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:03/27/2025

  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.

  I just discovered the issue a few weeks ago, and that is why the delay in the reporting of the issue. I have gone to the dealership and attempted to file a complaint with Chrysler. I purchased a new 2019 Ram 1500 Bighorn from South County Dodge at the end of 2018. Unbeknownst to me a third-party tracking device was installed and left in my vehicle. If I were offered the "service" of the tracking and vehicle shut-down device, I turned it down because the truck already had UConnect, which is the same thing, only an actual Chrysler product, not a third-party product. I did not consent and did not know there was a third-party tracking device in my vehicle. A few weeks ago, my boyfriend and I installed a bumper guard on the front of my vehicle that has an off-road light. While I installed the bar, he ran the electrical for the light and discovered, under the dashboard, a tracking device hooked into the ***** plug. I was scared. quite frankly am still hesitant to drive my vehicle even though the device was removed. He looked up the device online and discovered that it is a tracking/shutdown/control device with an app. This device does exactly the same things as the UConnect program which is Chrysler installed UConnect even has a similar app. The third-party tracking and shutdown device put me in danger because things get hacked all the time. NO ONE at either the dealership or Chrysler seems to be taking this seriously. I did not have any knowledge it was in my vehicle and they did not have my permission to place this tracking device in my vehicle. Even the police need a court order or your permission to track your vehicle. What they did was illegal, an invasion of privacy, and quite frankly unnerving and disturbing. I don't even want to drive my truck anymore because I do not feel safe in it and I feel betrayed. I know the device has been removed, but this is a huge invasion of personal safety.

  Business Response

  Date: 04/02/2025

  To whom it may concern,

   

  After looking into this complaint I reached back out to Ms. ********** and provided her with all the information we recieved from the *** device company. I understand Ms. ************ frustration regarding this matter and I apologized to her for the way it was handled. 

  In speaking with her it came to my attention that there were a couple of other issues that she had with our service department and we scheduled a service appointment for her to bring her Ram truck in next Wednesday so we can address these issues for her at no cost. 

  I also asked Ms. ********** to keep my cell number in case she ever needs anything from us here at the dealership and I assured her we would take good care of her. I believe the call ended well and we look forward to seeing Ms. ********* next Wednesday morning for the service visit. 

  Please let me know if you need anything else regarding this complaint.

   

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

  General Manager
  South County Dodge Chrysler Jeep Ram

  ************** - cell 

• Initial Complaint

  Date:03/16/2025

  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.

  So this car I bought from them had 3 major accidents before purchasing.. with one of the accidents deployed air bags.. now even though it has been fixed but brings the value down majorly.. it was priced at 19k Rolled over my equity that I had in my other car.. the 2k that I had.. so it should been 21, then added ****** of a so called warranty.. so it brings it up to *****..the warranty that does no justice.. you still have to pay X amount of money to have it fixed.. like if the motor blows with a warranty you have to pay ******* dollars with warranty.. whats the purpose of having it? And trying to take it back and then buy the loan out.. is next to impossible when this car has been nothing but issues..

  Business Response

  Date: 03/25/2025

  To whom it may concern,
  

  We have fully researched the complaint filed by Ms. ***** and here is what we know. At the time of purchase we provided Ms. ***** with an Auto Check showing that there was 3 accidents on the vehicle prior to her makiong the purchase. We do not show anything on the report involving air bag deployment so we're not sure where Ms. ***** is getting that information from. I've attached a copy of the report provided to them at the time of purchase for your records. Ms. ***** did indeed purchase an extended service contract but unfortunatly all extended service contracts require the customer to pay for diagnostics before the company can determine if the propblem is a covered or a non-covered repair. In Ms. ******* case she came in on Oct 17, 2024 on repair order ******. She told our service department that she was experiencing a "clunk noise when shifting from park to reverse."  Our technician looked at the vehicle and stated the following on the repair order; "test drive ,only heard a normal clicking type noise when gears shifted ,raise and inspect ALL motor/trans mounts , all ok ,check trans fluid ok, check all  front suspension, all ok missing the lower engine shield? check for any related bulletin's and or ecu updates .car runs and drives as designed." Because no problem was found Ms. ***** was charged 1 hour for the diagnosis. The vehicle was also in for a covered repair to the radio and was only charged her $100 deductible. Here is a complete breakdown of the charges for this visit she is referring to;

