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:11/20/2024

  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.

  On August 4 2024 I was involved in a not at fault car accident. I had my vehicle towed to Arrigo Dodge Chrysler at Sawgrass in ***************. Initially I was told the repairs would take approximately 2 to 3 weeks after those 2 to 3 weeks went by I had called to get a update on my vehicle which day refused to give me because they did not have an answer at the time so I said I would call back in about a week After the week went by. I called and I was told that my car is waiting on a new door altogether, the car had approximately over $10,000 in damages. The car door took well over a month to arrive once the car door arrived. That was the last update I received so a little over two months had passed. I went in to the dealership to see and get an update on my car when they took me to my vehicle the car looked exactly the way it did after my accident. The only difference is a white door and two rims have been replaced. I have been very upset and told them that this is taking way too long. Im making $912 payments a month plus $350 car insurance payments. I needed my vehicle back now countless lies and dates were given just to keep me quiet. It has been four months now I have talked to attorneys. I have talked to my insurance company. I have talked to Chrysler. I have talked to the service director of the dealership and nothing is being done, except being told theyre waiting on parts. My vehicle was sent to ****** to have the body repaired in the car painted the person to charge of that. His name was *******. This man was very respectful, very intelligent and he told me what Arrigo Dodge is doing is unacceptable and unheard of he fixed the entire body and painted the whole car in a week this day I still dont have my vehicle and I lost my job because of this I may even lose my vehicle because I cant pay anymore. My bills are behind. They refused to give me a loaner or a rental. Im seeking reimbursement of all my finances over the past four months.

  

  Business Response

  Date: 12/17/2024

  see attachment

• Initial Complaint

  Date:09/03/2024

  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 March 2024, Arrigo Sawgrass sold me a 2023 ****** RAV 4 with a junkyard engine. Although they advertised the vehicle as a 2023 RAV 4 with about ****** miles, I came to learn that the car had engine parts from a 2018 ****** Camry with over ******* miles on it. I paid over $30,000 for this car. When I told Arrigo Sawgrass what they had done, they refused to do anything to make it right. Please see the attached narrative for a full complaint.

  

  Business Response

  Date: 09/18/2024

  To whom it may concern. Regarding the claims by Mr. ******** we have no findings from our vehicle inspections of the vehicle mentioned with vin number: ***************** that shows any parts from a junk yard or salvage yard  were used to make the vehicle functional. We are happy to look into trying to help the customers out and possibly trade into another vehicle, but at this time we see no faults at the dealership level.

   

  Thank you 

  Customer Answer

  Date: 10/02/2024

   
  Complaint: 22236173
  
  It is of no surprise that your records (conveniently) do not reflect your company having learned that the vehicle had salvage parts. After all, if your records did, you wouldnt be able to sell the car. Yet, you apparently inspected the vehicle sufficiently to get it certified pre-owned, as shown by the ****** you submitted. How, I wonder, would such a detailed inspection fail to discover major engine issues?
  

  You say you are willing to look into some sort of trade in. Thats not a commitment by any means. Again, not surprising that you refuse to actually be helpful considering, as you disclosed during our phone call, that you feel like youve already lost money on this car.

  You hold your business out to be a reputable brand, yet you sell one-year old vehicles with junkyard parts and then refuse to rectify the situation with the consumer. At that point, youre no better than buying off Craigslist.

  
  A sincerely disappointed customer,
  
  *** *******

• Initial Complaint

  Date:07/11/2024

  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.

  I bough a Certified car at Arrigo Chrysler Sawgrass last April 10 2024, 2021 JEEP GRAND CHEROKEE,Vin #: *****************, I spent whole day from around 11;30 am to 21:30 pm, looking for that car, driving it to test conditions, etc after whole day dealing and I was ready to pay by Check or cash the seller named ********************************* manager says, He can not sell me the car If I don't make an credit application with a bank for at least 6 months, so I was conditioned upon a file bank credit application to buy my car when I was saving money with my wife for long time to buy a car with a bank check or cash to save any financial money but I couldn't because of being conditioned for Arrigo Chrysler employees, then I agree under pressure to sign a financial bank application, which I consider is not fear; by other hand after I did receive the car 1 key fob wasn't working, then the seller ***** told us, me and my wife that we just need to put new batteries and problem solved, but next day we did it and the key fob doesn't work, I start calling seller *****, Manager *********, other manager that says he is named ******, customer service, etc for weeks and months and nobody have solved my key fob problem, even they don't answer my calls now, last week I called again and somebody named Manager **** says that they cannot do anything about it and I need to pay out of my pocket any necessary money to replace the key fob that doesn't work, so I think it is not fair and dupery or fraud, giving me something that doesn't work then they tell me it is my problem and I need to pay out from my pocket anything wrong of my car when it was a certified car to assure everything is ok with it. Thanks for your attention and I will be waiting for any answer from you to try solve my problem.

