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:09/06/2025

  Type:Customer Service 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.

  In November 2024, I purchased a Certified Used car, a 2021 ****** Camry from Moncton ******** Dodge on Mountain Road in Moncton. I paid over $20,000 Cdn when I traded my car, which was a 2017 ****** Corolla. Part of the deal of the sale and what the business committed was that I would be given 4 new winter tires to go with the car as well as the all season tires on it. When I purchased the car it had armour all'd new "Continenal" brand tires on it and I asked to leave with the new winter tires on. Come May 2025, I go to my shed to get my all season tires ( in bags) to go have them installed. What was put in my car was OLD tires, 7/32nd's of tread left, 2 different brands, and one tire damaged with a nail in it. These tires are for the dumpster! I emailed the dealership no response, I went to the dealship and said I want 4 new tires that were on the car! Their response was that was over six months ago, they dont know what tires were on it - I find that very hard to believe, they should have a detailed inventory list they could have pulled. What I was told , we will give you two used tires from Enterprise Car rental (thats who originally sold them the Camry). I am the customer and I fully know what I bought! This is beyond decitful business practices - they would not give me 4 new tires as I demanded, they gave me two used tires again... and once again, they are NOT the same make of tires. A certified pre-used vehicle is to be sold as a new car. As I mentioned I wrote an email to them, they said oh for some reason we could not reply back to your email, no one else has a problem emailing me. It is of my opinion this is not resolved, my dispute is that this is deceptive, dishonest and I am owed new tires at the very least the tires that were on the car when I purchased it, if this is a certified preowned vehicle then it should be like new.

  

  Business Response

  Date: 10/06/2025

  In response to ****** *****,

  As you are aware these items were previously addressed with the salesperson, the Used Car Manager and the General Sales Manager by you and your husband in May 2025. As menitoned then, the certification process does not always include "NEW" tires if the ones equipped are still good tires. In this case with the Camry there were 8 tires that were included, all pass MVI, and all provided with the purchase at no extra charge to you. A certified used vehicle needs to meet a stricter inspection but it is not labelled or resold as "new" which you have mentioned. The certified pre-owned vehicles are reconditioned and detailed to a much higher standard than other high kilometer vehicles, or as is and fixer upper vehicles, etc.

  As this complaint is primarily about the tires I am providing a comparison of tread depths. The tires have a tread depth of 8/32" new and a minumum requirement of 2/32" in order to pass MVI. As you stated, the tires we provided are 7/32's (roughly 90% of tread remaining). The requirements for matching tires on a 2wd vehicle requires matching size and matched types per axle. All this meets our certified pre-owned parameters.

  I have also looked into the communication issues mentioned in case there was an issue where we did not provide you with a quick response. I see received communication from you on May 26 @ 10:49pm expressing concerns, and a response sent May 27 @ 11:58am from the salesperson, via text as well a phone call to the number you provided. Our goal is always to provide a transparent and satisfactory purchasing experience to all our customers and we believe we met all the commitments including the ones discussed after your purchase. We have ensured the vehicle's safety and MVI compliance. We are confident that the 2021 ****** Camry, with the two replacement tires installed, is a reliable and safe vehicle and we have fulfilled all parts of our commitment at the time of sale and again meeting with you and your husband at the dealership in May.

  Customer Answer

  Date: 10/06/2025

   I am rejecting this response because:
  
  
  The issue continueS to be swept under the rug and not responded too in writing . No one replied “in writing” to my email either . Your salesperson was advised I would escalate this to the BBB. 

  THE ISSUE IS;The tires on the car when we test drove it were new “continental” brand and not mismatched.
  
  The summer tires you gave us were not new and mismatched brands and would not pass an MVI due to nail in sidewall!!! 
  
  The 4 tires on it now are still mismatched,even though they are Nexxen brand this leads to:
  
  Uneven Grip:
  Mismatched tires can result in different levels of grip between the front and rear wheels, impacting cornering and braking stability.
  Unpredictable Handling:
  Differences in tire properties can lead to unpredictable handling, especially in cornering or when changing lanes.
  Increased Blowout Risk:
  Mismatched tires, particularly those with significant size differences, can increase the risk of blowouts, especially at higher speeds.
  Uneven Wear:
  Mismatched tires can wear down unevenly, leading to reduced tread life and potential safety hazards.
  Compromised Control:
  Mismatched tires can compromise your ability to control the vehicle, especially in adverse weather conditions.
  Reduced Fuel Efficiency:
  Mismatched tires can also affect fuel efficiency, as the vehicle might require more effort to maintain a straight path.
  Damage to Driveline:
  In all-wheel drive (AWD) and four-wheel drive (4WD) vehicles, mismatched tires can put a strain on the driveline, potentially leading to premature wear or damage.
  
  New passenger tires have a tread depth of 10-11/32 the ones we got at 7/32 leaving 67% tread remaining not 90% as you have suggested.

  This is operating in bad faith and deceptive and unethical to switch the tires. 

   

  

  Business Response

  Date: 12/06/2025

  Tires are matched axle to axle on a 2wd vehicle like the Camry. Some operators will replace the drive line tires more often if they don't have a good maintenance program and the vehicle is safe for operations. 

  To assist, I have attached the email that was sent to you on May 27, 2025 @ 8:58am in response to your email on May 26, 2025. I believe this was the attempt to reply to you in writing but the next response received was your BBB complaint. For clarity, I have also attached the back and forth communication between you and the salesperson. In that conversation you new, "not cheap Chinese" winter tires or a further discount which we did. I also have included the walk around video that was sent to you by the salesperson showing the tires are in fact *****. 

