Complaints

• Initial Complaint

  01/07/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a Jeep that the dealership had modified in or about October 2023. They completed and passed the inspection in January 2024. In January 2025 they refuse to complete the inspection claiming they would have to fail it because of the modified tires they placed on it. If I had know that the **** would not pass inspection, I would not have purchased it. I should not have to pay for the fact that they sold me a car that was not fully legal.

  Business response

  01/08/2025

  We do not upfit vehicles at our dealership. We do sell vehicles with modifications if they were traded or purchased that way. We have no way to know if these were the original tires that were on this Jeep when purchased, but we would be happy to take their word and add the proper fender flares required to make this vehicle pass ******** Safety standards. Please let me know if there is anything else I can assist with. 

   

  Customer response

  01/14/2025

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me, so long as the fenders match the aesthetic of the Jeep. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.
  
  Regards,
  
  ******* ******
  
  
  
  

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The service and management department at bayside has been avoiding answering all questions or giving updates about our vehicle that we bought from them in July 2023. The vehicle was considered a total engine failure in January 2024 and we have been fighting to get the situation resolved since then. Truck has been in the service department at bayside for repairs for 3 months now with no timeline for the resolution, and we are treated as bothersome every time I have contacted them. We were also sold a warranty form bayside dealership that has been no help at all. Have not had a vehicle for 6 months and still having to make truck payment every month it sits in the shop with no progress

  Business response

  07/14/2024

  I have spoken to this customer, this complaint is resolved. 

• Initial Complaint

  06/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  On January 6, 2023, I contacted the company to purchase a vehicle. For about a week I stayed in contact with the dealership ensuring the vehicle was available. The salesman ensured the vehicle was available for purchase. I visited the dealership filled out and application for the vehicle. The dealership was two hours from my home. I also had to pay someone to transport me to the dealership. I filled out an application for the vehicle for my credit check for the vehicle. The salesman did not advise me prior to leaving my location that the vehicle was no longer available. He allowed me to be under the impression the vehicle was available for purchase because prior to leaving I called to let him know I was on the way to purchase the vehicle. After filling out the application for the vehicle that salesman stated the vehicle was not available because a driver drove it out of town earlier that day and there was a mechanical issue with the vehicle. I asked the salesman why he didn't tell me this before I drove two hours to the location. The salesman aggressively attempted to convince me to purchase another vehicle that I was not at all interested in. The next day the vehicle was marked as sold. The week of May 26, 2023, I reviewed my report and noticed I had an inquiry that I did not authorize from the delearship.

• Initial Complaint

  10/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Purchased and traded in a vehicle on 9/17/22 at Bayside Dodge in *****************, **. The vehicle traded in was supposed to be paid off within **** days.. That vehicle has yet to be paid off 32 days later.. Nor has the loan on my new vehicle been submitted. ( both the new loan and old loan are through the same bank). I transferred the tags from my trade in vehicle and of course that has not been registered yet either. The *** has 0 record of the vehicle or tags being transferred as of 10/20/22. I have previously been a *********** clerk for a local dealer and it DOES NOT TAKE THIS LONG!! I chose this dealership because they had the color vehicle i was looking for and my local dealer had the same vehicle just in an unpreferred color.. I should have stuck with my local dealer as I've purchased 5 vehicles from them in the past with absolutely no issues like this.. On top of it all the vehicle has been in an accident.. the right front fender has been replaced and is slightly a shade darker than the rest of the vehicle.. this was unseen when purchased as it was pretty dirty and late in the evening. The Carfax was clean surprisingly. After having to reach out almost every other day to find out when my car is being registered and what the hold up is on paying off the loan on the vehicle I traded.. I have lost all faith in this dealership.. I will not purchase here again that is 100 % sure. Now if only they would get their c*** together and pay off the traded in vehicle to stop the bank calls as the next payment is now late and they passed the payoff date.. As well as they have since sold that traded in vehicle to another dealer.. Not to mention the vehicle wasn't inspected before sale... I had to come back after and get the inspection done later that week... A sticker was just slapped on.. as the rotors are warped and no one checked.. BUYER BEWARE.... Shop Elsewhere, Unless you like chasing everything down and getting a run around..

  Business response

  10/31/2022

  We apologize this transaction took a week or two longer than the average. There were problems with the vehicle which required it to come back to our shop. We did not submit the loan to the bank until those problems were taken care of. We did not want to obligate ***************** to this loan until we were certain the vehicle was right. Also, she had to re-sign documents for AUB which added a week to the process. Being that she has done tag and title work for a dealer before she should be very familiar with the process. We do not complete tag work until the bank funds the loan. This loan was funded on 10/18 and her tag work was completed on 10/20. Everything is complete. If there is anything else she needs we are certainly here for her. Have a great day. 

