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:10/20/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This dealer is lacking in transparency, from the listed price, they actually ran our credit for 15,000 more than what was told, they didn’t have any transparency on trade in, they didn’t have concrete answers on the total amount financed, we walked away after contacting our bank, but, in a purchase that big shouldn’t there be laws about transparency?

  

  Business Response

  Date: 10/28/2024

  We regret the customer had a bad experience at our dealership.  Unfortunately, the customers were upside down on their trade which impacted the deal and loan structure.  The negative equity on the trade increased the amount financed, and consequently, the monthly payment to an amount that was higher than the customers were willing to pay.  The dealership strives to be transparent with its customers, and we apologize if the dealership failed to clearly convey this information to the customers.  Had a deal been worked out, all of the terms would have been clearly spelled out on the purchase paperwork.

• Initial Complaint

  Date:09/23/2024

  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 purchased a vehicle from David Stanley in Midwest City in January 2024. I was told by a "finance manager" and the new car sales manager that my lender was requiring me to add on extended warranties with paint, tires, and keys that added an additional 10,000 to my car price. I was told that if these warranties were taken off I would have to pay an extra 6,000. So the deal continued with the added warranties. A few months later after speaking with my lender I was notified that they the lender NEVR required this for my loan. At this time I began the process to cancel these added warranties which was beginning of July. I contacted the warranty program and was told to submit the cancelation through the dealership. David Stanley was contacted but I requested to speak with someone other than the "finance manager" that had lied to me. I left at least 4 voicemails with different people at David Stanley and never received a call back. At one point the finance manager that I asked not to speak with was put on the phone and gave me a different name to try and deceive me. Finally I had to go into David Stanley and was able to submit a form of cancelation for the 3 warranties on 7-26-24. I was told this process could take 6-8 weeks. I contacted the warranty department 8 weeks later and was told that they submitted a check to David Stanley on August 9th (6 weeks ago). I spoke with David Stanley this same day and was told they didn't know where the checks were that were sent 6 weeks ago. I have left some messages with manager and general manager trying to voice my frustrations and concerns about this whole ordeal but still have not received any phone calls back. I then tried calling David Stanley asking for the corporate number and was told that they didn't know the phone number. I was finally told today 9/23/24 that the check is being sent to the lender for 2 of 3 the warranties. The cancellation form was submitted for three warranties but only two have been done on their fault

  

  Business Response

  Date: 09/27/2024

  David Stanley Dodge aims for customer satisfaction, and
  we regret the customer had a bad experience at our dealership.  Vehicle protection products are always
  optional and are not required to purchase a vehicle and obtain credit.  This information is clearly disclosed in our
  Optional Product Disclosure and all contracts the customer signed
  (enclosed).  We apologize if there was a
  misunderstanding regarding the purchase of these products.  The customer filled out a cancellation form requesting
  cancellation of 3 products: (1) extended warranty (which she didn't buy), (2) paintless
  dent repair, and (3) tire and wheel.  The
  customer contacted our accounting department several times regarding her warranty cancellation refund, and we explained to her she did not have a
  warranty contract on the vehicle.  After
  discussing and going over her contract, we determined the customer was
  referring to her Key contract.  Our
  accounting department processed the cancellation and all refunds were sent to
  her lender on September 23, 2024.  We
  thank the customer for her patience in resolving this matter.  

  

  Business Response

  Date: 10/09/2024

  Vehicle protection products are always optional.  If an employee stated otherwise, that was incorrect.  We have our customers sign several contracts stating the products are optional so there is no question about their voluntary nature.  The customer submitted a cancellation form on 7/26/24 requesting cancellation of Paintless Dent Repair, Tire and Wheel, and an Extended Warranty.  The key contract is not a warranty, so that is where confusion was. The customer called our accounting department on 9/23/24, and at that time we explained she had a key contract, not a warranty.  Once the confusion was cleared up as to which products she wanted to cancel, the cancellation checks were sent to her lender.  We apologize for any frustration the customer may have experienced during this process, but we are glad we could get this resolved for her.  We thank the customer for her feedback and will use it to improve our sales process moving forward.

  Customer Answer

  Date: 10/14/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was lied to and told by 2 managers when I was going through the financing that the lender was requiring the extra warranties or the deal would not go through. 
  
  
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:09/20/2024

  Type:Customer Service 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.

