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:02/13/2025

  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.

  Finaly on December 22,2023. I was available to buy my first new car with pay for it at once. $42946.87 plus title and fee. I was looking for a semi electric car, the one that I like it was one hour away from my house, been a milestone I when for it. Never got my title they use my old address; I explain 100 times the address in my license is not updated (DMV don't send you the sticker of address no more). Second the salesperson Bruno Jin only put on one plate in the car (I ask why he said NJ don't need two plates no more) wrong got a ticket on September 2024 $55.00 dollar. When to KIA sansone auto mall a very nice lady Brinia Amparo took copies and told me we will imburse you, I haven't received nothing. Now my last problem February 8th my first Maintenace on the car was done in a Saturday since I am one hour away, and it take three hours, done and pay $441.30 dollars. I left stop to eat and in my way home, I drove the car 15 miles from the dealer my car stared showing all kind of lights and won't move in the middle of 280 highway, the car stated a countdown timer and shutdown everything. Call Kia Road Assitan's took two hours by the time got the dealer; the services area is close. The manager on duty Bruno Jin (who was my salesperson) told me services area is close and that's not his problem. I try to explain am one hour away from home, he said call on Monday that's your problem. Call on Monday -Christopher (who took care of my car on Saturday too) told me the car was going to be look at that day, I explain am self-employed (cleaning service) if don't work I don't get pay I need a car. He told me come we have rental office in the mall. got a car. by this point I was wondering why MR Jin didn't told me that. I spend two rounds of uber $70.00 dollars each way. Today is Thursdays my car is not ready. Thank you!

  Business Response

  Date: 02/14/2025

  The customer lives an hour away and the brother that lives in NJ came to pick up the actual plates when was done. Nobody that works in our Mall put the plates on for her. Bruno wasn't here when they picked up the plates. Apparently, she came back a couple months later with the ticket expecting us to pay for it. We explained to her that we never put plates on her car, except on the day of the purchased that it was a paper temporary plate which goes only in the back of the car.
  
  Saturday, Feb 8, 2025, around 6:55PM right before we close, she walked in saying that she was in service earlier that day and she drove only a few miles and the car shut it off. She was almost screaming saying that she had to wait 2 hours for the towing truck and that wasn't fair. We replied that this is very uncommon, but we would take care of it. So, she said that she needed a loaner right away, It was 7PM and service was closed.

  We told her that we could help her Monday morning. She kept saying that she lives an hour away and that she needed a car. Bruno is a manager of the showroom and not service, and can not give her a loaner. We explaining her that was different departments she started to get aggressive. Her brother got involved and started to scream at Bruno as well. Our answer to him was: If you don't know how to talk properly unfortunately, we can not able to help you. He kept screaming and we had to walk away so the situation didn't get worse. All my sales team was around and saw the situation.

• Initial Complaint

  Date:12/15/2024

  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 took my car for a recall at Sansone Toyota so they could replace the airbag for free and the car was perfectly fine until they returned it back to me,First I get a call around 330 to come pick my car up that its ready, but they close the shop area at 4 and are closed the following day, so one of thee employees left my car unlocked with the keys inside the car after his shift was over, which i dont even think thats the right thing to do at their job . I get there around 6 to find my car that would not turn on at all. I had to jump it to turn it on in the dealership parking lot where there was no employees around to help. Shortly after the car turned on with a jump, then as I was driving on the highway the car completely turned off and the steering turned stiff. Also all the lights turned off and I almost crashed because of that then I had to dangerously jump my car in the middle of the highway twice with cars flying by me. The whole car shut down on me, I couldnt accelerate, the steering was super stiff and locked, all my lights shut off, and the only thing I could use was my brake!! This has never happened before completely unacceptable I almost lost my life because of this !!!!!!!

  Business Response

  Date: 12/16/2024

  This guest's vehicle is 2003 with over 160k miles on it. It has never been to our location. The vehicle arrived to our facility missing half the bumper and the check engine light was on. The vehicle was in poor mechanical and physical shape upon arrival. The guest requested that we perform the airbag recall for them. We needed to jump the vehicle's battery to drive it into the shop and we needed to jump the vehicle's battery when the recall was completed. Only one airbag was replaced per the recall. We made a recommendation to replace the battery as well as check the engine light. Both of these concerns existed when the vehicle arrived. The guest showed up today, 12/16/24, demanding we reimburse them for the tow and for any other repairs needed at no cost or they would report us to BBB as well as Toyota corporate. They were advised to have vehicle brought to us for a free diagnostic as a courtesy. We in no way had anything to do with the vehicle having issues starting or driving. The vehicle exhibited these issues as it arrived. The guest is requesting compensation and threatening further action.

