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:10/08/2024

  Type:Customer Service 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.

  I purchased a $52,000.00 2024 Jeep Grand Cherokee on 11/11/23. On 10/6/24 the vehicle started leaking a red fluid in the floorboard and smelled of burning antifreeze, this hot liquid also dripped on my foot. I contacted Spartanburg CJD through their website email. I was told someone would reach out to me. Nobody reached out to me in any manner. I called Spartanburg CJD on Monday, they refused to take my vehicle and sent it to another dealership. I requested a call from the General Manager from Spartanburg CJD and 23 hours later they still have not responded. This is extremely poor customer service. I purchased the vehicle from Spartanburg CJD and feel they should respond to my concerns. At this point I would like for Spartanburg CJD to purchase the vehicle back from me with no expense added to me.

  Business Response

  Date: 10/10/2024

  We strive to provide the best customer service possible.  My service advisor spoke with ** ******* on Monday and told her to bring the vehicle in so we could inspect and repair it.  She refused to drive it, therefore the service advisor told her that she could pay to have it towed to our facility or she could call Jeep roadside assistance. The service advisor gave her the roadside assistance number.  Jeep roadside assistance told her that it would have to be towed to the dealer closest to her house and that is the last we heard about the car.   I was out of town the first few days of this week and am out of the office due to a family emergency.  I have been checking my email and voicemail remotely throughout the week and have received no correspondence from ** *******.  These cars are man made therefore sometimes there are mechanical failures, but they do come with a factory warranty for instances like this.   I understand her frustration but we will not be buying a vehicle with 30,000 miles back for what she paid for it.  This vehicle does not fall into the South Carolina Lemon Law guidelines.   At this point she should just deal with the other dealership for the repair since they can also honor the factory warranty.  

   

  -General Manager

   

  Customer Answer

  Date: 10/10/2024

  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. 

  
  Spartanburg CJD is lying, the customer service person told me not to drive the vehicle because it was leaking fluid, she said it needed to be towed because it was leaking fluid. These people have not returned my calls with any reasonable explanation until today which is 4 days past the first complaint that I made to Spartanburg CJD concerning this 2024 Jeep Grand Cherokee purchased on 11/11/2023 and presently has 30,000 miles. I do not appreciate the lies Spartanburg CJD has decided to tell to try to get out of their responsibility for the vehicle they sold to me. The service department said do not drive the vehicle, then nobody respond to my messages for 3 days , then they had a salesman return my call who had no clue as to why I was calling. Today, 10/10/24 a lady named Amanda did call and try to be of some assistance  by providing a customer service number above their dealership. 
  
  
  Regards,
  
  ****** *******

  Business Response

  Date: 10/12/2024

  ** ******* should have had the vehicle towed here, we cannot do anything without having the vehicle in our service department.  ** ******* has been rude and disrespectful to everyone that has tried to assist her with this matter, she should have the vehicle towed to another Jeep dealership for the repair.

   

  Customer Answer

  Date: 10/15/2024

  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. 
  
  [To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]
  
  Regards,
  
  ****** *******

  I do not accept the statement from Spartanburg CJD. They do not stand behind their products. Their service department told me in order for my warranty to cover the vehicle it had to be towed to the nearest dealership. They never offered to pay for the vehicle to be towed their service department. The General Manager would not return my calls for assistance. Service Manager Sarah did confirm with me that she said it had to be towed to the nearest dealership or otherwise I would be responsible for the tow bill. Rachel from Spartanburg CJD laughed at my situation and hung up the phone on me. The people at Spartanburg CJD have been very disrespectful. I feel when I paid $52,000.00 for a new vehicle from that dealership they should stand behind their product. I was left with no vehicle for 8 days and lost work at $358.00 a day. Spartanburg CJD is the most negligent dealership I have ever purchased a vehicle from.

• Initial Complaint

  Date:09/12/2024

  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.

  Three months ago, I received a letter from Jeep stating that there was a recall about my clutch in my gym and I had to call the local dealership for them to fix it for free so I did call them over two months ago. I gave them my information my Jeep information and they said they were back up and they will call me within a month. It has been almost 3 months not only they have not call me but when I go, the woman who is in charge of the recalls is never available and and or they never answer the phone. I have left them at least five voice messages and today the woman hang up on me while I was trying to get the supervisor or office administrators/manager to talk to me about the fact , then they are not answering the phone and I am driving a jeep with an effective clutch and they are not doing their job

  Business Response

  Date: 09/12/2024

  We are more than happy to complete the open recall on your vehicle.  I couldn't find any record of you previously visiting our service department.  I tried searching by name and phone number and didn't have any luck.  Please provide the VIN number to your Jeep so I can verify that we have the parts needed (if any) to complete this recall. 

