ComplaintsforDeery Brothers Inc

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was in **** visiting family and needed a service on our 2021 ****** Tundra. I scheduled an appointment with the nearest ****** dealer, Deery Brothers INC, located in ***************, ****. Went there and checked in. They took the vehicle to service it. Upon returning it the gas door was open. I didnt think anything of it and got in the vehicle and drove away. When I got to my location I opened the tailgate of the bed of the pickup, which has a tonneau cover on it, and noticed that my husbands work gear was soaked. Thats when I realized they had washed the truck without my consent. Had they informed me of this I would have removed the gear happily. This was Dec 27th 2023. I contacted them and they had agreed to replace the boots that were ruined and I needed to go back to the dealership. After that conversation he called again and hung up on me after he said the tonneau cover was on the truck and I told him when pressure washing it the cover doesnt protect the contents. I arrived at the dealership and he was rude and condescending and basically told me to leave as he wasnt going to honor his previous agreement. The value of the boots totaled $480 as they are quality boots and practically new.

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband went to the dealership to order a spare *********** for our RAV4. He went the first week of January. He paid over $450 for this service. He was told the transmitter would be ready in 3 days. He went back 3 days later and was told, well the transmitter is ready but the key isn't, and they wouldn't give and couldn't give any estimate as to when that would happen. It is now February and after multiple calls, he keeps getting told the key is not ready and no date or any kind of follow up. Then he asked ******, January 27, could he come in and at least pick up the transmitter so he would have something to show for his $450 and they could contact him when the key is ready. They said yes, to come in Monday, January 30. He goes in on January 30, waits at the dealership for an hour, and they come back and tell him they can't find the transmitter. Fact is, he has paid money for a service and product he has not received, that this dealership has kept and offered nothing in return. We would like a refund on the money for no item received and we will go somewhere else to have this request completed.

  Business response

  02/09/2023

  I have tried to reach out to the customer to offer a refund and I did not receive call back.

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

  General Manager

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

  Customer response

  02/13/2023

   
  Better Business Bureau:
  
  My husband contacted the general manager and was able to receive his fob, but still not the physical key.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  12/16/2022 was the date we purchased a 2019 Traverse Premier from Deery Brothers in ********** ****. Doing paperwork to purchase the vehicle is was brought to our attention that it was a lemon buy back, and they stated it was a clean title but it was sent to GM for a simple fix. We got the registration and it was NOT a clean title like they stated to us the buyers and our bank where we received a loan. The car still has problems that it was sent to GM for. It is losing oil but when we look it to the shop today 1/20/2023 they stated it was fine because we replaced the oil so the motor wouldnt be affected. We have asked to sell it back and they would agree to sell it for 25K when we bought it for $41,749.00 a month ago. They offered that price due to the depreciation of the vehicle of the title it has when we were assured it WAS a clean title. We were lied to, cheated and now stuck with a vehicle with many problems. With the manager stating What was stated in the show room about a clean title doesnt matter we have paperwork now and hung up on us. I feel as we they are fraudulent, liars and unwilling to fix any of these issues along with the lies they have told to pursue us to purchase this vehicle. I contacted ***** Corporate and they were going to investigate in this case as the previous owner still had an open law suit on the vehicle. Our case number with ***** is 9-9309743773.

  Business response

  01/30/2023

  Please see attached.  Customer signed several times acknowledging they purchased a GM Buyback Lemon Law vehicle and that the title would be branded as such.  Regarding refusing to repair the vehicle.  The dealership cannot duplicate the customer complaint, however, did pay for an oil change and offered to conduct a vehicle engine oil consumption test.  Vehicle is covered by factory bumper to bumper comprehensive warranty.  The dealership will not purchase back the vehicle for what the customer paid, however, the dealership will offer current market value for the vehicle. 

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

  General Manager

  Customer response

  02/06/2023

   
  Complaint: 18868693
  
  I am rejecting this response because: When buying this vehicle we were under the impression this was a clean title car, it was a buy-back for a simple problem of idling hard and it was supposedly fixed. On ***** brothers webpage it states it is a clean car no damage or significant problems. So with it being a lemon law buy-back and a branded title, that would be false advertisement on their behalf. Fast forward to now we have taken it to another dealership as ***** requested to where it has three pages of codes and we were told the transmission and motor were both regutted. The throttle body was replaced, the fuse box, and an oil burning problem that is still unknown, all in the matter of one month of having this vehicle. 
  
  Sincerely,
  
  *********************

  Business response

  02/06/2023

  Deery Brothers has a link on each used car on our website to the vehicles history under the Auto-Check tab.  Please see this link for an example.  *********************************************************************************************

  The Auto-Check will show if a vehicle is a Lemon Law buy back.  In addition **** is one of twenty one states that require a state specific disclosure be signed by the purchaser at the time of the sale. GM requires the dealership fax this disclosure to them in order for them to release the title to the dealership.  The dealership has fully disclosed the vehicle as a lemon law buyback and the purchaser has indicated their understanding with their signature in several places.

