Complaints

• Initial Complaint

  02/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Jeep from Jeep Motor, before I had the jeep 24 hours there was major issues. They would not fix them without changing me $1188.00 +. I listed the timeline and what happen in the document that was attached. I ask the manager to call me, but he did not. In the attachment I put all the details.

  Business response

  02/06/2024

  On 09/25/2023 ***** ********* purchased a heavily modified custom 2019 Jeep Wrangler JL.  Shortly after purchase, *** ********* brought the Jeep back.  He and **** (salesperson) pulled it in to service to diagnose the issue and could not be duplicated.  *** ********** was going to schedule an appointment with service to see if it was an ongoing issue, but no appointment was made.

  On 01/10/2024 the vehicle was towed into service with electrical issues. They looked to be caused by an upgraded, heavy duty aftermarket battery setup that was getting leaked on. We replaced the TIPM that had been ruined due to the water leaking.  The service advisor explained to *** ********* to completely fix it, a new factory setup must be installed or and aftermarket drain put in to avoid getting the TIPM exposed.

  After the repair, *** ********* reached out to **** to get an appraisal on the vehicle.  It was evaluated for him we assumed had come to an agreement on the price.  We cannot purchase the vehicle without a title and *** ********* had not received his yet as the Jeep had been refinanced.  

  *** ********* did not want to wait for the new title before we purchased the vehicle, so he came and picked the Jeep up.

  No refund will be made

  Customer response

  02/06/2024

  
  Complaint: ********
  
  I am rejecting this response because: They are not responding that the vehicle was not working correctly when I purchased it.  I did try to work with them but they do not want to work with me unless I pay more money or take a huge loss.  It was the  vehicle that they sold me that was not working correctly then still not right. 
  
  Sincerely,
  
  ***** *********

  Business response

  02/07/2024

  Again, the facts as we see it are *** ********* purchased the Jeep in September and brought it in soon after and we found no diagnosable issue.  It didn't come back in till January when we repaired it.  We appraised his vehicle to buy it back and that offer was rejected.  No other action on our part is forthcoming.  However, when he gets his title in within the next 2 weeks, we will honor he purchase price we gave him.  

  Customer response

  02/07/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely, I did say I would sell it back to you since you couldn't fix it correctly. But they only wanted to give me $33,000. At first, I wanted to get it over with and would take the loss.  The price was only $33,000 when I paid $41,000 for the jeep.  I called **** and told him I was not going to sell it for $33,000 on a phone call. So not sure why they keep bringing that up.  I don't believe there is any debate that the PDM was damaged before I purchased the vehicle.  There was no disclosure that the vehicle was damaged or there were issues with the jeep.  I ask **** multiply times to get the number of the previous owner and he would not.   Plus, he would know the issues when he sold the jeep to Cross.   **** told me it was a HIPPA violation.  Looking it up online he is required to give me that information. I mentioned that several times. The previous owner would know who did the conversion if done outside Jeep dealership.  Which I never got a straight answer.  

  KRS367.220 Violation of consumer protection act.  Under Kentucky law, it is unlawful for any motor vehicle dealer or motor vehicle salesperson to refuse to furnish upon request of a previous Comsumer owner of any used car. 

   

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

  Business response

  02/08/2024

  Amendment to KRS 190.080  regarding dealer discloser of previous customer owner information to a potential purchaser, to require that the previous owner give consent to disclose the information.

  We will no longer respond to this complaint.  Any further communication can be made through ****** ******* at the dealership.

