Complaints

This profile includes complaints for Thomas Cumberland's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Thomas Cumberland

  10325 Mt Savage Rd NW Cumberland, MD 21502-4925

• 

  Thomas Cumberland

  Rt 36 Motor City PO Box 3411 Cumberland, MD 21504-3411

• 

  Thomas Cumberland

  127 S. Juliana St. Bedford, PA 15522

• 

  Thomas Cumberland

  4003 Business Rt 220 Bedford, PA 15522

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  Thomas Cumberland

  PO Box 165 Bedford, PA 15522-0165

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:01/22/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 traded my vehicle in on July 14th, 2023 to another dealership. When I traded the vehicle it sold my warranty back to Thomas Subaru. I contacted the salesman who sold me the vehicle I was trading while I was at the other dealership doing so. He said he needed the proof of trade. I sent him a picture of the bill of sale and he said the picture wasn’t good enough so I had the salesman of where I traded my vehicle send him email documentation of the trade. I contacted Thomas salesman over a month later asking when I should expect my refund and he said he never received proof of trade. So I forwarded the email to him again. He told me at most it would take is 6 weeks to receive my refund. I contacted him months after and never received a response. I contacted the dealership again first of the year and was told I would get a call back the next day. It’s been yet another week of no word from this dealership. This company along with the Gap insurance company they use owe me well over $1000. I’m sick of dealing with this company and getting the run around. It’s been over 6 months of dealing with this

• Initial Complaint

  Date:12/21/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 12/18/2023 i Bought a 2022 Subaru forester wilderness. for $32,468.00 During paperwork process The salesman tells me the windshield cost $3000.00 to replace but if i took this extended warranty for $2020.00 all i would need to do is bring my car there and for $100.00 i could get my broken windshield fixed. completely untrue My car insurance still has to cover windshield. The policy will not cover glass. I read contracts with magnifying glass GLASS NOT COVERED. So now I want anything not required by law to purchase car returned in full. The salesman wanted my car there so he could put through as normal cancelation. that would pro rate and no one would know he did this and i would loose money. car bought on 12/18/2023 Contract cancelled on 12/20/2023 early morning. As soon as i requested my money back. The salesman says i owe them wheels. i have no idea What he is talking about. There is no buyer remorse i love my Subaru and it's my second one and i even wanted to know when i could order a 2025 I paid cash for car. My complaint is i caught salesman outright lying to me to drive up bill and i want my money back. I am disabled and i need my money but to be lied to so the bill goes up is wrong. I have all emails from salesman on this issue

• Initial Complaint

  Date:04/19/2023

  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.

  I took my Subaru Forester into Thomas on 1/13 to have a starter put in and to have an arm fixed. They had my car until 2/7. I gave them the starter, and they ordered the arm. I was told the arm would arrive 1/16 or 1/17. I tried to call multiple times and never got through to the service department and never received a call back except to try to upsell me a battery (of course it was dead- it hadn't been driven at that point for 5 weeks!) and brakes. I went down to the business (a 40 mminute round-trip drive for me) 4 times before I was able to get my vehicle back almost a MONTH later. By the time I got it back, I was so frustrated with the service, I complained to the manager. He offerend to install a new battery for free and gave me a large discount on the work that had been done. I get home, and I find out the automatic starter does not work. I googled why, and it is probably because they installed a new battery and need to reprogram the starter. So, I waited til the next week (2/15), and drove down again to have them look at it. No one was available, so I was given the next soonest appointment-3/31.I dropped the vehicle off on 3/31. I told them to check and make sure that the starter is programmed because of the battery replacement. Later that day, I received a call from the service manager asking for me to bring all the fobs. A technician found cables hanging down and thought, "Here's your problem!" And he plugged them in. They were not supposed to be plugged in, and it blew a fuse, so they would have to reprogram everything wireless. When I dropped the additional fobs off, I asked for at least a call by 3/7, no call. I receive a message from the service manager 4/10 asking for proof that the starter was a Subaru part, or I would have to pay. By the time I arrived down there, the box the part came in had disappeared from the trunk, and he said he remembered it was and they ordered the part, which should be in 4/17. I am now waiting to see.

  Business Response

  Date: 05/12/2023

  Please see the attached letter that details our resolution to Customer Complaint #********. 

  ****** *********
  ************
  *********, MD 21532
  Daytime Phone: **************
  E-mail: ******************************

   

  Thank you for your assistance in resolving this matter.

  *** *****

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

• Initial Complaint

  Date:11/04/2022

  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.

