Complaints

This profile includes complaints for San Marcos Chrysler Dodge Jeep Ram's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  San Marcos Chrysler Dodge Jeep Ram

  2990 Interstate 35 Frontage Rd San Marcos, TX 78666

  
• 

  San Marcos Chrysler Dodge Jeep Ram

  PO Box 1549 San Marcos, TX 78667-1549

  
• 

  San Marcos Chrysler Dodge Jeep Ram

  2990 S Interstate 35 San Marcos, TX 78666-5931

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/28/2025

  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.

  April 12, 2025 date of purchase The business committed to provide Customer Protection. They are saying that I declined a warranty which already included with price given.The dealership advised that they were going to look into the situation and haven't replied.

  

  Business Response

  Date: 04/28/2025

  Good afternoon Mr. ******** I believe this complaint was sent a little premature. We have sent you your contract for the warranty 04/26/25 9:15am, please let me know if there is anything else we can do. 

  Thank you

• Initial Complaint

  Date:09/13/2024

  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.

  Dates, times of all issues are being attached in a file "Updated titled timeline letter". All other supporting documentation, pictures, and repair orders will be attached as well. We have had countless issues with the dodge dealership performing warranty repairs on my vehicle. Multiple mistakes were made on their end causing more issues and extended time for repairs. This process has impleaded my ability to work or use the vehicle for 58 days. Despite the extensive warranty work being done, and mistakes made by the mechanic, I was not assisted with a temporary vehicle like requested. I also requested a different mechanic numerous times as well in leu of all the mistakes just to be told that was not possible. I am still left with issues. We reached out to the director of service ******************** manager with no response.

  

  Business Response

  Date: 09/16/2024

  ****** *******,
  Thank you for giving us the opportunity to resolve this matter.The customer was experiencing significant engine issues, and upon our inspection, we determined that the engine required replacement. ********** mandates a complete engine teardown, with accompanying measurements and photos to be submitted for approval. We understand that this approval process can take several weeks or even months. After approval, the delivery of a motor assembly may also take several additional weeks. We acknowledge that this is a lengthy process, and unfortunately, ********** does not provide a rental vehicle under the current warranty guidelines.

  
  The customer has requested that we address the following concerns:

  
  Missing Hardware: The customer mentioned that some hardware may have been left off. We are more than willing to rectify any oversight. Please provide pictures and a description of what is missing, and we will ensure that the necessary hardware is sent to the customer.

  
  Scratches on the Boards: The customer expressed concerns about scratches on the boards. Upon review, these appear to be wear marks from normal use, rather than scratches. I have inspected several other sets, and the paint typically shows signs of wear in similar locations. I informed the customer that if we find a better set, we will provide it, but the ones we have seen so far are in worse condition. Locating a better set may take some time.

  
  Warranty on Mopar Parts: All Mopar replacement parts come with a warranty that can be serviced by any ********** dealer. The engine assembly we replaced is covered by a 12-month, unlimited mileage warranty.

  
  Front Drag Link Issues: The front drag link issues appear to be due to normal wear and tear, unrelated to the engine replacement. The customer had considerable wear on the front tires, which is typically a result of front-end issues. Since the engine replacement, the customer has already replaced the tires and had an alignment performed. San Marcos Dodge provided reimbursement as a goodwill gesture for the customers ongoing concerns. 

   

  Thank You,

   

  *******

   

   

  
  

  Customer Answer

  Date: 09/30/2024

  Complaint: 22281113
  
  I am rejecting this response because: 

  My vehicle was NOT experiencing any significant engine issues until your "tech" touched the vehicle. The vehicle was initially there for a recall on a high pressure fuel pump.  Your company then did an inspection that you claimed the vehicle "passed".  Your tech had told US that he thought the vehicle had another issue and asked us to return it so he could do more of an inspection.  Had I not brought it to your business, we wouldn't be in the position we are in now. 

