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:09/22/2024

  Type:Sales and Advertising 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 was interested in a car I saw on their website and I got an email the next day from an automated email stating I can go look at the car. The car was $****** they told me it would have interest on it, which would only make the car total of $22,000 and I have a paper from a credit union stating that the day I went to go buy the car they ended up selling it an hour before, but they told me they could find me the same one on the internet. After a couple days they messaged me saying they found it and it would only be a couple hundred dollars extra because of the lower mileage on the car. While we were there to buy that car they wouldnt go over the pricing and after asking multiple times they said the car would be ****** instead of the few extra on top of the ****** and i stated that I no longer wanted to continue with the purchase do the manager ****** told me he would take 3000 dollars off of the price making it 22k and the total with interest would be 27k. My father and i decided we were okay with this and the finance guy there ***** told showed us on his computer that it would be 27k and 450 for five years. After we got to the signing portion and he did not go over the paper we were signing with us rather just oressured me and my dad into signing it. After I got home i tried to look at the paper and the writing on the paper was very light and hard to see so after looking at it for some time it said the car would be paid off in 7 years at 450 dollars a month stating i would be paying a total of 38k on this car and that price had never been discussed while we were at the dealership they had told us 27k

  Business Response

  Date: 09/23/2024

  There was misunderstanding between what was told to you and what your interpretation was.  It was explained to you multiple times. We have refunded you as you requested.  

                                                                                                      Thank You,

                                                                                                                     **** *. Gm

  Customer Answer

  Date: 09/23/2024

  [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 is satisfactory to me.
  
  Regards,
  
  **** ********

• Initial Complaint

  Date:09/18/2024

  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 leased a BRAND NEW 2024 Dodge Hornet RT back in April 2024. I have been having issues with the car starting end of April and has been ongoing even as of today. My car has been in service at this dealership 6 times for the same issues with no resolution. They refused to do a buy-back even though the car is covered under the bumper to bumper warranty. They have not honored my warranty, they refused to give me a rental car in the meantime my car is not operating. I expressed the car is defective and it is a safety issue. They instead told me I need to be in the car for at least a year. The car has electrical problems, the engine light has been on since and until today, it shuts down periodically, the cruise control comes on randomly, the alarm goes off randomly as well. Each time they gave back the car to me after service before I get home the issue happens again and again. They recently towed it to their sister location Dodge of ************** back on September the 10th and the car has been there ever since. They sold me this defective vehicle and the I talked to the Sales Director **** to help me do a buy back. He stated he would be in touch with me, and I still have not heard from him. They need to reimburse me for my down payment, all the times I had to rent a vehicle while its out of commission and most importantly buy back the car.

  Business Response

  Date: 10/22/2024

  I have talked to Stellantis to help Ms. ************ I know the problems she has had and agree that something should be done.  I have given all info to the Top ***resentatives of Stellantis service.  I have also been in contact with the sales side to see if anything can be done. We are doing everything on our end to address the problem.  I asked the Stellantis *** to reach out.  There is nothing on the dealership end that can help with a buyback of car.  I am here if I can help Ms ***** in anyway.

                                     Thank You,

                                               **** *.  

  Customer Answer

  Date: 10/28/2024

  
  Complaint: 22304983
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:03/30/2024

  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 purchased a car from this dealership on or around October 5, 2023. Everything was great up until recently. My check engine light came on and I took it to the dealership on February 26th or 27th. I picked the vehicle up on February 29th and paid the balance. About 2-3 weeks later, other lights on my dashboard came on, then the check engine light came on. I took it back to the shop on March 22, 2024 and the resolved the issue (or so I thought). I picked up the car on March 28, 2024 and within minutes of driving off the lot, the same lights came back on. They found ANOTHER issue with the car and stated they needed to work on it again and that it can be repaired first thing the next morning (March 29, 2024). I hadnt heard from anyone but I gave them ****** I called on March 30, 2024 only to find that there were no notes left on my vehicle and that the writer/technician that was assigned to my vehicle (who is also the man I spoke to) hadnt come in the office on March 29th or March 30th, and wouldnt be back into the office until April 1st! I am extremely frustrated and this is a huge inconvenience!

