Complaints

This profile includes complaints for Davidson Automotive Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Davidson Automotive Group

  5871 Rome Taberg Rd PO Box 271 Rome, NY 13440-1735

• 

  Davidson Automotive Group

  18579 US Route 11 Watertown, NY 13601-5325

• 

  Davidson Automotive Group

  3690 State Route 31 PO Box 2760 Liverpool, NY 13090-1031

• 

  Davidson Automotive Group

  18423 US Route 11 Watertown, NY 13601

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:05/29/2025

  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.

  My truck was brought in for a fixture of manufacturing codes and was held a week. One week later they claim that all of these problems are wrong with my truck that were not present when truck brought to dealership. Informed them that could fix the problem but it’s been two weeks now and they keep claiming more and more is wrong with truck that was never a problem when dropping off.

  Business Response

  Date: 07/02/2025

  We understand your frustration and want to clarify what occurred during your visit.
  When your truck arrived, the tail light was already damaged. While it was in our care, the heavy rain caused the light to go out completely. You had asked if we had a replacement in stock, and since we did not, we placed an order at your request. Unfortunately, the initial part ordered was incorrect, but once the correct one was ordered, it ended up saving you around $400.

  During this time, we also discovered water intrusion in the tailgate switch, which was causing it to open and close on its own—this was draining your battery. Again, this issue only became apparent due to the rain we experienced while your truck was here. We brought this to your attention and asked if you'd like it repaired while the vehicle was still with us.

  We know it can be frustrating when additional issues arise, especially when they weren’t obvious at drop-off. Our intention was never to create added inconvenience but to be thorough and transparent so your vehicle could be fully taken care of. If there’s anything more you’d like to discuss, please don’t hesitate to reach out—we’re here to help.

  Customer Answer

  Date: 07/02/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  When the truck arrived the car had no damage. The reported saved $400 was not accurate outside of the fact they kept my truck for approximately a month so the truck “locking and unlocking” which did not occur before the factory fixes they claim they covered. The whole job ended up costing me more than $1200 and there was no communication on their end. They then called me two weeks later stating they had a part for the tail lamp that questions if they replaced the product and during the truck being there they called to offer to schedule an appointment for an inspection which was also never done. The whole experience was full of lies and if it wasn’t for factory related issues I would have pulled my truck to go elsewhere.

   

  Regards,
  
  
  
  ****** ******
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 07/03/2025

  There is nothing requested from business. They can apologize but doesn’t change the lying and scheming. I have no need of them.

• Initial Complaint

  Date:05/13/2025

  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.

  On 8/28/23 I was told by the service dept that I had to have the lower control arm driver's side front replaced to pass inspection. Cost for the work was $165.99 (for the part), $209.99 (labor) and then $110.00 (for an alignment). The previous year on 8/1/22 I was told that I had to have the right front control arm replaced in order to pass inspection. Cost for the work was $167.99 (for the part), $210.99 (labor) and then 109.99 (alignment). On 5/5//25 I took my vehicle to **** ***** ** ********* to have back/front brakes replaced. They advised me that I needed to have the left and right control arms replaced. When I told them that I have had this done by the dealership in the past few years they stated the ones that were on there looked original and never have been replaced. The only work that looked liked had been done was replacing a ball joint on one side because they could see the scratches in the paint where the old one had been taken out and the new one put in. Davidson Nissan not only charged me for work that was not done but also comprised the safety of my vehicle.

  Business Response

  Date: 05/20/2025

  Thank you for taking the time to share your concerns. We’d like to clarify the work that was performed on your vehicle and address the information you were given by **** ***** ** *********. On August 28, 2023, our records show that we replaced the driver’s side (left) lower control arm, which includes the ball joint as a single assembly—they are not separate components on your vehicle. Therefore, when the control arm was replaced, the ball joint was replaced as well. This is documented in your repair order, which reflects the part, labor, and alignment that were completed. Similarly, on August 1, 2022, we replaced the passenger side (right) lower control arm, also a complete assembly, as part of the necessary work to pass your vehicle inspection at that time. We understand that during your visit to **** ***** ** ********* in May 2025, they mentioned the control arms appeared original. However, we stand by the work performed at our dealership and encourage you to review the service invoices which specify the parts installed. Any marks or scratches observed by another shop may be part of the normal installation process or unrelated to the work we performed. Additionally, between your visits to us and your most recent service in 2025, if you had experienced clunking or handling issues, we did not receive any notification of ongoing problems. We always encourage our customers to bring such issues to our attention as soon as they arise so we can inspect and address them accordingly.Your safety is a top priority, and we take allegations of incomplete work very seriously. We would be happy to review the matter with you further and go over the service history in detail if you’d like to stop in or give us a call. Thank you again for your feedback. 

