Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/14/2024

  Type:Billing 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 leased a 2018 Jeep Wrangler - VIN# ***************** - from them, it was a 6 year lease and the first week of August I took it back to turn it in. I thought it was 6 years. The next day the bank came and got it. A week or so later I get a letter from the ************ in ********, OR saying I still owe money on it. They said I turned it in a year early and the bank didn&#**;t even catch it. ************ wanted me to pay the next year of the payments and by then I already bought a car. No one wants to help me. I ended up paying it off because they kept adding finance charges on it. No one wants to take responsibility but me. I would like for them to refund me the money or the dealership to pay half of the amount I paid to the bank.

  Business Response

  Date: 11/26/2024

   

  We are aware of the customer's issue and have reached out to ************ on her behalf.  The customer did not purchase a vehicle from the David Taylor organization and had purchased from the previous ownership group ***********  Once a vehicle is sold to a customer the relationship regarding finances becomes strictly a relationship between said customer and their lending institution.  Many banks will not even provide loan/lease information to a dealer unless the customer is present.   So ******************************************* CDJR does not have an active role in whatever arrangement Ms. ******* set up with her bank.  Ms. ******* had already purchased a vehicle prior to dropping off her lease which we were unaware of, nor could we had intervened.  We are a dop off location for ************ leases so when a customer is "done" with their lease they drop the vehicle off with us and we notify the bank the vehicle is on the premises for them to pick up.  **************** instance she chose to end her lease early and her leasing company expects payment per her agreement signed when she purchased from ***********  It is an unfortunate situation which is why I did reach out to her lender on her behalf once this was brought to my attention

   

  ***** *****

  General Manager 

  
  

• Initial Complaint

  Date:10/15/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was shopping for a new van and found this one listed. The listing shows an MSRP, an incentive discount from Chrysler (&7500), and a discount listed as "David Taylor Discount. ($7500)" I contacted the dealer by phone and asked if that price included the $7500 federal ** tax credit. The initial salesman, ****, stated he did not think the tax credit was included in the price but he had to check. After checking he stated the tax credit was listed as the "David Taylor Discount." There are dozens of other vehicles on their website with "David Taylor Discount" that are not $7500, which is the only amount the federal tax credit is. There are also other electric vehicles that would qualify for the ** tax credit that have a "David Taylor Discount" listed; all these other listings are for various amounts, mostly lower than $7500, so it's clear they are also not he ** tax Credit. On other David Taylor websites the the ** tax credit is clearly listed along side of the David Taylor discount. This is the only vehicle that appears to have this "issue."I believe it was deceptive listing the ** tax credit as the David Taylor Discount. I believe the dealership should honor the David Taylor Discount of $7500 along with the ** tax credit of $7500,and the national rebate from Chrysler for $7500.

  Business Response

  Date: 10/31/2024

  Our pricing online at times can be confusing, given the confusing nature of the Manufacture's incentives.  As of this month Stellantis has put $7500 in rebates on EV vehicles which is the same amount of EV credit a customer will qualify for on the purchase.  We explained to Mr. ****** after his initial phone call the misunderstanding around the pricing, rebates and David Taylor Discount.  Our goal is to show true pricing to customers online despite the fact some of our competitors bundle rebates to reflect a lower price online and get customer's attention.  

  Mr. ****** after having filed this complaint found enough credence in our way of doing business to visit the store this morning and purchase a brand-new Pacifica from us.  Despite the complaint we treated Mr. ****** like family and appreciate his willingness to drive from ******** to do business with us.   Welcome to the Taylor Family! 

  Customer Answer

  Date: 11/01/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:05/12/2024

  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.

  5/10/24 Told appt would take 8 hrs *** and quoted "$1700 installed". later that *** told the appt would take an additional 8 hrs and would have to reschedule for the following week. went to pick up vehicle and told the total price would be approx $2000 when completed and I would have to pay the first $974 for initial work before they would release the vehicle. refused to pay until they listened to recorded phone call with quote of $1700. They then dropped total price to $1700 but added taxes of over $112 to original "installed" price quote. Then told using credit card to pay was an additional 3% which is not communicated on website or told to me when I made appt or when I dropped off the vehicle. Fraudulent bait and switch based on verbal quote over the phone.

