Complaints

• Initial Complaint

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Last year I had brought my Jeep Grand Cherokee Laredo into **** Chrysler dealership for a repair. My battery would not hold a charge. I was told the reason for this was the **** module needed to be replaced. I was not able to afford the repair until I brought the Jeep into the dealership on 9/10/24. The needed part was not available until the part was brought back from ****************** which meant an extended wait at the dealership. After about an hour, the needed part us installed and I was charged $500 dollars. Not until 9/13/24 did I start to use the Jeep. It would not start because it was malfunctioning just as it did before the alleged repair. I am a veteran on a fixed social security income, and I feel I have been defrauded. I was told by the dealership that the **** module was bad and if replaced the Jeep would operate normally. It does not operate normally, and it fails to start just as it did before the module was replaced. I am unable to operate the Jeep if I do not keep it on a battery charger when not in use. I am very upset about spending $507 dollars on a repair that I was told would fix my Jeep and it did not. This dealership should either refund in full the $507 dollars or fix my Jeep for no cost. I trusted this dealership when they told me what needed to be replaced so the Jeep would operate as it should. I have been misled and defrauded. Being on a fixed income I cannot afford to waste money only to see the problem not fixed as I was told it would be.

  Business response

  09/16/2024

  Thank you for reaching out to us regarding this issue. We diagnosed this issue in August of 2023 and the part was on national backorder at that time. Then when the part became available, the customer had to hold off on the repair. We did offer and honor an over $200 discount on the repair. It took the repair from $713.97 down to $507.10. The vehicle was brought back to us 13 months later in September of 2024. It is very possible that more damage had been done in that 13 months that we were waiting. With that being said, we do not believe is charging someone in this situation where the work done did not fix the vehicle. This is the first I have heard of this issue so I could have handled this immediately with a phone call but the $507.10 will be refunded to the customer. We will get a check cut today and sent out to the customer. I will call ************** to confirm his address to make sure we send the check to the correct place. ************** has made it clear that he is not satisfied with our service department in the past by the scores he has left on the surveys that Chrysler sends out so we believe it would be best to refund him the money and the Jeep can be worked on elsewhere moving forward.

  Thank you,

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

  General Manager

  York Chrysler

  Customer response

  09/16/2024

  Better Business Bureau:

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

  Regards,

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

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dropped my business van off for a recall 4/11 - apparently tech snapped bolts off and transmission now has hole in case. Van was driven in, no problems just wanted to do the recall to ensure good working condition. Waiting on transmission from Chrysler with no ETA. **** has given an ETA of Oct 2 but Chrysler has non and apparently **** closed out the recallNo one will communicate or work to find resolution- from service mgr to general mgr and attempted to contact owner no response. They did provide a loaner but I need my **** jobs are now taking longer and Im losing money. **** has caused my perfectly good van inoperable with no resolution- not even trying to find one Its already been sitting for 3 months with no end in sight

  Business response

  07/26/2024

  The van needs a transmission and that transmission is on backorder. We have loaned a van to the customer so he can continue to work. Thank you

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Jeep wrangler in December of 2021 and it has the bumper to bumper warranty and I have taken the Jeep in 5 times for the exact same thing and each time they say they have done things that they didnt. They once said they couldnt duplicate the problem but never even took it through a car wash to duplicate and then said it was the seals which did nothing and then said well its ok keeps leak sometimes and I said no its a 65 k vehicle I want it fixed. They then decided it was either the whole back Window or the back door because they arent connecting properly. After coming to get my car and they were suppose to bring it back by 5 but **** decided he forgot to get the car back to me even though I had reached out to him 2 times that day not counting the 3rd time ******************************************************************************* ************. I reached out to **** the manager in the store and got no resolution and the owner and got no response and they never repaired the vehicle even after all the times they took it

  Business response

  02/13/2023

  In response to ********************* complaint, I would like to say we have gone through the steps provided to us from Jeep. We see leaks in Jeep Wranglers on a consistent basis. Sometimes these repairs fix them and sometimes they don't. Most Wrangler buyers understand that a leak is going to happen at some point because it is a removeable top that is not all one piece. We have replaced all weather-strips and seals all around the back glass and swinging door. We have checked our work by running it through the same carwash she uses on a regular basis. There is a leak when using that carwash, however we could not get it to leak when we washed the vehicle in our detail shop by hand. Jeep provided us with documentation that says "at times side glass or door seals will allow water to enter the passenger compartment during high pressure washing or hard driving rain conditions. I have attached the Repair Orders that show what work we have performed and I also have attached the statement from the ************ Library stating that a Jeep Wrangler could possibly leak while going through high pressure washes. Please let me know if you need anything else from us.

   

  Thank you,

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

  Customer response

  02/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************

   

   

  So they said they hand washed it but when they said they did that it took it through a wash of their own the vehicle came back to me with all the same dirt on it.  I have video of it before and after and there want a change at all and I was told that none of the jeeps at the lot leak when they are taken through a wash.  Also they may leak after some time but not a year. The car is one year old there should be nothing leaking with a bumper to bumper warranty.  I was told the door or glass needed to be replaced the last time because it didnt meet up.  Has nothing to do with the top coming off that has never been off.  

*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. ↩