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:03/04/2025

  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.

  Bought a 2022 Ram 2500 in November of 2021 from *** ***** Dodge Ram in *********. In November of 2024 i brought the truck in due to mechanical issues. I was told it needed a turbo actuator which was replaced but did not fix the problem, later was told it needed a new turbo. This was replaced and I picked up the vehicle in early December. As I was driving it home an error message came across the dash and I returned the vehicle to the dealership. It took them a few days to diagnose the problem and then told me it needed a new catalytic converter. Problem was they could not get this part for 2 weeks, I was told January 6th it would be done. I continually recieved messages from the dealership stating the part was delayed. On the third call telling me the part was delayed the service advisor told me I could contact ********** to see if they could do anything. This was January 24th and I contacted them that day and started a case. My case manager ******* told me I could be reimbursed for a comparable rental truck since the rental provided was a small car and not conducive to my work. On February 3rd I picked up a comparable 3/4 ton truck and turned in the car. During this time I spoke with ******* several times with no resolution and she offered to compensate me for the loan payments. I provided the necessary paperwork for this reimbursement and she confirmed receipt. On February 10th my truck was finished, I turned in the rental truck and picked up mine. I paid for the rental out of my own money assuming ******* would reimburse me as discussed. Now that I have my truck and I am trying to close out the case i am told ******** will only reimburse the rental or the payments, not both. Additionally, she tells me the loan reimbursement will only be from the time the case was started (January 24) to the time i got my truck back. This was not how it was explained to me during our conversation. I was assured rental reimbursement and loan payment reimbursement.

  Business Response

  Date: 03/07/2025

  As a local dealer, Jim Browne Chrysler Jeep Dodge Ram of Dade City is eager to accommodate customers needs to the best of our ability.
  
  Any terms, negotiations and agreements between the manufacturers customer care representative and individual customers are relayed to management on a case by case basis.
  
  While we certainly appreciate the customers position, we must ultimately abide by any decision made at the corporate level. 
  

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 23014122
  
  I am rejecting this response because: this dispute is with ******** and what was offered during my conversation with the case manager.  I was promised rental reimbursement and reimbursement for loan payments and now they want to retract. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:08/23/2024

  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 2022 Chrysler 300 I purchased brand new from this dealership has had an issue with randomly loosing power and shutting off for two plus years. Also, the service shifter message continues to pop up periodically tripping the check engine light and renders my vehicle almost immobile. I had factory warranties when the problem first occurred, and now Im into my extended warranty still with the same issues. *** received no remedy for the issue. It keeps popping a can bus gateway module code, but they wont admit that is the issue with the vehicle. The vehicle seems to have a faulty gateway module or some other wiring issue. Im not looking to be taken advantage of when Im spending thousands in extra cover for this vehicle & cant get any help while I still have coverage. It feels like Im getting the run around until its not their responsibility anymore.

  Business Response

  Date: 08/27/2024

  General manager *********************** phoned and spoke with the customer on the morning of August 27, 2024, in an effort to reach a resolution but was unsuccessful.
  Upon review of the vehicles service history, service manager *************************** scanned and forwarded a total of four repair orders written since its purchase:
  
  July 12, 2022 [***** miles] Our technician replaces one of the vehicles tires under its road hazard warranty policy, resulting in no out-of-pocket costs to the customer.
  
  March 8, 2023 [****** miles] The customer requests that we perform an outstanding manufacturers recall. He states that the vehicle has been making a clunking noise at start-up, bogs down due to a lack of power and that its left speaker has been fading out. After performing a series of extensive diagnostic tests, our technician is unable to replicate any of these issues.
  
  Upon further review, the customers repair order makes no mention of any shifter issues, nor does the technician note any shifter-related problem codes.
  
  June 12, 2024 [****** miles] The customer states that both shifter and check engine lights are illuminated and the vehicle tends to stall after idling over an extended period. Our technician is able to retrieve a series of stored codes, but unable to replicate any of the customers complaints. A series of software updates are performed on the vehicle at no charge to the customer.
  
