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:01/04/2024

  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.

  My husband took our 2016 Dodge Journey (97k miles) for an oil change and inspection on 1/2/24. The inspection summary noted two urgent items, the drive belt needed replacing and automatic transmission servicing due to a leak in the trans pan. We spoke with the service technician about price and time, we okayed the oil change, trans service, and belt replacement, then they started the work. Estimated completion time was 6/6:30pm that day. About 6, the tech called and told us our flex plate was broken. There was zero indication it was broken prior to their work- nothing was noted in the summary or by the mechanic doing the trans service. Tech said he would talk to his manager to work with us on fixing it. 1/4, we were told it would be $1,165.37 to fix the flex plate (that wasn't broken until after they finished the work we approved). My husband went in- talking to the manager proved useless. He refused to fix the issue they created, claiming he was trying to work with us because it was supposed to cost $2,400 to do. He accused my husband of wanting free mechanic work when my husband had already stated we would pay for the work they had already completed (oil change, trans service, belt replacement). The manager said it is unsafe to drive and insisted my husband pay to let them fix the part they broke. After five times of telling him they reached an impasse, my husband was finally allowed to collect the vehicle. The service tech drove the vehicle from around their lot, but they insisted the car is unsafe to drive. We paid a tow truck $150 to bring it to our house. This flex plate was replaced by them in 2019 at a cost of $1,400. A flex plate -should- last the lifetime of the vehicle most of the time and shouldn't need replacing twice inside of 4 years. No indication of damage prior to them resealing the trans pan, thus they should have fixed, at their cost, the part they broke. Now our family of 4 is out of a car and we need to quickly fix that problem.

  

  Business Response

  Date: 01/05/2024

  To whom it may concern,

  On the morning of January 2nd ****, ****************** dropped off his 2016 Dodge Journey for a routine maintenance oil change and inspection concerning possible dried rotted belts. Once the vehicle was in the shop to perform oil change and inspection on the belts, our certified technicians record a video on our dealer system called ********, which is sent to the customer. In that video the technician goes over what is being performed along with a multipoint inspection. Based on the conditions of the vehicle along with age/mileage, the technician makes proper recommendations to keep the vehicle in optimum level. At this time we recommended a transmission service due to record history and mileage, along with the drive belt that was a customer concern. Customer approved repair and we performed the work. During the process of the transmission service, our technicians are trained to look around and make sure everything is within specs. He noticed thru the 2 inch opening on the bellhousing something looked off. He discovered a line crack on the flexplate. We researched the history of the vehicle once again and noticed that the customer had previously replaced the flexplate in 2019. We have a 2 year unlimited miles warranty on both parts and labor for all work performed by us. Unfortunately, this previous repair was way out of warranty but due to the fact we value our customers. I reached out to FCA ( our factory rep) to see if we can assist in any way since the repair was around $1000.00 dollars more than when he previously did in 2019. I was not successful at this attempt but I was willing to help out at our expense. We reached out to ****************** at this time and explained to him what we had found on his vehicle. He showed up at the dealership and personally spoke to me. He voiced his concerns and kept on stating that we had damaged his vehicle. I educated ****************** on the location and function of the flexplate since it had nothing to do with the work performed, but he kept on insisting we should repair the flexplate at no additional expense. I also explained that the repair now normally cost ******* but I was willing on not only matching but beating the price he paid in 2019. Unfortunately, no part last a lifetime like ****************** stated, and that's why we back our customers up with our 2 year warranty. He still was not agreeing and decided to take his vehicle that I recommend not to drive since the outcome can be much worse if the flexplate actually breaks off. At this time we reduce his maintenance bill showing our wiliness to work with our customers and he takes his vehicle. At no time I accused ****************** of wanting free mechanic work nor we will ever hold anybody's vehicle hostage. We just have to document on the customers RO all the decline repairs for future reference. I am still willing to give the Cropper's family the price we discussed and provide exceptional customer satisfaction.

  Thank you

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

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 21098253
  
  I am rejecting this response because:

  Below is from my husband, *********************** *******, as he was the one at the dealership during this incident.