  Customer Answer

  Date: 05/27/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint 
  
  Regards,
  
  **** *******

• Initial Complaint

  Date:04/03/2025

  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 originally purchased my vehicle, a used 2021 **** ******* ****** with approximately 34.5k miles on it. I also purchased a higher end extended warranty. I had a great experience with a salesman named Mark R***. The extended warranty guy was a little sheisty and told me he accidentally put in a lower value for the better extended warranty, when in fact after contacting National Auto the ex warranty provider they said it was the standard rate for what I was recieving.
  
  Anyways, the car didn't have a charger so they ovvered to supply one and bought it from Ford, so I was recieving a 2yr warranty as is standard on most parts and accessories from ford (1 yr on wear items).
  
  Recently (early March 2025) my charger stopped working. I contacted Ford and they said the dealer would have to diagnose and request the warranty work. I got in contact with them multiple times over it and they were supposed to cpntact me back with either the purchase info or give me any means to set up the warranty work. I have heard ZERO back from them.
  
  I even contacted Mark, my salesman, and he said it was odd and was pretty upset about it himself.
  
  This isn't my first issue with this dealership since I bought the car. I had to badger them for half a year for a recall for possible life threatening glass glue issues. Then they gave me the run around on other warranty work, trying to gaslight me and saying I was being impatient when I waited over a month to contact them about parts that should have been in while they held my car for over a week until I decided to take it back until the parts came in.
  
  I can't speak for everyone there, but I think Amy? one of the service managers is actually one of the most horrendus people I have ever interacted with in a professional setting. She badmouthed about me to my own damn father. (We both bought vehicles there at the same time).
  
  I have made multiple complaints and attempted to make contact with the owner... NOTHING.

  Business Response

  Date: 05/01/2025

  Hello ******,
  We're sorry to hear about your recent experience with our service team and appreciate you bringing it to our attention. We sincerely apologize for the delay in scheduling your warranty work. At the time, our dealership was undergoing significant internal changes and unfortunately lacked the resources to complete the glass repair promptly.
  We're glad we were eventually able to complete the repair and provide a rental vehicle at no cost to you. Please know that we are addressing this matter with our team to ensure customer concerns are handled more respectfully moving forward.

  
  If there's anything else you need or any additional concerns you'd like to share, please don't hesitate to reach out.

  Customer Answer

  Date: 05/01/2025

  The work form that they posted was for the recall work that took half a year for them to address (by the end of last year mid to late Nov 2024).

  It is not for the current issue whereof them not responding to me about my home charger not working. The charger has a 2 year warranty (purchased in Feb of 2024 by the dealership). 

  They were contacted multiple times and there was mostly this response, "I don't know why my manager hasn't followed up with you."

  It was similar to what I dealt with last year trying to get the recall handled. I was first denied until my salesman advocated for me. NHTSA requires dealerships to facilitate consumers for recalls. Very odd when my first service reply was "we don't have a glass guy, you'll have to go somewhere else." 

  I want to be clear. What they sent a copy of was just advocating for themselves that they did a recall last year. It has nothing to do with my current issue of the charger failing.

  I troubleshooted with Ford over the phone innumerable times trying to get this figured out directly, and every time they ended up referring me to the dealership. 

  I don't understand why this happening. It isn't complicated. You test the charger, realize it isn't working, and get it replaced.

  My traction control isn't working properly. You hook it up and test for errors. If nothing shows, check the abs and other sensors. If it isn't mechanical failure it's programming. You send the lines of code out to get rewritten and someone fixes all the glitches in the matrix.

  This whole situation is mind boggling. About a year of being stonewalled by your own dealer. I feel like I bought bad **** and when I complain about it they just tell me that's how they can sell it so cheap.

  Don't start business with someone if you aren't going to be straight with them from the get go and follow up in an honorable manner. If they don't like me or my vehicle they just need to say so...

