ComplaintsforGrand Motorcars

• Initial Complaint

  05/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  5/2/24, I purchased a 2021 ***** Accord 2.0T from Grand Motorcars Marietta ($5,093.94 down and used outside financing for remainder) I still haven't received my vehicle. The quote was ******. I was given 295 off after attempting to get the price down. GMM was firm on their pricing and promised a 128 point inspected, ready to go vehicle but it wasnt. Dried oil was discovered near engine (service department noted a valve cover gasket was missing). GMM handled getting the part from ***** but I couldnt get the vehicle until the next day. For inconvenience I asked for a transmission fluid *********** change to be completed while servicing the valve cover ************* added a future oil change. They offered to deliver the vehicle to me but I was told their employee would have to drive it. The title reassignment was supposed to be sent to leinholder on the day of purchase to complete the outside financing before leinholder office closed. The wrong title was sent via email and delayed completing financing. GMM stated they would get the title overnighted from the corporate office to their location and then send to leinholders office. No communication from them, only from me following up. The tracking information finally given has destination to GMM not to leinholder. Also, the service document provided via email for requested servicing did not list the oil change. I asked for the document to be updated and havent received it. I called a number received via a marketing email from the general manager. They informed me the info was wrong and he is no longer the manager over that location but would help. He asked if I was offered a loaner car and would get back to me. No follow up. I still dont have my vehicle and the futile attempts made to resolve this havent been acceptable and this buying experience was terrible. Ive paid for Ubers and a rental vehicle. The best way the business can assist me is reimbursing me for all out of pocket expense thus far.

  

  Business response

  05/07/2024

  We have spoken to the credit union and our service department. The vehicle will be ready for delivery tomorrow 05/08. We will contact the customer before we deliver the vehicle, all service work has been completed.

  Customer response

  05/08/2024

   
  Complaint: 21677129
  
  I am rejecting this response because: I still havent received an email with ALL completed servicing as requested (oil change) and the vehicle hasnt even been cleaned up yet according to *****. Your response simply stated that you are FINALLY going to do what you are supposed to when a transaction is made. Contact with my leinholder was never the issue as you can clearly see with the title FINALLY being delivered my part in this process only took 2 hours to complete not a week. The business completely ignored my previous submission concerning any type of reimbursement and failed to offer any additional accommodations to make amends for their failure and incompetence. Again, Ive had to pay for other methods of transportation & extend rental vehicles totaling $333.90 (137.48x2 because I had to extend the rental for 2 more days & ***** for Uber). The least you could do was add additional future services that equal to that amount. For example: a complete brake job, a detailing service, several additional oil changes. Good business means you treat EVERY customer fairly. Your commitment to valuable service should be just as ***** as the stance on pricing and quality of your vehicles. 
  

   

  Please make sure ALL of my documents related to this transaction are put in the vehicle upon delivery because you all are great at forgetting something and doing the bare minimum. (CarFax, Warranty, Sale documents, EVERYTHING, the entire folder if you have to). Even as I write this no one has contacted me on when my vehicle will be delivered. They opened at 9am. Typical behavior thats  happened during this entire process still a week later. 

  
  
  Sincerely,
  
  *****************************

  

  Business response

  05/21/2024

  We are not sure what exactly happened, but we will be in contact with you this morning to discuss a resolution.

  Customer response

  05/22/2024

   
  Complaint: 21677129
  
  I am rejecting this response because:
  
  No one has contacted me to discuss a way to resolve anything dealing with this transaction or customer service experience. It seems as though the business is providing responses to seem they are working towards a resolution, but in reality,  they are not.  I still havent gotten so much as an apology or even an acknowledgment that there were errors in their actions  

  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased date: 02/29/2024 1st)03/29/2024 was when my temp tag expired I repeatedly asked ****** the finance manager that my license does not match to where I stay at he told me that he changed it. **************************************** which I went to the tag office, and paid an additional $25 to get my plates. *** asked for a refund, and never received any 2nd)The vehicle, and extended warranty was purchased for $28,704, which $3,338 of that was for the vehicle warranty. Ive requested for a refund because of the way they operate. Ive reached out via email, calls, and text. No correspondence with them. I have all documentation of everything. When I called Grand I asked to speak with ****** in which he was very rude, and condescending about the matter. My wife, and I patronize their business for two cars at the same time with a Grand Total of $53,000, and to think that they would be more interested in my business this is what lead me here.