  First, I never pointed a finger as to who damaged the vehicle. I only stated that since my wife and I had gone through the issue of having a broken flex plate 3 years ago, none of the indicators from the previous repair were present while we had been driving the vehicle leading up to us dropping it off at Arrigo for a simple oil change.
  

  Next, I never insisted that anyone repair the flex plate at no additional cost. I stated to the manager and service advisor (****) during the meeting that we were at an impasse on finding a resolution and that I would go through channels outside the dealership to find a resolution. I told the manager (***) and **** five times that we were at an impasse. At no point prior to the first four times of me stating this did *** or **** give me or make any movement to get me my keys. He was emphatic and was framing the broken flex plate as if the car is a death trap to drive. He also tried manipulating my emotions by use of guilt by bringing my two young children and wifes safety into it. He said something along the lines of I would hate for you to be driving and something happen to your daughters or wife a week, month, or year from now. That is an unacceptable manipulation tactic. I made no mention of my children other than needing to gain possession of their car seats, even if it meant I left my vehicle and walked home with them.
  

  Finally, *** indeed DID accuse me of wanting free work by stating that if I took the vehicle, I would be leaving with a bill. At this point,because it had been 5 times that I stated we were at an impasse, I had reiterated that in the very beginning of the conversation I wanted my car seats and I would walk home if I needed to.  I had also already agreed to pay any performed services as indicated on their service portal. After hearing the threat of a bill, I responded in disbelief by saying,MOTHER F****R, WHAT ****?. I explained my frustration while looking at **** because I had already stated that we had reached an impasse five times. After stating that my vehicle was not safe to drive, I found it odd that **** drove my vehicle to the front, looked me in the eyes and told me that the flex plate is broken. It was only at this point that I finally received my keys. That knowledge of a damaged flex plate led me to take precautions and pay for a tow truck to have my car transported to my home.
  

  It is unfortunate we are seemingly still at an impasse as this dealership has yet to offer anything resembling an acceptable solution for us. So no, we will not be accepting the response and potential agreement the business is offering at this present juncture.
  
  Sincerely,
  
  *********************************

  Customer Answer

  Date: 01/08/2024

  My wife and I find it very unsettling that *** (manager)stated his mechanic completed a multipoint inspection and it was only after they completed the work we approved based off of the inspection summary, that we were notified of any kind of issue regarding the flex plate. Its odd that a multipoint inspection was completed before anything else, but there was no mention of any discrepancies in the flex plate. The mechanic did the inspection,took a video of the inspection for their online portal, and did a summation report, yet nothing given to us alerted us of an issue with the flex plate. The mechanic noticed an issue with the flex plate once he was doing the transmission service, according to ***, yet **** (service advisor) told me on the phone that Well I got good news and I got bad news. I replied, Give me the bad news first. Then he continues, we turned the car on and the flex was broken, BUT the services were completed.
  

  The mention of this hairline cracked/broken flex plate, and the accompanying price of $1,165.37 (or the retail price of $2,400) was not listed on the service summary that we were initially sent.
  Based off of the events that occurred, its reasonable to follow this chain of events: first, the dealership alerted us of urgent repairs that we approved the work of.
  Second, after the dealership completed these repairs, now all of a sudden they found another urgent issue needing repair that were supposed to simply accept has always been broken even though we had no indication from the vehicle prior to them gaining possession of it.

  All of this leads us to question the integrity and ethical compass Arrigo upholds. How thorough are their mechanics doing if something this serious was missed during an inspection? How is it possible that we are being told the flex plate was noticed as broken at two different times? **** initially told me on the phone January 2nd that the flex plate was broken and it was noticed after the urgent work was completed and they turned on the car.On January 4th, my wife went in and spoke with *** and he said, he [the mechanic] noticed through the 2 inch opening on the bellhousing that something looked off inferring that he noticed the flex plate was broken while he was doing the work we approved. Either it was noticed before they turned the car on after completing the service, or it was noticed before it was completed- both cant be true. Things are not adding up with what we are being told and when it happened.
  
