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:10/18/2024

  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 purchased a 2016 ***** Encore on July ***** and have has nothing but issues since buying it. The very next day I was going through a car wash and my car just cut off and the key fob just fell apart outta the ignition. my keys stomped working. Had to take my car up to the dealership to see what was going on. Then September 9th the car started knocking while driving, again took the car to the dealership and they kept the car for a week saying they fixed it and the day I picked it up and pulled off the lot it s started knocking again. I Then decided to take my carvto the dodge dealership ********** ** and they looked at it and stated it had never been touched,so they fixed it. Then on October 7,24 my abs light came on, traction light came on as well as the engine light. Shortly after a the brake lights came on my brakes started locking up,so again is took the car back to the dealership. I was told they were booked up for the day I'd have to come back, even after I told them my brakes were locking up i was told to drive it and be careful. Ive had my car in and out of this dealership and have had to pay a deductible twice now. I've been offered a rental only twice and as soon. As I take the rental In less than 24 hours I'm being called to come get my car. And then having to bring the car right back to them. I've missed about a total of 2 weeks maybe more due to them. This was my first time ever buying a car and it had been a nightmare! My warranty is about to be out and I'm afraid something else just might go wrong.

  Business Response

  Date: 11/14/2024

  Thank you for reaching out regarding the recent service center visit. It appears that there were two separate issues addressed during your separate visits, each requiring its own repair appointment. Thankfully, the service warranty on your vehicle covered the repair costs, and the $200 fee applied for each visit was your deductible, which is due per service appointment as outlined in the warranty terms.
  If you have any further questions or concerns, please feel free to let us know. Were here to help and appreciate the opportunity to assist you.

• Initial Complaint

  Date:09/16/2024

  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.

  My cars power train control module failed, Chrysler has ordered a remanufactured part from overseas, that part defective, ordered another part, also defective. Chrysler has had our car for over 5 weeks now, telling me it will be at least another 8-10 days.We have a LIFETIME WARRANTY through CHRYSLER MOPAR good until 2096 or ****** miles, covering Power train, Engine, Computers etcChrysler never offered us a Rental through their company.We are Seniors on fixed income, fixed raced to rent a car from Enterprise, so far over 2000$, we have no family in ******* and many Drs appointments.I have called CHRYSLER Corporate in *******, was assigned a caseworker, she is looking into the caseCHRYSLER in Winter Haven, very poor Customer Service.This situation is causing my husband and I a true hardship, having to pay for a rental car.

  Business Response

  Date: 09/17/2024

  We appreciate the opportunity to respond to the recent customer complaint regarding service on their 2013 Chrysler Town & Country vehicle.
  At the time of the service appointment, we informed the customer that the parts to complete the necessary repairs would need to be ordered and there could be a delay. Due to the age of the vehicle, parts are more difficult to source, which is the cause of these delays. To accommodate the customer during this period, we offered a rental vehicle at the rate of $68/day. However, the customer declined this option.

  It is important to note that since the vehicle is over seven years old, the customers lifetime warranty does not cover the cost of a rental vehicle. The customer was informed of this, and after declining our rental offer, stated they would explore other rental providers due to cost. 
  We value our customers and strive to provide transparent communication and quality service. If there are any further questions or concerns, we would be happy to address them.

  The note below is from the Mopar Lifetime Warranty Brochure (which is also attached)

  NOTE: First Day Rental, Rental Allowance, Roadside Assistance, Towing Allowance and Trip Interruption benefits expire at 7 years from the in-service date or ******* miles.
  

  Customer Answer

  Date: 09/18/2024

   
  Complaint: 22294942
  
  I am rejecting this response because:

  when the vehicle was brought to the Chrysler dealership ******************************** informed me that at the time they did not have a Rental vehicle available. I have asked her multiple times to please get us a rental through Chrysler, both by voice mail and direct phone conversations.

  Friday it will be 6 weeks that they have our vehicle.

