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:04/23/2025

  Type:Customer Service 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 am extremely dissatisfied with the service I received at Randy Marion Buick GMC Truck. The customer service was unacceptable, and I did not receive assistance from my usual service advisor. I attempted to contact the manager multiple times via email and never received a response. Instead, I got a rude, dismissive message after inquiring about my service.Every time I bring my car in, there seems to be a new issue. Most recently, I brought it in for a simple sensor replacement. After the service, I noticed the DEF system no longer provided alerts when levels were lownow the vehicle may suddenly malfunction and reduce speed. When I returned to report the issueclearly caused by their repairI was told it would cost extra to fix. Its unreasonable to charge for a problem their team created.After being ignored by the manager repeatedly, I picked up my vehicle. Shortly after, I received an unsolicited text from ****** ***** stating:Hi there! This is ****** ***** from Randy Marion Buick GMC Truck. Im following up on your recent service visit to make sure youre completely satisfied with the repair(s)/service done on your vehicle and the overall service experience. Let me know with a simple YES or NO.This felt impersonal and dismissiveas if my experience could be reduced to a one-word response. I was far from satisfied.Additionally, after requesting full documentation of past services, I discovered paperwork and recommendations never shared with me. My vehicle falls under severe driving conditions, yet I was never advised on related maintenance needs. These oversights could have long-term consequences for my vehicles condition.This was the worst customer service Ive ever experiencedmarked by poor communication, lack of accountability, and no follow-through. I will not return, and I believe other customers should be aware of the poor service and lack of transparency at this location.

  Business Response

  Date: 04/24/2025

  Randy Marion Buick GMC works to provide a great experience for service and for sales. Customer satisfaction is important to us and a major part of our processes every day. 

  The customer has a vehicle they purchased elsewhere with an extended service contract which is a good thing unfortunately it has expired because the vehicle has over ******* miles.  We were able to communicate with the customer mostly through email about the mileage and the service contract decline.  We are happy to provide any service on the vehicle as it is a GMC brand vehicle.  Unfortunately the customer would have to pay for any repairs as the vehicle no longer has any service contract coverage. 

  We understand the frustration of the out of pocket expense for repairs the customer may have,  We hope the customer can get the vehicle repaired to their satisfaction or possibly trade it for a vehicle that fits their needs that they can enjoy.  

  Customer Answer

  Date: 04/24/2025

   
  I am rejecting this response because:
  This had nothing to do with my cars warranty or the issues covered under it. It was solely due to the poor customer service provided by your representatives and the lack of response from your management team. They completely disregarded any information I provided, including the messages I sent regarding the broken def sensor that they failed to fix after replacing a sensor. **** **** also failed to respond to any of my multiple emails, and Justins text message was downright rude! As always, this dealership refuses to take responsibility for its wrongdoing, whether its customer service or repairs. This is why I will never do business there again. I am completely clear on my warranty, where I purchased my car, and the steps being taken to rectify that issue is completely separate. Please reread this as it seems you need clarity, you are speaking to me the same way the representatives feel comfortable speaking to me as if I am unintelligent so I see where it comes from. I have over 12 years of experience in customer service and research, and you seem to lack the basic knowledge of empathy, understanding, and finding a solution to an issue. Have the day you deserve. 

  Business Response

  Date: 04/24/2025

  Services performed at ******* miles with check engine light on.  Replace particulate matter sensor and rear brake job.  Services performed at ******* miles. Oil change, tire rotation, replace fuel filter, front break job.  Services performed at ******* miles with check engine light on.  Diagnosed transmission issue, customer declined repair, no issue found with DEF system,  extended service contract expired by miles.

  The particulate matter sensor replaced at ******* miles is functioning properly and is not related to the DEF fluid measurement which is functioning properly also.  The particulate matter sensor is not related to the transmission issue that has the check engine light on currently.

  Sorry for any confusion on the information.  We are happy to work on any repairs the customers vehicle might need.  We hope the customer can have the transmission repaired and enjoy the vehicle longer or trade for another vehicle they can enjoy.

  Customer Answer

  Date: 04/24/2025

   
  I am rejecting this response because:
  From the *** OWNERS MANUAL pages 198- ******************************************************************************************************************************************************************************************** the driver information center exhaust fluid level status is available on the *** under the vehicle information menu See diesel exhaust fluid and driver information center page 136. Indications EXHAUST FLUID EMPTY REFILL NOW EXHAUST FLUID RANGE: XXXX MI displays at approximately 1000 miles of fluid range remaining. The message appears again at approximately 300 miles of remaining range before the exhaust fluid tank become empty.  But thank you for failing to try to educate me on my car again As stated after the particulate sensor was changed these displays were no longer showing it does not matter if they are not connected because that is what happened and it was stated multiple times to the representatives. Thank you. Youre good to not respond anymore because at this point its becoming very condescending

• Initial Complaint

  Date:03/15/2025

  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.

