ComplaintsforBob Howard CJDR

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In March 2022, I purchased a 2015 ********** Tiguan from *** Howard, CGD. During the test drive, I discovered that the sunroof's cover was missing. According to my salesman *********************, I only needed to visit the service department, and they will take care of the problem at no cost to me. Accepting the car, thinking the problem would be fixed.I booked an appointment for July 9, 2022. ********************* was the advisor assigned to me. My car was there for a few days. I had to make several calls, but nobody answered. After a while, I texted ****** who responded. She advised me to contact ********** directly because they did not feel comfortable removing the glass in order to install the cover inside the car. She said they would place the necessary order and get back to me when the part was ready for pickup. After that, I was to take my car to ********** so they could install the part.she also assured me during the call that they would communicate this information to **********, so it would be easy for me to just book the appointment.I waited patiently until August 30th, 2022, to call and text ******, knowing that everyone was busy at this time. I opted to schedule another appointment with the service department after making several attempts to get a response. When I arrived, ****** informed me that she would not be able to work on my car because of a hand injury as soon as I entered the office. Nonetheless, she advised me to go directly to ********** to order the part and have them install it. Now the problem is that no part number was provided, and I was also directed to contact my salesman, ******, for clarification on how the repair would be paid for. I felt like I was starting from scratch without any help. I called him, and he assured me that the repairs would be covered under my warranty, so I didn't have to worry. There are additional issues in which are included in the attachment below as the issue is not resolved.

  

  Business response

  07/19/2024

  The client has been spoken to and theyre bringing it in on 7/23. 

  Customer response

  07/22/2024

   
  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.
  
  Sincerely,
  
  ********************

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my car from Bob Howard cjdr in august of 2020. I loved it and was told that they run a refer a friend promotion year round. In order to receive the promotion you had to refer someone to them and if they ended up getting a car you would receive a $200 check. On March 28, 2022 I went there with my younger sister (********************)to get her a new car. She got a 2015 volts wagon ******** was told that they were still running that promotion and I was informed that I would receive my check in the mail. I waited a month before calling and was told that the person who sold her the car no longer worked there and they didnt receive the proper documentation to mail me out my check. After all attempts to receive my check failed I let it go. On March 23, 2024 my mother (***************************) needed a car so I called the man who sold me my car (*****************************) and asked if they were still doing the refer a friend $200 promotion. He said yes and my mother and I went there and got her a 2023 jeep renegade. This time I knew I had to fill out paperwork (W-9 form) so I asked about it and made sure filled it out. *** called numerous times about this issue. I spoke with managers, the finance department, the man who sold us our cars, and I even went up there and spoke with a manager he told me their systems were down so he took my information and ensured me that he would call me back. Nobody has called me or even seems willing to help it has been months. I am extremely frustrated.

  

  Business response

  07/08/2024

  The client has received their bird-dog check. Thank you 

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have attempted to have my existing ********************** attached reinstalled or cancelled/refunded (attached) at *** Howard CDJR [bobhowardcjd.com] in ******, ******** from ************************* (F/I Director) via in-person and email several times. ****** has chosen to ignore and/or disregard my requests to either reinstall the Lojack device in my new/replacement vehicle or refund/cancel my existing subscription. He has many several falso promises to reach out to the Spireon ****************** and would return my calls/etc but nothing has ever been completed. At this point in time, I have not heard from anyone (*** Howard nor Spireon) and customer service will not give me the *** name or ************** to go down in order to resolve my issue. My ask is for SOMEONE at *** Howard CDJR/Sprieon/Solera to HELP YOUR CUSTOMER retain and/or cancel the service ASAP. Currently, I am paying for a service that I DO NOT use and NOONE will reinstall.

  

  Business response

  04/05/2024

  ******************** visited our store on Saturday, March 30th to explain that he had sold his vehicle and wished to have the Lojack transferred to the new owner.  This was the first and only contact made regarding the issue and I explained to him that the product was non-transferable.  He was not aware this was the case so I offered to reach out to our Lojack rep to explore options and would reach out to him with the results but that due to it being a Saturday, it would likely be Monday before I would be able to speak with our rep.  ******************** was happy with that option and provided me with a copy of his Lojack policy.  As agreed, I reached out to our rep on Monday who agreed to look into alternate solutions for ********************.  As of Friday, April 5th the issue has been escalated to a supervisor and is pending final approval.