  

  Business response

  05/14/2024

  We apologize for any difficulty or communication problems you may have had. We will be reaching out to you today to get this taken care of.

• Initial Complaint

  04/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The business fraudulently charged my card. I have been reaching for months to resolve. This company is a SCAM . I have taken further action with my bank ! I will also be proceeding with legal action against this company for stealing ! Terrible customer service and service overall , i would never recommend to anyone ! Ever !

  

  Business response

  04/25/2024

  I would like to start by apologizing for any misunderstanding. We take our business very seriously. I can not understand how we would have received your card information if it was not for a deposit or a down payment on a vehicle purchase. Our accounting department will look into this and make sure this is reversed. They are gone for the evening, however this will be addressed in the morning. We do apologize and are not sure how this could have happened.

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Dec. 30, 2023, I purchased a 2018 *** x1 from Grand Motorcars in Kennesaw, GA. The car was delivered to me and I planned to check it out in detail the next day. I discovered that the car was not detailed.There was yellow paint on the front and rear windshields and a small fracture on the front windshield. It was obvious that the car was not filled up with gas before it departed. I found leaves underneath the hood. There was only one key fob. I overlooked all those things.The big issue was the car would not start. Next, I jumped the car off and headed to Auto Zone, where the battery was tested and had to be replaced. The car was taken to a certified *** mechanic and the battery replaced. After calling the sales manager, I was promised I would be reimbursed for the total amount, $507.09. Eight days later, I asked about the reimbursement. Three weeks went by and I was stalled or neglected with calls and texts. Feb 3, I got a letter of apology and the sales manager said he would personally send my check Monday morning, Feb 4. Feb 8, I texted about the check.Feb 9, I was told the check was going out. Feb 10, I texted for an ETA for the check. Feb 15, I received a check for $350, NOT the full amount.That day, I texted back that I would have to go to The Better Business Bureau and some other places to get the remainder of my money.The sales manager reply was "for $157, is it worth all that?" My speedy reply was, "YES ! " Feb 16 I was asked if I had Cash App or Zelle.I have neither. Feb 17, I was told the owner was in ***** . I was PROMISED $507.09 and received $350. I want the rest of my money. FYI - I had to replace all 4 tire, $438 and did not ask reimbursement.Thanks for your help I sent them a copy of the bill, right after the battery was replaced.after I was stalled or lied to

  

  Business response

  03/15/2024

  We apologize for the misunderstanding. We are cutting the $157 check and sending out via *** today. We appreciate your business and value as our customer.

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used 2023 Kia ** from Grand Motorcars Kennesaw (*****************) on 2/5/24 based on representations made by the dealership regarding the vehicle's condition. The car was shipped to me on Feb 15th, and I noticed interior damages once it was delivered.There no prior indications of damages listed on the car's website posting. I checked the Carfax on the vehicle as well. I had the car salesman use video chat, FaceTime, to confirm the condition before purchasing. The car salesman failed to disclose known damages to the vehicle, which were not apparent during the initial inspection or on the listing. During the call, l verbally asked if there were any damages, because I saw scuffing on the seats and mirror. He stated that it was very minor and will be repaired, but never was. The undisclosed damages that he did not tell me about will result in significant repair costs. I would have not purchased the car prior to knowing about the damages. Majority of our communication has been via text and phone. I signed their agreement contract which included arbitration agreement and sold as-is form. I also was deceived into buying Assurant Interior protection before going through with the purchase. Don't understand how I still ended up with unrepaired damages with the "interior protection".Damages include torn ****************, missing interior door handle, damaged interior rear door. tears & burn marks on seat, rattling door, and outside damage to rear door window sealing. These damages were not brought to my attention at all. I was not given a copy of my signed agreement with ************ I also did not receive drive out tags. Communicating with the dealership has been very difficult due to them ignoring my calls, gaslighting me, and mocking me. They keep telling me that I cannot return the car. My only options are to take it to get repaired and provide them with the quote so that they can determine what they will pay. I have record of all communication, even the phone calls. I noticed a pattern with other customers having been in the exact same situation according to cars.com, ******* and *********** reviews.

