Complaints

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a new 2024 Jeep Grand Cherokee on 8/21/24. Found issues with the vehicle prior to leaving the lot. The main issue was water that has been leaking into and standing in the floorboard, Secondly there were numerous paint chips and scrapes. Was told to bring the vehicle back in one week and they would take care of the issues. Jeep has been in the shop since with water leaking into the floorboard.

  Business response

  10/03/2024

  Mr. ***** brought his vehicle into the service **** on 8/28/24 for minor paint chip repairs
  and locate source of liquid found in passenger front floorboard area. Customer is being
  provided a 2024 Jeep Grand Cherokee as a courtesy vehicle while vehicle is being
  repaired.
  Vehicle has been diagnosed, leak concern has been identified and is currently being
  rectified, we had a part delayed that was originally ordered and have been in contact
  with the manufacturer to guide us through repairs that have turned out to be a clogged
  sunroof drain located passenger front A pillar area. 
  We have also been working with the manufacturer for trade assistance to trade the
  customer into a new vehicle however at this time those numbers have not made sense
  to the customer, and we will continue to work with the manufacturer on this for the
  customer as an option if they desire even after car is repaired and returned to customer.

  Customer response

  10/03/2024

   
  Complaint: 22357638
  
  I am rejecting this response because:
  

  The dealership has provided me and my wife with a loaner vehicle since we dropped it off for repairs on 8/28. We appreciate this as the repairs on this new vehicle has been 37 continuous days and counting. The lemon law in ** is 20 days out of service. After numerous attempts to complete the repair at the dealership, the repair now has been sublet out to a local body shop.  October 2nd the Service Manager contacted me and said that the body shop had located the leak. I asked if the paint corrections had been completed and she stated they would be taken care of next Wednesday. If completed, this will be a total of 43 days the vehicle has been continuously out of service. We have had the vehicle for only one week. This as we waited to bring the vehicle in for repairs on a date set by the dealership.

  During a meeting with the ** on 9/16 I told him I was there to see if there was anything that could be done here, at this level, to keep this from being advanced further. I asked if there was a possibility of returning my trade (still on the lot) and refunding my payment. He said this was not possible due to paperwork issues. When I mentioned a vehicle trade out, he stated he would not sell my vehicle to a customer but would have to take it to auction and he would need $8-$10 thousand dollars on a trade and that possibly corporate would help.  No mention of a swap out. The dealership could have resolved this situation in this meeting or at any time over the past 37+ days.  Instead they are more interested in profit than making it right for the customer. I have been open to possibly trading outright into another vehicle or preferably, a complete buyback of this lemon vehicle.

   The ** states that they are "working with the manufacturer for trade assistance". The only communications I have had from the dealership about a "trade" was a direct conversation with the ** on 9/16/24 in his office (mentioned above).  In a phone call from the ** on 9/17 he told me that he had found three like in kind vehicles in the state and had directed his sales manager to trade for one of those, so he would have one on the lot if I decided to trade.  Why not swap that vehicle out with the defective one?

  As a "goodwill gesture" I received a screen shot of a Certain Designated Individual (CDI) coupon from the *** customer retention case manager. A CDI is a coupon for a discount on a new vehicle. I am unsure what this helps the situation as I do not plan or have the means to purchase another vehicle until this situation is resolved. If the dealership is working directly with their corporate office for a vehicle trade out, it is news to me.

  The vehicle was defective from the factory and sat closed up on the dealers lot for months and a distribution lot for additional months with a substantial amount of water standing in the floorboard. With mold issues likely present throughout the interior, the vehicle is unacceptable and dangerous for my wife and I to use given current health conditions. Water damage and corrosion to wiring, electronics in the vehicle will continue to cause issues. 

  We are only looking to be treated fairly. Given what was paid for this new vehicle, its continuing issues, and days out of service, a complete buyback is the preferred resolution.

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

• Initial Complaint

  05/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On April 05, 2022, I brought my Jeep to the dealership to have a full inspection as I was having issues with metal-on-metal noise when idle and the car would shudder on acceleration. An inspection was done and the only thing that was found was an issue with rotors rubbing together and something was shaved down (see attached document). After this appointment, I still noticed the metal-on-metal ratting noise. On April 22, 2022, my check engine light came on. I was nervous to drive it far so I dropped it off at the ********* by my home. I come to find out is the engine oil filter adapter (P0520 code) failed, two radiator hoses were leaking (upper/lower) and the rack & pinion assembly was leaking badly. I paid $763.01 on April 5th, to have my car fully inspected but none of this found. I then had to pay ********* $100 dollars to find what was not found on April 5th. Then I paid the dealership $160.82 on April 23, 2022 to confirm what ********* had found. I would like to be reimbursed for the $160.82 and part of what I paid on April 05, 2022 since the tech did not find and repair the actual issue with my vehicle.

  Business response

  05/13/2022

  Leith Autopark Chrysler Jeep

  I will agree to reimburse customer the diagnostic charge of $160.82 on 4/23/22 and we didn't find the problems on 4/5/22 The Jeep is old and anything could happen at anytime, They will not be any reimbursement on the repairs performed on 4/5/22 brakes was metal to metal and performed some maintenance work.

  Service Director

  ***** ******* 

  Customer response

  05/13/2022

  
  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.  Will the reimbursement be to the original form of payment?  When should I expect to receive the payment?
  
  Sincerely,
  
  ***** ********

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