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:04/16/2025

  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.

  OUR CUSTOMER WENT TO THIS DEALER AND WAS TOLD THE *** UNIT NEEDED TO BE REPLACED, WE ORDERED THE PART FROM THIS DEALER AND THE VEHICLE WOULD NOT MOVE. WE ***ED THE VEHICLE TO THE DEALER AND WAS TOLD THE TRANSMISSION WAS BAD, EVEN THOUGH THE VEHICLE DROVE IN TO OUR SHOP. WE BROUGHT THE VEHICLE BACK AND SENT THE TRANSMISSION TO THE TRANSMISSION SHOP AND WAS TOLD NOTHING WAS WRONG WITH IT, THE DEALER SERVICE MANAGER WENT TO THE SHOP AND FOUND A PIECED WAS MISSING FROM THE ***. WE BROUGHT THE TRANSMISSION BACK AND REINSTALLED THEN TOOK BACK TO THE DEALER WHERE THEY REPLACED THE *** AGAIN AND THEN SAID THE CONNECTOR WAS DAMAGED. WE ARE LOOKING FOR 1/2 OF THE TRANSMIISON SHOP COST AND 1/2 THEIR FINAL BILL BECAUSE THE CONNECTOR COULD HAVE BEEN DAMAGED BY THEM.THEY ONLY WANT TO PAY FOR THE *** BILLS BUT WE OWN THE *** COMPANY AS WELL, SO THERE ARE NO *** BILLS. MULTIPLE CALLS AND MESSAGES WERE LEFT FOR THE SERVICE MANAGER AND *** ******* HIMSELF AND THEY WILL NOT RESPOND.

  Business Response

  Date: 04/16/2025

  This correspondence is provided in response to the recent complaint regarding the alleged failure of the Power Transfer Unit (***) on the subject vehicle. The purpose of this letter is to formally clarify the events surrounding this matter and to provide a documented overview of the vehicles service history at New Smyrna Chrysler Dodge Jeep Ram.
  At no time did New Smyrna Chrysler perform a formal diagnostic procedure concluding that the *** had failed. Based on information relayed by *** *******, it appears that the mutual customer may have had a conversation with an employee at our dealership who speculated that the *** could be the issue. However, this statement did not originate from a certified technician, nor was it the result of a documented diagnosis. The customer,based on this informal communication, assumed the *** had failed and subsequently procured a replacement part through our dealership.
  *** ******* installed the *** at his independent repair facility. Following the installation, the vehicle continued to exhibit drivability issues, specifically the *** remaining stuck in neutral. The vehicle was then towed to our dealership for further evaluation.
  During our inspection, we confirmed proper power and ground supply to the Drive Train Control Module and found no abnormalities in that regard. We did, however, identify multiple Diagnostic Trouble Codes (DTCs)related to a loss of communication with the Power Steering Control Module, Body Control Module, Occupant Restraint Control Module, and ABS Control Module. With *** ******** authorization, we removed the *** to conduct a visual and physical inspection, which revealed no faults with the unit. Based on our findings, we advised *** ******* that the concern appeared to be transmission-related. He declined this recommendation and requested installation of a second ***, which we completed at his request. The vehicle continued to exhibit the same condition post-installation.
  The vehicle was subsequently towed back to *** ******** repair facility, where both the *** and the transmission were removed. ********** had the transmission evaluated by a local transmission shop, which reported no faults. The transmission and *** were reinstalled at his facility.Following this, a Service 4WD message appeared on the dashboard, and the vehicle was once again returned to our dealership.
  At that time, our technician determined that there was no communication from the ***. Further investigation revealed that pin 3 (Ground Circuit ***** was pushed out of the connector. This issue was not present during prior service visits and appears to have occurred during reinstallation at the independent facility. Our technician repaired the wiring harness and cleared all associated codes. After completion of the repair, full functionality was restored and communication with the *** was verified.
  The vehicle was then released back to *** *************** reference and transparency, we have included the complete vehicle service history from our dealership. This documentation confirms that New Smyrna Chrysler never performed a diagnosis that identified the *** as the root cause of the customers concern. All technician notes and repair actions taken during each visit are included for review.
  

