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:05/14/2025

  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.

  Purchase a used RAM truck from them. Truck pulled to the right on the test drive, salesman said another customer mentioned that as well. I brought it back for alignment but it still pulled the same. It had an aftermarket lift kit in it so maybe that's the issue, IDK. So I asked if I could swap it truck for truck with another on the lot for the same price I had negotiated on the first truck plus I'd throw in 3k because this truck had lower miles. ***** said he'd have to check because what I negotiated may not be achievable, they have some more $ in some trucks than others. He said come in and make the swap. I have severe panic attacks so I breezed through the ****, finance manager was talking payments, I was not on the lookout for good faith and fair dealing. I was trying to hold it together. I bought an add on to my coverage for rim protection, fob replacement, ******-coat. It sheds no water, doesn't even bead, and you can clearly see ceramicoat was not done. I don't think you can even do it in a day? I'm willing to take it to places to see if it has been done.. And the kicker. They gave me less in trade than on my original deal. This all struck me as my amount financed showed up in my bank went from $17,364 to $25,818!!! I can't even unravel the numbers to understand how it got there?" I was led to believe this was a straight up formality, my warrantee was getting transferred and done. Not the case. He got me with the talking payments deal and I didn't even think about the loan/trade in amount getting manipulated. I didn't hit my head. I had an amount I wanted to spend. Good faith and fair dealing was breached. I have contacted them through their website 3 days ago and they have not responded. This second paper shuffle got me. It should have been original loan amount + $3,000 and the added package of ceramicoat, rim protection, fob replacement. I already had bumper to bumper coverage so it can't have been an additional $5,400 for the add on alone?

  Business Response

  Date: 05/15/2025

  We take every customer concern under serious consideration (Put ourselves in their shoes). That is exactly what we did in our first attempt to satisfy ************ It is highly uncommon that a customer trades a vehicle within 30 days of taking ownership. Less than 1%. With the first truck *********** purchased we acknowledged his complaint. Addressed the issue and found that his complaint was valid but incorrect. The truck was perfectly aligned. Understanding that *********** wasn't satisfied with the results, my Dealership entertained but did not recommend trading for another available truck. *********** was aware that the corresponding move would cost him more. Fast forward 2 weeks later and *********** concludes that this isn't the deal he agreed upon. We are basing all of our information on what was signed by him. **** *****(**) has offered *********** this resolution. The first truck he purchased from the Dealership that mirrors his deal as if the second transaction never happened and take it to a service station of his choice to have an alignment done at my Dealerships expense.

  Regards,

  ***** *****

  President

  Customer Answer

  Date: 05/15/2025

  *** Mariano's is correct in the fact that I asked to swap out the first truck. It pulls slightly to the right and the salesman acknowledged that previous test drivers had said the same. (why the vehicle was out for people to drive if it didn't pass inspection I can't answer that.) They agreed to give the truck an alignment as part of the purchase. I picked the truck up and it was the exact. Same. I drove on the crown of the road, I drove on flat road. It didn't matter it was the same "feeling in the wheel" That truck has an aftermarket lift kit in it and I suspect it's something to do with that and geometry, rather than the tires having the correct toe, etc. I respect their offer to wind the deal back to the truck I felt was incorrect, but I politely decline. There was no "buyers remorse" it just never drove right anytime I drove the vehicle. Since the first submission I have made to BBB I looked further into the Ceramic coat or whatever term is used. Upon further inspection after I saw rain would not react to the ceramic coating I was supposed to have received, but then told an actual ceramic coating isnt done as that would involve paint correction, intensive cleaning of the surface of the vehicle etc. I subsequently drove through a car wash to get at least a spray wax on it. Suddenly multiple dents were EASILY apparent on the hood and roof of the truck.  And professional evaluation, it has come to my attention that the vehicle has significant hail damage, which was not disclosed at the time of sale. As you are aware, under RSA 358-A, the New Hampshire Consumer Protection Act,dealers are legally obligated to disclose any known material defects that affect the condition, value, or operability of a vehicle. Failure to disclose hail damage, which clearly impacts the value of the vehicle, constitutes an unfair and deceptive business practice under New Hampshire law.  Jarring to say the least. I was told I'd "seen the vehicle" when purchasing it. It's as is. No As is refers to mechanical issues. If I bring the truck in for trade with hail damage and am not unscrupulous about it would they give me top dollar in trade value? No. The truck is not only not worth the price it got pencil whipped up to in the contract, the value is less further still as a result of the unreported hail damage. I counted approx. (50) dents on the hood of the truck and then when climbing in saw that I missed dozens more. The roof of the truck is peppered. I'm going around getting repair estimates right now so I should know shortly what the repair costs will be. I look it up and as silly as it sounds hail dents can also alter the integrity of a vehicle if even in the SLIGHTEST. Compromising panels intended to buckle certain ways in certain conditions.       I am revising my resolution in this dispute to a $12,000 check in my name mailed to my home. I don't want to revisit the dealership. The dollar amount I came to is to make the truck what it was supposed to be when purchased (I love the vehicle) and the paperwork shuffle that went on. The depreciation that comes with the resale of a vehicle with such damage, (Which they never reported). And I will be out of their hair.

