Business Profile

New Car Dealers

Baker Motor Company Of Charleston, Inc.

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Complaints

This profile includes complaints for Baker Motor Company Of Charleston, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

21 total complaints in the last 3 years.
9 complaints closed in the last 12 months.

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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:02/18/2025
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 Porsche Taycan online from Porsche Charleston in December 2024. The full payment was processed on December 30, 2024, and I coordinated with Sales Associate and the Business Manager to have my vehicle picked up on December 31, 2024. However, when my transport driver arrived at the dealership, he was informed that the car was still in service and not ready for pickup, despite prior arrangements. This caused delays and additional costs for rescheduling transportation. Resolution Promised (But Not Honored): SA later called me and confirmed that he had spoken with Manager Brian D*****, who approved a $1,000 compensation for the inconvenience caused by the dealership’s failure to release the vehicle as promised. Now, Brian D***** denies this agreement ever happened, even though SA stated that Brian’s office is video recorded, which could confirm the discussion. SA has since left the dealership, and Porsche Charleston is refusing to honor their commitment. Desired Outcome: I am requesting that Porsche Charleston uphold the promised $1,000 compensation for their failure to provide the vehicle as scheduled. Their refusal to honor a clear commitment from their own employee reflects unethical business practices and poor customer service. I hope the dealership will take responsibility and resolve this issue promptly. If not, I will be left with no choice but to pursue further legal action and share my experience with the broader Porsche owner community.
Business Response
Date: 02/18/2025
Transportation was lined up for this unit prematurely and, subsequently, the vehicle was not ready when the driver arrived. No arrangement was made between Zan and Porsche Charleston for any reimbursement to be made for the "inconvenience" of a one-day delay.
Initial Complaint
Date:02/06/2025
Type:Customer Service 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.
Subject: Formal Complaint Against Baker Motor Company of Charleston I am filing a formal complaint against Baker Motor Company of Charleston (1513 Savannah Highway, Charleston, SC 29407) for failing to honor commitments made during my vehicle purchase and for unprofessional conduct. On November 27, 2024, I purchased a 2020 Mercedes-Benz GLE 350 with the understanding that Rick G***** would deliver the following items to Columbia: -Second Key Fob - Premium Floor Mats -Tow Hitch Cover Upon delivery, these items were missing. Mr. G***** promised they would be mailed within a week. Despite multiple follow-ups, these items have not arrived. Mr. G***** has refused further phone communication, stating he would only respond by text and admitted to listening to my calls without engaging. Efforts to escalate the matter were met with further unprofessionalism. Mr. Cornelius H******** initially assured me the issue was easily resolvable, but later contradicted this. On December 11, Sales Director Keith R**** promised to investigate but failed to follow up. Furthermore, I have not received the title or permanent registration for the vehicle, purchased with certified funds on November 29, 2024. This delay is unacceptable and leaves me vulnerable to legal penalties. Despite efforts to resolve this, I have received no updates. This disregard for customer service reflects poorly on Baker Motor Company. I have attached supporting documents, including text messages and vehicle images. Relief Requested: Delivery of the promised items. Prompt processing of my title and registration. A refund of any expenses for the title/registration and a complimentary service plan. As a disabled combat veteran with 27 years in Federal Law Enforcement, I find this treatment unacceptable, especially from a dealership that claims to support veterans and law enforcement. Please contact me at ###-###-#### or *********@gmail.com. Thank you for your attention to this matter. **** & *** *******
Business Response
Date: 02/13/2025
The "We Owe" that Mr. ******* signed at the point of sale stated that nothing additional was owed but, in light of what he has shared, I will get him a second key and a tow hitch cover. We will need him to bring the vehicle in once the key arrives in order for it to be programmed.

AJ G******
Dealer Group GM
Customer Answer
Date: 02/18/2025
Subject: Follow-Up on Complaint ********

Dear BBB Representative,

Thank you for facilitating communication regarding my complaint against Baker Motor Company. I have reviewed the business’s response, and unfortunately, they have only addressed some of the concerns I raised. The following issues remain unresolved:
1. Vehicle Tags, Title and registration
2. Missing Mercedes Benz floor mats

I kindly request that the business provide a full resolution to these outstanding matters. I am happy to provide any additional documentation if needed. Please let me know the next steps in the dispute process.

