ComplaintsforMandal Automotive Group, Inc.

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2011 Nissan Titan from this dealership on Saturday 15 July 2023. I picked up the vehicle on Monday 17 July 2023 after completion of a 5 point inspection. On the morning of July 22 2023, the spindle bolt connecting my tire came apart resulting in loss of rim and tire. Mandal stated that they would only replace wheel/tire while I expressed all 4 tire be replaced with rim. Mandal refuses to meet my demands, as I did not purchase a vehicle from them with miss match tires. I am formally requesting replacement of remaining tires and a thorough alignment done for safely purposes.

  Business response

  09/11/2023

  Good morning. I am responding in regard to the complaint that Mr. ***** has filed against us. Mr. ***** purchased his 2011 Nissan Titan from us on July 15, 2023. Before delivery, we sent the truck through service to have a pre-delivery inspection performed. On 07/17/2023, we changed the oil, rotated/inspected the tires, and replaced the front brake pads and rotors. Once the work was complete, Mr. ***** took delivery of the truck. A few days later, Mr. ***** called us from out of town. He explained to us that the wheel and tire fell off of the truck. When the brake job was performed on the truck, the technician failed to reinstall a spindle correctly, resulting on it backing out. This resulted in the brake caliper, tire, and wheel being damaged. Mr. ***** was out of town and we tried to handle the situation as quickly as possible. We sent a driver to the location of Mr. *****'s truck with the parts needed to repair the brakes. Once the brakes were repaired, we transported the truck back to our shop where we replaced the damaged tire and rim with the same brand/model rim and tire. Neither the tire nor the rim is mismatched. The other 3 tires and wheels were not damaged at all and did not require replacement. The incident that happened required Mr. ***** to spend the night out of town, in which we reimbursed him in full for his room. 

  Customer response

  09/13/2023

   

   Complaint: ********

  I am rejecting this response because:

  Having mismatched tires on a vehicle would cause further damage to vehicle alignment. I was forced to purchase $1200 for three new tires to match the one replaced. I request a $1200 refund or either a one year/12000 mile extension to warranty. This discrepancy may cause further damage to the vehicle at a later time.

  Regards,

  ****** *****

• Initial Complaint

  01/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I spoke with Mr. ***** over used care sales today regarding an ongoing issue I have been having with my 2015 Chevrolet Silverado. Mr. ***** does not care about the satisfaction of customers that purchase vehicles from Mandal Buick GMC. This is my second used vehicle that I have purchased through them and unfortunately once my issue is resolved I will not be bringing it back. The wheel and tire I have been having issues with is on my rear drivers side. Mr. ***** proceeded to tell me today that their dealership has replaced this tire/ wheel in July of 2022 which is a lie. I verified through a service rep that my rear passenger side tire/wheel has been replaced through tire shield back in December 2021. Mr. ***** seemed unbothered but me telling him I was going to contact the BBB and proceeded to tell me ‘’ I’m sorry you are having a different issue after we fixed your tire in July 2022 and that a year and a half after purchase we are not taking ownership of this issue.” This is the worst customer service experience I have had with them over the years and unfortunately we will be parting ways. He offered me a discount on a wheel that I have been having problems with since the first few months of me having my truck. He also stated that he is sorry if they didn’t document every time I’ve brought my truck in for the same issue. Who say’s that to a customer? And why is there lack luster records being kept on repeat issues???? Their are staff members there that know me by name and know my face because I have to bring my truck in so much to have the leaking air issue with my tires repaired which has proven yet to be a permanent fix. I haven’t been offered anything for my inconvenience not even a sincere apology and this is just unacceptable. ***** in the automotive area was suppose to call me with a price for my rim. I have not heard back from him. I last spoke with him on January 7, 2023.I shouldn’t have to put up money for tire shield to fix this issue.

  Business response

  02/09/2023

  Vehicle is out of warranty provided to the customer by the dealership.  This transaction (truck purchase) took place well over a year ago. 

