Business Profile

New Car Dealers

Jacksonville Chrysler Jeep Dodge Ram

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Complaints

Customer Complaints Summary

21 total complaints in the last 3 years.
7 complaints closed in the last 12 months.

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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:04/24/2025
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.
On April 4, 2025, I took my **** F150 into the dealership and traded it in on a Ram 2500. The dealership was to pay the remaining balance of my loan on the F150, plus give me credit on trade in. The deal was made, papers were signed, and I took my new Ram 2500 home. They kept the **** F150. Weeks later the finance company wants the money for my payment on the F150. I called the dealership multiple times during business hours and could only get through to a machine. I left messages but never got a call back. I called the finance company and explained the situation. The finance company made multiple calls to the dealership with the same results. They have my truck and without paying for it. This will ruin my credit.
Customer Answer
Date: 04/24/2025
Jacksonville Chrysler Dodge Jeep Ram
**********************
Jacksonville. FL. 32256
Business Response
Date: 04/28/2025
To Whom It May Concern,

The dealership has spoken to the customer this past Friday and has explained what happened when processing the deal. The check for the payoff for the customers trade in has been sent to the lender. The vehicle was paid off in accordance with all contracts with the customer.
SIncerely,

Jacksonville Chrysler Jeep Dodge Ram
Initial Complaint
Date:04/14/2025
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.
On 10th April 2025, at approximately 1100, I visited this location and received an Offer from the dealership to purchase a set of running boards and labor to be installed on my newly purchased vehicle on Friday, 11 April 2025. I had three phone conversations with the salesman, in which he coordinated my time and never changed the original price of 900, which included the product and the 1-hour labor. The one-hour labor was set by a service manager the day before, in front of me. I arrived at the dealership as planned after submitting the *** to make the appropriate time. After arriving approximately at 1445, A service agent asked why I was there and had me wait while he spoke with another agent; I was called over to their desk and was told the price had changed significantly as they had to charge me twice for the service hour. As a client, I received a contractual offer that they altered on the day of service to favor their business and take more money from me. If they had to amend the agreement, they had three phone calls. I wasted time out of work and searching to buy the product I was trying to purchase (Running Boards). I approached the salesman and told him I wouldn't pay the extra money because, as a reasonable person, it was clear they were fraudulent in their business offer. No attempt was made by their manager or anyone there to correct the situation, and no additional conversation with me started to find a solution. I am holding off on any further legal action until this matter is resolved through BBB, but it is clear that the dealership is guilty of a breach of the contract.
Business Response
Date: 04/22/2025
To Whom It May Concern,
We have been trying to piece together what happened with Mr. ************ visit. It appears he was not speaking with a sales person, but a parts employee who gave him pricing on a particular style of running boards. I am not sure that the customer has said quote in writing, however, no one was trying to take more money from him. It was a miscommunication by the parts employee. After speaking with ***** *****, the ****************** leader, he has agreed to install the running boards for the 1 hour labor, thus matching what the customer is stating in his description to the BBB. Mr. ********** can reach out to ***** ***** to schedule this at his convenience. ***************** is his email address, or he can be reached at ***********************.

Thank you,
*** ******
Jacksonville Chrysler Jeep Dodge

Customer Answer
Date: 04/22/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 23192978
I am rejecting this response because: I was in front of a the parts salesman and a service department employee. The service department employee asked me if the running boards were power, which I responded no they are not. At that time she told me that takes less than half an hour per side but I have to charge you for a full hour. I agreed to the one hour in front of both the part sales person and the service person. They certainly violated the original price, and attempted to take more money than agreed on from me. I will be looking at further steps through the State of Florida Agriculture and consumer services or a different avenue. They are abusing their customers and till this day no one from their team has reached out to talk to me about the topic. They appear to be very comfortable breaching contracts.
Regards,
********* **********
Business Response
Date: 04/22/2025
The dealership responded that the customer could contact ***** *****, the service director, and that ***** would take care of him and add the sidesteps he inquired about for the $900.00 he was quoted. According to the last message forwarded to us from the BBB, the customer has rejected that response? We are not sure what to do at this point in time? It seems in the original complaint, the customer wanted just that. If the ******************** would like to intervene and let us know where to go from here, that would be helpful at this point.

Sincerely,
*** ******
Jacksonville Chrysler Jeep Dodge Ram

Customer Answer
Date: 04/23/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 23192978
I am rejecting this response because: Although the dealership has reverted to their original price, I cannot trust them to do the job. They are willing to honor the original price but this was done only after the BBB complaint was written, and their initial response lacked care for their fraudulent act. They never tried to contact me; they tried to defraud me and made me lose time which included time out of work. I cannot in good consience accept their response as a good faith act.
Regards,
********* **********
Initial Complaint
Date:03/10/2025
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.
In March 2024, my 2014 Red Fiat 500L was towed to your dealership due to a suspected recall issue, as directed by my insurance. After multiple attempts to secure a tow, my car was delivered, and I was assigned ****** ******. She informed me the battery was dead and quoted $500 for a replacement, or I could retrieve and replace it myself, which I did. After installation, ****** stated the recall update was completed, but the car still wouldn’t start. Service concluded the starter had burned out, quoting $1,300 for repairs, or I could purchase and bring in the part myself. I did so, and the starter was stored in ******** office.

Days later, ****** informed me she was out of office, and her partner would keep me updated. *****, a technician, installed the starter and contacted me repeatedly, questioning whether the car had been sitting unused. I clarified it was a daily-use vehicle and had stalled while I was visiting my brother. After nearly a month without updates, ****** finally called on April 1, stating the car had jumped timing and required a $13K repair. She suggested speaking with a salesperson.

In June 2024, I contacted the service manager and customer support manager to resolve my bill. ***** ***** quoted me $1,438.68 for the starter replacement. On June 7, I requested an itemized statement but received no response. In February 2025, I received a certified letter stating my vehicle would be auctioned in March if my debt remained unpaid. I reached out again, and ***** ******* later provided a service summary totaling $2,658.10. When I questioned the charges, ***** maintained my balance was $1,438.68. After multiple follow-ups, he finally sent a screenshot showing the charges, including a $65.95 recall fee and $668.66 for the starter—despite my providing proof that I purchased the starter myself.

To date, I have received no response or resolution, and with the auction date approaching (March 24, 2025), I have exhausted all options to settle this matter.
Business Response
Date: 03/13/2025
To Whom It May Concern,

After looking into everything and trying to make this as easy for the customer in an unfortunate situation where the vehicle was dead when we got it, then it needed a starter so we could start it to get it running so that we could figure out if anything was wrong besides the starter, the dealership will honor the customers request to help out with the overall bill. If the customer agrees to pay a total of $650, the dealership will release the vehicle to the customer. If that is acceptable, the customer can contact ***** ***** at (904) 493-0000 ext 2056 and arrange to make payment and get the vehicle picked up.
If you need anymore information or have further questions, please let us know.

