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:04/01/2025

  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 January 6th, 2025, I brought my White 2017 Jeep Grand Cherokee in for repairs as it seemed to be overheating starting the day prior. The name of my repair representative is ********* ******. The vehicle was left at the repair shop for testing and I was informed that I would be getting an answer within the next few days. Of note, I do have an extended warranty for the vehicle and provided said information. A week later, I was informed that I would need my thermostat and radiator replaced and they would be working with my warranty company to get the repairs covered. A week later, not hearing from the repair shop, I reached out to my warranty company to inquire about the repairs and get a estimated timeline of completion. At that time the warranty company explained that they were waiting for failure testing from the repair shop, which was told to me by ********* was done a week prior. I called the repair shop to verify if this testing was done and if it was sent for confirmation to my warranty company. A week later I got a call from ********* indicating the repairs were approved and it would take a few days for the completion. On the day that I was supposed to come get my vehicle, ********* called me and informed me that there was white smoke coming from by exhaust, which could indicate that my engine needed to be replaced. At this point my vehicle had been the shop for at least 4 weeks. I had also inquired about rental coverage, in which ********* said he would look into with the initial repairs. This was never done as I went the first 4 weeks without a vehicle. I had to reach to the warranty company myself and inquire about said rental coverage. They stated that the rental would be approved after the invoice was received from the shop, which at that point had not been. I was then required to call the shop again to inquire about the invoice and if it was sent to my warranty company. As of April 1st, 2025 I still have no timeline of completion.

• Initial Complaint

  Date:01/29/2025

  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 my first ever car from the dealership on November 26th, it had to be driven down from the taverna location in ******* and by time it made its way back the detailing team went home for the day so I was instructed to come back the following morning and pick it up. On November 27 I picked up the car and noticed all the lights were on on the dash I was told by the manager I would have to bring it back after Thanksgiving to be calibrated and complete its final inspection. On November 29 I was leaving work and my car would not start and the dealership had it towed to them. I was told the battery was changed, the car was aligned, and the inspection was complete. I did receive an invoice for that but I cannot find it I will ask them for a copy from that date. Not to mention on that very same day I asked them if they could remove the logo of the dealership off the back of the carand they completely scratched the car with a razor blade. So we had to set up another date for my car to be in the shop to get repainted, leaving me once again not being able to drive my car for the next couple of days. On December 22 my car showed me a service alarm light on the dash that I have photo proof of and prior to that Ive gotten in the car once and its told me the key was not detected but, once I exited the car and re-entered it started with no problem, and prior to that it has also told me I need to service the car for an oil change. I found this all very strange being that this is a brand new car that I purchased not even a full month ago at this point. On December 29 I got out of work and for the second time I got in my car and it would not start. My car has now been in the shop since December 30 and in three days itll be exactly 30 days since I have not been able to drive my car. Its been endless phone calls with the dealership trying to get a hold of them to give me any update on my purchase. Im first told by the mechanic theyve come to the conclusion theres a cam

• Initial Complaint

  Date:01/13/2025

  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.

  I made the deal on 1/3/25, I was informed that the car would be ready on 1/8/25. I told the salesman, that this was fine. On 1/8 the salesman refused to respond to my text questions about when the car would be ready. I called several times and finally became frustrated, I went to the dealership the car was finally presented to me at 6:30 PM, and I noticed that two items on the list of issues they had agreed to fix had not been addressed. Unsure if I wanted to continue with the deal, I spoke to a sales manager. He convinced me to take $200 to keep the deal for the inconvenience and said that I needed to sign an agreement not to "bad-mouth" them online regarding my issues. I agreed and took the car, receiving a "We Owe" document for the unresolved items. On the next day, (1/9/25) I realized that the transmission had issues, this occurred about 12 hours after delivery and less than 50 miles. I returned to the dealership, where I was presented with three options: 1) They would fix it, 2) They would put me in another car, or 3) They would issue a refund. I checked their available cars but found none that I wanted. Unsure about their ability to repair the transmission issue, I opted for a refund. I was then informed that I would have to pay a $1,500 "restocking fee." After much discussion and debate with **** ********, the *** I expressed that I didnt think this fee was fair. He informed me that the restocking fee had now increased to $2,000, but if I agreed not to file a complaint, they would instead charge me $1,500. On 1/13/25, at 12:10 PM, I went to speak with **** and communicated my decision to him, asking him once again to reconsider the fees. He refused and told me that the check would be ready in 2-3 hours. I returned at 4 PM but no check was ready, I called the police, we went inside, and they finally presented me with a check for $12,802. out of the $15,000 cash I had given them, short $2,198. I feel this situation was akin to blackmail and is very unfair.

• Initial Complaint

  Date:11/07/2024

  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.

  Subject: Concern ***************** Fee Dear [Dealership Name],I recently bought a Jeep Grand Wagoneer from your dealership and was surprised by a $100 fee for using my card to pay over $1,500 in service costs. As a disabled veteran on a fixed income, this charge is particularly troubling.I was informed that your dealership imposes a 3% fee on all card transactions, which I wasnt made aware of beforehand. I felt compelled to pay this fee due to the late hour and my need for the vehicle.I would appreciate a prompt response and reconsideration of your payment policies.Thank you, [Your Name] [Your Contact Information]

