Complaints

• Initial Complaint

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Having a ***** 35.000 dually down because of hydraulic lifters. And they can’t fix. No rental. Truck down for two months. Under warranty.

  Business response

  08/07/2023

  BBB spoke to Don at the business and the following was relayed: The vehicle we had with this description is listed under a **** with the same last name. Currently there are no repair orders or parts on order for this customer or vehicle that I can locate in our system.

• Initial Complaint

  01/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This business accessed a federal application; this business knowingly and willingly misrepresented the approval status of the application; this business knowingly and willingly denied acceptance of a federal application against the will of the applicant

  Business response

  01/23/2023

  The customer got a pre approval through his bank. After he picked out the vehicle of choice we submitted all the figures to the bank and indeed he is approved. But clearly as stated in the document the customer provided to you, the decision from the bank was requiring the customer to put 12000 total down. We tried to explain it and he told us we were lying. We showed him the approval which he attached to you guys and he believes we put the 12000 down not the bank. To us it doesn't matter how much down a customer puts as long as the bank will approve all the money. He said he wouldnt or couldn't do 12000 down and wouldn't switch to a lesser expensive vehicle, he would only take new.

   

  After explaining all the stuff with the bank the customer proceeded to get boligerant and throwing out racist terms to my sales people receptionist and finance manager. We politely asked him to leave and he wouldn't until yelling and arguing further about his banks approval all while him refusing to call his own bank and having them explain it to him as well

  Customer response

  01/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  
  the business’s respondent is incoherent. I was not able to interpret any truth from their previous response due to the errors and incomplete sentences. 
  

  “That’s what we requested” seems to be associated with the “decision” when is shown to the left of the “application”.
  

  I challenge their interpretation of the banks “[there] decision” to impose a “cash” contribution over $10,000 or an APR% greater than 3% 

  Inquiry: will the bank be able to confirm the bank approved FS App # ********* with no money down.

   

  analyst **** ****** ****** ************ * ****

  Please define “there decision” as the dealership respondent has not used any numbers to signify in the financial institutions words how much money the dealership REQUIRES to be paid in cash.
  

  was FS App #********* approved for a 2023 **** ********? 
  

  according to Capital One Mr. ****** is approved for $4,000-$55,000 in auto financing 

  
  Regards,
  
  ***** ******
  
  
  
  

  
  

  Business response

  01/25/2023

  Clifton Park Jeep would be more than happy to finalize a deal with Mr. ******. Unfortunately we have to go off of what the banking computer system says as we are a third-party service for financing. But if Mr. ****** could go directly through his own bank and come in with a certified check for the total amount of the vehicle. We would be more than happy to sell him the vehicle of choice. We would provide a purchase agreement for the bank and Mr. ****** if need be.
  
  Mike B*****
  Sales Manager

• Initial Complaint

  01/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2017 ********* ****** from the business listed. Within weeks of purchasing the vehicle in late September I brought the vehicle in for a transmission complaint. The vehicle was shaking at around 45 mph. Michael K*****, the service manager, rode with me in the vehicle in early October and agreed that the issue was a drivability concern. He said it needed to go to a ***** dealership for repair and that they would fully cover the cost of the repair. ****** ********* (Tom in the service department) recommended a transmission flush as a first measure. Now that the transmission flush has occurred, the car shudders after being at a stoplight, slows and almost stalls in an intersection. I spoke to the service manager from Clifton Park on 1/2/23 to confirm they will cover the repair as stated and now they are saying that the vehicle is beyond the limited warranty and will not address the cost. I spoke to the manager of the dealership and am pending a response. The transmission repair is scheduled for the 10th at ****** *********.

  Business response

  01/25/2023

  BBB spoke with the business who relayed the following:

  We have been in contact with this customer and are actively working towards fixing this issue for her.

  Customer response

  01/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The transmission is currently on backorder and I had to rent a car since approximately January 4th and buy an additional car since it is taking so long to get a transmission in to the shop. I was told neither the original dealership or the repair shop have a loaner car for me to use at this time. The dealership I purchased the vehicle from informed me that my transportation expenses while I wait for repair will not be reimbursed.
  

  Please leave this claim open until the repair is completed and the issue resolved.

  
  Regards,
  
  ******* *******
  
  
  
  

  
  

  Business response

  01/26/2023

  Rental reimbursement is not cover under warranty. 

• Initial Complaint

  12/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my *** truck in for service. I had them replace exhaust manifold. They called to tell me it would cost an extra $200. I told them it was not stated price. They then said they would do it for $550 and I agreed. Work was done and I picked up truck. The truck was leaking oil from the area they worked on. I brought it back to the dealer on Dec 2, 2022 and they said the head was cracked. I spoke with the mechanic, and he stated there was oil on the engine. I told him that I used PB Blaster (*******) to help with bolt removal to make his job easier. That is totally different than oil gushing out of the head after I picked up from first r"Repair" Why was this not mentioned to me upon my first visit. I looked at the truck before repair and I assure you there was no oil leak. I was told by Mike the service mgr. They will not assume ANY responsibility for the damage they caused. I also spoke with the G.M. Rafeal. He said they can't help me. I really need them to replace the cylinder head that they broke. 

