Complaints

This profile includes complaints for Westbury Jeep Chrysler Dodge, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Westbury Jeep Chrysler Dodge, Inc.

  100 Jericho Turnpike Jericho, NY 11753-1004

  
• 

  Westbury Jeep Chrysler Dodge, Inc.

  111 Bond Street Westbury, NY 11590-5015

  

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:03/27/2025

  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 brought my car to the Dealership for a Vehicle Health Check on 8/22/24, because on the prior evening my vehicle would not start, was running fine during that day. When the tow truck arrived to transport the vehicle to the Dealership, the vehicle started and ran with no issues, but I had it brought in anyway to confirm there were no issues. There were no issues with the transmission identified by the health check, but they took it upon themselves to perform a recall on the Transmission Control Module, without authorization from me. When I was called to pickup my vehicle I was told they performed the recall and the transmission was not working and I would have to have the vehicle towed out. No management would verify that I authorized the work on the recall, because I never authorized it, I contact Chrysler to seek a resolution. I was informed that Westbury was a franchise and they had no authority over them and could not help me resolve the issue. After repeated threats by the Dealership to pickup my car or be charged an exorbitant amount per day for my vehicle to remain there while I attempted to resolve the issue, I had a tow truck pickup my vehicle on 9/21/24. I brought it to another mechanic and talked to 2 others over the phone, all of them identified the vehicle would need a new transmission and would cost roughly $10,000.

  Business Response

  Date: 04/28/2025

  Mr. ****** contacted our dealership on 8/21/24 looking to bring his vehicle in due to the transmission light coming on and the car not turning on. Although the car had never been to us, he notified the appointment setter that he works near our dealership that's why he contacted us for this matter. He was clear on the recorded call that he needed the vehicle to be towed and that the service transmission light was on etc. On 8/22 the vehicle was towed in to our service facility. When checked in and vehicle owner contacted, it was noted that "yesterday service transmission light came on and wouldn't start today it started but trans light was still on" as indicated by the vehicle owner. The transmission light was on due to failure codes present in the system (********). The vehicle owner discussed the recall (which is related to the transmission control module replacement) at this time with the service advisor, understanding that this recall would be performed prior to any further diagnostics to rule out the recall as the cause for these codes which were present. 

  We completed the replacement of the transmission control module at no charge to the vehicle owner and corrected the ******** codes. We perform multiple road tests to confirm that the customers concern is addressed fully. Upon road test, the vehicle displayed shift quality issues and on the 2nd drive cycle a malfunction indicator light came back on and the transmission went into limp mode with a ******** incorrect gear ratio code, indicating a further failure is present internal to the transmission (separate from the TCM replacement recall performed). 

  The customer was notified of the failure related to his concern and declined to invest in a repair with us. This vehicle was towed to us specifically for a transmission malfunction, and left just the same as no repairs outside of the outstanding safety recall and diagnostic evaluation were approved or performed.

   

   

   

  Customer Answer

  Date: 05/04/2025

  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 dealership never contacted me about the recall, and did not contacted me until after the inspection.
  Per there inspections report sent to me on 8/7/24 2:40pm, there were 6 services recommended and I did not approve of any of them.

  1. Programing - Update for Transmission

  2. Engine Air Filter Replacement

  3. Cabin Air Filter Replacement

  4. Chrysler Break Fluid Exchange

  5. Tire Pressure Control Sensor Replacement

  6. NYS Inspection Due

   The first contact I received from the service departments was that the inspection was done and I needed to have my car towed out as it no longer ran.

  The car ran when I had it brought it, the only reason it was brought in on a tow truck is that I was at work and unable to drop the car off myself.

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

• Initial Complaint

  Date:01/28/2025

  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.

