Tustin Buick GMC

I am writing to formally lodge a complaint regarding my recent experience at Tustin Buick, located in Torrance (90503). On May 17, 2025, I visited the dealership with the intention of purchasing a 2025 Enc recent experience at Tustin Buick, located in Torrance (90503). On May 17, 2025, I visited the dealership with the intention of purchasing a 2025 Encore GX. For the past week, I had been in communication with the dealership to obtain out-the-door pricing for both the Preferred and Sport Touring editions. After comparing multiple Buick dealerships within a 50-mile radius of my location, I found that Tustin Buick offered the lowest MSRP. Motivated by this, I traveled 40 miles to finalize the purchase. However, I was shocked to discover that Tustin Buick was attempting to impose nearly $4,783 worth of additional dealer-installed accessories. These charges were not transparently disclosed upfront and were instead listed in fine print above the MSRP, which felt misleading and exploitative. Below is a breakdown of the accessories added by the dealership: 1. Catalytic Converter Etching – $499 2. KARR Security System – $995 3. Appearance Paint Protection – $1,195 4. GMP Theft – $899 5. Forever Start Lifetime Unlimited – $799 6. ClearPRO Door Protection – $396 As a customer, I did not request or consent to the additional accessories totaling $4,783. I asked for them to be removed from the out-the-door (OTD) price. However, the dealership staff firmly stated that these items were mandatory per their policy and insisted I pay for them. I clearly communicated that I only wanted the standard features provided by Buick, without any dealership add-ons. Despite this, they refused to remove the charges and reiterated that I had to pay the full amount. They justified the charges by claiming they are the #1 dealership and need to include these add-ons to maintain profitability. As a non-GM customer, I referred to the pricing listed on the Tustin Buick website, which shows the MSRP for the Preferred model as $18,341 and the Sport Touring as $24,129. I expected to pay MSRP plus taxes and processing fees—nothing more. Since I was being forced to pay for items I didn’t want, I decided to walk away from the deal. Having previously owned Japanese and German vehicles, this was my first attempt at purchasing an American brand. Unfortunately, my experience with the Tustin Buick sales team was extremely disappointing. Their approach to customer service and unwillingness to accommodate reasonable requests left a negative impression. Based on this experience, I will not consider purchasing any GMC or Buick vehicles in the future. It felt like a markup scheme disguised as policy, and I regret spending my weekend dealing with such poor service. In contrast, Penske Buick in Cerritos was transparent about their pricing and did not include any hidden charges. I’m puzzled as to why GMC allows such inconsistent pricing practices across its dealerships. Other brands do not force customers to accept unwanted accessories. This experience has made it clear to me why GMC struggles to compete with Japanese, Korean, and German automakers. I kindly request that Buick/GMC investigate this matter and take appropriate action to ensure that such practices are not repeated. Transparency and honesty are crucial in maintaining customer trust and loyalty, which Tustin GMC/Buick doesnt follow at all. More

We purchased a vehicle from the used car dept on a Tuesday night. They informed us during the document signing that there was a computer component recall that we needed to address but no other problem Tuesday night. They informed us during the document signing that there was a computer component recall that we needed to address but no other problems. While driving the car all the way home to Temecula on the freeway, we noticed a vibration/flat tire feeling. The next morning we called Mercedes to get the vehicle inspected and in to get the recall dealt with. They were able to get us in Thursday morning. After Mercedes inspected the vehicle they discovered bent wheels and bulging tires with slow leaks. None of this was disclosed to us. In fact we should not have been able to drive the car away from the lot as it was in dangerous condition. These tires could have easily blown while we were driving at freeway speed and injured or killed us and others on the freeway. Our vehicle has been in the shop for the past 4 days, leaving us out a mode of transport and $6000 to make the necessary repairs. The used car dept at Tustin Buick gmc is not being helpful with this problem. They are avoiding our calls and not getting back to us about resolving this very dangerous and life threatening situation. Do not buy a used vehicle from this dealership. More

