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:10/25/2024

  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.

  My name is ***** ******** and I purchased a 2024 Jeep Wrangler back in May of 2024 with the help of my Father ***** ********. ***** ******** is on all the paper work, but I ***** ******** have and pay for the Jeep. In June 2024 I submitted an issue to the dealership concerning my Jeep. They made me an appointment for September 16, 2024. September came around and I took my jeep in and shared my concerns. My jeeps front windshield made a whistling noise when driving and the touch screen was slow. I also showed them a video of the issues. Fast forward to today October 25th. They just now started working on it, but say they cant determine the issues. They say they have been working on it, but I have proof of where they only started to work on it this past week. They say they ordered a part for a recall on it that I didnt even take it in for. But what I actually took it in for still has yet to even be determined! I call almost everyday for no one to answer, someone to say they will give me a call back, or the run around of we have to determine whats wrong first even after I showed them what was wrong. I have been in a rental through Chrysler and Im paying out of my pocket for it and I have to wait to be reimbursed. I have paid around 3400 to date for this rental and I cannot afford any longer. The dealership has done nothing to try and help me nor do they try to keep my updated. I just need my jeep fixed for one simple thing, the wind shield. I dont even care if they dont fix the touch screen.

  Business Response

  Date: 10/25/2024

  Mr. ********

  I appreciate you bringing this issue to our attention. I have your service advisor reaching out to you to make sure you get a vehicle to drive while we resolve this issue with your new Jeep. I will make sure that this is handled as soon as possible. Please feel free to reach out to me in the future with any questions.

  Thank you 

  ***** ******

  Customer Answer

  Date: 10/30/2024

  Complaint: 22474903
  
  I am rejecting this response because:
  I have yet to receive a call from anyone concerning this issue. I was told every time that there is no loaner vehicle that would be provided. That I would have to go through Chrysler and that they would reimburse me. I had a rental for over a month and had to return it due to not being able to afford it and still not having been reimbursed for it! Ive spent over $4000 on the loaner on top of my monthly payment for the vehicle. And for the dealership to tell me that they have not been able to ***** the windshield (even after Ive showed two associates the video of what was wrong) 
  
  ***** ********

  Business Response

  Date: 10/30/2024

  Mr. ********,

  Again, I do apologize for the inconvenience this is causing you. You're 100% correct that the technicians haven't been able to duplicate the issue at hand. I have had my ************* manager go on multiple test drives in different seats to see if he can hear what you are describing. At this point we cannot duplicate the issue in which your concern is pertaining to. If we are unable to duplicate your concern, there is very little we can do to fix it. Your vehicle is awaiting one part to take care of an ************* Update from the manufacturer, otherwise is ready for pickup. If we can be of any assistance helping to get reimbursed from the manufacturer on the rental vehicle, please let us know. Thank you! 

  Please feel free to come speak with me anytime with any other questions. 

   

  Customer Answer

  Date: 10/30/2024

  Complaint: 22474903
  
  I am rejecting this response because:
  even after showing two of your associates a video of me driving it and it being recorded when the noice was going on, youre telling me yall cannot and will not try to fix it? Im not making this up for me to have spent over 50 thousand on a vehicle that is not 100%.

  Ive explained to numerous employees that it does it when you are on the highway and the wind hits at a certain angle. It has only been driven a few times and at that only on ********** where the limit is 40mph! Its also being driven on a low tire! If they would have started trying to fix it a month ago maybe yall would have heard it by now! I need this fixed asap. 

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

• Initial Complaint

  Date:09/26/2024

  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.

