Complaints

This profile includes complaints for Keffer Chrysler Jeep Dodge Ram's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Keffer Chrysler Jeep Dodge Ram

  8214 E Independence Blvd Charlotte, NC 28227-7777

  
• 

  Keffer Chrysler Jeep Dodge Ram

  8110 E Independence Blvd Charlotte, NC 28227-7775

  

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:05/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/21/25, I took my vehicle in after it started overheating and leaking coolant. A few days later, they did the diagnostics and told me to that Id need to replace my right head gasket and that the right wasnt need because it looked great, per their service advisor. I went ahead with the fix and upon installing it, they noticed that the rocker and lifter assemblies damaged the camshaft and that theyd also need to be replaced. The part was on back order so it took a while to get it and replace it. Finally, on 3/31/25, I was contacted by the advisor that my vehicle has been fixed and ready to go. I went in, paid for the repairs which was a total of $1,843.87. After, I took it home and parked it. I work from home, so hardly drive my car and when I did on 4/3/25, the check engine light came on. Mind you, from the time it was in to the dealership, to when I got it home and drove it again and the check engine light came back on, it was 26 miles apart. I messaged the advisor with a picture to let him know that the check engine line came back on and he told me to drive it for a week and bring it back in if the light doesnt go away. I took his word for it since hes the advisor and the expert regarding this matter. On 4/4, I had a trip across the country to ******* and *********. On my way there, it started to overheat. I checked the coolant levels and noticed that they were low. I topped it off with coolant and noticed that the temperature became normal so I kept going. Throughout this whole trip, the light never went away. Since I had to go back to *********, I had my brother drop off the car at ******************* in *********. Where they did another diagnostic on it and determined that the engine needed to be replaced. Because of the advisors negligent advice at Keffer, the existing issues were exacerbated and could have been avoided had he told me to bring the car in at the time of my text. Would like for them to assume responsibility and be responsible for repairs.

  

  Business Response

  Date: 05/24/2025

  We have been in communication with ****.  His vehicle is out of warranty.  We did goodwill work for him.  He declined work on the vehicle that led to a engine failure.  His vehicle is not eligible for a warranty engine replacement.

  Customer Answer

  Date: 05/24/2025

   
  I am rejecting this response because:
  
  Per the text provided by Keffer, they stated that the Left side is lookin great so dont see any issues there which is ultimately why I decided NOT to replace the left head gasket. If it looks great per the Service Advisor, why would I replace the head gasket?

  Ultimately, if Keffer was so adamant that I should replace both head gaskets, why was that never mentioned or explained from a mechanic/functionality standpoint? The only reason I ever got from *****, the Service Advisor, was to replace it because itd be cheaper now since the engine was already taken apart. No other reasons beyond that.

  If by not replacing it, if Keffer was so aware of what could happen down the road, in this case 26 miles later; why did *****, the Service Advisor, advice me to drive the vehicle for a week with the check engine light on? Considering that the right head gasket was just replaced, Keffer cleared the codes, and then the check engine light came back on, why was I advised to continue to drive the vehicle especially considering that ***** knew I had a roadtrip to *******? That was complete negligence by the Service Advisor.

  We as customers pay a premium to take our vehicles to **** dealerships for their expertise and experience. In my case, I was provided negligent advice which resulted in detrimental health to my vehicle and to me financially. Ive already paid $5,000 to ***** Brother of ********* already with another $2,500 or so due once the work is complete.

  

  Business Response

  Date: 06/02/2025

  The work was recommended to Mr. *********** He opted not to complete the work.  The issue was not 26 miles away.  The engine ultimately had problems in *****  There is no way to determine what ultimately lead to the engine failure.

  We are not willing to take responsibility for recommended work that the customer chose not to have completed.

  Respectfully,

  **** ******

   

  Customer Answer

  Date: 06/02/2025

   
  I am rejecting this response because:
  
  That is completely incorrect, Mr. ******* The check engine light turned on 26 miles from when I initially dropped off the vehicle at your dealership to when I sent ***** ********** a picture after picking it up. It was actually less than 26 miles since I presume that you guys test drove the vehicle. This means, that there was an existing issue that was not addressed and because of the negligent advice by your Service Advisor, it exacerbated the issue. After speaking to the dealership that is currently fixing my Jeep, they said that theres no way that they would have ever given that advice after a head gasket replacement and would have had me bring the car in. Even a customer service representative at ********** said the same thing and that another diagnostics should have been done.

