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:10/21/2024

  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.

  Car was purchased on 10/9/24 and traded in my own vehicle.Received car on E and only one ******* did not start on 10/12/****** was brought in to get battery replaced on 10/12/24.Issue persisted and car was brought in again on 10/14/24.Sales manager informed me that they messed up the trade documents and vin number and I had to sign new documents to correct their error.I have inquired about the repair time and have received no answer as far as how long it will take.I requested a refund on 10/21/24 and was denied.

  Business Response

  Date: 10/28/2024

  ******* **** the general manager spoke to the customer to inform that the car will be completed today, we are handling the key and there are no further clerical issues to be addressed 

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22452462
  
  I am rejecting this response because: I was called and told the car was ready for pick up today only to find that the check engine light was still on. The dealership's mechanic read the code and informed me that they will have to take the car back in and find out what is wrong. They do not have a timetable. They have had the car for 2 weeks now. This dealership does not value my time and has defrauded me of my money. They knowingly sold me a nonfunctioning vehicle.  I need a refund asap!
  
  Sincerely,
  
  **** ***

  Business Response

  Date: 10/30/2024

  We are going to reverse the sale and refund the customer as well as give back his trade in towards the vehicle he purchased from us. 

  Customer Answer

  Date: 11/02/2024

   
  Complaint: 22452462
  
  I am rejecting this response because: The ** has not replied to my email requesting refund and no one has sent me anything in writing stating when and how they will send my money. I went to the dealership today 11/2/24 to get an update on this issue. I spoke with the finance manager and he did not have a definitive date of when I will be receiving my money. The ** ****** **** attempted to give me 1 key for the car I traded in and I informed him I gave them 2 keys when I traded in my vehicle. He went on to say that I did not and I have to take that car back. I told him and his employees I will not take the trade in vehicle back without both keys and I will not be taking it back until the refund of my $40,000 is in my account. The ** ******* **** followed me outside to my vehicle and approached me in a threatening manner telling me I need to take the 1 key and get the car off the lot. I did not appreciate him yelling at me or stepping in my personal space. I will be considering reporting this incident to the authorities. I need the timetable and explanation of the refund in writing immediately.   
  
  Sincerely,
  
  **** ***

• Initial Complaint

  Date:09/03/2024

  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.

  I towed my 2022 Dodge Challenger to Heritage Dodge Owing Mills in May 2024. They informed me that they have to get approval from dodge corporate to work on my car because of a restriction that was falsely placed on my car from a previous Dodge service center. I contacted Dodge corporate to inform them about this issue but once again I could not get a confirmation on when the vehicle will be repaired and finished. It is now September 3 2024 and my car still has not been repaired. Nobody from this service center has contacted me in reference to my vehicle. I tried to get in contact multiple times about my vehicle but have not received a response. I am still paying monthly car note payments and insurance for a vehicle I havent driven since February 2024 because of a warranty restriction that my vehicle did not meet the requirements of. I did not add any modifications on the vehicle, there are no check engine or oil lights on the dashboard, the car was not abused or neglected, also maintenance and inspection was done at purchase of vehicle. I purchased the vehicle December 29 2023, the car would not start February 23 2024. I have a full manufacture warranty bumper to bumper that last until 2027. No rental vehicle was offered by Heritage i also called to request one but did not get a call back in reference to one. My car has been sitting for 6+ months it seem as if none of the service managers are being urgent in repairing the vehicle

  Customer Answer

  Date: 09/03/2024

  I have attached the warranty & car fax for the vehicle 

  Customer Answer

  Date: 09/03/2024

  Thats the only warranty information I have that was given to me by the dealership. The car is still under its original manufacturer warranty that came with the car I did not have to purchase an extended warranty. The warranty is under Dodge.

  Business Response

  Date: 09/06/2024

  Good afternoon,

  This vehicle has been to multiple Dodge dealers before coming to Heritage Dodge Owings Mills. Previous dealer dismantled engine and refused warranty due to outside influence. Vehicle was towed to Heritage dodge with a dismantled engine. We informed the customer that the engine warranty has been revoked due to information given from another dealership and we could not proceed with the repairs under warranty due to the restriction and the engine being dismantled. The client had the vehicle towed back to ********* Dodge ( *********** MD)and they reassembled the engine while still refusing any warranty repairs. The customer then proceeds to have the vehicle towed to Don ****** Dodge in ******** ********. The refused service so the vehicle was towed back to heritage. I have attached the carfax and Heritage Dodge's invoices. 

