ComplaintsforKelly Grimsley Auto Group

• Initial Complaint

  08/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 8 Aug 2024 I was at *** dealership to purchase a new vehicle. As I was already preapproved by my bank I did not want to trade in my 2018 *** ********* I wanted to sell it to the dealership if the price was right. The finance ******************* offered me $8k and I took that. Nothing was put in the contract except for me using $1k of that amount toward down payment of new vehicle. Nothing was put about the remainder $7K, they told me it would take about 2 weeks to get the check and I signed over the title. Now I am getting the runaway and no one can tell me when I will receive my check. The comptroller is never there or so they say. I feel like I am getting taken advantage of and out of a car that in good faith expected payment for

  

  Business response

  08/27/2024

  Customer received her check today. this complaint is not valid. 

  Customer response

  08/27/2024

  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. It was a valid complaint and coincidentally they drew up the check and i received today ONLY after complaint
  
  Regards,
  
  ************************************

• Initial Complaint

  03/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  6 months ago I purchased a truck at ****** Grimsley in ****** **, they added an extended service that I did not ask for for a total of $6431, the next day after my purchase I asked them to please take this off as I was not interested, they said yes they can remove it, they sent me a cancelation form. They later sent me a picture of where this was canceled. They said my reimbursement would be reflected between 6 and 8 weeks. After time passed, I went to pick up my plates and spoke to them about the cancelation of the extended service and they said they had forgotten about it and again for me to wait another 6 to 8 weeks. This was 2 months ago. Feb 12th, I sent another message asking for an update. They checked and again said they forgot to submit my cancelation. They also said that from the initial amount of $6,431.00 they were only going to refund $5,600.00 which I have not seen reflected either.I been very kind every time but I do not have a resolution.Vin #*****************

• Initial Complaint

  03/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My husband and I purchased a vehicle from KG *** in ******, ** on January 27, 2024. An equity check for $2100 was promised to ** and when we had not received it after a week I reached out to the sales person who initially was very helpful in trying to find out how that was handled. As days continue to go by and still no check or definitive answer, the sales manager reached out to my husband and that's where all the excuses, putting-off, running around and broken promises started. After I made several attempts to come to a resolution, all responses from the dealers end ceased completely. I tried to communicate via text as much as possible, but there were a couple of phone conversations as well. It seems as though each time we talked to someone, they were pointing the finger at the other.

  Customer response

  03/12/2024

  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.
  I received a phone call today with resolution that was more than satisfactory. I no longer desire to proceed with this complaint. Thank you for your time and quick attention to my concern. 

  
  Regards,
  
  *******************

• Initial Complaint

  02/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have not received license plates. Co owner was pulled over by DPS for expired tags and they stated car was not registered. Have reached out to *** and they stated they would email me a paper plate but we have not received. DPS will also not accept another paper plate on the vehicle

  

  Business response

  02/23/2024

  My office has been in contact with *************************, until she had stopped taking our phone calls. We have her license plates in our possession, we just need her to reach out to us. We have made several attempts to contact her, but she refuses to speak with us. We need her to contact us about the delivery of her plates. We can be reached at ************ 

  Customer response

  02/26/2024

  Complaint: 21282397
  
  I am rejecting this response because:
  I have Also reached out to them and they stated a paper plate would be emailed and wasnt emailed. I am not able to drive car due to it not being registered. DPS will not accept another paper plate and we received a citation on car not being registered. 
  Regards,
  
  *************************

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I dropped my car off at the dealership on June 11. I had a wonderful experience with the sales team so felt comfortable having the car brought to them. It is now July 10th and I have not received a phone call from the dealership. I have been lied to by the service department on what was going on with my vehicle. I was initially told my warranty would not cover the damages due to it being in a wreck. (The car was not in a wreck and has no damages anywhere except the driveshaft) I was told the warranty company had sent an adjuster out to review and denied it. I asked for the information the adjuster left them with that way I could maintain a copy I was told they would be emailed to me that day. I then spoke to the warranty company and they would cover the driveshaft, but the dealership would need to file a claim. My warranty company assured me that no one from *** has reached out to them regarding my warranty. I was lied to by the service department. I attempted to speak to ***** and was given an excuse each time. I went to the dealership to speak to him and was told he was in a meeting. I waited 3 hours before being told he was not in and wouldn't be for the next few days. I ordered the parts I was told were needed from the initial inspection. ***** told me that I would be able to pick the car up by the 27th for sure and that I would receive a phone call if there were any issues. The 27th I called to see if I would be able to pick the car up like I was assured. I was told they are waiting for parts. I had already ordered the parts and are at the dealership. *** did the inspection the day before and different parts would be needed. Why I was not made aware when the initial inspection was done? ***** stated they probably didn't do an initial inspection. I asked ***** on why I was not updated on the situation and was told he updated the sales manager but never thought to call me. I asked to speak to the general manager and was told they do not have a general manager.

