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:11/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/7, I purchased a new Jeep Gladiator from Don ********************** North, paying the total price at the time of purchase. As I live in ************ and the dealership is in **, it was understandable that they would not provide me with a title as those are the rules, and I accepted temporary tags expiring on 11/21. After waiting more than two weeks for the title and tags to arrive, I called the dealership, attempting to find out where they were. A receptionist transferred me to *******, who is responsible for sending titles to out-of-state customers. After several phone calls and voice messages over several days, she eventually picked up the phone and told me she had been on vacation, but she would get my title sent out within the 30 days allowed by ************. I called back two weeks later, and she informed me she had sent the title out a few days before the deadline. She could not, however, tell me where exactly it had gone, who had it, or when I would get it, and indicated she had completed all her responsibilities. She promised to try and find out more and said she would call me back, but predictably, she never did.My tags expired today, and I don't have new ones. I called the dealership again and spoke to ****** again and once again; she informed me she had sent the title out, and this wasn't her problem. I told her I had given her company all the money for the full rights to this truck and it was now unusable, so it was her problem. She hung up.A few minutes later, I got a voicemail from a receptionist indicating ****** had sent me new temporary tags, and they were in my email inbox. This was a lie. When I called back to ask where the tags were, I got a different receptionist on the line who transferred me to a manager's voicemail.I can't register my truck, can't get plates, and can't find out who has the title to the vehicle I have the sole right to. I would like my title, a complaint filed with GA, and action taken to prevent them from doing this to others.

  Business Response

  Date: 12/06/2023

  This MSO was sent to the county that the customer lives within 30 days.  This tag has been processed.  The county was behind and needed a copy of the back of the customer's license.  Thank you for the business.  

• Initial Complaint

  Date:11/10/2023

  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.

  In Feb of 2023, we found a listing online for a Jeep 2012 Grand Cherokee at Don *********************** After much back and forth, we drove up to the dealership and test drove the vehicle. The online list price was $7,995. Sadly we don't have the text messages or the online listing. The salesman (*****) jacked the price up to $10,703 to include some Advantage program. He said that was to cover the issues we had. They were supposed to check and correct the **** install a front tag holder, touch up some paint, find the hood, change the oil and check the fluids.We were never given any paperwork on what was actually done. We were told that the *** issue was fixed, that it was the catalytic converter. The front tag holder was not installed.37 days after we picked up the car, the *** light was back on and we took it to another dealership who told us it was the catalytic converter. We reached out to Don ********************** CDJR and was told "Sorry, 30 days". I asked for copies of the work report. Nothing. They simply stopped responding. Three days ago, they called wanting to do service on another jeep we own. I explained what happened and they young lady (*******) acted appalled and said she would check into it. I received an email stating they were checking into it but they are no longer responding to emails from us. They did not fix the catalytic converter and the car is not operational. They are not responding.

• Initial Complaint

  Date:09/22/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a **** Jeep from dealership when I arrived to do paperwork and pick up the vehicle the second key was not at the dealership. Both parties agreed to mail the *********. I had them write it on the sales order that the key is owed on 8/21/23. Since this no communication from the dealership have texted the sales rep multiple times when he does respond it is still waiting for the key to be returned. Have given dates to receive the key as this excuse will go on forever to get this resolved and no response. Have emailed the ** and sales managers with no response. attached is the agreement between me and the dealership.

  Business Response

  Date: 09/22/2023

  Have been waiting on the key from person that traded it in.  This key was mailed today (9-22-2023).

