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:05/16/2024

  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.

  We purchased a new vehicle and the dealership allegedly had the second key locked up. They promised to overnight night us the second key the next day. We have made a total of 19 attempts either by email, phone call or text to the salesperson, sales manager, controller, and general manager without resolution. Since the end of December, we are still without the second key FOB. We are requesting the second key FOB as promised on the We Owe form.

• Initial Complaint

  Date:05/02/2024

  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.

  I traded my 2022 VW GTI into another dealer on 01/20/2024, and went back to Orlando CDJR to sign the form to cancel my *** insurance. I did this on January 26th 2024 and handed it to *******************. A month later I heard nothing, so I called JMA Group who the *** was with, who state they never got a cancelation form from the dealer. They had me send the form in (i took a picture of it) along with other documents. Finally on 03/26 I get a letter from JMA stating they have issued the refund and it will go to the dealer if the vehicle was traded, or the bank if it was paid off by me. I contacted Orlando CDR multiple times since then, on 04/26 they stated they needed accounting to call me back and I would hear back on Monday 04/28. It's now Thursday 05/02 and I called them to chase them up and was once again told they will call me back.

• Initial Complaint

  Date:04/22/2024

  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.

  My family was recently on vacation in ******* from ********. On Saturday, March 30, we were getting ready to head home when the check engine light on our 2019 Chrysler Pacifica came on and the engine was hesitating. With our van still under warranty we had it towed to your dealership to have it properly diagnosed and repaired. The service team let us know it would not be able to be looked at until Monday, April 1.On Monday, we received a call from your service department letting us know the head gasket was blown and the engine would need to be replaced. We came to your service department to get items from our van and talk to **** about next steps. He made some phone calls and found an engine about an hour away and said he would send a driver to pick up the engine first thing in the morning so his team could get the engine installed so we can get home. We were very grateful he was able to find a replacement engine and was working for us to get our van *********** Tuesday morning we asked for an update. ******* texted to say its on track for Thursday. We came into the department later in the afternoon to pick up a loaner car. While we were there, we were told the engine is in route. Tuesday evening, ******* texted us to say the engine is due to arrive in the morning. We were confused because we were told a driver was traveling down to pick up the engine and it was in route. ******** text was now stating it would be there Wednesday morning and wasnt aware of what **** had told us. She assured us it would be complete on Thursday. On Wednesday we contacted the team for an update. We made multiple phone calls that were not answered. We received a text message that the techs were working on it. Wednesday evening we were texted that we should have the van ready around 12:00/1:00 pm. On Thursday morning we texted multiple times asking for an update because our hotel was pressing us on whether we needed another night or late checkout. We were looking for confirmation on everything being on track so we could set expectations with the hotel. At 11:30 we received a text that it would be closer to end of the day because they were installing the air conditioning in the van. We asked if that was the last thing needing to be done. They said a test drive and air conditioning were the last things to finish. Between 2:00 4:00 pm we called multiple times without a response. We checked out of our hotel and waited in the lobby while my husband drove to the dealer for an update. My husband was told they were finishing up on the air conditioning and it would be between 5:00 6:00 pm. He waited at the dealer for the van to be completed.My husband was handed the keys at 5:30 pm. ******* let him know hes all set and they would finish the paperwork up and email it to us so we could get on our way home. He was not asked to sign any paperwork before leaving. Leaving the dealer he noticed the air conditioning was cool, not cold. He did not think too much of it since we were not going to need air conditioning too much longer because we were heading north. We loaded up from our hotel, packed up our things, and headed north. We texted ******* to let her know the air conditioning was not working and we would get it checked when we got back to ********. ******* responded, it is possible that our machines did not recharge the A/C properly as we were having difficulties with it. This is a point that was not made to us when we were given the keys.When we stopped for gas at 7:54 pm, my husband checked fluids to make sure all was well. Pulling the oil dipstick the level did not even register. After adding 1 quart and running the engine briefly he checked it again. The level was