Complaints

• Initial Complaint

  08/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  August 25, 2023 I purchased a 2021 Chrysler Voyage van at Humes Chrysler. It is a nice van with minor scratches I consider normal wear. (62748 miles) On July 28 2024 I noticed a rust bubble forming on the passenger side front fender. I immediately contacted Humes, texted photos. The body shop manager replied that it was result of collision damage therefore void all remaining warranties. He continued they would fix the fender at ~$2000, which half would be my responsibility. I expressed my dissatisfaction, since I was presented a clean car fax at purchase, still in my possession. Two follow up calls from used car managers repeated same unacceptable nonsense. I told them I knew an auto body repair person in Franklin with 40+ years experience whom I trust. When this repairman examined the fender, his response was not original paint and the amount of filler putty would never stick. I had him do a professional repair for $500. I have contacted Wells Fargo through the van financed and a case number was issued but I expect no resolve. I contacted Car Fax and again I expect no resolve. I am not a satisfied customer and hopefully BBB can help.

  Business response

  08/27/2024

  Hello, my name is David *. L****. I am the General Manager of Humes CJDR in Waterford, PA.  While I was away on vacation, we received a complaint from a customer on a used van we sold him in August 2023.  The customer stated that the van had a rust bubble forming on the front fender and when he brought it in to have our body shop look at it, we informed him that the fender had been previously repaired so the factory warranty would not cover the repair.  The customer was not happy with this information, we told him since he purchased a used vehicle from us, we would split the cost of the repair with him as we stand behind what we sell at Humes that’s why we have been in business for 78 years.  The customer was not happy with this resolution as he thought we should pay for the entire repair.  Humes did not do the original repair on the fender before he purchased the van, and the vehicle had been purchased over a year ago, so it was felt splitting the cost of the repair was fair.  The customer went to a body shop close to him and had the repair done for $500 and was then looking for Humes to reimburse him for the repair.  I reached out to the customer on 8/27/2024 and spoke with him and told him we would be more than happy to cover the cost of the repair and mail him a check as he lives about an hour away from the dealership.  The customer was very happy with this resolution and thanked us for standing behind what we sold him, which was all he was looking for.  The customer thanked me for making the process smooth and thanked me again for making this situation right for him.

  Customer response

  08/27/2024

  
  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

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/14/2022 my wife and I purchased a 2017 Chrysler Pacifica from Hume's Chrysler Jeep Dodge in Waterford for $31514.00 taxes/ fees. I paid cash for this vehicle, and I paid extra money to purchase an extended warranty on this vehicle. We drove the vehicle for around four months with no issues. On July 25th the vehicle was towed to the dealership, due to electrical problems. On September 13th we got the vehicle back. On September 17th the vehicle had to be towed back to the dealership due to the same problem. The vehicle has been at the dealership ever since this date. On November 8th I received a call from the General Manager that they are not able to fix my vehicle. The dealership had been working with the Chrysler Company and their engineers to try to fix the vehicle. On November 9th I went to the dealership to see what they plan to do to correct this issue. The General Manager wanted us to buy another used vehicle off their lot. However, this was not possible due to the low number they were willing to give us for our vehicle. They only wanted to give us $20,000 for our vehicle. The manager stated they would take our vehicle to auction and would probably get around $15,000 for it ,and this was a big loss for them. We stated what about our loss, ours is a bigger loss. We purchased the warranty to prevent us from taking a loss if the vehicle would have any problems. No way did we ever anticipate that this vehicle would have major problems ,and that it could not ever be fixed. What good is the warranty that they sold us, when they are not compensating us for the money we spent for the vehicle. The General Manager stated, "Well, you did get four months use out of the vehicle." He also stated that if we fill through your bureau, we would have to return the loaner vehicle, is this true.

  Business response

  11/29/2022

  We sold **** ****** a used 2017 Chrysler Pacifica on February 14, 2022, we originally sold the vehicle new and the previous customer had it regularly serviced and maintained here at Humes. Prior to selling the vehicle we performed an overall safety inspection and multi point check over, we replaced the front brake pads and brake rotors based on our inspection 
  process. 

  
  Mr. ****** contacted us on August 9th six months and over eight thousand miles later with a concern of the dial shifter not properly returning to park positon. We had him bring the vehicle to our service department and diagnosed it to having a faulty transmission shifter control. We replaced the control and verified the issue was corrected now working properly. 

  
  Mr. ****** called us a little over a month later on Sept. 17th stating that the vehicle had shut off and would not re-start. We made arrangements to have the vehicle towed here. We provided the ******'s with a loaner vehicle at no charge for their convenience. When the vehicle arrived at the dealership, the tilt bed driver got in the vehicle, started it and drove it off the truck. One of our service technicians went to try and start the vehicle to bring into our service department to begin diagnosing the no start issue. However the vehicle started up, we shut off multiple times and each time it re-started, we then brought the vehicle into our service department to check wiring connections, battery charge, voltage etc. We could not find any issues and could not duplicate the no start issue. We then decided to keep the vehicle and have our delivery driver to drive the vehicle for a few days to see if we could duplicate the issue. We drove the vehicle for almost three hundred miles over three week period, the vehicle started each time, simulating both short and longer times between re-starts, it never failed to start. We also have contacted the manufacturer and researched for any bulletins updates for a similar no start condition for 2017 Chrysler Pacifica's, none were found. We recognize the ******'s frustration, however without duplicating the problem, it's extremely difficult. We did not charge the ******'s for any of our labor diagnostic time or the service loaner we provided them. 

  
  Sincerely; 
  

  
  Matt C**** 
  

  
  

*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. ↩