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:07/22/2025

  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.

  I searched online for cars of a particular model with the features I wanted I got a list of results on ********. I found a car listed with the features I wanted and went to the dealership website to confirm details. I contacted a salesman (very helpful young man) and told him of my interest but also told him I had to wait until I received my accident settlement. He had sent me pictures of the car he had taken that didn't show the moonroof so I asked him to verify it had the moonroof and he said yes. We chatted more about the car and how wonderful it was and what it had. 2 weeks later I contacted him to purchase the vehicle. We talked and texted several times about the vehicle and he referred me to financing. Financing worked on the contract but before I could complete it the sales *** had to be gone for a family emergency. As I had no car to get to the dealership (due to an accident totaling my car) they very nicely delivered the car to me. I asked them the evening it was delivered how to turn on the heated seats and access the navigation system and they all tried to help me figure it - they all thought my car had those. The sales manager had another sales *** call me and he verified my car didn't have it and another car they had on the lot that they said had them both didn't have it either. The sales manager offered to exchange the car for one that is older and has those features but I told him I didn't want to exchange it just wanted compensation. He said he would contact the general manager and call me back and has not called me back. The exact model with the features I wanted was at another dealership for 4k more but it was cheaper at LenStoler so I bought it there and 2 of those important features don't exist - navigation and heated seats. I would like 2k refunded for that mis***resentation. ***** **** ******* and *** were great-just want compensated for what isn't there and I want them to fix that on their site so others don't have this problem.

  Business Response

  Date: 07/22/2025

  First, I want to sincerely apologize for the frustration this situation has caused you.  We always strie to provide clear and accurate information, and I understand how disappointing it must be to receive a vehicle that didn't have the heated seats and navigation you were expecting.

  Unfortunately, sometimes third-party websites or vendors we partner with do publish incorrect information.  While we work diligently to monitor and update listings, there are reare occasions when discrepencies occur.  If that happened here, I'm truly sorry.

  That said, we want to make this right.  We're absolutely willing to switch you into another vehicle that better matches what you were looking for.  Our goal is always to ensure that you're happy with your purchase and confident doing business with us.

  Please feel free to reach out to me directly so we can work together on the best next step.  I'm committed to resolving this to your satisfaction. 

  Sincerely,

   

  ******* ******-GM 

   

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23635418
  
  I am rejecting this response because:  I do not want another automobile as I fell in love with the Compass that I received.  I appreciate that as an offer but your sales manager already offered that as a solution -the 2022 Compass Trailhawk.  I don't want a model that is 2  years older.  There was another 2024 on your lot that is the same model as mine and your sales manager had one of  your sales ***resentatives call me and talk to me about that one and he checked it, to see if he could figure out how to use the navigation system on it and the heated seats (as on your site that vehicle is listed as having both of those just like mine was listed) and that model doesn't have those features either.   Prior to purchasing from you, I had found an identical vehicle (same model, same year) at another dealership with heated/ventilated seats and navigation but it was priced ******* higher and I turned them down as I was told the vehicle I wanted at your dealership had heated seats and navigation and was priced lower, I feel its fair to ask for compensation/refund of $2000.00 for not receiving the features I paid for with the car I purchased.  In addition I would like to suggest that you implement a step in your sales procedure where your sales ***resentatives either review the window sticker (I was never given the window sticker nor did I know there was one as it wasn't in the pictures the sales *** sent me) on the vehicle a person is trying to purchase or send them a copy of it and have the purchaser sign off that they have seen it and read it - I think this would help remove the possibility of purchasing a vehicle and finding out it does not have the features you have been told it does have.  I think this will help in the future so others won't have this problem.  I will tell you that everyone I have worked with at your dealership has been great - ***** **** ******* and ***, ***** and ***** - all very nice folks.  I actually checked with friends who live in ** and not far from your dealership to see if you all were a good company to work with and honest folks to work with and they told me you were.  While I do not think you are trying to use deceptive business practices it does seem like the case when vehicles are listed with features they do not have (and not just mine either on your site) and you don't have steps in place to ensure that purchasers are informed of what the actual features are during the purchase process.  Thanks for responding so quickly to my complaint and I look forward to your ***ly to this followup.
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 07/22/2025

  Thank you for your response.  I'm truly sorry to hear that you're not satisfied with the solution I proposed but I always believe in being upfront about what I can do-not what I can't.

