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:12/05/2023

  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.

  To:Resolution

  Fri 12/8/2023 12:04 PM

  I was informed an few days ago by my  wife that the business contacted her. Though she is partial title holder to the charger, I am the co-signer due my income.  I was just informed last night that they were smelling gasoline from the vehicle.  From what I understand the dealership is trying to get my wife to purchase another vehicle at a higher price.  One of my biggest concerns with this situation is that my wife is an epilepsy patient and she is not fully understanding what the dealership is asking of her. Thankfully she has had no seizures due to the medication she is taking

  Business Response

  Date: 12/16/2023

  The 2015 Dodge Charger with 146,650 Miles on it was purchased As-Is in June 2023. We have been in contact with the customer. As of the additional, the customer has been in contact with the dealership and we did help them purchase another vehicle on December 11th. 

• Initial Complaint

  Date:06/26/2023

  Type:Sales and Advertising 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.

  On Thursday May 25th I found a 2017 Lincoln MKC advertised on Twin Rivers official website for $15,000. I called to get vehicle and was arranging a visit for the next day when told they had the vehicle advertised for the wrong price and it was actually $18,995. I was always under the impression that they had to honor their advertised priced per state car selling laws so I asked and they said no because it was an honest mistake. They said they felt bad and came down to $16,750. I went to the dealership, test drove the car and found a few things they said they were fixed. They said it would be easier to do the paperwork while I was there so we filled it out. I asked where the title was and was told they had it but didn't have to provide for 3 days and would mail it to me. It took them 10 days to fix the issues and deliver the vehicle and still no title. I asked about the title again and was told on June 7th it was on its way. I asked again 2 weeks later and was told again its on its way. its now June 26 and I still don't have it. I emailed the GM ***** ********* twice and he doesn't respond to me. My temp tags are expiring in 2 days and I can't get a straight answer out of these guys. I would kind of expect this treatment out of a used car dealership but not an official Jeep dealership. I would really like to get my title so I can drive the car legally. I would also like know if they were legally obligated to honor their advertised price according to NEBRASKA MOTOR VEHICLE LAWS MOTOR VEHICLE INDUSTRY LICENSING 60-1411.03. And if so like a refund of $1775. I'm attaching a copy of their website with the advertising price of $15000 and also the state licensing statute. I have a text message record of all the conversations that I can also provide. The sales person has been responsive as a go between and easy to work with so nothing against him.

  Business Response

  Date: 07/05/2023

  On May 25th Mr. ***** reached out to us at the dealership and inquired about our 2017 Lincoln MKC that he saw on our website. He asked the salesman for pictures of the vehicle and a history report on it. The salesman sent him pictures of the vehicle through text and the ********* history of the vehicle. He then mentioned that the vehicle was on our website for $15,000. After the salesman who was talking to him asked a sales manager, we came to find out that it had been prematurely put on the website. We called Mr. ***** back and told him that it had been prematurely advertised and the price showing was wrong. The price we are asking was $18,995. We then told him over the phone that we would sell the vehicle to him at $16,775. His wife and him ended up coming to our dealership to look at it on May 31st. We ended up agreeing to the $16,775 plus we fixed some things on the vehicle. On the title our store policy is that we will hold a title for 3-5 business days while a personal check clears the bank. We are aware that we are past the 30 days of his in transits and are going to be paying any late fees he accrues. The title is coming from Missouri. Missouri is a non POA state. We are at the mercy of Missouri to get us the title. The previous customer has applied for a Duplicate Title with the State of Missouri. It now depends how long it takes them to get it to us.

• Initial Complaint

  Date:06/15/2023

  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.

  February 3 2023 I purchased a 2016 dodge caravan. When test driving the van the check engine light was on I spoke with ***** while in the vehicle about getting the check engine light fixed. He stated that he would get it done that I did not need to sign any paperwork to have it fixed. Two weeks later, I took it in to get the check engine light looked at. About three or four days pass, and I called them to find out what is going on with the vehicle. They stated I could come and get it when I went to get it I got 10 miles from Twin Rivers and the check engine light came back on. I called them and spoke with **** in the service department. **** stated that I needed to wait 30 days for my warranty to kick in. I waited the 30 days and more I’ve called them and asked them when I could get it and he said the 23rd of March would work. Since the 23rd I went a month without a loaner vehicle, I had to call somebody from a different car dealership to ask them what I needed to do. He stated they should’ve given me some kind of rental vehicle. They finally gave me a rental vehicle. I have been through three rentals since 23 April. I would like my vehicle back. I would also like it to be fixed, along with being credited some kind of store credit. I have made payments on a vehicle they have had longer in their possession than I have owning it. The whole time of them having my vehicle I have been the one to be in contact with them. They have not been in contact with me. I feel like something should be done. Many people have already had problems with this company and I feel like they should be held liable for not having me my vehicle back in a timely manner or at least communication. I’ve contacted several times and get the run around.

  Business Response

  Date: 07/14/2023

  The customer brought the vehicle in with a check engine light on. We ended up fixing the vehicle and the customer took it and left the dealership. The check engine light came back on a second time, and it was a different code from when we diagnosed it originally. The part for this transmission problem is on national back order. The customer has been in a loaner vehicle of ours ever since she's dropped her vehicle off to be repaired. She ended up having mechanical problems in our loaner vehicle that we paid for while she was on vacation. She brought that loaner back and we gave her a different loaner to drive. Since then she contacted us and wanted a different loaner that gets better fuel economy. She has interested in purchasing the loaner vehicle she is driving right now. And we have an appointment with her today (7/14/2023) to try and trade her out of her current vehicle into the loaner vehicle she is driving, since there is not ETA on the part to fix her vehicle currently.

  Business Response

  Date: 07/14/2023

  We will get the customer their vehicle back fixed as soon as parts are available, and we get the part in. We will also take of the deductible.