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:07/17/2025

  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 had one of the worst experiences purchasing and servicing a vehicle at your dealership. I was sold a package that was marketed as including GPS, wheel locks, and ceramic paint protection. None of these features were present on the vehicle when I took delivery.Three weeks later, I brought the car in for a steering alignment because the steering wheel was noticeably slanted. I was then informed that the issue stemmed from aftermarket wheelswheels that were already on the vehicle when I purchased it from your dealership. This should have been disclosed upfront and properly addressed before the sale.During the same visit, I reported a noticeable draft coming from the passenger-side window. The service advisor initially told me no noise was detected. I insisted that a technician join me for a test drive, and during the ride, the draft was clearly audible. The technician acknowledged hearing it, but was under the impression the issue started only after the alignment. I clarified that the draft was an ongoing problem and that the advisor had told me they didnt hear anything, which the technician then denied sayingmeaning I was either misled or lied ***** make matters worse, I was then told I would need to bring the car back again so they could look into the problem. That was the entire reason I scheduled the appointment in the first place. Now Im expected to drive 40 miles back to the dealership and take additional time off workagainfor an issue that should have been at least properly diagnosed, if not repaired, the first time I brought it in.This kind of miscommunication, lack of accountability, and failure to follow through is unacceptable

  Business Response

  Date: 07/19/2025

  We have tried to reach out several times to the customer in an attempt to rectify the issues he is having, however, have not bee successful yet.  ********** manager **** ******* did reach him the first and the customer said he would call back but has not at this time.  We are more than happy to get these items taken care for the customer but just need to get a time when it is convenient for him to come in so we can.  thanks 

  Customer Answer

  Date: 07/19/2025

  Complaint: 23615917
  
  I am rejecting this response because: I called back twice yesterday and both times I was told that **** was in a meeting and he called me back. I acknowledge he called me twice and both times I was not able to answer. I am willing to work with him just need him to answer. 
  
  Regards,
  
  Ali **** **********

  Business Response

  Date: 07/21/2025

  we did finally get a hold of the customer and he is coming in so we can take a look at his vehicle and rectify the issues he is having.  thanks 

  Customer Answer

  Date: 07/22/2025

  Complaint: 23615917
  
  I am rejecting this response because: until the problem has been resolved also, once the items from the Boerne Protection Package that was mandatory to purchase are put on the vehicle. I.e. wheel locks, door edge guards, ceramic coating etc. 
  
  Regards,
  
  Ali **** **********

• Initial Complaint

  Date:05/19/2025

  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 truck from this dealership in November 2023, and what followed has been one of the most frustrating and disappointing experiences Ive ever had with a business. I later discovered that the truck was originally from ****** and should not have been sold with a U.S. manufacturers warranty. This critical information was never disclosed to me at the time of sale.I only found out after taking the truck in for service under what I thought was a valid powertrain warrantyonly to be told that no such warranty existed due to the truck's Canadian origin. On top of that, I had also purchased an extended Elite Platinum warranty, believing I was protected. I was sold this vehicle under false pretenses, with the impression that it was a safe, smart purchase.When I brought this to the dealerships attention, the general sales manager, ***, initially seemed apologetic and eager to "make things right." He assured me that they would get me out of the truck and into a similar one with no change to my payment, loan, or credit file. I agreed, trusting their word.However, this quickly turned into a bait-and-switch. Instead of honoring their commitment, they tried to run my credit, push me into a different vehicle with higher payments, and increase my loan amountall things I explicitly said I didnt agree to. Once I pushed back, they dropped all concern and said my original vehicle would be ready for pickup in a few days, treating me like I was just another inconvenience.This experience has left me feeling deceived, taken advantage of, and genuinely concerned for other customers who may be misled the same way. What started as a seemingly reputable transaction turned into a complete lack of integrity, transparency, and customer care.

