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:12/12/2024

  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.

  Leased a 2023 Wagoneer from this business. The vehicle immediately began to have shifting problems moving between 1st and 2nd gear. After numerous times in the shop, the shop speaking with the regional ********** representative, nothing has been done to remedy the situation. The business is now ignoring us after telling us they would help either get a transmission replacement or buy us out of the lease plus receive compensation for a year of the faulty car. None of this has happened and they will not respond to us or provide evidence that anything is being done. The lease is $1,217 per month.

  Business Response

  Date: 12/27/2024

  Hello,
  We were in constant contact with Jeep when the condition started. **** has told us that they are developing software for this concern. We have contacted every person up the chain including engineering to help us help this customer get the concern rectified. We just recently sent over all the records again on this condition on 12/20/24. Jeep advised me that they will be looking into the situation. We will continue to stay in contact with Jeep for a resolution. 

  Customer Answer

  Date: 12/27/2024

  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: 

  I would like Browns to take responsibility for selling a product that is malfunctioning, just as any other type of business would be required to do if their product was broken/expired/defective/recalled etc. They should be offering to buy us out of the lease and returning our fees from the initial purchase. There is seemingly no repercussions for this business selling faulty vehicles and consumers should be made aware of this before shopping at Browns. 

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

  
  
  
  
   
  

• 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.

  OPERATIONAL ISSUES OF THE VEHICLE WERE NOT DISCLOSED PRIOR TO PURCHASE

  Business Response

  Date: 01/15/2024

  Customer ************************* purchased a used car.  She purchased a 2018 Jeep wrangler on 8/27/23.  The purchase included a 3-month **** mile warranty.  This expired on 11/27/23.  At time of purchase, she had the option to purchase an extended warranty with she declined.  On 12/27/23 *************** sent an email to the sales representative and said the vehicle will not start and has been sitting in her driveway since 12/18/23 unable to start. On 12/29/23 sales manager attempted contact with ****************  Called and left a message with callback information.  *************** returned managers call on 1/3/24.  Explained the vehicle will have to be towed into our service department to check out what is wrong with it. Manager contacted service advisor who called *************** to make arrangements for the vehicle to be towed in for repairs.  To date now 1/15/24 *************** still has not made arrangements to have the vehicle towed to the dealership.  

  Customer Answer

  Date: 01/16/2024

  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:

   

   EXTENDED WARRANTY FOR A FIVE YEAR OLD VEHICLE WITH ****** LOGGED MILES, PURCHASED ON 8.29.2023 AND DISABLED ON 12.18.2023 IS AN ABSURD REQUEST, AND INDICATES A LOW PRODUCT QUALITY FOR A BRAND I HAVE REPEATEDLY PURCHASED SINCE ****; TO REQUEST A PATRON TO PAY FOR A VEHICLE TO BE TOWED TO A DEALERSHIP WITH THE PREVIOUSLY MENTIONED DATA IS AGAIN ABSURD. THE ************* SIGNAL IN THE TACHOMETER AREA INDICATES A PREVIOUS MECHANICAL ISSUE, WHICH WAS OBVIOUSLY NOT REPAIRED BY CHRYSLER/JEEP/DODGE/RAM OF *********, ******** BEFORE REPEAT SALE TO THE NEXT CONSUMER; A YELLOW DOT IN THE TACHOMETER AREA IS THE FIRST ALERT OF A MECHANICAL ISSUE, THE RED DOT BRINGS THE ISSUE TO A VEHICLE DISABLING CATEGORY.  COMPLAINT ******** HAS NOT BEEN RESOLVED. 

   

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

• Initial Complaint

  Date:05/10/2023

  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 bought my truck in the beginning of 2022. In the beginning of February 2023 I started smelling a very musty, mildew smell. Right away I knew there was a leak somewhere. I went to Browns on February 16th as the smell continued to get worse. I explained to them I have a lot of health issues going on, I just had a heart attack on Christmas and now having breathing issues, and do not want to be in that vehicle any longer. They explained to me that they have no appointments available until April 7th. I had to leave with my truck and wait. By March I couldnt take the smell any longer and contacted the salesman directly who said he would talk to the service department. They were able to get the truck in on March 24th. I dropped it off at 7am, by 2pm they called and said the truck was done. I let them know I did not want that vehicle back because of the mold. They had the truck for 6 weeks, all the while knowing I wanted a different vehicle. I even told them I want something older and less expensive. They sent me three different vehicle options, all of which were $10,000 more expensive than my truck. I tried calling and speaking to the manager and left several messages with no return call. After waiting six weeks and not hearing back from the manager, I reluctantly picked up my truck after they assured me they had cleaned out all the mold and did a deep cleaning on the entire inside of the vehicle. The day I picked up the truck my wife and I both smelled a faint mold smell. We waited until the next day to see if it was still there and it was so we contacted tue salesman again and let him know and we never got a response. We also emailed the service manager and let him know it still smelled of mold and asked him to have to manager of the dealership call ** and have not heard a word. This was April 25th, we have not heard anything back from that at all. The mold smell is getting worse just like it did before taking it there. My health issues include lung disease.

