Complaints

• Initial Complaint

  01/29/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I recently purchased a ****** Frontier from *** ****** Saco and was assured by the sales representative ****** ******** that the vehicle would come with two keys. After purchase, the representative repeatedly delayed confirming the key's availability and ultimately stated only one key was available, post-delivery. This misrepresentation has left me deeply dissatisfied with the dealership's integrity. ****** wanted me to spend $250 for the spare key now for his misrepresentation. Moreover, this is a second issue Im having with this sales person while going through the process of the truck. purchase. The management was aware about the first issue. I seek resolution of getting the spare key free of charge through the Better Business Bureau now for this issue. Thank you

  Customer response

  02/09/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** ****

• Initial Complaint

  01/27/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Visited Jan 12 and met with ****** ******. We were looking at used ****** *************** showed us pictures of a 2017 Sienna in our price range. But, we were told the vehicle was in the service department, so we could not see it or test drive it on that day. ****** offered to put a hold on the vehicle for a refundable $500 deposit, subject to a test drive. He repeatedly told us that the deposit would be refunded if we wound up not purchasing the vehicle. We agreed and signed with a note that the deposit + purchase would be subject to a test drive (have this documented). We were told that the vehicle would be ready on Jan 14 to test drive, so we cleared out our calendars. Monday, Jan 13, did not hear from ****** about the vehicle.Tuesday, Jan 14 morning, I left him a voicemail that said we assumed it wasnt ready, so we werent going in for a test drive. He called back and said they were waiting for a service part. He sent me the service records of things they were repairing in the vehicle.Saturday, Jan 18th, morning, received a call from ****** that the vehicle was ready. I proposed test driving it on the morning of Sunday Jan 19th, but ****** said that wasnt possible because they had to box the cars up for the forecast winter storm (storm was forecast to hit Sunday afternoon). At this point I declined to purchase the vehicle since it had been so difficult to schedule a test drive, and I requested a refund on the deposit. ****** re-assured me that they would return the $500 to my credit card.Thursday Jan 23, morning, reached out to ****** to check on the refund. He said he had filed the cancel order already, and would check with the billing department about the refund and get back to me later that ****** update from ****** as of Jan 27th. I was repeatedly told that the $500 would be refunded, but it has not been. I would just like *** ****** of Danvers to honor their agreement and return my $500.

  Customer response

  02/06/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  

  The business has refunded me the money described in my issue. I am satisfied with their response. 
  
  Regards,
  
  **** ****

• Initial Complaint

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  noticed a check engine light on my vehicle and contacted the manager via email. However, I did not receive a direct response from her, and instead, a service technician reached out to schedule an appointment. I scheduled the service for today, January 15th, at 8:30 AM.When I arrived, the service engine light was no longer on, but the tire pressure warning light had illuminated. After completing the service, I received a call at 11:00 AM notifying me that my car was ready for pickup, which struck me as unusually quick, especially given the issues regarding the check engine light. I picked up my car at 5:30 PM today, and I found that while the tire pressure warning light remained on, the vehicle also felt sluggish and less responsive than it had ************* I mentioned earlier, I have serious concerns regarding the overall condition of the vehicle. When I purchased the car on June 3rd, the salesperson, *****, informed me that there was a service recall related to a sticker. After reviewing the ***** recall website and searching with my vehicles VIN (attached for reference), I found no record of such a recall. This raises further questions about the reliability of the information I was provided and the ongoing issues with the vehicle.This is the second time I am notifying ************* about a check engine light issue.Additionally, I want to report that the automatic idle function, which should turn the idle on and off, is not functioning properly. I have to repeatedly touch the button to turn it off, which is another issue that requires attention.Given these unresolved problems and the multiple instances where I feel my concerns have not been adequately addressed, I have a 6 month old and do not feel comfortable driving this vehicle in this condition. Thank you for your immediate attention to these matters. I look forward to your response.

