ComplaintsforRandy Marion Chevrolet Buick Cadillac, LLC

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took 2023 Escalade in for an oil change Tuesday November 21 2023. They claimed the alignment was off. We paid for alignment. After picking up, we noticed that the steering wheel was off-center. We took back in to fix and after picking back up and engaging Supercruise on the highway, we noticed that Supercruise ran us off the road. Very unsafe to drive. We immediately returned to the dealership and they have had the vehicle ever since. GM is claiming they have never seen an issue like this and told us as of today (12/27/2023) that there is no resolution in sight and they are trying to get an engineer to fly in.We are hoping this can be resolved under lemon law or for any type of help for a resolution

  Business response

  01/04/2024

   

  We don't have record of a *************************** living in ******* purchasing a vehcicle from any of our General Motor's location's, also in his complaint he doesn't supply us with a VIN# or a Stock#.  I have called ******************** and have not heard back from him.  I do not have the specific information on the vehicle he is speaking of but I attached a copy of a similar one from our website.  If you notice at the bottom there is an explanation of our fees as well as the rebates.  The rebates are offered by ************** and they set the requirements for them, if a customer doesnt meet the requirements for a particular rebate then a dealership cannot apply it to the sale of a vehicle.  Please notice the attachment that ******************** sent shows he did recieve a rebate of $2,000.     

   

   

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2023 Colorado Trail Boss from Randy Marion. Since I purchased it, it had a minor annoyance of the left turn signal not shutting off, and left turn signal turning on after using the right one. I had to wait until I had time to bring it to service, which was the beginning of this month, November. They tried replacing the signal arm, which did not resolve the issue. They believe it is now the body control module (BCM) that is malfunctioning. They have had my truck for over 20 days, and during this time, have failed to keep me updated, consistently only contacted my husband, who is not associated with the vehicle, despite requesting four times to change the contact, and have damaged my vehicle both in the paint and to the point where the service department called it "unsafe to drive" and would not allow me to take possession of it. They have lied about "not touching" the truck to me, after telling my husband that they needed time to "put it back together". I personally saw pieces of my dashboard pulled out and sitting on the seats of the vehicle. I have called numerous times, left messages and sent texts to multiple people. I have had no update in four business days, no timeline of when the truck is done, no salesperson calling to talk about a replacement (as stated they would by the Service Manager, *******************). *** also told me that there is no documentation to record what has been done to the vehicle, and that there won't be until it's done. He confirmed the tech needs to try to remember everything they did weeks ago. My truck has been damaged to the point it can't be driven, the paint has been chipped and scratched, and I can't get anyone to speak with me. I called twice this morning out of concern, due to my OnStar theft alarm going off, and was told to leave a message. The second call, an hour after, I was told (over the phone, landline) that their phones are down. At this point they seem to be actively avoiding helping me resolve this issue.

  Business response

  12/20/2023

  We have had the vehicle for over 30 days, the necessary part was on back order. The *** part needed is no manufactured by GM but by one of their parts supplier, the part was on national back order.  We exhausted all efforts to get the part quicker; started a **** case, searched the stock of other dealers, consulted our dealer rep.  We were working on the control arm, this was the code that the computer listed, when that was fixed the *** failed. The customer was contacted numerous times via a text app we have and also phone calls.  There is no official documentation available until the repair is complete and the Repair Order is closed.  We did not damage the vehicle, we had to remove the dashboard in order to get to the part to diagnose what was wrong.  The customer at no time mentioned a scratch before the complaint she filed.  The customer was given the option for us to trade her out of the vehicle but wanted a 23 Trail Boss, or a ******** but we did not have either of these in stock.  The last I spoke to the customer she was going to pursue a buyback thru general motors.  We finally received the *** yesterday afternoon, the vehicle will be completed today, we have to go and get her 2nd set of keys to complete the job.  *********** manager just spoke with ******************, we are going to get her keys, fix her vehicle and wash it.  The vehicle will be delivered back tomorrow.

   

  ******

  Customer response

  12/20/2023

   
  I am rejecting this response because: I understand that it is not the dealership's fault the part was backordered. However, Randy Marion has repeatedly failed in their customer service. The stated texts and calls were primarily sent to my husband, after I requested numerous times that I be the only contact. I was forced to call the *********** Police, because the dealership refused to verify whether or not my truck was still on the property after I received a theft alarm. I was only able to contact the service manager after calling from my husband's phone, which led me to believe they were ignoring my calls. 

  Regarding the damage to the paint, why would I bother to mention it to the dealership, when they had already treated me so poorly? I was not interested in fighting to try to get my paint fixed, and believe they would have done a poor patch job.

