Complaints

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

• Initial Complaint

  Date:04/28/2025

  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 am contacting you regarding a serious airbag safety defect in my Jeep, which has now been sitting in the dealerships shop for over six consecutive weeks with zero resolution. This is the sixth attempt to fix this vehicle since the issue was first reported in October. Based on the repeated failures and excessive downtime, I believe this car clearly qualifies as a lemon, and I am prepared to take legal action. However, the dealership has stated they will not release the necessary receipts and service logs until the vehicle is finished which, after six weeks and no end in sight, is unacceptable. I am demanding immediate corporate intervention and the full release of all service documentation so I can pursue my next steps.

  Business Response

  Date: 04/29/2025

  Good Morning,

  I spoke with *** ****** this morning 4/29/25. He already has Jeep corporate involved in the repairs of his vehicle.

  I have advised him of his rights as a consumer under the NY State lemon law. He will have to retain a lawyer and we will provide the necessary documentation of his service visits for him to pursue lemon law buyback.

• Initial Complaint

  Date:02/26/2025

  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.

  My car was required to resolve recalls issued by the car builder "Dodge". Therefore my car would not pass inspection until these recalls were resolved. I called the Dodge certified dealer agency who are the only one certified to install these recalls at no charge to the customer. Initially when I called the ********************** City dealer they told me that it would take 2 days to do installation and I made the appointment to take my car to the dealer for the resolution of these recalls. I repeat, my car needed no repairs and my only intention was to have these recalls satisfied so I could pass the inspection. Upon arrival to the dealer on the appointed date listed on the receipt attached to this complaint, I was directed to ***** ***** whose title is service advisor and we went over the recalls and he offered additional services that included a tune up, engine coolant replacement and replacement of the temperature control unit in the dashboard. We agree a deal of ******* plus tax for such services. *** ***** stated the repair would take 5 business days and they would not cover for any car rental. *** ***** contacted me asking for permission to do additional services like break repairs and other. I refused the request. On the pick up date, *** ***** was not on the office so his superior had to handle the delivery of the vehicle to me. The first I noticed is that I was charged the full price of our deal but the temperature control unit in the dashboard was not replaced, furthermore the vehicle had distinctive loud noise coming from the engine, the engine was dirty , full of dust, it appears like none worked on that engine in weeks, the seals of the engine were not replaced. They charged me ****** labor for replacing sparks in the engine. they took 5 days to do a 5 hrs. job and left my car in ruins.

  Business Response

  Date: 02/27/2025

  Good Morning,

  We currently working with owner. They have already setup a time next week for our service team to help resolve his current issues.

   

   

  Customer Answer

  Date: 03/05/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ****** *****
  
  
  
   
  
  

• Initial Complaint

  Date:07/12/2024

  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.

  This dealership lied about the cost of the car, hid the contract from me, signed the contract on my behalf, lied about the features of the vehicle and now I am responsible for loan terms I did not agree too. This is essentially fraud.More details:The dealership did not return calls or emails for nearly a month, on 7/10 a man from the dealership reached out stating he wanted to help correct the issues (I have text messages regarding this) with the financing amount being wrong and the added warranty I did not agree to. He instead re-submitted the fraudulent loan to Chrysler Capital. The dealership lied about the vehicle having the following safety features - side curtain air bags - blind spot monitoring As well as wireless carplay which is also a safety issue In addition, I was charged $1345 for Zurich security guard. I did not agree to this ask for it or sign for it, Zurich has a contract for me with no signature. My Jeep customer bonus cash incentive was not applied although I was told by finance manager it was. ($1000 amount)Overall, it seems I was fraudulently charged ****** when I was told the price of the vehicle was ****** The finance manager said the price I was paying was Line 3 of the contract page I have = $56,934.83 ... the ****** plus tax would be this $56,934.83 I was informed this number this $56,934.83 was then supposed to be minus the federal rebates and $1000 Jeep customer bonus cash incentive bringing the total per the sales manager to 49k and change (I have this in email)

  Business Response

  Date: 07/16/2024

  The disputed amount in this complaint is $1500.00.  We forgave $3500 of down payment that the customer owed us. There is nothing else owed.