  Business response

  12/12/2022

  Tell us why here...The customer brought their *** in for us to replace the customer supplied exhaust manifold.  While replacing the exhaust manifold the inner fender liner was missing, found that there were 7 broken bolts, bolt heads were rounded like someone else was in there, and everything covered in penetrating oil. We extracted the bolts and installed new hardware without using extreme heat or power tools.  The customer came back in stating that there is an oil leak, we did find that the cylinder head near the valve cover has a slight crack.  The crack is above where we were working and there are no oil passageways in the vicinity of where we replaced the exhaust manifold.  We informed the customer, and they were unhappy and told us we were going to replace the head, being that it is not related to what we did we told him no, and that he was responsible for the charges to replace.  

  Customer response

  12/14/2022

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  The attached document shows there was nothing further needed to fix on truck upon the completion of truck.  If it was so bad then why did they say nothing curther needs to be done. I sprayed penetrant on bolts to asn removed fender liner. The simple fact is, there were NO leaks when I dropped truck to them. Upon pick up the cylinder head was cracked. The dealership clearly damaged my head. I do not accept their response.  Regards,  ***** ******

• Initial Complaint

  10/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Finance department was not upfront about fees and manipulated our interest rates based on if we purchased a warranty or not as well as not clearly answering our questions and telling us one price and giving us another when we came in. Also signed us up for a program but failed to inform us it was an additional 800 dollars. A part of the purchase was that we would get new tires on the vehicle and was given a printout of the exact tires we would be getting. We purchased the vehicle with the tires as promised only to get home and realize that they put the wrong size (245 60 r20 and supposed to be 245 50 r20) on the vehicle. Called when we noticed a rubbing on the vehicle and was given the run around about how we could use both sizes but we assured him the door stated the 50 option and it was agreed that they would put the correct size tires on after they check. We had the tires replaced and when picking up the vehicle we noticed they were noticeably different and not the same tire that we agreed to when purchasing the vehicle. Called the manager immediately and did not hear back. Called back the following day (today) and was given the run around about how we got tires and it didnt matter what ones. The tires they replaced them with were 89.00 cheaper PER TIRE. Which put them in a drastically different category of quality of tire and not what we would even purchase for our vehicle. I spoke with the manager and was informed that they did what they said they would do-completely disregarding the fact that we would have the higher quality tire had the mechanic not put the incorrect ones on our vehicle and that we purchased the vehicle with these specific level of tires.

  Business response

  11/15/2022

  The customer purchased the vehicle with the agreement that 4 tires would be put on the vehicle.  When the vehicle came through the service department at the dealership we matched the size of the tire that was currently on the vehicle. The customer called and stated that the tires were the wrong size for the vehicle our service manager told the customer that he would order the proper size tire. At no point was there a specific tire mentioned to the service department.  We installed a brand new set of 245 50r20 tires on the vehicle that are a 65,000 mile tire that are similar in uniform quality tire grade.  After the customer had picked the vehicle and driven home, they then called and demanded that we change the tires again to ******* ********.  At this point the vehicle has a brand-new set of 65,000 mile tires on it.  As per New York State Lemon law, the vehicle passed inspection, we put the correct tires on the vehicle our responsibility is done.  The customer signed off that prior to taking delivery of the vehicle that the vehicle was as represented, and that there was nothing owed to them.  Yet now they have filed a complaint with your office.  As a dealership we are not obligated nor bound by a we owe agreement or state law to do anything further for this customer.  Please also see attached the vehicle was delivered as promised to them with their signature on it.

• Initial Complaint

  10/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2022 chrysler pacific hybrid purchase with third row seat with small tear in seat. this was brought to the attention of business. the company had informed me they ordered replacement of seat cover with no expected date of delivery. I repeatedly made calls to business for a update, still no date of expected repair given. Spoke to business about the need to place a rush on repair as a wheelchair lift was needed to be installed with in the car and the is on hold until repair to seat is done. the lift not being installed in the car limits my sons ability to get to much needed appointments. I have spoken to parts and service department many times as well as leaving messages for manager to call me and they have not called me back and when i call them again their staff sends me directly to the voicemail of the managers of this business. I am willing to provide any document/pictures upon request. the wheelchair lift that will go into the car will be installed over the torn seat which stows in the floor so I want to get the seat repaired first, then the lift can go into the car, this was purchased from ******** ***** (from another company)and this company wants to set up a date to do the install but we are waiting on the repair to seat from the place that i purchased the car from first. I can no longer wait beyond the 5 months already waited and would like some compensation or immediate repair as the car only has a 4000 miles on it. I have gotten no answers from any staff member at ******** as to when I can see repairs. I feel I am being ignored at this point. Can this be resolved?

  Business response

  10/13/2022

  We would be more than happy to repair the customer's vehicle once the parts are available.  The part was originally ordered in July for the customer, then in August the dealership went through a buy sell and back ordered parts orders were cancelled.  We reordered the part for the customer in September and upgraded to the highest priority status that Chrysler has.  In the pictures above you will see that Chrysler currently does not a have a supply source for the seat cover.  They are working on finding a new distributor for that part.  Currently the customer vehicle is first on a list of four for this particular part.  I have reached out to our representative at Chrysler to see if there is additional support that can be provided in acquiring the seat cover and am currently awaiting a response.  Again, we would be more than happy to repair the vehicle under the manufacturer's warranty with the correct part once available.

*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. ↩