  Business Response

  Date: 05/13/2024

  To whom it may concern,

  ********************** came in to pay for his trailer hitch installation with wiring.  The hitch receiver was installed however the wiring was not available at the time of appointment.  We completed the receiver hitch on Friday May 10.  ********************** questioned the pricing of the job in its entirety.  He was told $2000.00, which he questioned.  ********************** stated when he set the appointment he was quoted $1700.  We record all phone calls for quality and training purposes.  I listened to the phone call and he was quoted $1700.00.  ********************** was told we would honor the $1700.00 but he would have to pay sales tax on parts just like all customers.  As for as the 3% on all credit card purchases.  We do not charge on Debit card purchases.  We have the attached signage displayed in multiple locations in the service department.  

  Customer Answer

  Date: 05/15/2024

  Complaint: 217000*3
  
  I am rejecting this response because:  In the companies response, they indicated the "wiring was not available" which is another example of misrepresentation. I was told when I made the appointment that the job would be completed in one day max * hours. I wasn't told that all parts were not available and I would have to return for another * hr appointment. The original quote was for $1700 "installed" which should be all inclusive costs. The company tried to charge me approximately $2000 until I demanded they check the recorded call. Only then did they agree to lower total cost to $1700 but would add taxes. That is fraudulent pricing practices, and they should be held accountable. The cost of the work completed thus far should be 50% of the $1700 quote since the total cost shown when I went to pick up the vehicle was twice the amount billed for the hitch installation.  The credit card fee couldn't be found on their website and it wasn't communicated on the appointment call or when the vehicle was dropped off. Most people don't carry thousands of dollars around so this fee should be refunded.   The company has charged me $1003.31 and it should be $*50.00. This type of misrepresentation should be listed on the H36313739323*313*31H site and I should be able to put a review on the dealership website which I haven't found accessible. 
  
  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/16/2024

  We offered the price of $1700.00 installed, not including taxes.  ********************** can pay the sales tax as everyone else does when they make a purchase.  As for the 3% I attached the posters we have all over the service department including at the advisor's desk where his ticket was written.  

  Customer Answer

  Date: 05/17/2024

  Complaint: 21700083
  
  I am rejecting this response because: the recorded call says $1700 installed and does not say "not including taxes". In addition, after quoting $1700 installed, the dealer attempted to charge approx $300 more which is an unfair and deceptive trade practice and a violation of the *** act relative to Bait and Switch. The dealer needs to be held accountable to the price quoted and reimburse accordingly. 
  
  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/26/2024

  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 took my 1994 Doge Conversion Van to Taylor Dodge on 12/26/2023 for a transmission flush and transmission adjustment. I spoke to the service advisor, ***************************, I was give a price of $650 for that and a diagnostic test. I was not authorizing any further service on this old van. I was called about taking the "dog cage" off the transmission. I told them I did not want that service, and did not authorize it. When I went to pick up the van, the cost was $1,097.05. I stated I did not authorize any work over the $650, because this is an old van and not worth much money. They apparently did an extra diagnostic test. I was told I would have to pay the entire amount if I wanted to my vehicle home that day. The vehicle was still having issues, and now it is not accelerating as it should in the cold. That was not happening before it was serviced. My daughter reached out to Taylor Dodge on behalf. She called seven times from 6/13- 7/25/23 regarding the over charge. She was able to speak to *************************** once, but they did not get a return phone call from Taylor Dodge. My daughter and I went to talk to them in person on 8/4. We spoke to another ******* who was extremely rude. He told us the calls were recorded. We asked for the recorded call to prove it was not authorized work. It was never produced. My daughter, *********, asked to speak with someone with better customer service skills. *************************** came to speak with us. He said they would look into it, and they would probably refund the $199.95 for the second diagnostic test. My daughter called on five occasions in August until she was able to speak to someone. She spoke to ****************, the manager over the service department. He stated they were never promised a refund. ********* asked to speak to the overall manager. She was given ***************************** voicemail. ********* called twice in October, November and December with no response from *****************************. Taylor Dodge had many opportunities to act on this matter, and they chose not to.

  Business Response

  Date: 05/31/2024

  After reviewing the history and listening to the phone calls between the advisor and ************ it was determined that he was overcharged  $199.95.  *********** was refunded that amount.

• Initial Complaint

  Date:09/28/2023

  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.

  My son brought my 2009 Jeep Wrangler to this dealership for me to be serviced. The dealer later called me to let me know this ******* has two lifetime warranties. One for the radiator and another for the transmission. He said they would need to tear the engine down so they can find the cause to see which warranty would cover this. The dealer is now saying that neither warranty will cover this and I need to pay them for their time spent taking the motor apart. I never signed anything regarding this as they never asked for my signature approving this work. Please advise. Thank you!

