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:08/22/2024

  Type:Customer Service 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 had purchased a truck from this dealer in March 2023, a 2019 ****. They have a built in lifetime powertrain warrenty due to an additive they use for oil changes, warrenty good as long as you go there for regular oil change/tire rotations which i have done as contract states. Any warrenty work is a $200 deductable. On 7/16/24, my enine was misfiring and the engine light came on and started flashing so i called and they said bring it in. It took a week for anyone to read codes, another 2 days for actual tech to dig in to figure out reason. Understandable timeline as i was unscheduled. Also had truck in last year for cam phaser replacement (known issue with engine). Was supposed to be warrentied by **** but they wouldnt last year as engine light wasnt on. Service manager told me last year cam phaser shouldve been fixed before they even sold me the truck. Now they know the misfire issue, cam phaser issue, they have all parts, they have all warrenty approvals from **** and their powertrain warrenty, now just waiting on a bay to open. Not a bad timeline at this point, 2 weeks after an unscheduled visit and everything ready to go to get it fixed. From here on (7/31- today 8/22) i have gotten excuse after excuse and my truck has still not seen a bay or a tech and has not been started. I have been lucky enough to borrow my moms vehicle but she needs it now to work. I have told service of 2 roadtrips i needed my truck for during this time period and they havent cared and i had to figure out a vehicle for. I have told them 8/21 i need my truck by 8/24 or i need a loaner because i will have no vehicle, they said they will see what they can do to push mine and might have a loaner come available. They have been less than communicative and i have been MORE than patient without a vehicle for 5.5 weeks now. I understand things come up out of their control but i have seen many reviews of them doing this to other people and i cant keep being nice. See attchd doc for dtl'd timeline.

  Business Response

  Date: 08/28/2024

  *******,I'm sorry for the time this has taken.  It's unacceptable to wait this long on a repair.  We have been backed up for months and are finally getting caught up.  We are also putting procedures in place so that this does not happen again.  I know Melissa has put you in a loaner car and I see your truck is being worked on as we speak.  Once repair is finalized, I will have your vehicle cleaned and I will also waive your $200 deductible for your patience.  Again, I'm sorry this has taken so long.  We are short a tech in the shop and have just been bombarded with work.  Thank you,Guy PellegrinoPellegrino Auto Sales

  Customer Answer

  Date: 08/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I talked on the phone with the owner, Guy, and he explained to me the policies they are putting in place to prevent this from happening again, as well as the resolutions he mentioned in his reply. He told me he will be in communication with me moving forward as they work on my Truck and he will carry it to the finish line hopefully by the end of this week (8/30).
  
  Regards,
  
  ******* ******** 

• Initial Complaint

  Date:09/29/2023

  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 bought a vehicle and have had it in the shop 8 ***es in 8 months for a lot of issues now having engine and transmission trouble . Every ***e I get the truck back I've called them to have it back in and always have to wait 3 weeks to have it looked at anthen they have it 2 weeks and problems dot seem to be getting fixed cause still having front end issues . My warranty and service package is about to run out.

  Business Response

  Date: 10/05/2023

  ***, I'm sorry the 2013 **** **** you purchased on 12/07/2022 with 106,458 miles has given you issues.  I know how frustrating that can be.  I'm thankful you purchased extended warranty and they have stepped up and covered all your service issues.  It looks like you purchased a 30-month 30,000-mile warranty.  From my es***ate you have 18 months or 10,000 miles remaining on it.  When it was last here on 9/15/2023 we did front end work.  Is it still a problem?  I'm happy to bring it back in and make sure everything is tight and right and provide you with a loaner car to not inconvenience you.   FYI, the service plan you purchased is excepted anywhere in the United States.  You are not tied to my service facility.  However, I want your business, but you do have options if you are not happy with us.  Please let me know if I can help you with this.  Again, I'm sorry you are having issues.   Thank you, Guy P*********Pellegrino Auto Sales

• Initial Complaint

  Date:09/19/2023

  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 purchased a 2015 **** ******** on 9/19/2019 from the dealership. Since I have purchased the vehicle I have had continuous issues with AC compressors going bad, wheel bearings going bad, intermittent shifting issues, and I also purchased an 80k mile warranty for additional cost of $4,000. It has been nothing but on going issue after issue with my vehicle and issue with the shop actually looking my vehicle over and fixing all the issues, they only fixed the issues I brought to their attention instead of looking it over and figuring out what’s actually wrong (I’m not a mechanic I just reported what I heard). The last time I had my vehicle there, I told them something was wrong with the front suspension as it was creaking and making banging noises and they totally ignored that issue, said nothing was wrong and now it’s at another shop which will cost me $100 deductible to fix the issue that they should have fixed. This is not the first instance this had happened with them. They have ignored the intermittent shifting issue and now the other shop says it’s leaking transmission fluid which should have been noticed the last visit not even a month prior when I mentioned it and brought it to them. The other shop confirmed it’s been leaking for awhile and visibly shows wetness around the transmission casing.

  Business Response

  Date: 10/05/2023

  *******, I'm sorry you've experienced issues with your ******** you purchased from us 4 years ago on 9/19/2019.  Service issues happen especially on 8-year-old vehicles with 150, 000 miles on them.  I'm happy to work with you anyway I can.  I know you have purchased a few vehicles from us, and I certainly appreciate your business.  How can I help you?  I understand you have Extended Warranty and they have done an outstanding job covering claims.   I see you have it at another shop now getting service done.  Please let me know how I can help you.  Just an FYI you are not tied to our service department, you are welcome to take it anywhere.  Your extended warranty you purchased is good anywhere in the US.  If it's the $100 deductible you are concerned about, let me know. thanks, Guy P********* Pellegrino Auto Sales

• Initial Complaint

  Date:04/15/2023

  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 04/26/2022 I purchased a car from this dealership for what I thought was the advertised price of $12000. When taking another look at the contract in an attempt to refinance my loan I noticed I was charged $1,475 more than the advertised price. After many phone calls to the salesman I was told there was nothing that could be done and promised to have his manager contact me the fallowing day. I never received a call back. Their excuse was the the credit lender increased the price of the vehicle to reduce their risk due to me not having any credit. Everyone I’ve talked to said that they’ve never heard anything like that before.

  Business Response

  Date: 04/17/2023

  I'm trying to locate our price on the vehicle.  The obstacle I'm having is this was from 1 year ago.  I'm confused.  You were sold the vehicle at $13,475 and signed at this price.  However you are claiming 1  year later that the price was $12,000.  Do you have anything to show me that this in fact was the price.  I will check with my Online Internet team to see if they can extract our price from 1 year ago.  I will be in touch once I have that information.  I'm sorry you feel as though we tried to take advantage of you.  This is NOT how we operate.  I have a very good reputation for a reason and If in fact the price is found to be at $12,000 I will certainly pay the difference.  

  Thanks, 

  Guy Pellegrino

  Pellegrino Auto Sales