Complaints

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10/19 I brought my 2019 Ram in to get a (free) oil change, and a new set of wipers since winter is right around the corner. They offered me a tire rotation, which I agreed to. I paid for the oil change unknowingly and went to leave the lot where I saw my battery light on. Thinking it was a diagnostic that they must have run, I drove home and the light remained on and smoke poured from the hood. I called and was transferred to my rep which I left a voicemail. I called back 45 minutes later since they are due to close and had them page him while I remained on the line. I brought it back in and 3 hours later I got a story about a bad filter and bad serpentine belt which were replaced. Monday 10/21 I went to work (overnight) and noticed a hesitation in it starting. I drove it to work, and after my shift, the truck wouldn't start. I jumped it and the lights on the dash didn't come on so I thought it was ok. 5pm (8ish hours later) the truck would not start again. I called and had it towed to the dealership. They had it for almost week without ever communicating to me. I had to go into the dealership to get it back. It was a dead battery. I was told someone would reach me Monday 10/28 by a sales manager and the service tech, but no one called. My faith in their service dept is gone and I would like the money I paid for the warranty refunded back to me, since I will not be using their dealership for any other service going forward, I even showed my call log to the manager to show no calls were ever received nor any voicemails. The only calls were when I made one to confirm it was getting towed there, and twice to check the status on 10/23 and then 10/24. 10/26 I called, got another voicemail and decided I had enough and went into the dealership. The service guy said it was ready since Wednesday but when I called I just got the run around. This happened the last time I had a recall service done, they let it sit for weeks before I towed it to another garage.

  

  Business response

  11/18/2024

  We have spoken with the customer, unfortunately there was a malfunction with the filter. We worked with the customer to address his concerns, and believe him to be completely satisfied at this time. If there are any further concerns, please contact Paul at ###-###-#### or Casey at *** ************.Thank you,Joe Cecconi's Chrysler Complex

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my 2018 ****** ***** to them for a slow leak in the right rear tire. They tried to sell me a tire, air filter, and rear brake. I bought the car from them ten months ago. At the time I bought it, they put new brakes and tires on the car. I have driven 6,000 miles in ten months. Why is the brake bad?? I questioned if they installed a defective brake and suddenly there was nothing wrong with the brake, don’t worry about it. But there’s a screw in the tire so you need a new one. I paid $287 for a new tire and took my car home. The next day I was driving to dinner and I got on the LaSalle expressway. When I got up to speed, 62 miles an hour, I know because I looked at my dash to see and set the cruise control, the hood blew open and slammed into the windshield. Everything on the inside of the windshield, ** ****, camera, etc, fell off onto the floor, I screamed, my husband managed to direct me to the side of the highway and he put the hood down and drove us home. I didn’t open the hood, I’m not a mechanic. They sent me a picture of my air filter so I know they opened the hood. I took it in for a tire. Now it sits in their parking lot while they try to tell me it’s on me. They think because 2013-2014 ****** ******* and *********** had issues with their latches that it must be the car, not their mechanic who didn’t completely close the hood. They want me to turn this into my insurance company. Why? I wasn’t in an accident. I think they are actually lucky I wasn’t in an accident. I’m hysterical over the whole thing and they won’t fix my car.

  

  Business response

  10/10/2024

  With apologies to the customer in this situation, many ******* from that era have been recalled due to hood latch failure. Her specific vehicle was not covered by a recall. We reviewed video of the incident, the vehicle hood latch failed once we opened it, and we did not do the correct job of explaining the defect to the customer. We have agreed to repair the vehicle due to our error, and expect the vehicle to be repaired next week and returned to the customer. Please contact Paul at *** ************ with any questions or concerns.