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23212614
  
  I am rejecting this response because: I HAVE MULTIPLE DOCUMENTS TO SUBMIT AND THE REASON THE CUSTOMER ALLEGEDLY HEARD ABOUT THE *** UNIT WAS DUE TO A SAFETY RECALL FOR THIS PARTICULAR PART, BUT WAS NOT COMFORTABLE WITH THE DEALER DOING ANY FURTHER WORK. THE PART ON RECALL WAS ORDERED FROM THE DEALER, INSTALLED AND THEN THE VEHICLE WOULD NOT ENGAGE THE TRANSMISSION. MULTIPLE CALLS MADE TO THE SERVICE MANAGER AND GENERAL MANAGER WERE NOT RETURNED, THIS WAS VERY FRUSTRATING. NEW SMYRNA BEACH JEEP STATED THEY WOULD COVER THE *** BILLS, BEING I OWN BOTH THE SERVICE AND TOPWING COMPANIES THERE WERE NO *** BILLS. I TRULY WANTED TO SIT DOWN WITH THE SERVICE AND GENERAL MANGERS, BUT *** NOT AWARDED THAT REQUEST.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 04/17/2025

  To avoid any conflict as to what was done and not done at the dealership, I attached every single repair order that we had in our system to show complete transparency in the fact that we did not diagnose the vehicle. An alleged conversation with an employee is not a diagnosis. There is a process for diagnosing these issues that we are provided by **********. These were not followed because we never diagnosed the vehicle. The General Manager is very aware of this situation and all the circumstances surrounding it. He has been provided with all of the documentation and has reviewed it. The issue he and I both have is that the vehicle was never diagnosed at New Smyrna Chrysler. 

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23212614
  
  I am rejecting this response because:

  What about the recalls? Your company did diagnose after the *** was replaced that it was a transmission issue, of which it was not. Your company changed the *** again which still did not work. The fact that the General Manager will not speak to me directly does not show transparency.  
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:01/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am having corrosion issues with my 2020 Jeep Wrangler that is still currently covered under the **** factory corrosion warranty until May 2025. I have been to/ contacted 4 different dealerships attempting to get this issue fixed and have been turned away at every attempt citing issue like they do not have a body shop or a repair center on site. I was sent to a body shop by New Smyrna Jeep to get a quote and was told they would submit all necessary paperwork to **** to have the repair completed (quote attached). I am now being told by New Smyrna Jeep that they will not cover the repair because I did not buy the vehicle at their dealership. This is an issue covered under a factory warranty, not a dealer issued warranty. I am tired of being sent in circles by Jeep and told by every dealership that they do not have a body shop to repair my vehicle at. There has to be a system in place for people to have their vehicles fixed under the factory warranty without jumping through this many hoops. This is now month 6 of going from dealership to dealership as my window of warranty rapidly closes.

  Business Response

  Date: 01/28/2025

  In response to this complaint. We do not have a body shop here on the property. We use a local body shop that can only handle the warranty repairs on the vehicles that we sell. If I had the ability to complete the work and make the customer happy, I would be more than happy to do so. Unfortunately, this is not the case. I have a long list of people who bought their vehicles from us that are currently waiting to get into the body shop to get the warranty repairs completed. I physically can't accommodate this customer's request.

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22865055
  
  I am rejecting this response because: 

  Please refer to Florida Statute ***** and the ********-**** Warranty Act (MMWA). This is a violation of both and I will pursue legal council to handle this case if there is not a reasonable attempt to honor the manufacturers warranty. No more games, I simply want my vehicle fixed, as guaranteed by the manufacturer, under the corrosion prevention warranty that is still valid until April 2025. It should not be the responsibility of the consumer to travel around the state to find a dealership that is willing to honor the manufacturers warranty. 
  

  Between Chrysler and this dealership, I am confident we can figure out a solution.

  
  Sincerely,
  
  **** Malmo

  Business Response

  Date: 02/03/2025

  I understand the frustration; however, I can't accommodate the request. I am not refusing to do the work on your vehicle. I do not have a body shop on premises and as previously stated, the body shop we use is small and can't handle any more work than we already give them. I know there are other dealers in the ******* area that may be able to accommodate the repairs that your vehicle needs. 

• Initial Complaint

  Date:12/13/2024

  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 recently bought a truck from them , I got pressured not to look elsewhere because it would void out the deal they had for me, going forward I stated I noticed a few issues with the truck, I purchased the estate warranty which is the best warranty they have, so I told them about the issues they stated bring it in for service , they where not able to address the issues an told me to take it to ****, even though the problems where present when I bought the truck. While my truck was there they damaged my driver side mirror, broke the arm. I scheduled appointment to have it fixed while my truck was there again getting service they ended up cracking my pre collision assit headlight, I was told by *** my oil change would be ***** when I picked it up they said it was 165 for the oil change. I paid because I needed my truck , with my warranty I'm supposed to be provided a loaner an I did not receive a loaner hence me wanting my truck back an just paying thinking I would be able to call back in an scheduled an service appointment that will address the pre collision assit lamp an getting a refund for the additional cost of oil change. I called in last Saturday immediately upon leaving to bring them aware of the damage for my service advisor *** to call me back when he is working again , I've called several times an left messages with Managers etc throughout this past week to be dodged with no response . I would highly not recommend this dealership to anyone unless you want problems. They do not stand on customer service or helping, they do not care for your vehicle as if it were there own. I wish I would have went to **** with my 15k down. I still haven't gotten my issues resolved because service is screening the calls an does not answer when they see my number, I've had to call of different phones to get someone on phone to leave messages because they do not want to address my concerns an issues. Save yourself the headache an shop somewhere else.