  

  Business Response

  Date: 07/18/2024

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

   

  We hope this message finds you well. We wanted to touch base regarding the recent concern you raised about your certified preowned vehicle's key fob not working.We understand the inconvenience this may have caused and want to assist you in resolving it promptly.
  Upon reviewing the documentation from your purchase, we confirmed that your vehicle was sold as certified preowned with a comprehensive warranty covering up to ******* miles. This warranty is designed to ensure your peace of mind by providing coverage for a wide range of potential issues.
  Regarding the key fob issue, it's possible that the problem could be resolved by simply replacing the battery. As per the terms outlined in the paperwork you provided at the time of purchase, the vehicle was sold "as is."  Should there be any further questions or if you require assistance scheduling an appointment,please don't hesitate to contact our customer service.

  

  Business Response

  Date: 07/18/2024

  Hello,

   

  **************** we will be taking care of you and once your request is done, please reply to BBB, that you're happy and satisfied

  Customer Answer

  Date: 07/27/2024

   
  Complaint: 21977659
  
  I am rejecting this response because: My key fob problem was resolve, thank you. But still waiting for my answer when I file the complaint, why I cannot pay my car in full with a personal check, and why I was obligated to have a minimum 6 months financial loan to pay it, when I have enough cash to pay for the car, there is any legal regulation that don't allow me to pay my car in full at Arrigo Sawgrass ? or why I was conditioned to file a bank credit application to buy my car?. Other wise Arrigo Sawgrass will not sell that car to me. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/11/2024

  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.

  I purchased a 2023 ******* **** with around ***** miles on 5/18/24. I purchased the car with the touch screen having glitches(not working) but ******, my car salesman reassured me that with the car being under warranty, ******* would easily fix it with no problems. On 5/20/24 I spoke with ********************* with complaints of a weird sound coming from the car. **** told me to bring the car back in and they'll take a look at it. I live in ************, ** and the dealership is in *******, ** so I decided since the car is covered under warranty, ******* will fix it. I git the appointment with *******. After putting the car through test, I was told the car is in very bad shape and it would cost me roughly 8K to get it fixed. The next day I drove the car back to Arrigo and gave them a print off with all of the issues wrong with the car. The car was dropped off on 6/8/24. Today is 7/11/24. They've had my car for over a month and today I'm being told that there is nothing furthermore that they can do for my car. "Good morning ma'am, After further discussion with my used Car Director , ************************* , we were forced to escalate this to the Gm of the store. Unfortunately, the ** has come to the decision that we have done everything that we could for you in regards to the vehicle. We did all the repairs ******* recommended and as mentioned yesterday, the noise is still present because the rear differential is failing. The vehicle is covered under warranty so you would have to take the vehicle to ******* yourself. I would recommend seeing a different ******* so that they don't give you a hard time. We can no longer provide the rental for the time being and we would need the rental back today. If you would like to speak to our gm, you would have to make an appointment, as of now I have ***************. He would be your best point of contact. Again, I would like to emphasize we will need the rental back today, I am willing to wait until the end of the day for its return."

  

  Business Response

  Date: 07/12/2024

  ****************,

   

  We are committed to providing exceptional service and ensuring our customers' satisfaction. When you initially brought up the issues with your vehicle, our team acted swiftly and professionally to address them. We took care of your concerns with diligence and thoroughness, ensuring that every issue was resolved to your satisfaction.
  After discussing your situation, we recognized the importance of finding a lasting solution. As a result, we facilitated a smooth transition by offering you a generous trade-in value and guiding you into a new vehicle that meets your needs and exceeds your expectations. This process was handled with professionalism and care, ensuring that you received a reliable and high-quality vehicle.
  At our dealership, customer satisfaction is our top priority, and we are dedicated to providing transparent and efficient service. We appreciate your trust in us and are pleased to have resolved the issues to your satisfaction.Thank you for choosing us for your automotive needs, and we look forward to continuing to serve you with excellence in the future.

