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:01/29/2025

  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.

  In September 2024, I had to take my 2019 Ram Truck Limited edition to Ken Ganley Chrysler Dodge Jeep Ram Bedford located at 310 Broadway Ave, Bedford, OH 44146 to get the air ride suspension fixed. I have been calling and calling for months to inquire about how long the repair would be and I never got an answer. It is now January 2025 and I STILL do not have my truck! Service tech Tim was the one I was in contact with and now he will not take my calls. I don’t know what else to do or who to report this poor service to! I would have never guessed such a well known dealership would treat a customer like this! To have my truck for FIVE months and it’s still not fixed is CRAZY!! Please help!

  Business Response

  Date: 01/30/2025

  Mr. *** brought his vehicle in on November 25th. He had come in to get the compressor and relay installed. We finished installation and found we were still having issues with the air ride. We did further diagnostic and found the fitting to the air compressor tank was leaking. Mr. *** said the insurance claim he had open would pay for it. Tim the advisor proceeded to get the run around from his insurance in regards to approval. The air tank he needed was on backorder at the time anyways. Eventually his insurance company declined the repair of the reservoir for his air ride. We finally located a dealer that would sell us the part and we got it around December 23rd. We installed it and  were able to fill the air bags for the suspension. We had issues performing the ride height calibration. We finally got it calibrated but are still getting a low air pressure code. We have looked over the system for any leaks with the lines or the bags and have not found anything at this point. We are still diagnosing what is going on which is what we have told Mr. ***. Our next step will be to open a STAR case with stellantis if we can not get any headway on it. We have multiple technicians involved with it. 

  Customer Answer

  Date: 01/31/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  This is a company that specifically specializes in Rams and they have no way of fixing the issue?! And if they can’t fix it why not find a company that can I stead of just saying we will contact you when we have a resolution and there has yet to be one. I only received a response after I filed this complaint. 
  
  Regards,
  
  ******* ***
  
  
  
  
   

  Business Response

  Date: 02/03/2025

  Unfortunately with us still diagnosing it it is hard to have any other update than we are working on it. We are still working to get it fixed for you. I will have your advisor Tim make sure that he updates you every few days moving forward. 

• Initial Complaint

  Date:10/17/2024

  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.

  On May 27, 2024 I went to this dealership to refinance my 2017 Jeep Patriot. The sales rep who helped me was Dominic ******. He advised me that day was his second day working there and I'm not sure if that's why certain things about the can agreement were not explained. Dominic did tell me my 2107 vehicle wasn't worth anything and said I could get a 2024 vehicle since my credit was good. I did put money down for the new vehicle. I leases a 2024 Jeep Compass. My vehicle was not added in the trade but I have a document saying it was traded in. Since my vehicle wasn't added in the trade because it would make my car note high it wasn't added. Dominic asked me and I did say no but I thought the car dealership would buy the 2017 vehicle not me getting stuck with two car notes. This was never explained to me that I would have two car notes and the car would go to the impound. ******** bank was contacted me about the car payments I owe. I called Dominic he said everything was taken care of and ******** bank should see it on there end. I called Dominic again on Friday October 11th to see what was going on and why I still owed the bank money. And he told me the car wasn't traded in and I still owned the 2017 vehicle. That's when he told me the vehicle was in the impound and he suggested I surrender the vehicle to the bank take the hit to my credit and pay them the difference. I told Dominic I didn't want to do that. I shouldn't be at fault here for this incident there clearly was miscommunication between the both of us and I don't have money to pay the difference. I called ******* Bank there still is $15, 245.85 left on the 2017 vehicle. I would of never agreed to this if it was explained that I would have two car notes. I did ask Dominic can I add the vehicle on as a trade he said he would have to do it separate and I should just surrender the vehicle. I would like to come up with a better solution to have the 2017 as a trade. I would take a higher car note in reason.

  Business Response

  Date: 11/05/2024

  Hello,

  After reviewing the information it looks as if Ms ******* was presented with options of trading the vehicle in with a higher payment, and decided to move forward with not trading her vehicle in at a lower payment. The salesperson did not mention any information on what to do with her trade as she stated she will take care of it. All the documents we have signed and on file show she did not trade the vehicle in. As she stated above, she was told she could trade the vehicle in at the higher payment but decided to keep both vehicles instead, we consider this issue resolved.

