Complaints

• Initial Complaint

  01/23/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The service department was dishonest and gave different quotes to repair my jeep without ever providing a written quote. We had our jeep towed to this dealership off the highway. The first quote was $2,300 to repair a water pump and radiator hose. They never would give me a written quote explaining what was wrong. I asked if there’s anyway to get a better price and was quoted $2,000 again with no written quote. I called another service shop and receive a written quote for $1,074. I sent this quote to Olathe Jeep service and received no response. So, my wife went to the service shop and asked to pay the diagnostic fee and have the Jeep towed to another service shop. ***** at Olathe Jeep told her he’ll repair it for $1,500 and my wife agreed. The next morning I received a text from **** quoting $1,795. I went to see **** in person to explain ***** already gave us a quote for $1,500 but **** refused to honor this quote. During all the quotes from Olathe Jeep they would never give us a written quote on what the exact issue was. This was extremely dishonest. I ended up towing my jeep to another service shop. Also, I called daily to talk with someone over the phone and my calls were NEVER returned. They kept my jeep for 6 days without ever calling me back. They would only text once a day which is why we went there in person. I paid $226 for a diagnostic analysis and $155 for an extra tow. Finally, on their web site they say they will match any price. When I brought this up, **** said the parts were not the same on the other service shop quote. This was a total fabrication as well.

  Business response

  01/31/2025

  Please note that our service manager and assistant service manager have spoken to the advisors about this complaint.  The dealership does not have a price match policy in place for any repair or maintenance item other than specific tire brands.  We do not install aftermarket parts, therefore the price this customer received from Firestone would not be apples to apples for comparison.  We did attempt to meet in the middle and offer a concession on our original quote.
  
  We have documented conversations with the customers with pricing and other questions/responses.  We invite the customers to call or stop by to speak with our service manager or assistant service manager to further discuss this visit.
  
  Thank you

• Initial Complaint

  12/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 16th 2024, my truck was towed into the dealership because it would not start. After $175.00. diagnostic fees the tech found that the right front hub thinks the key is still in the vehicle causing the vehicle to stay on. On july 18th I gave them the ok to do a $1221.13 repair as advised. On August 9th of 2024 my truck was towed back into the dealership for the same issue. **** ******* (advisor) stated that they needed to do more diagnosing of the vehicle and that it would be an extra charge. The diagnosing fee came out to $824.73 and said that there was water in my gas tank and the fuel pump should be replaced. I declined the repairs because it was 3-4k repair and i did not think this would fix my issue. Upon arriving to pick my truck up I was told that the truck started everytime and that they were diagnosing the truck for a check engine light and rough idle. Prior to taking the truck in i did not have any check engine light or rough idling. On November 20th of 2024 I brought the truck back into the dealership. Ultimately they stated they could not figure out what was wrong with the truck. I then decided to take the truck to a different mechanic. This mechanic removed the starter from the truck and tested it resulting in a bad starter. Which should probably have been the first thing that was tested after bringing the truck in for a starting issue. The second time the truck was at the shop the advisor (luke) had stated the starter was good. After going to the service department manager he had stated that they dont have the abillity to test starters. Which i find hard to belive a high end service department does not know how to test a starter. Meanwhile all this time they did not have a loner car for me so i ended up with $1559 in rental car fees on top of $2107.23 for repairs that did not fix my vehicle. This is unacceptable and the dealership should be liable for poor diagnostic.

  Business response

  01/07/2025

  We apologize for the delay in responding.  We were closed for 2 holidays and a snow storm.
  
  Please note the repair history is not under the individual name.  It is under a business name.
  
  The customer was in the dealership for other visits over the course of several months.  These visits included general maintenance, such as oil change and tire rotation.
  
  In July, the vehicle was here for a no start concern.  The batteries were dead .
  In August, the vehicle was here due to a clicking noise concern which we were not able to duplicate.  Our technician did note that the check engine light was coming on.  The customer authorized us to drop the fuel tank to verify fuel contamination.  The customer declined those repairs.
  
