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:01/23/2025

  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.

  On 01/15/25, I contacted EG Dodge/Jeep and spoke with the contract department to inquire about what particular services would be covered under the extended warranty I purchased at time of sale and was advised that a diagnosis would need to be performed first and then they could proceed with determining if needed service(s) would be covered, so I scheduled an appointment for 01/18/25 to have the my vehicle diagnosed.I dropped my vehicle off on 01/18/25 at 7:30am and fully explained the prior service history and concerns - death wobble. I explained that my vehicle was serviced for 2 recalls at ******** Dodge/Jeep in October 2024 and their complimentary checkup notated that the cv boots and u joints required replacement, which I know can be the cause of the death ********* vehicle was not looked at until 01/21/25, and the service advisor advises that the steering damper (stabilizer) that was installed at ******** Dodge/Jeep was installed incorrectly and I must take it back there to have reinstalled, but refuses to actually diagnosis my initial concerns. The steering damper being installed incorrectly does not prevent a full diagnosis on the front end suspension from being performed, which is the ONLY reason why the vehicle is there. They are completely ignoring my concerns and only focusing on the steering damper, which is not the only issue at hand. They have confirmed that my vehicle is unsafe to drive but are unwilling to help further in fixing my jeep (without clear explanation) but want me to pay a $265.00 diagnostic fee for a service that was NOT performed. I also now incur additional costs because I have to tow my jeep 40 miles from my home in ********** for a service that is covered under Mopar warranty at ANY authorized dealership. This is absolute terrible service for a returning customer that purchased their vehicle and extended warranty at EG Dodge/Jeep. I will be looking into pursuing further legal action regarding this matter because this is absurd.

  Business Response

  Date: 01/27/2025

  I have read the complaint and the repair order.  I will speak with the technician when he returns to work tomorrow.  My initial opinion is that the technician is addressing the most serious concern of the severe shake "Death wobble" .  The steering stabilizer plays a vital role in preventing that from happening.  Worn steering and suspension components can also contribute.  The u-joints and cv boots will cause other symptoms.  It would be important to correct the steering stabilizer before performing any other repairs or diagnosis.  We are not refusing warranty.  This is a poor workmanship issue by the previous shop which would not be covered by factory warranty.  It would also not be covered by an extended warranty.  Once this is corrected we can move forward with the remainder of inspection.  We are not refusing but we will need someone to agree to pay for the needed repairs that are currently not warrantable.  I will keep an open mind to any additional information provided.  I would be willing to have my shop ******* give a second opinion.   **** D

• Initial Complaint

  Date:05/09/2024

  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.

  Took my 2019 Dodge Caravan in on 4/30/24 due to a problem with the windshield coming down into the door panel. Diagnosing the issue was definitely not cheap at this service department. It cost me $225, this was at a discount because I found a coupon on their website. The issue was a faulty window regulator that needed to be replaced. I was quoted an additional $600 just to replace. Its just too much for something simple, so I opted out of the repair. I picked my van up on 5/1/24. On Fri, 5/3/24, I brought my van to my BIL who was going to replace the window regulator. Low and behold once the door panel is open, we realize that those Dodge mechanics basically just thew all the parts with no rhyme or reason, back into the panel without reassembling it and called it a day. As a paying customer, and a customer who just paid this establishment $225, the least they could have done after I opted out of repairs was to put my car back together how they found it! Not just throw it loosely all in the panel. This isnt the first time Ive had an issue with Dodge EG. I gave this business another chance. However, I feel like after my experience here again, they dont care about the customer or the vehicle, its all about money and probably commission. Its a dealership, I understand they are more expensive than other auto shops. What if I decided to do the repair myself? It would have been nice to see how things were actually set up. Thankfully my BIL does work on cars, but I felt like this was uncalled for given the amount I just spent to have it diagnosed which likely took them minutes. I let ******* know that I was upset about them not having any regard to my van and he said he would escalate it to his manager. Well, its been a week later and I have not heard a thing. I should have really trusted my instincts after the first time they messed up on my car in September 2021. I feel like I cant trust the service team at Dodge and the management doesnt seem to care either.

