Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My 2014 Jeep Cherokee was brought in onJuly 2nd solely to address an issue with the engine mount. The initial mileage was164,039. I paid$1,636 (with a military discount) or $1,741 originallyfor this repair. When I picked up my Jeep onJuly 9th, the mileage was164,049. Shortly after leaving the lot and driving home, my car catastrophically overheated. It is crucial to note that I hadabsolutely no overheating problems prior to leaving my vehicle at this dealership; the engine mount was theonly issue.According tomanagement, they stated that I needed to have my undrivable vehicle towed back to the dealership, and my mileage was164,052. Itwas immediately discovered that theupper radiator hose had been broken at the quick connect. This damage was undeniably a direct consequence of the work performed by their technicians during the engine mount repair. Despite this clear evidence, the dealership's response was infuriating and dismissive. They repeatedly claimed it was "not their fault" and that their team was "nowhere near the area that broke." They then astonishingly stated that once the vehicle left the lot, it became my responsibility, dismissing the incident as a "rare situation."I was told I would have to pay over$1400 to fix the hose thatthey broke.This is an outrageous demand, especially for someone on a fixed income. Not only did their service directly cause new, significant damage to my vehicle, but they have refused to acknowledge their culpability, leaving me stranded. Because I don't have an extra $1400 "laying around," and my Jeep is my only mode of transportation. I was forced to purchase the necessary "dealer only" parts myself, which cost a little over $200, in a desperate attempt to find an independent mechanic who will fix their mistake so I can get back to work without depending on others.

  Business Response

  Date: 07/18/2025

  Dear Ms. ************** you for taking the time to share your concerns with us. We understand how frustrating and stressful this situation must be, and we truly regret the inconvenience youve experienced.
  We want to assure you that we thoroughly reviewed the repair work performed on your vehicle. Our technicians confirmed that the engine mount was the only component addressed during your visit. As part of our process, we also test-drove your vehicle for approximately 10 miles after the repair, and we did not observe any signs of overheating during that time.
  While the area where the issue occurred was not part of the repair work performed, we completely understand your frustration. We genuinely want to help get you back on the road and offer our support in this situation.
  To assist you, we are willing to complete the coolant hose and thermostat repairincluding both parts and laborfor $800. While we cant guarantee that there isnt additional engine damage, we are hopeful this resolves the issue and will keep you informed every step of the way.
  Please let us know how youd like to proceed. Were here to help and appreciate the opportunity to support you.
  Warm regards,
  Mo *********
  Managing Partner
  San Antonio Dodge.
  

• Initial Complaint

  Date:06/27/2025

  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.

  To Whom It May Concern,Im reaching out to file a complaint regarding my recent experience with Jeep Dodge. As a ********* veteran, Im extremely disappointed in the lack of communication and professionalism shown during a time-sensitive and critical car repair.I own a Jeep Wrangler and needed to replace the catalytic convertersa costly repair totaling around $5,500. To help cover this expense, I worked with a nonprofit organization that assists veterans with essential auto repairs. They approved my request and were ready to pay Jeep Dodge directly. All they needed was the businesss license number and insurance policy number for verification before issuing payment.Despite multiple follow-ups by both myself and the organization, Jeep Dodge failed to provide this basic information. After days of delays, I was informed that corporate Jeep refused to release the requested documentation. This raised serious concerns. Why would a verified organization offering direct payment be denied such standard information? Is the business not properly insured?As a loyal customer who has spent over $10,000 with Jeep in the past year, I expected far better treatment. The entire process was frustrating and unprofessional, especially given the urgency and the nature of the request. I ultimately had to go to a different repair shop, which immediately provided the necessary documents and completed the repair without issue.This experience has left me questioning Jeep Dodges commitment to supporting veterans and their customer base in general. I hope this complaint prompts internal review and improvement, as no customerespecially a veteran seeking legitimate assistanceshould be treated this way.

