ComplaintsforRon Marhofer Auto Mall, Inc.

• Initial Complaint

  11/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I sent the attached email to Ron Marhofer Auto Mall regarding the status of an older GAP insurance & Service contract claim that was cancelled due to a total loss in October of 2019. The attached email lists out the details of the issue. (In a nutshell, neither my husband nor **** financial ever received the refund due from Ron Marhofer for the unused Gap & Service contracts that were approximately $2,600. This caused my husband to be upside down on the lost vehicle for over 3 years). I have been calling & emailing the company for over 2 months and I cannot get anyone to actu**** talk to me to resolve the issue. I keep getting bounced around to the “right person” and promised call backs that never happen. I’ve essenti**** been ghosted by the company and need your help remediating the issue. I recognize it is an older claim. I can explain why we are bringing it up now if one of your representatives is able to give me a call and discuss the circumstances. I cannot attach the service contract or gap insurance policy terms to this claim as the file is too big, but I’m happy to email over any necessary documents for the case as well. The purchase of the vehicle was made in July of 2019 by my husband, ***, and the vehicle was lost due to a tree falling on it in October of 2019.

  

  Business response

  11/07/2024

  Multiple employees within the Marhofer organization have been in communication with this customer regarding this refund for a cancellation that occurred in late 2019. We believe that **** Bank was responsible for refunding the customer but are continuing our due diligence to verify that we are not responsible. We will reach out to the customer with a final resolution when we receive more information from **** as the information is not readily available to us, being that it is for a claim over 5 years old. 

  Customer response

  11/08/2024

   I am rejecting this response because:
  With all due respect, you’ve had two full months to research the issue and have come back to me with absolutely no information. You have not reached out to me - I have reached out to you multiple times (as you can see per call logs attached in my email) and have only ever received one call back (from *******) on 10/30. He then, yet again, promised me that someone else would call me back later that day and it has been over a week with no reply, despite repeated requests for information. Therefore, I do not accept another false promise to contact me as an acceptable resolution. 
  

  Going forward, I would like a designated point of contact that I can speak with about the situation going forward as well as regular progress updates and an estimated time frame as to when I can receive a definitive resolution.
  

  Regarding the claim about Ally Financial being the responsible party for the refund, this is false information, which I explained to ******* when he contacted me. When I initially began researching the issue, I reached out to **** first to see who they had received payments from during the claim period. They informed me the only payment they received was from Liberty Mutual (my husband’s former auto insurance company) in the amount of approximately $11,100. I then contacted the GAP insurance company listed on my husband’s contract paperwork (Allstate Dealer Services: **************). They informed me that they had released payment for the unused service contract and unused GAP insurance to Ron Marhofer Automall on 1/27/20 and 2/26/20, respectively. (The check number was ********** and was confirmed to have been cashed by Ron Marhofer Automall on 2/26/20). When I asked why they did not send the check directly to **** Financial, they informed me that they have a contract with the dealer and so all transactions must go through the dealer. It was the Allstate Dealer Services Customer Service Department who informed me (on multiple occasions) that Ron Marhofer is responsible for then issuing the refund to the customer, which led me to contacting you. If you would like to contact them yourselves about this issue, they are more than happy to discuss it with you. They have documented notes about the case and I have included their phone number above for your reference. 
  

  All I am asking for here is to be treated with some common decency in this situation. I recognize it is an old claim, but as I have stated before, it is a significant amount of money. And if it is indeed owed to my husband like I believe it is, I will continue to advocate for him until I get answers. 
  

  I would appreciate actual follow through on the issue and to talk to someone who can actually help instead of giving me vague promises of “calling me back when you have answers.” ***** and ******* have not given me any confidence that they care about the issue or are making any progress thus far as they have not had the common courtesy to reply to my voicemails or emails. 

  
  

  

  Business response

  11/08/2024

  The lienholder responded to our request for information and provided the following:
  
  "This is an archived account, it appears that Total Loss was unable to debit for refunds on GAP or the mechanical service.
  Total Loss worked the claim in 2019 and did not debit because the customer GAP claim was denied and the mechanical was previously canceled.
  If you have any further questions regarding the products, please refer them to the product vendor."
  
  Because the customer has already contacted the product vendor, and they directed the customer back to us, we will be issuing a refund to the customer in the amount of $3,050.09.
  

