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:03/29/2025

  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.

  We brought in our Jeep to McFadden's for a shake in while driving at higher speeds around the start of February and they told us that it was inner tie rods which cost $941 which we paid and they fixed on the 24th of Feb said everything was good. After this visit we started to have a really bad wobble at high speeds when braking. We brought it in again and they told us that it needed new brakes that they looked like someone had been braking hard and showed signs of overheating as well as outer tie rods needed to be replaced along with an alignment. Seemed unusual as brakes were not that old and it was just in 2-3 weeks prior for inner tie rods. We had this serviced on 3/14 and paid $925 for the repairs. When we called about it the service advisor **** said that it still had some shake when driving and they were trying to figure out the issue. He said they were going to order control arms to replace as that was their diagnosis. Was concerned because we had already paid, he stated it was on them, they were going to fix the problem. We had the control arms serviced which was no charge to us. When we went to pick it up again he came and stated they were hearing a noise now and still some shake in the wheel. This time they were going to try and find a rack and replace that. Again I asked about price he stated nothing to worry they were going to fix the problem. Some days went by didn't hear anything called, said they couldn't find a rack but Service Manager wanted to give it a look again and make sure this was the problem. Brought it in, they looked at it and now we are being told that it will be over $2,000 to fix the shaking in the steering wheel. After all of these repairs we still have the problem and we were told not to worry they would fix it. Leaves us wondering did we need the other parts, mis-diagnosed. We have already spend almost 2 grand trying to fix the issues just seems one thing after another and not fixing the original issue we had.

  Business Response

  Date: 03/31/2025

  I was made aware of ********** concern after she had been in the second time.  When we got an opportunity to look at the vehicle it was determined that the control arm bushings were in very poor condition.  So we did replace them at no additional charge.  This improved the concern but did not eliminate it.  

  It is our belief that all of the parts replaced played a part in the original complaint, with exception to the brakes, which were a seperate type of vibration, due to a brake pulsation.  That said, I understand the customers frustrations and would feel similar if I were in her shoes.   We would like to contribute substantially to the cost of replacing the rack and pinion.  

  If we had replaced the rack and pinion as our first action, we believe the other components would still be necessary to correct the problem entirely.  This is one of those very unusual times that short of taking the shotgun approach and recommending all steering components up front, would not have been avoidable.  We did not forsee this being the case as rarely are all of these parts needed on a vehicle as new as Jennifers, or we would have recommended all the parts that have been replaced up front.  I have left a voicemail for ******** to call me and discuss our participation (1/2) of the approximate $2000, and await her call back.

  Customer Answer

  Date: 04/04/2025

   
  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:05/20/2024

  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 brand new punk'n orange *********** in June 2023. The dealer refused to honor the ********* retiree discount because of the color (should have walked away right then!!) This alone was an insult after 3 generations of my family retiring from Chrystler. When we took the jeep home and took the top off, we noticed sand under the pain for over half of the roll cage. After a full year, dozens of phone calls, promises to call back or escalate to regional support that never happened, and even escalation through jeep wave, the paint is still damaged with high risk of downstream impact and rust due to the sand. The dealer admitted to us that it would cause premature rusting or flaking of the paint. This dealer will deflect, ignore, and refuse to support the consumer. The staff only concerns themselves with achieving the sale....not consumer satisfaction or retention. Next step is the attorney will engage both the dealer and Jeep for ********* **** Act violations in warranty honoring. I would prefer to have the paint corrected professionally to the quality it should have been from the factory.

  Business Response

  Date: 05/21/2024

  The customer purchased the Jeep when vehicle availability was near an all time low.  We were upfront with them and let them know that like most all dealers at the time, we were not accepting employee pricing discounts.  They elected to purchase the Jeep knowing this.

  The ********** purchased the Jeep in June of 2023.  We did not have a factory certified technician at the time to perform paint and body work when the ********** shared that they had a concern of sand in the paint from the factory paint job.  In September of 2023, we closed our body shop due to a lack of qualified body and paint technicians.