  Customer response

  01/27/2025

  I have not heard from the business in response to my complaint.

  Business response

  01/27/2025

  *******,

  I spoke with our leadership at this store and understand that you came in on 1/15/25 and the check engine light was not illuminated and no codes stored. We see no mention of a tire pressure light on the paperwork from 1/15/25.
  
  Your Check engine light had been on back in June and we replaced the coolant thermostat and all appears to be operating as designed, again, no code of anything stored - which would happen when the *** is illuminated.
  
  The Start stop feature you talking about  is normal operation - you would need to shut if off each time you start the car that is the normal function of the vehicle.

  Customer response

  01/28/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Firstly, I noticed that the low tire pressure warning light was illuminated upon the vehicles return, which indicates it may not have been addressed during the inspection. Additionally, the mileage recorded at drop-off and pick-up remained the same, raising concerns about whether any checks or diagnostics were performed as part of the service.
  
  
  I am also experiencing an ongoing issue with the stop/start feature. Despite allowing the vehicle to run for some time, the feature fails to engage. As I am familiar with how this function operates, I am confident that this issue is not related to user error but may require further investigation.
  
  
  Lastly, I would like to express my disappointment with the tone of the response I received regarding these concerns. While I understand that challenges can arise, I would appreciate a more collaborative and respectful approach as we work toward resolving the issues.
  
  
  Please let me know the next steps to address these matters. I look forward to your response and to ensuring the vehicle is operating as expected.
  
  
  Thank you for your attention to this matter.
  
  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  01/09/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a used vehicle in May- had possession for 3 weeks- they have had the car since then because its a lemon, first a leak in the hoses, then the tire pressure gages & then I was told they are buying back the car without my permission as the engine is no good, I was then told its something else & not the engine- i advised that I want a different vehicle- I was then told they dont have a different vehicle for me on their enormous Car lot- I have been in a loaner since, some that needed to be jumped daily- I am now being threatened since I want a different vehicle that they will report the loaner stolen if I dont accept the original unfixed car back as I want a different vehicle even though the lemon law prohibits such practices. Reported to the attorney ************* as well.

  Business response

  01/10/2025

  There is a lot of misinformation shared here and we have tried at nauseam to assist this customer.  Unfortunately, during every phone conversation, the customer is condescending, rude and never let's any of our employees finish a conversation with out constant interruption.  In fact, one of her friends, during yesterday's call, had to take the phone from her to try and help navigate and hear what we were saying to her. She seemed very reasonable and understanding the process. The customer keeps throwing "lemon law" issues out, however, there ais a clear misunderstanding of what this is.  We have provided a 2024 loaner vehicle for this customer while parts (engine) arrives.  yes, there were some other items that were thought to be the issue, but is determined, as by a ********* dealer, that a new engine was needed.  The customer has REFUSED (until finally yesterday) to allow us to repair the vehicle stating "I do not want that car".  Well, obviously after driving a 2024 brand new car for the summer.  The customer has demanded to replace with like or better vehicle, which is part of the New Car Lemon Law and not the Used Car.  We have offered MULTIPLE times to buy her car back for FULL purchase price or trade for FULL purchase price, but the customer has refused, again until yesterday stating she wanted us to repair her vehicle to which she will pick up when complete.

  Regarding the "stolen loaner", that was a possibility since the customer refused her money back or come in to select a replacement vehicle (this is the customers responsibility to select, not the dealer)  She has stated she does not want her car back, which does not entitle her to keep our loaner, which is a goodwill gesture and not mandated by law.  She attached the loaner agreement here, which was signed electronically and you can see has an expiration date or return date at the end of November 2024.  She has not signed a new one or returned the vehicle.  

  As of yesterday afternoon, the customer agreed for us to repair her car with the replacement engine that is due in within a day or two.  She further stated she would pick up the car once we contact her that it is finished.  If that goes as she says, she will have her car that she purchased and we will have our loaner back.  Below is a snip it from the *** regarding the Dealer's Responsibility ... Note the first item, which was done multiple times.  

