Complaints

• Initial Complaint

  12/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  11/11/24, I found out that the extended warranty that was put in service on our vehicle that we purchased from Courtesy CDJR was different than the one that **** ****** had sold me on 5/2/24. I called, texted, and emailed **** on 11/11/24. 11/26/24, **** and **** **** (FM) called me to discuss the issue. I showed the text messages that **** and I had had leading up to the sale. It shows that **** presented a price of the Mopar Max (***) Warranty of 7yr/125k miles for $3350. We agreed upon a price of $2100 for the SAME *** of 7yr/125k miles. **** confirmed on the phone as well as in the text messages that it was the *** of 7yr/125k miles for $2100. They both told me that they had no control over what I spoke about with the finance manager on the date of purchase. I explained that nobody told me that the warranty was changed. Nobody asked me if I wanted to take the low end ********** (**) Warranty. I did not agree to changing the warranty. They showed me a paper that says the ** and has my signature on it. I again explained that I never asked for the plan to be changed. We had agreed on the ***. I asked them to cancel the ** and reissue me the ***. They told me that their boss said no and that I can do it directly with Chrysler myself at my expense.5/2/24 I purchased a used vehicle with an extended warranty from Courtesy CDJR. Prior to the purchase, I negotiated with **** ******, who was a salesperson at the time. When I arrived at the dealership, **** was not present as he had been promoted . I dealt with another salesperson who facilitated the sale and a finance manager (NOT **** ****). I again confirmed that all of the terms of our agreement were in place. I was told that no terms had changed and the price and warranty were the same. At no point in time did anyone tell me that any terms of the deal had changed. I signed all the paperwork that was handed to me. Courtesy CDJR must stand behind their word and that of their salespersons.

  

  Business response

  12/14/2024

  Reach out to ******.  Resolved

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 30 2024: My Durango is towed to Courtesy Dodge after hours. I write down my issue on the envelope and put my key in drop box. I stated that my car won't start. I also stated that I think I have the original battery in the description. 07/31/24 Courtesy tells me it's my battery. I pay the $300 drive off their Lot. 08/01/24 I called Courtesy left a message stating my car is doing the same thing. I also texted this to them with no response or call back. 08/02/24 My car won't start again, it's the same issue as far as starting. Towed back to Courtesy Dodge. 08/06/24 I was informed that my problem was my fuel pump. 08/07/24 Courtesy texted me to say that my car was fixed and ready. I pick up the vehicle around 5:20pm and it has trouble starting in their parking lot while my $1,365.55 bill is still in hand that supposedly fixed this consistent problem. I got home which is roughly 3 miles from the shop. I turn my car off and try to turn on again and it WILL NOT START AGAIN. At 7:30pm today as I type this. My same truck with New Battery, Fuel Pump, $1600 later was towed back to Courtesy for the same problem. I cannot start my car again, which is the original problem. They have had my car for 6 days and made $1600 and I am sitting with the same problem. Furthermore this situation has had me out of work Since last week Tuesday which is a week without pay, and now a week without repair.

  

  Business response

  08/08/2024

  Response to Complaint ID ********
  Dear *****,
  Thank you for bringing this matter to our attention. We value every customer's feedback and strive to address concerns promptly and thoroughly.
  Regarding the complaint, here is a summary of the situation and our response:
  Initial Visit (July 31, 2024): The customers vehicle was towed to our facility after hours on July 30, 2024. The customer left a note indicating that the vehicle wouldnt start and that they suspected the battery might be original. On July 31, 2024, we inspected the vehicle and found that the battery had insufficient cranking amps. We replaced the battery with the customers approval. The vehicle was then picked up by the customer on the same day.
  Second Visit (August 2, 2024): The customer reported that the vehicle was experiencing the same starting issues. The vehicle was towed back to our facility on August 2, 2024. After further diagnostics, we identified a faulty fuel pump assembly, which was a different issue from the initial battery problem. Approval was obtained from the customers aftermarket contract company (American Auto Shield) to repair the fuel pump. We completed this repair and the vehicle was ready for pickup on August 7, 2024.
  Post-Repair Issues: The customer picked up the vehicle on August 7, 2024, around 5:20 PM. They later reported having trouble starting the vehicle in our parking lot. We did not receive this feedback on-site, which would have allowed us to address the issue immediately. The vehicle was towed back to our facility, and upon re-evaluation, we determined that the starter assembly also needed replacement. We have obtained the necessary approval from American Auto Shield and are in the process of replacing the engine starter assembly.
  We understand the frustration caused by this series of events. Our diagnostics indicated that the fuel pump failure was likely contributing to the battery and starter issues, which were not apparent during the initial inspection due to the limited time we had with the vehicle. We strive to provide prompt and effective repairs and regret any inconvenience caused.
  We appreciate the opportunity to resolve this matter and are committed to ensuring that the vehicle is thoroughly inspected and repaired to the customer's satisfaction. We will continue to update the customer and work diligently to address any remaining issues.  Please be aware that everything but the battery replacement was paid and approved by a third party warranty contract company.
  Thank you for your understanding and patience.
  Sincerely,
  *****************************
  Service *********************************** ***

