ComplaintsforRandy Marion Chevrolet of Statesville

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used this dealership's service department to diagnose a computer code on my automobile. They decided that the thermostat needed to be replaced based on code P0128. I asked the service advisor to check GM service bulletin no. 17-NA-158 dated May, 2017 that advises service departments that P0128 code may be a false code generated by the car's computer for this situation and that it can be cured by a reset of the computer module. The service advisor ignored this information and instead replaced the thermostat at a cost of $1,216.61 which included parts, labor, misc. charges, tax, and a surcharge for using my credit card to pay. In addition to this possibly unnecessary repair, I was charge for 4.5 hours of labor when the job only took 2 hours to perform.

  Business response

  06/05/2024

  ****************** and his wife came into our store on 4/6/2024 with DTC of P0128. ****************** referenced a GM Service bulletin to ************************* in reference to the repair at the time of write up, and ************************* was the technician that inspected the ********* XT5.  After diagnosis it was determined that the thermostat was reading improperly and setting an active DTC causing the check engine light and reduced steering message. The estimate to repair was $1,181.17 and the ********* approved the repair. The repair procedure was a thermostat replacement and clearing all DTC's.
  
  ****************** believes the bulletin he referenced should be just clearing the codes, but this is not true. The P0128 code will also set a U0401,steering reduced message, because they work on the same CAN BUS system. The bulletin states that if P0128 is present it must be corrected before clearing the U0401, which is the repair we completed. 
  
  He also believes he should be charged two hours for labor because that is the time he waited for the repair to be completed.  The labor time guide is 3.5 hours and 1.0 hour of diagnostic time and that is what he was billed for. The labor amount was quoted to him in the estimate that he approved.
  
  The service department has not erred in this customer complaint.He was provided an accurate estimate that he approved, and the repair procedure and bulletin were both followed.
  
  The bulletin he referenced is below
  
  
  Condition Some customers may comment on the Steering Assist Reduced, *************** message displayed on DIC.
  The technician may find the following DTCs set:
  P0128
  U0401
  Some technicians may find that the steering gear has been previously replaced.
  Information Important: Do Not replace the power steering gear for DTC U0401:71.
  After 20 minutes of driving customers may have a DIC message of Attention Required: Steering Assist Reduced, Drive with Care. This has led to replacements of steering gears that do not correct the issue. Other devices that communicate with the steering gear may have failed and, as such, are leaving an error stored in the steering gear.
  The Steering Assist Reduced issue is caused by an invalid coolant temp signal from the **** The steering module looks for a valid coolant temp so it can compensate for cold and thick grease. As grease gets cold, it becomes thicker and harder to move. This can cause a heavier than normal steering feel. The steering module, when it thinks its cold due to the coolant temperature value, provides extra assist to support heavier condition. Since the coolant value on the CAN bus went invalid, this function of the steering module went inoperative.
  Diagnose the P0128 Engine Coolant Temperature (ECT) Below Thermostat Regulating Temperature using procedures in SI. Once the P0128 is resolved, the Steering Gear U0401 can be cleared.

  Customer response

  06/05/2024

   I am rejecting this response because:
  Although the business took the opportunity to cite the ** Service Bulletin No: 17-NA-158, they left out one critical piece of information from that bulletin.  As you can see in the attachment provided on the bottom of the bulletin it says, "No parts are required for this repair."  In other words, the thermostat did not need to be replaced and the charges for that part and the labor required to install it should be refunded to me by Randy-Marion.
  
  

  Business response

  06/14/2024

  My service manager, *******************, has been in contact with the customer, *******, to discuss this.  A resolution was reached that the customer would be satisfied with a $500 goodwill refund on this repair.  It was then determined that the customer has disputed the total charge with his credit card company.  Until this dispute is reversed, we will not be issuing the customer the agreed refund.  

• Initial Complaint

  11/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Randy marion. has done the service on. my vehicle since new. Now after a slipping of transmission a short 2000 miles since last service. They said fluid is burnt and when i questioned them they admitted that they had never recommended a service or checked the fluid as they should. Poor service and to advise you they have serviced my truck from 198 miles up to the issue at 170000 miles. Talked with. mike s**** and he advised if they would have caught this earlier he can’t promise a different issue. poor excuse now i am out money after paying them a lot of mo why over the years

  Business response

  12/06/2023

  The service manager, Mike S****, has been in contact with this customer and the customer understands what has happened.  We have made repairs to the vehicle for the customer.  

