Complaints

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:08/31/2024

  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.

  I purchased a 2017 ****** ****** may 4th ! 2 months after having it my transmission went even with a 90 day warranty they excepted me to pay out of pocket ! My car has been sitting in the same spot my tow truck left it at still untouched almost 2 months later nobody calls and updates me about my car claim they have yet to receive the new transmission I call for updates I always have to leave a voicemail.

  Business Response

  Date: 09/03/2024

  The vehicle mentioned 2017 ****** ****** was Purchased 5/3/2024 with 58,438 miles, came back 7/5/2024 62704 miles. Roughly 4500 miles put on vehicle taking it out of lemon law. We did however sell it under our *** ** ******* and got the majority of the bill which was over $7000 covered. We have given the customer a loaner to drive this whole time and have all but $975 plus tax covered. We offered the customer an extended warranty at time of purchase that was declined. They exceeded the miles by NYS Lemon Law and the only customer responsibility it roughly $1053 inclusive of tax. Marina has gone above and beyond and has nothing else to offer this customer. Our obligation has been met and then some. We are at the mercy of available parts and have allowed the customer to stay in our loaner car while we wait for parts.  Sincerely,  Marina Auto Group

• Initial Complaint

  Date:12/21/2023

  Type:Customer Service 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 Used ******* from Marina Auto Outlet in FEB 2023, and never recieved a title. It has been 10+ months now, still no title, and they are now demanding that I sign an amended title to get one. I refused to sign the amended title (because I know they messed up the trade paperwork, and are just trying to not get in trouble for this), at which point (Frank I believe) told me they'd no longer be answering my calls regarding the issue. Marina originally claimed the issue was "an error at DMV", which DMV denies. A title was sent out in MAR2023, it was immediately sent back due to an issue with the dealer (according to DMV). Marina not only failed to notify me, they also failed to fix the issue or follow up with the DMV at all. I'm aware that they're just trying to save their skin, and I did try to resolve the issue peacefully for 10+ months now. The second i told them I was not going to sign an amended title, they "lawyer-d up" which tells me they know exactly how bad they messed up this transaction. If a refund or exchange is an option, that's what I'll be seeking.

  Business Response

  Date: 12/22/2023

  Dear Mr Pomilio,

   

  Very sorry to hear about the issue you have been encountering with your title. I have spoken with Frank the Manager of the Outlet and the title office in regards to the issue. They stated they had only recently been made aware of this issue and have immediately been trying to assist you with getting it resolved. Upon their inquiry to NYS DMV they stated the postal service returned the title envelope stamped “Returned Undeliverable”. This is why Frank was verifying your address which was correct on the envelope. Thus our only recourse at this time is to have you sign a duplicate title form and have a new title issued. This was a DMV or postal service issue and not the dealership. We have no refunds to offer. We have in fact agreed to absorb the duplicate title fee in good faith. We hope this resolves any issues and have no other options for you at this time.
  

  Sincerely,

   

  Lucas R****

  General Sales Manager

  Marina Auto Group

• Initial Complaint

  Date:12/21/2023

  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 2018 **** **** on 9/12/2023 for $20,000 (cashier check), later I was sent $78.55 for the amount I paid over after contacting the business and letting them know I still had not received this amount (received check after 9/29/23). On 9/13/2023 I contacted the salesperson letting him know I was not happy with the vehicle due to not feeling safe while driving it home due to it was lose in the back end and I felt as though the vehicle would go out of control. I was only able to go 60 miles an hour on the way home. 9/14/2023 they got me into the shop but upon further review I was told by the tech and the head of service that due to the sound of the wheel bearing they couldn't concentrate on the backend but that it was identified as a problem. They said that it was safe to drive but that I was welcome to bring it back in 27 days to have it fixed. On 9/20/23 I contacted Jay B****, finance officer to let him know that I was unhappy with my purchase, and he said he was sending it to the **. I never heard from him but on 9/22/2023 David, head of service called me but when I returned his call, he did not call me back. On 9/29/2023 I contacted my warranty company to ask them, and they said that the dealership needed to fix it due to lemon law but that my warranty had taken affect the day I left. I think contacted the salesperson again on 9/29/23 to let him know I still had not heard from anyone and he said he would handle it. I have yet to hear from anyone else and have taken my business elsewhere because I do not feel safe driving my car in the rain, snow, or over rough road.

