ComplaintsforRay Skillman Westside Imports, Inc.

• Initial Complaint

  02/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January the 3rd of **** I walked into Ray Skillman Buy Here Lease Here and I put $1800 down and left with a 2019 Mitsubishi Outlander Sport. Within about **** days I started having several several issues with the car. The headlights on the front driver side were not coming on at all. I ended up fixing the electrical on that side myself and got everything working. Slowly but surely after leaving the lot I noticed that as I'm driving the car was all over the road and . So I call Ray Skillman and they told me that I needed to pay $160 to have them look at it. I had tiresplus look at the car and they stated that the car had been involved in an accident and had shown me where. They said that the transmission is leaking. And not only is it leaking but ball joints are bad the lower control arms need replaced. He said the struts all around are **** near disintegrated. I also had ********* look at it and was told the same thing. They said that it is so bad that if I continue to drive it that it will 100 make the tire pop off and hurt me very badly. I call *** Skillman regarding this matter and tell them what's going on and ask what I should do and they said I need to pay for the repairs which i was quoted roughly $3800. I asked if they would at least finance the repairs and was laughed at and told no. Now the car isn't even operable. And looking at the lemon law now. They sold me a lemon.

  Business response

  02/05/2024

  ***************, 

   

  Thank you for the information on this complaint. I believe this is a duplicate to Complaint ********. We will respond to both but please note our account as this is a duplicate. 

   

  This vehicle was serviced prior to sale. Ray Skillman Westside Imports is willing to do a inspection on these complaints but the customer has refused to allow us to do so. If they would like we are still willing to look at the vehicle at no charge to them. 

   

  Please schedule an appointment at our Ray Skillman Westside Mitsubishi location. We are located at *************************************************************************************. We are currently scheduling for the next business day. 

   

  Thank you 

  Ray Skillman Westside Imports Inc. 

   

  Customer response

  02/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [I called and spoke with them today about having the car looked at and the service people said $160 to have it looked at. I am not paying for this. I have an appointment set for Thursday at 9:30 so that's a start. But I am not going to pay for this ]
  
  Regards,
  
  *******************
  

  Business response

  02/05/2024

   

  Thank you 

   

  Correct.  If you call any service department there is a Diagnosis charge. If you talk with the **** manager on duty they will take care of the diagnosis charge. 

  Thank you 

• Initial Complaint

  02/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On approximately January 3rd **** I walked into Ray Skillman Buy here Lease Here and was given the choice of three cars. One of which wouldn't start the next one having a check engine light on and the third one seemed okay. So I purchased the car and I put $1,800 down. We agreed on my payment being $125 a week for 3 years. So I ended up with a 2019 Mitsubishi outlander sport. Shortly after I got it I started having issues. The first time something went wrong was when my driver side headlight went out the brights on the left hand side went out and so did the turn signal light on left hand front side. I called and made an appointment however I was able to fix it myself. So next I ended up having problems with my tire feeling like it was going to fall off. So I call Ray Skillman and they told me that would be $160 to look at the car. Just to diagnose it. So I took it to tires Plus where they look at it and only charged me $10. Right off the bat they told me the car was unsafe to drive, they said it had previously been involved in an accident that they did not disclose, they said the transmission is leaking, they said that the ball joints and struts up front needed replaced because they are almost disintegrated, they said both of the lower control arms on the front need replaced and they quoted me almost $3,000 to partially fix it. I called Ray Skillman and they told me that I signed a disclosure and that it's my responsibility to fix it. I asked if they could finance it or something and the answer was no. I can't believe that they are okay with telling me no like that. So right now I am stuck with a car that is virtually undrivable and I am completely unable to get it fixed. Some kinda assistance would be great considering I'm still almost brand new in my contract with them therefore I should not be having these issues yet. What do I do???

  Business response

  02/05/2024

  I believe this is a duplicate to complaint 21246246.  

   We will respond to both but please note our account as this is a duplicate. 

  
  This vehicle was serviced prior to sale. Ray Skillman Westside Imports is willing to do a inspection on these complaints but the customer has refused to allow us to do so. If they would like we are still willing to look at the vehicle at no charge to them. 
  
  Please schedule an appointment at our Ray Skillman Westside Mitsubishi location. We are located at *************************************************************************************. We are currently scheduling for the next business day. 
  
  Thank you 
  Ray Skillman Westside Imports Inc. 

