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:02/04/2025

  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.

  My vehicle has been in their custody since November 27, 2024. My vehicle was towed to Don Miller ******************** The technicians diagnosed my 2020 Jeep Compass as needing the following repairs: Transmisson Control Module {TCM}; main battery; auxiliary battery and spark plugs. The quote was $2200. I paid for the main repair Augie stated caused the vehicle to stall and not shift into any gears {reverse, drive, etc.} $1180 December 13th, 2024. I drove the vehicle fifteen minutes away and it stalled with the same problem. I called Don Miller to inform them of what happened they towed the vehicle back to their repair shop. They informed me that I needed a pigtail harness. ***** stated "We seen water in the cord but didn't think it was going to be a problem" I asked to speak to **** the service manager and asked why I was not made aware of this during the first diagnostic? **** stated that the first diagnostic would not reveal everything, I asked was this the only problem they see with the second diagnostic. **** replied that he could not confirm this due to my car "having a lot of problems". I paid $1641 for the second repair which was the replacement of the pigtail wiring Thursday January 24th, 2025. My engine indicator and automatic stop/start indicator appeared on my dashboard Sunday January 27th. Monday January 28th, I went to Don Miller to show **** what happened. He replied, "that has nothing to do with the engine". Tuesday January 29th, 2025, my vehicle stalled with the same problem but this time the dashboard indicators were flashing messages I have never seen I recorded the messages on my phone. I informed **** appeared angry and stated "I will have to charge you $180/hr. if you want to know why the engine light is on, I am only checking the work we just did and nothing more" They informed me Friday January 31st that I needed a ********** Control Module} which cost $1200 they've had my vehicle since last year until today! LITERALLY! I HAVE MORE TO SAY!

  

  Business Response

  Date: 02/07/2025

  This is in response to Compaint # ********

   

  We have reached out to this customer and come to an amicable resolution to the Compaint.  If you have any further questions, please let us know.

   

  Regards,

  ***** Miller

  Don Miller DCJRF

• Initial Complaint

  Date:08/01/2023

  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.

  This is the second time Ive had to file a claim with this company. They improperly fixed something which caused my wheel to fall off and couldve been a deadly crash due to their misdiagnosis and negligence.They said they did a full diagnostic and checked it out and fixed what they had not fixed the second time. Now the engine seems as if its ready to explode and the whole vehicle basically shakes. It is not roadworthy furthermore they have done long-term irrevocable damage to my vehicle. Their disregard for their customer safety is staggering and continues. My family has bought numerous vehicles from this company over two decades. This is unacceptable and I hope theres change not just for me but for future customers.

  

  Business Response

  Date: 08/02/2023

  This is in response to to Complaint 20208260.

  In this instance the Customer is asking ********************** DCJRF to pay for possible repairs on their engine, when we never worked on the Customers engine.  The repairs we did were to the rear wheel bearing and brake system.  The vehicle in question is a 10 year old vehicle that has ******* plus miles on it.  The unfortunate reality of a vehicle that is of this age and mileage is that anything can wear out or break at anytime.  When the vehicle was in our care the engine was performing properly.  It is not possible for our Service Technicians to predict, even a day later what is going to happen with a vehicle.  We will not be reimbursing the Customer for the tow or future repairs to this vehicle.  If there are any further questions, please feel free to contact me.

   

  ***** Miller

   

  Customer Answer

  Date: 08/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  Whatever is going on with the engine now is a direct result to their neglect, oversight and incompetence. And blaming the vehicle rather owning up to a mistake and than their inability to do proper work on a vehicle is very troubling. There blas approach to ************** and customer satisfaction is disgusting. The vehicle shouldve been checked thoroughly when it was initially brought in for a supposed full vehicle inspection that clearly never happened and to address the said problem. There inability to do their job is staggering furthermore it is unacceptable and they should be ashamed of themselves. Especially **** the owner. Dont go to them If you value your life/safety and your hard earned money. I almost died the first time from the neglect an inability to fasten lugs nuts. I was lucky and dint get hurt. But whats going to happen the next time to someone else?Hopefully they start valuing peoples lives/safety and customer service over money.

  
  Regards,
  
  *************************

  

  Business Response

  Date: 08/03/2023

  This is in response to Complaint 20408260.

   

  If the Customer finds that the problem with their vehicle is related to the work that we performed previously, on the rear wheel bearings and brakes, please let us know.  We would be happy to take care of the issue.  Again, while the vehicle was in our care the engine was performing fine.  

   

  ***** Miller

• Initial Complaint

  Date:06/26/2023

  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.

  Myself and my family have been buying vehicles from this company for over three decades. I took my vehicle in to get some work that they diagnosed need to be done on the vehicle that totaled upwards of $1300. The work was supposed to be done and the car was deemed safe and road ready. The work was not complete the car is still making the noise and it sounds as if it is unsafe to drive. Clear unfinished work to the vehicle is very alarming

  

  Business Response

  Date: 07/11/2023

  This is in response to Complaint 20237394.

