Complaints

• Initial Complaint

  03/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dropped my 2018 dodge Ram 5500 service truck off for some warranty work on Feb 10 2023, I was notified Feb 16 about extra work that needed to be done. Work was completed on truck and never received a call asking for payment. The truck had been in there care, I Received a call Feb 27th telling me my service truck had been broken into. They had not parked it inside of there locked gated compound, knowing I would be returning to get the truck March 1st. I have at least 100k worth of tools stolen and lots of damage done to the service body on my service truck. I can’t do my job and support my family with zero tools to do a job. Not to mention a good portion of these tools where passed down from my grandfather who is no longer alive. This dealership left me to deal with this situation myself instead of trying to come up with a solution. Basically taking zero accountability on there end and blaming everyone else. Currently I’ve lost wages, sleep and am stressing if the company I contract to will keep me around because of the situation this dealership has put me through.

  Business response

  29/03/2023

  I spoke to ******* the day that we discovered that his truck had been broken into. It is obviously terrible when this happens anywhere. I explained to ******* that we cannot replace his said value of $106,000 of missing property. When ******* dropped his truck off he told our advisor that he is going away and that he would be back after hours to pick his truck up on March 1st. ******* took our shuttle to the airport. He did not ask to be called to let him know if his truck was going to be ready before March 1st. Knowing that he went to the airport she assumed that he was away until then. I explained that he would have to use his own insurance and put in a claim for his losses. Generally if the insurance company feels that the dealership is liable they would contact us. 

   

  Customer response

  30/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: regardless of when I was or wasn’t getting back, I still should have been notified when the work was done, this is blatant disregard for someone’s property. Knowing this was in a high crime area should have also been a good reason to park it inside a secure compound. My insurance rates should NOT have to go up because of this dealership’s negligence. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  20/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On August 18th 2022 I received a phone call from your sales department. The person on the phone told me that I was eligible for 0% interest if I wanted to come and look at a new vehicle. Originally I said No I am really not looking but decided to stop in at the dealership as I was in the area. I came in and a sales person found who had called me, we met and talked about trucks. I saw a truck in the lot I really liked. We took the truck for a test drive during which we discussed the options the truck had. Between the time in his office and the test drive these were the options I asked and were confirmed to be on my new truck. 1. Command start, I noticed it wasn't on the key fob and he said this one you do it by phone, when I came in on or around October 24th 2022 to meet with ****** (a sales member) we were shocked to hear it did not have command start. 2. I was told it had dual cameras and it does not. 3. I was told it had lane change alerts and cameras and it does not. 4. the salesman told me it had 20 inch rims and they are 18 inch. 5. I was told the average fuel mileage would be the same as my then 2019 *** truck with a 6 cylinder and the reasoning was that the new truck had an Eco system that shuts down cylinders when not needed. The mileage on the new truck is horrendous averaging over 20 liters to 100klms compared to 13.5 I was getting with the 6 cylinder. 6. I was told I would get $6000.00 cash back then $3000.00 then it went to zero cash back. 7. I was later told I would not be able to get 0% financing and it was 5.99%, He told me my payments would be $450 then $550 then $650 and ended up $779 bi weekly. 8. I was told the plates would be the same as my other truck and they are not, they are about $25 dollars a month more. 9. I was told it had the stop start option for fuel savings. 10. I was never asked if I wanted the extended warranty and I was charged for it. Not one mention of it! 11. I was told I would get zero percent financing next year, then was told by one of the head sales people or assumed he was, that if I buy another new truck in a year I would get zero percent financing. If this was the deal then why would I want extended warranty? 12. The salesman told me he could defer payments for up to 3 months then 2 months then said my first payment was in 2 weeks. He also told me I could defer payments during the loan at anytime, I have not tried yet but I am guessing this will be false also. I have emailed my concerns on survey and I got zero response. I have came into the lot and were told that the general manager isn't in. ****** assured me that he has talked to the manager and that he will call me. I have not been reached out too on any of these matters at all. I am told that the manager knows of my concerns. I met with ****** on or about October 24th 2022 so the manager has had plenty of time to reach out to me. My intent is to take this to court if some of my major concerns are not met with satisfaction. If my concerns are dealt with I would need a loaner vehcle whilce the cehicle would be in the shop. I also have a heated seat problem and my steering wheel is cracking bad. **************************************************************************************************************************************

  Business response

  12/01/2023

  Business Response /* (1000, 11, 2023/01/05) */ Good morning. Mr. ***** dropped off a "demand letter" that he had written stating everything he mentioned above. I emailed him back within a day. This was the first time that I had heard from him since he took delivery of his vehicle. The 0% was available on approved credit. Mr. ***** did not qualify for 0% or any cash back. Mr. ***** initialed, signed and acknowledged all of the documentation regarding his interest rate, his payment, extended warranty etc at the time of delivery. In regards to the options on his new truck, Mr. ***** test drove the vehicle and saw the vehicle in person before he took delivery. He also signed a form after the sales person went through the vehicles options before he drove it home acknowledging that he was satisfied with the vehicle at the time of delivery. I emailed that form to Mr. ***** with his signature on it when I replied to his "demand letter". As a resolution I offered to pay for half of a new two way remote start to be installed in Mr. *****s new truck but he declined my offer. Everything was full disclosure to Mr. ***** at the time of sale and he agreed to all of it with initials and signatures.

• Initial Complaint

  12/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a new 2019 Ram Ecodiesel On June 29th 2021 with manufacturer 5yr 160,000km warranty. On Dec 3rd 2021 (60,577km)I had the vehicle in for a warranty with both timing cover gaskets leaking. The service department repaired both leaks under powerterrain warranty. They used RTV Grey gasket maker to preform the repairs as stated in the sevice notes. On Jan 30th 2022 (67,796km)my engine bearings failed with a 9.5l out of 10l oil during a recommended oil change period. I had the truck towed to the same dealership and was asked to provide oil change records. I provided what I could access and was denied warranty due to lack of records for the entirity of the vehicles life. The dealership sent photos showing the metal in the oil pan due to the failure. Upon further review I noticed that in the same photos my oil pick up screen was plugged with RTV gray sealant from the previous work done by the dealership under warranty just 7000km before. Lack of lubrication and dirt/debris or main causes of bearing failure. I believe the dealership did not take proper precautions to prevent oil contamination during this repair and the debris of RTV lead to improper flow of oil to main engine components. I was not even made aware of the possibility of contamination. Had I been I would have requested a flush and or oil change prior to the work being done. Something that should have been offered. Now I am on the hook for a $15,000-$20,000 engine replacement. I believe the dealership should take responsibility for their workmanship.

  Business response

  18/04/2022

  Business Response /* (1000, 5, 2022/04/18) */ Mr. ***** is correct, ***************** did deny warranty oh his engine repair due the lack of proof of oil changes. The timing cover repair was done by us was covered by ******************. The dealership does not have the ability to decide what is and what isn't covered by the manufacture warranty. The manufacture does. In this case the cause of the engine failure was determined by *******************. They ask for a number of tests to be done as well as sometimes ask for us to send them items from the customers engine for them to determine the cause of the problem or failure. ********** determined that in this case it was due to lack of regular maintenance. Some oil changes were not done for up to 22,000 km intervals. The dealership does push the manufacture on the customers behalf to approve warranty as much as possible so that we get the repair approved and then get the work in our shop. We were unsuccessful in this case. We did offer Mr. ***** a discounted price to try and help with the financial burden but he has not given us the ok to go ahead with the repair. As of today his truck is still sitting in our yard. If Mr. ***** does not want us to do the work I ask that he has it picked up as soon as possible.

*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. ↩