  August 22, 2024 [****** miles] The customer states that both shifter and check engine lights are again illuminated. Our technician retrieves another series of stored codes, but is again unable to replicate the customers complain. Another series of software updates are performed on the vehicle at no charge to the customer.
  
  
  While we understand and empathize with the customers position, our factory-trained technicians must follow a flow chart while attempting repairs and strictly adhere to a step-by-step process of elimination as mandated by the manufacturer.
  
  Should you have any further questions, please contact general manager *********************** directly at *************************.
  
  Thank you.

• Initial Complaint

  Date:05/22/2024

  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 April 12th I had scheduled maintenance done on my 2019 Ram 2500. Per this scope of work I had paid to have 16 new spark plugs installed, a coolant flush and an oil change. I paid the dealership to do this scope of work so it would continue my extended warranty. On the evening of 5/20/2024 as I occasionally do I opened my hood to over look my engine bay and check for leaks or excess wear. I am knowledgeable with engines and maintaining vehicles and also know when something has been serviced and has not.It was to my surprise that not one handling **** was on any of my 8 coil packs, not any tool ****s, no dirt had been disturbed on the coil pack connectors, no coil pack screws were dis-logged and re-torqued. No opposing hoses or engine components had handling ****s of any sort. The drivers side of the engine, and the back 2 drivers coil packs most definitely would have handling ****s as the brake booster and other engine components are hindering the access to these coil packs and spark plugs. I have photos and am seeking immediate correction on behalf of the dealership. To add to this with the coolant flush and re-fill this is a closed system. it fully appears that the coolant was just topped off in the degas bottle and not pumped out and exchanged as I had paid for.

  Business Response

  Date: 05/23/2024

  Service manager *************************** confirms that he met with the customer on May 21, a full month after the service visit in question, and asked that our technician pull one of his Ram pickups new spark plugs as proof that all services were performed as indicated on his repair order.
  
  The customer admitted that he was incorrect in his assumptions, stated that he felt embarrassed by the accusation and wished to personally apologize to the technician.
  
  Should you have any further questions or concerns, please contact general manager *********************** directly at *************************.
  
  Thank you.

• Initial Complaint

  Date:04/25/2024

  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 want to express my deep dissatisfaction and concern regarding multiple service failures and poor customer treatment at *** ********************************************* Jeep in *********. My experiences with this dealership have been highly distressing, reflecting a lack of integrity and professionalism that demands attention.In February 2024, I brought my 2018 Dodge Caravan to *** Browne Chrysler Jeep for significant repairs, including work on the strut, rack and pinion, shocks, timing cover, and valve cover gasket. These repairs amounted to nearly a thousand dollars. Despite this substantial expenditure, the vehicle's issues persisted, necessitating another visit. During this second appointment, the dealership performed an oil change and tire rotation without my consent and charged an additional $200. While they refunded some of this fee after I raised concerns, the vehicle continued to leak oil, indicating the repairs were ineffective.Given these troubling outcomes, I was reluctant to return but decided to bring my 2022 Jeep, still under warranty, for a scheduled 15,000-mile service on April 16, 2024. This included an oil change, tire rotation, and wheel alignment. Despite arriving early, my vehicle was not taken into the service bay until more than two hours later, and I observed other cars being prioritized over mine. Crucially, from an external vantage point, I could see that the tire rotation and alignment I was billed for were never performed. I had marked the tires beforehand to verify the rotation, and post-service inspection confirmed that they had not been moved.Following these service failures, I contacted the service manager to discuss these issues. The response was disheartening; the manager was condescending, dismissive, and insistent that the claimed services had been completed, despite clear evidence to the contrary. Further exacerbating the situation, I discovered that my glove box had been tampered with during the service, resulting in the loss of my spare tire key.

