Complaints

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2015 ****** Juke from Bill Dodge Pre-owned in Westbrook on 8/28/24 for my daughters 16th birthday, in preparation for her license road test in October. The vehicle had been purchased with a clean bill of health, a new inspection sticker, a full work up in the shop, and was a great find.The first time I drove it on the highway to pick her up from work so that she could drive it home (9/9), I noticed that it wasnt shifting gears over 60mph, then wouldnt accelerate at all. On the way home, it was even worse. I called the dealership the next morning, but they were unable to get me in for it to be checked out that week or into the next week. I scheduled an appointment with my own garage on 9/18, and they very quickly told me after taking it for a drive that the transmission was toast and it was not safe to drive. I called Bill Dodge again and gave them the update. It was scheduled for service the following day, so I dropped it off after work that night. It is now 10/2, and there is no ETA on when we will get the car back, though they have all the parts to rebuild the transmission, because there are other cars in line. We were literally sold an unsafe car- my daughters first vehicle- dangerous to drive and likely to cause a significant accident for a new driver and those in her vicinity. Can you imagine how that might have ended? I want this made right.

  Business response

  10/07/2024

  Ms. ***** spoke with our Service Director, *** ******, today, 10/7/24 to discuss her vehicle and her concerns.  Her vehicle is being fixed at our Saco location and she was told we were shooting for a Wednesday/Thursday timeframe for pick up, which will give time to finish fixing her vehicle and driving it for a bit to ensure that the vehicle is safe for her daughter to drive.  After speaking with *** Ms. ***** said she was satisfied with the situation and looking forward to getting her vehicle back.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/18/24, I brought my 2012 Hyundai ******* to Bill Dodge Hyundai at *****************************, **. The issue was an *** (Anti-lock braking) light and *** (Electronic Stability Control) light. I was asked to pre-pay the amount of $1445.28 to order parts, and was given an estimate of $1652.38 to complete the work. I paid $1445.28 to order parts and then made an appointment for 5/15/24 to complete the work. On 5/15, I delivered my car, and later that day returned to Bill Dodge Hyundai to pick it up after the work was done. I was told to pay an additional $421.37, for a total of $1,866.65 (this was $214.27 over the documented estimate I was given). Later that day, and the following days, the *** light was off but the *** light continued to be on. Additionally, the (P)Brake light was now on. On 5./22/24, I returned to Bill Dodge Hyundai to show them that the *** and (P)Brake was still on. They scheduled me an appointment for 6/3/24. I dropped my car off and the work was performed. When I picked up the vehicle I paid the amount of $1210.28. Shortly after leaving Bill Dodge Hyundai, the *** and (P)***** returned. I was told that a sensor was replaced but it obviously didn't solve the problem. Shortly after, the Check Engine light came on, as well, which they said they had addressed. On 6/12/24, I brought my car back for an evaluation and was told they needed to do more diagnostic work to understand the problem. After a very confrontational conversation, I told them I would refuse to spend any more money on failed repairs and left Bill Dodge with my car--and the *** and (P)Brake light still on. I waited at the dealership for over an hour. After spending $3076.93 at Bill Dodge Hyundai ******************* the initial problems with the car still haven't been addressed. I have photos documenting the reappearing *** and (P) Brake lights, with time stamps. I would like my money back. The problem was not solved but but I was charged for their failure.

  Business response

  06/24/2024

  **************** first brought his vehicle to us with warning lights on for the *** and *** systems. We scanned the vehicle for faults,tested and determined the steering angle sensor was causing the issues. He authorized the repairs and we replaced that component. The vehicle issues were fixed,and the customer left with his vehicle.
  
  Within the next couple days, he had the *** light come back on. We arranged for him to bring it back and told him we would investigate it at no charge. If it was anything related to what we did, we would take care of it. If it was unrelated, we would touch base with him at that time and would decide where to go from there. We started in with diagnosis again and had completely different fault codes. The codes from the original issue had not returned, but now we had communication issues that seemed to be related to the aftermarket radio that is installed on his vehicle.
  
  We explained to him that the issues we found originally were legitimate. We had verified issues with the system, we performed the repairs,and those issues were no longer present. But his vehicle is experiencing more than a single component failure. We told him from this point we could continue diagnosis but that would be at his expense as the current issue is not related to the previous repair. We went back and forth for a while, but he ultimately decided to take his vehicle as is.

