Dennis Dillon Auto Park & Truck Center

Additional Notes

Complaint: October 28th 2012- Visit Dealership and select a vehicle to purchase, bring in Trade in vehicle. Amongst other documents to speed things along we supply them with a copy of the current payment info for our trade in vehicle a 2010 Jeep Wrangler. Our payment coupon on the Jeep showed current balance, account number, financial lender and their contact information. They took copies of said document. The Financial Lender on the Jeep was ********. Part of the agreement to purchase new vehicle was for a full tank of fuel and a set of floor mats for the new vehicle. They put a dealer plate on the truck so we can take it home. Say they will take plate back once do paperwork. At this time, they take $300 off of our debit card toward the purchase of the truck.October 29th 2012-WE revisit Dealership to finalize the new documents on the new vehicle a 2006 GMC Denali Pick UP Truck. We surrender all necessary items for Jeep, spare Keys etc. Ask about the tank of fuel and floor mats and am told that we need to speak with the salesman about that. Go speak to the sales dept and tell them to get their license plate and they put fuel in the truck and say I need to go to the parts dept to get the floor mats. They do not take back the license plate. Parts dept says that there is no record of them agreeing to give me floor mats and that I am out of luck, that I signed a waiver that they owed me nothing. I complained to them and instructed that I signed no waiver and was instructed go see them about it. They said if it is not in the computer then there is nothing they will do. That they can talk to their Manager when he came back on Thursday of that week. I left my name and number. I have never received a phone call about floor mats. In the new paperwork we were told that if we take this certain form to the dealership that we purchased the Jeep from we are entitled to A Pro Rated Reimbursement of the GAP insurance we purchased. That afternoon I visit said dealership which in this case is *********, and take care of the reimbursement paperwork. I am informed that it will take up to 8 weeks for the reimbursement.October 30th, 2012Receive phone call that I need to return the license plate to the Dennis Dillon Dealership because they forgot to take them off the previous day when advised to take it. November 9th, 2012-Receive phone call from *********requesting a payment on Jeep, Inform them that vehicle was traded in on 10/28th and we are informed that there has been no pay off nor has a call ever been received about payoff total. Proceed to call Dennis Dillon and get transferred around to an unnamed voice mail, leave message with situation, name and phone number. November 12th, 2012 ****, with Dennis Dillon, calls and advises that our voicemail was left in an office that no one is using. We fill them in on the no payoff on the loan and they say the payment was made. **** advises that he will need to research and call us back. He then calls back and states the payment was sent on November 7th and someone signed for it on 8th. He doesnt know who. We call ********* and have not received anything, they even check for payments that came in with no account number. November 14th, 2012 ****, calls from Dennis Dillon, and asks who our loan was through for the Jeep. Advise ********. He advised that they messed up and on paperwork put GMAC and that is where payoff was sent. We advised him again that GM Financial had said that no one had called them to get a pay off. He states will contact them get a payoff amount and get it sent overnight. At this point, we think that all issues are resolved.Mid December-We receive the payoff letter from ******* saying loan is paid in full and closed.Beginning of January 2013We start wondering when we will see our Reimbursement of the Gap insurance. We contact ******** and we are informed that they cut a check for the reimbursement, they cut a check for $453.76, with check number 64961, on November 1st and it was cashed on November 8th. They had to cut the check to ****** since the loan was not paid off when they issued the reimbursement and that we would have to contact *******. We contact ******* and are advised that we would need to contact Dennis Dillon to get reimbursement since payment from ****** came in before Dennis Dillon even called them for pay off amount and that they paid the remaining balance. While on the phone with *********** we ask about a check that we received for $77.81. We are advised it is for the over payment of the balance.January 7th 2013Finally get to talk to someone in Finance we do not get her name at 1:39 PM, she says that she is the one who prepared our loan and that they were going to do nothing about the reimbursement. We would have to contact ******** to get it. Asked to speak to a Manager and got transferred to the unnamed mailbox. We did not leave a message. Called back at 1:57 p.m. Got in touch with a man named **** that said he was the Finance Manager or Sales Manager, do not recall which one, told the entire story to him and he said he would do a little research and call back. We do not receive a call back.January 9th 2013 1:12 p.m. At this point, we still have not received a call from anyone. We call ask for **** and are asked if I want the finance manager and say yes get transferred to the unnamed mailbox, leave message with name and phone number and instruct that it was important to get a call back today. Never receive a call back.January 10th 2013Called and got in touch with a ****, he said that he did not work on Monday the 7th, apparently there are 2 **** in Finance. We tell him the whole issue and he said he would get someone who can help and have them call us, informed him that we had heard that before and never got called back. He Promised someone would call back.As of when this complaint has been filed, we have not received any return calls from Dennis Dillon.