  There was no attempt on the part of Moncton ******** to switch tires, as indicated in the video and communication they match the documentation and communication provided. The vehicle was sold with the tires on it and we gave additional all season tires that were with the vehicle, 8 new tires was not a part of what was negotiated for your purchase. The vehicle was purchased in November 2024 and you came to us May 2025 asking us to replace the extra tire because you had a nail in the side wall. This was done free of charge.

  I understand that you are seeking new tires as you are not fond of the ***** brand that came with the car but, as asked, we reduced the purchase price to compensate as per your request.

  As a solution Moncton ******** will offer an additional 25% off for a tire purchase if purchased from our parts department.

  I hope you are able to review the information provided and see that we have conducted ourselves in a truthful, honest and accomodating way and will continue to offer you assistance and operate in good faith.

• Initial Complaint

  Date:14/01/2025

  Type:Product 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 purchased a 2015 ***** Ram 3500 diesel truck from Moncton ******** ***** at the end of August 2024, but was only ready for pickup on September 18th since it was not ready yet.
  I drove the truck home in the province of ****** and got an appointment to get it inspected, to be able to get it registered at SAAQ.
  The truck was registered on Monday September 30th and left the next morning with it on a business trip with our trailer to pick up ****** merchandise in ******** in that week, since we had to be back in ** ********* for my daughter's wedding on Saturday October 5th.
  
  On Tuesday October 8 as we were getting ready to leave ** ********* for the return trip home (********************* **), a radiator warning light came on in the dash panel.
  At that time, i opened the hood to check the cooling liquid and noticed that it was black and gummy.
  
  We took the road and stopped at the closest ***** dealer that was located in ********* ** ********** (21 km) and had them check the problem, since we had many hours of driving to do that day to reach ******* (where my second daughter lives), and we were also pulling a full trailer of goods. We did not want to take the chance to breakdown on the highway.
  
  After many hours of waiting, since they had to let the engine cool down, they came back and announced that the engine was finished, nothing left to do with it, except replacing it.
  At that time, my wife, daughter and grandkids left for ******* and I stayed behind with the *** 3500 and the trailer, to make a decision on what to do with this situation.
  
  After looking into what possibilities I had, being stuck in ********* with a broken truck and a full trailer of goods, I decided that the best course of action was to get the truck fixed by getting the motor replaced by a new one.
  Having only driven the truck for one week, and having paid 44,900$ + taxes, I could not afford to buy another truck and keep paying on this 2015 *** 3500 for another 3 years!
  
  I have no more space!!!

  

  Business Response

  Date: 15/01/2025

  Dear M* *********
  
  We acknowledge your disappointment and the inconvenience it has caused. As we previously discussed, M****** ******** takes all customer concerns very seriously, especially those involving major mechanical failures. However, there are exceptions on the “as traded” as these units may need extensive work so they are sold at a greatly reduced price to allow for repairs and adjust for the risk.  
  
  To provide better customer service and avoid customer dissatisfaction or disappointment we classify our pre-owned vehicles into three categories: 
  • Certified pre owned – 185 point inspection, extensive repairs made, cosmetic repairs made, warrantied parts, OEM parts, updated MVI, warranties on vehicles
  • Reconditioned – 85 point inspection, critical repairs made, updated MVI
  • As traded – vehicle is inspected and MVI is updated, no other repairs made
  
  As you are aware the 2015 *** 3500 with 288,241kms you purchased was sold “as traded” with a price reduction in excess of $16,000. This was due to the high mileage and the possibility of it needing extensive work for long term operation. Our recommendation was you get it thoroughly inspected, pre-purchase, and have the overall conditioned reviewed by a mechanic of your choosing. Like aging, no one can predict the exact time something is going to have failure without completing a full checkup. You certified to us that you were confident the truck was good after having it inspected and wanted to continue the purchase.
  
  I have attached your signed vehicle condition disclosure, the terms made with your salesperson as well as the signed transfer of liability forms at the time of purchase. When we spoke in person you mentioned you had outside counsel that suggested these types of trucks should be good to 600,000kms, contrary to the concerns we outline in our disclosure. This situation is the whole reason we insist customers get the vehicle checked, provide a disclosure and state there is no warranty written or implied on “as traded” for some are hopeful they just got a really great deal and don’t believe the risk in purchasing these units. It is our recommendation anyone that requires guaranteed operation seek a new or fully reconditioned vehicle with warranty so as to minimize any undue operational issues or extra costs.

• Initial Complaint

  Date:14/01/2025

  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 purchased a van from ******* ******* in December , was told it was in excellent condition and c****** certified , upon receiving the vehicle I noticed a large chip in the middle of the windshield , after much going back and forth , they denied knowing about it , said it happened when I had the vehicle ( which I only had it for 2 minutes before noticing and calling them ) they agreed to fix the chip , took into the glass company and they said the chip had been there for a while and had tried to be fixed previously , since resin was already Put in and come out it could not be fixed again , it will eventually crack across my whole windshield , I spoke to the manager and she said it was my problem basically and there was nothing she would do . Speaking to d**** head office all defects are to be disclosed prior to purchase which it was not , the dealership still won’t replace the windshield , I paid over 40,000 for a vehicle and they want me to pay 900$ to replace a windshield they didn’t tell me was broken prior to selling to me .

  

  Business Response

  Date: 16/01/2025

  M** *******
  
  I have once again gone through all the correspondence with you regarding your used Pacifica purchase.  
  After thoroughly reviewing the situation, we would like to clarify :

  
  - the repairs made to the windshield satisfy both the C******** ********* ******* ****** *rogram and
  - the windshield is considered safe as per the standards set in N** ********* P***** ****** ******** ******* ********** ******* ******* Section 2.1.1.
  