  At this point the best course of action I can offer is to help switch into different vehicle that has specific features you were expecting.  We'll do everything we can to find something that fits your needs.

  WE appreciate your business and the trust you've placed in us.  If you'd like to explore options for switching into a different vehicle, I'm here to help. 

  Customer Answer

  Date: 07/23/2025

   
  Complaint: 23635418
  
  I am rejecting this response because:  As I stated on the phone to the business and in my reply to them through BBB, I am not interested in switching vehicles and they do not have a vehicle identical to this one, or the model that has the features I paid for originally.  I do not want to switch vehicles as I really like the one I got.  I searched for vehicles with specific features as I suspect this will be the last car I buy (due to my age) and wanted to get those features I have had before and liked (heated seats) and need (navigation).   I think the compensation I requested is fair in this situation.  I think that the 3rd party they pay to list their vehicles is their responsibility to monitor and ensure details are correct and this business does not do that as they have other vehicles listed on their website with features that are not actually available on the vehicles they sell.  I am disappointed and feel this is a deceptive sales practice on their part.  If they are unwilling to compensate me as I requested then I don't wish to further discuss it with them as it is frustrating and has already taken too much time with unreturned phone calls, texts etc.  I would like to leave this complaint on their BBB record so others who might be considering visiting this dealership to purchase a car will know the situation with regard to features they list and say are on their vehicles.   Not once has the dealership addressed the situation with misinformation on their site except to say its rare and it doesn't appear to be rare at all if just one person knows of 2 vehicles listed incorrectly and that's after only checking 2 of them from the site.  I don't want anyone else to go through this as its very disappointing and stressful.
  
  Sincerely,
  
  ******** *******

  Customer Answer

  Date: 07/23/2025

  Hi i see you closed my complaint as you said the business offered me a solution - their solution is not viable as they have no car to switch me too of the model I got and wanted with the features I paid for so its not viable.  That said your last message says if I wish to pursue this further you will reopen it and I can contact the attorney general's office about it and to reply to the message to you folks so you know.  I could not figure out how to reply to it in the system so doing it this way.  I think I am going to proceed with the attorney general and see if I can get this remedied so no one else goes through the same thing I have gone through.  Thanks for your help with this.
  

• Initial Complaint

  Date:06/23/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 18, 2025, we, **************************************, purchased a 2022 Jeep Compass from *** Stoler CDJR. The salesperson was ******* *****. The price of the vehicle was $18,750.00. The added fees included a Dealer Processing Charge of $799.00, Title Fee of $67.00, Lien Fee of $20.00, Registration fee of $50.00, Electronic Filing fee of $20.00 and a License fee of $135.00, for a grand total of $21,013.94. We paid a check for $21,013.94 to *** Stoler at that time. We have a receipt for that amount and the name on the receipt is **** Peeling. At the time of purchase, we received a temporary tag with the expiration date of 3/19/2025. As that March 19th date passed, my husband tried to call & ask why we have not yet received our regular plate. After being forwarded to several people someone mentioned a problem with the lien and they'd email a new temporary tag. We received that, new expiration date of April 18, 2025. As the April 18 date came & went, my husband tried to call again and received the "run around" again. Someone did agree to look into it and send us another temp tag, which they did with a new expiration date of June 23, 2025. So, this past Monday, June 16, my husband called again and left a message. By Tuesday, when he did not receive a call back, he called again and spoke to a person ( I believe it was the manager), he snapped at my husband, mentioned about emailing another temp tag and hung up on my husband. Well, here it is Friday, the temp tag we have expires on Monday and they did NOT email us a newer one. The point really is we would like our title and a real plate. We'd like the problem solved and to not have to deal with them anymore. We really don't know what to do or who to speak to about this problem. Is there any way that you can help us? Please contact my husband - ***** ****** at ************* or myself - *** ****** at ************. You can also send an email to ******************************* you for whatever advice and help you can give us.

  Business Response

  Date: 06/25/2025

  There were issues with two lien companies on the title we were not aware of at the time of sale. Both have been resolved and a tag was able to be overnighted.