  Customer Answer

  Date: 09/06/2024

   
  Complaint: 22231048
  
  I am rejecting this response because:
  My car has been sitting at Heritage for months I have not been able to get in contact with any if the service managers , I havent been updated on anything about my vehicle. I have an open case with Dodge cooperate also and my case manager informed Heritage to contact ********* to remove the restriction and begin repairs. This action was supposed to been completed weeks ago. We already came to an agreement on what need to be done to move forward with repairs but nothing has been repaired. 
  Sincerely,
  
  ***** ****

  Business Response

  Date: 09/17/2024

  This information from the claimant is inaccurate. Claimant also has an open BBB case against Antwerpen Dodge. No Dodge dealer has the ability to remove a warranty flag.  All warranty repairs without any flags still need to be approved from Dodge's powertrain department before any repairs can be performed. Here is a timeline of this vehicle. Heritage has provided all requested information to Dodge (Stellantis) customer care center. 

  1.) Vehicle was purchased from a used car lot ( **************) Around January 2024

  2.) Vehicle brought to ********* Dodge on 02/19/2024. They found a loose oil filter and 7 empty bottles of oil in the trunk. This was verified by the service director at ***********************************************. Vehicles engine was torn down to inspect damage. Was given quote on engine replacement due to a non-warranty failure. Customer declined and towed out with dismantled engine.

  3.) End of February 2024 vehicle was towed to Heritage Dodge Owings Mills and service was refused due to engine being disassembled. No repair order was written. 

  4.) Vehicle was towed out approx. a week later from Heritage Dodge OM and was sent to *** ***** Dodge Timonium Md. *** ***** looked at vehicle and refused service due to engine being dismantled. - Verified by **** ****** service director

  5.) 04/09/2024 vehicle towed back to ********* Dodge and as a courtesy they reassembled the engine. No repairs were performed just engine reassembly. Verified by *** ****** service director at **************;

  6.) Vehicle towed to Ourisman Dodge **********. Repairs denied due to the same restrictions in the Dodge system and condition of the vehicle. 

  7.) 05/08/2024- Vehicle towed back to Heritage Dodge Owings Mills. Repair order written and customers complaint was recorded with inaccurate information provided by the claimant. Vehicle was brought into shop and we verified excessive oil leak all over engine and underside of vehicle. Service manager checked service history in ****** and Dodge's internal system and found flag on engine warranty. Verified this was the vehicle that was towed in a few months prior that was disassembled. Claimant failed to disclose prior repair issues at other dealers. Pulled vehicle outside and instructed the claimant that no repairs will be performed under warranty and would recommend taking back to selling dealership or Antwerpen Dodge since they were the first Dodge dealer to work on vehicle after failure. 

  Customer Answer

  Date: 10/01/2024

  ***** **** <******************************>
  Sep 30, 2024, 12:41 PM (20 hours ago)
  to me
  
  
  I purchased my 2022 Dodge vehicle in December 29 2023, however my car would not start February 23, 2024. I have a full manufactures warranty bumper to bumper that last until 2027.
  
  I towed my 2022 Dodge Challenger to Heritage Dodge Owing Mills in May 2024 after speaking to several Dodge dealers that could not assist due to the warranty restriction that was erroneously placed on my vehicle since February 23, 2024.
  
  Heritage Dodge Owings Mills informed me that they have to get approval from Dodge Corporate to work on my vehicle because of a restriction that was falsely placed on my car from a previous Dodge service center. I contacted Dodge **************** to inform them about this issue, they stated they will research, but Dodge Corporate was not able to provide information on who placed the restriction on the vehicle, nor a confirmation on when the vehicle will be repaired and finished.
  
  It is now September 30, 2024 and my car still has not been repaired. No one from Dodge Corporate has contacted me in reference to my vehicle.
  
  I have contacted Dodge several times a week for months about my vehicle but have not received a response. I am still paying monthly car note payments and insurance for a vehicle I have not driven since February 2024 because of a warranty restriction. I did not add any modifications on the vehicle, there are no check engine or oil lights on the dashboard, the car was not abused or neglected. In addition, maintenance and an inspection was done at purchase of vehicle.
  
