Complaints

This profile includes complaints for Bob Brady Dodge Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Bob Brady Dodge Inc.

  4025 E Boyd Rd Decatur, IL 62521-6100

• 

  Bob Brady Dodge Inc.

  3955 E Boyd Rd Decatur, IL 62521-6206

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:06/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Went to dealer for scheduled service. Had check engine and several recalls. Was told service unavailable, and told to remove vehicle or would be towed.

  Business Response

  Date: 06/17/2024

  Please see attached letter

  I'm writing in response to complaint ID ******** for **** ********. This customer had an appointment scheduled for Saturday, June 8, at 11am, which appears to have been scheduled online. The appointment was scheduled for an oil change. This appointment date and time was within the realm of possibility for our Saturday schedule, which is Sam-noon for oil changes and tire rotations only. When Mr. ******** arrived, he told our service advisor that he was not there for an oil change, he was there because the vehicle has a check engine light on steady and the vehicle dies sometimes while driving. Our advisor informed the customer that we would not be able to look at something like that on a Saturday, that it would need to be scheduled during the week with our mainline Hyundai technician. He was not happy with this response. We let the customer know that we cannot have the vehicle sitting on our lot until closer to the appointment date, which we have scheduled for Monday, June 24 at 8am.
  
  At this time, we will be addressing the customer's concern at their appointment time

  Customer Answer

  Date: 06/22/2024

   I am rejecting this response because:
  
  The appointment was made during a thirty minute phone call with the parts department and their inability to locate a specific part number. It was decided that I needed to bring the vehicle in for repair, and I was transferred to another department to schedule appointment.  The miscommunication between their departments resulted in me being forced to drive an unsafe vehicle. This is unacceptable treatment of a customer who was desperately seeking help, and threatened with a tow if not removed. 

• Initial Complaint

  Date:04/17/2024

  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.

  We took 2018 Hyundai Kona to Bob Brady auto mall got service three times for the exact same problem. The car would shut off while driving down the road. It always restarted by putting it in neutral . The first time they “ fixed” something with the timing but when we got it back it was doing the exact same thing. This was under warranty. We called for another appointment after it continued to do the same thing. The second time they “ fixed” a tab on timing cover that was broken. They said they must’ve bent it during the last repair. This was also under warranty. The first time we drove it the same problem was still there. We called for a third appointment. Each time it took 3-4 weeks to get a service appointment. This time they said it was a different code not covered under warranty yet it still had to do with timing. They said it was CVVT code and it would cost $1000 to repair despite that it was the same issue from the first visit. We didn’t trust them to actually repair since they didn’t the first 2 visits so they said “well you still have to pay for diagnostics which is $196.01 ($190.30+ fee for using credit card). This is my 82year old mother-in-law car. She’s been ill and the car not running correctly so the car has only been driven 100miles in the past 7mo. We would drive it occasionally in between appointments but we couldn’t trust it to take it very far. It just seemed like a scam that while it was under warranty they tried 2 different “ fixes” without success but then they want to charge $1000 for a third attempt. We just brought the car home and will take it somewhere else for repair unless you can help. Thank you!

  Business Response

  Date: 04/23/2024

  Please see the attached response.  Thank you 

  We have researched the history on this particular vehicle. While vehicles can display symptoms that are similar to previous issues, it isn't necessarily caused by the same component, symptoms can be from multiple different issues. In this instance, the 2 previous repairs, a timing chain tensioner replacements performed in August of 2023, and then December of 2023, where we replaced the timing chain cover, were both covered under the powertrain warranty, therefore there was no charge to the customer. In this instance, the repair for the Continuous Variable Valve Timing intake, which is unrelated to the timing chain work pe[formed previously, is only covered under the New Vehicle Basic Warranty, which is expired on this vehicle by time. It expired on June 9, 2023.
  
  At this time, we are still willing to repair the vehicle, and we can offer a 25% discount on the repair if the owners would like to bring the vehicle back.

   

  Customer Answer

  Date: 05/06/2024

  The first visit the fixed the wrong thing or didn’t fix everything. The car was exact same the very next time driven. The second time the service department said they had to fix a bent tab on the cover that they must’ve broke during the first repair. The car was exact same the next time driven. The third time now they say it is a different code and by the way it’s not covered under warranty. We’re concerned that this diagnostic is not correct either. It seems they stretched it out to the point it’s not covered.  This is a 2018 with only 25000 miles. My mother-in-law thought it was a 10 year warranty. I guess if we could trust that they’d actually fix the car we wouldn’t mind paying but she’s 83 , in assisted living and doesn’t have extra money.  I still feel like this is very poor business and customer service. It should’ve been fixed the best time,

• Initial Complaint

  Date:01/05/2024

  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.