   

  Dealer Repurchase (Buyback) of Your Vehicle
  The dealer has a right to offer to buy back your car instead of making repairs. 
  You are responsible for helping to determine the refund by giving the dealer copies of your receipts and other documents for each cost to be reimbursed.
  You have at least 5 business days from when you receive the dealers offer to decide whether to accept the offer.
  If the dealer offers you a full refund and you refuse to accept it, you will not be entitled to any further warranty repairs.

  Customer response

  01/11/2025

  I spoke to ****** yesterday and he once again threatened me that he is planning on breaking the lemon law by forcing me to take the vehicle and if I do not accept them fixing the vehicle after 7 months instead providing a vehicle of equal or greater value per the law. Because he states that on the entire dealership, that they dont have one to give me. That he will report the car that Im currently in, the loaner as stolen and I could be picked up for driving a stolen vehicle. As a mother, a single mother- lose my job- everything so that they dont have to provide me a different vehicle. I dont accept that, thats what hes going to do and leave me without a vehicle in the middle of winter time as a working single mother, whos also in school. So AGAIN NO, I do not accept them fixing a car with a broken engine that they passed for inspection. One where it had several issues as outlined below. I do not accept them literally threatening my freedom and I had to call the police on them to make sure that the car was not reported stolen and they told me to sue them  for the  entire dealership for threatening me with filing a falsified  police ********* again I reject your offer or coercion. I want a car of equal or greater value. I want the lemon law followed- please see my email with a timeline of  the events.

   

  I purchased a used car from them and they inspected/passed the car, 7 months later they still have it because it has a bad engine amongst other issues. I requested a different car per the lemon law but ****** hut(the service manager), *******(the general manager) & ****** (the manager) keep threatening that if I dont let them fix it & take the car that they will report the loaner Ive been in stolen to the ******* police. I declined my money back which per the lemon law is my decision to make & Im in a loan so I would have to pay that off with the refund leaving me nothing, not even a car. I paid 5000 down for this vehicle & purchased an extended warranty as I was planning on passing the car to my 16 year old son. I originally brought it back because it was leaking antifreeze, they then possessed the vehicle for 5 weeks. The tire pressure gages went & they werent going to cover it because they had the car past the 30 day warranty during the first fix. I spoke with ******* who spoke with the sales manager ****** -who initially bullied me into buying the car when I had some hesitation. I heard a noise in the engine & he was brought over during the sale & questioned whether I ever really wanted to purchase the car. I told him I did but I was worried & he said he would fix anything that arose. ******* then said ****** would allow the fix but not a loaner. I pressed for one & was granted a loaner. The loaner had a bad battery & needed to be jumped every time I started it. I was given another loaner & months later I received a call from a car runner stating that the company was giving me my money back because the engine was bad and they needed the loaner back. I went down and spoke to the sales manager ******. He told me he was fixing the problem by returning my money. I told him I wanted another car or it fixed & I left. ****** called me for a sit down/call with ****** & he apologized/ said it would be fixed. I originally placed& removed a review & ****** called me on my way home & threatened that if I didnt remove it his departments wouldnt want to fix my car. I advised I already removed it & he continued to threaten that I couldnt get my car fixed otherwise. Months later the car remained unfixed until ****** called me & said it was the engine & the insurance company was coming to clear the fix. Weeks later he called again & said it was not the engine & they were investigating & the insurance company would come back out. At this point I came back to the dealership after telling ****** I want a different car, per the lemon law. ****** told me that they dont have a car for me & to return the loaner immediately. Meaning my car was still not fixed & they wanted the loaner back. He gave me ******** number & who told me if I dont let them fix the car I need to bring the loaner back and that I was lucky I was in a nice car for so long and I was rude for being upset. By the end of the conversation I advised that I was contacting the attorney general & for them to do whatever they feel is fit & ******* said I could keep the loaner in the meantime. I contacted the attorney general. I then messaged this week to note no further communication has been received & ****** called and told me that he was skirting the lemon law, giving me my money back- meaning I still owed on the loan and would get nothing because they charged me ***** total for a used 2016 ***** Cruze with 5000 down & that they were going to report the loaner stolen to the ******* police. I called the police and they told me I can sue for duress of them threatening my freedom by filing false police reports & that the car was not reported stolen yet. I called ****** who said if I take the car he would think about not reporting the loaner stolen, then he said he was not going to report it stolen. Im a single mom, an essential worker working with the elderly, Im in school & its winter & I dont have the car I purchased in May & Im being threatened because they sold me a lemon & dont want to follow the law. This has placed a huge strain on me and my sons life.

