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:24/02/2025

  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.

  I bought this new vehicle from this dealer.
  
  The transmission is not shifting correctly, and the vehicle is using approximately 2 liters more fuel.
  A good indicator for understanding the problem is the tachometer.
  The RPM jumps up by 500 when shifting between the 4-5 and 5-6 gear levels,
  When the coolant temperature reaches 75 degrees Celsius.
  The vehicle is still under warranty, both by time and by odometer.
  
  I went to the dealer by appointment, and this is what they told me: 'We checked your vehicle with a diagnostic tool, and it doesn't show any problems.
  Also, the test drive didn't show any problems.
  
  This time, they didn't charge me, but the problem hasn't been resolved.
  Why isn't the tachometer the right diagnostic tool in this case?

  

  Business Response

  Date: 24/02/2025

  Thank you for bringing your vehicle in for inspection. Upon reviewing the history, the vehicle was last seen at our dealership on 07/31/2020 with 4,480 km, and it has now returned on 01/03/2025 with 72,000 km.
  At the time of your visit, we conducted a  diagnostic check, and no abnormalities were found. The vehicle was operating within the expected parameters as per the diagnostic tool provided by *********** which is specifically designed for our technicians to assess any concerns.
  As an additional measure, we also conducted a road test to ensure proper operation. During this test, no faults or issues were demonstrated.
  Unfortunately, as we do not have further history on this vehicle beyond the details outlined, we cannot provide additional commentary at this time. However, we would like to emphasize that we performed this assessment at no charge as a gesture of goodwill.

   

• Initial Complaint

  Date:10/02/2025

  Type:Billing 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.

  Traveling back to wpg for school with my truck after the Christmas break, I had a brake caliper seize on my pasenger side front. I looked up the nearest Dodge Service shop and got it to Gauthier's Waverly dodge. I told them what I thought was the problem, (as it had happened to me a year prior on the driverside front) and asked them to look at it. They offered me a "Piece of Mind Inspection". They gave me a ride back to my grandmothers. The following day they called me back. The "Piece of Mind Inspection" revealed that the truck needed all new brakes and tires for $***** They made no mention of swollen and/or broken Lugs and Nuts. I advised them that the driver side front (Hub, Rotor, Caliper, Brake Pad), had been replaced the year prior, and the leftover new pad from the set was in its box under the passenger seat. I asked them to please repair the passengerside front stuck caliper and install the new pad that I had left in the box. They insisted I needed two Rotors, Two Calipers, Two pads and a Hub assembly for the passenger side front as well. I asked them again to just repair the stuck caliper and install the new pad I had provided and the hub assembly on the passenger side. They advised the hub I needed would be five days. A car was arranged for 5 days for me to continue traveling to school while they fixed it. I'm guessing at this point they put the tires back on and put it back out side, as they didn't have the parts to continue. 5 days, 10 days, 14 days later they called and said they were working on the truck, but that they had broken 20 lugs and nuts, the bill would be an additional $*** for what they broke and it should be ready the next day. I was not happy about that. Day 15, with only the cashier available to take payment, I paid the Bill for $******* and took my truck, The year prior, the driver side front had this same work done at 2 different rural shops, 3 days down time, tires & rotors on and off twice, no broken lugs and a total cost of $********

  

  Business Response

  Date: 24/02/2025

  Thank you for reaching out regarding your recent service at Gauthier's Waverley Dodge. We appreciate the opportunity to clarify the work performed on your vehicle.
  Our inspection determined that multiple components required replacement to ensure the safe operation of your truck. While we provided our full recommendations, we proceeded only with the necessary repairs as per your request to get you back on the road safely.
  Regarding the lug nuts, they were found to be swollen, which can make removal and reinstallation difficult. This issue was not caused by our team, but for safety reasons, replacement was necessary to ensure the wheels were secured properly.
  We understand that unexpected repairs and delays can be frustrating, and we apologize for any inconvenience caused. Our goal is always to provide quality service and ensure that your vehicle is safe for travel. If you have any further concerns, please feel free to reach out, and we would be happy to discuss them further. *** ** *** *******

