Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  Looking forward to finalize everything in good manners.
  
  
  
   
  the car back despite its unresolved condition, which I refused to do. I made it clear that I would only accept the vehicle again if it was properly fixed, or I would accept a trade-in for another car within my price range. Your team agreed to help me find a replacement vehicle.Later, I was contacted to view another car with a salesperson. I found one that suited my needs, but was then told I couldnt proceed because it belonged to the ***** section of your group-even though all departments operate under the same Gillman ***********This situation has been frustrating and unfair. I am still without a functioning vehicle and feel misled and mistreated in this process.I respectfully request one of the following resolutions:1. Repair the original vehicle at no cost, OR 2. Allow me to trade for the second car I selected, or a comparable one in my price range regardless of department it falls under.Please consider this a formal complaint.Sincerely,Toure Daboya ************

  Business Response

  Date: 05/06/2025

  Dear Better Business Bureau and Mr. *********************** you for bringing your concerns to our attention. At Gillman **********, we take customer satisfaction seriously and strive to resolve any issues in a fair and timely manner.
  We regret the inconvenience you've experienced following the purchase of your 2012 Jeep Grand Cherokee.After reviewing the situation and discussing it internally, we would like to confirm that we are moving forward with repairing the issue related to the check engine light at no cost to you. Our team is committed to ensuring the vehicle is in proper working condition and meets the standards you expected at the time of purchase.
  We will be reaching out to you directly to schedule a convenient time for you to bring the vehicle in for the necessary repairs. If you have any further questions or concerns in the meantime, please dont hesitate to contact our management team directly.  Thank you again for your patience, and we look forward to resolving this matter to your satisfaction.

  
  Sincerely,

  **** *******
  General Manager
  Gillman Chrysler Jeep Dodge RAM
  Office:************
  Email: *********************************************************************

   

• Initial Complaint

  Date:04/28/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My vehicle gear shift was intermittent not working and lights would blink on gear k*** so I had vehicle towed to Gillman dodge for repair. Gillman service person after running test on vehicle claim that issue was shifter connection to transmission. I approved repair after which service person claim my battery was no good so I approved replacement of battery. Several days later service person calls says car gear shift is blinking and intermittently working which was my reason for bring it in initially. ******* now claims wiring harness is cause of ********** argument is that ******* made bad claims to me on issue to repair my car and if its doing the same thing it was at first when I brought it in its possible wiring harness was the issue at first before you claim $3400 of repaid was the issue. I dont think ******* can justify there claim for car not working when I brought it in and same problems exit after $3400 of working which ******* lead me to believe would fix the car surely like auto centers they could have attached computer to car and get reading of issues.

  Business Response

  Date: 05/02/2025

  The customer just arrived this morning, and we took care of his issue. He said he would remove the BBB complaint. Would you still like me to send a response?
  
  ****
  
  
  **** *******
  General Manager
  Gillman Chrysler Jeep Dodge RAM
  Office: ************
  Email: ***************************************

  Business Response

  Date: 05/06/2025

  The customer just arrived this morning 4/29/2025, and we took care of his issue. He said he would remove the BBB complaint. The customer has the issues addressed in the original complaint taken care of as of 4/29/2025
  
  
  
  **** *******
  General Manager
  Gillman Chrysler Jeep Dodge RAM
  Office: ************
  Email: ***************************************

• Initial Complaint

  Date:04/18/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  iew. On March 29, 2025, I received a call from the General Manager, ****, in response to my review (note: I had previously stated the wrong date in my ****** review). During our conversation, the ** explained that the website had rejected my information because I didnt meet the specific eligibility criteria for the discount. I expressed my concern that the salesperson, after consulting with his manager, had still offered the discount. **** concluded the conversation by stating that I would be receiving a rebate check.I assumed the rebate check would be provided on April 2, 2025, when I returned to the dealership to have a stain removed from the back seat. However, during my visit, the General Manager did not speak with me directly and instead relayed messages through the receptionist. Before leaving, I inquired again about the rebate check. The **, again via the receptionist, stated that it had been ********* is April 18, 2025. Still no rebate check.

  Business Response

  Date: 04/22/2025

   This complaint is being handled by the ** of CDJ&R with the customer.

   

  Kind regards,

   

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

• Initial Complaint

  Date:01/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I wish this were handled the right way the first time.  
  
