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:12/27/2024

  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.

  Purchased a vehicle didn't have it 24 and we thought it bought fire. My wife and I feared for our lives. After immediately stopping we pulled over. I opened the hood and it was overheating and blowing smoke I called the dealer they said they would pay for a dignosis that's all. The bill is over 1500. Plus they've had the car since 12/3. Ivv B wasn't offered an extended warranty or even given any information at all about any warranty. They wanted me to have it towed 50 miles to the dealer but I took it to the closest Sandy sandsing to me. This is absolutely ridiculous. Please help

  Business Response

  Date: 12/24/2024

  This BBB case is not applicable to Sandy Sansing CDJR in Milton.  Mr. ****** purchased a 2012 Jeep with 99,000+ miles.  Mr. ****** brought the Jeep to Sandy Sansing Chevrolet in Pensacola for an overheating concern.  We found a coolant leak where the oil filter housing cracked at the water inlet.  Mr. ****** approved the repairs and picked up his Jeep once completed. The location in which purchased the Jeep declined to cover the repair because the vehicle was purchased in AS-IS condition. 

• Initial Complaint

  Date:10/22/2024

  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.

  The dealership certified that the mileage of 5,924 miles was the actual mileage to the best of their knowledge when I purchased the vehicle in January 2024. Vehicle broke down in August 2024 and it was discovered that the actual mileage at that time was over 96,000. Got a Carfax report in August 2024 that showed Sandy Sansing Jeep had serviced this vehicle multiple times in the past, and reported over 30,000 miles at that time. Text and phone calls with previous owner and service records found in glove box confirm high mileage. Emailed and called Sandy Sansing and was told that they did nothing wrong and they would not buy the car back from me. Got a loan from Eglin Federal Credit Union, paid $3K for an extended warranty, and rolled $4K from previous car loan on trade-in into this loan. No longer have the collateral of the trade-in so need to start over and have Sandy Sansing pay me 100% of what I financed, plus some money for damages as this has been a nightmare.

  Business Response

  Date: 11/05/2024

  This is currently a criminal investigation.  The dealership will not be resolving this through the BBB. 

• Initial Complaint

  Date:05/02/2024

  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.

  We agreed on a price out the door. Then I was supposed to put $1,000 down. They added the $1,000 down on the original out the door price instead of after like we agreed on. Didn’t find out until we got a letter from the bank telling us payoff amount. Brian the sales guy continues to lie. Scott the finance manager didn’t print any of the documents off, having us sign electronically where the documents were not clear at all. Have not been contacted at all again by Scott. Tried to resolve the situation and spoke with Chris the general manager, who was giggling about the situation. This has happened to people before after reading reviews.

  Business Response

  Date: 05/20/2024

  Jessica ****** bought the 2003 Ford Ranger on 4/19/24 from Milton CDJR. The total price of the vehicle after the base price, tax, tag, and other fees was $9,642.92. After you take away the $1,000 down payment that was made, the remaining balance is $8642.92. I have attached the Buyers Order that shows this documentation. The billing paperwork is accurate, so I am not sure if this is what the customer has an issue with. Please feel free to reach out to us if you have additional questions or concerns.

• Initial Complaint

  Date:04/08/2024

  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.

  I bought a Jeep Grand Cherokee from the Milton Sandy Sansing dealer store. My temporary license plates issued by the dealership expire tomorrow and starting Monday I will not have transportation to travel to work hence l will lose $250.00 dollars a day. My name is Miguel A. ****** and the vehicle VIN I bought from the depicted car seller is *****************.

  Business Response

  Date: 04/09/2024

  Miguel ****** purchased a 2024 Jeep Grand Cherokee from our Milton CDJR dealership on 3/9/24. He was issued a temporary tag that expired on Sunday 3/7/24. His tag was available for pickup on Friday 4/5/24, but he chose not to pick it up. The dealership will not be offering any refund to the customer because he chose not to pick up his tag, knowing that it was available.

• Initial Complaint

  Date:04/05/2024

  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.

