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: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.

  date of transaction 12/27/2023 Matt M***** was car salesman. I bought this car and literally a week after it dies. I bring it to a shop here in Syracuse to have it fixed. another week later the car dies. I call the shop in Syracuse and am informed that the batteries are brand new. I then call the shop in Utica that sold me this vehicle and the earliest appointment was 4 weeks out. I schedule the appointment and instead of fixing the problem they put new batteries in the car. (Batteries are not the issue, there is something wrong that is killing the batteries.) I pick up the car and they assure me that the issue is resolved. I returned to Syracuse and 2 DAYS later, the car is completely dead in my driveway. I call them back this time I had a little attitude. I will admit that but, the man I spoke to was not accommodating at all and then said to me " we'll see what gets done with that attitude." his name is Chris b*****. I told him, that if the issue was not resolved I would be forced to handle matters a different way. which was not a threat, but I would then need to take legal action. it is now late march, and my car is still sitting in my driveway, so I made a SCHEDULED appointment with them to get it fixed. it is now the second week in April and decided to call and see where they were at as far as the work being done. the woman working the phone then told me they haven't even started it yet because there was no information on the car coming, when I made an appointment which was confirmed by the dealership with specific notes about the car's situation and all of my information. this place is beyond disorganized and non-accommodating. I've now owned the car 4 months and have driven the car a total of 2 weeks. I've lost clients and money from this inconvenience and had to start taking ***** to work. I want a FULL refund for this car. please help me as they have not. i have no where else to look but here.

  Business Response

  Date: 04/15/2024

  We contacted the customer today and let them know that we are getting the vehicle in the shop first thing Tuesday morning. He was okay with that and told him we would give a update as soon as we can. I will let you know how it goes from here. Thank you.

• Initial Complaint

  Date:04/01/2024

  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.

  Went to this dealership after having a bad experience with a sister store across the street from this dealership. We were greeted and given excellent customer service by Kevin. We settled on the Purchase of an 2018 ***** on February 16th 2024. We noticed the radio had what seem like it was a screen protector bubbled we asked the Sales man and he told us we could bring it back and they would take a look and if needed replacement they would take care of it. Due to the long distance and time of the day we agreed to have it delivered 2 days later because it also needed a a new battery and inspection. No big deal, we agreed to meet Kevin half way for delivery of the truck since we live so far upnorth (4hrs away) upon delivery we noticed, ( parking sensors need servicing light pop on the screen) again Kevin told us that when we brought it to get the radio fixed they will take care of the issue. 2 weeks go by and we noticed the rear air leveling system is 2 inches off on driver side. We made an appointment brought it to them on 2/15 expressed our concerns and they told us they were getting us a rental because they were ordering the parts. After a week they had not touched the truck or ordered the parts. We needed the truck badly and went and picked it up. Today 3/1 we called for an update on the "ordered parts" hoping we can get this truck fixed the parts department told us they HAVENT ordered any parts to fix the issues. I've only had this truck for a month and Half Paying a whopping $35k including the $4,000 warranty they sold us with promises of "Bumper to Bumper" and there's no call backs as promised from the dealer, when called and asked for Service manager the reply is "he is not in today" 0 communication with their customers. They sell you Used vehicles with pre existing conditions, convince you to buy the $4,000 warranty that at the end will have you realize you have been scammed and ripped off. I wish I would've looked at the the fb reviews before purchasing here

  Business Response

  Date: 04/03/2024

  We have set up for the customer to come in on Saturday the 13th at 1030am. While the customer is here we are taking pictures of the vehicle as the warranty company is requesting them. We are in attempt to get the customers concerns all covered. 

• Initial Complaint

  Date:02/08/2023

  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.

  Bought 2016 Jeep Grand Cherokee in July 2022 with 78,900 miles, Jeep started having electrical issues, brought back in august and was given no communication, calls were voided, voicemails not returned. Was given a call to come back in September as it was fixed brought the jeep home lights worked on and off brought back the same day. Did not receive a call until Late October to pick up, Carbone was trying to work out a trade i couldn't afford the payments, Now the jeep has less than 2,000 miles added onto it from me driving it and they are willing to trade for a 2019 Cherokee limited, but wont honor the last trade in amount, or swap as this trade is cheaper than the price i bought my jeep for. My jeep know is heating up to 140 degrees and the dash flips out and wont physically move, it is not safe to drive I'm basically stuck as they had my jeep from August to November. At this point I'm scared to drive my jeep as its not road safe, and issues are still arising, but would like a refund but they state its been too long, too long of you keeping my jeep in the shop i haven't even had it back 3 full months and new issues are arising now to the point its not drivable.