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went there to take care of a recall on 1/19/24. After they completed the work I took my car. Later that night I left work and got in my car and drove off. The first red light I got to I hear a beeping noise. Turns out they damaged my sensors. Called them on 1/22/24 to bring the car in on 1/23/24. While waiting for 1 1/2 hour. I saw them bring my vehicle around. I immediately noticed my sensors weren't fixed. I walked to the service desk only to realize they scratched the front driver side of my car. When I brought it to their attention they started cursing at me and telling me to get out. They then proceeded to call the cops and told them I have a weapon. I was not aware until I called 911 to have the police do a police report.. when the cops came it seems like they knew each other because one of them started laughing with them and then turned around and then tell we are not giving you no report. I asked to speak to their supervisor and that's when one of the other ones gave me a report.

  Business response

  01/29/2024

  ***************, 

   

   

  Attached you will see a Carfax report on ***************************** Mitsubishi. The vehicle was damaged prior to us doing the software update. The recall is only a software update. We did not damage this vehicle. We did have to call the police to have him removed from the business. The Case number is attached also.  Case# IP240006808 Officer ************************************ you for this information but ******************** knew his vehicle was damaged prior to the vehicle coming into the dealership. We will not agree to repair his vehicle.

   

  Respectfully 

  Ray Skillman Westside Mitsubishi 

   

   

  Customer response

  01/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************
  

  Customer response

  01/30/2024

  I have a voice recording of the entire interaction. Also I asked to see a video of how my car was handled, on both occasion. They refuse to show it to me. Secondly the officers that arrived were their friends. I heard the same office whom i asked for a police report called the service manager ***** by name before he came over to me with an attitude telling me I am not getting a police report while holding his gun to intimidate me because I am black. It not until I asked for a police supervisor that they decide to give me a report. Third you can see the marks on the vehicle were fresh because the white was still showing. Even the office who gave the report said yes that looks like it just happened. There were literally fibers from the scratch still sticking up. Considering my car was parked outside the whole weekend because i wanted the rain to wash off some of the snow. If you check the Carfax for my vehicle then they would have seen that insurance fixed my vehicle the last time it was scratched. Claim #*********... 
  i also have my adt video to show my car was outside in the rain on the 1/22/24. the rain would have washed away the white marks if it was scratched at that time. I up loaded my police report which i don't what it says. i am trying to get a copy of it. 

  Business response

  01/31/2024

  Ray Skillman Westside Mitsubishi did not damage this vehicle and will not comment on your interaction with the ************************* Department. 

  We respectfully request you address your complaints with them. 

   

  Thank you 

   

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped a vehicle off for service on 11/14/2023 which was to be only an ignition software update (recall).While there they ran a diagnostic scan on the vehicle and advised me of another issue. I agreed to have the work performed only if it would resolve the issue.Days went by and I did not hear back until I reached out several times. Finally, I received word that this did not resolve the issue and the car was in the exact same condition as before.Additionally, I have now found out that the part that was changed on the car was the exact same repair services already performed. Which makes me draw the assumption that they did not do anything to the car. I need to be refunded the full total amount reversed to the credit card that was provided.

  Business response

  11/21/2023

  ***************, 

   

  Thank you for the information on assisting this customer. Unfortunately, I do not have enough information to find this customers records. I would be glad to assist but the phone number provided does not match up with any records in our system. With out a vin number or full address or something I am sorry I cannot access the service records to assist. 

   

  Please provide more information and I will be glad to assist this customer. 

  Thank you. 

  Ray Skillman Auto Group 

  Customer response

  11/21/2023

  The information should be available in their system.

  Vehicle: 2015 Hyundai Sonata SE

  VIN: *****************

  Business response

  11/24/2023

  ***************, 

  Thank you for providing the Vehicle Identification Number. That has allowed me to see the customers service visit. I have spoken the the manager in that department and reviewed the services provided. The vehicle check engine light was one when the vehicle come in for the software update prior to use working on the vehicle. The correct diagnosis was preformed. The computers used to diagnosis the vehicles are linked with Hyundai and the codes that are stored in the vehicles history tells our techs what service needs to be done. Unfortunately this vehicle has multiple issues that would not be know until the prior issue is resolved.  We are sorry that the first issue the onboard computer detected was only a portion of the issue.  We have to resolve the first issue to often see that there are other issues as well. That was the case on this vehicle. We understand that this can be confusing to customers and we wish technology would allow us to see beyond the first computer diagnosis but it has yet to progress to that point. We have to take it step by step. We understand that this is confusing to a customer often and we strive to communicate the best we can. One would think we could just plug into a car and price out every possible issue but in fact the computer only triggered the two issues because they were blocking the other issues from being detected.  We did perform the work and the remaining work needed to resolve the issue was declined by the customer. 

