Complaints

This profile includes complaints for Transitowne USA, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Transitowne USA, Inc. has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Transitowne USA, Inc.

  7408 Transit Rd Williamsville, NY 14221-6019

• 

  Transitowne USA, Inc.

  4692 W Ridge Rd Spencerport, NY 14559-1522

• 

  Transitowne USA, Inc.

  3160 Transit Rd West Seneca, NY 14224-2577

• 

  Transitowne USA, Inc.

  2989 Transit Rd Elma, NY 14059-9691

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:11/13/2023

  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.

  I was going to purchase a truck from Transitowne *** and I put 1,000 dollars down via debit card. This was on November 6th 2023. I received an email the next day with an apology that they couldn’t do business with me and noticed they kept placing hard inquiries on my credit report. I called to ask why and get my money back and they gladly apologized and said a refund would be issued that day. They haven’t returned my refund and keep
  Claiming my bank must of lost it and that corporate was notified and nothing they can do at this point. Mike R***** the finance manager said he emailed and did everything he could but my 1,000 dollars was lost apparently. I am requesting my 1,000 dollars be refunded immediately as I did not buy your truck or receive any goods or services. Thank you

  Business Response

  Date: 11/13/2023

  Mr. ****,Please see attached refund receipt, the money was refunded back to your account on 11/07/2023 from us. It does takes 3-5 business days for the money to be credited back to your account from your bank. If you have any other concerns please give me a call at ************ ******** Sincerely, Kyle T****** General Manager

  Customer Answer

  Date: 11/13/2023

  My bank says that the refund was issued and then canceled, so when they issued the refund they canceled the transaction before it posted or cleared. So my account was never refunded. I had to file a new claim with **** ** ******* claim # ************, I also spoke with Kyle from transittowne and he said he will email corporate again to find out why this happened. I believe that they are doing this to be rude because I did not purchase their truck and went to a competitor. My bank has done all the research and they said this transaction was 1000% canceled by transittowne

  Business Response

  Date: 11/28/2023

  ****,According to our corporate office and credit card servicer, everything has been returned to your account ending in ****. If you have not received it as of yet, can you please email me at ************************ or give me a call at ************ ******** Sincerely, Kyle T******General Manager

• Initial Complaint

  Date:09/15/2023

  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.

  On September 7, 2023 Transitowne installed a Wireless Ignition on my 2011 **** ***** ******** and charged me $950.04 for this part and service. The week prior they had changed my fuel pump and that was not the problem so I asked "what are we going to do about the fuel pump?" and the service person said there would be no charge. When they billed me for the Wireless Ignition the Part cost on the invoice was $317.10 and the labor was $556.50. On that bill appears "replace Fuel Pump" right in line with the $556.50 figure. I asked why was this on there, you told me there would be NO CHARGE for the fuel pump? He said that was the labor for installing the Wireless Ignition. He also indicated it was because they had to tear the whole dashboard apart. I thought this was stange and also thought the charge was too much, but I had to go so I just paid and left. We were going out of town for the weekend.
  After returning home I did some research on line and found that the HIGHEST cost of the ***** Original part I could find $234.00. As for the labor it showed the cost should be between $248-$292.
  I sent the 2 Items attached to the dealer to support my claim that I felt I was overcharged and have yet to receive a response. A few days later I also informed them that I would be filing this complaint and still did not receive a response.
  Thank you in advance for your help in this matter.

  Business Response

  Date: 09/19/2023

  Mr *****,          I will call you to resolve this matter.  I believe there was some communication failure on our end.     Rob *******

  Customer Answer

  Date: 09/19/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  The respones is a non-response at this point. It refers to them calling me and that has not happened yet. That being said I do not know at this point how Transitowne intends to correct the situation so I can not close the complaint at this time. I will be happy to take their phone call and hope to resolve this issue with them.  
  Regards,
  
  ******* *****

  Business Response

  Date: 10/03/2023

  We sent a refund via certified mail to the customer.  They should receive within a few days

  Customer Answer

  Date: 10/06/2023

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

• Initial Complaint

  Date:09/06/2023

  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 went in for a coolant flush at transitowne *** a few weeks ago. Noticed my splash guard was loose. Ordered an oil change and ask them to fix that. On the way home the fix if you want to call it that fell apart and the bottom splash guard was scraping against my tires which was definitely a hazard I call them to try to get them to fix it and they tell me they could charge me for something they broke.