  $100 Deductible for covered repair of radio
  $219.95 for 1 hour of diagnosis 
  $31.89 shop supply fee 
  $2.46 tax
  $354.30 total charge
  
  As you can see she was not charged $500 to $700 for any work that was completed and she was only charged what she should have been charged. 

  After we have completed our investigation into this complaint we do not see that anything was done outside of the normal operation of business and we do not feel that there is anything we can do for Ms. ***** at this time. 

  If you have any questions regarding our response please feel free to reach out to me and I will be happy to discuss this in detail if needed. 

   

   

  Thank you!

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

  General Manager

  South County Dodge Chrysler Jeep Ram

• Initial Complaint

  Date:03/10/2025

  Type:Product 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 purchased a Jeep Gladiator from this dealer in July of 2024. After purchasing, I noticed problems with the paperwork. After the owner came out to talk to us, he ignored me completely only speaking to my father (whose name is not anywhere on the title). When I asked why he said he only deals with angry men. In Jan. 2025, my check engine light came on. After taking it in to be checked they said it was a system update, but they need me to bring it back a different day. I did so on Jan. 17, and when I returned to pick it up that night the light was still on. They hooked it back up to the machine and said it was now an oxygen sensor, and they could fix it Feb. 14, but its completely safe to drive. I brought it back the following month, and they kept it over the weekend, not working on it because the service center is closed on the weekends. They called me Monday, Feb. 17, and said because of bad weather we were going to get, to pick it up and they will call me when the part is in, again telling me it was completely safe. That Thursday, Feb. 20, I was driving on the highway and my truck would only go 8mph. I was almost home and able to take the shoulder home. Friday, Feb. 21, I had my truck towed to the dealer. When I called to let them know it broke down it took my hours to get someone to talk to me because if your service manager isnt there they dont want to help you. Monday, Feb. 24 my service manager called saying to bring my truck up the part had came in, not reading her paperwork that it had been there for days. She told me that it would be looked at Wed. Feb. 26, but after asking a manager why so long they finished it Tues. Feb. 25. During this they didnt know if it was the oxygen sensor or the computer, so they ordered both parts. Upon picking up my truck, the inside was completely filthy, there are boot marks from where they stood on my bumper, and a matching scratch on my windshield and hood where they propped my hood in my windshield.

  Business Response

  Date: 03/11/2025

  To whom it may concern,

   

  We have reached out to the customer and we're working with her to address her concerns. If you have any additional questions please let us know. 

   

  Thank you!

   

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

  Customer Answer

  Date: 03/12/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am working with the team to find a solution. 
  
  Sincerely,
  
  ********* ****

• Initial Complaint

  Date:02/10/2025

  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 entered your showroom on 12/28/2024. the salesman was kind in assisting me with a car purchase. After an hour or so a contract was written up. The contract I have shows no deposit was required, it shows in the line for deposit ($0.00). Since the vehicle was not ready for me to take home. It had not been serviced or cleaned. The plastic was still on the wheels as I drove it on the test drive. I was then told I would need to put down a $1,000 deposit, so I wrote personal check for $1,000. I was told I could use that toward the purchase or they could return the check to me, my choice. I was given a receipt for the $1,000 deposit. The deposit shows no terms or description of use other than Deal#, Stock#, customer# my check# and received by, thats it. No terms or fine print while the page is clearly marked as Page 1 of 1, so no there are no other pages to refer to. Monday 12-30-2025 I find out through a phone call that ******* the company that was to purchase my vehicle on 12-30-2024 was cancelling until 01-08-2025. I immediately let the salesman know via text the ******* was moving their purchase date to 1-08-2025 and that Making it impossible to complete the deal on Thursday. Please call, or have a manager call me at your earliest convenience. On Monday Dec 30th I sent the salesman a text that says I have no confidence that ******* will purchase my vehicle. Then I was told he could hold my deposit until the 8th and put it toward the vehicle or give it back to me at that time. I said that would be great. I have to wait until the 8th. I dont expect you to hold the vehicle. I then was told from my bank that the check from ******* would have a 10 business day hold on it. I was told no problem at all. We discussed a second deal. I then find out the check from ******* did not clear as planned. As soon as I got word I informed him that I was not going to be able to make the purchase do to financial reasons. They cashed and will not return $1000.