   

  Thank You,

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

• Initial Complaint

  Date:06/14/2024

  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.

  I bought a brand new 2023 Dodge Challenger. First of all the finance guy would not take no for an answer for an extended warranty. He lied to me and told me that I had to have it to get the loan. I believe I was taking advantage of because I'm disabled and I had jet lag .I'm from ************. So he added an additional $3,000 on to the car because he would not accept no for an answer. Second problem I had was that I picked up the car and I drove to ************* when I arrived there I looked at the front of the car like you know how it is ,when you buy a brand new car..You admire what you bought. The paint came off the nose of the car. I could say though they were good they paid the $1,200 to have the nose of the car repainted. But I got an ultimatum from the sales ****. He told me that if I didn't send the review.,I received from the company,to him ,by email .I wouldn't get the check to fix the car., Nose repaint .So he filled the review ,and sent it out. When I took the car up to the body shop The body shop showed me that they were circular scratches in the hood. I contact the dealer.,and then they says well get an estimate on the car so I did, It was $750. So then they refused to pay the $750 to have the car fixed. . So now I have a new car with damage on the hood ,and I had to get the nose repainted I'm starting to wonder if this car wasn't damaged in a hurricane . Then there was a contamination in the paint on the roof so I contacted the manufacturer about it and they told me to take it down to the Dodge dealership nearby , They were good about that and they repaired that. So when I was in process of buying the car.They told me that they had a coating on the car. So I was made to believe that it was a ceramic coating on the car .So I said fine ,but come to find out that it isn't a ceramic coating, it's just a wax on the car for $2,999 Plus I cannot get the additional applications here in ************ .They refuse to give me my money back.,That stealing!

  

  Business Response

  Date: 07/01/2024

  ********************,
  
  We have reviewed the pictures and estimate that you sen along with the complaint. At your time of purchase on March 21, 2024, you decided to drive the vehicle 1900 plus miles from ******* to ************. We received an email from you with pictures and an estimate about scratches on your front bumper. We sent you a check in the amount of $1200 dollars to fix those scratches based on Good Faith. I notice  the new pictures and estimate were done and taken on May 21/22, 2024, and were not part of the original estimate and pictures that you sent to us in April 2024. Therefore, since the new estimate and pictures are 2 months later and werent noticed on the first estimate, we will not be sending an additional $750 to get scratches fixed. We will not accept any further responsibility

  Customer Answer

  Date: 07/15/2024

   
  Complaint: 21849037
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************** What about the ********************** on your Arrigo family advantage.Is isn't transferable.Your sale **** lead me to believe it was a Ceramic Coating! it should be called Arrigo we take advantage plan!Your sold me a car that was in hurricane!That were the damage came from. I bet you you have what it cars down there too from the last storm or flooding down there and I bet that you're selling them and lying them to people too.Im asking any person who wish to get together an all of use will *** these people.Here my E mail [email protected] think My step or our next step to contact the district attorney and get them for fraud..One star rating I wont rest until I get my 3750 dollars.plus damage.

• Initial Complaint

  Date:05/14/2024

  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.

  Its pretty simple I bought a car and made a deal on 42k and I put down 25k. So that leaves 17k my loan should be for 17k they put it at 21.5k they added charges that I did not approve. Its be very difficult trying to resolve this issue. And my wife bought a jeep and they added extra charges to her also. And on my instead of my car being 42k it shows 46 plus. It all comes down to finance manager I blame him for this plus a dishonest dealership. So they owe me a 4500$ credit.

  

  Business Response

  Date: 05/16/2024

  BBB,

  Our managing partner *************************** spoke with this customer. We have scheduled an onsite visit between the customer and ************** for May 22nd @ 1pm.

  Sincerely,
  

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

  Customer Relations Manager

  Email......********************************************

  Mobile.. ************

   

   

   

  

  Business Response

  Date: 05/20/2024

  BBB,
  

  Our managing partner *************************** spoke with this customer. We have scheduled an onsite visit between the customer and ************** for May 22nd @ 1pm.
  

