Complaints

This profile includes complaints for Commonwealth Motors's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Commonwealth Motors

  1 Commonwealth Drive Lawrence, MA 01841-2268

  
• 

  Commonwealth Kia

  2 Commonwealth Dr Lawrence, MA 01841

  
• 

  Commonwealth Chevrolet

  155 Marston St Lawrence, MA 01841-1526

  
• 

  Commonwealth Honda

  135 Marston St Lawrence, MA 01841-2201

  

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:04/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a pastor at a local church here in the ************************ area. I was shopping for a newer vehicle as my current vehicle needed a lot of work. I walked into commonwealth Honda to simply shop I was asked for a $2,000 Deposit before my approval with the bank after finding out I was declined I went home completely forgetting about the deposit; I then returned the following day and was told my deposit would not be returned. I tried to ask almost daily for the following 2 weeks for my deposit with no success. I charged the money to the card in hopes of buying the car but now I simply need my deposit returned.

  

  Business Response

  Date: 04/08/2025

  This is response to the complaint filed by ****** *******, he came to us and we spent considerable time with him in choosing the correct vehicle for him.
  After consummating the deal Mr. ******* signed a purchase and sales agreement stamped my deposit is nonrefundable copy of agreement is attached.
  Consequently, it took our business manager quite a while to get him approved and after considerable efforts he was approved to purchase.
  For no apparent reason he then told us he no longer wanted to purchase the vehicle.
  We have now been informed that Mr. ******* did in fact purchase a vehicle from a competitor of ours based on our financial approval.
  In the meantime, we lost several deals on this very desirable vehicle while we held it in good faith for Mr. ************** are adhering to the clause he signed on his purchase and sales agreement.
  

• Initial Complaint

  Date:02/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car has only and entirely been service at this location. Most recently due to a recall. My car is a 2018 Honda Accord with about *****. Miles give or take. Most recently as of Thursday my car completely broke down I contacted Honda who then proceeded to have me take the car in. They received my car late afternoon and told me they would have an answer for me the next morning. I was contacted and informed that the issue wasnt the most recent work they did but that I needed a new engine due to coolant in my motor. However my car has been serviced within the last year and a half twice prior to gaskets 1st gasket being a malfunction from the manufactured to caused it to be changed the second time. Honda fails to except any accountability in the fact that their mechanics failed to properly diagnosed my car the first two times or even give me the state of my motor to the fact till now that Im finding out there was issues in the first and second placement to begin with. They have quoted me To get a used engine at $7000 which I think its ridiculous due to the fact that this is clearly an error on common behalf being that theyre the only ones that have always and only handled my vehicles maintenance. I have also been informed that with this particular model and there has been numerous complaints due to the same issue however they failed to do any type of recall in reference to it. Honda Does not want to except Any accountability or come to an amicable resolution to the fact that I shouldve been informed either or anytime of the state and not waited until this happens. They told me being that I am out of warranty now they are not trying to help me or trying to help me at minimum when it is clearly a mechanical or a maintenance error on their behalf. I have also been informed by sources close that they have had similar issues with common wealth and reference to *********** damaging of Engine and transmissions.

  

  Business Response

  Date: 02/27/2025

  The first time we received this vehicle was on June 26, 2023, with multiple warning lights illuminated on the dashboard. After performing the diagnostics, we found that the head gasket required replacement due to coolant in cylinders 2, 3, and 4. We also sent out the cylinder head to the machine shop for inspection and it was in good condition at the time. The customer agreed to proceed with the replacement of the failed part, and the issue was resolved at that time.
  
  The customer returned on September 18, 2023, with similar issues, specifically experiencing misfires in cylinder 2, which triggered the dashboard warning lights. Upon further inspection, the technician determined that the head gasket previously installed was a failed part. Since this repair was still covered under the warranty, we replaced the gasket again at no charge to the customer. As per ***************** policy, 12-month/12,000-mile warranty is provided on the initial repair. Additionally, we recommended replacing four spark plugs, which required special approval from Honda, as this was not part of the head gasket replacement.
  
  
  On February 24, 2025, the vehicle returned with multiple warning lights illuminated again. Given our prior relationship with the customer and the fact that we had recently performed a recall on the vehicle, we diagnosed the issue at no charge. This time, we found both oil and coolant in the pistons and recommended replacing the engine with a used engine due to the severity of the issue. Based on our experience with similar cases, we determined that repairing the cylinder head or block would likely cost the customer more in the long run.
  
