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:04/03/2024

  Type:Billing 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 purchasing a NEW vehicle from CARMAN CJDR, the dealership did not disclose body damage/repairs made to the roof of the vehicle, as required by law. Because they omitted this information, the dealership misrepresented the condition of the vehicle, thus, was able to get a sale price representative of an undamaged vehicle. The dealership used deceptive business practice and profited from it. I paid for a NEW vehicle but got a repaired vehicle (FYI... repairs were also done incorrectly in which CARMAN will gladly make more profit as a warranty claim)
  
  On 2/9/2024 I purchased a new 2013 RAM Promaster high top (9 ft high) cargo van. The day after taking delivery, I noticed there were missing trim piece and hand prints on the headliner above driver seat position. Few days later, after the snow melted, I discovered repairs made to the exterior roof of the van above the driver seat position.
  
  I emailed *** **********, who confirmed damage repairs were made by the transport company on 8/7/2023.
  *** said he will contact RAM to have the deal rolled back. *** then changed his tune and said RAM would repair. *** asked me to open a claim directly with RAM Customer Care because he need a case number to get this escalated and rolled back. RAM Customer Care said *** did not return any of their calls. The RAM Customer Care concluded that it is the dealership's responsibility to do a pre-delivery inspection and disclose repairs, as required by law. I've contacted another RAM dealer and they said it is the dealership responsibility to inspect and not knowing is not an excuse. *** continues to point the finger at RAM. *** would not give me the name of the RAM Area Manager/Area Service Manager so I don't have the opportunity to discuss with them myself. *** said he would follow up and get back to me. He never did and stopped communicating with me.
  
  This is about deceptive business practices and not about simply repairing it. I hope CARMAN Auto Group does the right thing.

  Business Response

  Date: 04/05/2024

   Complaint From ***** ****

  I forwarded ***** complaint to my covering area Manager **** ********* from Chrysler .

  He also was in contact with customer service in reference to his demand of complete repuchase of his vehicle. This can only be approved by Stelantis, not by the dealership.

  We told Mr. **** that Stelantis would do the approve to have the repair done at a shop in his area and they would take care of the repair. Mr. **** has also contacted the Atorney Generals Office in requards to this

  matter. They contacted me as well, I forwarded his complaint to them as well. I then forwarded his complaint to my Stelanatis rep to address this matter.

  Unfortunately we have for Stelantis to address this.

   

  Carman CJDR

  Customer Answer

  Date: 04/11/2024

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. ***, you’re not seeing the big picture. Simply repairing emboldens the dealership to NOT disclose damages/repairs and only to offer to repair properly if the customer finds out. This is deceptive.Manufacturers require dealerships to do a pre-delivery inspection (PDI) for safety and damages. Furthermore, there are consumer protection laws that require damages/repairs to be disclosed.  The dealership is responsible for both the PDI and disclosures. CARMAN CDJR failed to do both. I bought the vehicle from CARMAN CDJR and not directly from RAM. My contract is with CARMAN CDJR and wrote a check for $60K to CARMAN CDJR for a NEW undamaged vehicle. In every interaction with you ***, you’ve deflected the blame on to the manufacturer. I shouldn’t have to chase this down since you’re the selling dealership and I’m your customer.I’m not asking you to acknowledge fault nor asking for an apology. We can’t go back in time so all I asked was to come to an amicable resolution. You’ve dismissed all efforts for mediation. BBB should be used to mediate so I encourage you to do so.
  
  
  
  Regards,
  Complaint ID: 21525323
   
  
  
   
   

  Business Response

  Date: 04/18/2024

  Mr. ****,

  Is currently in discusions with Stelantis about his situation and they will make a decision .

  There is nothing futher we can do without the approval of Stelantis.

   

• Initial Complaint

  Date:03/22/2024

  Type:Product 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.

  On January 11, 2024, I went to Chrysler Carman Dodge with the intent to purchase a reliable vehicle. I made a purchase in the amount $65,382 including taxes, tags & document fees for a 2024 Jeep Grand Cherokee L. However, unbeknownst to me, I purchased a lemon. I contacted the sales manager on January 13, 2024, letting him know I no longer wanted the vehicle as it was not conducive to my disability. He told me that "I signed a contract and that's my vehicle, I'm stuck with it, and they don't undo deals." January 15th, 2024, four days after purchase, I had the very first problem when the vehicle wouldn't start. Since the date of purchase through present, I have taken my vehicle back to the service department on 4 different occasions. I have spoken to the salesman, sales manager, general manager, and the service manager, no one has been able to assist with the return of the Jeep. In turn, I have gotten the run around, yelled at, and my concerns completely disregarded. I would like to get all of money returned, so that I can go elsewhere and purchase a reliable vehicle. I feel like I was deceived, by the salesman, sales manager and general manager. I had made the salesman aware of my disability and he knew that I would have an issue getting in and out of the car. However, he still pushed the vehicle on me.

  Business Response

  Date: 03/29/2024

  There are always 2 sides to the story, many parts of this one is missing. Ms ***** is correct , she had a issue which was corrected by a recall 04B issued by  Stellantis.

