Complaints

• Initial Complaint

  09/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchase new $65,260.00 with the trade-in of a mint condition 2021 ************************ trade in valued at $28,000.00. Still had a balance due on the trade. 3 year ********* basic warranty and 5 year 60,000-mile powertrain. This car has 90 miles on it and was said to be new when I purchased it. This Jeep has had numerous issues since the purchase which also includes several recalls before and after purchase. Current issues include (1) emergency brakes engaging if the car is idling to long, (2) radio blacks out for no apparent reason causing all manner of lost controls, car switches gears without my initiation, while I am on the freeway at 60 mph which causes me to lose acceleration, pull over, stop, turn the car off and restart before it will reset. I have taken the car back to the dealership numerous times without satisfaction. They have replaced the radio several times with reconditioned radios without success. Now telling me I can buy a new one for $2000,00.  

  

  Business response

  09/17/2024

  Customer is here now and we are trading then out of it.

  Customer response

  09/26/2024

  Better Business Bureau:
  
  I thank the BBB for your very rapid response to my complaint. I actually went to  Bettenhausen Motors on 9.17.24.  I thought they were responding to my complaint as we were speaking on 9.17.24. I have been so distraught and had sent complaints to several different organizations including the Chamber of Commerce; Stallantis Financial Services Customer Care; The **********************************************; Auto Warranty Mediation Dispute Resolution; Jeep Wave & The Office of Attorney General, ***** ***** and of course The Better Business Bureau. I was so busy filing complaints that I had not noticed that the Better Business Bureau had contacted the Bettenhausen and responded to me as I was sitting at the Dealership.  I have been attempting to get Bettenhausen to make an even exchange for this new Jeep Grand Cherokee 4/e Trailhawk Hybrid for a *********************** (no electrical components) without success, for several months. They suddenly became overwhelmingly accommodating and couldnt seem to do enough to resolve all of my issues.  They never told me until I mentioned that I had contacted the above agencies that they had been contacted by the BBB.  In hindsight it appears they were actually responding to my BBB complaint.  Never the less hopefully my problems have been resolved.  Bettenhausen has traded me out of the 2022 Jeep Grand Cherokee 4/e Trailhawk into a 2024 ***********************.  Which is what I have been asking them to do for several months now.  Thanks again for your timely response.  You obviously WALK SOFTLY AND CARRY A BIG STICK. THANK YOU SO MUCH FROM A GREATFUL ******* N. ******.
   
  Sincerely,
  
  ******* *. Powell  

• Initial Complaint

  06/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 2, 2023 I did a buyback purchased a 2023 Dodge Hornet with a down payment of $16,261.27. On March 15, there was a software update with parts ordered and some updates to be installed at a later date.On April 16, parts arrived to be installed which was a wiring harness. Once the harness was installed. By April 29, the camera and odometer was malfunctioning. I took the vehicle back to the dealer. They provided me with a loaner on April 29, while they tried to resolve the issue. My vehicle was in their possession until June 27. First incident, *********************, stated that Tech advisor installed three camera and that they were not working properly. And at this point it is still not working.Second incident, odometer is consistently flashing while driving still inoperative.Third incident, Additionally while my car sat we experienced weather storm on May 7. Now the vehicle has hail damage.

  

  Business response

  07/30/2024

  I apologize for the delay in fixing the car but Stellantis(manufacturer) is working on a fix for the issue--software update. AS far as the hail goes, yes we did  get hit with hail and the Hornet is completely fixed. I will have someone update ****************** tomorrow.

  Customer response

  08/01/2024

   
  Complaint: 21919154
  
  I am rejecting this response because: there were some hail damages missed that still need to be fixed. The top interior panel has not was not installed correctly. While awaiting for the software update the odometer is flashing and camera is still inoperative.
  
  Sincerely,
  
  ***********************************

  

  Business response

  08/02/2024

  ****************** was in yesterday and Talked with Service Manager. Had to order 2 trim panels for dents in them and still waiting on update from Stellantis. Our Service Manager will update her as soon as we hear back from corporate.