  Customer response

  10/31/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]

   

  The vehicle was purchased on Saturday September 17th. The paperwork was corrected on Wednesday the 21st of September. Vehicle was brought back then to set up the inspection that was not completed. And that date was set by the dealership because the shop that they take them to for inspection did not have any availability. This was not any fault of mine. While I was signing the corrected paperwork the salesman took my vehicle to the shop that performs their inspections. That shop just wrote a sticker and slapped it on it they didn't take the wheels off or anything to fully check the brakes no inspection report was given or inspection slip. Had they had performed the inspection properly they would have found that the rear rotors are warped and the rear pads are completely shot..

  The vehicle did not show up registered to me until last Tuesday the 25th. The loan has just shown up this morning on AUB and they advised me that the loan was not paid off until the 21st of October. 
  
  Regards,
  
  *************************
  
  
  
  

  
  

• Initial Complaint

  07/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We brought our Ford Focus in for service on May 25, 2022. The transmission failed, it suddenly would not drive in reverse. The transmission is covered under warranty. They have had our vehicle for over 2 months and still have no date as to when it will be fixed.

  Business response

  07/07/2022

  We are truly sorry you are having trouble with your vehicle. It's even more saddening that because parts are on a national back order you feel the best course of action is to punish all the hard working people at my establishment with negative reviews, complaints, and defaming social media post. We are not a parts manufacture, we are a repair facility. Parts are NOT available to repair your vehicle. We are willing to assist you in any manor you feel is appropriate. Even though it's not our responsibility we have offered to pay to tow your vehicle to another service station if you think they will have better luck obtaining the parts needed. If there is something we could do better your best course of action would be to speak with me, the owner of this company, before publicly incriminating us for something we have zero control over. I am available 7 days a week. In fact, I received the first correspondence from you via email at the same time I received this complaint. You didn't even give me the chance to respond to you before continuing your mission to punish us with more complaints. I'm truly lost on the thought process. With that being said, I'm still looking forward to speaking with you for the first time about this matter. Hopefully we will be able to link up today to discuss. 

  Customer response

  07/07/2022

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID 17516789, and find that this resolution would be a start towards repairing our business relationship. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: complaints@richmond.bbb.org.
  
  Regards,
  
  Kenneth And Kathie *****
  
  
  
  

• Initial Complaint

  03/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My dad (***** ****) purchased a car on Jan 29th, putting $**** down. He was so excited to get this Toyota Highlander. After inital walk around my fiancé noticed the rear mud flap was missing on one side and it was scratches around the circumference of the vehicle including the hood. She asked Kaylah would these be repaired and Kaylah said yes the mud flap would be repaired and the scratches would be taking care of with the detail the car will get before we take it home. She wrote on the paper the issues that were wrong with the car except the detail. My father signed the paperwork. My fiancé asked again about the detail and she stated "don't worry, thats standard with the detail." Was told the vehicle repairs would take 1 week. Was then advised would take longer to receive part and they were short staffed so could be 2 weeks to fix. I had to call repeatedly to get updates on the repairs.We were told his car would be delivered on Feb 9th, we did not here from anyone. I called the dealership on 2/10, was advised it would be delivered later on that day. Kayla advised her personal car was stolen which is why we weren't updated on 2/9. Dealership had car for 2 weeks to repair, was delivered a car with same issues, no repairs were made on the car and no temp tag was left. My dad had to call Kaylah before the transport guy left because he had no tags to drive the car. She advised the transporter to let him keep the dealer tag until they are able to.send him temp tags. Had to keep dealer tags on for 1 day and request for temp tags...not provided a loaner, nothing during that time.We were inconvenienced again and asked to drive back to Virginia on 2/12 to get an issue fixed that should have been resolved originally. No option to take to another location. When Stephen, general manager came outside to look at the vehicle he had Chris (manager) and Kaylah come out with him as well. **The entire situation is in the attached document.