  I financed a car on December 3rd with Westbury Jeep, ************************************************ Not even 48 hours the Check Engine light came on. I returned the car on December 5th to the service department. I picked the car upon December 12 after they said repairs were done to the car. They replaced both coolant temperature sensors.Not even 24hrs later the Check Engine light came on again. As to which I brought the car back to service department for a second time on December 16th. After they stated nothing was wrong with the car. As they said their Tech stated no Check engine light was on by time the got to working on the vehicle. I picked the car back up from service on December 19th. Not even 24 hrs after the Check engine came back on. Being that I had My daughter that weekend I returned the car to the service department on December 20th. Not even 24 hrs later again the Check engine light came back on. I then returned the car to the ****************** for the final and last time. That was it; I was given a loaner from them each time they took the car into be serviced. January 2nd is when I went to ****************** and returned the loaner. After that I went to the **************** and spoke with GM Sales manager ******* **********. Who is very disrespectful. He stated that they are doing me a favor as to them buying the car back from the Chrysler Capital. Who I called on January 5th. They are who informed me that the car was paid off in full in January 3rd. And the title was sent the them on January 10. They are saying that they will not refund Me until they receive the title. I have tried to speak with higher management over ******* Quattalro. I called back January 21st, 23th & 24th. Which ******* informed me they still didnt receive the title and he can do nothing to look into this matter any further. I am going back to the dealership January 28th to follow up in regards to see if they received the title yet.

  Business Response

  Date: 02/11/2025

  Dealer is still awaiting the title from state of **. Once title is in dealer's possession, customer will receive a check from dealer. 

   

   

• Initial Complaint

  Date:01/08/2025

  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 purchased a new vehicle from them in October2023. In June of 2024 my car needed to be towed to the dealership because the abs module went and while it was there I told them about a noise the car was making. The tech said for the noise he couldnt replicate it but the engines are known to have gas problems and they pre detonate to put in 93. Even though their own manual says to put 87 gas and it doesnt do anything to put in higher gas. They had the car for 3 weeks in June. In October I made an appointment to bring it back because the noise got bad again and I had some issues with the front end another noise the car was making, the engine was burning oil fast and the abs module went again. It was brought in on November 14th. They told me I need a new engine for the car that it went bad from the pre detonation. Which they already knew was a problem and they sell people these cars knowing that this will be a problem. I filed a complaint with the company for a resolution for a buy back. They said they would work with me on a trade assist and work with me to get some money back. They continue to lie about the process, give me the run around and now I cant even reach no one. I havent heard anything from anyone in almost 3 weeks. They still even have the car at the service center.

  Business Response

  Date: 02/05/2025

  Vehicle repairs were completed on this vehicle under the manufacturer's warranty and the vehicle was returned to the owner since the filing of this case. Our sales team offered an option to assist the customer with trading out of the vehicle, which he declined.  

  Customer Answer

  Date: 02/06/2025

  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 attempted to try and squeez more money out of me to get out of the devalued vehicle. They played games the whole time and delayed me to make it seem like they were trying to help, only to try and make me pay more money for the next vehicle. 

   

  **** *******

  
  
  
  
   
  

• Initial Complaint

  Date:09/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had several conversations with representatives at Jeep and Stellantis since July and I am dissatisfied with the extremely delayed repair of my vehicle. I have a 39 month lease for a 2024 Jeep Grand Cherokee which started 1/2024. On 7/12/24 my car failed to start & was towed to the Westbury Jeep dealership in ** for service. The dealership told me that they needed to replace a part and that my car would be done promptly, which has not been the case. I am currently driving a 2023 *********** model loaner. In August, more than 6 weeks after I left my car, they informed me that the wrong replacement part for my car was ordered & that they are unable to provide me with a definitive date as to when my vehicle will be repaired and in operating condition. It is now almost 3 months since the car was left at the dealer.My lease payment is almost $700/mth. I have made payments for July through September 2024 for a 2024 Jeep Grand Cherokee while driving a 2023 *********** loaner that is not comparable to my leased vehicle. I have not had the pleasure of driving the vehicle based on the contract I signed.I have suffered direct and indirect damages. It is obvious that my leased vehicle has major mechanical issues. As such, I am requesting that Jeep provides me with a refund for the lease payments that I paid for July-Sept 2024 (as well as a refund for any upcoming months if the car is not repaired before such payments become due). Additionally, I am requesting that Jeep informs me of the date when my car will be repaired. Also, if my vehicle is fixed, Jeep should offer me an extended warranty for the remainder of the lease. If the vehicle is determined to be unfixable, I expect a new ************************************************************* additional down payment. As of today, 9/17/24, **** told me that there is a new problem with my vehicle. A new code has occurred after replacing the part & a technician is not available until 10/1.

