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:09/20/2024

  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.

  My 2023 Jeep Gladiator Sport S has what they call a death wobble! I took my Jeep in for this problem in January or February of 2024 they fixed the problem with a lot of front end parts! After about ****** more miles I have the same issue i had before I took it back to the dealer and they said that there wasnt anything wrong with it and that the mechanic said it needed new tires i told them that the tires were cupping because of the death wobble and that proved that there was a problem! I also said that if it was the tires it was because of the death wobble and that they should replace the tire no me they wouldnt do that ! I asked for a ride along with a mechanic to show them what it was doing and the mechanic witnessed the issue and told them that when we got back and I asked what they were going to do to fix the issue they told me nothing that there wasnt anything wrong i reinterated that there was a issue there mechanic seen it! I also called ********* for help and they wouldnt return my calls or do anything to help with my situation, the immediate person i spoke to told me it was a dealership issue to go back there i asked to speak to a supervisor and they said they would call me back and they never would i did this 4 days in a row with no one returning my calls! I went back to the dealership for them to tell me they couldnt help fix the issue and it is still doing it it feels like the whole front end is coming out and the steering is almost out of control it is so dangerous I have explained this multiple times with no results i dont know what else to do the mechanic that rode with us told us this is a big issue with the gladiators and that a lot of them have come in with this problem and that it was very dangerous! I just want the issue resolved as i like the vehicle! It is close to the factory warranty expiring and I feel that is what they are waiting on then tell me it needs all kinds of parts!

  Business Response

  Date: 09/24/2024

  Hi Mr. ******** you have been in contact with our Service Manager **** *****, please continue to work with him to bring a resolution.  You may contact him at ************.

  Thank you,

  **** *****

  General Manager

  Customer Answer

  Date: 09/25/2024

   
  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. 
  

• Initial Complaint

  Date:01/24/2024

  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.

  Vehicle purchased on 10/20/2022: 2022 RAM , **** LARAMIE 4X4 - ***************** Since purchase vehicle has been in the shop multiple times as early as 1 month after purchase. Work orders available upon request. Currently this vehicle is with the dealership and has been for 30 days and a Case #******** has been filed with RAM . Vehicle is making grinding noise when in 4 wheel drive. ******* center has replaced the front drive shaft assembly 03/03/2023, replaced transfer case clocking ring and cross member 01/17/2023, replaced front drive shaft with universal joints replace transfer case to front axle M4 U-Joint broken or cracked 11/29/2023, replaced front axle disconnect actuator 11/29/2023. ******* who completed the lift modifications before purchase had the truck shipped back to their ********, ** shop and replaced the ****** arm, all four tires, and installed updated ready lift parts. Vehicle was purchased NEW with purchase agreement stating this. A specialist came from ********* in an attempt to diagnose and a STAR technician was supposed to troubleshoot but was canceled. *** called the dealership and was told to stop all repairs on vehicle 01/19/2024. A full refund is being requested due to RAM being unable to correct these issues. See supporting documents attached.

  Business Response

  Date: 01/27/2024

  We regret that you are experiencing issues with your ******* upfitted Ram Truck.  We are working diligently with both Ram and *******, "both of which are responsible for the warranty coverage" to bring a resolution for you.  We have also been in contact with the *********************** Manager who has escalated your case for review with the Manufacture and the upfit provider.  We will be following up and will provide you with any additional information as it becomes available.  Please feel free to reach out to our Service Manager with any questions or concerns.  Your satisfaction is very important to us, it is our goal for you to be 100% happy with your vehicle and the services we provide here.

  Customer Answer

  Date: 02/01/2024

   
  I am rejecting this response because:

   

  I just got off the phone with ***** ____ from RAM ************* and he would not share his last name, but he informed me this was no longer a RAM issue and that it was on the independent dealer Marion CDJR to resolve the issue. At this point I have not received any information from Dealer on a satisfactory resolution. I have filled a BBB but would like to resolve this without having to go to court or further legal proceedings. The truck has been in and out of the shop for a year know and there is not a fix Insite without having custom parts made per conversation with you. I would like Marion CDJR to purchase the vehicle back at same price I paid due to it being a ***** and not a full functional truck for what it is intended and has not been sense the day I purchased it. Please advise what the Marion CDJR intention are.
  
  *************************
  

  
  

  Business Response

  Date: 02/05/2024

  We regret that you are experiencing issues with your Ram truck.  We have reached out to both *** and ******* to contact you regarding these issues. *************************** of ******* has attempted to make contact and hasn't been successful, he did state that you responded to a text.  You are very important to us, it is our goal for you to be completely satisfied.  You may reach ***** at ************ or Ram customer care at **************.  Please let me know if you require additional assistance.

