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:02/16/2025

  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 January 22, 2025, I purchased a brand-new 2025 Kia ******** from Dennis Dillon Kia in *****, ***** for $48,000. When I picked up the vehicle, I noticed it was not properly cleaned, but I decided to take it home and clean it myself. After parking in my garage that evening, I discovered extensive scratches all over the exterior, including the roof, side panels, and mirrorscompletely unacceptable for a new vehicle.I reported the issue to the dealership the very next day (January 23, 2025) and have since been in contact with multiple managers. The dealership attempted to buff out the scratches twice, but the damage remains clearly visible. I requested that they cover the cost of a third-party paint correction specialist, as I no longer trust their service department to handle it properly. Instead of standing behind their product, they denied my request and ultimately hung up on me during a recent conversation.Despite my repeated attempts to resolve this issue professionally, Dennis Dillon Kia has refused to take responsibility for delivering a damaged vehicle. Their unwillingness to provide an appropriate resolution, coupled with their dismissive and unprofessional handling of my concerns, has left me with a defective product that I should not have to pay to fix.I am requesting BBBs assistance in facilitating a resolution where Dennis Dillon Kia covers the full cost of a third-party professional paint correction specialist to properly repair the damage they delivered.

  Business Response

  Date: 02/18/2025

  The dealership has contacted the customer with a proposed resolution and is waiting for his response.

  Customer Answer

  Date: 02/25/2025

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

• Initial Complaint

  Date:02/03/2025

  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.

  Dennis Dillon Kia is not honoring my vehicle warranty. They have diagnosed a vehicle issue and blamed an outside cause to the issue without evidence. They are calling the outside cause a collision which is inaccurate. The car has a piece of the bumper broken off. The auto mechanics were not there at the scene of the so called collision they do not know how the issue was caused. They have a theory and are basing their diagnosis on a theory. They are denying warranty coverage based on a theory. My theory is that they are trying to take advantage of my 20 year old son and this denial of warranty coverage is unacceptable!

  Business Response

  Date: 02/10/2025

  Unfortunately, the problems with the customer's vehicle are due to damage. The damage is more extensive than just a piece missing from the bumper. The bumper shell is broken, the left front inner fender is missing, and the wiring harness connection is damaged from the impact, which allowed corrosion to form in the harness. The dealership may be willing to work with the customer on the repair costs, but it cannot repair the damage under ***'s warranty.

• Initial Complaint

  Date:09/20/2024

  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.

  On 9/13/24 we came in to look at a car that Dennis ******* had on their lot they stated this car was listed $33,000. When we sat down to look at numbers all the sudden they added the brake stuff for $1,695 to the cost, also another $695 for some theft thing which they failed to mention until we sat down to talk about deal. We asked to have those things removed as its not in the price and we didnt ask to have this installed. They said no to all of it.They almost talked us into running credit. They low balled a trade in and added more fees on top of that bringing this car to almost $39,000. When we looked on their website the car was listed for $31,500 also on ********, auto trader. When we brought up to the sales managers (3) of them or be exact they all said its error and they are not going to honor the price online on every website. But not only did they take a deposit to hold the car 2 weeks but they put the car back on the lot without notifying us they are doing so. We were selling a car to purchase this car and they told us they need proof we are doing this in order to hold the car. Never heard such craziness. Do not know how this dealership is in business scamming people this way. Lying about their prices. Did research and seems this is a common trend for this dealership.

  Business Response

  Date: 10/04/2024

  The dealership cannot respond to this person's complaint because she was not the customer and because responding to the complaint would require that the dealership provide information about the customer. 