  Sincerely,
  
  ***************************
  
  Customer Relations Manager
  Email......********************************************
  Mobile.. ************
  
  

  

  Business Response

  Date: 05/22/2024

  BBB,

  Customer requested to change today's onsite appointment to 5/29 @ 1apm. He was ill.

  Sincerely,

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

   

   

  

  Business Response

  Date: 05/29/2024

  1pm 5/29/2024.. Called customer to confirm today's 1pm visit with **************. Appointment rescheduled as customer advised he was not able to confirm appointment. I provided him with my direct contact information and sent him an email invitation for our 3rd appointment on June 6th @ 3pm. 

  

  Business Response

  Date: 06/07/2024

  BBB,

  Mr. and *********************** came in yesterday 6/6/2024 and met with our Managing Partner *************************.. ************** reviewed in detail their individual vehicle transactions and the benefits of their vehicle warranty. Both decided to keep their warranty after his explanation. The confusion is now cleared up.   

   

• Initial Complaint

  Date:01/27/2024

  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.

  I recently had a disappointing experience at Arrigo Sawgrass. On Monday, January 22, I brought in my 2018 Challenger for a routine checkup due to an oil leak. The service advisor inspected the vehicle and, despite assuring me there was no leak, recommended attention to the front caliper and rotors. I received a call on Saturday, stating that my car was ready for pickup.However, upon settling the bill and picking up my vehicle, I was shocked to find a substantial scratch on the center consolea blemish that was undeniably absent when I initially left my car with the service team. Despite immediately bringing this to the attention of my service advisor, the team seems reluctant to acknowledge the damage.In an attempt to address the issue, I spoke with the service manager, *****************************, who, unfortunately, dismissed my concerns, implying that the scratch was pre-existing and questioning my honesty. I want to emphasize that the scratch was not present when I entrusted my car to Arrigo Sawgrass. This experience has been a tremendous disappointment, and I am disheartened by the lack of accountability and professionalism displayed by the team.While I understand that mistakes can happen, the refusal to acknowledge and rectify the situation is both disturbing and unacceptable. As a loyal customer, I had expected a higher standard of service from Arrigo Sawgrass.I hope the management takes immediate action to investigate this matter thoroughly and address the concerns raised. Restoring accountability and professionalism would undoubtedly enhance the overall customer experience.

  

  Business Response

  Date: 01/29/2024

  Dear Mr. ********************** the owner of Arrigo Sawgrass Automotive, I do not accept anything less than 100% satisfaction from all my customers at my dealership. I hold everyone in my dealership to the highest of standards and have instilled that culture throughout the dealership. After researching your concern and consulting with my Fixed Director. I want to let you know that we do take accountability and responsibility towards any mistakes that we make in our shop, but unfortunately this is not the case. Not sure how you can question our honesty and loyalty when you brought the vehicle in for a checkup and an oil leak, and we were the ones that told you did not have a leak. The work performed due to our inspection was front brakes and calipers, which does not ***** in absolutely nothing with the interior of your vehicle. The fact that the vehicle sat in our lot for 5 days waiting on parts does not mean that we were working on it for 5 days. I do understand that my director offered you the trim piece at our cost and even install it free of charge. We do not accept your allegations but are still willing to show you that we do value our customers and provide great service. I hope we can get this taken care of and we can continue servicing your vehicle and providing exceptional service. 
  Sincerely, 
  ******************;

  Customer Answer

  Date: 02/04/2024

   
  Complaint: 21209829
  
  I am rejecting this response because:

  Dear **************,
  Thank you for your swift response and the thorough investigation into my concerns. I appreciate the efforts you and your team have put into resolving the matter.
  While I understand that the work performed on my vehicle was related to the front brakes and calipers and not the interior, my primary concern remains the scratch that appeared on my car during its time at your dealership. I entrusted my car to Arrigo Sawgrass Automotive in good condition, and unfortunately, it left with a noticeable scratch that was not present when I brought it in.
  I appreciate the offer regarding the trim piece at cost and the complimentary installation. However, I must express my disappointment that I am being asked to bear the cost of resolving an issue that occurred under your dealership's care. It is challenging for me to accept responsibility for an incident that happened while my car was in your possession.
  I believe it is fair to expect that my vehicle should be returned to me in the same condition as when I brought it in, and it is disheartening to find it in a less satisfactory state. I kindly request a reconsideration of the resolution, and I am open to discussing alternative solutions that would not require me to bear the financial burden of the scratch repair.
  I hope we can find a mutually agreeable resolution to this matter, and I remain hopeful that we can continue our relationship on a positive note.
  
