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:03/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting this formal complaint regarding the unacceptable service I received from ********** Chrysler Dodge Jeep. I am extremely dissatisfied with their failure to properly diagnose and address critical issues with my vehicle, resulting in an additional $13,000 in unexpected repair costs.On August 1st, 2024, I brought my vehicle to Chrysler Dodge Jeep for service and was assured that all necessary repairs were completed. However, despite their assurances, the underlying mechanical issues persisted. I returned to have these concerns addressed, but the dealership either failed to properly diagnose the problems or outright dismissed my concerns. Due to their negligence, I was informed that the initial issues had never been properly addressed. As a result, I incurred an additional $13,000 in repair costs that could have been avoided had Chrysler Dodge Jeep performed their due diligence from the beginning.I am requesting the following resolution:Accountability A detailed explanation of why my concerns were ignored and what corrective actions will be taken to prevent this from happening to other customers.Formal Response A written statement from Chrysler Dodge Jeep addressing this complaint and how they intend to rectify the situation.I trusted Chrysler Dodge Jeep to provide honest and professional service, and their failure to do so has not only caused me significant financial loss but also undue stress and inconvenience. If this matter is not resolved promptly, I will be forced to explore further action, including legal avenues.Sincerely,******* ****

  Business Response

  Date: 03/24/2025

  Thank you for taking the time to voice your concerns. We take all BBB complaints very seriously and appreciate the opportunity to address yours.
  
  
  We understand that youve spoken with us multiple times, as well as with Stellantis. The initial issue was the water pump, and while I personally appealed to Stellantis to overlook the ****** miles driven since that repair, they ultimately determined that due to the vehicles age and mileage, it did not qualify for goodwill assistance.
  
  
  That said, we took your situation into careful consideration and negotiated the repair cost down to the lowest possible price. We truly regret that youve experienced this kind of failure with your Jeep and want you to know were doing everything in our power to get you back on the road as quickly and affordably as possible.
  
  
  

• Initial Complaint

  Date:10/28/2024

  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.

  On 10/19, I took my jeep in for an oil change and tire rotation. While there, Soosh advised I also get a fuel induction service. After being at the dealership for over 6 hours for an oil change, tire rotation and fuel injection service, I was told that after the test drive my car is now "shaking" and a alignment was recommended. When driving off the lot, I returned back to the repair shop as my jeep was shaking uncontrollably at 45 mph. Shoosh suggestion was I need new tires..........no one bothered to ask me if I would like my d*mn tires balanced to help with the shaking..Two days later my engine light is on with code P0456, "small evap leak" very interesting how this code is related to my fuel system which was unnecessarily serviced by this shop!!!Again, there was NOTHING wrong with my jeep and now my check engine light is on after service!!!!!! I do not trust this dealership and want my money back from service performed related to the fuel injection which totaled $119.95. I'm willing to take this to small claims court, I don't trust this shop or the people working here and do not want to make this right by having you work on my jeep again.

  Business Response

  Date: 10/28/2024

  I apologize for the issues you've experienced following your recent service. I understand how frustrating it can be to have concerns after maintenance, and I appreciate the opportunity to address them.
  Regarding your tires, its important to note that infrequent tire rotations can lead to uneven wear. When rotated, these tires can sometimes cause noticeable vibrations the tires may need to be rotated back or replaced.. Id be happy to balance the tires for you at no additional charge to help.
  Additionally, the P0456 code you mentioned is related to the **** system near the fuel tank and isnt associated with components in the combustion chamber, which the fuel service directly targets. However, Id be more than willing to diagnose this issue for you at no cost. This is a known issue for your vehicle's make and model, as outlined in a ***************** Bulletin, I have included it below.
  Again, I apologize for any inconvenience and truly want to ensure you have a positive experience when servicing your vehicle with us. Thank you for your patience, and please let us know how we can assist further.

• Initial Complaint

  Date:03/28/2024

  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.

