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:09/05/2023

  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 2021 Jeep Renegade on August 24, 2023 from Arrigo Dodge. On September 5, 2023... only ********************************************************************** ***********. I have attempted to call the dealership but no response has been offered. I do not wish to continue my contract with this purchase. It has costed me money to have it towed, stay in a hotel and continue my vacation as well. I request full reimbursement for this too.

  

  Business Response

  Date: 09/06/2023

  We are very sorry to hear that vehicle issues caused an interruption of your vacation. Every single vehicle goes through thorough inspection prior to being offered for sale. And on 8/24/2023 vehicle was in a perfect working condition. Unfortunately, at the end of the day it's a machine and we cannot predict what is going to happen with the vehicle in near future. But we do stay behind our product and will be more than happy to assist you with all necessary repairs as well as assistance to cover your towing costs and accommodations. We will be calling customer this morning to follow up.

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20560695
  
  I am rejecting this response because:

  It's is utterly unacceptable 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/12/2023

  I'm sorry that you reject this answer put its the truth sorry. If you would like we can set up a phone call to discuses this matter further?

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20560695
  
  I am rejecting this response because:

  The vehicle in question has been in service for a second time and I am once again stranded in ****, ******* which is 9 hours from my home in *************.  I have been stuck here since Sunday,  September 10, 2023.It has become extremely difficult for me to just wait around while you decide on how to proceed. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/16/2023

  It's been 4 days since my responds and i still have not recived a phone call to see if i could help out in any way??? Can you please call me ************

  

  Business Response

  Date: 09/16/2023

  Arrigo Management has been in constant contact and trying to assist in any way possible since being made aware of the situation. Phone calls, text messages, arranging tow trucks when needed, facilitating extended warranty information, speaking to out of state dealership personnel for updates and guidance in attempt to rectify situation. Client has made her way back to ******* and as agreed upon this morning client will be coming by dealership on Tuesday, 9/19/23, to further discuss possible reimbursements.

• Initial Complaint

  Date:09/05/2023

  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 Friday Sept 1, I went into Arrigo Sawgrass in response to a mailer to trade in my older Jeep Grand Cherokee. I made a decent deal and asked to get my old trailer hitch back from my old car. Was told not a problem, the salesman would hold on to the hitch for me. At the dealership, I noticed scratches on the inside passanger seat panel. Was told this would be taken car of. The very next day, after making the lease deals and returning my old vehicle, I was told I was going to be charged for labor. I then noticed dents on the outside fender. I complained about having to pay for the labor that was never told to me before. I went in on Tuesday and expressed how unhappy I was with the customer service wanting to charge me extra, the scratches on the inside and dents on the outside. I was told to leave the car for a day to fix. They provided a lyft service for me and gave the driver the wrong city. The driver was not able to reroute, only the dealership, which was not answering their phone. At this point, I am not happy with the car, service or customer service. Was then transferred to the sales manager, ******. Which said he would do whatever he can to get me into another car. Apparently this car loan was already sold to We Financial on labor day. Upon reviewing my contract, it doesn't seem they gave me credit for my trade in vehicle.

  

  Business Response

  Date: 09/05/2023

  In regard to this complaint, we had numerous calls made on Tuesday September 5th and believed to have come to a resolution of the problems. We paid for hitch to be removed from her trade and return to her. Scatches are being repaired to new. After reviewing the deal, we confirmed that the equity that she had, was applied towards the deal. We have a phone call pending for Friday morning with the ** of the store to make sure she is completely satisfied with everything. After last phone call early afternoon, we were under the impression that ********************* was satisfied with the remedies. 

  Customer Answer

  Date: 09/07/2023

   
  Complaint: 20559337
  
  I am rejecting this response because:
  

  Repairs were to be made on ******** ******* manager told me should take 2 hours. Its been 2 days with no response from dealership. I called 3 times on Wednesday, left messages each time, wrote on the website chat, emailed , all with no response at all. I called We ***************** this morning since I was told by ******, the sales manager, that we can do nothing about this vehicle because the loan was already processed and at We *****************. I spoke with an **** at We Financial and he confirmed they have yet to receive this loan. He confirmed with another department that it hasn't been received and maybe not yet processed. ****** is misleading and has lied upon the many other issues I have mentioned before.