  Business Response

  Date: 07/09/2025

  Dear Ms. **************** and foremost, I would like to personally apologize for the frustration and inconvenience you experienced during your recent attempt to have your Jeep Wrangler serviced with us. As a ********* veteran, your service is greatly appreciated, and it is deeply concerning to hear that we did not provide you with the level of communication and support you deservedespecially during a time-sensitive and critical repair.
  We sincerely regret the delay and lack of clarity surrounding the request for our business license and insurance documentation. While certain corporate policies can sometimes limit the release of information without direct agreements, this situation should have been handled with much better care, follow-up, and empathyparticularly given the nature of the request and the organizations intent to assist you. For that, we are truly sorry.
  We recognize the impact this had on your trust in our dealership, and we take your feedback seriously. We are reviewing the way these types of requests are handled to ensure that no other customer, especially one who has shown loyalty and served our country, feels unsupported or dismissed.
  As a small gesture of appreciation and an effort to make amends, we would like to offer you 25% off any accessories for your Jeep. Whether its for future customization or practical upgrades, we hope this can be a meaningful way for us to show our respect and commitment to you as a valued customer.
  Please feel free to reach out directly, and wed be glad to assist you with this offer or anything else we can do to regain your trust.
  With sincere respect and appreciation,

  Mo *********

  Managing Partner 

  Customer Answer

  Date: 07/14/2025

  Complaint: 23529660
  
  I am rejecting this response because:

  Dear Mr. ********************** you for taking the time to respond to my concerns and for acknowledging the missteps that occurred during my recent experience at your dealership.

  I genuinely appreciate your apology and the effort to offer a resolution. That said, I do have a few follow-up questions. Has this issue been formally reviewed at the local level? Id like to better understand what policy was followed in this instance, and what your current protocol is regarding the release of business license and insurance information to verified nonprofit organizations offering to pay directly on behalf of customers.

  In situations involving essential, high-cost auto repairs, many individualsespecially veteransrely on nonprofit assistance. My concern is whether your policies allow for some flexibility and common-sense accommodation in cases like this. The organization I worked with is fully verified and regularly pays service providers directly by phone. It was difficult to understand why your team couldnt provide basic documentation or facilitate this processespecially when another reputable shop did so immediately without hesitation.

  While I do appreciate the gesture of offering 25% off accessories, it doesnt address the core of the issue or the stress caused by the delays. I wasnt asking for a courtesyI was trying to move forward with a fully funded repair through a legitimate support channel. The roadblocks I encountered were frustrating and avoidable.

  I also imagine this isnt a one-time situation. When policies or misunderstandings prevent serviceeven when full payment is availableit likely results in lost revenue and strained customer relationships. I truly hope your internal review leads to clearer processes that better support customers, particularly those relying on third-party assistance.

  Thank you again for your response and for your attention to this matter.

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

  Business Response

  Date: 07/18/2025

  Dear Ms. **************** you again for your thoughtful response and for sharing your perspective so clearly. We sincerely appreciate your patience and the opportunity to address your concerns.
  We completely understand the importance of the situation you described, especially when it involves nonprofit organizations stepping in to assist individuals in need. Your feedback has been taken seriously, and as mentioned, we have taken steps to review our internal procedures to ensure better clarity and responsiveness moving forward.
  While we cannot speak in detail about internal policy changes, please know that this matter has been reviewed at the local level, and your experience has contributed to that evaluation. We are committed to ensuring our team is better prepared to handle similar requests in the future, with the understanding that compassion and flexibility are essential.
  We deeply regret any stress or frustration this situation caused. Your input is valuable and will continue to inform improvements in how we serve all members of our community, especially those who rely on external assistance.
  Thank you again for bringing this to our attention.
  Warm regards,
  Mo ********
  Managing ****************start="1411" data-end="1414"> San Antonio Dodge Chrysler Jeep Ram

  Customer Answer

  Date: 07/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:05/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2018 **** f150, they told me it had no mechanical issues and I spent 3k on recknditioning that they ensured it was in eccelllent mechanical condition. Under 30 days the transmission went out and other mechanical issues. My wife was driving the truck and nearly caused an accident she is pregnant. I went to speak with the General manager but they have refused to talk to me. They fixed the transmission but there are still noises consistent with transmission issues. I am requesting to trade this vehicle for a functional vehicle that doesn't not have mechanical issues.