  Business response

  03/30/2022

  Good afternoon, my name is Michael V******** General Manager at Bayside CDJR. Unfortunately this is the first time I am hearing about any of these issues. I wish this customer would have taken the time to reach out to me to discuss before choosing to go this route as I have rarely come across an issue or concern I'm not able to take care of. After reading this complaint and conversing with my team of people who were involved I would like to apologize to this customer for their experience. It is always our goal to provide excellent customer service from start to finish. There is a worldwide parts shortage that is causing a lot of similar issues to this. I wish we had some control over the time it takes to receive anything at this point, especially parts. Based on what this customer has said in their complaint letter it seems to me as if my team went above and beyond in an effort to make things right. They provided a loaner vehicle which we do NOT offer to any customer, nor have we in well over a year. They paid for Maryland state inspection items that we were in no way obligated to pay. They did additional work that was not listed on the mutually signed "we-owe". They delivered the vehicle to them in ********* to save them from having to make another trip to our location. I will not authorize any additional money to cover the first months payment because they were not without a vehicle, we provided one for them.  Unfortunately it did take longer than it should have and there were several factors outside of their control that participated in the time it took. While there are several things I feel my team could have done better throughout this process, I am satisfied with their willingness to address every problem and concern. If you need any additional information please don't hesitate to reach out. 

  Customer response

  04/05/2022

  Mike V****** was not contacted by my father or myself directly however we were told on two different occasions by Chris that he was escalating the issue to him directly to specifically ask for the possible car payment. (That was two phone calls) . We did not hear anything back so I sent two text messages to Chris asking for an update and he ignored both text messages. (Text messages attached to Chris (sales manager) & Kayla (sales rep)). Additionally, through this escalation process we went through 3 tiers of management to escalate. The first manager we tried to escalate to that helped to close the deal with Kayla we were told just left the company. We then tried escalating through Kayla and to the point of her ignoring our messages as well so we called the dealership directly and finally was able to connect with Stephen. Stephen kept saying he had just started and didn't know what was happening so then we had to talk to Chris. Chris told us he was escalating the car payment portion to you and we never received follow up. 
  

  A part shortage was not the issue communicated in our complaint nor was it communicated by your team. Again, the issue was that when we purchased the vehicle we were told the mud flap piece would be ordered by Wednesday fixed by end of week but we would hear something by that Wednesday. We heard nothing that Wednesday. So we called on Thursday and was told it would take another week because you all were short staffed. Nothing about a part shortage. We had to call for updates as no one called to update us to the point of finally we were told it would be delivered on Feb 9th. No communication on your teams part and clearly miscommunication from them based on your statement above. Additionally, we heard nothing from your team again on Feb 9th so we called on the 10th asking about the vehicle. Was told it would be delivered later that day and attributed the lack of communication to her personal car being stolen. Not sure of the correlation but that was her update. At this point my Dad did not have a vehicle and No loaner for 2 weeks at this point. Later that day the car was delivered with literally nothing fixed. Mud flap and piece still missing and the scratches around the car and hood were still there. (The scratches were not listed on the document that was signed for visible repairs because Kayla mentioned it did not need to be noted because they get buffed out during the standard detail with the purchase of a car). Additionally, the car was delivered with no temporary tags. My father had to ask the guy who brought the car to wait while he called Kayla because it was no way to drive the vehicle. She didn’t apologize, she just said keep the dealer tag until we can mail you the temporary tag. Also I mentioned in front of Kayla with Stephen and Chris present when we drove it down the 2nd time and she agreed that she told us the scratches would be buffed out with the standard detail which is why Chris agreed to ensure they were buffed out before we receive the vehicle back. 
  
  Essentially, since nothing was fixed we had to drive the vehicle back to ** to get fixed. We were given a loaner but the registration expired in a week. We called about the registration was told if you get pulled over to call them (Stephen) and he will talk to the cops. That is unacceptable. So again he could not drive the loaner at this point. Once we finally got the car back with everything fix the original registration they created expired. So he still could not drive the vehicle. It was a total of 3 1/2 weeks he was not able to drive. 
  
  You stated he was not without a vehicle however that is incorrect information.  My dad was without a vehicle for 4 weeks. Chris, Stephen and Kayla know that as well.  When you sent him the loaner, he could only drive it for a week because the registration/tags expired.  The solution Chris provided was to drive it anyways, we won’t get pulled over. Your motto is Simple, Honest and Fair. This process was far from simple being that it took a full month to finally get his vehicle back, all of the calls and text messages and even driving back to Virginia for your mistake. Being Fair is doing the right thing and providing payment to him for the first month since he did not have his car during that time which is totally unacceptable"
  
  I have worked in the Finance and Automotive industry for 20 years and I can most certainly assure you that your team did not go above and beyond to assist my dad. Please keep in mind that my dad purchased this car on Saturday, Jan 29th and this issue was not resolved until Monday, March 7th when he finally received his tags/registration in the mail and after weeks of his vehicle being repaired.
  
  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. ↩