Complaints
Customer Complaints Summary
- 4 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Submit a ComplaintThe 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:01/08/2025
Type: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.
When I bought my 2014 GMC Sierra from Marshall Chrysler Dodge Jeep and Ram on Jan 18 2018 I was offered lifetime powertrain warranty. I have gotten my truck serviced there on time because I knew I had that warranty. My transmission just went out and they told me they were going to pay to fix it but told me I will no longer have lifetime power train due to the truck being lifted. The truck was lifted when I bought it from their lot.
Business Response
Date: 01/18/2025
The truck is ineligible for the lifetime powertrain warranty since it has an aftermarket lift kit. The lifetime warranty is provided at no cost to the customer. We would be more than happy to purchase the truck for its fair market value, or we will pay for the repair. Thanks
Customer Answer
Date: 01/21/2025
Complaint: ********
I am rejecting this response because:When I purchased the truck from their lot it was already lifted. They offered the lifetime powertrain and that was a selling point and a big reason reason why I purchased it. The picture attached is the day I purchased it.
Sincerely,
***** *****Initial Complaint
Date:11/07/2023
Type: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.
On 07/05/2023 I leased a 2023 Dodge Challenger from ******** Jeep and dodge in Crittenden Kentucky , In the closing with financial I was charged $58.00 for tags , Tags were to be mailed to me . Never received them had to call then they sent me to my License bureau to get car inspected then registered at that time they charged me for the tags , I called Marshalls they said I should have got a check in the mail which I did not , since then I have emailed called left messages sent text , to salesmen, **** ******** ,and financial Mgr. ***** ****** , and ***** ****** sales Mgr. who no longer works there , also sent email to *** ******** ,still no contact and no check. all I want is my $58 they charged me $499 for document and fees but I did all the licenses bureau work.Business Response
Date: 11/09/2023
Spoke to ******* ****. Not sure where the miscommunication was between the sales department and Mr. ****. We agreed to reimburse the $58 to continue a faithful relationship! He is happy with the result.Customer Answer
Date: 11/09/2023
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,
******* *******If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.Initial Complaint
Date:04/20/2023
Type: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.
Bought my jeep from a different dealership? Marshall Dodge is closer to my house so took it there to get serviced . The transmission went out on my jeep back in November not received information from them. Had to go up and get any information from them myself will not call back.Business Response
Date: 05/01/2023
This vehicle was towed in to our service department in the month of December with no prior notice or appointment from the customers behalf. After receiving the vehicle, our service department advised the customer that it would be several weeks before the vehicle would get into service for diagnostics. In January, our service department diagnosed the vehicle and informed the customer that there are internal transmission issues with the vehicle that will take more time to fully diagnose, as the transmission will need to be disassembled. With the shortage of employees, this is a job that will be performed by a technician that is performaing multiple jobs off and on at the same time, causing more time for the repair. The transmission was disassembled and a few failing components were order that needed replaced. These parts took 2 months to be delivered to our service department due to unavailability. After receiving the parts, the vehicle was back on the schedule for repair. 3 weeks ago the components were then replaced, the transmission was reassembled and installed. The vehicle is continuing to have transmission issues as that did not fully repair the vehicle. Customer was informed the vehicle will need further diagnositics, transmission disassembled, to check further for failing components or if the transmission will need replaced. A replacement transmission is showing no current ETA for availability. Customer was advised and made the complaint. We are trying to complete the repair as soon as possible.Initial Complaint
Date:09/19/2022
Type: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 contacted the dealer about two lights coming on on my dash and my Jeep doing something’s when the lights come on. They told me to come in. The looked at my Jeep said they ordered the part and come back in two days and they would fix it. I came back they said they fixed. I left and wasn’t gone from their lot five minutes and it started doing it again and the lights came back on. I called them they said come back tomorrow. I came back and their tech drove it and the lights didn’t come on. They told me they would get me in next week and take my Jeep and give me a loaner car. Next week came and went. I called back and asked when are they getting me in they said tomorrow well tomorrow never came. This started July 22nd by August 19th I called back to talk to the GM because I was tired of getting the runaround. The GM said the best he could do was get me in September 7th. He did send me pictures of another Jeep. He was trying to get me to buy a different Jeep and let them take this one back. I said no just fix my Jeep. They did this to me once already. I bought a Jeep from them in October of 2020 and had problems with it and they bought it back from me within 6 months and that’s how I got the one I have now. While they have been giving me the runaround I got a letter in the mail saying my warranty expired. Did they do that on purpose. I just want my Jeep fixed. I recently got diagnosed with cancer and I need a reliable car to get back and forth to treatment and right now it’s not reliable.Business Response
Date: 11/03/2022
Customer stated vehicle was having an issue. Brought the vehicle in and diagnosed a bad wheel bearing sensor. Sensor was replaced. Customer stated vehicle is still having an issue. Customer brought the vehicle in and service could not get the issue to duplicate to diagnose. Offered the customer to come back a week later when we would have a loaner available so that service could have more time with the customer vehicle to try to duplicate the issue. Appointment was set for a week later. Customer did not show for appointment. Customer called in 2 weeks later. We had a loaner vehicle available the next day and offered an appointment for the next day for customer to drop off and pick up the loaner. Again, customer did not show. Customer called in 3 weeks later. The General Manager that was here at the time offered to trade the customer out of the vehicle or schedule a service appointment when a loaner vehicle would be available, which was September 7th. Again, customer did not show. The warranty letter that the customer received was not from our dealership or to any regards of the warranty purchased from us. We as a dealer feel as if we have done our part to correct the issue with the customer and are at no fault.
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