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:04/02/2025

  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.

  03/30/25 Went to Jacksonville Chrysler Jeep Ram and. Dodge. Looked at a vehicle and test drove it. Explained that I did not want too purchase the car that day. They provided me with the price and I explained I did not want to finalize anything until I go home and talk it over with my partner. They kept pressuring me for my personnel information to be able to give me a true value for a trade. With lol the information they ran my credit and stated I would have to put an additional $5000 down. I stated I do not have that on hand and that I need to g home and speak with my partner. I asked for paperwork to take home. Again they informed to me that I have to have everything processed to be giving a true number. They processed the loan with JP. ****** ***** that night stating I provided $5000 down that I did not give them. At this point its getting late and I let them know I need to get home. I asked for the paperwork again, they hand me an envelope and stated all the paperwork was inside. I got up to go home and they stated I have to drive the new car home. When I get home my partner reviewed the paperwork and stated not all the information is there. They pressured me to take the car home without the $5000 down. Stated I can come back tomorrow if Im not happy. Monday 03/31/2025 I go back to the dealership and was informed that everything was processed and I need to pay $5000 because everything is complete. Again they pressured me and forced me to take the vehicle home. My partner and I go back that same day and we demand cancellation of the deal minus any taxes or any fee that Im responsible for. They stated no its done and theres nothing they can do for me. It was literally 24 hours prior. Tuesday 04/01/2025 And they are still giving me the runaround. I know as a citizen of this country I have rights. Thank you

  Business Response

  Date: 04/02/2025

  Customer has came into the dealership after making the complaint and is now happy with their new vehicle.  

  Please contact customer to have this complaint removed if possible.

• Initial Complaint

  Date:11/25/2024

  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.

  Bought a vehicle in September 2024, since then the vehicle has been in for service 4 times. Replaced 2 alternators, 5 o2 sensors, and a generator. I have asked multiple times to file this as ***** *** and to replace vehicle. And no one will listen to me there. I keep getting the run around. I asked multiple times to speak to GM, and was told they do not have one. On another visit they told me their sales manager was the GM. And today I was told it is someone else. I have emailed the owner, who is their GM according to their website, and have heard nothing back. On one visit they agreed to trade out vehicle and then tried to down grade the exchange. When I refused they told me I could get the same replacement for an additional ten thousand dollars. This place has put time restraints on use of their loaners and haven’t worked around my schedule. I have to get up early to trade out vehicles or return in middle of work days. Leaving my job and only time at their convenience and not the customers. I think their customer service is terrible, and their business practices even worse.

  Business Response

  Date: 12/09/2024

  Hello.  Here is the process to file a ***** *** suit with the manufacturer- for the dealership.  Any customer can file for ***** *** with the state.  ***** *** is between the customer, the state of Florida and the manufacturer.  We don’t file for ***** *** for a customer, nor are we a part of the process, other than doing what the manufacturer asks us to do, for example, providing them with documentation on the customers service visits, or perhaps attempting a specific repair the manufacturer asks us to perform.  If the customer has lost their copy of their ***** *** book that they received at the time of purchase, we can supply them with another copy of a ***** *** book.  If the customer wants to call Stellantis customer care number and discuss, or a replacement vehicle, they can call ************ for help with this matter.
  

• Initial Complaint

  Date:10/17/2024

  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.

  Hello, please help with my problem: 09/24/2024 for the first time in my life i came to buy new car-dodje ram 3500 with aisin transmission to haul up to 37000 lbs. Sales person ** ********* showed me white color truck i fell in love with. He asked me what i want: i said i need truck with the high towing capacity to hawl heavy treiler up to 30000 lb. He said this truck what i needed to haul heavy treiler. I gave him my paper with specs i needed where clearly was written Aisin transmittion. I trusted his words and sighned papers. Bank financed 7.99%. The next day i ordered heavy treiler from factory and paid 5000$ deposit. As a truck driver i am out of home for several weeks. Last week decided to check specs of my truck and shocked my world! The truck has rfe 68 transmission with 21600 towing capacity. After ****** ****** i learned that this transmission not reliable at all. I feel sorrow. I had to cancel new treiler with deposit:( I made a mistake trusting the words of Dodge dealership's representative. I tryed to call many times, but in agressive manner assistant of the manager ******* blamed me for complaining. Another person **** said that ** does not work there:) Nobody wanted to tell their name:). As a result i have not been sleeping several nights, nervous, tired, depressed, ruined. Emotianally and financially damaged for trusting! I am a strugling father of big family, and my first experiance in my life with the Dodge dealership destroeyd me. I have no money for trade in. Bank financed 7.99%. Totally i will have to pay 105000$. Please do not do my mistake. Do not trust the words. They just need to sell and do not care about customer service and your feelings!!!

