Complaints

• Initial Complaint

  12/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I leased my current **** *******r in March 2024. In April of 2024, I took it in for a noise issue emanating from the right front of the vehicle, a rubbing sound that can be heard when decelerating. I was told they could hear it but nothing could be found wrong with the vehicle and that it was a "common issue" to come back it continued. I returned in June and was told the same thing. Nothing has been resolved with this issue I went back to the dealership in July for a different problem, relating to my radio and electrical system. Again I was told that they could not replicate my concerns and to return if they continued. I called in August to schedule an appointment to re-address the issues. Because I work Monday - Friday I make all of my vehicle repairs or service for Saturday. This time I was told, "No because they no longer have a tech that works on Saturday, that the evaluation and or repairs might take longer than a day to complete. and I had to bring my vehicle in during the week.". I then reminded them that my contract states that they are to provide me with a vehicle while they keep my vehicle. I was told that they did not have any loaner vehicles at the time and that they would call me when they did. I have called back approximately 5 times between August and December to schedule my service and have been told the same thing, The last time I called was four weeks ago, and was told that they had no idea how long it would be before they had a vehicle and that I would have to be put on a waiting list (I was supposed to have been on this waiting list)..

  Business response

  12/23/2024

  We called Mrs. ******** and left a message informing her that we will have a loaner vehicle available on Saturday January 4th or Saturday January 11th, as she is only available to drop the car off on a Saturday. We will address all of her concerns with the utmost care, respect and empathy, and work around her schedule.  She has been a customer of ours for a long time and we look forward to taking care of her concerns as quickly as possible. She can call our service manager Mike K***** at *** ******** directly or Carl H***** directly *************

• Initial Complaint

  11/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a used 2022 ***** from Chrysler Dodge. Within 2 weeks, I heard an unidentified noise. Getting ******** to take a look at it despite telling me I had a 90-day bumper to bumper warranty was difficult. After several phone calls and me finally going there in person tracking down the salesman an appointment was made. They drove the vehicle and said nothing mechanically was wrong with it. They suggested I take it to ***** for a second opinion-- which I did at my own cost for the diagnoses. This suggestion was via ******** since they dont service *******. Per *****, they concluded that my tires had a great deal of "chop or cupping in them". Per *****, this could lead to further alignment issues, unbalanced tires often, suspension issues, shocks, and driveability issues. I then contacted the service manager, Matt at ******** again to advise. He said the diagnoses made sense but said anything further has to go through the used car manager. He took my number and would explain to the manager ---and agreed to have him call me. To date, I have called them 8 times with no return call. I went in person and was told the manager was busy and would call me. Someone from the business called once and when I answered they hung up, and never left a message. I still have this 90-day warranty - have only had the car 1 month. I am only asking for new tires and I had advised I would negotiate a fair resolution as well. I've had a light on more often than not that relates to tire pressure. Although this may be weather oriented it could also be from the poor tires that were left on the car. Mind you, these tires were pointed out to the salesman before the purchase who said they were fine. I am unsatisfied with the lack of response to return a call and overall their ability to discuss a resolution to this with me.

  Business response

  11/15/2024

  New tires are not required on a used car. Checked used car check tires pass NYS inspection. No notes on get ready about tires. Would give a discount on tires. Buy 3 get 1 for a 1$ till the end of the month. Also would offer free inspections for the life of vehicle for any inconvenience 

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had tires replaced by this jeep dealership in October 2023 (receipt attached). Took my jeep in for an oil change and to check the brakes on 6/20 and was advised my tire studs were sheared and they didn't want to take the tires off. I advised them that they were the ones who replaced he tires and nothing was noted then. They refused to help me out with this situation and told me to pick up my jeep. I feel like this is the dealership being negligent to my safety and letting me drive away with issues when they caused the issues in the first place.

  Business response

  06/24/2024

  We have acknowledged the customer's complaint, and due to a nationwide/global systems hack from CDK we are unable to verify the record at this point including internal technician notes.  I let the customer know that as soon as the system is back online we will be able to investigate further.  I need to be able to verify mileage, service dates and notes in order to thoroughly investigate his claim. The customer understood and is waiting for the system to come online so we can properly verify and investigate the claim.