  I went to Bon Brady in Decatur to purchase a new vehicle. I purchase a 2020 Ford Fusion from them on 12/26/23 after putting a $3,000 down payment down. I drove off the lot on 12/26/23 with my new vehicle. The very next day on 12/27/23 it came to my attention that the vehicle I just purchased had no taillights. I returned the vehicle not even 24 hours after purchase to be fixed. I had to argue with the salesman and the dealership just to get a loaner vehicle as I bought the car in Decatur and live in Lincoln. I checked on the vehicle several times and was continuously told that they did not know what was wrong with the vehicle. After much thought, I decided to purchase a different vehicle at a different dealership. I informed my Salesman- ***** that I no longer wanted this vehicle and I would like my check for the $3,000 I put down returned. I was told that I needed to return the loaner vehicle that was given to me. That very same day on 1/3/24 i returned the Jeep to the front of the building. I called the next day on 1/4/24 to see when my check would be given to me. There was no communication in their office as my salesman and the manager had no clue that i had returned the loaner vehicle. I was then informed that the loan hadnt completely gone through, even though that had let me leave with the vehicle in the first place. They continued to call and ask for references and information on my mortgage loan in order for me to purchase the car. I had told them several times that I no longer wanted this car and I had already gone elsewhere due to the way I was treated. I informed them that the only thing I wanted was my check for $3,000 as that was the money i put down for the car. I requested this check again on 1/4/24 and 1/5/24, and I have still not heard from the dealership about when I would be receiving my money. There is no communication in this dealership. They do not treat their customers well. They have made this experience extremely difficult and I can promise that neither myself or anyone I know will ever be using this dealership.

  Business Response

  Date: 01/08/2024

  ****** ******* purchased a vehicle on 12/26/2023. Her contract unwound on 1/03/2024. The down payment that was collected at the time of sale was in the amount of $2500 (see attached cash receipt *****) A check was issued to ****** ******* on January 4, 2024 in the amount of $2500 (see attached check number ******. The customer requested to pick up rather than have mailed. ****** ******* picked up her refund from Bob Brady Dodge on 01/05/2024.

• Initial Complaint

  Date:08/23/2023

  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.

  On August 19 2023 I went to Bob Brady's of Decatur Illinois because a sales person named ******* said they had a van that I could get for no money down which for me is good because I'm on disability and live mostly on SSDI benefits. Firstly they got the original deal wrong I pointed that out and they had to take it back with corrected info and run the deal again and it was approved again. I test drive the minivan I liked it I could afford the monthly payment so my next move was to their finance office to sign the deal. I have a signed contract and I drove home the following Monday they now need more info and the from another they determined I now need a cosigner. So it went from a done deal to a problem real fast and I believe wholeheartedly it's because I'm disabled and receiving benefits and I believe that may be discrimination. I know Bob Brady will respond to this saying whatever they will say to save face but I have the emails I have the paper work and most importantly I have the contract and I will upload all of it everywhere if I have to I've already reached out for legal representation I should get a call from them today. My advise to anyone with a disability is to not do business with Bob Brady of Decatur Illinois just an FYI.

  Business Response

  Date: 08/25/2023

  Please see attachment.

  Thank You,

  The issue has been resolved. We have spoke to Mr. ****** and explained that there was an income verification error resulting in the necessity to resign contracts. All interest rates and payments remained the same and the customer has stated he is satisfied. 

  Customer Answer

  Date: 08/30/2023

  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 would also like to apologize for assuming it wasn't discrimination when it was explained to me that it was just a paperwork error and I'm now in possession of the van. So I apologize to Bob Brady of Decatur Illinois and to ******* my sales woman for being difficult I know I wasn't easy to deal with they did a great job.

  Customer Answer

  Date: 08/30/2023

  In my response my phone autocorrected something what I intended to convey in my response was that there was NO discrimination and they don't discriminate so again apologies.

• Initial Complaint

  Date:06/04/2023

  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 cadillac from this dealership. Within less then 30 days the battery went completely dead/Bad. I contacted the dealership and asked for manager and asked if they can replace the battery since they sold me a vehicle with bad battery that happened to died on interstate about 45 miles away from my house. I explained the dealership and was promised to be contacted. No one called and obviously refused to help replace the battery. Between towing charges and the battery i spent $600 just for this issue. I would understand if i had the vehicle for few months or even a year. But this happened litterally under 30 days. On 8th day of me owning the vehicle. Not to forget to mention other troubles i had. This is ridiculous. Sold a vehicle with bad battery. Least they could do was return the call, or helped a little bit in replacing the battery. I will seek legal advice on this as well.

