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:09/09/2024

  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 called weeks in advance to figure out details for the recall on my car. I asked: "Would they be able to drop my off, and how long the recall would take?" ***** said if I took it in at 7am, rides began at 8am. I went on 8/30/2024 around 7:30am ***** asked me about other services, I kept declining and finally responded I just needed the recall. He said if all went well it would be done before the day was over. I waited for my ride at 7:45am, there was 1 other person in the waiting area, so I assumed she was first to get the ride. sometime after 8am, I got up to use the restroom, he said, "I am working on your ride" Around 8:40 an older gentlemen asked if I was ready, I said yes and followed him out. I set up the *** and we were headed to my mom's house. We just left the parking lot and he said," I would have dropped you off sooner, but the guys had my go on a taco run for them." I got a text from ***** around noon saying ********** and ********* I called him, and he said my break line had broken and now I had to pay $475 to fix. I explained they needed to fix it because this happed on their watch, he responded "It would have happened to you anyways" I was upset and told him I needed to end the call. I called back and said to fix it and I said sure the price (because I left my car fully operable and needed it back in the same way) I texted for an update 4 hours later and did not get a response. I called ***** and said it had just been fixed but I needed to pick up 8/31/24I went in that morning and spoke with the manager. he said that I had to pay but a discount was given. he said excuses for ******* behavior and when i mentioned about the taco run he said "priorities" I said the river should not be doing taco runs at all. I had to pay over $300 and I would like some help in getting that money back. The whole situation seems like a scam to me, I declined their services and ended up having to pay for the issue that occurred on their watch.

  

  Business Response

  Date: 09/19/2024

  We have reached out to Ms. ******** and have resolved the issue with her.

• Initial Complaint

  Date:07/31/2024

  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 purchased a Jeep Gladiator 2023 Sport Edition from. JEEP CHRYSLER SUMMER 2024. I was in an accident in May 2024 when the Jeep tires slid on the road. Cause a collision with a stop sign. The part needed for repair to get my vehicle back is on backorder. I am paying my vehicle's monthly bill plus my full coverage insurance to avoid my perfect credit getting ruined. Just for insurance, I am paying almost $400 a month. I am going into 4 months now with no ETA. How is Jeep selling 2024 vehicles without thinking about giving their customers the parts they need? I WAS SOLD A LEMON CAR SINCE I DO NOT HAVE PARTS TO HAVE MY JEEP RUNNING AGAIN. DONT BUY A JEEP!!! Backorder means Jeep have not created the parts. I am waiting for the parts to be created.!!!

  

  Business Response

  Date: 08/14/2024

  ****************** did not bring her Jeep to us for repairs.  She took it to a body shop and they had a different Jeep store order her parts.  We were not involved in this transaction in any way.  ********************** complaint should be directed to the dealership where she took the vehicle for repair.

• Initial Complaint

  Date:07/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my 2021 jeep grande cheroke to get the ** serviced, it was blowing hot air they said they had to replace the evaporator. They said they also had to remove the dashboard to get to that part. well, my camera on my windshield that I had fell off and also when I got my vehicle back there was also a huge crack on the windshield. From the very bottom all the way to the top where the expection sticker if and also where the camera was. There was goop or glue they used to try to put the camera back on. I took it back to the dealership so they can see it and pay for the damages and they said they were not going to replace it or give me money to get it fixed the manager said no. His name is ***************/****

  

  Business Response

  Date: 08/08/2024

  ****************' camera holder was hanging when the tech pulled the vehicle into the shop.  It appears that the sun melted whatever adhesive was used to put the camera on her windshield and we did not remove or replace it.  When **************** took delivery of the vehicle after the repair she made no mention of a crack and then waited for a week before she brought it back claiming we had cracked it.  We did not crack the windshield and we did not remove or try to replace her camera holder and therefore do not owe **************** anything.

  Customer Answer

  Date: 08/09/2024

  Complaint: 22046023
  
  I am rejecting this response because:i have evidence the camera that was knocked off is not held by glue such as seen in photo i uploaded it . It is actually a adhesive sticker, which i had to purchase another camera by the way. And the crack had not shown yet because first of all it was not from being hit it was from pressure or some force putting the dash board back in place it started from the very bottom of the base of windshield and it had not shown yet since it started at the bottom of windshield called the "frit" which is the black enamel band, therefore i did not see it until the crack traveled up the dashboard where it was visible. I also work from home and do not use my vehicle, it had been parked for a week. Nothing hit my windshield and i stand by the dealership cracking it and need to pay for the damages. Thank you. 
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 08/14/2024

  ****************' camera holder is held on by adhesive which is basically glue.  We did not remove the camera holder, we did not knock off her camera holder, the hot sun melted the adhesive which held the camera holder to the windshield.  As for the windshield, the repair that involved pulling the dash down and moving it back in place would not cause a crack in the windshield.  Unfortunately, we will not be able to make this customer happy and we will not be doing anything more for ****************. 