  If you chose to not assist in any capacity, that is completely your choice, Mr. ******* However, I will pursue Small Claims court which isnt an issue for me at all. On top of that, I will continue to post what has occurred to me at your dealership across all forms of social media, reviews, and any other avenues. Its quite shady when a business blocks a customer for posting their story on their social media, if anything, it shows guilt. I will also choose to keep this BBB case up against Keffer Dodge Chrysler Jeep Ram as long as possible.
  

  Kindly let me know if youd like to settle this outside of a court or if I should pursue Small Claims.

  Ive attached the screenshot that proves that the check engine light turned on when it did and your advisor told me to drive the car for a week. Ive also attached screenshots of the charges to replace my engine at ***** Brother of **********

  Kind regards,
  **** ****

  

  Business Response

  Date: 06/07/2025

  On 2/21/25 Mr. **** brought his 2020 Grand Cherokee (miles ******) in for service at our dealership with the check engine light on and the engine overheating. After performing diagnostics on the vehicle our technician found the right head gasket was leaking. On 2/24/25 an estimate was sent over to Mr. **** to replace both head gaskets due to factory warranty being expired. Mr. **** called Jeep customer care and requested assistance on this repair. **** approved goodwill assistance for the right head gasket only since the left had not failed at that time. Mr. **** was given the option to pay for the left head gasket to be replaced at a significantly reduced price since some of the labor would overlap while replacing the right head gasket and he declined replacement. Mr. **** picked up his vehicle on 03/31/2025 and contacted our dealership on 4/03/25 stating he had a couple lights on his dash including the auto start light. He did not indicate any rough running or overheating problems that would indicate a head gasket problem. He was advised to drive the vehicle for a week because low voltage can cause the auto start and check engine light to come on and with the vehicle sitting while being repaired it is not uncommon for a battery to become discharged and just need to be charged back up with regular driving. Mr. **** contacted our dealership on 4/04/25 while on his way to ******* and report a cover missing on the back of his steering wheel and did not report any drivability issues or overheating of his vehicle. Mr. **** contacted our dealership on 4/08/25 to inform us that his vehicle broke down and the dealership advised him the left side head gasket failed. We spoke to the other dealer which confirmed the left head gasket failed and also provided the current mileage (******). We made the correct recommendation to replace both head gaskets which Mr. **** declined and there was no way for us to know that the left side would fail over ***** miles later.

  Customer Answer

  Date: 06/09/2025

   
  I am rejecting this response because:
  
  The overall timeline is correct for the most part, but there are some inconsistencies.
  

  Like you just mentioned in the timeline, the only benefit that was presented to me to replace the left head gasket was solely driven by the cost. What could occur down the road by not replacing it was never presented to me. Based on Jeeps assessment and them only willing to provide assistance on the right head gasket says everything that we need to know and thats that you guys decided that there was only ONE bad head gasket. If there was something wrong with the left head gasket based on your diagnostics, wouldnt they have provided assistance for both then? Lets also not forget that Chris ********** said that the left head gasket looks great.
  

  Like Mr. ******* said during previous calls and Mr. ****** said in previous communication here, the facts are the facts. The fact here is that ***** made his decision to advise me to drive the vehicle solely on speculation and NOT facts. And thats a fact. He speculated that it was related to a drained battery but that clearly wasnt the case. Because your car isnt overheating at the time of the check engine going off, or running rough, that doesnt mean that there arent any ongoing issues. Theyre not mutually inclusive. The fact is that is that there was an existing issue that wasnt addressed and was exacerbated.
  

  The car never broke down, it was drivable and the vehicle was dropped off at the dealership because the car began to overheat along the way because it had low coolant and the check engine light never went away. Thats where they then said that the engine would need to be replaced.

  The fact is that ***** is supposed to be the expert, made a bad judgement call, and provided negligent advice which ultimately resulted in the outcome that we have today.

