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:09/19/2024

  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.

  The electrical work done on our vehicle was unnecessary and did not fix the problem. Vehicle was taken to ******** ***** and it was determined that there was a stripped wire, which was causing all of the problems. I am only requesting a refund for the electrical work, whixh did not fix the problem, including the replacement of the aux battery.

  Business Response

  Date: 10/04/2024

  The consumer spoke with Service Manager about concerns, they agreed to partial refund in good faith. All parties have agreed this matter has been resolved.

  Customer Answer

  Date: 10/07/2024

  
  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:08/08/2024

  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.

  The dealership had a promotion sent out for Rams and offered a significant amount for my truck. When I called to get more info, the sales agent accused me of lying and claimed I didn't know what I was talking about. I was talked down to like I was garbage and treated like such. Since this incident, management has refused to speak with me regarding the issue.

  Business Response

  Date: 08/22/2024

  We did have a mailer back in June, I looked customer up in our *** system and it looks like he didn't want to come in and wanted 2.9% financing on a vehicle that did not qualify for it because it was on the mailer, which at that time was on a Chrysler Pacifica, he was told that, and also it was explained to him that payments on another truck would be roughly in the 700's a month range, he wanted to be $400.00 month range.  

  Customer Answer

  Date: 08/24/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  Upon review of the mailer, the dealer was offering the 2.9% financing on RAM 1500 trucks, not the Chrysler Pacifica. Further more, their sales claimed I was lying and said there was no way I was offered the shown amount for my truck. I feel as if this dealership is clearly lying, and discriminating against me. 
  

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

  Business Response

  Date: 08/28/2024

  We apologize for any misunderstanding and for any misinformation that may have been given to the consumer in regards to the sale. Our intention is to never mislead or discriminate towrads anyone. I have disclosed the 2nd half the flyer with the disclosures. 

  Customer Answer

  Date: 08/28/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  The dealership is continuing to make excuses for their sale employee's poor behavior. They have provided nothing to support their claims. They refuse to honor the offer and refuse to do any business with me. The only reason they "apologized" is because I made a complaint through the BBB. 
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/03/2024

  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.

  Purchased a 2020 Jeep Renegade the beginning of last month first issue was sunroof not working waiting for it to be repaired at some point. Second issue is underneath the vehicle. There's something broken and I would like to get both of these issues resolved and fixed.

  Customer Answer

  Date: 07/03/2024

  BBB spoke with the consumer to get some clarification regarding the issue at hand.  She advised that she has been calling the business to try and get an appointment scheduled to have the issues taken care of before her 30 days is up, but she keeps being told that someone will call her back and she never hears from anyone.  She is concerned that her 30 day time frame is going to expire and she will be stuck with having to pay for the repairs herself.

  Business Response

  Date: 07/05/2024

  The Vehicle was purchased on 6-6-2024 and brought in on 6-18-2024 needing possible rim repair on 2 rims and well as 2 tires on the passenger side due to the customer driving over something and damaging them. Came back later complaing about shield, whcih also was damaged due to whatever she ran over. As for the sunroof they were explained waiting to get into body shop to get fixed, our service department is setting that up shortly. And the customer was aware of this. 

• Initial Complaint

  Date:11/27/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We left a $1,000 deposit abd put insurance on it and they sold the truck to someone else, we want to buy the truck. We had to wait for money to be transferred from vanguard to our bank. I tried to bring them a cashiers check but they said no. The truck costs 70K

  Business Response

  Date: 11/30/2023

  The customer left a deposit on November 7, 2023. The deposit was to hold the vehicle for up to 48 hours.  For the next eleven days we were unable to confirm a delivery date with the customer.  On November 19 we received an email stating that they were going away the week of Thanksgiving and would arrange delivery when they returned.  We subsequently informed them that the vehicle was not being held for them.  Please have the customer contact us with their credit card information so we can refund their deposit.

• Initial Complaint

  Date:11/17/2023

  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.

  On August 28,2023 I brought my 2022 *** **** for a general diagnosis due to high fuel consumption and it was in regeneration for too long. told them not to do anything without my permission. a day after they told me its the turbo it has oil in it, when I told them to put everything back together so I can go somewhere else to get a second opinion ( as the engine oil wasn't leaking at all) they said its been unassembled and we Have to replace it at metro we waited a week for the part and when replaced we were told there is another problem with nox sensor(oxygen sensor) when I asked why they did not detect it when it was first diagnosed so the parts can arrive together and be replaced together so I can save time, drive my truck sooner and know my amount due so I can plan my finances and they said it is how they work. after 2 and a half weeks I picked up my truck with same issues as I brought it in. on next business day I brought it in again and they checked it saying it works all good and I need to drive it more as there might be remaining oil from the turbo in exhaust system. Two days later we noticed oil level going extremely high which means diesel got into oil. when I called them, they said they checked the injectors 2 days ago and it cannot happen, on Friday, September 15, I brought it back to them with the truck barely driving. after $8,400 already spent and now they ask for $15,000 +. But they don't know the whole damage caused by the diesel into the oil and say they will just begin with replacing all the injectors( without checking which one of 6 failed) and they don't know if the engine failed but quoted me for $49,900 to replace the engine which makes the truck a total loss because the repairs cost more than the price of the truck new. Dealer doesn't want to take responsibility for the wrong diagnosis, repairs and recommendations offered to me. this truck is used for a business and I experience a hard time paying all the bills without income for 3 months.

