Complaints

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• Initial Complaint

  Date:22/05/2024

  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.

  I have become aware of a troubling situation involving Jim Sampson ********** in Sydney that raises concerns about potential negligence and predatory behavior.
  
  An elderly acquaintance of mine, aged 71, purchased a new vehicle from this dealership and opted for an extended warranty. Unfortunately, at just 60,000 kilometers, a cooling problem surfaced, prompting multiple repair attempts over the following seven years. Despite these efforts, the issue persisted.
  
  Upon reaching 200,000 kilometers, and after the warranty had expired, the dealership charged $2000 for another repair. Regrettably, the problem remained unresolved, echoing the initial issue encountered at 60,000 kilometers.
  
  This pattern of events suggests a troubling lack of accountability and customer care on the part of the dealership. Currently, an investigation is underway, and legal action is being pursued to address this matter appropriately.

  

  Business Response

  Date: 15/07/2024

  The vehicle
  in question came to our shop several times for a heating issue. The customer has
  never paid for replacement of the Heater core. 
  This repair was always covered by the ********** Parts warranty or the
  extended warranty. On the last visit the vehicle arrived the dealership found a
  coolant leak. The customer was given a quote for repair, and she decided to
  order the parts for repair. The dealership also stripped down the entire
  coolant system at the customer’s request, and found the coolant hoses
  contaminated with outside material. The dealership paid for the diagnosis of
  this problem. This was never an issue that could be covered by the extended
  warranty or the ********** limited warranty as it is clearly outside influence.
  The customer asked to order the coolant hoses and was given a quote for
  replacement. The customer then came in to pick up a brand-new loaner vehicle,
  as she had authorized the repairs, as the parts would take a couple of weeks to
  come in and the repairs to be performed. She was not charged for the loaner
  vehicle. The customer then disputed the charges when picking up the vehicle. The
  customer then proceeded with a complaint to ********** Customer Care. After
  they reviewed the information, it was dismissed. No further action taken. 

  Customer Answer

  Date: 16/08/2024

   I am rejecting this response because:
  
  
  

  I've reviewed all of the service records on this matter.  This problem was noted and known at 60,000km.  The system was flushed twice and the heater core swapped several times.  If the assertion that the heater core was the culprit, then why after another 140,000km, the issue still exists?

  
  

  We spoke with the service manager on speaker phone after receiving the vehicle back.  The problem was not fixed and ***** said he would get back to ****** and take care of the issue.  I was only after ***** had learned that the $2000 fix did nothing that they ceased communication with Yvonne.  The discussion of possible legal action occurred before Jim Sampson ceased communications.  ***** knew the problem was NOT fixed and I feel ****** had suffered with a factory issue which was missed by Jim Sampson and blamed on a senior that took her vehicle to Jim sampson for absolutely everything.

  
  

  It is our assertion that the problem existed from the factory with many other dangerous service defects over the years.  There is precedence of heating problems with ********** models that explain this issue very well.  I see no evidence of customer induced issues that match this scenario.  If this scenario is noted, ***** has not provided it.

  
  

  ****** paid $3000 for a top level warranty on a new vehicle, suffered with it unfixed for seven years and then paid another $2000 at 200,001km that did nothing.  They agreed to look at it but realized their 7 year old error and dropped all communication to avoid their accountability on their disastrous performance.

  
  

  This is what the records clearly show.