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought my car in for an oil change and tire rotation. The front tires were worn more since my car is a front wheel drive. After the tire rotation, I could hearing a thumping noise as I drove. I figured it was the tires not quite balanced and hoped the noise would go away after a bit of driving. After 2-3 weeks, I brought the car in to have the thumping noise looked at. We were told there would be a approx $90 charge to evaluate the car, but the fee would be waived if Randy Marion was responsible such as the noise coming from the tire rotation. As my wife picked up the car, she was told they could not find the cause of the thump sound. But they saw the front tires were "severely worn" and that replacement of the front tires is recommended. The service rep stated that would even be better to replace all 4 tires. That did not make sense, I just had lesser worn tires rotated to the front! So I brought the car in the next evening and asked the service rep to check my tires and alignment. They put on the gadget to check my tires and gave me a print out that stated "no service needed". I immediately asked to speak with the manager, Michael S****, and presented him with the service receipt and the tire/alignment report. I told him that either my tires need replacing and the alignment need or that the service rep was trying to sell me services that are not needed. My concern is that either the service was not done correctly or at all. I hesitate to call it a fraudulent practice, but definitely suspicious. Mr. S**** looked at the 2 contradictory papers in question and promised me he would "make it right". He promised me he would get back to me shortly. After several days, my wife received a call from Randy Marion. My wife told them to call my personal number instead. I never received any calls from Randy Marion. My phone is on 24/7 plus it would register a "missed call" if someone tried to reach me. So the claim that they attempted to call me would be inaccurate.

  Business response

  08/14/2023

  I review of the notes and work completed, a call was made to Mr. ***** after speaking to his wife.  The call was answered by voicemail and my service manager Mr. S**** left a message explaining what had happened.  This was after a in person conversation with Mr. ***** and Mr. S**** that included communication that the rear tires were at 1/32 and needed to be replaced to correct the noise being heard.  Due to our error of noting the repair order with the wrong tires in the position they are in I am having my accounting office refund one half of the cost of the total repair order,  The total repair order is for oil/filter service and tire rotation.  The half being refunded more than represents the cost of the tire rotation  portion of the repair order that is the concern. 

  Customer response

  08/20/2023

   I am rejecting this response because:
  
  Response by manager is woefully inadequate.

  
  Company claims their error was due to noting the wrong tires in position. Yet my wife was told they did not really know the cause of the thumping noise. But that they are guessing it was result of tire rotation. Their recommendation was to replace all 4 tires? Rebuttal does not make sense.
  

  The “recommendation” for an unnecessary alignment was not addressed in company’s rebuttal.  The silence to that recommendation was questionable.

  I do not mind paying the $105.63 charged on 6/3/2023 for the oil change and tire rotation. That was an appropriate payment. It is the extra $91.36 that was charged on 6/27/2023 for unnecessary repair recommendations that I am contesting. Unclear to why an amount of $88.70 reimbursement being offered to me. Spoke with Mr. S**** on 8/15/2023, gave him my mailing address. Plus I replied to his later email as well stating I will settle for $88.70 reimbursement for closure. Still waiting for check in the mail or email reply as of Sunday 8/20/2023. 
  

  If check was delayed in the mail, I can notify BBB. 

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used 2014 J*** ******** *******. It was 100% the vehicle I was after. However when I showed up, there was a ticking noise. The check engine light was also on, however it read "gas cap". I was assured it was a EVAP issue, which I had dealt with previously so I was unconcerned, however the ticking noise was worrying. The only reason at this point that I was willing to move forward was due to the CONSTANT reassurance that "every vehicle sold" came with a warranty. I believe it was 3 months or some such. The standard used car warranty from a big dealer. So, after fighting off a $3000 "reconditioned fee" and being told "our jeep guys have been over this twice and can't find anything wrong" I went forward with the purchase. Simply due to the warranty. Well. Shocker. It was all lies. I took it to a mechanic for the tick. $1200 repair for rockers. Called the dealership. They denied the warranty stating that "we agreed to remove it for the deal" which even our salesmen didn't know about. He assured we would get a call. Never came. They ignored it. Over. And over. Since then I have had to replace both front calipers as well, the front wiper motor, and the entire evap canister. They didn't honor a warranty at all, and I wouldn't have purchased it without. Something that was relatedly stated, to the point that even my salesman knew it was BS when they cut it. Totally shockingly after that he never retired a single call. It's one thing to be taken for a ride and over pay at a large dealership. It's another to be lied to, and then ignored. My understanding of the warranty is it's 50/50. But hey, I was lied to and then ignored, so I expect this to go unanswered. At this point in about to stand out front with a sign to drive business away from a dealership that can't even stand behind their own warranty. I've had bad experiences in the past with xyz corner dealer. But for such a established dealer to be this shady is disgraceful.