  How trained are these mechanics that they missed something that severe on a formal multipoint inspection? Why werent we notified of the broken part immediately upon the mechanic finding it? Why werent we shown a video or at the very least a picture (that they supposedly have) of the broken flex plate? The only logical conclusion we are left with is to assume that the initial flex plate replacement must have been done incorrectly by them or that somehow the flex plate was damaged while the transmission was being serviced. We neither trust this dealership anymore nor do we want them repairing anything on our vehicle moving forward due to how theyve conducted themselves regarding business practices and customer relations up until this point.

  Im attaching call logs and text messages so the timeline of when and what we were notified can be seen. The vehicle was dropped off 1/2/24. You can see the time stamped text messages starting Tuesday (1/2/24) starting at 10:11 am with the link to the video of the inspection. There is a screenshot of the work Arrigo annotated the vehicle needed on the inspection report. **** called my phone 1/2/24 at 5:11 pm notifying us the work was completed and the flex plate was broken (5 min phone call).
  

  This incident caused our family an astronomical amount of stress along with causing an excess of roughly $25,000 in unexpected financial burdens.To some, that amount may not be much, however as two disabled military veterans with small children, that puts an extreme strain on our familys financial future.

  

  Business Response

  Date: 01/10/2024

  Dear The Cropper family and BBB 
  As the owner of Arrigo Sawgrass Automotive, I do not accept anything less than 100% satisfaction from all my customers at my dealership. I take great pride and have invested millions of dollars in my service department to be able to provide exceptional customer experience. From the moment customers drive up to my service drive, to the 55+ certified trained technicians that work on our customers cars. Not to mention all the state-of-the-art tools and equipment in our massive facility. One of them is our new video inspection sent to all our customers, which we have received amazing feedback from thousands of our monthly customers. That said, I am concerned about our disagreement. I dont see where my service department failed to provide exceptional service to you and your family. Our profession is quite simple. Customers bring us cars in need of service, and we perform whatever task is agreed upon before and once in the shop we make recommendations according to conditions. Whether the customer agrees or declines repair, we must inform the customer of whatever we find with their vehicle. You willingly bring your vehicle in for service which was not 100%. We provide maintenance work and do recommendations for repairs. During the time the vehicle is at our shop we notice something that needs immediate attention, which is an essential and a safely requirement in our line of work. Now, our integrity and **************'s knowledge are being questioned due to a repair needed on your vehicle. Proving that we are 100% for our customers, we researched all history on repairs you had performed, to see if it's backed up by our manufacturers 2-year unlimited warranty on parts and labor. My service director contacted the manufacturer asking for one-time assistance because you had done this repair about 4 years ago. Unfortunately, he had no luck but decided to still assist you with an incredibly reduced price for the repair. Not to mention, he also discounted the services you did approve. I regretfully believe that we are unable to reach a consensus at this time, and you should regretfully take your business elsewhere. 
  
  Sincerely, 
  ******************; 

  Customer Answer

  Date: 01/10/2024

   
  Complaint: 21098253
  
  I am rejecting this response because:
  
  This is nothing more than regurgitating what I said the day I came to the managers office. When I wanted nothing more than to just receive my kids car seats. When I had to state no less than 5 times that we had reached an impasse but got pressured to pay for further unwanted services thru the dealership. When I wanted to take my business elsewhere peacefully and gracefully. Instead, I got met with manipulation tactics which Im proud to say did not work. As the owner you should be ashamed that those under your establishment would use the thought of a mans family being harmed as a means to make any amount of profit. You should also be ashamed that it took a customer 5 times of saying that an impasse has been reached before your staff made a move to get my keys. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:12/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on oct 28, 2023 I took my 2023 ram **** to arrigo dodge saw grass **** ***********, ******* **. for its first oil change and tire rotation since its purchase in may 2023 since the oil change indicator light came on, The lock tire lugs were all on and secure, had no issues and had not been taken off, no one else had ever rotated the tires, however the tech, gave me a video saying that who ever put the lock lug on the passenger side front tire had damaged the tread and he couldn't get get it back on and that i should take it back to them for repair. as i said no one had ever changed or rotated the tires before this and the damage must have occurred when this rotation was being done. instead of repairing it they blamed it on someone else , charged me 172.15$ and sent me away with a damaged and unusable lock tire lug. I feel they should own up to the damage and repair it as they should have at first