  Business Response

  Date: 06/02/2025

  I reached out to the customer and we are trying to come to a resolution this week.  Thanks 

  Customer Answer

  Date: 06/02/2025

  Complaint: 23350882
  
  I am formally rejecting the dealerships response regarding the sale of a Canadian vehicle to me without proper disclosure that the manufacturers warranty would not be honored in *****************. The dealership has offered a compensation of only $1,500, which I find entirely insufficient given the extent of the misrepresentation, omissions, and resulting damages I have incurred.
  
  
  I am requesting compensation in the amount of $8,500, which reflects the following:
  
  
  Deceptive Sales Practices and Misrepresentation: The vehicle was sold without disclosing that it was a Canadian import and that the **** manufacturer warranty would be invalid. This is a critical omission that significantly impacts the value, safety, and serviceability of the vehicle.
  Loss of Warranty Coverage: I was led to believe I had full manufacturer coverage, which influenced my decision to purchase. The sudden loss of this coverage leaves me exposed to potential repair costs that I should not be liable for.
  Stress and Inconvenience: I have experienced significant stress in trying to resolve this matter. The back-and-forth with the dealership, contacting the manufacturer, and initiating a BBB complaint has taken considerable emotional and mental energy.
  Loss of Wages and Income: I have lost income due to missed work hours related to appointments, travel, and the time taken to address this situation.
  Transportation and Commute Issues: The unexpected warranty void has put me at risk and caused disruptions to my transportation routine, further impacting my day-to-day obligations, including family responsibilities and employment.
  
  
  
  
  I originally requested one of two resolutions:
  
  
  That the dealership swap my current vehicle with another in-house vehicle of equivalent value, without altering the terms of my existing loan, or
  That I be compensated in the amount of $8,500 for the above-stated reasons.
  
  
  
  
  The dealership claims to be working with me, but the offer of $1,500 does not reflect a good faith effort to make me whole. I am not seeking anything beyond fair and reasonable compensation for the tangible and intangible damages caused by this situation.
  
  
  I am asking the BBB to continue facilitating this case so that a resolution can be reached that acknowledges the full scope of the dealerships actions and their impact.
  
  
  Regards,
  
  ***** ****

  Business Response

  Date: 06/03/2025

  Here is everything Boerne Dodge has done, all in good faith to rectify her dissatisfaction.  We spoke a couple of times about the issues, and she came in to the store once to discuss the possibility of trading out of her vehicle.  However,trading out of her vehicle was not going to be a feasible option at this time.  The manufacturer turned down a repair on her vehicle, so out of goodwill Boerne Dodge decided to fix the vehicle at no cost to her.  She currently has about three months left on her manufacturers powertrain warranty, and I told her we would cover everything within the powertrain warranty.  She also has a platinum warranty that was purchased for $2900 that will cover her after that time until 2028.  I also let her know that she has an initialed Carfax in her paperwork that clearly shows that the vehicle originated in ****** but was imported to the ** in 2023 and clearly states the vehicle met all US safety and emissions standards.  So, in short, I offered to reimburse April for the warranty she purchased ($2900), but keeping the coverage till 2028.  I offered to fix her vehicle for the next three months if something were to happen.  And I supplied her with the Carfax, that she has in her paperwork, clearly showing that the vehicle originated from ****** but was able to be sold in the ** as it met all the US safety and emissions standards.  Boerne Dodge has gone up and above to resolve these issues, but it seems we may not be able to satisfy this customer.  Thanks 

  Customer Answer

  Date: 06/03/2025

  Complaint: 23350882
  
  I am rejecting this response because:

  I appreciate the opportunity to respond to Boerne Dodges statement, but unfortunately, their response is not acceptable, nor does it address the core issue at hand.
  
  
  The central problem is that I was sold a Canadian vehicle without being properly informed, which has significantly impacted the validity and accessibility of the **** manufacturer warranty a fact that was only discovered after issues arose with the vehicle. A signed ****** document does not replace full disclosure from the dealership, especially when the implications of buying a Canadian import are not commonly understood by the average consumer. A signature on a multipage document during a high-pressure purchase process does not equate to informed consent.
  
  
  Yes, I did visit the dealership once to discuss options, including the possibility of trading the vehicle in. I was told that trading out of the vehicle was not feasible, despite being misled about its warranty status at purchase.
  
