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:03/04/2025

  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.

  Took my vehicle to Step One Chrysler Jeep Dodge Ram in Fort Walton Beach, FL on February 12, 2025. The original issue being a fault with the Turbocharger Actuator underboosting. Told my service advisor “DP Mitchell” what the issue was on why I brought it to them. The next day I received an invoice for what they found to be the issue amongst other things trying to be upsold to myself. Once I gave the OK on what to be done to my vehicle I was told it would be done by Friday 2/21/2025. Called the Dealer on 2/24/2025 @ 1:17pm for an update on my vehicle as I hadn’t heard anything in over a week. They informed me the original issue was fixed but after taking it on a “test drive” that the turbocharger was bad. They said over the phone it would be $6,600.00 with labor included to replace the turbocharger. I gave the okay even though in my gut this didn’t seem right. I have received NO invoice for the turbocharger replacement even to this day 3/4/2025. Have called several more times requesting an update only to be told that today 3/4/2025 @ 1:00pm by “Brooke” that after she spoke with the Technician, my vehicle has not be pulled in yet to be worked on and they expect it to be pulled in tomorrow on 3/5/2025. After hearing this, I told Brooke that DP Mitchell had told me the vehicle had already had this all this stuff done to it supposedly and it’s been with them for going on 3 weeks. When I asked Brooke if I could speak with DP, she said he was out on lunch, I asked for the manager next and said they were not there at the current time. I have been told over the phone the current bill is over $10,000.00 yet I have only received invoice for below of $3705.61. The only “compensation” I’ve received so far is a loaner vehicle at no cost.

  Business Response

  Date: 03/04/2025

  Customer came in today 3/4/2025 and sat with our Service Manager Mike ****** to go over the repair order and pricing.  Customer has authorized further diagnostic which includes removing the cylinder head and inspecting valves.  Customer also made Service Manager aware that the vehicle had a misfire and had codes cleared prior to bringing to our shop.  We are in communication with customer and will continue to get this vehicle diagnosed so customer can make a good decision whether or not to fix.

  Thank you,

  Steve *****

  Customer Answer

  Date: 03/07/2025

  
  Complaint: 23019750
  
  I am rejecting this response because: Since rhe meeting with Mike ******, he assured her would be prioritizing my vehicle. Since 3/4/2025 I have still not received any response to what is the status of my vehicle. He assured during our meeting that I would receive copious amounts of pictures and information regarding what was going on. That has not happened yet. I did not give the OK to do removal of the cylinder head as stated by Steve *****. Mike said they were trying to keep the cost as low as possible and his tech was currently using a borescope to see if they were able to see the damage before just throwing parts at and see if that fixes the problem. As a paying costumer I believe I should be taken priority over stuff like warranty work. 
  
  Sincerely,
  
  Ryan ****

  Business Response

  Date: 03/26/2025

  The Service Director-Mike ******- has been in contact with the customer pertaining to the repair of the vehicle. We have been working with Chrysler Technical assistance to make sure we are taking the proper steps to repair this vehicle. It was currently waiting for an EGR valve to come in and it is expected today. The Service Director will contact the customer once the part is installed to discuss further findings. If there is a question regarding the bill, the service director should be able to clear up any questions. 

• Initial Complaint

  Date:01/31/2025

  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 am a Florida resident and I’m active military out of state. The DMV and my vehicle insurance company have confirmed I may insure my vehicles outside Florida. Step one Chrysler jeep dodge ram in Fort Walton FL refuses to sell me a vehicle without a Florida insurance policy. Additionally they are refusing to allow me to finance with my own bank (USAA) claiming I must finance with their dealership or pay $2,000 more for the vehicle.

  Business Response

  Date: 01/31/2025

  The guest has spoken to the GM. Per the GM - This customer is now acquiring Florida insurance and coming to purchase the vehicle. 

  Customer Answer

  Date: 02/04/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22881185, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Bradford ****

• Initial Complaint

  Date:12/24/2024

  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.

  Ram offered a $50 Amazon card in return for test deriving a vehicle at the dealership. After completing the test drive I requested the Amazon gift card. They gave me a QR code to scan, which did not work. We tried several times and the GM came over and asked me to try again. I showed him the error message. He said he would look into it and get back to me the next day. It’s been 2 weeks and he has not reached out. I’ve called the dealership multiple times and left messages. I called again today, 23 December and talked to Collins (sales employee). He said he would leave a message and call me back by noon. He did not. I called again late afternoon and he said he didn’t owe me anything. I still haven’t heard back from Michael. I would like BBB help in receiving the $50 gift card that is owed to me

  Business Response

  Date: 12/31/2024

  The General Manager, Steven Pogue communicated with the customer and was able to email a QR code to scan. The customer confirmed the issue has been satisfactorily resolved. 

• Initial Complaint

  Date:12/12/2024

  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.

