Complaints

This profile includes complaints for Van Horn Chrysler Dodge Jeep RAM of Stoughton's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Van Horn Chrysler Dodge Jeep RAM of Stoughton

  1411 US Highway 51 Stoughton, WI 53589-3739

• 

  Van Horn Chrysler Dodge Jeep RAM of Stoughton

  PO Box 298 Plymouth, WI 53073-0298

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:03/25/2025

  Type:Customer Service 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 will be attaching a complete detail report, this space doesn't allow enough room. I also want to add this is my second complaint against them for a continued ******** this point I don't have a dollar amount because the big issue is the amount of time they have wasted intentionally not repairing my vehicle.

  Business Response

  Date: 03/26/2025

  For customer privacy concerns, to eliminate any conjecture on facts and to promote truth and veracity with customer complaints, Van **** will not engage in a public dialogue on this matter. If Customer desires to attempt a resolution,contact the dealership and ask for the general manager.

  Customer Answer

  Date: 03/26/2025

  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.
  
  I have attempted to contact your COO and the service manager of the Stoughton dealership. Neither one has responded. It appears as though your COO blocked me! Its pretty obvious why youre refusing to communicate this way. Theres a clear and obvious record of communication for reference and its making your business look bad, as it should. I clearly need some kind of 3rd party protection because your company is causing a lot of harm to me. 
  
  Regards,
  
  ****** ******

  Business Response

  Date: 03/26/2025

  ***************** stands by the initial response:

  For customer privacy concerns, to eliminate any conjecture on FACTS and to promote truth and veracity with customer complaints, Van **** will not engage in a public dialogue on this matter. If Customer desires to attempt a resolution,contact the dealership and ask for the general manager.

  Customer Answer

  Date: 03/27/2025

  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.
  
  I have contacted your COO, the service manager at your Stoughton Dealership, the service department at your corporate office, and your regional manger. No one has called me back, the call I highlighted in yellow, was from today when I was repeatedly put on hold and then hung up on. You are trying to make it appear on this complaint like you are attempting to help me, but in reality you are doing everything in your power to brush me off. IT IS YOUR TURN, to contact me. 
  
  Regards,
  
  ****** ******

  Business Response

  Date: 03/28/2025

  Customer made a complaint with another state entity and we will be addressing this issue with that entity.

  We request the BBB to close this complaint as we will be addressing the issue elsewhere per the customers submitted complaint. 

  Customer Answer

  Date: 03/30/2025

  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... 
  
  I want to be clear that just because I have filed complaints elsewhere, it does not absolve you or your company from being held accountable for the issues I have raised. My experience with ***************************** has been nothing short of terrible, and it is clear to me that your business engages in questionable practices.  
  
  Additionally, on Friday morning at 8 AM, I received a call from a woman who identified herself as working in Customer Relations. She apologized for everything that had happened and assured me that I would have a resolution by the end of the day. She also promised that someone would return my call within the hour. Yet, unsurprisingly, no one followed through, and I never received that call.  
  
  This continued lack of accountability and failure to uphold commitments only reinforces my concerns about how your business operates. I expect a response and a resolution to this matter immediately.  
  
  Regards,
  ****** ******

• Initial Complaint

  Date:12/30/2024

  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.

  My 2018 **** f-150 Platinum went in on 11/20 for Cam ******* to be replaced. Truck was purchased from ******** in October of 2024. Truck sat in parking lot of service department for 2 weeks and nothing was done to it. It was forgotten about because employee who was working on it just up and quit. They only noticed nothing was being done to it when I called them to ask for a update. Not apologetic at all for the mistake and management was rude when I talked to him. They said they would order the parts and get started on it. They said it would be done a week later and when I reached out a week later they had said the tech hadn't started on it yet. They said it would be done next week. They also told me that my insurance company had approved more parts to be put in it. The next week they said it would be done. They told me it was done and when I arrived to pick it up they had tore it apart again saying it had thrown a code. They then said that it would take another week and at the end of that week they were not done and said it would take another week. When i was finally able to get my truck they told me they had to wait for my insurance company to come and look at the truck cause they thought they were committing fraud. Bottom line I didn't get my truck back until today 12/30/24. AND now I think it is having a boost leak and it wont build turbo pressure. Needless to say I'm super ****** off about our whole experience. Although my insurance is paying for the fixes to my truck I feel as though the dealership owes me the money I spent on my car payment for the month I didn't get to use it due to their carelessness and lack of customer service + any cost that will be associated with what they messed up on my truck and I want it resolved by the end of this week on 1/3/24.

  Business Response

  Date: 01/02/2025

  The dealership is working with this customer to resolve the issue.

• Initial Complaint

  Date:12/26/2024

  Type:Sales and Advertising 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.

