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:06/19/2025

  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.

  To Whom It May Concern,On May 30, 2025, I purchased a 2020 ****** Altima from Earnhardt. As part of the transaction, I traded in my 2014 Chevrolet Impala, which I owned outright and had no liens on. Throughout the process, there were several instances of miscommunication and inconsistency regarding the steps and requirements involved in finalizing the deal. Notably, at no point during the sale or finance process was I informed that a recent paystub would be required for financing approval. However, my wife later received a call indicating that a paystub was needed. She contacted the supposed lienholder, *********, who confirmed this requirement. This was never disclosed to me directly. Due to a recent change in my employment situation, I decided to return the ******. When I returned to the dealership, I was informed that I could get my trade-in vehicle back. However, I was then threatened with police involvement under the claim that the Altima was "stolen" despite my intentions to return the vehicle in good faith. It was only later revealed that my 2014 Impala had already been sold at auction. The dealership then asked for time until Monday to retrieve the car back into their possession. On that Monday, I was contacted and told that the vehicle had been recovered, my down payment would be refunded, and the title would be mailed to me within 710 business days. However, two days later, I was contacted by another individual from the dealership who contradicted that information. I was told that the title was now under Earnhardt's name and not mine. This contradicts the agreement made at the time of vehicle return. In my view, this constitutes an unlawful retention of my property. I am currently not listed as the owner of the ******, despite having returned the ****** and being told my original vehicle would be returned with clear title. As of today, I have not received a clear resolution.

  Business Response

  Date: 06/25/2025

  Earnhardt Chrysler Dodge Jeep Ram ("ECDJR") appreciates being made aware of this concern. The approval through ********* was stipulated for proof of income, as stated on the approval sheet. In regards to the delay in reinstating the title, the dealership was under the impression that the vehicle required emissions testing prior to the title being reinstated. ***** called the customer to arrange this testing. However, upon receipt of this complaint,***** was able to expedite the reinstatement without emissions.  As of June 24, 2025, the title has been reinstated to ***** ******.

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a ************* Retiree who was deployed to *********** and Irac and now retired and a woman alone who has been devastated by a experience at a auto repair shop and desperately needing help. The emergency brake on my 2022 **** broke. I had it towed to ************* in Gilbert, AZ due to at the time I was working and it was the closest repair shop for my car. The repair person indicated that I needed to leave my car because he did not know what was wrong and it needed diagnostic. I was then offered a rental car and told that it would be included in the warranty final bill. I had the rental for 6 days. I got a call and was informed that I was charged $200.00 per hour for the repair @ 3.2 hours totaling $600.00. In addition, I was informed that I was required to pay the 6 days for the rental totaling another $200.00 because, the warranty had expired. It took the repair shop 3 days to verify if the warranty would cover the expenses. This is when I was informed that it had expired. I never signed any documents indicating that I would be responsible for monies owed for the rental if the warranty was unable to cover. I also don't understand why I was charged $200.00 per hour for auto repairs and I feel this is unreasonable. I am on a fixed income since retirement and had to decide if I was gonna pay my rent or the $1400.00 dollars to get my car out of the shop. Yes, the total amount for repairs is $1400.00 for a 3.2 hour repair. My transportation allowed me to drive for **** Eats which allowed me to pay for things like my cell phone bill etc. And, the repair shop wants $800.00 up front without releasing my car until fully paid off. I want a pay a amount that reflects the repairs. The admin department and or manager failed to provide financial options related to the amount of time that the claim for repairs to be more transparent. I need my car. I have no family or anyone to help me.

  Business Response

  Date: 06/09/2025

  Earnhardt Chrysler Dodge Jeep Ram ("ECDJR")appreciates being made aware of this concern. As a gesture of goodwill, and not an admission of wrongdoing, ECDJR has spoken with Ms. ****** and agreed to a reduced cost of $800, as requested.

• Initial Complaint

  Date:01/22/2025

  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.

