Complaints

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was having issues with my truck which is a 2020 H32****3036**38373831H Durango car running hot, and I took it to Auffenberg Chrysler Dodge Jeep Ram and I was told that it needs a transmission oil heater. My truck has been in this shop for about a month and it has not been repaired and I am told it is a national shortage on auto parts. I am paying out of pocket expenses for rentals and they have told me they don&#**;t do loaner vehicles and no rentals are available. Each time I call, they are telling me something different about the rental options, one minute they don&#**;t provide rentals the next is they don&#**;t have any available. This has been an inconvenience to me, I would like for my truck to be repaired.

  Business response

  09/30/2024

  We did offer her a rental car through *****, due to her aftermarket extended warranty it was not able to cover substitutional transportation. We spoke with ***** and asked them to provide the rental at our internal pricing to which they agreed to. The part we ordered for replacement was on backorder from Chrysler so that is beyond our control. 

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a jeep on May 4th, there was a brake light visible on the dashboard which they agreed to fix before delivery. Delivery was scheduled for that Monday. After 2 weeks of waiting the vehicle still wasnt ready. There were excuses made every day for the delay. (The part we replaced didnt fix the issue, this part is on back order, the part arrived but it was defective, etc). After 2 weeks of them failing to deliver the vehicle they agreed to unwind the ************* everything. They went ahead and refunded my $7000 down payment but they still have not refunded the financed amount of $23427.03. My bank says I am responsible until the dealership gives them the paperwork showing the deal has been canceled and the dealership refunds them their money. I have a payment coming due in a week on a car that is listed for sale on their lot. I have wasted countless 30 mile trips each way only to get there for them to say the finance guy who deals with this is off that day. I have sent numerous emails and left many messages. No one is returning any of my phone calls and I feel like I am getting nowhere. This has been the worst dealer experience I have ever had.

  Business response

  07/05/2024

  I checked the issue with the lending company. Customer is no longer has obligations to loan. This loan has been satisfied/closed.  

  Business response

  07/05/2024

  We apologize this ended up where it did.  I have attached a copy of the check we issued on 06-12-24, showing that the bank cashed the check from us on 06-19-24.  I am not sure who is telling him he still has a responsibility, but that is not accurate.  He has been made whole.  Thank you for bringing this to our attention.

  Customer response

  07/05/2024

  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.
  
  However let it be known to all that my down payment was refunded on May 20th. It took numerous calls, voicemails & trips wasted to the dealership where I was either turned away or told someone would follow up with no results before the check to the finance company was finally issued nearly a month later on June 12th. It also still took nearly a week later for the finance company to even receive it. I guess expedited shipping wasnt worth the extra few dollars to them. Hopefully every issue I faced was just a multitude of flukes which they can now use to improve their checks and balances system. I wouldnt hold my breath though. I personally will never purchase another vehicle from any dealership with the Auffenberg name attached to it. 
  
  Sincerely,
  ***************************

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 30th, 2024 my wife brought out 2014 Jeep Cherokee in to get the *** reprogrammed. *****, the service associate told her it would make more sense to do a diagnostic exam in addition to the reprogram because they could do both in the same amount of time. They just did the diagnostic and sent a service report. My wife then messaged them requesting the reprogram the transmission back to factory settings. Instead they choose to just reset the engine codes. I arrived to pick the vehicle up and asked why they didnt reset it, they told me it wouldnt help. I argued it wouldnt hurt to try. I have a mechanical engineering degree and was a an engineer in the Navy. There are multiple ways to troubleshoot and as a paying customer I hoped theyd take my request into consideration. There used car salesmen spoke with me about an offer on my car and I explained I was not in the mood to discuss it because I was disappointed in the service I received from their service department. He told me hed take care of it and credit the funds I already paid towards my new request. They completed the work and still tried to charge me $125 without applying the credit and stated it was a discounted rate. They said there hourly rate is $250 and even though it only took 25 mins to reprogram they could charge me the hourly rate because thats how long their books say it should take. I want my car back at the agreed upon $125 with a credit for the $112 I already paid.