• Initial Complaint

  09/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This incident happend at Twins Chrysler Dodge Ram ****************************************** *****. Phone ************. *************************** called to inquire about one of their vehicles and was told that it was still available by ******** one of the employees at the dealership. I told ****************** would be traveling from a different city with a friend to purchase the vehicle. I compensated my friend $50 for the ride. I also told ******** to email me all the information on the available vehicle so I can have it insured before I purchased it. I was able to get the inquired vehicle insured and informed ******** that I was on my way. ******** said no worries she will let the salesperson know.An hour into our drive I receive a text stating the vehicle had been SOLD! ******** informed me that I should still come because they have another vehicle just like the one I wanted.I explained to them that I already insured the vehicle we had been discussing. I expressed to her this was bad business practices along with bad communication. I felt this was a Bait and Switch. They assured me that they had plenty of comparable vehicles. I really do apologize. Rest assured that we do have dozens of comparable vehicles that you can choose from. This Dealership lured me with the false hopes of purchasing a vehicle they no longer had. I wasted the whole day communicating, driving, and spending money on transportation for a vehicle that was no longer available since the first phone call to the Dealership. ******** could have taken simple steps to make sure that vehicle was actually there. Instead she dropped the ball and I the customer had to pay the cost.

  

  Business response

  09/28/2023

  Hello,

  It appears that this complaint was filed with the wrong dealership.  The author of this complaint, *****************************, references the dealership "Twins Chrysler Dodge Ram" in *******, **.  Our dealership "Courtesy Chrysler Dodge Jeep Ram is in ************, ** and has no affiliation with the dealership in ******* ********.

  Thank you, 
  ***********************

• Initial Complaint

  11/07/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a 2008 Dodge Charger on October 3, 2022 and 5 days later the Check engine light came on. I took it to Auto zone to diagnose the issue. The codes that came up were the issues listed: Power Train System- Replace Fuel Injector, The Anti-Lock Breaking system- Replace Air Bag Clock Spring, Cylinder 1 Misfire, Faulty Anti-lock Break system. Shortly after that the cars lights started flickering, So I also had the Alternator tested at which I was told it was a bad alternator. I contacted the dealer on this matter and brought the car back to them to be repaired. I have the 3,000/3 month warranty. To which they checked the car and said nothing was wrong with it, but I can't even drive it off the lot with out it dying out all the time. So, I was told that they were going to leave it sitting on their lot for the next 6 months without repairing this issues. So, right now I am paying on a car that I cannot drive. The contract that I signed I was not in complete understanding with what I was signing and was supposed to be signing in front of my mom who is care taker of my finances. I ended up signing for coverage that I won't use. (A Tire-wheel-Dent coverage that they charged me $1,999.00 & Key Coverage for $1015.00) This coverage is not an extended coverage where parts are covered in case of a break down. This was also discussed with the dealer and they promised to rewrite the contract taking these items off and that has not been done yet. My vehicle has been siting there for days with no resolution and so has the existing contract that they are supposed to be updating. The dealer also did not provide the correct lean holder to the insurance company. So now the Lean holder with the bank has to be updated with proper information. Please help me get this resolved. I would like the repairs made and the contract rewritten removing the 2 additional items charged in the amount of $3014.00. If they won't rewrite the contract a refund of $3014.

  

  Business response

  11/10/2022

  The complaint has been completely resolved and the customer's car was repaired at no charge.

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