  Customer Answer

  Date: 07/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  this response from the business is irrelevant, they submitted a financing contract on my behalf without my consent or signature for a dollar amount I still do not know as I have yet to see the finance contract that I allegedly signed. This is fraud and illegal. In addition to the falsified info in the financing contract and the forgery this dealership then added on and thus charged me an additional $1300 for a  'security guard' contract without my knowledge or consent.  

  In regards to the dealerships response regarding $3,500, I have no idea what they are referring to. I was 'sold' a car for one price - important to note this was without the critically important promised features of side curtain airbags, blind spot monitoring and wireless carplay - and then given financing that I did not agree too, did not sign for or even see the terms (I believe this is called a bait and switch) and now it appears that the financing submitted illegally and fraudulently is $10,000+ more than the amount I agreed to with the sales manager. 

  This is 100% not resolved at all, the only acceptable outcome here is a correction of the contract terms - maybe start with providing them to me so I can have my attorney conduct a handwriting analysis - to what I agreed to, a new contract that I actually get to review and sign or the other option is complete cancelation of the deal/ fraudulent contract with a refund of my down payment. 

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

  Business Response

  Date: 07/17/2024

  We attempted to call ****************** a few times yesterday with no answer and her voicemail is full so you cannot leave a message. I am unsure as to what she is saying as to the "forged contract" as the original contract she signed is the contract that was funded. We never had to re-contract the paperwork.  We have copies of the originating contract she signed that matches her payment on the contract she signed and agreed to.  When you sign a contract, you are agreeing to the terms.  We will gladly refund her the $1345 security guard if she doesn't want that insurance, but as to the pricing of the vehicle, it is all on the contract she signed.  We have the copies of the contract along with a bill of sale with her signature.  The total amount down she was to give us on loan was $5000.  She gave us $1500 and we let her take delivery of the vehicle with the promise of $3500 to be brought back to us.  Upon funding the contract, is when she is saying she didn't agree to the terms in the contract. We forgave the $3500 at this point to try and make ****************** happy. There is nothing further we can do.  If she wants to retrieve an attorney, we will forward over the contract and bill of sale she signed which will match the contract the bank has.

  Customer Answer

  Date: 07/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  No one from this dealership called me in the past week and my voicemail is not full. I have left messages and texts, both have gone unreturned. 

  To be clear, I never signed a contract. I do not have a contract and I never saw a contract. I have text messages from someone named '*****' who claims they are the 'General Manager' from earlier in July texting me to call him to 'fix the discrepancies with my contract' i.e. the contracted they added on and get the loan finalized. The last communication with '*****' was on 7/10 when he stated he would send me the contract to review, would remove any service contracts, would then explain the numbers to me and then I would sign said contract. Instead the contract was apparently submitted to the financing company without my review, signature, knowledge or consent, with a service contract added (per the financing company). I have been asking this dealership for any contracts of paperwork that I allegedly have signed, they have yet to provide that, I still have not seen the contract they state I signed. 

  Again, I never signed a financing contract nor did I agree to a service contract, my understanding was I would be shown a contract with numbers and that I would need to sign it.

  A few other issues have come up as well, the financing company claims I signed this contract per the dealership on 6/12 - the dealership asked me to contact the bank to get approval for the loan on 7/9 - how is it possible to be approved before applying AND It has also been recently uncovered by the financing company that this dealership falsified my income information to the bank. 

  Again this is 100% not resolved and this dealership is dancing around the huge mess they have made, please help BBB thank you

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

  
  
  
  
   
  

• Initial Complaint

  Date:05/20/2024

  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.

