Complaints

• Initial Complaint

  01/18/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  BEWARE EMPLOYEES JOYRIDING VEHICLES. I have previously had to sign off on repairs caused by a joyriding employee that crashed my vehicle on premises. Although my new vehicle had under ****** miles at the time of the accident they only offered to repair the vehicle not full value towards a new one. On a seperate note, I dropped off my vehicle on a Thursday, and signed off on repairs. Left 2 callback numbers, it is now Saturday and I just got a call asking if I agree to the oil change I had already signed off on 2 days prior. No worries I figured it would be done same day, I have not gotten a callback as of 4 pm, so I gave them a call. I have been number 1 in their queue for customer service in the shop for 40 minutes now. I thought maybe it was my phone so I used my other phone to call, which is also number one in queue somehow. I am waiting 20 minutes calling the front service desk on my other phone just to ask if my vehicle is ready and still have no answer. They advertise their closing hours to be at 6pm.

  

  Business response

  01/21/2025

  Mr. *****,
  **** **** reached out and left a voicemail at ************** on Monday morning, 1/20/2025. We have looked thru all the **** **** stores and do not show either of your Ram trucks, 2019 3500 5KG662674 or 2019 1500 3KS675615, at a **** **** location in the last ********************************* our system is from November of 2024. Please contact ******* ********, our customer relations manager at ************ and we will resolve this matter promptly.
  ******* ********
  Ph#************
  ********************************************

  Customer response

  01/21/2025

  I know my vehicle is there, I am simply leaving feedback letting others know about my experience.

  

  Business response

  01/22/2025

  Mr.*****, we found your vehicle in the system and corrected the name to *****/**** ***** and your primary phone number to **************, secondary *************. We apologize for the communication issues we were calling the secondary number. Good news, it is corrected going forward. **** **** took care of your $270 bill today as a gesture of goodwill and satisfy the $300 settlement you indicated in the first BBB response.
  
  Please note: your wife/partner stated you would be back in town Monday. We wanted to make sure you are aware of the brakes and tire concerns. We gave her a quote for all four brakes and four tires. We applied discounts to the quote for brakes and tires to bring the cost down for you. Thank you for allowing us to service your vehicle and we would like to keep servicing the truck in the future.
  Please call or email ******* at ************ or *********************** if you are interested in the service and we will get you in.  
  

  Sincerely,

  The **** **** Team

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Considering a new vehicle? Hold on! Heres a cautionary tale that could save you from a financial ************ started on a Sunday at 4 a.m. when my mother and I drove from **********, eager to explore vehicle options. Salesman ****** promised us loan approval, but this was just the beginning of our troubling experience.Despite being open about our finances, **** **** Dodge misrepresented our income to the bank. The lender was shockedhow could a business compromise integrity for profit?In the finance office, we faced pressure to buy additional warranties. I was misled into thinking purchasing one warranty would lead to free options. Exhausted, I agreed to a lift kit for an extra $3,995, adding to the $40,473 vehicle price and $6,384 in warranties.Shockingly, our total charges reached $59,000 for a 2023 Jeep Gladiator with only ****** miles! We questioned the necessity of the numerous warranties included.******* from finance assured us we could review the details and cancel within 30 days, but customer service became a confusing maze of unreturned calls. When we finally reached manager *****, he sent us to another adviser but left us without resolution. Our next discussion with manager ***** revealed an inexplicable price increase due to "bundled" warranties.This experience has been distressing for both my mother and me, highlighting the need for fairness and transparency in car sales.Before signing any documents, think twice. **** **** Dodge has left us with more questions than answers. We hope our story helps others avoid the stress we faced. Your peace of mind is invaluable!

  

  Business response

  10/25/2024

  We were able to get the customer a loan approval so he traveled from ********** to purchase the vehicle. The income that was sent to the bank was the same income listed on the signed credit application. The customer selected the lift kit before he went into the finance office to talk about warranty options. The paperwork was reviewed by customer and every option was thouroughly disclosed in writing. After the customer got back to **********, he called to change his mind about the lift kit and the warranty purchased. We then sent the paperwork electronically at the request of his mother, not once but twice. Once the BBB complaint came in, the customer decided to drive back to the dealership from **********, handed the keys to the receptionist and left. The customer put ***** miles on the vehicle by that time. Even though we had a legally binding contract with warranty and a lift kit it was obvious the customer did not want to do business with **** **** CJDR and the feeling was mutual. We onwound the deal at no charge to the customer. We feel we have addressed the customers concerns. 