  Business Response

  Date: 05/10/2024

  I am sorry to hear about this poor experience.  I will refund the diagnosis fee.  I would like to look into the concern also.  Did your mechanic happen to get any pictures of the issue?  No problem if not.

  Customer Answer

  Date: 05/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:03/28/2024

  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.

  On June 2, 2023 I purchased a 2018 Dodge charger hellcat due to the vehicle being a high-performance. I also invested in a security system with a standalone ***. Unfortunately my vehicle was stolen out of my driveway February 25 of 2024 within 2 1/2 hours of it leaving the driveway I was on the phone with the security company to activate the *** tracker per police department at that time I was told by the security company that the tracking system was never installed in my car or activated Knight Elk Grove Dodge charged me for a System, but did not install it in my vehicle. I had no chance of recovering my vehicle after investing an extra protection to cover my investment.

  Business Response

  Date: 04/10/2024

  I respectfully ask for one more day - the people involved in this are in ************ at a meeting - i will promptly respond tomorrow am.

  Thank you

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

  Business Response

  Date: 04/12/2024

  To BBB & ************,

  Thank you for the opportunity to respond to ************** complaint. After reading the complaint, we would like to help in any way possible and I have attached documents that *** help in this situation. There was an oversight between the office and the service department as to when the *** system was to be installed, and a lack of communication between the service department and ************. He canceled several products on his original purchase contract after the vehicle was stolen, which we are currently working on getting him a refund. The **** Replacement states the conditions for a refund. The warranty states they will pay the difference between the value of your stolen vehicle and the cost of a replacement vehicle, with the same age and mileage as the vehicle that you he purchased on 6/2/23. When ************ spoke with the Sales Manager, *****************************, he stated he did not want to purchase a like vehicle. To get his refund of products, we are waiting for a lien satisfy from ****************** They currently are listed as the lienholder thru DMV. Please let us know if we can help in any other way.

  *************************
  Finance Administrator
  Elk Grove Dodge/ Chrysler/ Jeep/ Ram
  phone **********************
  fax      ************
  ***************************************    

  Customer Answer

  Date: 04/15/2024

  I am rejecting this response because: she gave no resolution to this complaint. All she was asking for one additional day. I have not heard anything past that.
  

  Business Response

  Date: 04/16/2024

  I have attached the response that was sent on 4/11 - because I had asked for one additional day, it would not let me respond to your email a second time so I sent to the email provided

• Initial Complaint

  Date:02/05/2024

  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.

  On January 2, ****, my 2018 ram **** gave a service transmission warning, and said if you parked the vehicle, because it will not start again once I got home and turned the vehicle off it did not start again. I had the vehicle towed to Elk Grove Dodge. They said it required the valve body of my transmission to be replaced and they said they replaced it. Invoice #******. My is VIN# ***************** once they ordered the part they said it would take another week and a half to fix it because they didnt have a heavy duty mechanic on site. However, later on that day, they called me and said the vehicle was ready which I found suspicious. on February 2, **** my vehicle gave the same warning message and once I turned it off would not start again. Also, they were supposed to fix a recall number Z46 and they did not fix that. In February we were stuck on the side of the road in the snow outside of ******* due to a fuel leak. I had to have the vehicle towed from ******* to Elk Grove dodge due to a fuel leak. I took it in around February 12, 2**2 invoice number ******. They said they fixed the fuel leak for my vehicle However, on June 24, 2**2 it leaked fuel again, and I was stuck on the side of the road again. I had to pay $300 to Uber home from ********* ********** to Elk Grove **********. And rent a car for 2 months. I was then told it was a recall issue #**A and there was no replacement part. So they never fix the problem the first time from the fuel leak. This is a safety issue. I no longer feel safe, riding with my family in this vehicle for fear it may catch fire and explode.

