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:12/29/2024

  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.

  I purchased my Ram 2500 in OCT 2022 and had the dealer install a Mopar Hitch for my fifth wheel. While using my truck to pull my RV in JAN 2023, the hitch did not function properly (see picture). I tried for a year to resolve this matter, where I requested the cost of the hitch be refunded. While I had responsibility for the damage (over $7,000) and incurred the deductible and premium increase, I believe the hitch malfunctioning attributed, and all I asked for was a refund of a bad product. I sought resolve through *****, which only employs a technique of waiting out a customer with waits of up to an hour on hold, failed transfers to the "correct" department, none callbacks from supervisors, etc. The dealership at first told me I had to go through *****. ***** finally said I have to go through the Dealer- as you can see, the run-around continued. I did finally get a person at the dealership, Ms. ***** *******-*****, who at least took some action versus what had been previously experienced, but the end result was the dealership deemed the hitch was not faulty or caused the incident. I was told early in this ordeal that if I did receive a refund, that would be akin to recognizing the hitch was the cause, and thereby they would be culpable and responsible for the costs. The length of time is due to a basic giving up when dealing with Dealerships and ***** who employ a "wait-them-out" approach with described delaying tactics. The hitch did not function as supposed to. All I want is a refund of that part that was faulty. The dealer took the hitch off my truck and maintained it at their location in MAR 2023 so I could get my truck fixed. I sought legal representation, but it is too costly and time consuming, but one lawyer did recommend me to seek this assistance. Also, my job as a Defense Contractor has me out of the country frequently, added to the time. I respectfully request a refund of the cost of the Hitch which was added to my truck, but only used once.

  Business Response

  Date: 01/02/2025

  As of October 2023, this matter has been thoroughly investigated by both the manufacturer and our dealership. A malfunction in the hitch was not deemed at fault for the incident and repair was non-warrantable. Gary Mathews Motors, Inc. will not be providing a reimbursement. 

  Customer Answer

  Date: 01/05/2025

   
  Complaint: 22742604
  
  I am rejecting this response because: The hitch failed to function properly as shown in the pictures.  The claws did not lock the king pin into position as it is supposed to.  As I have acknowledged, the attempts that I made to get it to function properly caused the damage to my truck, which I am fully responsible for and paid.  This does not negate the fact that the hitch was defective despite the dealer's assessment almost six months later.  They took the hitch out of my truck, and the person who did so observed that the claws did not close properly at that time.  I request a full refund of the cost of the hitch since it did not function properly, I returned it to the dealer, and they kept it- even though almost a year later they offered a 60-day period for me to get it.  I have never heard of a company taking a return because it was broken or did not function properly (with evidence), keeping it, and not refunding the cost. Had they not given me the runaround much like the ***** call centers who finally opined that the dealer was responsible, this could have been rectified more quickly, but the delaying tactics and the blatent disregard for a customer post-purchase was the cause. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 01/30/2025

  Consumer was provided multiple opportunities to pick up the hitch that was removed from his vehicle at his request.The 60-day period provided to consumer for pickup was given before item would be considered abandoned (see attached email from October 2023). Consumer did not return to dealership to retrieve hitch by choice,never was the item withheld or returned to the dealership for a refund. 

  As previously stated: As of October 2023, this matter has been thoroughly investigated by both the manufacturer and our dealership. A malfunction in the hitch was not deemed at fault for the incident and repair was non-warrantable. Gary Mathews Motors, Inc. will not be providing a reimbursement. 

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22742604
  
  I am rejecting this response because: There stance and response is ludicrous at best. The product was defective which caused the incident.  I only ask for refund on the product (hitch). Poor dealership, poor customer service in terms of communication, not standing behind product.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:06/26/2024

  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 brought in a vehicle to have factory recall work completed. After having the vehicle repaired and picked up, the check engine light came on (<20 miles driven). Contacted the dealership who asked to have the vehicle brought back in. After a couple of days with no response, I contacted to check the status. After a couple of days, they contacted me to tell me that they found another problem and it would cost $3,700 to fix. They claimed that the work they completed was/is not connected to this new problem. We have owned this vehicle since new. It has been the most reliable vehicle we have owned in our lives. No issues, no check engine lights, no problems. There have been 2 times we have taken to the dealer for repair (this one being a factory recall), and each time they claim to have found something new that had never existed before.Worst service we have ever received from a new car dealer. Gary Mathews motors should nto be trusted.

  Business Response

  Date: 07/10/2024

  Complaint received. Please allow me ***** hours to review service records and respond. 

  Business Response

  Date: 07/11/2024

  Dealership response attached.