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:01/23/2025

  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.

  On Monday, Dec 2nd, 2024, my wife ******* and I separately called Chapmans Chrysler Service (in *********) three times about their servicing our truck (which had a camper on the bed). Unknowingly our calls were rerouted to their Phoenix call center. During each recorded call we were told to go ahead and tow our truck camper to the dealership and they would work on it. We did this and the very next morning we got a call saying our truck was too big for them to work on. We explained that their Service people committed to working on the truck. ***, the Service **** who called me said he was sorry, the call center should never have committed. We asked him to talk to the managers, as we had spent $125 in towing charges to tow to a dealership that would do the repair and an additional day's expense in *********. They communicated no sense of responsibility. Another of their employees gave us Chrysler national customer care numbers which we followed up with (frustrating with no confidence they were reading our emails). We spoke with ******* at the *******************. She expressed empathy and listened to the recordings and urged *** and ******* at Chapman Chryslers to reach out to us. They have not done so. We are on a fixed income. Being misled by their staff had monetary repercussions for us (tow, extra hotel night, extra car rental day and meals for an extra day of problem solving). We also had the anguish of attending to each tow (hours and one at night). We will send ***** our log and photos of our truck camper in Chapman's parking lot.

  Customer Answer

  Date: 01/28/2025

  Please find attached a word document with an explanation for why the complaint was filed. 

  Business Response

  Date: 01/28/2025

  contacted customer , we are in communication and we are going to reach an agreement over email . we will reimburse tow at a minimum 

  Customer Answer

  Date: 01/31/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ***********

• Initial Complaint

  Date:10/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I purchased two preowned Jeep Wranglers. One is a 2017 JK, the other is a 2018 JL. We both paid for the vehicle inspection around $1,400 x2. We both purchased an extended warranty with Alley 72mo/75k miles. $3,999 x2. We purchased both Jeeps, both warranties, and both Certified Inspection costs on the same day in Sep 2021. I recently found out my Alley warranty is expired. JK expired Jun 2023, and JL expired Jun 2024. Neither of those dates are outside of the 72mo and neither Jeep is over the 75k miles. Both Jeeps should be covered until Sep 2026 or 75k miles. I've called several times, talked to several people who pass me off to other people and no one has called back in over week with a resolution or information. I appeared to be a simple mistake that they won't look into or are refusing to correct - I don't know because I'm getting the run-around. They incorrectly marked the warranty purchase as of in-service when it clearly was supposed to be purchase date. I didn't own the Jeeps until 2021. I would never purchase a four thousand dollar warranty that's supposed to be 72 months but was actually only 36mo (JL) and 24mo (JK).While writing this I just found out that with the $1400 x2 certified inspection comes a Mopar Certified Preowned warranty from Mopar Vehicle Protection. I didn't receive any information about that in my purchase documents from the dealership. My Wrangler JL is covered under a Mopar Certified Preowned Warranty Contract # ******** for 7yrs/100k miles - expires June 6 2025. My Wrangler JK is covered under the same warranty contract # ******** expires Feb 24 2025. So now the issue is they sold us two additional warranties for no reason whatsoever. That cost was $3,999 x2. They had no reason to sell us that warranty that is now expired when the two Jeeps were covered and are still covered on the contracts mentioned above. It doesn't make any sense. It feels like theft and consumer fraud.

  Business Response

  Date: 10/28/2024

  We are reviewing the files and will contact the customer directly and come to a resolution. 