  Business Response

  Date: 10/12/2023

  We are aware and apologize for the situation the customer is in.  ******* was brought to us on June 26th of this year.  On the 28th the customer approved the teardown of the engine so that we could send digital imaging to MVP (***** ******* **********) on her behalf.  We in turn submitted the claim on her behalf and the digital imaging was complete and submitted on July 24th.  After receiving the images MVP sent out their independent inspector out to "put hands" on her actual ******* and inspect the damage she experienced.  After MVP's inspection they deemed her damage was caused by overheating due to negligence and denied her claim.  Our service department will go the extra step and make additonal phone calls on the customer's behalf encouraging the warranty company to accept the claim but we cannot force them to do so.   

  As we do feel for the customer in this situation we cannot perform major repairs without the ability to be paid for those services.  Unfortunately the customer's warranty company has denied her claim which has led to the current circumstances.  

  The customer's best chances at getting MVP to pay for her claim would be to reach out to them directly and we will supply them/her with any documentation which will help the situation.  Please reach out to our service Manager ***** if we can help facilitate the situation with MVP.

  ***** *****

   

  Customer Answer

  Date: 10/13/2023

  I tried to reach out to MVP however I was told they would only discuss this with the dealer. The dealer needs to assist to help get this resolved. I was not negligent in any way and this repair should be covered. 

  Customer Answer

  Date: 10/13/2023

  The attached document is not signed. The dealer never had me sign for anything regarding this. 

  CUSTOMER #: ****** ******
  ***** ****** Ellisville Chrysler Dodge Jeep Ram
  INVOICE ***** ********** ****
  ****** J *******
  **** ********* AVE Ellisville, MO *****
  *********, MO ********** PAGE 1 ***** ********
  HOME:************ CONT:************
  BUS: CELL:************ SERVICE ADVISOR: **** ******* ******
  COLOR YEAR MAKE/MODEL VIN LICENSE MILEAGE IN / OUT TAG
  
  Detonator_ 09 JEEP WRANGLER UNLIMI ***************** ****** ************* *****
  DEL. DATE PROD. DATE WARR. EXP. PROMISED PO NO. RATE PAYMENT INV. DATE
  
  30SEP09 DD 14:45 26JUN23 0.00 CASH 18SEP23
  R.O. OPENED READY OPTIONS: ********* *************
  14:11 26JUN23 11:43 18SEP23
  LINE OPCODE TECH TYPE HOURS LIST NET TOTAL
  A Multi-point inspection (according to maintenance interval)
  9023 Multi-point inspection (according to
  maintenance interval)
  ******INSPA (N/C)
  ****************************************************
  B DRIVEABILITY CONCERN [CUSTOMER STATES THE ******* IS OVERHEATING AND
  THE RADIATOR IS LEAKING. CUSTOMER STATES TO CHECK THE HEAD
  GASKETS AS WELL.]
  ******** DRIVEABILITY CONCERN
  ****** CP ******* *******
  115531
  CHECKED AND FOUND COOLANT LEVEL LOW
  . CHECKED AND FOUND CODE P0300 MULTIPLE CYLINDER MISFIRE
  . PRESSURE TESTED AND FOUND COOLANT LEAK FROM RADIATOR AND LOWER
  INTAKE
  - REMOVED SPARK PLUGS AN SCOPED CYLINDERS AND FOUND CYLINDER 1 TO
  HAVE SCORING ON CYLINDERS WALLS RECOMMEND REPLACING LONG BLOCK
  - REMOVED RIGHT HEAD AND FOUND SCORING ON CYLINDER WALLS
  ******* ENGINE HAS OVERHEATED CAUSING WARPAGE TO MATING SURFACE
  BETWEEN CYLINDER HEAD AND BLOCK. RADIATOR DOES HAVE SIGNIFICANT LEAK
  INDICATING ******* WAS RUN LOW ON COOLANT. MVP DENIED CLAIM. RESPONSE
  FROM MVP "REPAIRS ARE DENIED AS CONTINUED OPERATION."
  ****************************************************
  *******************************************************************
  ESTIMATE: 199.95 26JUN23 14:11 SA: 8265
  CONTACT:
  *******************************************************************
  DROP OFF MONDAY *********************************************
  "THANK YOU" FOR COMING TO ***** ******
  ELLISVILLE CDJR! IF YOU ARE HAPPY - TELL A
  FRIEND! IF YOU ARE NOT HAPPY - TELL US!
  
