ComplaintsforRoyal Moore Mazda

• Initial Complaint

  07/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Yukon Denali was sent for to this dealership because its a GMC dealership and I trusted them to be the experts. My car has been in the shop for 8 weeks due to ***** the service manager agreeing to through in a engine flush without notifying my wife or I. Comes to find out the tech open the engine and found a bent rod that will not go back in. This was all done without our acknowledgment. GMC is not communizing. My wife and I are constantly calling them for updates and today 7/1/22 had to go in person to ask the sales manager and ***** the service manager to ask to buy my car back because regardless of them fixing it I dont want it back after all the troubles they caused to the car and I wont trust their work since I couldnt trust them they did something that I wasnt notified on. I was also told they they are waiting on replacing the whole engine and that would take an additional 4-6 weeks for the engine to come in. I expressed that I am paying on my 800$ monthly car payment for the past 2 months they have had the car and its not fair because this is taking longer because they messed up. They gave me a loaner care but doesnt cover my car payment. Since then I bought a new car as I dont trust that my Yukon Denali would be safe for my family once its done with repairs. Today 7/1/22 when I went it I asked for a history of my car service that they have dont and ***** the manager said they went a le to provide one since the car is not completed so I am unable to post that.

  Business response

  07/11/2022

  Vehicle was brought in on 5-12-2022 customer stating the vehicle is
  running rough and blowing blue smoke.
  Tech diagnosed it as needing fuel injectors, customer approved this
  work and tech completed the job.
  After repair vehicle seemed to be fixed, on final test drive tech
  found that vehicle was still running rough. During his test drive he
  also realized the vehicle had the trans shudder that some of the
  GM's are having. So due to everything going on I told him to go
  ahead and perform the trans flush on the vehicle to fix that for the
  customer. He did perform the flush and it fixed the shudder. Tech
  pulled vehicle back into the shop and started diagnosing why it was
  still running rough. He ended up removing the head off of the engine
  and finding a bent push rod. At this point we went further in the
  diagnosis then we had time authorized but the tech felt he needed to
  find out why the $2300 repair did not completely fix the vehicle. At
  this point I do not know exactly what the communication was with the
  customer as the advisor is no longer with us for me to ask. I
  eventually got involved with the customer due to lack of
  communication from the advisor. I told the customer that we had to
  go further into the diagnosis and at this point I was taking care of
  the additional diagnosis since we did not have that time approved
  and she only currently owed for the Injector repairs she authorized.
  At this point I had the tech order the replacement push rod and
  rocker for the one he found bent so that we could get the vehicle
  back together and back to the customer. During this I did offer to
  put the customer in a loaner vehicle due to the additional time we
  were taking trying to fix the vehicle. After putting vehicle back
  together the tech drove the vehicle a couple times to verify the
  repair. Again on his final test drive the vehicle started running
  rough again. The tech and the shop ******* and myself dug into what
  was going on and we found metal in the oil and suspected the cam
  shaft was the issue due to the same push rod was again bent. This is
  when we realized that the vehicle needed a new motor due to metal
  contamination. We have contacted GMC and they have approved a new
  motor under warranty but at this point we do not have an ETA on the
  engine to arrive.

  Customer response

  07/11/2022

   
  Complaint: 17514278
  
  I am rejecting this response because:
  
  I dont understand why I was never notified of what was going on. I was only notified that the car was fixed and it only need a battery so it can start again. I declined and asked GMC to push out the car and we would gladly tow it away. After that point I was never advised of what was going on until I received a call saying there was additional labor going on that I didnt approve. Till this day the car is not fixed and I am asking that GMC to buy by the car as I dont want it for the reason that they dug in without advising and is still being worked. I asked through text on July first to give me a price quote from the sales manager and got no reply. I asked again on July 5 for a update from the sales manager on my quote if they were to buy the car back and still no reply. I am stuck with car payments for this car that is in the shop for 3 month for work I didnt approve or was advised on. I really need a solution for the car payment and would like GMC to by the my car back. 
  Sincerely,
  
  *****************************

  Business response

  07/19/2022

  We have spoken to the customer and offered to buy the vehicle for current trade in market value of $42300.00.  He has declined the offer at this time.  We have no control over the current supply chain issues and have ordered an engine for the customer that should be here within the week.  

  We consider this matter closed

  Customer response

  07/21/2022

   
  Complaint: 17514278
  
  I am rejecting this response because I shouldnt pay for the work that agreed at the begining due to the fact the I was called that the repairs had fixed the problem. Again additional work was done on the vehicle without letting us know and I clearly told the advisor to not do additional repairs after the problem was fixed but needed a new battery. I am just uncertain that work that I agreed to even fixed the problem. I havent had my car over 3 month so why should I pay for this service now even after the dealership is replacing the motor for this major error they caused  

  to resolve this matter. I the customer want the original **** waived for doing additional work without my approval knowing if the worked I agreed to even fixed the problem since the engine is being replaced. 
  
  Sincerely,
  
  *****************************

  Business response

  07/27/2022

  The original work performed on the injectors was approved by the customer.  We have waived ALL other bills and work done.  We are installing a new engine at NO CHARGE to the customer.  We also offered a fair market value price to purchase the vehicle for the customer.  We consider this complaint closed and will not be offering additional money or service.

  Customer response

  08/01/2022

   
  Complaint: 17514278
  
  I am rejecting this response because: I want to know the policy from royal Moore when manager approves additional work and doesnt advise the customer this is unprofessional and very shady. This has caused me stress, and trust issue with how your business operates overall. You offered me real market value but yet you have a car listed exactly like ours for 61k same mileage 54k and its a 2020 which should be cheaper since it has higher miles for being a newer car but yet you offer us 42k. 
  I am willing to counter offer for 52k and the **** that is due. 
  
  

  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We recently purchased a new vehicle from Royal Moore. We have had several issues with the vehicle. The major issue was the brakes were bad. I was driving and it was raining out side, the back brakes as I was stopping at a red light locked up. This has happened several times. I spoke to a service employee who proceeded to tell me that the vehicle that we purchased was not ready to be put on the lot for sale and it should not have been sold to us as the pre-sale inspection of the vehicle had not been complete. Vehicle was sent back to have brakes repaired. Once we received the vehicle back there were still issues that were not corrected. I had to take the vehicle to an outside third party. The oil was not changed so again I had to take it to a private shop and have a tube up done. I was told by ******* a manager at the facility that they would reimburse me. It has been almost two months and I have yet to receive anything from them. If this facility is not willing to correct issues with vehicles they are selling then the public should be aware. This was a huge safety concern and put our family in an unsafe situation! Completely inexcusable!

  Business response

  07/14/2022

  We consider this matter closed

  Customer response

  07/14/2022

   
  Complaint: 17454959
  
  I am rejecting this response because:First of all, the attached email from ******* was not sent to my email. Multiple times I reminded staff at the dealership that correspondence needed to be to myself directly. I provided them my current email, yet they apparently did not listen to that request. ******* never once told me that they needed any paperwork regarding the reimbursement of the oil change that I had done at a local shop. All he asked was how much I was charged and then stated he would make sure to get that amount refunded to me. 
  
  Sincerely,
  
  *****************************

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