  Customer Answer

  Date: 10/03/2025

   
  Complaint: ********
  
  I am rejecting this response because it does not acknowledge my concerns, nor offer a billing adjustment
  Your team did not identify swollen lug nuts in their piece of mind inspection initially, after removing the tires, nor did they order them so they could  complete the repairs once the hub came in.
  After removing the tires a second time on repair day 14 they discovered what they had done and had to scramble to find lugs from another shop.
  *********** * ******** **** ** ** ***** *** ********* **** **** *** *** ******** ** *** ** ** ****** *****
  Your team also advised me, by way of their piece of mind inspection, to repair things that had already been  repaired by a previous shop, suggestive sales is not what I was expecting
  For what they did install (wheel hub,rotor,caliper and my pad on the passenger side front) your team took 15 days to make the same repairs that two other shops completed in 3 days combined, on the driverside
  Furthermore, your team charged 2 1/2 times the price of what two shops charged combined on the driverside, for the same work. **** ** ****
  
  ****** **** ** **** *** **** **** ** ******* ** **** ***** ****** **** ***** ***** ******* ** **** ***** ******* ******** **** ********* **** * ***** ******* ** **** ***** ******** * **** * *** *****
  * **** **** ********* *** ********** ****** **** **** **** ****** ** * ***** ** ** ** **** **** *** ******
  
  Sincerely,
  
  Justin ****

  

  Business Response

  Date: 10/03/2025

   

   We would have no idea as to the status of the lug nuts until we reinstalled them on the vehicle. Any items that were advised on the peace of mind inspection are our findings at that time . We represent all of these to our customers to ensure that their vehicle is operating as designed. We can't speak to the multiple repairs done prior for  similar concerns at other repair facilities. We completed the work as advised and required for the safe operation of your vehicle. 

  There will be no billing adjustments for the work requested and required to be completed. 

  Hope this clarifies your questions. 

• Initial Complaint

  Date:14/07/2023

  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.

  I got this vehicle on May 4; a 2018 ****** Rogue fr. Waverley Chrysler. I bought extended warranty w said vehicle. But on June 14th/23 the temp. In the vehicle read -40 outside and the radiator fan/cooling fans stopped working. I call Waverley & they tell me to take it to ****** service dept. Because the Waverley service dept would be a long wait & it's a ******, they sold it for ******, they said. ****** srv dept. gave me a date of June 29 of when they can look at it. Ok, great! ****** wants to call my warranty provider to open a claim. It took me forever to find out who my provider was. ****** then proceeds to do the work, after he finds out, yes yay I am covered because he spoke to *** ****** **** ****** then sends invoice to *** ****** *** but they won't pay the $*** BECAUSE the car was supposed to go to the place I bought it from! But Waverley told me to take it to ****** in the first place. ****** then tells me he just needs a sublet p.o. from WAVERLEY, like they just Sublette the work to ******. WAVERLEY won't pay because the invoice from ****** has 3 Diagnostic tests (that can be done at Waverley srv dept). But they told me to go to ******. **** there's 2 Diagnostic tests or the other little add ons they charged. But why did ****** call *** to see if I'm covered but don't ask if he does the work is it covered. Or why did Waverley say to go there. Or why is Waverley all of a sudden saying they can do Diagnostic tests at there service dept.& to find out from ****** why all the Diagnostic testing & extra things they did for $***.
  *** it's fixed ready to be picked up. I had it a month. I'm making my payments but no car. * **** **** ******** *** **** ** ******* * ** ****** **** **** *** ******* *** **** ** ****** ** ****** **** On the invoice in the first Diagnostic test ****** fixed the wiring to the outside temp which in turn fixed the cooling fans but he charged for another Diagnostic test to see if they were working

  

  Business Response

  Date: 20/07/2023

  We are sorry for the confusion regarding repair locations.
  In the future the vehicle should be brought to Waverley to inspect and Waverley
  can sublet the vehicle as required to ******. The ****** Service Manager was
  contacted and he advised that Temperature reader requires a sensor and wiring.
  He advised that the cooling fan motor tested ok and could not confirm the
  customer complaint. The Service Manager advised the vehicle also requires both
  front control arms and passenger rear shock to pass Safety. The brakes were
  also inspected and checked ok. He advised that the positive battery terminal
  need replacement. Waverley will pay for the inspections and also for the sensor
  and wiring for the temp reader. Waverley will also pay for the lower control
  arms and passenger rear shock. Waverley will also pay for the battery terminal.
  None of these items are covered under the Service Contract but Waverley will perform
  as a goodwill basis. Waverley has instructed ****** to perform the above
  repairs. I trust this is an acceptable solution to the matter.