  Customer response

  11/08/2024

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

  I ask that the business contact me as to how you will be providing the refund. If sending via check, please contact for updated address as we have since moved from the time of the original claim. 

• Initial Complaint

  10/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a Nissan Titan (new) from Ron Marhofer Nissan in August. I applied for a loan to Huntington Bank through the dealer. 17 days after I bought the truck, my loan with Huntington was cancelled by the dealership (for no valid reason), and a new loan was taken out without my permission from Capital One. $945.00 was magically added to the price of the car. How did a car dealership get a loan in my name without my permission, or without me filling out any paperwork? I also have a signed agreement on the price of the vehicle- how were they able to add almost a thousand dollars to my loan? This is criminal behavior- I would call it fraud.

  Customer response

  10/03/2024

  Someone named ***** contacted me by phone yesterday (2Oct) and stated that he would look into my complaint. I have not heard back from him.

  

  Business response

  10/07/2024

  Store leader ***** ****** contacted guest and decided to refund the $895 paint sealant protection.  Mr. *** stated he was satisfied. 

  Customer response

  10/10/2024

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

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2021 Hyundai Venue from Salesman **** ****** on September 3rd, 2024. The main issue: I have since had to take this vehicle to 3 separate mechanics due to an issue with the vehicle pulling to the right while on a straight. The vehicle was taken to Tirechoice on 9/12, Ron Marhoffer on 9/17, 9/23, Leopold Tire on 9/25, and back to Marhoffer on 9/27, to which this issue has still not been resolved. Leopold Tire discovered that the tires the dealer put on at the point of purchase included one with a defect and suggested heading back to Marhoffer to replace the tire via rebate. I dropped my vehicle off on Friday, 9/27, at 9 AM, did not receive any updates throughout the day, and upon calling them shortly before close, was told I could come pick up my vehicle. They stated they would continue with the request from their end and call on Monday to let me know when to come back for service. I called Ron Marhoffer Service Center Monday 9/30, Tuesday 10/1 x3, and again today 10/2, and have gotten no answer. I have left multiple messages. My calls have gone to an automated system that then routes to a prompt for texting w. a service team member. I have tried this option as well and have gotten nowhere. This transaction has been disappointing in the least. To spend/finance as needed for this purchase and then need 5+ mechanic trips in less than a month is an issue. It is further concerning that getting a resolution or communication regarding the current status of my issue is more painful than the buying process itself. I have spent over $300 in service and alignment charges and am now stuck at a standstill.

  

  Business response

  10/10/2024

  On 10/8/24 we took *** ****** vehicle into our service dept. replaced her tire, and rechecked the alignment at no cost.  She picked up her vehicle on 10/09/24.  Guest shared with us that she was satisfied. 

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a 2020 Chrysler Pacifica on 02/01/2023 from Ron Marhofer Auto Mall. Bought a warranty from the dealership *** Marhofer the same day. The contract said they would charge $100 if not serviced at *** Marhofer. The first couple of times I called and made servicing appointments all was okay. I wondered though why I had to call and could not make an appointment on their website. So the 4th time I called to fix something and make an appointment the guy said you need to call a Chrysler Dealership to get your car fixed because we are not a Chrysler dealership and WE only sold you the car. Then WHY did they not inform me when I bought the car and their warranty they sold me that every time I used the warranty I would have to pay $100 since I would have to go to a Chrysler Dealership and that *** Marhofer refuses to make me a appointment to fix the car. I want to be refunded the price of the warranty and I am a senior citizen and I know nothing about cars and they purposefully took advantage of that and sold me a policy that would make me pay $100 each time I use the warranty policy. I would have not bought a warranty from them if I knew I would have to pay every time I use it since *** Marhofer doesnt fix Chrysler cars.

  

  Business response

  02/06/2024

  Hello, we have reached out to **** to gather more information without response.  If **** could call or email service director ***************************** *********************************** we will be able to understand why *************** have been misguided by our team member.  The statement made is not consistent with our business practices.  We would like the opportunity to understand what is wrong with her 2020 Chrysler Pacifica, offer to repair it, and the  opportunity to discuss coverages of the warranty purchased. 