  The local independent body shops in the area are and have been booked out for months with insurance and customer pay work.  They are not interested in assisting in a warranty paint problem when they are struggling to assist their own customers in a timely manner.

  I wish I had a good suggestion to resolve the matter.  As nearly every Jeep dealer in the area no longer has a body shop to assist with warranty repairs with warranty paint concerns.

  My recommendation is to have the ********** contact the customer service # of Stellantis which is ************.  Maybe they can persuade Jeep to contract with independent shops

  to perform any paint warranty work that is needed by the customer.

  Customer Answer

  Date: 05/27/2024

   
  Complaint: 21737418
  
  I am rejecting this response because:

  The discount is irrelevant, other than disrespectful. The low stock claim is false as there were several other jeep wranglers on the lot and weeks before time of purchase.  I have pictures of the lot with several jeeps in stock due to taking a picture of a wrangler 4xe the week before

   

  The dealer has been contacted several times with promises to call back. The dealer has not called us back, attempted to support the warranty claim in any way.  The situation remains open.  Stellantis does have an open cade file and has attempted several times to contact McFadden motors to support the warranty claim not being honored. ********** has advised that McFadden motors is refuding to call them back as well.  Warranty is for repair, or ************************* ****, appropriate compensantion is to be made to the consumer.  Stellantis, through their escalation process, has advised us to contact a lawyer to pursue the dealer for breach of warranty and ********* ****.  A lawyer is our next step.  This was an attempt to provide the dealer with an opportunity to honor warranty prior to that step. 

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

  Business Response

  Date: 06/18/2024

  As the general manager of McFadden Friendly Motors, I have never received a call from the McGuffy's.  As my response stated, I do not have a known way to assist the ********* in a solution to their paint concern.  Please provide the Stellantis case # and I will contact them to see what remedy Stellantis has to help a customer with a paint concern. 

  Without a Bodyshop, there isn't anything I am aware that McFadden Friendly Motors has to offer as a solution to address the concern.

  ***** McFadden

  McFadden Friendly Motors

  Customer Answer

  Date: 06/18/2024

   
  Complaint: 21737418
  
  I am rejecting this response because no resolution was given.

   

  case number 4062182
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:03/09/2023

  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.

  On January 17th, my son went to McFadden's friendly motors to see about purchasing a car. They showed him a 2020 challenger which of course he liked. I was supposed to be the co-signer and he was supposed to be the primary by the time they were done 8 hours later, I was on the paperwork as the primary and my son is second. The cost of the car is 25, 419. My son called them the day after the car was purchased and stated to them the passenger seat belt didn't work and they told him to bring it back and they would look at it. The bottom line is they sold my 19-year son a car that is unsafe due to a seatbelt that does not work properly and they knew about it, that is why the salesmen did not buckle up when he went with my son to take it on a test drive. They also said they fixed a chip in the windshield and it would not spread but that started to spread as well. So, to sum it up they took advantage of a teenager and sold him a car that is unsafe and has defects and they are telling my son they will not fix the issues even though they sold an unsafe car. I will never recommend anyone to this car dealership again. I have contacted my attorney and am ready to move forward with the paperwork if the issue is not resolved. I want this issue resolved asap. Thank you

  Business Response

  Date: 03/14/2023

  After receiving this notification, we reviewed the customer concern.  

  The customers son had come in to inquiry about the concerns.

  The sales person that sold this family the Challenger had the customer speak

  with our service department that quoted the repair costs to repair the vehicle as

  the vehicle was sold as is by the dealer.

  Upon learning of the customers frustration with this, I, ***** McFadden instructed

  my sales manager to make a good will adjustment to the customer and only charge

  a minimal amount to the customer for the replacement of the seat belt in question, so

  as not to imply a warranty.

  We had ***** go on the loan as primary in an effort to improve the loan terms.  

  Whether 1st or 2nd on a loan in ********, both parties are equally responsible for 

  the loan obligations.  We were only trying to make the financial arrangements between

  the bank and client as beneficial to the client as possible.

   

  ***** McFadden

  McFadden Friendly Motors

  Customer Answer

  Date: 03/15/2023

   
  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,
  
  *******************************