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:12/12/2024

  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.

  Since january 2024 i have taken my car to the dealer for a specific noise it was making i paid for a diagnostic they said my brakes needed to be cleaned and would solve the issue , my issue was never fixed i take it back in july 2024 for the same reason i get charged another diagnostic and now they say its the rear differential needed to be fixed , i pay for that service and still my car has the same issue and now they want to tell me its the transfer factor thats need to be changed . They have been misdiagnosing car not proving pictures of the work being done to my car and just being over charged

  Business Response

  Date: 12/23/2024

  To whom it may concern;
  
  Kathia and ********* originally came in the beginning of the year, Jan 25th, 2024, for a noise concern while reversing and turning the steering wheel, see RO ****** - miles ****** a cleaning procedure was performed per STAR case S1522000002 
  
  707759 - miles ****** - July 30th, 2024 
  The vehicle then came back for noise coming from front end of vehicle going over bumps. We then recommended to replace the rear differential due to metal contamination found during the inspection causing rear end noise. Repair was declined at that time. 
  
  710932- miles ****** - October 23rd, 2024
  Customer returned to have the rear differential replaced. Along with the water pump replacement due the coolant leak.
  
  711784- ****** - November 18th, 2024
  Vehicle came back from another noise heard, they stated this time noise coming from under vehicle again. This noise heard is NOT coming from the rear differential. This noise is now coming from the Transfer Case. We suggested replacement but customer declined repairs as they got upset that more repairs were needed. 
  
  Kathia, mentioned they probably didn't need the rear differential. I explained to Kathia having metal shavings does cause the rear end to make noise therefore, the rear end was needed when it was recommended. 
  
  Now, this other noise is coming from the Transfer Case, just to clarify this is not related to the work performed previously.
    
  Thank you, 
  
  ***** ******************************** Manager 

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22614052
  
  I am rejecting this response because:
  I brought my car back for the SAME NOISE ! Not no new noise heard after fixing the rear dif. Same exact noise i drive my car everyday feeling that same grinding sound when turning my steering wheel. My car was misdiagnosed and no accountability is taken on their end. I paid 7k for something that was not needed to be done at the moment if metal shavings were found that did not fix the initial noise complaint i had. Now they want to say change the transfer case for another 7k just a few days after they misdiagnosed with having me pay for a rear differential. I want a refund i want my money back because my car still has the initial noise that i had paid to have fixed, and paid for more than one diagnostic at the dealership both times misdiagnosed. 
  Sincerely,

  ****** ******

  Business Response

  Date: 01/22/2025

  My name is ***** ********* and here is our side of the story. Customer came is on 01/24 for noise complaint. We did not verify the noise but based on the information we received and our technical support from factory we found *** where its suggested to clean brakes and hubs. Customer has agreed for the repair. Six months later customer is coming back for noise complaint from front end of the vehicle. We did not hear noise from front end while diagnostics but heard it from rear end. Inspected and found metal in rear diff and we recommended the differential to be replaced, customer initially declined and brought the vehicle in October of 2024 for rear differential to be replaced and on the same repair customer had a concern of leak of fluid under the hood and white smoke (turned out to be water pump leaking). Once rear differential was replaced customer came back in November 2024 with another noise complaint from middle of the vehicle. We have inspected the vehicle and found out that noise can be heard from transfer case. To verify this noise, we have disconnected front drive shaft to reduce load on transfer case, road tested vehicle and noise was not present. Confirming the noise from transfer case. At this point customer declined repairs and came down to our shop and picked her vehicle up. Customer was not charged for this last inspection. 

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22614052
  
  I am rejecting this response because: 

