Complaints

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter purchased a car less than 1 month ago. They were supposed to set up a service time and contact us, but they never did. Yesterday the check engine light came on and her car is reporting 4 codes for a map sensor, 2 misfires and an ignition error. We called all day to set up an appointment per the warranty and nobody answered or called back. We went back to the dealership and an message was sent to maintenance by the sales manager. A female claiming to be the manager over maintenance finally called at 11:45am and then hung up on me and never scheduled the agreed upon appointment. They say take it anywhere and have it looked at and get an estimate. They just have to take **************** and call us to pay them and then email ** the estimate so we can decide if we will pay for it there...but nobody answers the phone, so how does that work and also, I know what is wrong with it. I want to take it directly to them to get it resolved not do the run around. Another service person called, continued to cut me off, when I explained I was hung up on, he said his notes show there was a miscommunication...I have text proof that is a lie. Then he placed me on hold for over ********************************************************************************************* wait on hold for nobody and he eventually dropped the call. There business practices are ridiculous. There staff is rude and they don't take accountability for anything. They make using thr warranty impossible and they have no desire to help their customers

  Business response

  05/29/2023

  *****************,

   

  We will have our service director reach out to you on 5/30/2023 when he is back in the office. 

   

   

  Thank you,

  *************************

• Initial Complaint

  04/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Bought a 2013 ******* Santa Fe, third month in, 7 pm on our payment date, they shut the car off while we were in the middle of driving downtown, we go and look on our payment account, they had to update our contracts because they had the paydays wrong, now it says our minimum payment is $2946 to get the car unlocked. This was their mistake, our payment is supposed to be $248, its Sunday and we are stranded downtown. I cant call anyone either, so we are screed

• Initial Complaint

  03/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently purchased a 2010 Jeep Grand Cherokee from Marksoian Auto on December 20th 2022. It was driven from the Toole,**** location to the ************, **** location for me to look at and test drive. The sales person that drove it said that it sounds like something was rubbing and that it was the the exhaust system but come to find out that it was the rear differential and they didn't want to repair it. Which at the time I had no idea. I have never experienced a rear differential issues with a vechile. I have a warranty with endurance and the inspector came and stated that this was a long pre existing condition. Well before I got it. Which they should have known bout it and drove it doing more damage since they state that it goes thru a thrall inspection they would have caught. So now they been giving me the not responsible and they will defer 1 payment to help me. It is a $1,800 repair which they should pay for all of it. They said they wouldn't pay anything to now they will pay half. I have spoken to my attorney and he suggests that they need to pay the entire amount due to the fact that there was already signs of the differential being bad. I have called APG and get nothing but voicemails and when I do speak to someone, they tell me talk to the service Department and service gives me the run around. It's as though they know but don't want to claim it. I shouldn't have to be putting almost $2,000 in a repair and I haven't had it 3 months yet. I have been without a vechile for two weeks now and spent hundreds of dollars in transportation expenses to get to and from work. Also I had to get the rear shocks replaced because one was completely shot and they should have caught that as well.

  Business response

  03/14/2023

  We will have the service department call you right away. It sounds like your loan is with APG Financial every one of those has service agreement. We help out and get you taken care off.

   

  Thank you,

  *************************

  Customer response

  03/17/2023

   
  Complaint: 19594956
  
  I am rejecting this response because: I can never get a answer from them and it's always saying talk to APG or APG says talk to service ***** I have called and sent emails and have not gotten a response in 3 days. 
  
  Sincerely,
  
  *******************

  Business response

  03/18/2023

  Reviewing your account it looks like you have talked with ***** our customer service representative. She is the best to help you with your issue. It looks like they have the shop working on your vehicle and you will need to pay your portion once it is done.
  

   

  thank you for your feedback.  