Desired Settlement: We would like them to rectify the issues that they have created and honor what their sale people say they will do. We feel that they owe us the $453.76. This would take care of the amount for the Gap Insurance and it would cover the cost of floor mats for the truck. We fulfilled our end of the purchase. They need to take responsibility for their actions and step up to make things right.

Business Response: I reviewed the signed Retail Order for Motor Vehicles (Purchase Order) dated 10/28/2012.  This document clearly shows a payoff of $25,759.  The customer also signed a “Payoff Agreement” that also clearly shows a payoff amount of $25,759.  Included within this document is a statement as follows, ”If the amount owed is greater than the balance agreed to by buyer and seller, buyer will promptly pay the difference to seller.”  This document clearly outlines that if the actual payoff is more than what was signed for on the purchase order, the customer would owe the dealership the difference.  In this case we obtained the payoff of $25,759 on 10/28/2012 and the payoff was received by ** ********* on November 14^th for $25,760.54.   With this being said, regardless of what happened with the GAP refund, the payoff on the vehicle was $25,760.54 and in order for Dennis Dillon to get the title that is what we had to pay and also, as stated in the Payoff Agreement, the customer would have been responsible for any excess payoff amounts, we will not refund the requested amount. We will be glad to provide the********** carpeted floor mats for their troubles, if they are available.  I can be reached at ******** in order to make arrangements to order the mats as we do not have them in stock.

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

Additional Notes

Complaint: We purchased a used 2012 Nissan Altima 2.5 S vehicle on 10/29/2012 from the dealer. We brought to their attention 27 days later that we noticed that the layout of the dual exhaust pipes were not even. The service department folks were great at inspecting the vehicle and after 45 minutes they decided that since we had driven 2000 miles (high mileage due to work) in such a short time the vehicle had hit something to displace the exhaust pipe of which we are confident none of that allegation occurred. They are unwilling to fix the problem which we believe we purchased the vehicle with that problem. Unfortunately it is our word against theirs and no one in management has bothered to call and offer us a way to remedy the problem. Instead they wanted us to file collision claim with our insurance company so that they can replace the whole muffler system of which after seeking a second opinion is a unnecessary fix. In filing a collision claim, this would affect my insurance premiums for a problem that I did not create.

Desired Settlement: I would like the dealer to take responsibility and remedy the problem. This is the third vehicle we have purchased from them in the past few years.

Business Response:

First, this cusomter purchased a "used" vehicle, as is, which means we have obligation to do anything.  Second, I reviewed the used vehicle inspection report, that was completed by the shop when the vehicle first arrived on the lot, and saw that there was nothing noted regarding any damage to the exhaust system.  Third, the customer admitted they hit something with the vehicle subsequent to taking delivery of the vehicle.

