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:07/23/2025

  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.

  I am filing this complaint against ******** Dodge Chrysler Jeep in Georgetown TX due to unprofessional conduct and failure to process my GAP cancellation refund in a timely ********* vehicle was declared a total loss in late April 2025. Since then my insurance company and *** provider have completed their required payments. However as of July 23 2025 I have still not received my GAP cancellation refund check.I have contacted the dealership multiple times and was directed to a representative regarding the refund. I have been given vague answers empty promises and now they are no longer responding to my emails at all.Because of this delay I have incurred late fees through no fault of my own. This situation is causing unnecessary stress and financial harm. A process that should have been routine and straightforward has dragged on for nearly three months without resolution.I am requesting that my GAP cancellation refund be processed and mailed immediately and that any late fees I have accrued as a result of this delay be reimbursed or removed.This lack of communication and follow-through is unacceptable and I am submitting this complaint in hopes of finally receiving action and resolution.

  Business Response

  Date: 07/23/2025

  We investigated this situation and came up with this.  There is no GAP cancellation since the policy was used on the total loss.  That was a good thing....  The customer does have a service contract cancellation that we are mailing out to his bank today in the amount of $1612.58 We just received these funds.  We hope this resolves this issue.  

  Customer Answer

  Date: 07/23/2025

  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.
  
  Regards,
  
  ******* **********

• Initial Complaint

  Date:04/29/2025

  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.

  On March 17th my Jeep was taken into the service department for an EV battery issue (under warranty). The service department continues to lie when contacted by me. The communication is terrible. Today, 6 weeks later, the Jeep has still not been touched with no pick up date given. Ive attempted to contact the ** (**** *******) on numerous occasions with no response. I continue to make my car payments on a vehicle that is still sitting in the service bay at the dealership.

  Business Response

  Date: 04/29/2025

  Just spoke with Mr ******* and we are trying to get his vehicle fixed asap

• Initial Complaint

  Date:01/20/2025

  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.

  On July 2nd, 2024 I purchased a 2019 Ram 3500 from ******** for $32,351. July 2nd, 2024 10 minutes into my drive back to *********, ** where I flew in from I got a check engine light. The car seemed to drive fine so I ignored it. 200 miles later when I got near ******, ** I stopped to get the vehicle plugged in to see what the issue was. I got a code P0871 which was related to Transmission problems. I then decided to stay in a hotel for the night and was determined to go back to Georgetown to get the issue resolved. However, this problem escalated the following day, and the transmission would shift very roughly from 2nd to 3rd gear. I took it to a Transmission shop in ********, ** near ******, and had to leave it with them for 2 weeks awaiting repair. This repair cost me shy of $6,000 not to mention the cost of travel (hotels, fast-food/dining out, etc), and loss of income as my girlfriend traveled with me and took off work and I purchased this truck for work and it delayed my ability to produce income. I immediately reached out to "*****" (the salesman) and he ignored my calls and responded with a text a day later with a "Vehicle Cost - RO Detail Report" that was said to be completed 5/29/24 with a total repair estimate of $3,959.49 worth of work that had been completed. None of this work had anything to do with the transmission. From that point on he ignored my calls and would respond with brief texts. He told me "the truck was priced aggressively to sell. If you want to hire an attorney you're more than welcome to. I'll make sure to bring it up to my GM"I've bought many cars before and had issues but none at this magnitude the SAME day of purchase 200 miles down the road with no resolution. I spent well over $10,000 over the two weeks and lost more in income. I was told I would receive compensation just to never hear from anyone at the company again until someone called me in November asking me if I was still in the market for a ***.

  Business Response

  Date: 01/21/2025

  We are very sorry to hear this issues that Mr. ****** has delt with regarding the truck he purchased from us.  We pride ourselves on our Used Vehicle reconditioning process and historical data, and customer satisfaction ratings, show we typically do a very good job in this regard.  Our records show, as Mr. ****** stated, that we performed almost $4k worth of work on this vehicle which was what our technician recommended.  At this time there was no code on the transmission and nothing to indicate that there was anything wrong with the transmission at all.  Now this truck did have over ******* miles on it and we clearly displayed this in our advertising of the vehicle and fully disclosed this with Mr. ****** during initial communication and during the purchase. Of course we never know when a vehicle with this kind of mileage might have a problem.  Even so, whenever something like this happens so close to time of purchase we want to do what we can to assist with looking at the truck ourselves, or even speaking with a third party mechanical shop, like what happened in this case. This would have been the easiest way for us to help address any potential problems with the truck and we wish we would have had that opportunity. Based on all of this we do not believe that the request for $8,000 for repairs and troubles is a reasonable one. 