  Business Response

  Date: 09/07/2023

  Mr. ************** car was serviced on 8/11/23 on 9/1/23 his car was serviced again, On 8/11 his car failed NY state inspection. He declined our shop making the repairs.  Mr. ************ had someone else make the necessary repairs to pass inspection before returning to our shop on 9/1.  When he came in on 9/1 the shield was torn, and hanging down. The shield is made of fiberglass and overtime becomes weak; from water, snow etc and damages easily. We did attempt to reattach it at no charge; unfortunately the new screws didn't hold the shield once the car was driven. The shield was beyond repair.  We recognize this is an expensive repair. To help with the expense of the repair we will waive the $159 charge to install a new shield, and sell him the shield at our cost. He can call me @ ************* **** and we can set this up.  

• Initial Complaint

  Date:08/07/2023

  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.

  This dealership has serviced my vehicle six times for the same issue with the breaks. There is a metal on metal sound coming from breaks when stopping that makes me feel unsafe. The dealer has attempted to fix this 6 times now and the last time they had my **** for 12 days and I got it back this past week Friday with the exact same sounds coming from breaks. Clearly they can not fix it after all these attempts and I want to return the vehicle! How many attempts to fix this does the dealer want? I have also reported this to **** directly as well as National highway traffic in safety administration..when I call the dealer now I just get sent to voicemail as it feels as though they are avoiding me. I will hire a attorney next for anxiety and stress damages in the event there is not a resolution. Not sure if this falls under the lemon law in NYS but if it doesn't it should. At one point the manager AJ advised me they would get me out of this problem **** but then wanted down payments and it was gonna be a Financial loss to me and that is completely unacceptable. They tried to charge me a higher then agreed upon price when I purchased the ****. Promised a full tank of gas and when I left I noticed it was not done and had to drive Ray the sales guy to fill up tank amd give him a ride back to dealer. Just a completely horrible experience. Also was told new breaks and rotors all the way around and was only new on the back and now the nightmare continues with the breaks. I don't think I'm asking for to much when wanting the breaks fixed correctly with out the unsafe break noises or return the ****. I have enclosed last 4 break job paper work and I have all the documents but just need to get them together. I will say the dealership has made it look as though they want to fox this issue the problem is they just can not seem to get it right and i not not keep going through this stress

  Business Response

  Date: 08/09/2023

  We have been in contact throughout the entre process with Mr *******. We last spoke on 8-7-23 giving him an update on the rental car we are arranging for him.  The intermittent brake squealing is common in newer, semi-metallic brakes. We had our service director and shop foreman both drive the vehicle to insure the vehicle is safe to drive and fully passes New York state Inspection requirements.  We have replaced his brakes and rotors and will continue to diagnose and repair until Mr ******* is satisfied. 

  Customer Answer

  Date: 08/10/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  If the issue does get fixed in timely manor I would be fine with that but this will be my 7th visit for the same issue. With that being said when is enough enough?  It is not just a squeaky break!   This should not be happening at all let alone the day after I pick up the **** after being in your shop 12 days.   It is unacceptable.   Is 12 tires enough?   18 attempts to fix it?   How about 45 attempts?    This is ridiculous and if you can not fix the vehicle correctly in reasonable amount of time you will need to come up with a better solution or I will simply have my lawyer handle the issue.   Not trying to be rude be you would think after all these visits the issue would be resolved.   I refuse to drive and pay for a new vehicle that can't be fixed so it does not sound like a train when I stop.   Furthermore the people who can't fix it are the ones telling me it is safe.  Well I don't fell safe when my vehicle sounds the way it does 
  
