Complaints

• Initial Complaint

  01/25/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I own a 2023 dodge Durango SUV thats still under warranty. Two months ago I started experiencing a connectivity issue in a technology they refer to as a Uconnect box. I get an error message that black out my Navigation screen with an error message to say to contact an authorized dealer. The error causes a distraction from driving especially while using the *** and it is a a safety concern for me as I got distracted while traveling and missed my exits and turns a few times. Last time it happened, someone cut in front of me on the highway as I was pressing the ok button to get my map navigation back and I almost had a terrible accident. I took the car to the dealership two months ago and they said they couldnt copy the code where the error is coming from. I had to keep going back a few times until they were able to record where the code was coming from. The last time I took it there, they kept my car for three days. They didnt offer me a loaner. They didnt figure out the issue , claiming that they need to duplicate the issue to be able to fix it. I had to take my car out of the dealership, as i need transportation. I contacted corporate office and they contacted the dealership but simply took the dealership explanation and closed my case. They informed me that there are other customers dealing with the same issue and there is nothing to be done. I think its a major safety issue. Dodge has to fix the error or give us vehicles that doesnt experience that error. Not asking for a brand new car. At least something equivalent. The BBB is my last hope before I look into filing a law suit.

  Business response

  01/27/2025

  When the customer arrived, the vehicle was working as designed.  We were unable to duplicate the concern, therefore unable to perform any repairs.  Customer was instructed if the issue persists, to bring it back in for diagnosis.  As per Chrysler repair policy, unless the concern can be duplicated, no repairs are to be made.  This is why Chrysler would have closed the case.

  Customer response

  01/27/2025

   
  Complaint: 22856342
  
  I am rejecting this response because:

  this is a safety concern to me and as per any corporate policy, safety comes first if they cant duplicate it, when the issue happens again, it wont guarantee that it will be duplicated when I take it back to the dealership again! I already took my car back there three times  

  
  Sincerely,
  
  ***** ******

  Business response

  01/28/2025

  We follow Chrysler's policy.  This is not a safety concern.

  Customer response

  01/30/2025

   
  Complaint: 22856342
  
  I am rejecting this response because:
  The screen gets blacked out while I am using the *** for navigation. It can cause disorientation as I miss my turn or exit attempting to get out of the error message. Most recent instance caused a distraction while another driver cut in front of me! How is distraction is not a safety concern to Dodge? 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Date of transaction was 07/23/2024 My interest charge was *****% which I was not aware of until after my mom came to sign all the paper work and insurance was already put on vehicle. I was charged $1,199 for Predelivery charge and was told that it was required by law.I was charged $2,099.00 for service contract which is the Wolf package that I was forced to get and told I needed it to get approved. Which was supposed to be $1,000 less since I rejected the package the first time and they told me I needed it and they would lower it $1,000 since it was needed to be approved by the banks. I was told sales tax was not added to the contract but shows on my end that $1,157.56 was included. I was also told if I did not pay the full amount or resign contracts I will not be able to get my plates for the vehicle. Which I also uploaded an image of the new contract they wanted me to sign that they sent over digitality since I did not have time to go to the dealer. Which I did not sign.

  Business response

  08/27/2024

  *************************************, after reviewing your transaction, we found that all processes were followed, and all documents were properly signed by both you and your mother. As far as the interest rate, that is determined by the lending institution/bank based off of the signer and co-signer's credit history. The dealership only helps in facilitating the loan process. All charges are fully disclosed in both the buyer's order as well as the contract.  The $1199 predelivery charge aka dealer fee is charged with every transaction, every time.  The Warranty contract and gap insurance you agreed to purchase are also optional which are also signed for by both you and your mother. As far as taxes are concerned, we do not charge sales tax we only collect it for the state of *******. Unless you hold a tax-exempt status, taxes are collected for every transaction and again are disclosed on the buyer's order and the contract. Several attempts to contact you were made by management via phone as well as by email on August 7th and 14th which are attached. Management was only able to contact your mother but never heard back from you.  We apologize for any misunderstandings. We do however run a fully transparent operation and hope this clarifies any issues you may be experiencing.