Sincerely,
*** ******
Jacksonville CJDR
Initial Complaint
Date:01/06/2025
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.
To whom it may concern,
I am writing to address the forgery of my signature by the dealership and what appears to be a Bait and Switch, false advertisement and an egregious overcharge for my vehicle purchase at Jacksonville Chrysler, Jeep, Dodge, Ram, **** Dealership ***** ******* ****** ************* ******* ***** on May 25, 2024.
Jacksonville Chrysler, Jeep, Dodge, Ram, **** Dealership charged me several thousand dollars more for upgrades in the Dodge Durango SRT 392 Plus custom build I built online on February 16, 2024, however I did not receive these upgrades, and the Jacksonville Chrysler, Jeep, Dodge, Ram, **** Dealership have been avoiding me since the purchase of my vehicle and I have not been able to get the errors made on my vehicle fixed. I have been patient for 7-months and have allowed them time to do the right thing, and I have not heard a word from them.
See attached document for the pertinent details of this complaint. I spent over $87,000 dollars for my vehicle, and I want the error corrected or I can return their vehicle back to them and they refund my money. If you are unable to review the attached, please advise.
Business Response
Date: 01/16/2025
To Whom It May Concern,

customer ordered a Dodge Durango. They showed us on Dodge's website what they wanted. The dealership sales manager ordered the vehicle exactly like the customer ordered it. When the vehicle arrived, customer was made aware it did not have the RED dashboard they saw on dodge's website when they were mocking up their vehicle. Customer was not happy with that. Dealership personnel explained that is the way it comes, we have no idea what the red dash pictures on dodge's website were, but there was not even an option of ordering with a RED dash. When the customer came in to see the vehicle, we explained all of this multiple times. The customer was not really wanting to hear it and was blaming everyone for everything. We explained that if we re ordered another one, it too would not show up with a Red Dash. The customer was offered multiple times to simply not go through with purchasing their ordered unit. They did not take that option. They said they were buying it and they would get Dodge to put a Red Dash in. Dealership personnel also told them they doubted that could happen. At the end of the day, the customer had the option to not buy the vehicle and to not trade in their 2015 Durango. They chose to buy the Durango and trade theirs in. That is really the end of the story. They made that decision. Months later saying we owe them a RED dash is not an option. Months later saying that we "baited and Switched" them is completely inaccurate. Months later saying this is because of her race is completely slanderous. A customer who has written that she purchased many many vehicles from the dealership, from the same salesperson as a matter of fact, and now we have never treated her right because of her race? Customer also claims we should have rejected the vehicle when it came in and not had the transport truck drop it off is not even how that process goes. We cannot simply reject a vehicle that has been ordered, built, and then shipped to us, whether a customer ordered it or we simply ordered it for inventory, that is not, nor has it ever been the process. We informed the customer we could not get a durango with a red dash. We also told them they did not have to buy the vehicle. They chose to go through with the purchase regardless. As for being over charged and not getting options they ordered, the customer paid for the exact options that are on the vehicle they are driving currently. They were not charged for a red dash, because the vehicle did not have a red dash. They did not receive a rebate for being retired/disabled veteran because Dodge doesn't offer that rebate on all vehciles, specifically it is not offered on 392 Durangos. As for the matter of the second key, and the dealership in *****. We told the customer to get a second key made at the dealership closest to them and send us the bill so we could reimburse them. As of this writing, no one at the dealership has seen a copy of the bill for the second key. If the customer wants to provide the bill for the key, the dealership will reimburse them for the key from the Dodge Dealership in *****. To recap, if the customer provides with a repair order or receipt for the purchase of one key from their local dealer in *****, we will reimburse them for that key. There is no Red Dash, no red console....the customer was told this multiple times by multiple employees before purchasing the vehicle. The customer chose to buy it regardless. The customer was not overcharged.
Sincerely,

****** *********
Jacksonville CJDR

Customer Answer
Date: 01/19/2025

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: ********

I am rejecting this response because: The Jacksonville Dealership provided false statements that slandered and defamed my character, and they did not attempt to resolve the issues. I am not sure if the attached will go through or not, but if it doesn't is there an email address, I can send the documents to or a direct address at the BBB so that I can send via post office? I do believe these documents will better help to support my claims. I also have audio that I am unable to attach.

Regards,

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

Business Response
Date: 02/06/2025
Good afternoon,

We are rejecting the customer saying all the things she is saying. If anyone is guilty of slander, it would be her. If anyone has defamed anyone, it is her defaming the company. No one has slandered her, no one has treated her differently….our response from Travis is our factual response to her complaint. There are no false statements in our responses. There is not a resolution as explained in our previous response. There was a point, after the vehicle showed up at our dealership and the customer saw the vehicle, and before her taking delivery of the vehicle where it was 100% explained that the red dash was not available, and if the customer did not want the vehicle she did not have to take it. She chose to take the vehicle. We have been over this more times than we can remember. We have been threatened legally, we have received negative reviews that were not accurate at all. We are at a loss as to what more we can do to explain this. We could not have been more clear or had different managers try to explain before the customer took delivery of her vehicle and multiple times since.

Sincerely,

*** ******

Jacksonville CJDR
Customer Answer
Date: 02/08/2025

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: ********

I am rejecting this response because:
*** *********,
I appreciate your efforts but reject Jacksonville Chrysler, Jeep, Dodge, Ram, **** Dealership's comments. Just like the representative at the dealership, ****** *********, who responded to the Better Business Bureau first, neither he nor *** ****** have ever spoken with me or met me. They were never present at the initiation or conclusion of the vehicle sales’ transaction, nor did they participate in any phone or text message conversations between ***** **** ******** and I.
****** ********* and *** ****** have no firsthand knowledge or witnessed or heard anything that occurred during this transaction therefore their statements are hearsay and not factual and the dealership has done nothing to address my concerns, nor did they say any of the things they are claiming.
***** **** ******** was the sole participant in this vehicle sales transaction. I had a brief conversation with The Sales Manager, ******, when he approached after I requested to speak with the owner. I have third-party witnesses and audio recordings of my conversation with ***** **** ****** and ******, so *** ****** and ****** ********* should reconsider defending the information they received.

As mentioned, several times ***** **** ******** assured me he would get the problem resolved and I am not going to keep repeating the details that I have already provided evidence and have more evidence on I am unable to provide on the Better Business Bureau’s site. ***** **** ******** knows exactly what we discussed in which he made specific promises and there was no indication that he would not fulfill those promises otherwise I would not have proceeded with this purchase.

