ComplaintsforMarkley Motors Inc

• Initial Complaint

  02/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a new vehicle December 2nd, 2023 and traded in my vehicle that I bought from Markley Motors. December 4th, 2023 I went into Markley Motors to initiate the process of getting the refund for the remaining amount on my previous vehicle's service contract. On December 8th, 2023, ******************************* sent over the paperwork that needed signed in which I sent the signed paperwork back December 12th, 2023. On January 12th, 2024, I sent a follow up email to ******************************* asking for a status on the check in which I did not receive a response. I then emailed ************************ again on January 18th, 2024 again asking for a follow up where I received a response back stating, "I left a message for my accounting department to see what the status was. I'll let you know as soon as I hear back." and again, the follow up response from ***** did not happen. I followed up on January 25th, 2024 asking for a status; no response back. I then followed back up on January 29th, 2024 asking again. On January 29th, 2024 I received a response back from ******************************* stating, "Finally heard back from accounting they sent the check to air academy on the 19th so they should probably be sending that out to you shortly as long as the loan is paid off." My loan was paid off in December, the dealer I bought my car from provided me with the tracking details for the check to pay off the loan, so I am aware that the account has been closed way past the time ******************************* let me know his accounting team wrote up a check. February 23rd, I asked for tracking on the check and received no response. On February 26th I called ******************************* and he stated he is not sure why I haven't seen the check and he would get with his accounting team and follow back up February 27th. I asked to receive a tracking number and ***** stated they don't have tracking; this is not accurate. I work for a dealership and have sent checks and titles, all have tracking. No follow up as of 3:**** on February 28th.

  

  Business response

  03/19/2024

  We had a major miscommunication between our business and accounting offices and we greatly apologize for the inconvenience. The contract was ultimately never cancelled so we are processing that today. In the meantime, due to the length of time this has taken and hassle that the customer has experienced, ********************** will pay the full refund amount to her and will wait to get reimbursed by the warranty company. As per her request, we will mail it to her. 

  Customer response

  03/19/2024

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

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my truck in to Markley to have the brakes serviced. The brakes were engaging hard every time I stopped. They performed a test on the booster and found it to be bad. They replaced the booster and charged me $1200. ***** drove fine for about a week until the exact same symptoms came back and progressively got worse and started affecting my steering as the boosters runs on the power steering pump. I finally got the truck back in about a month after the first visit. They then told me the power steering pump tested low on pressure and was bad. I told them that was weird as the power steering pump was fairly new and asked if they actually knew what was causing all these parts to go bad. ***** immediately got rude and defensive and said "we don't just throw parts at cars hoping it will fix them". He then tried to charge me for the diagnosis of the issue I already had diagnosed and paid to have unsuccessfully fixed. He eventually took off the charges and grumbled when I thanked him. I then looked at their reviews and noticed they have a records of not being able to properly diagnose and fix vehicles so I decided to take it to a reputable GM dealership. They inspected and informed me that it was most likely the booster that was the issue. I explained the issue that I had with Markley and showed them the paperwork. They said the power steering pump was fine. Upon further research they noticed that GM had a TSB for this issue and it states that when replacing the booster, the system must first be flushed. Markley never flushed the system when they replaced the booster. Because of this the full system had become contaminated. This also explains the power steering pump having intermittent pressure issues. The dealership then informed me the whole system needs to be replace totalling $4,500.

  

  Business response

  10/03/2023

  We have attempted to contact customer twice in order to provide assistance to his complaint. We have yet to receive a call back. 

  Customer response

  10/05/2023

  Complaint: 20651517
  
  I have given plenty of opportunity to resolve this issue through standard means of communication. I would like all communication done through this platform. 
  
  Regards,
  
  ***********************

  

  Business response

  10/20/2023

  We made 2 attempts to reach customer by phone regarding his complaint. Neither call was returned. Customer has stated he wants to resolve complaint only through this platform. We are open to assisting him but without having the opportunity to inspect the vehicle we aren't willing to simply refund him money nor pay for the damages he states we caused. We believe this is unreasonable. Before any money exchanges hands we request our shop ******* have the chance to inspect truck and proceed from there. 

  

  Business response

  10/20/2023

  We fully understand the customer is frustrated and if we are at fault we will stand behind that. We are simply asking for the opportunity to determine our responsibility and make it right ourselves if we are in fact at fault. We hope the customer will give us that chance. 