  Just put a transmission into our vehicle if those replacement parts keep being defective.

  our transmission is covered under our MOPAR LIFETIME WARRANTY which is valid until 2096 or ****** miles.

  the Van only has about ***** miles.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 09/19/2024

  As previously stated, the Lifetime Warranty does not cover rentals after 7years or *******. The vehicle in question is a 2013 Chrysler Town & Country, therefore the warranty will not cover rental costs. To help accommodate the customer during this period, we offered a rental vehicle at the rate of $68/day. However, the customer declined this option. 

• Initial Complaint

  Date:08/31/2024

  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.

  We towed our 2013 Ram 1500 to Dodge of Winter Haven on 8/15/2024 because our power steering went out. It was seen on 8/19/2024. Due to the age, the part they had to put in it is from a junk yard and comes with a 6mos warranty, which we approved. Other than the power steering we had no major issues with the truck at drop off. On 8/30/2024 we go and pick up the truck. I leave the dealership and I notice the steering wheel is crooked and its not driving right. So I put some gas in it and turn around and go right back. The lady told me all the techs are gone for the day bring it back in the morning. I take it home and park it in the driveway and explain to my partner what happened. He drove it and said the suspension is also out on it. 8/31/2024 I arrive up to Dodge around 7:30am. They said the truck showed all of these codes the day they ran it and showed the diagnostic form to me. However, nothing about those codes were on the form to be fixed. Only thing on there was our concern, the power steering and a few other things like a headlight, an alignment, airbag clock spring and some smaller things. We opted for just power steering. As that was already over $2k. They then tell me they will have to charge me for an entire alignment and then another $200+ to diagnose it AGAIN. We dropped it off and picked it up in worse condition than it originally was. They said it could be a tow truck driver problem. Nothing was said to us about the air suspension out while they had it. Didnt find out until we left and my partner drove it. Charging us full price for a junk yard part. And then saying we have to pay again for the crooked steering wheel and to have is diagnosed again. This is the second run in with this dealership we have had. First time we bought new tires they told us to pick it up, get it home and the tire goes flat. Valve stems were bad and they said nothing again. Waited until we left the lot and then said they were charging us for each one.

  Business Response

  Date: 10/03/2024

  Thank you for bringing these concerns to our attention. We take customer satisfaction very seriously, and we would like to address your concerns thoroughly.
  Upon Ms. ********* visit to our service center, our service advisor, noted that the customer vehicle had existing air suspension fault codes. As part of our standard procedure, our service advisor informed the customer of these codes during the initial write-up and offered to investigate the issue. However, Ms. ******* declined this offer and expressed that she was already aware of the problem, wishing to focus solely on the steering issue.
  With Ms. ********* authorization, we proceeded with diagnosing the steering issue and installing a used steering rack as per customer approval. During the repair process, our technician recommended an alignment to ensure optimal performance of the new steering rack. However, this recommendation was declined by Ms. ************** believe that we have fulfilled the scope of work that was agreed upon, which included diagnosing and addressing the steering concern. As Ms. ******* declined additional recommended services, and all work was completed with customer prior approval, we do not believe any additional compensation or action is warranted at this time.

  Customer Answer

  Date: 10/03/2024

   
  Complaint: 22223184
  
  I am rejecting this response because:
  
  

  100% my initial complain was about the power steering but it was never made clear to me that it was having air suspension issues BEFORE the work was done AND paid for. When I picked the truck up and left, I made it to a gas station 5 minutes away, got gas and turned around and came back because of the issues it was having with a crooked steering wheel and the air suspension. Once I got back THATS when a tech was brought out to show me a list of codes the truck was throwing. Not before I paid. Why would I pay for an inspection just to bring it back and ask for another? I was never made aware of half the codes that tech showed me prior to paying and leaving and then coming back. 
  The initial link sent to me with all recommended fixes on it did not include ANYTHING about air suspension. You can go back and look at the link sent to me. I never declined work on the air suspension because it was never once offered. 

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

  Business Response

  Date: 10/18/2024

  Hello, please see the attached Multi-Point Inspection and Repair Estimate, both documents recommend the repair that would correct the steering wheel position. The repair would be to replace the Air Bag Clockspring which is the active repair code for steering wheel position sensor. This issue was presented to the customer with the option to repair at time of power steering repair, however it was declined. The decline is noted on both forms and signed by the customer, **** *******.  

