Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/06/2023

  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.

  Aug 3rd 2022 - I took my 2000 *** **** ****** to Westgate Chrysler Jeep Dodge *** on Old Westgate Road in Raleigh North Carolina for a factory recall to be performed, specifically the replacement of the high pressure fuel pump. The *** Service department wrecked the truck while trying to take into the service area.
  
  The General manager promised to repair the truck, but refused to provide a loaner vehicle while the truck was being repaired. They took the truck over to Westgate Collision Center. ***** at the Collision Center contacted me and said they would repair the truck. They kept the truck for 3 weeks and did a very poor repair job. I picked the truck up after hours and had no choice but to take it home. I contacted ***** before I left there and told him I was not satisfied with the repair work. He acknowledged that the person who did the work told him it wasn't right and he promised to make it right. This was on Aug 24th. I tried for the next 4 months to get it back into the shop for repair and ***** made excuse after excuse as to why they couldn't work on it that week or that day. Finally, on December 12th, I took the truck to ******** Collision center to have the repair completed properly. It took another 18 days and approximately $2500 to fix the truck properly. In total, Westgate owes me for 39 days loss of use for my HD Truck (a rental runs approximately $150 per day), the cost for two **** rides since they didn't feel the need to provide a loaner vehicle and the cost of my time to get the truck properly repaired. Lastly, they owe my insurance company for the cost of the repair itself.
  
  In summary:
  - Westgate wrecked my truck
  - Westgate promised to fix my truck
  - Westgate did not provide a loaner vehicle
  - Westgate did not properly repair my truck
  - I had to take the truck to another collision center to be properly repaired
  - Seven months later, Westgate still refuses to reimburse the expenses I incurred as a result of their negligence

  Business Response

  Date: 03/06/2023

  Good morning.  As the complainant details in his complaint, this issue has already been reviewed and discussed and I apologize if he feels the decision it is unfair but I deny the language he uses and assessments he provides for reimbursement.  I spoke with all parties involved internally before finally responding to complainant in writing.  The provision of loaner vehicles is on a case-by-case basis and involves many different issues and can be addressed many different ways.  While we try to settle complaints amicably, there are just situations where it can't be done.  

  Customer Answer

  Date: 03/06/2023

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

  1. They wrecked my truck and did not repair it properly

  2. I incurred expenses as a result of their negligence and they need to compensate me for those expenses 

   

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

  Business Response

  Date: 03/08/2023

  Good morning.  We stand by our prior written response to Complainant before he contacted BBB and also our reply here.   Thank you.  

• Initial Complaint

  Date:02/28/2023

  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.

  Bought my ******* ******* on 2/26/2022 from this business. My paperwork shows that the car had 62,904 miles on it at that time. It was incorrectly reported from Westgate to carfax as having 62,800 miles on 3/5/2022. Which is also the incorrect date of service. I never took it back there after purchase. My warranty is denying coverage on a repair due to the mileage discrepancy. Thank you.

  Business Response

  Date: 02/28/2023

  Good morning and thank you for your input.  I am replying for further information.  I don't see a mention where you contacted our service department first to diagnose a potential repair and then could also provide a new repair order with the correct mileage, according to your complaint.  

• Initial Complaint

  Date:02/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Terrible purchasing car experience! I purchased a ***** ******* 2020 granite grey car. Once the paper work was finalized the salesman **** ****** hands me one key and I'm like where is the other one and he said that this car only came with one key and I was like that would have been helpful to know that this car only came with one key. Typically the car salesmen typically takes the car for a car wash but the salesman told me to come back 2 days later to get it cleaned due to he was going to be off the next day. I had to go back to the dealership the very next day because the salesman left off my front license plate on my old car I traded that was needed and was illegal to leave that off my new car. With going back up there the very next day to get the front license plate from my old car there was no front bracket in the car I had just purchased so I went to the front desk and spoke to the general manager who was completely rude and gave me hard time with getting a front bracket and then ordering one that would come in later and by law I would need one that day I drove off the lot. Some workers from came in and helped by getting a bracket off another car due to by law I had to have one same day of purchase. I then got a car wash after that incident and then noticed damage to the bumper and I went back the next day to show to my car salesman and complained about the one key as well and he said, "why worry about damage in the back of you". I tried to talk with the general manager about this issue but each time they would say he was in a meeting or was not there. My complaint is my service was horrible and there should have been another key provided and they should have fixed my bumper. I recently got another ****** pulled while getting my car appraised recently and it shows that there was an accident that shows Aug 2021 and I purchased this vehicle March 2022. I would like for westgate to fix bumper and provide a 2nd key.