  Business Response

  Date: 04/30/2024

  The customer brought his *************************** Grand Caravan to *** Browne Chrysler Jeep Dodge Ram on February 2, 2024, asking that we address a clunking noise he was experiencing when making hard turns, a noise coming from the rear of the vehicle when driving over bumps and an apparent fluid leak.
  After inspecting the vehicle and duplicating the customers concerns, our technician replaced the vehicles suspension strut, rack and pinion steering gear and rear shock absorbers. The oil leak was rectified through the installation of new chain case, cylinder head, intake plenum and manifold gaskets. The customers service contract covered everything but a $100 deductible and the cost of replacing and installing the new shocks.
  The customer returned on February 20 asking that we address an AC unit that was displaying a No Blower alert and blowing warm air. Our technician replaced the vehicles temperature actuator and, after performing a partial charge and leak test, its rear evaporator. According to the customers service advisor, he also requested that we perform a routine lube, oil and filter change and tire rotation.
  Apart from the oil change, rotation and his $100 deductible,all services were covered under warranty or the customers service contract.Once the customer informed us that the oil change and tire rotation were performed on his vehicle without consent, the charges were refunded with no further questions asked.
  The customer returned on February 26 to say that he was hearing a clicking noise when turning his wheel. Our technician determined the noise was due to failure of the vehiclesleft front strut mount. The strut assembly was replaced under warranty and an alignment performed at no cost to the customer.
  The customer returned again on April 16 with a 2022 *************, asking that we perform a lube, oil and filter change, tire rotation and alignment. With the customers consent, we also replaced the vehicles wipers.
  Records indicate that the Wrangler was initially scanned into our computer system at 7:25 a.m. and returned to the customer at *************** a total shop time of two hours and ten minutes. Although our advisors and technicians strive to get customers vehicles in and out of the shop in as timely a manner as possible, service lane traffic and other variables occasionally result in a longer wait time than usual.
  The dealerships camera system confirms that our technician performed the tire rotation as requested, while our alignment equipments history component indicates that the Wranglers Vehicle Identification Number was entered into the system that morning and the service completed as indicated.
  General manager *********************** says that he spoke with the customer directly and invited him in to view the camera footage and VIN history at his leisure. The customer declined.
  Should you ***** any further questions, please contact **** directly at *************************,
  Thank you.
  

  Customer Answer

  Date: 05/03/2024

   
  Complaint: 21619187
  
  I am rejecting this response because:

  Here is a list of the Events and issues.

  
  02/02/2024 2018 Dodge Grand Caravan.  R.O. ********* / 1 ********* / 2 paid $593.85 Caravan ****************** Leak and Clunking when going over bumps, including squeal and clunking noise
  Gaskets were replaced, rear shocks, alignment.
  Still had many of the same issues when I took it home.

  02/20/24 2018 Dodge Grand Caravan.  R.O. 100677420/1 and 100677420/2
  I did not ask for oil change, tire rotation.
  Total ****** for work that should not have been charged to me.
  The Strut issue should have been replaced on 02/02/24 with the original issue not charging me again for Warranty items.
  Air Conditioner was working before we brought this vehicle into *** Browne
  Air Conditioner not working when we picked it up, I called the next morning to tell them, they said to bring it back in.
  Air conditioning was broken on 02/02/24 by *** Browne
  Refund my $******

  02/26/24 2018 Dodge Grand Caravan.  R.O. ********* Complaint Clicking when turning wheel.
  Third attempt to fix original issue.
  A/C Not working right and No Blower Light Flashing.
  Originally this was not a problem, only became a problem after their repair on 02/20/24.
  A/C blows warm.
  Originally this was not a problem, only became a problem after their repair.
  Still had noise and clunking sounds even though this was supposed to be repaired already.
  $96.27 was refunded to me after I complained that I did not authorize oil change and tire rotation and was never informed of the charges until after I picked up the vehicle.
  All these should have been Part of the original work and was never performed correctly.
  *** Browne broke my A/C and did unnecessary work that I should not have to pay for.
  Refund the $100.00
  Note: the oil is still leaking and has not been corrected and I was told I was making it up.