  Customer Answer

  Date: 11/11/2024

  The provided answer about the clock spring and the steering wheel position was declined yes. 
  prior to that they never said if you do not do this your steering wheel will be completely crooked. 
  

  However.. the bigger issue is that the air bag suspension was WORKING FINE prior to taking it in and then when we picked it out it did not work AT ALL. Making the truck not drivable. The steering wheel being crooked, you can still drive with it. You cant drive that truck without suspension. 
  
  I missed the ten day **** to respond due to work. 

  Customer Answer

  Date: 11/12/2024

  The provided answer about the clock spring and the steering wheel position was declined yes. 
  prior to that they never said if you do not do this your steering wheel will be completely crooked. 
  

  However.. the bigger issue is that the air bag suspension was WORKING FINE prior to taking it in and then when we picked it out it did not work AT ALL. Making the truck not drivable. The steering wheel being crooked, you can still drive with it. You cant drive that truck without suspension. 
  
  I missed the ten day **** to respond due to work. 

• Initial Complaint

  Date:08/28/2024

  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 bought a 2018 Kia **** on 6/18/2022. At the time of purchase, I was advised that the vehicle had one owner and was never in an accident. I signed a Carfax stating same. My wife was involved in an accident on 5/24/2023. I had to submit a current value of my vehicle to DCF when applying for ******** for Disabled person. I tried to get a value via KBB and was advised that a value could not be given due accident damage. My wife attempted to file a diminished value claim with the at fault driver from the 5/24/23 accident.We were advised that they could not go forward with the claim due to an April 2022 accident the vehicle was involved in. I contacted the dealership and spoke with *************************** who sent me a copy of the Carfax I signed on the date of purchase as well as a current Carfax that was ran on 8/20/2024. On the August 20, 2024 Carfax, Dodge was marked the owner of the vehicle on 6/1/2022.Accident damage was reported to Carfax on 6/7/2022. I purchased the vehicle on 6/18/2022. Dodge had knowledge of the accident damage prior to the time of my purchase and yet still lied to me. Had I known the vehicle was in a prior accident, I would have NEVER purchased it. Additionally, I do not believe *********** would have permitted this to go through being that I rolled another car into this car. I am now paying over $30,000 for a vehicle that has NO value. Copies of the Carfax can be forwarded to you should you request them.

  Business Response

  Date: 09/10/2024

  Thank you for bringing this matter to our attention. We understand our customers, *****************************, concern regarding the accident reported on his Carfax history that coincided with the time of purchase at our dealership.
  Upon receiving this complaint, we promptly reached out to ****** to investigate the issue. ****** has informed us that the accident was reported in error, and after a thorough review, they confirmed that they have no evidence of such an accident being reported. As a result, they have updated their records to reflect this correction, we have attached the current CarFax report.
  We sincerely apologize for any inconvenience this may have caused and appreciate your patience while we worked to resolve the matter. If you have any further questions or need additional assistance, please dont hesitate to reach out to us directly.

  Customer Answer

  Date: 11/08/2024

  This complaint has not been resolved.  What happens next?

  Customer Answer

  Date: 11/11/2024

  Nothing has been resolved with respect to the above issue.  It is listed as a repair issue, when in fact it is a fraud issue.  After going through my email to follow up, I recently found correspondence that states my case was closed.  Please advise how to reopen this case and what my next steps are.

  Business Response

  Date: 11/11/2024

  We stand by the response. No further action is required. 

  Thank you for bringing this matter to our attention. We understand our customers, ****** ********, concern regarding the accident reported on his Carfax history that coincided with the time of purchase at our dealership.
  Upon receiving this complaint, we promptly reached out to ****** to investigate the issue. ****** has informed us that the accident was reported in error, and after a thorough review, they confirmed that they have no evidence of such an accident being reported. As a result, they have updated their records to reflect this correction, we have attached the current CarFax report.
  We sincerely apologize for any inconvenience this may have caused and appreciate your patience while we worked to resolve the matter. If you have any further questions or need additional assistance, please dont hesitate to reach out to us directly.

