ComplaintsforMark Christopher Auto Center

• Initial Complaint

  08/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife took our vehicle in for service on 08/07/24 and were told our issue was a software update that was covered under warranty but the service writer *******. Later that day ******* messaged my wife and told us that the repair was not a simple software update but that our stereo head unit needed to be replaced and it would take a week to get the parts but it was under warranty. On 08/14/24 ******* called my wife and told her the part was in stock and they were going to do the repair today but it would be $600.00. We asked why and she said that GM wouldn't warranty the part, even though she told us both in person and in writing that it was covered. She tried to explain that it should have cost us $3000.00 but she got GM to lower it down to $600.00. We politely told her no thank you and we would be picking up the car. My wife picked up the car on 08/14/24 and when she got home I inspectected it and noticed the passenger side kick panel was hanging down and parts were laying on the floor mat. We called ******* the next day and she was apologetic and said just bring it back and we will finish putting the car back to together. On 08/17/24 was the first time we drove the car at night since we got it back from them and noticed that the under door puddle lights that show the ******** logo on the ground had a weird pattern going through them. I called and spoke to *****, the general manager about the issues and he had ****, a service manager give me a call. **** asked that we bring the car back in so he could see the issue with the lights. My wife took the car back 08/21/24 so DIno could see what we were talking about. He took two seconds and said, "we couldn't have done that". The lights were working in perfect condition before we took the car to them and now both lights have similar cracks in them. They are unwilling to do anything to fix the damaged parts.

  

  Business response

  08/23/2024

  Customer *************************** brought her 2019 ******** XT4 back to Mark Christopher Auto Center to have a concern with the puddle lamps inspected that was noticed, the first time the vehicle was driven at night. On 8-21-2024 **** took her vehicle back to have a technician inspect the puddle lamps. The technician inspected the vehicle's puddle lamp and found that her vehicle has aftermarket puddle lamps that display the ******** emblem when the door is opened. Her vehicle was not equipped with this option from the factory. The technician did not find any physical damage to the lenses or lamp assemblies. Mark Christopher Auto Center only deals with GM factory parts and recommends that if the lights were installed for ****** by another dealer or repair facility that she should contact them to determine if they are still under warranty. Mark Christopher Auto Center is not responsible for an internal defect or failure of 2 aftermarket projection puddle lamps. Mark Christopher Auto Center is willing to provide ****** with an estimate to install OEM non emblem project puddle lamps. 

  Customer response

  08/23/2024

   I am rejecting this response because:  This is just another lie from them.  I called ******* ******** of Buena Park at ************** and gave them my VIN number and they gave me part number ******** for the factory GM installed Front Side Door Courtesy Lights that came standard on my vehicle.  
  
  
  

  

  Business response

  09/06/2024

  GM part number ******** provided by ******* ******** of ********** to ****************** is for the Bezel that houses the factory puddle lamps not the actual lamp. The correct part number for the factory puddle lamp is ********. This a single LED bulb that does not project the ******** Emblem when illuminated. ********************** 2019 ******** was never equipped from the factory with ******** Emblem projecting puddle lamps. The projection lamps installed on ********************** are not GM Original Equipment and are experiencing an internal projector issue causing distortion of the ******** Emblem when illuminated.  When the lamps were inspected by *********************** and our technician no external damage was observed. Mark Christopher Auto Center's offer to ****************** is to install the original factory bezels and lamps at no charge if ****************** purchases them from a Factory ******** Parts Department.           

  Customer response

  09/09/2024

   I am rejecting this response because: I took my car to another ******** dealer and purchased replacement lights and had them installed.  I was told by that dealer that the reason my lights did what they did was because the doors were left open for so long that the heat from the LED bulbs melted the unit down.  I am not surprised that Mark ********************** continues to lie about the damage they caused to my car.  I am just happy that I didn't purchase a new vehicle from them like I had planned and purchased it from another ******** dealership.  
  
  
  

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a vehicle on 8/4/24 and I am incredibly disappointed and dissatisfied with the service and treatment we received at the dealership from both the salesperson ****** **** and manager *******************************. Despite our expectations for professionalism and generosity, we were disappointed by incompetence and a lack of respect. The salesperson proved unhelpful information and failed to answer any of our questions while creating discomfort throughout the process. The manager displayed dismissiveness towards our concerns and questions, exhibiting rudeness and aggression instead of addressing our issues promptly. This type of treatment is simply inappropriate, leaving us dissatisfied and disheartened. It is imperative for the dealership to prioritize customer satisfaction and ensure a positive experience for all clients. This needs to be addressed and dealt with.

