ComplaintsforBig 'O' Dodge

• Initial Complaint

  09/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We have had occasion to deal with Big O Chrysler over the past few years. Their service department is very good, our advisor Don E****** was the best! However, things went south when I authorized them to put some expensive parts on my vehicle because this is what their chief mechanic told me that we needed. Unfortunately, it did not fix the car. When I called back a few days later I was advised that it would be 6-8 weeks before they could get me back in. I stated that I did not think that was fair but they said that was the way it works. I decided to escalate the situation and then at that point I spoke to, and was disrespected by their general manager, Mark C*******. Granted I was rather angry, but after speaking with him and having him talk down to me, I was very insulted. He stated that he was doing me a “favor” and would get me back in sooner to inspect my car. He also said that he did not want me coming in there and “making a scene” in their service area!! I don’t understand why ANY customer would be treated this way, ( but a side note, there are other negative reviews posted about this dealership’s GM) Because of the way I was treated , I decided not to do any further business with them. Disputed the charges on my bank card but the bank said they couldn’t back me because I authorized them to do the work and they did it ….. Mr. C******* also wrote to my Bank that I had called back their service department and said that my car was fine. That is not true…. I never called them back and told them any such thing. And I believe that this is the real reason that my dispute was denied. So i took my car elsewhere, spent another $700 on it and this time the problem was fixed. The other mechanic not only told me that I never needed the original parts from Big O, he also put it in writing! Since then, I have escalated the situation all the way up to the dealership’s owner/top management and they refuse to deal with my complaint. I want to get a full or partial refund.

  Business response

  09/06/2024

  .I've spoken with and responded in writing to Mr. *******. We did work that was needed and authorized by him on his vehicle. Initially it did take care of his issue, but when it returned and more assessment of repairs were needed he ultimately disputed the charge and did not bring the vehicle back to us to reassess. He was unhappy with his dealings with our Service Director who by his own admission stated that he didn't want Mr. ******* to "come up here and cause a scene"...this was said in response to Mr. ******* stating that he would in fact come up here and cause a scene. The situation was not handled well and the bank sided with us this time around. They do not do that lightly I can assure you. I believe we have done all we can here without just paying Mr. ******* to not give us bad reviews.

  Customer response

  09/06/2024

  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. 
  

  The reason why I reject this response To my complaint is because it is the exact same response that this business sent about my review.,
  
  Regards,
  
  ****** *******

  Business response

  09/10/2024

  Was the complaint and review not the same??  It showed to be exactly the same on my end. 

  Either way the facts are facts and we performed work to Mr. ******* car and replaced a part(s).  He paid for that work.  The end. There is no refund coming. 

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Thursday September 7th, I picked my car up from the dealership from getting a full brake service. Less than 72 hours later, on Sunday September 10th, the rear passenger tire suspension/control arm fell apart causing me to momentarily lose control. This caused my car to be deemed as totaled. Once being notified that the appraisal was complete, I contacted the service manager on September 21st to inform him that we would be sending someone out to investigate/inspect the car as that is where the car was towed with the expectation that they would look at it. That, of course, did not happen. I reached back out to the service manager on October 5th and left a voicemail, which I never received a call back. I started a case with **** on October 7th. I learned from my insurance company on October 31st that they have been in possession of my totaled car as of September 27th. Speaking with my insurance, they informed me that the dealership was not supposed to release the vehicle without my permission. This is avoidance and getting rid of evidence! We have our theories, but someone did something wrong and need to be held responsible. I have had to get a new car with a cap payment as that one was paid off. I am traumatized from the incident so much as now when I drive, my hands hurt from gripping the wheel so tight in fear of losing control again. I have ER bills that I can't afford to pay. This could have been fatal. It isn't right that I am literally having to pay for their negligence! They need to be held accountable before someone isn't as lucky and bless as I am and is seriously injured or worse.

  Business response

  12/19/2023

  The particulars of the customers accident are for the insurance company and the authorities to figure out.  Looking at the picture supplied by the customer of their damaged vehicle I would not come to the conclusion that anything other than a wreck resulting in physical damage took place. 

   

• Initial Complaint

  05/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a used truck from big o dodge. During the purchase we signed all paperwork they required us to. I just turned in a vehicle for being wrecked and was looking for a vehicle that wasn’t. We bought a certified vehicle thinking it wouldn’t of been in an accident. After detailing the truck today we found the truck has been in an accident. And found the *** *** does show a discrepancy. We did sign a *** *** paper but was never informed of the previous accident. Being my previous vehicles problems I assumed they was telling me the truth. They lied and never once showed me the *** *** a swindled me into signing and purchasing a previously wrecked truck.

