ComplaintsforDavidson Automotive Group

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a vehicle in January from this dealership. Within 2 days I had sensor faults popping up on the dash. I have taken the vehicle back to the dealership 6 times and they still have not been able to fix the issue. With them saying it was fixed each time. Now they’re trying to tell me it’s not covered under my warranty and want me to pay almost $3k to fix it. I will never buy another vehicle from this place.

  Business response

  08/16/2024

  Hello ******,

  Thank you for taking our call and giving us the opportunity to help make this right. Like it was mentioned, unfortunately **** declined the repair but we are going to help take care of the repair for you. Thank you for bringing this to our awareness and we look forward to helping remedy your concerns.

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase a 2020 **** ****** from Davidson **** in Watertown , Ny on Dec 19th 2023. Less than 90 days later the door broke (the arm bracket broke and the window would not roll down.After contacting Davidson numerous times I was informed that they were waiting on a recall so Now fast forwarded to June 2024. I was contacted by Davidson who informed me that they needed me to come up so they could take pictures and order the parts. I was contacted again by Darlene at Davidson informing me on June 18th that the parts were in and that it would require a week to fix my car because they had to take the door off and repaint it to match. I explained to them that I work full time and would need a rental if they were going to hold the car for a week. I was told that they are out of rentals but that she could put a note in. I explained to her that as it was I could have them come pick up the car on July 1st because I was not working that week and I again asked if they could see about offering me a rental for a day or two during this time while they were fixing the car. Darlene stated that she would make a note of it but could not say. I explained to them that since the time I purchased the car I have been inconvenienced as not being able to use the window and fear of the door breaking off. Now they want me to not have access to any transportation for over a week. Finally I relented and stated that they could come get the car on July 1st 2024 pick up at my home and that it would be returned by the 5th. This would force me to spend my whole vacation at home and not be able to leave. No sooner did I hang up with Darlene nad I got a text message from Davidson **** stating that they were going to pick the car up on June 25th. This was not agreed upon we said July 1st. Now they want me to go 2 weeks without a car with no rental. I have never seen such poor customer service in my life. I made a car purchase and less than 90 days later the vehicle was defective

  Business response

  06/27/2024

  Thank you for taking the time to share your experience with us. We understand that the window and door issue has caused significant inconvenience, especially after just purchasing your vehicle. We want to assure you that we are committed to resolving this matter and have already scheduled the necessary repairs.As promised, Darlene noted your need for a rental vehicle, and our team has followed through by arranging one for you. You should have already received a call to confirm the rental for the week.If you have any further questions or concerns, please don't hesitate to contact our service team. We appreciate your patience and understanding as we work to resolve this issue.

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 13th was told needs over $1200 in work on oil system. Payed for parts and haven’t heard anything as of yet. Called yesterday they have parts n don’t know will call back and never did.

  Business response

  05/08/2024

  In response to the complaint, we are working with ***** to get his mother's vehicle in Thursday, May 9th. Unfortunately they were not called when the parts arrived to make an appointment, causing the delay. We spoke with ***** yesterday that the parts are here and we apologize for the inconvenience this caused. Our management team is aware of the situation and keeping an eye on the visit to make sure things go smoothly for them.

   

   

• Initial Complaint

  04/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My daughter's and my care was taking in to get a fuel induction cleaning, when I made the appointment i specifically stated that an oil change was required after the cleaning and to do that as well. They did the oil change first and then the cleaning. I asked them why they did this, their response was it is not a required procedure afterwards. Then when I explained it was in a service bulletin they stated it was an old bulletin. I then found the updated bulletin from ** stating "Change the engine oil and filter, and advise the customer to only use one of the *** **** Gasoline locations listed at ************************* and/or in the latest version of Corporate Bulletin Number 05-06-04-022 to minimize future deposits. It can also be recommended to add a bottle of ** Fuel System Treatment Plus at every oil change as mentioned in the latest version of Corporate Bulletin Number 04-06-04-051" Even after telling them this they still denied refunding the oil change cost, and if I wanted the oil change after the cleaning I should have said so, which I did. I am sorry I didn't know I needed to do their job for them. Additionally the receipt from the dealer states oil change recommended. Now why would you recommend it after the cleaning. Which it was there in the first place to get it that way but they failed to follow **'s procedures.

  Business response

  04/25/2024

  BBB spoke to the business and the following was relayed:

  This is being resolved. I spoke with the customer today and a check for the refund for the oil change requested by the customer has been issued and is available for pickup.

