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:05/29/2025

  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 scheduled and appeared for regular maintenance/service of my 2018 Jeep Wrangler. I opted to stay and wait for the service to be completed due to the service ************* of time to complete. However, an extended period time lapsed when the *** advised that there was an accident and my Jeep top was damaged. The dealership provided a discount for the extra time and inconvenience and also promised to ***lace the top. This occurred in January and after speaking with the service *** I returned my Jeep for the ***lacement, because the damage could not be ***aired. I dropped off the Jeep on February 8th and had no communication with the dealership for two weeks despite ***eated calls. I left a voicemail for the service manager and subsequently received a call from the service *** to inform me that he did not know where my Jeep was, that it may be at the body shop and would get back to me. About two weeks later I was advised that they could not ***air the Jeep top and that a new one would be ordered. It was scheduled for delivery on March 7th and to being the Jeep back that day. When I dropped I appeared there was an issue with the top and they needed it overnight. The "new" top was installed and it was returned the following day. However, after inspection I found that the top was not new, it did not match or fit with the front portion of my Jeep, they did not install it correctly or use the necessary screws/fastener. The ***laced top is visually mis-aligned and now leaks. Also it seems that the frame was twisted at the time of damage, because the driver side doors are hard to operate. I've discussed this with the service *** and left voicemails which have not been returned. Most recently I called on May 29th, but was left on hold for an extended time that ended in no result as the *** was not available.

  Business Response

  Date: 06/09/2025

  We have made an appointment with the customer to come into our ************ location on 6-10 to look at his concerns.  I will update once we have a resolution

• Initial Complaint

  Date:01/29/2024

  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.

  November took my car 2014 Jeep Grand Cherokee to have an oil change and issue with A/C not working. They did $2500 of work on the vehicle. The car then began to start over heating took it back again and they found another $600 of issues. Car still over heating brought back and now they say its another $1000. They clearly did something incorrectly to the vehicle and now Im paying for their error.

  Business Response

  Date: 01/29/2024

  Customer came in 11/8/23. At that time we performed a lube oil filter, front and rear brakes and a oil filter housing for an oil leak.  Customer came in on 1/22/24 saying the radiator that we previously replaced is leaking - We inspected and found the thermostat housing leaking.   Unfortunately the customer now needs a new radiator which he believes we had done in the past on his vehicle as he stated on 1/22/24 when he was in for the thermostat leak. .  We did not ever replace the radiator which is causing the over heating problem.  Currently the vehicle is sitting waiting for authorization for repair.  The vehicle is a 2014 Grand Cherokee with 125k miles on it and out of warranty.  No error was committed by my service team, and the customers accusation of us doing a radiator replacement prior is false.  

  Customer Answer

  Date: 01/29/2024

  
  Complaint: 21214382
  
  I am rejecting this response because:
  
  I never said the radiator was leaking. I went back into the shop 1/22 because the vehicle was over heating. They said it was the issues listed and I paid for it to be fixed. I brought the back today 1/29 because the vehicle is still over heating and now they said its the radiator. When do the excuses stop. When I run out of money? Whatever work they did was done incompetently. Now they want me to pay for the damage done to my vehicle. 
  
  Regards,
  
  *************************

  Business Response

  Date: 01/29/2024

  I never said ************** said the radiator was leaking, my service manager stated ************** said we replaced it in the past which we did not, we fixed a leaky thermostat on the one repair, unfortunately it needs a radiator to address the overheating issue.  I will ask my service manager to discount this repair to employee pricing if ************** elects to have the repair done.  Once again we did not do anything wrong and I am going to have my service manager reach out to ************* to review everything with him.

  Customer Answer

  Date: 01/29/2024

  
  Complaint: 21214382
  
  I am rejecting this response because:
  
  They call to put blame on me. This is a poorly run business. Car was damaged in November brought back 1/22 to correct said damage and 1/29 brought back again for same issue and now its something completely different. Why wasnt the radiator checked the 1st time or the 2nd time? Because of incompetence. I brought the car to another shop. Please BBB keep this on record for the next person. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:10/06/2023

  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.

  Car has been in **************** for 1 month. Representatives fail to call me to give an update. Wont answer calls or return messages or give updates. Out of a car for 1 month now only 40k miles. ************ keeps giving me runarounds

  Business Response

  Date: 10/19/2023

  The customer needs a transmission in the vehicle the transmission has arrived we are still waiting for a cooler which is on back order to be able to install the new transmission.  The customer has been provided a rental vehicle since Sept 30th so they are not without transportation and there is documentation of multiple contacts with the customer regarding the repair.  It is covered under warranty with no cost to the customer so I am not sure what refund the customer would be looking for since they are not with out transportation and the repair is under warranty.  We are doing our due diligence to get the cooler and finish the repair as soon as it becomes available.

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

  General Manager

  Nielsen Automotive Group

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

  Customer Answer

  Date: 10/23/2023

  
  Complaint: 20704563
  
  I am rejecting this response because:
  The transmission broke down in July , I called and the dealer said I cannot bring the car in until September 5th, so actually for your Information I was out of transportation from July until September 30th. I asked for a loaner when I dropped car off September 5th and was informed they do not provide loaner vehicles. So It has been from early july, and still till this day I do not have my vehicle back
  
  
  Regards,
  
  *********************************

  Business Response

  Date: 10/31/2023

  We provided a rental from September 30th, he dropped the vehicle off for repair on Sept 6th, if the customer provides me with a copy of the rental bill from September 6th through the 30th I will be happy to submit it to Stellantis for reimbursement.  I can not promise the manufacturer will pay but we will try to get the customer reimbursed for the rental.  He can submit to my email **********************

  Customer Answer

  Date: 10/31/2023

  
  Complaint: 20704563
  
  I am rejecting this response , all you talk about is reimbursement for a rental vehicle without acknowledging the fact that my vehicle broke down in July I called the dealer and they said the soonest I could bring It in is September so I was out of my car from July-September 30th. I dont want your money. I just want you to know that you and your employees at Nielsen dodge of ********** should be embarrassed because you are all very bad at your job. I will be letting everyone know not to spend their hard earned money there because you guys do not care about your customers at all. You just want to take their money and leave them on the dust. You should be ashamed, what a terrible work ethic at Nielsen dodge of **********. All for yourselves, a bunch of no good used car salesmens. ABSOLUTELY PATHETIC 
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:02/15/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  This business continues to send US ************** mail to my late husband. My husband passed away November 18, 2021. We purchased two cars through this dealership. The car my husband drove has been sold. The title and registration of the other car have been transferred to my name.I have called and emailed multiple times asking for this to stop. I have heard every excuse under the sun (we dont know where the mailings are coming from, etc.) but nothing is ever done. No one will take responsibility to find out where the mailings originate from. ***************************** ****************************************************** Please help me.