  Business Response

  Date: 10/17/2024

  We have been trying to get in touch with *** ***** through phone text email and even facebook to help resolve his concerns .

  Please ask *** ***** to call us at his convivence or to stop into the dealership as soon as he can 

  thanks

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

  Customer Answer

  Date: 10/25/2024

  Thank you so much for helping me with this issue. They called me to exchange my truck to the truck i need. The price and interest rate is higher but i got truck with the Aisin transmition that i need.
  Thank you for protecting our rights??
  Sincerely yours,
  ***** ********

• Initial Complaint

  Date:08/22/2024

  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.

  I had appointment at the dealership to get my recalls done. I got a ride home with the suttle they called and told me they couldn't work on my auto because they seen cockroach in my car. I owned this car for 10 years I never seen any cockroach in my car.

  Business Response

  Date: 09/09/2024

  We have checked our records and show no record of this customer in our system.  We have also checked in the manufacturer system and there is no vehicle listed under her name.

   

  It is **** standard practice that if bugs are in a vehicle we have the right to turn the vehicle away until the vehicle has been fumigated and bugs gone.  However in this case we cannot even find record that the customer was at our location.  Maybe she was at another location on Atlantic Blvd?

  We would gladly make an appointment for the customer to do the recall if she will call us and no bugs are found in the vehicle.

   

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

   

  Controller

   

• Initial Complaint

  Date:08/19/2024

  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.

  Shop apparently cant balance aftermarket tires, (yet theres vehicles sold with this size on them) and the director of the service department refuses to hold the mechanic accountable for negligence and no disciplinary action for admission of guilt for over servicing tires and not disclosing an inspection report of the vehicle. The vehicle was allegedly taken out on a test drive, yet nothing was annotated on the invoice, aside from things that were already known.

• Initial Complaint

  Date:08/07/2024

  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.

  I sold a vehicle to this dealership. The sales manager said I would receive a call when my check was ready. Never said it would be 5 or more days. Not sure how long it will be as I havent received my check. Tomorrow will be 5 days. Never had this take so long with other transactions at other dealerships. I want my truck back since they havent produced a check.

  Business Response

  Date: 08/07/2024

  We purchased this vehicle from ****************** on 07/31/24.  We issued a check on 08/01/24 to ************ and one to ******************.  The check was overnighted to ************ on 08/05/24.  They received it on 08/06/24.

  Banks usually take ***** days to process a payoff and release the lien.  Once the lien is released then we can give ****************** his check.

   

  Thank you.

   

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

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

  Customer Answer

  Date: 08/12/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 22103409

  I am rejecting this response because:

  I still havent received a check. So to say that a check was cut is irrelevant. It wasnt given to me. This is about the shady way that the deal was done. Had they said upfront that I would wait over a week for a check, I wouldnt have sold the truck. This will be the last transaction ever with any of the dealerships owned by this company. I have bought no less than 4 vehicles in the last 4 years from them but I can guarantee there will be no more. I still want met truck back and this deal to be undone but I dont see how that can be possible. I will go out of my way to spread the word about this company. 
  Regards,

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

  Business Response

  Date: 08/12/2024

  The lien was released by the bank on Friday and the check is with the manager ***************************** at the store ready to be picked up as of 9:30 am this morning.

   

  Again, we cannot control how fast banks release their liens.  This actually was a faster response then I anticipated.  We just had one that took 15 business days from the day they received our check to release so this was done in a very timely manner by the bank.