  Customer response

  04/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I have left voicemails and made several calls to ****************, including notification to *********************, via receptionist or assistant. There have been zero attempts of communication to inform me of the status provided (first time to hear back in any way) in response provided by *** Howard.  All of my contact info was/is provided last week and listed on the contract. At this time, there has been no resolution determined, which accurately corroborates *** Howards reply/response to the BBB case. 

  Sincerely,
  
  ***************************

  

  Business response

  04/10/2024

  I have spoken to ******************** on more than one occasion regarding this issue.  Each conversation was informative as to what the process was and that we are asking ****** to make an exception on his behalf.  As of this morning ****** has agreed to install a new device in his current vehicle at no cost to ********************.  I called ******************** and informed him of the resolution and he is scheduled for service on Monday, April 15th.

  Customer response

  04/11/2024

  
  Complaint: ********
  
  I am rejecting this response because: *********************** contacted me the past week to give me updates with the Spireon/Lojack Dealer Rep.  He informed me that the Lojack approved a new device installation free of charge.  I scheduled an appointed for the next day to have the Lojack installed on April 11th with ******.  Per instruction from ******, i arrived at the ***************** for the schedule appointment per *************************.  To my dismay, the service department has NO record of my appointment and ***** was Out of Office today (April 11).  *** service advisor then went to sales to seek the appropriate advisors that would have this information to no resolution.  At this point, I have wasted so much time and energy on this simple issues to have this as the final outcome, I DO NOT wish to pursue a replacement device/service from Lojack/Spireon, i wish to receive the remaining services refund effective time of notification to *****/*** Howard on March 29, 2024.  

  
  Truly wish ************************* and *** Howard the best, but this is the end of my failed attempt to truly work with *** Howard and Spireon/Lojack to ensure this issue was appropriately resolved.  Thank you to those who worked hard to have an ideal result.
  
  Sincerely,
  
  ***************************

  

  Business response

  04/17/2024

  ****** agreed to give ******************** a new LoJack device and subscription at no cost to him in order to resolve the issue.  He has already had the device installed and the new subscription activated.  A LoJack representative contacted ******************** on Tuesday, April 16th and acknowledged the transaction.  

  Customer response

  04/17/2024

  
  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.  Thank you to **************** for making this happen. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Last November, of 2023, my brother bought me a *****6 from *** Howard. Seeing that it had high miles on it he also bought a warranty that was about $2,000. On the way home from there the engine light came on. After I got home I called them and they said to bring it in later that week to look at it. So I did. I don't remember what it was wrong, something to do with the engine. I brought it in they fixed part of it, and didn't have the other part. So I had to wait until they got the other part. When they did, I came back in to get it fixed. The next day the car started to heat up and kept losing the coolant. I contacted them, and they told me they don't honor the warranty anymore. They told me to go to their ***** dealer. So I did, they looked at it and it was a thermometer problem, and it wasn't under warranty. Then we started smelling gas fumes coming into the car. They said that will not be under warranty, and that they don't honor it anyway.

  

  Business response

  02/21/2024

  The vehicle in question was purchased on November 14th of 2023 with mileage of 228,219.  The customer was offered a power train *** that fully disclosed covered components, which the customer agreed to purchase.  Shortly afterward the vehicle experienced an issue causing the "check engine" light to display.  We ordered the necessary part to repair the issue, and did so at our expense, which turned out to be the *** valve.  With each visit to our repair center, we compensated the customer by filling up the gas tank due to the inconvenience of making 2 trips.  Once the repair was complete the customer left with the vehicle and there are no records of any subsequent visits or phone calls referring to any further problems.  
  
  We do not have a ***** dealership, and any information obtained from employees of the nearest ***** dealer regarding the *** was likely inaccurate as the *** is active and will cover stated components.