  
  Boerne Dodge only offered to repair the vehicle after the manufacturer denied the warranty repair this is not goodwill; it is a bare minimum response to a vehicle that was misrepresented. The promise to cover powertrain issues for the remaining three months of the manufacturers warranty is meaningless since the warranty itself is in dispute and has already been denied.
  
  
  Additionally, during our discussions, I was clearly advised that I would be taken care of and that no credit applications, loan restructuring, or actions affecting my current financing would take place. Yet, despite these assurances, Boerne Dodge pulled my credit without my consent, adding yet another breach of trust and undermining their credibility.
  
  
  I was also initially told that I would be helped with getting into a different vehicle through an in-house swap, which would not impact my existing loan or require new financing. That turned out to be false. Instead, I was told I would need to proceed with a full trade-in process, which involved submitting a new credit application and securing a completely new loan as if I were a brand new buyer. This is not what was promised.
  
  
  Furthermore, this situation has resulted in real personal and financial losses that Boerne Dodge has failed to acknowledge. I have spent significant time driving back and forth to the dealership, which is not located near my home, and I have had to miss work on multiple occasions causing lost income. On top of that, I pre-scheduled a maintenance appointment for my vehicle elsewhere and lost my deposit because my vehicle was held up longer than expected due to the delays and confusion surrounding warranty approval and how the repair would be funded. These inconveniences are a direct result of the dealerships lack of transparency and poor handling of the situation.
  
  
  At this point, I am requesting a fair resolution. Since Boerne Dodge is not willing to honor their original offer of an in-house vehicle swap, I am proposing the following:
  
  
  That they honor any powertrain-related issues that arise until my extended warranty begins in a few months, and
  That they compensate me $8,500 to reflect the diminished value, lost warranty coverage, breach of trust, and out-of-pocket losses or
  We can negotiate a settlement amount that is more than the $2,900 warranty refund they offered, to close this off to be a fair and reasonable resolution given the circumstances, and I remain open to a constructive dialogue.
  
  

  Regards,
  
  ***** ****

• Initial Complaint

  Date:04/10/2025

  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 initially brought my vehicle to the dealership due to persistent problems with the air conditioning (A/C) system and the passenger sliding door. The A/C would occasionally fail to turn on, blow strongly on low settings or weakly on high, and inconsistently switch between hot and cold airblowing hot air on the passenger side while set to cold, and vice versa. Additionally, the passenger sliding door would lock on its own and would not unlock, creating a safety concern.2.Service Misdiagnosis and Misleading Information:I was assisted by Service Advisor ***** *****, who asked me to list all issues so they could be inspected. I mentioned that the Bluetooth on the radio sometimes did not work but emphasized that the A/C and the door lock were my primary concerns. ***** informed me that a diagnostic would incur a one-time charge, which would be deducted if the service was completed.The next day, ***** stated that the radio had numerous error codes and claimed that these errors were affecting the A/C and door lock. I questioned how the radio could affect these systems, but ***** assured me that all these systems were interconnected. Trusting his expertise, I agreed to proceed with the repair and paid $928.92 on March 5, 2025, followed by the balance of $165.06 on March 12, 2025.3.Return Visit and Specific Request to Check Key Parts:After realizing that the A/C was still malfunctioning, I brought the vehicle back to the dealership during my second visit and specifically asked if they had checked the blend door actuators and blower motors, as I suspected these might be the root cause of the issue. Despite mentioning these parts during this visit, ***** informed me that they had not checked those componentseven though these were the exact parts listed in the March 19, 2025, estimate totaling $3,974.20.4.Escalation to Repair Manager ***** ******:e hose to the radiator was not connected and another hose was loose. I had to fix that.

  Business Response

  Date: 04/23/2025

  Good Morning,

  Please see the attachment in response to the complaint.

  If there are any further questions please feel free to reach out and we are happy to assist.

   

  Thank you

• Initial Complaint

  Date:07/15/2024

  Type:Sales and Advertising 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.

