ComplaintsforGillman Chrysler/ Jeep/ Dodge/ Ram

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In late July, I began looking for a car to replace my leased car because the lease was to expire in September. I found a 2016 BMW 528i on CARFAX that was listed for 19499. The price increased when the documents arrived and a recon fee was added. They misrepresented the actual price for the car and then they misrepresented what they had done to prepare the car for sale. I had to spend 3999.51 to repair the car because of their misrepresentations. The repairs done and a description of the issues with Gilman are stated below in my explanation and the upload of the repair invoice. This claim is based upon misrepresentation and not warranty.

  Business response

  12/29/2023

  In regards to service work needing to be done to a 2016 BMW 528i with 66,463 miles at time of purchase.
  Purchased on: 07/31/2023
  Consumer: Edward ********
  

   

  Wanting to address general concerns with purchase, having to do with safety concerns on what was done at Gillman CJDR.  The vehicle had been put through our MIC process on 06/19/2023 and was only to have found worn rear brake pads, worn wipers, needing an oil change, and topping off all fluids.
  The vehicle also passed the state inspection process, as designed to flag any vehicle for emissions failure or safety concern deeming the vehicle unfit to drive on Texas roads.
  I will go into detail addressing each maintenance Item that was performed with Orion Auto Service.  However I wanted to state up front that any and all items performed at Orion Auto are in no way a safety concern, for said vehicle above.  And would not cause the vehicle to fail our inspection or the inspection process governed by the state of Texas.  In respect to the whole situation, the consumer purchased a pre-owned vehicle with over 66K miles.  Which is bound to have items that are less than brand new from the factory. 
  

  Vehicle was taken into Orion 11 days after purchase having driven 422 miles. 
  Items repaired or replaced at Orion Auto Service:
                  1 – Warning light coming on.  Charged $160
  Found caused by low voltage
  Customer having no issues with battery for several days and 422 miles.  Battery can be depleted for several different reasons in this time period.

  
  2-            Replaced battery. Charged $460.69
  See line one
  3-            Replaced blower motor housing for noise of filter coming apart. Charged $671.28
  Customer made no concern during test drive
  Not a safety concern and cannot be verified.
  4 -           Micro Filter replacement. Charged $111.43
  Filter was clean upon our inspection
  Not a safety concern and cannot be verified.
  5-            Front suspension Thrust arm bushings. Charged $712.58
  Busing are present in place between suspension components to reduce noise.  Customer did not complain of noise, this was “found” by Orion Auto.
  Not a safety concern and cannot be verified.
  6 -           Drive Shaft Flex Disc.  Charged $646.75
  Was not found on our inspection and customer did not complain of noise or issue.  Was “found” by Orion Auto.
  Not a safety concern and cannot be verified.
  7-            Drive Belt Tensioner/ drive belt.  Charged $467.82
  Drive belts look warn after 66K miles but are not due for replacement from BMW until 90 miles.
  Not a safety concern and cannot be verified.
  8-            Oil Leak repair.  Charged $883.33
  Minor upper engine leak from valve cover gasket at 66K miles is not unordinary
  Not a safety concern and cannot be verified.
  9-            Alignment.  Charged $159.95
  Maintenance and up keep.  Alignments are an adjustment and can go out by hitting a curb.
  Not a safety concern and cannot be verified.
  All items listed are items that are indicative of a high mileage vehicle.  All items were found by a visual inspection that was requested by the customer.  All items are in NO WAY a safety concern.  All items that the consumer is requesting Gillman CJDR to pay for cannot be confirmed as to if they were needed to being replaced.  We never had the opportunity to check the vehicle over to verify them.  At the time of inspection Gillman CJDR did what was necessary to insure the safety and proper handling and drivability of the vehicle sold.  As far as doing any upgrades to return certain worn components to “NEW” factory quality, was unnecessary.  We cannot and will not be responsible for any maintenance the customer approved without consulting our dealer.
  

