ComplaintsforRon Marhofer Auto, Inc.

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  -6/6/23- Leased a new 2023 Chevy Silverado RST from Ron Marhofer Chevrolet 3423 Darrow Rd, Stow, OH 44224. -6/8/23- Notified salesman of issue with the radio cutting in and out when listening. We discussed having this issue addressed the same time I would have the vehicle in to address scratches that were present on purchase and to also have a tonneau cover installed. - Was unable to get vehicle to dealership until July. - July 14 my truck was taken in to have have the tonneau cover put on, scratches repaired, and the radio fixed. I also made my salesman Zach aware the the radio is not only cutting in and out more frequently that now the entire infotainment center now shuts down and reboots. -My truck was returned with no fix to radio and one scratch not fixed and tonneau not put on due to a screw lost. -July 27 truck taken back to dealer, tonneau put on and scratched fixed and once again returned with no fix to radio. - I was told to file a complaint with GM Chevrolet which i did and also filed a claim to have vehicle purchased back. -The infotainment center is not shutting down and rebooting frequently so I contacted dealer once again and dropped vehicle off on 8/1/23. I was given a loaner with a MRSP of $39,000 which is not equivalent to the vehicle that I purchased even though I have expressed numerous times that I would like to have a Truck instead of an SUV as loaner. -I have only received one call or update on my vehicle from this dealership and it came 2 days after I filed for a claim to have the vehicle purchased back. This vehicle has been at the dealership for 28 consecutive days with no answer to fix the problem. This was a know problem since May 2023 and I was not made aware of the issue upon purchase. I have not been compensated in any way for the payments I am continually making without having the vehicle. The sales manager has ignored numerous messages from me and tried to defer me to the service manager. -I am completely dissatisfied.

  Business response

  08/30/2023

  We have contacted Mr. Edward ********** regarding his 2023 Chevy Silverado.  Chevy has recently released a software update for the infotainment system.  This update was ********* * ****.  We have performed update and infotainment system is in good operating condition at this time.  Mr. ********** is now back in his vehicle; he was able to talk with our new service manager prior to leaving with vehicle.  We are committed to making sure that Mr. ********** and his new vehicle are properly taken care of and provided a world class experience.  Mr. ********** has been asked to return with the vehicle if any of these issues continue to occur.

• Initial Complaint

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Early November I believe the 2nd. I purchased a 2013 Gmc terrain Denali. I test drove it sounded fine. They kept the car to make a key and floor mats that were part of the deal. 3 days later they dropped the car off when it was making a noise of a bearing sound. Was told it was the wheel bearings, so they fixed it, then it was still making the same noise. I was told it was the transfer case when I took it back, couple weeks later picked it up. Drove down the highway two exits turned back around still making noise. Was told then it was the transmission. So they replaced that. After doing the work it clunks going over bumps, and when turning the wheel. It never made that noise before took it back immediately. Couple weeks pass I had to go down to push on the car to replicate the sound I was hearing since they couldn’t find the noise and turn the steering wheel to show the other noise it was making. Left it for another couple weeks picked it up a week ago making the same noise. Now it’s out of the 30day warranty, I did buy the extended warranty but that has a deductible. I feel something was taken apart and not put back together properly. The steering wheel is now not aligned when driving straight and still making noise. I live an hr away and have wasted a lot of time driving back and forth to only still have a vehicle I don’t believe is safe to drive.

  Business response

  01/16/2023

  Mr. ******* did make us aware of a grinding noise from the front of the vehicle on October 25th, 2022. This concern was addressed by replacing right and left front wheel bearings on repair order *******. The guest did return with a metal whirling noise, and it was fount to be an internal transmission noise. The transmission was replaced and returned to the guest on November 16th, 2022.   Mr. ******* did return on November 23rd, 2022, with a concern of a noise over bumper. This concern was addressed on repair order ******* by securing a fuse box and replaced the steering intermediate shaft. The guest has not been charged for any of the above-mentioned repairs.
  
