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:04/16/2025

  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.

  While using business for routine and warranty repairs my Jeep was subjected to Vandalism by damaging equipment for the purpose of profiting for return appointments to make more money. Genuine Mopar Parts and Accessories were Stolen and Damaged by Phillips Jeep of Ocala

  Business Response

  Date: 04/17/2025

  All of these claims are completely false. I have gone over this with Mr ***** several months ago.  

  Customer Answer

  Date: 04/24/2025

  Im gathering more information and estimates to support my claim I will be submitting this additional 

  evidence next week, **** ****** is correct we have spoken multiple times in person and we did a WALK AROUND MY  JEEP FOR THE PURPOSE OF SHOWING HIM ALL THE ISSUES I WAS CLAIMING.THATS why at that time I didnt make the POLICE REPORT BECAUSE I WAS WORKING WITH HIM AS I DID WITH PREVIOUS MAITENANCE ISSUES . I Plan on having this evidence submitted by next Friday MAY 2,2025

  thanks ******* *****

• Initial Complaint

  Date:03/14/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle from the dealership on 1/2/2025. I purchased *** and an extended warranty. I refinanced with my bank on 1/23/2025 at a lower interest rate, better payments, lower *** and lower price on extended warranty. I requested a refund from the dealership on 1/23/2025, filled out the requested paperwork and sent it back to them on 1/25/2025. The paperwork allowed for a full refund within 30 days. I received the money from the *** but have not received the money from the extended warranty. I emailed to find out why and received a phone call requesting additional paperwork. The amount is $2886 that they are refusing to give me. I was to receive the refunds within 30 days and it is well past the 30 days.

  Business Response

  Date: 03/31/2025

  Customer was reimbursed +/- 2 weeks ago.  There was a delay needing documentation on milage from the customer.  

  Customer Answer

  Date: 03/31/2025

   
  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.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:01/21/2025

  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.

  New 2025 Ram 1500 was purchased from this dealership on 11/25/24. On 11/27/24 I spoke with ******* (the salesperson) regarding my issue. The truck was sold without features that were supposed to be included, per the window sticker/manroney label. The truck was also missing the included Ram Key Card for accessing the truck. The features not included that were paid for and listed on the vehicle options were Front and Rear Exterior Lighting Animation. The dealership is over 2hrs away so I tried to work through the issue via calls and text. ******* confirmed to me that the truck indeed has the wrong lights, which I agreed about, however she said tried to say it was some other fault. When trying to explain the issue to her, and how I needed her help, she merely stated "good luck" and that she would supposedly escalate to a Sales Manager. In the end she played it off as "not knowing entirely what the features are and the key card is an app". The Key Card is a separate, paid for item, but when trying to explain it she stopped responding to me. I currently have another dealership working to have it replaced for me. For the lighting issue, this is an upgrade package feature from the factory, listed on the window sticker and should have been included. The Sales Manager never called and ******* stopped responding on this issue as well. This is false advertising and a ***** violation. The dealership wants to brush this off as if its not a big deal and do not value their customers. If the company is unwilling to make this right, they need to reimburse for the package and any taxes that would be associated with it.