  
  As for the missing hardware, you have not even tried to contact us on getting that replaced. The side steps (boards) on the vehicle were almost new. There would be little to no way of those being scratched up. These are an install I had done after the purchase of the vehicle and had no damage when I left the vehicle with your company. You have yet to attempt to contact us about replacing those with new ones as well. You never stated that you were going to try and get us a "better set", you stated it would be a new replacement. We have sent you multiple photos and emails for all of these, and are still awaiting a response.

  
  Again, prior to your tech working on the vehicle, there was not a front drag link issue. This is a very serious issue that you should not drive on, and could potentially cause an accident. The fact that you, yourself, told me that it was "OK" to drive, is absolute nonsense. 

  
  Your company told us that we needed an entirely new front end suspension that would have cost over $5500. We do have audio of you stating that it wasn't true and it was a mistake on the tech's part, but only after we took it in for a second opinion. Is this the reason you paid for our second opinion? As a "goodwill" or to make up for a lie? The reimbursement that you provided was ONLY for the alignment ($164) of the vehicle that the other mechanics did, nothing more.

  
  Your company has sent us home multiple times in an unsafe vehicle. We have lost an obscene amount of time and money trying to work this out, and have given you multiple opportunities to make it better. I truly think you are doing your company a disservice using a tech that has caused so many issues.
  
  
  Regards,
  
  ***** *****
  

  

  Business Response

  Date: 10/09/2024

  We wanted to take a moment to summarize the final options we have extended:
  A $500 credit for use in our ******************* which you have declined.
  We are willing to replace any missing parts if you provide us with a list of the components we serviced.
  While the step rails will not be fully replaced, we can offer replacements in better condition.
  Your warranty remains valid at any Dodge dealership nationwide.
  
  At San Marcos Dodge, we take great pride in our commitment to customer service.While there are times when things dont go as planned and mistakes happen, our goal is always to make things right. We have presented Mr. ******* with several options in an effort to resolve this matter, but have not been able to reach a satisfactory resolution. This will be our final effort to address this issue.
  Best regards,?San Marcos Dodge

  Customer Answer

  Date: 11/13/2024

  Complaint: 22281113
  
  I am rejecting this response because: 

  I have provided pictures and a list to the service department multiple times, and they have yet to make things right. I also never wanted credit from the service department for future work. Just wanted the work to be done right, and the problems fixed I was left with. I would not recommend that anyone take their vehicle there for repairs. The lack of professionalism and accountability certainly stems from the top. Here we are now almost a year since the Initial repairs started, and waiting for you to make it right. At what point will you remedy the situation you put me in?

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

  

  Business Response

  Date: 11/20/2024

   

  Morning,

   

  Thank you for the pictures for the missing fasteners. We have mailed them to Mr. ****** San Marcos Dodge strives for complete customer satisfaction and sometimes things just don't work out that way. This is one of those cases, we have offered solutions to the customer, and he has rejected them.  I believe all issues have been address in this case. Thank you for attempting to resolve this issue.

   

  *******

  Customer Answer

  Date: 12/06/2024

  Complaint: 22281113
  
  I am rejecting this response because:
  San Marcos Dodge has not yet sent the replacements for the missing hardware or damaged side steps.
  Regards,
  
  ***** *****

  

  Business Response

  Date: 12/13/2024

  Afternoon,

   

   Sorry, we did send them **** evidently, they are lost. I send another set **** and the tracking number is 1ZE504400196756453 and he should receive them Monday the 16th.

   

  Thanks,

   

  *******

  Customer Answer

  Date: 12/19/2024

  Complaint: 22281113
  
  I am rejecting this response because:

  I have only received part of what needed to be replaced. I still don't have the missing washers from when you removed my steps multiple times. Also, I want new running boards to replace the ones that were damaged after your team uninstalled them. The long scrapes on them removing the protective coating were not on the running boards when I dropped off the truck to be fixed. Parts on the truck were damaged by San Marcos Dodge employee's and need to be replaced to make things right. Why should the customer be left with issues to a vehicle that were caused by careless repair work?
  
  Regards,
  
  ***** *****

  

  Business Response

  Date: 01/09/2025

  Morning,

   

  We send overnight *** (tracking # Tx7879-75 to Mr. ***** with the washers he has requested. Thank you for helping with this customer complaint. 