  

  Business Response

  Date: 12/26/2023

  I'm sorry to hear about your experience at my dealership, I will look into this matter ASAP and reply back to you within 48 hours.

  Thank you

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

  

  Business Response

  Date: 12/26/2023

  Good morning,

  On the morning of October 28th and 9:12am ********************** brought for the first time his Ram **** to our service drive for an oil change and tire rotation. At the time to get the work performed, the oil change was done but when our certified technician went to take off the wheels for the tire rotation, he noticed that one of the wheel locks was not coming off ( when this happens it is normally due to mounting it cross threaded ). We then researched the history of the vehicle and realized that he had not purchased the vehicle from our dealership and even had two previous service visits to the selling dealer ( Autonation Chrysler Dodge Jeep Ram ). We spoke with ********************** and explained to him what we discovered. He simply just blamed us even though we had never taken off his wheel locks. We offered to do the work if he wanted to pay and then get reimbursed from the Autonation store, but he refused. 

  We strongly believe that this complaint is invalid and need this complaint removed. We take great pride and stand by all of our customers and the work we perform. We had never worked on the vehicle before, and wheel locks do not come on the vehicle from the factory. They are selling dealer installed. I will still honor my offer of performing the work at a discounted rate if ********************** is still interested.

  Thank you very much for your time

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

  Service and Parts Director

• Initial Complaint

  Date:11/07/2023

  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.

  I went in to buy a hybrid minivan. They had 3 on the lot. The representative said the cheaper 2 hybrids had a recall and that they didnt qualify for the ev tax credit. Which both statements were lies. Then proceeded to try to sell the more expensive model. And told me that he would give me a great price for my trade in to help me buy the car. Then proceeded to low ball me on my truck. Then refused to give me my keys of my car so i would leave. I think the way the run there business is unprofessional and down right criminal. Refusing to give my keys so i wouldn't leave

  

  Business Response

  Date: 11/08/2023

  I like to start off with an apology on behalf of my staff and me, We dont do business like that what so ever. My sales staff is trained to make sure they sell customers what they want, they go through a needs analysis sheet to narrow that search down. Im not sure what happened in this case but it seems from what you wrote that they didnt follow process. I would love to investigate this situation future, can you give me some details like : Who help you at my dealership Name, what day did you visit my dealership, what are the details of your trade ie: vin number, make & model. I will investigate this asap once I get all of these details and I will get back to you, This is unacceptable to me as the owner and I want to make sure this those not happen to anyone else. I also would like to extend an olive branch, I would like to get involved personally in selling you a car. If you can let me know the car you are interested in and some small details. I will work your deal personally and make it worth your while.  
  Looking forward to hearing from you. The sooner you can get me those details the better.

  Thank you

  ******************;

  owner

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

• Initial Complaint

  Date:09/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2021 Jeep Renegade on August 24, 2023 from Arrigo Dodge. On September 5, 2023... only ********************************************************************** ***********. I have attempted to call the dealership but no response has been offered. I do not wish to continue my contract with this purchase. It has costed me money to have it towed, stay in a hotel and continue my vacation as well. I request full reimbursement for this too.

  

  Business Response

  Date: 09/06/2023

  We are very sorry to hear that vehicle issues caused an interruption of your vacation. Every single vehicle goes through thorough inspection prior to being offered for sale. And on 8/24/2023 vehicle was in a perfect working condition. Unfortunately, at the end of the day it's a machine and we cannot predict what is going to happen with the vehicle in near future. But we do stay behind our product and will be more than happy to assist you with all necessary repairs as well as assistance to cover your towing costs and accommodations. We will be calling customer this morning to follow up.