  Customer response

  10/21/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  [Paul from the dealership claims that ******* have had a good latch issue.  This only covers 2013-2014 ***********.  ****** *****s do not have this issue.  I checked the government’s website with regard to recalls and my car has none open.  Also, I have interior cameras in my car and have video of the mechanic not closing my hood.  The fact that the dealership is trying to blame anyone and everything else rather than take full responsibility is unreasonable to me.  The car was given to them for repair on September 13.  Today is October 21 and I still do not have my car.  This is unacceptable.  I have bought four cars from them, I brought it in for a leaky tire.  None of this should have happened.  I will never buy from them again and I will tell everyone to stay away.  Regards,  ***** *****

• Initial Complaint

  09/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On September 4, 2023 I leased a 2024 **** ******** *** ****** from Joe Cecconi's ******** Complex. We agreed to a payment of $456.74. The contract provided to me states such. The contract the dealership provided to ******** ******* was for a different amount. $464.79. After essentially being talked down to and called a liar, Amy (sales manager) and Landon (finance) discovered that is was in fact their error. After conferring with ******** ******* they were directed that the fix was to unwind the deal. I spoke to ******** ******* myself and they confirmed that the dealer should unwind the deal and take the vehicle back. The dealership is refusing because the vehicle is already registered. I have confirmed that they can undo this or at the very least transfer the registration. The best path forward is for the dealership to unwind the deal, take possession and ownership back of the vehicle, and refund my down payment in full.

  

  Business response

  10/12/2023

  With apologies, we did use the tax rate for Erie instead of Niagara on this transaction.  We have worked with the customer and corrected the paperwork error. We believe she is satisfied with the outcome at this point. Please feel free to reach out with any additional questions or concerns.  

  Customer response

  10/12/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   Regards,  ******* ******

• Initial Complaint

  05/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an 2016 ***** ******** from Joe Cecconi’s. March 1 2023 The car is having Transmission issues (within the first 60 days of my purchase) The service department at Joe cecconi never fixed my car, they actually gave me the run around telling me the car is fine and driving as designed. I took my car to *********** ************ and was advised immediately there was an issue after a *********** Representative test drove my car and connected it to a diagnostic machine this process took 15-20 mins. Meanwhile Joe Cecconi had my car for days without being able to detect “anything”. I then took my car back to Joe Cecconi with the paperwork from *********** (detailing the issue) so that Joe Cecconi could repair the car and again they gave me the run around, my car was there for days with out any resolution no communication. Under the Lemon Law the dealer has to repair any issues within the first 60 days and/or 3,000 miles. At the time it was well under 60 days and I’m well under 3,000 miles as of today. I feel as if the dealership was stalling the issue to get to the 60 day deadline so that they weren’t responsible for it anymore which is unethical. I have never felt more duped, Looking back at my interactions with the entire Joe Cecconi’s staff the only time I was treated decent was when they sold me the car and when they called to tell me the bank that financed my loan would be calling me to finalize the loan. I’m not one to use race but I truly believe maybe my profile had something to do with the way the treated me (not initially but once the sale was made) I was never offered courtesy vehicle or anything for my inconveniences. The staff at Joe Cecconi’s never acted in good faith in our transaction, they got over on me.

  

  Business response

  05/30/2023

  We have met with the customer and have scheduled an appointment this week to review his vehicle concern. Please reach out to Alex B or Paul S at *** ******** with any additional questions or concerns. 

  Customer response

  05/30/2023

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ******** , and find that this resolution is satisfactory to me.  Regards,  *** ********

• Initial Complaint

  04/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had purchased a ***** *** **** ****** in july of 2022 took till december for the truck to come in when I was told it would be in in 6 weeks since ive had the truck it has been back for repair at least 10 times first it was there for a navigation issue at least twice then it had issues with the radio took it back 4 times for that only to get it replaced now my transmission is shot I bought this truck to start my own business they have had it for a month so far and they have no ETA for my new transmission I cannot survive with out my truck and they are doing nothing to correct this situation this truck has been a lemon to me please help me if possible please feel free to contact me ********** thank you for your time and consideration on this matter

  

  Business response

  04/24/2023

  We do apologize for the concerns with this vehicle. We are aware of the transportation delays with this vehicle that took place, and are working to both expedite parts for the vehicle repair, as well as obtaining authorization for a commercial rental vehicle in the meantime. We maintain a fleet of vehicles for customer loaner and rental, but unfortunately, we are unable currently to provide commercial towing vehicles through this program. We are reaching out to discuss any steps we can take to alleviate the concerns in the meantime. Please contact Paul at extension **** ** **** ** ********* **** with any questions or concerns.