  
  

  Customer response

  01/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  They have not offered to do anything with respect to the repairs required due to their misrepresentations. Unless they are prepared to offer a settlement I will sue them. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   
  

• Initial Complaint

  08/14/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 10/29/2022, me and a friend visited Gillman Jeep on 10585 W Sam Houston Pkwy S., Houston, TX 77099. My friend's lease term was due to end and she was interested in leasing another vehicle. However, upon her information being processed, the sales agents informed us that she did not qualify under her terms, which were no down payment and monthly payment under an estimated $900/mth. So, I asked the sales agent if I could apply as a co-signor to try and help meet her terms. The sales agents agreed to my suggestion, ran my credit info, and then shortly after, explained to us that if I applied as a co-signor, they could meet her terms for leasing a new vehicle, so I agreed to be added to the transaction as a qualifying co-signor. At the signing table, the finance employee asked me to sign the lessee signature line and asked her to the sign the co-signee line. At this point, she and I both asked the finance employee why he was asking us to sign as he did. I explained to him that I was agreeing to only being the co-signor in the transaction. She did the same. The finance clerk quickly stated that it did not matter how we signed. We argued again and re-explained why it mattered but he insisted that the system would recognize whom was who once the paperwork was processed by the finance company. However, once the finance company boarded us in their system, they boarded me as the primary on the account and my friend as the co-signor. Upon calling the finance company, we were told that the dealership processed my credit info as the sole qualifying factor in the transaction which was not what was communicated to us in person, when we closed on the deal. We have been trying to get this corrected for a year now and the dealership continues to avoid us via phone, state that in Texas, there is no such thing as a co-signor and primary, and that it is too late to fix the way the docs were drawn. The finance company states that the dealership can re-draw the docs and resubmit them.

  Business response

  08/15/2023

  Michelle *******,
  
  The dealership cannot reprocess your paperwork with the finance company. You have two options that I have listed:
  
  1st option is to refinance the vehicle.
  2nd option would be to trade your vehicle in for another.
  
  In either case the co-applicant would need to sign off on the necessary forms in order to do so.
  
  Please feel free to contact me anytime to discuss your options further.
  
  Regards,
  Dana *******
  General Manager
  713-776-4900

  Customer response

  08/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  The verbal agreement that I made with the dealership was to be placed on the deal as the co-signor. Never was there a conversation that we wanted to swap positions making me the primary owner of the vehicle. However, with intentions to simply close on the deal, the dealership willfully and maliciously processed my information in the method that I did not agree with to qualify my friend on the transaction. The dealership has insisted that the correction cannot be completed at this point but had ample time to make the correction prior to the paperwork being submitted, as we addressed the issue in person on the day of the sale and a day after the sale. According to the finance company, this correction can still be made but the dealership will need to re-draw the paperwork as we agreed on 10/29/2022. The only reason the dealership does not want to re-work the deal is because they know if they do, they will need to address the below circumstances, which I have reported to the Federal Trade Commission on the same date that this complaint was filed and what I plan to report to the Texas Attorney General as soon as possible. Again, I am asking for the dealership to reach out to the finance company and re-do the qualification portion of our application as we initially intended, myself as solely the co-signor and my friend, as the primary. 

  1. Deceptive sales and negotiation practices

  2. Bait and switch tactics

  3. Providing misleading information 

  4. False information provided when issue was addressed prior to the paperwork being processed.

  5. Return of any commissions earned with this sale.

  6. Losing the deal completely if the original primary signor does not qualify with me being solely co-signor.

  
  Regards,
  
  Michelle *** *******
   

  
  

