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:08/23/2024

  Type:Customer Service 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 called about purchasing a car for myself and I was going to add my son as a driver and that’s when “****” the sales manager treated me less then human by saying I was attempting to do something illegal and also told me to never call this business again because we don’t want to do business with you. I was treated like an animal and he made me feel terrible. I called ***** **** to confirm what I wanted to do was ok & they totally agreed. As long as my son lives in my house hold and has a license I can do it. So I don’t understand why he was so rude to me and honestly it’s just sad humans treat each other this way for no reason at all. Thank you I just hope this place improves and has well informed management instead of “****”

  

  Business Response

  Date: 08/23/2024

  Dear
  Ms. ********, I hope this message finds you well. It has come to my attention that there
  might have been a misunderstanding during a recent conversation with our
  general sales manager, and I wanted to address this matter promptly and
  transparently. After our discussion, it was mentioned that your son had contacted us
  indicating that you were planning to purchase a vehicle in your name for him.
  Furthermore, it was brought to our attention that a similar situation had
  occurred previously where a vehicle was registered in your name for your son. I wanted to take this opportunity to clarify that such transactions, commonly
  referred to as straw purchases, are deemed illegal due to the fraudulent nature
  of the arrangement. A straw purchase occurs when an individual who is unable to
  secure a loan, typically because of poor credit history, has someone else with
  better credit credentials make the purchase on their behalf. This practice is
  considered unlawful as it violates the terms and conditions set forth in loan
  agreements and could lead to serious legal consequences. The primary reason why straw purchases are prohibited is that loan documents
  stipulate that the individual named on the loan must be the primary driver of
  the vehicle being purchased. In the event of any issues, such as repossession,
  the lender may encounter difficulties in locating the vehicle, potentially
  resulting in legal action against the borrower. I want to assure you that we value your business and are more than willing to
  assist you and your son in finding a suitable vehicle. However, to proceed with
  the purchase, it is essential that either both of you visit our dealership
  together to sign the necessary paperwork or that you obtain financing from your
  bank and provide us with the funds directly. Please feel free to reach out to us if you have any questions or require
  further clarification on this matter. We are here to help and ensure that your
  car-buying experience is both legal and satisfactory. Thank you for your understanding and cooperation. Warm regards, Tim Gunter Dealer Principal Gunter Nissan of Martinsville Gunter CDJR of Martinsville

• Initial Complaint

  Date:04/01/2024

  Type:Billing 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 am a Local repair shop that purchased a body control module from Gunter Dodge and needed them to program the module. They quoted me $ 150.00 . I dropped off the vehicle and an hour later they called and said it was ready, but now the bill was $337.00 for programming ! They charged me an additional $150.00 to remove and replace the module that takes 10 minutes and there was no way to drive the van with the new one in it until it's programmed . Then to add insult to injury they charged me $35.00 for shop supplies that they never used. When I asked why I was not contacted about the estimate increase they simply said that's the way it is, and that's how much you owe!. There was no attempt to contact me about the difference in price and they were very unprofessional. This type of price gouging should not be allowed it makes the entire auto industry look Bad !

  

  Business Response

  Date: 04/01/2024

  Dear Mr. ******, I hope this message finds you well. I am writing in response to your recent issue regarding the programming and installation of the body control module at
  Gunter CDJR. Upon reviewing the situation, it appears there may have been a misunderstanding
  regarding the pricing and services provided. When you initially brought the
  vehicle in, you were quoted a rate of $150 for one hour of shop rate time, with the
  understanding that the part would be installed by our team. However, upon inspection, we noticed that the part was in the front
  seat of the vehicle, which meant that the installation had not yet been
  completed. At that point, we informed your driver that an additional hour would be
  required for programming the module, which was approved before we proceeded with
  the repair for a total of two hours of shop time. We understand your concerns regarding the price increase and the additional
  charges for programming and shop supplies. Please know that our team always
  strives to provide transparent and fair pricing to our customers. We regret any
  confusion that may have arisen during this process. It is important to note that programming and installation are separate services
  that require different levels of expertise and time. As a fellow professional
  in the industry, we trust that you can appreciate the distinction between the
  two and the associated charges. We made every effort to accommodate you in a timely and fair manner. Our goal is
  to ensure customer satisfaction and provide high-quality service to all our
  clients. Sincerely,**** ****** Service Manger Gunter CDJR of Martinsville

  Customer Answer

  Date: 04/04/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The response says that there was a misunderstanding regarding pricing, There defiantly was! the service writer, ******* ********** gave me a estimate for $150.00 to do the job. They charged a additional 150.00 to install the parts that takes 10 minuets if a c class technician is doing it . there is no way to install the body control  module  on the van before it enters the service bay because the van will not run until the BCM (Body Control Module) is programmed! so for us to install it we would have to follow the van into the service area and then Gunter would have to let my technician install the part in the service bay. He states he told my technician there would be a additional charge. that is not true! he was told it would take a couple of hours before it was ready only. There was no attempt to contact me about the price increase!  again estimate is a $150.00 and then they added  $35.00 Shop Supplies but did not do anything that requires shop supplies. that is a rip off! just like 150.00 additional  Charge to install the BCM that takes 10 minuets in addition to that the All Data labor guide pays a half and hour to install a BCM but they charged me a hole hour! so even if I paid them to install the part they still rip me off and charged double  what that jobs pays ! They  are a rip off and operate without morals . 

