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:10/20/2023

  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 purchased a used 2015 Jeep Renegade from Auto Nation *** on July 26, 2023. This vehicle came with a 3 month / ***** mile warranty. Within 2 weeks of purchase, I noted a number of issues that needed to be fixed. I noted these items and contacted Auto Nation Jeep Arapahoe with my list of concerns and was able to secure an appointment on September 20th for diagnostics and repair. Some items were repaired under warranty: a "service airbag" light on the dashboard, a broken motor mount, and excessively loud exhaust. I did have to pay to repair the air conditioning as well as a broken air box. These were defective when I purchased the vehicle, unbeknownst to me. I picked up the vehicle over two weeks later - October 6, 2023. I paid $1340.48 (invoice #*******) at this point to cover the two repairs that were not allowed under warranty. My service advisor, ***, agreed to give me a $100 refund to cover some of the diagnostic fees that I was charged. A credit of $99.74 was issued to my credit card on Oct. 10, 2023. During this pickup, I scheduled another appointment with *** for Oct. 20, 2023 to look over the ** system. If any leaks were detected, a warranty claim could be made at that point and I would be reimbursed for this repair.On Oct. 10, 2023 I emailed *** to let him know that one of the items that I had concerns about before my initial visit had not been addressed and was still a problem - "Backup Light Light Out." warning on the dash. *** acknowledged the issued and said that a tech would look into it on the Oct. 20th appointment. I pointed *** to ***************** Bulletin "TSB *********" that addresses this issue. At this Oct 20th appointment, I was advised that the ** was fine, and no leaks were present. The ** works fine now, but it had some major problem before that was not covered.The warning light could be fixed with a software update, but I would have to pay over $220 out of pocket for an hour of labor to fix this. Unacceptable. This is warranty work.

  Business Response

  Date: 10/31/2023

  Thank you for bringing this concern to our attention. The case is still under review. We will provide a response within ***** business hours.

  Thank you. 

  Customer Answer

  Date: 11/03/2023

   
  Complaint: 20761298
  
  I am rejecting this response because:

  The business stated that there would be a follow-up response within ***** hours. No such response was received.

  I am still waiting on a resolution to my complaint.
  
  Sincerely,
  
  *********************************************

  Business Response

  Date: 11/17/2023

  The management team has contacted the customer directly to come to a resolution. 

  Thank you. 

  Customer Answer

  Date: 11/24/2023

   
  Complaint: 20761298
  
  I am rejecting this response because:

  I attempted to resolve this issue with the business prior to contacting the Better Business Bureau and was unsuccessful. I would like a documented solution from the business.
  
  Sincerely,
  
  *********************************************

  Business Response

  Date: 12/08/2023

  We will need additional time to provide an update regarding this matter to address the customer's request. 

  Thank you.

  Customer Answer

  Date: 12/15/2023

   
  Complaint: 20761298
  
  I am rejecting this response because:

  There has been more than adequate time available to address this complaint.

  I would like a written proposal from the dealership to resolve this issue.
  
  Sincerely,
  
  *********************************************

  Business Response

  Date: 12/21/2023

  Although the customer's service contract does not cover software updates, the management team is offering to reprogram the software at no charge to the customer. Also, the Service Manager recommends a diagnosis of the cluster reading back up light out. They are also offering to perform this diagnosis at no cost to the customer and then submit the repair to the warranty company for coverage. If the customer would like to accept the management teams offer, please reach out to them directly at ************. 

  Thank you. 

  Customer Answer

  Date: 12/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************************

• Initial Complaint

  Date:08/21/2023

  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.

  ATTENTION ATTENTION DO NOT USE THIS DEALERSHIP My wife had a scheduled appointment 2 weeks ago 8/07/23 to drop off our vehicle to be looked at. After she dropped it off we never once heard back from anyone, no matter how many phone call attempts my wife has made, nobody would answer the **** phones. 8 days later we finally here back from the service department personal to tells us that the repair will take a couple of days and that they will order the part and have it shipped overnight. Today 8/21/23 weeks later my wife goes into the dealership requesting the status of our vehicle, they replied back telling her that they are still waiting for the part to arrive and that hopefully they will receive it by Wednesday so they can get our vehicle done by this coming Friday 8/25/23. Whatever happened to the overnight shipping and the lack of taking care of the customer.Please note that we live 2 states away and the longer they are keeping it the more expensive this is costing our family. So my wife decided to perhaps just sell our Jeep to them so they could take their sweet a** time fixing it. But instead they were dishonest and they tried to tell her that our premium warranty wasn't going to cover it when it had already been approved in writing so that they could s**** us out of money and charge the warranty both.They were trying double their money, instead of paying us the fair market value of the Jeep. I suggest not to sale your vehicle here (as she was told *************** Book means nothing here by the salesman), do not buy a vehicle here, do not have your vehicle fixed here....Go anywhere else and I'm sure you will have much more honest transaction! I've been to a lot of dealerships in my years and this is by far the worst one I have ever experienced. Do yourself a huge favor and avoid this place!I HOPE THE ***** AND STORE MANAGER SEE THIS *************************

  Business Response

  Date: 08/25/2023

  Thank you for bringing this concern to our attention. The management team has worked with the customer to buy back the vehicle as a resolution. 

