ComplaintsforDennis Dillon Auto & Truck Center, Inc.

• Initial Complaint

  03/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a truck from Dennis Dillon on March 5th, during the buying process the salesman ********************* removed the dealer stickers on the windshield with a razor blade. The windshield was tinted so it scratched the tint. I texted the salesman the next day notifying him of the damage, he said he was working with his team to find a resolution to the situation. I spoke with ****** ( sales manager) Thursday March 7th, ****** told me Dennis Dillon could fill up my truck to make it right (this option does not make it right of cover the cost of the tiny, I shouldnt need to be dealing with this lapse in judgment by *****)I received a quote from auto shades located in ******** $70 removal fee and then $150 for installation of the new windshield tint.I called and left voicemails for ****** and **** after I received the quote but I never received a call back, I am trying to give Dennis Dillon the opportunity to make this right.I emailed **** March 11th and he responded to me and provided his number I called (head sales Manager) ********************* and spoke with him on March 11th he assured me that Dennis Dillon would get this taken care of with their on site shop. I never heard back from **** so I emailed him again on March 14th he replied and said he was out of office but would call me. I never heard from **** again so I emailed 3/28 and called him again on 3/29. I have not heard from anyone since 3/14, I should not have to be hounding this company to get their mistake resolved. I believe I have been more than fair trying to give Dennis Dillon the opportunity to make this right. I just want what they damaged to be replaced/ repaired.

  

  Business response

  04/01/2024

  The Dealership's VP of Fixed Operations will contact this customer to arrange a resolution.

   

  Customer response

  04/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  They took my down payment and had me get full coverage insurance and I signed the contract then when I went to pick up the car they said I didnt qualify. *** asked repeatedly for my deposit back and today they told me to dispute it with my cardholder company

  

  Business response

  03/25/2024

  This customer received the correct instructions for obtaining a deposit return when the deposit is paid with a credit card. The company does not issue cash deposit refunds for deposits paid with credit cards for several reasons, one of which is to avoid violating card issuers' cash advance restrictions. Using the described method, the customer will receive a full deposit refund. 

• Initial Complaint

  09/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Charged me $1,643.67 on my **** card to install solar panels on a motorhome that I was unable to purchase. Never got a credit to my **** for the solar panels. They claimed that they installed the panels on the coach. They sold the motorhome soon after and charged the buyer for the solar panels as a dealer installed option.

  

  Business response

  10/16/2023

  Dennis Dillon RV, LLC, does not owe this customer a refund. As detailed below, he purchased equipment and instructed that it be installed on a motorhome he was purchasing. The dealership installed the equipment. ******************** then backed out of the deal. The dealership's cost to uninstall the equipment would have exceeded the amount ******** paid for the equipment. ******************** would have been responsible for the uninstallation costs. Thus, the dealership took the approach that had the least financial impact on him. 

  Mr. Ferriera first contacted DDRV on February 24, 2023.He stated he wanted to purchase a 2023 Nexus motorhome and had a trade-in vehicle worth about $79,000. He wanted DDRV to hold, i.e., not sell to anyone else, the 2023 Nexus motorhome. On February 27, 2023, Mr. Ferriera executed a Product Order and Work Authorization agreement with DDRV.
  

  Mr. Ferriera arrived at DDRV on February 28, 2023. While there, he purchased the referenced solar panel package for the 2023 Nexus motorhome. Mr. *************;wanted the 2023 Nexus motorhome ready for him by March 2, 2023. After purchasing the solar panel package, later in the day on February 28, 2023, Mr. Ferriera told DDRV that he wanted a clothing washer/dryer option installed if DDRV could have them installed without delaying delivery and do it for $2000 . . . DDRV informed him the washer/dryer option cost was $2,817.32. It also informed him, at 12:31 pm, on February 28,2023, that, Your unit is in the shop now, getting the solar panel package installed, so it could probably install the washer/dryer option by the March 2,2023, delivery date. Mr. *************;responded, at 12:42 pm on February 28, 2023,I am glad they are starting on it, but declined the washer/dryer option. DDRV finished installing the solar panel package he paid for. Installing solar panel package required modifications to the motorhome.
  