  WARRANTY DISCLAIMER: ALL PARTS AND ACCESSORIESARE SOLD AND ALL REPAIRSARE PROVIDED BY THE DEALERSHIP DESCRIPTION TOTALS
  AS-IS. THE DEALERSHIPHEREBYDISCLAIMS ALL WARRANTIES, EXPRESSAND IMPLIED, INCLUDING ANY IMPLIED WARRANTIES
  OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE, AND NEITHER ASSUMES OR AUTHORIZES ANY OTHER LABOR AMOUNT *******
  PERSONTO ASSUME FOR IT ANY LIABILITYIN CONNECTION WITH THE SALEOF ANY PARTS OR ACCESSORIESOR ANY REPAIRS
  PERFORMED TO THE *******. THE ONLY WARRANTIES ON PARTS AND ACCESSORIES OR REPAIRS ARE THOSE WHICH MAY BE PARTS AMOUNT 0.00
  OFFERED BY THE ******* MANUFACTURER OR THE PARTS MANUFACTURER OR DISTRIBUTOR AND ONLY SUCH GAS, OIL, LUBE
  MANUFACTURER OR DISTRIBUTOR SHALL BE LIABLE FOR PERFORMANCE UNDER SUCH WARRANTIES. CUSTOMER SHALL NOT 0.00
  BE ENTITLED TO RECOVER FROM THE DEALERSHIP ANY CONSEQUENTIAL DAMAGES, DAMAGES TO PROPERTY, DAMAGES FOR SUBLET AMOUNT 0.00
  LOSS OF USE, LOSS OF TIME, LOSS OF PROFIT OR INCOME, OR ANY OTHER INCIDENTAL DAMAGES.
  * SHOP SUPPLY COSTS: We have added a charge equal to 10% of the total cost of labor, not to exceed MISC. CHARGES * 50.00
  $50.00, to the Repair Order for shop supplies used in connection with this repair. TOTAL CHARGES 1249.70
  By signing below, you acknowledge that you were notified of and authorized the Dealership to perform the LESS INSURANCE
  services/repairs itemized in this Invoice and that you received (or had the opportunity to inspect) any replaced 0.00
  parts as requested by you. The ******* is being returned to you in exchange for your payment of the Amount SALES TAX
  Due. 0.00
  DATE CUSTOMER SIGNATURE AUTHORIZED DEALERSHIP REPRESENTATIVE SIGNATURE PLEASE PAY
  THIS AMOUNT 1249.70
  ALL PARTS ARE NEW UNLESS OTHERWISE INDICATED.
  2014 CDK Global, LLC (11/17) SERVICE INVOICE TYPE 2 - SI2C - "AS-IS" - MISSOURI - 9698031 CUSTOMER COPY

  Business Response

  Date: 11/06/2023

  Attached is the recording of the phone call with the customer regarding their repairs.  It is a long call so apologies on that.   Customer approved the tear down of the ******* to identify the issue and submit the claim under their warranty.   

  Naturally we want to help the customer as much as we possibly can but have no say on wether the warranty company will cover the claim.  We do encourage warranty companies often to help take care of the customer.    

  Our service Manager is aware of the situation and has first hand knowledge on this claim.   If a conversation with him will help I am more than happy to arrange that

   

   

  ***** *****

   

   

  Customer Answer

  Date: 11/07/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  They did nothing to try and support me to get this warranty dispute resolved. They are not here for the customer. They are the only one that can talk to the warranty company so I have no one to stand up for me (the customer). Very disappointed in this dealership. 
  
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 11/07/2023

  Again we apologize for the situation for the customer.  If the customer would like, we encourage her to reach out to our service manager for discussion.  If there's an option to somehow get her warranty company to cover her repairs we are more than willing to do so. 

   

  ***** *****

  Customer Answer

  Date: 11/09/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Their response referenced an attached phone conversation and nothing was attached. Please resend. 
  
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:08/30/2023

  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.

  Salesman used his personal email to set up the vehicle App. When I contacted salesman I was told this was done so the salesman would receive the customer satisfaction survey. Then he could give himself the highest rating. I then had to replace my phone and the app no longer works for me because the email address was set up using the salesman's email. I have contacted the salesman and the customer service rep and still have not received a resolution. All I ask is the dealership cancel the salesman's email address assigned to my app, so I can use it on my 2023 Ram Pickup.

