Complaints

This profile includes complaints for Scranton Motors, Incorporated's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Scranton Motors, Incorporated has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Scranton Motors, Incorporated

  777 Talcottville Rd Vernon, CT 06066-2318

  
• 

  Scranton Motors, Incorporated

  PO Box 777 Vernon, CT 06066-0777

  

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:11/11/2024

  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.

  Hi, I am a Marine and FORMER proud ******** owner. I put a chrome ****** ****** *** ****** to the right of the center of the vehicles trunk. People used to shout "****** **" when they drove by or at a red light. I will be removing that tomorrow when I reclaim it. Scranton ******** is the worst dealership I have ever experienced. I brought this vehicle there many times. This final time being #6. The first 5 times the vehicle was under warranty. Although, not according to Todd M************ He makes up his own rules as he goes along. He called me to discuss the $13k transmission job this vehicle needed the first five times the car was in the shop being serviced. Now, this sixth time the warranty is expired. Suprised? Let's get back to Todd. He said, since I bought it used with 10k miles and not from their dealership the warranty should have since day one of me owning it been, "null and void". Then why did they #1 replace the transmission fluid.#2 triple flush the transmission fluid. #3 replace the transfer case (took 3 months btw).#4change oxygen sensor. #5 triple flush the transmission fluid (for the 2nd time).#6 replaced the transfer case fluid stating"we found a re-call on this issue so switched it out". Why did they accept the car the 1st thru 6th time if the warranty should've been "null and void"Mr. M***********? Why? Because now they finally admit that the problem is thst the car needs a $13k transmission.What a coincidence since suddenly the warranty is up.Mr M*********** you have zero integrity. ******** and ** should be ashamed of you.Every time I dropped this car off I said, "it hesitates just like the last time I dropped it off".I was beyond upset hearing,"no transmission problem.Just needed a triple flush". Then on this final visit they say,"jump in the car with the technician so you can tell him when you feal it".Why did they wait until after warranty expired to suggest that?How to sell a new car 101.Out of warranty and you need $13k or you trade it in.

  

  Business Response

  Date: 12/09/2024

  Scranton motors follows the (**) ******* ****** warranty policy and procedures to repair this vehicle.  On 2/15/204 Scranton Motors flushed the transmission and transfer case fluid per ** document/bulletin.   On this repair visit 2/15/24 the customer was advised to return within  300 miles to reassess. The customer never returned and his warranty expired on 4/2/2024. If there was an issue with the transmission on 2/15/2024 we would have warrantied a transmission.  *** ***** retuned on 10/28/2024 6 months after his warranty expired.    Our conversation was to discuss other options to get him out of the vehicle since his warranty was expired.

  We have been servicing the local community for over 73 years.  We operate with honesty and integrity. 

   

  Regards,

  Todd L M*********

  General Manager Scranton Motors

• Initial Complaint

  Date:04/22/2024

  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.

  My letter to the president of the company: I have been experiencing multiple severe failures with the pre-owned car that I purchased from Scranton Motors in ******. Even at this moment, I am without my car while I wait for the service team to figure out what is wrong with it. I purchased a 2017 *** ****** with 55,998 miles on it. Total sale price $33834.32 As of yesterday when I left it with your service department again it had 58,051 miles. I took possession of the car Jan 18th. I was provided a 60 day dealer warranty and I purchased the additional platinum warranty coverage for 4 years/40,000 miles. I work from home. I use my car to take my son back and forth to school, and Karate during the week and to run errands and attend family events on weekends. My husband needs his car to get back and forth for dialysis. When I am without my car, it has a very negative impact on our family especially considering our medical needs. As it stands I am continually having to reschedule medical appointments for myself because of these repeat issues. It has been extremely stressful and I don't think I can handle much more. Since getting the car I have experienced the following: Continued sputtering and now bucking from the car when I accelerate (first reported just over 2 weeks after getting the car)- still not resolved. The plastic cover on the back bumper falling off (resolved) The rear hatch light was allowing water to leak in (resolved) Air conditioner that does not work- unsure if fully resolved Repeat check engine lights Repeat days without a car Below is the work that has been done thus far: They repaired the plastic cover on the rear bumper They repaired the rear hatch light that was allowing water to leak in They have replaced the transmission torque converter They have replaced a leaking line in the air conditioner The have flushed the transmission system They have replaced a catalytic converter They have tightened a loose connector The replaced the engine air filter I have attached a complete breakdown of the series of events since I purchased the car. It is a lot to read, but I have experienced multiple repeat issues in just 3 months and I feel it's important that you have the details. Please note, my service advisor Johnathan has been very compassionate and understanding. 6 years ago we bought my husband a used 2010 ***** ******* from a small corner car lot. In that time we haven't even had half of the issues that my car has had in a short 3 month period. I want to believe that the *** brand is a good brand and I purchased from Scranton motors expecting a great experience considering you have been in business for 77 years. My car still has a check engine light and they have it now. I have been without a car for numerous days through this process. Now they think it could be the ECM/ECU unit, but are unsure. I am supposed to get a call this afternoon but I expect I will not get any clear answers. I now believe I may have been sold a lemon. I don't know who approved for this car to be sold, but something seems to be severely wrong. I think that Scranton Motors should take this car back and provide me a different car, at no added expense to me, that has all the same features that will work as expected and not cause me all these problems. I appreciate your consideration and help with this. I don't know what else to do. Thank you ****** * ***** ###-###-####

