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:10/17/2024

  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.

  Purchased new Jeep Cherokee in March 9, 2024. The tail lights fogging up with condensation immediately. The **** has been to dealership twice for fixing and it has not been fixed adequately to correct the issue. Reached out for a third shot at fixing the matter and received a we will be back to you for another appointment (9/11). Never heard back so sent a reminder email last week and still havent heard back. Not sure what else to do.

  Business Response

  Date: 10/29/2024

  Service has reached out to customer to schedule an appointment to fix his rear taillights

• Initial Complaint

  Date:06/10/2024

  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.

  *************************** held my car for week without telling me what was wrong. Initially wanted to charge me ****** just to look at the car. GRAVA is a SCAM, the worst company ever. My part was thankfully under warranty, however, I refused to pay the deductible of ****** because they kept my car for so long and I had to keep a rental for over a week costing me over *******! I am fed up with poor customer service. Incompetent and rude people.

  Customer Answer

  Date: 06/21/2024

  I have not heard from the business in response to my complaint.  They still have not reached out. The owner has been called several times and email but no message!  This is unacceptable!  The worst customer service, car still not fixed, have not emailed my paperwork regarding the shoddy work they did which by law they have to furnish the customer with the final paperwork!  Dispicable business!  

  Business Response

  Date: 06/24/2024

  Customer is a relative of one of our longtime employees. She has personally caused defamation against all family members and has defamed other employees. At this time, SHE IS NOT ALLOWED ON OUR PROPERTY AND WE WILL NEVER SEVICE HER VEHICLE AGAIN OR SELL HER ANOTHER VEHICLE.

  Customer Answer

  Date: 06/24/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  

  the business owes me money that I had to pay because of their lack of responsibility to the consumer to call the **************** and get a claim number so I could get coverage.  I have contacted an attorney and will see them in Small Claims Court.  It is really sad that a large Company treats consumers this way.  My defamation of character towards their business is only the truth as that is what Grava should give their consumers all along.  
  

   

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  Business Response

  Date: 07/03/2024

  We will absolutely NOT REFUND her a *****.

  Customer Answer

  Date: 07/08/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be a

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  

  is it because I am a female?  This definitely wouldnt happen if I were a male consumer.  Grava do as you see fit and can defend your actions in court.  Thank you.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:04/18/2024

  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 bought my 2019 Jeep Cherokee in 2021 at Grava of Medford with no problems. This January while I was still under warranty with Jeep my check engine light came on so I took it to a mechanic who put it under the machine and I was told it was the catalytic converter. When I took it to Jeep they said it was all these other issues that the car did not have and since it was Jeep I assumed they would know how to work on their cars the best but that was proven false. This instance they charged me $1,200. After a week of getting my car back the check engine light reappeared. I then brought it to another mechanic just to make sure that the issue was in fact the catalytic converter and their machine also read that to be the issue. I ended up calling Jeep again because the issue was never resolved but I was now out of warranty because they made me believe that the issue was something else, now they are saying there is nothing they can do but I feel that they are doing shady business in telling customers the wrong problems when the machines that check the issues on the car have been consistent everywhere else but there. The most recent incident happened last week when I brought it in again and they said it was the catalytic convertor sensor issue so they fixed that and charged me $400. Yesterday the check engine light came back on so today I brought it in and now they are telling me there is nothing they can do. When I checked the ****** reviews almost every review says that the service department scammed them so I know I'm not the only person going through this. Also because this issue started while I was under warranty the catalytic converter should have been repair/replaced for free and now they refuse to honor the warranty. I am disgusted in how this was handled and I don't want this to happen to anyone else.

  Business Response

  Date: 04/29/2024

  Customer brought the vehicle in first 1/03/2024 
  Check engine light -  When Technician pulled in the vehicle found no Check engine light currently on. Battery failed the test and replaced the battery. 
  
  Customer bought vehicle in 4/11/2024 
  Check engine light- When Technician pulled in the vehicle found that there was a code for an 02 Sensor. replaced the 02 sensor and if light was to come back on would need to replace the catalytic converter. 
  
  Unfortunately, when a catalytic converter goes bad the first step would be to replace the 02 sensor because it is sensing that it is letting bad fumes out of the tailpipe. There is no correct way of pinpointing if it is the catalytic converter or the 02 sensor. The first and cheapest option is to replace the 02 sensor and re-test. We are working with Chrysler for this customer on accepting DM notes and trying to help the customer fight ********************** for the repair. 

• Initial Complaint

  Date:09/29/2023

  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.

