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:05/02/2024

  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.

  Please see attached complaint form.

  took my truck to get fixed and it still has problem. I have to pay to fix it
  

  Business Response

  Date: 05/14/2024

  It is unfortunate the issues that Mr. ***** is having with his vehicle.  Our records reflect Mr. ***** may have purchased a 2018 GMC Sierra 1500 in August of 2022 which at time of sale had 149,000 miles.  This vehicle has not visited our service department since 2022, in which it had an oil change.  Due to the vehicle now having 190,000 miles, two years later, and the vagueness of the repairs needed, *** ****** CDJR of Yukon is declining in any responsibility of the needed repairs.

   

  Mr. ***** is always welcome to reach out and we will assist in finding something more affordable.

   

• Initial Complaint

  Date:11/03/2023

  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.

  We bought a used car from JCD on Dec 10th 2022. Took it home and 2 days later the passenger had light went out. I called *********** and gave us a new bulb to replace it. We replaced it and in 1 week it blew out again. We went to a parts store and bought another set. Replaced it again and a week later it blew again. We repeated this process 4 times with the same result. During this time (2 days after we bought the car) we started smelling antifreeze in the garage coming from the car. We took the car back to the dealership approximately 1 week after buying with both of these problems. The took my car for a couple days and returned it stating it was "fixed". A new water pump was installed and nothing fine about the head light, which is why we repeated buying new bulbs multiple times. A few weeks after that we noticed fluid on my garage floor under my car. Took it back into the dealership and was told "We'll take care of it. Don't worry". They kept my car again for 4-5 days and said everything was "fixed" again. Got it home and it appeared to be fixed for a month before seeing a small amount of fluid under the car from we'll to week. Fast forward to this week when a large puddle of fluid was found so we took it back up to be fixed again! They are now telling me it's not their fault and we are going to have to pay out of pocket to have it fixed properly/ safely for me and my family to drive in it! I need help please!!!

• Initial Complaint

  Date:09/25/2023

  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.

  05/24/2023 My mother and I went to buy a car. They took advantage of two females by selling us a car with a bad warranty that doesnt cover any fixes. When we drove it off the lot it immediately started acting funny. When I called the dealership they said they didnt care because it was my problem now and that they knew it was going to engine problems soon. I can never get the phone answered when I call to ask for information about my purchase like when I needed my warranty information.

• Initial Complaint

  Date:08/30/2023

  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 purchased a Ram **** Laramie from this dealership at the beginning of July 2023. I have had the vehicle checked out and this is the list of issues I have fixed or need to fix:-Rear parking sensor module is out -Toe alignment was off and needed 120$ adjustment -Camera and antenna in vehicle from previous owner removed (175$ labor charge to remove) and I did not sign a privacy rights waiver.-both rear tires had screws and nails and truck had almost flat tires the next day after taking it home (Tires were marked where there was a s**** which means the service guys at the dealership filled the tire with no repair and let me drive off with it like that)-Crank case filter/breather needed replacement (350$ parts and labor-not fixed yet)-I was told that since the parking module was of concern that signing up for warranty would cover repair for it, which it did not.It seems that this dealership urned this truck around to sell to me so quickly that no thought was given to whether it was actually ready or not and now I am dealing with each problem individually rather than having had *** Cooper take care of everything. When asking for the module or repairs to be done I was told that enough had already been done for me. I only managed a spare key and some floor mats out of the deal and nothing else. I am asking for the rear parking module to be replaced and/or fixed so that I don't get a needs service indicator on a new vehicle since the warranty will ot cover it. Sales rep:*****...Sales Manager: **********************. I will wait for a response in order to give a proper review of this business on *******

  Business Response

  Date: 09/07/2023

  We have been in contact with **************** and have made arrangements for him to return to the dealership at his convenience later this month to address his concerns and necessary repairs.

• Initial Complaint

  Date:08/24/2023

  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.

