Complaints

This profile includes complaints for Graham Automall's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Graham Automall

  1515 W 4th St Mansfield, OH 44906-1840

  
• 

  Graham Automall

  PO Box 2639 Mansfield, OH 44906-0639

  

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:11/17/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore 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 had reached a deal to lease a Cadilac xt5 and the sales person called me the next day saying it was not approved due to my bad credit. I have good credit, 725. My feeling is that they did not want to do the deal. I talked to the manager and he gave me the feeling that he just wanted me to go away.

  

  Business Response

  Date: 11/22/2024

  On November 15th, 2024, the customer and his wife agreed to lease a Cadillac XT4 AWD. They both had good credit overall, but the customer had an outstanding balance at GM Financial for approximately $500 from a previous lease. 
  Our Finance Manager, *****, sent the application in and it was turned down due to a balance that had not been paid. Our Sales Manager, ****, asked me to see if anything could be done because the customer was calling wanting an explanation so I in turn called GM Financial and had a supervisor approve the deal if the customer paid the outstanding balance still owed. I in turn called and spoke to the customer and explained everything to him but he said he would not pay the money to GM Financial since they had already hurt his credit. 
  We discussed a purchase, so he agreed to let us work up a proposal and I was to call him the next day, which I did and called again later in the day leaving another message. He has my work number and my cell phone number. I called again on Tuesday and left two more messages, and he never called back. Then, we received a BBB complaint, so I stopped calling.
  *****, Finance Director
  
  

• Initial Complaint

  Date:08/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Mr. ***** ****** indicated that after the purchase of his vehicle, it immediately broke down.
  Upon bringing the vehicle back to the dealer to be fixed it took several months for them to service the car. He was offered a loaner car, then the dealership reneged, the offer.
  During this time of many months, the complaint lost his job due to lack of transportation.
  Furthermore the complaint said that he never missed a payment.

  

  Business Response

  Date: 08/29/2023

  Mr. *****’s vehicle did have an engine failure and it was
  covered under manufacturer warranty. Unfortunately, the replacement engine
  failed about 30 days later so Hyundai is replacing the engine again at no cost
  to Mr. *****. We have ordered the engine. Once it comes in, the engine will be
  installed immediately.  We are making Mr.
  *****’s vehicle our top priority. A rental car has been provided for him at no
  cost until repair is completed. 

• Initial Complaint

  Date:07/20/2023

  Type:Service or Repair 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.

  Total price quoted over the telephone by the Service Manager was different that the total price imposed by the dealership due to an additional item marked "miscellaneous" which increased the bill by $27 plus tax. After presenting this to the attention of the employee collecting the monies, she said it was common practice. I explained that I considered the Total price quoted to me by the manager to be the Total price. She did not waver one bit. It is obviously a scam to provide a "Total Price plus tax" to sucker the customer in and then start fleecing them for additional monies via unethical collection methods. I did explain to her that a quoted Total Price to me means to be Total Price as quoted and agreed upon between us, and that everything was included in it.
  
  Additionally, I would like to add I was not allowed the courtesy of getting to view the finished exhaust related job before the automobile was removed from the lift rack and taken to the pickup room and turned back over to us(after payment, of course). It is odd how the business aggressively "collects" extra monies not in a Total Price. Knowing I would not get my vehicle without paying the extra monies, and that I would later have to report the transaction, I went ahead and paid the aggressively required extra monies on top of the quoted Total Price to get back home in Southern Illinois. There was nothing we could we do otherwise, and they knew it, as we were on the road. I kept looking for the tip jar , but did not see one. Apparently being forced to pay an additional miscellaneous fee was their way to collect a tip. Somebody was getting their pocket filled. I would think *** or **** ****** would not have to stoop to such means and should have included "miscellaneous" in the quoted "Total Price". This is definitely not a user friendly and very discourteous business establishment. After families are corralled in a "waiting room/area a finished job picture would have helped.

  

  Business Response

  Date: 07/21/2023

  First
  and foremost, we would like to thank you for bringing this to our attention and
  offer you our most sincere apologies. I will send you a check for $27.00 plus tax. A total of $28.89 to reimburse you. 