  The guest did not make us aware of any additional issues after the last repair from November 2022. We have contacted Mr. ******* and offered assistance on inspecting his latest concern with the vehicle. When connecting with  Mr. ******* and inviting him back to the dealership to address his latest concern he stated he has the vehicle at a repair facility closer to his home. We offered to help by bringing the vehicle back to our repair facility.

  Customer response

  01/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action 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,
  
  ******* ******

• Initial Complaint

  11/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Started shopping for car online because disabled and unable to go to dealer directly. Found a car listed on auto trader from Ron Marhofer. Visited the web sight built a deal online for car and applied for loan. They sent request for documentation and I supplied. In few days got email saying click to finish your deal I clicked and waited for delivery. A week later got a txt from dealer saying that car is in the body shop and no eta on when repairs be done or what kind of repairs it needed. Then Marquese ******* said he help me find a replacement car if I tell him what looking for. Told hime the charger was dream car and was what interest in again told me in body shop. So told him need car clean car fax under 50k miles under 400 month. He started working a deal on a Buick but told him repeatedly did not like the Buick. Then another sales person called and said he had my credit app I said yes this sales guy told me the car is in body shop and working with me to find another car. Then he like well what about this car or that. Said no working with Marquese. Txted Marquese told him someone contacted me and was told working with him. Marquese then said how about a new Malibu at 2500 be 425 month. Said no need under 400. Tgen got to 4k down 389 month. Said great when get car send money over now. We don’t hold cars. I said not holding the down payment I am unable get to dealer I am on walker and unable to be up on feet and no car. Need delivery. He asked for letter from bank on old loan showing no longer had sent. Then Amy **** started emailing saying was sale manager confirmed info with her and send paperwork to her. Then 3 days sent over 20 messages to both with both ghosting me. 2 weeks later got email from company on new inventory. Build my deal on 2015 Ford Fusion but dealer says won’t complete the sales because I had numerous loans unfinished with them. I advised again and sent screen shots of them saying no loan. Just finish the paperwork

  Business response

  12/03/2022

  Our team has spoken with Mr. ******* to resolve his concern.  After presenting several solutions, Mr. ******* responded to us that no further action was required.  

   

   

   

• Initial Complaint

  09/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We initially looked at a 2011 *** 128i on July 21st. We were told there would be no way to hold the vehicle, unless we had a check in our hands, or financed through them. We signed the paperwork July 23rd, and gave them the check. They told us they'd still have to replace 4 tires, the rear brakes, headlight bulb, and a strut. During the installation of the tires, the TPMS system was damaged. However, upon our research, the TPMS system does not detect that there is a fault in the system until approximately a week/two after it disconnects. On August 13th, the service brake and service TPMS light turned on. We immediately texted our salesman, and was told to call service and schedule an appointment. We were scheduled August 23rd, and they kept the car 2 days, and told us that they noticed they forgot to replace the front brakes, and said the TPMS sensors were fixed. We drove the vehicle off the lot, and the TPMS light immediately turned back on. We turned around, dropped the vehicle back off, and were told the issue would be taken care of. We got a call 4 hours later that they would not be able to fix the vehicle, and that we'd have to take it to the *** dealership, as they don't have the tools to properly fix it. We scheduled an appointment at *** of Akron for 9/7 and got the vehicle back the next day. They quoted us over $600 to fix the issue. Ron Marhofer offered us a measly $200 in-order to fix the issue they caused. While the vehicle was at ***, they discovered the speed sensor dangling under the tire, and the oil gasket leaking under the vehicle, totaling up to $1,454.05. We alerted Ron Marhofer, and during the phone call, the service manager kept calling me "son" and saying my story didn't add up. ***** Marhofer offered to take the vehicle back, without reimbursing us for any of the repairs that needed to take place while the vehicle was at ***. We never received the $200 for their issue regarding the TPMS system either.

