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:03/31/2025

  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 began communication with Dayton Andrews on Monday 3/24/25 regarding a vehicle purchase: Dodge Durango GT Stock # A12470A. Spoke with Sales Manager ***** Fair. Dayton Andrews offered me a 72-hour hold on the vehicle for a $500 refundable deposit so I could discuss financing with my local ************* I signed a ******** for the vehicle to be held and to release $500 from my account; credit card information was provided. I was told the vehicle would be on hold until Thursday evening 3/27/25 at 6:00pm. I was provided a Purchase Order in writing. On Tuesday, 3/25/25, I with the written Purchase Order, I began to seek financing from my ************; on, 3/27/25, I was approved. I called to confirm when I would be picking up the car&WAS TOLD SOMEONE ELSE PUT A DOWN PAYMENT ON THE CAR AND IT WAS NO LONGER AVAILABLE WITH NO NOTIFICATION TO ME. IT IS ILLEGAL TO ACCEPT A DEPOSIT FROM TWO PEOPLE AT ONCE ON THE SAME VEHICLE. I was told that because I asked if the down payment was refundable, ***** offered the car to someone else. THIS IS A SCAM. I was simply confirming the law that deposits are refundable (ensuring that if my point of purchase inspection failed, I would be refunded the deposit). Dayton Andrews KNEW that I had a hold on the vehicle: I signed a Docusign on 3/24/25, provided credit card information to make my deposit, confirmed a 72-hour hold, and received a purchase order in writing to finalize my financing. We had multiple calls over multiple days. The last conversation I had with ***** Fair was left that the car was on hold and I was verifying the approval with my bank. The next time I called, within my hold window, I was told the car had a deposit from another customer DURING THE SAME WINDOW OF MY DEPOSIT. I promptly contacted the business, asked to speak with managers, left voice mail messages with managers, emailed ***** Fair (Sales Manager) and ***** ***** (overall Manager) and received NO reply. No call back. No email back. Complete silence.

  Business Response

  Date: 03/31/2025

  On March 25th, at 11:56 AM on a recorded line. While negotiating the price of the vehicle, you advised us that you would only take the vehicle at a purchase price of $27,600 out the door. We disagreed and told you we were unable to accommodate this price. You then asked to cancel the hold and canceled the deal. Which does happen... from that point forward we moved on to the next customer in a completely natural manner. 

  Nothing was done maliciously; you relinquished the deal when we could not meet on a number that you wanted. 

  Best of luck,

• Initial Complaint

  Date:01/06/2025

  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.

  December I purchased a 2020 Dodge journey from this dealership ****** aka ***** and was not told it was a flood car. It was not an insurance claim on it but it was definitely a flood car. The transmission went out the same day because it was flooded with water. I had to pay my personal mechanic to replace the transmission the water pump and thermostat. The dealership refused to help and would not let me speak to a manager. The Manager name is ***** Fair but you will never see her or talk to her because she will never answer or call you back. I went in person and she would not come out her office to speak with me at all. Only send a financial guy out to waist my time and tell me they can't help and I can't speak to *****. I didnt ask for much just them to be honest and own up to this and offer me a service or something for the problem I was told they will not do anything it's my problem and kick rocks. The need to be investigated for this because it's criminal to sell flood cars without letting the customer know.

  Business Response

  Date: 01/06/2025

  Please provide a repair invoice showing replacement of the components that you've detailed in this complaint.

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22767625
  
  I am rejecting this response because:
  The business asked for invoice from repair shop but refused to let me speak to a manager in person to resolve the issue. They never once asked to see anything they told me I purchased the car as is and its nothing they can do to help its ky problem. I never asked for a dollar amount or refund just for them to be fair about the handling this issue I have an invoice I can bring to the dealership for all parts and labor used to repair the vehicle if they are willing to own up to this and offer any kind of help

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

  Business Response

  Date: 01/09/2025

  Please attach the invoice that shows the repairs you've had made to the vehicle. 

   

  Thank you, 

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22767625
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 01/17/2025

  The invoices you've provided are fake, this is not a real business, the phone number on file is not a real business, and this business does not exist.

  Best of luck in your endeavors. 

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22767625
  
  I am rejecting this response because: The business is real the mechanic will testify in court I already spoke to him about this and he said he has no problem testifying. I will also get a video from him to prove everything is real. You guys scammed me and need to own up to it
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:12/04/2024

  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.