  
  
  
  
  
  
   
  ich is not in the contract signed. I was also told my a finance manager at the location that they would pay the sales tax. Now I am stuck paying old car payment and new car payment when they have title and vehicle. I have made a few monthly payments on old vehicle since they have owned it.
  
  Please help

  Business Response

  Date: 01/10/2025

  Dear Kishinchand,
  
  Thank you for bringing these concerns to our attention. We
  sincerely apologize for the inconvenience and frustration this situation has
  caused you. We value your business and are committed to resolving this matter
  promptly.
  Regarding the temporary plates and vehicle registration:
  We acknowledge the delay in processing your registration and ordering your
  permanent plates. Our team is currently investigating why this was not
  completed within the required timeframe. The fees you paid at the time of the
  lease include the cost of registration, and we are working to rectify this
  immediately. We will provide you with an update by [specific date] and ensure
  that your plates and registration are expedited as quickly as possible.
  Regarding the trade-in of your Jeep and loan payoff:
  We understand the financial strain caused by continuing to make payments on the
  trade-in vehicle. We are reviewing the status of the payoff to Wings Financial
  Credit Union and will resolve this issue promptly. Please provide any
  additional details, such as proof of the payments you have made since the
  trade-in, so we can work on reimbursing you for any undue expenses.
  Regarding the sales tax issue:
  We take your concern seriously and are reviewing the details of the signed
  agreement and it was determined that you didn’t pay the state sales tax on your
  trade, and this was an issue per the state since you purchased your vehicle
  from the previous lease company. The state requires you to pay the sale tax
  prior to trading the vehicle however we have taken care of the sales tax
  payment, and this is why there was a small delay with your permanent plates.
  We understand the impact these issues have had on you, and
  we are committed to addressing each concern thoroughly. We will provide updates and next steps. In the meantime, if you have additional questions or
  documentation, please feel free to reach out to me directly.
  Thank you for your patience as we work to resolve this
  matter.
  Sincerely,
  
  
  Dana
  *******
  General Manager
  Gillman Chrysler Jeep Dodge
  RAM
  Office: 713-776-4901
  Email: d*******@gillmanauto.com

• Initial Complaint

  Date:05/30/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/18/2024 I purchased a used truck from ****** dodge they presured me to buy in a hurry not a problem I was loony for a truck like this however I never test drove this truck I was reassured that there was nothing wrong with this truck and I could pick it up Monday or Tuesday I was real ***** about it but I was reassured again that this truck was good and was just traded in and still has to go through a dealer inspection first ok so I asusumed it would get a full service before they had me the truck thats why it was two days later however not even a oil change there was trash left under the seats I had to have detailed that cost me money it still needs a oil change the only thing this dealer did was a inspection to get it registered they basically pulled the old owners out and sold me the truck without doing any service or 125 point inspection on this truck no service records from there dealership other than the state inspection when I tried to reach the dealer its been ******************************************************************* over the phone Iike its a joke in the past 4 months we have purchased two vehicles from this dealership together totaling ****** dollars they have made and been paid just to treat people like this its horrible and disrespectful for. Business to employ such people like this I would like these people hel accountable for there actions sales managers **** and ***** if thats there real name they also charged me 4K more than the internet price

  Business Response

  Date: 08/12/2024

  Dear *** *******,
  

  Thank you for bringing the issue concerning your RAM purchase to my attention. I appreciate the opportunity to resolve this matter.
  Please inform me if there are any further actions required on my part to finalize this process.
  Thank you for your cooperation.
  

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

• Initial Complaint

  Date:08/15/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  
  
  This letter is to inform you that Gillman Chrysler/ Jeep/ Dodge/ Ram has carried out to my satisfaction the resolution it proposed for my complaint, filed on 8/15/2023 and assigned ID ********.
  
  
  
  Regards,
  
  
  t the car. Santiago and no one from the dealership has followed up with me and called me back.

