Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/24/2025

  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.

  Attn: ***** ******** General Manager On Friday January 08, 2025 I visited your location for a scheduled maintenance appointment. The work to be completed included an oil change only. I waited, on-site for services to be completed. At the close of my visit, there was a simple review of the task, along with mention of tire replacements. No further information or details were discussed relating to issues/concerns about my vehicle. Weeks later, I noticed a ticking sound being heard while standing on the outside of my vehicle. It had been suggested that I get an oil change to solve the problem. However, just a bit over four weeks had passed I had not accrued many miles within that short time. The noise continued. On April 5, 2025 I visited another Jeep location for an oil change with a reading of nearly 50% oil life remaining. I was told by the service representative that oil was measured to just ONE cup of oil flowed from my vehicle. The representative also stated that he did not see any signs of an oil leak (neither had I) and that last place of service either switched my initial oil for dirty oil or it was never changed to begin with. While I understand that **** and **** dealerships are in business for the sake of profit, I want to be clear about my concern and frustration. At no time should there be a request and payment for service and that service is not completed. This would mean that workers/staff of **** intentionally deceived a customer and falsified documents stating that a full oil change service had been received and paid for. This Jeep dealership/service department staff did not consider maintenance and care of my vehicle, the financial inconveniences this may cause, nor how their actions may have impacted my daily living. This is a disappointment.

  Business Response

  Date: 05/05/2025

  Hello,

  A response was already sent to this claim.  ***** ********, General Manager stated that this customer was contacted and an appointment was made to inspect the vehicle to address the concern.

  Best Regards,

  ****** Thomas

  Controller

   

   

  Business Response

  Date: 05/07/2025

  Mrs. ******* came in for an oil change on 1/8/25 as she stated. The service was completed as per her request, with the tire recommendation as she states. If the vehicle needed some other attention at that time, like the tire situation, we would have made that recommendation at that time. When Mrs. ******* returned, it was on 4/25/2025, 3 and a half months and ***** miles later. She has an oil leak that has started. This leak is from a part on the engine that is a common failure. We replace these oil cooler adapters several times a week. Had this been leaking when she was in on 1/8/2025, we would have made that recommendation to her at that time. This vehicle has over ******* miles on it and things are going to fail. There is no negligence or errors on the part of Thomas Dodge Chrysler Jeep. While it is a disappointment to Mrs. ******** and we understand that, it has nothing to do with any issues resulting from the service performed on 1/8/2025. 
  
  ***** ****
  Fixed Operations Director
  Thomas Dodge Chrysler Jeep of Highland
  

  
  

  Customer Answer

  Date: 05/09/2025

   I am rejecting this response because:

  My vehicle was taken in to the service department and inspected by manager, *****. ***** checked the (oil) dipstick and found that the oil was full and rather fresh. He then drove the vehicle to the back for further inspection and stated that the ticking sound is due to loss of oil, an oil leak. However, the vehicle has been continuously driven and now exceeds the mileage that had been ran in between the last two oil changes. There is no leaking, nor an excessive loss of oil. There have been no reports regarding concern related to an oil change on the last receipts for service. When ***** was asked why his service men did not catch the supposed leak and document it, he stated that the leak could be more recent because his team wouldve checked for it all. 
  

  Since the time of initial service in January, I have received an abundance of calls inquiring about purchase of a newer Jeep. While present for inspection, it was suggested that a repair/replacement of the oil cooler be done at that location for the cost of $1400. 
  Since this visit, there has been more than enough time for a response from Jeep to include details of the visit. 