Thank you for your assistance.

Best regards,
**** *******
###-###-####

Customer Answer
Date: 02/19/2025

Complaint: ********

I am rejecting this response because:
Subject: Follow-Up on Complaint ********

Dear BBB Representative,

Thank you for facilitating communication regarding my complaint against Baker Motor Company. I have reviewed the business’s response, and unfortunately, they have only addressed some of the concerns I raised. The following issues remain unresolved:
1. Vehicle Tags, Title and registration
2. Missing Mercedes Benz floor mats

I kindly request that the business provide a full resolution to these outstanding matters. I am happy to provide any additional documentation if needed. Please let me know the next steps in the dispute process.

Thank you for your assistance.

Best regards,
**** *******
###-###-####

Business Response
Date: 02/19/2025
The highway work and registration is a component of every transaction and will be handled accordingly. If a new set of carpeted mats have not been given to ****, those will be provided as well.
Customer Answer
Date: 02/21/2025
Dear BBB Representative,
Thank you for facilitating communication regarding my complaint against Baker Motor Company. I have reviewed the business's response, and unfortunately, they have only addressed some of the concerns I raised. The following issues remain unresolved:
1) When will receive proof of processing of our title, registration and tags and when will we receive them.
2) When/How we will receive our iMercedes Benz key, floor mats and tow hitch cover
I kindly request that the business provide a full resolution to these outstanding matters.
Please let me know the next steps in the dispute process.
Thank you for your assistance.
Best regards,
**** *******
###-###-####
Customer Answer
Date: 02/25/2025

Complaint: ********

I am rejecting this response because:
Dear BBB Representative,
Thank you for facilitating communication regarding my complaint against Baker Motor Company. I have reviewed the business's response, and unfortunately, they have only addressed some of the concerns I raised. The following issues remain unresolved:
1) When will receive proof of processing of our title, registration and tags and when will we receive them.
2) When/How we will receive our iMercedes Benz key, floor mats and tow hitch cover
I kindly request that the business provide a full resolution to these outstanding matters.
Please let me know the next steps in the dispute process.
Thank you for your assistance.
Best regards,
**** *******
###-###-####

Sincerely,

**** *******
Business Response
Date: 03/03/2025
Good morning,
I have spoken with the customer several times and have asked Dick Dyer Mercedes in his hometown of Columbia to take care of the missing equipment and bill me. DMV has the title work in process. Please let me know if further action is needed from our side. I consider this resolved at this time.
Best,
Pierre R******
Service Manager
Initial Complaint
Date:01/27/2025
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 am filing a complaint against Baker Porsche in Charleston, SC, regarding delays and poor communication surrounding a title in suspense issue for my totaled 2024 Porsche 718 Cayman GTS 4.0. On January 16, 2025, the dealership acknowledged the issue, which is preventing my insurance company and lender from finalizing a $116,000 insurance payout. Despite repeated follow-ups via email and phone, I have received no material updates or resolution. Most recently, on January 27, 2025, the dealership indicated they are waiting on the DMV, but no definitive timeline has been provided. Additionally, a $2,495 refund for the road hazard package, confirmed payable to me after the loan payoff, remains delayed due to this unresolved issue. The delays have caused significant inconvenience, as I have been without a vehicle and am unable to access the insurance payout. I am requesting that Baker Porsche promptly resolve the title issue, provide clear communication and a resolution timeline, and issue the road hazard refund once the lender is paid off.
Business Response
Date: 02/10/2025
Our Porsche Sales Manager and Finance Managers have both been in contact with ******. His title got held up at the DMV due to a glitch but they have since rectified the issue. The Sales Manager spoke to ****** on 1/28 and provided an update - that ***** would have the title in 7 to 10 business days.
Initial Complaint
Date:01/21/2025
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.
Purchased a brand new sprinter van that’s a lemon can’t get a title for it they refuse to take the van back I’ve tried to get them to respond and when they do it’s a different story I Believe I was scammed and they are fully aware of this it’s been over 6 weeks and I can’t register the vehicle nothing
Business Response
Date: 01/21/2025
****** has been wildly inappropriate via phone and email, unnecessarily profane, and flat out disparaging with my staff. His phone calls (all of which have been recorded) are so insufferable that we have requested to have his phone number blocked. That being said, I spoke to ****** 3 times today about his highway work and all three times I told him that it was being processed by a third party and that all updates would be provided to him in writing. As of this response, no additional update from our vendor is available.
Customer Answer
Date: 01/23/2025

