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:02/07/2024

  Type:Product 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.

  Purchased a vehicle at Earnhardt Dodge with ************* and Service Warranted on 03-14-2022 had an accident in which *************** paid out the claim in a total lost.I spoke with Earnhardt ************* agent ********, in which 2 refunds were given to the consumer, one for 600 and 961. Both have not been received. all my communication has stated that refund is owed and all we get is a run around by Earnhardt.we received a refund of 406 from *** recently remaining balance owed 194.we also haven't received the refund should be the insurance deductible of 500.each email states the refund, as well as the communication. Total amount owed 1594.

  Business Response

  Date: 02/14/2024

  EGD has assisted the Garrisons regarding the cancellation of their GAP warranty in every way it can.  The warranty contract is not with EGD, nor does EGD administer the warranty or make coverage decisions.  EGD promptly processed the Garrisons request for a warranty cancellation, and promptly provided them the prorated $406 refund check upon its receipt from the warranty company.  Finally, although EGD has no actual knowledge of any $960 refund allegedly authorized by the warranty company, it is possible this amount was paid to the Garrisons lender, Chrysler Capital, as part of the claim the previously made.  The Garrisons must contact Chrysler Capital or the warranty company, ********** for that information.

  Customer Answer

  Date: 02/19/2024

  I, ***************************** have tried several times to contact Chrysler capitol,  and they have told me several times that the service  warranty refund has went to the lender. And they have put all the responsibility on the lender. The *** provider, easycare *** insurance can see that there were 2 checks issued, one for 600 and another for the 961. The 600 was the *** insurance and the other was supposed to be 961 for the service warranty. Also on the website of easycare *** coverage,  it clearly states on their website that *** will reimburse you for your deductible. I paid 500 upfront for the insurance to to start moving along, and I have not been reimbursed. And the 406 that I got from the *** should have been 600, and I got a check for 406, which wasn't even the full amount I was supposed to get. I paid 500 for the deductible, and got 406. And the check for this service warranty,  no one wants to pay it out. Lender or dealership.  Both parties are pointing to the other party, and it's been so long now. I would like to figure this out soon. 

  Thank you for your time and consideration. 

  **************************;

• Initial Complaint

  Date:02/03/2024

  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.

  Purchased my **** ram diesel in 11/23. Ive had several notifications about the health status of my vehicle and the dealership I purchased it from never returns my calls. I have left several messages spoke to several people who only take and relay messages and I get laughed at when I ask to speak to the ** apparently no one speaks to him my vehicle now does not run and no one has answers for me as to who and how this vehicle needs to get a dealership. This dealership has no understanding that as long as I am under warranty I am still their customer. It is their warranty and their responsibility to answer my questions and repair my vehicle. They made a lot of promises to me when I purchased the vehicle and they werent true. I at this point only want to speak to the general manager about his teams lack of professionalism and poor work ethics only focusing on the next sale.

  Business Response

  Date: 02/09/2024

  Representatives of EGDs service department have been in contact with ********************** and working to resolve his concerns since learning of them.  It is our understanding that ********************** has been pleased with EGDs efforts and that he was willing to drop the instant complaint.  We encourage ********************** to contact us if he has any further questions or concerns and we will do all we can to assist.

• Initial Complaint

  Date:01/18/2024

  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.

  brought the car to dealership after my auto shop diagnosed abnormal wear of the breaks. 8MM ON THE INTERIOR AND 2-3MM ON THE EXTERIOR. The dealership declaring that everything is normal and there is no issue they need to resolve or fix under warranty. **************** is even worst. suggested to take the car to a different dealership and pay yet AGAI $200 for their so call "diagnostic".Unreliable dealership, once they sell the car service is terrible. Will never buy a car there again.

  Business Response

  Date: 01/29/2024

  Earnhardt Gilbert Dodge is aware of Ms. ********* concerns. We have inspected and reported to ******************** that the actual measurements are not as reported by her aftermarket repair facility. Per the measurements provided by our *************** technician and factory field engineer, Ms. ********* pads are wearing as per factory design. The factory warranty on brake pads are 12 months or ****** miles and ******************** is outside of that criteria. We are unable to offer warranty repairs at this time. We offered replacement at the customers expense and she has declined. 

