Complaints

• Initial Complaint

  12/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was informed additional parts, if any, would be disclosed in advance. Upon pickup the due bill had extra part included for additional cost. The part was already installed. When mentioned to the Service Manager he replied " You can pay for the part or I can put the truck back in service and remove it"...I opted to pay considering time off from work and the hassle wasnt worth it. This was wrong and not *********** forward approximately 100 miles driving out of this dealer from warrenty work and the check engine light turns on. This was due to faulty labor and corner cuts reusing old gaskets. After consulting multiple Dealerships with the question "do you ever reuse any EGR gaskets on reassembly" all answers were "absolutely not they all get replaced"I then called the Service Manager at Glendora Dodge and mentioned my truck was serviced while he was on vacation. Now it has a check engine light. This light is on due to recent work and states on my receipt two year warrenty on parts/labor. I have an aftermarket warrenty on my truck and a warrenty on the recent parts / labor. My recent warrenty work totaled $6,719.68 paid out by my insutance. The truck still has a check engine light on. I said "Bro i just want my truck fixed" his response to me was "Dont bro me"...at that point i knew what type of person i was dealing with.I gave him the opportunity to make it right. I said "if i take more time off and bring the truck back will it get serviced or will i be turned away"? He said he will not service the truck nor wants my business and hung the phone up on me.(They were already paid out from insurance plus i have a new part I didnt need already installed) I then called my aftermarket ****************. They stated they paid for the repair of $6,719.68 and if im still having issues i need to take it up with the ********* this time the truck will get service elsewhere with documentation. I will seek legal action in state court for reimbursement.

  Business response

  12/19/2024

  .On 09/17/2024 ************************ in his 3500 Ram truck for a knocking noise in engine. We gave him a diagnostic estimate of $225.00 to inspect concern and report findings. We found this was and internal issue and tear down would need to be authorized. We gave him an estimate of $1,600.00, he approved 9/17/24 at 4:39pm. He provided us with his warranty through Xtended Auto. After further tear down and diagnostic, my service advisor called the warranty to get approval for replacement of camshaft and lifters on both sides. They approved all repairs but declined the thermostat, and new oil filter as maintenance items in the amount of $244.95 plus he had a $250.00 deductible which we collected. We informed customer of this and notified him that he would be charged for those parts, no additional labor. He was not happy the warranty refused coverage of these parts. We performed repairs, customer picked up vehicle and paid his total bill. A couple months later he called with his vehicle at another shop with a check engine light on. I am unaware of the mileage at this time. He informed me of an EGR code. He asked about EGR gaskets being replace, they were not because they were not needed for this repair. He then accused my staff of being thief's, became verbally abusive over the phone to me. He started to become aggressive. I drew the line there, and told him that our conversation was over, and we would no longer do business with him due to his aggressive and abusive language he was using with me and my staff. I informed him the warranty on repairs performed here were good at any dealer across the nation. I received a call 2 days later from Mr. ************ asking to bring his vehicle here for us to look at the check engine light. I told him to see another dealer for future service and referenced our previous conversation.

  Customer response

  12/20/2024

   
  Complaint: 22691732
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** Frankenstein

  Customer response

  12/20/2024

  The response is invalid. It has multiple errors.

  I was informed AFTER said parts were installed. (To make up for the dishonesty they programmed two aftermarket key fobs) wink

  Additionally, the shop ******* stated the *** system was never removed. What he doesnt realize is the service advisor took me into the bay weeks prior to view the truck. I took a photo of my truck all apart. The *** system was in fact all removed *** apart.

  Never at any time did I use foul language nor accused anyone of theft (what could they possibly steal?)

  Furthermore, the response claims unknown milage whereas the invoices state correct milage data.

  My opinion on this matter has not changed.

   

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Jeep serviced on 6/26/2024 for codes :UO401, C121C. Paid $2, 742.51 for a new throttle body and PCM.Car broke down again and serviced on 7/8/2024 for the same codes. Second throttle body replaced. ****** stated first one was faulty. We had to pay $40.00 both times to expedite shipping for the part.Car broke down a third time for the same codes on 8/7/2024.We picked up our 2015 Jeep Patriot from Glendora Jeep on Friday, August 9. This was the third time that we have had the car in to be serviced with them: June 26, July 8, Aug 7 for the engine going into limp mode. They stated that there was nothing wrong with the car on Friday Aug. 9, and it went broke down again with the same codes on 8/13/2024.This car has broken down 4 times now with the same codes:UO401 P000"C121C U0401 They have never fixed the problem. We now have the car at another dealership to fix the problem.