  ****** is someone i spoke to in person , i asked if there was someone else above him i could speak to regarding the situation he said no, then i find out by one of the sales persons that ***** is the higher person that i should have spoke with so he lied to me. I had also asked ****** to send me a detailed email of what is going on he never did he just had me write down my email and till this day i have not received anything. He must have tried making fun of me when he asked if i wanted him to attach the owner of the company on the email. Just like he wants to make it seem that i took over a month to take my car back by saying i picked up my car in october and took it back in november. I picked up my car wednesday nov.6 after they had fixed the rear differential the noise continued since i picked up i was told any work done with their seervice department has a 2 year warranty i was trying to be positive and think its a new part that was just replaced maybe it needs time to like work it in. I called on thursday nov. ****************************************** at this point wasnt getting any better called again friday nov.15 the advisor i spoke with said fridays are their bussiest days to bring it in monday which i did i took it back monday nov.18  and he wants to say i wasnt charged for the last diagnostic ofcourse why would i be charged if i took it back for the SAME noise. Everytime i call the calls say they will be monitored and recorded so can those phonecalls be brought up so we can hear that its the same noice since january 2024. The mecanics failed me they missdiagnosed the car. I need my money back i need to get my car fixed elsewere. I will never go back to jeep normadin i have always trusted them since i bought my car always took my car for oil changes there since i bought it, I will never go back. They failed me and still have no solution for me to give me back the money i paid for something that was not needed something that didnt fix my issue. I paid over 7k to replace a rear differential that was not needed to be replaced, the noise is till there, my car still has a issue. At this point i will escalate this and take it to small claims court.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:09/16/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  My husband and I brought our 2018 Wrangler Rubicon to Normandin for the following issues:1. Windshield wipers engage at random while driving and cant be turned off.2. Non-functional turn signals during the malfunction, compromising road safety.3. The horn is inoperable during these episodes.4. Headlight controls malfunctioning, with headlights flickering erratically.These issues are intermittent, appearing and disappearing randomly while the vehicle is in use, exacerbating the safety risks involved.Despite multiple visits to the dealership and significant costs incurred, the vehicle continues to experience severe electrical issues that pose a significant safety risk and remain unresolved.First visit [RO#: ******] March 21, 2024 - March 22, 2024: New Battery [$509.81]Second visit [RO#: ******] July ****** July 10, 2024: New TIPM [$1924.37]Third visit Aug 19, 2024- Aug 19, 2014 [No resolution, new clock spring ordered] [RO#: ******] - Sept 5, 2024: New clock spring [$788.59]Total $3222.77 Despite these visits and the payments made, the vehicle has been experiencing serious electrical issues that have progressively worsened over the past few months, creating unsafe driving conditions. This ongoing failure to address the defects constitutes a breach of trust and violates my consumer rights under both federal and California state law.Normandin's continued inability to diagnose and repair these dangerous defects is not only a failure of service but also a direct violation of the duty of care owed to their customers. They are refusing to acknowledge my demands for a refund.

  Business Response

  Date: 09/19/2024

  ********* ******** has been working directly with our service advisor ***** regarding their 2018 Jeep Wrangler with over 70k miles.The vehicle was brought in March 2024 and the battery was found to be bad and was replaced. The vehicle was brought back in July 2024 for intermittent electrical issues and battery draw down that could not be verified by our mechanic. These issues are most often the result of a faulty ************************ Module (****) which was explained to ********* who agreed to the repair hoping to fix the issue. The **** was replaced, no issues were found, and the vehicle was returned to the customer. ********* brought the vehicle back in August complaining about the same intermittent electrical issues. This time there was an error code in the computer showing that the Clock Spring in the steering column was faulty. A new clock spring was ordered and put in the vehicle on September 5 with the customer only paying for the part and no labor. ******* (wife of *********)notified us that the vehicle was still not fixed and continued to have intermittent electrical issues. We requested them to return the vehicle so we could try to find the issue. After more diagnostics and discussion with the factory, we found that the instrument cluster was occasionally shorting out causing intermittent issues. We replaced the instrument cluster for no charge to the customer and they picked it up today. This vehicle was out of warranty in 2021 and has over 70k miles, so it is not covered by the factory warranty. Unfortunately,intermittent electrical issues are difficult to find and sometimes takes replacing many parts to isolate the issue. To help the customer with this repair we paid for the new instrument cluster and took care of all the labor to replace it.
  Thanks,
   Mark Normandin

  Customer Answer

  Date: 09/20/2024

   
  Complaint: 22283933
  
  Thank you for your response regarding the issues with my 2018 Jeep Wrangler. However, I must reject your explanation and express my deep dissatisfaction with the service provided.
  
  Throughout this process, your service department has repeatedly misdiagnosed the intermittent electrical issues I initially brought the vehicle in for. Despite multiple expensive "repairs," the underlying problem has still not been resolved. Please note: I have yet to pick up the vehicle and we do not yet know if the repairs you performed have fixed the issue.
  
  You replaced parts such as the battery, TIPM, and clock spring, none of which addressed the root cause of the problem. Your team continued to guess at the issue rather than conduct thorough diagnostics. Now, after replacing multiple parts and charging me for them, the vehicle continued to exhibit the same issues. 
  