  

  Business response

  02/29/2024

  We do apologize and will absolutely make whatever necessary repairs. We will be reaching out to you shortly to coordinate.

  Customer response

  03/04/2024

  Operations Manager ***************** and Sales Manager ******************************* has contacted me. I was told they are willing to pick up the car, take it back to *******, and return it back to me in a couple of days.

  I am not looking to have the car repaired. I would like for the car to be returned, and for me to receive back my down payment plus shipping of $8,000.

  I have relayed they messaged to them and am awaiting a response.

  

  Business response

  03/15/2024

  We are more than willing to make any agreed necessary repairs to your vehicle. As promised we will pick up and drop off when completed at no expense to you. This was a pre-owned vehicle and are not expected to be perfect. Refunding money and taking the car back is not an option. Please let us know what to do from here.

  Customer response

  03/15/2024

   
  Complaint: 21327788
  
  I am rejecting this response because: I was given a false representation of the vehicle purchased. I asked the salesman about the condition of the car and if there are any damages. He replied there are no damages. On our FaceTime call, I noticed imperfections on the vehicle's seat. He stated the only damages were small scuffings on the seat and exterior mirror. I have messages from the salesman mentioning that it will be repaired, and that he will send me a video before shipping. Neither was fulfilled. I messaged him again to confirm the minor imperfections were fixed since I did not hear anything, in which he stated that it was repaired on 2/14/24. I have record of this communication.

  The vehicle arrived with more obvious damages than what was disclosed - torn ****************, missing interior door handle, damaged interior rear door. tears & burn marks on seat, rattling door, and outside damage to rear door window sealing, loose bumper, improper windshield, rusted disc. These damages are not normal wear and tear. A missing door handle is not normal wear and tear. I also did not receive drive out tags. I would have not purchased the vehicle if I knew about the obvious damages. 

  I trusted Grand Motorcars sold me a vehicle in good condition, as advertised but was deceived. I understand that necessary repairs can be done, but I am not seeking repairs. Communication with the business has been difficult as I have been gaslit and ignored. To quickly resolve this matter, I would like my money back and the car returned. 

  
  Sincerely,
  *********************************

  

  Business response

  03/15/2024

  We do not know what else to do, we have offered to make this as little of an inconvenience to you as possible. Can we suggest a mediation from BBB?

  Customer response

  03/19/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

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

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 20th I purchased a vehicle from Grand Motorcars Kennesaw. At the time of purchase we also signed a contract for a known needed repair, I have a signed contract for the repair. It was to repair a broken arm rest / center console. I am not able to get in touch with anyone, they will not call me back to schedule the repair. I got a quote to have it fixed and part is $392 with estimated 2-4 hours of labor at $225 an hour. Additionally, days later I discovered the car had been in a accident and they covered up the damage with painters tape and film. The picture online was photo shopped to hide the damage. I got a quote for the repair and it was $800-$1000 to repair. No one will return my calls and when I call they transfer me and then drop the call. please help

  

  Business response

  03/15/2024

  Good afternoon,

   

  We apologize for any confusion or miscommunication. I have personally spoken to my recon department and they called you while I was standing there to coordinate ************. They unfortunately reached voicemail, we also sent a text. Please respond as soon as possible and we will make sure to get your armrest taken care of. We once again apologize and value you very much as our customer.

