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:01/29/2025

  Type:Order 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 applied online to the dealership and was given an appointment to come in and sign a form for final approval and test drive vehicle did not know if was approved or not or if would be ok with down payment I asked for. I test drove car and went in office and was told by down payment was fine and the note would be 682 a month and to sign forms for final approval. I signed forms at the dealership and did not get a copy of what I signed. I texted the next day to get a copy and to find out the total price of the car and received a call back from manager guy saying what the total price of car and they only charging gap taxes and ins only. asked for a copy of that and he said he had to get final approval and do I want them to check or not. I told him he can check it. I texted the next day to check on it and they said its not approved yet. I spoke to finance company and they said I need my first check I gave them my first check. They said once I pick up vehicle they will release the funds. I picked up vehicle yesterday and they still didnt give me the paperwork so I can know the terms , I emailed the sales person last night for them and contacted the office for them. I am asking for a copy of the paperwork I signed and if I dont like the terms to return car. I paid down payment I got insurance on car and the only paper I have is a test drive form until the funds are released to dealership.

  Business Response

  Date: 02/13/2025

  We received an online application on the 2017 ****** Highlander and began to process the application for Mrs. ***** on January 20th.  There was a little bit of confusion with Mrs. ****** work history timeline, so the bank that gave us the approval requested income verification.  We were very clear with her that we needed to get everything together, and send it in to the bank for final approval and verification of the correct income.  We invited Mrs. ***** into the store to test drive the car and take a look at the preliminary approval on Jan. 24th Early morning on the 25th, we received a text message expressing her concern with the overall price, which we did not have because we had not been given the final approval (pending income verification).  Mrs. ***** came back in to show her friend the car, and it was in service, getting repairs made that were promised.  We set the expectation at that time that we were still waiting for the banks final approval, and that it could be the following Monday before we heard back from them. On Monday, the 27th, we let Mrs. ***** know that the bank was requesting a customer interview and gave her the information she needed to get that completed. On the 28th, we did let her know that the bank was still reviewing all the information and still had not given us the final approval, but we agreed to let Mrs. ***** drive the car under a Borrowed Vehicle Agreement because we were confident that her final approval would come through.  Mrs. ***** picked up the car, we again went over what exactly we were waiting for and said that once we had the information from the bank, we would call her to come in and pick up her paperwork and title application for the vehicle.  After hours, at 11:38pm, we received an email requesting a copy of the paperwork.  At 1:23am, we received a text message asking us to email her paperwork because she did not want to come back to the store.  At 1:26am, we received a second text that stated that she did not want communication from us until she could pick up the paperwork.  At 8:44am we received another text that said that she had spoken with the bank and said she no longer wanted to do business, and she would be returning the car.  She arrived at the dealership at 5:15pm on the 29th, the vehicle was inspected, her deposit was returned, and her contract was null and void.  Our business hours are 830am to 7pm, so we were unable to reply to Mrs. ***** during the overnight hours, and we were in constant contact with her about the situation throughout the entire process.    

  Customer Answer

  Date: 02/13/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 22871756

  I am rejecting this response because:

  Regards,

  ***** *****

  Customer Answer

  Date: 02/13/2025

  I called the bank to find out if I was approved and they told me to take my first check stub up there which I did the day before I picked up the vehicle and I still never received the paperwork I signed in the loan ladys office at the dealership after asking them for it several times. As long as they do not run my credit anymore or put me in any other deals and the situation is over Im fine but I do want to be included in any present or future class action lawsuits with Mandal. They have shady practices and are not transparent and now they are lying about how it all went but Im done with it unless there is a lawsuit then add me in.

• Initial Complaint

  Date:10/14/2024

  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.

