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:03/06/2025

  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.

  Purchased a vehicle a year ago for full bluebook value. Was sold a vehicle on its last legs instead. Vehicle is constantly in the shop or sitting undriveable (as it is now). I got AAA just for this car and platinum, the best offer, and have towed it so often that I used up all my towing abilities and had to pay out of pocket last time. This was just the other week! Every time i get it back after days to weeks of it being 'fixed' in the shop, something else catastrophic goes wrong with it. I have still to pay the 1400 for the LAST fix I needed to get financing for!!! At this point, I do not trust them to replace nor 'repair' it any further. I'd like to come to a settlement. There is absolutely ZERO chance that they can claim it's anything but intentionally for more cash. I have loads of bank payments of 100 for each and every warrantee copay, as well as the hundreds for other visits. Enough is enough.

  Customer Answer

  Date: 03/06/2025

  Added the warantee as requested

  Business Response

  Date: 03/21/2025

  ****** did buy her 2016 Jeep from us more than 14 months ago, and the text only serves to demonstrate that we have done everything we can to assist her. We want to keep assisting her, but she insists that we haven't done anything. We also provided her with a loaner so she wouldn't be without a car. ****** has had her Jeep for less than 14 months, and she has driven it more than ****** miles, which is when problems can and do arise, and that is out of our control. Our team is dedicated to resolving her concerns and ensuring her satisfaction with our service. We understand the frustration that comes with vehicle issues,especially when they arise unexpectedly. She is more than welcome to bring her vehicle back to our certified technicians. They will conduct a thorough inspection to identify any underlying issues and provide her with a detailed report of their findings. Our goal is to ensure that her Jeep is not only safe to drive but also meets her expectations for performance and reliability.
  

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23028073
  
  I am rejecting this response because: I was sold a vehicle for bluebook value when it was a lemon. Half my pay each month is simply sunk into repairs and keeping it driveable. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 03/31/2025

  Gary Jackson Motors followed all guidelines and procedures set forth by the lemon law. We shall continue to abide by all rules and guidelines established by the state of *************. After Andrea Plouffe acquired control of the 2016 Jeep Patriot, ****** drove more than 24,000 miles on her Jeep, which she has owned for less than 14 months. It developed wear and tear. 

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23028073
  
  I am rejecting this response because: this is beyond wear and tear. Absurdity. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:09/16/2024

  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.

  Brought car to be looked at for potential battery and/or alternator issue. Said that had to text alternator with a new battery. They had been in contact with myself and my husband to give a quote and no papers were signed for any repairs to be done until an estimate was given. Someone took it upon themselves to charge us for a battery they used to test the alternator and are charging $500 for a battery. I have asked the to remove the battery as I did not authorize this repair due to the price and would take my business elsewhere for cheaper. They are refusing to remove the battery and will not let me get my car towed off the lot until I pay the $500 which was not authorized to begin with but they claim it was. No paperwork was signed in any of this.

  Business Response

  Date: 09/30/2024

  We communicated with her spouse who gave us permission to change the battery when we spoke with him. We undercharged her for the services rendered. The battery replacement cost Gary Jackson Motors money.

  Customer Answer

  Date: 09/30/2024

  Although I am unable to prove this, I would just like to add some information I had learned to prevent this from happening to other people. When I took my car elsewhere to have the alternator replaced after the issue with the battery had been settles with them I was told I never needed a new alternator which for the whole job (battery and alternator) would have cost me over $1200 with Gary Jackson Motors. I was told several wires had been unplugged to make it seem like I needed a new alternator, so I feel like I was almost scammed out of more money due to wires being unplugged. There have been other complaints as such made by other people (not this exactly) but not sure if that is something that can be quietly investigated by BBB to prevent this from happening to other people. Id like this to remain anonymous as the owner can be aggressive with his responses. 

  Customer Answer

  Date: 09/30/2024

  Although I am unable to prove this, I would just like to add some information I had learned to prevent this from happening to other people. When I took my car elsewhere to have the alternator replaced after the issue with the battery had been settles with them I was told I never needed a new alternator which for the whole job (battery and alternator) would have cost me over $1200 with Gary Jackson Motors. I was told several wires had been unplugged to make it seem like I needed a new alternator, so I feel like I was almost scammed out of more money due to wires being unplugged. There have been other complaints as such made by other people (not this exactly) but not sure if that is something that can be quietly investigated by BBB to prevent this from happening to other people. Id like this to remain anonymous as the owner can be aggressive with his responses. 

