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:04/16/2025

  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.

  My car was damaged while in their care. They damaged the outside of my car I talk to the service manager he took responsibility for some of the damages not all he wrote me an email saying that the car was damaged on his property. And also all the components off of mother was set on my interior with oil antifreeze everywhere I have tried calling going up to the dealership police is escorting me off of the property with threats saying I will go to jail this matter has turned into a legal matter but I have no lawyer who deals with these kind of cases

  Business Response

  Date: 05/05/2025

  We acknowledged damaging the cab corner on Mr. ******** truck from having to remove the body of the vehicle from the frame. We informed him that we would have the vehicle repaired when it was running again. He had the vehicle towed out of the dealership after his service contract refused to cover the repair stating it was a pre-existing condition. When he picked the vehicle up he asserted that additional damage to the hood and bumper were caused while it was here. We don't believe that to be the case. We did not address the bumper nor the hood of the vehicle. Regarding the components inside the vehicle, we discussed that we would put the components in the vehicle as he didn't want to pay to have the vehicle reassembled after his service contract denied the coverage. Unfortunately, Mr. ****** had agreed to a bill he didn't intend to pay as he thought his repair would be covered by his third party service contract. We agreed to put the parts in the vehicle to significantly reduce the bill owed for tear down and reassembly. Even at that point we further reduced the bill to try and accommodate him as he is in a difficult spot with his motor needing replacement. We acknowledged our causing the cab corner damage and are willing to repair it, however the vast majority of his allegations we deny.

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23215062
  
  I am rejecting this response because:
  I went to dealership to resolve problem in they called police to try and arrest me for trespassing.Moving forward I have tried communicating with the general manager to resolve problem in the damages that was done to my truck while in the care of the dealership.Moving forward components from off the moter that carried oil antifreeze was put all on my interior usually when dealership takes customers cars they wrap the whole car up so the people who is working on the car won't get it dirty in the inside why was my car mistreated I am now left over ********* in damages in not even including the inside that was damaged 
  Sincerely,
  
  ****** ******

  Business Response

  Date: 05/13/2025

  We stand buy our original response.

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23215062
  
  I am rejecting this response because:I was mistreated when people go into these establishments their car seats are covered floors are covered I wonder was mine not covered and oil in antifreeze was everywhere over my interior.**** took responsibility for the damages that I had to notice on my own they never came to me when I came to pick up my car with honesty to tell me the car was damaged in they will fix it if i wouldnt have notice they would have let me leave the dealership with the damages caused by them when I went to pack ***** the gm to try in come up with resolution for their mishandling of my vehicle they proceeded with police to try in say I was trespassing after I gave them 2k for a vehicle that was damaged while in their care when we could of been gentleman in discuss their mistake but instead police where involved and I was lead off premises with a damaged vehicle in out of 2 thousand dollars to the people who damaged my vehicle 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:10/17/2023

  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 took my vehicle in for service. The charged me $170 diagnostic fee. They told me that it was the Radiator Fan Module and the cost of repair is $1,524.10. I took it to another dealership to get a 2nd opinion. Actually, I took it to 2 different auto shops and was told the same thing. Both facilities told me the same thing...the wire from the fan to the fuses was not connected. There was also another wire broken. The shop charged me $125.00 diagnostic fee and did not charge anything to replace the wire and reconnect the fan to the fuse. I called and requested a refund of my $170.00 diagnostic fee from Suburban Chrysler and they apologized and denied my refund. **** told me he stands behind his employee. Well that's just not fair. According to the other shops Suburban's service team should have checked the fuse before they did anything else. This is not a reputable establishment and they take advantage of customers that do not have automotive repair knowledge.

  Business Response

  Date: 10/18/2023

  Good afternoon. 

   

  I have read and reviewed the customers concern with her most recent service visit and at this time my response is that we are standing behind our techs findings. The customer came in seeking a diagnostic for overheating. Our tech who has 40 years of experience diagnosed the customers complaint based of the symptoms and provided a repair recommendation. After providing this recommendation the customer waited approx. 5 days to declined repairs without calling and showed up for pick-up. I understand our diagnostic may not always be 100% perfect but we provided a diagnostic opinion based off our findings and just  because an outside shop stated something else was causing does not constitute a refund.