   

  *******

   

   

  Customer Answer

  Date: 01/15/2025

  Complaint: 22281113
  
  I am rejecting this response because:

  The washers that were sent are not the replacements needed. It appears that some random washers were sent without regards to actually resolving the issue. What was sent isn't correct and will not work. I am also still waiting on the replacement running boards to fix the ones damaged by the mechanic when they were removed. I would appreciate this matter to be taken seriously and finally resolved. 
  
  Regards,
  
  ***** *****

  

  Business Response

  Date: 01/24/2025

  *****, with your running boards being aftermarket I send my best guess. I am thinking the only way to get the one you are needing is for you to stop by and let one of my guys get some that will work. Please just let me know when's a good time and I handled it.

   

  Thanks, 

  *******

  Customer Answer

  Date: 02/10/2025

  Complaint: 22281113
  
  I am rejecting this response because:

  I assumed you had the manufacturer information since you had to order parts for it already. The company that makes them is called AMP Research. You can go online and input all the basic information about my truck to get the list of what fits my vehicle. They sell replacement everything for my set-up making it convenient.   
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:04/30/2024

  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.

  San Marcos Chrysler Dodge Jeep Ram is in clear violation of the following sections of the law; 15USC 1635(a), 15USC 1611, 15USC1605(a), 15USC 1662(2), 15USC1605(c), which voids our retail installment agreement due to the actions taken and I hereby, revoke my signature on any agreement they may have on file as the original creditor in this transaction. The dealership failed to disclose before the retail installment agreement was initially signed that under Article 8 of the **** the vehicle or property obtained through this consumer credit transaction was paid for with the security (my social security number I extended via my finance application). The total cost of the vehicle or property obtained, shown in our agreement is $33,265 that I never received from the lender or financial institution *************** Furthermore, as shown in our agreement, a downpayment of $1,000 was required by the dealership towards this consumer credit transaction which violates sections: 15USC *********************** The finance charge does not include charges of a type payable in a comparable cash transaction. Insurance was also not included in the finance charge in this consumer credit transaction which is a violation of 15USC1605(a). I also never received my mandatory rescission disclosures I requested pursuant to 15USC1635. On (03/07/2024), I put the dealership on notice of rescission sent via certified mail and tendered the property to the lender ************** for 20 days. The financial institution failed to get the property during the rescission period (03/07/24 - (03/27/24), where it was made available to them at my home address ******************************************. Due to their failure to perform, this section states ownership of the vehicle (2018 ******************* C-Class 300) now vests in the hands of the obligor without any obligation to pay anymore payments to *************** I am demanding the title of this vehicle and included all notarized documents below.

  

  Business Response

  Date: 08/12/2024

  Thank you for your email, we appreciate you reaching out to us. After looking through our documents it appears everything was signed and compliant. For further issues please reach out to ************** they are the lienholder on the account.

  Thank you and have a blessed day!

• Initial Complaint

  Date:12/26/2023

  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.

  November 28 my new 2023 Jeep Gladiator randomly broke down on the side of the Highway. I had it towed to ***. Marcos Jeep where they have not helped. They have tried everything in their standard operating procedures to not warranty this lemon vehicle. They never gave me a replacement vehicle. They have given no solutions as I continue to state this is a warranty issue. It will be over 30 days soon and I believe Jeep sold me a lemon vehicle at this time. Management has continued to use scapegoat tactics as this is a brand new vehicle and shouldnt be in this condition. Please help me, I feel as a long term Jeep customer ********* they are not honoring the warranty and helping a disabled veteran.

  

  Business Response

  Date: 12/26/2023

  Good afternoon. ************* had his vehicle towed in 11/28/2023 with the complaint of a no start issue. After a initial diagnoses was completed the tech found the fuel was contaminated. The client said the gas station he had filled up at had no complaints so he made a claim with his vehicle insurance.  ************* took a fuel sample and sent it away for testing. The results were there is excess water in the fuel. The results are attached. Jeep's warranty will not cover damages caused by a outside influence in this case water in the fuel.  We are waiting for a response from the insurance company on there next steps for tear down.