  Customer response

  06/25/2024

  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

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a vehicle from Bill Dodge in ********* in November 2023. Within a week the car needed a new transmission. (Under warranty) It was fixed, they had it for almost a month but had to go back again as soon as I got it because it was still doing the same thing. Within the last month it needed to go get a new engine (covered under warranty) as well as suggested new brakes/rotors, new battery and a list of other suggested repairs anywhere from $1200-$4500 depending on where I go. I have consulted with different dealerships about a trade in and have been offered less than half of what I owe on the car. I bought it assuming it had no prior accidents (there were no prior accidents listed in the paperwork when purchasing the vehicle) and assuming it would be in working order and it has spent almost 2 months out of the 6 that Ive owned it in the shop. I found out through an appraisal at a different dealership about the two prior major accidents causing major damage to the vehicle, as they were listed on experian auto check. At this point Id like them to buy back the vehicle for the remaining balance owed on the car and reimburse me for any tows / time my husband and I were not able to get to work because of lack of a vehicle provided during this time. The manager at Bill Dodge has assured me thats not possible and that he would offer me $10,000 for the vehicle or $12,000 for a trade in but that will not do. I bought this car in good faith that I wouldnt need to get a new loan and the fact that my only option is to go underwater on a new loan or pursue legal action is appalling but I am willing to fight for this. I will not go further into debt than I already have (outside of the loan on the vehicle). This is horrible service and they have not been willing to help me in any way except to put me underwater in a new loan. I dont trust them to get a new vehicle from them and Id just like a total loan payoff and reimbursement.

  Business response

  06/24/2024

  *********************, our CEO, has been in touch with the customer and is currently working with them to trade them out of their vehicle and in to something else that fits in their budget.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 6/2/23 I purchased a 2013 Rav 4 form Bill Dodge Car sales in ************* for ******, which was a lot more than the ****** Blue Book price of 7,000-9,000. I've since spent about $600 on exhaust work. They overcharged AND sold me a lemon and it's now worth about half of what I paid for it a mere 4 months. It now needs for work that I can't afford. I don't know if this is possible but my ideal scenario would be for them to buy the car back as and pay off the 1$2,500 that I still owe to *********************

  Business response

  04/03/2024

  We are certainly sorry for how ****************** feels about her purchase back in June of 2023..however 1 repair on a 2012 vehicle in a 10-month period does not qualify as a lemon and we are not willing to discuss repurchasing Ms. ******** vehicle.  We would be happy to assess her vehicle in our service department and are certainly willing to work with her as far as any repairs that *** need to be done now.as we do with all of our customers. Should this be of interest to ****************** please call ******** to make an appointment to have us take a look at it.

  Customer response

  04/03/2024

  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

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a used 2012 *** x5 from this company. I took it in for an oil change an was told that, I would need a new engine. The engine had ***** mile on it, took it in at ***** mile and I was told that the wear and tear on the engine was great. I drive less than 10 miles a day to work. We paid for a premium package for service. That was never used. When contacted by the company was told they could do a engine change at $1900, today , 3 /15 was told it is $19,000. Why would a person pay more for an engine that the cost that I owe on a car? I was told that it was not my fault the engine needed to be repaired. I tried to call and speak with them multiple times and got no message back. After my wife called and spoke to the manager of the dealership, I finally got a call back from the service manager, ****, text ****************. After calling the service line multiple time with no response, he texted me, after weeks of reaching out. The first time he called me back, he called me by a different name and said his messages got mixed up.

  Business response

  03/20/2024

  Attached is a timeline of conversations with the customer and what was discussed between the customer and the *********** Manager, *************************.  Although we are sorry for the situation the customer finds themselves in we have done everything we can to help them out and have kept them informed every step of the way.  

  Customer response

  03/20/2024

  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

  12/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I brought my car in for an **************** change. After they inspected my car they called with an estimate and a bill. My owed charges were over $400. I questioned why it was so much. They stated this was the cost of above services, plus the cost to diagnose the clicking in my steering wheel and for an alignment. They had just got telling me I need a new ball joint though. How could they do an alignment? He then said yeah youre right. Not sure why that was on there. So final charges were almost $300. Still outrageous but it is what it is. Then we get the car and they clearly never did the $100 oil change they charged me for! We had to bring the car back and the manager agreed. And said they would get the oil change done on Monday. If this isnt fraud I dont know what is.

  Business response

  12/12/2023

  After receiving ************************ complaint she was contacted by the General ******, *******************, who worked with the customer to resolve her issues.  Her vehicle was re-inspected and verified that all work promised was completed.  To ease the customer's mind *** offered to refund her what she paid.  ******************** stated to *** that her issues were resolved satisfactorily. 

