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:02/28/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/21/2023 I purchased a 2023 Ram **** from this dealership. I worked with **** ****** (sales person) and ****** ******** (Finance Manager) who closed the sale. Part of the sale contract included installation of a trailer brake system as well as transportation (loaner vehicle) during my first oil change. I spoke to ****** ******* over the phone regarding the We Owe document which stated that it is only valid for 30 days. He stated that it would not be a problem because the we owe clearly states that I would receive these items at the first oil change which isn't until 10,000 miles which usually occurs at 1 year on average (the vehicle was purchased with 154 miles). ****** ******* was subsequently let go from Darcars reportedly for fraudulent activity. Now that I am trying to schedule my first oil change, trailer brake installation, and loaner vehicle for the day the sales manager ***** ****** refuses to honor the we owe and verbal contract made to me by ****** *******. I would like for the dealership to honor their promise and 1. Provide the trailer brake, 2. carry out the trailer brake installation, and 3. Provide a loaner vehicle that day.

  Business Response

  Date: 03/13/2025

  Please find the information attached supporting our position in the Vasquez complaint.  I've included a blank we owe for legibility. The we owe clearly states "valid for 30 days".  Additionally, even if extended to the first oil change,  the consumer's truck has been serviced 2 times in Gainesville in the 14+ months of ownership.

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

  SalesManager

  
  

  Business Response

  Date: 03/18/2025

  I will order the part and have it shipped to the customer home and have it installed at his local dealer

  Customer Answer

  Date: 03/22/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will follow up if the dealer does not deliver as promised, again. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

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

  
  

  
  

  
  

   

• Initial Complaint

  Date:01/06/2025

  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.

  There were no floor mats in the vehicle. This is essentially a new car with less than 3,000 miles that was not sold prior. Where did the mats go? I was told via text they would be sent to my house several times. I keep inquiring as to where they are and was told by the number I have been texting *************) that parts dropped the ball and I would receive them on 12/31. It is now 1/2, and still no floor mats. It does not take this long to order them or ship them.
  
  Basically the dealership including the “general manager” per the text has lied and not provided what I was told I would receive.

  Customer Answer

  Date: 01/16/2025

  Thank. You. I was able to get a hold from someone at the business finally and they resolved it. 

   

  *****

• Initial Complaint

  Date:08/06/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 31, 2024, I purchased a Jeep and traded in my car. That was two months ago and to this date, they have not paid off my trade in. I have not been able to get them to pay off my trade in despite numerous emails, phone calls and visits to the dealership. This has caused my credit score to be lowered and my credit history to be affected negatively.
  
  I wish for you to help me do two things:
  
  1). Assist in getting the dealership to pay off my trade in vehicle without further delay.
  
  2). Receive a letter from the dealership taking responsibility for not paying off the vehicle within ten days of the original contract dated June 1, 2024.
  
  Not only did the dealership not pay off my trade in but they never completed my finance paperwork.
  
  I am in the military and was out of town so I asked my mother in law ***** ***** to help me resolve this dire situation. On July 16, 2024 she went to the Dealership and spoke with the finance manager **** ****** and the general manager ******* ****. She discovered that I had been approved for five different finance companies and not one of them had been completed by the finance manager **** ****** and my trade in vehicle had been sold seven weeks prior and as of that date, **** ****** had still not sent in the paperwork to even start the process of paying off my trade in.
  
  Her whole purpose for going into the dealership was to see if she could get them to pay off my trade in but when she discovered that they had let the entire deal slip through the cracks never having even completed the financing paperwork and that they had already sold my trade in vehicle she went ahead and paid for the vehicle in full with the assurances from **** ****** that the trade in vehicle would be paid off that week at the latest. A second set of paperwork was drawn up to show I had paid for the Jeep in full on July 16, 2024.
  
  My trade in vehicle as of this date has not been paid off. Please help in anyway possible.

  Business Response

  Date: 08/19/2024

  The loan has been paid off in full

• Initial Complaint

  Date:05/29/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My car was at this location in September ***** for a simple oil change and I recently realized that oil was leaking from under the car when I parked on an incline. I took it back to the Dodge dealership on **************************************************** to have them check to see why there was a leak when it was not leaking until they completed the oil change, I wanted them to see if all was placed correctly on my 2016 Dodge Challenger SXT after they finished the work. The results were shocking to me indicating that the oil filter housing was damaged. I asked how did this happen and I was told normal wear and tear. This is incorrect because I had another licensed mechanic tell me it looks like the oil filter casing had been torched to tightly cracking the casing/housing. I told the service manager; he said that they did not have a general manager there and he was it, what I was told as I found it hard to believe that all of a sudden I have a leak after they did an oil change. He stated that the car is older which in my opinion has nothing to do with the crack in the oil filter housing. This is not the 1st time this location has damaged my vehicle after an oil change. About a year or so ago it was leaking oil and I took it back to the same dealer and it was concluded that the stem to the oil pan was stripped and they tried to say it was whomever does my oil changes that *** have stripped it. I corrected them and advised that they are the only ones who do oil changes on my car and they repaired it. The work is poor, they have you waiting for long periods with what appears to not be many customers to be serviced. They half-do things and do not pay attention to detail. It is my belief that they cracked my oil filter housing and now blaming it on the fact that I have 130k miles as an excuse.