  Please let me know if youd like to settle this outside of a court or if I should just go ahead and submit Small Claims Court case.

  

  Business Response

  Date: 06/16/2025

  We have spoken at length and reviewed your case multiple times. When diagnostics were completed and our team identified that the right head gasket failed we recommended replacing both head gaskets. After ********** agreed to pay for the right head gasket that failed the option was presented to you to pay the difference to replace the left gasket that had not failed which you declined. After a customer declines the recommendation, we are not responsible for the failure of the item or any consequential damage.  

  Customer Answer

  Date: 06/16/2025

   
  I am rejecting this response because:
  
  Per ***** Brothers, the issue was a scored cylinder, not a blown head gasket. Truthfully, Im not a mechanic so unsure if theyre related and/or if one led to another issue. Regardless, the fact is that ***** advised me to drive the vehicle for a week solely on speculation and exacerbated an existing issue that wasnt addressed.

  If Stelantis only chose to assist with one head gasket, that means that you guys at Keffer didnt deemed the left one as bad like you did for the right. If there was nothing bad with it at the time, looks great per *****, this isnt even debatable or up for question.

  The only fact here is that ***** gave negligent advice solely on speculation when I had a check engine light turn on 26 miles after replacing a head gasket. That to me warrants some sort of responsibility on the dealership and I feel would hold in court. You and I had no idea what the issue was and I was told to drive.

  I promise you that if I felt that I was at fault, I wouldnt be going through all of these hoops and hurdles let alone when I have a wedding in a couple months.

  You guys did wrong by me and I hope to have this resolved. If theres no solving this outside of a court, please let me know so I can do what I need to do.

  
  

• Initial Complaint

  Date:03/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 02/13/2025, I took my RAM 1500 through a car wash, which resulted in the Star Connector being damaged by water intrusion, causing electrical damaged, and my trucks carpet being soaked, which now needs to be fully ***laced due to mold and mildew damaged. When I took my truck to dealer on 02/13/2025, I ask the service advisor if water leaking from the third brake would be cover under warranty, which the advisor said no. In that case, I started the process of submitting a claim with my insurance company, and they said that's something that could be cover pending a final inspection, but after inspecting it, they said they are in the process of denying my claim since advisor said leak was due to faulty seals. The service advisor also told the insurance *** the third brake light would be ***lace under warranty. I was really upset at the dealer because I had asked them before if there was warranty for the leak and they said no. The truck leaks, according to dealer, were coming from the third brake light, back window and exhausters vents. I asked the advisor in person if the back-glass leak would also be cover under warranty, but he said no, only the third brake light ***lacement would be cover, but that the warranty would not cover the rest of the damaged to my truck, as described above.Mind you, my car has been in the dealership close to a month, without ***airs done, and after doing more research on my truck, I found out that RAM had also extended the warranty for the back glass/window, and they never said anything. Why would they hide that from me, I suspect they were waiting to see if insurance would pay. I asked to speak to a service manager on 03/10/25, who later said they would ***lace the third brake light, seal the back glass, and ***lace the carpet due to the warranty extension, but that he could not guarantee they could ***lace the star connector and wiring harness to the start connector. I am seeking a full ***air/***lacement all of damages.

  

  Business Response

  Date: 03/23/2025

  We are currently working to resolve the issue with Mr. *********** We will provide additional information as soon as we have a resolution.

  Customer Answer

  Date: 03/24/2025

   
  I am rejecting this response because:
  The dealership worked with ***/RAM to fix most of the issues with the car under warranty.  So the car is operational now and I have taken possession of it. 

   From reading online about water leaks to the electrical systems, issues later arise as a result of that, so I am concerned for the overall health of my truck electrical system down the line. I would ask the dealer to work with ***/*** to extend a warranty for my car to help me with any issues that may result in the future as a result of the water damaged. At this point, this would be considered a preexisting condition, so no car warranty is going to give me coverage. So I *** to compensate me for the damage cause in the form of an extended warranty for my truck. 

