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:05/07/2024

  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.

  On April 13th was told needs over $1200 in work on oil system. Payed for parts and haven’t heard anything as of yet. Called yesterday they have parts n don’t know will call back and never did.

  Business Response

  Date: 05/08/2024

  In response to the complaint, we are working with ***** to get his mother's vehicle in Thursday, May 9th. Unfortunately they were not called when the parts arrived to make an appointment, causing the delay. We spoke with ***** yesterday that the parts are here and we apologize for the inconvenience this caused. Our management team is aware of the situation and keeping an eye on the visit to make sure things go smoothly for them.

   

   

• Initial Complaint

  Date:04/24/2024

  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.

  My daughter's and my care was taking in to get a fuel induction cleaning, when I made the appointment i specifically stated that an oil change was required after the cleaning and to do that as well. They did the oil change first and then the cleaning. I asked them why they did this, their response was it is not a required procedure afterwards. Then when I explained it was in a service bulletin they stated it was an old bulletin. I then found the updated bulletin from ** stating "Change the engine oil and filter, and advise the
  customer to only use one of the *** **** Gasoline
  locations listed at ************************* and/or
  in the latest version of Corporate Bulletin Number
  05-06-04-022 to minimize future deposits. It can
  also be recommended to add a bottle of ** Fuel
  System Treatment Plus at every oil change as
  mentioned in the latest version of Corporate
  Bulletin Number 04-06-04-051"
  Even after telling them this they still denied refunding the oil change cost, and if I wanted the oil change after the cleaning I should have said so, which I did. I am sorry I didn't know I needed to do their job for them.
  Additionally the receipt from the dealer states oil change recommended. Now why would you recommend it after the cleaning. Which it was there in the first place to get it that way but they failed to follow **'s procedures.

  Business Response

  Date: 04/25/2024

  BBB spoke to the business and the following was relayed:

  This is being resolved. I spoke with the customer today and a check for the refund for the oil change requested by the customer has been issued and is available for pickup.

• Initial Complaint

  Date:04/16/2024

  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.

  Brought my vehicle to Davidson Chevy in Rome, Ny in February due to a check engine light giving a code for front converter. Davidson claimed they replaced the converter when I picked up my vehicle. My check engine light continued to come on. I brought it to a different mechanic who assured me the converter was not replaced. I contacted Davidson and sent the manager pictures of the converter. He agreed the converter had not been touched. He told me he didn’t know what happened and they must’ve put the converter on the wrong vehicle. They also would have noticed the resonator is completely rusted while changing the converter. This was not mentioned to me either. I have text messages of our conversation where he states and agrees that they did not replace the converter. Receptionist was extremely rude and condescending when I originally called. The manager has zero logical reasoning for this. They were paid through the warranty and did zero work to my vehicle. The manager offered to “make things right” but I am extremely hesitant to bring it back there without an answer as to why it was not replaced.

  Business Response

  Date: 04/22/2024

  BBB spoke to the business and the following was relayed:

  The customer is scheduled back in for a service appointment on the 24th.

  Business Response

  Date: 04/25/2024

  BBB spoke to the business and the following was relayed:

  The customer did show up today and we are going to replace the converter and leaking flex pipe/resonator as desired by the customer.

• Initial Complaint

  Date:03/26/2024

  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.

  Had a friend drop my vehicle off I am currently deployed overseas. Brought in my 2016 ******* gt premium for a parasitic draw, vehicle was misdiagnosed multiple times at my expense, then vehicle was damaged by the dealership’s negligence, dealership is covering the body shop and put me on a list for a loaner vehicle I get from deployment around April 4-7 hopefully it’s been a rough 9 months in Syria, I have been blown up, shot at, the one thing I was looking forward to was driving my vehicle and now I cannot due to the dealership’s negligence, I would like compensation for the diminutive of value now that the VIN will have damages attached to it and the fees reversed for the misdiagnosis if possible.
  
