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:05/03/2023

  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.

  Purchased a brand new 2017 Ram **** pickup truck along with two warranties. A supposed lifetime warranty on the motor and a ******* or 7 year bumper to bumper warranty. My ************* with only ****** miles suffered catastrophic damage and was deemed un fixable about April 1st 2023 both warranties sold to me by Dennis Dillon are not being honored and I cant get the dealership to call me back or answer a single one of my calls now since the incident.

  

  Business Response

  Date: 05/10/2023

  Dennis Dillon Chrysler Jeep Dodge Ram appreciates the opportunity to address this customer's complaint. The dealership has not seen this vehicle since delivering it to the customer on **********. Consequently, the dealership does not know what service has been recommended or what has been performed. Its understanding is that a bolt from the engine heater grid worked loose and fell into the intake, passed through the head, and into an engine cylinder. Stellantis or the service contract administrator, respectively, determine whether a particular failure is covered by the manufacturer's warranty or a vehicle service contract. The dealership does not make such determinations. As a matter of goodwill, the dealership will contact the servicing dealer to discuss assisting the customer with the repair.  

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 20015277
  
  I am rejecting this response because: The dealship that is located 166 miles away from where I live has not seen my truck because it only has ***** miles on it and the only maintenance need this far has been a few oil changes. The warranties not warranty because i purchased two not one. Between the two warranties and the full coverage insurance that bolt that caused catastrophic damage on a Cummins engine should be covered. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/22/2023

  Dennis Dillon Chrysler Jeep Dodge Ram (DDC) contacted this customer and will be contacting the servicing dealership to discuss assistance from DDC for repairing this vehicle. DDC will take such action as a matter of goodwill. As noted in its prior response, DDC is not the warrantor or service contract company, so it does not determine which repairs are covered by the warranty or service contract, respectively. 

  Customer Answer

  Date: 05/23/2023

   
  Complaint: 20015277
  
  I am rejecting this response because:I have had little to no success communicating with anyone who is in charge or can make a decision on weather or not to fix the practically brand new motor on my truck. I understand fully Dennis Dillon is not the warranty company and they dont have the final say on what gets fixed but they did sell me the warranty and everything broken in my motor is under contract they also sell a lot of these warranties everyday and I believed them that if i purchased 2 warranties I would be safe from ever having to fix anything within the 7 year ******* miles ***** you 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/26/2023

  Dennis Dillon's Vice President of Fixed Operations contacted the customer. He stated that if the customer brought the vehicle to the dealership, it would repair the vehicle at a substantial discount. The offer was for the customer to reimburse the dealership for parts at the dealership's cost and pay labor at the dealership's employee rate. Under that offer, the dealership would have lost money doing the repair, but felt it was reasonable as it was an offer to repair the vehicle at a lower cost than its own employees would have to pay. The customer rejected the offer, stating that he would not accept anything other than the dealership repairing the vehicle for free. The dealership believes that is an unreasonable demand.

  The dealership does not feel any further negotiations are warranted. It has already explained that it is not the warrantor or service contract company. It has no contractual or other obligation to assist the customer. Nevertheless, the customer rejected its goodwill gesture to assist at a substantial loss for itself. 

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 20015277
  
  I am rejecting this response because: The dealership is expecting me to pay nearly ****** Dollars for a truck that has 2 warranties on it. A fair and honest dealership would take care of its customers that buy brand new trucks and talk to there warranty company and make a deal with them to fix my truck Hundreds of warranties are sold every month buy Dennis Dillon and two where sold to me and neither is being honored YOU SHOULDNT BE SELLING WARRANTIES THAT ARE NOT HONORED . Three months now my truck has been sitting broken, still under warranty and in that three months I have only been able to speak with somebody about it around 5 times and and its been the same response they want me to pay to fix a brand new truck they sold me unacceptable. I would never have taken my business to them had I know there customer ********************** was so poor they dont care one bit, the warranties they provide and sell are worthless and expensive. All Im asking is for my engine thats under warranty be fixed Im not asking anybody to take a loss I paid for a contract warranty and it should be honored buy the seller of the warranty..
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 20015277
  
  I am rejecting this response because: The dealership is expecting me to pay nearly ****** Dollars for a truck that has 2 warranties on it. A fair and honest dealership would take care of its customers that buy brand new trucks and talk to there warranty company and make a deal with them to fix my truck Hundreds of warranties are sold every month buy Dennis Dillon and two where sold to me and neither is being honored YOU SHOULDNT BE SELLING WARRANTIES THAT ARE NOT HONORED . Three months now my truck has been sitting broken, still under warranty and in that three months I have only been able to speak with somebody about it around 5 times and and its been the same response they want me to pay to fix a brand new truck they sold me unacceptable. I would never have taken my business to them had I know there customer ********************** was so poor they dont care one bit, the warranties they provide and sell are worthless and expensive. All Im asking is for my engine thats under warranty be fixed Im not asking anybody to take a loss I paid for a contract warranty and it should be honored buy the seller of the warranty..
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/01/2023