  These people are misleading the public any which way they can. The advertising on the radio will say one thing that they will help with negative equity. “They are the ones making the deals that other won’t??
  The people I spoke to on the phone will tell what you need to hear and to come into the dealership, Like ****** and then, oh wait! They’re not available, but lucky for you a car salesmen will be introducing himself and will tell you that ****** is not available so he sent him and that yes of course we can postpone your down payment for 30 days and take your trade but first we need for you to fill a credit application, by the time they get done running your credit it’s four or five lenders in, mind you the whole time I was there. I was not given a real contract to sign. I was just given scibbles to write for all I care. They kept trying to flip the numbers and give me 21% interest $1390 for a 48 month term on a $22k? That would still require me to lose my first car. The guy literally told me I can just kick my car payment; that I can just call the loan agency and tell them to come get it.
  Let me ask you *********** is that how you conduct business with your lenders/banks.
  I couldn’t trade in my vehicle , but your option is call the bank to return my vehicle to them, and buy from you??
  I was not provided the buy or sale rate when I asked and in accordance to the fair credit reporting act nor the actual sale price of the vehicle because “interest and other fees are not added up.” I came in with paystubs along with my recent most recent bills and was willing to provide more paperwork and show what I am able to pay like I’m obligated to do, but I was told it wasn’t needed. That a loan couldn’t get approved but I’ll get a call tomorrow when they get it approved in the morning. They would be calling the bank rather than by the system to get it. Look yall tried to misled and told countless lies today (sept 19) and yesterday.

  

  Business Response

  Date: 09/27/2024

  David Stanley Dodge aims for customer satisfaction, and
  we regret the customer had a bad experience at our dealership.  Our negative equity assistance advertisement
  only applies to certain vehicles and is subject to approved credit. We do our
  best to get customers approved for financing, but ultimately it is up to the
  lender.  Unfortunately, due to the
  customer’s low credit score and lack of downpayment, no lender was willing to finance
  the proposed transaction.  Since the
  customer was not approved for financing and could not purchase the vehicle, no
  contracts were signed.  The Fair Credit
  Reporting Act does not require a dealer to disclose buy rate, and a sale rate
  (had credit been approved) would have been disclosed in the finance contract.  We regret we were unable to help the customer
  and wish him the best of luck in his vehicle search.

• Initial Complaint

  Date:07/16/2024

  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.

  Please see attached complaint form.

  

  Business Response

  Date: 07/19/2024

  The customer's complaint was that the AC was not coming on
  when starting the vehicle.  The customer approved the amount of
  $616.00 for diagnosis and battery replacement (see attached approval).  This amount does not include shop supplies,
  environmental and waste disposal, or tax.  The diagnosis included testing
  the AC and electrical system.  Once it was determined that the
  battery was bad, the battery was replaced and then the technician had to retest
  the AC and electrical system to verify no other issues were present with
  the AC or electrical system.  An error in our system misquoted the labor
  amount (it was quoted at $396 but should have shown $400 since labor is charged
  at $200/hour).  This $4.00 difference is
  the only discrepancy between the quote she approved and the final invoice. The
  labor paid was for diagnosis of the AC system and electrical system
  twice (before and after battery replacement) along with the replacement of the
  battery.  The customer received a
  discount on the cost of the battery as the customer only paid $220 for the
  battery but the battery retails for $437.50 (a savings of $217.50).  Unfortunately,
  we cannot discount the invoice further.

  Customer Answer

  Date: 07/22/2024

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

  Customer Answer

  Date: 07/22/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  *** *********

• Initial Complaint

  Date:07/05/2024

  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.

  May 17, 2024, worst car transaction ever occurred at ***** ******* Dodge, Midwest City, Oklahoma. I went with my husband to but a new Ram truck, we had an awful experience, lies, deception, false promises,. We were told one payment, it went up 300.00 despite putting down 5,000.00. When I was there the salesmen, and financial persons refused to speak to me, only speaking to my husband. In point of fact the survey about the deal went to my husband, ****** *****. He, upon my request, filed a BBB complaint, but a **** ******** from crooked ***** ******* said he was not on the deal, so she would want the case dropped. I have been through significant health issues, but these folks want me to complain, here you go.
  1) We were told the truck had remote start by salesperson **** ***, that was a LIE (1). We were shown how to remote start from our phones, but oh we do NOT Have remote start, LIE(2). They put a wrong address on paperwork, LIE(3). They said they included TT&L, that was a LIE(4). A ***** ***** sent a letter via Fed Ex,see attached, saying they were getting the GAP insurance and warranty products the correct address, we have ZERO proof of that ever happening, LIE (5). The certificate of origin was never corrected, despite ***** ******* saying they would, LIE(6). They promised two free car washes and a $100. 00 check from **** ********, that never happened, LIE(7). They could not locate the second key, luckily when taking to trash/plastic left in the glove box, my husband found the second key, LIE(8). I was treated like dirt, a second class citizen, like the 1950's where Women were not worth talking to, it was disgusting. The finance person said only my name could be on the title because I took the loan, LIE(9). Oklahoma says anyone can be on the title, as older adults we have everything in both names, ****** or ******, so if one of us passes away it does not cause court issues. They wanted me to file a BBB, well I have, let's see what lies they tell now.