  Customer response

  01/16/2024

  I took my truck in to Markley to have the brakes serviced. The brakes were engaging hard every time I stopped. They performed a test on the booster and found it to be bad. They replaced the booster and charged me $1200. ***** drove fine for about a week until the exact same symptoms came back and progressively got worse and started affecting my steering as the boosters runs on the power steering pump. I finally got the truck back in about a month after the first visit. They then told me the power steering pump tested low on pressure and was bad. I told them that was weird as the power steering pump was fairly new and asked if they actually knew what was causing all these parts to go bad. ***** immediately got rude and defensive and said "we don't just throw parts at cars hoping it will fix them". He then tried to charge me for the diagnosis of the issue I already had diagnosed and paid to have unsuccessfully fixed. He eventually took off the charges and grumbled when I thanked him. I then looked at their reviews and noticed they have a records of not being able to properly diagnose and fix vehicles so I decided to take it to a reputable GM dealership. They inspected and informed me that it was most likely the booster that was the issue. I explained the issue that I had with Markley and showed them the paperwork. They said the power steering pump was fine. Upon further research they noticed that GM had a TSB for this issue and it states that when replacing the booster, the system must first be flushed. Markley never flushed the system when they replaced the booster. Because of this the full system had become contaminated. This also explains the power steering pump having intermittent pressure issues. The dealership then informed me the whole system needs to be replace totalling $4,500.

  Finish the Job

  $4,500

  

  Business response

  01/23/2024

  We understand the customer is frustrated and only wants one resolution which is for us to pay for the entire job he says he paid for. We stand by our original position in that we are willing to proceed by us first having our master tech and shop ******* inspect the vehicle. If we are at fault we will do the right thing but we are unwilling to blindly write a check based upon this complaint. 

  Customer response

  01/25/2024

  Complaint: 20651517
  
  I am frustrated because I have given Markley Motors several opportunities to make this right and I was rudly pushed away and lied to when I took the truck in to ask your tram to fo the the right thing and then ignored by upper management when I tried to dispute. It's only after getting the BBB involved that you say you want to "do the the right thing". Based off the facts I don't believe the vehicle needs to be inspected to move forward. The *** states that the system was to be flushed before installing the hydroboost in order to eliminate contamination of the entire system after hydroboost has been replaced. Your team did not flush the system and as a result, the entire system is now contaminated and damaged per a reputable GMC dealership in ********. However, if you must inspect the vehicle how would you lime to fo so? I live in the mountains west of ******************* and do not feel safe driving the vehicle. 
  
  Regards,
  
  ***********************

  

  Business response

  02/07/2024

  We spoke to the customer by phone and he shared with us ******** or doc # ******* from a company called Identifix. After speaking with the customer we called TAC (GM's **************************** to ask them about the document and this is their response. "PIT3665H is a very old document that has been revised multiple times then was eventually replaced by 23-NA-144 (See attached). The concern listed in 23-NA-144 is Brake Pedal Moves or Self Applies at Full Turns." This is not the original complaint that the customer brought us. His original complaint stated "that when the brakes are applied at higher speeds they are slow to respond and when they do respond they engage hard. Customer states that when the vehicle's brakes are applied at lower speeds they hardly engage. He states previous replacement of brake booster did not fix it." 

  It is of our professional opinion that though there is a bulletin related to the replacement of the brake booster and subsequent flushing of power steering system, the customer's complaint did not point us in the direction to any bulletin related to his concern. Through all of our research into this matter, there is still no bulletin in existence from GM that states when replacing the Power Brake Booster to flush the coolant system. Please see attached document. 

  We do question why the customer has shifted all the blame onto ********************** when he admits to have already having had the brake booster replaced. We stand by our belief that we are not at fault and followed the correct procedures when doing the repair. As an act of goodwill, we are willing to have the vehicle towed to our facility at our expense and further diagnose the issue at no charge to the customer.  