  
  

• Initial Complaint

  Date:09/28/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had services done at Thomas Dodge. On several issues first issue was caliper pins i told them about the noise that was coming from the brakes god knows i was hearing the noise and i was suggested to buy tires and the noise will end. It was then when i took the vehicle to another chrystler dealership and was told that the vehicle needed services other than that what thomas dodge stated was required. So i was told by the service manager to bring in the vehicle and they would do a overview of the vehicle. In which i did they stated i needed calper pins then 20 mins later was told i required brake pads. So they accomodated the vehicle by placing brake pads. Not even a week later the vehicle was making noise from same area smoking and getting etremely hot and i told them i was told by a different service person i need brakes and rotors and quoted me a price. I had the vehicle brakes done and leave then my radio goes out i came back and expressed my concerns to the manager and he fixed it by resetting the vehicle then again not a week later my vehicle required a jump i took it back to them and was told the battery failed i needed a new battery and i paid for those services as well as soon as they fixed the vehicle i start up my car the check engine light comes on and it wasnt on when i brought the vehicle to Thomas Dodge. and they claimed to have to reset the codes and it was a stored code in which I was explained I had lots of faulty battery codes. so i then took my car to have the battery tested because now all my trust has left and god/ ***** knows this is wrong! I look at my battery and its completely set up with piled dirt as i then proceeded to wipe my hands on the battery dirt comes off a" brand new battery" If any one but god can fix this situation i beg him because this is unfair unsafe practices. Can someone please help resolve this at this point I no longer want to utilize this place as a service center. And I will also contact crystler aswell.

• Initial Complaint

  Date:02/20/2024

  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.

  Date: 2/14/24 Paid $356.04 I am writing today because of the poor customer service and price gouging experience I received at this dealership. I went to the dealer because of my brakes making noises and a oil change, if necessary. My car was diagnosed and I was given approximately 18 items (some handwritten and typed in) needed for repair at the price of approximately $3,800. I advised the service writer that I only wanted the front brakes and rotors fixed. She advised that all coupons could be used to work something out for the best price. The business committed to fixing Front Brake Pads and Rotors. I am unsure of how bad the rotors were whether they could be machined or brand new. I was given a story that everyone needs a new oil pan because of the extreme weather we experienced. I wouldn't be able to see the crack in the oil pan. I was told by the service writer because of my car leaking oil I couldn't get an oil change. The car was finally ready. The service writer gave me a few prices $586, $515, $436 down to $386. I wanted an explanation of charges and there was an unclear explanation. I requested a manager because the explanation of charges was insufficient. A man walks up that I assume is a supervisor. I started explaining to him what transpired between the service writer and me. The service writer called me a liar. I walked away and asked for the general manager. The "supervisor" that I was talking to earlier tried negotiating with me. I wanted the $179 for brakes and rotors coupon but I wasn't allowed that price by the service writer or "supervisor". One of the discussions with the service writer was $200 plus $125 as a quote. This is what the supervisor gave me and added taxes. I would like the advertised $179 plus tax.

  Business Response

  Date: 03/04/2024

  Good afternoon,

  Please see the attached statement from ***************, Service Manager:

   

   

  ******************* came in on 2/14/2024 saying she wanted her brakes checked because they were making noise and needed an oil change. ******************* provided us coupons from another dealership that are different than the coupons we offer our customers for the same service. At the time of write up the customer was explained that the coupon provided would not work here and the best we could do is offer her the coupon we have on our website for the brakes. The coupon provided by customer is from South Oak ********************** for brake pad service for $149.95 which states it does not include any work needed on rotors. Our website special for the same service states starting at $199.95 (please see attached). The customer needed rotors replaced, which she paid no additional labor for, just the part expense. We charged her $179.95 (less than our coupon rate) plus the parts cost of the rotors. No adjustments or refunds will be made by us. Customer has a two-year parts and labor warranty on the pads and rotors that is good at any Dodge Chrysler Jeep dealership. 
  
  
  Engine tune up is due at 100k miles (vehicle has ******* miles on it at the time of service). We would also recommend a fuel system injection flush with tune up.
  Engine cooling system flush is due at 100k miles.
  Vehicles rear brakes are worn down to 3mm and also require service.
  With the brake service being approved by customer, we also recommended performing a brake fluid flushing due to the fluid being discolored, as general maintenance.
  Rear axle fluid is discolored and over due for maintenance.
  Vehicle needs 4 tires. Measurements recorded on the hard copy of the repair order. 
  A wheel alignment is always recommended with the replacement of 4 tires. 
  
