ComplaintsforDick Poe Dodge Ram

• Initial Complaint

  07/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought a brand new car from their lot. The car had multiple imperfections that I made the dealership aware. They claimed the car was not defective even though one of their employees confessed my car was on their service drive because it came with defects off the trailer. I was not given an Owners manual nor a spare key which to the employees was an indication to not sell the defective vehicle. 60k miles later and my truck over heated and leaked all radiator water. I have a 28k loan balance on a vehicle that is no longer working. I need these thieves to acknowledge their unethical sales practice and how they used that dishonesty to sell me a car that was defective. I will be taking my car In and need it fully inspected on their expense I am not paying one cent out of my pocket. Im ready to take any measure to resolve this even unpopular measures and actions. D*** *** this is your chance to save your reputation !

  Customer response

  08/07/2022

  
  
  

  From: ***************************** <********************>
  Sent: Sunday, August 7, 2022 11:36 AM
  To: resolutions1 bbbelpaso.org <*********************************************>
  Subject: Not heard from D*** ***

   

  I have not heard from d*** *** please dont close down my case 

  

  Business response

  08/10/2022

  Customer purchased the vehicle on 09/09/2020 and the spare key was provided the following month. The vehicle has not been serviced here for over 17 months and there has been over ****** miles put on the vehicle since. There was never a concern about a radiator or an overheating problem addressed by the customer on any of the services done at D*** *** Dodge. Based on the mileage stated on the complaint, the vehicle is not under warranty anymore. 

  Customer response

  08/11/2022

   I am rejecting this response because:
  
  They sold me a defective car and have completely ignored my complaint. Ill go down there myself and point out the tech that disclosed to me my truck was defective before they sold it to me. The truck was serviced by them and the problems where indicated to the service advisor, they kept a my car for 1 month and I was even given a loaner car to use since the delay was long. This only means the concerns I expressed to the service advisor and sales manager where Ignored which serves then as a time buyer for my warranty to expire. I have no option than to cause animosity in person against d*** *** if they refuse to make this right !

  Customer response

  08/22/2022

  From: ***************************** <********************>
  Sent: Monday, August 22, 2022 04:35 PM
  To: resolutions1 bbbelpaso.org <*********************************************>
  Subject: Re: You have a New Message from BBB Serving ******* *****, Complaint #********

   

  Thats the things all work was done behind the scenes, the sales man would take my car to the service drive , whisper in their ear and then come back and tell me I will get a call when its ready I never got any paperwork neither did my car came with a manual or spare key. I didnt receive the window sticker that says price and features of car. I was never given any receipts or record that my car was in their service drive. That is why I think they have acted shady 

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been waiting for a part for my new Dodge **** ******* has had my vehicle for over a month. The part was to be here on 28 March then they moved it to the 4th of April and now have move it to the 12th of April.

  

  Business response

  04/12/2022

  Customer entered our repair facility expecting concern to be covered under manufacturer warranty but upon inspection found that failed component had physical damage due to vehicle possibly driving over debris on road. ******************* manager advised customer to contact his insurance company to submit a claim to cover cost of repair.  After a claim had been submitted customer was informed that the part needed to correct concern was on a back order. Part arrived at dealer sooner than expected and customer picked up vehicle on 4/05/22. ****************** assisted with partial payment of customer's deductible for inconvenience. 

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am requesting a refund in the amount of $1292.53 for work that was never performed on my 2019 Dodge Caravan. After having my Caravan picked up and taken to D*** *** on Airway on Aug. 25, 2021, my vehicle was finally given back to me six weeks later on Oct. 6, 2021. D*** *** replaced my engine due to flood damage but did not perform any services inside my vehicle as was stated to be done on my insurance appraisal report. Upon receipt of my vehicle, expecting all the work had been performed as assured by ***************************, I signed the paperwork and paid the balance of $1292.53 (the exact amount stated on my appraisal report) assuming that the work was completed. To my dismay when opening my vehicle doors, absolutely nothing was performed as stated in the appraisal report. I called out the employee, ***************************, and asked him why nothing was finished inside my vehicle. After several excuses he said he would call during the week to set up an appointment to finish the work that was listed on the appraisal report. I never received that call. I attempted to resolve the issue with my debit card company who stated they would contact me if they needed any more information or proof of a fraudulent charge. I was never contacted for such evidence and they sided with D*** *** Dodge.I am extremely disappointed and appalled. I put my trust into what I thought was a reputable company, not only did they not perform a service but they essentially stole my money.Attached is the detailed appraisal report from AutoClaims Direct on behalf of Travelers, my insurance company, of the services that were to be performed and at the price of $1292.53. I am also enclosing the receipt for the fraudulent charge which I signed in good faith before inspecting my vehicle and the invoice from D*** *** Dodge that shows they did not perform such services. Also included are pictures of my filthy vehicle that I took at D*** *** after I foolishly paid for services not rendered.

  

  Business response

  04/13/2022

  ****************** manager attempted to contact customer but was not successful. A detailed voicemail was left for our customer asking that they contact our department manager at their earliest convenience so that we can discuss completing the services that their insurance company has requested or possibly providing customer with partial reimbursement for the services that were not completed.

