Complaints

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/18/2024, brought my Jeep Compass to Douglas Jeep due to radio/back up camera no longer working. Diagnostics showed it needed to be replaced. I paid $797.31 for the part and labor for them to order it. Was told it would be in within 1 week. They never called to give an update. We called and were told we would get a call back. No call back, so we went to the dealership and we were told it was back ordered and would come in by mid February. They never called again and couldn't get through from calling. Went to dealership again and were told they accidentally cancelled the order and needed to re-order. Same thing happened 2 more times where they never contacted us for an update and "accidentally" cancelled the order another time. On 3/29/2024, went back to Douglas Jeep and told them we wanted our money back and we would go to another dealership. After waiting 1 hour, they accidentally charged me again instead of refunding me. Finally after a week, I got a refund on the accidental charge and the original charge. They sent out a customer survey and we filled this out letting them know our experience. One of the head managers called to apologize and said he wanted to look into it and make things right on 4/15/2024. He said he would call us back the next day. He has never called back to provide a resolution or explanation of why we never received updates on the part that we paid for prior to receiving, why we had to go into the dealership because no one would call s back when we called for an update and why the part order kept getting cancelled.

  Business response

  05/14/2024

  The manufacturer, ********** kept cancelling the part order, not us.  We have refunded the customer the money, and we have reordered the part with no deposit in an effort to get the part here to complete the repair.  We are sorry that this part has not arrived in a timely fashion, although that is beyond our control.  When it does arrive, the customer will only be responsible for the price of the part, we will complete the labor for no charge.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a new Durango R/T and now the dealer does not want to complete warranty service until I complete an after-purchase survey that was sent to my email. Service that they promised to complete in multiple text messages. I was told by 2 employees I was not going to receive service until I completed the survey they sent, and that his boss also agrees. Furthermore, they offered me gas credit for the service being delayed and when I stopped by, I was told it was just to get me in to do the survey on their computers and that now they will not give it to me unless I complete the survey. A complete waste of time. This manipulative and coercive approach to obtaining survey submissions is both unprofessional and unacceptable. Also, I was lied to by my seller since he said the high cost of around $900 for the window tints was because they were ceramic, and this was a complete lie that I found after the purchase. I have all the text messages saved. I emailed **** Douglas about a week ago but no response.

  Business response

  03/08/2024

  We have addressed and fixed these issues with *********************. 

  Customer response

  03/11/2024

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

• Initial Complaint

  06/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I stopped into service **** on June 8th and had service look at a broken piece under my grill that was covered under warranty. He ordered part and said he'd be in touch. June 16th I still hadnt heard back so called in and "conveniently" the part arrived the day before. I was then transferred to service and was told to bring in on the 20th or 21st and a appt wasnt needed but theyd have the car for 2 hrs. I was told I could wait or theyd drive me back home. I went in on the 20th and was helped by a different service guy and he told me he couldnt help me without a appt. He went on to say they were too busy and no work help, etc. I get it but not my problem. The right thing to do would have been fit me in. I made a 30 min trip to dealership. He asked who originally help me and I described that person, He told me who that person was and bad mouthed him the entire time I was there. He then made me appt for July 8th. I asked for mid afternoon appt and that went in 1 ear and out the other. I called in later that day when I returned home to speak to service mgr. I was transferred to VM after what seemed like forever of rings. I left a message and asked for call back to make them aware of what happened and here we are 2 full days later still have not heard back. Safe to say I will not be using this dealership for any future service needs.

  Business response

  07/07/2023

  Our apologies.  We have restructured our service staff recently.  If **************** would like, I will have the service manager contact her to facilitate completion of the this issue; however, her desired outcome states "no further contact."  Please advise.

  Customer response

  07/10/2023

   
  Better Business Bureau:
  
  Thank you, finally someone acknowledges my complaint with your dealership. I have lost all confidence at this point and will never be back to your dealership for service or purchasing a new car but ** for reply. in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  01/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Everything went well with the sales associate. When it was time to complete the paperwork with the finance manager, the numbers didnt match with what I initially agreed to. The finance manager kept interrupting me when I tried to ask a question and whenever I tried to go back and look at the contract line for line he started talking and pointing at the contract lines with finger touching the paper so it was difficult to stay focused. I told him multiple times that I did NOT want the service contracts but ultimately agreed to getting them after he promised a lower interest rate. I signed the paperwork after hours when they had already closed (11/23/2022). I went back the very next business day (11/25/2022), right when they opened and told them I did not want the service contract and that I simply changed my mind. The finance manager initially told me he would email me the copies of the service agreement cancellations, I instead insisted that he go ahead and complete the cancellations in my presence, which he did, but appeared visibly upset about it. After about a week, I contacted the companies that the service contracts were under, only to find out that nothing had been cancelled, I then contacted the dealership and spoke to **********, who assured me that he personally cancelled all contracts while we were on the phone. I waited about a week and reached out to the service providers for verification that the contracts had been cancelled. They once again informed me that none of the contracts were cancelled. I called **** back, in which he then stated we only cancel them on certain days so we can cancel them all at one. When I asked why they would do such a thing, he yelled into the phone They have been cancelled, youll get your money in 6-8 weeks. and hung up on me. I called the service provider once again, in which they informed me that the contracts were finally cancelled. They also informed me that the dealership has 30 days *** to refund the money once the cancellation takes place. I have yet to receive a refund to myself or to the bank the auto loan is through. These contracts cost over $5000.00, the initial cancellation request took place 11/25/2021.