   

   

• Initial Complaint

  Date:09/30/2024

  Type:Order 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 Jeep Cherokee Latitude, 2019 from Chapman Chrysler Jeep 930 Auto **************************************, July, 2024. At the time of purchase, I was not informed of any issues with the car's battery or other components.The cars battery failed, rendering the vehicle inoperable. Upon inspection by a mechanic, it was determined that the battery needed immediate replacement. I was forced to replace the battery at my own expense, despite believing that this issue should have been addressed by the dealership prior to sale. This failure caused an unexpected financial burden. I have also attached a photo of my windshield washer fluid which was completely empty at the time of purchase of this vehicle. This was sold as a Certified Pre- Owned Vehicle:DCJR Certified Pre-Owned Program Details With a Certified Pre-Owned Vehicle (CPOV), you have far more than just a used vehicle. You have confidence, pride and a vehicle that you can trust. Youre Certified. Every Alfa ****** Chrysler, Dodge, Jeep, **** and Ram CPOV can be counted on to go the distance. Our CPO vehicles must pass a stringent certification process that guarantees only the finest late model vehicles get certified. Every vehicle that passes is then subjected to a comprehensive 125-point inspection and a thorough reconditioning process using Authentic Mopar Parts.The battery condition is in the photos as well as the age of the battery. A certified vehicle that has passed all of these inspections should not need road side assistance 8 weeks after purchase. It also should not have any empty fluids in the vehicle.The dealership has failed to resolve the issue or reimburse me for the expenses as there is no contact information other than sales, service and finance.I am seeking reimbursement for the cost of the replacement battery and any additional related expenses, totaling $270.94. I would appreciate the assistance of the Better Business Bureau in resolving this matter fairly and promptly.

  Business Response

  Date: 10/01/2024

  while we understand how Ms **** feels about the battery needing to be replaced, the fact is that the battery was in good condition when it was sold, or those symptoms would have been present at the time of sell. There is no way for us or any shop to look into the future and know that a battery would fail two months later. Also , it is not uncommon for a battery to fail without notice in the heat of the Las Vegas heat. We see no reason to reimburse Ms **** for the battery since it is not a covered component under the Certified Guarantee. 

  Customer Answer

  Date: 10/02/2024

   
  Complaint: 22345923
  
  I am rejecting this response because:

  the battery date is 2021

  the car was sold as a certified vehicle

  there is clear deterioration on the battery

  This is negligence in this dealership and false advertisement. No maintenance issue should occur within months of purchase of a vehicle. It is advertised as going through rigorous inspections to be classified as a "certified " vehicle and we pay extra for that assure that every is in good working order ,not just at time of purchase. Anything near end of life should have been replaced and this battery is almost 4 years old.
  

  I expect full reimbursement immediately 

   

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

  Business Response

  Date: 10/02/2024

  The battery was load tested and passed, again there was no negligence in this case. The fact that the vehicle drove with out issue for months after purchase shows that the battery was not defective at the time of purchase. And it is not uncommon for batteries to fail due to the harsh desert heat. Batteries are not covered under the certified warranty. We will not be reimbursing for the battery expense.  

• Initial Complaint

  Date:08/19/2024

  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 2018 Jeep Cherokee in for a "service shifter" error code on July 10, 2024. I was provided with a rental car (via Enterprise) on that date, from Chapman/Jeep. Two days later, I was told that the vehicle needed repairs, but that the part necessary to do so, wasn't going to be available until August 12, 2024, which would be 4 weeks and 5 days after I brought in my Jeep. I was also told at that time, that Chapman/Jeep's policy was to only supply me with a rental car for 5 days. This would mean that I would need to return the vehicle to Enterprise on Monday, July 15, 2024, leaving me without any form of transportation. This would be a major inconvenience to me, and I relayed my unhappiness and frustrations to the service manager, *****************************, about their 5 day policy. I was provided with the phone number to the company that handles Chapman/Jeeps rental car policy, and was told I could try to "appeal" that policy, and possibly get an extension of rental days. After speaking to an agent and pleading my case, I was denied. This brought me back to speaking with *******, where I was told that Chapman/Jeep was not going to do anything to provide me with a vehicle, because when they loaned vehicles to customers, they paid $50 a day, and wouldn't be willing to cover those costs, despite the many weeks that it would be until my vehicle would be repaired. Then, on August 12, 2024, I was told that the part needed for my vehicle repairs had not arrived, and that it was now on a "back order status" and that there was no estimated time of its arrival. Once again, I expressed my frustrations, having now been without my vehicle for 4 1/2 weeks, and I asked for some kind of help in getting a rental vehicle, but I was again denied. This leads me to reaching out to the BBB, because this is an absolutely unacceptable customer service experience and the current outcome, of my car still not being repaired, with no estimated time of it getting done, is beyond wrong.