  Earnhardt Auto Centers repeatedly delayed repairs on my Jeep Gladiator, initially brought in on November 14, 2024, for what was believed to be a minor repair. However, after assessing the vehicle, Earnhardt recommended a rear axle replacement and assured me the repairs would be completed within 30 days, aligning with my insurance rental coverage.Unfortunately, delays ensued due to poor communication and mismanagement. Earnhardts service representative had difficulty reaching the AllState adjuster and repeatedly asked me to intervene, causing further delays. After AllState finally responded, Earnhardt continued adding supplemental repairs and insisted on using new parts, extending the timeline.Throughout the process, communication was inadequate. The Service Department Manager, **** *****, dismissed my concerns, stating that his advisors "do nothing wrong" instead of addressing the real issues. When I asked how he was helping, he failed to provide a meaningful response. Additionally, the Service Director, **** ******, promised a detailed repair timeline on January 14, 2025, yet as of January 22, 2025, I have received no follow-up.After service was completed and the vehicle moved to the body shop, parts still needed to be ordereddespite the vehicle being in their possession for over a month and a half. This further demonstrated Earnhardts inefficiency and lack of planning.Ultimately, my vehicle was not returned until January 14, 2025, two months after drop-off, leading to substantial rental car costs that AllState refused to cover beyond the initial 30-day period.Given the unacceptable service, I request the following:A formal apology acknowledging the mishandling of my repair.Reimbursement for rental car expenses incurred due to Earnhardt's delays.A detailed report explaining the delay and miscommunication issues.I expect a prompt response and resolution to avoid major escalations, including legal action.

  Business Response

  Date: 01/28/2025

  Earnhardt CDJR appreciates being made aware of Mr. ***** concerns.  As discussed extensively with Mr. **** on the 23rd, the delays have been caused by the insurance company; however, Earnhardt CDJR is and remains committed to completing the repairs to his vehicle as soon as possible.

• Initial Complaint

  Date:10/05/2024

  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.

  Purchased 4 new tires from the dealership last year with warranties on each. Had to have one replaced a few months later, was not in stock so they put the spare on for temp use. They indicated they would put the new one back in rotation (see texts) as there was no sensor in the spare. Turns out they left the original spare from purchase in a rotation without my knowledge after the new tire came in. After driving on a spare for a year the wheel separated from the wheel well which could have caused a devastating accident and severe injury or death as the spare was in the front position which could have flipped the vehicle had it blown. They now have the tire for weeks as they claimed only one person could resolve this issue who I had to remind multiple times I was waiting for their call. They finally did and I missed it so called their direct line back and still no answer or returned call from my left message. They clearly show no care to resolve an issue they created.

  Business Response

  Date: 10/11/2024

  We
  appreciate being made aware of Ms. Wombell’s concerns.  We’ve since
  contacted her to let her know we’ll be taking care of her tire issue ASAP, and
  apologized for the delay.

• Initial Complaint

  Date:08/24/2024

  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.

  In March of 2021 we had to replace the entire motor in our 2012 Jeep Wrangler JKU. The Svc Mgr *************************** told us the new motor would be a truly NEW one and that the warranty was 3 years/100,000 miles. JUST after the 3 year ***** we noticed random oil drips under the Jeep. As these vehicles are wont to do that, we kept an eye on it. Approx 3-4 weeks ago we noticed that there was a great deal of oil dripping from the Jeep (steady running & dripping). We immediately stopped driving the Jeep and kept it garaged for a month until we could take it in. On Aug 12, 2024 the Svc ************** looked at it and told us that the oil was leaking THROUGH the metal of the engine. NOT through a crack or hole but through porous metal! The mechanic stated he has seen this before and we were also told then that the engine was NOT new but a rebuilt one! They told us that they, the dealership, would not warranty the issue but strongly urged us to call ******************** ************ who handles the Chrysler Warranty claims. ********** told us that according to them the warranty was only 2 years. We argued that we were promised a new engine and that the warranty was 3 years but regardless of that, the motor they supplied was defective from the very beginning and that the warranty point was moot. Both the dealership and Stellantis have refused to accept any responsibility for supplying us a defective used product. They told us a new motor would be $16,000 (double the price from before). We feel both organizations are operating in a very unethical manner and that they have defrauded us. We feel that they should operate honorably and replace our motor at no charge to us. Thank you

  Business Response

  Date: 09/06/2024

  CDJR sympathizes with Mr. ***** frustration given the proximity of the issues to the warranty expiration.However, as CDJR explained to him, the warranty was expired by 4 months, and,as a dealership, CDJR is bound by the warranty terms and has no authority to unilaterally make a coverage determination.  CDJR further attempted to assist ************ by suggesting he request coverage and/or goodwill assistance in this matter from ************************* however, they declined following their review.  As such, while CDJR regrets that ************ did not received his desired outcome, we are happy to assist him with any future needs within the scope of our capabilities.

• Initial Complaint

  Date:08/13/2024

  Type:Service or Repair 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.

