Complaints

This profile includes complaints for Grand Motorcars's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Grand Motorcars Marietta

  1860 Roswell Rd Marietta, GA 30062-3908

  
• 

  Grand Motorcars Kennesaw

  890 Cobb Place Blvd NW Bld 200 Kennesaw, GA 30144-6819

  
• 

  Grand Motorcars

  890 Cobb Place Blvd NW Bld 100 Kennesaw, GA 30144-6819

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle In February 2025. After purchasing the vehicle I still didnt get my vehicle until 3 weeks or so later lol. They had the vehicle for 10+ and just decided to fix the minor issues AFTER I purchased the vehicle lol. Every week it was something to why it wasnt ready yet. For all the confusion and stress this caused they offered to pay my first car payment April 7th. I am sitting in the dealership as I type. Been sitting here for hours and no one has approached me to get this situation resolved. Its 6pm and my payment HAS NOT BEEN MADE. I have PROOF FROM **** the finance guy and the sales *** that my car payment would be made. Im willing to take matters as far as possible because if I receive a late payment my attorney will then take matters into his hands. Just make my payment so I wont have to deal with you guys. Do yourself a favor and stay away from this dealership.

  

  Business Response

  Date: 04/10/2025

  Good morning *** *****, 

  I apologize on our finance team's behalf for this situation, this should've been addressed in a timely manner. Our corporate office was informed yesterday of the request and the refund check was printed and handed it to you.

  Again, we're really sorry for the inconvenience this may have caused.

   

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  GRAND MOTOR CARS, LOCATED AT ******************************************************************** ENTERED INTO TWO(2) USED CARS CONTRACTS WITH ME(THE CUSTOMER), AND COMMITTED FRAUD, DECEPTION, POOR CUSTOMER SERVICE AND BREACH OF CONTRACT, BY KNOWINGLY, INTENTIONALLY AND WILLFULLY IGNORING, MISLEADING AND FRAUDULENTLY BREACHING TWO WEOWE CONTARCT, WHICH ARE DEARLERSHIP PROMISES TO PROVIDE A SERVICE AND/OR PRODUCT OR BOTH. IN THIS CASE, FIX A OIL LEAK ON A ******* NAVIGATOR AND SUPPLY A SPARE TIRE WITH ASSESSORIES FOR A ********. GRAND MOTOR CARS SERVICE DEPARTMENT INTENTIONALLY FAILED TO HONOR SAID CONTRACT AND IS LIABLE FOR THE SAME.

  

  Business Response

  Date: 03/21/2025

  Mr. ******************* you for bringing your concerns to our attention. After reviewing your claim, we would like to clarify a few key points. Regarding the Mercedes and the We Owe that is attached, this model doesn't require a spare tire or jack ****** as confirmed by the ******** dealership. In fact, providing or installing a spare tire on this model is considered a safety concern, which is why it wasn't included. We understand this may not have been fully explained at the time of purchase, and we apologize for any confusion. 
  Moreover, your ******* Navigator was scheduled to come into our service department multiple times in a period of 3 months after the purchase, where they addressed concerns beyond what was outlined in the We Owe agreement as part of a good-faith effort to provide excellent customer service. One of these visits even included sending the vehicle to a franchise dealership for a cruise control calibration, which we covered at no cost to you, the invoice was attached for your reference. During this period, a loaner vehicle was provided for your convenience. At no point during these visits did you mention an oil leak or a We Owe form as a concern, nor was it requested in any written communication with our service department. It is important to note that the We Owe agreements have an expiration date of 30 days, which was previously explained by our service manager a couple of weeks ago, unfortunately, your request to address this falls outside the timeframe covered by this policy (9 months after the purchase). We hope this clears up the misunderstandings regarding the spare tire and the oil leak. If you have any questions or would like to discuss this matter further, please dont hesitate to reach out at *************************************************************