  The dealer doesn’t have trained tech required to service repairs. When they do work it takes longer than expected . Ie three months on a recall repair and still not fixed. Their only excuse is we’re trying. We are short on technicians. My truck has been at the dealership because of a known problem with a high-pressure pump. Total time in the shop has been over 10 months for various repairs.

  Business Response

  Date: 04/15/2024

  Mr. *****’s vehicle came in for a leaking valve cover gasket and a fuel pump recall.  Unfortunately, there have been some part constraints with that particular recall.  The dealership was eventually able to obtain all the parts we needed and completed the recall.  Following the recall, we found trouble codes for the boost.  Chrysler technical assistance has been asking for specific tests to be run and diagnostics, including a flight recorder while driving.  Chrysler has now advised of the repair, and we have received the necessary parts to repair Mr. *****’s vehicle.  The Service Manager spoke with Mr. ***** this morning and relayed the same information.  We hope to have the vehicle repairs completed by the end of the week.

• Initial Complaint

  Date:04/01/2024

  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.

  Howard ***** wanted to buy a Jeep. Sandy Sandsing Chev, Milton was first place. During financing Howard's bank was called and loan officer mentioned he was not capable of making finance decisions. Sale was stopped due to Dementia. 2/13/24 2nd transaction was done at Sandy Sansing Dodge, Milton. FL. Howard was sold and financed a Jeep Gladiator for $43034.00. Included was $10,000 down and $1000 trade in of Ford Ranger. On 2/21/24 Howard returned the Jeep because it was too technically difficult for him to understand. The dealership used the Jeep as a trade in for a 2018 Nissan Frontier for the amount of $34912.89, included was Ford Ranger trade in. This was paid in cash. After Howard brought home the Nissan he was at a total loss of memory as to why the truck was in his yard. He didn't remember correctly either of the transactions made. He believes the salesman led him and his wife to a desert and left them for one week so he would agree to buy truck. We attempted to talk to manager and was refused and given a upper manager in the Sansing company to speak to, Jackie ****. She didn't attempt any resolution. The nature of the dispute is they took advantage of an elderly man who is mostly deaf and unable to understand how to use the vehicles and what was happening during the 2nd second transaction. It's been over a month of confusion and problems trying to get him to understand just the basicsof the events. Just recently he understood he owns the Nissan. Trade in value for that truck in 12k to 14k and a 2024 starts at 34k.

  Business Response

  Date: 04/08/2024

  Mr. ***** agreed to the terms of each transaction that was finalized. On 1/10/24, Mr. ***** came to our Milton Chevrolet dealership to trade in a 2001 Ford Ranger for a 2019 Jeep Wrangler. However, this deal was unwound. On 2/13/24, Mr. ***** went to our Milton CDJR dealership to trade in the 2001 Ford Ranger for a 2022 Jeep Gladiator. However, Mr. ***** returned to our CDJR dealership because the Gladiator was too technologically advanced for his liking. So, on 2/21/24 he traded in the 2022 Jeep Gladiator for a 2018 Nissan Frontier. During this transaction, Mr. *****’s wife and granddaughter accompanied him and went to the bank to get a certified check to pay for it. Mr. ***** and his wife have both spoken to the general manager, Chris ******* and were satisfied with their purchase. This complaint seems to have been written by a third party, not by Mr. ***** himself. In the complaint it says, “We attempted to talk to manager and was refused and given a upper manager in the Sansing company to speak to, Jackie ****.” Mr. *****, personally, has not made a complaint about this transaction to our personnel. Mr. ***** is the only name listed on these transactions and therefore is the only one who can dispute them. Unfortunately, the dealership personnel do not have the qualifications to determine a customer's mental capacity. We are not allowed to make decisions about who we can and cannot sell a car to. If a customer qualifies and is old enough to legally sign a contract in the state, then they can purchase a vehicle. We are not allowed to discriminate against anyone. Because of this, the dealership declines the request for a refund of $44912.89.

• Initial Complaint

  Date:01/26/2024

  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.