  Business response

  08/28/2024

  We have reviewed this complaint and cross referenced the name and phone number and cannot find a match in our records. Could you please provide more information as to the vehicle vin # or the repair order numbers.

  Customer response

  08/28/2024

   
  Complaint: 22193648
  
  I am rejecting this response because: the car may be listed under ******************* (husband).

  vin *****************
  
  Sincerely,
  
  *******************

  Business response

  09/04/2024

  Customer brought vehicle in 06/26/24 for check engine light on. We replaced throttle body, and powertrain control module for total of $2,742.51. Customer returned with check engine light on 07/08/24. We found the throttle body had failed. Replaced throttle body under warranty, at no charge. Customer returned again 08/07/24 stating check engine light came back on. We found no check engine light on. We performed scan report, no active or stored codes found. Vehicle was operating properly at that time. Notified customer of proper operation, and customer picked up vehicle. The repairs performed here are still under warranty for 2-year free replacement at any dealer nationwide.

  Customer response

  09/07/2024

   
  Complaint: 22193648
  
  I am rejecting this response because: This vehicle has broken down 4 times after being serviced 3 times by Glendora Jeep with the same issue and the same codes. It is completely unsafe and inoperable. Glendora Jeep has attempted to repair this car 3 times, and it broke down a 4th time with the same codes that they supposedly repaired. We have taken it to another dealership for repairs of the same codes. We do not feel comfortable returning our vehicle to Glendora Jeep for a 4th time, as we know the repairs they preformed did not fix the issue. We have a timestamped video of the same codes appearing a 4th time. We cannot load it as the file is too large to load. We would like a refund.
  
  Sincerely,
  
  *******************

• Initial Complaint

  01/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I made an appointment On January 9,2024 for my 2018 Dodge Durango for an oil change service and a diagnostic check as check engine light was on the dashboard. The diagnostic was going to cost $225.00. After waiting 2 days I had to call service team because I did not hear back from them and that is when service technician said they have to run more tests and they will not have my car ready till Friday January 5th. On January 5th I had to call because no one contacted me and service department said my technician had called out sick that day someone else had to check on the car and they will get back to me. No once called me so I had to call Monday January 8,2024, that is when service technician ***** said they have to run more test. On January 11,2024 ***** said they have to pull the engine apart because block test failed, I called back on Friday January 11,2024 that is when someone from service department said to me that they found a head casket to be faulty and gave me and option to replace the cam shaft to prevent further failure to engine. I said no just replace the gasket. Later on that day service department called to say they need to replace the cam shaft because it was completely worn out and the parts were going to be $3,225.00 plus the hours spent replacing it for a grand total of $7,000.00+. That is way more money than what I expected to pay after initial cost of repair was $3,225.00. The service technician said they will try to work with me and lower the cost down. The service technician called me back on Tuesday January 16,2024 and simply raised the grand total to $8,000+ and said they can do the job for $6,500.00 trying to make time think they really did give me a discount, after the initial problem was just a head gasket. The service department is forcing me to replace the whole camshaft in hopes to repair my vehicle after initial problem was just a head gasket. The service department is avoiding contact and transparency, lying about total costs.

  Business response

  01/22/2024

  The original Diagnoses found codes PO306 & PO305 Cylinder 6 and Cylinder 5 misfire. Vehicle was low on coolant and had a rough idle next we performed a block test, and the vehicle failed that test. We called the customer with a new estimate of $3600.00 for tear down to find cause of failure. Once the customer authorized the tear down proceeded with the diagnoses to find wear on the cam shaft and lifters. We called the customer with our findings and revised the estimate to $7900.00.  We later revised the estimate down to $6400.00,  to help the customer with the cost of the repairs.