Complaint: ********

I am rejecting this response because:

Sincerely,

****** ******
Customer Answer
Date: 01/24/2025
I was never hostile or did I ever use profane language of any sort towards any of the people in sales or service at Baker? The only person that I had any issues with was AJ the general manager I was told by Matt that my paperwork had been processed and the title and everything was on its way, I guess I kind of figured that they weren’t going to help me at all with the problems that this van I had including the orange peel paint and the brakes the issue with the dash the plastic being removed from the gauge cluster all things that are very concerning when you spend $65,000 on a van so my next step was to get the thing plated which I am unable to do because I cannot get the title for it. It’s been over six weeks. I told AJ there is no absolutely no reason for this. It should not take that long so I guess my concern is , are they washing the title or something of that sort because I have never had one take that long my concern is also did they sell me a lemon or a possible wrecked vehicle because I live out of state and figured it was easy enough to pass on because the state of Iowa would take over the lemon claim if it comes to that but never once did I use any profane language towards any of those employees, including Matthew or Reed I believe his name was or anybody in sales or service there AJ is the one that I had the issue with, and it seems to me that he is avoiding me because of the issues with this van and the longer he can avoid me and push me off on the issues that are going on with this thing as soon as the title hits here and everything is registered and plated, which I’ve already paid for through Baker and becomes Iowa’s responsibility from what I understand so I’m kind of at a loss on what to do AJ Giffert was very unprofessional and very unhelpful. I spent $65,000 with this company and was treated like a piece of crap more or less I believe they knew it was a lemon or it was either wrecked but once again, never did that use any vulgar language of any sort with anybody besides between AJ, and I and I would love to listen to his recorded phone conversations because he kept telling me who is this and he knew who it was, I told him four or five times who it was and then he would hang up on me The guy is completely unprofessional.
Business Response
Date: 01/29/2025
****** has a history of rearranging the facts to fit the argurment as seen in the attached communication. His assertions and threats are inane and dissuade me from offering any additional assistance or concessions.
******'s paperwork will continue to be processed by a third party and upon their completion will be sent to him along with the $500 goodwill check that was promised.
Initial Complaint
Date:12/02/2024
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.
On June 8, 2024 I paid Baker Cadillac $3,431.60 through my ****** account for payment of a rear differential for my 2014 Cadillac CTS. On June 10, 2024 the vehicle was damaged by a hail storm and was subsequently totaled. I notified my Cadillac of the loss and requested cancellation of the part and was told it would be. I contacted the dealership a several weeks later after receiving late payments from ****** and was told the part arrived at the dealership in July but it would be returned. I've made two payments so far and still nothing from the dealership. I've spoken to several managers in the past five months with no results. The service department I was transferred to by the last manager I spoke with couldn't find the record for the part. At this point I'm forced to keep paying for a part I never received and no one can seem to find in order to keep my credit from being negatively affected.
Customer Answer
Date: 12/02/2024
Attached is the response from the dealership in August after I filed a complaint with the SC Dept of Consumer Affairs.
Business Response
Date: 12/10/2024
Mr. ******** account is correct and the error was on our end. We refunded ****** the amount of $3195.32 as of 12/09/24 and they will refund him what he has paid into them less the expense of the headlamp bulb ($236.28).
Customer Answer
Date: 12/11/2024