  Customer Answer

  Date: 01/22/2025

  Complaint: 22826072
  
  I am rejecting this response because: as stated in your response whenever something like this happens so close to time of purchase we want to do what we can to assist with looking at the truck ourselves, or even speaking with a third party mechanical shop, like what happened in this case. This would have been the easiest way for us to help address any potential problems with the truck and we wish we would have had that opportunity. 

  However, there was no communication from anyone at ********. I was ignored and told to bring the issue up with an attorney. 
  

  I was only offered $1,500 after making a complaint online and then ignored after that. No check sent, no further communication. 
  

  Your company made no effort to remedy the situation and still arent making any effort at the moment. 

  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:12/13/2024

  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 had my truck sent to Dodge in July of 2024 because it broke down while driving. They explained what was wrong and 4600 dollars later I get my vehicle back after weeks with a lack of communication. I asked could they help with a loaner since I couldnt get a time frame on when my truck would actually be completed, they told me they dont offer loaners unfortunately. October of 2024 and 2500 dollars later, I am back at the dealership because of an issue on the opposite of the component they worked on, which they told me we worked on the right side so this is not covered under the warranty because its on the left side and we didnt work on that. Still couldnt get a clear answer on a time frame even after I called and was told to bring it in with no mention of keeping the truck but once I arrived was told we will take a look at it, do you have a ride or need a Lyft. That could have been communicated during the phone call so I could have set up my own transportation. Seeing how I was out of my vehicle for weeks the last time I was there, I again asked about a loaner because I spent hundreds on a rental, again the answer was no. On the receipt I asked the service advisor to send me because my truck was just there not long ago, and I want clear documentation of what is being done because at this point it feels as if the job is not being properly completed if my truck is only lasting two months or less in between the repairs from the dealership; the receipt clearly states that my truck is leaking coolant into the left bank combustion chamber. Here I am again December of 2024, having to have my vehicle towed back to the dealership because it is leaking fluid and running hotter than it was before and I have no idea yet how much this repair will cost me. This has been the third time I will have repairs from this service department in a 5 month time period.

  Business Response

  Date: 12/16/2024

  CUSTOMER DROPPED OFF THE VEHICLE ON 7/10/24 WITH ***** MILES. CUSTOMER STATES THE VEHICLE WAS AT ANOTHER DEALERSHIP, AND THEY ADVISE THE ENGINE HAD FAILED AND NEEDED TO BE REPLACED. WE INSPECTED THE ENGINE AND FOUND THE RIGHT SIDE CYLINDER HAD A FAILURE WITH THE #2 VALVE SPRING AND INTAKE VALVE WERE BROKEN, AND THE PUSH ROD WAS BENT. WE INSTALLED A NEW CYLINDER HEAD ON THE RIGHT SIDE. CUSTOMER PICKED UP VEHICLE. ON OCTOBER 2ND, THE CUSTOMER BROUGHT THE VEHICLE BACK AGAIN WITH ***** MILES. AT THAT TIME, THEY ADVISED THE VEHICLE WAS AT A INDEPENDENT REPAIR FACILITY, AND THEY ADVISED THE VEHICLE HAD A POSSIBLE LEAK INTO THE COMBUSTION CHAMBER. WE INSPECTED THE VEHICLE AND FOUND THAT COOLANT WAS LEAKING INTO THE COMBUSTION CHAMBER. WE ADVISED THE CUSTOMER THAT THE HEAD GASKET WAS LEAKING COOLANT. WE COMPLETED THE REPAIR FOR THE LEFT SIDE CYLINDER HEAD GASKET. THE VEHICLE HAS BEEN TOWED BACK TO THE STORE NOW AND HAS ****** MILES, WE FOUND THE RADIATOR HAS A LEAK AND NEEDS TO BE REPLACED. CUSTOMER HAS AUTHORIZED THE REPAIRS NEEDED.