• Initial Complaint

  05/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We took our cargo van for Oil Change on Saturday 4/29/23. They offered multipoint inspection which we agreed. We then later in the day pick the Van with no reports. On Sunday 4/30/23 the van reported Check Engine. By checking the water reservoir was broken just below the low level line. This certainly was not there and even if it was there, should have been noticed during the inspection. We did called Gillman on Monday early morning and they schedule us to return on Tuesday. When we showed up, first, they say this may have been an “overlook” during the inspection. And that they are not allowed to do maintenance on cargo vans (??). We demanded that a multipoint inspection should noticed and if it did not, was produced during the inspection and not reported. Their representative went to talk to manager but no other solution than us to take it to a different dealer for repair. Our driver went to talk to the manager (same person the representative went to talk to) and he denies being the manager. So we had to leave. This means a full day of work lost and now, two more days lost in a different dealer trying to diagnose the problems. Note that NO check engine reports were shown before taking the van for repair that Saturday. Now, were are losing work and revenue as we can not used the cargo van. All due to their unprofessional way of manage business. Note: A response to our google review was sent by them with an standard response stating to “try to communicate with them”. We sent an email to them and no response so far… Today is 5/4/23… A picture of the cracked coolant reservoir is attached. The business should have a copy of the service done by them (including the multipoint inspection). If they need a copy we can provide.

  Business response

  05/16/2023

  To Whom It May Concern,
  
       We apologize that Mr. ****** feels like he had a less than satisfactory experience while having his vehicle serviced here at Gillman Chrysler, Dodge and Ram and can understand his frustration with the problems he is having with his vehicle. 
       Looking into the claim of the pressurized coolant reservoir leaking after the oil change and air filter replacement, the maintenance technician did not recall seeing a leak or crack in the reservoir, and explained that to perform the engine oil change and air filter replacement, no removal or disturbance of the coolant reservoir is necessary. This has also been verified by the service procedure published by the manufacturer, in which at no time does is state to remove the pressurized coolant reservoir for either the oil change or air filter replacement.  With the reservoir being transparent as to allow safe viewing of the coolant level without the removal of the cap on a pressurized system with hot coolant, there would have been no reason to disturb the reservoir unless a leak was already present and any missing coolant needed replaced.  Short of any proof of physical damage to the reservoir from outside influence, I do not see how we would be responsible for the failure of the reservoir.  However, in the interest of customer satisfaction, I would be willing to replace the reservoir at our facility, or reimburse the customer the amount of our cost of replacing the reservoir and any lost coolant had we replaced it at our facility.
       In regard to the check engine light, we declined to perform diagnosis or repairs on this vehicle, as we are only authorized by the manufacturer to perform basic maintenance and not mechanical repairs on these vehicles, as our dealership does not participate in **********’ Business Link program.  Therefore, any mechanical repairs we perform would not carry any type of warranty, even if a part replaced failed immediately upon installation.  We have reviewed the report generated by the manufacturer’s tool used at time of vehicle check in, and can verify that code P1C4F, ESM DTC Present, was stored in the PCM without a corresponding code in the ESM. This would indicate that at one time there was a fault in the system that is no longer occurring and the vehicle has passed the conditions require to set the ESM code enough times to remove that code from the ESM and not illuminate the check engine light.  Without knowing the code that is currently set in the vehicle or proof that it is directly related to the maintenance performed at our store, we are going to decline any assistance in repairs other than what was offered in the previous paragraph.

  Customer response

  05/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

  The provider does not acknowledge that they DID perform a multipoint inspection "for needed preventive maintenance and Repairs". The provider does not mention if the process of multipoint inspection requires access to the coolant system (which should be...). In any case, the did the inspection and no issues were reported to us. I am attaching a copy of the repair receipts from Gillman. 

  Also, the provider is offering to repair the Coolant reservoir in their facilities but in his words: "They are not allowed to do repairs in Cargo vans" and there is not warranty if the do... So no a good option for us.

  We went ahead and repair the van in another dealer (******* Service). They identify the issues right away and later on identify an extra issue with the radiator. Total cost of repair for us was $2878.38. We acknowledge that Radiator may not be easy to see during inspection but a cracked reservoir certainly is. Again, no engine lights other than Fuel replacement were reported before taking our Cargo van to Gillman..

