ComplaintsforJohn Sisson Motors

• Initial Complaint

  12/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 8/19/23, I acquired a new 2023 Mercedes-Benz CLA 45 AMG from the Mercedes-Benz dealership in Washington, Pennsylvania, for a total of $74,480, with a $17,000 cash down payment, financing the remainder through Mercedes-Benz Financial. Within 400 miles of ownership, while driving on the highway, the vehicle experienced a transmission malfunction, causing a complete power loss and reboot. Immediately, on 830, 2023, I took it to the Mercedes-Benz service department in Alexandria, VA. They suggested a potential software update from Mercedes-Benz Germany due to limited occurrences of this issue in the 2023 fiscal year vehicles. Upon retrieving the car after a day, I noticed aggressive shuttering upon stopping, an issue absent before the service visit. The dealership doubted me until a mechanic experienced the problem. but then found it. From 08/292023 to 10/10/23, the vehicle remained at Mercedes-Benz while they initiated contact with Mercedes-Benz International in Germany. Following extensive testing, corporate service associates recommended replacing the dual clutch, resulting in a zero ETA. Upon receiving the vehicle back on 10/10/23, a slight improvement in the issue was noted but dismissed as normal by the service department, which I found untrue. Subsequently, a check engine light illuminated, leading to the discovery of an unplugged evaporative emissions control system attributed to mechanic human error. While driving to Florida for work, the car stalled at a red light despite being an automatic. This led to another service visit in Clearwater, Florida, on October 30th, 2023. Despite numerous tests, the reason for the ongoing shuttering could not be pinpointed. Returning to Virginia, on December 12 at 4:00 PM, at speeds of 65 to 70 mph on the interstate, the transmission malfunction error reappeared. The Charlottesville Mercedes-Benz service department confirmed the error and scheduled a service appointment for January 5, 2024.

  Business response

  01/05/2024

  *** ** ********* ****** ********* ** **** ****** ******
  
  **** ********* *****

  
  I represent John Sisson Motors. I have received your letter regarding the submission that was made by ****** ********* about the purchase of his 2023 Mercedes-Benz CLA 45 AMG. Thank you for the opportunity to respond and attempt to resolve this matter.

  On August 19, 2023, *** ********* purchased a new 2023 Mercedes-Benz from our Mercedes-Benz of Washington dealership. It is my understanding from *** *********** account that he began experiencing issues with his vehicle, and brought his vehicle for servicing several times at Mercedes-Benz service departments in Alexandria, VA, Clearwater, FL, and Charlottesville, VA. None of these repair shops are associated with John Sisson Motors, John Sisson Motors has never performed any diagnosis or repair of *** *********** vehicle, and John Sisson Motors is not the manufacturer of the vehicle that *** ********* purchased. For these reasons, the Dealership denies any liability or wrongdoing in the present matter.

  While we do not believe that the Dealership has committed any wrongdoing, the Dealership cares about the satisfaction of its customers. We have attempted to stay in communication with Mercedes-Benz as they navigated the matter with *** ******** and his hired counsel. It is our understanding that Mercedes-Benz originally stated that the vehicle did not qualify for refund or replacement per a letter from Mercedes-Benz Aftersales Operations Manager Brian to *** *********** attorney dated November 17, 2023.
  

  However, on January 4, Mercedes-Benz Aftersales Operations Manager Brandon M***** *nformed us via email that the vehicle has now been approved for repurchase. We hope that this is a satisfactory resolution to the issues *** ********* has been facing since he purchased his Mercedes-Benz vehicle. We suggest *** ********* and his attorney continue to deal with Mercedes-Benz directly regarding the specific details of the repurchase. Should *** ********* or Mercedes-Benz need additional information or documentation from the Dealership regarding the sale of the vehicle, please have them contact our General Counsel ******** **** ** ************************ **** ** *** ** ******* ***** **** ***** ****** ** ******

  Please let us know if any additional action on the part of John Sisson Motors is required to resolve this matter.

• Initial Complaint

  11/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was never notified of the add-ons of the vehicle I purchased. Had me sign the paperwork on an inset desk computer that you couldn't read. They reached out to me but never called me when they were said to. The buyers sheet never mentioned these add ons!

  Business response

  11/15/2023

  Jim F********* spoke to this ***** ***** again on Monday, November 6th and John Sisson Motors is refunding the $699 for lojack which will leave ***** ***** satisfied with the overall experience. Jim F********* explained to ***** ***** that she signed off on everything even before going into finance on the purchase agreement and John Sisson Motors disclosed everything that ***** ***** was getting and not getting.  John Sisson Motors has attached the signed buyers order, purchase agreement, and ***** *****' contracts for lojack, etch, and resist all, all of which were signed. 