  May 11th was the most recent visit to this service department after many attempts to correct the loud rattling noise under my truck. I have had to return my truck more than 4 times for the same issue. Following this last visit, something can be seen hanging down from the front of my car and the sound is still there. It is worse. I sent the service shop images and have left messages. They have ignored me and have not respond to the images or my request to for a return call. I left many message for the manager (with staff and on voicemail boxes) as well as in writing. No response. In addition I have paid over $2500 to fix issues related to my check engine light. The light is still on and the issue remains unresolved. I was charged for a diagnostic fee to discern the reason the indicator light was on and they charged me for many things. I was then advised to just buy a new Jeep and directed to look at the late model cars steps away in the same area as the service ***** My Jeep has low mileage and is rarely driven. Each time I have gone they remind me your check engine like on but it is them who could not fix the problem following my paying for all suggestion listed on the diagnostic. They kept my Jeep for 3 weeks and returned it with the same issue.

  Business Response

  Date: 05/21/2024

  Good Afternoon,

   

  I have attached the FULL actual invoice from that service visit that amounted to $2,500.00. Those repairs were from 2 years ago. The repairs have no relation to ******************* current concerns.

  As a valued customer, we do want to help correct the issues on her Wrangler. Please have her contact our department to schedule an appointment. We have reached out to her but have not gotten a response.

  Garden ***************** Dept.

  Customer Answer

  Date: 05/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Both issues are a part of my complaint and neither issue has been resolved. The check engine light has remained on just as the loud rattling sound persist. Garden City Jeep did not correct either problem. I was told that paying for a diagnostic test (approx. $300) would identify the issue. After paying for the test and every single item listed on the diagnostic test result, the service advisor asked me to buy another truck, as a solution, because he did not know why the light was still on. They did not honor any guarantee for the work or a refund. The check engine light is still on and continues to impeded my ability to get a state inspection. During my most recent visit (and each time prior) the check engine light has been a discussion. I have shared with each of the service providers that I have interacted with, this issue. There is a record of communication and text message dialogue with each employee about it. They simply ignore the check engine light and are silent about it because they know they did not fix it, nor have they fixed the loud rattling sound that remains. Today, the check engine light remains and so does the very loud rattling sound. There is even a hanging paneling in the front of my truck to go along with the loud rattling sound. Please know that I work 7 days a week.  I spend 3-4 hours in their waiting area only to have to return my truck again to have issues not be corrected. Both issues are a part of this complaint and these issues have not been resolved. 

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

  
  
  
  
   
  

  Business Response

  Date: 05/30/2024

  *****************,

  Here are the facts and what happened during each visit.  On the picture that you sent showing you paid $2,415.66, that is repair order #****** which occured on 6/23/2022.  Here are the details from All your visits since.

  6/23/2022- Customer came in with concerns of *** and traction light on, tire pressure light on.  We repaired the *** traction light ($1,096.35) by replaicng the hib bearing assembly.  We repaired the tire pressure light by replacing the tire pressure module ($585.99).  We also replaced your wiper blades, air filter and performed a fron and rear differential service (******) Total bill with tax was $2415.66

  10/01/2022- Concern is check engine light, Customer request oil change, Tire pressure light.  We reset the tire pressure at no charge.  Check engine light (nothing to do with previous visit or any other visits) you declined to pay fro diagnostic charge for us to diagnose it, oil change ($38).  total bill - $42.37 with tax

  02/22/2023- Oil change visit - total bill $42.37 with tax

  11/02/2023- oil change and air filter replacement.  Total bill $110.74 with tax

  most recent visit - 5/11/2024- oil change and asked to check rattle under vehicle.  We recommend to replace shield but you declined so we re-attached it at no charge.  There is no idnication onthe repair order of a check engine light on this visit.  