  9/3/2024 purchased a ************************ Contract (AAGU *********) at Randy Marion Buick GMC, LLC, done for my daughter who owns a 2013 Buick Verano. Service contract term was 12 months/12,000 miles.2/1/2025 my daughter experienced a failure of the car to start. 2/5/2025 had car towed to Randy Marion - *********************************************. A claim (************) was opened with First Automotive by Randy Marion.Gave Randy Marion authorization to perform a teardown. They also provided a cost estimate cost of ~$1,191.92. 2/20/2025, requested via email a claim summary from First Automotive (sent to ********************* as instructed), but never received a response. Informed by Randy Marion and First Automotive via phone calls, that claim was approved for a covered repair up to the value of the vehicle ($4,200 minus a $100 deductible). However, Randy Marion also provided a repair order estimate of $10, ****** (not inclusive of ~$1,191.92 teardown cost). 2/22/2025 made decision not to authorize the repair, and to cancel ************************ contract, which was done at Randy Marion with same person who sold the contract on 9/3/2024. 2/22/2025 received cancellation quote stating a *******% refund is due (which I agree with). As of 2/22/2025, $1,798.35 had been paid. Contract retail price was $2,058.00. If *******% percent refund is applicable towards $1,798.35 paid, would expect a refund of ~$950.91 minus the $50 cancel fee (per the service contract terms and conditions), which equals a refund balance of ~$********* date Randy Marion, First Automotive and PayLink (third-party payment processor who drafted each payment from my account) have taken zero accountability and have been unresponsive to my requests for a refund. ******* has claimed they only process payments. **************** has claimed that the refund is due from the dealership (Randy Marion). Randy Marion has only redirected me back to First Automotive and/or PayLink since 2/22/2024.

• Initial Complaint

  Date:12/13/2024

  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.

  Purchased a vehicle from Randy Marion GMC in ************, *** in October of 24. I paid cash for it and they put a temporary tag on it. All that is fine and well.Two months have gone by and the temporary tag is about to expire. I contacted them a couple weeks back asking about it and they told me to expect it this week. Of course, no title no tags showed ******** I contacted them again and they told me they lost the title and it will be a while before I get my title or tags. (no actual time frame at all)No one there bothered to reach out to me to inform me of the delay or to provide me with another temporary tag. (I had to take action on my own and contact them again.)I asked about getting another temp tag and I was told to contact the finance guy. (Great, so I have chase these people down myself.) I asked the clerk at Randy Marion I was speaking with to contact the finance guy herself and request the ****** appears I will have no tags and no title and I will be unable to drive this paid for vehicle.

  Business Response

  Date: 12/16/2024

  Yes the customer is correct unfortunately the title went to the wrong business and they had to file information to correct it.  It is taking much longer than expected and the Business Manager had the information for extension sent directly to the customers home at the same time the customer was filing the complaint.

  We certainly apologize for any inconvenience to the customer and everything should be fully resolved within a week as another title has been issued electronically.

  The customer is correct it should not take this long to process the title work and we will look at the complication on this one to learn everything we can so the process can be as efficient as possible.

  We hope that the customer is enjoying their new vehicle.

   

   

  Customer Answer

  Date: 12/21/2024

   
  I am rejecting this response because:
  

  I am still awaiting permanent tags and title to the vehicle. A full two months have passed. This matter should not be closed without receiving the above.

   

   

   

   

  
  

  Business Response

  Date: 12/23/2024

  Yes that is correct we sent out the extended tag information at the same time as the complaint but the corrected title is in process and a permanent tag will be issued and sent overnight to the customer as soon as it is received.  We are expecting the corrected title any time now and the title for the customer will be sent directly from the State.  We apologize for the time it is taking to get everything processed correctly.  We do not expect any other delays past the time of the temporary marker.  

  We hope the customer is enjoying their vehicle and we are happy to answer through the portal or directly when the permanent tag is delivered.

• Initial Complaint

  Date:11/26/2024

  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 ordered a used car from the business that was said to have a full inspection by their service department. The sales person also assured me that the car was looked after and in good working order. When the car arrived it came with multiple issues that stood out without any inspection. To name a few, the cruise control and lane keep assist is not functional, the right rear window and shade is non functional, the sunroof motor is grinding and very noisy, and the suspension is very squeaky over bumps. I purchased a warranty to cover the engine as I was assured there was no issues over the electronics in the car. I was convinced to save the money and not purchase the more involving warranty. I have tried to reach out to the sales person I was working with to no avail or help. Essentially pushing me off without a care. All of these issues were noticed shortly after I purchased the vehicle. With the amount of issues I will have to take the vehicle into an **** dealer to have these issues fixed which my warranty may not cover for the issues.