  Customer response

  12/12/2023

  [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

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 22nd I dropped my car off at Bill Dodge Infiniti to evaluate why lights were lit on the dash of my Infiniti G37x. My mechanic could not complete his inspection of my vehicle until these codes were investigated. The dealership informed me that they thought there was some moisture causing the issue and I should have the leak fixed. On picking up my car, there was a panel off of the vehicle and it was not ready for retrieval. After putting the car back together, I attempted to drive to work when the transmission began slipping and not engaging and lights came on. I called the dealership and brought the car back. After additional evaluation time, they informed me that a wheel bearing and sensor had to be replaced. I had the leak fixed and had the wheel bearing and sensor replaced and brought my car back to the dealership on July 24th to have the warning lights turned off since I addressed the problems they said I had. After several days and no returned calls, I finally was told that the car now had a transmission issue and the problem would costs thousands of dollars to resolve. The car has no history of any transmission issues and, at ****** miles, has not historically had any transmission failure. On retrieval of the car, all of the lights were once again on and they had to call a technician to have them turned off before I left the dealership. On leaving the dealership, the transmission continued to slip and not connect. The dealership took a car with no transmission issues, took unnecessary troubleshooting steps, disabled proper operation of the transmission, and is now trying to bill me for the unnecessary troubleshooting without acknowledging that they disabled the car with their work. I would like my car returned to the condition it was in when it was delivered to the dealership and any additional costs incurred from unnecessary troubleshooting taken off of any invoices.

  Business response

  08/25/2023

  Our GM, ***********************, contacted our ***************************** Rep to go over the customers complaint, review the repair order and understand if there was any work that Bill Dodge performed on 7/25/2023 that could be connected to the transmission issue the customer is currently experiencing. Infiniti confirmed the work performed would not have any connection to the transmission problems the customer is experiencing.  We asked if there was any way that Infiniti would help supplement a remanufactured transmission for ******************** and they agreed to help if the customer and dealer participated as well.  **** called ******************* and explained our discovery and offered him a remanufactured transmission for 1/3 of the price and Infiniti would cover 1/3 and Bill Dodge would cover 1/3.  
  
  ******************** stated that he is unable to make that work at this time.  **** and ******************** spoke for a while, and **** asked him if he would consider trading the car for a pre-owned vehicle in inventory, and he seemed to be responsive regarding this option.  ******************** said he would call **** next week to discuss the purchase option.
  
  At this point the ball is in ******************** court.  Infiniti and **** Dodge will help to fix the transmission.but will not pay for the whole fix.  And we are also willing to explore trading ******************* out of his Infiniti and into something else. It was left that ******************* will reach out to *********************** next week to discuss further.

• Initial Complaint

  05/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped my car to be repaired at Bill Dodge in early to mid March to have a misfire diagnosed. The earliest appointment was for the 14th of April, but was told if I left it on the lot, they might be able to look at it sooner. A month goes by and I can barely get anyone on the phone to check status. Get a notification that I missed my appointment. On April 15. Called and they assured this wasnt the case. Back and forth for three more weeks and they hadnt even begun work on the car. I immediately halted work and had to pay to have it towed to another shop. A week later, Instead of apologizing, the service manager is arguing with me about their staffing woes. And giving excuses as to why work wasnt done and Im out all the money for rentals, Ubers, the tow, missed work, etc. to find out that my car had been sitting there untouched all this time, then to have to come out of pocket to rectify the situation myself is unacceptable. The service manager continued to argue with me over text for 4 hours. I have it all saved. And they still never asked if they could make it right. They offered to make another appointment that would take another month to do the repair. I dont trust them so I refused. It already got looked at by another garage, and now I have to pay to have it towed to yet another facility for an engine replacement. When this all should have been diagnosed and done by Bill Dodge *** while it sat on the lot for 7 weeks. Im furious. I didnt even take my car back from them until I got hit by a vehicle while commuting to work on a scooter because I didnt have access to my car and cant afford a two month rental. This has to be made right somehow.

  Business response

  05/15/2023

  ************** spoke with *********************** this morning (05/15/23) and after discussing the situation we agreed to reimburse ************** the cost of towing his vehicle.  He stated to ****************** that this would satisfy his discontent with the business and that he would consider this case resolved.

• Initial Complaint

  01/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bill Dodge in *********, ***** asked for (required) a $500 deposit on a vehicle that I was looking for. They did not have the vehicle on their lot but told me that I was on their priority list when they received the allocation sheet- and to Be Patient! Deposit was made November 2022.When their allocation sheet arrived a few weeks later- the vehicle that I wanted was not on it. Again, told to be Patient! I asked them if they could just order what I wanted. The answer was No and we can only sell what we get on those allocation sheets.So, I checked with another dealership and they were able to give me a definitive arrival date of what I wanted. I asked **** Dodge for a refund of my deposit. They said No Refund!! And gave me a Vin# on a vehicle that they promised would be in my possession by mid January (email). I checked the Vin and found out that it was In Transit and going to a dealership in **************** ETA in **** February 18, 2023. Not mid -January!! For the second time, I have asked for my deposit to be returned to me as I have not taken possession of the vehicle and at this point do not want to be subjected to further stress!