  Worst service dept. ever. Went in for suspension repair and they took my money in April of 2024 and said my truck was fixed but it didn't make it to the stop light outside their property. We took it back and requested our money back. { They didn't fix the vehicle why should they be paid? } ** ** the service guy stated he didn't want their name to be MUD so he wanted a chance to fix it properly. After that I requested to speak with a supervisor none ever appeared. **** stated "we are on the hook until it is fixed." I allowed 4 months of what he described as a "learning experience" for them, I would describe as them playing shade-tree mechanic. **** was told repeatedly of damages happening during their time with the truck he said they would fix some and look into others. LIES. In June we picked it up to be told one part was ordered and one was on backorder. In July ** ** called and said "your parts are in we need to schedule service" We did schedule For the first time for them to provide a loaner and them pick up the vehicle they sent a new employee{48 hrs. new} to drive our truck back. **** phoned days later to GIVE AN ESTIMATE FOR THE REPAIRS and that one part could be ordered and one was on back order. He told me the truck was too old to put any more money into. That they were washing their hands of it. It is a 2015 Ram *****. What happened to the parts that were supposedly in? What happened to the "we are on the hook" till its fixed? We were also handed a repair estimate for the damage they did saying "I can't prove they caused it". We are unable to speak to anyone but **** during this time, all calls to supervisors are ignored. $5,877.00 is a lot of money for them to not even learn during this "learning experience" of theirs. Has lost us as customers. Ram has not stood behind this tuck since purchase. Nothing has fallen under Warranty/extended warranty, but to take my money, waste my time and fix NOTHING is a scam. The truck is worse off than before we took it.

  Business Response

  Date: 10/21/2024

  Mrs. ***** arrived on 4/1/2024 in her 2015 Ram 1500 mileage
  246,226 with a concern of the rear suspension lowering itself and air
  suspension faults on the instrument cluster.  The customer was advised and
  approved the charge for initial diagnostic testing. The repair order was
  quickly dispatched to a highly qualified technician and was best suited for the
  diagnostic testing and repair.  During the initial scan of the vehicle on
  board-computer system, we found numerous fault codes for the air suspension
  system.  The technician performed an air suspension leak test and found no
  evidence of a leak in the suspension system.  Continuing the diagnostic
  protocol we isolated failure of the air suspension compressor and valve
  switching block.  The customer was advised and approved the repair of
  $5,877.03.  Thet technician completed the repairs, continued diagnostic
  testing, test drove, and found no other issues at that time. 
  
  The customer returned on 4/8/2024 with mileage 246,340 due
  to the same symptoms and issues with the air suspension system. The service
  advisor apologized and reiterated there will be no additional charges to
  continue the diagnostic testing. The service advisor quickly dispatched the
  repair order to the same technician and the technician escalated the priority
  to diagnose. The technician performed the initial scan of the vehicle on
  board-computer system and found codes referring to the air suspension on board
  monitor (computer). Upon further diagnostic testing he confirmed failure of the
  air suspension module. The part was ordered and upon arrival the technician
  installed and programmed the new module. The technician cleared the fault codes
  and test drove the vehicle, unable to duplicate the customer's initial
  concerns. The technician continued guided diagnostic testing, leak tests,
  and confirmed the air suspension system was repaired and operating as designed,
  the customer was called and advised the vehicle is ready for pick up. The
  customer did not incur any charges to diagnose, replace, or program the new
  module. An estimate to perform this repair at that time was $3,675.39 and the
  charges were absorbed internally by the service department in an attempt at
  goodwill customer satisfaction. 
  
  At a later date, the customer later called and spoke to the
  service advisor about having the same air suspension concerns. The service
  advisor apologized profusely and attempted to minimize the customer's
  inconvenience by sending a loaner vehicle to the customer's residence and
  picking up the Ram 1500 to continue diagnostic testing at no charge. The
  customer declined these services and would bring the vehicle back at a later
  date. 
  
  On 5/14/2024 the customer returned to continue diagnostic
  testing of the air suspension system. The technician performed guided
  diagnostic testing and isolated failure of the air suspension compressor and
  valve block assembly. The technician replaced these components under warranty
  and continued diagnostic testing. Mopar Part Warranty paid for the repair and
  the customer did not incur any service charges. Once the compressor and valve
  block were replaced, the technician continued diagnostic testing and confirmed
  there is an active leak from the air suspension reservoir. At the time, the
  part was on backorder status but the order was still placed. The part arrived
  in a few weeks and the customer was advised to return for repair. Once again,
  the service advisor offered to pick up the customer's vehicle and drop off a
  loaner at their residence. The customer declined and would bring the vehicle
  back at a later date.
  
