Complaints

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• Initial Complaint

  Date:10/17/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 2017 ***** ********* 1500 from this dealer on April 1st of 2022. Since that time, the transmission has repeatedly failed by sputtering, disengaging while driving, or just not working at all. The dealership has attempted to make repairs on it on multiple occasions, including installing a new transmission, that has not fixed the problem. I use this truck as my primary transportation for my family, and I have a child with a severe disability (cerebral palsy), and the condition of the vehicle makes it difficult to near-impossible to get him to his appointments. The dealership had originally showed me a truck from another dealership that I had agreed to purchase, and they then delivered a different truck. They wouldn't move it from the other dealership unless I had already signed a purchase agreement and had the truck registered ahead of time. When I asked to be shown the carfax information, he retrieved the truck, instead, and never showed me any information. When the vehicle was reviewed through the DMV files, it was shown to have had accidents, which the dealership had denied when I purchased it.

  Business Response

  Date: 10/21/2022

  Customer came in April 1st 2022 and bought the ***** *********; on April 11th the customer came in for service stating there is a shake when driving over 62MPH. Our shop test drove the truck and found that it needed a new transmission. We sent the truck to ******** Transmission for a transmission rebuild. Test drove the truck to verified repair. Customer also was promised a new left front wheel at time of purchase, removed and replaced left front wheel. Customer came back May 13th stating the truck steering wheel is shaking at around 65 and above. Service manager test drove the vehicle, did feel slight front end vibration at higher speeds. Check and balanced tires. Operating as designed. Advised customer that the tires are worn/not new and “road feel” will typically increase as tires wear. Also stated that the vehicle pulls to the right and the steering wheel is off centered. Service manager test drove the vehicle, noted that that car would drift to the right with the hands off the steering wheel. Cross rotated front tires after balancing tires and drift no longer present. Found that the steering wheel to be centered. No further repairs necessary. Customer also stated there is a shutter while driving typically when holding a steady throttle or accelerating slightly to maintain speed. Happens always under these conditions but especially pronounced at 35-45 MPG. Service manager test drove the vehicle, and did feel a slight sensation when driving under customers described conditions. Performed visual inspection, no obvious defects noted. Slight sensation that is felt driving under customer described condition is a normal vehicle characteristic due to cause by torque convertor lock up and the engine management system. Customer also stated twice since the transmission was repaired the vehicle started to shake while driving progressively worse. Pulled truck over and shut off one time and not the other time. Concern was not present after resuming travel. Service manager test drove the vehicle, unable to duplicate the described condition. Customer also stated that the vehicle shifts harshly in and out of second gear, also made a clanging sound. Service manager test drove the car and did note transmission shift was slightly firmer from one shift to the next. The truck was taken to ******** Transmission for the required inspection after rebuild, during which time ******** Transmission found the transmission to be operating as designed. Customer reached out June 9th to get out of the truck and into a new truck. Presented them with numbers to a preowned *** ******* To help them we gave them $10,000 over KBB on their *****. Quoted numbers per last sales deal. Ran the numbers to the bank and due to credit challenges of the customer, couldn’t get them to a payment that they wanted and ultimately did not accept the offer from the banks. Customer came back October 4th stating that there is a shutter while driving typically when holding a steady speed or very light acceleration around 35-40 MPH. Vehicle was sent to ******** ********* for evaluation. ********’s followed ********* TSB 20-NA-038 as requested. Vehicle was found to be operating as designed with no defects present. We also let the customer know there was a screw in the vehicle tire, customer declined repairs. Customer came back in October 14th stating that the vehicle pulls while driving. Inspected the steering and suspension. No defects noted. Inspected on alignment rack, found left front toe setting out of specifications, adjusted front toe. Vehicle was test driven by the service manager and NYS DMV Representative, vehicle operating as designed with no pull present.
  On our website each used vehicle has an available Carfax our customers can see; we did not withhold any information concerning any accidents.        