  In October, the vehicle was here for an oil change and tire rotation.  No other concerns were noted at that time.
  
  In December, the customer stated OReilly indicated the starter was bad.  We had the vehicle here for several days to diagnose.  We were unable to duplicate the concerns.  We do not bench test starters. 
  
  We are willing to install a starter for the customer at a discounted price.  We invite the customer to reach back out to our service manager or assistant service manager to discuss this further.
  
  Thank you

  Customer response

  01/08/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  In July the truck was in for a starting issue. The truck was jump started before it was towed into the dealership. The battery was 2 months old.  

  In August the truck was in for a starting issue. I authorized further diagnostic and it was not communicated that i was paying $800 to verify fuel contamination.

  In November the truck was in for a starting issue. If you guys don't have the capability to test a starter, which is ridiculous to me then why was i not at least advised to have the starter tested after the third time bringing it in for a starting issue? 

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

  Business response

  01/14/2025

  Our service manager has responded as noted below.
  
  In July, this truck was in for a no start concern with a new battery had been installed elsewhere at 132275 miles.  The truck would start with a jump start (jump starting would not lead anyone to suspect a bad starter since it starts right up with a jump box).  We traced a parasitic draw back to a radio frequency hub not powering down causing the battery to drain.  This is most likely what killed the previous battery.  We couldn't confirm that because the battery had been replaced elsewhere. 
  
  In August, the truck came in for an issue starting at 134604 miles.  We were not able to duplicate the "no start" complaint.  We pulled codes to see if there was anything being stored in the computer and noted codes for misfires on cylinders 3,5, and 7.  A failing starter would not cause misfires on 3 cylinders.  The customer approved additional diagnostic and was given a fuel sample to support the diagnostic and an estimate to correct  the issue.   The customer declined all recommendations and we put the truck back together.  The repairs were declined by Dirk, not the person bringing in the vehicle.  Please note that this is a business vehicle.
  
  In October, he came back in to the dealership with approximately 6000 more miles.  This visit was for an oil change and tire rotation.  There was no mention of any starting issues or any other complaints. 
  
  In December, he came in again with approximately 2400 more miles (currently at 142490 miles on company truck) for us to diagnose a no start concern.   It was here for 6 days without a failure.  The truck started for us every day, multiple times per day.  Since we never duplicated the customers concern, we didn't charge any diagnostic fee.  We had no stored codes and no signs or proof of a failure.  
  
  Later in December he DROVE the vehicle back to the dealership and told us he pulled the starter off and had it tested at a parts store.  He noted that they recommended a starter.   He tried to get us to give him a free starter replacement.  I told him that I would be happy to quote him a starter replacement.  I also agreed to give him a discount.  Since he drove the truck in and the truck was starting normally, we couldn't confirm that a starter was needed.  He agreed to have us do that, we presented a quote at his request.   He again sent the info to someone else for approval and replacement was declined.   
  
  The repairs we have recommended have been declined by him or someone else at the company.  We believe repairs are being done elsewhere. 
  
  We have never had it not start for us except when the battery was being drained.  It would not be prudent for us to to recommend a starter replacement if we have never had any signs that the starter is failing or been able to duplicate the customer's complaint.  It is not standard practice here or at most other dealerships to charge a customer to remove a starter without confirmed failure, just to send it to a parts store to see if they think the starter is intermittently failing.
  
  Again, we invite the owner of the vehicle to contact the dealership, ask for our service manager or assistant service manager to discuss this further.
  
