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:04/11/2025

  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.

  I bought a car in November that was supposed to be registered in ****. I live in **** half the year & own a house there. **** assured me they could do this. I was even in **** in December & could have gotten this done but was assured they would do it. For me to pay Florida insurance its about $150.00 more a month than ****. Without contacting me they registered the car in ******* & sent me ********************* via *****. (Received last Wednesday)I am going home in June & will handle this on my own but this is costing me a hunk of ******************** I want 2 months of insurance offset (total $300) I also want enough to get it registered in **** (they know that cost & have charged me for it). I am driving 1000 miles home to do their work so I think $1,000.00 (total payment to me)is fair. I am not sure what the problem could be, I have sent everything they asked me to send. I even got in the mail at my Florida address a notice to get new tags for the car I traded in. Please let me know how to proceed

  Business Response

  Date: 04/21/2025

  Statement Regarding Registration and Title Work for ****** ***
  CDJR Brooksville made multiple attempts to complete the vehicle registration and title process for ****** *** in the state of ****. However, the ***************************** requires that vehicle owners possess a valid Ohio driver's license in order to process title and registration documents. Since Ms. *** held a Florida driver's license at the time; we were unable to finalize the paperwork.
  Our dealership made numerous efforts to contact Ms. *** to resolve the issue, but unfortunately, we did not receive a response.

   

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23188842
  
  I am rejecting this response because:  I responded every time they I contacted me & provided all documentation they requested. I also received at my ****** address a notification to re-new my Ohio Tags from the Ohio ***.  Why would Ohio send me that if it wasnt possible to obtain Ohio tags on any car I own.  
  

  I have all communication with the sales person & the finance guy, I responded to & provided everything they asked of me.
  

  I did receive a check for $69.68 from the dealership that is noted as a tag refund & am willing to deduct that from my offer of $1,000.00.  
  

  I told them I would only buy, if I could have it titled in ****.  If I had known in December, I could have taken care of this myself when I was there but cant get back until the first week of June.  This is not illegal or in the least bit shady.  I own a house in ****, I pay taxes in ****, & live there half the year.  I am not asking them to do what they told me they could do, I want compensation for doing what they couldnt.  
  

  I can attach all communication with the dealership & the auto renewal from **** if you need it..

  thanks for your response.Mauria

  
  
  Sincerely,
  
  ****** ***

  Business Response

  Date: 04/25/2025

  Attached is the rejection from the state of **** (note the rejection and required next steps).  Getting a car titled in **** is a separate process from obtaining car registration and license plates, which are both required by the dealership.  The dealership is obligated to provide the lender/ lienholder a title in a timely manner.  At this point, there is no further action required by the dealership.  

  Please reference the website below.  

  Get A DMV Car Title In **** | *******

  Documents You Must Provide When Applying for a New Car Title in ****
  The required Ohio car title documents vary a bit based on the type of vehicle you are titling and how you purchased it. To get car title documents on a new motor vehicle, bring the following to the title office:
  Current Ohio driver license.
  Completed Form BMV 3774.
  Manufacturers Certificate of Origin (MCO).
  Sales tax on the purchase price.
  Payment for car title fees, including a lienholder notation document, if applicable.

• Initial Complaint

  Date:03/27/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 Sept 14th, 2024 I paid $3,338.58 for an extended warranty on a *** vehicle being purchased from a Chrysler dealership in Brooksville, ******* and was given 60 days to cancel that contract.On Nov 12th, 2024 I went in person to the **** dealership and cancelled the contract.Cancellation confirmation number: VSC0127744.I was told it would take up to 90 days for the money to be credited to my account at ********** where I had initially financed the *** vehicle.The dealership claims to have sent check #**** on Dec 3rd, 2024 to the Stellantis address:************************************************. ***** The finance officer at the **** dealership, Mr. ********** phone ************* acknowledged that the check had cleared their account on Dec 23rd, ******** accounting officer at Stellantis, Ms. ******* phone ************* has on four separate calls denied having ever received said check.Back at the **** dealership Mr ********* said that he was unable to provide a copy of the cashed check, but verified that the money had left their building on Dec 3rd, 2024.I have been paying 7.49% interest for the past 5 months on money that is owed to ***** account number at Stellantis ***********************.

