Complaints

• Initial Complaint

  10/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a 2021 jeep with 2500 miles on it. We brought in for noise in suspension. Wil from the service department called me instead of addressing the problem starts by saying vehicle needs oil change brake fluid flush. Trying to up sake items I don't need or want. I said no. Wil stated vehicle had recall he said they could do while fixing original problem and have vehicle next day. However this was not true. I waited for Freehold jeep to call they didn't so I called them and Wil said they couldn't find problem making noise. However they pulled jeep apart for recall and do not have parts to put back together. We didn't want them to do repair of it wasn't going to be ready for next day pickup. *** insured us it would. When I called to pick up they said parts not available for 11 days. We are supposed to take jeep to ******* for winter they destroyed or scheduled trip and don't care. I need jeep to put back together. They are trying to make extra money off Chrysler for unnecessary repairs. Please help now with dock workers strike I think this is going to be a big problem. Thank you **** *******

  Business response

  10/11/2024

  With respect to the complaint, we wish to respond with the following.  Customer asserts that we are attempting to make extra money off of Chrysler, which is patently untrue.  

  Customer requests having their car "put back together" and alludes to an expected 11day delay in procuring the parts necessary for repair.  I have no record of anything that even resembles this.  

  The vehicle arrived at our facility on 10/2/24 and was completed on 10/4/24. 

  With respect to customer's issues with our inability to duplicate their problem, we did follow standard diagnostic protocol and the vehicle is operating as designed.  We offered for customer to road test with our technician if they felt they could reproduce the noise/concern, but they did not take us up on the offer. 

  I see this complaint was filed on 10/3, so it was before the vehicle was finished.  I suspect that the customer's concerns are no longer an issue.  We are happy to road test with them if they wish to return in the future, but the vehicle has been repaired and made ready for the customer within 2 days of it's arrival here. 

  Best Regards, 

  *** Hess                                                                                                                                                                                                                                  

  Service Manager

  Freehold Jeep

  Customer response

  10/12/2024

  
  Complaint: 22376859
  
  I am rejecting this response because: Original problem still exists.  I just want problem resolved.  
  
  
  
  Regards,
  
  ******* *******

  Business response

  10/21/2024

  We invite Mr. ******* to come in and go for a road test with our technician so that he can reproduce the concern. 

   

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

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  6/5/2023 I made an appointment with Freehold Chrysler Jeep to take my 2015 Jeep Patriot in for service with a problem I was having. At 8:14 on 6/6 service advisor *********************** called to review the written information I left. I was told the service department would call me back later that morning No call; I called at 1:51PM, called at 3:11 and 4:29 as well. In one of those calls I was told they had connected something and had a call into Chrysler to get approval for warranty work with the replacement of the hubs (one had been replaced and covered by the warranty in 2021).6/7 waited for a call did not receive one so I called at11:34. called again at 4:30PM and asked if the vehicle was safe to drive while I waited for the information on the warranty coverage. I could not make it in time while the cashiers office was open so they said they would lock the keys in the car and I could get in with my other set of keys. picked car up had NOT left the keys in it. drove the car home and noticed a noise different and worse that what I brought it in for.On 6/8 I called at 9:42 told the dealer I would come into to pick up the keys later in the day. Still no word on warranty. picked up the keys and spoke with *****. I was given paperwork and my other set of keys with no request to pay anything.6/9 I decided I would not initiate any calls to see if service department would call me. NO ONE called. Saturday 6/10 I came home later in day : message on my home machine stating that I need to pay a $100 deductible..6/12 I called 8:33 told ***** was off. requested that the manager call me with an update on the warranty coverage NO ONE called.On Tuesday I called at 8:03 and got ahold of *****. The first thing she said to me is that I need to pay the $100 deductible. asked for an update . It ended up being a circular discussion with her seeming to be obsessed with the deductible and not concerned with my situation at all.

  Business response

  06/21/2023

  Dear **********************
  
  I am writing to respond to case 20182896.  ********************* came in on June 5, 2023.  The diagnosis resulted in determination that both front spindles (left and right) require replacement.  When the labor operation was run, it was determined that it is not covered by the terms of the customers extended warranty.  ************** did perform a wiring repair for another concern which was covered by the customers policy with a $100 customer pay deductible.  The vehicle was released so ********************** had use of the vehicle while we investigated the coverage of the spindles.  We have reach out to Stellantis to inquire about potential goodwill coverage.  Our Service Manager *************** spoke to ********************** and explained that the repair of the spindles is not covered,however we are seeking goodwill assistance on his behalf.  He also advised ********************** that our dealership will absorb his $100 deductible for the wiring repair as a good will gesture from Freehold Chrysler Jeep.  We have advised that if ********** does offer any sort of goodwill consideration, we will report back to him.
  
  
  
  ***********************
  General Manager
  Freehold Chrysler Jeep
  ********************************
  732-252-1006s why here...

  Customer response

  06/21/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ***************************

• Initial Complaint

  11/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi i took my car to Freehold Jeep in July 2022 for an issue covered under warranty. I was told multiple things at first they didnt know when i would get the part then finally i got a date, the end of December. Every week we got updates from corporate. Three days later i got a call that my car was ready out of nowhere. As soon as i drove away the car sounded the same. Nobody is returning phone calls and when they do theyre nasty telling me my warranty is expired and that i have to pay the diagnostic fee. As of now i cant even drive my car. All my check engine lights are on. I got a hold of someone else and was told to drop off my car. I spent $100 getting my car back two months early. Now sitting in my driveway. Nothing for nothing even when we did call corporate after i got my car back they were under the impression the part still wasnt coming till December. So something isnt right. I know the industry is bad now but i couldve got stuck somewhere with my kids. As a customer i wouldve appreciated a little more help rather than getting nasty people thinking im the problem when its them. They didnt fix it for the 3rd time now. No loaner cars either.

  Business response

  11/22/2022

  Customer brought vehicle in with complaint that the inidicator light was on.  Test drove for over 50 miles, 3 different occasions and we were unable to duplicate her concern.  Service spoke with the customer and she agreed to come back in on the 18th to test drive with a technician but she did not show up for the appointment.  

  We're more than happy to test drive but she needs to come in so that she can drive (with tech) and maybe she can duplicate that concern while the tech is in the vehicle. 

   

  That is where we're at right now. 

   

  Thank you,

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

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