• Initial Complaint

  Date:03/16/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This dealership is a trash unprofessional dealership, I will be also reporting them to the state as well. I purchased a ****** with them back in January 2025. I was in ** when I was told everything was approved all I had to do was put down $9,000, So I said ok fine I sent the money over no problem. And I actually gave them an extra day to finish processing everything so I don't waste my time because I know how dealers are shady asf. So they told them everything is done and that I need to come there so I flew from *** to ******* expecting to sign paperwork and pick up my keys and leave with my car. Come to find out they just stared processing my application right when I got there after they lied and told me that everything was approved and done. So they ended up saying that I need to put an extra $5k down after waiting there for like 4 hours straight. My sales *** ****** was very shady and deceiving would just keep telling me a bunch of lies. This *** ****** lied to me after I had had the car for a couple months I realized I haven't received my license plate yet so I call him saying that my temp tag has expired and he lies and tells me that all I need to do is go to the tag office its there and the mail has been backed up. So I go there and the tag office informs me that the reason I haven't received my license plate is because the dealership never did the emissions test and they are supposed to do it not me. So now my tag is expired I cant legally drive the car to get the emissions test. Also not to mention they gave me a Gwagon with a dead battery and bald tires. This is a shady dealership from the sales Guy to the dam Finance guy and I and my people will be reporting them to the state! I am looking to get refunded for the dead battery that yall gave me and the bald tires that yall gave me. With all that dam money I put down on that car I shouldn't have to be paying for this stuff havent even had the car for 3 months. I also will need an extension on my temp plate!

  

  Business Response

  Date: 03/19/2025

  Good morning Mr. **************** apologize about this situation and the way it was handled. This doesn't represent our values as a company. Our finance director tried to contact you last night to amend the situation, but he received no response. One of our finance managers will be reaching out to you today as well, we will get this handled as soon as possible. If you don't receive any communication before the end of the day, please contact me at *************************************************************.

  Again, I'm sorry for the inconvenience.

• Initial Complaint

  Date:02/28/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a terrible experience with this dealership and strongly advise against purchasing a vehicle from them. Not only did I receive rude and unprofessional service from two male employees, but I also have serious concerns about their business practices. I strongly believe (and have evidence) that this dealership has altered Carfax reports on multiple vehicles, including one I previously sold to them and the one I currently purchased, which still has temporary tags. If true, this is fraudulent behavior that misleads customers into purchasing vehicles under false pretenses.When I visited for assistance, I spent half the day with no help. Despite multiple attempts, I was ignored. The service manager, ****, was dismissive and unconcerned. Another male employee, whose name I didnt get, made me feel very uneasyespecially as a woman. His demeanor was unprofessional, making the experience uncomfortable and frustrating.Additionally, I have serious concerns that this dealership may be involved in fraudulent Carfax alterations. After purchasing my vehicle, I noticed issues in the report that led me to believe the dealership altered the history to hide potential problems. The same concerns apply to the vehicle I sold them, as the details I later received didnt match the original report. If true, this is a serious violation of consumer trust and potentially illegal.Another major red flag: customers are required to leave a positive review before even driving off the lot. This is deceptive and likely explains their high ratings. However, once you leave, their service is completely different, and they refuse to take accountability.I urge BBB to investigate this dealerships business practices and determine if they are fraudulently altering Carfax reports. They should be held accountable for poor service, unprofessionalism, and possible fraud. Potential customers deserve to be warned about these deceptive practices.

  

  Business Response

  Date: 03/11/2025

  Good afternoon,
  We appreciate your concern. ****** is a third-party company, Grand Motorcars has no access to edit or alter any of their records, only pull the reports. ****** doesn't work 100% in real time; there may be circumstances where an occurrence may not be reported by the time of sale, and it may take weeks or months after the fact. We have no control over what is being reported or not, unfortunately. Our service manager was able to run a diagnosis on the vehicle the day of your appointment and provided a quote at our wholesale price, which is much lower than what it would cost you at any other service shop. This is still an option if you'd like to move forward.