  Customer Answer

  Date: 07/04/2025

  I do want to thank you for your assistance. The problem was mostly resolved quite quickly. We did receive a phone call from the General Manager, both my husband & I tried to return the call & got his voice mail. I was able to reach him on a second phone call. We did receive a permanent license plate within a day of the phone call that a plate had been overnighted. We are still waiting on the title to the car, which we will hopefully soon receive. After that, we will be completely satisfied.

  Thank you again for your assistance.

  ***** & *** ******

  Customer Answer

  Date: 07/04/2025

  I do want to let you know that we have received the title to the car. I am away on vacation & I forgot that my husband did send me a picture of the envelope from *******. So, as far as we are concerned, we are glad to be done with Len ********************* They still won't get good reviews from us for this error & the way they were rude to my husband every time he called to try to get answers. 

  Again, we do thank the Better Business Bureau for your assistance in helping us to resolve this issue.

  ***** & *** ******

• Initial Complaint

  Date:02/03/2025

  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 brought a 2023 ***** Silverdo from this dealership. This dealership falsely advertised this truck. It listed options that weren't included on this truck. The two that was listed but not included was a sunroof/moonroof. When I asked them about the sunroof, they said CarGurus listed it wrong (before they run the ad the dealership reviews the advertisement). I did like the truck, so I agreed to purchase it. Once it was delivered to my home, I realized it didn't have leather seats.I called them and told them about my displeasure with the truck plus it was on empty. They said they would pay half for leather, and I didn't think that was fair so I wouldn't sign their closing documents unless they fully paid for the leather seats. They sent me a check for the seat, and they sent me an incomplete title for the truck, and I sent the title back because there was nothing I could do with that title.

  Business Response

  Date: 02/03/2025

  Dear BBB Representative, we appreciate the opportunity to respond to Ms. ***** complaint regarding her purchase of a ***** Silverado from our Dealership.  Ms. ***** was unable to visit our Delership in person, so she sent a family member to inspect the truck on their behalf.  Our team provided full access to the vehicle, allowing their representative to review its features, conditions, and specifications before reporting back. At no point was the truck misrepresented, and we acted in good faith throughout the process.  To address the customer's concern about the absence of leather seats, we offered to cover half the cost of leather installation.  However, despite out willingness to assist the customer did not return the necessary paperwork required to complete the transaction.  We remain open to resolving this matter should the customer choose to provide the required documents.  Please let us know if further clarification is needed.  Best Regards, 

  Business Response

  Date: 02/04/2025

  Dear BBB Representative, we appreciate the opportunity to respond to Ms. ***** complaint regarding her purchase of a ***** Silverado from our Dealership.  Ms. ***** was unable to visit our Delership in person, so she sent a family member to inspect the truck on their behalf.  Our team provided full access to the vehicle, allowing their representative to review its features, conditions, and specifications before reporting back. At no point was the truck misrepresented, and we acted in good faith throughout the process.  To address the customer's concern about the absence of leather seats, we offered to cover half the cost of leather installation.  However, despite out willingness to assist the customer did not return the necessary paperwork required to complete the transaction.  We remain open to resolving this matter should the customer choose to provide the required documents.  Please let us know if further clarification is needed.  Best Regards, 

  Customer Answer

  Date: 02/05/2025

  Hi Mrs. ************** relative only came to test drive the truck, and he gave me the thumbs up on the mechanics. I have text messages from their salesman that apologized for the option of the sunroof/moonroof not being installed, but I was insured that all of the options were "honestly" included. After the truck was delivered to my home is when I found out leather wasn't included.  ***** ****** also told me he would pay my Alabama taxes, but he failed to do so. I have uploaded a highlighted copy of the sales receipt showing that I was charged Alabama taxes, and he refused to send them a check. So yesterday when I went to pick up my tag I had to pay taxes again for taxes and title after he included the fees in the sales agreement.

  I really want my money back, because the general manager is a liar, and he has violated many of the the bylaws that are supposed to protect the consumer when purchasing a vehicle. He falsely advertised the truck, and the options is the main reason I decided to purchase the truck. 