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought my vehicle to Davidson Chevy in Rome, Ny in February due to a check engine light giving a code for front converter. Davidson claimed they replaced the converter when I picked up my vehicle. My check engine light continued to come on. I brought it to a different mechanic who assured me the converter was not replaced. I contacted Davidson and sent the manager pictures of the converter. He agreed the converter had not been touched. He told me he didn’t know what happened and they must’ve put the converter on the wrong vehicle. They also would have noticed the resonator is completely rusted while changing the converter. This was not mentioned to me either. I have text messages of our conversation where he states and agrees that they did not replace the converter. Receptionist was extremely rude and condescending when I originally called. The manager has zero logical reasoning for this. They were paid through the warranty and did zero work to my vehicle. The manager offered to “make things right” but I am extremely hesitant to bring it back there without an answer as to why it was not replaced.

  Business response

  04/22/2024

  BBB spoke to the business and the following was relayed:

  The customer is scheduled back in for a service appointment on the 24th.

  Business response

  04/25/2024

  BBB spoke to the business and the following was relayed:

  The customer did show up today and we are going to replace the converter and leaking flex pipe/resonator as desired by the customer.

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Had a friend drop my vehicle off I am currently deployed overseas. Brought in my 2016 ******* gt premium for a parasitic draw, vehicle was misdiagnosed multiple times at my expense, then vehicle was damaged by the dealership’s negligence, dealership is covering the body shop and put me on a list for a loaner vehicle I get from deployment around April 4-7 hopefully it’s been a rough 9 months in Syria, I have been blown up, shot at, the one thing I was looking forward to was driving my vehicle and now I cannot due to the dealership’s negligence, I would like compensation for the diminutive of value now that the VIN will have damages attached to it and the fees reversed for the misdiagnosis if possible. First they said it was a fog light wire they taped up and said it was fixed, then they said it was alternator i paid to get that diagnosed then elsewhere to get fixed, then they said it was the BCM I paid to get that fixed the issue still persisted then they said it was the instrument cluster after I paid that it was fixed no more parasitic draw, then they tell me an excuse that the vehicle was left outside and damaged by wind, I think they drove it the hood came up and now vehicle is awaiting a body shop which it still is not in yet.

  Customer response

  04/19/2024

  Called the consumer and they stated that they picked up the car and took it back and the business is taking care of it. 

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am loaning a truck through Davidsons. It has been in the shop 3x for the same issue. I should not have to pay this months payment since I have not had my vehicle.

  Business response

  02/01/2024

  Hello,We understand the frustration of having to make payments when your vehicle is in the shop for a period of time. Our service manager has worked with GM to cover your payment for the month. A check has been cut and mailed to you. Please reach out if you have any questions. 

• Initial Complaint

  11/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  March 10-11 of 2023, I brought my vehicle into Davidson **** 18621 US-11, Watertown, NY 13601 for an inspection. During the inspection the technicians found an issue with a warrantied part so I gave permission to fix the issue. Assured me that the vehicle would be done in 24 hours. Next day I receive a phone call saying that a part needed was not available until the next day. Allowed for the next day and again am told the part wasn't going to be in for a few days. I had to go back to New Jersey with my family the next day and was forced to purchase a rental car out of pocket as the dealership informed me they couldn't give me a vehicle for loan. I spent $417.90 out of pocket on the vehicle for a ONE-WAY trip. Asked the service manager and he promised me a refund would be given. It is now November 28, 2023 and multiple emails later and not a lot of responses, I have not gotten my money back. On top of that, when I went to the dealership to get my little girls car seat, they told me I couldn't go back and grab it and to "deal with it" and there was nothing they could do for me. Completely unprofessional and lack of integrity on their behalf.

  Business response

  12/14/2023

   Good afternoon,Thank you for taking the time to reach out about your recent visit. After discussing with our management team, we have agreed to reimburse you for the repair issues you experienced. We were confident in ****'s willingness to help a valued customer with the cost of your rental. They have failed us and you, so we will financially cover your rental vehicle of $413.90 at your earliest convenience, please give our service manager, Brian M******* a call at ###-###-#### to complete the reimbursement process. Thank you and we're sorry for inconvenience this has caused.

  Customer response

  12/15/2023

  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

  08/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Paid $2,100 for platinum extended warranty I was told no $100 co pay with this plan On 1st scheduled service appointment They wanted me to pay $69 for diagnostic Service charge for EACH issue I left after manager said they need to get paid if not by warranty than by the customer Before diagnostics you have to sign that you agree to pay Terrible experience, i believe their extended warranty program is a scam

  Business response

  08/28/2023

  Hello ******.

