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:04/30/2025

  Type:Customer Service 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 dropped my truck off on 4/7/25 due to it misfiring & I was told it would be a week before they were able to look at it. I expected to hear something by 4/15 at the latest & I did not so I contacted them on 4/15 and was told my service advisor was on PTO until 4/16. There has been zero communication from the dealership. I have had to contact them myself each week to see where we stand. I also told them I need a loaner car so that I can get to work & I was told “there are 14 others ahead of you who need a car.” They did not actually start working on my truck until 4/17/24 AND as of this morning, there’s still no update because the technician has not shown up for work. My truck is under warranty with them & I cannot take it anywhere else. The lack of communication and follow up on the businesses end has been the most frustrating due to the fact of not having a timeline of when I will have my vehicle back as well as the lack of compassion for needing to get back and forth to work. On 4/22/25 they changed the spark plugs & coil packs, but still did not know what’s wrong with my truck, so they were awaiting approval from warranty to run more tests. I was left a voicemail on 4/28/25 that they would “definitely know what the problem is today & will let me know.”However, today, 4/30/25 is when I called again for an update because I have not heard from anyone & I was told the technician hasn’t shown up for work, but that my truck is still taken apart and they don’t know what’s wrong with it.

  Business Response

  Date: 05/01/2025

  To whom it may concern 

  We did in fact have a delay due to work load and then the technician finally gets to the job and has a family emergency that furthered delayed the repair process. We now 

  have the engine taken apart and have submitted for authorization to repair. We have also moved Mr. ***** up the list for a rental so we will provide this during the repair process.

  We apologize for the delay and we will work to correct the issue with the vehicle asap.

   

   

  Customer Answer

  Date: 05/01/2025

  
  
  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. However, the lack of communication on the business has been my biggest issue. Although I know it is not my business for the company to tell me the technician had a family emergency, they could have simply told me from the beginning that the technician would be out for a few weeks rather than to keep telling me “we will have an update tomorrow” and tomorrow never comes until I reach back out, only to hear the same thing again.

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

• Initial Complaint

  Date:12/30/2024

  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.

  In June of 2024 I purchased a Chrysler Jeep Grand Cherokee from a dealership in Alexandria, LA., I purchased an extended warranty package on my new vehicle which came with several free oil changes. I was told I could get my car serviced at any Chrysler dealership. Since Hebert's Town & Country is the closest dealership to my home I contacted them when the first oil change was due. I was told by Ms. ******* **********, a service writer there that I was not allowed to bring my car to Town & Country for an oil change because I did not purchase the car there. I was quite perplexed because it is a Chrysler dealership but I moved on to a dealership further from my home. On December 20 I brought my car to said dealership for a simple oil change and unfortunately the technician incorrectly installed the oil filter. I was unaware of this until two days later when I was driving into Shreveport to visit my grandson. Since it was Sunday I had to call roadside assistance. They told me the car had to be towed to the nearest Chrysler dealership early Monday morning. I was told by Mr. ******** *****, another service advisor at Hebert's that they would not fix my vehicle and they would have to tow it to the other dealership. I am a 74 widow. Why could they not fix my vehicle? It was a simple repair! What if I had been traveling? Do they turn away customers because they did not purchase the vehicle at their dealership? What an unsavory business practice! I was an educator for over 30 years. I was always professional and did my job well. If not I would have beeb held accountable. I think this dealership needs to held accountable! If they had just changed my oil the first time then maybe I wouldn't have gone through the headache of being without a vehicle for two days right before Christmas. I wonder how many other customers that they have treated poorly and those customers didn't speak up? I just want to make you aware and I do think something needs to be done.

  Business Response

  Date: 01/13/2025

  We looked at the vehicle and our technician felt there was more damage to the engine that what a simple 

  oil change would cure. We did not charge the customer for looking at the vehicle. This was in the technicians 

  opinion to be the best decision. We apologize for any inconvenience this has created.