  Thank you 

  Ray Skillman Westside Hyundai

• Initial Complaint

  11/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  see Attached document

  Business response

  11/18/2023

  Ray Skillman Mazda is sorry you are experiencing these service issues with your Mazda.  I believe your concern is with Mazda Warranty department. We are glad to try and assist if you would like to trade your car in for a new one. Mazda has repaired or is currently in the process of covering these under the Manufacture New car Warranty. Again, we are sorry that you have had these issues come up, but I do believe Mazda is standing behind the product under the warranty they provide. We again are sorry that things have come up that need addressed during your ownership of your Mazda. Ray Skillman Mazda will continue to work with Mazda on any of your warranty concerns. 

  Thank you. 

  Respectfully

  Ray Skillman Mazda 

  Customer response

  11/27/2023

  Getting strait to the point  I reject this option of trading in a vehicle to spend more money to get out of fixing or replacing the car all together this only benefit's the dealership . Its not my fault that this service department doesn't have skilled enough technician's to properly fix my car at this point but they do have the option to contact Mazda and request a skilled tech to be sent out to this location to fix our vehicle why aren't they doing this?. I also have spoken with VINCE ******* sale manager and he talked about the option of trading in this vehicle foe another with a higher interest rate Again this is really an insult of intelligence .how about doing the right thing and telling Mazda the truth that they haven't been successful at resolving this sunroof issue this will be the 3rd attempt and they're also short on skilled mechanics and that's the reason for turning away customers with issues to this degree. once again to suggest that the car be replaced period this is only one of the five issues I've had since my purchase date after putting 33,000 dollars down of my money this is unacceptable . my problem with this service department is there are not telling the truth about the car being fixed properly jeff in service is not taking responsibility for his tech doing a unsatisfactory job but is telling Mazda corp that the car is fixed correctly so they are taking his word but when I've driven off the lot the problem is not corrected.. if they cant fix my car replace it free of charge or give my money back this goes for the dealership and Mazda corp. And even if they can fix it extend the warranty past 100,000 molies for the inconvenience.

  Customer response

  11/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20884714, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Getting strait to the point  I reject this option of trading in a vehicle to spend more money to get out of fixing or replacing the car all together this only benefit's the dealership . Its not my fault that this service department doesn't have skilled enough technician's to properly fix my car at this point but they do have the option to contact Mazda and request a skilled tech to be sent out to this location to fix our vehicle why aren't they doing this?. I also have spoken with VINCE ******* sale manager and he talked about the option of trading in this vehicle foe another with a higher interest rate Again this is really an insult of intelligence .how about doing the right thing and telling Mazda the truth that they haven't been successful at resolving this sunroof issue this will be the 3rd attempt and they're also short on skilled mechanics and that's the reason for turning away customers with issues to this degree. once again to suggest that the car be replaced period this is only one of the five issues I've had since my purchase date after putting 33,000 dollars down of my money this is unacceptable . my problem with this service department is there are not telling the truth about the car being fixed properly jeff in service is not taking responsibility for his tech doing a unsatisfactory job but is telling Mazda corp that the car is fixed correctly so they are taking his word but when I've driven off the lot the problem is not corrected.. if they cant fix my car replace it free of charge or give my money back this goes for the dealership and Mazda corp. And even if they can fix it extend the warranty past 100,000 molies for the inconvenience.
  
  Regards,
  
  Damon ************

  
  

  Business response

  11/27/2023

  We are again sorry for your sunroof concerns. If you feel that we are not trying to fix your sunroof that is not the facts. We are paid from Mazda to repair cars under warranty. We will do what ever Mazda allows us to do under the Mazda Warranty. If you strongly believe we are not trying to fix the sunroof. I may suggest that you set up a service visit with another Mazda Dealership to have them see if they find a solution to your concerns. Our technicians do train with Mazda and are factory trained. We are required to do so to be a Mazda Dealership. 

  Sorry again you are having a issue with your sunroof. We are bound to follow the Mazda warranty guidelines and we are not a dishonest company. 

  Frankly it benefits us financially to do warranty work. We would not turn away income from ourselves or our employees.  

   

   

   

  Customer response

  11/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20884714, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  Damon ************
  