• Initial Complaint

  Date:12/11/2023

  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.

  This involves Earnhardt Dodge (Jeep), we had brought my Jeep for a scheduled appointment that had been made by another business, **************. To try to simplify the whole situation. We start from there. My wife and I dropped off our Jeep on 11/13. The service manager *************************** was the one that I was told to look for. I explained my situation with how I was having issues with **************. He did not once notify me of what was going on. I had to call him every time and would only answer just my questions with extremely vague answers, I was told by ************** that the Jeep would be serviced for a check engine light for an evap purge flow that Big 3 had tried to fix several times. Big 3 originally had OEM parts on and those were broken during installation. He never informed me of the list of oil leaks that were supposed to be fixed by Earnhardt per agreement. Jeep sat there for three and half weeks for an evap purge flow and was told the part was on permeant back order. I guess the day that our Jeep came to be picked up he did not call myself or my wife. **** called ************** and allowed them to pick up our Jeep WITHOUT MY PERMISSION. I hadn't even been called explaining any of the repairs. I had told **** multiple times that I did not trust ************** at all. This is very concerning that a company has more say over a Jeep than the customer that pays for the Jeep. This is deeply concerning. I had no clue where my Jeep was and freaked out. I regret now not filing a police report. **** doesn't even see an issue with this at all. Please explain the policy regarding giving the key to a vehicle when he had been told several times not to and I needed to be notified first regarding our VEHICLE. I'm extremely upset over this. This situation has caused a huge inconvenience to myself and my family. We only have one vehicle. I'm unable to drive because I'm a disabled combat veteran confined to a wheelchair. Purchased Jeep on 8/17 been a nightmare since!

  Business Response

  Date: 12/15/2023

  Earnhardt Chrysler Dodge Jeep RAM is aware of Mr. ****** concerns. Big 3 was the primary contact for this service order and set up the appointment to diagnose the check engine light and oil leak. All communication for financial approval was through ***** at Big 3.Big 3 authorized the repairs for the check engine light but declined the oil leak repair as they would complete that work themselves. ************** was communicated with on the direction of all the repairs. When the engine light repairs were complete, Big 3 needed to complete the oil leak repairs. The Jeep was released to Big 3 for the procedure. Earnhardt Chrysler Dodge Jeep RAM denies any wrongdoing in this matter.

• Initial Complaint

  Date:11/01/2023

  Type:Service or Repair 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.

  Damage was done to my 2018 Pacifica Hybrid while it was at Earnhardt from 29 SEP 23 until 25 OCT 23. It appears that another vehicle hit the front of my vehicle while at Earnhardt. Need Earnhardt to replace my headlights, hood, and front bumper at a minimum given the damage that was done while there.Reached out multiple times to Earnhardt to get this remedied. They continue to deny culpability despite it being obvious this falls within their garage keepers liability as it occurred while the vehicle was in their care. .Additionally, it appears that the mileage out on the vehicle documentation is clearly incorrect. ****** would be closer. This would put ~***** miles of driving on the vehicle as I have images of my odometer reading prior to my dropping off the vehicle with ****** and the service documentation shows ****** miles. ** it customary for the vehicles to be driven this far while in service? What happened on those drives?They claim that they have reviewed footage during these times and have not found anything...it is clear to me that they are not viewing anything. All it takes is a review of the front end video when I dropped the vehicle off and then again when I picked it up.

  Business Response

  Date: 11/07/2023

  The Service Director at Earnhardts CDJR spoke with ****************** and found in their investigation additional footage review that the damage did occur at the dealership between 7:30 am and the time he picked up. We have informed him that we are taking full responsibility. We have already begun the parts ordering for the damaged components. We will also provided courtesy transportation for the duration of the repairs. Customer is satisfied with the outcome.

  Customer Answer

  Date: 11/07/2023

  I have received this response, however I am not aware of any actual action that has taken place at this time.  Should this response come to fruition and these actions actually take place, I will accept and move to close this grievance.  I can not close this out prior to return of my vehicle in repaired, pre-damaged condition.  