  Business response

  01/30/2023

  As the customer stated, when she purchased the new ******* we required a $500.00 non-refundable deposit to put her name on the incoming vehicle. This would ensure the vehicle would be hers when it came in and also took the vehicle out of the market for us to sell to anyone else.  We have continued to keep the customer informed on the vehicle and the vehicle is now going to be here in about 2 weeks.  The deposit is, as previously stated and agreed upon with the customer, non-refundable.

  Customer response

  01/30/2023

  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,

  ******

  Vehicle has continuously been delayed.  Was promised by mid January (see email attachment).  Then it was due to me February 9.  Next it became February 17.  And now the vehicle is InTransit to *********** **** on February 25th!  Delays and more delays.  This is not service in a timely fashion as I made that deposit way back in November 2022.  The dealership did not come through for me (the customer) and I have lost any belief that they will do so!  They are out NOTHING if I do not purchase a vehicle from them!  All I am asking for at this point is to have my credit card refunded the $500.

   

   

  Business response

  02/02/2023

  The customer was told when she ordered the vehicle that there was no guarantee of a specific delivery time as the vehicle had not been built yet.  She was also kept informed of the progress of the vehicle all along the way. The vehicle that the customer has ordered is not a vehicle that we would normally stock and special ordered it for her.  So now that she has decided to buy the vehicle elsewhere we are stuck with a vehicle that we would not normally stock and probably wont sell anytime soon.  The reason we ask for a non-refundable deposit is to prevent things like this from happening and the customer was very aware at the time that the deposit was non-refundable.  We are not going to be refunding the customers $500 deposit should she decide she doesnt want to take delivery.us why here...

  Customer response

  02/06/2023

  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,

  ******

  I have email confirmation that specifics a mid January arrival/ possession date! When the dealership failed to meet that promised date- they came up with another vehicle- giving me the Vin # to track the progress of an INTRANSIT Venue to *********** ****! 

  Bill Dodge was attempting to forgo a refund with this InTransit vehicle.  They gave me a delivery date to **** (not *****!) of February 9.  Easy for me to follow the delivery dates with the Vin#.  So, February 9 became February 17th - then the 24th - and finally the 25th.  When the Venue reaches *********** **** it will have to be processed- and arranged to be delivered toBrunswick, *****.  Obviously we are now into March 2023!  Deposit made November 2022.  I feel that **** Dodge should have refunded the $500 way back when I requested- instead of getting me involved in a long drawn out waiting process that I clearly did not sign up for!!  This **** Venue does not even belong to Bill Dodge- so they have lost nothing. They were simply planning to make an even  swap with a vehicle that they had on their lot.  I have been treated in a very unprofessional business manner- with a Nasty phone call.  I just want them to make this right!  And if they are doing this to me- I would assume that I am not the first- and will not be the last.  Businesses should not get away with taking customers money and then make promises that they cannot keep!!

   

• Initial Complaint

  09/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new **C pickup from Bill Dodge **C June of 2021 brought my truck in for routine service at ****** miles told them about my front bumper chipping. They said they would talk to ** but probably wouldn't do anything because i was out the warranty 12 months or ****** this was well in the 12 months that i brought this to there attention. Never heard back from anyone. Brought my truck in for it's ****** mile routine service, asked again about my bumper they gave me the same story. While doing my service they scratched my truck. They scheduled an appointment to have the scratch fixed and I asked about my bumper and the service manager said it wouldn't be covered it's normal for the bumper to chip. The ****** service was well in the first year but offered to only charge $500.00. at this time I reached out to ** directly told them my story and told them it was at there body shop as we speak. Many (3-4) weeks go by (I have my truck back) the ** rep tried multiple times to reach out to Bill Dodge with finally having success. They refused to assist and even said the offer to do the repair for $500 was a one time offer. If this is "normal" why is there no chipping anywhere else on the truck? I spent a lot of money on my new truck and I am very particular on how I keep my truck..

  Business response

  09/09/2022

  Unfortunately there is nothing we can do in regards to fixing the bumper. It was not chipped when the customer took delivery and a chip is not considered a manufacturer defect so something like that that happens ****** miles down the road is considered a wear and tear item that is the customer's responsibility to fix.  We are certainly happy to facilitate the repair to the bumper if the customer would like but we are not participating in the cost to repair.

  Customer response

  09/09/2022

  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,

  *******

   

   

*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. ↩