Complaints

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• Initial Complaint

  Date:09/23/2024

  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.

  Purchased a new 2023 Dodge Charger on 04/08/24. There was a paint chip on the drivers side passenger door, a defect on drivers side frame, & driver side passenger door handle prior to purchase. I was told by our sales person ****, they can send it to the body shop to have it fixed. After purchase, attempted to call team one dodge throughout April, no one would call me back, i took the car to the nearest dodge place close to me, they started the process where I received a quote from their body shop on 5/17. Oneonta's mgr then said let team one handle it. Tried getting in contact again with ********, no luck. Drove to ********* service department on 6/19, told to take the car to Team One Chevrolet body shop. Jace done a quote and sent it over to the Team One Dodge Manager. Between 6/19 and 7/10, waited and called to get an update, was told someone would call back due to the manager being on vacation and nothing. 7/11 I went up there to see what the problem was, **** said he was unaware of the quote. When the sales manager gets back from vacation he will get with him, told **** he should be back already according to the services department. We left again. 7/12, **** reached out to fix door handle, said I wanted everything to be done at one time, I have been waiting patiently. 7/28 took car to get fixed, they done door handle and paint. Picked car up on 7/30, they used a paint pen and spots were noticeable. **** said they chose not to do the body work as it would effect the value, without asking me. Told them I want it done the correct way as we discussed. Was told would be 2 wks before it could be fixed. Called in August spoke with *****, said she will get with someone, nothing, sent **** a message on 8/22, no response, spoke with ***** again 8/30. Dropped car off on 9/3, picked up car 9/6. On 9/9 noticed paint is rough, chipped, & flat. Took car back 9/11, told by ***, sales mgr "I'm not touching this car again. i didn't do the work so how it turns out is not on me"

  

  Business Response

  Date: 10/07/2024

  Customer took delivery of the vehicle with no complaints of any of this (04/05). Later that evening, our salesman ****, saw **** at First Friday Car Show. She mentioned then that her passenger door handle was not opening properly, and that there was a scratch on the vehicle. He stated to her then, to bring it in so we could look at it. They brought it to us to look at approximately two weeks later and there was more damage than stated the night of. At that point our GSM ******** *********, and Sales Person ****, stated with B5 blue being a very difficult color to match that they would not recommend try to sand and attempt to blend it. That color is very difficult to get exact and that they recommend us trying to touch it up first to see how it looked. We did that and she was not happy with the outcome and then stated there was another dent (some months later) and wanted us to fix that damage as well. We once again stated that we would not recommend having us get the damage painted. They wanted it done so we went ahead and had it done. **** had the customer do a full inspection of the vehicle at the time of pick up. They stated they were happy and took the vehicle. It was some days in the future they then all of a sudden were not happy with the paint work. *** stated we did not do the repair but that is why we always go over the work with the customer and they stated they were happy. I agree with the customer that there has been some management changes and communication issues (service told her to go to ***** to get it quoted, but they miss-understood the situation) and breakdown of communication on our part. I have addressed the communication issues with the team. However, we repaired the issue even though no one could state they had the damage on the vehicle at delivery. We did all we could to suggest the best outcome and make sure at each step that the customer was or was not happy. 

  Customer Answer

  Date: 10/15/2024

   
  Complaint: 22324280
  
  I am rejecting this response because: I did not speak to **** the salesman at First Friday Car Show, my father spoke with him regarding the door handle that kept catching. The paint was previously discussed prior to purchase, as I was told by **** it would not be a problem just to bring the car back to be addressed. **** did mention to go ahead to give him good reviews for the survey sent via email and not to put anything about the paint. The other damage the business is referring to was a paint defect in the frame. As stated before I tried to call to see if I needed to make an appointment or what needs to be done before driving up there multiple times with no luck of anyone returning my calls. That is why it was approximately 2 weeks later. It was never mentioned to me or anyone dealing with the car that the color would be a hard match and I never told anyone to do a paint touch up. The entire time I was under the impression that it would be fixed by sanding and blending, since I was told to get an estimate from their body shop. At pickup after they done the touch up, **** informed my daughter and her fianc that they decided to do the touch up because doing the body work would decrease the value of the car and they did not wont that. My daughter called me and I spoke with **** on the phone and told him that is not what we talked about, we werent worried about the value of the car decreasing, the body work is what we thought was happening when we dropped the car off, and that I would not have purchased it if I knew it would be this big of an issue. **** then explained it would be 2 weeks before they could get us into the body shop, he would not have sold it if he had known it would be like this. Still no mention of the paint being hard to match/blend and it being a bad choice. At this time there was no mention of any dent or damage at the time of pickup as the author stated. We waited again after calling multiple times without an update until we were able to get someone on the phone.  Fast forward to the car being picked up from the body work being done, **** showed my daughter the 2 spots that they worked on and the 2 spots were good, there was some black and white residue on the car that while there my daughter was able to pick some of it off and said shell wash the rest off.  After leaving with the car, we started to clean the car to get the remaining residue off, when we noticed some of it was not coming off. It was imbedded under the respray and some of the white residue was unpainted area that was missed when putting the color back (near the bottom of the driver side door missing paint). After having time off my daughter took the car back after speaking to **** over the phone. In the mist of her explaining the problem and asking who done the work, (she told **** then about the dent, if she needed to speak with the body shop about the paint and dent), **** stated the paint was done by ******. My daughter asked at the ***********, and **** said no it was done at another place. My daughter said she had no problem discussing the issues with the paint place as it could have been a mistake. **** then said he needed to get his sales manager ***. My daughter explained to me she was only able to mention the respray issue to *** as he came out and said he is not addressing the dent, (assuming **** informed him what the problem was since he knew about the dent) and she did not get to mention the exposed/unpainted area. He told her we waited over 3 months to get this issue fixed and he thought he was done dealing with this car. My daughter explained all the times we were calling and bringing the car and he said well no one communicated that to him so he was in the dark just like us. Also he did not do the body work and has no say over how it turns out. My daughter explained she has had work done before and the work was done great with no rough spots and that team one chose to use who they wanted to do the work so thats them backing up that businesses work. She stated that if we chose the people to do the work then that would be on us. *** went on to tell her that we were told that it would be difficult to match and blend, as thats what he told **** (they did not mention that to us once again). My daughter told him well why is so smooth in the area that they were supposed to fix but where they werent supposed to even touch the car there is a problem. *** said that happens when doing body work. My daughter stated thats not true as she has had work done before with no problem once agin.  *** said he can get the body shop to fix the rough spot.  My daughter said okay she got his number and then *** said Im not paying for the paint to be fixed if it comes off while being buffed. My daughter told him you know the paint will come off if you buff it. My daughter said she is not doing that. *** then said he will give my daughter $100 to take the car to our body shop guy since he is so good. My daughter said you know to get this fixed will be more than that. *** said I guess were done here. My daughter told me she left and thats when she called me to talk to ***. I called *** right away to discuss the issues and before we got to the issues he informed me he knew this would happen and he recorded my daughter and he would send me the recording, that was it and he hung up. I sent him a text message asking for the recording, he did not respond back. I asked my daughter if *** or **** mentioned they were recording you and she said no, *** came out she introduced herself, reached out to shake his hand and said nice to meet you and no one mentioned recording. Now here we are trying to address this. All together paint should not be chipping that quickly after being applied and sealed properly. 

  
  Sincerely,
  
  **** *****