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:12/08/2023

  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.

  I purchased a vehicle, the check engine light came on next day, truck needed coils and spark plugs. ****** agreed to fix it but did not fix the truck 1st thing in the morning and kept waiting until almost my shift was over to decide to work on the truck. I have to pick my son up before his daycare closes and I made that very clear each time I spoke with them. I dropped the truck off at ****am but they wouldnt get to it until 230pm, my shift ends at 4pm and I have to pick my son up by 5pm. The service would take 2hrs to conduct, I had to get the issue fixed by a mechanic. 180$ for could and plugs and 150$ for the service. Then the next day the check engine light came on again, code p0430 catalytic converter is bad. I have a 2yr warranty through ******************** that the dealer offered but this repair is not covered either. This repair will run me 2000$ and I have not even made my 1st payment yet on the truck. I need help.

  Business Response

  Date: 12/08/2023

  Hello *****,

  Please give us a call @ ************ so we can discuss how we can help.

  Customer Answer

  Date: 12/08/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  ***********************
  
  
  
  

• Initial Complaint

  Date:06/26/2023

  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.

  The length of my complaint and my desired resolution is longer than the characters allowed therefore it is all attached in the attached in one PDF document and has also been sent to JDM

  Business Response

  Date: 07/06/2023

  Customer has been in contact with us via email / phone throughout the process. Thank you.

• Initial Complaint

  Date:04/18/2023

  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 a very unfortunate experience buying a car from this dealership in January 21, 2023. I drove the car for two weeks and the engine light came on. I took it to a professional auto service shop and they told me I had engine trouble, the brakes were down to the medal and sensors were bad. I had $1500 worth of work done and then drove the vehicle another week and the engine light came on again. The vehicle has been in the shop since then. Finally got some results from the warranty company and they will only pay $2100 of a $4,600 service job. This is just to repair a lifter. In order to replace the engine the estimate is $8,000. the car is still in the repair shop at a GMC Dealership. I paid over $19,000.00 for the vehicle and I am quite certain they knew what they were selling me. They are listed on a lot of car dealer sites such as AAA Car buying service, which is a great service that advertised their cars going through an inspection to their standards. I asked all the right questions and did research on the vehicle. I know that in Virginia the Lemon Law only pertains to new cars, but they have a mechanic shop on site and they know what condition cars are in when they sell them to the consumer.

  Business Response

  Date: 04/28/2023

  Hello,
       I would like to thank you for your business, you purchased the said USED Vehicle on January 21, 2023. We take pride in the type of vehicle we sell from our lot. I wish you could have called us and let us know about the problem you were having so we could have helped you. If the brakes were like you said, we could have replaced them free of charge.Unfortunately, we have no power over ************************ and their decision since it is a third-party company, please read the contract or give them a call, it might give you answers why they are paying $ **** Dollars towards the repair. We are in the business of selling USED Vehicles; it is very hard to please every customer, but we try our best and we can assure you that we have no power to predict the future repair a vehicle may need. At our Dealership we don't pressure any customer in buying cars and we try our very best to ensure no complaints go unheard. Happy Customers are our 1st Priority.I am sorry to hear that you didn't have trust in us. Having a mechanic shop is a blessing but still unable to predict future repairs.
       Again, I am sorry for the troubles you are having with the vehicle.

  Customer Answer

  Date: 04/28/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.] 

  No offer is being made from JDM to resolve this.  Here is my response:

  First, my husband did call and let your dealership know of the condition. He discussed with **** the condition of the vehicle.  He let her  know of our problems with the vehicle.  He was told to call the warranty company.  Second, on another note, when we came in to purchase the truck after two visits we asked about the brakes, oil change and other maintenance to the vehicle.  **** told us that the breaks were great and the oil was just changed.  When we went to have the vehicle serviced the first time because the engine light came on, the technician showed us that the brakes were in very poor condition, showing metal to metal contact.   Third, if your overall goal is to have "Happy Customers" then I can gladly bring you the receipt for the brake maintenance for a refund of that cost.  That would be a wonderful gesture as well as offering to pay some of the expense of now the engine trouble.  And lastly, I understand the business you are in to sell used cars, but you also have an obligation to be trustworthy in your business affairs with consumers.  We asked specifically about the this truck and the condition.  And because you have a mechanic garage on-sight, you are able to determine the condition of a vehicle, so when a customer asks specific questions, you can give specific answers.  Again, if your true goal is to have "Happy Customers" why did you not reach out to us after learning there was a problem with the vehicle?  
  
  Regards,
  
  *******************************