  Customer Answer

  Date: 09/30/2024

   
  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:08/27/2024

  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.

  I purchased a 69 Impala Convertible from this dealer two months ago I still have not received the proper paperwork to get it registered. They sent a copy of an expired Registration, no release of interest from the previous owner, and a voided copy of the Registry of ************** Division Licensed Dealer Reassignment of TitleI have called numerous times and texted for months without assistance. I cannot drive the car legally or get a title without this paperwork. All I am asking for is the dealer paperwork to get this car titled in my state. I have been trying to get the paperwork since June 17, 2024.

  Customer Answer

  Date: 08/29/2024

  The dealer finally overnight shipped the paperwork after they found out I filed a complaint. 
  

  the paperwork came yesterday evening and I was able to get the title processed today. 
  

  thank you for your assistance.  Now that I finally have the registration complete, I dont need any additional assistance. 

  Customer Answer

  Date: 08/30/2024

   
  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:08/13/2024

  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.

  Before purchasing a vehicle from This dealership we had an agreement that 4 repairs would be completed by their mechanic. One being front brake pads and Rotors. My car's at the mechanic now. And i'm being told that the Front rotors are rested and break ads need to be replaced. This means that two months ago the dealership's mechanic never did the repairs he said he completed. I am still awaiting a callback from the owner of the dealership

  Customer Answer

  Date: 08/13/2024

  BBB spoke with the consumer and clarified that her desired resolution is for the business to provide documentation that they performed the repairs they indicated they would take care of.

  Business Response

  Date: 09/03/2024

  **** has refused to work with us. She finally did bring her vehicle in and we did the necessary repairs. However she continued to contact us with no explanation about what is wrong the vehicle. She was very rude and threatening towards us even after we agreed to help her. I mentioned to **** that there would be a $100.00 deductible moving forward. She refused to pay it and we are still willing to help her as long as she pays the deductible and brings the car to us.  

  Customer Answer

  Date: 09/03/2024

  
  ********** ********
  
  I am rejecting this response because:
  I have never brought my car into Gary Jackson for repairs. Im so confused. They have not done any repairs to my car. They are getting me confused with someone else obviously because I was definitely not threatening toward them. The owner called me himself and admitted they Did not hold up their end of the bargain in Repairing what needed to be fixed as promised before purchase. He went on to explain that they were short. Staffed in mechanic and simply did not complete the job. He offered to complete the brakes. But I do not trust them to touch my car at this point after he then texted me what I've attached And our back and forth on their webpage reviews. I just simply do not trust them to touch my car at this point which is very disappointing. As un professional as they have been. I don't think there's much else left to be done at this point.
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a car at this business, this car had damaged hubcaps that werent replaced prior to buying them. But was told everything would be fixed before i drove off the lot. a week into owning this car, i tried changing the hubcaps, the lug bolt snapped off with little to no force. It was put on tightly and forced on. I called the business and was told the lemon law wouldnt cover me and id have to pay over $75-$100 for this repair, since its my fault. But, now a month or two into owning this vehicle I noticed it wasnt my fault. All bolts that are on this car, are tightly on with an impact drill and you cant even get any bolt off without 1. stripping and breaking it, or 2. not even touching it because its so tight on there. On may 4th, 2024 i was doing my oil change, and noticed a transmission leak, but prior to buying this car i was reassured everything was done before i picked this car up. I also noticed while trying to do my oil change, the bolt was so tightly on there, that no matter how much force you put on trying to get the bolt off, it wont come off. I contacted them regarding my concerns in late April to early may, and was ignored via text message. Im seeking help to resolve my concerns since the business has yet to do so.

  Customer Answer

  Date: 05/17/2024

  The day i got my vehicle was march 12th 2024. My car is a Honda accord LX 2012 with starting mileage of 124,900. and now on 130,000. My warranty i have no idea what it includes. I have no clue where to find my warranty. but i know we picked the one i had to put 1000 down for, i covered a little bit of everything. the guy who was my sales guy is dave. He’s still yet to reach out to me regarding my concerns. If anything he’s ignored me. I addressed i needed my lug bolt fixed, was told it wouldn’t even be covered under my warranty or lemon law. since its my fault, but it wasn’t. i noticed they attacked all bolts so tightly. someone stripped the bolt prior to giving me the car. I took hubcaps off, and with the lightest pressure it snapped in half. That’s not my fault. i can’t get my oil bolt off nothing. 