  

  Business Response

  Date: 07/18/2024

  SEE ATTACHED

  We regret that the customer had a bad experience at our dealership, however we do not believe it warrants an attack on our employees.  The customer even attacks a BBB employee (**** ********) who had nothing to do with this transaction.  These attacks are completely uncalled for.  With respect to the monthly payment, financing is always subject to lender approval. We do our best to get customers approved for their desired payment, but ultimately it is the lender’s decision as to what the loan terms will be. 

   

  As for the “lies” the customer identifies in her complaint, these are (1) not lies at all; (2) misstatements of fact; and/or (3) misstatements of law, and the dealership will address them in kind:

   

  1. The window sticker displayed on the vehicle clearly shows it did not come with remote start (see attached window sticker).  Remote start can be added for an additional charge, which the customer did not pay for.  The customer had the opportunity to test out the vehicle’s features and did not alert the dealership of any issue or request to add remote start.

   

  2. Our salesperson gave the customer information on available features, which we would expect the salesperson to do.  Remote start – if a customer elects to add this feature – can be operated through a mobile app.  

   

  3. A typo in the customer’s address is not a lie; it is a simple mistake.  In any event, the customer is supposed to review the paperwork to confirm their information is correct before signing, and Ms. Magin did not alert us of any issue with her address at that time.  Once the dealership learned of this error, it was immediately corrected.

   

  4. The dealership did not agree to pay TT&L as part of this transaction. The customer signed a document acknowledging the dealership was paying $0 toward TT&L and that she would be responsible for the full amount (see attached TT&L Acknowledgement).

   

  5. The customer’s address was corrected on all products she purchased. See attached confirmations from NSD (Gap), Portfolio (Service Contract), and Tripac (ID Theft).

   

  6. The way to correct a Certificate of Origin with a typographical error is to submit an Affidavit of Correction with the title paperwork when registering the vehicle.  The dealership provided the customer the requisite Affidavit of Correction, so she has everything she needs to title the vehicle with the correct address.

   

  7. The dealership mailed the $100 check and coupons for 2 free car washes to the customer over a week and a half ago.  If the customer has not received it, she needs to let us know.

   

  8. Extra keys are typically stored by management in a key box inside the dealership.  If the extra key was in the glove box, that explains why the dealership could not locate the 2nd key. 

   

  9. The customer’s understanding of Oklahoma title laws is incorrect. Oklahoma recently became a title holding state, meaning that once the vehicle is registered, Service Oklahoma sends the title to the lienholder until the lien is satisfied.  The name on the title must match the name on the loan paperwork. The tag agency will not issue – and the lienholder will not accept – a title that has the name of someone who is not on the loan.  Any tag agency can confirm this information. If the customer wants her husband on the title, she will need to call her lienholder, TD Auto (Account #1104879261), and get permission to add another name before the vehicle is registered.  The customer will need to bring the letter from her lienholder authorizing the additional name when she goes to register the vehicle.

   

  A transaction may not be perfect, but we try to take care of our customers and make sure they are happy at the end of the day.  This customer received a great deal on the vehicle, purchasing it for $4,800 less than MSRP.   The dealership added running boards and chrome to the vehicle at no cost to her.  We gave her a $100 check and coupons for 2 free car washes.  We fixed the issue with her address and she is in possession of the extra key.  We are sad to see the customer still remains unhappy despite our efforts.  