  Business Response

  Date: 08/19/2024

  We understand the customers frustration, but there is very little we can do that we have not already done. First , the repairs are being covered by an extended service contract, and in the agreement between the customer and the contract company it sates that only 5 days of rental coverage is paid for. We have no ability to force them or persuade the company to cover more than 5 days. The parts being on back order and the timeframe to get the parts are completely out of our hands, the manufacture is in control of the parts being delivered and all we can do is give the customer the most current information that is provided to us.  We have place the parts on a priority order which is the best we can do. We will not pay for a rental vehicle for anything that is not our specific responsibility, also we cannot make any guarantees to the timeframe the parts will come in, once again all we can do is relay the most current dates we get from the manufacture. 

  Customer Answer

  Date: 08/25/2024

   
  Complaint: 22155591
  
  I am rejecting this response because:

  When they say there is very little more that they can do, than what they have not already done, its just empty words. The fact is, they still have not repaired my vehicle, after having it for seven weeks now, and they still do not have an estimated time of delivery for the part needed, to repair my vehicle. I just want my vehicle repairs done, and they have not been done in a reasonable amount of time. The fact that they have been unwilling to provide us with a vehicle, a huge inconvenience, after this lengthy duration, is just simply unacceptable. Originally we were told that the part would be in on August 12, 2024. As of today(8/25/24) we are now being told that the part is on backorder, and that they have it on priority order, and thats the best that they can do?? Again, They havent done anything for us, but yet they keep saying that theyve done everything they could possibly do. My vehicle is still in their possession and isnt working. Theyve done nothing. Jeep has millions of vehicles on the road in the *************, and my car is only six years old. How is it possible that it is taking them this long to provide one single part, to repair my vehicle? And, they say, they cannot make any guarantees to the timeframe that the parts will come inreally? Again, completely unacceptable customer service! There are a large company, worth millions of dollars, surely they can do better!

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

  Business Response

  Date: 08/27/2024

  we were able to locate a used part and the customer agreed to let us use that part 

   

• Initial Complaint

  Date:07/01/2024

  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.

  Vehicle purchased 6/25/24. 2024 Jeep Compass.Finance Manager added on services I did not ask for, want or need. She discussed the Warranty and what it comes with, without explaining that those services would increase by loan by $13,223. I have thoroughly reviewed my contract and want those services removed. I have emailed the General Manager, Sales Manager, Finance Manager and cc'd the Sale woman that all assisted me throughout this process, requesting to remove those services. I have yet to receive a response.

  Customer Answer

  Date: 07/02/2024

  I have received communications with the ********************************* They were able to assist with my questions and concerns and correct my contract to reflect exactly what I want. I would say this issue has been resolved. Signing the updated contract 7/4.

• Initial Complaint

  Date:04/26/2024

  Type:Order 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.

  When I purchased my 2018 car I got it used at 60k miles and got it 2 years ago for 38k. Today I tried to refinance it today 2 100k miles and was told its only worth 12k. No company will refinance the car because they over priced the car so badly that I am stuck unless I pay 15k of it down. I trusted this company as I purchased my 2017 car through them brand new so I went back to then. I don't know what to do or who to turn too. Also when I got the car it was never inspected. They didn't even know the window was cracked and took them 2 months to fix a cracked windshield. The transmission has been slipping since day one.

  Business Response

  Date: 04/26/2024

  *********** , the sale was final and we will not be refunding you any dollar amount. We are under no legal obligation to do so, and we did  anything wrong. At the time of your purchase you had negative equity which could be a part of what is affecting your ability to refinance and also we are not responsible for any decrease in market value. At the time of your purchase the value of the vehicle would have been inline with bank programs or we would not have been able to secure your finance. 

