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Business Profile

New Car Dealers

Glenn's Freedom Chrysler Dodge Jeep Ram

Complaints

Customer Complaints Summary

  • 25 total complaints in the last 3 years.
  • 6 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/12/2025

    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 dodge ram 1500 in to be diagnosed after the service dept had my truck for 9 days and multiple conversations including a conversation on June 11th that my truck would be ready on 6/12 and the amount would be $2700z I got a phone call that my radiator was busted and pouring out fluid. There had been numerous conversations about this vehicle. They even told me about a random bolt that was loose that they were gonna fix while they had it apart. There was not once one conversation over the nine days about a busted or leaking radiator. The radiator has to be taken off for them to take the motor apart and they busted it and now are charging me another $1100 for something that they broke but telling me that it had been leaking and now it’s busted, but I haven’t even made the first payment onthis vehicle because it is brand new. We brought it to the dealership thinking that we would get it fixed correctly because there was a bolt off in the head and it was also messing up the timing chain. They proceed to tell me that I can give them $2000 and they can give me my truck back the way that it is or I canpay them $4200 and have it fixed but they don’t know if that’s even gonna fix it even though I sent the truck to be diagnosed I still don’t have it diagnosed to begin with, I have papers from the dealership where I bought the vehicle that there was nothing wrong with it other than a code that it was throwing,and it was throwing a code because there was a bolt broke off in the head of the motor, causing issues with the timing chain so was causing it to throw codes that weren’t correct. This truck had been worked on the second day we had it. That’s where we found out that there was a bolt broke off in the head of the motor I know for a fact that that truck was not leaking oil or any type of fluids in any way shape or form, and if my radiator was busted, it would definitely not be running. I drove that truck. I put a trailer on that truck with heavy equipment.

    Business Response

    Date: 06/30/2025

    Hello, ** ****** brought in his 2014 Dodge RAM 1500 with 196904 miles vehicle on 6/4/25. His original complaint was "CUSTOMER STATES CHECK ENGINE LIGHT IS ON. ENGINE RUNS POORLY, ESPECIALLY WHEN UNDER LOAD. CUSTOMER HAS NOTICED A BOLT IS BROKE IN THE INTAKE MANIFOLD TOWARDS THE REAR OF THE ENGINE. CHECK AND ADVISE.". We started with diagnosing the vehicle based on the codes in the vehicles ECM as requested by the customer. It was at this point that the customer was informed via their multipoint inspection about the radiator seepage and other issues. We recommended to start with an oil control valve. The customer informed us that he had just had that replaced somewhere else. So we continued in our diagnosis with the assumption that that oil control valve was good. The next step in the repair procedure was to inspect the cam phaser. So the customer approved the inspection. Upon inspection we found the cam phaser faulty and replaced after customer approval. After replacing the faulty cam phaser the vehicle still was setting a code so we got with Chrysler's STAR team. They recommended replacing the camshafts themselves and lifters. At this point we did notice the radiator leaking more than before and informed the customer of it. So we recommended a engine replacement or replacing the cams / lifters and left the decision to the customer on Thursday 6/19. When we called the customer back on 6/23/25 to see what their decision was they informed us that the vehicle had been repossessed by the selling dealer off of our lot per their instruction. The lien holding dealer had come and taken the car with during business hours with the extra key without informing us.  So I called **** ****** on 6/26/25 and told her that she still had an outstanding bill with us of $3600 for diagnosis and services that the had agreed to up to that point. 
  • Initial Complaint

