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:06/20/2024

  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.

   
  Complaint: 21879040
  
  I am rejecting this response because: I am literally sitting in an office at Truist and they are stating the payment went through for $3,005.00. I provided the dealership transaction details and they are unwilling to call their processor and told me I have to. I have a voicemail to verify this. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 06/21/2024

  **************** (the customer) purchased a vehicle from our dealership on Monday, June 17, 2024. We attempted to process his down payment on his debit card in the amount of $4000.00. Upon attempting the transaction, our credit card processor notified us that the customer had a daily limit of $3005.00 per day. At this point, we voided all transactions that were associated with his debit card. **************** then presented his credit card for the down payment and the full amount was processed.

  
  **************** reached out to our dealership on Wednesday, June 19, 2024, stating that his financial institution (Truist) was showing that the original $3005.00 was debited from his bank account. Upon hearing this, we contacted our credit card processor to find out the situation. We were told that the transaction never in fact went through and our dealership never received any portion of the $3005.00. What the customer sees from his bank is a pre-authorization only. Our dealership never received any portion of the original $3005.00 transaction and was told by the credit card processor that Mr. ******* financial institution is the one that is holding the pre-authorized funds. Upon hearing this, we did some investing to find out that it is customary for Truist to hold a pre-authorized funds for up to (10) business days.
  This is a matter between **************** and his financial institution.Our dealership DID NOT receive payment from him twice. With that being the case, we cannot refund what we never received. We encouraged the customer to contact HIS financial institution to find out when they would lift the pre-authorization on the held funds.

  
  Again, this is a matter between the customer and his financial institution. This matter is not between the customer and our credit card processor as there is nothing they can do about Truists policies. We apologize for the inconvenience, but again this matter is between **************** and Truist at this point.

  
  

  

  Business Response

  Date: 07/02/2024

  Per our earlier response, ******************** bank released the hold on his funds of $3005.00 just as we had told him. The owner and General Manager of CDJR of Albertville followed up and stayed in contact with **************** throughout the entire process. On Thursday, June 27th, ******************** salesperson contacted him to make sure that the funds were indeed released.

• Initial Complaint

  Date:02/07/2024

  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.

   
  Complaint: 21259732
  
  I am rejecting this response because:

  tHIS VEHICAL HAS BEEN TRANSFERED TO *****************************, SHE HAS TRIED TO GET THE RECALL SERVICED AND THEY MADE HER AN APPOINTMENT, THEN THE *** THEY WAS TO WORK ON THIS VEHICAL THEY CALLED HER AND TOLD HER THEY WILL NOT SERVICE IT. SO THEREFORE IT WAS NOT ME THAT THEY ARE REFUSING SERVCE TO.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/26/2024

  2-26-2024 BBB received a verbal reply to your complaint. The manager told BBB they will not service your vehicle based on the way you spoke to their employee. Attached please find a copy of the call you made to CDJR. 

  Customer Answer

  Date: 02/27/2024

  Yesterday the Service advisor ******************* and the Service manager attacked me online after I posted my review of the dealership they started slandering me and posted a mug shot of me when I was arrested for DUI for my prescription medications, this dealership slandering people that give them a bad review.

  ******* and deformation of character is illegal.

• Initial Complaint

  Date:09/14/2023

  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.

   
  Complaint: 20601420
  
  I am rejecting this response because:  I have spoke with mechanics and they stated that since the recall work involved components in the transmission and there were no sings or symptoms of the transmission being bad before or immediately after the recall and the fact that is had no issues when it was parked after driving home form work then it was not working upon trying to drive it the next day.  I believe that it was either a bad electrical component that was replaced and caused the issue or there was damage during the install to the components during the installation.  

  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 09/15/2023

  ****************** vehicle was brought in for recalls with ******* miles on 06/14/23. The vehicle was towed in on 08/14/23 with ******* miles. **** it arrived recall parts and repairs were checked for defected parts or repairs for the recall  that was performed by our service department, none or nothing was found.

  Our service manager then contacted RAM to try to get help for ************** under good faith!  *** agreed to pay half of repairs for *** ***** with him providing service records noting with ******* miles, which was more than fair. ************** has not provided any service records to CDJR OF ALBERTVILLE at this time.  Upon researching for ************** for service records CARFAX showed ************** purchased vehicle on 05/20/23 with ******* miles just 3 weeks and 686 miles before recall was performed.

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20601420
  
  I am rejecting this response because:  I have spoke with mechanics and they stated that since the recall work involved components in the transmission and there were no sings or symptoms of the transmission being bad before or immediately after the recall and the fact that is had no issues when it was parked after driving home form work then it was not working upon trying to drive it the next day.  I believe that it was either a bad electrical component that was replaced and caused the issue or there was damage during the install to the components during the installation.  

  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 10/02/2023

  10-2-2023  Mr. ************************** GM for CDJR called BBB to say, they performed the recall and nothing more. It would be best if the consumer accepted the manufacturers offer of paying half for the new transmission.  via phone call with ************/BBB

  BBB note: **************, I'm sorry you are having this issue with your vehicle. ****************** pointed out to me that you only purchased the vehicle some 600 miles prior to the recall. You know best but could have there been transmission trouble (unnoticed) when you purchased the truck? Some problems can be hidden with thick oil or fluids. Anyways, I agree with ******************, paying half of the new transmission is a good offer. You could always contact the manufacturer and push them for the full cost.