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

  Customer Answer

  Date: 09/07/2023

  Update from 9/7. I wish to notate I would like to continue this complaint. Upon a meeting with the Director at Arrigo, Mitra, I notified him as well the imperfections on the vehicle and he stated this is a factory defect within 5 mm. There is nothing they can do about the dent on the outside driver side panel. I also expressed to him in the way I was treated by his sales manager which threatened me with legal action earlier today if I did not take possession of this vehicle. I already notified Mitra that I would be continuing on with this complaint.

  

  Business Response

  Date: 09/08/2023

  I have had multiple managers try to help you, I'm being told you have buyer's remorse, and there is nothing we can do to help you, at this point unfortunately you do own the car and as the owner of the store i would love the opportunity to meet you in person and see if there is anything i can try to do to make you feel better and try to help. Let me know what day next week works for you to meet with me in person please.

   

  Thank You

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

  ************ Cell phone.

  Customer Answer

  Date: 09/12/2023

   
  Complaint: 20559337
  
  I am rejecting this response because:

  It is highly insulting that you claim I have buyers remorse. I left my car for a repair last week from Tuesday-Thursday. There were scratches on the passanger side seat and a misalignment on the driver side panel next to the hood. I showed **** and ******* and they said they would take care of this. After your service center had the car for 2 days, I was told everything was taken care of. Even on Thursday when I got there to pick up the vehicle, everyone claimed everything was taken care of. When I approached the vehicle, I noticed the misalignment had not been worked on. This is when ***** told me that Jeep has a 5 mm tolerance on any of their vehicles. I put a call into Jeep on Friday and they refuted this claim. There is a case open with Jeep and I am waiting on a call back. Your claim of me having buyers remorse is one more reason I would never shop here again, after 5 vehicles in 10 years. I am glad this is on record. I would like to also know when your company had claimed to fix the issue when they clearly had no plan on doing so.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 09/16/2023

  This customer is unrealistic and not rational whatsoever, We have made many attempts on contacting this customer and trying to resolve the is***s, we have had no luck whatsoever. I even tried to set up a in person meeting and got blown off and told that she is reaching out to the manufacture and going to *** me. So I'm not sure what else i can do.

  Customer Answer

  Date: 10/13/2023

  As you were made aware before in my complaints, I was told by ***** at Arrigo Sawgrass, that my new vehicle was not able to be fixed because Jeep has a 5 millimeter tolerance on misalignments/dents. I since then filed a claim with Jeep corporate and was made aware that claim was incorrect and they will reach out to Arrigo to have my vehicle fixed. On top of all of the previous complaints that I have had, and expressing those to Mitra, which he claims he is the **'s right hand man, he then lied to me and did not want to fix my vehicle. I was told by the ** previously that my complaints were coming from 'buyers remorse', which is extremely wrong, and he is apparently not listening to my complaints. I am not sure why I was lied to and why I had to go through Jeep corporate to get my vehicle fixed, when Arrigo had my car for 2 days and did nothing. 

  Customer Answer

  Date: 10/13/2023

  At this point, I have also filed a complaint with the FLHSMV, I truly believe the way I have been treated, spoken to, dismissed and lied to is unethical. I will take all the necessary steps I need to make sure this dealership knows they can not treat a long time customer this way. 