• Initial Complaint

  Date:09/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To start, this is an act of desperation seeking help with my Kia **6. I purchased the **6 from Dennis Dillon in September of 2022. Up until March of 2024, I would say we have loved the **6 and found it to be reliable. *** issued a recall tied to the 12v battery having charging issues and overheating issues when the ** is being charged. My wife was driving home one day and received an alert saying there is an issue with the 12v battery and she should stop driving soon. When she got home I called Dennis Dillon and they got me right in. They gave me a loaner car while the *** was being worked on. It took some time to get the issue resolved; however, I believed that the car was fixed. It happened again and was offered another loaner vehicle. Took about three weeks and again thought it was resolved. The same issue happened again on September 2nd. No loaner car was available and I ended up sitting waiting to be taken home for about two hours. I ended up taking the car home since I needed a car and scheduled a follow-up appointment on September 10th with the hope that the car would hold out. On Wednesday, September 4th my **6 couldn't be jumped by the jumping device I had been using in the past. Luckily we were able to find jumper cables and get jumped. I called the evening of September 4th asking if I could get a loaner or rental car. No callback. I ended up charging the **6 to 100% and seemed to work ok. While I was out I had to jump the car on September 9th, worked fine, however, no call from Dennis Dillon. Today September 7, I could not jump my car with the little jump device and had to wait for help. I called Dennis Dillon on September 7th asking if there were any loaner cars available, not expecting a callback. I am at the point where after 2 years of owning this car - I want to get rid of it. I don't trust that it will be fixed this time.

  Business Response

  Date: 09/10/2024

  Dennis Dillon Kia understands the customer's frustration. The dealership is working with *** in resolving the issues with the EV6's 12-volt system. The customer checked in the vehicle on 09.10.2024 (today) and was given a loaner vehicle. The dealership will update the customer as it continues working with the manufacturer on resolving the issues. 

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22255349
  
  I am rejecting this response because:
  

  It is too early to respond to Dennis Dillons response because this is the 3rd time that the vehicle has been brought to them for repair. 

  I will wait and see what happens next.

  Sincerely,
  
  *** ****

  Customer Answer

  Date: 09/17/2024

  On Friday September 13 I sent an email update to **********************************************************************:

  I would like to provide an update on the case. I contacted ***** corporate office ************** to try and escalate the situation (if possible). They provided me with a case number of ********. I called today 09/13/2024 and was informed that they are currently waiting for the service manager to reach them about the case to allow *** to escalate the matter to see what additional steps need to be taken to resolve the recall issue and ongoing matter with the 12v battery. 

  Dennis Dillon's response stated they were in contact with ***; however, when I spoke with *** about my case they had stated that they had not received the diagnostic information that they had requested. Today Monday September 16, I received a message from Dennis Dillon. When calling back I had to leave two messages the same afternoon. 

  This is the third visit for the same issue. A minimum of 14 days of having to jump the EV6 in order to drive it at all. We are now 7 days into trying to resolve this. There is no clear date when the issue will be resolved. All that I was original told that it will take some time - which was at least 15 to 20 days the first time, 15 to 20 days the second time, and potentially 15 to 20 days for the third time. At this point I believe that the Lemon Law applies to this situation - specifically that the "repairs have made the vehicle unavailable for 30 or more business days." 

  What I woul like to see happen is that Dennis Dillon reaches out to *** to start the process of refunding the purchase of the EV6.

  Business Response

  Date: 09/19/2024

  The dealership updated *** on 09.17.2024. It is waiting for ***'s response. Regarding the customer's request that the dealership initiate a vehicle buyback demand with ***, when a customer seeks a buyback, the dealership's role is solely as an intermediary. The customer should raise that demand directly with ***. 

  Customer Answer

  Date: 09/20/2024

   
  Complaint: 22255349
  
  I am rejecting this response because:

  Thank you for the information regarding the buyback. I will follow up with *** regarding this issue. 

  There has been no update on how much longer my car will be in repair. I will wait until I have a clear response on how much time is left. 

  
  Sincerely,
  
  *** ****

  Business Response

  Date: 10/04/2024

  Dennis Dillon Kia has continued working with ***'s technical support and the customer. It has completed the repairs indicated by technical support and is waiting for it to confirm no further actions are needed in order to release the vehicle. The dealership expects to hear from *** early in the week of 10.07.2024.

