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:03/26/2025

  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 had my truck towed to North Olmsted Ram 2/24/25 after noticing a knocking sound in the engine and the battery light coming on. I was told that the truck was not driveable and instructed by the service manager to have it towed to the dealer for repair. Once diagnosed, it was determined to be the alternator generator which was covered under my extended Mopar warranty and I was told the part was ordered and they'd get back when it was ready for pickup. A week went by, I called to inquire they told me the part should be in any day and they had no loaners available. The next week, same story. I asked the if they could track the part and they indicated it was coming UPS but they had no way to track it and again they had no loaners. By week three I was getting really upset and called the general manager twice before getting a call back. He said right now it looks like the part would be in the 24th but that could change. He gave me a number to call customer service to escalate the case and said often hearing directly from the customer makes things happen. After talking to him and customer service I finally got a rental. I was given a case# and a case manager. The 24th came and went (now its over a month). I called again, the part is supposedly on back order but I was easily able to find the part online at Rock Auto. I was told they cant buy from there and if I buy it myself it wouldn't be covered. Left messages yesterday with case manager, general manager and service manager. Only the service manager called me back and now the part isn't expected until the 7th of April. He called this morning saying the loaner they gave me was a new truck off the lot and it had sold so they need to give me another one. I went and swapped them this afternoon wasting more of my time. I am working at a campground an hour away and typically tow my trailer there but have no truck and was told loaner restriction prohibits towing so I'm having to drive back and forth daily. MAD!

  Business Response

  Date: 03/27/2025

  We have been doing everything we can to get the alternator for this customer. The part is on backorder from the factory. He inquired about a part from Rock Auto and I explained to him the factory would not cover the cost of that alternator as it was not a Mopar part. I told him I would get him a vehicle to drive while his truck was down. We talked about how many miles could be driven on the service loaner cars and I told him 500-600 miles total. He needed a vehicle and we put him in the only vehicle we had available which had over 400 miles already on it. We added more vehicles into our service fleet with him in mind to get him into another vehicle with lower miles on it. Unfortunately he did have to stop in and swap service loaners. We are doing everything we can to get the part for him. It has been escalated up as high as we can in the Stellantis ordering system, our Service Rep has also been trying to aid in getting the part and we had the customer call Stellantis himself to have his voice heard at the factory level to help aid in getting the part. We understand the inconvenience and frustration on the customers behalf and are doing what we can to assist him. As soon as we get the part his truck will be first in line for the repair. 

  Customer Answer

  Date: 03/28/2025

  After waiting 5 weeks, the issue was resolved within 48 hours of contacting BBB. Thank you! The repair is complete and I have my truck back!!
  
  
  
  ***** ******
  
  
  
  
  

• Initial Complaint

  Date:03/20/2024

  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 just had the engine in my Jeep replaced by North Olmstead CDJR. It supposedly has a three year warranty! I called them on 3/11 and was to bring it in on 3/20…now Wayne said they couldn’t look at it! There’s nothing they can do! Jeep corporate for some reason is saying they don’t have to but not saying if I take it to another dealer if they are going to honor the 3 year warranty! My check engine light is on!
  
  The first time I paid over $1100. The second time Chyrsler said to replace engine. Took them awhile to fix it!
  
  Now they just refuse!! I wrote Jeep!!

  Business Response

  Date: 03/21/2024

  This customer came to us with a battery issue originally and the batteries originally failed the test however the customer elected not to have the batteries replaced. This was the first time we had seen the car in service for about 54,000 miles and was out of the factory warranty and had about 61,000 miles on it. It then came back around 62,000 miles with another issue. We replaced the oil cooler which was leaking and she paid for that repair. She came back shortly with another issue with the engine and we found the engine was in need of replacement. She had no records of oil changes (none) and was outside of the factory warranty and while we were trying to get assistance from the factory rep she gave us a bad survey at the factory, put in a complaint with the BBB and a bad google review. Once again, all while we were trying to get her assistance. Even though she blasted us we were still able to get the factory rep to assist and we were able to get her a new engine and no cost to her. It took a while to get the parts but we placed her into a rental car at no cost to her so she had transportation. When we installed the new engine we needed to drive her car to road test it and make sure it was operating properly however her front tires where so badly worn (down to the cords) that we installed 2 front tires so it was safe for us to drive and we kept those tires on the car at no charge to the customer. We then noticed the trans cooler was also leaking. That was also out of warranty, however we were able to get the factory rep to cover that as well so there was not cost to the customer. When doing the final test drive to make sure the car was correct we noted the radio was having some issues. We informed the customer of this and that we had nothing to do with the radio as we didn't work on the radio. The customer then came back and blamed us for the radio and we had to cover the radio as well. When she returned the rentals cars they smelled like a foreign substance and they needed to be chemically treated before we could issue them to another service customer or sell them, which costs us time and money. That is why will will not place her into any of our rental cars.

  This is a customer who does not maintain their vehicle and every time something goes wrong she complains to the highest levels she can to get her car covered for free. She paid for an oil cooler and got the oil cooler replaced, along with the engine, trans cooler, 2 tires and a radio and free rentals cars. Every time something else happens she blames us so she doesn't have to pay.

  We talked to the factory rep who assisted us with all those repairs and explained why we don't want to work on her car anymore. She understands and said any repairs that would be warranted from our repairs could be warranted from another dealer.  This is why the customer is no longer welcome at this dealership. 

• Initial Complaint

  Date:09/26/2023

  Type:Customer Service 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 vehicle from this dealership. I am having an issue with oil in my coolant. I do not have coolant in my engine oil though. Now it could be it needs a flush or an engine oil cooler part! However they have the worse service department. You don’t get returned calls. I have left so many messages! I called and chatted with Jeep. Specialist said I need to get a diagnosis from the dealership!
  
  Absolutely will never buy a Jeep from this dealership again! The total disregard they have for customers!
  
  I just want an appointment! They had my car in their shop for my stop/start but never did the multi point inspection.
  
  Just want a call because it could be the engine oil cooler and not gaskets or a blown head!

  Business Response

  Date: 09/28/2023

  The customer brought their car in on August 17th 2023 with the stop/start light on. We tested the batteries and found that it needed 2 batteries which is why the stop/start light was on. The customer did not want us replacing the batteries, they paid the $43.15 diagnostic and left. Now she is being told by ********* that she needs a motor because there is coolant in her oil. ****** has since talked to ***** in service who told her to bring in the car, and **** the sales manager who told her to bring in her car and she still has not done so. She also told **** that it starting to sputter after an oil or coolant change at Take 5 Oil Change yet has NOT contacted them since it started right after that visit. We have never looked at her car for this issue nor have we done anything to cause this issue.