  Customer response

  08/07/2024

   
  Complaint: 21919154
  
  I am rejecting this response because: there is no ETA on software updates or parts. The camera is inoperative which puts me in jeopardy and danger. The alert warning signal works sometimes this is also malfunctioning. I have reached out to Stellantis (Dodge Corporate) to try to get this issue resolved. 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/19/24 I opened a case with Stellantis to have my delaminating radio screen replaced. 2/20/24 My vehicle was dropped, at Bettenhausen Automotive to have the radio screen examined/diagnosed. 2/24/24. Vehicle picked up. Noted in Section #2 on the attached repair notes is the following statement . Verified concern diagnosed and confirmed the radio screen is internally delaminating/coming apart NO PHYSICAL DAMAGE PRESENT. Upon receiving my vehicle the radio screen now was unfunctional, w/ at least 3 new vertical lines/cracks. Dealership advised that it was pulled out to get a part # and I was getting a new radio so nothing to worry about.2/25/24-Stellantis (Case # ******-03) contacted the dealership and approved replacement based on repair notes.On 3/21, 11:00 am, vehicle dropped at Bettenhausen for replacement as approved by Stellantis. Late in the day I was told that they needed to re-contact ********** because the radio had damage that went unseen by the techs and they needed another approval for acceptance.3/22- I called back to speak with the sales associate and he informed me that if I wanted my vehicle, I could pay $350 to have the screen sent out for repair and then the core sent to **********. Or I could have the original unfunctional/defective radio put back in. During the lengthy/contentious conversation the sales associate, referenced a review I previously left, which made me uncomfortable, I felt retaliated against and was very concerned. 3/25/24 I received a call from the sales associate, telling me that I would have to pay $725.66 to have the radio sent out for repair because he quoted me the incorrect price and that the radio was already installed. 3/25,/24 I paid the invoice/picked up my vehicle and requested pictures showing the damage. On 3/27 I received via text 2 pictures of visible damage and cracks in the upper right corner, not there before my initial appointment. 4/1 4/8/24 - not one message or phone call was returned.

  

  Business response

  06/12/2024

  Unfortunately the damage was covered up by the bezel surrounding the radio screen. Once we removed the bezel we noticed the damage and called the corporation who denied the claim, not us. This was all out of warranty and being done as goodwill for the customer. Hope this helps.

  Customer response

  06/12/2024

   
  Complaint: 21829498
  
  I am rejecting this response because: ********* was pulled out, as I was told by the sales associate ************, on the 1st service appointment to get a part number. If there were damages they should/would have been seen at that point in time. When the radio was put back in it was completely not functioning, with screen damages that were not initially present, when my vehicle was returned to me. The service notes clearly state there was "NO PHYSICAL DAMAGE", so I proceeded with the replacement. If I knew ahead of time I would have to incur the cost of over $700 I would have chosen to not have the radio replaced. Unfortunately, I wasn't given any options because my unit was further damaged by Bettenhausen technicians to the point it didn't perform any functions at all. Also, the damaged radio was installed and sent out before I even approved, paid for and picked up my vehicle. Again leaving me with no option but to pay $700+ to have my vehicle returned. Also, I have very clear pictures that show said damages extend beyond the bezel, and should/would have been seen by Bettenhausen techs before removal. My screen was further damaged and cracked by Bettenhausen technicians upon removal to replace the new unit. 

  I also never got a call back from the sales associate nor the parts department, (after a week of failed attempt calls and voice messages left) in regards to a promise of a reimbursement once the actual cost of the repair was determined. As I was given 2 different quoted repair costs in which I had to pay the higher price. Lastly, this service replacement was provided by Stellantis (the company that supplies ********** units) at minimal cost to me given the company provided Jeep with defective and delaminating screens, so a warranty had nothing to do with the case, so no your response does not help. The only acceptable response is a total and complete refund.

