Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/29/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint against H313837343038383234**H H32****3036**38373831H Dealership and Sales Representative *************************** To Whom It May ********* am writing to file a formal complaint against H313837343038383234**H H32****3036**38373831H Dealership and their sales representative, ***************************, regarding a series of events that began on February 10, 2024,which have raised serious concerns about unethical business practices and potential illegal activities suggested by the dealership&#**;s staff.My complaint stems from a sequence of events starting on February 10, 2024, which not only highlighted unethical business practices but also hinted at potentially illegal activities by the dealership&#**;s staff. These actions, I believe, contravene the principles set forth in ************ Unlawful Business, Trade Practices Act (ORS *******). This statute rigorously outlaws deceitful selling tactics, the failure to fulfill service or goods delivery promises without issuing refunds,and the employment of illegal collection methods, among other unethical practices.1. Misrepresentation and Pressure Sales Tactics: On February 10, 2024, I visited H313837343038383234**H H32****3036**38373831H Dealership to test drive a H32****3036**38373831H Challenger. During this visit, ******************* took the keys to my ****** indicating he would evaluate it for a trade-in. After signing paperwork for the H32****3036**38373831H Challenger, ******************** informed me that a trade-in was not possible, contrary to our initial discussion.2. Attempt to ******************* Fraud: Subsequent to the purchase, ******************** suggested that I commit insurance fraud through gap insurance by reporting the newly purchased vehicle as stolen. He mentioned he could assist by hiding the car and inquired if I knew anyone with a garage. ******************** also claimed he had previously engaged in such activities himself and assisted others in doing the same.3. Refusal of Dealership to Address Concerns: After these events, the dealership&#**;s staff,including management, refused to allow me to speak with the General Manager or address my concerns, effectively leaving me without recourse through the dealership.4. Unethical Incentive Offers: ******************** offered free oil change and car repair services as incentives for referring new customers to him, further exemplifying the unethical practices being encouraged at this dealership.5. Refusal to Return Personal Property and Coercion: Upon deciding against the transaction due to the issues, I requested the return of my Honda&#**;s keys, intending to leave the dealership. The staff, under the direction of ********************, refused to return my keys, effectively preventing me from leaving the premises and subjecting me to further unethical sales pressure. This act of withholding my personal property without consent further exemplifies the dealership&#**;s disregard for ethical business practices and customer rights.The dealership&#**;s phone number is ************, and the sales representative involved is ***************************.I believe these actions not only violate ethical standards but may also constitute illegal activity. I seek a thorough investigation into these matters and appropriate actions to rectify the situation. I am prepared to provide further details and documentation as required.

  Business Response

  Date: 03/11/2024

  *********,

  First let me say that these allegations are deeply concerning, and are being taken very seriously.

  I appreciate you for taking the time to discuss the details of your experience with me.  I have interviewed the staff members involved and reviewed all the documents, images, etc, related to your purchase.  The documents and facts of the issue do not support your claims.  When our team realized that your ***** was a lease, we informed you that we could not take your car in on trade.  This is because ***** leases must be returned to a ***** dealership.  You acknowledged this fact, and still pursued the purchase as a secondary vehicle.  None of the documents that you signed indicate a trade in, trade in equity, or payoff.

  Furthermore, at no point in the purchase process did you display hesitancy or reluctance.  Rather the opposite; you asked for the car of your dreams and our team worked hard to make that a reality for you.

  I have found no evidence to support your claims against our salesman *****, who is otherwise known for exceptional customer service as reflected by numerous reviews and surveys.

  Since you have requested that we no longer contact you directly, I have informed staff and updated out CRM.  Please let me know if anything changes, or if there's anything we can do for you in future.

  Thank you,

  ********************* - Director of Operations for Time Auto Group

  *************************

  Customer Answer

  Date: 03/11/2024

  I would like the car returned as well as the ledger to get their money back as a resolution. 

  Business Response

  Date: 09/24/2024

  In previous responses the customer ask not to be contacted, we honored that request.  We investigated the complaint and found that we followed all FTC required laws and regulations while selling the customer her vehicle. 