  On the morning of March 2, 2023, the day Mr. Ferriera was scheduled to sign the paperwork and take the 2023 Nexus motorhome, he did not show up. He had been staying in his trade-in motorhome across the street at another DDRV property. But, on the morning of March 2, 2023, he was gone. A DDRV sales consultant eventually made contact with Mr. ********. Mr. *************;stated he was not going to buy the 2023 Nexus motorhome.
  

  DDRV installed the solar panel package at Mr. Ferrieras request and in a timely manner so the unit would be ready for him on March 2, 2023. The installation was an alteration to the 2023 Nexus motorhome. The cost to reverse the installation likely would have been more than Mr. Ferriera paid for the solar panel package, which DDRV would have required Mr. Ferriera to pay.
  

  
  

  Customer response

  10/16/2023

   
  Complaint: 20678998
  
  I am rejecting this response because: If the response made by Dennis Dillon was given under oath or had been a signed affidavit it would be considered perjury.
  
  Sincerely,
  
  *************************

  Customer response

  10/16/2023

  I appreciate what the BBB does but I have been informed that Dennis Dillon is a syndicate/cartel in the ***** area. Thank you for generating the response from them. They never responded to my emails. The statement they gave will be put to good use. :)

• Initial Complaint

  09/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On September 02 2023. I bought 2022 GMC **** from Dealership. My complaint has several complainants. !. I still have not received a copy of the contract, so I have no idea what I paid for the truck. 2. They held my "pink slip" ******, until I had to go to the dealership in person and enter the finance, ****** office and remove my slip from his office wall so I could register my truck. 3. The worst is ***** totally MISREPRESENTED the financing of the deal. He signed me up for bi-weekly or semi-monthly payments through my ************* BUT he totally misrepresented that this financing payments actually goes through a third-party company called SMARTPAY. 4. I want to cancel the SMARTPAY and pay my back directly BUT the dealership refuses to do it and now refuses to answer my calls or call me back. "They want me to wait 90 days, so they get paid by SMARTPAY. I am pleased with the truck but will never go back to this dealership. My ************ has admitted tis dealership is a problem and SMARTPAY is also a problem, but they do not have access to my account to help me. They just funded it.

  

  Business response

  09/29/2023

  The dealership reviewed the records of this transaction. During the transaction, the finance manager explained the SmartPay process and that it was a third party service. He also explained that it could be canceled at any time without any charge and how to cancel the program. Had the finance manager realized that further explanation would have been beneficial, he would have provided it. Typically, customers cancel SmartPay on their own because they are not required to go through the dealership to cancel the program. Nevertheless, when the finance manager found out on September 28, 2023, that the customer wanted to cancel the program, he canceled it for the customer that same day.  

  Regarding the customer's attempts to contact the finance manager, 4 or 5 days after the deal closed the finance manager called the customer to confirm that the dealership received the title for the trade vehicle. During that call, the finance manager gave the customer his office phone number and mobile phone number. The customer did not contact the finance manager on either of those numbers until September 27, 2023, when he left a message on the finance manager's office phone. September 27, 2023, was the finance manager's day off. As noted above, the next day the finance manager canceled SmartPay for the customer.

  Moving forward, the dealership requests that the customer contact the dealership by calling the finance manager on the provided numbers. That way, the customer will not have to worry about whether messages are relayed to the right people.

   

  Customer response

  10/06/2023

  I was out of town. And did not see any request for satisfaction. 
  I believe that everything the dealership has said is not the truth. 
  I still don't have any direct phone numbers. the only number I have been able to contact the dealer, including the call to cancel the ********, was to the salesperson's, ******, cell phone.
  The ******** does seem to be canceled but the funds they took out have neither been paid towards my truck loan or credited back to my bank account.
  The only way I knew that ********, was a third-party service was from my bank, my bank informed me that several of their customers were not informed that is was a third party service and were misled to believe it was an ICCU service. 