  Business Response

  Date: 05/11/2023

  On March 24th the truck was dropped off for a water leak inside of the truck along with an open recall. The truck was dropped off on a non appointment basis due to the shop load and was advised we will work it into the shop as quick as possible. Customer was given a loaner car the same day. The customer was informed that the recall was done the same day and the water leak needed to be diagnosed. After diagnosing the water leak, a repair was made. The truck was retested a week later a second time and was determined more repairs are needed. We removed the entire interior of the truck repaired the second leak. After letting the sealer dry the truck was tested again a few days later. We inspected for mold - none present other than a mildew smell. We then proceeded to clean all the sheet metal with hospital grade disinfectant. We purchased a professional cleaning machine and shampooed the headliner, door panels, seats, carpets, and every single panel inside the cabin. Installed new all-weather mats. The heating and a/c system was also disinfected. We then continued to purify the inside the truck with a ionizer to make sure no odors are harmful airborne particles were present. The cabin filters have been also changed twice. After the truck was assembled another motor vac car system cleaner was performed. The truck had no odor after completed. The truck was full of mud and extremely dirty on the inside as appears to be a work truck for landscaping. The truck left our dealer like new.  

  The General sales manager and salesman worked extremely hard together to get the client into a different truck which is not the dealer's obligation, nor can a dealer buy a car back without the manufacturer's involved. The client needs to make an agreement with the manufacturer for a total buyout. Our dealer offered option to make it easier for the client. The client chose the most expensive truck on the property. The deal was, no out of pocket expense for a new truck $100 more per month. Yes, the truck they chose was ****** more and newer than his current vehicle.  It would have been less but chose the most expensive truck. The current vehicle also had a large amount of money rolled into the payment which would have been absorbed if he chose one of the options we offered. The client can start a claim with *** @************ if they want to pursue getting out of the truck. Our dealership did the best we could for the client with no success and now needs to be escalated with the manufacturer for a buy back by the client. 

   

  Customer Answer

  Date: 05/12/2023

  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:

  [Your Answer Here]

   They did not clean the truck as they stated, the mildew smell is now getting worse as it did before we brought it there. When they called on March 24th they did NOT specify what they did or didnt do, they said the truck is done. It wasnt until I called them back and got irate and told them I didnt want that vehicle back as it has mold in it and I have medical issues and cannot be in a vehicle with mold/mildew. I was only given 3 vehicles to chose from when they gave me options, all three vehicles were $10,000 or more higher than my vehicle. I have all the text messages between myself and the salesman. I never chose any of the three vehicles they sent me as I told him I wanted something older and cheaper. The day after I picked my truck up I text the salesman and emailed the service manager that the smell was still present and got no response from anyone. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:04/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 15, 2021 Browns dealership made repairs to my vehicle which was covered under warranty. The repair that was completed was an axel repair. Upon receiving my vehicle from the dealership, it given back with a blinking check engine light at my pick up date. After notifying the dealership about this, the car was brought back 3 different times with zero diagnosis or solution. This vehicle had no prior engine issues before drop off for ******** repair. After several failed attempts to figure out this issue with the vehicle, we were denied any more appointments and work being completed because of speculation of voided warranty, they provided no evidence on this matter. I brought my vehicle to certified mechanic that found the car O2 harness was wired incorrectly due to the exhaust being dropped at the original date of repair of the axels. This resulted in the vehicle running lean for years, causing engine damage, misfires and abnormal fuel and air intake. We have documentation of the employee who worked on the car at Browns dealership stating this. In addition, Browns dealership failed to complete an alignment after ******** repair which resulted in abnormal wear and tear on the vehicles tires. This was a safety issue after noticing metal chards were sticking out of the tires. Browns dealership failed to complete the safety point inspection at any service appointment with my vehicle. This resulted in out of pocket expenses for tires, diagnostic testing, vehicle repair, and labor. Browns dealership declined any responsibility and were unwilling to work with me to obtain a solution.