• Initial Complaint

  Date:01/15/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 wife and I purchased a truck from CDJR of Brooksville. **** did a full check of the vehicle as part of the certified preowned inspection, and I was given a 3 month warranty with the vehicle as part of the purchase. Less than 24 hours after purchasing the vehicle, a check engine light came on. I promptly took the vehicle to an Auto Zone and had it checked, and was told the battery was bad, an emissions sensor was broken, and that the oil life wasat 49%. The dealership agreed that I could go in the day of my initial call to have the battery checked. The dealership "checked the battery", when in fact I was told by a worker that they charged it and the check engine light went off, so they presumed it was fixed. After presenting the findings from Autozone, the same worker said not to worry about it, that it was fixed, that the check engine light wouldn't come on again, and also that someone just "forgot to reset the oil monitor". Less than 24 hours after that, the check engine light returned. I called the dealership again and informed them of my dissatisfaction, and was essentially told "too bad" and that I would have to wait to get it fixed in the new year. Weeks later, I dropped the vehicle off at the dealership to get it fixed, and over the next 2 weeks, I had be the one to contact the **** dealership that had sent my truck to, to see if anything was actually happening to it. The **** dealership informed me that they had been attempting to contact **** to proceed with fixing my truck, however no one would return their calls. I was forced to go into the dealership in person in order to speak to someone to get the job done, since they also wouldn't return my calls as well. I was also given a loaner vehicle with expired tags, to which it took them 2 weeks after the expiration to call me and say they needed the vehicle back so they could put new tags on it. Putting me at risk to get a ticket from law enforcement due to their laziness and disorganization!

• Initial Complaint

  Date:10/28/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Im writing to express my extreme dissatisfaction with the 2020 Chrysler Voyager we purchased from your dealership in January 2023. My family and I traded in our previous vehicle because we were expecting a baby and already had two kids, so we needed more space. Unfortunately, since purchasing the van, we have experienced constant issues that have made this purchase one of the worst decisions weve ever made.We were told that the van had never been in an accident, only to later find out that this was not true. Since the purchase, we have had to bring the van in approximately 17 times for various problems, including frequent brake issues, fluid leaks, and severe jolting during acceleration and when changing gears.Despite bringing these issues to your service departments attention multiple times, including service manager ******, we have been told that these issues are normal. ****** even claimed that the van is supposed to do that, which is not only absurd but also dangerous. Its clear that something is seriously wrong with the vehicle, and no one is taking it seriously. Im not an expert, but I know enough to recognize when a car is unsafe.Additionally, Ive been calling since last Wednesday to follow up, and no one has returned my calls or answered. When we reached out to the sales manager, we were essentially told too bad. This response is not only unprofessional but unacceptable.I would like a resolution to this matter immediately. Its clear that this dealership misrepresented the condition of the vehicle, and the lack of care and customer service weve received since the sale is appalling.Please contact me as soon as possible to discuss how this situation can be rectified. I expect a swift response and a proper solution to the ongoing issues with our van. (And yes we are still within warranty)

• Initial Complaint

  Date:03/14/2024

  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.

  Every customer is given the opportunity to purchase these products and to not offer these products would be an injustice to every customer of CDJR **********************. Once presented to ********************* she elected like 88% of our customers do, to purchase the additional insurances.This is an excerpt from the General Manager in a BBB complaint. The opportunity they describe is nothing more than unfair pressure tactics, and empty promises which is shady and means they are ripping off at least 88% of their customers, by offering these products that dont cover anything as promised. I should have known that something was not right when the Finance Manager kept lowering the price until I agreed to it. I called Zurich Shield to make a claim when a rock chipped my paint, and this is when I found out that it does not cover chips, dings, or dents like promised. I was told that if anything happens it would be covered. The same was stated of the extra service warranty I bought. I believe it is fraudulent to mislead consumers and peddle these worthless policies.To Date CDJR Brookville has not returned my calls, I am sure they have a record of each person they s**** over that they are maintaining because I left a message with only my Email address and received a call on my cell stating that someone from the finance department will be calling me. Of course this has not happened.

  Business Response

  Date: 03/15/2024

  To Whom,

  We contacted ************ regarding his complaint.  We are sorry to hear that ************ is not happy with his ****** Warranty.  ****** happens to be one of the largest warranty companies in the world.  We have found that they provide the most comprehensive vehicle coverage available.  As one of the world's largest providers of warranty coverage, we are happy to provide their service and file claims for customers on a daily basis, saving our customers thousands of dollars in non warranty repairs.  We also understand that no warranty company that offers 100% coverage of service repairs.  Additionally, I would apologize again if there was any misunderstanding about Zurich Shield coverage.  There is not a product that we offer or any dealership that I'm aware of, that will cover rock chips.  I believe all covered services are clearly identified with the ****** Contract.

  As for the ****** Warranty, we have offered ************ a refund for the warranty he purchased.  We have sent ************ a warranty cancellation form.  Once completed, we will issue the appropriate refund.  I would highly recommend ************ conducts extensive research if he plans to replace his warranty coverage.  As stated In my experience ****** is the most comprehensive coverage available.  