  There were many other issues with the customer service from the dealership, including being lied to by the service advisor about the work that had been completed, being treated like an idiot, and another service advisor acting like a *********, stating to my husband, while he was holding our seven month old daughter, "You take the car home, I'll take that little girl." This was following him showing an uncomfortable amount of interest in my child. 

  I did specifically want a replacement vehicle that was as identical as possible to the one I had purchased just months before. I don't believe this is an unreasonable request.

  I proceeded with the ** buyback, because the customer service and communication I was receiving was abysmal. I gave them every fair chance to try and make things right, but it reached the point where I no longer believed Randy Marion Chevrolet had any interest in assisting me. I have no interest in any further dealings with the dealership, following receiving the vehicle back and turning it in to **. Randy Marion Chevrolet of *********** has the worst service I have ever experienced. 

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Weve got a HUGE PROBLEM with the *************************** here at Randy Marion. Our 26ft box truck was towed to their repair shop weeks ago. The truck lost power and would not start, so I suspected it was the alternator, which I specifically told **** the service consultant. The suspected alternator issue was documented on the invoice as well, which Ive attached pictures of. Today 7/11/23 we were told the truck was ready and we could come pick it up. We are not local, so we had to drive over an hour to pick it up. Once we arrived I was given a $4500 repair bill and was told my truck was tested and driven, and its good to go. We drove the truck off the lot and we got 2 miles down the road and the truck lost power, and wouldnt start. This is the SAME ISSUE the truck had before bringing it to Randy Marion, which we were told that $4500 repair bill fixed! We pulled off the highway to a gas station and I immediately called **** at Randy Marion to get this truck fixed (for the same issue I thought was fixed). They sent a tow truck and had it towed back to their service center. Once we got back I was told that the truck couldnt be fixed today because they didnt have an alternator in stock. The parts they charged me to fix were just replaced a month prior by another repair facility. I truly feel that this dealership made fraudulent repairs to create this large bill. I literally brought the truck in for an alternator repair, and I was stuck with a $4500 repair bill and a truck that is still broke down! How can a dealership of this size be this negligent?I own a logistics company, and I have a fleet of trucks. With this truck being down for 3 weeks I missed out on over $15,000. Not only is my truck STILL AT THEIR REPAIR SHOP, IM OUT $4500 IN BS REPAIRS THEY CLAIMED THAT FIXED THE ISSUE, ANOTHER REPAIR BILL ON TOP OF THE $4500 AND I LOST MY CONTRACT ON THIS TRUCK! I want a refund for the fraudulent repairs made that did not fix my truck!

  Business response

  08/17/2023

  The ** compressor seized and shredded the belt,  these items were replaced. The vehicle was test driven and running well so it was given back to the customer.   The customer left the vehicle seized again. The technician inspected the vehicle and determined it needed an alternator. Randy Marion Automotive replaced the alternator at cost and charged no labor because the customer had been inconvenience.  The replacement of the ** compressor and belt were needed to unseize the vehicle, this was NOT a fraudulent repair, alternator could not have been replaced without first unseizing the vehicle.  There are still problems with the supply chain especially with parts for a 17-year-old vehicle, we couldnt control the delay in parts. 

   

  Customer response

  08/17/2023

   
  I am rejecting this response because: the belt was not shredded.  The belt was intact and left in my truck after I picked up from the parts being replaced.  This was a FRAUDULENT repair.  The parts that were initially replaced were in working condition.  The only issue with the truck when it was brought to Randy Marion was a faulty alternator, which I quoted to the service technician and you can see documented on the invoice.  The belt and compressor was replaced weeks prior by another dealership and were brand new parts.

   

   The truck lost power, which does not happen when the ** compressor malfunctions, or the serpentine belt.  When the Serpentine belt breaks the engine still operators but it will overheat.  The problem was the truck had no power, which would be a simple fix for any coherent mechanic.  Your company was playing a fix n see at my expense.  I should not be liable for a repair that was made that did not fix the issue.  The issue was simple, but your company ran my bill up to $4600 for repairs that did not need to be made! 
  

  
  

  Business response

  08/25/2023

  The vehicles has over ******* miles on it.  Both repairs were both needed on the vehicle, neither of these are fraudulent repairs.  The second repair was done at discount of over $800 and the tow bill was paid by Randy Marion Automotive as a Goodwill gesture.  