  Went to try and get a vehicle financed and was not approved. Credit was run multiple times after the fact without my knowledge. I've received several text messages with another person's information saying congratulations on your recent purchase. I've called several times to have this corrected. I am told they are not sure how the mix up happened but no resolution. I was told I would be removed from the system but have no proof of that happening. My credit was not the best but now has dropped tremendously below poor.

  Business Response

  Date: 07/15/2024

  We regret that we were unable to assist Ms. ********* in purchasing a vehicle.  And we can confirm that during the cyber attack last month with our DMS and other systems down, there was some errors in contact information.  We can assure ********************* that we have not rerun her credit since her visit and we have rectified the information in our systems.

  Customer Answer

  Date: 07/29/2024

  Complaint: 21984769
  
  I am rejecting this response because:

  I am not satisfied as I am still receiving notifications stating that my information is still attached to a current customers application which is not mine. My credit was run several times by the company in question over the weekend following my transaction there at the dealership. I am not satisfied with the response. 
  
  Regards,
  
  *******************************

  Business Response

  Date: 07/29/2024

  We understand your frustration.  In an attempt to obtain credit on your behalf, we sent your proposal/application to numerous banks to try to get you approved for a loan.  They are required by law to send you these turn down notices.  We only ran your credit one time.  

• Initial Complaint

  Date:07/08/2024

  Type:Sales and Advertising 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 assisting my daughter in the purchase of a used truck the salesman and quoted a price on Tuesday evening and then we negotiated $1000 off that price. Overnight they raised the price $1000 on their website and then when they went back to the original price, the salesman said I can do nothing about it. My sales manager raised the price. They promised GPS ceramic coating and Windshield damage coverage then as my daughter is finalizing her payment they said that the windshield was no longer covered because of the thousand dollars off which they never really gave us Then to add insult to injury the salesman, **** texted my daughter that night, trying to arrange a hook up

  Business Response

  Date: 07/08/2024

  ******************** is not a customer of *********************************************. He did negotiate on his daughter's behalf.  They then left and called back to negotiate some more.  He was not present when his daughter consummated her purchase.  We disagree with his explanation of his daughter's purchase agreement terms.  We do take seriously the accusation of an inappropriate contact between an employee and his daughter and will take appropriate measures, internally.  We would be willing to reduce the $1299 for 2 years of windshield coverage to $799 if ********************* would like to still have that protection.  

• Initial Complaint

  Date:01/12/2024

  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.

  January 8th we paid $443 to pick up our 2022 jeep from Boerne Dodge Jeep Dealership. We bought our Jeep with ****** miles on it from a dealership in ****** *****. It only had one key fob so we took it to Boerne Dodge Jeep Dealership to get another fob. They noticed a light on the dash and said we need to have it taken care of while it still has a warranty. Said it was the start stop feature and usually was the battery. So we took it back for the battery check. They had told us it would take about an hour and a half. We are in our 80s and had a doctor *********** for later in the day. But it kept dragging on. 3.5 hours later they said we would have to leave the car. But we declined and ask for our car back. They reluctantly gave it back but took another half hour to get it. We started to drive out of the drive way and the power in the car went crazy. The dash was jumping all over the place, the radio was moving to various stations. My husband said they had the battery out it is probably trying to reset so we headed to ou4 doctor *********** which we did not make in time. My husband called the dealership and told them the car would have to come back to them as 5hey had done something to it that had the whole electrical system going crazy and it was not safe to drive. After having it for two days leaving us with no car. They did not call us we called them. They said a fuse had been blown and would cost around $600 to fix and was not under warranty because we had jumped the battery causing the problem. We told them we had not jumped the battery and did not even have cables to do it. That they had done it when it was there and they needed to fix what they had done. They declined saying it was our fault again because we jumped the battery. But said he would help us by reducing the bill to $443. After arguing we did not do it and the car was fine when we brought it in they would not give us the car until we paid them.