  SO, I will be calling an investigative reporter to get my monry back.

   

  People need to konw this dealership runs a scam, this Smatpay, does not, can not and will not, save the customers any interest savings by paying Smartay twice a month instead of paying you bank directly. 

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

• Initial Complaint

  05/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used vehicle on March 21st for ***** cash and purchased the extended warranty. Two weeks later the check engine light came on and I made an appointment to get it checked. They made an appointment for me and when I arrived, they said my warranty wasn't active yet, so I had to make another appointment. Turned out the issue was with the catalytic converter and they are saying my warranty doesn't cover it. I have attempted multiple times to talk with someone about the problem and no one returns my call. When I do get a hold of someone, the transfer me to someone else and I get ignored again. I feel like as soon as they got my money, they no longer care about making it right. I feel like I was sold a lemon and instead of working with me, they are giving me the run around hoping perhaps I will get the issue fixed myself.

  

  Business response

  05/08/2023

  Dennis Dillon *** appreciates the opportunity to address this customer's concerns. The subject vehicle is a 2008 model with *******+ miles. Dennis Dillon ***'s used vehicle inspection did not find any issues with the catalytic converter. The dealership does not and cannot predict when a vehicle component might need replacing. Dennis Dillon *** encourages customers to take advantage of the opportunity to inspect a vehicle before purchasing it to ensure it is inspected to the customer's satisfaction. Regarding the ********************** contract the customer purchased, the customer needs to contact the contract administrator if he feels the contract should cover a particular repair. The administrator's contact information is on the contract signature and information page. Dennis Dillon *** notes that paragraph 15 of the section "What Your Service Contract Does Not Cover, specifically lists "catalytic converters" as not covered.

  Customer response

  05/09/2023

   
  Complaint: 20026631
  
  I am rejecting this response because:

  I am not a mechanic and I believe that after two weeks of purchasing the vehicle that if I have to pay to get the catalytic converter, which does affect the function of the vehicle, replaced out of my own pocket, I feel as I should get a full refund for the extended warranty I purchased if they are not going to satisfy my concerns about the issue with my car.

  Thank you for taking the time to consider my complaint. I do hope we can come up with a reasonable solution for this issue.

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

   

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a brand new 2017 Ram **** pickup truck along with two warranties. A supposed lifetime warranty on the motor and a ******* or 7 year bumper to bumper warranty. My ************* with only ****** miles suffered catastrophic damage and was deemed un fixable about April 1st 2023 both warranties sold to me by Dennis Dillon are not being honored and I cant get the dealership to call me back or answer a single one of my calls now since the incident.

  

  Business response

  05/10/2023

  Dennis Dillon Chrysler Jeep Dodge Ram appreciates the opportunity to address this customer's complaint. The dealership has not seen this vehicle since delivering it to the customer on **********. Consequently, the dealership does not know what service has been recommended or what has been performed. Its understanding is that a bolt from the engine heater grid worked loose and fell into the intake, passed through the head, and into an engine cylinder. Stellantis or the service contract administrator, respectively, determine whether a particular failure is covered by the manufacturer's warranty or a vehicle service contract. The dealership does not make such determinations. As a matter of goodwill, the dealership will contact the servicing dealer to discuss assisting the customer with the repair.  

  Customer response

  05/10/2023

   
  Complaint: 20015277
  
  I am rejecting this response because: The dealship that is located 166 miles away from where I live has not seen my truck because it only has ***** miles on it and the only maintenance need this far has been a few oil changes. The warranties not warranty because i purchased two not one. Between the two warranties and the full coverage insurance that bolt that caused catastrophic damage on a Cummins engine should be covered. 
  