• Initial Complaint

  Date:03/05/2024

  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 purchased a 2021 dodge challenger on 6/28/2021. My wife drove it home. When we received the car. Because it came from another dealership. We only got one key because we were told the driver forgot the other key. I made a fuss and in mid July of 2021 I took the car back to be rekeyed and have windows tinted because of the hassle. We had to leave the car over night. When my wife picked up the car she noticed the steering wheel inlay was black not grey. They told her it was always black. Since then strange things have happened. So a few days ago my wife signed up for Carfax.all the information was wrong. It also showed the car. Was registered in sept of 2023. That is not true it was registered in Oct 2023. This prompted more research. We found the vehicles Lienholder shows the car was purchased 07/21/2021. A new title was issued. It shows no accidents but on Dec 19 a lady backed into the car while parked. Insurance covered to have it fixed. When we run the Vin through the national data base it shows a super fixed up challenger on the dealshipe lot. Not the one I purchased. I believe ******, the driver, or the *************************, the salesman switched cars. In Feb 2023 my wife needed a new tire. There was no spare and the lock we had did not fit. The steering column has cloth and wires showing. When we went to get more tires we were told the vehicle is a 2019 act not 2021.regional acceptance states we havent paid since may of 2023 this is untrue. The ***** department of public safety states the we informed them we moved and had new title issued. Again we purchased the car June 28 th of 2021. But it shows the car was sold on July 21st of 2021.

  

  Business Response

  Date: 03/14/2024

  Lone Star Chrysler Dodge Jeep reached out to ****************** to discuss the various issues listed in the complaint.  All of the items listed are simply misinformation provided by third party websites.  Unfortunately, we cannot control the information these sites produce.  We did sell ****************** a 2021 Dodge Challenger on June 28, 2021, but the website that the customer viewed shows July 2021 as the purchase date.  We do not know where that site got its information, so we cannot address that issue.  Another site that the customer provided in their complaint had a picture of a Dodge Charger linked to the vehicle identification number of ********************** vehicle.  ********************* vehicle is not a Dodge Charger, it is a Dodge Challenger which further illustrates that the site they accessed had incorrect information.  All of the third party sites get their information from multiple sources, and they are not always accurate.  This appears to be the case in regard to ********************** vehicle.

• Initial Complaint

  Date:11/16/2023

  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.

  Summer of 2022: bought my car.October of 2023: Started reviewing my old paperwork and contracts and saw a in the paperwork that I did NOT sign. The Declaration Page for the warranty states the warranty is not valid unless I sign. Thus, the cost of the warranty should not have been added to my sales contract as a line item. The sales contract has an additional $4000 added as a line item for a warranty. Well, if the warranty is not valid without my signature, then how did they add it to the contract labeled SPECIFICALLY as the warranty?End of October 2023/Nov: I sent a certified letter to the dealership requesting a response. The ** of Operations responded saying I could cancel the warranty. I explained to him that there is no warranty to cancel because I was charged for it and never was given a warranty. I understand that these type of cases, the warranty IS provided, but it is forced upon the buyer, and they reluctantly sign for it. I never signed this document. I want to make this clear because the ** ended up ignoring me once I send the documentation they requested for proof of my case.I sent the Declaration Page, the Sales Contract and my VIN number. Once they obtained the documentation they did not respond. If they had an explanation, wouldn't they have responded and ensured me I was mistaken? Wouldn't they have provided me some type of assistance? Instead, they ignored me, when prior they were very responsive. This situation has been disheartening. I am an *********** military member who they intentionally took advantage of. They saw that I was unaware of a lot of the legalities and red flags to look for, and they preyed upon my car contract ignorance. I thought businesses took care of their military members, however I learned the hard way, this is not always the case. Thank you for your time.

  

  Business Response

  Date: 11/21/2023

  **************** did indeed sign the extended service contract declaration page as shown in the attached file.  If **************** does not want the coverage afforded her by the extended service contract we would be happy to cancel the coverage at her request.  

  Customer Answer

  Date: 11/21/2023

  Complaint: 20880954
  
  I am rejecting this response because I do not have a signed copy of this. How do I have an unsigned copy? I dont recall signing this. 
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 11/22/2023

  We have provided you with a signed copy of the form that you signed when you purchased the extended service contract.  If you no longer want the coverage, we will be happy to cancel it for you.

  Customer Answer

  Date: 11/29/2023

  Complaint: 20880954
  
  I am rejecting this response because PWI does not have a warranty with me as a customer. So again, how do I have a warranty that doesnt exist? 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:08/28/2023

  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.

  General manager likes to block your calls! Its been a month and a week and I still dont receive my vehicle back! They say theyll call me and dont call me back!

  

  Business Response

  Date: 04/10/2024

  I have spoken to **************, and this matter has been resolved. 