   

   

   

   

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  Business response

  01/16/2025

  As you can see from the original complaint, the business response and the consumer rejection, this will just continue into the same nonsense.  We are repairing the vehicle per the consumers request.  This is not a "Lemon Law" case as it does not meet any of the criteria, nor has the customer filed for the process of arbitration through the Commonwealth, which we have relayed to the consumer over and over.

  BBB, please close this as answered as the history of this customer and false claims will not be worked out in this forum.

   

  Customer response

  01/17/2025

  It fits the full definition per the ************************ who is getting in touch with their contact. Ive been in a loaner for 7 months- theres nothing frivolous about that.  I want a replacement & Ive attached proof that they have had my car since I purchased it. Ive also been threatened- nothing frivolous about that & it's quite illegal to file a false police report per the ******* police & threatening to do so to get your intended outcome is coercion. I provided plenty of time for the dealership to do their part as you can see and they continue to skirt the law. My car fits the car definition of the lemon law & the dealership knows that hence why they havent done anything & theyre waiting to see what happens. From our last contact in November to now nothing was done even after I continued to try to work with them. They know the car is a wash and I drove it for all of 2 days initially and 1 week later on. Nothing frivolous about paying a car bill & insurance on a car I havent driven and wanted to give to me son. Theyre dismissive attitude is they way I was treated this entire time & I was told I was lucky to even get a loaner. **** Phillipi ***** is doing an investigation as well because Ive had to go so far as to contact media. Im disgusted, its winter, Im car less and due to purchasing a car from  a shady dealership my freedoms were threatened. 

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  01/04/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2024 ***** CX90 back in April of 2024 and its been non stop issues, many that cant be resolved, since purchase. My vehicle has spent more time at ***** that it has with me. Its now with ***** for a faulty radiator and I am told the part is on backorder and could be months before its in. Meanwhile I am still paying for the brand new car that I cant use. I've spoken with everyone at the dealership including the ** ****** ****** who's customer service is basically nonexistent and I dont know what else to do at this point aside from hire an attorney to sue them for fraud and chapter 93A violations.

  Customer response

  01/14/2025

  I have not heard from the business in response to my complaint. Please note theyve moved locations further down on the same road but in Westwood now. Theyre also parented by *** Motors in Danvers- maybe they should receive the complaint too.

  Business response

  01/27/2025

  Mr. *********,

  We certainly understand your frustration on the backorder of parts for your vehicle.  Unfortunately that is out of our control, so we have provided you with a loaner vehicle while we wait for the parts to arrive.  My understanding is your loaner is a duplicate to what you purchased.  The vehicle was purchased with just over 13K miles and now has just over 36K miles, so I would venture to say that you have have the vehicle in your possession for quite some time.  We also looked into the "nothing but issues" concern and our records show that the issue was Bluetooth connectivity issue (not a drivability issue) and our team showed you how to properly connect your iPhone and have in the proper mode for the voice to work.  We cannot "just take a radiator out of a new car" as you had requested.  We must follow the warranty process and get the proper part from the manufacturer.  Taking parts out of a new car for replacement into a used car would never happen.