  Business response

  07/13/2024

  Thank you for bringing this to our attention.  We strive to give everyone a 5-star experience and it disappoints us when we are unable to follow thru with that.  Unfortunately, this is one of those situations.  What we will not tolerate is our employees being harassed and abused by anyone.  This customer was obviously upset, and we tried to diffuse the situation and we were unable to.  We accepted a partial payment for the work performed that was authorized by the customer and asked the customer to leave.  The customer called the authorities and the authorities explained to him that he would need to leave the business and was not welcome back on the property for any reason.  We are disappointed that the situation escalated and resulted in him being asked not to return.  But we must have standards of behavior.  If you have any other questions or concerns, please do not hesitate to reach out.  Thank you for your time.

  Customer response

  07/15/2024

  Complaint: 21782170
  
  I am rejecting this response because:

  I was not harassing their employees. Yes, I was upset when they charged me a fee I did not authorize. Yes, I called the authorities when they told me I could not leave with my vehicle without paying the fee. Their employee lied and said I harassed and threatened them on the phone. They informed me that they record their calls so they should know for a fact that this was untrue. I do not understand why they continue to take this position when they were clearly in the wrong. Just own up to your mistake and move on.

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

  Business response

  07/15/2024

  We have nothing to add and will continue to ask ************** to find another place to do business with.  Thank you.

  Customer response

  07/17/2024

  Complaint: 21782170
  
  I am rejecting this response because:
  
  Ill happily do business elsewhere. Its unfortunate how your dealership treats people. I apologize for my side on how things turned out but this situation escalated from actions on both sides. Youre inability to admit that or take any responsibility exemplifies the immature and unprofessional nature of your business. Its reflected down to the core of your employees. I wont be the only business you lose if you continue to treat customers in this manner. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2023 Jeep Wrangler 4xe in Feb 2023. In October of 2023 I took it to ******** Chrysler in ******** for a standard oil change and tire rotation. Upon receiving my vehicle back it had what is known as the death wobble meaning the steering stabilizer was damaged/bad and a loud grinding noise in the front left tire. ******** Chrysler took the car back the same month and claimed they fixed it. They did not. I took the jeep back to Auffenberg in the beginning of December of 2023 to have these issues addressed. That was the earliest it could go in. Instead of addressing the issues the found a leak in the rear left axle. They had the jeep for 3 weeks. Gave it back to me with the original issues fixed. The jeep was unsafe to drive but when i told them I was having the same issues they wanted video proof. Which I provided. They had me drop my Jeep off Jan 23rd of 2024. They still have it as of today April 10th 2024. No updates except we dont know when well have the part but this jeep is not safe to drive. No loaner provided either. They were only allowing for $40/day electric vehicle from hertz. Where I live the closest **************** is 35 mins away. My jeep charges from a normal outlet and the loan r requires a special plug. Im a real estate agent. All I do is drive. They did not offer me an alternative loaner. I have been paying $622 a month along with $140 a month in insurance for a car I dont have. All I keep getting is the part is on order. My car has been sitting there not driven or charged for 3 months. I do not want this car back. The service manager has said I wouldnt let my wife drive this jeep like this. I want a replacement vehicle preferably not a jeep or any car from Auffenberg. By April 24th I will have paid over $3,000 on a car I dont have. **** and ****** are the two service people at the dealership is ******.

  Business response

  04/30/2024

  MS ************************ appears your vehicle was repaired and returned to you on 4/17/24. if you are still experiencing issues, please contact the dealership to make an appointment so we may look into it further. If not we appreciate your patience in getting your vehicle repaired.