  Regarding as to whether the vehicle has any issues as the vehicle is under manufacture warranty any previous repairs would have been conducted a licensed Chevrolet dealership using factory parts and materials.  The vehicle is currently under manufacturer warranty so any repairs due to failed parts are covered at any GM dealership.

   

   

• Initial Complaint

  10/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We went to buy a car with Deery brothers. When discussing financing *** the ** stated we would have to run our credit twice, once to make sure we werent a terrorist. Im familiar with finance and declined to run my credit twice as I knew we only needed one for approval. I then went with a bank I had a relationship with and gained approval though then and they had a partnership with this dealer. I gave them the approval and *** and **** still pulled my credit so that they would get credit for the financing. The bank even said they had no reason to pull credit other than to assume credit for financing. The lies were strong and strategic to gain what they wanted the whole time. I asked for resolution and they could care less and simply said I was wrong. I expect my unnecessary credit check to be cleared as unwarranted and shady business tactics.

  Business response

  10/17/2022

  We are sorry ****************** is experiencing problems regarding additional credit inquiries on his credit bureau report. Deery Brothers did not make a credit inquiry for *******************  Deery Brothers updated a credit application on the customer's behalf and submitted the application to ********************** lender.  ********************** bank did confirm with Deery Brothers they ran an additional inquiry.  ****************** will need to reach out to his lender and request that they submit a request to the credit reporting agency to have the additional inquiry be removed from his credit bureau and inquiry with them as to why they ran an additional credit inquiry.  Deery Brothers cannot make this request as we did not make an inquiry.  *************************, the general manager, reached out to ****************** to explain this, however, ****************** did not respond.  Please notice the attached PDF showing no credit inquiry was made by Deery Brothers for Mr. or ********************

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

  General Manager

  Deery Brothers of ***************

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a second recall on our ****** and have been trying to get it done. 1st started contacting them in January-finally Feb 19 they contacted us saying they didn''t have parts and would contact us when they did. I contacted them March 25 still no parts. Contacted ****** on March 25. ****** got them to order part and ****** contacted us saying part was in on April 14 at 4:15pm and Deery Brothers would contact us. They didn't contact us until May 9th saying parts were in! Tried scheduling for July 2nd(only had app. after July 1 available) but they said Techs do not work Saturdays. We sent emails back and forth-can not call and talk to Tawny because she only works until 4 and we head to work at 3:30am and do not pull into our driveway until 4:10. Finally we sent them service ***** email on May 27 asking for Aug.5, no answer. Sent message to ***** on June 3rd asking again if Aug. 5th would work. Got email from ***** on June 9th saying we were on the schedule for Aug. 5. On July 6th Tawny emailed to say they had to cancel the Aug.5 appointment. (this has happened with our other recall we had -they cancelled). They always want you to come in day before or after your appointment you had-BUT we can not just schedule time off that fast-we work where others have vac. too. So sent email 7-6 asking them to come get ****** drive it there and get recall done and drive it back-NO REPLY. ***** called **** wanting to schedule for July 22. We emailed ***** July 14 saying that day was not going to work as we were already leaving work early 3 days that week for Doctors appointments. But told her we would be willing to drive there after work one evening and leave ****** so they could do recall -they give us car to drive home in and we would drive back and get it when it was done. NO REPLY to this day(July 31) I sent Tawny another email on July 20 saying I've sent 2 email and have heard nothing from her.

  Business response

  08/22/2022

  Attached are the files from our customer relations management tool showing the dates and times of communication.  We did not receive emails from the customer on dates the customer states. ********************** employees have reached out multiple times to keep the customer informed the the timing of the parts and the schedule to have the recall performed.  The customer has been made aware we offer low cost rental cars, unfortunately the manufacturer will not pay for a rental car as the recall does not meet the guidelines to qualify for a rental car.  We do not offer free "loaner" cars as Deery Brothers insurance carrier does not offer coverage for free loaner cars.  We did contact the customer to inform them if they are willing to pay one of our drivers to make the two hour drive to their house to pick up their vehicle and to return their vehicle once the recall have been performed.  They declined this offer upon the initial phone call, however, there appears to be an appointment in the system on September 7th with notes stating they are paying for a driver to pick up and drop off their vehicle.  