  Business Response

  Date: 02/27/2023

  Good morning and we definitely understand your frustrations concerning the purchase of a 2020 used vehicle that wasn't quite the same as a brand new vehicle.  In our transactions, we explain and have forms that discuss that used cars are purchased "as is" and it is preferred that customers either make an in person inspection or have a third party inspect the vehicle.  We also have a "we owe" form to memorialize minor issues as laid out in your complaint form.  It is quite common for used vehicles to have only one key as they come to us from a variety of situations; trade-ins, auctions, repossessions, etc.  I didn't see any mention of mechanical defects or that the vehicle was inoperable but rather minor cosmetic items so we respectfully deny your desired result in this situation.  

  Customer Answer

  Date: 02/27/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the “I owe” form is from my trade in that has nothing to do with westgate fixing the issue. It doesn’t matter if the 2020 charger was a trade in or not the salesman should have disclosed that there was one key beforehand and not after the sale was final. The damage wasn’t cosmetic if there was an insurance claim reported in Aug 2021 and I purchased in March 2021. I clearly and simply remember the guy in finance at westgate asking the salesman has there been any accidents reported on this vehicle and the salesman said “no” clearly that was a lie.  The purchase of the vehicle and sale was done poorly and unfair. I would like this matter to be corrected or else I’ll be taking westgate to court and let a judge decide. 

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

  Business Response

  Date: 02/28/2023

  We apologize for your frustration and confusion but there is a balance between a purchaser inspecting a vehicle and asking certain questions and the seller's inspection and disclosures.   As before stated, it is quite common that used vehicles have only one key available and you haven't mentioned anything about the key not working to start it.  And the cosmetic bumper issue could have been addressed by simply physically walking around the vehicle and making an inspection.  We appreciate your feedback and have no issues with letting a third party decide.  

• Initial Complaint

  Date:02/15/2023

  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.

  On January 16th my son and I went to Westgate to purchase a 2019 ********* ****** on his 18th birthday. At the end of the transaction we ended up financing roughly $28,000.00. 15 minutes after leaving the dealership the check engine light came on. I immediately contacted the dealership and was advised “mam there is nothing wrong with the car, we assure you of that.” Since I lived a hour and 15min away they told me to take it to a dealership close to me and they would cover what it was that was broken.
  We took to a ********* dealership and they determined that it was something with the fuel intake and something else which I have all documentation for, that totaled around $1400. This was fixed and Westgate would not reach back out to the ********* dealership until days later after I repeatedly called them to have them cover the charges. They finally covered this after numerous calls to them. The very next day after getting the car back the check engine light came back on. (Keep in mind we haven’t even had the car 2-3 weeks.) I told Westgate I did not want this car, it was not a good car, it already has to have so many repairs and we haven’t even made our first payment. They said we will trade it out for another vehicle. They did not have any other ******* on the lot that were in our price range for my son. We were continuously put off. Next, since the check engine light was back on Westgate advised me it was the O2 Sensor, to have this replaced. I took it back to ********* Dealership and the car needs an O2 Sensor replacement as well as a new Thermostat because a new problem arises, the fan would not turn off on the car when my son drove it home from work one night. Out of probably the five or 6 nights that we have actually had the car in our possession, since we bought it on Jan 16th, 2023, so we have now been quoted $196 for the O2 Sensor replacement and $946 for a Thermostat replacement. You do not buy a used car to within the first month expect $2500 repairs.

  Business Response

  Date: 02/15/2023

  Good morning and we understand and empathize with your recent experience with your used vehicle.  We always explain that used vehicles are sold "As Is" and there sometimes are unfortunate and unforeseen conditions that are not discovered by the standard NC inspection.  Further, we give the opportunity to make a personal pre-purchase inspection for every Buyer or take the vehicle to a 3rd party for inspection.  That type of 3rd party inspection might have caught these issues and dealt with prior to the final signing.  From the complaint, I can see that the initial repair item was covered by us (even if we didn't move as quickly as you would have wanted) and we did communicate about trading in the car and into another car but just a similar make and model at that price point wasn't available.  It isn't clear if we have paid or have denied the 2nd repair at this point, but I will definitely check with the main store and service department this morning.  Thank you for bringing this to my attention and we strive to make things right as much as is feasible.  

