Complaints

• Initial Complaint

  12/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My 2021 Dodge Durango was ****** in for brake replacement and warranty repair on 20 November, 2024. The car was in the shop for 7 days. There was no damage to my windshield before I left the vehicle in their care. During the course of the repairs the front windshield was cracked by the dealership. The crack is over 27 inches long. I was never informed that the windshield was cracked, and had to discover the damage on my own. When I picked the car up the service representative told me that "it was probably like that when you ****** it in." However, The dealership too pictures of the vehicle when it was brought in and the windshield was clearly not damaged. The service manager refuses to pay for or repair the damage. He stated that I can "take it up with my insurance, you can't prove it wasn't damaged before you ****** it in"

  

  Business response

  12/05/2024

  Better Business Bureau,

  Good Morning.  I contacted Mr. ***** ***** by phone December 4, 2024 at 1:42 and offered to replace the windshield in his ******* at the location of his choosing at no charge.  I was surprised when Mr. ***** refused my offer.  After a short discussion I asked if it was still possible for me to take care of the windshield for him.  He was not open to that resolution at that time.   Our offer to replace the windshield is still available to Mr. ***** or we are also agreeable to sending him $500.00 as an alternate resolution.  I can be reached on my direct line **************, our offer is good through December 16, 2024.  A prompt response would be appreciated.
  
  
  Regards,
  
  
  **** ******
  General Manager
  York Dodge CJR
  D- **************

  Customer response

  12/09/2024

  
  Better Business Bureau:
  

  I did not accept the offer to fix/replace my windshield because by the time this offer was made I had already completed the repair process through my insurance.  I will take the $500 as compensation.
  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,
  
  ***** *****
  
   

  
  

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our jeep has been in the shop for over 2 months waiting on a part. We are paying the monthly payment but we are concerned we will not get it back and will still have to pay for a vehicle we do not have in our piessession. When we call they say they are waiting on the part. There have been other vehicles with this issue and they should have had this resolved before this happened to our vehicle. Other people have complained on the jeep forums for a couple of years about this issue. They have known about it. Desired settlement would be for this to be resolved, or to get a comparable vehicle for replacement. We were planing to pay it off but at this point we are scared to spend the money on a car that is in the shop. And we will not be able to trade it in for another vehicle in its current condition.

  

  Business response

  05/15/2024

  All concerned,

  Those involved here at the dealership certainly empathize with Mrs. *** Storys concern.  Her ******************************************************* our service department since March 22nd .  The concern that is being addressed is the Jeeps engine light is on, and has a hard time shifting into from Park to Drive.  The condition and the codes stored in the Jeeps computer indicate an issue with the *** module.  The next step is to replace the module.  Unfortunately, the *** module was on an Engineering Revue Restriction and was unavailable to order until April 18th.  An order for the module was placed on April 18th and an agent from Jeep was contacted to assist us in placing the order as a *************** Request with the goal of having the highest priority possible.  As of today,the module is ordered with no ETA.  We are in constant contact with the agent from Jeep and are hopeful the module will be available sooner rather than later.  We will continue our efforts and keep up good communication with the customer throughout the process.

  Respectfully,

  *********************, GM

• Initial Complaint

  07/20/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I paid for a part to be ordered. York Dodge Chrysler Jeep Ram told me it would arrive in two weeks. They now are telling me that the part won't be available until November. This is a commonly available part online. They continue to string this out telling me that they'll do something "next week".

  

  Business response

  07/21/2023

  I contacted ****************** today by phone after gathering some information.  As it turned out ****************** had already been contacted by our Service Advisor and informed that stabilizer would arrive at the dealership by this Monday after special arrangements were made.  ****************** and I will consider the matter resolved once the stabilizer is installed next week.

  Customer response

  07/23/2023

  While I have been given another promise, I am waiting for resolution proposed by York Dodge to occur Monday.  This matter has not been settled yet.

