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:04/01/2025

  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 brand new **** through lease in Feb 2024. In December 2024 my check engine light came on. I scheduled an appointment and dropped the vehicle off 1/1/2025. The next day i received a call that the coolant system had a problem and 3 parts would need to be ***laced. They also stated the found a leak in the transmission and that would need to be ***laced but it was on backorder. My service *** told me she would check weekly and update me on the status. The vehicle had just over 9000 miles at this point. They also told me they ***** have a loaner with a list 17 people long and no vehicles available. After some back and forth, stating i needed a vehicle to get to and from work they gave me one in line for the body shop but they would swap it out once something was available. I never hear anything from the dealership unless I called every couple weeks. On 2/6 I called for an update and the service *** told me she just found out today my order for a transmission was cancelled, they would ***lace the order but wouldnt know if it would be cancelled for 48 hours. I asked what my options were as i was about to make payment #2 on a vehicle i wasnt driving. They said contact **** customer care and file a complaint. I did that and within 2 days the *** there said my part would be in in 2 days. On 2/10 they called back to tell me it was at the dealership. Still no word from them so 2/17 i called and my service *** ***** even know the part was there. She told me it wouldnt take long to get fixed she would call with an update. After many calls from **** customer care stating they reached out to the dealership and left messages with no response i found out on 2/27 the work wasnt even started yet. On 3/17 i finally picked up my vehicle. At that point they had billed the warranty company $13,600. On 3/22 my vehicle started uncontrollably shaking and the check engine light flashing again. Unfortunately i am out of characters to continue from here please call for more.

  Business Response

  Date: 04/21/2025

  We were able to resolve this complaint by working with the customer to get them into a new vehicle.

• Initial Complaint

  Date:01/07/2025

  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 originally took my car back to the dealer that I bought it because of the defective bumper clips that is causing my bumper to hang and have a space and for a braking issue. The service advisor ****** was ok at first but once they inspected my car and made it worse, added the wrong mileage to my car fax, he got rude and stopped communicating. Wagoneer said the manager and his boss would call me to have the problem fixed and they would correct the error on my mileage but nothing has been done. My granny just died and I drove to ****** and now my mileage will soon be over the warranty. Please help.

  Business Response

  Date: 01/22/2025

  The claim to repair the bumper was denied by the Stellantis warranty department.  After submitting pictures, they decided the condition is within acceptable fit and finish for the vehicle.  Additionally, I have also attached the documentation of us correcting the mileage.  This should address that concern.  Unfortunately, Ms. ******** will have to contact Jeep customer care if she wants to get this covered by warranty.  Faulkner has taken it as far as we are able to.

• Initial Complaint

  Date:03/13/2024

  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.

  Bought new 2023 jeep rubicon 4xe on 10/25/23. It hasnt worked properly. The radio doesnt work correctly and Im not getting the electric mileage they claim it to have. Took to local dealership to be fixed, they replaced the radio and told me to read my owners manual to fix the electric mileage) Got it back and still didnt work. Took it back to Faulkner (dealership I bought it from) on December 30th 2023 and still do not have it. They have been working on it for 11weeks and now want to release it to me without being fixed

  Business Response

  Date: 03/22/2024

  We have reviewed the complaint filed with your office by ************************* (********************) regarding her 2023 Jeep
  Wrangler, bearing VIN ***************** (the Vehicle).
  ******************** indicates in her complaint that the ************** was not working properly. She brought the Vehicle
  to another dealer who replaced the radio unit. Despite its replacement, ******************** reported she still had issues
  with the **************, and more specifically, the ******** Assist call feature. She then brought the Vehicle to
  Faulkner on or about January 4, 2024, for further diagnosis and repair.
  Faulkner was able to verify the existence of the issue ******************** experienced with the **************. Over the
  course of several weeks, Faulkners technicians worked diligently to identify the cause and ultimately remedy the
  issue. This includes contacting Sirius XM to verify the new radios information, conducting in-depth troubleshooting
  with the ******** manufacturer, Stellantis, verifying the unit had active cellular service with adequate signal,
  performing a hard reset, testing the radio functions with the Vehicle in various conditions, working to obtain the
  radios diagnostic logs, and forcing an over-the-air update of the radios software. As of today, the **************
  functions are operating as designed.
  ******************** also complained that the ******** electric mode would not work. Faulkners staff verified that all of
  the ******** driving modes are operating normally. My understanding is the Vehicle is being returned to Ms.
  ******** in the next day or so.
  It is important to note that despite the fact the Vehicle was brought in for a concern that was not related to its
  drivability, Faulkner has provided ******************** with a loaner vehicle while the Vehicle was in Faulkner possession
  at no cost to her

• Initial Complaint

  Date:04/20/2023

  Type:Order 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.