  Sincerely,
  
  *************************

  

  Business response

  05/22/2023

  Dennis Dillon Chrysler Jeep Dodge Ram (DDC) contacted this customer and will be contacting the servicing dealership to discuss assistance from DDC for repairing this vehicle. DDC will take such action as a matter of goodwill. As noted in its prior response, DDC is not the warrantor or service contract company, so it does not determine which repairs are covered by the warranty or service contract, respectively. 

  Customer response

  05/23/2023

   
  Complaint: 20015277
  
  I am rejecting this response because:I have had little to no success communicating with anyone who is in charge or can make a decision on weather or not to fix the practically brand new motor on my truck. I understand fully Dennis Dillon is not the warranty company and they dont have the final say on what gets fixed but they did sell me the warranty and everything broken in my motor is under contract they also sell a lot of these warranties everyday and I believed them that if i purchased 2 warranties I would be safe from ever having to fix anything within the 7 year ******* miles ***** you 
  
  Sincerely,
  
  *************************

  

  Business response

  05/26/2023

  Dennis Dillon's Vice President of Fixed Operations contacted the customer. He stated that if the customer brought the vehicle to the dealership, it would repair the vehicle at a substantial discount. The offer was for the customer to reimburse the dealership for parts at the dealership's cost and pay labor at the dealership's employee rate. Under that offer, the dealership would have lost money doing the repair, but felt it was reasonable as it was an offer to repair the vehicle at a lower cost than its own employees would have to pay. The customer rejected the offer, stating that he would not accept anything other than the dealership repairing the vehicle for free. The dealership believes that is an unreasonable demand.

  The dealership does not feel any further negotiations are warranted. It has already explained that it is not the warrantor or service contract company. It has no contractual or other obligation to assist the customer. Nevertheless, the customer rejected its goodwill gesture to assist at a substantial loss for itself. 

  Customer response

  05/30/2023

   
  Complaint: 20015277
  
  I am rejecting this response because: The dealership is expecting me to pay nearly ****** Dollars for a truck that has 2 warranties on it. A fair and honest dealership would take care of its customers that buy brand new trucks and talk to there warranty company and make a deal with them to fix my truck Hundreds of warranties are sold every month buy Dennis Dillon and two where sold to me and neither is being honored YOU SHOULDNT BE SELLING WARRANTIES THAT ARE NOT HONORED . Three months now my truck has been sitting broken, still under warranty and in that three months I have only been able to speak with somebody about it around 5 times and and its been the same response they want me to pay to fix a brand new truck they sold me unacceptable. I would never have taken my business to them had I know there customer ********************** was so poor they dont care one bit, the warranties they provide and sell are worthless and expensive. All Im asking is for my engine thats under warranty be fixed Im not asking anybody to take a loss I paid for a contract warranty and it should be honored buy the seller of the warranty..
  
  Sincerely,
  
  *************************

  Customer response

  05/30/2023

   
  Complaint: 20015277
  
  I am rejecting this response because: The dealership is expecting me to pay nearly ****** Dollars for a truck that has 2 warranties on it. A fair and honest dealership would take care of its customers that buy brand new trucks and talk to there warranty company and make a deal with them to fix my truck Hundreds of warranties are sold every month buy Dennis Dillon and two where sold to me and neither is being honored YOU SHOULDNT BE SELLING WARRANTIES THAT ARE NOT HONORED . Three months now my truck has been sitting broken, still under warranty and in that three months I have only been able to speak with somebody about it around 5 times and and its been the same response they want me to pay to fix a brand new truck they sold me unacceptable. I would never have taken my business to them had I know there customer ********************** was so poor they dont care one bit, the warranties they provide and sell are worthless and expensive. All Im asking is for my engine thats under warranty be fixed Im not asking anybody to take a loss I paid for a contract warranty and it should be honored buy the seller of the warranty..
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The business advertises Maintenance Packages for sale when you buy a new car. However, all of their Maintenance Phone Numbers and Service Lines on ****** and even their own website are out of date.This seems like a deceptive business practice selling something and making it incredibly hard to have fulfilled. These Maintenance Packages can cost hundreds of dollars in some cases. And they dont broadcast or advertise their proper maintenance numbers. You can verify my claims by googling Dennis Dillon ***** Service Line and trying any results that come up, even on their own website.

