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:09/12/2024

  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 received a recall notice for a Buckle Switch/Airbag Light. See attached. I scheduled an appointment for 09/12/2024 at 9:00 a.m. Upon arriving at my scheduled appointment, I was told the following: the "part is not available"; "******** will only allow them to order 5 parts every 7 days"; they are now 2 months out. The recall notice indicates "...effect sensor may cause the front seat air bag to not perform as intended during a crash" and "are sincerely concerned about safety". It does not appear as if "safety" is of any concern or my vehicle (********************) would be a the dealership getting repaired.

• Initial Complaint

  Date:09/11/2024

  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.

  4th time bringing van in for low coolant and CEL. Also asked for estimate for front bumper. Shop pictures showed vehicle had been damaged further while in their care and required more costly repairs. I called a few days later for an update & was told no work had been done & they were waiting on a part. No one had called to let me know they had found an issue. They did find the leak, but the part was on backorder and could take days or months. On 8/29, I called and requested the body work not be completed & that I was coming to pick up car while they were waiting on parts. I was told part was coming in that day and they could have the car ready by Tues. Was told they had not started on the body work yet and that she would tell R*** as soon as we got off the phone that I didn’t want the body work done. A week later, called again to check on the status of my vehicle. I was told again the parts had just arrived & they would hopefully be done by Tues. She then told me the body work had been completed in the meantime. I asked her if she had forgotten about our conversation the week prior where she was supposed to tell R*** not to do the body work. Called the body shop, was told by R*** he would sort it out. He called back to say they would address the employee & I would get car back by Tues. I asked about the unauthorized repairs. He told me he would get a timeline & see when things were done & their phone calls were recorded so he could review them. The next thing I heard was on Mon. that my van was ready & my invoice was for the body work and deductible for engine repairs. My husband went to pick the vehicle up & it would not start. They were able to get it started and the CEL was still on! Pulled it in & decided the battery was bad. I paid the invoice to get my vehicle back, but feel I am entitled to a refund of the body work for unauthorized work & for diagnostic fees/deductibles from the previous visits where they didn’t detect the leak.

• Initial Complaint

  Date:06/13/2024

  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 had my rear window replaced due to a water leak on 5/24/2024, covered under the manufacturers warranty. The window began leaking again less than 2 weeks later. I again scheduled to have this repaired on 6/13/2024. When the vehicle was dropped off on the morning of 6/13/2024, I advised that my rear backup camera was glitching, something that should also be covered under warranty. I received a call approximately 2:00 PM, and was informed that the rear window needed to be removed and re-sealed by the third party who had performed the original repair. I was also informed that I owed $200.60 for the radio inspection and that it needed to be replaced, as it was a bad radio. According to the service advisor, there were connections that had been "super glued" and heat shrink had been used on wiring. This vehicle was purchased used on 6/18/2023 and I was unaware of this information. In addition, I was never informed at the time I dropped the vehicle off for service on 6/13/2024 that there were any possibilities I may be charged for anything. Also in addition, the rear window was not repaired during the scheduled service due to the inability to have the third party arrange the service repair. I now run the risk of my vehicle being damaged if/when it should rain, prior to being repaired for the second time. Both of these issues are completely unacceptable and unwarranted.

• Initial Complaint

  Date:05/11/2024

  Type:Sales and Advertising 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 received a phone call after liking a **** online. I was told to come in and test drive this ****! When I got there the salesman Nick gave me the keys and I took it on a 20 min test drive. I drove it around and said I wanted this ****. I told him I could put down 1-8k but preferred under 3k. I signed intention to purchase paperwork, ******, Nick went and got the exact mileage from the vehicle I signed all the paperwork prior to financing and was told when banks opened in the am they would work on financing. Around 11am I got a text stating that he was busy but the finance manager had just started working on my purchase. I had told them that I was at work but I signed all the paperwork on Sunday and if they could get the payments to my desired price range I would come in and sign the paperwork. After this establishment ran a hard credit check. I called when I got off work and they informed me they sold the vehicle to someone else during my purchase! I called and left messages to the manager as well as ask my salesperson to have someone call me. They also refused to give me the paper that I signed as an intention to purchase. Told me I signed no such paper, when I did as I had a witness. The finance manager never called me. After running my credit and neither did my salesperson. I requested a call back several times from the sales manager as well. This is every unethical and buyers need to be aware! Running a hard credit check is not something that I take lightly.