  

  Business response

  07/20/2023

  The dealership has been in contact with this customer regarding this issue for about two weeks. The customer, *********************, has agreed upon the repair of this vehicle. *****, the service manager who handled this, is no longer with us. The general manager, ******* Grimsley has been dealing directly with the customer. I believe this complaint is needing to be closed as the customer and dealership has come to an agreement. 

  Customer response

  07/20/2023

  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. Mr. ********************** and I have spoken since filing the complaint. I believe this complaint helped me be able to speak with him and come to a resolution. My vehicle is still with *** but I have been kept in the loop as to services being provided and we have a plan moving forward.
  
  Regards,
  
  *********************

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car has been in the shop to get motor repaired since December 9th. Car is yet to have any repairs done to it. Kia ********************** Grimsley Has had issue with telling me the truth about parts and what is needed to repair my car. The Insurance has already wrote a check for $6200 plus dollars and now ********************** Grimsley is asking for another $2000 plus dollars for more parts, but has yet started to repair the car. I have had to negotiate all communication with ********************** Grimsley as well as ******************** about each step of when my car would be repaired after almost 2 months I still have not gotten correct honest communication about my vehicle from ********************** Grimsley they just keep asking for more money. I have called up there several times to talk to a manager I went up there in person one time and spoke with the manager and it didn't get me anywhere and this was after they had had my car for 2 weeks already I have called this manager several times he has yet to communicate with me his name is **************** have called and left messages with the manager over the body shop he has yet to communicate with me I have text and called ****** who is the girl who is in the service department who was supposed to be communicating with me on my car she has not called me anymore since I called her on Monday about my car it is now Friday January the 20th and she has not reached out to me to communicate with me about anything else. At this point I don't know what to do about getting my car fixed.

  

  Business response

  01/28/2023

  To Whom it may concern,

                 My name is ******* Grimsley, I am the ** at Kelly Grimsley Auto Group. I am writing in response to a complaint that was filed by *************************, the Complaint ID *******. In her complaint she had written that she had been leaving messages for me personally and I had not responded. The first that I learned of any problems with ***************** was the arrival of the letter we received from the BBB. So I was very interested to find out where, or with who she had been leaving messages. I am rarely in my office so any calls for me, my operator always takes a message and forwards it to me. I do that so if a customer is having a problem, they have spoken to someone and I know I will get that message. I prefer that to the customer getting a voicemail. After speaking with *****************, she informed me that she had left messages with a salesperson. That salesperson didnt give me a message. Clearly a breakdown in communication on our part but it was important to me that I addressed that first because, personally, I truly value each and every customer that comes to us. And if there is a problem, its very important that either my employees would take care of that problem, and if they arent able to, then I would personally address that particular problem.

  I spent a few hours after I received the letter gathering all the information that we had concerning ******************* car being in our service department. Once I had what I felt was clear understanding of our role in this, I reached out to ***************** by phone to get her side of things.

  Im going to briefly give you a timeline for this. This is a vehicle that we received on December 9^th with a flooded engine. My mechanics looked at the car and verified that it was in fact a floored engine. We produced a repair order suggesting that, and submitted it to ******************* insurance company, which is State Farm. State Farm told my service department that they would be sending an adjustor. We reached out again on 12/21 and were again told they would be sending an adjustor. There were three more emails from us to State Farm between 12/21 and 12/28. On 12/29, we were told by State Farm that they would accept pictures and it wouldnt be necessary to wait for an adjustor. That same day they approved the pictures and gave us the name of a vendor that they requested we order the engine from.

  My service department ordered the engine from the vendor and we where told we would receive the engine on 1/9. On 1/9, we had not received the engine. When I spoke to *****************, this is something that she was upset about, and she was correct to be upset. She had been told by my service department that they had been trying to get ahold of the vendor to understand why there was a delay and they couldnt get ahold of the vendor. ***************** asked for the number to the vendor, and she got the vendor on the phone. The vendor was unaware that there had been a delay. He researched it, discovered there was a problem, and 45 minutes later called ***************** back and told her that we would receive the engine on Jan 12. As far as our role in this, her frustration concerning this is totally warranted. We received the engine on Jan 12, as the vendor said.

  We are a *** ******* so in a situation like this, when we are putting a new engine in a **** *** requires that we test that engine prior to putting into the car. That test revealed that the intake manifold was bad. The intake manifold is a component of the engine. Just to clarify, this is a diagnostic that is required by **** and the report comes directly from ***. This isnt something suggested by a mechanic. The cost to replace the intake manifold is, approximately, $2800. The initial claim that had been approved by State Farm was for $6200. That information, the *** was emailed to State Farm requesting a supplement the original claim.

  In ******************* letter to the BBB, and in her conversation with me, she was expressed confusion about why exactly a supplement had been requested. She wasnt sure if the motor was damaged, or if we had requested more money for a different engine. During our conversation, I explained to her exactly what I described in the previous paragraph. Again, on our part, ******, the service advisor that was handling this, or perhaps her supervisor should have clarified this better for *****************. I expressed that to ***************** during our phone call.