  Business Response

  Date: 04/18/2023

  We provided all of the repair orders to this person since it was in over 2 years ago for service. I have looked into the concern many times about the O2 sensors including speaking to the non - owner of the vehicle who was handling the repair in our service department on 3/8/2022 almost a year later. After reviewing all of the work orders, we do not see any wiring repairs for the O2 sensors for the check engine light concern or any repairs made at all.  Its noted on the repair order ****** that the exhaust system has been modified including and not limited to the suspension and exhaust system, noting the car should be brought back to the party that modified the exhaust and suspension that is not factory, nor supported by the manufacturer. The O2 sensors appear they have been compromised at the time of modification. The prior repair order shows an exhaust leak at the clamp and was replaced also, AT NO CHARGE. We also noted the header collector was damaged from impact on header at the time of repair, likely from the lowered suspension. Browns did not charge for looking at the check engine light, nor was there any repairs made to the O2 sensors or wiring which would warrant a refund. The repairs made prior are unrelated to a check engine light and the half shafts that have been replaced are in the rear of the car which has nothing to do with the right front tire. There is no alignment necessary when performing a rear half shaft repair according to the manufacturer and is not printed in the service manual to perform an alignment when replacing a half shaft. We also noted that the car is lowered and cannot be driven on the alignment rack due to the lowering of the suspension. We also would not have the specifications for a suspension that was altered from the manufacturer and would have to go to a specialty shop that performs that kind of work. The full exhaust DOES NOT require removal and only at the rear for the half shaft repair. The O2 sensors are located in the extreme front of the vehicles exhaust system. There was no repair on a O2 wiring harness by our dealership. We have done our due diligence looking into this concern many times over. The car is no longer allowed at the dealership because of confrontation taking place in the dealership. Browns is an independent franchise and not in any way obligated to work on every vehicle that comes to us. Tires are one of many wear and tear items which the owner must take responsibility and ownership of the vehicle especially, after modifying the suspension system from which the manufacturer does not recommend.  The manufacturer has the right to void all warranty if the vehicle is modified.  

• Initial Complaint

  Date:04/18/2023

  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 have had had issues with my car since two months after i leased it and its been back and forth in for service car shuts off while in drive and check engine light is constantly on. it was serviced for about 5-6 months many times i was waiting for an appointment with a loaner and my car was not able to be driven. now they refuse to take back this car . i dont want any money for it but its not fair im responsible for payments for a car that is not safe. the dealer has been very unprofessional the manager of alfa romeo told me he thinks i had a bad taste in my mouth. this car is a lemon and there doing absolutely nothing about it

  Business Response

  Date: 04/18/2023

  The customer has had some warranty repairs that have been addressed over the last 2 years leasing the car which now has ****** miles on it. The customer had zero out of pocket expense for any repair since the car was leased. We have always supplied a loaner car when it was in for service. The customer has options with manufacturer if they are unhappy with the vehicle. The manufacturer will contact us (the dealer) on the decision, and will help in any way we can. It is not up to the dealership to make the decision on behalf of the manufacture with other parties involved in the lease agreement. We suggest that the customer contact the manufacturer for assistance so that we can help our mutual customer.  

• Initial Complaint

  Date:11/15/2022

  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 have purchased 3 prior vehicles from this dealership. Two years ago while inventory levels were scarce I purchased my 5th Dodge vehicle from a NJ dealership while doing a tri-state search for one similar to what I bought.My truck has a antilock brake issue that cant be resolved by a local repair shop. I called to make an appointment with the service department and was told by ***** and then *** the Service Manager than because I didnt buy the vehicle there it couldnt be serviced. The Dodge brand promoted world class service experience at their network of locations. No where in any advertising, or consumer notification is the customer notified that our vehicles wont be serviced unless its bought and serviced from the same location. This is an egregious and inaccurate representation of the post purchase assurance. As a potential buyer of Dodge products youre made to believe that you can have confidence and trust that your vehicle will be taken care of, regardless of where you may have bought it from or perhaps moved away from.I fully expected to be treated fairly and without prejudice to where I purchased the vehicle, Dealerships have an obligation to provide open access for serving a brand that is presented as part of a broader family type treatment when they buy a product. I fully expect to pay the service fees I need to but Browns is withholding my access to repair expertise not fairly accessible to me.