• Initial Complaint

  Date:01/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 24, 2024 I bought a **************************************************** *******. They sent the paperwork to the wrong address in my county and then once it got the the **** it was found to have errors and the *** sent it back to them on 1/2/25.The dealer says they never got the paperwork back and waited until 1/24/25 to decide to order a new paper title and to resubmit the ************ the meantime, I have called; texted and emailed no less than 30 times - to the sales person; the general manager; the main phone number; title team and any number of contact numbers and emails that I have been able to find/locate. I cannot get their Title team to talk to me and have received 2 emails from **** ******* and she refuses to call me back or answer my calls or texts and will not help me to coordinate or understand how to get this expedited and *********** the meantime, the dealer has accepted my payment for the tag and registration and I have received no support or service. I have called out the owner Rummy ******* on ****** Reviews and still have no resolution.Additionally, when I received the vehicle it had significant damage on the driver rear door and back quarter panel which cost me $847 to have fixed. I have not discussed this with them as I was trying to get my tag and registration prior to dealing with it. I have photos and receipts.

  

  Business Response

  Date: 02/12/2025

  Our title department is diligently working on resolving this issue as soon as possible. Unfortunately, due to outside circumstances completely out of our control, a duplicate needed to be ordered, which was informed by our title clerk previously. Because it's an out of state deal, the processing time for these type of requests is also longer than expected. Please rest assured that our team is actively checking up on your case. 

• Initial Complaint

  Date:01/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my vehicle in nov of /024. At the time of picking up my vehicle I was told that the company that financed my vehicle was short 230$ and I had to pay it before I could get my tags. So I paid. When I finally received my tags at my local dmv they told me that grandmotors sent over a check for 769$ so I was told I was 200$ short. And I would have to pay the 200$ before getting my tags. It was already a hassle trying to figure out why I hadnt received my tags that were suppose to be delivered to my home. And I was over it so I paid the dmv for the taxes I reached out to grand motor and spoke with *********** in finance because she was the one that processed my payment and everything and she told me she would have to reach out to whoever processed the tax and tags regarding it. She called me back and asked for the receipts and I sent them over to her and she stated that my money would be refunded to my card within 3-5 days. It is going on three wks. I called her *********** back to make her aware I never received my money and she said she would find out what was going on and call me back and never did. Ive called several times and now I just keep getting hung up on and not able to speak with anyone to have my issues resolved

  

  Business Response

  Date: 02/12/2025

  We're really sorry for the inconvenience. The $230.00 refund was sent out today. It should show up on your credit card in the next 3-5 days. Please contact me at ********************************* and I can send you a copy of the refund receipt for your records.

• Initial Complaint

  Date:01/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A 2018 **** Q7 was purchased back on 2/14/2024 along with a Warrenty which I was assured was as the best thing to purchase, well its seems like this has been a nightmare every since, I have text confirmation and communication between myself and grand motors which most of the time they failed to text back and left me to figure things out .its almost a year later and they are still failing to communicate Im having the same problems with the car as i did when shortly after purchasing the car , they have been the only maintenance department to actually work on the car . They will not provide those maintenance documents stating exactly what they did to the vehicle, as the car is under warranty those documents are required to live forward with the claim and grand motor wont provide the documentation.The car is in need of a new engine and its just sitting at the shop because the third party which is warranty company want those documents and we cant get them to hand them over , The warranty company states that grand motors is a third party company. And they wont send them over the request documents either , I do believe grand motors as well as the warranty company works hand and hand I they are giving me and my family a hard time with getting our vehicle fixed , this has been an overwhelming situation as the Q7 is stilling sitting at an **** dealer waiting to be fixed since December ******* . If there is anyway BBB can help get this matter resolved please do and thanks in advance. I do have a diagnostic form that was obtained on the car that I took to get diagnostic on my on.