  

  Business response

  08/01/2023

  After multiple attempts to secure the proper Mopar FOX steering stabilizer that was on back-order and unavailable, we located the same Mopar stabilizer in a dealership's inventory and sent a driver to pick it up.  ****************** was very patient through the process and came to the dealership on Friday once our driver returned with the stabilizer.  The stabilizer was installed promptly and ****************** and myself went for a drive together to verify the proper handling of the Jeep.  ****************** and I were both pleased with the ride and handling.  I believe we both agree this matter has been resolved to ********************** satisfaction.  We remain ready to assist if any issues arise.  Thank you.  ****, GM

• Initial Complaint

  03/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been a customer of **** for many years with multiple vehicles. On 3/24/23 I left my Ram for routine EGR maintenance, oil change & fuel filter service. When I picked it up on 3/28/23, the clutch was not engaging correctly . This was not the condition the truck was in when trusted to them. I could smell burnt clutch and coolant. I also noticed that the fuel filter service life was not reset nor was a "next service" tag placed on the window making me in hindsight suspicious that they performed the services that I had paid for. I alerted ***** my service rep of the clutch problem who then had me speak with ******, their "Senior Diesel Tech". He agreed that something was amiss with the clutch and would look into it. Later in the day, ****, the Service Manager called me and said that they "had done nothing wrong" and to pick up my vehicle. Instead of taking a defensive posture, a more appropriate response would have been "We need more time to investigate..." or "Your clutch appears to have problem X and will require Y...." The expertise that one would expect from an authorized dealer was not delivered. I asked **** if he had inspected the truck personally he said no. When I asked to speak with the General Manager, **** told that he was not available. The tone of his voice was rude. How about "He's not available at this time, I will have him get in touch with you to work towards a resolution". The cost to me was $2948.77. I believe that a York staff member inexperienced with driving a manual transmission burned the clutch and is not admitting to it. I have left a voice mail for ****, the General Manager and have not received a response yet.

  

  Business response

  04/06/2023

  ************************* and Adventure Trailers are a valued customer like all others.  We believe ***** to be extremely knowledgeable regarding service and repair of vehicles.  The 2014 Ram **** he brought for maintenance is an Overland vehicle built on a Ram **** Regular Cab, he shares that it is their shop ***** and a special AEV custom vehicle. We service Ram *****s like these from time to time that have been upfit with accessories or even gone through extensive modifications by a secondary manufacturer such as AEV.  The scope of the work we do on these vehicles is limited to the *** equipment of the Ram *****.

  ****************** and I connected by phone after a few messages left for each other on Friday 3/31.  We had a cordial conversation where he informed me that his clutch was harmed by the dealership.  We set an appointment to meet at the dealership and look over the ***** in :40 or around 2:00 pm.

  Our meeting at the dealership broke down within minutes of Mr. ******** arrival.  I became the fourth representative of our company to be roughed up by ***** and be unable to diffuse the situation. 
  My investigation of the events leads me to believe that Mr.******** ***** came in with a worn clutch and a very small amount of additional wear on the clutch, while unlikely,  could possibly account for ****** claim that the clutch acted differently before and after being serviced.  Having taken ****************** at his word, I have been actively seeking a goodwill resolution with ***** since Saturday April 1st by phone and email.  He has so far been unavailable.  I will forward to the BBB an update once resolved or finalized.

  *********************, GM

• Initial Complaint

  03/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on the 8th of march this year, the transmossion on my jeep had gone out, and having an aftermarket warranty service, i took my jeep to the above dealership to get worked on. The dealership did nothing to work with my warranty company and i was told i needed to buy a NEW transmission and would cost me **** out of pocket. this i could not afford and the transmission could be rebuilt, the dealership just refused to do it. so upon getting my vehicle towed to a shop that was willing to rebuild my transmission, I was charged **** dollars for parts that were NOT supposed to be ordered, and i have verification that the dealership was NOT charged for anything, they would not show the tow driver where my car was and made him find it himself, and 2 days later, i was called by the new shop working on my car, that the dealership did not put all the pieces to my car together, I had to go get the rest of my car myself. i spoke with the manager of the service department that if he hasn't been charged, i would be refunded the **** dollars. this was 2 weeks ago, and this has to be the worst experience I've ever had with a dealership. i want my money back, and i think for the entire expirence, they should cover the reminder **** dollars to complete my car

  

  Business response

  04/03/2023

  BBB, ************** of the dealership and ************** were able to agree to a full refund of the re-stocking fee noted in this complaint.  The very good news is that the dealership was able to cancel the ordered transmission.  The dealership did not take delivery of the transmission or pay any fees as the order was cancelled.  Thank you to ************** for his patience through the cancellation and waiting period.  A full refund was processed today by our office directly to the credit card used to make the original payment. Thank you to all involved.

   

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

   

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