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:01/22/2025

  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.

  Twp nights ago, 1/20/25, I drove 45 minutes to the business for a text-agreed upon price of a trade in and vehicle purchase (see image for VIN).Via text, ****** and I exchanged information about my trade-in and the Pacifica, direct quotes to follow:Me: "I'd be ok with 32 out the door at ****** [implying trade in] then."Ashley's Response (direct quote, including errors): "Hello *********** for your trade we can match your ****** as long as condition of the vehicle is clean [which it is]. Your offer on our car seems fair we would like to work with you. We need to use your condition..."When I arrived, a salesman, ******, offered 15k for my car (1.3k less) and ******+ for the purchase price. I made it clear, and showed the text, that 32k was the price agreed upon. I even agreed to take the trade-in to ************, who I had an offer for ****** from w/ screenshots, to avoid that concern. ****** returned to the back, then sent his manager (whose name escapes me, but he had sleeve tattoos covered by his shirt and spoke Spanish) still came back 4000+ over 32k with all the taxes and fees, as well as some sort of LoJack item. When I stood firm on the agreed upon price of 32k out the door, he shook my hand and said we can't make a deal.When I got home (now 3 hours of my time and gas spent on a lie) I then texted ******, who confirmed that the closing manager was miscommunicated with. She essentially said it was an error and that shed work on rectifying the next day. The exact words she used here were, We did prior negotiate this deal and looked at the trade with a particular manager and unfortunately it sounds like the deal that wed spoken about wasnt communicated to the other closing manager. This is a second confirmation of the agreed upon pricing.Yestereday (1/21/25), the deal remained rescinded, and no reasonable counter is even being given. They stand firm at the over 4k+ price they offered me in person, despite TWICE offering me 32k out the door.

  Business Response

  Date: 01/22/2025

  Please forward any written communication you have. Based on the photos in your Yelp review, I don't see any commitment to the price you are stating was agreed upon. I see clearly the trade in value that was agreed upon "if the vehicle was clean" but I don't see any commitment to price. I am happy to honor everything that you received in writing.

  Customer Answer

  Date: 01/22/2025

  Hello,

  Thanks for replying. I think the conjunction of the first message, that the manaer "thinks this is a fair offer" at 32 OTD + 16.3k for the trade in is pretty clear. When I was rejected from that agreement, I reached out again, and ****** referred to it as a "prenegotiated offer", which is a clear reference to the pricing agreement. I'd be happy to send you the complete conversation, though I think the dealership has the complete chain as well since it's a masked number. I don't have the ability to attach the files at it says they are too large, but I'd be happy to send them to you another way. 

  My email is ******************** if you want me to send you further information. I'd be happy to simply get the vehicle at the agreed-upon price of ****** OTD, and take the trade in elsewhere if that's the issue at hand. I have offers upwards of 16.5k for it from other sources.

  Thank you.

  Business Response

  Date: 01/23/2025

  Please email me what you have at ***********************************

• Initial Complaint

  Date:10/28/2024

  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.

  I contacted a sales person at this dealership regarding my interest in purchasing a Jeep Wrangler Rubicon. Upon initial contact I advised the sales person and sales manager about the payment and terms I was looking for in a vehicle. The manager advised me that he would do his best to meet those terms and requested I submit my credit application which I did. Upon doing so, the manager advised me I was pre approved and the payment was higher than I wanted therefore I told him I would get back to him. Upon further thought, I decided to contact the dealer once again and advise them I was ready to make the purchase. I spoke to a sales person who assured me she would let the manager know and call me back. She did not return my call. I let a few days pass before reaching out once again to which the sales person said they would call me back, again no one reached out to me. Four days later I get a call from a customer service *** at the dealership wanting to know about my experience. I basically told her I was extremely dissatisfied with the service and ultimately did not want to give the dealer my business as a result. She apologized and stated she would reach someone at the dealership to speak to me. I received a call later that day from a friendly sales person who assured me she would do her best to assist me. Upon further review she advised me that the vehicle to which I was interested had been sold but if I was interested in another comparable one. I told her yes and provided her with a stock number. The original Rubicon for which I had inquired was priced at a significant discounted price at the time. However, after speaking to the manager this last time he told me that the price was no longer available due to certain coupons that jeep gave them ran out and therefore the price was higher now on that same vehicle.