• Initial Complaint

  Date:02/17/2024

  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.

  We purchased a 2024 Ram 2500 in December of 2023. The process has been nothing but a headache. Our signed contract and agreement does not match what the dealership has submitted. They have taken numerous shortcuts with filing our paperwork for the ownership and warranty protections purchased through the dealer. They have also failed on numerous occasions to follow up on their "promises" that were also held in our contract. I have spent hours of my time trying to find resolutions to work with the dealer. As the customer, we are left hanging and the dealership has still failed to follow through on their promises. If I sign a contract, that is a legally binding agreement, then that is what should be upheld and carried out. One would think anyways. However, upon retrieval of my first protection plan in the mail purchased through the dealer, the paperwork submitted by the dealer was in fact NOT what we signed and agreed to. This was confirmed through the company who received the documents. We paid in full and agreed to terms that they failed to fulfill the requirements of. We have another protection plan still pending to get the documents on, but based off my experience and lack of follow up from the dealer, I anticipate this will also be incorrect.When we purchased our brand new vehicle. The odometer disclosure read 21 miles, a significant difference than what we received. When they finally delivered the vehicle to us (hours after it was promised), there were close to 100 miles on the truck. It also arrived with damaged to the paint which the dealer promised to correct in an upcoming visit. Even though the vehicle spent an entire day at the dealer, the paint was not repaired, and they never followed up as promised to fix it. I have in our paperwork where these were agreed terms.

  Business Response

  Date: 02/23/2024

  I have attached a copy of the signed warranty Document and also the notes that the business manager and the customers used while discussing the warranty options. From what I can tell it is a direct match to what the Warranty contract states. If there is something that I am missing I would be more than happy to help get it rectified for the customer. As far as the other promised items are concerned everything should be taken care of. The tires were reversed from white letters to black sidewalls at delivery. The spray bed liner was installed a while back. And the last item was addressed last week when ************ was here. He was here to get a scratch buffed and a rock chip repaired and when he was speaking with *********** ***, he told him he could take care of it himself if we supplied a paint pen which we got from the parts department on the spot.

  Gresham CDJR takes customer satisfaction very seriously and we like to make sure that our customers are taken care of. Please let me know if there is something that you need. 

  Thanks 

  *************************

   

  Customer Answer

  Date: 03/12/2024

  The response from the business did include information that was finally completed on the truck (after seeking management involvement for them to follow through on their initial promise). 
  
  As far as the paint goes, **** eventually gave up on hope of the business fixing the issue themselves and was forced to take matters into his own hands. We had left many messages to re-schedule the initial appointment where this was to be resolved (the same appointment that the bedliner was put on). Never did anyone respond from the dealership. The service manager himself was supposed to follow up with **** to schedule the appointment when it was not able to be completed on the first visit, of course, that never happened. So yes, **** did stop by to seek a resolution since nobody would return our calls, and when offered a paint pen, he took it because at this point it is clear the dealership did not want to resolve the issue themselves. Again, putting more work on the customer. 
  
  Regarding the warranty. I have the same paperwork. There is also another set of paperwork with *************'s name that was previously submitted to all of these companies and the individual in finance would have to re-submit or cancel the previously submitted paperwork to submit it properly with both of our names as agreed.
  
  What we received from Ally (the other warranty purchased) contradicts the signed paperwork with both names as we agreed. We called and spoke to them directly, and they confirmed that my name was not on any of the documents that were sent in. They also had to speak with ******************* to allowing me any information of the warranty and to get it resolved. I am a co-owner and this is exactly why both names needed to be across all of the paperwork and warranties so that either of us could call to have claims filed or resolved. 
  
  We still have not received anything from Mopar confirming that the protection was purchased, titled properly with both owners and what we agreed on. 
  
  We have spent hours upon hours correcting and fixing the work that should have been done right in the first place. As a customer, that is what we pay for for a purchase like this. 
  