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I TOOK MY CAR TO CROSS DELAERSHIP VOICING IT HAS SOME "JERKING" ISSUES. SEEMS LIKE TRANSMISSION. THEY KEPT MY CAR FOR 2 1/2 WEEKS TO CALL AND SAY THEY PUT $800 DOLLAR TIRES ON THE TRUCK (THAT I IMMEDIATELY SAID REMOVE) AND REPLACED CONTROL ARMS. WHICH WARRANTY COVERS IT ALL. I GO IN TO PICK UP THE CAR AND ASKED WHAT ABOUT THE TRANSMISSION ISSUE. THE LADY THAT ASSISTED(*******) WAS RUDE AND WALKED AWAY LEAVING MY ****** AND I STANDING IN THE GARAGE UNTIL FINALLY WE WALKED INTO AN OFFICE WHERE EVERYONE WAS SITTING AS IF WE WERE NOT EVEN THERE. WE WERE THEN TOLD THEY REFUSE TO FIX THE LEAKING TRANSMISSION (THAT THEY DID NOT TELL US THEY FOUND) UNTIL WE GET TWO NEW FRONT TIRES?? SO I COMPLAINED AND ASKED FOR A MANAGER (TONY WHITEHOUSE). I VOICED WE HAVE BEEN PAYING FOR A RENTAL CAR FOR 2 1/2 WEEKS TO BE TOLD YOU DIDNT FIX THE PROBLEM THAT BROUGHT US HERE.HE APOLOGIZES FOR THE "MIX-UP" AND GIVES ME A "LOANER" CAR. THE NEXT DAY I GET A CALL SAYING THE WARRANTY STATES WE NEED TO TAKE IT WHERE IT WAS PURCHASED. I CALLED THE WARRANTY COMPANY AND THEY WERE CONFUSED AS TO WHY CROSS WAS REFUSING TO FIX THE CAR WHEN ALL THEY ASKED FOR WAS AN ESTIMATE OF NOW A LEAKING ENGINE MOUNT, AND A LEAKING TRANSMISSION. WARRANTY COMPANY STATED THEY ASKED FOR AN ESTIMATE AND CROSS REFUSED TO GIVE SO THEY THEN SAID TO REFER TO ANOTHER DEALERSHIP. WHY? WHY WERE WE REFUSED SERVICE ON A CHRYSLER AT A CHRYSLER DEALERSHIP WITH A FULLY COVERED WARRANTY. I THINK WE WERE DISCRIMINATED AGAINST. I DID NOT SEE ANY AFRICAN AMERICAN WORKERS THERE AND HAVE NEVER FELT SO UNEASY ABOUT A BUSINESS AND SERVICE. I WILL BE CONTACTING AN ATTORNEY ABOUT REFUSAL TO SERVICE THE CAR WITHOUT A LEGITIMATE REASON BESIDES WE ARE BLACK AND YOU JUST DID NOT WANT TO FIX THE CAR. ******* WAS RUDE. NEVER CAME BACK TO FINISH CHECKING US OUT. IT WAS A BAD EXPERIENCE FROM THE MOMENT I WALKED IN THE DOOR.

  Business response

  02/01/2024

  ***** **** dropped off her Chrysler 200 for jerking and shaking while driving.  Upon inspection, we found that the control arms were worn out and the tires were damaged, which had broken belts with chunks missing out of the tread.  She stated that she purchased an extended warranty from Bachman CDJR and provided a phone number to call ***************  They approved the control arms, and she declined the tires.  After replacing the control arms for the main concern, the tech noticed that the motor mounts and oil cooler were leaking, so he recommended replacing those items as well.   We called her warranty company again and spoke with Brian.  He stated that the repairs exceeded a price threshold, and that her contract states that she must return to Bachman for the repairs to be authorized.  We then relayed that message to the vehicle owner.  After that, she accused us of lying about the claim being denied and threatened legal action for discrimination.
  

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  January 2023. 2007 Pt cruiser broke a timing belt. Took to Dealership - Cross Motors to be replaced with specific instructions to replace anything else that is worn and replace all belts and water pump. After repairs made car timing belt making grinding noise. Took back they said it had a mis-fire. Didn't even look at belt. Took back again, they replaced serpentine belt tensioner. Still making noise. Now they are saying it could be something else? Not sure. Refused to acknowledge sound is coming from timing belt even though it is obviously coming from belt, tensioner or roller. All of which should have been replaced and or checked, adjusted at this interval. Service Department Manager couldn't even try to explain it away another way. But still refused to check timing belt operation. Tried contacting business owner but they reuse to return my calls. So I have spent roughly $4000.00 to have my friends car repaired only to know it will soon fail.

  Business response

  06/13/2023

  The customer towed in the 2007 PT Cruiser on 01/12/23.  The customer said it would not start because the timing belt was broken and that had the engine jump time.  He requested us to replace the timing belt, serpentine belt, and water pump.  We followed the instructions and replaced the components.  There was and engine misfire because it had the wrong spark plugs in it.  We replaced the correct plugs and the issue was corrected.  There was also a belt tensioner that was still original getting weak and causing noise, this was replaced.  The engine also had some internal noises that would require tear down which the customer declined. 

   

  Thew vehicle would not run when it was towed in.  It left running.  We can't predict what kind of issues the vehicle will have until we got it running.  

  No refund is approved.