  My vehicle has been sitting for 6+ months. Corporate has not been responsive or making my case a priority with finding a resolution in repairing my vehicle. No rental vehicle was offered. I also called to request a rental but did not receive a returned call. 
  
  The solution sought is to have Dodge corporate office lift the restriction that was falsely placed on my vehicle so that my vehicle can be repaired.
  
  Your help is greatly appreciated! If I can provide any additional information please do not hesitate to reach out.
  
  Sent from my iPhone

• 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 a 2023 Jeep Wrangler on 04/12/24. The dealership was Heritage CDJR in Owings Mills, MD, I am a resident of ************** and part of the extra fees added to the total price were fees to complete the necessary paperwork to obtain my NY Registration, plates and title. I was initially issued a Maryland temporary registration that expired 0n 06/12/24, I was also told by the dealership the Jeep that I purchased was titled in the dealership name and I would receive my NY registration and plates within a couple of weeks. The initial temp reg they gave me expired on 06/12/24 and I went one week without a registration before they mailed me another temp reg for 30 days. That also expired and I went a week until they mailed me another 60 day temp reg. I have contacted the dealership several times and nobody can give me a valid reason I have not received my NY DMV paperwork, I am not able to sell the Jeep or trade it in on another vehicle because I do not have a title issued in my name. In the 4 plus months I have owned the **** without being able to sell it has caused me to lose monetary value due to depreciation. I am requesting the dealership to give me the $48,000 sale price plus DMV fees in return for the Jeep being returned since they are unable to provide me proof of ownership.

  Business Response

  Date: 08/26/2024

  we are sorry for the delay in out of state processing of tag and title work, the tags were sent directly to the consumer on 8/23 and the new york motor vehicle shows that they cat up to 4-6 weeks to send the new title to the consumer,

  Customer Answer

  Date: 08/26/2024

   
  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:07/17/2024

  Type:Customer Service 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 encountered a new manager at the Heritage in Owings Mills today that made me completely question who is doing the hiring for the organization and do your organization standards are so low that the only qualification anyone need to work for you is to be a maligner. My vehicle's VIN is ***************** and the dealership has my title since I recently discovered it titled as Branded vehicle. It was built by me and leased to buy. I have been trying to get it fixed but it seems your organization cannot keep employees which led to me having to come back over and over again without resolution. I walked in today and someone pointed out the Manager by the name ***** ******** and I went to him and explained but my voice gets loud because I was frustrated. Instead of the manager to defuse the situation, he told me to SHUT THE **** UP OR HE WON'T HELP ME, HE WILL CALL THE POLICE AND I TOLD HIM TO GO AHEAD but he need to learn his laws since they still have my property (title), HE CALLED ME ******* AFRICAN and finally threatened to deal with me on his way out of the office since I was standing by the doorway that he will not help me(check the camera for this). It was bad to the extent that one of the associates asked me to get a lawyer and get someone else to speak for me. That leads me to the question of what group of racist does this company hire? The service department couldn't fix my car right after I paid for the service. They have my title for over 3 months now, your service department could fix the car right even though I paid for it. Moreover, you have a bully and racist leading your team of salespeople and managers. This is a reflection on the core of the organization which is why the rating is 2.5 to 3.5 stars. I was in the business for more than 2 decade (as a regional manager) and I will never hire this person nor promote him to a manager. He is now a cancer spreading his bad habit among his subordinates.

  Business Response

  Date: 07/17/2024

  the employee issue has been turned over to the mileone hr team for resolution, leadership has also contacted the consumer to address the concerns 

  Customer Answer

  Date: 07/18/2024

   
  Better Business Bureau:

  The leadership from the business has contacted me and is working towards an acceptable solution.
  
  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:06/27/2024

  Type:Customer Service 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.