  Customer Answer

  Date: 02/10/2025

  Business called a half hour after I filed the complaint and resolved my complaint.  I want to cancel my complaint.

  Customer Answer

  Date: 02/10/2025

  This issue has been resolved by the business. 

• Initial Complaint

  Date:06/10/2024

  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.

  On 06/7/24 I came to this location to get a vehicle so I could ultimately put on a trailer on the back. I saw it online beforehand and was told it has a little coolant problem, which is no big deal in and of itself. The sales person was rather pushy to get us in and even wanted to send the contract over the internet. I came and checked out the vehicle before hand on Wednesday and told the coolant problem would be fixed by Friday. When I was driving it off the lot, the check engine light came on within less than 10 minuets and would not go passed 70 miles per hour. It was also jerking and pushing to try to compensate. I could not return it same day, by time I was off the lot with the vehicle it was passed closing time. I wanted to bring it back same day. I brought it in today 06/10/24, my girl friend was speaking with them and told them the situation. They responded with it might be a power issue. She ran the codes and found that the turbo charger and about 5 other things were wrong. She asked over the phone if she needs to make a new ticket or use the pre existing ones, which sounds to me like they knew these issues before hand, which would make sense as to why the sales person was so pushy. We asked to return the vehicle and get us our money back but they tell us they cannot do so because the transaction is done and we signed papers, despite the fact this is clearly a lemon.

  Business Response

  Date: 06/12/2024

  To whom it may concern,

  I've looked into this issue and here are our finding. We agree that the customer purchased the vehicle on 6/7. It's a 2022 RAM 3500 Chassis Cab - stk# PS2676. We did repair the collant issue for the customer and we had the vehicle ready for them on Friday for Delivery. The repair order however was not closed yet so when the customer returned Monday with the check engine light issue the service advisor asked if we wanted to put the add it to the repair order that was still open which would make sense to do that. 

  One of our managers on duty Monday explained all of this to the customer on Monday and we agreed to take care of whatever caused the check engine light to come on after taking delivery of the vehicle. We stand behind our vehicles and we always take care of the customer so I hope this is satisfactory to the customer. 

   

  Thank you!

   

   

• Initial Complaint

  Date:04/12/2024

  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.

  I had my car towed with gas in it. They had my car a week. And when I went to pick it up. Was told on phone I get a full tank Then when I picked it up *******************. Said they don't do that. So I ran out and I was just leaving the parking lot. They should of put gas in. At least a half that's what I had. And they need to reimburse me gas money and manager called and said my business is no needed. But they need to warranty the parts that they did on the jeep. Over ***** in parts need to be a warranty. And need an apology and full tank of gas reimbursement. They can sent me a check for gas to my address. Thanks

  Business Response

  Date: 04/18/2024

  To whom it may concern,

  We do not have a policy or a practice of putting fuel in a customer's vehicle for any service work. I've reviewed all communication with ************** regarding her recent service visit. I've gone through all the texts and listened to all the recorded telephone calls and I can not find any conversation promising ************** any fuel. The only mentions of fuel was by **************. She started by asking for $10 is fuel and then that moved to $40 I believe when she spoke with our Service Director. When our Service Director attempted to explain this to ************** she became frustrated and demanded that we pay $40 for her fuel. Our Service Director even tried to explain that we only put 3 miles on her vehicle when it was with us but he was unsuccessful in explaining these things to ************** that was satisfactory to her. It was at this time that our Service Director explained to ************** that it was probably best if she no longer did business with us due to the facts that we were unable to meet her demands. 