• Initial Complaint

  01/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In the last 2 months I have had my car in and out of the shop at markosian every single week almost for the exact same reason they continue to tell me I need to pay for all the repairs when they should have fixed the issue the last 10 times my car has been in the shop. Now wanting to replace my whole engine

  Business response

  01/19/2023

  *********************

  We know how frustrating car repairs can be and understand what that does to everyone's life when the car is in the shop. We do not offer loaner vehicles and it looks like the service agreement is going to be helping cover most of the cost to replace the engine. You will just have to pay your deductible and they will get it repaired. Once agian we understand, and wish that our customers never had any issues. We will do everything to get you back on the road quickly.

   

   

  Thank you,

  *************************

  Customer response

  01/19/2023

   
  Complaint: 18839047
  
  I am rejecting this response because:

  The whole issue is that my car has had this same issue for the last I can't even say how long and I've put out already so much money because I get told it's one thing and then 2 days later it over heats again so obviously it wasn't that issue that I paid for that needed fixed so how should I be responsible for paying anything when the issue should have been fixed the first time I took it in for over heating 
  
  Sincerely,
  
  *****************************

  Business response

  01/19/2023

  *********************,

  Once agian we are sorry you are having issues, looks like you have had the car for a little over a year and drove about ****** miles. *** good new is you are just a little under the milage expiration of your service agreement. Had you been over the milage it would have cost a lot more than just the deductible. We all wish that cars and vehicle would never break. Thank you agian for being part of the markosian family.

   

   

  Thank you,

  *************************

  Customer response

  03/28/2023

  I have had problems with a vehicle that I got from markosian auto for the last 6 months I've been dealing with my car over heating I have had everything possible replaced under the hood of my car including the whole entire motor after that being replaced the engine began to have multiple issues as to which I was told by the markosian auto service department of it had anything to do with the motor they would cover it full cost because they were the ones that replaced the engine after having multiple repairs done on the engine it is now needing the throttle body replaced in which I have been told by multiple mechanics that it is located in the engine and it is what makes the engine go and get to the normal driving speed. which my vehicle will not go over 20 miles an hour. Markosian auto service department is the only ones telling me that the throttle body has nothing that do with the engine. And that they are now not going to cover the cost of repairs to the engine that they replaced.

  Business response

  03/28/2023

  *********************

   

  We know how hard repairs can be that is by we offer different service agreements at the time of sale. Looks like you received the basic coverage. It covers the engine and transmission internal lubricate parts. It has a mileage restriction of ****** from the time of purchase.  You have driven the vehicle almost ****** miles in just under 15 months. We are sorry at this point in time you need to fix your vehicle. 
  

  thank you,

  *************************

   

  Customer response

  03/29/2023

   
  Complaint: 18839047
  
  I am rejecting this response because: I had the advanced service agreement that just barely expired which before that the service department replaced everything under my hood that could of replaced which includes the entire engine I was told that anything wrong with the engine would be covered by them because I continued to have issues with the motor. Which now it is having issues with the throttle body that sits in the engine that is not allowing the engine to get the power it needs to make the car go therefore this is an engine problem which means that markosian service center should cover the cost for this repair due to it being an engine problem that they said they would cover after the engine was replaced 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  11/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is incredibly frustrating. I was told multiple times when leasing if there are any issues with making a payment to call and they can get it moved to the end of the payment cycle (skip a payment) I have called twice due to a recent death in the family, money is tight and both times I get told We can only extend payment for a week so it has to paid within a week. Im already making 2 $200 payments a month so moving one of those by a week isnt helping at all. I wish they would stand by what they said. Sick of shady dealers

  Business response

  11/18/2022

  Dear ****************

  Thank you for being on of our great paying customers. Please email any documentation you may have to show that you have fallen into a hard time. We must have everything documented to show why we did a lease a modification. Email that to ****************************** they will review everything and if they have question or concerns will reach out to you.

   

   

  Thank you again,

  *************************

   

   

  Customer response

  11/18/2022

   
  Complaint: 18435121
  
  I am rejecting this response because:I dont have any documentation. I just had to miss a few days of work cause of this and so my check is just lower. It shouldnt be this big of a deal to skip a payment
  
  Sincerely,
  
  *********************

  Business response

  11/28/2022

  ****************,

   

  Sorry you didn't like the response we cannot modifity lease with out having some proof of hard time. Missing a couple days of work will not qualify for a lease modification. 

