Complaints

This profile includes complaints for Jaffarian Automotive Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Jaffarian Automotive Group

  600 River St Haverhill, MA 01832-5143

  
• 

  Jaffarian Automotive Group

  312 River St Haverhill, MA 01832

  

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:05/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 25, 2025, I brought my ***** to Jaffarian ***** in Haverhill, MA for a routine $189 oil change. Unfortunately, the vehicle was returned to me with too much oil, causing it to smoke heavily upon leaving the lot. The dealership admitted fault and took the car back in for correction. I was provided a rental and told it would be resolved promptly.However, over the next 10 days, communication was poor, updates were vague, and issues like rusted rims and broken seat adjusters remained unresolved. On April 30, I visited in person to find the car had allegedly been ready without notification. I requested written documentation of the incident, diagnostics, and a 12-month warranty to cover any long-term engine issues caused by the overfill. These reasonable requests went unanswered.When I returned on May 6 with my husband and father for a meeting with General *********************************** he entered hostile, raised his voice, used profanity, slammed a chair, and called us f***ing idiots before storming out. I was left shaken and in tears.I am requesting documentation of all diagnostics and repairs done, a written 12-month warranty, and accountability for the general managers unprofessional and abusive behavior. This experience was deeply distressing and has undermined my trust in both the dealership and the ***** brand.

  

  Business Response

  Date: 05/09/2025

  Customers' requests are totally unreasonable. Customer very unreasonable and unwilling to listen to anything Jaffarian ***** had to say. Yes, it is true that the engine oil had been overfilled and this was corrected promptly. Service manager has driven the vehicle with customer reassuring them that all is ok. Customer insulting and unreasonable and very difficult to talk to the father was the one that was over the top insulting and unreasonable. Jaffarian ***** is an award-winning Volvo Dealer and takes great pride in our outstanding level of customer **********************. The father insulted and talked down to my son ***** who is the Fourth Generation Jaffarian to Manage and run Jaffarian *****. This man pushed every button that he possibly could irritate ***** to the point that he did step away after taking a verbal beating from the father. These people are unreasonable and unwilling to listen to anything that any members of the Jaffarian ***** team had to say to them. They have continued to make unreasonable demands will not accept that overfilling the oil and promptly correcting the mistake is not something that will have an adverse effect on thier vehicle however they just want more.  As the saying goes " You cannot satisfy 100% of the people 100% of the time" and this is one of those times. Jaffarian ***** has been a ***** Dealer since 1958 Same family 4 generations strong continuing to add to our very loyal and satisfied customer base and will continue to do so for many years to come.  A person will have to go some distance to find a ***** dealer with better level of customer ********************** that ******************** *****, we to are human and make mistakes. Making a mistake does not give another person to enter our place of business and insult people and make unreasonable demands. Bottom line a mistake was made and promptly corrected but the customer will not accept that.  

  Customer Answer

  Date: 05/09/2025

  Complaint #********
  To Whom It May Concern,

  We are extremely disappointed by the false narrative and personal attacks made in the response from ******************** ***** regarding our complaint. Our family approached this situation calmly and with the simple intention of understanding what had occurred with our ***** XC60 following an overfilled oil change that caused the vehicle to emit smoke.

  This incident began on Friday, April 25th, and we were informed the issue would be corrected quickly. However, the vehicle was not returned to us until Tuesday, May 6th, and only after we followed up multiple times. We were later told, rather casually, that the vehicle had been ready for days and they had simply forgotten to call us. This is highly unprofessional.

  Furthermore, no documentation was provided when requested. Each time we inquired about the vehicle, we were met with inconsistent informationfirst being told it was being drained, then that it was undergoing tests. These inconsistencies led us to request a meeting with General Manager ***** ********************not the other way around.
  At that meeting, Mr. ******************** became extremely defensive, refused to take any accountability, and aggressively lashed out when asked basic questions. He escalated the situation by throwing his chair and shouting profanities in front of myself, my husband, and my father. His behavior was hostile, unprofessional, and completely unacceptable from someone in a leadership position.