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20560695
  
  I am rejecting this response because:

  It's is utterly unacceptable 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/12/2023

  I'm sorry that you reject this answer put its the truth sorry. If you would like we can set up a phone call to discuses this matter further?

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20560695
  
  I am rejecting this response because:

  The vehicle in question has been in service for a second time and I am once again stranded in ****, ******* which is 9 hours from my home in *************.  I have been stuck here since Sunday,  September 10, 2023.It has become extremely difficult for me to just wait around while you decide on how to proceed. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/16/2023

  It's been 4 days since my responds and i still have not recived a phone call to see if i could help out in any way??? Can you please call me ************

  

  Business Response

  Date: 09/16/2023

  Arrigo Management has been in constant contact and trying to assist in any way possible since being made aware of the situation. Phone calls, text messages, arranging tow trucks when needed, facilitating extended warranty information, speaking to out of state dealership personnel for updates and guidance in attempt to rectify situation. Client has made her way back to ******* and as agreed upon this morning client will be coming by dealership on Tuesday, 9/19/23, to further discuss possible reimbursements.

• Initial Complaint

  Date:09/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday Sept 1, I went into Arrigo Sawgrass in response to a mailer to trade in my older Jeep Grand Cherokee. I made a decent deal and asked to get my old trailer hitch back from my old car. Was told not a problem, the salesman would hold on to the hitch for me. At the dealership, I noticed scratches on the inside passanger seat panel. Was told this would be taken car of. The very next day, after making the lease deals and returning my old vehicle, I was told I was going to be charged for labor. I then noticed dents on the outside fender. I complained about having to pay for the labor that was never told to me before. I went in on Tuesday and expressed how unhappy I was with the customer service wanting to charge me extra, the scratches on the inside and dents on the outside. I was told to leave the car for a day to fix. They provided a lyft service for me and gave the driver the wrong city. The driver was not able to reroute, only the dealership, which was not answering their phone. At this point, I am not happy with the car, service or customer service. Was then transferred to the sales manager, ******. Which said he would do whatever he can to get me into another car. Apparently this car loan was already sold to We Financial on labor day. Upon reviewing my contract, it doesn't seem they gave me credit for my trade in vehicle.

  

  Business Response

  Date: 09/05/2023

  In regard to this complaint, we had numerous calls made on Tuesday September 5th and believed to have come to a resolution of the problems. We paid for hitch to be removed from her trade and return to her. Scatches are being repaired to new. After reviewing the deal, we confirmed that the equity that she had, was applied towards the deal. We have a phone call pending for Friday morning with the ** of the store to make sure she is completely satisfied with everything. After last phone call early afternoon, we were under the impression that ********************* was satisfied with the remedies. 

  Customer Answer

  Date: 09/07/2023

   
  Complaint: 20559337
  
  I am rejecting this response because:
  

  Repairs were to be made on ******** ******* manager told me should take 2 hours. Its been 2 days with no response from dealership. I called 3 times on Wednesday, left messages each time, wrote on the website chat, emailed , all with no response at all. I called We ***************** this morning since I was told by ******, the sales manager, that we can do nothing about this vehicle because the loan was already processed and at We *****************. I spoke with an **** at We Financial and he confirmed they have yet to receive this loan. He confirmed with another department that it hasn't been received and maybe not yet processed. ****** is misleading and has lied upon the many other issues I have mentioned before.

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

  Customer Answer

  Date: 09/07/2023

  Update from 9/7. I wish to notate I would like to continue this complaint. Upon a meeting with the Director at Arrigo, Mitra, I notified him as well the imperfections on the vehicle and he stated this is a factory defect within 5 mm. There is nothing they can do about the dent on the outside driver side panel. I also expressed to him in the way I was treated by his sales manager which threatened me with legal action earlier today if I did not take possession of this vehicle. I already notified Mitra that I would be continuing on with this complaint.