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2019 ******* mkc with an extended warranty. I contacted the service department last year and asked when my warranty was up because it states 60k but I was told by the service department that is 60k miles after the original mileage. So it was done at 83k. My engine went on my car and now mopar is stating that it only covers to 60k. I cant get anyone to return my calls. This is not ok. I would have traded the car in. I had things prior that had to be fixed but I live 70 miles away from the dealership so I planned to do it all at once.

  

  Business response

  08/22/2024

  We are very sorry to hear that Ms. ********* is having trouble with her vehicle. We are certainly sympathetic to her situation,however Ms. ********* was notified of the scope of her protection at the time of sale both verbally and in writing on her Mopar Vehicle Protection Application. She was also notified in writing again when ***** sent her Plan Provisions:
  
  "Plan coverage expires on 09/03/2024 or when the Vehicle odometer reads ****** mile(s) (whichever occurs first). This Plan provides coverage up to 5 years or ****** miles (whichever occurs first) from the Vehicle's original in-service date. The original in-service date begins when the Vehicle is sold, which is the same as the manufacturer's warranty date..."
  
  Unfortunately we are unable to fulfill Ms.Comprosky's request as we cannot force Mopar to extend their coverage past what was contractually agreed upon.

  Customer response

  08/22/2024

  I had spoke with your service department who informed me it was a ****** mile warranty on top of the 23k I purchased the vehicle at. While I understand you cant force Mopar to extend the warranty, something needs to be done and I am unsure that you understand the gravity of this situation. I took my ******************* for service on the engine before the 70k power train warranty ended. Your service department stated it needed a tune up and thats all it was. I drove the car up the mountain on I-17 to Prescott with a 3 year old and 4 month old in my car. The service department failed to realize it had no coolant in the engine. They missed the huge signs that the engine had failed. The car very easily could have caught on fire and killed my entire family. Because your shop failed to identify the actual problem with the car when I brought it in originally, by the time I got it to the shop locally it was at 72k miles. Which is 2000 miles over the power train warranty. If it was identified with your service department like it should have been, this would be a non issue and it wouldnt have put my familys life at risk. Also, no one in their right mind is going to pay over $2,000.00 for a ****** mile warranty. Since I was lied to about the warranty, I would like the warranty refunded. It was never used because obviously I was given the wrong information. I have attached pictures of the engine and you will also notice bolts werent even tightened back down on he engine, there are also screws missing from when they replaced the plug wires. This is not ok. You could have killed us.

  

  Business response

  09/04/2024

  There are no pictures attached as previously stated. 

  Customer response

  09/05/2024

  I have tried to attach multiple times but it will not allow. If you have an email for me to send them too I would be very happy to. 

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ***************** sold me a vehicle that had been infested with roaches. The vehicle only came with 1 key and I had to have a second key made for the vehicle. This happened before I found out there was an infestation otherwise, I would not have spent the money to have a second key made. When I found out about the infestation from an auto detailer, I immediately called ***************** and set an appointment to resolve the issue. ***************** got me into another vehicle, but this one only came with one key as well. Later that evening I got a call from ***************** informing me they did not have a key for the original, ***** infested, truck (I did give them a key). They requested the spare key that I had paid for and I offered to sell it to them or swap the spare key with a spare key made for the new truck. They did not want to buy or replace the spare but I had no obligation to give them the spare key I had paid for. They contacted me throughout that evening until finally at around 9:00 PM a sales manager called me, essentially called me a liar regarding the original key I gave them, and insisted I give them the spare key or he would make the paperwork for the new truck "disappear" before Monday (This all took place the 3rd of July and the finance office would be closed through the 4th of July weekend according to the sales manager) Seeing no other option I told them they could have the key as I didn't want to lose the truck I ended up with and really didn't want to deal with them anymore. Thye resolution I am hoping for is that the sales manager on staff that night be reprimanded for calling me liar and insinuating the paperwork would disappear as well as $200.00 for the spare key and $220.00 for the detail of the truck.

  

  Business response

  07/30/2024

  We are very sorry for any misunderstandings or bad taste left in ****************** mouth. The vast majority of auto dealerships would refuse the return of a vehicle over two weeks after it was purchased. **** Like did not. The dealership went to considerable lengths to reverse the loan ************** had on the first vehicle and procure another one for him. We thought we were doing right by him and would hate to have our goodwill tainted by a $200 key. I have instructed our **************** to make sure the registration refund (paid by *****************) from the first deal be sent directly to *************. He will receive a check from the ************************ in the amount of $237.98. The check should be mailed in the next ***** business days.We will also send a check directly from the dealership for another $185 to take care of the balance of ****************** request.

