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:02/21/2025

  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.

  I paid $500 to hold a vehicle from this dealership and I assumed that money would go towards the final purchase price but it turns out it was not. I was told that the $500 was just to hold it which does not seem right to me. I would like my money back.

  Business Response

  Date: 02/24/2025

  *** *** put the deposit down in November and completed her purchase in December of 2024.  The buyers order is attached to this response and shows the $500.00 was applied as Cash Down on the purchase.  Please see attached document.

  Customer Answer

  Date: 03/04/2025

  
  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:12/31/2024

  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.

  We brought my 2023 grand cherokee to dealership in September for a large nail in left tire. Picked it up and rough/bumpy on right side. It has been serviced 4 times and they say it's okay and in spec. We just picked it up again on Dec 30th and still driving rough/ bumpy on right side. They say there is nothing else they can do. We need this resolved. I don't feel safe the way it is driving!

  Business Response

  Date: 12/31/2024

  Our service manager ***** ********* is reviewing this issue and will contact the customer directly to address this.

• Initial Complaint

  Date:12/23/2024

  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 a truck from Gladstone dodge dealership on 10/14/2024. After signed all the paperwork, I went to leave the dealership when I noticed a light on the dashboard. The message on the dashboard read that the fuel filter needed drained and replaced. I mentioned it to my salesman, who went to ask about the light. He then told me to drive the truck for a couple of days and the light will go away, but if does not to bring the truck back in to be looked at. I took my truck back to the dealership on 10/23/2024. That is the last time I seen the truck. When I had the truck evaluated, I was told that the fuel tank had syrup in it. The manager then told me that they had 2 other trucks with the same problem. Initially the dealership did not want to properly fix my truck. I had to speak with other dealership’s and fight with the manager to properly fix my truck. When I would bring up compensation, the manager would say that we offer to fix the truck when we didn’t have and we let you drive one of the trucks on the lot. I disagree with that since the manager said that they knew about the vandalism and kept my truck for more than a day. Then they wanted to total out my truck. Once again I asked about compensation due to the fact that I sold them a perfectly working truck, to but a new that was lower priced than other ones only to have the truck totaled out. They wanted me to buy another diesel truck $6,000 more than the one they totaled out that I could not afford. The dealership refused to compensate me. I called the headquarters for ram trucks to file a complaint, and they refused to help me. Now I am drive a truck that is not same as the one I had totaled out. I am wanting compensation but none of the parties involved want to help me, and the headquarters apparently does not care that the dealership representing there brand treats the customer like they are trash and not important.

  Business Response

  Date: 12/24/2024

  The vehicle *** **** purchased was one of several that were vandalized on the lot.  This was not known until he had taken delivery of the truck.  Once this was determined we filed an insurance claim for the damaged vehicles.  While this claim played out *** **** was put in another vehicle to drive the entire time so as not to be left without a vehicle to drive.  When the insurance company determined that the repair would exceed the value of the vehicle it was deemed a total loss.  *** **** was then put into a like vehicle with the same structure as the first purchase.  *** **** was not out any additional cost or expense and was provided with something to drive at the dealership expense the entire time this played out.  There is no additional compensation deemed needed for this situation.  It is the position of Gladstone DCJR we have done everything needed to address and correct this issue with no undue stress to *** ****.  We feel the situation was handled and closed correctly. 

• Initial Complaint

  Date:11/11/2024

  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 bought our Jeep from them and the extended warranty. They have had our Jeep now for over a week and won’t respond to any calls or texts about fixing our issue and we are without our car. No updates. No reponses. Nothing even when asking for escalations.

  Business Response

  Date: 11/12/2024

  **** *****

  We will have someone in contact with you this morning and work to get this wrapped up ASAP.

  Please feel free to contact ******** ****** General Manager at ************ or ***************************

  I am sorry for the length of the service and will make sure this is addressed.