  

  Business Response

  Date: 03/26/2025

  The dealership worked with **********/RAM to fix the 3rd brake light, reseal the backlite, replace the star connector, repair the wiring, and replace the molded rear carpet under warranty.  After repairs were complete a thorough check was performed to ensure no further issues were present, and the customer has taken possession of the truck. Our dealership can only assist with repairing the vehicle and does not have the authority to extend the manufacturer's warranty. We encourage the customer to contact ********** customer care at ************ to request any additional warranty coverage or consideration.
  
  

  Customer Answer

  Date: 03/26/2025

   
  I am rejecting this response because:
  

  I understand that the dealership does not have the authority to extend the warranty. I am asking for them to work with Stellantis/RAM and relay my request to them. I understand they worked with their local **********/RAM *** to have them approved the ***airs. I am asking if they can do the same and relayed my request to them or for them to put me in direct contact with their local Stellantis/RAM *** because I will not go anywhere if I call the customer service number. They won't understand what is going on and also don't have the authority to extend a warranty for me..

   

  I suspect my truck value will take a negative hit as a result of this incident, so at least I want to be protected with a warranty, as I have no choice but to keep the car now since now this js a water damaged car and won't be able to sell it for what it was worth before. 

• Initial Complaint

  Date:10/28/2024

  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 purchased a 2024 Dodge Durango from this dealership on 6/14/2024. The dealership charged for additional addons or options totaling $1896. These options included 1st place finish car care package, nitrogen tire package, LoJack theft protection, and 3M window tint with lifetime warranty. I informed the dealer that I did not want or need any of these options. I was informed that these options were not optional and I must purchase them. The dealership informed me it would cost more to remove these products. Upon arriving at the dealership I informed the salesman and the sales manager that there does not appear to have tint on the driver and passenger front door windows. Both salesmen and sales manager assured me there was tint on those windows. This past weekend I had tint professionally installed on those windows and the installer told me he didnt believe there was tint on those windows. The installer preformed a test with a large razor and stated in fact there was definitely not any tint installed on those windows by the dealership. I have a video and pictures as proof. This is highly unacceptable and illegal to fraudulently claim a service was preform charge someone for it. Its theft of services and should also be morally unacceptable as well. This questions if the other options were preformed correctly or ever actually installed. It shouldnt be legal for a dealer to force options on a customer. The dealership is at fault for not properly providing these options. Either they neglected to properly install some or all options. If they are having these option preformed by a contractor then they need to seek financial retribution from the contractor. I would like the dealer to full refund for all the mandatory options since the dealer neglected to preform one of the options there is no way to provide proof that a 1st place car car package, nitrogen filled tires. The only option that would be easy to provide proof would be LoJack. Extremely disappointed

  

  Business Response

  Date: 11/27/2024

  This vehicle had the equipment installed as paid for.  The customer used his email ************** to create his 12 month account.  I am masking the email for privacy reasons.  The back windows are tinted from the factory.  We cannot install darker than legal tint.  The front driver/passenger tint was installed as was the Nitrogen in the tires.  We will not be issuing a refund.

  Customer Answer

  Date: 12/23/2024

   
  I am rejecting this response because:

   

  I am rejecting this response because:
  The dealer is attempting to deflect from complaint. Im not sure what the 12 months is even in regards to. The dealer has been made aware of this concern prior to contacting better business. The vehicle was purchased less than 6 months ago. The issue isnt regarding the factory installed tint on the rear doors or windows. The issue is that the dealer did not preform the service of installing tint on the front driver and passenger windows. The video shows a razor run along to window if there was tint it wouldnt be able to do so. The dealer charged for items or services not provided.

   

  Sent from my iPhone

  
  
  

   

  
  

• Initial Complaint

  Date:08/15/2024

  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.

  A little over a year ago I purchased a car from the dealership Keffer Chrysler Dodge Jeep RAM. I was not aware of this issue until just recently which is why I have not submitted a complaint until now. I use mobile to pay my bills on my vehicle. I just happened to look on my statements to see that my mother who was supposed to be the co-borrower is actually the primary on my loan. They did not tell us this when we were signing the paperwork and my mother and I were not made aware of it until we looked at the documents way after. This made me want to look more into my loan and why it was so much money anyways. It feels like it was more than I remember it being when I signed the paperwork for it. I ended up calling the dealerships finance department to see what the issue was and to see if they added any warranties that I could cancel, they told me no they didnt, but all of their cars come with a system called LoJack. Which is a security system. This was installed and tacked on to my loan without me being aware that they even add on this system to the cost of the vehicle. The listing price was waaaaayyy off of what the car ended up being priced for me for, and I really feel taken advantage of by this dealership. This was my first car purchase as well, and it was a really crappy one at that. I feel scammed.