  Customer response

  08/02/2024

  The appointment to come to a resolution was made before the 2 week period and less than the 500 miles. ****** I do appreciate taking the truck back and getting me in another one, however I had legal recourse and made that clear that day. I also appreciate the monetary compensation to make up for this but the big issue now is the sales manager and how unprofessional he was over the phone, again as stated, he called me a liar about the key and insisted he would make the paperwork disappear. So, again, the biggest issue was how he was talking to me over the phone. What can we do to resolve that?

  

  Business response

  08/05/2024

  Although we have not had customer service issues with him in the past we have spoken to the manager in question and a copy of this complaint has been added to his employee file.

  Customer response

  08/07/2024

  
  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 will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/6/2024 a salesmen at **** **** camelback offered us 14k for my jeep grand Cherokee. we filed out power of attorney, title transfer and bill of sale along with all other necessary paperwork to complete the sale. before leaving the dealership, we asked for confirmation that the deal was complete and if we could cancel insurance the salesmen confirmed the deal was done. he provided me with the sold as is bill of sale and we left. on 7/9/2024 we got a call stating that **** **** would not purchase the jeep. I've contacted management and got no resolution; I've requested documentation and have been refused.

  

  Business response

  07/26/2024

  We are sorry that Mr. Clauson is disappointed, however Bill Luke decided not to complete the purchase of Mr. Clauson’s Jeep after our service technician discovered it needed a new engine. This information was not disclosed to us, nor had the purchase contracts been completed and signed by both parties.

  Customer response

  07/26/2024

  the salesman we worked with assured me several times that the sale was complete and even gave the assurance that I could cancel my insurance. They had possession of the Jeep for initial inspection upon our arrival and repeatedly told us the deal was complete. The salesmen represented that there was no pending condition or responsibility on our part. 3 days later they had a change of heart. This is at best lacking in ethics. 

  

  Business response

  08/07/2024

  The basis of the contemplated transaction was simple. Mr. Clauson proposed to sell a fully functioning 2018 Jeep Grand Cherokee to my client in exchange for Fourteen Thousand Dollars ($14,000,00). Mr. Clauson brought the vehicle into the dealership to negotiate the price and my client conducted an initial inspection and cursory review of the vehicle. As a concession to Mr. Clauson, he was asked to sign the attached documents so that if the transaction were to proceed, he would not have to return to the dealership to execute the documents. As my client was processing the transaction, he conducted a more a thorough inspection of the subject vehicle. It was at this time that my client discovered that the vehicle, which Mr.Clauson proposed to sell to the dealership, needed a new engine. This condition was never disclosed by Mr. Clauson and materially reduced the value of the vehicle.The discovered defects were in such a fundamental nature that it is difficult to avoid the conclusion that Mr. Clauson was well aware of the defects and overtly acted to conceal them. Even if Mr. Clauson did not actively conceal such defects, these defects were of such material nature that he surely would have known of them, which we suspect was a motivating factor in his desire to sell the subject vehicle. At the end of the day, there was simply no meeting of the minds between our respective clients as to the purchase of this vehicle. My client believed it was purchasing a vehicle which was fully operational and that, following some minor reconditioning, would be marketable in its then condition. Mr. Clauson’s vehicle was anything but that. Since there was no meeting of the minds as to the subject of this transaction, the transaction was never completed. Mr. Clauson’s vehicle is still in possession of my client, and we hereby request that Mr. Clauson make arrangements to retrieve the vehicle from my client’s possession within the next five (5) business days.

  Customer response

  08/08/2024

  the Jeep was in fully functioning condition when we drove it from Gilbert to phoenix to have the dealership inspect it. I had and still have no idea what issue there is with the jeep. It is insulting and derogatory to accuse me of covering up such issues. The motive for selling the jeep was very simple. We purchased a new vehicle in late June so we were simply trying to get rid of the Jeep as we no longer needed it, any insinuation otherwise is a complete fabrication. Second point. The dealership did not present me paper work on the premise that it would be done IF the deal happened. The offered premise was that the deal was 100% complete and the only step left was funding the deal which would take place on Monday July 8th once financial institutions opened. This was confirmed to myself and my wife on multiple occasions during our visit. The dealership kept the Jeep until Wednesday July 10th and called us at about 4pm to decline the offer they had already committed to. If the dealership would like to make a reasonable offer I’d be happy to negotiate the sale. 