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23324881
  
  I do not accept the business's response as a resolution to my complaint because:*** Mariano's is correct in the fact that I asked to swap out the first truck. It pulls slightly to the right and the salesman acknowledged that previous test drivers had said the same. (why the vehicle was out for people to drive if it didn't pass inspection I can't answer that.) They agreed to give the truck an alignment as part of the purchase. I picked the truck up and it was the exact. Same. I drove on the crown of the road, I drove on flat road. It didn't matter it was the same "feeling in the wheel" That truck has an aftermarket lift kit in it and I suspect it's something to do with that and geometry, rather than the tires having the correct toe, etc. I respect their offer to wind the deal back to the truck I felt was incorrect, but I politely decline. There was no "buyers remorse" it just never drove right anytime I drove the vehicle. Since the first submission I have made to BBB I looked further into the Ceramic coat or whatever term is used. Upon further inspection after I saw rain would not react to the ceramic coating I was supposed to have received, but then told an actual ceramic coating isnt done as that would involve paint correction, intensive cleaning of the surface of the vehicle etc. I subsequently drove through a car wash to get at least a spray wax on it. Suddenly multiple dents were EASILY apparent on the hood and roof of the truck.  And professional evaluation, it has come to my attention that the vehicle has significant hail damage, which was not disclosed at the time of sale. As you are aware, under RSA 358-A, the New Hampshire Consumer Protection Act, dealers are legally obligated to disclose any known material defects that affect the condition, value, or operability of a vehicle. Failure to disclose hail damage, which clearly impacts the value of the vehicle, constitutes an unfair and deceptive business practice under New Hampshire law.  Jarring to say the least. I was told I'd "seen the vehicle" when purchasing it. It's as is. No As is refers to mechanical issues. If I bring the truck in for trade with hail damage and am not unscrupulous about it would they give me top dollar in trade value? No. The truck is not only not worth the price it got pencil whipped up to in the contract, the value is less further still as a result of the unreported hail damage. I counted approx. (50) dents on the hood of the truck and then when climbing in saw that I missed dozens more. The roof of the truck is peppered. I'm going around getting repair estimates right now so I should know shortly what the repair costs will be. I look it up and as silly as it sounds hail dents can also alter the integrity of a vehicle if even in the SLIGHTEST. Compromising panels intended to buckle certain ways in certain conditions.       I am revising my resolution in this dispute to a $12,000 check in my name mailed to my home. I don't want to revisit the dealership. The dollar amount I came to is to make the truck what it was supposed to be when purchased (I love the vehicle) and the paperwork shuffle that went on. The depreciation that comes with the resale of a vehicle with such damage, (Which they never reported). And I will be out of their hair.
  Sincerely,
  
  ***** ********

  Business Response

  Date: 05/16/2025

  There is no legal precedent or grounds *********** is referring too. I will purchase the vehicle back for what he purchased it for. I would prefer to move forward without Mr. ******** as a customer and without being bullied into a clear cash and grab scenario. Thank you for your time and patience. 