  We will continue to keep you updated on parts availability

  Customer response

  01/28/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  12/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Transaction Date: 12/14/2024 around 12:30 PM. $6,816 in total capital paid toward a new vehicle purchase, $45.00 of that paid out toward a ** State Inspection to be completed same day. *** ****** of Manchester, ** was committed to prepare the new vehicle for proper delivery, which includes a ** State Inspection to be performed. Something worth noting here is that I purchased my new vehicle during open service hours, just after 12:30 PM that day. The nature of this dispute on my end is that following new vehicle delivery I never received a ** State Inspection or Sticker, nor did I receive my twenty day temporary (yellow) registration either? All I got was my twenty day paper plate, then I was told by my salesman to "come back for my sticker, but be sure to set an appointment first?" I sat my appointment for a ** State Inspection with *** ****** of **********, ** for 12/21/2024 at 1:30 PM. When I got there I was told "they could not inspect my vehicle because I did not have my hard plates with me?" The gentleman with service was apologetic & kind to me, he took my information (name, number, salesman) and told me that they would promptly follow up regarding the matter. Get this, I had to drive nearly an hour and a half just to get turned away from a ** State Inspection that I was already owed 7 days earlier due to paying for it with my new car purchase? It's now been almost (4) business days and I am yet to receive a follow up call, email, nothing regarding this confusing & unprofessional matter? I am seeking a refund for the cost paid of $45.00 for the ** State Inspection that *** ****** of ** never performed on my vehicle. I do not wish to receive that refund through dealer credits of any kind, a check mailed to my mailing address would be the most appropriate resolution.

  Business response

  01/02/2025

  *******,

   

  It is my understanding that the ** has reached out to you and have satisfied this issue

  Customer response

  01/02/2025

  Hello again, BBB.

  I last spoke (via phone) with a member of sales management on 12/26/2024.  I was asked to present my receipt in order to receive my $45.00 refund.  I asked the sales manager what receipt he needed, but he did not answer?  I suggested a copy of my ** state inspection in which I got done with another ****** dealership, or maybe a copy of my bank check receipt from my total new car transaction?  His answer was "Let me see what I can do!"  Since that final text, nothing?  At this point, I am washing my hands of this drama altogether and I would much rather eat the $45.00 cost of the ** state inspection that I never received from IRA ************* If it's this much of an issue to get such a small refund amount back out of good faith from this dealership than I would much rather create my own form of closure here and now.  I had a good sales experience, I got my Crosstrek at a good price, but the only issue was my salesperson simply dropped the ball at time of delivery regarding my state inspection.  Live & learn on my end, stuff happens, we are only human.

  BBB, I would like to thank you for acting as a positive advocate during this complaint.

  Best Regards,

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

• Initial Complaint

  12/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I get from Mercedes Norwood dealer a MayBach gls600 in June ******* after 2 months I go back to the dealer to make check door trim the day somebody pointed the windshield is point chips and they agree to make replace the windshield after a week I pick up the MayBach then probably in a month I was in the car wash I see water get in inside the MayBach by the seal up the windshield now I'm still waiting for the windshield replaced pass already 4 months,,, even in the rain water get in side my suv over 200 thausand dollars suv with water leaking by the windshield and the service department they want to use the same company do you think I dont feel comfortable and I have to wait more then 2 weeks to get replaced because is diferent vendor who does the windshield replacement another situation they got the glass yesterday and not body call me I send numerous pictures and videos to the manager and call so many times about this situation and I gonna put this letter to with cero stars review some body from the office has to call me and fix this situation my name Eluard ***** cell number ************ is unacceptable this situation.

  Business response

  12/23/2024

  Mr. *****

  You have refused to bring your vehicle to the dealership for us to diagnose the issue.  Additionally, we offered to pick the vehicle up at your residence in *************  We have a windshield in stock and offered to sell it to a windshield vendor of your choosing to perform the work.
  