• Initial Complaint

  06/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I’m purchasing my vehicle from a second hand company. I purchase a vehicle warranty from Auto Club so if anything should go wrong with my vehicle I was told I can take it to any license dealer or repair shop. So since my vehicle parts or GMC parts and I live less than 10 mins away I took my vehicle to Mandal Automotive GMC in DIberville, MS in Dec 2021. Reasons was my vehicle Stabilized light kept coming on then it triggered the service engine light and my SUV start acting as if it was possessed locked clicking, gauges going bananas & Decelerating itself plus i requested an oil change since my warranty covers 3 oil changes. Well they kept my SUV then for about two weeks and I went to find out what’s the issue and the service tech ***** said let me go see and he came back and said they about to work on it now and I will give you a call this was on a Saturday. Well I got the call telling me my vehicle was ready and I called and asked that fast you just said they was about to work on it. He replied and said it was just your connectors needed cleaning & the oil been changed and there is no charge Merry Christmas. I told him it will be a few hours before I can return he told me he will leave it parked out on the side and my keys will be under my mat just be there by 3 pm. I said ok thanks. I arrived and retrieved my vehicle and and drove like it did when I purchased it. About a week or two later the same problem occurred again and I was sadden by it plus a light came on the screen saying 0% oil life. I return my vehicle back to GMC now it’s Jan 2022 explain that it’s doing the same thing that it was doing when I brought it to you all in Dec 2021 the gentleman asked me while looking my visit up who was my service tech I said ***** he said why is it still an open ticket on you. I asked what do you mean. He said when did u get your vehicle I said right before Christmas he looked confused and called *****. My vehicle is still at GMC and they keep lying about what wrong

  Business response

  06/24/2022

  We have been working diligently with client to resolve all issues for and with her.  I will update as soon as she picks the vehicle up

  Customer response

  06/29/2022

   

   Complaint: ********

  I am rejecting this response because: I feel that it shouldn't not take almost 7mos, to make diagnose & repair a vehicle if you have the proper certified mechanics available & update equipment.  I did not bring my vehicle to a regular mechanic shop I brought to a dealership.  Within this time frame I have concisely told ***** this is a livelihood and my job require travel.  This is why I went out and purchase this vehicle, insurance and a warranty just for work reasons.  my lease contract on the vehicle is with ** ****** ***** for 1yr.  I just got the truck in Sept. 2021 & discovered the issues in Dec. 2021 and brought it to the dealership of my choice which was Mandel because my truck has GM parts and my warranty company say I can take it to any licensed mechanic dealer or shop.  As time went on I'm constantly being told we will have you ready no later than ?? No later than hasn't came up yet.  first I was demoted on my job as a manager of about 10 to 15 people and I notified ***** of that.  Now I have no job at all.  all of this is because I cant move around to work.  I'm ****** about that, plus ***** notified me that my warranty want be covering the work that he told me that I would have to pay for.  he text me one thing and verbally later said something else.  He last thing verbally he said to me about what I would have to pay for is a Battery, a computer that costed about $200-$300 this was June 14th the day the branch operator from ********** went by there to give him the invoice from the rental they paid for that I had from May 3 to June 14.  I texted his June 17 about 4:28 pm telling him I was confused because you had me thinking my car was ready but yet here it is still no vehicle and I'm thinking all I'm paying for is a battery & computer I can do that.. on June 20th he told me I had a bad tire and that he would replace it with a good use tire at no charge.  I ask his how much was a brand new tire and it told me some prices so I told his if my truck is a front wheel drive give me two new tires on my front the ***** tires it said that cost$153 that include mounting and balancing.  I told him that the maintenance portion of my warrant will pay $100  toward a battery, $100 per tire if tire is damage and cant be repaired not worn & $ 50 for synthetic oil change or $40 for regulars oil change and I have to pay the difference. He said ok.. i told him on this pass Friday I was no longer employed, he ask is it anyone he can speak with to explain the situation I told him no. On this Wed he told me he ordered a speed sensor for the truck and that it will around 1pm that day and they will finish up..  today I havent heard anything from them nor have I reached out.  Im just spending money on a vehicle i haven't had the chance to drive. Il be finish paying for it in August.  Car note, insurance, warranty= no car =no job