  On august the 14th I went to Lithia and bought a 2022 jeep gladiator certified and I also bought the 6 years extended warranty. I havent made the first payment just yet because scheduled on September the 28th. The jeep is gas, I only drive it from work to my house, I have drove it for no more than a thousand miles. No it sounds like a diesel engine because of the mal functioning. Call them to ask for a brand new one, but they told me i have to go through warranty, and I said no, I dont want this car anymore besides that there is a waiting list of two weeks for warranty to check my car and decide if theyre gonna fix it or give me a rental, I dont want to drive it no more, I dont know whats wrong with it and I dont want it to get it worst.The problem here is, I live in a really small town with no dealerships, I was having problems with my old car a 2005, knowing everything of the car so I was able to fix it on the spot, but it was time for a newer one, so i bought one, and surprise, is malfunctioning already, is sounds like a diesel engine.I work 6am to 6pm every day for 2 weeks, having only a weekend off and the another 2 weeks from 6am to 6pm, I have no time to be dealing with a broken car thats why I got this one, but I dont want it anymore, I dont want anything free, I asking them to exchange it for a new one or one that actually works.

  Business Response

  Date: 10/09/2024

  We are picking the vehicle up from the customers house and bringing to the dealership to diagnose. we are also putting the customer in a loaner vehicle while his is here at the dealership. 

  Customer Answer

  Date: 10/15/2024

  Complaint: 22341626
  
  I am rejecting this response because:
  Yes they let me use one of theirs cars, but cannot drive it more that 100 miles a days and a cannot go out of the country and I go every 2 weeks for days off, but now I cant for theirs restrictions,they didnt give me any registration or form of insurance. Also they told me my car was the priority to get it fix, now they told me my car is in the waiting list for inspection.

  im hand tied.

  i ask to return this one and get a new one. 
  

  I think this is a joke, I can do anything with the loaner.
  Regards,
  
  ****** ******* *****

  Business Response

  Date: 11/08/2024

  Mr. *****,

  We are working on getting your vehicle to get it back on the road for you. I hate that you are having a poor experience with your preowned vehicle so soon. You have the ability to drive one of our rentals free of charge, however I am sorry you can't take them into ****** due to insurance purposes. Hopefully you can understand that. Is there a better time to reach you? I have reached out to you numerous times myself and can't ever connect with you. Please let me know so that we can get this resolved asap for you. Thanks

• Initial Complaint

  Date:08/14/2024

  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.

  When I purchased the vehicle the dealership brought up that they were waiting on a part for a exhaust manifold for the truck. When the contract was drawn out the dealership put this on the "We Owe." I followed up with the dealership several times over the upcoming months. In November the general manager told me they would order a non OEM part off Amazon to fix the problem if I was OK with it which I agreed too. I was told I would be called once the part arrived. This phone call never came. Since then I was ghosted by the dealership to where I do not even get a response. The exhaust now makes a off noise due to this not being fixed. Research has also showed that the fuel mileage decreases by up to 33% due to the exhaust issue.I also was not informed of the oversize tires on the truck which has the speedometer off by close to 10% which I found out on the first trip I took the truck out of town. This has caused an additional headache.

  Business Response

  Date: 08/26/2024

  We have reached out to the customer to resolve and have not heard back. Please feel to reach me at ************

• Initial Complaint

  Date:07/17/2024

  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.

  Here is the service contract along with the cancellation form. 

  Business Response

  Date: 07/11/2024

  ****************** purchased this service contract from a different dealer than us. He would need to contact his selling dealer, All American Chrysler Dodge Jeep Ram, to obtain his refund for cancelling his service contract.  It does indeed show cancelled but FCA/***** sends all refund payments directly to the selling dealer. We are only able to refund service contracts that we sold through our dealership-I'm not sure why he listed us for the complaint.

  Customer Answer

  Date: 07/17/2024

  The contract was purchased through Lithia CJDO, Inc ****************************************************************************** 

  Customer Answer

  Date: 07/17/2024

  Ive been trying to get my refund for a contract cancellation since January 6th 2024. My refund was sent to the wrong finance company. This was discovered in April and the car dealership sent in a correction. In May a copy of the paid in full from my finance company and a copy of the contract cancellation request form showing the correct bank as the lien holder was provided to MOPAR. It has since been sent to them 3 more times but they claim theyve only received it once. We got a case number and it was supposedly escalated on June 5th but 4 phone calls back to the company and no one has done anything or will provide us with any information on the status. Each time I have called I have asked to speak to the person working the case and have been told I could not speak to them. At this point I feel like my money has been stolen from this company as they are refusing to give me a status update and are stalling to return my refund.