  Scheduled a voluntary recall on a 2005 Subaru Outback wagon that was in good operating order and the recall work was done 9/22/22. During the recall the tech. broke 2 dash vents and that was documented by the Serv. dept. and was understood to be repaired in a timely manner on 9/30/22 the dealership was contacted about the dash vents and also about the heat not working on the driver's side left a message with no call back. I repeated these calls three more times with no return call. I then called Subaru of America 10/5/22 and filed a complaint with them and they were able to get ahold of someone at the dealership. and I was advised they would be glad to have their master tech. look at it but it wouldn't be till 10/27/22. Vehicle was dropped off prior to the appt. and on the 27th I received a call from the dealership advising me that the cabin air filter tray was missing and the incorrect cabin air filter and that was the reason for the heat not working on the driver's side. I advised them those parts were missing but prior to the recall work and the heat worked but to replace and install to verify that was the cause. 11/3/22 I was told by the deal that the cabin air filter and tray were not the issue, and I would need to pay a diagnostic fee and it was nothing the dealership did during the recall. I asked the Service Manager why these functions weren't verified before and after the recall for functionality and she could not answer that. So long story short I had heat on the driver's side and now after the recall I don't and its nothing the dealership did.
  

  Business Response

  Date: 12/21/2022

  Business Response /* (1000, 9, 2022/11/29) */
  Christopher ********* <**********@buythomas.com>
  Nov 23, 2022, 12:46 PM (6 days ago)
  to me
  
  Good afternoon, Lisa,
  
  After reviewing Mr. Byram's concerns we have contacted him and scheduled an appointment for him to return on 11/30/2022 to have his vehicle diagnosed free of charge.
  
  While we still feel that we have done nothing to cause this concern, we are more than happy to assist in determining the true issue.
  
  As always, we work very hard to provide our customers with a positive experience and want nothing but the best for Mr. Byram.
  
  Should you need anything else don't hesitate to reach out!
  
  Chris *********
  COO Thomas Automotive

• Initial Complaint

  Date:10/27/2022

  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 2018 Santa Fe Sport from Thomas Cumberland on June 29,2022. Picked up July 1. Car was not detailed before the applied My interior package that I purchased from them which was now a waste of money. Took it back to be re-detailed and it was just a once over to get the spiderweb out of my windshield. Still visible dirt in car so I detailed myself for a 3rd time.
  
  Took it to have the paint touched up. They only did a few spots that were visible.
  
  Took it in for the 1st oil changed based off of previous owner about the middle of August. October 25,2022, about 2k miles out of my next oil change, I left work went around a turn and the oil light came on. Went turn the next turn light came on again.
  
  Called Thomas spoke to Jamie and I was told to drive it without oil till I could get it to them. I added 2½ qts because there was none on the dipstick and I don't want to destroy my new to me used car.
  
  October 26th,2022 I took my car to Thomas on my lunch break after talking to Jamie yesterday and was told I needed an appointment by Kameron, the Service Advisor and I told her I was told to bring it up when I could.
  
  They looked it over and wiped it clean before showing it to me and said oh your oil level is Normal. As per the reciept says. Just cause there isn't oil on the dipstick doesn't mean there isn't oil in the engine. Next time don't put oil in it and drive it till you can get it to us.
  Tried to charge me $110.11 to tell me my oil level was fine but said ill give you a discount making it $55 when nothing was done to try to resolve the issue except for trying to get more money. I have photos from where it shows almost no oil on the stick. And video and I was the told drop mark was a thumb print and the car was fine. Left checked the oil and still needed 2 qt more to get it to an acceptable level. Theresa ***** told me the same thing Nothing is wrong with my car. Don't put oil in it when the light comes back on. Just drive it till you can get here.

  Business Response

  Date: 12/13/2022

  Business Response /* (1000, 10, 2022/11/22) */
  Good morning,
  
  On behalf of Thomas Automotive please allow me to apologize and offer solutions for Mrs. Gauthier's concerns.
  
  We take pride in the cleanliness of our vehicles; however, it appears that we have not met Mrs. Gauthier's expectations and for that I would like to refund her the $695 she paid in order to get the interior exterior protectant applied. I will have a check forwarded to her today! If there is anything else, we can do in order to help with the cleanliness of her vehicle please advise.
  
  In regard to her oil concern, I know that our service director Tracey Winegardner has spoken with Mrs. Gauthier and that she has been servicing (11/3/22) at our Bedford facility and that her expectations have been met. Should this issue continue please have Mrs. Gauthier contact our dealership for future repairs.
  
  I sincerely appreciate the opportunity to resolve Mrs. Gauthier's concerns and retain her as a loyal customer. We operate in small communities and customers are the most important aspect of our jobs, without them we have nothing.
  
  Should you have any questions or need any additional information don't hesitate to reach out.
  
  Sincerely,
  
  Chris *********
  Thomas Automotive
  ************
  
  
  Consumer Response /* (2000, 12, 2022/11/22) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept in response for the interior issue for my car.