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:03/21/2025

  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.

  I purchase this vehicle on March 4 *****. I paid cash in the amount of ******** for a 2013 ***** 350. I drove 2 hours away from my home in the rain to pickup this vehicle and was given a Carfax that stated nothing was damage on the car and it was only one owner and it was actual a two owner car. Once I wash the car notice damage on front bumper and the back bumper that is crack that I would like to be fix or give me the fix the make the repairs.

  Business Response

  Date: 03/21/2025

  In response to your discrepancy of the vehicle that was purchased on 03/04/2025 from Pennington ***** Today is 03/21/2025 and attached is the CarFax to the ***** that shows history report based on ******'s source of data. It does show that this was a prior 2 owner vehicle. First owner had it for approximately 10 years and the second owner less than a year. It also shows no accidents or damage reported to CarFax. One-way ****** would have a history of damages is if there would have been an insurance claim made due to an accident. This ****** report does not reflect what current condition of the vehicle is, strictly history. It is the responsibility of a person purchasing a vehicle to look over it and determine if that particular vehicle is right for them to purchase or continue to look. With that being said, we are declining reimbursement in anyway of these requested repairs. 

• Initial Complaint

  Date:03/03/2025

  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.

  I bought A ***** Trax on 11-19-2024, didn't like it. But had taken out gap ins. and ext. warranty on **********, which came to $4200. Took it back on 12-09-24 and bought a 2025 equinox. AT that time I cancelled out both ins. The dealer told me I would get A refund back. It's been almost 3 mo. and haven't received anything. I have called them several times about this matter, just keep getting the run around. Two weeks ago I went in person. the finance officer got smart with me and said they cut me A check the first week in FEB. This is Mar. 3rd and haven't received anything. They have been lieing to me all the way along. This company **** me almost $4000. I would sure appreciate your help. You just cant steal $4000 from someone. ***** **** Ph.#************

  Business Response

  Date: 03/04/2025

  Mr. ****, 

  I would like to apologize for the inconvenience this has caused you. Attached are the checks that we issued you on 1/30/2025 for the cancellation of the Warranty and ************** These were sent out the following day to be mailed to your home address. No intentions of mis leading or wrongdoing to a valued customer of the dealership. At this point we can only assume that piece of mail has allegedly been mishandled and can no longer be accounted for. However, we did cancel those checks and re issued new checks for you to pick up from the dealership. I hope this is satisfactory for you at this point. 

• Initial Complaint

  Date:02/06/2025

  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.

  I purchased a car on Feb 1, 2025, and it already having issues with shifting, when I took it back to the dealership, they are saying nothing is wrong with it and are refusing to fix it. I no longer want this vehicle and they can come and pick it up, I refuse to pay for a car that I have only had for a week and already has problems with it and they won&#**;t do anything about it.

  Customer Answer

  Date: 02/06/2025

  After I spoke my piece, ****** took my keys and drove my car and decided to repair it.  He didn't get half way to the airport and noticed the problem with my car.  ****** is taking care of it, putting it in the shop Thurs., Feb. 13 and he will repair it.  I agreed to this.  

• Initial Complaint

  Date:12/01/2024

  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.

  So Im buying my first car and I get a text saying they can help me out so I get the 2019 ***** impala the guy was super rude when i tried asking questions just wanted my w2 so I called the Salem store and ***** told me to stop the loan process cuz there gonna sell me a car with problems so I can take it to them and have to pay them I didnt believe him but there was a wobble and the transmission shifted funny and when I got it the bumper had screws in it.. so I called and they took the car to look at they said there was no transmission issue so I got it back and asked if they could fix my seat and bumber and light they took it out a diff light in so I have two different headlights and s**** holes in my number I spent ***** dollars I shouldnt have to worry bout this stuff but I have pics of all our conversations and how I was treated

  Business Response

  Date: 12/02/2024

  Complaint ID: ********
  
  
  Mr. ***** purchased a 2019 Chevrolet Impala on 09/25/2024. The purchase price was $12,317 plus doc fee, tax, title, registration and ************* which totals $14,770. Since this purchase Mr. ***** has experienced some difficulties with the vehicle in which he had reached out with concerns. The dealership agreed to pick the vehicle up from his residence and bring a loaner vehicle to leave with him during this time of diagnosis and or repairs needed. On 10/10/24 we opened a Repair Order with customers' concerns and performed repairs as needed with our technician's diagnosis in the following time frame. Out of good faith and standing behind this vehicle we awarded the customer a 12 month and or *********** powertrain warranty at no cost to him. Service Contract was mailed to him for signatures and is yet to be returned with the envelope that was provided to send back. The vehicle was purchased originally AS-IS. 
  
