ComplaintsforCMA's CDJR of Martinsburg

• Initial Complaint

  05/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was charged a $500 deposit to reserve a vehicle. After several lies by salesman  I decided to walk away from the transaction and have not been refunded my $500 that I was promised. I did not sign anything that stated this payment was non-refundable. I have attempted to get them to refund the amount via text and email.

  Business response

  06/05/2023

  The customer disputed his credit card. On 5/18, we were charged back the $500.  

• Initial Complaint

  02/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  July 2022 I purchased a 2019 ****** ***** from CMA's ******** ***** **** *** of Martinsburg. With the purchase of the vehicle I also purchased a extended warranty offered through CNA . The vehicle, when purchased, had 72,120 miles on it. It now has 76,635 as it currently sits on the shop. When I purchased the vehicle I was not offered a *** *** report, though now I wished I had been educated to ask because in the time I have owned the vehicle I have had it in and out of repairs, this last stretch of time is now at 3 months. I've barely put mileage on the car because of how many issues I've had with it. When I had reported the first issue to CMA service department (a replacement for the rear end differential) I was told to go through Hamilton Nissan in Hagerstown and since being referred there that is where the rest of the work has been done. The CNA warranty covered the replacement though I still had to pay out of pocket for the $120 diagnostic fee. In October 2022 I took the vehicle into ********** ******** ****** for another concern due to there being smoking out of the tail pipe and stalling when driving, I was told to bring the vehicle back after 1000 miles to see if there was a oil leak. In between this time I had reached out to CMA because I was also having issues with my tags being sent to me in which was another issue in which I was passed around by employees and only got a solution when when my male partner called in to file a complaint for me. That is a separate issue, I understand, but it made me feel unheard and passed off. In December 2022, where my car still currently resides, I was then told there was spark plug damage in the engine. There are now issues with CNA, CMA, and ********** ******** ****** in which I feel backed into a corner to approve work to be done to my vehicle in order for it to be able to even function. and none of these companies feel they are responsible. I feel unjustly put into a situation out of my control.

• Initial Complaint

  08/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Yes, on or about June 18th, we had took our vehicle (2016 **** ******) for general servicing at the subject location for oil change and points checks. ***On the same day after service, our vehicle had started having pulling and slipping type issues. We additionally 2 weeks later were forced to take our vehicle back in for system checks, as it didn't seem to be running correctly, which their Service Rep Matthew had hooked up the errors device and wasn't able to find any new codes. Low and behold this past weekend on 07/16/2022 (with less than 200 miles since servicing) we still noticed issues and our "traction and abs" sensors went into alert. We then promptly took our vehicle and dropped it off over this past weekend to the subject dealership. The same Service Rep got back to us today with an admission that the mechanic in our case may have only "check one side of the front brakes" etc., and that right front speed sensor is out, that the right front caliper is now stuck. While its uncertain which tire the previous mechanic had checked, but if he didn't check both he's our our eyes negligent, and possibly could have reassembled it incorrectly also. The case and point is that we didn't have any of these inherent issues prior to this servicing with same day mechanical issues, promptly reported back to this location. Wherefore, we think or feel that they should bare the costs or participation into these costs in the current amount purported as $1,046.00. Thank You!

• Initial Complaint

  07/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Yes, on or about 06/24/2022, I had contacted the subject dealership in reference to a service coupon for an oil change to schedule a time and spoke with Matthew T****** who had indicated additional surcharge for additional oil amounts, but would try to match the coupon as much as possible. Thus, we had elected to take our vehicle to this location simply for an oil change which we ended up greatly regretting..., because our vehicle had been operating just perfectly fine up until this time which this dealership had further indicated per the attached service inspection all other points had checked-out and were good'. Upon leaving the dealership on 06/25/2022, something possibly seemed off and not just right and within 50 miles upon leaving we had experienced same day slippage of what felt like front axle. Then within 2 weeks of our vehicle still seeming not right, we had returned to this dealership service department on our about July 9th after further connecting Mr. T****** about our continued concerns he had used an error code device to help detect any codes, but no codes were apparent at that time... And then about a week later and with less than 200 miles, we had then again experienced front axle slippage with traction control lights, etc. Then upon returning back to this dealership for a 3rd time on or about 07/18/2022 it was discovered that we apparently had stuck right front caliper, which is suspect to the initial service and inspection. The Service Advisor in this case had chose to waive the "labor" associated with this repair, however repeated calls up till this point with the Service Manager have gone un-returned, as the parts costs seem elevated and is believed that the need for this repair was caused by negligence during the initial servicing and inspection or failure to properly diagnose. As such we seek an additional $350 credit towards the costs of these repairs to match over the counter and online parts costs. Thank You!

