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:08/26/2024

  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 was sold a vehicle in June 2023. 2 months after purchase it needed repairs, 24 hours after getting it back I had to take it again for repairs, still had issues. May of 2024 had to take it back for major repairs where the estimate was ******. I filed with the attorney general and ended up paying ***** for repairs. Got the jeep back again and now have new repairs that need completed as well as they broke my license plate holder and never told me and did a quick patch job on it and now my license plate hangs and is not visible. I was sold a vehicle I never should have been sold. The cardiac they gave me is not accurate as they left receipts for ***** in repairs to the vehicle in the glove box and those some how disappeared from the carfax. I have called after picking up my vehicle the last time and no one returns my call.

  Business Response

  Date: 09/06/2024

  Client states that vehicle needed repairs within two months of purchase. The only requirement for client to pay for within the first two months was a tune up, which was causing a misfire, and is considered maintenance.
  Providence Autos covered a top adjustment, an alternator, rear brakes (also maintenance), found an axle seal and repaired it under extended warranty, and covered all rental expenses.
  The client states that the estimate for repairs in May was $13K, and while the service department was clear that additional engine repairs could be needed, the entire estimate for all recommended repairs, including tires, alignment, and fluid exchanges total a little over $9,000.00.  Providence Autos agreed to only charge for parts involved to replace the cam and lifters at a reduced price of approx. $1400.00.  Other recommendations have been declined at this time. 
  The client states that the Carfax that was given to her is inaccurate and that repairs have disappeared from *******  Providence Autos does not have ability to manipulate Carfax, as its a third party entity.
  The client states they called in after picking up the vehicle and no one has returned her calls.  The call logs show that only one call was placed from the clients number, at which point the client agreed to leave a voice mail for her service advisor, but no voice mail was logged, recorded, or delivered from both the call logs and the ****
  Client states we broke a license plate holder and patched it back together.  No one in service knows anything about this, and when complaint was forwarded to Providence, service immediately reached out to client, and scheduled them to have the license plate issue investigated by ********************** at their convenience, which is August 30. 
  Client states that the vehicle was left with needing more repairs.  During the phone conversation, Service inquired about this and the client said there is a screech sound when making turns.  Service offered to investigate this noise at no cost to determine if issue was caused by the work performed on the vehicle.      

• Initial Complaint

  Date:07/10/2024

  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.

  2022 1 ton Dodge Mega cab diesel truck taken to this dealer numerous times for the same issue. They worked on it for about a month. Said same issue repeats itself. They have been going thru their technical support for help. They want us to pick it up knowing the same issue is not resolved. They gave us a 1800 number that does not work. Told us we can talk to Chrysler They did what they could. It is under warranty. As a customer needing the truck to function properly to use it we should not be responsible for finding the answer ourselves. We want the truck fixed properly so we can use it.

  Business Response

  Date: 08/01/2024

  Providence Autos agrees that the **** are being inconvenienced by their truck not operating as it should, and we at the dealership stand behind them in seeking and providing every possible resolution.  *** dealership has maintained a tremendous and positive working relationship with Mr. and ************* who are currently dealing with a recurring issue in their RAM. Despite Stellantis directly investigating the problem, the check engine light continues to come on every 350 miles. *** dealership has been actively advocating for the ****,engaging various members of their team in ongoing discussions, and taking proactive steps such as performing some services and absorbing the costs that are not covered under warranty to diagnose the issue and driving the vehicle extensively to duplicate and research the concern. Providence Autos has also provided the **** with a new RAM loaner and covered their daily rental expenses, which have totaled over $2,500 to date. *** dealership is happy to assist in every possible way where feasible and is actively seeking assistance from RAM technical support and the customer care center to ensure a permanent resolution. *** **** are long-time loyal clients, and while it is unfortunate and frustrating that their RAM has an issue for which the manufacturer does not yet provide a resolution, Providence Autos remains fully committed to providing all possible support to the **** and is determined to find a satisfactory resolution for everyone involved.