ComplaintsforTwin City Chariot Automotive Group

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a van in July of 2023. They had the van for over 2 months to fix the air conditioning (before we took it home) they finally gave up and offered us money back on the van. Before the warranty was up, in February, the heat went out. They had the van from February until May and gave up once again. We got excuses if understaffed, no one can figure out the van issues, we have to take it to another shop, etc... They ended up trying to put a band-aid on the issue, *****-rigged it and said there was heat. (There was not) they bypassed the oil cooler. Every light on the dash was on, including the breaking system lights. Why did they even need with the brakes?!? They tried running everything through the warranty company as well.They had the van in their shop for half the time we owned it and made payments on it.We were told numerous times things were fixed only to not have them working properly.The second time it went on the shop, we had to drive it to their new place in ******. After a long time without the van, we were told it was ready. We got there and the engine was completely torn apart. Not fixed at all. They finally gave us a loaner.The loaner ended up not starting and had to be towed to their shop. They had our HANDICAPPED PLACARD in the van. They said they would mail it to us, but they lost it.They then told us not to pay for the van, "the credit company won't repossess it. I used to work for them and it costs $1500.00 to repossess a car. It's not worth it to them. Once they write it off, we'll apply for a lien release and give you a great deal on it as a trade in and get you in something better"Very dishonest and untrustworthy.

  Business response

  09/04/2024

  I have briefly been informed of this situation. I will be pulling the file and investigate what happened.

  I would ask Ms. *** to contact me to resolve the issue as the date of incident indicates over a year ago Thank you!

  ******* *******

  Twin City CDJR

  General Manager

  ************

  ******************************************************************************************** 

   

  Customer response

  09/04/2024

  The start of the contract was over a year ago.  I have been dealing with this lemon car since the beginning.  The van was in and out of the dealer's shops for months on end on numerous occasions. They never fixed what they promised and in the end, the van was worse off after they "worked" on the issues.

  The van ended up with a loose front end, the braking system messed up, the traction control system messed up, the oil cooler was bypassed as a band-aid to try to get some heat without the van overheating, and then the fact that it has no heat or air conditioning.

  The second go around with the technicians started on 2/19/24 and ended with your company giving up and telling us to come get the van on 5/2/24 - again not in working order.  I believe the long time of your technicians dragging the van through the shops was to provide enough time to have the lemon law expire.  When we picked the van up, they told us to "use it in mild weather when it wasn't raining". Both **** and **** stated that they wouldn't put their families in that van as it sputters and misfires as well.  We cannot drive it in the rain as there is no defrost function.  This is a completely worthless van that was made this way by the technicians at Twin City Dodge in ********* and Kokomo.

  In the end, we were sold a van that was unsafe to drive, that they ruined worse than when we got it.
  

  Customer response

  09/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I have emailed ******* ******** and was awaiting his response.  I have also filed a complaint for dealer misconduct with the finance company as **** ***** told us to stop paying for the van as they won't repo it and he will give us a great deal once they have written it off.

  I feel this response and the remark that this was over a year old is a cop-out trying to shift blame.  This has been an ongoing saga that culminated in the repossession of the car on 9/2/24.  This happened on the advice of **** ***** of Fresh Start at Twin City Dodge.

   

  Please see ****** Response below:

  From: **** ***** <****************************>
  Sent: Tuesday, September 3, 2024 11:35 AM
  To: Charity Key <*******************************>
  Subject: 
  
  ******,
  
  I am sorry that happened, I would not have anticipated that they would come and get it, but I never guaranteed that they wouldn't.  I never meant for any of this to happen.  I can't do anything about the vehicle in impound, that is entirely out of my control.  
  
  
  He knows that he told us that and I begged him for a different resolution on multiple occasions.  He said there was nothing he could do unless I put down a couple thousand dollars more on a different car.  My husband is on disability now and I can't afford that.  We bought a functioning van and they destroyed it to where it was unsafe to drive.
  
  Regards,
  
  Charity Key

  
  

  Business response

  10/07/2024

  We have reached out to the consumer, but have never heard back from her. This is not an issue with Twin City Chariot Automotive, but with her bank.

  Thank you,

  Customer response

  10/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  They have not reached out to me at all.  The last communication that I received was that he was pulling the file and would let me know what he could do to try to resolve the issue.

  This problem is not with the bank.  I paid for this van religiously.  I was so far ahead on payments that I did not have to make a payment from April to the end of July.  I wanted to pay this van off and work on my credit.