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ON FEBRUARY 13, 2023 I PUCHASED AN INTERNATIONAL **** COMMERCIAL ***** FROM THE DEALERSHIP. I PAID IN CASH $46, ******. I WAS TOLD THAT THE ***** HAD UNDER GONE A RIGOROUS INSPECTION PROCESS AND MECHANICAL WORK PERFORMED TO GET THE ***** IN TIP TOP SHAPE, JUST 1 WEEK LATER, ON FEBRUARY 20, 2023, I HAD TO RETURN TO THE DEALERSHIP BECAUSE THE VOLTAGE METER CONTINUOSLY DROPPED WHILE DRIVING. WE HAD TO PAY THEM $500 TO MAKE THE REPAIR. ON APPROXIMATELY APRIL 14, 2023 THE ***** WOULD NOT GO FORWARD WHEN TRYING TO PULL OFF FROM A TRAFFIC LIGHT. A TOW WAS CALLED AND THE ***** WAS TAKEN TO A NEARBY INTERNATIONAL ***** DEALERSHIP FOR DIAGNOSTICS. I WAS GIVEN AN ESTIMATE OF $20,000.00 FOR A NEW TRANSMISSION. THE CURRENT TRANSMISSION COULD NOT BE REPAIERED OR REBUILT, I CONTACTED THE SALEMAN ******************* . HE TOLD ME TO CONTACT THE ***** MANAGER, *************************. I CALLED ***** SEVERAL TIMES LEAVING HIM AT LEAST 8 VOICEMAILS OVER A COURSE OF 7 DAYS. I GOT A CALL FROM ******************* ASKING ME HOW MANY MILES WERE ON THE *****. I GAVE HIM THE INFORMATION, HE CALLED ME BACK THE NEXT DAY AND SAID THAT RANDY MARION HAS A GOOD FAITH WARRANTY BUT THE ***** HAS BEEN DRIVEN MORE THAT **** MILES AND THERE IS NOTHING THEY CAN DO TO HELP WITH THE REPAIR. THE ***** IS USED FOR BUSINESS EACH DAY THE ***** IS OUT OF SERVICE COSTS ME APPROXIMATELY $500.00. THIS HAS CAUSED A MAJOR HARDSHIP BECAUSE WE TOOK ALL THE MONEY WE HAD AND BOUGHT THIS *****; IT IS OUR LIVELYHOOD. WE HAVE SINCE BEEN STRUGGLING TO TRY TO GET MONEY TO MAKE THE REPAIR WHILE MAINTAINING OUR HOUSEHOLD. I AM ASKING RANDY MARION TO PAY FOR HALF OF THE COST OF THE REPAIR.

  Business response

  06/29/2023

  This report 20237806 is supposed to go to Randy Marion Chevrolet Cadillac Buick in *********** **

  The contact there is ************************* ********************************************************* 

  Thank you,

  *****
  
  

  Business response

  08/17/2023

  The vehicle was purchased used with over ******* miles; we cant anticipate if a vehicle is going to breakdown especially one with that many miles on it.  The vehicle went thru our reconditioning center where it was inspected and prepared for sale.  Pre-owned vehicles are purchased as is, however Randy Marion Automotive provides a 50/50 warranty up ***** miles.  The customer did pay $500 for the repair on 2/20/23, the total was $1,054, Randy Marion Automotive absorbed the rest.  The transmission went out on 4/14/2023, the vehicle had been driven far over ***** miles so the warranty had expired. 

   

   

  ***************************

  Director of Customer Relations

  ********************************************* Automotive Group

• Initial Complaint

  12/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car from this company less than a month ago. Before signing we filled out a form stating they would make repairs to the car, the company would send someone to pick up the car and bring a loaner, get a replacement key for the car. After signing all contracts and the bill of sale, we received a phone call two weeks later stating they couldnt follow through on any of this. We had to take off time from work to get the car there, they werent offering a replacement key and we had to pay an additional $300 for it, and also stated they were doing us a favor by fixing the repairs for us and we should be happy they arent charging us for it as all cars are sold as is. None of this was stated and we have a signed form which they are now trying to not honor.

  Business response

  12/09/2022

  Thank you for forwarding the above referenced complaint dated December 7th.  Our Used Vehicle Sales Manager actually spoke with the customer on the evening of December 7th prior to ** receiving the complaint from your office. The customer agreed to bring the vehicle back on December 27th, and we will attempt to address the repairs she is requesting.  We have agreed to provide a loaner vehicle for her while our shop is inspecting the vehicle.  Our Manager also answered her questions about the key mentioned in her complaint.  We look forward to seeing the customer on December 27th.  Thank you for the opportunity to respond to her complaint.  