  Customer Answer

  Date: 12/16/2024

  
  Complaint: 22689976
  
  I am rejecting this response because:
  I drove my vehicle to the shop. Yes it is missing a bumper and check engine light is on, however i have been driving this car every single day without fail nothing was wrong with it until i picked it up. The car was not like that upon arrival! We were making demands to reimburse us because this is ridiculous! Our car was okay and I only brought it in because of a recall that they sent, i did not have to bring it in. Once again; the car was not experimenting any prior problems with the battery, AT ALL! 
  
  
  Regards,
  
  ****** Crespo *********

  Business Response

  Date: 12/17/2024

  They are welcome to bring in the vehicle at NO COST to have a diagnostic completed, but we will not be reimbursing the guest for anything. The vehicle had starting issues when it came in and it had a check engine light on, as the guest has admitted. We simply replaced an airbag per the recall. That is all. Being over 20 years old with over 160k miles, anything can happen at any time. We are not responsible for anything not related to the recall that was performed. 

  Customer Answer

  Date: 12/18/2024

  
  Complaint: 22689976
  
  I am rejecting this response because:
  
  My car being old has nothing to do with them draining my battery. I will keep escalating this if i have to until this is resolved. This is way too common for dealerships to get away with, wrong person. Respectfully. Your department has done nothing to resolve this issue or even conduct an actual investigation. I am not withdrawing anything and will escalate this to headquarters or whoever i need to escalate it to. Thank you.
  
  Regards,
  
  ****** Crespo *********

• Initial Complaint

  Date:08/07/2024

  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 July 1st I dropped my 2021 Jeep Grand Cherokee L off to the service center because the front end was making noises. To my surprise they told me the sway bar had to be replaced and I was shocked because this same dealership supposedly replaced this part several months prior in March. The parts were on back order and they tried unsuccessfully to obtain the parts from other shops. At some point a couple of weeks after my drop off they received the parts but that did not fix the problem. ***** told me that the shop ******* was working directly with Chrysler for a resolution because my car was one of 3 exact models there with the same problem. About a week later she told us that Chrysler told them to replace some arms and those were on order. During this whole-time window which was a good 3 weeks I keep trying to talk to any manager I could, and everyone ignored me and didn't return any phone calls. I opened a case with Chrysler, and they proved to be zero help as well. They left messages for the service manager to call me, and he never did. I had to make my July car payment even though I did not have the car, and no one will tell where to submit the paperwork for reimbursement. On Friday August 2nd we received a message that the suspension on my car was all fixed but mysteriously my radio stopped working. They told me they would have to file a claim with warranty and wait for an approval before they could order the part. Monday, we received a text from ***** that the part was ordered and today we found out that was a lie, and the part was ordered today No one has taken ownership of this problem and this whole dealership management should be retrained at the least. If I owned this dealership, I would be ashamed but judging by the ****** reviews Mr. ******************** doesn't care. I will NEVER own a Jeep again and I am seeking my car payment for July be returned to me and my August payment be prorated to reflect the days I did not have my car.

  Business Response

  Date: 08/09/2024

  Chrysler is reimbursing her for her monthly payment of July. Sansone is approving the radio through the warranty through Chrysler. The car should ready by mid to late next week.

  Customer Answer

  Date: 08/09/2024

  
  Complaint: 22106940
  
  I am rejecting this response because:
  I want my August payment to be prorated because by the time I get my car back half of the month will be gone. All of this couldve been avoided if somebody at that dealership had taken ownership of the situation. Their lack of communication is why I havent had a car in 40 days, this is in no way my fault. The excuse my husband was given today that ****** the service manager has been off is another one of their lies. I tried tirelessly to get a hold of ****** or *****. Neither of them answered the phone or returned any messages that myself or Jeep wave left for them. 
  
  
  Regards,
  
  *************************

  Business Response

  Date: 08/14/2024

  Service spoke to *** and *********************** Friday, August 9th and yesterday, Tuesday August 13th. Their vehicle has been finished today, Wednesday August 14th, since corporate had expedited the radio part they required. The manufacture is the one who will be reimbursing their payment for July. The customers have an open case with the manufacture. As far as compensation, that is the manufacture's responsibility, not the dealership. The customers have been in a rental car since we have been repairing the car and we are absorbing the cost of the rental while the car is repaired. 