  Business Response

  Date: 12/07/2024

  We work every day with processes to make sure all of our customers can have a great experience with sales and service.

  We did service the vehicle in question and it did qualify for extended coverages which the customer did purchase the powertrain coverage as they mentioned.  The vehicle was in very good condition and none of the items listed on the customers complaint were mentioned in any way from our technician on the repair order when we serviced it. 

  The customer did travel from several states away to purchase the vehicle and spent considerable time doing their due diligence and checking the vehicle over.  We are happy the customer did a thorough checkover at time of purchase as we feel it is important to make sure everything is in good shape.

  We do the same processes for every vehicle we sell and service so we can offer extended coverage for customers to purchase when available.

  We hope that the customer can enjoy their vehicle.

  Thank you

   

   

• Initial Complaint

  Date:10/12/2024

  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 bought a 2014 ***** Malibu From Randy Marion on 08/09/2024. They sold me the ***** knowing that the vehicle had issues. When I test drove the vehicle before buying it they stated the car just came to the lot from a trade-in. I was cautious about buying it because it had not been serviced yet but **** *****(salesman) assured me that the vehicle will be fully serviced before purchase and that there was nothing wrong with the car that could not be handled from Randy Marion. They were overcharging me to buy the vehicle for $12,000 even though it has almost ******k miles on it, they stated we have to get our money worth. Eventually I talked them down to $9,600 because the car is only worth $8000. So in reality, they SOLD ME A ***** AND RIPPED ME OFF. Not even a full month in from just purchasing the vehicle, I found out that it needs a torque converter with the final bill of $2000 for parts and laborjust for that issue. Randy Marion promised me that there was nothing wrong with the vehicle and it was good to go and would be fully service before purchasingme being a first time buyer I trusted them to sell me a efficient and good vehicle to last me, but yet they have ripped me out my money and told me lies and now wants me to pay an extra $2500 to fix the issue that they knew was occurring. I have spoke with them about this issue and they only want to come down $1000 off the price and I think thats unreasonable giving that I just purchased a vehicle from them not even within three months. On top of the torque converter failing, The airbag light came on as well! After purchasing, they stated that the car still had to be fully serviced. It took them five days to deliver the car, even though they said it would take two days. I Should have known then that I made the worst decision of my life Because now Im sitting with a car that has a failing transmission! I trusted them to provide me with a good car because they are a big dealer, but I was mistaken and fooled.

  Business Response

  Date: 10/14/2024

  A Brand new vehicle with 5 miles or preowned with 150,000 miles comes with the same due diligence and process to do our best to make sure we are delivering a vehicle that the customer can enjoy and have a great experience.

  The customer did purchase a preowned vehicle with 146,000 miles for a sale price of $6,988 plus any tax and fees.  Our internal delivery inspection was preformed on the vehicle at an internal cost of $3526.  Vehicles in this price range and miles are sold and documented as is no dealer warranty.  we also provide a we owe document that shows nothing owed or implied.  

  It is unfortunate that the customer not long after purchase has an issue with a torque converter with a $3000 cost to repair.  As a one time good will gesture we have offered to absorb 50% of the repair which would be $1500.

  New vehicles do come with factory warranty that cover things after purchase that unfortunately pre owned vehicles sold as is do not.  We do our best to provide vehicles that are serviced and checked over but unfortunatley new or preowned there are a lot of moving parts that can malfunction at any time.

  With the goodwill offer we feel we are going above and beyond to help the customer have a good experience and enjoy their vehicle.  No matter the price range or age we do our best to provide the best experience possible.

   

  Customer Answer

  Date: 10/14/2024

   
  
  I am rejecting this response because:
  
  Correct and correct. Yes the service inspection was $3000 and yes Randy Marion offered a 50% discount. However, the car needed to be fully serviced before the purchase anyways and the company was initially going to charge me $12,000+ OTD. If the cost of repair was more than the worth of the vehicle which is $8000…the vehicle should have never been sold. The salesman had to “work” the price down. Now there is another $3000 issue. I spent all I had just to purchase the vehicle…and now I must pay $3000 to replace the transmission. Randy Marion is a big time “name brand” dealership with mutiple locations, and it is not living up to its name. I trusted this particular company to sell me reliable transportation and I am very disappointed. Very. I was originally going to go with a different organization but I was persuaded into buying this vehicle from you all and it’s SO DISAPPOINTING that I now have a MAJOR issue. 