• Initial Complaint

  Date:08/14/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  The verbal agreement that I made with the dealership was to be placed on the deal as the co-signor. Never was there a conversation that we wanted to swap positions making me the primary owner of the vehicle. However, with intentions to simply close on the deal, the dealership willfully and maliciously processed my information in the method that I did not agree with to qualify my friend on the transaction. The dealership has insisted that the correction cannot be completed at this point but had ample time to make the correction prior to the paperwork being submitted, as we addressed the issue in person on the day of the sale and a day after the sale. According to the finance company, this correction can still be made but the dealership will need to re-draw the paperwork as we agreed on 10/29/2022. The only reason the dealership does not want to re-work the deal is because they know if they do, they will need to address the below circumstances, which I have reported to the Federal Trade Commission on the same date that this complaint was filed and what I plan to report to the Texas Attorney General as soon as possible. Again, I am asking for the dealership to reach out to the finance company and re-do the qualification portion of our application as we initially intended, myself as solely the co-signor and my friend, as the primary. 

  1. Deceptive sales and negotiation practices

  2. Bait and switch tactics

  3. Providing misleading information 

  4. False information provided when issue was addressed prior to the paperwork being processed.

  5. Return of any commissions earned with this sale.

  6. Losing the deal completely if the original primary signor does not qualify with me being solely co-signor.

  
  
  
  Regards,
  
  
  
  Michelle *** *******
  
   

  
  eeing to only being the co-signor in the transaction. She did the same. The finance clerk quickly stated that it did not matter how we signed. We argued again and re-explained why it mattered but he insisted that the system would recognize whom was who once the paperwork was processed by the finance company. However, once the finance company boarded us in their system, they boarded me as the primary on the account and my friend as the co-signor. Upon calling the finance company, we were told that the dealership processed my credit info as the sole qualifying factor in the transaction which was not what was communicated to us in person, when we closed on the deal. We have been trying to get this corrected for a year now and the dealership continues to avoid us via phone, state that in Texas, there is no such thing as a co-signor and primary, and that it is too late to fix the way the docs were drawn. The finance company states that the dealership can re-draw the docs and resubmit them.

  Business Response

  Date: 08/15/2023

  Michelle *******,
  
  The dealership cannot reprocess
  your paperwork with the finance company. You have two options that I have
  listed:
  
  1st option is to
  refinance the vehicle.
  2nd option would be to trade
  your vehicle in for another.
  
  In either case the co-applicant
  would need to sign off on the necessary forms in order to do so.
  
  Please feel free to contact me
  anytime to discuss your options further.
  
  Regards,
  Dana *******
  General Manager
  713-776-4900

• Initial Complaint

  Date:07/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First of all, I did drive 6 months without the main bulbs working because it took them 4 weeks to fix the first issue and I didn’t have a car that entire time. Then I was forced to take it in because I had to get my car inspected. They told me they would inspect the car for me while it was at their facility and when I got it back, of course they hadn’t done the inspection and made an excuse as to why they didn’t do it. After paying the fee they requested for the replacement of both headlights I finally received the vehicle back (nearly 4 weeks without a vehicle to fix, my equalizer on my radio as well as a check engine light came on after having it for one week. Clearly that just magically happened as well. This company is slimy and intentionally causing issues with my vehicle, every time I’ve received the car back after repair, something new came up as an issue within one week of getting the car back. I took my jeep to river oaks and they determined it was a leaky hose on the exhaust system which also would not be covered by warranty, but they covered it anyway because of all the shit that Gillman already put me through. It would be great to get a news station on them and any other customers that have had the same experience.ed they would send me a check for the cost of the rental. It has now been a week and they have not sent the check. In addition, I took my Jeep back to Gillman and they are trying to lie and say the lights just burned out (on both of them) instead of it being a short and trying to charge me 1200$. I would like all costs covered by Jeep and the 600$+ charge for the rental covered. Please help.

  Business Response

  Date: 08/15/2023

  To Whom It May Concern,
  
  We are sorry that
  Mr. ****** feels like he had a less than satisfactory experience while having
  his vehicle serviced here at Gillman Jeep and can understand his frustration
  with the problems he is having with his vehicle. 
  In regard to Mr. ******’s concern of not being provided with a vehicle to drive while his was in
  for repairs, we were unable to provide alternate transportation as a rental
  vehicle was not covered as part of, or approved by his service contract. 