• Initial Complaint

  06/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On March 16,2024, my husband and I leased a vehicle from the above-named dealership. At that time, we had a previous lease with the same dealership that was nearing the end of the contract. When negotiating the deal, my husband, ******* ***** worked with a salesman Ojay S****. Ojay then turned over the negotiations to Mike B*****, sales manager. While negotiating, Mike B***** told my husband that they were purchasing the previous vehicle and because we were leasing with them again, that we owed nothing on the previous vehicle. In mid- April, we received a statement from ******** *********** asking for $5,370.75 for over mileage charges and vehicle damage. When I called the ********, they advised me that the vehicle was "turned in" and was not purchased by the dealership, so therefore, we owed the balance. I have spoken with the sales manager Mike B*****, who says "he cannot remember the conversation" so he could not help us. I also spoke with David H******* another Sales manager, who looked into the paperwork they have on file for the deal and told me that the vehicle was never purchased by them and was turned in. Additionally, on May 21, 2024, I asked for a copy of my file to be scanned and emailed to me which I have yet to receive. I have emailed with Rafael C*****, the General Manager of the dealership, who basically says, there is nothing in the file that says anything about the over mileage charges, so we are responsible for paying for them. I have explained that we have leased many vehicles in the past and that we would have never agreed to this. If they told us this information, we would have just purchased the leased vehicle and then either traded it in or sold it on our own. We never would have agreed to pay the over milage charges. I believe that they did not want this vehicle on their lot but wanted to make the sale on the new vehicle, so they told us one thing and when they processed the deal, they did another.

  Business response

  06/20/2024

  after the inital complaint. we reviewed all paperwork from the negotiating process and contract process. As a dealership we have no knowledge of how much miles the customer is over and or what the charge would be. Only way as a dealer we could get a customer out of there bank obligation would be to buy the vehicle out from the leasing company which we never discussed or worked up. Never did we tell the customer that over mileage would be waved or taken care of. Also never in the discussion did Mike or the dealership advise the customer that we were purchasing the vehicle from the bank. A payment remaining was the ONLY thing discussed and that is in writting through out the deal but nothing notated, nothing discussed, nothing could have been discussed about over mileage as we have no knowledge of what the dollar amount would be and how many miles over he would have been. 

  Customer response

  06/20/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I do not agree with your account of the deal. If we knew we were responsible for the over mileage, we would have purchased the vehicle. Your dealership did a bait and switch scam on us.    Regards,  **** *****

  Business response

  06/24/2024

  Unfortunatly as stated prior, The deal was never worked using the old vehicle as a trade in from the beginning. Only thing we included which was in writing and documented was taking care of the customers final payment. As a dealership we have no way of knowing how many miles over the customer may be, how much the penalty would be ect. So we worked up the deal paying the customers final payment and grounding the lease. That was the extent of the deal and all we are able to do 

  Customer response

  06/24/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   Again, this is not how the negotiations went. And AGAIN, had we known you were not interested in purchasing the vehicle at the end of the lease, we have purchased the vehicle and either traded it in or sold it on our own. We knew we were over on the mileage. There is absolutely 100% no way we would agree to just turn in this vehicle to ********.  We were scammed by you.   Regards,  **** *****

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dropped my car off for an oil filter housing replacement. I dropped it off Sunday evening for Monday service. I let them know I would be out of town till Thursday. Which I was told no big deal. I arrive just before closed and got my van. As I was driving home I noticed that the infotainment center lcd was black along the top of the screen. I called this morning to which I was told that it couldn’t possibly be anything that they did. Zero help in rectifying the costly mistake on their part. I was suppose to trade this van in Tuesday now I cannot.

  Business response

  06/18/2024

  The vehicle came in for repair that were located under the hood. The only time someone was in vehicle was to drive in and out of shop. Night drop was signed were it states that we are not responsible for item in vehicle. Would give customer a deal on replacing part but will not pay for it.