    Date:05/02/2025

    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 2017 gmc sierra 1500 Denali from the dealership on January 30,2025 two days later the truck messed up with the transmission/torque converter. Called dealer and took it back the next week because they said they couldn’t do nothing on a Saturday. So went back they said need more time so they gave me a loaner (car. They had my truck for 3 months to “fix” it. Get it back finally and the same day it’s shifting hard and doing the same thing if not worse. Called and called they said I need to have someone who deals with them more. So I did. They said we will get it covered. Well I have a 90 day warranty which expired on April 29th. My truck was reported to warranty on 3/19/25 and the dealer had received an invoice before my warranty expired. Well the day after my warranty expired they said they couldn’t do nothing. They have to retro date it back to 3/19/25. Well I’ve been emailing the service manager back and fourth through whole process which today 5/1/25 said he can no longer assist me. The whole point is I had 90 day warranty and truck tore up and they supposedly fixed it the first time which wasn’t fixed. So their pretty much trying to get out of paying for the repair of my truck that needs a new transmission, torque converter, valve body and the mechanic is waiting on approval to get paid to fix it but the dealership is trying everything they can to get out of paying for the repair and has been no help. I’ve owned the truck for almost 3 months and it has been in the shop at dealer and now at my choice of shop pretty much ever since I’ve owned it. All I wanting is the warranty and dealer to cover the repairs and get me my truck back that I am paying 35,000 dollars for. I was told when I bought the truck with warranty if it needed a new transmission, engine, 4x4 replaced it would be covered. Well extended warranty won’t cover it because the issues happened within the first 90 days of owning the truck with the dealer warranty.

    Business Response

    Date: 06/04/2025

    Per *****, as given to Dispute Resolution Coordinator over the phone.  He did bring in around 2/4/25 we took it, looked at it, sublet it to a GM dealer and recommended a torque converter.  It was fixed, he said it still had issues.   He took to aftermarket shop who has to call in to the warranty company.    I even told aftermarket repair facility he has a $100 deductible and we will pay for the deductible so he can have his truck repaired.  If this does not work for him, he can feel free to reach back out to us to see what we can do.
  • Initial Complaint

    Date:04/14/2025

    Type:Product 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 vehicle from Glenn’s as a certified preowned. This vehicle came to me with service lights on. Non serviceable wiper blades, none matching tires with uneven tread wear. Vehicle was delivered day late(non-issue), vehicle was delivered with 0 paperwork, no warranty information, no bill of sale, no proof I own this vehicle (I paid outright for truck) . It took over a month to be given this paperwork. I now have it, during this month trying to get I had been making multiples a week with no returned calls. Currently at five weeks with no title (they said up to six weeks to receive) The wrong I’m trying to currently right is with certified preowned. According to certified preowned checklist tires were not serviceable according to record. Paperwork for checklist also not complete. I had also for ask information regarding what the standard was for pass/fail, never provided. This all being said I have gotten no resolution or discussion on my concerns that this vehicle was sold certified preowned and does not meet the standard. I believe I am being taken advantage of as I purchased the vehicle remotely. I am unable to physically go to dealer. I have reached out to ram care and filed a complaint there. Their only course of action is they will do an internal audit and I need to talk to the GM, whom is Steven Burns. He is not returning my calls. Thank you

    Business Response

    Date: 04/24/2025

    We have reached out to the customer and come up with a resolution for the Certified Preowned issue. Our office has also been in touch with the customer in regards to his title, and should be resolved soon.

    Customer Answer

    Date: 05/01/2025



    Complaint: ********



    I am rejecting this response because:

    I have yet to see the business follow through with their solution. If I receive the payment we spoke about I’ll be satisfied. However, that has not been satisfied at this time. 





    Sincerely,



    ****** ******

    Business Response

    Date: 05/01/2025

    The customer and I came to an agreement. We agreed that the dealer would send him $550 dollars for two new tires, since we accidently put mismatched on. The check was cut on April 25th. Since that was a Friday, it probably did not get mailed until Monday. He should be receiving it any day now. Once received the customer should be satisfied.

    Customer Answer

    Date: 05/02/2025



    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:03/06/2025

    Type:Delivery 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.
    Hi I bought a new 2024 Ram 3500 in January and my Missouri DMV has never received anything or I still have not received a certificate of origin or title for the truck. I have already paid the truck off and have a lien release from the bank but this dealer refuses to answer my questions or provide guidance of when I will receive my title or my certificate of origin so I can get the truck titled.

    Business Response

    Date: 03/16/2025

    Good afternoon,

    We are actively working on this and will make sure that it is handled as soon as possible. We apologize for the inconvenience.