  ********* destroyed this van and would not make it right.  They had the van for over 2 months at the beginning of the purchase while they "tried" to fix the air conditioning.  In February of this year the heat went out.  They had the van from February until May.  They NEVER got the heat to work and once I got the van back they told me it would never work.  They also bypassed the oil cooler so that it "wouldn't overheat".  The braking system was also faulty when I picked it up.  Every light on the dashboard was lit up.  **** and **** jokingly told us "Well, you can drive it on cool, non-rainy days" and they both admitted that they wouldn't put their families in it.

  We asked repeatedly to have them put us in a different vehicle that worked.  They kept saying that they couldn't do it unless we put another substantial down payment down on another car.  I had already put a down payment down on the van and paid for it for a year. (While they had it in their shop for half of that time)  I believe that they kept the car as long as they did to prolong the time limits for lemon law and any repercussions that we may have had against them.

  **** ***** then told me to stop paying for the van and let it go.  He stated he previously worked for Credit Acceptance and there was no way that they would repo it as it would cost $1500.00 and the van was bot worth that to them.  He said once the van was written off by Credit Acceptance, he would "make it right" and take it in as a trade-in and get us in a car that worked.

  We were lied to the entire time and then given unscrupulous advice from the epitome of a "sleazy used car salesman".  At least that is how we feel.  All we wanted was a vehicle that actually worked and that we could drive in ANY type of weather.

  Now we are out all the money we paid for a car we only possessed half of the time we "owned" it and my credit took an even worse hit.  
  

   
  
  Regards,
  
  Charity Key

  
  

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Jeep Cherokee from Twin City Dodge on October 10, 2022. In the deal that we arranged for the purchase agreement I was to have the polysteel/nanoixide protection coverage. I have the contract that the dealership sent to me stating that I have the protection plan that was to expire 10/10/2027. When I recently called the protection *** to file a claim they informed me that following my purchase on 10/10/2022, the dealership, later that day called and canceled the protection plan and was issued a refund for it. I have contacted the dealership numerous times as well as sent them a copy of the contract that they had originally sent to me. They refuse to reinstate the protection plan or make any resolve. I have been trying for over a month. I believe this is extremely fraudulent as they made a deal with me to purchase the vehicle then later, without my knowledge or approval, canceled the protection plan. The protection plan company has verified with me that the dealership did this.

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Roughly About 2 years ago I needed new tires , I purchased 4 tires from twin city dodge where I bought my car its a ****** The lady checking me out after I got my tires told me I have an 5 year warranty on my tires if anything happens to them they would replace them free of charge . Ever since I got the tires the tires dont keep air very well , Ive complained several times during oil changes and tire rotations and they say nothing is wrong with them. Well now my tire wont keep air so bad that it was down to 14 psi,0psi, 2psi . I went and had air placed on them and I was told by a mechanic that I was sold old tires from 2019 and they are already dry rotting after 2 years and that they cracked my rim when the placed on these new tires. So I called twin city in Lafayette and due to a computer update they cant find my itemized bills showing when I placed the order on my tires but they found 2 transactions in 2020 or 2021 showing amounts that would prove The tires were purchased 2 at a time roughly a week apart. and that my tires werent covered to be replaced. Which is completely unacceptable because I was informed that they were which is why I bought them from twin city to begin with. Then after that the man on the phone said the wear on my tires is normal which is a lie. I might not be car smart but I know when Ive been lied to and used. Then they told me I could buy 4 new tires next month when they have a buy 3 get 20% off the 4th tire. I refuse to buy new tires when i was robbed and lied to by this company. So I reached out to corporate and they told me they would file my complaint and someone would call in 24 hours yet its been 5 plus days and no one has called to resolve this issue. I want this fixed NOW ! This is completely unacceptable and should never happened . I never thought this company was shady until now. And it breaks my heart. I just want my tires and rims replaced like promised . With my warranty when I got the tires.

  Business response

  10/31/2023

  In response to the concern of tires on the customers vehicle. They were replaced 2 at a time, one pair in Dec. of 2020 and the other pair in Jan. of 2021.  The customer received perfectly fine tires that were within selling dates and took vehicle.  The customer did return on 2/25/21 for and oil change, tire rotation, and to check an air leak.  At that time there was no cracks found from what I can see in the records and vehicle left.  The customer then returned 3 more times over the next 2-3 years for routine maintenance on 9/2/21, 6/7/22, & 2/28/23 and there were no concerns of tire leaks on any of the repair orders to be addressed.  At this time, we do not feel responsible for a concern of a cracked wheel almost 3 years later. We are more than happy to look at the vehicle for the customer to inspect and provide estimates for any repairs she would require.  Thank you for your time.

