Complaints

• Initial Complaint

  12/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought a used 2019 ***** Silverado on 10/23/24 . At that time before buying it I was told by the salesman (***** *****) that the truck had a clean car fax . This was after I was told my trade in was worth less because it had been in a hit and run accident prior to me trading it in . When I changed insurance companies last week to my surprise the agent told me that my new truck had been in an accident on 4/6/23 and thats why my rate was an extra $20.00 a month on my insurance. So 6 months prior to me buying the truck it had been in an accident on. This lie costs me an extra $240.00 a year in insurance, not to mention overpaying $4000.00 for a vehicle with a bad car fax . So I plan on keeping. The vehicle for 5 years =$1200.00 + $4000.00 overpaid = $5200.00

  Business response

  12/26/2024

  The 2019 Silverado Vin Number ***************** was sold to Mr. ****** on 9/20/23.  His complaint says 10/23/24.  The Auto Check does show a minor accident in April of 2023.  That accident was showing in September of 2023 when he purchased the truck.  There is no basis for a ******* hit on value for a minor accident.  We provide customers with copies of the report if they ask.  As far as the claim that ***** ***** told him something different we have no knowledge of that and ***** is no longer a salesman here.  This claim is one persons word against another's and we have no way to prove either sides.  

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a used vehicle and there is numerous things wrong. It need a new head gasket, engine mounts, all new control arms etc.

• Initial Complaint

  04/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3 times I have brought my 2022 Jeep Compass in for service that is included in my original buyer contract. The first 2 times I was told my jeep would be done in a few hours. Both days They kept the jeep all day and called saying it will take an extra day to finish. I complained to the service manager and they got my car back to me after business hours. But today I went in for an oil change and had an appointment at 3. I was there on time. My jeep sat out side till 430 then they started the oil change. I was trying to get someone attention because Im now late for a work meeting. The service manager and my sale associate were busy talking about what they were doing this weekend. After 25 minutes of trying to get someones attention. I was told that it wouldnt be done till tomorrow. I just want them to actually do there job and be upfront with people.

  Business response

  05/27/2022

  First visit was RO#****** dated 04/05/2022 at **** miles: the owner was scheduled to have a hitch installed plus the poly seal per We-Owe, the owner was advised by her sales-person 4.0 hours. Typically this would not be an issue but we overlooked that this vehicle has to be fully wired for the tow package versus just a hitch installation, also the owner added a repair inspection line for a vibration concern, which would be adding to the time needed in service before the poly seal application. Service had the vehicle the entire day and I called the owner to explain the situation, we offered to have her vehicle picked up and dropped back off after the poly seal was applied, to avoid causing her any additional inconvenience with a return visit. ****** and I washed her vehicle so it would be in better condition than she brought it in and to help make up for not having time to apply the poly seal treatment. The owner was disappointed that everything wasn't addressed but appreciative that we stayed afterhours to accommodate her pick up and that we cleaned the vehicle. The following day the owner's partner/wife called ***** and off loaded, threatened to report us to the BBB for not upholding our contractual agreement at the time of sale, even though we were we just needed to reschedule the poly seal. 

  
  

  Also, I sent an email to LJ and ***** making sure they were aware of the owner's disappointment and the need to pick up and deliver the vehicle for the poly seal treatment. 

  
  

  Fast forward to the last service visit RO#****** dated 04/29/22 at **** miles: ***** the salesperson brought us her vehicle and stated that the owner had decided to give us another chance but only wanted to speak to ***** directly no one else. The vehicle was written up for a LOF and MPI and the right rear tire has a slow leak, we explained to *****,  the LOF and inspection would take about 45 minutes to an hour, we would have to report back on the slow leak after the inspection. The slow leak was due to a nail puncture - so we told him to explain that the tire would need to be patched, we would get it done as a courtesy due to her being so upset last visit. The repair took another 20 minutes, while the paperwork was being prepared, we heard the owner going off on ***** and ***** about not caring about her schedule and for lying to her, she was screaming we are a bunch of liars and crooks, she had an appointment to get to and wanted to leave now. I intervened and explained that she could leave immediately and that I would wrap up and mail her copies of the repair order later in the day versus waiting for it so she could make her appointment. She continued  yelling at ***** then left. I reached out that evening about 5:45/6:00 to follow up with her but she did not answer, I left her all my contact information though and explained that I wanted to follow up regarding her service visit. She never returned my calls and still hasn't. She is the one that blasted us on our survey this month, she gave us a 1 all the way down the survey because we told her 45 minutes but took 30 extra minutes (which was to patch the tire for free as a courtesy to make her happy). We have done all repairs that were approved and promised but we failed her because we did not meet her time frames. Says she will be going to Cadillac for her future services.

  
  

  Hope this information is helpful with your BBB response. 

  
  

  Her contact we have on file is ************.
  

  
  

  --
  

  Regards,

  ********************************** ******

  Customer Service Manager

  Betten Baker CDJR Big Rapids

  
  

*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. ↩