now barely showing on the dipstick so he added another quart to bring the level to the full ***** We texted again to inform ******* about the low oil. We were not looking for a response at that time, just wanted to keep the team informed. At 2:30 am we pulled off the expressway in ********, ** for gas. Turning right off the exit ramp I heard a noise. We traveled about ************************************************************* Half way into the gas station entrance it made a loud clank and the van came to a stop. We got out and noticed the drivers side wheel pointing in the wrong direction. Crawling under we could see the suspension had come apart (photo attached). We called Chryslers roadside assistance and due to the late hour we received no response. Because we were blocking a main road and the driveway, we called 911. The police dispatched 2 officers to block the road and they called for a tow truck to get our van moved faster. Since we were 6+ hours north of your facility, the tow truck took our van to a Chrysler dealer in the area. It was towed to JTs Chrysler Dodge Jeep Ram of Columbia.On Friday at 8:30 am, I called Orlando Chrysler and talked to **** to let him know what had happened. **** said it had nothing to do with their work because they used a cherry picker to replace the engine. We then rented a car so we could get home to ********, leaving our van with personal items that would not fit in the rental car, 12 hours from home. On our way home, we received an email from ******* with the service report. I asked if we could please have a copy of the multi point inspection referenced in the service report. I also asked for verification of the mileage driven for the test drive.. ******* responded with, We did not have time to complete the multi point inspection since we rushed the process. The main goal was to finish the engine quickly and get you on the road. The tech did a quick visual inspection to make sure it was all good. Thats when he noticed the trans fluid was the wrong one. This is not typically our process, but due to the circumstances we tried to expedite the repairs only. Test drove the van about 5 miles. I then responded, informing her what happened, and that we would have happily waited for the service department to complete the safety inspection to ensure repairs were completed. We never pushed for repairs to be done by a certain time, we only went by the time frames we were given.On Tuesday, April 9, we were contacted by *****, the service advisor at JTs Chrysler in ********, **. He let us know that the suspension came apart due to a missing bolt that he referred to as the pinch bolt. ***** referenced these as necessary bolts that would have been removed for an engine replacement per Chryslers repair procedures.On Wednesday, we let ***** know we had a case number from Chrysler and were waiting on direction from Chrysler for next steps. On Friday, we talked again with ***** and their warranty administrator *****.. They had been attempting to get in contact with the service team at Orlando Chrysler and could not get a response. On Saturday, I called Orlando Chrysler and left multiple messages for the General Manager and never received a call back. I was then connected to ****. When I explained the situation to him, he denied any wrong doing and asked to be put in contact with the ** dealer because if they made any mistakes they would correct them. On Wednesday, our Chrysler case worker was able to connect the two dealerships to discuss our situation. We did not hear from anyone until Friday. We were told JTs Chrysler shared photos and information for repairs with Orlando Chrysler.As of today, Monday, April 22, we were notified by JTs Chrysler that they have the necessary parts in house to perform the repairs to the suspension. I called them to find out the status between them and Orlando Chrysler. They let me know Orlando Chrysler is taking no responsibility in the repairs or the damages to the vehicle. I then called Chrysler looking for guidance from our case worker. She was calling the dealers again to figure out a status. I then called again to speak to **** and gave a sales manager details of why I wanted to speak to him per his request. Later in the day I called again since I had not received a call back. As of this email, I have not received a call back from Orlando Chrysler. Im writing to inform you about our extreme dissatisfaction with the service and customer service as well as lack of responses from your dealership. Per Chryslers repair procedures to replace the engine on a 2019 Chrysler Pacifica, it appears it was done inadequately. The procedures cite disassembly of the suspension in order to remove and replace the engine. Nine hours after driving our van away from your dealership, the same suspension parts referenced in the repair procedures came apart. This put my familys safety in jeopardy as this could have come apart while driving on the expressway at high speeds where it could have ended in a tragic result. All we have been asking for is to have our van repaired appropriately. We are currently without or family vehicle as it is 12 hours away in a different state and has been for 2 weeks

• Initial Complaint

  Date:04/01/2024

  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.