  After discussing the situation with the customer and reviewing the costs involved with replacing the engine, the customer declined the repair and requested assistance. We informed the customer that, in order to proceed with **************** assistance, a tear-down of the engine would be required to determine the full extent of the damage. Before proceeding with this tear-down, we contacted Honda to inquire about any potential assistance, but due to the fact that the customer purchased the vehicle while it was out of warranty and the client was the 3rd owner, Honda declined to offer any support. Despite this, we offered to help the customer by providing a discount on the repair costs, should the customer decide to move forward with the engine replacement.
  
  
  After the customer expressed dissatisfaction with ***************** response, we contacted Honda a second time to explore possible options for assistance. Unfortunately, Honda again declined any support.
  
  It is important to note that the current owner's information is not the same as when the previous repairs were done. The vehicle has had three previous owners according to the Carfax report, and it has been nearly two years and ****** miles since the last repair was performed.

  Customer Answer

  Date: 02/28/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The negligence on the path of USA Honda and common love Honda as a hole is utterly disappointing and disgusting due to the fax and matter of this issue. I believe there couldve been an extremely better way of about the situation on behalf of the parties involved due to the fact this is a clear manufacturer defect I am not the only person there are many others complaining of the exact same thing and exact same issues. The fact that I went back a second time and I had a common wealth service manager expressing her anger towards my original complaint to the BBB and spoke on behalf of the owner that how upset the owner was about my complaint as well a Honda USA referencing that they were not gonna help even more due to the fact its even more disgusting And an ethical. I Believe commonwealth Honda Has had many issues and on the country of all that was said to me prior I still chose to trust them with my vehicle now I know that was the biggest Mistake. That being said I did receive a second opinion and the information that commonwealth Honda I had given me which was three separate diagnosis and were all false - even more disturbing to the fact that I dont even need an entirely new engine and they were trying to make me buy one for ***** not needing to. I will think twice before recommending Honda as an entirety to anyone I am currently looking to switching up one of my cars at home that happened to be Honda. I I am extremely disappointed in Honda USA service as well as their representative.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Tahycha

   

   

  

  Business Response

  Date: 03/03/2025

  To clarify the estimates for the necessary repairs:
  The cost to replace only the block is $8,812.11 (parts and labor).
  The cost to replace the cylinder head is $8,972.69 (parts and labor).
  If both the block and the cylinder head need to be replaced, the total would be $12,015.49 (parts and labor).
  In order to accurately determine which parts need to be replaced, we would need to disassemble the engine, which would be done at the customer's expense. As mentioned previously, this process could potentially lead to additional costs for the customer, which was fully communicated to the client and explained the reason of why an engine was recommended.
  We also want to clarify that at no point did we state that Honda would not assist due to the Better Business Bureau complaint. Rather, when we received the complaint, we reached out to the Honda representative once again to inquire about any potential assistance. Unfortunately, the representative confirmed that no assistance would be provided due to the customer being the third owner, having purchased the vehicle after it was out of warranty, and the lack of maintenance history. No goodwill assistance was approved in this case.
  We understand that the customer was upset with American ***************** response. However, After Honda declined assistance, we offered to help, but the customer ultimately declined our offer of assistance on the price to install an engine.
  If you have any further questions or need additional clarification, please dont hesitate to reach out.
  

• Initial Complaint

  Date:02/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  came in for oil change and vehicle service check. 9 days later, bring it back, feels slight vibration, assume it is tire. inspected, told need new car! after 9 days previous, clean bill of health. cops called to remove me, disabled senior, been there for years, never any issues! previous bill attached, tried to give me false info. say, 3rd brake light out, nope! my mechanic says unplugged! plug back in, ok! same mechanic as this time. can confirm. now, I tell him, they say need new car! he says, nope! driveshaft, bill attached, fixed! 352+400=752. any type of resolution, may have to file legally. this is second time in writing! can explain further if needed...dishonest dealing...

  

  Business Response

  Date: 02/17/2025

  This customer has a *************************** Rogue with ****** miles on it he came in on 1/15/2025 and a routine maintenance service oil change and tire rotation which was performed as requested, ten days later and 158 mile he returned for a vibration on while driving on 1/25/2025 158 miles later, we
  inspected and road-tested the vehicle to find the issue was a seized rear drive shaft u joint we proceeded to tell the customer what the vehicle needed he blamed us saying we caused the issue he then became threating and belligerent to our staff and wanted to talk to the general manager ***** ***** the talked to *** ********** who was still threatening he told ***** if you want me removed you will have to call the police which we did and he was removed from the premises.