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23324881
  
  I do not accept the business's response as a resolution to my complaint because: 
  Being a Licensed car dealer in ** *** Mariano's as a better business should know NH used vehicle sales laws. Here is is below if this licensed NH automobile dealer needs to be refreshed on NH law 

  1. New Hampshire Consumer Protection Act (RSA 358-A)
  Prohibits unfair or deceptive acts in trade or commerce.
  Failing to disclose a known, material defect (like hail damage) violates this statute.
  Material facts include anything that a reasonable buyer would consider important in deciding to purchase or determining the value.
  2. New Hampshires Commitment to Protect Consumers
  With further research of my rights, I have found the ************************************************ has stated that omitting or failing to disclose known damage that affects value or safety (like frame damage, prior accidents, or significant cosmetic damage) may constitute a deceptive trade practice.
  Hail damage that:
  Is significant (e.g., visible dents across body panels, roof, or hood),
  Reduces the vehicles value, or
  Was repaired without disclosure,

  
  ...is considered material and must be disclosed, especially by a licensed dealer.

  This is not a cash grab. If this business thinks a cash grab is trying to get recompense for a hail damaged truck, I'd have to question that. 

  The only reason I had to bring the laws of NH into this is because I was getting no responses to my e-mails until then. Literally. Literally emailed the sales manager and copied the salesman. Normally it's hits right back. ****. Clammed up. What do I do?

  I don't see how accepting the lower amount of money you want to give me for trade in than my original vehicle (Which makes no sense to me it lowered it from my original trade value amount on a swap?.) Why would I accept that? I love the truck. ** was just misrepresented and is devalued, I would like it to be repaired and compensated for the devaluation. 

  
  I'd have to unravel a deal where I still have a loan when we're done? and cancel these service contracts pro-rated and wait on checks? That solution sounds like a sticky mess to me that falls into my lap. Why would I do that? Why should I have to do that and have my money tied up? Would you enjoy that?

  The other option was to put me back into the first truck I purchased, One that never drove correctly from the first test drive. And you can have all the tires perfectly aligned and that does not mean a vehicle "has to be driving straight now" ** didn't. I swear. I don't know if it is suspension geometry from the lift kit, tire pull. ***. You tried to fix it. it didn't work. You have to drive it for a bit and you'll get it. just like a random clunk you can only replicate occasionally, ** didn't feel right in the wheel. After the attempt I asked to unwind that and I'd pay $3,000 more for the truck *** in. On my grandmothers grave I did not see any hail dents. The next contract I got less trade $ and overpaid for the 2nd truck. Shame on me, my name is on the paperwork. As a normal person you would look at how I negotiated vs that contract and you could see that I wouldn't have taken a deal like that if I thought that's what it was. **'s silly. But. again. I agree. My signatures on it so you got me. Hope everyone is happy and thinks that was hilarious. **'s a significant amount of money, I personally don't. Again. On my grandmothers grave I have extreme panic attacks. I have a psychiatrist and a counselor in *************. I have called 911 twice. Nobody knew that. You didn't know that. ** just happened. I don't remember my own wedding I was concentrating so hard to not pass out. ** *****. I wouldn't wish it on anyone.

  I find the hail damage. What do you do in my shoes? I recheck the Carfax, I e-mail the salesman and a Mr. ******* about the contract questions and the Hail damage.

  I get no response after 2 e-mails. What would you do?

  Next fix is you ****, we don't want you as a customer because I had to push this hard to get responses? No sir... *** not a dirtbag. **'s not a money grab. **'s numbers to get SOMEBODY's attention. If every way to try and fix this is I get less and less, why would I want that? I don't understand how that is a solution. *** already buried further than I want to be now. 

  What do you do in my shoes? You think this is a money grab? You think I don't want to go to your dealership? I love the dealership.

  Can we get the truck fixed? 

  Can you answer why it wasn't disclosed?

  Can you answer why it wasn't indicated to me or put on the Carfax when you took the lease back that the truck had sustained hail damage? 

  NH law says a reasonable buyer. A reasonable buy is who I was when I drove my paid off 2020 **** F150 Lariat 2.7L with 100k miles in to buy a used truck that I negotiated 4k off the asking price. 

  That's a reasonable buyer. 

  Look back at the evidence sir. ** IS a strange chain of events but they happened. And instead of anyone listening they don't respond and double down on me being a jerk instead of just looking at the facts. 

  I appreciated the chance to "swap vehicles" Yes Cliff the salesman and I talked verbally so F me. That doesn't count, I signed the papers.

   If it was your kid would you be jumping for joy at the second contract. No. You'd be miffed. You'd ask some questions. What happened here? **'s true. 

  You find hail damage after you get wax on the truck. **'s true. What would you do?