    *** 

  • Initial Complaint

    Date:02/19/2025

    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 Feb, 8, 2025, I purchased a Jeep Grand Cherokee from Freedom Dodge in Lexington, KY. I told them I would pay $58,000 plus tax and licensing for a total of $62,000. They agreed to that price. When I went to financing to finish the paperwork, I was told about a warranty that was included in the price of the car at $30/month. The person in finance never told me that this was an extra charge of $4,995. He never once mentioned that the $4,995 was in addition to the agreed upon price. Plus I was also charged $1495 for Zurich tire and wheel which was never discussed with me. Mopar maintenance for $400 was never discussed with me either. The documentation fees of $799 were not discussed with me either. I was totally misled by the company.

    Business Response

    Date: 02/19/2025

    I was not involved in the negotiation of this sale. However, all of the signatures included indicate that agreement was made on purchase of these products.

    We charge a $799 Dealer fee on each transaction. It is listed on our website and all 3rd party websites. 

    Our Finance team is going to reach out to **** ***** tomorrow to attempt to remedy the situation. Cancellation of these products is possible and will happen promptly should she wish to cancel them.

     

    *** *****

    General Manager

    Freedom CDJR of Lexington

  • Initial Complaint

    Date:02/06/2025

    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 Aug 26,2024 I purchased a 2015 Ford Explorer Limited from Freedom Chrysler Dodge Jeep Ram of Lexington. I was told by the salesman ****** ****** that it was a sound and great running vehicle. I drove it approximately three times and the transmission went out. The vehicle has been parked in my driveway from the first week of purchase. I paid $13,299.00 for this vehicle and now I am stuck without a vehicle or the funds to purchase a good one.

    Business Response

    Date: 02/16/2025

    To Whom it may concern:

    It appears customer purchased vehicle As-Is, but I will confirm and pull the documents from a digital deal jacket and confirm. That said, if customer did purchase a service contract, then the transmission could potentially be covered by that plan. If customer opted out of the available protections, then there is not anything we can do.

    Tomorrow if I discover there is any coverage I will arrange to get the vehicle brought in for diagnosis. Otherwise, we will consider the matter closed. 

    Thank you,

     

  • Initial Complaint

    Date:06/12/2024

    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.
    Freedom Dodge of Lexington has had my 2016 Dodge Ram 1500 since November 2023? I bought it there brand new and paid cash, it’s still under extended warranty. Only 40,000 miles. The truck has an electric shifter knob/module, not a lever to shift gear , literally a dial that turns to put it in reverse and drive etc.? You can start the vehicle but can’t shift into gear? Had it towed and Freedom Dodge has had it since November 10th it’s sitting there. They say they are waiting on a part?? I have called, texted, & gone there in person, tried to call the company headquarters? Haven’t made much progress. Looked into Lemon Laws too. Ridiculous and they wouldn’t offer me a loaner vehicle either. I am 78 a retired teacher, coach, ****** **** ******* vet, I don't deserve to have to deal with this stress? Also researched the issue and found a ******* video on how to fix the problem (pretty legit, convincing) and showed it to them at the dealer, they didn’t take us seriously. Also they are saying battery, antilock braking module, I say Electronic Shifter Module. Waiting on a part ? The part is not available and under engineer review? Now since the truck has sat there for 6 months, an individual runs into the back end while it’s parked on the lot?

    Update: made more calls talked to same people , told us the part is unavailable to fix it and is under engineer review ? Why sell something you don’t have a part for? got a text today saying part won’t be here until March 25th??

    Update April 14th: Truck is still sitting at the Dealer. Mar 25th has come and gone? Had a new date of April 17th. More calls , did get some sympathy from the salesman and sales mgr but no loaner. This is ridiculous.

    Update June 11th: Went in person again, battery is dead since it has been sitting, Vehicle is starting to Rust due to body damage, Made calls to MOPAR same run around excuses , tried to call another dealer, played phone tag.