  Business response

  05/15/2023

  Customer bought a Certified Preowned Vehicle.

  The Carfax report (which he signed during the process) showed that the vehicle was “sideswiped” but had “no damage”…

  Everything was handled properly and fully disclosed.  There is nothing wrong with the truck. There is nothing for us to do in this situation. This doesn’t even make sense and we have no intentions of doing anything.  The customer requests a “replacement” without any factual basis for us to take any further action.

• Initial Complaint

  04/26/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Spoke with Chris multiple times about our car first time i complained because was told that they would let us know about our car that was towed into the shop. Chris informed me that they could not do a diagnostic because the car would not start I informed him we didnt want diagnostic wanted to know if what theycould do with the car not starting and if they thought we just needed a new key he said he would call back he didnt call back he stated he would the next daycome to find out he was off next day. I called in spoke to another advisor he said let him talk to a tech he calledme back in 10 min and said its the wireless modular and it would be 1005.00 to fix. We sent a tow to get the car and they would not release it asking for a diagnostic fee. I informed them that we never authorized a diagnostic and was told by Chris and other rep that they couldnt even do diagnostic because the car wouldnt start. They did not do a diagnostic and they would not release the car until we paid that amount. We where lied to and took advantage of the rep Chris was disrepectful the manager was disrespectful and their customer service has been rude ever since our car got there. We informed them we will file complaints because they lied about what they performed and where rude and kept our car until we gave money for something that was never done or authorized.

  Business response

  04/26/2023

  Customer had the situation fully explained to them from the beginning.  You cannot expect to bring an older out of warranty vehicle in for service to find out why it doesn't work, and think that there would not be a charge to figure out the issue. 

  Dealership Personel explained that the first step would be to replace the wireless module and then recheck to see what/if anything else was needed.  They declined to begin the repair process and were only responsible for our standard diagnostic fee that pays the technician for their time spent finding out what we need to start the repair process. 

• Initial Complaint

  12/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my Dodge truck to have a leak in the sunroof repaired. I brought the truck home and the very next week we had rain and the sunroof leaked. I took it back they checked and said there is no leak. I asked for a refund because either they did not fix the leak or they charged me for a repair I did not need. The Service manager said no that is not how it works. I told him we wanted a refund to take it to ****** ** ***** because they will do a 48 hour leak test. He said what I was saying was not true because he used to work at ******. It is absolutley true. I have an appt December 26th . They only take them on Mondays because they keep the cars for several days. I do not appreciate being acused of lying or him talking negativley about a competitor. I want a refund because as I stated they did not fix the leak or they charged me for a repair I did not need.

  Business response

  12/12/2022

  The vehicle was brought in with a leak.  We tested it and found the problem which was that all four sunroof drains were fully clogged up.  The vehicle is a 2006 model with over 300,000 miles on the odometer.  

  We cleared all the drains and retested for a leak.  No leak was found and the customer picked up the vehicle.

  The customer came back the next week and said that there was still a leak.  We couldn't see evidence of a leak but we retested the vehicle and still found no current leak.

  It appears that the vehicle is not leaking and is therefore fixed.  My Service Manager offered to personally test it again if the customer wanted but they declined. 

  Customer response

  12/15/2022

  I do not accept  becausermy truck sunroof is still leaking and I still am out the money I paid to Big O. 

  Business response

  12/16/2022

  Ok, then bring it back in for us to check it out.  We have to confirm that it is leaking so we can fix it.  

  We cleared all the drains and tested it for leaks but we found none.

   

• Initial Complaint

  06/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my wife's van to Big O Dodge to be serviced. It would not start when you pushed the start button. They had it a little over 3 weeks. Changed the battery, and fixed a ground. Got it to crank. One of them drove it home to test it. But the next morning it wouldn't start again. So he had it towed back to the shop. Up until this point. I was ready to leave one of the best reviews they had ever had written. But this is when it changed. Well they ordered a new key fob and programmed PCM. They called me today, and said it was fixed. But I can only guess that this time. They got it to work just long enough to get some money out of us without actually driving it around. Because my wife, and I picked it up. We made it to the gas station, and it wouldn't start again. Right back to the original problem that I paid them $1,100 to fix. Because when they said it was fixed I trusted them. Won't make that mistake twice. Called the service department "Don", and after I told them I just paid them $1,100 and only made it to the gas station. He told me that if it wasn't under warranty all I could do was have it towed back to them. He didn't say "I'm sorry sir" , or "we'll take care of having it towed for you." I gave you $1,100 and didn't make it but 10 miles down the street. I shouldn't be having to worry about this after spending that kind of money. But I'll just have it towed to Mckinney. The whole reason I took it to Big O Dodge was because I was told I could trust them to take care of me. Well they killed that trust. I'll never take another car back. I already spoke to all of my family, and friends that have their cars serviced there as well. All 27 of them are going to Mckinney from now on as well. I also work at one of the biggest manufacturing plants in the entire state, and I can't wait to tell every single person there either. I think I'm going to talk to one of my buddies that works at WYFF about this as well. This is ridiculous. Left Jake O*** a voicemail as well.

