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:07/05/2023

  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.

  On 5/20/2022 we bought a 2014 Chrysler Town and Country Van from Tracy Langston for $14909.00 and it has had issues from the first oil change. We bought an extended warranty to give us the peace of mind knowing we are covered. We took the van in for its for its first oil change is when it all started with Tracy Langston. The called and stated the van had a massive oil leak I asked what was wrong and they stated the housing for oil filter was broke and leaking all the oil. I asked how this happens and the service department stated possible over tightening the oil filter. I stated that you did the last oil change and he stopped talking and changed the conversation. The warranty would not fix it and there was no oil in my driveway, and I check oil regularly, but Tracy Langston said they did not do it and it cost me over $900.00. Then it had to go into shop twice for a sensor that was under warranty. Then after the second oil change but before the third the van started to tick in the motor. My wife called Tracy Langston and the guy in service looked at the van and said it was the tires. I finally had to write a letter to the owner of Tracy Langston and he's service manager told us to bring it in. It was found by ******** who looked at it and said it was the motors lifters warranty paid for it. Just a little over a month later the transmission went out and the warranty company will not fix it. So as of today 7/4/2023, the van has been sitting at ******** because we can't afford to fix it. We have sent it back to warranty company to upper management but no word yet over two weeks. The van has now been it shop, and we have been without are second car now over a month. I tell you this because all this has happened in the last year. I believe that me and my wife were sold a lemon of a van, and no one cares. This is wrong my wife has MS and she does not need to not be stressed out over whether she has a ride or not. I hope you can help us with this issue we can't afford a lawyer and don't know what to do at this point. Thanks *****************************

  Business Response

  Date: 07/06/2023

  All of our preowned vehicles are thoroughly inspected and determined free of any mechanical issues at the time of inspection before they are placed on the lot for resale. The vehicles that are out of manufacturers warranty are sold AS IS with no warranty from the dealer but warranty protection is offered and a powertrain coverage plan was accepted by our customer. We are truly sorry for the issues that have came about on the vehicle but Tracy Langston **** does not determine the coverage on any failures and is all determined by the **** Protection Plan so any non covered items are the customers responsibility. The issue relating to the transmission failure  was denied by **** Protect because the cause of failure which was determined by an assigned inspector was due to leaking transmission cooler lines which are a non covered item by the powertrain plan. We have contacted upper mgmt. with **** Protect in attempt to get the decision reviewed and reversed but the case is still pending and we will continue trying to get coverage for our customer.
  Best Regards,
  ******************************************* ****

  Customer Answer

  Date: 07/09/2023

  I am just wondering what is next since Tracy Langston lied and said they did nothing wrong. Is this still pending or over. 

  Customer Answer

  Date: 07/14/2023

   
  Complaint: 20273766
  
  I am rejecting this response because:
  I think I have been done wrong I believe it's all about money. But they are the big company so they will when so let it go at least I can lay my head on my pillow at night knowing I didn't s**** someone over can they do that.
  Sincerely,
  
  *****************************