• Initial Complaint

  Date:03/20/2025

  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 brought my car in for 2 recalls. They said those were done as well as a MULTI POINT INSPECTION. I left thinking my car was ok. No lights had been on that I had seen, nor did they ever come on. 2 weeks later my car engine hissed and smoked. I immediately stopped and shut it. Had it towed in. Come to find out was out of oil. Poured some in and had it towed there. They are trying to blame me for lack of oil changes. They had my car which must have indicated something. They admitted they put Multi point inspections on everyone's receipt but don't do them all the time and did NOT do one on my truck. They told me they reprimanded the technician which doesn't help me at all. They let me out the door with no oil after telling me my car was looked at and ok. Make this make sense. My car is still under warranty and I want this fixed. They want to charge $800 to diagnose it. One hand they tell me they know what's going on. Other hand says pay for us to look. Again, they had my car and let me leave telling me that they looked at it, it's all good, but it wasn't.

  Business Response

  Date: 04/02/2025

  Hello,

  We understand your frustration regarding your engine issues, but we want to emphasize that running a vehicle for over 30,000 miles without an oil change can lead to severe engine damage, regardless of inspections. We have notified you multiple times saying your vehicle was due for an oil change. We have even asked for paperwork verifying you have had an oil change at another location so we could try getting this cover under warranty, and it was clear there was no paperwork because it has not been done. We've only had your vehicle in once for service in March 2024.

  Our team did review your situation, and while we addressed any internal concerns, the reality is that oil starvation can cause catastrophic engine failure. The cost estimate provided is based on industry standards for engine replacement. If you'd like to discuss alternative solutions, please feel free to reach out—we are happy to explore all possible options with you.
  

  Customer Answer

  Date: 04/03/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  

  In regards to the response of the dealership... I didnt buy my car until March 2024.  I then had an oil change a few months later at your dealership.  I did my own oil changes and have no receipts except for itemized items.  I told you this.  However, the fact remains that you had my car in for recalls and said you did a multi point inspection and its all set to go.  My vehicle was in with you and you let it out of your service department,  where it was working fine, and you let kit out with no oil in it.  Period.  There were no warnings on for me. no lights, nothing.  You could have prevented this had you DONE WHAT YOU PUT ON YOUR BILL....A MULTI POINT INSPECTION....Where CHECKING THE OIL is the first thing.   Apparently we were told that you put that you do these on your bills, but dont always do them. Which is CONSUMER FRAUD!! The service tech adviser told us the tech was reprimanded (for shoddy work) but that doesnt help me does it.  
  
  Regards,
  
  
  
  ******* *******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 04/03/2025

  We understand your frustration and concerns regarding your engine issues, and we want to clarify a few points.

  Our records show that we last serviced your vehicle over a year ago, at which time we did complete a multi-point inspection, including checking fluid levels. However, regular maintenance, including oil changes, is the owner's responsibility. Going a full year without an oil change or proper documentation of maintenance can lead to severe engine damage.

  We attempted to contact you multiple times regarding service, and your vehicle is also equipped with onboard alerts and OnStar notifications to inform you of low oil levels. Additionally, your spouse mentioned to our team that you were adding oil manually, which suggests the vehicle may have been consuming oil over time.

  We take our inspections seriously and do not falsify reports. If there had been no oil in your vehicle at the time of service, it would not have been running properly when it left our shop. However, an engine that is not maintained properly can develop issues over time.

  We understand this is a frustrating situation, and while we regret that your engine has failed, vehicle maintenance is a shared responsibility. If you would like to discuss possible next steps or alternative solutions, we are happy to work with you.

• Initial Complaint

  Date:03/14/2025

  Type:Product 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 brand new 2025 ***** ******* on 02/21/2025, on 02/23/2025 I went to go to the store and the car would not shift. I got out of the car and my driveway was covered in transmission fluid and the engine light came on. I had to have the car towed back to the dealership on 02/24/2025. Still till this day the vehicle is not fixed, there are broken bolts, and the torque converter is scored along with other transmission issues. I have talked to a few different people at the dealership informing them I do not feel comfortable ever taking this vehicle back because they sold me a broken car. I have reached out to the dealership manger and spoke to Chris last; he still has not got back in contact with me. I was informed because I drove the vehicle off the lot, I would have to trade the car in and take a loss, even though they sold a broken vehicle. I reached out to the headquarters in Rome NY and only received an apology email back for the misfortune. I attempted to email them again and still no response. I am now approaching the 1st car payment for a car I was able to drive for 1 day!

