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:08/26/2024

  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.

  #1. Made an appointment months ago about a recall on a fuel heater. Theres a change of fire. I was told part was on back order. So I was put on a list I havent heard any thing from yall. #2. Went in to get radio fixed. Think just a soft ware problem I was told my truck would have to set on the lot for 3 weeks before they would looked at it. Asked to be put on a list and Ill just bring it back a day or two before. No they said it has to set on the lot for three weeks or more. Then I ask for a loner car there again I was told 3 weeks waiting list. So I got on list 4 weeks ago. Is this how Dodge takes care of is customers. ***************** and maybe they will go away. Something is wrong with your customer service. I wished I would have bought a ******

  Business Response

  Date: 09/05/2024

  Tell us why here...when we received BBB complaint statement from *********************** on 08/26/2024.

  
  I Immediately contacted ************** by phone on 08/26/2024 @ 11:28am to speak with him to rectify his problems with our service department. Spoke with ************** who informed me he would accept a loaner vehicle to get his vehicle in for service but was going out of town for Labor Day weekend. He informed me he would be able to bring his vehicle in on 09/03/2024 to drop it off and pick up a loaner vehicle. By end of business on 09/03/2024 ************** still had not dropped off his vehicle. On 09/04/2024 @ 9:48am called ************** to follow up with him on his missed appointment. Unable to reach him at that time, left a voicemail for him on *************.

  Currently, we have yet to hear back from ************** to resolve his concerns.

  Thank you,

  *************************

  Service Manager

  SouthWest CDJR

  Customer Answer

  Date: 09/05/2024

  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,
  
  ***********************

  i contacted the Southwest Dodge ****************** on 09/03/2024. Made an appointment to begin recall repair the of the 09/05/2024. Dropped it off 4:20pm on 09/04/2024. Repairs should be happening as we speak. 
  Thanks. 

• Initial Complaint

  Date:07/11/2024

  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 bought the truck on January 19, 2024. I Paid a total amount financed of $32,832.25 And a total Sales price of ********* When asked the dealer stated that the vehicle had never been involved in any wrecks or severely damaged. Upon looking at the truck personally there was significant damage to the front end components including the suspension and body components, and found non OEM parts. The truck appears to have been in an accident that was not disclosed. There was also a headlight that had been superglued into place, as well as missing pieces from the vehicle that were not disclosed. Attempted to contact the dealership, in order to resolve the situation, and could not make contact with the manager or anyone else despite many attempts.

  Business Response

  Date: 07/22/2024

  *****,

  Per our conversation the interest rate is up to the bank and not the dealership; after reviewing your paperwork I did see a Carfax that was disclosed at the time of purchased signed by you.

• Initial Complaint

  Date:06/10/2024

  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.

  June 7, 2024. Went to the dealership to look at a used truck. I came with pre-approved financing and intended to use it. The dealeship was very forceful to look at their financing parters. I should have been more resolute in telling them no. They took my keys and handed them to the service writer to perform a trade-in appraisal and essentially held me hostage until I finally had had enough and told them I was going to leave and would like my keys back before I needed to figure out a way to get them myself. There was no need for them to file 3 separate hard pulls on my credit. My score will be negatively impacted by this. I told them I did not want to finance with them. I noticed the truck has an oil leak. They did not seem to care and eventually told me that the issue would be fixed only if I purchased the truck. They will not fix it if I don't, where some other buyer could be stuck with a costly issue due to their negligence. It's a shame how untrustworthy this dealership is.

  Business Response

  Date: 06/21/2024

  ****** ,

  I appreciate you taking my call today and making sure I am aware of the issues that you had with my dealership. In the future if you need anything as mentioned on the call feel free to reach out to me anytime.

   

   

  Thanks,

   

• Initial Complaint

  Date:05/10/2024

  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.

  I bought a 2023 Jeep Renegade in June 2023, this vehicle had 8 miles on it. At 1300 miles, the issues started. It was in the service department from July 2023 until December 2023. January 2024, more problems started arising, at this point, my Jeep had ***** miles, no resolution offered from the dealership, March 2024, my back floorboard started flooding, mold and mildew started forming. I dropped the Jeep off at the dealership the first week of May, I have yet to have any conversation with the dealership whatsoever. No one has reached out or offered anything.

  Business Response

  Date: 05/13/2024

  *******, 

  I'm truly sorry for the issues that you're having with your vehicle. Can we schedule sometime this week for you to stop by the dealership to address your issues?

   

   

  Thanks,

   

  Customer Answer

  Date: 05/13/2024

  Complaint: 21694100
  
  I am rejecting this response because: I do not want to take possession back on this vehicle, I bought a brand new vehicle thinking it would be best for my kids and myself, this vehicle has been nothing but issues since day 1. 
  
  Regards,
  
  *************************

  Business Response

  Date: 06/10/2024

  *******,

  I would like to set a side sometime to meet with you with this weekend. What day and time and day works best for you? I have availability Wednesday through Saturday. 

   

  Thanks,

  ***********************;

  Customer Answer

  Date: 06/10/2024

  Complaint: 21694100
  
  I am rejecting this response because: I currently have a lawyer representing me in a Demand of repurchase case towards FCA. 
  