  Customer response

  06/18/2024

  the business had my car. Nothing as stolen. It was damaged in their car. Regardless they were inside and had to move it. In doing so the tech obviously did something  

  Business response

  06/26/2024

  Attached is the night drop receipt as requested

  Customer response

  06/26/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  You were inside of my vehicle you had to change my inspection sticker. Somewhere along the lines, something happened to my screen. You guys were definitely inside of my vehicle. So that proves nothing besides you were in fact inside my car over my dash. Only takes a bump against the screen while replacing inspection   Regards,  ******** ***********

• Initial Complaint

  05/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a new vehicle 12/19/22, it has been brought in numerous times for same issues. After those attempts to fix, I was told by the service/parts manager they would start the buy back process and it could take up to 120 days... After 4 months, that person no longer works there. He did not file any paperwork and **** is refusing to honor the buy back. I have recorded proof of this. **** now is also refusing to acknowledge the issues and refusing to do anything for my vehicle.

  Customer response

  05/08/2024

  I have recorded proof that I was told that **** was going to "buy back" my car because they couldn't fix it. They are now saying they won't. This has been going on since I purchased the vehicle. CDJR has continuously lied to and gaslighted me. I would like to be appropriately compensated for this.I paid for a vehicle that was supposed to have 100% function... and that is not what I got.

  Business response

  05/24/2024

  We truly sympathize with your situation and understand your frustration. It's important to note that the vehicle was manufactured and warranted by ****. While we're committed to assisting you within the parameters of our dealership's policies, significant decisions such as buybacks are governed by the manufacturer's guidelines. Unfortunately, the dealership isn't authorized to issue reimbursements of that magnitude. However, we're here to support you through the process and facilitate communication with **** to seek a resolution."  We are working with **** to find a solution to this issue; however, the ultimate authority is ********** and ****.  No one at this dealership is authorized to preform a buyback of the the vehicle the decision is for the manufacturer alone.  We have provided all of the paperwork and are currently working with the manufacturer to find a solution. 

• Initial Complaint

  01/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or around December 16th 2023 I bought a 2015 ***** ***** from this dealership. I had the car for 10 days and on Christmas the car started having issues. ***** found out that my turbo was bad and for the last month had been waiting on ******** to give them a response on if they were going to pay to replace it. However in this time they told me they were going to give me a loaner car to use if it wound up being something that they were going to have to pay to replace because it should have been done before the car was sold to me and that's even what ***** said. When I first picked the car back up from them I told them I had to pay for a rental car wound up costing me $250 to rent the car while they had my car because they wouldn't give me a loaner and was looking for partial or possible full reimbursement for it. Even after ***** told them that it was something that they have to replace that it was on them.. They never got back ahold of me about giving me a loner car. I just got the car back from ***** a couple days ago because they were finally able to finish it, in the mail that day I received the first car payment since owning this car for $275. I contacted ******** to see what the update or if there was any information or anything on possible reimbursement for the rental car or first month payment since I will have only had the car for 14 days by the time the payment is due and it was out of my possession and stuck at ***** for 3 weeks waiting for the dealership to respond to them. I got the runaround I called back and I asked them if there was an update and I was told basically the owner said he paid $3,500 and put a new turbo in my car he's not paying me back for any rental car and he's not giving me any money towards the first car payment. I feel that something should be done as I'm out 525 for something that wasn't my fault from negligence and lack of communication on the dealership's end. car would have blown up in couple months ***** said.

  Business response

  01/22/2024

  BBB spoke to the business administration and the following was relayed: This customer's vehicle was repaired and we covered the complete cost of that repair, around $3,500 out of our own pocket, as a goodwill gesture for this customer.  The repair was not covered under warranty.  There is no lemon law that applies here.  We covered the $3,500 repair ourselves for this customer.  The customer does not have any rental car coverage.  We feel as though the $3,500 repair that we paid for is above and beyond and we cannot cover the cost for her rental or payment.  Thank you. 