  
  04/16/2024 2023 Jeep, when in for 15,000-mile checkup and Oil Change.
  Sat outside on a bench in full view of vehicle.
  Tires had been marked with chalk prior to bringing in vehicle due to already outstanding trust issues.
  Mechanic never rotated the tires.
  Tire marks indicated that no tire rotation was complete.
  Factory Paint marks on suspension also indicate that no wheel alignment was performed, however paperwork shows it was done.
  Glove Box had been gone through and spare tire key is missing.
  Plastic gear found on floor of passenger side, later and when I took it to a local mechanic friend, he showed me where *** Browne broke my glove box.
  See Pictures attached.
  When I complained about the issues it was very confrontational by management and they were not interested in hearing my views.
  They tried to tell me it was on camera changing tires, however there were many Jeeps there in my color and camara footage was probably not mine but another.
  Again, I was in full view of the vehicle at all times when they brought the vehicle into the shop and when it was removed from the bay.
  There was no alignment or tire rotation completed.
  **** was extremely rude and condescending and I ended up hanging up the phone because of his verbal abuse.
  I did not refuse to look at the video, I hung up after the rude conversation with ****.
  I want my glove box fixed and my spare tire returned to me.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/08/2024

  General manager *********************** confirms that he was present when service manager ********************* spoke with the customer over the telephone. He found ****** approach to be patient, courteous and professional in every way.
  
  After the customer hung up on *********************, **** attempted to reach out to him personally.His call went directly to voicemail and was never returned.
  
  Since the only representative the customer has spoken with is *****, any accusation that he was ever treated in a rude or unprofessional manner is patently false.

  Customer Answer

  Date: 05/10/2024

   
  Complaint: 21619187
  
  I am rejecting this response because:

  *** Browne's approach to addressing customer complaints often seems evasive, focusing more on deflecting and diverting attention away from the real problems rather than confronting them head-on. This method, often perceived as gaslighting, leaves customers feeling ignored and frustrated.Instead of providing clear solutions or acknowledging the issues at hand, there appears to be a persistent attempt to obscure the facts and sidestep responsibility, which only compounds the dissatisfaction and mistrust among those seeking genuine resolutions.
  This also was one of the main reasons I hung up on ***** alongside his rude and demeaning tone.
  
  **** left me a message, prompting me to return the call later that day.  Upon calling back, I was informed that he was not available at the moment. I was assured that **** would return my call as soon as possible. Unfortunately, that follow-up call never came, leaving the matter unresolved and adding to my growing frustration with the situation.
  Facts
  02/02/2024 2018 Dodge Grand Caravan.  R.O. ********* / 1 ********* / 2 paid $593.85 Caravan ****************** Leak and Clunking when going over bumps, including squeal and clunking noise
  Gaskets were replaced, rear shocks, alignment.
  Still had many of the same issues when I took it home.
  02/20/24 2018 Dodge Grand Caravan.  R.O. 100677420/1 and 100677420/2
  I did not ask for oil change, tire rotation.
  Total ****** for work that should not have been charged to me.
  The Strut issue should have been replaced on 02/02/24 with the original issue not charging me again for Warranty items.
  Air Conditioner was working before we brought this vehicle into *** Browne
  Air Conditioner not working when we picked it up, I called the next morning to tell them, they said to bring it back in.
  Air conditioning was broken on 02/02/24 by *** Browne
  Refund my $******
  02/26/24 2018 Dodge Grand Caravan.  R.O. ********* Complaint Clicking when turning wheel.
  Third attempt to fix original issue.
  A/C Not working right and No Blower Light Flashing.
  Originally this was not a problem, only became a problem after their repair on 02/20/24.
  A/C blows warm.
  Originally this was not a problem, only became a problem after their repair.
  Still had noise and clunking sounds even though this was supposed to be repaired already.
  $96.27 was refunded to me after I complained that I did not authorize oil change and tire rotation and was never informed of the charges until after I picked up the vehicle.
  All these should have been Part of the original work and was never performed correctly.
  *** Browne broke my A/C and did unnecessary work that I should not have to pay for.
  Refund the $100.00
  Note: the oil is still leaking and has not been corrected and I was told I was making it up.
  04/16/2024 2023 Jeep, when in for 15,000-mile checkup and Oil Change.
  Sat outside on a bench in full view of vehicle.
  Tires had been marked with chalk prior to bringing in vehicle due to already outstanding trust issues.
  Mechanic never rotated the tires.
  Tire marks indicated that no tire rotation was complete.
  Factory Paint marks on suspension also indicate that no wheel alignment was performed, however paperwork shows it was done.
  Glove Box had been gone through and spare tire key is missing.
  Plastic gear found on floor of passenger side, later and when I took it to a local mechanic friend, he showed me where *** Browne broke my glove box.
  See Pictures attached.
  When I complained about the issues it was very confrontational by management and they were not interested in hearing my views.
  They tried to tell me it was on camera changing tires,however there were many Jeeps there in my color and camara footage was probably not mine but another.
  Again, I was in full view of the vehicle at all times when they brought the vehicle into the shop and when it was removed from the bay.
  There was no alignment or tire rotation completed.
  **** was extremely rude and condescending and I ended up hanging up the phone because of his verbal abuse.
  I did not refuse to look at the video, I hung up after the rude conversation with ****.
  I want my glove box fixed and my spare tire returned to me.
  
