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:06/03/2025

  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.

  Mu husband dropped off my 2017 Chrysler Pacifica to Elmwood DCJR to have my remanufactured ECM programmed they charged us $180 to attempt the programming on the ***. They called my husband and told him they couldn't do it to get another one and try another one. My husband got them another remanufactured *** and they called my husband again saying that would could not be programmed as well that we have to purchase a new one. We purchased a new one from the dealer. When the *** arrived at the dealership they programmed it and charged us for the new part and another $180 to program that ECM. They called my husband and told me my car was all set and all it needed was a new Camshaft Position Sensor for Bank 1. My husband went my father to pickup up our Pacifica today June 3, 2025. My husband and father arrived at the dealership and paid them $1175.00 to pay for parts and the programming fees. After my husband received the keys he proceeded to get into my vehicle only to notice the screws in the center console and hood open on the instrument panel. My husband got out of my vehicle and opened the hood to notice that our whole air intake had not been put back into the vehicle. My husband went inside to let them know and they had someone come out and put it back together. He then tried to drive home the van had no power so my husband went back to let them know and they wanted him to pay more money to look at it. After already paying $1175.00. They obviously did not test drive it, they didn't even put it back together they were going to leave it like that and let me drive home. When he went back and was told that they were going to charge more only to diagnose it. I told him to drive the van home, when he tried the van wouldn't go in reverse so he had to get it towed. They didn't care about that either. He had to pay $25.00 more to have it towed back to our house. They never should have said it was ready without driving it and not even putting it back together.