  We request them to pay the associated repairs for the coolant reservoir: $195 + 4.1 Technician hours $819 + System flush $ 314.93 + Freight parts cost $15. giving a total of $ 1,343.93.  Receipt from ******* Service attached also. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  Jose ******** ******
  
   

  
  

  Business response

  06/20/2023

       We are sorry that Mr. ****** was not satisfied with, and did not accept our previous offer.  However, after reviewing the invoice from the repairs at ******* Dodge that was provided after the previous correspondence, we are going to withdraw any offer of participation in the expense of Mr. ******’s repair.
       The invoice from ******* states that the radiator was the source of the vehicle’s coolant loss.  Reviewing the picture of the coolant bottle, there is a line under the minimum level indicator, but the invoice states the “coolant bottle integrity unknown” and replaced the bottle without indicating it was a source of the coolant loss.  Also, the picture does not show any indication of physical damage to the bottle, which make it unclear of how we caused, or could be responsible for a possible failure of the coolant bottle.  We also feel the request of 4.1 hours labor ($819.80) plus 1.4 hours ($279.93) for the coolant flush are unreasonable for the replacement of the coolant bottle. Alldata labor guides show the labor for the replacement of the bottle to be .5 hours and factory service information shows only a partial drain of the system is needed to replace the bottle.  In the factory maintenance information the coolant flush also shows to be unnecessary as coolant flush and replacement is not due until 10 years or 150,000 miles, whichever occurs first, and this vehicle does not meet either of those criteria, and that only a partial drain of the system is necessary.
       The invoice also shows that the vehicle had a P0456 Small Evaporative Emissions leak code set, which was not present when the vehicle was at our service center, and that it was necessary to replace the gas cap, purge solenoid and ESIM detector to repair.  Due to the separate locations of the 3 items (gas cap on the filler neck, ESIM detector under the vehicle on the canister near the fuel tank and the purge solenoid on the back side of the intake manifold) it is extremely unlikely that all 3 parts failed simultaneously to cause a leak of less than .020” size in the emission system.  Without seeing evidence of how our facility damaged a part to cause the Evaporative Emission System leak, we do not see how we can be responsible for that repair either.

  Customer response

  07/24/2023

  The provider us bouncing back with unrelated cased which were not addressed in the initial complain. We are not considering Gillman responsible for the Evaporator issue (only the Coolant tank replacement). but their argument is based in a complete service done after the issue was originated. Again Gillman initial offer was to fix the vehicle when they stated that they were NOT allowed to perform such maintenance in Cargo vans. This is incongruent with their response. they simply used the complete repair done to the Cargo van.

  Also Gillman is missing an important point: they DID PERFORM  a multipoint inspection in our vehicle and they reported NO issues... We did call them next day when the Check Engine light was on to let them know something was wrong.  

   

  Business response

  07/28/2023

  To Whom It May Concern,
  
       After reviewing the case once again, it is not apparent how we are responsible for the failure of the coolant bottle on Mr. ******’s vehicle, nor is the requested amount reflective of what should have been charged according to industry accepted labor guides, and therefore are declining to participate in the cost of the coolant bottle replacement.  However, we would be willing to refund Mr. ****** the costs of the services performed at our facility. Reviewing his invoice for the oil change and replacement of the engine air filter, this would come to a total of $259.13.

