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:02/10/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 have a 2016 dodge journey sxt that I paid $7,999 for 2 days after I bought it I had to do some work. Over the past 3 yrs having this car I have been through 3 transmissions, 2 drive lines, 2 PTU. Tri cities dodge told me it was the motor mounts so we had those replaced. The transmission is still slipping and changing hard from park to drive. Now I have a car I owe $16,000 on bc I have had to pay for repairs that's not fixed right. I have tryed contacting dodge corporation and they say there is nothing they can do. I've put about $30,000 into this car and it's still not road safe. But I have to still pay it off. I need someone's help I'm a mother of 3 kids and I can't just get another car

• Initial Complaint

  Date:01/21/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was over charged when I questioned the total I was told that was a rough draft and not the final financial forms. I agreed on 23k with my 2010 Subrau was charged $27,500. It was advertised online for $23k, was told for any purchase July 1-4 they paid taxes and you choose a free gift after purchase was made they said my purchase did not qualify for neither. The sales person and the manager lied to make a sale. Even stoped us in the parking lot because we declined their offer and ask what it would take to make the sale, I told them I would give $23. K and no more they agreed and when I got final loan agreement it was the same as the one I questioned. I called the financial institute later and they confirmed they did charge what they told me was only a rough draft. I returned to the Physicality spoke with the floor manager and she still told me I paid $22k
  
  I would also like to see their company flagged by BBB
  
  Thank you for your time and help
  Emily ****

• Initial Complaint

  Date:01/15/2025

  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 financed a 2019 Chevy Equinox on 10/14/24. I put down 500 dollars which I had to give my mother for co-signing. My mother and I filled out everything with finance went outside and the dealer told us that the volume or any sound on the car didn't work. At this point we couldn't do anything but we're told they would pay for the issue and to bring it to Chevy. I kept telling the dealer at Chrysler I worked Monday through Friday but every appointment she made was in the middle of my job. So on 1/14/25 I have Chevy fixing the audio but I have to pay 400 dollars because now they have changed their mind and I have prior screen shots to prove that they changed their mind and now say they'll pay for half.

  Business Response

  Date: 02/06/2025

  I just received the email about this complaint on 02/06/25. This matter has been resolved. Tri-Cities Dodge reimbursed the customer for the portion that they paid.

   

   

  Customer Answer

  Date: 02/12/2025

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

• Initial Complaint

  Date:08/05/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 approved for a Durango I put a $1000 deposit down on Tuesday and the truck was to be delivered on Saturday. Tuesday night I received some family news that I would have to take on some additional financial responsibility so I couldn’t do the deal. I texted the salesman next morning and explained got no response. I called the dealership 2 days later and explained my situation to a sales manager. She said did they tell you that deposits are not refundable and I answered no because no ever explained that to me. She proceeded to say yes deposits aren’t refundable. Mind you I haven’t signed any paperwork and there’s nothing on their website that states deposits are not refundable.

• Initial Complaint

  Date:07/01/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 the dealership with a previous diagnosis from another company stating that the voltage regulator was bad. without question they ordered the PCM part and did not offer a second diagnosis, which i thought odd. I prepaid for the part ******* . When the part came in i took my 2014 Dodge Journey to the service department. i called on the 13 of June 2024, and I was told my car was ready. when i got to the service dept i paid *******, the service guy brought my car to me but the first thing i noticed was the battery light was still on and the window button was broken. I mentioned it to the man. i let him know i was upset that the technician did not mention that the problem was not fixed and they were gonna let me drive off the lot without mentioning it. I had previously talked with the service manager, Joshua, and expressed to him about the window button being loose from the business that had installed the battery. It was loose not broken. i was told at that time that a diagnostic test was needed, i asked why it wasn't done to start with. Per Joshua "we do what the customer says to do". I was told after the test that it was a bad alternator, which i just had installed in March of this year and was still under warranty. But because of the rudeness of the service manager and total lack of respect i called the Dodge complaint line and spoke with AJ, he said that while the complaint was under investigation my vehicle would have to remain on the lot. All i asked was that the window button assembly be replaced and shouldn't have to pay for the diagnostic test since they failed to offer it at the beginning. when i picked up my car, Joshua argued with me about the button and he would not fix it. he was so disrespectful. i paid ******* and left. not even a half mile away i broke down at the side of the road. Had to get a row truck, that was another **** when i got someone to install the new alternator he found that a connector to the alt had been disconnected.