  

  Business response

  03/02/2023

  Dennis Dillon ***** ***** service department will call this customer and schedule his maintenance. The phone number problem is due to connectivity problems caused by one of the dealership's phone line vendors. It is actively working on a resolution. 

• Initial Complaint

  01/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On October 14th 2022 I reserved a 2023 GMC ******* I spent $1000 on the reservation. The verbal agreement caught on my camera system by the salesman of the company stated that the truck would be delivered by no later than the end of December. That was the expectation from both parties. The business has tried to sell me a truck that is not like the one reserved. GMC states to the dealership that the build is delayed. GMC is stating to me that the build is completed and is waiting for the dealership to commit to shipping arrangements. The order for the transaction through GMC is BXCBMN. The transaction was for a specific model of truck and the only resolution the company has offered is a completely different truck or waiting for an undetermined amount of time. *** reached out to a manager and was told the only way it is refundable is if the truck just doesnt arrive. Theyre holding $1000 of mine with a back and forth from GMC and the dealership where no one has an expected delivery date. The expectation was end of December as agreed to verbally and it is now end of January with no resolution. I reached out to the salesman recently with the same offered resolutions of another truck or waiting indefinitely for mine to arrive. Ive given the dealership every opportunity to do the right thing with no resolution other than waiting indefinitely. I would like the opportunity to find my truck from other means since GMC nor the dealership have any clue of where the truck is or when delivery will happen.

  

  Business response

  01/30/2023

  The information the customer has does not match **********************'s records. The dealership's General Sales Manager will contact this customer to attempt to clarify the issues and address his concerns.

  Customer response

  01/30/2023

   
  Complaint: 18869588
  
  I am rejecting this response because:

  The business keeps saying they do not have any records around a date that I was told the truck would be here. When I placed the order the truck was supposed to be in ***** by the end of 2022. The truck got delayed and no information was relayed to me about the delay. The salesman I had stated that there was a delay when I asked mid January. The delay was stated well before that from GM to the dealership, and no information was sent to me. With no supplied statement on the delay the expectation of end of the year was not met by the seller. We are at the end of January and the truck is still not here. I want to move on and get a truck that is available instead of dealing with these bait and switch tactics used by salesman and dealerships to lock people into vehicles. The available trucks do not have the same options which require me to go to another dealer which is why the refund is being requested. The contract states if the seller, in this situation the dealership, is unable to meet the expectation that was set then a refund of the money would be issued. With that big of a delay and no notice at all until I reached out, the dealership is not meeting their expected contractual agreement. 

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

  

  Business response

  02/21/2023

  The dealerships' General Sales Manager has attempted to contact this customer via telephone four times since he filed the complaint. The customer has not answered and his voicemail box is unable to take messages. Please have the customer contact the dealership and ask to speak to *********************, who is the General Sales Manager.

  Customer response

  02/28/2023

   
  Complaint: 18869588
  
  I am rejecting this response because:
  
  The business states they have tried to leave multiple messages which is a lie. I received one phone call to which I called back and havent received a response. I was supposed to be notified of all the status updates with the truck I ordered and I have got none except for one at the beginning of this month after I submitted this complaint. 
  
  The original problem with my complaint is still a problem, the business stated I would have a truck by the end of December. I have yet to receive the truck I ordered. Ive been wanting a refund and the business has provided no means to do so. This issue is NOT resolved. 
  
  Thanks,
  ****
  

  
  

   

  

  Business response

  03/03/2023

  Dennis Dillon GMC's GSM confirmed he attempted to call the customer 4 times and was unable to leave a voicemail each time. Please have the customer call ************ and speak with ********************* about refunding the deposit. Please note that the phone number is not a public phone number, so we ask that neither the BBB nor customer post it online.

  Customer response

  03/08/2023

   
  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.
  