  Sincerely,
  
  ********************

  

  Business Response

  Date: 02/07/2024

  Dear Mr. ******************* you for understanding and observing all the efforts in resolving this issue. As I previously stated, I wont settle for anything less than 100% customer satisfaction. I have many processes and procedures set in place to protect customers and their vehicles at my dealership. The repairs made do not coincide with the damage you are claiming happened when we serviced your vehicle. Stating this, I cannot accept responsibility for something that we did not do, simply because the vehicle was here for a repair. For this reason, I am still willing to offer you the parts at my cost and my service department will even install them at no charge. I hope we can get this done for you and continue offering 100% customer satisfaction.
  Sincerely,
  ******************;

  Customer Answer

  Date: 02/14/2024

   
  Complaint: 21209829
  
  I am rejecting this response because: Dear **************, Thank you for your response, but I cannot accept your current offer. I entrusted my car to your dealership with no scratches on the console. Upon picking up my vehicle, I was surprised to find the new damage, which was not present before. While I appreciate your efforts to offer a solution, accepting parts at cost and free installation does not address the core issue - the damage itself. Your explanation that the repairs made do not correlate with the new damage is concerning. My car was left in your care, and it came back damaged. This breach of trust necessitates a more comprehensive response. 
  Sincerely,
  ********************

• Initial Complaint

  Date:01/04/2024

  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.

  My husband took our 2016 Dodge Journey (97k miles) for an oil change and inspection on 1/2/24. The inspection summary noted two urgent items, the drive belt needed replacing and automatic transmission servicing due to a leak in the trans pan. We spoke with the service technician about price and time, we okayed the oil change, trans service, and belt replacement, then they started the work. Estimated completion time was 6/6:30pm that day. About 6, the tech called and told us our flex plate was broken. There was zero indication it was broken prior to their work- nothing was noted in the summary or by the mechanic doing the trans service. Tech said he would talk to his manager to work with us on fixing it. 1/4, we were told it would be $1,165.37 to fix the flex plate (that wasn't broken until after they finished the work we approved). My husband went in- talking to the manager proved useless. He refused to fix the issue they created, claiming he was trying to work with us because it was supposed to cost $2,400 to do. He accused my husband of wanting free mechanic work when my husband had already stated we would pay for the work they had already completed (oil change, trans service, belt replacement). The manager said it is unsafe to drive and insisted my husband pay to let them fix the part they broke. After five times of telling him they reached an impasse, my husband was finally allowed to collect the vehicle. The service tech drove the vehicle from around their lot, but they insisted the car is unsafe to drive. We paid a tow truck $150 to bring it to our house. This flex plate was replaced by them in 2019 at a cost of $1,400. A flex plate -should- last the lifetime of the vehicle most of the time and shouldn't need replacing twice inside of 4 years. No indication of damage prior to them resealing the trans pan, thus they should have fixed, at their cost, the part they broke. Now our family of 4 is out of a car and we need to quickly fix that problem.

  