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

  

  Business response

  07/03/2024

  Hello sir.  Apologies for the delay.  This vehicle came in for a radio touch screen face that was delaminating.  Common issue with the vendor/manufacturer/product. All we do, as a repair facility, is remove the screen assembly, install the replacement supplied by the vendor and send the customer one back as a core for the vendor to repair/rebuild.  The issue is the vendor will not accept a core if it is damaged.  In this case, the screen itself had cracking in it so the vendor will not accept it as a core.  Our tech did not damage the unit. We literally do dozens of these a month.  Removal/installation is very smooth/easy.  There is a plastic cosmetic surround panel that covers the radio touch screen and center dash area.  That plastic panel simply pops off, the screws that hold the screen in place are removed, the wires are unplugged from behind and the screen comes out.  Very easy.  Unfortunately our team did not notice the crack during initial inspection because they were hidden under the plastic surround panel.  The damage was discovered when the panel came off to replace the radio touch screen.  The technicians know that if there is damage we are not able to send it back as a core so they alert the advisor right away and here we are.
   
  I hope that helps explain things.  It is an unfortunate circumstance, no doubt, but the Dealership (repair facility) has no fault here.
   
  Thank you for your time!

  Customer response

  07/07/2024

   
  Complaint: 21829498
  
  I am rejecting this response because: After my initial visit I was told by the technician that the radio was removed to get the serial number and part number so that the new part could be waiting once the repair was approved. How was the damage not seen then? Why was my radio screen not functioning at all when i was given my vehicle back to wait for approval? It was returned to me in a condition that was not present upon drop off.  I provided pictures that clearly detail there are cracks in the screen that extend beyond the plastic pop off panel that were not present upon my initial drop off, and can be clearly seen without removing said panel, AND my repair report clearly states there was no physical damage. The plastic pop off panel was indeed removed to get the part and serial number, I was told that by the tech and my report stated "no physical damage" because there was none!

   

  I was also told I would have to pay the entire price for just the crack repairs and would be reimbursed if the quote to repair came in lower. Why did i not receive any call backs in regards to my reimbursement? I was quoted 2 different prices in a matter of hours after I left a bad review. How do you explain that?
  
  Sincerely,
  
  *****************************

• Initial Complaint

  03/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2014 ************** Chrysler was towed to Bettenhausen in ****** Pk. on March 10,1924. At this time I cannot find out when it will get fixed. They never return a call, I always get in touch with them, only to hear the same story! They are busy don't know when they will look at it. This is warranty work, and I feel like I am being pushed aside. I need my van fixed. Have no idea what to do to get service. Registered a complaint with Chrysler corporate , no one got back to me. that case # is ******** talked to a ***. Called again this morning no one returned my call.

  

  Business response

  04/03/2024

  Vehicle was originally towed in on 3/11. Vehicle took 2 weeks to get into shop and to a transmission technician- (dispatched to technician on 3/25). Found Failure in transmission and submitted to MVP on 3/27 for approval. We received approval for repairs today (6 days after submission).Parts have been ordered today and currently 3 days out.
  
  Reviewing call logs now to determine customer contact. Based on notes in system, we informed customer of status, but likely due to customer having to contact us first as opposed to us calling them.
  
  
  

• Initial Complaint

  03/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a new Dodge Challenger SXT last year and have had nothing, but problems with it since. It has started hard since the 2 - 3rd week I had it. Many times when it seems like the car will not start at all. I have called several times and left messages but none have been returned. I took a day off work and brought in my car to be looked at and they said the battery was coding low and that could be why but they would NOT replace it, instead stating "we can keep replacing things and see if that fixes it , but we don't know the issue so we may not be able to fix it." They then advised they will replace the fuel pump and see what happens, not the battery, the fuel pump. They said they would order the part and call me when it came in. Well two months went by and no one called me. Then I finally tried to call them, got transferred several times, hung up on and when it did go through it went straight to voicemail. I did this over and over and left messages. Noone called me back. Finally I got through to someone and they said oh yeah the part came in a month ago- no one called you back? I waited all this time having hard starts on a brand new car in the winter worrying I may not get to work and the part was just sitting there? I tried to make a sooner appointment and they are all booked up. I have an appointment now for next week. Well, I went to start my car two days ago and the check engine light now went on Is this normal for a car with 2000 miles? It seems like this is a lemon and one issue after another is appearing. I feel very ripped off. The dealership is not helping and I have called many times. I have had nothing but negative experiences with this dealership since the sales process in which I basically sold myself my own car and was advised there was a $2000 bonus but then when I picked up the car it was suddenly only $1000 dollars. I only mention this because this is the type of treatment I have received here in every interaction.