  Business response

  06/15/2022

  I've been out of town so I haven't seen this until now, but since this was filed we have had the vehicle towed in and are replacing the PCM free of charge.  The part is slated to arrive July 5th I believe.  

  The customer stated that he would be retracting the complaint.  Sorry for the misunderstanding and inconvenience! 

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a jeep 2015 renegade in service that has been there since April 15 and my service advice is not returning my emails, voicemails or updating me with when my car may be worked on so I can get an idea of how long I’ll need to continue getting an Uber or rental car. I was sent an estimate of what my car would be and that is it. I even emailed the assistant manager and received nothing back. I sent an emails on 4/27. 4/28. 5/19. 5/14. I have left messages with the most recent being 5/21. Between the emails and voicemails I have not been told when my car will be service or what is going on. I understand Big O is a business and is busy and all I’m asking is an update because every day without a car I have to pay for Uber or get a rental car. At least if I know when it may be complete I could re work my schedule so I don’t have to drive out places as much.

  Business response

  05/23/2022

  It seems that we had a bit of a communication breakdown...Tyler, her service advisor, just spoke with her on the phone and we are moving forward with the repair.

  Please let me know if there is anything else you need from us. Thank you.

• Initial Complaint

  05/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  4-23-2022 my wife and I went to Big O Dodge to look at trucks. We went to the salesperson office. His name is “T”. He brought a 4 square example of the sales price. Down pmt. Trade in and estimated payments. No permission was given to fill out a credit application nor pull a credit report. We decline the sales price of the truck and left. “t” never gave me anything with truth in lending paperwork that day showing my score. Today I received a letter from Big O dodge saying I was declined a loan due to a credit score. Which I never gave them permission.

  Business response

  05/20/2022

  The letter states that "we cannot provide credit to you at this time, OR we cannot provide credit on the exact terms that you originally requested."  

  I will attach the worksheet that the customer signed giving us permission to access his credit, and will include the photocopy of his driver's license to prove it was him.

  Let me know if you need anything else.  Thank you.

  Customer response

  05/24/2022

  That is my signature. But my problem is that nothing was verbally said nor any paperwork given to me saying that they pulled my credit. They never reviewed rates. Not terms nor payments. That form is not a legal binding contract in any state. I’m asking for the removal of the inquiry from all 3 credit reporting agencies and my information cleared from their system 

  Business response

  05/25/2022

  You signed the form...the letter sent to you is a form letter that we have to send to everyone that goes through the process.  It's an open and shut case.  

  I don't really understand the purpose of your inquiry.  

  Customer response

  05/25/2022

  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. 
  
  Regards,
  
  **** *****

  please remove all my personal information from your systems at Big o Dodge and I request to have all inquires removed from the credit reporting agencies. Your salesperson did not review this with me, I know your response will be a he said she said. So please remove all my private info from big o dodge 

• Initial Complaint

  02/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  There was a CarFax run when I refinance my truck and BigO has been emailing me ever since. BigO has neglected to removed my email address and stop emailing me, after I have asked them to do so, at least 6 times.

  Business response

  02/24/2022

  This is the first time I've heard of it...I'm having his email removed from the system today.

  For future reference, any time that you don't want to receive emails from a certain entity you should scroll to the bottom of the email and click the "Unsubscribe" link.

  This will allow you to opt out of receiving further communications from that party. 

  Customer response

  02/24/2022

  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.

   Please be aware that I did not want to take this action. I asked multiple times that I not be emailed at this address and that I was not in search of a new vehicle. The request that Big O received somehow came from a CarFax that was run, while refinancing my truck. Others that had emailed me respected my wishes and I received no more emails from them. Josh K*** has continued to email multiple times, after multiple requests for him to stop and also utilized Scout P****** address to email me afterwards, as well.

  
  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. ↩