  Customer Answer

  Date: 12/27/2023

  Complaint: 21052775
  
  I am rejecting this response because:
  Based on the evidence there must be manufacturing defects in one or more components that deal with fuel storage and usage parts or computer systems. 
  Also, the excess water is not enough to contaminate an entire full tank of gas to cause the many problems this Gladiator is having. Water would not make the spark plugs as dirty as they are. In fact it was explained by the independent lab that water is regularly found in gas tanks and this does not cause the problems we are experiencing. 
  Regards,
  
  ***********************

  

  Business Response

  Date: 01/25/2024

  Client's auto insurance took the claim to complete the work. Factory warranty covered would not cover damage due to an outside influence. The vehicle has been completed and we are now waiting on payment from the insurance. 

• Initial Complaint

  Date:12/01/2023

  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.

  Vehicle was towed to dealership on 10/27/23 for stalled vehicle. Had warranties but got denied now customer is holding vehicle from **, willing to pay diagnostic fee for return of vehicle.

  

  Business Response

  Date: 12/12/2023

  Good morning. The clients ticket was written up on 10/28/2023. The vehicle was towed in by the client for a no start issue. We submitted a claim to her extended warranty which they declined the repairs. The client was given a estimate and declined services. The vehicle was re assembled and the client had it towed off the dealership property on 12/08/2023. There was a delay on re assembly because the client was trying to trade in the vehicle to the dealership. Once that did not happen we had it re assembled and the client paid 0 dollars. Thanks 

• Initial Complaint

  Date:11/20/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Went to dealer on Nov 4 to purchase a vehicle. ****** gave us a deal that we agreed to. On Monday Nov 6, the dealer advised that the deal would go up in interest and in payment so we told them we had our financing. It has now been 2 weeks and we have not recieved paperwork. Told the dealer we were done with the hassle and want our truck back. Dealership refuses to give truck back unless we pay for the work they did before the truck was paid off and the deal was final.

  

  Business Response

  Date: 11/20/2023

  We're very sorry for your inconvenience, work was performed on your vehicle that you signed over to us. We will definitely help anyway we can, please give us a call. 

   

  Thank you 

  Customer Answer

  Date: 11/27/2023

  Complaint: 20889565
  
  I am rejecting this response because:

  The deal on the vehicle was not finalized, therefore the vehicle was still in my name and registered to me.  They threatened not to give the vehicle back and keep the vehicle locked up so i couldnt get to it.  When i finally did pick up the vehicle, my seat covers were gone, wiring was ripped out, and I did not get 2 of my keys back.  This takes value away from the vehicle and is a concern for me that someone else has keys to my vehicle.  

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

  

  Business Response

  Date: 11/27/2023

  I'm sorry for the inconvenience, when we have signed contracts on a deal and there is a trade we get it ready to sale for the auction or lot.  The trade went thru our make ready process and got rid of excess things in the vehicle. We returned your trade back to you, and voided contracts. Once again we're very sorry for the inconvenience 

  Thank you

  Customer Answer

  Date: 12/01/2023

  Complaint: 20889565
  
  I am rejecting this response because:

  If there were valid contracts, then I would've never returned the vehicle.  You guys did not honor the original contract, and then when i got my own financing, you dragged your feet on getting the paperwork to us.  As far as gettin stuff back that was in the vehicle, my steering wheel cover, some paperwork, and tow straps were all returned.  Apparently those don't count as unnecessary items but the seat covers and my spare keys do.  The seat covers aren't a big deal, but the keys are.  I don't like the fact that someone has keys to my vehicle and possibly my info. Not to mention i dont have a spare set now if i lose my keys or trade it in somewhere else.  I didnt think a dealership would be so ***** as to try and get revenge because they lost a sale. The biggest part of this whole thing is that your dealership has not been honest during any step of the process.   Your dealership proves just how greedy and selfish dealers are.  