  Customer Answer

  Date: 08/14/2024

  
  Complaint: 22106940
  
  I am rejecting this response because:

  The Jeep loaner car that I was issued a week after my car was brought to the dealership is inadequate for my family and has caused me to rearrange multiple situations. Sansone Jeep needs restructuring and management should be embarrassed how they handled my situation. The only reason I spoke to anyone from management was because of this complaint otherwise I would have still been waiting for a phone call back. 
  
  
  
  Regards,
  
  *************************

  Business Response

  Date: 08/14/2024

  The vehicle is a courtesy vehicle and was all we had available at the time, unfortunately. We are sorry the vehicle could not support your family adequately, but it was all that was available. 

• Initial Complaint

  Date:07/25/2024

  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 had a recall put out on my car September 2023 and it still has not been fixed they prolonged it and now *** is saying whatever further damage was done isnt their fault but the recorded line I was specifically told to park far away from other vehicles but if it was only a small fuse issue why should have to keep my car isolated. I been ******* for months because I cant use my car and its starting to become an inconvenience. At this point I need my car replaced!

  Business Response

  Date: 08/13/2024

  This customer came here July 24 of this year. They have not been here prior to that date. This is an issue with **** All recalls have been done.

• Initial Complaint

  Date:04/23/2024

  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.

  The roof of my car would leak when it rained for the past 3 months and increasingly got worse with the spring seasonal rain. I called Sansone Jeep in a frantic as there was 2 inches of rain in my car. I brought the car in and was told theres a standard flat fee of $350 for the car to be diagnosed with the cause of the problem. I get a call from ******* who was my sales rep and he tells me that the seals of my roof were worn down and that I needed to have them replaced. He then mentions that it would cost $1600 to replace the seals and that the parts were on back order. He says he would call me back with an estimated date to pick up my car. I immediately go on to ***** to look up the parts and I was able to place an order for next day delivery and the seals costs $.83 per seal. Upset and quickly realizing that ******* tried to scam me, I ask for the immediate release of my car. My car is brought to me and there is water inside of my car because they had left my car outdoors in the parking lot. I paid them $3590 for them to try and scam me and then leave my leaky roof diagnoses in the rain to collect more water.

  Business Response

  Date: 05/14/2024

  ************************* was only charged a diag fee of $175 plus tax and she also purchased new wiper blades. We will reimburse her the diag fee and tax which comes out to $186.59.

  Customer Answer

  Date: 05/18/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:03/21/2024

  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.

  I first got my vehicle towed to them on January 8.I got the vehicle back on February 3rd after paying $1200 out of pocket,when I drove the vehicle home on the 3rd I had a parked in my driveway and never used it until Thursday 8th.On the 9th though while driving to work it started having the same problems why I took it to them. On the 10th I called them and notified them - they told me to return the vehicle.I scheduled a tow back to them for Monday 12th February. From that day until Wednesday 8th March the vehicle was at the dealership waiting for repairs - they said that they were waiting for (1) my warranty company to send an inspector (2) for them to approve the repairs.They notified me on the 8th that it would cause 16k to replace the engine in my vehicle and it wasnt covered by the warranty company . I told them thats I wouldnt move forward with the repairs . They told me if wasnt going to move forward with the repairs , I would have a time frame to get it out the **** before they started charging storage fees. I went to pick up the vehicle yesterday , they told me that (1) I would need to tow it out because they had broken down the engine to find one the problem was and they didnt put it back together (2) if I want them to reassemble,I would have to pay them $700. After getting legal advice this morning I decided to call a tow company to go an bring the vehicle (as is) to my house . When they were on their way I called the dealership to notify them the tow truck was coming, now they proceed to tell me that I still have to pay $700 for them to break down the engine.And also if I want them to reassemble an additional $700 .I think they are trying to rip me off or get money from me : When I already paid $1200 and had to bring back the vehicle to them with the same issue that they claimed fixed the first time. Why should I have to pay $700 for them to find out what the problem is ; and why should I have to pay another $700 for them to reassemble the engine?

  Business Response

  Date: 03/22/2024

  Our service advisors, ********* and *****, have both spoken to *******. ***** explained to ******** about the tear down fee, which was approved by ******* himself. We do have confirmation from him, he provided the last 4 digits of his social security number to us to move forward with the tear down.