  Customer Answer

  Date: 11/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* *******
  
  I missed the email that was sent rom the car dealership. This is not resolved. The sales person did not tell me if I didn't add the vehicle as a trade that it would go to the impound and I would own two cars. I'm not sure why he would even suggest something like that and not fully explain the process. There needs to be some accountability on there part. When I told them I would take care of it I sent a complaint into Better Business Bureau. I had to back pay $415 for 3 months and $62 late fee. If your company can't help are there any other suggestions you can give me?
  
  
   

• Initial Complaint

  Date:10/07/2024

  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.

  September 28th 2024 I came in to Ken ganley to get an oil change on October 3rd I was backing up and I heard a popping noise when I looked up under my car I see that the belly had fallen down which is the shield that they remove to do the oil change and I couldn't drive the car because I didn't want any more of the piece that broke to break any further I had this problem once before in April I brought the vehicle back and they looked at it and they replaced 1 the bolt that was missing and tighten it back up I did not have any problem until I came back for this oil change the same thing but it was three bolts missing this time the technician that did the oil change did not tighten the bolts and that resulted for the belly of The shield to fall down and when I backed up it broke off the dealer did not want to replace the shield which if the technician had tighten the bolts this would never happen so me and the service manager had words and he told me not to come back to the dealership because I have too many issues and the issues that I'm having is is due to their technician error not doing their job so now I am forced to go to another dealership to pay for something that Ken ganley should responsible for fixing it because of a technician error not tighten the bolts of The shield

  Business Response

  Date: 10/08/2024

  When the vehicle came in early summer, we showed that the shield that dropped was the whole shield, which is not taken apart or dropped for an oil change. We then told the customer that we would secure it free of charge by replacing the clips that were now missing, more than likely from the shield making contact with something at some point. initially us resecuring the shield was fine after we were all under the vehicle. After a few minutes the customer came back and informed the express team not to touch her vehicle and was on the phone and said that we had to replace the shield for free or not to touch her vehicle. When the advisor and the service manager informed her that we would not be replacing the shield that there was nothing wrong with she said that we needed to pull her vehicle out. Fast forward to now, it's the same damaged shield that has been unsecured for months. We performed the oil change and a week and a few days later she came back with the same issue and when first Tim, then the service manager Jim explained to her that this was the same conversation we had months ago, and we were told not to replace clips she said that never happened. She then said that Tim talks to her like a child and that Jim is a liar. We informed her that in the past there have been repeated issues with the vehicle and that if that is way, she feels that she'd be better off taking the vehicle elsewhere. We did not damage her shield, and it has been like that for months. That whole shield is not removed for an oil service. 

  Customer Answer

  Date: 10/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* ******

  At both oil changes there was nothing wrong with the belly the belly is attached to the shield when I brought my vehicle in this time for oil change there was nothing wrong with anything until I left the dealership and about four or five days after I'm getting my oil changed this is what happened the belly came down I did not know I came down until I backed up and like I said I got on my car and I saw that the belly flap was hanging down I have proof that everything was in place and working properly before the oil change and the reason why they're saying The shield is because the belly is attached to the shield and that's where they drain the oil from there's nowhere on my invoice that there was anything wrong with the belly or The shield and when I came back in this time and explain to them what happened they took the belly off which was hanging and then I took it to another dealership to see if it was faulty and they said it wasn't it was just a belly that was missing and in order to fix it they had to replace the whole thing

  There is nothing on my invoice stating that there was an issue or there was a problem with the piece that they have to take off to drain the oil and if he would have said to me like he said that he was going to replace the clips he did not say that I called my extended warranty because the first time when that happened I wanted to replace it and he said he wasn't going to replace that piece that was dragging cuz nothing was wrong with it the only thing that was wrong with it the screw was missing but this happened after the oil change which is the screw they have to unscrew the belly with two drain the oil now if the screw was tightened nothing none of this would have happened and on the report he was stating that it happened road damage that's what he put on the invoice of course it's going to have road damage if it was hanging down now all that stuff he said in that report was not right I didn't say anything about Tim when I was talking to him and he was the one that was very rude that's why I got upset and also the tow truck driver lift my Jeep up and showed me that the screws was missing and also he can witness that the flap was hanging

  
  
  
  
  
   

  
  

  Business Response

  Date: 10/09/2024

  Extended warranty will not cover a shield. As was the discussion in April, the little cover for the drain plug and the bigger shield are two separate items, and we are not replacing the bigger shield that we didn't cause anything to happen to. If we didn't resecure a shield, it would have been dragging from minute one or at least day one. It would not take time and just be balancing in place while hitting bumps and normal driving movement. We aren't saying it is something the customer caused but it doesn't mean we did either. Especially with the road conditions in a state that sees all 4 seasons these kinds of things happen on a regular basis and we are not buying a shield for hundreds of dollars that we did not damage. 