  Thank you

• Initial Complaint

  12/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/11/2024, I purchased 4 tires for my 21 Dodge Charger with another vendor. Upon the vendor's attempt to complete the work, they discovered my wheel lock key was not in the packaging in my glove box. I purchased my Charger at Olathe Dodge in 2022. It came with the locks & key. I kept the key in the packaging in my glove box since. Olathe Dodge is the only shop to work on my car since purchase. Therefore, if my key is not in my glove box, it was not returned after Olathe Dodge completed the last service. The vendor told me they could break the locks to complete the job. I agreed. I have 4 original nuts to put back on. The lock they attempted did its job, and could not be removed without a key. The outer housing did what it is supposed to do, break, and spin to prevent grip. I took my car from the vendor to Olathe Dodge. I asked for help removing the locks. Instead of making an effort to remove them, I was told the one the vendor attempted to remove would have to be extracted at a cost of $400-$500. I was told it would have to be drilled off and that I would have to make an appointment. When I mentioned my key was likely at Olathe Dodge, I was ignored. This was done by more than one employee. The first even brought out a technician who made the extraction diagnosis in less than 10 seconds. The second told me it would cost at least $200. The first told me I could wait around for 45min to see if they had a key. The second found a key in less than 5min. The second claimed he couldn't get the key on the lock because he didn't want to damage it. Fast forward. I ordered a key / lock replacement from the manufacturer for $91.71. It arrived 12/12/24. In less than 2min, in my garage, using a crescent wrench, the key, and a rubber mallet, I removed the lock with ease. Nothing was damaged. I am concerned by the either unethical, predatory behavior, or the ineptness, of the service department. I am seeking reimbursement for having to replace the lock, key, & my time wasted.

  Business response

  12/26/2024

  Please note, the vehicle was sold to this customer over 2 years ago.  While the dealership has no way of knowing when the wheel key went missing from the customer's vehicle, we would like to offer some assistance to the *** ********
  
  We ask that the customer reach back out to our service manager or assistant service manager to facilitate this assistance.
  
  Thank you

• Initial Complaint

  12/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I am reaching out because I find myself in a situation where I feel compelled to hire an attorney. I recently purchased a 2025 Ram 1500 from Olathe Dodge. Initially, everything went smoothly, and I was very excited about the purchase. However, things took a turn for the worse shortly thereafter. Less than a month after my purchase, my truck began experiencing issues. I took it to Olathe Dodge for service, as it was covered under warranty. Just a week ago, my truck wouldn’t start and displayed flashing lights on the dashboard. I contacted the service manager, ***** ***, to inquire if they would cover the tow to bring it back for service. He informed me that there was nothing he could do. After mentioning the negative reviews I had seen about the dealership, he stated that I had to cover the tow and the work performed on my vehicle, despite it being covered by the warranty. His manner was unprofessional, and he spoke to me in a disrespectful manner. Ultimately, I had to pay for the tow on my brand-new truck, although he couldn’t charge me for the warranty work. Upon recently retrieving my truck from service, I discovered that it had been ransacked. My Valentino cologne was stolen and you could clearly see someone went through and purposely caused damage. There were marks all over the front of my truck, including chipped paint. I have attempted to reach out to the service manager, but he has refused to take my calls. This situation is completely unacceptable, and someone needs to be held accountable. Thank you for your attention to this matter.

  Business response

  12/16/2024

  On or about the date of this complaint, the customer was provided with a response that the manufacturer, Stellantis, would be issuing a refund for the tow.  
  There is nothing else for the dealership to refund, as tow policies are set by the manufacturer.
  
  Thank you

• Initial Complaint

  01/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We are writing to express our extreme frustration and disappointment with service we have received regarding my 2008 Jeep Grand Cherokee. The ordeal we have endured over the past 6 months has been nothing short of a nightmare. In June 2023 we brought our Jeep in for service which is covered by a ***** ******* warranty. After approximately a week in the shop, we were informed the cost of repairs were over $9,000. We were then told a third-party inspection was required by ******* prior to proceeding with the repair. While we waited for the results of this inspection, communication from the department disappeared. After two personal visits to the service center and two changes in advisors, our case was taken over by the service department manager. In August we were told by the service manager that ******* was offering a buy out, which we accepted. We then proceeded to purchase a vehicle based on the buy out amount that would accommodate our wheelchair bound son. The nightmare truly began after agreeing to accept ********* offer. Our calls and personal visits to the service department were met with apathy, and we were constantly shuffled between individuals. To make matters worse, the service manager responsible for our case and offer had moved on, leaving the new service manager unaware of any prior agreements. By mid-December we were finally told the claim had never been submitted correctly. The service department had to restart the process with ******** We have now learned that ******* has approved the repair and will not be offering a buy out option. Despite the distress this situation has caused my family, the service department/dealership has failed to take any responsibility or provide any reasonable solutions. The lack of communication or resolution is unacceptable. The general manager has been unwilling to accept a meeting to discuss our issues. No one should have to endure such a prolonged and distressing experience when dealing with a service repair.

