Complaints

• Initial Complaint

  11/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Recently purchased a new 2023 Dodge Charger SXT from DuPage Chrysler Dodge Jeep RAM. Went in for service yesterday because online says they are offering 25% off service for the month. Went in and paid after waiting for over an hour and a half. The service representative did not go over the bill at all. Noticed afterwards there was no discount applied. Once I got home, I also noticed a large amount of grease caked onto my rim I could not get off. Had to drive another hour total to go back to dealer to have removed. Then asked for the 25% discount I never got and multiple people refused to apply it. I was supposed to get 25% off to start and was the only reason I went in early for an oil change. I also am not happy with the service or inconvenience. I find it troublesome that the dealer is not doing the right thing here.

• Initial Complaint

  11/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took truck in for a recall they back truck into pole had to take it to them 4 times to say they fixed truck but they took to body shop and all they did was put shims in the bumper to make it look right they had to shim it out like a 1/2 inch which is not right something is bent and they refuse to fix it right

  Business response

  12/26/2024

  We tried to help this customer and there is a question if we damaged the bumper. We can't prove we did or did not do the damage. We fixed the bumper and the customer is not satisfied as he saw gaps.  We sent the vehicle to a body shop, and he still wasn't happy.  We compared the gaps to a new truck and everything was lined up correctly. We provided a loaner, filled his tank with diesel fuel, and gave him a check to have the ceramic coating applied.  We feel we have done everything possible.  Thank. you.

• Initial Complaint

  10/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Bought van from this place in January 2024. They replaced by front brakes approximately 2 months ago. Brakes were replaced incorrectly and had to bring it back to get a second set of front brakes, free of charge. Brakes still grinded and squeaked. Brought back again, they placed some fluid on brakes to help. As of today, brakes continue to squeak, and grind and are a safety hazard for me to be driving my van around still. Frustrated with the lack of service to get me a set of brakes that work.

  Business response

  12/26/2024

  We left a message for the customer to reach out to *** or ***** and we will replace the brake pads.  Please call ***** at ********************** to set up an appointment.  Thank you.

   

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  6/17/24 I took my 2016 RAM 1500 into DuPage Chrysler for service work, I had already had the vehicle scanned and knew that Glow Plug #4 was bad. **** ****** confirmed later that day that Glow Plug #4 needed to be replaced and quoted me $700 to remove and replace the ** and told me that the vehicle might be ready that day but no later than the next morning. 6/18/24 8:30am I left a message, I left several messages the following day and did not get any answers until after 5pm on 6/19 when I was put in contact with the service manager "***" and I was told that they had broke the #4 Glow Plug off in the motor trying to remove it and the cost would now be $2800.00 to bring in a specialist to extract it. Over the next few days I was advised to replace all 6 Glow plugs at this time and that the mechanics were trying different methods to extract the broken Glow Plug and was told he would get back to me with a quote to replace all 6 **'s. 6/20 around Noon I was told by **** ****** they were still trying to resolve the issue and the earliest they would have an answer would be 6/25. On 6/25 I was given a new quote of $3750.00 to repair the #4 Glow Plug that they had damaged trying to remove and $8800.00 to replace all 6 Glow plugs.After few days of back and forth over costs and what was being done to try and correct the problem they created I told them to stop working on the vehicle and asked them to make my vehicle available for pick up that I would be having it towed out of there to another repair shop at a cost of $180.00. On 7/2/24 I had the vehicle towed to Grizzli Diesel Performance in ***** Stream ************** **************************** **** at Grizzli Performance informed me that DuPage Chrysler had in fact broke 2 Glow Plugs not just the one they told me about and that both would have to be extracted. Grizzli Performance extracted and replaced both broken Glow Plugs and as well as the remaining 4 at a total cost of $2477.75

  Business response

  12/26/2024

  We were upfront with this customer and told him there is a possibility the plugs can break when extracted.  We tried to work out something with the customer and he decided to go elsewhere.  Thank you.

   

  Customer response

  12/30/2024

   
  Complaint: 22302703
  
  I am rejecting this response because: The original point of contact (service writer) at the dealer only stated that one glow plug needed to be replaced and they would try to have the vehicle ready in 24 hours at a cost of $600-$700. There was never a mention that there was a possibility of snapping the glow plug or what the cost would be if that happened. I would remember a conversation that informed me that the job may cost between $3000 and $9000.  Not to mention that I only gave permission to remove the one glow plug. The mechanic at the repair shop that ended up doing the work informed me that the dealer had actually attempted to remove more than we originally agreed on as he discovered they had in fact snapped 2 glow plugs.
  
