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:02/02/2025

  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.

  They did diagnostics/testing and told me I needed a transmission replacement and the part was on back order. This led me down this HORRIBLE 'situation' with Stellantis, Jeep, Mopar, and the Bill Estes Jeep dealership in **********. (Check out my posting in ********** Chatter on social media in an attempt to be heard) ************************************************* Nov 11 I received no updates from Jeep or Bill Estes on the part or the warranty situation. I always have to drive there to confront them at which they deflect and scapegoat former employees.After a heated exchange with someone at **********'s case management a couple of weeks ago they offered and covered a couple of car payments for the lack of customer care I was getting and the fact my case manager was ignoring me (calls and emails, see attachment). I also was able to locate the transmission which has been at the dealership.I keep getting the 'we can't put the transmission until approval'. Bill Estes Jeep has said the part was approved by *****..my warranty carrier. I mean I'm bamboozled over this.Can someone just check this out? At least hear what I have to say. Bill Estes is doing this to so many others in your and my area. I can't hire a lawyer. I do not have that kind of money. Friday I wanted to take my Jeep and the part to another dealership. I was told (aggressively) NO. Another dealership (*** ****** Jeep) advised me to not just take my car because I may then be responsible for all charges and a warranty denial. I feel like my car is being held ******. I strongly believe my rights as a consumer are being violated under the ********-**** Act.****************************************************************************************************************** I would be very appreciative if someone would help me investigate this. This here has some corporate malpractices and it appears some illegal local business practices.

  Business Response

  Date: 02/05/2025

  To whom it may concern,

  Mr. ***** brought his vehicle to us in November and was told that we were busy, and to give us some time to diagnose his concern.  Unfortunately, we didn't get to order the transmission until the beginning of December.  At that time Stellanis told us that the transmission was on back order.  We informed the customer of the situation, in which Mr. ***** contacted Stellanis and complained to them.  For his trouble, they sent him a check to reimburse him for his car payment.  Last time we checked, there was an ETA for his transmission to arrive 1/29/25.  We asked for this to be expedited, and they sent it to us on 1/22.  The technician was in the middle of working on other vehicles when the transmission came in, and we told Mr. ***** he was next.  We explained to Mr. ***** this situation and informed him that his car will be completed 02/7/2025.  I believe his anger should be directed towards Stellanis, when it comes to pain and suffering.  If needed, I can reach out again and let the BBB know when his vehicle is completed on 02/07/2025.  Thank you....

   

  Customer Answer

  Date: 02/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  This particular complaint is against Bill Estes Jeep in **********, IN. I have a completely separate complaint against ********** and their treatments towards me. Any remedies they have issued me are in response to their mistreatments towards me. They thought compensating me a couple of my Jeep payments was appropriate since THEIR staff was ignoring my voicemails and emails, very similar to how Bill Estes Jeep handles business.

  Now, I have attached to a copy of my recent medical appointment so as to show how this affecting my health. Bill Estes Jeep is very, very aware of how they have treated me. I will give them an additional opportunity to not shift the blame for their behavior towards me. 
  
  Regards,
  
  *********** *****

  
  

• Initial Complaint

  Date:11/04/2024

  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.

  May 30th of 2024 I paid Bill Estes roughly $85,000 for a 2024 Jeep Wagoneer series 2 Carbide. Sport Utility Vehicle. New. They offered ... suggested sale..me a tire and wheel protection service warranty and another warranty to cover absolutely 100%of any and all future maintenance and damage repair costs for ****** miles . And as of November 4th 2024...**** ******* of Bill Estes Chrysler Jeep Dodge Ram in ********** Indiana says to me that they will no longer service my vehicle ..neither for scheduled maintenance nor for a bad damaged tire or rim or anything. Apparently I am not allowed to back there on the property and I would like my money back then I want back all the money I paid for the truck and the money for the warranty coverage they sold me. I brought the my truck in for repairs. Which are clearly and definitively covered under our contract. And for whatever reason ..**** decided to insult me verbally..verbally assault me..over a nail in the tire of the loaner they provided me with when I brought my jeep in for service. **** ..the service manager ..never stipulated to me that I wasn't allowed to to smoke cigarettes in the loaner ...and yet he made it verbally clear that he was NOT gonna give me the keys to my vehicle which I own and bought and paid for ...unless I paid him cash on the spot to have the inside of the loaner special cleaned . And for a replacement tire. To my truck. Which is all covered under warranty and contract. I have copies of my bill of sale. My title license and registration and the warranty coverage I paid for and all the small print that all entails. And none of it entails holding me hostage at the dealership after I repeatedly begged for the keys to my truck so I could leave. They would not give me the keys to my truck because they said quote..I want the money for the cleaning of the inside of the loaner.