  As you can see, the original amount you paid $2415.66, had nothing to do with check engine light nor the front shield.  We are not refunding anything as it has nothing to do with your current concerns.  If you would like us to diagnose the check engine light for no charge, we will diagnose it and give you an estimate of what the repair would cost on fixing the check engine ligh.  As far as the rattle, we have videos to show you the underneath of your vheicle which has extensive rust.  This is normal for a Wrangler that is 11 years old.  We do our best to re-attach but sometimes you need new parts.  In this case you declined the part but we again can you give you an estimate of what that will cost.  

  Customer Answer

  Date: 06/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The business has failed to address both of my complaints listed in complaint #********. I requested a refund due to their inability to repair my car over multiple visits to their shop.  The most recent visit 
  being 5/2024. Thank you.
  
  
  
  Best,
  
  *******
   
  
  
  
   
  

• Initial Complaint

  Date:11/15/2023

  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.

  The 2016 Ram **** diesel truck was purchased as new vehicle in March of 2016. It has been endless problems with it since that time. Check engine light keeps reappearing though the dealership claims the oroblem has been corrected. Every time we get the truck back, it has to go back to dealership within 2 weeks. I. April 2023 they took the truck and has it for about 7 month, without explanation as to why they had to keep it for so long. We got the truck back in November 2023 and within 2 days the engine light came back on and deadly fumes are emanating within the cabin of the truck as well as from the muffler. The dealership knows the truck is irreparable. We need a replacement vehicle.

  Business Response

  Date: 11/16/2023

  Good Morning,

  We can certainly help *************** in getting a replacement vehicle. They will have to come in and sit with our sales staff.

  ************** has already reached out to our service department to bring the vehicle back in to diagnosis their current concern with their vehicle. We are setting up that appointment and transportation for them to use.

   

  Let us know if we can be of further assistance.

   

• Initial Complaint

  Date:09/19/2023

  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.

  9-8-23 I purchased a ***** suburban I was told it passed a 125 point inspection and had no rust just some oxidation. I shipped the car to myself and when I got it the a/c wasnt working one of the air shocks was blown there were service indicators on when you started the vehicle and the rocker panels are rusted and not just a little I have pictures to prove. I bought this in good faith cause I was purchasing from four states away. I feel like they may have taken advantage of that.

  Customer Answer

  Date: 10/01/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:07/11/2023

  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.

  After about a month or so of driving the vehicle, it start stalling in traffic at stop signs and lights. With the STOP/START feature turned on, I would stop as normal at a stop sign. The car would shut off and then when I release the brake the car is obviously supposed to turn back on... that wasn't happening! The car would be completely off and would not move. I would be sitting in traffic awkwardly for minutes driving to get the car park brake off because thats automatically activated when this happens. Get the car shut off and then turned back on. It happened often enough that I called in and tried to get to the service ***** A gentleman, can't remember his name said that I could just turn it off. Anyway, I did just that and guess what, the battery dies not even 1 year into having the car. How long is a car battery supposed to last? ****** says on average 3-5 years, certainly not 1! So I go into the service **** and basically gaslit by one of the service managers in him basically saying the car battery being dead is my fault because I dont use the stop/start and its necessary to ensure both batteries stay charged. I WOULD USE THIS LOVELY FEATURE IF IT WORKED PROPERLY AND DIDNT LEAVE ME AND MY FAMILY STALLED IN A CAR on too many occasions. I request a different service manager who seemed to understand and changed the batteries out free or charge and told me everything with the stop/start should be functioning. That was a lie because just a few short months later, the car started to stall again and I just played the game of turning it off and turning it back on because the service department has never been helpful and guess what. The batteries died again, because of course! I didn't even contact Garden ********* to fix it again and just simply gave up, I was carless for about a week. Tried to trade the car out and could not so had no choice but to try and fix the car which I ENDED UP PAYING OUT OF POCKET $700 for! I didnt do this, I want my money back!

  Business Response

  Date: 07/11/2023

  Good Afternoon,

   

  ********************* came to our shop on June 27 2023. The issue was a no start condition. We found the batteries required to be change.