  Business Response

  Date: 08/31/2023

  We have been in contact with Mr. ***** regarding.  The problem is he is driving a company vehicle and is not the purchaser of the vehicle.   The app he's referring to contains both vehicles that were purchased and Mr. ***** prefers to only have visibility of the unit the company assigned to him.  The factory, ********** has control over how their app functions and they have also explained that to Mr. *****.   

  We do understand the frustration Mr. ***** is experiencing but we cannot edit the app or assign an app to an individual who is not the owner of the vehicle.   

  ***** *****

   

• Initial Complaint

  Date:06/19/2023

  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 2020 Jeep Wrangler from said dealership around the 27th Of Jan. 2023. I realize I was buying vehicle as is that the 3 year bumper to bumper had past. But after owning vehicle for a few months and getting to know the vehicle I came across an option on the vehicle that had not worked since day 1! This vehicle is standard with a electric start/stop feature that is powered by a secondary battery that was bad since I purchased vehicle. This is my second problem with this dealership and I have questioned if this vehicle was every properly ran thru their shop before it was put up for sale. I called the dealership and spoke with a ***** **** and spoke with him and he said he would look into the issues and call me back. He never did and I tried reaching out to him and he dodged my calls.

  Business Response

  Date: 06/20/2023

  Our Manager ***** has already spoken with Mr. ****** regarding the start/stop battery.  When the start/stop battery is low on a vehicle there is a warning light on the dashboard that will light up notifying the customer or dealer.  When Mr. ****** purchased the vehicle in February that warning light was not engaged. Batteries are maintenance items in which dealers nor warranties can guarantee after the fact.  Reason being the dealer or warranty company cannot control a door being left open and draining a battery for example.  Not suggesting that is the case with Mr. ****** but batteries are not items covered after the fact. It is our store policy that if a customer has an issue with a vehicle shortly after the purchase we step in and make sure the customer is taken care of immediately.  Months after purchase we cannot take the same approach.   

  We are more than willing to help Mr. ****** with any maintenance or mechanical issues in the future if he so chooses.   

   

  ***** *****

   

  Customer Answer

  Date: 06/20/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Nobody has every got back to me regarding this issue! Like always the dealer does not take care of the customer! ***** was misinformed on the issue! The battery we speak of has been dead since I bought it! When I took said vehicle for a test drive the vehicle never shut down at a stop like designed and at the time I never knew of this option on the vehicle! 
  
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:06/15/2023

  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.

  Price advertised was not honored. Used car was $15k and when we went to buy it became $19k. Advertisement on Facebook marketplace was fraudulent.

  Business Response

  Date: 06/17/2023

  We do apologize to Mrs. ***** for the confusion on the vehicle she wanted to purchase.   The sales price on listing was in fact the sales price on the offer to Mrs. *****.  Attachment 1 verifies the vehicle cost was the same.  We do offer customers services in the accessory line and that is an option the customer is not required to take in order to purchase the car.  On our 2nd pencil to the customer we actually removed those items from the offer but kept the doc fee.  The doc fee is a standard charge that every retail customer, employees included has to pay.  If we remove that charge for her and have not done so on all customers that becomes a fee that is discriminatory.  This was in fact explained to Mrs. ***** when she was in store and she in turned threatened to get media companies involved.  We have also had communication with Mrs. ***** since her visit to the store and explained this as well.  

  Again we do apologize for the misunderstanding and we were charging her the doc fee which every customer has paid.  Our FB listing merely presented "sales price" and didn't delve into fees and taxes.  We have since added a disclaimer stating sales price does not include taxes/fees to our listings so that there is no further confusion on this matter.  Attachment 2 shows the update we did immediately after her visit to the store.

  Our sales price is a good price for this model and our offer does still stand for the customer if they wish to purchase but they will have to pay the doc fee which as previously stated, every retail customer has done so year to date.  

   

  ***** *****

   

• Initial Complaint

  Date:04/25/2023

  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 the car in 2veek ago for warranty repairs. I have not received any information about the warranty claim although I've followed up with them. I keep being told they are waiting to hear from the warranty company. I have coverage for 1,000,000 miles and it covers everything. I spoken directly with the warranty company and was told that they can use the live chat if they are having issues getting through to them via email.

  Business Response

  Date: 04/25/2023

  Unfortunate situation for the customer we agree.  Mopar warranty is currently behind the 8 ball on their warranty claim situation.  Their process has changed from calling in claims to email submission and they are currently backlogged.    Mr. ***** stated he spoke with Mopar regarding the situation which is undisputable but Mopar's current warranty claims require email submission of a claim in order for them to process it.   Mopar changed this process recently and the changeover has not gone smooth from a customer or dealer standpoint.  

