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:09/07/2022

  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.

  Just wanted to provide an updat on my prior BBB complain on Tri-Star. I got my Jeep back today. This dealership continuously lied about the repair status of this vehicle. I feel my vehicle should have been done a while ago and they kept pushing it off. I was contacted by a higher manager and was informed he was handling the issues and that it was going to be taken care of. I was told the vehicle was personally going to be sent to their Somerset location for servicing since the location it was at couldn’t seem to get to the repairs. My deductible was paid last week when I was ensured the vehicle was going to be completed that day, it was not. A week later, I finally picked it up. I had told the shop I was picking it up today regardless of completion and would take it to another body shop since they can’t seem to get this complete. I had gotten approval from my insurance company to pick up as they had already paid the “final bill” received from this shop august 22nd (they stated to them the repairs were complete- and they were not). I was told today that my Jeep was en route to the Somerset location, as the other driver on the insurance stood by the vehicle at the Uniontown location. Once they were informed we knew they were lying they said to just pick up the Jeep in the Uniontown location. I contacted the manager to confirm and he stated he knew nothing about this that he was told the jeep was to go to the Somerset location Wednesday or Thursday this week. I informed him that when I spoke to him on Tuesday that he informed me he was personally taking this to that dealership in Somerset on Wednesday morning (this obviously did not occur). I went to see my jeep Thursday evening. I was told it was driven for a while and issues kept occurring. The Jeep once it was picked up today had a total of 20 extra miles from the initial estimate paperwork - back and forth between the dealerships is estimated 6 miles round trip and it had been back and forth at least 2-3 times now so I’m not sure how far this was driven. I was told it would get to Somerset today and I informed them I will be picking it up do not send it there. I got a call in the afternoon from the manager stating that all the issues seemed to be resolved (meanwhile when I stopped last night no lights were on on the vehicle - check engine… etc…) I was also told that the manager had driven it today himself and made sure it was all good (for a while again) despite it having a total of 2 more miles since it did last night (we took pictures of the odometer at the dodge dealership it was at). I’ve consistently paid my jeep payment each month (5 payments before finally getting my jeep back today)  This dealership has done nothing but bend the truth since day 1. I’ve always done business with tristar but I can ensure you, I will not anymore. I just wanted to provide an update. I’m not sure if my initial complain caused more of a delay since there didn’t seem to be any issues with my Jeep as to what they were saying, as I was told they had received the complaint from the BBB.
  
  Thank you for your time,
  -**** ******
  ************
  
  rotors rusted severely due to the vehicle just sitting on the lot for almost 5 months. I’ve been waiting to hear back on how this can be resolved or what needs to be done and have not received a call back. I’ve always done business with Tristar and bought several vehicles from them. This will be the last time I give them any business.

  Business Response

  Date: 09/26/2022

  We are in receipt of your complaint ID ********. 
  
  Mr. ******** description of the time it took to repair his Jeep is correct. There are still major delays in obtaining parts from our manufacturers. We certainly can understand his frustration and offer our apologies. We truly appreciate Mr. ******** business and never purposely create a situation where someone feels we aren't being forthcoming. I understand we failed him and apologize for that. If we can be of further assistance or service down the road, we welcome the opportunity to work with him on anything he may need. 
  
  PS
  
  Please update your files to include me on any and all correspondence in the future. 
  --
  Thank you,
   
  Greg T********
  Vice President
  Tri-Star Auto Group
  ###-###-#### 
  ###-###-#### (****)
  www.tristarmotors.com

  Customer Answer

  Date: 09/28/2022

  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 complete understand the timing with parts were out of control by the collision shop. However, the parts were in for almost a month, put in my Jeep the same day it arrived and took almost 4 weeks after to receive my Jeep back. Completely of my Jeep was not a priority it seemed, and every time I’d be given a date it would be completed, it never happened. Several broken promises and the complete job of my vehicle was never a priority. I finally got my Jeep back (after being told it was complete that the check engine light was off now), and the check engine light just came back on today on it. I would like my Jeep given proper diagnosis as to why the check engine light continues to be on (and this was not an issue prior to repairs). My insurance had already paid the collision for repairs, and my deductible had been paid as well, prior to me ever receiving my vehicle back.
  
  
  
  Regards,
  
  
  
  ******* ******

  Business Response

  Date: 10/04/2022

  Please find this email as a follow up to the above unresolved issue. 
  
  We will do everything to see the customer is taken care of. He will receive a phone call from the General Manager and or the Service Manager of our Jeep Store in Uniontown to resolve the check engine light issue and have it repaired. If a loaner car is needed, we will provide one at no charge. 
  
  We truly want our customer to be satisfied after all the inconvenience and delay during the repair. Again, we apologize and will see that the vehicle is fixed at his earliest convenience. 
  
  
  --
  Thank you,
   
  Greg T********
  Vice President
  Tri-Star Auto Group
  ###-###-#### (w)
  ###-###-#### (cell)
  www.tristarmotors.com

  Customer Answer

  Date: 10/05/2022

  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 did receive a call from a Candi at the a dodge dealership on Friday to inform she was was told to call me to schedule to service my check engine light and could get me in Wednesday the following week. I explained my situation and she informed me she remembered me because I “Gave her a bad survey through Mopar because of how I was dealt with down at the Chevy collision center.” After those comments I let her know my car doesn’t need to be seen there. I made arrangements to have my Jeep looked at that day at another car center, they were able to get me in the same day when I explained what was going on. I ended up having to pay out of pocket for a battery (the stated this was due to wires being connected up incorrectly and it caused a cell to go bad in the battery) and also for them to service my check engine light. The issues was from the repair and wires being loose and not proper connected up to the air cooler coolant pump. I paid out of pocket for this as well to be serviced due to the negligence of a tristar Dodge and Chevy not being able to properly diagnose and fix these issues caused by the repairs. 

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