  Customer Answer

  Date: 02/17/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQIt is quite obvious they are not prepared to resolve this very serious issue. None of that happened at all! I was told I need a new car! I was told the service manager was not in! they went to get the sales manager. never once blamed them for anything! never threatened anyone! EVER! However, it is quite obvious what had happened in 2022 (enclosed) when I was told my third brake light was out! my mechanic verified, and will testify that it was unplugged! and when plugged back in, worked fine! Having gone there for years with never any issues, would appear quite odd! especially from a disabled senior! they also seemed to have left out, that 9 days earlier, I had a complete service inspection, in writing, giving the vehicle a clean bill of health there was never any mention of repair, nor an estimate! just, I need a new car! information in black and white, always supersedes any he said/she said!! very poor management skills on resolving issues! I was a Sales Manager in *********** for 30 years, management is to resolve, not blame or escalate! just good business practice!
  
  Regards,

  *****

   

   

  

  Business Response

  Date: 02/18/2025

  ***** will reach out to **** L directly by email!

  Customer Answer

  Date: 02/19/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  I am not quite sure about this. I do not wish to close the case, as I am not quite sure if they will contact me at all. While I do appreciate their effort, I feel it is a safer choice to keep the BBB involved in the resolve process. Have a blessed day...
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:02/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car battery kept dying. I bought a new battery and the issue continued to happen. I had my original mechanic then replace the alternator, the car kept dying. I decided to take it to a honda dealership, Commonwealth Honda. When i first took it to them they charged me for diagnostic testing as they said the issue sounded like a parasitic draw. They told me they found no draw and that it was the battery. I informed them that i had just replaced the battery with a new one. I took the new battery and exchanged it for another new battery from autozone. The battery continued to die. I took it back to the dealership and told them that this is the 2nd new battery and the car is still dying. They checked the car again, said they still couldn't find a draw and that is was the battery, even though this was the 2nd new battery. I had the dealership replace the 2nd new battery with a Honda battery from the dealership. A week later the car is dying again. I decide to take it to a different mechanic who did a draw pull test in front of me and he found a draw in less than 5 minutes and informed me which fuse was drawing power (backup camera, door locks and factory alarm fuse) . I complained to dealership that another mechanic found a draw right away and i wanted to be reimbursed for the battery, they refused. They offered to have the car brought back in and would fix the issue, no cost. They had the car 2 days and told me it was the aftermarket alarm/starter that was drawing the power (even tho the previous mechanic disconnected it) . They removed the starter , told me their test showed it was drawing significant power, removed the unit and the car was all set. The next day the battery was dead. My mechanic called them and told them exactly what they needed to test. Low and behold it was the door locks! They are trying to charge me almost $500 to fix the doors locks and refuse to refund me for a battery i didn't need, or for the alarm they removed

  

  Business Response

  Date: 02/17/2025

  Good morning,
  I wanted to provide some clarification regarding the customer's vehicle and the steps we've taken to address the issue.
  When the customer first visited, we performed a comprehensive battery test and draw test. Based on our findings, the only issue identified was that the battery needed replacement. At that time, the customer declined our recommendation for a battery replacement. During the second visit, we repeated the same tests, and again, we found no electrical draw, but the results indicated that the battery needed replacement. This time, the customer proceeded with replacing the battery.
  Later, the customers mother came in with concerns. We assured her that we would verify the recommendations from their mechanic. We offered to perform a diagnostic test at no charge and spent approximately 5 hours working on the vehicle. After thorough investigation, we identified the first draw coming from the aftermarket remote starter. With the customers permission, we removed the starter and kept the vehicle overnight to confirm the issue was resolved. The following day, the vehicle started without issues.
  Subsequently, the customer reached out again, and her mechanic called us to provided additional insights. He mentioned that at one point, when the vehicle's doors were locked, the locks were repeatedly going up and down, indicating a potential issue. Based on this new information, our technician found that the driver's door lock cylinder was malfunctioning and causing an additional draw. We promptly installed the necessary part and only charged for the cost of the part itself, waiving the labor fee. To ensure everything was resolved, we kept the vehicle overnight once more, and the following morning, the car started with no further issues.
  Following this, the customer reached out again, and we advised her to have the vehicle towed to us without jump-starting it. This would allow us to better assess the current situation. We are still awaiting her response to this request.
  We understand the frustration that can come with these types of problems and have made every effort to identify and resolve the issue at no additional cost to the customer, aside from the necessary replacement parts.
  Please let me know if you need any further information.
  Best regards,