• Initial Complaint

  Date:08/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I really wanted this dealership to be my regular location for service and future purchases, but Ive had a compete change of mind. I will say there are some associates in the service area that I always looked forward to seeing and working with. Unfortunately, the following issue is why Im giving 1 star now.For over a month I tried to get service set up for my Jeep Gladiator. I made over 10 phone calls, sat on hold for hours, sent over 10 emails and more. In email exchanges with this company, an associate said they called me multiple times and left multiple emails. I have tested my phone numerous times and there is no issue with my phone. The issue is terrible customer service and communication with this company. The person emailing me wouldnt give me their name either after I asked for it 3+ times. I emailed the *** called the ** and tried everything I could to escalate this issue. I tried for over a month to get a scheduled loaner vehicle so I could carry on with my career and duties with my child and family. When I go drop off my **** there arent millions of hoops to jump thru to get a loaner for service, diagnostic readings or more potentially comprehensive issues. As I mentioned with all of these methods of contact, I needed to drop my Jeep off for it to get a full diagnostic check and to address an ongoing rattling when accelerating the engine. The last time I came in to get my oil changed etc, I drove around the area with one of their service reps and he couldnt pinpoint the issue by listening to the rattle. With that being said, my last service was well over ***** miles ago and this rattling issue could be something more comprehensive at this point.I will be contacting corporate for Jeep considering Im under a manufacturer warranty and cannot get my Jeep serviced responsibly by Don ***********************

  Business Response

  Date: 08/30/2023

  We will be glad to perform any factory approved warranty repairs that are needed.  We have tried repeatedly to contact the customer to schedule an appointment to address his concerns.  If ************** can give us a time that is convenient for him we can schedule an appointment to inspect the vehicle.  

• Initial Complaint

  Date:08/28/2023

  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.

  On June 5, 2023 I purchased a 2017 Chrysler Pacifica van and it was delivered to my house from ********, ** to ********, **. I noticed the Retail Buyer's Order was incoorect and I did not receive paperwork stating what the "dealer add-on's" included. I contacted ****** (my salesperson) and he did call me back and say the "final" price was correct and he did not undertand why I wanted these forms. I had taked to ***** (Finance Manager) and I had asked what did the dealer add-on's included and I would like to see what I was paying for. I did also ask why the delivery charge was so high based on what other car dealers were charging for the same distance. In both cases he did not answer my question and I should have known that this part of the process was not going to go well. I think they were upset that I found an internet link that had the price of the van $2,000 less than they offered it to me initially. I have called and sent e-mails many times and I am told "******" will call be back but he never does. I do not think this dealership is professional and their is a reason they will not send me the two (2) documents I requested. I do nto want these documents so I can complain about the deal but only for my records. I am sorry they will not do something simple for a customer that is satisfied with his van and the deal we made. However, I am not satisfied with the the they have ignored me any my simple request.

  Business Response

  Date: 08/30/2023

  Our *************** will send a copy of these items to **************.

  Customer Answer

  Date: 09/06/2023

  I will be satisfied "WHEN" I receive the two (2) documents requested from date of purchase in June 2023.   Once I receive the documents, I will close out my complaint.

  Business Response

  Date: 09/13/2023

  Our business office overnighted the requested paperwork.  Please let us know if this was not received.  

  Customer Answer

  Date: 09/14/2023

  Written and sent with attachmentson September 8, 2023
  

  From: *********************** <*********************>
  Sent: Friday, September 8, 2023 11:42 AM
  To: **********************************************
  Subject: BBB ID # ********
  
  Dear BBB Representative:
  
  I did not know how to attach this e-mail to my recent complaint (ID # *********.  Please let me know if this e-mail is acceptable, or how to attach it to my current complaint, or if I need to start a new complaint.
  
  On June 5, 2023, I purchased a 2017 Chrysler Pacifica van from Don ********************** North dealership in *************************.  I requested two (2) documents prior to paying cash for the vehicle.  I wanted a corrected copy of the Retail RO Order (Due to it being incorrect) and the Don ********************** Advantage plan they said I had to purchase.
  
