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:04/03/2024

  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.

  www.chryslerdodgejeepramofleesburg.com Chrysler Dodge Jeep Ram of Leesburg **************************************************************** ************** I have tried to resolve an issue that I had on 3/29 and made two phone calls one was put on hold for almost 15 minutes and the other was sent to voicemail of the service manager and I have not received any response back.Then I sent an email to the general manager and again no response. That was my 3rd try at talking with someone and to say I'm a litter upset is to say the least. My problem was that I took my car in for an oil change and had a coupon for full synthetic oil change for $59.00. after picking my car up I did not check the invoice as I was being shown other work that was being suggested by the service rep. when I got home, I noticed that I was charged $76.20 and after close examination I saw a drain plug charged in the amount of $17.81 and don't have any idea why. I also questioned it in my mind as I brought the car in with a drain plug in it and if they had stripped it, they should have replaced it on their $. As you can see from reading this, I have tried to get this resolved and have spent a lot of my time trying without any response back from them.I'm really surprised of their lack of customer response and service. My invoice number on their invoice is: CHCS33182

  Business Response

  Date: 04/03/2024

  Will contact customer tomorrow and attempt to resolve this issue 

  Customer Answer

  Date: 04/04/2024

   
  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:04/02/2024

  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.

  I bought a truck from them and it been back to them 6 times with problems and I only had the truck a month

  Business Response

  Date: 04/02/2024

  Business

  Most Recent Message

  Date Sent: 4/2/2024 3:31:14 PM
  I will get in touch with the customer and attempt to resolve this issue!

• Initial Complaint

  Date:02/04/2024

  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 Dec. 21, 2023, I purchased a new 2023 Ram truck. I bought it at Chrysler Dodge Jeep Ram of Leesburg, FL. The dealer is over an hour from my home but they have the largest inventory. I was told I had to purchase a $3000 Leesburg Advantage warranty. I did not want this warranty but was told by finance that I had to purchase it. The Ram also had a few scratches which they said I could bring it back and they would detail it. I was called 4 times before my appointment to ask me to give them all 10s on the survey. I did so against my better judgement. My appointment was Jan. 6, 2024 at 9 am. and it would take 4 hours. After 6 hours, I was told by *** that a vendor came in and took my truck and completely detailed it, but it cant be driven for 24 hours. I asked *** to call the vendor and find out if I can pick it up from him. While waiting, I went to my Ram app. And looked at GPS, only to find out that my truck was still here. We went outside and it was out back and nothing was done at all. They lied directly to my face. We spoke with General Manager and he never even apologized to us. After 15 minutes while they looked for my keys, we were told they would work it out with the ****************** Dealer (close to my home) we then left with nothing done. I have called the dealership numerous times to ask if I can take it to a dealer closer to my home because I refuse to go back to them after being lied to. After weeks of calling, I was told that only a sister branch could help and there is not one closer to my home. I have a brand new truck with scratches and a $3000 advantage warranty that I do not want and it has to be used there. The website says its a complimentary warranty. I would like my money back from the Advantage warranty and I do not want to ever go back to Leesburg Ram dealership. I also get 2 free oil changes in which I do not want to take it to them along with the scratches and paint.

  Customer Answer

  Date: 02/13/2024

  When I went to Leesburg CDJR on Jan. 6, 2024 to have scratches fixed, I was told to go out for lunch and they would reimburse me. I've called a few times and still haven't been reimbursed.  Attached is receipt.  Also, on Feb. 4 the dealer called me to say they received a complaint from BBB and the General Manager would call me on Feb. 5 to try and work things out,  I still haven't heard from them.

  Business Response

  Date: 02/27/2024

  I am personally going to call the customers tomorrow morning 2-28-24 and resolve this issue and make the customer happy.

  Customer Answer

  Date: 03/06/2024

   
  Complaint: 21244036
  
  I am rejecting this response because:  The General Manager from CDJR of Leesburg contacted me via phone on Feb. 28, 2024, that's 53 days after he witnessed what happened at the dealership.   He apologized for the salesman lying directly to our face about having my truck detailed.  He never apologized that he was there and heard everything, then just walked away.  He never even acknowledged us.    As for the Leesburg advantage warranty.  He said they gave us $3000 more for our trade in.   We only took the deal on the truck because it was good.  We found out later while doing the financing that they added in the advantage warranty.   This was very misleading.   The GM offered to send me a check for $500 to release them from any wrong doing.   They already owed us $46 for the meal they promised.   I thought I could take the truck somewhere else to have it detailed for the remaining amount of money, and just be out the 2 free oil changes.  Then the next day he said they would also have a legal document sent via email, that I would have to sign and send back before getting the check.  But as usual, we have not heard back from them in over a week.  This has been the worst car buying experience in my life.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 03/17/2024

  The GM of CDJR of Leesburg wanted me to sign a legal form basically saying,  "they are not responsible for anything that happened."  After signing it they would send me the check.   I will not sign this form for 2 reasons.

  1.  I would need an attorney to completely understand what I am signing.

  2.  They dealer is responsible for everything that happened.  I would withdraw my complaint with the BBB after receiving the check for damages, but I will not sign that form.

  Customer Answer

  Date: 03/21/2024

  The Dealership has lied to me numerous times already,   if I was to sign a form that only an attorney would understand what it says,   how do I know they would send me the check.   I already said that I would except the check to help cover scratches, I just wouldn't sign the document.   So by you closing this case,  I guess being ripped off and lied to by the dealer,  the business wins again.  