  On August 2022 I placed $500 down on a vehicle at Fulkner dodge. The vehicle was not out yet. It was the seventh car of the last call additions at Dodge(now known as the ********) I put the money down at the dealership. Fulkner Dodge manager took my money and said that I got the first one when it comes in. ***** the salesman texted me that I’m first on the list. I was told don’t worry you get the first ***** *** that they get allocated. They told me I still have the number one car out of the two that they got allocated several times but they don’t have an order form yet. I called them several times and stopped in several times and they said they don’t have the order form yet and I will still get the allocation. Two weeks went by after the car came out. The dealership called me and told me that the owners are buying the cars and that customers that have spent a lot more money than me were turned down for getting this car. I’m the only one that gave $500 for this car specifically, they told me that they’ll give me any other car on the dealership or at the dealership for cost and then said they felt so bad they give it to me below cost. I still have not got my $500 back and they violated a contractual obligation.

  Business Response

  Date: 04/21/2023

  Our allocation for the ***** *** was never offered to the public for sale.  It has been retained internally we will have someone reach out and refund the $500 ASAP.  We apologize for any confusion.

• Initial Complaint

  Date:04/16/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 bought a used vehicle in 2019 from faulkner Dodge Ram and fiat. when I bought the vehicle it has the 39177 miles on. my sales person told me that they have good vehicle coverage thru ** *********. he told they have premier coverage that cover vehicle for 75000 miles or 72 months which ever comes first for the price of 1759.00. he told me that the covers will good till my vehicle reach 114,177. so I got the coverage on vehicle. now I had a little issue with my vehicle I reached to ** ********* for help they told me my coverage is expired because my vehicle has about 91000 miles on. when I explained that my vehicle should be good till 114,177 they said it expired when mu odometer reading reached at 75000 that makes the coverage for only good for 35823. they told me to not contact them contact dealership. I went to dealership on Saturday. I spoke with finance manage ***** *******. I explained ***** then problem first he said he is not gonna speak for what happed four years ago. when I told him that I bought vehicle from this dealership showed him salesman signatures. he said none of his guys did this deal he does not know who sold me the vehicle. after I said he said that guy no longer works here. I showed him the deal number you have the paper work for this deal he agreed. he said the salesman sold me vehicle he is not here so they not responsible for that salesman. there is nothing they gonna do about this issue.

• Initial Complaint

  Date:11/17/2022

  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 bought a brand new **** ******** a couple months ago from Faulkner. I tried to use my defroster recently only to find it was not working correctly and not blowing any air to the drivers side of the windshield. my windshield fogged over and I couldn't see. luckily, I made it home safe. I contacted Faulkner the next day. they are not able to look at my **** until dec 14th. I asked for a loaner vehicle until mine is fixed because mine is unsafe to drive without the defroster working right. they refused to provide me with a loaner vehicle even though my **** with less than 1000 miles has a safety issue.

  Business Response

  Date: 11/23/2022

  Our service manager reached out yesterday, 11-22-22, to ********************** to offer him a loaner vehicle.  We apologize to ********************** for any inconvenience, but our service facility is extremely busy which has pushed back wait times for repairs.  Starting in January we are breaking ground on a multi million dollar service expansion to address our longer than normal service wait times. Additionally, due to the new vehicle shortages our loaner fleet has reduced inventory.  We have placed an additional vehicle in loaner service for him and we are waiting to hear back from him as to when he would like to pick it up.