Unlike ****** ********* and *** ******, I have provided supporting documentation to support my complaint of my vehicle not being what I built online, and missing the Red Demon dashboard and console, the 2nd key Fob and cargo cover, deformation/slander of my character and forgery of my signature and what have they provided to support their rebuttal to my claims? They continue to overlook and not address the signed and completed delivery report on my behalf without my consent. Forging someone's signature on a legal document is a crime.

In the court of law, a person cannot present a claim or make accusations against someone without evidence. Both ****** ********* and *** ****** have made false accusations against me which once again is slander and deformation of my character by accusing me of threatening legal action and now writing negative reviews. I request that ****** *********, *** ******, ***** ********, and Sales Manager ****** provide the below specific supporting documentation that supports their statements made about me and send me a copy.

1. An email, voicemail, text message, written correspondence or any communication directly from me that threatened to take legal action. The email, voicemail, text message, or written communication should include the month, dates, times, my direct contact information, and my signature or printed name.

2. They also should provide the first and last name of the person who I spoke to and, the month, date and time this threat was made. Was it by phone, voicemail, letter, text message or written correspondence. If by written correspondence, this information should also include my written name, signature and direct contact information and if by voicemail, then they should be able to provide a copy of my voice making this threat.
If by telephone, the month, date and time of when this phone call took place, the first and last name of the person who I spoke to should be provided so I can ensure to match my phone records with the call duration, month, date and time.

3. Provide a copy of the negative review(s) I made which should have my name, user information, month, date and the name of the website where the negative review was left. I also would like a copy for my reference.

There is no law prohibiting individuals from writing reviews about their experiences with a business, whether those experiences are positive or negative. If such a law exists, could you please have them provide it along with a copy for my reference? One last thing, I keep a copy of every review I post so I look forward to seeing this negative review I posted in addition to the correspondence of my threatening to take legal action.

Regards,

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

Business Response
Date: 02/11/2025
To Whom It May Concern,
**** ******** and ****** ***** have both provided much of the information to management in regards to this customer, obviously. ****** ********* was the Sales Manager on the deal and knows all about it himself, including the offer for the customer to not go through with the purchase, which the customer did not accept. ****** ***** knows all about that as does **** ********. This is our final response in regards to this complaint. If the BBB needs any further information, please contact us at the dealership. The phone number is *************
Thank you,

*** ******
Jacksonville Chrysler Jeep Dodge Ram
Customer Answer
Date: 02/15/2025

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: ********

I am rejecting this response because:
I should not have to exert significant effort to obtain the custom interior, second key fob, and back cargo cover that were part of my purchase. Additionally, representatives from the dealership are making unfounded and defamatory accusations to the Better Business Bureau (BBB) regarding the sales transaction of this vehicle. I will not allow these attempts to discredit me or my efforts for a positive resolution to continue.
The dealership representatives responding to you have never communicated with me directly or indirectly nor met me in person. They were not present at the beginning or end of the vehicle sales transaction, nor did they engage in any phone or text message communication between *** ******** and me. They do not have direct knowledge and did not witness or hear anything related to the transaction before or after the sale between *** ******** and me. This applies to all personnel at the dealership.
Consequently, any further assertions made by the dealership representatives indicating their presence or involvement with me, aside from the individuals specified in my complaint, are fabrications.
The dealership representatives have falsely claimed that I threatened legal action. Although this assertion is untrue, I am entitled to request the vehicle features listed on the manufacturer's website, which I did not receive upon purchasing a vehicle for over $87,000. This does not grant the dealership the right to withhold my second key fob, which came standard with my vehicle, nor to advise me to purchase another key fob when I have already paid for all the items that are still missing from my vehicle, and I want my missing items.
I requested proof of the alleged threat, but the dealership could not provide it as it did not happen. Furthermore, the employees who responded to the Better Business Bureau falsely accused me of writing negative reviews. I requested copies of these negative reviews, but the dealership couldn't provide any since I haven't submitted my review yet. I invite you to visit this link: JACKSONVILLE CHRYSLER JEEP DODGE RAM - Updated February 2025 - 407 Photos & *** ******* - ***** ******* ***** *** ************* ******* - Car Dealers - Phone Number - ****, where other customers have posted negative reviews.
Being the dealership responded to these reviews; they should be able to provide a copy of my negative review along with their direct response. Otherwise, making allegations against me and this includes putting words in my mouth without evidence constitutes defamation and slander of my character. I request the dealership refrain from making such assertions about me whether by phone, email, or written correspondence without providing concrete proof to the Better Business Bureau (BBB) and furnishing a copy to me.

*** *******, could you kindly advise on the course of action that the BBB intends to take? This situation has adversely affected my health, and I wish to avoid further detrimental interactions with this dealership, so this is my last response to this.

Regards,

****** ************
Initial Complaint
Date:12/13/2024
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.
In December of 2022 I purchased an extended warranty on my NEW 2022 Dodge Charger. They were all completely refundable. In October of 2024 my car was totaled by Hurricane ******. After 3 weeks of calling, I finally was able to speak to a Finance Manager (***) who had me forward him the paperwork that my car had been totalled and the mileage. I did so the same day. After multiple phone calls and e-mails, he or anyone refuses to contact me. They will not give me the General Manager's name or number, just transfer me to *** who does not return any calls.
Customer Answer
Date: 12/13/2024
The dealer has contacted me today and apologized for the delay and agreed to send me the refund.
Initial Complaint
Date:10/04/2024
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 bought a 2024 **** ****** (hard top) from Jacksonville Jeep Dodge Ram on June 29,2024. We went on vacation and upon returning and driving the car it leaked within the first week we had it. It continued leaking from different areas and was in for service 5 times. After the final time we decided to take it through a car wash to make sure the leaks were fixed. As we looked up to make sure, both my husband and I legs got soaked! Water flew in the bottom of the doors. We have replicated this at home and at their service department. We were told that they can’t fix it and all jeeps do that when going thru car washes or spraying with a hose. We know this is untrue and have talked to many Jeep owners. I wanted to trade mine in for another one. They refuse. Jeep caseworker has offered $7500 to the dealer at time of trade in and $7500 more when they resell my jeep. This was a very fair offer that would’ve almost made up for the amount that the dealer claims my jeep depreciated. **** (sales manager) refused. We have been through hell for months. I waited 14 years to get a new car and I can’t even go thru a carwash without getting wet! We paid a lot of money for a defective Jeep. The dealership refuses to negotiate. I have pictures and video. It needs to be addressed by someone higher up at the dealership. No one will return our calls.
Business Response
Date: 10/17/2024
To Whom it May Concern,

The issue has been almost completely resolved at this point. We are waiting on customer to come in and trade into a new wrangler they selected with additional equipment that they wanted on the Jeep. I was told that would take place by the end of the weekend at the latest. If you need any more information please let us know.

