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:04/23/2025

  Type:Sales and Advertising 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.

  The side sliding doors on my Dodge Caravan tried to open while driving 70 mph on the interstate, with my wheelchair bound Daughter sitting next to it. When I took it to the mobility store where I bought it, they told me that Dodge was aware of the locking mechanism malfunction and had an extended warranty placed on it. We took our van to this dealership and they denied the repair because they said we had ***** miles over the limited warranty. I called Dodge corporate customer service and they refused to fix the faulty locking system simply because I had driven the van too much and I did not qualify for the repair. They acknowledged that they had received several letters from owners of Dodge Caravan ********* reporting faulty door locks. I own a 2019 Dodge Caravan with a ***** wheelchair ramp. They are wanting to charge me $3,000 to have their faulty equipment replaced. Two times the side door started to open while driving 70 mph on I 10 in Jacksonville *******. Dodge refuses to fix the faulty locking mechanism, putting my disabled daughter in a life threatening situation. Simply because I drove the van too much.

  Business Response

  Date: 04/23/2025

  We are sorry to hear about the issues this customer is having with their van.

  Unfortunately, this is a warranty issue. At the dealer level, we are unable to override the decision made by the manufacturer in regards to paying for work to be completed under warranty, as the parts and labor need to be paid for. If Chrysler does not agree to cover the repair as stated, this leaves the customer responsible for repair costs. 

  Thank you for the opportunity to respond to this customer's concern. 

  Customer Answer

  Date: 04/23/2025

  I do not have the information of the manufacturer. I do not know how to proceed with this complaint and resolve this matter.

  Business Response

  Date: 04/24/2025

  The manufacturer is **********. They can be reached at **************. 

  Customer Answer

  Date: 04/24/2025

  This is the number for ****************************, not a manufacturer.  I have never used this company for anything. 

  Customer Answer

  Date: 04/27/2025

  I believe the dealership should be reaching out to the manufacturer and this issue should be considered a recall since the door locks are not related to how many miles are on the car and it is definitely faulty safety equipment.  If there is a different place I should be filing a complaint against, please give me that information and I will file a complaint against that company.  Dealerships should have some responsibility in the product they sell and the safety of their consumers. 

• Initial Complaint

  Date:03/18/2025

  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 was charged for a service that was proven to not be done. I took my car in for a diagnosis and was told it would need 5 man hours of time for the engine to be broken down and looked at. My car was kept over a week and give back without repairs due to the fact they had my car sitting around not getting fixed and lied to me about it being broken down already so they would not allow me to get my car. They didnt update me with the status of my car for days on end. I had a new mechanic look at my car and fix the car. He said the car engine had not been broken down at all he could tell they lied. I can provide his info he said he will speak on my behalf he is a known mechanic at USA Tires Automotive. He figured out it was my head gasket within no time. He said any mechanic could tell and that they blantantly scammed me. My aunt paid with her credit card over the phone and they let me sign for it. Then they texted me a text saying we will recieve no discount after days of my car sitting in their shop. They basically BLAMED me for asking for my car back after days no repair and I had no vehicle to get around. I told them I am a single dad this was my only transport and Chelsea Jackson was my service advisor. She had an attitude and pretty much took days off wasnt answering or responding or updating me for days. This place needs to be investigated and I wont stop until I recieve at least a refund for the extra 5 hours or mechanic work they charged me for. Only thing I recieved was an oil change from them. My engine light came on a few minutes after I pulled off their lot. They knew coolant was in the oil and still didnt tell me I needed a new head gasket. They pretty much let it sit to charge me for work that was not done no telling how many people have been scammed in this way. They showed me no proof of work no broken down engine components pictures nothing of proof. The mechanic who fixed it said he saw a few loose valves thats it. All dust on screws showing they lied.

  Business Response

  Date: 03/18/2025

  We are sorry to hear this customer had a difficult service visit with us. We understand the difficulties that come with a vehicle’s mechanical failure and the impact it can have on their schedule and finances.

  This customer initially approved an initial diagnostic on this vehicle. When it was determined that there was coolant in the engine, we provided the customer with this information and requested approval for additional tear down time. The customer agreed before it could be completed, the customer contacted us via phone and told us they had changed their mind. Their financial circumstance did not permit additional funds or time for the repair to be completed. They stated the full time driver of the vehicle was not able to miss work or continue paying for a rental and needed their car back.  The customer refused any additional work and had us put the vehicle back together and they picked it up the next day. 

  Every shop has their own requirements and processes for their facility that are required. To speak on their processes would be an insult to both companies which is unprofessional at minimum. We respectfully decline to comment on the other shop’s diagnostic service, recommendations, or scope of work. Every shop has their own requirements and processes for their facility that are required. 

  The additional repair being referenced for refund is the reassembly of the engine, which the customer specifically requested. After explaining there is a cost to reassemble, the customer still demanded the car be reassembled for pickup. They were provided all of this in writing prior to arriving the next day to pick up. The payment was for services rendered and was due and payable.  At no time during this period of communication did the customer or the other two people involved with this vehicle request photos of the work and they spoke with 2 department directors as well as their Service Advisor. 

  We did not provide this customer with the requested diagnosis because diagnosis was not completed. Had we been given the time to complete the approved work, we would’ve been happy to provide our diagnosis and recommendation for repair. The customer was advised that the problem they were experiencing was NOT repaired or addressed and therefore, they would continue to have issues with the vehicle so it seems reasonable that they left with a vehicle that was still having problems because the customer declined for us to finish the work. 