• Initial Complaint

  08/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My fianc and I financed a vehicle at the end of February. I received a temporary tag at the time of the purchase. When the time came that I tag expired we called the dealership, they stated they havent received anything yet. A couple weeks go by, its now May at this point, my fianc goes to the dealer and explained that we havent received a tag yet. They proceed to tell us that they sold us the vehicle without having ownership of the vehicle and gave us a second temporary tag, which then expired again. We were getting frustrated and called our bank and explained the situation and they were just as confused as us and took it upon themselves to contact the dealership with no success to solving the issue. ***** at the title clerk at Randy Marion has also been no help and has gotten nasty with us when we would call. It is now August and they still do not have answer ownership. We cannot get the vehicle inspected, we cannot get the vehicle registered and we do not have a tag. The bank does not have a title either. We went to the dealership to see if they would take the car back and give us payoff so we could finance a second vehicle that was owned by them to resolve the issue and they refused. They offered us $7k for the vehicle and that was that.

  Business response

  08/23/2023

   

   

  Pre-owned vehicles come with a 50/50 warranty for 3 months or 3 thousand miles.  We did fix the vehicle.

   

  ***************************

  Director of Customer Relations

  ********************************************* Automotive Group

   

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  05/14/2022was the date the vehicle was purchase. Paid ****** in cash. Since I have had the Vehicle Stabilitrak light came on. The car had stopped and had to be towed. I than call ***************** who I had been working because of a complaint that was filed for the oil issue. He continues to tell me that if I had any other issue to let him know. I did just that recording upon request, for my documentation. I than called him to let him know about the issue after the towing which I was responsible for to get the vehicle to its destination. When I came in, I spoke to a service advisor Mr. *** who is an older man with white hair. I went into the customer waiting area. I had told him it was the brakes the vehicle seems like it doesn't want to stop. he began talking loudly in front of other customers, there was a lady sitting across from me before he came in, that I was having a conversation with even she couldn't believe how he was acting. I reported it to ************ he smiled and said that is the way they were trained I told him I felt like I was getting the 3rd degree. I am a customer like everyone else is in here. I know Mr. *** the advisor would not have spoken to the other people like he had spoken to me. the other customers were looking also. They have a camara that could be looked at. I also recorded his conversation for my documentation upon request. this was very unprofessional. As I had told him I felt like it was the brakes. That was what I need the front padding he said was almost gone and they cleaned the rooters nothing was done to the back brakes. The car still seems like it does not want to completely stop and does not pick up as it should. I was told a part I need to come in the Stabilitrak light it would take a month. By Mr. *** the Advisor. I called after wards that was not true. I also have recording of how many times I have tried to contact ************ to have him return my call I have brought the car back five to six times within One and a half months.

  Business response

  08/22/2023

  The Stabilitrak was replaced on ************************ vehicle and there was a national back order at that time on this part.  The front brake pads were replaced, and the rotors were resurfaced. Randy Marion Automotive absorbed the cost of these repairs.  The service manager did speak with **************** about her concerns. We reviewed concerns about voice volume and multiple questions with our advisors. Our advisors are to ask several questions about the vehicle and the way it is running, this helps the technicians diagnose the vehicle. 

   

   

  ***************************

  Director of Customer Relations

  ********************************************* Automotive Group

• Initial Complaint

  05/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of action (5/14/2022) My daughters and I had been looking at different dealerships to purchase a vehicle. We started off good with Randy Marion we were shown different vehicle. We told the gentlemen we were working; with we would be paying cash. $20.000. It was not too much longer we received a call stating that a car came in he would like for us to take a look at it. it was a 2016 Buick lacrosse they wanted more than we had offered so we told them we will continue to look. elsewhere than he said there was another one that was a 2012 Buick lacrosse I said we can't spend that type of money on a 2012 without a warranty with the car. They agreed the car was not at their dealership, it would have to be transported when the Buick lacrosse came, I asked had it been service I was told they don't put cars out without being serviced. We test drove it came back walked around the car, asked for the Carfax we were told the paperwork had not come in, but they know by looking it up it had not been in any accidents. and they will get me the paperwork. We than proceed to give them the $20.000 in cash. took the car home two days later oil on the ground on the side by the bottom the plastic piece popped out. I took it to the shop very rude service man helped me long story short fixed that issue. the manager said they would not repair the plastic part that popped out. I am still within my 90days. pictures and recording upon request, when I brought it back the man who should us the car just push it right back in. I told him it's only going to come back out is this what they did the first time that's not fair to the consumer. I was very surprised. What is going on when people stop caring about their costumer. I also have recorded so many conversations in going step by step in buying of this vehicle. available upon request.