  Business Response

  Date: 02/07/2024

  The vehicle is currently here for repair.  It has been diagnosed.  The advisor is contacting the extended warranty to check for coverage.  Also we will be completing one of the recalls on the vehicle.  The fuel pump recall is still not available from Stellantis for this Vin number.  This is managed nation wide by corporate.  Once the recall is available to the dealership we will be able to get it done.  

• Initial Complaint

  Date:01/12/2024

  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.

  Hi ************************* went to elk Grove Dodge last June in regards to brakes and rotors. I was given new brakes and rotors under warranty. I took my vehicle to a different location to get an oil change, and I asked them to take a look at the brakes. They told me that the brakes wasnt lubricated. Thats why I was making that squeaking noise. I noticed that the squeaking noise kept getting louder and louder like its not going away today 1/12/24I took my vehicle to a location to get an oil change. I asked them to look at the brakes and they told me that the brakes wasnt never lubricated when they were installed. Thats why its making that squeaking noise. I noticed that the squeaking noise kept getting louder and louder like its not going away today I took my vehicle to a location to get an oil change. I had them look at the brakes once again and I was told my front passenger brakes is groove my front driver brakes is glaze in my rotors and they are collaborated together. I was giving a quote from the location were my vehicle was being serviced and they told me it will $2,000.00 to replace my front brakes and rotors.I reached out to Elk Grove Dodge in the service department and spoke with a lady she put me on for five minutes came back and said I was my service advisor was ******* and she was very rude and unprofessional and said I received your brakes and rotors under warranty and it wasnt no warranty on the brakes since you got them under warranty and we cannot place your brakes or rotors you have to pay out-of-pocket. I shouldnt have to pay out-of-pocket for brakes and rotors, which is not my fault is the dealership fault I have only been driving these brakes to rotors close to six months commuting only from home to school break the brakes and rotors do not go bad quick.

  Business Response

  Date: 01/15/2024

  Please bring your vehicle in so that I can have it inspected. I will have my shop ******* involved.   Ask for me. My Name is *********  I am the Service Manager.  I would like to see If I can help.  ************.  Please mention your complaint ID number ********.   

• Initial Complaint

  Date:01/07/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 bought 2020 Dodge Ram **** truck from Elk Grove Dodge. Last year I have been having lot of issues with the tires. Almost every week there was less air in the tire or there was nail. I took the truck to dealership and was told that the truck needed new tires. I only had ***** miles on the truck. Tire had a life of ***** miles. I had to buy new tires. It is false advertisement if the contract says ***** miles and my truck had half the miles on it.

  Business Response

  Date: 01/08/2024

  Could I please get the last 8 digits of the vin number?

  Customer Answer

  Date: 01/09/2024

  I am rejecting this response because: 

  
  Hello,
  
  It is LN262391
  
  Regards.
  ******************
  

  
  

  
  

  Business Response

  Date: 01/09/2024

  The tire failed as a result of a nail puncture.  The customer did not purchase tires from ** or I could have helped with pricing. I would like to offer to refund the $24.00 the customer spent here on a tire patch.  

  Customer Answer

  Date: 01/11/2024

  I am rejecting this response because: *********** that was giving us problems was the one that came with the truck. (*************)
  That's the tire that was giving us problems. I had to buy it from ********* because Dodge didn't have it in stock.
   
  Regards.
  *****************;
  

  Business Response

  Date: 01/12/2024

  I am not understanding the request.  Is it correct that the tire in question failed due to a nail in the tire? Thank you for your patience 

  Customer Answer

  Date: 01/16/2024

  I am rejecting this response because:

  my complaint is that when I bought the truck, the warranty said ****** miles.

  After only ***** miles, the tire started giving trouble. Either there wasn't enough air or there were nails on the tire.

  I took it to Dodge or ********* a few times to have it patched.

  Last month I was told by Dodge that I needed to change the tires.  

  
  

  If the warranty said ******, I shouldn't have to change it at only 34,000.

    

  Regards.

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

  
  

• Initial Complaint

  Date:12/02/2023

  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.