  Regards,
  
  **** *******

  Business Response

  Date: 08/14/2023

   We will be reaching out to him today to look at the brakes again.  We have a loaner vehicle set aside for him

  Customer Answer

  Date: 08/14/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  My complaint will be resolved when the vehicle is fixed correctly or the take the vehicle back for a full refund because they can not fix it correctly!   I will follow up if and when the issue has been resolved.   Until then the complaint will stay open.   This is the 8th time they are attempting to fix the issue. Perhaps they need a different approach because all previous attempts have had the same result which is unacceptable.  I certainly hope they can get it right this time so this nightmare can be over  
  
  Regards,
  
  **** *******

  Customer Answer

  Date: 08/14/2023

  Hello I'm not sure of all the nys lemon laws.   All I know is the dealer had tried to fix my car 7 times with the same result of not being fixed and car feeling unsafe for me to drive.   I want them to fix it right or refund me for the car or get me in a different vehicle same make and model with no cost to me 

• 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.

  We went to transitowne ***** on 6/9/23 because the check engine light went on. We paid for their services and went to leave and the check engine light went back on. We were told to bring the truck back in on 6/12/23 to be looked at again. We brought it back in and were told they fixed the problem. We paid $636 and again went to leave when the check engine light went on again. Rob M******, the fix manager, promised in a text that he would refund the money which he has not done and it has been about one month since this happened. His number is ************. Their is his cell number.

  Business Response

  Date: 07/24/2023

       I apologize for the delay.  A check was issued and you should see soon.

  Customer Answer

  Date: 08/04/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   
  The company I filed the complaint about has still not sent a refund check 
  
  Regards,
  
  ******* ********
   

  Business Response

  Date: 08/07/2023

  We apologize for the delay however the check has gone out certified mail. You should receive it within a few days. Thank you

• Initial Complaint

  Date:06/26/2023

  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.

  Date of transaction 5-13-2023 2019 ******* ***** ***. Passenger side paint under tire well front and back paint on passenger foot rail. Dent passenger side lower cab and upper cab rusting from water need to be repainted and I also replaced two mirrors out my pocket on the ***** *** that was damaged order number for the mirrors ***************** purchased from ****** price$285.78 would like to be reimbursed. I shouldn’t have to pay for anything on the truck especially wen the truck is 50,000 in total. No contact from dealer in over a month and it’s frustrating thank you very much

  Customer Answer

  Date: 06/27/2023

  Transit towne location **** transit rd williamsville NY 14221 

  Business Response

  Date: 07/06/2023

  After speaking to Mr.****** *********** ***** is willing to re-imburse him for his mirrors in the amount of 285.78. Also to continue to remove the paint from wheel wells liners. This is a good faith gesture to try and correct issues the consumer has. The vehicle in question was purchased as a used vehicle and *********** ***** is not going to correct body defects such as dents or rust. It is ************' position Mr. ******* was able to inspect and drive the vehicle in question before committing to purchase.

  Customer Answer

  Date: 07/07/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
   
  Regards,
  
  ****** ******

• Initial Complaint

  Date:06/19/2023

  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 took my car in for a recall. I get it back when we went to turn it on the next day we have all these messages on the dash board. The car locks. Would not turned on. I call them they say bring it in. I had to have it towed on sunday to be checked on Monday. I get a message from bryan stating I have to pay 150 for diagnostic test. I said why do I have to pay when someone messed up the computer system. So they had run the diagnostic and now say its the battery that its low. Let me remind you the car had no issues. I call back to ask how much for battery he said 440 dollars. I am so over this situation. They need to take responsibility and return my car in the condition I gave it to them. I have no fault in whom worked on this vehicle and did something incorrectly including draining this battery. And so you see I was trying to work with them but I don't need a battery made of gold. I am about to get a lawyer. This is ridiculous.