  Business Response

  Date: 01/08/2024

  Marina has done its do diligence on every aspect of the issues you have mention. The check was processed and paid for the over payment. As for the issues that you mentioned in regards to the ride and safety of the vehicle; our service department could not get the vehicle to duplicate any part of the issues you brought up. They did a very thorough inspection of the vehicle before it was delivered, and again after you brought it back with the stated issues. At that time our Service Manager Dave spoke to you. He then followed up with you offering for you to bring the vehicle back so we could send it to a **** Dealership to see if they could find any issues with us providing a loaner car. After that he had not heard back. Non of the issues stated are such resulting in a Lemon-Law claim or any refund at this time. If the issues are still on going the Service Manager is more then willing to take the vehicle for a ride with you to see if you can get it to show him the issues so they can be addressed by us or at a **** Dealership. This is still something that would need to be done through our service department, and not just taken to any dealership assuming we will be picking up a bill. We work with specific stores and would determine if said items would be things that we would cover or not.

  Sincerely,

  Lucas R****

  General Sales Manager 

  Marina Auto Group

  Customer Answer

  Date: 01/14/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I have reviewed the statement made by the business and though I did bring my car there once where Dave did speak to me while my mother was present at which time he stated it was noted but as I stated below I would have to wait 27 days but that I could take it to *** ****** to be checked by them.  When I had asked about a rental I was told as well as my mother that no loaner could be offered but I could go to a local rental office and rent one at my cost.  I have bought two set of tires since purchasing this vehicle as well as putting money in for a wheel bearing, control arm and now sway bar links.  I have text messages and emails that were sent as well as call logs showing where attempts were made to address this issue. Regards, ***** ******

• Initial Complaint

  Date:11/27/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 used pickup truck. On day of delivery the check engine light came on. Upon immediately returning the vehicle for the problem, the service tech cleared the code and refused to do any further inspection even though a severe transmission problem was reported that caused the light to come on. Less than 2 days later and with only 20 miles driven on it the light came back on. Returned back to dealership and informed them of the problem again. Was met by the service manager and informed that they would look into it. Since then they have refused to acknowledge that they knowingly sold the vehicle and let it leave the lot with the problem and are refusing to fix the problem in a timely manner.

  Business Response

  Date: 11/28/2023

  Mr. ****** was in last evening. Service was always working towards identifying and fixing the vehicle. As we explained the vehicle would not have passed NYS inspection with a check engine light, and thus it became an issue after it was delivered. At this time the repair to the vehicle is requiring a part that would be several weeks before it would arrive. In good faith to our customer we offered to unwind this sale, and have made arrangements to sell him a newer lower mileage truck lowering his monthly payment. As soon as we get back the original contract from lender they will issue a new approval, and we will get Mr. ****** into the new agreed upon vehicle. We do apologize for any inconvenience, and had Mr. ****** in one of our loaner vehicles while we got this situation resolved. I hope this satisfies Mr. Nelson, and that he will remove this complaint. Thanks & Best! Lucas R**** General Sales Manager Marina Auto Group

  Customer Answer

  Date: 11/28/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   Regards,  ******* ******

• Initial Complaint

  Date:08/25/2023

  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.

  Bought a 2019 *** **** from Marina Auto Outlet. Paid $34,545 Car had 29,912 miles 7/12 test drove car . Did walk around with Mike … found some blemishes that needed buffing . Bought car 7/13 came to pick up car . Did another walk around with Mike . They had not done some of the touch up we had discussed . Came back later that day . Asked what had been done .. Mike said oil change … fluids, wipers and touch up we discussed Drove car for 11 days … first time in rain was Sunday 7/23 . Came home and saw the drivers side wiper was leaving scratch marks . Called Mike 9am on Monday 7/24 . I was told I had to call service . I called… no answer and mailbox was full . Also mentioned that there was no oil change sticker. Frank the sales manager asked me to bring in car Tuesday afternoon and leave it. Brought car in Tuesday afternoon. They gave me a loaner. Was told Thursday 7/27 that oil change was confirmed … that wipers were just replaced now and that I would hear back on what would be done to get rid of the scratch. Friday 7/28 heard back from Frank that it’s the opinion of the service department …that the wiper blade scratch that’s directly in my field of vision while driving the car … had been there all along and we all just never saw it . That's an insulting remark. They said they have a person who comes in each week to handle things like this and if I could leave the car till then he would try to remove the scratches. Was told on Tuesday 8/1 that he was able to remove some scratches but not all. I checked with several auto glass places and *** and was told none of them even attempt to removes scratches from a windshield . I'm not even sure what they did. A new windshield for a *** is anywhere from $1200 to $1500 I'm told due to the embedded features in the window. I was told that John Gabrielle the owner said there was nothing more they were willing to do. I want the money to have a new windshield installed by an authorized *** windshield company. A new