  I was sold a vehicle from a sales person names *************************, upon arriving to the dealership he was not there, I waited and waited for him to arrive finally he did, he pointed out about 4 different vehicles that he was able to get me approved and a loan for, and that was it. so I pick a ****** Rogue but was not very thrilled, we get inside and he was like "oh wait, we did get this Chevrolet Malibu 2017 in today to our dealership", and had the service people pull it forward. I love *****'s and took that vehicle instead. Salesperson knew I had very challenged credit, and nothing down but promised me a vehicle. So we go inside, and he starts printing papers, telling me very briefly to sign and initial because he wanted to go home, and he also knew that I really needed a vehicle and was not very experienced at the process. I he told me he was the finance, and sales manager and can make, accept, and approve all deals without it having to go back to financing department i was there for about 20 minutes and was out of there.. which i thought was weird. I dont believe this vehicle was every looked at, and should not have been sold as certified pre owned. brake went out, and tires went flat within a week, there was a small crack in windshield, and the engine light came on within a week as well. I have sent a request for the original sale addendum, as well as original service report for the vehicle twice now and called and called, submitted my ID for documents that never get sent like they are trying to cover something up.

  Business Response

  Date: 12/14/2023

  Thank you very much for the opportunity to respond to ******* complaint.  It is hard to respond to ******'s behavior - no customer should be made to feel rushed.  ***** had challenging credit, therefore the lenders very often dictate what vehicle they will finance.  Critical factors that determine this is the amount of money down and the amount financed.  The lenders would only advance a certain amount.  ***** had zero down and was 100% financing the balance.  It is obvious this could have been handled differently.  ****** has not been with the dealership for over a year. 

  We did not sell her a certified vehicle as we do not have a Chevrolet franchise- the only certified vehicles would be Dodge, Jeep, Ram, Chrysler.  Her vehicle did indeed go thru the shop.  I will attach work orders completed. This vehicle at time of sale had ****** miles on it.  ***** times when people by a vehicle, because its new to them they expect it to be like a new vehicle.  We are sorry she had a bad experience .

• Initial Complaint

  Date:05/11/2023

  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.

  Beware of "Optional" charges. I purchased a new 2022 Ram Rebel on 4/1/23. I was in a rush because I had to get back to Sonoma County for a work related issue. When I met with finance to wrap up the deal, I signed my name over 20 times and the cost for the optional charges was never brought to my attention. When I looked over the paperwork at home on 4/2/23 I noticed I had been changed for close to $3,000 in Optional charges. I was extremely frustrated because I was very sensitive to the price and payment amount during the negotiations with **** and ****** regarding the purchase price, trade in valve, interest rate and duration of the loan but neither **** nor ****** ever mentioned that several optional charges had been added without my knowledge or permission. I reached out to **** on 4/3, 4/6 & 4/8. **** called me on 4/8 to let me know that he would look into reversing the optional charges. After not hearing anything, I followed up with **** on 4/17 and 4/19. **** called me on 4/19 and let me know that he had talked with management and had not made any progress on reversing/refunding the optional charges. **** suggested that I call and talk with someone in finance. I called the general number and was transferred to Finance. I left a voicemail for *****? or *****?, I believe this was the same woman I had worked with on the paperwork originally. It's been 3 weeks and I never received a call back from Finance. On 4/24 I sent a detailed message via the Elk Grove Dodge website asking that the optional charges be reversed. It's been over 2 weeks and I have not received a response. Optional Charges: $1,095 for theft protection. I HAVE ZERO INTEREST IN THIS; $1295 for Resistal (exterior and interior protection), I HAVE ZERO INTEREST IN THIS; $390 for 1 year key replacement. I HAVE ZERO INTEREST IN THIS; $190 for 2 oil changes. I live 90 miles from Elk Grove Dodge and would never consider driving a 180 mile round trip for an oil change.