  Based on my finding I do not believe we did anything wrong in this instance and we certainly do not owe ************** $40 for any fuel. Not only because we don't do it for any other customer but also because we only put 3 miles on her vehicle while it was with us for the service repair. We feel that Ms. ****** expectations and demands are unreasonable and I'm sorry that we were unable to explain this to her in a way that made sense. 

   

  Thank you!

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

  General Manager

  South County Dodge Chrysler Jeep Ram

  Customer Answer

  Date: 05/04/2024

  I took my 2015 jeep there for recall repairs. And had half of tank of gas. It was towed with gas in I I was afraid to drive it with the recalls. It was shutting on while driving due to faulty recall items on jeep. So anyway I had half tank Then when I picked up. I was told it would be filled with gas and washed. Then all of sudden ***** says we do t do that. So out of coursty they should have put at least $10.00.in it. As I was getting in it. I had to take all the plastic off floor and seat. And a guy ran out and said sorry about that. I should of took it off

   I said it's okm then was driving off the lot. Busy Lindbergh. Ran out of gas. They drove it more tht 5 miles. I wAs told by **** and manager . Was only drive 5 miles

   That is not true. I had a half tank when towed. Also they had to warranty there parts.. they is ****** parts are suppose to warranty. ****************** was horrible. Still never got my car wash 

• Initial Complaint

  Date:03/20/2024

  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.

  We bought a 2013 Hunda Odyssey from South County Dodge on February 24, 2024. I am not sure how many times I drove the vehicle between February 24 and March 7, but not every day. It was purchased to transport grandchildren, and we only seen them on March 2. During the limited times of driving the vehicle I experienced repeated issues with the transmission hesitating before shifting when at a complete stop and also a racing of the engine when I tried to accelerate. On March 7 I called the service department and scheduled an appointment to have the vehicle looked at for what appeared to be transmission issues only twelve (12) days after we made the purchase. South County Dodge could not get me in until March 18. Today they called me and said I did damage to the vehicle and that it could not have left their facility on February 24 with the damage to the undercarriage and transmission that it has today. They told me to call my insurance company. I told them I cannot file a claim when I have not been in an accident. That is making a false insurance claim. I am the only person that has driven this vehicle and I under no circumstances did I wreck or otherwise do damage to this vehicle. I want this vehicle fixed at South County Dodge's expense immediately or a full refund of the price of the vehicle as well as the service warranty we purchased for an additional $3000. I am currently in their rental and need to transport my grandchildren this Saturday as well. How quickly are these matters resolved?

  Business Response

  Date: 03/26/2024

  Please see attachment for business response and additional information.

  Customer Answer

  Date: 03/26/2024

  Complaint: 21460757
  
  I am rejecting this response because: I did not hit anything with the van.  The pictures of the fresh damage indicate the van came in contact with a yellow stationary object.  I could not have unknowingly damaged the van and I did not hit anything. 

  I am confused by the letter from *********************************, as I have been working with ******************* who has committed to making the repairs.  I have attached the emails between ************** and myself wherein he agrees to correct the mechanical and cosmetic damage.   

  Once the damages are all repaired as indicated in the attached emails, I will withdraw my complaint but not until.

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

  Business Response

  Date: 03/29/2024

  ***************,

   

  I'd first like to apologize to you for the confusing response. My research into this complaint was completed before your recent conversations with *******************. I just spoke with **** and he did indeed inform me that we are repairing the vehicle. **** also apologized for not updating me after he spoke with you.
  
