Complaints

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• Initial Complaint

  Date:07/11/2024

  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.

  My 2017 Jeep grande Cherokee that has been at David dodge in *********************************** for approximately two weeks. I previously had my vehicle serviced for gas leaking from under the vehicle. I was told that it was the neck of the gas tank. And that there was an oil leak. I agreed to the repairs. Less then two months later I was again at the gas station and the same issue occurred. I called the dealership and my vehicle was picked up and driven back to the dealership. I have been going back and forth with ****** the service manager about my vehicle. She has ask me the same questions over and over again. I believe trying to place the blame of the dealership not properly completing the repair on me. Today **** a higher level service manger called me asking the same questions that I have answered for ******. At this point I feel like the dealership has stolen my money and put my life in danger. ****** basically stated today that the dealership does not have to repair my vehicle. She stated I will refund your money just to get your vehicle out of here. Her comment was very unprofessional. I am requesting that my vehicle is fixed properly. And that my entire payment is refunded.

  Business Response

  Date: 07/16/2024

  Thank you for forwarding the concern. 

  Upon a thorough evaluation of the service history and interviews with all involved personal this is what we I have found. 

  We believe the vehicle was repaired on the initial visit. Approx 7000 miles were driven before the client had a subsequent concern. Below, you will find the history as written in the documentation of the repair and subsequent actions. As well as comments that can tie together the response from our team. 

  Every client, and every concern is important to us. A fuel leak is especially important. As *************** stated this is a significant safety concern. We addressed this in the manner that was appropriate as you will see in the notes. 

   

   

  2017 Jeep Grand Cherokee 
  
  
  741863-  3/15/2024 miles : 113940
  
  
  Client came in with a concern for her vehicle leaking gas from her car around the driver rear tire the tank was not filled when checking the fuel gauge 
  
  
  Upon diagnostic we found a split in a hose section that connects the filler neck and gas tank we recommended replacing that hose client approved the repairs and we replace the fuel filler hose 
  
  
  We also recommended replacing the oil filter housing as we notice an oil leak when performing the multipoint inspection and client had this replaced as well 
  
  
  
  
  748245-  06/26/24  Miles -120367
  
  
  **************** called and stated when she was fueling her vehicle someone at the station advised her gas was leaking out of her vehicle, she called us I let ************** know I can have the vehicle towed in if needed and will arrange a vehicle to be brought to her for Transportaion, and we would evaluate her vehicle as soon as it arrived. At this time, I had our drivers head out to her work see if the vehicle needed to be towed or could be driven in the client preferred the vehicle to be towed in so I had Concord towing pick the vehicle up and bring it out to us. 
  
  
  Once we received the vehicle ***** the tech evaluated the car and noticed the vehicle tank was full and indicated on the dash as well inspected the fuel lines hoses and filler next and didn't notice any leaks 
  
  
          - We had the vehicle driven and check for leaks again and didn't have any leaks had the vehicle fueled and still have not had anything  leaking from the vehicle .
  
       -  I spoke to the client,  the vehicle is safe .**************** was very frustrated and aggressive when speaking with I let her know were doing everything we can to resolve this issue.
  
  
  7/11/24 **** also reached out to Ms.  had ***** evaluate the vehicle as well he removed 4 gallons of gas from the vehicle and also had no issue fueling, we used two different wawa when fueling , We know that **************** was a the Bjs when fueling last but at this time we have not verified any fuel leaks from the vehicle the pump is clicking off and the fuel level is adjusting properly on the dash when filling .

   

  As I hope is evident, we completed a thorough and complete evaluation and repair of this vehicle. As for offering the reimbursement and return of the car, as evidenced in the timed notes, *************** was less than pleased with the notion that her car was actually fine, despite what was told to her.. we tested, retested and tested again. It serves us no purpose to not fix her car and, even with 7000 miles driven, as a David client, we would have stood behind a further repair without hesitation. But we cant fix what is not broken. *************** was disappointed Im sure and perhaps aggressive in her tone. My team knows I stand behind them and regardless of the situation, I will not allow them to be verbally abused. 

  Further, in a separate email sent directly to me, *************** stated that she wondered if this was because she was an African American. This is offensive and most likely represents the type of demeanor posed to our team members. 

  As an aside, *************************, the Director of Parts and Service, that *************** spoke to, is an African American Female and has worked with me for ************************************************************************************************* the Country. I would doubt that she allows a policy of racism in our actions 

  Our goal is to satisfy every client. Our reviews and responses illustrate that Im sorry *************** is disappointed, but we cant fix what is not broken 

  At this point I am asking that she returns my loaner car. I think that is a fair request. 

   

  Thank you again for your diligence and brining this matter to me. 

   

  Dave 

   

  David P ********

  President 

  David Auto Group 

  **** ***** Pa 
  
  
  
  
  

  Customer Answer

  Date: 07/17/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21974567
  
  I am rejecting this response because:my truck continues to have the same problem. If I pick up my truck and the same issue occurs it will then be on me. I would like a legal document stating that the problem with my truck was never properly fixed. And a refund as **** stated in our conversation. 
  
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 07/24/2024

  Today I picked up my truck still not fixed. On the day that my vehicle was picked up by David dodge I left my ******* necklace in the vehicle. I asked one of the young men to let management know that it was in the vehicle and please put it away until I pick my vehicle. Today I picked up my vehicle and my necklace was missing. ****** the service manager came out  to my vehicle very unconcerned and stated that the tow company Concord towing may have taken my necklace. Because none of her technicians would have taken it. I would like my necklace back. 

  Customer Answer

  Date: 07/24/2024

  
  I am rejecting this response because:my truck continues to have the same problem. If I pick up my truck and the same issue occurs it will then be on me. I would like a legal document stating that the problem with my truck was never properly fixed. And a refund as **** stated in our conversation.