  Customer Answer

  Date: 08/15/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 22103409

  I am rejecting this response because:
  

  I am still unsatisfied with the outcome. There is no way to correct this. I will never use any dealer owned by this owner. I was led to believe that a check would be issued immediately. If that wasnt going to be the case, why not be upfront about it. We can keep going back and forth and they can keep telling me how fast it was done and how professional they are. They are lying, deceitful used car salesmen. All of them. Especially the person responding to this that continues to validate their shady way of doing business.

  Regards,

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

• Initial Complaint

  Date:07/30/2024

  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.

  Had to have def pump replaced for *******. Received recall they state since a previous recall was not done then not eligible never received notice have taken truck to another dealership that gave me corporate info have tried 3x to have a person in charge to call back. No response going on 3 months I have tried many times to resolve this. I have included documentation from dealership showing *** for my vehicle incomplete. The records did not even show that I had the pump replaced [10/23] I had to send receipt. My case # with RAM is ********

• Initial Complaint

  Date:03/21/2024

  Type:Sales and Advertising 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 12/30/2023 I went to Chrysler Jeep Dodge Arlington to purchase a vehicle. I had already picked up a check under mine and my daughters name, from Navy ******************** to purchase a vehicle, and told the Salesman German that I was using the that check to purchase a vehicle. I also adamantly told him I did not want to use their recommended creditor or finance company to purchase a vehicle. German and his sales *********************** teamed to assist me in picking out a vehicle. We agreed on a vehicle and an amount verbally. Afterwards they presented forms for me to complete the transactions. One of the forms was an application for financing. I again stated to them I had already secured financing and did not need them to pull my credit for financing. ****** and ***** insured me and my mom that we only need to fill out the form stating application for financing because they needed to pull our credit for identification purposes only! and.. they were not submitting our information to finance companies. My mom and I signed for that purpose only. Subsequently after my mom and I received notices from finance companies stating they had received a request for credit to purchase a vehicle. I called Chrysler Jeep Dodge on 02/29/2024 and spoke to ***** from finance, he stated he would have ***** call me back. No callback has been received. They have committed the below violations Deceptive advertising - ads that misrepresent the nature, characteristics, qualities or geographic origin of goods, services or commercial activities. Predatory sales practices - aggressive sales practices that involve misleading claims or prey on vulnerable populations (such as lengthy and expensive alarm service contracts that target senior citizens or short-term loans with hidden and exorbitant fees that prey on low-income individuals without access to credit). Identity theft - when someone steals your personal information and uses it without your permission. Common scams used to steal someones identity include work-at-home offers, rental schemes, phishing emails, overpayment scams, sudden riches, etc.

• Initial Complaint

  Date:01/24/2024

  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 1/22 at 6:28pm we took my 2021 Dodge Charger over and handed the keys to the people at the service lane along with a list of items that needed checked as this car should still be under warranty. At 10:00am on 1/23 they called me to say we missed the appointment. Later they sent me a text message saying we needed 1237.00 for work to be performed but will not give me any type of paperwork saying what this is for. They also did not perform oil change as they said according to law they cannot touch my car without a signed paper which the three employees last night that took my keys did not tell me and I have never experienced before. I requested a detail of the 1237.00 estimate they sent and they told me they never touched my car that was 220.00 an hr to diagnose if it was under warranty. I am 72 and they were trying to rip me off. I have been a mechanic for 50 plus years so I knew what was wrong before I took it. They didnt even do their oil change.Stated that the law says they cant touch it unti a paper is signed but cant tell me what law

  Business Response

  Date: 01/24/2024

  *** ******* came in and left vehicle with a yellow piece of paper that had his request and concerns. The service advisor followed the proper procedure by calling  him (he did not answer) and texting (no reply). We proceeded to write up a prewrite up thru WiAdvisor which requires a signature or text confirmation to proceed and verify exactly what the customer would like done. When customer did not answer we sent a preview of what he quested to authorize so we could move forward to writing repair order,

  if he did not want to do what was sent then we would after talking to him rewrite the prewrite thru wiadvisor and resend. I emailed and told them about the diagnostics that if the warranty covers the repair they would not be charged but if it was not a warrantable issue and they declined the repair then he would be responsible for the diagnostics charge. 

