Complaints

• Initial Complaint

  01/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought the 2018 dodge ram 1500 bighorn for ********* through a credit union on 09/30/2024 within 2 weeks all my coolant drained out of my radiator and I found out it had a hole in the radiator they claimed it wasnt like that before I left and that they had to replace the thermostat, water pump, and radiator and I was told I had to pay for it even though within about 2 weeks it gave out, on 11/26/24 I had to pay ********, after I got it back I got a misfire for cylinder number 5 and a low oil pressure code aswell as it was ticking super loud, so I got it inspected by another shop called ****************** automotive and they found out my brake pad was metal to metal and my brake fluid was contaminated which makes no sense with the dealership claiming they done a 120 point inspection, they told me the truck needs a new motor and the dealership wont get back with me in a timely manner they keep goofing off I have called them so much its not even funny, my truck has been down more than I have gotten to drive it, they misrepresented the truck big time, Im 22 my whole reason for getting the truck was to be able to put my jeep in the shop to get it fixed so I had a back up vehicle but now Im having to drive my ragged out jeep and still make payments and insurance on a non reliable truck I aint looking for no pitty Im just lost on what to do on my part I tried getting a refund and they wont get back with me on anything they claim they are inspecting the truck but every time I drop it off its like they are trying to buy time to s**** me over somehow, my power seat doesnt work either I took it to get it fixed twice already and they kept buying time saying apparently it needed 2 parts to fix it the second time I took it there.

  Customer response

  01/08/2025

  Date the motor was inspected by the other shop was 12/12/24, the other shop is called ********************************************.

  Customer response

  01/08/2025

  Date the motor was inspected by the other shop was 12/12/24, the other shop is called ********************************************.

  Business response

  01/22/2025

  We have agreed to repair Mr. ***** truck as a gesture of customer goodwill.  

  Customer response

  01/22/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  **** *****

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

  Byhalia, ** 38611

  
  

• Initial Complaint

  12/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a vehicle from this dealership on 12/6/24. Their service department was closed, and they told us to come back within 30 days to get a full detailing service on the vehicle since it was not cleaned out when we purchased it. We went out of state the next day for some medical appointments, and we didn't drive the vehicle until we returned on December 16th. We have driven less than 100 miles since we purchased the vehicle. We took the vehicle into the dealership that day to get the full detailing service. They did the detailing and when we received the vehicle back there was a chip in the windshield. This chip was clearly not there before they provided the service. They offered to seal the chip, but not replace the windshield. We requested that they replace the windshield since they are the ones that caused the damage, but they have refused. The vehicle is in worse condition than it was when we brought it in to be detailed due to the chip in the windshield.

  Business response

  12/23/2024

  This matter is resolved.  We told the customer that we would repair or replace the windshield based on the recommendation of the Windshield vendor.  When the customer insisted on replacing the windshield we honored their request.  

• Initial Complaint

  12/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my vehicle towed to the service center on 11/19/2024 for service. They let me know on 11/21/2024 the cost. I immediately agreed to that price and told them to proceed. Since then I have called, emailed, texted and cannot get an answer as to when I can pick my vehicle up. I call and they will leave me on hold for an hour and not pick up. The service *** told me last week it would be ready the next day, I call the next day and nothing. I call two days later and they say it will be ready the next day. I call the next day and nothing. This has been going on for three weeks. I drive by and my car is still in the same spot was three weeks ago. I have emailed the manager with no response. Again, I called today and was left on hold for an hour.

  Business response

  12/13/2024

  This matter has been resolved.  The vehicle has been repaired and the customer has picked it up.

• Initial Complaint

  11/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To Whom It May Concern:I brought my 2013 Jeep Wrangler Unlimited Sahara (VIN: *****************) to the service department on September 26, 2024. The odometer reading was ****** miles during this service visit. The services provided during this visit included oil and filter change, tire rotation, checked tires/wheels per concern, multi-inspection, and front-end alignment. On September 29, 2024, I received a text from my fiance stating that the vehicle stalled on the expressway and required a tow. The vehicle was towed home. I was out of town and upon my return, the vehicle was towed from home to ************** (**********) on October 24, 2024. Lunes Off-Road is a reputable off-road vehicle service provider.Lunes Off-Road conducted a full inspection and drained the motor oil after finding very pungent smelling oil on dipstick and discovered ATF within the motor. Lunes retrieved and maintained samples. One sample was transported with the vehicle tow from Lunes Off-Road to Collierville CDJR on November 6, 2024; and remaining samples are in Lunes Off-Road's ************* of November 14, 2024, the vehicle is still located at Collierville CDJR and has not been assessed. At this point, I have been without transportation for almost two months (since September 29, 2024).I am hereby requesting an immediate assessment of my vehicle and corrective action. Also, I have incurred the following expenses for which I am requesting reimbursement:Collierville ************* visit) -$253.36 Lunes Off-Road (service/diagnostics) $590.66 Tows (2 @ $160 each)$320.00 Rental vehicle $289.55 Recurring vehicle monthly payment $703.00 ******************************* Childcare- 7 weeks+ 100 per week (from 9/30/24- Present)I am certain that, and based on the discovery and diagnosis of Lunes Off-Road, my vehicle's damage is the direct result of negligence on behalf of Collierville CDJR's service department. Please feel free to contact me regrading my vehicle and/or to discuss further.