  

  Business Response

  Date: 01/24/2025

  The customer has been in contact with our service department since this claim was submitted. The requested documentation was sent to the customer on Jan. 21st, and he was notified about it. 

• Initial Complaint

  Date:01/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2022 **** Expedition from Grand Motorcars on December 10 2024. In the deal my wife and I traded in a 2022 Jeep Grand Cherokee. As usual part of the deal was the payoff of the jeep. On January 13th 2025 I received a call from *************** collections saying that I was behind on payments. When I told them I had sold the vehicle to Grand Motorcars they told me that they had not received a payoff yet. I then promptly called and spoke to the manager Ivory. He told me he " did not know why that had not been taken care of and said he would get it paid asap the next day on January 14th 2025". It is now January 16th 2025 and the payoff still has not happened. I have had no communication about the matter and when I called today suddenly no one is available. I have never missed a payment on anything and take pride in my 800+ credit score. The non action from the staff is going to cost me greatly and no one seems to care.

  

  Business Response

  Date: 01/24/2025

  Previous payoff check mailed in December was reported damaged by the carrier. A re-issued check was mailed out on Jan. 20th to the lien holder, tracking number shows delivered Jan. 23rd. Customer was informed by the payoff department about the whole issue and provided the new check information on Tuesday 22nd.

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22820224
  
  I am rejecting this response because:

  The first check was not mailed until January 17th. The payoff quote was only good until 12/20/24. The vehicle was traded in 12/10/24. The laps of time cause there to be a interest accrual added to the total payoff which you refuse to pay. This was a very sloppy transaction and 100% avoidable.  
  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 01/24/2025

  Our payoff department will contact you via email to obtain more information regarding the interest. Please send us all documentation regarding this and we will review it as soon as possible to have this resolved.

• Initial Complaint

  Date:01/04/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  * The car was purchased on 10/27/24 * I gave the business $ ******* on one card and $ ****** on another card which =$2070 * Before I signed the contract, I requested another key just in case I misplaced other key, the salesperson asked the manager who was in charged that day if I can have another one and was sure no problem I can receive another key. Trusting these peoples I signed the contract.* The dispute is the Key for my ************* I was promised which they refuse to key since October of last year. I have been calling every day and always a different excuse about a key guy.* I have tried to be patient and civil which these peoples, but they have lied to me many times. I have spoken several managers about these and spoke to the salesperson ***** who told the other managers that the one who was in charged did tell him I can have the second key. After speaking to ****** the other manager and admitted since I was promised a key, they would have to issue me the key because it was their fault and also told me they do not cut those kinds of keys because it so expensive, since saying they would issue me the key, I'm still calling every day. Now it's January and still no key. This is why I'm turning to you for help. All these people care about is making a sale instead of taking care of their customers. Even with the bad rating from yelp I gave them a chance and now I'm this situation. My next step if this is not resolved will be civil suit.

  

  Business Response

  Date: 02/12/2025

  Our customer service representative will be in contact with the customer today to schedule an appointment to cut the second key.

• Initial Complaint

  Date:12/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  - They charged us an extra $8k+ tax that they're not supposed to.- They charged us $3200 for something called "Grand Care" and told us we're legally required to pay this amount.- They said they would deliver the car on Saturday. They didn't.- They quoted $800 for delivery. Then the price went up to $1000-$1200 - They offered to drive the car, adding an extra 900 miles on it.- When you search for their address, you get a place called ********, not Grand Motorcars

  

  Business Response

  Date: 01/28/2025

  Unfortunately we can't find any customers under your name. Can you please provide us with the *** or the name that it was purchased under for further assistance?

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22739165
  
  I am rejecting this response because:

   

  The name is ****** Yarullina 
  
  Sincerely,
  
  Ekim Kaya

  

  Business Response

  Date: 01/29/2025

  Unfortunately there is nothing on our system under that name either. Can you please provide the last 8 digits of the *** on the vehicle that you purchased from us? That way we will be able to assist with your request.