  Business Response

  Date: 11/05/2024

  We don't control the factory programs. If an incentive is offered by the manufacturer it is passed on to the customer. The coupon program was a "while supplies last" type program. We earned a set amount of coupons based on the amount of inventory we had on the ground and when we ran out, we ran out. The customer had an opportunity while we had remaining supply but delayed to make it in in a timely manner. Not sure what I can do here.

  Customer Answer

  Date: 11/05/2024

  I attempted multiple times to reach the dealership while supplies were still in stock and did not receive a call back until I spoke to customer service at which point the sale was suddenly over. 

  Business Response

  Date: 11/06/2024

  The dealership hours are Monday - Saturday 9am - 8pm and Sunday 10am - 7pm and has been in the same location for over 40 years. We have a receptionist Monday - Friday 9am - 5:30pm and in house attendants for our online chat during all business hours. Are you saying that no one answered the phone? Responded to your chat? or that the store was closed during business hours? I'd like to know which avenue I need to address.

   

  Customer Answer

  Date: 11/06/2024

  The fact that I was told MULTIPLE times I would receive a call back and never did. 

• Initial Complaint

  Date:10/08/2024

  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.

  I found a vehicle on website of AAA for a 2022 Jeep Grand Cherokee with an advertised price of $22,951 with special pricing of an additional $500 dollars of due to AAA, I went in test drove, asked the dealership again if they were a direct lender with my lender as I already have financing and do not want my credit ran, my lender already explained the process to me regarding identification and an optional contract if I take possession of the vehicle same day, the salesman *** went to check with Christian sales manager regarding the direct lender, came back and said yes, had me complete an application, where I was adamant again about not running my credit, he advised the company had to for identification and to locate my preapproval in my credit union's system, I agreed for those two banks only, as I am waiting I began receiving alerts from all three credit bureaus that my credit was ran through five different banks, I confronted *** who stated "oh if there is no loan then the inquiry goes away, oh if you don't like the terms you can always refinance with your credit union" I immediately requested to speak with ********* who proceeds to lie stating " your credit union has a system set up to run it through other banks for certain credit thresholds, but I feel bad that is my own ignorance I didn't know let me fill your tank up" I expressed to him, that isn't how my credit union works and I was already advised on the process, he advises to speak with my credit union on Monday to have them send preapproval. I spoke with my lender ****** on Monday 10-7-24 to learn ********* submitted a loan request for $26,000 way over the amount of the vehicle, even the out the door price was less than what was submitted. Due to the fraud, misrepresentation and scamming of ********* and *** my lender and I canceled the loan request, yet I still have 5 hard inquiries on my credit which will make it more difficult for me to purchase a vehicle.

  Business Response

  Date: 10/09/2024

  I apologize for the inconvenience.

   

  We will send you a deletion letter taking full responsibility for the additional inquiries run in error. You can send this letter to the credit bureau that was inquired on and it will be removed within 30 days.

   

  As for the deal with our sister store, they are an independently run dealership. I have reached out to the General Manager in the store, and he has stated that they have provided you a PO honoring the *** discount beyond their already aggressive online price. 

  Customer Answer

  Date: 10/11/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I am requesting a copy of the letter being sent to the credit bureaus, once that is received this resolution is satisfactory to me.

• Initial Complaint

  Date:01/08/2023

  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.

  I brought my truck in for repairs.
  The throw out bearing, clutch and flywheel were replaced.
  My employer paid for the repairs with a credit card.
  When I picked up the truck, it started fine and drove fine.
  About 6 days later, it suddenly had trouble starting, probably due to them replacing the flywheel but not the starter and the starter was probably worn and not contacting the new flywheel properly.
  When I looked under the truck, I noticed that there was a bolt missing from the transmission, another bolt was only put in halfway and a bracket which secures the muffler was left unconnected and had been jammed between the muffler and chassis.
  The work was carelessly done and this endangered me and others on the road, had anything gone wrong when I was driving the truck.
  The dealership offered to take a look at the truck. But I honestly don’t trust them to properly handle it at this point because of the lack of conscientiousness and professionalism in working on it in the first place.
  I would rather get a refund to my employer and bring my truck elsewhere.

  Business Response

  Date: 01/16/2023

  We have offered to address all the customers concerns at no
  charge and at their convenience.

   

  **** ******

  
  
  

  Service and Parts Director

  
  
  

  Jeep Chrysler Dodge RAM FIAT of Ontario

  
  
  

  Maserati/Alfa Romeo of Ontario

  
  
  

  Fontana Chrysler Dodge Jeep RAM

  
  
  

   

  
  
  

  909.843.6760 ( O )