  Business Response

  Date: 09/18/2023

  Marina  Auto Group has reviewed all information provided and in good faith had agreed to replace the wiper blades even though upon examination they did not cause the marks on the windshield. The blades were fine when they left the day of sale, and when the customer came back with the marks on the windshield. The vehicle left the dealership without the marks on the windshield, and they developed between date of purchase, and when the customer return complaining of the marks. Unfortunately we can not explain how they have occurred, from an object getting stuck in the wipers to a bad car wash. Non-the-less Marina is not responsible for the marks that have developed after purchase and will not be replacing the windshield. Sincerely, Lucas R**** General Sales Manager Marina Auto Group

  Customer Answer

  Date: 09/21/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  As I expected...the dealership is simply lying again. They have changed their story once more as to what happened. I was told they had had put new wiper blades on the car as part of the original process in getting the car ready for sale, along with oil changes and fluid checks etc. I drove the car for 11 days and the first time I used them the windshield was scratched.  They said the scratches must have been there all along and I just didn't see them for 11 days(right at eye level) Then they decided to change the wiper blades at the same time destroying the wiper blades that caused the  problem. The wiper blades that they said were brand new ...and that I used one time. Now that they realize how stupid that was...they have again changed their story to it must have been a stone or bad carwash after I bought the car. I guess all I can do now is continue to tell my story. People know me. They know that I would not pursue this if I wasn't sure I was right. The more people I tell...the more support I've been getting. I had hoped the BBB had a little more clout to bring about a fair conclusion. I was wrong .   Regards, ** ******* 

• Initial Complaint

  Date:04/18/2023

  Type:Customer Service 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 went in to inquire about a flyer offer for a vehicle they posted. they asked me for my drivers license and SSN to fill out a form in order for me to be able to test drive the car and get further information. I asked that they do not run my credit until i made a decision to possibly purchase the ****. i test drove the **** and when i came back inside they said "okay here are some quoted prices" and when i asked how they came up with those numbers they said they ran my credit as a soft inquiry. when I told the sales rep that i did not give permission to pull my credit, he said "theres nothing i can do about that". i feel like i was pressured, forced, and tricked into giving my information and its unfair that this is on my credit history, i have made several attempts to have this taken off my credit through the dealership and no one has helped me.

  Business Response

  Date: 04/20/2023

  Dear Consumer, While we understand your complaint we can not and could not have run your credit without you signing off by completing a paper credit application or most often the online application on our website. That application states exactly that it’s an application acknowledging you understand it’s giving us permissions to run your credit and even to submit that application to banks. At no time did we coerce you into completing the application and we always advise and encourage our customers to read all documents before they sign. At this time this leaves us with no actions to be taken as you have openly admitted to filling it out yourself. The only time I have seen these inquiries get taken off is in the instance of fraud when someone else poses as the other party trying to acquire credit. That is done through the credit reporting agencies and they would inquire with the dealership and our responsibility would require us to state that you have acknowledged filling it out.  In time these inquires drop off and new positive lines of credit will usually off set inquires. Wishing you the best. Sincerely, Lucas R**** General Sales Manager Marina Auto Group 

  Customer Answer

  Date: 04/25/2023

  This response from the company was not helpful because once again they are making it seem as if they have done no wrong. I WAS TRICKED into filling out that form. And for them the say I wasn’t, Is a lie. The representative told me “I’m not pulling your credit, this is to get you some numbers” so once again I’m being lied to. And when I speak up, I’m being told there’s nothing they can do. This again goes to show how the trick people into their dealership. I’ve also seen the reviews on them that say I am not the only one they have lied to! They are also extremely rude and dismissive and gaslight customers. 