  This is the second incidence of willful negligence on the part of this dealer. When I originally spoke with them about buying out my lease in April, they lied and told me *****% was the best they could secure. I got my own loan from **** for 6.74%.This was April 24th. I requested a buyout package from Heritage manager ***** *******; he did literally nothing except email me the same buyout statement I already had from ********* (lease financier) and then ignore all subsequent communication. I then finally spoke with manager ****** *******, who also dragged his heels getting SECU the buyout package they requested, which finally went to the **** loan officer on May 13th - THREE WEEKS after I *repeatedly* requested this information. They deliberately, for reasons I don't understand, refused to give me or SECU what they needed to finalize the loan. ******* I secured the loan and bought the car at Heritage on 5/17. I was told that same day that my plates would be ordered and would take 4 weeks to ************, 6/26/2024 an *** representative told me that NONE of that paperwork was ever submitted. It's been 6 WEEKS.I texted Mr. ******* today about this, explaining I would be submitting this complaint, among others. No response.I spoke with ***** ****, a business manager at Heritage, today. He looked up my records and said there were no notes or other information indicating the plates were ordered, confirming what the *** told me. He said he would draft an email to their title clerk and call me back as soon as he heard back. Overall, this is absolutely, positively unacceptable. Call it incompetence, negligence, I don't really care. But it's WRONG to treat people like this. I have no idea if I will GET my new tags before my current temporary tag expires, which presents a HUGE problem for me work wise. In any case I am hoping you can get to the bottom of this and at the very least, prevent it from happening to anyone else foolish enough to work with Heritage.

  Business Response

  Date: 07/05/2024

  All issues stated have been resolved, Customer will receive proper tags in July and all paperwork is accurate and completed. Customer has been contacted. Issues resolved. 

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21906211
  
  I am rejecting this response because while the business did contact me, which I apreciate very much, I do not consider the case resolved yet I still do not have the tags.
  
  Once I have the tags in hand, as well as an email that was promised detailing all we discussed, I will consider the case closed and will accept the business response at that time.
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 07/16/2024

  As of today, 07/16/2024, I still do not have my tags, despite all promises made. I cannot renew my registration with the *** as a result. I have heard absolutely nothing from the business since a phone conversation on 07/16/2024 with ***** ********. Completely and thoroughly unacceptable.

  Business Response

  Date: 07/25/2024

  This was resolved last week and the tags were issued and overnighted to the customer on 7/16. The customer was notified. 

  Customer Answer

  Date: 07/25/2024

   
  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:06/17/2024

  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.

  I went to Heritage on 6/10 to find out why my car was making a rattling noise. I pulled up into their bay to check in and then proceeded to their waiting area. After about 10 to 20 minutes the service associate came back and asked me if I had any issues with my battery because once they tried to move my car, it wouldn't start. I explained that there was nothing wrong with my battery that I knew of and he proceeded to tell me that they had to jump my car in order to move it from the ****** I was made to believe that I needed a battery immediately and I agreed to allow them to replace it for over $500. When I asked why it was so much, the service associate *******, said he would work with me on the price. (he did not)The next day I went back to pick up my car, when I got there, my tire was completely flat. The service associate put air in my tire and told me that it was losing a pressure quickly and that it would be flat again by the next day. So I asked about replacing my tires. (they were in need of replacing but there was no immediate need). He quoted me a price of $760 to $790. When he called to tell me my car was ready for pick up, the price went up to $890. I asked him what happened to the original quote and he said he forgot to add some of the other fees.I came to this service center for a rattling sound in my car and left with 2 items I never would have needed had I not been at their establishment. Something feels very fishy over here. UPDATE: someone from ***** called me after I posted my original review, we went over the information I shared above and he asked me how they can make it right and win my business back. I told him that at the very least, they could honor the quote for the tires that I was originally given. He said he would call me back. I never heard from him again.

  Business Response

  Date: 06/26/2024

  Good morning,

      We have issued a reimbursement check to the customer to honor what the customer was quoted. 

   

  Thank you,

• Initial Complaint

  Date:06/03/2024

  Type:Customer Service 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.

  Please let this email serve as documentation for my 2020 Jeep Wrangler Unlimited (Vin: *****************) was turned in 3 months early as this was included in my current lease buy in my Wrangler Unlimited 4xe 2024. I was told by Bradford and the manager at the time, Chad, they would take care of everything with the 2020 Jeep and I wouldn't have to worry about it again. Three months later, Ally, has issued me, NOT BRADFORD OR CHAD, BUT ME! a decrease in my Fico score, a mark on my credit and the inability to move on purchases that should be normally cleared with my credit...I need my credit cleared and for Jeep Owings Mills to take FULL responsibility for this and my credit rating. I look forward to your next response. ****** **** ###-###-#### mobile

  Customer Answer

  Date: 06/06/2024

  Check for 1130.07 was cut and issued 6/6/24 and signed letter that I wouldn't sue Heritage for that money.  I am awaiting the credit rating amendment to occur and will resind the complaint.