  

  Business Response

  Date: 09/08/2023

  I have had multiple managers try to help you, I'm being told you have buyer's remorse, and there is nothing we can do to help you, at this point unfortunately you do own the car and as the owner of the store i would love the opportunity to meet you in person and see if there is anything i can try to do to make you feel better and try to help. Let me know what day next week works for you to meet with me in person please.

   

  Thank You

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

  ************ Cell phone.

  Customer Answer

  Date: 09/12/2023

   
  Complaint: 20559337
  
  I am rejecting this response because:

  It is highly insulting that you claim I have buyers remorse. I left my car for a repair last week from Tuesday-Thursday. There were scratches on the passanger side seat and a misalignment on the driver side panel next to the hood. I showed **** and ******* and they said they would take care of this. After your service center had the car for 2 days, I was told everything was taken care of. Even on Thursday when I got there to pick up the vehicle, everyone claimed everything was taken care of. When I approached the vehicle, I noticed the misalignment had not been worked on. This is when ***** told me that Jeep has a 5 mm tolerance on any of their vehicles. I put a call into Jeep on Friday and they refuted this claim. There is a case open with Jeep and I am waiting on a call back. Your claim of me having buyers remorse is one more reason I would never shop here again, after 5 vehicles in 10 years. I am glad this is on record. I would like to also know when your company had claimed to fix the issue when they clearly had no plan on doing so.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 09/16/2023

  This customer is unrealistic and not rational whatsoever, We have made many attempts on contacting this customer and trying to resolve the is***s, we have had no luck whatsoever. I even tried to set up a in person meeting and got blown off and told that she is reaching out to the manufacture and going to *** me. So I'm not sure what else i can do.

  Customer Answer

  Date: 10/13/2023

  As you were made aware before in my complaints, I was told by ***** at Arrigo Sawgrass, that my new vehicle was not able to be fixed because Jeep has a 5 millimeter tolerance on misalignments/dents. I since then filed a claim with Jeep corporate and was made aware that claim was incorrect and they will reach out to Arrigo to have my vehicle fixed. On top of all of the previous complaints that I have had, and expressing those to Mitra, which he claims he is the **'s right hand man, he then lied to me and did not want to fix my vehicle. I was told by the ** previously that my complaints were coming from 'buyers remorse', which is extremely wrong, and he is apparently not listening to my complaints. I am not sure why I was lied to and why I had to go through Jeep corporate to get my vehicle fixed, when Arrigo had my car for 2 days and did nothing. 

  Customer Answer

  Date: 10/13/2023

  At this point, I have also filed a complaint with the FLHSMV, I truly believe the way I have been treated, spoken to, dismissed and lied to is unethical. I will take all the necessary steps I need to make sure this dealership knows they can not treat a long time customer this way. 

• Initial Complaint

  Date:08/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 08/07/23 I left my 2018 Jeep Cherokee with ****** mi at the ********* of Arrigo Sawgrass to have the ********* filter changed, fuel injector/fuel induction service. Afterwards I received a ph call saying that oil was pooling up on the eng valve cover and the spark plug tube gaskets were leaking fouling the spark plugs and that all should be replaced. Later that afternoon I received a call that the vehicle was done so I drove down to pay the bill of $1,343.77. Later on 08/14/23 I received a phone call from Arrigo CDJR reminding me that I have an appt to bring my car in for service. I told them that I didnt have an appt and had already had the car in there on 08/07/23. The person from Arrigo says to never mind and they will cancel it. The next day a salesman form Arrigo calls me and states that he wants to buy my car. I tell him that Im not interested because he just wants to sell me a new car, At that point Im thinking what in the world is going on at that place so I go out to my car to inspect what they have done as I have only driven it about 70 mi. My 1st issue is the hose clamps on the air filter box and throttle body were loose and never tightened back up putting the injector and induction service I had just paid $99.95 and $154.95 in jeopardy. 2nd issue is that there seems to be clean oil pooling up in valve cover bolts holes by the spark plug tubes. 3rd issue is that the service tech had to remove the spark plug tubes and valve cover to put new gaskets in and didnt clean the valve cover around the spark plug tubes leaving it filthy. 4th I was charged I was charged$129.00 for1hr labor to install 4 spark plugs, but they had already had the ignition coils and spark plug tubes removed for the gasket service and anyone could have installed the 4 spark plugs in less than 10 minutes. Lastly I was charged $64.86 for disposal of unknown items. Oil? Dealerships of this size usually recycle their used oil.

