Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After picking up my vehicle on October 9th, following a diagnosis of a small fuel leak on a full tank of gas, I noticed serious new problems. Shortly after driving off the dealership lot, the engine light began flashing, and two new trouble codes, P0202 and P0302, were triggered. My engine was shaking, banging, and sputtering, running very roughly. These issues started to occur when I was near my home.Additionally, I noticed that the service technician had negligently left my fuel cap door wide open and unlocked. The vehicle was parked far from the dealership building, facing Dancing Rd., where any random passerby could have maliciously poured a substance into the tank, even if it wasn't one of the dealership's employees.On October 15th, after replacing the fuel hose with a new OEM part from the dealership, installed by a third-party mechanic, the issues continued, even though the trouble codes had been reset and were no longer being triggered. I notified a service advisor at Randy Marion of the ongoing drivability problems since my visit to the dealership, along with my suspicion of fuel contamination during the service visit. The service advisor denied any wrongdoing.On November 10th, after the issues appeared to be worsening, I took a sample of fuel from the fuel pump connection after using about 7/8 of the tank since picking up the vehicle. The sample revealed a blue-colored liquid, which appeared to be window washing fluid, below the yellow-colored fuel. I took pictures of the sample, which confirmed that the fuel was contaminated. This now confirmed my suspicion that the fuel in my vehicle's tank had been heavily contaminated with this blue substance (most likely window washing fluid), a very likely possibility due to the above-mentioned possible causes.

• Initial Complaint

  Date:07/18/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  7/17/24 worked out a purchase agreement for a 2020 chevrolet 2500HD truck. The sales agreement was sent to my lender and approved. Sent the seller a picture of the check issued to them along with the sales agreement and the seller asked me when I would be coming to pick up the vehicle and I stated as soon as they had it ready. ****** stated that would be fine. Around an hour later they contact me and tell me that someone had just purchased the vehicle. The internet sales manager lists the vehicle as sold on ******** marketplace and within 24 hours reposts the same exact vehicle for the same exact price. Had a friend inquire about it and they stated it was pending. So the truck was not purchased at all. Not sure what kind of scheme there running here. I would like to have concrete answers. I took time off work to get this setup with my lender. I have never in my life been thru anything like this. I also took a hit on .y credit score due to this.

  Customer Answer

  Date: 07/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:02/15/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/28/2022 my wife was in an accident with the Ram truck we had purchased new from Randy Marion Chrysler Dodge Ram in Wilkesboro. At the time of purchase, we bought an extended warranty on the truck. The truck was about a year old at the time of the accident. The insurance company totaled the vehicle.
  I contacted the dealership, and they said a refund was due for the unused portion of the extended warranty. I called and emailed many times and the salesperson we were working with said they were getting us the refund.
  Once we got into January I contacted the GM for the dealership, Sean, I do not remember his last name. He was helpful and called me several times to keep me informed and then he had us start speaking to an office person. Kaitlyn ******* at ************ extension ***** Kaitlyn found our policy and after some research she found a check had been sent to our bank that had the loan on the truck. The check amount was just over $2200 and the check number was ********. She said we should call the bank. We called the bank and they found a record of getting the check and said they mailed it back to where it came from due to the loan being paid in full by our insurance company several months prior. We called Kaitlyn and she said she would watch for the returned check and get us a new check sent directly to us. This was on or about January 16th 2023. We have since left many voice mails for Kaitlyn with no return calls and on 2/14/2023 I called Sean the GM at the Wilkesboro store and had to leave him a voice mail with no reply as of today 2/15/2023. We need to get our money and at this point we think some sort of interest is due too. Please help.

  Business Response

  Date: 02/24/2023

  Good morning, *******

   

  After reviewing the following complaint, I have made several calls and gotten to the bottom of the compliant. If the customer would have given us all the information up front that the vehicle had been paid in full he would have gotten his check right away. How this works is when a customer cancels a VSC the check is always sent to the lien holder, well the check got to the lien holder after the insurance company had paid off  the vehicle, ***** which is the VSC company would not issue another check without proof of lien being satisfied, I was able to speak with Mr ***** yesterday he sent me proof and we sent a check FEDEX to him yesterday, I am attaching a copy of the check issued, hopefully this is helpful. Also, Mr ***** just sent me a email stating he got the checked and thanked me!

   

  Thanks

   

   

   

  Bobby ***** | General Manager USMC Veteran Randy Marion Chrysler Dodge Jeep Ram   Office: (336) 667-2886 Mobile: (704) 918-8788 Address: 2000 W. US Hwy 421, Wilkesboro NC 28697 Email: ******@randymarion.com **** **************************

  
  

  Customer Answer

  Date: 02/24/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:10/21/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have bought 4 cars from Randy Marion. I have had nothing but issues with each of them. Let's start with the first car. I bought a **** ***** *** (white). This truck had 15 miles on it when we decided to buy it. We had to sign the contract for this truck 4 different times because they kept messing up the VIN number. The truck had a small ding on the bumper and some paint scratches that we were told would be fixed for us. Months later we were still fighting over getting the paint taken care of. The truck was sent to be painted but when I come back it looked like they had painted white out on it. The manager of the service center then called me to complain about us complaining about his inability to get things done correctly. Then, we bought a **** **** ********( silver) we need up paying DOUBLE the registration for the jeep and having to get refunded from the tag office because no one seemed to care to help us. Fast forward to now, we bought a **** ***** ******* (blue). The general manager is the most arrogant man and desperately needs to be retrained. He would not help resolve the issues We have had an issues getting my husbands disabled veteran plate transferred. AFTER the we signed the the papers to have it transferred, they went behind us and marked that we wanted a new plate. AFTER the papers were notarized. We were not contacted at all about this. It has been over a MONTH. I am at my whits end with this place and honestly out of a lot of money.

  Customer Answer

  Date: 11/01/2022

  I have not heard from the business in response to my complaint.