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:03/07/2023

  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.

  In the year of 2020, I made a contract to acquire a truck with the Dealer ***************** and that same year I began to have a problem with the stereo of the truck that froze and stay the lights of the board are lit and which causes the battery Draining More than 8 reparations have been made and the problem is temporarily fixed The good thing that when I did the contract, I buy a guarantee to cover any replacement and that is what is helping me with the problem of the stereo My concern is that the guarantee will soon expire and I will not be able to be making payments and repairs payments

  

  Business Response

  Date: 03/08/2023

  We are sorry to hear to about the issues with your radio and we understand your frustration. We are happy to hear that you purchased an extended warranty, as it has helped you through this process. The great thing about your extended warranty is that it covers these issues until May **** or 120k miles, whichever comes first. Your radio is under another warranty that is covered until 7/7/2023 with no mile restrictions. After the warranty is up, we would be more than happy to have a sales consultant contact you to assist you with trading the vehicle in, if that is the route you would like to take.We hope this information helps!

  Customer Answer

  Date: 03/08/2023

  
  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:02/17/2023

  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 pre-owned 2021 Yukon Denali with ****** miles on 2/4/23, the vehicle is immaculate inside and out, has every feature and upgrade you can imagine. IT IS BEAUTIFUL! The next day, I noticed a slight exhaust smell inside the vehicle while I was setting up Sirius XM and playing with all the new settings, but didn't think much of it at the time. On the morning of 2/6/23 I remoted started it to warm up and when I got in, I definitely noticed the exhaust smell inside. I continued to try different settings (fresh air, recycled air, heater/AC on and off, etc) for a few days to see if anything changed the amount of the exhaust smell inside. The only thing that helped was when the vehicle was moving, if you stop, the smell comes back.I contacted my sales rep on 2/9/23 and he helped coordinate a service appt to get it checked out, my appt was set for 2/15/23. I received a call from "****" (sales manager?) on 2/16/23 stating there was extensive under carriage and exhaust system damage underneath the vehicle and that ***************** takes no responsibility for this and that "I must have ran over something and caused this damage after I took possession". I absolutely DID NOT cause this damage, I have not ran over anything and I only had the vehicle 5 days and drove about 100 total miles prior to reporting this issue with the sales rep. I told **** I believe they unknowingly sold the vehicle in this condition (I'd like to believe they would not sell this vehicle knowing it had this damage) and that they need to make this right. **** and I spoke again today to which he reiterated they were not going to fix this issue. I am currently waiting on a call from a *************************** (GM for *****************?) I was told he would call me sometime today, but I have not heard from him so far. I have purchased many vehicles over the years and have never had a situation like this before. I am hoping the BBB can step in and assist in encouraging the dealership to make this right.

  

  Business Response

  Date: 02/23/2023

  We have resolved this matter with ***************** 

  Customer Answer

  Date: 02/24/2023

  We have agreed in principle to a resolution of this issue, but the repairs are still in process. If everything goes as agreed upon, this should be fully resolved in about 2 weeks. At that time, I would be willing to agree that this issue was resolved. 

  

  Business Response

  Date: 03/08/2023

  We look forward to resolving the issues and being able to close this case out

• Initial Complaint

  Date:01/19/2023

  Type:Customer Service 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.

  The parts manager was absolutely rude and insulting and very condescending. He assumed i disputed a purchase of some part and it wasn't even me. Didn't even bother to verify it was me and even if it was it's absolute no way to talk to a customer that way.Very horrible experience and I would never go back there again and I've been a customer for a long time. The worst part after realizing it wasn't me he didn't even bother to apologize. And when I went back to the person that was helping me purchase the parts because I really needed them at the moment he continued to try to harass me and telling me that I'm free to leave

  

  Business Response

  Date: 01/23/2023

  We are sorry about ************************ recent experience and interaction with our parts department. There was an unpleasant interaction with the assistant parts manager and ********************. This came about due to a previous transaction where a customer disputed a credit card charge over a non-returnable part. ******************** felt the assistant manager was accusing/investigating him and he stated it was not him who disputed the charges. The Fixed Ops director has addressed the issue with ******************** and apologized for the unpleasant interaction. ***************** has spoken with the assistant parts manager on how to better handle the situation and not accuse/investigate customers going forward.