  Business response

  09/20/2022

  
  Mr. ****** had no known issues until he returned on August 23rd, 2022, with a complaint of a brake message appearing on his dashboard as well as a TPMS light. We performed an inspection on the vehicle and found the front inside pads had worn to a little above 2mm while the outside pads remained above 6mm. Upon this finding we replaced the front brake pads at no cost and serviced the front calipers to ensure they were properly lubricated. We did advise the customer to take the vehicle to BMW for further assessment regarding the TPMS sensors, as we do not have the proper tools to program the sensors. There was never a guarantee to participate in the cost of the TPMS assessment when the vehicle left our dealership, however, after the assessment was completed at BMW of Akron, it was agreed to participate per customer satisfaction in the amount of $200.00, upon retrieval of the receipt of repair.  The participation was in good faith.
  
  We have helped Mr. ****** with his 2011 BMW 128i to overcome concerns and are not willing to participate in further repair costs.  Mr. ****** was offered an extended warranty at time of purchase and he declined.

  Business response

  09/30/2022

  We have spoken to Jayden and have come to a monetary resolution to overcome this concern. 

  Customer response

  10/05/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  06/14/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased my 2019 Jeep Cherokee from Ron Marhofer Nissan on 9/17/21. ******* ****** was my salesman, but most of the transaction was handled online on 9/16/21 with **** *******. I purchased additional services **** *** **** Extended Warranty, ********* ****** ***** and ********* **** *** ***** which totaled to $4704 added into my loan. On the evening of 9/16/21, I was having doubts about the additonal services so before going into the dealership to finalize the policy, I sent **** ******* in Finance an email and left a voice-mail informing him that I no longer wanted the additional services. When I arrived in the office on 9/17 to speak to Mike, he informed me that he didn't receive a voice message or an email, and that he had already printed all of my forms and it would be a waste of paper to redo everything. He also informed his uncle has a Jeep and they have really bad electrical problems so the additional warranty will be needed. He assured me that *** and all of the Signature products would be accepted at all dealerships and I shouldn't have any problems. On 6/2/22, my driver's side tire drove over something on the highway and immediately went flat. Once I made it to safety, I called *** to get directions on where to get service. They informed me to call around to see who takes their coverage and to provide them my claim information. I had no luck finding any mechanic or Jeep dealership that takes *** warranty. I called 5 different dealerships and 5 service mechanics and they all said no or they take different warranties; Jeep takes ****** I had to pay cash to get my tire fixed. I called Ron Marhofer on 6/6/22, 6/8/22, 6/9/22, given my call reason, number and left messages, but no one from finance has called me back. I called *** Companies to cancel my policies, and they told me that I have to contact the dealer and they have to cancel it for a prorated refund to my loan. I want my claims canceled immediately. I am paying for a service that I can't use.

  Business response

  06/16/2022

  We have spoken to ****** ***** and processed her 100% refund as requested. 

• Initial Complaint

  11/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On the end of May of 2021 I took my 2010 Buick Enclave to Ron Marhoffer Buick due to it having some mechanical issues my local mechanic suggested should be addressed at the dealership. After the vehicle was looked over they informed me my timing chains needed replacement as well as the catalyst converters needed attention. I spoke with them and the timing was a pressing issue so I paid $4000 to have this fixed . I got the vehicle back the first week of June. Immediately upon picking up the vehicle I noticed a strange noise from the vehicle. I contacted them and stated something didn’t seem right . Took the vehicle back and **** in the service department rode with me for a drive and said the noise was the power steering that the entire engine was taken out for this job and that I needed to drive it 500 miles to get air out of line . I did this , noise was still persistent along with now noticing my vehicle was leaking a small amount of fluid underneath every time I parked. I took the vehicle back again and they stated nothing was wrong and returned it to me **** was extremely rude with us when I kept saying something is wrong and I can tell . Within days the vehicle began to randomly over heat . I once again contacted them and was told the service department manager would get ahold of me which he didn’t . The vehicle is now leaking large amounts of antifreeze and can’t be driven I can’t get a return phone call. I understand things go wrong but a local mechanic looked the vehicle over and said the problems are due to the job done at this dealership. I have put $8000 into parts since May and my car can’t even be driven and the dealership service has been rude and no help at all to me . My vehicle ran worse after the work was done than before taking it there for this huge job to be done .

