Complaints

• Initial Complaint

  04/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i went to 495 jeep for repairs on my vehicle the first week of January. the specific repair i am writing about was a repair for a lower radiator hose. along with being spoken down to and mistreated by multiple staff members, they did the repair incorrectly. when they put on a new hose, they also used an incorrect clamp to tighten the hose to the water pump, and tightened it so tight that it has now damaged my water pump along with the hose. i took my jeep to another licensed dealer to look at the problem, as the original problem is occurring again and my jeep once again will not hold coolant. i was told due to the damage they caused i need a new water pump and a new- new lower radiator hose. i have contacted jeep corporate and they told me they contacted 495 jeep and they would not offer me a refund that i paid them for this repair. i would like a refund for this service so i can take it elsewhere and get it re fixed, considering i already paid to repair this issue. i am not even asking for the cost of the water pump they broke, i am asking for money i gave them to fix an issue that they did not repair correctly which led to another part breaking on my vehicle. i paid $546 out of pocket for this repair and expect a 100% refund for this.

  Business response

  04/30/2024

  We would like to address the customer complaint regarding coolant leaking from their vehicle. Our inspection revealed that the lower radiator hose was the source of the leak, as it had been rubbed through on the frame of the vehicle. We promptly replaced the lower radiator hose with a new one and installed 2 new clamps as necessary,resulting in a total repair cost of $259.29.
  
  Regarding the customer's concern about the water pump, the vehicle in question is a 2014 Jeep with approximately ****** miles on it. Given the mileage, it is not uncommon for a water pump replacement to be needed at this time. The repairs were carried out on 12/29/2023.
  
  If there are any further inquiries, please do not hesitate to reach out to our dealership.
  
  *******************
  495 Chrysler Jeep Dodge
  
  *************************
  General Manager
  495 Chrysler Jeep Dodge Ram
  ***********************
  Lowell MA 01852
  Direct Line ************
  Mobile ************
  

  Customer response

  04/30/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

   

  i do not accept this because the way that the new hose was installed it caused damage to another part and to the new part they installed. I had it looked at by another dealership mechanic because it wont hold coolant again and was told this. They said I now need to replace the new hose due to damage from being installed incorrectly and I needed to replace the water pump due to damage from the hose being installed incorrectly. I need a refund for the repair because they did not repair it correctly and it caused further damage and now need to re-repair the same part I paid them to fix. The only resolution I will accept is a refund for the repair they did not do correctly so I can get my vehicle fixed properly. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  05/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a used Dodge vehicle along with an extended bumper to bumper warranty that we paid $1,500 for. There was an issue with the headlights that kept burning out. We brought the vehicle to 495 Chrysler Jeep Dodge Ram in ****** and paid a diagnostic fee to determine the issue. We were told that it was an issue with the wiring harness and the parts would need to be ordered in order to fix it. Unfortunately, this was around the time of COVID and the parts were on backorder. We were not able to drive the vehicle at night which effected our commute to work and social life. THE SERVICE DEPARTMENT IS NON EXISTENT, and you are unable to get a hold of anyone. After a few months of getting the run around and leaving multiple voicemails with not 1 call back, I decided to call parts. We were told that the technician that was working on our car never put in the diagnostic code so the part was never ordered.He assured me that he would get to the bottom of it, which never happened because apparently everyone that was helping ** on round #2, ALSO got fired. They have had our vehicle for 9 days and the repairs still have not been done. We were told by ********************* today that the insurance denied the claim. We decided to call the insurance company because we were confused, the warranty states it would be covered and we wanted to know why they denied the repair. We were blown away when we were made aware that 495 Chrysler Jeep and Dodge denied the voltage test which is needed in order to cover the repair. The inspector said they refused to work with them, noted "that we are going off the customers word". This has been an ongoing issue and we have been bounced from one fired employee to the next and now they are refusing to work with the insurance company. I am not sure where to go from here because the dealership is refusing to run the voltage test and the insurance wont cover the repair without that test.

  Business response

  05/06/2023

  We apologize for the inconvenience caused due to the delay in resolving the issue with your vehicle. We take customer satisfaction seriously and are committed to providing a positive experience. Our dealership is dedicated to providing our customers with the best service possible. We understand the frustration you have experienced in trying to get your vehicle repaired. We have reviewed the situation and have taken steps to ensure this does not happen again. We have contacted the insurance company to resolve the issue and are working to get your vehicle repaired as soon as possible. We appreciate your patience and understanding while we work to resolve this issue.