  Customer response

  11/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20884714, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I would like to point out what's not being communicate properly I have contacted Mazda Corp customer service and I was assigned a regional rep name christa who wasn't updated since the original tech ticket was open on the sunroof back on 09/19/23. My car is currently back at the dealership with two existing issues one being an alternator and the other is the sunroof both which are considered come backs. I called two days after I received my car back on the sunroof and spoke with jeff and told him I would be bringing the car back He was in disbelief that the sunroof could still be rattling so when I arrived at the dealership I ask if he could take a ride with me to see if we could verify the problem together and he refused which I have proof of.so let me ask with that kind of customer service and non- accountability how are we building on trust? also why cant service be honest with the Mazda Crop reginal rep and have the same conversation like jeff has explained to me your led tech left the dealership to start his own business and jeff stated that the techs he has now were not experienced enough to have confidence in fixing a sunroof on these new cx-50 models ask him and see if he tells you the same thing. now I'm starting to wonder if they can even fix a alternator as well because my car is back for that same issue as we speak for the second time. And as far as a second opinion goes taking my car to another dealership is a joke right now I've contacted two local Mazda dealerships and they wont even touch my car because those are come back issues per their service managers they refuse to touch my car because Ray Skillman needs to fix the problem I will say this positive about Ray Skillman Mazda west in the Sales dept they have been more helpful than service so I do appreciate that but I don't appreciate their solution to trade my car in on an E plan so they make profit. when are we gonna do right and build longevity with customers by doing the right thing instead of trying to break there banks.so frankly speaking I reject the foolery and just would like some respect and honesty because I have all the proof I need just fix my car or replace it .
  
  Regards,
  
  Damon ************
  

  Business response

  11/30/2023

  Thank you for your response. Mazda warranty goes with the car so I would not understand why another Mazda location would not work on your car. Yet is sounds as if we are still trying to resolve your concerns at this time. 

   

  Customer response

  12/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20884714, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below. 
  
  I am currently waiting for a explanation on what is a normal volt fluctuation on my alternator because it still currently is dropping below 12.1 volts which is considered point of failure so if the service department can get this info from Mazda  . my research shows that these new alternators charge differently from the new technology and these new alternators are considered smart alternators because of the way the ecm charges the battery what's the point of failure volt wise? . also I am still experiencing a loud air sound at 65=70mph from driver side front seal of my sunroof.
  
  Regards,
  
  Damon ************
  

  Business response

  12/05/2023

  I believe that this vehicles concerns have been resolved as of this date. 12/5/2023. Mr. ************ and Service Manager Jeff ***** took the vehicle out for a test drive together. 

  Thank you 

   

  Customer response

  12/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20884714, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Update I drove my car over the weekend and noticed the sunroof issue is still present so I called and scheduled to come back to the dealership on 12-7-23 for the same sunroof air issue as I drove the car at 65 mph the air is still getting threw the drivers side roof and also still has a gap on the driver side sunroof molding. unfortunately my car wont make it to the appointment on 12-7-23 because it is currently at Ray Skillman Mazda on the northeast side with a failed alternator test and drivability issues their service department actually listened to my concerns and took me for a ride in a 2023 off their lot with a scan tool connected while we drove and monitored voltage as we drove the car .then duplicated the same drive in my car with scan tool monitoring voltage my car failed I asked 3 times to go on a test drive with Ray Skillman west service manager and he refused to do so until I said I wouldn't  pick up my car until someone did a test drive with me to verify the problem was fixed on the sunroof but I never could get a test drive with a scan tool at this dealership jeff didn't want to help. So once again the customer is right.. this is the forth attempt to fix the electrical problem and sunroof issue so my question is why aren't you guys providing better customer service? And a replacement for my problematic car at this time? you have not taken the proper steps to diagnosis my car instead you put a charge on the system that showed good voltage until the battery drained each time  why take my 43,000 dollars and the make it impossible to get my car diagnosed so it can be fixed and also make it hard for me to replace this lemon. You mentioned all your techs were certified the last conversation we had but are they ? and if so why cant I be treated better and get my concerns taken care of by your service department? 
  Regards,
  
  Damon ************
  

  Business response

  12/06/2023

  Mr. ************, 

  Sounds like they may have found the electrical issue. The Mazda warranty is good at any Mazda dealership so lets let them look at the sunroof while it is there. They may call me if they have any concerns. Thank you 

  Justin 

  Customer response

  12/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20884714, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Mr. ***** 

  sounds like your service department needs some qualified workers to properly diagnose these cars Mazda keeps sending you to sell. so because your techs aren't experienced enough to fix these cars I should let Ray Skillman Mazda northeast service department fix your come backs is that what you're saying?
  
  Regards,
  
  Damon ************

  
  

  Business response

  12/18/2023

  Sir, 

  I am sorry that you still feel that we are not repairing something you believe is not operating correctly on your Mazda. We have been in contact with Mazda, and  another Mazda dealership. They also have not found any issues with the charging of your vehicle. That is the second dealership with an separate mechanic looking at it. I am sorry that you feel that this is a comeback for not fixing the issue you believe your car has. But we are not able to duplicate any issues on the charging system of your car. Suggesting you get a second opinion from a second dealership was not to pass on the issue. Our technician's diagnosis was that the system was operating as designed. I have followed up on it to with the other dealership and they too have not found a issue with your vehicle. Again we are sorry you feel we are not fixing your car. We would be glad to fix any issue you have come about on your car. We are paid to fix cars from Mazda. So what your saying is that we do not want to get paid for repairing your car. That is not a true reflection of our efforts. We can not repair something unless there is a verified problem. Simply that would be warranty fraud and we will not do that. Mazda has a clear warranty policy that we must follow. They are one provider of the warranty. We are just doing the service of the warranty. If we could find a issue we would be glad to be paid to repair your car. 

