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:04/07/2025

  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 Lincoln Nautilus 2024 in July of 2024. There was an alert the moment I got the car that the adaptive lighting wasnt available. I asked ****, the salesperson who sold me the car about it. He said it should go away but to keep an eye on it. It never went away so I told him through text on 7/22 about the alert. My car went to be serviced for some Zurich shield product that turns out to be just an upsell on 7/29 and he said service would fix the alert. When I got the car back, the alert was gone. It was gone for about a month but came back on. There was also a rattling noise in the door that could only be heard on the interstate going about 70mph that I noticed. The car went into service in October and December 2024 for these things. The alert was never fixed. I took it back in January 2025 and I demanded they fix my car. I spoke to the sales manager ****** ****** who said they would be fixing my car. I heard back the next day that they needed to order a new part and they would contact me when the part came in. I never heard from them. I texted **** who sold me the car on 3/17/2025 about an update and saw he read the text but he didnt respond. I called the service department on 3/24 and left a message for ****** ******. The service department finally called me back and my car went into service on 3/26. They initially wouldnt give me a loaner, despite this being a selling point of going to East Carolina Lincoln as this service would only take a couple of hours. Today is April 7th, 2025 and they have had my car since 3/26/2025. After making a big deal, they finally gave me a loaner but have since been very poor with communication. I did a surprise visit to my car to see if they were working on it on 4/1/2025 and I found my car to be unlocked in the parking lot. They need to take down their sign in their dealership area saying they are not responsible for theft if they routinely leave their customers car doors unlocked. So many things wrong here.

  Business Response

  Date: 04/23/2025

  We are aware of the situation and are working with Lincoln to get the vehicle bought back and turned-in.  As for the parking lot incident, we apologize for this mishap and have since changed our process to checking the customer lot multiple times a day to ensure the doors are locked.

• Initial Complaint

  Date:02/13/2025

  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 Tuesday 1/14/25 14 at approx 8:00 am I dropped my car off at the scheduled appointment. My car was to be diagnosed and serviced for check engine light. There was an initial charge of $99 plus tax for the diagnosis 2 codes were found PO6DD and P219A. I received a call and text with an estimate of about $2000 to complete the work necessary for repair. The repair was estimated to take 1.5 days however the car was returned to me 4 days later on Friday 1/17/25 at approximately 11:45 am. I received a courtesy pickup to get my car. I drove my car about 15 miles and the check engine light came back on. I returned to the shop on Saturday morning 1/18/25 where I saw my service advisor. He checked the car and confirmed that the same check engine code P219A was back but assured me that the car had been repaired. He advised me to return on Monday because the mechanic was not in. On Monday morning upon return I waited approx 30 mins at which time I was told that the car was checked out by the mechanic and the O/2 sensors were fine. It would be an additional $3000 to check the code which was already previously diagnosed. I declined any further action and requested my keys. The service advisor stated that as a courtesy he wouldn't charge me the $99 fee again. I took my car for a second opinion where I shared the details and receipts for alleged work done. I was told that no repair was made to address one of the codes and I should take the car back for the dealer to complete the work I paid for. An additional message was sent to the service advisor to see if they were willing to rectify the situation before I escalated, I received no response.

  Business Response

  Date: 02/18/2025

  To Whom it may concern,
                              The vehicle presented with two DTCs in the system. We performed Diagnostics and found that the P06DD-Engine oil pressure control circuit stuck off, code was due to a mechanical concern with the oil pump. The Technician quoted to replace the oil pump and to replace the oil cooler adapter due to a noted leak, and then recheck the system. The other **** P219A-Bank 1 Air/fuel Ratio imbalance, could be setting due to the oil pump DTC. The system having not generated the correct amount of oil pressure will affect the camshaft timing and thus could cause the effect with the Air/Fuel Ratio. The tech installed the oil pump and oil filter housing and restored the vehicle. The tech found that the vehicle did not reset any DTCs during the post repair test drive. The tech released the vehicle and unfortunately, the Check engine light came back on with the customer. When the vehicle returned, we did not charge a second check out fee due to having just made a repair to the vehicle. At that time we found that the **** P219A had returned and upon performing in depth diagnostics, found that the code was likely being caused by a problem with the camshaft,rockers and lifters. These components are directly affected by the oil pump and oil pressure and are the likely effect of the pump having not been supplying the correct pressure over time. The customer stated to the advisor that she had been driving the vehicle for a while with the engine knocking and was hoping that the repair was going to fix that issue as well. While this repair sequence is not uncommon it is unfortunate for this customer that the vehicle had concerns that were compounded on each other. The customer was advised that the initial repair needed to be performed and then have the system retested. We did so and, at the time, the codes did not return. As such, we released the vehicle to the customer. This is a difficulty when repairing vehicle systems that may not report an issue (set the check engine light) until several failed drive cycles. We do our best to test and drive the vehicles, post repair, to validate our work. However, there are instances where the system will set the codes after several drive cycles or conditions that we cannot fully repeat.
  