Better Business Bureau:

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

Sincerely,

******** ********
Initial Complaint
Date:07/25/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Less than a year ago, I purchased a Cadillac XT4. Since I bought it, it has been in the shop at least 8 times. It has spent more time there than it has been drivable. Oil leaks, seal leaks, catalytic converter, a/c compressor, dash lights going dark, you name it. During each and every repair the Baker dealership was a complete nightmare to deal with. They do not communicate and are nearly impossible to reach for updates. Several times I had to go to the dealership to find out what was going on with my car, and I don't live close by. More often than not they have 1 person running an entire service department alone. Each time it was in the shop they had trouble getting me a loaner vehicle because they are always too swamped with repairs and don't have enough loaners available to keep up (that should have been a red flag). They do not address the actual issues when they do "repair" the vehicle. I had to take the car back 4 different times for the same oil leak that they kept telling me was fixed. The last time they took a month to repair it because they have one engine hoist for the entire dealership and I had to wait for another vehicles parts and repair to be completed before they could move the hoist and fix mine. When I asked about the dash lights going dark while driving it, they said "the software was up to date" and did nothing else to address the issue. They are dishonest and overcharge on repair fees. I have a platinum extended warranty with a deductible that according to the warranty company should have been all I was responsible for, but Baker tried to add several hundred dollars on top of that deductible. One fee was for an extra half hour of labor, when the labor had not even been completed yet. They also added additional part fees. This was the last straw. I no longer own a Cadillac and I will never do business with Baker again.
Customer Answer
Date: 07/25/2024
I actually am seeking an explanation of charges from management. Not just for your information. Please re review the complaint. Thanks.
Business Response
Date: 07/27/2024
Mrs. ***** purchased their car from Fred Anderson Toyota in August of 2023, where they also purchased an aftermarket 3rd party warranty. There have been 4 repair orders written for their car here, since they have owned it, not the 8 that they reference in their complaint.
In response to the comments made by Mrs. ***** regarding the oil issues as well as the dimming lights and catalytic converter concerns. The car had experienced two separate engine oil leaks, the first coming from the engine crank seal and the second one was from the camshaft carrier. These are two separate areas of the engine and are in no way related, unfortunately, coincidental. The *****’s then came back for a check engine light with a residual oil smell. The concern for the check engine light was for the catalytic converter having an internal issue. We needed to order the converter and consequently installed a new converter. The most recent visit is for an air conditioning issue. This is where the concern of them having to pay for anything, as all other concerns have been covered by the Cadillac Factory Warranty. The car needs a new a/c compressor, we reached out to their 3rd party warranty company to get the repairs covered. The company offered to pay for the repair but there were a few price differences for parts and labor as well as they will not pay our shop fee. During this visit, Mrs. ***** also mentioned a dashboard lights dimming concern. It was explained to her that while the car was here, the technician was unable to duplicate their concern, but he did check and the car does have the most current software updates, just to rule that out. Mrs. ***** did not like that answer and felt that we were not taking her concern seriously. (KAARMA call)
As for the loaner/rental car concerns, the clients were offered alternate transportation when we had it available, they accepted the loaner when the car was down for a significant time. They were somehow under the impression that we would have a loaner for them at all times.