  Additionally, I conducted a quick online search and found that Mopar brand windshields are available starting at $295cdn, which is significantly lower than the $900 you mentioned in your complaint. In addition to the ******** purchase your salesperson provided you a $300 cheque, in good faith, based on your need for assistance with the cost of additional tires. At the time our drivers arrived you, as well as your father, also took considerable time to fully inspected and test drive the P******* prior to accepting delivery and signing off. It is unfortunate that you feel disappointment over the condition of the vehicle, however, considering everything our position remains the same. This vehicle was delivered as described, in safe operating condition and at an excellent price fulfilling or commitment. 

  Customer Answer

  Date: 16/01/2025

   I am rejecting this response because:
  
  
  I was told by C******* head office that all defects were to be disclosed to me prior to sale , there is a large chip in the windshield that was not told to me , that can not be repaired which will result in me having to replace the windshield on my own , I said am willing to take it a different glass company if you feel like you could get it cheaper in the S**** **** area . I was giving 300$ towards winter tires based on my financing agreement with S** , that has nothing to do with not having a defect disclosed to me prior to the sale as it states in C******** promise to their customers . The van had paint chips and small dings which are to be expected , the need to replace a windshield is not a minor thing . I have been dealing with this for over a month now and it’s not an acceptable way to treat your customers 

  

  Business Response

  Date: 20/01/2025

  At the time of delivery the vehicle met all the conditions of the CPOV program and rules around windshield repairs. The repair was professionally done and considered safe for use, safe for operation, specifically at the time of delivery and to our knowledge, currently. The chip repairs can last several years without cracking or spreading, however, asking someone that makes a living selling $300 windshields for $900 if it needs replaced is likely a reason for their recommendation to replace.
  
  We do our best to keep prices competitive and provide the best customer service possible. I understand you are not satisfied with repairs completed to the windshield and are now mentioning some minor chips and dings. As you are aware this vehicle was sold to you as a **** unit with 86,000kms. It had all necessary repairs completed, as required by S********* and / or ** ****** ****** to meet the programs. That said the S********* C*** program does not completely refurbish a vehicles to new or replace every part with new. If that was the case, it would be cheaper to actually buy a new P*******. There are many parts of a vehicle that are often considered a consumable such as: 

  • windshield wipers
  • brakes 
  • tires
  • halogen bulbs
  • windshields

  Although windshields are the only of these items covered by insurance companies. Through ownership there will be a time when any of these items will need repaired or replaced. We understand you are frustrated for us not considering the possible future repairs of your vehicle but everything was repaired or replaced, delivered, inspected by you and your father to meet all the requirements of the C*** program and P***** ****** *** ********* at the time of delivery. In the interest of reaching a resolution we would be happy to discuss this further with your contact at C******* or consider taking the van back on trade if you are no longer happy with it.

  Customer Answer

  Date: 20/01/2025

   I am rejecting this response because:
  
  
  I mentioned the dings to say that some minor problems are to be excepted with a used vehicle , I seen them when I did the walk around and had no problem with them , knowing I was buying a used vehicle . My issue is the fact and the repair wasn’t done properly or the resin would not have come out and I was not informed before purchase that it had a chipped windshield that had an improper repair done and I would need to purchase a new windshield. As stated I will take my vehicle to a different glass company in S**** **** if you have somewhere else you would prefer I go . I have no interest in trading the vehicle in and I have contacted the sales rep, manager and store manager and they were not willing to fix the issue. 

• Initial Complaint

  Date:17/05/2024

  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.

  Madame, Monsieur,
  Après une semaine de l’achat d’une nouvelle voiture chez un concessionnaire
  La date d’achat de la voiture été le 30 Avril et ils m’ont la donner en date du 1 mais
  En date du 8 Mais la voiture arrêter complètement de fonctionner et il y avait un problème au niveau des freins. Sur l’écran de tableau de bord s’affiche le suivant :
  ParkSence desactive
  Réparer le système d’antiblocage des freins
  Réparer le Système de freinage électrique
  J’ai appelé au concessionnaire pour lui informer du problème il m’a donné le numéro de remorquage pour la remettre à l’atelier mécanique chez eux.
  Le deuxième jour m’on appeler ils m’ont dit qu’il y avait un problème dans la voiture ils ont changé une pièce et doivent changer une deuxième pièce qui arrivera de Toronto.
  La personne qui ma contacte s’appelle **** il travaille à la réception de l’atelier mécanique.
  La première étape que j’ai faite c’est que je me suis rendu au concessionnaire et j’ai parlé avec l’agent qui m’a vendu la voiture qui s’appelle *******, j’ai lui raconter le problème et m’a dit qu’il ne peut rien faire et je devrais parler à la directrice.
  J’ai parlé à la directrice qui s’appelle ***** ******** je lui dis que je ne suis pas satisfait de la voiture parce que le produit ne répond pas à mes attentes surtout au niveau de la sécurité. Je lui demander d’annuler le contrat parce que je suis dans le délai de 30 jours mais elle a refusé complètement de négocier avec moi sa réponse été d’attendre que la voiture serait réparée et c’est tout.
  Le 16 Mai je suis allé a leur atelier mécanique et récupérer la voiture j'ai demander la dscripltion du problèmes et ce qu'ils ont changer, je me suis surpris que dans la description de la facture n’on pas mentionner correctement le problème qui a survenu et vous trouverez une pièce jointe de description de la part de l’atelier mécanique.
  
  Je reste disponible pour tout informations supplémentaires. Merci d’avance.
  Salutations.

  

  Business Response

  Date: 21/05/2024

  ****** *******,
  
  Thank you for providing information regarding your recent *** purchase and the BBB complaint. I am providing a reply in English with the French translation following. 
  
  Your *** is covered by the manufacturer’s warranty and the repair that was needed was completed at no charge to you, including the rental provided to minimize your disruption and provide continued travel and vehicle needs. 
  Our Service Advisor is **** and the one that would have been updating you on the progress of the RAM’s repair as well as the timely arrival of the parts needed. The issue you experienced with the *** required the qualified technicians to test, diagnose and repair which ***** and ******* are not able to do.
  