• Initial Complaint

  Date:01/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  THIS DEALERSHIP HAS BEEN TERRIBLE TO DEAL WITH. I REGRET BUYING MY CAR FROM THEM! THEY KEEP SENDING ME SERVICE MAILERS EVERY MONTH SOMETIMES TWICE A MONTH OFFERING ME DEALS TO COME INTO THEIR SERVICE AREA. I WOULD NEVER EVER GO BACK TO COMMONWEALTH HONDA. I RESENT THEM SENDING ME MAIL AND COMMNICATING WITH ME PERIOD! I HAVE A GREAT RELATIONSHIP WITH HONDA NORTH IN DANVERS. I HAVE CALLED THIS COMANY... EMAILED THEM... SENT ***** MAIL REQUESTING THEY CEASE AND DESIST BUT THEY CONTINUE TO IGNORE MY REWQUESTS. AND NOW THEY START THE NEW YEAR BY HARASSING ME YET AGAIN!! IT INFURIATES ME TO HAVE ANY MAIL FROM THEM!! PLEASE HELP ME TO GET TAKEN OFF THEIR HARASSMENT MAIMING LIST ONCE AND FOR ALL!!!

  

  Business Response

  Date: 01/23/2025

  Mr. ******* has been blocked from anything in our system to send out mailer on our end.  unfortunately if this comes from a third party vendor there is nothing we can do!  Again we have removed Mr. ******* from everything we can in our system! 

  Customer Answer

  Date: 01/23/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  In regards to COMMONWEALTH HONDA. this company has been harassing me by mail for over 4 years now. *****( Commonwealth customer advocate) told me that he had taken out my personal data from the system over 2 years ago and that I would no longer receive the flyers and or ANY other communication. COMMONWEALTH pays an ad agency to print their own service specials for the ******** dealership. COMMONWEALTH has the responsibility to contact this advertising company and insist that I be taken off the list and to stop sending mail to me!! They are complicit in this harassment and this nightmare!   Also what is the name of the company that prints COMMONWEALTHs flyers and  the service cards and mails them out . I want to touch base with this company and perhaps I can advocate for myself nip it in the bud.
  
  
  I AM NOT IMPRESSED BY THE BBB COMPLAINT PROCESS IT IS NOT USER FRIENDLY AND ITS TIME THAT YOU FOLKS FIXED IT!!   WHEN WE WRITE OUT INITIAL COMPLAINT AND PROBLEM ITS EASY THE SAME BOX AND PROCESS SHOULD AVAIL ITSELF WHEN WE CLICK THAT WE ARE NOT HAPPY WITH THE RESPONSE FROM THE COMPANY WE ARE HAVING ISSUES WITH.. ITS REALLY A PRETTY SIMPLE FIX BUT IT SEEMS BBB DOES NOT REALLY CARE ABOUT CONSUMER ADVOCACY AND OR FIXING BROKEN CHAINS IN THE PROCESS.WHEN I WORKED AS A RN WHIEL SERVING OUR COUNTRY I LISTENED TO CUSTOMERS CONCERNS AND WORKED HARD TO REPAIR BREAKS IN THE SYSTEM!!  
  
  
  ****** BRENNNAN   

  

  Business Response

  Date: 01/27/2025

  Once again, we have ceased all communications with this customer, if in fact he is receiving unwanted solicitations it is not from us.

  if he is getting emails he can simply UNSUBSCRIBE, if he is getting junk mail like we all do he can simply through it out.

  To reiterate..................he has not for a while and will not be getting ANYTHING from us.

  Customer Answer

  Date: 01/27/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:11/13/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 2nd, I put a $1000 deposit on a vehicle with the condition that my mechanic look at the vehicle and declare it a good *********** mechanic advisee me not to buy the vehicle.Commonwealth motors won't give me my deposit back, though it states on the purchase agreement *subject to mechanic's approval*

  

  Business Response

  Date: 11/14/2024

  We will be crediting back the Customer! 

• Initial Complaint

  Date:08/27/2024

  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.