  It is unreasonable to expect a customer to pay for repairs that do not resolve the problem, especially when the diagnosis was repeatedly incorrect. I should not be responsible for the costs of repairs that were unnecessary and failed to address the actual issue. This trial-and-error approach is unacceptable, and it is evident that my Jeep has not been handled with the expertise and care required to properly diagnose and fix the issue.
  
  We appreciate that the fourth visit was offered free of charge; however, we should never have been required to pay nearly $4,000 for repairs that failed to resolve the ongoing issues with the vehicle. We would have been happy to pay the full price for the first visit, even the second, if the issue had been addressed. But three visits amounting to zero improvements is ridiculous. This is not an unreasonable request.
  
  Therefore, I am demanding a full refund for the incorrect and unnecessary repairs, including the replacement of the battery, TIPM, and clock spring, which did not fix the vehicle. Additionally, I expect a prompt resolution to this ongoing issue, as I have been without my vehicle for an unreasonable amount of time.
  
  

• Initial Complaint

  Date:05/22/2024

  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.

  On May 18th, my family and I went to look at a Ram 2500 advertised by Normandin as having cooled rear seats. This was important as the black interior gets quite warm in our area. The truck does not, in fact, have these seats, nor can they install the technology to provide what they advertised on their website. I asked them to discount the sticker price, manager would not negotiate at all. He said the error was Jeeps error. The website clearly lists Normandin, and the truck with this feature. He then blamed some vendor.

  Business Response

  Date: 05/29/2024

  Disclosed that this truck did not come with this feature and the 3rd party vendor listed it as a "possible" option for a Ram truck. 3rd party vendor has disclosures stating options not gauranteed on truck and customer resposible for verifying equipment prior to purchase. Showed customer build sheet on truck from the Manufacturer with exact options.
  
  
  Customer acknowledged before purchase this does not come with the cooled seats and wanted a discount instead. Provided discount on truck and customer bought the truck at discounted price.

• Initial Complaint

  Date:04/04/2023

  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.

  to whom it may concern.In December of 2022 I had problems with my vehicle. I set an appointment on Dec 22 of 2022 to diagnose my vehicle. I ask the dealership if they do tow because my vehicle is not safe to drive they didn't provide the service. **** the service advisor asked me questions and I answered them about what's wrong with my vehicle. After the holidays he calls me and asked if I can approve them to look into the engine more, I approved it. Couple weeks after that, I called **** the service advisor so I could check on my vehicle and see if they were done. Service advisor pretty much told me "don't call us, we call you" so I lift it like that I never call back I felt uncomfortable . This was like in the middle of January of 2023 and now we are going to be in April of 2023 so it's been over 3 months. I haven't used my family vehicle and it's the only vehicle I have to get around. They never affair me a car rental. There been family event that I could of use my family vehicle but made it tough with other family member to carpool. My vehicle is a 2017 Chrysler Pacifica VIN#2c4rc1gg5hr668983. Chrysler 800 numbers won't a big help, on Wednesday 3/29/23 I left a voice message to Normandin Chrysler dealership I think was **** **** box asking for an update on my minivan and to now I haven't heard any call back. Also I really need my vehicle back ASAP. In my case lemon law won't work for me.*************************

  Business Response

  Date: 04/13/2023

  Morning BBB,

  Responding with information regarding this vehicle, customer *************************, and VIN#*****************.  We replace the original engine on this vehicle  on 5/19/22 at ****** miles.  **** engine has a factory warranty of 36 months, or ******* miles. **** engine has failed internally and will need to be replaced. We are working with Stellantis/FCA on the authorization to complete this repair. The authorization process requires several pieces of technical information which we have provided to ********************************* The current mileage on the vehicle is ****** miles and falls under the ***** replacement warranty.  We anticipate both the approval and the replacement-repairs to be completed next week. We are communicating with the customer regarding this information as well. Please let us know if there are any questions.

  Thank You

  *************************

  Service Director

  ***************************************

  ************

• Initial Complaint

  Date:02/20/2023

  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 purchased a used 2020 Jeep Grand Cherokee on December 24th 2022. The passenger window had a crack in it and I was told I would be contacted the next week and it will be fixed. I've called weekly and have been promised a call back to bring my car in, but have never received such. The only contact that repairs used cars doesn't pick up and will no longer return my calls. I have texts messages from the salesman and his manager letting me know that I would receive a reach out from the service department.

