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:06/08/2023

  Type:Customer Service 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.

  On February 28th, 2023, I purchased a used 2020 ****** Ascent from ****. I advised **** that I was only interested in buying a car with a tow hitch. He advised me that there was not one on the vehicle, but they could add it to the purchase price. He added $700 to the price of the vehicle. When I came back to pick up the vehicle, I was told that there had been a tow hitch that was already on the car and that he didn't know that there was a removable panel on the vehicle in order to see it. I was told that I would be issued a check in the mail for the $700 that I was falsely charged for a second unnecessary tow hitch. I never received that check. I have numerous text messages saved between **** and I from March through June where I continued to inquire about when i would receive the check. Every text from **** indicated that he apologized for the delay and the check would be in the mail. I offered to come pick it up in person in case that would alleviate the issue. After continued promises with no check sent, I asked for it to be escalated. I have a text message from **** on May 20th, that states that he was sitting n the office with his general manager, *** ******, and that they both apologized for this "fiasco" and a check would be cut on Monday, May 22nd. When I still did not receive the check, I called the accounting department. She said that we would have to talk to **** or ***. Messages were left for both of them and there was no reply. I am at a loss for how to proceed and I really don't understand why a check for what must be such a small amount for the company is worth losing a customer.

  Business Response

  Date: 06/08/2023

  I left a message for the customer to call me back so we can discuss the situation.  I also wanted to personally make sure the customer had my contact information and I will contact the customer once the check is ready.  I will personally, follow up.

• Initial Complaint

  Date:03/17/2023

  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.

  December 21, 2022 - Tire rotation through Jones Junction ******; January 22, 2023 - Front driver side wheel came off while driving; Tow driver stated 4 lug nuts missing and 1 broken off. ****** service said they did their repairs on January 26, 2023, and moved vehicle to collision January 27, 2023. My vehicle still remains there to this day I'm filing this complaint March 16, 2023. i called January 27 and again on February 8, 2023, for update on my vehicle and was told it would be ready in 2 weeks. I received no call so I called again on February 20, 2023, because no one called to give an update, I was told it would be ready in 1 week; I again received no call with update. I called again on March 3, 2023, was told it would be ready in another week. I called again on March 8, I was told ready couple days, no call. I called on March 10 was told again couple days, no call or update. I called March ***** each day, ready tomorrow. Received call on March 16 and was told the body shop completed their job but service **** didn't fix/order a part to complete their job which they told me they did. I spoke with the Manager and the service **** never ordered the part until approximately 1-2 days ago (March 13 or 14). He stated he had no idea what was going on and didn't know why the part was never ordered. In the meantime, I have a rental car from Jones Junction since January 30 while awaiting my vehicle which I felt they had way too long, and I was getting brushed off. I now owe them $2000.00 for rental car. I've had my car serviced by them since 2017 and all my maintenance done on my car through them. I feel they are at fault for my tire by not having the lug nuts tightened after rotation or wasn't put back on because they are the only ones to ever work on my vehicle. My life or another life/vehicle was put in jeopardy due to negligence and I should be compensated, or price adjusted on the cost of the rental car for the length of time it took to complete the service.

  Business Response

  Date: 03/30/2023

  We are very sorry to hear about what happened with you and your vehicle. Please accept our apologies and know that the Jones team stands behind our customers. This has been brought to the attention of upper management and we will be reaching out to you shortly to discuss possible resolutions. Please afford us the opportunity to make things right. In the meantime, feel free to contact us at ********************************************************* and our Customer Relations team will respond in a timely fashion. Thank you and apologies again for your troubles.

• Initial Complaint

  Date:03/13/2023

  Type:Customer Service 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.

  12/29/22 I bought a vehicle from Jones Junction. I wish I could go back in time, First off, when I arrived I instantly had a feeling that I was just a number instead of a customer. I was given the keys to a vehicle and told to take it a ride. The salesman was preoccupied, I even asked him if I needed to talk to someone else, he said no its just a busy time of year. He didn't review the features of the vehicle (I honestly believe he didn't know and he didn't care to show me if he did know). I needed a vehicle and decided to proceed with a purchase. Before I arrived to dealership, I entered my trade in information on their website, I knew how much money their website said they would give me. They looked at my trade in and came back with about $1700 less than what their website said they would give me. When I asked why, he said because of the high miles, I told him that I put the same mileage on the website. He just shrugged his shoulders and said that his manger said so. I asked if they gave veterans a discount, he said yes, $500. When he came with the final numbers, there was no $500 off for veteran, I asked and he said manager changed his mind. I was tired and had been at this place for some time already while they played the typical dealership games. They took my keys to my car, and told me they were going to clean the new vehicle, 3.5 hours later I get the vehicle. I asked for floor mats that the vehicle came with, they put in $10 floor mats. I thought that I would just call the dealership the next day and ask why because the salesman had abandoned me long ago. When I went to DMV, the vehicle needed to be inspected. Why would they sell a vehicle that wasn't safety inspected in the state of Maryland? Bottom line - this dealership is deceitful, deliberate, unorganized, money hungry, and unprofessional. I will be writing Nissan and letting them know that a dealership is selling their products yet know nothing about the product. Shameful!