  I would give zero stars if that were an option. There were no issues with my vehicle when I brought it in for an oil change. While servicing, the tech rolled down my window and couldn't get it to roll back up. They manually pushed it up and acted like it was no big deal, but while driving it started to fall back down and will not close. They now want to charge me over $600 to fix an issue that they created, and unwilling to offer any discount or consideration. **** has a known issue with window regulator and I have already had to have this part replaced on multiple occasions, always at the dealership, to the point where I never roll my window down because this can happen. When I brought the vehicle back to address the window, the person completing intake also mentioned this is a known issue and he would never roll down the window of a fiat.If this is a known issue, why did they roll down the window and then refuse accountability for their actions? I was told due to tight quarters the have to roll down the window to ensure they get it onto the lift with no issues, but this was the passenger window and clearly there are ways around this - have someone watch from the outside. They knew this is an issue and did it anyway. Guess they were looking for a reason to find something to charge for. I had already prepaid for next year's oil changes but will not be returning despite their refusal to refund this as well.

  Business Response

  Date: 12/05/2024

  Thank you for bringing this to our attention.

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22638182
  
  I am rejecting this response because: it does not resolve the issue. I am seeking replacement of the damaged part or compensation for the estimate amount (attached).
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 12/06/2024

  No thank you.

• Initial Complaint

  Date:07/18/2024

  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.

  On June 7th, 2024 Dayton Andrews ****************** completed a series of service work. One of which was a new set of tires. Dayton Andrews originally quoted the correct size tires for my car(225/60R18 100H) however they installed (225/50R18 w95) I confirmed the quote before booking the service, however the day they installed the tires they switched them without informing me. Now my car does not drive smoothly, and is choppy in turns. I have called and texted to have them corrected, Was told the Service Manager is reviewing it. I have not heard back.

  Business Response

  Date: 07/23/2024

  The requested tires have been installed on the vehicle, per customer request.

  Customer Answer

  Date: 07/23/2024

   
  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. Dayton Andrews installed the proper tires quickly and without any additional expense to me. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/01/2024

  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.

  04/01/2024 I purchase a truck from the ********** location. I will list the issues in order;I agreed to a specific deposit and they charged me a service fee that they did NOT disclose. I called and questioned. I was supposed to receive the vehicle with a full tank of fuel and that did not happen, but when I got the vehicle it was so low it would not make it to the closest fuel station. I was promised an original window sticker for the vehicle and I received a 8x11" photo copy.I salesman and manager stop returning my calls trying to resolve. I should have received my paperwork and tag within the period of the temp. tag given but did not, and I had to call several times to finally receive a replace temp tag, but still have not received permanent tag. I have contacted the dealership even leaving several messages for finance mgr to general manager. we are now at 3 months. I have been stopped by the police and warned I can not operate the vehicle anymore or I will risk being arrested and vehicle will be impounded. I am seeking legal counsel to decide on what action I can take.

  Business Response

  Date: 07/23/2024

  Please be aware that as a result of the national CDK outage the dealership does not have any working voicemail (to this day, 7/23/24.) 
  The tag situation has been resolved.
  Vehicles cannot be transported with a full tank of fuel. Transporters refuse to take them.

• Initial Complaint

  Date:10/10/2023

  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.

  We are from ******* ** and we were on vacation in ********** in August out *********************************************************************************************************************************** great shape. Two days later we get in to head back to ******* because all hotels were being evacuated due to the hurricane and our van would not start. We had a mobile machanic come and he said it was the starter but there were no new starters within three hours of us so we called this dealership told them what the issue was and that we needed a starter they allowed us to have it towed to them for them to fix and then we would pick it up a month later when returning to **. We got a call from ****** saying it was the batteries my wife argued with him telling him there's no way bc she sat in the car and watched multiple movies on the screens while waiting for the tow and that all electronic features worked perfect. ****** told her she was wrong and said it was just the batteries and was fixed. She said she wanted the old batteries back and would lay core charge bc she knew they weren't mad. We got the car back and the old batteries were not in there we drove from the dealership to universal studios go to leave the next day and the car will not start same exact issues as when it went into the shop. We can the dealership talk to ******* who agreed it was there error and she agreed to pay the tow fee to have it towed to a dealership near universal. That dealership now wants to charge us ******* to fix things including the starter when this first dealership assured us the starter eas fine it just needed the new almost ****** batteries. I called the owner the next down supervisor left messages and no one has called me back. I told ******* that we asked for our batteries back and shouldn't have to pay the almost ****** when that was not what was wrong with our car.