  Customer response

  02/08/2024

  Complaint: 20651517
  
  
  ****, I don't think you are understanding the issue. The *** is not the issue, it is only supporting documentation from GM that states why there is a continueing issue. Whether GM suggestes ou use it or not does not matter. The syptoms, although they are experienced, do not matter as well. What matters is that it points out that contamination is a cause of why the hydroboost would still fail after being repaired and the proper way to aviod this. Im not sure as to where you are getting your statements from me. I never said that the hydroboost was repleaced, I said that the power steering was replaced and I reiterated this when I went in to have the truck looked at (after I paid you $1200 to fix it and it was not fixed) and your service manager said it was the power steering pump that was the issue. It was at this time that I lost trust in your company and took the truck to a more reputable dealership. That was when I was informed by the maser tech at Loveland GMC what was the cause and why (referenced ***). I also want to make note that your quote of my statement is inacurate. The syptoms I stated with the truck are the same syptoms it has now. You can feel free to test drive it and see exactly what is wrong if you need be properly informed. The issue is that the brakes engage hard when trying to stop, sometimes they do not fully release and that they engage when turning as well. This bring us back to the actual issue. I paid to have the truck fixed and it has not been fixed. You have a legal obligation to make things right. I have done my due diligence to allow you this, but your service manager has chosen not to and insted has tried to get more money from me to fix a part that is functioning properly and is not causing the issues. If you want to do what you are obligated to do then by all means, do so, but I will not be wasting any more of my time or energy as it has not resulted in any progress. This is why I have asked for the amount to have the more qualified dealership in Lovelend do the work that was not completed by your dealership. It's up to you how you want to proceed. I paid you for the work, I just want my truck fixed.
  
  Regards,
  
  ***********************

• Initial Complaint

  03/16/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have been working with this car dealership to purchase a new vehicle that was listed on their web page and in online adds. We decided on a price, a date I would pick it up and the financing package. The dealer representative Joseph P*******, the internet sales man was my contact with the dealer. After the verbal agreement was made on the phone and he was putting together the paperwork to send to me I got a call back demanding an additional $1500 added to the cost because I was an out of area buyer. I was already paying full list price + dealer fee+ an over priced Colorado package { floor mats, cargo liner and mud flaps]. To add on an additional $1500 because I live in another state has to be illegal discrimination. I have an 800+ credit rating and only financed for my convenience. Discrimination because of where you live and this kind of crap on a sale that is advertised online and offered online without any mention of this is dishonest and incredibly bad business. Is there any recourse for me? I think a forced sale to me and a $1500 reduction in the agreed upon price of $36128 should stop this kind of crocked business crap!

  

  Business response

  03/21/2023

  I received a phone call from Mr. ******** where he voiced his displeasure at the experience he received from Markley Motors. I immediately told him I'd feel the same way and told him that we had made a mistake by informing him there'd be a $1500 market adjustment to the price. I honored his original price plus gave him some accessories. He agreed to move forward and we are in the process of finalizing the paperwork with him. We feel like we have resolved this complaint.

  Customer response

  03/22/2023

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

• Initial Complaint

  10/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The repair service from Markley Motors has been unsatisfactory & frustrating. Paid $1,800 for squeaky suspension work plus damage to existing CV boots. My expectations from MM: Repair or refund cost of squeak in my suspension + $755 to have both CV axels repaired at another shop. First appointment 8/4/22 front shocks and struts started with delays on parts confirmed with Arnie were in stock. The delays continued offered a loaner. I didn’t want a loaner just my car returned as promised. 8/8/22 called service advisor Arnie about squeak 10 minutes after leaving MM with suspension work done. He told me it was normal and would stop soon. I returned it on 9/6/22 as it was still squeaking and was told there was no noise when they drove it. It still squeaks today! CV Axle boots were both torn and leaking after shocks and struts were replaced. It seems like quite a coincidence that they were fine as noted in the previous inspection report provided by MM. The driver’s side was replaced 3 months before and the passenger side 13 months before by another shop. They both failed at once with no previous mention on the MM service inspection. I spoke with Parts Mgr Heath about this as the Service Mgr was unavailable. He promised the tech would explain & include photo documentation on 9/6/22 when my car was in the shop for squeak issue. All talk. MM quoted $755 to repair the axel boots. Heath explained to me that the shop is like a Dr.’s office and because of emergencies others must wait. He also became defensive and accused me of claiming they damaged autos to create more work. I told him it had not entered my mind at all. Left MM in shock on 9/6/22 because: 1)They could not find the squeak in the suspension 2) No explanation or follow up for CV axels AND 3) told I needed rear suspension work not on 8/9/22 multipoint inspection. All I wanted was my car fixed properly in a timely manner. I was not heard or taken seriously by MM.

  

  Business response

  12/05/2022

  Hi *****,

   

  Looks like we are good with ***** and her initial complaint.  Let me know if you need anything else from me.

   

  Customer response

  01/20/2023

  Hello Marcy,
  
  Please confirm the above complaint concerning Markley Honda shows a positive resolution.
  
  They did an excellent job.
  
  Kind Regards,
  ***** ****
  ************
  

  
  

*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. ↩