  After contacting you (BBB), I received the requested copies yesterday, Thursday, September 7 after making numerous requests by e-mail text, and telephone calls. Thankfully, the Office Manager (*****) was able to do something that others found difficult after waiting 95 days from the time of purchase.
  That I was told
  I think I now know why they waited so long to give me my copies.  A copy of the Don ********************** Advantage plan was one (1) of the many pages we signed on the hood of the van with the deliver driver.  However, what I noticed when I received the wo (2) forms I requested yesterday is that they overcharged me at least $828. I was told by ***** (Finance Manager) that I had to purchase the Don ********************** Advantage plan because it was already added to the van.  As anyone can clearly see on the attachment.  The purchase of the Don ********************** Advantage IS NOT REQUIRED in order to purchase this vehicle.  I specifically said I did not want to buy the advantage plan and ***** told me I had to purchase it to buy the vehicle.  If you review the plan, you will see that 6 or the12 items, I cannot realistically benefit from because the dealership is 212 miles my home.  They also offer my first oil change for free, which again is not realistic for me to benefit from this free offer.
  
  The items I noticed from the corrected copy of the Retail Buyers Order (see attachment)are:
  
  $828 for Don ********************** Advantage plan that I refused but was told I had to purchase it by ***** (Finance Manager)
  Sales Tax of 6.6%, that I was told $300 was being sent to Lexington County tax office but I have not received a receipt or anything official stating it was done.
  I did receive a refund check from Don ********************** regarding the Tax & Title fee because I paid these myself.
  I noticed a Non-Tax Fee of $183 and I do not know what that covers.
  I mentioned the $800 deliver fee for a 212-mile one-way trip was too high based on other dealerships that deliver vehicles.  Both ****** (Salesperson) and ***** (Finance Manager) said that was their fees and I now doubt they were being honest about the delivery fee.
  
  The last time I spoke to ****** (Salesperson) about getting a corrected copy of the Retail Buyers Order.  He said he would have to check and call me back.  He called back later that day and said, he checked but what difference would it make the total price $25,306 would be the same.  I think I knew then that something was wrong with the way Don ********************** North deals with their customers.  I should have known better that to continue with the purchase but sales and finance people that conduct business this way is why dealerships in general have bad reputations and the buyers beware is so true. 
  
  I doubt they would be willing to do the honorable and right thing and refund me for the Don ********************** Advantage plan because they added it without my permission. However, in the 10 -15 forms I signed on the hood of the van outside my garage I did sign the advantage plan without reading it (or the other forms.  No copies were left with me, but I am thankful I received them 95 days later. We are very satisfied with the van, and I am in the market for another vehicle, but I cannot at this point think about using Don ********************** because of this experience.ell us why here...

  Business Response

  Date: 09/22/2023

  We can send ************** a refund for the package that he purchased.  It is not a required product which is why we put in big bold letters that it is not a required product.  We will mail a refund for $828 as well as the receipt for the $515 title fee that we sent to ************** for the title fee (we only collected $500 from **************).

  Also, we have several managers and a business manager (*****)  that can assist with any other issues.  Please reach out if there is anything else we can assist with.

  Sincerely,

  Don Jackson North Management Team

  Customer Answer

  Date: 09/22/2023

  Once I receive the refund I will respond in a positive manner to their solution

  Business Response

  Date: 09/29/2023

  Our company has responded to this complaint multiple times.  We have given ************** his paperwork as well as a refund.

  Customer Answer

  Date: 09/29/2023

  I did receive a refund for the Advantage Plan that I rejected while talking to the Finance Manager.  However, he told me that I had to accept the Advantage Plan because it had already been added to the van.  When I finally received the paperwork that covers the Advantage Plan it clearly stated that I did not have to purchase this plan. The dealership did not respond to my numerous attempts to talk to them about the Advantage Plan.  The salesperson did return my call after I inquired about a correct purchase report after he said he checked on it.  He told me that there was not a problem because I paid the amount that I was told to transfer for the van.  After getting all the paperwork and the corrected purchase report, the numbers do not match.  I was told I would be sent a receipt showing $515 was sent to pay car taxes and that was not in the envelope with the refund check. I am happy with the vehicle but not the way they have NOT contacted or worked with me to get the paperwork concerning my purchase.  I do not feel as if they treated me in good faith as a customer.   I am okay closing my complaint because they refunded the money that they should not have initially charged me.  