Sincerely,
***** *******
Customer Relations
Jacksonville CJDR
Initial Complaint
Date:05/16/2024
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 leased a vehicle from Jacksonville Chrysler Jeep Dodge and around 6 months after I told him I could no longer afford the vehicle to come and collect it almost a year went by they did not come get the car and ended up getting stolen and was at a tow yard so I once again called them too come and get the car. I told them if they were not going to get the car I would pay the tow bill and I would pay them back accordingly to what I can afford on a monthly basis. They informed me they were going to pick up the car auction it and I will pay the difference. I called the dealership they informed me they didn't make it in time to collect the vehicle so the tow yard just kept the vehicle because they didn't make it there on time so they assumed ownership I guess of the vehicle and I still have a ****** debt on my credit. It was a 20/20 ******* Elantra it still had a whole year warranty left on the vehicle. When I got the vehicle there were engine shavings and the whole car shut down I had to have ******* replaced the engine. They manipulated my monthly income and upcharge the payments to six hundred dollars a month. I would have had no problem paying the difference off of what was sold at the auction but there's no way I'm going to pay $8,000 for what they offered original settlement and they wanted it all up front. Which I do not have. They should have went and picked up the vehicle that they told me they were going to or I would have picked it up myself and gladly continued to pay the car off to the best of my ability. I do not feel like I'm liable for $****** debt for a vehicle then getting bother to come pick up
Business Response
Date: 05/16/2024
To whom it may concern,
Jacksonville Chrysler Jeep Dodge Ram, located at **************************, Jacksonville, Fl ********************************* our records by the name of *********************************, nor did we sell her a vehicle. Perhaps it was a different dealership, maybe Jacksonville CJDR of *********, or Jacksonville Chrysler Jeep Dodge Ram Westside. Unfortunately, these are all separate businesses with separate accounting records. If the customer knows which location they bought a vehicle from, then the BBB can send the complaint under that business and they will have knowledge of the situation I would imagine. Each store has its own BBB account as separate businesses.

If you need anything further, please feel free to reach out to me.

Sincerely,

*************************
Customer Relations
**********************
Initial Complaint
Date:04/15/2024
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 purchases a vehicle from this dealership back in november of 23. When I purchased the vehicle I was provided a false *****x that matched the window sticker on the truck that stated one owner no accidents. I asked multiple times if the vehicle had ever been in an accident, it was stated to me no and I was given the *********** that stated so. I found out the vehicle was in a front end collision through another dealership that valued my vehicle 20,000$ less than what I paid for it. I went to the dealership to question them on this and to ask for a copy of my contract, I requested three times, once via email from the finance company, once over the phone from the finance company and then from the dealership. I asked for a copy of my window sticker and the original *********** that was also provided to me upon purchase as well. This is now six months later Im finding out they breached my contract multiple times, I have worked effortlessly to work with this dealership and they finally provide a partial copy of my contract this week after reporting the issue to the finance company who happens to be Chrysler *******. Chrysler ******* told me to get a lawyer if the dealership doesnt cooperate as it is not illegal to obtain my paperwork and that is what was told to me and that if I dont like the vehicle I can just have it repoed after they promised me that it would all be taken care of and they would get me into something else. They retracted on everything, gave me a partial contract and after almost four weeks of trying to rectify the situation, I was just told that nothing else will be provided to me and that if I wanted to pursue this any further I need to get a lawyer and hung up the phone on me after simply asking for my own paperwork and for them to show me proof of where I signed for a vehicle with an accident. They also were supposed to fix a suspension issue within 30 days of me signing for the vehicle and it took six months after having it elevated and being a safety risk.
Customer Answer
Date: 04/16/2024
I have attached the ********** that was originally provided to me by the dealership on day of purchase, I do not have the original window sticker as they removed it when they detailed the vehicle but it matched the ***************** stating 1 owner no accidents. Attached is the "We Owe" where I asked the dealership to put in writing my concerns of the clanking noise noted upon test drive. Attempted to schedule three times, I looked at the paperwork again and they have me down as "do not call" on page two which would explain why they never attempted to reach back out to me to schedule because they knew what was wrong with the truck. I attached the partial contract provided to me after 4 weeks of requesting it through the finance company and through the dealership, originally stating that it was no problem I get it and then retracted and only provided me partial, nothing states they provided or notified me of the vehicle being in an accident also relating to the We Owe issues with the front end suspension since it was in a front end collision and the vehicle had to be towed from the scene as noted in the ********* provided to me from another dealership notifying me of the accident and then my dealership reprinting me a copy of the ************ mistakenly, which is when I asked them why wasn't this provided to me and why was I given a different ********** and an accident not being disclosed to be (I would have never purchased the truck if I had known). I also attached the 1st service record which states the general maintenance due as well as me bringing up the suspension noise. I asked for a rental three times and only after the parts were ordered and I had to argue with them back and forth about not putting it under my extended warranty (in an attempt to not ensue the cost even through it was promised to me upon purchase it would be fixed by the dealer) I purchased did they give me a rental. This week, I was basically told on the phone that everything that they are going to provide to me has been provided, they still refuse to provide me with my COMPLETE AND FULL CONTRACT but I was lucky enough to go through my papers and find the original ********** given to me on day of purchase since they refuse to turn that over and claim that they disclosed it to me. I also bought a certified vehicle, and the issues with the front end directly correlate with the front end collision and it having to be towed to be fixed. If it was put under an actual certified inspection and not just documented it was, what was wrong with the vehicle would have been noticed immediately and clearly the dealership tried to hide it upon purchase and tried to put it through my warranty to get it fixed and I refused and told them they are paying for the repair. So now I have a vehicle that is supposed to be worth more due to it being certified, still under original warranty, and has an extended warranty but now that it was in a collision and they have a collision center, could have hid damage to the body and attempted to pass on the rest of the damage to me and sold as a certified vehicle (which it wasnt if it was properly inspected) I now have a 15-20000$ negative equity on the truck and it is being sent to the finance company for fraud. I have more paperwork if needed. I also heard back from the ********** ** ***** ******** and when they reached out to the dealership, I received a letter that the dealership sold me the truck 'as is' which is not the case.
Customer Answer
Date: 04/19/2024
I have attached a letter from the department of consumer affairs with the *** that states the dealer responded to them that the truck was sold "as is". They lied to the *** and I have followed up with them and sent them everything I have sent to you. I also attached further information that supports my claim. The extended warranty contract I purchased that covers the vehicle up to 100,000 miles, the original window sticker that shows the truck was under a 5 year/ 50,000 mile warranty, proving the truck was not sold "as is" and it was sold to me as Certified Pre-Owned with original and extended warranty. I also attached the "We Owe" that I requested in writing on the day of purchase included with my contract that the dealership failed to uphold. Also, if you look on the second page of the "We Owe" it states "Do not call" which explains why I tried to schedule with the 3 times within the 30 days and they never called me back, they knew of the problems with the truck, I made it known that they were to fix it if I bought the truck. What I didn't know was the extent of the damage that was being hidden from me in regards to the front end collision it was in and on the REAL ********* I paid for myself, it states the day of the accident and that the vehicle had to be TOWED from the scene, which tells me the vehicle wasn't drivable at the time of the accident and correlates with the what needed to be fixed with the suspension. It is also in the accident report reported on the *** under the vehicles VIN number with the accident report. I also attached the down payment I made as well as trading in a vehicle that was not in an accident thinking I was also getting a safe vehicle that was accident free and safe to drive due to it being 'certified'. If the truck was actually put through a certification process, what was wrong with the vehicle (a major component of the suspension, control arms and u-bolts) that was stated to me "the control arms were so loose they could be moved by hand back and forth multiple inches" by the service department. This dealership is being very deceitful and I have made numerous attempts to work out a solution and work with them and the last conversation I attempted to have with them they started arguing with me on the phone and stated "Im tired of hearng this story over and over again, get a lawyer" and slammed the phone down on me.
Business Response
Date: 04/20/2024
To whom it may concern,
Customer purchased a used vehicle from dealer. The vehicle was certified through the manufacturer's certification process, it passed the certification process, and it came with an extended warranty. The customer has a we owe, which is good for 30 days, which says dealership will check noise on truck while turning steering wheel. Even though we are well past 30 days since the purchase of the truck, dealership has still offered to look at the truck and figure out the noise and repair the issue. Customer claims he was given a false **********. We are not ****, we do not create ***********, we do not alter them, we do not change them in anyway. If customer was provided a car fax at time of purchase, that is the information that ********* had on the vehicle at that time. If a ********* was pulled 3-4 months later and it is now different, that would be because something was reported to ********* that had not been previously reported to them. That could either be by the *** or an insurance company, or whomever else reports information to ********, and then they would have updated their records. All the paperwork has been given to the customer that he signed and is retained in a deal file. If there was paperwork that the dealership doesn't retain, such as a window sticker, then we would not have that paperwork to give months later. We have offered to repair the noise that was promised to be repaired on the we owe. We do not know what else to do at this point. We have tried to trade the customer out of this vehicle and we would if we could agree to terms with the customer and a lender. There are many factors involved in as to why we have not been able to do that. If the BBB has any further questions, please feel free to contact ***** ******* ** ************ *** **** or at *******************