  Customer response

  02/22/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I called them and the woman that answered said that they don't service Mazdas there. I told her about my warranty and she said they can help me anymore. I told her about what was said on here with BBB and she said they can't help me and hung up. 

  Sincerely,
  
  ***********************************

  

  Business response

  02/22/2024

  Please reread our last response. We will repair any items not covered by the warranty at the clients expense, or they may contact the local ***** dealer. The warranty coverage isn't fully inclusive, there are items that are not covered. Be sure to review your policy for covered items. 

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My vehicle was serviced back in October of 2022. I have the approval email as well as receipts for the work done on the wiring harness and ECM. There was no mention of a bad camshaft sensor at that point. Check engine light comes back on. I decide to take it to another mechanic due to the awful service I received at BH. This mech lets me know that the Camshaft Sensor needs replacing and that the wiring harness looked like it had been taken apart and cobbled back together poorly. I have him replace the sensor, but the check engine light comes back on right after. After further diagnostics, the mechanic says the **** which was JUST replaced by BH not three months prior was fried and needed to be replaced. They never mentioned anything that would require an engine replacement. This mech was unable to replace the **** so we towed it to a AAA shop, who went through their own diagnostics and once again made no mention engine replacement, only that the *** needed replacing. At this point, weve exhausted our options and are forced to have it towed back to BH.Timeline:Aug 5 - Vehicle is towed to BH Aug 8 - We are told there are suspension issues, camshaft sensor needs replacing, bad *** Aug 10 - We are told BH tested the *** & that it's just the sensor, not *** Aug 16 - We are told the sensor is getting installed and that we will receive an update on suspension; looked like we might get the car back by the weekend Aug 18 - We are told that it WAS in fact the *** not the sensor. We are told the new *** was ordered on 8/17 Aug 21 - We request an ETA on part arrival and are met with silence Aug 23 - We receive an ETA of 9/25 due to the *** strike Dec 1 - The *** arrives 4 months later Dec 6 - *********** estimate req. a full eng. rebuild for 12k. Request explanation I request that everything be in writing from here on out. Met w/ circumlocution. This entire conversation can be viewed in the supporting documents below.Have not signed or approved anything at this point.

  

  Business response

  12/13/2023

  Thank you for reaching out. After reviewing the compliant we would like to waive the $2190.78 that is owed to us, that was approved initially. We would also like to tow the vehicle to the shop of your choosing free of charge. We have asked to meet in person and review all the information we have and at this time that has been refused. We do not plan on making any more repairs to the vehicle at this time since we are not able to come to an agreement based on our diagnosis for a repair. Please let us know where you would like to have the vehicle delivered to so we can arrange that for you. 
  

  Customer response

  12/14/2023

   
  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. 
  

  Please have the vehicle towed to the ************************************ at **************************************************

  Sincerely,
  
  *********************

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/17/23 my car was released to me by the referenced business for a engine code P2002, this code correlates with a faulty diesel particulate filter (***). I was charged $689.50 for the check and no work was completed they only cleared the code. 2 days following the engine light came on and it was confirmed by a separate dealership that the same code (P2002) and that the *** was never changed. In addition, this part is covered under an emissions warranty and should've been free for both parts and labor, as confirmed by the other dealership's service area.

  

  Business response

  11/06/2023

  Thank you for reaching out.

   

  Please see the attached communication directly from Steallantis and MOPAR. That particular sensor was/is not covered under warranty or a service contract, so no refund is due at this time. We would be happy to relook at your vehicle for you if you are still having issues and provide you a loaner to use while we look at it. Please let us know when you get a chance.

  Thanks,

  Customer response

  12/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  Please consider this email my response to the their rebuttal. You will see attached an invoice from a different dealership (****** Chrysler ***), indicating the repairs were in fact covered under the warranty and there was no charge associated with fixing the same issue and same engine code.

  I will note that there was a delay between my interaction with *** Howard dealership, and ******, and this was due to the part not being available because of a UAW strike that lasted for the last couple of months.

  
  Nevertheless, the repair was handled by ******, free of charge when they received the part.