   

  thank you,

  *************************

• Initial Complaint

  09/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car from Markosian Auto on 6/23/22. Within the first week the battery light came on, within the first month, I had to have the alternator and battery replaced twice and after the second time, because the tech did not tighten the battery cables, I was left stranded with the car not turning over at all. Luckily a good Samaritan assisted me in getting the car to turn over. If that was not fun enough, two weeks later, the car blew a hose and the engine started over heating. And then on 9/13/22 the check engine light came on. I went to Auto Zone and they informed that it was the canister purge valve that is out. So I went to Markosian Auto and informed them of this newest information. I was informed that they ordered the part and will call me to bring the car in. As of today, we received no call. We called them and were informed that they NEVER ordered the part and that they will get it there today. I also found out on the 13th that they spent over $3,000 in repairing this car before I purchased it. I am angry now because I was never informed of previous issues, in fact the paperwork given showed no previous repairs, so we had no clue of the repairs, and probably would have gotten a different car. I am also angry that I am having to leave work for these repairs, and am stranded with no car for the day when these repairs have had to have been done. And then you HOUND me on the day that my payment is due, I get 3 txt and a phone call ON THE DUE DATE?!?!?! REALLY??? CAN I START CALLING YOUR SERVICE CENTER HOURLY TO FIND OUT IF MY PART IS THERE? IF MY CAR IS READY??? IT IS SAD THAT WHEN I WALK INTO THE SERVICE CENTER EVERYONE KNOWS ME, because of these repairs!!! I have left the sales person multiple messages with no response.

  Business response

  10/04/2022

  ***************************
  
  We all understand how frustrating repairs on a used vehicle can be and the challenges it puts on our day-to-day life. We have other shops we can work with to help with our customers also, most shops have a one to two week waiting list. The finance company APG is looking into why you would be getting two to three text messages as our system only show one reminder text going out the day it was due. We can disable that feature, but it would stop all text communication for you if this were something you wish to do let us know and we will be ok to do so. Looks like they were able to get you back on the road and enjoying your vehicle if you need to use your service agreement for any other repairs just let us know.thank you for being a valued customer of **********************, and APG Financial.

   

  Thank you again,

  *************************

  General Manager

  Markosian Auto / APG Financial

  ************

• Initial Complaint

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This dealship was the worst I've ever dealt with it terms of trustworthiness And flat out lying to me the whole way through. So I was dumb to follow through but was in a tight spot. but beside that my problem is that they lease me a lemon and the engine blew within 2 weeks of owning the car which I understand theres a risk when getting a used car but this was for one a lease and 2 when I asked what was up with it to the mechanic after it blew at there shop he flat out told me i don't know why they sold you this car when they had documents stating it had problems because of a previous owner driving for a long time without oil. So they knew it was on its last Lim and told me it was in great shape and well maintained but they also got me into a lease when I wanted to buy it and I'd literally be paying around what it's worth if I bought it brand new in 2012 which is insane and truly think it was because they knew they'd be replacing the engine soon so in reality I'm paying for the used engine there replacing it with. Also I got the car to maintain my employment and I've not only lost my job now but am struggling to find employment and am struggling financially now and they will not answer there phone or return my messages when I try to see where there at with my car and it wad supposed to be done 2 weeks ago so it just a ************* and a very deceitful transaction and hasn't got better. They told me I could try and just get into a new car with them and when I went I'm to do that they told me since I don't have the same job as i did the first time that they wouldn't be able to do that unless I had proof of a new job.

  Business response

  09/06/2022

  Dear *************************,
  
  Sorry, that the vehicle had any issues and I know how hard repairs can be on you and family members. We have reviewed your account and it looks like the account representative moved one of your payments that was due in August to the end of the lease to help. The shop replaced the motor since it was at the beginning of your lease, they did not charge you for the motor. It looks like they were able to get the vehicle back to you near the end of August let us know if we can help with anything else.
  