  Business Response

  Date: 03/10/2023

  Good morning,With regards to the above claim number, I would provide the following information. We offered to trade ******* out of the vehicle in addition to making repairs. It is my understanding that she declined to trade out at that time. We stand ready to help with repairs as she has a 2year 24,000 mile warranty and should get it in for repair in any case.When she brings it in to make repairs, we can look at offering her vehicles that might fit her current budget. She can drop the vehicle off at her earliest convenience and can work with Kenny our BDC rep to potential find a replacement vehicle. If I can provide any additional information please let me know and thank you in advance for your help!  Thank you!CraigCraig A. B****General ManagerCarbone CDJR5017 Commercial Dr.Yorkville, NY 13495

• Initial Complaint

  Date:08/23/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 vehicle from this dealership on may 12. i have yet to receive my registration for the vehicle. i have spoke with this dealership a hand full of times and expressed my concern( when they would actually answer the phone or call me back). each time they would say they submitted it to the local DMV, i would ask why it hadn't been submitted yet and no one can ever answer my question. at 1 point they tried telling me they did not have my address change card on file. this was given to them several times ( i even have email proof of me sending to a manager at one point, this was never taken care of once again) & no one from the dealership ever contacted me asking me to send this if that was really what they needed. i have called penndot twice and spend over an hour on hold just for them to tell me the dealership has not submitted anything. i am at a loss and do not know what to do at this point. i need the registration for me car. This business is an absolute disgrace

• Initial Complaint

  Date:08/17/2022

  Type:Service or Repair 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.

  Vehicle was sold without disclosing body damage to passenger side and with a defective touchscreen which is a known issue with jeep and Chrysler products from the 2017& 2018 yr models , they charged me over $3395 plus tax for an extended warranty gave me no information about it and system shows no such warranty exists and if so doesn’t cover electronics apparently, cannot get them to answer me

  Customer Answer

  Date: 09/02/2022

  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. 

  The general manager reached out to me today and said they will replace the items I listed in my complaint to him and mentioned my reviews posted both on google and Facebook he didn’t mention my complaint to the BBB but I am at least getting the main issues other then the body damage corrected 
  
  Regards,
  ***** ****

• Initial Complaint

  Date:07/12/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 ******** ******** from **** **** in may 2022 which I ended up finding out after purchasing needing new ac lines and the DVD player they advertised as working, was not working. I dropped it off to **** **** on 6/15. Which they claimed it has been at CARBONE ******** ever since. I have been told for weeks, 7 different times through **** ****, that ******** has told them my car would be done in 2 days.. when I finally spoke to someone at ******** myself, trying to get information, they told me they’re tech would be back on 7/6 and my car should be done by the end of that week. I called ******** Friday 7/8 to figure out if my car would be done that day, for them to tell me they realized they ordered the wrong DVD player. Not sure why it took 4 weeks to figure that out. Friday 7/8 Lynette in service told me she would reach back out to me to give me an update. I have tried to reach her multiple times since then and she has not returned a single phone call and anyone I talk to says they have no information for me. No one knows what’s going on with the DVD player or anything, I have no sort of timeline on when I will have my car back that I bought 2 months ago and has been at ******** for going on over a month now.. I have also filed a complaint with **** **** because I’m not sure whose giving me the run around here, but I know one of them is not being honest!

• Initial Complaint

  Date:06/23/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 car over a year ago and it's a lemon. It has spent more time in the shop than I've spent using it. When I bought it, it would vibrate, make loud noises and the engine would skip. I would take it to get looked at and I would get it back in the same condition. I don't think they even looked at it a few times. They changed the tires or change the oil, try and make me pay for it and the problems still weren't fixed! After new tires I had to take it back because the vibration and noise had gotten much worse. I was told they took it for a test drive and everything was fixed. I drove it out of the lot and immediately turned around because it was still the same as before! I had to drive it like that for a little bit because I had to work. Then in late October, my car blew up. My car sat at Carbone from November 2nd until early June and I lost my great paying construction job because I didn't have a vehicle! I was out of work for over a month and had to go back to my old job to pay bills. Bills that got behind because I had no job because my car was a piece of junk, sold to me anyway and was never fixed! When I finally got my car back, I had it for about 4 days when it blew up again! There wasn't a drop if oil in it and barely any coolant! I don't see how they could've missed that when they tried to charge me for a tune up and oil change on a "brand new" engine and they "test drove" it. There were still pieces of my car thrown in the back seat and were never put back on! Now I'm on the verge of losing another job because I don't have a vehicle. I left a message for Sébastien the manager and had the car towed back there on the 11th of June and I haven't heard a word from Carbone yet! They're rude, unprofessional, obviously terrible at their jobs and obviously care more about profit than customers! I would like to talk to a lawyer and have them get this taken care of since they treat me like a nobody.