  Sincerely,
  
  ****** ********

  Business response

  01/29/2025

  We never charged the customer. We gave the customer a few repair options, which he declined. We also offered a discount and he still declined.  The customer asked how much he owes and the Service Manager waved the diagnostic fee. The customer decided to take his vehicle elsewhere. Please see attached exhibits.  Thank you.

  Customer response

  01/29/2025

   
  Complaint: 22302703
  
  I am rejecting this response because: Although DuPage Chrysler Ram didn't charge me they did damage my vehicle and tried to charge me for the damage that they caused. My vehicle was in running   condition and drivable when I brought it to them. However, it did not leave their facility in that condition. I had to have it towed to another facility as the damage DuPage Chrysler Ram caused left my vehicle undriveable. I feel I was forced into this position because DuPage Chrysler Ram was trying to charge an exorbitant amount to repair damage that they caused and I was able to find a diesel specialist that was charged me substantially less.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2021 Ram **** back in February of 2023 and we later found it not to be a good fit for our family. We traded in on June of this year.In June we signed the odometer statement for the warranty refund and emailed and contacted the dealer in multiple occasions. The warranty refund was never processed and my calls to follow up on the status of the refund were ignored for the most part. If it was answered it was just a repeat of the statement that as soon as they issued the refund check I would get a call to pick it up. In October we went in person - was when ********************* the finance manager said the paper work was lost and had me sign another odometer statement and said he would call me as the check was issued. Nothing to date - We reached back out via phone and were put in touch with the sales manager *************************** - who stated the same that the check would be issued within two weeks he would give us a call for pick up - and here we are 12/20 and the refund has not been processed.

  Business response

  01/04/2024

  Our dealership overnighted the refund. The customer said he was satisfied now. Thank you. 

  Customer response

  01/08/2024

  Better Business Bureau: We had recent filed a complaint against Dupage Chrysler Dodge Jeep Ram and since then it has been resolved. Please let me know if you have any questions or if we have to submit any additional information.
    
  Sincerely,
  
  *****************************
  ***********************;    

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new jeep from them in December of 2021. Since then my jeep has already been painted for paint bubbling (known issue), the aux batter went out within a year of owning, the aux battery is out again, the vehicle has been towed to the dealer because it wouldn't shift out of park, the interior leather is melting on the arm rests, and recently, it went in for the paint failing again in the same spots it was originally repaired. I was told for the paint, the new fix is replacing the doors. I was told the warranty manager said only 2 doors will be covered and the other doors they will repaint and put a shim under the hinge. The paint is still failing on ALL doors and a "shim' is not an acceptable fix on the remaining doors when I purchase a brand new jeep with every option on it. I asked them last year about selling me a lemon with all of the issues and money I've spent on the vehicle and I was told by the dealer those laws only apply if filed within a year. My jeep is constantly having issues and in the shop and NEVER had nearly these amount of issues with a 2 year old vehicle. I was also told the repairs won't be done for 6 months! I paid for a new vehicle and now I'm told I need to deal with all of the repairs, time in shop and repairs to failing paint will be done in 6 months.

  Business response

  10/03/2023

  The customer was here 9/25/2023 to have his Wrangler inspected for paint concerns. The dealership has verified the customers concern. In accordance to Stellantis repair procedures which was updated 2-8-2023, we have ordered all new (updated) hinges for the doors, tailgate and hood along with passenger side front and rear door shells. Thank you. 

  Customer response

  10/03/2023

   
  Complaint: 20683726
  
  I am rejecting this response because: it has already been in there and repainted. Theres paint issues on all doors and all doors were repaired before yet Im having the same issues and worse now. The tailgate has the worst of the problems and I was told Im going to have a shim put in. Its unacceptable. 
  

  yes Im having massive paint issues but this jeep has had nonstop issues. I brought up the lemon law but I was sold a faulty product and all the failures aside from paint I need to whip out my check book. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2023 Jeep Renegade on April 27th of this year. Less than three months after the purchase, I am having issues with lights coming on such as seatbelt light (my seatbelt is on when the light appears), airbag service warning light, parking break light, and star/stop light. These come on occasionally, though of course not all the time.I took the car to the dealership today after scheduling an appointment and waiting a couple weeks even taking the first available appointment that worked for me (the soonest appointment would have been Tuesday but I had a prior obligation.)I was told that they wouldnt be able to look into my issue until at least Monday because I scheduled the wrong type of appointment; a multi-point inspection, I had called and this was the type of appointment I was told to schedule online.Then I was informed that they do not have an courtesy vehicles available, which I would have needed in order to get to and from work for four days that it would take to possibly get my car back.Im not sure why they schedule appointments if they are so backed up and have no one to look at my car even though there were 5 men sitting around in the mechanic service center talking. It should be as simple as a sensor and I find it insane that I was told to schedule an appointment they wont honor. I have rights as a consumer under the consumer rights act of 2015 to get anything fixed that is faulty on my car before 6 months, and of course its been 4 months now, but their next appointment date when they have a rental will be after 6 months.I shouldnt have to be dealing with this issue when I buy a new car. Who knows if my air bags are bad? How should I feel safe driving my son around while I wait 2 more months to get this looked at?

