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:03/03/2025

  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.

  Dropped car off for service appointment on February 24th at 930am for oil leak and possible replacement of undercarriage splash shield.
  Picked up car on February 28th in the afternoon, invoice states "verified no oil leak." Discovered Monday March 3rd at 800am that car is still leaking oil.
  
  As I was driving home from the dealership, the keyfob fell out of the ignition and I saw that the keyfob was smashed and part of the tip was stuck in the ignition. They pulled the car up and it was already started when I got in, so I had no way to see this until the key fob fell. After calling back, they said it would be over $200 to replace, they didn't have the part in stock.
  
  They quoted me over $500 for just the splash shield part, no labor. I have not found a single place that sells it for more than $150.

  Business Response

  Date: 03/05/2025

  To whom it may concern:

   

  I have reviewed our documentation with regards to this complaint, below are my findings and responses. 

  1)  Oil still leaking:  To my knowledge we have not been made aware that the customers vehicle is leaking oil after repair.  If that is the case simply make an appointment with one of our friendly advisors so that we can take another look at the vehicle.  Please note that we will look at the vehicle at not cost if the original work performed has failed we will repair that at no cost, if you have additional oil leaks or repairs we will provide you a quote for those items.

  2)  Key fell out of ignition:  This is very possible as we noted on our repair order that the key fob is broken at the insertion side and feels like it may break off when turning the vehicle on and off.  Hence the reason you need an over $200 key replacement.  (I have attached our pending services notes that were documented when vehicle was in for service). 

  3)  Splash Shield estimate:  I have verified that our pricing for the shields and components needed to make this repair are valid, and that the price we provided to this customer is accurate and correct.  We inspected and prepared this estimate at no cost to the customer and feel that our estimate is competitive.  The customer exercised his rights to decline our estimate and seek alternatives to this repair.   

  We appreciate the opportunity to review this complaint and respond in regards to it.  If the customer would like us to look at the oil leak, replace the key or install the necessary shields he/she can feel free to make an appointment with our advisors to do so.  

  Thanks, 

  Dave Dennis Inc. 

  Management 

  Customer Answer

  Date: 03/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Your recommendation paperwork says "key fob battery" for $12.80 and the person I spoke with at the desk mentioned a key fob battery might need to be replaced. There was no mention about the key fob needing replacement before I got in my car.

  I gave you the car with a key fob that wasn't broken. I got the car back with a key fob that was broken.

  I do not want to give you my car again as you "verified no oil leak" the first time you gave it back.

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

• Initial Complaint

  Date:10/03/2024

  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.

  In January of this year we started to notice a vibration with our 2022 Jeep Grand Cherokee L. We took the Jeep to Davis Denis to have it looked at as it is still under warranty. We were told that we would have to pay a diagnostic fee of almost $200 to have it looked at. My husband asked it if could be related to an unbalanced tire. Service advisor mentioned it could be so he paid the $50 to have the tires balanced. The vibration was still there, we have worked with Jeff Wyler service department in the past, in Springfield. So my husband took the Jeep there and they accused us having hit something with the vehicle. We were then told it could be a bad tire and that the dealership we purchased the vehicle from could have the tire sent in to be inspected and if it was a bad tire that they could replace it with a new one for a pro rated amount. Dave Dennis did not want to send the tire in for us they instructed us to go to a tire dealer. When I reached out to several tire places they said they could not help me because the tire was not purchased from them. We then returned to Jeff Wyler and after 2 weeks of the Jeep being in the shop there they said we needed to replace the tires. We had all 4 tires replaced and the vibration was still there. They had the Jeep for 8 weeks and still told us we have to replace the tires to fix the issue. We then took to Dave Dennis, after 2 days was told it was determined to not be a tire issue but they still have testing to perform. After another week they called us and told us the Jeep was fixed and ready for pick up. When we called to ask what was found to be wrong, we were informed that the scope test determined it to be a tire issue so they rebalanced the tires and road forced tested them. The vibration is still there but that is all the can do for us. In the report it said that if it continues we need to replace the two rear tires. We were also informed, "at the end of the day we purchased a jeep not a Cadillac."

  Business Response

  Date: 10/07/2024

  Upon review of this complaint, I took note of our service documentation from this customers last visit, and it appears that the analyzation and measurements we provided were after the replacement of the tires by Jeff Wyler.   Our documentation shows the scope measurements and the outcome of road force balancing of the tires.  It also states that the road force is high on the rear tires and that it may correct with driving time/use; however, if it doesn't it was suggested that the two rear tires be replaced.  My suggestion would be to return to the location/repair facility that replaced the tires.  I would further suggest sticking to one repair facility until the issue is resolved as the mix of multiple facilities diagnosing and repairing the vehicle leads to dissatisfactory results when it comes to automotive repair. 

