ComplaintsforLochmandy Motor Sales, Inc.

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  vehicle died 6/21/24 had towed to Lochmandy motor service center. they were unable to get it in until 6/28/24 which was fine I had no appt. talked to my service rep **** he quoted me a price for parts and labor. I said ok order parts and get it started. I get a call 7/03/24 they can't get it started they think its the pcm which I had already had replaced in the end of February 4 months prior to this. I'm like ok is it under warranty? yes it should be. ok cool I say. The part was ******** I'm not rich already have *****. of parts and labor cost while its there so far. anyhow I don't hear anything for a while so I call to get an update . I'm told the vendor/supplier isn't honoring the warranty. So I've been without my vehicle for 2 months now. And they don't seem to care...

  

  Business response

  09/05/2024

  Hello.This is *********************,GM of Lochmandy Auto Group.I certainly understand ************* concern and am working diligently to resolve the issue.After investigation,I have found after several attempts that the service contract company has agreed to covering the previous failed PCM that they were fighting on covering.At this point I have no solid answers on the completion date,but do anticipate it being soon.I will update again tomorrow as I find  for more answers.Thank you for your continued patience.

  Customer response

  09/06/2024

   I am rejecting this response because: I have already heard this a month ago. I was told that they would have the part in 4 to 5 business days that was a month ago, I still have yet to hear my vehicle is ready for pick up  or anything else for that matter. 
  
  
  

  

  Business response

  09/06/2024

  I am relaying information we have been told by the parts supplier and customers service contract company.I dont want to mis speak,So I will report as the events happen.We do in fact have the pcm in our possesion now.I will report back on monday when the pcm is done being installed and all circuits and functions tested.

  Customer response

  09/10/2024

   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.

  
  

  Thank you. It took longer than expected but they have made things right with me. I greatly appreciate them taking that little extra step to get me back in my vehicle .Thank you 

   

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Service done on 9/29/23 ****** miles on truck Lochmandy motors ************** committed fraud against me I paid to have a front axle changed, took to a different dealership they found it appears to be the old axle still installed. I Recently brought in my 2019 RAM 1500 for a popping noise when i turned my steering wheel, After inspecting it myself found that the CV axle was wobbling on the front drive axle shaft. Took it in for a CV axle change, and the SERVICE MANAGER reassured me that the CV axle was fine but the entire front AXLE needed replaced. I paid $2,700 for the axle replacement, after a month of driving I continued to hear the popping noise. I looked under the truck and found the CV axle still wobbling on the axle shaft. Went back into Lochmandy to discuss to the issue and the service manager was no help, He looked at the CV axle and told me the CV axle is worn out. I then asked why the Mechanic did not let me know the CV axle was bad when the part was removed and why they just reinstalled it back into the truck. He did not give me any answer for that. He then said i needed to pay an additional $750 for the CV axle and he would pay for the labor (which was previously paid by me when the front axle was replaced). I filed a complaint with FCA they informed me to take to a different dealership, which i did, to get the CV axle replaced, While they were performing the maintenance. They found the axle appears to be the same old axle installed. I attached photos of the rusted axle shaft and how much wear was found on it and the CV axle.Lochmandy has wrongfully charged me for a part that was never changed then the service manager asked me not to come back ever again, because i left him a bad review. This shop needs to be investigated for more fraudulent maintenance as i don't think i am the only one they have scammed. Please review this and kindly give me a follow up if you find any more information. Thank you for your time

  

  Business response

  02/22/2024

  Hello, We are currently trying to reach out to the customer to have them bring the vehicle back in for us to do a visual inspection with the customer to show them the axle housing is in fact new and has been changed. We have reached out twice, the first attempt the service manager left a voicemail, the second attempt he could not leave a voicemail due to customers voicemail being full. This repair was done in September of 2023 so we no longer have the removed parts but we are more than willing to do the visual inspection with the customer at no cost to the customer. 