• Initial Complaint

  Date:08/21/2023

  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 08/07/23 I left my 2018 Jeep Cherokee with ****** mi at the ********* of Arrigo Sawgrass to have the ********* filter changed, fuel injector/fuel induction service. Afterwards I received a ph call saying that oil was pooling up on the eng valve cover and the spark plug tube gaskets were leaking fouling the spark plugs and that all should be replaced. Later that afternoon I received a call that the vehicle was done so I drove down to pay the bill of $1,343.77. Later on 08/14/23 I received a phone call from Arrigo CDJR reminding me that I have an appt to bring my car in for service. I told them that I didnt have an appt and had already had the car in there on 08/07/23. The person from Arrigo says to never mind and they will cancel it. The next day a salesman form Arrigo calls me and states that he wants to buy my car. I tell him that Im not interested because he just wants to sell me a new car, At that point Im thinking what in the world is going on at that place so I go out to my car to inspect what they have done as I have only driven it about 70 mi. My 1st issue is the hose clamps on the air filter box and throttle body were loose and never tightened back up putting the injector and induction service I had just paid $99.95 and $154.95 in jeopardy. 2nd issue is that there seems to be clean oil pooling up in valve cover bolts holes by the spark plug tubes. 3rd issue is that the service tech had to remove the spark plug tubes and valve cover to put new gaskets in and didnt clean the valve cover around the spark plug tubes leaving it filthy. 4th I was charged I was charged$129.00 for1hr labor to install 4 spark plugs, but they had already had the ignition coils and spark plug tubes removed for the gasket service and anyone could have installed the 4 spark plugs in less than 10 minutes. Lastly I was charged $64.86 for disposal of unknown items. Oil? Dealerships of this size usually recycle their used oil.

  

  Business Response

  Date: 09/05/2023

  To Whom this may concern.

  Arrigo's core values revolve around 100% customer satisfaction. After reviewing the work order provided by client, I did not see anything that would violate any company policy. Keeping in mind that we strive for full satisfaction, I would like to invite the client back in to further inspect or resolve any concerns client may have relating to services performed on his vehicle. We fully stand behind and warranty any and all work performed at our repair facility. 

• Initial Complaint

  Date:08/15/2023

  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.

  The dealer refuses to refund me for the warranty. I have contacted the dealer many times via email and phone and they refuse to return my calls.

  

  Business Response

  Date: 08/16/2023

  I'm so sorry to hear you have had a difficult time canceling your warranty, we are typically fast on getting this done for our customer. Who have you spoke to at my dealership? i will have my F/I admin reach out to you asap and get this handled for you. What is the best phone number to call you on??

  My cell phone number is ************ call me with any questions.

• Initial Complaint

  Date:07/05/2023

  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.

  In May of 2023, I leased a vehicle from them. I won't get into that process/issue/unsavory business practice. My issue is with the form of false advertisement/practices. Arrigo automatically applies window tint to their new vehicles, and forces buyers to foot the bill. It's list as $399. Ok, I agree to the purchase. What they did not/do not disclose, is that on SUV's (at least mine in particular), they do not apply window tint all around. Only to the front driver and front passenger windows. One would be lead to believe that if you tell me you apply window tint, it's the full vehicle, especially at $400. If you purchase a new car from them, it would be listed identically, yet have 5 windows tinted. My Jeep had two. Not even the front windshield ********** wasn't until recently that I discovered this by examining the back windows.

  

  Business Response

  Date: 07/24/2023

  We are looking into this matter & will contact customer and try to resolve matter.

• Initial Complaint

  Date:06/03/2023

  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 purchased a 2021 ****** Rav 4 from Arrigo sawgrass CJSR around Feb *************************************** the vehicle done there. On May 17 , 2023 I has driving my vehicle to work on the highway when I felt a vibration in the rear passenger area, and I exited the highway to try to make it to a service shop to see what was going on. As I made my way on a local road, I felt the car slam into something from behind, and I saw a wheel roll down the road in front of me. Apparently, the wheel tore off the hub, tearing out all but one lug. It was very distressing. I am a mother of three, and thankfully none of my children were with me. Also, thankfully I had the wherewithal to pull off of the highway. Had I been going at highway speeds, I could have been severely injured or hurt someone else. I had the car towed to Arrigo as they were the last shop to service the wheels (A tire rotation in December 2022). They conceded it looked like a loose lug had fallen off causing the wheel to be unstable. Some related facts are that the car had a flat tires around October 2022 and a family friend patched the tire PRIOR to the tire rotation, and a different wheel. Also, the car had an oil change at a different shop in March 2023, but did NOT undergo a tired rotation or any tire service. We have the service contract from the other facility to prove this. Arrigo informed us that because it had been over 5 months and over ***** miles since the tire rotation, they were not responsible for the wheel falling off. A manager ***** was helpful in facilitating repairs to the vehicle, but he informed us that Arrigo did not believe it was possible for a loose wheel to take so long to fall off based on anything they had done. However, from our perspective, regardless of the gap in time, Arrigo was the last shop to service the wheels, and we feel as though they should have covered the costs of repairs, parts, and car rentals. Will attempt to include pictures of damage to car.

