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Complaint Details
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Initial Complaint
12/13/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Purchased a vehicle from Randy Marion GMC in ************, *** in October of 24. I paid cash for it and they put a temporary tag on it. All that is fine and well.Two months have gone by and the temporary tag is about to expire. I contacted them a couple weeks back asking about it and they told me to expect it this week. Of course, no title no tags showed ******** I contacted them again and they told me they lost the title and it will be a while before I get my title or tags. (no actual time frame at all)No one there bothered to reach out to me to inform me of the delay or to provide me with another temporary tag. (I had to take action on my own and contact them again.)I asked about getting another temp tag and I was told to contact the finance guy. (Great, so I have chase these people down myself.) I asked the clerk at Randy Marion I was speaking with to contact the finance guy herself and request the ****** appears I will have no tags and no title and I will be unable to drive this paid for vehicle.Business response
12/16/2024
Yes the customer is correct unfortunately the title went to the wrong business and they had to file information to correct it. It is taking much longer than expected and the Business Manager had the information for extension sent directly to the customers home at the same time the customer was filing the complaint.
We certainly apologize for any inconvenience to the customer and everything should be fully resolved within a week as another title has been issued electronically.
The customer is correct it should not take this long to process the title work and we will look at the complication on this one to learn everything we can so the process can be as efficient as possible.
We hope that the customer is enjoying their new vehicle.
Customer response
12/21/2024
I am rejecting this response because:I am still awaiting permanent tags and title to the vehicle. A full two months have passed. This matter should not be closed without receiving the above.
Business response
12/23/2024
Yes that is correct we sent out the extended tag information at the same time as the complaint but the corrected title is in process and a permanent tag will be issued and sent overnight to the customer as soon as it is received. We are expecting the corrected title any time now and the title for the customer will be sent directly from the State. We apologize for the time it is taking to get everything processed correctly. We do not expect any other delays past the time of the temporary marker.
We hope the customer is enjoying their vehicle and we are happy to answer through the portal or directly when the permanent tag is delivered.
Initial Complaint
11/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered a used car from the business that was said to have a full inspection by their service department. The sales person also assured me that the car was looked after and in good working order. When the car arrived it came with multiple issues that stood out without any inspection. To name a few, the cruise control and lane keep assist is not functional, the right rear window and shade is non functional, the sunroof motor is grinding and very noisy, and the suspension is very squeaky over bumps. I purchased a warranty to cover the engine as I was assured there was no issues over the electronics in the car. I was convinced to save the money and not purchase the more involving warranty. I have tried to reach out to the sales person I was working with to no avail or help. Essentially pushing me off without a care. All of these issues were noticed shortly after I purchased the vehicle. With the amount of issues I will have to take the vehicle into an **** dealer to have these issues fixed which my warranty may not cover for the issues.Business response
12/07/2024
We work every day with processes to make sure all of our customers can have a great experience with sales and service.
We did service the vehicle in question and it did qualify for extended coverages which the customer did purchase the powertrain coverage as they mentioned. The vehicle was in very good condition and none of the items listed on the customers complaint were mentioned in any way from our technician on the repair order when we serviced it.
The customer did travel from several states away to purchase the vehicle and spent considerable time doing their due diligence and checking the vehicle over. We are happy the customer did a thorough checkover at time of purchase as we feel it is important to make sure everything is in good shape.
We do the same processes for every vehicle we sell and service so we can offer extended coverage for customers to purchase when available.
We hope that the customer can enjoy their vehicle.
Thank you
Initial Complaint
10/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a 2014 ***** Malibu From Randy Marion on 08/09/2024. They sold me the ***** knowing that the vehicle had issues. When I test drove the vehicle before buying it they stated the car just came to the lot from a trade-in. I was cautious about buying it because it had not been serviced yet but **** *****(salesman) assured me that the vehicle will be fully serviced before purchase and that there was nothing wrong with the car that could not be handled from Randy Marion. They were overcharging me to buy the vehicle for $12,000 even though it has almost ******k miles on it, they stated we have to get our money worth. Eventually I talked them down to $9,600 because the car is only worth $8000. So in reality, they SOLD ME A ***** AND RIPPED ME OFF. Not even a full month in from just purchasing the vehicle, I found out that it needs a torque converter with the final bill of $2000 for parts and laborjust for that issue. Randy Marion promised me that there was nothing wrong with the vehicle and it was good to go and would be fully service before purchasingme being a first time buyer I trusted them to sell me a efficient and good vehicle to last me, but yet they have ripped me out my money and told me lies and now wants me to pay an extra $2500 to fix the issue that they knew was occurring. I have spoke with them about this issue and they only want to come down $1000 off the price and I think thats unreasonable giving that I just purchased a vehicle from them not even within three months. On top of the torque converter failing, The airbag light came on as well! After purchasing, they stated that the car still had to be fully serviced. It took them five days to deliver the car, even though they said it would take two days. I Should have known then that I made the worst decision of my life Because now Im sitting with a car that has a failing transmission! I trusted them to provide me with a good car because they are a big dealer, but I was mistaken and fooled.Business response
10/14/2024
A Brand new vehicle with 5 miles or preowned with 150,000 miles comes with the same due diligence and process to do our best to make sure we are delivering a vehicle that the customer can enjoy and have a great experience.
The customer did purchase a preowned vehicle with 146,000 miles for a sale price of $6,988 plus any tax and fees. Our internal delivery inspection was preformed on the vehicle at an internal cost of $3526. Vehicles in this price range and miles are sold and documented as is no dealer warranty. we also provide a we owe document that shows nothing owed or implied.
It is unfortunate that the customer not long after purchase has an issue with a torque converter with a $3000 cost to repair. As a one time good will gesture we have offered to absorb 50% of the repair which would be $1500.