   

  regards,

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I purchased a 2021 *** X740i on 23SEP2023 with a vehicle service contract ($5995) and GAP Insurance ($1500). We formally requested in writing (email) a cancellation for those on 06OCT2023 and we have been getting the run around since. The first person we spoke with (*******) assured us that everything was submitted and cancelled, but that wasn't the case because we were told in December that nothing was processed. We were told that they (dealership) went through "restructuring" and that some claims weren't cancelled as a result of that. My question is why do I (customer) have to get stuck carrying the financial burden of their mistakes?? They have supposedly cancelled or submitted cancellation for the service contract in December but when I called the company that administers the service contract (DLP) they have no data showing a cancellation was requested for our account. The ********************* also told me they refunded money to the dealership in December but the dealership didn't cut a check to our lienholder ********* until 19JAN24 and I'm not even sure if that's true because to this day nothing has been credited to our loan with ****. The process is supposed to take 4-6 weeks for it to be credited to our loan and we are now going into week 20 and because of this we are unable to refinance the vehicle into a lower rate. I have entire email threads between my wife, myself, and grand motorcars showing this entire ordeal.

  

  Business response

  02/16/2024

  Good afternoon,

  We have just spoken to your warranty provider and they have escalated the cancellation. This should be handled as I type this message. We do apologize, but we are a third party in this and the ball was dropped by the warranty provider in this case. This is not normal business for them, they are typically very efficient. I believe you were contacted regarding this update. We truly apologize for any inconvenience this may have caused, and we greatly appreciate your business.

   

  Customer response

  02/19/2024

   
  Complaint: 21301918
  
  I am rejecting this response because:
  

  I have not received the refunded amount of $7,495. Additionally, they continue to make excuses or shift blame to avoid accountability. We were told specifically that we could only go through the dealership to cancel the service contract and ***. Our request was submitted October 6th 2023 but was not sent to the warranty company until mid December even though we were told it was already processed. We have been repeatedly told everything has been handled but that has not been the case. Just like we were told the *** insurance check was "mailed off" to our lienholder January 19th 2024. Well, after I submitted the BBB complaint, we get an email saying that check was "returned" and they resent it out. I'm having a hard time believing that after all of this. We are at 20 weeks for a 4-6 week process they (dealership) claim it should take with the majority of the delays caused by them. I won't close this complaint until we get a refund on our money and they make things right.

  
  Sincerely,
  
  ***********************

  

  Business response

  02/20/2024

  Good evening, As we stated before we have spoken to the warranty company and the escalation has been successful in the cancellation. We should have the check sent to you very soon. As soon as we receive the funds we will send the check out. I do apologize for the delay, we are continuing to follow up with them to make sure this is handled as quickly as possible. I wish I had a different answer, but rest assured we have not forgotten nor put on back burner. This is important to us that you are taken care of.

  Customer response

  02/22/2024

   
  Complaint: 21301918
  
  I am rejecting this response because:

  I will close the complaint once I know the funds are credited to my account. I am unable to go off of their word, so I will need to see the proof. 

  
  Sincerely,
  
  ***********************

  

  Business response

  03/01/2024

  We do apologize for any delay, we are on this and will make sure it is handled in as quick of a fashion as possible. I respect the fact that this review will not come down until it is credited to your account.

  Customer response

  03/04/2024

   
  Complaint: 21301918
  
  I am rejecting this response because:

  The money has not been credited to my Ally loan account.
  
  Sincerely,
  
  ***********************

  

  Business response

  03/11/2024

  We have received confirmation that the check was sent out by the warranty company. We will forward to the lender as soon as it is received. We understand that this will not be resolved until the lender confirms receipt of the money.

  Customer response

  03/15/2024

   
  Complaint: 21301918
  
  I am rejecting this response because:
  

  Still waiting on confirmation of receipt from the lender.

  
  Sincerely,
  
  ***********************

  

  Business response

  03/28/2024

  We apologize once again for the delay. Our warranty clerk has been in contact with you regarding the refund. She sent you the tracking number as well as the check copies. Unfortunatley, Ally could not find your account and returned the checks. We have since called them and given them the information and instructed them to not return the checks but to apply to your account. We have also confirmed that the check(s) have cleared and should be applied to your account already, if  not will be done any day. Please let us know if there is any issues. Thanks again for your business and patience.