  Type:Customer Service 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 business advertises Maintenance Packages for sale when you buy a new car. However, all of their Maintenance Phone Numbers and Service Lines on ****** and even their own website are out of date.This seems like a deceptive business practice selling something and making it incredibly hard to have fulfilled. These Maintenance Packages can cost hundreds of dollars in some cases. And they dont broadcast or advertise their proper maintenance numbers. You can verify my claims by googling Dennis Dillon ***** Service Line and trying any results that come up, even on their own website.

  

  Business Response

  Date: 03/02/2023

  Dennis Dillon ***** ***** service department will call this customer and schedule his maintenance. The phone number problem is due to connectivity problems caused by one of the dealership's phone line vendors. It is actively working on a resolution. 

• Initial Complaint

  Date:01/20/2023

  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 October 14th 2022 I reserved a 2023 GMC ******* I spent $1000 on the reservation. The verbal agreement caught on my camera system by the salesman of the company stated that the truck would be delivered by no later than the end of December. That was the expectation from both parties. The business has tried to sell me a truck that is not like the one reserved. GMC states to the dealership that the build is delayed. GMC is stating to me that the build is completed and is waiting for the dealership to commit to shipping arrangements. The order for the transaction through GMC is BXCBMN. The transaction was for a specific model of truck and the only resolution the company has offered is a completely different truck or waiting for an undetermined amount of time. *** reached out to a manager and was told the only way it is refundable is if the truck just doesnt arrive. Theyre holding $1000 of mine with a back and forth from GMC and the dealership where no one has an expected delivery date. The expectation was end of December as agreed to verbally and it is now end of January with no resolution. I reached out to the salesman recently with the same offered resolutions of another truck or waiting indefinitely for mine to arrive. Ive given the dealership every opportunity to do the right thing with no resolution other than waiting indefinitely. I would like the opportunity to find my truck from other means since GMC nor the dealership have any clue of where the truck is or when delivery will happen.

  

  Business Response

  Date: 01/30/2023

  The information the customer has does not match **********************'s records. The dealership's General Sales Manager will contact this customer to attempt to clarify the issues and address his concerns.

  Customer Answer

  Date: 01/30/2023

   
  Complaint: 18869588
  
  I am rejecting this response because:

  The business keeps saying they do not have any records around a date that I was told the truck would be here. When I placed the order the truck was supposed to be in ***** by the end of 2022. The truck got delayed and no information was relayed to me about the delay. The salesman I had stated that there was a delay when I asked mid January. The delay was stated well before that from GM to the dealership, and no information was sent to me. With no supplied statement on the delay the expectation of end of the year was not met by the seller. We are at the end of January and the truck is still not here. I want to move on and get a truck that is available instead of dealing with these bait and switch tactics used by salesman and dealerships to lock people into vehicles. The available trucks do not have the same options which require me to go to another dealer which is why the refund is being requested. The contract states if the seller, in this situation the dealership, is unable to meet the expectation that was set then a refund of the money would be issued. With that big of a delay and no notice at all until I reached out, the dealership is not meeting their expected contractual agreement. 

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

  

  Business Response

  Date: 02/21/2023

  The dealerships' General Sales Manager has attempted to contact this customer via telephone four times since he filed the complaint. The customer has not answered and his voicemail box is unable to take messages. Please have the customer contact the dealership and ask to speak to *********************, who is the General Sales Manager.

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 18869588
  
  I am rejecting this response because:
  
  The business states they have tried to leave multiple messages which is a lie. I received one phone call to which I called back and havent received a response. I was supposed to be notified of all the status updates with the truck I ordered and I have got none except for one at the beginning of this month after I submitted this complaint. 
  
  The original problem with my complaint is still a problem, the business stated I would have a truck by the end of December. I have yet to receive the truck I ordered. Ive been wanting a refund and the business has provided no means to do so. This issue is NOT resolved. 
  
  Thanks,
  ****
  

  
  

   

  

  Business Response

  Date: 03/03/2023

  Dennis Dillon GMC's GSM confirmed he attempted to call the customer 4 times and was unable to leave a voicemail each time. Please have the customer call ************ and speak with ********************* about refunding the deposit. Please note that the phone number is not a public phone number, so we ask that neither the BBB nor customer post it online.