   

• Initial Complaint

  Date:06/28/2024

  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 took my vehicle in for a recall repair 6/27/2024. I dropped my vehicle off at 12pm, and they pulled the vehicle back at 2:14pm to fix the recall. I drove my vehicle to this shop (20 mins from my house) and my vehicle was in perfect running condition other than the shift which was the recall issue. Now, theyre saying the coolant hose busted (while in their possession and even burned the guys face that was working on it). I did not have any issues with my coolant hose before dropping my vehicle off and the damages occurred while the vehicle was in their care and possession. They refuse to fix their mistakes and are bullying me into fixing what they broke. They have insurance for these specific reasons, its completely unprofessional to have a customer fix an issue that occurred at their hands.

  Business Response

  Date: 07/15/2024

  Thank you for contacting us regarding this customer concern. During the service appointment our technician discovered that the customers vehicle, ********************** Dart, had a heater hose that had ************* in the crack and electrical tape wrapped around it. As this issue existed prior the customers visit to our repair facility, we are unable to cover the repair under our insurance.

• Initial Complaint

  Date:05/03/2024

  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.

  I had been getting oil ch ages through dodge Chrysler jeep in winter haven ever since i purchased my vehicle. One time i took my vehicle for an oil change and my check engine light was on. After they checked the light on their monitor I was told that I needed a battery for my push to start feature that was on my truck. The next oil change I asked them to go ahead and add the battery in. The same day I picked up my vehicle it was driving rough so I turned around and told them that I didnt drive my vehicle to them in this condition and something seemed to be seriously wrong. I was told that it was no problems and maybe because it wa as fresh oil change the vehicle was why it was riding the way it was. The very next day I woke up my vehicle was blowing out white smoke from the tail pipe. I contacted dodge on an assumption that they possible put the wrong oil in my vehicle. Dodge took the vehicle back because they themselves didnt understand why my vehicle was giving them problems as well being that I only came in for an oil change and a battery replacement. After checking my vehicle I was told that my top end needed to be rebuilt. During this time I stated several times that I wanted to make sure that they got down to the problem that caused the problem and not just fixed the problem that presented itself. I was reassured several times that after breaking the engine down everything will be properly fixed. I was then told to reach out to Chrysler dodge Jeep to see if I could get any assistance because after finding out that my vehicle had major problems and not once given me any alerts then it was possible that something was wrong with the build of my vehicle and it was not my fault. After going back and forth Chrysler decided to pay $4000 or $5000 I ended up paying Almost $800 out of pocket. And thats after I was told I wouldnt have fo pay anything. I agreed to go ahead and pay because I was told my vehicle would be back to its normal working condition once I fixed the top end.

  Business Response

  Date: 05/09/2024

  We are writing in response to the recent complaint filed by ********************* regarding the service provided to her 2019 *************. 
  Upon reviewing ************************* case, it is important to provide context regarding efforts made to accommodate her needs. Initially, our technicians diagnosed an issue with the engine in ************************* vehicle, which was subsequently discussed with her. After thorough consultation with Stellantis and Jeep representatives, it was determined that the cylinder heads would be approved for replacement, rather than the entire engine.
  In accordance with the decision made by the manufacture, we proceeded with replacing the cylinder heads, which incurred a cost covered partially by ****************** and ********************* herself through a deductible. Throughout this situation, we negotiated lower rental costs and extended rental periods to minimize inconvenience.
  We have even extended a generous offer of $1400 towards the repair to facilitate the installation of a used, low-mileage engine. Despite our efforts to communicate with *********************, she has not responded to our attempts.
  