  

  Business response

  04/02/2024

  Parts are on order and customer has appointment to repair

  Customer response

  04/03/2024

   
  Complaint: 21466133
  
  I am rejecting this response because: This does nothing to recitfy many of the issues described in my complaint which deal with the lack of customer assistance with this service issue and the fact that this car only has 2000 miles and has an engine light and "needs a new fuel pump."  The fuel pump replcaement did not stop the hard start so I wasted my time and money at this point bring this in- sonce I now had to take a day off work and then another full day was wasted driving 240 blocks total each trip- so 480 blocks to have the car still have issues.  I paid $40, 000 for a lemon.  They did nothing to address the engine light being on.  The fact that the part- fuel pump- came in and I was never called about it and drove the car with these issues could have further dmagaed it.  The fact noone ever answers when I am transferred to them over and over is bad customer service.  This has been my treatment since day 1.  I was baithed ans switched with a $2000 bonus off that Dodge had when I bought the car, and then the salesman said I could not combine two offers.  I took a day off work excited to pick my car up because the dealer contacted me, and I texted him about 20 mins before I was going to be there and I left work 4 hours early.  When I got there he had "gone to lunch" a few mins earlier and I wasted hours of time I nee dto retire.  He never showed me anything with working the car and I drove home with the heat stuk all the way on and the radio blaring.  I have never once had anyone actually call me and treat me like a customer after giving my $40, 000 to them.  And I am still driving a car that has 2000 miles with issues.  I got rid of my old car to not see lights on the dash.  Now this car has the engine light go on, it shakes at stoplights and hard starts 20% of the time.  The gut that worked on it said he could not figue out what was wrong and that he was going to just "throw things at it and see if that fixes it."  I bought a new car so it would have no issues. There is zero care here about customer experience at all.  I have spent plenty of sleepless nights knowing I waste dmy money here and ***** cares at all.
  
  Sincerely,
  
  *********************************

  

  Business response

  04/15/2024

  We wish it was that easy to replace your car but there is a process through the *********************** Please call ************** and we will do everything within our power to help out. We have addressed the communication issue hear at the Dealership which I apologize for.

  Customer response

  04/15/2024

   
  Complaint: 21466133
  
  I am rejecting this response because: I did contact ********* and they advised to contact the dealer.  Bettenhausen advises in the message here they have done everything to rectify my issue yet, I have a car that hard starts, I have recieved very little assistance with this and lost two day sof work taking this car in, and I have a road trip scheduled and thought I had a new reliable car which I am now fearful to go on and get stuck somewhere between here and ********* in a brand new car because it hard starts and had random check engine lights come on and off.  From the beginning of the process buying this car in which I recieved no help and was advised the car was $1000 less than what it turned out to be, to being ignored when my car issues started or sent to voice mail in the many many times I called during my brief lunch and did not get to have a break for the day or to opening th edrivers door into a wall chipping off pain and paint transferring the door with white paint that I had to presonally buff out, or to selling me the car originally with a huge scratch- 5 x 7 inches- and I had to once again come back to get that replaced.  Someone should have walked around the car with me and maybe helpe dme with how to use all the tech.  
  
  Sincerely,
  
  *********************************

  

  Business response

  04/25/2024

  If the customer wants to pursue Lemon Law they have to start with the Manufacturer. Again Bettenhausen will help out any way we can to make the customer happy.

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 24, 2024 I had my Dodge Durango towed to Bettenhausen for an assessment regarding some shifting issues I had at the time. Id already ran my on diagnostic testing on the vehicle because of check engine and ABS warning lights thatd came on at the time. My vehicle was supposedly checked out around February 6,2024 and I was told by a service advisor that the car wouldnt start and that I needed to buy a new battery for about $400. That was odd being that Id just replaced the battery with a brand new one in mid September 2023 and the vehicle had zero issues starting at all. I ended up purchasing a 2nd battery elsewhere and brought it in to be swapped out on February the 6th. After further inspection the dealership called me and stated that I needed a new ABS module and the repaired run about $970. I was told thats all Id need to get the truck to be operational again. I gave them them the ok to move forward with the repairs on February 8th. The advisor called on February 15th stating the repairs had been made and assured me Id be good to go after the last step of a quality control check. That never took place and today Monday 02-19-24 I decided to reach out to the service department to find out what the heck is going on , only to get a call back saying Oh I need another battery for the 2nd time in 2 weeks. This makes absolutely no sense. Ive been a customer for several years but this is ridiculous. Communication is poor, every time I speak with someone its a different story, and customer care is nonexistent. *** reached out to the dealerships head hunchos only to be receive empty reassurance from different people. I feel like Im being ignored and taken advantage of at this point. I just want the repairs done in the correct way.