  Business Response

  Date: 09/18/2024

  Weve been in communication with vehicle owner related to these concerns within the past day. Our team is still working with the manufacturer to repair his vehicle. He expressed his interest in getting out of this vehicle and into another and we explained that as soon as the vehicle is fixed we can advocate for this to be done on his behalf. The vehicle is currently awaiting the technical specialist from the manufacturers availability to come and assist with repairs beyond the dealers control. We will remain in contact with all updates. 

  Customer Answer

  Date: 09/19/2024

  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 

   

  The car is unsafe and defective. The car has been at the dealership for over 8 weeks. Additionally, on September 17, **** informed me that a there is a completely new technical problem with the car and another technician is required to fix the issue and that such technician is not available until October 1. It is reasonably apparent that there are extensive technical issues with the car. I have legitimate concerns about the safety of the car and believe I was leased a defective car. I am requesting a replacement vehicle.

   

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

• Initial Complaint

  Date:04/22/2024

  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.

  Hi, Good morning . This is ********************* daughter of *********************. My dad ********************* brand new bought a Dodge ram Laramie truck in the year 202 from Westbury jeep dodge ram ********************. It's been almost 4 years now, He drives the truck for his work , he's a Builder.He takes the truck for the maintenance work to Westbury service centre which is around ***** miles from my house just because they sold the truck to us. Ever since then and until now no problems have been discovered by the service advisors who inspect the truck after servicing , all they say is - it's a brand new truck and nothings wrong . Until 2-3 weeks back starting month of April when we discovered that after my dad came back home parked the truck , wanted to go back somewhere an hour after and nnsuddenly both the remotes stopped functioning. The truck wouldn't respond when pressed the button to unlock, He sat inside the truck pressed the start button and it won't start , it started giving all sort of weird noises and lights of engine brakes battery . My dad called the service centre in Westbury they said someone will come and have a look what's going on . The service guy appeared after a week after making numerous calls to them , he couldn't mange to tell us what has gone wrong with the truck so he towed the truck to Westbury service centre . After 2 days my dad called them and asked them the problem the service agent mentioned that " you guys have prolly left the rear view window open and the water seeped inside the lower part of the truck that damaged all the wires battery and engine". ( We had never touched the rear window of the truck ever since bought as we had no need to ) My dad told her the same thing . The next day my dad called them again and told asked them the cost to repair and they stated around $ 5000. my dad said its a lot of money when I bought the truck they asked me to buy bumper to bumper warranty that costed around $4500. The service agent said that's not good enough, the damages to the truck wirings engine and battery wont be covered by that insurance . My dad asked why you guys have never told us about that . "She said it's not a new problem , Its been few years ever since the wires getting wet and prolly prior to we bought the brand new truck .My dad said then what did not I was informed about it when the agents used to inspect the truck every visit of servicing . she said she's not sure about it .and lastly we left with no good answers from there side . they keep on insisting that the insurance wont cover it and the cost get the work done is $5000, she never asked about a loaner car because it been three weeks the truck is sitting in Westbury service centre and my dad has no car to go to work and he's taking my car and I am renting a car with my own money to go to work. I have been trying to talk to them about the loaner car , and they said I am on the emergency list but there is no car available right now to provide us , which is not correct . I call them every single day , the service agent is "*****" she told me yesterday she will call me right after arranging a loaner and to no surprise I haven't heard anything back from her . I called back last evening to check on her and she left for the day . WESTBURY JEEP DODGE RAM is not at all providing service and ripping the pockets of innocent people . They not even checking the vehicles properly when sell brand new or after servicing the vehicles . Until today I dont have no answers about how did the truck got damaged and why haven't they informed earlier and nothing about a loaner car which they should provide us from day one . Kindly be aware if you guys palnning to visits to buy a new vehicle from there or getting the service done for the vehicles .