• Initial Complaint

  03/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I sold my vehicle so I cancelled my extended warranty. I also had a maintenance package which they do not refund if the vehicle is sold before the policy is up. This is theft and this should not be allowed. If you can't refund it, they should not sell it and should be fined for this. I paid for the service plan which they will not provide or transfer to another vehicle. This is absurd these business practices are allowed but this is not my main complaint. I called the dealership at least 3 days in a row and contacted them through their messaging services to try and get these policies cancelled. After a week of waiting for any sort of response, I just went to the dealership on 11/11/2022 to cancel the policy in person. At the dealership they stated it takes 10-12 weeks to receive a check. This is beyond ridiculous but this is not my complaint. My main complaint is this Friday will be 19 weeks since the policy was cancelled. They don't answer and they don't respond unless they are confronted in person. They have stolen my money and I want it back. I don't know what to do but I should be reimbursed my cancelled policies several weeks ago and at this point I should receive additional compensation for the amount of hoops I have to go through to get what is rightfully mine. One major issue with the cancellation is it should be dated 8/29/2022. I went in on 11/11/2022. The cancellation is based off when the vehicle was sold. This needs to be right. I have provided the cancellation sheet signed at the dealership and the statement to transfer the truck ownership to Don McGill Toyota. I DON'T WANT ANY EXCUSES! I WANT MY MONEY BACK AND THEY NEED TO BE INVESTIGATED. THIS IS NOT THE FIRST TIME I HAVE HAD ISSUES WITH THESE GUYS.

  Business response

  04/10/2023

  I have reviewed the cancellation request for Mr. ****** and can verify that our cancellation department requested his VSC and GAP insurance to be cancelled on 9/22/2022. Mr. ****** was refunded $818.61 directly from B*** ** ******* as per their policy for refunding GAP insurance. To this point, we have not received his refund from Preferred Protection for his Vehicle Service Contract but will get Mr. ****** any refund due as soon as possible within the next 10 days. Attached is the letter from Bank of America stating that they have refunded the customer directly for his GAP insurance.
  
  I have also attached the original cancellation request dated 9/22/2022 with the Vehicle Service Agreement & GAP Waiver selected.

• Initial Complaint

  02/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We bought a pre-owned Jeep Grand Cherokee in August 2022 from Gillman Jeep. The information provided at the time of the sale said there were two keys and this was confirmed by the salesperson After we bought the car we were given one key. The salesperson said they needed to find the second key and would call us when we could pick it up. We had already purchased the car, so we took them at their word. We never reviewed a call. When we picked up the plates and tag in September we asked again and were told the same thing. Since September we have called more than 6 times. Each time asking to speak to a manager. Each time being told they had left him a message, and he would call back. We have never received a call back. This week we called again and explained how many times we had called. Two different people on consecutive days said they had put a note on the manager’s desk to call us. We didn’t get a call. The service and follow up is severely lacking. We need this issue resolved or we will take further action to get the key or cash equivalent to purchase a key ourselves.

  Business response

  02/23/2023

  We have contacted the customer and we are having a key cut for the customer today.  The customer is happy with the response.
  
  Thanks 
  
  Shawn ********
  General Manager
  Gillman Dodge Chrysler Jeep & Ram
  713-776-4901

  Customer response

  02/24/2023

  [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 made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  02/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Nov 26, 2022, I paid $700 down payment on a '16 Nissan Versa to Gillman Jeep Dodge Ram. According to the finance company, GLS, 1st payment was due Jan 10, 2023. I called GLS on Jan 18, 2023 to make that payment which I had forgotten due to my house burning on Jan 12, 2023. I called GLS and was told they couldn't find my account. I was away from home until Jan 19, 2023. Upon return I found a letter in the mail from GJDR. It stated I was to return the vehicle within 10 days from date of letter, (Jan 11, 2023, [47 days after purchase])or schedule a time to meet for them to pick up the vehicle The letter stated I had failed the interview questions asked of me by GLS, and that GLS had cancelled the finance contract. The letter stated they (Gillman) had been unable to contact me. After making multiple calls and leaving messages to GJDR, I spoke with GM Shawn & asked him to pick up vehicle and refund the $700. If the finance company, GLS, cancelled the contract, the dealer should have no right to keep money, & as previously mentioned, the letter was dated 47 days after purchase. Shawn & Asst GM, Matt, assured me that if I bring the vehicle to dealership & sign a new contract with GLS, that all would be well. (Isn't that fraud) I then called GLS & was told that the contract was cancelled due to me not putting enough money down & no new contract unless I paid more. After another 4-5 days of calling GJDR and leaving message, I spoke to Matt again, & asked him please come get car & refund $700. Again said bring vehicle to dealership & sign new contract. Then I became very ill with Covid. I made no further calls, nor was I contacted until Feb 9, 2023 by Ramiro ******** via Fb msgr. He demanded return of vehicle & I wasn't uncooperative, but still wanted the $700 returned. Ramiro spoke with Gen Mgr & finance mgr & they decided my down payment would be used to pay for the wrecker fee. I don't see how that is right and would like to have the $700 refunded.