  Customer Answer

  Date: 04/27/2024

   

   

  As of today no one from the business has acknowledged my compliant, but I do have an update as more has transpired since I first filed this:

  Below is the update to the letter I sent to the business owner that I have now also copied to their management: 

  My car was left with the dealership on 4/18/24.  On 4/22/24 I was advised that my car needed a new ECU (the brains) replaced and a new mass flow air sensor. That day I was provided a loaner for the first time.  On 4/24/24 I was told the repairs are complete.  I returned the loaner and got my car back.
  
  Today, 4/27/24 just 3 days later, the check engine light came back on AGAIN. (I am attaching the report from ****** and the updated series of events)  I am exhausted by all this now.  
  
  I was excited to come to your dealership.  I was impressed with my sales experience, I fell in love with this car and I felt confident that I would have a great experience working with such a reputable dealership in business for 77 years. David was a great sales person.  Johnathan my service advisor has been very pleasant and made every effort to help but the continued back and forth for repeated repairs has become unbearable.   I have been deeply disappointed, frustrated and severely inconvenienced.  As much as I loved this car there is clearly something very wrong with it. It is a lemon and I really wish that it wasn't because it was everything I wanted. 
  A lot of time and effort has been put into fixing the continued problems but it seems to be never ending. I am making monthly payments on a car that I keep having to leave with the dealership because the car just can't seem to be fixed.
   What I have been put through is awful and I think I deserve something well beyond your standard process to resolve this. I cannot continue to be without my car.  I cannot continue to have to make arrangements to get my husband back and forth from dialysis, my son back and forth to school, and to get to medical appointments for myself.  This has been very stressful and it seems my whole life for the past 3 months and some days has been wrapped around these continued car troubles.
  To make this right and to be fair to me as your customer, I think the dealership should give me another vehicle, with all the same features that I have with this one, at no additional cost to me, and with a full warranty.  I don't see any other way to resolve this without causing me even more frustration, disappointment and severe inconvenience. 

   

   

   

   

  

  Business Response

  Date: 05/17/2024

  To whom is may concern,

  To be honest, this letter comes to me as a total shock. Although Ms. ***** has had some issues with her 2017 *** she had recently purchased from us, we have been more than accommodating. From the beginning, we have covered all repair costs, including the warranty deductible on all occasions of Ms. ***** binging her vehicle into the service department. Our service department has been in communication with Ms. ***** every step of the way and we have supplied a loaner at any time she requested one at no charge to her. I have personally gone over many options to trade her out of this vehicle. I have also had numerous phone calls with her discussing her options to trade her out of the vehicle. Unfortunately, I have only brand new 2024 or pre-owned 2023's in stock which were not in her price range. Ms. ***** had stopped into the dealership to speak with me personally last week and we came to the conclusion that keeping the car may be her best option. For future repairs that may need to be done,  I will continue to cover the warranty deductible and offered free oil changes for the next year. I felt she left this dealership feeling we had reached a positive resolution. 