  I understand your less than 1% people returning cars in the beginning **** and I unfortunately had to become part of that percentage. I didn't WANT to. My note should be around 21k and instead *** sitting at about 25.5k and it's a devalued truck. Nobody responds. What would you do???? You get on the BBB, you send letters of demand. You put amounts that get attention. JUST to get them to the table. I know it was 2 vehicles. But should I have had to go to this/that length?

  Talk to anyone I dealt with at the dealership. *** not some picky nitpicky guy. I laid in the hot sun and swapped my hard tonneau over to the truck with *****. We talked. Everyone's great. Either the finance guy or sales manager got eyes bigger than their stomach somewhere in the middle of the second contract, and the hail damage is what it is. I can't not believe it either happened under your ownership prior to lease, or was deducted from the lease when turned in. I can't. And had I known I (thinking out loud) would have retracted my 3k over my original deal price and shot for an even swap. Whether that pans out like that we don't know. I don't know. Maybe we meet in the middle. Maybe I don't buy it.

  *** just a regular guy. I know I bring in my trade. I get lowballed. And you try to make some money on a sale. That's how buying a car works. I don't begrudge anyone making a profit. That's why you're in business. And I KNOW your dealership doesn't operate like this but like I said. Either the sales manager or financer's eyes got bigger than their stomach (I actually appreciated you guys letting me "swap" trucks so much I opted for extra coverage because I know you make money on it and I felt like a pain in the a** A complete pain in the a** I was embarrassed, very embarrassed to have to walk back in the building. I don't want to be "that guy".) 

  And the hail damage is I hope just a mistake. And that's it. That's the story. There isn't much to it. 

  If you'd have traded straight up because of the hail damage I would be sitting at $17,364 plus the extra coverage I bought. Instead *** sitting at $25,818. AND a devalued truck. Trucks that their asking prices were close. ** doesn't seem odd at all to you **** Taking off the used car hat. Does it seem odd? 

  *** open to resolutions. Pretend you're me. What would you want for resolution? The Carfax updated, A new truck hood, paint-less dent repair on the rest and a devalued difference at the very least? Never minding the above, like which I said. I put good faith and fair dealing first in that room, but would you sign that deal? As a reasonable person. No. No you wouldn't. 

  So here's my resolution to this. If you honestly as a businessman, man and human being believe what I write below to be true I'll retract everything. Pull down my bad review and close this case and stay out of your hair:

  -If you think *** wrong here and ***** and I had a verbal understanding that got misconstrued either purposefully or on accident and sorry ****. We obviously got ya' on that one your names on the paper too bad. And you HONESTLY believe I would sign a deal that bad for the second truck if I was of my full faculties. 

  -If you believe. I was sold a quality product, that was fully represented properly by law and. And I saw that hail damage and never made mention of it, or tried to talk down the price of the truck because of it.  Sorry Kev. Tough break.

   

  If you Mr. ****** the President of the Company, believe those things I'll drop everything.

  No questions asked.

  -***** ********

• Initial Complaint

  Date:05/06/2025

  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.

  My husband and I went in to purchase a used Jeep Grand Cherokee from ***** in the sales department. At the time, he acted like he cared about our situation and need for a car to get to work. I believe ***** took advantage of that need we had and offered us this Jeep for a whopping $900/month with the absolute reassurance that we would NOT be paying that amount for long, only a very short time maybe 6 months according to him. That once we make about 6 months of on time payments at that amount we would be able to refinance for a lower monthly payment and assured us it would be no problem. This was part of what we would consider a verbal contract as it was the ONLY REASON we accepted the deal at all. Flash forward 6 months of me making all our $900/mo payments EARLY biting the bullet financially just to get by until we could refinance, I go into the dealership excited to get this taken care of and alleviate some of the financial burden this has been putting on us only to find out it was a complete LIE. ***** who sold us the car no longer works there and we find out refinancing was and never will be an option for us, to refinance the vehicle we would have to pay over $7,000 in full to even THINK about being able to refinance (I guess the car was worth much less than what we paid for it and no bank will refinance us for that amount unless we pay the difference up front?!) I was absolutely devastated and felt completely taken advantage of. Now, a little over a year later we have been stuck paying the $900/mo with no light at the end of the tunnel. There is MUCH more to this story I couldnt fit in this box to submit. Including mechanical issues with the car, being lied to about being able to trade the car in and more. I DESPERATELY want to speak to the President about this. I am submitting this complaint because I have tried to resolve this with the dealership and have gotten nowhere with them. PRESIDENT ***** ***** please contact me so I can tell you the details.