  Business Response

  Date: 10/13/2023

  We have offered multiple resolutions to this concern as it applies to our business. We are removing ourselves from future interactions between the customer and another dealer.
  Thankyou

  Customer Answer

  Date: 10/16/2023

   
  Complaint: 20717651
  
  I am rejecting this response because: after speaking with the other dealer today they are saying we need a whole new engine and it seems the van has water damage. I need information about where my car was stored during the hurricane in August at the dealership and also why they charged me ****** for batteries when the van still had the same issues and many more issues now ontop of that. The dealership

  said they never once even test drove my vehicle which is insane.

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

  Business Response

  Date: 10/20/2023

  I've called and spoken with the service drive manager. He informed me that this is a miscommunication. The engine does not have internal water damage, it has not ingested water. Coolant / water is in a cylinder, he believes it is from a leaking EGR.

  Furthermore, a vehicle does not ingest water to the point of engine failure and then drive 200+ miles. 

  Please call and speak with your representative at *************** Dodge.

   

  Best of luck.

  Customer Answer

  Date: 10/25/2023

   
  Complaint: 20717651
  
  I am rejecting this response because: I will be contacting center Chrysler regarding your last response and touch base with them. The issue with you guys is still 1. ******* said she would reimburse with towing ($220.00 ) that still has not been done, she also said you guys would cover diagnostics ( not sure if that has been done yet ) and last my car still has the same issue as it came to you with and you charged me ****** for batteries I asked for my old battles back and said if pay the core charge and I did not get them back knowing they were fine bc I watched two whole movies in my car waiting on the tow truck.  My car came and left your shop With the same issues after you having it a month. You admitted that you never once test drove my car to make sure you fixed it properly.  I should be reimbursed the towing and also something should be done about all of this bc I was forced to rent a car to get back to buffalo twice and now have to fly back to Flordia to get the car  again 

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

  Business Response

  Date: 10/27/2023

  We have nothing to do with repairs being made at another dealership. That's between you and them, best of luck.

  Customer Answer

  Date: 10/27/2023

   
  Complaint: 20717651
  
  I am rejecting this response because: my complaint is nothing to do with the current dealership it's with your dealership. I have text messages from your dealership stating you guys were paying for the tow from universal to the current dealer from ******* at your dealership but now that we contacted the bbb you guys are refusing to pay for something that we have messages from you stating you were paying for this. The tow bill is ****** and an invoice was sent to ******* but we have not received reimbursement. Also, my other issue as I have said from the beginning was I told your service department ****** that I know it's wasn't the batteries and that I wanted my old batteries back and that I would pay the core charge and when getting my car back my old batteries were not in there. These are my issues with your company and they have nothing to do with the current dealership. 

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

• Initial Complaint

  Date:07/27/2023

  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 took my truck to Dayton Andrews Dodge in ********** because my truck transmission was into lope mode and after their diagnostics, they said I needed to replace my transmission Valve Body and it would be ******* so I gave them the go ahead. After they replaced it, I picked it up and drove it to work the next day, and on the way to work it starting going into lope mode again,so i contacted them again and took it back. Well they diagnosed it as the New Valve Body they put in was bad so they ordered a new one and put it in. I picked up the truck again after replacing the Valve Body for a second time and drove it to work, where once again it went into limp mode so i took it back in for a third time and ******* and two Valve Bodies later I have the same issue. So after them diagnosing it again now they say I need a new transmission and this might not fix the issue because there are other diagnostic codes popping up which popped up in the initial diagnostic test also, my issue is why didnt they tell me in the beginning the other issues may be causing this problem instead of saying the Valve Body needs to be replaced and that will take care of it. So I am out ******* and a truck thats messed up still.

  Business Response

  Date: 08/11/2023

  Upon review, no resolution has been reached for this case.