  First off this place service will rip u off went in for alignment was told my alignment couldn't be done cause my tie rods looked welded after I just bought the parts from from them they then showed me picture of axles going in to ****** I then was charged 100 something that they couldn't do went down street to another garage and the alignment was done perfect place is rip off they charge u for nothing watch out for service they will rip u off u never no scumbag service manager

  

  Business Response

  Date: 08/28/2024

  The customer came to our service department to perform an alignment priced at $199.88 and during the multipoint inspection, our technician discovered that one of the front tie rods was welded, and the other side was frozen, which prevented us from adjusting the front toe. As a result, the technician recommended replacing the tie rods to complete the alignment, also providing him with a picture of the welded tie rod and explained the situation. At the time the repair was declined by the customer. We performed only the rear alignment as we could only adjust the rear wheels and because of this we only charged half of the price of the alignment charging him only $100. Additionally, as a token of appreciation for the customer's loyalty and the significant investment made with us since 2019, we applied a $50 credit to his account which he was satisfied with the offer.

• Initial Complaint

  Date:08/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my ***** truck on 7/20/22 w/ the extended warranty & other coverage( $4,030)During the last service visit (6/25/24)my husband was told by *******************, service mgr that we were on a do not service list since 11/2023 & we can never come back. I immediately called & spoke to **** directly to get an explanation since this was the first time I, the owner of the truck, heard of this list. **** couldn't explain why he didn't notify me or why the truck has been serviced there on multiple occasions since being put on this list. He was extremely rude & dismissive. I was told the reason he put me on the list was because of the incident that took place when my husband took our truck in for service in *** which consisted of the same rude and dismissive behavior by the staff. Since he had no answer as to why I, the owner was never notified I emailed the owners Charlie ************************ *****, *********************, ************************************************** After not receiving a response I sent another email. I received a response from ************************* which didn't include an apology, empathy, or resolution. I was wished good luck in the future & the reason for the no response was to abide by what I said. He referred to my complaint and not wishing to further shop or recommend Commonwealth. At this point I was told to speak to *********************. I went into the dealership in July & met w/*********************. I explained the situation, reminded him I have been a loyal customer since 2008, expect a resolution because I have paid $4,030 for the warranty that I'm told I can no longer use. In my opinion this is fraud. He understood why I was upset. He made a statement how many people complain about the way the staff at ***** service treats the customers especially & mentioned they are known to be rude. I was informed the warranty I purchased can only be fulfilled at ************************** can't take my truck anywhere else. As of today I left ********************* 3 voice mail messages and have not heard back.

  

  Business Response

  Date: 08/27/2024

  Good Afternoon,
                                      The intent of this letter is to respond to the Better Business Bureau complaint filed against Commonwealth Chevrolet by *************************. While this customer is the owner of the vehicle listed in the complaint, her husband is the individual that has brought the vehicle to service on multiple occasions. On his last visit, he threatened the lives of everyone in our service department. Because of his aggressive and threatening behavior, we have chosen not to continue our business relationship with this customer, which is why they were placed on our ************** list. When ************* brought the vehicle in to service in June, we did service her in error and our Service Manager, *******************, informed her that she was not welcome to return following that visit.
                  At this point, ************* contacted me. At no point during our conversation did I reference any type of rude behavior on the part of our Chevrolet service department. To do so would have been unprofessional on my part and out of character for me. In fact, my extended family travels from an inconvenient distance to service their personal vehicles with the ************************ because of the trustworthy and courteous service they receive. During our conversation, I offered to cancel the extended service contract for *************, which she declined. Additionally, I told ************* that I would look into the ********** List issue and that in the worst case scenario, I would petition the extended service contract company to release her from her obligation. I did inform her that while it should be possible to do that, I have not had the occasion to do so in my nearly twenty year career and that it could be a lengthy process. Her obligation to service with us under her extended service contract to have repair work done with us was waived by the company as of 8/21. This should conclude our relationship with this customer, as we have done everything that is required of us and do not wish to do further business with individuals that threat the health and wellbeing of our valued staff.