  Business Response

  Date: 05/09/2025

  We are currently collaborating with Mrs. ******* to help identify an amicable resolution to address her concerns.  While we strive to make every customer interaction the best, unfortunately, there are times that we fall short. 
  

  Communication is key and in the case of Mrs. ******** I feel we couldve done a better job.  We are grateful to Mrs. ******* for bringing her concerns to our attention.  Although its hard to see light shed on our imperfections, it is interactions such as these that help us become better. 
  

  Although we have taken some immediate actions to resolve some of Mrs. ******* concerns, we acknowledge that there is still more work to be done.  We are thankful that she is still willing to partner with us to help resolve these concerns and we look forward to doing so.
  
  ***** *****
  President
  *** Mariano CDJR

  Customer Answer

  Date: 05/13/2025

   
  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.
  

  Thank you SO much to both **** ***** and President ***** ***** for acknowledging this issue and taking the time to make it right. It means a lot to my husband and I as hard working people with not a lot of money who rely on this vehicle for everything in our life. Thank you for working to make this right by us.
  
  Sincerely,
  **** *******

• Initial Complaint

  Date:11/27/2023

  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 Nov 1 my 2022 Ram 3500 was towed to Mariano Ram due to a "do not drive" error message. My vehicle cost me $79,000 & came with a bumper to bumper warranty that covers the vehicle for 36 months & 30,000 miles. My vehicle has 14,000 miles.
  Mariano "worked" on my vehicle for 9 days then returned it to me on a Fri nite. Mon at 8 am I returned the vehicle to Mariano explaining that the vehicle was not repaired. That was Nov 13. They have still not completed the repair despite the fact that it only needs a sensor, according to them.
  They told me they located the sensor on Mon 11/20 & that they would overnite it from Miami. As of Friday 11/24 they claim they have not received it. I don't believe that.
  Our relationship has become adversarial. I believe that 4 weeks to have a vehicle for such a relatively minor issue is unreasonable. It should be noted that that I requested twice a substitute vehicle. It was denied both times.
  Please help.

  Business Response

  Date: 11/27/2023

  Mr. ******* vehicle was brought in with no appointment on 11/01/2023. We notified customer that we will do everything that we can do to accommodate Mr. *****. We have all of our loaner vehicles out to our customers so unfortunately unable to supply transportation to Mr. *****. We were able to then on 11/07/2023 get his truck into the shop where we diagnosed and replaced a part under warranty. Mr. ***** picked up his vehicle on 11/10 then after on Monday, again with no appointment drops his truck back off due to concern returning. We then accommodated him and got his truck back in before other customers. We had to contact STAR which is Chrysler technical assistance. We communicated with Chrysler and the customer with updates the best we could. After reaching a verdict to what part is needed for his truck, we ordered the part but only to find it is on back order. We informed the customer this but was able to locate a dealership in Miami. We began retrieval of that part to which we have fully communicated with Mr. ***** multiple times. He has been unaccepting of the lack of control we have over getting parts. We have done as much as we can at the dealership level to accommodate Mr. *****. He has been very rude to employees and we are doing our best to communicate to him but nothing is enough for him. I strongly suggest Mr. ***** has the option to bring his truck back to his selling dealer that could not accommodate him to begin with.

  thank you

  Business Response

  Date: 11/28/2023

  Unfortunately I believe my dealership (Bob Mariano CJDR) and Mr****** are at an impasse. I have tried to accommodate him every  way possible. To no avail I'm afraid I cannot live up to his expectations. I'm certain that's why he chose to purchase his Ram from another Dealership. I would like to be clear, my customers do take priority over others. I believe that's standard operating procedure.I also don't, under any circumstances have to service any vehicle whether there is a manufacturers warranty or not when a customer choses to aggressively talk and act towards any of my employees. If my process of taking care of my customers and my employees is not satisfactory to Mr****** I suggest that he take it to his selling dealer. If he opts to accept the way I operate my Dealership then with his cooperation I am willing to fix his vehicle. In closing it doesn't appear that there is any real resolution to this issue. Mr****** has voiced his disappointment to both Stellantis( Survey) and to the BBB (Formal Complaint). He has the option to have his vehicle serviced anywhere. Why opt for the one you dislike? I have an impeccable record with the BBB and plan to continue my commitment to customer satisfaction. Please advise on the next steps.