  Business Response

  Date: 06/21/2023

  I spoke to the customer on Tuesday and we resolved the matter  The vehicle was picked up from the dealership after a recall was performed.  The following day the vehicle did not start and it was diagnosed by the tow truck operator that the battery failed.  Because of the low battery it triggered a lot of warning lights.  After speaking to the technician, he did not disconnect the battery so it was not affected by the repair.  Possibly age or the warmer weather as the battery was over seven years old. Once the vehicle was returned to Transitowne, a battery test was performed and the print out illustrated a 10.4 voltage.  The vehicle requires an AGM battery which is more expensive, but the premium battery quoted was unnecessary and an original equipment MOPAR AGM battery was installed by Transitowne for $290 including labor.  Much less than the original quote. The customer was very pleasant with me, and I apologized for our new employee who should have worked with the customer's concerns and I agree with the customer that the quote was excessive for a battery replacement with a diagnostic charge that should have been waived. I appreciated that the customer allowed us to make it right. Doug I******* Vice President  Transitowne.

• Initial Complaint

  Date:05/19/2023

  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.

  On May 16th at 3:30 p.m. I brought my 2016 *** **** to this dealership for an oil change, tire rotation, and to have a squealing noise checked out. My brand new wheel lock key was in the center drink holder.
  I was shocked that the price of an oil change had tripled since I'd last been there in 2021.
  Alberto and Frank tried to upsell me on having the filters changed and seemed very annoyed that I didn't agree.
  Frank then told me that the tires didn't need to be rotated.
  I was given my car back and had started driving north on rt 20 when I realized the wheel lock key was no longer in the drink holder. The brand new wheel lock key which wouldn't need to be used on my brand new tires was removed from my vehicle even though, according to Frank, my tires didn't need to be rotated.
  I called immediately and told them they had my key. They denied it. I told them I wanted my key back. They said to just come back to the dealership. When I pulled up, a tech named Terry walked out and handed me my key without a single word.
  I drove 1.9 miles to Wegmans to do some shopping, opened the trunk and discovered the right side cargo hook on the floor of the trunk instead of attached as it had been. The inside of the car appeared slightly damaged and there was a sharp, bare screw sticking out. Quick work for a man with a tool, impossible for a disabled woman like myself. In fact, I can only lift about 4 lbs.
  I called the dealership again, very upset about this spiteful damage to my car. I talked to Kyle, the General Manager. He promised to fix the damage at no cost to me.
  Kyle has since reneged on this promise. His latest offer is $20 to cover the part. This repair will cost $200! His stance is that they didn't "need" to go in the trunk.
  It's true, they didn't "need" to damage my vehicle! They didn't "need" to take my wheel lock key out of my car. But they did. I've used that cargo net every day since purchasing my Kia and they need to fix the damage they caused as promised.

  Business Response

  Date: 05/19/2023

  I'm sorry the cost oil and filters have increased, but like every other business we've been impacted by supply chain issues and increasing cost of supplies. Unfortunately, we were no longer able to offer $25 oil changes. We are still very competitive at $79.95. We don't try to upsell unnecessary items your filters were dirty that's why we showed them to you. We were honest and told you your tires didn't need a rotation. The tech removed your wheel lock before he measured the tire tread depth. He simply forgot to put it back. I apologize.  We did talk to him about it. I talked to you on the phone and told you to return and I'd check the techs area not that we didn't have it. We had it waiting for you and Terry brought it out so you didn't have to get out of your car.    

  The tech had no reason to enter the back of your hatch. Your wheel lock was in the cup holder. Kyle tried to offer you some good will because we forgot to return your lock. We are not responsible for broken hook.  

  Business Response

  Date: 05/19/2023

  I'm sorry the cost oil and filters have increased, but like every other business we've been impacted by supply chain issues and increasing cost of supplies. Unfortunately, we were no longer able to offer $25 oil changes. We are still very competitive at $79.95. We don't try to upsell unnecessary items your filters were dirty that's why we showed them to you. We were honest and told you your tires didn't need a rotation. The tech removed your wheel lock before he measured the tire tread depth. He simply forgot to put it back. I apologize.  We did talk to him about it. I talked to you on the phone and told you to return and I'd check the techs area not that we didn't have it. We had it waiting for you and Terry brought it out so you didn't have to get out of your car.   