• Initial Complaint

  09/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a used Jeep Wrangler on 5/20/22. I have the original listing. They falsely advertised it having several features it does not. They falsely advertised the mileage. They charged top-dollar for the vehicle which has subsequently found to be riddled with problems. They identified a problem during test-drive that was going to be fixed over the few days between purchase and pick-up. After 4 months and several dozen phone calls, they still have not fully resolved the issue. I would like to either 1. get $7,000 refund to match a fair-market price for a vehicle in its current condition (the attached KBB value is for a vehicle in good condition) with an accurate list of features or 2. have them take the Jeep back and get every cent of what I paid for it refunded. The local Jeep dealer who performed the unresolved repair supposed to have been done by Twin City told me this Jeep was in very bad shape and I should begin looking for a new vehicle. I have spent $2,016 on needed repairs on what was supposed to have been done already. I've spent several hundred replacing parts the vehicle was advertised to have. I am getting an estimate in a few days on performing needed repairs on the damaged underside components (hence, the condition of the vehicle is not "good" or even "fair").

  Business response

  10/04/2022

  In regard to this matter, I spoke to our General Manager, *******************, who was more involved on this transaction and this is his response to the complaint:

  In response to the BBB Complaint on the 2013 Wrangler sold As-Is with ******* miles on it, we had it advertised  with ******* miles. It had been on a test drive several times in the time we had it. It was sold with ******* miles and disclosed to the customer on the purchase order along with the *** Statement. The Wrangler was priced very aggressively to the market at that time we were the 2nd least expensive within 150 miles of our dealership location. In regard to the repairs, we agreed in good faith to pay for fixing the emergency brake which had broken after delivery. After ****************** too the car elsewhere due to living a long distance away from our location, we authorized another dealer to do the emergency brake repair for $850.00 While they were performing that repair, they suggested to the customer to replace the backing plates and axle seals in the rear that had nothing to do with the emergency brake system. Again, we decided as a good will gesture to pay an additional $150 for a total of $1,000 towards that repair. We feel we were more than fair within dollar amount given toward the repairs of this Wrangler.

   

  Sincerely,

  Twin City Dodge Sales Team 

  Customer response

  10/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The story told by ************** is barely half of the story and it is told with a very particular lens.

  I bought the Jeep May 20th and they discovered the issue with the brake during the test drive. They were keeping the Jeep for a few days to install carpet and fix the brake. When I picked the Jeep up, the brake was not fixed. (Also, during their carpet install they disengaged the airbag and seatbelt sensor in the driver's seat. I didn't know why the light and alarm were going off when I started the Jeep and I reached out to Twin City several times to find out what I needed to do to resolve this. They never gave me any indication they wanted to help get this situated. After driving it for a few weeks and investigating the poor carpet installation, I saw they had disconnected the sensor and failed to put it back in. Thankfully, I did not get into any kind of accident to discover if that disconnection would've put me in any kind of danger).

  I called Twin City more than a dozen times about the brake. I emailed my salesman too. Nothing.

  I also reached out about the Jeep not having floor mats (as advertised) and not having the hardware for the soft-top they advertised it having (which also had a big rip in it I hand-sowed). I also inquired about a check-engine light that came on (a light that would stay off for a week or so if you reset the system by disconnecting the battery for 5 mins--I have a strong suspicion they did this type of thing to reset that light) No reply. No indication they had any interest in connecting to bring any kind of resolution.

  After more than a month and dozens of phone calls and emails, I got the message loud and clear that Twin City isn't interested in taking care of things they don't have to.

  I went to a local dealer to address the indicator light and emergency brake. They helped me identify the issue with the light and I spent money to fix it. They strongly recommended I re-connect with Twin City about the brake due to the extent of the cost for the repair.

  After another 2 weeks and more than a dozen other phone calls, the service manager from Twin City agreed to have ******* ********** CJDRF fix the Jeep. ******* gave an estimate (this is their best guess at the cost of a repair which can lead to a higher price [I see Twin City is unfamiliar with this concept]) of $861.

  ******* began the 1-day repair and immediately identified many other issues due to the condition of the Jeep.

  At one point, the service manager at ******* advised me to begin looking for another vehicle due to the amount of rust and corrosion on the components of the Jeep.

  Removing the axle was problematic which would lead to leaking if re-installed. They immediately identified that the entire rear brake system needed replacing (calipers, shoes, lines, etc.). As they removed various components, the rust/corrosion led to more problems being discovered and in need or replacement.

  A 1-day repair turned into 26 days. At least 2 weeks was added to the repair because getting Twin City to respond to myself or ******* via email and phone was ridiculously slow. They approved the $861 estimated cost for repair. They did complain about the cost and say they would've preferred to just come get the Jeep and drive it back to do the repair themselves. I would have loved for them to address the brake problem themselves at any time between 5/20 and 8/22 when I reached out several dozen times; I was a bit frustrated they expressed complaints about the process.