  AS MUCH AS I CAN APPECIATE THE CUSTOMERS CONCERNS, ALL 3 ITEMS REPLACED ARE DIFFERENT AND IN DIFFERENT AREAS OF THE VEHICLE. IF THESE ITEMS WERE ALL FAILING AT THE SAME TIME, THE CUSTOMER WOULD HAVE NEVER BEEN ABLE TO DRIVE ALMOST 8000 MILES SINCE THE FIRST VISIT. WE HAVE HAD 3 DIFFERENT FAILURES, AND THE REPAIRS WE HAVE COMPLETED HAVE ADDRESSED THE 3 DIFFERENT FAILURES. PLEASE ADVISE IF YOU NEED MORE INFORMATION.   

• Initial Complaint

  Date:10/08/2024

  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.

  Date: 10-3-24 Amount Paid: $215 for diagnostic. (Car would not crank unless being jumped with jumper cables). I was told the fee would be applied toward repair costs if I selected them to repair my vehicle.Issue: I was called and told, we completed the diagnostic, we did not find anything wrong, come pay the $215 you owe us and pick up the vehicle. I paid, received the vehicle, and decided to cut the vehicle off and re-crank it while still at the repair shop. The vehicle still would not start. I checked the vehicle back in and purchased another **** ride back home. The next day, I was told it was the battery, you need a new one. I received a quote for the replacement and I asked was the $215 going to be discounted, I WAS TOLD NO, SINCE I HAD ALREADY PAID, I WOULD NOT BE ELIGIBLE. The problem is they made me pay before I could do any inspecting for myself. I would like a partial refund considering I don't think a proper diagnostic was done until I re-checked the vehicle back in. One would think a low battery would be easy to spot in a diagnostic setting...?

  Business Response

  Date: 12/17/2024

  We found the battery needed to be replaced after the customers vehicle tried to leave and couldnt. Customer supplied us a battery, so we installed the battery at no charge. Customer paid the diagnostic fee, but then did not have to pay labor for the install of the supplied battery.

   

  Thanks

  **** *******

• Initial Complaint

  Date:07/09/2024

  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 bought I used 2019 Ram 3500 from this dealership, I was told that there was no problem with this vehicle after it was in the shop for 2 days getting regular maintenance repaired. I purchased the car Monday July 1st, 2024. After driving 10 miles from the dealership I got a check engine light with a code P0871 which related to the transmission. By Tuesday July 2nd, 2024 the transmission went out on the vehicle. The car is now in the shop with a $6,000 repair bill and the dealer wont respond to me.

  Business Response

  Date: 07/09/2024

  We are very sorry to hear about your the truck having problems.  When you purchase a vehicle with ****** miles on it you never know what will happen.  I know that you realize you bought it as is.   We have to take the responsibility when we trade for high milage vehicles.  Its a risk to whomever owns the vehicle as we don't know when something will break.  We are sorry it happened so soon.   That being said, We will offer a $1500 goodwill payment to help with the repair of the transmission.  We hope this helps and the truck will last another 200k miles....

  Customer Answer

  Date: 07/09/2024

  Complaint: 21958303
  
  I am rejecting this response because:

  Thanks For reaching out now that Ive involved the BBB even though I made this issue known to the company the same day I bought the truck (5 hours later!) This offer hasnt even been extended to me personally, only as a response on this complaint when the dealership has my direct number.

  While the offer for $1,500 is an appreciated gesture its insulting. 
  

  I traveled from another state to purchase the vehicle and incurred expenses associated with travel that exceed $1,500. The sales representative ***** was aware of this and even though the truck was being serviced in the shop and me asking whats wrong with it I was assured the vehicle was in great running condition! 
  

  Now Im stranded in an unfamiliar state for 7 days now and my truck wont be repaired until Friday 7/12 at the earliest! 
  

  So $1,500 doesnt even cover my stay here in ***** (housing, food, transportation, I purchased a car yet I have to Uber to get go eat everyday or order food.)

  Issues are understandable but a transmission being fried the day after a purchase and me not even being able to drive the vehicle out of state is ridiculous. 
  

  My fiance and I have loss of income due to having to call in for a week longer than expected. 
  

  Ill have to deny the offer of $1,500 and escalate this issue further. 

