Complaints

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I are both Military Veterans. The last two years hes has been serving in ****** as a U.S. Contractor while I remain in ** with our children . In October 2021, we purchased a 2022, we purchased a brand new 2022 Dodge Ram ************* Cab 4x4 pick up from the former ******************* dealership, which was sold to Randy Marion.. In February of 2024, the rear window of the vehicle developed a serious leak with water coming inside the vehicle. Since the vehicle still had low mileage, under 14K miles and was still under full warrant, I took it back to the dealer. They stated they fixed the leak but the vehicle then developed a strong odor inside that was determined to be mold. This strong nauseating odor caused both me and my children to get sick and seek medical care due to the dealer's delay, inaction, and unwillingness to address the issue. I took the vehicle to a professional car detailing business on three occasions but the odor remained. The business stated that mold had developed in the vehicle die to the leak. I have taken the vehicle back to the dealer multiple times and a manager, *******, acknowledged the strong odor problem existed Since February, we have only had the vehicle a total of 10 days as it has remained at the dealership. They said they have ***e work to address the problem but he foul odor remains. We have continued to make payments on a vehicle we *** have possession of. I have been treated with rudeness and inaction by the dealership and their warranty company Stellantis Mopar Protection. Our case reference number is ********. They acknowledged the vehicle falls under the ** Lemon Law. We have repeatedly asked for a buy back, buy to and trade as permitted under the law but they have refused. The vehicle is still under full warranty. The warranty company, Stellantis (**************) agreed it fell under the Lemon Law, nut denied our request We would like a buy out or a trade.

  Customer response

  07/20/2024

  I have not heard from the business in response to my complaint.

  They attempted to talk my husband into getting another vehicle but offered no compensation for the amount of money weve paid into the truck we currently have. In fact the offer was significantly higher than our original loan amount. They have to strip the truck to find the origin of the smell and have had it for **************************************************************** lemons law and they have provided inaccurate information to my husband in an attempt to mislead him on their dealing with Stellantis (warranty company).

  Business response

  08/20/2024

  See attached response.

  Customer response

  08/21/2024

   I am rejecting this response because:
  
  I hope this message finds you well. I wanted to express my gratitude for your assistance regarding the ongoing vehicle issue.
  At the time of your original response, the vehicle had been with the dealership for another 30 days and was still not ready for pickup. We went to check it out on July 31, and the smell was horrendous. We finally received the vehicle on August 13, but unfortunately, by the afternoon of August 14, the smell had returned. We have notified the dealership and ********************* responded. We also contacted the warranty company to restart the claim that we did not unauthorize to be closed.
  
  Due to this persistent issue, which has been ongoing since February, we have had to obtain a new claim number with Stellantis. And, the truck is still not driveable. We were told they would strip the interior on June 28th and that has yet to happen. Instead they have completed an ionization and then some deep cleaning that masked the smell for a short period of time and then it comes right back. 
  Thank you again for your support and understanding.
  Best regards,
  
  
  ******************
  

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Issue occurred (10/26/2023) *********************************************************** I was instructed by Jeep customer care to have my Jeep taken to a dealership so issue could be diagnosed then we proceed from there. After having vehicle towed to RM CDJR ($60) for tow, I explained and printed documents and put on dash for service to see and read over so everything was understood. After being told seems like its possible that did in fact happen I was given a phone number and instructed to file a claim with FCA customer care and go from there. I had already submitted a claim before I was given these instructions, but i proceeded to file a second claim since I had not heard back anything. It wasnt long I got a email instructing me to get in touch with FCA. After some time and four different case managers later, my case was denied by FCA. I spoke with the supervisor which was extremely hard to do, not only for the super visor but even the case managers were so difficult to get on the phone or a call back. The supervisor told me basically they dont handle anything outside of warranty and they dont do claims for anything else. My vehicle 103k. Maintenance done regularly, my time wasted, I only followed instructions of dealership and FCA only to be falsely misled and left with a 7k repair bill. The dealership has stated adding on storage fees. It took over a month to get the transmission, I was not aware of this strike that had put a damper on shipping and production until I finally found a ride to the dealership in hopes to speak with someone because it was difficult getting anyone on the phone with the dealership as well. I was never provided with a written estimate. I have been back and forth with FCA and the dealership trying to get them in touch with each other , Ive been very patient and understanding, Im at a standstill and feel hopeless as I feel i was dealt with unfair treatment from the dealership and FCA. 2016 Jeep Cherokee regular maintenance.

  Customer response

  02/01/2024

  I have not heard from the business in response to my complaint.

  
  

  Business response

  02/13/2024

  I just wanted to update you regarding this complaint.

   

  We received Mrs. ****** vehicle on 11-24-2023. We got the vehicle diagnosed 3 days later and let her know it needed a transmission. She approved the repair for $7,523.43. After the completion of the work on 11/28/2023, we contacted the customer and told her she was good to go to pick it up. She then told us she was going to contact SCA for some assistance. We told her we were ok with that and to let us know but she could not pick up the vehicle until the bill was paid.

   

  She reached out to SCA and the assistance and was waiting on a response. We waited for several weeks with no further contact and we then reached out to her and explained that we can not store her vehicle indefinitely and she would start to accrue storage charges if she did not pay her bill and pick the vehicle up.

   

  We reached out several more times in January and did eventually get in touch with her and she stated that she was trying to come up with the payment. She also informed us that SCA denied her claim and there as no assistance. At that point we tried to help again.  

   

   

  On 02/7/2024 we contacted SCA and attempted to get some assistance from them on the repair and we were told the following information.

   

  1. The vehicle was to old.
  2. The mileage was too high.
  3. She is the 3^rd owner.
  4. No Warranty is active.

   

  Unfortunately, we couldnt get additional coverages approved.

   

  On 2/8/ 2024 we spoke to here again and have been working with *************** to reduce the repair bill from the original amount of $7523.43 to $5,991.73 for her transmission repair. *************** said she would try and get the funds so she can come and pay the bill and take her vehicle. We still have not heard back from here as of this email.  

   

  Is there any way possible to have this case re-opened so I can update my response?

   

  Thank You,

   

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

  General Manager

  Randy Marion Chryler Dodge Jeep Ram of Salisbury

*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. ↩