  In the five months I’ve had my Jeep I’ve had to take it to the dealership three times. I scheduled the appointment in advance only to get there and find out that it’s just a drop off time and not an actual appointment. My car didn’t get touched until 230 in the afternoon and then I had to take it back to get the actual repair. When I made the appointment for the repair I was told the appointment time I chose was for the actual repair. That was a lie. After sitting there three hours and it not being touched they told me it wouldn’t be until the afternoon that they’d get to it. So I threw a fit and the new manager got me a rental car. I scheduled todays appointment for 745 for the same issue as the first two times and they informed me it would be 3-5 days before they could look at it and no loaner or rental was offered even after I asked. I refused to let them keep my Jeep hostage for a week because of their inefficiencies. When I complained I was told I could make an appointment for a month from now to bring it back in, but it might still be a 3-5 day wait then as well. This is unacceptable customer care! I complained on FB and my “advisor” actually put a laughing emoji on my post. Then his wife piped up and tried to put me on blast. How professional is that? I called the Jeep complaint line and was told the dealerships are individually owned so I would have to complain to them.

  Business Response

  Date: 12/27/2024

  The service manager Michael ****** has made contact with ****** ******* and offered an apology and to schedule a service appointment to address her outstanding concerns. The service manager reports she declined to return for service. 

• Initial Complaint

  Date:11/18/2024

  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.

  Timeframe: April - ongoing Amount paid: $2100 Service commitment: Fix the issue with my Jeep. They diagnosed it to be the Cluster. It is now November and it is still not fixed. They won’t return my calls or text. I took my Jeep in and told them the TIPM needed replaced. They diagnosed it to be a bad cluster. I paid for a replacement cluster. I pick the Jeep up and it has a mileage discrepancy of 28,000 miles. When I contacted them with the issue, they said “I dont foresee any issues as our records show the current mileage at 101,646”. A mileage discrepancy is clearly illegal but they were fine with it. I pushed for another replacement cluster so I didn’t have a red flag on my VIN#. They then said it was the TIPM, not the cluster and asked for another $2700. I should not have to pay for their misdiagnosis. The TIPM was installed and then they called and said it was my after market stereo causing the issue and wanted to sell me a $400 refurbished Jeep factory stereo. The stereo was extremely used and again was not the issue. Yet they expected me to pay for it. Four clusters, a TIPM and a stereo, still haven’t fixed the issue. They ordered another cluster to replace the malfunctioning one they installed, now they won’t return my messages because I said I would drop it off when they had a loaner car for me. They said the manager would call me back on 11/13, nothing. 11/14, nothing. 11/15, I reached out to the Service tech, nothing. I’m out $2100 and 7 months without my Jeep, only to have the same issue I took it in for, in April. The feedback representative assured me she would call me back on 10/31, as she stated “she has heard some horrifying service stories, but this was by far the worst”. The service manager assured me he would call me on October 24th about all of the issues explained above, he never called me back. This has been ongoing for too long. I have researched their reviews, I’m not the only one they are doing this to! I am ready to go to the media.

  Business Response

  Date: 11/22/2024

  Ms. Belinda ***** had her 2010 Jeep Wrangler worked on in our shop on 04/27/24.  The total repairs were completed and Ms. ***** paid the bill of $2,199.60.  The vehicle continued to have electrical issues and the cluster that was replaced was not working properly and had to be replaced multiple times.  Ms. ***** was provided a loaner vehicle for every day her vehicle was in our shop at no additional charge.  The vehicle is currently functioning as it should and is being delivered to Ms. Allen's house today.  This vehicle has been repaired as it should.  The part that was replaced repeatedly is due to a bad part.  We apologize for the inconvenience of this repair. 

• Initial Complaint

  Date:10/11/2024

  Type:Product 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 recently purchased a 2017 Kia forte from step One automotive Chrysler Jeep Dodge ram didn't even have the car 3 months and it broke down I called Chrysler spoke to the manager and he basically told me the car was running fine when they sold it to me to contact Kia then call him back to inform him what they said well I tried to call him back and let him know what they said and he will not take my phone calls I leave voicemails he will not return my calls I had my attorney call him he still will not return calls I traded in my 2002 Monte Carlo SS and put $1,000 down I ended up having to take it to Kia they charged me $717 to supposedly fix it and here it is not a month later and it's doing the same thing come to find out there is recalls on this vehicle that I was not made aware of and I don't think I should be having to pay car payments on a vehicle that I have not even had for 5 months Chrysler will not help me and now I have to take it back to Kia again on Monday and drop it off and see what they're going to charge me this time they need to be held responsible for what they've done

  Business Response

  Date: 10/25/2024

  The General Manager met with the customer to discuss her concern. Given that the repair occurred soon after the vehicle purchase, we reimbursed her for the expense. The customer is happy with the resolution, and the issue is now resolved. 
  

• 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.