  Customer Answer

  Date: 03/08/2023

   
  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.
  

  I spoke with *********************** and had a decent conversation about the expectations of businesses and that I didnt believe they met those expectations immediately. **** had the immediate expectation to refund the money for the deposit which I appreciate! I hope that the business moving forward continues to treat other customers appropriately. The refund helps to align with their agreement that was made with the salesman as well as the business at the time the deposit was made. Thanks again!
  
  Sincerely,
  
  ****************************

• Initial Complaint

  Date:01/10/2023

  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.

  They advertised a "sale price" online of 60k for a pre-owned truck. There is no documentation online that this price has stipulations. I went on a test drive of the truck and loved it. Told the salesman and sales manager that I would I get pre-approval for the sales price, sales tax and doc fee and come back the next day. Came back the next day and then suddenly the price increased 2k on the truck because I wasn't financing through them. I demanded they honor the price they advertise. They refused to lower the price to what is shown online. They advertise this price on Autotrader, Cars.com, their own website and no where does it show price will increase for a cash buyer. I still want the truck but at the price advertised.

  

  Business Response

  Date: 01/11/2023

  Dennis Dillon appreciates the opportunity to respond to this complaint. This customer visited ******************************************* ****** to look at a 2019 Ram and Dennis Dillon GMC to look at a 2017 GMC ******* It is unclear which vehicle the customer's complaint relates to. The 2019 Ram is priced close to $60,000, but Dennis Dillon ****** does not offer a discount for financing through the dealership. Thus, it appears the customer's complaint is not in reference to this vehicle. The 2017 GMC ****** is priced around $45,000. Dennis Dillon GMC's pricing includes a $2,000 discount for customers financing through the dealership. Dennis Dillon GMC discloses on its websites and third party websites that its prices include "discounts for program qualifying financing." Customers must use program qualifying financing for Dennis Dillon GMC to sell the vehicle at a price that includes the program qualifying discount. Notwithstanding the price disclosure, Dennis Dillon GMC has offered waive the program qualifying financing requirement for this customer, and is waiting for his response. 

  Customer Answer

  Date: 01/12/2023

  ****** (sales manager) reached out to me and listened to my concerns. He had his GM call me and we were able to iron things out. They honored the advertised sales price and removed all add ons to the price of truck. I was in and out of the dealership in 20 minutes. 

• Initial Complaint

  Date:11/02/2022

  Type:Billing 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.

  This Dennis Dillon location is misleading customers by adding fees ($1,673 in my case) to vehicle purchase agreements for an optional Brake Plus system thats presented as mandatory. They admitted in another response here on BBB that its optional. Heres my experience: On 11/1/2022 I visited Dennis Dillon to check out a 2021 ***** CX-5. It was priced right around the *** fair price at $28,963. I decided I wanted it and got approved by my credit union. I returned the next day to purchase it and was pressured by the business manager to let them control the financing. I repeatedly said no. When they brought out the purchase agreement, it had 2 extra charges (in addition to the doc fee and taxes). They included a BRAKE2 fee of $998 and Pro Installed Safety Kit fee of $675. The sales guy said those were for a brake system that prevents accidents, comes with all their vehicles, and are part of dealer fees. My lender said they wouldnt finance those 2 fees unless they were part of the market value selling price of the car. I asked if they could be included with the vehicle price in one line item. The business manager said no and took that opportunity to further push financing through them. He said I could just get the financing through them and refinance a week after with my bank (with no concern for how that would impact my credit/APR). I said no and again asked if they could reduce those fees or combine them in the vehicle price. He said no so I left. They called and asked how we could make a deal. They proceeded to include the brake fees in the car price increasing it to $30,636.50 ($32,911 with tax). I then saw here on BBB that the brake add-ons are optional and very overpriced. I was never told they were optional as I wouldnt have walked if they removed them. I was misled and am so glad my lender wouldnt finance those fees which slowed down the process enough to find out I was being swindled for $1,673. Buyers beware.

  

  Business Response

  Date: 12/02/2022

  Dennis Dillon GMC's General Sales Manager will reach out directly to this customer to get more information about her experience and address her concerns. 

