ComplaintsforBluebonnet

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased my 2022 Dodge ******* from Bluebonnet with a warranty in March 2023. In November 2023, still under warranty, I contacted Bluebonnet in regards to the heated seats/steering wheel not working anymore. I have since had numerous visits where I have dropped the Dodge Durango off, one time for almost over a month. Each time the Dodge Durango was returned to me, the next morning the heated seats/steering wheel indeed were not working once again. Since November of 2023 I have been patient and understanding while I have let Bluebonnet figure this issue out. Even more so patient and understanding when I had to replace a tire (also covered under warranty) and I PAID OUT OF POCKET and had to go thru the insurance company myself and even they were confused as to why bluebonnet didnt follow normal procedures and file the claim themselves. I am still waiting for a check in the mail for reimbursement which I have not received yet. All I ask is for my 2022 Dodge Durango to have the heated seats/steering wheel function that I paid extra to have as a luxury!

  Business response

  03/12/2024

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

   

   I apologize that we did not fix the concern that you have on your Durango. I pulled up the repair history for your vehicle and it shows that we replace the steering wheel the last time that you came in, obviously that did not fix the concern. Please reach out to me and I will arrange to have your vehicle picked up, a loaner vehicle delivered, and we will fix the concern that you have with your Durango. Thank you ********************* ************, *************************************

   

   

  Customer response

  03/21/2024

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

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my van in for new spark plugs and a new PCV valve. My car engine was very dusty as I had not cleaned the engine compartment after a trip I took. When I got my van back out still ran rough, I opened the hood and everything was still dusty in my engine compartment. The screws that hold the engine cover, the cover wasn't even touched, if they had done the work it would be impossible for the dust to still be there, and my van would be running correctly. I called them and they stated I would have to leave my van for at least a month for them to look at it. I would like the work I paid for to be done or receive a refund so I can take it where they will actually do the work!

  Business response

  02/29/2024

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

     On 12-27-23 you dropped your 2020 Chrysler Pacifica for an oil change, spark plug replacement, and PCV valve replacement per your request, The requested repairs were performed and the vehicle retuned to you the same day. There was not a concern logged for the Pacifica running rough, please refer to invoice ******. During the requested repairs, a video was sent to you at 10:18AM documenting the repairs, and with additional recommendations by the technician that was working on your Pacifica. If you would like we can review the repairs that were performed and show you the new parts that were installed. Please let me know when you would like to schedule this inspection. I am available anytime between 8am and 6pm M-F.  Sincerely, *********************, Service Director, Bluebonnet Chrysler/Dodge/Ram

   

  below is a link to the video that was sent 

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

   

• Initial Complaint

  09/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i was gonna buy a van from them and they told me i needed to put down $500. in order for them to hold the van for **** called them back a few days later and i was told that the van was sold,i had to go back to work then i called ***** and he told me the van was ***. ****** was the one that had my $500. i did not sign anything in order for them to keep my money. i spoke to ***** and he said he had to get it back from the company but he never did a dam thing. its not the company its that dam ****** and ***** they are not fair with their dealings. ****** told me that the$500 was only to hold the van and if the van fell through my money would be refunded,

  Business response

  11/02/2023

  To keep it brief and to the point, ******'s statement is not true and his $500 deposit was in fact, refunded. Please see attached receipt showing as much. 

• Initial Complaint

  03/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Ive bought a certified used truck from bluebonnet on 7/29/2016. When we bought it, we were told they were the only owners, and it was used as a demo truck. I went to trade the truck in just a couple weeks ago, and the carfax was ran, and I was told by the **** dealership in *********, ** that the truck was reported with sever damage. I pulled the report myself, and sure enough, it shows damage to all side of the truck, including the top, and shoed moderate to sever damage reported 4/29/2016, which was before I purchased the truck. I called Bluebonnet to see if they could help with the situation, thinking maybe someone somewhere entered the wrong VIN, and it got placed on my trucks report. I was hoping they would have the original carfax showing no damage, because no damage was disclosed to me, and I dont remember seeing a carfax when I purchased it. I was told by *********************, my sales guy at the time, that all files are kept for 10 years incase they got audited, and his director was working with the business office to get that file. I waited a week before calling to check in the status, and no one called me back. Ive called multiple times, emailed one director, and submitted an online inquiry through there website asking someone to contact me, and no one will respond. I honestly think they knew about the damage (likely hail), fixed it, and didnt submit the report to carfax until after we bought it, cause I would have never bought that truck knowing there was that much damage. My trade in offer was only $7k because of it, and I was told I could have got $16k if it wasnt for that damage report. I know theyve won the presidential award for customer service who knows how many times, but I truly think theyre hiding something. The truck was purchased under the name ***********************, my wife.

  Business response

  04/17/2023

  We have received the complaint as well as the one filed with the **************.    We responded  to the one with the state and also talked to the representative about the issues.    We sold the truck back in 2016 and have included a copy of the Auto Check that we used to verify information.    We have looked back through all of our records and there is nothing that we have done to repair this truck on our end.    There could possibly be an error in reporting to CarFax which has happend in the past.    We communicated to the State representative the same information as well.   We are willing to help in anyway.  