  Business Response

  Date: 05/19/2025

  Dear Better Business Bureau and *** ******,
  

  Thank you for your patience. Ive been out of the office on vacation for the past 10 days, which unfortunately caused a delay in our response. I want to personally assure you that your concerns have our full attention, and we are committed to working with you toward a resolution.
  

  Since learning of the mechanical issue with your 2018 **** F-150, our team has taken several steps to support you. We replaced the transmission at no cost to youa major repair we were glad to cover under our commitment to customer satisfaction. We also provided you with a loaner vehicle during the process to ensure you were not left without transportation.
  

  We understand the seriousness of the situation, especially considering your wifes pregnancy and the stress this has caused. Your safety and peace of mind are our top priorities. To that end, we previously extended an offer to trade you out of the current vehicle and into another one, and we want to reaffirm that this offer remains open and available to you.
  

  Were here to help and are more than willing to work with you to find a resolution that meets your needs. Please feel free to reach out directly so we can continue this conversation and find the best path forward together.
  

  Respectfully,

  Mo *********

  Managing Partner

• Initial Complaint

  Date:04/01/2025

  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 test drove a jeep and asked the price and the salesman looked at the price on the window and said let me double check.said it was 48k plus 10% off and jeep cash $8,000 so it would be $35!200. Went inside to buy the jeep and they up the price to $58!000 ! I walked and the next day the salesman called to see if I was interested in a different vehicle. So I inquired about the manager special on the website that said buy today for $40,918. They did the same bait and switch game and changed the price to $58!000 ! I spoke to the sales manager about this and he said well it has different tires and an alarm. I replied it needs to say buy today for $58,000 otherwise it false advertising because it is obviously not a miss print since the same thing happened on the first one I tried to purchase. They are not selling vehicles for price advertised.

  Business Response

  Date: 04/12/2025

  Dear Better Business Bureau and Mr. ******************* and foremost, we would like to sincerely apologize for the confusion and frustration caused during your recent experience. At our dealership, we strive to provide honest, transparent, and respectful service to every customer, and we regret that your visit did not reflect those values.

  The pricing discrepancy you encountered was the result of an error made by the third-party company that manages our website. Unfortunately, they failed to properly update the listings to include recent upgrades to the vehiclesuch as premium tires, lift etc, which impacted the actual sale price. We have formally requested a retraction letter from them acknowledging this mistake and are working closely with their team to implement tighter safeguards to prevent such issues in the future.
  

  Additionally, wed like to clarify that only our management team is authorized to discuss final pricing and manufacturer incentives. Our product specialists are trained to demonstrate vehicle features, answer product-related questions, and assist with the paperwork involved in the purchase process. This helps ensure that all pricing information is accurate and comes directly from those empowered to make those decisions.

  We also want to note that rebates and incentives can be quite complex. They often vary depending on the vehicle brand, trim level, current manufacturer programs, and even the buyers location or eligibility for specific promotions. Because of this, final pricing cant always be universally applied or quoted without a thorough review by our management team.

  We understand how this situation has impacted your experience, and we appreciate you taking the time to bring it to our attention. We are taking this matter seriously and are committed to making the necessary corrections

  Please dont hesitate to reach out to us directly if youd like to further discuss your experience. We would truly appreciate the opportunity to restore your confidence in us.
  Respectfully,

  ******** "Mo" *********

  General Manager

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

   

  
  

  Customer Answer

  Date: 04/12/2025

  Complaint: 23147978
  
  I am rejecting this response because:
  Your salesman double checked the price of the unit before I test drove it. The vehicle was on the showroom with a banner on the windshield that said MANAGER SPECIAL so what is the special?  I went inside to purchase the vehicle and you upped the price $12,000! and you have not addressed that part of the complaint The salesman checked the price with the sales manager so how can you blame that on a third party? You still have the unit advertised at a lower price than you plan on selling it for. I spoke with 2 of your managers so if it was a mistake you could have corrected it. Two times with different vehicles you have lied about the price on vehicles that say MANAGER SPECIAL and when you think someone is interested in it you up the price. I bet if I asked on social media if anyone else had the same issue I have feeling it would be a lot of people. These are deceptive trade practices !!!