   

  Thank you respectfully 

  Ray Skillman Mazda West 

• Initial Complaint

  10/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9-6-2023, I purchased a car from Ray Skillman. I spoke with ****** via text on 9-5 he ensured. the vehicle was thoroughly tested and in excellent condition. I even informed ****** about my pre-approval from ******************** When I arrived on 9-6-23, I worked with *****, who allowed me to test drive the vehicle and reiterated its excellent condition. However, after the purchase, the car refused to start on the very night. Troubleshooting, I found the battery swollen, and despite my attempts it still would not start. Alarmed, I called ***** on 9-7, who directed me to *****************. **** claimed it was my responsibility since the car was sold "as is." I argued that it was running fine when I bought it. **** stated that I would need to drive it to him so they could inspect. I advised that the vehicle did not drive. **** refused to pay for a tow. Desperate, I attempted more repairs, even replacing the starter, but to no avail. I had no choice but to take the car to ************************** on ****. They discovered multiple issues, including a faulty compressor, a damaged serpentine belt, and a blown starter fuse, necessitating a hefty repair cost of $1146.14.In addition they ran my credit 5 time without my knowledge or consent. Even knowing that I had an approval already. Feeling cheated and frustrated, I emailed **** Guardian on ***** explaining the situation and seeking reimbursement for the repairs. Despite my efforts, neither **** nor *** Skillman responded. According to ******* code 24-5-9-1, dealers must disclose any known defects to the buyer, which wasn't the case here.

  Business response

  10/18/2023

  ***************, 

   

  Thank you for allowing us this communication about this guest concerns. We are sorry that this vehicle is requiring some maintenance. The vehicle was sold for approximately $4700.  It was sold as is as because of the age and high mileage.  ******* was aware and signed multiple forms multiple times with different employees.  That is our process to make sure there is no mis understanding or over expectations. 

   

  Attached are the forms signed by ***************  You will also see the credit application and the list of lenders provided to *******. 

  We are sorry for the service issue ******* is experiencing but we could not have been any clearer that this car would requires repairs and services.   

   

  Thank you 

  Ray Skillman Westside Imports Inc. 

   

   

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  August 17th, 2023 I leased a Kia ***** from Ray Skillman West side. After driving with the car for about a day I realized the breaks seemed to not be operational. I was coming off a highway trying to brake and almost slid off due to this issue which was a very scary experience. I contacted *** Skillman and was told to bring the car in. I did so and was advised the brakes did in fact have an issue. The advisor who I was working with also confirmed this issue as well. he advised me that he almost ran into something as well trying to brake. I was advised a new brake pump was supposed to installed on the car but was never completed. This car shouldve never been allowed to leave the lot I was told every car goes through a pre inspection before it is able to leave the lot. This has been a huge inconvenience on my part Ive had to miss work due to no transportation. Ive been getting the run around for the past 2 weeks now. *** tried resolving with ***** at *** Skillman Southside she was very rude and treated me as if the issue was my fault. Im completely baffled at the fact every single person Ive talked to has not offered any type of resolution. Considering the fact I couldve hurt myself or hurt someone else while driving this car I wouldve expected to be given some type of compensation. Instead I was met with ridicule and not being treated like a paying customer.

  Business response

  08/30/2023

  Thank you for the information on this customers experience. I am sorry that the customer communication has not been what we expect from our team members. I am making an accommodation on the payment schedule, and we will take care of the next scheduled payment for the inconvenience. We strive to have excellence in our team members. We are all human and sometimes mechanical cars show funny situations that can be hard to see preventatively. We will get the brake issue figured out and again we are sorry for this inconvenience. 

  Thank you for bringing this to my attention and we will use it to provide better communication with our team members. 

   

  Have a great day! 

  Ray Skillman Westside Imports Inc. 

   

  Customer response

  08/31/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a false guarantee and my car was not fixed. On June 21, 2023 I dropped my car off and the next day I received a call that it was fixed and could be picked up Friday June 23rd. On June 25th the car continued to do the same thing it had be doing before I dropped it off, and the car cut off as I was on the highway putting me in danger. I paid ****** for the repair, and ****** the service manager guaranteed that it fixed the problem, which was not true. They did unnecessary work resulting in an erroneous charge and my safety being at risk. I went there because my car dow not accelerate when I come to a stop or have to break. They fixed something else that did not have to do with that issue and did not solve my issue. Through out this 3 week concern I called numerous times and got the run around, and no answers. I had to call the service manager for them to take me seriously and get some answers after 3 weeks of not being helped. Ray Skillman makes huge promises on their customer service and fairness to their customers, but has mistreated me as a customer.

