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Business Profile

New Car Dealers

Southern Chrysler, Dodge, Jeep, Ram of Newport News
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Southern Chrysler, Dodge, Jeep, Ram of Newport News's headquarters and its corporate-owned locations. To view all corporate locations, see

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Southern Chrysler, Dodge, Jeep, Ram of Newport News has 5 locations, listed below.

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    Customer Complaints Summary

    • 6 total complaints in the last 3 years.
    • 3 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/16/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 went to Southern CDJR on 3/29/25. I had both my 2018 Jeep Wrangler and my 2021 Ford F150. I purchased a 2025 Ram 1500 by trading the Jeep towards the Ram and rolled negative equity into the loan. I outright sold the Ford to Southern for ******. I had them take ***** and put towards the Ram. I was due ****** for the remainder. I was told that they could not give me a check since it was Saturday night and it would get done Monday 3/31/25 but might take 7-10 days with the mail. Although I have never had to wait more than 24 hours for a check when selling a car in PA, I waited until 4/10/25 and called the dealership to ask for location of check. I was told that it had not even been sent. They were waiting on a title for something else. They were given clean title for Ford 3/29/25. I was asked to allow them to check on it. I called again 4/11/25 and was told that “Hank” the GM was approving it. I requested an overnight delivery. I did not receive any further information. I attempted multiples calls on 4/14 and 4/15/25 with no response. As of 4/16/25 @ 12 pm. I have not received my check. It has been 19 days and I am being ignored. I also have not received my license plate which they did tell me could take 30 days. I am requesting assistance to get what is rightfully due to me and should have been paid on 3/29/25. I have seen that they already sold my Jeep and have the Ford for sale

      Business Response

      Date: 04/18/2025

      We could not release the Fund until we clearly that the title for the second trade is cleared. the customer got her check mailed to their address, all been solved.

    • Initial Complaint

      Date:11/13/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 2025 Ram 1500 and traded in a 2024 Chevrolet Equinox on 10/12/24. Southern was to have paid my original loan of ********** off as part of the contract. As of today, 11/13/24 this loan hasn't been paid off and my original loan holder has charged an additional installment on 11/01/24 in the amount of *******

      Business Response

      Date: 11/13/2024

      I have not been the service manager at this location since april 2024

      i would like to be removed from this store's information

      Business Response

      Date: 02/05/2025

      At Southern Auto Group we are actively listen to and takes seriously any issues or problems that our customers may have. it happens some time when a Customer trade in a vehicle it takes between 15-30 days to pay off that vehicle, in the meantime banks sometimes collect the next Automatic Payment till they get the full payoff to their mailing address.

      We rectified and set right the remedy for the Customer and the Problem been solved. we apologize that sometimes there is a gap in time between expectations and reality of mailing the Payoff of vehicles, we try always to explain that it take more than 15 days for the banks to get the mailing payoff.

      Customer Answer

      Date: 02/05/2025


      Complaint: ********

      I am rejecting this response because: This business was non-responsive on my inquires and required multiple attempts at finding resolution. Only at my persistence was the matter resolved. At no time was the explanation provided  to the *** explained to me. The business repeatedly gave me excuses which weren't true regarding my trade payoff.

      Sincerely,

      ***** ******

    • Initial Complaint

      Date:11/22/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      A creaking sound on the passenger side of my vehicle gave me concerns so I brought it in to this Jeep dealership to solve the issue. They claimed to have fixed it after a week by cleaning rust from the linkages on the control arm, but then just hours before I was to pick it up they called and told me it was still creaking and the cause was a bent air suspension strut and they would have to order a replacement part. They had my vehicle from Oct 3rd until Nov 16th and in that time I had to request every update from my service advisor **** Ewell. He never once offered me an update unless I asked for it, and he always took several days to respond. He never once answered my phone calls, leaving me on hold when I was transferred to him and then sending me to voicemail after being on hold for 10-30 minutes. When he responded it was to kept telling me via text messages that they were waiting for this part. I requested a loaner vehicle from Keith Walsh in person the evening of Nov 6th and he promised to call me by Friday Nov 10th to put me in a loaner vehicle. He did not, so I called him and left a voicemail reminding him I was supposed to be given a loaner vehicle. I received no answer so I called again Monday morning Nov 13th at 9:30am. By 4pm I called again and told the service representative who answered that I was going to come to the dealership to get the loaner I was promised. When I arrived they put me in a loaner vehicle. Thursday Nov 16th **** ***** called saying my car was repaired and ready. When I arrived I said, “So you found the part!” And **** said, “Yes, ma’am,” and gave me my invoice. It said the strut was repaired, NOT replaced so I asked him if they had put in a new strut or not. He said, “No, the first mechanic was mistaken. It didn’t actually need to be replaced.” Just 2 days later the creak was back just as bad as before. They kept my vehicle for a month and a half for a part it didn’t need, didn’t communicate, and didn’t even fix the issue.