  Sincerely,

  Farbod Rad

  General Manager, Deland CDJR

  Customer response

  08/27/2024

   
  Complaint: 22196879
  
  I am rejecting this response because:

  I do understand completely how the interest rate is determined. The problem is that I was not aware of it and asked multiple times while going through the process and was advised every time that they are still working on getting that information to me. But I was given papers work with monthly payments every time how is it that you guys are aware of the monthly payments but not aware of the interest rate. As I stated I was not aware of the interest rate until I got into the finance office and my mother asked and he told us. If I had been aware of the rate as I asked both days, I would have never agreed to the car. Now you mentioned absolutely nothing about The Wolf package that I was forced to get that I did not want. Even when you guys called me to resign contracts because you guys made a mistake on them which I chose not to do I asked again if they can take that package out and was told they cannot do that and he also advised me that I didnt have to take that offer if I did not want to. He confirmed that I was right. Unfortunately, you state that everything in the contract is correct but why was I told that I will have to pay the full amount of taxes that never got added to the contract but now you are stating everything was correct the first time. So, why was I sent a new contract a couple days after? I uploaded the new contract in the previous message(digital contracts). Yes, I am aware of the gap as I asked for that to be added to the contract my issue is with the package I never wanted. I have never had an issue when getting a vehicle and I would have never reached out to anyone about my experience but the way you guys handled this whole thing made me completely uneasy. You claim full transparency but if that was true why is this even being brought up. Why would I get a vehicle with this interest rate when I was able to go to another dealer to get something a lot lower. But you guys made it seem like I had nothing to worry about because of my mom's credit.  But i uploaded the new contracts you guys where trying to force me to sign again. Making it seem if I did not sign I would be liable for a huge sale payment as well as not plates. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  08/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This company is false advertising false adding fees to final price. They are scamming people out of thousands per sale per car. Proof is all the emails I have proof is the invoice for purchase I received. Proof is all the negative complaints. This dealership needs to be banned from selling and banned from. Being a dodge dealership. 1 week I was looking for a vehicle choose a 2010 ****** yaris for 6900 advertised in their website and autotrader.com and many other websites. They only disclose few fees paperwork fee ok 200 tag agency fee 200 ok but they Invoiced final price double then sell price. They added 2875 wolfpack fee they add 1200 dealer fee they add tire fee they add battery fee they add so much fees the price of car doubles and it's false advertising it's scam in my opinion with emails and invoice I have to prove it's all scam Florida needs to put a stop to them

  Business response

  08/05/2024

  To whom it may concern:

  We here at Deland CJDR do our best to be as transparent as possible during every transaction.  We do greatly appreciate the opportunity to earn your business. However, in the transaction that you have to brought to my attention I am not understanding why you feel we have not disclosed the fees on this vehicle as advertised. A BBB complaint typically derives when a client purchases a vehicle from our facility but I believe we were still negotiating the terms of this purchase with you. You also sent a screen shot of the ****** Yaris you were looking to purchase with a higher purchase price indicating we were trying to come to an agreement in the terms of the purchase.  Attached is our website disclosure that specifies the Price is plus tax, tag, title, registration, any dealer installed accessories / benefits, pre-delivery fee $1199, private tag, electronic filing, and that pricing excludes our Wolfpack advantage.  Therefore, we have been transparent in our pricing and any applicable fees associated with the purchase of a vehicle from Deland CDJR.

  We do apologies for any misunderstandings on your part and hope we can help you and your family in the future.

   

  Thank you,

  Farbod Rad

  General Manager

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I would like the dealership to install the parts I requested.

  Business response

  07/17/2024

  We installed the aftermarket parts that are offered for customer's vehicle.  After we installed the parts, he said it doesn't have a feature he wanted.  Unfortunately, that feature doesn't exist and was told to him when the parts were ordered.  