  They advertise a $50 gift card if you test drive a car. I ended up buying the car asking about the gift card from both the salesmen and the finance guy. They both forgot to have me scan a QR code and say I have to drive back to the dealership to scan it when I live an hour comute away. I feel it's a scam to get you to come in and I would like my $50 Amazon gift card

  Business Response

  Date: 12/30/2024

  This has been resolved with the customer.

  Customer Answer

  Date: 12/30/2024

  [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:12/19/2024

  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.

  Went to Van **** today to handle paperwork to buy out a lease that will be ending. Came in with having already discussed financing with a set credit union and the dealership was told this. They said they may be able to get a better rate and proceeded to pull 7 hard inquiries without my knowledge or consent. Upon calling the dealership this evening they feel there is nothing wrong with their actions and that pulling credit that many times is no issue. This is an extremely predatory practice and no one at the dealership that we have spoken to has any ounce of accountability or remorse for the damage to my credit score for the next 3 years. We will never do business with this dealership again and I would warn all others from using their financial department as the people who do financing for a living have no concern for your future.

  Business Response

  Date: 12/30/2024

  Van **** is working with the customer to resolve this issue

• Initial Complaint

  Date:12/01/2024

  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.

  On 5/16/24, I brought my car to Van **** of Stoughton for suspension issues and oil burning. During a test drive, technician ***** ******* found my oil over a quart low, despite my recently adding oil. I explained my car had been nearly out of oil twice since I bought it in September 2023. ***** recommended an oil consumption test, requiring a $175 oil change to ensure accurate testing. My car also felt unsafe at highway speeds, with instability and excessive steering play. After a week, Van **** concluded it needed all four struts. On 7/8, I returned because the replaced left strut was noisy, the instability had returned, and I was due for an oil check. On 8/12, they found the oil a quart low but said it wasnt enough to confirm an issue, advising me to return in ***** miles. They also replaced the left rear strut but didnt perform the required alignment. On 9/23, I reported noise from the right rear strut and alignment issues. After three visits with no resolution, ***** P admitted no one was willing to help. On 11/4, ***** found the oil over two quarts low, but since the car wouldnt start, I returned on 11/6, when **** F confirmed the oil level and added over two quarts. **** and I informed *** ******, who acknowledged the oil and suspension issues but offered no clear plan, claiming these things take time. On 11/20, **** dismissed my concerns about the struts, refused to inspect them, and claimed the car needed sway bars and control arms. Upset, I confronted ***, who admitted failing to document my oil levels on 11/4 and 11/6. I contacted Van **** Corporate, and service manager **** promised to follow up but didnt. He later claimed there was nothing he could do about Bobs mistake. A second opinion from another shop confirmed both rear struts were bad, and Freds claims about other repairs were false. To retaliate for my frustration, **** left the oil cap off during service. I noticed the smell of oil and smoke coming from my hood, that's when I found it

  Business Response

  Date: 12/10/2024

  Van **** has made attempts to service/inspect the vehicle. Customer will be bringing the vehicle to Van **** sometime late January at the customers earlier convenience

  Customer Answer

  Date: 12/10/2024

  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.

  I had the rear struts replaced at another shop, which was the 3rd time my warranty was billed because of Van ****.  The noise is gone and my vehicle is handling and driving much better. It is a night and day difference.  As far as the engine oil level test, Van **** told the investigated with the *** that my vehicle was at the minimum safe **** when I brought it in the have the oil level checked, which is in fact a lie. On 11/4 and 11/6, 3 of their employees witnessed that my vehicle was over 2 quarts low on oil, their advisor **** added over 2 quarts of oil right in front of me. They are squirting around the issue, and Im not sure I am comfortable leaving my vehicle there unattended for any amount of time when their mechanic **** intentionally left my oil cap off because I was upset that he wouldnt even look at the rear struts. 
  
  Regards,
  
  ****** ******

  Business Response

  Date: 12/13/2024

  Van **** is disappointed you no longer wish to be a service customer.

  Given the customers last response and this response, Van **** requests this complaint to be closed.

• Initial Complaint

  Date:08/18/2023

  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 bought a used Jeep that was part of a buy back program, it was discounted because of this..last year ******* offered $4,000...when I owed $8,000..this year there is a recall on my jeep that it can start on fire at any given time running or not..and the vehicle currently does not run due to a transmission issue..the value of the jeep is not worth fixing it...salvaging it or selling for parts is more likely at this point. I owe much less on it now..I want the general public to be aware that the buy back program is actually the old lemon law. I tried calling 2 different ******** one where I purchased it and this one to discuss my options and neither were very helpful.