  There seems to be some misunderstanding as to what was explained about your warranty. We understand you spoke to our service manager, Scott D*********e, and our finance manager, Ed K******* and both went into full detail that no payments were to be collected during your first appointment. As they both stated, a diagnosis must be performed to determine the cause of failure. Once the cause of failure is determined, we then contact the extended warranty for approval. If approval is given for that repair, the customer is only responsible for the deductible, if applicable, for that repair. If an item is determined by the extended warranty to not be covered, the customer would be responsible for the diagnosis fee as well as any further costs of repair. 

  With your Platinum Plan, you do have a disappearing deductible and on page 5 your contract lists several exclusions to the coverage. We can not determine how the "loss" occurred until a diagnosis is made which determines the cause of failure. So to make customers aware, we have to quote you a diagnostic fee if the warranty does not cover the repair. We hope this is able to clear up any frustration and concerns that you have. If you have any questions, please give our customer experience manager, Alekzandra a call at 3***********.
  

  
  

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased 2020 ******** on 5/19/23. Got it home&found a deep scratch on RR and RR muffler was not even connected. Called dealership 5/20/23. No call back from Matt R. by closing time so I emailed him and text him to call me immediately Mon 5/22. He said they would take care of everything&see Anthony in service. 5/23 went to service, broken muffler hanger. They had to order it&send an estimate to sales for approval of scratch repair/paint. A week goes by, part came in, estimate approved body shop to contact me. I ended up calling on 6/5& could not get ahold of body shop. Emailed Matt, body shop called me w/i 5min. Said to drop it Mon 6/12. 6/8 tire alert, RR was 22lbs(same area w/all issues). Made Anthony aware& asked to give it a complete once over as I did not believe the car was ready.6/12 I got a Toll Bill for the license plate they issued me on 5/19 with the car for tolls in April.1 month before I was given the plate&bought car! May tolls prior to 5/19 purchase were charged to my ** **** acct. Pic of plate was a **** truck, maybe a superduty. So I had to appeal, etc. Meantime, no updates on car status even when I text Matt for a pic of my reg so I could get it to Toll By Mail&** ****.6/12 dropped off, 6/16 I call&service can't tell me if my car is there.Anthony was out.Called body shop, said it went to service 6/15&they would have someone call with status.NO CALLS. I call AGAIN, finally get a Jeremy who turns out to be the GM. I tell him everything.He said he would locate the keys&let me know if it was ready. I signed a service doc on what they did, but did not get a copy. Said plate was issued to another vehicle&due to insurance issues had to be returned&they have to use them in order so lucky me I was next in line. The car was not clean, all Jeremy could do was apologize.I don't trust the vehicle is inspected properly&I'm worried it's a lemon. I now need to bring it to another dealership to have it checked out. It's still under factory warranty.

  Business response

  06/28/2023

  Hello ******. Thank you for sharing your experience and providing us this information. After looking over your complaint and speaking with the General Manager Jeremy, it appears we have taken care of the muffler, the paint and tire alert concern. We do apologize for the frustration that the ** **** charge has created for you. Jeremy has mentioned you spoke to him on a few occasions about this and we are absolutely taking care of the charge after you hear back from NYS. Unfortunately at this time, due to there are no other concerns and all have been handled, we will not be taking the car back. We understand this can be frustrating, but your vehicle is ins great condition and just had few mishaps that were handled. Please reach out if you have any further concerns.

  Customer response

  07/01/2023

     I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I am rejecting this offer because I have resolved my own issu  I am rejecting this offer and request further action from ******** ****. I did not receive paperwork promised to me by Jeremy on the work that was done. I did not receive any followup on the offers Jeremy presented to me. He offered complimentary detail and I also requested a full **** multi-point inspection of the vehicle. As with everything in this experience, there is zero communication and followup.  I took it upon myself to trade the vehicle in for another. I request further action from ******** by issuing me a refund on my extended warranty. I emailed the attached files to ***** ********* in finance at ********************************** to requested my pro -rated refund of the extended warranty that was purchased and has now been paid in full. Prior to emailing this paperwork I called ***** and left a voicemail and did not receive a call back. My final request to resolve this issue is to send me a check for the refund of the extended warranty that I bought. Proof of sale is attached and if further documentation needs to be provided, please let me know.  Regards, ****** ******

  Business response

  07/05/2023

  Yes, we have been in contact with you in regard to refunding you the remainder of your warranty. We have submitted to document that you signed and now it is in the hands of our warranty company. Receiving your refund could take 30-60 days.

  Customer response

  07/09/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   Regards,  ****** ******

*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. ↩