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:03/28/2025

  Type:Sales and Advertising Issues
  Status:

  UnpursuableMore 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 this Dodge Durango 2021 on 09/23/2024 and I've had nothing but mechanical problems ever since. I took the vehicle in just before Thanksgiving because of a tail light and a front end problem. The vehicle did not get repaired until after New Year because I had to wait on parts that took over a month or so to get. Upon making these repairs there was a lot of noise coming from the heater and when I took it in they could not reproduce the problem so I went a little while before returning with the same problem but this time I video the sound and took it to them to prove that there is a problem. During this time I was having an engine problem as well which today I was informed that it's a lifter problem on the driver side. Well this March 28th 2025 and I got the vehicle Sept 23 ****************************************************************************** every other month for some issues. I'm fed up because I'm paying for a vehicle that has a lot of issues and management is not doing anything to help me besides using my warranty to repair these problems.

  Business Response

  Date: 04/11/2025

  Good morning BBB and Mr. ********* I appreciate the opportunity to address/resolve the issues concerning the 2021 Durango purchased back in Sept. of last year, and hope that the newer Jeep that you just purchased is treating you very well.   With regard to the 2021 *******, that had roughly ****** miles on it when purchased: As you stated, the first concern regarding the "race track" taillights that had some areas (they span the entire width of the rear of the vehicle) that were intermittently not functioning, was an issue we wanted to address quickly as a dealership once brought to our attention.  Unfortunately, the parts themselves were on national backorder from the Factory and we could not get access to them for about ***** days, but once they became available they were shipped quickly to us and we completed the repair when the vehicle came back into the shop in February for the brake light repair at *****miles and later at *****miles, a couple other concerns were identified and subsequently addressed as well, under warranty/service contracts.  Our facility did collect a deductible/s on these subsequent repairs (I believe two deductibles in total were applicable over the course of those repairs:  $100 for the first and $250 for the second).  It is my understanding that alternate transportation was utilized during the repairs in an attempt to avoid unnecessary inconveniences, and that the vehicle has now been picked up and is in good working order.    Recently, our facility's Service Manager, *** ****, offered to reimburse both of those repairs' deductibles as well (I believe that concession was declined).   As a note, our good faith offer to reimburse those deductibles remains, and I would also like to extend the next general ****************** and checkup as a courtesy to make certain that vehicle is indeed back to good working order.  We apologize for the inconveniences caused and appreciate the fact that you have chosen to continue to present our location the opportunity to service you.   I look forward to catching up in the future.   My email:  *********************************************************************.     

  Respectfully, **** *******, General Manager

   

   

• Initial Complaint

  Date:10/18/2022

  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.

  In July I was sent a letter stating Enumclaw Ram wanted to buy my truck for $66,374 and the offer was good u til the end of August. When i went in to talk to them before August 31st, they only offered me about $56,000. This seems wrong that they will show you a big number to get you in the door and then lowball their initial offer.

  Business Response

  Date: 11/02/2022

  Dear BBB and/or ***********;

  My apologies for not getting this response back last week.  Since the customer did not attach the mail piece in question, I was attempting to match up the rough time frames provided in hopes of finding the exact mail piece the consumer received.   In this case, i was not successful.  However, our facility has sent advertising mail pieces out to the market place that uses verbiage similar to what *********** makes reference too.     Examples would say specifically:   "your vehicle may be worth $$$"    or    ".... up to $$$'s"     the reason for the rough approximations in all cases, is because the basic mail information only has access to the year, make, model of any unit.    It does not know the current mileage, current interior/exterior conditions, a complete list of current features and/or modifications, as well as any needed repairs/reconditioning.   This is why the mail piece will also have a disclosure statement in it that is similar to:    "Value may not be 100% accurate, see dealer for evaluation, details, assessment of your vehicle.   Mileage and wear and tear must be factored in using .14-.44 cents per mile....."      Each used vehicle, and owner's usage of it is unique, and thus each vehicle varies in the market place.   If *********** would like to attach the complete mail piece in question, I'd be glad to review it specifically as well.     Please let me know.

  Respectfully, *********************** GM

  Customer Answer

  Date: 11/07/2022

   
  Complaint: 18242375
  
  I am rejecting this response because:

  The vehicle was in for service in March so at that point the vin and exact mileage at that point was known to your dealership. Your dealership knew every OEM accessory (you had access to the window sticker with the **** on the vehicle as well as aftermarket parts.

  
  Sincerely,
  
  ***************