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

  Customer Answer

  Date: 11/12/2024

  
  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:11/08/2024

  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.

  On Aug 13,2024 I brought my jeep in for an oil change and to get a noise looked at as well as my right blinker needing to be fixed. ***** had called and said that the noise was control arms that needed to be replaced and they would reach other to my extended warranty. I came to pick up my vehicle the same day and turned on my car which is a 2018 Jeep Renegade just to find out my left blinker wasn’t working even though when I dropped it off it was. They asked me to bring it back because extended warranty needed pictures and as I was driving home my right blinker that I had paid for stopped working. When I brought it in they said they tried to fix my blinker but that it needed new pigtails and wiring. I had pointed out to ***** that something leaked from under my car as they drove it to the back and said she would look into it. It’s on camera. I had to tell them 3 times that my fluids didn’t get topped off. After having little communication I chose to take it to another shop ****** * ******* Leavenworth Ks. When that shop was doing there assessment they found that neither of the problems Gladstone mentioned was an issue. They hooked my lights up, they worked. I needed both front Stab Links and Bushings but no control arms. Gladstone tried to charge $4,000. On Nov 6, 2024 I took my jeep to Luxury to get my oil changed as they went to replace the oil filter they notice that the Oil Filter Housing Adapter was bent due to being improperly installed from the previous oil change which was done at Gladstone Dodge Jeep. Nov 6-7,2024 I spoke with the General Manager **** ******, he told me to bring him the receipt and out of good will would reimburse me. I showed up with the part to show him and the bill and he said that if I want money from him it’s gonna be on his time not mine. He said they aren’t responsible for it. Luxury was in contact with Gladstone as well about this oil filter housing adapter. I would like the money back I had to pay out of pocket to fix this issue.

  Business Response

  Date: 11/11/2024

  BBB,

  Ms. *****, Contacted the dealership complaining of the issue referenced.  Ms. ***** was asked to present the bill for the repair for review and consideration of a goodwill adjustment.  Ms. ***** continued to berate with the constant use for foul language the entire time she was on the phone. The issue she references is with an oil filter.  Had this oil filter been an issue for the entire time since the oil change in early August there would like have been an oil leak due to the mentioned damage.  The day Ms. ***** came to the dealership using foul language during the entire conversation she left the dealership walking through the showroom screaming foul language at our staff and customers in the building.  Her claim that this issue was caused by an oil change at Gladstone DCJR in early August does not fit properly with the issue being claimed.  She brought a part for inspection we stated we would have our service manager look at the part the next day since he was out of the building that day.  This is when Ms. ***** grabbed the part and left the showroom screaming and cursing all the way out the door.  This type of display is not tolerated.  We do not believe this damage was caused by Gladstone DCJR and is likely the result of someone turning the oil filter the wrong way when attempting to remove it.  The requested billing showing the repair was never presented as requested.  At this point Ms. ***** has yet to follow through on anything therefore Gladstone DCJR is declining to participate.

  Business Response

  Date: 12/17/2024

  Gladstone will not participate in or offer any refund for this issue.  The customer has not provided any proof and liability. 

  Customer Answer

  Date: 12/17/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have and so has the other shop that fixed Gladstone’s mess up and has contacted them regarding this issue. I’ve shown up with proof and got told it’s on his time not mine and threatened with the cops because I drove 30 mins to bring the part and receipt to him not to get any help in return.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:11/04/2024

  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.

  I worked with the internet sales manager *** ****** on 10/30/24. We agreed on purchasing a vehicle, they did a bunch of hard inquiries to my credit, agreed on down payment, trade in values and agreed that I would be there on Saturday 11/2/24. I drove 4 hours one way to get there only to have Sal tell me that another salesman sold the vehicle on Thursday 10/31/24. Completely unprofessional way of doing business and now I have a bunch of hard inquiries on my credit report for nothing.