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Jan 3rd 2023, I went to Auffenberg Chrysler, Jeep dealership in shiloh, IL. My car was on its last leg.( I am a widow, and a single mother, currently do not work. I receive social security). They told me that since I still owed on the car I had at the time , that I would have to leave a car because of the inequity of still owing on that vehicle. They said all they could give me was a brand new 2023 a Grand Jeep Charokee larado. They said they would pay my old car off. Which I still had $7,000 to pay on it. And I would have to pay the amount in which I still owed and the payment for the lease of the Jeep. This went through central bank in st.louis. My car payment went up to about $800 a month. I asked for lower payments and they said that was all they could do. Being in a bind and needing a car, plus very tired at that point ( They kept me in the dealership from 10 AM To about 8 PM with my 10 yr old son). Thinking I had no other options. Signed the paper work. The next day less than 24 hours, I went back to the dealership to try and return the vehicle . I was told that there was nothing I could do about it, that is was a contract that I could not get out of. At that point I did not know that I had 3 business days to back out of the lease. I found this out about two months ago. I filed a complaint with auffenburg and had not heard anything back. They also only gave me 10,000 miles a year, for the next 2yrs. I informed him that I drive a lot and that would not be enough. He the salesman "*****" told me that 10,000 miles should be enough. Well, here we are in July and I am already at 10, 508 miles. I will go over the limit and then will have to pay 23 cents per mile after that. I tried speaking with the sales manager and he blew me off. I am very disgusted and feel like I have been taken a Avantaged of because I am a single women and no one came with me besides my 10 yr old son. I want to return the car, get out of the contract with out it affecting my credit. I tried to return it the next morning and they told me that I could not..

  Business response

  07/27/2023

  We would like to thank Ms. ****** for her business and apologize for any inconvenience she's experienced. If she would like to discuss early termination of her lease or trade in options, please have her reach out to our sales department.

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2022 Jeep Rubicon 4xE which indicates it has a limited 2 year MOPAR warranty on my windshield made with corning gorilla glass. The windshield suffered a minor pebble strike which chipped the windshield and then a crack started. The warranty indicates initial coverage from the size of a quarter which could be viewed at the impact area. The Warranty instructs owner to bring the vehicle into dealer for inspection and photos. I called Auffenberg and they said come on over we will take care of it no appointment necessary. Upon responding to Auffenberg I was told to turn the matter over to my insurance. When I explained this was a warranty Item for the first two years of ownership of the vehicle Marcus Costa advised that the damage would not be covered. This is only one of multiple problems I have had at this dealership... I am a veteran an was not given my extra set of keys until the dealership straitened out a code that they should have gotten from Jeep HQ for a veterans rebate. I was told I had to pay the taxes on a lease because I live in Missouri which was wrong and I'm glad I got resolved. I hope someone with customer service in mind resolves the windshield problem and takes care of the customer.

  Business response

  07/13/2023

  Mr. ********* visited with a cracked windshield. The service advisor consulted with the service manager, who informed the advisor that Jeep does not provide warranty coverage for road hazard-related windshield damage. Mr. ********* expressed dissatisfaction and requested to speak with someone else. The advisor requested assistance from the sales manager.

  Mr. ********* mentioned previous issues with the vehicle and was particularly concerned about the possibility of coverage for the windshield crack. The sales manager apologized for any past issues and the misinformation regarding coverage. It was explained that Jeep's warranty does not cover road hazards, which are considered part of personal driving habits. Mr. ********* claimed to have evidence of windshield coverage, but it was clarified that such coverage is limited to defects and does not include external damage. Despite this, Mr. ********* insisted on further action. The sales manager offered to have the advisor submit a claim, with the understanding that if it was denied, the responsibility would rest with Mr. *********. It was explained that adherence to manufacturer guidelines is paramount. Mr. ********* returned to the advisor, who proceeded to submit the claim.

  Customer response

  08/04/2023

  The Dealership apparently did not read the warranty because it does in fact cover road hazards such as pebble strike one time per vehicle in the first two years of ownership.  I have since taken the vehicle to a separate dealership.  The Dealership knew of the warrantee and replaced the window free of cost.  If the Service Manager would have read what is covered he would have known this. 

  Customer response

  08/06/2023

  Just FYI.... I have attached a copy of the warrantee which differs from what was stated by the Dealerships response.  I feel as if the service manager should have handled the problem and known what was covered.

  Mopar Windshield Made with Corning Gorilla Glass has a 2-year limited (from date of install), unlimited-mile warranty, which provides for labor and parts needed to repair or replace your windshield under certain conditions.
  Mopar warrants your windshield from damage associated with road debris such as pebbles or other small objects which may cause initial damage larger than a US quarter (1 inch/25mm) and less than 3 inches/7.6 cm. Larger instances or smaller blemishes, along with the subsequent cracking that may be caused by not repairing them, are not covered by this warranty.
  Dealer requires proof of purchase and windshield will only be repaired or replaced under the warranty once within the warrantable period.