   

   

   

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22883812
  
  I am rejecting this response because: 

  My relative only came to test drive the truck, and he gave me the thumbs up on the mechanics. I have text messages from their salesman that apologized for the option of the sunroof/moonroof not being installed, but I was insured that all of the options were "honestly" included. After the truck was delivered to my home is when I found out leather wasn't included.  ***** ****** also told me he would pay my Alabama taxes, but he failed to do so. I have uploaded a highlighted copy of the sales receipt showing that I was charged Alabama taxes, and he refused to send them a check. So yesterday when I went to pick up my tag I had to pay taxes again for taxes and title after he included the fees in the sales agreement.

  I really want my money back, because the general manager is a liar, and he has violated many of the the bylaws that are supposed to protect the consumer when purchasing a vehicle. He falsely advertised the truck, and the options is the mai

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

  Business Response

  Date: 02/11/2025

  We appreciate the opportunity to address this matter.  We have been in direct communication with the customer and have reached a mutual agreement regarding their concerns.  As part of the resolution, we will be mailing a check to the customer for the agreed-upon amount.   Please let us know if any further action is required on our end to close this complaint. 

   

  $1,550.00 is the only amount that I'm willing to settle on.  Bottom Line.
  Katzkin -Retail
  
  Your Card Sale is complete! Below is your receipt with all relevant transaction information.
  Transaction Receipt
  
  Dec 26, 2024
  3:34:02 PM PST
  $2,309.76
  Type Card Sale
  Transaction ID ***********
  Auth Code 637591
  Order ID ******************
  Billing Details
  ******* C *****

  Customer Answer

  Date: 02/11/2025

  Yes ma'am I did agree to that, but I will need the check by February 21, 2025 to drop my complaint. 

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22883812
  
  I am rejecting this response because:  

  Good Morning,
  I haven't received my settlement check yet and If I don't receive it by Friday February 21st, then I want to continue with BBB to help resolve this situation. 
                   Sincerely,
                   ******* C Fitts 
  

  Business Response

  Date: 02/19/2025

  Thank you for reaching out.  I wanted to let you know that the check has been processed and is already in the mail.  You should receive it within the next few days. We Sincerely apologize for any inconvenience this may have caused and appreciate your patience.  We truly value you as our customer.  Please let us know once you receive the check and feel to reach out if you have any further questions. 

  Customer Answer

  Date: 02/20/2025

  I received the check yesterday. 

  Customer Answer

  Date: 02/21/2025

  Thanks so much for your help. If you would forward my complaint to the agency that we talked about that would be great.  I don't want anyone else to deal with the foolishness that I had to endure. 

             Sincerely,

           ******* C Fitts 

  Customer Answer

  Date: 02/21/2025

  Thank you ?? 

• Initial Complaint

  Date:11/12/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  10/25/2024 bought a new car at the dealership. The dealership has not paid off the other car. Started the processing on 10/31/2024. Spoke with *** this morning and they have not received payment. My credit score has dropped / past due car payment for the month of October. Run around about a check "in the mail".

  Business Response

  Date: 11/13/2024

  Mr. ******* purchased a 2019 Jeep Grand Cherokee from us, *** Stoler CDJR, on 10/25/24, and traded in his 2022 ******* Tucson, which had an outstanding payoff with ********. At the time of delivery, we facilitated financing through *************** of MD *** for Mr. ********* new 2019 Jeep. Included in the purchase transaction, as is dealership practice, was a 30-day payoff quote for the 2022 ******* (signed payoff quotes attached for reference). I explained at the time that this is calculated and collected to avoid any underpayment due to accrued interest while waiting on loan funding or unforeseen mail delays, and any overpayment we submit to the lienholder would then be forwarded to the customer by ***. Once the paperwork was completed, loan documents for the 2019 **** were submitted to the credit union, *************** of MD ***, for funding. The loan funded on 10/28/24, and the check to ******** for Mr. ********* payoff was issued 11/5/24 (check is also attached for reference), and mailed via **** According to *** tracking, the check was received by *** on 11/8/24.

