Complaints

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We made an appointment for a diagnostic test on our vehicle for 10AM on February 20, 2024. Allen Samuels kept the vehicle all day long. No update, no communication whatsoever. Later in the day we called desperately trying to find out when the vehicle might be at least diagnosed. Having had the car all day we were surprised the car had not even been looked at. The service manager told us that we were second in line. Reluctantly we left the car over night keep in mind this is for a diagnostic not anything major and it is now into the second day. When again we heard nothing on the second day we called again and the service manager said we were now FOURTH in line. Somehow we had gone backward. I am a disabled veteran and because of this dealerships actions I missed three precious appointments because of this dealership's vindictive actions. The dealership needs to get the car into the shop and promptly diagnose and repair the vehicle which might just be a warranty issue they are refusing to perform. We believe the dealership targeted us knowing as a disabled veteran I am an easy target and desperately needed the repairs completed.

  Business response

  02/23/2024

  I have called and left a message with ****************. We will be very accommodating get his vehicle in the shop and get it diagnosed and repaired. We have certain technicians that are trained to do certain skill level repairs. Sometimes technicians run into unexpected issues on the vehicle they have in their stall, and it take longer to complete than expected delaying the entire appointment process. 

  I do know that we at Allen Samuels love our veterans and treat them with the utmost respect. The service advisor who waited on **************** served 11 years in the Navy and served in **** and ***********. I hire as many veterans as possible and in a lot of cases they end up in leadership roles in our dealership. Our General Sales Manager served in the Army and our New Cars Director served in the Marines. 

  We will continue to reach out to **************** and help get his car into the shop to be repaired as quickly as we can. So sorry we could not get to it while it was here. 

  ******************;

  General Manager 

  Allen Samuels DCJRF

  Cell ************

• Initial Complaint

  11/04/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Recently in august, Allen samuels sold me a jeep Cherokee for ******** and some change. Ever since the purchase this was my first car to give me not just one but 3 flat tires the stem had gone out. Then once the repairs had been made the car has died multiple times on the highway and on some other roads. I tried taking the car back to the dealership but the supposed ******* miles warranty was expired and had gone out at ****** miles.

  Business response

  11/05/2022

  **************** does have an active ********************* contract on her Cherokee. It expires 5-30-25 or ********** miles whichever comes first. I spoke her yesterday 11-4-22 and validated this. There are no codes stored in the vehicle's computer indicating what is making the vehicle die. We have driven her Cherokee 100 miles trying to get it to duplicate her concern but so far, the vehicle runs fine and shows no problems. We are planning on driving it again this afternoon and see if it will act up for **. I will call her again this afternoon and give her another update. 

  I am available on my cell at ************ for anyone to call me. 

  ******************;

  General Manager 

  Allen Samuels DCJRF- **** *****

• Initial Complaint

  03/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had purchased multiple vehicles from Allen Samuels and have attempted on several occasions to receive the *** refund that has been due for those vehicles. We had spoken to ****** in finance several times in person and she had told us she would let us know when the checks would be ready. We have left several messages to communicate when we would be getting the *** refunded back to us for two vehicles. This has been going on since January 2021 for vehicle 2018 Chrysler 300 when we traded in for a dodge durango. Then for a 2019 Dodge Ram in October 2021 when this vehicle was refinanced we again requested the *** be refunded. No one from Allen Samuels dealership has made any attempt to refund our *** insurance or communicate with us about this further. We have left several messages with no response and no communications from Allen Samuels. We just want this resolved and our *** refunded as requested since last year. ****** in finance has been nonresponsive in getting this resolved and processing the refunds for the *** as she indicated she would for the vehicles.

  Business response

  03/24/2022

  We want to apologize for the delay in getting these processed. We were waiting on the proof of refinance to calculate the refund on the Ram truck and had not received it. We pulled twix today that shows the new lien date. This gap refund has been calculated and the check has been cut.  The gap policy on the Chrysler 300 has been calculated and the check has also been cut. 

  We have called and left a message with the ******* to see if they wanted us to mail the checks or if they wanted to swing by and pick them up. 

  Please let us know if we need to do anything else. 

  Respectfully, 

  *** Teague 

  General Manager 

  Allen Samuels DCJRF

  C ************

    

  Customer response

  03/28/2022

  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,
  
  
  **********************************

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