• Initial Complaint

  Date:05/10/2024

  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.

  On April 6th I traded in my 2017 Audi TT with DarCars in Jacksonville *******. On that day I added the new car to my insurance policy and canceled the insurance on the old car as it was now traded in and purchased by DARCARs. About two weeks later I got a call from my prior lien holder advising they got notice of my canceled insurance and were going to be purchasing insurance at my cost to protect their asset. I advised this car was traded and they said they have not received any payoff or payoff request. I provided them DarCars contact info and would also follow up with them myself. I called and left and message that day with no return call. I called again to the sale associate who said they would have finance reach out to me about the issue. The next day the finance rep called me and said the paperwork was with accounting and out of his hands. The following week I called again asking the finance rep to follow up with the accounting department with no response after getting another letter from the prior lender on 4/22/24. waiting another week with another letter from my prior lender noting my insurance policy would start on 5/6/24 if not payed off or insurance in-place. I decided to call the **************** of DarCars on 5/3/24. Speaking with a representative there they said they would look into it and call me back with no response. Also speaking with my prior lender they noted my complaint and said would not put the insurance on given the details provided.Giving it another week I called the corporate office again on 4/9/24, speaking with another representative said she could not find any communications on the issue and would look into it. Around 3pm she called and said the accounting department just released the check to the corporate office for funding. Not sure I believe it as no tracking info.I checked again today 5/10/24 and still no payoff at my prior lender, 30+ days still no payoff.Thank you

  Customer Answer

  Date: 05/14/2024

  Car loan was paid off today finally. Issue has been resolved now.

  Customer Answer

  Date: 05/15/2024

  Car loan was paid off today finally. Issue has been resolved now.

• Initial Complaint

  Date:02/05/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 January 9th 2024 I purchased a vehicle through DARCARS Jeep. I filled out all paperwork and was told my vehicle would be paid off. As of today, February 4th my vehicle is still not paid off and Im now left with two car payments. Per ** law, they were supposed to satisfy the lien within 10 business days, which they have failed to do. This is now going to result in derogatory marks to my credit because of late payments.

• Initial Complaint

  Date:01/30/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 12/22/23 I found a car I liked on *********** and after clicking interest the internet sales rep contacted me and promptly referred me to a salesman. We negotiated the deal over the phone on 12/23 agreeing to a price with titling and sales tax to be added. The dealer then sent me a document with about $2,500 of dealer stuff added to the deal. When I objected it was removed. I was told that there was other interest in the car and they needed a deposit. I authorized a $1,000 charged on my mastercard.
  
  They then sent me a new total with $899 of fixed dealer fees plus $618 for tags. I objected that they were again not honoring the deal. They would not relent, and eventually I agreed to the extra charge. I was then told on Dec 26th that the car was no longer available because it was showing an engine code. I told them I would buy it anyway. I received a call from a sales manager that the code was a very bad code. I told him I would take it anyway. On December 27th, I informed them that I had an airline ticket down there to resolve. I was quickly called by the next level up sales manager that the engine was destroyed and that they would not sell me the car under any circumstances. I agreed to a refund. Each of the previous employees had also begged me to allow a refund. He told me that the refund would be promptly issued.
  
  To date the refund has not been issued. I have opened a dispute on 1/3/24 with Mastercard. The dealer has not responded to the dispute. They have another 5 weeks to respond. And they no longer respond to mu inquiries either.
  
  I want the refund to clear out the dispute.
  
  In my opinion, they found that the other person with interest in the car would pay a greater price and sold the car out from under me. Regardless, they have $1,000 that does not belong to them.

• Initial Complaint

  Date:08/16/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 used vehicle on 5/16/23. Dealer provided 30day temp as normal, it expired 6/22/23. I Informed dealer that I had not received tag/title and temp was to expire. Despite daily attempts nothing was done for me to remedy use of my vehicle and this was not resolved until 7/1/23 when I received a temp by *****. That caused me to be without use of my vehicle for 9days. That temp expired 7/29/23 which on that date dealership still had not processed or provided me with tag/title. Again despite several attempts and no remedy from dealership. I was another 6days unable to use my vehicle I purchased. Finally received tag 8/5/23 this made for a total of 81days this dealership took to provide title which is a violation.
  This situation caused by dealership and there refusals to remedy caused me 15days I could not use my vehicle and I should be compensated for that.
  In addition dealership collected $3216.63 sales tax but only paid the state $3051.96 a difference of $164.67

• Initial Complaint

  Date:07/20/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Poor Customer Service, deplorable treatment, dealership repair problems and refusal to honor 24 months warranty of parts and labor.
  *See attached description of my experience and copy of invoice receipt ******* Orange Park Chrysler Jeep Dodge Ram

• Initial Complaint

  Date:05/22/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 called the dealership this morning to inquire what the cost would be to program a brake controller my son installed on our 2017 RAM. I was told $125.00 plus tax. We arrived for our appointment and the price changed to $215.00. I asked why and the same service guy I talked to this morning said it was taxes. Say what?? I said what taxes? He responded that it covers shop supplies. Ok what shop supplies? He said towels, tools etc. Not a good enough answer to me. My son who is an auto mechanic mentioned it may be labor charges but he never heard of shop supply charges. This seems to be a shady business practice. Will not be back!