  Business Response

  Date: 11/05/2024

  The guest had smoked in two different loaner vehicles. There was instruction not to again with the second vehicle. The guest was extremely rude and belligerent on the service lane in front of other customers and associates. He did not want to talk. Every time we tried to talk about things he just demanded to be given his keys. We decided on a middle ground of not billing insurance or the guest for the issues and he would leave the store and part ways. We were in the middle of calling the police to have him taken out of the building but he calmed down enough to leave with his vehicle and keys. We were never holding him or his keys. We do have the retrieve the keys from a lockbox and simply wanted to talk about how to handle everything. 

  Business Response

  Date: 11/05/2024

  I have investigated the complaint registered in this BBB case and it appears the complaint is not entirely accurate.  We will not be issuing a refund for the purchase of the vehicle in question as requested by the consumer.  The outline of the facts as described by the consumer are accurate in that the vehicle in question did come to us for service.  The vehicle was with us for what we consider a long period of time and our employees did evaluate all of the concerns as outlined by the consumer.  However, the consumer left out that they were difficult to reach for follow up, did not respond to messages left for them to return the loaner vehicle they were provided and upon receipt of the second loaner vehicle were informed they were not allowed to smoke in the vehicle.  The consumer also left out that they became confrontational, abusive and combative in our business using profanity and yelling while speaking with our employees in front of other guests, leading to our sales manager, unnamed in the complaint, to ask the consumer to leave the premises.  The consumer failed to mention that they refused to move the conversation into an office so all parties could de-escalate the situation and remain professional.  Instead the consumer continued to escalate the situation, refusing to leave and requiring our manager to take what we consider to be a last resort action of calling authorities to ensure the consumer would leave the business.  In this situation we believe the correct actions were taken given the consumer's refusal to engage in a professional manner and the disruption they were committed to causing.

  We do not refuse business from guests except in extreme circumstances.  Even in this situation, if all parties were committed to remaining calm and professional, we would be agreeable to looking at the vehicle again to potentially fix any outstanding concerns.  Please feel free to contact me for any additional questions, concerns or commentary.  ***** *****, AVP, ************ - mobile.

• Initial Complaint

  Date:09/10/2024

  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 dropped my Dodge Journey off for service on 8/15/24 to have a specific part changed . We were told it was a $230 diagnostic fee which would go toward the service if we had any work done on the vehicle so we agreed . I didnt get a call so I called on the 17th and spoke with **** who stated he had been tracing wires for an hour and needed approval to charge an additional $920 which I stated absolutely not !!! The fee was $230 to diagnose . Not $230 an hour . And I requested the *** be changed and flashed . **** was so rude and disrespectful, he basically talked down on me for being a woman and not knowing what I was talking about . And he refused to do this . So I sent my husband up in person and he spoke to **** , who stated he would have the tech place the *** after it was delivered in 6 days . I called again after the 6 days and spoke to **** who said no, he is not placing the part he needs the $920 to diagnose it that it doesnt work like that you cant just ask for work to be done which is not true. I called over and over again and was told no service manager on the weekend , the manager is in a meeting , the manager is on vacation . Finally I talked to **** who said hed tell **** to fix the part . I still didnt get any updates . I kept calling and finally **** talked to me again and said he fixed the part and it didnt fix the car so he wants $920 again or Im not getting the vehicle back . I was so upset I asked to talk to the manager and was forward to his voicemail which I left multiple . I talked to ****** and asked if the $920 goes toward the service of the vehicle and he said he didnt know as far as he knew they only charged $230 . So now Im obviously being overcharged . ****** said come Monday (9/9) **** would call before noon . No call. I called at 2pm and the lady said **** would call after his meeting . Nothing . I called today 9/10 and the man said hed have **** **** in 5 minutes. Still no call !!!!!

  Business Response

  Date: 09/12/2024

  Good afternoon,
  
  **** spoke with ******** this afternoon. We apologize for the poor communication on all fronts. The *** was that was replaced in the vehicle per request was not enough to fix the vehicle. Further electrical diagnosis would be required to solve what is further wrong other than the ***. Something electrical is keeping the *** from being able to communicate with the rest of the vehicle. At this time customer is going to pick up vehicle and just pay for the discounted work on the ***. If anything changes and we are to continue diagnosing then I will keep everyone updated. 
  