• Initial Complaint

  01/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  December 1, I was told that my vehicle was not going to be able to be check in until 5 to 7 days , I dropped vehicle in the dealership for a oil change, rear wiper replacement, and check in engine light. Based on the conversation from the service adviser I needed wires replace for the fuel pump, and a battery back up to determine what was wrong with the engine light, $350 +$250, then I was told that they had to get a hold of the engineers from ******* to find out what was wrong and I was told it was going to be $1000 dollars to replace the computer from the vehicle. In Dec 31st I was told that they receive the part and with all the recommendations I was going to pay around $2350 for the vehicle to be ready for pick up. I did not authorize all the recommendations I just want the oil change the rear wiper and the computer fix since they told me that was going to remove the Engine light, my vehicle as today Jan 13 still not ready and the engine light still on and the service department still do not know what is wrong with the vehicle. I been without a vehicle for 45 days and it appears that there is no priority in my vehicle and ******* does not know what is wrong with the Van. I need my vehicle back asap or a temporary car until they figure out , specially since ******* made the vehicle. I should have some type of priority, Is the owner of the dealership aware that is taking this long to take care of their customer specially since they claim to be the best. I want some type of priority in my vehicle with a daily update of the corrections and I dont want them to guess on my expense. Tell me what is wrong and fix it and if the reason they gave me is not correct they should be responsible of some of the cost.

  Business response

  01/16/2023

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

   I have my shop ******* working with Chrysler Engineering on the necessary repairs for your Pacifica. While they are working on the repairs I will arrange to have a Courtesy Vehicle arranged for you to use in the interim. I will have your Service Advisor contact you to work out the details. Thank you ***

• Initial Complaint

  12/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Went in to dealer with outside financing already set up. Had vehicle selected and was working on deal . associate ***** wanted me to fill out an ALLY credit app and I reminded him I already have financing set. A few minutes later he said he needed my social to get payoff info on my trade un from my credit union. While I'm there I see an alert my credit was HARD pulled. He had taken my social in another room and they did a hard pull on my credit. ! Without my signature or authorization. They also sold the truck we selected to someone else while I went back to work as they were working on the deal. We had a promise from ***** and some finance gentleman that I woukd return to pick up vehicle later in evening. This place needs a full audit on their tactics and running credit withiut authorization is against the law. I want them to get that information off my credit ASAP or an attorney will. They have not tried to resolve anything......unprofessional and disappointing. I have purchased 2 cars there previously....never again.

  Business response

  12/09/2021

  To Whom It May ******************************** style="white-space:pre">The customer, **************, did in fact sign a credit application allowing us to run an inquiry. The attached shows the signature as such. As an intermediary for automotive lenders, it is our fiduciary responsibility to insure that the information matches up with what is on file and prevent fraudulent transactions. A preapproval from *********** still requires that information to be collected, verified, and submitted to ***********. That was explained to the customer. Ally solely provides the generic credit applications as they do for numerous dealerships but that in no way means that the application is sent anywhere else. 

   In regards to complaints that a vehicle was "sold out from under him"; the customer halted the finance process because of a discrepancy in pay-off from their bank. That payoff difference put the amount to finance well above the pre-approval amount. We were asked to not go further until this could be resolved. At that time the customer was informed that the truck could not be held without a deposit to secure it. That was declined. It is unfortunate that situations like these arise but due to limited supply, we are not able to just hold vehicles without a commitment. 

   

  Customer response

  12/09/2021

  Complaint: 16330268
  
  I am rejecting this response because:

  
  

  THIS IS NOT MY SIGNATURE.   That is my writing on the date line only!  I refused to sign anything.   

  
  

  The only thing with my authorization was to Initial some coloured paper that showed a "deal of interest" hand written by ***** that confirms that he went over some figures with me..>I want to see that form as well on file so BBB knows what I am referring to.

  
  

  This document they have provided is not showing the entire sheet- Interesting!!!  Why would they cut off this document-  

  
  

  . The only information I completed on the top of this sheet (they have left off of this provided upload) was my name, address phone number etc.  I DID NOT  FILL IN MY SS number on this because I told ***** I AM NOT FILLING OUT A CREDIT APP.    From My recollection, this was a credit app for ALLY and i told him i do not want to fill out app.  So he **** an X over the lions share of app (which is proven in this document they uploaded) and asked me to just complete the top portion of name and address etc.  .  Look at the COMPLETE document- No where on there is MY SOCIAL or my AUTHORIZATION to pull my credit report.

  
  

  In regards to "selling vehicle"  NEVER did they ask for a deposit to hold vehicle...as i stated before- I had to clear some information from my bank on pay-off amount and get back to work and would return in few hours after 5pm.   ***** said he is there till 8pm...Finance guy asked me if I wanted to move forward with financing I already had in place with Capital and I said yes.  He said if my bank was in error then no problem, my bank would refund diff or along that line.  The Point is we were in the deal..period.   It doesnt matter what the ************ was or was not limiting the finance amount- my wife and I were prepared to pay difference-   Just as we did in 2016 when I paid 7k+ down on a car.

  
  

  I am past that they sold the vehicle   -  We purchased a vehicle from a competitor. 

  
  

    ****My main complaint is they pulled credit report without my knowledge and without authorization.....And the only way to resolve is to get the hard pull off the record of my credit report with all credit agencies.   

  
  

  I now am requesting to see all documents IN FULL VIEW with no "omissions, cut-off pages, and all paperwork on this experience AND now on the previous vehicle (2016 Dodge Challenger Scatpack) I purchased in March of 2016.
  
  Regards,
  
  *********************

  Business response

  12/10/2021

  The signature was provided by the customer, the reason the whole form wasn't uploaded is because it contains non-public information. The application in its entirety can be provided with release from the customer. If there was miscommunication on our end then we certainly apologize. As a resolution we will remove the inquiries. 

  Customer response

  12/13/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, And I can assure you

  1. that is not my signature (I can provide copies of mine on several legal documents). 

  2. The fact that they will make a "signature" public and not the most important part of a document (showing what "is signed) is very suspect and proves my point and complaint. 

  3.  I always stated i want the credit inquiry removed because it was not authorized.

   

  I am not completely satisfied with their responses, however I do find that this resolution of removing inquiries is satisfactory to me.  I would like proof of this within 10 days.
  
  Regards,
  
  *********************

*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. ↩