  Customer Answer

  Date: 10/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* ******
  
  
  
  
   

• Initial Complaint

  Date:09/24/2024

  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.

  My 2023 Jeep Grand Cherokee 4xe has been with Service for 5 weeks due to an issue with the A/C flow from the front vents. For 4 of the weeks, Ganley has provided me with a Jeep Compass as a rental, free of charge. My issue with Ganley is that NO ONE from service will call me back or just give me a call to provide me with a general status update. IT HAS BEEN 5 WEEKS. Yesterday I went up there in-person to find out what’s going on and the service guy promised he’d call me today by end of day with an update, but unfortunately that never happened. I’m so disappointed in the service I received. I still don’t even know what’s going on with my Grand Cherokee which I’m still paying my $500+ monthly payment, $25/ mo for Wi-Fi , and a $30/mo car wash subscription and yet here I am driving around a Compass. This is ridiculous! I need my car fixed and if Ganley doesn’t know how to fix it, just say so already!!

  Business Response

  Date: 09/25/2024

  Customers service advisor had a personal issue unfortunately and had to leave the dealership. A new service employee has been assigned the vehicle and is now in contact with the customer. We do understand that the customer is not happy owning a Grand Cherokee and driving a Compass, but we only have a limited amount of loaner vehicles, and a loaner is never guaranteed at all. We are sorry it doesn't meet her standards and are doing everything in our power to get the vehicle repaired as per what the manufacturer is asking us to do and get the vehicle back to the client in a 100% working condition.

  Customer Answer

  Date: 10/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This response is garbage and Ganley knows it. Putting blame on the service advisor , Alex who left the dealership is wrong on so many levels and quite frankly I don’t care if he left.  Alex didn’t drop the ball, his manager did. It took a  complaint to the BBB to get someone to contact me, despite leaving messages for the service manager and even showing up in-person.    You’re 100% right that a Compass isn’t up to my standards, especially when I brought my JGC to Ganley  three times for the same issue with this latest stint lasting over 30 consecutive days.  My car is still not fixed and I will not be satisfied until it is. If I accept their response I might never hear from them again. 

  
  ****** *******
  
  
  
  
   

• Initial Complaint

  Date:09/03/2024

  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.

  New car purchase has been terrible experience. Still waiting for second key to arrive and within the first 1,000 miles it’s already in for service. Need to contact someone in charge to address situation.

  Business Response

  Date: 09/23/2024

  Hello,

  From our understanding your brand new vehicle did have a few mechanical issues that were immediately taken care of. We also made sure you did receive your 2nd key. We consider this issue resolved. 

  Thank you

• Initial Complaint

  Date:11/11/2023

  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.

  I brought my car n for a diagnostic but they only made me aware of one problem. They had my vehicle for 3months finally i was called my car was ready. when i went to go pick it up it would not start. When i finally got it started my key phob would not connect. that is when they informed me that my battery is dead and my censor is rusted. upon having it for that long why was my car not tested for any other problems that it may have had. so that was more money on top of that i was not informed my brakes are bad. and there is still a censor that needs to be replaced. I find out from NTB upon getting new tires. After receiving my car back from dodge in Bedford the malfunction light still comes on my heated seat on the driver side does not work. they do not offer you courtesy vehicles when keeping your car for a long time. they should be shut down and brought under review for new management.

  Business Response

  Date: 11/14/2023

  Ms. **** came to us with no appointment, and we informed her that we were backed up and it would be a couple weeks before we could look at it. Two weeks later, we diagnosed the reason the vehicle came to us. IBS and oil filter housing were both diagnosed. Battery at that point passed. Ms. **** was called with the two issues that were diagnosed based off the reasoning for the vehicle being towed to us. After that, Ms. **** informed us of her 3rd party warranty. We called in the issues and the warranty company requested several things from us. Over the next several days every time we called the warranty company back, they told us they were waiting for information from the client. After getting the required information they then went back and forth on the pricing and required part numbers. They then said that the additional for factory replacement would be on Ms. ****. We called and quoted that additional amount which she approved and then the vehicle was fixed. While all this was going on the vehicle was sitting and the vehicle needing the IBS the battery had failed. Replaced IBS, which was recommended the day we looked at the vehicle, and the battery which now tested bad. None of the other issues the customer is referencing, were stated or asked to be looked at back in August when we received the vehicle.
  