  To sum up, my experience with *** Browne's service center has been persistently unsatisfactory and troubling, starting from the unresolved initial issues with my 2018 Dodge Grand Caravan to the recent servicing of my 2023 Jeep. Despite multiple repair attempts and substantial payments, the problems with my Caravanoriginally reported on February 2, 2024, involving oil leaks and suspension noisesremain unaddressed. Additional services, including unnecessary charges for an oil change and tire rotation on February 20, 2024,were performed without my consent, leading to further disputes and a partial refund. Moreover, damage to my air conditioning system during their initial handling has resulted in continuous malfunction and inconvenience.
  My attempts to resolve these issues have been met with dismissive and confrontational responses from the staff, particularly from ****, whose lack of professionalism exacerbated the situation. The missing spare tire key and the broken glove box in my Jeep following its last service visit are yet further examples of negligence and poor customer service. Despite having proof of the service center's failure to perform paid services like tire rotation and wheel alignment, I have faced accusations and gaslighting instead of constructive solutions.
  Given this series of unresolved and new issues, I demand not only the necessary repairs and refunds but also a commitment to substantial improvements in customer service and accountability from *** Browne's dealership.

  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/26/2024

  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 Saturday March 9th, I took my 2023 Dodge Challenger into *** Browne (The place of purchase) to have a nail removed/Tier replaced on the back driver side. After being told the tier was not in stock and to come back in on Monday March 11th, when the tier would be ordered and available for the repair. I was made to wait close to 4hr's between the times of 9:30a - 2:15p. and only receiving a half hearted apology and a plie to leave a good survey (Which I never received) for the wait, I returned home to find the rim of the tier that was replaced had been damaged and covered up with paint that didn't even match the rim color. I immediately contacted **** the service Tech that was helping me through the whole process to inform him about the rim damage. He asked me to bring my car back in on Thursday March 14th, to only find out he was not even working that day. So after explaining to another service Tech what happened, he brought out the Shops Manager to speak with me about the damage. This gentlemen immediately started covering for his guys in the shop buy saying if one of his guys had done this they would not have a job and offered nothing in the form of a resolution to fix the damage. I still to this day have heard back from anyone at *** Browne.

  Business Response

  Date: 03/28/2024

  General manager *********************** confirms that he spoke with the customer and believes the issue has been resolved.

  The customer stated that he will update and remove the ********************* case at his earliest convenience.