  Customer Answer

  Date: 01/27/2023

  
  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:12/27/2022

  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 vehicle in May of 2022. I purchased a Dodge Challenger **** Pack. Our engine failed on December 2022. I brought the car to ***************** and our service representative (*****) stated Chrylser voided our warranty due to insufficient oil change records, sludge, and improper weighted oil. Unfortunately, we purchased the vehicle the same way we brought it back. We furnished all documentation, only to find out the previous owner did not have record of maintenance. To our knowledge, this was a certified used car. I have requested the Certified Pre-Owned Vehicle Inspection Checklist multiple times. ***** has yet to furnish the information. Stating "You did not own the car at that point and I may not be able to provide you with the information." I also requested the previous owner's oil change and maintenance record with the same response. As for the sludge, the engine overheated and fused, which causes the oil to thicken due to heat. So, that should not be a factor. I have spoken with ********'s ******************* who informed me of ***************** placing the void on warranty. I am requesting a refund or repair. All documentation and inspections should have been preformed properly. It should be readily available for my review. I truly believe they are "doctoring" or "editing" the checklist because ultimately, ***************** did not do their due diligence. I hope we can rectify this issue in a seamless manner.

  

  Business Response

  Date: 12/28/2022

  We have reviewed this complaint and understand the frustration this may cause.  Our records indicate the oil change was completed by us on 5/10/22 at ****** miles.  That was last service we have on record until the vehicle was brought back to us 12/12/22 with an engine noise complaint.  Upon further inspection we found extremely dirty oil with metal shavings present.  This vehicle has been driven approximately ****** since the last oil change was completed by a CJDR facility.  Upon further inspection we noticed cylinders 5 and 6 rods have seized.  In order for Stellantis to consider a warranty replacement for vehicles not serviced at a CJDR facility, valid receipts must be provided for consideration.  Upon Stellantis reviewing the receipts provided by ********************* they declined the engine replacement under warranty.  Stellantis declined the repair due to sludge in the engine indicating lack of maintenance and/or improper maintenance performed by *********************, which resulted in a restricted warranty.  

  We have provided the certified inspection sheet and the oil change documents done on 5/12/22.  ********************* may get her insurance company involved to see if they would provide any assistance in the engine replacement. 

   

   

  Customer Answer

  Date: 12/28/2022

  I have sent all documentation to ***** and I have maintenance the vehicle at the appropriate times in the appropriate manner.

  

  Business Response

  Date: 12/29/2022

  Unfortunately, our position remains the same.

  Customer Answer

  Date: 01/06/2023

  I would like proof that all items were submitted to chrysler. All of the vehicle's history of maintenance. They have not provided me any proof of the response Chrysler supposedly gave them in regards to voiding my warranty and/or the *** restriction in regards to warranty. They have not given me any paperwork, only verbal declines. I need the paperwork emailed to me in regards to the actual denial.

• Initial Complaint

  Date:12/02/2022

  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 sold my vehicle, a 2020 *** X3M, to ***************** dodge on January 24,2022, on a trade for another vehicle. I had a lien on the X3M through CarMax. ***************** requested a 20 day payoff from CarMax, but received the industry standard of 10 days and agreed to pay it off. I fully signed the *** over to them, with ***************** taking full responsibility for the vehicle and attached loan they were paying off. On November 8 2022, I received a notice from **************** stating I owed $298.29 for the *** payoff. Speaking with both dealers, ****** advises ***************** paid off the *** late, on February 9, 2022 (17 days) therefore incurring interest on the loan that was fully signed off and over to them. I contacted ***************** finance and spoke with ******* who did not return multiple calls. When I finally spoke to him he was unapologetic and very clearly did not want to fix his mistake he made on behalf of the dealership. He was the one who directly handled my transaction. He is unwilling to contact ****** and wants nothing to do with it as he stated. He berated me on why it took CarMax multiple months to send the statement bill over, but he would not listen to fact and reason on how his mistake has now placed me in the middle of the dealerships. This may be a small amount to the dealership but it is their responsibility for paying off the loan late. ***************** had obviously sold the *** and Im sure for a healthy profit.

  

  Business Response

  Date: 12/05/2022

  ***************** has paid the amount of the loan in full according to the information provided to us from CarMax. Titles are only released to the dealership when the loan has been paid in full, which we received on 2/22 from CarMax. We would be glad to call CarMax if a copy of the statement they sent him can be emailed over to us. Please have the customer email the statement to ********************** so we can resolve this matter as quickly as possible. 