  ***** ********
  Service Manager & Senior Master Technician
  ********************************************************************************
  East Carolina Chrysler-Dodge-Jeep-Ram-Fiat-Lincoln
  Work: ************       Direct: ************
  *******************************
  

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22935613
  
  I am rejecting this response because 
  Complaint: 22935613
  
  I am rejecting this response because the business did not provide any resolution to part of the initial problem presented.  There was additionally no indication of an oil leak anywhere before I bought the car into the shop.  The information about an oil leak was not shared with me until after the work was already completed and there was no proof provided. The *** P219A was the main reason that I bought my car to the shop. This is the problem that was documented when the initial appointment was scheduled.  The check engine light for code P219A came on within 24 hours of leaving the shop and I returned the car immediately the next morning not as a result of several drive cycles.  I have documentation that it was the same code and there was nothing done to repair that code.  Again this was the initial reason that my car had an appointment scheduled at this repair shop.  I took my car for a second opinion and I was told that the check engine light can be temporarily reset but if the problem is not addressed it will come back on.  In my case it appears  the problem was not addressed.  
  There was no thorough check or in depth diagnostics done to my car when it was returned to the shop the 2nd time.  The service advisor put the testing equipment on the car right in front of me to verify the code then he went to speak to the mechanic.  He returned shortly and I was informed that the O/2 sensors were fine and in order to do any further checks on the car it would cost me $3000.  
  This is not a resolution.  I bought the car to the dealer because I thought they would be able to provide reputable repairs and guarantee the work that was done.  Instead I left the shop with the same issue, less $2000, and my car sounding like it was in worst condition than when I bought it there.  I wanted to give this business a chance because it is a dealership and I have had and maintained the car since it was brand new with very few issues but now I feel as though I was taken advantage of and I'm prepared to further escalate this situation if the business is not willing to complete the services I paid for.  
  
  Sincerely,
  
  ******* ******-***
  

• Initial Complaint

  Date:10/16/2024

  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.

  Dear East Carolina Chrysler Dodge Jeep ******** Management,I am writing to formally express my concerns regarding the ongoing service issues related to my late father's 2015 Jeep Cherokee Latitude, which has been in your care since July 2024. Despite multiple service visits and an accumulated expense of approximately $5,000, the underlying issuesparticularly persistent overheating and coolant problemslikely still remain unresolved. Throughout this process, I have experienced delays, lack of communication, and what I feel has been an overall lack of concern from your ******** is disheartening to believe that, if I were of another race, the level of service, attention, and compassion extended to me would be vastly different. Discriminatory business practices, whether intentional or not, should not be allowed and should be made known to the public. While I am seeking to resolve this issue peacefully, I want to make it clear that I no longer have confidence in your teams ability to properly repair my vehicle.This Jeep holds significant sentimental value to me and my family, and my only desire at this point is to have it returned. I am requesting a reduced price to release the vehicle, as I do not feel I should be held fully responsible for further costs given the dealerships failure to adequately address the initial concerns despite numerous attempts on my part.This letter serves as my first formal attempt to mediate the situation. I am attaching a full document outlining the timeline of events and details concerning the repair issues for your reference.I look forward to resolving this matter swiftly and fairly.Sincerely,****** Shawntay ********, MBA, CPMSM, CBCS, CPC Phone Number: ************ Email Address: **********************

• Initial Complaint

  Date:10/10/2024

  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.

