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:01/16/2025

  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 purchased a new 2022 Jeep Wrangler Sport from *** ****** ****** in 2022.
  In June of 2024 I noticed rust occurring in 3 spots on the Jeep. I brought it to the *** ****** location in ****** **** and they said I need to bring it to their ****** location where their body shop is. I did this in June of 2024 and they looked at it and confirmed it was under warranty. They said they can fix and it would be covered under warranty. They said they would schedule me in within 4-6 weeks.
  Since then they keep giving me the run around as to when they will fix it. They keep telling me they are not allowed to fix it when there are other customers that came in after me with their warranty closer to expiring then mine is. After repeated calls to *** ****** they still will not schedule it in to be fixed. They said it could be another year before they get to my car. I feel this is a fraudulent way to handle my warranty because if they wait until my warranty is about to expire and then fix it, if the rust comes back they don't have to fix it again.
  I called Chrysler to file a complaint an they said they can not do anything to help me.

  

  Business Response

  Date: 01/27/2025

  Mr. ****** has spoken with the Bodyshop Manager here.  No one has ever told him that it would take a year to schedule his service.  He has a warranty claim and we had customers that we had to schedule ahead of him as their warranties were closer to expiration.  We informed Mr. ****** that we would get his Wrangler in as soon as possible, which is actually going to be tomorrow.  This gentleman was unhappy with the time frame provided him, but we did our best to explain that we wanted to get his Wrangler in and fixed as quickly as possible.  It does not help us to delay repairing the corrosion on his hinges in any way, it is simply a matter of the hours in the day to get work done.  I believe we have resolved the issue since he is coming in tomorrow to pick up a loaner vehicle while we repair his Wrangler.   

  Customer Answer

  Date: 02/05/2025

  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.

• Initial Complaint

  Date:10/18/2024

  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.

  Recently purchased a 2020 ram 1500 from the Ganley Chrysler Jeep Dodge Ram in Aurora. The truck only had 45,000 miles on it and is still under warranty. Tried to start my vehicle only 6 months after perching it the battery was completely dead, came to find out the battery was replaced with an 11-year-old battery from 2013. Forcing me to purchase an additional battery for $200. When I confronted the dealership they told me they had no idea how that happened, and they told me there was nothing they could do about it. The dealership stated they had 125 point dealership safety inspection done on it, if that’s true, then why was there an 11 year-old battery in the vehicle? Poor customer service. Leading someone to believe they are paying for a quality product and receiving the opposite

  

  Business Response

  Date: 11/04/2024

  After speaking with my Service Manager about this issue we agree that there is no possible way we put an 11 year old battery in any vehicle.  A battery going dead six months after it is sold is not unheard of and having to replace it isn't uncommon.  A lot of things can cause a battery to die.  I have no issue performing work or providing a service at my internal cost, but I will only provide something for free if we made a mistake.  I don't believe that is the case in this instance.    

• Initial Complaint

  Date:10/16/2024

  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 used van from this dealership on July 11th 2024 July 13th the dealership was called due to the check engine, and battery indicator lights being on. The truck was serviced and returned at no cost. July 28th another call was placed to service about lights on the dash and the check engine light. The truck was services again saying it needed a electrical harness no charge to buyer. The end of August the engine Began to hesitate when pushing the gas peddle and cutting off when coming to a complete stop. September 9th Dealership was called again to schedule service. September 16th from this diagnostic review a tune-up and transmission service is needed at cost of $1947.00 and the warranty doesn't cover this because it's considered maintenance. How does this fall under owner maintenance when I was never given the van in proper working order from the beginning. I have only driven the van approximately 1,500 miles most of them have been driving to and from the dealership for service. The van was purchased for the wheelchair lift to transport disabled family and clients that I assist. The van has become a liability not a asset due to monthly carnote and not being able to drive the van consistently with confidence because of the safety concerns. The last time the van was driven it cut off on the Freeway at 60mph while driving with disabled clients on board. Ambulance service had to be called to transport the wheelchair bound clients to safety. At this time I feel I should be reimburse for my money I have invested in this van which includes $2000 down and $565 × 4 months and the dealership buy the van back.