  Customer Answer

  Date: 09/12/2024

  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. 
  
  As stated in my complaint, I called over 2 months ago. They know I had never done business with them, because I purchased my Jeep in Columbia SC, where I lived at the time, and had done my maintenance with the original dealership until now, because I no longer live there, I live in Spartanburg SC. 
  I explained all if the above to the woman, who took my information, including the VIN number, and promised to call within a month and never did. 
  Knowing the history with this dealership as just stated before, I can not be satisfied until they complete the job, which includes first to call me, schedule it and complete the job. VIN ****************** This is the Second time I provide this information. They lost it.

  i need the BBB to be my witness, so I don't have to drive 3 more months on a defective Jeep, because they can't keep up with their job, and will not be satisfied until is completed, not before.

  
  Regards,
  
  ***** *****

  Business Response

  Date: 09/16/2024

  We can set the repair up for Tuesday Sept 24th, we need to keep the Jeep for 2 days as this recall takes 12-16 hours to complete.  Can you drop your car off at 8:15 am on the 24th?

  Customer Answer

  Date: 09/18/2024

  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. 
  I'm a *** working on ***, requiring extensive daily driving to and from patient's homes or facilities to provide care. 
  on 9/17/24 I attempted to call the dealership, to gather more information about the details and scheduling of the repairs, knowing that I have to drive between 60-120 miles daily, all over the upstate. I wanted to know if they provide or facilitate rentals, if there was any other day available, or scheduling flexibility. However, as before, the woman in charge of the recalls, wasn't available, the woman who answered the phone was unable to understand anything I said ( I think it was my Hispanic accent), they transferred me to no where. I tried to call 3 times more, hoping to speak with someone, and they hang up on me every time.
  Based on all of the above, I have ABSOLUTELY NO CONFIDENCE that this dealership is willing or able to help me with my safety concerns. I don't feel comfortable dealing with them, I don't trust them with my Jeep or my safety, they seem disorganized and neglectful, and rude and I no longer want to do business with them. 
  I will have to find a different Jeep dealership to fix the Jeep clutch Recall, to ensure my safety, the safety of my passengers and all fellow drivers while I'm on the road.

  if BBB can help me find another Jeep dealership, not too far from Spartanburg SC, I'll appreciate it. If not, I'll reach up to the one in Columbia SC, where I purchased my Jeep, to receive prompt and trusted care.
  I hope to receive a prompt answer. This safety violation has gone way too long without the proper assistance, not by my neglect or fault, but by the negligence of the dealership I reached up for assistance 3 months ago.

  thank you, and please help ASAP

  
  Regards,
  
  ***** *****

  Business Response

  Date: 09/19/2024

  I have tried to get this repair completed for the customer but that doesn't satisfy her even though she stated that she wants the repair completed.  At this time I feel like she should visit another Jeep dealership to get her recall taken care of.  I hope she finds a dealership that she is happy with.

   

  Customer Answer

  Date: 09/20/2024

  
  
  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. 
  As I stated before, I had called several times, they either not answer or hang up on me. Very unprofessional. I never want to do business with such disorganized and unprofessional dealership like this people.

  i will have to find someone else, further but honest and responsible, to take care of the Jeep clutch recall and my safety. Please notate how rude, disorganized and unprofessional this dealership is.