  Business Response

  Date: 03/31/2025

  We understand your frustration and sincerely regret the situation with your vehicle. Our team had to follow GM compliance guidelines to properly diagnose and repair the issue. We recognize how inconvenient this has been for you and appreciate your patience throughout the process. To help, GM will be providing you $1000 worth of GM points that you can use towards your payment due to the inconvenience. Our team will follow up with you about that. From our records, it looks like you have since picked up your vehicle on 3/24/25. If you have any further concerns, please don’t hesitate to reach out so we can assist you in any way possible. Your satisfaction is important to us, and we want to ensure you have a positive experience moving forward.

• Initial Complaint

  Date:01/28/2025

  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.

  Dec 2024 I took my 2025 ***** to the dealership, for both rear door trims peeling. They took pictures. Parts supervisor wanted to know if we were taking it through a car wash a lot. (We hadn't, but that shouldn't even be an issue), told me they would file the claim with *** and order parts. They called pieces had come in and scheduled an appointment for Jan 16. Scheduled an oil change same day. I checked in on the 16th, waited at dealership 3 and half hours, checked out and went to see new pieces. They were not installed!! I went directly back in and asked why they weren't put on, they said that's not what you were here for you were scheduled to get your grill changed. No you took pictures of our vehicle and everyone was coming out to look at it the first time I had it there as they kept saying we have never seen this. After waiting about another 30min, they informed us they mixed up our ***** with someone else's. Our parts still weren't in. Thankfully the grill was the same color as the one we had (that had nothing wrong with it) and they said well you can just keep this grill. After I got home and started thinking about it all, I started to question if they even changed my oil. The oil was changed but as I looked closer to see if filter was changed I saw a fluid had been leaking for some time. I immediately called them, as the technician had everything checked off as it was in good working order. They told me to bring it in the next morning.They found that the transfer case input seal was broken and had to order one and it had to be left there it was unsafe to drive and said this had to have happened on 15min drive home the evening before as the technician said it was good. The fluid was gummy and had been there a while. They did not have a rental vehicle for us until 3 days later. After many phone calls asking for status checks they informed me today that the technician is in hospital and they don't know when it will be fixed! 13 days later.

  Business Response

  Date: 02/18/2025

  Thank you for sharing your concerns, ******. We sincerely apologize for any confusion. It appears that during your visit on 1/16 for an oil change, there was a miscommunication regarding the parts that had arrived. Instead of the door trims, we mistakenly ordered the grille under a warranty claim due to the peeling issue.
  Regarding your oil change, our team would have identified any fluid leaks at that time. A transfer case seal failure results in excessive leakage, which was not evident when we initially received your vehicle. To prevent further damage, we advised against driving it.
  Unfortunately, no rental vehicles were available on the Friday you dropped off your vehicle, but we worked diligently to secure one for you by Monday. We understand how important clear communication is and will use this feedback to improve our customer updates.
  Additionally, unforeseen circumstances, including our technician being hospitalized, contributed to the delay. We appreciate your patience and understanding.
  As of today, 2/18, we still have the door trims on hand and ready for installation. The repairs for the transfer case seal were completed on 1/30, and we have not been notified of any additional repairs needed. Please let us know if there’s anything else that requires attention on your vehicle.

  Customer Answer

  Date: 02/19/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  If the parts are waiting to be put on my ***** then why haven’t I been notified with a phone call to set up an appointment. I had no idea they were in. The last we were told by dealership that *** was still trying to figure out how to fix the problem. Also why did they lie and say they ordered the wrong part for my vehicle when they blatantly told us the part was for someone else’s ***** and they mixed up the orders. They did not have our parts to fix our vehicle. I know it’s going to be a he said/she said at this point but I found the leak as soon as we got the vehicle home while it was in the driveway. I had transfer case fluid in the garage floor so I know it was leaking before it went to the dealership for service. I sent a message asking for an update on the parts.Regards,
  
  ****** ***** 

• Initial Complaint

  Date:12/10/2024

  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.

  I brought in my **** Tansit for a Check Engine light and my radio wasn’t working (my radio wouldn’t work but I could still connect my pandora to blue tooth). Paid $1,100 to have both fixed. Brought it home (a mile from the **** dealership) for the check engine light to come back on. My phone had automatically connected to blue tooth, so when the check engine light came back on I decided to try the radio, and that also was not working.
  