  We strongly encourage ******************** ***** and the Better Business Bureau to review any available security footage from the meeting area that day, which will clearly show who was actually hostile. In addition, we urge that Service Manager *** ******** be consulted, as he was present throughout the entire encounter and repeatedly apologized on behalf of his general manager for how we were treated. His calm and professional demeanor stood in ***** contrast to Mr. ******************** aggression.

  Contrary to what was claimed, we did not demand any compensation or act unreasonably. All we requested was transparency, a formal explanation of what happened, and assurance that no long-term damage would result from their admitted error. Thankfully, Mr. ******** provided those assurances.

  However, it is important to highlight that the car was held by the dealership for 10 days, and upon return, we were simply told that the excess oil had been drained and that a single test was performed, showing cylinder compression at 180 PSI. While this may indicate reasonable pressure, it is not sufficient alone to confirm that no engine damage occurred due to the overfilling. To ensure a thorough evaluation, the following additional diagnostics should have been performed but were not:
   ** Cylinder Leak-Down Test to check for internal leaks in valves, rings, or the head gasket
   ** Oil Inspection/Analysis to detect contamination, aeration, or metal wear
   ** PCV System Check to ensure proper ventilation and rule out pressure-related damage
   ** Exhaust Inspection to check for signs of oil burning
   ** Visual Inspection of Seals and Gaskets to identify any overpressure oil leaks

  Without these essential tests, it cannot be conclusively stated that the engine has not sustained any damage.

  We would like to sincerely thank Mr. *** ******** for his understanding, politeness, and professionalism throughout this entire situation. He made sure we received all of the documentation and assurances we had requested, and handled the matter with the level of customer ********************** that we had hoped for from the beginning.

  We stand by our complaint and firmly believe that ******************** *****s response is an attempt to deflect accountability by resorting to personal attacks and emotional exaggerations, rather than addressing the core issue: a serious service error that was mishandled, followed by aggressive and disrespectful treatment from their general manager.

  Sincerely,
  Ayah *******

• Initial Complaint

  Date:04/20/2025

  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.

  1. Purchased used ***** on March 30, 2025 2. Noticed suspension issues during test drive but was assured by salesperson ****** there were no problems 3. Sales Manager *** **** told fabricated story about why they couldn't deliver the car (claimed recent accident with delivery driver)4. Story was later confirmed false by dealership's own delivery manager 5. Had vehicle inspected by trusted mechanic who discovered: - Transmission error codes - Faulty seat module - Starting hesitation - Problems with sway link 6. Contacted dealer on April 4 and spoke with *** ****, who claimed my "mechanic is a liar" and "just trying to milk you"7. Attempted multiple calls to Service Manager *** on Monday, April 7, with no response 8. Finally reached *** on April 8, who insisted I bring the car in 9. Drove one hour each way and waited two hours while they inspected the vehicle on Tuesday, April 8 10. Dealership acknowledged only the seat module issue needed repair 11. Sales Director ***** agreed to pay for repairs at my local ***** dealer (as I live an hour away)12. Service Manager *** said he needed quotes before authorizing payment and promised to call back 13. Call was never received, multiple follow-ups unanswered 14. Dealership is only honoring 30-day warranty on transmission despite error codes already present

  

  Business Response

  Date: 04/21/2025

  Really sorry to hear of customer dissatisfaction with my dealership. I am personally involved in reviewing details on my end and someone from Jaffarian will be reaching out to customer to resolve all issues and concerns. What i read in customers complaint is far from what ******************** is all about we take great pride in our outstanding quality of vehicles and our level of customer **********************.