  Business response

  11/12/2021

  Customer initially brought us their vehicle on 5/26/21 for a check engine light concern and ticking noise from the engine.  We verified the concern and found the timing chains were stretched, along with determining the catalytic converters were plugged, the customer chose to decline cat replacement and authorized work being performed for the timing chains along with fluid maintenance services while those systems were open and exposed. At that time the customer declined a power steering system service. We obtained ******* *****s assistance of $742.11.
  
  Customer returned on 9/20/21 with 152,771 mileage complaining of the vehicle running rough, check engine light on, and a whining noise.  We determined the source of the check engine light and rough running was plugged catalytic converter. Whining noise was the power steering. We recommended a power steering service previously which she decline again.
  
  Customer’s vehicle came back in 11/5/21 for evaluation of 3 concerns:
  
  “No start” We were unable to duplicate this concern.
  
  “Coolant leak” The water pump was leaking between the water pump housing and the front cover and unrelated to the timing chain repair. We offered to replace the water pump gasket at no charge.
  
  “Whining noise from the power steering pump” Due to an internal steering rack leak.
  
   Customer declined all repair and indicated she was obtaining legal counsel.
  

  Customer response

  11/15/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The above statement are false . Attached are screenshots of the text messages from their messaging from Ron Marhoffer as you can see on 6/6/21 I messaged asking if the whining noise was normal that was the very next day after I had picked my car up from Ron Marhoffer on 6/7/21 I drove the vehicle back to Canton to Ron Marhoffer where **** in the service department came out and rode with me telling me the whining noise it was making was the power steering that their was air in the lines from them being disconnected during the timing chain job and that it would take up to 500 miles of driving before it would stop . However it did not stop I called back after driving it the 500 miles and was scheduled out almost 2 weeks from my call to bring it back on Wednesday September 15,2021 . At this time I told **** the vehicle had continued to whine and that I didn’t believe it was just air in the line from the power steering that it was also leaking puddles on my road where it was parked “ as seen in the second screenshot above” on September 16th as shown it the picture above I told them to go ahead with the power steering for now that I would have to wait a bit longer on doing the catalyst converters as he had told me the converters weren’t a huge priority. Upon checking to see if the vehicle was done on September 17th I learned that the power steering service had not been done to the vehicle. **** stated it wasn’t a huge concern to have done at that time and handed me a bill that’s when things got miscommunicated with him and I and he became irritated and took my paperwork and slammed it on another employees desk and told me he wasn’t dealing with me . That’s also when I spoke to another employee a man who said that ****** would contact me and never did I tried contacting him and never heard a word that it why I contacted the BBB.

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

  Business response

  11/19/2021

  We agree to pay the labor to replace the power steering pump, the steering rack and the water pump gasket.  The customer agreed to pay for the parts.  We delivered the vehicle back to the customer.  We believe the customer is satisfied.

  Customer response

  11/19/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complain* ** ********* and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  ***** ******

• Initial Complaint

  06/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a used car from this company. Three weeks later the check engine light is on. It barely runs and it’s misfiring on a vehicle they said went through a full inspections. Location of the dealership is ******* *** ****** ***   2011 Hyundai Accent

  Business response

  06/11/2021

  We offered to refund the purchase price and have her return the vehicle which she declined

  Customer response

  06/11/2021

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

  I am not sure why the company is telling you that   They didn’t offer to take the vehicle back for a refund that’s completely false.  They offered to pay for half the repairs for the vehicle that we just bought from them two weeks ago  they didn’t even offer to pay the complete repair and never offered to buy back the vehicle  so not sure why they are telling you that.

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

  Business response

  06/17/2021

  We again offered to repurchase the vehicle or pay half of the current repair bill.  Customer did not want to return the vehicle and decided to accept half of the cost of current repairs.  Customer stated that they were satisfied with resolution.

   

*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. ↩