• Initial Complaint

  Date:05/07/2024

  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 purchased a truck from *** stoler out of state sight unseen. I bought the truck based on the condition explained by the representatives and the pictures of the vehicle as I was not able to see it in person before purchase. The listing to the vehicle had the truck displayed with a larger and completely different set of rims and tires on the vehicle. I was under the impression I would receive the truck with the rims displayed on the truck in the ad as well as a large mud tire. I was not informed that any changes had been made to the vehicle and was under the impression what I purchased was what I saw. The pictures of the vehicle falsely represented its appearance, as I received it with a completely different wheel. The size and quality of the current set of tires on the vehicle are not comparable to what was originally displayed in the pictures. I have a rocky ridge edition truck and was reminded of it as a selling point yet I cannot even display the rocky ridge center caps because the rims on my vehicle will not accommodate it. In conclusion, I am not asking for anything I did not already pay for and or was led to believe I was receiving. I want my truck to look like the images as it was displayed and not how I received it. My TPMS sensors were also not installed and or programmed when the wheels were replaced. As a result, the tire pressure cannot be read and or alerts received upon an issue with pressure. I have a warning message and icon displayed at all times in the vehicle. This feature on the truck does not function courtesy of the wheel replacement.

  Customer Answer

  Date: 05/07/2024

  I would like to add to my complaint that I did speak with the used car manager last week which was the one and only response I have been able to receive regarding my complaint. He stated the reason they replaced the rims and tires was that they would not pass inspection due to the size. I find this to be a false explanation. I have many reason to back my claim but for starters the dealership has vehicles for sale currently on the lot with much larger rims and tires than was provided on my vehicle. The manager also insinuated that shipping me the wheels would be rather expensive and my responsibility to cover and or pick up in person. I have yet to receive any more responses and my emails seem to go unanswered. I am adding this as I do not wish to entertain having to pay out of pocket for wheels that were on the vehicle Ive already purchased and will not accept reasoning as to why they were changed but rather the solution to the problem. I feel the reasoning behind the wheel change is irrelevant as the vehicle was displayed in a certain manner and that is what I purchased.

  Business Response

  Date: 05/22/2024

  Hello,

  This complaint has been resolved with the customer. I have verified that and attached his email confirmation. Thank you.

• Initial Complaint

  Date:03/25/2024

  Type:Customer Service 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 March 19th, at 7 PM I called *** Stoler ******** Dodge Jeep RAM of westminister to inquire about a vehicle that I seen on their website. Listing stated price at $42,665 Spoke with employee by the name of ***** I asked him if the price was correct.And he stated It is correct.I asked him to double check I gave him the stock number of Vehicle , and he looked it up Assured me that it is correct. I then proceeded to continue to move forward with purchase process . Asked him when could I come in and purchase vehicle.He then stated that the dealership was getting ready to close soon. I asked for the total out the door on the road price to be sent over to me. Then by surprise I got a text message saying that the number online on their website is incorrect That there must have been a glitch in the system The manager sends me a total price of $54,719 much higher then price advertised Made very little accommodation to make the correct adjustment on price. Have screenshots of price that was listed and dealership was not willing to honor it even after admitting false advertisement. I have the voicemail and text messages from employees as well As internet sales. Manager Do not recommend doing business with the Dealership as they are not willing To make this correct at this time

  Business Response

  Date: 04/17/2024

   On March 19^th we discovered a very temporary glitch ( less than a few hours) in our system resulting in doubling of the factory rebates on a few new vehicles. Our customer first saw the price in error and called and spoke to a salesperson. When our manager sent an accurate price quote he noticed the online error and immediately corrected it. We spoke to the customer after he filed this complaint and explained the situation and he purchased our truck the next day. Thank you.

• Initial Complaint

  Date:08/18/2023

  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.

  *** Stoler ***** knowingly sold me a 2019 dodge ram 2500 with an engine that was knocking labeled as a certified pre owned. They had it running and warmed up when I went to look at it.Hence why I didnt hear the knock. The next day leaving for work on a cold start the engine was knocking LOUD. To make it even worse thats when I realized the truck was two different colors. The cab was dark green and the bed was black. I didnt see it when I bought it because it was dark. Someone also took a buffer down the side of the truck and there are swirls and burn marks in the paint. When I dropped the truck off at service I went to sales and asked the used car manager **** if they would take it back and sell me something else. He reminded me that I signed a contract to buy it and I was stuck with it. Well they drug their feet around it in service for 3 almost 4 months replacing the engine. When the truck was turned back over to me, it left me stranded on the side of the road next day. Coolant hose must have not been put back on properly and came back off and the engine was overheating. When they called their tow truck driver, he ripped the front valance, front tag mount off loading it onto the rollback, also just drug the truck onto the rollback in park. Damaging who knows what. I have it all on video.Basically I have been paying for a truck for 4 months I havnt used and no one at *** ********************** wants to make it right. Even after multiple calls on an executive level to ***** Stolers security ***** ********. I will be contacting my Attorney, social media, and also probably start picketing outside len **********************.