  Customer Answer

  Date: 10/04/2024

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

• Initial Complaint

  Date:09/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Aug. 9 we bought a 2010 ****** RAV4 from Dennis Dillon (DD). This complaint addresses overcharging and breach of terms. While considering this vehicle we observed the thinness of tire tread. We requested new tires at the dealers cost. The salesman said a new set of tires would cost $1,000 and the dealership wouldn't pay that amount. He asked if wed split the cost 50/50. We said no. After further negotiations we agreed to pay $400 (40% of the cost he initially stated). New tires were installed Aug. 19 but after calling DD on Aug. 20, we learned that the price of the tires/balance/alignment was only $577 plus tax, not $1,000 the salesman said. It was obviously the intent of DD to charge us $1,000 for tires. When we rejected that offer he provided a document with a 50/50 split of $1,000. A third document stated the agreed-upon $400 out of the $1,000. This part of the agreement was not honored by **. The actual price of the tires was grossly misrepresented; we paid nowhere close to the 40/60 split we agreed to. The vehicle lacked a spare tire and we were to receive one at no cost (safety issue). As of this writing we still have no spare. During negotiations, we asked about a second key fob to start the car. ** agreed to split the cost 50/50 to have a second key made. The salesman said the *** would cost $800. We were charged $400 at closing. We were told to set up an appointment with a certain locksmith DD uses. We called the locksmith on Aug. 20 and were told the key we needed would cost $190 plus tax. Again we were financially taken advantage of. We've made attempts to resolve the issue and have not had our calls returned and we wrote a letter to the CEO which went unanswered. If Dennis Dillon has any integrity they should make financial remuneration for their fraudulent behavior. They have used deception, misrepresentation, and withheld information in their actions. We request full portion of what we paid for tires-$400 and key-$400 plus tax for a total of $848.

  Customer Answer

  Date: 09/17/2024

  I am writing in regards to Complaint ID: ********. I submitted my response to the dealership this afternoon but I left out some important information I want to clarify. The dealership called and left a message one time BEFORE we filed a complaint with the BBB. We called them back twice and left messages that they did not return. Since we filed the complaint, we have received no calls or messages from them.

  Business Response

  Date: 09/17/2024

  The dealership attempted to contact the customer to discuss this matter. The customer did not answer the call and has not called back.   

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22244769
  
  I am rejecting this response because: The dealership called once and we were not home. I called back twice and left messages both times and we have not heard back from them. 
  
  Sincerely,
  
  **** And *** *********

  Business Response

  Date: 10/04/2024

  The dealership spoke with the customer and the customer agreed to a resolution.

   

  Customer Answer

  Date: 10/09/2024

   
  Complaint: 22244769
  
  I am rejecting this response because: Dennis Dillon agreed to provide us with a spare tire for the vehicle we purchased from them. A tire would not fit in the back of the vehicle so they decided to buy us a Tire Mobility Kit instead. This is not what we agreed to but it is all we are going to get from them so we'll make it work. As for the key fob, they admitted their salesman "guessed" what a key fob would cost and wound up charging us double. They said they would send us a check almost two weeks ago and as of today we have not received any refund. As for being overcharged for a set of new tires, Dennis Dillon has not addressed this issue other than to claim that they were shorted on the tires. We agreed to split the cost 40/60 on a set of $1,000 tires (this is the amount the salesman told us new tires would cost). We paid $400 for our portion. After installation we were told the tires that were put on our vehicle were only worth $577 plus tax. We deserve a refund for the tires because we paid more than 40%.  
  
  Sincerely,
  
  **** And *** *********

  Business Response

  Date: 10/31/2024

  Because the Rav4 was not provisioned for a spare tire, the Tire Mobility Kit was the best solution for this instance. The dealership apologizes for the delay in issuing the key fob reimbursement check. It will mail the check today.