Avoid this place if you don't want to get scammed. I recently purchased a car from here and got worked by salesman name Seth Rodriguez, DO NOT BUY from that guy. I told him from jump, I just want the I recently purchased a car from here and got worked by salesman name Seth Rodriguez, DO NOT BUY from that guy. I told him from jump, I just want the car, no add on's, no xx just the car, he's a salesman so of course he was trying to weasel some extra charges but we ultimately agreed and he gave me his word and stupidly I trusted him. The car I got was sitting on the lot for over a year, I said look I want it, you want to sell it, lets make a deal, we did but as usual it was a long tedious process and I should of read the contract but again I trusted this dude and thought he was a straight shooter. The next day or so, I was looking over the contract and noticed some miscellaneous charges that equated to over $1,600 but that's not the shady part, it said OPTIONAL so he had to sneak those in. I call him on it and say can you please explain these charges. I got the run around and the typical salesman spiel from Seth, eventually I said let me talk to the manager, he reluctantly agreed. I didn't hear back for a week and finally I get a call. The manager said the only way they could sell me the car is if those charges were added on, even though I put 4G's down. I said ok, so If I knew that and I said either take off those OPTIONAL charges or I'm going to walk, you would of let me walk? Natalie, the manager said YES LOLOL those are the greedy people you deal with that work there. I wish I would of got the car from somewhere else, like Huntington Beach Chrysler Dodge Jeep RAM, I bought from them in the past and it was a great experience unlike Tustin buick Gmc. Like I said I put 4G's down and these dirtbags still managed to weasel an extra $1,600 out of me. Oh and by the way, they still never gave me a straight answer about how something that says OPTIONAL in a contract is somehow mandatory. More

I was looking for a pre owned car and had so many questions but jake derusso was the man!!! He made me feel so comfortable and heard and answered every question i had and then some. definitely made m questions but jake derusso was the man!!! He made me feel so comfortable and heard and answered every question i had and then some. definitely made my experience so much better! More

Wow needing a new car, 1999 Lexus was pooped out, and moseyed on down to Tustin GMC and a fine young man approached me. He was kind, and boy was he knowledgeable showed me several models within budget moseyed on down to Tustin GMC and a fine young man approached me. He was kind, and boy was he knowledgeable showed me several models within budget and after a little negotiating I drove out of there with a 2023 GMC Terrain. JAKE DERUSSO was my pre owned salesman. Oh did I mention how funny he was? Well he was hilarious. Go by and see him if you’re looking for a pre owned car. Michelle Bounds More

Husband and I have been considering a second car for a while now, but had no real plans. Decided to walk in one day just to check things out—Jake DeRusso helped us out and ended up making the process so e while now, but had no real plans. Decided to walk in one day just to check things out—Jake DeRusso helped us out and ended up making the process so easy. We have no regrets More

I came in after going to multiple different dealers and by far had the best experience. I spoke with a guy named Jake DeRusso in the pre-owned department and he was very helpful. He didn’t have the slimy o by far had the best experience. I spoke with a guy named Jake DeRusso in the pre-owned department and he was very helpful. He didn’t have the slimy over bearing attitude like some others we dealt with. He was very professional, knew what we wanted to get out of our day, and made us feel comfortable to make our decisions. More

Jake DeRusso is the man! ! He made me so comfortable and working with him didn't feel sleezy. The selection of pre-owned cars that he showed me were spot on. I'm definitely co ! He made me so comfortable and working with him didn't feel sleezy. The selection of pre-owned cars that he showed me were spot on. I'm definitely coming back to work with him for my next car! More

Jake DeRusso in the pre-owned department was fantastic to work with! From the moment I walked in, he made me feel comfortable and at ease. He was extremely professional, knowledgeable, and took the time to a work with! From the moment I walked in, he made me feel comfortable and at ease. He was extremely professional, knowledgeable, and took the time to answer all my questions without any pressure. His friendly and approachable demeanor made the entire experience smooth and enjoyable. I highly recommend working with Jake if you're looking for top-notch customer service! More

Jake DeRusso helped me in the pre-owned department. Jake made me feel comfortable, and showed an immense sense of professionality. Thanks Jake! Jake made me feel comfortable, and showed an immense sense of professionality. Thanks Jake! More