  
  Regards,
  
  ***** ***** 

• Initial Complaint

  Date:04/23/2024

  Type:Customer Service 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 Monday, 4/15/2023, my son and I went to Spartanburg Chrysler Dodge in order to purchase a pre-owned vehicle. We had seen a 2017 Jeep Grand Jerokee and thought it would be reliable transportation for us. Our 2016 Jeep had broken down for the last time and the only car we had to trade in was a 2007 Mustang Convertible. The car was in good working order - and only was driven 51,000 miles. We were hoping for a fair trade in value because i am a retired nurse living only on social security. Brad O**** decided that the car was only worth $1,000 “because of its condition” and he would have to take it to auction be able to sell it. The car had a new convertible top and tires. The interior cloth seats had no rips or tears. Mr.Owens would not budge on his offer which would make the payments unaffordable for me. We left the dealership without a car. Our original sales associate and another manager made it possible for me yo buy the car by offering us $2,100 trade in and i was able to borrow $1,000 from a family member. However, i amconcerned that there might be a scam going on between Mr Owens and a person who goes by the name *** ******* ******* It seems like they are offering very low trade ins and possibly buying the vehicles without involving the Dealership. My car was listed on ******** *********** the very next day - seller ** ******  - selling price $9,800. Car was listed in good condition. I know i was scammed out of that car. Mr Owens did not take my car to auction. I believe the he and ** ****** are scamming customers and selling the cars thru ***********.if that is the case, they both stand to make several thousand dollars on each car that they claim to sell at auction but sell on marketplace instead. The Kelley Blue book value if my car is $6,000. I think i was scammed out of several thousand. I have noticed when reading reviews, other folks were given the “auction” story also.

  Business Response

  Date: 04/29/2024

  To Whom It May Concern,
  On 04/15/2024  ******* ******** and a gentleman who was accompanying her came in to Spartanburg CDJR to purchase a 2017 Jeep Grand Cherokee. They had a trade-in which was a 2007 Ford Mustang convertible. After completing a thorough trade evaluation and seeing that the doors of the mustang’s paint were completely faded and the vehicle needed to be completely painted in order for the paint to be uniform we offered them $1,000.00 as a trade value. They were offended and became verbally aggressive. Our sales manager Brad went out to speak to them and they kept saying over and over that it was an insult to offer them that amount.  When asked about why it was insulting and where they were getting their evaluations from, they became even more aggressive. In an attempt to deescalate the situation, Brad offered to give them $2,000 for the Mustang, in order to make her happy. Still insulted, they demanded their keys. Brad recommended that they go to another dealership to see what they would offer for the vehicle.  Brad went back to work to try and get them the best deal possible with the bank he was working an approval with. Once he got it, he then had Antonio, the salesperson, call them back with that information. At some point **** ******** must have either had the Mustang appraised elsewhere or realized that the evaluation from us was fair because she came back in to finish up the deal. As far as the assertion that something illegal or scam worthy is going on, those are serious allegations and they are denied. The very fact that **** ******** has signed documentation from Spartanburg CDJR stating that the dealership purchased the mustang from her is enough. Jon G***** is a salesperson here at Spartanburg CDJR and posts new trade-in vehicles on ******** *********** just like most of the other salespeople do. The statement made by **** ******** is borderline slanderous against both my salesperson and Brad the sales manager. If she felt as though she were not getting enough for the trade, she did not have to agree to the deal that was offered. However, she did agree and signed legal documents to that effect.   The price that Mr G***** posted online was if the dealership fixed over $4,000 worth of repairs and paintwork that it needed.   The Ford Mustang was sold to a local used car dealership as a wholesale vehicle because it needed too much work.

  Customer Answer

  Date: 05/07/2024

  I have read the response to you from Spartanburg Chrysler Dodge Ram. I find that the response is not quite factual and does not accurately reflect what happened when i went to the Dealership to purchase a 2017 Jeep Grand Cherokee. 

  First of all, our salesman Antonio G***** communicated to us that we would  only be given $1,000 as a trade-in on our 2007 mustang convertible - as i mentioned in my original claim. Since he was working under the guidance of Brad O**** my son asked to speak with Brad as to how he arrived at the low-ball price of $1,000. Brad did not come out to the sales floor in order deflect " my aggression" as stated in the response. He was the cause of my aggression. Brad did not offer me $2,000 nor did he make any attempt to help me be able to buy the jeep. Seeing that we were not making any progress toward a sale, we left the dealership. By the time we arrived back home, i had a voicemail from Antonio asking me to call him if j was still interested in the jeep because he was working with  another manager to enable us to purchase the jeep. It was then that i found out  the "other manager" would give us $2,000 on the trade-in.  It was not Brad as stated in the response from the  dealership.

  The nsxt day the Mustang was listed on 

  ********  *********** for sale with owner listed as Jon G***** - an employee of Spartanburg Dodge. If you look at the pictures and car listing, you can see that asking price is $9800 . You can also see the condition of the car is jot as Brad stated. 