  

  Customer Answer

  Date: 05/09/2024

  Im writing you all back because I ran out of room on my first response! And to see the business response to say I havent responded to any of their attempts is mind blowing for me! I have been the person making majority of the calls to the business and Chrysler dodge jeep customer service! All I keep getting from the business is its my problem and all they can do is refund me for the payment that I paid from the first job and help me with a rental of $40 a day with a coverage of a $600 limit. Dodge of winter haven is telling me that Im responsible for their mechanic wrongfully diagnosing my vehicle. From day one I was asking them to make sure they fix the root of the problem and not just the problem. They assured me that my vehicle will be fully fixed and freely to drive. I received my vehicle back in the beginning of the year and only had it no more then 2 weeks and a few days before my check engine light came on! I told them from the first day of receiving my vehicle that it was driving too rough they then assured me that it was mainly because everything was new and the vehicle had to be broken in. I have no other transportation this has been the worse rollercoaster back and forth ride ever. Dodge workers have ignored me overlooked me told me anything to get me out of their office and even told me that they reached out to Chrysler customer care several times and I confirmed with Chrysler that no one reached out but me at times. Im truly hurt behind being treated so poorly and I need help as much help as I can get. To even see they said that I havent responded to any of their attempts is a insane accusation towards me being that I was in a charger rental car from them for almost 2 months. When I went to turn in the charger they tried to give me a very small truck because they said they had zero vehicles to rent to me I asked them to please contact me when they have something better because I wasnt comfortable with what they were trying to rent to me. Friday came and I never got a call to come pick up a rental instead I only got a call asking me what was I going to do about replacing my engine. I had recently spoke with the manager with my boyfriend on the line and we told him that I wasnt comfortable with replacing the engine because if Chrysler gave me a courtesy pay then I felt robbed of my only courtesy pay because they gave me the wrong diagnosis. So the whole time they said I needed a top end replaced I really needed a engine. I was told the vehicle is doing the exact same thing that it did the first time thats exactly why they reached out to Chrysler customer service for a second time to see if they would further pay for the damages. Once Chrysler customer care told them no they are now telling me Im responsible. Chrysler customer care told me that its the business fault that they didnt fully fix my vehicle so thats why Im here because I need help with them taking accountability on what happened to my vehicle. 

  Customer Answer

  Date: 05/09/2024

   
  Complaint: 21664259
  
  I am rejecting this response because:I have been speaking with the business on several occasions since they have had my vehicle majority of the contact has been on my end of me reaching out to the business or of me pulling up to the business. Im not sure why they stated that I havent made and attempts to respond to them but I am in **** need of help. There are recorded calls that were made with Chrysler customer care on several occasions due to the lack of the help from the business and also the fact of the business telling me that they opened cases that Chrysler said no one but I opened. Im not understanding why they are giving me such a hard time when all I did was trusted them with my vehicle since I have had my vehicle. I trusted their diagnosis and I trusted their work. And in the end my vehicle is not drive able and Im left without a vehicle and thousands of dollars due in bills. Im reaching out for help because I havent done anything wrong but trusted my number 1 dodge Chrysler dealership in my area! I have been patient even when I have noticed the lack of patience from the manager and co workers I have been kind even after I have been told that what I was told by the dealership wasnt the correct information and none can tell me why I was told what I was told I am asking for help because I feel that I have been treated very poorly through this entire situation. Once I was told the rental they gave me was gonna be $10 a week later they told me it was $20 and a program that they only advertised online. Last I was told the program was done for and the fee would be $40 to rent a vehicle from them because they usually charge $80 to rent their vehicles. Its like everything that they have been telling me is to run me around into circles to kill time and Im at the end of my span I dont know what else to do I was told to contact the BBB because this is my next level of help that I can receive when a business treats u in the kind of manner 
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 05/21/2024

  Please Im not understanding how my complaint is In reference to them misdiagnosing my vehicle and fixing the wrong problem and now they are saying that problem came back again but even worse this time so I dont understand how they are stating that Im responding but not in reference to the actual problem at hand 

  Customer Answer

  Date: 05/21/2024

  Please Im not understanding how my complaint is In reference to them misdiagnosing my vehicle and fixing the wrong problem and now they are saying that problem came back again but even worse this time so I dont understand how they are stating that Im responding but not in reference to the actual problem at hand 

• Initial Complaint

  Date:12/20/2023

  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.