  Regards,
  
  M ******

  Business Response

  Date: 04/16/2025

  Dear Better Business Bureau and Mr. **************** you for your follow-up and for giving us the opportunity to address your concerns further. We truly regret the negative impression this experience has left and understand your frustration regarding the advertised pricing and communication during your visit.
  We want to sincerely apologize for the confusion around the vehicle marked Manager Special. While the banner is intended to highlight vehicles with unique features, pricing adjustments, or time-sensitive incentives, in this case, the information presented did not reflect the full and accurate picture due to delayed website updates and changes in the vehicles configuration.
  Our intention was never to mislead or misrepresent pricing. The issue was compounded by recent equipment upgradessuch as aftermarket tires, lift kit, etc. that had not yet been reflected in the online or showroom materials, which unfortunately impacted the final price. We understand this created confusion, and we deeply regret that.
  To clarify, we will absolutely honor all discounts and manufacturer incentives as shown on our website. However, we cannot honor a websites final price if it does not account for additional dealer-installed equipment or aftermarket enhancements that were added after the vehicle's arrival from the factory. These additions are separate from manufacturer pricing and must be factored into the final cost.
  We are currently reviewing our internal communication and online publishing procedures to prevent this kind of situation in the future. Additionally, **** requested a retraction letter from our website management team acknowledging the pricing miscommunication on their end.
  Please rest assured that we take this matter seriously. We do not condone deceptive practices of any kind, and your experience is helping guide important changes in our processes to ensure this doesnt happen again.
  We appreciate your feedback and your time, and we hope you will consider this a sincere effort to address your concerns with honesty and respect.
  Respectfully,

  Mo *********

   

  
  

  Customer Answer

  Date: 04/16/2025

  Complaint: 23147978
  
  I am rejecting this response because: You only have an obvious lawyer written response to cover your false advertising online. You cant explain how your salesman quoted me a price that he received from management when I was at your dealership in person. This reads like the response of a guilty company! You might be wise to stop trying to BS me and have the owner respond because I dont think the Federal Trade Commission will believe your explanation either.
  
  Regards,
  
  M ******

• Initial Complaint

  Date:03/12/2025

  Type:Billing 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 am seeking legal assistance regarding a potential breach of contract involving a vehicle purchase. On 01/24/2025, I financed a 2020 Chevrolet Silverado 1500 Duramax for $42,000 at Dodge, Chrystler, Jeep, Ram in San Antonio with an agreed *****%. At the time, I had recently paid off another vehicle just three days prior to securing this financing. Now, one month later, the dealership has contacted me stating that the bank has rescinded the financing agreement and is requiring me to return to renegotiate the terms They are offering a $2,600 discount on the original price but increasing the interest rate to 21.6%, which raises my monthly payment by almost $50. I believe that this situation constitutes a breach of contract and may involve deceptive financing practices. I would appreciate the opportunity to discuss my legal options, including whether I am obligated to accept these new terms or if the dealership is acting unlawfully. I have attached the dealership and I's paperwork.Please let me know how I can proceed and what steps I should take to protect my rights. I am available for consultation at your earliest convenience. Thank you for your time and assistance.

  Business Response

  Date: 03/12/2025

  
  Dear Ms. ************************** you for reaching out and sharing your concerns with us. We understand that this situation is frustrating, and we truly appreciate the opportunity to look into it further for you. Please know that our team is reviewing the details, and we will be in touch soon to discuss the next steps.
  
  
  Our goal is to ensure that you feel heard and supported throughout this process. We appreciate your patience and will be following up with you as soon as we have more information. In the meantime, if theres anything else youd like to share, please dont hesitate to reach out.
  