  Customer Answer

  Date: 12/11/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Brown's Chrysler Dodge Jeep Ram regarding complaint ID ********.
  
  Sincerely,
  
  *********************
  

  Business Response

  Date: 12/12/2022

  Hello,

  Due to the high demand of vehicles needing service, our service department is completely over capacity. Our facility can only accommodate a fixed number of customers on a daily basis. Unfortunately, we cannot expand the builing to add technicians.

  For this reason, we are not accepting vehicles that have not been purchased at our dealership. Customers may seek to bring their vehicles to an independent repair shop or return to their selling Dealership. We will revisit our policy as a private business and franshise in the near future. 

   

  Customer Answer

  Date: 12/12/2022

  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:

  [Your Answer Here]

   This self serving explanation fails to accurately explain why they receive all the benefits from a world wide brand recognition and reputation but feel its ok to accept whatever they want to. 
  there are relocating customers, their families who couldnt be accommodated during Covid because of short supply and military families who purchase while theyre deployed in one area and then transferred. Im a senior who has already attempted to resolve this through two local repair shops as Ive stated in my complaint. The special diagnostic test that only dealers have restricted the repair, my vehicle is not at risk of greater risk because of the failure to accommodate seniors, military personnel and customers who could not be offered like type vehicles during the pandemic. Im fully prepared to escalate this to a class action based on my attached context. 
  Ive also obtained video of employees who are idle with empty shop bays over the last 30 days.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:10/21/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/19/2022 I went for an oil change service on my Jeep, I was approached by ********************* with details of an oil leak that was found and quoted that the repair would cost me $500 dollars. I asked for a senior discount because I am 80 years old and live on a fixed income and was offered 10% off. I agreed to the repair. Upon pickup, which was delayed until the next day by the dealership, after promising the work would only take a few hours, I was shocked to learn that the bill had increased to $2,195 dollars and many undiscussed and unauthorized services had been done to my vehicle without my approval or knowledge, several of which were unnecessary as they had already recently been performed elsewhere. I attempted to dispute the extra charges but was forced to pay the bill as I needed my vehicle returned to my possession for important doctors appointments. When I went the next day with my daughter to attempt once again to dispute these extra charges with the service rep ********************** we were blatantly lied to with claims that he had gone thru every item on the list of charges with me and had gotten my authorization. When we asked to speak to a supervisor we were told he was unavailable.I will be disputing these charges with the credit card company and have records to prove many of these repairs were recently performed and not needed. Shame on this dealership for trying to take advantage of an elderly woman with such grossly unethical and fraudulent business practices. The public should be warned to get quotes of work they authorize in writing so as not to be victimized in this way.

  Business Response

  Date: 10/21/2022

  ******* is concerned and sorry to hear that one of our customers left the dealership unhappy. We take this very seriously and strive to make sure our customers are satisfied with the service provided. ******* will look into the repairs and charges so that we can resolve the concern with our valued customer. Thank you for notifying us of the situation and will look into this asap. 

  Customer Answer

  Date: 10/21/2022

  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:

   

  I was contacted by the business and they did nothing to resolve this issue, although they said nice words in response, it is all a show, as were their claims on a review forum that they identified an error and that the issue had been corrected. This is a very serious breach of duty to the public and if they do not correct it immediately, allowing the fraudulent pending charges to drop from my credit card, my family will assist me in contacting the ************************ the local ************************** the ************** of the ****************************** and looking into filing a complaint against the business license of their repair shop.  

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 11/07/2022

  This issue was resolved except for the fact that the customer said they promised to take down all the negative reviews they posted all over social media after the matter was settled. The consumer asked for a refund and it was granted and the monies placed back on the credit card. Browns contacted the customer looked into the concern and responded as promised and followed through with what the customer was asking for.  The customer has not taken down the social media post nor acknowledge the situation was corrected in a timely *************** their demands. Tell us why here...

  Customer Answer

  Date: 11/18/2022

  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.
  
  A refund has been issued to me from the above named business resolving my complaint.
  Thank you to the BBB for assisting in resolving this matter.

  ***** ****** 
  
   
  

  
  

  Customer Answer

  Date: 11/18/2022

  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.
  
  A refund has been issued to me from the above named business resolving my complaint.
  Thank you to the BBB for assisting in resolving this matter.

  ***** ******