  Business Response

  Date: 02/24/2023

  The window was a special order part and took a while to come in, but the car is now repaired for the customer.

• Initial Complaint

  Date:01/22/2023

  Type:Product 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 had a very bad purchase experience. I bought a used car from Normandin on Dec 28th. There is 30-day warranty credited to the purchase. It is a 2018 car. There should not be too many problems. However, in past a few days, there are a few alarms, including tire pressure and drivetrain check. Especially for the drivetrain check, I think it is a serious problem, however, when I tried to contact ***********, he always slighted it over. Yesterday, he even lied that he was talking with other customers and would call me back later, but never called back at all. When I tried to talk to someone else by calling the landline, the receptionist always directed me to another one and then next one. Finally no one would talk to me at all.The 30-day warranty is expiring in one week. I doubt they are trying to hold out in this way.

  Business Response

  Date: 01/24/2023

  Contact Name and Title: *******************************
  Contact Phone: ***********
  Contact Email: ********************************
  Contacted the customer to bring the car in for inspection of the issues.

• Initial Complaint

  Date:07/28/2022

  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.

  Originally taken 2017 6.7 Ram in for failed left wheel hub. 55,000 miles. Received truck back and would dangerously pull left when braking. Brought truck BACK to Normandin for repair. They had truck for 16 weeks and promised reimbursement for rental. Still refusing reimbursement. In that 16 weeks they cut a piece of steering linkage in attempt to fix pulling issue they created. Then released the truck to me. Released an unsafe vehicle to me TWICE, the second time knowingly! They never fixed the pulling issue. I had the truck towed out of there. This is the most incompetent service department between "service manager" ************* and "technicians" In the end you can say they vandalized my truck.

  Business Response

  Date: 09/06/2022

  Business Response /* (1000, 5, 2022/08/09) */ In regards to ************************ 2017 Dodge truck, it had several concerns which most were covered by his extended warranty company's policy, or *********** manufactured warranty. I have listed the repairs, dates and cost that were incurred below. Also these repairs were performed well over a year ago. 1) On 4/9/2021,**********, vehicle was towed in to our dealership with the left front wheel locked up, and the customer stated he just had the tires rotated. We inspected the vehicle and found the left front wheel bearing had failed, and damaged the brake caliper and brakes as well. *********** **** paid $674.52, and the customer paid $1,574.88. 2) On 4/27/21,********** we replace a caliper slide mounting bracket. We also performed an alignment, and cross rotated the front tires.***************** paid $690.33, customer paid his deductible of $100.00. 3)On 5/18/2021, ********* we replace the right front brake caliper, ball joints. all repairs covered under warranty, with no charge to the customer. 4)on 6/16/21 ********* we replaced the right front axle shaft, also cover under warranty. No charges to the customer. Note, as you can see most of these repairs were covered under warranties. There were difficulties getting parts and that delayed the repair time. Also, this work was done over a year ago. Please let us know if there are any questions. Consumer Response /* (3000, 7, 2022/08/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) That's a nice list of parts you did not have to replace. Those additional parts that were replaced did not have to be. Those were lame attempts to resolve THE PULLING ISSUE which is of main concern. Lame attempt by cutting drag link as well. Confirms the service department's incompetency. Warrenty did not cover cost of. Service never corrected the pulling. FCA/********* covered cost of after I opened a complaint with them because service department doesn't know what they're looking at. Period. Another main concern here is the cost of rental was said will be reimbursed and of course damages done to vehicle. Damages from first visit (the pulling) and the second visit (cutting the drag link). What is horrible is that a year later your people are still in their same positions they were incompetently serving last year. How long can a service department "fake it". Want to talk numbers? $5000.00+ in rental receipts and towing. $3000.00+ To repair pulling issue and cut drag link. To start with. The consumer is not responsible to pay for the incompetency of an entire service department. Business Response /* (4000, 11, 2022/09/03) */ We feel the work we provided was needed repairs, and was done correctly and in line with the manufactures guidelines. We had shared these repairs with our ********** TA (tech advisor) along with assistance from an outside vendor that specializes in in vehicles that are lifted, and modified. Again, we do feel all of the repairs were done correctly.