  Regards,
  
  *************************

  Business Response

  Date: 06/11/2024

  *******,

  Thank you for communicating with me AND ****** through text. I know you requested the repair order for your vehicle which will be sent over shortly.

   

  Thanks,

   

  Customer Answer

  Date: 06/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find this resolution do-able for now until the lawyers make their case. 
  

  The only issue that is concerning is that it took me reaching out to the BBB for the dealership to contact me. I have made several attempts to contact *****, the *** but all failed. It was only until this was sent to BBB that Chase responded, which is unacceptable in my opinion. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:03/26/2024

  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.

  The dealership wrecked my 2022 Dodge Challenger while it was being serviced. They sent it to a local body shop, now none of the body lines match up and there is a large gap between the front end and hood.

  Business Response

  Date: 04/08/2024

  Hello,

  My name is *************************, I would like to confirm that you were pleased with the results on your damaged vehicle please let me know if you have any questions,

   

  ***********************;

  General Manager 

  SW CDJR 

  ************

• Initial Complaint

  Date:08/25/2023

  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.

  I purchased a Chrysler Pacifica in April 2023 from this dealership. We were sold on the vehicle by the safety features. These included the park assist feature, rain-sensing windshield wipers, and ability to remotely control and locate the vehicle through a mobile app.We have since learned that the park assist feature (which was described to us as parking the vehicle for us in tight spots) is only semi-autonomous. This mis-advertising led to us causing a small fender ****** in a parking lot when trying to utilize the feature. The rain-sensing windshield wipers do not seem to be a feature at all in this vehicle. Finally, we were informed (after signing all the paperwork) that our vehicle isn't one that actually came with the ability to utilize a mobile app. These features were primary points for us deciding to move forward with purchasing the vehicle.On top of all that, the finance person we worked with at the dealership sold us on a third-party protection plan with *****************. Here the selling point was the windshield damage protection. We explicitly asked about chips and cracks being covered and were told they were. When it came time last month to need a replacement, ****** informed us this was incorrect and they only cover chips. This cost us an additional $1000 to replace the windshield on top of the cost of the protection plan.I emailed and my wife attempted multiple phone calls to the dealership manager/GM and we have yet to receive a response. We are furious to be deceived so greatly on so many important factors, but even more so in the cowardice of the dealership to refuse speak with us regarding the matter.

  Business Response

  Date: 12/26/2023

  ******,

  Thank you for taking the time to speak with ******* today. We look forward to helping you cancel your warranty and safe travels to ********.

• Initial Complaint

  Date:07/26/2023

  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.

  Took a 2021 Ram **** with 53k miles on it for engine running rough.. they tell me it has warranty on it. OK so after it set there for almost a month with nobody touching it. They say it needs a motor but can't put one unless Mopar approved it. This truck was never in the shop until I called Mopar and ask them about warranty and motor. They also said truck had warranty. OK fix it. But now they have to take the motor apart piece by piece to find the issue. So after they destroyed the motor all over the shop they said it needs motor but now ***** refuses to fix it. Said because of maintenance issues. All maintenance was done through this shop and truck was taken in back in December for engine noise and they said it was normal. Now 6 months later it's trash. So now they want $40k to put a motor at my cost on a $85k truck. Nope not gonna happen. So now told them I was taking it to another shop to get it checked. But they refused to put it back together. So it cost me $2000. To get this POS out of shop and tow it and it's parts to another shop. Where at this point will have motor put in. Because can't afford to have it put back together to check it to see if it really did need Motor. I call scam and full of s*** That's why they didn't want to put it back together for being proved wrong. I will never get any chrysler dodge Ram . And will be getting rid of this one asap. Whole place is a bunch BS.

  Business Response

  Date: 01/17/2024

  *****,

  My name is ************************* I would like the opportunity to speak with you regards. your complaint can you please call me at **************.

   

  ***********************;

  General Manager 

  Southwest CDJR

• Initial Complaint

  Date:06/08/2023

  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.

  On May 12, 2023 I purchased a car from Southwest Chrysler. Decided the deal was financially causing me an emergent situation, returned the car and was forced to buy my trade in back from them at $11,000 more than they gave me for trade in value.

  Business Response

  Date: 01/17/2024

  Hello,

   

  My name is ************************* General Manager here at Southwest CDJR. I would like the opportunity to speak with you in regards of the matter can you please call me at **************.

   

  Thanks,

  ***********************;

  General Manager 

• Initial Complaint

  Date:06/06/2023

  Type:Product 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.

  This dealership lied to me about having me and my wife approved for both of us to purchase a vehicle from their dealership. Loed to my face, ***** rep sat down and told me directly to my face out of my ****** down payment could I split it up and put **** down on her car and ***** down on my truck we can make it happen. We'll subtract **** they sold ** the jeep that night and no word from their in my truck, I wouldn't have used that **** out of my ***** if I knew the truck deal wasn't doable! We solely went to the dealership for a truck the ***** was saved for a truck now I'm **** short ! Give me my **** back immediately!