  Business Response

  Date: 03/31/2023

  Thank you for your feedback. Please allow us to apologize for your poor purchase experience. We strive for excellent customer service, but the ball was clearly dropped here. Management has been notified of your experience and will be reaching out to clarify any miscommunication regarding your deal, if they haven't already. At any time, feel free to email us at [email protected] if you seek further assistance. Thank you and apologies again.

• Initial Complaint

  Date:01/18/2023

  Type:Product 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 car from jones junction less than 30 days ago. I brought it back after 2 days complaining of a noise, they said they checked it and nothing was wrong. It grew louder the following week. I was told by a manager to bring it by again and when I did there was now a massive oil leak. I was to have a loaner ready and they charged me $100 for it. I no longer want the vehicle which again has been bought less than 30 days ago. They refuse to refund my 4000 deposit

  Business Response

  Date: 01/23/2023

  The Customer Relations Manager, Eric, has reached out and left messages in attempt to resolve the customer's issues. We will update as the situation is handled.

• Initial Complaint

  Date:12/22/2022

  Type:Product 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 had issues with my truck since I purchased it. Well a week later I noticed grinding on the right side. Thought nothing of it and figured when I get my first oil change will have them take a look at it. At the first oil change I asked them to take a look they said they could not find anything. So after the next oil change it got worse and they still could not find it. Well a few months later my left side wheel bearing gave out and my tire almost fell off. Got it repaired at another facility since Jones had no appointments available. I spoke to Jones service where they serviced it, his response was "Well we cannot check for everything!" A few weeks later, I had a tire blow out. I went to go change it and I noticed there was no jack or tire iron or anything in there. I had to call ***** **** to swap it out for me. So I called the sales rep on his cell and he told me there is nothing he could do, cause he was no longer with them. I spoke to the sales manager about it where I purchased it and his response was " I should have checked it before i bought it !". There is nothing more he could do. So I purchased the jack and tire iron at a Chevrolet dealership in White Marsh, Md at a later date. With the tire blowout, I went there at Jones to get it replaced and they said " They do not have my tire since they normally do not service Chevy Trucks!". So I went to *** and got a tire. So later Down the road I wanted to jut get a refund on my Jones for a lifetime and tire and wheel warranty. I spoke to the finance manager and she got all irate with me due to the fact that I did not have the paperwork of my truck I purchased. I asked to look at the system at my invoice and she said, someone else will do that. I am not happy and stressed and want a refund of the items I had to purchase such as my new tire, wheel bearing replacement and jack and tire iron. Plus I want a refund on my Jones for a lifetime and my Wheel and Tire Warranty

  Business Response

  Date: 01/06/2023

  Customer Relations Manager, Eric, has contacted the customer and is working with management to investigate and remedy the situation.

  Customer Answer

  Date: 01/17/2023

  Received a call from Eric two weeks ago stating he would look into it. I have not yet heard a response or any feedback

  Business Response

  Date: 01/18/2023

  Eric left a message for the customer as executive management has gotten involved. We'll reach out again tomorrow to finalize a resolution.

• Initial Complaint

  Date:11/29/2022

  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 drove my 2011 Jeep Patriot in for service as many small neighborhood service centers were detrimentally affected by COVID- 19 shut downs and encountered numerous problems resulting in a more malfunctioning unreliable vehicle then ever before at the cost of over $7.949 in repairs for 3 months span of time. At this point in time the vehicle is still only sporadically starting and I have no trust in its reliability.

  Business Response

  Date: 12/22/2022

  Business Response /* (1000, 5, 2022/11/30) */ CRM Eric has reached out to the customer and left messages regarding concern resolution.

• Initial Complaint

  Date:10/16/2022

  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 bought my 2017 Nissan Sentra in May of 2019 with 60,000 miles on it. When I brought the car in for its first oil change a few months later I told the service writer that I was concerned about the transmission because the RPMs were jumping up in down in the same gear and seemed to be a consistent problem. I was brushed off like it was no big deal, so I continued on. early this year (2022) I took my car to jones for a routine oil change and also stated that I was really concerned that my transmission and that it had started jumping and stuttering. I again was blown off and at the end of my service I was just told that I needed my trans fluid flushed in the near future for $350. I then took my car to a different independently owned shop and was told that I actually needed a new transmission AND that a trans flush would have actually made things much worse and would have made my transmission die sooner, which this sentiment was also shared by my local Nissan dealership. So why would I have 2 other places tell me this? It really felt like Jones not only didn't care about my safety, but they were also willing to take $350 from me that would have done nothing to help my car. I would also love to point out the fact that Nissan actually extended their transmission warranty to 80,000 miles (I'm outside at 117,000 miles) point being that if my initial concerns at my very first service would have been addressed at the time, I would have been covered and the issue could have been resolved for me with no cost. Instead, I just had service writers that consistently blew me off and tried to charge me for things that were unnecessary and expensive and are in my opinion not knowledgeable. I'm now looking at $4,300 in costs for a new transmission. I'm really disappointed that I was just another dollar for this company.