   

  Customer response

  02/07/2024

  [BBB transcription via phone call]

   

  The consumer stated there is nothing wrong with the vehicle at this time. There is nothing that needs to be fixed. The consumer is requesting a refund of the warranty due to the business not being able to service her car and selling a warranty she can not use there. She has to pay ****** to use the warranty any where else. The mechanic told her they do not service Chryslers and she does not have faith that if anything went wrong the business would know how to fix it. Please refund for the warranty. 
  

  
  

  

  Business response

  02/07/2024

  We will profess the refund of customer's vehicle service contract. 

• Initial Complaint

  01/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  12/23/2023 Overcharge $837.99 Business agreed to locate a 2024 Hyundai Palisade and sell and deliver a car in New York for $22,000 Out the Door (OTD). They located a car locally and charged more for the car after removing the options of $785. The final car price was based only on the MSRP and Freight which is the same for all cars. Dealer sold a lesser sticker priced car without options at a higher price. They stated the price could increase if the car cost more; likewise, I should pay less if the sticker price is less. I presented a written complaint to the sales manager and he refuse to offer a refund or adjustment. The New York car price was $54,220 vs the purchased car $53,435. The final price of the purchased car should have been well below the $22,000 price based upon the $785 price reduction/gap. The additional savings were not passed to the buyer. The $22,000 price went to $22,022.38. Upon taking delivery of the car and having notified them of the overcharge prior, the salesman gave me a $20 bill for the over charge. After further review its obvious they did not credit the addition price reduction to get the price below $22,000.

  

  Business response

  01/29/2024

  We have settled this dispute with Mr. ****.

  Customer response

  01/30/2024

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

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a used car from them less than 90 days ago. Within the last three weeks the oil plug drain fell out while driving it and the engine seized. And they are refusing to do anything about it stating it’s not their fault. Even though every mechanic I spoke with, said, that whoever did the oil change, which was done by Marhofer’s technicians, would be the party responsible. They are refusing to help us fix it.

  

  Business response

  01/12/2024

  We are very sorry that this situation has occurred.  Our service manager and the service manager from #1 Champion Ford have been in full contact regarding your vehicle.  We have received pictures from them and have heard their words as they have direct eyes on the vehicle.
  Your vehicle drove 3,901 miles from when we performed our used car inspection and oil change (repair orders are attached).  #1 Champion Ford has also agreed after their inspection that the vehicle would not have been able to drive that many miles prior to the oil plug coming out if it was a workmanship concern from us. 
  At this time, we have suggested that your insurance company be contacted as this may be from another source.  Once again, we are very sorry that this situation has occurred.

  

  Business response

  01/12/2024

  The vehicle being referenced was driven to Champion Ford by ***** ********. 

  Customer response

  01/28/2024

  This is the first contact that I have gotten from the Better Business Bureau. Plus the information that was provided from ******** at Marhofer is incorrect. Champion Ford in Pennsylvania  did not confirm that and they were absolutely neutral. At this time my understanding is the car is back at Marhofer, but the service Director, who I’ve reached out to several times, has not gotten back to me about the status of the repairs on the vehicle. So at this time I still don’t have a car so it has not been resolved. This is the first contact that I’ve gotten from the Better Business Bureau

• Initial Complaint

  07/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mon, July 10: I purchased a used 2017 Hyundai Elentra. July 11: I took my car to a local mechanic for an inspection. He informed me that I my wheel cylinders (wc) were leaking. Later that day, I scheduled an appointment with the service department at RM to get this issue fixed since I had just purchased my car and was insured it did not have major issues. RM said they would diagnose the issue and handle the costs. Attached. July 13: I took my car in for service. Before service began, the team seemed hesitant that my wc were leaking. July 14: I was told that they inspected my car and that the wc were not leaking. I followed up with the other mechanic and he said that he was 100% sure they were leaking. Attached. The dealership did replace the cabin air filter but left debris on the floor of my car. July 17: A service employee scheduled a time that day for me to have the wc inspected again. They confirmed that “wheel cylinders had a small amount of fluid behind the rubber boots on the wheel cylinder” they said “this was normal.” See attached. They told me that if I wanted to replace the wc the cost would come “out of pocket”. July 18: I emailed the employee and told him my wc were leaking. He did tell me he was happy to help me, but said again that the wc were not leaking. Because of the lack to acknowledge this, I felt unsafe and concerned with any further inspection and service from RM. Later that day, I took my vehicle to a mechanic and got the wc replaced. I could no longer be without reliable transportation. This cost me $261. July 22: I received an email from RM stating, “we recommended that your 2017 Hyundai ELANTRA needed the below items which you chose to postpone at that time.” They told me this service was unneeded because my wc were not leaking. The quote they provided was $449. Hundreds of dollars above what I was actually charged from a local mechanic and above average. I am asking Ron Marhofer to reimburse me for this $261.