  
  

  Business Response

  Date: 04/02/2024

  The dealership is still more than happy to still have the paint corrected. We would be happy to have it set up with a local shop to get it taken care of as we don't have a body shop here at the store. We are going to reach out to the warranty company to make sure that they have correct documentation on the warranty paperwork. Once we get the response back from them, we will let you know the outcome. If you would like the copies of the paperwork you signed that have both names on it, we would be happy to print up a set for you. Please feel free to reach out to us so we can get the truck scheduled to have the paint fixed.

   

   

  Customer Answer

  Date: 04/03/2024

   
  Complaint: 21307462
  
  I am rejecting this response because:

  At this point, monetary compensation for the time and effort we have both had to spend on this is what we are seeking along with the paperwork directly from both warranty companies (Ally and Mopar, NOT the dealer) showing that they have been purchased correctly through the dealer.

  I want to ensure we are receiving what we paid for, agreed on, and that both names are on the Ally and Mopar warranties as the signed agreement we went home with shows. 

  **** has already taken the time and resources to correct the paint himself. As previously stated, multiple attempts were made to have this resolved through the dealership on our end with no response. **** eventually resorted to having to come down to the dealership himself since our calls were not being returned as promised, which is when the paint correction pen was given. 

  I have copies of all the paperwork. The issue is that what **** received does not match the completed paperwork that was signed by BOTH **** and *******. We have received paperwork in the mail confirming the warranty plan through Ally and have already spent time on our end correcting it to include both of our names since it was not processed correctly by the dealer and only included ****. Again, this should not be a responsibility of the customer. It should have matched the signed agreement we paid for.
  

  I also contacted the dealer when this came to my attention. I was assured that someone in finance would look into our file and follow up with us. Of course, that never happened. 

  As for our Mopar warranty, we have the signed paperwork from the dealer from the date of the sale. However, we have still not received anything from Mopar confirming that we actually purchased this warranty or that it was even submitted. It has now been 5 months, and we should have paperwork directly from Mopar confirming what was purchased through the dealer. We have nothing. I need this as soon as possible directly from Mopar. 

  At this point, my trust is lost in the dealer and the paperwork provided directly from the dealer does not hold any value. 

  I would love to see the amount of energy that goes into making a sale at this dealer go into actually doing what is right for the customer. 

  
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/08/2024

  Please see the attached proof that both Ally and Mopar are showing both names on the Service Contracts. Both are showing active in their systems with all the correct information. You have received everything that was paid for and agreed on. 

  At this point we would consider the case closed as everything has been taken care of. 
  **** took care of the very small blemish in the paint with the Paint pen that the dealer supplied, and all docs are showing the corrected information with the warranty companies.

  Thank you, 

   

   

  Customer Answer

  Date: 04/09/2024

   
  Complaint: 21307462
  
  I am rejecting this response because:

  The documents provided do add some clarity. They also bring to light that we were sold double coverage by the dealer. 

  We purchased additional coverage from Ally for Key Fob replacement but were completely unaware that this coverage is also offered already through the Mopar warranty we purchased. When reviewing the warranty plans offered, we had asked on MANY occasions for clarity of coverage to ensure that we were purchasing what we needed and only that. At no point did the dealer inform us that the Mopar warranty ALSO provides the Key Fob replacement (potentially making the upsell package of the Ally warranty unnecessary).

  Regardless of this being intentional or not, we were sold double coverage due to this not being disclosed or explained to us at the time of purchase. I do feel this is misleading for a customer. If the dealer does not have the knowledge of the products they are selling, they should not be offering them to customers. 

  I also still do not have the detailed terms and conditions of the Mopar warranty. Every warranty sold should have this disclosure available to the customer. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:10/15/2023

  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.