   

  Business Response

  Date: 06/10/2024

  The store has spoken directly with the customer and we are working together in order to resolve the matter. 

  Customer Answer

  Date: 06/11/2024

  
  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:12/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sept 14, 2023, I took my 2012 Jeep Liberty to Heritage because the truck wasn't starting. Heritage installed a starter and released the vehicle to me and stated it was under warranty and I didn't owe any money. Moreover, on Sept 17, the vehicle wasn't starting again, so when I took my truck back up there, the manager said I never paid for the first time, and I stated the service advisor told me I didn't owe any money. Therefore, I had to pay 439.73, and they installed another starter, and my truck is still not working right. In closing, I would like to be compensated for their inability to get my truck working.

  Business Response

  Date: 12/08/2023

  Good morning,

  We performed an additional repair at no charge to this client and it resolved her issue. Customer is good with this resolution. Customer is picking up her vehicle on Monday Dec 11 2023. Please let me know if I can provide any additional assistance. 

   

  Regards,

  Andrew *****
  ****** ***** ********** *******r
  Mile One Heritage Division
  Office- ###-###-####
  Cell- ###-###-####
  1 Olympic Place, Suite 1120
  Towson MD 21204
  
  

• Initial Complaint

  Date:10/26/2023

  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.

  Bought a 2020 Chrysler Pacifica from dealer on July 3rd 2023 took vehicle on family vacation in September 2023 and my auto stop/start quit working and the vehicle had a terrible vibration when braking so upon return from vacation I schedule my vehicle to go into the shop in Harrisburg (Heritage also). After a few hours I received a phone call from the shop that both batteries need replaced as well as front brakes and rotors ( let me remind you I have only had this car 90 days at this point) and it will cost $1700 I decline because after paying $30,000 3 months ago I'm certainly not paying $1700 for repairs in which they justified as rotors warped due to traveling in the rain. After reaching out to the dealership numerous times for solutions all I get is what's a good contact number we will call you back and I never receive a phone call

  Business Response

  Date: 10/31/2023

  Good afternoon,

  I have spoken with Ms.**** and she has addressed her concerns to me. Ms.**** is going to bring her vehicle to Heritage CJDR in Owings Mills so the vehicle can be evaluated.  Per my conversation with Ms. **** Heritage will provide her with a rental vehicle, so we can address all her concerns. We will update this case once we come to a resolution.

  Regards 

  Andrew *****

  Region Fixed Operations Director
  Mile One Heritage Division
  Office- 410-356-1783
  Cell- 240-446-6424
  1 Olympic Place, Suite 1120
  Towson MD 21204 

• Initial Complaint

  Date:08/14/2023

  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.

  ***** advertisement and business agreements. Negotiated business agreements not met; with little to no explanation, terrible customer service flow-up/resolution.

  Business Response

  Date: 08/15/2023

  The customer is ****** ***** at a different phone number.   The customer stated he just wanted to talk to someone at our dealership and gave a fake name in the complaint. He said that a manager at a different dealership advised him to place this complaint in order to speak to someone in management.   I let the customer know that this was not necessary and that he could contact me directly with any questions or concerns.    Mr. ***** placed an order on a specialty ******* earlier this year.   The dealership placed Mr. ***** order as requested but the Durango that he ordered is currently on restraint at the factory.   I spoke with Mr. ***** and explained that the order is still in the system but we are at the mercy of the factory to pick up his order.   The dealership has been working diligently on attempting to get the vehicle he wanted built but at this time they are not able to build the car exactly like he wants.   We pride ourselves on communication and great customer service and apologized to him if we fell short in any way.   There was no false advertising by any parties.     The issue is that he wants a vehicle that is currently not available to build.   I told him that we would keep his order in the system and keep him updated if anything changes.   We cannot guarantee that they will build this vehicle the way he wants and cannot give a timeline on if and when it will be built.    He has our General Manager, **** ********** information to help answer any questions that he has and will give him the options that we currently have available.  Please let me know if you need any further information to close this complaint.  

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 20466959
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****