ComplaintsforVanDevere Buick

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a very poor experience on 1/15 buying two vehicles through VanDevere Buick. Fast forward two weeks and as I’m driving on the highway in my 2019 Ford Escape with my baby in the car, the plastics holding the rearview mirror up falls down on me and the mirror (still attached) drops. It’s then that I see that the wiper sensors aren’t even attached. I was upset when I called and spoke with ***** in service. His response was so flippant, I couldn’t believe it. He said “that had to be surprising for you” and I retorted back that it’s more dangerous than it was surprising. They barely did an interior inspection because there was nothing holding that up. It was a temporary fix. Because my car was under “forever warranty”, they said they’d be able to pick it up and drop it off again. However, the cutoff for that service is 15 miles and we live 16 miles away, so originally we were denied that service. With pushback, they finally agreed to picking it up. So after ***** in service spoke with *** VanDevere, he informed me that they would be willing to split the cost of a windshield with me. Again we had to pushback because this car is under warranty and we were being given the runaround. It took my husband on the phone with *** to agree to fixing the windshield (plastics and wiper sensors). I wish this were the end, but literally a week later I was driving with my baby again and the same thing happened. Plastics fell down and I was able to see that the sensors were only attached with tape. I called ***** in service and once again, after talking to *** VanDevere and about a hundred excuses later, I was told that they would fix it for $70. They couldn’t fix it the first time, but now they had the audacity to try to charge for it! He knew absolutely nothing about the tape on the sensors, blaming it on the company they use for windshields. So I let them know that we would absolutely not be paying for any repairs through their service department. They are so dishonest.

  

  Business response

  02/27/2024

   *** VanDevere did speak with Mr. ****** about the windshield sensors.  They were repaired by the outside window company and paid for by VanDevere. *** also shared with him that the trim that fell from the rearview mirror did not look broken and if he would like it replaced he would be responsible for that repair. The customer declined to purchase an extended warranty for their vehicle. The “forever warranty” that the customer is mentioning is the Warranty Forever we give all of our customers that purchase a vehicle with less than 100,000 miles. That warranty is a lifetime powertrain warranty only. 

  Customer response

  02/27/2024

   I am rejecting this response because:
  They’ve stopped being responsive to phone calls and while they offered to fix it the first time, it wasn’t a true fix. We still need it to be fixed, as the plastic is still detached and the wiper sensors are attached with tape. My requests are not unreasonable and the “Forever Warranty” should at the very LEAST cover the fact that a proper inspection was not done on the interior of the car in the first place. I’m not asking for anything mechanical or expensive. We should not have to pay to have something fixed that we did not break and that should have been secured and in working order in the first place. They sold us a car without the wiper sensors attached and then haphazardly stuck the plastics back up in hopes we didn’t notice. This caused a dangerous situation for myself and my family while we were driving on the highway. TWICE. 

  

  Business response

  03/04/2024

  *** VanDevere called and spoke with Mrs. ****** and could not come to an amicable resolution. 

  Customer response

  03/06/2024

   I am rejecting this response because:
  *** VanDevere called me after over a week waiting for a callback and the “resolution” he was trying to offer me again was a $70 fix that I declined. “I can try to rig it up with double sided tape if that’s what you want, but the plastics aren’t broken, they just won’t stay up. If you want new plastics, it will be a $70 replacement”- *** VanDevere. At this point arguing with them has proven to be a waste of time. I just want it noted their blatant disregard for safety in not doing a thorough inspection of the inside of the car before selling it to us. I’m lucky I didn’t crash when the plastics and rearview mirror fell down on me. Twice.
  
  

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My car went into the collision center on 1/23/23. After having it for 3 weeks it was returned with a wind leak in the window where the repairs were done. After numerous unsuccessful attempts to fix it , they informed me that they werent going to do anything else. Then the ** ************************* said that I probably brought it in with that problem. I then reached out to the owners of the dealership. That was on 3/2/23. I was told their #1 purpose was to get my car fixed. It still isnt fixed. Actually no progress has been made in 7 weeks. I paid the repair bill in full on 2/9/23. But I dont have my car in the order that was agreed upon. Also it was determined by ***************************** that the issue was because of the repairs that were originally done in the collision center. Not anything that was pre existing. They have made numerous unsuccessful attempts to order the replacement part. They damaged the original one during the ************. Ive not been offered any refund or been given any timeline as to when the car will actually be done.

  

  Business response

  03/31/2023

  The trim piece that is needed to repair his vehicle has come in a few times but all were damaged. Unfortunately it is now on back order. *** VanDevere spoke to ************ several times concerning this matter and we haven't charged him for this repair, we are doing it free of charge. We are sorry for the inconvenience this may have caused. As soon as the part comes in we will take care of repair.

  Customer response

  03/31/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. But to say that this service is free is false. The original trim piece was part of the estimate to be repaired as it was damaged in the accident. And during the original repair it was damaged but put on anyway. So in theory Ive already paid for this service on 2/9/23 when I paid the estimate that VanDevere created in full. So to make it sound like I am receiving a service for free is quite offensive. They are the ones that damaged it. The time frame of this whole matter is beyond outrageous. 