      Customer Answer

      Date: 11/22/2023

      I will be taking my Jeep back to this dealership either Monday Nov 27 or Tuesday Nov 28 when they have a loaner vehicle available. The creaking is just as bad as before and I am worried that the first mechanic was right and a part was damaged and needs replaced.

      Business Response

      Date: 01/25/2024

      Verified the customer did have vehicle in for service from 10/2/23 until 11/20/23 (see attached invoice).  the sway bar links were replaced and paid for by the customer's extended warranty silver rock.  Upon initial pick up the noise was still present, and the customer was provided a loaner car from 11/13-11/15.  During this time, it was found that the sway bar needed to be adjusted.  The technician performed this repair and verified correction.  To date the vehicle has not returned for additional concerns regarding the noise or other service needs.  Our recommendation would be for a scheduled appointment along with test driving with a technician to verify the noise prior to shop time.  Once diagnosed in the shop we can determine if related to the prior work, a continued concern from the extreme environmental impact noted on the repair order, or if an additional claim will be necessary with the warranty company.  Please advise customer to contact us at ************ *or scheduling or schedule online at ch*******************.  

    • Initial Complaint

      Date:10/04/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      These are the issues that we have had with the vehicle, they are the same set of issues as the last two (2) times dates of Repair: June 14th, 2023 – July 3rd, 2023 & September 22nd, 2023 – Ongoing: • Engine light on. • Vehicle is kicking and bucking. • High rev on RPM • Not shifting or getting stuck on or between gears. • Black smoke while accelerating while entering the freeway. Due to the lack of action from the service department at the dealership the following occurred on Friday, September 22nd, 2023. My Jeep was checked in at 8:19am with the above issues to be inspected and resolved. At 12:18pm the vehicle was released back to my husband with no mechanical repairs only an evap leak and smoke test. Engine light was reset and no longer on. Around 12:41pm while entering the freeway the Jeep released a large cloud of black smoke, kicked and then shut off dumping all the oil and coolant on the interstate. The Jeep was towed back to the dealership where we learned there was a catastrophic engine failure. First response received from the dealership was “we did not touch anything, that would cause this”. All other details are attached to this complaint

      Business Response

      Date: 01/25/2024

      Customer's initial visit was on 6/14/23 for a check engine light and vehicle running roughly.  The vehicle was diagnosed, and faults found ***** *** ***** for failure of the oil pump.  The part was replaced, the technician verified correction and road tested the vehicle.  The vehicle was released to the customer on 7/3/23.  The vehicle returned on 9/22/23 customer stated it was bucking when accelerating and the transmission temperature varied.  The technician noted a small leak code stored the code was cleared and the customer was advised if it returned additional diagnosis would be needed.  There was also a concern regarding a heavy sulfur smell from ac and the rear of the vehicle this concern was not duplicated. The vehicle was released on 9/22 at 1217pm.  The vehicle returned on 9/22 at **** via a tow truck, customer stated the engine backfired and black smoke was blowing and oil was being lost.  Technician diagnosis revealed large amounts of metal in the oil pan and on further diagnosis found piston one shattered blowing a hole in the engine bloc, piston two was also broken, and pistons 3 and 4 were hitting the sidewalls causing crack ins in the engine block.  Point of failure was noted as oil sludge.  The engine was replaced under manufacturer warranty at this time and the vehicle was released back to the customer the repair order shows as closing on 11/28/23 at 1014am.  There is another repair order that overlaps opened 10/31/23 and closed 12/13/23 for loud at idle it is noted that they could not duplicate this condition.  Repair order ****** with the engine would reflect the repairs done.  In regard to a rental reimbursement that would be handled directly by ********** FCA the customer care line is ***************  The amount of reimbursement for rentals is an agreement from the buyer's warranty with the manufacturer. The vehicle has not returned to the service center for any further concerns since the above stated repairs.  If concerns are persisting it would be recommended to return to either the servicing dealer or another Jeep dealer dependent on customer preference.  

    Southern Chrysler, Dodge, Jeep, Ram of Newport News is BBB Accredited.

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