  Customer Answer

  Date: 02/15/2023

  
  
  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 if they will pay for the second repair. I understand that I purchased a used car. However, I have purchased used cars in the past from dealerships and have never had these types of issues, which is why I went to a larger dealership. I would understand maybe if I had went to a small privately owned dealership then I would have taken steps to have the car looked at by a mechanic of my choice prior to buying the vehicle. I thought by purchasing a vehicle from Westgate that it would have already went through required inspections and diagnostics to where there would not have been repairs at this magnitude. I do not feel that if someone is spending $28,000.00 on a vehicle that there should be repairs to this level. I mean the engine started running hot and the fan would not shut off on the car for up to 15min, which was the 2nd repair. Not to mention initially the check engine light came on 15min it’s after leaving the dealership. I believe there is a 3 day rule to return cars to the dealership and I told my salesman that I wanted to do that and I have all of the communication back & forth with the salesman, but he assured me there was nothing wrong with the car which I have in text from my salesman. Needless to say there are lots wrong with car.  I have never dealt with this level of untrustworthiness from a dealership. The absolute best outcome would be to buy the car back from me since I wanted to return it anyway. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:01/30/2023

  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 went to Westgate Jeep dealership on 1/26 for an oil change and tire rotation on my 2017 Jeep Wrangler as I have done for the past year since I purchased from them 1 yr ago. After waiting 2 hours they said it was ready to go. Once I got on 540 about 5 miles from the dealership the jeep started smoking really bad. I had a vehicle behind me record the extreme smoke and they had oil all over there windshield. When I pulled over I was about 10 miles away from dealership and oil pressure was reading 5 psi and quickly dropping. I called dealership and they sent a tow truck. They got the jeep back and offered to fill with oil and wash then send me on my way. I requested they do a thorough check and document everything. After clearing the check engine code, topping off oil, gas and ran through car wash they stated all was fine. When I returned to pickup there was still oil dripping all over the bottom but they assure me they cleaned twice. They are refusing to offer me any type of additional warranty in case something happens in the future. I have requested a number or email for head office and was told they would be in touch with me. They then had customer relations manager call and say they can we are all human and mistakes happen, they will not be able to offer me anything I'm writing for their wrong doing but will allow me to have engine checked every 30 days. The dealership is not down the street so that is not a valid fix. A resonable resolution would be to offer some form or warranty covering the power train as we don't know what long term damage this may have caused on a vehicle with only 30,000 miles.

  Business Response

  Date: 01/30/2023

  Good afternoon, and we totally understand your frustrations about the unfortunate situation that occurred after you had left our service department.  From information provided in the complaint, it doesn't appear that the vehicle is inoperable at this point or that the engine has locked up.  And we did not refuse service, we provided additional diagnosis and cleaning and made the offer to check back after 30 days of use.  I can't comment either way on the distance as that's more of a subjective issue.  As our customer service relations person stated, at this point, that is all that can be done as we have no idea otherwise how the vehicle has been driven or serviced outside of our service department.  

  Customer Answer

  Date: 01/31/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because I also do not know how the vehicle is driving or of the current condition either. When it came off the tow truck we witnessed an abnormal ticking sound as it was being pulled into bay. I have attempted pickup 2 times both unsuccessful because the oil has not been properly cleaned. I saw 1st hand and the customer service manager also stated it still wasn't cleaned properly after they had it for 3+days. I don't trust that a proper inspection was done if the oil was not properly cleaned after I was told it was sprayed and washed multiple times. Again this is unsatisfactory resolution because there could be LONG TERM damage to the engine that will not be noticed right away or in the immediate future. 

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

  Business Response

  Date: 02/06/2023

  Good morning.  I was able to speak with a service tech in the Jeep store location to confirm that a loose/faulty oil filter was the cause, that the vehicle was towed back to the dealership, filled with oil at internal cost, washed and that the engine was checked for damage.  From information provided, complainant has taken possession of the vehicle and it is operable.  The tech even had me walk the lot with her.  It can be checked again at the dealership after thirty (30) days of operation but we cannot provide a guarantee on the engine beyond any warranty already in place.  