   

  Scranton Motors Inc has been in business for over 70 years, we stand behind our products and take care of our customers

   

  Todd M*********

  General Manager

  Scranton Motors Inc

   

  Customer Answer

  Date: 05/27/2024

  It is not yet resolved. I have spoken with the General Manager.  He advised that he will not likely find an equivalent car for the same price.  ( though he did say he would continue ur to look for a trade in or one from auction). He advised that he cannot refund me for the car (his words were ‘you own it’).  and he cannot waive a difference in price to provide me something that is more expensive. He wants another opportunity to repair it. It is back in their garage right now while I am driving a loaner. More has gone wrong. The check  engine light did turn off but the car continues to stutter when idling.  Then the temperature gauge stopped working as did the A/C.  The next day the temperature gauge started working again. The A/C did as well, but then the check engine light came back on again. 
  I told the GM that if he expects me to keep this car I will need some additional guarantees and accommodations. I suggested that for the next 12 months and required repairs should cost me nothing and I should get my next 4 or 5 oil changes and tire rotations for free. He said he agreed and that we will discuss it further after this next repair. 

  Customer Answer

  Date: 06/17/2024

  See Attached Letter
  Complaint: ********
  
  I am rejecting this response because:

  The car was returned to me on Jun 4th.  As of that date my car had been in the shop a combined total of 28 days since taking possession of it on January 18th 2024. (All within approx 4 months) 

  Because the General Manager was refusing to provide any further service to me after he made an agreement and how unprofessional he was, I wrote and mailed certified letters to the President/Owner Thomas Scranton (I don't believe he ever saw my original email to him),, The Vice President Matthew S*******, and the Secretary Meghan W*****.  I sent a letter to the dealership; to their attention.  I feared that the letter to the dealership would be circumvented so I also sent a letter to each of their residential addresses (as listed on the CT.GOV Business lookup website). Tracking shows that ALL of the letters have been received.  

  I am attaching the letter here as well.  

  As of now, the car is running fine with no check engine lights.  I pray that it stays that way, but I worry that at any time there will be another problem just like I have been experiencing every few weeks.  I just want every assurance that if there are any continued problems that they will be taken care of at no expense to me.  I cannot afford to pay a $250 service plan deductible every 2 to 4 weeks, and I can't continually be without a car.

  I am hopeful I will hear back from one of the company principals in the near future just to provide me that assurance, especially after Todd treated me the way that he did.

  Thank you for your consideration. 

  ****** * ***** ************ 

  
  Sincerely,
  
  ****** ***** 

• Initial Complaint

  Date:10/12/2023

  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.

  On June 21st, 2023 I brought my car to Scranton Motors for an oil change. This was not my first time bringing my car there even thought my oil changes were approx $170. I figured they would be the best place to bring my ***. Right after my oil change they did, my check engine light came on while driving to ***** ******. My light has not come on once in the years I’ve owned my vehicle. I then brought it straight to ******** to have them diagnose the problem. It came up as an O2 issue and was advised to try a new cabin air filter. So, I purchased it and it was installed. The light then came back on and off and my car started to jolt when accelerating. I finally got into a garage to diagnose the issue seeing that is was not going away. This mechanic asked if anyone has worked on my vehicle in the last few months. I informed him that Scranton Motors performed an oil change a few months back and that my car has not been the same since. His advice was bring it back to them because there were like 4 misc codes that most likely was done by someone working on my car. That being said I called them up and told them all my information and asked if they could take a look at my car since it’s happened ever since they did work to it. I was then told I would have to pay $170 for them to diagnosis it. It was shocking that this business would charge me that amount for them to check on a problem that they caused. On top of not being able to just take a look for me, the service manager said “He’s super busy.” This establishment is shady and that being said they lost my business for good. I am a returning customer and they want to charge me for an issue that they should have to fix. It’s infuriating that a dealership can take advantage of a loyal customer like that. I just want my car to run like it had before Scranton Motors performed services on it.

  

  Business Response

  Date: 10/12/2023

  We performed an oil change & tire rotation on 6/21/23 on a 2017 *** ****** with 59,080 miles.   What we did would not cause the check engine light to come on. Every vehicle gets scanned before it is worked on for this reason. This vehicle had multiple fault codes before it even came in the shop. We have been in business for over 70 years and do not have deceptive practices.  Again, this was not caused by the work that was done here.  As a gesture of good faith I would be willing to split the cost of the diagnose and would be willing to offer a discount for the repairs that would be needed. 