  Business Response

  Date: 06/08/2023

  Please see attachment for dispute

  To Whom it may concern,
   
  We have received Mr ********* complaint and reached out to him in regards to this matter. We have agreed to send him a check out for replacement cost of the battery. According to the receipt he provided, the amount is 253.45. It will be sent via mail to the above address within 48 hours.
  Sincerely,
  ******** ****
  

  
  

  Customer Answer

  Date: 06/08/2023

   I am rejecting this response because: Because they are only providing refund for the battery replacement but not the installation. Hows that fair? When i had to pay for towing, battery, and installation. And im only getting refund for the battery? 
  
  
  

  Customer Answer

  Date: 06/22/2023

  *** ***** did not refund me for installation of the battery. They only refunded me for the cost of the battery. 

• Initial Complaint

  Date:02/17/2023

  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.

  Made appoint to check display light that was fading in and out on 02/15/23 Was charged $150 for a diagnostic check that did not fix the issue that I called about. My understanding was that my warranty ended at 36,000 miles. They indicated it was for 3 years or 36,000 miles. When I took my car in my mileage read 32, 202, they entered my mileage at 33,000, which I called them about today 02/18/23. They state that the problem might be due to needing a new battery, but would need to recheck if that did not fix the issue. They also indicated that I needed a headlight assembly kit for condensation in right headlight, which I didn’t take the vehicle in for any of these reasons. I would like a refund of the $150 for diagnostic check and correct my mileage to reflect the cars exact mileage when I brought it in. Also complete the request to fix the display on the car radio

  Business Response

  Date: 02/21/2023

  This customer brought the car in to check the reason for the radio display dimming. A diagnosis was ran and found the battery to be bad, needing replaced.

  The car's three year OR 36,000 mile (whichever comes first) warranty expired in June of 2022. The mileage was placed in the file as an estimate prior to her appointment, and then the tech forgot to update it after the vehicle was actually brought in. While the mileage was not a factor in determining her warranty period, the age of the warranty was. The headlight issue was found during the free inspection all vehicles in the shop get. She was not charged for anything more than the Diagnosis that she needed.
  

• 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.

  I am reaching out for assistance in resolving a passenger air bag issue in my 2008 Dodge Sprinter RV (Case 84229129 for codes R49 and S14). Fiat/Chrysler(FCA) notified us of a recall associated with both the driver and passenger airbags in September, 2022. We took the vehicle to Bob Brady Chrysler in Decatur, IL for service at FCA’s recommendation. The driver side air bag was replaced without incident. After ten days, Bob Brady advised us they could not complete the repairs and would need to ‘open a Star case’ for escalation. I contacted FCA and was advised they would assist me in finding another dealer to fix the passenger air bag and opened case ******** within 5 days on opening the case. We went and picked up the vehicle. The paper work at the time of pick up clearly states, “…with codes present in the vehicle, there is the possibility that in the event of an accident, the airbags may not deploy.” FCA did not respond to the opened case and when we reached back out to them, we were advised the case was closed. Their records indicate both passenger and driver airbags have been repaired and are in working order. When I disputed this, FCA further advised I would need to readdress with Bob Brady as another dealer would not be available to complete the repairs. I have attempted contact with Bob Brady’s service manager on several occasions without a response. I am reaching in with a request for assistance to help resolve the issue with the airbag repair.

  Business Response

  Date: 01/20/2023

  The dealership attempted to resolve the airbag code three separate times with new air bag inflators. When the third inflator still produced the same code, a case was opened with a car repair company called *********. It took a few days to get a response and in the mean time the customer needed the vehicle back. Once the vehicle left the lot, the case with ********* was closed. The owner was told that in the case of an accident, the vehicle airbags would not deploy. The customer was also advised to take his vehicle to a dealership that specializes in this type of vehicle to hopefully resolve the airbag issue.

  Customer Answer

  Date: 01/23/2023

   I am rejecting this response because:
  