  Business response

  12/05/2024

  This matter has been settled.  

  After running diagnostics on this vehicle we learned that the vehicle lost coolant through the oil cooler and the vehicle overheated and was driven with no coolant in in the engine.  The smell of the oil was because it had burnt while the vehicle was driven with no coolant in it.  There is no indication that Collierville CDJR had anything to do with the oil cooler malfunction.  That is an internal part that works until it doesn't.  The tech that performed the oil change on the vehicle does not handle Automatic Transmission Fluid.  We welcome the customer to have the fluid tested but we cannot connect the two incidents.  

• Initial Complaint

  10/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  8/24/24, I received a Car Gurus alert for a '07 ****** 4runner at Collierville Chrysler Dodge Jeep Ram **************************************************************; followed by an email response 'closed contact during business hours'. Confirmed an appt for 8/26/24 the test drive was great & I signed for a credit check with instructions to return 8/27/24 with >2K for the down payment. The morning of 8/27/24 an email alert was sent stating the price dropped for the '07 ****** 4runner; I contacted the dealership & was told the price drop would be honored however the sale was completed for the original price due to securing a lender and a 'We Owe You " was noted with "Cut check for the price difference pick-up"; I agreed to picking up a check upon receipt of tags versus having a check mailed; I received a call stating my tags were ready for pick up I arrived 9/28/24 for my tags however no check was printed therefore I was told to return 9/30/24; I came by 10/1/24 talked to ******* ********, General Manager he located the information for the deal saying 'The Finance Manager was not at work so I will send a request to ******** ** for your money check back in a week or so'; I called 10/8 and was told to call back. On 10/15/24 I sent an email to the dealership, received a response saying 'a check would be cut today so come by after 3'; I later received a 2nd email saying await a call from ***** ************, the Title Clerk. During the discussion with ****** I was told that the check would be sent to the loan holder? I said, "That is changing the terms of the signed agreement" ***** said, "What signed agreement" I said, "the We Owe you doc" ***** said, "I will talk to the ******* ******** & get back with you". This was the last correspondence so as of today 10/30/24 I have not heard anything from the Collierville Chrysler Dodge Jeep Ram Dealership. I was advised to proceed with the necessary steps due to the impasse so I am initiating contact with the BBB. Thanking you in advance, ***

  Business response

  12/05/2024

  This matter has been settled.  

  Collierville CDJR sent a check for $350.00 to Ms. ******* ******** lienholder to be applied to the balance of her account.  According to our dealer agreement with Credit Acceptance we must pay all monies due for any refunds on price difference or product cancellations directly to Credit Acceptance to be credited to Ms. ******** account until her loan is paid off.  ************* checks her CAC account there should be a credit that lowered her balance for $350.00  

   

  Customer response

  12/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

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

  , TN 38116

  
  

  Customer response

  01/13/2025

  January 7, 2025

   

  Dear ***** ***,

  This message is regarding the compliant ID ******** submitted on 10/30/2024 against Collierville Chrysler Dodge Jeep Ram.  As of today Credit ********************** (***), the lienholder has not received a payment from Collierville Chrysler Dodge Jeep Ram in the amount of $350.  I assumed the compliant ID ******** was resolved however I would like assistance with how to proceed accordingly.

   

  Thanking you in advance,

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

  Business response

  02/10/2025

  I went back and checked and found where we did in fact remit a check to Credit Acceptance on Ms. ******** behalf.  After checking our bank records it appears that this check was never cashed by Credit Acceptance.  We are re-issuing a check for $350 and sending that to Credit Acceptance today.

  Customer response

  02/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

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

  , TN 38116

  
  

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2017 ******* from this dealership and not more than 60 days after I have the vehicle, it goes down. Mechanics say I need an engine rebuild estimated at over 10k and the dealership claims to have nothing in place to help compensate for this. I attempt to call different departments but the phone either rings endlessly or im referred to an inbox that is FULL.