  
  Best regards,
  Mo Hernandez 

  Managing Partner 
  San Antonio Dodge Chrysler Jeep Ram
  

  
  

• Initial Complaint

  Date:01/08/2025

  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.

  On September 25, 2024, I had my 2014 Dodge Charger towed to this dealership as it would not turn on, displaying the error 'do not shift/turn on engine". In speaking with ******** I specifically told him, DO NOT TOUCH THE MANIFOLD as I am in litigation against *********************** He quoted me $299 for a diagnostic exam. Upon retrieving my car on September 26, 2024, I was charged $499. The explanation I was given was that they had to conduct 2 diagnostic exams, which I questioned. I was given no clear answer by ******* or the service manager. I was also told that since I signed the agreement upon leaving my car, I agreed to "that price". ******* quoted me verbally $299 as I told him I couldn't read the agreement as I didn't have my reading glasses, "It's OK, Mr. ******* we have you covered....it will be $299".Later when the car went into limp mode, I looked under the hood, noticing immediately that the manifold was worked on, nuts, screw, anchors were either loose or missing as well as the anchor bolt. Upon returning and speaking with the service manager, he denied everything stating "Well, we did not work on the manifold per your request and obviously it was that way", verifying that ******* stated, **** ****** did request we do not touch the manifold."The 'recommendations/service record/estimate" do not show the nuts, bolts, screws, and/or anchors were neither missing nor loose. The recommendation was to replace the upper manifold, which I specifically requested for them not to touch. Since then, my car has had many problems with the manifold (air leak). A friend who does mechanic work and I attempted to redo the manifold, only to find that the most forward bolt was somehow stuck/caught. When we attempted to pry the s**** we noticed that the manifold was actually cracked. I have placed a liquid seal on it. Initially, an apology would have sufficed, yet now I am seeking some financial help in addressing this major mechanical issue.

  Business Response

  Date: 01/09/2025

  Dear *** ******,
  

  Thank you for bringing your concerns to our attention and for providing us with the opportunity to address them. We sincerely apologize for any frustration or inconvenience you may have experienced during your visit to our dealership.
  

  We have reviewed the details of your complaint and referenced Repair Order ******. Based on our records, you brought your 2014 Dodge Charger to us on September 26, 2024, for diagnostics on two concerns: a check engine light and vehicle shuttering while decelerating. Our standard diagnostic fee for each concern was communicated to you as $249.95, which you authorized by signing the service agreement, for a total of $499.99.
  

  Our Findings:
  

  During the diagnostic process, our technician identified the root cause of both issues and provided you with the recommended repairs. However, these repairs were declined at the time of service.
  

  Following the completion of the diagnostics, you returned to the dealership with concerns regarding your intake manifold. Upon review, we found evidence of prior work on the manifold, including incorrect bolts and the use of RTV sealant, which was noted during the initial diagnostics. Our records confirm that the manifold was not touched during our inspection, per your explicit instructions.
  

  We understand the difficulty of this situation and your concerns about the condition of your vehicle. While we cannot take responsibility for the issues with the manifold, we want to assist in a way that respects your circumstances and acknowledges your continued trust in us.
  

  Proposed Resolution:
  

  We are unable to provide a replacement for the manifold under these circumstances. However, as a gesture of goodwill, we are happy to offer you the replacement part at 10% over our cost should you choose to perform the repair independently or with another service provider.
  

  Our goal is to ensure you feel supported and valued as our customer. Please let us know if youd like to proceed with purchasing the part or if theres any additional information we can provide to assist you further.
  

  Thank you for your understanding, and we hope this resolution demonstrates our commitment to maintaining a positive relationship with you.