• Initial Complaint

  Date:01/12/2024

  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 2016 Jeep Wrangler from Marion Chrysler Dodge Jeep in Marion ** on November 15 2023. I was advised this vehicle was a Certified Used Vehicle. It was also advertised that way. *********** was *********************. Upon taking ownership of the car and driving it , I noticed a lengthy number of items missing as well as a couple of other concerns that are not minor. Missing items:-Spare tire bracket -3rd brake light, wires cut -rear wiper arm -both headrests for rear seats Other issues with the Jeep :-vehicle failed State emissions inspection due to faulty seal on gas cap -Jeep often shorts out when driving. The warning lights come on, hear a chime, and speedometer and tach go to zero and Bluetooth disconnects, power is lost for a short time. *** tried multiple times to work with ***** on all of these issues. He has dodged my calls and when we did connect just one time , his response was Ill mail you an antenna out of my own pocket The other issues are by far more important and he would not acknowledge them at all. An advertised Certified Used Vehicle should not have these issues. The vehicle has only ****** miles on it. The dealership should take responsibility for these issues and handle. This has not happened at all.

  Business Response

  Date: 01/13/2024

  Hi **************,

                         I appreciate your business and will work with you to reach a resolution to your concerns.  We value you as a customer, I was unaware that there are issues you require assistance with and want to handle this personally.  I will be traveling next week and will return on Thursday.  With your permission I will reach out to you upon my return.

  Thank you in advance for your patience. 

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

  General Manager, Marion Chrysler Dodge Jeep Ram

• Initial Complaint

  Date:01/12/2024

  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 vehicle September 15, 2023. About a month later the engine light came on and went off a couple of times indicating a transmission issue when the light was read. My husband contacted the dealership and spoke to our salesman who stated transmission issues are not covered under the warranty that we had. The engine light went off again and stayed off for a couple months until last week when I was driving with my children the vehicle began shaking so violently the car was not controllable. The vehicle was towed to a transmission shop due to engine light that was on indicating a converter clutch solenoid circuit issue. After the transmission shop looked at it, they reported it was not a transmission issue however, it was a mechanical failure causing two cylinders to misfire. Upon further inspection of the vehicle, they also saw the front and rear struts are leaking and need to be replaced as well as the front shocks need to be replaced as well. I reached out to the dealership to talk about the issues, and why they were not addressed initially, when they had inspected and certified the vehicle. They claim to have replaced the rear struts and inspected the spark plugs. ************ believes the rear struts were not replaced due to the noticeable damage and rust on them as well as the leaking. ************ also said that if the dealership had seen the spark plugs, they would not have left them in due to the severe damage of them. I am seeking payment for the costly repairs of the front and rear struts, as well as spark plugs and coils. All of these issues existed prior to me purchasing the vehicle.

  Business Response

  Date: 01/12/2024

  We are sorry to hear you are experiencing mechanical issues with your vehicle, you declined to purchase any additional coverage on this vehicle at the time of purchase.  It did come with 3 months or **** miles of manufacture coverage at the time of purchase.  Please provide a current odometer reading to establish if any coverage is available at this time.  The odometer reading when purchased is attached, along with the signed Buyers Guide and We Owe.

  Customer Answer

  Date: 01/12/2024

   
  I am rejecting this response because:
  As discussed before with this business the we purchased the vehicle in September, it is now January thus the 3 month warranty would be expired. However when we first had troubles we called the sales person who told us we didnt have a warranty on the vehicle. Therefore we did not bring the vehicle in. Had we knows there was a warranty in October/November when the engine light first came on we would have brought the vehicle to a trusted mechanic.  We were never told about the certified pre-owned go warranty. We had to fight for a month with them providing proof via a picture of the initial ad proving an existing warranty. By the time we finally got them to admit to having a warranty. The warranty had conveniently ended. Additionally, some the issues that exist on the vehicle specifically the rear shocks need work. I was told that these were replaced prior to me purchasing the vehicle in order for it to have passed the certification process. This is untrue and we have since learned that that issue was not dealt with and the shocks were not replaced. 

  Business Response

  Date: 01/18/2024

  As discussed during phone conversation you had with our Service Manager earlier, we are willing to assist with the repairs.  We would need to complete a physical evaluation of the vehicle.  Assistance would be limited to a savings to you in a form of discounts on parts and labor for repairs performed in our Service Department.  What is the odometer reading currently?  When would you be able to have the vehicle here for evaluation?  

  Customer Answer

  Date: 01/19/2024

   
  I am rejecting this response because:
  
  

  The claims to offer a savings/discount are completely unfounded. I was never told I would receive any sort of savings. I was told I could have the vehicle towed to the dealership and it could be evaluated for repairs. No one ever stated, in the recorded phone call that is being referenced, that discounts/savings would be offered. I do not have the current odometer reading as it is with a trusted qualified mechanic being repaired at the moment. Had I been notified that the dealership would be willing to provide a discount on the repairs, we would have considered bringing the vehicle there. However we are skeptical of their abilities to make ************** and keep proper records due to the confusion on the dealership's end about repairs to the vehicle that they claimed were made and werent, specifically the rear shocks. 

  
  

• Initial Complaint

  Date:12/06/2023

  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.