• Initial Complaint

  07/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a used vehicle from ***************** with GilaCoat package. I have been trying to use this package for the past 6-7mo, filing online request and leaving VM..no one has returned my call. I have had issues in the past since vehicle purchase with communication, often having to drive down there. I believe this package is a scam to get extra money out of you because either they will not return your call or request, or they have no intention on allowing you to exercise the services under this package. I really wish I would have read all the reviews first. Buyer beware

  

  Business response

  07/24/2024

  ****************,
  
  We are sorry to hear that you are having trouble with your Gila Coat claim. We have inquired with your salesperson, the Finance Manager that did your paperwork, our other Sales Managers, and the employees that manage ********* claims. No one is aware of your claim. You mentioned that you filed an "online request" could you please let us know through which outlet you did that? You Gila Coat contract states "Vehicle owner may contact Administrator at the telephone number and mailing address listed below."  As far as we know, there is no way for to contact Gila Coat online. If you could help show us where your request was submitted we would be grateful as we would like to avoid any future misunderstandings. In any event we look forward to assisting you as soon as possible. Please reach out to *******, our Customer Experience Manager, at your earliest convenience and she will make sure that you are swiftly taken care of.She can be reached at **************. 

  Customer response

  07/24/2024

  
  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 will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  07/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This is basically a review I left on Google:If you value your time and dignity, stay far away from this dealership! *********************** is your typical car salesman, will make promises, make it appear a deal is done to get ALL your information and credit report, then turn around and tell you the vehicle you were finalizing a purchase for was in fact sold. Its hard to believe ***************** would employ such an avaricious business practice, but I guess they're happy portraying this old stigma of car sales. Either the ***************** brand promotes this lack of integrity or maybe they just have a rouge employee? Now that they/he has all my personal information, I can't trust them to properly safeguard it from unscrupulous acts. Shopper BEWARE!!!I have an exchange of text messages and emails, solidifying the transaction.

  

  Business response

  07/24/2024

  We apologize to ************. We understand how disappointing it must be to miss out on a truck you really want. We did agree on the value of his trade at 10:27 AM as **************** text message shows. However, there were many other facets of the deal that had not been agreed upon yet. As we told *********** previously in an email: "Please understand all vehicles are for sale on a first come first served basis. Having an appointment does not reserve a vehicle of interest. It will remain for sale until we have signed paperwork or if all financial details are agreed to and we have acknowledged receipt of your deposit." At the point we sold the truck, we had neither signed paperwork nor a deposit from ************. We were hoping to make the transaction as easy as possible for ************ offering to do all of the contracts and paperwork remotely, but there were some delays on both sides. We probably could have worked faster on our end and **************** wife, whom he wanted on the paperwork, was attending a boxing class at her gym until 2:40 PM. 
  
  We think it is worth mentioning that the vehicle ************ was interested in, did become available again. When we reached out to ************, thinking he would be happy at the news. He then tried to leverage the threat of social media attacks, Attorney General and BBB complaints, and litigation to better his deal by thousands of dollars. It was at this point that we decided not to do business with ************. We can, however, assure ************ that any and all information he supplied us with will be safeguarded in the appropriate manner.

  Customer response

  07/24/2024

  Again ***************** refuses to take responsibility for its shady business practices and shifts the blame to the consumer. Per the string of attached text messages:
  09:14 a deal was made between ***** (sales mgmr?) And I over the phone, TO include the price if the trade in.
  10:27 ****** confirms deal via text and promises to deliver the truck to me the following day! 
  At this point any reputable dealership should have flagged the vehicle as sold or pending sale!
  At 11:47 ****** sends link for credit information.
  At 12:13 application is done for wife and I
  At 13:09 ****** asks about loan terms 
  At 13:11 I responded zero down, shortest terms with best interest rates.
  At 13:13 ****** request further information 
  At 13:38 I sent what was requested 
  At 13:41 ****** advises he has no printers available to him and will print what I sent ASAP
  At 13:44 I advised ****** not to worry as my wife went to a boxing class.
  At 14:40 I advised ****** she was home and he responded "ok"
  Time had passed by while both the wife and I are restricted at home waiting for a response. 
  At 15:13 I sent ****** a text needing a time to wrap things up so I can can go on with what I had planned.
  At 15:14 ****** responded "working on it"
  At 16:29 ****** responded the vehicle that we had been told at 10:27 that morning would be delivered to my house the following day was sold.
  I get that things happen, but understand my frustration with this whole process. Nowhere in the string of messages were my responses delayed, I submitted everything quickly as soon as it was requested. To top it off I wasted 3 hours the night before trying to buy that particular vehicle, but because of delay after delay on the part of the ******, I became frustrated and walked out. 
  ***************** needs to do better in how they treat customers, they need to change their business practices and counsel ****** on his lack of ethics.
  