  We experience catastrophic engine failure on our 2016 Town and country. We had it towed to Mall of Georgia Chrysler on January 8th and filed a claim with a warranty company We had. After a period of around 50 days, we discovered they would nor cover our repairs. At that point we asked the mall of Georgia Chrysler to repair the vehicle and we would pay for it. He quoted us 4250 for repairs. We paid 3500 upfront, the rest to be handed over when the vehicle was repaired. We then received a call that the work was done but the vehicle was still not repaired and ************ did not know what was wrong with it. At that point we experienced over a week of him telling us he was going to figure out what was wrong. At no time did he give us any further estimates or quotes. At the end of the week, he said the required repairs were going to be almost 9000 dollars. He also suggested that we discuss a new vehicle with his sales team at that time. We decided to shop around for a better deal. We found another mechanic willing to do repairs for much cheaper and I decided to move the car there. On Monday, March 25th, I called called of Georgia Chrysler and explained that I was getting the vehicle towed that afternoon and wanted to settle my account. He was unsure the vehicle would be ready. That afternoon when my tow truck was there he called seeking an additional 3800 dollars. The vehicle is still not repaired and 3800 dollars is far too much beyond the 750 I expected to owe for the work he did. It implies over 3000 for diagnostics, since no other work was performed. I would not pay that amount and now he will not return my vehicle to me without full payment for that amount.

  Business Response

  Date: 03/29/2024

  The initial repair estimate amounted to $7200, and it received verbal approval from your father, as evidenced by a recorded phone conversation. An inspection conducted by the extended warranty revealed damage to the camshafts, for which they would have sanctioned repairs. Regrettably, you failed to adhere to the vehicle maintenance terms outlined in the contract. I'm presently liaising with your warranty provider to seek a resolution to this issue on your behalf. The outstanding balance for the initial repairs remains due. Although the initial concerns have been addressed, there are additional issues with the vehicle requiring further repairs. We will continue to endeavor towards resolving this matter in the most amicable way possible.

  Thank you

• Initial Complaint

  Date:12/20/2023

  Type:Billing 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 have been affected by identity theft and observed unauthorized transactions and other dubious activities associated with my identity. I have already filed a report with the police, but I am seeking further assistance to address this issue. My objectives are to recuperate my financial losses, restore my reputation, and remove the fraudulent inquiry from my credit report. I would greatly appreciate your guidance and support in resolving this situation. MALL OF GEORGIA CHRY Inquiry: Aug. 04, 2023

  Business Response

  Date: 12/20/2023

  We have gone through all of our customer data bases and we have no record of a ***************************************** ever being a customer here. Furthermore, when we do run credit for a customer we are listed as ******** of ********************** not Mall of Georgia ******. I have attached the last page of a Transunion credit report showing ** listed a ******** of. 

• Initial Complaint

  Date:09/19/2023

  Type:Service or Repair 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.

  On 9/16/2023, I paid for a tune-up on my 2008 Jeep Commander. I thought the pricing was high, but I really needed the service. The service rep. discussed supply chain issues and part price increases, but there is no way this covers the upcharge for this service. As I've sat with it a couple of days, and reviewed by ****. I was charged $577.20 for labor. if divided by 3, that is $192.40. I called the dealership and was informed that general labor is $150 per hour for brakes, and mechanical work is roughly $190 per hr. It is pretty clear to me that I was gouged for additional labor hrs. because it certainly should not take a trained technician 3hrs hrs. to exchange spark plugs. I don't mind paying for service, i do mind being gouged. The amount was ridiculous, and they will likely lose my business moving forward..

  Business Response

  Date: 09/19/2023

  I understand that you feel we gouged with the pricing. The repairs on your vehicle could not be performed by a level 1 technician that is why you were charged the mechanical rate. We do not want any of our customers to feel they were takin advantage of. Please call me and we can discuss what you would consider fair pricing for the repairs on your vehicle. 
  

  *********************

  ************

  Customer Answer

  Date: 10/13/2023

   
  Better Business Bureau:
  
  

  Good morning,

  I did see that you have closed the complaint.  I wanted to detail that I was indeed satisfied with the settlement and good faith effort made by Mall of ** DCJ.  ****************** was understanding and did offer a $150 dollar settlement which satisfied my complaint.  Thank you for your assistance in this matter.

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

• Initial Complaint

  Date:07/18/2023

  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.