  Regarding the 30 day return policy, since your *** is financed through a bank your financial obligation lies with them. New Brunswick law does not provide a “cool off periods” for vehicle returns. Instead, consult your owners manual for information on CAMVAP – a process for addressing continuous and unfixable vehicle issues direct with the Manufacturer. 
  
  We regret the early issue but hope you'll enjoy your *** going forward.

   

  Merci de nous avoir fourni des informations concernant votre récent achat de *** et la plainte BBB. Je fournis une réponse en anglais avec la traduction française qui suit. 
  
  Votre *** est couvert par la garantie du fabricant et la réparation nécessaire a été effectuée sans frais pour vous, y compris la location fournie pour minimiser vos perturbations et répondre aux besoins continus en matière de voyage et de véhicule. 
  Notre conseiller au service est René et celui qui vous aurait tenu au courant de l’avancement de la réparation du *** ainsi que de l’arrivée en temps opportun des pièces nécessaires. Le problème que vous avez rencontré avec la *** a nécessité des techniciens qualifiés pour tester, diagnostiquer et réparer, ce que ***** et ******* ne sont pas en mesure de faire.
  
  En ce qui concerne la politique de retour de 30 jours, puisque votre *** est financée par une banque, votre obligation financière leur incombe. La loi du Nouveau-Brunswick ne prévoit pas de « période de réflexion » pour le retour des véhicules. Consultez plutôt votre manuel du propriétaire pour obtenir des renseignements sur le PAVAC – un processus permettant de régler les problèmes continus et irréparables des véhicules directement avec le fabricant. 
  
  Nous regrettons le premier problème, mais espérons que vous apprécierez votre *** à l’avenir.

   

  
  

  

  Business Response

  Date: 23/05/2024

  Mr ******* *******,
  
  I must assume you are referring to Article 27(1) of the FCSCNB act so I have attached a copy of the pre-delivery inspection that was done for your vehicle. It was completed by a qualified ********** technician at another dealership prior to it arriving here. The pre delivery inspection is completed on all new vehicles to make sure there are no issues or outstanding safety concerns prior to a vehicle being sold; should there be an issue it would be addressed at that time. The pre delivery inspection for ******** was completed October 3, 2023. (see attached). In regards to the act, the *** was delivered free of defects and provided with a manufacturer warranty as required. 
  
  In your BBB complaint the claim is you were “sold a car with defective brakes”, however, in the documentation you provided the repair needed was for a no start diagnosed as a dead battery. As you will see in ‘image 7’ & ‘image 8’ (provided by you) the repair discussed with **** is addressing a ‘no start’ caused by your dead battery. Those warning lights displayed in “images1 – 5’ are a result of a lack of power from the battery and not an issue with the brakes. Once the proper diagnosis was made, authorization was given for a rental to which **** contacted you, as outlined in ‘image 7’. There are certain times of year where rentals are difficult to get due to low supply and there are delays.
  
  Your *** is still covered with a comprehensive warranty, roadside assistance and powertrain warranty exceeding many other manufacturer’s warranties. As indicated in my first response there is no 30 days or cool off period and because the *** is financed you have a contract with a lender and not Moncton Chrysler. 
  
  It is our belief that like so many other *** owners you will be able to have a pleasant ownership experience going forward. The staff at Moncton Chrysler truly appreciate the business you have provided and regret everything was not perfect with your purchase. We would like to continue to work with you to improve upon your *** ownership experience going forward.

   

   

  Je dois supposer que vous faites référence à l’article 27(1) de la loi FCSCNB, j’ai donc joint une copie de l’inspection pré-livraison qui a été effectuée pour votre véhicule. Il a été complété par un technicien qualifié de ********** chez un autre concessionnaire avant d’arriver ici. L’inspection avant livraison est effectuée sur tous les véhicules neufs pour s’assurer qu’il n’y a pas de problèmes ou de problèmes de sécurité en suspens avant la vente d’un véhicule ; S’il y avait un problème, il serait réglé à ce moment-là. L’inspection pré-livraison de ******** a été achevée le 3 octobre 2023. (voir ci-joint). En ce qui concerne la loi, la *** a été livrée exempte de défauts et fournie avec une garantie du fabricant comme requis. 
  
  Dans votre plainte BBB, l’affirmation est que vous avez « vendu une voiture avec des freins défectueux », cependant, dans la documentation que vous avez fournie, la réparation nécessaire était pour un échec de démarrage diagnostiqué comme une batterie déchargée. Comme vous le verrez dans l’image 7 et l’image 8 (fournies par vous), la réparation discutée avec René résout un problème de démarrage causé par votre batterie déchargée. Ces voyants d’avertissement affichés dans les « images1 – 5 » sont le résultat d’un manque de puissance de la batterie et non d’un problème avec les freins. Une fois le diagnostic bien posé, l’autorisation a été donnée pour une location à laquelle René vous a contacté, comme indiqué dans l’image 7. Il y a certaines périodes de l’année où les locations sont difficiles à obtenir en raison de la faible offre et des retards.
  
  Votre *** est toujours couvert par une garantie complète, une assistance routière et une garantie sur le groupe motopropulseur dépassant de nombreuses autres garanties du fabricant. Comme je l’ai indiqué dans ma première réponse, il n’y a pas de période de réflexion de 30 jours et comme le *** est financé, vous avez un contrat avec un prêteur et non avec Moncton Chrysler. 
  