  Business Response

  Date: 04/16/2024

  I contacted *************************** and left a message.  I would like to see if I can help out! 

• Initial Complaint

  Date:02/29/2024

  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.

  They ruined the motor of my 2022 Ram 1500 truck when a tech did not tighten the oil filter. They refused my request to take it to another Dodge dealership to replace the motor. They had my truck for 5 weeks. They messed up the new motor after installing a brand-new motor because the mechanic was not knowledgeable about how to install it. Now it is worthless.

  Business Response

  Date: 03/12/2024

  We have completed all work done with no charge to customer and as per request we tried to get it handled as quickly as possible. We also upgraded the rental car to ******** vehicle for *********************************** to use to do what she needed at the time.  I hope all is well and we will continue to be here for anything needed in the future 

                                 Thank You,

                                            ***************************, Gm

  Customer Answer

  Date: 03/12/2024

  
  Complaint: 21364029
  
  I am rejecting this response because: The
  
    truck is still not right. They said they would clean the motor fluids off the under body and it still is running rough on ever start. I had to go to another dealership to get the freon for the air conditioner.  

  I forgot to mention that the brakes in the 22 Ram 1500 are not working properly as they had before the work performed by Mt. Ephraim Dodge replaced the motor. They go all the way to the floor before slowing and stopping the vehicle.Possibly need to be **** or the master cylinder is bad from something they did to the truck.When I mentioned this after picking up the truck and driving it the service manager *****************************, said "They are okay"! 

  They are not okay, the brakes should not go to the floor before stopping the truck. 

  
  
  Regards,
  
  ***********************************

  Business Response

  Date: 03/13/2024

  I was told from the service manager of another ram dealership that you were happy after they charged the A/C.  He never mentioned anything about the brakes.  We are more then willing to check and fix that if it is still an issue.  We also wanted to get the truck detailed inside and out including and fluids that *** have leaked out while replacing the engine. We were informed that you did not want us to do that before you picked it up.  We will be more then happy to help you with that and the check out of brakes.  

                                    Thank You,

                                         ***************************, Gm

  Customer Answer

  Date: 03/13/2024

  
  Complaint: 21364029
  
  I am rejecting this response because I never said I didn't want fluids put in the vehicle, I did mention the brakes at CH Dodge to ***********************. I also requested that the owner and left my number so he could call me but he has not as of yet.  I refuse to be treated with disrespect, the way Mt. EPHRAIM DODGE dealership thinks it's okay to treat their customers, so I requested that I could take it somewhere else and that any additional warranty work that wasn't completed by Mt. Ephraim Dodge be completed at another dealership,  because it should have been done eight the first time.Now I do not beleive that my vehicle is trust worthy because of the way it was returned to me after the motor install. It has a rough start.The brakes are not performing the way they should nor are they working as they did previous to the work we had done at Mt.Ephraim Dodge. We requested a buyback of this vehicle from Corporate Offices and ********** said they would let us know asap. **** if you have that in the works please let us know. The air conditioner seems to be working now.
  
  
  
  Regards,
  
  ***********************************

  Business Response

  Date: 03/13/2024

  Thank you for getting back to me. I will help in any way I can!  ***** at the ***************** is great he has been doing this a long time and I will touch base with him about the situation.  If you are more comfortable with him, I understand and will still be involved to make sure there are no other issues.  I last talked to him, he only said he addressed the ** issue and nothing about the brakes. If it was after the ** was fixed then let me know when we you would like to have him take another look at it.  

                                                         Thank You, 

                                                                 ***************************, Gm

  Customer Answer

  Date: 03/14/2024

  
  Complaint: 21364029
  
  I am rejecting this response because: I call *********************** and left my number and a message. So far t they did not get back to me from ************ Dodge. I'm going to take it to an *************. Another dealership, maybe ********** and get it checked. And if it needs to get fixed, I will send the bill for the brakes to you  ****, if you could agree to reimburse me for the repair.

