Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/18/2025

  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.

  Had an appointment on 2/7@8am due to loud noise when driving over 40 mi/hr. I was contacted by ******* (Jeep) she stated I had engine, e-sim & oil housing issues. Gave my ******* warranty *********** stated they would call me 2/11 to tell me what was covered. They didn't call. I called *********** still had not sent the info to *******. ******* explained that my engine had metal fragments but looked looked good otherwise. ******* called me & stated MaxCare covered the repairs. I gave approval for the Engine, ESIM & oil housing repairs. I had to call back several times to get updates. After the repairs were supposedly done, they told me that my exhaust needed to be replaced and was not covered by MaxCare. I was told my car would probably be ready by the 2/27, but that they needed to drive it for 25 miles to see if any sensors went off. On 3/4 my car was ready, after paying & driving my car, I realized it had the same noise that was originally the issue. When I looked at my receipt, it indicated the noise was the drive shaft (covered by MaxCare) but they never requested for it to be covered. I didn't know about this issue until I picked up the car. The receipt showed they only drove my car for 4 mi. I opened my hood & the new engine was a V6 (originally had V4). On 3/5, my check Engine light goes on & I contact Jeep. They made an appointment for 3/7@1pm. While driving to Jeep, my engine started to smoking. They said a hose leaked & fluid got on the engine. Later, they told me a hose was corroded (which was not noted on the 1st receipt nor was I told about this). They also indicated that the esim was not replaced as previously agreed. (Covered by MaxCare) After repairs were done they contacted me about my battery failing. On 3/14, I received my car & the receipt stated they replaced the e-sim, drive shaft and battery. My battery was working well until they started working on my car or until the hose leakage. When I check under my hood I found magnetic plate w/ screws

  Business Response

  Date: 03/25/2025

  The Service Manager of Turnersville Jeep has set up a meeting with ********* ****** for 3/28 to discuss the customers concerns

• Initial Complaint

  Date:03/11/2025

  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'm writing to you today as the General Manager and requesting your assisting with an issue that I had in the service department.key fob was not working. The service advisor contact me and indicated that the diagnostic would cost $200, and if the car was fixed at your dealership, then the $200 would be subtracted from the repairs. The next call from the service advisor indicated that it cost $400 for the ignition on the vehicle. The third and final call from the service advisor was to let me know that the TOTAL COST would be $844, which included a new key fob and ignition.When I arrived at the dealership on March 6, 2025, to pick up the vehicle at approximately 5:30PM, the service department was closed, and the cashier advised that she could not include the coupon that I presented from your website for %10 percent off because service was closed. I was presented with a bill for $1087...That amount was much more than what was originally quoted, and there was a charge $41.78 on the bill for a light bulb. I never authorized the installation of a light bulb for my vehicle. I was extremely distraught about this situation, and I asked for the service manager, and the cashier said that he was gone for the day. I did not have any transportation, so I paid the bill, and my sister and I went on the sales floor and asked for any manager that was on duty. We spoke to the "floor manager" (bald, muscular, white male), and explained everything to him. I spoke to the service manager, **** today by telephone, and he was rude, discourteous and unprofessional. He talked over me when I was speaking and he completely disrespected me a woman, a customer, and a senior citizen. Approximately $243 was refunded back to my account, but that is not the full amount. I am still owed approximately $125. Additionally, the new key fob did not have a key inside of it.

  Business Response

  Date: 03/12/2025

  The Service Manager from Turnersville Jeep has been in touch with Ms ******* and informed her she will be receiving a refund 

• Initial Complaint

  Date:12/16/2024

  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 drop my 21 Dodge Challenger off at *********** Dodge on Nov 19 2024 for a recall, they have on the front windshield they told me it will be done on Dec 5 24 then they told me the part did not come in yet so it will be done on Dec 15 24 now theyre saying, the parts wont be in until Dec 30 24 and they wont give me a loaner

  Business Response

  Date: 12/18/2024

  The Service Manager from Turnersville Jeep, Mr. ************** spoke to Mr. ***** on Tuesday December 17th at 11:45. Mr ******* explained that unfortunately we have no control over the availability of parts. Chrysler dictates the availability and release of the part.  Mr ***** requested that we provide him with a loaner until his part arrives. We did provide him with a rental.

• Initial Complaint

  Date:03/01/2024

  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 was trading in a vehicle me and my wife were checking a vehicle she likes. They pulled a payoff quote did not buy and left for the night. The next day I paid my car payment than we went back to dealership and ended up buying the vehicle which had the pay off from previous day, which did not include my payment I made the day before the numbers would have been different. So the finance guy said I would receive the 850$ car payment back. Well they told me I needed to get it from the bank, call the bank the bank explained everything to me and it was to come from the dealership because they pulled another pay off quote a month later and finally paid the car off. The contract I signed was not from the original pay off quote numbers. They gave me the run around for months and still have not received the money. We bought the vehicle may 9th 2023 from turnersville jeep dodge ram. Also The other day the trunk was not opening automatically so we took it over they said its not covered under warranty because we broke it. They made something up saying we broke it so we had to come out of pocket to fix it. Its a brand new vehicle with 4000 miles on it.

