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:03/03/2025

  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.

  I placed an order for a new vehicle in October 2024. I made a deposit for the vehicle in the amount of $1,000 on 10/28/24 and the dealership cashed it on 10/29/24. Due to miscommunication and the customer experience gone sour, I cancelled the purchase and asked for my money back on 1/11/25, the check was to be mailed to me the following week and to date I have yet to receive it. I have called the dealership's business office, finance office, and the fleet manager and I have not received an answer or a call back. The one time I did speak with the fleet manager after cancelling the purchase 2/6/24; he told me that the check had been cut but that they couldn't mail it to me yet because they didnt have enough funds to cover it. I needed to wait for my turn to get paid came up. He said he would call me back to tell me when to expect the check by mail and he has not called since. He doesn't answer his phone or the text messages I have sent him. The fleet manager's name is *******- unprofessional sales guy who lied initially about the truck being ready and even offered to deliver the paperwork and the truck to me so that I could sign before the end of the year. He was also pushy about me signing for the vehicle even though it arrived with a malfunctioning sensor that they were not able to fix in a timely manner.

  Business Response

  Date: 03/04/2025

  Thank you for reaching out to us. We would like to inform you that your deposit check has been successfully refunded, and the check is currently in the mail. You should receive it shortly.
  If you have any further questions or need assistance, please don't hesitate to contact us. We appreciate your understanding and patience.
  Best regards,

  Gilroy CDJR 

  Customer Answer

  Date: 03/04/2025

   
  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,
  
  ***** Alejandra ******

• Initial Complaint

  Date:12/09/2024

  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.

  11/30/2024 *********** date $46,700 spent The business sold me a vehicle with damages that weren't disclosed and are now refusing to resolve the issue. They have referred me to Carfax instead even though the vehicle was purchased through the dealership. I have sent multiple emails that have received no response.

  Business Response

  Date: 12/13/2024

  Good afternoon Nat, 

  We always take high pride with our clients concerns. Both parties have came to an agreement as of 12/13/24. We are please to say that our client is well with the outcome. You may confirm with Mr. ****** You may reach out to me for any further questions or concerns. 

  Happy Holiday's 

  Respectfully Yours, 

  *** ****
  General Sales Manager|*************************|Gilroy CDJR
  Direct:************ | Cell: ************
  Email *********************** | ******************************

  Customer Answer

  Date: 12/13/2024

   
  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,
  
  ****** *****

• Initial Complaint

  Date:08/19/2024

  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.

  Took my car there for 90k maintenance and to have ignition changed requesting OEM parts. Upon return of the vehicle one month later the ignition starts smoking; the car goes back to the shop. A week later its ready and brought home. I go to start it back up; it doesnt start. It goes back to the shop. They didnt put an OEM starter. Almost two weeks later thats complete but now I find out the transmission fluid and filter change was never done. I tell them to do it. I call back two days later to get an update: they released the car to my cousin the day before without doing the transmission work. The ************ fails to communicate amongst themselves but also with their customers. Only TWICE was I called to be updated; otherwise, no word they just sat there with my car.

  Business Response

  Date: 08/19/2024

  hi good morning. yes she came in for service on may 25th 2024. requested a 90k service . she does have a service contract through a 3rd party warranty that are prepaid. her contract did not include transmission services . so only an oil change and oil filter were done. we did recommend a starter and spark plugs. only the starter was replaced. vehicle was then brought back for starting issues.  yes, the starter was defected and the vehicle sat here waiting original equipment part to arrive.  the day the vehicle was completed 8/9/24 we reach out to her for recommendations of the transmission service and the park plugs. when I called her, she was incoherent, rude and was screaming at us/me. hour later a gentleman came and pick her car up.  she then called back the next day demanding to know why we did not service transmission.   i explained to her we had called to recommend said services and advised her she hung up on us.  

  *************************;

  service manager cdjr

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 22150272
  
  I am rejecting this response because: this ******* who has responded has recently started working at CDJR and has no idea the history of the vehicle. When brought it in I specifically asked for the transmission work to be done during the 90K service. When I authorized the ignition replacement I requested OEM parts; they did not use OEM until the 3rd attempt fixing the car. The entire time the service department failed to communicate with me - the service advisor went out on paternity leave and didnt even hand the car off to anyone for follow up. You do not keep someones car for 3 months. Also, another staff member **** refused to give me corporates number to file a complaint. 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:05/08/2024

  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.

  On 4-11-2024 I purchased a 2017 ****** Titan XD from this dealership. I purchased the vehicle site unseen and was told that there was nothing wrong with it. I also purchased a warranty with this vehicle. It was delivered to my house and the paperwork was done in my home. Within the first few days, I began to hear a strange noise from the engine. I opened the hood and saw that there was extensive rust on the battery terminals. I decided to pay for a vehicle inspection at this point at a local shop. The shop conducted an inspection and located several items that would need attention. Within the list of items needing attention was a a leaking fuel filter, rusted out brake rotors, and brake pads at 3-4mm. These are safety issues that should have been discovered during the required safety inspection. They should have either fixed these issues, or disclosed them to me. I'm seeking reimbursement for the repair of these safety issues totalling $737.00.