• Initial Complaint

  Date:11/18/2022

  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 bought a vehicle 09/16/22 and got it home that day and it had a leak the next day. I took it to the shop and they had it for about a week. I got my car back and it went back in the shop on October 1st. The check engine light came on so I took it to our local **** shop. So far they have replaced the catalytic converter, cam phasers, water pump, heater hose and valve body of the transmission. It now might need a whole new transmission. I called ***************** and the only option they have given me was to get it fixed using the warranty I purchased and they pay me ******** for my first payment. I did take the money because I now have to pay for the vehicle I don't have. I called my loan company to try and get out of the loan but that wasn't an option. I do not want this vehicle. All I want is for them to take the vehicle back, pay off the loan and let me walk away. They already sold my trade in and I don't have a vehicle. I have 2 kids, a full time job and am borrowing a vehicle from my family. I also reached out to the Attorney General, MVD and *********. Nothing has been able to help my situation. I am desperate.

  

  Business Response

  Date: 11/21/2022

  We are certainly sympathetic to the Libertos' situation.Unfortunately, sometimes these unexpected issues do arise. The customers made a wise decision in opting for an extended service contract to take care of these mechanical issues. It is our belief that the local **** dealership should be able to resolve the situation soon and that ***************** has responded appropriately by issuing the $1,000.00 goodwill check. (Their payment is $753.48) The ******** also agreed when cashing that check, to hold ****************************************;with regard to this matter. If the customer has lost confidence in their local dealership we would be happy to look at the vehicle in our service center or have a ******* **** dealership address their issue.

• Initial Complaint

  Date:09/07/2022

  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 own a **** Pop 500. I have had nothing but bad outcomes with their service department. The main issue is my driver's side window. It has been in for service 4-5 times. It will grind and not go down but it will not stay up either. For most of the services, I had the purchase warranty. I still had to pay the ******. I am now using an extended warranty from Car Sheild. I brought the car in on 7/7/22 and paid ****** thinking it had to be fixed. 89 days later it failed once again. I brought it into *********************. He knew me from the last visit. I was very upset that a car I haven't even driven more than 20kmiles is once again broken. He tried to blame the after-market part and CS was responsible. NOT TRUE. ***************** never fixed it right. They also put the wrong oil in on an oil change. They drove a forklift into my headlight on another visit and split the chrome on my driver's door handle. When I came right back bleeding they said the handle was like that. IT WASN'T! I asked them to fix it and was told it wasn't repairable. Now I have to watch out every time I open it not to cut myself. I was called today and told that Car Sheild would allow a **** part to be put in but I owe another ******. I don't believe I should have to pay a dime. I already gave them four to five hundred dollars from the deductibles and never got the issue resolved. Blaming another company is rich!! I have been given bottom of the barrel service and satisfaction. I am so upset I can't see straight. I want ***************** to be responsible for a change. I'm not sure if I explained myself so you understand. I purchased the car with just over 36k miles. I have driven almost 20k miles in eight years. You should not expect a window to fail that much with that little mileage. I rarely even raise it up and down. I rarely eat fast food. I think ***************** owes it to me to **** up the ******.

  

  Business Response

  Date: 09/08/2022

  ****,
  We understand that you are frustrated with the Aftermarket part failing. Your warranty company, Car-Shield does not approve OEM parts and choose less expensive aftermarket parts. While we were fixing the vehicle, **** did note WARR SUPPLIED PARTS, NO WARR ON LABOR. **** has called Car-Shield on your behalf trying to get the deductible waived and OEM parts. Unfortunately, your extended warranty will NOT waive the deductible, but will install an OEM part. This will come with a 2-year warranty on parts and labor going forward. ****/***************** have tried to get Car-Shield to waive the deductible because they supplied the after-market part which failed. If you would like to verify with your extended warranty, Car-******* number is ************ auth A203896301, and ask them why they are charging a second deductible for their supplied part failing.

  
  You state that your vehicle has been in for service 4-5 times, but our records show only one repair attempt for the window on 6/6/22, if we are missing records, please let us know when and we will look further into the deductibles.

  
  ***************** is aware the chrome can peel away from the door handles; this is due to time and wear. It is not something that just appears, it progresses overtime.Unfortunately, Car-Shield will not cover cosmetic exterior ornamentation, they only cover mechanical failure. I.E. the door will not open and handle is broken.