  Sincerely:

  Mo *********

  Managing Partner 

   

  Customer Answer

  Date: 01/09/2025

  Complaint: 22783947
  
  I am rejecting this response because:
  
  Regards,
  
  ******* ******

  liars!!! Both you and ******* verified that I said

  DO NOT touch the manifold, yet when I find these bolts lost, loose as well as the anchor bolt that I purchased at another dealership. On top of that the 1st manifold bolt has somehow become stuck. When prying it off we noticed that that part of the manifold was cracked. You say that your mechanic diagnosed the manifold when I specifically said not to. Which essentially says he did touch it. Secondly, when and where does any dealership charge for 2 diagnostics?? And that is NO WHERE in your pricing guides. And who would agree to 2 diagnostics?? ******* said diagnostics costs of $299, so if you all continue to decide to be misleading, lying than so be it. I would NEVER allow you to touch my car again.

  received an error that some files are to large to attach 

  Business Response

  Date: 01/09/2025

  Dear Mr. ******************* you for taking the time to share your feedback. We sincerely regret that you feel our service did not meet your expectations and apologize for any misunderstandings that may have occurred during your experience with us.
  

  We understand your frustration regarding the condition of your manifold and the charges for diagnostics. We take your concerns seriously and want to clarify a few points:
  

  Manifold Request:
  We acknowledge and respect your specific request to not touch the manifold. Our records indicate that the manifold was visually inspected during the diagnostics process, which is a standard procedure to identify the cause of the issues you reported. However, there was no physical repair or alteration made to the manifold. We regret if this was perceived otherwise and apologize for any distress this caused.
  

  Diagnostic Charges:
  We strive to ensure transparency with our customers, and we regret if there was any confusion regarding the cost of the diagnostics. While you signed an agreement for the two diagnostic services conducted on your vehicle, we understand your concern regarding the charges.
  

  As a gesture of goodwill and to demonstrate our commitment to your satisfaction, we are offering to refund one of the diagnostic charges ($249.95). This refund will be issued promptly once you confirm your acceptance of this resolution.

  Thank you for bringing this matter to our attention, and we hope to resolve this to your satisfaction.
  

  Sincerely,
  Mo *********

  Customer Answer

  Date: 01/23/2025

  Better Business Bureau:
  
  I have met with Mo ********* at San Antonio CDJR and have agreed to accept the refund of $249.95.
  Please accept this letter as a formal letter to close my case.
  
  Thank you from your time.
  
  ******* ******

• Initial Complaint

  Date:12/19/2024

  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.

  Salesperson was a Hispanic girl approximately in her late 20s . The phone number given was ************. There have been numerous unethical and faulty practices by this dealership are listed as follows:December 7, 2024 oPromised a black Dodge 2025 Ram 1500 Tradesman Quad Cab, 4 x 2 for $34, 795T on the phone.oI went to the dealership it was sold.oThey offered me another truck. I agreed. It was the same offer but a different truck. The color for this one was Silver/Gray.oI went to the finance department and signed for 80 months at $468/month.********* I signed listed a black truck and signed with a pen.oI went outside and the truck I was getting was a Silver/Gray one.oI thought it was a loaner while they prepared the black truck.oAnother salesperson mentioned that the first payment would be due February or March.December 9, 2024 ** called the lender and was told the contract was signed on 12/6/24 for 84 months, silver truck. The contract I signed listed the truck as black. This date was before I purchased the truck and an additional 4 months were added to the contract.oI informed the lender, ***********, that the contract was fraudulent on three points: the color of the truck, the signature date and number of months it was financed.oThe lender is investigating.oReturned to the dealership. Asked for a copy of my contract and name of the salesperson. Spoke to manager, ***** *********. I have video of the conversation. He refused to provide me a copy of the contract and name of salesperson.**** offered ****** for my 2018 Dodge Ram 1500 Crew Cab. I don't know what I received for my truck. I don't have a copy of my contract. ** was told by the lender the first payment due was actually in January and not February or March.Given the fraudulent practices of the dealership, I would like to have the black truck that I signed the contract for with the original terms provided for ******************************************** March.

