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:05/02/2025

  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.

  Oil change has 60% oil life left at time of purchase, front bumper not mounted correctly and rear bumper paint cracked chipped at side of car where put together, windshield washer fluid oversprays when engaged. Was told a pillar tower would be replaces since had cuts and burs drivers side window if gave perfect 10s on the dealer survey.

  Business Response

  Date: 05/07/2025

  The customer's vehicle is currently in our shop getting all stated concerns addressed.  

• Initial Complaint

  Date:04/29/2025

  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 used 2020 Ram 1500 here. Yes I should have looked it over better before the purchase but hear this. The truck was parked under a tree towards the back, covered in pollen, they didn't even pull it out front for us. During the initial look at the truck I mentioned that the back driverside qtr panel looked off in gloss, I was assured it was pollen on the truck. Carfax said one accident in front passenger side light damage, not rear driver side. I purchased the truck. Once I got home, we immediately noticed the back qtr panel was a completely different shade of black and had hardly no clear coat on the panel. Absolutely looks can spray painted. It looks horrible like a wholesale truck. My problem is, a ***utable name brand dealer should have never had a wholesale type vehicle like this even on their lot knowing exactly what they were selling. So I called the sales *** and he got me in touch with the used car manager. He wanted me to drive 2.5 hours one way back to show him the truck with no promise to even take care of the issue. I offered up for them to just find a body shop near me and have the panel painted quickly and I wasn't trying to get money out of them, I wanted a decent truck was all. The sales manager told me he would be back in touchbasap with my request and he wanted to make it right, he knew what condition the truck was in. Going on 2 weeks later, no call no follow up. I have a quote to get panel taken care of for well under $1k. The dealer could have acted and saved their face. Watch what you buy here used, I should have done better. Photo is attached, cameras don't exactly pick up what the eye does in person but this was the best I could get... the panel is dull, no shine, and a shade off.

  Business Response

  Date: 05/15/2025

  In response to the complainant we would need the vehicle brought to our facility for repairs. Thank you. 

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 returned my leased jeep in September 2024, I just had Chrysler Capital put a charge off on my credit score saying I still had the jeep.I went to Dulles Chrysler Dodge Jeep at ******************************* (seven months later) to find out they still had the Jeep and had forgot to submit the paperwork.I have been there in person and have called-**************** say it is the dealerships fault, the dealership admit responsibility but have not resolved the issue they created. I called today and asked to speak with the manager, a general manager anyone who could resolve the issue and was hung up on four times.

  Business Response

  Date: 04/22/2025

  The customer did come in and meet with our sales manager to get this issue addressed and it has been corrected.

  Customer Answer

  Date: 04/25/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23230693
  
  I am rejecting this response because:
  

  I returned the Jeep September 18, 2024, with a dealership employee we inspected the jeep together and I was told everything was fine.

  On April 11, 2025 the lease company Chrysler Capital put a charge off on my credit because they had not received any payment. The lease company explained the dealership had not grounded the jeep and they could not send a bill until it was grounded.

  The dealership still had the jeep but had not informed the Lease company.

  Once the dealership realized their mistake the contracted the lease company who the said I had excessive wear and tear and had replaced a battery.

  I only had work done on the jeep at the same dealership, they handled all routine maintenance and recalls. No battery was ever replaced.

  I returned the lease in perfect condition and should not be liable for 7 months of wear and tear, property tax, mileage driven or any other damages sustained by the jeep while it was  in their possession.

   I asked for the original paperwork from when I returned the jeep in September 2024 and the dealership does not have it, I also asked for the lease because I was not informed about the additional property tax ( my prior jeep lease was in ** and the lease agreement apparently is different) I have not received the lease copy yet.

  In addition to the above dilemma I have a reduced credit score impacting my finances because the dealership didnt inform the lease company when they received the vehicle in September 2024.

  I have not received any form of final bill from the lease company and was only told over the phone that I owe over 13 thousand dollars 
  For wear and tear and excessive mileage 
  Regards,
  
  ****** *****
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:03/01/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 certified pre-owned vehicle from this dealership. It was still covered by the manufacturer basic warranty at the time of purchase; it is still currently covered by the manufacturer powertrain warranty, as well as the dealership's certified pre-owned warranty. This vehicle was sold to me WITHOUT an air conditioning system, which was NOT disclosed to me at the time of purchase. This affects not only my ability to use the vehicle, but also its sale and trade value. I have attempted to get this issue fixed by Jeep dealership service centers, auto shops, and Jeep offroad shops and have been turned down at every avenue. I can no longer suitably use this vehicle in Virginia without air conditioning and am facing a serious loss in the sell or trade.

• Initial Complaint

  Date:07/12/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 cars.com dealership listed a new ram **** limited for *****, stock number *****. At first I thought this was a silly mistake, however I looked at the ad closer and the sellers notes listed:"$71,427 off MSRP! 2023 Ram **** Limited Let us show you why we are Loudoun County's #1 volume dealer. "I called the dealership, they verified the truck was still for sale, but refused to sale it and wanted to mark it up.