  Business Response

  Date: 01/23/2024

  We feel we have already made restitution for this issue.  Unfortunately, the vehicle was not brought in for or in the condition the customer states.  We do apologize for the wait time but in fairness, it took a while to eliminate other possibilities.  At the end, we concluded that the issue was due to someone, outside of our dealership had improperly "jumped" the battery causing the issues the customer describes.  As goodwill, we reduced the bill substantially to accommodate the Mr. and **************** 

• Initial Complaint

  Date:12/07/2023

  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.

  Oil Consumption recall not prerformed correctly. ****** Dodge Jeep ran a "test" and stated there was an issue and told me they needed to do an oil change, which they charged me for, I stated since it is a recall, I should not pay, they said, the oil changes are not covered and I needed to pay out of pocket which I did. I was told to bring the car back as if a regular oil change, I did, then was told that I they should have told me to bring it back after about **** miles. **** it back I went over by 150, then was told, we had to start over because ***** is very strict about the miles for the testing, another oil change, took it back within miles, told no, it was wrong again twice. On the fourth oil change I request the tech, ********, to write the milage range that it had to fall between because this was getting out of hand so he did. I returned again within the range provided. Each time I came in, I was told it appears the jeep is using more oil than usual, then, on the final visit, some how, they told me after a quick look, no, no issue, your jeep is fine. I said, why was I told each time there was an issue, they said, they did not know but it's fine now. That did not make sense, I called MOPAR and was told by the manufacturer that NO OIL CHANGE was to be performed. There was a test they should have performed, if there was an issue the repair was to be made. I have reached out to ****** Dodge Jeep since JULY requsting detailed receipts for each oil change, the service manager then called back, left a message, sayaing they are filing with MOPAR, I assume to get paid for not making a repair, I returned call, left message and have never heard back from anyone at ****** Dodge Jeep,

  Business Response

  Date: 12/07/2023

  After speaking with our team I can confirm the events leading up to the complaint as reasonably accurate.  We agree about the nuisance factor if you will and have to follow the protocols, not only for our store but for the customer.  We have tried to reach out to ************** on multiple occasions to discuss the details.  Both ***********************************************, our Service Director and Manager are both abreast of the situation and can certainly walk ************** through the process.  We understand her frustration and would like to know what at this point we can do to remedy her complaint.

• Initial Complaint

  Date:08/24/2023

  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 brand new jeep wrangler April 2022. Active recall notice for faulty clutch assy. Have had my jeep for over 2 weeks with no loaner vehicle or assistance with rental/loaner. No replacement parts avail other than aftermarket and am being told Id have to purchase aftermarket parts and pay labor for fix for drivable vehicle. After spending $54,000 on new vehicle.

  Business Response

  Date: 08/24/2023

  We are as frustrated as ***************  We have reached as high up as we are able to streamline his recall.  Unfortunately, there are not parts available.  It is in our own best interests to fix **************** vehicle as soon as we are able.  Mopar parts are not available, only aftermarket.  Therefore, **************** would be responsible financially, if he chose to.  Stellantis may or may not reimburse him later.  But a loaner was never requested per my team.  And I will readily make one available.  That is the best we can do under the circumstances.    

  Customer Answer

  Date: 08/24/2023

  Complaint: 20513691
  
  I am rejecting this response because:
  Ive asked many times about assistance with a loaner vehicle and was just told by corporate liaison and dealership staff none are available but if I rent a vehicle I could possibly be reimbursed.  Want to cancel the complaint with dealership at this time, since Ive filed one directly to jeep/stellantis thru BBB.  But still feel as if dealership hasnt effectively communicated with me at this time.
  Regards,
  
  *********************

  Business Response

  Date: 08/24/2023

  We understand your frustration.  While we appreciate pulling the complaint, the heart of the matter is, we want to assist.  I apologize that someone did not make a loaner available.  I will certainly get to the bottom of that.  Even if we do not have a loaner, you bought your vehicle here, we will find you something to drive in the meantime.  On my word. 

  Customer Answer

  Date: 08/24/2023

  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.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:05/17/2023

  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.