  Customer Answer

  Date: 05/01/2024

   
  Complaint: 21628044
  
  I am rejecting this response because:

  I purchased a 2018 Pacifica @38k with 60k miles. Its 2 years latter @20k miles a year. Explain to me how I am upside down on this car by almost 22k? You say I had carryover from my old car yet with what you gave as a trade value and the down payment there was no carryover. I was taken advantage of and over charged for this car. How am I paying the same price it was sold as brand new? I am not asking for a full refund. A refund of what the car should have cost at the time was about 14k to 17k less. I can't refinance, or trade it in. I have never had a car payment over 500 till 2 years ago.

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

  Business Response

  Date: 05/01/2024

  *********** , we would have no way of explaining how you are in a negative equity position. It is a fact that you did roll over negative equity on your purchase , that is not in anyway our responsibility. You agreed to a price on the vehicle and were not over charged in any way. We also in no way are responsible for market changes , used vehicle prices vary similar to the way the stock market can vary , and we have no way of predicting when and how this happens.  We can go over options with you and do our best to help you either refinance or take advantage of rebates to help alleviate your negative equity, that is up to you on how to proceed. 

• Initial Complaint

  Date:04/24/2024

  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.

  I bought a vehicle. They held the vehicle for over a week to ensure everything was as in working order. My a/c had issues after and I took the vehicle back in. The a/c still had issues. I was also told when I went in for my first oil change which was only a few months from when I bought the car that it needed $2000 worth of work done. When I complained that I just bought the car they told me maybe the sun did the damage which didnt make since b cause it was cool out still. I told the mechanic and they told me to have my husband look over the work needing to be done in a sexist attitude. Im not married. I will NEVER buy from this dealership again and feel theyre rip offs! My payments also ended up higher than I asked for and they want to charge me $500 to fix my car now. I think they should fix the vehicle.

  Business Response

  Date: 04/26/2024

  Our service manager is working directly with the customer and to my knowledge the customer is satisfied with our resolution

  Customer Answer

  Date: 05/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/03/2025

  Ms ****** , we have done more for you in repairing this vehicle than we are required to do. The vehicle is sold as is, but when you brought it in a short time after purchase we did cover the cost of repairs at that time. Now you are wanting us to continue covering the cost of repairs after quite some time from purchase. We are not going to cover any repairs for your vehicle as this is your responsibility as a cost of ownership. 

• Initial Complaint

  Date:02/28/2024

  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.

  Unacceptable service provided by this service department is costing money stress and days from work. The vehicle, a 2016 Durango, (under *************************) has experienced a persistent misfire on acceleration. During two separate visits this misfire has been the primary complaint. Despite these critical issues, the service department has prioritized less significant concerns, and there has been a complete lack of clear communication.The service employees have displayed rudeness and unprofessionalism both in person and over the telephone, exacerbating the already frustrating situation. Despite numerous attempts to obtain information about the status of my vehicle, the manager has refused to return my calls, leaving me in the dark about the ongoing repairs. And causing me to miss work.I have already incurred expenses totaling almost $1200.00, and with an anticipated cost of up to $600.00 for the current visit, I find it unacceptable that the original and more serious misfire issue remains unaddressed. This situation has caused undue stress and financial burden, and I urge the BBB to investigate and mediate this matter promptly.

  Business Response

  Date: 03/13/2024

  There has been no documented complaint of engine misfire on either of the work orders for this vehicle. The only repair to the engine was for a check engine light caused by an evaporative emissions system leak which we repaired. 

  The expenses incurred were for the emissions system repair, the door lock repair, a ****** mile maintenance service and reprogramming of the Parksense system, all asked for, authorized by the customer and fully completed.

  It has been pointed out to the customer that the engine mounts have collapsed and are causing a jerking sensation while accelerating...the most likely cause of the feeling that the vehicle is misfiring. This repair was declined.