  Business response

  10/03/2023

  We have left 2 voicemails and an email for this customer. We cant find her name in our database. Thank you. 
  

• Initial Complaint

  08/29/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am a retired 72 year-old 100% disabled US ************ veteran, living on a limited fixed income.I purchased a used 2021 Jeep from DuPage Chrysler Jeep in late April, 2023 with a final purchase price of approximately $40,000.I paid a $3,000 cash deposit and received a trade-in credit of $3,000 on my **** Chrysler PT Cruiser, leaving a balance of approximately $34,000 which was to be financed by the dealership's lender/bank.I received both verbally and in writing that I had the option of rescinding my purchase within 15 days for ANY reason.I notified the dealership in early May, ******************************************************** that the $1200 per month payment that I was required to pay to the bank thru which the dealership had arranged financing was not going to be affordable for me.The dealership told me that it was my problem and reneged on its 15-day unconditional return policy.I made monthly payments in May and June. During my last visit to the dealership in person with my cousin in early July, 2023 I told the dealership's representatives to void the deal and return my $3000 down payment and **** Chrysler PT Cruiser. The dealership's representatives rudely and sarcastically told me and my cousin that the bank owned the Jeep, that the dealership would not return to me my $3000 down-************ Cruiser, and to leave the dealership.

  Business response

  11/03/2023

  See Attachment

• Initial Complaint

  04/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Below is the information regarding the truck I purchased:2014 Jeep Grand Cherokee SRT ******** (****************)6/20/2022 and it was used There was no written warranty, but we did have to purchase two diff warranty's for the truck The truck has been at the dealership for repairs 4 times now, each time the warranty company has covered the repairs with the exception of this last time because how the service **** worded the documentation.When the truck was purchased, we signed paperwork saying they did a thorough check of the truck and everything worked. Three or 4 weeks after getting the truck, we had to bring it back to the dealership because the engin blew and they supposedly gave ** a new engine. Each time we have had it in for service it is because of the engine and them not doing a diagnostic test (like they should have) when having the truck to see if anything else is wrong with it. They never changed the fluids out when changing the engine so the fluids are all brown and like syrup (we have pics and video proof). The gaskets blew as well (we have proof of that from another place we took it to that looked at the truck). The truck has been sitting at the dealership since December of last year because the warranty company will not cover the cost of another new engine because the dealership is saying this is my fault when the service department didn't fix the truck correctly the first time they had it. I attached the paperwork I had at home, but I don't have all the receipts from the dealership and when I called yesterday to have them email me the paperwork, I was told they wouldn't do that and that I would have to go there and they would print them out, but I have no way of getting there. My desired resolution is either repair or a refund for the truck.

  Business response

  05/09/2023

  9-7-22 VEHICLE STALLED TOWED IN EXTENDED WARRANTY PAID FOR NEW ENGINE MILES 74589

  11-29-22 VEHICLE TOWED IN OVERHEATED MILES 78678

  12-19-22 VEHICLE CAME IN WITH A CHECK ENGINE LIGHT ON. INSPECTED VEHICLE, COOLANT AND OIL MIXED. CUSTOMER DROVE UNTIL VEHICLE DIDN'T RUN

  AND DAMAGED NEW ENGINE. MILES 80527

  CHRYSLER DECLINED DUE TO EXCESSIVE OVERHEATING.  VEHICLE WAS NOT TAKEN CARE OF AFTER REPAIRS. PLEASE SEE ATTACHED.

  THANK YOU.  