  They had told me they found a mouse nest but removed it and fixed the antenna (an “easy” fix they stated) but still wasn’t working for me.
  
  That was a Friday evening after they closed. Monday was Veterans Day so I called back Tuesday starting the check engine light is back on and the radio is still not working.
  
  They took my van back Thursday. Called me back and said a mouse must have chewed the wire again. I find that unlikely. I also paid them to remove the mouse, so they said they’d fix is but needed to wait for the part. As for the check engine light it was something else this time. A new cylinder and sparks. Ok I pay that. A week goes by waiting for the stereo parts only for them to call and say this “mouse” peed on my stereo and completely broke it. So now my radio and pandora don’t work and the mechanical stuff is fixed. Again, I pick it up after close (that’s what works with my work schedule) and I drive it home. Check engine light comes on a third time and radio won’t work at all. Pandora or stereo. I call again the following week (now we are in thanksgiving week) asking for a refund because I refuse to bring my van back there, I don’t trust them. I go in and speak in person with the manager Gary the Monday after thanksgiving he said now it’s a Caryl’s issue and tries to get me to get it serviced and I said absolutely not. He said the first issue caused misreading but when asked why the second time it didn’t show sparks and cycle we as well as catalyst he said “well I can’t explain that” it’s been a horrible experience.

  Business Response

  Date: 01/03/2025

  Hello *****,Thank you for sharing your detailed feedback. We sincerely apologize for the challenges you’ve experienced and the frustration this situation has caused. Your concerns are very important to us, and we regret that we did not fully meet your expectations.After reviewing your situation, we understand that multiple issues have arisen with your **** Transit, including the check engine light and radio functionality. Unfortunately, the check engine light reappeared due to entirely new issues after our initial diagnostics, which we performed at no charge to you. It appears the P0420 catalytic converter failed. Additionally, we discovered a rodent infestation, which caused further complications. Once the nest is removed, and we are offering to repair subsequent damage at no cost once the issue was resolved. This is mentioned in the notes attached.We can assure you that we addressed all the problems you authorized us to repair. However, due to unforeseen circumstances, additional issues arose during the process. At this time, all authorized repairs have been completed, and the vehicle is functioning properly following our work.We value your feedback and are committed to providing better service in the future. Please don’t hesitate to reach out if you have any further concerns.

• Initial Complaint

  Date:08/15/2024

  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.

  I bought a vehicle in January from this dealership. Within 2 days I had sensor faults popping up on the dash. I have taken the vehicle back to the dealership 6 times and they still have not been able to fix the issue. With them saying it was fixed each time. Now they’re trying to tell me it’s not covered under my warranty and want me to pay almost $3k to fix it. I will never buy another vehicle from this place.

  Business Response

  Date: 08/16/2024

  Hello ******,

  Thank you for taking our call and giving us the opportunity to help make this right. Like it was mentioned, unfortunately **** declined the repair but we are going to help take care of the repair for you. Thank you for bringing this to our awareness and we look forward to helping remedy your concerns.

• Initial Complaint

  Date:06/18/2024

  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.

  I purchase a 2020 **** ****** from Davidson **** in Watertown , Ny on Dec 19th 2023. Less than 90 days later the door broke (the arm bracket broke and the window would not roll down.After contacting Davidson numerous times I was informed that they were waiting on a recall so Now fast forwarded to June 2024. I was contacted by Davidson who informed me that they needed me to come up so they could take pictures and order the parts. I was contacted again by Darlene at Davidson informing me on June 18th that the parts were in and that it would require a week to fix my car because they had to take the door off and repaint it to match. I explained to them that I work full time and would need a rental if they were going to hold the car for a week. I was told that they are out of rentals but that she could put a note in. I explained to her that as it was I could have them come pick up the car on July 1st because I was not working that week and I again asked if they could see about offering me a rental for a day or two during this time while they were fixing the car. Darlene stated that she would make a note of it but could not say. I explained to them that since the time I purchased the car I have been inconvenienced as not being able to use the window and fear of the door breaking off. Now they want me to not have access to any transportation for over a week. Finally I relented and stated that they could come get the car on July 1st 2024 pick up at my home and that it would be returned by the 5th. This would force me to spend my whole vacation at home and not be able to leave. No sooner did I hang up with Darlene nad I got a text message from Davidson **** stating that they were going to pick the car up on June 25th. This was not agreed upon we said July 1st. Now they want me to go 2 weeks without a car with no rental. I have never seen such poor customer service in my life. I made a car purchase and less than 90 days later the vehicle was defective