  Business Response

  Date: 07/17/2024

  My name is *********************** and I am the General Manager at All American Dodge of Odessa. I do see where the contract was cancelled back in February and was sent to the wrong lender. I have a call into my Mopar rep to get this handled asap. I can assure you that we are not holding your money. I will be reaching out to you very soon with this resolved. Please feel free to reach out to me at ************

  Customer Answer

  Date: 07/17/2024

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

• Initial Complaint

  Date:07/08/2024

  Type:Billing 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 took my vehicle in for a transmission and 4x4 service on **** 10,2024. I had previously taken the same vehicle in for the same exact service in December of 2023. The service adviser, ***********************, told me the service would cost about the same as December which was $1,093.86 and that it would be finished later that afternoon. I returned later that day and she said technician had not started on my vehicle. Went late the next day, still was not finished. She told me the transmission was leaking oil from one of the bolts so technician had to fix it. Turns out, the bolt had been stripped and would have to be retapped and reinstalled with new bolts. Long story short, my vehicle was not completed until a few days later with a bill of $1,896.70. $800 more than the previous service. Apparently, I was being charged for supplies and labor used to fix the stripped bolts. My truck is still under warranty so whether it was the technicians fault or mechanical failure, I should not have been charged for the bolts/labor. ***** was not there when I went for the truck so I spoke with the manager, *********************. He removed the bolt parts and brought it down to $1,610. I told him it was still significantly higher than the **************** and he said it was because the 4x4 service was not performed back in December. I assured him it was but I did not bring my December receipt and their system was down so they had no way of looking it up. I needed my truck so I paid the bill. I sent ***** an email on **** 26 comparing both service receipts explaining how the labor for the 4x4 service was twice as much and I was being charged for extra fluids. Nowhere on my **** bill does it show retapping and reinstalling transmission bolts so Im sure the cost was hidden within the 4x4 service. With increase of labor and parts cost, I wouldve paid around $100 more for **** than back in December. Therefore I feel I was overcharged at least $400. I have not received a response from ***** or ****

  Business Response

  Date: 07/08/2024

  We have reached out to the customer and are refunding the difference to him. When CDK was down for the 2 weeks it was it didn't allow us to see what the difference was from the first transaction in December. Customer will be receiving a refund for the difference.

  Customer Answer

  Date: 07/09/2024

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

• Initial Complaint

  Date:10/24/2023

  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 7/3/23 we dropped our 2010 Dodge truck off to be diagnosed and hopefully repaired. The truck was having electrical issues and my husband thought that someone at a Dodge garage should be able to fix it or find the issue quickly. They told us that it would be about 2-3 weeks. About a month and a half later we called them to see what the hold up was. They told us that no one had even looked at it yet because a tech was out of town. A few weeks later they told us that they possibly found the issue and it was going to be a $900 part. We waited for the part to arrive and for them to install it. That did not fix it and they asked for additional time to diagnose. Over the next month we called and texted and they kept telling us that they were still diagnosing it. I requested that they escalate the issue up the chain, etc. They drained our brand new batter and tried to charge us $400 for a new one. They then told us that if we wanted it fixed, we would essentially need to replace the whole front end and quoted us $6k. We finally told them that we would just come and get it because they were the most incompetent people that we had ever worked with to date and didn't believe that diagnosis.. They told us that we would need to tow it home because it wasn't running. We told them no, that we drove it in and would drive it out. They then told us that someone had slammed the large bay garage door into the hood and that they had to take it to be repaired first. We had to wait another two weeks after that. We picked it up and they forced us to pay for the $900 part that did not fix the issue whatsoever. My husband got it home and took it apart and within two hours found a loose plug that fixed the entire issue. Any mechanic would have easily seen this plug issue. We were absolutely scammed for $962.51 and they tried to scam us for $6k. This is illegal practice. We need a refund and they need a criminal investigation.

  Business Response

  Date: 10/24/2023

  After researching what transpired here with this instance, we are going to refund the money to the customer.