  Customer response

  05/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  12/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  this part of the email i sent to the store manager who did not reply: The car was taken in for a noise complaint. After the car was taken in to be inspected, ******** informed my father that he would have to pay $2600 out of pocket. My father informed her that the car has warranty. ******** then stated that my father would still have to pay out of pocket but can be reimbursed after she helps him make the claim. That being said, that is a lot of money to pay out of pocket, therefore my father was hesitant on leaving the car, he did not want to pay $2600 out of pocket because like I previously stated, the car has warranty. ******** reassured my father that she would be able to help him be reimbursed after the services. My father was still hesitant until ******** stated that if the car wasn't serviced that day, it was more than likely that the car would breakdown. My father is physically disabled and cannot risk such scenario. Therefore, he was forced to leave the car, pay out of pocket, and turns out to be misinformed by ********. She stated that all we needed is to bring in the warranty once they called us that the car was done being serviced and she would help make the claim. Therefore we followed Jennifers processional recommendation. When my father was called to pick up the car, he took the warranty with him just like ******** asked. ************************* was now stating she couldnt help him make the claim, although she had gave her professional recommendation to leave the car and stated that she would help him make the claim. This is misinformation to the customer/consumer. My father was extremely upset because ******** did not want to help him anymore. Therefore my father went to look for a manager. - more in email

  Business response

  01/08/2023

  This is an issue with the customers service contract. when the car was brought in, the customer didnt tell us he had contract. We offered to help with the call. Thank you. 

  Customer response

  01/31/2023

   
  Complaint: 18652756
  
  I am rejecting this response because:

   

  Hello,

  
  

  I would like some help with my claim that I have summited. Since there is only a 7 day response,I was not able to review the response made by the buisiness to resolve my complaint until now. I would like to reject their response because we did let them know about the insurance. I reached out to the dealership store manager and never received a response, they did not offer any help. If you can please assisit/help me with this? 

  "This is an issue with the customers service contract. when the car was brought in, the customer didnt tell us he had contract. We offered to help with the call. Thank you."

  
  

  
  

  Much appreciated,

  
  

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

   

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

  Business response

  03/23/2023

  **** has talked to ******* and her father. **** gave all the information to send to St. ******* (where the service contract was purchased) so the customer could get reimbursed. The customer ******** father did not tell us he had a warranty at the time of repair.  We have tried to help them as the claim should be covered.  Has the customer contacted St. ******* where they purchased the service contract? We have tried everything to help.  Thank you. 

  Customer response

  03/24/2023

   
  Complaint: 18652756
  
  I am rejecting this response because:

  As stated before, the service secretary, ********, and service manager,****, were aware about the insurance/warranty. Why is a car dealership misinforming BBB? My father is physically disabled and was informed by the service secretary that if he left with the vehicle, that it would break down. A physically disabled person absolutely CANNOT risk such scenario. My father was forced to leave the car and pay out of pocket, although ******** said she would process the warranty with no problem. ******** was incorrect and was not able to process the insurance. Customers are being misinformed and being taken advantage for being physically disabled. Since ******** couldnt help fix the situation,****, the manager took over the situation in order to help. Although, ****, the service manager, said he would help further but he did not responded to any of our concerns and did not provide all the help that couldve been provided. If you would look at the file attached on this document, you would see that **** did not respond to our help inquiry nor did he inform to contact St.*******. If you see the other attachment provided, you will see **** actually informed to contact the insurance warranty to get a reimbursement and that the reimbursement would arrive within 7days. The help that was provided by the service manager was not sufficient and did not resolve any issues. The customer service that you state you have provided is not accurate and should to be resolved by someone in hire authority than just the service manager who did not respond. Thank you, 
  
  Sincerely,
  
  *****************************

  Business response

  04/17/2023

  This customer unfortunately is not providing accurate facts. The repair for the radiator is from a service contract that was not purchased through us.  The ********* have been provided with a claim number which is 2211-8203.  The amount of their claim is $1128.96 less $100 deductible which is the customers responsibility.  The other work was brake and maintenance work which is not covered under any service contract. There is nothing else we can do.  We suggest they take it back to the selling dealership where they purchased the service contract. We also suggest they get the representative for the service contract involved.  Thank you.  

  Customer response

  04/22/2023

   
  Complaint: 18652756
  
  I am rejecting this response because:
  
  Good day, all information provided by me is accurate. I have provided documents to prove that not everything was done to help me, like you previous stated. You are deceiving a customer not only during the service, but as-well when offering help to a consumer and never responding to any inquiries.
   ********, the service receptionist  in services was indeed aware of the service contract. She even confirmed over the phone that she knew about the service contract and that it was her mistake for not processing the service contract before the service but that she couldnt do anything about it. This is your guys mistake,your dealership, not another dealership. Your dealership was the one who made the mistake of misinforming us and still doing the service. You are not taking accountability for your mistake of not processing our service contract before the service
  Sincerely,
  
  *****************************

*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. ↩