• Initial Complaint

  Date:09/17/2022

  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 have taking my truck into the dealer to get the lifters fixed on the truck then they called and said since it was going threw warranty the warranty company has to come out and look and approve all the work before they do anything then I they called and said there gonna replace the engine since it was cheaper the. Replacing just the part. Well they replaced the engine when the got it in they called me and said I would only be paying around 400-500 bucks because warranty would cover it well she called me the next day and said while they were putting it in the water pump need replaced and told me the warranty would cover it and the exhaust manifold needed replaced and I told them no to the manifold because warranty wouldn’t cover it and I had them at home I would do that so they they called me and told me the truck was done I went to pick it up and she charged me 1100 and I was told 400-500 well she charged me for bolts to exhaust manifold and changed water pump and they never called and told me or called and told me warranty would not cover it and told me I had to pay for it they NEVER told me anything well I paid the 1100 and then went to leave in my truck well I go to start it and there is NO power in the truck and it does not start I go in and tell them and she said we were just driving it I said well there’s no power and you guys got grease stains all over my interior and seats, the mechanics came out and hook up some tests to the truck and then replaced my battery put and brand new one in and it still did not start they finally got it to start and said if you have anymore problems call is well I had more problems the next day it would not start and they had to tow it back to the dealership and now the truck is not running right still losing power my remote start don’t work anymore since they worked on it. My truck ran better with the bad engine then the new one they just put in and I been calling managers and no one will return my call . Please help me 

  Business Response

  Date: 10/06/2022

  ********************** brought his vehicle to us 5/20/2022 with a concern of a ticking noise on startup and provided an aftermarket extended warranty through ******************(***). After diagnosis our technician recommended replacing the engine lifters and a camshaft, the warranty company did not want to pay the labor involved so they opted to send us a salvage yard USED engine. We had let ********************** know that his exhaust manifolds on the truck were leaking and the engine his warranty company sent had a leaking water pump we stressed it would save time and money to replace these components now while the engine is out of the vehicle, at that time ********************** approved the water pump replacement with a new thermostat. He let our service advisor know that he did not want us to replace the exhaust manifolds stating he had them at home. We explained several times that there would be no labor involved to install them if he merely supplied us with them as we would already have them off of the engine, he declined to do so. The extended warranty did not cover any hardware to install the used engine they supplied, as there were broken exhaust manifold bolts and downpipe hardware needed to reassemble the engine and install, ********************** approved the hardware needed to perform the repairs. We had also informed ********************** that his battery was weak and should be replaced, he declined battery replacement. We did jump start the vehicle so that he may drive it home when picking up 7/11/2022. Shortly after picking the vehicle up ********************** called in to let us know that the vehicle would not start and that there were stains in the interior he claimed were not there before the repairs were completed, our dealership facilitated and paid to have the vehicle towed back to the dealership 7/13/2022. At that time we replaced the battery we had recommended to ********************** at no cost, we could not diagnose a no start concern without a functional battery. Diagnosis led to a failed TIPM(total integrated power module) we found corrosion in the module internally causing failure. We at that time called in to ******** **********(***) on behalf of ********************** to obtain approval to replace the ***** they declined stating it was not a covered component. ********************** declined the repairs as well, we fully detailed the vehicle at no cost before returning the vehicle to **********************. In regards to the remote start concern, the system is an aftermarket device. My technicians are not trained on these systems and would not diagnose as such, there is a possibility that the failed TIPM may be causing issues with the system as well. In regards to phone calls to managers, Myself along with store and department managers have yet to receive any calls from **********************, he did schedule an appointment  for 9/28/2022 to address the remote start not working and an ABS light concern. ********************** did not show for this appointment and we have not hear from his since then, Please let us know if there is any other information needed on this matter.  It is our opinion that most of ************************** issues are not with Faulkner but the fact that his warranty company is not covering the additional repairs needed to properly repair the vehicle. 

  Customer Answer

  Date: 10/06/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  They called me and told me about the exhaust manifold and the water pump yes but told me they were calling the warranty to fix it they never called and told me that the warranty would not pay for the water pump until they called and told me the truck was done and I asked how much it was they could off told me that I had to pay for it and the truck was never fully detailed from there mechanics putting dirty parts all inside the truck when there is a whole bed with a cover. So yes I am not happy with them I have spoke with multiple people there  and emailed and called the supervisor and manager there I have proof. And the mechanics that even worked on my truck even told me that my advisor told him the warranty was paying for my water pump and he didn't even know that she charged me and DIDNT EVEN CALL AND TELL ME. This is the worst experience I have EVER had with a dealership. And they never told me that I had to replace the battery until I came to pick the truck up when it was DONE and they didn't even know why it wouldn't start day off pick up even replacing the battery it still would not start so they are putting things in thus response that they have never told me and there not in order at all. I am taking my business somewhere else . There doing things to the truck and never calling to get my approval and then charge me for it getting my truck all dirty and not cleaning and telling me I have to schedule a full detail not happy at all 
  
  Regards,
  
  *********************************