  Customer Answer

  Date: 09/09/2022

  
  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:08/23/2022

  Type:Sales and Advertising 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 purchased a new Ram **** with my own financing. The bank has been in direct email contact with ****************** ***** and ******. The auto draft was accepted along with the terms by ***************** finance department and I have a loan on this vehicle that I am responsible. The finance department is stating that they need to put through my back up financing because the title work my bank is requesting is not what ***************** does. I find this incredibly hard to believe since I have purchased many vehicles this way with my credit union. The finance department at this branch is extremely in professional, not helpful, and I just want a resolution to my problem. I have all supporting documentation of emails between the finance department, me, and the Bank. The financing is 100 percent approved, the funds are available, I just want ***************** to complete what they originally agreed to.

  

  Business Response

  Date: 08/24/2022

  Our finance director has since spoken with the customer and has resolved all the customers concerns. The customer is happy with the outcome. 

  Customer Answer

  Date: 08/24/2022

  
  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:08/21/2022

  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 new vehicle 7/31/2022. While inspecting the vehicle at dealership I notice a paint chip on right fender, tailgate alignment/closing issue, center console discoloration and scratches on handle. I had ***************** place these items on the we owe. Upon inspection of the vehicle at home I noticed that the front bumper is out of alignment.I dropped vehicle off at dealership to have repairs done and some accessories installed on 8/9/2022. Vehicle took a week to finish, and I picked it up on 8/16/2022. Bumper was never aligned; chip was actually made worse, steps that were installed have etched in the surface of the step/ led light falling off truck, the console is on order, tail gate still not properly aligned nor closes in a smooth manner. I further noticed that my visor on drivers' side has oil handprints along with the headliner. There is also a scratch on the A pillar passenger side.Spoke with service advisor on 8/19/22022 after two attempts of reaching him. It appears since I gave a negative review ***************** does not want to reach out and resolve issues. Service advisor does not know if you can resolve issue on step etching, paint touch up is the best he can do, and tailgate according to him is aligned as best as they can. Bumper never aligned. He did say he would look at the steps and the led and attempt to clean headliner.If possible, I would like to cancel to warranty items purchased from ***************** as my service thus far dictates these warranties would be useless. I cannot obtain the remedies already and any future concerns I'm sure would be handle in the same manner, which is frustrating to say the least. The first warranty is Gilacoat and the second is a service oil change contract. What I would like is for someone in management to reach out to me to resolve issues. If you need further information or details, please let me know.

  

  Business Response

  Date: 08/22/2022

  ************,
  As per the conversation you had with our service advisor Friday (8/19/22), you had received instructions and agreed to seek a second opinion per the manufacturer/Ram Care. This was the recommendation made by the manufacturer concerning the fit and finish of the bumper and tailgate. While your vehicle is getting a second opinion, the parts we have on hold are available for them to install, center console. The visor is still on backorder with no ETA as of 8/22/22. ***************** is still willing to clean up the headliner/A pillar spot and re-install the light for the amp steps. Please call your service advisor and we can schedule a quick 30-minute cleaning and repair of the light on the amp step.   

  Customer Answer

  Date: 08/22/2022

  *******,
  
  Thank you for your response. I did speak with **** and let him know that I was having the bumper look at as per ********* Your advisor had asked me to add the tailgate closing and alignment issue, which I agreed to ask. Thank you for your willingness to clean A pillar, repair led lights, and headliner.
  
  This still does not address the spot or discoloration on amp steps. ************** that was repaired, was actually made worse. I do not believe this would be acceptable repair to an industry standard in any body repair shop. This was placed on the we owe, and **** did say it was the best he could do. I would like to see if a professional repair could be completed on this or if this is in fact the best ***************** has to offer, then let me know. I can seek an outside repair shop for this chip that was created by ***************** while vehicle was under there care and prior to sell of vehicle.

  Can you answer the question about warranty cancelations and amp power step finish? These are not addressed in your response. 

  Thank you,

  *****

  

  Business Response

  Date: 08/23/2022

  I apologize that not all the items were addressed.  We would be glad to look at the *** steps and paint chip again, when we clean the A pillar, headliner, and repair LED lights. I am confident that we can repair them to your liking.
  
  Regarding the warranties in question, the Gila Coat is a non-cancelable application because it has already been applied to the outside and inside of your vehicle.  ******* change contract is also a non-cancelable item but because this is a Stellantis backed item, you can you utilize it at any Stellantis dealership for your convenience.