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:05/26/2025

  Type:Order 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.

  When I closed on my leased vehicle, I paid $1,500 for Mopar Excess Wear and Tear coverage which is supposed to cover up to $5,000 of damage upon return of the lease. I returned my leased vehicle and had $438 of damage owed. The coverage was entirely unnecessary, ineffective, and was a TERRIBLE process to get coverage paid out. I had to submit multiple forms, and send emails, calls, etc, only receiving more hoops to jump through for months. After threatening legal action, $288 was finally paid out, which is $150 less than owed. These people are scam artists, awful to work with, and are selling a knowingly faulty and fraudulent product.

  Business Response

  Date: 05/30/2025

  Dear Better Business Bureau,

  In regards to Complaint ID ********, ********************** confirms Mr. **** ******** did purchase a factory backed lease wear and tear product (attached).  Fowler Jeep of Boulder's General Manager ***** ***** has been trying to reach Mr. ******** for 2 days to discuss a resolution to his complaint.  Mr. ******** has not returned his calls.  On behalf of Fowler Holding Company and Fowler Jeep of Boulder, we apologize for any issues Mr. ******** has had with ***** a subsidiary of ********** the parent company of Jeep.  In order to help him, he will need to communicate with us.  We look forward to his call.

  Kind regards,

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

  Fowler Holding Company

• Initial Complaint

  Date:06/17/2024

  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.

  The service Manager at Fowler Jeep is refusing to honor warranty work for my vehicle, which still covered under factor warranty simply because I did not purchase the vehicle from them. On 6/17/24 I reported an issue of paint peeling from the engine covers of my 2021 Wrangler Rubicon 392, which is a widely known factory defect on this make/model. He did not inspect my vehicle, and simply refused to address the issue of paint peeling off the engine covers. HIs suggestion is to take it back to the dealership I purchased it from, which is not a Jeep dealer. This is unprofessional and discriminatory.

  Business Response

  Date: 06/20/2024

  Dear Better Business Bureau,

  In regards to complaint number ******** submitted by *****************************, see the response below written by the Service Manager at Fowler Jeep of Boulder:

  
  Good Morning,
  
  ********************* the service advisor took pictures of the engine covers in question and showed them to me, the paint peeling on the engine covers appears to be from a pressure washer, I could even see some gold flake paint on the intake manifold. I deemed this not a warrantable item.  I advised ***** to advise the guest he might want to inquire with the dealer that he purchased the vehicle from to see if they would repair this issue for him, I believe he purchased it from Carmax. 

   

  After receiving this response, I asked *************************** the Service Manager to reach out to Stellantis (the Jeep Brand parent Company) to see if they would like to reconsider.  This is their response:

  From: ***************************** <********************************************>
  Sent: Tuesday, June 18, 2024 2:21 PM
  To: *****************************
  Subject: Re: [EXTERNAL]VIN ***************** MILES *****
  
  ****,
  
  Due to the pictures and vehicle history this fix will not be covered under warranty/goodwilled.
  
  Thank you. 
  
  Jordan

   

  Fowler Jeep of Boulder is a franchised motor vehicle dealer and must abide by the decisions made by the issuer of the factory warranty.  In this case, **** has denied warranty coverage.  It appears ****************** purchased this vehicle used.  He may want to see if the selling dealer would like to cover the repair as a goodwill gesture.  The correct repair requires new intake manifolds, not simply painting the present ones (as described to me).  We sincerely apologize for any inconvenience.  ****************** owns a very high end Jeep and we understand his frustration.  The paint flaking issue on the service appears to be from pressure washing and not a defect from the factory according to Stellantis.

  Kind regards,

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

  Fowler Holding Company

   

   

  Customer Answer

  Date: 06/20/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  
  Dear Better Business Bureau,

  
  In response to the complaint number ********, I would like to address the response provided by the Service Manager at Fowler Jeep of Boulder.

  
  The statement made by the service advisor and the subsequent response from Stellantis claim that the paint peeling on the engine covers appears to be due to pressure washing. However, it is well known within the Rubicon 392 owners community that the bronze paint on these plastic beauty wire covers tends to peel off easily, regardless of pressure washing. I can scrape the paint off with my fingernail, which is something the service advisor failed to consider when simply reviewing photographs of the issue vs. taking the time to review the root cause of the paint issue. Many owners have experienced similar issues, indicating a potential defect with the factory paint application rather than user error or misuse. Many owners also have reported this issue was easily remedied by taking their vehicle to a reputable Jeep dealer who worked with ********** to replace the two plastic beauty covers under warranty. Of note, each cover cost less than $100 to replace, which seems insignificant on a vehicle with a current MSRP of $90k+. 