  On Thursday 3/28/24, Orlando dodge dealership took part in unfair and deceptive actions as I was tricked into signing an auto loan. I was offered AND DECLINED a trade in of 8500. Later the sales manager (************) came back and said if we can make it work merry Christmas, if not were still friends. He came back and said we have a deal, we will take care of the car for youI was not given ample time to read through and ask questions as some were dismissed. In addition, there was no new deal/offer even presented to me. I was not given the time to read the new offer, counter offer, or even flat out decline. They then took the 8500 as a trade in, and added my old loan to my new loan, putting me out of my financial comfortably. Not ONCE was there disclosure of this nor was there an explanation or verbate indicating Id be taking on my old loan plus my new loan. I agreed to pay $4,000 as a down payment in exchange for them taking care of my old ***** Saturday I requested to come in to discuss as I noticed the issues and ***** said to wait until Monday for it would cause more harm than goodMonday 4/1/24, I met with *********** for 1 hour, explained everything. He acknowledged the issue and potential situation. They refused to cancel the loan as recommended by the bank, the refused to just give me my old vehicle back. I was denied THREE separate times to speak with the ** of the dealership. Finally after being denied, I was told no because they arent here. I was then given the wrong email address as it came back invalid and blocked. I was recommend to file a complained with chyrslers corporate which I have done. The bank is aware of the situation and is willing to help as much as possible. I shouldve at most been charged $31,000 not (after interest) $49,000. I was also denied to use my own bank that I was preapproved with (chase). I mentioned I was given legal advice and was then told by *********** to seek a lawsuit.

• Initial Complaint

  Date:03/25/2024

  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.

  I purchased a vehicle January 13 2024 from Orlando Dodge . I put $19,000 down for the car. The car had a cracked windshield across drivers side. They agreed to set an appointment for me to get it fixed in my part of town because I don't live close. They said 1 month to fix it. Never happened they said the service department caught on fire and they were behind on my windshield. Finally when they want to fix it they want me to go back to the dealership to get it done. The deal was to get someone local to do it. Now when I asked if someone nearby could do the work they have ignored me won't respond to my texts. I left a message for the service manager that I would like to return the car if they won't fix the windshield as per our agreement. No one will respond back I've tried to get contact with a GM someone other than the sales manager and they kept trying to divert me to service manager and the service manager won't even call me or talk to me. That's not the way to do business.

• Initial Complaint

  Date:03/19/2024

  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.

  On 10/29/23 my son, who is an **** War veteran, and I purchased a used vehicle from Orlando Chrysler Dodge Jeep. At the time of the document signing it was agreed upon in writing on the We Owe form that the dealership would replace the original worn-out tires with 4 new Pirelli tires, 2 size 275 on the front and 2 size 305 on the back which is standard for the specific vehicle and at no cost to us. We left the dealership without the vehicle because it had just arrived at the dealership and needed the typical inspection prior to it being sold. A promise was made that the vehicle would be delivered at a specified location closer to my home. When meeting to take possession of the vehicle the dealership has installed 4 tires that were not the promised brand or size. We were told the Pirelli tires needed to be ordered. Its been almost 5 months since the purchase and we still dont have the tires listed on the signed We Owe form which is a legal document that must be honored. I sent a detailed email to the President of Orlando Chrysler Dodge Jeep, explaining the situation to which he has never responded. Also, there have been numerous phone calls and messages left with the dealership which have also been ignored. An online negative review of this dealership was initiated and a consumer complaint was submitted to the ****************. The only response received was from a salesman named asking that the negative review and complaint with the **************** be removed. He was told when the promise of the Pirelli tires is fulfilled the complaint will be removed. To this day the tires have not been provided. In my opinion this dealership committed fraud through a bait and switch and are guilty of fraudulent business practices.