  We respectfully reject the customer’s request for a refund. They freely chose our facility, approved the work, approved additional work and then changed their mind after the approved work was started, all of which was clearly communicated to all 3 customers involved in this matter. 

  Customer Answer

  Date: 03/19/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 23082132

  I am rejecting this response because:

  WE only agreed to 5 man hours and an oil change and was NOT informed of additional charges. We agree on an amount arpund $1500 and was not initially told there would be extra charges for reassembly. Like I stated the engine was not broken down and my car was held for days. The calls are recorded I am sure and we only agreed to a $1500 dollar amount I guarantee you that. A partial refund would make sense. I only asked for my car back after days of no update and no work being done and pictures were requested. I called for days with no response from the service advisor. Why would I trust you guys to fix the issue. This is scamming and I will take further action this is very unprofessional and like I stated my aunt was not there to sign but I was rushed to sign for her before they even explained the issues with car in person which was a red flag. At no time did ANY mechanic come to me and offer to explain the issue or show proof so I will take further action. THANKS.

  Regards,

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

  Business Response

  Date: 03/20/2025

  We stand by our decision to issue no refund as these services were rendered, and were due and payable. 

  All 3 customers agreed to have diagnostics performed that was in progress, which was the stated estimate amount being referenced in this complaint for refund and they changed their minds, which is within their right but there are fees associated with that decision. The customers were informed as soon as they indicated they wanted all work to stop and the car be put back together. Person 3 was counselled by 2 Directors at the dealership and even offered to work with them on the cost of the repair. Reassembly is labor and we charged them our posted labor hourly rates to complete that work. The customer was offered the option to tow the car out AS IS, without being charged for reassembly and Person 3 specifically stated they wanted it to be put back together so Person 2 could continue driving it until they had enough money saved to have it repaired at a later date. 

  Person 1 who was responsible for paying this bill was sent a payment link to pay this bill for the customer filing this complaint and it was paid via the secured link. The complainant (we shall name as Person 2) did not sign for the credit card payment.  However, Person 2 did sign for the vehicle at pickup, which was under the name of the 3rd person who was involved with this vehicle. It was stated by Person 3, that Person 2 is the one who drives the vehicle full time and none of the involved persons requested that we hold the vehicle for Person 1 or Person 2 to pick up. 

  As such, Person 3 is the one who was informed, via recorded call, that there would be a charge for stopping the work and putting the vehicle back together. Person 3 also stated that the link for payment should be sent to Person 2 as they are just the person involved who is paying the bill.  Person 3 was informed that they would be charged for reassembly and 3 people at the dealership advised this person against this. Under the repair, the reassembly would've been covered. Even after being advised of the aforementioned information, Person 3 still demanded that the reassembly be done. The dealership is not responsible for offering a discount because they changed their mind or disagree with posted labor rates. 

  The dealership has abided by all 3 customer's requests during this process. As stated in the previous response, we were not able to tell the customer what was wrong with the car because they told us to stop working on it before the diagnostic process could be completed and the cause of the problem could be determined. 

  Customer Answer

  Date: 03/20/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 23082132

  I am rejecting this response because: 

  Services were not rendered as stated. They are running a scam and this isnt the last you will hear from me. Thanks

  Regards,

  Quentin Rushing

• Initial Complaint

  Date:02/11/2025

  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.

  On February 1st I went to **************************************************************************** united States for service and I was told that they couldnt not change my oil due to it was shooting everywhere. When I asked about the warranty on the engine and I was told it wasn't cover because I didnt bring it back the next day and I was unaware of the issue until I took it back in for service on February 1st. They was asking for 2000 instead of upholding there 5 year and ******* miles warranty I have on the car.

  Business Response

  Date: 02/11/2025

  We are sorry to hear this customer has had a difficult service visit with us. We understand the frustration of a vehicle being down and the massive inconvenience it can cause in all areas of it's owner's schedule. 

  In October 2024, this customer had an engine replacement under their Powertrain Warranty. The warranty being referenced by the customer in this complaint is for the long block of the engine itself, which is all that is covered.  The leak is occurring on a component that is not covered by the warranty. 
  
  Since that replacement, the customer has had no issues with the vehicle to our knowledge. 

  
  They come in and had a routine oil change in November 2024, after about ***** miles,  during which a multi point inspection was performed and no oil leaks or signs of an oil leak were present. The customer was recommended a couple of tires and an alignment but declined. 

  
  Then, the customer came in again on 02/03/25 for another oil change after another ***** miles. At that visit, during the multi point inspection, the customer was advised that we noticed oil leaking and recommended they get in to have it looked at. We advised the customer that no oil change could be completed as this would be completed during the repair of the leak.

  
  The customer came back a few days later for that appointment. During the diagnostic process, it was determined that the timing cover is leaking. Unfortunately, the warranty on the long block does not include the timing cover and the customer was provided a quote for the repair and has declined the recommended repairs at this time. We are unable to override the stated warranty coverages at the dealership level and we have recommended the customer reach out to **********, who provided approval for the long block replacement under the customer's Powertrain warranty, to see if additional assistance can be offered. 

  The dealership is willing to complete the necessary repairs either under direction of Stellantis that they will be covering the cost of the repair or upon approval from the customer that they will cover the charges for the repair. We are unable to complete these repairs until this approval is received. 