  Nous pensons que, comme tant d’autres propriétaires de RAM, vous pourrez vivre une expérience de propriété agréable à l’avenir. Le personnel de Moncton Chrysler apprécie vraiment les affaires que vous avez fournies et regrette que tout n’ait pas été parfait avec votre achat. Nous aimerions continuer à travailler avec vous pour améliorer votre expérience de propriétaire de *** à l’avenir.

  Customer Answer

  Date: 24/05/2024

  I am referring to the FCSCNB law Right of the buyer to refuse the product.

   Just to let you know that since yesterday I had another problem in the car. The 4x4 function functionality does not work.
  I went to your mechanical workshop and they saw the problem. appointment on June 3.
   It is discouraging to invest in a valuable vehicle and see one breakdown after another in just 3 weeks after purchase. 
  In this case I spoke with the bank today to cancel the loan as you mentioned in your previous message while waiting for their response.
  Greetings.
  
  Je fais référence de la loi FCSCNB Droit de l'acheteur de refuser le produit.
   Juste pour vous faire savoir que depuis hier j'ai eu un autre problème dans la voiture. la fonctionnalité de la fonction 4x4 ne fonctionne pas.
  J'ai passé a votre atelier mécanique et ils ont vus le problème 
  et rendez vous pour le 3 juin.
   Il est décourageant d'investir dans un véhicule de valeur et voir les panes l'un après l'autre dans seulement 3 semaines après l'achat. 
  Dans ce cas la j'ai parler avec la banque aujourd'hui pour annuler le prêt comme vous l'avez mentionner dans votre message précédant en attendant leur réponse. 
  Salutations.
  
  
  

  
  

• Initial Complaint

  Date:06/03/2024

  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.

  First payment November 22, 2023; financed 2014 ***** *** 1500 sport via online priced at $20,099 "as is". Truck was delivered by a courier on October 25, 2023. Courier gave me a moment to sign the paperwork and left with it. With all the additional fees to the truck, I am now billed with $29,242.05. A part of that fee was the ****** of $30. It was not included in the paperwork. I did not have the opportunity to inspect or test drive the truck before signing. I was not informed about the history or condition of the truck. I did not receive a copy of the paperwork until the following week. The truck was driven less than 10,000kms and now undrivable due to engine failure. I brought it to the auto shop and the technician said the engine needs to be replaced, quoted for $12,100. To replace it with labor costs. I thought I could sell it, but it's not even worth $4000 even if it was drivable. I recently paid out of pocket for ****** report on this vehicle and learned that this vehicle was previously in a collision over $8,400. This was not mentioned by the dealership or included in the paperwork. How is that I have to be open and honest about the vehicle if I want to sell it but a trusting auto dealership can withhold that information when selling me an overpriced unreliable vehicle?
  I have been scammed and now stuck with such an enormous amount of debt for this ********** deal. There is no warranty on this truck. The paperwork specifically includes only gaskets and seals repair coverage for $2,657. Expires April 25, 2024.

  

  Business Response

  Date: 11/03/2024

  Dear Ms ******* ******, 

  Our apologies that you are experiencing issues with your purchase and weren't able to resolve them. I have taken some time to review the file and information that it contains as well as the correspondance between Mr *****, **** ****** and yourself. As you mentioned the vehicle was advertised "AS IS" due to the high kilometers (173,711) and therefore priced much lower in accordance with those conditions; ie paint, rust, kms, windshield, wear and tear, etc. The inquiry for the truck was from our website with 23 detailed pictures of the truck available pre-purchase. As per our notes most of the conversation regarding the truck happened with **** ******, who was the initial inquiry but required someone to cosign. 

  To assist, I have attached the information which also contains your warranty coverage provided with the vehicle purchase. We recommend contacting the warranty provider to discuss. Where the purchase was back in October 2023 it would be advisable to use the warranty for the repair and resell where you no longer want the truck. 

   

• Initial Complaint

  Date:03/03/2024

  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.

  Recently acquired a 2023 Ram 1500 Classic from Moncton Chrysler, only to find it plagued by a persistent warning light indicating "service electronic brake system." This issue poses a significant safety concern, and in my opinion renders the truck unsafe for operation.
   
  Furthermore, this problem hampers the functionality of the 4x4 feature and disables traction control. It's disheartening to invest in a 4x4 vehicle and be unable to utilize its intended capabilities.
   
  Since acquiring the truck in mid-January, I have had this truck in my possession for approximately 10 days.  However, it has been in and out of the dealership's shop on 5-6 occasions, spanning weeks at a time. Despite their efforts, the root cause remains elusive, and the issue persists unresolved.
   
  Their troubleshooting has been limited to checking connections repetitively, without progressing to the necessary step of part replacement or considering alternative solutions. It's frustrating to witness this cycle of ineffective diagnostics, especially when it results in continued inconvenience and uncertainty for myself.
   
  Currently, the truck sits idle at the dealership with approximately 450 kilometers on the odometer, a portion of which were accrued during their diagnostic road tests. It's disappointing that they prioritize these tests over implementing tangible solutions, all while I continue to make payments for a vehicle I'm unable to utilize.
   
  Regrettably, there has been no acknowledgment or compensation for the significant inconvenience and frustration caused by this ordeal. Despite my insistence, the dealership has refused to offer an exchange for a comparable vehicle without these issues.
   
  This experience reflects poorly on Moncton Chrysler's service standards, and I strongly advise buyers to steer clear of this dealership.
   
  I have also escalated this matter to ******** Canada, who, disappointingly, have not intervened or provided a satisfactory resolution.