  Business Response

  Date: 11/04/2024

  Mr. ******* did inquire about a vehicle in our used car inventory.  Our sales staff provided options available as shown in the document provided by Mr. *******.  Also noted is there is no signature by either party on this document.  This was an option only and no signature or deposit was offered by Mr. ******* to ensure the vehicle was sold to him specifically.  Every vehicle we have is for sale to the first buyer that fully commits with signatures of agreement and by providing a non-refundable deposit to secure the vehicle is removed from the market.  Mr. ******* did not go to this level of commitment.  Therefore the vehicle was left on both our website and sales lot for sale.  In this case this vehicle was a fairly rare vehicle and with that status garnered a high level of interest.  It did sell on the spot on Thursday evening.  Our sales person dealing with Mr. ******* was off duty on Thursday and did not verify that the vehicle of interest was sold on Thursday when he returned to work on Friday.  He did not advise Mr. ******* that the vehicle had sold the prior evening.  This was a miscommunication on the part of the dealership.  We have replied to Mr. *******'s ****** review.  

  Customer Answer

  Date: 11/04/2024

  Complaint: ********
  
  I am rejecting this response because: I was never sent a signable purchase agreement; all I received was a picture of it.  I was also not told or asked to make a deposit on the vehicle.  Also the fact that you are stating that the vehicle was a rare vehicle which garnered a lot of interest is not valid.  The vehicle was listed for sale at your dealership on 10/6/2024 and didn't sell until 10/31/2024.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 11/05/2024

  The vehicle in question was for sale the entire time it was on the lot.  Mr. ******* did not make an offer or place a deposit to secure the vehicle.  Every vehicle is for sale every day until purchased.  In this case the vehicle sold on the Thursday evening before Mr. G****** came to the dealership.  We do not hold vehicles for any customer without a firm offer approved and accepted and with a non-refundable deposit placed.  Therefore this vehicle was sold prior to Mr. ******* arriving on Saturday November 2, 2024.

• Initial Complaint

  Date:09/10/2024

  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.

  I am a retired Army combat veteran. I have a 2023 Jeep Grand Cherokee that I bought brand new and paid in full. My vehicle is still under warranty. I took my vehicle for routine maintenance and a diagnostic on front suspension on September 4 2024 at 08:00am. On September 6 2024 around 04:00pm They completed the routine service and discovered no faults in the diagnostic. However, they told me they damaged paint. They want to repaint my car, which will obviously lower the value of my car, since my car has no prior paint. and they do not intend on replacing the damaged part with original manufacturer part, which is something they can easily do. Moreover, their general manager contacted me, and talked to me in a demeaning manner, and explained to me clearly that they do not care that my car will lose value after painting. nor will they refund. I have worked very hard my entire life for every penny. Please help resolve this issue. I just want them to be held accountable for negligence on their part. I recently left Army life, I already have a hard time adjusting to civilian life, there are too many stressors in my life, and this business in question has furthered my suffering and mental state. I urge you to please reach out to them.

  Business Response

  Date: 09/11/2024

  Gladstone DCJR has admitted to the minor scratch on the vehicle.  We have also agreed to make the repair as needed and correct the issues at no cost to the customer.  Customer has demanded that the vehicle not be painted on as required to repair this scratch.  That is the only way to make the repair.  It is the normal and correct process to address this issue.  We have also agreed to leave it as is and pay the customer directly the amount of the estimate for the repair so he can address it however he would prefer.  We will proceed which ever option he decides he wants to choose.

  Please advise.

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

  General Manager

  Customer Answer

  Date: 09/11/2024

  The value of the original part in question is around $1,300-1,500. Plus $200 labor. 
  if they agree to pay this amount, I will consider it fair for the damage they cuased

• Initial Complaint

  Date:05/21/2024

  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.