  
  Sincerely,
  
  ***************************

  

  Business response

  12/07/2023

  These are two different repairs. We replaced the particulate matter sensor which is only covered under 3year/****** miles offered by the manufactures warranty. The vehicle was out of the 3/36 at the time of that particular repair. ****** replaced a convertor which is covered under 8year/80,000 mile emissions warranty by the manufacture. We also called ****** and verified, and they verified that only the repair was done that was in regard to the convertor not that particulate matter sensor. 

   

  Two completely different repairs of which one is covered under the omissions warranty and the other would be covered under the 3 year ****** mile warranty but was out of time and miles at time of that particular repair. 

  Customer response

  12/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Information obtained from ****** runs contrary to this latest response.

  Staff told me that the engine code was the same and therefore the repairs that they made were in fact existing with the vehicle and not handled properly the first time. The vehicle was taken to ****** and sat on their lot waiting for the *** and was not driven for the better part of the time that it left *** Howard. Attached is the previous invoice from the visit to ****** immediately after *** Howard. 

  I do not believe *** Howard acted in good faith with their initial "repair", and "fixed" only what they could charge for and not what was covered under the warranty. 

  
  
  Sincerely,
  
  ***************************

  

  Business response

  12/11/2023

  As we have spoken to you about, they are two different parts and are covered under two different warranties. I apologize that it is possible we might have overlooked something based on your findings from 4 months ago until your most recent repair. We did follow the process that is stated by ********** when it comes to warranty work and repairs. We are not able to overturn or not follow the processes they have in place.  

  Customer response

  12/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  The repair was not "overlooked 4 months ago".The repair was overlooked within a 3-day time frame and a different dealership determined that what was handled by *** Howard was not the issue. As stated, the vehicle was not driven until after ****** made the determination that the *** was in fact the problem. The 4 month delay is only due to the scarcity of the part due to a UAW strike as was pointed out in my initial complaint.

   

  
  Sincerely,
  
  ***************************

• Initial Complaint

  10/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a truck on august 31st, I live out of state, so they delivered it to a " sister" dealership in *****. i am owed money from the transaction that i have been chasing for almost 8 weeks now. the salesman consistently ghosts or just doesn't answer. anytime i can actually get ahold of him its " let me check on that" then i don't hear anything for days, when i ask again i get no reply or anything. this is money that is owed and was agreed on paying me that i have in writing. ******************************* has been no help with getting this resolved, last week i finally had enough and told him that i was going to file a BBB complaint if i couldn't get some sort of tracking number on my check. he said he would get me one Monday 10/23/23, I told him I'm not going to keep chasing down money if he doesn't update me with a tracking number, I'm filing a complaint his response " sounds good ****** very sarcastically. well to no surprise i have yet to hear from him or anyone from the dealership with any information about where my check is. BUYER BEWARE sign nothing until that dealership gives everything, they say they are supposed to. i can't believe it may get to the point to where i have to take legal action. I have been reaching out weekly since I signed the papers back in August, beyond unprofessional. I honestly don't know how a dealer can stay open running a business like this.

  

  Business response

  10/25/2023

  Mr. ****** was dealing with ******************************* who is no longer associated with our dealer group which is why he did not respond as of 10/23.  Upon speaking to Mr. ****** it was explained that ******************************* agreed to reimburse the customer for filling the DEF (Diesel Exhaust Fluid) on the unit he purchased.  The customer is sending copies of the receipt to me so that I can send the reimbursement check and honor the agreement.