  
  Regards,
  
  *************************

• Initial Complaint

  Date:06/06/2024

  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 january fourth of two thousand and twenty four I i signed legal documentation to finance a two thousand and fifteen Ram pickup through thru chrysler capital with ******** dodge of georgetown *****. It came with an extended warranty that was covered under the category of power train. Within two months after purchasing I began to experience transmission issues labeled as gear ratio error of 5th and 6th gear in a diagnostic test I had completed twice. As well as **** ************** services in ******* *****. Which was filed as a separate warranty claim through Lariat Automotive. That was denied due to "pre existing wear and tear" (conditions). Which I then at that point of it being in ***********************, lost my job because I did not have proper transportation. So I then had it towed to ******** in Georgetown because the transmission completely malfunctioned in *************. ******** has had it in the shop for going on more than 3 weeks because of a delay from the manufacturer of an ETA of when the transmission will arrive at the shop. So I ha e been given an option of a 5 day $200 rental that is in no way similar to my vehicle, that is a huge factor in regards to my skilled trade. It is physically and realistically impossible for me to continue making payments with the circumstances I have listed due to our economy and I am in no way, shape or form satisfied with the service I have been dealt with.

  Business Response

  Date: 06/18/2024

  The customer unbeknownst to us purchased a different service contract from someone else.  He took it to a dealership in ******* and they said it was preexisting condition.  He then brought it to us.  We looked it up and used the service contract he had purchased when he bought the truck.  We ordered a new *********** and replaced it.  The customer has taken delivery of his vehicle and we believe he is happy.  I wish he would have brought it back to us first, as we could have saved him alot of time and grief.

  We consider this matter closed

   

• Initial Complaint

  Date:04/04/2024

  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.

  I brought my jeep in for 2 recall repairs and an diagnostic check for an odd suspension noise. ****** ordered the parts and a week later i dropped it off, and was told two days later it was ready for pickup by my advisor. The advisor said the tech was able to duplicate said highly intermittent problem and that i just needed a whole new front end for 3 grand. i declined the estimate due to that being highly improbable. When i picked up the jeep on friday around closing time, it was written up under an entirely different name and the diagnosis charge was 215. After inspecting vehicle, i noticed the airbag safety recalls were not even done. This alone is highly unsafe and when i talked to the service director, it supposedly was a communication issue. Ive checked with chrysler and they were listed as complete with jeep. i do not feel safe driving this vehicle and on the suspension issue it turned out to be a *************************** ten minutes. I belive that i should be able to allow another dealer to finish my recalls correctly and my 215 should be refunded since obviously they were just trying to throw the kitchen sink at the issue

  Business Response

  Date: 04/05/2024

  Tell us why here...**************** was advised his recalls have been completed,except for a new trim piece that needed to be installed. The one we had was damaged, and a new one was ordered. We have the part here for ****************, and have advised him to come by whenever he would like to have it installed. It will take about 15 minutes. He vehicle was written under the old owners info,which was his mother in law. That has since been corrected. His vehicle is a high mileage vehicle. He asked for his suspension to be inspected, we completed that inspection, and advised him as to what needs to be repaired. There would be no reason for us to refund a diagnostic charge, when we completed a diagnosis on this customers vehicle. At this point, we are still more than willing to address his trim cover at his available timing.
  
  Eric 

  Customer Answer

  Date: 04/05/2024

  Complaint: 21531753
  
  I am rejecting this response because: first of all I do not consider 120k a high mileage vehicle.  If you didn't replace the trim pieces, you didn't complete the recall.  On letting you touch my vehicle, I have no trust in your service department for any repairs.  I still would like my 215 back since you absolutely did not diagnose the issue.  The actual correct repair was the steering damper that cost 50 bucks.  You just threw the kitchen sink at the issue which is not a good way to do business
  
  Regards,
  
  ***********************

  Business Response

  Date: 04/05/2024

  We are sorry you feel that way.  If you need us to send the trim piece to another dealer to have it installed let us know where to send it.

  We consider this matter closed.

  regards  ****

   

  Customer Answer

  Date: 04/05/2024

  Complaint: 21531753
  
  I am rejecting this response because: if you send to another dealer that doesn't help me since I would have to pay that dealer to inspect your failure.  I have confirmation from Chrysler that you said all recalls were done to completion.  I still feel I should be *********** a refund due to you not doing an accurate diagnosis for the issue 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:01/08/2024

  Type:Delivery 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.