  Business Response

  Date: 12/12/2023

  I attached all service correspondence between customer, service and Stellantis regarding the vehicle. We followed all protocols in attempting to fix the problems. 

• Initial Complaint

  Date:09/14/2023

  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.

  We purchased a used passenger van for over $40,000.00 with over 60,000miles on it. We went to Mass and test drove it and looked it over to make sure it was in advertised condition with everything running well. We determined it was great, everything in good cosmetic condition and mechanically. We are based in NY and when the dealer brought the vehicle to us to register it, it arrived dented on either side, and keyed (scratched larger than 2 hands). We called the dealer with the driver still present and the dealer reviewed the online photos to verify these damages were not on it prior. They confirmed the damages were not on the vehicle prior and offered to take the vehicle back to be fully repaired at their dealership. We then went ahead and registered the vehicle in our name and the dealers driver took the vehicle back to be repaired (9/6/23). The salesman was in contact with me during the week the vehicle was being repaired apologizing for the inconvenience this was causing us. The vehicle was returned back to us a week later (9/13/23) with one dent still in the side and the passenger side door not unlocking. We immediately called while their company driver was still there and the dealers management said the dent couldn't be fixed but had been there before we bought the vehicle so they didn't have to fix it anyway. When I said at this point I no longer wanted to purchase this vehicle they said they couldn't do anything about that anymore. Later the sales agent emailed and said he was sorry he hadn't been in touch before the van was delivered a second time to explain the dent was not able to be removed. The dealership owner called and said that the dents and scratches had been on the advertised vehicle the whole time but offered us $300. We were delivered a damaged vehicle two times! We did not agree to purchase a damaged vehicle at the asking price.

  Customer Answer

  Date: 09/15/2023

  I requested from the business a partial refund of $1,000. They offered $300 which did not feel just considering the circumstances. In the BBB complaint I did not see an area to write in this detail and so I selected a payment adjustment as I will be making monthly finance payments. But what I am asking for is $1,000.00 to be given back to me.

  Please let me know if that answers the question.

  Thank you kindly,

  ****

  Business Response

  Date: 10/03/2023

  As the customer has stated in their complaint, they did a full inspection of the vehicle before deciding to purchase it.  We delivered the vehicle to them in ******** and the vehicle was in the same condition at the time of delivery as it was at the time of the inspection.  The dealer did not do any damage to the vehicle and is therefore not responsible for any repairs as dents and dings do not fall under the Massachusetts warranty.  As a goodwill gesture, however, the dealer did offer $200 in exchange for a signed release.  The customer rejected this offer, but we will still honor it for an additional seven days.

  Customer Answer

  Date: 10/11/2023

  We will accept the $200.00 at this time as a gesture towards lowering the costs of the damaged van.

  However, we do continue to feel dissatisfied with the customer service. The dealer says they did not damage the vehicle however from the time we looked at it to the time it was delivered it was keyed and dented. When the dealer took the vehicle back to be repaired it was not fully repaired and delivered back to us with a dent and no communication from the dealer acknowledging the damage could not be repaired fully. 

  Additionally, the side passenger door needed to be repaired as the lock was not working. We have since repaired that out of pocket at a local **** dealership. 

  These damages were not revealed at the time of showing and as a result we paid top market price for a damaged vehicle. 

  Please advise when we can expect to receive the $200 payment.

  Thank you,

  ****

   

  Business Response

  Date: 10/13/2023

  A release letter has been emailed for signature and notarize so we can then send the money. Thank You..

• Initial Complaint

  Date:08/10/2023

  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.

  I purchased this vehicle, less than two years ago, recently I took it in for service regarding air conditioning; and when I delivered it to get looked at, I was told if it is a hose leak or issue other than needing a charge the warranty will cover it. I then get a phone call stating that it is the ** compressor that needs to be replaced and that I would have to pay close to $3000 to have that repaired stated it is not covered by warranty and I would have to pay out-of-pocket. I explained that that is not the situation that was explained to me when I dropped off my car and they completely disregarded what I was saying and said if I needed it fixed its $3000 , this is not the first time that this business has given me false information. This vehicle I purchased from them and has been nothing but problems since I purchased it. They are unprofessional rude and was standing in the lobby picking up my vehicle I heard an employee on the phone with a customer rude as well hangs up the phone with a customer, and as Im standing there, a customer starts bashing the person that was just on the phone , this is terrible service that these people provide and terrible equipment vehicles that they provide and theyre just robbing people blind out here

  Business Response

  Date: 08/25/2023

  This consumer purchased this vehicle Sept. of 2021, with ***** miles on it, At time of purchase the vehicle was already out of any factory warranty. ****************** did purchase a extended service contract when she purchased the vehicle through Zurich, it was a powertrain warranty which does not cover air conditioning. We did good will a diagnostic on the vehicle to help where we could. 

