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:10/04/2024

  Type:Billing 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 went there and told the guy i just needed my locknuts took off my truck and i didnt have much money..they wouldnt tell me how much it would be they didnt tell me other things that was important..until i sighed..then after i signed and they did the work only then they told me it would be 166 I didnt have that kind of money on me they told me I couldnt leave with my truck until i paid..i told them to put my lock nuts back on im not paying that they said yes you are or the truck is staying with us..they said more things that made me look like a broke *** i told them if they would have properly informed me I would have waited thats to much ..luckily my wife was with me and gave me the money she was saving for my kids Dentist appointment..but you can see on the paper i sighed it was ** *****

  

  Business Response

  Date: 11/05/2024

  11-5-2024      The Customer requested that we remove and replace his locking lug nuts. He signed the repair order stating that he wanted the work done. After the work was completed, he said that he changed his mind and only wanted the old lug nuts removed and not replaced. He actually asked us to let him drive out of or lot with each wheel missing a lug nut!! Obviously, we cannot knowingly put anyone in a vehicle that is unsafe for them to drive. This was his first visit to our award-winning service department and quite possibly was looking to catch us doing something wrong. After complaining about the price and repeatedly telling us that he didn't have enough money to pay the bill, he was informed that the truck was not leaving this lot without the proper number of lug nuts and was also not leaving until the bill was paid in full. At which time he pulled out the correct amount of cash and paid the bill. 

       Hopefully he will continue to have his truck serviced here as we are the highest rated ********************** in **************  If he doesn't, we understand. We wish him well either way.

  
  

  Sincerely

  ***** *******

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 22379749
  
  I am rejecting this response because the paper i sign did not have the price of the service and they would not give me a set price untill i sign and the work was done i didnt have that kind of money on me and would never agreed to have the work done ..i would have told them i will come back with the money thank goodness my wife had the kids Denist money on her ..because they told me they would keep my truckif i didnt pay the suprise price..i want a refund for situation i was forced into
  Sincerely,
  
  **** ************

  Customer Answer

  Date: 11/10/2024

  The paper they had me to sign did not have the price for service this is my proof they didnt tell me how much it was going to be untill they done the workand knowing i  sign a paper they lie and said i aggreed to that amount..no they tricked me and i want a refund

  Customer Answer

  Date: 11/10/2024

  The paper they had me to sign did not have the price for service this is my proof they didnt tell me how much it was going to be untill they done the workand knowing i  sign a paper they lie and said i aggreed to that amount..no they tricked me and i want a refund

  

  Business Response

  Date: 11/14/2024

  The customer came in requesting the service be performed, he did not ask for us to diagnose anything, which would have resulted in an estimate being given and then the customer could have either apporoved the estimate or declined, at that time he would have been responsilble for a diagnostic charge of ****** if he declined any repairs. I can understand his concern over the price for the service, the ***** labor charged was for .4 labor, thats 6 minutes per wheel to remove a wheel lock that the customer had no key for and it required tools that cost the dealership in excess of $100.00 . The lugnuts that were installed on his vehicle were exact factory replacement and are a much larger diameter lug nut than the customer could have purchased at a local parts house. The factory wheels require these lug nuts to secure the wheels. We did take the stance that would would not deliver the vehicle back to the customer with only 4 lug nuts per wheel for safety reasons. The dealership does not set the prices for these lugnuts. We always will strive to give the best service possible to our customers, as a good will gesture our dealership will offer the customer (1) FREE Oil and filter change on his vehicle (***** value) . This information will be entered into his permanent file. The customer will be required to see Service Mgr. ***** ***** to receive this offer. This is the final response to this complaint, our dealership will offer no further consideration or response.

  Respectfully, 

  ***** Smith 

  Service & Parts Director 

  Customer Answer

  Date: 11/15/2024

  I accept the free oil change

  Customer Answer

  Date: 11/19/2024

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

• Initial Complaint

  Date:04/20/2023

  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.

  On 2-22-23 I took my 2008 Dodge truck for an oil leak. They did diagnostic and called with results and an estimate for repair of approximately $650 to replace valve cover gaskets. At that time I approved the repair. It was completed on 2-23-23 and I picked it up. The invoice number is CHCS227623. Total amount was $690.18. On 3-6-23 I called the service advisor and told him that the truck was still leaking oil and he told me to bring it back on Friday 3-10-23 at 9am. I took it in and the service advisor informed me that it would be Tuesday or Wednesday before they could even look at it so I did not leave my truck. I then called the service manager on 3-20-23 and took it back on 3-21-23 to recheck it for the oil leak. Invoice # is CHCS228307 and they called and said oil was cleaned off from previous repairs because the exhaust cover was ***********. Picked up on 3-22-23 no charge. The truck was still leaking oil the same day I brought it home. I called the service manager back 3-27-23 and was told to bring it in and they would get it resolved. Took it in 3-29-23 Invoice # CHCS228535. I was told by the service advisor that they would have to do further diagnostic to engine and pull exhaust manifold for a new labor charge of $230 at which time I declined. I picked up my truck on 3-30-23. I have made multiple phone calls to service manager to request a refund and never received a call back.