  The tech had no reason to enter the back of your hatch. Your wheel lock was in the cup holder. Kyle tried to offer you some good will because we forgot to return your lock. We are not responsible for broken hook. 

  Customer Answer

  Date: 05/19/2023

  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. My car was intact before I brought it in for the oil change.  The cargo hook was clearly wrenched out with some force while it was being serviced at the dealership.  
  Their disavowal of doing so is simply false. Prior to their damaging the cargo hook, I used it every single day. Just used it on the 15th when I went to ******. Went to ******* after getting the oil change and discovered the damage.  The service center damaged my car. I have asked them to repair the damage. The general manager told me that he would take care of it on May 16th. He later backtracked on that. The Service Manager has never even tried to contact me regarding what happened, even though it is her responsibility.  They need to either fix the damage they caused or pay for the repair to be done. I cannot explain to them "why" their techs would damage my vehicle, they need to figure that out themselves.  The GM has offered me "employee pricing" and to pay for the part (only $18) but has not explained what that is.  It's reprehensible that they would damage my property and then refuse to correct the problem. There should be zero cost to me to fix a problem that their service center caused. 
  Regards, 
  
  ****** ******

  Business Response

  Date: 05/23/2023

  I understand the customers frustration with the broken cargo hook; however, we are not responsible for the damage. I have spoken to our tech and other tech working near him he was not in the hatch of the customers vehicle. Our investigation found our tech did not  "wrench out" the customers hook. Her wheel lock was located in the cup holder.  We are still willing to offer good will and pay for the part. Regards, M. T*****

  Business Response

  Date: 05/23/2023

  I understand the customers frustration with the broken cargo hook; however, we are not responsible for the damage. I have spoken to our tech and other tech working near him he was not in the hatch of the customers vehicle. Our investigation found our tech did not  "wrench out" the customers hook. Her wheel lock was located in the cup holder.  We are still willing to offer good will and pay for the part.

  Regards,

  M. T*****

  Customer Answer

  Date: 05/25/2023

  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.
  
  
  The Service Manager has still never returned my call regarding this matter. The wheel lock was not in the cup holder when I left the dealership, that is why I had to call them. Initially they denied having it, then said they would look for it. I drove back to the dealership to retrieve it. I'm not sure why they would deny this as well. Terry was the tech who brought the wheel lock out to me, without one word of apology.

  The cargo hook was perfectly fine and solidly fixed in the wall of the car before I brought it in for an oil change. When I got my car back, the cargo hook was literally ripped out of the back wall of my car. As a disabled woman, I'm certainly not strong enough to do something like that! However, a man with a tool could do it pretty quickly. And they did!

  It will cost me at least $200 to get the damage they did fixed. Therefore, $200 is an acceptable resolution amount- not $20.

  My car is apparently not the first to be damaged at this facility. I will be escalating this matter and filing a complaint with the State Attorney General's office.

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

  
  

  Customer Answer

  Date: 05/25/2023

  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. 
  The Service Manager has still never returned my call regarding this matter. The wheel lock was not in the cup holder when I left the dealership, that is why I had to call them. Initially they denied having it, then said they would look for it. I drove back to the dealership to retrieve it. I'm not sure why they would deny this as well. Terry was the tech who brought the wheel lock out to me, without one word of apology. The cargo hook was perfectly fine and solidly fixed in the wall of the car before I brought it in for an oil change. When I got my car back, the cargo hook was literally ripped out of the back wall of my car. As a disabled woman, I'm certainly not strong enough to do something like that! However, a man with a tool could do it pretty quickly. And they did! It will cost me at least $200 to get the damage they did fixed. Therefore, $200 is an acceptable resolution amount- not $20. My car is apparently not the first to be damaged at this facility. I will be escalating this matter and filing a complaint with the State Attorney General's office. 
  Regards, 
  