  Business Response

  Date: 06/09/2025

  ON THE WEEK OF 5/12, *** ******* ********* CALLED ASKING TO MAKE AN APPOINTMENT TO PROGRAM AN AFTERMARKET POWERTRAIN CONTROL MODULE THAT HE HAD ALREADY INSTALLED IN THE VEHICLE. SERVICE ADVISOR ***** ******* SET UP THE APPOINTMENT FOR MONDAY 5/19. UPON MAKING THE APPOINTMENT SHE ASKED *** ********* IF HE WANTED THE VEHICLE DIAGNOSED AS THERE WAS NO CLEAR EXPLAINATION AS TO WHY HE INSTALLED AN AFTERMARKET ***. *** ********* DECLINED THE DIAGNOSIS BECAUSE HE HAD *******D THE SYMPTOMS OF THE VEHICLE AND ******* POINTED TO A FAULTY ***. AT THAT TIME *** ********* WAS ALSO ADVISED THAT THE PROGRAMMING *** WAS $179.00 REGARDLESS OF IF THE PROGRAM TOOK TO THE *** OR NOT. *** ********* UNDERSTOOD AND TOWED THE VEHICLE IN ON MONDAY 5/19. WITHIN DAYS THE VEHICLE WAS PUSHED INTO THE SHOP TO ATTEMPT THE PROGRAM ON THE ALREADY INSTALLED AFTERMARKET ***. THE TECHNICIAN WAS UNABLE TO COMMUNICATE WITH THE INSTALLED *** AND THE *** WAS UNABLE TO BE PROGRAMED. *** ********* WAS CALLED BY *** ******* AND WAS TOLD THAT THE PROGRAM WOULD NOT GO THROUGH ON THE ***. *** ********* TOLD *** ******* THAT HE HAS A WARRANTY ON THE *** THAT HE INSTALLED AND HE WOULD RETURN THAT *** FOR ANOTHER AFTERMARKET ***. *** ******* ONCE AGAIN ADVISED OF THE *** OF $179.00 TO PERFORM ANOTHER PROGRAM ON THE NEW *** THAT *** ********* WAS GOING TO PROVIDE. ON THURSDAY 5/29 AT APPROX: 5:30PM *** ********* CAME INTO ELMWOOD CDJR AND INSTALLED THE REPLACEMENT *** HIMSELF BECAUSE HE DID NOT WANT TO PAY TO HAVE A TECHNICIAN INSTALL THE ***. HE WAS ONLY WILLING TO PAY FOR THE PROGRAMING ***. THE FOLLOWING DAY, FRIDAY 5/30 THE TECHNICAIN ATTEMPTED TO PROGRAM THE NEWLY INSTALLED AFTERMARKET ***. AGAIN, THE PROGRAM WOULD NOT TAKE AS THAT *** WAS ALREADY VIN CODED TO ANOTHER VEHICLE (ONCE A *** IS VIN CODED IT CANNOT BE PROGRAMED TO ANY OTHER VEHICLE). *** ********* WAS AGAIN CALLED BY *** ******* AND TOLD ONCE AGAIN THAT THE *** WOULD NOT PROGRAM. *** ******* STRONGLY ADVISED TO INSTALL A NEW FACTORY ***. *** ******* QUOTED *** ********* A TOTAL PRICE FOR THE NEW FACTORY ***, THE PROGRAM *** FOR THE FACTORY *** AND THE 2 PROGRAM ***S FOR THE ATTEMPTED PROGRAM OF THE 2 PREVIOUSLY INSTALLED AFTERMARKET ***S. *** ********* TOLD *** ******* THAT HE WOULD HAVE TO DISCUSS THE ABOVE WITH HIS WIFE. THE NEXT DAY *** ********* CALLED AND OKD TO HAVE A FACTORY *** ORDERED, INSTALLED AND PROGRAMED. THE *** ARRIVEDON 6/3, WAS INSTALLED AND WAS PROGRAMED TO THE VEHICLE. *** CHAMPAGNES 2017 CHRYSLER PACIFICA NOW STARTED AFTER A VERY LONG CRANKING TIME. THE CHECK ENGINE LIGHT AND THE *** LIGHT WERE ALSO ILLUMINATED ON THE DASH. THE TECHNICIAN SCANNED THE VEHICLE AND RETRIEVED SEVERAL **** ONE IN PARTICULAR BEING FOR THE CAM SENSOR BANK 1 WHICH WOULD ATTRIBUTE TO THE LONG CRANK TIME WHEN STARTING THE VEHICLE. *** ********* WAS CALLED AND INFORMED OF ALL OF THIS BY *** ******* AND WAS ALSO ASKED IF HE WANTED THE VEHICLE DIAGNOSED FOR THE **** THAT WERE PRESENT. *** ********* DECLINED. *** ******* FAILED TO LET THE TECHICIAN KNOW THAT *** ********* DID NOT WANT THE VEHICLE DIAGNOSED ANY FURTHER, GIVEN THE REASON FOR THE VEHICLE NOT BEING PUT BACK TOGETHER AS THE TECHNICIAN WAS WAITING TO SEE IF HE HAD TO FURTHER DIAGNOSE THE VEHICLE. *** ******* TOLD *** ********* THAT SHE WAS GOING TO COMPLETE THE WORK ORDER AND CALL WHEN THE VEHICLE AND PAPERWORK WERE READY. *** ******* THOUGHT THE VEHICLE WAS PUT BACK TOGETHER AND WAS UNAWARE IT WASNT WHEN SHE CALLED *** ********* AND LEFT A MESSAGE TO LET HIM KNOW THE VEHICLE WAS READY FOR PICK-UP. HOWEVER, MRS. ********* CALLED AFTER RECEIVING THE MESSAGE THAT *** ******* LEFT *** ********** *** ******* ONCE AGAIN LET MRS. ********* KNOW THAT THE VEHICLE WAS READY. *** ********* CAME IN ON THE SAME DAY 6/3 TO PICK UP THE VEHICLE. UPON RETRIEVING HIS VEHICLE, MR ********* FOUND THE AIR INTAKE NOT PUT BACK TOGETHER. *** ******* APOLOGIZED IMMEDIATELY AND SENT A TECHNICIAN OUT TO REINSTALL THE AIR INTAKE (WHICH TOOK A MATTER OF MINUTES). *** ********* ATTEMPTED TO LEAVE AND THE VEHICLE HAD NO REVERSE. *** ********* CAME BACK IN TO SPEAK TO *** ******* WHO WENT OUT TO THE VEHICLE AND SCANNED IT FOR CODES (EVEN THOUGH THIS VEHICLE GOT TOWED TO ELMWOOD CDJR TO ONLY HAVE A *** PROGRAMED). THE ORIGINAL CODES THAT THE TECHNICIAN HAD FOUND WERE STILL PRESENT AS WELL AS CAMSENSOR CODES. *** ********* THEN STATED THAT HE HAD JUST INSTALLED 1 CAMSENSOR HIMSELF WITH ORIELLY AUTO PARTS AFTERMARKET CAMSENSOR. *** ******* AGAIN ADVISED TO HAVE THE VEHICLE FULLY DIAGNOSED. WHICH *** ********* AGAIN DECLINED. *** ********* THEN TOWED THE VEHICLE OUT. LATE THAT SAME AFTERNOON, MRS. ********* CALLED AND SPOKE TO SERVICE MANAGER TEE ******* MRS. ********* SPOKE HER SIDE TO *** ******* *** ****** TOLD MRS. ********* THAT *** ********* DECLINED ALL DIAGNOTICS ON THE VEHICLE AND THAT ELMWOOD WAS ONLY TOLD TO PROGRAM A ***. *** ****** ALSO ASKED MRS. ********* VERBATEM WHAT ISSUES WAS THE VEHICLE HAVING TO HAVE YOUR HUSBAND ******* THE CONCERN AND REPLACE THE *** TO WHICH *** ********* REPLIED, THE CAR KEPT STALLING AND THE CHECK ENGINE LIGHT WAS ON FOR A SENSOR. *** ********* WAS TOLD BY *** ****** THAT OBVIOUSLY WHAT *** ********* THOUGHT WAS THE FIX WAS NOT HOWEVER THERE WAS NO CERTAIN WAY TO KNOW AS ELMWOOD CDJR NEVER DIAGNOSED THE CONCERN TO START. *** ****** AT THAT POINT TOLD *** ********* THAT HER PACIFICA SHOULD BE PROPERLY DIAGNOSED BY A LICENSED FACTORY TRAINED TECHNICIAN WHETHER IT BE AT ELMWOOD CDJR OR ANOTHER CDJR FACILITY. I AM, WITHOUT ANY RESONABLE DOUBT, 100 PERCENT CERTAIN THAT ELMWOOD CDJR DID NOT PLAY ANY FAULT IN WHAT *** AND MRS. ********* ARE ALLEGING. ELMWOOD CDJR ADVISED THE CHAMPAGNES SEVERAL TIMES OF ALL ***S AND WERE THROROUGHLY TRANSPARENT.