• Initial Complaint

  Date:01/30/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Purchased a 2022 Dodge Ram 2500 from Jacksonville Chrysler Jeep Dodge Westside in Jacksonville. On the day of purchase, I also paid for air bag suspension to be installed by the dealership. The installation was not done until March 2024. Upon pickup, I was told they had a leak in the airbags they could not locate and needed follow-up appointments. After multiple week-long follow-ups, the problem still exists. I worked with the GM and service manager for months. After the problem continued to exist I wanted to contact the Owner of the dealership but instead was referred to the Customer Relations Director on 9-25-2024 to present. At this point, I no longer get any communication from the GM or Customer Relations Director. After months of waiting on parts from the airbag manufacturer, I asked for requisition numbers and no numbers were given. that is when we found out that parts were never ordered. January 2025, I emailed and left several messages for the GM to request my money back so I could get the air ride fixed by a professional shop, with no reply.

• Initial Complaint

  Date:11/12/2024

  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.

  1 I have a 2017 Ram 1500 . My vehicle shut off on me and would not start. I have had my vehicle in this location several times . Its been there for 2 weeks the only time I heard from someone is when I called them . The tech informed me that my motor was shot. When I asked him how did he come to this conclusion or how could this happen he told me that he couldnt tell me what caused it all he knows is that he started the car up white smoke came out the tail pipe and that means my motor is shot. Then he said it would cost me anywhere from 7000 to ***** to fix. Really wasnt worth it after I told him to find out what happen or caused my motor to go bad on a 2017 with only ***** miles. I purchase the truck it had ***** miles. I am so confused. His reply was . to be honest its not worth fixing and he can hook me up with a sale representative .I not heard anything from him but I did receive a call from a sales representative . I signed a paper that says that in order for them to even look at my car it would cost 400 dollars. Why am I paying 400 dollars when you cant even tell me what the problem is? What did you even do beside start my vehicle up. At this point I still owe ***** on a vehicle and nobody to this day has called me.

  Business Response

  Date: 11/22/2024

  The customer's issue has been resolved. They are working with their insurance regarding the recommended motor replacement. Documents have been provided to customer regarding the visit. The vehicle's engine is leaking coolant into the engine, as noted by the discolored oil. The customer declined further diagnostic repair at this time and is moving forward with her insurance as they stated it could be a result of a vehicle accident earlier in the year. Will continue to work with this customer for their needs and we sincerely appreciate their business and the opportunity to help with such a difficult situation. We also want to congratulate the customer on their new vehicle! I

• Initial Complaint

  Date:11/08/2024

  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 Sept 30th, I took my 2016 Chrysler 300 to the mechanic shop because it cut off while I was driving, and it had not been cranking up fast as usual. My picture proof dated 9/30 shows my engine light, and a red solid light was on upon arrival for service. I was told several different things on the length of time needed for the diagnosis (I was told 4-6 hours// then 3-4 days). I never was able to reach the customer service rep who checked my car in. Noone wanted to give me a status update just wanted to pass messages. On 10/11, I made a face-to-face visit and was told that in all this time they couldn’t duplicate the code/issue… then representative *** lied and claimed my car had no codes 9/30 when it came in. I requested to be shown the codes from 9/30, when I brought my car in. Guess what they didn’t even put car on machine. They said my car had no codes nothing they could duplicate. I saw no paperwork for 9/30 showing they even coded the vehicle when I brought in… Code check on 10/11… showed sensor needed for front window. I refused to take my car knowing it was not fixed and had not been properly diagnosed. After having to go round and round with Department Manager *** he said he would check fuel pump(s) under the seat and really diagnose the car. 10/18 I spoke to a rude male who said my car was ready even sent me a email claiming I was rejecting service. This man was told to please have Department manager *** call me back since he was refusing to pass the call; later that same day a lady called back I specifically asked for *** she said *** said they duplicated the codes they going to fix my car. It is now 10 /26… I have not even gotten a courtesy follow up call. 11/1- I made a face-to-face visit again. Now, *** claims they could not duplicate the codes threatened to lien my vehicle; I advised him of the 10/18 phone call lady said y'all was fixing my car. Managers supposed to pull call and f/u in 24 hours. It is now 11/8 Chrysler still has my vehicle. Help.

  Business Response

  Date: 11/08/2024

  We have ran test on the car for days and can not duplicate the problem... Unfortunately we can not fix something that we cant duplicate.. As much as we would love to work on the car there just isn't anything we can work on. 

  Customer Answer

  Date: 11/12/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because on 10/18 a female rep called my phone and said those codes were duplicated and my car was going to be fixed. 11/1- company said they were going to pull the call I have not heard anything about them pulling the call. Also, company has not provided codes from date of service 9/30 when I originally showed up Where are the codes from September 30th, when I brought the car in? What were the original codes? Since you need them to use for duplication/comparison.  This company has been lieing and gas-lighting for almost 2 months.  I need company to pull call like they said they would where female  rep called me and said they duplicated the codes and they were fixing my car. I need proof of codes from 9/30, when I brought my car in. I need this company to fix my car. This car shut off while I was driving it and stalls when cranking. I am scared to drive this car and it break down again. I need my car fixed or I need to speak to district manager over the company.

  Regards,

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

  Business Response

  Date: 11/12/2024

  We are sorry to hear this customer is having an issue with their vehicle.

  The vehicle has been looked for the allotted diagnostic time that the customer originally approved. When the issue could not be duplicated and the customer was informed, the customer refused to take possession of the vehicle. We have gone above and beyond working with this customer on the issue they seem to be experiencing intermittently. We can confirm that the customer has been advised on several occasions to pick up the vehicle as there is no issue that we can determine at this time. 