  Business Response

  Date: 12/18/2024

  I spoke with the customer on 12/13/24 and he told me about his complaints. As far as the oil change goes, I refunded the customer $100.00 to make up for the difference in the oil change price. When the customer initially complained about us breaking his mirror, I went back and reviewed the camera footage. It clearly shows that the mirror was broken when it came in. I showed the customer the picture and he still insisted that the mirror was broken while it was here. In an effort to make the customer happy, the dealership also paid his deductible with his warranty company and we also paid to have his mirror painted. As far as us not being able to work on the component that his vehicle needs, we are not a **** store and the repairs that are needed have to be done at a **** Dealership because it requires specialty tools that only **** Dealerships have. **** will honor the customer's warranty and repair the vehicle using his warranty. 

• Initial Complaint

  Date:12/18/2023

  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.

  I recently purchased a 2023 Ram 2500 Mega Cab. I brought the truck in a week after purchasing to have retractable steps installed. While the truck was there they backed it into something and dented the rear bumper. After several weeks of waiting for them to call and tell me the replacement bumper was painted and ready to be installed I called and the bumper miraculously appeared that same day. I scheduled to bring the truck in the following Monday morning and was waiting for it to be replaced. I notice that the replacement bumper was only painted on the side you could see. They didn't paint the back side like the factory bumper was. So they sent me home in a rental jeep. After a few days on Thursday I called towards the end of the day to see when it would be ready. Joey M told me he would check on it in the morning and get back to me. I did not hear from Joey on Friday. Monday morning I called and was told Joey would call me back. He called me back within 15 minutes and told me that there was an issue with my bumper and they were going to have to repaint it. A few hours later around 1:50pm he called and said that it was a mistake, my bumper was fine and the truck was ready for pickup. I asked if he had personally looked at it and was sure that I would be happy with it. He said yes so I packed up my tools and left a customers house early in order to drive the 2 hours from Fort Pierce to New Smyrna to get the truck. Upon arrival I noticed the truck was orange from metal shavings and dust that was rusting all over the truck. It has been over a week since that day and I have yet to hear from the General Manager or a Sales Manager on how we can resolve this issue. I have been told by the Service Manager that my only option is to accept the truck as is after it has been at the body shop they use because it was just minor issues. He even told me that it was from the train when the vehicle was originally shipped. Which is a complete lie.

  Business Response

  Date: 12/19/2023

  Mr. ****** did purchase the vehicle from us and brought it back to have retractable sidesteps installed.  When the vehicle was here, it was backed into by an employee. The bumper had a small dent in it and was unable to be repaired.  When Mr. ****** came to pick up his vehicle, we disclosed the damage and told him that we were going to order a new bumper, have it painted and installed on his vehicle at no cost to him. The reason it took so long for us to contact Mr. ****** and have his vehicle brought in is because it took that long for the bumper to arrive.  When we recieved the bumper, we sent it to the body shop to have it painted.  When we got it back, we noticed that only one side of the bumper was painted and sent it back to have the other side painted.  At this time, we provided Mr. ****** with a rental vehicle at no cost to him. When the bumper came back from the body shop, we installed it and called Mr. ****** to pick up the vehicle.  When he got here, he noticed that there was orange stuff on the paint of the vehicle. Mr. ****** left the truck here and took the rental vehicle back home.  I sent the truck to the body shop to have the orange stuff removed from the paint. I spoke with the body shop that's correcting the paint issue and they are confident that there will be no long term effects from the orange stuff that's on the paint.  I have been in constant contact with Mr. ******.  We have made him a variety of offers to resolve the issue.  Mr. ****** has not been receptive to any of the offers and wants us to do a collateral swap and put him into a new vehicle.  That is an unrealistic request.  I spoke with Mr. ****** yesterday via email and informed him that his vehicle should be done today and that I would contact him when it is done.  I am willing to have the vehicle delivered to Mr. ****** so he does not have to take any time off work.

  Business Response

  Date: 12/19/2023

  What I can assure is that when the bumper arrived, the customer was notified and we made arrangements to get the vehicle repaired.  The issues with the paint are being corrected. The reason I sent it back to the body shop is because it is a new truck and I want to make sure the vehicle is like new when I give it back.  The vehicle is being buffed and the having the orange stuff removed from the paint.  I have spoken with the oner of the business and we are unwilling to refund or do a collateral swap with this vehicle. 

  Customer Answer

  Date: 12/19/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Their assurances are based on lies. 
  

  I will say it again for the people that can’t comprehend. I called Joey for an update on the bumper and when he looked into it the bumper it was already at your shop. Stop making up stories and start the paper work needed to cancel the loan and refund me my money. 
  