  

  Business Response

  Date: 08/16/2024

  Good afternoon, 

  I've attached the vehicle purchase agreement and invoice for the 2019 Chevrolet ******************************** and ************************* purchased on 06/18/23. The reason ***** is first on the loan was to achieve a lower APR for the customer. As you can see on the vehicle purchase agreement and invoice for the 2019 Chevrolet Camaro, the customer purchased GAP.

  Customer Answer

  Date: 08/16/2024

   
  I am rejecting this response because:
  
  We were not told verbally that this was occurring. I was under the understanding that I would be the primary owner. My mother is unhappy with this as well. Plus I was not explained the charge for LoJack and I would really like it removed from my vehicle and refunded. The finance people nor my sales representative let me know that this was a charge and I am not happy with that. I feel they rushed us through the whole process to cover how much the actual loan was. I feel like they masked the purchase price by getting me the payments I wanted and ******* me past the sales price and agreement. 

  

  Business Response

  Date: 08/28/2024

  Thank you for your response to the BBB complaint. I appreciate the opportunity to address the concerns raised.

  
  Regarding the issue of buyer and co-buyer identification, I have reviewed the documentation related to the vehicle purchase. It is evident from the signed documents that both the buyer and co-buyer were clearly identified and acknowledged at the time of the purchase.

  
  However, I understand that there are additional concerns that need to be addressed:

  
  1.) Communication of ***Buyer Status: While the documentation reflects the accurate roles of the buyer and co-buyer. 

  
  2.) LoJack Charge: The charge for LoJack (ELO GPS) where you can see there was no charge to the customer. 

  3.) Transparency of Purchase Process: Both buyer and co-buyer's signatures are on all the attached documents clearly laid out who was the buyer and co-buyer next to their names. 
  

  As you can see we acted in good faith with all documents signed by both parties at the time of purchase. 

  Sincerely,
  ***********************;
  Customer Relations Director
  ********************** Jeep
  ******************************************************

   

  
  

• Initial Complaint

  Date:05/10/2024

  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.

  In March 2023 I purchased a MasterTech warranty from KCDJR with the purchase of a 2016 Chevrolet Tahoe. The vehicle was totaled in February 2024 and I contacted Keffer to cancel the warranty as was the protocol for MasterTech warranties. I spoke with ***************************, submitted the paperwork that she asked for, and waited. On 4/23/24 ***** contacted me to let me know that the check arrived and that she needed proof of the payoff, which I submitted and she confirmed receipt of. I asked for the amount of the refund via email and never received a response. I have not received my check and to date, none of my calls or emails inquiring about the status of my check have been returned. When I call the main number I get transferred to the ****************** and cannot leave a message since their voicemail box is full. I would like to know the amount that MasterTech refunded me and when it will arrive.

• Initial Complaint

  Date:12/22/2023

  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 dropped my truck off because of a check engine light on 12/19/23. I was asked to leave it for 24hrs. I called the business that afternoon around 5pm with no answer and left voicemail. I went to business the next morning to ask about my vehicle and they hadn't looked at it. My complaint is that when i picked up my truck the following day at 5pm and paid the bill. It wasn't until i got home and did research the I seen that I was grossly overcharged for the parts and as well as the labor. One part was $68.78 and i was charged $270.00. Another part was $82.51 and I was charged $168.00. These are just two of the parts, and there were fluids that were overcharged as well. Now the labor for these was grossly overcharged. One was to replace the serpentine belt of which I was charged $309.89 for this service. Another was to replace a heater relay which consist of two retaining bolts and two battery cables, for this I was charged $618.88. MInd you this was something that takes less than 30 minutes to replay this part but was charged for 3 hours of labor. I went to the business the morning of 12/22/23 and spoke to the service writer and got nowhere except him telling me that they use a repair program that determines the price and hours to complete the service. I know that in fact they can override that program. I am asking for the BBB to open an investigation on this business because they are clearly and wilfully ripping consumers off.