  ----------------------------------------------------

   

  Melanie Dittrich

  General Counsel

  ***** ******* Auto Group

  P.O. Box 30169

  Midwest City, OK 73140

  Office (M/W/F): (405) 737-3700 x 373

  Office (T/Th): (405) 632-3600 x 9702

  Cell: (405) 921-1499

  [email protected]

• Initial Complaint

  Date:06/28/2024

  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 went to David Stanley Dodge in ************ ******** on 05/23/2024 to see about getting a car. I was not made aware of any issues with the car until AFTER I signed all the paperwork and was about to leave the parking lot. The cars AC was broken and it hadnt been detailed, which means it had yet to be properly looked over. Came in twice to get it fixed and the car is throwing transmission codes, the engine keeps dying and the drivers seat collapsed back into the reclining position as I am driving. I contacted the loan company and they are agreeing to cancel the loan if David Stanley sends back the money, I contacted the owner of the dealership about canceling the loan and he wanted to have the car looked at. Its been there for days and I have yet to get an update. We got a message from the buy back manager **** and despite calling up there several times, leaving messages and having other employees telling her to call me she has yet to do so. However she did tell another employee Im in contact with that the loan wont be canceled because I signed a contract I WAS NOT MADE AWARE OF ISSUES UNTIL AFTER I SIGNED THE PAPERWORK. It is not a safe car, my family is not safe in this car. I do not appreciate being misled and lied to.

  

  Business Response

  Date: 07/10/2024

  We understand the customer's frustration with having to deal with repairs shortly after the sale, but at no time did the dealership ever lie or mislead her.  The customer purchased a used 2012 Chevrolet Equinox with ******* miles. We cannot guarantee the condition or history of used vehicles - especially old age units with high mileage like this vehicle - and for that reason all used vehicles are sold "AS-IS".  Here, the customer signed a Vehicle As-Is/Warranty Disclaimer and *****'s Guide acknowledging the risks associated with purchasing a used vehicle (attached). Notwithstanding, all of our vehicles go through a used vehicle inspection to address any safety issues.  This vehicle underwent a used vehicle inspection and no repairs were declined.  A month after sale, the customer brought the vehicle back to our service department to address certain mechanical issues she was experiencing. It was determined the vehicle had a battery/voltage issue causing the A/C to go out, codes to flash, and engine to die. 

  Although generally the customer is responsible for any repairs after the sale, the dealership agreed to fix these issues at no cost to her.  The battery was replaced and the vehicle was working properly with all issues resolved.  The seat back was taken off to see if anything was broken causing the seat to recline and nothing was found.  The seat was put back together, checked and tested several times and the concern was never duplicated.  The customer picked the vehicle up and was told to let our service department know if she had any other issues with it.  She has not contacted anyone in service since. 

   

   

  Customer Answer

  Date: 07/11/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I was 100% misled by the dealership. I was not made aware of anything wrong with it until AFTER I signed the paperwork and was about to leave the parking lot. As I was about to leave the salesman came out and told me the ** was broken. I had scheduled several times to go up there and get it fixed but it kept having to be rescheduled because the guy who was originally supposed to fix it was out. Had to go up there not once but TWICE to get it fixed. 
  I would not have gotten the car if I knew about the ** being broken but they waited until AFTER I signed the papers.I do not appreciate being lied and misled and put into a dangerous car.

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

  

  Business Response

  Date: 07/11/2024

  This vehicle is not dangerous and the customer was not misled.  The customer understood she was purchasing a 12 year old vehicle with over ******* miles.  She had an opportunity to test drive the vehicle (and check the A/C) before purchase.  She reported no issues and proceeded to purchase the vehicle AS-IS.  The air conditioning is not a safety component and has since been fixed at no cost to her.  She has not advised us of any other issues with the vehicle, so we assume the vehicle is working properly.  We understand repairs are frustrating, but that is one of the risks associated with purchasing a used vehicle.

  Customer Answer

  Date: 07/12/2024

  
  Complaint: ********
  Not dangerous? The drivers seat collapsed back into the reclining position while I was driving it. I had my son in the car so I do not agree with that statement. I was more interested in seeing and hearing how the car would run to check the *** Your sales associate should have informed me of what was wrong with the car from the start, instead he waited until everything was signed before he told me. They had already taken my car so he knew I was stuck there unless I got into a car, he took advantage of the fact that I was desperately trying to get into a car and put me in the first ****** he could find. I know nothing will be done because this dealership obviously does not care about single mothers or low income families so I will continue to share this horrible experience every chance I get. 
  100/100 would never wish to do business in ANY David Stanley dealership because of this experience and how everything has been handled.
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/25/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was in on June 11th doing some vehicle shopping. I told them I wanted to look at 1 vehicle but I was not looking to buy that day. During the process the salesman asked for my license. I assumed it was just to input my information in the system. Over a week later I got a letter showing my credit score. When I reached out to the salesman today he tried to tell me I gave him permission. I clearly didn't. All I want is for them to pull back the unauthorized credit pull. Running credit can affect the score. Which in turn can affect how much I pay for everything. I just need it to be corrected.