  In order for Clerbert to have the car towed out of Sansone, he would have to pay $875 plus tax. If ******** wanted us to put the engine back together it would be an additional $875, which he would than have a balance of $1750.00 plus tax. His vehicle still needs plenty of work done that he did not approve to be completed even with putting the engine back together it still will have drivability concerns. He is well aware of the repairs as he did receive the recommendations from the technician.

  Customer Answer

  Date: 03/29/2024

  
  Complaint: 21465093
  
  I am rejecting this response because:

  I paid out of pocket over $1200 , and the original problem wasnt fix Originally when I was about to pick up the vehicle I tried to trade it in with Sansone unsuccessfully . When I left there not until I got home I realized one that I still had one of the keys for the vehicles I had test drive. I called AJ the Sales Rep and told him about the key and we arranged for him to come and pick it up at my job. It was on my way to work I started having the same problems that I had just paid to get fixed. When ** got to my job, I told and showed him what was going on with the vehicle an he advised me that he dont think I should drive it and I should bring it back in. The next morning after I wasnt getting **** on the phone ,he (AJ ) told me he would walk over and notify **** of everything and ask her to call me , hence why  **** told return the vehicle . Why should I have to pay again for Sansone auto to find the problem that they didnt fix to begin with . I paid over $1200 and did not received the service I paid for . 

  
  
  
  Regards,
  
  *********************************

  Business Response

  Date: 05/14/2024

  We cant do anything further with this customer , His extended warranty does not cover the repairs & he was informed on this and the tear down which he did approve of, he gave us the last 4 of his social so we could more forward with the work.
  

• Initial Complaint

  Date:03/07/2024

  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 broke down on January 27, 2024 and had my Jeep towed to Sansone. They have had it for over 6 weeks, minimal communication and I still do not have my car.

  Business Response

  Date: 03/08/2024

  We have reached out to ******************* that the repairs are completed. We just need to run a quality check on her vehicle which requires us to take the car on a test drive. We have asked the customer to approve 20 dollars of gas which is the customer expense. She has declined to do so and has also told us that we must drop the vehicle off to her, which is not something we can do. ******************* is also in one of our vehicles that we are taking care of the expense per day for her. To Verify any repairs the gas amount must be approved so we can test drive the vehicle. 

• Initial Complaint

  Date:01/19/2024

  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 brought my 2018 Jeep Grand Cherokee from Sansone Auto Mall because it was leaking coolant and the check engine light was on. The dealer determined it was a blown engine. A new engine is $12,000.00 with installation. My engine has an extended warranty covered by Mopar Warranty, until ****** miles, my vehicle had ****** miles on it at the time of blown engine detection. Chrysler/Jeep wanted to know what caused the engine failure. They wanted the dealer to tear the engine down to diagnose. I was told if the warranty company didn't warranty the engine, I would be responsible for the cost of tear down, $1306.00. One month later I get the news that its leaking coolant and has sludge in the engine. Mopar, the warranty company denied me a new engine due to sludge. The warranty company claims due to a lack of oil changes this caused the sludge in the engine. I gave them every oil change receipt from the time of purchase 5/28/21 - until present. The sludge in the engine came from leaking coolant not lack of oil changes. My question is why wasn't the coolant issue considered for the engine failure from the initial inspection. Something caused the coolant to start leaking all of a sudden and it was not a lack of oil changes resulting in a cost of $1306.00. Also I looked this Mopar warranty company up with the BBB and they have an "F" rating. "Shame on Sansone Auto Mall." My question to Sansone Auto Mall is how are you still selling extended warranties to customers knowing this information. It's not right or fair for customers to put their hard earned money in the trust of Sansone Auto Mall to sell customers a good vehicle with a good extended warranty company that you can trust. I will never purchase another vehicle from you and I will be telling all my friends, relatives, every social media platforms and news outlets, how I was treated at your dealership. I look forward to hearing from you regarding a resolution.2018 Jeep Grand Cherokee Vin# ***************** *************

  Business Response

  Date: 02/06/2024

  As per ******, the ************ Manager, the customer did come in for a diagnostic and saw he had sludge in his engine. We had Chrysler come and inspect the vehicle as well, and put the car back together. The problem has been resolved, we will not be refunding the money. 