  Business Response

  Date: 12/19/2024

  Dear Mr. ****************** you for bringing this matter to our attention. We sincerely apologize for any confusion or frustration you have experienced throughout this process. Your concerns are very important to us, and we take them seriously.
  To ensure we address this situation thoroughly and work towards a resolution, we would like to set up a meeting with ****** *****, our General Sales Director. This will allow us to review your concerns in detail and find the best path forward.
  Please let us know a time that works best for you, and well be happy to accommodate your schedule. You can contact us directly at ******************************************** to coordinate the meeting.
  We value your trust and appreciate the opportunity to make things right.
  Sincerely,
  Mo *********
  San Antonio Dodge Chrysler Jeep Ram

• Initial Complaint

  Date:10/28/2024

  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.

  Ive spent over $5,000 at the *********************** Chrysler Jeep Dodge dealership here in *** Antonio, for services on my car, and Im really disappointed with the experience. Its frustrating to receive spam emails about them wanting to buy my car right after my initial oil change. If you check the reviews for Dodge Chrysler, you'll see a lot of complaints, especially about them claiming that cars need new engines when in fact it was a minor fix. I They scammed out of my $5,000, especially since I had a lifetime warranty the whole time!I can't believe they didn't look up my warranty when I came in. A couple of months ago, I reached out to the manager, *******, who told me to send my claim to ****************************** but I never received a response. I've sent multiple emails to *******, and it seems like he isn't taking my refund request seriously. It feels like I'm asking for just $20 instead of a significant amount. He doesnt answer my calls, and I often end up on hold for a long time. Each time I call, I get routed to someone new, and I get vague answers about someone "supposedly" calling me back. Its frustrating that no one seems to care enough to provide a name or follow up properly. Ive been emailing repeatedly for a resolution, and Im still waiting to get back the $5,000 I spent at Dodge!I really hope things improve soon! If you have any advice on how to handle this situation, Id love to hear it!

  Business Response

  Date: 10/28/2024

  Dear Ms. ***************** you once again for your patience and for allowing us the opportunity to address this matter. We truly apologize for the oversight regarding your warranty coverage and the inconvenience this has caused.
  As we previously discussed, once we confirmed that the repairs should have been covered by your warranty, we immediately contacted the warranty company to assist with processing a reimbursement on your behalf. They informed us that this request would need to be initiated by you directly, so we shared the necessary details for you to proceed. We understand that you have since reached out but have not yet received a reimbursement check. After following up with the warranty provider, they advised us that they still need documentation to process your request, and they suggested contacting the Chrysler customer call ********************** to initiate a case, which may help expedite the process.
  Additionally, in the event of any shortage in the reimbursement payment, we want to ensure you receive the full amount you are owed. If there is a discrepancy, please know that we are more than willing to cover any difference once you provide documentation confirming the amount paid.
  We are here to support you through each step of this process. If you need further assistance or have any questions, please dont hesitate to reach out directly. Thank you again for your understanding and patience as we work toward a resolution.

  Please send all the info to 

  MOPARVEHICLEPROTECTION
  PO BOX 2700
  ****, MI 48007
  
  *****************************************
  
  ************ Option #3

  Kind Regards

  ****** Germain 

  Service Director

   

  Customer Answer

  Date: 10/30/2024

  Complaint: 22476638
  
  I am rejecting this response because:

  I hope this message finds you well. I wanted to express my disappointment regarding the lack of communication. I noticed that I havent received a call from you, and despite sending several emails to Mopar warranty (which Ive attached for your reference), I havent gotten any responses. When I try to call, I often end up on hold without any answers.
  You mentioned that you would follow up with me, but it seems that I havent received the support I was hoping for. Im just trying to understand the situation better as I really value effective communication. With my 17 + customer service of experience as a Admin/Personnel Officer in the Navy, I know how important it is to stay connected, and I would appreciate and customer service in the Navy is implemented in our office for all of our Sailors, Follow up is very important for customers.

  I will be taking further action if this is not resolved.