  On 7/22/2024 With the authorization of the customer, the
  service advisor scheduled to pick up the customer's vehicle and drop off a
  loaner vehicle while in for service. The vehicle returned with mileage
  250,751 to replace the air suspension reservoir and inspect for a failure of
  the HVAC system and auto function of the headlights. The technician replaced
  the air suspension reservoir and continued diagnostic testing for the air
  suspension. An estimate to perform this repair at that time was $2,369.22 and
  the charges were absorbed internally by the service department in an continued
  attempt at goodwill customer satisfaction. The customer incurred no charges.
  Once the air suspension reservoir was replaced, the technician continued guided
  diagnostic testing for leaks and found both rear rubber air suspension springs
  leaking externally. The customer was advised due to the age and mileage of the
  vehicle this may not be the only required repair to the air suspension system
  and was quoted a discounted rate of $2,688.63 to replace both rear air springs
  and recharge the nitrogen system. The technician also diagnosed the HVAC system
  and headlights and found the HVAC Module is offline due to an internal short in
  the module. The Automatic headlights are not operating properly because the
  Body Control Module relies on information of the sunload sensor data which is
  stored internally in the HVAC Module. Therefore the Hvac Module needs to be
  replaced in order to continue testing $1,623.93. The customer was advised the
  HVAC Module located inside the vehicle was in no way affected by air suspension
  repairs or failures. The customer was quoted to replace the rear air springs
  and HVAC Module and declined. 

  Customer Answer

  Date: 10/30/2024

  
   

   Complaint: ********

  
  
  

  I am rejecting this response because:

  
  
  

  Regards,

  
  

  ***** *****      its amazing the time and effort they put in to drafting their response. time and effort that would have been useful and appreciated to diagnose correctly and repair our vehicle. information shared here that wasn't shared with us on the phone or in person. before we scheduled an appointment with Mandal. i spent many hours in ram forums and other online forums to gain more knowledge and gather information. ram trucks seems to have many years of mechanical problems, engines ( we already replaced). the air ride system. which brings us to here. it seems its a history of chasing ghosts.. ( change parts until you find the right one) which comes at the vehicle owners expense.  or the second option is to delete the flawed system.  which seems to the trending solution.  we discussed the issues with **** about what the truck was doing. discussed the research involved. information that could be communicated to the tech.  but no. consumers are ignorant. you miss diagnosed the problem. made promises you knew you wouldn't or couldn't keep. took the payment and did not repair the truck.  repeat... didn't fix it.   you took the fact that my wife loves her truck and used it against her. at any time before the so called repair and payment. there should have been a conversation informing us that in your opinion. the truck is " TOO OLD" . not worth the price tag for the repair. in our conversation's with Mandal. **** was informed of this option. we was trying to keep it original.  you stated you did us a favor by trying to fix it on your dime.. a learning experience. you have thousands of dollars in our truck.  by the way  who asked you to? we brought the truck back.  asked for a refund.  take your parts and you refused.. it seems that a refund would have been the cheaper course to take.  because of this moment.  the truck is still not road worthy. still has the same problem it had. except the fact it spends most of the time with the air suspension pump running and by passing pressure out the relief valve behind the right tail light. it has the same issue it had pefore you touched it. the pump assembly etc worked and was actually quieter then what you intalled. we had a conversation about the rear air bags leaking. seems thats a main talking point about that system.  no where did you document  record  discuss a visual inspection of the rear air bags. removing the zip tie and moving the dusk cover. with the use of soapy water and the pressure from the air suspension. a visual inspection. you would have gained more insight to the problem.. you spent you time changing the most expensive parts." chasing ghosts" at our expense.  the truck has more issues now then it did before you touched. of course  "we didnt do it, cant prove it" . you need to be held accountable for you disrespect and fraudulent actions.  by the BBB or the state of mississippi.  

  
  
  

  
  

  
  

  
  
  

  Business Response

  Date: 11/04/2024

  While we appreciate the restatement of dissatisfaction, we
  don’t see any additional concerns that we can add any further response.