  Business Response

  Date: 05/07/2024

  The rear glass leak is not currently covered by the manufacturer's warranty or the extended warranty referenced. The vehicle owner was instructed to initiate an automotive insurance claim, due to the water intrusion causing consequential damage to the vehicle. Through the processing of that claim, an insurance adjuster has inspected the vehicle and we are awaiting a completed estimate and approval for needed repairs. The vehicle owner has been removed from the emergency list and placed in a loaner vehicle.  

• Initial Complaint

  Date:12/28/2023

  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 leased us a lemon! Leased the jeep compass 23 on 11/1/23 and we had the car for 10 days! The car has been in the repair shop since 11/11/23! The transmission and power box had to be replaced. They told us to pick up the car today 12/27/23 and the car didnt even get us home. Died on the side of the parkway!!! The car is back at westbury jeep. We paid a down payment and 2 months lease! They are charging us $100 every 30 days for a crappy loaner car they gave **! All they are telling ** to do now is call corporate! Who will not and has not helped us!!! This car is not safe to drive!!!

  Business Response

  Date: 01/26/2024

  Management has been in contact with this vehicle owner and is currently requesting assistance from the manufacturer to help satisfy the customer in a trade out to another vehicle. The vehicle has been repaired otherwise and is available for pickup. 

   

• Initial Complaint

  Date:10/30/2023

  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.

  This complaint is for the **** ** Location. I had a oil leak earlier this year and it was diagnosed as the oil housing filter needing to be replaced by this service center. I had the job done by Westbury Jeep on March 20th, 2023. I went to go get something to eat after they were done and within hours after the service, most of the oil had leaked out onto the ground.I immediately took the vehicle back to them and they gave me a loaner vehicle overnight. They claimed it was a defective part and fixed it. Or so I thought.I relocated out of NY and had 2 oil changes at *****************. When I took it in on Tuesday, October 24th, they told me that I had an oil leak.I came back for an 8:30AM appointment today October 26th to diagnose the cause of the leak. They told me that the oil housing filter was leaking oil and that it was an AFTER MARKET part, NOT MOPAR, which voids the 2 year warranty.I was furious and called Westbury and they transferred me to *****. She claimed that the part was OEM, which it CLEARLY is NOT because there are 0 MOPAR markings, nor a serial number on the part. She offered to overnight a new part and to reimburse me for the out of pocket labor cost. She was communicating with my advisor who sent her pictures.He then came back and told me that suddenly they were playing hard ball with doing anything to fix the issue and they tried to claim that it had been 7 months and that I could have done something to the part, which makes ABSOLUTELY -0 sense. I am not a mechanic and WHY would I do that to a part to my own detriment?I asked Westbury to cover the cost of the part that was damaged due to the oil leaking from their AfterMarket Part which was $185. They refused and I WILL *** to get my money back plus interest. You are going to LOSE WAY MORE so I hope it was worth it. Your reputation for installing NON MOPAR PARTS has been EXPOSED, I'm reporting your service center to DMV, BBB and suing. *****, I told you you'd regret it! Refund of ***!