  
  

• Initial Complaint

  Date:07/18/2023

  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 purchased a truck from *** Browneon May 31st in Tampa, I traded in a 2018 ****** frontier, *** Browne has not done payoff on the ****** and now the finance company is harassing me for money owed. We have been dealing with this for almost 2 months, we have reached out to ***************** several times and keep getting a run around. This is causing me a lot of stress and anxiety. This is going to affect my credit score and ** at the end of my rope with this.

  Business Response

  Date: 07/19/2023

  The dealership in question is no longer owned and operated by *** Browne Auto Group.
  
  Should you have any further questions or comments, please contact customer relations manager ******************* at **************.
  
  Thank you.

• Initial Complaint

  Date:06/15/2023

  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.

  We took our family truck there since it was blowing hot air. After a workup, they revealed we needed a new compressor. $5,000 and one month later, our truck unfortunately started blowing hot air again. We took it back, which they then reported a small leak they missed the first time the truck was brought in and will fix it for $1,300. But will knock it down some to $1,000 since we had already spent $5,000 a month earlier. We declined. We took our truck to local company in the community which they revealed the compressor *** Browne had installed was used and the solution was a simple plug that needed to be replaced. Which was $150 to replace. *** Browne took compete advantage of our family and situation (I was expecting a baby who has since been born and we have a four year old as well and needed this vehicle fixed) and we feel so cheated. Prior to the maintenance, they attempted to try to talk us into trading in our current truck for a newer model. It seems like a money game to them. We would like to file a lawsuit but my husband, being a Pasco county deputy, unfortunately said it would probably cost more to file. So, we are hoping something, anything, can get done about the injustice we experienced from this crooked company and/or preventing this to happen to other families. Thank you.

  Business Response

  Date: 06/19/2023

  Our records indicate that the customer brought her 2015 Ram pickup to *** Browne Chrysler Jeep Dodge Ram on February14, 2023, stating its air conditioning system was not blowing cold. At the time of writeup, the vehicle had ******* miles on its odometer.
  After inspecting the vehicle, our service team determined that its evaporator was leaking and provided the customer with a written estimate of just less than $5,000 to replace the evaporator, humidity sensor, suction line and compressor.
  Each item would arrive new from the factory and include a two-year warranty on both the parts and labor.
  As is common practice with expensive repairs on high-mileage vehicles, the customer was advised to weigh the option of purchasing another vehicle. The customer declined.
  After completing the repair and applying all available discounts, her final bill came to $4843.24, after taxes.
  ************** pressure-tested the entire AC system to ensure there were no leaks prior to redelivery.
  The customer returned with the vehicle on May 19, stating that the air conditioning system was again blowing warm. Its odometer now read *******, a difference of ***** miles.
  Because wed performed a large repair on the vehicles AC system just three months earlier, service manager *************************** opted to waive the dealerships normal $199.99 diagnostic fee.
  After performing a dye test, ************** determined that the systems liquid line had begun to leak.
  Since there was no indication of additional leaks after the initial repair, ************** found no reason to justify replacement of the freon line as well.
  Once the new compressor was installed,however, the resulting pressure may have well resulted in additional strain on the systems existing components.
  In an effort to provide a few monthsworth of additional cooling before the fluid leaked out again, we refilled the customers AC system with freon at no charge and provided her with a written estimate of $1333.60, after taxes.
  The customer declined the repair.
  Should you have any further questions,please contact service manager *************************** or general manager *********************** at **************.
  Thank you.
  