  Business Response

  Date: 10/18/2022

  Business Response /* (1000, 5, 2022/10/18) */ Jones management is reviewing the service history and will be in contact with the customer soon. Consumer Response /* (3000, 12, 2022/11/07) */ My complaint with jones junction was never addressed by said business Business Response /* (4000, 17, 2022/11/21) */ The Customer Relations manager has reached out and left messages in attempt to contact this customer. So far there has been no response. Consumer Response /* (3000, 12, 2022/11/07) */ My complaint with jones junction was never addressed by said business Business Response /* (4000, 17, 2022/11/21) */ The Customer Relations manager has reached out and left messages in attempt to contact this customer. So far there has been no response. Consumer Response /* (3000, 24, 2022/12/10) */ It is not my fault that the service writer never documented my complaints, this is not something I have control over and I stated my problem the very first time I brought my car in for any type of service. Of course they didn't document it, it's your business why would they. I was told that I would receive a call from Chuck and I have been waiting 3 weeks and haven't heard a thing. This company does not care about their customers.

• Initial Complaint

  Date:09/15/2022

  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.

  On August 27th, 2022; I bought a 2016 Range Rover Sport TD at Jones Junction. Immediately I drove off the lot, I noticed problems with the Air Conditioner System of the vehicle. I called the Sales Man (Mr Beautiful) and told him there was an issue with the AC. He advised I bring the vehicle back to the dealership. The car was taken back and dropped off at the Toyota Service of Jones Junction. I just picked up the vehicle today (Wednesday 09/14/22) and the AC is still malfunctioning. I pulled over and called the service desk and was advised that my assigned advisor; Ms Karen ******** had left for the day and that she will be back today (Thursday 09/15/22) @ 0700 hours. I will be taking the vehicle back later today (Thursday). I am not happy that after leaving the vehicle with the dealer for 2 weeks, the core issue has yet to be resolved. While researching online, I gleaned that there is a pertinent debacle with these specific RR Sport TD models. I am nonplussed why my vehicle was not taken to an authorized RR Dealership Service Shop to be remedied.

  Business Response

  Date: 10/31/2022

  Business Response /* (1000, 11, 2022/10/06) */ Jones management has reached out to the customer.

• Initial Complaint

  Date:09/08/2022

  Type:Order 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 had my car appraised 8/20/22 and received an offer to purchase my car. It was a Saturday, and I was told to return Monday to sign the papers. I came in on 8/22/22 and signed the papers and was told the check amount that I would receive in a few business days, as my car had to be paid off, but was told, "don't worry, we send a courier over to the bank today to do that." Today, 9/8/22, I have yet to be paid, and my car is for sale on their website. Multiple calls have resulted in voicemails left. Forwarded message From: Stacey D ************************** Date: Thu, Sep 8, 2022, at 7:00 AM Subject: Payment requested today for car for sale on your website To: **************************** *************************** Good morning, After reading reviews on Carvana and Koons about how easy it is to sell a car, I am frustrated with the complete opposite experience I have had at Jones. Even though other offers were higher, I knew someone at Jones and wanted to give a local company my business. I am infuriated that my car is for sale on your website and I have yet to be paid. I was told "5 to 7 days" on August 20th. I have yet to be paid for my car. It no longer shows up on my MVA account or my APGFCU loan account. It shows up as for sale on your website. https://www.jonesusedcars.com/used/Volkswagen/2019-Volkswagen-Jetta-cb690d570a0e087f56d9fbc5273a7ccf.htm# See below for the social postings (Google, Twitter) I am planning to make today. I will afford you the opportunity to rectify this situation today. Best, Stacey ***** XXX-XXX-XXXX Tweet I am going to make today if this is not resolved by end of day. I will also post same to Google reviews. @Carvana : Sell your car, check in hand when they take it @koonsauto: keep your car you sell to them until their check clears, @JonesJunctionBA : wait weeks for people to tell you different stories about when they can pay you while you see it for sale on their used car website.

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 20, 2022/10/14) */ Please reopen this case. CRM, Eric has been dealing with health complications. He (I) is (am) reaching out immediately.

• Initial Complaint

  Date:07/29/2022

  Type:Product 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.

  Recently, 2016 Hyundai Tucson does not accelerate after stopping. After pressing the gas pedal completely, car starts very slow. This could cause bodily harm if this might caused an accident.

  Business Response

  Date: 09/16/2022

  Business Response /* (1000, 18, 2022/09/02) */ Management has reached out to the customer to schedule service and check parts availability.