    Business Response

    Date: 06/12/2024

    ** ****** parts have been on backorder. We at the dealership do not make the parts and are at the hand of **********. We have ordered to the highest level and even have to pay shipping out of our own money to ensure we are at the top of the list for the customer. There has been numerous correspondents with ********** on this customers car. This is a nationally backordered part and when ********** changes the ETA there is nothing we can do. The car is not drivable due to the module that is bad will not recognize the brakes are depressed so unable to move.  All dealerships are franchises and at the mercy of the manufacturer **********. Us at the dealership level have followed all policies and procedures set up to expedite this to the maximum of our capabilities. 

    The accident was an attempted theft where many cars were hit and we will be repairing through our insurance, but due to it being unable to operate or move yet we can not.

    And for the *** **** video portion, we being authorized technicians, that repair can not be performed by a dealership as it is not an authorized repair and would not be covered under safety guidelines as well as open us up to a potential lawsuit.

    ** **** wants a loaner car but his extended warranty will not pay for it.

    all buybacks/lemon laws only apply to new cars and go through the manufacturer not the dealership.

    Customer was notified and said we would have to speak to his lawyers. I informed him if lawyers were involved I would not be able to work on his car and he can take it until resolved.

    Customer Answer

    Date: 06/16/2024



    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:04/17/2024

    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.
    Freedom CDJR sold me a very dangerous unsafe to drive truck for the price of excellent condition and refused to provide any kind of refund or repair to make the truck safe not only failing brakes and rotors but a failing differential. It's illegal in Kentucky for anyone to sell an unsafe vehicle without disclosing it is unsafe to operate in the agreement. On March 16th I spoke to a salesman **** ***** about the whirling noise I noticed before purchasing an AS-IS 2009 Dodge Ram from Freedom CDRJ. He left me waiting for about an hour to verify with the mechanic it was a wheel bearing indicated from their inspection. I purchased the vehicle and proceeded to drive the hour and a half with my 7 year old son back to Louisville. At higher speeds when driving home the steering became barely controllable. I took the vehicle to *** * **** to check allingment and tires. They informed me the brakes pad were beyond the legal allowed wear and the rotors had heat scorching from the pads. I paid 1000K to have that repaired. They also explained the vibrating and loss of steering control was not due to the rotors and the noise was coming from the rear differential. I was able to make it home and get it into my mechanic ***** they confirmed the rear differential was making the noise but that was out of the shops repair scope. I spoke to ****** automotive and they provided me a quote for $4,966.15 to replace the rear differential and make the truck safe to drive. I've since contacted the dealership and now the sales department is dodging my calls. They sold me a very dangerous unsafe to drive truck for the price of excellent condition and refused to provide any kind of refund or repair to make the truck safe. It's illegal in Kentucky for anyone to sell an unsafe vehicle without disclosing it is unsafe to operate in the agreement. They did NOT provide that document.

    Business Response

    Date: 05/21/2024

    To whom it may concern:

    Vehicle was sold completely As Is, which we always disclose. We are not willing to participate in any repairs or reimbursement. 

    thank you,

     

    Customer Answer

    Date: 05/22/2024



    Complaint: ********



    I am rejecting this response because you are selling vehicles that are unsafe and shouldn’t be driven off the lot. Then you claim plausible deniability for the condition. Someone is going to get hurt. 




    Sincerely,



    ******* ******

  • Initial Complaint

    Date:04/01/2024

    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.
    The people at this dealership are nothing but crooks. We bought a truck in October. The engine light came on a few minutes after leaving the dealership. The transmission was bad. The people at the dealership were no help in trying to get it fixed. They wouldn't answer our calls, texts and emails. The transmission ended up costing over 7,000. They charged us for over $6,400 in useless additions that we not only didn't ask for but was told we weren't paying for the additions when we asked during signing of the contract. In the first 2 months we owned the truck it was in the shop 6 weeks. I traded in my only truck so had to depend on others for a ride to work. They said they did not provide rentals to cover the truck while it was being repaired. They also ignored the calls and emails of the dealership doing the repairs when they were trying to contact them about the warranty. The dealership doing the repairs had to contact the warranty company directly because they wouldn't return their calls. Now, we've had it 5 months and one of the lifters is down so it's parked again. These people are selling pieces of junk and charging big prices for them. We were told this was a one owner truck in excellent condition and it has been anything but that, mechanically and physically. The transmission was bad now the motors bad and has multiple scratches and dents including the paint scratched off the back that they put their stick on logo over to hide them. We pulled it off because we didn't want to advertise for such a bad business. The general manager is rude and you only hear from him if you file a public complaint. The sales manager ***** Story was no help, telling us it was out of his hands and to contact management and the finance guy ***** ******** bold faced lied to us when we asked if we were paying for the add-ons he was telling us about. I am 51 years old and this is the worst truck buying experience I've ever experienced. Over $40,000 for a piece of junk.

