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BBB has determined that River Front Chrysler Jeep, Inc meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
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Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||3|
|Total Closed Complaints||4|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||1|
Business ManagementMr. William McSkimming, President Mr. Paul McSkimming, General Sales Manager Cindy Vasquez, Office Manager
Auto Dealers - New Cars Auto Dealers - Used Cars Auto Repair & Service New Car Dealers (NAICS: 441110)
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
200 Hansen Blvd
North Aurora, IL 60542 (630) 907-1700 (800) 898-1449 (877) 288-5978 Directions
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|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
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Complaint: On April 16th 2016 I took my 2011 Jeep Grand Cherokee Overland Summit 5.7L V-8 HEMI to River Front Chrysler Jeep Dodge Ram, for an oil change and to replace a hose they damaged prior visit. On June 25th 2016 My Jeep brakes down due to having no oil in the engine. I called Jeep they told me to put oil into it and bring it to them ASAP, when arrived there on June 28th, and employee ****** told me someone must have forgotten to put oil into it in April, because there was no leak and the engine was running fine prior.He told me he was going to give me a full oil change and run my Jeep through a full diagnostics to make sure there was no damage done, two hours later a lot porter brings my Jeep back to me and said everything was fine and I'm good to go, I asked him for paperwork and he said he didn't have any cause it was on the house.Two hours later after leaving my Jeep broke down again and I had to have it towed back to River Front. The next day I arrive and ****** tells me that the lot porter gave me my Jeep back before they ran the diagnostics and he was very sorry. Thats when the Service Manager **** told me that the oil wasn't the problem it was a mis firing cylinder. He said he would contact my warranty company and call me in the morning. The following morning he called me back and said "Good news ******* nothing is wrong with your Jeep you can come pick it up." the next morning I went over there a he said now that it was not a misfiring cylinder it was a bad fuel pump relay. I contacted Jeep corporate and filed a complaint and have not heard back from Jeep. My vehicle is still over at Riverfront because I know there is damage done and I don't want to be left liable when I drive it off their lot. They keep calling me telling me to come pick it up and nothing is wrong with it, even after I told them I filed a Complaint with corporate.
Desired Settlement: At this point my engine is compromised from driving around with little to no oil in it for 6 months. They may be able to get my Jeep back in running condition but its still compromised. I feel the only way to right their wrong is to replace my engine with a new one.
We met with Mr. Tuesday July 12th and we discussed his concerns. I checked the vehicle for
in the concerns he listed and the vehicle is operating normally. We are currently in the process of assisting Mr. ******** with discussions he is having with Chrysler in regards to an **tended warranty and he agreed that we would continue to work together in the future.
Tell us why here.. RE: ********
I WORKED WITH MR ******** AND MADE NUMEROUS CALLS TO CORP. OFFICE ON HIS BEHALF TO ****** AT EXT. ***** TO HELP GET AN EXTENED WARRANTY AT NO COST. HE DID RECIEVE THIS POLICY AT NO COST.
I MET MR ******** WHEN HE PICKED UP HIS CAR , WE SHOOK HANDS WE WENT OVER THE EXTENDED WARRANTY THAT WAS PROVIDED TO HIM . HE THANKED ME AND SAID THAT HE WOULD DROP THE COMPLAINT .
HE CALLED ME LATER IN THE DAY AND STATED AFTER DRIVING HIS JEEP AN EXTENSIVE PERIOD OF TIME AND WAS HAVING ISSUES.HE STATEED NOW THAT HE HAD A WARRANTY HE WOULD HAVE IT TOWED BACK IN . WE AGREED .
IT HAS BEEN OVER A WEEKS TIME AND I HAVE BEEN TRYING TO REACH OUT TO MR. ******** VIA PHONE DAILY AND HAVE NOT BEEN ABLE TO REACH HIME AND HAVE LEFT NUMEROUS MESSAGES WITHOUT ANY RETURN CALLS
SERVICE MANAGER , RIVERFRONT CHRYSLER ,JEEP ,DODGE AND RAM.