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2021 grey ********** Golf from Grand Motorcars in Marietta, GA in Nov. 13, 2023. The car was reported as being in an accident with no structural damage.After bringing the vehicle home and driving, I noticed a couple issues with the car (wind drag from doors being misaligned and a clicking noise from the driver side B-pillar when making a left turn). I asked for them to cover costs or to fix, and they refused to do both because their reports say "no structural damage," even though I had two third-party body shops in ********* note that there was extensive structural damage to the vehicle that can be easily seen. Those body shops also pointed out dents in the frame near the *** number of the vehicle that I would not be able to do without getting in an accident myself, which I have not.I refuse to drive 10 hours round trip for them to "diagnose it" without a guarantee that they can fix it at no cost, or will send it off to be fixed at no cost. I was also denied a loaner vehicle for the time that it would take to diagnose and fix the vehicle. I will not pay out of pocket for a rental vehicle.I paid $6,000 up front and have financed the car for six years. I did not expect to pay thousands of dollars right off the bat to fix the vehicle, and should not be expected to.I'd like for a car sales company to take pride in the vehicles they sell, and to repair any issues that come with it. Clearly, Grand Motorcars does not want to do that for a satisfactory customer experience.

  

  Business response

  02/08/2024

  We have been in contact with our customer.

  Customer response

  02/08/2024

   
  Complaint: 21259227
  
  I am rejecting this response because this does nothing to address the original complaint. Yes, I have been in contact with the business, but the comment makes no effort to address anything. There are two issues with the car I'd like to be diagnosed and fixed, as explained in the original complaint. Structural damage aside, the dealership should be willing to fix the two issues previously stated.
  
  Sincerely,
  
  *****************************

  

  Business response

  02/16/2024

  Unfortunately, this vehicle was purchased in the middle of November, the 13th to be exact.  We did not hear anything until December 18th.  The vehicle was driven from north of ******* to *******.  All pre-owned vehicles are sold as-is. There are no safety issues reported.

• Initial Complaint

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 01/10/24 I went to Grand Motorcars to purchase a 2020 **** 150 King ***** pickup truck for $34,422.00 ( as advertised on the internet ).( Stock No. LFB36610), the sales person was ***************************. I offered to pay cash via cashiers check from ***** *********** they declined. I indicated that I did not want any extras, no maintenance contract, no extra dealer fees etc. The finance manager said rather than sign the paper work he had computerized everything and all I had to do was click the screen to accept or not.. The dealer added in extra fees which I had originally rejected ($899.00 customer service pack, which should only apply to new vehicles. Thus, with all the hidden costs the costs of the vehicle escalated to $38,036.47 I wrote a $5,000.00 check as a down payment, leaving a balance of $33,036.47. I seek refund of all fees with exception of the advertised price and the costs for tag and title. All attempts to contact and obtain a response from Grand Motorcars have been futile and they haven't returned my calls or emails to date.***************************.

  

  Business response

  01/30/2024

  We apologize but we did not know that you were purchasing this vehicle wholesale. We will simply need your wholesale or used car license and we will redo the paperwork reflecting taxes and fees be removed. If you do not have a tax exempt status then we are required to collect TAVT and process your title/tag/registration. I may not have understood correctly, but I believe you are asking to only pay the advertised price and nothing else? If that is the case than BBB should remove this complaint unless a tax exempt used car license is provided.

• Initial Complaint

  12/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Responded to internet pricing on used car offered by dealer on TrueCar and asked for quote to purchase cash. Received quote in my email and called to dealer to see when I could come pay and pickup the vehicle. Was advised on phone the quote would not be honored as the price for the truck was not $19,688.00 as advertised on Autolist, KBB, CarGurus, or TrueCar, it was a mistake and the new price is actually $32,400.00. I stated I had a quote in my email from their dealership for the advertised price of $19,688.00 and they should honor this price. I was told by ******, they don't have to honor the quotes and the price was going to be $32,400.00 if I still wanted to purchase. This is not fair practices.