  

  Business Response

  Date: 04/11/2024

  It appears there may have been a misunderstanding from your end while we were clear and transparent, regarding the pricing and services provided. When you initially brought the vehicle in, you were quoted a rate of $150 for one hour of shop rate time, with the understanding that the part would be installed by our team. As a fellow professional in the industry, we know you understand the distinction between the two and the associated charges.Best Wishes,
  **** ******Service MangerGunter CDJR of Martinsville

• Initial Complaint

  Date:02/21/2024

  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.

  Bought a new vehicle from Gunter. The car fax shows the car was involved in an accident prior to my purchase. This was not disclosed to me at time of purchase. If i had known of the accident, regardless of how minor, I would have not purchased the vehicle. As most people are aware, any vehicle involved in an accident loses value.

  

  Business Response

  Date: 02/21/2024

  Subject:
  Response to Complaint from Mr. ***** ******** Dear BBB, I am writing in response to the complaint lodged by Mr. ***** ********
  regarding for his vehicle. I would like to provide further clarification on the
  matter at hand. We made a fair and generous offer to Mr. ********, offering $1,000 over market
  value for his vehicle. However, Mr. ******** expressed dissatisfaction with the
  offer and believed that he was entitled to a higher amount. It is important to
  note that the vehicle in question had transportation damage, which amounted to
  less than 3% of the manufacturer's suggested retail price. As per Virginia Code 46.2-1571, any uncorrected damage or corrected damage
  exceeding three percent of the manufacturer's suggested retail price must be
  disclosed in writing prior to delivery. In this case, the damage on the vehicle
  was minor and the repair costs were well within the three percent threshold.
  The cost of parts for the repairs was $767, which is significantly lower than
  the threshold set by the law. We pride ourselves on conducting business with transparency and integrity, and
  we always strive to offer fair deals to our customers. Despite the disagreement
  with Mr. ********, we stand by our initial offer as being fair and reasonable
  given the circumstances. If there are any further questions or concerns regarding this matter, please do
  not hesitate to reach out to me directly at ************. Thank you for your
  attention to this issue. Sincerely, Tim Gunter Gunter CDJR of Martinsville

  Customer Answer

  Date: 02/21/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I am not satisfied with this response because I would never buy a vehicle that has an accident report. If they had disclosed this to me, I would have simply chosen another vehicle. It does not matter to me that it is less 3% of the overall value. It has lowered the trade in value. I can never sell it as an accident-free vehicle. This has been very unethical of this dealership. I understand that they claim that they did not have any legal obligation to disclose the accident, however there is a moral obligation. I will be certain to tell everyone I can about this situation.
  Regards,
  
  ***** ********

• Initial Complaint

  Date:08/22/2023

  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.

  I was having problems with my 2007 Chrysler Sabrie's transmission. I took it to a transmission shop for a diagnosis test. I was told the transmission was fine, it was an electrical problem in the computer or TIPIT. He recommended I take it to the dealer. (If it was the computer the dealer would need to re-set it.)
  I took the car to Gunter Automotive and stated the above to the service writer. The service writer said they would still need to re-run the diagnostic tests, I said OK.
  I was tool the cost to repair my car was $3,500. I ask what was wrong. He tool me I needed to repair the:
  Brakes, value cover gaskets, oil pan gasket, wiring harness, shift cable & a multitude of non related items. I ask how much to repair the transmission. He didn't know, he said he would call me back. I then got a call from the sales manager wanting to sell me a car. I told him I wanted my car repaired and wanted to know what the cost was. The service writer then called me back and said it would be around $1,100. I told him to repair it. He said it would be at least two weeks to get the wiring harness.
  I told him I had seen outside parts coming into the shop. He said the only time they did not use original "*****" parts was when the customer requested it. I told him I wanted original "*****" parts.
  The next week I got a call saying my car was ready. I went to pick it up and ask to test drive it. The service writer drove and I went with him, the car was not fixed. I later received a call from the Service Manager, he said I needed a computer and the best he could do was a used computer for around $500. When I told him I had been advised not to get a used computer, he said he did not have time to talk to me about it. We were disconnected. I called him back and he said he would fix it the way he said or I could come and pick the car up and he would eat the wiring harness. I picked the car up only to fine he had put a used wiring harness on my car. I now need a new harness.