  I spoke with *********************** and had a decent conversation about the expectations of businesses and that I didnt believe they met those expectations immediately. **** had the immediate expectation to refund the money for the deposit which I appreciate! I hope that the business moving forward continues to treat other customers appropriately. The refund helps to align with their agreement that was made with the salesman as well as the business at the time the deposit was made. Thanks again!
  
  Sincerely,
  
  ****************************

• Initial Complaint

  01/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  They advertised a "sale price" online of 60k for a pre-owned truck. There is no documentation online that this price has stipulations. I went on a test drive of the truck and loved it. Told the salesman and sales manager that I would I get pre-approval for the sales price, sales tax and doc fee and come back the next day. Came back the next day and then suddenly the price increased 2k on the truck because I wasn't financing through them. I demanded they honor the price they advertise. They refused to lower the price to what is shown online. They advertise this price on Autotrader, Cars.com, their own website and no where does it show price will increase for a cash buyer. I still want the truck but at the price advertised.

  

  Business response

  01/11/2023

  Dennis Dillon appreciates the opportunity to respond to this complaint. This customer visited ******************************************* ****** to look at a 2019 Ram and Dennis Dillon GMC to look at a 2017 GMC ******* It is unclear which vehicle the customer's complaint relates to. The 2019 Ram is priced close to $60,000, but Dennis Dillon ****** does not offer a discount for financing through the dealership. Thus, it appears the customer's complaint is not in reference to this vehicle. The 2017 GMC ****** is priced around $45,000. Dennis Dillon GMC's pricing includes a $2,000 discount for customers financing through the dealership. Dennis Dillon GMC discloses on its websites and third party websites that its prices include "discounts for program qualifying financing." Customers must use program qualifying financing for Dennis Dillon GMC to sell the vehicle at a price that includes the program qualifying discount. Notwithstanding the price disclosure, Dennis Dillon GMC has offered waive the program qualifying financing requirement for this customer, and is waiting for his response. 

  Customer response

  01/12/2023

  ****** (sales manager) reached out to me and listened to my concerns. He had his GM call me and we were able to iron things out. They honored the advertised sales price and removed all add ons to the price of truck. I was in and out of the dealership in 20 minutes. 

• Initial Complaint

  11/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This Dennis Dillon location is misleading customers by adding fees ($1,673 in my case) to vehicle purchase agreements for an optional Brake Plus system thats presented as mandatory. They admitted in another response here on BBB that its optional. Heres my experience: On 11/1/2022 I visited Dennis Dillon to check out a 2021 ***** CX-5. It was priced right around the *** fair price at $28,963. I decided I wanted it and got approved by my credit union. I returned the next day to purchase it and was pressured by the business manager to let them control the financing. I repeatedly said no. When they brought out the purchase agreement, it had 2 extra charges (in addition to the doc fee and taxes). They included a BRAKE2 fee of $998 and Pro Installed Safety Kit fee of $675. The sales guy said those were for a brake system that prevents accidents, comes with all their vehicles, and are part of dealer fees. My lender said they wouldnt finance those 2 fees unless they were part of the market value selling price of the car. I asked if they could be included with the vehicle price in one line item. The business manager said no and took that opportunity to further push financing through them. He said I could just get the financing through them and refinance a week after with my bank (with no concern for how that would impact my credit/APR). I said no and again asked if they could reduce those fees or combine them in the vehicle price. He said no so I left. They called and asked how we could make a deal. They proceeded to include the brake fees in the car price increasing it to $30,636.50 ($32,911 with tax). I then saw here on BBB that the brake add-ons are optional and very overpriced. I was never told they were optional as I wouldnt have walked if they removed them. I was misled and am so glad my lender wouldnt finance those fees which slowed down the process enough to find out I was being swindled for $1,673. Buyers beware.

  

  Business response

  12/02/2022

  Dennis Dillon GMC's General Sales Manager will reach out directly to this customer to get more information about her experience and address her concerns. 

*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. ↩