Complaints

This profile includes complaints for Imperial Chrysler Dodge Jeep Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Imperial Chrysler Dodge Jeep Corporation

  10 Uxbridge Road Mendon, MA 01756

• 

  Imperial Chrysler Dodge Jeep Corporation

  PO Box 444 Mendon, MA 01756-0444

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:08/19/2024

  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.

  Bought 2019 Jeep cherokee latitude 7/2022. Soon after it was very sluggish seeming like it would stall. Brought back couple time about, temp fixes only. 7/2024 brought back for same issue, told exhaust needed. Pd $1300 (w/coupon). Went for inspection 8/16/24 FAILED DUE TO EMISSIONS. Odometer reads 200 more miles driven OBD shows 17 since new exhaust just over month ago. Now have rejection sticker, needs to go back in for 3rd time and they will not provide loaner vehicle either. So, I have to take 3rd day off work at trauma hospital for lack of transportation.Obviously they have no idea how to fix. Need loaner ************** for warranty/dealership to pay competent repair shop to fix. Stop the stalling until extended warranty expires. Which at this point it seems to be their goal. Also, feel they should be responsible for any ticket / impoundment should I get pulled over in next 4 days before appt for 3rd repair drop off on 8/24/24. Clearly more than exhaust is wrong with multi visits having to take place.

  Business Response

  Date: 08/30/2024

  We scheduled a service appointment and a loaner vehicle for **************. It was determined that we need to perform an oil consumption test. ************* was informed about how we will proceed and that a loaner will be provided if needed when the vehicle comes back in for oil level check. We will continue efforts to resolve ********* concerns.

• Initial Complaint

  Date:01/03/2024

  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 2019 Subaru Crosstrek In December of 2022 Ever since i bought it I have had nothing but problems.  My Salesman was my cousin who worked at Imperial. I kept bringing vehicle back over and over to him to fix it. My father and I have bought over 6 different vehicles from imperial.. At first everything was ok , I would drop car off get a loaner for the day because of all the problems I was having.In September my radio completely shut off. I called service and my cousin and was told by service to bring it in I was told when i got there by my cousin no more loaners that I would have to rent a car on my own. then i was told by service that it would have to go to subaru to fix radio. I was upset because they said I would have to deal with subaru myself. I then called my cousin my salesman and he said he would make appt with subaru and handle everything. I then didnt hear from him or anyone from Imperial for a couple of weeks. I called Imperial and was told that my Cousin was no longer with Imperial and that whatever he promised Imperial was not going to honor.Not sure what happened and why, but i have been treated horrible since that call and no one will help will even tried to go on their website to post something hoping that someone would see it and help me Instead they took my post down and blocked me.Called my Cousin and he said nothing he could do but gave me manager name to contact. i did and he was helpful and would call me back as soon as an appointment was made.Again didnt here from him for a few weeks.. I kept calling over and over was put on hold and no one would pick up. Finally i asked for the manager who i spoke to earlier didnt say who i was. I was connected to another manager and was told that the manager I spoke to was no longer with Imperial. What is going on over there ...i just want my car fixed better yet get me out of this lemon. I guess my cousin and Imperial didnt part on good terms according to some secretary who answered the phone. Not my fault..this is so silly someone help me

  Business Response

  Date: 01/09/2024

  ************** purchased a 2019 Subaru in December of 2022. At that time, Subaru's 3 year or 36,000 mile warranty was expired. We did provide a 90 day or 3,750 mile warranty in accordance with state law. Optional additional coverage was declined by **************. As such, the warranty period has long since passed.

• Initial Complaint

  Date:10/02/2023

  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.