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

• Initial Complaint

  Date:09/12/2023

  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 had been a long time customer of the dealership purchasing a total of three vehicles altogether. My second 2018 brand new dodge ram started having issues around ****** miles. ***** multiple times that it was in the mechanics possession they could never figure out what the issue was. ***** multiple times of trial and error at my expense, they finally were able to get a new transmission installed under my warranty. That unfortunately still did not fix the problem. Therefore, after them having my vehicle for over 8 months with no results, I decided to trade it in for an older model just so I can get back on the road again. I then purchased a 2016 used ram which day bragged about having added a lift kit in new wheels and tires as part of the deal. I was also told the workmanship of the lift kit and well install was covered under the installers warranty. However, the first day I picked it up, I noticed both fender guard coverings were not attached properly and started rubbing my tires on the highway. I brought it to my sales persons attention, they took the truck back in for another week, and returned it to me, with only one fender fixed. They then explained that we had agreed to fix the driver side and not the passenger side even after a manager saw that it was never installed correctly. His fix was to simply reattach the now busted fender guard, but refused to replace the now damaged part.I wanted so badly to have a local dealership that I could work with that could help me out when I had issues. This dealership is rotten to the core. No one from the sales, the service, or the management ever tried to go above and beyond considering my situation, and seemed to base every decision on whether or not, they can make a dollar rather than keep a customer. This dealership wouldnt know customer service if it spit them in the face.

  

  Business Response

  Date: 09/25/2023

  At the time of purchase The customer had requested we replace the drivers side fender liner. We ordered a fender liner for the drivers side and scheduled them to come back at a later date and installed it. Two weeks went by and the customer was wanting us to also replace the passenger side fender liner. I examined it and determined the issue could be fixed by simply re-securing the existing piece. I offered to order the necessary hardware to re-secure the liner and the customer was happy with that, until the following day. The next day he changed his mind and again wanted us to replace rather than repair. 

  Customer Answer

  Date: 10/08/2023

  Complaint: 20591399
  
  I am rejecting this response because:
  

  The point of failure in my situation is my sale **** ****** Upon my initial pick up of the vehicle, I had noted the damage to the driver side fender skirt and also how the passenger side was also rubbing and already showering signs of becoming damaged because it was missing multiple points of hardware attachments. I was then scheduled for that repair and as well as other items left over from the trade-in. At which point when I dropped off my truck again with *****, I reiterated the need for the new driver side skirt and as well as attaching the already rubbing passenger side. At which he replied that his work order only called for the driver side and he promoted me that he would have to get with management about the passenger side. It was during this two week period aforementioned that I had to wait for other items on my work order list (ultimately having to go back and fourth with ***** on the issue of my canoe rack being swapped across vehicles as he promised during my trade-in sale but he tried to back out on that promise as well). Upon finally picking up my truck with the rack swapped, and the new driver side skirt installed (with manger confirmation, was also missing installation hardware) that I noticed the passenger side had not been addressed. At this point, management was again brought in to me personally and this is when the proposal of trimming the already damaged skirts was proposed. I initially agreed but as soon as I left the dealership, both skirts, old and new, again rubbed the tires and became damaged/more damged. At which point I then told the dealership that I would agree if they would replace BOTH damaged skirts, and trim the new ones as he described versus trying to put a bandaid on the damaged skirts in place. 

  With even more time passed after the dealership refused to repair the vehicle to the correct manner, the driver side skirt failed even further, resulting me in having to remove the skirt in the middle of the highway. I them promptly took it to another dealership and had both skirt repaired, installed and trimmed correctly, resulting in no issues whatsoever. Total bill for new repair for Dealer Alternative: $513.09.

  Ultimately, my sales rep failed to properly communicate my requests to the proper chain of command in a timely manner. Whereas, if my issues would have been addressed in the initial stages, even if it was to trim the skirts and attach both sides correctly, it should have been done so before more damage was incurred. However, throughout my entire sales process with this vehicle, multiple promises were made for only corners to be cut instead. 