• Initial Complaint

  Date:12/15/2023

  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 contacted this business on 12/12/2023 about a used vehicle that they have for sale. The original ad that I saw was on ******** was posted by an internet salesman, ***********************. The price on the dealership website is $7578. ****** told me that the price was plus tax, tag and title. I agreed to buy the vehicle and the salesman said that he would get with his sales manager to send me a quote. The quote is almost double the price of the vehicle. I called the dealership and spoke with the internet sales manager, ***************************, and he told me that quote was for "worst case scenario". I told ***** that I didn't want anything extra, just the tax, tag and title as discussed with the salesman. ***** then told me that there was a $1500 dealer fee plus over $500 transfer fee which would bring the total to $10,500. This is almost $3000 or 39% more than the price of the vehicle!

  Customer Answer

  Date: 12/17/2023

  Now they have lowered the price even more.

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

  Customer Answer

  Date: 01/04/2024

  Someone from the dealership contacted me yesterday. They explained some of the fees to me and showed me that some of the fees from the quote were actually in the fine print on the bottom of the page on their website. I told him that I would let the BBB know that I had been contacted. He stated that all dealerships in ******* had added on fees. There was a lot of miscommunication between myself and the salesman that I was speaking with originally. The person that I spoke with did not explain what the $2988 CDJR of Leesburg Advantage fee is for. Apparently it's a huge advantage to the dealership.

  *Price is plus tax, tag, title, registration, any dealer-installed accessories and dealer-provided benefits, and a pre-delivery service fee of $1198, ****************** Fee of $189, and Electronic Registration Filing Fee of $559.55, which charges represent costs and profits to the dealer for items such as inspecting, cleaning, and adjusting vehicles and preparing documents related to the sale. New vehicle pricing excludes the $2988 CDJR of Leesburg Advantage. Pre-owned vehicle pricing excludes the $2988 CDJR of Leesburg Advantage. All prices, specifications and availability subject to change without notice. Contact dealer for most current information. All advertised pricing is on in-stock units only and includes all applicable dealer discounts, manufacturer discounts, and incentives. Certain offers and incentives presume financing through the Manufacturer Captive Lender, subject to approved credit. Should you purchase the vehicle through the use of other funds or through other lending sources, certain offers and incentives may be excluded. Due to supply chain challenges and limited inventory, vehicles may be subject to an additional market adjustment depending on inventory production, availability and market conditions. While every reasonable effort has been made to ensure the accuracy of this data, the dealership is not responsible for errors or omissions contained on these pages. Please see dealer for details.

  Business Response

  Date: 01/23/2024

  Already spoke to customer and everything has been taken care of 

  Customer Answer

  Date: 01/23/2024

   
  Complaint: 21012189
  
  I am rejecting this response because: you did not explain to me what the **** Advantage is. What value is added to the vehicle for $2988? Also, during our phone conversation, you stated that you would remove the advantage and you still quoted the same price of $10,400!
  Sincerely,
  
  *******************

• Initial Complaint

  Date:10/19/2023

  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.

  On 9/22/2023 I purchased a 2019 Jeep Wrangler Sport. I was assured the vehicle was inspected & everything was in working order. Upon delivery, I discovered the drivers side sun visor was broken. It hung down & was a distraction & driving hazard. I was assured by the salesman that the problem would be taken care of immediately. After multiple texts there has been no effort to schedule the repair. In fact, my last text was completely ignored. I was also promised a sizable paint chip would be taken care of. None of which has occurred

  Business Response

  Date: 10/19/2023

  Hi, ******* **

  We're sorry if we've caused you any frustration and also for any lack of follow up on our end. We will check in with our team regarding this issue and promise if you send us an email, we will respond as soon as possible.

   

  Sincerely, Michelle, Customer Relations Specialist, ****************************

• Initial Complaint

  Date:10/19/2023

  Type:Sales and Advertising 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 texted Jon, who works for this Dealer today, 10/04/2023 at 10:58 AM about this RAM 2500 VIN Number *****************, Stock Number *******), with a Detailed Pricing Final Price of $62,208 and asked, "Jon is this one available?" i received the reply, "Good morning *****! Yes that truck is here." I then got a reply from Cherri that said, "Good Morning *****, its Cherrie. Yes that truck is available. What time today are you coming in?" I responded, "What's wrong with it that's price so low. Other than being white i mean". Cherrie replied, "Nothing its a brand new truck. We advertise the best price online with all rebates and incentives." I said, "Cool. I think we will be in after 5." Cherrie replied, "Sounds good!. Just ask for Jon when you come by." When my wife and i got there Jon was busy so he introduced us to *****. We showed ***** the printed-out ad and said, "this is the truck we are interested in". After we spent 2 hours going thru the automobile with ***** and taking a test drive we had ***** run our trade in to see what its value would be and what the final price for us would be. He told us our trade in value was $4,000.00 so $62,208.00 - $4,000.00 = $58, 208.00. Instead of ***** coming back to us with the amount of $58,208.00 the amount ***** came back with was $89,000.00. Unless there is a new math since I was in school $62,208.00 - $4,000.00 = $58,208.00 NOT $89,000.00!

  Business Response

  Date: 10/19/2023

  Hi, ***** --

  We're sorry if we didn't meet your expectations. Please send us an email if we can go over our prices with you directly.

  Sincerely, Michelle, Customer Relations Specialist, ****************************
  
  

  Business Response

  Date: 10/25/2023

  *****, thank you for your feedback. We have received your email and forwarded it to our team. They are trying to reach you. 

  Sincerely, Michelle, Customer Relations Specialist, ****************************
  
  

  Customer Answer

  Date: 11/14/2023

  The BUSINESS called me and made me a different offer for $5,000.00 MORE than his advertised final price of $62,208. I was sent me picture of the more expensive truck but the dealer will not send me the Window sticker so i can see the details on what the truck has as far as options. What do i do now?