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:07/08/2025

  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.

  I purchased a Vehicle from this dealer 5 years ago, after the deal was made I was brought into a small room where I was pressured in buying additional service, rims and wheel insurance. When I got home, I realized I didnt want the extra insurance and called the dealership, I spoke with a salesman named ******* ******** and explained that I no longer wanted the extra insurance, and he said ok no problem, I have the email stating this agreement from the salesman, I asked if the added money to my payments would stop immediately, he said no it would come off at the end of the payment schedule, well I recently paid off the vehicle, and Called them about the money owed to me, which adds up to over $1000. At first they told me to contact Ally, who I made my payments to, now refuse to respond to my emails and calls. My next course of action will be small claims court

  Business Response

  Date: 07/08/2025

  The product was cancelled and ALLY was sent the amount of the cancellation which was $851.76.  This amount should have reduced the balance on the loan.  That is how the customer will receive the credit for the cancellation.

• Initial Complaint

  Date:02/04/2025

  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.

  Thank you for your assistance. It is a great service you provide the consumer. Bedford Chrysler Dodge Jeep Ram leased my wife and I a Dodge SUV. Soon before we picked it up from the dealer, they added an insurance 'extra' (**** Bundle Package Contract # ************ We were misinformed by their finance/sales department that it was an $85 monthly full insurance extra and we would have the details emailed to us later that same day. We never received the documents so we could verify the verbal promises that were indeed false. We then discovered many false promises of coverage. When we (repeatedly) requested the promised documents, we were informed that the dealer's financial salesman was fired soon after selling us the package. We immediately requested they cancel it, and we also put a direct request in writing (please see copied email) to **** and the dealer. Upon calling the leasing company, **********, today, I was informed that the promised credit of the **** Bundle Package extra was never credited. We are still paying the full amount of the lease with the long cancelled package included in the price. I hope you can help us. Thank you, *** ********

  Business Response

  Date: 02/04/2025

  Good afternoon,

  I'm sorry that there must have been some type of miscommunication, because this was refunded as requested. Please find attached a copy of the check sent to ******************** for the total amount of $1686. That amount will not lower your contracted monthly payment, but will come off of the total amount owed to the bank. It will be used by the bank as if you made an additional payment of $1686 towards the balance of your financial contract. I hope this clears up any confusion. Thank you.

  Customer Answer

  Date: 02/06/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ****** ********
  
  
  
   
  
  

• Initial Complaint

  Date:11/13/2024

  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.

  I leased a Jeep Grand Cherokee 4xe starting in April 2023, on a 39 month lease. Since the start of the lease I have had a multitude of issues with the car. Issues of heat, defroster, battery coolant, battery not able to be charged due to risk of fire. Currently I am unable to charge my car due to risk for fire and Jeep said there is nothing they can do. My heat is now not working for the second time, my car defroster is not working. The car itself is charging as a drive which is a safety hazard as there is a recall that if the battery charges it can catch fire. I have filed many complaints with **** in attempt to end my lease early and they say there is nothing they can do for me.

  Business Response

  Date: 11/14/2024

  Good morning *** ****,

  We were unaware that the heating elements in your vehicle are once again not working. We invite you to make an appointment with us to diagnose and fix that problem in your vehicle, as this is new information to us. As far as your recall is concerned (and this complaint that you've filed against us at the dealership level), we have to wait for Stellantis (Jeep) to come out with a remedy for the recall. We have absolutely zero control over this process. Your complaint with the BBB against us is misguided, as you should be filing formal complaints with ********** about the recall that is their responsibility. If there is no fix for the recall from the parent company, the dealership has no way of creating a safe remedy. If you are looking for a replacement vehicle as is mentioned in this complaint, that request is determined by the coporate offices, not by the dealership.

  Please let us know if you'd like to come back in so we can take a look at the heat/defrosting issue you are having so that we can accommodate that part of your concern. 

  Thanks,

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

  Customer Answer

  Date: 11/14/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  **** ****
  
  
  
   
  
  

• Initial Complaint

  Date:12/19/2023

  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.

  We purchased a Jeep Grand Cherokee in December 2022 The cost exceeded $80K USD The business committed to a loaner car when service visits were needed The business has now indicated there are no loaner cars available There have been multiple discussions with the service department and up to/including the sales manager where we have confirmed our only option is to rent a car, and we would be reimbursed - through some process that was not communicated.