  In mid August '23 my 2021 Ram **** 6.7 liter diesel had a check engine light due to emissions (regeneration of diesel particulate filter). At that point the vehicle had about ****** miles and was under 2 years. Gresham Dodge service **** requested I leave the truck for a few days so they could run tests. They also reprogrammed the DPF/EGR. I took the truck home and the next day towed my trailer on a trip to ******* City. The truck entered "ReGen" by the end of my driveway and did not stop ReGen until I reached my destination of ******* City 80 miles away. The truck ran normally around town, then upon return home it entered ReGen again for the 80 mile trip back. The check engine light came back on, and I contacted Gresham Dodge again.I took the truck back in for service August 31st. Additional testing was performed and two weeks later I was advised the truck was ready for pick up. When the truck was brought around the corner it was clear there was a horrible knocking sound in the engine. I asked if all the oil had been drained because it sounded so bad. A technician came outside to check it but said he would have to take it back in the shop to diagnose. During this time the auto workers union strike was just in its first couple weeks and advisors said they were getting no cooperation from engineers or parts suppliers. This was understandable for the wait, but it was clear some type of damage was done to the truck.After about one week of not having my truck I returned to find it was just sitting and waiting in the back lot until the technicians could get some guidance. I was told the truck was going to be put through a five hour high-rev test and it had to be connected to the wifi in the shop. After another week or so that test was performed, During the test I was told a fuel injector had dislodged and sprayed diesel fuel into the oil. Following that the oil had to be analyzed, which took another week or more. I was told the oil was 10% diesel. I am now entering week 7 of having my vehicle in their shop. Every bit of harm to the vehicle has occurred in that shop. I have only wanted my truck back in working order, or I would want the truck replaced at their expense.

  Business Response

  Date: 10/17/2023

  Customer frustration is understandable, but this is a Factory issue as we're following the Manufacture guidelines in the repairs of this vehicle. The vehicle injectors are dumping fuel into the crankcase which is a known issue with this motor. We had the manufacture tech rep at the store and confirmed this issue. We are in direct communication with the factory and following the repairs Per STAR hotline. Only thing done with this vehicle for this last visit was unplugging an exhaust sensor and re installing per the manufacture. 

  Customer Answer

  Date: 10/18/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/03/2023

  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.

  Initially I asked the dealership if they could remove my Jeep Wrangle 2020 middle console to grab a card that had fallen underneath. The services depart was extremely hesitant and said they did not know how to do that. So, when I had brought my jeep in for an oil change, I asked if they could gentle try to get the card out. I asked them not to try too hard and told them if they could not it was no big deal. At the end of my visit I check out and when I got in my car I saw they broke my middle console. They ripped the portion between the driver seat and the ebrake. I walked back in and asked about it. Their response was "Since we did not break it completely we do not have to pay for it. I have reached out to them many times over the last two years. This happened Fall 2021. I still have my receipt for the day it happened. I spoke to the manager of services. He said he would look into it and never got back to me. I have reached out multiple times since then and have heard from no one. I want them to pay for me to take my jeep to a different jeep dealership and have them fix it and pay for the replacement. I do not trust them to touch my jeep. I was not aware of the BBB and only found out of this possibility recently. I am a 25yr old female and it seems no one is taking me seriously. I need some backup.

  Business Response

  Date: 10/17/2023

  Gresham Chrysler Dodge Jeep Ram was Sold August 18, 2022 to ************** Customers complaint has to do with old Ownership which would have been the Borland Auto Group. Customers complaint was for services dated

  November 11, 2021.

• Initial Complaint

  Date:09/07/2023

  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.

  Dealer has failed to send a payoff check to my banks after I traded in two vehicles for a brand new vehicle. Dealer has been giving me the run around about whats going on or not answering/returning calls.

  Business Response

  Date: 09/12/2023

  On August 27, 2023 ************** purchased a new vehicle from Gresham CDJR and traded in two vehicles. By law, payoffs on trades must be made within ******************************* once the sale contract is funded by the lender. The payoffs were submitted on September 7, 2023 which was day 12 due to day 15 being a Sunday and a non business day. The lender had a delay and the contract was not funded by the 15th day due to a delay in their processing which required us to send the payoff prior. On September 11th, 2023 ************** sent an email to the business office requesting proof of payoff. ************** was provided the proof of payoff for both vehicles he traded in. Attached are supporting documents.