  Customer response

  06/13/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  There is obvious noise coming from timing belt. It was not replaced correctly. Sounds like it is not tracking correctly. They refused to look at fixing it because they want me to keep paying for more service it does not need. The belt will soon break again due to it rumbling across its tensioner. I can't understand why they refuse to stand behind their workmanship and fix the real issue.

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

  Business response

  06/21/2023

  The technician did recheck his work and noted is has internal engine noises.  However, the customer can bring it in, contact **** ********, and we will recheck the belt tensioner at no charge.  No other work will be performed..

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

  Customer response

  06/26/2023

   
  Complaint: ********  
  I am rejecting this response because:

  They have already exhibited their lack of concern in this matter. I'm not confident in their ability to repair. They have had several chances to repair this , they had the car for nearly a month. I'd rather have my money returned so I can have a qualified mechanic repair.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  11/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the service department and my main issue with my car was that the engine light was staying on. After spending over $1000.00, the light came back on after driving it for a few days. When they checked it again, they wanted more money stating that there was another problem that needed repair to get this fixed. I went somewhere else to have it repaired after that because at this point, there was a lack of trust.

  Business response

  11/03/2022

  Tell us why here...The customer brought his vehicle in for a check engine light on 10/20.  The code was p0455/p0456 (EVAP leak).  We found a broken EVAP hose and the ESIM switch was not operating correctly when commanded to switch via Wi-Tech and was repaired.  The customer said that his check engine light came back on a few days later.  The codes for the EVAP leak were gone.  There was a new code that was not there previously regarding the thermostat not opening and closing properly.  The customer declined the thermostat.  We offer a 2 year warranty on all repairs, but cannot predict when other components will fail in the future.  This is a snapshot of the codes when it was here…As you can see there was no thermostat code in the system at that time: attached
  

  Customer response

  11/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Regards,
  
  ******* *******

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  hello, my name is ***** **** I recently had a problem with Cross Chrysler Jeep Fiat. I purchased a used 2019 jeep Rangler Sharrah on July 19,2022. I noticed a small crack on the side of my hard top that looked to been there awhile that I didn't notice day of buying the jeep because we were in such a hurry and originally planned on buying a different jeep that he had mistaken to still be available but was sold. I took the Jeep up there today August 4,2022 to have the problem fixed but all they could say is that we must have dropped it and they would not show any pictures they took before we purchased the vehicle. we have not removed to top since buying the vehicle and it has only been driven a few times. they would not solve the problem and sent us to a repair shop down the road and was told to ask for their discount. we went to the repair shop they could tell it had been there for some time and figured that the dealership was fixing the problem after we explained they weren't he was confused but continued to tell us they had no actual discount with the company there for we had been lied too again.

  Business response

  08/08/2022

  We are sorry Ms. **** is having this issue.  We did not call ********* **** **** before she got there to advise them of a discount, which we needed to do.  According to our sales staff, when shown the damage, we did pull up the pictures before the sale and it showed no damage, and we did share the photos with the client.  To resolve the issue, we will give Precision 300 dollars towards the repair of her top.  The top was not damaged before delivery.

   

  Customer response

  08/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Regards,
  
  ***** ****

  I have spoken to sales member from Cross and was told the same things. We never seen any photos despite what they said we were never told they had to call for the discount. again, I never took the top off and the repair shop said it would have had to be dropped which was not possible I feel I have been taking advantage of as a ****** ***** they never pulled the car forward it was backed against the gate therefor when we pulled out, we never seen the crack. they originally said there was nothing they could do and now they are saying they can pay 300 on an over 1,100-dollar repair. It doesn't make any since I only had a car for a little over 2 weeks, I am very disappointed on how this has been handled consider this is a family-owned company and will only accept a full repair or replacement. I will never do business Cross Jeep Chrysler again. 

• Initial Complaint

  05/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I took a 2017 Jeep Gr Cherokee in there for a light miss and heated seats not working. Called and talked to ***** ******** and set appointment. When I arrived, I was not welcomed. He made it clear that he was getting ready to leave. I received a quote of $892 which I ok. After 3 days he text me that the car was ready. When I asked for an invoice, the bill went to $1072. I asked a manager to contact me. Now another 3 days have gone by with no contact. I will be contacting ownership at this point. don't trust ***** ********. Terrible communication and plays a lot of games.

  Business response

  05/16/2022

  Complaint handled with Mr. ******** supervisor.  Closed.

  Customer response

  05/16/2022

  [please remove my complaint. We have resolved everything.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* ********
  
  

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*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. ↩