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:04/15/2024

  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.

  **** dealership has had my car for three weeks after a 10 month recall from ********** and FCA stating it is a fire risk. Dealership now says presence of check engine light fails inspection. Without inspection car is not road legal. Instead of taking responsibility they say other car companies have the same problems. Sticker price is $40,825 and my credit is maxed at $13K. That is what they should be compensating with. 

  Business Response

  Date: 05/02/2024

  To whom it may concern,  All work that we did for this customer was presented to the customer first, and he authorized the work before we performed it.  All work performed was charged for accordingly.  We tried to go out of our way to assist this customer.  We called around our contacts to get the lowest price possible on parts for him.  All work was authorized beforehand and charged for accordingly.   Thank you. 

  Customer Answer

  Date: 05/02/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  As I have said the recorded call proves they mislead the customer into thinking the inspection was up and had no choice but to go ahead with suggested repairs or face additional costs after not having a vehicle for ten months and then an additional three weeks while they had it. The repairs they said the vehicle needed, did not which confirms previously mentioned complaint. They claim to have gone out of the way while another mechanic said they would have done the job for $1000. Which is half of what they finally decided to charge after blatantly lying to the customer to rope him into buying tires to pass the inspection. Saying the vehicle needs repairs it doesnt, then charging less because they didn't get the approval, is not "going out of the way for the customer", it is deceptive business practices and is clear intent to overcharge. Fraud complaint is valid and I reject the response in full.  Regards, **** **************

• Initial Complaint

  Date:06/06/2022

  Type:Product 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 10/12/21 I took in my White 2008 **** ******** VIN#***************** for service because my vehicle was running hot. After waiting on an appointment for 2 to 3 weeks. They claim they had to replace several parts, Thermostat, water pump, gasket chain, serpentine belt, Tensioner, ext. The service manager at This time was Mr. Scott M who is no longer employed by them. Total charges for the services were $2,208.32 which was paid in full on the day they finally called me to pick up the vehicle on 10/29/21. Now the vehicle was under warranty for 2 years parts and labor. Now November and December of 2021 I noticed the vehicle was running hot again so we stopped driving the vehicle and side lined it again to make an appointment with the company and they couldn’t get us back in until May 17th 2022 after several attempts in contacting them. Finally they contacted us claiming the vehicle needed another $4000,00 in repairs. We feel the vehicle was misdiagnosed in the first place in order to price gouge us in unnecessary repairs because the problem is still not fixed.

  Customer Answer

  Date: 06/07/2022

  Took my wifes 2008 **** ******* in for servive after getting it checked out by a ****** service shop for a pre inspection the service manager said that the water pump was fine but that the thermostat needed to be changed he then suggested i take the **** to the **** dealership in vestal NY we did the **** stood there from late sept. Till mid oct. We recieved no calls as to when the repairs would be done after constantly calling to get info finally in late oct. We get a call that the **** needed a new water pump thermostat and radiater cap ....we aggreed to service it with all the red flags that whent up....we paid $2200.00 dollars and a few days after my wife said the **** was still over heating so we called and called and called and no answer from the **** service dept....its now Dec we where away for the holidays all during this time the **** has not been used ...we come back...now its Jan.2022 we call to make an appt. They tell us they have none untill MAY 17th and that the person who took in the **** for service and orderd all the parts a diagnos the **** was no longer with the company and it would have too be checked my there master technition after this we got a call about a the **** needing $4000.00 dollars or more in repairs....it is now June 2022
  

  
  

  Business Response

  Date: 06/28/2022

  Tell us why To whom it may concern,
  

  **** ****** did bring their vehicle for the repairs as stated. We did a full diagnostics and did verify the repair of failed parts requiring the t. stat, water pump along with the leak coming from the front timing cover. We also recommended Oxygen sensors for bank1 and 2 for a check engine light that was on, which they declined service. There was also an airbag light on which they declined to have diagnosed. When first diagnosed there was no white smoke coming out of the exhaust system. After the repair was completed the tech drove the vehicle for 13 miles and rechecked for leaks and none were present at that time. Since the repair was made they have put 3926 miles on the vehicle. It’s very hard to foresee a problem that will happen in the future and 3926 miles later. From what we can see from our appointment system it appears that they called on May 3rd to set up to have their vehicle checked. (See apt. sheet where it shows time and date of appointment being made.  Which was May 3rd) as far as the $4000 dollar est. We said it could run up to that, but it needs to be diagnosed which was not done. In order to diagnose it correctly it would require the tech to pull the cylinder heads off the vehicle to inspect them to see if they are cracked or to see if the head gaskets were just leaking. They declined that offer. The vehicle is still here on the lot and as of yet they have not come down and get it or authorize the diag. As Mr ***** claims, the temperature indicator was not working at the time the vehicle returned to our facility. This problem was rectified by adding coolant to the cooling system. Once the coolant level drops below the level of the sensor, it no longer reads engine temperature. As the coolant was detrimentally low when the customer brought his vehicle in, it is impossible for us to confirm how many miles it has been driven in said condition. What is certain, is that when operated that low on coolant, cylinder head and cylinder head gasket damage is certain to occur. If Mr. ****** had indeed refrained from using the vehicle when he couldn’t get in to get it checked, there is no way it could have accumulated an additional 3926 miles since the initial repair, if it was indeed still leaking after the initial repair. Furthermore, the 2 year parts and labor warranty applies only to the repair that was done on Mr. ****** vehicle and does not apply to any attached or related systems or functions of the vehicle. In conclusion, if the vehicle still had overheating issues after the initial repair to the point of its current condition, it would not have been able to remain functional for more than a couple hundred miles at best.
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