  First they said it was a fog light wire they taped up and said it was fixed, then they said it was alternator i paid to get that diagnosed then elsewhere to get fixed, then they said it was the BCM I paid to get that fixed the issue still persisted then they said it was the instrument cluster after I paid that it was fixed no more parasitic draw, then they tell me an excuse that the vehicle was left outside and damaged by wind, I think they drove it the hood came up and now vehicle is awaiting a body shop which it still is not in yet.

  Customer Answer

  Date: 04/19/2024

  Called the consumer and they stated that they picked up the car and took it back and the business is taking care of it. 

• Initial Complaint

  Date:01/19/2024

  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 am loaning a truck through Davidsons. It has been in the shop 3x for the same issue. I should not have to pay this months payment since I have not had my vehicle.

  Business Response

  Date: 02/01/2024

  Hello,We understand the frustration of having to make payments when your vehicle is in the shop for a period of time. Our service manager has worked with GM to cover your payment for the month. A check has been cut and mailed to you. Please reach out if you have any questions. 

• Initial Complaint

  Date:11/28/2023

  Type:Product 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.

  March 10-11 of 2023, I brought my vehicle into Davidson **** 18621 US-11, Watertown, NY 13601 for an inspection. During the inspection the technicians found an issue with a warrantied part so I gave permission to fix the issue. Assured me that the vehicle would be done in 24 hours. Next day I receive a phone call saying that a part needed was not available until the next day. Allowed for the next day and again am told the part wasn't going to be in for a few days. I had to go back to New Jersey with my family the next day and was forced to purchase a rental car out of pocket as the dealership informed me they couldn't give me a vehicle for loan. I spent $417.90 out of pocket on the vehicle for a ONE-WAY trip. Asked the service manager and he promised me a refund would be given. It is now November 28, 2023 and multiple emails later and not a lot of responses, I have not gotten my money back. On top of that, when I went to the dealership to get my little girls car seat, they told me I couldn't go back and grab it and to "deal with it" and there was nothing they could do for me. Completely unprofessional and lack of integrity on their behalf.

  Business Response

  Date: 12/14/2023

   Good afternoon,Thank you for taking the time to reach out about your recent visit. After discussing with our management team, we have agreed to reimburse you for the repair issues you experienced. We were confident in ****'s willingness to help a valued customer with the cost of your rental. They have failed us and you, so we will financially cover your rental vehicle of $413.90 at your earliest convenience, please give our service manager, Brian M******* a call at ###-###-#### to complete the reimbursement process. Thank you and we're sorry for inconvenience this has caused.

  Customer Answer

  Date: 12/15/2023

  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,
  
  
  
  ***** ****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:10/08/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  8/19/22 I purchased a used 2017 ***** ******* from Davidson Automotive Group in Liverpool, NY at 56,620 for a total purchase price $29,373 from a Mark R***. I purchased a 24-month service contract through FORESIGHT for $3,000. The car did not have an inspection completed and there was no inspection sticker on the windshield.
  
  I have taken this vehicle in for service 5 times in the past 12 months, the first occurrence was 8/22/22. The steering made a shuddering sound when turning. The issue was not repairable immediately and would require a special order, which was not placed because they didn't have a rental for me. Finally, on 9/30/22, I dropped off the car at Davidson, but was not given a rental until 10/5/22. They had it from 9/30/22 and 11/29/22. It sat at Davidson for over 2 weeks until 10/24/22, when it was finally transferred from Davidson to ************ Dodge Ram to be serviced. It was serviced from 10/24/22 until 11/29/22 trying to repair the ABS light issues and the noises coming from the engine area and steering issues.
  
  Total repairs costs were over $7,129.11. The issues were not fixed and the next time it was taken was 3/9/23 because I had to wait. Dealership sent me back to ************ Dodge. They fixed a speed sensor that they claimed was a problem, but it did not fix the problem. I was charged for this service.
  
  Car failed Inspection 8/15, I took it back in on 8/15/23. The issues that caused the failure are the same issues it's been repeatedly serviced for and never fixed. I took the car to ************ Dodge on 8/28/23 instead of to the Dealership and they falsely passed my vehicle for inspection on 8/30/23 without doing any work. The remaining issue to fix the power transfer unit that is leaking fluid, they are trying to make me pay $2,885 for. The ABS light is still on and has been since September of last year and they have stated several times my car is not safe to drive, but will not help me in fixing it.

