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:05/10/2025

  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.

  I had just bought a 2018 dodge ram 2500 on April 21st 2025 turns out the truck has bad head gaskets the dealership will not fix it they are trying to charge 2500 dollars for a head gasket kit when a dodge dealership told me the parts are only a thousand dollars they offered to pay half the cost of the job which the quoted a total of 5,000 dollars but are trying to screw me in prices and not fix their screw up

  Business Response

  Date: 05/12/2025

  Mr. ***** purchased a 2018 Ram 2500 on 4/21/25 with 129284 miles.  He had a concern that the vehicle was overheating when pulling a trailer and brought it in our service department on 5/8/25 with 131680 miles.  It was determined there was a bad cylinder head gasket that would need to be replaced.  When purchasing the vehicle Mr. ***** also purchased an extended service contract.  The service contract company was contacted but denied the claim.  We offered to cover half of the repairs, the customer declined.

• Initial Complaint

  Date:09/11/2023

  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.

  Dealer performed repair on 8/18/22. Total charge 964.60. Intermittent electrical problem arises when car washed at commercial wash which we seldom use. Repair order states "test drove cust complaint occurred on test drive". This was after the repair was completed. Problem reoccurred on 7/18/23. Returned to dealer total charge 1224.47. Dealer and I negotiated repair cost to 612.23. One week later exact same problem reoccurred again. Returned to dealer. They said they cannot repair vehicle and offered to cut the original repair cost of 964.60 on half which I did not agree to. This would still leave a total of 1094.53 out of pocket. As it sits now I am 1576.83 out of pocket. Vehicle is unsafe to drive as the problem includes: no speedometer, turn signals, tire pressure warning system, tachometer, fuel gauge, engine temp gauge, air conditioner, all warning lights are displayed at once.

  Business Response

  Date: 09/13/2023

  On 8/18/22 Mr. ***** brought in his 2015 Chevy Equinox for service for multiple warning lights on
  the dash of his vehicle.  The problem only arises after washing the
  vehicle at a high pressure commercial car wash.  The customers complaint
  occurred on the test drive, but once back in the shop all lights were off and
  everything was normal.  GM technical assistance center was called and a
  case created.  When in the shop a failure code for the on-star module was
  found.  At that time the customer was advised this could be the issue, but
  without a hard failure in the shop there is no way to be sure.  The
  customer authorized the repair and paid $964.60. 
  On 9/13/22 Mr. ***** brought his vehicle back in for the same complaint.  It was test drove 3
  different times, each time no failure occurred.  There was no charge for
  the visit. 
  On 7/18/23 Mr. ***** brought his vehicle back in for the same electrical issue.  After driving
  the failure did occur while in the shop and was determined there was a low
  speed circuit short.  GM technical assistance center was called again and
  another case created.  There are multiple wires, connectors, and modules
  that could cause the short.  Without spending hours testing every wire,
  connector and module the technician and GM tech assist agreed the liftgate
  module needed to be replaced.  Mr. ***** paid $612.23 of the $1,224.47
  bill.  The issues did happen again a few weeks after the repair, as with
  any electrical issue all connections, modules and wiring may need to be
  tested.  This takes time but the customer did not want to proceed.

  Customer Answer

  Date: 09/14/2023

   I am rejecting this response because: The Dealers response does not state that a refund is due. Their response stated this could be the issue when I was told this was the issue before I authorized the repair on both of the repair orders. The response stated I did not want to proceed when in fact it was the Dealer who told me they cannot fix the problem and no additional service was even offered. The Dealer handed me my keys and said sorry, but our mechanic is unable to find the problem. The authorization for service is based on the actual repair being successful and complete in solving the problem which was not performed on either occasion. Bear in mind I am not an ASE trained mechanic and therefore I am not able to discern what the problem actually is, and I rely on the Dealer to do the repairs that result in the repair being made, not to just install parts in the hope that it will be correct. I do not agree with being charged 1576.83 for a service that proves to be ineffective. This cost needs to be absorbed by the Dealer as it is their responsibility to make an effective repair to warrant this charge, not to install parts, charge me twice, then tell me they cannot provide an effective repair.
  
  
  
  

  Business Response

  Date: 09/15/2023

  A refund of $482.30 was offered to the customer, we have not heard back.  $612.24 has already been refunded. There were also 3 hours of labor that we did not charge for.  We have offered to refund more than the cost of the parts, with any electrical issue the labor becomes the most expensive part.  Many hours are required to isolate the exact issue with several hundred miles of wire, connectors, and sometimes over a hundred modules to test it.  

  Customer Answer

  Date: 09/19/2023

   I am rejecting this response because: After the Dealers offers this still leaves a total amount of $1094.53 out of pocket for repairs that were NOT effective. I still have the exact same problem of an unsafe vehicle. I understand that diagnostics are required for a repair to be made, however the Dealers diagnostics were incorrect three times. I believe, and am willing to pay, the total sum of 547.27 which, to me, is fair considering the outcome in which there was not an effective repair given and I must now take the vehicle to another dealer for the same issue.