Problems with Product/Service
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Complaint: My vehicle was brought into the service department for two factory safety recalls. One involving the trailer hitch and the other involving the seat heaters. Both recalls were completed and the car picked up. The next time I drove the vehicle I found that the lumbar adjustment on my drivers side seat was no longer working. I called and scheduled an appointment to bring the vehicle back in. When the vehicle was brought back in I was told that the motor had gone bad, and it had nothing to do with the service because it was on the back of the seat away from where they were working. I was told that a replacement motor is no longer available. When I left, I looked up the safety recall procedure and it involves completely removing the seat from the vehicle, as well as removing the seat back from the base. I feel that the dealer likely damaged the motor, cable, or lumbar mechanism during this process and will not take responsibility. I asked the service manager if the seat was quality checked before or after the install and was told no. The dealer either did not follow the correct safety recall procedure, or they are lying to me about the process which was done to my vehicle. Another issue with my visit was that the rear wheels were removed during the trailer hitch service. When they were reinstalled they were drastically overtightened well above the 100ft/lb torque specification. If I did have a tire failure I would have been unable to remove the wheel on the side of the road with the supplied tools. My final issue is the multi-point inspection which my vehicle supposedly received. Upon picked up my vehicle I did a standard oil change. When I did this I found an oil leak coming from an oil pressure sending unit which had failed. I was not made aware of this problem and it was very easy to see from under the car. If I had not noticed this, I would have possibly had engine damage. I brought all of these issue to the dealer Manager via email and have not had a response.
Desired Settlement: I would like the dealer to repair lumbar adjustment mechanism which was working properly when they received the car for service. I would like consumers to be aware that their multi-point inspection should not be trusted for vehicle safety. I would like the dealer to improve this inspection process in the future.
When performing recall J14, heated seat elements, the motor for the lumbar support is not part of the repair. You remove the seat from the vehicle, remove the seat cover, replace the heating element, and reinstall seat cover. When the repair is complete the seat in reinstalled in the vehicle. The lumbar component is not touched during this process. This vehicle is 12 years old and has 152K miles. It is quite common for the motor to go bad if the lumbar has been sitting in the same position and not been activated for a very long time. The motor can seize up and no longer function.
When performing recall N47, we did not remove the rear wheels. It is not necessary to remove the wheels in order to perform the recall.
If the oil pressure sending unit was leaking at the time the vehicle was in for service, our technician certainly would have noticed as the leak would have been substantial when the vehicles was up on our lift.
Our multi point inspection covers certain safety and wear items. This is a complimentary service that does not include diagnostic procedures. Oil leaks, coolant leaks, or electric component failures, just to name a few, would require additional diagnostic tests which come with a diagnostic charge.
Other consumers should have fair warning about these practices by this business. Their lack of taking responsibility for these actions and dismissing my claim is proof of their careless business practices. I have a background in automotive repair and am lucky enough to be able to perform all maintenance and repair on my own vehicles. Other consumers do not and deserve to be warned about this shop and their management.
Mr. ******* *
Thank you for your response.
Unfortunately, according to Chrysler and their instructions with the recall for the trailer hitch, there is no need to remove and/or loosen the rear wheels or lug nuts. So, honestly, we never touched your rear wheels while replacing your old trailer hitch with a new one from Chrysler.
The seat was removed and put back into place and everything was noted working properly at the time when we performed the recall for the seat heating elements. I would imagine that when the seat was moved when you reentered the vehicle after performing the jobs and somehow got pinched. We apologize that we didn't have the forward thinking to get the wire out of the way for you to allow for an easier seat adjustment and hope there wasn't too much work involved to move that cable.
As far as, your oil leaks. Traditionally, there are usually multiple oil leaks coming from 12 year old vehicles and, honestly, we don't feel these are "safety concerns". The one safety concern that we did see with your 2004 Grand Cherokee, and it was declined at 1:23PM, is the right rear axle seal is leaking and needs to be addressed. We did NOT remove the wheels and we're able to do a visual inspection of the axle seals when the vehicle was in the air and replacing the trailer hitch. We told you about the axle seal and you, unfortunately, declined the repair.
Again, we apologize for any inconvenience you have had during our servicing of your vehicle! We strive to make 100% of our customers happy and, unfortunately, can't make everyone as happy as we want them to be. We trust you will continue using whomever you have been using to fix and handle all your automotive needs and wish you all the best! But, please, have the right rear axle seal fixed before it soaks your rear brake shoes and hurts the performance of your brakes!