  

  Business Response

  Date: 06/05/2023

  To Whom this may this concern,

  on  5/17/23 the vehicle appeared on our service drive, obviously towed in because one wheel, passenger side rear, had fallen off. Immediately we saw the cause of the issue was lug nuts, due to the damage to the wheel and oblonged lug pattern noted. After speaking to client and taking a closer look at the vehicle, we discovered that the there was some other consequential damages, such as broken wheel studs, damaged wheel speed sensor, along with some exterior trim pieces, fender flare etc. Client stating they were 100% sure Arrigo was at fault for this incident due to an oil change and tire rotation that took place 12/26/22 at ****** miles. *** fact that the tire that fell off also happened to have a nail in it, leads us to believe there is some missing information. After the 12/26/22 visit to Arrigo client also had a separate visit to an 3rd party maintenance shop on 3/31/23 at ****** miles, also during that visit nothing was noted in regards to lug nuts left loose or overtightened. It is in our professional opinion Arrigo Sawgrass cannot be at fault for this. We as a facility however did try to make the best out of a bad situation and offer to help correct the situation, without taking responsibility of the incident.  Client and I spoke several times with options on how to resolve this, client chose to get insurance involved, and vehicle has now been repaired and back in clients possession, since Saturday 6/3.

  Customer Answer

  Date: 06/05/2023

   
  Complaint: 20140721
  
  I am rejecting this response because:

  Please note that I made Arrigo aware of the change of a flat tire that was positioned at the passenger front tire at the time of flat (in August or September of 2022).  At the timing of this incident this tire was now located at the passenger rear. This appears to be consistent with the information that Arrigo has at the timing of the tire rotation (tire was rotated from from front passenger to back passenger). Also, Arrigo is aware that a third party did last oil change but did not do any service on the tires (no tires were removed). I have full documentation of that service. It is correct that I got insurance involved because Arrigo did not want to take responsibility for what occurred. Therefore, in order to have my vehicle returned to me I had to get insurance involved in that I rely on my vehicle for my livelihood. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/19/2023

  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.

  On Thursday, April 13, 2023, I picked up my 2021 Ram from Arrigo Sawgrass after it was towed there for not being able to start. I admit, I did not inspect the vehicle immediately. The following day, I observed a large dent on the rear area near the back window. I checked my surveillance cameras and the damage was present when I arrived home from the dealer. Friday afternoon I brought the truck in and made contact with Service Advisor ********** who agreed that, based on where the damage was, it could have occurred by the vehicle being bumped into a car lift. He advised that his service manager, *****, would request access to the dealer's video footage and review it. On Monday, April 17, 2023, I went to the dealership to attempt to find out if the footage had been reviewed. Service Advisor **** was off, however I spoke to a different advisor. I then requested to speak with Service manager *****, who refused to come out and speak with me. *Insert first red flag* however, ***** told the service advisor, to tell me to come back tuesday when my original service advisor would be working. On Tuesday, I reached out to service advisor **********, who *shocker* told me that service manager ***** was working at a different dealership that day. I simply want this to be investigated so my vehicle can be fixed. I feel like this *** be getting delayed also so any footage *** overwrite itself. Lastly, why would a service manager (*****) refuse to speak to a customer when he should have been investigating this issue.

  

  Business Response

  Date: 05/16/2023

  I spoke to Mr. ***** style="font-family: *******, sans-serif;"> ********************************* this evening he is completely satisfied. His vehicle was repaired on 04/21/23 and he his happy with the outcome. He no longer have any complaints.

  ***** style="font-family: Verdana, sans-serif;"> 

  ***** style="font-family: Verdana, sans-serif;"> 

  ***** style="font-family: Verdana, sans-serif;"> 

  ***** style="font-family: Verdana, sans-serif;">Thank you

  ***** style="font-family: Verdana, sans-serif;">*******************

  ***** style="font-family: Verdana, sans-serif;">General Sales Manager

  ***** style="font-family: Verdana, sans-serif;">Arrigo Sawgrass CDJR

  Customer Answer

  Date: 05/16/2023

   
  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.
  