• Initial Complaint

  Date:03/20/2023

  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 Certified Pre-owned ******** vehicle at the end of Februeary 2023. I also purchased a ***** service agreement. I immediately noticed 3 problems with the car and made a service appointment. The vehicle needed repairs totaling about four thousand dollars. Even though the vehicle was delivered to me with these defects, I was told the repairs would not be covered by the CPO warranty. I have been trying to get some resolution for this matter since the service appointment on March 9 2023. The dealership does not answer their phone nor do they return my phone and text messages. I have offered to work with them even to pay a deductible for the repairs but I have been frustrated in being unable to get from them any response or attempt at an agreeable resoultion

  Business Response

  Date: 03/21/2023

  We greatly appreciate your business and from what I understand that after your conversation with our Service Manager last night we have come to a mutual resolution and you would be canceling this complaint. Please let me know if I can be of any assistance.  Sincerely,  Lucas R**** General Sales Manager Marina Auto Group 

• Initial Complaint

  Date:09/23/2022

  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.

  I purchased a vehicle in July assured it was road ready. Vehicle was sold with warped and worn brakes, 1/4 tank of gas, check engine light on, and various other issues in need of repair. Inside the car was a nys inspection printout stating there was an evap issue causing the check engine light, but they cleared it and passed inspection anyway. They did not realize they left this in the car for me to find. They assured me I was crazy when I reached out about the brakes that shook the car while slowing from high speeds and that the check engine light was on. I was able to read the check engine code and determine it was the same evap issue as stated on the fraudulent nys inspection slip. Before I had driven the car 500 miles, it had been in for service 3 times and caused me expenses I was not anticipating. The vehicle was also sold with a worn battery that left me stranded and cost $200 plus to replace. After that the car was dead with a brand new battery and was towed to the dealer for repairs again. I asked the dealership to provide me with an extended warranty for my troubles. They assured me I would hear back within the week and now nearly 30 days later they refuse to return my calls. This vehicle was sold not passing inspection and without the bare bones repairs required for standard safety and reliability and they were fully aware of this. For the most recent repair on the starter, I was not given an invoice for my records as they are aware of my intent to file this complaint. This business is a sham and they are manipulating consumers for financial gain.

  Business Response

  Date: 09/26/2022

  While Marina appreciates ********’s issues non of them are the direct result of the dealership. A car will not pass inspection if it has open codes. The vehicle has to be drive cycled to clear the codes to pass inspection in order to issue a sticker. This was all done showing the technician that the repair was complete at that time. Used cars are reconditioned to the best of our technicians abilities but they can not predict a future issue like a batteries life span. A battery is not even covered under a brand new car warranty from the manufacturer. As for the breaks they passed NYS inspection and had no warping or issues when the vehicle left the dealership. As such brakes as well are  aware item and not covered by any warranty other then manufacturer for defect. As for gas we only put a half tank in at delivery on Used cars and a full tank on New cars.
  

  As for the customers request for an extended warranty for her resolution. The customer was offered to purchase an extended warranty at signing for the vehicle and they declined. The average extended warranty costs $2500-$3000 dollars. Giving her an extended warranty is not an option. Marina has since fixed the vehicle and would have covered her **** to come pick up her vehicle if she was honest about the expense and time she arrived. A member of our staff heard her and the **** driver discussing her arriving at the dealership at 6:30 which was clearly after we closed. She told the Operations Manager she was here before 5.

  The vehicle is currently operational as when it left here and that is the only resolution at this time.

  Sincerely,

  Lucas R****

  General Sales Manager

  Marina Auto Group

   

   

   

• Initial Complaint

  Date:07/06/2022

  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.

  In April of 2021 I purchased a *** which was my third car at the time from Marina Dodge approximate 2 to 3 days after I purchased the vehicle the check engine light came on and a bunch of lights came on I had text the sales person and told him what was going on with the vehicle he told me to bring it in I brought it in they sent it to *** and their mechanic two times they fix what they thought was the problem which wasn’t the problem they fixed other issues that had nothing to do with why the car was brought in the first place and the third time it was brought back to *** they told Marina and Dodge that they couldn’t figure out what was wrong with the car so Marina gave us the car back and said basically they didn’t know what the issue was there was nothing wrong with the car and just gave us a broken car back so for the next several months the car kept giving us the same problem the same lights were coming on stability it kept saying on the dashboard check engine light the car was shaking in the middle of the intersection it was just stalling my daughter would be stuck the car would just stop going we continue to text the sales guy and call over and over they knew about this I have several messages pictures everything going to the sales guy and his boss nothing was being done I then talked to the owner were a year later with the same issue from this car they told me to take it to *** once again now *** says they know what the problem is but they’re trying to tell me that this is a different issue when all the same codes are the exact codes that were on from a year ago now John G******* the owner of Marina Dodge is refusing to pay for this issue that has been going on for a year I since have bought a fourth car from them and they (Marina dodge) is blaming *** for not fixing the car the first time. Both dealerships keep blaming each other.