  

  Business Response

  Date: 06/26/2024

  We regret the customer had a negative experience at our dealership. Our records show a credit application was submitted through our website on June 11, 2024 at approximately 1:25 p.m.  Customers who submit an online credit application are required to click a box authorizing the dealership to pull their credit. While we believe this credit application and inquiry are valid, as a gesture of goodwill the dealership has requested the credit bureaus remove the inquiry from the customer's credit file. Please note that it may take 45 days for the credit reporting agencies to update their credit histories, that David Stanley Dodge does not control the credit reporting agencies, and that David Stanley Dodge can only request, but not guarantee, that the inquiry will be removed as requested. Consumers are entitled to a free copy of their credit report from each credit bureau every 12 months under federal law. Visit *********************************************** for more information.

• Initial Complaint

  Date:06/21/2024

  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.

  My dash on my 2024 caught on fire while driving down the road. Filled a claim with ram took my truck to david stanley. They said it would take 2 to 4 weeks to complete. We ar now past the 4 week ***** They refuse to tell me anything in regards to my truck. They didn't want to hear about my smoke inhalation and loss of money and time. I am very close to loosing my job and house. I work out of my truck. I'm at a loss here.

  

  Business Response

  Date: 06/24/2024

  We sympathize with the customer and understand his frustration.  Stellantis has strict protocol the dealership must follow when there is a fire or accident involving a new vehicle.  Upon notice of such event, ********** opens a case and assigns a case worker to investigate.  The timing of Stellantis investigation is out of our control.  Stellantis is not able to provide the dealership with any information during the course of its investigation, and we are not allowed to touch the vehicle until the investigation is complete.  Fortunately, we were advised on 6/21/24 that Stellantis approved a buyback and will be providing a rental to the customer, which the customer will be picking up on Wednesday.  The customer can contact Stellantis directly if there are any further issues he would like addressed.

• Initial Complaint

  Date:03/25/2024

  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.

  This dealership took advantage of me and my senior grandparents. This was my very first car. I had to have a co signer, originally my grandma did not want to co-sign so they proceed to go out to her car were shes sitting and talk to her and had her come back in and sign idk what they said because I was still inside. While he was outside my grandpa who which has dementia was sitting with me and they tried talking to him telling him to sign for it I told them he cant sign legal documents like that and they still tried to talk him into it. So eventually my grandma says yes and signs the paper. But we didnt even get to inspect the car they sold it at night the battery was fried I had to buy a new one literally a few days later the wind shield wipers never worked and the bumper is kinda hanging off the front. Any average person doesnt know what to look for in the engine to see what Ls wrong. But we also dont go expecting them to sell us a car that doesnt work. Idk I just feel really used and trapped in a situation they caused. And when I tried to go trade it or fix the issue they tried putting me in another contract that was worse! My grandma is now stuck in this contract as well as me. She is unable to get her new car because of them!

  

  Business Response

  Date: 03/29/2024

  We regret the customer is no longer happy with her vehicle purchase.  We take her allegations very seriously and have conducted a thorough investigation of this matter.  Our records show the customer and her grandmother voluntarily purchased a used 2014 Chrysler 300 with ****** miles on March 15, 2023, and ************ and her grandmother signed all purchase documents for that vehicle sale.  We cannot guarantee the condition of a used vehicle, so all used vehicles are sold AS-IS, particularly older units with high mileage such as this vehicle.  The customer and her grandmother signed a Vehicle As-Is Agreement and Buyer's Guide (attached) acknowledging the potential problems that can occur with a used vehicle, and they proceeded with the sale with full knowledge of these risks. We do not have any record of the customers contacting us after the purchase to notify us of any issues immediately after the sale.  We understand that vehicle repairs are frustrating, and the customer is interested in trading in the vehicle for something different.  We met with the customer on 3/16/24 to see what we could to do assist.  The customer needed a co-signer due to her limited credit, and her boyfriend agreed. We were able to get an approval with her boyfriend as the co-signer on a brand-new vehicle, however her boyfriend would only agree to co-sign with money down on a used vehicle.  We were able to rework the deal on a used ****** but unfortunately the payments were higher than the customer was willing to pay.  The dealership would be happy to help the customer find a lower priced vehicle to get the payments in her desired range.  The customer can reach out to *************************** at ************ if she is interested in pursuing this option, and he will be happy to assist!
  

