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:02/20/2023

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:02/14/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:02/10/2023

  Type:Customer Service 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 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

  Date: 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 Answer

  Date: 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

  Date:01/18/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:12/20/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

• Initial Complaint

  Date:12/15/2022

  Type:Order 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.

  fraud: unauthorized credit inquiries, multiple loan contracts issued,
  
  my wife and I bought the 2022 jeep wagoneer on 09/17/22. we traded in a 2019 Lexus rx450h. due to TBF being $77,639.91. we have all the paperwork. About 10 days later I saw many other credit inquiries from the same dealer without my consent, I call the salesperson and said they found a better deal than what I got there alone on 09/27/2022. my wife was out of the USA. I didn't have my previous contract with me to match the numbers. The seller failed to print the preview contract for me to review with him, then he made signed electronically without seeing the initial numbers on the initial contract. all he told me was the only difference is the rate that got low to 4%. I was happy and with trust, I did sign. I told him my wife was out of the country and he said he pretend he never hears of that. and said I am the principal buyer anyway.
  I got the copy of some paperwork and left thinking I got a better deal. expecting to make surprise my wife when she comes back from an international trip. when I got home I noticed that the new amount to finance is over $8600 over the first contract and one additional year on the financing term. I went back and the finance representative made me sign another document but a blank document saying was busy at that time and that he will make a calculation later fill out the form and send me a copy of all cancelations and showing the same amount to be financed as on the original agreement after that, no feedback till today. I called multiple time the finance company and reported that the contract they bought was invalid since both parties never sign. they keep ignoring me as well and they only harassed me for payment. Now over $87000 on our credit with a bad contract that was not our will. Today I refused to make the payment expecting the finance company to have the contract reviewed and contract corrected. the term must be the same as we first got the vehicle.

  Business Response

  Date: 12/16/2022

  Mr. ****** came into the
  store today, we went over the paperwork and the customer has decided to cancel
  the warranties he purchased. I have completed the paperwork and issued the
  customer his copy.  I will work to have the check cut as soon as possible
  and sent to the lien holder. Mr. ****** stated he was happy we
  were able to resolve the issue.
  
  Sincerely,
  
  Shawn ********
  General Manager
  Gillman Dodge Chrysler Jeep & Ram
  713-776-4901

  Customer Answer

  Date: 01/18/2023

  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 initial contract was signed by both buyer and co buyer. The second contract was fraudulently signed by dealer on cobuyer behalf. Cobuyer was out if statement on the date statement. But it show her name and a signature. That is fraud. Secondly my wife , cobuyer is not aggreing on the amout to he finance. Not aggreing on the monthly payment and not aggreing ont amoutvreported on our credit. This contract is fraudulent and at keast will need to be recontracted  with correct number. Our next action to take the case to the court as I told the Manager of Gillman. By the law No one cam sign the loan on another person. 

   

   

  
  [Provide details of why you are not satisfied with this resolution.]
  
  
  
  Regards,
  
  
  
  
  
   

  
  

  Business Response

  Date: 01/31/2023

  We have refunded all additional
  products purchased, to the lender that the customer requested. We refunded
  the policy cancellations to the lender so the amount of the financing
  would be where they wanted it. 
  
  Our stance is that we
  did not sign the paperwork for the customer.  The OCCC has already closed
  the case they filed stating there was nothing done wrong by the dealer. 
   We offered to trade the customer out of the car if they were unhappy with
  the unit and they declined that.  There is nothing else left for us to do
  so the customer is happy.  We consider the matter closed.

  Business Response

  Date: 02/14/2023

  As of now we have
  resolved the issues with the customer. We have come to an agreement for a
  one-time offer to compensate them for the issues they have endured.

  As of now
  the customer is happy and stated they will do business with Gillman in the
  future.
  
  Thanks 
  
  
  
  Shawn ********
  General Manager
  Gillman Dodge Chrysler Jeep & Ram
  713-776-4901

  Customer Answer

  Date: 02/23/2023

  [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

  Date:11/16/2022

  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 am a disabled veteran in need of your assistance. I purchased a 2019 ram from Gillman back in July of this year. After purchasing I noticed that there were some additional products and a warranty that I did not ask for included in the deal totaling $5,198.00. So I filled out the cancellation form on ****** 26, 2022 as directed and was informed it would take 6-8 weeks to process. September 22, 2022 I paid off the loan with Capital One. It has now been 14 weeks and still nothing. I have spoken to several of their team members on numerous occasions, including their GM Shawn ******** to resolve this matter. Nothing has been done and there has been zero follow through. Every team member told me my cancellation had been uploaded to dealer connect and that it was in process. Their off-site cancellations team is responsible for processing the cancellations and refunds. So as directed I sent an email to their cancellation team on November 3. They also have not responded. I have contacted mopar periodically checking to see if the warranty was cancelled and as of November 14 it still had not been cancelled. I would greatly appreciate your assistance in getting this matter resolved so that I can have my $5,198.00 back. Should you like to speak with me, I may be reached at **********.

  Business Response

  Date: 11/17/2022

  We
  apologize for the delay in this process. Due to the current conditions of
  remote communication with our warranty administrator the cancellation process
  start to finish has been taking upwards of 10-12 weeks to complete. We have
  communicated that with Mr. ****** during every visit to our dealership. We are
  happy to report that the funds have now become available to refund and we are
  issuing a check today. We will communicate directly with the customer to
  arrange to pick them up, or we will mail the refund directly to their
  address. 
  
  
  
  Thanks,
  
  Shawn ********
  General Manager
  Gillman Dodge Chrysler Jeep & Ram
  713-776-****