  

  Business Response

  Date: 04/03/2024

  Dear Mr *****,

  Most of the information related to your BBB complaint I provided in the Google review applies here. We are not unsympathetic to your concerns and are diligently working with ********** engineering to provide you with an approved repair. As per the attached workorder you can see Moncton ******** followed the instructions provided and are awaiting for further direction from the Manufacturer, if the issue can be reproduced. Your warranty coverage on the Ram is an agreement between the owner and the manufacturer and repair approvals of this nature do not get "approved" at a Dealership level. In order to have these repairs completed and paid under warranty the Dealer needs to follow the OEM instructions and use the approval process when completing the repairs. This ensures continued safety, effeciency of repairs and the OEM of a combined database of related issues that they can work from.

  In revieweing the details of this repair I have read the emails sent from the Service Dept on:

  Feb 27 @ 14:46 , Feb 28 @ 16:18,16:30, Mar 1 @ 14:37,16:39, 17:02, Mar 4 @ 7:35

  As in the emails you will see the notes on the workorder mention ********** TechLine have provided Moncton ******** with instructions to repair for Case#1*******4. All these repairs have been completed by a certified technician and these results passed along to you. In the repair notes ********** are looking for customer to drive the vehicle to reproduce a warning light to pull codes for further diagnostics. Reading through the email exchange I noticed rather than that you have asked the service team to keep the truck until it is fixed. We have done as requested and our technician has been trying to replicate the warning light without success. 

  To address your second request a "vehicle swap" is not something that can be done easily, however, we are willing to work with you to an ammicable resolution. As it sits now we are happy to continue to provide you with the loaner vehicle you are in, continue to work with TechLine @ the OEM until such time as the warning light can be deemed fixed. 

   

  Customer Answer

  Date: 04/03/2024

   I am rejecting this response because:
  

  I've recently purchased this new vehicle, and after being informed by a technician that neither Techline nor the dealership has encountered this issue or know the root cause, I'm left feeling concerned.

  Despite the vehicle being with you for the past two weeks, with the warning light appearing once during this period as per your tech, no repairs have been undertaken. It's important to note that mechanical/electronical issues don't resolve themselves magically.
  

  When purchasing a new vehicle, one expects it to be both safe and reliable. However, this recurring issue, especially since it's related to the brake system, raises significant safety concerns. I do not feel it is integral to request a customer to continue driving a vehicle under such circumstances, only to return it for what would soon be the sixth time in less than two months. This is not a satisfactory solution.
  

  I'm left questioning the purpose of bringing the vehicle back if no actual repairs are being made. Despite the vehicle spending numerous weeks at the dealership, it seems minor “repairs” have been attempted if you consider continuously checking the same connections every time, to be a repair.

  The warning light has persisted on multiple occasions when the truck was brought in, and I personally witnessed the technician scanning for codes in the service bay. Codes were indeed pulled, but yet here we are.
  

  While I understand that arranging a vehicle exchange might not be straightforward, I am willing to navigate the necessary paperwork with your guidance. As a professional familiar with corporate processes and contracts, I appreciate the complexities involved. However, given the safety concerns associated with my current vehicle, I believe an exchange is the appropriate course of action.
  

  Despite the vehicle being in your possession, I am fulfilling my end of the contract by continuing to make payments. I feel your end is not being met as I purchased an unsafe vehicle, that you have had a month and a half to repair, and have yet to do so. It is unethical to see this as fairly meeting our contractual agreement.
  

  I urge you to provide details on how we can proceed with an exchange. Difficulty should not serve as an excuse for inaction. Sometimes, as a business, one must undertake challenging tasks to ensure that customers are properly cared for, again as mentioned above, I am willing to navigate the necessary paperwork with your guidance. The vehicle exchange should be at no additional cost to me, If you have another truck that is comparable but priced more I would feel it is appropriate for you to absorb that cost for the troubles and length of time this has continued.
  

  As a dealership not as a corporation you are responsible to sell a vehicle which is in useable condition that is safe Canadian Consumer Protection Act, which this truck is not. If the vehicle is not meeting that criteria it is your responsibility to replace said vehicle. 

  
  

  

  Business Response

  Date: 05/03/2024

  Mr *****, 

  As a Dealer our obligation is to ensure we do what is best for our customers while operating within the guidelines set out in our Dealer Agreement with the Manufacturer. It is their warranty coverage / protection and they provide the training and instruction for warranty approved repairs to our technicians. I will state again, we are not authorized to start replacing items based on a customers request when it is a warranty claim.

  While we agree that having a truck that needs a repair at such an early stage is not the ownership experience you or Moncton ******** hoped for I assure you the truck can be fixed. Outside of having the truck fixed we would be happy to also make a claim, on your behalf, with the OEM for your request to exchange vehicles. However, there is a specific area in your manual that references what a clients is to do but as a Dealer we are not included in the process. Here is a link for your reference ***************************************************************

  If you do not wish to work with the OEM and would instead prefer us to continue to try and work to a solution, at least in the capactity we can as a Dealer, reach out to your salesperson. The next steps would be for you to select a similar truck and we will work to present you with the best possible conditions for an exchange. In reference to your comments on inconveniece, etc, we understand and will do the best we can to the best of our abilites.  

• Initial Complaint

  Date:10/11/2023

  Type:Customer Service 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 took my truck to Moncton Dodge Chrysler initially in February 2021 when it had a power drain. I was told it needed a new throttle body control, when that didn’t solve the problem I was told my truck needed a new electronic control module because mine was corroded, and they sent me a picture. I was told by my former mechanic that there was no way the photo was from my truck, a 2013 Ram 1500. I showed up unannounced with a tow truck, paid what I owed ($1500) and pulled my truck out. I got it home and the ECM in my truck was not only not corroded, MY ECM is brown and the photo they sent me showed one which was white and green. When I had the money, the ECM was replaced. The truck ran for a few months, then the power drain started again. I took the truck back and after speaking to many mechanics, was told the fuse panel was the common denominator in the issues I was having so I asked Moncton Dodge chrysler to replace ONLY the fuse panel. After misdiagnosing the issue and replacing the PCM (a $1200 part) they replaced the fuse panel and got the truck running. They told me it was fixed so I picked it up, paid another $1250, and Moncton Dodge did not charge me for the PCM they had installed in error. I drove the truck about 10km to work and it was running very rough, and the engine light came on. I called the dealership who told me it’s only likely bad gas. I filled the tank with premium gas and a can of seafoam gas stabilizer and drive the truck for a day with no improvement. I then took it to another mechanic for a diagnostic and he found that the right bank of cylinders was firing twice as often as the left bank which I was warned would burn up my catalytic converter so I took the truck back to Moncton dodge and told them the issue. They ‘fixed it’ but the engine light was still on, just an issue with an oxygen sensor that ‘wouldn’t affect anything’. I drove the truck, still not running right so left it there. It’s now been 3 MONTHS they’ve had my truck.