  My 2013 Jeep Grand Cherokee experienced issues Friday, June 23rd. The service department received my vehicle on June 24th, late evening. At this time, I explained to the service representative that the error code reading was P0456 which speaks about the catalytic converter fuel efficiency. The service department diagnosed the catalytic converter recall issue on August 26th and determined it was not the main issue with the vehicle. I received a call later in the evening from ****** stating that both fuel pumps needed to be replaced. They performed the work, and I picked up the car on July 3rd. The check engine light returned on July 7th. I called on July 18th to inform ****** of the issue with the same code (P0456). He instructed me to bring the car to the dealership, and it would be examined to determine the problem. Upon arriving at 11:15 AM, I gave my key to someone in the service department and proceeded to wait. Within 10 minutes, ****** informed me the service department still needed to address the codes because I only requested replacing the fuel pumps. Ishowedw ****** where the codes were active before submitting the car for repair. He became visually irritated and extremely combative. He was dismissive to the point that the service representative in front of him apologized on his behalf. After waiting for the manager for 30 minutes. I got my keys and left. I live in Marietta and drove 75 minutes to the location. He became dismissive after I stated that I did not understand and it did not make sense. It is now 4:55 PM, and I have not received a call from the manager. As promised, the service department did not examine the car while I was there. I just spent $2800 for a repair. I do believe I deserve better service than I experienced today.

  Business Response

  Date: 07/19/2023

  Spoke with **************** here and apologized for the behavior of the service representive ******. Explained that we would inspect his car at no charge if he would like to bring it back to our location. 

• Initial Complaint

  Date:06/06/2023

  Type:Service or Repair 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.

  Do not bring your car to this dealership. You will be in a worse situation than when you started. I was in contact with the Mall of Georgia Jeep dealership starting on 5/22/23. I informed them that my vehicle was getting towed to them and that I wanted to give them a heads up. Soon after, my vehicle arrived and I was contacted to be informed that it was received. I explained the situation and was told I would be contacted with an update the following day, 5/23/23. I did not get a call at all to inform me of the situation. I had to call myself on Thursday, 5/25/23 to get an update and I was transferred multiple times to my service advisor, but could not reach him. I sat in hold waiting for over 30 minutes, only to finally get someone on the line and I was told that my service advisor, ******, had been out sick all week. Thats where the problem started. During that time, I had spent $900 on a rental car for the week and actually ended up having to extend the rental for an extra week because they had no service advisor and no information on my car. The next problem began after we were informed that my car would be there for yet another week. Apparently, they were waiting on a wheel base to arrive and it would take a week to get there. They let us know that if we went to get the wheel ourselves then the car would be finished the next day, 6/2/23. No problem right? My boyfriend goes to pick up the wheel and drops it off to the dealership and he asks for an update on the car in person. He is then told by ****** that he cant pull up the service report. how can you work on someones care if you dont have a service report to tell you what needs to be done? Of course, another problem. Unfortunately at this point, I no longer have the rental car as it had already been turned back in the day prior to 6/2/23, because I was told that my car would be finished. I was made aware that my car would be finished around 12 pm on 6/2/24, but the day I was meant to pick it up, I hadnt received a call. I took it upon myself to call and see if there was a possible update. After being transferred multiple times yet again and being on hold for 20 minutes, my service advisor, ****** finally picks up and tells me that they are waiting on a new tire to arrive. Thats great and all, but why wait on a new tire when there are brand new tires inside the car waiting to be put on?? At this point, I am baffled that there was no knowledge to the fact that there were brand new tires in the car, VISIBLE to see that could be used. That told me all I needed to know right there. My car hadnt been touched in the week and a half that it was there. ****** then tells me that the car will for sure be done that afternoon, keep it mind they close at 7:00 pm and I am speaking to him about this issue at 4:00 pm. He tells me that the situation has been escalated to the manager and it is being handled. Turns out that was a lie, the manager was out sick and the second manager was not aware of the situation. Come 5:30 pm, I still dont hear anything. As I arrive, ****** proceeds to call me from his personal number and I do not answer. He then texts me saying he is my service advisor. I then tell him that I am at the desk. Theres no reason to avoid the issue now. He finally makes it up to the service desk and tells me that my car is finished. My boyfriend and I watch at one of the mechanics take my car for a test drive and I immediately see that my car is not fixed. My alignment is still off and my car is hobbling along. The mechanic speeds out of the parking lot, alignment still messed up and everything. All they did was slap on the tires and call it a day. I look at ****** and tell him that my car is not fixed. He then huffs and rolls his eyes as if hes been the one who was inconvenienced in some way. I tell him that I am not taking my car if it is not finished and ask for the manager. I then speak with the line foreman, *****, who is just blowing smoke up my behind and giving me some excuse that doesnt make sense. I then speak with one of the managers of the store, **** and tell him whats going on. It seemed as if he didnt know what was going on so we got him up to speed on the situation. We have a conversation and he apologizes for the inconvenience and will see what he can do. I come back the next day with my father and my boyfriend and the car is claimed to be fixed, but issues still present. My boyfriend and the manager, **** go on a test drive and my boyfriend makes a list of the issues that are still present. We are made aware that for full repairs it could be $11,000, but what they recommended was not needed for it to be repaired. We were then allowed to go under the car under the lift and look at it ourselves and inspect with the **************************. They then quote ** $3-4,000 for whats really needed and we would be contacted Monday, 6/5/23 with the quote on paper and an invoice. They were supposed to also be assisting in getting a courtesy vehicle. We were not contacted Monday and assisted with a courtesy. That was completely disregarded We didnt get any other information until Tuesday morning, 6/6/23, today, and we are informed that we are quoted $18,000 in labor for things they dont need to fix. At that point, i might as well spend $18,000 on a new car. Not car thats PAID OFF and has ****** miles on it. On the invoice, we are charged for new breaks, but new breaks are already on the car, quoted $10,000 for a subframe alignment in which was not mentioned, because I did not need it. An apparent oil leak, which is a lie because there were no issues with the car prior, aside from a recall on ALL renegades for the oil consumption, which has already been addressed. The way the people at this dealership function is absolutely unacceptable and they are scamming customers left and right. Each employee I have spoken with is responsible for their actions. I will NEVER be going to this dealership again. I have nothing but negative things to say.