Sincerely,

Jacksonville Chrysler Jeep Dodge Customer Relations
Customer Answer
Date: 04/22/2024

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: ********

I am rejecting this response because: I have submitted to you everything that I have that proves the dealership is wrong and being deceitful. I found my ************ that was provided to me on day of purchase that states clean car fax, one owner, no accidents. I asked multiple times if the vehicle was in an accident and I even traded in a vehicle with no accident. I also attached the service records with the parts that were fixed 6 months later, the dealership did not offer to fix it and I attached the we owe form that was given to me that states it was to be fixed within 30 days, I made numerous attempts to make an appointment and if you see on that attachment they have me marked down as "DO NOT CALL". This explains why they didnt follow up with me in regards to getting the vehicle fixed and why they wouldn't schedule me to get it fixed. The dealer tried to originally put it through my extended warranty company, I refused that and told them the truck is still under original warranty and it was stated to me that they would fix it as per the contract. In regards to the ******** that I pulled and paid for and the one another dealership gave me, the accident was reported well before the truck was sold to me and its dated and time stamped on the ******** so theres no way it was reported late and then have additional service records recorded after that including where the dealer purchased the vehicle and where I purchased it. They continue to contradict themself and refuse to acknowledge my claims when I have given you evidence to support my claims, with times/ dates/ and records. The bottom line here is, they sold me a truck under false pretenses, tried to hide the fact that it was in an accident, provided me with a ******** that matches the vin number of my truck, states what Im claiming, placed me on do not call in regards to the we owe to fix the issue and are also stating that they have provided to me my full and complete paperwork which they have not, only partial and what they chose to give after a 4 week back and forth and them telling me its illegal for me to have and that its internal paperwork. I have a right to everything that I signed, I have a right to what I purchased under the conditions that it was purchased with how it was presented to me without deceit. They continue to lie, continue to hide the fact that they made a mistake and even asked me how much do I think Im owed because of this. The fact that they told me they were going to do whatever they needed to do to hide numbers and get me into another vehicle of my choosing and then retracted on that, after I made every attempt to be professional and cordial with multiple people there should tell you of their wrong doings. They flat out lied, if it was put through actual certification what was wrong with the vehicle (a major part of the suspension and control arms) would have been noted. I didnt even fault them for that, because we are all human and we make mistakes however since they want to continue to be deceitful and try to state they did nothing wrong that is why Im continuing this. Yes they offered to put me in another vehicle, BUT THEY WANTED 20, 000 down and that is exactly what I lost because of all this and they only wanted to put me back into their product which I will never again purchase another one of their products again. They have breached my contract on multiple terms, treated me like absolute garbage after being a customer of theirs for years with multiple purchases and I think I have been pretty clear on what I want on multiple occasions. They have stated that that if I dont want the truck I can just have it repossessed, which is highly unprofessional as well as the other behavior they are exhibiting and if they are doing this to me then they have done it to other people. I dont like bullies, they lied to me, put me through it just to get the vehicle fixed and now they want to pretend they didnt provide a ********* to me and that it must have been reported late? They ********* I pulled directly correlates with the *** report on the accident report time and date. So you lied about what the truck was worth upon purchase, I have you a vehicle in perfect working order expecting another vehicle in perfect working order and thats what I signed for. I vehicle that was worth the loan amount, with no accidents that was safe to drive and none of those things were delivered. Not only did they lie to me, they lied to the finance company as well and Chrysler ******* is investigating them for dealer fraud. You stated you provided to me all my documents, you did not. You stated that you fixed the vehicle, but you blamed me and act like you did me a favor for fixing it late. You fixed it because I told you to fix it because it was in my contract to fix and had to have that escalated as well just to get it taken care of and now Im finding out you placed me on the do not call list for the WE OWE? Thats also really deceptive. You didnt fix it out of good will, you fixed it because you knew you were wrong and I made you fix it as per stated in the contract that YOU GAVE ME. I was clear with my intentions when I purchased the vehicle, trusted that you were being honest and that I was getting what I paid for, and you continue to disregard me, lie to me, like to the county, like to the BBB, and tell me you dont know what I want at this point? Im not standing for that. If I have a contract to uphold and I have to honor it, so do you. Ive made all my payments, honored my contract and the finance company, but you haven't honored yours on multiple aspects. I have provided every document that proves you wrong with every statement that you made but instead of doing the right thing and correcting the situation after all of my efforts trying to work with you even when you were the one that made multiple mistakes and cant even admit to it or make it right and expect me to uphold my side of the contract when you have broken yours just to make a sale is so deceitful and bad consumer practice. You can give me my down payment back, give me back the payments Ive made on the truck back. You can take care of the negative equity, put me into what I stated I wanted to you which I made two attempts at WITH YOU at getting and make it happen like you said you would multiple times (hide whatever numbers you need to hide or pay the difference on the value), or you can just cancel the contract, pay off the vehicle at your own expense and I will sell it privately and HONESTLY to another person so that I can get what I need for this point in my life. Thats if the finance company doesnt make you do it regardless after they have received everything I sent them. My intentions have always been clear with you, I have always been honest with you and I expect the same from you as a company. You made a mistake, not just one, but multiple. I tried to work with you, gave you ample opportunities to figure out a solution without contacting anyone else but in the end you decided to yell at me over the phone, tell me to get a lawyer, tell me to have the vehicle repossessed if I dont like it (if I didnt like it I wouldnt have purchased it, but I expected it to be sold to me as it was advertised and stated to me it was) and now you want to continue to plea the 5th and play games with everyone. Man up, fix your mistakes, make this right and honor your customers, especially if you were the one that made the mistake.

