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:01/27/2025

  Type:Customer Service 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 finance person told me that ***** did not have extended warranties and pressured me into buying a third party warranty for 6 year/100,000 miles for $4,000 when I picked up my new Grand Cherokee 4xe on 12/26/2024. I did some research and discovered that ***** did have a warranty that would better suit my needs and reached out to my salesperson via text. He told me no problem just call or stop in the dealership and ask for the finance person to resolve it. I was sick over New Years so I went to the dealership on 1/7/2025 to have them check an oil life issue on the car and spoke to the finance person then. He still insisted Mopar had no extended warranties, but when I told him what I had found he said he would call his **** and see what was available. He never called me back. I called Mopar and got a quote for $4,998 for an 8 year/125,000 mile warranty. I have been trying for weeks to get anyone including a sales manager and the general manager to actually cancel the third party extended warranty and sell me a more expensive Mopar warranty. I get assurances that it will be taken care of from everyone that I speak with and then they never call back and avoid taking my calls.

  Business Response

  Date: 01/28/2025

  The General Manager will reach out to the consumer to rectify the situation. 

  Customer Answer

  Date: 02/03/2025

  
  Complaint: 22865911
  
  I am rejecting this response because:
  Despite several contacts with the manager and a different finance person, the matter still has not been resolved. I was sent paperwork to authorize payment for the Mopar warranty, but my card has not been charged and they have not been responding to my messages since last Wednesday when I sent the signed paperwork. 
  
  
  Regards,
  
  ********* *******

  Business Response

  Date: 02/05/2025

  Customer has been dealing with **** ****** to rectify the situation. 

  Customer Answer

  Date: 02/21/2025

  
  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. The business finally resolved the matter of my complaint 
  
  Regards,
  
  ********* *******

• Initial Complaint

  Date:01/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my car in for service on 1/7/25 due to an issue w the car “Auto Park” being engage on its own and unable to shift. on 1/8/25 I was told the issue was a “neutral cable” that was broken and needed to be replaced. The part was replaced and it cost me $817. As soon as I picked up the car it gave me the same exact issue. The issue was not resolved. I took the car back to the dealership the following business day Monday 01/13-five business days after on that Friday, I asked about the vehicle and was told that they were unable to find the problem so I decided to pick up the vehicle to take it to another dealership to figure out the problem. I asked to speak to the manager at that time in regard’s to the money (817.00)that was paid for the issue that was not resolved- The manager was not there at that time however, I have left her several messages in her voicemail and with the receptionists in the service department requesting a call back but no callback as of today 1/23. This is the second vehicle that I take and pay for and the issue is not resolved. I would appreciate for someone to give me a call back so that I can get a reimbursement for the money I paid for no reason at all.

  Business Response

  Date: 01/28/2025

  The Service Manager will reach out to the customer to resolve their concerns. 

  Customer Answer

  Date: 01/28/2025

  [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:01/08/2025

  Type:Customer Service 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 bought a used car in September 2024 and left the dealership with temporary plates. 32 days later I noticed that these temp plates were expired so I called to get the status of my new plates. After many, many, calls, I got someone on the phone that had new temp plates overnighter to my house. The next month was the same thing. I saw that my plates were expiring so I called and they had another set of temp plates sent to my house that expired 12/24/24. On 12/20 I called to ask about the status of my plates and they ultimately told me that there was an issue with *********. They couldn't get my permanent plates and the dmv would not issue a 4th set of temporary plates. Now I'm playing for a car that I can't drive. No one calls- I have to keep calling for a status update.

  Business Response

  Date: 01/20/2025

  The General Manager has reached out to the customer to resolve the issue.

  Customer Answer

  Date: 01/20/2025

  [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:12/24/2024

  Type:Billing 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 dropped my truck off for the transmission to be replaced before thanksgiving and I was told they had no clue when the part would be in, since it’s on “back order.” Three weeks later with their rental paying $40 a day, I get a call saying that there’s an option for a more expensive transmission ($641 more) but the part would be shipped next day. If they would have told me this information to start with, I would’ve payed the $641 but they did not tell me this at first. I do not understand why I was told there was no ETA but there were other more expensive options. I now have a $1175 rental fee which could’ve been less than $200 if that, but again they didn’t tell me until weeks after I dropped my vehicle off. When I told them to order the more expensive transmission, they texted me next day that the part was shipped and they were expecting it two days later. They also clearly lied on the paperwork, every single box is checked “green for good” but just as an example, the exhaust section is marked 100%, but I literally have multiple finger sized holes in my exhaust and it’s missing multiple exhaust curtain hangers. I left my paperwork at home and am filling this out at work, but I can provide it if needed. I am willing to pay for the work done on my vehicle, but something needs to be done about the rental fee, it’s almost double what the repairs to my vehicle cost me.