  Management,

  Dave Dennis Inc. 

  Customer Answer

  Date: 10/08/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: we have had the vehicle in to different repair shops do the fact that the tires have been replaced on the vehicle when it only have 22,000 miles on them. After replacing the tires the vibration was still there. So we took the vehicle back to the first dealership and they had it for 8 weeks and continues to say it was tire issue after having the tires replaced and they also put 2 different sets of tires on the vehicle when it was at their shop and it was still there. That dealership then refused to look at the vehicle again due to saying it was still a tire issue. We have taken the vehicle back to the tire place as well and they balanced them and road force tested them and the vibration is still there. We were told by Chrysler Customer Care to take the vehicle to the original dealer we purchased it from to have it looked at again. Therefore, we took it to Dave Dennis where it was purchased from and are still being told it is a tire issue when the tires have been replaced and it is still happening. The vehicle is only 2 years old and we can not just keep replacing the tires. There has to be something else wrong. Can we please investigate other issues that could be causing this issue? 

  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:05/21/2024

  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.

  Dave Dennis is a very unethical business with regard to their auto repair business. I took my van there because only the drivers window worked. Also the passenger rear door did not close with the push button as it should. I took it there on 4/4/2024. Finally on 4/16/2024 I asked for an update on the repair cost. I was told the diagnostic charge was in access of $500.00 which I thought was outrageously high but in addition the repair cost would be $3100, I also thought that was high but I needed the windows and door fixed so I gave the authorization for them to go forward with the repairs at that cost so I paid the required $1700 fee to begin the work. on 4/30/2024 I again called to get an update and was told the new cost was $4800 to continue I asked if I could get my $1700 deposit back because that repair cost was " highway robbery", my exact words. I was told no because they had already installed a couple of missing modules and also a wiring harness. I couldn't throw away $1700 dollars so I felt I had to tell them to go ahead with the repairs. On 05/14/2024 I again had to call for an update> I was told they had to order motors for the power windows and they could get the order filled in one day and finish the job the next day so again I gave the ok. on 05/15/24 they said the repairs were done on the windows but the door could not be fixed. I picked it up and I tried the windows before I left their lot. The right front window would only partially move as though if was off track. They had me bring it back the next day and charged me an additional $500 dollars half of which they charged labor when I had to pay for labor I had already paid for them to do the job wrong. They never did fix the passenger rear door or it's window. So I paid a total of $4463.46 to get 2 power windows fixed and was told the rear door and windows could not be repaired. again this is high way robbery. They did half the job they charged me for including there mistake of not fixing the front.

  Business Response

  Date: 05/30/2024

  *** ****** brought his vehicle
  in on 04/17/2023 at 9:24am with five different concerns. 1. The right front
  power window does not work.  2. The left rear power window not
  working.  3. The right rear power window not working 4. The right rear power
  sliding door not working automatically 5. The left rear power sliding door not
  locking. *** ****** authorized and signed off on a diagnostic fee of $512.25 at
  write-up. The initial diagnostics were begun promptly the same morning the
  vehicle was dropped off. The Technician found the right front door had been
  replaced with a used assembly that had the wrong door module, a broken harness
  to the right rear door, a failed left rear door lock actuator and a failed left
  rear power window motor. On 04/17/2024 *** ****** was informed we needed to
  start by replacing these known wrong and failed parts and then retest to see
  what additional repairs are needed as there had been incorrect and inferior
  repairs performed in the past and it was likely there would be further repairs needed
  but we had to start with the obvious. *** ****** then declined the repairs but
  called back the next day 04/18/2024 at 1:16pm to authorize the repairs in the
  amount of $3415.89.  Once the parts
  arrived and repairs were started the Technician found further repairs were
  needed, the right front door had the incorrect harness for the module and
  window motor and the harness and motor would need replaced with the correct
  parts. *** ****** then authorized the additional repairs.  *** ****** was informed some of the parts
  were potentially 5 business days out. During the authorized repairs the
  Technician found the right rear door had also been replaced with an incorrect
  used door that had the wrong internal parts with a manual window regulator
  which would require the door to be replaced with the correct door. This door
  (right rear) had the original harness for the original door that operated all
  of the power and automatic functions, there was no obvious indication the right
  door had also been replaced with the incorrect assembly. The right front
  door and the left rear door are functioning as designed after the repairs were
  performed. To resolve this matter Dave Dennis Inc. will be refunding *** ******
  $877.41 which is the cost of the special order parts and the diagnostic fee for
  the right rear door since we were unable to repair the right rear door due to
  the wrong assembly being installed previously by another party. Here at Dave
  Dennis Inc. we take pride in our work and hold our standard to the highest. The
  fact the *** ****** was charged for anything for the right rear door was a
  mistake on our part and for that I sincerely apologize.  