   

• Initial Complaint

  02/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My truck broke on December 24th, 2023. I paid out of pocket to get my car towed since it was Christmas Eve. My truck was dropped off to Joe Cecconi's on December 27th. They left the truck in the parking lot for one week without touching it. For one month they would not provide me a rental car, which left me paying out of pocket for a rental. After a month they provided me with a minivan rental but I drive a truck for my business a minivan is no help to me. It is now around 7 weeks later all the parts still aren't ordered and I still cant get an update from them on how long it would be until my truck is fixed. This truck is my business and without it I cant make money.

  

  Business response

  02/16/2023

  We are aware that the customer has been without their vehicle for an extended period of time and do apologize for that delay. Unfortunately all parts have not arrived as of this time, and we are working with *** to attempt to expedite a back ordered part.. The customer is driving a rental vehicle from the dealership and we are actively working with Ram to obtain reimbursement for his prior out of pocket expense. We will update the customer by the end of the week with the status of the repair and parts. Please call Paul or Alex with any additional questions at ###-###-####. 

• Initial Complaint

  02/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car on 10/01/2022 from Joe Cecconi. I was only given 1 key to the car, which I was told another would be ordered. About 30 days later, I made multiple attempts to reach my salesman to check the status and was told the ball was dropped by service and it would be ordered. Two weeks later, (december 12) my car would not accelerate and I had to have it towed to a repair shop. After trying to secure a rental (my job requires me to drive) I had no luck and reached out to the dealership to see about a loaner and to speak to someone about the issues I was experiencing with a car. I literally had 6 weeks. I was told because my work was not being done there (***** dealer, my car is a *****), they could not get me a loaner car, and I then again asked about this key (key fob) approximately 200-300 dollars to purchase and would need programming, and I was told once again, it was never ordered, and at that point I was told by Mary Beth H*** that due to their negligence in ordering, they were going to issue a check in the amount of $200 that would release them from being responsible for the cost of replacing, Mary Beth told me to allow up to 2 weeks for receipt of the check and here I am 8 weeks later without a check, a key fob, or even a return call. (i have now left 2-3 messages about the issuing of the check) Sadly enough, I had to come out of pocket over 350 dollars for repairs to ac car that they claimed had been checked over and inspected multiple times. ( They did write an extended warranty into my loan when I purchased my car, which only covered approximately $450 toward repairs)

  

  Business response

  02/13/2023

  We do apologize for the communication the customer experienced regarding her key and vehicle. We have reached out to rectify the situation, and the customer will be picking up a check today which we believe will alleviate the problem. Please reach out to Paul or Amy at ###-###-#### if there are any further questions or concerns. Thank you

• Initial Complaint

  01/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my leased 2022 **** ******** ****** 4xe High Altitude to Joe Cecconi Chrysler for a routine oil change. The dealership told me they were having issues figuring out what was wrong with my vehicle, but that the engine wouldn't start. Although I called daily to check for an update, they did not respond to me until my husband showed up at the dealership asking for an update. They admitted to him then that their mechanics had performed the oil change incorrectly and blew the engine. It took another week for them to answer my phone calls and inform me that they would most likely be able to install a new engine in two weeks. My vehicle has now been there for a total of 3 weeks. I do not feel safe driving my children around in a vehicle that has had the engine replaced, let alone by the same dealership that couldn't properly change the oil. I have requested that Joe Cecconi provide me with a new lease with the same payment, especially since I have only had my current lease for 10 months. They have complained that my buyout is too high, and seem to forget that they are the only reason why I am in this situation to begin with. They have yet to assist me and do not answer my phone calls unless I call multiple times. I am pregnant and need them to provide me with a solution as soon as possible.

  

  Business response

  02/03/2023

  WWe are aware that the customer is dissatisfied with her vehicle situation, and that this concern was due to a technician error at the dealership. We are in the process of completing the repair to the vehicle at this time. The customer has stated that they will not accept the vehicle back, and will only accept a replacement vehicle. We are looking into what options we have, if any, to accomodate that request, and will update the customer with the options we have for her.
  Please contact Paul S****** or Mike J***** at *** *** **** for any additional information or concerns.