  Business response

  06/16/2022

   

  Thank you for the opportunity to respond to this Complaint.  The customer did purchase a *************************** vehicle which had close to ******* at the time of purchase.  Today, our service manager reached out to the customer to arrange a convenient time for the vehicle to be inspected by one of our certified technicians.  Once our technician completes the inspection, our service manager will gladly meet with the customer regarding all of her options.  We certainly want the customer to be completely satisfied with her vehicle and with us, and we will try to help the customer anyway we can.  However, we need to start by inspecting the vehicle to see the issue she is complaining about. 

  We look forward to hearing back about a convenient time to inspect the vehicle and we look forward to helping solve her issue.  Our service department may be reached by calling our main number - **************.  If we do not hear back from her today, we will attempt to contact the customer again tomorrow. 

  Thank you again for the opportunity to respond to the complaint.    

  Customer response

  06/17/2022

   
  Complaint: 17293247
  
  I am rejecting this response because: I can't agree until the issue has been resolved. I called ********************* at 8:40 AM 0n 06/17/2022 to discuss the issue I was told to leave him a message for a return call. I will than return with my response to the Better Business Bureau.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  01/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I took my Cadillac CT 5 back to Randy Marion Cadillac (where i purchased it) back in July 2021. A vibration in the front end drivers side. I had already contacted Cadillac Corp about the problem from a previous visit to ******** Cadillac in Hickory. Cadillac had told me that the dealer could contact an engineer to get assistance with the issue. Randy Marion refused to contact an engineer. The issue had nothing to do with my tires ( car only had 5K miles on it. They powered balanced and cut one of my tires. Had to leave the car for 7 days to get a replacement. Took the car in 4 times and waited from 4-6 hours each time but nothing was found or completed to solve the problem. Service Manager ******************* has refused to answer my emails or voice mail. I called again in Nov 2021 and asked for a district Mgr but was referred to their customer service manager. I sent her all the emails and gave her all the back ground information. On January 10 th 2022 i called the lady back ( ****** ( ********************************************************** and left her a voice mail to call me, had not received any feedback from November. She did not return my call. I need some help in finding someone at this large dealer franchise to help me with my issue. Cadillac has a 3 year warranty and i want the problem resolved. No one is doing anything to help. No communications or follow up. Thanks in advance.

  Business response

  02/14/2022

  Thank you for forwarding the consumer complaint.  We have met with the customer and inspected the vehicle several times.  And we will be glad to meet with the customer and inspect the vehicle again. Unfortunately, on the previous visits we were not able to duplicate the issue the customer is complaining about.  This was discussed with the customer, and he stated that the issue doesnt happen all the time.  During the previous visits, our technicians have balanced the tires, and replaced tires at no cost to the customer.  Again, our technicians were never able to duplicate the issue.  The vehicle was inspected,and test driven by a senior technician and our service staff several times. 
  As we were not able to duplicate the problem, GM will not dispatch an engineer as their criteria requires duplication to do so. 
  We will be glad to inspect the vehicle again.  We will reach out to the customer to set an appointment.
  Again, thank you for forwarding the complaint.

  Customer response

  02/15/2022

   
  Complaint: 16455718
  
  I am rejecting this response because: I was told that the tire issue had to be the first step taken, then if not resolved, they would address other areas. I emailed them the problem was not fixed and asked what we could do next. My emails were never returned nor any voice mails returned. I called again and asked for help; i was advised to call the **** Service Mgr. She did return my call and we went through all the issues. I waited about 2 months and never heard anything so i called and left her a voice mail. She has still never returned my call. DO THEY THINK THIS IS APPROPIRATE CUSTOMER SERVICE? The new car has a warranty and they could care less.
  
  Sincerely,
  
  ***************************

  Business response

  08/24/2023

  We did invite the customer to bring their vehicle back in.  General motors will not dispatch an engineer unless the concern has been duplicated by a technician. All of Mr. ******** tires were replaced under warranty.  We offered to let the customer drive another vehicle just like his so that he could see that vehicle drove the same, he declined the offer. 

   

   

  ******

• Initial Complaint

  01/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently bought a 2016 ************* from said dealership. The vehicle appeared fine with a test drive but a week or two in I had to take it back for severe electrical problems and the ignition not turning over. They took it and worked on it and upon return I drove it around for 3 weeks and the very same problem occurred. This time the car did not turnover at all. The business offered no assistance for it to go back to the shop. That was on me. I did call prior to the car not working at all and the dealer who I bought the car from told me to cycle the the locking/unlocking button on the key fob which worked once but I fell into the same difficulty that didnt work either. This culminated in me being stranded in a grocery store parking lot because the car was dead. I called them once again. They offered no help. It was again on me to bring the lemon back to their shop and Im not paying another deductible for their s**** up. I already paid $7000 down and a $200 deductible for services in the course of two months. This isnt right.

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