  For 6 months I've been having a problem with Grava Jeep. I brought my Jeep in for repairs due to my stop start not working. They did not fix it and my Jeep actually would not start at one point. The service manager ***** said he'd take care of everything and as soon as he can get a rental for me he would call me. Weeks went by with no call I called him but never a return call. When I spoke with him the last time I told him my extended warranty was running out and he told me not to worry about it they made a mistake by not fixing my vehicle so they would do a no cost diagnostic test and fix what was wrong at their expense. Well months went by still no return phone call. Now my Jeep is completely dead and probably has more problems due to them not repairing it when they were supposed to. My Jeep cost $40,000 back in 2016 and it was paid in full the day I bought it. There are also 2 recalls they were supposed to check out but still have not. My partner went to Grava Jeep in person today and spoke to someone in the service department and he asked for ***** he was told he was in a meeting and that he'd call me at home in 45 minutes. The service person told my partner they would have a tow truck come and get my jeep. I received no call and no tow truck. This company will not help me or even return my phone calls. I'm getting sick over this and I should not have to go through it. They bend over backwards when you're looking to buy a vehicle but after that they do not care one bit. Please help me with this issue as they will not help me if I go about it alone as I have been

  Business Response

  Date: 10/04/2023

  Hello,

  I'm told *********************** the Service Manager has been InTouch with you. He has tried again the past few days and left messages. Please call service and ask for *********************** to resolve your problem. ************

• Initial Complaint

  Date:05/16/2023

  Type:Sales and Advertising 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.

  They have had my truck now for 4-5months to fix a dent and plastic pillar and a sensor. This should take maybe 2 weeks 3 at most but no its been months on something they screwed up. Also they had it before Fore 5 months last time also . The issues with the truck are all self inflicted by them. First time they stole money out of my arm rest and scratch and dented it so I'm passed basically havent had my truck in 10 months but I still have to pay for it. I think they should pay me my car note for all the months they had it im so sick of this. Keep telling it will be done tomorrow but it never gets done. I want a new truck with about same payment cant even get answer from the guy "suppodely Helping Me".

  Customer Answer

  Date: 05/31/2023

  I have heard from them they said my truck was allset and I went by and nothing is done correctly. They actually made it worsen then before, scratch my rims didn't fix the rubber around window, didn't fix my mirrors still don't close and they put wrong color stepsides on suppose to be all black.they have had my truck for a a least 10months all together. I'm feed up suppose to give me a price on a new truck never did that. This has been the WORST EXPERIENCE WITH GRAVA they are a joke. I want my money back for the 10 months of payments at least because stress I've gone through on top of it or give me the newer one for the price I pay now because at this rate I will never have my truck back.

• Initial Complaint

  Date:03/04/2023

  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.

  In 2022, we brought our Jeep Cherokee to Grava in Medford. We have an extended warranty on our vehicle. They took our jeep numerous times over the course of many months and continued to return our vehicle with the same issue. Nearly every time they had our car in 2022 they had it for weeks at a time and never resolved the issue.At one point when they returns it to us, the engine started smoking and they told us it was due to the tech having spillage on the engine and they would clean it. While we do not have rental coverage for when we require repairs to our engine, this time it was due to their tech, and they still did not cover a rental for us. In December they told us they would be offering us a rental for the inconvenience and will call us within a couple days once a rental became available. When we did not hear from them, we contacted them and they told us that they are no longer offering rentals to anybody. We explained that we were offered a rental already and that they should not be going back on the word but they did not care. It is now March and they still have our vehicle. Three months with no resolution. They offered to replace our engine, but our vehicle sits in their business without any work being done to it, and no effort being made to repair it and get it back to us. They told us that it could be six months before they get an engine in to help us. we email them numerous times and they are mostly non-responsive. We are asking for assistance in resolving this matter amicably. Weve also requested corporate offices information, and they have been nonresponsive and providing that to us. We thank you for your time and consideration in supporting our issue.

  Business Response

  Date: 03/08/2023

  Hello,

  ****************** vehicle needs an engine. The only engine available to get is a reman engine, ****************** wants a new one. We told him a new engine is not available and to call his warranty to ask them. When we get the approval to order a reman engine we can get going on this vehicle, until then we are in limbo.

  Thanks,

  ***** Grava

  Customer Answer

  Date: 03/26/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  This is not accurate. Weve asked for contact info for corporate Office and our emails and phone calls continue to go with no response.  

  Business Response

  Date: 03/27/2023

  Customer needs to call *********************** our Service manager to let us know what they want to do.

  Customer Answer

  Date: 03/28/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  We have called ***** and emailed him numerous times. I have multiple emails showing that hes not responding. You can see 3 of the emails from January, early February and early March that i have attached asking for the corporate office number. We have also called and left messages and they tell us hes in meetings or busy but no response back. Now, they are telling the BBB that we need to contact *****, the person that is non responsive? I just had to rent another vehicle this weekend to handle family matters. Another $250! This is not a solution.