  Customer Answer

  Date: 04/23/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  It has been 3 days since I received ****** reply. No one has contacted me. The problem is not solved. At this point it may be best to just return the car. I cannot think of any other resolution if the dealership is unwilling to hold their end of the bargain. I understand margins unused cars are very low. But he also expect my wife's vehicle to be safe and drivable. In my experience, this has not been the case.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Rodan

   

   

  

  Business Response

  Date: 04/23/2025

  There appears to be a substantial communication issue. Customer filed on April 20, 2025, EASTER SUNDAY and like the majority of retail business we were closed. I responded on Monday April 21 stating that I or someone from my company would get back to customer which we have done as promised. We have agreed with customer that he will be taking vehicle to local ***** dealer who will provide us with a quote to repair memory seat and once we approve repairs will be made with no cost to customer.

   It Has Not been 5 days since I responded, Today is the 23rd of April the initial communication received Monday April 23rd and promptly responded to by me. As of this communication issue is Resolved.  

  Complaint received Monday Am and then resolved Wednesday Am, I say that is pretty good.

   

   

  
  

• Initial Complaint

  Date:09/26/2024

  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 used 2015 ***** V60 from Jaffarian ***** in January 2021. I have had it serviced with them every 10k miles to have all the recommended maintenance on the vehicle. Multiple times I have expressed concern about the excessive amount of oil the car uses. In the most recent service (July 2024) I expressed concern that when I accelerate, black smoke would come out of the exhaust. I was told when I picked the car up that everything was ok. 9/16/2024 my check engine light came on and the car felt very unstable. I drove it home and didnt drive it again until I dropped it off to Jaffarian 9/18 for an appointment I made 9/19 for this issue. I got a text on Friday 9/20 saying there was a severe problem with the engine and the cheapest option is $9000 to resurface the engine or I could buy a whole new engine for $18000. I know this happens to cars but I am highly upset with this business because I bought this car from them, faithfully brought it in for all the recommended maintenance, and brought my concerns about the engine (consumption of oil and black smoke) to their attention numerous times and was always told the car was fine. In addition, after I got the news, a quick internet search brought me to the fact that this engine's problem is a known issue to ***** as evidenced by the fact there was a class action that was dismissed years ago. This business boasts that their technicians are ***** Certified yet this model has a known engine problem and the customer was bringing concerns to them that would fit the ticket that there was something wrong with the engine. On top of all of this, I spoke with the service manager *** on 9/20 expressing my disappointment as a loyal customer. I was told to give him a few days to see if there was anything he could do but he couldnt promise anything. I heard nothing from this company and called 9/25 at 11:30 to speak with ***. I was told he was busy and he would call me back. I have heard nothing as of today 9/26.

  

  Business Response

  Date: 09/26/2024

  Ms. *******; I am in receipt of your BBB case and am very sorry for what is going on with your ***** and that you have not received a call back from **** Allow me a day or 2 and i or someone from Jaffarian ***** will reach out to you.

  Respectfully

  **** Jaffarian

  Customer Answer

  Date: 10/06/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I am rejecting the offer to resurface the engine for $6500. I brought my concerns about the engine (increased oil consumption and black smoke) to the service department multiple times. What else is a customer to do? The certified volvo technicians should have diagnosed the problem. Since I bought the car from Jaffarian, faithfully had it serviced by Jaffarian, and expressed concerns about the car to the service team, I do not believe resurfacing the engine for $6500 is a fair option. I am hoping that we can come to a better solution to solve this dispute.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Meg

   

   

  

  Business Response

  Date: 10/18/2024

  We are very sorry that Ms. ******* is not satisfied with price quoted. The amount of money to complete the repairs has been Heavily Discounted. Additionally, we attempted to get financial assistance from *****, but they denied. Maybe the best option is to trade this vehicle in for a newer *****. If you would like to explore this option, please contact ******** ****** at ********************************** or call him ************ we will work with you to find the right ***** for you.

  Respectfully

  Jaffarian ***** Cars

• Initial Complaint

  Date:08/22/2024

  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.