  Thank you.
  
  
  Regards,
  
  ***********************************

  Business Response

  Date: 03/25/2024

  I would like to make you happy and I am trying to do everything I can to make this situation better!  We have done work at different shops just so you would feel comfortable and made sure you were in top of line rental vehicles for what you needed.  I know it is frustrating, but be assured that we have done everything to accommodate you. Your brakes are a maintenance item and is not under warranty by the manufacturer unless there is a defect.  Both Ram dealers checked brakes and committed to the fact that the brakes are surly ok. If there is a defect in the brakes then Chrysler Ram can put in a claim. The claim can be put in at any Chrysler Dodge Jeep Ram dealer if there is a defect.  *********** managers at both dealerships can find no problems.  I will do what I can to make you happy!

                                                                                               Thank You, 

                                                                                                             ***************************, Gm

  Customer Answer

  Date: 03/25/2024

  
  Complaint: 21364029
  
  I am rejecting this response because: While away on vacation the faulty install of components / accessories the air compressor bracket that was missing the serpentine belt came off after it loosened and it cost me almost ****** to fix it to be.able to drive the truck. Mechanic found it was not there when he looked under the vehicle. We are 600 miles away an over 10 hour drive.Because of the motor not being installed properly by technician.Youll make me happy Buyback the truck your Dealership ruined.It has not been repaired properly and things not installed correctly are breaking. The truck should not be breaking down.

  
  
  
  Regards,
  
  *****************************;

  Business Response

  Date: 04/16/2024

  We have really tried to go over and beyond for you, including upgrading your rental to a highline full size SUV. We tried to ease your mind of the frustration of being without your truck at a huge upgraded cost.  We aim to satisfy all our customers but brakes are considered a maintenance repair.  This would not be covered under factory warranty. 

                                                                                                    Thank you,

                                                                                                                ***************************, GM

  Customer Answer

  Date: 04/16/2024

  
  Complaint: 21364029
  
  I am rejecting this response because:

  This is not about general maintenance. This is about the accessories not being installed on the truck as the would have been at the factory.

  The rental vehicle was not a truck like the 22 Ram we purchased so we would to be able to tow our Travel Trailer. So, it really wasn't an "upgrade" because you cannot tow with the Jeep.

  You keep failing to address the serpentine belt falling off, which is covered under my warranty of which I still have not been reimbursed for. 

  Right after a motor being installed which was under warranty. I had to pay for almost $600.00 to repair the truck while on vacation. 
  
  ***********************************

• Initial Complaint

  Date:01/27/2024

  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.

  Transaction date: 1/18/2024 Amount paid to them: $3,627.00 *********** I was promised was car service got my vehicles fixing an electrical issue. During the course of fixing electrical issue they claimed they found several other issues that had to be fixed. Like transmission fluid leaks, brakes, oil leaks. Picked the car up on 1/18/24 after they had it for a month and a half. At pick up they very unprofessional tried to sell me a car while actively picking my Car up. My car was not properly kept at the service center(there was tire that was almost flat even though it was claimed they took the car for a test drive the evening before). Two days after picking car up, same electrical issue that was supposedly fixed, where car does not start, is present. As well as a new issue involving the oil levels that has suddenly occurred. Attempts have been made to contact them but I have not heard back at all. Phone or emails.

  Business Response

  Date: 02/19/2024

  I have reached out to ******* many times.  I have also left voicemail with my contact information, After ******* the service manager talked to *******.  I was told that she was unhappy with the price in which, She signed for before the work was complete.  The car was picked up after sitting in the holding pen for completed service cars for a while.  This day was the day after a snow storm and was close to closing time when ******* came in.  ****** the sales manager cleared the snow from the car and started the car so it was warm for the customer and to make sure windows were clear.  ****** and the customer realized the tires were flat, so he filled them with air.  ****** offered to show her a new car because of the age and the high mileage on the car.  ******* was not interested at the time and was grateful for ****** staying and helping her and she was on her way with no complaints.  Everything that was asked to be checked and fixed was done with no problems.  I will continue to contact ******* to see if there is anything I can help her with and she has my personal mobile number.