  Business response

  07/17/2023

  Thank you for the information provided about this guests concerns. I have verified with my team that this vehicle was driven personally by our Master Tech for over 50 miles. He was no able to duplicate any concerns at that time. The customer was offered to return the vehicle to have us look at it again. 

  As of today the guest has failed to return for that service. 

  Thank you 

   

  Customer response

  07/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I do not accept the response of the company because I only agreed to pay for the work that would fix the car error, not guess work. Not only did they guess wrong I had to pay for a tow truck on 7/12/2023 after picking up the car and driving it less than 10 miles. I want the money I paid back because ****** guaranteed that the car was fixed and it was not. I will pay once they fix the vehicle. I have picked up my car 3 times and have to keep returning it to them.
  
  Regards,
  
  *********************
  

  Business response

  07/22/2023

  ***************, 

   

  We stand behind the work that was performed. If you would like to have us look at it we are glad to do so. Without the vehicle in our service department we are not able to assist. Please call and schedule an appointment with our team to assist you. 

  Thank you, 

  ***********;

   

  Customer response

  07/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The car has been in the Ray Skillman dealerships care for over 5 weeks Im total and it still does not run properly. The first time I picked it up no work was done other than my recalls and they said nothing was wrong with it. Two weeks later I was having the same issue so I took it to them. The second time I picked it up June 30th and it cut off on the highway 2 days later on Sunday July 2nd, and was doing the same thing it was doing when I originally dropped it off. I did pick it up again on Wednesday 7/12/2023 and it stopped working after driving it less than 10 miles so I returned it to the dealerships lot on 7/15/2023 after having to pay for a tow truck. The very first time I picked it up on ****** promised me over the phone on June 29 that it was fixed and that hes call me soon to pick it up. I picked it up the same day they called which was July 2nd. 

  Ray Skillman has nickeled and dimed me instead of honoring their commitment to customer service and great service. I would even prefer them just saying they cannot fix the car verses me paying for an unnecessary fix. They replaced engine coils and spark plugs, which were not the issue, because the car still has acceleration issues and cuts off at random times. 

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

  
  

  Business response

  07/24/2023

  ***************, 

   

  There is no reason to continue with the dialog here. We have inspected your car three times since the work was done. We have had two certified Hyundai technicians personally drive your car home to make sure it is safe and operating as normal. We have put nearly one hundred miles on it since the repair in May with no duplication of your complaint. Just this morning you drove with ************** in the car with you and the car did not show any issues. We are driving the vehicle again this evening to put even more confidence that the problem is resolved. I understand that sometimes issues are so random that they don't show up everyday and at every moment. But to say we are not competent nor willing to help is simply not true. You were charged for the repairs that we did. The car has show no issues all three times you have returned it telling us the same issue exists. We have not charged you for any of those service visits nor have we charged you anything to have **************'s drive your car nearly one hundred miles with no issues. 

  We stand behind our work and we are providing above and beyond care and concern to make sure your car is safe and operational. 

   

  Customer response

  07/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I picked my car up Wednesday 7/26/2023. Although I appreciate that they covered the cost of the repair to make up for the issues I have been having, but my car now jerks when on the highway and the air bag light is on. I have never ever had either issue prior to taking my car to them. 
  
  Regards,
  
  *********************
  

  Business response

  08/01/2023

  Sorry you are experiencing service issues with your vehicle. The services we have provided would not be related to any airbag issues you may be experiencing. We strive to provide the best customer service and I believe we have done that. Vehicles of certain age or mileage experience maintenance at different times or interval's. I might suggest that you consider trading your vehicle for maybe a newer vehicle if you are experiencing so many concerns. 

   

   

   

  Customer response

  08/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The car is still jerking after I have drive it for ***** minutes at the least. I never had that issue before I took the car to the dealership.
  