  Business response

  01/15/2024

  Our service manager, **** ****** has reached out to the manufacturer representative for any assistance Chrysler may be able to provide to the customer.
  We do not yet have a resolution.
  
  Thank you

• Initial Complaint

  10/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  - I was asked to place a deposit for a special ordered vehicle on 6/15 - I was told the vehicle would be here within 3 months and it never arrived -I asked for my deposit back due to the quoted time being passed and they refused

  Business response

  10/18/2023

  Good afternoon
  We do have a record of this client inquiring on a vehicle in May 2023.  However, I don't see any deposit.  Any information such as the date, amount and pay method (check, credit/debit) would be appreciated.
  
  Thank you

  Customer response

  10/18/2023

  
  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

  10/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I brought my truck in for serivce and they kept it and never worked on it for 3 months i was without a car i called multiple times to check the status i was never offered a loaner car they went through 3 managers that were supposed to be helping me and then when i finally went to the dealer to talk i demanded a loaner and they told me no at first then after 30mins they gave me one they broke my back window and said it was already broken they took my chiefs umbrella from the back seat i called and never got it back or replaced but this isn’t the first time they forgot to work on my truck or said a service was done that wasn’t done to it .

  Business response

  10/18/2023

  Good morning
  I do not have repair order under this person's individual name.  I will need either the full VIN of the vehicle or the name listed on the repair order for me to do any research.
  Thank you
  **** ********

  Customer response

  10/18/2023

  
  Complaint: ********
  
  I am rejecting this response because: they need more info to resolve this matter the truck is u see my wife’s name ******* ******* phone number ********** and after I filed this claim the service manager was able to reach out to me **** ***** had no problems finding my info about this situation . Would you like me to send the vin number also?

  
  Sincerely,
  
  **** *****

   

  Business response

  10/26/2023

  On 10/25/2023 our Service Manager, **** *****, reached an agreement with *** ****** that we will reimburse him a total of $1664.88. 

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Olathe Dodge Jeep and Ram ***** * ***** ******* ******* ** ***** I have a big problem with this company. I took my 2009 Dodge charger back in 10/2022 to have a fuel pump repaired and the cluster and for them to find out anything else that was wrong with the vehicle. They took my vehicle for a couple days and stated that it was repaired. Well once I picked my vehicle up as soon as I got the vehicle home the engine light was back on and the Cluster was not fixed it was broken. I immediately contact the dealership back, I had spoken with *******, ***** a manager and informed them that the problem was still there the car was not fixed. ***** and ******* refuse to assist me futher. I then informed that I needed to speak with someone over him and I wanted a refund, because I'm disabled and I paid to much money that I can't afford to still have my vechicle not fixed. I was then referred to **** ******** **** informed he would take care of the car and fix the cluster and see what else that ***** and ******* did not do to ensure the car was fixed. **** informed me he would provide me with a loner car while the repairs were done. **** call me on 12/06/22 to inform me my car was ready to pick up. He informed me the engine light was still on and that ******* and ***** had informed me of the problem with the engine light stating that its also due to a catalytic converter in which I knew nothing about. So I informed **** that they never told me anything about a catalytic converter so I was unaware and that this was part of the problem, those guys are not being honest nor completing the job in which has already been paid. **** then informed he would go and have it all fixed and get back with me once it was completed. I never heard back from ****, however I received a call from ******* on my voice mail Friday 02/03/23, He informed that all was fixed on my car and they have been personally driving my car home to make sure its fixed and to pick it up on Monday. I picked my car up on Monday 02/06/23 and when I did my car was smoking you can smell oil, and the engine light came right back on. I immediately contacted the dealershlp and could not get a hold of ****, ******* I sent text messages and voicemails and ***** as well but they continue to refuse to take my calls. I believe that my car sat for 2 months and none of the repairs that was supposed to be completed was not and **** ******* I beleive he quit and that is why I did not hear anything for 2 months. This has been going on since October/22 and I'm very very sick about this. I want my money back so I can get the work that they promissed to fix done correctly. I have lots of doctors appointments to go to and I don't feel safe in my car. Not to mention what did they do to my engine for it to be smoking, I've never had a problem with the engine, oil. I need help I feel helpless and taken advantage of and I'm sick and tired of people taking advantage of me. Please help me with this situation.