  

  Business Response

  Date: 08/22/2023

  Mr. ******** brought his 2007 Chrysler into the Chrysler Dodge Jeep Ram shop and it needed to be diagnosed; so we could determine what the issues were. Initially we could not communicate to his vehicle due to his wiring harness being defective; we then purchased a used wiring harness and we installed it in order to have it communicate to the vehicles computer(ECM). After the install of the harness that (we covered all cost for), we determined that the vehicle actually needs a new PCM which is discontinued by ***** so we can't fix the vehicle unless we "roll the dice" with a used part. Since the cost of the PCM can get costly we advised the customer that the car isn't something that we would like to repair due to inability to get a new part from the supplier due to it being discontinued. Mr. ******** got upset because we can't get a discontinued part for his 2007 Chrysler which its beyond our control.In closing, we did not charge Mr. ******** at all for the part as well as the time the technician spent diagnosing his issue, thus the reason we offered to attempt to purchase the car due to the inability to repair it.

  Customer Answer

  Date: 08/23/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Regards,
  
  ****** ********

• Initial Complaint

  Date:07/27/2022

  Type:Sales and Advertising 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 went to Gunter Auto to look for a car because I need a car to take my wife to medical appointments. She is legally blind with trac equipment 24/7. I saw a car I liked and the price was $15,999 but I thought it was too high for me to make payments. My SSI is only $1020 and though the salesman said he would drop it to $12,999.
  I didn't buy the car because I was too worried about payments. $463 a month.
  A few days later the sales rep called me and said he could still cut me that deal for $12,999. He said he wanted me to have that car as it would be a reliable car. He also offered me a 100K mile warranty if I bought it.
  I went with my wife and got a ride with her caregiver. This was 7 20.2022
  After I arrived, they told me to sign papers and my payment would be $461. I signed the papers because I badly needed a car for medical appointment on 21st. After I got the keys they told me that there would be no warranty. and that the added costs would total $15,366.63
  I was very upset but they said I had signed so there was nothing more I could do.
  No warranty at all.
  I want to complain because they lied to me.
  Please help me. I don't want to pay so much for the car.
  Thank you
  ***** *****.

  

  Business Response

  Date: 08/03/2022

  This customer came back more than one time to purchase the vehicle and appeared extremely happy with his purchase. 

  Customer Answer

  Date: 08/04/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I was not happy I did not get the 100000 mile warranty.  I asked them to verify because I am on disability and read on a 4th grade level. I was told I was getting the warranty. I got home and had my caregiver read the paperwork and they denied my warranty and charged me for 15000 and was supposed to be 12,999. 

  

  Business Response

  Date: 08/04/2022

  Sir, You came into our business unsolicited. You signed all the documents without anyone forcing you to. The law contract states that there isn't a cooling off period due to buyer remorse. As far as the warranty it can be purchased outside of the deal with no interest if you just come in and see a finance manger. These guys will gladly help you with this. Keep in mind that your credit may not have allowed a warranty on your loan.

  Customer Answer

  Date: 08/12/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I still don't have license plates.
  Regards,
  
  ***** *****

  

  Business Response

  Date: 08/12/2022

  After careful review of Mr. *****s deal and a worksheet (which is included), it appears that the car was purchased on 7/20/22 and it normally takes 30 days to get the tag, but the state of VA has a current shortage of aluminum so normally in the past we would have given him his tag with his purchase but the STATE now mails them to the customer. So Mr. ***** should be receiving his tag within the next two weeks at ** ***** ***** ******** ** ****** In closing the worksheet shows that Mr. ***** paid $12,979 for his car after the starting price of $15980 with a DISCOUNT of $3700 we then added back in First Place finish to come to a price of $12,979. Naturally Mr. ***** understands that he is responsible for his taxes tag and doc fee which left the total at $14,200.69. I included a copy of this document in this reply as to end all of this back and forth. Mr. ***** paid exactly what he agreed to pay. 

• Initial Complaint

  Date:07/26/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Bought a 2021 Jeep Renegade from them. The air bag light came on and dropped it off for service. Received a rental car from enterprise and was told they would call me once the car was ready. The next day I received a phone call from them stating that my car was ready to pick-up. Took the rental to Gunter and picked my car up was told they found the issue and that it was a lose wire under the passenger side seat. Yesterday (7-24-22) I cleaned the car and raised the hood to put windshield washer fluid in it, i then noticed that the plastic motor cover was missing. Today (7-25-22) my wife called service and told them that it was missing and was told by service they didn’t touch anything under the hood before my wife told them what was missing, was told that we would receive a phone call and still have no response. I then talked to the service manger and was told that she would look for it and see what she could do about it and still no response

  

  Business Response

  Date: 07/27/2022

  We looked for the engine cover around the shop and could not find it, so the Service Director ordered a new one. We reached out to the customer and to inform him about what had happened. 

  Customer Answer

  Date: 07/27/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** *****