  Customer response

  10/26/2023

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In March of 2023 I took my Ram Promaster City into Bob Howard CJDR for an oil consumption test which is a recall by ***. I went through the test and they told me the car failed the test and I would be getting a new engine. They said they would need to get the parts in and they would call me to bring in my car. A few weeks later I called them and they said I would need to do the test again. So I did the test again and again the car failed. They said let us get the parts in and we will call you. I called them a few weeks later and they kept putting me off. So finally after several calls to them, they said bring in the car. The job was supposed to take 2 days. I started calling them after about 5 days and got all kinds of excuses why it was not ready. The service manager told me about 5 times they were on a test drive with it and he would call me back. Through this whole process the service manager probably has called me about 3 times out of the 100 times he said he would call. When I got the car back 8 days later I checked the odometer and it had been driven 1 mile. They had no paperwork on the repairs and they still have none although they have promised it time and time again. At the **** mile after supposed engine replacement test on the oil, again the car failed. They had kept my car for 8 days and did nothing to it and have been lying about it ever since. I have gone to other Ram dealers and they said that on the computer for the recall it shows that I started the original oil consumption test but never followed up after that. All I get is lies and broken promises. When I first bought my car there, in the deal they were to fix the noise in the front when going over a bump. I took my car in 4 time before they actually fixed it. They let it sit there and did nothing then gave it back to me the next day. I have more but ran out of allotted space here. I would like to take my car elsewhere for fix but I am not sure if they told *** about replacement.

  

  Business response

  10/24/2023

  Per the recall we have to mark the dipstick and do an oil change on it. Then the customer has to come back in exactly ********* miles, ** less no more. If the oil has gone down it means the engine is burning oil and we have to get preauthorization from Digital imaging from Stellantis to put a motor in it. ******** went over on their mileage when they came back. We had to restart the recall over again per Stellantis. ******** went over the second time and thats when ***** (our service advisor) started the process to restart the w80 recall. We had to mark the dipstick and do an oil change and have customer come in between ********* miles. ******** came back again so we can check the dipstick and it did fail so we got all the information we needed to submit the case. ***** has submitted the information over to digital imaging to digital imaging, we are waiting on them to give us preauthorization to order the motor. Which due to the strike it does take time for us to hear back from Stellantis on the digital imaging. 
  
  Then it will depend on how long it takes to get the motor in due to the parts PDC staffing issue in ****** from Stellantis due to the strike. 

  Customer response

  10/26/2023

  
  Complaint: ********
  
  I am rejecting this response because: Do NOT blame this on me.  I did everything by the letter.  Everything you all asked me to do.  I never went over on the mileage checks!  I left my car there for 8 days to have the engine replaced!  I have a document 'made up' by Service Manager ***** that says the long block was replaced. How do you explain that?!  But we all know it was not replaced.   Service Manager ***** has lied to me every single time I have talked to him.  He is trying to cover up everything now.   I have no confidence in anything you all say.  This will be the third time you all have told me you have ordered the motor.  And you have told me once that it has been replaced. ************* said you all uploaded the picture of the oil stick on October 20th, the day I opened this complaint.  That picture was from when I came back after the 'engine replacement' for the retest.  Which it failed again of course, because there was no replacement.   I would rather go to another Ram dealer and start all over but customer care said I can not if the motor has actually been ordered.  They said that you could provide me with an order number that I can call them back with to see if it has actually been ordered.  If you haven't ordered it, don't.  I have been through enough with you.  Please let me know what my next steps will be.  1. you have already ordered it and here is the order number, or 2. you have not ordered it and I can go to another dealer. 

  I have attached the Invoice that shows your lies about the long block being replaced.
   
  Frustrated beyond belief, 
  
  ***********************

  

  Business response

  10/27/2023

  We were not placing blame on your part at all, I do apologize if that was how it was implied. We were letting you know that the second test had to be done based on the recall stipulations and we have done that for you. Having the test done a second time made it take longer than normal. The good news is that we did get approval from Stellantis and their digital imaging team that this did qualify for the recall, and they are sending us a new motor directly from the supplier to replace your current motor since it failed the oil consumption test. Once the motor is in, we will get this taken care of for you and also provide you a loaner vehicle to drive while we get the repair done. 