  Initial Purchase and Agreement: Signed build contract to purchase a 2024 Jeep Wrangler Willys. Order #: ******** Date of Deposit: 20 July 2023 Salesman: *************** Dealership: ******** Dodge Chrysler Jeep Georgetown. Details of Purchase: Placed a $1000 deposit for a new Jeep. Was informed by the salesman, ***************, that the typical delivery time for new builds was 8 weeks, with a worst-case scenario of ***** weeks.Expected Delivery Timeframe: 8 to 15 weeks from the date of deposit.Actual Delivery Time: Over 20 weeks. I was unable to take delivery because of this. Communication ********************* status updates were provided by the dealer during this time. Issue with Deposit Refund: In early October a hailstorm damaged my current vehicle which necessitated the purchase of an alternative vehicle due to the extended delay and lack of available Jeeps. Because of this I requested my deposit to be refunded since it was beyond the 15-week timeframe I was expecting delivery.Request for Refund: 10 October 2023. Dealership's Response: Refusal by ******** to return the $1000 deposit.Impact on You: Financial loss and dissatisfaction with the service.Resolution Sought:Full refund of the $1000 deposit.

  Business Response

  Date: 01/08/2024

  We would like to talk to **************. please call us at ************   He can ask for *********************** or ***************************.  Leave a message to call back it we cannot get to our extension.    We have left messages before and haven't received a response from **************.

   

  Customer Answer

  Date: 01/15/2024

  Complaint: 21108011

  Dear ****************** and ******************,

  I am writing in response to your reply regarding my Better Business Bureau complaint about the refund of my deposit for Order #********. I appreciate your willingness to discuss this matter; however, I prefer to handle this issue through written correspondence for the sake of clarity and record-keeping.
  To reiterate the key points of my complaint: I placed a $1,000 deposit for a 2024 Jeep Wrangler Willys with an expected delivery timeframe of 8 to 15 weeks from the date of deposit, 20 July 2023. After over 20 weeks, the vehicle was still not available, necessitating my decision to purchase an alternative vehicle. As such, I requested a refund on 10 October 2023, which has been ignored.
  The delay in delivery and the subsequent refusal to refund my deposit have caused inconvenience and financial impact. Therefore, I am formally requesting a full refund of my $1,000 deposit.
  I understand your preference for phone communication; however, given the nature of this issue and the need for a clear, documented resolution, I kindly request that further correspondence be conducted in writing. If you wish to respond via email, please use *********************

  
  I am hopeful for an amicable resolution to this matter and look forward to your written response.

  
  Sincerely,
  Regards,
  ***********************

  Business Response

  Date: 03/20/2024

  ************** has a copy of his signed special vehicle order agreement which states The order may take up to ***** weeks, possibly longer, for my vehicle to arrive. ******** will do everything that can be done to ensure a timely delivery, but ******** has no control over production schedule or scheduling.  If I chose to not purchase this special vehicle ordered unit FOR ANY REASON, I understand the ****PAYMENT of $1000 in non-refundable.  We lowered this from the standard $2000 to $1000 for **************. 

  Regards

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

  Customer Answer

  Date: 03/21/2024

  Complaint: 21108011
  
  I am rejecting this response because:
  

  Thank you for your response. I acknowledge the terms stated in the special vehicle order agreement. However, my concern arises from the verbal assurance provided by the sales representative, which indicated a delivery timeline of 8 weeks or sooner. This assurance influenced my decision to proceed with the order, and the discrepancy between the verbal and written commitments has led to my current dissatisfaction.
  I appreciate ********** efforts to ensure timely delivery and the reduction of the pre-payment amount. However, I believe it is important for sales representatives to provide accurate information that aligns with the written agreements to avoid any misunderstandings.

  I look forward to resolving this matter amicably.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:08/21/2023

  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.

  My husband and I visited the ***************** Dodge Georgetown/Used Cars after finding a 2016 ***** Traverse on their website. After we test drove it, we decided to buy it, we traded in our 2012 **** F150 and paid $3,500.00 in cash. As we obtained a copy of our title, the *** was going to have the windshield replaced due to a crack. On July 7th our Sales agent called to let me know that the *** had not passed inspection because a couple of the sensors were misfiring. It had been driven several times but it would not pass. I expressed my concern and worry that this was not a good sign, and I was hesitant to move forward with the purchase. Shortly after, I received a call from the "Manager" who advised me not to worry and reassured us that when we took ownership of the *** it would be working properly with no issues. We picked up the *** on July 8th and when we drove back in town, we noticed after coming to a complete stop and you began accelerating, at 30 mph the *** would shake/shutter/hesitate/flutter. I called **** on 07/10 and told me about the issue and we took the *** back in on July 20; however, after several trips back in, and replacing the brakes, because according to the mechanic, he was told the issue was when you were coming to a stop, not accelerating from a stop. Either way, after trying to purchase another vehicle to have a properly working car, we left completely dissatisfied with a vehicle that CONTINUES to have issues. At the end of this purchase, the manager did not fulfill his promise and provide me a vehicle that was free from mechanical issues, because according to him, this vehicle would be working properly and it is not, working properly. And when we tried to purchase another vehicle, we were only receiving an $11,000.00 credit towards the new purchase, but we paid over $15,000.00 for this lemon of a vehicle. I have pictures/videos upon request.