  Customer Answer

  Date: 10/13/2023

  
  Complaint: ********
  
  I am rejecting this response because:
   If my vehicle had multiple codes on before, then why wasn’t I made aware prior to servicing the car? As soon as Scranton Motors touched the car it has had problems ever since. Taking the tires off and performing an oil change/car check can most certainly cause an issue within the car if you don’t do it correctly. I do not wish to pay half to have them diagnosis the problem that they created. That being said, I would never bring my vehicle back for any kind of maintenance.

  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 10/13/2023

  I would be willing to run a diagnoses no charge.  If it is something related to the tire rotation or oil change that was done here we will take care of the repairs. Please call Rob (Service Manager) or Billy to set up an appointment. We are scheduling one week out. Thank you. 

  Customer Answer

  Date: 12/19/2023

  An update to my complaint: I brought my car to a new place to get my oil changed, seeing that Scranton motors did it last and ever since my car wasn’t the same. That being said the new place came to me while doing the change and asked me “who did your last oil change?” I knew right then something was up. He then told me whoever did your last oil change broke the helicoil (which should last a very long time) and it fell into the oil pan. That being said the oil would just leak out without fixing it. He said it looked as if they tried to plug it up and it didn’t hold. Now I have to purchase a whole new oil pan because I had no clue this happened and without that coil the oil will leak out. This wouldn’t have been found without doing an additional oil change, which I wasn’t letting Scranton do since my bad experience. So now I have to pay around $1000 to buy a new oil pan because of something Scranton motors broke in my vehicle. 

• Initial Complaint

  Date:06/23/2023

  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.

  Damaged tires clearly damaged before delivery. Refusing replacement of unsafe equipment

  

  Business Response

  Date: 06/23/2023

   

  Scranton Motors, Inc. refutes the customers assertion that the vehicle was delivered with the tire sidewall concern. All internal documents, including a State mandated K-208 form are clean. No mention or indication of the customers concern. Further, the customer returned to the dealership with a different concern approximately three days before this BBB complaint. The customer never mentioned the tire at that time.

  I spoke with the customer the morning of June 23rd and reached an agreement that we would split the cost of the tire only, and that he would have it mounted and balanced elsewhere and at his expense. For the record, this agreement in no way indicates or admits to any form of oversight by Scranton Motors, Inc.

   

  Respectfully,

  Frederick N******

  General Manager

  Scranton Motors, Inc.

• Initial Complaint

  Date:12/08/2022

  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.

  I recently bought a used vehicle from this dealership and was surprised off the start. While I was doing the paperwork they told me they are doing the car inspection and oil change/filter and it would be 2-3 days before I can take it home because they don’t carry ****** parts and would have to order it. That same day few hours later they called me and said it was ready. 2-3 weeks go by and the oil filter light comes on, I was surprised and thought they maybe forgot to reset the light. So I checked my oil light and it was reset and good but I checked the filter and it was not reset. So I’ve come to the conclusion they did an oil change and didn’t do the oil filter which is why I mentioned the 2-3 days for parts to be shipped. I called them and let them know and asked if I can get it done same day, they said no. I asked if I can bring it to a shop and bring the receipt and they said no. I told them i’m leaving state the next day and would really like to have my vehicle before I leave. I’m not sure why they didn’t make it a priority to get my vehicle in especially considering an oil change doesn’t take long. I just left my vehicle there today and Im leaving state tomorrow and won’t have my vehicle because it doesn’t seem an urgency for them. Then I started running into a problem with the car turning on for a second and turning right off, unreal. It’s a used vehicle, but I expect them to stick to there word if they said they’re doing something it’ll get done. I even told him I was surprised car was done same day considering what they told me and he said “well once we knew it was sold the technician jumped on it quick” but that doesn’t make parts ship any quicker.. I’m very unhappy with this situation considering it was my first vehicle from any dealership and have to work around there schedule when they messed up from the start. I found it unreal I had to work around my busy schedule to please there’s even though it was a mistake on there end. Thank you.

  

  Business Response

  Date: 12/31/2022

  The reason MR ****** was told that he would have to wait 2-3 days before he could take delivery of the vehicle is because he was looking at the car when it just came in on trade so the car had to go through a State mandated safety inspection to make sure that the vehicle is safe for the road, upon inspection of the vehicle, it needed less work than we anticipated so we were able to deliver the vehicle to MR ****** sooner than we thought ( I took this as a good thing ).,
  
  As for Mr. ******** complaint about the oil life light coming on after a couple of weeks we found that the settings in his vehicle had been changed to have the oil life light come on at 250 miles after the vehicle was delivered and in the customers possession. This particular vehicle allows you to change the settings right from the dashboard.
  