  Business Response

  Date: 05/10/2024

  Hello,

  The store is reviewing the invoices and documents and we should have a reimbursement resolution completed by next week for his repairs. But we will ensure this matter is taken care of ASAP.

  Thank you,

  Gilroy CDJR

  Customer Answer

  Date: 05/13/2024

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

• Initial Complaint

  Date:12/20/2023

  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.

  In August of 2023 my vehicle was reported to be fixed due to a major manufacturer recall on dodge Durango 2012, a few days later I was notified it was not a manufacturer recall that cause a problem and that I was going to be charged for the assessment of the actual problem and the price to fix it. The service coordinator ******************* has not responded to my texts and the actually plant has denied my claims due to my vehicle being Old, but not taking action on the fact the part that went out affected the near by part which I was bring charge **** for. I have not seen or gotten word on where my vehicle is and what has been done to it.

  Business Response

  Date: 12/21/2023

  Hi I have spoken with ********************************* and let her know I am working on getting her vehicle back to her as soon as I take care of some recalls and make sure all work has been done as notes from a technician who no longer works here are missing and currently have a tech making sure vehicle will be ok to release.

• Initial Complaint

  Date:12/13/2023

  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 have a vehicle that has been deemed a lemon under ********** lemon law. FCA has agreed to repurchase the vehicle, the check has been cut and they are waiting for the dealership to set a date for surrender. They have called and emailed for the past 7 days with no response. I continue to call and get sent to voicemail and there has been no response. This has been my experience ever since owning the vehicle. They do not respond.

  Business Response

  Date: 12/20/2023

  Hello,  We are looking into this matter and contacting Stellantis to find out more information.

   

  Thank you,

  Gilroy CDJR

• Initial Complaint

  Date:11/09/2023

  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.

  This dealership is intentionally advertising prices that are not correct and knowingly not correcting the website and social media advertisements to get customers to shop at their dealership. I have texts from a salesperson that state they know the website is wrong and they do not care. It is not just one vehicle it is multiple. This is a Bait and Switch tactic and should not be allowed.

  Business Response

  Date: 11/15/2023

  Hello,

  We have looked into this matter.  Unfortunately our website did not read the incentives correctly and had the wrong pricing and we had to get our 3rd part vendors involved to correct this matter.  We are more than happy to find your another vehicle that we can look into and find a price that works for you.

  Thank you

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

• Initial Complaint

  Date:09/11/2023

  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.

  I purchased a car for my younger sister, who started college recently, dealer did not provide a second key and informed us that once they key was found, it will be shipped to my sister. It has been 7 months since the purchase and the dealership has failed to provide the second key to the car, after informing us that the key was found and will be shipped to us. Total disregard towards young women, I would not do business with this company again.

  Business Response

  Date: 09/18/2023

  Hello, 

  We are reviewing this with our management team and will respond asap.

  Thank you,

  Gilroy CDJR

• Initial Complaint

  Date:01/17/2023

  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.

  October 4, 2022 I dropped my 2014 dodge charger off at this dealership because of knocking noises in my engine. I have an extended warranty through a third party. The solution got resolved and my car needed a new engine. Everything got approved for payment to buy engine and service time paid. It's been about a month that everything was approved and I am still waiting on an estimated pick up date. I just feel like I've been getting the run around, one estimated date was the week before Christmas. Then it turned into waiting for a water pump and oil panel. I just went to the dealership 1/16/2023 and the service manager said he has no information as of when it will be ready yet. I've went almost 3 months with no car. The warranty company was able to get me a rental for 1 week but dealership had told me few times they can't help with getting me help with a rental or loaner. I have 2 children who I've had to find and ask for rides to get them to and from school. On top of all this having to find ways to work.

  Business Response

  Date: 01/24/2023

  Hello,
  
  Thank you for contacting us. We have reviewed the compliant and looked up the customer information. Unfortunately the parts were on back order and just arrived at our Dealership so we can continue working on your vehicle. We believe the work should be completed by next week, if not sooner, now that the last remiaing parts are in.
  
  Thank you,
  Gilroy CDJR

• Initial Complaint

  Date:09/09/2022

  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 5/26/2019, I purchased a brand new 2019**************** with a 84,000 mile service warranty. Since then I have had a number of issues with my vehicle that all have been communicated with the Jeep dealer that I purchased my vehicle. The recent issue has brought me to beyond frustrating, My car broke down again in an unsafe area the car stopped working and the problem is intermittent for no known reason. I am on my third time taking the car to the dealer for diagnostics with a resolution for the same issues. I am treated rudely and un-professionally. I am currently told that I have to take my defective vehicle, not knowing what is working or wrong with the car, and accept it as is, with no repair or resolution. This is a multi-profit business and should not be treating customers in such a manner. In the least, if they do not have the capacity or technical expertise to repair the car then they should buy back the contract and let me be in a car that is reliable and does not put me ************************** in jeopardy. I need help, please, there are only 43 k miles on the car, and has a warranty that I paid a lot of money to give me reliability and peace of mind. I continue to pay the payment for my car which is not very aged. The business is supposed to honor its agreement, especially since it is under warranty. please help.

  Business Response

  Date: 10/19/2022

  Business Response /* (1000, 8, 2022/09/29) */ Hello, We would like to give you our General managers contact information to ensure this is taken care of. Please contact ********************************************************************* Thank you, Gilroy CDJR