Complaints

• Initial Complaint

  08/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Crystal dodge told me my truck was repaired on 3 separate occasions and it breaks down a mile up the road every time, when I tried to tow it back to them they said I will be trespassed, so I had to have it towed to the Homosassa location. They said Crystal will be sold by September 1st and they do not provide rentals or even courtesy van anymore.

  Business response

  09/01/2022

  Business Response /* (1000, 5, 2022/08/26) */ 1. On 07 June 2022 at 168,199 miles guest requested dealer to clean his EGR valve, this was completed and the guest voiced no drivability concerns. 2. on 17 June 2022 at 168,209 miles guest arrived stating his vehicle was overheating. Dealer discovered the vehicles upper radiator hose and EGR cooler leaking both located at least three feet away from the previously cleaned EGR Valve. However do to the customers extremely demanding behavior both the cooler and hose were replaced at no charge to him. At that time dealer discovered a faulty NOX sensor and Hi Circuit Fuel sensor guest declined their replacement. 3. On 22 Aug 2022 at 174,792 miles guest arrived with a check engine light on, the vehicle had stored Turbo fault code dealer discovered a mangled air filter and replaced it at no charge due to the guest demanding behavior. Dealer advised the guest that the vehicle would need to be diagnosed and test driven, the guest vehicle had a serpentine belt which was on the edge of breaking and was told it would need to be replaced prior to being taken on a test drive. At this point the guest started flailing his arms about demanding that everything on his vehicle be repaired at no charge to him. The guest physical gestures and demanding tone caused two female employees to be afraid for their safety, at that point a manager asked the guest to leave and not return

• Initial Complaint

  08/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased a 2017 certified pre owned jeep renegade back in 2020 from this dealership. I attempted to trade it in on 8/9/2022 at two other dealerships. I was told my vehicle was in a pretty severe accident in 2019, which makes my vehicle basically worthless. I was told there was frame damage from the mechanic at the dealership and they wouldn't even be able to sell my car, that it would have to be sent to auction. When I purchased the jeep for $27,000 I had NO IDEA it had ever been involved in such an accident, if I did, I NEVER would have purchased it. Crystal never disclosed that information. When I attempted to resolve this with Crystal, I was told they do not check all their vehicles for prior accidents and that maybe my car had been in a hale storm, resulting in the damages. They then tried to get me to trade my jeep in to them, for less than what I still owe, and put me in an even more expensive used car from them. When I told the manager that it is fraudulent to sell someone a used a car, without disclosing the information about frame damage and an accident, he told me they have 12 lawyers and millions and millions of dollars so he wasn't worried about it.

  Business response

  08/19/2022

  Business Response /* (1000, 5, 2022/08/15) */ working with customer to resolve issue Consumer Response /* (2000, 7, 2022/08/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) The dealership worked with me to come up with a resolution that we were both satisfied with.

• Initial Complaint

  06/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a 2021 jeep cherokee latitude in May of 2021. Ever since 1st week of having it. The car started shutting off at red traffic lights. I'd actually have to restart. I have videos and pics. About a month after having the car it started to buck when we were driving - forcefully where our necks would whip. We brought it back and forth to the dealer and they couldn't figure out what was wrong with it. Every time we went for an oil change we would let them know again what was still happening. On May 16th, the car lost all driving power and it had to be towed there. They text me on May 17th and said it was the crankshaft position sensor, they ordered it and it would arrive by that Thursday. They text me again on May 19th and said they put the part in but when mechanic test drove it stalled and now needed a power train module which was the main brain. They said it was on backorder but we're going to see if they could list it as vehicle off road with Chrysler to get it sooner and that they would let me know more on Monday the 23rd. They never contacted me. 3 weeks. They didn't contact me until today. There is sooo much more too. I have pics and videos and screenshots

  Business response

  07/18/2022

  Business Response /* (1000, 10, 2022/06/27) */ The Service department has checked the vehicle the stop start system makes the vehicle shut off at traffic lights. this is normal operation for fuel savings. Consumer Response /* (3000, 12, 2022/06/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) The start stop system works perfectly in the vehicle. This is different. The car shuts off completely. Must be put into park and restarted manually with the key. Whoever responded to this complaint either didn't actually look up our acct or vehicle history or they are just blatantly are lying. So as per the complaint you saw the vehicle was towed there on May 16th. They changed the crankshaft module sensor- it didn't work. So then they changed the power train module (main brain). On late afternoon of June 9th finally from May 16th - they called and said car was ready. We picked the car up on June 10th after 5pm. We went to go to walmart around 10am on June 11th and the car was completely shutting off at red lights (it has to be manually started with key) and was bucking while we drove it. Same issue we had since month 1 of owning it. Then on way home from walmart still doing those things but bucking even worse and then all the lights on dashboard lit up and car lost all power again - not drivable (same thing that happened on May 16th before towed there the 1st time). The car was again towed to dealer on June 13th and has been there since. We still don't have our car. They said now it needs a while new engine wiring harness. This is crazy and there response is unacceptable. Business Response /* (4000, 14, 2022/06/29) */ Wiring harness is on order for this vehicle. Th ETA is July 15th and the customer is aware. Consumer Response /* (4200, 16, 2022/06/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hi, so this still doesn't resolve our problem. We have been sold a lemon. The dealership ignored our cries for help with what it was doing for a year. They have done nothing for that aspect of this problem! Despite being promised they'd figure it out nothing was done till the car was literally undriveable.. We've been told sorry for the poor work done by our previous service advisors... but that alone doesn't fix the problem Business Response /* (4000, 18, 2022/06/30) */ Crystal Automotive certainly understands the *****'s frustration. Crystal did get fault codes for the vehicles crankshaft positioning sensor, however these fault codes were determined to be compromised as the vehicle has a failed power train control module. Todays vehicles are complex machines with many interconnected components and demand much more time in their diagnosis. The power train control module was ordered and discovered to be on back order through FCA, due to covid related supply train issues. The order was upgraded to a vehicle down status and is expected to arrive on July 15th. Once the power train control module arrives it will be installed and tested straight away. On June 13th Crystal Automotive reached out to Mr. ***** asking if he was interested in trading in his vehicle on another SUV or vehicle. At that time Mr. ***** was not interested in trading in his vehicle. Today Crystal sales again reached out to Mr. ***** and the call went directly to voicemail, Mr. ***** has also opened dialog with FCA customer complaint department and the have also been in communication with Mr. ***** and Crystal Automotive. Crystal Automotive remains open into trading Mr. ***** out of his vehicle or even purchasing his vehicle. Thank you Jim Travis

*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. ↩