• Initial Complaint

  Date:04/24/2024

  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.

  We have been waiting on a new engine under warranty since November 30,2023. Making car payments and not being reimbursed. No eta in sight.

  Business Response

  Date: 04/25/2024

  We work toward customer satisfaction for service and sales customers in all of our processes.  We work with warranty companies on many of our service customers cars and make every attempt to complete all repairs as efficiently as possible.
  Certainly we understand the customers frustration as the customer does have a vehicle with warranty and the engine is part of their extended coverage.  Unfortunately the engine is on order with no date available for us to receive.  When this happens with parts availability we escalate every way we can to let the manufacturer know the urgency of getting the parts..
  We have a shop with world class technicians to replace the engine in question, unfortunately the time it takes on getting the engine from the manufacture is not in our control. When the engine comes we are very prepared for an efficient installation process.  

   It is our hope that the engine comes in as soon as possible so the customer can enjoy their vehicle.

   

• Initial Complaint

  Date:02/12/2024

  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.

  Purchased a vehicle and had them send it to a body shop to have a dent fixed. Upon receiving the vehicle back I began to have electrical issues. Comes to find out my harness by the fire wall and at the rear of the vehicle has been damaged and can no longer be safely driven. The dealer refused to make it right and had me file everything on insurance. Upon approval of payout on the claim. They told me that they can no longer provide a loaner knowing insurance will not provide a vehicle for the unknown amount of time it would take to get the parts to fix it. I was told it was not thier problem and I need to go figure it out. I haven't had the vehicle in my possession for 2 weeks and they won't make it right.

  Business Response

  Date: 02/12/2024

  With every purchase or service performed it is a large part of our processes to take care of the customer and provide a great experience.
  
  
  We were able to provide a loaner vehicle while repairing the dent that was on the rear of the vehicle when we traded for it as promised.  The loaner was turned in and the customer was able to enjoy their vehicle.  We were surprised to get a call a few days later that the vehicle was having numerous electrical issues and was not drivable.  
  
  
  Upon inspection we had to do a deeper dive to see what was going on.  We put the customer in a loaner vehicle and had a world class tech work to discover the firewall in the front of the vehicle had a whole punctured through the boot where the main wiring harness is.  After receiving approval for further tear down from the customer it was uncovered that twenty plus wires and coax cables are severed explaining why the vehicle is starting and turning off by itself and numerous other lights and issues going on.  There is know doubt that at the time of this damage the vehicle would immediately not be safe. 
  
  
  We informed the customer this is not a warranty issue and should probably be turned in to their insurance as the wiring harness will need to be replaced and there is unfortunately not a guaranteed time frame it will take to get the harness.
  
  
  We understand the customers frustration as it may be a long while waiting on parts. When we receive a damaged vehicle for repair we unfortunately do not have long term rental vehicles available while waiting for parts to arrive.
  
  
  Warranty and insurance policies do sometimes cover rental cars while we wait for the parts to repair vehicles. We have suggested the customer inquire on that coverage. 
  
  
  It is unfortunate the customers vehicle has been damaged and we will do our best to prioritize the repairs and repeat urgent request to expedite the parts needed.
  
  We hope that the customer is able to enjoy their vehicle again sooner than later.
  

• Initial Complaint

  Date:12/27/2022

  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.

  I answered an ad that was for a 2020 F350 Lariat that Randy Marion had. After spending days on the phone with them, I later found out that their ad was incorrect. Their F350 was an XLT, not a Lariat. **** that works there suggested I consider a ***** Silverado **** that they had. I told him I'm not familiar with ***** or their trucks. He goes on to say that it's just as reliable as the **** that I wanted. I put a deposit down on the truck. I later found out the truck wouldn't meet the needs for my business due to the design of the DEF and also fuel injector issues that the truck are well known to have. Randy Marion refuses to return my $1,000 deposit even though I never signed anything saying it would be non-refundable. I already purchased another truck since this happened.No one at Randy Marion will answer or return my calls.I just want my money back. I provided a picture for the truck they falsely advertised as a **** F350 Lariat. It shows the vin. I feel like they pulled a bait and switch and are dishonest people.

  Business Response

  Date: 12/27/2022

  Customer satisfaction is very important to us both sales and service.  There may be a communication issue as the customer was working with another store.  I have reached out to the store the customer was working with and the General Manager of that store is going to reach out to the customer for resolution.  

  We apologize for any inconvenience and hope the customer is enjoying the vehicle that works best for their needs.  

  We hope the customer will reach out to us for future needs and that we are able to help them with any sales or service.  We appreciate the customer letting us know there is a communication issue so we can help get it resolved quickly.  Thank you

  Customer Answer

  Date: 12/27/2022

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