  I large profit to be made on a car described by Brad O**** as in bad condition! I am still of the opinion that "sonething" is not quite aboveboard in the way Spartanburg Dodge does business or 

  Is it that some of the employees have a "side gig" - low/balling trade-ins. Buying the car from the dealership and then re-selling it themselves for a big profit. If that is not the case, then the mustang's listing should have been listed thru the dealership not Mr G******* *********** page

  I do think, that i wasn't given a fair deal. I would still like An apology  and monetary re-imbursement.

  Business Response

  Date: 05/13/2024

  On behalf of Spartanburg Chrysler Dodge Jeep Ram, we sincerely apologize that you feel like you should have gotten more for your trade.  If you look at ******** *********** you will find that half of the vehicles on there belong to a dealership and salespeople post them on there as a way to market cars and sell them thru the dealership.  We don't have any employees that are purchasing our trades and then selling them on ******** ***********.  If this happened the employees involved would be immediately terminated for conflict of interest.  We do apologize once again that you feel you should have received more for your trade.

   

   

• Initial Complaint

  Date:02/15/2024

  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.

  I have had my 2021 ******* in for service 3 times for the same issues since Summer of 2023. The first 2 times they told me nothing was wrong and they couldn't even smell the odor. (1 issue was a migraine inducing smell anytime the vehicle was running). The third time it was there(they had my vehicle for over 2 weeks with minimal communication about what was being done to it), they discovered there was a GAS LEAK and an OIL LEAK that were causing the smell. Serious issues that were overlooked twice before. I have issues with the brakes on this Durango. One of the break pads is seated incorrectly on the rotor. This is visible to the eye. David the service advisor has given me conflicting information regarding the fix of this problem. For almost 2 weeks now, we have been waiting on his call to let us know if the brake repair is going to be covered under warranty due to the fact that there is an obvious factory imperfection in the brake pad. This has caused our brakes to need to be replaced much sooner then reasonable. Today, he told me I need to call Customer Care myself to see if 'they'll do anything for you'. Why was this not told to me 2 weeks ago?? Why was I told they were handling it with a SRT Representative?? Meantime, we are driving a vehicle with a faulty break. Doesn't sound right? Additionally, there are creaking noises that have been in service for 3 times, as well. There seems to be multiple issues related to these noises. One thus far in the 3 visits has been addressed. I've called multiple times and tried to speak with the Service Manager, John. He has NEVER called me back. In his place he has service advisors call me back stating he is 'too busy to return my call'. That is horrible customer service. A manager should always make time for clients. And the rudeness in the reason is bad customer service, as well. I would like my ******* fixed and safe to drive for me and my family.

  Business Response

  Date: 02/21/2024

  I do have 2 service records showing that you came to our dealership, both for separate issues.  The fuel and gas leak were fixed.  Dodge doesn't warranty the brakes and rotors on vehicles past 12,000 miles.  My records indicate that you purchased the vehicle with around 15,000 miles on it in the summer of 2023.  The Durango needs brake pads and rotors, which isn't uncommon for a high performance SUV with rotors that cannot be resurfaced.  I can provide a 15% discount of the brake job bringing it down to $2960 plus tax.

  Customer Answer

  Date: 02/27/2024

  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. 
  

  Most importantly, they are being dishonest.  The vehicle was there and they stated they couldn't replicate the odor and that nothing was wrong with the vehicle.  IT was the second time we brought it back to them that they 'fixed' the vehcile finding both a GASOLINE LEAK and an OIL LEAK that were causing the odor.  So to me, that is a sign that this mechanics shop is not doing good work.  The odor was overpowering to say the least.  I called this company 2 weeks ago and talked to the service advisor David letting him know that the odor is still present, that the rattle coming from the back is NOT fixed, and that the speaker box they replaced was not working.  He told me that Andrea, I believe is her name, was going to call me back within 2 days and let me know when the vehicle can be brought back for completion of repairs needed AND we are given a rental car since they had the vehicle for over 2 weeks last time!!  I still haven't heard anything from the Spartanburg dealer.  Additionally, the odor is still present....telling the that they did not completely figure out the leaks.  

  I don't believe that people in the businesses should be able to lie and get away with it.  I can additionally say that that last phone call with David, he was very rude to me.  That too is unacceptable.  It takes no additonal effort to be nice and kind.  Being rude and disrespectful to people who are using your services, is also unacceptable.
  