  

  Business response

  08/03/2023

  We have looked into and decided a refund was appropriate for the circumstances.  We mailed a check for $361.52 to Ms. ******* on 7/27/23.

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was towed in on July 6, 2023 after speaking with ***** in service. He had agreed it would be looked at that evening or by latest the next day. Once the problem is diagnosed (I had already brought in diagnosis code from my mechanic), ***** had assured me i would be set up with a rental car from the dealership while mine was repaired. After 4 phone calls and 3 emails, I still have no answers and am without a vehicle. My car is still fairly new, with only ****** miles on it and the problem seems to be a manufacturers issue with the engine and has a warrenty. I am left with no answers, no car (although my car payments and insurance continue) and it is so very unfair.

  

  Business response

  07/23/2023

  We have spoken to guest *********************** and she is now in a rental vehicle.  Her vehicle is being diagnosed in our service ***** and we will work rapidly with the manufacturer to solve the problem.

• Initial Complaint

  06/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This incident happened on june 28 2023. I took my vehicle in for complimentary maintenance service and a recall. I recieved an email that my vehicle was due for its 3 year maintenance service so I called and they scheduled an appointment and accknowledged the complimentary service, there was also a recall scheduled at that time. When I showed up for the appointment they told me that the scheduled service was outside the 3 year window at which time I informed them that at the time of scheduling I was within the timeframe and that they scheduled the actual service, at which time I was reffered to the "service manager" who was very condesending and belittling about the whole situation. This was clearly a bait and switch situation. I am very dissappointed that this dealership is now employing these tactics.

  

  Business response

  06/07/2023

  ****** ******* came in on May 31, 2023.  The client was scheduled for a trunk latch base campaign and an oil change. The vehicle from ******* ***** ******* has a 3-year complementary maintenance plan. On the guest arrival he stated that the oil change should be covered under the complimentary maintenance plan. After obtaining the mileage during check-in it was discovered that the 3-year maintenance plan had expired on the 19th of May 2023. We were unable to process the claim with ******* ***** ******* due to the expiration date.  We advised client of the price of the recommended maintenance, and he declined at this time of the visit.

  Customer response

  06/15/2023

   I am rejecting this response because:
  
  This response is a lie, hyundai never rejected the claim, and again the appointment was set up by ron marhofer, before the expired maintenance, again demonstrating their recent bait and switch scams they have been pulling, as verified by recent bad reviews on ****** and other platforms, this just shows what liars this whole company has become and what lack of customers service they provide and reinforcing my decision to NEVER patronize this business again, and this whole situation is being reported to hyundai for their bad business practices. 

• Initial Complaint

  05/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  [Complaint taken by phone by *******************H Staff.]The consumer&#**;s car has been sitting at business for 9 days. They didn&#**;t give the consumer a loaner car. They said that ******* had to approve the repair before a loaner car can be offered. The business has not even has not even looked at the car. The rental car is covered under the consumer&#**;s warranty. The business has not submitted the paperwork yet. The consumer is paying for a rental vehicle that he shouldn&#**;t have to pay.

  

  Business response

  05/11/2023

  Guest vehicle was in for an engine concern. We followed the ******* engine diagnostic procedure related to the warranty extension on the rod bearings. ************** did find that the engine would not pass the engine testing and needs an engine replacement. We submitted a request to ******* for the engine replacement to be covered under the warranty extension, ******* has approved the needed repairs. The replacement engine is on order and will be installed when it arrives to the dealership.
  
  The guest was provided a rental vehicle after ******* approved the warranty repairs. We will be supplying a rental vehicle to the guest while the vehicle is being repaired at no cost to the guest.
  

  Customer response

  02/26/2024

  The consumer verified that the matter was resolved.

*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. ↩