  I do appreciate their response and the direction it appears to be going in, but will not believe it until the actions are complete.

  Thank you.
  

• Initial Complaint

  Date:10/02/2023

  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 purchased a brand new 2023 jeep grand ******** limited on 9/26/23 from this dealership. I called the following day to report issues with radio system malfunction, not turning on, blank black screen, and *** *** navigation popping onto screen anywhere from every 5 seconds to every 30 minutes, and radio showing "error" screen. ******************************* not turning calls and messages and telling me that there is no solution to my problem and that I need to live with it. I see forums online with people with similar issue with the navigation program being useless and constantly interrupting the screen. Hoping the dealership fixes the center console/ radio.

  Business Response

  Date: 10/16/2023

  EGD has addressed this issue with *****************  Specifically, EGD provided her a loaner while her repairs were being paid.  The repairs have been completed and this matter has been resolved.  

• Initial Complaint

  Date:09/21/2023

  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 purchased an extended warranty service contract that includes 20 free oil changes but failed to receive the actual contract on several failed attempts. Dealer only provided the advertisement that did include all information. The contract does not provide 20 free oil changes per a different dodge dealer but only pays 20% of the cost of an oil change.

  Business Response

  Date: 09/26/2023

  We reached out to the customer upon receiving the complaint and have resolved it to the customers satisfaction. 

• Initial Complaint

  Date:08/03/2023

  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 certified 2016 Jeep Grand Cherokee from your Jeep dealership in Gilbert. Shortly after I purchased I started smelling coolant. I took it in for an oil change to a mechanic in north phoenix. We were getting ready to go out of town to ***********. He pointed out the water pump was leaking and had been for some time. And it needed to be replaced immediately. I called the dealership and took it back to Gilbert. Which is no short distance. At that time they came back and said yes the water pump needed ti be replaced and the motor mounts were leaking very badly. The water pump was replaced under warranty and I spoke to a manager stating there shouldnt have been this issue with the motor mounts this soon after buying this certified vehicle. They ordered the motor mounts. A while later they came in I drove back out to have them replaced. About three months later I started smelling antifreeze again. They claimed it was a faulty water pump. So it was replaced. A month or two later we moved to ******** ****. In January i started smelling antifreeze again. I was like you have got to be kidding. I contacted a local Jeep dealer here in ******** called ****************. Took it in and yes its the water pump again. They replaced it. About 2 months later started smelling antifreeze again. I reached out to them and scheduled an appointment. I also contacted Jeep and opened a case. They reached out to the engineers who had no idea why this was happening so they told them to replace it. I also reached out to the ** of Earnhardt Jeep explaining what was happening and he said well thats the risk you bought when you bought used. I didnt buy used I bought certified which means this vehicle should of been well inspected and it should of also had the maintenance records looked at. But regardless that is very rude to say someone.3 months later which brings us to today Im smelling antifreeze again. I called to the dealership in hopes of trading it in but they are now only offering me $16,000 when owe $29,000 on a car that has had this many issues. Unfortunately they cant get me out of it. Im now having to bring it back to service for water pump number 5. This is absolutely ridiculous and they cant tell me that the dealership did a full inspection on this vehicle to begin with. Also other issues such as the passenger door lock did has never worked as well as the auto start feature. Earnhardt told me when I brought up the auto start oh it must be the battery for the auto start we will not replace it. I have made complaints with the dealership who said to contact them which I did and never received response. I also reached out to Earnhardt Corporate and spoke with someone who reached out to me and called the dealer in **** to verify what part number was being put into the vehicle. He did confirm its the same model that have previously put in. Then he stated he was sorry and that is all he could do. They have sold me a certified vehicle that is a lemon which goes against what there certified vehicle program states.

• Initial Complaint

  Date:05/05/2023

  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.