  Business response

  02/21/2023

  Unfortunately, the customer did fail the customer interview with the lender because she submitted incorrect information on her credit application. We tried for 3 months to get in touch with the customer with no return calls or emails. We then sent a certified letter for the customer to return the car back to the dealership.  I spoke with her after she received the letter. At this time, she stated she would come to the dealership to return the car.  We didn't hear back from her for another 3 weeks, at which time we decided to go get the car.  The customer was in the vehicle for a total of 4 months, and in this time frame she put 8,600 miles on the car.
  
  Shawn ********
  General Manager
  Gillman Dodge Chrysler Jeep & Ram
  713-776-4901

  Customer response

  02/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  As you can see on the uploaded documents the date of purchase was Nov 26, 2022, therefore it has not even been 4 months since I purchased vehicle, so how could I have been driving for as long as stated by the Gillman representative. The mileage on the vehicle should be irrelevant based on the fact that I was buying the vehicle, therefore I drove it as so. Regardless, the finance company cancelled the contract which should automatically be reason to refund any down payment. As far as calls, I called repeatedly. Shawn was not going to be available, he told me during our first phone conversation that I would have to speak to Matt which is why he call after that was placed to contact matt. The car was picked up on February  9th, again nothing about this time frame reflects 4 months.
  
  All I know of the finance company reason for cancelling is what I was told by them when I called. The reason I was given was for lack of down payment. I inquired about interview questions, and was told that was not the reason. No matter the reason, the down payment should be refunded. Nowhere that I can find is it written that a car dealership is allowed to keep someone's money if a finance company chooses not to finance the vehicle.

  Also, like I mentioned Shawn told me he would be out of town, therefore it may have been 3 weeks before he heard from me again but that is because he asked me to contact Matt after the first time he and I spoke. Which I did repeatedly, although I didn't any luck getting him on the phone and I kept leaving messages. Please refund down payment. 

  Thank you

  Joee ********** 
   

  
  

  Business response

  03/13/2023

  We stand by our original decision:

  
  

  Unfortunately, the customer did fail the customer interview with the lender because she submitted incorrect information on her credit application. We tried for 3 months to get in touch with the customer with no return calls or emails. We then sent a certified letter for the customer to return the car back to the dealership.  I spoke with her after she received the letter. At this time, she stated she would come to the dealership to return the car.  We didn't hear back from her for another 3 weeks, at which time we decided to go get the car.  The customer was in the vehicle for a total of 4 months, in this time frame she also put 8,600 miles on the car.

  
  

  Shawn ********

  
  

  Customer response

  03/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this

   resolution.]
  As you can see in the receipt from the date of our purchase, I bought the vehicle on November 26, 2022. The vehicle was picked up on February 9,2023. That is not 4 months on any calendar. The milage on the vehicle is irrelevant. The car was driven as needed, by myself, because that's what cars are for, to drive. Regardless, nothing about any of this situation should allow Gillman CDR to keep my original down payment. Refund of the $700 is the only satisfactory resolution. 

