Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/02/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  During Nov/Dec 2024, I purchased on 2024 Jeep Grand Cherokee. When I retrieved my new car, I dropped off my 2009 Jeep Cherokee for repairs. From that period to this very week, I have had to resolve continuous problems with DeMontrond's disorganization and lack of follow through with issues. For example, when I received the 2009 auto (to fix the a/c), the a/c was not repaired, the heater would not get hot, and the alarm was broken. The repairs were made in an untimely way, and I had to initiate all the contacts. This is just one example. There are many more.The latest issue is that I had to wait 4 months to receive a cargo mat and was promised an extra key fob. This week I waited 1.5 hours for the dealership to re-key the fob (they stated Chrysler had to be contacted), fix a recall camera issue and literally place down a cargo mat. I had to leave without the key for family reasons.The leadership at the ** and Service levels need to take their own initiatives to resolve issues on a timely basis without the customer making numerous calls. In my opinion, the primary leaders of this dealership 1) lack customer- service skills, 2) lack customer- satisfaction skills, 3) need to follow through with promises, and 4) service advisors' desperately need people skills.I made a complaint through The Jeep Wave program, and when I did my own follow up, I was told the reported Wave issues are referred back to the ** at the dealership for resolution, In other words, the issues are just given back to the *** who did not resolve the issues from the get-go. I think the problems stem from the top GM level of apathy and mismanagement. ****** DeMontrond 111 has a huge problem with the management of this dealership, in my opinion.I want the key fob and I want reassurance that if I bring in my new car for service, then I will not have to wait for hours AND that the work will be done right. ****** *******', the *** skills as a top leader are ineffective for customer satisfaction.

  Business Response

  Date: 04/03/2025

  Service manager from Dealership reached out to customer and spoke with her over the phone on 04-02-2025.

• Initial Complaint

  Date:11/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good morning,
  
  I took my 2018 VW Dune Beetle to be serviced for an oil change and for them to look at my freezing up radio on 11-14-24 @ aprox 10:15am. I got a call at aprox 2:48pm from Alejandro ******* (service advisor) stating that my car had a radiator leak underneath. He sent me photos and stated that it had a leak and it would cost $1483.00 to fix. When I dropped off my car it didn't have any leak of any kind. The car was running fine and all it needed was an oil change. It is my understanding that their technician had to have driven the car to get the radio to mimic what it did before. I have taken the car numerous times for the radio repair with the last time in June 2024. Alejandro told me that I ran over something on the way to the dealership/car service dept and that is why I didn't notice the leak. That is NOT true and further more, when I picked up my vehicle on 11-15-24 at Aprox 11:30 noon there was radiator fluid everywhere. The car overheated on the way home. I spoke with Courtney the "service manager" she stated she would speak to her GM about my car repairs and follow up with a phone call that I have yet to receive. I called the VW corporate office and held for an hour and 48 min only to be told there was NOTHING they could do to help me. This isn't the way to do business and I was only seeking for them to repair their damage to my car when they drove it.

  Business Response

  Date: 11/19/2024

  Spoke to Mrs. ******* and agreed to reimburse for repairs she had done associated with complaint.   She said she would update BBB as well.

• Initial Complaint

  Date:07/16/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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.  I spoke with the service advisor this Morning and she told me they were not certain that part will fix the problem. They have zero power on the vehicle. Also Fran (service advisor) told me the part was on back order until 8/24/2024 Also I am NOT in a loaner. I have NO CAR. 
  This just confirms they do not know what is going on in their dealership.
  
  
  
  Regards,
  
  Yvonne ****
  
  
  
   
  ice department on lemon law as we have no clue on where or what to do. Nobody has helped us. I’ve been without a vehicle for 5 weeks. This seems so wrong that this Company and service Dept is running.

  Business Response

  Date: 07/17/2024

  Customers vehicle is in for service.  Currently waiting on a part to repair.  Estimate time of arrival is 07/23/24.  Customer is in loaner vehicle until repair is complete.  Will follow up once vehicle is repaired.  Updated by Mike ******

  Customer Answer

  Date: 07/24/2024

  Better Business Bureau:
  
  
  
  This letter is to inform you that DeMontrond Auto Country Conroe has carried out to my satisfaction the resolution it proposed for my complaint, filed on 7/16/2024 and assigned ID ********.
  