  Regards,
  
  ****** ****

  Business Response

  Date: 03/04/2024

  We can get an appointment set up for the speaker and the fuel leak this week.  I will have a loaner car available on Wednesday.  We do not have anyone by the name of David that works in the service department.  It seems like you have lost faith in our service department.  We want to do everything we can to retain you as a customer, however these repairs can be taken care of at any Dodge dealership as this vehicle is under factory warranty if you choose to take your vehicle somewhere else.

   

• Initial Complaint

  Date:04/21/2023

  Type:Order 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.

  Feb 15,2017 signed documents for a 2016 challenger priced at 19637.00 putting down 2700.00 than the total went back up to 20,062.00. Feb 16,2023 someone put a fraud alert on my Experian credit report I did not request this so the only other place this could have came from was the dealership. Feb 17,2017 a credit application was signed by whom with inaccurate information with income and rent. SC states it does not require these things so who and why. March 18,2017 Apr reduce with me questioning why my pyts were higher than i negotiated with the salesman. I argued this for months. Apr 2017 1st pyt paid 549.24. From 2019-2020 was going to refinance with my credit union but SC was reporting closed. 2020-2022 Argued about this thinking it was due to the AGI settlement, but still trying to maintain pyts. Mar 29,2022 SC executive called about my tradelines being deleted due to a block notification from Experian (recorded call). June 6,2022 vehicle repossessed and sold for 16484.00 after fees totaling more than value the contract on Mar 18,2017. Mar 28,2023 rep stated that my tradelines were deleted back in April 2017. i responded what history due to the fact no payment was made yet.(recorded call).After all the complaints i had filed over the years it was not until Mar 29,2022 i was told why so I called Experian on a recorded call where they stated there was no block but on 2/16/2017 someone had put a fraud alert on my report. This was not done by me. so again no one besides the dealership was accessing my info, she also stated they don't remove tradelines unless i met the paid it off or the creditor put in a request or its been disputed to identity theft. which there was no reason for me to do on 2/16/2017 but someone did. Switched to a supervisor to see more of what was going on. she stated that SC chose not to report due to what they say was a block. this has all been fraudulent tactics and after a number a complaints SC saw the issue.

  Business Response

  Date: 04/25/2023

  At Spartanburg Chrysler Dodge Jeep Ram we strive to provide excellent customer service to everyone. ****** ******* did purchase a 2016 Dodge Challenger from the dealership in February of 2017.  Car dealerships cannot add a fraud alert on a customer's credit bureau.  The credit application along with all other documents were signed by Eureka Jackson, and all of the personal information provided on these documents were provided and verified by ****** *******.   ****** ******* also signed off on the payment of $549.24.  I cannot speak on why ********* Consumer(SC) wasn't reporting to her bureau or if that is even the case.  The dealership cannot provide a refund on a vehicle that was purchased here 6 years ago.  This vehicle should have been paid off in March of 2023.  ****** ******* needs to handle this with ********* Consumer(SC) because the dealership doesn't have any involvement in this matter.  W

  Customer Answer

  Date: 04/26/2023

  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,
  
  ****** *******

• Initial Complaint

  Date:11/15/2022

  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.

  I took my car to get serviced there and they diagnosed it as sway bar links, I paid to have that fixed the minute I drove off I could tell nothing was fixed so I turned around and went back. I had to wait several days before they could get a new mechanic to look at it. He couldn't find anything so I paid almost $500.00 for nothing. That problem remains today. Next, I had water coming into my floorboard this is about 2 weeks later I went there and they diagnosed it and I paid $350.00 to fix it. The next day it rains I have water all over my floor again. Now they are telling me those things needed to be fixed anyway. So I've spent $850.00 with my Veteran discount and still nothing has been repaired and they want to charge me more money to look at it again. Worst service ever.