  When reviewing
  Mr. ******’s claim that we caused the failure of his headlight bulbs, and that
  the happened during the last visit, we first find it difficult to believe that
  someone would drive 6 months without headlights and not returning immediately
  with the concern.  Second, we are unable to
  find a correlation between the replacement of the Body Control Module, which is
  located under inside the vehicle behind the passenger side kick panel, and the
  Passenger Door Module located in the passenger side front door as the
  replacement procedure of both parts does not require access to, or near the
  headlamp bulbs.  We also looked at Mr.
  ******’s claim that we somehow “shorted” his headlight bulbs, and found the
  repairs performed to not be able to cause this scenario also. His vehicle is
  equipped with High Intensity Discharge headlamps (this is why the cost of the
  bulbs is substantially greater than a standard halogen bulb).  This system uses separate electronic ballasts
  located under the headlamp assemblies to control the voltage to the bulbs
  themselves, and these bulbs use 25,000 volts to ignite and 85 volts to sustain
  lighting output.  The BCM and PDM are
  both on the 12-volt system and would be unable to provide enough voltage to
  damage the bulbs, even without the ballasts separating the 12 volt and high
  volt systems. 
  
  As far as Mr.
  ******’s visit to River Oaks CDJR, they are an unrelated company to Gillman
  Jeep.  Any promises made by River Oaks
  CDJR or any charges and problems from repairs at River Oaks CDJR, should be
  addressed with River Oaks CDJR.
  
  We have offered
  to replace Mr. ******’s headlamp bulbs with him only paying for the price of
  the parts and no charge for the labor. 
  This works out to $736.00 ($368 each bulb) plus tax.  We are declining to participate in any rental
  vehicle charges incurred at River Oaks CDJR for repairs at that facility and
  suggest those concerns be addressed with River Oaks CDJR management.
  
  Thank you,
  
  Gillman Jeep

  
  

  Business Response

  Date: 08/25/2023

  To Whom It May Concern,
  
       In response to
  Mr. ******’s claims that we are “intentionally causing issues” with his
  vehicles, we find these accusations to be preposterous and categorically deny
  that our store, or any other of the Gillman stores, would operate in that
  fashion.
       In regard to the
  length of the original visit, though it was a longer visit then everyone would
  have liked, it was not in our service department for the 4 weeks that he is
  claiming.  The vehicle was received on
  Friday, January 13th, finished on the 19th day and picked
  up on the 20th day (February 2nd).  Of those 20 days, 13 were lost due to parts
  availability from the manufacturer and 2 from non-business weekend days,
  leaving 5 to diagnose, obtain authorization and install parts on a vehicle in
  which diagnostic equipment communication was not possible with the vehicle due
  to the failures.  Alternate
  transportation was not provided during this time as rental vehicle coverage
  from his service contract had expired.   
       Any repairs made
  at River Oaks CDJR are between Mr. ****** and the people at River Oaks CDJR,
  but reviewing the available information in Jeep’s system, it shows that the
  check engine light was on due to an emission system failure and that the ESIM
  detector was replaced to correct the condition. 
  This part was replaced under a parts warranty from a repair they made in
  September 2021 (it would have also been covered by his service contract if not
  under a part warranty), in which they also replace an emission hose and purge
  solenoid for an emission system failure. From this information it appears that
  either Mr. ****** has been misinformed on the actual cause and repair of his
  check engine light, or River Oaks replaced the hose after an incorrect
  diagnosis of the ESIM detector and not, and I quote, “because of all the sh*t
  Gillman put me through.”
  
  Thank you,
  
  Gillman Jeep

• Initial Complaint

  Date:05/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

  The provider does not acknowledge that they DID perform a multipoint inspection "for needed preventive maintenance and Repairs". The provider does not mention if the process of multipoint inspection requires access to the coolant system (which should be...). In any case, the did the inspection and no issues were reported to us. I am attaching a copy of the repair receipts from Gillman. 

  Also, the provider is offering to repair the Coolant reservoir in their facilities but in his words: "They are not allowed to do repairs in Cargo vans" and there is not warranty if the do... So no a good option for us.

  We went ahead and repair the van in another dealer (******* Service). They identify the issues right away and later on identify an extra issue with the radiator. Total cost of repair for us was $2878.38. We acknowledge that Radiator may not be easy to see during inspection but a cracked reservoir certainly is. Again, no engine lights other than Fuel replacement were reported before taking our Cargo van to Gillman..