Regards,

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

Customer Answer
Date: 04/22/2024
I have provided every document I have that proves that Im correct in this matter. I have spent now 6 weeks of my times on this matter. They continue to be deceitful to everyone, including you and I have given them multiple opportunities to make this right without escalating this to county officials, *** and to you. All of my paperwork is attached. The finance company is now investigating them for fraud and I could really use your help in this matter to get them to do what they should do in regards to this.
Customer Answer
Date: 04/22/2024
They also mentioned in their response that the vehicle CAME with an extended warranty, it did not. It was under the original manufacture warranty and I paid extra myself for the extended warranty. Its attached in the main email thread. I also purchased the gap. Nothing came with the vehicle except deceit and lies on the dealerships behalf.
Customer Answer
Date: 04/22/2024
They tell me to contact this lady "If the BBB has any further questions, please feel free to contact ***** ******* ** ************ *** **** or at *******************" I already have made two trips to her office and multiple phone calls to her and thats when some financial manager put me on a three way call with her and slammed the phone down on me telling me to get a lawyer and started yelling at me on the phone. I have also tried multiple times to get into contact with the GM and the same gentleman that yelled at me on the three way call with ***** told me that the GM referred him to handle the situation and that was the response I received.

Customer Answer
Date: 04/24/2024
Complaint: ********
I am rejecting this response because: I have submitted to you everything that I have that proves the dealership is wrong and being deceitful. I found my ********* that was provided to me on day of purchase that states clean car fax, one owner, no accidents. I asked multiple times if the vehicle was in an accident and I even traded in a vehicle with no accident. I also attached the service records with the parts that were fixed 6 months later, the dealership did not offer to fix it and I attached the we owe form that was given to me that states it was to be fixed within 30 days, I made numerous attempts to make an appointment and if you see on that attachment they have me marked down as "DO NOT CALL". This explains why they didnt follow up with me in regards to getting the vehicle fixed and why they wouldn't schedule me to get it fixed. The dealer tried to originally put it through my extended warranty company, I refused that and told them the truck is still under original warranty and it was stated to me that they would fix it as per the contract. In regards to the ********* that I pulled and paid for and the one another dealership gave me, the accident was reported well before the truck was sold to me and its dated and time stamped on the ********* so theres no way it was reported late and then have additional service records recorded after that including where the dealer purchased the vehicle and where I purchased it. They continue to contradict themself and refuse to acknowledge my claims when I have given you evidence to support my claims, with times/ dates/ and records. The bottom line here is, they sold me a truck under false pretenses, tried to hide the fact that it was in an accident, provided me with a *********that matches the vin number of my truck, states what Im claiming, placed me on do not call in regards to the we owe to fix the issue and are also stating that they have provided to me my full and complete paperwork which they have not, only partial and what they chose to give after a 4 week back and forth and them telling me its illegal for me to have and that its internal paperwork. I have a right to everything that I signed, I have a right to what I purchased under the conditions that it was purchased with how it was presented to me without deceit. They continue to lie, continue to hide the fact that they made a mistake and even asked me how much do I think Im owed because of this. The fact that they told me they were going to do whatever they needed to do to hide numbers and get me into another vehicle of my choosing and then retracted on that, after I made every attempt to be professional and cordial with multiple people there should tell you of their wrong doings. They flat out lied, if it was put through actual certification what was wrong with the vehicle (a major part of the suspension and control arms) would have been noted. I didnt even fault them for that, because we are all human and we make mistakes however since they want to continue to be deceitful and try to state they did nothing wrong that is why Im continuing this. Yes they offered to put me in another vehicle, BUT THEY WANTED 20, 000 down and that is exactly what I lost because of all this and they only wanted to put me back into their product which I will never again purchase another one of their products again. They have breached my contract on multiple terms, treated me like absolute garbage after being a customer of theirs for years with multiple purchases and I think I have been pretty clear on what I want on multiple occasions. They have stated that that if I dont want the truck I can just have it repossessed, which is highly unprofessional as well as the other behavior they are exhibiting and if they are doing this to me then they have done it to other people. I dont like bullies, they lied to me, put me through it just to get the vehicle fixed and now they want to pretend they didnt provide a ********* to me and that it must have been reported late? They ******** I pulled directly correlates with the *** report on the accident report time and date. So you lied about what the truck was worth upon purchase, I have you a vehicle in perfect working order expecting another vehicle in perfect working order and thats what I signed for. I vehicle that was worth the loan amount, with no accidents that was safe to drive and none of those things were delivered. Not only did they lie to me, they lied to the finance company as well and Chrysler ******* is investigating them for dealer fraud. You stated you provided to me all my documents, you did not. You stated that you fixed the vehicle, but you blamed me and act like you did me a favor for fixing it late. You fixed it because I told you to fix it because it was in my contract to fix and had to have that escalated as well just to get it taken care of and now Im finding out you placed me on the do not call list for the WE OWE? Thats also really deceptive. You didnt fix it out of good will, you fixed it because you knew you were wrong and I made you fix it as per stated in the contract that YOU GAVE ME. I was clear with my intentions when I purchased the vehicle, trusted that you were being honest and that I was getting what I paid for, and you continue to disregard me, lie to me, like to the county, like to the BBB, and tell me you dont know what I want at this point? Im not standing for that. If I have a contract to uphold and I have to honor it, so do you. Ive made all my payments, honored my contract and the finance company, but you haven't honored yours on multiple aspects. I have provided every document that proves you wrong with every statement that you made but instead of doing the right thing and correcting the situation after all of my efforts trying to work with you even when you were the one that made multiple mistakes and cant even admit to it or make it right and expect me to uphold my side of the contract when you have broken yours just to make a sale is so deceitful and bad consumer practice. You can give me my down payment back, give me back the payments Ive made on the truck back. You can take care of the negative equity, put me into what I stated I wanted to you which I made two attempts at WITH YOU at getting and make it happen like you said you would multiple times (hide whatever numbers you need to hide or pay the difference on the value), or you can just cancel the contract, pay off the vehicle at your own expense and I will sell it privately and HONESTLY to another person so that I can get what I need for this point in my life. Thats if the finance company doesnt make you do it regardless after they have received everything I sent them. My intentions have always been clear with you, I have always been honest with you and I expect the same from you as a company. You made a mistake, not just one, but multiple. I tried to work with you, gave you ample opportunities to figure out a solution without contacting anyone else but in the end you decided to yell at me over the phone, tell me to get a lawyer, tell me to have the vehicle repossessed if I dont like it (if I didnt like it I wouldnt have purchased it, but I expected it to be sold to me as it was advertised and stated to me it was) and now you want to continue to plea the 5th and play games with everyone. Man up, fix your mistakes, make this right and honor your customers, especially if you were the one that made the mistake.
Regards,
**** **********
Business Response
Date: 04/24/2024
The dealership unfortunately has to agree to disagree with the customer. The dealership has provided all paperwork the customer signed that the dealership has in its possession. If the customer believes there is a specific form we have, that he does not have, please let us know what that form is. The *****x on the vehicle while it was in stock at the dealership is a *****x, from *****x. To infer that we forged it, made it ourselves, or whatever the customer is accusing us of is false and slanderous. The dealership is not in agreement with the customers account and accusations regarding this matter. To keep arguing back and forth is not productive. If the BBB has any other questions please feel free to reach out to ***** ******* ** ************ *** *****
Sincerely,