  Customer Answer

  Date: 07/22/2023

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

• Initial Complaint

  Date:02/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  02/28/2023 Re: Graham Chevrolet, *********, ****.key fob issue.On February 23, 2023 I visited Graham Chevrolet and asked to speak with Service Manager ***** to revisit the issue of an inoperable key fob.I had first brought it to his attention on February 1, 2023 when he opened it and did something to try to make it work.Our conversation on the 23rd focused on the need to have Graham do something to rectify the situation. On 02/22/23 I called the Service Contract rep who stated that the fob would have to be diagnosed by the dealer and submit it for coverage.I told ***** that I could not see anything in the contract that prohibited coverage and that I want him to get to the bottom of things.***** said that he would contact ******* Dodge dealer and have them call me to set up an appointment for the diagnosis. No one called.On 02/25/23 I called ******* to see if ***** had called. They said no. An employee named ****** said that she would forward my inquiry to *** and that he would call ***** on Monday 02/27/23.As of 02/28/23, I have not received any communication from ***** at Grahams nor ******* Dodge.It is evident that ***** at Grahams has chosen to ignore my request to address this matter and I am seeking to have them replace what is a defective (and possibly an aftermarket) key fob.

  

  Business Response

  Date: 03/09/2023

  The service manager (*********************) will be in contact with ********************** to get the key fob replaced for his 2019 Dodge Truck. We have a vendor that services our store on Wednesday's at 9am to provide us operational key fobs for customers and our inventory. It will be incumbent upon ********************* to be at the dealer when our vendor is present on any Wednesday at 9am. The vendor's regular scheduled time is on any given Wednesday at 9am at our Superstore Office location which is located on our property along Home Rd. and an appointment is not necessary. 

  Customer Answer

  Date: 03/11/2023

   I am rejecting this response because:
  So sad that Graham's chose not to address this issue without me having to file this complaint.  I feel that it's reasonable that they provide an OEM fob my $20k caravan.  It is well known that although their aftermarket fobs are much less money, they are not the quality and not nearly as durable and long lasting. When ***** examined the defective fob, he took note that it was not as well made. A reconsideration is warranted, and I hope that they do the right thing by replacing this defective fob with an OEM one - just like they do when making other repairs.

  
  

  

  Business Response

  Date: 03/23/2023

  We feel that we have addressed Mr. ********** complaint by replacing the key fob. He purchased the vehicle in October of 2020 which is over two years ago. We always use aftermarket key fobs on all our used vehicles. We apologize that the customer feels that we are not providing him with a good key fob, but that is our final position.

• Initial Complaint

  Date:02/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 purchased a 2014 dodge journey around April 26th 2021. I have a power train plus warranty. After the purchase a few months ago by and I start having issues. 3 problems were fixed, which were battery issue backend differential and the alternator.. I've been having a problem with the a light coming up saying service park assist system. With this issue I could not start the car ,I would have to get a jump before it starts. I took the car in and they said they couldn't find any codes coming up with that issue . I've also told them that my screen turns off and on frequently for no reason . If I turn right the screen turns off and or the driver side window would go down if I'm turning. I've had the car in the shop st least more than 10 times for the same reason . Today which is February 17th, I took my car to Prossers automotive in Mansfield to get an inspection and to have it diagnosed. 2 hours later they called me and told me there's a bunch of electrical codes that comes up . Graham's keeps telling me that they can find any codes coming up . Well today was it I have the proof. This car has made me miss work multiple times and I cannot afford to keep it on going.

  

  Business Response

  Date: 02/27/2023

  Mr. ****** has been to our dealer four times for various concerns. See below:
  

  09/20/2021 Miles: 134,026 
  Replaced rear differential for customer concern of noise in rear of vehicle. This repair was covered by his Powertrain Warranty. Battery was replaced as customer pay as batteries are not covered under Powertrain Warranty. 
  

  03/24/2022 Miles: 134,289 
  Replaced generator due to code for generator concern. This repair was also customer pay due to not being covered by Powertrain Warranty. 
  

  08/15/2022 Miles: 134,373 
  Code for battery low voltage, charged battery due to prolonged periods of not driving. Please see mileage. No charge to customer. 
  

  01/09/2023 Miles: 137,217 
  Code for thermostat, Not covered by Powertrain Warranty and customer declined repairs.
  

  We have only seen the vehicle for the above concerns, so after careful consideration, Graham Automall will not be providing any further assistance.
  