I understand from a lay person’s perspective how these things may appear, but unfortunately as stated in my response, the two oil leaks are in separate areas of the car and are purely coincidental. The air conditioning compressor being faulty combined with their warranty not paying for all of the expenses can be frustrating that coupled with the fact that we were unable to duplicate an additional concern. This is where the frustration stems from.
Business Response
Date: 07/29/2024
Mrs. ***** purchased their car from Fred Anderson Toyota in August of 2023, where they also purchased an aftermarket 3rd party warranty. There have been 4 repair orders written for their car here, since they have owned it, not the 8 that they reference in their complaint.
In response to the comments made by Mrs. ***** regarding the oil issues as well as the dimming lights and catalytic converter concerns. The car had experienced two separate engine oil leaks, the first coming from the engine crank seal and the second one was from the camshaft carrier. These are two separate areas of the engine and are in no way related, unfortunately, coincidental. The *****’s then came back for a check engine light with a residual oil smell. The concern for the check engine light was for the catalytic converter having an internal issue. We needed to order the converter and consequently installed a new converter. The most recent visit is for an air conditioning issue. This is where the concern of them having to pay for anything, as all other concerns have been covered by the Cadillac Factory Warranty. The car needs a new a/c compressor, we reached out to their 3rd party warranty company to get the repairs covered. The company offered to pay for the repair but there were a few price differences for parts and labor as well as they will not pay our shop fee. During this visit, Mrs. ***** also mentioned a dashboard lights dimming concern. It was explained to her that while the car was here, the technician was unable to duplicate their concern, but he did check and the car does have the most current software updates, just to rule that out. Mrs. ***** did not like that answer and felt that we were not taking her concern seriously. (KAARMA call)
As for the loaner/rental car concerns, the clients were offered alternate transportation when we had it available, they accepted the loaner when the car was down for a significant time. They were somehow under the impression that we would have a loaner for them at all times.

I understand from a lay person’s perspective how these things may appear, but unfortunately as stated in my response, the two oil leaks are in separate areas of the car and are purely coincidental. The air conditioning compressor being faulty combined with their warranty not paying for all of the expenses can be frustrating that coupled with the fact that we were unable to duplicate an additional concern. This is where the frustration stems from.
Initial Complaint
Date:07/02/2024
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.
Puchase date 3/29/24 Car was said to be in "cherry " condition. However first inspection found several defects that wouldn't be approved CPO (Certified Porsche Owned). I told dealership that I would not purchase without these being corrected. 1) I also told them I wanted the tires replaced, the rear tires were 2018 & appeared in rough condition. They refused & listed inaccurate tread depth on the CPO checklist. I had a major tire issue where the belt of the left rear tire tread broke & caused damage to the car wheel well. The Tire also had 2 old plugs in it & was very worn on the interior. The Dealer would not return calls or texts messages. The 2 front tires had chunks of rubber missing & damage to the wheels on the inside wall. I ultimately had to replace all 4 tires per the requirement to meet specs by another Porsche dealer & the cost was $2293.08, The cost to repair the wheel well is $650 2) I took the car to get Paint Protection Coating applied & the tech had issues with the paint peeling off. He found orange peel paint defects on the hood and a piece of paint peeled off about the size of 2 quarters on the front bumper. there was paint overspray on the wheels and light seals. the PPF was applied to try to stabilize the pain peeling but it is a temporary fix. I connected the dealership Gen Mgr and the PPF tech via text, but the Gen Mgr never responded. The cost to replace the PPF is $3000, the cost ro repair paint defects has not been determined. 3) the registration took over 3mo to complete and numerous phone messages and emails, my personalized state license plate was in "limbo" and I had expired registration for over 2 weeks 4) I learned on 6/27/24 that the 3rd yr CPO warranty that I paid $2800 during the purchase of the vehicle was never sent to Porsche. Therefore, Porsche cannot validate the term of the CPO. I contected the dealership and Barratt Brown the FInance guy who sold the 3rd yr CPO told me he wasnt sure how it didnt get to Porsche
Business Response
Date: 07/05/2024
Ms. ******* has tried to run the same series of false claims through multiple outlets (including Porsche) and has been denied additonal attention or support on this matter.She had a private party perform an inspection after she had agreed to buy the vehicle but before she took delivery of it. Her "wish list" was a few cosmetic items, none of which precluded it from being certified. She and a third party inspected the vehicle in person and took it for an extended test drive before taking delivery of it. Every interaction I had with the client was about her not being able to afford it at whatever the price was or finding something wrong to gain additional discount.
Within several weeks of taking delivery, she solicited the help of a new sales manager to give her $3,000 for additional work that needed to be done. According to that individual, "I found out that she took the vehicle to a private shop to have Martini Racing Livery put on the vehicle and do other aftermarket things to the vehicle. I told her that brought into question what these people may have done to the vehicle that she is now having paint issues with the vehicle. Apparently, she put all kind of logos and decals on the vehicle. If these were removed and replaced, I have no idea how that was performed or what integrity issues it may have caused. She also brought up to me about driving on the Tail of the Dragon and other track related events. In this conversation, I was able to come to the conclusion that this woman is hard on her vehicles. Never once was anything brought up concerning tires. Now, 2 months later, her tires are worn and the wear pattern is consistent with a vehicle that has been tracked or driven very hard. The tire wear is not even, which would indicate that it has been on the track."
The CPO inspection is attached it for you to review. As you will see, the tires were near perfect at the time of certification which meant they were that way at delivery. And, unlike other internal componenets, bald or feathering tires would have been flagged during every inspection that she or her asssociate performed PRIOR to taking delivery.