  Please let us know if we can be of any other assistance at this time.

  Respectfully,

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

  Customer Answer

  Date: 03/18/2024

   
  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, but make no mistake these individuals are getting over on their customers is a big way and will only respond to BBB complaints. I left messages and was told that someone would call me and they never did until I filed the complaint. I believe the only reason they are willing to refund the money is because they made such a huge profit by ripping me off with the purchase of my new car. 
  What I am saying is that the negotiations on the price of the car was misleading and in the end I basically gave my trade-in for free. During negotiations I thought the value we arrived at was for the car and the trade-in value of the car would applied to that number. When I went to the finance manager the base price of the car was higher than what was negotiated. It was explained to me that the number we arrived at included the trade in value of the car. I smelled a rat but went ahead with the deal because I thought it was my mistake made during the negotiations and plus I shook on the deal. I have replayed the scenario again and again in my mind and since the issue arose with the Zurich shield not warranting anything as advertised and the reviews I have read, I now know that they did not operate in good faith and I was duped.

  I have no problem with a business making a healthy profit, but outright dishonesty, deceit,  and the ruthless pursuit of greed is not acceptable.

  Sincerely,
  

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

• Initial Complaint

  Date:01/19/2024

  Type:Sales and Advertising 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.

  1/11/2024, tried to sell tires to us when the car only needed a alignment.These people are dishonest. I don,t think I can deal with them any longer.

  Business Response

  Date: 01/19/2024

  I appologize for any misinformation given to *************. It certainly is not our intension to misrepresent needed repairs on a vehicle. Clearly the technician made a mistake while inspecting his vehicle and bad information was passed on to his service advisor, then relayed to *************. ************* has been a valued customer with us for many years and we would not intensionally do anything to jeopardize that relationship. With that in mind, we will be happy to refund him the amount requested as a show of goodwill, and appreciation of his patronage.

• Initial Complaint

  Date:07/05/2023

  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.

  I have had my jeep Gladiator in your shop serval times and have asked to have oil changed and rotated. ************** had told us it was done. How could it been done when the Jeep Wave health tell us 40 percent oil life left. I have called 4 times to find out if the oil had been changed. The reminder sticker has not been changed plus when I pull dip stick out oil looks old. Everytime I call I keep getting told you will check into it but never get an answer got one voice mail from some women wouldn't say anything except she was talking about someone's date. And you kept sending text messages wanting us to trade our vehicle in on another there is no way I would buy a car from this la,y dealership. It seems if it's warranty work forget about you only pay attention to the person paying for the work.

  Business Response

  Date: 07/10/2023

  We have been in contact with **************** and he was advised of his service history at CDJR Brooksville.  Oil changes on ******************** vehicle have been performed at CDJR Brooksville on 08.25.2022 Miles ******, 04.06.2023 ****** miles and 05.16.2023 ****** miles.  Our Service Director has explained to **************** that his oil change monitor shows 40% oil life because it is not due for an oil change by miles or date.  It would be un-ethical to perform services to ******************** vehicle that were not necessary at the time.  After speaking with **************** about the above issue we offered to have him come in and perform an oil change well before it's scheduled date.  At that time **************** did not commit or take us up on the offer.  We apologize for the confusion that has lead to **************** filing a BBB Complaint, the service he was requesting simply did not need to be performed.

  Respectfully,

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

  General Manager at CDJR Brooksville

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

  Customer Answer

  Date: 07/13/2023

   
  Complaint: 20269755
  
  I am rejecting this response because:
  
  Sincerely,
  
  Russell Natali

  Your response on the complaint makes no sense. First off you or no one had reached out to contact us all contact was made from us by either calling you or talking to open chat with the final comment made we will check into it and get back to you.  If you have a recorded phone call of you saying all you said pls offer them up. I have downloaded all service that has been performed by you from the Jeep Wave app plus the recorded milage on truck now. You said you did change oil on 8/25/22, 4/06/23, 5/16/23 the only oil change I see was done 8/25/22 according to what the Jeep Wave app service reports state. Since we get told you will e mail a copy of service done you do not. The only thing we have to go by is the Jeep Wave App. If I'am not wrong that is what the Jeep wave app is for. Then you say it was not time for a oil changed due to time an milage the last oil change was done Aug 25 2022 when you did change it and put a reminder of when it needed to be done again. If you like I will send you a pic of that sticker. The Gladiator had been in the shop 3 times since. Each time had schedule a oil change. Don't know where you got your information but your wrong. I expect if a customer request something be done you do it don't give an excuse. And the thing about service writer saying to us about don't need oil change is a LIE!!! That is why we do not want that service writer again.