  Business Response

  Date: 07/09/2022

  ***** **** purchased the *** mentioned on 5/26/2021 with 29,650 miles on it.On June 9, 2021 we were made aware of a check engine light issue by the customer and sent it to *** of Rochester - we paid $444.48 on Invoice# ****** for an accelerator pedal repair; vehicle had 29,869 miles on it.On June 22, 2021 we were made aware of a check engine light issue by the customer and sent it to *** of Rochester - we paid $527.30 on Invoice# ****** for a wiring and harness repair from the DME to pedal module; vehicle had 29,998 miles on it.On September 7, 2021 we were made aware of a check engine light issue by the customer and sent it to *** of Rochester - we paid $329.98 on Invoice# ****** for diagnostic work to verify the issue was not related to the previous repairs; vehicle had 36,437 miles on it.Each time the customer made us aware of an issue we stood behind the vehicle we sold and had it diagnosed by a certified *** technician and paid for the repairs based on their manufacturer advisement.Now, on June 16, 2022 the customer brought their vehicle directly to *** with 58,718 miles on it. They were advised the car needed a water pump and gear selector switch, neither of which were related to previous repairs. We spoke to the advisors and Service Manager at *** to review this matter. Despite the lengthy lapse of time since the vehicle was purchased and the fact it has 22,000 more miles on it since the last repair we still offered $1,000 of assistance for the items needed.Marina has stood behind this vehicle above and beyond what is covered under NYS Lemon Law. At this time Marina has nothing additional to offer. We have offer $1000 in assistance and have no obligation to do so as these are completely new issues resulting from wear and tear that comes with additional 22,000 miles put on the vehicle.Sincerely,Lucas R**** General Sales Manager Marina Auto Group

• Initial Complaint

  Date:07/01/2022

  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.

  On may 6th I picked up my 2015 **** *****. And I’ve been having issues with the breaks since. I went and signed for the car April 22nd, from then till May 6th I was waiting on “new breaks”. They aren’t new they make a lot of noise which they shouldn’t if they are new, and there is a ton of break dust on EVERY WHEEL. I go in today 7/1 for them to tell me that’s completely normal and all they did was put a fluid on the breaks that didn’t help. I just want new break pads out of this situation I feel I am owed that atleast. As you can see in the photos. EVERY tire is completely covered in break dust. They said it’s from me burning out a lot which is false I am willing too run diagnostics on my vehicle to prove soo. Since I brought it I put 3000 miles on it. I do drive a lot but I have receipts of my complaints from may 8th 2 days after pick up which is also a picture of the text messages in there showing the salesman ignoring my problems. If you can please help asap!

  Business Response

  Date: 07/05/2022

  To whom it concerns: This is a high performance vehicle. Every SRT product that has the ****** brakes has this amount of break dust. We put brand new breaks on the vehicle before he took delivery. The dealership has looked them over and they are performing as they are intended. We can not attest to the driving habits of the owner and nor would the computer unless it trips a code in the computer or hits the redline on the tach. While we wish there was a simple fix for this customers concerns their is not. Everything is functioning as designed by the manufacturers and the dealership is not of the position to throw another brand new set of pads onto the vehicle at our expense when everything has been looked at and is functioning as intended. As I am told by our technicians and several staff that have owned these vehicles the only way to change this would be a manufacturers design change which we do not have the capability of getting done. I do not have a resolution to resolve the issue and can not put another set of brand new breaks on the vehicle when the ones that are currently on the vehicle are performing at manufacturers specs. From the complaint I do not believe this is what the customer will want to hear; however we have done what we can with this situation.  Sincerely, Lucas R**** General Sales Manager Marina Auto Group

  Customer Answer

  Date: 07/05/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I am from a world of *****. It is absolutely not normal for the ****** brakes to produce this much break dust if new.  It is not normal for any brand breaks, let alone ****** to make an obnoxious squealing/screeching sound when new  unless they are cheap or simply bad breaks whether it is the roater or the pads. I have since came down with Covid so I haven’t had the chance for another mechanic shop to look at the breaks. But once they do I will take photos of the breaks, and send in a second party opinion. I find it absurd to even have to come this far when the breaks are clearly bad and have been since I got the car. I showed the business a text of me complaining since I got the vehicle but yet they tell me it’s A. Because of how I’m driving, and B. Because it’s normal for a brand new ****** break package to perform poorly. Those are excuses of poor business. The mechanic who road with me and heard the noises knew it was every single break as well. He said his self they were bad and that the company should put a new set on. It isn’t fear that I just brought this car and will have to buy breaks within the next few months.   