***** ********
Jacksonville Chrysler Jeep Dodge Ram

Customer Answer
Date: 04/25/2024

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: ********

I am rejecting this response because: It’s not slanderous it’s fact. I’ve already spoken with *****. Now I’m talking to you. That was what was given to me upon purchase, that *****x by your salesman. There’s no disputing it and you are correct going bath and forth in this matter is fruitless, so instead of going back and forth and arguing like the dealership has with me why don’t you help come up with a solution that’s productive for both of us instead of dismissing everything I say. Read what I sent you. I’m not accusing you of anything that the dealership didn’t do. That’s what they did, go into your computer, I’m sure you can pull the stock number and look for yourself. The dealership is lying to you, the GM couldn’t even call me out of respect after all the time I gave them to figure out a solution and now I’m on here, because the dealership is deceitful. So instead of protecting your dealership, why don’t you go look for yourself instead of being a sheep and doing as you are told. I’m simply asking for them to fix a mistake, that’s all.

Regards,

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

Business Response
Date: 04/25/2024
To the BBB of Northeast Florida,
Once again, we agree to disagree. Customer bought a vehicle. According to the customer, he looked at a car fax at time of purchase. Customer clearly states the car fax said one owner, no accident. Now, and since the beginning of the customer contacting the BBB, the customer is wrongly accusing dealership of making up a ********, fabricating a ************ or however else you want to term it. Dealership has never, nor would the dealership ever do such a thing. The dealership prints out *********, from the ********** website. Period, end of story. As explained in previous responses, if at the time of purchase, ******** hadnt been notified by an insurance company, a police department, or whoever else car fax may get information from, and then at a later time they were in fact notified or an accident, a change of ownership, or any event that they report on, ********* would update their records. In their latest reply to the BBB, the customer is now insulting employees of the dealership. If the customer wishes to try to trade out of the vehicle he purchased and get into some other vehicle we have, he can come in and we can try to work that out. The dealership has not done the things the customer is accusing the dealership of doing.
***** ********
Customer Answer
Date: 04/26/2024

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: ********

I am rejecting this response because: I already tried to trade out the vehicle, twice. Everything that was promised to me was retracted. I do understand that you as a dealer need to protect yourself and your reputation and in that regard you are denying what you have done. I was never given a ********* like the one that was reprinted for me by your dealership when this was brought to my concern. Your sales person gave me what I attached here originally and that also matched the window sticker on the vehicle. Like I stated I have tried to work with you on multiple occasions, over a period of three weeks actually, just to rectify this situation and it has unfortunately turned into this which was the last thing I wanted especially after being such a long time customer of the dealership with multiple purchases. Instead of rejecting everything I say, please see the attachments I’ve sent on here and please call ***** yourself as I have made every attempt at rectifying the situation just to be told I’m a liar and that you would never do such things. I’m simply asking for a productive solution that satisfies both of us so this can be ended and put behind us. I’m really not trying to slander your dealership in anyway, but the way they have handled this on the sales side has just been completely unacceptable from a consumer standpoint. Do you really think I want to sit here and continue to waste my time going back and forth with you? Absolutely not. So either come up with a solution that works for us both since a mistake was made and and an apology would be nice because the only person from your dealership that has spoken to me with any kind of respect or was ***** or we can continue to go back and forth. I told you what I wanted multiple times. I’ve given you all the paperwork that proves my point. I understand you have a dealership and a reputation to protect but mistakes get made, we are all human , but when they are made especially in the line of work this entails the consumer expects to receive what they signed for and I did not. Your sales person didn’t give me whatever ******** you are stating I received, another dealer did and then I had your dealership print it, questioned you on it and paid for one myself. There is no back dating, there is no reporting things late, you can’t keep coming up with excuse after excuse to try and get out of this. You made a mistake, just own up to it and take care of it respectfully like a business should and be done with it.