  My husband and I went here April 23 to have the transmission fluid in our 2021 Jeep Renegade flushed and replaced. After inspection, we were told the Rear End Seal needed to be replaced, and it would take 5 days to complete. We were quoted $865 for the parts and labor needed for the flush, and that the Rear End Seal would be covered under warranty. In the meantime, we rented a 2022 Jeep Cherokee from this dealership. Five days turned into 24 days, and on May 4th we were in an accident involving the Jeep Cherokee. No other cars were involved, and I called Gladstone Jeep to discuss the issue and started a claim with my insurance company, Traveler’s, and brought the car back to the dealership. The car was deemed driveable, and they let us continue to use the rental car. On May 16th I got a call saying that our vehicle was ready for pickup, and that the new amount would be $1300, plus an additional $1000 for my deductible. We were never advised of this change. We explained that there was no deductible to pay per my insurance policy, and that my insurance advisor told me that all payments would be made to them. ***** ******* the service manager, insisted that I would have to pay the $1000 deductible on top of the original repair cost in order for my car to be released to me, and that she would refund any additional funds to me directly. She said this was so the car could be repaired starting that day. At no point had my insurance company been able to do a damage inspection or report for themselves. My insurance agent has tried to reach out to her many times with no answer. She finally agreed to release our car to us, and I paid the $1,357.00 for labor and parts for the Jeep Renegade, along with the rental fee. While leaving, we noticed that the transmission was having issues and that the car would not reverse. We took our car back to the dealership and were told that they would get to it May 17th. There has been no update, no answer, and no returning of our calls.

  Business Response

  Date: 05/22/2024

  The vehicle in question was in for service and did develope a leak right after the repair.  It has been retunred and is currently in having that issue corrected.  Our service department team has been in contact with the customer and working to address these concerns directly.

  Business Response

  Date: 05/22/2024

  This is conversation our service and parts director had with *** ********

    At 11:30 AM on 5/22 I spoke with ********* husband in regards to his vehicle. He was frustrated about the fact that his vehicle was back in the shop. We originally had his vehicle in the shop on 4/22/2024. It came in for a transmission service. He also wanted us to look it over for any warrantable repairs that needed to be done. We found a leaking vacuum pump, water pump, valve cover gasket, & leaking rear main seal. We addressed all of these issues and repaired them while it was in the shop. After we initially delivered the vehicle to him after these repairs and services he had transmission issues once he got it home. He stated that it was making noise between 45-55 miles per hour and felt like it was slipping between gears & reverse. We got the vehicle back here to the dealership and opened a ticket on it on 5/16/2024. It was diagnosed that it needed a transmission replacement on 5/21/2024. We are currently backed up on transmission work & our transmission team is about 1 week out on diagnosing transmission concerns. I called and talked with *** ******** on 5/22. I asked him his concerns and if he had any questions in regards to his vehicle. He stated frustration in regards to the transmission having issues, the time frame of diagnosis / repairs, and communication. He was also frustrated with us trying to collect an insurance deductible from him on a Rental car that belongs to the dealership that he damaged while his car was being worked on during his initial 4/22 repair. While talking *** ******** talked about resolution and making things right. I asked him a couple of times what he was wanting in regards to this "resolution". He kept stating that there was no making it right. He later did say that he wanted his vehicle fixed and done in a timely manner. He also stated that he wanted me to follow up with him on his vehicle's progress. I told him I needed to get approval from ******** to replace his transmission and would have to order parts to get it fixed. He agreed to let us proceed with the process and repairs. I did explain that his vehicle was still under factory warranty and the transmission replacement would not cost him any money out of pocket. Within 20 minutes of talking with *** ********, I called him back with the good news that the transmission was approved for repair and explained that we had the parts on order to fix it. I explained that the transmission would not be here and ready to install until Monday 5/27/2024. I also let him know that we would follow up with him as soon as the transmission arrived and this would be no later than Monday 5/27. We will continue to follow up with *** ******** until his vehicle is repaired. Repairing his vehicle is marked as a top priority within our shop. We fully expect the vehicle to be back on the road the week of 5/27/2024.