  
  Cosmetic concerns the customer has with the vehicle were not mispresented in any way since the beginning of his interactions with our sales rep. **** is a pre-owned sedan with roughly ******* miles on it not a brand-new vehicle off of the showroom floor. Customer had all opportunities to review the vehicle and absorb overall condition before taking delivery and agreeing to sign papers to purchase. Overall, the dealership personnel have made good faith gestures to satisfy the customer with many new parts installed at no cost to him. I believe we have been more than fair when it comes to addressing concerns with the vehicle itself and stood behind it.
  

  Customer Answer

  Date: 12/09/2024

  Complaint: 22623583
  
  I have reviewed the business' response and am rejecting it because:  they didnt say anything or agreed to do anything so i dont accept anything but they didnt agree to anything
  
  
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:09/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 3 vehicle back in 2019. One vehicle was a one owner truck-(2016-Ford Duty-350). I had the front brakes parts and they charge me $747..00 to put on. I was charge $1191.00 for the back brakes that I didn&#**;t asked them to fix. The dealership continue to replaced parts on the vehicle that I didn&#**;t ask them too while charge me additional $1100.00. I want the truck to be fix at no additional cost. The vehicle should be under warranty.

• Initial Complaint

  Date:08/11/2024

  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.

  02/24 They showed me a 2006 **** f250 claiming the truck was studded, deleted, and had new injectors which was all a lie. i drove the truck around and it seemed to run and drive great. Not even at thousand miles and the truck breaks down needing 1500$ into the rearend. One-hundred miles later the truck started knocking and smoking horribly. At this point i complained to the dealership about the situation and they told me i just needed to bring it over there and theyd get me into another truck..They go RUN our credit and this sales manager shows up to work at 10am and goes I thought the truck ran and drove im not trading nothing out you can have this loaner until we look at your truck because the way it sits its worthless to me. So i ask why theyd run my credit for no reason? And i also asked if they liked s******* over their customers? The guy kicked us out claiming they werent going to touch it. i called him a ***** and got into the loaner and left. Shortly after i recieved a phone call from the General Manager ******* apologizing for the entire situation and all the miscommunication as he was sitting next to that manager but did not say a word he didnt want to escalate things. He told me the truck would be looked over extensively and repaired. He also stated he had a conversation with that manager saying Pennington puts its Customers first. I recieved the truck back with a new Injector. i asked why the other one failed and they said it was old. It made it a couple days before glow plugs 4,5 engine codes appeared. Shortly after the truck suffered HPOP failure, left on the side of the highway. Pennington told me they were only going to do the high pressure oil pump. I got a call claiming the truck was ready for me 07/24/2024. It showed they put 5,000$ into the motor, still having the glow plug codes when i picked it up. 08/10/2024 and its towed back to my driveway with every light on the dash and unresponsive.

  Business Response

  Date: 08/15/2024

  Pennington **** is currently working with this individual to rectify this situation.

• Initial Complaint

  Date:08/06/2024

  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 bought a 2018 Jeep Renegade on Feb. 25, 2024 from them. On May 23, when I got off work it wouldn&#**;t start so on May 24 my dad brought me to work but my key fob would not open the door. I contacted the company on May 24 and they still have my car. I am having to pay for rides and to get to other places and I still don&#**;t have a car. I would like another car the same as this car or repair my vehicle correctly.