  "I'm filing this complaint because I believe that the business is being unfair and not providing me with the recall that I'm entitled to. The recall is meant to fix a specific issue, and I believe that it should be applied regardless of the engine type. I'm seeking a resolution to this issue and I want the business to provide the recall. the timer chain belt issue has caused damage to my engine and that I believe the business is responsible for the damage. the business has refused to provide the recall, which you believe would help to fix the damage caused by the timer chain belt. That's concerning. It sounds like the business may be trying to hide something. the business has given me two different numbers for the vehicle and that both of them were incorrect. I believe the business is trying to avoid taking responsibility for the damage caused by the timer chain belt. ******! That's definitely a red flag. It sounds like the business is trying to hide something and they don't want me to talk to the person who told them that the engine wasn't original. I asked for the contact information and the business refused to give it to me! the business is hiding something and that I want the truth. Than she going tell me that she took pictures of my engine and it's got green paint on my engine like it came from a **** yard! I feel like they lying they had my car over a month now! I never seen no green paint on top of my motor! She still wouldn't give me the contact information that who told her the engine didn't match! I asked her to give Me the number off the block of my vehicle that she suppose had gave somebody to verify that's the original engine was not in my vehicle! she gave me 2 different numbers they was not correct! Called her back she did not answer my call she knew she was lying! I asked how y'all knew the timer chain belt mess up my engine and y'all never put the timer chain belt on! She tell me they can't fix no recalls at all!

• Initial Complaint

  Date:09/19/2024

  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.

  The 2024 Ram 5500 Rollback was in the shop for about 1 week =, and have't go updated and when called upon they haven't look at it since a week ago, i don't like this when my Work truck is sitting there while I'm not making money, and while i have to pay the payement almost 3k a month plus insurancem. i cant pay out of pocket when no money is coming

• Initial Complaint

  Date:07/11/2024

  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 set of tires that had a 70 thousand mile tread warranty and they barely made it 30. I asked that they be replaced with a new set prorated for the ones that failed. So far I have been given the run around. Yesterday i went back to the dealer after contacting them four times since june 24 and they told i needed to contact the manufacturer. I did that and the manufacturer ask to speak to them and the maufacturer told them it was there resposibility prorate and replace the tires since they sold them to me. They were to call me back with a resolution, but they did not.

  Business Response

  Date: 07/15/2024

  We here at *************************** take **************** very seriously. I am disappointed to hear that this customer has had such a difficult time reaching a resolution with this concern. We sold the customer these tire on Sept 16th of 2021 and the vehicle had ****** miles on it. The vehicle now has approx ****** miles on it and the tires are worn out. The tires have a ****** mile tread wear warranty on them from the manufacturer. As their process dictates, we have to measure the tread depths across the tires and submit evidence of routine tire rotations (which he has done) and then send the tires back to the manufacturer for inspection. Once the tires have been received by them, they will inpspect the tires and respond with a pro-rated discount for another set of tires for the vehicle. We have had to follow this process for other tire brands as well. We are certainly ready and willing to complete this for the customer in this case. We, as the installer of the tires, do not have a way to re-imburse or pro-rate the tire wear "in house". This process must be followed and vetted by the tire maker in order to issue to pro-rated discount. I have had one of my Service advisors reach out to ********************** and relay this information to him. We will get this process started as soon as possible. I will address the communication break down here at the dealership so we can better serve our customers needs. 

• Initial Complaint

  Date:06/24/2024

  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 nearly new Dodge Charger Hellcat was brought in for service because my tire blew out. I suspected that there were some issues with the alignment going on, but I was a bit confused because I regularly had the vehicle serviced at East Carolina Dodge and I was told each time that the car was aligned correctly. The damage to my tires on one side suggested some type of alignment issue. A technician at *************************** Dodge discovered that one of my camber arms was shorter than the other, which was causing my tires to dangerously wear out on one side of the car causing tire blow outs. The factory defected camber arm issue should have been covered under warranty. When I contacted East Carolina Dodge after I opened a claim to get the issues covered under warranty, someone at the service department at the dealership gave the warranty department incorrect information about my vehicle causing them to reject the claim. I was assured by East Carolina Dodge that they would have this issue resolved since they were responsible for the inaccurate information that was given to the warranty department. Almost a year later my car has still not been repaired and the dealership is saving there is nothing more they can do to get the issue covered. If the incorrect information was never given to the warranty department by East Carolina Dodge, my car would have been fixed by now at no charge to me. I don't feel it's fair that I should have to cover the defect out of my own pocket because of their mistake. It's hard to get anyone from the dealership to return my call and this issue is putting my family and kids in danger.