  

  Customer Answer

  Date: 02/27/2023

   I am rejecting this response because:
  
  
  I have not been there just four times. I've been there multiple times and everytime I tell the issue . Graham's says we're not seeing any codes and of if the problem happens again which it has multiple times that I have to take it to Dodge. I've even spoken to a few ppl I know that works at Graham's if I need witnesses. Also my job that I was currently working at. I've never been told about a generator being replaced either. Showing on the pictures I attached there's obviously something goin on with this car and it needs resolved it I want my refund for bad business. There's about of electrical things going on with it . After even showing my issue to grahams, it is the same response there's no codes showing. And not driving s car enough. I e never heard of that before. I worked 7bdays a week for the past 2 years. I also have proof of that . What other prrof do you need?. . In this report you will see the electrical issues that I've been having . There's been multiple times I've had to jump start my car for the code to go away.  The computer screen also turns on and off when it wants too. Seems like when I turn right or make a movement in my seat it happens . When the screen does turn off it shuts off the heat or anything that's on from that screen. 

• Initial Complaint

  Date:12/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Over a week had our car towed to get repaired. Towing company left in their possession of with key! Called several times to and no one would respond, until finally **** called back, and did say car was checked in, but n, they couldn't fix it for awhile due to being short staffed and others ahead of us.I have a letter from the **** company of a recall regarding transmission and risk factors. I called back and several times and they refused to call back and now I was told by insurance adjuster, they said, they DO Not have our key!!?? This is the ONLY key we have and the tow truck driver said he did take key in when he dropped off our vehicle! I asked **** or someone to contact our insurance company as I cannot even get a rental car unless someone in service calls in the claim to rental car would be provided while they fix the car. They will not help send this claim to our insurance after I gave them phone number and name of insurance company! They are responsible to pay for and get a key replacement immediately as they lost our only key! My husband is extremely in bad situation after stroke he and we must brave our only car repaired! I cannot af**** any more taxis and start working Friday and have no means of transportation as they refuse to find the key and get it in for repair!

  

  Business Response

  Date: 12/30/2022

  Regarding ***** and ***************** complaint, the insurance adjustor came in and asked for ******* key instead of ******* and we didnt have a key for ****** so that was why we said that we didnt have the key. He had the wrong name. We called to let her know that we had the key.  However, ****************** did not want to pay to have her vehicle diagnosed. After her response and actions yesterday when she came in, we told her to leave and that we would not work on her vehicle.  

• Initial Complaint

  Date:10/08/2022

  Type:Service or Repair 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.

  October I purchased a 2019 Ford Escape and purchase the highest warranty offered through the dealership. He vehicle only had 22,000 miles on it. Fast forward 9 months later , the entire engine needs replaced…. I call August 26th, 2022 to set up an appointment and the EARLIEST they can schedule me is October 5th. This is unacceptable alone.
  
  This gave me no other option but to use The Ford Dealership in ******** **. They replace the engine and send me on my way. There was issues with the vehicle after this and I took it to Graham for the scheduled appointment October 5th. When I arrive, **** at the desk tells me there may be a $140 diagnostic fee if my warranty doesn’t cover it. According to the dealership in ******* my warranty does indeed cover this and they took advantage of me by charging me the $140 diagnostic fee.
  
  Why would a manager at a participating dealership tell me that I was taken advantage of and shouldn’t have been charged the $140 diagnostic fee and that they really didn’t try to help me?
  
  I spoke to the “manager” named **** at Graham and explained the entire situation. He said bc **** told me there may be a fee that they were able to charge me the $140 diagnostic fee but if I went to ******* it would have been free. This is UNACCEPTABLE. Graham took my money when I bought the car and I pay for the warranty monthly for what? Them to send me somewhere else and not be able to service my car for 38 days?
  
  All of this stemmed from Graham not being able to service the vehicle within a timely manner and then passing the bucket avoiding any responsibility to make the situation right.

  

  Business Response

  Date: 10/19/2022

  I wish we could have got Mr. ***** an earlier appointment,
  but we couldn’t.  When the customer brought
  the vehicle in, he stated there is a vibration at higher speeds, customer said
  he just had engine replaced by a Ford Dealership in *******. We quoted him a
  diagnostic fee and he agreed to it.

  
  Technician diagnosis was that both CV Axles are leaking and
  worn out probably due to the removal during the short block removal. Recommendation
  was to return to the dealer that installed the short block to have them fix the
  issue.
  Ford has already paid the ******* Dealership for the work
  so we would not be able to submit a claim to be covered under the powertrain
  warranty.
  

  For these reasons, we will not be reimbursing the customer.

   

  Customer Answer

  Date: 10/19/2022

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