  ****** ******

• Initial Complaint

  Date:05/06/2023

  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 was in an accident March 26 2022. My vehicle was taken to transitowne that day and was given am estimate by then body shop manager Bob. I as well as my insurance adjustors was told this would be a 3 month job. After a few months I hadn't heard from anybody so I kept calling Bob who wouldn't answer. 3 months later I stopped by to find my vehicle still on the ground in the same place it was towed too. I went in to get answers from Ted who was the service manager and now body shop manager. I asked Ted sever questions about my car and parts that were orderd. I was told everything was on back order, I wouldn't recive a loaner and I couldn't get printouts of parts purchased.. this concerned me so I called corporate to find out what was going on and only 1 part was on back order which I told the dealership I can get myself. Still didn't hear anything back from Ted. A couple more months go by and now I'm livid!! I end up finding out that Bob had quit.. Ted obviously can't run 2 departments my himself! Now I talk 2 the gm who barely wanted 2 help. I told him what was going on from our 1st conversation and he seemed reluctant to try 2 compensate me for all the trouble.. the problem is that was about 7 months ago and they've had my car for going on 14 months. I didn't even recive a loaner until after 5 months even after I told Doug Ted said this dealership doesn't do loaners!! It wasn't until u called demanding 1 I recived a loaner. As a customer not only was I treated unfairly but the dealership also had the chance to let me get the car finished elsewhere which is what tbey didn't want. They've had all the parts for about 8 months and now I'm being told other things were done wrong that have to be redone. This is not only negligence but terrible business at its finest. This is also an expensive car that I don't even have a warranty on anymore its been there so long. Its not even enough characters for me to fully explain this situation. All I know is this can't be ok

  Business Response

  Date: 05/09/2023

  My name is Dan K******** the new Body Shop Manager. I have had multiple conversations with Mr. **********. I assured him we are taking care of his vehicle but due to parts and staffing issued caused by Covid there has been multiple delays. Mr. **********'s car is an 2018 ******* *** ******* with very extensive damage and parts are not easily available. I am working with his insurance company to move this claim along. On 5/5 I talked to Mr. ********** and explained the next steps to finish his vehicle. Transitowne Dodge is committed to providing the best service possible. His vehicle will be completed soon. We have provided a loaner car to him for months and will continue until completion.  

  Customer Answer

  Date: 05/10/2023

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

  Customer Answer

  Date: 05/14/2023

  Dan has only been at transitowne for a few months. He isn't fully equipped to talk about what has happend to me before he had got there. Dan has no idea of the information that I have or about my conversations with corporate who I also had communicated with and has record of what's been going on. In fact Dan told corporate that the car would be done in two weeks about 3 months ago maybe longer which I also have proof of because corporate closed my case. Now as far as the work being done since my convo with Doug in the roughly 9 months since the only thing that has been done is the quarter panel and the trunk. This company is trying hard to make it seem like having my car this long is when In fact they've had all the parts going on a year now. Dan just told me work was done wrong to my car multiple times and has to be redone also. I belive anybody in their right mind would be upset and someone needs to be held accountable. This is wrong on every level and I don't personally feel that if I was white I would have not only been treated like this but have to go through all these channels and lies just to get a loaner or the truth about why my car wasn't done when it was supposed to be... staff shortages are not my concern and the gm told me himself they messed this up and that was 9 months ago.

  Business Response

  Date: 05/15/2023

   WE completely understand his frustration This vehicle has been delayed for many reasons including delays from his insurance company ***** and parts delays The vehicle is currently being re done in the rear quarter panel and there was an additional three week delay due to ordering an additional rear quarter Mr. ********* was given a loaner vehicle to use ( not covered on his insurance) and it was swapped out with a newer one recently.  The vehicle he drove had damage in excess of $4000 dollars that occurred while Mr. ********* was driving. Transitowne also is absorbing his $2500 deductible due to all the mishaps and delays Transitowne is eager to finish this repair  and we feel it should be done next 10 days Both parties will be happy it is finished. 