  Customer Answer

  Date: 08/25/2023

   
  Complaint: 20449666
  
  I am rejecting this response because:
  When I dropped off I was told warranty would cover then I was told No. the miscommunication and unprofessionalism is unreal. They bad mouth customers right in front of other customers. They need an ethical/customer service course for sure
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/25/2023

  I can only speak to the issue of warranty not covering the fix,  the car was purchased 2 years ago and was out of warranty from factory, a extended service plan was purchased that covered the powertrain. My service ***** covered ********.  fee, I was explained that the customer was very unsatisfied and vocal about her displeasure that the warranty didn't cover the a/c, stated ***** told her it covered everything when she purchased it and was upset with the service *****  when told it only covers powertrain.

  Customer Answer

  Date: 09/01/2023

   
  Complaint: 20449666
  
  I am rejecting this response because:

  diagnostic fee was not waived 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/01/2023

  According to our records you did not pay anything in regards to this last service including not paying for a rental for the week you were in it. 

• Initial Complaint

  Date:04/24/2023

  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.

  We bought Tires for life policy and were denied Tires.. we had all of our oil changes done within the date or mileage due.. I am disgusted that the first claim we file, after paying for this service, was denied.. this is a total scam and should be shut down..

  Business Response

  Date: 05/19/2023

  Tires for ************ was a free service with the purchase of and new or pre-owned vehicle back by a third party provider. With the service the customer is responsible to meet all maintenance requirements including oil changes, tire rotations as well as K services ex.(50k service, 55k service,60k service etc...) The customer did their 50k service but no other services since except for oil changes, Every **** miles is a service required on the vehicle which they now have 70k and last K service was done at 50k, They should have had 55k, 60k,65k, they have not and that is why the claim for free tires was rejected. All the information was provided to them in writing with the contract they signed for the service. I have attatched the service intervals they have performed here at the dealership. I hope this helps..

• Initial Complaint

  Date:09/02/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 22 I took my Jeep in for an issue with it starting. I let my advisor know that 3 weeks prior the battery died and was charged. Though my advisor was able to duplicate the issue the tech was not. My battery was tested and allegedly passed. Not even 1 week later the car began to jerk and buck as I was driving with my Tachometer drastically dropping as I was driving and I waited 2 weeks for an appointment. That brings us to ****, Where I explained what my car was doing and my check engine light was illuminated. An evaporator leak was discovered as well as a gap with the spark plugs and claims the plugs were incorrect. I was charged another 155 that apparently did not go towards the work to repair the issue. I approved over **** in repairs including a suggested brake job and the replacement of the allegedly good battery based off the recommendations of the "certified" technicians. **** NOT EVEN 24 hours after picking up my jeep I had literally the same experience on the highway nearly having an accident and being escorted off the highway with the state police. I had the car towed back to the dealership, needless to say the **** did not fix my issue. I was told by **** the tech would look at my vehicle and that did not happen. On **** I called and after my advisor clearly didn't understand my frustration I spoke to the manager ******* who had no idea my car was a return, and I was left without a loaner vehicle and no update. ******* was able to get me a loaner but I was then charged another fee to re-diagnose the issue my car was brought for in the first place. I'm now being told that I need to spend another 700 "to start' to fix my issue and replace an ASB module and that they need to bleed the brakes& that I needed to pay for parts that are backordered. My advisor said if it's not the *** module than its the *** and they would need to replace that. I left **** without my car fixed again and its ridiculous I'm supposed to pay for the techs inability to diagnose

  Business Response

  Date: 09/17/2022

  We took care of the customer internally. 

  Customer Answer

  Date: 09/23/2022

   
  Complaint: 17802962
  
  I am rejecting this response because: I was supposed to be issued a refund that I have not received. 
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 10/04/2022

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

  I received it Saturday, thank you for following up.

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

• Initial Complaint

  Date:06/23/2022

  Type:Order 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 was purchasing a 2017 Ram that I had leased for 3 years. **** in Finance offered to sell me an extended warranty. I informed him that Im not eligible for the extended warranty because I had my differential fluid changed at 28k miles at a *********** Having work done outside of their service department voids the warranty. I went to ********** because businesses were often shutdown during COVID and I was lucky to just get in anywhere. **** assured me that it wouldnt matter because I had the work done prior to the purchase, and the truck now had 32k miles. ****** businesses were often shutdown during COVID. Trusting **** I purchased an extended warranty. When I went in for an oil change the customer service rep told me that my extended warranty was no longer valid because I had work performed outside of their shop. I tried to resolve this with **** and the customer service rep. I thought I had succeeded but the customer service rep became belligerent when I was leaving and said, Good luck getting them to honor their contract if you ever need it. Those words and this experience has proven to me that this dealership has no intention of honoring our contact. I would like my extended warranty purchase price of $3,500 refunded and I would like to cancel this extended warranty contract.

  Business Response

  Date: 07/12/2022

  We took care of this matter internally.

  Customer Answer

  Date: 07/18/2022

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