  - 03/26/2022 - ****** - *************** baja - Que el dealer me vendio productos y garantia los cuales nunca me funcionaron.- Nunca me han ayudado, siempre son excusas y excusas.- El dealer tiene un caso con la gobernadora de *************, pero a pesar de eso me tienen a un nivel de medicamentos a causa del estress.

  

  Business Response

  Date: 08/23/2024

  unable to respond as complaint is not in English , if you want a response please send in English.

  Customer Answer

  Date: 08/26/2024

  My complaint is because they sold me a warranty and added products to my purchase that I did not agree with and that never worked. At the same time, ****** which is where I get the vehicle serviced, and some mechanics have informed me that they sold me the vehicle with a problem and that is why I have many expenses to the point that I am taking medicine for depression and I even sent my son to stay with my parents because he was sad for me. I need solution for that situation.
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************

  

  Business Response

  Date: 09/11/2024

  Please ask customer to contact General Manager at ******************** his name is *********************, tel ************.

  thanks 

  Customer Answer

  Date: 09/18/2024

  Hello, I call to *********************, I live a message to call me back, and  I hope Jaffarian have a spanish person to talk with me, because when they sold me the person talk with me in spanish and the few times I was in the store trying to resolve the problem was spanish person too.

  ******************* ************ they can contact to me as well

  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************

  

  Business Response

  Date: 10/22/2024

  Spanish speaking manager reached out and left messages, unable to contact. left # for customer to call *** Spanish speaking manager

   

  Customer Answer

  Date: 10/23/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  yo devolvi la llamada el *****-24 y *****-24 y he dejado mensajes, que estoy disponible de lunes a viernes de 8-10 am y despues de las 2pm, ya que trabajo en horario de 10am - 2pm.

  I call ***** and ***** and I eft a message that Im working Monday to Friday 10am - 2pm, after that time you can call me anytime, Saturday and Sunday all day Im available.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Leina

   

   

• Initial Complaint

  Date:05/16/2024

  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 June 14, 2023 my wife and I saw a new ****** Sienna minivan advertised on Jaffarians web site. We called the dealer to see if they still had it in stock. We were connected to a sales person who said it was a very popular model and that he still had it but in order to make sure it was still there we should provide a credit card and provide a refundable $500 deposit to hold the vehicle until we could drive down from ************* to look at it. We drove down the next day and decided that we didnt like the color so told the sales person we were not interrested in purchasing the vehicle. The sales person said he would credit our credit card for the refundable deposit and thanked us for coming down. It was only when I was preparing our taxes in April that I noticed that we were never credited back the $500 deposit. I called the dealership and was connected to accounting, The person I spoke to said they would research it and call me right back. I never got a call back. I called again the next day and again was told someone would get back to me that day, no call back. Then on May 8th I finally got a VM from ********************* stating he was the ****** Sales manager and he would be happy to refund the money I just need to call him back with my credit card details so he could issue the credit. I called him back immeditely and got his voice mail. I have called every day and still no return call at least 6 voicemeails have been left for *********************. I spoke to accounting again and they told me they could help me, that ***** was the one that had to give the OK for the refund. I spoke to another sales manager who gave me ****** email and so I sent him emails which he has not replied too. At this point I have lost any confidence that Jaffarian will do the right thing and return my money.

  

  Business Response

  Date: 05/20/2024

  Received 05/20/2024 will research and respond within 48 hours

  **** Jaffarian

  

  Business Response

  Date: 05/29/2024

  $500.00 was refunded to customers credit card

• Initial Complaint

  Date:06/30/2023

  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.

  Gave a deposit on a vehicle purchase. We changed our mind on the vehicle and Jaffarian is refusing to issue a refund for the deposit. We never even signed a purchase and sale. The deposit was to hold it until my husband could come see it but he is unable to be in mass due to job responsibilities.

  

  Business Response

  Date: 07/03/2023

  will resolve today and issue credit