  On 12/1 I purchased a radio store certificate from a local radio station for Winter Haven Chrysler Dodge in the amount of $325 redeemable in the service department. My truck, a1998 dodge Dakota check engine light was on I also needed an oil change and at least one tire. I made a service appt for 12/2. Immediately I began to feel I made a mistake. The dealership was unable to diagnose or work on my vehicle because of how old it was **** standard oil change special of two oil changes and tire rotations for $100 was not available because my oil was not kept in stock. My tires also were not in stock. My final bill upon check out was only 120 something. The gift certificate was non negotiable and no change can be given so it was crucial to spend it all. I suggested a new battery because the difference was around 200 and thats what they go for . Again they were not in stock and at that point my advisor, a very young kid named ****, assured me he would keep my account open and call me the following business day and we would spend the balance . I stressed to him I wasnt comfortable and I couldnt afford to waste 200 bucks on services not rendered. He did not call me the next day and I called the service department every day for a week before finally getting **** back on the line only for him to tell me he was checking on my options and to expect his call later that day. I have never heard from him again. The service **** never picks up or calls me back. I have emailed the service **** manager, the general manager and owner and received no responses. I filed a formal complaint with dodge. Its Christmas time and I am begging for this to be resolved immediately. Its not right to let me buy a certificate they cant honor and instead of refunding they just ignore me and refuse to answer my attempts to be compensated. Very disappointing frustrating and wrong on every level

  Business Response

  Date: 12/26/2023

  WE have left a voicemail for the guest to resolve the issue. A battery was ordered for her vehicle and is now in stock. We would like to replace the battery per the guests request to use the whole coupon. 

  Customer Answer

  Date: 12/30/2023

  I did speak with the service manager, ***** at the dealership. He was very professional and apologized for the inconvenience.  I advised him that my truck is currently not running because it needs a fuel pump and he told me he would check on part cost and labor to replace . He said he would call me back yesterday (Friday) and he didnt. I called and left him a voicemail this morning and hopefully will call me Monday and we can come to an agreement about the gift card balance 

  Customer Answer

  Date: 12/30/2023

  I did speak with the service manager, ***** at the dealership. He was very professional and apologized for the inconvenience.  I advised him that my truck is currently not running because it needs a fuel pump and he told me he would check on part cost and labor to replace . He said he would call me back yesterday (Friday) and he didnt. I called and left him a voicemail this morning and hopefully will call me Monday and we can come to an agreement about the gift card balance 

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 21034067
  
  I am rejecting this response because:
  
  Two days after this response was received from the dealership, I spoke with ***** who is the service department manager. He was completely apologetic and very eager ., or so he seemed to resolve the matter. I explained to him that since I had the issue my truck is broke down. We discussed the dealership repairing my fuel pump or maybe making a special exception and  cashing out my certificate and paying me the unused portion. Regardless he told me he would check on a couple options and contact me again within 24 hours. I have never heard from him again and *** left several voicemails. Im outraged that he even contacted me at all because it was all lies.
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/19/2023

  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.

  On 10/28/20, I purchased a 2020 Dodge Challenger Hellcat from Winter Haven Dodge. Previously they had sold me an obvious flooded vehicle. I contacted the owner and he agreed to take the flooded 2019 back and replace it with the 2020, plus some cash on my end. I agreed to the deal and picked up the 2020 on the above date. When we went into the ************** I was rushed and excited about the new vehicle. Last month, I sold the car to a private individual and reviewed all the old paperwork. I discovered a line item for "Dent and Ding" at a cost of $195.00 plus ***** in tax. I was never asked if I wanted this coverage by the manager. It was just an added on line. Last month when I discovered this, I contacted ***************************, the General Manager. He sent me copies of the original sales contract for the car purchase and a copy of the "Dent and Ding" package I was never aware of. I NEVER received a copy of said contract. When I examined the secondary contract, I immediately noticed that my signature was forged. I will assume that the finance manager signed my name to the document. If you examine the signature on the sales contract as opposed to the "Dent and Ding document, it is obviously not my signature. This looks like a fraud to me. I am demanding $208.65 refund and an apology for this obvious scam. If they did this to me, I can only imagine how many others may have had the same problem. Paying for a line item and not being aware. I realize it has been 3 years, but having my signature forged is a serious offense.