  Customer response

  01/22/2024

  The car was covered underneath a 30-day warranty I hadn't even had the car for 11 days in my possession before the issue started happening. When I first brought them the car I was told if it was found that they were responsible to have to replace this they would give me a loaner car. The ***** dealership even said that this vehicle should not have been sold without that turbo being replaced as it had failed multiple times in ********** possession. To say they didn't have to pay to fix this car is a lie because ***** said the engine would have blown up in a month if it hadn't been taken care of I was still well within my 30-day warranty of this car. So to say they didn't have to repair it they did it as a courtesy and are not paying any more towards me why was it then that I was told in the beginning reimbursement for the loaner car would be looked into for rental n if it was found that it was something that should have been fixed prior to being sold id be given a loaner. I just feel this company does not treat their customers fairly. The amount of lack of communication for the weeks that my car had been stuck at ***** because of negligence and lack of communication on their end to turn around and say we fixed your car and we didn't have to they did as soon as I said I was not paying for it I would pay for a lawyer instead all the sudden ******** was willing to fix it. Either way I shouldn't have been told reimbursement would be looked into because of the fact that they're basically saying they were never going to reimburse me I also should have been contacted and told we're not giving you a loaner and we're not going to reimburse you because I missed out on work I'm out $250 for a rental car payment that I've only had the car for 12 days. I just feel for me to be out 525 when I've only owned the car less than 2 weeks now in my actual physical possession because of ********** negligence that it come back on me. Clearly this company does not take customer service very seriously between the lies and the ignorances and the disregards on getting back to people in a timely manner or even in a response on anything. So like I said this now makes me nervous that if I ever have to use my extended warranty before it's up that this dealership is not going to actually abide by the warranty if it ever needs to be used in the future the responses that I'm getting through you guys contacting them in the response that I received over a phone call before contacting you guys shows ******** has no intentions of being fair to their customer. To say you were fair and replaced my turbo it would have come back on them to have to replace it anyways if the car had blown up ***** even said that themselves.   Regards, ******** **************

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a Truck on 9/11/23. When I left between the dealer and and the next intersection the truck was skipping and the check engine light came on. As well it was a hot day and the AC was not cold. I continued north and it was bucking and stumbling and I called the sales person and informed him I was coming back with it. I was told it was going right in and to be addressed. I left with my own car which I came there with. Needless to say almost 8 weeks later I still don’t have the truck, I have been told bad lifters, bad cam, and as well entire engine bad. They tried sending a claim through my extended warranty and were denied, it was deemed this damage didn’t occur in the now 200 miles it’s been driven. It’s now at one of their dealerships in newburg, all apart. I was email say to return the loaner truck and that the “deal” was cancelled. They blame me for the extended warranty company for turning them down on the claim. I have it verified why the claim was denied. They took back the loaner truck must be out of spite. They won’t reply to email, calls and their voicemails are always full. I feel like they need to read up on the lemon laws in NYS and their 30 day warranty they have honor. I am not selling the truck, they must repair it. There is no backing out, if I was to understand the vague email. This has been the worst buying experience of my 56 years and likely 12 vehicles bought new and used. I like that they have all the money, and I have no product or a loaner.

  Business response

  11/16/2023

  BBB spoke to the administration at the dealership and the following was relayed: We have been working with this customer and I have personally gotten involved and have personally been in communication with him. We want him to be happy. He purchased a ****** and unfortunately it was found that the engine needs to be replaced. As soon as we found this out, we offered to allow him to trade the  truck out for a different one- any truck of his choice. We offered to allow him to choose any other truck and we would give him that truck as a replacement. It wasn't the color that he wanted or something- anyway he did not want to do this. He wants to keep the truck that he has. Ok, so we told him that we would replace  the engine for him. His original engine had around 90,000 miles on and I found him an engine that only has about 63,000 miles on it that we got to use as a replacement engine for him. So I hope that is good news for him. This is all at no cost to him. And we gave him two options- swap the truck out for any other one he  wanted or get the engine replaced. We, and I, are doing everything possible for him. There is a national backorder on all automotive parts but this new engine has been located and purcahsed for him. The tracking that we received says that the new engine should arrive to us by the end of this week, at the latest. As soon  as the new engine arrives to us, we will notify the customer (I have been personally communicating with him) and we will get the new engine installed as soon as possible for him. I hope that this is satisfactory, Thank you. 