  The car I purchased began smoking in less than a month. I called the service department and they simply said it was because the oil was recently changed. Three weeks later I began to have engine faults to include a drive train malfunction. Once again I contacted the service department. It was a used car but a limited warranty was offered for three months. So I scheduled an appointment with the service department but the first available appointment was two weeks later. After almost a week at service I was told what they additionally found but they hadn't found a fix for the issue it was brought in. After attempting to reach the sales manager with no success (******), I was told by the service department that it would not be fixed. The issue was experienced and reported before the warranty period was over. The lim warranty also states that the engine and drivetrain is covered. I finally was able to reach ****** and he was no help. I asked for the car to be returned with my down payment refunded. He simply stated that it couldn't be done because it was out of the warranty period. I explained to him the sequence of events to show him that indeed the car was under warranty when the appointment was made. His response was it wasn't covered under warranty even though the warranty paperwork shows it is indeed covered. I asked to speak with the general manager. He gave me the name but refused to give me a number for him. He stated they don't give the number and he was out driving another car. I'm beyond frustrated and ****** never tried to help the situation. Never again will I buy a car from the company and want everyone to know my experience.

  Business Response

  Date: 09/08/2023

  The car I purchased began smoking in less than a week every morning when I start the vehicle . I called the service department and they simply said it was because the oil was recently changed. The problem continued I called twice in month in 2 and was told the same thing and that as long as it wasnt black the car was fine. Three weeks later I began to have engine faults to include a drive train malfunction that cut my car off on the highway with my child and grandchild in the car multiple times.Once again I contacted the service department. It was a used car but a limited warranty was offered for three months. So I scheduled an appointment with the service department but the first available appointment was two weeks later. After almost a week at service I was told what they additionally found but they hadn't found a fix for the issue it was brought in. After attempting to reach the sales manager with no success (******), I was told by the service department that it would not be fixed. The issue was experienced and reported before the warranty period was over. The limited warranty also states that the engine and drivetrain is covered. I finally was able to reach ****** and he was no help. I asked for the car to be returned with my down payment refunded. He simply stated that it couldn't be done because it was out of the warranty period. I explained to him the sequence of events to show him that indeed the car was under warranty when the appointment was made. His response was it wasn't covered under warranty even though the warranty paperwork shows it is indeed covered. I asked to speak with the general manager. He gave me the name but refused to give me a number for him. He stated they don't give the number and he was out driving another car. I'm beyond frustrated and ****** never tried to help the situation. After a complaint I was contacted by ***************************** the ****** Cooper *********** manager with no help. I was told they would fix the battery issue they found that might be part of the problem and replace the diaphragm that ruptured and valve cover gasket. None of which is the drivetrain. I asked if there was any further issues with the drivetrain or engine due to the original complaint and that the the diaphragm rupturing was blowing air in the engine instead of gas would they guarantee no further issues and was told no. I have reported this to the finance company that has also put in a complaint Id like a refund of down payment, payments lost and a release from this vehicle. Fair is fair Never again will I buy a car from the company and want everyone to know my experience

• Initial Complaint

  Date:08/07/2023

  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.

  Refund the car loan didnt go through since they didnt file paperwork and probably never approved ! I put **** after 1 month they didnt call me I called them and told me so advised return since I didnt have loan denied ! I jyst want **** back and hang up on u and lie.

  Business Response

  Date: 08/15/2023

  *** Cooper CDJR of Yukon was forced to have ***************** return the vehicle and upon arrival the vehicle had damage.  On August 9th a check was cut to ****************** for $3,030 ($5,000 - damages to repair).

   

  Should there be any more issues feel free to reach out.

   

   

• Initial Complaint

  Date:07/18/2023

  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.

  Traded in vehicle for $63,500 with a payoff of $57,613. The positive equity was to be rolled into a new Jeep Grand Cherokee. Upon negotiation of the deal, ****** in finance was informed we did not wish to add ANY additional warranties or service contracts onto the deal and he decided to indeed at a $4,000 service contract into the price. After 12 days the vehicle loan was not funded and the vehicle itself was malfunctioning. ***, the manager, agreed to take back possession of the new Jeep Grand Cherokee and not proceed with any deal since the paperwork was never completed. We handed over the keys and were told to expect an equity check of $5,887 in the mail. After 5 business days I was informed the deal was in fact funded after we returned the vehicle to the dealership.Chrysler Capital stated the dealership was supposed to reach out to them the moment they willingly took back possession of the vehicle and initiate a "dealer unwind". This apparently never took place and the dealership kept the vehicle. We are now without a vehicle or an equity check which would allow us to continue the purchase of another vehicle.

