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Complaint Details
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Initial Complaint
05/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a used vehicle from this dealership on 3/09/2024. I had this vehicle for 4 days and it broke down on me on 3/13/24. I purchased a warranty for the vehicle knowing that it was a used car and issues could arise. I had to pay my own tow to get it back to the dealership and get it checked out. This is 60 days after the purchase of this car and now Suburban tells me that the warranty is not covering the problem which is a new engine. There has not *** a set person taking care of the problem or letting me know what is going on. The communication on this issue has been terrible and I have no paperwork telling me what the actual problem is or the reason in writing from the warranty company on why they are not paying for the repairs. I have reached out many times and they just want me to get another vehicle from them which I refuse to do after they have been less than professional on handling this issue. This vehicle was clearly not properly inspected to be sold, on top of this engine issue that it has, the back seat seatbelts were not working, which is a safety hazard. Suburban failed terribly by putting this vehicle for sale. 60 plus days and I do not have a vehicle.Business response
06/03/2024
We have traded the customer out of this vehicle. **** purchased another vehicle from us on 5/18/24Customer response
06/08/2024
[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 made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***************************
Initial Complaint
05/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I bought a car in November. I bought a separate lifetime oil change warranty. I paid cash for the warranty, but the salesperson included it in my financing. Once I saw the error I reported it in December before I even made the first payment. The original salesperson had been fired by this time so the finance manager cancelled the oil change contract. I was supposed to get my $749 back. I have been contacting them every month until now, May. I still have not gotten my money back. They just recently told me that Suburban Jeep sent **************** $424 for the cancellation and Driveway says they applied it to the principal. I have not seen any paperwork. But the thing is if I paid cash money for a warranty that the dealership erroneously included in the finance charges, then that should have been removed from the contract and my $749 should have come back to me. This has not occurred and I was told by Suburban that they would "try" to get me a check for $325. I do not understand how I paid $749 and only get $325 back, which I still have not received. I was initially told I would be getting my full $749 back. I was told this by the finance manager (*************************) when I canceled the oil change warranty and again around the first of May by his supervisor (*****).Business response
05/12/2023
I'm the new GSM, please call me on my cell so I can help get this resolved for you. Thanks
************
Customer response
05/12/2023
[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 made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*************************
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Customer Complaints Summary
8 total complaints in the last 3 years.
4 complaints closed in the last 12 months.