  We repaired the vehicle and returned the vehicle to *********************. If the vehicle has a condition that is unrelated to the replacement of the batteries, she will be responsible for the repairs.

  ******************** has a 2017 Compass with a ******* miles. She had purchased this vehicle in December 2020 with  ****** miles. ** these 3 years has been to our facility only 3 times.

  Please have owner follow up our service facility if she has any further concerns.

  Let me know if I can be of any further assistance in this matter.

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

  Garden City Jeep

  Service Director

   

  Customer Answer

  Date: 08/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The issue with my vehicle is that the Stop/Start system has not functioned correctly since I purchased the car in late 2020/early 2021. Resulting in the car batteries having to be replaced way more than normal and the overall parts of the car failing. So much so, I paid for 2 new car batteries which I wasn't pleased with in middle to late June of this year for my car to now not turn on only a month and a half later. The car had to be towed off the side of the road to Garden ********* where they advised my car didn't start due to my car starter failing?! Which is obvious because the car stop/start system has not been functioning properly since the very beginning. They are expecting me to pay out of my own pocket for an issue that should have been fixed when I brought my car into the service department a few months after receiving it letting them know the car was stalling at stop lights/stop signs (STOP/START system not functioning), the issue should have been fixed before it was cleared for sale. I want the car to be fixed free or charge because they should have done so when I brought the car to them the first time or to be put in a different car.
  
  
  
  Thank you!
  
  *******************************
  
  
  
  
   
  

  Business Response

  Date: 08/17/2023

  Good Morning,

   

  I'm not sure how we can be of further assistance on a vehicle with over ******* miles on it. It requires maintence and upkeep. We will certainly be diligent in getting ********************* the best price and best service on her vehicle.  

   

  ********************* came to our shop on June 27 2023. The issue was a no start condition. We found the batteries required to be change.
  

  We repaired the vehicle and returned the vehicle to *********************. If the vehicle has a condition that is unrelated to the replacement of the batteries, she will be responsible for the repairs.
  ******************** has a 2017 Compass with a ******* miles. She had purchased this vehicle in December 2020 with  ****** miles. ** these 3 years has been to our facility only 3 times.
  Please have owner follow up our service facility if she has any further concerns.
  Let me know if I can be of any further assistance in this matter.
  ***** A
  Garden *********
  Service Director

• Initial Complaint

  Date:06/08/2022

  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.

  During the month of May 2022 I noticed my air conditioning stopped working on my new Jeep wrangler 2021 Sahara Unlimited after only having it for a year. I leased my vehicle back in March 2021 brand new. I had switched my business from ***** to Jeep. When I called to schedule to have my Jeep serviced the lady had confirmed that it would fall under my warranty the replacement for the air conditioning but was not able to give me a timeframe of how long it would take despite speaking to a supervisor as well. I took my jeep to be serviced on 5/25 at 10:30am and ********************* was the individual that took my car in. Throughout the process he was not able to give me a timeframe of when my vehicle would be returned despite me asking and to prepare to leave it there for a few days. When I asked if a loaner car can be issued he only stated that no cars were on the lot or that he could call enterprise for me but that it would be at my own cost. Further, ***** was not able to give me a definite time of when the parts would be ordered, received, or a diagnostic on my vehicle could occur. I decided to pick up my jeep a few hours later that day since I had no time horizon on when I could receive it back. I have communicated in emails to ***** on 5/30, 6/6 and called and LVM on 6/8 to get a updated on the status of my parts and to inquire on which parts are being ordered. To this date I have not received a clear response to have a expected time frame nor any accommodation for a failure on the vehicle that falls under the warranty. The poor customer service and slow time lag to have my vehicle fixed in the mist of hot weather has been frustrating.

  Business Response

  Date: 06/22/2022

  The customer has been handled.  We fixed her car and she is now driving it with AC operating.

  Customer Answer

  Date: 06/23/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************