  Customer response

  11/16/2023

  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

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was made initially told my vehicle would be ready for pickup Monday or Tuesday, Tuesday evening no one got back to me after I texted my sales rep inquiring how much longer to service. The next day I was told it'd be DELIVERED Thursday so I took off work to be available, when I called Thursday morning I was told they'd get back to me but it could be Friday. After explaining I had missed work I was called back a few hours later to pick up the vehicle. While driving off the tire pressure light came on, I was told to put air in it to level out the sensor and it should be fine, if not call them. I've been putting air in and call to ask for service every other day since. My check engine light has come on since and my vehicle often continues to run after turned off and removing key from ignition. I was told to bring the car in, I left work early to do so and when I got there no one looked at the car at all, just told me someone who call me the next day about bringing it in. No one called I called back asking for sales manager, sales manager **** ****** told me to keep appointment I had already made with ******* to address vehicle recalls. While driving home that same evening something fell off the bottom of my car while on the highway. Again I called, no one answered, I left a detailed message no one called back this was four days ago, now today my stereo system has stopped functioning properly. I've been calling with concerns since literally day of sale 9/14/23 and no one has done anything to resolve or even acknowledge issues. Seems as if they're trying to get outside the initial 30days. All I want is the issues acknowledged/resolved and I also believe I'm due a loaner vehicle for however long I end up waiting on repairs to be completed. 

  Business response

  09/27/2023

  Customer was called on 9/27/2023 @ 238 pm by Service Manager. Confirmed appt @ ******* for recalls and warranty concerns. Cust bringing vehicle here tomorrow, between 2 pm - 4 pm to have tire issue and piece that fell from bottom of vehicle

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 17, 2023 I took my 2021 **** ******** (with 13,000 mi which we leased from this dealership) in for a routine oil change. I waited about an hour, they told me it was done and sent me on my way. I didn't even make it a mile and my 'low oil' light came on. I thought maybe they forgot to reset it. As I got closer to my home, the **** was making a clanking noise. I drove the **** back to ******** ***** **** *** of Clifton Park with my daughter following me because I was afraid of breaking down. After I explained what was happening, they told me they were giving me a rental car at no cost to me. They gave me a **** ******** (huge SUV). The **** is the car my 18 year old twins drive. In the fine print of the rental paperwork it states that "each authorized driver must possess a valid driver's licensed and be at least age 21." So now, legally, I will have to drive the rental and the twins will drive my car. It is now August 16th, I still do not have my **** back. I've made numerous calls and been speaking with Matt D***** through this entire ordeal. Not once has anyone told me what actually happened but they did tell me they were replacing the entire engine at no cost to me. Which tells me they know they were at fault. In speaking with 2 mechanics that I know, they said it sounded to them that they never put oil back in my car after the "oil change" which ruins an engine if you drive the car. This is what I believe has happened. Not once has a manager called me to explain their mistake or to appologize. I have also been the one calling them for updates. Last week I was told that the new engine had arrived on Aug 9th and that the **** should be ready Mon or Tues (Aug 14 or 15th) I called the on the 15th to see if the **** was ready. Matt told me that "the guy that's supposed to be working on it is out sick all week" and that it hasn't even been started yet! We've been without our car for over a month now and no signs of it being fixed soon. Please help!

  Business response

  08/30/2023

  The vehicle has a new engine in it and the customer picked it up last week.

  Customer response

  08/30/2023

  We finally got our **** back on 8/25/23 after being without it for 6 weeks.  The business did not respond to my complaint ID ********, but since we have our **** back, I find that this resolution is satisfactory to me.    Regards,  ****** ******

*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. ↩