  On May 8,2023 approx. 11 A.M. I dropped off my vehicle at Boerne ********************** for a rear window leak warranty claim, where it drove in perfect condition and no check engine light was on, nor had been on ever.. 4 days later i was called over the phone with news that my truck has a check engine light on and is no longer drivable. On May 16th, i drove to the dealership to speak with ***** the service manager, unfortunately he seemed unbothered that my vehicle had been damaged while under his watch, telling me i have to take my vehicle to another mechanic shop to fix this problem that was created by the service department. & not offering or willing to help for the major inconvenience this has put me in.

  Business Response

  Date: 05/19/2023

  Your vehicle was fixed for the initial window issue.  Your vehicle is also illegally equipped with an EGR delete and tune.  Your check engine light is on because of codes.  We do not know why and because we don't work on illegally tuned vehicles, we suggest you take it somewhere else.  We can't do any recalls due to the equipment you have added.  We ******** your vehicle, free of charge, within 50 miles of the dealership.

• Initial Complaint

  Date:03/28/2023

  Type:Sales and Advertising 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.

  We have had a myriad of issues with the establishment. Our first began when we purchased a used Tahoe from the dealership. The initial experience in early 2022 was great, we were assured that we were in good hands and well taken care of should anything go wrong with the vehicle, well 6 months later, clear that wasn't the case. The Tahoe that was sold to us didn't have a clean carfax as we were lead to believe and became a safety hazard for our family. When we brought it back to the dealership, they wouldn't help us or take responsibility for the vehicle. We had to take a massive loss trading the vehicle in at another dealership, to the tune of a ******+ in negative equity on a vehicle that is not even close to being comparable. Now, we are currently having a massive issue with their service department. I took my Jeep Wrangler in for repairs in January of 23, diagnosis was a new engine was needed. It took them over 2 month to replace the engine in which I was left without a vehicle for near the entire duration. When I got it back the 1st time (3/21) the vehicle overheated on the freeway less than 3 miles from the dealership leaving me in a dangerous situation I was lucky to get off the freeway. After it was towed back to dealership for repairs I am made aware that it was "ready" and I pick it up from the dealer (3/24). This time I get it home and fuel is spewing out from the engine while running and family is in the car. I have been trying to deal directly with the dealership about these issues and they refuse to help, or help me in any meaningful way.

  Business Response

  Date: 03/28/2023

  We had no opportunity to work with them on the Tahoe.  They left without giving us that opportunity.  Unfortunately, they purchased a used vehicle at the apex of the used car market and tried to trade it as it was not so strong.  We are not responsible for a loss they claim to have taken.  We tried to trade them out of the ** Atlas they bought elsewhere. They have unrealistic expectations and budget.  We tried to switch vehicles.  They would not.  We are addressing the issues with the ******** Wrangler.  We offered to trade them out of that one.  They weren't too scared to keep it.  We have tried at every opportunity to do our best.  We believe it would be in everyone's best interests at this point if they were to go elsewhere for sales or service work.  

  Customer Answer

  Date: 03/29/2023

  Complaint: 19859508
  
  I am rejecting this response because:
  We did give them the opportunity to fix the issue with the Tahoe to which they have refused to take responsibility and forced ** to trade in at a loss with another dealership, because of their unwillingness to help.

   

  Regarding the wrangler they have made no such offer
  Regards,
  
  ***************************

  Business Response

  Date: 03/29/2023

  We consider the Tahoe issue resolved.  Boerne Dodge was never given the opportunity to trade them out. ******************** claim was, he was told "anything that goes wrong" with the vehicle will be "taken care of" for an unspecified amount of time is not logical or rational from a business model. The Wrangler is complete and ready for pick up by *****************  It will be cleaned up and the tank filled.  We regret we weren't able to completely satisfy ******************** requests.   

  Customer Answer

  Date: 03/29/2023

  Complaint: 19859508
  
  I am rejecting this response because:

  Neither issue has been resolved! They are portraying a consistent pattern of dishonesty. They put me and my family in ***** way on multiple occasions regarding the wrangler.

   

  They never attempted to resolve the Tahoe, they just used their position of "we cant account for promises made by previous management"

   

  We came to them first becauseof those assurances regardinf the Tahoe.

  Regards,
  
  ***************************