  Business Response

  Date: 08/08/2023

  The delay in response has been due to the dealership has been working with customer to rectify the situation with the alignment on his vehicle.  At this time we are working with customer to meet his requests.

  Thanks,

   

• Initial Complaint

  Date:07/12/2023

  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.

  1/12/23 I emailed and submitted a form for my extended warranty to be cancelled. My vehicle was purchased 11/2021 from *************. Was confirmed by *************************** (finance manager) on 1/12/23 the process will take ***** wks. 3/28/23 ***** emailed refund would be another 2 more weeks. 4/24/23 the cancellation was still being processed. 6/16/23 they had no update. I then started speaking to finance director ********************* who was trying to figure out where my check was. Thursday July 6th after being told I would get a call Monday (7/1/23) I was told ********* was paid out beginning of June 2023 and cashed a check. I then showed proof I no longer owed Santander, and now check is nowhere to be found. *** copper staff will not return my calls or emails on where my funds are at. Refund is around $2300

  Business Response

  Date: 07/27/2023

  Hello,

  We apologize for the extended delay in getting the warranty cancelled and processed.  There was a data input error when the contract was activated and there were additional steps and approvals to get it rectified causing the delay.

  At the time the cancelation form was completed and submitted to our corporate office, it reflects the refund to go to the lender and be applied to the outstanding balance.  If the lender does not reflect a balance on the account they will remit the funds to you.

  Attached is a copy of the check remitted as well as the cancellation form received.

  Should you need any additional assistance we will be happy to assist you.

   

   

• Initial Complaint

  Date:05/11/2023

  Type:Order 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 March 27, 2023 I purchased a "certified" 2021 Ram **** truck from the *** Cooper Dodge dealership in Yukon, ********. The purchase came with three oil changes and "Cooper Certified Pre-owned Limited Warranty" which is a 3 month or ***** mile warranty. I was told at the time of purchase and during a later conversation with the service manager at the Yukon dealership, that I could take the vehicle to any of the Cooper dealers to have the oil changes or warranty work done. The *** Cooper Dodge dealership in *******, ******** is closer and more convenient from where I live.After driving the vehicle for a month I was able to identify a few minor issues that I should have repaired before the 3 month / ***** mile warranty ran out. I called and scheduled an appointment with the service department at the Shawnee dealership for May 3, 2023 at 7:30am. I received an email reminder, and a text the day before reminding me of my appointment. I arranged for my wife to take off from work so she could pick me up. I had planned to leave the vehicle in stead of waiting. When I arrived I was told that I did have an appointment, but that they wouldn't be able to work on the vehicle because they were backed up by several days. The service manager couldn't explain why I couldn't have been called to reschedule my appointment. There was a comment about the main office was having some problems. The appointment was rescheduled to May 11, 2023 at 7:30 am. I discussed what my warranty needs were and the customer service representative noted them in the computer. On May 10th, the day before the appointment, I called to make sure that they would be able to receive my vehicle and do the needed repairs. I was assured that they would. I asked if there was any way the repairs could be done in a time where I could wait in stead of having to be picked up? I was told that he would check and call me back. Of course I was never called, so I made arrangements for my wife to take off from work on May 11th to pick me up. I arrived at 7:20am. One of the customer service persons came to look at the things I needed repaired. He told me that the "Cooper Certified Pre-owned Limited Warranty" wouldn't cover any of the item, that it, the "Cooper Certified Pre-owned Limited Warranty" only covered the engine and transmission. He said that there would be a $185 diagnostic fee, and that I would be responsible for the cost of any of the repairs I wanted to have done. Obviously I declined. I wanted to speak with the manager of the dealership, but at 7:30 in the morning no one was there. For the second time, my wife and I made the 30 mile drive home without any work being done. When I got home I found the paperwork and the "Cooper Certified Pre-owned Limited Warranty" document. It clearly stated that it covered more that the engine and transmission. I tried to call the General Manager at the dealership where I purchased the vehicle, but was told that no one was there, and that they wouldn't begin arriving until after lunch. I feel very out in the cold and very disappointed. Before buying this vehicle I look up *** Cooper on-line. His family has been doing business for 75 years. I especially like the Commitment to Values that was stated by their family, "Many things have changed for the Cooper family over the years, but one thing hasnt changed: our dedication to upholding the values exemplified by ****** and ******. These values are simple: be honest, value relationships, earn and keep the trust of our customers, treat people like we want to be treated and be easy to do business with." Unfortunately, I haven't found that to be true.I'm still waiting to see if they'll honor their commitment before either the time or mileage run out. What a hassle!