  Business Response

  Date: 07/19/2022

  Marina Auto Group has done everything possible in regards to this customer s issues. We are not responsible for misinformation provided by third parties who do not service these vehicles from brand new and throughout there vehicles life cycle. The vehicle was sold used with brand new breaks. As for driving habits. They will definitely effect breaks. Breaks are classified as a wear item based on manufacturers and extended warranties. As a wear item they only have a warranty against manufacturers defect. The manufacturers are also not in the vehicle to determine how a person drives resulting in additional wear and tear. As such us as the dealer we as well are not able to determine excess wear and tear or manufacturers defect so at this time we have nothing else to offer this customer. 
  

  Sincerely,

  Lucas R****

  General Sales Manager

  Marina Auto Group

  Customer Answer

  Date: 09/20/2022

  I went in august 3rd for an oil change around 9 am, and the next day my engine light came on. And Marina wants me to pay for 100 for diagnoses alone. It started shutting off/stalling on its own when I remote start it. I finally have a second hand opinion on my breaks from my last complaint as well. The dealership only replaced my back breaks they never replaced my front rotors or pads before selling me the vehicle. Which it shows in the photo taken of the car’s *** **** I’m still having issues with my breaks to current date and I have been since I brought the vehicle. My ****** ****** speaker system in the car sound like a speaker is blown also. I would seriously love for the dealership too resolve my problems because I work hard for what I have. And I have only had this vehicle for 3-4 months now. Very short period of time.
  

  
  

  Business Response

  Date: 09/20/2022

  This is just the complainant not liking the outcome of the first response and a continued denial of the customers responsibility to maintain the vehicle. We sold them a used car. At no time did the dealership claim to have rebuilt the car as new. We offer all customers the option to purchase an extended warranty because we understand the increasing costs to fix a vehicle when it has an unpredictable mechanical or electrical failure. We address the prior complaint and the new one has no responsibility of us at the dealership. 
  

  If the customer would like to discuss extended warranty options and prices we would be happy to assist. But as previously explained with prior complaint breaks are classified as a wear item and not covered under extended warranties and the speaker may not be covered now because it’s a pre-existing condition and could have been blown do to excessive use.

  Please let me know if they would like to hear again about extended warranty options.

   Sincerely,

   

  Lucas R 

  General Sales Manager

  Marina Auto Group

   

  Customer Answer

  Date: 09/20/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. The vehicle is now out of service it shut down on the middle of the express way which was very dangerous. And now that it’s out of service the dealership is still making me wait for the appointment I had which was on September 7th. I will need a loaner till then and they are denying me one. Over all in this whole situation I am forced to spend money I shouldn’t have to. So my next steps are to terminate this existing loan. I’m not sure if the BBB is capable of such extent, if not I will contact New York’s States attorney general. 

   

  Business Response

  Date: 09/20/2022

  The customer has unrelated issues. His complaints are not the responsibility of the dealership. Oil change has nothing to directly do with his check engine light that came on. This also has no correlation to the break issues the customer had previously filed a complaint on. This is the second complaint filed in same and new unrelated issues. The customer was scheduled for an appointment to diagnose the new issue. At no time did we guarantee a loaner vehicle. Loaner vehicles are scheduled as well based off the size of the scheduled repair or in an urgent situation if one is available. Unfortunately our service department is extremely busy and scheduled out 3-4 weeks. As I have stated numerous times the customer was offered an extended warranty and chose to not get one. If they had the extended warranty we offered it because it covers a rental. Our only solution at this time is for us to get the vehicle in as soon as we can to diagnose and offer the customer the repair at the customers expense. 
  

  The customer is advised that if they choose to default on the loan it does not impact the dealership and will adversely effect their credit. If they choose to go the Attorney Generals Office with a complaint we have done everything within NYS law and have no additional comments.

  Any and all repairs to be done to this vehicle related to the breaks or the new check engine light issue are the customers exclusive responsibility and Marina is not agreeing to cover any of it at this time. 
  

  Sincerely,

  Lucas R 

  General Sales Manager

  Marina Auto Group