• Initial Complaint

  Date:07/13/2022

  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 went to repair my Jeep on 6/15/22 which is under warranty. The condition is bit dangerous where both sun visors are falling apart while driving that can distract the driver when driving in summer evenings. ****** from service department kept my Jeep for three days with no indication of fixing the issue. After calling multiple times to his boss, I could get my Jeep back but nothing has been fixed and mentioned to me that they ordered parts will come in a week. It's been a month and did not hear from them about the parts and multiple calls and emails are going to voicemail or junk with no response. Not sure whom to reach out to get the Jeep fixed as no escalation working with Normandin. I could not drive the Jeep due to sun visors are must for sunny days and they are falling apart and can lead to accident.

  Business Response

  Date: 07/26/2022

  Business Response /* (1000, 5, 2022/07/15) */ The customers sun visors are here and they have been contacted 7/15/22 at 11:33 am to verify. The vehicle also needs a fuel tank to take care of the fuel filling concern. That tank will be here on 7/29/22. The customer knows this information as well. Customer has decided to wait on the installation of the visors until the tank is in and will do both at the same time. All of this work is covered under the vehicles warranty. Also the correct customer contact information is now in the system. Please let us know if there are any question. My contact number is ************

• Initial Complaint

  Date:07/12/2022

  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.

  We brought our remodeled camper van in for a sliding door lock repair and to turn off the airbag light on June 21st. We were told it was likely under warranty (the door) but if not it would be $200 to repair. We were told a diagnostic of the airbag light would also be $200. We informed the service department that the light went on after we had a third party install a new front seat. Shortly after, we received a call that everything had been done. When we went to pick up the car we were told the door couldn't be fixed because the counter we built was in the way. Said counter has been there for over a year with no issue. A visual inspection tells you the counter is not impeding the doorway. We were told the diagnostic test couldn't fix the airbag light because we had installed a third party seat (which is obvious when you look at the seats but also has been communicated up front) We were still charged the $400 despite nothing being fixed as promised. The service department would not budge, nor return our keys until it was paid. No manager was on site to discuss, but we were told "*****" would call us. No call from *****. Numerous texts with the front counter person (*****), 3 voicemails to *****, two emails to ***** and nobody will call us back. It's been 3 weeks. We want a full refund so that we can have someone fix these issues.

  Business Response

  Date: 07/28/2022

  Consumer Response /* (2000, 9, 2022/07/28) */ The manager has contacted us and issued a full refund. Thank you very much for the help.

• Initial Complaint

  Date:05/18/2022

  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.

  March 03, 2022 I took my Ram truck in for service due to engine trouble. I bought my Ram truck at a Toyota dealership. My Truck was Ssill under Warranty with Toyota. Toyota Warranty covered all damages plus 5 days of a rental (50$ max for car) . My truck has been at the dealership for over two months now. The reason is parts ordered are delayed. The dealership declined to give me a rental and advised me to contact ram customer care who also declined a rental. The case manager at the dealership cost me more money by lying to me. He stated the dealership would cover two days for a rental. However, he just used Toyota's Waranty and lowered the max to $35 for a rental. I learned my max was 50 a day when I contacted Toyota. I was told by the manager my case manager no longer works there and that's why I never got updates. I called numerous times and I haven't been assigned a new case manager. The Dealership has been paid. They are refusing to take responsibility for parts delayed. A rental should have been provided by them since it's their fault. I have been paying my truck payment every month ($515) and not been able to use it.

  Business Response

  Date: 06/15/2022

  Business Response /* (1000, 5, 2022/05/28) */ In regards to this case#******* I have spoken to the customer Josue **** ( on 9/26/22) in regards to the delays on the parts needed to repair his vehicle. We ordered the oil filter adapter in 4/16/22 (part#68105583AG, order#****** on a special handling/VOR vehicle off road, and we still have not received this part. We took a previously ordered part from a customer that had rescheduled, and we able to complete Mr. ****'s vehicle. We explained to Mr. **** that because of the back ordered part he can contact*********** (************)customer care and request reimbursement on the two payments he has made on his disabled vehicle. We also explained that in regards to his rental assistance his Toyota Service contract has a flat rate/imbursement of $250.00 and can be used for any number of days, or at any rate but again it is capped at the $250.00. He said he understood and would contact*********** on assistance of his payments. I let him know if there are any questions he can contact me directly at ************, or ********************. Please let us know if there are any questions.