• Initial Complaint

  Date:07/23/2024

  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 purchase a Jeep Wrangler from the Jeep dealership, which was finance in October/2021.After some time, I brought the Jeep back to the dealership because the engine started to overheat, which to find out the Jeep had a Recall for overheating. That was the 1st service. After they fixed it, some months passed by and overheating again. Took it back for the 2nd service for the same issue. After they fixed it, more months go by and again overheating. So by now, I took it back for the 3rd service for the same issue. This time they kept my Jeep for almost 5 months tryin to fix it. Finally got my Jeep back in 03/2024 and once again few months pass and again for the 4th time, I return to the dealership for the same issue in 06/2024. Till this day 07/23/2024, they still have Jeep and I'm waiting. At this point I asked **************** to do a buy back and they denied.I went thru **************** (NCDS) and they closed my case because they said my claim is ineligible.I just want my Jeep to be replaced with a new Jeep that wont have this kind of issue. ********** is being unfair, I shouldn't have to buy a new Jeep and keep bringing it back and forth to the dealership to fix overheating issue and for them to give me a rental car to drive in for half the year, basically. I'm paying for a Jeep, not a rental car.

• Initial Complaint

  Date:07/18/2024

  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 7/17/2024 I paid ******* for the starter to be fixed on my 2018 Chrysler Pacifica. Before that I was quoted ******* by Service advisor (***************************), and told it would be 6.0 hours of labor. When I came in to complain about the price he got it down to ******* and stated that he made a mistake and the labor was only 3.3 hours. I still said that was too much and asked for a manager. I got a call the next day from ***** ( manager) with the price of *******. When I pick up my vehicle and begin to drive I turned on the *** which did not get cool. So I turn around and go back to the dealership for them to check it out. They expressed to me that my ** compressor went down. I expressed to them that the Compressor was less than 6 months old and was perfectly fine when I brought it in and my air was blowing ice cold and it had to have been something their mechanics did not connect properly. I asked what were they prepared to do about the situation and I was told by management that they would be doing nothing in regards to my vehicle. I tried speaking to them more but was beating a dead horse because they refused to acknowledged they had any involvement with the ** going out

• Initial Complaint

  Date:09/27/2023

  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.

  Over six days, *********************, the salesman at this dealership, lied to me. We saw a preowned 2017 Yukon XL Denali online, and I went to the dealership to take a closer look. He said it was $90,000 when it was brand new. That is a lie as you can see in the screenshot. I initially did not like the price he offered, but we eventually agreed on a way to proceed. He said his service department would inspect the vehicle, and then it would go and get detailed. I told him I wanted my mechanic to check the vehicle regardless of what his service department said. He was very adamant about having three days to have my mechanic check the vehicle. I drove straight to my mechanic that night when we bought the car. He approved most of the car, but the starter would not function when it was time for us to leave, and we were stranded for approximately 30 minutes. When we finally got the vehicle to start I went home. The next morning I called and let him know what happened. He said to bring the car, and they would fix it. He told me they would order a new starter, and install it for me. First, he said they had to order it, and then make an appointment. He said he would let me know when the appointment is made. He lied and never called me. I sent him a text asking him if they made the appointment yet, and he told me he was doing everything and he would call me back by the end of that business day. He lied again; that was the last time I heard from him or the dealership. It is a preowned vehicle, but he said he would take care of the starter, I expected him, or at least the dealership to keep their word. He represents that dealership. I want a refund of the amount I had to pay for the starter. I have pictures, including a picture of the bad starter, a video showing the failure, and a screenshot of what I had to pay.

• Initial Complaint

  Date:09/18/2023

  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.

  Hello. I wanted to make a complaint about my 2015 dodge Durango. I bought the car as is on (06/07) the car broke down on me within 6 days of owning it, as in the engine blew due to overheating. I took it to several shops all quoting me a similar price of 10k to repair the blown engine. I took it to Massey Yardley. They quoted me $6,570 for a NEW engine and another $6,570 for labor. They took several weeks to inspect my vehicle, I had to call and leave messages several times. When I finally decided to pay to have my car repaired, I had to wait over a month and a half to get ahold of someone to repair my vehicle. Repairs finally started on (08/15). I received my vehicle back on (08/25) and starting on (9/14) my car began overheating again. I finally was able to take it in today (09/18) and they told me my water pump was bad and was not covered under the warranty. They then decided to charge me an additional $868 for the water pump and even had a sales man come and try to convince me to purchase a $40,000 vehicle which I do not have the funds for. I took the vehicle to a nearby mechanic to see if I could get a smaller price for the water pump and he told me my engine was in fact not new and that it was leaking, dirty, and causing the overheating. I have the receipt and parts they claimed to have repaired along with an audio recording of stating my engine is new. I also have a statement from the mechanic I went to after he inspected my vehicle saying its not new.

  Business Response

  Date: 09/28/2023

  Greetings. The response is in the attachment above. Thanks.

• Initial Complaint

  Date:05/03/2023

  Type:Service or Repair 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.

  4/26/2023 Paid to get my car fixed and it came back more damaged then before , undrivable and loosing money from not Being able to work! And dealer saying I have to pay them more to get fix what they caused !

  Business Response

  Date: 05/17/2023

  Please see scanned business response.

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 20013739
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********************

  Car came in for a starter , I asked them to check why the front air suspension would drop when parked , they took out all the nitrogen out of the car , I had to tow it back into another dealership. They didn't check the air suspension they drained all of the nitrogen out of the car to make another bill to make more money! 

  The car was always drivable the air suspension never failed . It always worked . The rear was never down! The car never came in like that. But that's how I received it.

• Initial Complaint

  Date:02/21/2023

  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.

  Vehicle been in service for 42 days warranty ask for info 21 days ago and my vehicle is still sitting in the same spot for 42 days ago, the refuse to update on the vehicle dont return calls, or texts and the service directors dont seem to care