  Parts manager *** was a great manager and took care of the issue without hesitation.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:03/30/2023

  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 January 3, 2023, we took in our van for an oil change. ******************************* service advisor was the person who helped us. Immediately upon getting my van back I noticed that the drivers door was not opening or closing correctly, was stuck, and making a loud popping noise. I also noticed that the plastic along the bottom drivers door side was out of place. I brought the issues up to **************** who agreed that it did not sound right. **************** pushed the plastic back. **************** inspected both doors and stated that the drivers door ***** did not look right. The van was taken back into the shop. A service gentleman by the name of ***** returned the car to me and he explained that he lubricated the door hinge(still making popping noise). ***** went to get **************** who then brought the issue to his manager, Manager ******. **************** stated that they cant take responsibility for it because all they did was an oil change. He then told me to contact customer service and that maybe they could help because it was a body shop issue. Popping noise and a dent next to the hinge clearly visible/noticeable. The drivers door could not be opened without noticing the door getting stuck and the popping noise. I first emailed Arrigo on Sunday, January 8, 2023, with the complaint. On January 9, 2023, I was contacted by Manager ***** with the phone number **************. On Saturday, January 14, my wife and I visited Arrigo and met with Manager *****. Manager ***** looked at both passenger and driver-side doors and acknowledged the damage on the door and spoiler. Manager ***** advised the spoiler probably just needed new clips but he would need to get back to us ref. the door. Manager ***** advised that he would get back to us, the latest being on Tuesday, January 17. Tuesday, January 17, came and went and we didnt hear from Manager *****. I called and texted Manager ***** several times with no response. I have also emailed Arrigo several times with no response.

  

  Business Response

  Date: 04/01/2023

  My name is ***********************, I an the assistant to the General Manager at Arrigo CDJR Sawgrass, I am investigating this claim and will respond with more information in one or two business days.

   

  Thank you

   

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

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

  ************ mobile

• Initial Complaint

  Date:12/03/2022

  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 car back in July of 2022 that had a know issue that the dealer agreed to fix as part of the purchase agreement. After weeks of attempting to fix it, they were not able to. A rental was provided as a result of the inconvenience. The rental had charges for toll administration fees that were to be reimbursed by as promised by the dealer (see attachments). After months of following up with them, they have not reimbursed me for the fees and have stopped responding

  

  Business Response

  Date: 12/08/2022

  Good evening,

  I spoke with the customer and reviewed the fees with the rental company and plate pass. We will be cutting ************ a check for $92. He understands that will be the amount he will be getting reimbursed back. If he has any further questions or concerns, please feel free to contact me, ********************

  Thank you

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

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

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

  Customer Answer

  Date: 12/16/2022

   
  Complaint: 18520385
  
  I am rejecting this response because: I have not received the check for the amount to be reimbursed. Once I do, I can accept the resolution. As of now, I am still waiting and do not consider this to be resolved.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:11/21/2022

  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 11/5, went in for oil change and tire rotation and balance. When I arrived at the service center, I was asked by a service agent if anyone helped, 3 times within a 30 min span. When finally, an agent approached (*****) I was rushed with a disrespectful attitude out of the car with my 4 year old in the backseat.The service director caught an attitude, I asked if he could tone down his rude approach. He got aggressive and rushed off to another agent. It ended up being the same tone, same rude attitude. He was aggressive and rushed off to get another agent. It ended up being the same tone, same rude attitude. (The customer before me stated they couldnt find his car key. Not sure if that was the reason they had an attitude towards me and my daughter)After finally writing a ticket, they took my vehicle to the back of the shop. Not into the normal express oil change garage located directly in the front of the service center. When I received the vehicle on completion of service, it was running a little more sluggish than when first brought in. On Nov.18, 13 days later. My engine overheats and starts smoking. The coolant drained, the car smelled like oil was burning and it had to be towed to dealer where originally serviced towards the end of the day. The service director called the next day, in a demanding tone, telling me to pay diagnostic fee before any service is performed. And fee will be applied to any other labor charges. Disregarding the fact that labor was performed 13 days prior, within their 1 year service warranty. Refusing to apply their 1 year warranty on their labor. The service manager then threatened to charge a $100/day storage fee and place a Mechanics Lien on the vehicle.They have been trying to suggest buying a new car on multiple occasions. The vehicle has been purchased from and in good driving condition ARRIGO/******. With all service and maintenance handle, only by ARRIGO/****** with documents for proof.