• Initial Complaint

  Date:03/03/2024

  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.

  My vehicle was damaged in a fire while at the service department of this dealership and they are not taking any accountability or offering a solution to get my vehicle fixed, they will not provide insurance information or do in anything in response to what happened

• Initial Complaint

  Date:02/25/2024

  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.

  Purchased a 2019 *** X3 M40i from this dealership. Prior to signing documents, I asked specifically if the vehicle had any damage/ scratches, etc. I was told NO. I had a transport company pick the vehicle up due to living out of state, prior to loading the vehicle my transport guy noted a hole and crack on the rear drivers side tail light and a few other scratches along with the sunroof seal pealing and missing. I also asked if the vehicle had 2 key fabs and I was told YES. Additionally, the vehicle does not have any sort of floor mats. Lastly, the vehicle had 6 miles until empty in the gas tank. While I do realize I purchased a used vehicle, I was completely lied too before signing any documents. The vehicle had a reconditioning fee tacked onto the price that I would have assumed these issues wouldve been taken care of with this fee. I have reached out to *********** and he stopped responding. I also after several attempts of calling the dealership spoke to a manager but no resolution has been provided.

• Initial Complaint

  Date:12/21/2023

  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.

  I purchase a 2021 **** Bronco Sport November 24,2023. On December 18th 2023, as I was driving my check oil light came on. A few seconds later the battery light came on and my suv froze up and would no longer drive. I had it towed to a **** dealership in Orlando. I called Dodge Chrysler Jeep Orlando and someone by the name of **** or ***** told me that **** should be able to replace the engine because its still under warranty. This same person told me that he trusts his mechanic and his mechanic would have not made that mistake. He also indirectly says I could have hit something on the road or highway and thats what caused damage to the oil filter. But when talking to ****, they say that its highly unlike that I would have it something and it would cause damage to it since the oil filter is tucked underneath other things. So I have The **** dealership say they cant claim responsibility since they were not the last ones to change the oil, the responsibility falls on Dodge Chrysler jeep Orlando since there was an operational issue installing the oil filter. **** is saying who ever did the oil change and oil filter change did not secure the filter right making it dodge Chrysler jeep Orlandos responsibility to fix my oil and new engine. I have been getting the run around from Doge Chrysler jeep Orlando and no one will answer or return my calls. And anytime I call no one seems to be available.

  Customer Answer

  Date: 12/21/2023

  I spoke with **** the sales manager from Dodge dealership and he told me that Well you bought a used **** from a Dodge dealership as is as well as **** should cover the repair. But after speaking with a few dealerships in Orlando, they all say the same thing; the dealership where I purchased the vehicle should fix it. 

  Im unsure if they are selling used cars of any make other than dodge, should their customers expect issues with their vehicle?

• Initial Complaint

  Date:11/07/2023

  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.

  To Whom it May Concern… My vehicle (Jeep Wrangler 2012) check engine light came on and my car shut off 8/18. It was then towed to *** **** in Orlando Florida. *** **** immediately reached out to my warranty company since my engine is under warranty. The inspector came out, evaluated my jeep and requested a tear down of the vehicle. In his notes that are on file with warranty company the inspector stated that my jeep had fluids still in there, no leaks but my oil was a little dark. Which is why the tear down was requested. After discussion between *** **** company and warranty company it was requested to tow my vehicle to a Jeep/Dodge/Chrysler dealership since the engine was purchased through them. Please note I have never taken my vehicle to Orlando Chrysler Dodge Jeep Ram before. Warranty company requested I send it to any jeep location. On 9/21 my car was towed (2nd tow) from my mechanic at *** **** to Orlando Chrysler Dodge Jeep Ram as requested. Please see attached detail statement continuing from above...