  

  Business Response

  Date: 11/04/2024

  Mr. ******
  was aware of the risk he was assuming when he purchased this vehicle.  It
  is a 2016 and had 144,854 miles on it when he purchased it As-Is.  When he
  purchased it, he was made aware that we could not provide him any promises or
  guarantees as the vehicle had high mileage and had been modified to transport
  disabled individuals.    
  
  When he came
  back shortly after purchasing it, we fixed the issues that he stated it had at
  no cost to him, even though he purchased the vehicle As-Is.  He recently
  brought it back with a transmission issue, it did not have this issue at the
  time of sale.  We determined that in order to remedy the problem the van
  needed to have the transmission serviced, but upon further inspection we found
  that the transmission needed to be replaced.  Mr. ****** had purchased a
  warranty at the time of sale that covers the majority of the cost, but there
  are components that are not covered by the extended warranty.  I agreed to
  perform this work at my internal cost, explaining to Mr. ****** that I wanted
  to be as fair as I could but that I couldn’t do it all for free.  He asked
  me to purchase the car back from him and I told him I could not do that. 
  
  In all it is
  my belief that I have been more than fair with Mr. ******.  It is
  unfortunate that his vehicle has needed repairs, but we always make it as clear
  as possible when selling a vehicle As-Is that we cannot guarantee anything once
  the car leaves our lot.  That being said, I am open to speaking with him
  about a resolution that doesn’t involve this dealership purchasing the vehicle
  back or the service department performing his repairs for free.  

  I am attaching the FTC Buyers Guide that Mr. ******
  signed when he purchased the vehicle as well as the RO’s from when he brought
  the vehicle in with his concerns shortly after purchasing it.  

  
  **** ******
  General
  Manager
  Ken Ganley
  Chrysler Dodge Jeep Ram of Aurora

  Customer Answer

  Date: 11/05/2024

   I am rejecting this response because: The transmission was failing when I purchased the vehicle.  I have driven the van under 2,000.00 and have been in contact with the service department voicing my concerns from the start.  If the van was a few thousand dollars I would understand but when you purchase anything for $20,000.00 you expect to have a durable working good/vehicle.  The buyer should not be responsible for replacing a transmission in a vehicle that has not been driven by the buyer for no period of time because it has been at the dealership for service.  The van was supposibly serviced twice for the transmission now after a closer look it needs to be replaced.  If the transmission is bad now it was bad in June. This repair proposal still doesn't address the electrical issues the van has with the battery indicator lights, compartment dome lights coming on anytime.  The van has multiple problems and I made the dealership aware I have been pushed off and lied to for several months now the dealership once to say I've had the vehicle to long.  

   

  
  

• Initial Complaint

  Date:09/19/2023

  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 was in an accident at the end of July.
  I took it to this body shop for repairs.
  Quoted 80 hours of repairs or about 6 weeks.
  Was sent an email on Aug 16th saying the current ETA was for end of next week.
  Have been told every week since that my car will be done by end of next week.
  My insurance was told they would be done with repairs beginning of this week.
  Today they informed me it will still be a few weeks because they are still trying to finish painting it (they have been painting it for over 3 weeks now).
  
  In total, the repair time has stretched to 8 weeks as of right now, but according to them it won’t be done until we are past the 10 week mark.
  
  Their explanation is that they have a lot of cars and can only paint so much which isn’t an excuse for making misleading ETAs to both me and my insurance.
  
  It’s been so long that I am now having to rent a car that costs me $40 a day to rent which I cannot afford to pay for weeks on end.
  
  I would like help getting this resolved as soon as possible, and I would like them to cover some of my renting expenses due to their false promises costing me money and time.

  

  Business Response

  Date: 09/20/2023

  Mr. ************'s insurance company reviewed his vehicle on 8-8 at 4pm. The estimate, excluding suspension damage was 106.2 hours or approximately 27 working days. The working days estimate puts the job out till 9-19. We received the last of his parts on 8-14 and are doing what we can to get the work completed in a timely fashion. Mr. ************ is welcome to reach out to me directly if he's unsatisfied with our Collision Center Manager's answers.
  
  Thanks,

  ** ******

  General Manager