Complaints

This profile includes complaints for Ken Pollock Auto Group, Incorporated's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Ken Pollock Auto Group, Incorporated has 4 locations, listed below.

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  Ken Pollock Auto Group, Incorporated

  339 Route 315 Hwy Pittston, PA 18640-3907

• 

  Ken Pollock Auto Group, Incorporated

  2 Meredith St Carbondale, PA 18407-2959

• 

  Ken Pollock Auto Group, Incorporated

  229 Mundy St Wilkes Barre, PA 18702-6833

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  Ken Pollock Auto Group, Incorporated

  290 Mundy St Wilkes Barre, PA 18702-6841

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:01/03/2025

  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 purchase a 2025 ***** xc90. On December 17, 2025. *** pollock and ***** where fully aware that there is major problems with there dash computer system as was reported to me on Jan 2. On dec 31 my center dash locked like a computer that was dropped. I took to *** pollock on 1/2/25 they told me ***** is fully aware of the problem and also the dealership is. I am scheduled for next week to begin repairs which include ripping my dash apart. So far repair is scheduled for 3 days of repair. My car has 750 miles on it. I want a new car to replace or written garentee from ***** that extends my warranty on the computer system.

  Business Response

  Date: 01/21/2025

  First off, this 2nd notice was the first we ever saw anything on this. Mrs. ******** had a minor issue with the screen in her car and we told her after diagnosis that we would need to do further diagnosis if the problem persisted to see if there was something wrong with wiring. The problem has since corrected itself and there is nothing wrong with the car. Still, we offered to look into the wiring to make sure that everything was ok with it. Mrs. ******** did not show up to the appointment to have this done, she did not call to let us know she was not coming either. We then got ahold of her days later and she said there is nothing currently wrong with the car and did not want to seek further diagnosis. There is no known issue with her vehicle, no one from *** Pollock or ***** said that there was. Car is working fine at the current time.

• Initial Complaint

  Date:12/20/2023

  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 June 28, 2023, I purchased a brand new 2023 ****** ********************** pickup truck. I signed all the necessary paperwork and already had my own personalized plates that I would like to put on the vehicle. They told me it would be no problem once the registration come back so they gave me a temporary plate. On September 5, 2023, I emailed *************************** on the statues on the registration because it had been over 30 days. She replied back that the paperwork was done wrong, and they need me to come in and sign the title that they never had before as well as my wife signature since it was her plate that was going on the vehicle. when we got there, we signed all necessary documents, and they took back the temporary plate and gave us a dealer plate and insurance even though I'm carrying my own. I sent out another email inquiry on October 13, 2023, and ****** email me back stating that because of their mistakes my documents had moved to the back of the line, and she had no control over it. On December 13, 2023, I got an email stating that it was going to be another 3 weeks which would put me into Jan. 2024 and still no registration. So, I called Penn Dot and they told me that my registration is complete they dealership just need to pay an addition $31.00. So, I reached out to the dealership and told them this. They said they were going to take care of it today. It's December 20, 2023, and still no registration and I still had a dealer plate and insurance. Please help.

  Business Response

  Date: 01/08/2024

  This letter is a response to complaint 21034352.  This issue has been resolved.  **************** stopped by the dealership I believe on 12/29/2023 and picked up his current registration and Ken Pollock ****** attached his tag on his *****.   We originally sent the registration to PAA (which we use for registrations for Pa. We were informed by PAA after we were investigated why **************** did not receive his registration and found out the paper work was lost and we had to redo the registration paperwork.  We sent that paperwork to Paa to send to the state to process the registration.   Paa resubmitted the paperwork and it got kicked back saying we did not have the correct amount due.  ***************** call the dealership, and I returned her phone call.  She explained to me that she talked to Penn Dot and what was holding it up was a 31 dollar shortage of the fees.  I had ****** call PAA to see where we needed to send the check and they informed us that we had to wait until her paperwork came back from the state to add the 31 dollars to resubmit. 

  We were checking each business day with PAA.  On 12/27/23 we contacted ***** at PAA and she informed us that the registration has been processed.  I reached out to **************** and on the evening of 12/27/2023 to inform him that the registration was processed. He let me know he was on his way to work.   I checked with my title clerk the Morning of 12/28/23 and was able to print a copy of his Registration.  I reached out to **************** and let him know I had the registration on my desk.  **************** call me back and we set up a time I believe on 12/29/23 to meet at the dealership so I can give him his registration and put on his plate. **************** and I meet and I gave him his registration and put on his plate.   

  I apologized to **************** for the length of time it took to get this handle and gave him to free oil changes. 

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

  Ken Pollock ****** 

• Initial Complaint

  Date:08/15/2022

  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.

  Bought a used vehicle and warranty on February 22,2022. By July the trucks front differential is falling apart, warranty company looked at it, and wants to replace the entire transmission and differential. Called Ken Pollock for help regarding another vehicle to use, and no one will call me back. Messages were ignored by sales and GM of this property. Only the service technician will call me to force me to have them look at it again. I had it towed back to the dealership to trade it in or get another vehicle.

  Business Response

  Date: 08/15/2022

  *************************** did purchase a 2013 *** ******* with 88385 miles on Feb 22 with a 36MTH 36,000 mile Powertain Warranty. The vehicle was dropped off with 95773 miles. When Travis our service advisor reached out to *** **** about the vehicle he was told she did not want the car and would not authorize us to look at the vehicle. When our Service Manger Brian returned from vacation he talked to ****** not ** **** in reference to repair. We found out that the vehicle was looked at at another garage and diagnosed that it needed a Transfer Case that is covered by the warranty. When we contacted the warranty company they confirmed the repair would be covered but part is currently on backorder. A rental as per there contract covers the vehicle while the repair is being done, unfortunately not for time of backordered parts. We will reach out to *********** and off a complementary rental from Ken Pollock ****** during this time. Please let us know if we could be of any further assistance. 

  Scott