  We have had at least 5 phone calls with you regarding this matter. Every time we get to a situation that is agreeable to you, you call back an hour later yelling and swearing.  We were hoping to have your local dealer repair this and we would work it out with them, however we are told you are not allowed to do business at that store.
  
  We have done everything to help you, but it appears you do not actually want assistance here.

• Initial Complaint

  12/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Mercedes of Hanover had an employee try to scam me out of money. They also tried to charge me different prices for the same service. No one wanted to help me and my car is still having the same issue after paying for a service

  Business response

  12/24/2024

  *****,

  Your characterization of a "scam" is not accurate.  We have reviewed your services and each were charged appropriately.  **** services are not always the same, as some involve additional parts and/or labor.  Checking with several MB dealers for these services, each store seems to be right in line with each other, so we are unclear as to what your actual complaint is. 

   

   

  Customer response

  12/30/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Devon

   

   

• Initial Complaint

  12/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I Purchased a 202 Rave 4 at the time of purchase I also purchased ************* & the Extended Warranty. I went there to cancel both and was handed a website to fine for the refund. Since filing I have had no word from *** ******. I have been back to the dealership twice but nobody knows nothing. I am frustrated.

  Business response

  12/26/2024

  Good Morning,

   

  It is my understanding that you have resolved this with the store directly to your satisfaction?  Please advise if there is anything else that is needed.

   

  Thank You

• Initial Complaint

  11/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  11/8 replaced spark plugs. 11/9 returned w car not running properly. Told it was another issue. Coolant valve. Repaired that $879 on 11/12 - next day car check engine light on. Was told now its faulty spark plug. $879 worth of unnecessary work. When attempt to resolve told it was a known ****** issue and the dealership repairs 3-4 a month. The computer said the valve issue was a problem and if computer says nothing they can do about it. Totally unacceptable and taken advantage of.

  Business response

  11/20/2024

  *********,

   

  Thank you for reaching out with your concern.  I took some time to research the issue and your service history.  I have found the following:

  Oct 23 - You brought in your vehicle to have a ******* mile maintenance service and  4 wheel alignment, which was were completed and a recommendation was made to replace spark plugs. 
  Nov 8, You brought in your vehicle to have the spark plugs replaced.
  Nov 9 - You stopped in to say that vehicle was not running well.  We scanned for codes with the Tech Stream computer and code P268115 was found indicating an issue with the coolant by pass hose. There were no other codes found in the vehicle at that time.
  Nov 12 - Your came in to have the coolant by pass hose replaced.  On this repair order it had been noted that this issue was not related to the spark plug replacement, which makes sense since the two are items in the car are not close to being related.
  Nov 14 -You came in with running condition and there was a check engine light on.  Using the Tech Stream computer found multiple misfire codes narrowed down to cylinder #1 and it was found that the plug in that cylinder had a damaged electrode.  This was replaced at no charge to you.  At this time there were not any other codes than the misfire codes.
  
  I apologize and understand the frustration when multiple things arise in a short period of time.  Regardless of the make or model, vehicles with higher miles will have some items that fail. My team did  explain that we followed protocol in diagnosing your issues and also explained the codes that were found and when they were found.  They explained that when we pull a code, we then have to drill down and find the affected component(s) which need repair. We explained that we found the code for initial issue and no other codes presented at that time.  When coming back in with the check engine, they again followed protocol in diagnosing the concern and at that time the only codes were the misfire, no other code present.
  
  I understand that you insist that it was the spark plug issue that caused the running conditions from the beginning and did not believe that the coolant by pass hose needed replacing or that it was the issue at all. That would not be a correct assessment as the computer codes pulled illustrate differently.There are no unfair charges for these repairs and all were needed to rectify your issues.

   

  Customer response

  11/20/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *********

   

   

*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. ↩