   

  
  Regards,
  
  
  Joee ********** 

• Initial Complaint

  02/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On January 24th, 2023 I stopped by the dealership to ask about a refund owed to me on an insurance/warranty I purchased with my Jeep. I got a letter from the insurance company stating that a certain amount of unused premium is owed to me due to an early termination prior to its scheduled expiration date. I was told by that company when I called them to get in touch with Gillman for the refund. My Jeep was pretty much paid off in less than a year. No one could help me that night, not to mention the wait time on just getting in touch with a rep when I walked in for this, smh. I was told accountants were already off. I was told I was going to get a call the following day. Nothing. I reached out to an account manager and nothing until days later with an excuse of him not being in the office. I was told he would work on it the following day and nothing again. Weeks later and still nothing. No emails. No replies. No voicemails. Nothing. Just ghosted. I don't want this to go on for months. I gave this company good business. I just want back what's mine.

  Business response

  02/23/2023

  We have sent the refund back to the lien holder on 2/15/23.  The entire process is about an 8 weeks process as the cancellation form states, we are sorry for any inconvenience this may have caused.  
  
  Thank you
  
  Shawn ********

  CJDR 

  General Manager

  Customer response

  03/02/2023

  [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 made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.
  
  
  
   
  

• Initial Complaint

  02/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a vehicle. They waited four or so weeks to send me the title. I have to register my vehicle, so I go to the DMV and they say, that Gillman did not sign the title. So they rejected the application. So, I called Gillman to try and get some help. I was transferred around the dealership to voice mails that were too full of messages to take any new ones. I called four more times, and the receptionist did it each time. I cant fet them to talk to me I still do not have an answer to my questions. What am I going to do when the temporary tags expire in a couple of weeks. I can't get anyone from Gillman to talk to me. I have been on hold for hours. If I ever can get someone to talk to me, I would like to know what I am supposed to do. I would like to be reimbursed for the ordeal and a signed title!!!

  Business response

  02/13/2023

  I just spoke with the customer and the issue has been resolved.  Our title department sent a FedEx to him on Friday, he will take that with the title to the DMV there in Lake Charles. We sincerely apologize for the error and  have spoken with the employee to ensure this does not happen again.  
  
  Thanks 
  
  Shawn ********
  General Manager

  Customer response

  02/16/2023

  [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 made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  It should be noted that the bigger problem was my inability to get anyone from Gillman to speak with me on the phone about the problem, I must have been hung up on five times.

  Eventually, I did speak with the manager and the young lady who made the mistake went out of her way to address the problem.  She was very apologetic and kind.  I am satisfied and appreciate the BBB.
  
  
  
   

  
  

• Initial Complaint

  01/18/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 11/16/22 we purchased used 2017 Chrysler Pacifica from Gillman Jeep dealership. During our first visit, they offered us the terms of purchase. The original offer was PRO PACK for $895 (attached). They gave us the NitroFill leaflet and explained that the PRO PACK includes all these services (attached). We didn't agree to that price and ended up getting the PRO PACK for $395 (attached). As per the Buyer's Order, we paid these $395 for the ACCESSORIES (attached). It quickly turned out that PRO PACK was a fiction. There is no mention of PRO PACK in our contract. Clause 5 of this agreement says that oral promises are not valid. However, we never suspected that such a large and reputable dealer with good customer service could cheat us like this. Now we know it was our mistake. We should not believe the words they say, just have it in writing. But, there is no doubt that the seller knowingly and deliberately misled us. However, there is no PRO PACK in the purchase contract, but we paid $395 anyway. Our complaint is that we have not received any Accessories within this amount. Another thing is that, to this day, Gillman Jeep has not answer for our complain. They know we feel frauded. On 12/7/22 we needed emergency tow for our Pacifica. We decided to use PRO PACK for it. It turned out that no one at Gillman Jeep knew what a PRO PACK was... We tried to clear it up the next day. But they ignored us. On 12/16/2022 we wrote a complaint letter (attached) to the email addresses: *******[email protected] and [email protected]. We got no answer. I would try harder to resolve this dispute with Gillman, but this company does not provide any contact that deals with the complaint. All the contacts I've tried are only for buying a car from them! We expected from Gilman to cancel Accessories by 12/30/22 and refund the $395 towards our car loan principal.