  Business Response

  Date: 12/19/2023

  Good day **************,

  I appreciate you bringing this to our attention and we apologize that there were no loaner vehicles available on the day you came in for an oil change and a quick software update. As we do provide loaner vehicles at our dealership, we have access to only 15 vehicles at a time. Unfortunately when you came in for your maintenance, all of our loaner vehicles were out with customers that had far worse concerns with their vehicles and were unable to physically drive them. We need to prioritize our loaner fleet for those customers that need to leave their vehicles with us for extended periods of time. As much as we would love to be able to give every service customer a loaner car, even if it is for quick service, that is just not a possibility at this current time. With so many parts being on back order and the supply chain being very delayed this year, loaner vehicles have been less available. I'm happy that we were able to get your services done and you were able to get your vehicle back within 1 hour and 24 minutes from the time you brought it in to the time it was finished. I hope this explained how the loaner fleet is available to our customers, and I want to also confirm that you would also be eligible to get a loaner vehicle from us under different circumstances. You also have the option to rent a car from a rental car company and get reimbursed from Stellantis directly if you are ever in this situation again at a Stellantis dealership. 

   

  Thank you,

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

  Customer Answer

  Date: 12/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Please allow me to respond point-by-point.

  ________________________________________

  From the Dealer:  Unfortunately, when you came in for your maintenance, all of our loaner vehicles were out with customers that had far worse concerns with their vehicles and were unable to physically drive them.

  Response:  This was service appointment was planned a few weeks ahead of time, and we were told when the appointment was booked that we would not be able to have a loaner.  Nothing about this complaint has anything to do with what was available that day.

  __________________________________________

  From the Dealer:  As we do provide loaner vehicles at our dealership, we have access to only 15 vehicles at a time.Unfortunately, when you came in for your maintenance, all of our loaner vehicles were out with customers that had far worse concerns with their vehicles and were unable to physically drive them. 

  Response:  This absolutely confirms my complaint.  We were told loaner vehicles were provided; however, we were never told how these would be prioritized.  It should also be mentioned this was never mentioned in recent discussions, so the dealer's response to this complaint is the first time this has been mentioned.  Please also note it is not the customer's responsibility to manage the loaner fleet if the dealer is unable to do this efficiently.

  ________________________________________________
  

  From the Dealer:  I'm happy that we were able to get your services done and you were able to get your vehicle back within 1 hour and 24 minutes from the time you brought it in to the time it was finished. 

  Response:  The appointment had to be scheduled on a Saturday so we could wait for the car.  The amount of time it took to perform the service is irrelevant to the fact we were told loaners would be available, and now we are being told they are not.

  ___________________________________________

  From the Dealer:  I want to also confirm that you would also be eligible to get a loaner vehicle from us under different circumstances. 

  Response:  What circumstances?  Please detail what makes one eligible, and why this was not explained at the time of purchase.  I am surprised this was not included in the dealer's response.

  _____________________________________________

  From the Dealer: You also have the option to rent a car from a rental car company and get reimbursed from Stellantis directly if you are ever in this situation again at a Stellantis dealership. 

  Response:  This has been mentioned twice, but we have never been shared ANY information around how to do this.  From a customer's point of view, this process should be managed by the dealer.

  _____________________________________________

  Final comment.  We would like to schedule our next oil change on July 1st, 2024.  Please confirm a loaner can be made available.  Certainly six months in advance is adequate notice to provide a loaner.

  Sincerely,
  

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

  Business Response

  Date: 12/21/2023

  Hello again.

  The fact that the service appointment was made in advance still does not guarantee that a loaner vehicle would be available for routine maintenance at the time of your appointment. There's no way to determine how many off-road concerns we have at any given time in order to schedule a loaner vehicle from our fleet of 15 for oil changes. I'd ask you to put yourself in the position of the customer that has a vehicle that has a blown engine or transmission that does not have a vehicle to drive and relies on us to provide them transportation. Wouldn't you want those types of repairs to take precedent over an oil change customer? I wish there was a better explanation for this, but that's just the reality of the situation. We also do provide a shuttle service if you do not wish to wait at the dealership for service to be completed on your vehicle if you would like a ride within a reasonable distance from our store (***** mile radius). I again want to explain that if you were a customer that had a vehicle that needed extensive work beyond the scope of routine maintenance, you too would get a loaner vehicle. At this point we do not have the luxury of providing them for a couple of hours out of a day when there are customers that have a much bigger need for them.

  Also, the number for Stellantis customer care is ************. They would be able to assist you in getting reimbursed for a rental car from a rental company if you choose to get one from one such as Hertz or Enterprise etc.

  Lastly, we would be happy to accept your appointment request for July 1st, ****, but want to be sure that I am not confirming that a loaner car will be available that day if this is just for an oil change. 

   

  Thank you.