  Business response

  02/09/2023

  The customer returned to the dealership on 02/08/2023.  We noted a catalyst code in her car which is not related to any repair or diagnosis we performed previously. Our Fixed Operations Director, **** *******, explained that to her and her husband.  We made a game plan for her to drive her car for 1500 miles to make sure the code wouldn’t come back. They agreed.  They both have *** ********* personal cell phone to call him with any other problems.
  
  
  Thank you

• Initial Complaint

  07/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2021 jeep cherokee in June 2022. It had only 1 key fob. The independent dealer I bought it from gave me a second key fob that he had that had been for another car at one time. On 7/17 I took that fob to olathe dodge jeep. The service tech i spoke to said since the key went to different car it probably could not be programmed for my car. He pulled up key fobs on ****** and said most of these would work. He said he had referred lots of people to ****** to get these fobs and then they program them for much less ($65) then getting the fob from them. He showed me the fob he would get it were him. I got that fob from ******. I went back with the fob 7/20. That tech was not there. The tech that helped me checked me in and I went to wait in the waiting room. Later he came back and said it wouldn't or didn't work. He asked me if I wanted them to program their fob for $170. I said no. He went to get my car and when he came back they charged me $68.42 for programming the fob. I asked why if they can't program it I am paying for it. He said he told me at check in that it might not work and there would still be a charge. This is not correct. He did not tell me that. All he did was take my info (name, address etc.) I, of course, want my money back

  Business response

  07/21/2022

  We apologize for this misunderstanding.  In the spirit of customer service, we are issuing a full refund for the programming fee.  This was processed today.
  
  Thank you

• Initial Complaint

  03/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My 81 year old mother’s vehicle was taken to the serving department at Olathe Dodge the week before 2022 New Year’s Day. Her car is still in their service center. She lives in Kansas City, KS and I am in Washington DC. The service manager and service team are non responsive and irresponsible. They don’t update on the service matters regarding the auto. They’ve told me that they are getting specialists to service her car with no results. No updates at all. They don’t return phone calls and their phone system always drops calls. My mom doesn’t understand a lot of the problems. I asked that they return the auto as was originally (only turn signals did no work). I was told that they gave the original computer module to the tool provider and might not be able to recover it. I asked for a rental car for my mom to get to her doctors appointments and was told I would get a return call. A week went by without a return call. Are they scamming elders in their dealership? Customer care and service is a scam. Bad servicing. My mom’s car is more disabled than before it arrived to this dealership.

  Business response

  03/28/2022

  RE:  ****** ******

  Our service manager, ***** ****, has spoken to both ****** ****** and ******* ******.  We have ordered and received body control modules (BCM) 4 separate times.  The 4 we have received were faulty and have been returned to the vendor(s).  We are continuing to try and locate a functioning BCM.  ********** ********** has now agreed to provide a rental for a limited time.  The customer is scheduled to pick up the rental Tuesday, 03/29/22.
  
  The customer has been asked to reach out to ***** **** directly.
  Thank you

*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. ↩