  Business response

  10/09/2024

  We strive to sell quality vehicles at Collierville Chrysler Dodge Jeep Ram.  We inspect all of our vehicles that we offer for sale, however even the best inspection cannot guarantee that the vehicle will be free from any problems.  I reviewed Mr. Strong's file and see that this vehicle was sold to him AS IS - NO Dealer Warranty.  We do offer vehicle service contracts at the time of purchase to every customer in the case that a mechanical problem develops the vehicle service contract will help cover the repair.  We would be willing to help Mr. Strong find a reputable repair shop to get another price on replacing his engine but we will not be participating in the cost of the repair. 

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Vehicle left with dealership for motor replacement under the lifetime powertrain warranty in December 2021. Lifetime Powertrain warranty was approved, ***** sent new motor in 2022. Motor failed. More months went by and no motors were available from ****** 2023 after new GM new service writers, they couldnt find vehicle information and started all over with approving power train warranty. Many months later and constant phone calls and making physical appearance for answers they got another approval for replacement. Received a ****** motor and installed in 2023 and it failed as well. More months and again new ** and Service advisors vehicle was lost in system and unable to locate. After going up to dealership and locating vehicle that was moved to back area it showed physical damage to front end and windshield. Still has tire flat on rim and a shoe foot print kicking door closed. This vehicle sat in the same spot for 2 years. Documentation, videos and pictures time stamped show the condition this vehicle was in sitting due 2 1/2 years and the trash that had been dumped in bed of our truck. As of to date GM is now gone. Service advisor and previous ** said they were working on a resolution as they can not repair. Can not get anyone to call me back these last few weeks and promise's are all we have gotten since December 2021. Service order and pictures will be uploaded with this complaint.

  Business response

  09/24/2024

  I have met with Ms. ****** regarding her vehicle.  We have offered two options to resolve her complaint.   We offered to purchase her truck or process a claim with ****** to replace the engine. She reached out to our service manager and requested for us to continue with the ****** claim on her engine.  We are working towards completing this.

  Customer response

  09/30/2024

  I have been reaching out and meeting with different and new GMs & service managers for over 2 1/2 years.  Service manager is attempting again to get a response from *******  I was told again first week of September 2024 that they would be addressing engine and now going into October 2024 I have received no updates.  This is continuing the cycle of insanity.  It took BBB approx 3 months to get a response from this  dealership and reaching out to different **** for this dealership.  
  This case will not be satisfied until our truck is repaired.  

  Customer response

  10/01/2024

   
  Complaint: 21874788
  
  I have been reaching out and meeting with different and new GMs & service managers for over 2 1/2 years.  Service manager is attempting again to get a response from Jasper.  I was told again first week of September 2024 that they would be addressing engine and now going into October 2024 I have received no updates.  This is continuing the cycle of insanity.  It took BBB approx 3 months to get a response from this  dealership and reaching out to different **** for this dealership.  
  This case will not be satisfied until our truck is repaired. 
  
  Sincerely,
  
  **** ******

  Business response

  10/09/2024

  Why would you ask for the motor to be replaced by ****** and then reject what you asked for?  

  Customer response

  10/09/2024

   
  Complaint: 21874788
  
  I am rejecting this response because:

  see photos attached.  
  BBB allows 2 options- 

  Allow - Satisfied

  Reject - Not complete 

  Reject means your answer is incomplete and mo info on truck status or repairs.   
  
  2 years 10 months since order opened and approved for life time power train warranty.  

  Attached Dealership paperwork shows: 

  ****** requests from Dealership and started claim on 1.22.24 and ****** wanted more info and that they want cyc cancel test completed on  What is status with this?  You can upload status on your response if there is no one available to contact us directly.  

   

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

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 14th, 2024, I took my Jeep Wrangler to the Collierville Jeep dealership because my check engine light was on. The cost initially quoted and paid was *******. I picked the vehicle up on March 22nd and the check engine light came back on. The vehicle was returned to the dealer for servicing again only to be returned on March 26th. The vehicle was picked up on April 2nd and the check engine light was still on. I returned the vehicle back on April 4th and was advised by ***** who is no longer with the company that measures were being taken to fire the technician ***** who worked on the vehicle, due to his inability to repair vehicles ************* we are on 6/12 and the vehicle has not been repaired. Eventually after many unreturned phone calls, spoke with the new Service Manager name *****. ***** informed us that a more seasoned technician assessed the vehicle, and it was determined that a new motor is required for an additional *****. It was explained to ***** this was not part of our initial request, we paid for the vehicle to be repaired based on the diagnosis from the first *********** He stated the cost would be ****** but he was willing to apply the ******* to the cost. It was explained to him if the initial diagnosis was given correctly and it was found a new motor was required, the option would not have been to repair the vehicle. As a consumer who entrusted the dealership with repairs, this is unacceptable to request additional funds from the consumer. The additional repairs are due to the inability of a technician to properly diagnose a vehicle after the vehicle was returned multiple times. Please assist with this matter, I have been without my vehicle since April 4th. The business committed to repairing the vehicle for the initial diagnosed results from the first ***********

  Business response

  10/09/2024

  The vehicle was initially diagnosed for an engine repair that Ms. McCullar paid $4953.00 however that initial repair was not sufficient to repair the engine and it will need to be replaced.  We did offer to credit the money she paid towards a new engine and she did not accept that offer.  Since the work was performed we cannot refund her the amount she paid.  