  Regards,
  
  *********************
  

• Initial Complaint

  06/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a 2018 Dodge Charger on December 13th, 2022. I paid a total of ****** for this car! Before purchasing I asked to see the carfax details. When I received the car fax the only thing listed on the report , was that the car had ran through a fence , and that was the only accident , and damage done to the car . The car salesman never disclosed of any other issues regarding the car .Immediately after purchasing the car that late evening on December, 13th , I was riding home from the car lot , I noticed the radio started to ghost touch, and was flickering without me touching it. I then notice the top of the radio was delaminating. That same night, I immediately let everyone know who was involved in the process about the findings of what just happened while I was riding home. The only thing they said to me was that I had warranty and it was cover any issues . To fast forward , days later I started to notice more issues going on with the car , including , the truck didnt open , and the radio kept malfunctioning. A week later , I noticed that I was smelling a burning smell , later to find out it had a coolant leak, which ray skillman attempted to repair. To fast forward, I ended up taking the car to the dodge dealership to have the car properly inspected by proper mechanics . ***** found that they were numerous findings, including my cluster was bad , and will eventually go out, and during their inspection they found that there was another coolant leak that wasnt properly repaired. The warranty company came out to inspect the issues that *** brought to their attention , and denied everything all issues! I have all my documentation since day 1 of all the repairs , findings from Dogde, and attempts. I have to leave my car at Dodge for a whole month just for the warranty company to send out a radiator to repair the coolant leak . The odometer ,dash and range mileage readings has been inaccurate. Now my seatbelt, and turning signal are not working .

  Business response

  06/12/2023

  Thank you for the correspondence with this customer. I know we are currently working to resolve the issues on this pre owned Charger. The vehicle is currently in our shop and we have been able to get things covered under warranty that were not approved at the Dodge location. I feel confident that a resolution is in the works. Vehicles do often require service and repairs and we will work to resolve them. I do know the radio delamination is not a covered warranty issue. The warranty does not cover cosmetics. If we can show that it is not working that would be a covered issue but just the cosmetics of the radio would not warrant a covered claim. Sorry for any inconvenience this has caused and we will strive to get your ************ to you as soon as we can. If you would like to trade the vehicle in we will also assist if there is something else you would like to purchase. 

  Thank you 

   

   

   

  Customer response

  07/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I am not satisfied with the response, nothing has been done!  No repairs have been made, only a numerous of failed attempts. My car is not in their possession, Im still dealing with the same electrical issues,  Ive mention to them since December 13th, when I first purchased the vehicle! I have all my documentation since December 13th, and all the failed repair attempts documents . They have not done anything to help me at all , but continuing to give me the run around , they were so quick to take the $38,000, and sold me a lemon . Theyre not wanting to take it to a certified specialize mechanic to repair the issue instead they want to use their unequipped mechanics , and take the cheaper option . I have text messages from *************** stating that their reason for not sending it to a specialized mechanic is because they dont trust them!  Im highly unsatisfied with Ray Skillman response. Trading out my car for a lower value then what I paid for is NOT an option, but I would like to be put in another dodge for the exact price I paid . This is very unacceptable knowing that I brought this issue to you all attention since I purchased the vehicle, December 13th, and you all havent did anything to compromise with me . I will file an lawsuit , and continuously contact every News Channel until my story is heard about the lemon cars you all are selling, and I the bad business Ray Skillman is doing ! 

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

  
  

  Business response

  07/17/2023

  Thank you for the information provided. We have informed this guest that we are not a Chrysler/ Dodge dealership. We feel it is best for them to take the Charger to a Dodge/Chrysler dealership. Although we have trained technicians it would be best to have a Chrysler/Dodge dealership look at this situation. They have more resources than we do for Dodge/Chrysler concerns. As to not providing any service we have worked on this car, replaced parts and also provided a loaner car up until the free loaner was returned with the residue and odor of an illegal substance damaging our loaner car. 

  The warranty is good anywhere in ***************** or ******.  If the issue is found and it is a covered item, the warranty will pay by credit card for the repairs per the contract terms. 

  Thank you 

   

   

   

   

  Customer response

  07/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Sir, you have no valid reasons on why this issue has not been taking care of yet , I have been very calm , and patient with you all since December 13th , this only lets me know your okay with doing bad business , and taking peoples money , especially when I informed ***************, Bim, and **** about the issue since time of purchase! The issues with this car were never disclosed to me during the time of purchase, which is a legal matter! In fact, you keep mentioning, taking my car to a Dodge dealership, in which I have already done, in fact my car was there for 1 month for an additional problem besides the electric issue, ***** discovered a second radiator leak, due to Ray Skillman mechanic mishaps from the first time you all repaired  the radiator.  The electrical issue that Im currently having has already been diagnosed by Dodge. *************** was made aware of all possible issues that could be going on, but instead you all wanted to take the cheaper route, and have your own mechanics fix it , instead of leaving it up at Dodge for their experienced mechanics with their necessary equipment to repair the issue. 

  I have all my documentation , including text messages! You keep mentioning the warranty company,  in fact the warranty company has denied every finding when it was diagnosed by *****, but now it makes sense on why *************** sent a text message stating they dont trust *****,  why would he say that? You just informed me to take it to Dodge? 

  Again , I have already taken it to Dodge , In addition , your mechanics have unsuccessfully repaired the issue! Ray Skillman mechanics attempted to fix this issue more than 5 times , and has failed every single time, which will qualify as a lemon! 
  