  Business Response

  Date: 01/03/2024

  The buyers order along with other supporting documents listing the Dent and **** were signed by the customer. The Dent and Ding contract is signed digitally and could appear different than a physical signature.  

  Customer Answer

  Date: 01/03/2024

   
  Complaint: 21029334
  
  I am rejecting this response because:

  I have "docusigned" forms in prior transactions and my name is clearly spelled out and recognizable. The signature on that Dent and Ding contract is a forgery. The automated signature is readable as the person's legal name. The "scribble" on that contract looks clearly like the dealerships employee "scribble". I contend that that person signed my name to that contract illegally as it was NEVER mentioned during the sales transaction. He forgot about it and conveniently signed my name to cover his mistake. If all their documents are electronically signed, why does the sales contract show my actual signature? I am  clearly owed the payment for an unauthorized purchase and potential forgery. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/30/2023

  Type:Customer Service 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.

  Hello, My name is ********* ****** and I purchased a brand new Jeep Wrangler from the Dodge Chrysler Jeep RAM Dealership in Winter Haven, FL in July 2020. Everything was working well until around 30/K miles when the Jeep began to intermittently not start up and the steering wheel would lock. I took it to several dealerships several times and no one was able to fix the issue. Each time after getting my Jeep back the issues became more recurring leaving me stranded all over the Tampa Bay area causing me to have the Jeep towed several times. July of this year my Jeep was towed to the same dealership where I purchased the vehicle and the batteries, fuses, and PCM were replaced and after 30 days my Jeep was returned back to me. Shortly after leaving the dealership the check engine light came on and I had to return back to the dealership on another day to have a setting reset. Unfortunately, the Jeep left me stranded again and was towed to the dealership in September. After a few days I received a call that my Jeep was ready to be picked up. I rushed to pick it up before closing, only to arrive to an inoperable vehicle. It has now been at the dealership for over 60 days after previously being there for the same issue for over 30 days. I feel my Jeep is being held hostage and no one at your dealership has been able to fix my vehicle in a timely manner.

  Business Response

  Date: 12/13/2023

  Upon investigating the customer's complaint regarding their Jeep purchase, we acknowledge the challenges they faced and are grateful for the opportunity to work towards a satisfactory resolution. After a thorough review of the situation, we were able to reach an agreement with the customer to trade their existing vehicle for a different model that meets their expectations.

  Customer Answer

  Date: 12/13/2023

  
  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

  Date:06/15/2023

  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.

  end of may 2023 brought my 2010 jeep to dealer to fix .I told them problem was in stearing column they did dianostic .$ 1250.00 they said fuse box and main computer $ 3500.00 done ok .end of may they gave back 4 days later same problem took back to them said they would fix problem now asking for $2000.00 for part in stearing column . cant get wire harnes , in column

  Business Response

  Date: 06/26/2023

  When vehicle was in our shop it was in limp mode engine barely ran. Customer was complaining of multiple issues between engine and electrical issues with interior parts, technician was only able to diagnose engine electrical problem withing the diagnostic time that customer had approved at the time vehicle was in shop. Customer then approved the repairs that was able to be duplicated at the time, which was only the engine issues, technician then proceeded to repair the findings and was able to get the vehicle running properly at that time. When the vehicle was running properly and still wasn't able to duplicate customers concerns with the interior issues, wipers staying on and headlamps staying on and advised customer that we weren't able to duplicate other concerns and there was no addition diagnostic charge for the other issues. Customer then proceeds to bring vehicle back to shop where we did a free diagnostic for customer and was able to duplicate the other electrical issues as possible tipm issue and body harness issues that is discontinued at this moment. With the age and miles on the vehicle it may need more repairs. Some of the parts for this vehicle are no longer in production and we are unable to get them. We had to send the PCM out for repair because we can not get it any longer. We have a $250.00 discount on the repairs the customer approved on this visit.

  Thanks