  This brings me to the part that is really the fault of State Farm, but, I believe we could have communicated this to ***************** better than we did. State Farm requested that ** emailed to them. As requested, we emailed the *** I personally confirmed all of this particular information through the emails we sent to State Farm, and their responses. The first request was sent to State Farm on 1/13. We followed up again the following day. State Farm said they didnt receive it. We resent on 1/14 and followed up within minutes of the email showing sent on our end. ******* confirmed they received it, but, this was the first time this had come up, they said we needed to send it to a different email address.

  This went on for six days. It would go to one email, and we were told it needed to go to a different email for a different department. Clearly I understand ******************* frustration with us because ******* told her that we hadnt sent them the *** When she called and spoke to ****** on or around 1/18, ****** told ***************** of the difficulty she was having. ****** had, at this point she should have, requested the assistance of one of her more experienced advisors. She told that to *****************. ***************** called ******* and told them that we had in fact been sending the ** and they had confirmed receipt of it. ***************** told them they had requested the ** to be sent to five different places, where exactly did they want the email sent. The email that ******* gave ***************** happened to be the same one that they had given us the day before, so on ******************* had finally confirmed they had the ** requesting the supplement.

  After receiving the ** requesting the supplement, State Farm informed us that they needed to send an adjustor and that it could take up to 10 days. I Confirmed this through the email we received from *******. The same day, ******* told ***************** the exact opposite. They told her that they would only need pictures and an adjustor wouldnt be needed. Once again, ***************** was upset, and her frustration is warranted.

  It is my belief that the reason ******* is giving two different stories here is because instead of paying the supplement for the part that is needed for this particular engine, they may just be trying to find a different engine. The engine that they paid for was one they requested. So they may just be giving two different stories while they are deciding whether to pay the supplement, or simply request a different engine.

  Because there is another party involved in this, *******, I only have so much control over getting her car fixed and back to her. This isnt a matter of us not having done work that was requested, or doing the work quicker. This is a matter of submitting work that needs to be done to a 3^rd party, and waiting on them to respond to **. My priority, as I told *******************, is to get her car back to her ASAP. I suggested a few things to her that she could do on her end to speed up *******. I saw she had spoken with at least a half dozen different people on her claim and that was very unusual. I told her that in my experience with insurance claims, one person should be assigned to your claim. So I told her that she needed to request one person from ******* to handle this.

  As of the writing of this letter, I had told ***************** that once they assign her one person, tell them that she was told an adjustor wouldnt be needed. But, I told her to make sure to tell them that exact opposite had been told to Kelly Grimsley. I told ***************** that because she is St Farms customer, they will respond quicker to her than they will to us. I wanted to make sure she understood that I wasnt saying that to put any of our job on to her, I just know that in a situation like this, where time is critical, ******* will respond quicker to requests from her directly. I also gave her some other things she could do on her end to try to expedite this.

  On our end, there was, as I stated earlier in this letter, a number of things we couldve done different. We did a poor job of communicating exactly what was going on. I addressed this on our end, and I think it is a case of inexperience. ******, the advisor that was handling this, is my least experienced advisor. This is one of only a handful of insurance involved claims the had been involved in. I told my Service Director he should have gotten involved in this much sooner. Knowing that ****** is relatively new, especially to a claim that involves insurance, he should have gotten involved at an earlier stage, or assigned another service advisor to this.

  I dont blame ***************** for being frustrated because she was confused. She was getting two different explanations that both contradicted the other. I can only answer for us, and while we did do what was being asked, we needed to do a better job of communicating this to her. I wish I could tell you that this had been resolved, but at this moment I can not. I can say Ive reached out to the customer, I gave her a very detailed account of things from our end. I put my service director, ***********************, in charge of this claim, along with ***************************, my most senior advisor. So Ive put this into the hands of the most capable people that I have. We will communicate any and all of our communication with State Famr to *****************, and advise her as best we can. Shes our customer and we will take care of her. I gave her my direct line at work, and my cell phone, as well as ************************* direct line and his cell. Hopefully by the time the BBB follows up with this, this situation will have been resolved.

   

  Thank You,

  ******* Grimsley

  ** Kelly Grimsley Auto Group

   

• Initial Complaint

  03/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought a truck June 2021 with extended warranty. Warranty was never submitted to the auto warranty company the warranty was actually submitted by Kelly Grimsleys auto group one day before I took my truck in to get it serviced then I was told by the service technician that the warranty on the policy had expired. Ive tried numerous of times to get the correct number to the warranty department for the Was always unsuccessful given different numbers not to the warranty department. Now they refuse to honor the contract even though the contract was never submitted. The warranty also covered oil changes that Ive paid for out of my own pocket because they cannot find the warranty in the system.

  

  Business response

  03/22/2022

  I am needing more information on this claim. I do not show a customer by this name. I will need a vin number. thanks 

  Customer response

  03/23/2022

  Better Business Bureau:
  
  Customers name is ******************* **** F-250 was purchased June of 2021
  
  
  

   

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