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20178737
  
  I am rejecting this response because:

  The statements made in the business response were not only inaccurate (never received any paperwork regarding the "two year warranty" on the parts), but insulting as well. The business was insinuating that they were doing us a favor by waiving the fee to have the vehicle inspected (again, which was part of their own error for if the leak was detected by the original inspection we wouldn't of had to be back). Also, technically speaking, is a vehicle over ******* considered high milage? And putting on an extra ***** from the time of the original inspection really put more damage on a vehicle? The mechanics I spoke to say otherwise. I believe this was a way to instigate more money from us, especially since we declined trading in the vehicle which would mean more profit for the business. It is insulting that this business believes they were doing good deeds when in actuality they were being untrustworthy, dishonest and avaricious.  I wish to proceed further action due to the fact that I am sure this business has cheated others before and some action, even the littlest, could help and assist and prevent others from being victims as we were. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/26/2023

  *** Browne Chrysler Jeep Dodge Ram stands by its initial response and firmly refutes any allegation that we intentionally misled this or any other customer.
  
  A copy of our Parts and Labor Warranty is printed on the back of every repair order and has been attached top this response.
  
  Should you have any further questions, please contact general manager *********************** directly at *************************. Thank you.

  Customer Answer

  Date: 07/02/2023

   
  Complaint: 20178737
  
  I am rejecting this response because:
  The business continues to refuse our complaint validity, accept responsibility for their actions and overall poor business quality and management.

  We never received warranties for said parts. And this is really all about the leak that was supposed to be detected in the first place with their very tedious inspections. Afterall, paying almost $5,000, a small leak should have been detected at the initial inspection. But the business refuses to acknowledge this lack of service and instead blame a small increase in milage on the cause and adding that they gave us special discounts to disguise the fact that they were charging us way too much for a service. 

  It appears this business wants this ordeal to be done with and it appears we won't see any conclusion that can satisfy our party (since the business already got paid) but I am hoping this business gets reprimanded in some way for the actions that they refuse to accept responsibility for. 

  Thank you.

• Initial Complaint

  Date:03/08/2023

  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.

  Latest Date 03/01/2023.We purchased a new 2016 Chrysler ************** in October of 2015. We chose *** Browne to deal with as they offered a ************** train warranty with the purchase of a new vehicle. In our effort to keep this warranty enforced we used *** Browne Service to maintain and service our van, with the exception of a couple of oil changes. On Wednesdays March 1st we took the van to *** Browne to address a shudder and vibration when accelerating between ***** MPH. We were told we would need to pay a $199.55 evaluation charge. we agreed and dropped the van off to be checked out. Within 2 hours we were contacted by our service advisor and told we needed a new transmission and the charge would be $7,000.00. We thought this would be covered by our lifetime extended powertrain warranty. ***********************, our service advisor, asked us if we had notified the extended warranty company about each of our service activities. This was the first time since our purchase, in October of 2015, through all of our visits to the *** Browne ****************** for the last 7 plus years that we were told by anyone at *** Browne that we were supposed to notify the extended warranty company about having services performed. An ethical dealer would have notified us and/or the extended warranty company at the time all service visits we had at. By the way, we have all of the receipts for every visit since we bought the van, but apparently ***************** said that is not good enough to get us warranty coverage for our transmission.We feel like this was a 'bait and switch' with *****************, or a conspiracy between ***************** and the ***************** We feel very cheated. This is the third ************** we have owned, and the first one with transmission problems. The other two we had over ******* miles with no major issues.

  Business Response

  Date: 03/15/2023

  A copy and explanation of Jim Browne Automotive Groups Lifetime Warranty policy is provided to all customers as part of the finance and insurance sales process.
  
  As stated in the contract, all vehicle maintenance requirements must be performed at one of our *** Browne Automotive locations unless the owner resides more than fifty miles away. In such instances, the owner must pre-notify the ************************* at the toll-free number provided and receive authorization prior to having the services performed elsewhere.
  
  The attached letter from the *************************s claims department indicates that the customer failed to contact the company within the required 12 months or ****** miles, resulting in the voiding of their contract and denial of their claim.
  
  Should you have any further questions or comments, please contact general manager *********************** at **************. Thank you.