• Initial Complaint

  Date:08/31/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a 2015 Buick Enclave from the Used GMC dealership in ***** a couple years ago and it recently started leaking oil. We purchased the extended Warranty as well, and we are still covered by it. Towards the end of April of this year (2022) we took the Enclave in to the service center to have the leak diagnosed. DD said the oil pan was leaking and it would be covered..great. they also ended up finding an AC condenser leak, which would be covered. Again, great. The repairs were made and a week and a half later we had our car back just to find it was still leaking. We took it back around May 18th and told the service rep we were feeling a shudder when shifting- this time it was diagnosed with a leaking pinion seal(again covered by warranty) but nothing regarding the shudder. Within the next couple days we observed more leaking but wanted to give it some time in case it was excess fluids etc..kept leaking and the aforementioned shudder got worse. The third time we took it back the diagnosis was leaking valve covers and a torque converter needing replaced. It is still leaking oil...We paid deductibles of $250 each time. In my mind, If the issue was that it was leaking oil there should not have been turned back over to the customer before they were positive the leak was factually fixed. Each time it was leaking again the next day so that tells me if they just put a piece of cardboard under the car they would also be able to tell it was still leaking. I did speak with the service manager and we were not charged for the valve cover repair but since the transmission needed work we still had to pay a deductible for that trip (in this conversation I also explained the shudder and he practically diagnosed it over the phone, so why was it not diagnosed the fist time?) I am extremely dissatisfied with the quality of REPAIR here- it is also obvious they use their service reps as a buffer between the tech and customer which works if the reps know cars-not if they dont

  

  Business Response

  Date: 09/12/2022

  Dennis Dillon Auto Park and Truck Center, ***** is working with the customer to resolve this issue. 

• Initial Complaint

  Date:08/24/2022

  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.

  August 21st 2022 ~2:30-6:15pm We decided to purchase a 2016 ******* Tuscan. The dealer discussed the advertised price while driving it and discussing payment. When we sat down to work on the details he brought over a line item sheet and showed us the advertised price but I was confused when the price of the car had two charges totaling $1675 for "fees" called BRAKE plus pro and installation charges. At first the sales person called these standard dealership fees. Then he said if I loved my boys I would gladly pay the added fees for the safety item they add to every car.This was explained to us as a device that "could prevent 90% of all rear end accidents" that allows your 3rd light to blink 3 times when you press the brakes. It was over 10% of the purchase price of the entire car for this so called "added safety item". A quick search shows I can buy the same device at ******* for about $18.99. They say they must charge this fee which is added to the advertised price.Brake Plus is a simple circuit that attaches to your 3rd brake light that makes it blink. https://brakeplususa.com/home/customers/Please note the video showing a video of person flying though the front windshield of their car in an accident around 23 seconds in and the claim that it could save 90% of all rear end accidents around 40 seconds. He showed this to me and my minor children.They wouldnt sell us the car for the advertised price nor did they explain anything about this device while we were driving it. The the nearly $1700 blinking light is not disclosed until after all my credit information was added to their system.They would not sell us the car for the advertised price nor would they remove the charge fully. This is an unnecessary added charge that is clearly a scam. He said he could remove $1000 of the charge which is for the item itself but not for the installation of almost $700.

  

  Business Response

  Date: 09/22/2022

  Dennis Dillon GMC apologizes to this customer for any pressure he felt to purchase the Brake Plus product. While the product is pre-installed on certain vehicles due to its popularity with customers, customers are not obligated to purchase it. Dennis Dillon GMCs policy is to uninstall the product from the vehicle if a customer declines to purchase it. Because it is pre-installed, the customer is shown the vehicles advertised price with the product as an itemized separate cost. When a customer expresses concerns about the products value or desire to purchase the product, sales consultants may negotiate reductions in the overall transaction cost in an effort to demonstrate the value to the customer. The customer is always shown the vehicles advertised price and may purchase it for that price without any added products. It sounds like the sales consultant working with the customer may not have adequately explained that to the customer. ********************** has addressed with its sales team this customers complaint and is continuously training team members on the importance of clear and accurate price and optional product communication.

• Initial Complaint

  Date:06/12/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new 2022 GMC Yukon at the end of November 2021, and received a call from Dennis Dillon weeks later informing me that they forgot to add the Cilajet protection, for which I paid $2,983.82. I called back several times over the following weeks before finally speaking with a manager in January 2022, who refused to provide a refund. Instead, he assured me that if I returned to the dealership, they would remember to apply the Cilajet this time.As I told the manager, I work every day of the year, and cannot spend a full day driving over five hours roundtrip, and waiting six hours while they apply the Cilajet--not to mention the hundreds of miles on the car and the cost of gas. Moreover, each day that passes, the Cilajet that they failed to apply becomes less effective. Dennis Dillon breached our contract by failing to apply the Cilajet that I purchased. Telling me that they are now willing to uphold their end of the agreement only if I agree to sacrifice a significant amount of work, time, and money is unacceptable. They owe me a refund.

  

  Business Response

  Date: 06/16/2022

  Dennis Dillon GMC will issue this customer a refund. 

  Customer Answer

  Date: 06/16/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************