  

  Business Response

  Date: 11/22/2022

  To Whom this may concern,

  This letter is in response to the BBB complaint filed by ******************* against Arrigo CDJR Sawgrass. The Vehicle in question was brought in by client on 11/05 requesting an oil change, no appointment was scheduled and he was checked in for his routine maintenance, before a repair order can be written up managers attention was already required due to clients confrontational demeanor. Service got completed in a timely manner vehicle was delivered back to client seemingly all OK. Fast forward to over the weekend vehicle again was brought in, from the initialization client was confrontational about accepting his standard diagnosis fee, knowing his car warranty has long been expired. Client refused to accept diagnosis, he was warned vehicle would not get inspected until signatures on RO accepting diagnosis fee, he was explained if the findings were related to any previous repairs there is a parts/labor warranty that manufacture offers for any repair done at our facility. Still the client refused to accept the diagnosis, he came to the dealership Monday 11/21 to speak to our service director. The conversation went around in circles back and forth still not finding a solution, client then agreed to a diagnosis fee, vehicle went into the shop to be diagnosed, found to be a leaking radiator. Client has been updated and know of the issues with vehicle and needed repairs. 

  Customer Answer

  Date: 11/23/2022

   
  Complaint: 18441152
  
  I am rejecting this response because:
  In response: 
  Warrant/Guarantee your work....Confrontation originated from the service director refusing to allow my child and I to wait while my child was asleep. Rather, he stood by my car and argued. He was kindly asked 3 times that my child and I wait in the car while they write up the ticket and when the mechanic is ready to pull in the vehicle we would step out of the vehicle. He couldve had a ticket written up to but instead chose to procrastinate and delay a mechanic take in the vehicle. 
  
  
  ******* stood inside of the drivers side door of my car where I was seated during his episode, as my child watched him in confusion. Disrespectful to our personally space, hovering over us in a confrontational manor. All while time was being wasted due to his pride or whatever reason.
  
  
  All preventative maintenance has been handled on my behalf. For this type of issue to happen is unlikely. Especially 2 weeks after the service director hold his confrontation and attitude before service. 
  
  
  (Note: Arrigo dealership has a drive thru express lane which requires no no advanced appointment and encouraged on many occasion, to use by their service advisors.)
  
  
  The cameras, that were made aware to me by the service director, can provide an exact time as to how long the service director had my child and we waiting to be serviced, (***** mins) in the express lane, waiting patiently. And also the service director disrespectful and redundantly wasting time, even after walking past the car on multiple occasions prior to finally writing the ticket. 
  
  
  A customer made me aware that the service advisors had lost his key after service was performed. The reason they past my car multiple time trying to locate a clients missing keys.
  
  
  When an advisor finally came to check in the vehicle in a rushed attitude, I asked if my child and I could wait out in the car until they were ready to pull take into service. (My child was asleep in the backseat). ***** the service director already in a mood prior, refused to accept and rudely continued to force us we have to go inside, all while waking up my child in the process. My child was already ill. I rose to defense because he refused and redundantly repeated himself nagging us to go inside. 
  
  
  No service video was provide which standard upon completion of service. The vehicle was taken to the back of the garage, not front of the shop where express oil change services were taken care of. 
  
  
  On Saturday 11/19, ****** text:
  
  
  If you do not agree to the $270 charge, that is a decline. As I stated, there will be $100 a day while we store your vehicle here.
  
  
  He also threatened to place a mechancs lien on the phone were if you don't pay the $270 he confirmed he had the option to waive. Knowing the vehicle was towed in unable to drive. 
  
