Complaints

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In May of 2022, I purchased a 2017 Chevrolet Silverado 1500 LT from Mark ****** in Pomeroy, Ohio. I purchased the extended extra warranty through EZ Care. On July 5, 2023 I had to drop my truck of back at Mark ****** Service Station because the transmission was malfunctioning. The truck is still at Mark ******s as of today. I had to pur***** a rental car out of pocket while the truck has been in the shop, until yesterday they came & picked the rental up because I could no longer afford it. My extended warranty covers rental but Ez Care says they need a claim number to reimburse me for the rental & provide me another vehicle until the truck is fixed. Ez Care says the claim should've started when I dropped the truck off. Mark ****** says the claim doesn't start until he breaks down the tansmission & finds out what parts are needed. I get 2 different stories from both. I don't want to lose my $300 deposit I had put down on the previous rental & be out the $1200 I paid to rent it. I purchased the extra warranty for this reason but I am not getting anywhere with either party.

  Business response

  08/04/2023

  We have resolved the issue with the customer. He should have removed his complaint from us.

  Customer response

  08/04/2023

  [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 accept the business's response to resolve this complaint.
  Regards,
  
  ****** ****

  Customer response

  04/01/2024

  Complaint Type:
  Guarantee Or Warranty Issues
  Guarantee Or Warranty Issues
  select
  Problem:
  The date of transaction is today March 28,2024. About my truck for Mark ****** they've already had it in the shop once for 3 months for the transmission and now they have it back in there because of the check engine light I took it in today for that reason they told me it would be an hour now he says tomorrow. I have no other vehicle they are trying to also charge me $159 for having them look at it today which I bought the extended care warranty through the dealership so I don't see why they are wanting me to pay that and now they are not wanting to get me a rental even though I pay through that through the extended warranty. It's like I don't matter to them
  
  Desired Resolution / Outcome
  Desired Resolution:
  Replacement
  Replacement
  select
  Desired Outcome:
  

  
  

  Business response

  04/11/2024

  To whom it may concern,

   

    We have called the customer 5 times,  texted 4 times, and sent an email.  The customer has not responded or called us back to resolve this issue.  When he was here last we had offered a loaner car if the problem was going to take a long time and we were able to fix his issue quickly and he was on his way.  When we had last spoken before this we had assumed everything was ok.  I don't know what the issue is as we have thought this was resolved.  Please have the customer reach out to us so that we can address or solve any further issues.

   

  Thanks

  ***** ******

• Initial Complaint

  06/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a 2015 Jeep Renegade on May 11, 2022. We immediately noticed issues and by May 24,22 after just 13 days the vehicle was not able to be driven and had to be towed back to the dealership. After 18 days in the shop we were told that they are unable to repair the vehicle and that parts needed will be 6-12 months wait. We contacted the lender Huntington Bank who said that absolutely the deal can be cancelled at this point and that is all we are asking them to do is cancel the sale as if it never happened. They're refusing to do that stating that they will only work with us if we do a trade in deal in which we will be expected to eat several thousand dollars in loss. The mileage was 55,317 on their lot the day of purchase and the mileage is 55,616 now as it sits in their shop. There is absolutely no way we should be financially responsible to take a loss on a car they sold us that was defective when they sold it. They need to do the right thing and cancel the sale because we are well aware that they can do that and that is what they should do.

  Business response

  06/13/2022

  In response to this complaint Mark Porter Chrysler Dodge Jeep Ram will not be rescinding the deal. The customer purchased a pre owned vehicle from our store on 5-11-22.  The vehicle in question had gone through our pre delivery check in process which is done by a mechanic checking over a multitude of things including mechanical functionality, everything was deemed in working order. The customer had test driven the vehicle before deciding to purchase which they deemed all was in working order especially for a MANUAL transmission vehicle with a working clutch / flywheel. After doing paperwork on the vehicle it was overheard in our showroom that the daughter was just going to have to learn to drive said vehicle which in turn took the customers a little while to leave our dealership as the daughter appeared to be learning how to drive a manual shift. we did not hear anything from customer about issues with the car until on 5-23 when the vehicle was towed into our dealership. attached you will find the next sequence of events from my general manager Royce Bissell's words. 

  As you can see from the sequence of events the vehicle has a mechanical breakdown which was deemed caused by the customer. The customer has mentioned the dealership warranty that is on our vehicles, 90 days or 3000 miles which covers mechanical defects not damage caused by customers, which is why that warranty is not enforceable in this instance. The customer has declined the attempts from our dealership at trading or exchanging the vehicle with demands that we rescind the purchase. Our dealership will not be rescinding the deal nor have no interest in our initial offerings to the customer since they have gone to the internet to slander our business for no wrongdoing.  

  A question that should be presented is: if the customer had thought of no wrongdoing of their own in regards to the clutch / flywheel (since the vehicle was is good working order when they purchased it) why did they agree to pay for the repair from the onset of the issue? This issue only became a problem when parts were unavailable to fix the vehicle. 

   

   

  Customer response

  06/13/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 17339809
  
  I am rejecting this response because: The vehicle was defective when the car was purchased and they know for a fact that they didn’t check it thoroughly. During the test drive the vehicle was noted as driving like a golf cart with very little power and running really high Rpm’s. We didn’t realize the extent of the issue until we had driven it further.  Upon further driving the vehicle for the 13 days we had the vehicle, the issue with the vehicle worsened until the vehicle became completely un-drivable. As far as our daughter “learning” to drive a manual, we have 2 other vehicles at home that she learned to drive a manual on 2 years ago, and guess what, the vehicle she learned on still has a working clutch. As far as her “getting out of the lot, I attribute that to the fact that the clutch was already slipping because she knew what she was doing.  If the dealership was adamant about not having any responsibilities in this matter then why did they agree to cover $1700 for labor of said vehicle repair?  We have been lied to about multiple things in this transaction including the fact that the sale can absolutely be cancelled at this point.  With the experience we have had, being low balled on our offer for our first trade in, I do not trust them, nor do I expect them to be fair.  They will expect us to take several thousand dollars loss in a trade, as well as the fact that they do not have any comparable vehicles on their lot. As far as the accusations of slander, I gave an honest review of my experience with the company and will continue to do so, unless they decide to do the right thing here. This is the absolute worst car buying and customer service experience I have ever had. I might consider a trade if we would not be expected to take several thousand dollars in a loss and were confident that we would be treated fairly. 

  
  Regards,
  
  **** ***

  Business response

  06/15/2022

  There is nothing to add to this case from our dealership.

*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. ↩