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:03/18/2025

  Type:Product 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.

  Neglegent service repair led to additional expenses incurred. Please see letter.

  

  Business Response

  Date: 03/20/2025

  Thank you for sending in your correspondence, your satisfaction is very important to us.  Please give us a few days to review this documentation and we will follow up with you.  Thank you. 

  

  Business Response

  Date: 04/02/2025

  Good afternoon, we have included a summary and timeline regarding the repairs on Mr. ******'s vehicle at our Milford CDJR facility.  
  In summary, Mr. ****** has experienced significant difficulty with his 2021 Ram 2500 since he purchased it from the Truck Store in 2023. Despite our efforts to get assistance from his selling dealer, extended warranty company, and insurance company, the only support Mr. ****** received was from Stellantis and i.g. Burton.  As a further gesture of goodwill towards Mr. ******, we would like to extend a $2,000 credit toward future maintenance or service needs at our i.g. Burton CDJR of Milford.  

   

  Customer Answer

  Date: 04/04/2025

  Better Business Bureau:

  
  
  
  

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  I will respond next week.  Thank you for your patience.

   **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.

  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 23084422

  
   
  

  
  
  

   

  
  

   

  

  Business Response

  Date: 04/15/2025

  
  We
  have thoroughly reviewed the details you provided and the documentation related
  to your case. While we understand your frustration and the challenges you
  faced, we must respectfully disagree.
  Firstly,
  the issue with the truck's shaking was indeed addressed multiple times, and our
  team made every effort to diagnose and repair the problem based on the
  information available at each stage. The initial diagnosis of a transmission
  failure was made in good faith, and subsequent evaluations were conducted to
  ensure the accuracy of our findings. We have proof that the transmission was
  faulty, with metal in the pan, and your extended warranty company sent an
  adjuster to verify this. The second time the vehicle came in, we found shavings
  in the fuel, and it was shaking, which led to a $1600 estimate fee that you
  approved. We had a case on this as well. The third time the vehicle would not
  move, we replaced the transmission under parts warranty. In December, it came
  in with a knocking noise and the check engine light was on. At that time, we
  requested assistance from Stellantis, and you accepted the terms. The final
  repair involving the camshaft and lifters was performed based on the second
  opinion you sought, which we agreed with and executed promptly.
  The
  delays you mentioned were not due to prioritizing other jobs but rather the
  complexity of diagnosing and repairing the issue accurately.
  We
  appreciate your acknowledgment of the $2000 service credit offered. However, we
  must clarify that Stellantis' agreement to cover 60% of the repair costs was
  based on their assessment of the situation, and our dealership acted in
  accordance with their guidelines.
  We
  believe the service credit offered is a reasonable resolution to the matter. We
  are committed to providing quality service and support to our customers, and we
  hope you can understand our position.