Regards,

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

Customer Answer
Date: 04/27/2024
Here is the *** paperwork that states the vehicle was in an accident. On the *********, it matches the same date for which the dealership is attempting to claim that it was not reported or it was reported after the fact and they had no knowledge of it. It was reported months before I purchased the vehicle and further proves my argument that they falsely presented me with a vehicle, hid the fact that it was in an accident, never disclosed it to me, gave me a simple ********* sheet with the VIN number printed on contract day that is also uploaded on here that states 1 owner, 0 accidents and that the truck had no issues. I had no intention and still don't have any intention on making the dealership look derogatory in anyway, especially after trying to work with them for weeks on a solution and still being willing to purchase a new vehicle from that location. All of the paperwork I have uploaded goes against everything they are saying and they have yet to prove otherwise that they disclosed to me or I have signed anything that states the vehicle was in an accident. All of the front end damage that had to be fixed, that took them 6 months to fix with countless efforts on my end to make it happen after speaking with ***** and bringing up the issue with her and speaking with the service department that has directly correlated the front end issues with the truck as a direct issue with a front end accident is exactly that. I don't blame them if a mistake was made. If something was missed (even if they are claiming the truck went through proper inspection and something this major which should not have been missed upon an inspection) was somehow missed as I have expressed to them IN PERSON and OVER THE PHONE multiple times including my conversations with ***** I still thanked her for taking responsibility on her departments part and fixing the truck. However, it doesn't supersede the fact that I never signed or a damaged vehicle, that was sold to me under false pretenses, that is now being investigated by the finance company as well due to the difference in value the truck would have been worth and sold for. The dealership lied to me and the finance company, falsely advertised the truck, over-valued what it was worth, took my trade with a clean title and I gave them down payment money as well and now I'm stuck with a loan that is $53000 that is now worth $30000 MAX all due to the accident that has now been brought to my attention. All I'm asking is for the dealership to make it right for their repeated customer and move on from this. We are all human, we all make mistakes, nobody is perfect however if I make a mistake I am held accountable to fix that mistake as should they, especially when I'm responsible for upholding a contract, they should also be responsible for upholding and standing by their contract that they sold to me. Contracts go both ways, not just one and I have provided plenty of paperwork and substantiating evidence to back up my claims and I expect them as a reputable business to uphold theirs. I have done everything and more as a customer to attempt to rectify this situation from multiple directions, have been promised it would be taken care of and then everything was backtracked on and I was treated like I was nothing and that isn't right, especially after the repeated business and loyalty I have given and the respect I have shown them. I expect the same respect in return and treated with dignity as I have treated them the same way.

Respectfully,
The Consumer.
Business Response
Date: 05/02/2024
Better Business Bureau of Northeast Florida,

Once again, what the customer is sending now as documents doesn't say anything. Customer still does not understand or acknowledge the fact that ******** doesn't update their reports until they get the information from their sources. The could not do that without the information. ********* even states that on their car faxes, including the one the customer has supplied to you. We don't know any other way to explain this to the customer. We too have tried to work with the customer. Unfortunately, an agreement cannot be reach between us. Since their first contact with the BBB, customer has wrongly accusing the dealership of making up a ********, fabricating a ******** or however else you want to term it. The dealership prints out **********, from the ********* website. The dealership has not done the things the customer is accusing the dealership of doing.
Sincerely,

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

Customer Answer
Date: 05/03/2024
I do not accept that response from them. What else can I do to keep this moving forward? You shouldn’t sell a vehicle and market it as such with 1 ******** 1 owner if you cannot verify that information. That’s false advertising and consumer fraud. If they would have done a vehicle inspection, the damage would have been noted. This vehicle I purchased from them was sold to me under false pretenses and it is the dealerships responsibility to know what they are selling before they sell it to a customer. If they have to legally bind me and the finance company to a contract then they are also legally responsible for properly disclosing what they are selling and not withholding information or providing false documentation stating the vehicle is anything other than what it is being sold as to me. They broke my contract twice, have called me a liar, I have provided everything they have given me and more that they refused to give to me and have not produced anything that states otherwise to back up their claims. I should not be held responsible for their errors nor should I be the one to be held accountable for their mistakes. There has to be some sort of resolution to this holding them accountable for what they have done.
Initial Complaint
Date:04/01/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Subject: Complaint Regarding Chrysler Dodge of Jacksonville Service Department

Dear Better Business Bureau,

I am writing to file a complaint against Chrysler Dodge of Jacksonville's service department. We have been experiencing recurring issues with our vehicle, and despite multiple visits to the dealership, the problem has not been resolved. A persistent squeaking sound and a safety concern known as the "death wobble" need to be addressed urgently. Unfortunately, the assigned service agent has been unresponsive, and we have experienced delays in obtaining the necessary parts. The dealership's lack of attention, ineffective communication, and disregard for customer safety are deeply concerning. I kindly request your assistance in promptly addressing this matter. Please see the attached document for more detail information regarding this matter.

Sincerely,
***** ****
Business Response
Date: 04/05/2024
To whom It May Concern,
The dealership would like to ask the customer to come back in, and the dealership would like the customer to drive the vehicle with the Service Manager or the Shop Foreman, as we have been unable to verify the "squeaking sound" up to date. The parts the customer's vehicle needed for repair were not available to us from Mopar/Jeep and have not been available. We did finally receive a shipment of those parts, and we will put the necessary part aside for the customer if they can let us know a time that they can bring the vehicle in for repair. I would suggest either the customer reach out to our Service Manager, ***** *****, or ***** ******** our Customer Relations Manager, or we can reach out to the customer, and arrange a time that works for the customer to bring the vehicle in so we can get things taken care of. I also have spoken to our Service Manager and told him to assign the customer to a different Service Advisor. We apologize that the advisor has not done a good job of communicating or helping the customer, and for the fact that they were told to wait to bring the vehicle in for any repairs because the parts needed for one issue were not available. I have also told the Service Manager to provide a loaner vehicle for the customer while their vehicle is in the shop being repaired. Please let us know if the customer wishes to continue to handle through the BBB or if they would like to contact ***** ** *****, or if they prefer ***** *** ***** reach out to them directly.

Sincerely,

Ken Kovacs
Jacksonville Chrysler Jeep Dodge
Initial Complaint
Date:01/31/2024
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 need the corporate contact information to file a formal complaint against the dealership. I've encountered multiple issues I'd like to address to the corporate office in reference to my local dealership. They installed a new sunroof in my 2021 Jeep Renegade after many trips to the dealership, the new sunroof is not the same sunroof that my car had from the factory but my dealership keeps telling me it is. It's been so frustrating dealing with them in reference to this repair . The parts were not installed properly multiple times and the sunroof is an entirely different sunroof but the dealership says it's a factory sunroof that came from the factory that was original to my vehicle. When the sunroof was installed they had to calibrate and did a computer update on my vehicle and now it's so sensitive that it's like driving on ice and feels unsafe to drive as the lane sense keeps taking over the steering of the vehicle. I've reached out to the dealership multiple times about these items and I'm getting nowhere. Please provide me the corporate contact phone, email and mailing address so that I get this resolved immediately. Thank you, **** *******
Business Response
Date: 01/31/2024
To Whom It May Concern,

After reviewing the customer's service visit history, we have verified that the dealership absolutely ordered the factory parts for the new sunroof from the manufacturer (Jeep). We received said parts from the manufacturer and the installation was completed. We do not know what else to say or do. A factory sunroof was replaced by factory parts. From reading the complaint, the customer does not believe this, but this is what happened. If the customer wishes to come in to the dealership we can take a look at any other issue they may be having, but a factory part was definitely installed. The corporate contact information for Jeep is **************. An alternative number for Jeep Customer Service is **************. To email Jeep, a customer can go to mopar.com and search for contact us, then select email as a contact method, then compose the email there and hit send. I do not have an email address for customer service other than going to the mopar website.
If you need any additional information, please feel free to contact me.

Sincerely,

*** ******
Jacksonville CJDR
******************

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