Business Response
Date: 07/11/2024
***** is free to reject the statements made but it doesnt change the fact that she bought a pre-owned car, inspected it several times, and took delivery of it in that condition. Baker Motor Company and Porsche Charleston will not be extending any additional goodwill or concessions regarding her purchase and neither will the manufacturer.
Initial Complaint
Date:04/16/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My coolant warning message came across my dashboard & vehicle was dropped to Baker on 4/8/24. On 4/9, Kelvin advised my radiator had a leak or had a “pin sized hole” in it from an object that came through my front grill of my car. He then says this is caused by an “external factor” therefore my warranty on my 1.5yrs old car is not covered & the repair will be over $1700 to replace my radiator. My boyfriend called to He was told by Kelvin that possibly a pebble went thru the front grill of my car & made a “pin sized hole- different discrepancies… I reached out to Mercedes 800# & she asked me to reach out to service manager. 2mins prior to speaking to svc manager Kelvin sends the video that showed a LARGE approx 3-3.5 inch pink large object on the ground & a cracked radiator. The service manager called me back- kept telling irrelevant stories of his wife & her car situation. I finally said to him Mercedes asked what they would offer & he then said Oh, I can do 20%. Mercedes exec called & said he will match the 20%. I paid $1032.78. I picked my car up on 4/12. 24 hours later (I only parked my car in the garage after going straight home)… 4/13- not only is the message on my dashboard again, but also the coolant light is on and there is a puddle in my garage and then my driveway. After calling constantly about the issue and being told to bring my car back, I finally got a rep to help and told me she will make sure I get a loaner. On 4/15- the manager called to tell me now a screw is in my radiator and I picked it up in the highway. The only place I have been with construction is their dealership that has construction being performed. He kept telling me it was my fault . I reached out to Mercedes 800#, again- after several attempts Joshua- account executive finally called me back stating repairs denied a second time & suggested to reach out to Tommy Baker. I was denied speaking to him and told by service manager he & other manager speaks for him. I am now out more money
Business Response
Date: 04/16/2024
Good afternoon,
Please see attached response as well at copies of both invoices. Picture and video to come separately.
Best,
Pierre

Customer Answer
Date: 04/17/2024

Complaint: ********

I am rejecting this response because again they are seeming to miss the point. I was told the 1st object was “still lodged” in my radiator. Then we were told about a “pin hole leak”- after looking at video- it appeared to be a crack. The 20% originally was offered after I asked stating per Mercedes asked what I was offered. Upon returning the 2nd time- no one reached out to me- after a few phone calls (because I was told Pierre would reach out to me and I noticed no one reached out & it was getting late as they closed at 4 this particular day)- I reached out again and spoke to a female who did not hesitate to assist me. I was told by Pierre that my vehicle was only “parking lot” driven, therefore, no way the screw was picked up by Baker Motor. After reading this reply- now it was driven “3 miles”… (with such a situation you don’t just test drive in the lot- you have to allow the temperature to get to where it needs to be to ensure problem has been fixed. What I am stating is the screw was picked up from Baker Motor during this time- This place is under construction- you can barely get in to their service center. It is almost a one way in & one way out with the construction workers carrying large materials all over their parking lots. If I had picked up a screw I would have heard it. After my coolant light came on (as it was not on the 1st time- just display message)- I thought it was an error with needing to driver more and it would come off. Had I returned home & noticed the fluid- I knew something was wrong. The 1st time I can understand, but the second time- I truly believe this was done at Baker Motor & they are refusing to take. When my vehicle was completed with repairs I usually get a phone call- I just so happened to look through my text messages and saw I was sent a text about completed repairs. When someone is in the wrong- they avoid situations and it is clear about this. Sad they would rather lose out on thousands vs couple hundreds by admitting the truth- I will never return here and yes it is true I will continue taking further steps with rectifying this situation.