  Customer Answer

  Date: 10/31/2024

   
  Complaint: 22244769
  
  I am rejecting this response because: the partial refund for the new set of tires has not been resolved. We accept the resolution of the key fob and the spare tire. However, Dennis Dillon has yet to address the issue of overcharging us for a new set of tires. Like the key fob, the salesman guessed the price of the tires. We agreed to split the cost 40/60 on a set of $1,000 tires (this is the amount the salesman told us new tires would cost). We agreed we would pay $400 and Dennis Dillon would pay $600. After installation we were told the tires that were put on our vehicle only cost $577 plus tax. We paid almost 70% of the cost instead of 40% that we agreed to. We should only have paid $230.80 and Dennis Dillon should have paid $346.20. We deserve a refund of $169.80 for what we overpaid for the tires.
  
  Sincerely,
  
  **** And *** *********

  Business Response

  Date: 11/11/2024

  This was an oversight and will be resolved.

  Customer Answer

  Date: 11/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. More than two months after filing our complaint, we've finally reached an agreement and the dealership has refunded the money they overcharged us.
  
  Sincerely,
  
  **** And *** *********

• Initial Complaint

  Date:07/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am seeking reimbursement for personal expenses incurred after Dennis Dillon changed the oil in my nearly new vehicle, and there was a big problem that ensued. I have written out all the details, including dates, etc. and attached them, along with pictures and other documentation, in the upload below.I also want other consumers to be aware of the very real potential danger I found myself in due to the callous, careless actions of two Dennis Dillon service employees.

  Business Response

  Date: 07/24/2024

  The dealership's Vice President of Fixed Operations is reaching out to this customer to address her concerns and offer a solution. 

  Customer Answer

  Date: 07/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I spoke with ******************, and we came to a resolution regarding the complaint.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a used 2017 ****** Frontier from Dennis Dillon Kia on 06/25/2024 and it was the most unprofessional buying experience I have ever had. We purchased the Frontier during a time where their system was "down" but they proceeded to sell us the vehicle. The online price for the truck was advertised as $18,499 yet Dennis Dillon Kia charged me $21,256 for the vehicle price. They then proceeded to add an additional $895 GAP to the vehicle when I specifically told finance that I did not want GAP. They also added an unexplained $2,100 in "Brake Protection," and $306.50 for an unexplained "Theft Protection" charge. On our sales sheet, it even is marked as a "NEW" car sale when it was clearly a used vehicle. I asked the salesman to put the loan through my bank choice of Mountain ********************* he said they tried and it wouldn't work because their system was down. Unfortunately when going to my credit union there was no inquiry shown from Dennis Dillon for a Auto Loan Application, so they lied and ramped up my interest rate by putting my loan through their choice of bank.When I brought the vehicle home, instantly their were issues. The vehicle would not change gears and would not work at all. I dropped it off at Dennis Dillon to get fixed, when arriving, the service manager had no clue about my vehicle and made me go to the sales desk to get help and they didn't know about me coming either. The communication was miserable, and then they held my vehicle in service for DAYS before working on the vehicle, leaving me only a few hours to be eligible to return the vehicle per their "72 hour return policy." Since picking. up my vehicle I've been lied to by the Sales Manager stating they would "make things right" for me and promised a free warranty that has not been honored. I have now not received an update from management and have resorted to complaining via the BBB. Stay away from Dennis Dillon Kia.

  Business Response

  Date: 07/15/2024

  The dealership contacted this customer and believes it has resolved this matter.

  Customer Answer

  Date: 07/15/2024

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

• Initial Complaint

  Date:06/22/2024

  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.

  On Sunday May 26th I bought a used car from Dennis Dillon for $9,983 (including taxes) from the sales manager *********************** (cell phone **************). They advertise a 72 hour option to exchange or refund the money without limitations. This is on their webpage and they call the "The Dennis Dillon Difference". I took the car home. I had it checked with a trusted mechanic who indicated that the transmission in this care needed replacement. On Wednesday 29th May in the morning I went to return the car. The floor manager received the car, had it inspected and received the car. He provided at my request an "We owe you" document indicating they owed me the refund on my purchase. They indicated they would wait for my checks to clear (which they did on May 29th per my bank statement) to issue my refund. Since then I have gone in person, called, texted multiple times. To this date, June 22nd, I still have not received my check. Now they are hiding behind the known systems issue that dealerships have been facing. But that started only 3 days ago, and they had more than 3 weeks to issue my check. I need help!