  Business Response

  Date: 05/17/2023

  *************** had reached out via phone to schedule an appointment with our *************************** (BDC) on May 3rd with concerns on his newly purchased used vehicle (2021 RAM ****). We had been having an issue with internet and phone connectivity after a tornado came through our town, which delayed many jobs that were still here at our facility. When **************** arrived the morning of May 3rd, we were still behind and still with no working phone or internet, and I told him it would be a few days before the vehicle could be seen by a technician.  
  
      **************** did not want to be without the vehicle for that long,so we rescheduled him a week later to May 11th. When he arrived for the next visit, a service advisor greeted him and went over the concerns with the vehicle. He had purchased a certified pre-owned vehicle that came with a 3 month/3000-mile limited warranty and there were concerns that might be covered under the contract but would require dedicated diagnostic time that required the customers authorization before any repairs could be authorized by the limited warranty company. Per the limited warranty contract, the customer is responsible for the authorization and payment of any diagnostic fees in the event that the complaint is not a covered component under the certified limited warranty. **************** was not aware of this and declined any work being performed and left again for the second time with unresolved concerns.
  
         We have contacted **************** offering to pick up his vehicle from his house/business the next day and bring it back to the dealership, waive the diagnostic fees and troubleshoot his concerns and submit them to the warranty company for approval.He has agreed to this arrangement and the vehicle is currently at the dealership.

  Customer Answer

  Date: 05/24/2023

   
  Complaint: ********
  
  I am rejecting this response because: I havent received my vehicle back from the service center. Hopefully, Ill have very good news to report soon, but until the process is over and the vehicle is returned, Id like to keep the open.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/12/2022

  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.

  Vehicle is inadequately identifying an object and activating the emergency break.Main concern as my wife is 8 months pregnant and our baby will be here in less than 6 weeks vehicle is not safe and continues to jerk her putting my family in danger. Car play connectivity and glitching Memory seats/massage seats stop working randomly Screen will turn black while in use While in reverse the front sensors beep The steering wheel buttons on back left side are not functioning properly Rear view mirrors stay in a downward position once vehicle is put in drive Back sensors do not activate while in reverse.When vehicle is turned off the inside electronics remain on.Below are attached documents of the dealership service paperwork, the vehicle is now back at *** Coopers service department for the same concerns as the vehicle is still malfunctioning and continues to evolve in more issues, per the last 3 issues started happening once the vehicle was returned this last time (Nov 28th) Pictured below is a puddle of fluids under my vehicle while setting at dealership, I was told this was condensation, also the update done to the electronic system showed a failed code once we received the vehicle back.During this time we were also told our vehicles transmission pan needed to be replaced(another concern as this is a brand new 2022) I purchased this as a family vehicle and do not feel safe having my wife and new baby's safety at risk due to electronic and safety hazards. Its been difficult getting scheduled at the dealership to have these concerns fixed, Its consumed tons of time and lost hours of work to schedule appts and drop vehicle off for repairs, that have not been resolved. At this time the dealership is unable to get us a rental as I am down to one vehicle for my wife and myself, while vehicle is back for diagnostics and repairs

  Business Response

  Date: 12/19/2022

  Upon receiving complaint customer was contacted and we have possession of the vehicle and customer was given loaner.  The vehicle's problems are a manufacturing issue and are working with the manufacturer on options.