  Business Response

  Date: 08/07/2024

  ************** purchased her vehicle from Pennington **** on 2/22/2024. At this time the vehicle had left with approximately ****** miles when it was purchased and current odometer of approximately ******. Once ************* left with the vehicle, she had purchased no personnel in the store had any contact with her until roughly the end in May when she had contacted the store with an apparent no start and or car shutting off issues. We sent our driver/rollback down to her residence and or place of work to pick the vehicle up and bring it back to our facility. We got the vehicle rotated in as quick as possible with our service shops existing schedule that has already been planned weeks in advance with additional customers.  Once our technician concluded on what he pointed out to be the known issue, we had contacted a local Jeep Dealership and scheduled it to go there so that we could get a second opinion due to this facility having all the scanners and computer programs specifically designed for the Jeep Brand itself. Better safe than sorry right? On 6/11/24 the vehicle was transported to the local Jeep Dealership. This facility determined it was a bad battery causing electrical issues, installed battery and returned to Pennington ****. When the customers family member came to pick it up for ************** it would not start. Red flag, we just had this issue lined out. Apologies to all parties involved with their time and effort to come and get the vehicle. Of course, we informed them that we would absolutely get this corrected as we thought it was already. 6/18/24 vehicle was transported back to local Jeep Dealership with an 11:30AM appointment for diagnosis. We were informed that the vehicle has an intermittent draw on the electrical system. Once the test was performed it was determined that corrosion on the fuse block itself was the issue at hand. 6/18/24 a written estimate to get these essential parts were sent to Pennington **** Service Departments email. This was then submitted to warranty claims due to the customer having and Service Contact when the vehicle was purchased. On 6/24/24 the warranty company denied the claim. 6/26/24 Pennington **** authorized the repairs as a cost of repairs to be absorbed in the store and no charges to the customer. We then ordered the part through the supporting franchise dealer, this needed part would not arrive until on or around 7/10/24 and the vehicle itself was scheduled for repairs to be completed starting on 7/26/24. I thank the supporting franchise Jeep dealer that has helped assist in Ms. ****** vehicle and completely understand that sometimes repairs dont always go as planned and to expect delays for any unknowns that *** occur during a repairing process. On 8/02/24 we were informed that the vehicle was ready to be picked up. We sent our employee to get the vehicle and bring it back to our facility. Our driver didnt make it out of the supporting franchise dealers parking lot, and it had shut off on him. We left it there and asked them to inform us with what they conclude the issue is at this point. 8/05/24 we are informed that it needs a new key fob and program. This estimate was approved the same day of 08/05/24 and part is set to come in on 8/07/24 along with performing the programming on 8/07/24. To say that that we are just as upset as our customer with the issues that we have both encountered is an understatement. However,I feel that after talking to my service department we have done all that we can do and kept ************** informed on top of ***** calling the supporting franchise dealer herself to inquire about repairs and ETA on repairs to be performed. If ************** would like to try and pursue a different route like getting into a different vehicle, we are more than happy to try and facilitate that for her. 

• 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.

  They made me pay for the repairs on a car I ended up returning.  When they bought the car back at a lower price I was told I would still be obligated to pay for the warranty I bought when I purchased the car. They also had my car parked on another parking lot while it was in their care for repair in a rough neighborhood for 4 nights unlocked.   I asked them to keep the doors of my car locked and was verbally assaulted and completely disrespected.  The guy I dealt with also refused to include the date on the bill of sale as  requested.   When I bought the car they told me it simply had a bad battery but it was really a serious electrical issue. 

  Business Response

  Date: 09/18/2023

  Repairs to this vehicle were needed because the cause of the problem stemmed from a rodent chewing on the wiring harness.  She purchased this vehicle from Pennington Ford Newton, not this store.  At no time was she told she was obligated to pay for the warranty, but she would actually receive a refund.  (see attached documents) She was also informed that once a warranty is cancelled the refund checks are normally not cut until the end of the following month, I actually called today to get this one expedited.  The vehicle was towed in from an outside source that I think did not have the ability to lock the vehicle.  She called me on a Saturday stating that she had come by the night before and found it unlocked.  I was able to ensure her that I would be able and did lock the vehicle but I would not take a picture and send it to her.  Yes, I did not date the top of the Bill of Sale initially but once she brought it to my attention I quickly rectified it by dating the original and making her a new copy.  The reason for her battery issues were due to not enabling the vehicle enough run time to maintain a charge.  The electical issues, again, were due to the rodent chewing on the wiring harness. 

• Initial Complaint

  Date:04/07/2023

  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.

  March 15,2023 I purchased a **** ****** ****** for $6679.26. March 16 I had to get new tires as mine were disintegrating. Upon changing the tires it was revealed the brakes and shocks and struts were worn out. I had to replace those as well. It was also discovered the sub frame was rusted completely through and unsafe to drive. That was replaced. I went today, April 6 to have the AC charged and it was revealed the condenser has a hole in it. I was given a quote of $700 to replace it. I was given one key so I had to go to a ****** dealership to get another key ordered. The sticker in the window had a oil change of July 2022. Fresh Oil was found under my parked vehicle. I went for a new oil change to check for leaks. So far I have spent $5,948.52 on repairs in the 3 weeks I have owned the car. The salesperson repeatedly told me the car was mechanically sound, but neglected to mention anything about being structurally sound or even safe. The car should not have been allowed to be sold with all of its unsafe features. I was not offered the ability to purchase any type of warranty, even a 30 day warranty. I am very skeptical that something will soon go wrong mechanically. It only has 121k miles so it will be up to them to fix if it does. I had time left on my license sticker. They went ahead and purchased new plates instead of allowing me to transfer the time I had left.