  Business Response

  Date: 08/16/2023

  My apologizes I thought I had responded to ******************** last email.  In every complaint in life, the end goal is to resolve the issue and learn from it.  I assure you that the Service Advisor *************************** has more than learned his lesson.  The internal portion of this complaint has been addressed with the service team.  We do apologize for any inconvenience this caused *****************  Our Service Director ************************* was able to contact **************** at which time he visited our ****************** last week.  The offer for another free oil change on top of the Jeep Waive program still stands.  Our offer to pick up ***************** vehicle at his home or place of business still stands.  We would like to earn ***************** trust back and continue to assist him with any service or sales needs in the future.  I hope ***************** visit started the process of earning that trust moving forward.

   

  Respectfully,

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

  Customer Answer

  Date: 08/17/2023

   
  Better Business Bureau:
  We have been back and talked with ****** and new service writer they have acknowledged the leak we where having when it rains there will be water in the drivers and passenger floorboard they checked it out and have ordered a new rear window should be in shortly the service we got this time was way better. Thank you for listening to us.
  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:01/18/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 09/22/2022 I purchased a jeep from CDJR Brooksville. They were changing ownership, their computers were down so they were unable to print the buyers agreement. A week later, they had me come down and sign the paperwork. I did ask if anything was going to change with our previous agreement on the price they said no, but I noticed changes when I received my paperwork from the bank. They were added charges that I did not agree upon.. once noticed we went down there to the dealership to get these changes ********** of them was Zrich shield, which was $1299 and the other was in an added charge CNA for *******. The finance manager tried to tell me I signed for this I did not. I told him I wanted no extra coverage. They did send me a check for the $1299.00 and said the other charge would be mailed to the bank and it would come off my loan payment, but it would *********** to 8 weeks. When I called ****** on January 11, 2023 they said they had cut a check to the dealership for the amount of $1317 on 10/27/2022. I called the finance manager on January 11 and left him a message and asked him to please call me back which *** received. No phone call from him, I have called the dealership On January 17th, also my husband 3 times. Each time we were promised a callback and received none . We asked for a corporate phone number and pretty much get hung up on. They refused to even acknowledge us. At this point they have had my money since October 27, 2022, and have not even made it attempt to even send this to me or let me know. after researching reviews, this is a common practice for this company. we purchase a new car every two years and by far this is the worst service we have ever had. we would appreciate your help to recover the money that is owed to me. Thank you.

  Business Response

  Date: 02/01/2023

  The **** Brooksville is owned by Myers Group. It was sold 8/01/22.

  Business Response

  Date: 02/28/2023

  
  To Whom,

  My apologies for the delayed response this was just brought to my attention yesterday.  In regards to the complaint my name is *********************** and I'm the General Manager at CDJR Brooksville.  I do remember ********************* from several months ago.  Unfortunately, she did purchase a vehicle on the first day that Myers Auto Group purchased the dealership from *************.  We did encounter numerous issues on this date, but did reach an agreement with **********************  We were only able to provide a portion of her contract for the vehicle she was purchasing and yes she came back to finalize the rest of her paperwork. 

  At that time ********************* was offered additional insurance products that we were not able to offer her on September 1st.  Every customer is given the opportunity to purchase these products and to not offer these products would be an injustice to every customer of CDJR **********************.  Once presented to ********************* she elected like 88% of our customers do, to purchase the additional insurances.  Please see two legal binding documents attached where ********************* signed for and agreed to pay for these insurance products.  This is the exact reason why we have customers sign multiple documents, so that there can be no confusion about what they are purchasing.  To slander the dealership and state on any public forum that these documents were not signed is false and misleading.  Again I reiterate that these products could not have been offered to ********************* the first time she was here, however she was entitled a presentation of these products on her second visit. We also understand that ********************* may have regretted or spoken to someone who advised her that the finance products were either not necessary or did not fit in her budget.  After ********************* spoke to the Finance Manger on several occasions, I signed for a total refund of the finance products she purchased.  

  A check was issued on behalf of ********************* for the Zurich Shield.  Once again and with absolutely no excuse we failed to issue the second check for the other finance product/warranty.  During a transition of a new Comptroller and accounting staff, the request for the second check was overlooked.  Attached is a copy of the second check that is being mailed out today 02.28.23 to Suncoast.  We do apologize for the oversight on the second check, as it was just that an oversight during what has been a arduous transition from ************* to Myers Auto Group. 

  We do apologize for the inconvenience and hope that this will resolve the matter at this time.

  Respectfully,

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