  

  Business response

  08/13/2024

  Hello *******,

                      We have reviewed your concern and have addressed internally. Please feel free to contact ***************************** with any questions or concerns regarding your experience. He can be reached at ************.  Thank you.

• Initial Complaint

  05/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have had a handful of less than satisfactory experiences with this dealership since I purchased my 2022 Chevrolet Tahoe in August of 2022. The main one I would like to outline in my complaint today is that my near brand new vehicle has an oil leak. The first time I mentioned it to the dealership, I was told that my car was burning oil fast because I must be idling for long periods of time. I mentioned to them that my vehicle notified me halfway through my oil change that it was low on oil. I decided to just pay for the oil change and move on with my life. A few weeks later, this happened again! This time I reached out to the service manager with pictures and video proof that my car had yet again "ran out of oil". This time they suggested that we do an inspection where they located a leak. They told me to drive it for 1000 miles and bring it back. I plan to take it back within the week for further inspection. I was also told that I can call the manufacturer to file a formal complaint about the product since I explained that I have never purchased a used vehicle and had this problem, why is my new vehicle having this problem? After an "investigation" the manufacturer told me that there was nothing that they could do for me. I am very unhappy with the product and have purchased a brand new vehicle for the first time in my life, just to find out that I should have purchased a used vehicle because of the amount of problems this vehicle is already having. If they continue to refuse to assist me in an exchange of vehicle, I will pursue legal action as I paid a lot of money for this vehicle and should not have to continue to have these problems so soon after purchase.

  

  Business response

  05/14/2024

  Mark Christopher Auto Center is currently assisting ***************************** with ongoing ********** Consumption concern that she is experiencing with her 2022 Tahoe. Her vehicle is still under ** Factory Warranty. Mark Christopher Auto Center is performing diagnostic producers as outlined by the factory to determine the root cause of the ********** Consumption on her vehicle. ******* has expressed her concerns with the Service Manager, and he is also working with her to resolve her concerns. We recommend that ******* bring her vehicle back at the recommended interval to continue the ** recommended diagnostic process performed and that ******* also contact the Factory to express her concerns with her vehicle.    

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my Cadillac Escalade to the dealership on 02/29 to get the transmission service. I recently got an oil change and wanted to get the service before driving it to ***** the following day. Had absolutely no problems driving my vehicle prior to this service. Picked up the truck and went straight home to start work. The next morning 03/01, I loaded up with my 3 grandbabies to head to Vegas to visit my son. About an hour into the drive I turned the music down to see what the weird noise I heard when I accelerated. I told my daughter I dont know why it feel like my transmission dragging now after getting it service. About 70 miles from the house the felt like it couldnt pull up the freeway. I immediately pulled it over and put it in park while on the shoulder. My truck just kept going slowly like it wasnt in park for about a half of a mile. I called AAA and a flatbed tow truck had to tow me back home. First thing he said seem like your transmission went out. I said well that should be impossible since they service it yesterday and I didnt have any problems. Once the tow arrive back at the house had to put bricks in front of the tires the truck in one spot.On 03/6 I contacted AAA again to tow my truck from the house back to the dealership. First thing the technician said when he brought the batteries to place in front of the tires once the tow truck let it down was seem like your transmission gone out. I said well one of you guys just service the transmission Thur and it broke down Fri. He said wow it wasnt me Im glad I was here that day. Now I get a text from the dealership on Thursday 03/07 saying my transmission shift cable broke which is $688 and they need to repair my differential assembly for $2700. Called 3 different places to ask about the diagnosis and each one said prior differntial damage shouldve been hard to turn or handling while driving. Basically they told me I had a leak when service and now trying to use that after messing up my transmission

  

  Business response

  03/11/2024

  *************************** brought her 2014 Escalade in for service on 2/28/2024 with ******* miles. We performed a transmission service and a multi-point vehicle inspection at her request. While performing the multi- point vehicle inspection it was noted that her vehicle had a leak from the front and rear differential. She was provided estimates to repair the leak from the front differential $1091.65, and $1194.86 to repair the leak from the rear differential. ****** was also informed of the leak from the front differential a previous service visits on 8/25/2023 when the vehicle had ******* miles and on 6-1-2021 when the vehicle had ******* miles. *** vehicle now has a front differential failure that is not related to the transmission service performed on 2-28-2024. *** transmission is operating as designed. *** front differential now has internal failure and will need to be overhauled. Her vehicle is currently at our repair facility, and we are awaiting her authorization for repairs.   