Problems with Product/Service
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Complaint: My name is ****** ***** and I purchased a 2015 Jeep Wrangler Unlimited Sport about May 29, 2015. I have an issue that is not being resolved. I will explain the situation in detail. I came in and worked with ******* ***** We worked out a deal on the Jeep and agreed to a price of $33,785 (I am pretty sure that was the price or there about) and I placed a $500 deposit. The Jeep we had spec'd was not on the lot and needed to be located. The build specs that we agreed to were: '15 JKU Sport s24 package, tubular step rails, SiriusXM, Dual top group, and aftermarket Heated seats to be installed by dealership vendor. All of those options were included in the amazingly low price I was quoted above. ******* said that he and his co-workers would work hard to locate the Jeep as spec'd. I received a call from ******* the next day informing me that he could find the exact Jeep except for the Dual Top group. We then talked about ordering the top to complete the "dual top group." He informed me that there was a difference in price and I had said that there shouldn't be a difference in price since the dual top group was an additional $2195, included in above negotiated price. We agreed that the soft top would be ordered with no extra cost to me. ******* worked hard and got my Jeep to me that night. I came in and he took great care of me. The price we had agreed on had jumped to $34,200. It was explained that the increase was because of the dealership cost. I still thought that to be a great deal so I didn't complain. I received a "We Owe" for the heated seats and soft top. When the soft top was ordered I was given the part number and recently I looked the part number up and noticed that its not the same top that is in the Dual Top group. I brought this to the attention of ******* who said that I would have to pay extra to receive the "Premium Sun-Rider Soft Top" which is the one included in the Dual Top group and the one that was included in the price that I paid for my Jeep. I came in today and spoke with ******* and one of the Managers ***** i believe) and he said that because they couldn't find the Dual Top group I would have to pay for the upgraded top, which I had already paid for in my package. At no time in my negotiation did we discuss a lower quality top other than the Dual Top Group. My understanding is that I'm being told that since I was given an great deal on price I can't receive what I paid for and was expecting. I feel that I have been cheated on the top because I paid for the dual top group in my price and am not receiving the soft top due in that package. The dual top group added $2195 to the price and the hard top is $995 as an option. That leave $1200 I should have been credited. The Jeep website says that the Premium Sun-Rider Soft Top is the Bestop one. The online price of the Bestop Premium Sun-Rider Soft Top in around $1200, so I don't see why I can't receive the top due in the group.
Desired Settlement: I am seeking the Premium Sun-Rider Soft Top as stated on the Jeep website.
Business Response: Initial Business Response /* (1000, 5, 2015/07/06) */ Contact Name and Title: **** ********** Contact Phone: XXX-XXX-XXXX Contact Email: ***********@aol.com Sir, I don't know who makes the soft top for the Wranglers for Jeep. We believe it used to be ******* But, again, I don't know who it is currently. Now, the price on the soft top that you have picked up is $1,375. That top is the one you are saying isn't the one you want. The price on the sunrider softtop is $1,895. Now, unfortunately, the pricing would be more because it doesn't come directly from Jeep. We explained that we would take care of the difference on the top that we ordered for you. The sunrider softtop was going to be more money and unfortunately wasn't available by doing a dealer locate. But, we were able to order the proper Jeep from the factory with the sunrider top... But, it was agreed to locate that vehicle with the specific options you wanted. We apologize you weren't 100% happy with the top that was supplied to you. If you haven't opened the boxes, we would be happy to take that top back and have you pay the difference in the two tops. Please, let me know if you would like to do that! Sincerely, **** ********** General Sales Manager XXX-XXX-XXXX Initial Consumer Rebuttal /* (3000, 7, 2015/07/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I think you are missing my point. I agreed to a price with your dealership and placed a deposit on the vehicle. You were unable to locate it with the dual top but when talking with the salesman I told him to order the top that went with the group. He replied that it would cost me $79 extra for the difference in the top. He eventually agreed the dealership would assume the $79. At that time I was under the understanding that the top that was due with the Dual top group was being ordered. Now to use your response. The dual top group is $2195. The hard top is $995, leaving a difference of $1200. The price of the vehicle was increased by your dealership