  I have a 2018 Jeep Wrangler that has been sitting 51 days in service ***** at Earnhardt's in Gilbert, AZ. The engine is sitting in pieces waiting for someone to do something? I have made calls, talked with service manager, service advisor in person, phone and texts. I have filed a claim with Chrysler in attempt to try and get this resolved calls and emails. I am now not getting return calls or emails from the claims department. I have requested reimbursement of car rental fees that I have incurred of $2264.00. Earnhardt refused to cover more than 7 days of rental, so above fees I have had to cover. All I get from anyone I talk to is that their hands are tied and they can't get warranty company to respond back to them in a timely manner. 51 DAYS AND COUNTING!!! How should this ever become the customers problem and cost me money when it's their business problem? I believe service ***** ignored the engine problem with my jeep that had been brought to their attention multiple times- allowed it to go over manufactures ****** warranty and now extended warranty does not want to cover it. No one wants to do the right thing and fix my car.

  Business Response

  Date: 05/12/2023

  This correspondence shall serve as Earnhardt Chrysler Jeep Dodge Rams (ECDJR) response to the above-reference complaint.  ECDJR can confirm Ms. ***** vehicle is currently down and waiting for authorization from her warranty company, MVP, for the necessary repairs.  ECDJR understands Ms. ***** frustration.  ECDJR has done all it reasonably can to assist ************ in getting the repairs authorized from her warranty company:  It has followed MVPs policies and protocols with requesting authorization, cooperated in a physical inspection and submitted follow-up information.  ECDJR has also followed up with MVP representatives multiple times in this matter, verbally and in writing.  ECDJR has also involved the *** in hopes of assisting in getting this matter resolved. However, MVP has not been responsive since 04/19 when it indicated,without further explanation, it intended to conduct yet another inspection.  ECDJR has and will continue to diligently follow-up with MVP and ************ and do what it can to assist her in getting her claim and the repairs to her vehicle resolved.

  Customer Answer

  Date: 05/12/2023

  I need more concrete proof that something is being done. We are working on it is the same thing Ive been hearing for almost 60 days now. 

• Initial Complaint

  Date:04/07/2023

  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.

  I purchased my 2017 ************* back in June 2022 with an extended warranty. In September of 2022 over the Labor Day weekend my Jeep overheated. I brought my Jeep into the Jeep dealership in *********** ** and was told they didn't have the part. I then took my Jeep back to the dealership where I purchased it to see if they could fix it. They weren't able to replace the thermostat and told me it was on back order and that they would call me to come back in once they had them in stock. I asked them if my Jeep was safe to drive without the thermostat and I was told in the cooler temps, yes. I've called to check on my thermostat several times and each time I'm told that they are still on back order and they do not have an ETA. There are 2 things that I am concerned about, 1. the temperature here in ** will be in the 90's next week, and will be over 100 soon. This is my daily driver and once those temps heat up I will have no way to cool my engine and it will overheat which will result in damage to my engine. 2. my tags are due in June and I wont pass emissions with the check engine light on. This is not acceptable. As it is, I feel that I was taken advantage of when I purchased my jeep, I traded a 2015 Dodge Challenger, 2012 **** F350 truck and a 2012 34' travel trailer for my 2017 jeep and was only given a fraction of what they were worth and I still owe around $10,000. The dealership definitely got the better deal. I just called Chrysler care and they opened up a case #******** and said I would hear from someone in 2 business days. I either need to have my vehicle fixed or they need to provide me with a loaner till they have the part or they can take my Jeep back and trade it for another one that is equivalent to mine. Chrysler care also informed me that my Jeep is still in the previous owner's name, even though the dealership did all the paperwork for me.

  Business Response

  Date: 04/20/2023

  Earnhardt Chrysler Jeep Dodge Ram (EGD) acknowledges ********* concern.  EGDs Service Director has reached out to ************ directly via phone and email to address the issue at hand.  EGD has since been able to resolve the issue by working with different vendors to obtain a Thermostat.  The thermostat will be available in the next 2-3 business days.  EGD is awaiting to hear from *********** to schedule a time that conveniently works for her to replace the Thermostat. 
  
  EGD denies any violations of law or any other wrongdoing in this matter, nor could ************ allege, that the dealership has violated any laws or regulations. 

  *********************/Authorized Representative of the dealership