• Initial Complaint

  Date:12/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought my truck in in May of 2024 for some routine maintenance (brakes, rotors) and diagnostic (check engine light) they quickly checked my vehicle, gave me the problems (hub assembly, brakes, rotors, intake manifold, and water pump) and the quote. I gave them the contact info for my extended warranty. About a month when by and I did not hear anything from them. I started to call about once a month to get an update and I was told someone would call me back (never did until a new service advisor took over and he's been great) it is now December, NOT ONLY DO I STILL NOT HAVE MY TRUCK, but because it has set so long now they want me to pay for a battery, starter, and alternator which wasn't even a problem before I brought the truck in. I want my vehicle in the same condition it was when I brought it in, that means working battery, starter, alternator and serpentine belt, that I shouldn't have to pay for because the vehicle has been in their care since May

  Business Response

  Date: 12/17/2023

  Mr.
  ******** brought in his vehicle in May. We performed a diagnostic service,
  called him and his aftermarket service contract company. The Service Contract company
  was supposed to send out an adjuster to inspect his vehicle. They never showed
  up. Mr. ******** paid for the diagnostic charge on June 28th. We never heard
  back from his service contract. We were waiting on Mr. ******** and his service
  contract to decide what to do. He called us in the first part of November. He
  stated that he was sorry that we had not heard from him, but now that winter
  was coming, he needed to get his truck fixed. We started the process over again
  with his extended warranty company. Our Service Manager personally called his
  warranty several times and left messages with no return call. It took about a
  week for the customer to get in touch with them. The manager at the service
  contract company stated they would have to send out an inspector. Our Service
  Manager called customer and told Mr. Linville that as long as the truck had
  been sitting on our lot that  we would
  have to probably charge battery or replace it.  We tried to charge the battery and it would
  not take a charge. Customer approved to replace the battery and then found
  vehicle would just click- starter was seized- customer approved to replace starter.
  Once the starter was replaced, we found that the vehicle would turn over but
  very slowly and found that the alternator one way clutch was bad. The customer
  decided not to go forward with claim on his main concerns. The vehicle was
  ready for pick up November 21st. He was supposed to pick up the vehicle on December
  2nd and never showed up. We contacted him again and he said he would be by to
  get truck.  The next thing we
  heard from him was through a complaint filed with our Corporate Office and with
  BBB.  We negotiated a settlement with Mr.
  ******** where he authorized installing the alternator at cost and adjusting
  his current bill to cost.

• Initial Complaint

  Date:10/12/2023

  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.

  When I took my car in February 28th 23 I had it towed there car was running hot losing antifreeze and would not start when they wrote up the invoice they wrote up none of this in the invoice they replaced sensors and intake e Gage and two different other kinds of sensors which was a temp sensor and a crank position sensor it's now 7 months later my car is doing the same exact thing leaking antifreeze running hot and not starting. when I called them they are refusing to help me because they said none of that was wrote in the invoice that they didn't fix any of that they charged me $***** *** ****** of that was for labor and now they won't even discuss it with me and I just feel like I was totally ripped off and I am 63 years old a female living off of my social security with no help so I feel like they totally took advantage of me. Although the car seems to have done okay since I brought it out of the shop the day after I picked it up the check engine light was back on and now I'm back to where I started in March. **** **** **** **at was for the crank sensor 476 for the temperature sensor . All total **** for parts and the rest was for labor ********

  Business Response

  Date: 10/30/2023

  Ms* ****** called in the other day to our Service Manager, Josh *****, and said that her car was doing the same thing as before. He pulled up history and started asking questions. He asked if vehicle would start and she said it would start but it was leaking coolant just sitting there. He told her we had not looked at a coolant leak or fixed a coolant leak on her original concern. The vehicle had been at another shop before us for an engine replacement and they botched the car together.  We do not know if she is getting their repair confused with ours or what. The other repair facility installed the wrong year model engine into her vehicle, which we told her on her visit.  It had connectors that were not able to be hooked up and wrong sensors in the engine for that year model. She also never said anything about the engine light being on since day after repair. We did not refuse to help her in any way.  Our Service Manager told her that we had never fixed a coolant leak in our shop.  She then started saying we were lying and crooks then hung up on our Service Manager.