  As shown by the records attached, the proper diagnostic procedures were performed. We even repeated the process twice more at no cost to the customer and wrote off the balance despite the customer approving the bill.

  As the customer refuses to take possession of the vehicle and refuses to pay our technicians for additional diagnostic time to keep working,  it has been designated as an abandoned vehicle and will be towed out at the owner's expense if not picked up.  We make every effort to assist customer's having vehicle problems but we are business and will not do the work without agreement from the customer to pay for services rendered . We respectfully request that the customer pick up the vehicle in a timely fashion to avoid towing fees at this time. 

  Customer Answer

  Date: 11/13/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: I am rejecting this claim of abandonment and allotted diagnostic time response.   I was told and led to believe this entire time my vehicle was being fixed. This information is based on a 10/11 conversation with Service Manager ***  and a follow up call on 10/18,  wherein a female Chrysler rep called me and  CLEARLY  stated, "*** said the codes were duplicated and my car was being fixed".  On 11/1/2024  ******************* said he will pull the call (I am still waiting). Also, my  phone records will show that several back and forth attempts within the first 24 hours about my vehicle were made and I was eventually advised that a diagnostic takes 3 days (******************* pull call). I tried to be patient and work with your dealership because *** said you guys were short staffed and  I gave you extended time to diagnose my car because of the hurricane.  So, This company broke their own allotted diagnostic time agreement.
  From September 30th - October 11th  Chrysler Jeep made no initial contact with me about my vehicle.  I made a face to face visit on 10/11, because I was not successful in reaching anyone on the phone who would give me a status update on my vehicle (******************* pull the call).  Your Chrysler staff  would only agree to pass a message and said I had to speak with the lady who checked in the vehicle 9/30 ( ******************* pull the call). 
  On 10/11 ,I came to the facility and spoke earnestly with Service Manager ***.
  On 10/11, I showed *** a picture and a video from 9/30/24  of my car's dashboard showing 93,952 miles on my car,  9/30  video also showed my car had a solid engine light and flashing solid red light.  *** and I started probing the vehicle's problem then Service Manager *** said it may be the fuel pumps under the seat causing the issue because it is two of them and he described and explained how they work together.  When I left Chrysler 10/11,  I was led to believe *** was going to check the fuel pumps to see if that was the reason the car shut off. So, as of 10/11  me the customer still thinks her car is getting diagnosed. My conversation with the service manager led me to believe *** was going to honestly check the fuel pumps to see if that was the reason the car shut off while I was driving it. 
  P.S. The only reason Chrysler ran a diagnostic on 10/11 is because I went round and round about wanting to see the diagnosis code list from 9/30 and I found out they did not have it.  Someone erased the 9/30 codes without documenting the 9/30 codes so now the car is showing them no codes they need to fix the car.
   It is now 10/18, I am calling Chrysler yet again for an update on the vehicle. Call record will show that I spoke with a male who refused to pass the call to *** and would only take a message. I asked for *** to call back but later a female rep called back and I immediately asked to speak with ***. 10/18 Call will show that the rep said *** said the codes were duplicated and the company was going  to fix my car. I am  waiting for *******************  to pull the call.  From 10/18- 11/1,  I the customer believe that my car is being repaired because the Chrysler rep called back and said *** said that the codes were duplicated and the car will be fixed. Your claim of abandonment is false and basely and your staff said they were not charging me because nothing was done.  I refused to take the vehicle 11/1- because you did not fix my car as promised. Your Chrysler staff have been lying for almost 2 months driving my car around the city putting unnecessary miles on my vehicle while lying saying they are going to fix the problem.  Your procedure says nothing about my car having excessive miles above 93,952. I have gone above and beyond customer patience dealing with Chrysler liars and  staff members.  Please check the fuel pumps as promised. My Attorney is on standby. 
  
  

  Regards,

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

  Business Response

  Date: 11/14/2024

  We understand the customer's frustration over the intermittent issues.

  The issues being experienced can not be duplicated and customer has been advised multiple times. We can not diagnose a spirit and we can find nothing mechanically wrong with their vehicle. We will perform no further work unless the customer pays for additional diagnostic time. If the vehicle is not picked up in a timely manner, we will follow required processes to remove the vehicle. This is not the route we prefer to take and we are giving the customer every option to avoid this as it can cause further hardship and financial strain for the customer. 

  We respect that this customer disagrees with the timeline and the outcome but we also respectfully refuse further work on the vehicle without being paid for our services. 

  Customer Answer

  Date: 11/14/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: The “spirit” comment is a NARCISSISTIC offensive comment for many reasons already stated about the STAFF and MANAGEMENT at the SHADE TREE on COMMONWEALTH. Your NARCISSISTIC “spirit” comment is egregious and you should be demoted. The Staff at Shade Tree Mechanics should be ***** ******'s new name for y'all. Do not try to  profile me like I couldn’t or can’t pay for services. How much do I have to pay to have the fuel pumps checked? Why am I just now hearing about this? Why was’t checking the fuel pumps a part of the diagnosis if I said my car cut off while I was driving it? Why does my car have 50 extra miles on it? Questions, Questions is all I still have because my car is not fixed after 2 months. Narcissistic comments, lying and gas-lighting combined with profiling is too much. You who wrote the comment are the expendable ones . Especially when you try to run good customers such as myself away.