  

  Business Response

  Date: 01/11/2024

  We evaluated the pricing per the labor guide including *********** Mopar parts and the pricing is 100% in guide.  We have reached out to the customer and have not heard back from him.

  Customer Answer

  Date: 01/11/2024

   
  I am rejecting this response because:
  They never reached out to me about this matter after submitting it to the BBB.  And the guide they are using is not correct when they input the wrong work completed and what they are charging for.   I have spoke to other mechanics and they agree with my complaint. This dealer has several issues and complaints. I will not be using them for anything in the future and I am considering legal action because of this and their blatant disregard and lies that they reached out to me

  

  Business Response

  Date: 01/15/2024

  At time of visit offered complimentary oil change & diagnosis voucher for any ***************. Reviewed pricing is correct, called a local dealership and pricing was more expensive at other facility. 

• Initial Complaint

  Date:12/11/2023

  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.

  11/28/2023 in AM - Service: Regular maintenance oil change - Total cost of service: $104.19 I was going regularly to this dealership. Staff have always been friendly and there are no issues on that front. However, I started getting some suspicions that something wasnt right. I got my oil changed on 11/28/2023 and was advised I needed a new air filter. They provided the pictures you see here. My boyfriend said he would take care of it so I declined. He changed it this weekend and this is a completely different type of filter and in no where the condition they stated. Plus, the bolts on the air filter cover were completely messed up2 were completely missing, the 3 that were there were all completely different, and 1 was only half screwed in. The prices keep creeping up and now there are deceitful practicesthis is NOT the place to go! They lost a customer and my trust. Very disappointed.

  

  Business Response

  Date: 12/14/2023

  We have communicated with the guest.  The picture that was sent by the technician was the interior cabin filter.  The picture that the guest took was of the engine air filter which we inspected and did not make a recommendation to replace as it was in good condition as you can see by the picture.  The screws appear to need replacement and we have offered to replace those and inspect both filters with the guest present.

  Respectfully,

  *********************
  General Manager

• Initial Complaint

  Date:11/30/2023

  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 purchased a truck for $59,000 from keffer dealership. The truck was missing the gas cap cover. I was told the cover was there and would be put on prior to me leaving with the truck. After signing all my papers a buying the truck I was then told Id have to come back. On top of being told to come back I was told the previous owner has the second key so there is only one key to the truck. A came back days later to get the key and gas cap cover. I again was told I have to come back because neither were ready. The dealership is over an hour away from my home so I spoke to the manger and he said he would then ship to me the key and gas cap. After another week of hearing nothing from the dealership I then reached out asking for an estimated date. They then replied 4 days later stating I would have to bring the truck back to paint match even though it is a stock color. They also ignored all questions about the keys. I have now sent emails containing my registration so I can receive plates for the truck as well as multiple emails trying to inquire about the key and gas cap cover. It has been 22 days since buying the truck and I have still gotten no response.

  

  Business Response

  Date: 11/30/2023

  ************,

  My apologies for not getting the work completed as requested.  I have spoken with both my sales department and our body shop and have coordinated the repair and location of your second key.  Our processes broke down and you have had to be inconvenienced as a result.  ****** has reached out and I believe that we have a visit coordinated to paint the door and get you your second key.

  Please contact me directly if anything else comes up.  Thank you again for your business.

  Respectfully,

  *********************
  General Manager
  Keffer Ram
  M:  **************

• Initial Complaint

  Date:11/13/2023

  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.