   

  We have repaired the customers vehicle, as a Goodwill gesture.  We feel it is one of the cases where, in the interest of Customer Satisfaction, it was best to take care of the issue.  We did provide a loaner vehicle while the Customer's vehicle was in our Service Department.  If there are any questions, please feel free to contact me.

   

  ***** Miller

  Customer Answer

  Date: 07/11/2023

  [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. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:02/08/2023

  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.

  We purchased a vehicle from Don Miller Chrysler in 2021 and received the car in May of 2022. During the process we were upsold on a $2,500 entertainment package that included video screens and video capabilities. When we picked up the car, the screens did not work and had to be brought back in for service. Then we discovered that the audio did not work properly when utilizing the **** inputs. I called to simply ask for a refund for the feature and was assured at the time by ******************************* that it was a simple software update fix so we brought the car in for the update. After the update, the feature still did not work so the dealership ordered a new media hub and we had to bring the car in to the shop for a 3rd time. After the media hub was installed, the feature still did not work. We have asking simply to be refunded the amount of the entertainment option. I have left multiple messages for our salesperson ************************** Miller, and *************************** but have not received even a call back to address my issue further for weeks.

  

  Business Response

  Date: 02/09/2023

  We have reached out to ********************** directly and resolved the issue.  If you have any questions please let me know.  

  
  

  Regards,

  ***** Miller

  Don Miller DCJRF

  
  

  Customer Answer

  Date: 02/13/2023

  [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. 
  
  Regards,
  
  *********************************
  

• Initial Complaint

  Date:10/25/2022

  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 lifetime extended warranty from Don Miller Chrysler. They covered two lower priced repairs under the warranty. They refused to cover two more expensive repairs without providing a reason. My truck was in their possession for over a month while parts were readily available . The warranty has now been cancelled without any refund.

  

  Business Response

  Date: 10/31/2022

  On 9/22/18 ******************* purchased in his name a 2018 Ram **** truck from Don Miller. At the time of purchase, Mr. ********** also purchased a Chrysler unlimited lifetime warranty for the vehicle.

       Over the course of his owning the vehicle, Don Miller did repair the vehicle, both under the original warranty that came with the vehicle and under the warranty purchased by Mr. ********************* style="margin: 0px;">     We last saw the vehicle on or about 06/03/22 with a complaint of a transmission over heat and check engine light on. For this repair the Chrysler warranty asked for pictures of the vehicle, its transmission oil and pan. From those pictures,  Chrysler determined that the vehicle had been used for a commercial business (company name on side of door) and canceled the Unlimited warranty.  Chrysler determined that because of commercial use, They would not cover the claim and would void the warranty.

      Chrysler warranty, not Don Miller, determines what is or is not covered by the warranty.  The last repair required that information be provided to the warranty company that was not asked for in the past. Once Chrysler received the information from us, they determined the warranty was void.

        Don Miller then sent the mandated cancellation notification to Chrysler warranty for them to process and pay the prorated amount due to Mr. ***************** If the original loan was still on the truck at time of cancellation, the refund was sent to lender. Chrysler will provide that information to Mr. ********** at his request.
  

      We did have the vehicle for quite sometime, but we did provide a loaner truck at no charge for the entire time we had his truck. Part of the delay in returning the truck was our working with Chrysler and Mr. ********** on getting authorization for the repairs. Mr. ********** did authorize the repairs and was aware that Chrysler was cancelling his service contract and we feel we gave Mr. ********** all of his options and he chose to repair the truck at his expense.

       If there are any other questions, please let me know.

  
  

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

  General Manager

  Don Miller DCJRF

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

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

  Customer Answer

  Date: 11/04/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  If warranty is cancelled, I should receive a full refund. Other work was covered under the warranty even with my business badging. It was only when the repairs became too expensive that ***** refused to honor the warranty. He was picking and choosing when to honor the warranty. 
  

  
  Regards,
  
  ***************************

  

  Business Response

  Date: 11/09/2022

  As we stated in our prior email,  the decision to cancel ********************** warranty was made by the warranty company, Chrysler Service Contracts(CSC), not Don Miller CDJR and not ********************************

  Don Miller did repair the car under the service contract on prior occasions in accordance with the warranty provisions.

  Don Miller was prepared to do the repair in question under the service contract. It was only when we contacted CSC for authorization, did they ask for photos to show the condition of the truck prior to giving us authorization to do the repair. CSC made the decision to cancel the warranty and would not authorize us to do the repair based on the photos they asked for.

  As per the terms and conditions of the warranty, CSC issued a prorated refund directly to **********************. According to CSC the check was issued on 07/08/22 in the amount of $80.88. 

  ************************** issue is with CSC, not Don Miller.  It was CSC, that determined the terms of the warranty were violated and CSC terminated the coverage. 

  We worked with ********************** and greatly discounted the repair work that he did approve. We also provided at no cost to him a free loaner truck that he drove for 10 days past the completion of the repairs on his truck.

  We believe Don Miller CDJR went above and beyond for ********************** in aiding him after CSC canceled his contract.