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:04/12/2024

  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 went to the dealership DJCR in ***************, **. I had to go there multiple times to fix leaks ** my 2016 *************. After the third time going back they made the leaks worse, which I have documentation to prove. A manager came to me and told me that they were no longer going to cover the original repair and that I would be charged extra for any additional repair. I told them that this was not explained to me during the initial maintenance and that why am I being told this after my third time coming back.After being forced to spend more money to try and fix the water leaks in good faith, I let them do more work on my Jeep and they sent me on my way. When I arrived home I noticed a missing part that they forgot to put back on. That same day I was there for the third time, I had to drive back for a forth time within that same day!The manager got really confrontational and yelled at me. After he calmed down, he promised me that they would call me and order the part for free and put it on in which they never did. As a result I had to drive to *******, ** myself to replace the part and spend out of pocket.Within less than two days it rained again and my Jeep was still leaking in water.DJCR dealership repeatedly ignored me, avoided sending me their surveys, and I was on my own. I ended up selling the Jeep Wrangler a couple days later because of my unacceptable service, experience and overall incompetence within the authorized dealership.

  

  Business Response

  Date: 04/13/2024

  ******************* did not purchase this Wrangler from **, he just purchased it 3 months ago from ************. They sold it to him with known defects which include a leaky roof. The Jeep Wrangler has a removable 3 piece top, removable doors, and removable windshield. There are several seals and weather strippings that typically shrink and decay over time which lead to water leaks. ******************* brought his Wrangler here to First Chrysler to have the water leak fix. It was explained to ******************* that there could be several places the water is leaking in from. It was explained that it could be a process of elimination replacing different weather strippings to find where the water is actually entering the vehicle, and that it could be more than one place. After a couple repair attempts and replacing a couple weather strippings the Wrangler was still leaking and ******************* took his vehicle and sold it. We are not responsible for an existing issue. ******************* should be seeking reimbursement from Car Town where he just bought the Wrangler from. 

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

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

  Customer Answer

  Date: 04/13/2024

  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. 

  [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,

  ***********

   

   

• Initial Complaint

  Date:11/29/2023

  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.

  This dealership had a 2015 Jeep Cherokee for sale for the price of $20,900.00, I made a trip to see it on 11/14/23, when I arrived at the dealership the salesman (*****************************) informed me that the vehicle was on a lift being inspected for mechanical issues and safety issues, I made a commitment to go see the vehicle the next day. On 11/15/23 my son and I went back and purchased the vehicle for the asking price of $20,900, 00 with the condition that they changed all 4 tires since they were in rough shape, they agreed and I put a deposit down of $13,000.00 and finance the rest of the amount. I picked up the vehicle on 11/21/23 because they had to wait for the tires to be delivered and installed, they had this vehicle for 6 days after purchased!Also, they were supposed to get the vehicle inspected, when I arrived at the dealership ******* met me outside and had the vehicle ready, except that the vehicle didn't have a inspection sticker because ******* told me that it needed to be driven 100 miles to reset the car's computer.I brought the vehicle home and after a couple of days ( 11/24/23) of days I was over the 100 miles so I took the vehicle to be inspected locally, the vehicle didn't pass the inspection and it was rejected, I thought maybe it needs to be driven a little more and I'll try again. On 11/25/23 the very next day a CEL light came on the vehicle, code P0523 ( Oil Pressure Sensor).On 11/27/23 I made an appointment at a Jeep dealership closer to my home since that code explains not to drive the vehicle, the technician called me a few hour later with alarming news about the car, attached are pictures of the issues:1) Other than the pressure sensor that was an OIL LEAK under the engine cause by the adapter on the pressure sensor and a bent end link ( picture attached) which is part of the car's suspension, and very visible if the car was on a lift twice at the dealership.On their website they say that ALL used vehicles go thru a 173 point inspection and that vehicle had a Gold Check Certification, how is it that this dealership had this vehicle on the lift twice, once when went there the first time and the other when new tires were installed and didn't repair a bent end link and oil leaking all over the bottom of the engine??I paid $903.58 at the dealership to get this car fixed correctly, I want a full refund plus $30 they charged me for a inspection they never did!

  

  Business Response

  Date: 12/04/2023

  The pre-owned vehicle that ************* purchased had been fully serviced prior to delivery. I can supply repair orders from our dealership as well as copies of Carfax history report proving the service work had been performed prior to ************* purchasing the vehicle. The repairs and services done prior to sale are as follows:

  Pre-delivery inspection completed

   Four tires balanced

   Four wheel alignment performed

  Rear brakes serviced/adjusted
  Front brake pads replaced
  Brake rotor(s) resurfaced
  Wiper(s) replaced
  Computer(s) checked
  Oil and filter changed

  Battery replaced
  Battery/charging system checked

  At the time of sale ************* requested 4 brand new tires and we agreed and ordered the tires which took about 5 days to come in. We installed the brand new tires and ************* took delivery of his new vehicle. ************* called my Sales Manager *********************** a few days later and stated the vehicle had a check engine light on and he was bringing it to another dealership to be looked at. We informed ************* he would have to bring the vehicle back to us to be looked at. He refused and took it to a dealership 19 miles away from us. The customer is required to bring the vehicle back to us to fix or repair any issues. We don't pay other Chrysler dealers to perform work that would have been completed here. We had no knowledge of any issues and weren't given the opportunity to look at and verify the issues so therefor we are refusing to pay for the supposed issues.