  
  
  
  
  
  Regards,
  
  Thomas Dodge Chrysler Jeep of Highland, Inc.
  P: ************ 
  F: ************
  **********************************************

  Customer Answer

  Date: 03/05/2024

   I am rejecting this response because:
  When I walked in the door *****************************, was having a conversation with *****. She was upset that the dealership was under construction. There was a lag in time before I was assisted by her. ******** advised me that my coupons were sufficient and she would give me the best price and let me use multiple coupons to assist with costs. I disagree with the information that ***** provided in the previous response. I was never told that my coupons were disallowed. 

  She advised me that the problem with the cracked oil pan was common with all their customers and they had at least 5 customers a day with the same issue. I talked with another customer that was given the same information and felt misled by ******** and ***** had to step in for interaction, also.

  Currently, I have a plastic burning smell that I did not have before going to this dealership. I had my car assessed since my visit and the items suggested in the response plus the additional exaggerated problems were unfounded by the mechanic shop I visited after this Dodge location.

  I was a called a liar by ******** and she was verbally abusive and I felt intimidated and I walked away. She created a hostile scene and I would like a reimbursement for being over charged. The explanation ***** gave is the fourth explanation of charges that are not what ******** advised me on that day.

  
  

  Business Response

  Date: 03/05/2024

  Please see the response from ***************:

  Unfortunately, we will agree to disagree. We will not be refunding any money, as you received the services for the price estimated. The additional repairs you were advised about, we stand behind. The fact you did not get any of these services performed as recommended does not entitle you to a refund of the services you were provided. Our advisor and the manager you spoke to that day did their best to find a happy medium to your coupon from another dealership for the brake service you requested. You were provided a free oil change because of the situation. That is all we can do. We saw your review, you are welcome to find somewhere else to work on your vehicle.  
  
  Thomas Dodge Chrysler Jeep of Highland, Inc.
  P: ************ 
  F: ************
  **********************************************
  

• Initial Complaint

  Date:01/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In November 2023 I traded in my 2019 ************* and purchased a 2017 Dodge Grand Caravan. In this transaction I was owed a refund in the amount of $2,985. I was told that I would receive my check once the dealership received the title from the state of ******** where my vehicle was registered. The dealership then turned around and sold my trade in and has collected money from the buyer from my vehicle however they have still yet to pay me. When I spoke to the **************** I was informed that they legally were not allowed to sell my trade in unless they have the title in hand and they were required to pay me for the vehicle before they were legally allowed to sell it. So I have filed a complaint with the **************** dealer services. At the time of submitting this complaint I still not been paid and title has been issued and I continue to get the runaround and nobody from a upper level management will return my call or even speak to me for that matter. When I do call and get a manager on the phone as soon as I tell them what I'm calling about they transfer me back to my sales person ******.

• Initial Complaint

  Date:11/23/2022

  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 10/31/22 I traded in my car for a 2011 Dodge *******. it was a very clean flashy car. the morning after buying the vehicle I was driving to work and an error warning flashed on the screen, it stopped accelerating. I had to put it in park and restart it. This has now happened 7 times. I also have felt the transmission slipping. I have spoke to the sales man and 2 managers. They have all basically said I will have to pay for any service so they will not allow a mechanic look at it without $. This is the first big purchase I have ever made and now I have a $16,000.00 car that is barely running and no one will help me. All I asked for was a reliable vehicle for my 3 kids. I can scan and email my purchase contract, I just don't have it with me at the moment.

  Business Response

  Date: 11/29/2022

  Please accept the following response from ***************************, General Manager of Thomas Chrysler Dodge Jeep Ram

   

  To Whom It **************************** did buy a used car.  They are all sold as is no warranty and she signed paperwork on that as well.  We can offer a good will gesture to check the transmission out to see if it is just low on fluid and see if that can and will fix the issue.  Again this is goodwill and to see what we can do to help out in this matter.

  
  
  ************************;
  General Manager
  
  Thomas Chrysler Dodge Jeep Ram 
  9604 **************************************************************** ,46322
  ************
  ******************************************

  Customer Answer

  Date: 11/30/2022

   I am rejecting this response because: They are supposed to be inspected and in good condition when you purchase the vehicle. I paid $16,00.00 for a car that didn't even make it 30 days. I hope you guys are proud of yourselves.