  You are in great hands with ****! **** has put a high priority on the repairs for you so we'll get everything repaired and back to you as quickly as we can. 
  
  Sorry again for the bad information and the frustration! If you need anything else please do not hesitate to let us know. 

   

  Thank you!

• Initial Complaint

  Date:09/12/2023

  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.

  Was sold a truck with a 30 day warranty and bought extended. Was sold a truck that (passed inspection) but have had nothing but things go wrong that should have been caught with a safety inspection. Then they try to charge me to tell me how big a piece of crap they sold me.

  Business Response

  Date: 09/12/2023

  To whom it may concern,

  I looked into *** ******** deal and noticed that he purchased a 2007 GMC Sierra with 146,646 miles on it on 04/14/2023. Almost 5 months later we show that *** ****** brought the Sierra in for a noise in the front end. We diagnosed the vehicle and we found that the front wheel bearing was making noise. We actually show that we replaced the bearing and it was covered under *** ******'s 2 year or 24,000 mile extended warranty. *** ****** had to pay the $100 deductible but was not charged for anything else on this visit. We do show that *** ****** brought the vehicle back in just today stating that the noise was back. We have not had a chance to diagnose the vehicle at the time of this reply but if we find that the repair is indeed related to the repair we just completed *** ****** would not be charged for a deductible or a diagnosis fee but if it's an unrelated issue those out of pocket charges may apply. This is a standard practice with most service centers.

  As far as *** ******'s comments there are a couple of corrections worth noting;

  First the vehicle was not sold with a 30 day warranty it was sold AS-IS. In fact, we do not offer a 30 day warranty. We offer vehicles with a 90 day warranty, a factory certified warranty or AS-IS. Vehicles that are 10 model years or older or have over 100,000 miles are sold AS-IS. *** ****** purchased this vehicle AS-IS. We do have the signed documents showing this if *** ****** would like to review them I'd be happy to review them with him.

  On the topic of this repair being related to something we should have caught during our initial inspection of the vehicle when he purchased it. Again, he purchased the vehicle on 04/14/2023 and he did not come in until almost 5 months after the sale concerning the noise. This is not anything we would have noticed in our initial inspections because it was not making a noise at that time.
  
  He is correct in stating that he purchased an extended warranty. He purchased a 2 year or 24,000 mile warranty. The warranty does have a $100 deductible and again this is fairly standard with extended warranties. Some have more and some have less but his is $100.
  
  Finally, regarding his vehicle coming back into our service department today we are too early to determine what is going on. We do explain to customers that there is a diagnosis fee if the item is found to not be covered by an extended warranty. This is again, a very standard practice with most service centers. 

  After looking into *** ******'s complaint I'm not sure what we've done or what we're currently doing that is outside normal business. We do understand that it's frustrating anytime a vehicle has issues but after researching *** ******'s purchase and service visits it is my belief that our team handled everything correctly. 

  Having said that I would be happy to speak with *** ****** to review everything with him personally to try and better understand what exactly he is upset about, my cell is (314) 853-7020. 

   

  ***** ********* 

  General Manager

  South County Dodge Chrysler Jeep Ram

  Customer Answer

  Date: 09/13/2023

  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.
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:07/17/2023

  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.

  On 7/14/2023, I took my vehicle to South County Dodge Chrysler Jeep RAM dealer for service. One of the issues was that the passenger front tire had developed a slow leak. After the diagnostic, I was told that there was a nail near the sidewall and the tire could not be patched, and it must be replaced. So after checking the pricing and availability, I agreed to have the tire replaced. The dealership could not replace the tire on the same day, so they asked me to pick up my vehicle the following day.
  
  I went to the dealership the next day to pick up my vehicle. Within 5 minutes of driving, I noticed the tire pressure of the new tire was overinflated by 11 PSI to 48 PSI. It seems strange, but at that time, I thought the me****ic responsible for replacing the tire could just misread the psi reading when s/he inflated the tire. So when I returned home, I proceeded to let some air out of the overinflated tire. I noticed the tire was not replaced as stated on my invoice ($approximately $270.00).
  