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19557262
  
  We are rejecting this response because:

  This is a totally bogus excuse on *** Browne's part.  I used *** Browne for all of my service.  ***************** knew these requirements were in the warranty companies' terms but they, *** Browne, never mentioned these to us at any time during our purchase nor at any of our 6 years of service visits to *** Browne.  This was a dodge by the warranty company and *** Browne was aware of this dodge and played right along with the warranty company aiding them in dodging a warranty payment.

  This warranty offer by *** Browne is a scam and fraudulent as they never intended for it to be in effect.

  Sincerely,
  
  *********************

  Business Response

  Date: 03/16/2023

  Attached is a copy of the Warranty Forever contract signed by the customer on the date of sale clearly stating all of the aforementioned guidelines. 

• Initial Complaint

  Date:12/22/2022

  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.

  Purchased a 2020 GMC Terrain 10/22/22 at ******************************* Chrysler in *********, ** . I asked repeatedly to the sales manager and the general manager and Sales Girl everyone said clean car fax it was supposedly 1 owner they specifically told me it was just a trade in from a ******* resident.. I even asked if it came from out of state , First off the committed fraud This car was not just a trade in from a one owner in ******* but rather it came from ********, ** - Where it snows and they use the Salt to melt the ice and snow the problem is that causes the car to start to rust and undercarriage including but not limited too , corrosion and damage to brakes rotors , structural frame , These people have and are in breach of the contract between them and I for selling me a car they know something was wrong with and wouldnt last ! Well and the fact they will say wear and tear on vehicle no ! They also charged me ridiculous fees and even tax on Service contracts and Maintenance add ons we had agreed on a price and they switched that up but , I will not put up with being lied too about the history of a vehicle I purchased with my hard earned money ! I have called and no surprise to me no return calls and no one would even talk to me when I finally got through but hung up on me !! Well what you have done is unacceptable and I will not take this type of customer service and disregard for anyone but their on fraudulent ways lying down I am in the process of doing what needs to be done ! There are different statutes in place for this type of thing and ! Im going up there begins they cant return a call or even speak now cause they have been busted for falsely claiming vehicle was with out any issues and never been out of state ! Crooks and also when I called to have them look at my car cause the. auto / stop just started doing it I was informed to take to GMC dealership cause its still under factory warranty like who does that and the vehicle has a open recall !!

  Business Response

  Date: 12/27/2022

  Sales manager ********************* explains that the customer initially contacted *** ********************************************* Jeep ********************** Ram to inquire about a 2020 GMC Terrain.
  
  ***** explained that the vehicle was located at our sister store, *** Browne Chevrolet Buick GMC of *********.
  
  Records indicate that the vehicle was originally purchased on December 18, 2019, from a ***************, **********************************************.
  
  An application for the title and registration as a lease vehicle was filed with the **************** on December 30, 2019. The title was issued and updated on January 9, 2020.
  
  Had the customer asked if the Terrain was a ******* vehicle, ***** would have explained that it was leased out of a dealership in ******** and returned to ******* to be titled and registered.
  
  The customer made an out-the-door offer of $30,000 for the vehicle.
  
  After working with a member of our sales team, she was informed that her mother would be required to co-sign for the vehicle before Chrysler Capital would finance the purchase.
  
  Chrysler Capital agreed to the loan at a final price of $28,203, provided that both the customer and her mother would be responsible for the loan.
  
  In keeping with company policy, finance manager *************************** informed the customer that the purchase of any extended warranty and/or maintenance packages would increase her monthly payment accordingly, as Chrysler Capital allows buyers to bundle back-end products into their financing.
  
  Despite this disclosure, the customer phoned several days after the purchase to ask why the total amount she had financed had increased. ****** again explained that after purchasing an extended warranty and maintenance package her total purchase price had increased by $4,433.
  
  ****** suggested that the customer come back to the dealership and cancel her warranty and maintenance package so the difference would go back to Chrysler Capital and reduce the total loan amount.
  
  As of this writing, the customer has yet to return to the dealership or speak with either sales manager ********************* or general manager ************************
  
  Should you have any further questions, please contact ***** or **** directly at *************.
  
  Thank you.