  

  Business response

  07/26/2024

  "Please understand all vehicles are for sale on a first come first served basis. Having an appointment does not reserve a vehicle of interest. It will remain for sale until we have signed paperwork or if all financial details are agreed to and we have acknowledged receipt of your deposit"
  
  We are unsure of why ************ is operating under the misguided notion that his salesperson, ******, would somehow benefit from a different salesperson selling the vehicle to another customer. We would speak with him about it, however he is no longer with the company.

• Initial Complaint

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing this message to inform you of deceptive business practices being used by a sales representative at ***************** Chrysler Jeep Dodge ********************* in *******, *******. On Friday, June 28th, 2024, I communicated with Sales Representative ********************* via phone, text message, and email. The messages were regarding a price negotiation of a used 2023 ********** Outlander PHEV, stock #CI64939. After several hours of intermittent negotiation, ************** sent me a written deal (deal #******). The deal was printed at 4:23pm, sent to me at 4:26pm, and I accepted the deal in writing at 4:27pm. The financing terms and down payment had already been worked out as ********** had pre-approved me and sent a confirmation of my approval to *****************. ************** acknowledged receipt of the pre-approval and the deal reflected those details. ************** then sent me an email with a link to pay the deposit on the vehicle, as listed on the written deal. While completing the deposit, I received a second email that appeared to be a credit application. ************** told me, via text message, that he needed to collect my hard credit app to send to chase to confirm it matches the same application you sent them. I thought this was odd, but I began filling out the form anyway. I responded to **************** message and asked him to confirm that I was not filling out a new credit application that would be sent to third party financial institutions, I was only providing information to Chase that they requested regarding my pre-approval. ************** then replied that the car had been sold to an out of state buyer. I was very surprised when he told me this because in our phone and text message conversations he did not tell me I was apparently in a competition with another buyer. Furthermore, approximately only 20 minutes had transpired between the time he had printed the deal, sent it to me, and I had accepted it.

  

  Business response

  07/08/2024

  ****************** had a long conversation with our Sales Manager,*********************, in which he explained in more detail exactly what happened and how the vehicle ended up being sold to someone else. We believe that while ***************** may be disappointed, he now understands that ************** was dealing with him in good faith and in an honest manner. We wish that we had been able to get back to ****************** sooner and apologize that it took so long.

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing a complaint against *********************. The new vehicle operations manager. I recently applied for the videographer position at ***************** auto dealership. Shortly after, I was contacted by ***** to turn in a vehicle video. I wanted to impress so I made a 4K Premium Vehicle video at sunset. I used my car for the sake of the video ************************************************ Once I submitted it, ***** wanted me to submit a second video, something just like what he asked for initially, to show I understood the project. So I did.************************************************ Afterwards, he wished to host an in-person interview. So I agreed.The day of the interview I showed up at least 30 mins earlier than my assigned time so I could get a head start on the paperwork. Once I was in the interview, I did my best to answer his questions. He really seemed like he hadnt seen any of my portfolio lol. As the one assigned to oversee the hiring of the videographer, ***** had zero interest in creativity. You dont have to be that way. You can say that the position is a great way to hone the basics. You could say the job requires technique and creativity comes from the camera you use and how you navigate its limitations to produce your desired content. In this case a phone.After the interview was over, ***** said I could message him to get updates on the position or ask questions in regards to the position. This is not true. I have tried to communicate with ***** through indeed, so not to blow up his personal phone with my questions. Zero answer. Its been two weeks. What happened here, I made his videos. I showed up early to the interview. I did everything asked. It seemed like i was just supposed to wait for someone to contact me for next steps or a declined offer.. But not even a rejection email so I can move on from this, After all that, just to receive nothing at all, just ghosted like this. I dont get it. My phone number ********** ********

  

  Business response

  07/01/2024

  We are sorry to hear that **************** felt as if we ghosted him. We had alot of candidates apply for this position and we took our time finding the best fit. We notified **************** on 6/28 at 12:02pm that we filled the position via Indeed. 

• Initial Complaint

  06/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The organization is sending me unsolicted mail due to finding my name on the list of individuals recently filing bankruptcy. I am on the DMAChoice do not contact list. I have filed a complaint on them with *** (***************************************************************************). I have called the business multiple times to try to get them to stop. The advertisement is regarding likely predatory loans for automobiles.

  

  Business response

  06/05/2024

  We have addressed and fixed this on our end so that the customer does not receive any communication going forward. 

*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. ↩