  Ms. ***** brought the car in for service, we provided her a loaner and took care of the repair. Ms ***** was well aware of what ths was buying and has been turned down by Stellantis for buyback.

  She has contacted Stellantis and is well aware of this. Last time talking to her, she was less then repsectful and using foul langange.

   

  Carman CJDR

  Customer Answer

  Date: 04/04/2024

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  I was never aware of the recall O4B issue that *** ********** is referencing.  Four days after purchasing the vehicle, it would not start. I attempted to remedy it with the dealership the following day when they reopened. They didn't know what the problem was, so I had to speak to someone in service to get it looked at. After speaking to service, I was notified that they didn't have any appointments available until January 22, 2024.  Since this was 6 days away, I told the service manager that I had to get a jump start to drive the vehicle. I then inquired about a loaner car; to no avail, as they only have seven loaners which had already been loaned out. I asked him what I am supposed to do for the next 6 days, he told me to continue getting jumps until I could bring it for my service appointment date.  I took the vehicle to the service department for the appointment. When the vehicle was returned to me after it was done, they let me know that there were over 80 codes, so they had to replace the battery.  *** ********** mentioned that I was aware of what I was buying. However, I let the salesman know that I was looking for a Durango. He let me know that there weren't any available with the features I wanted on the lot. My salesman then coerced me into buying a vehicle that I had no intentions of purchasing. The salesman was also aware of my disability, yet he still thought that the Jeep Grand Cherokee was the best fit for me. I never had a conversation with anyone about selling the vehicle back to the dealer. When I spoke with Chrysler corporate, they weren't sure what they could do for me since the vehicle wasn't working correctly. After speaking with corporate, they told me the dealership made them aware they had to change the battery and had no other information. I was told by the sales manager that since I signed the contract, "it's yours and you're stuck with it, we don't undo deals". With all that has been going on since buying this vehicle, I have been nothing but respectful and understanding to try to get the issues fixed. The one time that I talked to *** **********,  he was very rude; he told me to "shut up and listen to him". Since making this claim, the vehicle has continued to have issues. The latest issue is the heated seat on the passenger side does not work. I took the vehicle to the service department, on April 2, 2024, and the parts for the seat are not available, which means the vehicle will have to go back to the shop again. All of the issues that have occurred could have been avoided, had they been truthful about the vehicle I was purchasing. At this point, the only remedy for this situation is to have my money returned to me. This will make it so that I can purchase the vehicle that I originally wanted with better customer service somewhere else.  Thank you, 
  Regards,
  Complaint ID: 21472904
   
  
  
   
   

  Business Response

  Date: 04/08/2024

  Firstly i never told Ms. ***** to shut up.....

  Ms. ***** knew exactly what she had purchased and signed her name on each of the documents numerous times. She also picked up the buyers aggreement and took the document ot her credit union to obtain her financing.

  What we have is a customer who has buyers remorse and is not happy with her decision. Unfortunatley that is not a cause to take the Jeep back. We have offered her to trade it in for another unit of her choice, but there would be a difference owed. She then cursed us out and blame us.....

  We are done with the going back and forth with Ms ***** on this matter of her purchase. We will have no issues in taking care of any service work on her Jeep thru the warranty process of Stelantis. We will not be disrespected or cursed out with foul/rude language. There are other Stelantis dealers in the market and i would have no problem transfering her information over to them.

  Sincerly,

   

  Carman CJDR

• Initial Complaint

  Date:08/10/2023

  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.

  Took my vehicle in for an oil change & tire rotation on 7/29/2023 at Carman Chrysler Jeep Dodge service center at the address on the complaint.
  
  Was told after service was rendered that my lug nuts were hard to get off and I should buy new before next service. I paid, got my keys and proceeded to my vehicle. I then found that the lug nuts had been damaged by the service technician. Apparently after going back in to speak to the service assistant I was told they were swollen had to be forced off, and needed replaced. I wish they would have told me before they damaged my vehicle as I would have opted to forgo the tire rotation. The service assistant, “Mark” was very rude and not willing to work with me, even threatened to call the police if I didn’t leave as I was “causing a scene”. He stated “well they would have had to come off eventually” but did not let me decide when that was. The lug nuts/wheels/tires were brand new January 2022. But “Mark” said “someone lied to you”.
  
  A few days later I opened the hood of my vehicle to check fluid levels (I’m aware of a small leak and have been checking almost weekly). When I opened the hood I immediately noticed the pole to hold it up had been snapped off the frame, it was not like this before my service appointment and I have video proof from a home security camera that it was not broken 10days prior to service. I called the shop and once again they are claiming they didn’t break anything and kept questioning me as to how I know it wasn’t broken so I told them but they still don’t believe me. It’s a costly repair.
  
  I called and left a message for service manager ”Steve Martino” on 7/29/23. Never got a response. Talked to “Manny” a service assistant on 8/4/23 who assured me he would talk to manager and have him call me. As of today 8/10 I still have yet to get a call back about my concerns and the damage they made to my vehicle. The service tech also told me that “if I didn’t do the tire rotation I would of got in trouble”