• Initial Complaint

  Date:07/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 22,2023 I had an appointment with them for my van to get the door fixed. It's an automatic door but it wasn't opening and closing with the remote like it should. So they worked on it and decided it needed new wiring so that cost me $1750.00. Well after that was said and done it still didn't work and they said now the door needs a new motor. But now they need another $1500.00. So after that is paid they get what parts they need and I take them my van again. Drop it off like I'm told. Get a call 9 hours later to pick it up. Ok so seeing no one has access to a big vehicle for my electric wheelchair I'm in a manual wheelchair so I get dropped off to pick up my van and wait 15-20 minutes and then they finally drive my van in for me to get in it and as I'm wheeling myself around the van they announce to me that the van is not fixed. I screamed and cried and yelled at them. I had been waiting 20 minutes and no one told me it wasn't fixed. I felt like I was raped, robbed, taken advantage of, used, abused, elder abuse to the max. If I was a young 20 year old blonde beauty I wouldn't be going through this but I'm an old sick woman and they are using and abusing me I've been robbed. I can't take anymore. Now the SERVICE MGR JOSH CALLED ME and said HE WILL FIX MY VAN BUT I AM NOT TO RETURN TO THAT DEALERSHIP AGAIN.DID I UNDERSTAND WHAT HE SAID.

  Business Response

  Date: 07/18/2023

  On 6/22/23 Mrs. ****** came in for her appointment to have her right-side power door looked at. We advised Mrs ****** that the diagnostic and repair on those van doors are lengthy because most of the time you have to remove the entire sliding door and disassemble- upon our advice we recommended dropping the van off, but she insisted on waiting. We scanned vehicle for codes and found a code for the latch in the sliding door-we performed the diagnostic and found the latch had an internal fault. We priced the repair to the customer and advised her that we would have to start with this repair and retest. There may be more issues than the latch because it was not recognizing that the door is shut or open.  We cannot test the rest of system until latch is fixed. She agreed and authorized repair. We once again advised to drop the van off, but she insisted on waiting. We replaced the latch and retested and found the power track assembly was also faulty. We priced the additional repair to the customer.  She was hysterical saying how we raped her and took advantage of her. I was then brought into the conversation at this point and I reviewed eveything with the Advisor,Tech, and customer. I spoke with customer and told her if she would buy the additional part that I would take care of the labor. This was an expense to our Service department totaling about $1800 in trying to help this customer.  She approved this. We ordered the other part. When we delivered the vehicle back to the customer she noted that the handicap ramp did not have one function. We drove the customer home in her van and brought it back to the dealership. We called the mobility upfitter the next morning and they told us how to adjust the switch to get ramp operational. We adjusted the switch and then dropped the van off at her house. On 7/10/23 Mrs. ****** dropped off the van for the additional repairs. We removed the power track and found that the track had been modified on the back side by the mobility upfitter. We contacted the mobility upfitter and ordered the correct power track for sliding door.  The customer came back to the dealership before contacting us to know if it was ready.  We told her that the van was not repaired yet. She went hysterical again, cussing the advisor and smacking at her. Customer was refunded for wrong part and was billed for the correct part for no more additional money than what had been paid. I contacted the customer and advised that the correct part is ordered and that after this repair that we would not work on her van anymore. The customer then said that we would just screw up her van and wouldn't fix it correctly. I told her it we would put this part on correctly.  She paid $1475.12 on 6/22 and prepaid for parts on 6/29 of $1115.70. She has a credit of $1115.70 due to wrong parts and when the new part comes in it will be for $1115.70 even though the correct part is more expensive. 