  Customer response

  02/23/2024

   I am rejecting this response because:
  

  I would like to state that although MR. *** did contact me I was on a flight back from ********** for vacation. I was on UNITED FLIGHT UA4724 *********** TO SAN FRANCSICO leaving at 6:22am PT to 7:50am PT sat in seat 1D, My next flight was UNITED FLIGHT UA2145 SAN ******** TO ******* leaving at 8:19am PT landed at 2:46PM CT sat in seat 19E, and final flight was UNITED FLIGHT UA4636 ******* TO ********** leaving at 5:56pm CT landed at 7:42PM ET. I was not purposely not answering my calls, I was currently in the *** flying back home. I did call and leave MR. *** a voicemail explaining that i was on vacation and I would deal with the truck issue when i returned home 2/23/2024. That being said;

  Attached are the invoices and receipt that clearly shows that i paid for a FRONT AXLE replacement not a HOUSING, PART NUMBER 68349702AE at a costumer cost of $1,620.00. I would like MR. *** to show me what this HOUSING is because I did not pay $1,620.00 for a housing. I paid to have the entire front axle replaced, Axle shafts and all As seen in the images from MOPAR. I still believe MR. *** is lying about the replacement and still believe that his business actions are not justified for any business. The truck was in the shop on 09/29/23 as the dealership kept my truck for two weeks and i finally received it back and "PAID" for the service on 10/16/23. I have filed compliant with FCA direct and MR. *** wanted nothing to do with the Case Manager that was assigned to my CASE with them. MR. *** has not been truthful and i would like to know the truth about what part was actually replaced. I still FEAR that this is not the only incident that has happened at this SHOP and LOCHMANDY thru the direction of MR. *** have been charging customers for services not completed. I have been dealing with this issue for 4 months now and MR. *** only wants to contact me now because i made a Complaint to the BBB. I would like to show the BBB these actions are unacceptable for any business, a FCA dealership, at that.

  

  Business response

  03/01/2024

  We are sorry to hear that ****************** was unwilling to meet and go over the issues with us. WE are a reputable business and have been in business since 1954. The accusations of us charging customers for services not rendered is not acceptable...We recommend Mr. ******* to hire a lawyer and we will be more than willing to let the judicial system prove us innocent of the allegations made.. The " complete housing" he is referring to is the complete axle differential housing THAT DOES NOT INCLUDE THE **** SHAFTS. I believe this is where the confusion lies. Thank you in advance.

  Customer response

  03/08/2024

   I am rejecting this response because:
  
  As stated before in pervious messages, My original complaint sent to the BBB is that Lochmandy service center did not complete the services that they said they completed. I have previously submitted to the BBB the Part number of 68349702AE, That was stated to be changed my Lochmandy service department, Attached is Again the paperwork showing the services done to my 2019 Ram 1500 Limited along with the receipt of payment. I have never want to take this case to litigation, it was never my purpose to do so. I simply wanted to  submit a compliant to the BBB to report this action that happened to me. I did talk to the service manager at Lochmandy on Friday the 23rd at 12:47PM the call lasted 53m:17s. At the end of that call Mr. **** the service manager, said i would be "receiving a call back to schedule a time to take the truck in the show me what part was replaced" the call never came....I would like to also state that i did call *** help line and submitted another formal complaint about the incident. ***y were not happy to hear that the Lochmandy service manager admitted to not replacing the part listed P/N 68349702AE and informed me that that part comes as a WHOLE assembly and can not be "pieced apart" for the "HOUSING" and that it does indeed come with the **** SHAFTS. I want the BBB to know that this is a incident that happened to me and unfortunately i had to "PAY THE ****** of $2,779.35. I would like the BBB to know this information not as a "Vendetta against Mr. ***** as he stated over the RECORED phone line. But to WARN other customers that if they take there vehicles in for service at this dealership, *** services paid for *** or *** NOT have been rendered. I am not looking for my money back but just to be the FIRST WHISLEBLOWER to this dealerships service center. I have sent multiple co-workers there way to purchase a vehicle from this dealership. About 8 vehicles have been purchased thru my recommendations and others that have had a good experience with LOCHMANDY SALES team. But i would not recommend this service center to the BBB for the actions they have taken by me. I have the proof of what part was changed IF Lochmandy could kindly send me the part number of this "HOUSING" i would gladly pass this on to the *** customer service center so we can verify what was actually changed. I do not need a judge to verify the part number on the completed invoice, that was signed my a member of the service center to say "I hereby certify that he information contained in hereon is accurate unless otherwise shown" 