  We request them to pay the associated repairs for the coolant reservoir: $195 + 4.1 Technician hours $819 + System flush $ 314.93 + Freight parts cost $15. giving a total of $ 1,343.93.  Receipt from ******* Service attached also. 
  
  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  
  
  Regards,
  
  Jose ******** ******
  
  
  
   

  
  ing the manager.
  So we had to leave.
  This means a full day of work lost and now, two more days lost in a different dealer trying to diagnose the problems.
  Note that NO check engine reports were shown before taking the van for repair that Saturday. Now, were are losing work and revenue as we can not used the cargo van. All due to their unprofessional way of manage business.
  Note: A response to our google review was sent by them with an standard response stating to “try to communicate with them”. We sent an email to them and no response so far… Today is 5/4/23…
  A picture of the cracked coolant reservoir is attached. The business should have a copy of the service done by them (including the multipoint inspection). If they need a copy we can provide.

  Business Response

  Date: 05/16/2023

  To Whom It May Concern,
  
       We apologize that
  Mr. ****** feels like he had a less than satisfactory experience while having
  his vehicle serviced here at Gillman Chrysler, Dodge and Ram and can understand
  his frustration with the problems he is having with his vehicle. 
       Looking into the
  claim of the pressurized coolant reservoir leaking after the oil change and air
  filter replacement, the maintenance technician did not recall seeing a leak or
  crack in the reservoir, and explained that to perform the engine oil change and
  air filter replacement, no removal or disturbance of the coolant reservoir is
  necessary. This has also been verified by the service procedure published by
  the manufacturer, in which at no time does is state to remove the pressurized
  coolant reservoir for either the oil change or air filter replacement.  With the reservoir being transparent as to
  allow safe viewing of the coolant level without the removal of the cap on a
  pressurized system with hot coolant, there would have been no reason to disturb
  the reservoir unless a leak was already present and any missing coolant needed
  replaced.  Short of any proof of physical
  damage to the reservoir from outside influence, I do not see how we would be
  responsible for the failure of the reservoir. 
  However, in the interest of customer satisfaction, I would be willing to
  replace the reservoir at our facility, or reimburse the customer the amount of
  our cost of replacing the reservoir and any lost coolant had we replaced it at
  our facility.
       In regard to the
  check engine light, we declined to perform diagnosis or repairs on this
  vehicle, as we are only authorized by the manufacturer to perform basic
  maintenance and not mechanical repairs on these vehicles, as our dealership
  does not participate in **********’ Business Link program.  Therefore, any mechanical repairs we perform
  would not carry any type of warranty, even if a part replaced failed
  immediately upon installation.  We have
  reviewed the report generated by the manufacturer’s tool used at time of
  vehicle check in, and can verify that code P1C4F, ESM DTC Present, was stored
  in the PCM without a corresponding code in the ESM. This would indicate that at
  one time there was a fault in the system that is no longer occurring and the
  vehicle has passed the conditions require to set the ESM code enough times to
  remove that code from the ESM and not illuminate the check engine light.  Without knowing the code that is currently
  set in the vehicle or proof that it is directly related to the maintenance
  performed at our store, we are going to decline any assistance in repairs other
  than what was offered in the previous paragraph.

  Business Response

  Date: 06/20/2023

       We are sorry that Mr. ****** was not satisfied with, and did
  not accept our previous offer.  However,
  after reviewing the invoice from the repairs at ******* Dodge that was provided
  after the previous correspondence, we are going to withdraw any offer of
  participation in the expense of Mr. ******’s repair.
       The invoice from
  ******* states that the radiator was the source of the vehicle’s coolant loss.  Reviewing the picture of the coolant bottle,
  there is a line under the minimum level indicator, but the invoice states the
  “coolant bottle integrity unknown” and replaced the bottle without indicating
  it was a source of the coolant loss. 
  Also, the picture does not show any indication of physical damage to the
  bottle, which make it unclear of how we caused, or could be responsible for a
  possible failure of the coolant bottle. 
  We also feel the request of 4.1 hours labor ($819.80) plus 1.4 hours
  ($279.93) for the coolant flush are unreasonable for the replacement of the
  coolant bottle. Alldata labor guides show the labor for the replacement of the
  bottle to be .5 hours and factory service information shows only a partial
  drain of the system is needed to replace the bottle.  In the factory maintenance information the
  coolant flush also shows to be unnecessary as coolant flush and replacement is
  not due until 10 years or 150,000 miles, whichever occurs first, and this
  vehicle does not meet either of those criteria, and that only a partial drain
  of the system is necessary.
       The invoice also
  shows that the vehicle had a P0456 Small Evaporative Emissions leak code set,
  which was not present when the vehicle was at our service center, and that it
  was necessary to replace the gas cap, purge solenoid and ESIM detector to
  repair.  Due to the separate locations of
  the 3 items (gas cap on the filler neck, ESIM detector under the vehicle on the
  canister near the fuel tank and the purge solenoid on the back side of the intake
  manifold) it is extremely unlikely that all 3 parts failed simultaneously to
  cause a leak of less than .020” size in the emission system.  Without seeing evidence of how our facility
  damaged a part to cause the Evaporative Emission System leak, we do not see how
  we can be responsible for that repair either.

