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Complaint Details
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Initial Complaint
08/24/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
The dealership is refusing to refund a deposit on a vehicle. When I attempt communication the sales manager hangs up on me.Business response
08/26/2022
We contacted ****************** about his complaint. He entered into a agreement and made a non-refundable deposit. The ** said his inability to refrain from using profanity resulted in end of discussion.Customer response
08/30/2022
Better Business Bureau:
I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
*************************Initial Complaint
07/18/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
Ordered a truck back in April 2022 with ******. (One of the salesman) while we were going through the process he assured me I wouldnt pay a dollar over msrp. He told me that he would need a $1,000 deposit, and that the deposit was fully refundable. I gave him my card and then on the walk out he decided it was a good time to tell me that I would also have to buy the ceramic coating if I wanted to buy the truck from them. It was mandatory which then makes the truck more than msrp so he immediately turned back on what he said. He told me the coating was another $2k. A few months go by and my old truck died and I had to purchase a new truck and l needed another truck but the one I ordered wasnt ready so I had to go a different direction. Then at 10am on 7/18/22 I decided to cancel my order and ****** said that his sales manager would be reaching out to me later and that he would take care of it. (He implied that I would get my money back because he remembered what he told me). At 5:30pm I decided to call in because again no call back. When I got to ****** he sounded very agitated that I had called again and then laughed when I asked for my deposit back and said Im not having this conversation with you right now and hung up. I immediately called back and spoke with the sales manager ***********************. ***** didnt seem to think hanging up on a customer was a big deal and told me that the deposit was non refundable and that he had paperwork that I had signed. The only paperwork I got when I made the deposit was a receipt nothing else. I politely asked him to send it to me and when I received the paperwork, there is verbiage on the document that was never shown to me. I would have never signed a non-refundable deposit. I asked for the General Managers information and was told they think hes on vacation. Then I told him to send me the GMs information. Hope they do the right thing here. Refund my deposit as I was told it was refundable.Business response
07/19/2022
This was forwarded as requested to the *** Will have a manager try to reach him on vacation as the accusations don't add up! We do it the right way here and are concerned about the claims being made! It is verified that cusomer did complete and sign non refundable deposit. Further conversation revealed customer put a deposit on 2 trucks and the one that came in 1st he bought. We would never had accepted a deposit from a customer that didn't 100% intend to purchase. If customer had mentioned this at any time we would have stopped and refused to do business. Will have management follow up with customer.
Customer response
07/20/2022
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution (they refunded my money) would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
Regards,
*************************Initial Complaint
03/07/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I made a $*** deposit on a car that had not yet been manufactured, which they required to reserve the car for me. They made a mistake and allocated it to a different car. After I placed my deposit, another customer placed a deposit on the car that was supposed to me mine. They contacted me weeks later when the wrong car arrived. Although the correct car is not yet produced or there, they refuse to honor their original reservation to me. My request is that they sell the correct car to me as originally agreed once it arrives, and not to the other person which paid a deposit for the same car after I paid my deposit.Customer response
03/11/2022
Issue has been resolved.Initial Complaint
10/05/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
We find a Suburban, its a year newer, it's the color I want, looks good. The buying process from the start is bad! Bad enough I left the dealership and was resigned to not getting the car. I received a call from the sale manager and was convinced to come back. Against my better judgement, I did. I bought the car the very end of July. By the middle of August the car was at the dealership for not having any AC, no connection to ******, liftgate not working, and service trailer brake system warning. It took over a week to get someone from the service department to call me back to get an appointment, after I made a grumpy phone call to the sale manager about getting the car fixed. I have very odd work hours and frequently use my car during the day to travel between hospitals. I had to also arrange for another vehicle to get me to and from work in order to take my car in to be fixed. Once I was able to get the vehicle in I provided the service team with a listBusiness response
10/19/2021
The General Manager provided a vehicle during repairs and addressed all issues with the vehicle. Customer picked up October 8,2021.
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Contact Information
6546 Mechanicsville Tpke
Mechanicsvlle, VA 23111-3697
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Get a QuoteCustomer Complaints Summary
5 total complaints in the last 3 years.
1 complaints closed in the last 12 months.