  Customer response

  04/21/2022

  Grazo <******************>

   

  Complaint  ID #********

   

  Dear ******************,

   

  I did receive a voicemail from *************************** from D*** *** Dodge Ram on April 13, 2022.  I returned his call on April 15, 2022 and we discussed how the work was never performed on my Dodge Caravan.  He said he would pull up the invoice to see what work wasn't finished and that he would get back to me, I have yet to receive a call. I called today, April 4/21/22 and left a voicemail and am waiting for a response.  I am not satisfied with this company's effort to resolve this matter, all I am requesting is a refund to resolve this matter as none of the work on the invoice was performed on my Caravan.

   

  Sincerely,

   

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

  April 21, 2022

  

  Business response

  04/26/2022

  Service manager received v.m. from customer and returned phone call. Service manager and customer discussed possible reimbursement but have not decided on who the reimbursement should be sent to. Servicing dealer believes that reimbursement should be sent to the insurance company unless customer can provide proof that the reimbursement amount requested was paid in full by customer. Customer stated that he will reach out to insurance company to request full repair estimate that will show deductible amount and allowance for services that customer stated were not performed.

  Customer response

  05/06/2022

   I am rejecting this response because: I have contacted D*** Poe Dodge and explained numerous times. Work was not performed on the invoice as they stated and a refund is the only resolution. It clearly states in his response to you the BBB, when they find who paid the $1292.53 then they will reimburse them. Well I have a receipt and bank statement proving I paid the full amount. All I am requesting is a refund for services not rendered in the amount of $1292.53.

   

  Thank you.
  *******************

  
  

  

  Business response

  05/13/2022

  After further review service manager found that the services that were not performed on vehicle were paid directly from the customers insurance company to dealer. Therefore reimbursement should be issued to customers insurance company. According to the insurance company the amount that the customer paid was his deductible. Service manager has called customer and left v.m. for customer to contact us to discuss partial reimbursement for deductible.

  Customer response

  05/27/2022

  Grazo <******************>

  Re: You have a New Message from BBB Serving ******* *****, Complaint #********

  If funds are to be paid to ****************** that is fine. I just know the work that was to be done was not done at all. The full amount of $1000 for the deductible should be paid to ***************** for work that was not performed.

   

   

• Initial Complaint

  01/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a NEW Dodge ******* in 2021. Air isnt blowing in the back. Car started leaking oil. We serviced it. We had to call repeatedly on different days to get an update on the vehicle we were not contacted. Services were rendered without consent. Keys were provided back to us. We receive a text message days later for payment of services that were rendered. The part for the air is missing from the car. We were informed that it was missing and we would have to pay for it. After we argued that it should be covered we were told that the panels appeared to have been tampered with. The car has 15k miles on it. Customer service at this dealership is seriously lacking. One of the times that we called for an update when we were informed that a part was missing the lady asked who we purchased the car from. We purchased the car from them. Pitiful customer service and business practices.

  

  Business response

  01/19/2022

  ID *******
  
  After inspecting the vehicle, we found that the oil filter was left loose after it was serviced at another facility. Since this was the first time it was brought to the dealership, we notified the customer of the issue and proceeded with an oil and filter change at no charge. In regards to the rear air conditioner, the customer stated that the rear air conditioner was not blowing air. After further inspection, we found that panels were not secured (due to broken clips) and there was a missing AC air duct. The customer stated that it looked like someone had been in there.  Since missing items cannot be warrantied, we are willing to help with a discounted price on parts and remove labor charges.re...

• Initial Complaint

  08/16/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Had mechanical problems with car with car overheating. I called and scheduled appt with ************ for Tuesday, 8/10. When I arrived, I was greeted somebody else. They advised they would check out my car and call me before noon to let me know what was wrong. By 2:40 p.m. I still did not hear from them. I called but ******* did not answer the phone. I called a second and ******* stated, "The coolant reservoir cracked and recommended to replace the tank, the cap," and something else, quoting of price $410 plus tax. This was too much and wanted second opinion. They required I pay $144.07 before they would return my car to me. I asked why and they stated it was a diagnostic charge. They did not advise of me of this before and I felt if I did not pay it, I would not get my car. On 8/12, I got second opinion and was told there was no crack or leak, it just needed some coolant, and they only charged me $40.

  

  Business response

  08/27/2021

  We are sorry you had a bad experience. We would like to issue you a full refund. We have attempted to contact you multiple times and have not been successful. Please call us at your earliest convenience to issue the refund.

  Customer response

  09/07/2021

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have tried contacting the business several times with no response. I have left voicemails with no call backs.

  

  Business response

  09/13/2021

  On 9/13/2021 we attempted to contact the customer, again. The phone number on the information provided by BBB, which is the same one we have on file, rings once and then goes to voicemail. We left her a voicemail and sent her an email as well. If she could please contact ***** at ************* or respond to her email, we can get her refund ASAP.
  
  Thank you.

  

  Business response

  09/15/2021

  On 9/14/2021 ************************ picked up her refund check. Thank you.

*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. ↩