  Customer Answer

  Date: 08/27/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

  May I ask who the person is that is responding to my complaint?  If the person responding is ********************* he has lied on several statements.  I never brought my vehicle into Commonwealth on June 25th, my husband did so I was never made aware during that visit because I wasn't present.  I made the phone call to *******************  to find out what was going on because I was NEVER notified.  Furthermore, after this incident they claim my husband was aggressive makes me a bit confused because on June 10th both my husband and I brought the vehicle in AFTER this supposed incident for a repair issue.  ******************* himself spoke to both myself and my husband and NOT once did **** mention anything about us being on some do not service list.  My husband brought the vehicle in there previous for maintenance and again NO mention of a dns.  So if he did what they claim why was he allowed to bring in the vehicle?  Why wasn't I notified and asked to bring in the vehicle from that point forward if that was the truth.  

  During my meeting with ********************* he absolutely confirmed that my complaints about the rude behavior by the service members at ***** isn't something he has been told before by others.  He wasn't the only one at ***** that confirmed that.  I have read other reviews that mention the same complaint.  During the meeting I do not recall being told he would cancel my warranty- if that is the resolution how much will I be reimbursed since I have already paid $4,030.  Please explain what is meant by it's cleared by the company as of 8/21.  I don't understand what that means.  Furthermore, why didn't ********************* call me as he promised and review this with me. He chose to ignore me, do you think that is professional and good customer service to someone who has purchased many vehicles from this dealership since 2008?  I find that extremely unprofessional.  We had a very lengthy conversation about customer service and how people should be treated because I have been in customer service for over 27 years.  He assured me he understood where I was coming from and made it seem as if he would do all that he could to help me. Another lie.   It appears the workers at Commonwealth are trained to cover one another to avoid bad reviews and complaints against them.    So again my question is what do I do if I need my vehicle repaired because I am told I can't take it to commonwealth?  The warranty company told me the dealership can simply send them some kind of release.  Why won't the dealership do that so I can just go somewhere else?

   

  Thank you

  
  FAQ
  
  Regards,

  ********

   

   

  

  Business Response

  Date: 08/28/2024

  Please just respond that that warranty company has released her from her obligation to come here and that she use it wherever she would like.

  Customer Answer

  Date: 08/29/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

  I accept the response from the company and would like to confirm that both warranty companies, Portfolio and Global have been contacted already to inform them that Commonwealth Motors have released me from having my vehicle serviced by their dealership and that I am free to use another dealerships service department.

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

  Customer Answer

  Date: 09/15/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I accepted resolution on 8/29/24 however I followed up with Global CPO warranty today. They have nothing on file to show I have been released from having my truck serviced at a different dealership. 

  I confirmed with Portfolio Protection last week about the release and I was told Im all set.  

  I have attached a copy of the Global warranty contract.  

  I would like this matter resolved as soon as possible.  

  Also, I would like to be removed from all solicitation ie.mailings, text messages from commonwealth motors.

   

   

  

  Business Response

  Date: 09/17/2024

  Hi ********************* is working on the release for your Global contract today! 

  Customer Answer

  Date: 09/18/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:07/24/2024

  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.

  Gave dealership ***** dollars. They gave me nothing in return and stole my old car.

  

  Business Response

  Date: 07/25/2024

  The customer Put on his credit application he worked for New Balance. Got a bank approval that required paystubs. His paystubs are from a temp agency. The bank will not accept them. He left deposit by check (*******) and we towed his trade in to the dealership (170.00).Became very hostile with **** over the phone. Came to the dealership yesterday and demanded his check on the spot. Explained we needed to wait for his check to clear. He became very belligerent and called the cops on himself!! We grabbed his trade in and pulled it over to Honda and have his title ready. We have a 21 day policy on a checks to be refunded, which the customer signed.   We will be able to cut a check on Aug 3 in the amount of ****** (his deposit minus the tow to Commonwealth 170.00)
  

  Customer Answer

  Date: 07/26/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  Date:03/26/2024

  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.

  Commowealth Motors in ******************* sold a Nissan Rogue to me AS NEW and NEVER DISCLOSE that was a TOTAL LOSS vehicle before. (As the attached carfax report and attached title show).Obviously I wouldnt have bougth a total loss car as new if this Nissan dealer would have disclosed.I just found out today when I tried to trade my vehicle and found that I lost more than 3/4 of the value because the vehicle was total loss before they sold it to me.Apparently after the total loss both ******* Nissan and Commonwealth Motors put it for sale as New as the carfax report show!! :(

  

  Business Response

  Date: 03/27/2024

  Hi ********************* Sales Manager here at Commonwealth Nissan has reached out to ********************************** and explained the situation to her.  This was a car fax error, the customers title is clear! 

  Customer Answer

  Date: 04/03/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  **********************************