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:02/16/2024

  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.

  5/23/23 I had my vehicle towed into Midas because my vehicle wouldn't start. When I got to Midas I was informed that both batteries in my vehicle needed to be replaced. We opted to get the oil changed as well because I was only 10 miles away from needing an oil change. I picked my vehicle up from Midas on 5/26/23 because one of the batteries needed to be ordered. 5/27/23 I started to feel a slight jerking sensation when I press the gas. 6/2/23 I took my truck back to Midas I was informed that oil was mixing in with the coolant. I had my vehicle towed to Antwerpen, Jeep and Ram dealership. They kept my vehicle from 6/2/23 until 9/28/23 without offering me any kind of loaner or rental. I picked my vehicle up on 9/28/23 and the same issue was still occurring (oil mixing in with the coolant) I contact the Dealership and had my vehicle towed back to them. The second time I demanded a rental that was fully covered by them and I did receive one. I picked my vehicle back up on 11/24/23. (Remember that I said the oil was mixing in with the coolant)? The oil that was leaving the oil pan was never replaced, in result of that I was on my way to work on 1/2/24 and my vehicle cut off and transmission light came on. I had my truck towed back to them on 1/8/24 and they have yet to start to work on my vehicle and they are not offering me a rental and they keep saying they do not offer loaners. I work overnight 7 on 7 off from 8pm to 630am, I pay 560 dollars a month to get back and forth to work. That total is more for the month for day to day things such as the market, doctors appointments, and paying for rides to get my day to day household supplies. I haven't paid anything to the dealership as far as my trucks repairs but due to their negligence I have had to pay an enormous amount of money and now that my truck is back in the shop I have to pay again to get back and forth to work and everywhere else because they will not pay for a rental even though it is due to their negligence.

  Business Response

  Date: 02/21/2024

  The customer's vehicle came in on 6/2/23 with 54,155 miles having previously been at another shop due to oil and coolant mixing. The engine was damaged due to driving in this condition. Antwerpen CDJR replaced it under powertrain warranty on 9/8/23. The reason it took three months is that the required parts were on back order. 
  
  The vehicle came back again on 9/28/23 with 55,233 miles due to overheating. We found vehicle still had oil in cooling system and replaced the radiator, heater core, and reservoir to remove the remaining coolant. We completed repairs on 11/21/23 - again due to back order parts. Afterwards the vehicle was no longer overheating.
  
  The vehicle returned on 01/16/24 with 58,081 miles for a transmission concern. At that point we found the transmission cooler had failed and was the original cause of the oil/coolant mixing which is not a covered under the powertrain warranty. Mopar declined the transmission. We are currently petitioning for a goodwill replacement on behalf of the customer.

• Initial Complaint

  Date:01/05/2024

  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 took my car to Antwerpen location for a check engine light on December 4, 2023, on December 19, 2023 I returned it back to Antwerpen for the same check engine light and now it's leaking Antifreeze, I was told someone would contact me with status that never happened, everytime I call, I was informed that my vehicle is in the engine tear down as part of the performance inspection and the warranty coverage hasn't been notified because the 6 hour diagnostic test that's continuing for 2 weeks is apart of performance inspection and they haven't found out what the problem is. Everything I called a service representative I've been pasted around to several employees, stating that the manager at a meeting, on lunch not in the office or didn't come to work, I also was on the phone with supposedly the general manager and all kinds of phone games and as of January 2, 3024 My car not fixed, no one has contacted me with updates or vehicle status and I'm going on 2 weeks of out of pocket car rental, this is totally unacceptable

  Business Response

  Date: 01/05/2024

  The customer had his vehicle in for service on 12/04/23 for a check engine light. At that time the vehicle had a stored fault for misfire but passed testing. ***** had a technical service bulletin to perform a software update prior to any other repairs. The customer then returned for service on 12/20/23 stating the engine light was back and the vehicle now has a coolant leak. We found cylinder 4 is now actively misfiring and coolant leaking in to that same cylinder. We informed the customer we would need to perform engine tear down and that is would take a while with the upcoming holiday. After performing teardown, we found internal damage to the cylinder head and started a claim with ***** under his limited preowned extended warranty. As of 01/05/24 we are still waiting for an approval from ***** for his repairs. The customer has spoken to service manager, the general manager, and three of our advisors who have all informed him it is a lengthy process to gain approval for these types of claims. We will keep the customer updated as we receive information back from *****. Until we have an approval ***** will not pay for a rental; and once approved they will only pay $35 a day for a maximum of 5 days based on the terms of the warranty sold to the customer by another dealership.