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20375380
  
  I am rejecting this response because:

  I do not understand how you can tell me the part I spent ******* to replace will fix the problem then when your  diagnoses didn't fix the problem, then you say well you need a whole new transmission and that still might not fix the issue.So you basically lied your way through on the first diagnoses and you rob me out of ******* and I am left with the same issue and your company basically is saying oh well.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/03/2023

  There was confusion on this case. Service manager has reached out to the customer and resolved the issue.

   

  Customer Answer

  Date: 10/04/2023

   
  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,
  
  *************************

• Initial Complaint

  Date:07/07/2023

  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 bought a used 2012 ********************* edition Call of Duty from ***** Arena, which they gave me lifetime oil changes. Being the vehicle is mostly kept in storage and not driven I get service once a year. Every year since I bought it this has been honored. Today I bought it to Dayton Andrews the new owner of ***** Arena and they tell me they have no record, not even a record that I bought the car from ***** Arena. Although, they have record of the Jeep being in my wifes name. After we paid the jeep off, it is in my name alone. I received text stating the Jeep was due for service. But, when I want them to honor the free oil changes they suddenly have no record of it. Resolution I want refund for oil change.

  Business Response

  Date: 07/07/2023

  You are complaining to the incorrect dealership.

  Our dealership is Dayton Andrews, CJDRF - Located at *******************************************************

  *********** order and complaint is intended for Dayton CDJR - Located at ************************************** - Dayton, ****.
  
  Best of luck.

• Initial Complaint

  Date:06/09/2023

  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.

  Good Day,We received an oil change from Dayton Andrews *** on 5/25/2023. On today, 6/8/2023, our low oil system light came on while about to stop at a store. Take 5 is across the road from that store. So, we had them check to avoid having to travel to Dayton Andrews ***, When we arrived, they checked our oil and confirmed that the dip stick showed no oil while the car was not running. Take 5 also showed me that when they would pour the oil in, it would run right back out! They found no cap on to keep the oil in. Along with a top-off discount, Take 5 did not charge us for the oil that was lost. When we arrived to speak to ************************************* about the lack of service on May 25th, 2023, he apologized for his staff being overworked but quickly dismiss having any ownership in the matter. He not only dismissed us without future service concerns but also refused to give us the corporate number, first name of person/s who did the oil change and any other issues that we addressed. We had to get his card from the front desk staff. My concern that the not having oil has caused damaged to our vehicle. We feel that ************************************* would have given us the same grief if our car had actually stopped. Proactive maintenance for my vehicle was why I was at Dayton Andrews *** but they caused reactive maintenance. We received backward services. This should not happen to a vehicle and all concerns should be address at time of visit, if there is an issue; and there wasn't.My resolution is to get in writing that if any issues arise due to the oil change incident, that our Dodge Journey 2020 is fully covered by Dayton Andrews ***. We also request a full refund of the oil change for $46.25 and a complaint written in regards to the service staff that serviced our oil change. We also want a complaint written against ************************************* for his lack of ownership in all areas. 1. Oil Change Invoice# ****** 2. Vin#***************** for any possible future related issues

  Business Response

  Date: 06/23/2023

  Despite the lack of consistency with your story and the paperwork provided. The unreasonable nature in which the Take 5 repair order reads, a claim that a vehicle traveled over ************************************ why the Take 5 repair order shows wiper blades and a single quart of oil. Regardless of the details, upon completion of the conversation here at our store. The lady accompanying you, which you identified as your wife. Decided to wad up brown paper towels from our bathroom and stuff them down our toilet, clogging it and flooding the bathroom. 

  Furthermore; walking around the dealership taking pictures of our employees with your phone without their consent.

  We will go our separate ways, please do not return to this location.

  Customer Answer

  Date: 06/23/2023

   
  Complaint: 20160730
  
  I am rejecting this response because there was no resolution. I've provided two emails. One before their response and one after. Please check the response. 
  
  Sincerely,
  
  ****** And *********************************

  Business Response

  Date: 06/26/2023

  There is no resolution.

  You have vandalized our property over a disagreement. When you do this, it is our belief that you're basically saying "I am never going back to this place." 

  Furthermore; we are no longer willing to service your vehicle. So at this point - we will go our separate ways.