  Business Response

  Date: 06/26/2024

  To whom it may concern,
  

  My name is ***************************, I am the Service manager here at *************************** Chrysler. I have been in contact with Ms. ******** regarding the alignment concern on her vehicle. After our initial evaluation, we found that the Rear alignment angles were not fully in spec on her vehicle. We advised her that she would need to purchase longer Rear camber arms to fully bring the vehicle into spec. This is not a covered repair by warranty standards. Ms.******** was not happy with this assessment and feels that the arms should be replaced under warranty. I spoke with her and advised her that we cannot make the decision on warranty coverage and that she could call the Chrysler customer care team and have them review this case. She did so. I was contacted by the customer care team, and I advised them of the situation with the vehicle. The result of that contact was a denial of coverage. The ******** care representative contacted Ms. ******** and I to relay this decision. Ms.******** feels strongly that the repair should be covered so she contacted the team again and reiterated her concerns. I spoke with the representative and wrote emails stating the facts of the concern and once again, they denied the coverage.I then spoke to Ms. ******** and told her that I would reach out to my District manager and see if he could offer any assistance with this matter. I spoke with him and once again relayed the information. After a short period, he also returned a denial of coverage for the repair. We, here at East Carolina Chrysler, have no bearing on the decisions of the manufacturer aside from giving the facts and allowing them to decide the best course of action. We are here to advocate for our customers, and I feel that is exactly what we did in this case. I you have further questions, please feel free to reach out at any time.

   

  Thank you

  Customer Answer

  Date: 06/26/2024

   
  Complaint: 21893070
  
  I am rejecting this response because: the reason the repair was denied to be covered under warranty was because the service department at East Carolina Dodge told the warranty department that I replaced the wheels on my car with an aftermarket set and aftermarket upgrades, which voided the warranty and was in fact not true. I discussed this issue with ***** and he said he would correct this issue and figure out why this information was relayed to the warranty department by the service department at East Carolina Dodge. This was the reason the repair was not covered under warranty according to the warranty department. ***** himself verified that he did not see after market wheels or modifications on the car at the time of inspection.
  
  Sincerely,
  
  ***** Paradise

  Business Response

  Date: 06/27/2024

  At this time we have no options left other then to have the customer call ********************** ************* at **************.  Warranty approvals and denials are not decided at the dealership level and are made at the corporate level.  Thank you.

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21893070
  
  Okay I guess what you saying is East Carolina Dodge is not willing to take responsibility for the incorrect information given to the warranty department by your service department which caused the denial of repairs. I have discussed with you in a chain of emails the safety hazard this is presenting to me and my family, and you have confirmed by email that the denial of repair was due to the incorrect information given to the warranty department in writing. It appears you are still not willing to come up with a solution to take responsibility for the issue at hand. 

  
  Sincerely,
  
  ***** Paradise

  Business Response

  Date: 06/28/2024

  Chrysler ************* Number **************

• Initial Complaint

  Date:06/20/2023

  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 2019 Lincoln **************** with 25k miles from East Carolina Lincoln in March of 2022. The vehicle has been in the repair shop at least 8 times for the sand 2 reasons. Transmission problems or Touch screen going black. The last 3 repairs I have had to pay $100 deductible since it is no longer under the bumper to bumper warranty. I have reached out to ****************** and have not gotten a response from this. I can not afford to keep repairing a vehicle for the same problems.

  Business Response

  Date: 06/20/2023

  This complaint was mistakenly filed against our business.

  I spoke with ******************** by phone at 2:50 pm eastern on 6/20/2023. ******************** stated that her complaint is against Eastern Carolina Lincoln located in ********** ** and she has no complaint or issue with **************** **** located at ******************************************************  **************** does not sell automobiles or perform factory warranty repairs and ******************** has never been a customer of **************** **** 

  ******************** did not know how the complaint came to be mistakenly filed against **************** **** ******************** apologized for the mixup and stated she would contact the BBB to withdraw the complaint against **************** ****

  **************** **** is responding to this complaint and requesting that the complaint be expunged from our BBB record as we have not performed services/work for ******************** and she agrees that we were not the intended recipient of the complaint. 

  Business Response

  Date: 07/03/2023

  We are currently working with our lincoln representatives to get this issue resolved.

• Initial Complaint

  Date:10/11/2022

  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.

  Bought vehicle in May this year. Jeep broke down end of july. Been in shop for 2 months they put parts on and didn't fix problem. Now waitn on manufacturer to see what problem is. Call dealership where got car from n they want trade back in or give another vehicle

  Business Response

  Date: 10/20/2022

  We have no service history of this vehicle ever being at our dealership.  It is our conclusion that this vehicles is at another dealership with a similar name and we have mistakenly been named in this complaint

• Initial Complaint

  Date:10/11/2022

  Type:Customer Service 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.

  Bought jeep may of this year. It broke down end of July. Been at dealership for 2 months they put new switch and key and didn't work. Ask dealer where got it from to trade in on something since haven't had it long. They told me that they can't trade in on nothing else so I'm stuck paying payments on something that don't know when it will be fixed