  Customer Answer

  Date: 04/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I do believe I got done wrong at the end of the day. Weather it was selling me a bad car or being dishonest. As I was trying to get rid of this car sense they wont take it back with out trying to scam me again. I tried carmax and as I was doing that he came about my car history and shows that it has a salvage title.. and from my understanding when selling cars you have to tell the customer in some way form or fashion thats the car was salvage at one point. Which they never did. I also heard its supposed to at least be on the title which its not. So nobody ever informed me that the car I was purchasing was salvaged. That explains the car breaking down on me. Not to mention a recall on the vehicle and they still sold it to me. There has to be something that came be done. Im now paying monthly for a car that literally will probably never drive again. I cant trade it I cant do anything with it because of the type of contract they made. I would OF NEVER BOUGHT A SALVAGE VEHICLE. Thats not fair that they get to do that to people seriously. There selling build a cars they probably didnt even know if it was put together right. I just need a solution. They have literally made my life 50 times harder then what it was. Out of all the cars they go grab the one they KNOW is barely working. I literally had to by a battery for it a week after having it. Please I really need a solution Im a nurse and now I have to figure out a way to work every day. 
  Sincerely,
  
  Aujane ****

  

  Business Response

  Date: 04/10/2024

  The customer has been given inaccurate information.  This is not a salvage vehicle and has never had a salvage brand.  

  Both the ***************** and ***************** (the only states where the vehicle has been titled) have verified there is no salvage brand on this vehicle.  See attached email from ******** DMV and ******** Certified Title History.  The Carfax and the NMVTIS report (both attached)also confirm there are no title brands on this vehicle (junk, salvage, rebuilt or otherwise), and the vehicle has never been deemed a total loss. The 2 prior owners purchased the vehicle from franchise dealerships in ********, further confirming the vehicle is not salvage.  All attachments can be viewed here: *********************************************************************************************************************.

  We always give customers ample opportunity to inspect and test drive vehicles before they commit to purchase.  We understand how frustrating vehicle repairs can be, but that is one of the risks associated with buying a used vehicle.  The dealership is still happy to work with the customer to get her into a different vehicle with lower payments as we originally proposed.  

   

  Customer Answer

  Date: 04/11/2024

  
  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.  Thanks and sorry for any trouble.
  
  Sincerely,
  
  Aujane ****

• Initial Complaint

  Date:03/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/27/24, I was under the impression that I was purchasing 2024 JEEP Compass Sport at the e-price that I had printed out - only paper that wasn't returned to me that evening - of $22,990.00. Sticker price was $28, ****** ***** kept coming to me saying he was having to work numbers with Chrysler Capital to get the so called "best deal". He told me that the payment would be $820.00 for 48 months. That is not what printed out after I had already signed documents that were sent through their ez-doc on my phone - writing so small you can barely see it. I have contacted them and even went back 4 days later (3/2/24) to try to get them to change it or let me return 2024 Jeep Compass Sport and I would take back my 2018 Jeep Compass Latitude, and was told that because it was a new month and a Saturday they couldn't do anything.

  

  Business Response

  Date: 03/06/2024

  We regret the customer had a bad experience at our dealership and apologize for any miscommunication or errors that occurred.  At the customers request, we have rescinded the deal and the parties have already exchanged vehicles.  As such, we believe this matter is resolved.  We thank the customer for giving us an opportunity to remedy the situation!

  Customer Answer

  Date: 03/12/2024

  
  Complaint: ********
  
  I am rejecting this response because: When i went to pick up my 2018 Jeep Compass Latitude on Tuesday, March 5, 2024, I only received one key fob. I had given them two. I had talked to ***** on Friday, March 8, 2024 and he had not checked on the key fob after saying that he would get it from the detail office and mail to me. 
  
  Sincerely,
  
  ********************************

  

  Business Response

  Date: 03/14/2024

  The dealership has done all it can to accommodate the customer. The customer left a gun in our vehicle when she returned it.  We were able to hold the gun for her and she did pick that up.  There was only one key with this vehicle.  We have diligently searched, but we have been unable to find another key.  

  Customer Answer

  Date: 03/18/2024

  
  Complaint: ********
  
  I am rejecting this response because: I did give them 2 key fobs the evening I left the 2018 Compass with them (2nd fob was handed to them by my sister) and when picked up, I only received one. When I asked about the second key fob when I went back to pick up my gun. ***** said he had forgotten to check on it but made a note to do so while I was there. I thought he would at least be honest. 
  
  Sincerely,
  
  ********************************