  When the cost of the total repair went over $3,000 I was still chasing down people at Twin City to get them to respond so the repair could move forward. I probably made ***** calls during that 4-week stretch and spent hours trying to resolve this.

  When the emergency brake repair's actual cost was over $1,300 I got emotional complaints from ******************* manager and general manager. They drilled me with questions about WHY the axle needed replaced. I told them repeatedly that I'm not a mechanic and they needed to simply respond to ******* with their questions. They continued with emotional responses and statements of disapproval.

  After fussing about the actual cost and the service manager telling me I'd have to address the ** myself, I then connected with **************. After multiple days of emails and calls, and more complaints and inappropriate questions about the repair, they agreed to pay $1,000 of the repair.

  They expressed judgment about ********* repairs, as if they had any room to do so after failing to repair it themselves and approving ******* to do it.

  Their claim that the Jeep was the 2nd cheapest one around is a bold-faced lie. I had been researching Jeep Wrangler Unlimiteds for several months before purchasing that one. Theirs was one of the most expensive.

  I chose to purchase that vehicle because I wanted to buy from a Jeep dealer--thinking this would save me from expensive surprises.

  Twin City seemed like a reputable dealer (I, unfortunately, did not check their service department's reviews prior to purchase).

  I paid the top-dollar amount assuming I was getting a Wrangler that is in top-shape.

  I paid the top-dollar amount at a dealer whose show-room was immaculate and sales staff were above and beyond.

  I was fooled. I am asking for additional money to get the Jeep either 1. in the condition I paid for or 2. at the price of the actual condition.

  I've already visited additional repair shops (specific to Jeep Wranglers) and have begun dealing with the rust and corrosion myself. I am willing to put in the work, but I think Twin City should put in the funds to get things they way they should be. The most recent inspection revealed that the rust and build-up around the front brake system (not serviced up to this point, but also having leaks) was SPRAY-PAINTED with black paint to give the appearance of a clean vehicle!!

  I am in shock at the use of the phrase "good-faith" by Twin City. Nothing at all has given me any indication that they have demonstrated or done anything that could be associated with that label. I am not going to let that kind of window-dressing go unnoticed or without rebuttal. In the vehicle features' description you have down a $995 charge for "Peace of mind." What exactly did that buy me with this vehicle??

  Twin City has the opportunity, for once in this entire 4.5 month ordeal, to do the right thing. If they want to be associated with the label of "good faith," then send me a check for the actual condition of this vehicle. $3,200 would bring things even up to this point. The additional money was closer to actual market value (typical listing price is around $21,000 for a vehicle in GOOD condition) as well as some funds to address the front brake system which will need to be fixed/replaced in the coming months. $7,000 is less than I should expect. The price to get things almost exact is more like $10,000.

  
  Regards,
  
  ***************************

  
  

  Business response

  07/13/2023

  In regard to this matter, we would refer the BBB and the client back to our email from the fall of 2022. Our position has not changed. The client purchased the vehicle as-is, and we still did go beyond to be of assistance as a gesture of goodwill. We have no intention of doing any more than we have already done. We have attached the As-Is documents as well as the $1,000 we did help the client with. Please see our comments below. 

  From the Fall of 2022

  In regard to this matter, I spoke to our General Manager, *******************, who was more involved on this transaction and this is his response to the complaint:
  In response to the BBB Complaint on the 2013 Wrangler sold As-Is with ******* miles on it, we had it advertised with ******* miles. It had been on a test drive several times in the time we had it. It was sold with ******* miles and disclosed to the customer on the purchase order along with the *** Statement. The Wrangler was priced very aggressively to the market at that time we were the 2nd least expensive within 150 miles of our dealership location. In regard to the repairs, we agreed in good faith to pay for fixing the emergency brake which had broken after delivery. After ****************** too the car elsewhere due to living a long distance away from our location, we authorized another dealer to do the emergency brake repair for $850.00 While they were performing that repair, they suggested to the customer to replace the backing plates and axle seals in the rear that had nothing to do with the emergency brake system. Again, we decided as a good will gesture to pay an additional $150 for a total of $1,000 towards that repair. We feel we were more than fair within dollar amount given toward the repairs of this Wrangler.
  
  Sincerely,
  Twin City Dodge Sales Team 

  Customer response

  07/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Im up to $6,800 in repair bills for this Jeep which was sold at a price which reflected very good condition according to multiple sites which determine values of vehicles. It obviously was not in very good condition. I have asked for compensation which would 1. Reflect the condition of the vehicle and 2. As of this spring, cover the cost of the extensive repairs made.
  
  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. ↩