  They chose to hike the price up on an ordered vehicle by $11,500 when it landed on the lot even though it had my name on it and was already paid for. At one point they claimed another buyer offered them $30k extra for the truck and they were not going to honor my reservation. After escalating this he decided to let me have it at the $11.5k increase. A few days after the truck was on the lot, they said I couldnt come pick it up for 2 weeks even though the original agreed upon plan was to pick it up when it was delivered to them. They claimed the *** would take them several weeks to perform. 3 weeks later they said its still not ready. Because of their previous unethical practices I did not trust them as I can guarantee you they were shopping it around again for the next highest bidder. To add an extra layer, I had ordered a ram bar directly from RAM, SEPARATELY from the truck and had it sent to them for install so I could pick up the truck in its completed form. They claimed it would be a few more weeks before they could get around to installing the ram bar. I told them to just throw it in the back of the truck and Ill have it installed later. I then received an incredibly unprofessional phone call from one of the sales managers (same guy as referenced above). I forget his name but he was the x-marine with all the tattoos. He stated I would have to wait for them to install the ram bar because they are contractually obligated to install all accessories which is a lie and shameless cash grab. Again, the rambar was not part of the build. It was extra. After I told him this he went on a rant about how beautiful Marion is, how I would see that for myself once I arrived and that theyre honest people trying to make money. After I said that was unnecessary and strange he again threaten to send my money back to me and sell the truck to someone else if I didnt be quiet and just pick the truck up when they tell me its ready, despite our past agreements.

  Business Response

  Date: 12/13/2023

  We're terribly sorry to hear about your dissatisfaction with the *** purchase you made from our store in August 2022. We make every attempt to be as transparent as possible. We display all of our discounts as well as additional ******** on our website. The Ram *** you purchased was at the time one of the most desired automobiles on the market and offered in very limited quantities. As always, we conducted our research and found these trucks were selling for $15-$30K above MSRP! We charged you a mark-up per market demand as well. However, the mark up as listed on the buyers order (signed by all parties) was about $7K. The additions were taxes, fees as well as protection plans you purchased for your investment. "The basic numbers were not only discussed and signed at the time of sale, but also were provided to you prior to your visit to our dealership." The issue with the Ram Bar and the delay thereof was out of our control, the parts were not available.  Moreover, Stellantis doesn't allow us to deliver "incomplete" vehicles. This means that all of the accessories and equipment must be installed prior to delivery. I personally discussed that with you as well at the time.  Over the last few years many items have sold above "asking price", this climate was not created by our dealership and market conditions change daily.  A change in market conditons does not warrant a refund or an adjustment, please keep in mind that we have traded for many vehicles that the value has fallen drastically.  Should the consumer that traded these vehicles pay for the market adjustment.  Again, the figures were disclosed and you agreed and signed all documents associated with the sale in August of 2022,.

  Customer Answer

  Date: 12/14/2023

   
  I am rejecting this response because: Again, the rambar was purchased directly from the mopar website, completely separate from the truck. I mailed it to you guys. It was not part of the build thus your argument is invalid. That is as ridiculous as saying you ordered an air freshener from us, you cannot take ownership until the air freshener is put in the vehicle.You are not contractually obligated by anyone to install 3rd party ordered accessories. Threatening to sell the vehicle to the highest bidder after the money was in hand and the sale was agreed to is abhorrently unethical. The gentleman I dealt with is a stereotypical example of a used car salesman. As for the total, we agreed to MSRP then you chose to hike up the price further justifying my claim of predatory and unethical practices. 
  
  

  Business Response

  Date: 12/16/2023

  Thank you for your response. Respectfully, you have your timeline incorrect. We use a 3rd party CRM which records all texts/emails along with timelines. On 08/18/2022 you sent a text and asked if the truck had arrived. On 08/20/2022 our sales representative sent you pictures of the truck which had just landed. Many conversations later regarding the Ram Bar and why we were charging you $200 for installation, we pushed the truck through our busy service department for PDI, Ram Bar and clean up you visited us on 08/25/2022 and took delivery. All of these can be verified in our CRM. In terms of the mark up, there was absolutely never a discussion of MSRP. The conversation was surrounding the amount of the mark-up because we had a $15K over offer and you were notified of that via text message. However, we went ahead and honored your deal per the advertised price of $106,770 on our website. This is all in writing. I have also attached a copy of the buyers order as well as the window sticker which show a MSRP of $101,770 and a selling price of $108,693.60 which included the Ram Bar. Hence, Im not sure how your math results in $11,500. Needless to say that if you had an issue with this deal, why did you proceed? We clearly told you that we had other offers. You even sent a ****** screen shot showing how limited the production was (***** units).

  Customer Answer

  Date: 12/19/2023

   
  I am rejecting this response because: Why do you keep dodging the other elements of the complaint? The lies about being contractually obligated to install accessories, the threat to pull the agreed upon deal because you received a higher offer, the pressure to provide 5's on the survey so you can get your bonus, the egregious attitude of the marine (which I am assuming that is who is responding to this). Does your CRM record phone calls too because the majority of the conversations took place over the phone. There were very few text conversations.  Best of luck continuing to be dirty car salesmen. If anyone beside the scummy marine reads this, I hope they see how prolific the attitude is. The tactics and individuals you employ are dirty and you know it.