  Regards,

  Brian D****

  President

  Customer Answer

  Date: 12/11/2023

  
  
  Complaint: 209*****
  
  
  
  I do not accept the business's response as a resolution to my complaint because: 

  Hello Becca,

  I'm sorry for the delay. I've had a very busy week.

  I see that Bob Mariano has agreed with me that my vehicle was passed over in favor of vehicles purchased at his dealership repeatedly. I also see that they in essence agree with me that the relationship became personal when I did not give them a favorable rating on the manufacturer's survey.

  It should be noted that the survey & my contact with you did not happen until my vehicle was in their shop for 3 weeks.

  The final repair consisted of the replacing of an air filter & a sensor. My final rhetorical question for them is are the proud of this time frame for such a minimal repair.

  Thank you for your help.

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

   

  Business Response

  Date: 12/11/2023

  Re: ID # 209***** - ******* *****
  
  Dear Brian D*****
  
  Thank you for your recent response to ******* ****** We have not yet heard from the consumer and are closing this case as answered.
  Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached.  Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."
  
  The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language. 
  
  In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer. 
  
  Sincerely,
  
  Becca ******
  [email protected]

   I understand your position. I had a busy week myself.

  Regards,

  Brian D****

• Initial Complaint

  Date:07/10/2023

  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 leased a Jeep Wrangler 4xe through them in November 2021. I put over 6,000 down and pay 439.00 a month. I put down that money because I planned on buying it out after the lease was over. I received notices in the mail about recall work that was needed. I called dealership and made an appointment for 3/9/23 when I picked up my vehicle that same day they stated that everything was fixed. By the time I had gone home that day the check engine light was on. I called the dealership again to make another appointment. it was scheduled for 3/17/23 at this time they told me that i would need certain parts and that they were backordered indefinitely but that my car was safe to drive and they would call when they got the parts. I called jeep and complained because my heat wasnt working and they knew that when giving my vehicle back, the dealership said that i would just need to start my car earlier that it would waste more gas but the engine would heat the cab. Mysteriously they received the part after jeep contacted them shortly after about 2-3 weeks and it was fixed. In May my check engine light and a electrical service light came on I called and dropped it off 5/31/23 where they called and told me that they didnt know what was wrong and that they were talking to chrysler about it but that i could pick it up for now, but if i did they would have to start the process with chrysler all over again the next time so i asked for a loaner which they denied saying that they didnt have any available. I went to pick up my jeep and spoke with the manager who gave me a car to use and told me that he would get me out of my lease because the car kept having the same problem. Another manager contacted me through text and tried to get me to get into a used vehicle on their lot for the same monthly payment i was paying for my jeep but not jeep at all, and older then my jeep was Also texts were very condescending The service department called me after a month of my jeep being there and told me that it was ready for pickup. I went and got it and when i turned it on the lights were still on. They kept my car where its still there now. They called again on 7/5/23 to pick it up as they couldnt figure out what was wrong because the lights werent on. He then called an hr later stating that the lights came on while getting gas and that they are going to try and find out what is wrong with it. They still have it after a month and a week so far. I still pay 439 a month for it, the service guy said he has been driving it every day so hes also putting miles on it.

  Business Response

  Date: 07/12/2023

  We have been working diligently with Chryslers engineering team to repair this vehicle, but as of this time it remains unrepaired. Chrysler has started the process to buy the vehicle back. The customer has been and still is in one of our loaner vehicles at no charge. The customer has been updated frequently throughout this process.

• Initial Complaint

  Date:02/10/2023

  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.