  Customer response

  05/08/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  Hello,

  I have rejected this response because they are not being honest.  I called the insurance company this morning to see if 495 had reached out to them and they confirmed that the dealership has not reached out to them since 5/3.  In August of 2022, we paid the dealership money to run the diagnostics for an ongoing headlight issue.  The test determined the issue with the headlights was the wiring harness.  We have been strung along for months and have been bounced around with no resolution.  I received a call on Thursday from ***, wanting to hear my side and to see if we come to a resolution.  *** claimed the bulb and covers were missing when we dropped it off insinuating we did something with them which is absolutely ridiculous.  We have not been under the hood of the vehicle, nor would we even know how to remove them.  We informed *** if they are missing than they would have to be at the dealership when they serviced it back in August.  Today I spoke with ***, and he stated what he "thinks" is the problem was moisture in the headlights.  I don't understand how the original diagnoses was the wiring harness and now they are trying to give ** a potential fix, which *** wasn't even confident that would fix the issue.  The dealership expected ** to pay $1,350 per light and who knows if that will correct it.  I don't trust this dealership for many reasons.  We have been bounced around for months, they refused to work with the inspector by denying to run the voltage test and now the inaccurate BBB response.  Please don't believe that they are working with the insurance company to resolve the issue because that is not true.  When I spoke with the insurance company this morning they told me that I can bring it anywhere to be fixed and it doesn't have to be fixed at 495 Dodge.  I was relieved to hear that because I don't trust this establishment, they have been dishonest since the beginning.  I will have to bring it elsewhere so I can get the voltage test needed (that 495 refused to provide) in order for the insurance company to cover the repair.

  Regards,

  ****

   

   

  Business response

  05/08/2023

  We have discussed **************** issue with him on multiple occasions. He refuses to pay for new headlights for his vehicle to resolve the problem. The car was brought to 495 Chrysler Jeep Dodge with no functioning headlights, one completely missing, and one hanging out of the assembly. To properly diagnose the vehicle, new headlights with dust covers must be installed so that moisture does not enter the headlight assembly. His third-party warranty company, which he purchased from another dealership, does not cover bulb replacement. Additionally, ************ purchased all bulbs himself and had them installed by someone else, not 495 Chrysler Jeep Dodge. ************ has agreed to take his vehicle elsewhere for a second opinion.

  Customer response

  05/09/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  

  I have never dealt with a business so dishonest and difficult to work with.  I chose to take the vehicle elsewhere because they are refusing to run the voltage test which is needed in order for the insurance to cover the repair.  Please call the insurance company @************ and reference (if needed) 17 DODGE CHARGER 3.6 VIN. HH599466 .  They have all the documented information needed in order to support our complaint that 495 is not willing to work with them or **.  The original diagnosis from 495 Dodge was the wiring harness, which is covered under warranty.  Unfortunately, without the voltage test they will not cover the repair until they have that.  The dealership has left ** stuck between a rock and a hard place giving ** no other option but to bring it elsewhere so the voltage test can be run.  They have been dishonest from the beginning and are refusing to work with ** and the insurance company.  Please speak with the insurance company to confirm all information given in this complaint is the truth. 
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  04/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Saturday 8th of April 2023, I purchased a 2020 Mazda6 Touring sedan I examined the car thoroughly and took it for a test ride. It drove well and seemed to be in excellent condition. After the vehicle was delivered to my home on Tuesday April the 11th, I noticed the back window behind the drivers side seemed to have some tape left on the inside. On closer examination I saw it was actually the tint film on the window. It was the spot where a sticker had been when I purchased the car, and which had been removed from the inside of the car window. I immediately reached out to *********************** at the dealership to let him know about the problem, and he told me that all they could do was remove the tint film from the window. He said they couldnt fix it at the dealership because they dont have the facility. I suggested to ***** that I take the car to a local shop, have the tint film replaced, and send the invoice to the dealership. ***** spoke to his manager and he told me they werent willing to pay for the repair.Either the tint film was torn when someone removed the sticker from that window, or the sticker was hiding the tear in the film when it was on the lot, though I hate to think anyone would do such a sneaky thing. I purchased a vehicle with tinted windows and I believe I should be reimbursed by the seller for the cost of repair.

  Business response

  04/28/2023

  We apologize for the issue you experienced with the tint film on the back window of your 2020 Mazda6 Touring sedan. Customer satisfaction is of utmost importance to **, and we want to ensure that your experience with our dealership is a positive one. Therefore, we are willing to remove the rear tint at our facility free of charge. As a dealership, we are responsible for safety concerns rather than cosmetic concerns. If you would like the tint to be reapplied, it would be at the customer's cost.

*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. ↩