Complaints

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• Initial Complaint

  Date:21/09/2022

  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.

  We bought a van July 8th same day we noticed AC wasn't working and one of the doors made a grinding noise. We txt Theo the guy that sold us the van and told him about the issues and told us that the rear AC (which is attached to the front AC as he says ) was just fully replaced. He said he would get back to us Monday. So July 11th he was looking in to see when the shop could fit us in. Never heard from Theo again, so on July 12th **** gave us Troy Bennett's number for the AC. On July 14th we sent **** a video of the door grinding. July 15th we took it to ***** to get the AC looked at they told us that the rear AC was never working and that Landry's only fixed the front AC and who ever fixed it did it wrong, they needed to order a part so we took the van back in the mean time till the part came in and we had also made an appointment for the door which was for July 21st. On July 19th my husband was driving in the van and noticed a burning smell he texted **** told him about the smell (which turned out to be a power steering leak) **** came and picked up the van and said he would take it to its appointments, he also said he wished he could give us a lender but since the van didn't have a license plate he couldn't give us one. July 19th was the last day we had that van all summer. July 25th part came in for the door, thought we were making progress. Aug 2nd a guy named Justin texted my husband saying ***** were still waiting for a hose. Texted **** for an Update on Aug 16th he never replied, Aug 23rd Justin texted us saying ***** ordered the wrong part and had to reorder the part. We decided to go pick up the van, door was NOT fixed and wasn't put back together. called Justine said if the van wasn't fixed but a certain date we were returning it and lo and behold they gave us a lender. Aug 31st we got our van back. Aug 5th we noticed the AC wasn't working, Van was making grinding sounds, we turned off AC and the van shuts off, turned van on then there’s smoke.

  Business Response

  Date: 22/09/2022

  We had taken a 2014 Dodge Grand Caravan with approximately 120,000 kms in on trade. At the time it was traded the customer trading it in stated he had the air conditioning condenser replaced. Once the clients deal was finalized we took the van to a local mechanic who let us know it did in fact look like it had a new air conditioning condenser. After that it went through a vigorous reconditioning process where it got 2 new rear shocks, all new spark plugs, Cabin air filter and air filter, Rear pads and rotors both left and right, new rear calipers, 4 new tires, oil and filter. The vehicle was brought back for detail and that same day the client had came in looking for a cheaper van under a certain price point. This Van fit what they were looking for. Our detailer stayed late so they could pick up the vehicle the next day. Through the process of detailing he had the rear doors open several times with no irregularities or noises. Where the van was older both purchaser and showroom representative were asked to review all features and take the van for a test drive before signing any documents to make sure everything was working. The paperwork was signed and away went the clients. 

  A day or so later we were contacted that the air conditioning had stopped working and that the door was making a noise witch are both very common issues in dodge grand caravan. We started arranging appointments with local shops that specialize in air conditioning and started ordering parts for the door repair. In the meantime a rental was requested but we were un able to provide one as company policy and insurance had changed recently to not cover rental vehicles. At this time the estimated repair time on the van was reasonable so we were hoping to get the vehicle back to them as fast as possible. The mechanic shop that was working on the A/C had the wrong part shipped into them witch then extended the process. Also where the rear A/C was not working (according to the shop that specializes in a/c, no van owners replace the rear a/c because it is such a common problem and expensive fix) We went ahead and requested the entire front and rear a/c system be repaired at the cost of approximately $3,500. 

  Unfortunelty through all of this the showroom representative they had been dealing with had a major medical issue arise and had to leave us. He was replaced and a new showroom representative took over their file to help communicate with the local shops/client. We were told by Chrysler that the doors were put back together and they were not. There had obviously been a miscommunication there and we conveyed that to the customer as well. we were under the impression it was back together.

  We had the door replaced and all A/C hoses replaced. The diagnoses was that the shop the original owner had taken it to had improperly installed the a/c hoses causing them to get a hole and leak fluid. When we realized the repair of the van was taking long due to back ordered parts for the rear a/c unit we gave the clients a 2020 loaner vehicle where they had already sold their other car and having one car for the extended period was challenging. We finally had the rear door repaired and the a/c working when we got the unit back to the client at the cost of approximately $5,500. and returned the vehicle to them. the first weekend they had the van back they contacted the new showroom representative that had been helping them and told us the van was smoking through the vents. 

  At this rate we realized that regardless of if this is repaired or not we will not be able to completely satisfy the client witch is what we aim to do so we purchased the van back for the full price of the financed payout witch we are not obligated to do and paid any bank fees associated with this. We realize this wasn't a pleasant experience for anybody involved. Unfortunelty we can only fix things through reconditioning if it is in fact broken and these features were working originally when going through the recondition process. We understand how frustrating it is when something happens to a new to you used vehicle witch is why we immediately offered to pay for the repairs when the issues were arising. When we realized the repair was taking much longer than anticipated we were able to offer a loaner and when we had the final issue arise with A/C compressors it was brought to the general manager and we purchased the vehicle back from the client within 48 hours.

   

  Business Response

  Date: 23/09/2022

  The day they had visited the van had returned from the shop an hour or so prior to their visit with a new 2 year MVI sticker. it had not been detailed at this point. Once they said they wanted the van we stayed late that evening to detail it and again the door made no noises when we were detailing it. Before they had sent us the video of the door we said we believed them and we would have it repaired witch we did. Its a very common issue with grand caravans so it was a believable issue, it was just bad timing that it didn't start happening while it was in our detail bays or we would have never delivered the car the following day and had it looked at or offered the newer option they had also looked at the day prior before choosing the 2014. A test drive was offered and as previously stated, it was known that the purchaser and show room representative were to go over the vehicle before signing of the documents. When the van first starting having issues the client acknowledged that they were supposed to go over the vehicle prior to signing and did not. Either way we still offered to take care of the repairs. When we thought that everything had been fixed we even re-detailed the unit and put some extra fuel in for them.

  We had given them a  2020 model year loaner vehicle at no expense to them, paid for the repairs, and after the final issue arose of a faulty a/c condenser we purchased the unit back witch we are not obligated to do, paying any early buyout fees associated. If we had heard a door making noise or noticed the a/c not working prior to delivery we would have never let the vehicle leave. At the time of delivery everything seemed fine and as stated before a brand new a/c condenser was installed 2 weeks before they had purchased the van, and a week before the previous owner had traded it in with us.  

  Customer Answer

  Date: 25/09/2022

   I am rejecting this response because: 

  He says the lender was free but when we first asked about getting our money back the gentleman my husband was speaking with said he'd have to look into it but brought up the fact we had a lender and that it would most likely be brought up. So was the lender free or did that just cost us $800.00 because there was no contract signed or any verbal agreement on that. The AC was fixed before we purchase the van, then again during the summer and now it will have to be fixed a third time. Why should we be out money for something you can't fix correctly. We returned that van because it was unsafe, it made grinding noises and died in the middle of the street at a red light while my children were in the vehicle. Thankfully the burning smell and smoke coming out of the hood happened in our driveway. I lost faith and trust in this business that day. When the van was brought back the gentleman couldn't tell us what the return policy was, he didn't know and that this was a unique situation. What exactly is the reason you are unable to give us back our money? We were never given one.