  Customer Answer

  Date: 06/13/2024

  ******** did purchase a vehicle from us sometime around May 04,12024.The car was guaranteed to pass state inspection, which it did and was serviced.******** signed a lemon law paperwork (see attached) at the time of closing, which said that she was covered by the Massachusetts lemon law within 30 days of the purchase, but that there would be a $100.00 deductible. ******** was kindly asked to bring our car back to our service center, but she declined when she was told about the $100.00 deductible and we haven't heard from her since. Although we are still eager to assist her, she must pay the $100.00 deductible.

  Customer Answer

  Date: 06/14/2024

  
  Complaint: ********
  
  I am rejecting this response because that is COMPLETELY incorrect. I called David, and he told me “you will not be covered until the lemon law and will have to pay the fee to get anything fixed for the lug bolt” there was never EVER anything stated for a deductible NOR was there ever a conversation about be declining services as David told me he’d reach out to me in 2 weeks since they were fully booked at the time and that it was MY responsibility to pay for the repairs as he claimed it was my fault. this company has been extremely dishonest and their reviews has also stated their dishonesty. I’ve gone through so much even getting ahold of them. I texted david MULTIPLE TIMES and he never responded on when it was beneficial to him. So yea, I do not accept the response as it was dishonest and misleading as NONE of that was even true. if it was you’d clearly tell i wouldn’t be here writing this right now. it took them over a month to respond. Bc they didn’t know what to say. they DIDNT comment on my oil plug, my brakes squeal all the time but was told they got new front brakes. this is a terrible business and NO ONE deserves this. i need solutions. My ac is ALSO very damaged. my filter was filled with DISGUSTING STUFF. It’s just crazy how i get a very low response when there’s so many issues. i want ALL my things fixed for free. I went through hell with this company and i deserve better. 
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/14/2024

  Good morning,
  

  I apologize ******** feels this way; our offer is still open to service her vehicle; however, our technicians are certified technicians through the State of *************, and they service not hundreds but thousands of vehicles per year with satisfied customers. In addition, we offered an extended warranty that would allow additional coverage for her vehicle, she would have been able to take her vehicle to a certified service center of her choosing. At that time ******** declined the extended warranty.

  Customer Answer

  Date: 06/14/2024

  i never once declined a warranty as i put $1000 down FOR THE WARRANTY. 

  Customer Answer

  Date: 06/14/2024

  As stated i did as much a could. these people are liars. I never ONCE declined any service as they told me they would call me back in 2 weeks as they were fully booked. I am not lying as i hate witnesses during the said phone call with david. i never declined anything. my father was also there when i accepted and paid the 1k for the warranty. i am hurt that im being treated like i did wrong but i didn’t. the pictures of the veh damage is clear they don’t care. i have had so many texts with david as well and been ignored. this is ignorance of this company to pin everything on me while many other customers are saying the same thing i am. so who’s in the wrong. 

  Business Response

  Date: 06/21/2024

  The $1,000.00 served as a down payment for the purchase of her car; the Bill of Sale is included for your reference. But in my conversation with the Sales Manager, I apologize.Unfortunately, ********'s extended warranty (paper attached) does not cover the lug nuts on her 2012 ***** Accord. We're willing to allow her to bring her automobile to our service center so that we can make the necessary repairs because of this. The offer is still in effect.

• Initial Complaint

  Date:05/10/2023

  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.