• Initial Complaint

  Date:11/20/2023

  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.

  Good morning, I'm ****** ***** and I'd like to issue a complaint regarding the solicitations
  my mom, Lisa L. *****, has continued to receive from Maurice ******** at this dealership.
  My mom has kindly and repeatedly requested to this establishment to cease the solicitations
  to her home. If this continues, Ms. ***** will report Mr. ******** to the Office of the Attorney General for harassment I will also report this establishment *** ********** ** *** ******* ************ ******** ***** * ***** ***** *** ******** *********** *********. Ms. ***** is not interested in purchasing another vehicle from this dealership. Please let me know if you have any questions or concerns regarding this matter. Thank You, ****** *****

  Business Response

  Date: 12/11/2023

  We can find no record of this individual being a customer of Antwerpen Chrysler Dodge Jeep Ram. Please provide a picture of the solicitation so that we can further investigate and resolve the issue.

• Initial Complaint

  Date:06/27/2023

  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.

  Went in for an oil change. They change the oil and created an oil leak that spilled all over my new driveway. went back to the dealer and ****** said it was a spill in the intake manifold and spent the time cleaning it. asked if they checked underneath the vehicle and they said yes. Brought the car home and a bigger oil leak started. They never checked the oil pan where it was leaking. I went and got a second opinion they found the following : inspected engine for signs of residual oil from a spillage. Does appear that oil may have been spilled topside when filling engine with oil. That oil appears to have been cleaned off pretty well.Only visible spot where oil is dripping from underneath vehicle appears to be oil drain plug. Drain plug appears tight, does not move with wrench on it. However, drain plug appears to be slightly crooked. Suspect that drain plug is cross threaded into oil ****** start, can remove oil drain plug and see if threads on pan can be repaired. If able to repair threads on drain pan, can replace drain plug and refill engine oil. If unable to re thread oil pan, will have to replace oil pan and drain plug. Will need lower oil pan, rtv, drain plug, and oil.The dealer ****** told me I can bring it back in, they will fix it and we can part ways. ***** was very dismissive. I want compensation for fixing, a refund for the oil change package, and time 4 hours of time spent for fixing this issue.

  Business Response

  Date: 07/12/2023

  As the customer noted, we are willing to repair the leak as a first step. They need to schedule an appointment so that we can ensure a loaner vehicle is available to minimize the inconvenience.

  Customer Answer

  Date: 07/12/2023

   
  Complaint: 20242521
  
  I am rejecting this response because: Antwerpen had an opportunity to fix this leak and failed which caused severe damage to my driveway. They said they lifted the car which they clearly did not per pictures. I had the repair fixed by a competent automotive service and would like full reimbursement of replace drain plug and gasket for ****** and vehicle inspection for *****. In addition, I would like full reimbursement of the oil change package that was purchased. 
  
  Sincerely,
  
  **** ***********

  Customer Answer

  Date: 07/13/2023

  Please see invoice from EMP and Antwerpen has original cost for the oil package. 

  Customer Answer

  Date: 08/05/2023

  i submitted the requested cost for repair and reimbursement's in a Priors email did you not get them

  Customer Answer

  Date: 08/05/2023

  i submitted the requested cost for repair and reimbursement's in a Priors email did you not get them

• Initial Complaint

  Date:01/17/2023

  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 dropped my car off January 4th for a message on my dash that said Electronic Stability Control error. They had the car a couple days upon picking up the car on January 9, I saw my receipt said that the Automatic Break System was checked, air pump for breaks was changed but still saw the message on dash that said Electronic Stability Control error. They kept the car and on January 11 released the car again this time no errors. On the morning of January 12th the check engine light came on and this time the error read Engine oil pressure control circuit struck off. Opened the hood to check my oil, not a drop of oil in my vehicle. Once again took it back on the 12th for them to check it out and still no response. I have 3 children and this is frustrating when this is the only car you have to get around. There is no communication, they never answer the phone.