• Initial Complaint

  12/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to get an oil change 12/27/22 at Vandevere Buick in *****. This was a normal oil change. There was nothing wrong with my car prior to going there. I leave from VanDevere and get on the freeway. I noticed a burning smell, the inside of my car was a little cloudy and I noticed access smoke coming from the back of my car. I get home and my oil pressure low message comes up. I go to a funeral and come back and it's saying the same thing so I go to AutoZone to see if they could tell me what's going on. They guy and I both checked my oil and it was bone dry. I call VanDevere in the morning to tell them what's going on and they towed it back to their shop. I don't hear from them all when I called at least 3 times. The next day they call me saying the oil filter housing deteriorates over time and I know that's not the case. Whomever worked on my car didn't do something right. So now they're trying to make me pay for there mess up.

  

  Business response

  01/03/2023

  One of our Service Advisors talked with the customer and showed them what failed with the oil filter housing. We should have informed the customer that this was leaking during the inspection. We reimburse the customer as a goodwill gesture.
  
  
  

• Initial Complaint

  03/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Approximately 10 months ago I purchased a 2014 Chevrolet Camaro from VanDevere Buick **** A **************** Contract was written for $3,555. All financed threw ***** and Fargo. I canceled the contract before it went into effect. The money wasn't returned to the bank before the vehicle was paid off.Vehicle was paid off February 23rd. 2022. I went to VanDevere Buick to speak with ***************************** on March 14th to get my money *****. Said he would talk to the office about getting my money to me. The 15th of March he called me to say the Office on ********************* was dropping a check in the mail that never happened. On the 24th I went to VanDevere ***** on ********************* yo see where my money was. Was told that they don't care what ***************************** said, I wasn't getting my money back for 6 to 8 weeks.I need my money yesterday. This is ridiculous. They have been sitting on my returned Warranty money for almost 11 months. I want a check immediately. That money was supposed to be returned to ***** and Fargo within 30 days from the cancelation and was not.The Warranty never went into effect. There's absolutely no excuse for this.I can tell you I will never buy a car from VanDevere again. I want a check made out to me immediately for $3,555 and I will pick it up!

  

  Business response

  03/30/2022

  ************** did cancel his Service Contract that was purchased for $3517.00. The cancellation happened before the contract was paid for and in the administrator's system. Because of that, the cancellation was rejected and time lapsed while trying to investigate the issue of the rejection. His check has been issued for $3517.00 and is in the mail.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my used 2016 Kia Soul with alittle over 17,000 miles on the vehicle in 2019 for $16,000. I still had alot the of the manufacture warranty on the car. I took my into there service department over 30 times to checkout the vehicle or service. I took my car into there shop numerous regarding steer issues, oil burning issues, and numerous recalls l found out about on my own nothing notified through the dealership or KIA. The vast majority of the times they brush my concerns off as nothing or saying we can do a more thorough examination but it would cost me several hundreds of dollars to conduct the test. Last year in 2021 I took my car in for service after experiencing loss power and failure to pick up speed and make a loud noise etc. After them inspecting the car the service representative call me to inform me the catalytic converter went out along with sensors. This would cost me $3700.00 to repair I immediately express my displeasure because there was no indicators all not check engine light or oil light never once came on outside of starting my car etc. The service representative said let me call you back he want follow on somethings after we talked. I immediately got onto my computer an began researching recalls issues with my car etc. I discovered that there was recalls several regarding KIA Soul 2014-16 pertaining the catalytic converter, engine oil, steering, and numerous others. After a while the service representative called me back an said l have some good and back news for you. The good is we all going to repair it all at the dealer expense and the bad news its going to take two weeks to get the parts. I was never offer a loaner car or informed that recall is covering it. After my car fixed a month later l took it back because the oil burning issues, they said the could do more test at my expense. On March 24,2022 I took it back to KIA Service for the same issues loss power, noise, etc. March 25,2022 KIA called it happen again this time $4700.

  

  Business response

  03/28/2022

  Our Kia Service Manager reviewed the customers service/sales history here at VanDevere and this is what he found.
  
  
  7/9/18 Customer purchased the vehicle
  9/11/18 23145 miles customer came in for an oil change
  1/18/19 29978 miles customer came in for an oil change and a steering issue no problem found
  12/18/19 47840 miles Customer came in for a steering issue. Advised customer tires wearing uneven. No repairs made.
  8/15/20 56220 miles customer had an oil consumption concern. Oil was at full mark. Advised the customer we would start the oil consumption test, to return in a 1000 miles and we would measure oil. Customer did not return.
  12/8/20 61241 miles. Performed ECU update for the knock sensor. 
  9/13/21 74731 miles. Customer had a lack of power concern. Replaced the converter. Converter was covered under warranty. 
  3/19/22 87114 miles. Vehicle returned with a lack of power concern. Found that the vehicle is burning oil. Damaged new converter. Vehicle is out of warranty. Warranty for the oil consumption expired on 2/22/21 or 60,000 miles. The converter is beyond the 12 month 12,000 mile parts warranty.
  
  
  I have attached the warranty coverage sheet. It shows that the only open recall on the car was performed. 
  
  
  Vandevere will offer 15% off any repairs the customer would like completed. 

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