  Business response

  01/31/2023

  Two of ******************** products that she purchased on 11/23/22 were cancelled on 11/25/22 as requested.  The third was cancelled on 12/8/22.  These contracts typically ***********-8 weeks for the refunds to arrive and be processed.  Check number **** was sent on 1/17/23 in the amount of $5891.88 to the lender on her loan, *******.  This is within the 6-8 weeks parameter.  To this date, 1/31/23, TD has not cashed this check.  We will ask the representative for ******* for assistance as to why.  We were not holding up her refunds in any way shape or form. If she would like to contact me directly, I will assist in any way possible.  I can be reached at ************ or ******************************.  Sincerely, **** Douglas, ********** ***************************************

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I own a 2020 Jeep Gladiator. The vehicle is still under warranty. It has been back to the dealership 5 times and the vehicle has not been fixed. The batteries (there are 2) die within a few days of not driving. The dealer said it is not driven enough to keep the batteries charged. I used the vehicle 5 days this week and it is dead again. The first time it went to the dealer it was a few months past the ******* Lemon Law.

  Business response

  12/05/2022

  ****************,

  Our apologies for your difficulties in getting this matter resolved.  It appears that, as of 11/30, we have discovered the source of the battery draw coming from the radio head and replaced that head under warranty.  I will have the service director reach out to make sure that everything is operating properly.  Please contact me at ********** or ****************************** if I can be of further service.  

• Initial Complaint

  05/23/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Thursday afternoon I had my car towed to Douglas Jeep per My Value Cars who is their sister dealership. I was told my car had a recall on it and that is what caused the problem on my car. The next morning I walked to Douglas Jeep to be told they won't have time to look at it for another 5-6 days and can't get me a rental which I was told otherwise by their sister dealership. Not only was Greg very rude and unprofessional to start off with he assured me he would take the key out of my ignition when my car arrived there after being towed and he let my car run all night long and killed my new 2022 battery. I went up there again Saturday morning after filing a complaint with the manager who then proceeds to tell me Greg's behavior and him letting my car die was because he's on new medication DURING work hours that is causing him to have side effects such as being foggy and forgetful. Sounds like a liability for someone driving vehicles around all day and working with vehicles. The manager Joe ended up getting my car in the garage for a diagnostic but NEVER once mentioned how much it would cost, did not give me a handout for the price, did not ask for approval or a signature or even explain that it would cost money just for someone to look at it not work on it. I get told the problem has nothing to do with a recall which now I'm beyond frustrated because I'm being told two different stories from two dealerships who are partnered together. He tells me the part is going to cost $900 because there was a previous recall two years ago for the same issue but I was not the owner of the vehicle during that time and have proof to show it. I end up getting a second opinion from another mechanic who said it should not be that much so I end up having AAA tow my car to the other mechanic and Douglas Jeep charged me $97 for a diagnostic test which I never even signed paperwork for to begin with and wouldn't give the tow truck driver my car without paying $97. Waiting on receipt.

  Business response

  05/31/2022

  Business Response /* (1000, 5, 2022/05/26) */ Your shifter cable was broken. It was not covered by any warranty or recall, and it precluded the key from being removed. However, we will refund the $97.00 to the credit card you provided. Good luck in your future endeavors. Consumer Response /* (2000, 7, 2022/05/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) I ended up getting two other opinions on my car and both of those mechanics told me it was the shifter bushing which actually is no where near $900. Crazy how some people care more about the pockets getting fatter and collecting as much money as they can on a product that can cost $20 and that's been advised to me by long time mechanics who know product off the back of their hand. Next time I'll be extra cautious when trusting the dealership I got the car from convincing me it's a recall before even looking at it just to get me to bring it over and charge me $97 for a diagnostic test after damaging a part for my car that their employee was responsible for. All they had to do was take the key out of the ignition before leaving from work that day. Be careful who you leave your car with at Douglas Jeep in Auto Parts because it seems that they let their employees work while they're on medication with concerning side effects that can cause them to be "foggy" and "not all there". That can be a huge liability to driving around cars and handling information at a desk that involves people's private information on paperwork, credit card transactions, etc. None the less, the employee who was at fault for this had no remorse for his actions. Very unprofessional.

• Initial Complaint

  05/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I didn't receive the $50 gift card that was promised on their website for coming in. The salesman we talked to was Brandon M..

  Business response

  05/12/2022

  Business Response /* (1000, 5, 2022/05/09) */ We received your online coupon code on 5/3/2022. It was entered into the system on 5/9/2022. We apologize for this delay. Your $50 Amazon gift card will be emailed to ************* from the third party that manages this program for Stellantis. Thanks for notifying us. Consumer Response /* (2000, 7, 2022/05/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) $50 gift card received by email.

• Initial Complaint

  05/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi there, We purchased a vehicle on 2/7 with an optional Gap and Tire/Wheel protection plan and per the contract we had 30 days to cancel for a full refund. We attempted to cancel through the dealership by driving there on 2/26 and signing paperwork however they never canceled the policies (and 2 subsequent calls to cancel were ignored) so we called the insurance carrier directly and completed the cancellation on 3/3. The refund check was sent from the insurance carrier to the dealership, and it was cashed on 3/23. As of 5/2 the dealer has not issued a refund check and multiple calls to them in an attempt to remediate the issue have gone unreturned. I would like the BBB's assistance with obtaining an immediate refund in the amount of $1,385 as we met our obligation and cancelled the policies within 30 days of the purchase date. We would prefer to resolve without engaging an attorney so any assistance you can provide would be greatly appreciated.

  Business response

  05/26/2022

  Business Response /* (1000, 5, 2022/05/04) */ Contact Name and Title: **** D, President Contact Phone: ********** Contact Email: *****@douglasjeep.com We apologize for the delays that Mr. ******* encountered. If possible, please let me know with whom he interacted and with whom he left messages. It is not okay that he didn't get proper follow up. His refund amount is not affected. Check number 1210 for $1385.oo is issued to Achieva credit union and will be overnighted today.

*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. ↩