  Business response

  07/24/2023

  Phone calls and emails to this person has gone unresponsive to discuss the terms of the original terms of the sell and to find resolution.  

  This name does not show as a customer in our system and an email to the email provided was responded to with the correct name of the customer.  Since that no over communication has been received from the person.

  Rhyne S****

  General Manger 

• Initial Complaint

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I drove an hour into ************ ** to purchase a ***** ******* in late December 2022. The main reason I drove this far is because this ***** ******* had a sunroof, which is a feature I was get. The dealership claim that they did a full vehicle check on the vehicle but I don't really know what they checked. the 2 front tires were close to bald. which makes this the 1st vehicle I've purchased that didn't have new tires. I thought dealerships use that as a selling point. I did make a big deal of it being that I was in desperate need of a vehicle. In February 2023, my sunroof stopped working. I was able to schedule time off on march 7th to bring the vehicle in the shop at 8 am, and the service team did nothing but had me wait about 3 hours to tell me they want over $300 to look at the sunroof which is under the extended warranty and give me a crap loaner, while holding my vehicle for 24 hours. When I went into the office where all the service manager were at because I was tired of waiting. I asked why the sunroof cant be fixed for free, being that I paid for the extended warranty. the managers and my salesperson agreed that's how they do business. then they tried to convince me that most ********* vehicle sunroof's have problems and I should treat it as normal. On the GM parts outlet website the entire sunroof assembly cost $800. I can say this was the worst service I've ever had. the only difference between this service experience and robbery is that they didn't have a weapon to try and get money from me.

  Business response

  04/13/2023

  Mr. ***** and I talked this morning.  I have him setup to go to our store in ************ to have his sunroof repaired.  

  Thanks.  

• Initial Complaint

  02/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My fiancée and I purchased a car, the salesman kept telling us how they had went through vehicle and their wasn't anything wrong with it. We kept telling him how for $20k we couldn't afford to purchase anything with any known problems and he gave us a story of how he personally knew car was in great shape because his friend attempted to buy it but could not secure the loan. We purchased car less than 30 days ago on a cold day. 2 weeks after purchasing car we found out lug locks weren't put back in vehicle after dealership had changed tires and interesting enough we had an usually warm day and we find out car also has no A/C. they more than happy to say that's what extended warranties are for.

  Business response

  03/04/2023

  My General Sales Manager spoke to Ms. *********, the registered owner who purchased the vehicle.  Ms. ********* was told we would offer $100 goodwill towards her repair.  I understand she understood that there was no warranty coverage on the vehicle and acknowledged declining to purchase an extended contract at the time of purchase.

  The missing locking lug key is still be investigated on our end for resolution.  

  Thanks,

  Rhyne *****

  General Manager  

• Initial Complaint

  01/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a used 2020 ********* ******** ******* from Randy Marion Chevrolet of Statesville. I assured that the vehicle had been put through a 127 point inspection, including all systems, fluids, & mechanical parts of the vehicle. The same night we purchased the car we realized that the back automatic seat was not working, This was checked off on their inspection report that it was functional, after much fighting and leaving several poor online reviews they did agree to fix that part. At that point, the General Manager of Randy Marion Chevrolet in Statesville also offered me a cash payment in exchange for removing my ******** Review. Since that is a bribe, and bribes are in fact illegal business practices, I refused to accept and my review stands. It is now six weeks since I purchased this vehicle and the transmission has completely failed. I was hearing some strange noises when driving the car, so I took it to a local mechanic who advised me to have the transmission fluid checked. Upon checking, it became clear that the transmission fluid was bad. What should be a reddish/pink fluid in color was completely and totally black and full of dirt and grime. He also commented that transmission fluid would not go that bad in only six weeks of normal driving and that had an inspection been done as they claimed, they either chose to leave bad transmission fluid in the car or they never checked it all. Later that day, my car completely stopped working. I am CONFIDENT that Randy Marion Chevrolet of Statesville falsifies their inspection reports and fraudulently sells used cars to consumers. This was proven with the non-functional back seat that was marked as functional on the inspection report, the fact that they were willing to bribe me to remove a ******** review and given the current mechanical issues I am facing with my car.