  Customer response

  07/17/2024

   
  Complaint: 21913194
  
  I am rejecting this response because
  I approved the attached quote with the assurances by employee **** that the installation would provide me with daytime running lights (DRL).  After installation and paying for the work, an inspection revealed there were no DRLs.  **** was summoned and after his inspection, he returned to the parts department saying it probably needed a setting.  Upon return, he advised that he never assured the parts would provide DRLs.  It doesn't make sense that I would approve and pay for something which would not give me what I wanted.  

  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased two vehicles from this dealership. I later found out that they added on a Wolfpack advantage warranty to one of the vehicles. The only information I was given on this was after the purchase and includes a 3 month warranty on electrical and mechanical. The challenger I bought has had mechanical issues since the purchase so I brought it in to them this am and Im being told that I have to pay $185 to diagnose the issue despite any warranty. Im also being notified of a deductable which I have no knowledge of. I was told to contact my salesman but have had no luck getting any responses from the sales manager or the gm despite several emails.

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I took my 2016 ******************* in for an oil leak, I was told the oil assemble was leaking. He called next day said the rear main seal was repaired as well. They fixed original problem....$1859.00.4 weeks later and 300 miles, had oil leak. Rear main seal was leaking again. It was not done properly. I went back to Deland Chrysler where I started. This time they broke ******** that holds transmission lining. I left message with ***** at Deland Chrysler, no phone call back. No response! I called again left a message with *******************, Manager of Dealer, still no response and no phone call back. Very upset at the customer service given to me there at ********************************************* and I will not be back.

  Business response

  03/26/2024

  The rear main seal was leaking again and was fully covered under the Mopar parts warranty.  It is a plate/seal that *** have been improperly made.  Not sure since it was taken care of under warranty, why the service performed was less than satisfactory.  We cannot predict if a seal will go bad whether it has 3 miles or ****** miles.  This is ********************* and I have not received a phone call regarding this concern.  ******************* is a sales person, not a manager.  I will be more than happy to talk to **************** if he would like to call.

  Customer response

  03/26/2024

   
  Complaint: 21447450
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************,  I received a text from ************** on Friday March 1 at number ************ and responded with my concerns, left two phone messages through the dealership main phone number after two weeks no response.  He can check my phone, when i called and asked for the manager of the dealership they connected to **************, please info your operators who is in charge.  I did not have a rear main seal problem, oil housing unit was found when Jeep was serviced at the dealership i brought from, but wanted it fixed by a Jeep dealer, seems that was a mistake.  I understand your response but you did not have all the information.  I told the service man going in what the problem was

• Initial Complaint

  01/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I am very discouraged and dissatisfied by how Chrysler Capital handles theirs business and the customers. A certified check was mailed on July 5th,2023 to make a full payment. I have attached one of the many letters they have send me regarding this payment in full. According to the letters the payment was made on July 6th,2023. This was a paid off account by consumer and they ended charging off to my credit report. It has affected my credit tremendously and I need them to make it right. Chrysler Capital has received my business for many years. The letters promising me that they will make it positive on my credit report has been issued all the way thru December. I cannot be delinquent in my credit history because Chrysler Capital made a mistake. I am urging this company to fix it immediately since this issue has been happening since July. I refuse to wait any longer. They need to fix this issue on my credit report by the end of the month of January.

  Business response

  02/05/2024

  After thorough investigation, it has come to our attention that the concern is specifically related to Chrysler Capital and not Deland Chrysler Jeep Dodge Ram itself. We understand the importance of resolving customer issues promptly and want to ensure that the appropriate parties are involved in addressing the matter. Deland Chrysler Jeep Dodge Ram is committed to providing excellent customer service, and we take any concerns seriously. To help expedite the resolution process, we kindly request that the customer's complaint be directed to ********************** Capital. They handle the financial aspects of our transactions, and any concerns related to financing, billing, or similar matters fall within their purview. We appreciate your attention to this matter and want to assure you that Deland Chrysler Jeep Dodge Ram is here to assist in any way possible. If you require additional information or if there are further steps we can take to clarify the situation, please do not hesitate to reach out. Thank you for your understanding and cooperation in ensuring that this matter is appropriately addressed.