  I brought my 2021 Jeep to Bob Mariano for a leaking coolant issue (recall). I made the appt online and added a couple of minor fixes to the request. The service advisor called to review my concerns. I told him the two minor things could wait and I would take to the other dealership that’s already looked at the issues before. He assured me they were simple and quick fixes (no mention of cost). After much back and forth and help from Scot (service manager) I was able to get my warranty issue resolved. However, when they called to tell me what the issue was, they gave me an estimate to fix the two minor things. I said I would wait as I feel the other dealership might’ve caused them. I was then told I had to pay a diagnostic fee. Not at any time was this mentioned in previous conversations. Even in my initial conversation with them when I said the issues could wait. When I voiced my frustration, the advisor hung up on me. After calling back and no answer, the manager (Scot) called me. He agreed to split the cost in half. However, I have an issue paying any amount when I didn’t have the chance or choice to decline the “diagnostics”. I paid the cost ($75) and left. This is my first Jeep and was hopeful to find a nice dealership close to home to service it. Unfortunately, I found the exact opposite. Extremely bad business in my opinion. What happened to be successful by being honest? It goes a long way. You take advantage of people, you lose business

  Business Response

  Date: 02/15/2023

  The customer originally paid $70.49 which we have sent a refund check to Ms. ******** for this amount.

  Customer Answer

  Date: 02/15/2023

  
  
  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:01/13/2023

  Type:Billing 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 went to Bob Mariano's on December 29, 2022 to have work done on my Jeep. An employee, Alex, called to discuss the costs of the 2 things I needed looked at and various other items that they stated needed to be done. I was quoted $413.94 for the heat to be fixed, about $1,600 for the back wiper to be fixed and then another $2,763.30 for the other issues they had 'found' (many of which were things that would have come up in the state inspection which had been completed and passed approximately 10 days prior). I declined the additional work and declined the back windshield wiper and confirmed with Alex on the phone that the cost would be $413.94. The next morning when I went to pick up my car, Alex told me that the cost would be $598.34. I questioned why it was not the price that was discussed the day before and he responded with 'oh did I forget to mention there is a $135 diagnostic fee' to which I told him he had not stated that and had told me it would be $413.94. I paid the total amount since it could have been a simple mistake of forgetting to tell me. After leaving, I reviewed the invoice because I realized that $413.94 + $135 did not equal $598.34. Not only did he not mention the $135 diagnostic fee, he also neglected to mention a $49.90 charge for "shop supplies", which was not included in the quote and was also conveniently not disclosed when I questioned the total cost. After realizing this, I attempted to make contact about a refund via the contact option on their website on December 29th and have not received a response. I am seeking a refund for both the diagnostic charge and the shop supplies charge as this was not agreed upon or disclosed prior to pickup and the business was very deceitful by not disclosing. Pricing should be transparent with the customer and by confirming with Alex that the cost for repairs would be $413.94, there shouldn't have been any surprise charges at the time of pickup.

  Business Response

  Date: 01/13/2023

  I spoke with ***** *******, I apologized for the failure on our part and explained to her that the Service Advisor she delt with is very new to this business and is in the learning process. We are sending her out a check for $184.40 to reimburse her for the diagnosis charge and the shop supply charge that she was not informed of. She was very understanding and seemed satisfied with this. If you need any further information, please feel free to contact me.

  Customer Answer

  Date: 01/13/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18806791, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:10/20/2022

  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.

  Good Day,
  
  Hello, my name is ***** *******, residing in Hooksett, NH
  Purchased a 2018 Jeep Wrangler new from Bob Mariano.
  Severe rust issues with vehicle well documented within the
  last year and beyond.
  I understand there are some large class action suits regarding
  premature rust on the bottom side of doors and door hindges.
  
  Your help is greatly appreciated.
  
  Thank you,
  
  ***** *******
  Cell 603*********

  Business Response

  Date: 10/26/2022

  Good morning, I'm writing to update you about Mr. ********* complaint.  Mr. ******* has a 2018 Jeep Wrangler that at the time had 67130 miles on it. The type of rust his vehicle was displaying was surface rust under the paint. This type of rust is only covered for the first 3 years or 36,000 miles, whichever comes first. We made the decision to try to help Mr. ******* out as a "Goodwill" gesture. Some repairs we can self authorize but this was beyond even our limits. That being, we contacted our Chrysler Representative. He authorized us to "Goodwill Repair" Mr. ********* Jeep's door hinges as these are an issue that Chrysler has seen before. For any other rust to me covered by factory there would need to be a hole completely rusted through the metal, which there was not. We try to help our customers as best as possible and feel that taking care of an issue that is 31130 miles out of warranty displays that. Please feel free to contact me if I can be of further assistance.

  Thank you.

  Ed A*******