  Business response

  01/17/2023

  I am sorry to hear that there are possible problems with the transmission on the *******' ********.  We do have coverage for powertrain problems, which the transmission would fall under this for coverage.  I have attached the warranty offered and accepted by the ******* at the time of purchase.  The warranty is a 50/50 coverage for 3months or 3,000 miles, whichever comes first, from the purchase date and miles at purchase. 

  We have made several repairs to the *******' ******** since their purchase that were not covered under a powertrain coverage for goodwill and customer satisfaction.  Unfortunately the purchase records indicate the ******* did not purchase any type of service contract offered that would have given extended coverage.  At this point I do not feel that we have any additional responsibility to repair at 100% our cost given the warranty offered and accepted.

  I regards to "Randy Marion of Statesville falsifies their inspection reports and fraudulently sells used cars to consumers", this is totally false and and can be proven otherwise with records and documentations of our reconditioning records of all our preowned vehicles.

   

  Customer response

  01/18/2023

   I am rejecting this response because:
  
  I can prove that their inspection reports were falsified with pictures of the transmission fluid that was pulled from my car - proving that they did not fully inspect the system and adequately replace bad transmission fluid. 
  

  as far as “multiple repairs” being done to my vehicle out of goodwill - that is a false statement. There was ONE repair of a broken back seat, and they only fixed it because it was proven to be marked as functional on their inspection report when it was in fact not functional at the time of service. And this repair wax ONLY done after much fighting with them and a negative ******** review that their General Manager offered me a cash payment to remove, which I did not accept. 
  

  I have attached two pictures - one is the bad transmission fluid that was left in my car, even though GM recommends replacing transmission fluid at 60,000 miles and I purchased this vehicle at 69,000 miles. The second is what transmission fluid is supposed to look like to keep a car running smoothly. 

  Business response

  01/25/2023

  The first response was detailed regarding this complaint.  I emphasis the warranty outlined in the initial response that was on the vehicle and encourage the customer to take advantage of this if the vehicle meets the coverage.

  Customer response

  01/25/2023

   I am rejecting this response because:
  
  Nothing this Business says will be acceptable to me unless they apologize for selling a vehicle under false conditions of an inspection being done. I recently found out, per another Chevrolet dealer that the brake fluid was left low in the car and that the brakes are near needing replacement, which means this was another area of the car that was not fully inspected. 

• Initial Complaint

  07/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 12, 2022 we took our 2015 Chevrolet Cruze to Randy Marion Chevrolet of Statesville for an oil change. After the oil change was complete, the low oil pressure light came on as we were leaving the parking lot. We took the car back to the service department and explained that the light came on. After looking at the vehicle they said the sensor must have went out. We paid to have the sensor replaced which did not fix the problem. The low oil pressure light was still on. At this point they tell us we may need a new engine. We purchased the vehicle from Randy Marion Chevrolet of Statesville. We have only had the vehicle serviced at Randy Marion Chevrolet of Statesville. We have done everything a consumer would do to protect a large investment like a vehicle. At the time of purchase, we also bought the extended warranty. The vehicle only has 67,000 miles on it. After they told us we may need a new engine, I contacted General Motors Corporate to open a case ticket. I explained to them I did not think we should be paying around 6,000 dollars for a new engine when the car only had 67 thousand miles on it regardless of warranty. An engine and transmission should last longer than that. They opened a ticket and told me to contact the dealership. I contacted them and told them the same thing about paying to replace the engine. I spoke with the Service Manager and then the General Manager. The General Manager told me he understood and to trust him, that he would see what he could do to make it right and come up with something we both agreed was fair. He said to give him a couple of days to get back with me. We have now been without a vehicle for 8 weeks. I have attempted to contact the General Manager and left messages and also contacted General Motors Corporate and left messages and have yet to be contacted with a resolution.