  Business Response

  Date: 03/06/2024

  The General Manager of Turnersville Jeep has been in touch with *********************** and has resolved this complaint by issuing the customer a check for $850 for his payment and we are handling the trunk issue. The customer also signed release stating they were satisfied with the resolution. 

• Initial Complaint

  Date:02/15/2024

  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.

  Bought my car about 19 months ago for $33,900 I called and they told me bring it in to trade for a new model which I was looking for when I get there first thing they do is take my car and look at it didnt take any other credit information or nothing came back to me and said oh your car is only worth $****** Id like to know how it went from 33 to ****** when it still in top A1 Condition Been told and service by that same dealership that the car is in great condition and running condition which it is but I wanted to trade it and a lowball me. Im very distraught and almost crying when I walked out of the dealership I dont think they should do that to anybody . I call it lowballing to try to get money out of me to add towards it for a new car. Thank you.

  Business Response

  Date: 03/04/2024

  The General Manager of Turnersville Jeep, ***************** reached out to the customer to discuss this complaint. He left a voicemail with his personal cell to call back and discuss the complaint. 

• Initial Complaint

  Date:02/02/2024

  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.

  In late October, I began experiencing a deeply frustrating and disappointing ordeal with ****, marked by a lack of communication and unresolved issues. My attempts to address these concerns were met with a series of setbacks, creating an environment of extreme frustration and inconvenience.Despite my numerous emails detailing the problems I encountered with my vehicle, each one was blatantly ignored, leaving me with no avenue for communication or resolution. This disregard for customer concerns displayed a lack of professionalism and a failure to uphold basic standards of customer service.Moreover, my attempts to seek assistance via phone calls were met with abrupt hang-**** creating a sense of helplessness and intensifying the distressing nature of the situation. Being summarily dismissed in this manner was not only unprofessional but also demonstrated a complete lack of respect for customers facing genuine issues.Adding to the ordeal, I found myself mistreated during interactions with ****'s representatives. Instead of receiving the assistance and empathy one expects in such situations, I encountered rudeness and a dismissive attitude. This treatment only served to exacerbate the stress and frustration caused by the unresolved issues with my vehicle.Remarkably, throughout this entire period, I have diligently continued making monthly payments for a car that I have been without for months. This financial commitment, despite the lack of reciprocal service and support from Jeep, has only added to the unfair and burdensome nature of this situation.In light of these experiences, I am left questioning the integrity of Jeep's commitment to customer satisfaction and ethical business practices. I sincerely hope that, with your intervention, a fair and just resolution can be reached, and I can finally see the end to this distressing chapter.

  Business Response

  Date: 02/28/2024

  The General Manager ***************** has been in touch with *************. ************* was happy with the resolution that ************ offered at the end of their conversation.

   

• Initial Complaint

  Date:08/01/2023

  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.

  On or around 10-1-2022 I contacted Turnersville jeep to see when I could drop my 2011 Jeep Liberty with under 100k miles on it off to find out why it stopped running.Service man **** said on the 10-19-2022 & the diagnostic fee was $189.I had it towed here.He called me about 5 weeks later to say the diagnostic test he ran showed that the tipm was bad & once he installed a new one the car would then start again,he said that it would be $1900 to do I told him to go ahead & repair it,he said it be ready for me to pick it up in about 2-3 days.He called me about a month later to say that after he installed the part it still doesn't work & I'd need to pay another $900 or more for him to do ANOTHER diagnostic test on it to see why my car still doesn't work after he said it would once he installed the tipm as he originally said.Months go by & I hear nothing so I called to check on it he says I owe $2400 but the car still isn't fixed.I asked for a break down of the costs because I never got one when i dropped the car off up until when i asked on May 3, 2023.I also told him I am not paying for something that is still broken even AFTER he the trained tech told me it would be fixed.i sent **** a certified letter advising him that im willing to pay the $189 and pick.my car up immediately but they are not willing to give me my car back. He said he lowered my ************ the best he can do. I asked for management and he was even ***** and said whatever his technician of 13 years say he's standing by it.Now he wants to charge me $50 a day storage for a car being with them for 9 months and they still can't tell me why it doesn't work after their trained/certified technicians ran tests to find out what the reason was for it not working when I brought it there.**** says oh well it doesn't work trade it in for a new one,let me get you my sales guy.I advised him that I just want my truck and I am only willing to pay the original diagnostic fee $180 he disconnected the call.

  Business Response

  Date: 08/15/2023

  The General Manager of Turnersville Jeep reached out to **************** today at 2:28pm to discuss her complaint. Unfortunately, there was no answer. He left his personal cell # for her to reach him back to discuss the complaint. He will be looking forward to hearing back from her to discuss this matter 

  Customer Answer

  Date: 09/06/2023

  
  Complaint: 20407243
  
  I am rejecting this response because:
  
  

  I have not heard back from anyone at Turnersville Jeep.  