  

  Business response

  02/20/2024

  **** is the advisor but ** involved with this customer now..
  
  Vehicle came in for not shifting and abs light on dash. Battery was dead and causing voltage issues in the vehicle and ABS module offline causing ABS light. Customer approved ABS module replacement but declined battery. Customer purchased a battery from Batteries Plus and has a warranty on it but their policy states they have to charge battery overnight before allowing it to be replaced.Customer brought us a replacement battery, but the new one is not holding a proper charge. We are pulling the new battery for the customer and bringing it to Batteries Plus for them to test it. Customer declined a mopar battery at employee cost.
  
  *********************
  *********************
  ************************************
  SERVICE MANAGER

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had my vehicle towed to Bettenhausen on 12/19/23 and did not get it back until 1/31/24. The issue was over a battery and some hoses needed to be replaced. Not only was my vehicle there for 7 weeks, the communication (or lack thereof), was HORRENDOUS. They would often go 5+ days at a time without updating me about the status of my vehicle. I started having to call every 2/3 days just to get any sort of update about what was going on with my vehicle.Adding to that, I FINALLY get my vehicle back on 1/31/24 and my driver's side door is catching on the front left paneling while making a loud banging sound whenever I open the door, along with chipping the paint. In addition, literally the next evening, my check engine light went on as I was driving home from work.I called them this morning asking to speak to a manager and was assured someone would call me back within "***** minutes." It has now been 4 hours and still no call back.I have been a loyal customer to ********************** for nearly 20 years and the customer service has been rapidly declining over the past few years. I hate to say this, but I wholeheartedly would NOT recommend purchasing a car here and certainly would avoid their service department. They clearly do not care at all about loyal/patient customers and are making a mockery of me and my vehicle's issues.

  

  Business response

  02/02/2024

  Customer is already in contact with our Service Director ***** to get this resolved. Appointment set.

  Customer response

  02/14/2024

   
  Complaint: 21238192
  
  I am rejecting this response because:
  Its not fully resolved, but they ordered the parts and are supposed to let me know when they arrive. 
  
  My car is still not fixed, but I will confirm once it is. 
  Sincerely,
  
  *****************************

  

  Business response

  02/26/2024

  From: ********************* <************************************>
  Sent: Monday, February 26, 2024 8:09 AM
  To: **** Bettenhausen <**********************************>; Service All <***************************************>
  Subject: RE: BBB Complaint
  
  Vehicle was diagnosed on appointment visit on 2/5. Parts were ordered for repairs and customer is scheduled for 3/11 for installation.
  
  *********************
  *********************
  ************************************
  SERVICE MANAGER
  
  BETTENHAUSEN Chrysler Dodge Jeep Ram       
  ****************************************************************
  Main # **********************
  Direct # ************
  BettenhausenAuto.com
  
  From: **** Bettenhausen <**********************************>
  Sent: Monday, February 26, 2024 8:07 AM
  To: Service All <***************************************>
  Subject: BBB Complaint
  
  Have we resolved  this issue?
  