  We were just waiting to talk to *** ******* before proceeding since we did not have any authorization only a piece of paper that told us to do everything needed but again if it is a cost to the customer we must get authorization. 

   

  We have no written authorization to work on this vehicle and have been trying to talk with the customer to find out what he would like for us to do.

  Please have him contact ******** *********** the service manager and she will gladly talk with him.

   

  Thank you!

   

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

  Controller

  Customer Answer

  Date: 01/24/2024

  The appointment was made for an oil change and was scheduled at 7am. I was told could drop off the night before  with nothing said that they coud not do anything without a signature. They did not even perform warranty oil change and not one of the three people that took my keys said it wouldnt be worked on at all without a signature when they took my keys and read the paper. Also my air filter they are quoting me a replacement for doesnt get replaced but if they even would have looked under my hood they would have known that. They saw a 72 year old man and thought they would take advantage. Appointment was at 7 and they didnt call until 10 am to inform me I MISSED my appointment with my car in their lot.

   Complaint: ********

  I am rejecting this response because:

  Regards,

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

  Business Response

  Date: 01/25/2024

  To whom it may concern at BBB,
  
  My name is ***** ***** and I am the owner of both Jacksonville CJDR Arlington and Jacksonville CJDR Westside locations. I inadvertently met *** ******* this morning at the Westside location. *** ******* will be dropping his vehicle off for service this evening and I will see it through to completion. He has my cell phone number and will communicate with me going forward.
  
  ***** ***** **. 
  ************

  Business Response

  Date: 01/25/2024

  My name is ***** ***** and I am the owner of both Jacksonville CJDR Arlington and Jacksonville CJDR Westside locations. I inadvertently met *** ******* this morning at the Westside location. *** ******* will be dropping his vehicle off for service this evening and I will see it through to completion. He has my cell phone number and will communicate with me going forward.

• Initial Complaint

  Date:12/19/2023

  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 April of 2022 my husband and I went to Arlington Chrysler Jeep Dodge to lease a Jeep Wrangler. I currently had a Chevy Equinox that I wanted to trade in, which I had quite a bit of equity in. First I was told I had to go back to Chevy and have them purchase my vehicle once I did that I could come back and Lease the Jeep Wrangler. Before doing so I was given a monthly price for my lease when I returned after purchasing the Equinox to trade in they tacked on an extra $4,000 with the excuse of covid. That's my first complaint, my second complaint is 6 months into driving the jeep wrangler it was brought in for service regarding the suspension system shaking violently on the highway. My first service visit I was told they didn't find anything wrong with the vehicle even though I was insistent. By the 3rd and 4th time the very same thing happened on 95 at 70 miles an hour and I actually called the service department while the vehicle was violently shaking to make service appointments and make them aware. I received notification that there are three recall parts that have to do with the the suspension and clutch. After four visits I was told the vehicle was fixed but the recall parts are not available and yet my vehicle still shakes violently and is a danger to drive. I have sent two different emails to jeep.com and the response I got was generic thanking me for my email but they gave me no solution. Florida State Lemon Law states after bringing a vehicle in three times for the same thing if it's not fixed and it's a danger they must either let me return the vehicle or exchange it. Arlington Chrysler Jeep and Dodge is doing nothing, not only for me but for all of their other clients that own a Jeep Wrangler. I feel as though this company has no concern with my safety. Especially when a client calls from the highway in fear of their life because it feels like the entire clutch and suspension system is falling out while driving. I would like Jeep to honor the Lemon Law

  Business Response

  Date: 12/22/2023

  Our service department contacted the customer to ask them to arrange for them to bring the vehicle ack to the service department so a technician could look at the vehicle again.

  We tried to schedule for the 26th- the quickest date we had available and the customer told us the vehicle was in Tennessee with her husband and they could not bring in on the 26th.  She also mentioned that they were moving to Tennessee.

  She told us that she had did BBB case with Jeep manufacturer not the actual dealership.

   

  Not sure at this point how we can help the customer.  The dealership will look at the vehicle again if the customer will bring it in to us.

  Thank you!

   

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

  Controller