• Initial Complaint

  09/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2022 ***** ******* in May 2022. On September 5, 2022 the transmission went on the vehicle. Service light came on with a message that said service transmission. I was only 3 blocks away from the dealership when this happened so I was able to drive the vehicle there. It was a holiday so the service department was closed and they were unable to give me a loaner vehicle. Service called me on September 6th to say they would order the part. The part could take a few days to come. Then there was no ETA on the part. They offered me a rental vehicle at this time. I picked up a **** ******** as my loaner on September 8, 2022. The ******** had a crack in the windshield that went all the way across the middle. I asked if they were aware of the crack and they were. At this time I was told they weren't sure if the part they needed was even in production. I also asked for a new loaner as it is illegal to drive with a crack in the windshield disrupting in my vision. I asked for my down payment back along with the money they gave me for my previous lease that I traded in totaling $5000. I was told I could not have a refund. I do not want to keep this vehicle as it is only 3 months old with less than 3000 miles on in and it already needed the transmission replaced. I have not been offered a new lease. No updates have been given as they still don't know if and when they can get the needed part.

  

  Business response

  09/21/2022

  BBB spoke to Mike J***** at business and the following was relayed:

  We expect this to be resolved by Friday for the customer.

• Initial Complaint

  07/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a 2022 *** **** in December of 2021. I secured the finance and paid for the truck in full, minus Taxes. $66185.00. I wrote the truck off on my 2021 income taxes. A refund is not a possibility. I was told that I would likely receive the truck between 8 to 10 weeks. I asked about vendors, chips, and other possible obstacles, and was told *** doesn't have any issues building the Truck. In fact the dealer admitted that they ordered a *** **** with in 6 days of my order, and received and sold it months ago. I have yet to receive the truck, in fact the truck hasn't even been built yet. I had to put $5000.00 into the truck it was too replace because we needed a truck. I have talked to 3 different dealers that have told me the trucks are being built and delivered with in the normal time frame, no more than 12 weeks. I have contacted the Dealer multiple times with little help and no other possibilities other than substantial financial upgrade. I am beyond dissatisfied. This situation has cost me a additional $5000.00 and a immense amount of aggravation. I want my truck and some sort of compensation for my additional expense and trouble.

  

  Business response

  07/29/2022

  We are aware of and sympathetic to the customer's frustration  with his vehicle build time. We have reached out to the manufacturer on the customer's behalf, and have informed the customer of the current build estimate. As of this time, the truck has been built, and is awaiting shipping from Mexico. We have offered to discount the vehicle, and ave reached out to the manufacturer for additional assistance. We have also offered to refund the customer's payment for the vehicle if that would be preferable. Unfortunately, the only comparable truck we have had available in the intervening time was significantly more expensive, and we were unable to reduce the price enough for the customer's needs. The customer has stated that other dealers have offered to build a **** *** truck more quickly. We do not know how they can make that commitment, as our understanding is that dealers do not control factory build times. As the delivery time is updated, we will provide that estimate promptly to the customer.  Mike J***** President 

  Customer response

  08/01/2022

  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.  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.  Here are just a couple of quick examples that I found in minutes online. The dealer never discussed a discounted price. I did tell them I was looking for some compensation. They said there was a possibility, but never offered anything concrete. Again, I was lied to and it cost me money and a immense amount of aggravation. To reiterate, I was told by Joe C****** salesman I would have the truck in 8 to 10 weeks for delivery. That was in December of 2021. I still don't have the truck. They also told me they would call weekly to update me, it's been months, I haven't heard a peep. I spoke with a representative from **** **** *** here locally in western NY, and they backed up the time as suggested in the examples I have attached. I paid for this truck in full. I wrote the truck off on my taxes, there was no way of excepting a refund. Again, I am looking for compensation. I do not need oil changes. I'm running a trucking business and have a mechanic Regards,  ******* ****

  

  Business response

  08/11/2022

  While we are sympathetic to the customer's concern, as a dealership we have no control over vehicle delivery times, which we have expressed to him many times. At no point has the customer been lied to. It a sales rep from another dealership can produce a *** **** in 4-6 weeks, that is likely to be the best option for all concerned. At this point we believe a customer refund is the appropriate next step for our business. We will issue a check in the full amount of the deposit. The customer should receive the refund in full no later than Wednesday, August 17th. If the customer has additional concerns, he should contact store management directly at *** *** *****Thank you, 

  

  Business response

  02/13/2023

  BBB spoke to Mike at business and the following was relayed: The vehicle was delivered and the customer is in possession of it. We did give the customer the $3,500 discount and are working on resolving the complaint with the customer. 

*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. ↩