• Initial Complaint

  Date:01/20/2023

  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.

  Bought a car from this company in March of 2022. Had to buy a new battery just two weeks later. I communicated the issue with my sales rep and she promised a reimbursement check of $237.54 for the battery. This was all through text- and I still have the messages. She ignored my texts many times when I asked about the check. She said that it was sent out back in august of 2022. Never received it. I called the manager and never received a call back.

  Business Response

  Date: 01/20/2023

  Good morning and we sincerely apologize for the lack of communication or miscommunication.  I cannot tell who the salesperson is who made an oral promise to provide the cost for a replacement battery on a used vehicle (from what I could tell from the auto parts receipt).  Travis, from information provided, is no longer in that position so it's hard to assess this complaint.  In most transactions, we utilize a "We Owe" form to document items promised but that is at the time of the sales transaction.  I will, however, investigate your file and speak with a location manager.  I would caution that normally - in a used car transaction - we would view the replacement of a battery as an ongoing maintenance issue versus a warrantable item - even though it was a short time after you purchased the vehicle.  

  Customer Answer

  Date: 01/20/2023

  
  
  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 wanted to add that I understand it was a used car, but it was the fact that I was told I would be receiving a refund from the sales rep *****. I reached out a couple of months ago and spoke to someone who said they would forward this to the sales manager. I never received any communication after trying multiple times. Thank you for trying to resolve this issue.
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:01/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a 2014 jeep wrangler on 1/2/2023. Took for a test drive. Everything was ok. Wanted tires rotated and balanced. Finished paperwork drive car home and it was all over the road! Almost was in a head on collision. Called them the next day to ask about what they did and they will not answer my calls or return my calls. I have been calling from 1/3/2023 to present. Still No response. Left messages got service manager, salesman , finance manager etc. they leave me on hold for 50 minutes and say he is gone for the day. I can not drive this vehicle. I want them to pay for repairs. Was Not like that when I test drive it.

  Business Response

  Date: 01/17/2023

  We sincerely apologize for your recent frustrations with your car's condition.  From the complaint, I can't tell if you have had the problem diagnosed, still driving it, or even if repaired.  In the meantime, I will contact the jeep service department to investigate and also review policy on prompt return of telephone calls.  

  Customer Answer

  Date: 01/17/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:the car is drivable but not safe being the car seats all over the road. I want to take this vehicle to ********* jeep and have it diagnosed and repaired there and Westgate be responsible for the cost of the repairs. Also was suppose to get an extra key fob and owners manual which I never received. If you need the date and times of All the times I called and left messages I have them as well. I am without a car right now after paying $23000 for a vehicle and putting $15.500 down!!!soo wrong!!!!
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 01/17/2023

  I will have our service department contact you to review this issue.  I had not pulled the dealer file yet so I obviously had no idea about the additional items you mentioned as they weren't in the initial complaint but will address those as well.  

  Customer Answer

  Date: 01/17/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:they are not  agreeing to rectify the issue. I want them to pay for the repairs to my vehicle. I have been beyond inconvenienced and totally ignored. I also asked my salesman for an extra fob key and owners manual which I never received. I have on my part tried to contact was the dealership the day after I purchased the vehicle NUMEROUS times. They put me on hold and then disconnected me or kept me on the line for over 30 minutes and then would say they left for the day .
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 01/18/2023

  Good morning.  From pulling your hard file, please see the attached "We Owe" form as signed on 01/02/2023 with marks through it evidencing nothing was owed after the transaction.  This form is commonly used to memorialize minor items to be dealt with after a sale that don't affect financing, etc., like a 2nd key fob or manual.  I do know that there are web sites that offer car manuals at no cost and you can download as a pdf or save the link if you need to research a specific issue versus just having the paper copy in the glove box.  

  I can also see that you financed/purchased a vehicle service contract and it is not clear if you have called them to open a claim and/or see what is covered.  In any case, I am working on getting to the right person in service to call you directly.  Thank you.  

• Initial Complaint

  Date:12/28/2022

  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 jeep from this company and purchased the GAP insurance as well as the Jeep warranty back in April of 2022. The jeep was repoed in October and I have been reaching out to the finance manager ever since leaving emails and voice messages on how to get refunded for the extra products. They have not returned my call or sent anything to myself or the lender.