  Business Response

  Date: 06/25/2024

  The dealership will mail payment today. Please allow 3-5 business days for the payment check to be delivered.

• Initial Complaint

  Date:02/23/2024

  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.

  Dennis Dillon sent me an ad for their 41st expo sales event. The mailer had two promises. It stated they wanted to trade the car I had bought from them two years ago for more than it was worth, saying they would offer KBB trade-in value plus 3k. It stated they were offering a $25 gas card just for attending the event. I showed the salesman the ad. He asked what I was trading and what I expected to get. The trade was a 22 Kia **** blue booked at 15k. With the promotion, I expected 18k trade in value. He checked with a manager and confirmed their interest in the car and said we matched on the price. I found a car in an hour and waited an extra two hours for a finance manager to come available. The manager brought an offer of $11,000 on my trade. This was far below the verbal confirmation made earlier. I contested this and referred to the promotion that made me expect 18k. He altered the offer to 14k for my trade and informed me that Dennis Dillon would not be honoring the promotion as it was written because there would not be enough money in it for them if they did.I rejected both offers and asked for the promotion's other promise, the gas card, on my way out. I was denied it and told I could have it if I came back to buy the car. I spoke with a manager later about my experience. She said the gas card would be mailed to me (as of 4 weeks later, it has not arrived). She said the ad was printed in error and Dennis Dillon would not honor it as written. I believe Dennis Dillon engaged in predatory sales tactics. They invited me to the event under false pretenses with a false advertisement, offering financial incentives which were reneged upon. I attended the event on the third day, and clearly wasn't the first customer with the promotion. They knew in advance they would not be honoring it as it was written. They intentionally chose to ********* in bad faith by lying to me about the trade-in's value, hoping that I would overpay if they wasted my time.

  Business Response

  Date: 02/27/2024

  Dennis Dillon Kia appreciates the opportunity to address this complaint. Dennis Dillon Kia valued the customer's trade by the standards stated in the mailer and added $3,000 as stated in the mailer. The customer was upset because the Dealership did not allow him to determine his own trade value. The advertisement did not state that the customer would determine the trade value. The customer stated he would return to the sale location the next day to finish the transaction, but he never returned. Had he returned, he would have received the gas card. He was not told he had to purchase a vehicle to get the gas card. The Dealership does not know why the customer thinks that was what he was told. The customer later contacted the Dealership at its retail location to complain about the offered trade amount. He stated he expected to get the trade amount based on his valuation of the vehicle. The Dealership explained that the valuations must be those performed by the Dealership. The Dealership again offered him $3,000 over the assessed trade value. The customer declined. The customer then asked for free oil changes from the service department. The Dealership declined that request, as it had nothing to do with the valuation or sale. The customer was just demanding free things from the Dealership. The Dealership will check its records to determine whether the gas card was mailed to the customer. If not, it will mail it out.  