Sincerely,

******** ******
Business Response
Date: 04/19/2024
This situation is unfortunate but the damage incurred the 2nd time could only have been incurred at a significant speed. If it had occurred in our possession on our property or a post repair test drive, the vehicle would not have made it to her house, much less the 100+ miles it was driven after being released. Based on the information we have provided, this matter is closed on our end.

AJ G******
Dealer Group General Manager
Initial Complaint
Date:03/11/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This letter is to notify you of the grossly negligent service we received on my car starting on December 27th, 2023. We were driving on route to Charleston SC, when our temperature gauge showed the engine was overheating. After adding more coolant, but with the engine light still showing overheating, we called your dealership to see what to do and your service advisor recommended we have the car towed to your shop, which we did immediately. After our car was towed to your location, our service advisor, Chad Polak, advised us that our coolant pipes needed to replaced. We agreed to go ahead and paid $2,223.05 for this service. We were told that the engine was fine and our problem was fixed, and were ensured that it was our ONLY ISSUE. We picked up the car on January 6th, 2024 when the service was complete. We then reached out on February 1st, 2024 letting your service department know that our check engine light had come on again, and the engine turnover was slow, as if it was stalling out. We were advised by the front desk clerk that we would have to wait TWO MORE MONTHS for our car to be seen. The next day, the car would not start. We had it jumped and it started to express grey smoke out of the exhaust pipes, making us very worried and so we decided not to drive it. Knowing your dealership response, we looked everywhere to try to find someone to help us. Fortunately, we found an independent specialist, ****** ***** from ********** *********, just outside Savannah, who luckily agreed to inspect our car. He was able to run a full diagnostic test and confirmed that our coolant system was not bled correctly which caused CATASTROPHIC engine damage by the service at West Ashley Land Rover. He has offered to provide whatever technical details are needed to prove that the problem resulted from the grossly negligent service at your Charleston Location.
Business Response
Date: 03/13/2024
Ms. *******’s 2017 Range Rover Sport was towed into our facility from Interstate 95 and written up for repairs on Thursday, December 28th, 2023. Documented mileage at time of write up was 51,000 miles. Reference repair order 436035.
Client stated that vehicle was low on coolant- topped off- did not replace top- low coolant light came on – engine overheat warning came on – temp gauge did go up.
Technician number 887, a retired 20-year U.S. Army Combat Motor Pool Supervisor who joined our team 8 years ago after serving 3 combat tours in Iraq and Afghanistan to become a Level 3 Jaguar Land Rover Certified Technician was assigned this repair order due to their extensive qualifications and expertise.
The Technician inspected the vehicle and performed a cooling system pressure test. As the system would not hold pressure during the test, the Technician was able to determine that the front coolant outlet pipes had failed due to age and mileage and was the primary cause of the overheating concern. The Technician recommended replacement of the front coolant outlet pipes, a vacuum flush and fill of the cooling system, and a retest of the system to confirm repairs and verify that there were no additional leaks in the system. The estimate for repair of $2,223.05 was presented by their Service Advisor and agreed upon by the client on Thursday January 4th, 2024.
The Technician drained and flushed any remaining coolant in the system, replaced the front coolant outlet pipes and then replaced the fluid with fresh coolant via a vacuum fill process. The vacuum fill of the cooling system is a 28-step procedure as outlined in the Jaguar Land Rover Workshop Manual that ensures no air is left in the cooling system during the fill process as the air is removed first by vacuum and is followed by the fluid as it is pulled into the system from the coolant overflow reservoir. Upon completion of the fill procedure, the Technician performed a 10-mile highway test drive to allow the vehicle to reach operating temperature. Vehicle maintained operating temperature. The Technician then allowed the vehicle to cool down to allow the engine to complete a full temperature cycle and re-pressure tested the system to confirm repairs. The Technician found no additional leaks at that time. The vehicle was completed on Friday, January 5th , 2024. The vehicle and was picked up by the client on Saturday, January 6th, 2024 and left our facility under its own power.