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

  

  Business Response

  Date: 11/14/2023

  We are sorry for the customer's rejection of the response.  In good faith, we repaired the driver's side wheel well and the tonneau cover was transferred from the trade-in vehicle to the new one per the discussions and negotiations leading up to the contractual signing.  At the time of sale, we told the customer the other fender well was hanging down and we would order the bolts to re-attach.  He was fine with that, but when he came back to get the new driver's side wheel installed, he wanted us to replace the wheel well.  We declined because that was not discussed during the negotiations.

  Customer Answer

  Date: 11/18/2023

  Complaint: 20591399
  
  I am rejecting this response because:
  

  The final statement was correct where I had originally agreed to simply have the missing bolts attached, but in the two weeks it took to get my truck back in to the dealership to have the said bolts attached, additional damage had incurred to the fender skirt, therefore I no longer wanted the now further damaged fender skirts, attached correctly. If the missing hardware, which you agreed was missing the day I picked up the vehicle, would have been addressed sooner then the additional damages would have not happened. You had already changed a damaged skirt on the driver side due to missing hardware, why would you not be responsible for repairing the other side as well? I was told when that truck was purchased that all workmanship of aftermarket parts added by the choice of your dealership to put onto that truck, were under warranty. Why is that not applicable here? 
  

  Its definitely not like I didnt have to take it to another shop for repairs, and pay $500 just so I could drive the vehicle on the above 45 miles an hour. 

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

• Initial Complaint

  Date:08/23/2023

  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.

  Purchased a 2017 Nissan Pathfinder in mid/late 2022. Engine light appeared in Jan 2023. Took the vehicle to the service **** in Jan and I was told there were no loaner vehicles available and that I would be placed on a waiting list for one. Finally, received a loaner in June of 2023, informed in early/mid-July that the engine had failed. Engine was installed late July. Around August 2nd, I was informed that the replacement engine also failed. On August 17, 2023, I was informed that the 2nd engine replacement was done but now my fuel injectors have failed. Communication with the service department is very poor, I have received most of the updates from the salesman. I would hope that the dealer would at least try to trade me out of this vehicle but I was told that I would have to get into a higher priced vehicle and be upside down. Very bad business for a dealership.

  

  Business Response

  Date: 09/06/2023

  I apologize the engine we installed was defective.  We receive those from a reputable manufacturer, but sometimes we receive them like that.  I spoke with the service manager and we have the new parts coming in this week and the vehicle should be ready the first of next week.  Also, ***** was to call you and provide a rental car for you as well.  Please let us know if we can do anything else.

   

   

  Customer Answer

  Date: 10/30/2023

  Complaint: 20507617
  
  I am rejecting this response because: 

  I received my vehicle back on 9/26/23. On Sunday, October 15 I was traveling back from South ***** and my vehicle stopped operating. I had the vehicle towed to San Marcos Dodge Jeep and I am still waiting for a response. I have no vehicle at this point.

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

  

  Business Response

  Date: 11/14/2023

  We have spoken with ************  The vehicle is at the Nissan dealership next door.  The extended service contract is paying for the majority of the claims-02 sensor and mass flow sensor.  The catalytic converter is not covered under the warranty because it is a wear and tear  item.  Because she is a customer of ours, we have chose to give her $1,000 towards the repair.  She is supposed to pick up the vehicle today.  My used car manaer, *****, has been working closely with her.

• Initial Complaint

  Date:06/21/2023

  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.

  Took my vehicle in the 26th of May, transmission had been slipping and within three days of being in the dealership diagnosed it needed a new transmission. Went on vacation the following week and no contact for about 3 weeks. Made contact 3 weeks into the ordeal to find out no paperwork had been submitted the warranty department and to this day no paperwork has been submitted to Mopar Vehicle Protection 6 days shy of a month . My car has been in the dealership for a whole month with no means of transportation and nothing but excuses and lies have came from everyone I have spoken to at this dealership. Multiple people have looked into this issue with no resolution/ answer except "we will have so and so submit it" . I was told it was submitted last Wednesday the 14 and called today to find out that no contact has been made from this dealership to my warranty department.

  

  Business Response

  Date: 08/14/2023

  ************** has some right to be upset. It took awhile to get adjuster here, plus getting transmissions at times can be a challenge. In the end , we did get ************** back on the road.