  Customer response

  02/07/2024

   
  Complaint: 21170802
  
  I am rejecting this response because: Chrysler Capital is unreachable and incompetent. They have been sending the same letter for months. If you can give us the information to reach out to them. They can email my secretary directly if they please@ ************************** I have tried everything to resolve this issue. It's so simple as removing there horrible report on my credit.
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped my 2011 Chrysler T&C complaint of engine light, battery light and was throwing 60+ codes. They had my vehicle 3-4 wks until July 29 before I drove it out of the parking lot. It’s still hesitating to go into first and shifting hard through the 1st set of gears. I immediately took it back because it was still throwing a code for pressure too high or too low for too long, in regards to the transmission I was told that it would either work itself out or it was a code that was stuck in there and to continue driving it. I did for about a week & then it stopped shifting out of 1st, so I parked it & it’s been parked for months,anytime I try to contact the dealership I was told that I could not speak at the mechanic I was only allowed to speak to the Nash that took info on the van or the manager. I know a lot about vehicles. The transmission had been replaced a couple years prior which is why I stopped driving it because I did not want to mess it up. I was also advised on the phone before picking it up then all my fluid checked, then when I got there that was recanted and stated that they didn’t check fluids even though the transmission does not have a dipstick it has a cap at says for dealership use only when I brought it back they told me it was a quart low on transmission fluid and then told me what I said above,which obviously it has not. I really do not want to take it back to the dealership for the lack of empathy. I spent $3500 to replace the PCM and the TIMP THEN I ASKED HIM TO REPLACE THE HARNESS THAT RUN BETWEEN THE TWO SINCE THEY WERE THERE ANYWAY, WHICH WAS NOT DONE, AND FROM MY RESEARCH, THERE IS A WHITE AND BROWN WIRE IN THAT HARNESS THAT COULD CAUSE THIS CODE, OR IT COULD BE THE SENSOR. THE VAN ONLY HAS 120,000 MILES ON IT, really can’t afford to trade it in but don’t know what else to do.

  Business response

  02/15/2023

  Customer came in for intermittent starting issues.  Battery light and check engine light were both on.  Upon inspection we found codes for PCM and Fuel pump control circuit.  Found the totally integrated power module with an internal failure, as well as the pcm ground circuit issue.  Customer agreed to have them replaced for a cost of $3308.80.  Once vehicle was repaired, it was test driven.  On the test drive the transmission would not shift and the air bag light were on.  We informed customer that there was an issue with their transmission at that time.  What the vehicle was brought in for was repaired. 

• Initial Complaint

  10/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2021 Toyota Tundra from Deland Chrysler Dodge Jeep in 05/2022 at the time of purchase the sales person Raymond T***** stated that the Realtor that owned the truck before me was mailing the key to the dealership. I followed up with Raymond 6x's on the key until he eventually stopped responding. I gave the dealership a poor rating on Dealer Rater 10/2022 and was called on 10/2022 by Raymond. I informed Raymond that his tone was extremely unprofessional and that I didn't appreciate being contacted to be argued with by a dealership employee on what he said when I have attached text messages as proof of our conversations. On 10/12 we took our vehicle into the dealership for its first service (oil change and front end alignment for right directional pull) We had an appointment for 11am and my husband arrived at the dealership 30 minutes early. He waited 4 hours before the vehicle service was completed. When the Tacoma was provided back to my husband and he had paid for the service it had to be immediately brought back for a sharp left side pull after the alleged alignment work was completed. We started with a slight right hand and the vehicle was given back to us with a sharp left hand pull. My husband immediately turned around and brought the Tacoma back to correct what had been done, and he was yet again waiting in the service department for the re-servicing of the vehicle after waiting 4 hours initially. On 10/13 we received a text from Stephanie M***** at************** requesting all 10's on a service survey for your dealership. We responded to Stephanie M***** on 10/16 and have not received a response in return. I have emailed the Service Department Director and Assistant Director on 10/19 without response. It is very disappointing to drive 45 minutes for a scheduled service and waste an entire day in the service department and have only 1 of 2 the two items paid for completed properly and up to par with automotive industry standards.