• Initial Complaint

  Date:01/05/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12-30-23 I drove 3 and half hours to Florence Kentucky to purchase a 2022 Dodge Charger Scat Pack I was told the interest rate would be 7.8 which beat my bank at 7.9. However, I was informed that the rate had changed to 9.8 then when to 8.6. Which I was extremely disappointed. Yet, I still wanted the car after driving over 3 hours. While going over the cost I was charged 899.99 for some type of paint protection and 499.99 docking fees. Something I was overcharged and forced to pay by another phone company previously but after a BBB complaint the previous car dealership refunded me the charges. When I told them I didn’t want the paint protection…they stated that I had already added the paint protection so I had no choice but too pay for it or walk. I am writing this complaint to get the 699.99 charger for the paint protection because they didn’t know 200 off and to also reimburse me for this bogus 500 dollar docking fee and I was also charged. Thousand dollars for excise tax stating they had no record of it paid in Indiana which was already paid. The financial manager was great but the manager was pretty pushy and deceptive. I would like to be refunded.

  Business Response

  Date: 01/18/2024

  We have reviewed the guest's concerns regarding interest rates. We passed on the rate that the bank approved. Some guests have a relationship with a local bank and can sometimes negotiate a lower rate. The guest has that option regarding doc fees. The fee is applied to all guests based on what is applicable by state law. The paint and interior protection are applied to the vehicle and cannot be removed. Therefore, the product is non-cancelable. All taxes collected are forwarded to the proper city, county, state, and federal agencies. Reimbursement of taxes is an issue he may want to address with the proper agency.
  

  In closing, the customer was well informed of all the fanatical details and signed all documentation. The guest was provided copies; duplicate copies can be provided upon request.

• Initial Complaint

  Date:06/06/2023

  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 traded in a **** **** ***** ******** due to electronic issues and we found another car on the lot that was a little bigger and nicer so we just upgraded and now we are having issues with this car the radio isn’t working correctly the Bluetooth keeps going out I have had it back to the dealer 4 times for this issue and nothing is getting fixed I have suggested getting the radio replaced and c Gotten no where they tell me it’s 1500 bucks and I said I paid 50000 dollars for a new car everything should work at this point I Would like them to just buy the car back and I will go buy a different brand but I will settle for the radio being fixed properly and once and for all As a side note I was told when I purchased the vehicle it had a 7000lb towing capacity and later when I inquired about getting a hitch out on was told it only has a 3000 lb towing capacity so I went from being able to tow my boat to not being able to tow my boat which was part of the reason I bought the bigger car

  Business Response

  Date: 06/09/2023

  BBB,

  I have been in communication with the guest. The issue appears to be intermittent. We are going to provicde him a like vehicle as loaner. That will unable us to help determine if its a phone, cell tower or vehicle issue.

  Customer Answer

  Date: 06/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this will be the start to a satisfactory resolution although I would prefer not to close the case until the problem is resolved as I am not confident yet that without your assistance I will not get the resolution that would be satisfactory to me. 
  
  Regards,
  
  ******** *******
  

• Initial Complaint

  Date:02/06/2023

  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 minivan from this company in February 2018 and when my vehicle was purchased this dealership did not offer me any opportunity to purchase an extended warranty. At 60,001 miles the entire transmission went out on the vehicle and because the van was 1 mile over the 60K mile manufacturer warranty they would not cover the cost to repair and I had to pay over 4 thousand dollars for them to repair my minivan, not including the cost of renting a vehicle for 14 days because the shop refused to provide me with a loaner vehicle. The shop manager Lance kept my vehicle for 8 days longer than what was quoted because he forgot to order parts etc which caused me to incur further expense. To add insult to injury, a year after my vehicle was purchased Zimmer came out with their lifetime warranty on all new vehicles which couldn't be applied to my vehicle even though it was purchased new. I am now at 108K miles and my entire engine has gone bad and has to be replaced. AGAIN.. no help from Zimmer because we didn't have any extended warranty. How about Zimmer be held accountable for selling me a LEMON.

  Business Response

  Date: 02/14/2023

  **** *****,
  
  We sincerely apologize that you have experienced issues with your vehicle. In reviewing your sales file, it appears that you purchased a 5/60,000 FCA service contract. At the time of the transmission failure, your vehicle mileage was 68,275. We understand that you are now experiencing an engine issue. We do not see any records of the vehicle being inspected at Zimmer. We would love the opportunity of diagnosing your vehicle, and perhaps we can find a solution that works for both of us. You may contact me directly at ###-###-####.
  
  Best,
  
  Lorenzo S******
  General Manager
  Zimmer CJDR