  

  Customer response

  02/28/2024

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I CAME INTO BETTENHAUSEN ON 11/27 TO DROP MY VEHICLE OFF FOR AN OIL CHANGE AND TO REPAIR THE THERMOSTAT. I WAS TEXED AROUND 1OAM BY ***** SAYING I NEED MY WATER PUMP REPAIRED. ***** SENT OVER PICTURES IMMEDIATELY OF BAD PARTS WITH LEAKING ANTIFREEZE. AT **** I REPLIED AND STATED TO PROCEED. KEEPING IN MY I AM WORKING FROM HOME AND I AM A WOMAN SO I KNOW NOTHING ABOUT CARS. ***** STATED THIS WOULD BE $1042. ONCE I WAS DONE WITH A CALL, AROUND **** I TEXTED ******************* AND SAY, I NEED PICS THAT REFERENCE THIS IS MY VEHICLE IN SOME WAY. I HAVE NO IDEA IF THIS IS MY CAR BASED ON WHAT WAS SENT. HE TOLD ME THE REPAIR WAS DONE AND WHAT DID I WANT HIM TO DO AND THAT I SHOULD HAVE TOLD HIM BEFOREHAND TO SEND PICTURES. I SAID IT IS HIS RESPONSIBILITY AS THE BUSINESS TO MAKE SURE THE CUSTOMER IS PROVIDED THIS INFORMATION. FOR ALL I KNOW ***** IS SENDING THE SAME PICTURES OUT TO EVERYONE THAT COMES IN THERE TELLING THEM THEY NEED A WATER PUMP REPAIRED. I HAVE ALWAYS TAKEN MY VEHICLE TO THIS REPAIR SHOP ON TIME AND HAVE NEVER HEARD OF AN ISSUE OF A LEAKING WATER PUMP. THE PHOTOS HE SENT WERE BADLY DAMAGED AND ANTIFREEZE WAS ALL OVER UNDER A HOOD. ***** MADE ME FEEL IT WAS MY FAULT FOR NOT ASKING FOR PROOF. I WAS NEVER GIVEN A CALL TO DISCUSS ANYTHING. I FEEL I WAS TAKEN ADVANTAGE OF AND I FEEL I WAS SCAMMED. ***** PROCEEDED TO TELL ME OF HIS EXPERIENCE WITH CARS. BY ***** TELLING ME THE WORK WAS ALREADY DONE, I FEEL I WAS FORCED TO PAY FOR THESE REPAIRS WITH NO IDEA OF KNOWING IF THEY WERE EVEN NEEDED. I AM NOW OUT OF AN ADDTIONAL $600 AFTER COMING IN. I FEEL I MADE THIS PAYMENT TO BETTENHAUSEN IN DISTRESS, DUE TO THIS TECH TELLING ME THE REPAIRS WERE DONE. I AM SEEKING RECOURSE.

  

  Business response

  12/29/2023

  Please see attached explanations from my service team.

  Customer response

  01/11/2024

  Complaint: 21002433
  
  I am rejecting this response because: I am declining the response. When the technician sent me a TEXT message, I didnt even receive the respect or courtesy of a phone call to explain anything while I was working. Shortly after I texted the person back because I thought wow thats an expensive repair and all this person sent me was a picture of bad parts, what if this is a scam. I have no way of knowing if the parts I received on a text came from my car. When the person replied, they told me it was too late because my vehicle was already done. I said wow ok. How do I know this is my vehicle? The person responding became defensive and began defending his skill and experience. I explained to the person I am not disputing anyones expertise. My problem is I have no way of knowing this was my vehicle requiring this repair and how I could be getting scammed. He was not happy with my reply. Not one time did I say I declined payment. In my complaint I stated I felt I was forced to pay in distress. And I am asking for a resolve. I explained it is the responsibility of the dealer or service provider to provide concise details to a customer. He told me it was my fault. Later my vehicle sit for a week waiting for a shuttle pickup. Poor customer service and I am requesting a resolve to this unfortunate issue at the dealer. 
  
  Sincerely,
  
  ****************************;    

  

  Business response

  01/22/2024

  If the customer would like to stop by we can show them the new parts on their car. Employees would lose their job if they ever tried to scam a customer, NOT the way we operate here.