                                                                                                      Thank You,

                                                                                                                  ***************************, GM

  Customer Answer

  Date: 02/20/2024

  
  Complaint: 21209965
  
  I am rejecting this response because:
  
  The car was picked up two days after a snowstorm. I was not informed the car was ready if it was left in a holding  pen for a while. The only reason I knew the car was ready was when I called to check on the status. At that time I was told the car was ready and was test driven that morning (the day following snow). That seemed quite impossible since the tire was so low from sitting so long it was almost flat, and it was still covered in snow and ice when I came the following day to pick up (when there was so snow between my phone call and pick up). After this phone call I made, I picked the car up the following evening at 7 pm after work. I was informed that I was able to pick the car up anytime before 8:30, and the business closed at 9. For reference there was also another gentleman who came in after me to pick his car up, so it seems quite routine. I was very appreciative for the help and going above and beyond for the help that evening  regardless of trying to be pushed SEVERAL times about purchasing a car,  that the car was worthless, maybe not safe, if all household decision makers were present, as well as being told I should leave the car here I cant drive it home after having just paid the business  $3,627 for my car repairs to make it drivable and safe, as well as being assured it was. I  did authorize my payment at time of pick as well assuming all the services/repairs that were agreed upon and paid for were completed and done properly. However a day after picking the car up the same electrical issue that I was told was fixed was occurring and two days after picking the car up I was getting alerts on my dashboard of an issue with my oil levels (an issue that was not a problem before bringing it in). I checked my oil level and it was extremely low, which is impossible since I had an oil change a week before having the car brought in. Three days following the car pick up the car does not start and is having the same exact electrical issue that I was assured was fixed. If the car was supposedly test driven that day before pick up these issues would have been noticed. None of the issues that I had paid for were in fact fixed at the end of the day. I immediately attempted to contact the business via several avenues (phone calls and emails) the day after and the few days following the car pick considering the car was not fixed. At this time of not hearing back after the first few days, I placed a pause on the check because the services I paid for  were clearly not completed. After not hearing a word back from them for 2-3 weeks after pick up the car, regardless of how many times I called and was on hold, emailed etc, I submitted to the business bureau complaint as well. As the business continually did not respond to me but still kept trying to cash that check. There was no response on the business end after another 2-3 weeks, only until a second submission was sent by the Better Business Bureau, I received a phone call, after 9 pm, with a personal phone number to call. I would rather handle it through the phone number of the business and will not be dealing with such an issue on someones person phone number, manager or not, outside of their business hours. At this point I do not feel comfortable with this business touching my car, and no long wish to have them finish the job that wasnt even done in the first place. I was assured the issues that I paid to have fixed were fixed, and the car was safe and good to go with the priority repairs. Turns out it was not, and is in fact in worse shape than when it was dropped off. I have no problems paying for the services that were actually performed and fixed, ie the brakes, however not the issues that were not (ie the electric issue and this new oil issue). I am also checking through the car to see if any of the other issues supposedly they found and saw while  fixing the electrical issues were even done. I will require a price adjustment to the bill since the electrical issue was not fixed at all, and another problem suddenly occurred on the car. I have the receipt document of what supposed service was provided, as well as videos and photos of the car issues if needed to be submitted. Once the business responds and we speak about the price adjustment, Id like a document emailed to me for records and proof of proper price adjustment and a check will be given via mail or delivered in person. I am quite shocked because the first time I brought my car there over a year ago, they did a great job I thought. However after this entire incident and the way it was handle/dragged out I do not feel comfortable bringing the car back in. I am not unhappy with the price, I am extremely unhappy with the repairs that were not actually fixed and the lack of response from and how this business has handled this issue. 
  