  Customer Answer

  Date: 10/29/2022

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  A couple days prior to April 1st, ********* and I went to Garvey to look at vehicles. Terry G***** was our salesman. We sat down and looked at vehicles that were in our interests, and price range on the computer. He showed us a ****** *********, and told us that it was owned by a coworkers father, and was well maintained. We were informed that the truck was fully loaded with a tow package. We were then informed the truck was located at their Vermont location. We asked if they could bring it to this location for us to look at. Terry told us they would not bring it down unless we were serious buyers. He had us sit down with Don and fill out the financing paperwork. Later that day he told us we would need to put insurance on it as well before it came to NY. On the 1st of April we were notified the truck had arrived, but still had to have a safety inspection and detailing done. We were told we could come in the afternoon. When we got there we sat down with Terry, and I asked for a Carfax report before we talked about anything else. He said it's clean, I have it here somewhere. He looked for it for a moment, couldn't find it, walked around to look for it, and didn't find it. He told us that while he looked for it, he was going to have us finish paperwork and take copies of our insurance which he had us get prior to the truck arriving. As we were finishing the paperwork he had given us, he told us he was going  to see if the truck was finished, and pull it around front. When the truck came around the building, it was white and black not Silver like we had been shown. Terry brought us outside to the truck and handed us the keys. When we opened the driver door we noticed the front seat had a chunk missing, and all the seats were soaked. Terry told us that he was not aware of the seat being like that. We took it for a short drive in the immediate area, because we aren't familiar with the area. The truck was pulling to the right. When we got back we took a walk around the truck. We noticed that a rim was severely damaged, and there was a dent in the driver side rear panel, and rear bumper. We pointed these things out to Terry. I asked if it had been in an accident he reassured me it wasn't. We were told they would not fix the dents, but would give us $100 for an alignment and a voucher for the rim to be fixed at a later date. He brought us back inside and told us he was going to finish getting the paperwork book together. He did so, handed us the keys and we left. On the drive back, ********* was following me in the *********. I didn't realize the whole ride back to our destination in Albany, she was flashing her lights and calling me. When we got to the destination ********* was crying and scared. She told me the truck was skipping and stuttering, shifting hard, shaking in the wheel, and pulling hard to the right. I drove home and felt all the same things. We called the dealership but they had already closed. We called the next morning, and informed them of all these issues. We were told they would call us with an appointment. On April 4th Corrine called and gave us an appointment for April 26th. On April 10th I called and spoke to Terry and Lou and told them the vehicle could not wait until the end of the month and needed to be fixed asap. On April 11th we dropped the ********* off for all above mentioned issues and for the rim to be fixed. On April 18th Lou called and told us the truck needed a new transmission and torque converter and that he will keep us updated. On April 21st Lou told us they are trying to find a new transmission or a shop to fix it. On the 25th Lou called and told us that ***** has no transmissions available, and that Jasper and their normal shops have no available parts. He told us it would be at least 9 to 10 weeks before they could order the parts. The truck was inoperable for over 20 days. They gave us a rental that was too small for our disabled sons wheelchair knowing our situation. The service guy also told us it was "a piece of shit." During this time, they avoided our phone calls, pushed us off from person to person at the dealership. On multiple occasions we had to drive to the dealership to get any answers. Out of the blue on May 4th Fred called and said the truck will be done by 3pm. He told us the transmission had been rebuilt. We asked for a work order and were told that he didn't have one. He just assumes they rebuilt ours. We immediately called them on the way home because we noticed the truck was still doing the same things. The transmission was slamming into gear, shifting hard, constant shutter/ shake on acceleration, really hard downshifting, and shaking at 60 plus. We were told that the truck would work the problems out. A few days later we called again, and was told to drop it off 5/13 to be repaired. When we picked it up we were told they felt the skipping. He told us it was due to Cylinder displacement and it's a factory defect.  