  Business Response

  Date: 06/27/2024

  Thank you for taking the time to share your experience with us. We understand that the window and door issue has caused significant inconvenience, especially after just purchasing your vehicle. We want to assure you that we are committed to resolving this matter and have already scheduled the necessary repairs.As promised, Darlene noted your need for a rental vehicle, and our team has followed through by arranging one for you. You should have already received a call to confirm the rental for the week.If you have any further questions or concerns, please don't hesitate to contact our service team. We appreciate your patience and understanding as we work to resolve this issue.

• Initial Complaint

  Date:05/17/2024

  Type:Billing 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 am writing to address an issue concerning services rendered and charges applied to my F250 **** serviced at Davidson **** of Clay, Liverpool, NY on April 3, 2024 My vehicle was initially submitted for an engine light diagnosis and an oil change service. Additional services were recommended by the dealership resulting in high cost repairs. The check engine light resulted in a full tuneup which included plugs wires and coil packs. In addition there's a four wheel alignment done on the vehicle along with suspension repair, which resulted in ball joint replacement. Also, in the differential on the rear pinion seal was indicated that it was leaking and had to be replaced. Total labor resulted in cost of $3632.30 All this work was done within an eight hour time frame. The vehicle was dropped off on the evening of April 2 of 2024 and picked up on April 3, 2024 parts come out to be $3591.20. Both labor and parts were excessive and I feel unreasonable resulting in unfair inflated pricing. With the vehicle being worked on and completed in one 8 hour work day labor averages to $454.00 per hour, that is unjustifiable. Total cost labor, parts, taxes and a ($234.04 surcharge for paying bill with credit card) resulted in charge of $8035.42

  Business Response

  Date: 06/05/2024

  Hello, and thank you for reaching out. We appreciate your feedback and are committed to providing clarity regarding our pricing structure. Our team operates on a 'flat rate' pricing model for service jobs, which aims to optimize service quality, enhance performance, and minimize turnaround time.In the interest of transparency and customer satisfaction, it's important to note that we are obligated to adhere to industry standards and warranty rates when quoting our services. During our recent evaluation, we compared our initial quote, based on warranty rates commonly applied to larger trucks, with the rates provided in the *** **** book.After consulting with our General Manager, Jeremy, and conducting a thorough price analysis, we have identified that the *** **** book rates would have been more advantageous for you, our valued customer. As a gesture of our commitment to fairness and excellence in service, we will be issuing a reimbursement of $702.82 to address your concerns.Moving forward, we will ensure that our advisors consider both warranty and *** **** rates when providing quotes, to ensure each customer receives the most favorable pricing option tailored to their needs.Please inform us of your preferred method for processing the reimbursement—whether through ******** points for immediate use or by a mailed check.Thank you for your understanding and continued support.

  Customer Answer

  Date: 06/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Your flat rate pricing model does not optimize service quality nor enhance performance it's just inflated pricing.  $3632.30 labor fee for 1 day in shop is again inflated pricing and does not mirror your hourly labor rates posted.  Regarding adherence to industry standard warranty rates are excessively over inflated.  Also charging a surcharge of $234.00 for using a credit card to pay bill is unacceptable as this is the standard norm payment method.  This is price gouging and should not be tolerated.  What would be acceptable is refund of $1816.00 labor overcharge and refund of $234.00 surcharge for using credit card to pay bill. 
  
  Regards,
  
  ***** ********

  Business Response

  Date: 06/17/2024

  We appreciate your feedback and apologize for any inconvenience you've experienced due to our standards. We're committed to making things right and would like to offer a reimbursement of $702.82 to address your concerns. Additionally, we'll refund the credit card fee that was applied to your transaction. Please note that for all future transactions, we offer a cash price option on debit cards. Please let us know if you'd like to move forward with this and our team will mail out a check this week to you. 

  Customer Answer

  Date: 06/19/2024

  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. 
  
  
  
  Regards,
  
  
  
  ***** ********