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:11/12/2024

  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.

  9/27/24, I spoke to a salesman about an advertised 2024 *** **** w/4 mi on it. After dickering, agreed on my trade in value of $42K plus $28K incl all taxes & fees. I wanted my own tires put on the new rims. I put $1,000 down over the phone to hold it. Told them we’d be there Mon 9/30/24. Was told 10:30 am. Showed up at 10:19, the truck was parked outside not detailed w/a battery charger on it. All of my necessary info was given in advance so cr. check & paperwork could be ready. I had to pick my grandson up from daycare by 4, and it was over a 2 hr drive one way. Upset that I was left sitting in the lobby for almost 3 hrs, they finally told me it was ready. They put my rims and tires (now missing balance weights) onto my now new truck, dripping from a quick car wash. I didn’t have time to wait any longer for them to put tires on new rims and left. Got home and checked out truck. Very noticeable scratches all over the hood and filthy under the hood!! A call was made immediately to salesman. He said sent pics and video. Then he said he promised to make it right. Agreed to return truck the next day. 2 days later got truck back. Looked good until we washed it!! Scratches are back. Called mngr on 10/17. He said they’d make it right. (We already heard that & tried it). Said he’d find out what could be done. He called back 10/21, they’d have it wet sanded or painted. (4 hrs round trip + diesel + tolls). Told them I wanted a new hood or let my guy fix it locally and reimburse me. Sent text saying we’d drive out once if they would just trade hoods from a new truck on lot. No response still. Called 2X on 10/28, got voicemail both times. Tried calling on 10/29, voicemail again. Absolutely no response from them at all. I feel I should get some reimbursement and/or compensation for my gas that wasn’t replaced, thruway tolls and the cost of fixing my hood. I did not purchase a used or as is truck. I don’t appreciate being “ghosted”. Any help in this matter is appreciated.

  Business Response

  Date: 12/02/2024

  The business owner relayed the following to BBB: The customer is satisfied.  I handled things myself from beginning to end.  The customer does not seek anything additional at this time.  

• Initial Complaint

  Date:04/28/2024

  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.

  Bought a truck May 30th was supposed to have a plow on it when I picked it up. When I got there it didn’t have the plow on took them 2 months to get the plow on. When I got the truck back a week later the check engine light came on. Got ahold of the dealer they had me split the cost with them for a $2000 repair that didn’t resolve the problem. They are now not answering me when I reach out to them.

  Business Response

  Date: 05/15/2024

  BBB spoke to the business and the following was relayed:The check engine light was coming on intermittently.  After research and investigation, we determined it to be a radio circuit issue.  We told him to bring it in and we will disconnect the radio for a couple days to confirm this.  He agreed to disconnect the radio himself.  And that is the last I heard. The vehicle was purchased in May of 2023.  It is out of warranty.  But I try to take care of my customers, already put about $1,000 into his truck for him regardless of the warranty being expired.  And I, as the owner of the business, am more than willing to speak with him to see if and how we can further assist him if he would like.  I called him myself and if he'd like, please tell him to call me directly.  More than happy to help with what we can.  Thanks.  

• Initial Complaint

  Date:11/29/2022

  Type:Service or Repair 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 financed a 2011 ***** ***** from Castilone Dealership on September 26, 2022. On September 27, 2022, the car was making a lot of rattling noises, the engine was jumping and shaking, the car was pulling and the lights came on the dashboard. I called and advised the sales representative of the issues and advised that I want to return the car and get my money back, he advised me that they could service the car and it was out of his hands for getting my money back, I asked to speak to his manager, I spoke with Joe, he stated maybe something was loose in the trunk and asked if I checked it, (which was done later and it had nothing to do with the trunk) and he also advised me that I could no longer get my money but they could come get the car and services it. I also spoke to Steven which was the owner's son, he was very nice and listened to my concerns and advised that it was a lot of errors when it came to this transaction and he would do what he could to help. Those arrangements were made, I didn't receive a call from the dealership until 3 weeks after they came to get the car, I was then advised the transmission was the issue according to them. It took a month to get the car back, once I got the car back, two days later the lights came back on on the dashboard and the car then shut off in my driveway, I called again and spoke to Greg which is a minority owner of the dealer, he was very rude and acted as if he was doing me a favor by fixing the car and that it would have problems because it is a 2011 and they did provide a loaner, which is not the issue, they did come get the car again and 3 weeks later I got it back and according to them it had to do with the exhaust, two days later the check engine light was back on, I called again for a solution and the owner was suppose to contact me and I still have not received a call and it has been 2 weeks. 

  Business Response

  Date: 12/19/2022

  Response taken by phone: We thought we had addressed all the issues with the car.  I will reach out to her to find out if there are additional issues relevant to the transmission we replaced. 

  Customer Answer

  Date: 12/19/2022

  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.  
  
  Regards, 
  
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