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

  Customer response

  08/23/2022

   
  Complaint: 17648959
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer response

  08/25/2022

  Was trying to get the emails sent to you to view -they will not be in order. We first contacted Deery Brothers in January and then was in contact with ******* in Feb. which was not on Deery Brothers email list. Also included the emails we sent that got no response from Deery Brothers until we email a 2nd or 3rd time. We were NEVER told anything about renting a car-that was Never brought up in the emails or phone calls at all, never knew anything about that until reading the response from Deery Brothers on here. We also informed them that we leave before 4am and do not pull into our driveway until after 4:15pm and if they need to speak to us to call after 4:15pm -most of their calls are in the morning when they know we will not be home. They never even ordered the part needed for the recall until we got ****** involved and ****** contacted Deery Brothers to get the part ordered. Thank you- ***** and *************************

  Business response

  09/20/2022

  Deery Brothers has offered to have a driver come pick the customer's vehicle up at their home and have the recall performed and return the customer's vehicle back to them.  The customer declined as they did not want to pay for this service.  ****** does pay for this service or a rental vehicle as part of the recall as the work itself may take less than an hour to perform.  The customer is currently scheduled to bring their vehicle to the dealership on October 10th at 9:00am to have the recalled performed.  We offer refreshments in our waiting room as well as a complimentary automatic car wash and vacuum with every service.  We also offer shuttle service if the customer would like to be driven to a location in the Burlington/West Burlington area while the recall is performed. 

  Customer response

  09/25/2022

   
  Complaint: 17648959
  
  I am rejecting this response because: Deery Brothers told us they COULD NOT come get our Rogue free of charge because ****** DOES NOT pay for it-but this response says they do???And as a side note their "offered refreshments " was Coffee(we don't drink coffee) and water. Or BUY your own from machines. Also is this "offered" shuttle service have a Charge??
  
  Sincerely,
  
  ***************************

   

  Business response

  09/26/2022

  My apologies I mistyped my last response. ****** does NOT pay for a driver to travel 160 mile round trip to pick up the customer's vehicle to have the recall performed. The customer would need to pay for this service. The courtesy shuttle for ***************/Burlington area is at no cost the the customer. The request to have the dealership pick up the customer's vehicle and return it after the recall is performed at no charge is not a service Deery Brothers will be offering. Deery Brothers will not be extorted by the bad online reviews this customer has made or a complaint to the ********************** we have offered all that we will offer. If this is not satisfactory to the customer we would ask that they take their vehicle to another ****** dealership to have the recall performed.

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

  General Manager

• Initial Complaint

  12/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2013 Jaguar XJ with them in July. I had issues with the financing because I signed a contract and than had to be mailed a different one with entirely different rates (after I had already signed a contract and drove the car away.) This was inconvenient but only the beginning of my trouble. Roughly two and a half months later the car had an engine failure. Fortunately I had purchased a warranty so this was covered but incredibly inconvenient. Also, the last while I have been driving the car I noticed that it has been a very rough ride. I brought the car to be serviced at a certified mechanic and they found that all four wheels were bent and had sharpie writing on the back side saying they where bent. Deery Brothers claimed to have done a multi point inspection before selling it to me. I understand that used cars are as is but that is not the case here. Deery Brothers either knowingly sold me a car with bent wheels (based on the writing on the back side) or they had someone not experienced doing the multi point inspection to not realize the wheels were bent when they had that marked on them. Deery Brothers never disclosed this to me when purchasing and the bent wheels also prematurely wore my tiers, rotors and pads to the point were replacement is necessary ($2,000+ in repairs because of their failure to disclose a preexisting issue.)

  Business response

  01/10/2022

   **************** purchased a 2013 Jaguar XJL with ****** miles on the odometer July 15, 2021.  **************** was made aware the vehicle was to be sold As-Is with all faults.  **************** confirmed his understanding of the terms of the sale with his signatures on the ********** Vehicle Purchase Agreement specifically under the warranty disclaimer section, also on a As-Is form stating customer is 100% at risk for any and all repairs, Also on the ************************ label As Is-No Dealer Warranty the dealer does not provide a warranty for any repairs after the sale. And finally on the We Owe form that dealer will not add anything to or remove anything from the vehicle.  With these terms of sale in mind when **************** called and spoke with myself on December 16, 2021 stating he was having issues with his vehicle and that he had already filed a complaint with the Better Business Bureau and would like reimbursement for repairs I reminded **************** the vehicle he purchased five month prior was sold As-Is with all faults and we will not be reimbursing him for any repairs. 

        A couple of other points to consider. **************** was given an opportunity for a test drive before making his final decision to purchase the vehicle which he took advantage of and did not make any mention of the vehicle riding rough at the time of purchase.  Mr. ******* claim that bent wheels caused maintenance items such as tires, rotors and brake pads to wear prematurely although may be true of tires is certainly not true of rotors or brake pads.  I suggested he take the vehicle to another mechanic in his area as if he was told this information by a certified mechanic someone was not being truthful with him.   Sorry **************** has experienced issues with his vehicle, however, the dealership has been up front with him regarding the terms of the sale and he did not report any issues regarding the vehicle at the time of sale.

   

  Please contact me for any questions.

  Regards,

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

  Customer response

  01/10/2022

   
  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.
  
  Sincerely,
  
  *************************

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