  There are numerous facts that I found to come to the conclusion that the tire was not new and was not replaced:
  
  1) The tire looks old and worn.
  2) There are brown antiozonants oozing out all over the tire. To my knowledge, only aged tires do that.
  3) The temporary paint marking that was on the "new" tire was faded and worn. Now, as far as I know, not all new tire has a temporary marking, but if they do, they are certainly not faded or worn.
  4) The balancing weight is severely oxidized. The new weight should be silver and clean. It does not get dirty and oxidized after a few miles of driving.

  Business Response

  Date: 07/17/2023

  We were made aware of this issue this morning by the customer and **** ***** our Parts Lane Manager has already spoken with the customer so we could get the customer's vehicle back in to replace the tire. We offered to go today to pick up the vehicle and bring it in for the tire replacement but the customer wanted to bring it back in Friday so we have an appointment this Friday to complete the work. The mistake was a internal miscommunication. The original technician who started the vehicle ordered the parts Friday but he was not here Saturday when the parts came in and the new technician thought he was only supposed to do the approved work on the brakes. We would have caught this once the parts department realized that that they still had a tire in stock for this vehicle but that may have taken a day or two so we were happy to figure it out when the customer called in this morning.

  After an internal review we believe this mistake was just that and was not malicious or intentional in any way. Again, the tire was still on reserve for the vehicle in parts so this would have been uncovered once the two departments realized that the tire was still on reserve under the customer's name and repair order pending installation. 

  We hope that this explanation satisfies any questions but if you need any additional information please let us know. 

  Thank you!

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

   

  Customer Answer

  Date: 07/19/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  1) The works are printed on the work order, at least on my invoice when the dealership asked me to pay. I do not accept the excuse that a me****ic will perform work without looking. "He did what he thought he needed to do" is not a common practice in any industry. Anyone will read the work order before doing the work.
  
  2) The dealership never explained why the me****ic only over-inflated the tire that has a slow leak (about .75 psi per day) by 12 psi. Why just one tire but not all 4? Also, no trained (or untrained, for that matter) me****ic will over-inflate a tire by 12 psi. The only explanation I can think of is that the dealership will hope that I am not capable of checking tire pressure and hoping that inflating the tire by 12 psi will delay the low tire warning message that appears on the vehicle by 3 to 4 months. So by then, the dealership can deny everything.
  
  The action of this dealership put me and my family in dangerous situations. If the damaged tire was not replaced and went unnoticed, it could cause a severe accident and could lead to the loss of human lives. This is irresponsible and deliberated. I do not accept the dealership's explanation that this is unintended. In my mind, this is an intention to defraud a customer.
  
  After receiving the message from the dealership, I am even more leery about the practice of this dealership. Here is my proposed resolution:
  
  1) A formal apology from the general manager. (The dealership put my and my family's lives at risk, not because they get caught defrauding a customer). I do not want a full tank of gas or some other insincere gestures to cover up their fraudulent actions.
  
  2)  A full refund on ALL parts and services that has not been installed or performed. I have purchased three packs of oil ****ges from this dealership, and I want them refunded as well.
  
  3) The general manager can email me if he prefers to work with me directly. But I feel extremely uncomfortable having them service my vehicle in the future. 
  
  
  
  Sincerely,
  
  
  
  ******* ****

  Business Response

  Date: 07/20/2023

  Mr ****,

  My apologies for not starting off with the apology! We strive to deliver an excellent experience and we clearly had several breakdowns in that process so for that I am very sorry! 
  

  I can see why you may have concern on you end. The over inflation is certainly concerning and I’ll be talking with the technician personally on this. 
  

  as far as the assignment on the work you are correct that it was all on the ticket. The breakdown on this ticket was that the brake work was a recommendation job not a job that came in when the ticket was originally written. Recommendations must be manually assigned to a technician and when the parts for the brakes arrived Saturday the original technician was not at the dealership and that was already under a different technician’s name. The technician Saturday really did the job he was supposed to according to what was assigned to him. The real breakdown happened at the advisor desk. That again is a long explanation so my apologies but I just wanted to walk you through how something like this could happen.
  