  Its easy to understand why Earnhardt Chrysler, Jeep, Dodge, Ram has an F rating from the Better Business Bureau.Last time I checked, Earnhardt still employs humans in its service department. Sometimes, humans make mistake; theres miscommunications and distractions and sometimes things just slip through the cracks. Thats apparently what happened with some of the repairs to my Jeep Cherokee. Nothing sinister, just simple human error. That being said, I do not feel obligated to pay for Earnhardts mistakes. Power steering fluid was not flushed and a critical bolt on the drag link was left loosened. These errors of omission were subsequently discovered during another servicing by a very reputable organization whose BBB rating is A+.I have requested that Earnhardt reimburse me for their charges for services not performed (power steering flush, $134.75) and the need to re-align the wheels as a result of the loosened drag link shifting the alignment ($139.95). It should be noted that the total charges for services provided was $2653.35 Earnhardt service management has denied that any mistakes were made by its mechanics and further denies any responsibility for the observed discrepancies.I would like to believe that if the founder was still alive, hed call bull on their whole service organization. Earnhardt service management needs to re-think their business practices.Im hoping that working through the BBB will inspire some sense of responsibility on the part of Earnhardt. However, with an F rating, my expectations are certainly diminished, and that aint no bull!

  Business Response

  Date: 08/19/2024

  Earnhardt CDJR has issued Mr. **** a refund for the repairs and it is our understanding this has fully resolved the matter for him.

  Customer Answer

  Date: 08/22/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********
  
   
  

• Initial Complaint

  Date:07/27/2024

  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.

  Transaction took place on July 27th 2024. I called Earnhardt Chrysler Dodge Jeep Ram at *********************************************. I talked to the service manager ******************* because my truck was serviced at location on July 13th I told them I had a bad starter and needed it replaced the service team there said that the started was fine and it was just a loose cable to the battery. I was charged 200 dollars for them to tighten the cable. Then a week later My truck broke down at work, I couldn't get it started and had to get a ride at 12am from my wife she had to work at 5am. I had to take the next day off of work and lost out on $330 . I called **** the service manager and let him know what happened explained this should have been fixed cause I told them the starter was bad and he apologized, I said I would like you to cover the tow to your location to get it fixed and I will pay for the starter. He said he would take care of me and get it towed there which made me have peace of mind he would be covering it. When they were finished I went to pick it up and they said that there service department wasn't going to cover the tow and was going to charge me full price even though I told him what I expected and he said he would take care of it. He tricked, lead me to believe I would be paying for just the starter and said that I was to blame for the starter missing bolts which I have never touched the starter or had anyone else touch it they are the only department that has worked on my truck they refused to give me my truck till I paid the full amount that I wasn't anticipating paying. They accused me of tampering with it and he told me he would do nothing further. I was lied to and then belittled and and accused of things I didnt do. I trusted the company to rectify their mistake in misdiagnosing and leaving me with a bad part I told them needed replacing which cost me a days work $330 plus the cost of fixing their mistake and the tow.

  Business Response

  Date: 07/31/2024

  This matter has been resolved, and it is Earnhardt Chrysler Dodge Jeep Rams understanding that the customer has requested the removal of the complaint.

• Initial Complaint

  Date:06/28/2024

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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 6/25/2023Had my Jeep 2015 Renegade towed Earnhardt Chrysler Dodge Jeep Ram- 1521 E Drivers Way, Gilbert Az ***** as I wasunsure of issue, Earnhardt stated my Jeep had had two factory recalls. Received a text seeking approval for recommend services, received 2 text stating problem was the battery. Denied all recommended service via the text, only approved the battery. Show up to pick up my Jeep and they did all the recommended repairs and the battery. When said I did not approve the service manager ******************* said I did, they had print out of my approval, yet I clearly did not via the text app screen shots taken. Per the service Manger ******************* they can't release car without payment, regardless of fact I have screen shots of the text I approved and denied. Service manager ****************** he was helping the service adviser and sent it, and I approved. End result I was charged for work I did not need totaling $1,413.27. I had no option but to pay as I could not get my key back until paying for the unauthorized fees as well as what I truly owed.

  Business Response

  Date: 07/08/2024

  Our records show that the maintenance work was authorized through our digital app, and we strive to maintain transparency by tracking all authorizations with a digital footprint.This ensures that recommendations, pricing, and the timing of authorizations are clearly documented for both our customers and our team.
  While we understand you decided to decline the maintenance at a later point, the work was already completed by the time of your change of decision. Additionally, the pictures provided show that there was an already submitted owner care tab, along with the individual tasks clearly listed. This further confirms that the authorization was given,and we proceeded based on this information. This is why the authorization feature is in place, to help streamline the process and avoid any misunderstandings.