  

  Business Response

  Date: 15/11/2023

  As per our records there are 4 work orders for this file. 

  I have included a summary and if required can attach the RO's with redacted information for the protection of the privacy for Ms Thom.

  RO# 452417 Feb 9, 2021 - initial visit, no start, dead battery, recommended PCM

  RO# 455896 May 18, 2021 - follow up, another no start, codes point to PCM again, replaced PCM

  RO# 484876 Aug 11, 23 - no start, customer stated they wanted only the fuse panel replaced, self diagnosed

  RO# 486402 Sep 27, 23 - engine light on, needed spark plugs, injector and O2 sensor, replaced spark plug and injector

  There was a discount for the PCM the customer insisted they didn't need for $1,254.42 on RO 455896 as well as a discount for technical labour $1,447.94, totalling $2,702.36. All the diagnosis were in accordance with what the manufacturer recommended, the diagnostic trouble codes and the technician. The time between the PCM replacement (refunded) and the third RO is 2 years, 2 months. All things considered ($2,702.36 discounted previously) we would be willing to offer a discount on the installation of the O2 sensor and labout to install should Ms Thom choose to have the work done here. The vehicle has shown to have corrosion issues as noted on each repair order and over 200,000kms at the time of the repairs. The only history we have on this vehicle and the maintenance completed are the 4 workorders listed. 

  

  Business Response

  Date: 22/11/2023

  In an effort to close the RO and get paid for the work completed we have gone ahead and done the O2 sensor as suggested. It will be your choice if you are willing to pay for the parts and labour. The technicians final diagnosis went as such:

  "check cause of stored code for O2 sense - advise Ray (Service Manager) - customers other mechanic not in total agreement of this 236001 - scan for fault codes, got code P0133, Bank 1 sensor. Monitor data for O2 sensor. Sensor was staying low and not switching. Perform diag as per service info. Check wiring to O2 sensor, all was OK, O2 sensor needs to be replaced. Remove and replace bank 1 sensor and 1 O2 sensor. Clear diagnostic trouble code and adaptive memory. Perform road test and monitor O2 sensor. Sensor is now reading properly and engine is running smooth."

  There is an additional $147.28, O2 sensor + $227.13, Labour installed = $374.41 plus HST

  All the repairs have been completed to the truck as recommended by the Manufacturer by qualified technicians. The truck is running smoothly with the repairs completed. 

   

  Customer Answer

  Date: 23/11/2023

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20853418, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:11/08/2023

  Type:Customer Service 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 of Transaction: The initial transaction took place on April 11th, 2023, when ******** ******** brought her truck to Moncton ******** Service Department for inspection due to a coolant leak.
  
  Amount Paid to ********: ******** paid approximately $1683.38 plus applicable taxes and a $100.00 charge for shop supplies for the initial inspection and quoted repair on April 27th, 2023.
  
  Business Commitment: Moncton ******** committed to diagnosing and repairing the coolant leak, including replacing the cracked head gasket.
  
  Nature of Dispute: The dispute arises from the handling of the repairs by Moncton ********. After the initial inspection and repair, the truck experienced engine issues and overheating, which were not present before the repairs.
  
  Resolution Attempts: Moncton ******** attempted to address the issue through diagnostics but was unable to resolve the problems. They refused to replace the engine. Communication breakdowns and inconsistencies in explanations further escalated the dispute.
  
  Invoice Number: The initial invoice number is 480686, dated April 27th, 2023.
  
  In Detail: Please see the attached PDF for all details.

  

  Business Response

  Date: 16/08/2023

  On September 22, 2022 this vehicle was sold through an auction with an announcement and had 239,607kms. We cannot confirm what state the engine was in and what the status of that engine was or why it was sold at auction. 
  

  At 247,484kms the truck was brought in to our Dealership for a "check cause of coolant leak and overheating" RO 479992 attached. This is the first time that we diagnosed this vehicle. From that RO the conclusion was it needed a head gasket and engine damages were not an "if" but when scenario if it had been overheating. The mechanical failure of an overheating engine can be referenced several places by anyone with a computer. The client believed that based on a comperssion test done by the father (father in law) the engine should still be in good health despite the overheating. It was explained that a compression test provides a very limited look at the actual overall health of an engine and will only confirm pressure during the upstroke @ top dead centre. To complete a proper test of the cylinder and piston a leak down test would need to be done checking to see if the piston will lose that pressure.

  From the our tech as related to RO 480686:
  

  Your second piston gave the appearance of being steam cleaned meaning there has been a significant amount of coolant escaping. This leak allowed the piston with a stiff wrist pin to continue to operate and once full integrity was returned to that cylinder with the new head gasket the compression combined with a ceasing wrist pin caused the hard start / turn on the engine. When spark plugs are removed the engine will turn but when they are replaced it is a hard to turn / start. 

