We had our first experience with Randy Marion dealerships this past January. I have waited to write a review because I like to give companies time to correct mistakes and give the benefit of the doubt. I also never like to give poor reviews of small businesses, but I feel like I need to share our experience so that future customers can be made aware of the potential challenges of working with Randy Marion Buick GMC in Huntersville.
We purchased a used Honda Pilot on January 3rd, 2019. We had a mostly good experience at the dealership. Our salesman, Joe, congratulated us on coming to Randy Marion and both him and the finance manager went on and on about how great of a company it was, how it took care of its employees and customers, etc. With a set up like that, we were expecting to be wowed!
Upon closer examination of the vehicle before purchase, we noticed a pretty big chip in the line of sight on the windshield and after some negotiation, Joe told us that they would need to replace the windshield completely. It was a Friday when we purchased the vehicle and he said it would be ready to be picked up on Monday. Joe told us they would fill it with gas and have it ready to go. We called Monday and it wasn’t ready and we were told that they ordered the wrong windshield and it would be a little longer. Kept calling back and were told they kept reordering the wrong windshield. We were told Joe had the flu and so we spoke with his manager who kept giving us the run around. My husband had to leave to go out of town for work, and also my son was in and out of the hospital, so it got to the point where we had to request it to be dropped off at our home. We asked the manager to make sure it was cleaned properly and the windshield was replaced correctly before sending it our way.
The car was not brought to us until January 10th, however we still were paying for the car for the whole week it took them to replace the windshield, but weren’t able to actually drive it. When the car arrived, it was not detailed well at all. There were crumbs in the seats, dead leaves in the trunk crushed up, etc. Also, there was barely a 1/4 of a tank of gas in the car. After all we had been through, we thought the least they could do would be to detail it well and put a tank of gas in the vehicle.
We got nothing but excuses along the way. My husband called Rhonda, over customer service for the company, on January 11th and she apologized and told us we could get the vehicle detailed and they would reimburse us, as well as mail us a gas card. Rhonda did reimburse us quickly for the detail, however it is now over 2 months after purchasing the car and no matter how many times we call or email, we are not getting any communication and have still not got the gas card. The last time it was supposed to be mailed was one month ago.
We are super loyal to dealerships, just like most customers are, if we are treated well and with respect. We value customer service so much and really were hoping that this would be corrected so we could have written a really good review and shared positive word of mouth advertising for this dealership. If you are in the market for a used car, I would not recommend this dealership. Honestly I wouldn’t go back at all, but I think they especially don’t care about their used car customers. Please be advised if you are considering this dealership. I would hate for something like this or worse to happen in the future to anyone else.
Also: The price of the vehicle they show online does not include a $699 “treatment” they put on all vehicles before you see it and can determine if you want that or not. The person who details our vehicles said it is no more than a spray wax, definitely not worth almost $700! This should be optional or shared up front on advertisements.