  Business response

  01/20/2023

  We apologize for the breakdown in communication. You can always contact our dealership directly at 713-776-7000 and ask to speak with a sales manager. As far as the itemization of your contract, it lists the pro pack as part of your sales price on line 1 of the law contract which includes anything in the sales price + sales tax as listed on your buyer's order. You can always contact me directly, Shawn ******** General Manager at 713-776-**** or *********@gillmanauto.com. We will take your feedback and be sure to update our website with clear info on how to contact our management team. Please feel free to stop by the dealership any time and our finance team, or sales managers, would be happy to go over your paperwork and answer any questions you have.
  
  Shawn ********
  General Manager
  Gillman Dodge Chrysler Jeep & Ram
  713-776-****

  Customer response

  01/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I'm sorry Mr. ********. Contact with Gillman Jeep dealership, sales manager or finance team does not make sense. On 12/7/22 and 12/8/2022 we contacted by phone, via chat, by e-mail and SMS. Their answers were absurd. After each contact, we received an offer to buy a car (attached), but no one refered to our case.
  
  Just like Mr. ********'s answer. How does this relate to our complaint? I have circled the amounts listed in Mr. ********'s reply and in my complaint letter. (attached)
  
  The response of Shawn ******** General Manager confirms Gillman Jeep's standard of customer service. He knows we have been knowingly and deliberately frauded by sales menager, but he doesn't care. At least he could have said, "I'm sorry, but there's nothing we can do now because the papers are already filed, but we could make up for it in some other way..." or whatever. But he didn't. Once again, we are completely ignored.
  
  Be careful, at Gillman Jeep they will tell you that you have to pay extra money when you buy a car, but whatever they promise you, you will get nothing. They are very very nice, and they can put your guard down, unfortunately.
  
  We stand by demand our $395 refund. We paid for "Accessories" which we did not receive from Gillmann Jeep.
  
  Regards,

  Arkadiusz **********
  
  
   

  
  

  Business response

  01/31/2023

  Sorry for the confusion over accessories, we will refund the $395 to resolve this issue.  We have requested a check which will be mailed to the address on file.  All vehicles are accessorized with window tint, nitrogen, etc. before being placed on the lot for sale.  

  Customer response

  02/07/2023

  [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 made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I'm waiting for a check.
  
  
  
   
  

• Initial Complaint

  12/20/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am a victim of Fraud, misrepresentation, and abuse Gillman Chrysler jeep. My husband and I went to Gillman to purchase a wagoneer. we were approved for the 2022 wagoneer and the amount to be financed was $77,639.91 but I see over $87,000 reported on my credit. my contract that was approved by wells Fargo was canceled with. I got the notification from wells Fargo that they have canceled the contract. Surprisingly I see a report on my credit of $87,000 with a new lien holder I have no idea I they got my information. I never sign another after the cancellation of the first loan agreement. In fact, I was out of the US and when I came back I was informed that the new finance company is ********** with a balance of $87,000 and I never sign such a contract. my husband called ********** and they said they have both our signatures. Again I never sign the second contract and the first was voided. actually. This is Fraud. and is not acceptable in any circumstances. I have attached both the first contract and the said second contracts. I did sign the first contract that was canceled and I never signed the second contract. I was out of the US that day. But Gillman is putting an amount of $ 87,000 that I never approve on my name and my credit. In addition, I am pressing charges against GILLMAN CHRYSLER JEEP and his employee for fraud. Their action is not acceptable and must not go unpunished.

  Business response

  01/03/2023

  We are investigating the serious allegations the customer mentioned.  Gillman only requested credit reports on one day, trying to find the best finance rate for the customer.

   

  Sincerely,

   

  Shawn Cranford

  General Manager

  Gillman CJDR

*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. ↩