  Business Response

  Date: 06/07/2023

  We are sorry for the short sightedness of our employee in not getting your vehicle handled in a timely manner. Your vehicle was ready that day but as we showed you are your family there were other issues with the vehicle. We hope you are able to get it repaired with someone you trust. We wish you the best.

  Customer Answer

  Date: 06/07/2023

   
  Complaint: 20150692
  
  I am rejecting this response because:

  The day we came the car was not ready. On 6/2/23, I had to call myself to get an update and I was told by ****** that they were waiting on a tire to arrive. There were brand new tires in my car, which proved the point to me that my car had not been touched at all the first week it was at the dealership. I was contacted later on and told that the situation had been escalated to a manager, so it would be ready that afternoon. Around 6:00pm, my boyfriend and I arrived to the dealership and I was told the car was ready. It was not. It was taken for a test drive and my alignment was still messed up and only the tires and new wheel, in which were both provided by us, had been put on. I asked for a manager and was told that the manager was out sick. Meaning, that no manager was aware of the situation at all. After going through speaking with **** and *****, I was told my car would be ready the next day, 6/3/23 and we also made the dealership aware that we would come back the next morning as well. We arrived and the alignment situation had been handled, but there were still issues with the control arm, wheel bearing, and the car pulling to one side, along with a few other issues so therefore the car was not ready. I was told I could take it as is with the issues that were still present. Thats not really an ideal situation for a car to be a reliable car. I was told we would have a quote sent to us the next day for what all needed to be done and a situation for a courtesy car would be worked out. I was also verbally quoted about $3-4,000 for what was needed, only to receive an on paper quote of $18,990 to be exact, on yesterday, 6/6/23. 

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

  Business Response

  Date: 06/07/2023

  I truly feel for your situation but based on the surrounding circumstances we no longer feel we will provide the level of service you deserve. I have waived all fees there is no bill I spoke with a ************** this morning and informed him of this. I honestly wish you the best and regret you did not have a better experience with us.  

  Customer Answer

  Date: 06/07/2023

   
  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. I appreciate them taking the time to review and respond to this complaint. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:05/10/2023

  Type:Service or Repair 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.

  5/9/2023, I had been given a price for engine repair of ****, **** being labor, which turns out to be 42% higher than average repair for the area. 2 days later additional issues were identified resulting in an additional **** parts/labor. 3 days later and again additional issues with an estimate of ****, **** of which were for parts and *********************************************************************** the ******************************************* for 600 additional labor for labor covered in a previous quote????

  Business Response

  Date: 05/10/2023

  Unfortunately we ran into previous workmanship issues. I know **** has been doing his best to get an accurate estimate on the repairs. Do to the nature of what we have found hopefully we will be able to find overlaping time and reduce the cost if that occurs. Feel free to come by again if you have more questions. 

   

  *********************