  Customer response

  03/11/2024

   I am rejecting this response because:

  As i advised the manager today eventhough i was advised a leak during service and was given recommendations, my SUV didnt show any signs of failure prior to driving my vehicle into the dealership last Thursday for an routine service. As i advise him I feel like they are using those prior recommendations to cover up an mishap that happened during the service that was performed on my truck. Coincidentally I broke down less the 24 hours after getting my truck serviced even though there was not one sign of any problems when I brung it to them. Unfortunately, this is very disappointing because taking your vehicle to the dealership is supposed to be the safest place to get work done and I feel like this routine transmission service for almost $400 is now costing me over $3,000. Everyone agrees the timing is very strange but Im positive if I would have went somewhere else I would not have broke down.

  
  

  

  Business response

  03/12/2024

  Hello ******, we have received your rejection and stand by our original assessment of your complaint. The transmission service that was performed on your vehicle did not and will not cause a failure to your front differential. The front differential is a separate component. Performing the transmission service does not in any way involve any part of the front differential. We have documentation dating back to 6-1-2021 when the vehicle had ******* miles that there was a leak from the front differential that needed to be addressed. We have also provided you with estimate to repair the leak from your front differential, which you chose not to have repaired at the time. Please contact the Service Manager with any other concerns you might have with this case. Thank you.

• Initial Complaint

  09/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  09-25-2023. 1- I booked an appointment online.. They harassed me. I put my information in for my Xt6, choose replacement battery, which was $194. I received an amount of $366 plus installed of $24.95 When, ask what happened to the $194. He said it was for us install. But they have an extra charge for that.

  

  Business response

  09/30/2023

  The Battery the Customer ***************** selected was a ACDelco professional series battery. The cost of this battery is ******, and ***** to install.  This is not the correct battery for her car. The factory replacement battery needed for her car is the ACDelco Gold Series 94RAGM. The price of that battery is $338.64. We charged her ***** to install the battery in her vehicle. 

• Initial Complaint

  05/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle has been in/ out of this dealership since late October, 2022 I spent a total of $5,113.11. This past Friday 5/19 after months of me bringing my vehicle back to back for the same issue of the engine light coming on when i drive it, I’ve exhausted my money, patience and trust to only gain anxiety, stress. & decided to come to BBB to try and get my money back. They refuse to give me my money back even though they’ve never fixed the issue all these months of me bringing my car in. Every single time my engine light goes on I message the service tech, their reply “bring it in so we can diagnose it”. Keep in mind my vehicle has been diagnosed multiple times since 10/2022. On 11/7/22 I got a payment plan, 1 down payment of $695.63 and thereafter 3 monthly payments of $1,232.91 paid in full by 2/7/23. On 3/31/23 paid ANOTHER $539.76 after bringing my vehicle back for the same issue the “check engine light” & they said to have found the problem. Only a month after I had made my last payment. On 4/4/23 I brought my car back to the dealership since engine light went on again, this time they finally game me a loaner. All other times i had struggled with a toddler in Uber/ Lyft, rides and online grocery shopping (not cheap for a single mom) My vehicle was there until 5/19/23, this is after them offering me a purchase for new or used engine, MORE MONEY! After going back and fourth they offered to replace it with a used engine at no cost. I picked up my car on 5/19/23, had a flat tire didn’t realize it until the warning sign came on, 0 fluids topped & within hours the engine light back on. I messaged with photos to the service tech, again was told to bring it back to get diagnosed. At this point I asked **** ***** the manager for my money back he is refusing because they want me to bring the car back. For months it hasn’t been resolved, i just want my money back, my anxiety speaking to him has increased for speaking up for myself, he’s become rude, it’s been a nightmare

  

  Business response

  05/30/2023

  While it is very unfortunate that the Check Engine light has come on again in ********* vehicle the good news is that the engine that **** *********** Auto Center installed in her vehicle at no cost to her is under warranty. We are committed to getting this unfortunate situation resolved as quickly as possible for *******. We will provide a vehicle for her to drive while we are diagnosing the concern at no charge and will expedite the repair process so that ******* is not further inconvenienced while diagnosis is performed to determine the cause for the check engine light.

  Customer response

  05/30/2023

   I am rejecting this response because:
  
  These are not good news, all the work, diagnostics that I’ve paid for out of my pocket totaling thousands since October 2022 has been under warranty. I have exhausted my time off work to take care of this, I no longer trust this dealership, manager and the rude and condescending service associate which i have conversations via text with, I’m requesting my money back to take it elsewhere to get a second opinion!!!

  

  Business response

  06/08/2023

  **** *********** Auto Center's offer to resolve this case is as follows. We will bring a rental vehicle to ********* house or place of business so that she has a vehicle to drive and does not have to take time out of her schedule to bring her vehicle in to our facility. We will then bring her vehicle to our location to diagnose the cause of the check engine light. We have already made compensation to ******* by installing a complete engine in her vehicle at no charge to her. The engine has a warranty and if it is the cause of the check engine light, then the repairs are covered by said warranty.