  Business Response

  Date: 11/17/2022

  November 16, 2022
  
  To whom it may concern,
  

  This communication is in response to the complaint filed by ****** ***** against Spartanburg Chrysler Dodge Jeep Ram.  On September 20, 2022, Mr. ***** brought his 2011 Dodge Charger to our service department stating, “there is a clunking noise coming from the front end over bumps; I believe it is the sway bar bushings." Our technician verified the noise on a test drive and discovered that the sway bar links and bushings were excessively worn and noisy. The customer authorized the repair. The sway bar links fell apart when removed; that was the source of the noise described by Mr *****.  The repair was completed and the vehicle was road tested. The noise was gone.  The customer returned on September 28, 2022 and stated the noise was still there. We once again performed a diagnostic service (at no charge) and heard a noise; it was a different noise than we encountered on the first visit.  Contrary to the customer’s statement that we did ‘find’ something: the front struts and mounts noisy. This is not unusual for a vehicle that is 11 years old and has over 120,000 miles on it. The customer was given an estimate for this condition and declined the repair. He picked up his vehicle and wasn’t charged a diagnostic fee.  On November 04, 2022, Mr. ***** brought the Charger back in with the complaint of water collecting in the passenger side floorboard. This was verified and diagnosed as a leak at a body seam. Due to the nature of the repair, the repair was sublet to a mobile water leak specialist (The ***** ******). There is a warranty with all repairs made with The ***** ******.   If the vehicle is still collecting water, as the customer states, there’ll be no problem to get it rechecked and repaired.  The service manager can set up a time with Mr ***** to have this leak fixed.

  
  We do appreciate Mr. *****’s patronage and service to our country. We are offering a 25% discount on the front end repair. We can also arrange to have the leak repaired at no extra charge.
  

  Respectfully,

   

  Amit P****

  General Manager

  ***********************com

  (864*********

  Customer Answer

  Date: 11/17/2022

  Better Business Bureau:
  Contradictory to what the manager says as he was not around during this transaction the minute i got my vehicle back the same noise was still there, they made me wait to get another appointment to bring it back for the same reason i took it which was a clunking noise in the front end. Which they diagnosed and clearly said the sway bar links would fix it. For a vehicle that’s 11 years old surely they would have noticed that during the first inspection that the struts where bad since that’s a common problem according to the manger. They played it off as the sway bar links where bad and i requested to keep my old parts and they refused. Now if they fell apart this is part of the steering I don’t think i could have drove the vehicle there to begin with for service. They didn’t charge me for a another evaluation because they want to charge me 800 to replace the struts. Now for the water problem I did set up an appointment to have this looked at again by then. This not getting the problem fixed the first time is a common theme with this company sadly.

  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,
  
  ****** *****

  Business Response

  Date: 11/23/2022

  To Whom It May Concern:

  
  This communication is in response to the reply filed by ****** *****.  Contradictory to what Mr. ***** stated, I was very involved with this repair. I and our dispatcher function as quality control and I was the person that performed the quality control on this vehicle. The noise that it was brought in for was corrected. We didn’t ‘play it off’ as the customer stated. The current noise was not the original complaint, thus why it wasn’t recommended on the first visit.
  I’ve discussed, with our service advisor, the conversation between him and Mr. *****. The customer didn’t ask for the old part(s) to be returned; we always return old parts to our customers when they’re requested.
  Contrary to the customer’s statement, the links fell apart upon removal, not while they were on the vehicle; the Charger was drivable with this issue.  The sway bar links did need to be replaced, however so do the shocks.  We will still honor the 25% discount for these repairs.
  Respectfully,

  John W*****

  Service Director

  Customer Answer

  Date: 11/23/2022

  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,
  
  ****** *****

   I’m rejecting this simply because the manger is lying. I took it in because I had a nose in the front end. They said they fixed it. I didn’t get out of the parking lot before I realized nothing was fixed. I turned around and went back in however it was a few days later before they would see me again. They stated they needed a new mechanic to look at it. After going for a test drive the mechanic said I clearly still hear the noise. Contradictory to what the manager says, it’s the same problem. Long story short I’ve taken my vehicle to a new mechanic and it turns out my shock and struts are just fine. Thank goodness I didn’t pay them to fix another problem I didn’t have. I prayed ***** to fix the bushings on the sway bar links the dealership installed and would you know it my nose is finally gone. A $100 problem solved it all. So the 450 I paid them to fix the sway bar links that were falling apart wasn’t installed properly. I’m informed if a large piece of metal that controls the steering fell apart after removal then there’s no way it would of held up during normal driving conditions. I did ask for my old parts and they are using the excuse they fell apart. Well give me the fell apart parts then. They will refuse as usual. So I’ve fixed my car for 100 with a trustworthy mechanic. Shocker I didn’t need new struts are shocks! Thank you for your time, I pray you don’t treat other folks this way. I want be using your dealership any more. I did return my vehicle for the water problem and they did fix it this time. I was told it wasn’t done right the time. Well there’s another shocker right! At this point I could care less about a refund it’s the principal that horrible service was done many times now but just once. Also this complaint is in hopes you stop lying to customers and treat them with respect.