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Business Profile

New Car Dealers

Monroeville Chrysler Jeep

Complaints

Customer Complaints Summary

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

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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:03/11/2025

    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.
    7/22 took my truck to Jeepb had a diagnostic done and set up to do some repairs for inspection I had a check engine light was told it was an egr valve..I paid for repair..862.16 took back on 7/25 for inspection. Two weeks laterCheck engine light came on again .i was told I probably needed to replace egr cooler Took truck back fixed egr cooler and a leak ****** Light came back on in two weeks later .the did another diagnostic and told me it would be roughly $1100. I needed to work some overtime so I can raise that kind of money to get my car properly repaired. I brought it back to them February 5. Had it repaired for 1115.98.February ******************************************************************************************************************************************************************** so I wasnt very happy. You told him that you know I felt like theyre dropping the ball and a lot of this stuff is just keeps coming back for the same stuff so instead of him charging me 1432 he charged me $900, he repaired the car. I picked it up on March 5. This time they gave me a loaner. I gave him another $898.91 took my truck home February 7. The check engine light came back on this check engine light that keeps coming on And I feel as though theyre just charging me to replace parts that I probably really didnt need instead of properly diagnosing the vehicle in the first place and having me repairing what needed to be repaired every time I go there they say something different and I just am not believing them at this point I think that theyre giving me horrible customer service that Im being overcharged And that Ive lost a lot of overtime money and a lot of activities not having my car. They only gave me loaner the last couple times all the other times I was without a car paying lift and **** at this point I thought, though they owe me some of my money back and they owe me to properly fix my vehicle .

    Business Response

    Date: 03/17/2025

     

    Re:23046455
    Maltarhea Holden

    The vehicle was brought to the Dealership on 7/22/24 for a check engine light. The vehicle
    was low on oil and a code was present for an egr valve defect. We replaced the defective
    valve and performed an oil change. The customer was informed that if the light came back
    on it could be because of a defective egr cooler. If the cooler failed, replacement cost
    would be around $864.00 plus tax. Ms ****** paid for the egr valve replacement. She
    returned on 7/25/24 for a state safety and emissions inspection which it passed. No check
    engine light present.
    The vehicle returned 12/13/24 with an additional 7785 miles on the odometer. The check
    engine light was on. Diagnostics performed and the technician found the left rear cam
    sensor, the egr cooler and both batteries needed replaced. The only code that was the
    same was the egr code and the customer had already been informed at the previous
    service that it may return. During diagnostics the technician found the engine was low on
    oil. He replaced a defective oil filter housing that was leaking. It was covered under her
    powertrain warranty. The customer elected to pay to have the cam sensor replaced and the
    batteries were replaced under a parts warranty at no charge to the customer. The vehicle
    returned on 2/5/25 to have the egr cooler replaced. The vehicle returned 5 days later with
    the light on again. Diagnostics were performed and 2 new codes were present. A multiple
    cylinder misfire code and a o2 sensor code. The spark plugs needed replaced due to the
    age and mileage on the vehicle and the o2 sensors were fouled due to the oil leak
    previously repaired. The customer was given an estimate of $1432.00 plus tax for the repair.
    As a goodwill gesture, I discounted the repairs by $533.00 and gave the customer a free
    loaner to use while we fixed her vehicle. The vehicle returned on 3/10/25 with the light on.
    Diagnostics preformed showed that there was an internal engine repair needed consisting
    of camshafts and related parts. This repair is covered under the vehicle's powertrain
    warranty with a $100.00 deductible. Again, as a goodwill gesture, we absorbed her
    deductible and gave her a free loaner during this most recent repair.

    Ms. ****** has been treated fairly every time she brought her vehicle in for service. I truly
    understand her frustration with the numerous repairs that had to be made in order to turn
    the check engine light off, but each and every repair has been a separate issue. The check
    engine light will come on for many reasons and no one can predict when and why it
    happens. We can not be held liable for a warning light that suddenly comes on for, in this
    instance, 6 different system failures.
    We appreciate Ms. ****** as a customer and want her to continue to use our service
    department to service her vehicle.
    Sincerely,
    ******* ****, Service & Parts Director
    Monroeville Chrysler Jeep Dodge Ram
    ************
    phil@monroevillechrysler

     

     

    Customer Answer

    Date: 03/18/2025

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    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. 
    After this last repair. The vehicle is running satisfactory, but shown and they should have been informed me instead of clearing them out so the vehicle couldve been fixed properly and I feel as though the oil leak that they repair they shouldve been solved and told me the damage that it cost in the vehicle so we couldve had it repaired properly a long time ago instead of causing me inconvenience to keep coming back. Yes the car is running fine now after the sixth time being there
    Regards,

    Maltarhea Holden
  • Initial Complaint

    Date:10/01/2023

    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.
    We purchased a new vehicle on 9-23-23 at this dealership. According to vehicle sticker a specific item wasn't in the vehicle. The should have included a 21 full spare tire, but didn't. Upon inspection after the purchase. We discovered a doughnut tire was placed in the spare tire section of the vehicle. I've informed the salesman and general manager of this matter several times. I've contacted jeep corporations and gave them the Vin number of the vehicle. The jeep corporation confirmed a full size 21 inches wheel with rim should have been included with our vehicle. I've contacted the dealership and the corporation numerous times and still no resolution has happened. I asked about the cargo net for our suv and it also has not been resolved. Do I have vehicle the legal right to return the vehicle because of false representation and failure to deliver all parts that were not included when purchasing this vehicle. The salesman and manager were aware. Inclusion we received a notice from the Mopar maintenance that mechanical work was performed on the vehicle regardless minor or major prior to the purchasing of the expensive vehicle.

    Business Response

    Date: 10/09/2023

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

    Did purchase a 2023 grand Cherokee summit demo on 08/23/2023 

    we schedule an appointment with *** **** multiple time to address his concerns and complaint. ABOUT A FULL SIZE SPARE AND A CARGO NET 

    *** **** bought his vehicle in on 10/07/23 

    the general sale mgr. chad spoke with *** **** confirming that he does have a full size spare and it is a 18in steel full size spare , which comes standard with the jeep *** **** purchased and is the only full size spare offer on that jeep. chad took photo as proof it in vehicle.

    as part of customer satisfaction we gave *** **** a rear cargo net at no charge.

    ** **** did tell chad gsm on 10/07/2023 that he messed up and doesn't like the jeep he bought has to many high tect features on it.

    I believe this is a case of buyers remorse.

    we offered them to trade in their vehicle and we would sell them a new one they like at dealer cost but they would need to come in and pick out that best fits them and their needs and we would do our best to help them.  attached signed window sticker, standard feature sheet showing full size spare 18 in steel wheel, we-owe confirmation form showing customer received all promised.

     

     

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