  Business Response

  Date: 08/22/2023

  Customer bought this used Jeep on November 12, 2019 at a different location than the one customer is complaining about. Jeep had ******* miles on it at the time of purchase. Contrary to what Customer ******, this Jeep is not part of a buyback program.
  On September 26,2022, Customer came to a different location from where she bought the Jeep at.Customer wanted to get oil changed. Customer also wanted to trade the Jeep in.At that time, the Jeep had ******* miles on it. Trade in offer given to Customer based on the Jeep appraised value was more than fair.
  The recall that the customer mentions has nothing to do with the Jeep not running. It is a recall that has an issue with the power lift gate module and the manufacturer has yet to provide a remedy.  

• Initial Complaint

  Date:02/03/2023

  Type:Billing 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.

  Bought vehicle with a bought back title and was told if any problem it had been bought back for still exists at end of 1 yr id get different vehicle on complete do over like i drove current for free and now time for different and getting run around have been threatened by service manager for mot having loaner back and told wont look at any problems that do not happen while i take them for test drive not what i was told at sale its been a very long yr and a list of problems as long as my arm the vehicle should never have been pit back on market front end problems heat problems electrical problems backup camera radio dash lights suspension transmission i got it with ***** ish miles shocks replaced at ***** ish roof leaked due to missing bolt headliner stained terrible to many problems for $***** vehicle and they cant fix

  Business Response

  Date: 02/14/2023

  Over the past year the customer brought the 2018 Jeep Cherokee ( the last service visit the mileage was ****** miles) in for service for concerns with the rear camera, ****, transmission, suspension and radio and in good faith the dealership records show that the concerns were repaired.  The rear camera system was replaced, The **** showed no fault codes, no updates and the system performed as it should during the road test.  The transmission was normal for all 9 speeds, the technician road tested and could not duplicate the concern.  It was discovered that the rear shocks were leaking and those were replaced under warranty.  ************** was also replaced under warranty.
  
  ************ did provide transportation free of charge while the repairs were being completed.  The dealership feels like we have made more than a reasonable effort to assist the customers concerns.  On February 2nd, 2023 a sales person sent the customer an email letting the customer know that if the issues could not be resolved that we are glad to assist with another vehicle option, or purchasing the vehicle back. 
  
  Van Horn Chrysler Dodge Jeep Ram of Stoughton feels we have made more than a reasonable effort in providing support towards the customer with their transportation needs and cannot provide any additional accommodations towards their transportation needs. 

  Customer Answer

  Date: 02/24/2023

  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.
  
  

  I reject it due to I have same problems I started with and repeatedly told them they needed to put more miles on it while in their possession I told them of cruise control issues and they said nothing wrong until 3rd time in for oil change they saw short in switch but I was wrong until that point they wouldn't even look for my issues unless duplicated while I took them for test drive I have pictures and they say doesn't do them anygood it's amazing that people could fix a car before computers.ill send just a few pics I have a year worth and lso have paperwork saying they checked tire pressures but I noticed tire losing pressure for a wk after I picked up and all valve stem caps so tight I had to take to ******* to have replaced and they said corroded stuck so how did they check pressure. Here's some pics I could go on awhile some of the fuzzy backup camera and radio issues and heat fogging up windshield cause it's blowing cold 

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

  Customer Answer

  Date: 03/02/2023

  Hi this *********************** was wondering about my complaint it's been a year and have been trying to set appointment with salesman to discuss possible solution since it's been a yr Feb. 28th 3 attempts and no response do I need to seek legal advice you think I really don't know what to do ****** is way to much h to pay for a vehicle that has these issues thanks not looking for legal advice just curious on verdict I guess thanks

  
  

  On Fri, Feb 24, 2023, 10:26 AM ********** href="mailto:*******************" target="_blank" style="color: rgb(17, 85, 204);">*******************> wrote:
  

  I reject it due to I have same problems I started with and repeatedly told them they needed to put more miles on it while in their possession I told them of cruise control issues and they said nothing wrong until 3rd time in for oil change they saw short in switch but I was wrong until that point they wouldn't even look for my issues unless duplicated while I took them for test drive I have pictures and they say doesn't do them anygood it's amazing that people could fix a car before computers.ill send just a few pics I have a year worth and lso have paperwork saying they checked tire pressures but I noticed tire losing pressure for a wk after I picked up and all valve stem caps so tight I had to take to ******* to have replaced and they said corroded stuck so how did they check pressure. Here's some pics I could go on awhile some of the fuzzy backup camera and radio issues and heat fogging up windshield cause it's blowing cold 

  
  

  Business Response

  Date: 03/03/2023

  Van **** Chrysler, Dodge, Jeep, Ram of Stoughton feels we have made more than a reasonable effort in providing support towards the customer with their transportation needs .  At this time we have done all we can to assist the customer.