  Business Response

  Date: 09/06/2023

  While understanding the concerns of our customer, we believe that weve satisfied, over and above what is required, our commitments to servicing and inspecting our vehicles with odometer readings exceeding ******* miles.  Prior to sale, this 2016 Chevrolet Traverse with ******* miles was processed in our shop, given a *********************** and passed our safety inspection.  It was subsequently processed through the Texas State Inspection and passed on 7/8/2023.   To address customer concerns post-sale, the following service were provided, at the dealerships expense, on 8/21/2023: the left front window master switch was replaced as well as front brakes and front brake motors.  On August 1, 2023, the customer stated that there was a hesitation during acceleration.  A certified, 20 year technician with ********, rode with the customer and hesitation in question failed to repeat.  It was explained to the customer that at very low acceleration speeds, the torque converter will take longer to engage because its looking for more pump pressure from the accelerator pad.  The accelerator is working as designed. 

  All customers sign statements that pre-owned vehicles are purchased as-is with no dealership or factory warranties in effect.  They also sign statements that they are permitted to take our vehicles to the mechanic of their choosing, at their expense, for third party evaluation.  While striving for 100% customer satisfaction in all departments, the dealership does not possess the ability to diagnose future mechanical failure or malfunction, and weve addressed all concerns brought to our intention post-sale, including technicians in the vehicle with the customer.  We inspect all high mileage vehicles in accordance to the ************** inspection requirements and do our best to provide quality products and huge savings versus the fully warrantied,brand-new versions of those vehicles.  Weve closed this matter where the provision and dealer expense of any further repairs are concerned.

  Customer Answer

  Date: 09/07/2023

  Complaint: 20499770
  
  I am rejecting this response because:  The issues with the vehicle began PRIOR to being released to me. We had signed purchase paperwork and AFTER we signed, we were told the vehicle was not passing inspection. During a phone conversation with the sales manager, I expressed my concerns about it not passing inspection and he told me that this vehicle would be working properly when it was turned over to me.  After **** (our sales agent) told me that the Traverse had finally passed inspection we drove home and right after driving into town (home) it began with the hesitation at 30 mph, which happens when you come to a full stop and begin to accelerate to 30 mph.  Also, I keep getting an error code on the dash instructing me to ************ cap."  This has happened at least ten (10) times, if not more, since it passed inspection. During subsequent conversations with *****, he told me he would do us right and make sure that the vehicle was working properly.  When we picked it up from the dealership after repairs for the window, I spoke with the mechanic, and explained to him what the vehicle was doing, he told me that was not what was he was told, he was told the issue was when you are decelerating.  So, when he drove the Traverse and felt the hesitation,he thought it was the brakes, which is why he "repaired them. We chose this vehicle because it was going to be paid in full, no lien.  We asked for our truck/money back and he said No. After we discussed our options, we decided to try to get another vehicle,mind you, the dealership had the Traverse more than I drove it (feels like).  ***** said I will work with you, get the numbers where they need to be to do you right. I will say, he did work with us on pulling a ***** Tahoe from ***************** **** lot, which was having issues with the rear air conditioner blower, but even then, after they fixed it, it was still making noise after.  ***** ran his numbers, he was trying to get us into a $460.00 monthly payment.  Mind you we had traded in our 2012 **** F150 4X4, which they gave us $12k and we paid another $3,500.00 in cash, well when he ran his numbers, he certainly did not give us full credit for the trade-in and the cash we paid.  So, NO we do not agree with this response from the dealership.  We have always purchased our cars locally but this time we decided to go to this dealership in Georgetown, whom, we believed to be reputable, I mean you see ***************** everywhere, even here where we live, but let me tell you it was the worst mistake we have made.  
  
  Regards,
  
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