ComplaintsforGorman McCracken Volkswagen Mazda

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  took key and first aid kit out of trunk of car could not find either one when we went back to retrieve the car they said that we were responsible for the keys after we left the car to be repaired

  Business response

  09/13/2023

  The vehicle in question is here on our lot.  *************** decided she no longer wanted it, and would let it repo.  We're waiting for the bank to pick it up.

  Business response

  09/14/2023

  The vehicle in question is here on our lot.  *************** decided she no longer wanted it, and would let it repo.  We're waiting for the bank to pick it up.

• Initial Complaint

  07/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a used car from them for my sons 16th birthday. Live in ****** area, bought in Longview. Family member drove car before we came down to buy. Check Engine light was on but was assured they could clear it and nothing was wrong. We came down a few days later to buy it and check engine light was on. Was assured it was just low fuel and the service **** checked it out and cleared it. Drove it home and check engine light came on. Took it to a mechanic who fixed the code problem and was out money to do so. Called ***** at dealership to suggest his group not be dishonest to people like they had been to us. ***** told me to bring the car back and we would just undo the deal. As he said He would love to undo the deal. Did not bring the car back that day because we live in ******, have 2 kids, work and cant stop life to return the car at that moment. Fast forward a few days and the car wont start. Have to pay $75 fee to have it towed back to the dealership in Longview. This is all within a week of buying the car in the first place. Asked for them to take the car back and **** the deal as ***** says and of course they wont. Went out of town for a week and called this morning to check status. ***** in service says they are waiting on the go ahead from the warranty company. Call the warranty company (which ***** could not provide the number for) and they have no notes of contact from dealership. Interesting! Called ***** back and he said he would let **** know when she came in first thing tomorrow morning. We just want them to take the car back because of their misrepresentation. Now getting an Attorney involved. And, to top it off, they would not accept cash for the car and made us finance which is odd too. Probably get a kickback from The finance company and then they loose out when we pay it off. Shady!

  Business response

  08/01/2023

  We did speak with ********************* the day after her purchase, and offered her to return the vehicle, which she did not want to do.  At that point, we had the vehicle picked up, and are in the process of having it repaired, at no cost to the customer.  This was all done before receiving this complaint.

  Customer response

  08/03/2023

   
  Complaint: 20334001
  
  I am rejecting this response because:

  they are not giving the full story. I have finally figured out their motive after the car being towed (at my $100 expense) back to the dealership on July 8th, almost 1 month ago Get the customer to buy the used car without the light being on at the time, the light comes on, the the warranty kicks in and the dealership isnt out any money on the car! Brilliant! They sell a used car and instead of them being out the money for repairs, the warranty kicks in and deals with it. Very clever! Now it is at the Jeep Dealership in ******* because Gorman-McCracken couldnt fix it. And it was supposed to ready last week, and now this week, and now maybe tomorrow, and so on and do on. I want yo stop this dealership from this type of practiceit is wrong!!!! And, I ask they teach their employees customer service skills since all ***** had to say was Why would you buy a car in Longview when you live in ******, and I would love to undo the deal. Thats all the skills he had which is not enough when dealing with the public. Please do not do this to the next customer!!!!!
  
  Sincerely,
  
  *************************

• Initial Complaint

  10/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The issue is ongoing with being traded in & out of faulty vehicles & leaving the consumer with negative equity over vehicles that have safety concerns that arise rather shortly after leasing out these brand new vehicles. In a span of less than 2 year's I went from fighting with a **** ** ***** that after trading it in and it supposedly being fixed but still having issues then being put in a **** **** that months later was presented with manufacturer recall that required parts that are in a perpetually long wait listed backlog. Now here we are in a **** ** **** that has issues with finding a place to be charged & since opening the floor to the stress that presented the car has now mysteriously started having issues within itself keeping a charge, it doesn't want to go into drive without fighting with the car itself, it will try correcting in lane assist in areas in which it is not needed potentially heightening the risk of an accident darting into the middle lane on its own when it was in the center of the left lane in which I was driving. When I tried pressing the sos button in the car after error codes popped up & it was beeping loudly, an automated voice tells me that the button had been disabled. I'm not comfortable nor do I feel safe driving this nightmare & I'm getting real fed up with being dodged after these issues have been brought to the attention of the team at this dealership. Something needs to be done & no I WILL NOT be put into negative equity over a moving computer that's clearly got bugs in the system to be able to get out of this death trap. A proper resolution needs to be offered immediately.

  Business response

  11/09/2021

  Business Response /* (1000, 6, 2021/10/26) */ Contact Name and Title: ********** GM Contact Phone: XXXXXXXXXX Contact Email: ***************** The issue is with ** not Gorman McCracken we sell the units, we can not control any Recalls that come to a unit. We did trade Mrs. ******** out of a unit with a Recall and we sold her a *** because it had only rebate to help cover her negative equity.

• Initial Complaint

  10/13/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On June 18, 2021, I purchased a new 2020 ***** **** Signature auto from Gorman-McCracken Mazda in Longview, Tx. At the time I completed the installment sales contract paper work with the firm's finance person I agreed to purchase three insurance contracts on the vehicle as follows:( 1) First Guard Service Contract for $2995.00, (2) First Innovations tire and wheel contract for $995.00 and (3) a windshield protection contract for $995.00. After returning home and reviewing the paper work, I decided that I did not want the insurance taken. I called the finance person to tell him of my decision, went back to the dealer on 6/22/2021, and he prepared the cancellation paper work for the insurance companies. HE DID NOT GIVE ME A COPY OF THE DOCUMENT THAT i SIGNED AND I GAVE HIM BACK THE INSURANCE CONTRACTS THAT WERE IN THE ORIGINAL PAPERWORK. I have requested copies of the insurance cancellation and policies from the dealer as well as assistance but they have not responded to my requests.

  Business response

  10/26/2021

  Business Response /* (1000, 6, 2021/10/26) */ Contact Name and Title: ********** G.M. Contact Phone: XXXXXXXXXX Contact Email: ***************** The cancellation was turned in and sent to ***** *********** to cancel all. he is free to call ***** ************ Consumer Response /* (3000, 8, 2021/10/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response by business identifies the insurance company as ******* ************* only with no business address and phone number. They did not give me a copy of the cancellation that I originally signed nor does the original installment sales contract contain the name, address, phone number, or location of the insurance companies who are underwriting the coverage of repair services. The response leaves the reader completely in the dark as to where these vendors are located and how to contact them. The sales contract's only reference to the insurance shows 1.Windshield protection $995.00, 2.***** Guard for service contract $2995.00, and 3. ***** Innovations tire and wheel $995.00. Consumer Response /* (2000, 20, 2021/11/29) */ Called Mr. ******* on 11/22/21 and confirmed he had received a check and that he would email BBB to this effect, but he has not. I'm closing the complaint as he seemed satisfied.

*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. ↩