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

  GENERAL MANAGER @ 

  FIRST CHRYSLER DODGE JEEP RAM

  Customer Answer

  Date: 12/04/2023

  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. 

  [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,

  ******

   

   

• Initial Complaint

  Date:06/27/2023

  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 vehicle in 2018 with an extended warranty. The dealership charged me for this extended warranty and listed the date as the original purchase date 6/19/2015. The 5yr extended warranty was started before my purchase in 2018. How is this legal. Is this not considered double dipping. I'm having an issue with my vehicle that should be covered under this extended warranty. 5yrs would of been June of 2023 not June of 2022. I spoke to the warranty company. The warranty company was very surprised to view the information in my contract and directed me back to the dealership. I also left a message for the Manger at 1st Jeep, who did not get back to me.

  

  Business Response

  Date: 07/01/2023

  All new car warranties start from the original in-service-date (date the vehicle was originally purchased by first owner). Customer can reach out to me direct on my cell phone for explanation. ************ 

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

  General Manager

  Customer Answer

  Date: 07/01/2023

  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. 

   

  During the purchase of my used vehicle I asked for an extended warranty.  There was an additional fee for said warranty.  Im sure there was a charge for the original owner and then was also charged. The does not seem like a legal practice.  Rolling over the original warranty is not an extended warranty.  When you think you have 5yrs, whatever mileage is false. How is this allowed. 

  [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: 07/05/2023

  The extended warranty the customer purchased isn't an extension of the original extended warranty. The first owner didn't purchase an extended warranty (no need as they only keep new vehicles a couple years then trade them in).

  There are new car extended warranties and used car extended warranties that can be purchased. Used warranties cost more than new warranties....However, new warranties start from the original purchase date. It's easier to explain in person along with the different warranty brochures. If the customer would like to discuss the warranty plan in person i'd like to invite them to the dealership to do so. My only day off is Thursdays. 

   

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

  General Manager 

  cell- **************

  Customer Answer

  Date: 07/06/2023

  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. 

   

  I purchased as use vehicle and asked to add an extended warranty which should of started from my purchase date of 2018. I contacted the dealership prior to making this complaint. ***************** did not bother to return my cadid not bother to return my phone call.  The salesman stated that my extended warranty was included in the breakdown of the price. There was no mention of the warranty rolling over from the original purchase date and how that would shorten my warranty period.  Someone tells you that you have 5 yrs or x miles. I purchased 3yrs after the original own.  No matter how ***************** chooses his words 1st Chrysler salesman was not forthcoming with factual information.  

  I feel swindled.

  [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,

  ******

   

   

• Initial Complaint

  Date:10/31/2022

  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.

  2014 *************** towed to First Chrysler after big time overheating on the highway. I was extremely upfront about my vehicle having high mileage, as I drive converted minivans as medical device manfufacturers rep. and do lots of highway miles. I asked them to let me know if there was ANY possibility of the overheating being due to the engine or the transmission as it wouldnt make sense to put good money into such a high mileage vehicle. They had the vehicle for a week, advised me to replace every item in the cooling system when my vehicle actually needed a new engine. Even broke a few working items when removing my radiator, thermostat, water pump. This of course created delays waiting for parts and for them to have technicians to complete the work.I gave them over $2,200.00 and within **** miles, I had to bring my vehicle back with another catastrophic overheat. They quickly called and advised me that my head gasket was blown, and I needed to replace my engine. They offered no assistance or apology and I feel like I was robbed. I have never once gone to BBB but I want to protect others from this place. More details are in the attached document describing my experience. Criminal behavior and I seek a resolution.

  

  Business Response

  Date: 11/01/2022

  ******************************* had his 2014 Van towed in for overheating. We inspected the vehicle and found a radiator and water pump leaking. We looked the vehicle over and also found that the radiator hoses heater hoses and thermostat should all be changed. During that process we also pulled the check engine light codes and both catalytic convertors needed to be replaced. ******************** said to just get the cooling system fixed. He was not going to do the convertors. He just wanted to get a little more time from the vehicle. During the process we had other issues the transmission cooler lines came out of the cooler it had to be replaced and a plactic resevoir cracked when removing bolts. We did not charge for the resevoir. All parts and labor were at a reduced cost to keep it as low as possible. We road tested the vehicle and it was all set to be picked up. ******************* came back **** miles later stating his vehicle wasn't running good. We checked it out and it had an internal engine failure. Head gasket or cylinder head issue. Not uncommon with a high mileage vehicle a possible cause could have been the catalytic convertors from too much back pressure. When determining that we advised him not to tear down the engine but that it should be replaced. He stated he was not going to fix the vehicle anymore.s why here...

  Customer Answer

  Date: 11/01/2022

  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. 

  [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,

  *******