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Business Profile

New Car Dealers

John Hiester Chrysler Dodge Jeep Ram of Lillington
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BBB Accredited BusinessA Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/13/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 2021 Dodge Durango on December 29, 2021. A couple of months after purchasing the vehicle a U Connect error message began appearing on the radio screen. The vehicle has been in the shop every few months since purchasing. The dealership has replaced the radio, rewired the antenna, replaced the antenna, and reset the radio several times. The error message is still not resolved. The radio screen will randomly go black and not turn on. The vehicle was back at the dealership in October of 2024 because it would not start and all the lights were flashing. During that stay the dealership did replace the **** and they said it would fix the issue of the car not starting and the radio. The vehicle did not have any starting issues anymore. But the error message is still on the radio. Just recently, the car will alarm that things are in front of it when there is nothing there, the buttons on the steering wheel are getting hot when the car is driven for 40 minutes (heated steering wheel not turned on), and the cup holders are also getting warm. The glove box is now broken, so it can not be opened and the trim in the trunk is falling off. I have contacted the dealership multiple times and they are not returning any of my calls. I have emailed the general manager several times, and he has not responded to any of my emails. The past week the passenger side dashboard/ door has begun to make a gosh awful rattle. At this point, I have stopped trying to contact the dealership since nobody will return my calls or emails, and have been trying to contact the Dodge corporate office. I am paying a $700 a month car payment for my car to live at the dealership for repairs.

    Business Response

    Date: 01/13/2025

    I completely agree with Mrs. *************** She has been to our service ***** with multiple issues including the uconnect error message.  The issues are resolved and then it comes back.  We did speak this morning.  Unfortantuley, she had the incorrect email address, so we never received her emails and not sure why, both the service manager and myself never had a message from her.  Mrs. ******** was super friendly this morning and we are going to do everything possible to get all of her concerns taken care of.  She is bringing the Durango in **** to let us look over it and have her concerns taken care of.  She is welcome to contact me anytime.

    Customer Answer

    Date: 01/13/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will be bringing my Durango into the dealership on 1/15/2025, to discuss the issues and the resolution to the issues. 

    Sincerely,

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

  • Initial Complaint

    Date:12/18/2023

    Type:Product Issues
    Status:
    Answered
    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 provided a down-payment of $500.00 to hold a vehicle that I was considering purchasing. At the time I made the down-payment both the saleman and the finance person ensured that if I decided to not purchase, that my down-payment would be refunded. A few days after this transaction, I notified the salesman that I was no longer interested and asked for a refund. This was on October 31 ****, the refund has not been processed, i have placed several calls and there has been no rwsponse.

    Business Response

    Date: 12/18/2023

    Not sure how this was not taken care of immediately. Our accounting department will be refunding your credit card deposit today. Please let us know if you have any others concerns. If so you can reach our General Manager *********************** at ************. Thank you! 

John Hiester Chrysler Dodge Jeep Ram of Lillington is BBB Accredited.

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