   

  Customer Answer

  Date: 06/13/2024

  Our car was finally ready on 6/13. But now the dealership is refusing to provide us with the service records, showing what was repaired/replaced and when. There is no update to the services performed on the Mopar website, or on Carfax. We do not have a clear indication of what services were actually performed, as the paperwork they provided us at pickup only shows the notes from the technicians on what they planned on doing. I just want the service records from 4/22/24 to 6/12/24, so that we can verify everything that they said was done was actually done, and if we have any issues with the new parts in the future.

• Initial Complaint

  Date:04/13/2024

  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.

  our car was stolen and recovered. We took it to Gladstone Dodge for repair. We were given a quote and expected all items on list to be done. However, they didn’t do almost $600 worth of work plus time and taxes for about $1000 total they said they would, they quoted clean up and detailed plus our emblem. No emblem was put on and the car came back filthy, with glass all in it, sticky marks everywhere that’s almost impossible to get off where it appears stickers were applied, the underside of the dash was not put back in place and hanging out with wires showing. They charged us for all this but never did the work. This Dodge dealership is the worst about scamming people. We want resolution.

  Business Response

  Date: 04/15/2024

  BBB,

   

  We have spoken to the customer and the vehicle is due back into the dealership on Tuesday 4/16/24 for a follow up inspeciton.  Once completed we will finalize the response.

   

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

  Customer Answer

  Date: 04/15/2024

  We will see what they say about the issue and how they plan to resolve.

  Business Response

  Date: 04/16/2024

  Vehicle is due to be back in the service department 4/16/24 in the afternoon.  Until it is here nothing can be done to review the issues claimed.  The repairs will be reviewed and submitted to the customers insurance company for approval.

• Initial Complaint

  Date:10/19/2023

  Type:Sales and Advertising 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 placed a deposit to order a new vehicle June 15th 2023 I was quoted 3 month wait time- due to automotive strikes this timeframe passed and I didn’t receive the car I no longer wish to wait and wait to receive my deposit back They refused to refund the deposit

  Business Response

  Date: 10/19/2023

  *** ******* did place a special sold order for a new Jeep Wrangler.  When the order was placed *** ******* left a required sold order deposit in the amount of $500.00.  *** ******* was informed at the time that the deposti was non-refundable unless the vehicle was received damaged or incorrect from the order.  The normal time for a sold order is 3-4 months.  There are events that have delayed this tme frame due to an ongoing UAW strike at the assembly plant that builds the Wrangler.  There is a current estimated ship date of November 15, 2023.  Depending on the work stoppage this could hold true or possibley be extended.  Gladstone DCJR has not altered our order structure and all events are beyond both *** ********* and Gladstone's control.

  Business Response

  Date: 10/20/2023

  *** ******* placed a special order for a new specfically built Wrangler.  Due to issues beyond both *** ********* control and the dealerships control with the United Auto Workers strike against the manufacuturer the delivery process has been delayed.  As to *** ********* claim of a guaranteed delivery in three months no such promise was made.  The normal time frame is 90-120 days under normal circumstances.  There are extraordinary circumstances applied at this time.  Unfortunately the circumstances did change during the manufacture period.  The sold order deposit is non-refundable.

  Customer Answer

  Date: 10/20/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I was promised and quoted a timeframe. This business failed to provide me my services in a reasonable time frame. 
  

  -nothing was signed and no services were rendered 

  - legal language ‘deposit’ implies refundable; ‘retainer’ applies non refundable 

  -this business is now withholding my money and refusing to return it after they failed to provide me with the services they promised .

  I am yet again requesting my deposit $500 back. 

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

  Customer Answer

  Date: 10/20/2023

  They claimed 90-120 days delivery time in the last response. It has been weeks passed that.  
  
  this dealership stole my money and is refusing to return it even after they quoted me a time and were unable to provide me with the services in this time frame.