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:08/24/2022

  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 **** ********** ***** ******** from this dealership on 8/1/22 and I have a few complaints about their failure to communicate effectively and honestly. When I test drove the truck on 8/1/22 I was told that I could purchase the same truck but in white and that it would have all the features that the truck that I test drove had. Come time to purchase the truck and of course, it did not have the features that I was told it would have. I was also told that I would have black wheels on my truck and I had to drive off that night without those wheels. I had to take time off of work and make an appointment for 8/3/22 to come up to the dealership again to get the wheels that I was promised. When I arrived at the dealership I was told that the ETA would be about 25 mins and I ended up waiting over an hour for my services to be complete. Also on 8/1/22 when I was purchasing the truck and reviewing all of the coverages with the Business Manager ***** I was told that I had coverage for any dents that may come up on the truck. Here I am less than 30 days after owning the truck, I get a dent, and I'm told to schedule an appointment to come in and have the dent repaired. I was also told by the Business Manager that I had the coverage for the dent and that it would be free of charge to me. When I called the dealership to set up the appointment I was not at all told to call **** **** as well and file a claim prior to coming in for my service. I take PTO from work yet again and when I arrived at my appointment today on 8/24/22 I was told that I needed to contact **** **** of whom I should have had coverage before my car would be serviced. I file a claim with **** **** and wait over an hour just for the dent guy to tell me that he does not feel comfortable providing the dent service. I was then told that I needed to file a claim with my insurance company which would of course come with a price for me when initially I was told I had the coverage.

  

  Business Response

  Date: 09/19/2022

  We have been in touch with consumer via telephone.  We reviewed the terms of the consumer's dent policy which state that the contract "provides limited repairs of minor dents and dings, up to 4 inches in diameter..." Unfortunately, the consumer's dent is in excess of this size and does not fall under the policy.  We suggested that she contact her insurance company and file a claim with them.  As a one time goodwill gesture, we offered to assist the consumer with the cost of the repair up to $500.  Consumer is considering our offer.