  
                                                                                                                                         Sincerely,
                                                                                                                                         Jim W****
                                                                                                                                         Service Director

• Initial Complaint

  Date:08/07/2023

  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 July 20th 2023 i dropped my car off because the check engine light was on. I recieved my car back on july 24th 2023 and was informed the problem was my spark plugs and they were not covered under warranty and i was charged 697.00 for the service which is overpriced. 2 days later i was driving and my check engine light comes back on. I take my car back to get services on Aug 07 2023. at that time i am told that i have a catalytic converter issue and a C02 sensor issue. When i asked the manager Brian King why the issues were not fixed the first time he informed me that when the car was on the diagnostic machine it sis not see any issue with C02 sensor and catalytic converter. I reached out to another mechanic i know and asked him if his diagnostic machine would be able to verify if i had a catalytic converter issue without changing my spark plugs he informed me, yes. It seems like this company is double dipping and taking advantage of customers and warranty services. They tell the customer its something that is not covered by warranty, to have you come back days later so they can replace he bad part under warranty and get paid twice for pretty much should have been one service. We would like a refund for the spark plug service we paid since they end up having to do a warranty replacement for the same exact issue they charged us for. They have no proof the spark plugs were bad, they never showed us any pictures of any bad parts. I bring this up because my spark plugs had just been replaced less then a year ago and i drive a lot because i work from home.

  Business Response

  Date: 08/08/2023

  We apologize that Ms. ******’s vehicle has come back for an unrelated repair. When the vehicle came in, in July, the code in the vehicle was a cylinder four misfire which was active. When the vehicle came back two weeks later there were no misfire codes but did have catalytic efficiency codes. We can provide you dated copies of the codes from then and now. There are no codes for oxygen sensors (o2 sensors) but a lot of the time when performing this repair, the converter starts to fail if it gets too hot and the oxygen sensors will not come out, or at least not in one piece. We do understand your frustration and feel bad that this happened but as we have all said on the phone, there was no way to know that in the future an unrelated issue was going to come up.  
  
  
  
                                                                                                                                  Sincerely.
  
                                                                                                                                  Jim W****
                                                                                                                                  Service Director

• Initial Complaint

  Date:05/10/2022

  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.

  On 3.30.22, I traded in my 2016 Mitsubishi Outlander. They gave me $1000 trade in, and I paid a $3000 down payment for a 2022 Jeep Cherokee. The monthly payments are $800. My salesman's name is Guy. I was not given the opportunity to test drive the car. I was told it was a good car. I said I don't want it, give me my car back. He said I would like it. I said I can't afford it. He said I could. I have called the dealership every day. Every day Guy has an excuse. I talked to the manager Beau, he said he would not let me return the car. I owed $8000 on the Mitsubishi, which was rolled over into the new loan. I want them to rewind the deal. I never wanted this car and never accepted this car.

  Business Response

  Date: 05/12/2022

  Kristie Angel, B.B.B.,
  Regarding the complaint of **** *****
  Complaint ID: ********
  
  
  On 3/29/2022, Ms. **** ***** purchased a 2019 Jeep Grand Cherokee Limited 4x4. She worked with the salesman Guy, and they test drove and selected this vehicle for purchase. One day later, she returned to the dealership and stated she wanted to return the vehicle for a new one.  
  
                  The dealership executed a cancel on this deal and put the vehicle back in inventory. In the process she selected, test drove and purchased a new 2022 Jeep Grand Cherokee Limited 4x4. 
  
                  She returned to the dealership 5/9/2022, 40 days later and stated she no longer wanted the vehicle and wanted to return it. The dealership offered her to trade out of the 2022 Grand Cherokee. She searched for a vehicle to trade it in towards, then ultimately decided that she just wanted to return the vehicle because she did not see anything she liked. She was advised that we could not return the vehicle.
  
  Please feel free to contact me with any questions or concerns.
  
  
                                                                                                                                                  Sincerely,
                                                                                                                                                  Paul C*********
                                                                                                                                                  Sales Manager