  Now , what will be the next step ? Are you all covering the total amount of repairs once I take it to Dodge for the second time? Or , do I need to seek legal action in order for this matter to be heard and resolved successfully?! 

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

  
  

  Business response

  07/19/2023

  ****************, 

  As you stated we are not a Dodge Dealer. We have given the repair our best attempt as you stated five times. Your warranty is valid at any location in *****************. This Dodge product needs to be serviced by a Dodge Dealership. I am sorry for any inconvenience. There is no reason to keep pushing for our technicians to look at it. They are limited by experience on Dodge products. I am not sure why you keep demanding we look at your car. Dodge is the right place to take your car. It is a Dodge. Respectfully we have attempted to look at your car after the work was turned down at the dodge **********. We have given our best attempt to help you and I am sorry you do not feel we have. Please take my professional advice. Your best results will be to take your car to a Dodge ********** that has the communication directly with dodge. We are not able to call Dodge directly and ask them for help on a very specific and what sounds like intermittent electrical issue. We have spent weeks, days and many calls with many of our staff helping you after the repairs were turned down. I do not think one could expect any better service. The best I can explain to you is to give you a medical example. If you need Heart Surgery, you should see a Heart Surgeon not a lung specialist.  We are best skilled as a Kia ********** to work on a Kia. 

  Thank you 

   

   

   

  Customer response

  07/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Sir, you are talking in circles, and again, you have no valid reasons on why the issue is not fixed when its been a known issue since December 13th! Clearly you are lacking understanding , and representing bad business!  I never once said I wanted *** Skillman mechanics to repair my car , your mechanics are incompetent,  exactly why you guys have been unsuccessful! I *************** to fix my car when it was a Dodge for a whole month , but *************** kept pushing for *** Skillman mechanics to fix it , are you aware of that? You all ordered the cluster , but didnt want Dodge to fix it , but instead use a cheaper alternative, are you aware of that ? I have no problem taking my car to Dodge for the second time , warranty company denied every issue so what good is that going to do me ? Please check with your team , and get the facts of whats going on before stepping in ! 

  Again, are you compensating for the repairs once I take the car to Dodge , and the warranty company denies every finding , or do I need to continue with filing a lawsuit ? 

   Regards,

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

  
  

  Business response

  07/22/2023

  Thank you for trying to help find a resolution for this customers complaint. Unfortunately, we are just at a he said she said situation. The warranty provided is from a third party. This vehicle needs to be diagnosed at a Dodge dealership. The warranty company and the dealership you take it to will have to determine the coverage at that time based on their findings. We are not able to give you a guarantee on any repairs. The warranty contract states what is and is not covered. 

  Thank you 

  ***********;

  Customer response

  07/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  

  I will continue with filing a law suit ! 

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

  
  

• Initial Complaint

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I needed a new key for my 2007 Mazda. I spoke with ****** in the parts department 3 times on 5/19/23 and was assured I could purchase one key only for a total of $69. He assured me no fob or programming would be required. I had my vehicle towed to Ray Skillman Westside on 5/24/23 and upon arrival was informed I would be required to purchase 2 keys and they would need to be programed for a total of $310. They also informed me that my vehicle would need a new battery, despite the fact my battery was only 6 months old. I was certainly taken advantage of. My $69 day turned into charges of $580.

  Business response

  05/30/2023

  Thank you for the customer communication. I have spoken to my team, and they have indicated that ***************** was told the key would need to be programmed prior to her arrival by the service manager **************. ************** recalled the conversation and *************** insisted on just having the key cut and not programmed. I am sorry for any misunderstanding she may have had. *************** was aware the battery failed, and she authorized all pricing and repairs prior to the work being done. If she told the parts department she only wanted to only have the key cut they do just provide that service and often we do that for other stores. The customer does have choices on what services they want us to perform. We provided the services that were needed, and they were approved prior to any work being done. 

   

  Thank you 

  ***********;

   

  Customer response

  06/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear 

  Ray Skillman Westside installed a new battery in my vehicle.  The next day my vehicle would not start. Also, I refute **************** account. ****** advised me I would be allowed to purchase ONE key and no programming would be necessary.he said the cost for the key would be $69. This was confirmed in three separate telephone calls with ******. Be advised my vehicle is still not operational. 
  
  Regards,
  
  ***********************

  
  

  Business response

  06/01/2023

  We would be glad to look at this vehicle to see what may be the issue. 

  Please schedule a appointment so we can see what might be the issue with your vehicle. It was functional when it left but we can take a look and see what might be the issue causing the concern. 

   

  Thank you 

   

  Customer response

  06/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************
  

*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. ↩