  I spoke with **** ***** again just now and he said that we do still have you on our appointment schedule to replace that tire tomorrow but if you feel strongly about not wanting us to perform the work I understand. If you’d prefer I could take the tire off and refund you for the tire and the labor since you already paid for that work. I wouldn’t be able to refund the other work since that work was performed. 
  

  I truest hope you can see that this was simply a mistake and was not done maliciously. 
  

  please let me know what you’d like us to do and I’ll jump on it for you right away. 
  

  Feel free to call or text me, my cell is ***** ********

• Initial Complaint

  Date:07/06/2023

  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.

  We have filed an insurance claim with *********** because our van had a flood damage. We selected South County Dodge for Service Provider for an inspections because of the previous positive experience with this dealer.
  
  Our van was flooded, we cleaned everything inside and dried all carpets. We noticed the AC was not working properly and the roof was peeling away from moisture after the flood. We have pictures showing the van under water at the time of very very heavy rain. It took *********** 3 weeks 5/31/33 to get the van towed to dealership.
  
  The advisor at the South County Dodge ****** called on 6/13/23 and stated they have inspected the van and it’s ready for pickup. “They haven’t found anything wrong” I asked politely to check the AC and roof damage from moisture that was caused from the flooding ****** stated “if the AC is checked they would charge me $169 for diagnostic fee. I informed her that this is part of the insurance claim and we had our vehicle for inspection. I was helping with this claim for my father.
  
  We called back our insurance adjustor at *********** to inform them about the situation. ****** ****** from South County Dodge called us back on 6/21/23 asking for $500 deductible in order to pickup our van.
  
  *no repair work was done on our vehicle
  *we dropped off our van for checkup only
  *she refused to look at the initial problem for AC repair work and for roof peeling from moisture, asking for money without any concern for the repair
  *never mentioned any fees on the initial call when our “van was ready for pickup” on 6/13/23
  *very rude irresponsible towards clients
  
  I have used South County Dodge before and our large organization at work for a very long time. Because of such employees that represent a company in a poor way, we will stay away.
  
  We need our van to be picked up and will take it to another dealer. We should not be charger any fees as it was only dropped off for inspection and none of our initial concerns were addressed.