   

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

  Business Response

  Date: 10/31/2024

  Dear Ms. ************* truly appreciate you taking the time to reach out again and share whats been going on. Im sorry for the frustration and delays youve experienced with the warranty process and communication on our end. I know how important clear, timely updates are, especially when it comes to something like this.
  Weve provided the contact information and instructions from Chryslers customer call ********************** in hopes it will speed things up for you, but I want to make sure were helping in the way thats most useful for you. Could you let me know what additional support you need from us to keep things moving forward smoothly? Id like to do all I can to make this right.
  Thank you again for your patience and for giving us the chance to make things better. Please feel free to reach out to me directly if theres anything you need.
  Warm regards,
  ****** *******
  Service Director

• Initial Complaint

  Date:09/26/2024

  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.

  I purchased a car from the dodge dealership on 06/16/24 not even a day later I notice my car doesnt have a horn which is illegal in ***** to sell a car with no horn , which already violates the Texas transportation code, I didnt take directly back to the shop because of a busy schedule and possible money complications a month in a half after that my car fuel pumps give out on the highway and I had to go get that repair at the dealership not even having the car for two month mind you the inspected the car these professionals only fixed the fuel pump and never informed of other faulty parts I also requestedd that my horn be fixed and i was told it would be done twice and then when I got it and I ask about the horn they told me to schedule another appointment I been driving with no horn I was sold a car with no horn , now my brakes are worn out with needed repairs in the 1000s and this is all done with in the span of 06-16-2024 ? I was on the phone with a service worker who was there when my car was brought in for the fuel pumps and ******* said he realize my breaks were bad then as well

  Business Response

  Date: 09/26/2024

  Thank you for bringing your concerns to our attention. We understand how frustrating it can be when vehicle issues arise, and we want to assure you that we are committed to helping resolve the matter.
  Regarding your concerns about the horn and brake issues, we are more than happy to further inspect and address these problems to ensure your vehicle is in top condition. While an exchange of the vehicle is not possible, we take all customer feedback seriously and will make every effort to ensure your satisfaction.
  Please let me know when can schedule a convenient time to address your concerns.
  

  Thank you for your understanding and for allowing us the opportunity to assist you.
  

  Sincerely,
  

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

  San Antonio Dodge **************** Team

• Initial Complaint

  Date:05/20/2024

  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.

  Please DO NOT take your vehicle to get serviced here unless you are trying to get scammed. My husband owns a 2023 dodge ram , check engine light came on, we took it in to see what was wrong they said fuel was contaminated and it was also rust in the tank service advisor said it was not covered and going to Cost us 10k. He also told us the mechanic had sent him 4 pictures of the damage in the tank! My husband went down there and looked in the fuel tank and it looked completely fine! 2 days later they call him saying it was ready for pick up allegedly it was just a bad fuel pump and covered under warranty we still had to pay close to $400 dollars. It upsets me that they really tried to scam us from the beginning and tell us all wrong information. If my husband ******** go in there that same day they probably wouldve got away with it! Our service advisor as ******** At the end of the day they are not honest and try to scam people

  Business Response

  Date: 06/11/2024

  Subject: Sincere Apology and Full Refund for ******************* Experience
  
  Dear *****************,
  
  I hope this message finds you well. I am truly sorry to hear about the distressing experience you had with our service center. Please accept our sincerest apologies for any inconvenience and frustration caused during this process.
  
  We take allegations of dishonesty very seriously and are disheartened to learn that you felt misled regarding the condition of your vehicle and the associated costs. This is not indicative of the high standards we strive to maintain, and we will be conducting a thorough review to address and rectify these issues internally.
  
  Regarding the service charges, we would like to offer you a full refund of the $400 you were required to pay. Ensuring your satisfaction and regaining your trust is our utmost priority.
  
  To process your refund, please reply to this email with your preferred method of receiving the reimbursement, and we will expedite it immediately.
  
  Once again, we deeply apologize for the inconvenience you experienced, and we thank you for bringing this matter to our attention. We hope to have the opportunity to serve you better in the future.
  
  Warm regards,
  
  *****************; 
  General Manager  
  ********************************************  
  San Antonio DCJR...

  Customer Answer

  Date: 06/12/2024

  Better Business Bureau:
  
  Hello, *********************! I gave you a call and was waiting for your call back. I will accept the refund and I will personally pick it up from your office. 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***********************