  Business Response

  Date: 01/05/2024

  To whom it may concern,

  On the morning of January 2nd ****, ****************** dropped off his 2016 Dodge Journey for a routine maintenance oil change and inspection concerning possible dried rotted belts. Once the vehicle was in the shop to perform oil change and inspection on the belts, our certified technicians record a video on our dealer system called ********, which is sent to the customer. In that video the technician goes over what is being performed along with a multipoint inspection. Based on the conditions of the vehicle along with age/mileage, the technician makes proper recommendations to keep the vehicle in optimum level. At this time we recommended a transmission service due to record history and mileage, along with the drive belt that was a customer concern. Customer approved repair and we performed the work. During the process of the transmission service, our technicians are trained to look around and make sure everything is within specs. He noticed thru the 2 inch opening on the bellhousing something looked off. He discovered a line crack on the flexplate. We researched the history of the vehicle once again and noticed that the customer had previously replaced the flexplate in 2019. We have a 2 year unlimited miles warranty on both parts and labor for all work performed by us. Unfortunately, this previous repair was way out of warranty but due to the fact we value our customers. I reached out to FCA ( our factory rep) to see if we can assist in any way since the repair was around $1000.00 dollars more than when he previously did in 2019. I was not successful at this attempt but I was willing to help out at our expense. We reached out to ****************** at this time and explained to him what we had found on his vehicle. He showed up at the dealership and personally spoke to me. He voiced his concerns and kept on stating that we had damaged his vehicle. I educated ****************** on the location and function of the flexplate since it had nothing to do with the work performed, but he kept on insisting we should repair the flexplate at no additional expense. I also explained that the repair now normally cost ******* but I was willing on not only matching but beating the price he paid in 2019. Unfortunately, no part last a lifetime like ****************** stated, and that's why we back our customers up with our 2 year warranty. He still was not agreeing and decided to take his vehicle that I recommend not to drive since the outcome can be much worse if the flexplate actually breaks off. At this time we reduce his maintenance bill showing our wiliness to work with our customers and he takes his vehicle. At no time I accused ****************** of wanting free mechanic work nor we will ever hold anybody's vehicle hostage. We just have to document on the customers RO all the decline repairs for future reference. I am still willing to give the Cropper's family the price we discussed and provide exceptional customer satisfaction.

  Thank you

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

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 21098253
  
  I am rejecting this response because:

  Below is from my husband, *********************** *******, as he was the one at the dealership during this incident.

  First, I never pointed a finger as to who damaged the vehicle. I only stated that since my wife and I had gone through the issue of having a broken flex plate 3 years ago, none of the indicators from the previous repair were present while we had been driving the vehicle leading up to us dropping it off at Arrigo for a simple oil change.
  

  Next, I never insisted that anyone repair the flex plate at no additional cost. I stated to the manager and service advisor (****) during the meeting that we were at an impasse on finding a resolution and that I would go through channels outside the dealership to find a resolution. I told the manager (***) and **** five times that we were at an impasse. At no point prior to the first four times of me stating this did *** or **** give me or make any movement to get me my keys. He was emphatic and was framing the broken flex plate as if the car is a death trap to drive. He also tried manipulating my emotions by use of guilt by bringing my two young children and wifes safety into it. He said something along the lines of I would hate for you to be driving and something happen to your daughters or wife a week, month, or year from now. That is an unacceptable manipulation tactic. I made no mention of my children other than needing to gain possession of their car seats, even if it meant I left my vehicle and walked home with them.
  

  Finally, *** indeed DID accuse me of wanting free work by stating that if I took the vehicle, I would be leaving with a bill. At this point,because it had been 5 times that I stated we were at an impasse, I had reiterated that in the very beginning of the conversation I wanted my car seats and I would walk home if I needed to.  I had also already agreed to pay any performed services as indicated on their service portal. After hearing the threat of a bill, I responded in disbelief by saying,MOTHER F****R, WHAT ****?. I explained my frustration while looking at **** because I had already stated that we had reached an impasse five times. After stating that my vehicle was not safe to drive, I found it odd that **** drove my vehicle to the front, looked me in the eyes and told me that the flex plate is broken. It was only at this point that I finally received my keys. That knowledge of a damaged flex plate led me to take precautions and pay for a tow truck to have my car transported to my home.
  

  It is unfortunate we are seemingly still at an impasse as this dealership has yet to offer anything resembling an acceptable solution for us. So no, we will not be accepting the response and potential agreement the business is offering at this present juncture.
  
  Sincerely,
  
  *********************************

  Customer Answer

  Date: 01/08/2024

  My wife and I find it very unsettling that *** (manager)stated his mechanic completed a multipoint inspection and it was only after they completed the work we approved based off of the inspection summary, that we were notified of any kind of issue regarding the flex plate. Its odd that a multipoint inspection was completed before anything else, but there was no mention of any discrepancies in the flex plate. The mechanic did the inspection,took a video of the inspection for their online portal, and did a summation report, yet nothing given to us alerted us of an issue with the flex plate. The mechanic noticed an issue with the flex plate once he was doing the transmission service, according to ***, yet **** (service advisor) told me on the phone that Well I got good news and I got bad news. I replied, Give me the bad news first. Then he continues, we turned the car on and the flex was broken, BUT the services were completed.
  