  Business Response

  Date: 10/19/2023

  Hello,

  We do understand the frustration this is causing and we're trying out best, as well as ************ Dodge Ram to help remedy the concerns. We understand you've been working with our General Manager, Jeremy M**** to work towards a solution. We are continuously working with the warranty company, Foresight to see if they'll cover the issue. We have discussed with ************ Dodge to help reduce the expense of the bill and we too are willing to help. 

  Business Response

  Date: 04/22/2024

  BBB spoke to the business and the following was relayed:

  This is currently in the process of being resolved. We are reimbursing the customer for some of the mechanical issues that were done.

  Customer Answer

  Date: 04/26/2024

  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.
  
  
  The business Davidson Ford of Clay's response to resolve the matter is not true as the company has not reached out to me to resolve anything and I have not received any type of reimbursement the company is claming. The business has given me the run around many times over the last year and a half. They should be responsible for all repairs needed at this point as I have made it very clear about the fraudulent practices since the date of purchase. I am going to pursue legal action at this point, enough is enough.
  
  
  
  Regards,
  
  
  
  ****** ******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/18/2023

  Type:Billing 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.

  Paid $2,100 for platinum extended warranty
  I was told no $100 co pay with this plan
  
  On 1st scheduled service appointment
  They wanted me to pay $69 for diagnostic
  Service charge for EACH issue
  I left after manager said they need to get paid if not by warranty than by the customer
  Before diagnostics you have to sign that you agree to pay
  
  Terrible experience, i believe their extended warranty program is a scam

  Business Response

  Date: 08/28/2023

  Hello ******.

  There seems to be some misunderstanding as to what was explained about your warranty. We understand you spoke to our service manager, Scott D*********e, and our finance manager, Ed K******* and both went into full detail that no payments were to be collected during your first appointment. As they both stated, a diagnosis must be performed to determine the cause of failure. Once the cause of failure is determined, we then contact the extended warranty for approval. If approval is given for that repair, the customer is only responsible for the deductible, if applicable, for that repair. If an item is determined by the extended warranty to not be covered, the customer would be responsible for the diagnosis fee as well as any further costs of repair. 

  With your Platinum Plan, you do have a disappearing deductible and on page 5 your contract lists several exclusions to the coverage. We can not determine how the "loss" occurred until a diagnosis is made which determines the cause of failure. So to make customers aware, we have to quote you a diagnostic fee if the warranty does not cover the repair. We hope this is able to clear up any frustration and concerns that you have. If you have any questions, please give our customer experience manager, Alekzandra a call at 3***********.
  

  
  

• Initial Complaint

  Date:07/07/2023

  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 2020 **** **** on 2/4/2023, in March the horn kept going off after I set the alarm, called local dealer, ******* **** in Norwich on April 12th, they looked at it on April 21st for hood latch, they also found $1900 worth of unwarranted repairs, the problems were the rear brakes were shot, back tires were barely legal and left front strut was leaking. They gave me an estimate on fixing the struts. I took the truck back to Davidson and they replaced all of the tires and fixed the rear brakes but said the left front strut was not leaking. I took it for an oil change to ****** Motors and they said that the left strut is still leaking. They gave me an estimate to fix the struts as well. Davidson **** is neglecting to fix the strut problem stating there is no leak when two other dealers are telling me the strut is leaking. I put over 444 miles on my two vehicles taking it to the dealer that I bought it from only to have the problem still remaining. I would like them to fix the problem.

  Business Response

  Date: 07/24/2023

  Called business and this was relayed: We are working with the consumer to resolve the issue.

  Customer Answer

  Date: 07/28/2023

  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.
  I just got off the phone with you and I want to keep my claim open against Davidson **** of Clay in Liverpool, N. Y. I texted with a Michael from there on Monday of this week. We came to an agreement that my truck would be delivered to Davidson Monday the 7/31. You will see the texts from each of us. Today I get a text from Brandi from Davidson saying my truck is scheduled to be worked on 8/22/23. I texted her back with all the information you are getting now. Thank you for your time and cooperation!
  