  On 12 October 2023, I went to the service department to have them check my third row seat that was stuck in a downward position. I was told to leave my car overnight by Johnathan because they “were backed up” I hesitated since I have kids and needed the car but didn’t want to lose my turn or anything so I left my vehicle with the service department on 15 October 2023, there was still no update except that my vehicle was moved to be next in service. Upon receiving information that my vehicle was not going to be fixed by end of day, I decided to pick it up. Upon receipt of my vehicle when I tried opening my center console cover slide the part broke apart. One half maintained and the other half went deep inside into my center console (unrecoverable unless you take the center console apart) I informed Jonathan about it in which he smirked and said they would not pay for it and that they would need to replace the whole center console for $700. I requested to speak to a manager and was told the manager was on a phone call and I would need to wait. I had to leave to pick up my children from their games and could not stay behind. I asked Jonathan for a number and also asked if the manager can contact me, in which I was never contacted. I went back again on 27 October 2023, asking Jonathan for the manager, in which the manager came out and I proceeded to explain the circumstances of what occurred. The manager dismissed everything I said and exclaimed his men are “honest men” I never said anything in regards to anyone lying. The whole time he tried to get me away by telling me to contact Dodge corporation, he didn’t look at me when I was trying to explain that the part broke while in their possession. I was upset because I was basically being called a liar, and they kept trying to twist my words. I was told I would get a call back because he said he will talk to his boss about trying to repair my broken part but I have still not received any word. I want what they broke fixed

  Business Response

  Date: 11/09/2023

  Hello, I am looking into this now. Please allow 24 hours for a response. In the mean time if you need anuthing please call ************

• Initial Complaint

  Date:08/25/2023

  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.

  Absolute SCAM in the service department. After being told it would be $3088.52 to UPDATE various electronics associated with a low voltage issue - I declined to have the work done. Obviously to anyone that seems excessively expensive. I arrive to pickup my car and was I shocked. I was charged $179.99 to be told the hood switch is bad (6k past warranty) steep but I understand they’ll charge me for diagnosing it. But next I get a $68.08 charge for changing preferences on my radio - paperwork states I mentioned an issue, I did not. The biggest issue I had coming in was the transmission shuttering going into 2nd gear. I get charged $86.36 to get told they don’t see an issue with the transmission. Along with a $50 “shop supplies fee” I have a grand total of $412.40 for the service dept to have done nothing but tell me the hood switch is bad, change a radio setting (didn’t ask for) and tell me nothing is wrong with my transmission. I pull of the dealership and to no surprise, the transmission slips in 2nd. All this after it took them 6 days of having my car to do the above. Absolute nonsense - beware all. This is why people do not trust dealerships.

  Business Response

  Date: 08/25/2023

  We did a diagnosis on this customer's vehicle and let him know that each concern he had there would be a charge. We only charged a full hour on the line 8 due to having to diagnosis the codes and check wiring and pin fit on the connectors. We charged .4 on line 9 and .5 on line 11. It took less time to diagnosis these lines, so we did not charge a full hour. Attached is the text explaining the charge and the signed Repair order. 

• Initial Complaint

  Date:08/09/2023

  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.

  Dropped of my company van for an oil change back in January. Got it back and within 3 days it was back there. They said I needed a new motor. Even though I thought it was fishy, I let them replace the motor. They also sold me over 1600.00 in tires which they attempted to give me that were defected. I resolved the tire complaint but when I got the van back after the new motor was put in, there was a terrible squealing and the check engine light was on. They never took any responsibility for this. Fast forward to June 2023 when I dropped my van again off for a service ONLY. Got it back a few days later and as I am driving transmission fluid is bursting out of it. Got it to step one where (at the time service advisor, who no longer works there now) Jeremy and the mechanic (who also does not work there now) admitted they mishandled the van and assured me they would make it right. New advisor was assigned to my file who was oblivious to the issue. You can barely get a call in to anyone and no one ever calls you back. At this point they had the van almost 2 months with NO RESOLUTION. The service director spoke to my girlfriend and assured her that I would be "buttoned up" by Wednesday 7/26/23. That NEVER happened. They called me that Wednesday telling me that I had to pay thousands for repair and decided they were no longer responsible for the damages they caused. After becoming hostile, I was offered the employee discount for labor but NO WARRANTY on the work performed. The service director (Dan, Ken, whatever name he is going by) assured my girlfriend it would be handled and out right lied to both of us. This place has managed to cause thousands upon thousands of repairs for me after dropping my van off for a simple oil change. I had ZERO issues with this vehicle before they put their hands on it. There is so much more and I have messages proving they accepted responsibility. This place is ridiculous.

  Business Response

  Date: 08/09/2023

  The parts that were needed to fix Mr. ******'s engine were on back order and out of our control. We were able to find a distributor who was willing to let the part go on 7/20/23. When we let Mr. ****** know this and the cost, he was refusing to pay anything. The vehicle has 346,970 miles on it. At that point there was no more that we could do for him since he did not want to pay for the repairs. We had even offered him the employee rate. He refused. We had offered to have the vehicle towed within a 10-mile radius to someplace else if he wanted. He ended up picking up the vehicle himself. 

• Initial Complaint

  Date:06/21/2023

  Type:Product 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 October of 2022 I purchased a vehicle from Chrysler Dodge Jeep fiat of Fort Walton Beach, at the time the headrest in the back seat were missing . I was promptly issued a WE OWE from the dealership, stating they would purchase a new set for my car. It’s has been 9 months and I still have not received them. And not the sales manager (Roy) will not return my phone calls. Since this I a safety issue I would have expected better service

  Business Response

  Date: 07/05/2023

  The GM of the dealership spoke to the customer on 6/21 and the head rest was ordered.