ComplaintsforRandy Marion Ford of West Jefferson, LLC

• Initial Complaint

  09/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took our **** **** **** to be repaired because of rough idling and engine light was on. After 3 1/2 weeks of them saying our warranty insurance was hard to work with and our insurance company saying that Randy Marion was not sending proper paperwork, we went ahead and paid $1,900.00 and they said we would be reimbursed whatever our insurance paid. My husband has cancer and other life threatening health issues and we had to have a car! We picked up the car, it was suppose to be fixed, and barely made it home, it was smoking, and barely running! My husband checked the oil and there wasn’t ANY in it, called Randy Marion and they sent a wrecker out the next business day! This time they had it another 3 or 4 days! They said it was fixed, now, It has only been a few days and today it is idling rough again and the engine light is flashing! We are at wits end and getting no results.

  

  Business response

  10/31/2023

  We have tried extensively to repair this car and we had know idea it was having issues again until I received this complaint . We did reimburse the money they paid for the repairs the same day they paid for them . We are currently trying to reach the customer to try and rectify the issue .  

• Initial Complaint

  12/07/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a used Red Dodge Ram 2500 with an extended warranty. I traded the vehicle in fairly quickly after buying it for a Challenger Hellcat and have been seeking a refund of the extended warranty contract since April when the vehicle was Traded in. I have provided the proof of payoff now 4 times to this establishment and even drove up to the used car store to fill out the cancelation form and drop off the proof of payoff in person. That was in July. When I followed up via phone the F&I manager said he was off the day I dropped it off so I needed to submit it again. This time I mailed everything and I still have not received my cancelation and it is December. I feel after being jerked around I should get the full refunded amount instead of the 90%-95% prorated amount I was told I would be given.

  

  Business response

  12/09/2021

  I asked my business manager to contact Mr. ***** to handle his request of the refund.  A voicemail was left and an email sent to communicate with him regarding this.  We will expedite the refund request since this has been attempted by him several times previously.

  Sincerely,

  Rhyne S****

  General Manger 

• Initial Complaint

  11/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new Ford Escape from the dealer. It was a demo vehicle used by the dealer, but was informed that it came as a new vehicle with a warranty start date of the date of purchase and mileage based on the current mileage at the date of purchase. I purchased the vehicle in June, but the warranty start is listed in the Ford system as 1 March 2021. The salesman has been assuring me he is working the issue, but it has been 5 months. I would like the warranty start to be aligned with the purchase date of the brochure.

  

  Business response

  11/10/2021

  This concern has been addressed and handled per the commitment to the customer.  Information regarding the corrected warranty start date has been communicated to the customer.

  Thanks,

  Rhyne S****

  General Manager 

• Initial Complaint

  10/25/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a used 2018 Porsche Macan on July 28, 2021. The sales person name Hunter O***** and the business manager Mike G***** never disclosed to me that the title was dirty. I’ve been hounding Hunter for three months in regards to my title and that my car is not even registered with the North Carolina DMV. Since the paperwork was never submitted I’m unable to get insurance or tags or title and I am paying a month for a car that I cannot drive. The business manager and general manager have all been avoiding me. I even contacted Diana who was in charge of the titles she also was useless had no explanation as to why I was sold the car with a bad title. I am seeking resolution and a new title ASAP. I want an explanation as to why they are conducting fraudulent business and selling cars with dirty titles and not informing the customers prior to buying the car that the title is not clean. If I paid my money I do deserve a call and an explanation as to what is going on and they have been avoiding contact with me so I had to resort to filing a BBB complaint and a complaint with the North Carolina DMV fraud inspector. I paid for a new registration and for my title to be filed and it was not done within the 28 days which is recommended by the state of North Carolina and I would like to have my money refunded since they did not comply with their end of the contract and I want my title!!!

  

  Business response

  11/08/2021

  This is been a disaster for sure trying to get the title and I certainly understand the customer's concern and frustration on this matter.  We have been dealing with an unusual set of circumstances in paying off a traded vehicle and getting the title back from the lien holder.  According to updates om this we should be receiving the title any day and are following up with the lienholder to ensure an expedited transfer to us once they receive it.

   The notes on this are:

  -vehicle financed with Porsche Financial with the original owner
  -customer who traded the vehicle to us had requested a state change for the title before he/she traded it to us.
  -after customer traded the vehicle we were notified of this by Porsche Financial and they were waiting on the new title to get back to them (Utah title).
  -after repeated calls to Porsche Financial and them not having the title, a duplicate was ordered by Porsche Financial on 9/1.
  -a follow up call to Porsche Financial said that the title had an expected date of 10/30 for them getting the title.
  -according to Carfax the title was produced on 10/20 so we should be on track with their anticipated 10/30 date to receive the title, which will them be forwarded to us.

  Calls as recent as 11/5 have been made to Porsche Financial inquiring on the status. 