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

  Service Manager

  Dave Dennis Inc.

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

  Customer Answer

  Date: 05/31/2024

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:09/06/2023

  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 purchased a vehicle from here and a warranty in 2019. The whole time they told me the warranty was for 136,000 miles. I spoke to them multiple times about fixing things on my car and every time I was told I had until 136,000 on my warranty. I thought I had time to get the car repaired because of the information they told me from day one. Now the are saying that the warranty was to 100,000 miles and they refuse to fix the vehicle or honor the warranty mileage that they told me.

  Business Response

  Date: 09/06/2023

  To whom it may concern, 

  I have reviewed the customers file and do not find any times where the vehicle was brought in for service or maintenance since the day it was purchased from us.  I would refer this customer to the documents that were provided to her with regards to the warranty she purchased.  These documents clearly show that the warranty expires on 11/23/25 or 100,000 miles whichever comes first.  I can't verify nor confirm her statements with regards to her repeated discussions in which she claims to have been told the warranty was good until 136,000 miles.  I again refer to the written documents that were provided to her as they accurately reflect what she purchased.  

  ****** ***** 

  Customer Answer

  Date: 09/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because Dave Dennis is aware and has verbally admitted that they provided me miss-information regarding my warranty. I spoke to several employees regarding the warranty and every time they told me I had until 136,000 miles to bring the car in for repairs not 100,000 miles. This miss-information caused me to not be able to have my car repaired under the warranty. I would have brought my car in for repairs when it was under 100,000, if I been given the correct information. Now my car has 102,000 on it and cannot be repaired under the warranty, and they are refusing to do anything about the situation and miss-information they provided.
  
  
  
  Sincerely,
  
  
  
  Carrie Calloway

  Business Response

  Date: 09/08/2023

  To whom it may concern, 

  I have again reviewed the customers file and do not find any times where the vehicle was brought in for service or maintenance since the day it was purchased from us.  I would refer this customer to the documents that were provided to her with regards to the warranty she purchased.  These documents clearly show that the warranty expires on 11/23/25 or 100,000 miles whichever comes first.  I can't verify nor confirm her statements with regards to her repeated discussions in which she claims to have been told the warranty was good until 136,000 miles.  I again refer to the written documents that were provided to her as they accurately reflect what she purchased.  I further inspected the information that would be available to our employees when looking up the warranty and found that our system reflects the same information as what the customer was provided at the time of purchase.  This finding would make it virtually impossible for an employee much less multiple different employees to have discussions in which the inaccurate warranty information would have been discussed.  We now consider this matter closed and no further action will be take by Dave Dennis Inc. 

  ****** ***** 
  

• Initial Complaint

  Date:10/19/2022

  Type:Product 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.

  Because we were over charged for services that not completed and not done taken advantage of a total of including a battery that had to be purchased to make it start, which I am still schock 15,860 and change plus 270

  Business Response

  Date: 10/25/2022

  Our decision is we will not be offering the customer a refund as we kept in constant communication regarding the repairs and cost of repairs. All repairs authorized by the customer were properly performed and completed.

  The vehicle was towed in on 08/11/2022 inoperable and the
  customer filled out a night drop form. On 08/12/2022 it was determined by the
  technician the engine would not turn over by hand, the engine was seized and
  the long block would need to be replaced due to catastrophic failure. The long
  block was estimated and the customer was given an initial estimate of $13,076.89
  on 8/12/22. The customer was also informed a $10000.00 non-refundable partial prepayment
  would be required due to the high cost of the repair. The customer authorized
  the repair and provided the $10,000 partial payment on 08/17/2022. The parts
  were ordered and once the parts arrived the repair was started on 09/01/2022.
  During the removal of parts that are required to be transferred from the
  original long block to the new long block it was found that these parts could
  not be reused because the engine overheated and deformed/damaged 12
  components/sensors, this was not able to be determined until the disassembly
  was started and was not obvious during the initial diagnostics. The customer
  was given a revised estimate of $1838.09 for the additional parts needed with
  no additional labor on 09/02/2022 and the customer authorized the revised
  amount of $14914.98 at that time. Once all of the authorized repairs were
  performed the Technician found the starter would not operate and the battery
  was weak. Further testing was performed on the starter and it was determined
  the starter had an internal failure and needed to be replaced. The customer
  brought in their own battery and authorized the replacement of the starter for
  an additional $860.54 to equal a grand total of $15,775.52.
  All repairs were properly estimated, authorized by the
  customer and properly performed by our technician.  The total of the completed repair was within
  $100.00 of the estimated amount authorized.