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:09/24/2024

  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.

  Cosigned on a vehicle with my son in February 2024. Since then the vehicle has been at a dealership more than he has had it. They clear the codes , then can't replicate the issue. This vehicle will shut down at any given moment, lock itself in park and not move. It has been to 2 different dealerships trying to get it fixed. He has continued making the payments for a vehicle he doesn't have as it's in the service department for weeks at a time.

  

  Business Response

  Date: 09/30/2024

  With review of the service records (07-08-24) this vehicle came in as a service shifter message, the tech wasn't able to duplicate the concern, the vehicle was driven over 100 miles and with no issues and the customer picked the vehicle up. The Customer returned ********** with the vehicle with the same service shifter and this time the tech was able to duplicate and fix the issues. This vehicle has been driven again with no issues. Customer will be picking this vehicle up soon. The vehicle has come in on an ABS issues that was fixed as well on 02-24-24. 

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22334746
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ******

  Customer Answer

  Date: 10/02/2024

  This vehicle has been in a dealership service department more than **** has had it since he bought it. It has been in 2 dealerships, ********* Jeep many times before it was taken back to dealership service department where it was bought. Service personnel kept telling me they could NOT replicate the problem but cleaned grounds and connections then cleared codes. It has been taken back to dealership 2 times by a rollback tow truck and been there for several weeks each time. Last time we put 132 miles on it before it locked up again 

  

  Business Response

  Date: 10/08/2024

  With review of the service records (07-08-24) this vehicle came in as a service shifter message, the tech wasn't able to duplicate the concern, the vehicle was driven over 100 miles and with no issues and the customer picked the vehicle up. The Customer returned (08-09-
  24) with the vehicle with the same service shifter and this time the tech was able to duplicate and fix the issues. This vehicle has been driven again with no issues. Customer will be picking this vehicle up soon. The vehicle has come in on an ABS issues that was fixed as well on 02-24-24.

• Initial Complaint

  Date:10/09/2023

  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.

  We bought a brand new truck from Dodge, a 2022 truck and after only 1 year the roof started leaking. Took it to the dealership and they kept the truck for over a week we have called numerous times to check up on the status of the truck to which they said "I've left her a message and she will return your call" They have never returned our call. I used a different phone and finally got a hold of the service rep Nicole, to which she transferred me to the cashier and she had to explain to me what was actually going on with my truck. This business service is absolutely appalling and this is just unacceptable. I want them to fix my truck so I can use it again instead of giving me the run-around.

  

  Business Response

  Date: 10/17/2023

  In response to the concerns and desired resolution, we wanted to explain what has been happening on our end.  When Mr. ****** (owner of the truck) sent Mr. ******** 9driver of the truck) into service with the truck for a leaking windshield, we were not able to honor the request for a loaner vehicle during the service of the truck due to Mr. ******** insurance not covering the listed driver, Mr. Ivan ********, since he does not live in the home and this is personal insurance, not business insurance on his business use truck.  With that being said, Mr. ******** decided he would drive the truck until we were able to get the warranty approval from the manufacturer, which was a special process since it involved a windshield.  We have since obtained the approval, so a service appointment was scheduled between Mr. ******** (driver of the truck) and the window repair tech.  Although Mr. ******** was late for his appointment, the window repair tech waited for him.  Upon trying to fix and seal the window it was discovered that more parts were needed to make this repair complete.  Mr. ******** decided to take the truck home again until we received the ordered parts.  These have not been received in house yet, so the final service appointment is pending scheduling until parts arrive.   We are diligently working to fix this leak issue on the truck and gain a happy customer. 

  Customer Answer

  Date: 10/24/2023

  
  Complaint: ********
  
  I am rejecting this response because:I personally called to confirm that my truck is insured and covered. Therefore, the explanation that you cannot provide a loaner truck because we do not live in the same house is untrue. My truck is covered by business liability insurance, so are you suggesting that all businesses must have their employees reside at the same address as the owner to qualify for a loaner truck? Obsurd.

  
  Additionally, your service representative Nicole displayed rudeness, and it appears that the entire service department lacks customer care. It should not be this challenging to have a brand-new truck, which had a defect unrelated to any actions on our part, repaired. This situation raises concerns about your competence or your commitment to customer satisfaction.
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 10/25/2023

  We hear your aggravation regarding the insurance issues and understand your frustrations.  Our liability insurance requires us to verify with each customer's insurance company.  When we called, they instructed our service department that they would not cover drivers in loaner vehicles.  Therefore, we were not able to offer you or your employee a loaner at that time.

  As far as the repairs go, that has been completed and you have received your vehicle back, which meets the requested resolution.  We also detailed the headliner of the truck since there was some damage to that due to the water leak inside the truck.  We hope that you will give us another opportunity to service your vehicle in the future, as your needs arise.