  Business response

  11/22/2022

  Business Response /* (1000, 5, 2022/10/28) */ We have spoken with customer and resolved the issue. We refunded them the cost of the alignment, and they will take it to another shop to have completed.

• Initial Complaint

  04/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a used 2011 BMW 750Li on April 1st for $16,995, from the local Dodge and Chrysler dealership in Deland Florida. Three days after purchase the vehicle drained engine oil onto my driveway ruining the driveway. I took the car back to get looked at and they said they couldn't find any issues. Four days after that the low engine oil warning displayed on the cars dash. I took the vehicle back to the Dodge dealership and they gave me a quart of oil and said "Good luck, take it to Daytonas BMW dealership. We don't have any BMW certified mechanics". Since owning the vehicle I have barely been able to drive the it. It sat in my drive way on top of a tarp for weeks before BMW would take it in to inspect the damage. The day my BMW appointment came around, the car wouldn't start. I had to get the vehicle towed to Fields BMW in Daytona who has told me a LIST of problems that should have been addressed before selling the car.. the car I bought should not have been able to be legally sold. I paid $16,995 for a car that a just over a month later needs over $12,000 dollars worth of maintenance to make it "street safe". Also the warranty that the 'Ken', the financial advisor that conveniently got fired after my purchase, sold me only will cover $8,000. Ken assured me that the $3400 warranty would cover 'whatever were to happen down the road.' Well my car to this day is still getting worked on and MOPAR had to send a inspector to BMW to see how bad of a vehicle I bought from their dealership was. Just to see if they will cover the costs. There is no lemon laws here in Florida, I am a Veteran from California. Whatever happens with this car, I do not wish to live in a state that allows businesses to abuse the public. I've told everyone I meet about my experience with that dealership. But I guess it's "what they are known for". Sad that they are allowed to sell such poor quality vehicles while representing certified brand name like Dodge and Chrysler.