  Customer Answer

  Date: 04/10/2024

  Complaint: 20533518
  
  I am rejecting this response because: until this day, lone star ******* hasnt resolved my issue. They gave me back a vehicle without fixing one of the recalls which they knew about it.  They didnt tell me there was an open recall. I am driving a vehicle which my life is at risk because they havent solved it for me. I am scared for my own safety. 
  Regards,
  
  ***********************

  

  Business Response

  Date: 04/15/2024

  ************** brought her vehicle to us for several items.  At that time, there were also two recalls issued on her vehicle.  We were able to take care of the items she requested as well as one of the recalls.  However, the manufacturer did not have a fix for the second recall so we were unable to perform the necessary repairs for that particular recall. ********** has since provided us with the instructions to perform the second recall. We reached out to ************** to see if we could pick up her vehicle and get that recall completed, but ************** is being completely unreasonable and does not want us to complete the recall but instead wants us to replace her entire vehicle.  Although we strive to provide satisfactory service to all of our customers, we believe there is no way we will ever be able to make ************** happy.  

  Customer Answer

  Date: 04/15/2024

  Complaint: 20533518
  
  I am rejecting this response because:

  I took my vehicle back in July of 2023 before that I took my vehicle by the 2nd week of purchasing my Jeep Grand Cherokee due to some noises the truck was making and the center console was broken. After 5 days, ************** calls me to tell me that the truck does not have anything and they didn't have no center console part because they need it to order it. Although, ************ was already aware and they all knew the center console was broken yet, they didn't have the part for my vehicle when I took it to service. I take my vehicle again around June and I told the service manager ************ (which he no longer works there) that my vehicle has one recall, making noises, the bumper from the front is falling and the center console is broken. They didn't have a loaner for me and they sent me back with my father who had a recent operation on a broken vehicle that I'm paying almost ***** dollars a month. They put our lives' at risk because they knew everything that my vehicle had. In July I take my vehicle due to all of those things that that my vehicle had and it stayed there until mid August of 2023. The people from the dealership sends Mr. **** down to ****** which is a 2hr drive in a vehicle they know that is not in good condition to be driven on the road. These people put the life of their brand new service manager on risk to bring me my truck to ******. When he got here he gave me my truck and he said "any questions just give us a call back". By the next day I told them they didn't do anything to my vehicle and I wasn't aware of the 2nd recall until I found out through the **** APP. They still kept putting my life at risk. Until this day MY LIFE IS AT RISK BECAUSE THEY HAVEN'T FIXED EVERYTHING THEY WERE SUPPOSE TO FIX BACK IN JULY 2023. This VEHICEL HAS GOTTEN WORST THE 4WD IS ****** ON, YOU CAN STILL HEAR THE NOISES IT MAKES IN FRONT, THE CENTER CONSOLE IS STILL BROKEN, THE ***** GOES SIDE TO SIDE BECAUSE IT'S NOT EVEN ALIGN, tHE ***** OF MY VEHICLE ARE WASTING AND IT HAS THAT 2ND OPEN RECALL THAT I WASN'T EVEN AWARE. He say's he wants to keep all his CUSTOMER'S SATISFIED WELL JUST LOOK AT THE IMAGES ABOVE AND YOU TELL ME IF THEY ARE SATISFIED OR YOU MAY EMAIL ME AT ******************** WHERE i CAN SEND YOU THE PROVE.  

   

   

   

  

   

  Regards,
  
  ***********************

• Initial Complaint

  Date:07/14/2023

  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.

  Took my Jeep wrangler in June of 2022 For the oil cooler. And over heat Did no diagnosing slap the noil cooler on it. And sent me on my way, came back a week later for overheating. They installed the radiator. Came back because it was overheating. They installed a set of heads. Came back yet again. And now low and behold, the engine is knocking. So now it has a new motor from warranty. And it is still in and out of there because they crack the timing cover. And properly installed the valve covers and oil. Leaking everywhere and sent me on my way. And as of today. They say it's gonna take another week and a 1/2. To put a valve cover gasket on. July 14 2023

  

  Business Response

  Date: 07/25/2023

  We have completed the repairs on ****************' vehicle and did so at no charge to him.  Lone Star Chrysler Dodge Jeep values our customers and always try to ensure customer satisfaction with our service.

  Customer Answer

  Date: 07/25/2023

  Complaint: 20321966
  
  I am rejecting this response because:
  
  Regards,
  
  *******************

  Cause the last repaire done I point out the bolt missing on the engine were missing on the valve covers that they did not install but they lied to me and  said the valve cover is warp witch. cuase oil to leak on Exhaust causing a fire hazerd  they also they broke my timeing cover and tried to make me pay for it when they broke and all the Misdiagnose all the other repairs they and me not having a vehicle all year 

  

  Business Response

  Date: 08/04/2023

  We have completed the repairs we agreed to complete for **************.

• Initial Complaint

  Date:08/22/2022

  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.

  I bought an auto part called a tensioner, when the product failed a few day later, I'm told from management, they cannot return my money because I no longer have the box it came in.

  

  Business Response

  Date: 09/15/2022

  We contacted ********************** concerning the process for a failed part and we have resolved his issue.  We cannot refund his money for the part, we can only replace the failed part with a brand new part.  

  Customer Answer

  Date: 09/16/2022

  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.
  
  Regards,
  
  *********************************