  Date of transaction is 2-22-23 Paid $9,461,00 Cash and traded in our ford focus for $550,69 for a total of $10,012,00 Dollars . They were supposed to provide us a pre-owned fully safety checked SUV through their Business . After sale we were pulled over and told by police it was a illegal sale and the title was in someone Else's name . We addressed this with the dealership and they denyed it and told us everything was fine and gave us their plates temporary while we waited for ours because they wouldnt give them to us right away . Before the purchase I expressed my safety concerns and had my babies with me one a new born and one 4 years old and i told the dealer i want a safe SUV and he promised me this one was the safest for my family and he told me and the kids that it was checked at the auction before they got it from the auctioner . mind you im a 24 year old women i have never done this before so i belived him and put my trust in his word . after the cash purchase he told me they will check the car at their dealership to fix anything that could be wrong but will not do it that day because no one is in right now and told me he will call me when they can do it ! . he ignored my calls and i reached out to him for weeks and for weeks i had no title and no plates and no one checked the suv !!!! i then brought it to auto zone and they didnt do a full check but lookewd at the body and said they think its a good car but i didnt get it checked checked because i didnt have the money and the dealership is Legally suppose to check this *** they did not and we brought it to them finally after over a month and they still again decided to not check the *** telling us it is fine and gave me $200 for beak pads and would NOT check the inside of the *** because they did not want to take the time to legally check this *** telling me they know its fine ! . its now been over a month that they finally responded and thats all they did and still at that time no title was recived but i was given my plates . now one week later My children and i were inside of the *** and my fieance ***** ******* was driveing and the motor blew up started smokeing when we were driveing and we almost got into a accident and got into a parking lot just intime before we could have crash or been in a fatal accident that could have killed my babies ! the SUV had to be towed and WE STILL are reaching out to dealership and STILL being ignored and it has been another month i tried calls i tried going down there i tried emails i tried website we have gotten no one to help us no one will address this issue and our calls are forwarded please help us ! we would like a exchange or a refund or for the suv to be fixed ! this was all my money and all our family could depend on .

  Business Response

  Date: 05/10/2023

  ******************************** purchased a vehicle from us on 02/22/2023. He came in with his trade, which was very unsafe and not able to re-sale due to the condition of the trade. His trade was sent to the salvage yard. We gave him more than the value of his vehicle and put that towards the purchase of his 2013 *** Terrain. We offer all our customers extended warranties and ****************** declined the extended warranty.  The accusation of us selling ****************** an illegal car is not accurate. I have uploaded a document showing the proof of registration in his name. If this was true, we would not be able to register the Terrain in his name. The vehicle also passed emissions.  ****************** brought to our attention brakes were needed and we accommodated by giving him the $200.00 he asked to fix his brakes. It is also very misleading to say the motor blew up a week later. We are just hearing about this, and we are now May 10,2023. 

• Initial Complaint

  Date:03/24/2023

  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 took out an auto loan in the amount of $21,855.88 for the 2014 ****** ******** ********** on 01/14/2023. While finalizing the details of the sale (reviewing mileage paperwork, shipping and title information) with Melissa L (then office manager), I noticed the odometer disclosure statement had a mileage discrepancy, and there was an accident report for previous damage to the bike that I was not aware prior to signing the purchase contract. I informed Melissa no longer wanted to pursue the purchase but the cashier's check was sent and cashed by Gary Jackson Motors on 1/24/2023. Melissa indicated via text on January 26, 2023, that she would have the check returned to the bank ******************* once the owner Gary returned from Arizona. I followed up with Melissa on February 2, 2023, and she indicated the owner was delayed and that she would make sure to follow up. On February 9, 2023, the check was not received and Melissa informed me she was no longer working for the company. I contacted Gary on 2/9/23 and he verbally confirmed he would send a check to the bank. *****************************, ********************* representative also spoke with Gary  who once again confirmed he would return the full amount of the check. To date (3/23/23) we have not received the check, we have not received the motorcycle or the title paperwork. The bike is currently for sale on garyjacksonmotors.com for $19215.00. I have made several loan payments and will be forced to get insurance on a vehicle I do not possess. Gary is no longer responding to my calls or to the bank. I have included the purchase contract, cashier's check, Odometer disclosure statement and text messages as proof, please keep in mind some of the conversations were over the phone.

  Business Response

  Date: 04/08/2023

  We apologize for the confusion on the reimbursement. We had not heard form Mr. ******** nor his Financial Institution in over a month. We assumed the check that was mailed was in fact received by his bank. We have placed a stop payment on the check and have mailed another check. Thank you. 

  Customer Answer

  Date: 06/09/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  
  

  I know the above complaint was resolved for failure to respond to the resolution but the case is not resolved.  Gary Jackson indicated he returned the funds but to date the funds have not been received by me or my credit union.  The credit union is taking action against me for default on the loan and would appreciate any assistance you can give.  Please let me know if it would be best to file another claim or if this can be reopened.

   

  Thank you,

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

  Business Response

  Date: 06/21/2023

  Dear BBB,

  BBB spoke directly to the business owner.  He stated they have sent checks to consumer but he hasn't received them.  Would like to wire the money into his bank account to provide the refund.  Gary would like the consumer to contact him regarding the refund.  

  Thank you.