  

  Business response

  12/01/2023

  We apologize for the confusion, but unfortunately these things happen occassionally. We have a third party that handles our pricing just like every dealership, we have corrected this and apologize. I would hope that this price did seem too good to be true, because it was. We would love to earn your business, and will provide you the best possible experience.  Thank you again and please accept our apologies.

  Customer response

  12/01/2023

   
  Complaint: 20944267
  
  I am rejecting this response because: I received a quote for this price to include all fees and taxes from your Dealership.   See attached.  I would think a quote would be binding.  How would I know the price was a error.  I tried to purchase in good faith this vehicle I saw listed on multiple website and choose to use TrueCar to make the process smooth and painless.   Once the quote was received, I called the dealership and was told the price was incorrect and I would have to pay $12,000.00 dollars more if I wanted the truck.   This made me feel like a bait and switch had just taken place and I my information was used and harvested to support their online leads.   I can't even imagine if I would had just drove up from ***** and was told this,  very upsetting.  The dealership should honor the prices they post and advertised for the vehicle.  I'm sure the third party platforms did not price the vehicle for the dealership.   They posted the price of $19,688.00 dollars for this ************************************************************************ writing (see attached).   Only after I called and asked when I could come pickup the truck and pay did they say this was a error.    If the error was in reverse and I agreed to pay for the truck at $50,000.00, but it was cheaper price at their dealership, I feel sure they would required me to pay the agreed upon quote as stated.
  
  Sincerely,
  
  *********************

  

  Business response

  12/02/2023

  Once again, we apologize but that email did not come from the dealership. That email was sent from an automated response from Truecar. This unfortunately does happen on occasion with all dealerships, considering the third party pricing and handling of inventory. I assure you that as soon as we realized the error we corrected and made sure it was also correct on all other sites. 

  Customer response

  12/02/2023

   
  Complaint: 20944267
  
  I am rejecting this response because:    If you allow a third party to price your inventory then you should stand by your process or hold them accountable not the customer.

  What about your special coupon instructions:  "THE COUPON PRICE IS ONLY VALID FOR THE ***** # KX246751 IN THIS ADVERTISEMENT AND REQUIRES THAT YOU PRINT OUT THIS ADVERTISEMENT (""""COUPON"""") AND BRING THE PRINTED COUPON TO THE DEALERSHIP TO RECEIVE THE COUPON PRICE. ELECTRONIC PRESENTATIONS ARE NOT ACCEPTED, YOU MUST PRESENT A PRINTED COUPON, OR PROVIDE AN ELECTRONIC PRESENTATION TO A SALES OR FINANCE MANAGER TO PRINT THE COUPON FOR YOU IN ORDER TO BE ELIGIBLE FOR THE COUPON PRICE. ONLY THOSE CONSUMERS WHO FOLLOW THESE INSTRUCTIONS AND PRESENT THE
  COUPON WILL BE ALLOWED TO PURCHASE THE VEHICLE FOR THE COUPON PRICE. ***CALL AND SCHEDULE YOUR TEST DRIVE NOW *** WE ARE OPEN EVERY DAY OF THE ***** FOR MORE DETAILED PHOTOS VISIT US AT WWW.GRANDMOTORCARS.COM OR CALL US AT ************. WE OFFER FULL FINANCING AND EXTENDED WARRANTIES TRADE-IN'S WELCOME ALL MAJOR CREDIT CARDS ACCEPTED NATIONWIDE SHIPPING AT DISCOUNTED RATES OFFERING THE BEST DEALS IN PRE-OWNED MARKET! UNSEEN LOW PRICES 2 YEARS MAINTENANCE INCLUDED EASY - NO HAGGLE, NO HASSLE INTERNET PRICING!!!!
  Midnight Black Metallic 2019 ****** Tundra SR5 RWD 6-Speed Automatic Electronic with Overdrive i-Force 5.7L V8 DOHC 32V LEV"

  This made me think to pricing was real and special.  

  
  Sincerely,
  
  *********************

*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. ↩