  Customer Answer

  Date: 02/07/2024

  
  Complaint: 21169396
  
  I am rejecting this response because: The problem was not resolved because not once did Sansone mention the warranty company Mopar who denied my claim, who they still support and has an "F" rating. They also said I could not appeal their decision because a supervisor from Mopar came out to look at my vehicle. Sansone has to hold some responsibility for dealing with this terrible warranty company too. Also I think they should replace my motor based on vehicle history and cylinder #3.  I saw the history records for this vehicle and it had a problem with cylinder #1 with only 236 miles on it. This vehicle had problems from the beginning and now cylinder #3 also has failed with ****** miles. I think **** knows it's a problem with this 3.6 L engine and is doing nothing about it. I would like to also be reimbursed for my $1306.00 I had to pay for the tear down of this engine. 
  
  
  
  Regards,
  
  *********************

  Business Response

  Date: 02/08/2024

  The warranty company does the approval or denying we are just the repair facility. The time that was spent on working on the vehicle are the hours put in to find out the issue with vehicle. Sansone has no responsibility or power to over rule the warranty company/ manufacture on what they will pay for. We will not give this customer money back for the time that was spent on finding the issue. 

• Initial Complaint

  Date:11/01/2023

  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 had my 2012 Dodge Grand Caravan R/T (vin #: *****************) towed to Sansone Jeep Chrysler located at ********************************************************************* of ********** at the request (more like the insistence) of Mopar, for and on behalf of the Dodge Corporation's Goodwill program designed exclusively for assisting it's customers repair bills. To make a long story short, Jeep Chrysler dodge sent me an estimate for $12,000 which is way, way above my budget. And then, a service writer named ***** asked me to call him on his personal cell phone number *************) to discuss his and nicks own term or proposition to perform the repair outside of the sansone Jeep Chrysler authorized facility for the total amount of $6500 which I deeply considered and later rejected because of the fear of NO GUARANTEESo when I sent out a TOW TRUCK to pick up the vehicle to another repair shop the driver was denied access to my vehicle because they were angry that I flat-out refuse their offer and wouldnt pay $175.00 service diagnosis fee which I neither agreed to or signed on any piece of paper or document prior to towing the vehicle there.

  Business Response

  Date: 11/20/2023

  ***************** was the service advisor. He explained to me that the vehicle needed a new engine. While here, the customer called ********************** and mentioned that she wanted Chrysler to pay for it. Chrysler then declined. The customer then declined for us to complete the repair for her. She left the vehicle in our service drive. A service advisor, ****, called customer to tell her we would be charging her a storage fee for the vehicle being here in our service department when she has already declined the work from us. The original bill was $175 plus tax for a diagnostic fee (when we found out she needed a new engine). Customer said she did not want to pay that. As a courtesy, we waived the charge and she signed a $0 bill and then she got a tow truck to get the vehicle towed out of our service department. All has been settled now. 

• Initial Complaint

  Date:08/26/2023

  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.

  Dear Better Business Bureau,I am writing to file a complaint against Jeep Sansone Auto in Avenel ** regarding my 2022 Jeep compass. I have been experiencing problems with my vehicle since purchasing it from this dealer, and they have been unwilling or unable to provide a satisfactory solution. Since purchasing the vehicle, I have experienced issues with the Led Car screen display/ Dashboard Lights which have resulted in several trips to the dealership for repairs. Despite their attempts to fix the problems, the issues persist, and I am left with an unsafe and unreliable vehicle.I have tried to work with the dealership to resolve these issues, but I have been met with excuses and delays. They have failed to provide timely and effective repairs, leaving me without a functioning vehicle for extended periods.I have attempted to escalate my concerns to higher-*** within the dealership, but I have received no response. It is clear that they are not taking my concerns seriously and are unwilling to take responsibility for selling me a faulty vehicle.I am seeking your assistance in resolving this matter. I request that the Better Business Bureau investigate this dealership and take appropriate action to hold them accountable for their failure to provide satisfactory repairs and customer service. Thank you for your attention to this matter.*********,*******************************

  Business Response

  Date: 09/19/2023

  Customer had an issue with her dashboard lights, they were ineligible they were too dimmed.
  We were informed by Chrysler, who stated that there will be a software recall to solve the issue, but that it will be released some time around end of Aug - October without an exact ETA. However, 
  Customer did come in on Sep, 16/ 2023 for oil change with the open recall # **A - 2022-2023 MP Instrument Panel cluster Br (Software update). We had the part needed to complete recall. Recall was completed and customer had no complains and issue was fixed.