• Initial Complaint

  Date:10/10/2022

  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.

  I located a jeep online to buy and submitted to request to purchase with cash. I drive by to verify I liked it and sticker price matched what was online. When I tried to buy they said they couldn't honor the price and tried to say it was $30K more. Both online price and sticker prices were approx 55 but they said it was $86k.

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 5, 2022/10/12) */
  This Jeep Gladiator had just arrived on our lot after having an extensive upfit installed. We were literally in the process of updating our pricing when the complainant inquired about the vehicle. This process usually takes about 24 to 48 hours. She was told right away there were upfit cost associated with this vehicle. I have included a photo of the Jeep, which clearly shows that it has been upfitted. Also included are the updated pricing which now shows on the vehicle and online. If the complainant would like a Jeep Gladiator without the upfit cost I would be happy to work with her to find her one . If she wants the Jeep with the upfit it is reasonable and fair she pay the cost for it. I would also like to note that once she made personal contact with our dealership in no way was she mislead concerning the pricing of this vehicle.
  
  
  Consumer Response /* (3000, 7, 2022/10/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This jeep was not only listed at $55K online but was also listed at $55K on the dealer lot, as can be seen by my original pictures. Also the uplifted jeep is what is in the pictures listed for $55K. Why would a dealer put a jeep on their lot without the correct pricing. It doesn't take 24-48 hours to update a sticker on your lot. If you list something online and on your lot for the same price, then that is the price you need to sell it. If not that is false advertising or the old bait and switch, which I'm pretty sure is illegal.
  
  
  Business Response /* (4000, 9, 2022/10/20) */
  The complainants claim of "bait and switch" is patently false as no attempt was ever made to bait or switch her to anything. Our websites disclaimer reads, "while great effort is made to ensure the accuracy of the information on this site, errors do occur so please verify information with a customer service rep. This is easily done by calling us at XXX-XXX-XXXX or by visiting the dealership." The complaintant both called and visited the dealership and on both occasions was given the correct price for the vehicle.
  
  
  Consumer Response /* (4200, 11, 2022/10/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Your price on the physical lot was also incorrect and there was no disclaimer. I have pictures and so does BBB. You are now trying to charge more than the sticker price that was on your dealer lot. So forget about the misleading online price. You are not honoring the price on the dealer lot.

• Initial Complaint

  Date:08/09/2022

  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 took my truck in for service on July 27th 22. I had an issue with an ABS HCU control light was on in my dash. They came back and they did a diagnostics and told me that they confirmed the customers concern diagnostic showed DTC. CXXXX-XX to HCU was okay. The failure internal within an ABS HCU module and pump was that failure. So I have no ABS brake system. They're telling me the truck is safe to drive. I asked them about the parts. They're telling me that I can't get nothing until 2023. To me. This is a safety hazard issue. It needs to be addressed as soon as possible because if I get into an accident and I fail to be able to stop without sliding all over the road and hit someone or God forbid, kill someone or myself there will be actions to be answered. This needs to be addressed as soon as possible. I feel as though this should be covered underneath of the safety system for the brake issues. I need to be able to drive truck. It is a necessity.

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 5, 2022/08/10) */
  We apologize for the inconvenience this has caused you. It is unfortunate that the part needed to repair your vehicle is affected by an extreme back order situation. We attempted to source an aftermarket part with no luck. As of 8/10/2022 the part in question still has an expected ship date of 1/5/2023. This vehicle does not have any open, nor applicable recalls. The warranty that would have covered this concern expired 5/31/2017. We clearly explained to the customer, parts were not available and while the brakes function properly, the safety feature of ABS is currently NOT available. This situation is out of our control as the Automotive manufacturer is responsible for the warranty and parts are supplied through the manufacturer through various vendors. We are always here to help, unfortunately this matter is completely out of our control. The owner may want to reach out directly to the manufacturer to see if there is any assistance they may offered under the circumstances. Any circumstances that may arise by the customer's continued operation of the vehicle with a known safety system malfunction, would be at the sole discretion of the owner of the vehicle.