  Best of luck

  Customer Answer

  Date: 06/28/2023

  Complaint: 20160730
  
  I am rejecting this response because:
  

  These are emails in response to an email from BBB because they not had recieved a response from Dayton Andrews *** from 6-9-2023 - 6-22-2023. On June 23, 2023, before Dayton Andrews *** responded on the June 23rd, 2023 ***************************** showed up to get his vehicle fixed and was rejecgted because of the BBB reported that still had not been reponed to at that time. See BBB email below:

   From:

  BBB of West *******, Inc.
  To:
  ****** and *********************************
  Subject:
  A message from your BBB
  
  This complaint requires action on your part. After reading this message - click here to view your options.
  This message originally read on 6/23/2023
  ****** And *********************************
  
  Dear ****** And *********************************:

  This message is in regard to your complaint submitted on 6/8/2023 against Dayton Andrews, Inc. Your complaint was assigned ID ********. 
  You recently requested our help concerning a dispute with the company named above. The company has not responded to us to date.  We are continuing to try to contact the company to obtain a response to your concern.

   If you have heard from the company please email us at

  ******************************************** or send us a letter letting us know if you have heard from Dayton Andrews, Inc..
  

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

  So, the original complaint was filed on 6/8/2023 but Dayton Andrews did not respond until after ***************************** showed up to let them know that the 2020 Dodge had broken down on 6/23/2023. The records will show that Dayton Andrews knew about the BBB report, by immediately responding after they got the report that our car broke down, but did not respond until we came to get our vehicle serviced on June 23rd, 2023. Dayton Andrews has tried to cover up their mechanics mistake by making false allegations about the plaintiff charater. A toilet over flooding is not vandelizing. Thje definition for vandelizing is as follows:

  vandalize
  
  verb
  gerund or present participle: vandalizing
  deliberately destroy or damage (public or private property).

  We know that Dayton Andrews *** sent the BBB response after ***************************** showed up on 6/23/2023 with a nonworking, damaged 2020 Dodge Journey SE because it lines up with the only conversation that was had with ***************************** about the BBB report; in return the character of the person repsonding to the BBB report has been exposed. The deflection on the main issue of taking ownership of Dayton Andrews *** mechanics mistake of damaging the 2020 Dodge Journey SE is trying to be replaced with false accusations of the the Thompsons character; not only that, as will be read, aggressive behaviour was done to ***************************** on June 23rd, 2023. This could have been an attempt to provoke *****************************, which misreably failed along with calling a toilet over flowing vandelism. That means that every guest who stoppes us the toilet with stool or even a child who floods a toilet by tossing a crayon in a toilet or even playdoh are vandelizers. This false image that Dayton Andrews is trying to present as a case against the ******** will be looked at as a joke and is in return exposing the true character of Dayton Andrews *** leadership in this conversation.

  BBB had been trying to reach out to Dayton Andrews but they did not respond until "AFTER" ***************************** showed up for repair on June 23rd, 2023. There was no mention of the toilet flooding during the appointment scheduling by the Thompsons on June 22nd. The ******** were not rejected to visit the location at the time of making the appointment. 

  This is the email sent to the BBB representative by ********************************* prior to Dayton Andrews verified response on 6/23/2023.

  On Fri, Jun 23, 2023 at 9:31?AM
  Good day,
  
  Please see below for responding email for our last update.
  
  So, since the last update: 
  
  Our Dodge Journey 2020 broke down yesterday on 6/22/2023. After getting off the freeway, the car slowed down and the brakes would not work. No lights came on to indicate the issue. My husband, ******, went this morning, on June 23/2023 to let Dayton Andrews Dodge know about the tow that we had coming from AAA next door. We had scheduled an appointment with Dayton Dodge after our vehicle had broken down. When ****** came to the 8am appointment to let Dodge know that we were waiting on a tow, instead of fixing the problem, a few men at the Dodge mobbed and kicked ****** out because of this related BBB review after being denied a first step resolution by the service manager. The employees at Dodge got very aggressive with ****** in a provoking manner because of the BBB complaint. They stated that we were no longer welcome there to purchase or fix anything. 
  