  Regards,
  
  ***********************

  Business Response

  Date: 03/12/2024

  ******* my service manager as well as myself have made numerous attempts to reach out to customer.  I would like to have us meet together to discuss the problems and help fix if possible.  We performed the work that was authorized and I would like to see if the problems that are still happening were part of the service discussed before performed.  I would like to help either way.  I can still be reached at any of the phone numbers i left on voice mail. 

                                                          Thank You, 

                                                                    ***************************, Gm

• Initial Complaint

  Date:12/11/2023

  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.

  My issue is with the service department. I dropped my vehicle off in August of ********************************** my Ram ****. The *** module needed to be replaced and the part was on back order. Mount Ephraim Ram cannot control that so I do not fault them for that issue. However, due to the circumstances of the vehicle needing the part it sat at the dealership until December of 2023 which is when the part came in. They replaced the part which was covered under warranty. They advised me that the battery was dead and would not hold charge. They advised me that it was at no fault of my own but stated that I would have to pay for a new battery out of pocket and there was nothing that they could do on their end despite the vehicle being in their possession the entire time. I have been dealing with this issue while on military orders which require me to travel in my personally owned vehicle that I did not have for four months.

  Business Response

  Date: 03/06/2025

  I talked to *****.  We handled this problem for him years ago.  He is happy and we will continue to take care of him in the future!!

                                                                                                                 Thank You, 

                                                                                                                               **** *********, Gm

• Initial Complaint

  Date:08/03/2023

  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 the car a year ago from here, have had nothing but issues since. They business has refused to help in anyway. I took it in for service (every other dealership was booking months out) and they told me there was a transfer case issue and chemicals everywhere. When I went to look, it was only water. I had three other people look at it before this and no one noted any water in the transfer case. And employee told me that the BBB rating was low because everyone who worked there 6+ months ago were bad managers and that they cleaned house and everyone got fired. Multiple other mechanics I contacted are saying that even if I had spilled something, theres no way that the transfer case couldve gotten ruined from that. When I talked to the business they called me a liar and said that I was falsely accusing them of bad business practices. They stated that last time I was there there was an air bag issue (which isnt on any of the paperwork) and when I said that that wasnt true, the person on the phone told me that he mustve gotten confused. They wont help me at all, and the only compensation I was provided was a waived diagnostic fee. Since I was told from an employee that everyone who worked there prior to 6 months ago was not operating fairly, I feel like I was sold a faulty car.

  Business Response

  Date: 09/15/2023

  I spoke with ************** on 9/15/2023, and provided her my personal cell phone.  She related she will schedule a time with me directly in the coming days, so we can diagnosis her transfer case complaint.

• Initial Complaint

  Date:02/18/2023

  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 2/17/23 I was running errands with my daughter. I pulled up to a Wawa so my daughter could get something from the store. Upon leaving her coming out we attempted to leave the store and I tried to start my vehicle. Thought multiple attempts I called the dealership, who attempted to support me with basic troubleshooting. We came to the conclusion that the vehicle needed to be towed to the dealership. I had the vehicle towed to the facility and dropped off approximately 2:25pm. I met with a manager named ************** gave my keys and information to. I inquired about a rental and was told they dont have rental vehicles on premises. I spoke to the retail sales manager ****** who asked someone to look and it and show departed the dealership via Uber. I called the dealership inquiring about my vehicle on 2/18/23 approximately at 10:38am and spoke to a Manager/supervisor by the name of ****. He informed me that my vehicle was in the shop and they would call me with updates. I had to call back to inquire around 1:23pm and spoke with a *** who informed me my vehicle was not pulled in yet. After interrogating ***, he offered to put **** on the phone while babbled a series of lies and told me if I continued to talk over him he would release my vehicle and I can deal with Chrysler myself. I sat in silence in disbelief of the service I was receiving. He said I can call Chrysler and see if they will get me a rental. This was the first time even being given that piece though Ive inquired multiple times previously. I hung up called Chrysler and they are telling me I have to was 2-3 business days to be called back. Around 3pm *** calls me stating that there seems to be a manufacture defect and I may need a new engine, but they wont completely know until potentially Tuesday. I purchased a $60K less than 1 year ago and am being treated inhumane. I had other companies provide me with rentals and great service for issues lesser than something like this. I want a full refund on this.