  Customer response

  10/30/2023

  
  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. I guess they are not going to address the lies they told me that they already replaced the motor. Why would a company do this. I have been fighting with them for over a year now. Thank you BBB. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to *** Howard Dodge on 9/18/23 to have an arm rest switched out on the drivers side that I bought from the parts shop at *** Howard on 9/15/23. I showed up and went to the jeep side as instructed by ***********************. I actually got there about 8:45am and my car sat in the garage 15minutes before taking it back I was there approximately ********************************************* and said my car was ready. ****** told me that it would be $430 to put the arm rest on, I told him thats crazy, it wont take that long, he said 1 1/2 hours, I told him no way, anyway he said I would give you a $50 discount and I told him thanks but it still wont take that long. When I went to check out my total bill is $422.36 and I told the girl no way Im not paying that, I talked to ****** and his response was and I quote, dont you know youre at a dealership and I said I didnt care thats not right and he showed me on the computer the quote and I said I wanted to talk to that guy that quoted that and ****** told me that by the time he showed me the quote the guy was almost done putting the armrest on and I said what if I didnt want you to do it, what then? They would have kept my car until I paid the bill. I want half that money back $222. They quoted me 1 1/2 hours and shop supplies, per invoice and I brought in everything they needed, according to the time stamped on this invoice its not 1 1/2 hours it took and my car sat in the garage for 15 minutes before taking it back, so again I was there for 45 minutes approximately. Its wrong to take someones money when you didnt do the job quoted then the invoice should have been adjusted before paying and it wasnt but I did question it and nothing was done and they werent giving me my car until I paid the bill so now here we are.

  

  Business response

  09/27/2023

  We will issue you a check back for the $222 as requested. I do apologize that you had an issue with our service department.

   

  Thanks,

   

  Customer response

  09/28/2023

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My fiance and I traded our 2007 Dodge Grand Caravan for a 2017 Dodge Grand Caravan on May 6th 2023. We were assured that the vehicle had been thoroughly inspected through their many-point inspection. On July 20th 2023 the vehicle suddenly lost acceleration and once shut off, would not turn back on. During purchase we were told there was no warranty. On July 22nd my fiance called the dealership and spoke to *****, who told him that we have a two-year warranty and to have the vehicle towed to the dealership. We had the vehicle towed to the dealership on July 22nd. I received a text on July 24th stating that my point-of-contact would be ******. I spoke with ******, who told me the process for the claim, they would tear-down the vehicle, an inspector would come, and it would go to the claims department. He told me that it appeared the flex-plate had broken, damaging the engine beyond repair and we would need a new engine. The dealership had to have our prior approval to do the tear-down, ****** assured me this would be covered by our warranty if the claim was accepted, also stating that we had a "very good power-train warranty" and he didn't see any issues with it being approved. I spoke with the warranty company on August 7th and was told that the flex-plate was not a covered part, they could do nothing. I immediately called ******, who stated he was out of the office that day and would pass the information to his manager the following morning as they had a meeting scheduled and they would get back with me. They failed to update me that day even though I sent ****** a text at ~1:00pm. I called on the 9th of August and ****** asked me to bear with him, he had passed the information to the manager, who now supposedly had a meeting on August 10th at "8 or 9 am". I have missed 13 days of work and am struggling to get my kids to school now. We were not offered a loaner vehicle at all. The flex-plate was obviously already damaged when they sold us the vehicle.

  

  Business response

  08/16/2023

  We are working with the service contract company on a resolution to your issue. When the service contract company asked us to tear it down so they could send an inspector out we did that, When the inspector came out to look, he stated that the flex plate was installed in correctly from a prior repair at a different dealership prior to being traded into our dealership. The Flex Plate being installed in correctly caused the issue. This is something that we are not able to see during our used car inspection. The flex plate can only be seen when you tear down the transmission and motor to get to it. We are talking with them to let them know this should have some sort of coverage since it was an issue that was done in correctly and we had no way of knowing that. ************** or *************************** will be in contact with you and keep you updated on the progress of your claim.

  Customer response

  08/16/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  This is the first I have been informed of the "incorrect installation". We still have not been offered a loaner vehicle. I have missed over two weeks of work now and have many upcoming appointments as well as needing to get my children to and from school daily.
  
  Sincerely,
  
  *********************

  

  Business response

  08/16/2023

  Our fixed operations director or service manager will be calling you to get you into a loaner while your vehicle is down waiting on the inspector with the issue on your claim. 

  Customer response

  08/17/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  We finally received a loaner vehicle today. I am not comfortable closing this case until the issue is resolved.
  Sincerely,
  
  *********************

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