We believe we have a compromise, but we have not been able to get a hold of the customer. *** ******* has left mulitple messages for the customer over the past week or so and has not heard back.  He can be reached at ********.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

Additional Notes

Complaint: I purchased a used vehicle from Dennis Dillon is August of 2011 with 99,000 miles on it. The finance person sold me an extended warranty that offered SUPREME COVERAGE for 48,000 miles or 48 months. 6 months and 10,000 miles later (3/14/12), there's an issue with transmission. We have it towed to the nearest dealer who tells us the Banks Chip (that was on when purchased) has to be removed (and cost $200) to determine what the problem is. If the Banks Chip is still on the truck when/if an investigator came out, the warranty would be void. I visited the finance department at Dennis Dillon on 3/21/12 asking whether or not my warranty would provide the coverage I paid for with the modifications that were done to the truck. On 4/2/12, I completed the paperwork to cancel the warranty when another finance person told me he would find out if the parts were approved by the manufacturer. I heard NOTHING from ANYONE, despite the 4 times I called & stopped in. Finally, 4/24/12, I just completed another cancellation request (which by this time the truck had another 3,000 miles on it). When checking the status of the cancellation on 5/30/12 - nothing had been received by the insurance company. I contacted *** ********** - the director of the program and he ultimately got the contract cancelled but I'm still out of pocket $915 for an extended warranty that would never have covered half of what it was supposed to cover, plus the $260 bill to have the chip removed to find out what the issue was to begin with.I will NEVER do business with this dealer again!Their customer service AFTER you sign on the dotted line is the worst I've experienced!

Desired Settlement: I would like to be reimbursed for the $914.43 difference between the cost of the warranty & the refund from the cancellation. This service contract would not have provided the level of coverage that I paid for due to modifications on the truck as it was sold to me.

Business Response: According to **********, the extended service contract company, no claim was ever filed on the vehicle and therefore no claim or repair was denied nor was the contract ever “void,” until the customer cancelled the contract.  The customer did call ********** and inquired as to whether a vehicle modification would void the contract.  The response from ********** was that it was possible that if the failure to the vehicle was a direct result of the modification that coverage may be affected for that specific failure, but that her coverage was not void simply as a result of a modification.  She was then instructed to have the repair facility call in a claim prior to commencing any work.  As mentioned above no call was made nor was the vehicle ever inspected by an independent inspector as a result of commencing a claim.  I have reviewed our paperwork associated with this transaction and there is nothing to indicate we had any knowledge of this vehicle having a “chip” installed.  We also have no way to know if the chip was installed after the vehicle was sold. Finally, if we knew the vehicle had a chip installed we would have been able to provide a service contract that covered this type of modification.  It is also my understanding that *** ***** offered to help the customer with an extended service contract, at a deeply discounted price, that would provide coverage for a modified vehicle.  This offer was declined. I would be happy to work with *** ******** regarding the offer *** ***** made to her.  

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID 9126072, I have a few points I'd like to reiterate.

Firstly, when I spoke to the Claims Supervisor at Protective Insurance on 6/26/12, he simply stated that "the contract would be limited and that he wasn't sure they would want to put a contract on that truck with the pre-existing modifications." There was no suggestion to have the repair facility call in a claim as this conversation took place a full 6 weeks after the visit to the repair facility. When I had the truck into the repair facility on March 14, 2012 - the issue was with a wiring harness coming from the Banks Chip to the transmission - therefore, no coverage (on a modification) & no corresponding claim. According to my conversation with **** at Protective on 6/14/12, there was a claim filed but nothing was paid out on it. I have no further details of what that claim entailed.

Secondly, to imply that I'm "fabricating" the Banks system being on that truck when I bought it is pretty bold. Apparently, Dennis Dillon doesn't do a 76 point inspection on all pre-owned vehicles. During our purchase, *** *** ***** was extremely helpful in printing off the owner's manual for the Banks IQ system & providing it to my husband along with the CarFax report. And, I've got a documented conversation with ***** ***** from 7/25/12 stating "we all remember the truck and we all remember that Chip being on there."

Finally, according to *** ********* response to my complaint, there is a service contract that covered this type of modification. That statement implies the one I was sold at the time of purchase DOES NOT cover this type of modification. Therefore, I would like a full refund of all monies applied toward the service contract I originally purchased. The balance to make me whole is $914.43.

Dennis Dillon was wrong in selling me a service contract which would not provide coverage for a modified vehicle.

Business Response: We have made the decision to refund *** ******** $914.43.  In exchange we will ask her to sign a full release and confidentiality agreement we have prepared.

BBB's Final Determination: Consumer accepted resolution offered by the business.