  It seems the assessment provided by Fowler Jeep of Boulder did not take into account these well-documented experiences from multiple owners, and failed to fully review the issue specific to my Jeep. This widespread issue suggests that the paint peeling is likely a defect that should be covered under warranty. The suggestion to contact the selling dealer, Carmax, does not address the underlying issue that many owners face, nor does it provide a satisfactory resolution for me.

  Given the prevalence of this problem among Rubicon 392 owners, I urge Fowler Jeep of Boulder and Stellantis to reconsider their stance on this matter and provide the necessary warranty coverage to address the paint peeling defect.

  
  Thank you for your attention to this matter.

  Sincerely,

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

• Initial Complaint

  Date:08/02/2023

  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.

  As of Monday, July 31, 2023 I found a second manufacturing issue with my vehicle. The first time was December 13, 2021. My vehicle is a 2021. I had just moved out to ******** before the first issue.. Initially I had a gentleman at Fowler try to say that maybe a mouse chewed through the heat shield and wires except there was proof they were never clipped up and resting on my AC belt. Not only was I unable to acquire a loaner or rental vehicle until the last couple days, I was never reimbursed for my Lyft rides by ****. I didnt hardly have the car for an entire month. Once again, Ive not been able to work for 3 days.. **************** talks to me in a way that proves customer service is a dying thing. I have made myself sick stressing over a vehicle, when mine can get fixed and of course Fowler is more interested in other things that need fixed rather than the manufacturing issues. Jeep, itself, is my biggest complaint. My mental health has tanked, I cant work to make money to pay for a car I cant use and Jeep couldnt care less about taking care of me. Never in my life have I been treated like I dont matter like this company.

  Business Response

  Date: 08/05/2023

  Dear Better Business Bureau,

  In response to complaint # ******** customer *****************************, the following statement is from the service manager at Fowler Jeep of Boulder:

  *************************** writes...
  
  "The vehicle was towed in yesterday for overheating it has ***** miles. We got the vehicle diagnosed this am as a water pump issue. We are trying to get the vehicle **************. The repair is covered under warranty.
  
  She bought the vehicle new from a dealer in ************ Feb 8 2021.
  
   She has not paid for any repairs at our dealership, all repairs were covered under warranty. The vehicle has not been at our dealership since May of 22 when it had ***** miles for an ac issue. Before that the first time she brought her vehicle to our dealership was 11/26/2021 with ***** miles for a wire rubbed against a/c, tech notes do not mention anything about rodent damage. The next visit was 12/6/2021 with ***** miles for red coolant light on and vehicle radiator fans are loud and vehicle is smoking. The ac compressor was seized. 
  
  She did file a Stellantis customer care case  on both repairs in November and December of 2021.
  
  There are no other warranty records with Stellantis for any other repairs or oil changes, sine her last warranty repair in Dec. of 2021.
  
  She did file a case with Stellantis customer care before the vehicle was towed to us.
  
  Our Stellantis Tech advisor sent me an email last night about the customer due to her complaints to Stellantis customer care. Below is what he sent me:
  
  She has contacted  ******* over wait times at multiple stores.  I believe she services with your store, not asking you to put her at the front of the line, but the sooner ya can squeeze it in the better.  Thanks!
  
  I have already emailed the Stellantis Tech advisor about the BBB complaint to see how ********** wants to proceed with the Lyft payments and her other items. Once I hear I back I can update you. 
  
  ******************* did contact her today after we got the vehicle diagnosed and advised me a few ago that she seemed happy that we got it diagnosed so quickly. She is purchasing a cabin filter on this visit, but declined the tires the vehicle needs."

  Follow up after she picked up the vehicle at Fowler Jeep of Boulder from *************************** service manager:

  "Good Morning,
  
  We finished the repairs on her vehicle yesterday. The guest picked her vehicle up yesterday. ******************* the advisor advised me she seemed happy about getting her vehicle back so quickly.We did not charge her anything on this visit. She did not mention anything to **** about the BBB complaint and did not ask **** for anything either.
  
  I have not heard back from Stellantis yet." 

  In summary, Fowler Jeep of Boulder has done their best to accommodate ******************************  Her desired resolution mentions she really is not focusing her complaint on Fowler Jeep, but Stellantis.  At this point, we apologize for the inconvenience to the customer and will do our best to get her Lyft expenditures back from Stellantis.  I believe we have done our part to help her.  I am not sure what else ***************************** wants us to do other than what was described above.

  Kind regards,

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

  Fowler Holding Company