  

  Business Response

  Date: 04/20/2023

  I have been out of dealership for 3 days this week just returning today. I will research this issue and contact the customer as soon as possible. I will update the case after that 

   

  *********************;

  Service & Parts Director 

  Cullman CDJR

  Customer Answer

  Date: 04/22/2023

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

  

  Business Response

  Date: 04/24/2023

  4/24/2023 

   

  I have contacted **********************, apologized for delay in contacting him. I stated our company stands behind our work and our staff, We replaced the valve cover gaskets on his truck, he was charged average price for this repair. All oil leaks have to start with the highest point 1st. I stated that if the valve cover gaskets were still leaking we would repair them at no charge, I also offered that if the leaks were coming from anywhere else we would credit the total amount of the labor he was charged to replace the valve cover gaskets towards any further repairs that would be required to correct the oil leak, basically he would be out the cost of the parts themselves. ********************** agreed that was a fair offer but in his mind our staff didn't know what they were doing and stated that he would not bring the vehicle back to have us make any further repairs, I offered to have another tech look and work on his vehicle, he declined. I feel our dealership has tried to resolve this issue to the best of our ability. The customer has chosen not to allow us to assist him further, that is out of our control. Our dealership considers this matter resloved to the best of our ability and closed. 

   

  *********************;

  Service & Parts Director 

  Cullman CDJR 

   

   

  Customer Answer

  Date: 04/26/2023

   
  Complaint: 19961400
  
  I am rejecting this response because: I did not agree with the offer that the operations director stated. It's unacceptable that I have been to the dealership multiple times for the same problem that was never repaired to start with. The suggested repairs that they are referring to are more diagnostic testing to find out where the oil leak is coming from. This was why I brought my truck in and was supposed to have been done and repaired. The day I brought my truck home from the supposed repair was exactly as it was when I first took it in. The leak was identical and not corrected on all the repairs that I paid for.  I have given the dealership plenty of opportunities to resolve the issue and they do not seem to capable of doing the repairs that are needed to correct my oil leak. I do not feel comfortable taking my truck to continue to search for an oil leak that they should have repaired on the first visit.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 04/26/2023

  Our dealership has already stated what we offered to the customer and we are standing by that original offer. 

   

  *********************;

  Service & Parts Director 

  Cullman CDJR 

  Customer Answer

  Date: 04/27/2023

   
  Complaint: 19961400
  
  I am rejecting this response because:As stated before I will not continue to use the dealership for any repairs as I feel I am being held hostage to their terms. Their terms are to continue to replace gaskets one at a time until they guess which one is really leaking at my expense. After several attempts this should have been addressed the first time. The only resolution to this is a full refund and that is all I will accept. If the operations director cannot resolve this I will go to the next level if necessary.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/08/2022

  Type:Service or Repair 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 purchased a Dodge Ram **** ProMaster Van from them a Year and a Half ago, there in Cullman ******* after my Wife Joy passed away here in ********** where we lived...so I bought the Van and decided to travel in it across ******* which I did and had virtually no problems with it during the ****** plus Miles I drove, but when I returned to ******* recently I had my FIRST real Warranty Related problems with the Van, my 2020 Dodge ProMaster Van and now its not driveable as of last Thursday Afternoon when the Transmission got stuck in First Gear and I couldnt go more than 20 miles per hour...So I had USAA Tow it from ********** to Cullman, approximately 50 miles and was assured by the Service Representative there it would be examined and Diagnosed at **** the next morning when they came into work, then they were supposed to call me that day with an estimate of how long it would take to repair it...also I purchased an additional Warranty along with the Basic Warranty at the time of purchase Called Master Tech the Ultimate Option which said it Covered ANYTHING that could go wrong with the Vehicle within ******* miles or up to March of ****! Now, that additional fee of approximately $40 per month (or more) I have been paying along with my Car Payment and HAVE NOT MISSED ONE PAYMENT nor Have been late with my Car payments! They know this and the Representative there (*****) told me the transmission is Covered Completely AND the Warranty says it would pay for a Rental Car up to 8 Days and $35 per day reimbursement but so far NO HELP from ANYONE there or at Dodge Headquarters in *******...I live in that Van but now I AM HOMELESS and am having to pay $60 per day for a COMPACT CAR Rental from Enterprise Rental Cars here in ********** but it has to be returned tomorrow by 12 Noon..Ive made TWO CALLS to ******* and 5 Calls to Cullman Chrysler Dodge but NO HELP to date, almost OUT OF FUNDS now! Please Help Me! Im a Retired Air Force Pilot (Combat Vet)************ Thanks!