  Business Response

  Date: 05/23/2023

  BBB spoke with the dealership and the following was relayed: We understand his frustration. The last part that the car needs in tracked to be delivered off the truck today.  As soon as we get it we're going to put 2 technicians on the car and try to get it done as soon as possible.   

  Customer Answer

  Date: 05/23/2023

  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. 
  At the end of the day we all know how business works.14 months ago this was supposed to be a couple months.im sure losing the collision shop supervisor had an impact on business.  But Parts weren't orderd in a timely fashion! and what you're saying now is although you had all the parts in November that you realized in May that the car needed more work? So is it that the parts were on back order or not because once I provided proof they weren't now it's a different story. I was told by Dan that work that was out sourced wasn't done properly and had to be redone. They guys over there already said that you guys don't have enough people for the jobs that you have.. once Dan arrived at transitowne he was behind on work because they didn't get anything done. My adjustors said several cars were there from ***** that hasn't been fixed. It's easy to see that the dealership was overwhelmed the problem is the gm should of let me take my car elsewhere instead of promising to have it done and 9 months later still nothing 
  
  ******* **********

  Business Response

  Date: 05/30/2023

  The vehicle repair has been a series of set backs Transitowne offers to repair vehicle as promised as soon as possible Transitowne agreed to provide transportation and absorb damage to first loaner  ( in excess of $4000) Transitowne also will provide a ***** extended warranty from ******** when vehicle is completed to cover the vehicle for two additional years. Transitowne also absorbed the customer's $2500 deductible Mr. Bob H*** will be overseeing the completion of the repair when he comes back to work starting June 5th.  Bob was the original estimator returning as a consultant after his medical absense. 

  Customer Answer

  Date: 05/31/2023

  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. 
  The businesses lack of integrity is surprising. The loaner vehicle was not 4 grand in damage and if it was so what that's what insurance is for. This wouldn't be a issue if I had my car. Now I'm requesting documents including what dates were parts purchased, and how many hours in total is the job. One way or another we'll get down to the bottom of this mess 
  
  Regards, 
  
  ******* **********

  Business Response

  Date: 05/31/2023

  He can have any document he wishes. 

  Please contact the manager Dan K******** directly 

  Because it is a rental, we can run the damage through his insurance since he is primary in a rental situation. 

  It was a gesture, but we can run it though his insurance . 

   

  Customer Answer

  Date: 06/05/2023

  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. 
  Thanks for the dealerships nice gesture! It made me get up and go 2 the dealership that they outsourced the work at, and come to find out not only was improper work done to my car but, transitowne was told in August of 2022 that a supplemental claim was supposed to be made which wasn't done until may of 2023. At this point ill hold onto whatever else knowledge and proof I have and I'll take this through another channel for results. I just want these things documented. This dealership has made me out to be crazy and is throwing the rental around as if there doing me a favor when they've had my car going on 15 months 
  
  Regards, 
  
  ******* **********

• Initial Complaint

  Date:04/06/2023

  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.

  My 2021 **** ******** ***** shakes violently when i hit bumps going faster than 55 mph. This is referee to as the death wobble. I have been waiting 3 months for the part and still have no resolution in sight. I am unable to drive my **** on thruways or roads with higher speed limits for fear of flipping over. I cannot continue to wait for resolution. i would like the vehicle replaced or be released from my lease with no penalty.

  Business Response

  Date: 04/10/2023

   The part is on national back order.   We are working with ********** to upgrade the order to try to get it quicker.

  Customer Answer

  Date: 04/12/2023

  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 have been repeatedly told I would receive a call back from the parts manager and have received no return phone calls. I have left messages with both people and voicemail. Lack of response and providing a safe vehicle to drive is the reason for my complaint. I pay nearly $400 a month for a vehicle that I cannot safely drive.  
  
  Regards, 
  
  ******* ***

  Business Response

  Date: 04/13/2023

  The rep was able to upgrade the part direct from supplier.  Someone will reach out to you today to schedule you in .We have the new part .