  Rhyne S****

  General Manager 

  Customer response

  11/09/2021

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

• Initial Complaint

  09/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new vehicle from Randy Marion Ford Lincoln on 5/26/2021. Upon delivery the vehicle was damaged, and the dealership promised in writing to correct the issues. After numerous attempts to resolve the issues, on 8/30/2021 via email (see attached), Randy Marion Ford General Manager Rhyne S**** and I mutually agreed to a settlement of $9,563.49. He sent 2 party checks (attached) that as they are written cannot be used as payment, cashed, or deposited by either party. He now wants to pay by credit card which has its own challenges such as to rent a car, you must provide a credit card in the same name as the renter. This settlement is between me and the dealership not third parties. So I am not beholden to Randy Marion Ford Lincoln, my request is again that they provide me with a settlement check made payable to me and to me alone to resolve this matter.

  

  Business response

  09/17/2021

  In regards to Mr. ****'s for the agreed upon repairs to his vehicle, he provided estimates and pending costs from businesses and asked for money to cover these.  Due to the distance he lives from the dealership I agreed to pay these costs since he did not want the vehicle driven the miles to my dealership.  The agreed upon money was being paid exactly as the estimates stated that that he provided.  Our policy is to pay to ensure agreed upon work is done and anytime this is done is payable to the providers and not directly to the customer.  My agreement to pay this was not to give Mr. **** the money for him to do anything different than what our agreement was and what the estimates state that he provided. 

  Mr. **** contacted me asking that the checks be payable to him only due to work needing to be done in phases and I offered several feasible alternatives to make this happen.  I offered to deal directly with the providers he gave estimates from, which would enable him to get work done as he needed to around his schedule.  Dealing with the providers directly I can pay with a check or credit card so Mr. **** gets his desired worked completed without requiring him to pay anything out of his pocket and provide him flexibility for repairs.    

  I intend to honor my commitment and promise to him that I made to get his vehicle repaired, but I have to be covered knowing that my intent to satisfy his concerns are being completed.  For this, payment will only be made directly to the providers he chose when he provided me estimates.  I do not understand the concerns he has needing the money payable directly to him unless there is a different intent for the use of the money, which is totally different than his requests and something I will not accommodate.      

  

  Business response

  09/23/2021

  Again, I will not issue payment solely to the owner for the agreed upon work.  I made payment payable to the owner and the vendors that were on the estimates that the owner provided.  I would be happy to arrange payment directly to the vendors if the owner will provide me a contact.  My goal is to make this easy for the owner, but I am protecting the company to be sure the money is used for what the customer and I agreed upon.

   Another thing that I have to work with is that the owner has a bank contract with Ford Credit and I cannot legally pay him solely.  When a loan is on a vehicle, payments related to repairs of this nature related to the vehicle must be paid to the owner AND vendor doing the work OR must be made payable to the owner and the lienholder.  This also is a factor in why I cannot make agreed upon repairs payable only in the owners name.

  I am not understanding why the owner is having trouble letting me help him get repairs done to the vehicle that he and I agreed to.  Like the timeline he stated, this has gone on far too long and he has been offered what he asked for.  Attempting to seek help through the BBB seems illogical since what he asked for has been given to him with alternatives also offered to work around his stated problems. 

  Additional notifications will only be answered with "please refer to previous responses".       

  Rhyne S****

  General Manager  

  Customer response

  09/30/2021

   I am rejecting this response because:
  
  Rhyne,
  
  I provided the contact information for my local dealer on the following dates:
  5/26/2021, when I purchased the car and your service manager was supposed to work to coordinate all of this with my local dealer but never followed through.
  7/9/2021, in the header of the preliminary estimate provided.
  9/2/2021, when I re-laid the information about them not able to accept 2 party checks due to banking policy. 
  
  For my local ********** Rent A Car, I provided the contact information for them included in the estimate on 8/30/2021, I am also putting it here as well.
  
  ********** Rent-A-Car
  ********** ***** ***** **** ******* ***** *********** ** ***** ************
  
  My local dealer has ordered the required parts but the vast majority of them are on back order with no ETA or have a status of “Locate Pending”.
  My wife is due within the next week so hopefully the parts needed that prevent my ability to put a 4th car seat in will arrive expeditiously. That said it most likely means that this will drag on for several more months until all the repairs can be completed. 
  
  This complaint is the result of a lack of follow through and execution on the agreement between myself and the Randy Marion Ford Lincoln Dealership.  After months of waiting, payment was provided yet in a format that the vendors cannot/will not accept. Now I’m supposed to just have blind faith that when the parts are finally available and the work is completed you will be available to provide payment information. 
  

• Initial Complaint

  09/12/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a 2016 Porsche Macan S from this dealership Monday, September 6th. While driving the next day, the passenger-side brake line ruptured. Thankfully I was only in a parking lot and was able to come to a controlled stop. The service center DID NOT inspect this vehicle properly and could have ended up MUCH worse than it did. They replaced both front brake lines and SUPPOSEDLY bled the brake system. The brake pedal was extremely spongy and soft, which is indicative of air in the system. The service rep argued that this is the way it should feel and they bled the system 3 - 4 times. I did not trust this answer, so I took the vehicle to people I trust. I spent an additional $135 to have the brake system flushed, and there was in fact air in the system. Twice this dealership handed me an unsafe vehicle. I want them to reimburse me the $135 that I spent to fix their problem.

  

  Business response

  09/14/2021

  I have communicated to Mr. ****** regarding the issue expressed.  I am sending a check to Mr. ****** per his request of desired settlement.

  Regards,

  Rhyne S****

  General Manager 

  Customer response

  09/14/2021

  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. ↩