   

  
  

  Business Response

  Date: 12/27/2022

  The service department manager states that the vehicle has been in and repaired as approved by the general manager.

  Customer Answer

  Date: 12/29/2022

   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. After 33 days they called me and asked if i would bring it in, *********** manager was great, he called me and told me they would have to keep it for the weekend but they took care of a few things. It was a certified used car and i feel like issues were purposefully hidden or it was never inspected, good thing i know enough about cars to realize there were issues. They swear the trans is not slipping but it is and I will be paying out of pocket for that repair. Overall im satisfied with the outcome, hasnt stalled since i picked it up.

  
  

  Thank you.

• Initial Complaint

  Date:11/04/2022

  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.

  Bought a certified vehicle from this place. I purchased all extended warrantys to be on the safe side. ************** went out after 3,months of owning it with me putting less than **** miles on the car. Business then took 5 months to tell me they couldnt do anything about it, and that I was basically at a loss. Im out over $10,000 and then had to file bankruptcy in the vehicle

  Business Response

  Date: 11/14/2022

  Please accept this response from *************************** the general manager of Thomas Dodge, Chryser Jeep of Highland:

  ************************* bought a warranty and the vehicle was certified.  Chrysler came out and looked at the cause of the car issue and came up with the result that she gotten bad gas and it had caused her engine to blow up.

  Our service department has all the notes and the length of time that the vehicle was in service while we were trying to get them (Chrysler) to cover it and they will not due to the cause of the failure. Since it is a gas issue, we told her to go to her insurance company to try to get it covered as most insurances will.  We did try our best to get the repair covered and Chrysler warranty declined it due to the cause of failure being from bad gasoline.

  
  
  ************************;
  General Manager

  Customer Answer

  Date: 11/15/2022

   I am rejecting this response because:
  When purchasing a vehicle with warranties I believe that they should be honored as that is what they are for. I am out ****** for the vehicle. I have had to file bankruptcy in this because I still have a outstanding loan for a vehicle that I cannot even use. I do not think this is fair for me to be completely out of all of my savings for something I cant use. And if it was an issue of bad gas am I supposed to go into every gas station that I get gas from and ask them if they have bad gas. That doesnt make any sense. 
  
  

  Business Response

  Date: 11/21/2022

  Please see the updated response from Thomas Dodge Chrysler Jeep of Highland's Service Manager:

  Thomas Dodge Chrysler Jeep of Highland, Inc. followed all guidelines in the diagnosis of the repair needed for ******************* 2019 Jeep Cherokee. Much effort was made by our staff trying everything possible to get these repairs covered for ***************. We spoke to Chrysler Service ********** ****************** ********** followed Chrysler Service Contract appeal processes and made repeated phone calls and send several emails to Chrysler Service Contracts trying to help ******************* situation. The end result is this, Chrysler Service Contracts declined the repair based on the determination by an independent inspector who was sent out to look at the vehicles repair needs, that the root cause was detonation. By the terms and conditions of the contract between Chrysler Service Contracts and ***************, detonation is listed as an exclusion in the terms of this contract and that is why the repair is not covered. It is important to understand, this decision is not made by Thomas Dodge Chrysler Jeep of Highland, it is made by ******************* contract company. Every effort possible was made by the dealership to get these repairs covered. At this time, ******************** the fee quoted for tear-down, $782.00. *************** is not being charged any other diagnostics, is not being charged for any of the rental charges incurred while the dealership fought with her service contracts trying to get this covered for her. At this time the vehicle needs to be repaired by the customer's approval at the estimated costs or removed from the property as soon as possible. 
  
  Thomas Dodge Chrysler Jeep of Highland, Inc.

  Customer Answer

  Date: 11/22/2022

   I am rejecting this response because:
  I feel that this is discriminatory and very unprofessional. I am requesting documentation for the communication between the dealership and the warranty company. I am perusing legal action and would like the copies. 
  Thank you,

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