  Customer response

  06/10/2023

   I am rejecting this response because:
  
  I don’t know how many times I told Jeff, and now I have to continuously say it again and again. You guys had hundreds of times for months, to get this fixed! My vehicle was diagnosed plenty of times, and here we are. You installed a used engine at no cost and that was after i kept going back and fourth with you about me already paying you thousands of dollars and you still wanted 3k for a used engine and a new one for over 9k out of me and i said NO, you only installed it at no cost after i asked for my money back and telling you all i made a claim with GM and they were going to reach out. 
  What other words can I use when I’ve said I don’t trust you, your personnel and your dealership?? I DONT TRUST YOU! I am asking for my money back for a job that did not fix the problem, i don’t want anything else from you. 

  

  Business response

  06/16/2023

   

  **** *********** Auto Center has already made compensation to ******* for the money she has spent on previous repairs by installing a replacement engine in her vehicle at no charge to her. When presented with this resolution ******* accepted the offer. The replacement engine and the labor to install it are covered by limited warranty. **** ********** Auto Center's only offer of resolution is to drop off a loaner vehicle with ******* for her to drive while we are diagnosing the cause of the check engine light. Once the diagnosis has been made, we will make the repairs at no charge to her if the cause of the check engine light is the replacement engine or our installation of the replacement engine. **** ********** Auto Center will then deliver her vehicle back to her after repairs have been performed.

• Initial Complaint

  05/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I pre-order a car with a refundable deposit of 100$ paid to the dealer. Been waiting over a year the car still not ready yet, so I requested cancel, but it’s been over a month I still not receive my refund, the rep does not reply my email

  

  Business response

  05/30/2023

  **** *********** Auto Center is in the process of finding this reservation and will refund the $100 deposit as soon as possible

• Initial Complaint

  04/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  dealership Mark Christopher has committed fraud against me and violated purchase contract . The day I was suppose pick up my vehicle the lie told me they sold it and call the cops to be escorted out their property after paying $229k for Escalade v . In addition to that, they have also violated certain laws including 15 U.S.C. 1611, 15 U.S. Code § 1691, and 17 CFR § 23.410. This is unacceptable and will not be taken lightly.

  

  Business response

  04/24/2023

  There was no fraud committed by Mark Christopher Auto Center.  The customer, F**** Vi*****s, never paid any money for the vehicle in question.  Mr. Vi*****s called the police.  When they arrived at the dealership, they informed us the customer was trying to commit fraud.  We informed Mr. Vi*****s that we would not release the vehicle to him until we received payment. We never received $229K from F**** Vi*****s for the Escalade V, therefore, the cash contract was voided due to nonpayment.  

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 6 paint was noted to be cracking and flaking and falling off. I attempted to bring it to ***** *********** Chevrolet, however service manager Ray Peters said that i needed to go to Pomona Collision instead. I did as directed on 3/9 and received a quote from the body shop as well as the tech stating it was due to defective paint. The body shop wrote the quote for warranty work and emailed it to Ray Peters that same day. I have not heard anything back from Ray Peters at **** *********** Chevrolet. I have called multiple times only to be told he wasn’t in and have not been able to reach his manager or anyone with access to the quote. I have been in contact with ***** from General Motors at ###-###-#### and she has not been able to reach anyone either

  

  Business response

  04/14/2023

  My apologies for the delay. Mr. ******* 2015 Silverado has paint that is flaking off the right rear door. He came to us to see if General Motors would assist in the repair. We informed him that the factory warranty on paint is 3 years or 36,000 miles. His truck is 8 years old and has over 100,000 miles on it, so the warranty that General Motors provides is expired. We did submit estimate for repair from the collision center to General Motors and they declined cost assistance for Mr. *****. **** *********** Auto Center did not decline cost assistance, General Motors declined cost assistance. Mr. ******* concern is with General Motors. **** *********** did not paint the truck.  There is nothing else that we can do to get General Motors to provide Mr. ***** with costs assistance on the paint repairs needed on his truck.

  Customer response

  04/14/2023

   I am rejecting this response because:
  
  The initial complaint had nothing to do with the warranty issue. It had everything to do with the lack of communication from **** ***********. The truck has since been repainted at my expense and documentation was provided by the body shop (recommended by **** ***********) as being a PAINT DEFECT. I do understand that the dealership is not directly responsible for the painting of the vehicle. However, they ARE a representative for the manufacturer General Motors. As stated, the initial complaint did not have to do with the dealership’s responsibility for the paint, but more to their lack of communication on the matter. I do acknowledge their apology contained in their response, but just wish they would have had better communication 
  

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