    Business Response

    Date: 04/24/2024

    To Whom it may concern, 

    Vehicle was purchased in October of last year with 76*** miles. Came with a 2 month, 3000 mile limited warranty - and customer purchased a 36,000 mile / 36 month service contract. We are not crooks, nor do we deliberately misrepresent anything about our inventory.  Dealership is not willing to cover any additional repairs or entertain any type of refund.  A lot can happen in 6 months time. We consider this matter closed on our end.

    Thank you,

    Management

    Customer Answer

    Date: 04/29/2024



    Complaint: ********



    I am rejecting this response because:LIARS!LIARS!. I don't call a vehicle in immaculate shape, as advertised, with a shot transmission and 6 months later on, collapsed lifters. Everyone of you knew this truck was messed up. And as far as we purchased a warranty, we were told that was included not taken out of our down payment with all the other BS charges. Sure wished I would have visited BBB before buying from this rip off place, it never would of happened.  Dealerships like this is the reason why so many defaults, can't afford 600 dollar payment with thousands to repair with. Absolutely the worst I've ever been treated by supposed to be an establishment, it's far from that. STAY AWAY FROM THESE PEOPLE!!!!



    Sincerely,



    ***** *******
  • Initial Complaint

    Date:04/01/2024

    Type:Sales and Advertising 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.
    Dealership (Glenn freedom Lexington) replaced engine on 2020 Ram 1500 in August 2023. The truck was/is under factory warranty. It took 4 months for the dealership to complete repairs. So we were without our truck for ~25% of the year. The day after we got the truck back it broke down again and required towing to the dealership. They replaced the starter.

    On 3/12/24 the truck broke down in louisville ky. We had it towed to oxmoor Ram in louisville. On 3/28/24 Oxmoor Ram told me that they didn’t want to repair the truck bc possibly the new engine had been improperly installed by Glenn Freedom in Lexington. I had the truck towed to Lexington and thought repairs would be handled at Glenn Freedom in Lexington. On 3/29 I was informed by Glenn Freedom that they would not touch my truck and threatened me with a $30/day storage fee for the truck if I didn’t remove it. They said I had threatened them by stating simply, if a remedy is not reached soon, I will file complaints with attorney general, motor vehicle commission and better business bureau. This statement they said was a threat and that they would not touch or fix my truck for which they sold me, and have previously unsatisfactorily repaired.

    All we are asking for is either the truck repaired under the factory warranty and/or extended warranty. This truck is covered by two warranties at this time. A factory Chrysler warranty and an extended warranty we purchased from Glenn Freedom. They are now refusing to fix the truck or help us trade in the truck that has obvious issues. We have done nothing but act in good faith and have been more than reasonable with the service department at the dealership. At this time we are beside ourselves. We can’t believe a dealership would sell us a truck with known issues (previous owner also reported to Chrysler issues) and then refuse to fix truck under warranty. t’s amazing that a dealership wont guarantee their own repairs and threaten a customer with storage fees.

    Business Response

    Date: 04/12/2024

    Attached complaint of what happened.