  Business Response

  Date: 12/28/2022

  One of the standard conditions for a GAP policy to remain effective is to keep your financial obligations on the vehicle current before and after a loss until voluntarily cancelled; especially in purchases where all or part of the GAP policy and warranty/service contract were financed.  It wasn't clear from the complaint whether the complainant had contacted the insurance company that issued the policy.  In some cases, when a vehicle is repossessed, the monies are sent to the financial institution to diminish any losses.  

  Customer Answer

  Date: 12/29/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The money has not been sent to the bank nor myself. I want the finance manager to contact me and provide confirmation on where this refund is. As of now the bank has not been notified. 
  
  
  
  Sincerely,
  
  
  
  ******** *********

  Business Response

  Date: 12/29/2022

  Certainly you can have your prior lender contact me directly - *************************

• Initial Complaint

  Date:12/13/2022

  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 purchased my Jeep from Westgate in December 2018. I have had nothing but problems with the dealership since purchase. Most recently, upon arrival for an oil change, I was advised my vehicle was 50K overdue for services and that I was subject to termination of my Westgate for Life plan. However, not only had some of these services that were "missing" performed, the dealership has said they were not needed. When I call to schedule a 30K service, why weren't the needed services performed? The dealership back peddles and says that "things are now under new management". I have requested services be performed at variable times and advised things weren't due. Service records occasionally provided even indicate that things are in "good" standing with green markings (versus red meaning due or orange meaning close due). How can items be "good" and yet overdue? Furthermore, why is it taking literally years for them to ask about this? When I asked for a copy of my records, I was then denied. They are requiring me have an attorney request them because of the potential for litigation. I can't access my own files? The title, registration, lease, etc. is entirely under my name and I have a right to those documents. I then asked for the contact information for their attorney, since they said I must go through them to request the documents. All of the contact information they provided me was inaccurate. The email address came back undeliverable. The fax number went to a number that could not accept fax transmissions. Additionally, I was only provided with first names. While there dealing with all of this, I will note that 4 other people were having issues as well. So this appears common practice. How does a business with a 1 star review have an A+ rating?

  Business Response

  Date: 12/13/2022

  Good afternoon and I sincerely apologize for your frustrations in dealing with a recent oil change under the Westgate for Life plan.  The intent behind not automatically releasing service/history records of vehicles is in the case of prior owners and privacy issues as to their name(s), address, etc. so these are just not handed out.  It wasn't clear if your 2018 Jeep was purchased brand new and you are the sole owner, but I can definitely pull those records, review and send to you.  I won't comment on other allegations in your complaint that can't be verified, obviously; e.g., "4 other people with issues" but I think I understand the core of your complaint is to get a copy of the service records for your vehicle as the reports either were lost/misplaced.  I have your email in the complaint, so I can reach out directly by tomorrow, Wed, the 14th.   Thank you.  

• Initial Complaint

  Date:12/05/2022

  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 recently bought a 2017 Jeep compass from the dealership, CERTIFIED PRE OWNED. they delivered to my house and I quickly realized it was not drivable considering the brakes, rotors , and calipers were bad. They had to come pick it up. The manager explained to me that they had the parts on order but nobody ever changed them ! They delivered it back to my house and the problem was not fixed. They came and got it a SECOND time , I explained everything in detail that was happening. They brought it back to me and I realized it was making a roaring noise. I contacted the manager again and he was very rude and suggested that I was making it up. I took it to another Jeep dealership and turns out it was the wheel bearings. It was going to cost me 630$. Fortunately the certification covered it so I only paid 100$ out of pocket. I am upset that I was sold a certified used vehicle that was in bad shape. This was very dangerous for me and my 8 year old son. And I would like to be reimbursed for the 100$ bill. I do have a receipt that shows the problem and the charge of 100$.

  Business Response

  Date: 12/05/2022

  Good morning and we sincerely apologize for your frustrating experience so far with this used vehicle and hope that, besides ongoing maintenance issues, that there are no other major issues in your near future.  I am contacting our service department and manager to discuss as soon as possible to discuss and would like you to email the $100 invoice to *********************.com so I can provide a resolution and keep the conversation progressing.  Thank you and look forward to hearing from you.