  
  Regards,
  
  *** ******

• Initial Complaint

  Date:06/22/2023

  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.

  Purchased 2020 ******** on 5/19/23. Got it home&found a deep scratch on RR and RR muffler was not even connected. Called dealership 5/20/23. No call back from Matt R. by closing time so I emailed him and text him to call me immediately Mon 5/22. He said they would take care of everything&see Anthony in service. 5/23 went to service, broken muffler hanger. They had to order it&send an estimate to sales for approval of scratch repair/paint. A week goes by, part came in, estimate approved body shop to contact me. I ended up calling on 6/5& could not get ahold of body shop. Emailed Matt, body shop called me w/i 5min. Said to drop it Mon 6/12. 6/8 tire alert, RR was 22lbs(same area w/all issues). Made Anthony aware& asked to give it a complete once over as I did not believe the car was ready.6/12 I got a Toll Bill for the license plate they issued me on 5/19 with the car for tolls in April.1 month before I was given the plate&bought car! May tolls prior to 5/19 purchase were charged to my ** **** acct. Pic of plate was a **** truck, maybe a superduty. So I had to appeal, etc. Meantime, no updates on car status even when I text Matt for a pic of my reg so I could get it to Toll By Mail&** ****.6/12 dropped off, 6/16 I call&service can't tell me if my car is there.Anthony was out.Called body shop, said it went to service 6/15&they would have someone call with status.NO CALLS. I call AGAIN, finally get a Jeremy who turns out to be the GM. I tell him everything.He said he would locate the keys&let me know if it was ready. I signed a service doc on what they did, but did not get a copy. Said plate was issued to another vehicle&due to insurance issues had to be returned&they have to use them in order so lucky me I was next in line. The car was not clean, all Jeremy could do was apologize.I don't trust the vehicle is inspected properly&I'm worried it's a lemon. I now need to bring it to another dealership to have it checked out. It's still under factory warranty.

  Business Response

  Date: 06/28/2023

  Hello ******. Thank you for sharing your experience and providing us this information. After looking over your complaint and speaking with the General Manager Jeremy, it appears we have taken care of the muffler, the paint and tire alert concern. We do apologize for the frustration that the ** **** charge has created for you. Jeremy has mentioned you spoke to him on a few occasions about this and we are absolutely taking care of the charge after you hear back from NYS. Unfortunately at this time, due to there are no other concerns and all have been handled, we will not be taking the car back. We understand this can be frustrating, but your vehicle is ins great condition and just had few mishaps that were handled. Please reach out if you have any further concerns.

  Customer Answer

  Date: 07/01/2023

    
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  I am rejecting this offer because I have resolved my own issu  I am rejecting this offer and request further action from ******** ****. I did not receive paperwork promised to me by Jeremy on the work that was done. I did not receive any followup on the offers Jeremy presented to me. He offered complimentary detail and I also requested a full **** multi-point inspection of the vehicle. As with everything in this experience, there is zero communication and followup.  I
  took it upon myself to trade the vehicle in for another. I request further action from ******** by issuing me a refund on my extended warranty. I emailed the attached files to ***** ********* in finance at ********************************** to requested my pro -rated refund of the extended warranty that was purchased and has now been paid in full. Prior to emailing this paperwork I called ***** and left a voicemail and did not receive a call back. My final request to resolve this issue is to send me a check for the refund of the extended warranty that I bought. Proof of sale is attached and if further documentation needs to be provided, please let me know. 
  
  Regards,
  
  ****** ******

  Business Response

  Date: 07/05/2023

  Yes, we have been in contact with you in regard to refunding you the remainder of your warranty. We have submitted to document that you signed and now it is in the hands of our warranty company. Receiving your refund could take 30-60 days.

  Customer Answer

  Date: 07/09/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  
  
  Regards, 
  
  ****** ******