    I spoke with *** ******* husband March 21st at approx. 12:15. He stated that he had engine problems and his vehicle was at Oxmoor Chrysler. He stated that it would be several weeks for them to look at it and they weren’t willing to give him a “loaner” at this time. He asked for us to have the vehicle towed here and be provided a “loaner” at no charge to him, he also threated lawsuit and filing complaints if we didn’t accommodate him at this time.  I told the customer that if he was threating legal action that I could no longer help him and he stated that he was not threating he was just stating that was his next step if we didn’t help him. He also stated that he would be by the next day to talk with *** ***** about it all. He repeatedly mentioned *** ***** and his previous relationship with him and his willingness to fully take care of him every way. I checked our work log and availability and told **** (*** ******* husband) that we were unfortunately out also about 2-3 weeks for working on his vehicle. Also we are scheduled out about 1-2 months out on our service rentals (not loaners). He stated at that point that he was going to leave his car at Oxmoor Chrysler and contact customer care about obtaining a rental / loaner from Chrysler and leave his vehicle at Oxmoor Chrysler. He stated then stated that he wanted to talk with *** about being traded out of his vehicle or a buyback. I told him that conversation would have to be between him and *** *****.

    Friday march 29th I came into work to his vehicle having been towed in overnight by the customer. The customer called in that morning (Friday) and said he paid to have his vehicle towed in and was going be reimbursed per Chrysler customer care. He also stated that Chrysler customer care was going to reimburse him for the rental vehicle that he had acquired himself. He then asked that we give him one of our rentals at no charge based on the fact he did not want to pay the rental bill himself upfront and wait on reimbursement. I told him that we are currently booked our on our service rentals and he stated that he should be more of a priority than a customer that was currently scheduled for “ a loaner for one day for an oil change”. I told him that we would be happy to look at his vehicle but again it was several weeks out based on our current work load. He then stated that he was going to file complaints with the BBB, ***, and another few places I don’t exactly remember. He stated that his loaner and his vehicle’s priority of being worked in faster had been approved from *** *****. So I asked for his patience while I tried to work though the situation and asked if I could call him back. Again he stated his intent to file several complaints and his previous success of having his way carried out due to his “persistence with legal action / filing complaints and his unlimited resources”. I again stated that we would like to work with him and that we are currently booked out several weeks on repairs for work and 1-2 months on our service rentals. I thanked him for his time and stated that we would be back in touch with him soon.

    To do my research I called Oxmoor Chrysler Service Manager to discuss the issue as it was a repair to be taken care of there. He said the vehicle sat for 2 weeks as ***** ********* /or husband **** refused to pay diagnosis in case it was not a covered repair as their preliminary inspection showed low oil.  He said the customer threatened legal action on his dealership/demanded a loaner as well and was very difficult. I then proceeded to call the area manager involved for ********** to verify that the repair could have been done elsewhere, and they said as long as it was under warranty they could have.

    After deciding that the customer was threatening legal action, bb complaints, ******** ******** ******, demanded a loaner car even though there are no extras at the moment, and he lied saying he spoke to general manager and was promised a loaner car before we had even touched the vehicle that it would be best to not proceed and not work or touch the customers vehicle.

    I called and spoke to ******* husband **** and told him we would not be working on his car or touching it after the threats of legal action, the lies of loaner cars, etc. I offered to have him pick up his car or I would pay to have it towed back to him. **** became hostile and angry telling me we were going to work on it. I informed him we are not, and we do not have to. He tried to recant he was going to file legal action, he then stated he was only getting info if he had to. I informed **** the decision was made and we will not, and he can pick up his vehicle or I can have it towed to him. He told me "I'm not going to f***ing pick it up and you can shove it up your ***" and then hung up. Proceeding that he did not want the offer, I called him back to notify him that storage fees of the vehicle will start immediately.  He told me to do whatever as Chrysler was going to pay them. I said that is fine. **** then proceeded to tell me how we just made a huge mistake, he has unlimited actions and legal at his disposal, he would protest on our business that we sell lemons with a sign(which lemons apply to new cars only not used, which is what the customer purchased), which I told him he would not be allowed to do on our business or property without a permit, which then he changed to the public corner protest. **** proceeded with his anger and threats. I told him again storage fees will start immediately, and he told me "To shove it up your *** you ******* ******" and hung up documented by the service manager in the office while present.

    The vehicle was picked up by the customer later that day and we did not touch it. With the threats of complaints before we even looked at the car, speaking to the  Chrysler area manager, the other dealership, and the har***ment we found it best not to do business. Our GM had previously tried to trade them out but due due to reasons were not able to make it happen.


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