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  2022 Dodge Charger was towed to dealership on Jan. 14, ****. When I called to notify staff, the service technician told me that they would not start working on the car until my scheduled appointment date of January 24, ****. Now that January 24th has come and gone, promise after promise is being made to call me back with an update. They're advising tht a certified service technician has to look at vehicle to repair. Every-other-day when I call for an update, they - *************************, GM, ****** (service advisor), or ****** (service advisor) - tell me that they will call back before the day ends to give an update. I visited the lot today, to pick up car and take to another dealership (car is still under warranty), and I'm told that technician has the car scheduled to review and I will be advised in a couple hours. This was at approx. 8:30 AM. It is now 4:35 PM and I've made several attempts to call and email with no response or call back.

  Business response

  02/06/2024

  Customer has been informed that his vehicle repairs have been completed but will not crank to to an aftermarket alarm system that he has had installed. Service Manager and service advisor have both reached out to him about this issue. He was also at the dealership on 2/5/24 and was told that this was the issue. Service Manager is talking with tech about any fix we can come up with. Customer will be made aware of this as soon as we come to a decision.

  Customer response

  02/06/2024

  More Information...More Infor2/6/2024 @ 8:40 AM ****** called from Collierville-Dodge to let me know that technician did not work on car yesterday but will begin today.  Called Mopar at 9:25 AM and spoke with ***********   ***** suggested putting me on hold as he attempts to contact customer service.  I hear the phone being taken off hold and it sounds like someone is on the other end, so I say hello.  Lady came on and advised she was speaking with someone, and it surprisingly transferred over.  I asked her name and she said that it was ***************  ******* explained that shes not completely sure, but it may be the alarm system causing the car not to start.  She said the vehicle is in the shop now and someone would call me back, if not today, tomorrow.  I told ******* that I hope she understood if I didnt believe or accept that.  I told her that that was a common response in that dealership.  I said, I hope you understand, and she said she did and there appears to be a communication problem in the dealership.  She said that she could visually see the car and that its been worked on now.  She took the lead and said that she would be calling me back.  We ended the call.

  Thankful for ******** follow-up, he called at 10:35 AM and had a list of items (i.e. burnt-out wires of Reg, Amp, etc.) that **************** alarm system had caused, which was preventing vehicle from starting.  Due to labor and replacement of wires, cost would be $700 to get the car running again.  Car would be ready to drive off lot after lunch time.  ****** indicated that he would follow-up after lunch time.

  Customer response

  02/07/2024

   
  Complaint: 21250449
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Business response

  02/13/2024

  not understanding why this was rejected since there was no reason for the rejection. I spoke with my service manager, ************* cars has been repaired and is no longer at our dealership. Not sure what this is about. 

  Customer response

  02/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

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

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

  ************, ** 38654

  
  

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2010 Dodge Avenger began having series issues in May of last year and immediately took it to Collierville Chrysler Dodge Jeep Ram at 393 *************., Collierville, ** ***** ************. I have had to deal with numerous technicians quitting or being fired, being ignored for weeks without an update and flat out lied to about the repair of my vehicle. When I purchased my vehicle, I also purchased a lifetime warranty on the vehicle. It has been eight months now and my vehicle is still not fixed. I have tried to be patient but the level of disorganization and incompetence I have been shown is flat out criminal. No one should have to wait this long to have their vehicle repaired. I have had to call corporate to get simple things like my name updated on my warranty information that the service department was unable to do after making me wait weeks. I had it resolved the same day I called. Now I have been waiting weeks as they claim they need an authorization email from Chrysler to fix a transmission code they can't explain. It truly is one thing after another. I just want my car fixed and returned to me. I work in customer service and would never treat my customers in this way or manner.

  Business response

  02/06/2024

  Customer has picked up his vehicle and was told that, if the transmission light were to come back on and stay, please bring it up here for us to check what this code may be since we could not get the code to stay on during the time it was here. Customer has called in stating light has come back on and staying on, was informed to bring it back to us to run a computer diag on it and he has not brought it back. The vehicle is no longer at this dealership.

*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. ↩