  On RO 480686 there is a complete step by step of the repairs completed by our shop in accordance with how the repairs should have been completed. The integrity of an engine, with no prior history, at 248,218kms could not be guaranteed. When Ms ******** bought the truck it would have been wise, at that time, to take advantage of some of the aftermarket warranties that were available to avoid the high costs of a full mechanical failure. There is nothing that Moncton ******** could have done to protect Ms ******** from further repairs at 248,000kms.

  

  Business Response

  Date: 21/08/2023

  Though we can appreciate your dismay with having to spend more money on your truck with 247,484kms it is not at the fault of Moncton ********. I have attached another RO 480686 for the head gasket leak repair and the sequence of repairs that were carried out in accordance with the OEM Service Library using their published tolerances.

  Although the person you found for you video provides some knowledge of what a head replacement would look like in this case you CANNOT plane the aluminum block of a Hemi engine. A backyard shop may try and make new gaskets to absorb the new tolerances but as a certified shop we would follow the guidelines and recommend replacement of the cylinder head and / or replace the block. The work that performed on RO 480686 was completed by a Stellantis certified level 3 technician (max level for engines) with over 10 years of experience working on these Ram products. 

  To provide a response for the video you included in your last reply I presented the video to a third party Stellantis level 3 certified technician, who is also working as an educator @ NBCC. They concure that the person in the video is telling you something that differs from the OEM Service Library guide and the job they are describing differs from the job performed on the RO 480686 and his recommendation would have cost you substantially more. The RO completed was just to repair the coolant leak as per RO 479992, as per the guidelines set out by the OEM, and nothing more intrusive. Any failure or fault of the engine likely due to excessive engine wear from operating with a coolant leak and not just overheating. For you reference I have included an article, as we discussed in person, the dangers of a coolant leak and the detrimental, and often catastrophic affects it will have on an engine. 

   I have also included a link to a Dodge forum where you can find the same information relating to the engine damage being done from a coolant leak prior to a repair being needed. BLOWN HEAD GASKET IN A 5.7 HEMI ENGINE: SYMPTOMS AND CAUSE -

  Lastly, as you would be aware any "reprinting" or modification of a RO would have "duplicate" added at the top in order for that RO to survive compliance audits and maintain general accepted accounting practices. There was NO modification to your RO after the fact as you indicate and the original is attached. There would be no reason for Moncton ******** to modify your RO as a coolant leak is just as detrimental as overheating with continuous operation. Nothing was completed in bad faith by Moncton ******** and the diagnosis and repair to your engine for a coolant leak, were performed as recommended by the OEM Service Library, by the highest trained tech available, level 3. I have taken the time to present your side of the story to three unrelated people, all experts as it relates to hemi engines and have received the same conclusion. In summary your engine failure is more likely to do with 248,000kms and not knowing the history of the truck prior to your purchase. We sympathize that you had an unexpected increase in your expected cost of ownership in trying to save by purchasing a high km truck at the auction. As a gesture of goodwill we could offer you an employee choice certificate towards the purchase of a new vehicle or offer special pricing on a used vehicle that we have Certified Pre-Owned. 

  Customer Answer

  Date: 23/08/2023

  I want to address the points you raised in your recent
  response. I appreciate your thorough explanation and the information you
  provided regarding the repairs performed on my truck. However, I still have
  some lingering questions and concerns that I hope you could shed light on.
  
  Firstly, with regard to the multiple Repair Order (RO)
  numbers (480686, 480686.1, and 480686.2) associated with various dates in May,
  could you kindly provide some context for this sequence of ROs? Gaining a
  comprehensive understanding of the timeline and any subsequent modifications
  made is essential for me. I have attached the screenshot you previously shared
  with me, which serves as a reference.
  
  Additionally, I've noticed a discrepancy between the initial
  RO and the information presented in your response. The mention of overheating
  in the original RO caught my attention, given that this issue wasn't apparent
  before I brought in the vehicle for the coolant leak repair. I'm interested in
  learning the origin of this overheating detail and the reasoning behind its
  inclusion in the initial report. It's worth mentioning that this aspect wasn't
  reiterated or discussed further unless it's a standard assumption that a
  coolant leak could potentially lead to engine overheating.
  
  One of the primary concerns I've been grappling with
  revolves around the conflicting guidance I received regarding driving my
  vehicle. When I initially discovered the coolant leak and contacted your
  service department, I inquired about the safety of driving the vehicle. Your
  team assured me that it was safe to continue driving until my diagnosis
  appointment. This advice was reiterated after the diagnosis, with the added
  instruction to maintain the coolant level.
  
  However, I now understand that there's a different
  perspective on this matter, suggesting that driving the vehicle with the coolant
  leak might have contributed to engine damage. This insight directly contradicts
  the information I was given by your certified Stellantis mechanics. I want to
  emphasize that the issue isn't about whether you told me I couldn't drive the
  vehicle, but rather that I was told I could without any indication of potential
  harm.
  
  Considering these circumstances, I recognize that a
  resolution needs to be reached. While I acknowledge the goodwill gesture you've
  extended, I find myself in a unique situation as the truck has been repaired
  with another engine that has significantly lower mileage and is now functioning
  perfectly. As a result, I don't require another vehicle.
  
  Given the miscommunication and conflicting advice I received concerning the safety of driving my truck with the coolant leak, I believe a just and fitting resolution would involve your consideration of reimbursing me for the expense incurred in replacing the head gasket. This reimbursement would acknowledge the potential engine damage resulting from my continued vehicle operation, based on the information provided by your team. Additionally, it takes into account that the head gasket replacement was carried out on an engine you've indicated was already non-functional. I want to emphasize that this proposal is not intended to assign blame, but rather an attempt to address the circumstances that have unfolded.
  
  Please let me know your thoughts on this proposal, and if it
  aligns with your perspective, we can move forward to resolve this matter.