  Sandy Sansing Chrysler, Dodge, Jeep, took a deposit in March of last year for $10,000 dollars US, to order a Dodge Demon to a certain "spec" that I had selected. The car was supposed to be in by November and wasn't. I text the sales person and said the car is taking too long and to send my deposit back. He ignored my requests and randomly wks later, he says my car is in, but not ordered to my specifications. I declined to accept delivery and asked for deposit back because the carbon fiber rims to me make or break the deal as I indicated from day one, besides the car took almost a year to be delivered. I simply want my deposit back and they can gladly sell the car to a customer who didn't build to a certain spec and waited for a year to get the wrong car. They are telling me the deposit is non refundable and won't be getting it back, which is clearly gouging and stealing of my deposit.

  Business Response

  Date: 01/29/2024

  The deposit was non-refundable.  Please see attached documentation. 

• Initial Complaint

  Date:11/02/2023

  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.

  We purchased a 2023 Dodge Ram which had to be secured from another dealer. On the day that we came to finalize the purchase it was late, and the salesperson rushed us to sign his paperwork and place us in the finance office. On our first review of the truck, we saw several errors of concern and defect. We brought such to the attention of the salesperson who then said, "it hasn't been to detail we just got it while you are in finance, we will get it all cleaned up and fix that." When we came out of finance it was dark and we trusted the dealership. After returning home and daylight we first saw the defects were still there and we didn't know how to fully operate the vehicle having not been afforded a proper delivery. The dealership now refuses to correct the defect stating no "WE OWE" was created. Yet none was created because the salesperson stated that ALL THINGS would be cleaned and fix and had us sign the paperwork prior to a final inspection. Now that we are complaining and demanding our rights the dealership has sicked their "legal dog" on us and stated that we are not allowed to return to the dealership. A way to avoid and deny their duty to provide a perfect vehicle which we paid for. It is funny how they bragged about taking care of us after the sale but as soon as we complain and merely seek what is right, they now ban us. The truth all we want is for them to fix the cut on the tailgate. They know they failed us from the start; the salesman never did his job completely and if he had we wouldn't be here now, but it is far easier for them to just block us than to honor their paid in full commitment to do right. It should be noted that their attorney even stated that a defect was evident but because we bought the vehicle used. The salesperson never delivered the vehicle; the manager and Bill another salesperson had to properly deliver it another mistake. When it was cleaned and brought to me one of two defects were still present another mistake.

  Business Response

  Date: 11/08/2023

  As Mr. ***** states in his complaint, he has received written correspondence from the dealership's legal representation.  The dealership will have no further correspondence with Mr. ***** through the BBB. 

• Initial Complaint

  Date:10/18/2023

  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 received a letter in the mail from Sandy Sansing dated (Sep 26, 2023) stating that I had applied for vehicle financing and that I was being denied and that if I had questions about the application refusal to contact the credit bureau. However, I did purchase a vehicle from Sandy Sansing but I NEVER applied for vehicle financing when I bought my most previous 2023 Jeep vehicle. I paid cash (+ sold them a vehicle) and the only thing I was told was that they needed my social to run a soft credit check because of the large sum on the check that was written. I did not authorize the dealership to apply for a vehicle loan. I believe that is shady business and in no way, the professional way of conducting fair business. Not only was it unauthorized, but it affected my credit score. Attempted to contact the dealership but no answer from finance director as of yet.

  Business Response

  Date: 10/23/2023

  The “Adverse Action Notice” that Mr. **** received was generated by our credit vendor’s processing system.  We apologize for any confusion or inconvenience this has caused and will explain what the Notice means and what the Notice does not mean.