  Business Response

  Date: 01/02/2025

  Service manager will reach out to the customer. 

  Business Response

  Date: 01/14/2025

  Customer has spoken to the service manager and his bill was adjusted. 

  Customer Answer

  Date: 01/14/2025

  [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:06/18/2024

  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.

  5/1/24 had service done on 2018 chrysler,Technician diagnosed and recomended cam shaft replacement after service was complete $4,600 the van ran poorly and engine light on service tech recommended replacing a piston for an additional $2,985 plus labor

  Business Response

  Date: 06/27/2024

  The customer is working with the service manager and the general manager to resolve the issue.

• Initial Complaint

  Date:04/29/2023

  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.

  Hello - I purchased a 2015 ****** Rogue on February 11, 2023. I was given a temporary tag that expired on March 11, 2023. Today's date is April 29, 2023 and I still do not have valid Tags, Title, Registration. Attempts to engage and obtain a resolution (i.e. obtain tags/title/registration) have been unsuccessful.

  Business Response

  Date: 05/01/2023

  The General Manager will be reaching out to the customer to discuss the customer's concerns. 

• Initial Complaint

  Date:04/06/2023

  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 2018 jeep grand Cherokee from this dealership in September 2022. I told the salesman, ********** moved to ** from MA and wanted to trade in my 2021 ****** Tundra for something more fuel efficient and a little cheaper. **** told me to use my old MA address to make it easier. I said but I live in ** and I won't receive that mail, and he told me to use it anyways. Against my better judgment I said OK and used my old address. I get the jeep, temp plates and leave the dealership. I am told my new plates will be in in a few weeks. A couple months go by I haven't heard anything and they say "there's a 3 month delay on plates coming from MA". I say OK but my temp plate expired already and they said they can't print me a new one. So with seemingly no other options I continue driving the vehicle until the plates come in. Another couple months go by I'm getting upset I call them and they say they'll get me on a list right away to get the plates. I say OK. Even more time goes by and I finally get pulled over. The vehicle had never been registered. $55 ticket and my insurance jumped from 140 to 210 a month. I show up at the and ask wtf s going on and they said I needed to fill out a RMV1 form. Where was this information before I got the ticket? The 3 times I called or showed up randomly wondering why I hadn't received my plates yet? I'm beyond furious with this company and I think I should be refunded the insurance surcharge I'll probably have for the next 3 years due to their incompetence. They offered to pay the 55 dollar ticket. Awfully sweet of them but that doesn't change the fact my insurance just went up nearly an additional **** dollars for the next 3 years. And it also doesn't change the fact I only have 1 vehicle and still need to get to and from work every day. They should be required to get me a temp vehicle until the issue is resolved as well.

  Business Response

  Date: 04/18/2023

  The customer's plates and registration have been completed.

• Initial Complaint

  Date:01/30/2023

  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.

  Just before November I visited the dealership with regard to a 2013 *** 3 series for sale as advertised on Autotrader.com for $12,999 When I got to the dealership I was told that the advertisement could not be honored because they didn't post it (Autotrader posts for free? for dealerships??? really??)Then I mentioned I was paying cash. All of a sudden there was a non-refundable $4000 Detailing fee. I asked for a list of services included with the detailing fee but none was delivered. I was told that the Detailing would be "thorough and meticulous".The car was delivered to me after the Thankgiving holiday. I drove it to work the next day and attempted to go home and discovered it dead. After many aggravated calls and emails, the root cause was that after the "thorough and meticulous" detailing work the car still had the ORIGINAL 2013 battery (Props to *** that your batteries can limp along for 9 years, but not so much for the dealership).Keep in mind the "thorough and meticulous" nature of all things when dealing with this dealership.So a couple days later again heading to work and it starts to rain. It was an OUTRIGHT safety issue the nature of the decrepit and dry-rot wipers that were on the car. Is this what my detailing paid for? I just replaced these on my own and was hoping that was the last of the issues. I will still have to take my car in for other work because the rear suspension is so bad it is dangerous to do highway speeds.But aside from that. I have been attempting to obtain my tags and registration. Mind you I do understand we've had a couple of holidays. I called about a week after New Years. I didn't get her name but the lady asked me if I had got a call or voicemail about it. I said I didn't recall as it could have gotten shuffled in the holiday madness. She said she checked and they didn't have it and need to get it again. I checked my VM that night just in case and on 12/14 I did receive a call so they "should" have it.