  Business Response

  Date: 05/19/2023

  To ********************** & BBB,

  First of all, I want to apologize for no return call - that is not the way we run our business.  I have attached a cancellation form.  All products are optional - With a signed cancellation form, we can get a refund.  It may take 6 weeks but we are happy to do so if the customer does not want these or has changed their mind.  I am sorry for the inconvenience that ********************** experienced.  I can only promise that going forward that his experience with Elk Grove Dodge exceeds his expectations.  Thank you both for the opportunity to respond to this complaint.

  *************************
  Finance Administrator

  Customer Answer

  Date: 05/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.  I've attached 2 docs:

  "Optional Charges" shows the charges I would like to cancel (highlighted orange).

  "Brightline Cancellation Form" that I will mail in once there is confirmation that the 4 items will be cancelled once the form is received and processed by Brightline.

  Thank you,

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

  
  

  Customer Answer

  Date: 07/06/2023

  I am rejecting this response because: 

  Hello, The BBB recently helped me with a complaint about Elk Grove Dodge (complaint #********). I thought the business response was satisfactory because they apologized and provided me with a cancellation form, however when I sent in the form form for a refund it was declined because the business (Elf Grove Dodge) did not sign the form. I've since called the business twice in 2 weeks and received no response and I've reached out to them electronically via their website, with no reply. At this point I feel stuck because I need their signature for a refund but they won't respond to me. The only response I've received is via BBB so I'm hoping you can help me once again, I'd like to see this complaint resolved. Place let me know if there's anything I can do to assist with this. Thank you, *****************************

  
  

  Business Response

  Date: 07/12/2023

  7/12/23

  **********************,

  Without names it is difficult to hold someone responsible for letting this fall thru the cracks.  The last thing we want to do is add to your frustration so I have uploaded two forms, however you can put all on one form if easier for you.  I have also included your copies of accessories and vehicle service contract.  You can specify any or all that you want to be cancelled.  Thank you for the opportunity to respond to this complaint.

   

• Initial Complaint

  Date:04/05/2023

  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.

  March 8th dropped off vehicle for repair. /Sent to Enterprise Rental for vehicle covered by Dodge for 2 days Contacted that evening that vehicle was done, and told I can pick up March 9th and to drop off Rental at Dodge Dropped off vehicle at Elk Grove Dodge on March 9th at 8:30am Picked up vehicle and left Credit card charged for $279 from Enterprise Contacted Enteprise, told to speak to Dodge Spoke with ******* at Dodge, she said she would handle it Waited for a week, no change in charge ******************** again who stated I had the vehicle for 4 days, told to speak to Dodge Dodge again said they would handle it Weeks went by, nothing. Spoke to Enterprise today 4/5 who said they would not budge, this was on Dodge Spoke with the service manager at Dodge who said they would look into it Got a call from *******, she said Enterprise would not change their minds and there was nothing that could be done...unacceptable.I was asked for a description of who took the keys for the rental, I gave the best I could, however, this is their employee. Dodge is trying to stick me with a charge of $279 they are required to cover.

  Business Response

  Date: 04/06/2023

  My service **** is working on giving the customer a refund.

  Customer Answer

  Date: 04/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:01/06/2023

  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.

  My complaint number with the Better Business Bureau is ********. I cant get a hold of you. Elk Grove Dodge is not keeping their word to what they said. In my complaint they damaged my car before I purchased it they didnt let me know about it until after I bought it I dont want this car anymore. Theyre now saying sure we can fix it closer to you to a company closer to you but you have to pay for it Im not paying for anything.When I filed the Better Business Bureau complaint, the dodge dealership said that they would do the repairs closer to my home and pay for it. I did not agree to have to pay an extra charge and have them refund me. I want to hire an attorney I do not want this vehicle anymore they lied theyre not agreeing to what I said. They were supposed to repair it and pay for it. I dont want this vehicle.

  Business Response

  Date: 01/09/2023

   

  The sales department needs to respond to this complaint but they cant open it because its in the service department email.  I will print it out for them for now.  Can you resend it to the sales email.