  Regards,

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

  Business response

  07/19/2022

  while we have had some issues with proper diagnosis as a result of multiple failures, we have made multiple repairs thus far to Ms. ******'s vehicle.  The last failure was an intermittent failure that we were finally able to duplicate.  The part, an EBCM, is on national backorder with GM, and unavailable without a specific estimate of when the part will arrive.  We have not charged much of the time our technicians had into checking the failures on the vehicle.  Many problems have been intermittent, and difficult to determine the failure, even for us as a GM dealership with factory trained techs.  This vehicle has been equipped with some aftermarket electrical components (tracking GPS) that we were unaware of, by another dealer where she bought the vehicle that interfered with some of the proper diagnosis.  We have also agreed to help with some of the rental car expenses already incurred due to the time needed to properly diagnose, and wait on backordered parts.  The final part needed to complete the job, is unavailable through any sources independent from GM, and used parts cannot be used in this application.

  We regret the issues and time associated with the diagnostics involved in this situation, and we are trying our best to locate the parts to complete this job.  We will also help with a loaner vehicle if we can get one of our limited availability loaner units back in the dealership

• Initial Complaint

  03/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2016 Buick LaCrosse has been been in the shop for 10 days. It was supposed to be ready on 2/28/2022. I have no way to work. The dealership will not answer the phone or call me back. Today they called me to say they received the part but damaged another part while installing the part. This is no fault of mine but refuse to give me a loaner vehicle or help in any way.

  Business response

  03/25/2022

  Customer had a fuel pump failure that required removing the fuel tank and in the process, one of the evaporative lines associated with the fuel tank was deteriorated with age and needed to be replace, and unforeseen until we removed the fuel tank.  The part had to be ordered and we encountered a slight delay in receiving the parts from General Motors.  Although failure was due to no fault of ours, we only charged the customer for the parts, and no labor to help her out.  As far as the loaner, due to the shortage of vehicles in general, our dealership has very few loaners that are utilized on a 1st come 1st serve basis, and we utilize local rental car companies for substitute transportation for our customers.  Ms. ******** was made aware, that our dealership had zero availability of loaners, and none of the local rental car companies had any available for rent.  It is unfortunate that her vehicle was not driveable, and that no one had any loaner or rental vehicles available.  However, we expedited the repairs to her vehicle as well as help with the charges to assist her in every way we could under the circumstances.

• Initial Complaint

  02/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped my car off on 1-2-21...This dealership called me twice saying my car is ready for pickup when in fact it wasn't either time, I feel they were guessing from the start when it was said I needed a battery and it was a new battery installed before I bought it there, next it was said I need a generator when that didn't work after it i was charged $1362. 1/10 they ordered a second generator stating a defect in the first..IT FAILED.... got a call saying my car is ready, I didn't get out of the Parking lot due to my check engine light being on when I preceded to start my car. I'm furious!!!so this third time I recieved a call saying it's fixed charging me over $500 for a totally different part. why should I be responsible for a paying when Tecnician is guessing on the service needed for my car then installed a parts I didnt need.I picked my car up on 1/28, drove it for a few days then check engine light came back on 2/4 having the same problem from the very start so I took it back to dealership, called today 2/10 and problem isn't resolved NO LOANER CAR FOR ME TO COMMUTE BACK AND FORTH TO WORK!!!I ANGRY CUSTOMER...I FEEL AS IF I BEEN TAKEN ADVANTAGE OF AND OWED MONEYBACK!!!! Please help

  Business response

  03/04/2022

  While we recognize the repairs on Ms. *****' vehicle have been frustrating, we have dealt with multiple failures due to electronic malfunction and short in harness, causing related electrical damage to additional components.  Our dealership has finally resolved the issues with Ms. *****' vehicle and even though it may have taken several trips to ultimately resolve, our dealership has not charged for a great deal of labor and parts damaged as a result of the electrical failure.  We Have had a qualified GM tech working on her vehicle, and these types of issues are sometimes seen on a vehicle that has a little age on it.  Her vehicle is a 2012 with 131,000 miles, and in an effort to maintain Ms. ***** as a satisfied customer, our dealership has taken care of over $1500.00 on our end to help her in a tough situation with some extensive repairs on her vehicle.  We have reached out and have an appointment to sit down with her and Her uncle who I understand is a retired technician to go over everything with our service advisor and technician so she can understand the series of failure that led to all of the repairs she had to make.

*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. ↩