  Even though we did not cause the conditions that exist on this vehicle, we have given substantial financial considerations for the cost of repairs.

  We will not accept responsibility for what is wrong with ***************************** vehicle, nor will we provide financial assistance with further repairs. 

  Customer Answer

  Date: 03/20/2024

   
  Complaint: 21355747
  
  I am rejecting this response because:
  Complaint of engine misfire was spoken about as well as given in email and still was not documented. This is a oversight and mistake on multiple service individuals unable to collect and report accurate information.

  The real issue is the engine mounts have collapsed and are causing a jerking sensation while accelerating...the most likely cause of the feeling that the vehicle is misfiring. This was not looked at or considered because of lack of understanding and communication with the service personnel. This repair was declined after having just paid for the other, less concerning issues and not wanting further miscommunication and cost. 
  Business was not blamed for the conditions that exist on this vehicle, the main complaint was never documented and was not addressed after multiple visits and substantial cost for other services.
  The business' failure to accept responsibility for not addressing actual problem that customer came in complaining of, lack of communication and effort, and unprofessional acts need to be addressed. Further assistance with future repairs will absolutely be done elsewhere. this dealerships service department is unprofessional, incapable and will be reviewed and treated as such. 
  Sincerely,
  
  *********************

  Business Response

  Date: 03/22/2024

  We have fully investigated and addressed the customers allegations and complaints, and have provided diagnosis of needed repairs as well as performed requested services. In addition, we have provided financial assistance on additional repair requests. No additional assistance will be provided.

• Initial Complaint

  Date:02/15/2024

  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 customer was charged $2,400. I am aware that the dealer charges more and that is exactly the reason you should not have let the customer drive the car when you told him you could 'Not investigate the misfire until you receive $700'. There was no mention of overheating because it did not overheat, it just would not start. To reiterate, the owner of a jeep that will not start, the owner decides to have it towed to the Chapman dealership where he bought it. They told him he needs a starter and a water pump. The customer pays $2,400 for a water pump and starter replacement on a 2017 Jeep Grand Cherokee with less than 60k miles on it that he purchased new from a Chapman dealership in So ******. Upon pick up the customer is told that if he wanted to them to 'investigate' the misfire code, it would be another $700', after he just handed them $2400?? The owner did not have the money. He was handed his keys and went home. A short time later the owner arrives home with the car. But in the morning when the owner tries to start it, it fails to start, again. The owner then has it towed back to your shop a second time and is told that HE drove it without water and the engine is vapor locked. Then he is told the engine has a blown head and he needs a NEW ENGINE!! Can you imagine? I stated above that the water pump was just replaced, right? Please provide me with copies and look over the work order for the water pump and starter? That should solve the discrepancy. BTW, the reason I am familiar with the sequence of events is because I am the person giving him the rides to and from your shop. Please understand, this is not just a matter of the repairs but also the owners ability to make a living without his vehicle, that has not been possible, since November 2023 and now as a result the owner may have to move to another state. Thank you for your time in this matter and I trust that you will do the right thing and find a solution to this problem. I look forward to your reply.*Note-Regarding the leaking water pump:The owner of the vehicle says BOTH the water pump and starter were replaced during the same repair time period and the owner has no knowledge of photos of a water pump. They were both repaired at the same time. This is a response from the customer back to ********************** Jeep of a complaint filed for a 2017 Jeep Grand Cherokee

  Customer Answer

  Date: 02/19/2024

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

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

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

   

  Business Response

  Date: 02/23/2024

  Good afternoon,

  After reviewing this complaint what we have found is vehicle was towed in due to vehicle would not start and having a check engine light on. Our initial inspection found starter had a internal failure and needed to be replaced regarding the no start concern. When it comes to the check engine light we verified vehicle has multiple cylinder missfire and we would need to perform teardown of the engine to inspect and find out what is needed internally at this time customer did decline teardown. on this same visit we did verify water pump ws actively leaking at this time we did advise customer of this as well in which they did approve. Customer then called back one month later and only additonal 30 miles have been on the vehicle stating vehicle now wont restart. We towed the vehicle back at our expense to reinspect the work we performed and at this time we did verify the engine was locked due to the missfires codes that were present and customer declined. We attempted to assit customer financially in which customer declined any further work. Please see invoiced atatched to support chain of events.