  I purchased a 2022 Jeep Renegade on 02/14/2023. I picked up the car from the dealership on 02/15/2023. After driving the car for some time I noticed the "Start/Stop" feature wasn't working. I followed some tips on how to get it started, but nothing worked. I took it to the dealership on 6/19/2023 to be inspected and was told everything was working, sensors and all. I've contacted the Jeep Corporation 4 times between August 5th and September 30th. Still the problem has not been resolved. I haven't received a return call from Jeep except once when I called them back and was told my case was closed because my voicemail box was full. To this day the feature still isn't working and I'm paying $712 for a vehicle not worth the amount for a feature that doesn't work in the vehicle.

  Business Response

  Date: 10/17/2023

  Hi 

  i will be reaching out to ***************** today to try and fix her situation.  Then i will get back to you 

  ty 

  *************;

  Customer Answer

  Date: 10/17/2023

  The dealership is Gwinnett not Imperial.

• Initial Complaint

  Date:08/07/2023

  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.

  Purchased a vehicle in January of this year from Imperial jeep in ****** *************. The vehicle was 24,000 dollars and in less than 2000 miles put on it the vehicle was Empty of oil and radiator fluid also really low on brake fluid and power steering fluid. Imperial jeep estimates that the repairs they caused are 3,000 dollars and will not replace or repair the product.

  Business Response

  Date: 08/29/2023

  I am reaching out to complainant today august 29 2023. I will let you know how it goes. 
  ty 

  Business Response

  Date: 08/29/2023

  I have spoken to *********************** today August 29.  And i assured him i would do everything i could to resolve his problems.  He he very grateful for the call. I will follow back up with him by thursday at latest as soon as i investigate more and come up with some answers. 
  ty 

  *************;

• Initial Complaint

  Date:02/24/2023

  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.

  I purchased a vehicle from this dealership on 2/17/23. My bank has confirmed the check for the purchase has cleared. I have insurance purchased for the vehicle. With all that said, the dealership is refusing the let me pickup due to it not being registered. I’ve asked them to meet me at the DMV to get it registered and they continue to respond by saying theyll get back to me. I would like to get delivery of this vehicle asap as originally agreed upon.

  Business Response

  Date: 02/27/2023

  We are meeting with the customer this morning 2-27-2023, we had arrangements made already.  The customer is meeting us a the RMV to 

  take care of the registration today.

   

  Hopefully, this will resolve the problem, and the customer can take delivery of the vehicle.

  Customer Answer

  Date: 02/27/2023

   
  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:11/21/2022

  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.

  April 13, 2022, brought in for low coolant issue. No problem found okay to drive. Car overhead on drive July 1st, had to have it towed to dealership. Again, found no problem okay to drive. July 29th drove car overheated again and I had it towed again to dealership. They asked if I wanted to do a deeper dive into the problem and I said of course I wanted that back in April. On August 4th I was told that the coolant was leaking into the engine, and I would have to replace it. Since I have an unlimited mileage lifetime warranty with Chrysler, I ask Imperial to find out how much Chrysler is going to pay for this repair. Here we sit waiting for an answer. I have been without this car since July 29th. I have called and no response.

• Initial Complaint

  Date:10/05/2022

  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.

  Reserved a Jeep Gladiator (VIN *****************) on the lot of Imperial Jeep on Friday September 29th 2022 via the ********* e-shop site (). A $500 Hold was placed the Jeep on the lot of Imperial Jeep *************************************************************** ). The dealership was supposed to call within 48 hours with details on completing my purchase. I called the dealership today (October 3rd 2022) after getting no correspondences. At the dealership, ******** said the dealership has no idea what I am taking about and that they do not participate in the website I was referring to. I called Jeep Corporation and they said this could only be resolved at the dealership. I want my money refunded because I believe this is false advertisement and fraudulent.

  Business Response

  Date: 12/01/2022

  Sorry for the delay. 

  I have spoken to ***********, and trying to help her.  However, as I explained the $500 she sent to a company was not us.  Some third party company that takes money from people, then they disappear.  We do not have her deposit of $500, or anything from company she sent deposit to. 

  However, I found another one she likes and I will take off **** extra if she buys it.  But she lives out of state, but I believe this issue has been resolved either way.