  Business Response

  Date: 01/22/2025

   On 11-25-2024, ****************** the store with questions asking if we could match a price on a truck from another dealership that he was negotiating on the truck. The truck they were negotiating was the truck we had in stock. He said he has looked into the truck and this is exactly what he wants. He did not have questions about features and functionality and stated he knows all about it. The process went smoothly. We came to an agreement on the figures, and he drove down to look at the truck. He looked all around the truck then finished the paperwork and left happy. On 11-27-2024, He texted into the store line with questions about animated headlights. The salesperson, not understanding exactly what the problem was,  got in contact with him to fully understand the issue via phone on a recorded line. ******* phone calls were made to Mr. ******* some as long as 40 minutes, as well as text messages.The sales women, *******, reached out to her trainer, ***, to inquire about the animated headlight and she also researched the different models of 1500 in order to give a proper response and upon investigating, she found that the only way to get the Bi functional headlights, is to purchase a limited, which is entirely a different model of 1500 than the Rebel X purchased . The Bi functional head lights were a feature Mr. ******* wanted and assumed the rebel X had, however, never communicated or inquired about the feature until after delivery. The saleswomen, *******, ******* times explained after finding the proper answers that the limited is a different truck than the Rebel X. He did not like the answer given to him explaining his lights are animated but not bi functional, they flash when you walk up or lock the doors they do not rotate or spin. The saleswomen, *******, spent 40min on the phone answering questions going back and forth with Mr. ******** While he demanded compensation for "the factory having the wrong headlights in his rebel X ." He said that they show the Bi functional lights on a rebel X however nowhere did we find a rebel X on an official Ram website showing the Bi Functional lights.He then sent a link to the Ram site listing out every Ram 1500 truck. The site has a video of a Limited Ram 1500 with the Bifunctional animated head lights and under the limited 1500 it shows the rebel X with completely different body style than the Limited. Then after the Rebel X it shows the tungsten 1500. No where does it list the Rebel X has the Bi functional headlights. The saleswomen tried to find a resolution with Mr. ******* and spoke to him repeatedly until she stopped responding on 12/17/2024. The last call she had with him was on 12/12/2024 for 38 minutes and the last text she sent was on 12/17/2024. We tried our best to help Mr. ******* understand his truck did not come with these features. However, he did not like the answers and continued to complain. The saleswomen was starting to be affected by the time that was being consumed and not allowing ******* to handle her daily task, so she stopped responding after almost a month. 
  In addition, the level 2 equipment package cost $2,795. I would like to add Mr. ******* was given $5,100 in discounts off of the MSRP,which more than pays for the whole level 2 equipment package he is requesting reimbursement for. We have ordered Mr. ******* a Ram Key Card and will ship it to him when it arrives.  It will be a while because they are on backorder.  We are number **************** the nation. 
  
  
  THANK YOU
  *** *****
  GENERAL SALES MANAGER
  PHILLIPS CJDR
  ********************

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22838999
  
  I am rejecting this response because it doesn't change the fact the truck was sold with features listed on the window sticker that were NOT included on the truck.  The Sales Manager confirms that the lights that were to be included come on the Limited (and Tungsten) models, and my window sticker states that I should have these features on the truck as well.  The Sales Manager states that I knew about the features on the truck, which I did and do.  No one should need to go through every feature, in person, prior to driving away.  The window sticker is a guarantee of those features that are being purchased.  The Sales Manager is claiming price off of MSRP as if they were doing me a favor, they were not.  This was due to rebates, incentives and room for negotiation...  nothing to do with the missing features that were included on the window sticker.  The Sales Manager is stating I made demands; I did not once make a demand on the phone or text; it was a very civil conversation to try and resolve the issue and I merely asked that I needed help with them creating a case to Ram for me so that the features I've paid for were included on the truck.  The Sales Manager states he couldn't find anything on the *** website however when I went to *** website, it clearly showed under the Level 2 package as having the animated lighting feature.  The Sales Manager is being unprofessional in the way he is claiming the customer is "complaining" however anyone would be bothered by the fact that whatever they purchase is not as advertised. Again, this boils down to UDAAP and false advertising.  Yes, the dealership did try to say my truck didn't come with the features and I agree with that but the flaw in their statement is they are telling me the truck didn't come with the features despite the window sticker showing that it SHOULD have come with the features.  The Sales Manager mentioned they have requested a Key Card, but during the period that the dealership simply gave up on their customer because they didn't know what they were talking about (Key Card vs an App), I went to another dealership that was willing to order one for me.  I appreciate the response they provided, and it still continues to prove that they feel it is okay to sell a product that doesn't match what is advertised. 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 01/23/2025

  We believe you are confused that there are two different headlight styles. Exterior RearLighting Animation (see attached window sticker) is on the Rebel X and on the window sticker from the manufacturer. This is what you have.  The Bi-Functional LED Projector Headlamps are on a limited.  We believe these are the ones you are wanting.  Headlights never came up when you saw the truck or test drove the truck. This situation is NOT a manufacturer or a Phillips issue.  
  