  With regards to MR ******** complaint about us not getting his vehicle in right way as he was leaving the state the next morning, he called around 3;45 pm and asked if he could bring his car so he could go out of state the next morning. the problem with that was our service department closes at 5pm it was now 345pm and the vehicle was not here so there was not enough time to inspect, and if needed, make repairs in that short time frame (he was scheduled to bring the vehicle in on several occasions on the week of Dec.  5th but each time he did not show for his appointment).

  
  We were fully prepared to work on the vehicle several times but each time Mr. ****** didn't show.

   

  Respectfully,

   

  Frederick N******

  General Manager

  Scranton Motors, Inc.

  Customer Answer

  Date: 01/04/2023

   

  They’re still on this? I already told James I was proven wrong. Some things mentioned like appointments were true but I can’t be asked. Thank you 

  
  

• Initial Complaint

  Date:08/29/2022

  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.

  This letter is to David R*****, service consultant for Scranton Motors! My name is ****** *****, I had my 2011 SRX Cadillac truck towed there for service for overheating and a lack of power!! You kept my car for over a month, every other day you stated that there were other issues, rusted bolts on a Manifold etc., hub issues etc.!! But still not addressing the fact that my vehicle lack power. Since brought in it still lacks the same power now, to date. When the vehicle was brought in it had the engine light on and still does, you have billed my extended warranty for the sum over 6700.00 dollars and charged me an additional 459.00 for a deductible and a part that you broke because you could not get the piece off!! Also, the truck is performing poorly. Before I reached to my residence the engine light came on and it continues to lack power. The initial problem has not been addressed, so I am asking for a partial refund, so that I may bring my car to a suitable shop that will address my issues. My extended warranty company has been notified of this document that has been faxed to all above parties. I am very displeased with the service rendered, and I want to know how these issues can be addressed in a timely manner! Thank Mrs. ****** ***** Contact ###-###-####

  

  Business Response

  Date: 09/06/2022

  The vehicle was towed in for multiple concerns. Customers note below “Things wrong with the car” 7/18/2022
  Overheating
  Car losing power
  Right passenger rear hub problems
  Battery losing power
  Engine light is on.
  
  All of these concerns were addressed.  The customer declined the battery replacement so installed a battery that the customer supplied; this is something that we normally do not do, but we did as a onetime goodwill gesture. The customer did pay for the testing of the charging system & installation of $88.56
  
  The work that was performed was needed due to being worn or defective also the fault codes pertaining to the repair justified replacement of all of the parts, the extended warranty agreed and authorized the repair less the customer’s deductible $300.00 +tax.   The warranty would not pay to remove the rusted bolts or the installation of the battery this is the customer responsibly totaling $478.05
  
  Furthermore the vehicle was driven by master technician for 13 miles, then our quality control technician for 10 miles. Upon pick up the vehicle was also driven with David (service advisor) for another 12 miles for a total of 35 miles.  At that time the customer was satisfied with the vehicle performance.
  
  If the check engine light is back on it is very possible it is another concern but it will be needed to be diagnosed to determine what the failure is.  If it is determined that is a defective part that was just replaced all parts and labor are backed by a 2 year unlimited mile warranty at any GM dealer. 

  Customer Answer

  Date: 09/09/2022

  
  Complaint: ********
  
  I am rejecting this response because: See attachment.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 09/13/2022

   

  Good Afternoon,

  First, we would like to address the accusation that "their response was nothing but blatant lies". We have not been in business for 70 years because we lie to customers. Secondly, we may have had the vehicle for an extended period of time due to delays in warranty approvals and or parts order delays. It is by no means in our or anyone's interest to "lie" about anything.

  Thirdly, the warranty company would not have approved the repair regardless of cost if they did not deem it necessary after their evaluation of the complaint.

  The customers total out of pocket expense was $478.05, three hundred of which was the Deductible for her extended service contract. We would happily refund her the difference of $174.05. The customer can then bring her vehicle wherever she would like.

   

  Respectfully,

  Scranton Motors, Inc.

   

  Customer Answer

  Date: 09/19/2022

  
  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.
  
  Sincerely,
  
  ****** *****