  The federal Fair Credit Reporting Act requires that a business which does not provide credit to an applicant be provided an Adverse Action Notice within a specified number of days. For this reason, our credit vendor’s processing system will automatically issue an Adverse Action Notice if any credit check is made that results in a denial of a credit application or, such as in your case, there is no submission to a lender for a loan following the credit check. The point of this automatic generation of an Adverse Action Notice is to comply with the law and, indeed, to provide the customer with the most information available. In your case, the credit check was not made for the purpose of applying for a loan, but to obtain reasonable assurance that the funds being provided to pay for the vehicle were valid.
  Please be assured that this Notice does not mean that you were rejected on any credit application. It does not mean that your credit score will be adversely impacted. It was simply automatically generated from our credit vendor’s processing system.  Other than receiving the letter and, understandably having questions about it, the Notice should have no other impact on you.

  We do thank you for your business and hope you are enjoying your vehicle. 

  Customer Answer

  Date: 10/24/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20746749, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Antonio ****

• Initial Complaint

  Date:05/15/2023

  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.

  Bottom line, not a good experience and won’t be returning if I can ever help it. Nor will I let anyone if I can help it. My vehicle came back in a less drivable condition than what I gave it to the shop in. They may have fixed the oil filter housing leak and driver side wheel hub leak (can’t verify very well because I can’t drive it), but it came out with the front differential stuck locked. For what is about a 300 dollar part, that worked perfect when it went into their shop, they asked me to purchase an entire axle for over 5,000 dollars. The differential lock worked just fine when I drove it in, (was not stuck locked) and now I’m stuck with a vehicle less usable than before. With all due respect, these “mechanics” should not be pulling assemblies apart if they cannot return them to the same condition they were brought in as, or better. Especially if they plan on trying to charge me over 5,000 dollars for the damage. I feel as though if a shop breaks something, they should be liable to fix it. Even if that means out sourcing to a shop that is capable of fixing the mistake. Not putting the cost on the customer. It would be great if they would pay for my vehicle to be towed and repaired somewhere, or they refund me the fees they charged me for the leaks so I can use that money to pay for the new issue they caused with my vehicle. I’m not sure how possible this is, or how this works, but I sure hope. (When a front differential is stuck locked, turning is almost impossible and can cause extreme damage to the vehicle when driven on hard roads). I do have the receipt from the shop if it becomes necessary to provide.

  Business Response

  Date: 05/24/2023

  Mr. ********* brought his 2017 Jeep Wrangler to the dealership on 4/3/2023 for service.  He stated the engine was leaking oil and the front hub was leaking. 
  

  The dealership replaced the oil cooler to correct the engine oil leak. When the leaking axle seals were replaced we found the front differential magnetic field locker locking up which was the cause of the leaking seals. We advised Mr. ********* of the repair to fix the locker and he declined.
  

  The cost to replace both axle seals was $755.75.  The dealership will provide Mr. ********* with a store credit if he wishes to apply that amount towards the additional needed repairs.     

  Customer Answer

  Date: 05/26/2023

  
  Complaint: 20058196
  
  I am rejecting this response because:
  
  The magnetic locker that they are referring to was not malfunctioning  / locking up un-commanded when I brought it in.  Nor during normal off-road use prior to bringing it into the dealership. I don’t want the very fractional store credit toward what they want to charge over $5,000 to fix. If they won’t fix something that only started malfunctioning after they touched it, then I guess I’ve learned a hard lesson on their establishment, and I’ve lost money and a planned family trip either way. 
  
  Sincerely,
  
  Kane *********

  Business Response

  Date: 05/31/2023

  The dealership declines Mr. *********'s request for full refund.  The other items repaired during the service visit are unrelated.  It is our hope that Mr. ********* takes advantage of the offer for a store credit. 

  Customer Answer

  Date: 06/01/2023

  
  Complaint: 20058196
  
  I am rejecting this response because:
  
  No problem, we part ways here. Hopefully your establishment gets more proficient technicians for the future to avoid breaking vehicles further, and not putting more vehicular and monetary problems on the customer. Or at least a better leadership that will better things for your customers if it happens. I most certainly will not be using the minimal store credit offered as I currently have zero trust or confidence in that shop or the people running it, and the $5,000 dollars to replace a locker is very over the top pricing. 
  
  Sincerely,
  
  Kane *********