  

  Business Response

  Date: 09/05/2023

  To Whom this may concern.

  Arrigo's core values revolve around 100% customer satisfaction. After reviewing the work order provided by client, I did not see anything that would violate any company policy. Keeping in mind that we strive for full satisfaction, I would like to invite the client back in to further inspect or resolve any concerns client may have relating to services performed on his vehicle. We fully stand behind and warranty any and all work performed at our repair facility. 

• Initial Complaint

  Date:08/15/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The dealer refuses to refund me for the warranty. I have contacted the dealer many times via email and phone and they refuse to return my calls.

  

  Business Response

  Date: 08/16/2023

  I'm so sorry to hear you have had a difficult time canceling your warranty, we are typically fast on getting this done for our customer. Who have you spoke to at my dealership? i will have my F/I admin reach out to you asap and get this handled for you. What is the best phone number to call you on??

  My cell phone number is ************ call me with any questions.

• Initial Complaint

  Date:07/05/2023

  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.

  In May of 2023, I leased a vehicle from them. I won't get into that process/issue/unsavory business practice. My issue is with the form of false advertisement/practices. Arrigo automatically applies window tint to their new vehicles, and forces buyers to foot the bill. It's list as $399. Ok, I agree to the purchase. What they did not/do not disclose, is that on SUV's (at least mine in particular), they do not apply window tint all around. Only to the front driver and front passenger windows. One would be lead to believe that if you tell me you apply window tint, it's the full vehicle, especially at $400. If you purchase a new car from them, it would be listed identically, yet have 5 windows tinted. My Jeep had two. Not even the front windshield ********** wasn't until recently that I discovered this by examining the back windows.

  

  Business Response

  Date: 07/24/2023

  We are looking into this matter & will contact customer and try to resolve matter.

• Initial Complaint

  Date:06/03/2023

  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.

  I purchased a 2021 ****** Rav 4 from Arrigo sawgrass CJSR around Feb *************************************** the vehicle done there. On May 17 , 2023 I has driving my vehicle to work on the highway when I felt a vibration in the rear passenger area, and I exited the highway to try to make it to a service shop to see what was going on. As I made my way on a local road, I felt the car slam into something from behind, and I saw a wheel roll down the road in front of me. Apparently, the wheel tore off the hub, tearing out all but one lug. It was very distressing. I am a mother of three, and thankfully none of my children were with me. Also, thankfully I had the wherewithal to pull off of the highway. Had I been going at highway speeds, I could have been severely injured or hurt someone else. I had the car towed to Arrigo as they were the last shop to service the wheels (A tire rotation in December 2022). They conceded it looked like a loose lug had fallen off causing the wheel to be unstable. Some related facts are that the car had a flat tires around October 2022 and a family friend patched the tire PRIOR to the tire rotation, and a different wheel. Also, the car had an oil change at a different shop in March 2023, but did NOT undergo a tired rotation or any tire service. We have the service contract from the other facility to prove this. Arrigo informed us that because it had been over 5 months and over ***** miles since the tire rotation, they were not responsible for the wheel falling off. A manager ***** was helpful in facilitating repairs to the vehicle, but he informed us that Arrigo did not believe it was possible for a loose wheel to take so long to fall off based on anything they had done. However, from our perspective, regardless of the gap in time, Arrigo was the last shop to service the wheels, and we feel as though they should have covered the costs of repairs, parts, and car rentals. Will attempt to include pictures of damage to car.