  Business Response

  Date: 09/15/2023

  I attempted to call **************** on 9/13/2023, 9/14/2023, and 9/15/2023, with no returned call.  I left messages and provided **************** with my personal cell phone number.  I am currently awaiting a call back.

• Initial Complaint

  Date:11/08/2022

  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.

  Bought a car from the dealership did all paperwork after 2 weeks passed they called and ask me to bring the car back..do to the payoff of my trade in was more then they thought..and stated they never filed paperwork for loan that I filed out and got approved for and they wasn't going to pay my trade in off..and I had to return the new car..I told them.it was there mistake for not checking.on payoff even after I told them.too do so!!!now my trade in is sitting at the dealership with no insurance and with a late payment cuz after 2 weeks they decided not to pay it off...

  Business Response

  Date: 11/09/2022

  The customer was advised that the payoff provided by him

  through his app on his personal phone would be verified once the credit union could be contacted as they were closed the only payoff was provided by the customer once it was verified the customer was contacted advised of the payoff difference and told to come in. The customer immediately refused he was advised that the agreed payoff amount once again provided by him was incorrect he could either pay the $5700 difference or we can recontract at the higher payment he advised us hes not doing either and wont return nor discuss the options. At this point no payoff has been made as once again the agreed and contracted payoff signed by the customer is $5700 short we are seeking the customer come in and we will discuss his options if not we will be gorced to seek legal actions to have the vehicle returned. Im 

  Customer Answer

  Date: 11/09/2022

  
  Complaint: 18375149
  
  I am rejecting this response because   ..i never  looked up my pay off on my phone or do i have a way to look it up on my phone and if i did then they would of had the pay off amount!!! they was told to call and get payoff by me..and 2 weeks went by before they ask me to bring the car back!!! your telling me it takes 2 weeks for them to get a payoff? and these is that how they do  business they dont look up amount i could of said i owe 500..?  ??? they waited 2 weeks  so it showed as a sale for  months end  so they would get kick backs from the manufacturer...!!!!
  
  Regards,
  
  *********************

  Business Response

  Date: 11/09/2022

  We have all the documents that the customer signed stating his payoff was $20,200 he provided us the payoff then he signed agreeing to it as his payoff he was advised and stated Im not paying it and hung up !

  Customer Answer

  Date: 11/10/2022

  
  Complaint: 18375149
  
  I am rejecting this response because:i stated when they called i  got a lawyer and was going to handle the matter and was  told not to talk to them and  YES  then i hung up...this is a legal matter know.. thank you   
  
  
  Regards,
  
  *********************

• Initial Complaint

  Date:10/02/2022

  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.

  In July of 2022 we traded in a 2017 **** F-150 that was financed through sanatander for a 2022 Dodge Charger. The finance manager ***** was great in the beginning saying everything was gonna work out great. Our **** F150 was traded in and we received another car. The pay off for the **** f150 was 31, ******. Were recieving calls from Santander stating that they have not received the pay off check from mt ephraim. I have continuously called mt ephraim and they have stated that they will help and not returned any of my calls. Now on our credit report its states that were two months behind on the ff150 but it was traded in already. This has ruined our credit and any chances on buying a home. It has been over two months and Santander has yet not received the pay off check and we need this problem solved. For a matter thats so important its treated so poorly by mt ephraim and is very unprofessional. Trading in our truck for a new car was by far one of most horrible experiences we had to face with a dealership. We desperately need this matter with mt ephraim and Santander solved. ********* needs a copy front and back of the pay off Check for the **** F-150.

  Business Response

  Date: 11/01/2022

  To whom it may concern,

  This issue was resolved with the client and proof of payoff was given to the client a copy of the dated check and the tracking # that it was received by the bank issue was an error on the banks end.

   

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