  I will attach this paperwork again, But i highly recommend that the BBB look deeply into this matter and report on the facts given. I did not falsify these documents, the invoice and receipt are physical copies issued to me by LOCHMANDY MOTORS. ***y state the customers Concern;Cause;andCorrection which if i may quote from the Mechanic " removed and replaced FRONT **** cleared codes charged battery test drove no problems at this time"

  *** SERVICE MANAGER claims a "HOUSING was replaced" but with a few phone calls i have conformed thru *** a HOUSING can not be replaced solely on this part number 68349702AE and that *** claims " this is ******************* **** SHAFTS included" this Complaint is for the BBB. I would like the BBB to determine if this complaint is justified, as I have the paperwork showing what was changed. Thank you for your time, all the team members at the BBB.

• Initial Complaint

  06/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  4/29/2023 Lochmandy's did my wife and I wrong. The financial manager stated to my wife and I that we had to take the gap insurance that it was the only way we can get approved. The loan company reached out to me to and asked if Lochmandy told us that it was mandatory. The loan originator stated that it is not true and that Lochmandy does this for more money. I have reached to Lochmandy so many times and have not heard anything back. My salesman is no help at this point. They are holding up my paper work to get my plates and it's past the 45 days. I just want to get my plates.

  

  Business response

  06/15/2023

  To whom this concerns, 

  Thank you for bringing this to our attention. This is the first that we have heard of this issue, we have looked into our phone records and do not have any records of the customer calling after his purchase date of 4/29/2023. The customer did purchase gap, although banks can make gap a condition of approval, however in this case he can apply for a refund by simply calling us or coming in to fill out a gap refund form. Regarding the title work/registration, we have contacted the previous lender and they are expediting the title to us, however we can not release the paperwork to the customer until the customer settles the $600.00 balance owed, which can be resolved by giving us a call, coming in or sending in a check. Our office hours are 7am-8pm Monday, Tuesday and Thursdays. 7am-6pm Wednesday and Fridays. 8am to 1pm Saturday. We will reach out directly to the customer as well. Thank you again!

  Customer response

  06/15/2023

   I am rejecting this response because:
  I have been emailing with *************************** and I emailed ***********************. I can attach all emails. 
  
  

  

  Business response

  06/19/2023

  We have reached an agreement with this customer and have resolved his concerns in house. Thank you for your time!

• Initial Complaint

  02/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Wednesday (2-2-2022) I took my Jeep Patriot 2011 into the service department to get 2 recall jobs done ************ When I took my Jeep into the dealership there was not a battery light on, however when I picked my jeep up that evening, as soon as I started my vehicle, the battery light came on. My Fianc'e plows and this was in the middle of a snow storm so he didn't have time to stay at the dealership and work out the issue so we drove home and he called the dealership when we got home. We talked to Mikayla and told her about the light and a weird smell from the air vents on the drive home, she told us to bring the Jeep back and they would look at it Thursday morning (2-3-2022). Thursday morning I got a call from *****, our service advisory, he told me they double checked their work and didn't do anything wrong. He said he thinks my PCM may have gone out on my drive home (even though I told him my light came on immediately when I turned my car on in his parking lot) and it would cost roughly $800 to fix it. My Fianc'e called back that same evening (2-3-2022) and asked about the car. ***** said that the PCM goes out like a light bulb, it was nobody's fault, and he assured us that he could not have been held responsible because the recall had nothing to do with the ***. We picked up my jeep that evening and went home. I looked over my invoices and saw that one of the recalls spells out in black and white that they "Inspected and Reprogrammed PCM", so what he told me was not true. I called ****** the assistant manager on Friday morning (2-4-2022) and told her about my issue. She told me she would vouch for me and ask if they would be able to fix my issue and that I'd hear back from her by Monday (2-7-2022). I never heard back from her, I called her twice on Tuesday (2-8-2022) and couldn't get ahold of her, then Wednesday (2-9-2022) I called again and spoke to Norm the manager. He told me the PCM wasn't collateral damage in the recall and he wouldn't help me.