• Initial Complaint

  Date:12/30/2024

  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.

  Bought 2024 Dodge Ram Bighorn 1500 on 11/23/24. On delivery day these things were wrong: Broken wire harness in tailgate for backup cameras. Poorly detailed: stain on driver's seat, mud in grill, dirty windows. Scratches on bed of truck which salesperson tried to fix with rubbing compound. More scratches on hood and elsewhere noticed when brought home. Mileage increased from time of payment to time of pickup (from 124 to 224 miles). Compensation offered: New wire harness to be ordered/installed and $500 which we asked be given as rail kit instead to be ordered/installed. The whole time we were at this dealership they kept hounding us to fill out their survey and give them 10s. After seeing they filed a form stating we received the vehicle in perfect condition, we filled out the survey but gave less than 10 and told of issues. apparently this angered the general sales manager because we waited 4 weeks then finally contacted them to see if these things were in and he told us the deal was off the table because of our survey! He was insolent about it too. That vehicle should have been in top condition on receipt in the first place. They should have not been so insistent on the survey until after they compensated us. What I would like is to get a refund of $550 for the maintenance contract because I will not be bringing my vehicle back to them! Also, the rail kit and the wire harness should still be compensation and be installed at another dealership. Other things we've noticed such as Lane Departure feature not working, but we will deal with this with another dealer.