  Thank you. 

• Initial Complaint

  Date:03/05/2023

  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.

  My car broke down due to a recall, the 6th one so far. My car was towed to dealership two months ago. Dealership refuses to give me a loaner vehicle and has not given me any time of when parts will even be available! I filed a complaint with the better business bureau before about the same issues with this dealership and the car they sold me. When I first purchased the vehicle, they did not bother to tell me it was a diesel until after I had signed the paperwork and they handed me the keys. The first day I had my new car home, I had to have it towed to the dealership because they sold it to me with a dead battery. My car has been in the shop more than I have had it in my posession. I have reached out to everyone I could possibly think of and have gotten no resolution. In the past they recognized their liabilities and gave me loaner vehicles, however now they are stonewalling.

  Business Response

  Date: 03/10/2023

  Thank you for bringing this concern to our attention. 

  Our Service Manager has been assisting the customer and parts have been ordered for the vehicle.

  Thank you.

  Customer Answer

  Date: 03/11/2023

   
  Complaint: 19543595
  
  I am rejecting this response because:  It has already been three montha. How much longer am I supposed to be without a vehicle? And why am I not able to have a loaner vehicle? And why had nobody contacted me to let me know the parts were ordered?
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/22/2023

  We sincerely apologize for any inconvenience the customer may have experienced.

  The vehicle's repairs have been completed and the customer has taken delivery of the vehicle.

  Thank you

  Customer Answer

  Date: 03/27/2023

   
  Complaint: 19543595
  
  I am rejecting this response because:  When the car was towed to the dealership, it had no such rust or bubbles.  I expect the dealership to replace the roof or fix the rust spots.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 04/06/2023

  We have addressed the spots concerns with the customer. The top has a paint defect,or excessive lacquer in the paint work and advised the customer that this is nothing that could of been damaged while the vehicle was on the lot. 

  Thank you.

  We are requesting this complaint to be closed. 

  Customer Answer

  Date: 08/24/2023

  Since my last complaint was filed, my car was returned to me under the false pretense that the recall had been fixed. My car broke down very shortly after I got it back from the dealership. I had it towed there for them to tell me they would not honor my platinum warranty due to high oil levels. They told me my car had metal shavings in the oil. My husband asked if they drained the oil and they said no. Recently we called and spoke to someone else who said they did drain it. We also looked up my vin number and discovered that they did not fix the recall as they stated. There are parts required that are not even available! They told me i need to pay 33 thousand for a new engine. They also charged me over **************************************************************************************************************************************** They also told me my warranty expired in december and that was why I wasn't given loaner vehicles however I was still covered.

  Business Response

  Date: 08/24/2023

  Thank you for bringing this concern to our attention. Unfortunately, the required engine replacement was turned down by the warranty provider which we have no control over. However, the customer was provided a quote for an engine if they would like to move forward with repairs.

  Customer Answer

  Date: 08/24/2023

  I am rejecting this response because:
  This dealership lied about all kinds of things and refuse to help. I sent a letter for the demand of arbitration. Who in the world would pay off a vehicle, find out the dealership lied about fixing a recall and more and then pay ***** dollars for a new engine? Its assenine.
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/08/2023

  We apologize again for any inconvenience. The recall repair has yet to be completed due to the necessary parts being unavailable at the moment. Also, currently the vehicle requires a motor; however, the warranty provider has advised that the cost of repairs exceeds the dollar amount of the vehicle. Because there are no used engines available at the moment, a new one would need to be used. The total dollar amount that the warranty provider is willing to pay towards repairs is $19,400. If the customer would like to move forward with repairs, please let the management team know so we may assist. 

  Thank you. 

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 19543595
  
  I am rejecting this response because: the 19 thousand does not cover the ***** dollar engine! I also sent a letter for arbitration and am yet to get a response!
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/14/2022

  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 brought my vehicle in for a scheduled appointment. I asked about a wait time and wasn't given one. I asked the service advisor to please call me when he knows if the car will be kept over night. He never called. The issue with my car was never found or fixed. The following day he tells me the mechanic damaged my transmission plug. Upon picking up my car more sensors were triggered my battery was not working and I was charged for the damage made by the mechanic. I was also charged for a diagnostic fee which wasn't discussed nor was the car correctly evaluated. All sensors came back on within 20 minutes of driving the car.

  Business Response

  Date: 11/14/2022

  Thank you for bringing this concern to our attention.

  We have re-diagnosis the air suspension problem and currently putting in a new air compressor.
  
  We have met with the customer directly and promised a refund on the bill for the charges that the client was not aware of. 

  Thank you

• Initial Complaint

  Date:08/11/2022

  Type:Customer Service 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 new car from this dealership in 2007, and as part of the loan price, I bought the lifetime oil changes. Now, this July, suddenly, they tell me they will no longer honor this, even though I still own the vehicle. I don't see how they can just quit honoring a contract. What else can they just suddenly decide they won't honor anymore. Their attitude is basically tough s.... I would like help with resolving this issue. Do I need legal help?

  Business Response

  Date: 08/12/2022

  Thank you for bringing this concern to our attention. 

  We have been in communication with the customer directly and we did let her know that she can take her vehicle to the ******** store across the street, the company she purchased the warranty from, for her free oil changes.  

  Thank you.