Vanguard GMC of Carrollton — Local services in Carrollton

I do not recommend this dealership. I came in to test drive a Toyota tundra on Wednesday February 19. I ended up purchasing the Toyota after negotiating the payments which the original offer was almost $1000 a month on a $21,000 truck, as well as being pretty strong armed into trading in my car rather than selling it and using the money as a down payment which would’ve been a better option for me because it would’ve got my loan down by significant amount. Offer for my fj cruiser was $3000 and I owed $6000. The truck that I test drove was shaking on the highway during the test drive, felt like the tires weren’t balanced, the entire touchscreen didn’t work and was black, speakers don’t work,and the buttons to adjust the mirrors didn’t work. Why were they even showing it? Salesman said oh my Mercedes shakes on the highway like this too (come on man) I was told it would all be fixed and I could pick it up the next day or get it delivered. The next day I decided that I did not want to get it delivered & I would rather pick it up so I can test drive it to make sure everything was actually fixed. Then my sales person says that they’re unavailable on Tuesday and I would need to do it on Wednesday instead, but they say that everything is fixed. I tried talking to multiple different people just to get eyes or ears on the repair sheets to make sure that it was actually fixed because this whole thing was giving off the vibe of dealership that just wants your money and doesn’t care about you. I call the dealership Wednesday in the morning and I wait all day. No one calls me back with my answers. I call again 15 minutes before I’m supposed to leave to go to the dealership to pick up the truck and I talk to the used sales manager. He’s trying to get the repair sheet for the truck and keeps mixing it up with another Toyota that they have there. And then he says Finally, just going to go test drive it. He calls me and says that there’s a lot of “play” in the wheel still on the highway and that the tires being balanced was not on the repair sheet. I told him that I’ve had three people today tell me that the car is ready to get picked up and it had been fixed. He tells me that the car was actually ready Wednesday and dropped back off from their repair guys but they still never balanced the tires. What the hell? On Friday night, I finally get a call but the truck is ready and the tires have been balanced and that’s what was causing the shaking and it’s fine now. I go and test drive the truck and it is driving like it should. I leave my FJ cruiser there as my trade. As I’m driving home, I noticed that none of the speakers in the door work. Edit: I got a notification from my FJ cruiser that I am late on a payment even though I turned it into the dealership eight days ago? Edit: Also just got a call from them that they never ran an emissions test on the truck. I’ve paid for one already (?) so I have to bring it back to them to get it done for free or go somewhere else’s and get reimbursed. To get plates. Edit: got my emissions test done somewhere else on Monday and have called and email the dealership multiple times to figure out what’s next. It’s Thursday and I haven’t gotten a reply back to anything. Of course! Why is this dealership impossible to get ahold of? Edit: April 1st. Had to get new tires put on my truck and get my brakes done. Spent 2000, think they would have done that.. Edit: April 25th tried to start my truck today, battery was dead? Dealership said I’d need to drop off car from Friday to Tuesday?! To get a new battery diagnosis?? Edit: Temp plates expired the 18th of last month it’s now the 2nd. Have called and emailed multiple times and been told that my plates have been mailed out multiple times (on the 10 the 18 and the 25)finally got a tracking number for them and apparently the lady forgot to put my apartment number so they are getting shipped back to them. This has genuinely been my worst nightmare. I wish I could just return this truck and never have...

UPDATE On Review (initial review Below):

After posting my initial review, I was contacted right away by my sales rep, Jeremy. He told me that the finance department must have made a mistake with my coverage (I even have that in a text from him) and assured me he could get me the correct policy.

I explained to him that I was already planning to trade in the vehicle — it had spent more time in their shop than in my driveway. And now that I had discovered there was no extended warranty, I felt it was a liability to keep a truck that might need costly repairs while I was still making payments. I told him that since the dealership had sold me the wrong coverage, and it was never used, I wanted a full refund for the policy.

Jeremy said he would look into it and sent me a form to complete, which I filled out and returned immediately. That’s when the runaround began.

After submitting the form, I was told they could only offer a partial refund. I asked for it to be escalated or for someone else to contact me — no one ever did. I tried reaching the finance department multiple times at different hours, but no one ever answered.

Then I was told my form “wasn’t clear enough to process,” which was completely untrue. I never scanned anything — I filled out the digital form Jeremy sent me and emailed it back as a clear PDF. When I re-sent the exact same file, it was suddenly “clear enough.”

After nearly three months of follow-ups, I finally received a partial refund with no clear explanation as to why the wrong policy was sold to me in the first place.

To make matters worse, this was an insurance product, and I have serious concerns that it may have been sold by someone without a proper license, which could explain all the confusion and delays. I’m now planning to escalate this with TDI (Texas Department of Insurance) for review.

If Vanguard GMC had simply owned the mistake and corrected it promptly, this could have been resolved easily. Instead, I was left frustrated, misled, and still out a portion of my money.

Original Review: So the service side has done me well the whole time I have used them since purchasing a truck in 2021. But, the sales side i am now pretty upset with. I found out from the service side, that the extended warranty I purchased on my truck, and I purchase on every vehicle I buy, only covered the electronics. I was under the understanding that it was full mechanical. Infact, I was told that if I lifted my truck that the mechanical discount would be void. So I did not do that, but now I have a truck that is not under warranty, when I expected it to have one. I always felt a little dirty about the sales process I went through when I went there. I will not return to buy...

I have been trying to cancel these contracts since early May, well before the 30-day mark from when I purchased my SUV on April 14. Unfortunately, I’ve faced ongoing issues with communication. The finance department rarely answers calls, and despite leaving multiple voicemails, no one has ever returned my messages.

When I call GMC, employees frequently say that Jose isn’t at work. When I visited the dealership in person on May 6, the young man in the middle finance office told me the same, that Jose wasn’t in and that he’s the only one who can submit the cancellation form.

After several more attempts, Raul finally answered the phone and instructed me to email Jose, which I did on May 13. When I eventually managed to speak with Jose on the phone (on a day I wasn’t available to come in), he told me that cancellations must be done in person, he’s not allowed to process them via email. He also mentioned that anyone in finance could assist me, but they choose not to. I told him I’d come in the next day, and of course, he informed me that he would be off that day.

On May 15, Jeremy handed the cancellation form to a finance staff member, possibly Raul, an older Hispanic gentleman. He approached me directly and said he would process the request right away. Meanwhile, Charles went outside to take a photo of my vehicle’s mileage. However, after following up with MBPI today, they confirmed they have not received any cancellation request from GMC.

When I asked Jose whether the timing or mileage would affect my refund, he told me it would not. But MBPI informed me otherwise, both timing and mileage do impact the refund amount. Now it’s clear why GMC may be stalling: the delay potentially minimizes the amount they need to refund.

I also requested a copy of the mileage photo that Charles took that day, but I was told it’s unavailable. That’s especially concerning, because with time and increased mileage, my refund continues to decrease.

Based on this experience, I would not recommend purchasing any of their finance or protection packages. While the car-buying process itself was fine, the customer service from the finance department has been poor. I may need to include the leadership team in this complaint as well, since they’re aware of the situation. I’ve called to speak with them too, but, unsurprisingly, I’ve received no callbacks.

This entire experience has been incredibly frustrating. I shouldn’t have to drive 45 minutes each way to the dealership just to push for something that should have been processed promptly and professionally...