  Customer Answer

  Date: 07/24/2023

  The provider us bouncing back with unrelated cased which were not addressed in the initial complain. We are not considering Gillman responsible for the Evaporator issue (only the Coolant tank replacement). but their argument is based in a complete service done after the issue was originated. Again Gillman initial offer was to fix the vehicle when they stated that they were NOT allowed to perform such maintenance in Cargo vans. This is incongruent with their response. they simply used the complete repair done to the Cargo van.

  Also Gillman is missing an important point: they DID PERFORM  a multipoint inspection in our vehicle and they reported NO issues... We did call them next day when the Check Engine light was on to let them know something was wrong.  

   

  Business Response

  Date: 07/28/2023

  To Whom It May Concern,
  
       After reviewing
  the case once again, it is not apparent how we are responsible for the failure
  of the coolant bottle on Mr. ******’s vehicle, nor is the requested amount
  reflective of what should have been charged according to industry accepted
  labor guides, and therefore are declining to participate in the cost of the
  coolant bottle replacement.  However, we
  would be willing to refund Mr. ****** the costs of the services performed at
  our facility. Reviewing his invoice for the oil change and replacement of the
  engine air filter, this would come to a total of $259.13.

• Initial Complaint

  Date:03/22/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold my vehicle so I cancelled my extended warranty. I also had a maintenance package which they do not refund if the vehicle is sold before the policy is up. This is theft and this should not be allowed. If you can't refund it, they should not sell it and should be fined for this. I paid for the service plan which they will not provide or transfer to another vehicle. This is absurd these business practices are allowed but this is not my main complaint. I called the dealership at least 3 days in a row and contacted them through their messaging services to try and get these policies cancelled. After a week of waiting for any sort of response, I just went to the dealership on 11/11/2022 to cancel the policy in person. At the dealership they stated it takes 10-12 weeks to receive a check. This is beyond ridiculous but this is not my complaint. My main complaint is this Friday will be 19 weeks since the policy was cancelled. They don't answer and they don't respond unless they are confronted in person. They have stolen my money and I want it back. I don't know what to do but I should be reimbursed my cancelled policies several weeks ago and at this point I should receive additional compensation for the amount of hoops I have to go through to get what is rightfully mine.
  One major issue with the cancellation is it should be dated 8/29/2022. I went in on 11/11/2022. The cancellation is based off when the vehicle was sold. This needs to be right. I have provided the cancellation sheet signed at the dealership and the statement to transfer the truck ownership to Don McGill Toyota.
  I DON'T WANT ANY EXCUSES! I WANT MY MONEY BACK AND THEY NEED TO BE INVESTIGATED. THIS IS NOT THE FIRST TIME I HAVE HAD ISSUES WITH THESE GUYS.

  Business Response

  Date: 04/10/2023

  I have reviewed the cancellation request for Mr. ****** and can verify that our cancellation department requested his VSC and GAP insurance to be cancelled on 9/22/2022. Mr. ****** was refunded $818.61 directly from B*** ** ******* as per their policy for refunding GAP insurance. To this point, we have not received his refund from Preferred Protection for his Vehicle Service Contract but will get Mr. ****** any refund due as soon as possible within the next 10 days. Attached is the letter from Bank of America stating that they have refunded the customer directly for his GAP insurance.
  
  I have also attached the original cancellation request dated 9/22/2022 with the Vehicle Service Agreement & GAP Waiver selected.