  The customer's vehicle was dropped off to us on April 10th at 7:32 AM and we diagnosed the issue and submitted the claim via email at 3:23 PM on April 10th.  We finally received a response from them this morning regarding the claim and we expect full authorization for the claim to be received not later than tomorrow morning.  (see attachment)

  We do apologize for the delay in expedient repair of customers vehicle but we too have had to wait for the warranty provider's approval.  the customer is free to call us with any additional questions and we're expecting we'll have approval to repair the vehicle shortly.

   

  ***** *****
  

  
  

• Initial Complaint

  Date:03/07/2023

  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 2/27/23 I purchased a pre owned vehicle from David Taylor, a week later I called dealer because I was missing the paperwork for the safety inspection. I was told it was never completed! I fear what else was not completed!

  Business Response

  Date: 04/14/2023

  We are aware of the complaint from **************** as we've had correspondence with him regarding once the issue was made aware to us.    Our store did complete both the emission and safety testing which is the standard process when we take a vehicle in on trade.  The issue **************** faced was that those inspections are only valid for 60 days and he purchased the vehicle well into that 60 day window which created a problem for him upon registering the vehicle.  In addition our salesperson gave **************** bad information stating the inspection had not been completed which was bad information given to her as well.   Attached are a variety of documents regarding the situation showing the safety/emission inspection was in fact completed on Jan 6th of 2023.  I've also attached a copy of the carfax which also notes that was completed.  Additional documents are used vehicle inspection, buyers order to confirm purchase date and our correspondence with *****************  I did offer to **************** sending him all the documents as well so that he could feel comfort in that we did in fact inspect the vehicle to ensure it was safe and that the emissions were to spec.   

  Our salesperson did offer to ******************** wife either us paying their bill incurred for safety/emissions testing or we would pick up the vehicle, leave a loaner in its place, rerun the tests and then return the vehicle to their home if that would be easier.  This offer was made to the customer over the phone and the conversation was between ******************** wife and our salesperson.  We do realize the inspections expiring just prior to purchase put the customer in a bind and we were more than willing to rectify the situation however they seen fit.   Our last email sent to **************** on March 15th which we again state we would reimburse him for the expense of completing the inspection on his own. we have yet to hear back from the customer regarding.  

  We are still willing to reimburse the customer for that expense if he would email us a copy of that charge. We do apologize again for that inconvenience and have since changed our internal process to reinspect vehicles when they hit the 40 day in stock mark.  

  Business Response

  Date: 04/14/2023

  We are aware of the complaint from **************** as we've had correspondence with him regarding once the issue was made aware to us.    Our store did complete both the emission and safety testing which is the standard process when we take a vehicle in on trade.  The issue **************** faced was that those inspections are only valid for 60 days and he purchased the vehicle well into that 60 day window which created a problem for him upon registering the vehicle.  In addition our salesperson gave **************** bad information stating the inspection had not been completed which was bad information given to her as well.   Attached are a variety of documents regarding the situation showing the safety/emission inspection was in fact completed on Jan 6th of 2023.  I've also attached a copy of the carfax which also notes that was completed.  Additional documents are used vehicle inspection, buyers order to confirm purchase date and our correspondence with *****************  I did offer to **************** sending him all the documents as well so that he could feel comfort in that we did in fact inspect the vehicle to ensure it was safe and that the emissions were to spec.   

  Our salesperson did offer to ******************** wife either us paying their bill incurred for safety/emissions testing or we would pick up the vehicle, leave a loaner in its place, rerun the tests and then return the vehicle to their home if that would be easier.  This offer was made to the customer over the phone and the conversation was between ******************** wife and our salesperson.  We do realize the inspections expiring just prior to purchase put the customer in a bind and we were more than willing to rectify the situation however they seen fit.   Our last email sent to **************** on March 15th which we again state we would reimburse him for the expense of completing the inspection on his own. we have yet to hear back from the customer regarding.  

  We are still willing to reimburse the customer for that expense if he would email us a copy of that charge. We do apologize again for that inconvenience and have since changed our internal process to reinspect vehicles when they hit the 40 day in stock mark. 
  

  Customer Answer

  Date: 04/14/2023

  Complaint: 19552493
  
  I am rejecting this response because:
  
  The matter has already been handled 
  
  Sincerely,
  
  ***********************