  Due to the recent incident by Dayton Dodge, we would like to add to the complaint that we were refused service due to wanting to get a resolution to this issue. We would like the cameras to be checked and the one who kicked ****** out, along with the team who watched, be reprimanded. We thought that it would be best to take the vehicle back to Dayton Andrews; where we last visited. The best business practices would have been to provide an excellent customer service experience. Instead we were kicked out from ever being part of the Dodge family again, which I believe and have experienced in other states that what we have experienced here in *******, is not anywhere close to Dodge practices. We fear retaliation again and also that we will be treated differently if we would ever step foot in any Dodge in *******. We love the Dodge brand and what more vehicles during our stay in ******* but fear that our entire family would have to venture elsewhere. Please provide us next step actions and an update on what will be taking place. The BBB response was that Dayton Dodge did not respond, however, pertaining to our experience today, they knew of the complaint. The violent nature that was presented to my husband ******, I fear that I will have to move my living address, seeing that  Dayton Andrews has it. 
  
  Sincerely,
  
  ****** And *********************************

  ------

  This is the email response to the BBB representative after ********************************* read the BBB review on June 23rd, 2023 which Dayton Andrews sent after ***************************** visit at around 805 am on 6/23/2023.

  Another update: 
  
  I just read their review about the flushing of the toilet and brown paper towels. This is a very ***** accusation which deflects the situation of Dodge not owning up to their mistake by attacking our character. My three children used the restroom, as always there, and flushed properly, as always there. This is a fabricated story to possibly not own up to what was done to our vehicle. Other customers, at Dayton Dodge, were there that day, so if that story is true, they need to check the cameras to seek another reason for their bathroom issues. We left the restrooms with no issues. We scheduled the appointment yesterday with no issues. Dodge stated that we were banned because of the BBB complaint and came up about the restroom visit, which in my opinion is ***** because that is not something that we practice. They responded today, after our visit. This is very suspicious. We are a family of ministers and pastors. We are here to only help the community and our vehicle is a big part of that.vWe as a family practice appropriate resolutions and expected for a resolution but instead we got retaliation. 
  
  Why would we revisit Dodge if we had done such a horrible thing to the restrooms? Them coming up with that story, after we visited today, was a way to make us look bad but God has seen it all and their motives behind it. That is not in our character and would also like for the cameras to be checked on the day that we visited the restrooms. In the end, let's get back to the initial reason. The oil should not be dry and the cap should not fall off, merely two weeks after an oil change by Dodge. We are standing up for past and future customers, who had no voice or will fear/feared retaliation from Dodges staff bullying practices. The service manager even admitted that his staff was overworked and missed minor things. The truth is that the oil cap fell off and the oil drained since our last visit, now our car has stopped working. We want a refund and proof of ownership for any future vehicle repairs that Dayton Andrews Dodge has caused or we will be prepared to take the next steps of action. One of my roles in the company that I work for was to grade ****************** The staff lacked empathy, ownership, a safe resolution during the one step process and efficiency by not rechecking the care the last two days that we visited.

  ----------

  The next response is the BBB representitive asking me to add the two email to this response:

  On Fri, Jun 23, 2023 at 3:52?PM *********************** <********************************************> wrote:
  
  Hello *********************,
  
  Are you wishing to use that text as your response? If you follow the link in the email, that was sent to you yesterday, you can respond to the businesss response to your complaint.
  
  Have a wonderful day.
  
  ***********************
  Trade Practice Specialist
  Better Business Bureau Serving West *******
  2655 *********************
  **********, ** 33759

  --------

  Jun 23, 2023, 3:57?PM to Kolbie

   Yes, I can use the last two responses as the response. Thank you!

  With that being said, Matters are to made right when a company is at fault.

  We expect Dayton Andrews to respond with the justice that **************** and ************************************** deserve.

   

• Initial Complaint

  Date:10/04/2022

  Type:Order 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.

  We had gone to Dayton Andrews previously to see if we could trade in our vehicle and work out a deal. They said they couldnt get anything done. So we left. On September 17th, they contacted my boyfriend (******) about being able to work out a deal if he put $5,000 down that day and if he could pay $1,500 within 2 weeks. Then when he got there they wanted $5,000 down that day and then $4,000 within a month. He said he couldnt do another $4,000 within a month. They asked him to sign a piece of paper claiming that he would pay it back within a month but orally they said dont worry about that just call and set up a payment plan with us. We trusted their word. Come to find out today theyre wondering where their money is. It hasnt even been a month yet and they want their full $4,000 even though they said we could make installments on it. They pushed and pushed us to make this deal work and now they cant even follow through with their word.

  Business Response

  Date: 10/04/2022

  We have resolved this issue with the customer