  Thanks,
  
  ****** *****
  Sales Manager
  ************
  ********************************************************************

• Initial Complaint

  Date:09/06/2024

  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 2020 ***** trax 2 months ago for ***** it has been in the shop twice. The vehicle losses power causing the power steering to lock up and then shutting down, and not starting again for an hour. First attempt to fix the problem they charged 2000 dollars for a new alternator, which did not fix the problem, towed it back 2weeks later when it happened again. Was told unless it was the alternator I would pay more for the problem they did not fix and charged me to fix. Could not fix the problem. I would like my 2000 dollars back that I paid for them to fix problem, or trade me for a another vehicle of the same price that is dependable and safe to drive.

  Business Response

  Date: 09/09/2024

  Good Afternoon,
  
  We apologize for everything getting to this point. We have sent the vehicle to our sister store in ************, Bill Estes ****** That way the trained techs with their equipment can figure out what is going on with the vehicle. ****** was updated with what is going on. If we find the initial repair was not needed at all to fix what is happening with the vehicle, we will refund the money paid on the RO. 

  Thanks,

  ***********************
  Sales manager 
  Bill Estes CDJR
  ************
  **************************************

• Initial Complaint

  Date:07/28/2023

  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.

  Friday June 16 purchased a Jeep Compass that had a window sticker stating it came with uconnect service. Was even explained how to connect with it and all its features . On Monday June 19th I placed a call and was told the car did not come equipped with it. called the dealership and told them. They asked me to bring it in on Wednesday June 21 to see if they could get this figured out. was told then that they were sorry and they would make things right. They were going too make some calls and see about getting it added to the vechicle. Checked back June 23 with the salesman ******************* he read the text but ignore it. sent an email then and he finally responded June July 13th and acted like he never said anything about getting it added, looking into fixing the problem and that I was confused. We have the window sticker, there is no confusing on our part. They are selling vehicle on the lot with options they do not include and refund to make them right.

• Initial Complaint

  Date:04/15/2023

  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.

  In January, 2023 I had an appointment with the shop to check my Dodge Journey 2012 for a possible recall because I received an email stating my SUV could have this issue and also my vehicle was having some issues with the vehicle shaking when trying to stop. This was the only issue that I spoke with the lady over the phone about when I made the appointment for my vehicle. My brother took my vehicle and also picked the vehicle up because I was out of town, I am disabled. The shop said they put my vehicle on the diagnostic machine three times so they charge me three times for this, about 600 dollars. The shop broke my front window when I got my SUV back my windshield was cracked. My brother also said the lady at the front told him he had to pay the money before she would give him my keys but he didn't know they were going to charge this amount, normally it's maybe 100 dollars or a little more to put on the machine, so he took my daughter cc, she didn't expect this amount also. Before I took my SUV into this shop my heat was working fine just only blow cold on front passenger side. Now my heat hardly working inside my SUV anyway, also the control panels not working properly. The air conditioner and defrost comes on by itself, I can't turn it off unless I press the button many times, then I still comes on. I don't know what they did to my SUV but it didn't have any of these problem before they took my vehicle apart. Now I have a broken windshield, no heat, and air conditioner and defrost comes on all by itself, and they charged my three times for diagnostic fees. I think I should have only been charged once, and I want my windshield fixed, also you should fix whatever damage you did to my heat because I had heat before but don't have now, and fix whatever you did to my control panels because now air conditioner and defrost comes on automatically and all this was not so until you took my vehicle apart.

  Business Response

  Date: 03/25/2024

  Upon reviewing history and the visit that was 16 months ago, I found the charges to be valid. Bill Estes has a diagnosis charge of $179.95 per complaint to diagnose. As seen in attached, each of the complaints were thoroughly diagnosed and documented. You are stating that the concerns still exist which is to be expected with Bill Estes not being authorized to repair any of the issues.Unfortunately, the windshield that is cracked, we cannot take ownership of now that this is 16 months old. We would be more than happy to re diagnose your issue and fix the repair if you give us authorization. 
  
  Please call *******************,Service Manager to schedule an appointment. 

  Customer Answer

  Date: 03/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I tried numerous of times to contact someone from the business regarding the issue of my vehicle. My vehicle has issues it didn't have before you checked it, like it did have heat in the back. Now my vehicle doesn't have heat in the back. I can't use my vehicle in winter. Also you check my vehicle for things I didn't not ask you to. When I called I only asked for an appointment to check my vehicle for a recall issue with the brakes and nothing else, but I got my bill and I was charged for many other things that were not authorized by me. You had my phone number and no one else had authorization to make decision about my vehicle. This is why I said the charges were not valid and authorized. 
  
  Regards,
  
  ***************************