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: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.

  I purchased a new vehicle 9/17/22 and was advised once I signed all the paper work that they use a third party to register the vehicle and I don’t have to worry about it . Late October I received a application to register the vehicle to sign and return to them and I notice the county is wrong so I let them know and they did not call me or try to notify that since they got the county wrong I owed more money until we called them to get an update they stated they needed 1075 more to process the registration. We paid this and it’s is now 11/4 and we have yet to receive anything. I called my local dmv to verify any paper work was sent and they confirmed nothing has been received for my vehicle with the vin I provided . I have asked the dealer to give me that paper work and make a check out to the Kansas dept of rev so that I can get this done myself since it would only take a few hrs and they refuse saying the third party has to Handel it . I have asked them to provide me with a direct contact number to them and ***** **** is the person that handles the registration there keeps giving us the runaround that they don’t have a phone number for them and they are processing this . They are holding 7178.95 dollars of our money and are not registering the vehicle it’s almost 60 days and I still can’t register my vehicle and pretty soon will not be able to drive it since the temp tags will be expired . I have tried to speak with the manager and he said it would be taken care of and nothing has happened . I just want to be able to register my vehicle and move on from this and never deal with this dealership again .

  Business Response

  Date: 11/28/2022

  This matter has been resolved.  The customer has received the paperwork to register the vehicle.  

• Initial Complaint

  Date:09/09/2022

  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.

  I bought a car from them in March. I have been without my car for a month and a half. I was on the highway and my car shut down. I took it to the ******* dealer. They wanted me to pay a diagnostic fee. I am under warranty. I found out there is a recall on my car that seems to cause my engine to fail while I was on the highway. They told me it is fixed and had me to come and pick it up. I picked it up and soon after, it started having trouble again. I had it towed to them and now they are wanting to charge me $700 for a starter that I do not need. They wouldn't even offer a loaner car wile it was in their care.

  Business Response

  Date: 09/28/2022

  ***** had contacted the dealership helpdesk multiple times stating he had a flashing check engine light. He then came in as a walk-in. He was informed that the diagnosis of what was wrong with the vehicle was most likely covered. He and the service advisor discussed that the extended warranty was related to rod bearing failure. ******* recommends that a flashing check engine light result in a bearing clearance test. The technician cleared the code with the engine running and reset the adaptive values, as he is supposed to do. An update under the 953 campaign for the engine knock, was performed under warranty. *** **** picked up his vehicle and was informed of the work that was done. Subsequently, he called to indicate that he had stopped to get gas and his vehicle had died and would not start. The dealership was unable to reach *** ****. He did not answer his phone. When they finally were able to reach him, they indicated that they would look at his car, that there was a potential for a diagnostic fee. He became upset. He would not bring the vehicle in or allow the dealership to diagnose what was wrong. He then allowed the vehicle to be towed in. The dealership diagnosed a vehicle and found that he had a bad starter. That issue was neither under warranty, nor related to the work done on the previous diagnosis. He then came into the dealership and was very upset. He was yelling and cursing, saying how the dealership had sold him a bad car. The diagnostic fee was waived. *** **** took his keys. He has not asked the dealership for any other service.
  

  Customer Answer

  Date: 09/29/2022

  Complaint: ********
  
  
  
  I am rejecting this response because: not accepting response considering the starter didn't have anything to do with my car shutting down on me on the highway there's no way no how that happened it's an internal problem that they aren't wanting to address simply because they don't want to put any money into fixing my car so therefore they are are not honoring any kind of warranty that I might have and aren't even considering fixing my car so therefore I don't accept their response thay need to be responsible for fixing my car considering it shut down on its own it wasn't anything I did the diagnosis of the starter being bad was after the fact that my car shut down that the knock sensor sensor shut the engine down so therefore that very well might have booted the starter to where it went bad don't know not a mechanic but I have done some googling I have done some research and these cars are deffective the **** *** ** ******* ****** *** *** have been recalled because of shavings from the bearings in the engine which locked the engine up shut it down ceases it and then it eventually catches on fire they're responsible ** **** ******* knows he's responsible so therefore I believe that they need to fix my car and until they do I guess we will be at a standstill until something is resolved, also they don't really understand what kind of situation they have put me in behind all of this nonsense I have to get back and forth to work in order in order to pay for my car and if I can't get back and forth to work then I cannot pay for my car so that's where I'm at right now I'm not going to pay on a car that I can't drive and they haven't even offered any kind of loaner car or no assistance whatsoever very bad business and I will never go to those guys again nor will I ever send anybody to them again horrible place to buy a car horrible service as far as fixing a car.
  

  
  

  
  
  
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:08/04/2022

  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.

  My 2020 Ram 1500 is under warranty. I brought it to *** ******* CDJR in 02/2022 to fix the warranty work, needing to replace the right front manifold. 6-months later, still no part. I contact other dealerships, and they gladly told me on the phone of locations of this part and their ability to quickly get the part. Which begs the question, why did Machens find this part and fulfill their warranty agreement 6 months ago. When they finally did that, 6-months later, the part was supposed to be installed yesterday (8/3/2022), but when I show up I wasn’t on their schedule, though it was known during the phone conversation of them telling me they found the part and it would arrive on Wednesday, and we discussed me getting it fixed that day. After showing up, I was given a loaner vehicle with no gas to get to and from work. I attempted to get it fixed this morning again (8/4/2022), yet now the loaner agreement stated that I needed to return it with 3/8 tank of gas or they’d charge me $6 a gallon, yet yesterday (8/3/2022) when I spoke with the Service Manager, he stated there would be no cost whatsoever. Why is it that Machens CDJR can’t hold up their agreement to a manufacturer warranty, nor make it easy to get it fixed in a timely manner? Why do I need to explain where these parts are and why they’re not able to do that on their own? Why am I being charged after being told there’s no cost whatsoever? Why is it in their flawed business model a good idea to ruin a fruitful relationship over a $54 part?

  Business Response

  Date: 08/19/2022

  Please be advised that the dealership went through the ordering process trying to obtain the part that *** ***** needed.  After not being able to obtain that part, management called other dealers to obtain the part.  After about 20 attempts, the dealership found the part in *********.

  The dealership provided a rental vehicle/loaner vehicle as a gesture of goodwill.  There are restrictions on the use of the rental/loaner.  One is that there is no smoking in the vehicle.  Secondly, the vehicle has to be returned with gas.

  The dealership has attempted to accommodate *** *****'s request.

  Please let us know if you require further information.  We look forward to hearing from you.

  Customer Answer

  Date: 08/19/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  It took *** ******* 6 months to finally call anyone to secure that part to fulfill their warranty work. That was simply after I called multiple local Chrysler dealerships, who were able to locate parts within a 5 minute conversation. *** ******* did not attempt to secure the part in a timely manner simply because they didn’t make any money on that service. Why does it take 6 months to get a part, but after I get frustrated, they can make a call to secure it from a dealership in **? Why didn’t they simply do that 6 months prior? Lastly, I specifically asked the Service Manager, if there would be any costs affiliated with this, and he stated no. Adding gas is a cost. He should be more transparent and knowledgeable about Machens policies in rental. Also, if gas was important, why was my first attempt at getting this resolved was I given the keys to a vehicle with no gas? This seems like a lazy response after a very lazy attempt to live up to the manufacturers warranty and back the vehicles they sell. 
  
  
  
  
  
  Sincerely,
  
  
  
  ******* *****