  

  Business response

  02/17/2022

  BBB Staff,

  This Letter is in regards to ***********************, ID# ********. The series of events are as follows-

  02/02/2022- Customer dropped vehicle off for recalls, S61, occupant restraint module replacement, and U67, replace catalytic convertor and reprogram ***.

  Both recalls were performed with no issues and the vehicle returned to the customer. Customer called and said she had her alternator light come on after she left the dealership. Customer was told to bring it back first thing in the morning as all techs had left for the night.

  02/03/2022- Customer dropped off vehicle, vehicle was inspected and found to have an internal failure of ***. This was done free of charge to the customer. The service manager and tech looked over the vehicle to make sure it had nothing to do with the recalls and it doesn't. Customer was called and told that it would be something she would have to pay for as it has nothing to do with the recall repairs. Customer asked to put the keys in the car as they will pick them up after hours.

  02/04/2022- Customer called and talked with the ***************** Manager and stated what happened. Manager stated she would get with the Service Manager and get back to her as he was out of town.

  02/09/2022- Customer called Service Manager and he advised recalls were done and the issue has nothing to do with what's happening. Customer thinks because we reprogrammed the PCM it has something to do with it, which it does not. Customer was given a quote to repair and declined. We have no responsibility in the failure of the customers PCM.

  Thank you for your time with this matter.

  *********************, General Manager Lochmandy Motors

  Customer response

  02/18/2022

   am rejecting this response because:

   

  I don't understand how my Jeep can go into the shop with no issues, and they work on the PCM and then the PCM breaks, but somehow they claim no responsibility. 

   

  Also they have lied to me on 2 occasions: The first being that they didn't work on my PCM at all, ***** told my fianc'e that the recalls had absolutely nothing to do with my PCM. He told us that the PCM goes out like a light bulb and had nothing to do with the recalls, which doesn't make sense to me. I find it hard to believe that something that big goes out for absolutely no reason at all, like ***** claims. The invoice of their work clearly states that they worked on the PCM, the dishonesty of claiming they didn't work on the PCM at all is unacceptable. Second, they have continually stated that my light came on while I was driving down the road which is not the case. The light came on in their parking lot before I even put my Jeep in drive. As soon as my Jeep turned on there was a light that was not there before. They have said to me on 2 occasions that my light came on while I was driving down the road, seconds after me telling them that my light came on in their parking lot because they are trying to make this my problem instead of fixing their mistake with integrity. 

  
  

• Initial Complaint

  02/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went online to view vehicles at Lochmandy *********** located **********************************************************************. Online said I was preapproved for the ******* vehicle that i applied for online. When I arrived to the car lot to follow up on the pre-approval of the Arcadia they told me to complete a loan application. Once i did that they told me that the Arcadia was not their but I could get a different vehicle. I picked a 2020 ****** Quest. I had no money down and wanted to trade my **** Dodge Durango they said they didnt want it because i was still under a loan for the Dodge Durango. Then I was given paperwork contract for a 2020 ****** Quest to finance. The contract said that I traded in a vehicle and gave a down payment and i was told when the finance company call you agree and tell them that you gave a down payment and did a trade in of a vehicle which was a Mailbu, in which i have never owned a Malibu. I took the 2020 ****** Quest for 7 day and it was not to my liking and i returned it back to Lochmandy *********** Then they let me trade it for a 2020 Dodge Journey. They then told me to still tell the finance company that I did do a down payment and a trade of the Malibu and I agreed even though I had no trade or down payment in the amount in which they say I did. After driving over ****************************************** plate for the 2020 Dodge Journey so i called LAG and asked about the registration and plate because temporary paper plate had expired after 25 days. I was told that until I pay the down payment I would not receive a registration/plate. I them called finance company and explained the situation to them and i told them I was returning the vehicle to LAG and wanted to cancel the loan, the warranty, and ************** I returned the vehicle and it is now considered repossession volunteer. The finance company picked up the 2020 Dodge Journey from them. LAG has mailed me twice threatening to take me to court for the down payment.

  

  Business response

  02/16/2022

  We apologize for any misunderstanding.We do have legal documents signed by the customer on agreement for the down payment owed.We felt we gave the customer great service as we recieved a five star ****** review from her .We will honor the customers request for no more contact and no downpayment owed.

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