  Business Response

  Date: 01/18/2023

  The customer dropped vehicle off the evening of January 4 for ABS warning light on instrument cluster. Vehicle was diagnosed the following day (Jan 5) and found malfunction with electric vacuum pump. The extended warranty provider approved repair and parts ordered. The customer was made aware of deductible cost.
  
  
  
  While repairing vehicle on Jan 6 the technician found the vehicle would not start and needed jump start. Advisor confirmed that the auxiliary battery was failing and was recommended on prior visit on October 21, 2022. Advisor called customer - again on Jan 6 - and recommended this replacement. The customer declined and said they could get it cheaper, advisor offered discounted price on battery while vehicle was in for repairs. Customer declined and said they would perform replace it themselves and only wanted what extended warranty would cover.
  
  
  
  Once the repairs were completed on Jan 6, the customer was informed vehicle was ready and advised would need to be jump started. The customers mother called on Jan 9 and stated vehicle was only here for starting issue and wanted to know why it was that issue not repaired. The manager informed her that son dropped off vehicle for ABS light and never made us aware of starting issue to which battery had already been declined on prior visit. The customer picked up without replacing battery.
  
  
  
  The customers mother called again Jan 12 and said after they replaced battery engine light was on and vehicle a didn't have oil on dip stick. The son dropped off car evening of Jan 12. The next day (Jan 13) the technician checked vehicle and found oil on dipstick. However, there was a fault for oil pressure sensor and fifteen other faults related to battery being replaced without system reset. Customer was informed on Jan 13 that we would need time to diagnose new fault and call extended warranty company.
  
  
  
  On Jan 16, the technician diagnosed vehicle with oil pressure below factory specifications at oil pump and after removing intake found small leak at oil cooler. Extended warranty approved repair and the customer was updated. The customer asked why this repair was not completed on the first visit and was informed that with no fault in system - either by customer complaint or reported via diagnostic - at that time. The technician completed repairs on Jan 17 and the customer picked up same day. Please see attached copies of vehicle scans with dates.
  

• Initial Complaint

  Date:09/23/2022

  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.

  I 20 August 2022 purchased a new 2022 Grand Cherokee Trail Hawk from Antwerpen Dodge Chysler Jeep at **** ********* National ***** ********** ** XXXXX. I am very unsatisfied with the monthly payment that I was given from them. The salesman knew from the being that he was charging me way too much for the vehicle and the monthly payment. The salesman, also stated in the being the the Trail Hawk was a 2023 and then at the last minute while complete the paperwork, then stated that the Trail Hawk was a 2022. I had initial concerns about the payment and stated that to the salesman, who then said they could not take any money off the list price, which he knew was a lie too. After signing all paperwork the salesman stated that he and his other salesman would not be in on the upcoming Monday and that my vehicle was ready yet and it would be deliver to me on Tuesday. This was only a tactic to ensure the 2 day cooling off period would be over and that I would not be able to cancel the contract and return the vehicle to them. On top of that the new vehicle already has a problem with one of the windows. There should never have been a problem on a new vehicle. The bottom line is the salesman lied to me about the price and knew that the vehicle monthly payment was way too high and set it up that I would not be able to return the vehicle prior to the two day cooling off period by Maryland Law. I request you assist me in having this current contract for my vehicle cancel and getting a new one. I have already contacted Juillett ***** the General Sales ******** with my complaint and request for a new contract with an honest monthly payment. I also, have complete numerous costumer service reviews stating my displeasure with this contract to now avail.

  Business Response

  Date: 12/21/2022

  Business Response /* (1000, 20, 2022/10/27) */
  The customer did not agree to the offer made by the sales manager mentioned in the original complaint. That offer is still available to the customer.
  
  
  Consumer Response /* (3000, 27, 2022/11/04) */
  Do not understand the reply from Dealership that the offer is still open. Are they going to cancel my current car contract or not?
  
  
  Consumer Response /* (3000, 33, 2022/11/23) */
  LC 11/23/2022 (BBB note): BBB asks that the business advise of the offer made by the general manager initially. This information is needed so that we can work to closing the complaint.
  
  
  Business Response /* (4000, 35, 2022/11/28) */
  The offer was to address the repair of the vehicle.