by $700 without cause. Using your response about cost and price I should be owed $1900 which would cover the cost you are telling me that I would need to pay for the top. I have not taken the top you gave me out of the package. I did, however, cut the packing straps to examine the top to see which one it was, but it has not been removed from the package. I am just asking for the top I paid for. Final Consumer Response /* (3000, 13, 2015/08/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I, honestly, don't understand what the additional $700 is referring to. I believe that when we weren't able to find the exact vehicle that you were looking for through doing a dealer locate, we found a vehicle that didn't have the dual top and it had $700 more equipment on it. Therefore, you paid for the additional equipment on the vehicle. Unfortunately, we don't always find the exact vehicle that someone is looking for. Sometimes, its just a different color... But, sometimes its add'l equipment and sometimes its less equipment and the purchase price would be less. But, in your case you had to pay for add'l equipment ($700) and still wanted a soft top which wasn't included on the car we found for you. Unfortunately, by factory ordering the vehicle there would have been a substantial wait. Now, the car that we found versus the car you wanted originally did NOT have a soft top and had add'l equipment with a cost of $700. The salesperson explained to you that we could get you a softtop from our Parts Dept through Mopar and that charge would be an additional $79. It has nothing to do with the extra equipment that was already on the car. But, that sunrider top is an additional charge. Which is what we have been saying all along. Sir, we have done everything we could have to get you the vehicle you wanted instead of ordering the vehicle directly from Chrysler. But, unfortunately, the sunrider softtop that comes from Chrysler in the Dual Top Group wasn't included in the softtop that we ordered directly from our Parts Dept. We would be able to swap out those boxes as long as they are unopened. But, unfortunately, there **** be an additional charge for the sunrider soft top, if that what you want. Please advise us what you would like to do. Thanks in advance for your understanding. Final Business Response /* (4000, 16, 2015/09/11) */ I, honestly, don't understand what the additional $700 is referring to. I believe that when we weren't able to find the exact vehicle that you were looking for through doing a dealer locate, we found a vehicle that didn't have the dual top and it had $700 more equipment on it. Therefore, you paid for the additional equipment on the vehicle. Unfortunately, we don't always find the exact vehicle that someone is looking for. Sometimes, its just a different color... But, sometimes its add'l equipment and sometimes its less equipment and the purchase price would be less. But, in your case you had to pay for add'l equipment ($700) and still wanted a soft top which wasn't included on the car we found for you. Unfortunately, by factory ordering the vehicle there would have been a substantial wait. Now, the car that we found versus the car you wanted originally did NOT have a soft top and had add'l equipment with a cost of $700. The salesperson explained to you that we could get you a softtop from our Parts Dept through Mopar and that charge would be an additional $79. It has nothing to do with the extra equipment that was already on the car. But, that sunrider top is an additional charge. Which is what we have been saying all along. Sir, we have done everything we could have to get you the vehicle you wanted instead of ordering the vehicle directly from Chrysler. But, unfortunately, the sunrider softtop that comes from Chrysler in the Dual Top Group wasn't included in the softtop that we ordered directly from our Parts Dept. We would be able to swap out those boxes as long as they are unopened. But, unfortunately, there will be an additional charge for the sunrider soft top, if that what you want. Please advise us what you would like to do. Thanks in advance for your understanding.
Read Complaint Details
Complaint: The Jeep Cherokee,2015 that we bought from River Front Chrysler Jeep Dodge Ram has been in their service area 4 times in two weeks. the vehicle's engine shuts off while driving.They have not fixed it and continues to shut off. This is a huge safety issue to my family. Product_Or_Service: 2015 Jeep Cherokee
Desired Settlement: DesiredSettlementID: Replacement The vechile was bought for approx $28k
Business Response: Initial Business Response /* (1000, 10, 2015/04/08) */ Mr. & Mrs. ***** are absolutely correct in their statement that the vehicle is shutting off while driving. Our Service Department is working directly with the Engineers at Chrysler to fix the vehicle of its issue. We have provided the *****'s with a vehicle while the vehicle is in our service center. We are also working with Chrysler to see if we can trade the *****'s out of their vehicle and to satisfy them 100%. Thank you, **** ********** XXX-XXX-XXXX
Customer Reviews Summary