Complaints

• Initial Complaint

  10/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In mid August '23 my 2021 Ram **** 6.7 liter diesel had a check engine light due to emissions (regeneration of diesel particulate filter). At that point the vehicle had about ****** miles and was under 2 years. Gresham Dodge service **** requested I leave the truck for a few days so they could run tests. They also reprogrammed the DPF/EGR. I took the truck home and the next day towed my trailer on a trip to ******* City. The truck entered "ReGen" by the end of my driveway and did not stop ReGen until I reached my destination of ******* City 80 miles away. The truck ran normally around town, then upon return home it entered ReGen again for the 80 mile trip back. The check engine light came back on, and I contacted Gresham Dodge again.I took the truck back in for service August 31st. Additional testing was performed and two weeks later I was advised the truck was ready for pick up. When the truck was brought around the corner it was clear there was a horrible knocking sound in the engine. I asked if all the oil had been drained because it sounded so bad. A technician came outside to check it but said he would have to take it back in the shop to diagnose. During this time the auto workers union strike was just in its first couple weeks and advisors said they were getting no cooperation from engineers or parts suppliers. This was understandable for the wait, but it was clear some type of damage was done to the truck.After about one week of not having my truck I returned to find it was just sitting and waiting in the back lot until the technicians could get some guidance. I was told the truck was going to be put through a five hour high-rev test and it had to be connected to the wifi in the shop. After another week or so that test was performed, During the test I was told a fuel injector had dislodged and sprayed diesel fuel into the oil. Following that the oil had to be analyzed, which took another week or more. I was told the oil was 10% diesel. I am now entering week 7 of having my vehicle in their shop. Every bit of harm to the vehicle has occurred in that shop. I have only wanted my truck back in working order, or I would want the truck replaced at their expense.

  Business response

  10/17/2023

  Customer frustration is understandable, but this is a Factory issue as we're following the Manufacture guidelines in the repairs of this vehicle. The vehicle injectors are dumping fuel into the crankcase which is a known issue with this motor. We had the manufacture tech rep at the store and confirmed this issue. We are in direct communication with the factory and following the repairs Per STAR hotline. Only thing done with this vehicle for this last visit was unplugging an exhaust sensor and re installing per the manufacture. 

  Customer response

  10/18/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Initially I asked the dealership if they could remove my Jeep Wrangle 2020 middle console to grab a card that had fallen underneath. The services depart was extremely hesitant and said they did not know how to do that. So, when I had brought my jeep in for an oil change, I asked if they could gentle try to get the card out. I asked them not to try too hard and told them if they could not it was no big deal. At the end of my visit I check out and when I got in my car I saw they broke my middle console. They ripped the portion between the driver seat and the ebrake. I walked back in and asked about it. Their response was "Since we did not break it completely we do not have to pay for it. I have reached out to them many times over the last two years. This happened Fall 2021. I still have my receipt for the day it happened. I spoke to the manager of services. He said he would look into it and never got back to me. I have reached out multiple times since then and have heard from no one. I want them to pay for me to take my jeep to a different jeep dealership and have them fix it and pay for the replacement. I do not trust them to touch my jeep. I was not aware of the BBB and only found out of this possibility recently. I am a 25yr old female and it seems no one is taking me seriously. I need some backup.

  Business response

  10/17/2023

  Gresham Chrysler Dodge Jeep Ram was Sold August 18, 2022 to ************** Customers complaint has to do with old Ownership which would have been the Borland Auto Group. Customers complaint was for services dated

  November 11, 2021.

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dealer has failed to send a payoff check to my banks after I traded in two vehicles for a brand new vehicle. Dealer has been giving me the run around about whats going on or not answering/returning calls.

  Business response

  09/12/2023

  On August 27, 2023 ************** purchased a new vehicle from Gresham CDJR and traded in two vehicles. By law, payoffs on trades must be made within ******************************* once the sale contract is funded by the lender. The payoffs were submitted on September 7, 2023 which was day 12 due to day 15 being a Sunday and a non business day. The lender had a delay and the contract was not funded by the 15th day due to a delay in their processing which required us to send the payoff prior. On September 11th, 2023 ************** sent an email to the business office requesting proof of payoff. ************** was provided the proof of payoff for both vehicles he traded in. Attached are supporting documents. 

*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. ↩