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

  Customer Answer

  Date: 08/14/2023

  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.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:11/10/2022

  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.

  MY HUSBAND AND I PURCHASED A USED 2020 CHEVROLET SILVERADO FROM THIS DEALERSHIP IN AUGUST 2022...2 DAYS AFTER PURCHASING THIS VEHICLE, WE WERE STRANDED WITH OUR CHILDREN ONTHE SIDE OF THE HIGHWAY. SEVERAL ERROR CODES CAME UP ON THE ***** CHECK ENGINE, REDUCED ENGINE POWER, CHECK EVC...IT WOULD NOT LET US GO ABOVE 30 MPH, AND WOULD GO INTO LIMP MODE. AFTER MULTIPLE ATTEMPTS, THE DEALERSHIP FINALLY ANSWERED OUR CALLS AND SENT A TOW ***** TO OUR HOME TO PICK UP THE ****** IT WAS KEPT FOR ABOUT A WEEK, AND RETURNED TO US. IT WORKED FINE FOR ABOUT 2 WEEKS, AND THE ISSUE RETURNED, SAME EXACT ERROR CODES. THEY ONCE AGAIN CAME TO GET THE ***** AND PROVIDED US WITH A LOANER ***** (WHICH ALSO BROKE DOWN), AFTER ANOTHER 2 WEEKS IN THE ***** THE ***** WAS RETURNED TO US. THE PERSON WHO DROPPED THE VEHICLE OFF TO US SAID THEY WILL MAKE SURE TO MAKE IT RIGHT IF THIS HAPPENS AGAIN, AND THAT THEY WOULD PURHCASE THE ***** BACK FROM US AT WHAT WE PAID. AFTER ONLY MAKING 2 PAYMENTS ON THE ****** IT IS HAVING THE SAME ISSUES AGAIN, BUT THIS TIME, THE DEALERSHIP IS NOT COOPERATING, THEY REFUSED TO SEND A TOWN ****** THEY DO NOT HAVE A LOANER AVAILABLE. I HAVE ASKED FOR THE MANAGER TO CALL ME BACK AND NOBODY RESPONDS TO MY CALLS, WE ARE LEFT ON HOLD FOR 20 MINUTES AT A TIME. WE HAD TO CALL OUR OWN TOW ***** AND PAY OUT OF POCKET FOR A ***** THAT SHOULD NOT BE OUR RESPONSIBILITY TO FIX. THANK GOD WE PURCHASED AN EXTENDED WARRANTY. THIS DEALERSHIP NEEDS TO HONOR THEIR WORD AND MAKE THIS RIGHT. THIS VEHICLE IS A LEMON AND WILL ALWAYS HAVE ISSUES.

  

  Business Response

  Date: 11/21/2022

  We put this couple in a loaner twice, and took it to them. This truck is under factory warranty with this brand. They had a tow warranty , so they they towed to a dealership that was closer to there home

  for repairs.

  Customer Answer

  Date: 11/22/2022

  Complaint: 18385389
  
  I am rejecting this response because:the tow that was provided was not actually provided. It only offered us 15 miles, we had to drive the piece of junk 20 MPH down a very dangerous highway to get it to a dealership. Regardless of the tow you said we received( the truck is still in the shop nearly 2 weeks later and we are down to one vehicle because you refuse to give us a loaner. The point is, you sold us a lemon and you know it! And you need to make it right. 
  
  Regards,
  
  *************************

  

  Business Response

  Date: 11/23/2022

  This is the customer's warranty on tow, San ******************************************* does not have a tow service.

  Customer Answer

  Date: 11/29/2022

  Complaint: 18385389
  
  we are currently going on 3 weeks without a vehicle and without a loaner. When is this dealership going to make this right? 
  

  there has been not ONE CALL to check in to see how repairs are going- nobody gives a shit! I want the ** to call me! This vehicle needs to be replaced or a loaner needs to be given to us LIKE WE PAID FOR WHEN WE PURCHASED THE TRUCK. 
  
  Regards,
  
  *************************