They also told us they balanced 3 of the tires, and cross rotated the front tires, but did not align the vehicle. We were also told that when it starts to stutter or shake to hit the gas, or the tow haul button to stop it. Which it does NOT. He told us the problems would work themselves out. He told us it was out of the lemon law warranty,  but at least we have an extended warranty, and told us they were done working on the truck and thats that. When they cross rotated the front tires they never reprogrammed the sensors or told us about it. We found out when the light came on the dash, and went to fill up the tire and accidentally overinflated the tire because the sensor was hooked up to the wrong side. In the midst of all this we filed paperwork with DMV safety. A DMV inspector came to our home to test drive the vehicle and look it over. He noted the rear suspension was twisted, and informed us there was an accident on the carfax report. He also acknowledged the other issues, and told us he would speak to Garvey to get the vehicle back in to be worked on. On October 10th we dropped the vehicle off at Garvey. They inspected the suspension and noted no defects. They also aligned the vehicle stated the left front toe out of specs. Garvey then sent the vehicle to ********* ********* to have the sensors reset and a bulletin performed. On the 14th we were given back the vehicle. As we were pulling around the parking the parking lot the truck slammed when it shifted up, and when we pulled out it jumped out of drive revved up and caught. We drove a mile up the road, and pulled over because the vehicle wouldn't stop skipping. To this day the truck is still pulling, shifting hard, slamming into and out of gears, skipping and stuttering, disengaging out of drive when you take off, and has a vibration/hesitation. The vehicle also on multiple occasions has started violently shaking. This is not a wheel shake, it's the entire vehicle. The shake is so bad you have to immediately pull over and shut the vehicle down and let it sit to make it stop. We have to meet with the head safety of DMV still. This truck is unsafe to drive. 
  The salesman himself pulled us outside and told us we had them on Lemon Law, and that they had to correct the issue or put us in a different vehicle. He told us to put it on Social Media to get the owners attention. We did just that, and within minutes Mark Garvey called us and told us sorry for the issues and his daughter Kyle would be calling us in 5 minutes. His daughter Kyle called and begged us to take the post down. She told us she would work on getting us another truck if we took the post down. She told us we could come up that day to look at other vehicles. She told us she had a ***** *** that was comparable. When we got there the ***** was parked in front, and had antifreeze all over the ground underneath it. We walked inside and told her we weren't interested in it because of that. She told us it had just come in and hadn't been gone through yet. We asked about the *** on the lot that was practically the same truck as ours but 2 years newer. She told us it had been wholesaled but if we were interested the party was going to let them buy it back. We also told her we were not putting any money on it or paying more because none of this was our fault. She agreed and said no matter what the difference they would cover it even if it was a few thousand. She had us fill out the paperwork, then told us we couldn't be financed. We had told her that our credit had just been hit for this truck, and we didn't think the *** would go through. She reassured us that she would make something work, no matter what we would get the truck. We also told her we wanted to stick with ******* ***. She told us she would call us later on. Don called us a week later and told us that we couldn't be refinanced. We asked him how that was, and he told us well ******* *** will but they want the $7,000 difference between the loans. We were willing to put a few thousand down on top of the payments wed already made on the truck, and with what Kyle told us we could have made a deal. They told us they couldnt make it work that they would scour the auctions and find us another vehicle. He also ran our credit multiple times with banks and their own finance after we told them ONLY ******* ***. We never heard back again. We were lied to about the truck from the time of purchase. When the seats dried from the detailing they did, there was severe stains all over the front seats, and the entire backseat is saturated with oil. We were told it had the tow package, then in the midst of dealing with the transmission issues were informed it infact did not. Also when we brought it for an oil change we found out it was owned by a Masonry company. The DMV inspector told us the transmission casing was not the original so it had already been replaced and told us there was in fact an accident on the carfax. He also told us that the driveshaft had been replaced. If we had known all this and weren't lied to we would have NEVER purchased this truck, let alone the problems we've dealt with. The reason we bought this truck was for a family vehicle,  and so my fiance could take our disabled son to and from his appointments in a safe vehicle and this truck is anything but. I'd like the new truck that I was promised.