• Initial Complaint

  Date:03/07/2023

  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.

  I purchased a vehicle from them in late January 2023. I was charged $500 fee for them to deliver the vehicle to me, but they did not tell me that someone would drive the vehicle from *******, GA to *********, ** and add on 200 plus miles. I tried to dispute the charge with my bank and when they got wind of it they became ***** by Stalling to give me my tags. I have tried to call multiple times asking for management only to get a cold transfer or voice mail. I would leave a voice mail with no response. I have temporary tags on the vehicle that Expires on March 13th of this year. I have called my local DMV every week and receive no document update. I have also called Georgia DMV with no resolution. I am a full-time time Uber driver and I can not work with out the vehicle and once my Temporary tags expire uber will close my account until I Update. I have no warranty on this vehicle and they informed me that I should still have one threw ******* I called them and found out that I do not. They fixed the window but tried to make me feel bad about it. But they still have not fixed the undercarriage damage that is Visible on the right side of the vehicle. Before I purchase the vehicle I asked the sales rep if there was any issue from the vehicle; the sales rep told me that there was nothing wrong with the vehicle only to receive vehicle driven from ******* Georgia to ********* North ******** and see damage on the window on the right side of the vehicle and under carriage damage on the right side of the vehicle, please help.

  Business Response

  Date: 03/07/2023

  This tag and title paperwork has been sent and received by the ** ***.  The paperwork was received by the *** on February 24, 2023. The address the paperwork was sent to is:

  3250-G ************** *******************

  The tracking number on the package was:  1Z9V10E81399233276

  *********************** just needs to go the North ******** *** and pick up his tag.

  Customer Answer

  Date: 03/07/2023

   
  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:02/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid over $32,000 in full for a 2022 ***** Civic on November 28, 2022. It has been 85 days and I still do not have a tag and I cannot drive the car without one. I am active duty Army and purchased and drove the car enroute to my new duty station at Fort *****, WA, following completing Basic Training. I cannot drive the car without a tag since the dealer temporary tag expired on Dec, 28th, 2022. I have contacted the Gwinnett County DMV four times and they can see in their computer system that I bought and paid for the car on November 28th, and had paid the sales taxes for it but they say the dealership has not submitted the title paperwork to them so they can issue a tag. They tell me that the dealership has violated the law because they did not issue a title within 30 days. The title clerk at the dealership keeps lying to me since Dec. 28th and says the title is coming soon. She hung up on me the last time I contacted the dealership and has been very rude. They did not even offer me the courtesy of paying for a rental car while I wait for the tag to arrive.

  Business Response

  Date: 03/06/2023

  The title to this vehicle has been processed and the tag has been mailed to the customer.  We apologize for any inconvenience we may have caused.

• Initial Complaint

  Date:02/12/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/10/2023 I purchased a vehicle from this dealership for a total of $55,450. I have purchased a brand new vehicle from this dealer before, my dad has purchased two brand new vehicles and my mom one brand new vehicle from them. I have referred multiple customers to this dealership and had a very good rapport with Don *********************** A few days prior to my most recent purchase I was in the dealership discussing trade of my current vehicle with them and it had verbally been agreed upon the price and that the roof rack I had on my trade vehicle would be taken off after the trade and given back to me (a $4,000 roof ************** by the sales manager, ****. I had decided to take a couple days to think about the purchase of that vehicle, when I came back on the 10th of February I had decided on a different vehicle & discussed with the salesman, *****, that I wanted the same trade value and the roof rack back that had previously been discussed. ***** agreed with my terms and I completed the purchase of the new vehicle. I returned the next day to get some service done to my new jeep because a light was already on within 24hrs of purchasing and inquired about when I would be able to pick up the roof rack from my old car when the sales manager tells me that it wasnt part of the deal on this vehicle. They are refusing to return the roof rack from my previous vehicle, they were purposely deceptive and lied to me when I have been a loyal customer, and they deceitfully violated a verbal contract. I want my roof rack returned to me or a total of $4,000 for the price of that roof rack if they have already gotten rid of my previous vehicle.