  Thank you,
  *************************

• Initial Complaint

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought my vehicle 8/19/22. The check engine went on before I even got home with the vehicle. I was told by the service manager, ****, to bring it in since I had not even had it 30 minutes and they would have it fixed within a day or get me into a better vehicle. I had the codes read myself at Auto Zone and there were several serious issues. But of course, that promise was not kept and now I will be forced to keep a car I am unhappy with, has problems and their own service guys told me will always have problems because all their Volkswagens do. They don't offer loaners or a rental for you. They expect you to be without a car, miss work and not be able to take your kids to school when they are trying to 'fix' your car. They don't have any exchange or return policy like every other dealership in the valley. I went here over Carmax ONLY because they were more flexible with down payments. Now I wish I would have stayed with Carmax! Also, with Markosian, be careful you read your contract very closely. I got a $12K car that after the 3 year lease period I will have paid $20K for and they e-sign the contract for you. It's been less than a week since I purchased with them, but I would prefer my down payment back and to just part ways with them. Seeing out the lease is going to be a nightmare based on these few short days that I've dealt with them. Last note, I've asked for a manager to speak with me about these problems and I am promised they'll call me, but they never do. Update: I picked up the car this evening, 8/25, took it to them 8/24. I drove it home and parked it in the garage. I needed to go to the grocery store about 2 hours later. I start the car and the check engine light is back on. NO MANAGER HAS CALLED ME WHEN I ASKED. NO ONE ACKNOWLEDGED MY ISSUES DIRECTLY, THE ISSUES WITH THE *** ARE NOT RESOLVED. THEY PREY ON LESS FORTUNATE PEOPLE UNDER THE ***** OF APPROVING EVERYONE. THEY'LL SHINE A T*** AND CALL IT GOLD. BEWARE!!!

  Business response

  08/29/2022

  Thank you for reaching out, it looks like we found you a different car on Saturday already. Let us know if you have any other issues we are always here to help out during, and after the sales. Congrats on the Crosstrek.

   

   

  Thank you,

  *************************

  Customer response

  08/29/2022

   
  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

  08/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Back in April I perched a car for my daughter this car was 10,000 payed 2000 down so that's 8000 left this amn lease want me to pay depreshation that have added to the car and they have some lts Inc charging my account and dubbles each month their are thins in this lease I should not have to pay for I pay the payment don't think some of charged so if I pay this car off I will cost over 17,000this car gets turned off for any reason I will sue

  Business response

  03/27/2023

  We do not turn cars off that are current and paying on time. We have an automated system that does it for us when customers accounts get past due. Yes, you bought the car for $10,000.00 we have taxes, licensing, and registration. Then you have a rent charge because it is a lease like interest just not calculated the same. At the end of the lease, you can turn the car back in, purchase it, or even sell it if there is equity in the vehicle. You get a lot more options leasing a vehicle then you do with a purchase. Sorry we missed your complaint earlier and we make sure that doesn’t happen.

   

   

  Thank you,

  John K*******

  General Manager

• Initial Complaint

  07/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been paying on this car for 15 months. Extra money each time because they Said they didn't have my insurance information. They turned off my auto pay and won't answer my calls. They also won't take my payment over the phone at there office. My account online will not work to pay my **** because they never put my social or information on there. They haven't been reporting to the credit bureau and when the sales Manger found that out they said they would have the financial manger call me to get it fixed and that never happened and they won't answer their phones. I called two weeks ago and they ran my card now they're saying they can't but wouldn't shut my car off till it got fixed. Today my car is now shut off and locked out and I have to miss work tomorrow to try and get their mistake taken care of. Which means I lose 330 dollars for the day on top of possible employment issues and potential loss of my house.

  Business response

  08/04/2022

  ****************

   

  We are here to help out and will be contacting you shortly to review everything on your account and get you set up on auto pay. They updated your account on August 1st if we need to make any other changes, please let us know so that you do not have any issues.

   

  Thank you for letting us know,

  *************************

*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. ↩