• Initial Complaint

  Date:05/15/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 2019 Ram **** from Dulles Chrysler Dodge Jeep Ram in 2019. I have two issues: a leak coming from the rear window area of my vehicle and a faulty rear drivers side seatbelt. I have asked the Service department to take a look at these issues multiple times only to be told they will call me back the next day. No return calls have happened. I have reached out to Ram care who responded with an authorization to escalate these issues to a specialist once I have the truck in the service center with an appointment. Again the service department at Dulles Chrysler Dodge Jeep Ram has not responded. The leak in the rear of the cab has leaked into the airbag and battery areas and has caused mold to form in the vehicle. This is a known issue with the 2019 Ram **** yet the dealer that sold me the vehicle and the extended warranty has not responded to my requests to schedule an appointment to investigate these issues. Both issues are serious safety concerns.

• Initial Complaint

  Date:03/28/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  March 19th I drove from ****** ******** to ******** to get a 2020 *** ****** from this dealership. The car wasn't ready for that day so we agreed verbally that on the 22nd I would receive the car, they ship it to me. On the 22nd the salesman calls and says the car isn't coming due to needing a sensor. I go back and forth finally he says the car will be here the 28th. I was told I would receive a check with the price of my rental in the car but not after the 28th and that took me talking to customer relations. Now it's the 28th and he calls me a 3 o'clock and says it will be Friday the 31st.

• Initial Complaint

  Date:03/03/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 Jeep 2021 Grand Cherokee ******* model from this dealership. In order to transfer my already-owned Maryland  tags I needed to get a Maryland Inspection. This state inspection was at my cost. In addition to the cost of the vehicle and my deposit, I now had to pay for a state inspection. In addition, the vehicle FAILED. They sold me a vehicle not fit for the road. Communication-- I have reached out to the manager by phone, left voice mail, and no returned calls I have left a message with ******* their "chat room professional". I left messages with a male which was rude on the morning of 3/3 and defensive. Multiple unanswered messages. Leadership- when asking people that answer the phones for a manager or who is in charge you get the run-around or 12 questions about who, what, etc. You would think they'd be proud of their leadership. With a D- rating I see why. No one returns calls or messages. I am seeking $2500.00 ($1000.00 for payment pulled in mid-Feb. $1500.00 for tires, mounting, balancing, and service) After putting $5000.00 down, this is half back for poor sales, communication, and service. I can scan and email dealership paperwork, screenshots of calls and messages unanswered on multiple occasions and platforms as well as Maryland Lemon laws where I reside. I will also include failed state inspection materials.

• Initial Complaint

  Date:11/16/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The financing department at this dealership, while possibly by mistake committed bait and switch. I was told in the finance room that their "weekend special" was a tire care package included on all purchases regardless. The representative didn't review the price of that package with me as he said we don't need to worry about it it's free on all new purchases this weekend. We reviewed the other warranty options and choose not to use those.When we got to the final signing page the cost of the vehicle had gone up by $1,000 and he couldn't explain why. He just said the final figure was close enough and pushed to sign, but I wanted an explanation as to why the price of the vehicle had gone up. He tried to get manager help with no luck, and said we would restart the system and try again. He started from scratch and selected the items for me this time taking me straight to the final line showing the original correct price we agreed to. I signed those documents and was told the fix was the tire package but will figure that out this week just sign and he'll get help later. This was Sunday evening right before closing. I called my salesman and was told that I specifically declined that special and that's why it was removed nothing they can do. I tried to call the main line, email customer care rep, and got no answers back until I left a review for the dealer online. The manager then calls and explains that the "special" was supposed to be paired with if I paid for the full extended warranty and only then included for free. That her finance rep didn't know this and admitted he made a mistake. That was never explained to me that I wouldn't receive that package anymore, and now being told tough luck it's not included if I want to pay for the full extended warranty they can email me some options.I was told this was a free offer and used as a selling tool to get me to move forward, and then removed from the documents and then ignored after the fact.

• Initial Complaint

  Date:10/07/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  We bought a 2017 **** ****** last month. Salesperson (Javon) was great. It's a used car, and we bought it as is, without the warranty. Not that we didn't expect it to have repair needs in the future, but we thought we were buying a vehicle that had been thoroughly checked by the service department and was in good working condition before selling it to us. Get the vehicle home, and four days later the check engine light comes on. Husband opens the hood, and he notices that there's no cap for the washer fluid tank. He also notices that the motor mount has a tear in the seal and it's leaking hydraulic fluid. I've also started noticing that when I turn the vehicle on and it's in park, or if I'm idling at a stoplight, I there is the distinct smell of gas, even with the windows up. A few days after the check engine light came on, it started flashing. Flashing check engine lights are very very bad. Oh, and it's also got a small oil leak. I wish I was making this all up. Call the dealership and they said I could bring it into their service department for a diagnostic, but couldn't guarantee that any of the repairs needed would be covered. We live about 40 minutes away and decided that the hassle wasn't worth it if they couldn't guarantee they'd cover it. Took the car to a local auto shop to get inspected. Car FAILS inspection because it has a broken rear shock. Also, the right front inner axle boot is ripped. Call the dealership back and ask to speak to a manager. He basically tells me (after I give him the long list of issues on a car we've had less than 2 weeks) that we bought the car as is, and there's really nothing he can do about it. Offers to refund $100 dollars to our credit card as a "courtesy." We still haven't gotten that refund. Took the car into the shop again today to get all the issues addressed, and it will cost us $2100 out of our own pockets to fix a car that should have never been sold to us in that condition.