  Business Response

  Date: 02/14/2023

  We can return the roof rack per customer's request.

• Initial Complaint

  Date:02/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ON 2/6/23 I CONTACTED THE DEALERSHIP ABOUT A 2019 BLACK MALIBU I SAW ONLINE TOLD THE ******** I LIKE THE VEHICLE AND WANTED TO GO AHEAD AND DO A CREDIT APPLICATION. SO ONCE THE APPLICATION WAS DONE THE ******** TEXTED ME AND TOLD ME EVERYTHING WAS GOOD THAT I COULD GONE HEAD TO THE DEALERSHIP (3HRS AWAY). WHILE ENROUTE TO THE DEALERSHIP I WAS CONTACTED TWICE BY PHONE ASKING WHAT WAS MY ARRIVAL TIME AND TOLD THAT EVERYTHING WOULD BE READY FOR ME WHEN I ARRIVED. UPON ARRIVAL THE ******** ASKED ME TO FOLLOW HIM TO THE BACK SO THAT HE COULD SHOW ME THE **** THE *** TURNED OUT TO BE A WHITE 2020 ***** MALIBU ALMOST *********************************************************** THE CUP HOLDER AND TAGS ON THE *** LIKE SOMEONE HAD JUST TRADED IT I TOLD HIM IT WAS THE WRONG *** AND TOLD HIM I CALLED ABOUT THE BLACK *** AND HE TOLD ME THAT IT WAS A BETTER *** AND I WOULDN'T HAVE LIKE THE BLACK **** I ASKED HIM COULD I SEE IT STILL AND HE TOLD ME IT WAS IN THE **** BECAUSE OF AN AIR BAG ISSUE. SO INSTEAD OF THEM TELLING ME THE *** WASNT AVALIABLE THEY LEAD ME TO BELIEVE IT WAS THERE RAN MY CREDIT AND WORKED A DEAL ON A *** I NEVER SEEN AND HAD ME DRIVE 3 HOURS AND TRIED TO PUSH A *** ON ME THAT APPARENTLY THEY JUST WANTED TO GET RID OF.

  Business Response

  Date: 02/10/2023

  Sorry for your bad experience.  We can reimburse you for your gas expense to the dealership.  Just call our sales manager and he can arrange that for you.

  Customer Answer

  Date: 02/12/2023

   
  Complaint: 19378807
  
  I am rejecting this response because:

  I reached out to the dealership 3 times and lefts messages with the receptionist and never received a called back from a service manager 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/14/2023

  We can have a Service Manager reach out to you.  We also have 4 other similar Malibu's you can look at.  If not we can reimburse you for your gas for the trip you made to the dealership.

• Initial Complaint

  Date:01/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  purchased a 2018 **C Yukon XL Denali on December 26th. We just got word from a ** service shop that there are over $1400 worth of repairs that need to be made to the vehicle that are not covered under either the ** warranty or the extended warranty that we purchased... The engine is needing major repair (needing rebuilt or replaced) which is thankfully covered under the warranty along with a few other issues. I understand that we purchased the vehicle as is with no dealer warranty... these issues were not mentioned when the service department inspected the vehicle for any issues and was told there was "no issues". We did as ibram suggested and took it to a ** service/dealer for further inspection and what they found is quite unsettling.When leaving the *** ********************** my husband pointed out that the check engine light appeared when it wasn't on when we test drove the vehicle and this was immediately following *** **********************s "inspection" that revealed no issues with the vehicle... ***** advised us to take it to a ** Dealer as they would "know more about it and be able to help more".This just comes as a shock due to the price of the vehicle and the "reassurance" that was given by ************************** salesman Ibram.

  Business Response

  Date: 01/13/2023

  We apologize for the issues with your vehicle.  This vehicle was serviced before the sale.  Our dealership would need to know the details of what needs to be repaired.  We can possibly assist you with the repair but need to know what is wrong with the vehicle.