   

   

  Customer Answer

  Date: 01/15/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  This response is the lamest excuse I've ever heard. I own a Chyrsler product. It can be repaired at any Chrysler dealership. I am 74 year old woman who was in a crisis and I got turned away because your service advisor was just plain lazy and did not want to address the issue. It's funny that when I took it back to the other dealership they said it was an easy fix and could have been handled quickly. But your unprofessional employees would rather tow my car to the other dealership causing me more time without a car. The bottom line is if I had not been rejected from service way back when I needed the first free oil change , which is provided by Chrysler, then this may not have ever happened.  I was turned away because I did not purchase the car there. The dealership I did purchase from told me it was Chrysler policy that I could get the oil change at any dealership.This dealership is a joke. Very poorly managed. Employees are very unprofessional and customer service is a joke. The owner is out of line and should be ashamed of how his employees treats customers and needs to address the issue.
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:09/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My truck has been in Heberts body shop going on six months. State Farm paid in full two months ago, check was deposited by Heberts, truck is not finished, nor can I tell anything has been worked on. Each week I go by to check on progress and told matey next week. Is no one responsible but me?

  Business Response

  Date: 09/15/2023

  The understanding with the customer is that we are very busy and could not tell him how long it would take to complete the vehicle. He said it was fine it 

  just needed to be moved here because he was paying storage where it was. We took it in and State Farm wrote the estimate on 4-25-23 and we located 

  necessary parts to complete the vehicle and and had a backordered airbag which now is here. We will began work as soon as we get a stall to be able to 

  bring it in and start work. We are at looking at two weeks to start. 

   

   

• Initial Complaint

  Date:07/11/2023

  Type:Customer Service 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 Ram 1500 in March of 2023, upon purchase the dealership was supposed to send for my car to be titled, taxed, and registered in Ohio. Well, after over three months the dealership still has not titled my truck in Ohio. I called the dealership for the first time after the purchase of my truck around 4 May, as my 30 day tag had expired and I required another tag. The title specialist, ********, would not answer her phone, nor would she return my call after leaving several voicemails. After calling numerous times throughout the process, I finally was able to get ahold of a manager, *****. ***** was not very helpful and led me to believe the hold up with my license plates and registration was they couldn't transfer the tag from my last truck to my new truck since it was in a fire. He the stated they were going to send away for a new tag. Later that day after speaking with *****, He called me and told me that they could transfer the plates they just needed a picture of my 2023 registration, which I sent. at that point, ***** cut off all communication, despite me not having a new temp tag. I had to call numerous times before I reached the GM of the store, Mr. **** *******. At this point, T*** was a little helpful and was able to get me a new 60-day tag. That all ended when that 60-day tag was expired. After calling day after day, hour after hour, leaving numerous voicemails for managers, the title specialist, and Mr. *******, my phone calls went unanswered. I went to the Ohio DMV and my vehicle hasn't even been titled. You cannot get plates and registration until that is complete. The company has no clue when my vehicle will be titled which also prevents me from getting plates in person. When I have asked to speak to the owner the front desk states he is never available or in a meeting.

  Business Response

  Date: 08/01/2023

  The main issue with getting Mr ************** vehicle registered in a timely fashion was the fact that he asked us to transfer a nonexistent personal plate that was destroyed in a fire. The DMV rules state that you must attach a photo of the plate being transfered. We finally got the DMV to accept a copy of the registration at about the same time Mr ************ stated that we could just apply for a regular Ohio plate.

  I have attached a copy of the vehicle registration, title document and tax document that was finally perfected on 07/22/2023. I've also attached a copy of the FedEx overnight label with tracking information showing that his plate and registration are on the way to his home in Bossier City, La.

  He has also been in contact with ********* via e-mail.

  If you have any other questions or concerns about this transaction you can reach me @ ************

  With regards,

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

   

  Customer Answer

  Date: 08/01/2023

  
  
  Better Business Bureau:

  
  Finally, the company took action to get this accomplished. I attached the “so called” emails from the title lady, ********, and I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Hopefully, next time they don’t give customers the run around dodging calls. For sure I will not recommend them nor will I return to them for business. 
  