  Business Response

  Date: 07/13/2023

  To whom it may concern,
  We have looked into Mr. *****’s complaint # 20279896 in detail and we have followed the protocol that we are required to follow by the insurance provider in this case. 
  Here are the details; 
  Mr. *****’s vehicle was assigned to our body shop through *********** Insurance on 5/7.2023 at 8:24 am. Progressive’s records show that when Mr. ***** did not provide any information concerning his A/C or the headliner being damaged by the flood. We called again to have this looked into and the claim rep, ****** ******, at *********** confirmed that there was no mention of the A/C or the headliner by Mr. *****. Mr. *****’s vehicle was towed to our body shop 05/29/23 late in the day by *********** Insurance and dropped at the front of the parking lot, our body shop advisor opened the body shop RO#****** the next morning on 05/30/23 and from there she called the customer and got their email address so she could send them the repair authorization on 05/30/23 at 2:31pm which I have attached. It was electronically signed by ***** ***** and emailed back to Cameron the same day at 3:04pm. We called the customer on 05/30/23 to find out how much water got on the inside of the vehicle and to see how far up the water got inside the vehicle, we also noted to *********** that the vehicle arrived at the shop, a call was place to the customer to find out the information about the water levels, that the vehicle does start and run, and that we need a repair authorization form signed before we can start any work. From there the first thing that was done after we received the repair authorization was to get it over to service since it was a flood vehicle to inspect it for damages and or electrical issues. From there we opened a service department repair order #******. Our technician , ****, inspected all fluids  to ensure no water got mixed in any of the fluids that would cause damage. He also found a DTC in the ocm for a vin# mismatch and loss of zero, he programmed the PCM to accept the VIN#, performed OCS Initialization with DRB and seat weight kit to remove the airbag light on the dash, that was not part of the claim but **** did it for the safety of the customer so we did not let them leave with a airbag light on and he felt like the 2hrs of diag that *********** approved was enough to inspect it and to fix the airbag light. There was no body damage from the flood damages so after it was completed in service the body shop got the car back and scheduled it to be sent out to Super Beads Auto Detail for them to remove the seats, carpet, wash/dry the carpet, and reinstall the seats. That is normal procedure for a vehicle that is involved in a flood. Before it was sent to Super Bead we called the customer to update them on the status of the repairs and to let them know that is going off site for the sublet interior detail. During the phone conversation the owner of the vehicle told we about the headliner and the A/C not working from the flood, from there we contacted our *********** rep ****** and let her know that the customer is saying that the headliner and A/C was damaged from the flood. The vehicle came back from Super Beads on 06/12/23 and ****** from *********** wanted to see photos of the headliner to determine if it would be loss related or not, also ****** wanted to see if the A/C was blowing at all. **** went out to the vehicle to check the A/C system. The A/C blower motor is blowing but is not blowing cold air. With that information we sent the photos of the headliner over to ****** and advised her that the HVAC system is blowing but is not blowing cold air. After *********** reviewed the photos and reviewed that the hvac system is blowing air but it is not blowing cold air, *********** then denied the headliner and the A/C as part of the claim from flood damages. The water did not get anywhere near the headliner and is more than likely sagging due to the adhesive that holds the fabric to the headliner backing is starting to fail and cause it to fall down in multiple areas, we have seen headliners in other vehicles of this age do the same thing. Once *********** denied the headliner and the A/C we then called the customer and let them know that *********** is not paying for the headliner or the A/C. At that time we let the customer know that the vehicle is ready for pick up and that they owe a $500 deductible upon pick up, the customer did not show up on 06/12/23 to pick up the vehicle and tried saying that they do not owe for a deductible. We explained to the customer how the process works and how insurance pays everything minus their deductible, we even offered to make a deal with the customer if they were going through tough times that they can make payments until the $500 gets paid in full then we can release the vehicle back to them. They did not accept her offer and the customer did not call we back or call the shop about picking up the van. It wasn't until 06/17/23 on a Saturday the customer tried to go to the service department to pick up their van. We do not do Saturday deliveries unless we communicate it with the service department before we make arrangements with the customer to pick up. The service department did the right thing and told the customer that they have a $500 deductible that they would have to collect and the customer did not want to pay the deductible  so they left the vehicle at the shop. The customer then called *********** to see if there is anything they can do and *********** advised the owner that they started a claim and repairs were done under the *********** claim and that they are responsible for their deductible. It wasn't until 06/19/23 at around 1:57pm that the customer came back to the body shop and attempted to pick the van up again. Cameron and we both advised the customer that they have a $500 deductible and that would have to be paid in full before we can release the vehicle back to the vehicle owner. From there the vehicle owner advised we that they will just leave the car at the shop because they were going out of the country for a while and the actual owner of the vehicle is out of the country right now. The vehicle is still here at the shop and we have the keys for it. 
  We did not deny the work *********** did and we have to follow what *********** authorizes. We could have the headliner and the A/C repaired but it would be at the customer’s expense since *********** has advised us that the damage to those two items are not from the flood on this claim.
  
  After reviewing this case, I believe that the customer’s complaint and  issues are with *********** Insurance and not our body shop. 
  If the customer does not pay their deductible and pick up the vehicle we will be forced to start charging storage fees so we hope that they decide to come and pick up their vehicle this week. 
  If you have any questions that I have not covered please let me know and thank you for your time!