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22838999
  
  I am rejecting this response because this is false and even ***, the manufacturer has recognized it. It's clearly false advertising and *** is trying to fix the issue on future builds but neither *** or the dealership has done anything for myself that were under the impression that this was an included feature. I've attached a memo from *** that was sent to dealerships highlighting the issue that trucks were sold with features that should not have been there. This is clearly false advertising. If the truck was built with the correct features there would be no reason to reissue window stickers. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:09/10/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Ram 1500, not from this dealership but another **** dealership. A few months into owning my truck there was a large leak coming from either the panoramic sunroof or the rear window, and every single time it rains, my whole back seat, and front seats are soaked, the interior is mushy from all the moisture, and it gets hard to see out of the windows because of all the moisture collected on all windows. This truck was purchased Certified, and I also spend 4k on a warranty that is a wrap around warranty. I made an appointment to get it looked at last week, and i asked if it would be covered under warranty. The scheduling clerk assigned me a service advisor and asked that I ask him if things were to be covered under warranty. I left two voicemails on my service advisors VM so I could plan ahead if any additional costs were to be added. Never got a call back. The day of my appointment comes around, and he calls, sounding very bothered that he had to deal with me (I'm not too thrilled at this point either given I have to drive on a beach towel so my **** isn't wet). This isn't a fun experience on my end either, but it is his job to handle these things. He informs me that I need to get in contact with my warranty company to go over what is covered, again, this is his job, not mine. It took 3 hours to get ahold of him or for any service advisor to call back. At that point he informs me that he is going to charge me $100 on top of my warranty deductible if the required work is covered. That's outrageous. He sluffed me off, and I went and picked up my truck the same afternoon. When I got there, there were 3 Advisors standing in a circle gossiping. Where were they earlier? They go and get my truck from the back, and all surrounding windows are not foggy, but covered in moisture that the service advisor had to sit and wait for them to clear the littlest bit for him to drive it up to me. The back seat has mold, no concern to them. This is a huge safety/health issue!

  Business Response

  Date: 10/17/2024

  Our Service Manager will call customer to set an appointment to get this resolved. 

  Customer Answer

  Date: 10/17/2024

   
  Complaint: 22267261
  
  I am rejecting this response because: I refuse to go to this dealership again, when its not just me that they constantly give excuses to, but multiple people I have dealt with. This business runs on excused and have zero concern for their customers. 
  
  Sincerely,
  
  ***** A

• Initial Complaint

  Date:06/17/2024

  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 February 19, 2024, I was on my way to ********* from ********, **. My daughter was driving my other vehicle, which is a 2016 Jeep Renegade Sport. When she went to get fuel for this vehicle it shown a light on the dash for a code. I instructed her to contact Phillips Jeep in *****, ** and have the vehicle towed for it to be assessed. The Jeep was towed for a fee of $90 to the dealership. My daughter and myself called multiple time that afternoon to Phillips ****************** just to ensure that the vehicle did in fact arrive. This took over 10 phone calls and three days to just get the confirmation that the vehicle did arrive at Phillips Jeep. We waited two weeks and did not hear from the service department at all about the assessment on this vehicle. My daughter and myself begin to call again, over and over, and many, many voicemails with no call backs. Finally, an estimate of $3900 was text to my daughter's phone. I called and called to get further information on this information to not able to speak to anyone in the service department. Finally, tired of not being able to speak to anyone or even get this car fixed for that matter, I arrived back to ******* the first week of April. Rented a car hauler $250 to transport the vehicle from dealership to my home in ********, **. Even though Phillips Jeep did not do any work on this vehicle they still charged me $300 to look at the vehicle, and they would not release the vehicle without me paying for it. Once the vehicle was back at my home, I unloaded it. I cracked the vehicle and there was not error message at all. The car drives and operates perfectly. I started calling Phillips Jeep again to figure out why they wanted to charge $3900 for a new clutch when there was nothing wrong with the vehicle. I have even been driving this vehicle back and forth from ******* to ********* on a weekly basis (800 miles) without a single issue. My daughter door dashes for work and was unable to do so during this time.