New vehicles do come with factory warranty that cover things after purchase that unfortunately pre owned vehicles sold as is do not. We do our best to provide vehicles that are serviced and checked over but unfortunatley new or preowned there are a lot of moving parts that can malfunction at any time.
With the goodwill offer we feel we are going above and beyond to help the customer have a good experience and enjoy their vehicle. No matter the price range or age we do our best to provide the best experience possible.
Customer response
10/14/2024
I am rejecting this response because:
Correct and correct. Yes the service inspection was $3000 and yes Randy Marion offered a 50% discount. However, the car needed to be fully serviced before the purchase anyways and the company was initially going to charge me $12,000+ OTD. If the cost of repair was more than the worth of the vehicle which is $8000…the vehicle should have never been sold. The salesman had to “work” the price down. Now there is another $3000 issue. I spent all I had just to purchase the vehicle…and now I must pay $3000 to replace the transmission. Randy Marion is a big time “name brand” dealership with mutiple locations, and it is not living up to its name. I trusted this particular company to sell me reliable transportation and I am very disappointed. Very. I was originally going to go with a different organization but I was persuaded into buying this vehicle from you all and it’s SO DISAPPOINTING that I now have a MAJOR issue.Initial Complaint
04/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We have been waiting on a new engine under warranty since November 30,2023. Making car payments and not being reimbursed. No eta in sight.Business response
04/25/2024
We work toward customer satisfaction for service and sales customers in all of our processes. We work with warranty companies on many of our service customers cars and make every attempt to complete all repairs as efficiently as possible.
Certainly we understand the customers frustration as the customer does have a vehicle with warranty and the engine is part of their extended coverage. Unfortunately the engine is on order with no date available for us to receive. When this happens with parts availability we escalate every way we can to let the manufacturer know the urgency of getting the parts..
We have a shop with world class technicians to replace the engine in question, unfortunately the time it takes on getting the engine from the manufacture is not in our control. When the engine comes we are very prepared for an efficient installation process.It is our hope that the engine comes in as soon as possible so the customer can enjoy their vehicle.
Initial Complaint
02/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased a vehicle and had them send it to a body shop to have a dent fixed. Upon receiving the vehicle back I began to have electrical issues. Comes to find out my harness by the fire wall and at the rear of the vehicle has been damaged and can no longer be safely driven. The dealer refused to make it right and had me file everything on insurance. Upon approval of payout on the claim. They told me that they can no longer provide a loaner knowing insurance will not provide a vehicle for the unknown amount of time it would take to get the parts to fix it. I was told it was not thier problem and I need to go figure it out. I haven't had the vehicle in my possession for 2 weeks and they won't make it right.Business response
02/12/2024
With every purchase or service performed it is a large part of our processes to take care of the customer and provide a great experience.
We were able to provide a loaner vehicle while repairing the dent that was on the rear of the vehicle when we traded for it as promised. The loaner was turned in and the customer was able to enjoy their vehicle. We were surprised to get a call a few days later that the vehicle was having numerous electrical issues and was not drivable.
Upon inspection we had to do a deeper dive to see what was going on. We put the customer in a loaner vehicle and had a world class tech work to discover the firewall in the front of the vehicle had a whole punctured through the boot where the main wiring harness is. After receiving approval for further tear down from the customer it was uncovered that twenty plus wires and coax cables are severed explaining why the vehicle is starting and turning off by itself and numerous other lights and issues going on. There is know doubt that at the time of this damage the vehicle would immediately not be safe.
We informed the customer this is not a warranty issue and should probably be turned in to their insurance as the wiring harness will need to be replaced and there is unfortunately not a guaranteed time frame it will take to get the harness.
We understand the customers frustration as it may be a long while waiting on parts. When we receive a damaged vehicle for repair we unfortunately do not have long term rental vehicles available while waiting for parts to arrive.
Warranty and insurance policies do sometimes cover rental cars while we wait for the parts to repair vehicles. We have suggested the customer inquire on that coverage.
It is unfortunate the customers vehicle has been damaged and we will do our best to prioritize the repairs and repeat urgent request to expedite the parts needed.
We hope that the customer is able to enjoy their vehicle again sooner than later.Initial Complaint
12/27/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I answered an ad that was for a 2020 F350 Lariat that Randy Marion had. After spending days on the phone with them, I later found out that their ad was incorrect. Their F350 was an XLT, not a Lariat. **** that works there suggested I consider a ***** Silverado **** that they had. I told him I'm not familiar with ***** or their trucks. He goes on to say that it's just as reliable as the **** that I wanted. I put a deposit down on the truck. I later found out the truck wouldn't meet the needs for my business due to the design of the DEF and also fuel injector issues that the truck are well known to have. Randy Marion refuses to return my $1,000 deposit even though I never signed anything saying it would be non-refundable. I already purchased another truck since this happened.No one at Randy Marion will answer or return my calls.I just want my money back. I provided a picture for the truck they falsely advertised as a **** F350 Lariat. It shows the vin. I feel like they pulled a bait and switch and are dishonest people.Business response
12/27/2022
Customer satisfaction is very important to us both sales and service. There may be a communication issue as the customer was working with another store. I have reached out to the store the customer was working with and the General Manager of that store is going to reach out to the customer for resolution.
We apologize for any inconvenience and hope the customer is enjoying the vehicle that works best for their needs.
We hope the customer will reach out to us for future needs and that we are able to help them with any sales or service. We appreciate the customer letting us know there is a communication issue so we can help get it resolved quickly. Thank you
Customer response
12/27/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
Thank you.
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Customer Complaints Summary
7 total complaints in the last 3 years.
5 complaints closed in the last 12 months.
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