According to the home address provided by the client, the vehicle resides 104 miles away from this repair facility. Had the cooling system been filled incorrectly due to an improper cooling system bleed procedure as alleged by their independent 3rd party mechanic, it is much more likely that an overheat condition would have occurred enroute from Charleston, SC to Savannah, GA on the day the client picked up their vehicle from our facility instead of more than 30 days later as documented by the invoice provided by the client’s independent 3rd party mechanic.
Though we empathize with Ms. *******’s situation, it is the professional opinion of this facility that the repairs completed on Ms. *******’s Range Rover Sport were not performed with a conscious, voluntary act or omission in reckless disregard of legal duty or safety of the client or others as defined by” gross negligence”. In point of fact, the repairs were performed in compliance with the Jaguar Land Rover Workshop Manual as documented and verified by the Jaguar Land Rover Certified Technician who performed the repairs. The fact that a substantial amount of time and miles had passed prior to the second overheat condition in a different area of the cooling system also supports that the repairs recommended and performed by this facility were sound and justified at the time. Further, there is no mention in the 3rd party mechanic’s own report of any workmanship issues related to the replacement or condition of the coolant outlet pipes other than pure speculation after the fact that they cooling system was filled improperly which has been debunked by the evidence given.
Initial Complaint
Date:02/15/2024
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.
2/14/24 I submitted an inquiry to their MB location and I received an email from Rick G***** asking how he could help. I provided a few initial questions and received the quote. The quote included a $225 “discount” and nearly $7k in add-ons and fees. The fees and add-ons are quite frankly excessive and should be illegal. I professionally responded indicating that I’ve received better discounts elsewhere and that it’s not sensible to pay the same out the door price for a standard SUV as their fully-loaded coupe which is already nearly $10k more as a base model. It’s actually illogical to pay that much for the standard GLC when you can get the fully-loaded coupe for the same price so I respectfully requested that they remove me from their mailing list and clearly indicated that I would no longer be proceeding. Rick, however, responded sarcastically stating “I didn’t know you wanted to a deal!” and asked for a copy of my best offer received at another dealership so that he could “match” it. I provided this offer along with my best final price and he responded extremely arrogant making jokes about it and wishing me “luck” and that I should just “buy 2 cars”. Prior to this I remained professional and even thanked him continuously for his time and responses, but he elected rather to be abusive for no reason at all. He continued to fake apologize then proceeded to critique the offer and again (after my Google review about my experience and after I requested no further communications) arrogantly asking me to explain the copy of the offer I sent him as if I was a child or an idiot. Again, by this time I already asked him to remove me from their mailing list and I was super clear on that. I had also already clearly indicated that we were not on the same page numbers wise but he insisted on slighting me and disrespecting me. He reminds me of a perpetrator/psychological abuser that intentionally ignores a victims boundaries and treats their discomfort like some sort of game.
Business Response
Date: 02/15/2024
I am sorry that you had the experience you did with a member of our team. You have been marked inactive in our system and will no longer receive any communication from Baker Motor Company.
Business Response
Date: 02/15/2024
Upon further investigation, this individual has produced questionable offers from "another dealer" at multiple stores and then, when called out, posts a 1-star Google review (see link below). We do not recognize this as a legitimate complaint nor is this is not someone we want to do business with.
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Baker Motor Company Of Charleston, Inc. is NOT a BBB Accredited Business.