• Initial Complaint

  Date:04/02/2024

  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.

  The dealer serviced our car and "changed" parts that did not resolve the issue. I have had to put the car in another dealer in ******* and they have changed THE SAME SET of parts (spark plugs) so i paid twice for parts and service they said they changed. plus other parts and work they did not complete. The Reason for this complain - it is now April and the issue is BACK. 6000 dollars, car rental, hassles, headaches and the worse part - the Issue is known by JEEP DEALER SERVICES - it is affecting MULTIPLEOWNERS and there are plenty information about the repair online. plenty information about the same turnaround i am here reporting as well - owners leaving with the car "fixed" only to find out the issue is NOT FIXED.I would like the dealer to issue a full refund for my money since that did not solve the issue and the worse - SOME OF THE PARTS THEY SAID THEY REPLACED were replaced AGAIN in February here in another dealer... No spark plug last only 2 months.I only want my full refund and another 1500 to cover expenses I had to pay for my hotel and car rentals heading there to pick up the vehicle they claimed it was fixed and it is not. I will seek the additional refund and work to complete this repair properly here in ********thank you.documents available upon request.research online about how to FIX the issue not fixed - available also upon request.

• Initial Complaint

  Date:02/16/2024

  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.

  2/15/2024:Jeep ***** - Phillips Service - **** is a real jerk.My elderly Aunt age 85 takes her car in for a software recall - they crash the computer, put another in crash that then take her home yesterday to call today saying they have no loaners, they will take her to Hertz and she must present her insurance and put a deposit for the car. WHAT! This entire thing should fall on them this is there issue not hers. I call and question him and he starts telling me that is Chryslers rule and if he and I and the President rented a car we need our insurance. Yes idiot in a normal circumstance but this should fall fully on Chrysler. Then I told him if the President asked for a loaner they sure as heck would have one and he got mad and hung up on me. Very professional taking advantage of a senior citizen.

• 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.

  We brought in a jeep for reprogramming and to diag a leak they just read the codes and charged us saying that was ********, but we already knew the codes, then they didn't have the proper equipment to work in their own vehicles that they sold, they could not prefore the reprogram then tried charging us for their attempt at reprogramming with the improper equipment. Along with this everyone that I've had contact with has been rude, the ******, the employees the service writer "****"

• Initial Complaint

  Date:01/30/2024

  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.

  We took our 2018 Dodge Journey in to have the radio replaced as we have an extended warranty that should cover any and all issues for a certain time frame or amount of miles. We were told that if our loss was not covered, we would be charged a $175 Diagnostic fee. The dealership called us and told us the loss was not covered. We took the vehicle to another dodge dealership for another issue and brought the radio up to them. They mentioned the radio would be covered under our warranty. We have tried to contact Phillips Dodge and no one will return our call to get this charge adjusted. The total paid was $271.74, however, we are only disputing $175 of that charge because we did get an oil change.

• Initial Complaint

  Date:01/05/2024

  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.

  2022 HAD TO BRING HUSBAND'S TRUCK IN FOR RECALL OF THE EXHAUST MANIFOLD.2023 HAD TO BRING IT IN AGAIN TO REPLACE THE EXHAUST MANIFOLD, HOWEVER UPON PICKING THE VEHICLE UP WAS TOLD THAT ************ WAS NOW CRACKED AND IT WOULD BE ALMOST **** TO FIX IT. THE SALESPERSON JOKED AND SAID HEY MAYBE YOU CAN JUST GET SOMEONE TO WELD IT INSTEAD. I ASKED FOR BEFORE PICTURES AND HE STATED THAT HE DIDN'T HAVE TO PROVIDE ME WITH ANY OF THOSE, HOWEVER, HE DID PROVIDE ME WITH ONE OF THE CRACKED PIPE. WE THEN IMMEDIATELY TOOK IT TO 2 OTHER SHOPS AND WERE TOLD THAT IT WAS CRACKED WHILE TIGHTENING DOWN THE PHLANGE IN THE MANIFOLD.