  Customer response

  01/23/2024

   
  Complaint: 21002433
  
  I am rejecting this response because:
  No resolve is attached. This is a partial restatement of the incident 

   

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

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 19, 2023, I purchased a 2023 Dodge Hornet GT Plus from Bettenhausen Dodge Jeep Ram *************************************************************************************** with a Trade in vehicle paid off value of ********* customer number ******. On May 24, I contacted the service ***** explaining that I was experiencing issues with the start stop system. They directed me to bring the vehicle in to be service. After looking into the issue, the parts had to be ordered. The part had arrived by June 3 and I returned to service for the part to be replaced. Three days later the vehicle was still having the same issue. I was then again asked to bring the vehicle in because they were going to replace other parts. On June 13, I returned to service and they replaced more parts. They installed the parts (receipt attached). On June 21, 2023, the system was still malfunctioning with a new part. The service ***** had reached out to the engineering ***** to try and resolve this issue and has not currently. Also, the driver door panel has been damaged with a sharp object slit which now has to be replaced. My last initial phone conversation with the service ***** was July 14. To date my vehicle has been in dealership possession for over a month without a resolution. In order to be covered by the ******** Lemon Law, a vehicle must: have a nonconformity that both substantially impairs the use, market value or safety of the vehicle and is not repairable by the dealer or manufacturer in at least three attempts for the same repair, or.

  

  Business response

  07/27/2023

  All parts have arrived and car is repaired. Customer has been notified.

  Customer response

  07/28/2023

   
  Complaint: 20376666
  
  I am rejecting this response because: I would like a total replacement of my vehicle. Simply because my car had to be serviced too many times in 2 months for the same issue.
  
  Sincerely,
  
  ***********************************

  

  Business response

  07/31/2023

  Has the customer been in contact with Stellantis customer relations yet? I will get with our Sales Management to see what is going on. Thanks

  Customer response

  07/31/2023

   
  Complaint: 20376666
  
  I am rejecting this response because: the issue is still not resolved. Yes, I have reached out to Corporate. 
  Sincerely,
  
  ***********************************

• Initial Complaint

  03/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A previous BBB complaint was filed with the following information: A service Bulletin was issued by **** re: front and rear cross-member corrosion. On the previous oil change and multi-point inspection (4/21/22), no recommendations or notes were made of any corrosion on these parts/pieces. The oil was changed and the car was serviced on 12/28/22. The service department wrote on the service ticket: "subframe has a large hole in it and is rotting out...please replace ASAP - safety issue!!!!" I believe the service department is either: 1. not performing the proper multi-point inspections during oil changes, and/or 2. not relaying the proper safety concerns to the car owner/service coordinator and/or 3. overlooking safety bulletins issued from the automobile manufacturer. Service bulletin states, "Any perforation/rust through of either suspension crossmember, regardless of hole size or area affected, will require crossmember replacement."After filing this complaint, Bettenhausen Dodge (**** Bettenhausen) replied, "The warrant extension expired in August of 2020. Even if the hole was starting to form on the previous 2 visits it would not have been covered. We will help out on the price if the customer choses to repair it."This complaint was resolved with the expectation that Bettenhausen Dodge and **** Bettenhausen would follow through with their statement and pay for the repair. A receipt was uploaded to the BBB site for $148 dollars (cost of repair) on 1/10/2023.After receiving no follow-up to an email sent on 1/31/23 regarding this, I reached out again to BD/********************* via email. **** said, "The offer was if we fixed it the correct way we would help out with price(discount), sorry for the confusion. I know you had it temporarily fixed but that will only last so long." There were no stipulations in BD/****'s original BBB reply. **** has now not responded to emails on 2/15 and 2/24.

  

  Business response

  03/10/2023

  Help out with price if we did the repairs properly, not another shop that did a temporary fix! And I did respond to his email as he has my response. 

  Customer response

  03/14/2023

   
  Complaint: 19577257
  
  I am rejecting this response because:

  this response is erroneous on both counts.

  1. Both an email to **** Bettenhausen from Feb. 15th and an email from Feb. 24th went unresponded to, both asking for assistance and a reply back.  

  2. In my previous complaint, **** stated the following: " "The warrant extension expired in August of 2020. Even if the hole was starting to form on the previous 2 visits it would not have been covered. We will help out on the price if the customer choses to repair it." 

  There is nothing ambiguous about this statement: "...We will help out on the price if the customer choses to repair it."  That statement led me to accept the business's response and close the complaint - in this resolution, **** Bettenhausen did not make any qualifications regarding his offer of assistance - this previous complaint was closed in good faith that ******************************* would follow through with his word, which was not the case.

   

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

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