  The mention of this hairline cracked/broken flex plate, and the accompanying price of $1,165.37 (or the retail price of $2,400) was not listed on the service summary that we were initially sent.
  Based off of the events that occurred, its reasonable to follow this chain of events: first, the dealership alerted us of urgent repairs that we approved the work of.
  Second, after the dealership completed these repairs, now all of a sudden they found another urgent issue needing repair that were supposed to simply accept has always been broken even though we had no indication from the vehicle prior to them gaining possession of it.

  All of this leads us to question the integrity and ethical compass Arrigo upholds. How thorough are their mechanics doing if something this serious was missed during an inspection? How is it possible that we are being told the flex plate was noticed as broken at two different times? **** initially told me on the phone January 2nd that the flex plate was broken and it was noticed after the urgent work was completed and they turned on the car.On January 4th, my wife went in and spoke with *** and he said, he [the mechanic] noticed through the 2 inch opening on the bellhousing that something looked off inferring that he noticed the flex plate was broken while he was doing the work we approved. Either it was noticed before they turned the car on after completing the service, or it was noticed before it was completed- both cant be true. Things are not adding up with what we are being told and when it happened.
  
  How trained are these mechanics that they missed something that severe on a formal multipoint inspection? Why werent we notified of the broken part immediately upon the mechanic finding it? Why werent we shown a video or at the very least a picture (that they supposedly have) of the broken flex plate? The only logical conclusion we are left with is to assume that the initial flex plate replacement must have been done incorrectly by them or that somehow the flex plate was damaged while the transmission was being serviced. We neither trust this dealership anymore nor do we want them repairing anything on our vehicle moving forward due to how theyve conducted themselves regarding business practices and customer relations up until this point.

  Im attaching call logs and text messages so the timeline of when and what we were notified can be seen. The vehicle was dropped off 1/2/24. You can see the time stamped text messages starting Tuesday (1/2/24) starting at 10:11 am with the link to the video of the inspection. There is a screenshot of the work Arrigo annotated the vehicle needed on the inspection report. **** called my phone 1/2/24 at 5:11 pm notifying us the work was completed and the flex plate was broken (5 min phone call).
  

  This incident caused our family an astronomical amount of stress along with causing an excess of roughly $25,000 in unexpected financial burdens.To some, that amount may not be much, however as two disabled military veterans with small children, that puts an extreme strain on our familys financial future.

  

  Business Response

  Date: 01/10/2024

  Dear The Cropper family and BBB 
  As the owner of Arrigo Sawgrass Automotive, I do not accept anything less than 100% satisfaction from all my customers at my dealership. I take great pride and have invested millions of dollars in my service department to be able to provide exceptional customer experience. From the moment customers drive up to my service drive, to the 55+ certified trained technicians that work on our customers cars. Not to mention all the state-of-the-art tools and equipment in our massive facility. One of them is our new video inspection sent to all our customers, which we have received amazing feedback from thousands of our monthly customers. That said, I am concerned about our disagreement. I dont see where my service department failed to provide exceptional service to you and your family. Our profession is quite simple. Customers bring us cars in need of service, and we perform whatever task is agreed upon before and once in the shop we make recommendations according to conditions. Whether the customer agrees or declines repair, we must inform the customer of whatever we find with their vehicle. You willingly bring your vehicle in for service which was not 100%. We provide maintenance work and do recommendations for repairs. During the time the vehicle is at our shop we notice something that needs immediate attention, which is an essential and a safely requirement in our line of work. Now, our integrity and **************'s knowledge are being questioned due to a repair needed on your vehicle. Proving that we are 100% for our customers, we researched all history on repairs you had performed, to see if it's backed up by our manufacturers 2-year unlimited warranty on parts and labor. My service director contacted the manufacturer asking for one-time assistance because you had done this repair about 4 years ago. Unfortunately, he had no luck but decided to still assist you with an incredibly reduced price for the repair. Not to mention, he also discounted the services you did approve. I regretfully believe that we are unable to reach a consensus at this time, and you should regretfully take your business elsewhere. 
  