  Regards,

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

  Business Response

  Date: 11/15/2024

  We consider this matter resolved as the customer did pick up the vehicle. 

  We have intended no offense to the customer with the comment regarding the spirit: it is simply not a service we provide and we can find nothing mechanically wrong with the vehicle. We wish this customer going well and hope they are able to find resolution to their issue. 

• Initial Complaint

  Date:11/04/2024

  Type:Sales and Advertising 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.

  Purchase of 2018 ***** Odyssey on 09/21/2024 Agreed upon financing amount of $28,999 on initialed scratch paper - Upon printing the final agreement the dealership adjusted the financed amount to $32,494.76 after finding the total payoff of the traded in vehicle ****** GX 460) was approximately $4,000 less than disclosed in conversation. There is no itemized list for the sales price of $26,481.85 on the ***** Odyssey that was listed online and at the dealership for $22,800. Verbal agreement was made to remove two warranties that were denied at time of purchase and that a check in the amount of $2,498 would be sent to the lender (VyStar). This check was supposedly mailed out on 9/30/2024. VyStar has not yet received the check towards the principle balance of the auto loan. Complete lack of communication and follow through with action at this dealership. Seemingly a scheme for a handful of people to miscommunicate in this matter.

  Business Response

  Date: 11/12/2024

  This customer's concerns were addressed by our Finance Team. We apologize in advance that more detailed information cannot be shared, due to the sensitive nature and for the protection of our customer. 

  The representative at the customer's banking institution gave us the wrong address which we mailed the initial check. The check has since been reissued and showing as received by the banking institution at the correct address. Our Finance Manager *** was able to address the remainder of the customer's concerns. 

  If the customer requires anything further for this case to resolve, please let us know. 

   

  Thank for the opportunity to address the customer's concerns. We appreciate their business. 

  Customer Answer

  Date: 11/15/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Thank you for the follow through on the concerns, I appreciate it.

   

  Regards,

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

   

• Initial Complaint

  Date:09/19/2024

  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 Sept 9,2024 my 2015 dodge Journey would not start, when it did start I noticed a check engine light. I went to **** **** and they diagnosed a crank shaft position sensor default. Since I have warranty from ***** **** **** I went to the dodge service center on Sept 17,2024. The representative ******* said that ***** **** **** would pay for everything even the diagnostic. I left the car went home never received a call. Next day I called and ******* told me when they went to put the car in the shop there was no check engine light and they could not perform the diagnostics. I was concerned why didn't they call me to pick up the car since they could not perform the diagnostics, hence they could not make any repairs? ******* said they would try to start the car to see if the check engine light would appear, so they could have ***** **** **** pay for the diagnostics and repair. They have yet to return my vehicle and since they can't perform any diagnostics nor repairs. A diagnostics can not be done if the car has no indication of a problem. I was told the warranty would cover everything. No estimates no authorization to work on the car so far.

  Business Response

  Date: 09/19/2024

  We are sorry to hear this customer is having issues with their vehicle.

  After reviewing the information provided, including service documents and communications with the customer, we stand by the diagnostic charge of $264.00 (plus applicable taxes and fees for a total of $320.69).  In most cases, this initial diagnostic time, standard of 1 hour, is sufficient time to determine what's needed to resolve the issue. This might include additional approval for more diagnostic time or, we may find the cause of the issue and make recommendations on what's needed for repair so we can work with the warranty company to get approval. We require all customer's to agree to this policy before moving forward with any work. This customer was sent a text message to accept these terms once explained and as shown, they accepted the terms on 09/17/24 at 08:26am via text. 

  This customer was advised during their initial visit to the dealership that IF repairs are required and approved by the warranty company, warranty would also pay the diagnostic fee.  In the event that the repairs are not needed OR denied by a customer's warranty, the customer is responsible for the diagnostic charges. In this instance, the customer's concern was not able to be duplicated: there was no check engine light on. The technician worked for almost 2 hours trying to duplicate the customer's concern (get the light to come on) and was unable to do so. 

  We recommend the customer reach out to their warranty provider if there are questions about the level or types of coverage that they carry. Due to the sheer number of companies offering warranty coverage, we feel the company who offers coverage is the expert in their products.   

  This customer will be responsible for the diagnostic fee they agreed to pay. The customer was notified that the vehicle was ready to pickup but the vehicle has not yet been picked up. A link was sent to the customer to pay the bill via a secure link or they may choose to pay the bill in store during normal business hours: 7am-7pm, Mon-Fri, and 7am-5pm Sat. We look forward to doing business with this customer in the future. 

  Customer Answer

  Date: 09/20/2024

  I am sorry to hear the stand the service center has taken and their procedures in giving customers the worse service and care to their clients who need to keep their vehicles safe on the road.  As the records show I stopped in their shop since my car had a check engine light on indicating a malfunction. I emphasized to the person they needed to get warranty company approval before proceeding  with anything on the car. I told her not to proceed should the warranty company not accept. ******* verbally told me that there was not going to be a problem and by me accepting a text message was not compromising me. The company would accept the procedures. They can't produce my concern because very cleverly there text or form doesn't provide a place where the client can express not to perform work on the car, nor to reject any work. The client is forced to accept by them selling the client that the warranty company will pay.

