Complaints

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:10/31/2024

  Type:Service or Repair 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.

  I Purchased a vehicle from this dealership for $55,000 while out of state. They stated that the vehicle was throughly inspected and had absolutely no mechanical issues. 3 days after purchase the vehicle had a major mechanical breakdown costing over $8000 is repairs after driving only 200 miles. The mechanic informed me that this was a pre-existing issue that was not repaired prior to purchasing the vehicle. I have contact the dealership and have not yet received a response.

  Business Response

  Date: 11/22/2024

   

  On behalf of **** ****** I would like to apologize for the delay in our response. ***** lives in ***** and had a relative come in to test drive the vehicle on his behalf. During the test drive ***** was on a video with his cousin and was then given a video walk around. Part of this test drive involved driving on E470 at highway speeds. When ***** received the vehicle he reached out and stated that the vehicle was out of alignment. They were no concerns about alignment noted during the test drive or any part of our reconditioning process. The vehicle was transported by a company that ***** had used before and we believe that a tie down might have caused this. **** ****** agreed to pay ***** $200 in goodwill towards an alignment and ***** stated that he was completely happy. Within a few days ***** called up again stating that vehicle was not running. We requested more information multiple times and ***** never sent us anything. We eventually received pictures of a compression test which we reviewed with our shop ******* who stated that it looks like several cylinders might have an issue. I then called ***** and requested more information at which time he stated they did the compression test 3 times all with different results. He said he no longer trusted Mercedes of Plano and was pulling the vehicle out of there service department. He said his friend thought that it needed spark plugs and if **** ****** paid him $2,300 in goodwill towards the cost of plugs and repairs done he would consider this resolved. As a condition of this goodwill he was to remove all negative reviews and retract his BBB complaint. **** ****** issued a check in the amount of $2,500 towards this goodwill which was sent via FedX on 11/13. **** ****** resolved this customers issues twice and we had him sign an agreement that this was the last Goodwill that will be paid and I have attached a copy of this. If you have any further questions please feel free to reach out to me at ************************************

  Customer Answer

  Date: 11/22/2024

   
  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:08/22/2024

  Type:Service or Repair 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.

  Background: I leased my car on March 11, 2024. ******** ******* 2024 ***** *** ***************** Car dealership: McDonald Automotive Group ***** cars *************************************************************** License number #*** Per my leasing agreement McDonald Automative was to handle the registration of the vehicle.I also was part of the ***** Care program, which provided free car insurance as part of my lease agreement. :As of today August 22, 2024, 5 months after I leased the vehicle my car is NOT registered.I have sent 30+ emails to try and resolve and numerous calls.The issue is an error by McDonald Automative which they lay out in this letter here McDonald Automative used my name to register another car to me and another customers name to register my car. Per their letter to me: We apologize for not having the title work done in a timely matter. The previous title clerk had sent the title for Maigreads vehicle to ************* for another customer ****** ***** who purchased a different vehicle in January 2024. Both vehicles have the same last 4 digits of the *** and Denver County processed ******* paperwork incorrectly and his name is currently on the title for the 2024 ***** XC40.Therefore, my car has been registered to another person for the last 5 months and I am the registered owner on Mr. ****** car. I never received a direct phone call from anyone in management apologizing for this error and/or offering resolution.

  Business Response

  Date: 09/18/2024

  Hello, I have attached my formal response letter along with emails and proof of documents that were submitted to the Denver DMV. I apologize if a formal response has not been submitted as I thought one of Finance Managers had sent what I have attached. The proof I have shows that I had to work diligently to get the customers title work corrected and was in communication through the process. Please reach out to if I need to send the attachments in a different format or if anything else is needed at ************* or **********************************

  Customer Answer

  Date: 09/30/2024

   
  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:03/05/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  We purchased a new car from McDonald in August 2022. McDonald specifically represented that the car had a tow package available which we represented was a required feature to tow our camper. After a monthslong delay by McDonald in installing the harness/brake light component of the tow package, we took the car to a trailer company for installation. The trailer company informed us that the car is not equipped with the necessary electrical plug-in to support a harness/brake light and to do so post factory would impair the cars software, causing cascading problems with the cars functionality.In short, McDonald misrepresented the car they sold us, and we would have not bought the car if we knew it couldnt tow. We are hence requesting a full refund of the car (including taxes and registration fees we paid) minus $800/month for the last 7 months (which is our monthly car payment).McDonald has acknowledged they sold us a car that didnt have the feature they represented but have not been willing to refund the money nor have they offered a comparable low mileage car that has a tow package available. We need either a full refund + taxes and fees (minus $800/month) or a trade for comparable car with low mileage and a tow package included (and for which mdonald would pay registration fees, since we shouldnt have to pay double registration fees since we wouldnt have purchased the car from them had they not misrepresented the cars features).