  This warrantee did cover the damage and was this was not only for defects only as the dealership previously stated.  Again, the warrantee was honored at a separate dealership and covered the damage was covered free of cost.

• Initial Complaint

  04/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My transmission went out in Dec. 2022. I wa* told my warranty would pay for it and the dealership will pay for the rental from Jan. - Mar. 2023. I turned the rental in and now responsible for a $2000.00 bill. Now that the rental i* back I have to pay for thi* bill and can't get my Jeep until the bill i* play. ***** billed the car dealership and told me once they do thi* there i* nothing they can do about it. I would like to get my Jeep back and the fee to be waived.

  Business response

  04/20/2023

  Ms. ****’* vehicle needed a new transmission, but the part* were on backorder. She was offered a rental vehicle but informed that Auffenberg would only pay for 2 weeks. We reached out to the extended warranty company which agreed to cover an additional 5 days. Ms. **** was informed when her paid time expired that should she continue to drive the rental, she would be responsible for the charges upon return. The parts to replace her transmission are in and the repair will be covered by the extended warranty she purchased. However, in order to retrieve her vehicle, she would need to settle the balance due.

• Initial Complaint

  03/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I paid for a car wash in February, and made inquiry about the ongoing service. I did not intend to sign up for the service, but they did so anyway. When my husband called them and explained that I did not intend to sign up for the service, they refused to refund the charge of $14.99 in March. English is not my first language. It appears as though they took advantage of me in signing me up without my permission.

  Business response

  03/28/2023

  The customer has been issued a refund.

  Customer response

  03/28/2023

  My husband tells me that he received a call from the manager at Auffenberg this morning who offered to send a check for the amount of the unauthorized charge of $14.99 on March 21 of this year. When the check is received I will accept the response from the business.

  Customer response

  04/01/2023

  Better Business Bureau:
  
  A check was received in today's mail from the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *********

• Initial Complaint

  01/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a brand new truck from the dealership has had transmission problems since the day I bought it all I asked was for my money backed in which they declined. I run a farm/ equipment business in need of this truck very badly and it’s at there shop and I have nothing to use to pull my trailers with. All I want is my money back. They drive my truck back and fourth putting miles on it I’ve put 15 miles on it since new. Please help me!

  Business response

  01/13/2023

  We would like to thank Mr. **** for his business and apologize for any inconvenience he's experienced. We have been in constant contact with him regarding this issue since we were made aware. We have provided him an alternate truck to use while his is in the shop. We also called several dealerships closer to his house to see if they could repair the vehicle quicker, but that was not possible. His vehicle has been repaired and we will deliver it to him today, January 13, 2023. Encourage him to reach out if he has additional questions.

  Customer response

  01/13/2023

  Complaint: ********
  
  I am rejecting this response because:
  I want my money back for the truck in full. My truck had 180 miles roughly on it when it was first dropped off to me it now has 581 miles. I don’t agree with that what so ever. I’ve put 15 of those miles on it. And was also out of a truck for a week that didn’t have a gooseneck hitch for pulling my trailers so I had to hire it done!
  
  
  Sincerely,
  
  ***** ****

  Business response

  01/18/2023

  Mr. ****'s frustration is understandable. The mileage placed on the vehicle is due to us transporting the truck back and forth from him to our location. We attempted to have the issue resolved at another dealership closer to him, but the wait time was not acceptable. Each time we ferried his truck back and forth it was returned to him full of fuel at no charge. We provided him a truck to pull his trailers in the interim and he stated that this was sufficient. At this time we have fulfilled our obligations. Any further questions or concerns about his vehicle should be directed to *** ******** **** ** *************

• Initial Complaint

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They had my car for 17 days. The could not find anything wrong with it. They sent the brain of my car to a place to get it checked out. They charged me $549 and they did nothing to my car. I took it to another mechanic to find out that it was the brain. They said they charged me labor. They didn't do anything to my car.

  Business response

  01/04/2023

  We performed advanced diagnostics on the vehicle including sending the powertrain control module offsite to be evaluated. It was determined to be operating within standards. We diagnosed the vehicle with a faulty oxygen sensor. Once replaced, no warning lights nor fault codes were present. We cannot attest to work performed at other locations. Please let me know if you have any further questions.
  *** *****
  Service Manager

*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. ↩