  Business Response

  Date: 12/19/2023

  First and foremost, we apologize for the inconvenience that this experience has caused you. Please note that it appears to have been miscommunication that led to much of the frustration and challenges faced through this interaction. The reason why our dealership would not reimburse you for the replacement of this item is due to the fact that we requested that the "defective" oil filter housing be returned to us for inspection first, but as per our representative, this request was denied. The reason why we would require that the part be returned to us first is as follows:

  All parts installed by our service team are backed by a 2 year replacement warranty through Mopar, which is valid across the nation. A defective seal or loose fitment/connection that leads to a leak would be a valid warrantable concern for this particular part, and covered by Mopar. Unfortunately, often times these parts are "damaged" by overtightening upon reinstall during oil and filter changes, leading to cracks or splits in the housing. This damage would not be covered by the Mopar warranty. 

  It is for this reason that we would request the part back to first verify that the current dealer (whom performed two oil and filter changes on this vehicle prior to the leak occurring) was not responsible for any damage to the housing, being that they were claiming it to be a non-covered aftermarket part (Mopar has changed suppliers of OFH's over the years due to supply shortages, leading to this confusion at times). There was never a question of you as a consumer damaging the part. Once this request had been denied, there was nothing further that we would offer. Had the "defective" oil filter housing been overnighted to us from the dealer and then confirmed defective by our team, we would have overnighted a replacement part to them in exchange at our expense, and refunded you for the labor etc.  

  All of that aside, we will be issuing a reimbursement to you in the requested amount of $185 for the additional part that was leaked onto in order to bring a resolution to this. Please reply to this case or message me by email at **************************************** with your updated mailing address for the check to be sent.

  Thank you.

• Initial Complaint

  Date:09/05/2023

  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 ordered a part on Aug 3rd from a site I thought was an official mopar business. I was charge approx 950 plus 180 shipping that very day. I heard nothing for 2 weeks, so I called the number that was assigned to my **************** transaction, that I already paid for. After 4 transfers, a man said he had 2. /3rds of my order and felt he would have the order in a few days and it would be sent the following week. I confirmed my email address with him in case I was just missing the updates because of a typo. Now 2 1/2 weeks later, no contact, no parts, no response to the call mplaints I made on their site. Nothing. I would not be all that upset if they actually understood customer service and kept me updated on the issue before I want to file a complaint, ***** money refunded if I cannot get the part by Wednesday September 6th, 2023. Yes, that is really soon, but I needed this part by then when I ordered a month ago.

  Business Response

  Date: 09/06/2023

  Hi *********,
  We are very sorry for the delay. The complete order has been shipped *** Tracking # ****************** and is on its way to you.

   

  Thank you for your patience,

  - **************

• Initial Complaint

  Date:07/17/2023

  Type:Product 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.

  ORDER #**********.....HAS NOT SHIPPED AFTER BEING IN WORKING STATUS FOR MORE THAN 5 DAYS. NO RESPONSE BY TELEPHONE OR EMAIL AFTER MULTIPLE ATTEMPTS. MONEY ALREADY TAKEN OFF CREDIT CARD. IF PART IS NOT AVAILABLE PLEASE PROVIDE REFUND ASAP.

  Business Response

  Date: 07/19/2023

  Hello,

  We are very sorry for the delay in shipping. This part is being shipped out today via *** tracking # ******************

  Thank you very much,

  - ************** 

  Customer Answer

  Date: 07/19/2023

  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:06/14/2023

  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 ordered a trailer hitch from them. It was supposed to be brand new. However, when the box arrived it had clearly been opened before. I took it to my mechanic and he said that he could not install it because it was missing the hardware. I contacted the company and they said they would call me back. That was over two weeks ago. Now, every time I call it goes straight to some random voicemail. I also have inquired through email many, many times and have had zero response. This company is a scam and will continue defrauding people. I just want to return the product that should have never been sent in the first place.

  Business Response

  Date: 06/15/2023

  We apologize for the delay in getting this resolved. On 6/14 we issued a return label so that the product can be rightfully returned and refunded upon receipt.

   

  Thank you,

  - **********************;