  We have a responsibility to provide a safe and healthy work environment for our employees.  As such, after this transaction  is completed we will no longer do business with Mrs. *******

  Customer Answer

  Date: 07/26/2023

  My van was finally fixed on July 19,2023.  It has been fixed perfectly to my satisfaction and as I had requested when I originally took my van to them. I'm very happy that it's finally fixed I'm just sorry it took so long for me to get the finished product so many visits later. Now that it's finally fixed I have to pray it never breaks down since I'm no longer permitted to return to that dealership for service. Therefore as a handicapped senior citizen I will have to travel out of town for future service on my vehicle which I find totally unforgivable. I will be going to someone else to file a complaint on this matter, perhaps the Chamber of Commerce

• Initial Complaint

  Date:02/09/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My 2017 jeep cherokee began hesitating shifting between park or reverse and into drive. My regular mechanic said there were no codes and did a tune up. This did not resolve the issue. Looking online, I found there was a recall for software for the transmission for my car. I took it to tricities chrysler who agreed to update the sofware according to the recall. When I picked the car up it was much worse, slipping out of gear while driving pulling out etc and not very safe to drive. I took it back and said it was worse, and added that there was another part covered by the recall and I hoped that was it. In the meantime someone else from there called me and tried to sell me a new car even tho I expressed no interest. They then called and said I needed a whole new transmission for $6500. I was very upset, this was a few days before xmas. After deliberating, I decided to take it to Mr Transmission in Johnson City to see if I could get it rebuilt cheaper. They said I had an electrical issue, not a transmission issue. They said the computer threw codes on almost everything and that the dealership could possibly have installed corrupted files since it was fine before. I believe Tricities chrylser they should have found this obvious issues when I took it back to them the second time. Feeling like I was being scammed, I went to the Johnson City Jeep dealership instead who did a factory reset to my electrical system which fixed all the issues. They were adamant that I do not need a transmission and that was never the problem. I am now out almost $300 that should have been free for a recall. And several weeks without my car and trying to get transportation.

  Business Response

  Date: 02/23/2023

  Our Service
  Manager has responded stating that the customer “states there was a problem
  with transmission before the recall was completed. We performed the recall as
  requested. There is no way to put the wrong update in a vehicle. When we pod
  the vehicle, Jeep connects directly to the vehicle and tells us what modules
  need updated and what update to install. We installed the software provided to
  us by Jeep. Sometimes when updating modules, the new software will have a
  tighter tolerance on what it looks for on certain things. The new software could
  have changed how the transmission acts and if there was an underlying fault it
  would magnify that issue. The second visit we performed a quick learn and valve
  body reset. After reset, the vehicle would shift normal until 3rd and
  4th gears. The bill from Mr. Transmission states
  transmission is showing incorrect data values. The customer then says we
  installed corrupt files since the vehicle was fine before. Look back at the
  first couple of sentences the customer wrote- he states there was a problem
  before the recall. I called Autonation since the customer did not scan the
  second page of the repair order. I spoke with Megan, a Service Advisor, and she
  stated the transmission was overfilled on transmission fluid.  They performed a quick learn on transmission,
  which validates that Mr. Transmission was incorrect in their diagnosis. I do not
  feel like we did anything incorrect. I will say that the issue will most likely
  come back once the values count back up in the transmission.”

  Our General Manager has agreed to reimburse the customer the $65.70 for the Mr. Transmission bill.  We do not have a copy of the amount paid to AutoNation for Invoice ********.  The customer did not attach the page that shows the charges for the service or a total amount that was paid.  Our General Manager has agreed to pay the assumed out of pocket expense of $209.41 on this bill also.  We will issue a check to the customer from our business office and it will be mailed to the customer. 

   

  Customer Answer

  Date: 02/23/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19367951, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Michelle Gordon

• Initial Complaint

  Date:10/27/2022

  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.

  I put $500 down on a car I was gonna buy, I can't afford the insurance right now for it and I would like my money back. I talked to the store manager and they said it's a non refundable deal. When I haven't sign any paperwork, No contract, and I haven't even been down there. I didn't know anything about the non refundable deal either.
  

  Business Response

  Date: 11/15/2022

  Business Response /* (1000, 5, 2022/10/31) */
  We have car deals that are processed with non-refundable deposits. The sales staff misinformed our Sales Manager regarding the status of this transaction. Ms. ****** is entitled to a refund of her deposit. The customer will be contacted today to run the credit back to her bank card.