  Yesterday I went to the Jeep dealership on independence and saw a pair of new Jeep Rubicon 392s they had just gotten in. The price listed online with dealer discount was $87,000 and $89,000 respectively. I began negotiations to purchase 1 of the Jeeps only to have the sales manager tell me that there was a $10000-$11000 "market adjustment" because the cars were hard to find and the Factory strike was limiting inventory. After pressing them about honoring the online prices (which I have screenshots for), they called me today saying they would remove the "market adjustment" and honor the online price. Then when I went to purchase the vehicle they added a Keffer value fee of $1900, and a safety fee f $1950. I advised them I was not interested in either fee and strictly wanted to purchase the car for the price online. The manager got agitated and said he would not remove those fees even though they were not listed on the online price. 2 hours later the online price of both jeeps were increased by the exact amount of the 2 fees that they were trying to charge me and they would no longer honor the price from just 12 hours ago when the negotiations began. I have been advised to contact upper management (which after calling 3 other Keffer dealerships I have been unable to get a corporate contact for). I have also been advised to contact the ** attorney general to report this deceptive practice. I am fully aware that dealers are free to add market adjustments and dealer added features. However not honoring the price of the vehicle online and trying to increase the price by $15,000 - $16,000 when you go to buy it is absolutely abhorrent and possibly illegal. I will be seeing this through until the end. BEWARE!

  

  Business Response

  Date: 11/20/2023

  There was a misunderstanding in the pricing of the vehicle and how the *************** items work. We have resolved the situation with ***** and he has since purchased the vehicle in question. He has assured us that he is reversing the complaint.

• Initial Complaint

  Date:08/16/2023

  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 have a Jeep 2017 Grand Cherokee, the water pump needed to be replaced in January 2023 so I had took it to ***** and they replaced it. I originally bought the car with ***** so I usually take it there for services. A few weeks later the water pump is still leaking so I had to take it back and they were able to replace it out of courtesy so I didnt have to pay anything. After it was replaced a few week later it was still leaking I took it back to get looked at and was told the water pump needed to be replaced again so they did it out of courtesy again and did a diagnostic test to make sure nothing else was wrong and everything looked good their explanation was that there was a year that Jeep made faulty water pumps and most likely I had gotten the bad batch and grand Cherokees are know to have issues with the water pump. If I have the issues again I would need to take it to Jeep. So the water pump was still leaking a month later so I took it to Jeep and I ended up paying to get it replaced and even for another diagnostic test and was told nothing was wrong the water pump was just from a bad batch. They assured me they got a new pump from a different batch so I wont have this issues and since I payed to get it fixed I wont have to pay anything if it happens again within the year so 4 months later and my pump is still leaking I called Jeep back and they said I would need to pay to have them to fix it again. Im really tired of having to pay for a problem that cant get fixed It has been 5 times now that this pump needs to be replaced where it is coming out of my pocket that is unacceptable. Jeep was not even able to offer me a loaner car while my car was being fixed which resulted me being car less.At least ***** was able to give a loaner car this is absolutely ridiculous and theteam treats you as if you don't know anything and as if the stuff they told you they never said before. I am already looking into legal matter and will not like for it to get to that point

  

  Business Response

  Date: 08/17/2023

  We are in communication directly with the customer on this and we are setting up an appt to try and determine the root of the chronic issue, which we believe is not the water pump. Our goal is to find an actual remedy for the customer, but we also maintain that we are involved at a late point in this ongoing concern, and should not be the subject of the BBB complaint.

  Here are statements and timelines directly from our service department personnel who are working on resolution:

  Prior to 3/11/23, Client had a total of 2 Water pump replacement within a few months time frame at **************************************.
  Vehicle arrived 3/11/23 at Keffer CDJR for coolant leak. Inspected and pressure tested system and found no leaks but coolant by the water pump area. No leak found that visit. Believe to be residual.
  Vehicle returned 4/28/23 stating vehicle still leaking coolant. Inspected and re-pressure tested, and coolant was coming out of the water pump area.  Customer paid for labor and the part was warrantied as the original installation was done at ************************************** and not at a CDJR dealer which would mean there is only a part only warranty for 2 years.
  Customer will be dropping off 8/16/23 for re-diagnosis as there is a possibility of a larger issue causing water pump failure.

  Spoke with customer, she is dropping off and we will get a diagnosis done. She is upset that the vehicle has gone through several water pumps (3 to my knowledge at *************** she bought it from) is the route of her concern. I informed her it is most likely something else causing the concern, my thought is timing cover warped due to being over heated. She wants to keep her BBB case open until the vehicle is repaired. 

   

  Customer Answer

  Date: 08/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you.