   

  Thank You

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

• Initial Complaint

  Date:07/25/2022

  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.

  I purchased a 2018 Blue Jeep Wranger in 5/2021 that had just been brought to Imperial Chrysler, Dodge and Jeep as a trade and we decided to wait for it to be checked. Well, it is obvious to me now that Imperial new they had nieve buyers for this Jeep Wrangler and it was not fully checked before selling it to me for over $40,000.Since I am not used to jeep wranglers I wasnt aware that the rough start wasnt normal and drove away. I kept hearing this rattle and humming noise every time I started the vehicle and when I brought it back in for a repair on the back windshield wiper in June, I told them to please check out the rattle noise because the jeep seemed to be driving rough.The mechanic reassured me that they did not find anything wrong with the jeep and didnt hear the very obvious rattle noise upon starting my jeep.They told me that Jeeps sometimes are noisy vehicles and it was nothing to worry about. Well I continued to drive it for the rest of that year and in April the engine light came on and the rattle sounded worse. I brought it to a mechanic in RI and he told me I needed to tow it to Imperial because it was no longer drivable. The Imperial mechanic had it for two weeks and fixed the timing chain that had completely broken off, he said he had never seen this happen to a jeep before!Well, this would not have happened at all if they had taken the time when I brought it back in 6/2021 when it was still under warranty and figured out this jeep had serious issues. If they had done their job properly then I would have returned the jeep and purchased another jeep but they did not do their job, they told me everything was fine!Picked up the Jeep on 7/15 and the engine light came back on after the repair so i brought it back in 7/ 18.Picked it up 7/19 and was driving 3 minutes and engine light came back on but they told me I could keep driving it, it wasnt urgent but then called saying timing fell off again not good.They refuse to give me a rental not under War

  Customer Answer

  Date: 07/26/2022

   

  Hi Shannon 

  My complaint # is 17614329

   

  I did not purchase an extended warranty on my Jeep Wrangler I attached the ****** limited warranty I had for the first 60 days with my complaint. 

  You asked what I am looking at for a resolution: I want Imperial to pay for the repairs that they just called me today telling me it would cost me an additional $2,500 to fix a problem that already existed when I bought my Jeep last May and brought back before the 60 day warranty to address and Imperial told me NOTHING was wrong with my Jeep. I already paid $1,000 to fix something that wasnt even the actual problem because they didnt do their job and inquire why the timing chain fell off to begin with. They have had my vehicle for over a month now and this was an existing problem they never addressed. I also want them to give me a car to use while I wait for it to be fixed. They told me they couldnt do that because I dont have a warranty!! 

  I have a diabetic insulin dependent child whose medication cost me a fortune and I already paid them $1,000 to fix something that should not have been fixed, there was a bigger issue they overlooked and dismissed. Everyone I have spoken to tells me how terrible Imperial treats people and they are a terrible business,  I should never have bought a vehicle from them I cant understand this!!!!

   

  If you need anything else from me please let me know, thank you so much ********************;

  Business Response

  Date: 08/24/2022

  I left a call to **************** on aug 23. 

  I will try and help her also 

  *************** did not purchase the vehicle in question from imperial. But did bring it here to get fixed.  The keep has problems and will cost **** to fix.   I have authorized our service **** to pay half.   

  Customer Answer

  Date: 08/25/2022

   
  Complaint: 17614329
  
  I am rejecting this response because:

   I DID purchase the Jeep Wrangler from Imperial in May 2021!!!!!! The service department didnt take the necessary time to thoroughly check out the jeep before selling it to me obviously hence all the problems. I brought it back to be checked 30 days later because of the rattling noise and humming noises but was told by service that NOTHING was wrong, Seriously!!!!! They fixed phasers 
  and charged me $1,000 and sent me on my way only for me to return again because the problem was NOT fixed, Seriously!!!! Then they cleared the code and said Oops sorry and set me back on my way only to turn back around AGAIN for the same problem (the engine light)! Now they finally looked at the timing chain AGAIN after apparently it had completely fallen off when my Jeep was towed to them back in June, and only then in August realized that the timing chain was so stretched out it needed to be replaced, Seriously!!!! They didnt see this issue when they put it back on in June??? Then I wait weeks for it to get fixed and finally picked it up at the end of August only to turn back AGAIN because the same problem is back (the Engine light is back on), Seriously!!! Now they tell me its the catalic converter and they have to order another part!!! My complaint is that I have been told so much wrong information about a Jeep I DID purchase from Imperial that should NEVER have been sold to me at all and imperial has not kept good records of this obviously because ** from the **************** at Imperial told the better business bureau INACCURATE INFORMATION that I didnt purchase my Jeep at Imperial, but I DID, Seriously!!!  I rest my case.  I should have been offered my money back in FULL but instead I spend my entire summer without my Jeep and no one offered me another Jeep to use while I waited!!!!
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/02/2022

  BBB spoke directly with the business.  They advised that the vehicle has been repaired, and Chrysler did pick up half the cost.  The business has been trying to get ahold of the consumer to provide additional assistance for their troubles, but has been unable to get in contact with the consumer after several phone calls and voice messages.  

  Customer Answer

  Date: 09/09/2022

   
  Complaint: 17614329
  
  I am rejecting this response because:
  

  I spoke with *************** on Saturday Sept 3 and explained my 3 month ordeal with Imperial and how my Jeep is still not fixed, was told by service they had to order now a new catalytic converter because the engine light came on only 20 minutes after I left imperial with what I thought was a fixed Jeep. I was told that the part was in stock and coming from ******** or some other state and should be in around 5 or 6 days and that was three weeks ago and nobody from Service has called me to bring my Jeep back in for this repair!!! On Saturday ** told me he would help me and try and reimburse us for fixing phazers that we should never have fixed because that was never the issue to begin with and he also said he would find out what was going on with fixing the catalytic converters and would call me on Monday but I never heard back from him again. My husband just called imperial today and checked on the part and how ironic the part just arrived today according to **** from Service, Seriously I highly doubt it just arrived today but he says the same thing every time we call and i they think we are stupid people I guess but I am very educated and not stupid!!! My friend works at the attorney generals office and put me in contact with someone she knows at consumer affairs so I am waiting for a call back. Thank you for your assistance BB. Lisa 

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

• Initial Complaint

  Date:07/15/2022

  Type:Sales and Advertising 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.

  In 2019 I leased a 2019 Jeep Cherokee through Imperial JEEP (******, **). Financing was through ALLY Financial. The lease was paid off May 2022. The lease end date was **** 23,2022. On **** 20 I executed the paperwork and submitted full payment of $21,859.21 (Deal no. *******) at Imperial. I then had to rent a vehicle as Imperial claimed they had to 'ground' my vehicle ($45/day). Today is July 14 and nobody at Imperial will respond to me as to when I can have my JEEP back. The vehicle has remained insured and registered by/to me the entire time. There has been no new registration. I am currently looking at a vehicle rental bill in excess of $1,000 (and climbing every day). I filed a complaint with The ************************* (attached) and The ****** Police. I have requested a timeline to support the prolonged detention of my Jeep. The owner *********************** and the general manager *************************** have been copied on recent emails requesting my vehicle.

  Business Response

  Date: 08/24/2022

  Called her on August 22 and 23. Waiting on return call to help her.

  However I have spoken to all sales managers involved in her lease purchase.   They tell me ************************** was notified and well aware if she purchased out her lease it could take up to 12 weeks for title to come in.  And she would be without a vehicle until it comes in.  

  She is now in the vehicle.  

  However I will try and help her out .

  Customer Answer

  Date: 08/24/2022

   
  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.

  BBB spoke with the consumer directly and she advised that she spoke with the business today, and they have come to an agreement and she is happy with the resolution to the complaint.