  Customer Answer

  Date: 07/08/2024

  I did not give auth for this service. I disagree with the this completely. The only verification I have is from the text the company sent. If they are implying I approved they are incorrect as I do not have access to their text system, only what was sent to me. They NEVER gave my approval to do any other work except replace the battery and charge me $200 for my Jeep to be checked. I never gave authorization for the additional work,NEVER! 

• Initial Complaint

  Date:05/17/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Ram 1500 from this dealership in Nov 2021. It has about ****** miles on it and is still under warranty. On 05/14/2024 I parked a a local ******* and when I came back out the battery was completely dead. Their auto service **** checked my battery with an analyzer and determined that it was completely dead and had to be replaced. As the dealership is ***************************************************************************************************************** traffic so I elected to have ******* replace it. As soon as I restarted the truck every warning light on the dash lit up. I called the dealership and they told me it probably just needed to have the system reset which was a simple matter and could be done quickly. She noted that the truck was still under warranty. I drove it to the dealership immediately and was told there was a $200 dollar diagnostic fee if its determined the problem isnt under warranty. I agreed as I knew the trucks warranty was still in effect. After they checked it out they told me that the new trucks and cars have to have the entire system completely recalibrated anytime the battery goes dead, is disconnected or replaced and that it would have to be done even if THEY replaced the battery. They stated that was a vehicle design issue. They claimed that had I not replaced the battery yet, the recalibration or diagnostic cost would be covered by the batterys warranty but since I had already replaced it I would have to pay the fee to get it recalibrated. Since the dealership stated that the problem lies with a design issue of the vehicle not the battery, the fees should be covered by the vehicles factory warranty and not dependent on the batterys warranty. They required that I pay the $200 fee.

• Initial Complaint

  Date:02/29/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 wrote a review in regards to this dealership that was glowing in regards to the sales staff, however the treatment I received at the service department is horrible and worthy of a complaint I brought my Jeep (purchased December 2021) brought the truck in Mid November 2023) in for a wobble while I was driving, turns out the tires that were on my jeep were for 4 wheeling, not city highway driving. I bought and paid for 4 new tires that were more appropriate for the area. I bought an extended warranty program from them, thinking I would get excellent service there. I asked if they could do the deep clean on the vehicle (part of the purchase), and they said yes.I also needed a blinker light fixed. I waited a week for everything to be done and the night before Thanksgiving (11/22/2023) I went to pick it up. When I went to get in the vehicle a huge straight up and down crack was there (picture attached) I asked ***** about it, as it wasn't there when I dropped it off. She said "We take pictures" Ok, so that still wasn't there when I dropped it off. She said it likely happened in the cleaning due to the super hot water, and it likely had a chip in the windshield (which by the way was just replaced and paid for 4 months earlier) No warning at the time that it could happen and if I still wished to have it cleaned. So free service to ensure you would have to buy another windshield. She informed me that she ordered the part, and it would be in after a few weeks. She called once to let me know it wasn't in. I asked about the windshield issue (again same response). At the end of December I wrote a review of the service that Earnhardt sent me to fill out. I did say I was upset about the situation. I got a threatening phone call from ***** that I needed to call her back right away due to my review. Since I was feeling threatened- I didn't call her back. The very next day my check engine light came on. I found it scary that they would put a check engine light on due to a review. I took it to an autozone and they informed me it was some buildup in the engine and I bought a product to clean it. To my surprise the light went off the very next day after I bought that product, which I never put in. Coincident? I had my husband reach out to her supervisor to try to get the issue resolved, and ********************* did call him back once, but he missed it. I called **** and he informed me again "they had pictures of the vehicle" he also said that the check engine light wasn't something they can just turn on (don't believe him- he is rude and a proven liar. I asked him to check the pictures and he informed me he would and it would be a week or so before he would have them. Now it is Mid February and he never called me or emailed me in regards to the picture. I knew there was nothing because the windshield was new. I reached out to *************************** and she was kind and wanted to solve the issue before I would write a review. That is when **** did email me the pic of the windshield. Nothing in that picture proved that I had any problems with the windshield (picture attached-yes the windshield is dirty, but no dings) He then said that they had the light fixture in, that there was also a recall on the vehicle (never received any notification of a recall) and they would fix it all only if I prepaid, insulting me. Again they could have warned me about the possibility of a windshield crack due to the scorching hot water that is used. ******** said that she could do nothing further, but would reach out to the *** Again nothing. I promised i would write a review about the horrific service I received- so here it is.They have no intention of honoring all their service guarantees.They like to send out a "how was your service" questionnaire" so that if its bad, they don't post it, but if it is good they can post it.