  Common sense and any mechanic will tell you can not run a diagnosis on a car if there is no check engine light, nor a computer failure. They should have told me there is no check engine light so take your car back and we not waste your time nor ours. They held onto the car to try to get a check engine light for several days and charge me for a diagnostics they could not perform, as the person states in their letter. They state that it only takes one hour to know what is wrong with the car. Why did they keep it several days, when the car had no indication of any problems? Once again the service doesn't provide an option in writing for the customer to refuse work on the car prior to any charges. I have reached out to my warranty provider and they have sent me a list of reliable shops that I should go to instead of using Dodge service centers. 

  I filed my complaint with BBB on 9/19/24. I had not heard from the service center nor did I get any calls from them since. I received an email at nine p.m. when the shop hours operating hours up to seven p.m., stating to pay the $320.69 or I could not retrieve my car. So that night I paid the charges so I can go pick up my car the next day. Sorry to say this service center has a low standard of operation and treating clients. Although I am on a fixed income I guess they need the money more than I do. I feel as though I got a sucker punch from these people and I have made a contribution to their holiday party. Enjoy.

  Business Response

  Date: 09/23/2024

  We understand this customer's situation with regards to their finances. The fact remains, a technician worked on this car and deserves to be paid for their time that was spent trying to address the concern he was experiencing. Our technician did everything in their power to duplicate this problem so that we could resolve it. The customer had the option to respond "N" for no to the estimate that was provided in these documents for the diagnostic or verbally state NO when presented with the options. The customer chose "Y" for yes and we proceeded with the work as requested. 

  The warranty company chosen by the customer has a specific set of procedures that must be followed in order to have necessary repairs covered. Any deviation from that could cause undue financial strain to a customer with regards to the warranty and it's coverages. Our dealership takes this seriously and follows the requirements of the warranty coverages to ensure that repair bills are covered properly. 

  The payment request was issued when the work order was invoiced. This is standard procedure as the majority of our customers prefer to pay their final bill before arriving to pickup their vehicle. Our system shows that the payment request triggered by this was sent to this customer via text and email at 6:50pm. When they choose to open the message and response, is up to the customer. As shown in these responses, the customer waited until 9pm to do so.  These messages are sent/received within 3 minutes as customers who check out in the store with us also utilize this payment method as well. The only message that the customer receives is included in this response. 

  We wish this customer well and hope they are able to review their warranty policies and coverages prior to choosing another service center to avoid this situation in the future. 

  Customer Answer

  Date: 09/24/2024

  I understand the position the company wants to take is screw the client and they need to charge for nothing. I was not given an option to not accept the work on the car even though I told the female not to work on the car if my warranty company was not going to accept the repair. She insisted I accept that they would find the way for the warranty company to pay. I never got a courtesy call that the car did not have a check engine light on. I was never told to return and get my car and bring it back should the condition show up. Today I went to the store with my wife and as we where leaving my car stopped operating and once again check engine appeared. My question is why did the dealer work on the car without a check engine light on? They must not have a good mechanic since he did not fix the problem. Attached is a photo of the car check engine light on. Again the dealer insist on not fixing a problem and get paid it.  

  Business Response

  Date: 09/25/2024

  We are sorry to hear this customer is unhappy with having to pay for services rendered. The outcome of diagnostic work is not always favorable and we feel deeply for customers who experience financial hardship as a result of repairs. The customer maintains they weren't given an option but the text messages are system generated, not able to be edited, and clearly give the customer the option to accept or decline services and we provide that option in store after explaining the diagnostic process. We make this process transparent for the customer and we realize the stress that an unexpected outcome may cause. 

  As previously stated, in order to submit a repair to warranty, we must first go through diagnostic to determine the issue. Warranty will not discuss whether a repair is covered or not until they have this information and as much we would like to force the warranty to cover everything for the customer, we don't have that option. 

  It seems as though this customer is experiencing an intermittent issue with the light but there were no stored or active codes in the paperwork during their visit. If the light is back on, we hope that the servicing dealership will be able to assist them in determining the problem. 

  We understand the customer is disputing that he doesn't feel he has to pay because no repair was completed but work was done and the customer was charged appropriately for the services rendered. Adequate and proper documentation of the charges was also provided. 

   

  Customer Answer

  Date: 09/25/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: It is obvious the company stands on the charges made and the way they operated. The pressure sales to sale a car as is to service a car is obvious. They have a text generated so the client is obligated to sign to check the car. Common sense tells me if they cleared or didn't have any malfunction indicated, it would have been proper to call the client and tell them they will not continue to perform any job and have the client take back his car. This center obviously interested in hooking the client for a job not performed. They say no check engine light was on however they proceeded to start the car engine twenty times to see if they could duplicate or have the car reflect a check engine light. This reasoning makes no sense. Now the person states that apparently the car has intermittent check engine light? They have no idea how that can happen. This is how American car manufactures work? My suggestion then to anyone is don't take your car to this Dealer service center. I don't mind paying for any service as long as they are honest and do provide results. What I don't agree is paying for a ripoff. The excuses presented by the dealership only satisfies the person giving the excuse. There was a check engine light before the car went to the shop and there still is a check engine after the car left the shop. 

  Regards,

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

  Business Response

  Date: 09/27/2024

  We have addressed the consumer's original complaint of being charged a diagnostic which they state was done without their approval. We provided documentation showing otherwise. The customer then amended the original complaint as they they felt no services were completed: we provided documentation showing otherwise.
  

  Providing information from another service center's diagnostic processed,  dated prior to the this filing is not something we will address. Our tools are specialized for our brand and have been made by the manufacturer of the brand specifically for use on this consumer's vehicle by certified technicians following specific protocols and parameters. We cannot confirm or dispute any information provided by another service center/technician. 
  