  Thank you for the quick response to the concern. I do concur with the response that after more than 10 days Bob Brady service was unable to complete the air bag repair, which on average takes less than an hour to complete according to ******************* *******************************************************************************************************************
  After receiving the vehicle back from Bob Brady, we reached back out to Fiat Chrysler (aka *********** **** as they had previously agreed to assist us in finding another dealer that could complete the repairs. On 10/31/22 an *** representative informed us that Bob Brady marked the recall as ‘complete’ in their system and was compensated for the repair. ***’s records indicate both passenger and driver airbags were repaired and in working order. We were advised to return to the dealer to have them restate the documents indicating repairs were incomplete.
  When I disputed this, *** further advised my only recourse was to readdress with Bob Brady as they were no longer able to assist in finding another dealer to complete repairs that were documented as complete.
  I contacted ***** on the same day. We were able to verify the written text of the paperwork indicates “ …with codes present in the vehicle, there is the possibility that in the event of an accident, the airbags may not deploy.” ***** verbally agreed to assist in seeking resolution by escalating to her leadership team. She indicated she would call me back with next steps. I have not received a return call from ***** or another Bob Brady representative. I have left several messages with reception and on voice mail without a response.
  At this time, it seems we are stuck in a triangulation between Bob Brady and ***. We took our vehicle to Bob Brady under the advisement of *** in good faith that they could repair the factory installed airbag associated with recall linked above. The current error codes were introduced during the repairs facilitated by Bob Brady. We feel they need to complete the necessary repairs or facilitate repairs through *** and/or a registered Chrysler/Dodge dealer. Please keep in mind, the underlying issue is not the result of lack of maintenance, wear and tear, or neglect on the vehicle. The underlying issue is the result of a nationwide recall due to *** factory installed, defective parts. According to Consumer Reports there have been 23 deaths and over 400 injuries as a result of this recall.
  I am requesting assistance in resolving this matter as this is a significant safety concern that could cause a life-threatening situation to the vehicle passenger.

  Regards, ******* *******

  
  

  Business Response

  Date: 01/31/2023

  As stated previously, the repair for the recall did not take that long, the issue was getting the error to reset. The dealership has asked a representative from ********* to visit when the car is in their shop to assist with the error. The vehicle is planned to be in the shop on February 13, 2023.
  

  Customer Answer

  Date: 02/02/2023

   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.

  
  

  Thank you for your assistance in escalating resolution options. I will bring the vehicle to Bob Brady Dodge in Decatur at 7 am on Monday February 13th. I look forward to hearing more about the plans for resolution and any tracking or case numbers that will assist in the communication between Bob Brady and *********** 

  Regards* ******* *******

• Initial Complaint

  Date:05/27/2022

  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.

  On 5/21/22 I dropped off my 2019 Jeep Gladiator at *** ***** **** **** * **** * **** ** ******* *** ***** *************  for 30,000 mile servicing. They called me at approx. 230 PM to state there were issues with my tires. I was told that all of the lug bolts were bad and needed replacing. The approx. cost I was told would $700.00 for parts and $300.00 for labor. When asked why it is so high I was told it was due to the tires being after market and stock would not work, I was informed that they could not legally put the tires back on with the same parts. When I asked how this could happen to all lug bolts at once I was told it wad due to the size of the tires and that they were not installed correctly previously. When I explained that they were they were the last to change the tires I was told they would have to replace everything. On 5/24/22 I received a call form them stating that my vehicle was finished and that the final cost was $919 with $211 being the cost of the 30,000 mile service. At no point did they entertain the idea that the issues was incorrect installation last time they rotated the tires but after I mentioned that the had serviced it the past 3 times the price did drop by several hundred dollars. In addition when I arrived I was informed that they think the tires and the lug nuts are what caused the damage. I requested the bolts and the old lug nuts, I was given 6 and was told the rets were thrown away and could not be retrieved (five lugs and nuts per tire) . I have looked at the lug nuts and bolts I was given. While I agree there are a few that would most likely be unserviceable I do not see where all we unusable. I feel that either the last technician damaged the lugs and was either unaware or unwilling to report it or that the dealership replaced an excessive amount of parts.

  Business Response

  Date: 05/27/2022

  Please see reply on attached letterhead.

  On 5/21/2022, our technician inspected Mr. ********** 2019 Jeep Gladiator during the process of the 30000 service and multi-point inspection. At that time, it was discovered that the lug bolts would not tighten down to proper specification after performing the tire rotation. Because this is a safety concern, and could result in wheels coming off of the vehicle, we could not release the vehicle until the problem was addressed. Mr. ******** was informed that the likely cause of the issue was the over sized aftermarket wheels and tires. In looking into the history of the vehicle, it was discovered that we have done tire rotations on this particular vehicle in the past, but it has been almost 1 year, and 10,000 miles since we have seen the vehicle.

  
  We originally quoted the price of the repair for just the wheel studs around $1000, but we were able to get a discount on the parts, passing that discount along to the customer, which is why we were able to come in below the total quoted amount.

   

  The old lug studs and nuts that were taken off of the vehicle were not requested by the customer until the time of pickup, at which time our maintenance guys had already been through and started cleaning the shop. We recovered as many of the lug nuts and studs as we could, but since we didn't know ahead of time that he would want the old parts, they were not specifically set aside for him.

  At this time, we still stand by our decision, as there is no warranty on parts that have been modified from the factory.