  Business Response

  Date: 02/06/2023

  The customer's license plates were completed on December 8, 2022. 

  Customer Answer

  Date: 02/06/2023

  
  Complaint: 18954066
  
  I am rejecting this response because:
  

   

  I was told when I called mid-January that they were lost and they would need to be re-ordered.

   

  If they were completed I do not have them???? 
  
  
  Regards,
  
  *************************************

  Business Response

  Date: 02/20/2023

  Our system show that the plates and registration were completed. I will have the General Manager reach out to the customer to go over the complaint and get this issue resolved. 

  Customer Answer

  Date: 02/21/2023

  
  Complaint: 18954066
  
  I am rejecting this response because:

  Thank you for the contact info for *****************  I have attempted to contact him now 5x just today.  I cannot even leave a ** because mailbox is full.

  Backstory, 1) There was ONLY ONE call to tell me my tags came in, not multiple (I have the incoming call logs on ****** Voice) 2) I called in early Jan because I overlooked the ** in December due to holidays and was told they'd get back to me (they didn't) 3) I called again a week later they told me they were lost and even put me on hold for 30 minutes to confirm they were lost.  4) Called again a couple of days later when I found the ** but was still told the tags were lost and they'd get back to me when replacements came in.... we see where this is going.

  I've tried to call on multiple occasions and the phone just rings and rings and rings (I have the call logs for these as well)

  Also to note -- I live more than an hour away, that would be more than 2 hours round trip to pick up the tags.  IS THERE ANY REASON THESE ABSOLUTELY CAN NOT BE ******* TO ME ???????

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

  Business Response

  Date: 02/27/2023

  Customer spoke to the General ********************** Manager ********************* and went over all paperwork and we have resolved the issue regarding her plates.

  Customer Answer

  Date: 02/27/2023

  [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.

   

  ********************* is an asset to their organization.  We were Ankle to resolve all open items after speaking with him. 

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

• Initial Complaint

  Date:12/28/2022

  Type:Order 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 purshased a 2019 Ram Promaster on October 8th, 2022. After nearly *********************************************************** the title. ( I paid cash, the van is not financed) The original temporary registration expired in November. The dealership issued another temporary which expired in early December. After numerous calls to ***** the front desk woman and *** the manager no one can tell me when the registration and title will be issued. *** also been told for going on 3 weeks that another temporary registration was being sent out which *** never received and am stuck with a van I paid nearly $40,000 for that can not be driven. Now when I call no one will talk to to me.

  Business Response

  Date: 01/04/2023

  The General sales manager will be reaching out to the customer.

  Customer Answer

  Date: 01/06/2023

  [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:12/09/2022

  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.

  I purchased a new Jeep to drive cross country to ********** to have shipped to ******. I paid sales tax and registration, and the dealer was to get me a HI plate. ** DMV requires a vehicle inspection before registration, so the dealer was unable to get my plates. I will have to pay sales tax and registration when my vehicle arrives in ** and I register it myself. I am trying to get the $3000. refund of sales tax and registration I paid to the dealer so I can pay it myself when the car gets to **. The dealer is unresponsive, and I am having a heck of a time trying to get my money refunded. The manufacturer told me they cannot control the dealer and to contact ** Attorney General's office. This purchase has become stressful, time consuming and an unpleasant process. I need help in getting my money refunded to me. I should not have to have this type of difficulty with this.

  Business Response

  Date: 12/28/2022

  The customer spoke to the general sales manager and a refund is being issued to the customer. 

  Customer Answer

  Date: 12/28/2022

  
  
  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.

   

  The general manager John has contacted me many times keeping me updated.  He has been fantastic along with the salesman and finance guy.  The sales manager Ian was the problem.  He never returned my calls and I felt I was being blown off and would lose my money.  I am happy with the way the general manager has stepped up and he has explained how covid changed the way dealers register cars and the increased difficulty they have.  I want to thank the BBB and John for assisting my problem and getting it resolved.

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