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  07/10/23 I waited months for a very important recall part to arrive . I was in line waiting my turn for service. Then they skipped me and serviced the person behind me. When I complained the manager was rude. So I yelled at him. Then he told me to leave and tried to fight me. I'm handicapped and did not want any altercation. I just wanted them to take people in order. I need them to send my special order part to a new dealer

  Business response

  07/12/2023

  I met with customer the on Monday morning and looked into his issue. When the customer entered the building the service manager was on the phone. The service manager covered the phone and stated he would be right with him. The customer proceeded to raise his voice while other customer where in the office being helped.  This is not the way want to start a Monday. I explained this to the customer and thought it was best for him to take his car somewhere else. The Service manager never made any attempt to threaten or be confrontational in any way.  The part in question was purchased by the dealership and can only be shipped back to the manufacturer in order to get a credit for the part and any related core charges.

   

   

   

• Initial Complaint

  08/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In February of this year, I had my car checked, under full warranty. All costs, including the diagnostic fee were covered by the warranty, as well as insurance. We purchased a car through *******. ********* was their insurance. --- At that time, I had spoken with both ******* and *********, and **** (Service manager at Glendora Jeep), and made it clear to them, in the form of request, to check three major electrical faults on the vehicle itself. This was agreed-upon over the phone. There were also phone calls between myself, *******, who verified that *********s would cover all costs. The diagnostic fee was also covered. I spoke with the service manager, as listed above, and made it clear that part of the coverage would include checking these three electrical thoughts. I have now taken the car in, under the assumption that, they would honor this particular warranty claim, and they are now not honoring it and are charging me other fees, on top of the electrical issues that were neglected by Glendora Jeep. They want to charge me an extra $400 for a diagnostic exploration, that should've been covered when they should have actually done the research work on what these faults were. They have also now added $343 to other possible issues. I'll talk, they want to charge me $400 For something that they should have done in the first place. I am directly seeking them to 63 electrical issues mention, and not charge me anything.

  Business response

  10/13/2022

  Business Response /* (1000, 5, 2022/08/18) */ The original issues back in February were not electrical in nature. The current issues are, and the vehicle is now out of warranty. We are asking for authorization to do the diagnose so we can determine what is causing the problem. All other repairs related to this current visit are maintenance and not covered under the warranty.

• Initial Complaint

  03/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The most recent service visit was on ************** but I have gone to this dealership several times for the same problem. The AC unit in my car cycles from cold to warm and emits a disgusting super-glue like smell from the air vents anytime I turn it on. The service advisor, "****" intentionally minimized my concerns on the service order after I specifically told him that the problem is continuing, the smell coming from my vents is unbearable and is making me and my family physically sick. I wanted this relayed to the technician, but all he wrote down was "customer states A/C has a faint smell coming into cabin." He did not mention the cycling issue from cold to warm and deliberately typed in a misleading description of the problem so that his mechanic would not put in the effort to diagnose and fix the problem. Each time I have taken it to this dealership, they top off the refrigerant/Freon when it is not needed just to pacify me instead of fixing the problem. I believe this constant overfilling of the AC refrigerant has caused a leak in the system and is causing the awful smell. **** also said to me "this time we will do a thorough inspection." Why, because the first two times I took it in they did not do a thorough inspection? In addition, I overheard one technician tell another " we don't make money off of warranty work." When I picked up my car on 3/23/22, my car looked untouched. The components under the hood that they claimed they checked were still dusty and exactly the same as when I dropped it off. All they did was spray deodorizer into the vents to mask the smell so now I am inhaling baby powdered scented poison. I do not trust these people and I firmly believe that they just left my car sitting there overnight to make me believe that they looked into the problem when they in fact did not. I also believe that they are involved in gross misuse of the AC refrigerant by forcing more into the AC system when it is not needed.

  Business response

  07/07/2022

  Business Response /* (1000, 5, 2022/04/12) */ Glendora Chrysler Jeep Dodge Ram has tried it's best to accommodate all of the customer's demands and requests. Customer brought in their 2019 Jeep Grand Cherokee with 40,742 miles. This vehicle is out of warranty. For the customer's troubles, Glendora Chrysler Dodge Jeep Ram inspected refrigerant and all HVAC duct sensors FREE of charge. There were no leaks found and duct sensors were working properly. There was no smell coming from the vents and we were unable to duplicate customer's concerns. **** did note "the customer states A/C will not stay cool when on, hot air will come out after cycle. Check and Advise." An A/C update was done. Unfortunately, we are not able to duplicate this customer's concerns. We recommend this customer take their vehicle to the purchasing dealer and let them look at the customer's vehicle.

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