  

  Business Response

  Date: 06/05/2023

  To Whom this may this concern,

  on  5/17/23 the vehicle appeared on our service drive, obviously towed in because one wheel, passenger side rear, had fallen off. Immediately we saw the cause of the issue was lug nuts, due to the damage to the wheel and oblonged lug pattern noted. After speaking to client and taking a closer look at the vehicle, we discovered that the there was some other consequential damages, such as broken wheel studs, damaged wheel speed sensor, along with some exterior trim pieces, fender flare etc. Client stating they were 100% sure Arrigo was at fault for this incident due to an oil change and tire rotation that took place 12/26/22 at ****** miles. *** fact that the tire that fell off also happened to have a nail in it, leads us to believe there is some missing information. After the 12/26/22 visit to Arrigo client also had a separate visit to an 3rd party maintenance shop on 3/31/23 at ****** miles, also during that visit nothing was noted in regards to lug nuts left loose or overtightened. It is in our professional opinion Arrigo Sawgrass cannot be at fault for this. We as a facility however did try to make the best out of a bad situation and offer to help correct the situation, without taking responsibility of the incident.  Client and I spoke several times with options on how to resolve this, client chose to get insurance involved, and vehicle has now been repaired and back in clients possession, since Saturday 6/3.

  Customer Answer

  Date: 06/05/2023

   
  Complaint: 20140721
  
  I am rejecting this response because:

  Please note that I made Arrigo aware of the change of a flat tire that was positioned at the passenger front tire at the time of flat (in August or September of 2022).  At the timing of this incident this tire was now located at the passenger rear. This appears to be consistent with the information that Arrigo has at the timing of the tire rotation (tire was rotated from from front passenger to back passenger). Also, Arrigo is aware that a third party did last oil change but did not do any service on the tires (no tires were removed). I have full documentation of that service. It is correct that I got insurance involved because Arrigo did not want to take responsibility for what occurred. Therefore, in order to have my vehicle returned to me I had to get insurance involved in that I rely on my vehicle for my livelihood. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/19/2023

  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.

  On Thursday, April 13, 2023, I picked up my 2021 Ram from Arrigo Sawgrass after it was towed there for not being able to start. I admit, I did not inspect the vehicle immediately. The following day, I observed a large dent on the rear area near the back window. I checked my surveillance cameras and the damage was present when I arrived home from the dealer. Friday afternoon I brought the truck in and made contact with Service Advisor ********** who agreed that, based on where the damage was, it could have occurred by the vehicle being bumped into a car lift. He advised that his service manager, *****, would request access to the dealer's video footage and review it. On Monday, April 17, 2023, I went to the dealership to attempt to find out if the footage had been reviewed. Service Advisor **** was off, however I spoke to a different advisor. I then requested to speak with Service manager *****, who refused to come out and speak with me. *Insert first red flag* however, ***** told the service advisor, to tell me to come back tuesday when my original service advisor would be working. On Tuesday, I reached out to service advisor **********, who *shocker* told me that service manager ***** was working at a different dealership that day. I simply want this to be investigated so my vehicle can be fixed. I feel like this *** be getting delayed also so any footage *** overwrite itself. Lastly, why would a service manager (*****) refuse to speak to a customer when he should have been investigating this issue.

  

  Business Response

  Date: 05/16/2023

  I spoke to Mr. ***** style="font-family: *******, sans-serif;"> ********************************* this evening he is completely satisfied. His vehicle was repaired on 04/21/23 and he his happy with the outcome. He no longer have any complaints.

  ***** style="font-family: Verdana, sans-serif;"> 

  ***** style="font-family: Verdana, sans-serif;"> 

  ***** style="font-family: Verdana, sans-serif;"> 

  ***** style="font-family: Verdana, sans-serif;">Thank you

  ***** style="font-family: Verdana, sans-serif;">*******************

  ***** style="font-family: Verdana, sans-serif;">General Sales Manager

  ***** style="font-family: Verdana, sans-serif;">Arrigo Sawgrass CDJR

  Customer Answer

  Date: 05/16/2023

   
  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.
  

  Parts manager *** was a great manager and took care of the issue without hesitation.
  
  Sincerely,
  
  *********************************