  Sincerely, 
  ******************; 

  Customer Answer

  Date: 01/10/2024

   
  Complaint: 21098253
  
  I am rejecting this response because:
  
  This is nothing more than regurgitating what I said the day I came to the managers office. When I wanted nothing more than to just receive my kids car seats. When I had to state no less than 5 times that we had reached an impasse but got pressured to pay for further unwanted services thru the dealership. When I wanted to take my business elsewhere peacefully and gracefully. Instead, I got met with manipulation tactics which Im proud to say did not work. As the owner you should be ashamed that those under your establishment would use the thought of a mans family being harmed as a means to make any amount of profit. You should also be ashamed that it took a customer 5 times of saying that an impasse has been reached before your staff made a move to get my keys. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:12/23/2023

  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.

  on oct 28, 2023 I took my 2023 ram **** to arrigo dodge saw grass **** ***********, ******* **. for its first oil change and tire rotation since its purchase in may 2023 since the oil change indicator light came on, The lock tire lugs were all on and secure, had no issues and had not been taken off, no one else had ever rotated the tires, however the tech, gave me a video saying that who ever put the lock lug on the passenger side front tire had damaged the tread and he couldn't get get it back on and that i should take it back to them for repair. as i said no one had ever changed or rotated the tires before this and the damage must have occurred when this rotation was being done. instead of repairing it they blamed it on someone else , charged me 172.15$ and sent me away with a damaged and unusable lock tire lug. I feel they should own up to the damage and repair it as they should have at first

  

  Business Response

  Date: 12/26/2023

  I'm sorry to hear about your experience at my dealership, I will look into this matter ASAP and reply back to you within 48 hours.

  Thank you

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

  

  Business Response

  Date: 12/26/2023

  Good morning,

  On the morning of October 28th and 9:12am ********************** brought for the first time his Ram **** to our service drive for an oil change and tire rotation. At the time to get the work performed, the oil change was done but when our certified technician went to take off the wheels for the tire rotation, he noticed that one of the wheel locks was not coming off ( when this happens it is normally due to mounting it cross threaded ). We then researched the history of the vehicle and realized that he had not purchased the vehicle from our dealership and even had two previous service visits to the selling dealer ( Autonation Chrysler Dodge Jeep Ram ). We spoke with ********************** and explained to him what we discovered. He simply just blamed us even though we had never taken off his wheel locks. We offered to do the work if he wanted to pay and then get reimbursed from the Autonation store, but he refused. 

  We strongly believe that this complaint is invalid and need this complaint removed. We take great pride and stand by all of our customers and the work we perform. We had never worked on the vehicle before, and wheel locks do not come on the vehicle from the factory. They are selling dealer installed. I will still honor my offer of performing the work at a discounted rate if ********************** is still interested.

  Thank you very much for your time

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

  Service and Parts Director

• Initial Complaint

  Date:11/07/2023

  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.

  I went in to buy a hybrid minivan. They had 3 on the lot. The representative said the cheaper 2 hybrids had a recall and that they didnt qualify for the ev tax credit. Which both statements were lies. Then proceeded to try to sell the more expensive model. And told me that he would give me a great price for my trade in to help me buy the car. Then proceeded to low ball me on my truck. Then refused to give me my keys of my car so i would leave. I think the way the run there business is unprofessional and down right criminal. Refusing to give my keys so i wouldn't leave

  

  Business Response

  Date: 11/08/2023

  I like to start off with an apology on behalf of my staff and me, We dont do business like that what so ever. My sales staff is trained to make sure they sell customers what they want, they go through a needs analysis sheet to narrow that search down. Im not sure what happened in this case but it seems from what you wrote that they didnt follow process. I would love to investigate this situation future, can you give me some details like : Who help you at my dealership Name, what day did you visit my dealership, what are the details of your trade ie: vin number, make & model. I will investigate this asap once I get all of these details and I will get back to you, This is unacceptable to me as the owner and I want to make sure this those not happen to anyone else. I also would like to extend an olive branch, I would like to get involved personally in selling you a car. If you can let me know the car you are interested in and some small details. I will work your deal personally and make it worth your while.  
  Looking forward to hearing from you. The sooner you can get me those details the better.

  Thank you

  ******************;

  owner

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