  Business response

  09/01/2022

  August 11, 2022 
  

  Dear Representative Better Business Bureau: 
  

  *** *******'s initial visit was on June 25, 2022 for an oil change and filter service in our Convenience Lane. At that visit we performed a multi-point inspection, which entails checking fluids, brake percentages, tires and a light check. Our Convenience Lane is strictly a basic, small maintenance lane, and for the sole purpose of convenience to our customer base, we do not diagnose vehicles through this lane. 
  

  According to *** *******, he witnessed a concern with his vehicle not pertaining to the performed maintenance on his 2016 **** ********. He scheduled an appointment for the concern he was having with his traction control systém. At that point, we provided him with an estimate for said repairs, and even though we were not responsible for his concerns, we provided him the labor for said repairs, to which he agreed.. 
  

  After said repairs, *** ******* found cheaper parts online, which is plausible, depending on the quality of those parts. We feel that 2.7 hours of labor at $134.99 per hour is justified as a goodwill gesture for any inconvenience and consider the case closed. 
  

  Sincerely, 
  

  Scott L****** 
  Service Manager, CMA's CDJR of Martinsburg 

  Business response

  10/11/2022

  September 16, 2022 
  

  Dear Representative Better Business Bureau: 

  The *******s' initial visit was on June 25, 2022 for an oil change and filter service in our Convenience Lane. During the visit, a multi-point inspection was performed, which entails checking fluids, brake percentages, tires and a light check, all visual inspections. 
  

  Unfortunately, after his visit, *** ******* experienced a concern with an intermittent Check Engine light and Abs/Traction lights displaying on his dashboard. 
  

  As stated, *** ******* returned, and we ran a code check; no codes were present in the system. The customer then returned to the dealership July 18, 2022, where we were able to retrieve a Code ***** and ***** for a right front wheel speed sensor. At this point, our technician noticed that the right front caliper was not performing properly and recommended replacement of caliper, brake pads, and front rotors. **** ******* agreed to the replacement recommendations. All ******** parts were billed at List 
  to the customer. 
  

  After the work was completed and the vehicle ready for customer pick up, the ******** demanded the discounts. As a goodwill gesture, we did all repairs free of labor, which we feel is justifiable as a goodwill gesture for any inconvenience to the ********. 
  

  Sincerely, 
  

  Scott L****** 
  Service Manager, CMA's CDJR of Martinsburg 

  Customer response

  10/28/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  

  I am rejecting this response because:

  
  

  Mr. S*********** (the respondent) in this case has failed to acknowledge that sometimes removal of either the tire or drum is necessary to inspect the brakes and calipers, etc. and that there could have been negligence in reattaching, reinstalling, or even failure to properly diagnose or identify!

  
  

  Furthermore, the Dealership can't even identify which personnel (or Tech) was responsible for this date of service, whereby creating less accountability to this situation.  And we had experienced same day RF slippage when all was fine prior to proceeding to this dealership for thousands of miles!  And we were forced to return there twice subsequently before even being properly diagnosed. 
  

  
  

  And any reputable dealership would disclose their price lists pertaining to the parts used in this case.  While this dealer had waived the labor, we believe this entire repair was otherwise avoidable and at their negligence where we should essentially owe nothing and their part costs are inflated vs. over the counter costs.

  
  

  Wherefore, we request refund of parts costs vs. what we had paid, and that the BBB allow for another exchange to help mediate these issues.  Thanks!
  

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

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