Complaints

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  July 14th, 2023- purchased vehicle and parked it. July 17th , 2023- started drive to *** Halfway or so thru ******, truck developed a loud tick from the engine.Brought vehicle to shop in ******. mechanic states someone replaced the exhaust manifold and one head on the engine- which was never disclosed to me, (needs new engine)Emailed all of this to ****************** asks for me to take truck to certified didge dealer to be inspected.Wait 2 weeks for that appointment (8/31/23).Certified dodge dealer say engine needs to be replaced from end is rotted out and it looks like someone tried to hide damage to the vehicle. (******) Emailed this to ****************** says he can replace an engine for **** he said they are trying to charge you more than what the truck is worth. Then nothing.2 weeks later I emailed him what the attorney generals website says about implied warranty, and that I should compromise with him, gave 2 suggestions, he responded with his attorney information and will not communicate with me further. I still do not have a drivable vehicle.

  Business response

  10/31/2023

  We offered the customer to bring the truck back to ********** so we can replace the engine at one of local mechanic shop we trust, and she insisted to do the repair at the dealership or buy the truck back. It doesn't make sense to spend 27k on a truck sold for 23k whereas we can complete the job for no more than 7k.

  We stand behind every car we put on the road, but her expectations are extremely high.

  Customer response

  11/07/2023

  Per the email from the business, they did not offer to replace the engine, they said we can get one for ****. They did not offer to help with shipping since that was an additional almost 5 thousand dollars. When I  suggested that we compromise per the attorney generals office and if the 2 suggestions were not good for them,   to offer an additional option they directed me to their attorney.  This is not resolved. 

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June 2023, I purchased a 2015 Dodge Ram **** from State Street Motors. The next day, I took it to *** Boys to get an oil change. They refused to change the oil because they said the truck had very low oil pressure and they could hear a lifter tick. I brought it to a mechanic in Mt ****** I had used before and they said the same thing. They told me that the truck was unsafe to drive and to return the truck. I contacted **** at the dealership and told him what happened and that I wanted to return the truck. He said there was no cooling off period and refused to take it back. He said to bring it in and they would "look at it." I brought it in to them and they said they changed the oil and that their shop would change the lifter, and to bring it in the following week. I did, but when I picked it up the next day from the dealer (who claimed to have had it at the repair shop to be fixed) the engine tick came right back (which I've since been told likely means they added some thick oil to mask the tick). I called the repair shop that they claimed to have taken it to, and they told me flat out that they hadn't done the repair; that their mechanic who does those things was out with a broken arm. Dory had been untruthful. I contacted **** again, and he refused to do anything to rectify the situation. The low oil pressure light persisted so I brought it back to the Mt ****** mechanic, who told me there was also a major leak in the oil system and the brakes were seized and nearly completely worn, and that this truck was unsafe to drive. I spent 2k on an emergency repair and have been quoted 10k to fix the engine with used parts. **** assured me when I was considering buying the truck that they would take care of me and if there were any problems they would fix them, but that has not happened. I thought that a vehicle had to be fit for its intended use, but this truck has been deemed unsafe from the day I bought it. This has had a huge negative impact on my life and finances.

  Business response

  10/05/2023

  I am writing in response to a review left by our consumer, *******. First of all, I would like everyone to know that we not only stand behind all the vehicles we sell, but also highly respect every client that walks through our doors. We are always here to assist them in regard to any issues that arise within a normal, justifiable timeline. ******* purchased this used Ram truck in the beginning of June 2023. Approximately a month later she complained about engine noise which was inspected and retrieved as a lifter noise, which is also very common in the years that she purchased. We contacted her right away and resolved the 2 issues she had at a local 3rd party and very reliable facility. She picked the vehicle up, and approximately about a month and a half later emailed us again to discuss performing 2 other issues she was concerned with. We scheduled her right away for the repairs in August. At that time, we never heard back from her, she didn't contact us again, didn't stop by our facility, nor reached out in any manner. Now, 3 months later she finally wants to contact us, but rather post a negative review, well I'm sorry, we did everything we could above and beyond, and she still was unhappy. We can only do so much, and communication is of upmost importance, which she definitely neglected to do. We've read her posts, we've heard her comments, but at the end of the day, we have amazing and happy clients still, and always will. Sorry we were not able to assist you in your time of need, but at this time, perhaps a different facility may help you.

  
  Sincerely Management
  State Street Motors 

  Customer response

  10/05/2023

   
  Complaint: 20687927
  
  I am rejecting this response because:

  Several things in the dealer's response are untruthful, and I am attaching documents that prove this. First, the dealer states that I first contacted them about a month after the sale. This is false- I contacted them the day after the sale- first by phone, and then we had a follow up conversation via email (attached). I am also attaching text communications that show that I was frantic after discovering less than 24 hours after the sale that the engine needed extensive repairs.

  Second, the dealer states that they had a third party repair the engine. I contacted the repair facility that the dealer claimed to have the work done at and was told that the work was not done. Note that the dealer would not allow me to bring the truck to the repair shop specifically (I have the email messages that document that as well attached) and the problems with the truck were not fixed.

  This car lot sold me a vehicle that is clearly in violation of Washington State's Implied Warranty of Merchantability. Not only did it have a major engine problem, but once an independent mechanic put the truck on a lift, I was informed that the brakes were so shot that they were unsafe to drive on, and the oil filter housing was broken, requiring $1,959 to repair. The truck also needs a $10k engine repair that I cannot afford. This dealer should be held accountable for selling an unsafe vehicle unfit for use.
  
  Sincerely,
  
  *****************************

  Business response

  10/24/2023

  Good day,

  We are responding to the customer reply with proof showing that the repairs were performed at a third-party facility since the customer is insisting that we lied to her about getting the repairs done.

  We just want to make it clear to the public that we don't rely on lies to run our business and everything that the customer ********************* is false.

  The management

  Customer response

  10/25/2023

   
  Complaint: 20687927
  
  I am rejecting this response because:

  This invoice is doctored, which is why they did not have it until now. It didnt exist because it is false. The independent mechanic shop was NOT the one that the dealership claimed did the lifter repair, as shown. In addition, the mechanic at the independent shop broke his arm, and that shop told me and **** personally (in my presence) that they could not do the repair. After the truck was returned to me and the tick quickly came back, I went to that shop in person where they again told me definitively that they had no record of working on the truck aside from the oil change. **** then told me that HIS shop at the dealership would continue working on the truck but that they would be charging me hourly. This vehicle was unsafe to drive in the condition it was sold and this is a pattern of behavior for this business that is going to get someone seriously hurt one day. They are lucky that the vehicles they continuously sell with next to no brakes havent had the brakes fail on the freeway yet. The lack of honesty and accountability is astounding.   

  
  Sincerely,
  
  *****************************

  Business response

  11/07/2023

  At this point, we would like to notify the BBB and any other agency, that this consumer is no longer allowed to have any direct or indirect communication with us. She has blatantly accused us of doctoring a repair estimate, and we are infuriated.  The documents provided are 100% legitimate and directly from the independent 3rd party repair facility. At this point, and further communication will be through our attorney.

*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. ↩