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:05/24/2024

  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.

  We bought a 2023 Chrysler Pacifica from **** in July of 2023. We have brought it to their service department multiple times for 1. Loud front end noise and 2. Loud road noise and they are stating that the loud noise from the front end was to begin with snow stuck in the tires they cleared it out and the noise was still present so we brought it back multiple times with no fix we did bring it to a different Chrysler dealers and they stated that the tires were bad and out of alignment when **** has been marking the tires as good until we brought up what the other dealer was saying and now they are marking them as needed to be replaced. The van is still under the manufacturers warranty and is brand new we have been bringing it basically since we bought it for this issue and they are refusing to do anything about it. The second issue with the loud road noise they found was because the front passenger side door was bent out, they stated that they couldnt fix it at their shop but would than be bringing it to deep rock auto out of askov. They completed this I asked for a receipt and they refused saying that they did it out of courtesy and told me to leave the property. I called the auto body they refused to give me a recipe as well. Call corporate and **** stated that they never brought it to the auto body shop and now we are stuck nobody will help and thats why we are reaching out. Deep rock is also not a chrystler certified auto body shop and we have a warranty and are concerned that this now voids our Chrysler warranty as they arent certified chrystler. We are hoping by reaching out that we can get the reciept for the door and get them to fix the front end as they are saying we now need to replace all 4 tires on a brand new vehicle and get an alignment.

  Business Response

  Date: 06/04/2024

  Deep Rock is a certified Stellantis repair facility, which would not impact any warranties on a vehicle.  Worth noting, this customer was belligerent with **** employees on numerous occasions.   

  Customer Answer

  Date: 06/04/2024

   I am rejecting this response because:
  
  I still havent gotten a receipt saying this was completed and than why lie to Chrysler corporate than if you didnt do anything wrong?  I still have the noise in my front end you refuse to do anything about. And as far as be belligerent thats false I was told by your service manager I couldnt get a receipt and I had to leave the property. I tried calling multiple times to fix this and nothing happened and when I brought this to Chrysler corporate you lied to them saying you never sent out can to deep rock? 

• Initial Complaint

  Date:01/11/2024

  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 called the ******** location to inquire about my warranty and was transferred to 3 different people who could not locate my warranty and the shop department employee had the audacity to mock me to a fellow employee saying, she was transferred from sales and is asking whats covered in her warrant. Maybe if she had a copy of the **** warranty and proceeded to laugh loudly. Very poor and unprofessional service. Have NEVER had a good experience with them and will NEVER return there. Awful place.

  Business Response

  Date: 01/21/2024

  **** will reach out to this client.  If this client is referencing an extended service contract purchased through the previous dealer, unfortunately we will need to know what warranty she purchased from the previous dealership. The sale to **** was an asset sale, so we do not have any records of the previous owners extended service contracts.  We are happy to do the best we can to assist this client.     

  Customer Answer

  Date: 01/22/2024

   I am rejecting this response because:
  
  I bought this vehicle at McKays, the business you bought/renamed, so you are indeed still responsible for this vehicle.  The extended warranty is OBVIOUSLY not through you.  I have since been able to find my extended warranty information, but your efforts to assist your customers is shameful, and your employees in your shop are beyond disrespectful.   I would like to know that the man who I spoke to in your shop was brought to HR for his inappropriate behavior.   The manager I spoke to said he was going to identify him and resolve the matter, but I never was told what happened. 
  

  I was granted a free oil change for the next time I visit, but trust me we wont be back.  It would be great if you could just send me a rebate for that amount of money because we would never trust for our vehicles to be worked on there.  And will highly encourage our family/friends to go elsewhere.  

• Initial Complaint

  Date:11/21/2023

  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.

  I bought a suv in jan 2022 from them. I was charged for undercoating and a brake light I specifically requested to not have(as they are optional). I talked to my sales person and was told I would receive a call back, I did not. I called my finance person and explained, was told I would receive a call back and I didn't. 3 weeks went by so I went in person. I talked to the sales manager ****, explained my situation, was promised a call back, and did not receive one. After 2 more weeks I was able to get the owner *** on the phone. He was briefed, said this never happened, and he would look into it and call me back. I recieved no phone call, so 2 weeks later I went in person, *** was not in, but I left him a msg. He called me back a few days later and stated he had "lost my phone number". I set up a sit down with him to discuss my issues. The day of the meeting he called and canceled, saying that everything was taken care of.When being showed the car, they pointed out the nice aftermarket floor mat in the truck area. When we got the car home it was gone. I was told that they would order me a new one. It took over 3 months and 5 phone calls to finally receive one(which wasn't the same as the other).Yesterday I called about some warning lights on the dash. I told the employee I don't have money to get it looked at, can you check if it is still under warranty. She told me and my wife it was. I brought it in today, and they charged me 186$ for 1 hr labor. They stated they couldn't check the warning lights because of a battery issue, but would still have to charge me. I explained my conversation with the employee the previous day, he told me I was lieing about what I heard, and asked me if I know if they "are not a non-profit". I asked to speak with the owner *** and he said he had left for the day. I went into to offices and *** was there. As I had told the employee yesterday, I didn't have the money so I was forced to either set up a payment plan or not get my suv.

  Business Response

  Date: 11/22/2023

  Customer called **** service to have his vehicle diagnosed as there were lights on in the dash.  **** diagnosed the vehicle and both batteries (auxiliary and main) need to be replaced (there may be additional items wrong with the vehicle however the batteries will need to be replaced to further diagnose the vehicle).  We charge a diagnostic fee to look at any vehicle.  In this case, that fee was around $182 (27 point inspection was completed).  The customer chose not to replace the batteries (and batteries are not covered under any warranty) and asked that the diagnostic fee be waived.  We will not be waiving the fee.  

• Initial Complaint

  Date:07/05/2022

  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 bought a brand new 2022 Dodge Ram truck from these people. It had an issue with the windshield that was under warranty. The experience I have had has been nothing short of terrible. They did not communicate with me hardly at all, I was given nothing but attitude from the service reps, I was refused the ability to speak to the general manager I requested to speak with 3 separate times. I had to fight tooth and nail to get a loaner vehicle, my truck isnt even supposed to be done until next week and they told me my loaner is only good till July 5th.

  Business Response

  Date: 07/26/2022

  We have resolved this customer's issues (fixed windshield and did provide a loaner car while their vehicle was here)

  Customer Answer

  Date: 07/26/2022

   I am rejecting this response because:
  
  Upon receiving my vehicle back the air conditioner is not working properly and was told there is no way to fix it. When my vehicle is brought in for a warranty repair I should not be receiving it in worse condition then I dropped it off. I was lied to multiple times throughout the entire process. I was given no apology at any point for any of the inconvenience. My air conditioning issue needs to be fixed. 

  Business Response

  Date: 08/10/2022

  Good afternoon.  I am sorry they rejected the response, as it was the truth. We will not be working with this customer moving forward as indicated in ***** first response.  Best of luck.