  Business Response

  Date: 01/03/2025

  I am the Service Director ***, I will discuss this complaint with the General Sales Manager and respond back no later then 1/6/2025. 

  Customer Answer

  Date: 01/14/2025

  Better Business Bureau:I have business hi and have determined that the response ya does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I have not heard back from this business and nothing had been addressed or resolved
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  Business Response

  Date: 01/17/2025

  I spoke with *** ******** our sales manager and Mr. *********** tailgate harness is here at the dealership. We will install the part at Mr. ********* convenience or be happy to send the part to a neighboring dealer. 

   

  *** *******

   

  Customer Answer

  Date: 01/23/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  
  I want the tailgate harness to be sent to Stateline Chrysler Jeep Dodge Ram, ****************************************************************************** Where it will be installed with no added charge to me. However, the issue of the promised cargo rack has not been addressed as well as the $550 maintenance contract for which I want either a full refund or transferred to the above mentioned dealership. I do not want to return to Elmwood at all.

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  Business Response

  Date: 02/12/2025

  I will speak to the sales manager *** ******** tomorrow as he is off today. 

  *** *******, service director. 

• Initial Complaint

  Date:02/15/2024

  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 my 2016 **** 500c in 2022. I purchased an extended warranty. I have had several issues that was not covered. my trunk would not open for almost a yr they ordered the part which also took almost a year to come in. They get the part replace it they triggered all these electrical issues which they have had my car for a month still not fixed. I had to argue to get a courtesy car which they only gave to me for 12 days. ***** was given the car to fix issue not resolved they want me to pay 270 to have them see what is wrong and go from there which they say is electrical and warranty does not cover. I demanded it be returned to me and they did it is worse than what i gave to them,. They did not put the face plate back on, screws left on the floor. I cant use my radio asking me for a security code which i dont and never had. I am truly disgusted with Elmwood auto group and Tasca. They said when i am ready to fix it to call them to set up an appointment. Every time they had my car it got worse and worse, more issues. I have had to miss work. I do not know what to do. I am so frustrated and my vehicle is a mess. this is not my fault the stress this has caused me is enormous. they just keep telling me there is nothing they can do and when im ready to call them

  Customer Answer

  Date: 02/26/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:02/14/2023

  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.

  Please see attachment.

  Business Response

  Date: 02/15/2023

  This dealership was more than fair when completing the heat issue brought to the dealerships attention after the customer picked up her vehicle. 

  Customer Answer

  Date: 02/25/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.
  

  Elmwoods response did not address or respond to the issues outlined in my complaint.  They were not fair in their dealings.  As explained in my complaint, Elmwood charged me approximately $7k to repair a heater issue on the drivers side of my car (as well as some other small issues).  I paid Elmwood only to realize that they did not fix this issue despite what they had claimed over over the phone and wrote in their write up - removed and replaced radiator. Test heat operation. Working as designed. Verified repair.  After much back and forth with Elmwood, they finally looked at the car a week later and charged me another $368.76. I paid the $368.76 only to get my car back but am disputing this charge for the reasons outlined in my complaint.  
  

  Thank you.

  FAQ
  
  Regards,

  ********

   

   

  Business Response

  Date: 02/28/2023

  ************************************ is a good customer of ********************** and I apologize for the misunderstanding in the repair of her 2014 jeep. The $180.00 in the labor column was for the rental as ******************* had the rental over the weekend. I did have a conversation with *********************** sister about paying for parts only on the Actuator repair. I will honor that conversation and refund ******************** the $180.00. We value ******************* as a customer and again I apologize for any inconvenience.

  ********************* Tell us why here...