  We appreciate the opportunity to have had an open discussion regarding this customer's experience and their concerns and hope that they find satisfactory resolution.

  Customer Answer

  Date: 10/02/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: The latest response from the service center is obvious as much of a lie as any politician. The letter states that on my original complaint a diagnostics performed on my SUV without approval.  My complaint was that I was lied to. The person said she would charge my warranty company for checking the car. I told her not to do anything on the car if the warranty company doesn't pay. They conveniently don't supply the customer this option in writing. They never made a diagnostics and on their papers they state that they turn the car on and off trying desperately to get a check engine light of which they where unable to accomplish. I hardly call turning key to start a car as a way to diagnose a car malfunction.  I now understand why when I called the shop they would not return my calls and why they stalled three days with the car in the shop. They even drove the car nine miles? They never called me to tell me the car didn't have a default and if they could continue or if I wanted to pick up my car. Even their replies indicate the malicious attempts from them so as to denigrate my concerns. 

  This is a matter of TRUST. I have realized this Dodge service center is not trust worthy. One thing they have accomplished is that I will never go back to this service center and my view on them working to be rip offs. 

  Regards,

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

• Initial Complaint

  Date:09/10/2024

  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.

  Firstly, my car was sent to this dealership because it was closest to my car when it was flooded in a flash flood. Secondly, it’s been at the dealership since July 27. I’ve made three car payments on my car and have not had my car fixed at all. They have been paid over $7000 by my insurance and when they took it for a test drive recently Friday the 30th my motor blew and they left my car on the side of the road For three days as I had an officer call me on Sunday Sept. 1st letting me know my car was on the side of the road thinking it was stolen, so my family had to get it towed and sent a complaint to consumer and instead of them returning a call the service manager Steven called my mom back asking what is so bad about his dealership and telling her that they are not a towing company and they are not to blame, even though my vehicle was in their hands so it’s THEIR responsibility and my family is not a towing company either, but we still had to take care of it. My insurance has decided not to total out my car and wants to put a new motor in my car even though it’s taken the dealership over a month just to put carpet in my car and still hasn’t, with how poorly they have treated me and the way they left my vehicle on the side of the road, I don’t trust them to correctly or quickly fix my car as it should be in its best condition for what they’re being paid. So since I’ve already tried to go above them and file a complaint and that didn’t work, I have no other choice but to file this, and I hope you can help. Thank you.

  Business Response

  Date: 09/14/2024

  We understand how frustrating it can be in situations like this. We really do feel for this customer and the difficult process she's had to endure as a result of her vehicle insurance company.

  This vehicle's repairs had to be repaired under strict instructions, inspections, and approvals under her vehicle insurance policy. The dealership recommended a new motor to which the customer's insurance declined. They instead insisted on other repairs that their adjuster felt would be an adequate repair. The part order in question was available at another dealership and we offered to have it overnighted but the insurance adjuster denied the charges that would be necessary to make it happen, at the cost of several hundred dollars. The vehicle insurance covering the repairs is responsible for ALL charges related to the repair and they refused. We decided that we would pay the fees after arguing with the adjuster who insisted the customer was going to wait the 3-4 months to get the part  because it was on backorder; we did not feel this was an appropriate way to treat a customer. We had the part overnighted and covered the shipping fees.

  After the first two repairs were made by our dealership, based on the adjuster's instructions, the vehicle was still not running correctly. We reached out to the adjuster for additional repair approval for over 2 weeks with no response. Someone at the company finally answered the adjuster's emails, only for us to be informed the adjuster has been fired from the company and their manager decided we needed to start all over again. The claim was reviewed and another adjuster assigned. 

  After getting a supervisor involved, waiting for another adjuster to be sent out, they approved a repair that was still not the motor we recommended. We performed the authorized repair and was on the final test drive to ensure that the vehicle was not having any more issues, when the vehicle broke down during the test drive. These test drives are important for this very reason: we would not want the customer to leave our dealership and immediately break down. While we do not own our own towing company, we immediately put in a request to 7 local towing companies. Because of the Labor Day weekend, many companies were not able to provide service. We did finally find one that would pick up the car and that was accomplished but they were not able to get to the vehicle right away.  The dealership was issued a bill for that tow service and our surveillance system indicates that company towed the vehicle to the dealership. We provided the customer the information on the towing company in response to the notices she was receiving and assured them we would take care of the bill if it got towed before the company we called was able to pick it up. 

  As of 09/13/24, after extensive review by managers and supervisors at the insurance company, the customer's vehicle insurance has decided to total out the vehicle instead of providing them with a new engine as we originally recommended. We fully believe and stand by our initial recommendation of a new motor and had that been approved, we are confident that the customer would've been spared this difficulty from the start. 

  Repairs involving water in the engine and electrical components are lengthy, time consuming and when the dealership must follow the guidelines put into place by the insurance company, we can not risk working outside of their guidelines at the cost to our customer. The cost of vehicle repair with this level of damage can be detrimental to the customer if we were to operate outside of the insurance processes.

  We wish this customer well and were glad to hear that their insurance was able to come to a decision that benefits our customer and allows them to move forward in a positive manner. We have been happy to work with this customer and look forward to being their dealership of choice in the future. 

• Initial Complaint

  Date:06/25/2024

  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.