  I don’t believe that you or the paint shop are giving an honest assessment of the damage because you don’t want to understand that I am not accepting this vehicle as my own. 

  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:05/23/2022

  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.

  Inquired about specific vehicle advertised on the dealer web site. Dealer stated it was available not at the specific facility I called but at a sister store. Inquired about test driving and was encouraged to drive a unit advertised as the same in inventory at this facility but different color. Encouraged to bring a potential trade vehicle for review. Wife drove trade was undervalued and didn't agree on terms for trade. Informed dealer Had preapproved financing or offered to fund purchase. Agreed on price of the original unit we inquired about and was encouraged to finance locally to streamline the process. Told they could match our finance rate. Again, stated could finance of fully fund transaction. Initial paperwork completed with down payment. and was to finalize the next day when specific vehicle arrived. Dealer stated after paperwork was started they could not legally match the finance rate in the state of Florida and it would be higher than we had preapproved. Informed late morning of the day the vehicle was to be ready for pickup it was gone but not sold. Told the sales manager took for weekend, they were looking for it, to we have a different unit for more money. Initial inquire was Wednesday evening. Finally told late Saturday morning. Money was not refunded until Tuesday. Our research has yielded the initial car we intended on purchasing was sold the Tuesday prior to our inquire. I have requested Management - owner contact information for New Smyrna facility but have not been provided.

  Business Response

  Date: 08/03/2022

  Business Response /* (1000, 8, 2022/06/09) */ On 5/11 the customers came to the store on a vehicle that was at our Jacksonville store. I called the Jacksonville store and asked if we could work a deal on their vehicle. This is common practice with our Jacksonville stores where we trade vehicles. So on the night of 5/11, we made a deal with our customers and we agreed to send a driver to Jacksonville the next morning. On the morning of 5/12, I received a phone call from the Jacksonville store that our driver was there and in the system, the vehicle shows there but it was sold by the other Jacksonville and at that time our manager called our customers and informed them of what happened and offered them multiple options. One of the options was to order exactly what they wanted at a lower price and the other option was to find a vehicle similar to the one they wanted. Were not happy with what happened at our Jacksonville store but we don't own the vehicle and at times it's out of our control! Consumer Response /* (3000, 10, 2022/06/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) NEVER told by this dealer the Jeep we purchased was sold. Not even in the last communication. Original communication from the dealer was they did not find the vehicle we purchased on the lot. Stipulated it was not sold because a fob and book for that vehicle was still at the dealership. Told to wait the weekend because the sales manager took it home. Note General manager at the dealer with the Jeep is only out on Wednesdays and was available Thursday through Saturday of that week. Interacted with two individuals one representing himself as a salesman and one who represented himself as the finance director that at one time was a sales manager. Requested management and owner contact information it was never provided. Note most dealerships have at minimum general manager contact information on the web site. This dealer does not. Never offered a cheaper vehicle. Only offered units outside our interest but nothing suggested as cheaper. Note cheaper never offered. This dealer listened to nothing we originally discussed for the vehicle we showed interest with. Was offered a unit that had more options for $3000 more but never told about extra options. We had to push for an definite understanding of what happened to the Jeep we purchased, and the dealer finally gave us a Saturday morning time they would have answers. We asked how this problem would be resolved when they don't find the vehicle. It was after our direct question we were told we could order one with possible 6-8 week lead time. Couldn't trust anything we were told up to that time and didn't have any confidence they would be truthful. After our discussion Friday afternoon we called the dealer location that originally had the jeep physically in stock for a potential test drive to be informed it was sold the previous Tuesday. That call lasted 4 minutes and 31 and seconds. Note New Smyrna dealer stated they could not get anyone from the other dealership to communicate including answering phones. We inquired online about a Jeep Wed 5-11 Late afternoon early evening set up a test drive for Thursday. Thursday 5-12 came to terms and stated want the best price could fund the transaction outside of the dealership if needed. Encouraged to work through the dealership. No better pricing offered to work through dealership just pushed for ease of transaction. Friday 5-13 informed about 30 minutes prior to us picking the vehicle up they could not find it on the lot. "its not sold because a key fob and book were still present" Friday 5-13 late afternoon we called the dealer that physically had the jeep to be informed it was sold Tuesday May 10. Saturday Morning New Smyrna just called and stated "that Jeep is gone". We said we were done and wanted our money back. Tuesday May 17 finally provided our money back Individual impact tremendous amount of loss time. Additional credit inquire that was not needed. Extreme loss of confidence with Jeep dealers specifically this one. I expect an owner or higher manager to call and explain how this is a sustainable business plan and not considered practices that influence fraudulent behavior. This dealer should lose any credential allowing them to represent any reputable manufacture. This dealer mislead and was not truthful throughout the entire process with absolutly no customer consideration.