  Customer Answer

  Date: 03/02/2024

   
  Better Business Bureau:
  
  Attached is the owners info and contact information. I have reviewed the response made by the business in reference to complaint ID ********, and here is the additional info you requested.  
  
  Sincerely,
  
  ********************************* & *************************

  Customer Answer

  Date: 03/02/2024

  I, ************************* would like to respond. I had the car towed in because it would not start. After fixing the necessary water pump and starter, I assumed they started it successfully and test drove it to their satisfaction, enough for me to pick it up. When I told the service manager that I cannot pay the $700 to explore the misfire situation, I was told to pick it up. At no time did anyone tell me NOT to drive the car!  Why would a JEEP certified service department give me a car that should not be driven? I'm not a mechanic, was I supposed to automatically know this? Today I did a simple internet search on driving with a misfire and those are the results. I believe their negligence to inform me led to the engine issue. If they had said anything like that I would have had it investigated. I would have found the money and left the car there, not to have the engine blow up. Someone in the line of communication dropped the ball, failed to inform the other of the entire situation or just don't care because I did not have the $700. That's how they made me feel and basically they didn't want anymore to do with me after that. 

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

  Business Response

  Date: 03/04/2024

  ****************** , we do not accept any responsibility for the condition of your vehicle. The engine damage existed at your visit when the water pump was replaced , you drove your vehicle with a leaking water pump to the point of overheating and this is what caused the engine damage. The damage may have gotten worse from diving after you picked it up but that is your responsibility. 

• Initial Complaint

  Date:11/20/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They changed the price while having me wait for the deal. They told me and my wife loes regarding this vehicle and tried to put me in something I did not want, Made me wait three weeks for an so called inspection. And I as i waited they told me the ban needs a bank traditional bank account for payments, just every excuse to prevent me from getting this car.

  Business Response

  Date: 11/20/2023

  **************** I know it can be frustrating at times finishing up a vehicle purchase. The vehicle you are interested in has been on hold for some time and is still currently on hold. There are numerous reasons this can happen and it is definitely not something we would do to not sell you a car. Our job is to sell customers cars and we would love to make it work, but currently that vehicle is not available. As for the bank account information , this is a stipulation by the bank and there are certain online accounts that they do not accept, if this is the case we do not have the ability to force them to make exceptions. If this vehicle becomes available , your salesperson ****** will get ahold of you and then we will need to review all of your information to make sure you have what the bank requires. 

   

  Customer Answer

  Date: 11/21/2023

  Bank account information has nothing to do with the multiple lies, First it was the bank would not allow the car to be sold because of the miles, Turns out he never ran the credit, I was then offered a vehicle with more milage, Then I was told it takes 3 weeks to inspect the car and that it can be sold, Then they said they had a deal on the table, Then they moved up the price while I was waiting the three weeks and now the deal unraveled.I feel discriminated against.

  Customer Answer

  Date: 11/21/2023

   
  Complaint: 20886435
  
  I am rejecting this response because:

  Consumer

  Most Recent Message

  Date Sent: 11/21/2023 5:02:00 PM
  

  Bank account information has nothing to do with the multiple lies, First it was the bank would not allow the car to be sold because of the miles, Turns out he never ran the credit, I was then offered a vehicle with more milage, Then I was told it takes 3 weeks to inspect the car and that it can be sold, Then they said they had a deal on the table, Then they moved up the price while I was waiting the three weeks and now the deal unraveled.I feel discriminated against.

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

  Business Response

  Date: 11/21/2023

  The vehicle is still not available to be delivered , we did show you other options but they were not what you wanted. When the vehicle does become available , we will contact you and see if we can finalize a deal for you.