Complaints

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So I was looking at trading in my 2017 Dodge Durango. And figured I would try a local dealership (Twin Motors), I told them what I wanted for my trade in and they *** ****** me, so I approached another dealership in Winnipeg (******** *****) and got a way better trade in value, so I went back to my local dealership trying to negotiate and was told by the manager “good luck getting warranty work done if you buy from out of town” *** ********* *********** To not have warranty or service work done if I bought from ******** ***** and not locally. So I contacted ******** ****** telling them the situation and ******** ****** says “nope they have to do the warranty work” so I proceed to buy the New 2022 Ram 1500 from ******** *****. I go to book in the truck at Twin Motors for a Recall that needed to fixed. The Manager Luc ******* Told the service department to take my truck out of there and not to work on it. I went into Twin Motors and Talked with the manager (Luc *******) and he told me “maybe if you would have bought your truck from us we wouldn’t have this issue” and was also told “we are backed up with local customers and would like to serve them first” I told him I was willing to wait for a spot and he would not book me an appointment. Refusing warranty/Recall work. I phoned weeks later and without mentioning my name. Asked when the next available appointment was, which I was told “we can get you in tomorrow anytime” as soon as I mention my name the service department says “oh. It comes up here that we can’t book you in for warranty/service work” so I phone ******** ****** and they tell me **** ****** ** ********** ****** *** nothing they can do to help me. ********* * *** **** ****** * ****** *** ***** **** **** ******** **** ******** ***** I now have to drive 5 hours to my closest dealership to get warranty/service work. **** ** ******** ** ***** **** *** ******* *** *** *** ******* ********** ** **** ******** ****** ** *** ******* ** *** *** * ***** **** **** ** ****

  Business response

  15/12/2022

  ** ****** ********* ** ******* **** ********  

  Mr **** was working on purchasing a vehicle in Winnipeg according to him, when he began negotiations with our store.  He even test drove vehicles overnight on a few occassions.  During the negotiation process, when Mr **** verbally told us of his proposed deal from the Winnipeg dealership on a different vehicle, in order to keep the business local, the trade-in value given to him on paper was adjusted to match the Winnipeg offer. 
  He stopped answering our attempts to determine if he was purchasing the vehicle or not. 

  After many days, he then contacted us again to inquire about whether he would be able to get in-house financing - which indicated to us that he was not approved for financing at the Winnipeg dealership.  We made a deal on the vehicle pricing, pending finance approval.  After a few days of working with the banks, we were able to secure financing with one of our finance sources. It is unknown to us why the Winnipeg dealership was unable to get a finance approval to that point.  Presumably Mr **** was in contact with the Winnipeg store, either by them contacting him after they were notified that a prior decline was now approved (once a bank give an approval to one dealer it would update prior applications with that approval) or Mr **** contacted them to say he was approved at our store.

  
  At that point, the vehicle was on hold as sold to him, pending financing, of which we were able to obtain, so we held up our end of the deal.  We tried to arrange an appointment with him for delivery.  He replied saying he was buying in Winnipeg.  Again we tried to make it more advantageous to buy local by further adjusting the price so that we could keep a local customer.  At the end of all the negotiations, and based upon the deal numbers that he provided from his Winnipeg offer, he was paying about $**** more at the Winnipeg dealership.  Even after pointing that out to him, he said he was buying in Winnipeg.  Mr **** proceeded to purchase the vehicle from Winnipeg, even after we met all of the conditions of a deal with him during the negotiation.  

  We service many different brands of vehicles, for many customers - ones who have purchased through us and ones who have not.  We have a VIP program that is provided to everyone who purchases a vehicle in our locations, which gives them priority as a service customer.  Mr **** would not have that priority given that he purchased the vehicle elsewhere.

  
  His direct targeted personal attacks online, and his online attempts at slandering our business integrity has led to our refusal to have him as a customer in our store.  Many of our staff do not want to have any contact with Mr **** f** **** ** ***** *** **** ****** *** ***** ****** *******  *** ****** ****** ** *** ********* ******* ********* ********** ********* * ****** ******* *** ** * ******** ******* ** **** ** **** ** *** ********* *** ********* ***** *** ********* ******** **** ** ******* * ****** **** **** **** *********** **** *** *** ***** ** *********  
  We are not in the habit of denying customers warranty or service work in our stores unless there is a serious reason to do so.  ****** ****** ******** ******** ******* *** ******** ** ******* *** **** ** *** ********* ***** ** ***** *** ******* ******* **** *** *********

*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. ↩