  
  
  Regards,
  
  Yvonne ****

• Initial Complaint

  Date:03/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a car from Demontrond Auto Country. While I was in financing, signing paperwork, there was a charge that I didn't know what it was for. I asked about it and they told me it was for a GPS tracker and the service that comes with it. I told them I didn't want it. 3 different people told me I have to have it. I didn't have a choice. They inferred that the tracker was installed on the car. So i then told them if I had to have the tracker, I didn't want the tracker service. They told me I had to have that, also. I was not happy about any of this and made it well known.
  Fast forward week and my husband and I are taking a drive. I open the glove box and there is a small device in there. I figure out that it is the GPS tracking device. It is not installed on the car. I am so angry that they made me purchase something that I didn't want.
  There was also an extra charge for window tint. Why wasn't that in the original price? I feel like there was a lot of add-ons that came at the end of the deal.
  All of the add-ons were, Dealer Services, Demontrond Maintenance, Tint, GPS, GPS tracker service. The total add on price was $1995.00 None of which I wanted or needed, and made that very clear to them. I feel like it shouldn't be legal to make someone purchase something they don't want or need in order to buy a car.

  Business Response

  Date: 03/21/2024

  Have already contacted Mrs. May and have come to an agreement. 

• Initial Complaint

  Date:10/27/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They are doing warranty work on my challenger 2018. They said it needs a transmission replacement and I would have to pay $1200 out of pocket. Then today they say it will be $5000 that my warranty company is not doing their job I contacted my warranty department they are covering parts and sent a link to a transmission in the price range. I’m playing middle man between the warranty company and the dealer ship service department. They call and said the trans they ordered is 1745 but the quote from the warranty department is 1200. So I called warranty department again they said that I should probably get my car they are not honoring what they are sending them. So how I’ve managed to talk them down to $2500 but they are clearly trying to get money out of me and my warranty department there is no excuse for what is happening and is terrible to do to people

  Business Response

  Date: 11/10/2023

  Customer was not happy that their warranty did not cover all of the repair.  Customer selected the option for repair.  Customer's vehicle is ready for pick up as of yesterday and is planning to pick up.  Customers issue is resolved.

   

• Initial Complaint

  Date:09/19/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have received my car back fixed on 9/27 and it seems to be fully resolved by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  
  
  
  
  
  
  
  
   
  at can have me hit from the back if I can’t take off when sitting at a red light/stop sign. I have small children with me 90% off the robes during rush hour traffic time and I shouldn’t have to worry if I’ll be rear ended daily and possibly injured severely because my car is having some type of electrical or unknown issues causing me to not drive safely daily. I can’t say well I’ll just pay my car note around October/November so why are they not able to help me drive in a safe vehicle. This is ridiculous!!!

  Business Response

  Date: 09/27/2023

  Vehicle has been repaired and is being returned to customer today.  This should satisfy customer's request.

• Initial Complaint

  Date:08/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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.  
  
  
  Thank you again for being so short. The vehicle is back at your shop. Not even a day of my wife driving and the vehicle has the same issues that we originally had when we brought the vehicle in for service. You replaced an entire wiring harness to "fix" the issue but we continue to be where we started. I would like my $4,600 back since you evidently diagnosed the issue incorrectly now twice. I also would not be as frustrated with you if you answered phone calls and provide an update via email since I've told you multiple times that I am deployed. 
  
  
  
  Regards,

  Your customer, that you've had my car for 3 months. 
  
  
  
  
  
   

  
  ero 'ed out. Secondly, you listed customer states " door connectors are not functioning properly"? Never had I stated that the door connectors do not function properly! Your technician had suggested the problem was the door connectors when I came the first time to pick up the vehicle.
  
  So where are we now? The initial issue when I bought the vehicle for servicing has not been resolved. Per your tech's diagnostics the issue was a bad wiring harness. When I called this diagnosis into question, I left the jeep there again for a second look. Again, the tech advised the harness to be replaced to fix the issue. As evidence of today when the vehicle was delivered, the issue has not been resolved since dashboard light were appearing once again. I am calling into question why a harness was replaced (which is a huge leap in trouble shooting steps), you effectively went straight to replacing a major component rather than finding the root problem. I'm going to need a refund.

  Business Response

  Date: 08/28/2023

  Vehicle currently at the repair shop.  Found the issue and repaired.  Customer is scheduled to pick up vehicle by tomorrow.  Customer issue resolved.

  Business Response

  Date: 09/20/2023

  Update--vehicle is in repair shop.  Repair in progress as of 09-20-23.  Test driving vehicle now.

• Initial Complaint

  Date:04/04/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.  
  
  
  
  
  
  
  
   
  nd emailed them that I would pick up the Jeep on either Saturday or Monday. They advised if I wanted to pick it up I would have to get a tow truck and it was disassembled. In the interim I found a place in Conroe that would fix the jeep and I advised DeMontrond that when it was put back together to let me know and I would pick it up. They said they would deliver it. I gave them the address and they delivered it "in pieces". I have yet to pick it up. I bought it brand new in 1990 and it has 72,000 miles on it and has always been garage kept. What a terrible way to treat a longtime customer. Thank you.

  Business Response

  Date: 04/26/2023

  Customer returned my call yesterday.  Customer's request was fulfilled.  Issue is resolved.