  Business response

  07/22/2022

  With the vehicle being out of factory warranty and there not being a service contract on the vehicle as well, there is no coverage for paying for the needed repair(s).  The Preowned Manager at the store has reached out to the owner to trying an offer assistance by trading.  These discussions are still ongoing.  

  Customer response

  07/22/2022

   I am rejecting this response because: The General Manager and the Preowned Manager both spoke with me before I filed the response with BBB. They both told me they were going to call me with some numbers on amounts to fix the vehicle and amounts they would give me on a trade-in. That was 2-3 weeks ago and I never received a response back with those amounts. The Preowned Manager told me if the car was drivable he would just send it to the auction and the person buying it at auction would not know it needed a new engine. Shame on you....After that conversation, I decided I would not purchase another vehicle from Randy Marion. I did purchase an extended warranty with the vehicle. An Engine and Transmission should last more than 67000 miles. Warranty or not. I'm punished because I don't drive my vehicle a lot of miles. Maybe these managers should have reached out to General Motors and tried to make things right for their customer. They left me without this vehicle for 9 weeks now and was in no hurry to contact me back.
  

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a 2020 Ford Explorer at Randy Marion on 601 Gaither Rd in Statesville NC at the Chevy lot. My Salesman was Gunner **** and his Boss was Vinny. It was a horrible experience from the jump. It took the days to even find the vehicle. & when they found it, we went to purchase it and that is when we noticed right off the bat there was something wrong with the front end (looks like someone hit something). The pictures online did not show that on the front end. So i asked gunner about it and he said he had no clue what I was talking about but he would check into it & make sure to get it resolved for me. Well come down to it after signing paper work an what not they wouldn’t fix it because they lost to much money on the vehicle & they refused to pay to get it fixed. Which I think is a load of bs because them losing money is not my problem. The vehicle had damages before I even left the lot. It should of been fixed regardless how much money was lost on the vehicle. Also the car had no floor mats when we purchased it & all vehicles are supposed to have mats before a customer leaves with the car. We finally took it home & the guys forgot to put the oil dip stick back in so oil was everywhere & leaking. the driver side window goes down & gets stuck sometimes. The side of the drivers seat is broke. The screen/backup camera has a defect. there is a recall 21S44 & they refuse to fix it because a dealership in Charleston SC attempted to fix it already (did not work) so now we would have to pay $422 out of our pocket on a new vehicle we just purchased. I want my vehicle fixed the correct way. They have had my vehicle sitting on their lot since last Monday 5/16/2022 & still haven’t heard anything besides we will have to pay $422 which is ridiculous when we purchased the car with all the issues. The front end will not be fixed sadly because they refuse to fix it still so the $422 is just for the backup camera issue. This needs to all be resolved or they can have the car.

  Business response

  05/25/2022

  Ms. ****** has been contacted by the dealership and her concerns have been addressed.  

  Thank you,

  Rhyne S****

  General Manager 

  Customer response

  05/26/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  10/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Wednesday the 22nd of September 2021, my wife ****** took my Traverse to Randy Marion Chevrolet in Statesville NC for a scheduled oil change. After completing the oil change, she returned home. Upon returning home, we noticed there were drops of oil on the driveway. Thinking it was just excess from the change process, we did not put much thought into other than the sloppiness of the job completed. On Sunday the 26th of September 2021, it was noticed the spots had turned into a puddle the size of a sheet of paper. It was fresh. I called and asked for the service manager (Tim P***) on Monday the 27th of September 2021. I was sent to his voice mail. He would NOT call me back. My wife took the car back on Monday the 27th of September 2021 and was told everything looked right and was questioned if she really saw it leak or not… OF COURSE WE DID! As of October 3rd, the oil leak is still happening. I personally saw 2 drops of oil drop in succession this morning.

  Business response

  10/04/2021

  Mrs. ******* brought the Traverse into the service department today and we took another look to see where oil might be coming from and found the filter that was replaced during the service is defective.  We replaced the filter, cleaned the area, test drove the vehicle and rechecked to make sure the problem was corrected.  

  A credit for a future service was made because of this issue.  I spoke to Mrs. ******* and apologized for the problem and how it had been handled and also asked her to let me know if any problems related to this still exists.

  Rhyne S****

  General Manager 

  Customer response

  10/04/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

*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. ↩