  
  

  Thank you, 

  ******************************;

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

  Business Response

  Date: 09/08/2023

  The General Manager spoke to the customer today and set up an appointment for 9/12@11am to discuss this complaint 

• Initial Complaint

  Date:02/09/2023

  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 dropped my vehicle off to Turnersville Ram for a check engine light pertaining to the transmission on January 18 2023. The dealership called me and said that it needed a valve body (already replaced previously under a recall) and that they needed to keep it a few days. I had no issue with this and then on the following Monday they called and said that the transmission needed to be rebuilt and the torque converter needed replacement. It has been more than 3 weeks now and they still dont know what is wrong with it. I have contacted Chrysler, and they have not done anything to help with this issue. I informed the service writer that I am active duty military and I was supposed to leave today to move to ********** for a military relocation and the dealers solution was to leave the vehicle or drive it **** miles with a known transmission issue. She said her tech guarantees its safe, even though he couldnt properly diagnose the issue. I am very dissatisfied with this dealership and Ram for how this is being handled.

  Business Response

  Date: 02/15/2023

  ******************** vehicle has been into the ****************** since filing his complaint. The transmission in ******************* vehicle was replaced with a brand new transmission. 

• Initial Complaint

  Date:08/11/2022

  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.

  My wife and I dropped off our Jeep Compass to be serviced on August 2nd the issue was sensor related. Turnersville Jeep the service ***************** said if we have any more issues, bring the car back, and they would waive the diagnostic fee. Of course, we had to bring the car back on August 4th, with the same issue. As I file this complaint it is August 11th and we still have not received our vehicle. The customer service has not been good and appears to be screening calls instead of transferring them to service. The customer service is rude and spoke disrespectfully. I finally asked for the Service Manager who mentioned that someone was to get in contact with me. They asked if they could test drive the car overnight, and I had no issue. They don't know what the issue is. I call every other day to obtain an update and they have no idea what's the issue with their car which they specialize in. Since we purchased this car 2 years ago there has always been some sensor issue with this car. My issue is that they don't provide updates, which affects my wife's ability to go to her job where she is a caretaker. We both work and have to share our other vehicle to accommodate her ability to get back and forth to work, where she had to miss days due to not providing updates to allow us to coordinate car rentals that have been sold out. Hopefully, this is under warranty and or a serious **** adjustment or no fee, we both work we have had to split 1 car which has been a major issue.

  Business Response

  Date: 08/19/2022

  **************** has already met with ******************. The dealership purchased back the customers car and paid off existing loan. 
  The customer left the dealership satisfied with this resolution. 

  Customer Answer

  Date: 08/20/2022

  [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:07/11/2022

  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.

  My wife and I dropped off our Jeep Wrangler to be serviced around late April. As I file this complaint it is July 11th and we still have not received our vehicle. The customer service has not been good. Originally started with wife handling phone calls to the service department. They were rude and spoke to her in a disrespectful manner. Since then I have taken over phone contact. We have called at least once or twice per month if not more to get updates on our vehicle. Every time we call they have a new issue with the vehicle. They tell us they'll give us a call to update us but never do. We have to call them to get updates and it has been around 3 months without a vehicle. We have been more than patient. They tell us it is one issue then we call for an update and it is a new issue or they can't figure out what is wrong. Last we spoke was 3 weeks ago they had an engineer coming to look at it and we have not heard back. There has not been much communication on their end. We only receive updates when we call. No one calls us to update us on any issues at hand. We would like the issue to be fixed. There needs to be a serious **** adjustment or no fee we have a child and both work we have had to split 1 car for 3 months which has been a major issue.

  Business Response

  Date: 07/21/2022

  The General Manager of Turnersville Jeep, *****************, has been in touch with Mr.  Grafton keeping him updated on the progress of his vehicle and seeing to it that the repairs to his vehicle are of high priority. 

  Customer Answer

  Date: 07/21/2022

  [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 ********, I have spoken to the ** of the Jeep dealership personally. He has been extremely helpful.  From the beginning we have asked for updates on our vehicle and we have been in contact with them on a daily basis so my wife and I do appreciate their communication and effort to get our vehicle fixed and back to us. However I did express the same concern to ************ that our vehicle has been there for 3 months. Their quick response while it is greatly appreciated further illustrates my frustrations from the beginning. I sent this letter out last week and have gotten more in response than I did the previous 3 months. My wife and I have had to try our best to share 1 vehicle while she is pregnant and we have a 18 month old son already and both work. It has been a struggle. 

  My main concern that I also expressed to ************ is usually people have time to prepare for vehicle issues or work that needs to be done. We are finding out a lot of work needs or needed to be done to the vehicle and due to it being there for 3 months and needing a letter sent to them from the BBB to get this type of response we would like a significantly discounted price all all the work that has been done. While I appreciate their efforts the costumer service prior to this letter has been bad. My wife and I would like a significant discount for all the work being done and I personally believe that is reasonable considering the lack of customer service the disrespectful manner in which **** and *** spoke to my wife back in April or May. 

   

  This has been a terrible process for us to deal with personally and we have felt like a burden on Jeep dealership while trying to simply get our vehicle looked at and fixed. 3 months is completely unacceptable and I can't reiterate enough their quick response further proves nothing was being done in a timely manner until we filed a complaint. 

   

  Regards,

  Vail Grafton