  
  
  Sincerely,
  
  
  
  ***** ************

• Initial Complaint

  Date:05/02/2023

  Type:Product 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 2022 Jeep Grand Cherokee from the dealership listed back in April of 2022! Starting in October my car has been in the shop 3 times for almost 60’days. We are unable to pin point what is wrong with it. When they fixed it the first time I told them I didn’t accept the solution as I know it wouldn’t fix it. The gentlemen I was speaking to me told me “well whatever then come pick it up and take it somewhere else”. Few moments later I get a call back about my so called fixed car and he stated “I’m going to have to eat a crow, it messed up again”.

  Business Response

  Date: 05/16/2023

  We have had the vehicle in several times and cannot seem to duplicate the no start condition. It is very intermittent

  so therefore hard to diagnose. This vehicle has gone several months without a problem then it happens again. We

  have contacted our engineering division and they have had us try to  similate the problem with our equipment

  hooked up but after several attempts the vehicle does not mess up. It is impoosible to repair a vehicle that is not 

  messing up.  

   

   

• Initial Complaint

  Date:12/26/2022

  Type:Billing 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 signed a contract November 5, 2022 for 2017 Grand Cherokee that i believed to be a sound vehicle. The estimated monthly payment seemed steep as I spoke to the dealer but I believed that i was making an investment. Unfortunately, I have felt endangered several times and My dealer is unconcerned with my distress. Something is wrong with this vehicle. It is decelerating on its own while I am driving and it has done so more than one time. I feel as if my urgent need for a vehicle has been manipulated. I noticed a dent on the driver's side door that the dealer, ****** quickly promised to fix but failed to mention that this offer had a time frame. This led me to take a closer look at the paperwork that i received only after I Signed the contract. Although I am in love with this vehicle, I cannot ignore the fact that it has been owned at least 3 different times before me and has been in at least one accident. I am paying $675 a month for a vehicle that I am afraid to drive. I do not trust Shane and I almost want to return this vehicle. Can someone please get in contact with me about resolving these issues?

  Business Response

  Date: 02/10/2023

  Business Response /* (1000, 10, 2023/01/24) */
  When Ms. ********* purchased the Jeep from the dealership we agreed to fix a dent in the door and that has been accomplished. She did complain of a deceleration issue and our service manager drove the vehicle multiple times and could not get the problem to duplicate. The Jeep was brought back into our shop on January 11 with several issues and we are in the process of taking care of those now. The heater was not working properly and we are replacing a water pump as well as replacing a door actuator in the heating system. We do believe we have corrected the deceleration issue as well. We do care about the satisfaction of Ms. ******** and I believe we are demonstrating that now. She has also been provided a loaner vehicle while her Jeep is in the shop.

• Initial Complaint

  Date:08/18/2022

  Type:Delivery 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 NEW JEEP GLADIATOR FROM HEBERT TOWN COUNTRY IN SHREVEPORT IN APRIL 2022. JEEP WAS MISSING THE JEEP FREEDOM TOP BAG, SALESMAN SAID HE WOULD GET ME ONE AND MAIL IT TO MY HOME. AFTER WEEKS CALLED AGAIN TO CHECK ON IT AND WAS TOLD THEY WOULD SEND IT, STILL NOTHING ARRIVED. SEVERAL CALLS HAVE BEEN MADE TO BOTH SALESMAN AND GENERAL MANAGER AND TO DATE I STILL HAVE NO FREEDOM TOP BAG. CALLED DEALERSHIP YESTERDAY AND SPOKE WITH RECEPTIONIST AND LEFT MESSAGE FOR GM TO CALL AND 24 HRS LATER NO RETURN CALL.
  

  Business Response

  Date: 09/14/2022

  Business Response /* (1000, 5, 2022/08/31) */
  The Freedom Top has been mailed to Mr. *********, we reached out and offered to bring it to him in ****** and he preferred to have it mailed. I apologize for the confusion on our behalf and it should have been taken care of in a more timely manner.