  
  I addressed that this issue has been a repeat issue even after service has been performed
  in their garage. The vehicle has bee brought in for scheduled maintenance accordingly. And now my warranty/guarantee is being refused due to prejudice behavior initiated by the service director. Claiming to declassify the issue from the continuous cases starting in January 2022.
  
  
  Then during the circle of a conversation on Monday 11/21, it was stated by a previous service agent that the he recalled a known repeat issue with the coolant and he pressure and having the water pump replaced to fix the issue. Which had been serviced in January 2022. This, he look up in the system, has a warranty for 2 years under their parts and/or labor warranty. 
  
  
  All service has been performed at this dealership dealing specifically with this known issue and he is refusing to repair under their warranty/guarantee.
  
  
  I never refused diagnostic, I refused to believe I performed service on the vehicle two weeks prior to only have it towed right back to the shop for service after the service directors manic episode. The vehicle had been running well before that. Even better than before the oil change on 11/5.
  
  
  Im now requesting any fees occurred from 11/18 to completion of repair for vehicle be waived. As well as cover all cost for rental vehicle and current and follow repairs needed to resolve this issue. (Only a PRELIMINARY ESTIMATE was provided. FINAL ESTIMATE NEEDED if additional)
  Sincerely,
  
  *******************

  

  Business Response

  Date: 11/30/2022

  At this moment, given all that has happened, Arrigo will gladly tow vehicle back to owners home at no charge to owner. Management team has over and over attempted to thoroughly explain how the cooling system works and the needed repairs. We have attempted several time to help, not only by working with client on pricing for diagnosis but also on needed repairs which are not covered under warranty at this time due to the mileage on vehicle. Client is only interested in the explanation to then twist the words and make establishment seem un willing to help. We are now offering to tow the vehicle back to owners residence, waive all inspections fees, and refuse to service this vehicle any longer. Timely response would be appreciated to avoid any delays and also avoid storage fees. 

  Customer Answer

  Date: 12/01/2022

   
  Complaint: 18441152
  
  I am rejecting this response because:
  

  I have purchased my vehicle and had all my services paid & performed at the ARRIGO Sawgrass location. 
  
  
  Since ******, the new service director started working, its been a disaster of an experience. How do you refuse a client from wanting to wait in their car with their child and try to turn into the you being the victim all while having a rude and unnecessary attitude on 11/5.  
  
  
  Please do not pretend to be in a victim in this case while covertly trying to bully client's from the beginning. (This leaves me concerned now as to what conditions the vehicle will be left in.)
  
  
  Currently I still have prepaid services and CURRRENT warranty/guarantee on parts within the vehicle. All paid to and guaranteed through Arrigo/Madison. Which ****** confirmed himself, do not expire until 2024. 
  Stop scamming your clients and thinking its ok. Possibly creating a problem just to generate funds. 
  
  
  ******* attempts to help or provide solutions we're minimal. From the first day we were in contact on the phone 11/19, to today. His one and only offer was to pay or tow. (Assuming these are the many attempts to help me as a client)
  
  
  I have written Arrigos service and mechanics in general a 5 star review in on previous services via ******************************************************** in Camilos representation (being new to the service director role) is a terrible choice for this position. The management team that has been there prior to him and present, has been phenomenal. 
  
  
  Two weeks after this type of first encounter with service director ****** and having maintenance service directed by him immediately thereafter...
  
  
  Do not attempt to throw your team under the bus, hiding behind them to save yourself. ILL REPEAT, the management team has done PHENOMENAL, outside of him. Hence, the reason Ive been servicing my vehicle there for the past 4 years. 
  
  
  More threats were made than options to provide service to the vehicle in this case by *************
  
  
  I am not in search of an explanation that you continue to resort to...Im interested in the Service Director of Arrigo Sawgrass (******) to taking responsibility for damages/repairs to the vehicle and time/money lost as a client from 11/5 to today the ****** is avoiding. And to take accountability for his attitude towards Arrigos clients.
  
  
  Delays Date & Times my calls/text went unanswered by ******:
  
  
  11/30 - 4:10pm (Call)
  12/1 - 9:55am (Text)
  
  
  
  Sincerely,
  
  *******************