  June 25 2024 It seems we have had issues with communication between ourselves and the service department from the beginning of purchasing this vehicle. Today was the final straw! I scheduled an appointment for service regarding a flat tire. My husband was told we are not covered for that service and there is a fee. When my husband mentioned the maintenance agreement we purchased at sale, the service department had no clue or record of such agreement. I called to speak with a service or finance manager and was told I’d receive a call back when they arrive and that has yet to happen. My husband returned to the dealership and requested our paperwork be printed out and the agreement was there now we must go through the process of contacting the maintenance company and have them reimbursed for the money we spent to have our tire serviced at another location when this all could have been taken care of this morning at the appointment that we set. not only has this wasted our gas, but our time as well. I’ve expected better service from this company, and so far they have disappointed at every turnaround when it comes to service. I don’t understand why the finance team can locate paperwork and show maintenance agreements and the service department cannot. There is a lack of education training or just poor communication between the departments and the customer should not have to be placed in the middle circling, trying to figure out where is the disconnect. I purchased this vehicle in 2022 and it’s the worst decision I’ve ever made purchasing from this location, the sales team, the service team and the finance team don’t care as long as they got their contract and money upfront when purchasing once that is over, they can care less. They give horrible customer service each and every time we step foot in that building.

  Business Response

  Date: 06/25/2024

  Thank you for sharing your feedback regarding your service visit with our dealership today. I'm sorry to hear that you have experienced so many problems as I see that you are a regular customer with us, coming at the recommended intervals for all of your routine maintenance services. After reviewing your complaint and comparing it to the tire coverage mentioned in your complaint,  I was able to confirm you DO have coverage. However, your policy requires that you call them for authorization PRIOR to having your tire repaired or replaced. They have their own phone number for this and they further mention that you will be reimbursed and you must show them proof of purchase/repair. I have attached the page of your ******** ******** coverage that lists this information. I hope having this information in the future will help alleviate the difficulties you have been experiencing in this situation. A paper copy of the entire coverage contract for this product has also been mailed and emailed to you so you have that information on hand going forward. Thank you for allowing us to address this issue publicly for you. We look forward to seeing you on your next scheduled appointment! 

  Customer Answer

  Date: 06/25/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: 

  although you are sending me a copy of something that I already advise you, my husband received earlier today that does not take away from the fact that we lost time and gas money going back-and-forth with you and your service department. To add now that I’m remembering I referred ******* ****** To your dealership, he purchased a ram truck from you as well. I still have not received my $100 **** gift card for referral so as you can see there’s a lack of care and communication. The cosigner, his wife, ******** ******, call the sales person and text him several times about this matter. I am expecting either a free oil change service or send my **** gift card immediately. I initially said I wouldn’t worry about it but all of this has frustrated me so much today that I’m ready to blast you on all social media platforms and make make sure everyone stays away from this location. Now, if you wanna make this right, you would want the above. 

  Regards,

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

  Business Response

  Date: 07/08/2024

  In this case, the customer who was in store (who is not the same customer filing this report) was advised there would be a wait due to us not keeping this tire in stock. Although we were able to get the tire within an hour from a local distributer, the customer didn't want to wait ******* drop the truck off with us. We even offered complimentary shuttle service when the work was completed. The customer stated if it was a reimbursement policy, they would go elsewhere where the tire was cheaper so it would be less money out of their pocket.  We were happy to take care of this but the customer was walked to finance, got a copy of the policy and then left. About 2 hours later, customer came back with a new tire in place and because the other shop left the spare tire in the bed of the truck, the customer asked if we would put it back under the truck and we were happy to assist with this, at no charge of course. The dealership respectfully declines the demand for an oil change; the dealership is not responsible for charges incurred as a result of the customer's choice to have their vehicle serviced elsewhere. The remaining information has been routed to the appropriate department for review. 

  Customer Answer

  Date: 07/10/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: This location is **** **  ****! I will never recommend anyone to this location again! You still have not addressed the gift card that I was to receive for referring someone I still have yet to receive that which is why I continue to say this location is **** ** ****! Look up the name in the system I gave you the name I can give you the telephone number ( ******** and ******* ******). You should be able to see who the sales person was. I have yet to receive anything for that as promise once again **** ** **** do not accept your response!

  Regards,

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

  Business Response

  Date: 07/15/2024

  We respectfully request this complaint be closed. The complainant, who was NOT present in our dealership and only after the request of a free oil change being rejected, is now amending her story as an issue with the gift card. This was not mentioned in her original complaint and our service files show they come every 4-6,000 miles for routine maintenance services and have given us perfect scores of the surveys for each of those visits.  Her husband was given all of the information and assistance while in our dealership that day and was happy with the service he received, he simply needed pricing for the tire that was more inline with his budget. We even remounted the spare tire under the truck for him when the place he chose, did not put it back as they should have. Our dealership has never issued gift cards for referrals, always a check for documentation purposes, once a W9 has been received from the customer. Upon thorough review of the claim, we have nothing on file, no forms, no phone calls, no emails, no complaints regarding the matter of the gift card. 

  Customer Answer

  Date: 07/17/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: there is still an outstanding issue with this dealership and there lies! If you wish I can close this and open another. There is still an apparent complaint I letting you know now that I’m still dissatisfied with this dealership, because not only have you told me lies from the beginning I still have an outstanding issue, which is the gift card for referring someone for purchasing a vehicle at your dealership whoever is reading that they’re responding must not comprehend too well. I am requesting that you look in your system for the names that I have given you already in these complaints. Find that sales rep and confirm with them that they were to give me a gift card for a referral at that point I will close the complaint, but until then I will still continue to complain on social media! 

  Regards,

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