  Customer Answer

  Date: 04/08/2023

  Rear alignment camber toe was purchased and installed 4/7/23. For $105.11 

  Customer Answer

  Date: 04/10/2023

  Please provide money back on original purchase price to cover all the repairs I have to make due to salesperson outright lying or being negligent in communicating all the details of the vehicle.

  Business Response

  Date: 04/17/2023

  ********** **** ********* *** * ******* ****** ********** **  ***** *************
  14 April 2023
  
  March 15, 2023, a **** ****** ****** with 121380 miles was purchased from our dealership.  Customer signed Warranty Disclaimer form which states the dealership is not responsible for repairs, see attached.  Yet the customer did not bring the vehicle to us so we could evaluate and possibly assist with repairs.  Here at **********, we always want to help our customers.  During our multi-point check tires were checked, if they are at half life or better we do not replace.  Brakes were also checked, just like the tires if the pads have half life or better we do not replace.  The air conditioning was checked and it was working properly at 40 degrees.  Nothing was noted about a subframe needing repair.  The oil change was done January and at 121125 miles on the vehicle.  We use a blend of oil that last for 5000 miles or 6 months.  With the vehicle not being sold until March the vehicles oil was still viable.  No leaks noted during our inspection but with a 17-year-old vehicle we can see where there may be ones that occur.  Once again we really wish we were given the opportunity to help with this customers concerns.
  
  
  Sincerely,
  
  
  
  
  **** ******* ** ********** **** ********* *************
  

  Customer Answer

  Date: 04/19/2023

  Had I anticipated repairs, I would have taken the car to **********, but I simply wanted a tire rotation so I went to ***** **** because it is easily accessible to where I live.  The tread on the tires looked good, but when they removed them they could see they were disintegrating. I bought new tires for safety. With the tires off the brakes and shocks and struts were more visible and needed repaired. The oil was coming from the frame being covered in oil due to not being cleaned properly after the last change. The sticker in the window said the next change was due July 2022 so the oil was not viable. Had the oil change been done properly the frame would have been noticed and noted that it was rusted through and the car would have been taken off the lot seemed unsafe.  The GM stated the AC worked at 40 degrees that is because it pulled in outside air.  There was no mention if they checked the condenser for leaks to see if it would work for warmer temps.  An unrelated notice, the car was purchased in March with 121,380 miles. GM stated oil change in January with 121,125 miles. That's a difference of 255 miles. That's a lot of random test drive 'around the block' miles.

• Initial Complaint

  Date:02/11/2023

  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.

  I purchased a 2014 Nissan Sentra from Pennington Ford financed by ****** ******* with a $1000 down payment on November 25th, 2022. A week ago it gave out and it's been determined the transmission is fully blown and will cost $5200 to fix. Pennington is offering to pay half. I object. They have given me a loaner car but no resolution. I did not know my rights regarding this purchase. (1) The car was traded in THAT day and sold to me for $8000. (2) There was no buyers guide in the window or anywhere in the car. (3) They sold the car AS IS with a "WE OWE SERVICE CONTRACT" and did clean the car, check or change oil. I don't know what a "UVI" is or if they performed it, but this is on the service contract as well. The law says they can't sell a car AS IS also entering into a warranty or service contract. I demand a full refund and need help resolving this matter. Thank you!

  Business Response

  Date: 02/17/2023

  ******** ***** purchased a 2014 Nissan Sentra from Pennington Ford Centralia, Centralia, IL on 11/25/22.  Ms ***** did sign the Buyers Guide.  Our “We Owe” system is to ensure our customers have a guarantee we will stand behind our promise.  In this case the vehicle needed to be detailed and UVI’d (used vehicle inspection), which includes an oil change.  Ms ***** signed the We Owe and brought it in for service 12/27/22.  IL state law (see below) states that there is an implied warranty for 15 days or 500 miles whichever comes first. 

  (815 ILCS 505/2L)

  (e) The implied warranty of merchantability expires at midnight of the 15th calendar day after delivery of a used motor vehicle or when a used motor vehicle is driven 500 miles after delivery, whichever is earlier.

   

  On the date she brought the vehicle in for us to diagnose the problem on 2/2/23 both limits were surpassed.  She did not purchase an extended warranty therefore there is not a service contract.    Yet we do want to take care of our customers and that is the reason we are willing to split the cost for the repairs and allow her to use a loaner car at no charge.

   

   

  **** *******

  GM