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:11/17/2023

  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 took my vehicle in for maintenance on Oct 5th. They explained everything was good except breaks and a camera that needed to be replaced. I paid ****** to replace the breaks and ****** to order the camera. On Nov 16th my wife took the vehicle in for the camera to be installed. In total the bill was *******. The camera was installed. At that point I received a call from a service department employee saying that extensive damage occurred close to the motor bc something under the hood popped off causing potential leaks, motor issues, the van jumping time etc. They said they would have to call me back with how bad damage was. I waited an hour. I called back. I asked for Mr. *** the service manager. They said he was busy. I asked for general manager. Mr. *** was miraculously available. He said it was 100% my responsibility. I said "I'm on my way sir." ****** I asked for general manager. He said he couldn't talk to me. He has nothing to do with that stuff only sales and Mr. *** had told him to call him if I showed up. I asked Mr. *** how often this situation happen. He said its the 3rd time in 30+ years. I asked why that didn't warrant a call from him as manager. Why he couldn't take my call and only got on the phone when I asked for general manager and then advised me not to come to the dealership to hear and see first hand what happened to my car." He said "I didn't want you to get rowdy, you were irrational on the phone." Though I NEVER raised my voice and only asked a couple of questions before saying Im coming in person. They also said a rental car was on me while they figure it out. It's our family van. We have 6 kids. I'm disgusted. A situation so rare should not be handled so callously. We also bought our vehicle from this dealership a couple of years ago spending over 30k.

  

  Business Response

  Date: 11/22/2023

  The dealership has addressed ****************** concerns. All work has been completed, the customer has picked up their vehicle, and they are happy with the resolution. All repairs were done at no charge.