  Customer Answer

  Date: 02/29/2024

   
  Complaint: 21338378
  
  I am rejecting this response because: This is not an accurate accounting of the language used at the event or on the mailer.  The mailer clearly said $3,000 above KBB Value.  It did not say, a subset tool of KBB specific to geographic values that is subscription only and not available to the public.  That would have been more accurate. Dennis Dillon knew that any reasonable person would look up a value on regular KBB. I did not determine my own trade value. Upon arriving at the event, I showed the staff my advertisement and they confirmed familiarity with it.  They asked how much I expected for the trade.  I said, It KBBs at 15k, with the advertisement, I expect 18k. He consulted a manager and said,we were in that same ballpark. In this conversation, we defined the pricing tool - public access KBB, interpreted the language of the advertisement - KBB trade value plus 3k, and set expectations on the price - 18k. This was not a self-assessment that I concealed until signing.Although brief, this was a negotiated price determined up front, known issues with the advertisement should have been resolved at this time. If Dennis Dillons agents had been honest at the beginning, we would have parted ways with no hurt feelings; but they lied to me and set false expectations. The offer of 14k on the trade is not in the same ballpark as 18k. Perhaps there was confusion about my coming back for the gas card as I was attempting to exit politely. But I never agreed to come back or complete the sale. The trip back wouldnt have been paid for with $25 so that would be an irrational activity. I invested my time, my wifes time, and a babysitter into this event. I experienced actual and opportunity costs. I asked for some oil changes to make up for my time that was wasted as something that was a low impact offering for Dennis Dillon to heal the relationship. It is unfortunate that they think my time is worthless. 
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 04/09/2024

  Defining my interpretation of the plain text of the mailer as "esoteric" is rather condescending.  But, regardless of Dennis Dillon's opinion of my reading comprehension, my hearing was working just fine that day which brings me back to my primary complaint which they have neglected to address in any response.   The first thing I did upon meeting Dennis Dillon's agent was to show them the mailer, describe exactly how I was reading it, define the pricing tool, and state the expected value of the trade in.  Their agent confirmed what I said and stated that we were in the same price range for the trade in.  This was Dennis Dillon's opportunity to clear up any misaligned expectations and avoid post-interaction conflicts.  Instead, they lied directly to me.  They set false expectations regarding the trade in value at the beginning of the transaction which locked me into a 4-hour process.  I clearly displayed my position at the beginning and it was Dennis Dillon who concealed information and changed their narrative.  I believe their agents engaged me in bad faith, knowing that they would not be upholding the advertisement as we had discussed it.  Given that companies are bound by the offers made by their agents, I do believe that Dennis Dillon should honor the initial conversation I had with their agent.  Especially considering that they solicited my presence at the event, problems arising from this conversation should be the company's responsibility; but instead, I'm the one who had my time and money wasted.  

  Customer Answer

  Date: 04/12/2024

  No, the gas card has not arrived 

  Business Response

  Date: 04/18/2024

  The Dealership apologizes for the delay. The card will be mailed today, 04.18.2024. The attached document is a copy of the stamped envelope.

• Initial Complaint

  Date:02/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have purchased 3 cars in total from Dennis ******* Mazda **** The first deal in 2016 was great, the 2nd deal in 2020 was horrible, and the 3rd deal in 2023 which this complaint is about was both good/bad.I went into the fresh start program and was approved through their leasing company North West leasing. I like to do car buying backwards. I like to know what Im approved for before doing a test drive because I dont want to get my hopes up. My sales rep and sales manager were really great guys. We did a deal on one car that after I took delivery I knew right away i wasnt comfortable with the car. With a little pushback they undid the deal and was able to get me into a brand new Mazda CX-5. The first issue I had was that the price they told me I was going to be charged didnt match the price on the car or the website. They said there was a $1500 surcharge on new CX-5s but I saw no documentation to that effect. The 2nd issue is that the sales manager told me that I was getting a 6 year warranty on the car, enough to cover the lease term but when in with finance I was told its only a 5 year. The biggest issue I have is that I was told that *** my finance company was not a normal type of lease. I was told that Id be able to pay towards principal and pay the car off early. My sales rep, the sales manager, the finance manager, a female manager, and a *** from *** all told me that I could make extra payments, pay it off faster and save some money. After the deal was done and the *** had the deal inputed into there system I called *** to get clarification on some numbers so that I could make plan to pay off early. Then I was told something completely different than everyone, including *** told me. He contradicted himself and said its a lease. I will make 72 payments even if I pay it early. It wont save me any money. I called the dealership and tried to speak to a manager regarding this and they were supposed to follow up but never did follow up at all.

  Business Response

  Date: 03/08/2024

  ***************** will contact this customer during the week of March 11, 2024, to discuss his concerns and propose a solution.