  Business response

  06/16/2022

  Business Response /* (1000, 5, 2022/05/02) */ Mr. ******, We want to begin by thanking you for your business. We do strive to inspect and sell quality pre-owned vehicles and it was obviously deemed to be safe to drive before leaving the dealership. However, there is no way for us to determine what can happen in the future with ANY vehicle. Just as the Nissan you traded in with us had a cracked radiator and overheated, as well as an oil leak. Due to the many interlinking components inside BMW's was the reason we recommended taking it to the BMW dealership. We apologize for any inconveniences this may have caused. Consumer Response /* (3000, 7, 2022/05/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Firstly, my step 2 states "do not include any personally identifiable information in your response". So I am unsure if as the business, you are required to address me by name, or if you simply didn't care for my privacy. The Nissan was a 1990 Nissan 300zx, 32 years old, and that car drove me from MCAS Miramar San Diego, to Deland Florida with no issues. Upon trading it and speaking to the General Manager himself, I stated all the issues I had with the car, from the starter to the rubbing of the tires along the wheel well what he wanted to listen to was not up to me. While selling me the BMW, the whole sales team and service reps, including the General Manager, all stated what a solid vehicle the BMW was. Convinced me, I never owned a BMW but I felt assured. Your financial manager stated that "lucky for you this BMW has the 4.4 Turbo motor, its a solid motor". As we were walking to the financial managers office, he stated "I added up that warranty for the car and it kept your payments below "X" range!" I didn't ask for the $3400 warranty. And clearly it came in handy having, but the principle is that I never had a option between warranties or if I even wanted it. The confusing part where I wasn't allowed to use the warranty until after 30 days of purchase made me wonder if they told me that so that I couldn't return the car. I am not familiar with the car laws here in Florida but the are ruthless I am learning. I drove the 2011 BMW 750Li home, 6 miles, and it started leaking oil on my driveway. 3 days later my dash lights came on, one for coolant and the other for oil and servicing. I came back to the dealership to have the coolant light and oil light inspected. The coolant issue went unsolved after two separate visits and you handed me a quart of oil on the third in person visit and told me to take the vehicle to BMW dealership in Daytona because, "We do not have any BMW certified mechanics." Fields BMW in Daytona stated that the leaks they found should have been caught before trying to sell this vehicle as anything other than a wholesale car. Jokingly Fields stated "We would have sold this car for $500 at the auction". Well I bought it for just over $17,000... spent $3400 for a warranty that is only covering 2/3rds of the $12,000+ repair bill. Of course the warranty process during the time of sale was rushed and confusing, I trusted the financial manager when he said bumper to bumper is everything besides wearable items. Guess that wasn't true either. My last visit to the Dodge dealership I spoke with the Sales Manager since the General Manager avoids making eye contact with me. After explaining to me that they would only give me $7,000 for the vehicle "sight unseen" A MONTH after purchase. Then being told "Well that's depreciation for ya". On a 11 year old BMW 750Li? I even put $1,000 down at the time of purchase to help against depreciation. How fast do 11 year old cars depreciate these days? $10,000 loss in a month? Seems a little drastic. Pretty good profit margins if the previous owner only took that! Deland Dodge Chrysler knowingly and willingly sold a car that should NOT have been deemed sale worthy. The argument about "every car could have issues there's no way of knowing", in my opinion is invalid when the customer owned the car for 3 days. Does that mean you only believe your service department is good enough to back 3 days of driving on any maintenance they preform? Your service department should have found these leaks and the sales department shouldn't have sold this low quality of a vehicle. The sales manager flaunted the whole "no lemon laws here in Florida" as if he had a breath of relief knowing they wouldn't have to accept responsibility for putting a customer in a poor quality vehicle and sending them on the road. This dealership has yet to mail, call, email(not automated), text, or reach out in ANY manner. The last time I interacted with anyone from the dealership, is when I was out at a local bar and the sales team walked in, locked eyes with me and started speaking amongst themselves while awkwardly glancing at me. Very uneasy feeling so I left the bar. I have spoken to the dealerships Service manager, who says "we do not have BMW certified Mechanics". Then why try to sell the product without knowing what you are selling? The saleswoman, who couldn't explain any of the buttons or features of the car so I was left trying to figure the car out myself. The Sales manager, who falls onto the "no lemon law" answer to any of my questions. The General Manager, who would try and walk through me like I am a ghost before making eye contact with me. And the financial manager who sold me a warranty that isn't what he promised and I have been told "doesn't work here anymore." The person who ended up towing my car to Daytona from my driveway since the starter was also bad, told me that he had a bad business experience with the Dodge dealership as well. The more people I have spoken to about my deal, the more I hear about this dealerships reputation with the locals. I am unsure how the BBB operates, or if someone reads this, or if its really just between this local dealer and myself. But all in all I came to the Dodge Dealership with the expectation the as a Certified Name Brand company, they would stand behind their product, new or used. If I wanted to make a risky car purchase I would have went to a non-branded dealership on a corner somewhere. MOPAR (Chrysler warranty company) had to send a adjuster to Fields BMW to look at the damaged engine. I hope that Chrysler notices this local dealership. As a member of the public I feel like it is a fair thing to say that it is EXPECTED that these bigger named businesses should be selling quality product. Not selling something broken, avoiding to help fix the problem, blaming the customer for the problem, then sending its customers to fend for themselves. Business Response /* (4000, 9, 2022/05/09) */ Again, we do apologies for the inconveniences you are experiencing. However, I am unsure as to what you are asking for us to do. You purchased the vehicle with a warranty, you signed multiple documents disclosing the warranty, and now you are lucky to have a warranty but not happy with your AS-IS purchase. The BMW store is also a business and they might be telling you something that you are taking out of context. The staff at Deland CDJR have been more than helpful trying to handle your situation to the best of our abilities. BMW is obviously more experienced to handle a 750Li and that's why we recommended taking the vehicle there. Thank you

*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. ↩