• Initial Complaint

  08/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of transaction: 7/29/23. Amount of money paid: $1,547.00 plus sales tax Business commited to provide 5 in 1 Combo Warranty Nature of dispute: Refusal to cancel this warranty. Cancellation requested within 5 days of purchase We tried to talk to Amanda K******, the finance manager who sold us the product, to cancel the warranty even though we called her just five days after the warranty was bought. Initially, speaking to her associate, and subsequently, after several hours of wait, talking to her, we were informed that the warranty was not cancellable, which came as a big surprise for us. This was not mentioned during the initial conversation. The day when the car was purchased, it was extremely stressful taxing situation, wherein, my husband who had negotiated all the pricing for the car, was watching our two little grandkids and I was involved in the payment part of it and trying to understand the new car. Since Amanda, the finance manager, said that this warranty cannot be purchased at a later date, even though I was hesitant initially to purchase this warranty, and my husband was not available, I purchased this warranty thinking that I would consult my husband and decide whether to keep the warranty or cancel it. During the conversation, she had not mentioned that this warranty was not cancellable once purchased We asked Amanda to discuss this matter with the general manager, Angela M********** and have her call us. We subsequently discussed this with the sales associate, Rudy Tatar, who sold us this car. He was very understanding and tried to get the general manager on the phone, but she was interviewing a prospective employee and promised to call us once the interview was completed. Since we did not receive a call either that day or the next day, we were frustrated and felt cheated. We could not understand why a warranty which was not used cannot be cancelled even though we called within a week. We want this warranty cancelled and money refunded

  Customer response

  08/08/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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 Angela Marcinizyn was apolegitic for the misunderstanding. She was very gracious and helpful. I have no more issues with the company and have purchased 3 cars in the last 12 years, will buy again in the future
  
  Regards,
  
  ******* *****

• Initial Complaint

  03/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Added coverages that were added that were explained to be a courtesy in the amount of $2600

  Business response

  03/24/2022

  I addressed the customers concerns and resolved the situation - Jim F*********  General Manager **********

• Initial Complaint

  03/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchaed a truck from this dealership on 2/25/22. with the impression that it would haul my trailer. The very next day i hooked up the trailer to the truck, and it turns out that the truck will not actually haul the trailer. The ONLY reason that i bought the truck was to be able to haul this trailer. I then texted my sales person and told her that the truck will not haul the trailer. Then i come to find that the dealership does not have a return policy. They tell me that i can trade the truck in on something else. I find that very odd that THEY can do that just a few days after i buy the truck from them, but every other dealer would need an owners card to do it. After looking over the paperwork more i come to find that the odometer reading on the truck does not match the paperwork. I have reached out to the dealership to try and resolve this issue but there has not yet been any talk of a resolution to the matter. I feel that i was lied to, and obviously the paperwork that i was given was incorrect. i would like the dealership to return the truck.

  Business response

  03/05/2022

  We would like to speak with you to help resolve your concerns. We would like to work with you towards a resolution. Please contact me at the dealership at ************* – Jim F********** General Manager.

  Customer response

  03/07/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  01/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 9/22/2021 I purchased my leased vehicle from John Sisson Nissan. A 2018 Nissan Rogue. At the time of purchase I purchased an extended warranty through the dealership at a cost of $2426. United States warranty corp Account# ********** ************** I canceled the policy the same day 9/22/2021. The warranty company canceled the policy and notified John Sisson Nissan 10/8/2021. The dealership refuses to send the $2426 to the lien holder West-Aircomm federal credit union. Account# ******** ** *as been over 4 months now. I have talked to the finance department on 5 different occasions trying to get the money credited. This is preventing me from selling my car without this money is credited. This should take minutes to rectify.

  Business response

  01/28/2022

  A refund has been provided to the customer.  Please contact us directly if you did not receive the refund, and we can work to re-process it.  We appreciate your business.

  Customer response

  02/03/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  11/17/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  10/31/2021 I started the purchase of a Nissan Rogue through nowcar.com (Miami Lakes Auto Mall). N****** told me the one I desired was not available so I could place an order for a new one, or take one that is in transit to a partner dealership. I agreed on an AWD and despite my prompt replies I was later informed this vehicle was sold. Then there was magically another AWD in transit *** ****************** I said I would take this one and filled out an authorization form to pay a 5% deposit. Nowcar.com passed my authorization on to John Sisson Nissan. After charging my credit card, a few days later I'm told the NMAC financing fell through because they couldn't verify my SSN and the deal is cancelled. I called John Sisson Nissan and they told me this vehicle had already been sold long before the deposit was processed and to take my refund up with N******* Now N****** won't respond to my emails. This whole thing seems like a scam to collect deposits on vehicles that aren't even available, in the hopes that one will become available so they can make a sale. I wasted 16 days on this mess, time I could've spent securing a deal with a reputable dealership. I want my deposit returned to my credit card immediately.

  Business response

  01/04/2022

  This was a situation where the customer's credit application was denied.  The dealership pulled the customer's credit for further review and contacted the financing company regarding the declination.  The financing company stated that they could not verify the customer's social security number, despite a copy of the physical social security card.  At that time, we declared the deal dead and refunded the customer's deposit.  The customer's credit was not pulled other than the last inquiry discussed herein.  The customer's claim that we sold the vehicle to someone else is not accurate.  The HOLD on the vehicle was for this customer, and this customer alone.  We are not clear about who the customer spoke with, but it was not the management team that work on the NOWCAR program.  We sincerely appreciate this customer's business and encourage the customer to contact us directly for more detailed information.

  Customer response

  01/04/2022

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  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. ↩