Complaints

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Every year starting with 2021 I have had the Throttle Body replaced on my 2014 Jeep Patriot at Freeland Chrysler Dodge Jeep. In the past I was told that the Throttle Body had a one year warranty. This year I asked another shop to look at my Jeep. The mechanic called Freeland to inquire about the Throttle Body because the Throttle body part number ********AB on my Jeep didnt match the Throttle Body part number that he had for my Jeep ********AB. He was told by the parts person that the correct part number is ********AB. I confirmed with another Jeep Dealership that the Throttle Body that should be on my Jeep is the ********AB. After several calls to the ******************** I didnt receive any call backs. I contacted the General Manager. Two weeks later The General Manager walked me over to the parts department. I spoke with a parts employee that looked up my Jeep and brought part number ********AB. I let him know that was the wrong part for my Jeep. He called another dealership and asked them to transfer Throttle Body ********AB. He said I would have it the next day. The next day when I called to inquire about the part. The parts manager got on the phone and we went around and around in circles. It ended up with this issue being my fault. He demanded to know the name of the shop that was working on my Jeep and demanded that they give him a call. He did say that the Throttle Body has a two year warranty. I paid for a throttle body 0n 8/9/23. I paid for the throttle body to be installed on 9/6/23. I had issues with the throttle body and the wiring had to be worked on 3/26/24. This is still under warranty. I want to have the work done at another shop and it should be covered by ***** and I want the correct part. Part ********AB. There are two throttle bodys with two part numbers. I want the correct one for my Jeep ********AB. And if its not under warranty. ***** should be paying for this because they put the wrong part # on my Jeep.

  Business response

  10/14/2024

  I have personally reached out to the guest, Mrs. ************** A voicemail was left and offered a reimbursement.  I am waiting to hear back from Mrs. ******* at this time.  Contact was made on 10/11/2024 @ 1:17p.m.

  Customer response

  10/14/2024

  I received a voicemail from ***** on 10/8 asking about the refund amount. I left a voicemail with the amount of *******.. I received a voicemail from ***** on 10/11 asking how I came up with that amount? I paid ****** for the throttle body and ****** for the throttle body to be installed. Since it was the incorrect throttle body for my Jeep. I know have to pay someone else to purchase and the throttle body. And install it. I have the receipts from ****** 

  Customer response

  10/15/2024

  I received a low ball refund offer of ****** which is the amount for the install of the throttle body. The refund should also include the price of the throttle body since the wrong throttle body was placed on my Jeep and I have pay for another throttle body to be installed. I paid ***** ****** for the throttle body. 

  Customer response

  10/16/2024

   
  Complaint: 22392169
  
  I am rejecting this response because:
  The refund amount doesnt include the money for the throttle body. The throttle body was purchased from CDJR and installed by CDJR. The wrong throttle body was installed on my Jeep. $500.04 covers the install. I need to purchase another throttle body and have it installed. I paid ***** $1089.99. 
  Sincerely,
  
  ***** *******

  Customer response

  10/17/2024

  ***** stated that this problem was from four years ago. It is not. This issue is from 9/6/23. That is when the throttle body was installed on my Jeep. The refund amount that I was offered was $500.04. The part is under warranty. I want to get part # ********AB and the wiring harness that goes with that throttle body and then I will accept the refund for $500.04. 
  

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

  Business response

  10/17/2024

  I received the following VM from ***** ******* on 10/17/2024 @ 8:58a.m.

  You received a new voicemail message
  New voicemail message
  Time: Thursday, October 17 2024 8:58 AM
  From: ReceptionSONYA BRIDGES **************
  Duration: 51 seconds
  Voicemail box: 2049
  Transcript: My name is ***** *******, and that voicemail you left me, you said this problem was from four years ago. It's not. It's from 96 of 23. That's when the throttle body was installed. This part is still under warranty, So, I would like the correct part, which is ********AB and the wiring harness that goes with it. I should be able to get that part and the refund for $500.04. My phone number is ************.

  I am going to AGREE and give Mrs. ******* the requested part# ********AB (At NO CHARGE) & a refund check for $500.04

   

  Customer response

  10/22/2024

  Today I received a check for $500.04 and part number ********AB. This part is the same incorrect part that was originally installed on my Jeep. I let ***** ******* know that and he said it was the correct part for my vin number. The part was in a box with a label that says ********AB. He told me ********AB would not be stamped on the part. I told him that this part ********AB is shown on the mopar website and on the mopar website part ********AB is shown as the correct part. These are two different parts. I am willing to bring the part back and get refunded for the part. That is what I originally wanted. A refund for the part and the install. 

  Customer response

  10/23/2024

   
  Complaint: 22392169
  
  I am rejecting this response because:
  I accept the check for the install fee paid. I reject the part ********AB given to me

  This part is the center of the disagreement. It is not interchangeable with part ********AB as ***** ******* tried to tell me. When you use the vin number it is  not the part that is shown for my Jeep. I searched on the ***** website and showed ***** that part ******** AB is shown for my Jeep and the part is not interchangeable with part ********AB. These are two separate parts. The box had a sticker with the correct part number on it but the inferior part was in the box. I was told that the part number on the box would not be stamped on the part that I received. I want to be refunded for the amount I paid for the part 1089.99. 

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

  Customer response

  10/23/2024

  Earlier today I entered the incorrect refund amount that I am requesting. The additional refund amount should be $589.95. 
  

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

  Business response

  10/25/2024

  Mrs. ******* had requested which I provided in writing for the part to be provided and a refund amount of $500.04.  I spoke to Mrs. ******* on the phone and asked her to come to the dealership to pick up the part, which she did.   The part she has requested is under a 2yr warranty coverage from Stellantis.  We would install the part at no charge for her, but she requested to just have the part and the refund.  I processed this through our accounting dept.  She called later requesting more of a refund.  This claim is covered under a warranty, but Mrs. ******* has declined to bring her vehicle back for the free replacement.   

• Initial Complaint

  11/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I bought a ******** E4504matic from this dealer in September 2023. They sent incorrect information about the vehicle to the *** including wrong name and model of the vehicle. The *** sent to me vehicle with wrong title and registration number. I have been calling this dealership to correct the information as the title and Registration are not correct. The dealership said that there is nothing that they could do for me. The staff was rude and has zero customer service skills. It appears that they falsified documents of the vehicle that they sold to me. I have sent the information to my lawyer who is reviewing for prosecution. I do not recommend this junk of place to anyone looking for a car or truck

  Business response

  12/05/2023

  This complaint was filed on Freeland Chevrolet but was purchased from Freeland CDJR. We have reached out multiple times to correct this error that the *********** originated when they issued this ***************. We have contacted the State, and they are willing to make the necessary changes, but we need the *************** to have the State make the changes. Our efforts to get this consumer to return an email/text or Voicemail have been unsuccessful. I feel with cooperation from the consumer and the state we can find resolution.

   

  Thanks - *******************

  Customer response

  12/16/2023

  Thank you for contacting me today via email. I have not heard from the facility and has not received the vehicle title and the Registration or obtained update from the company. I do not think that it is fair to close the matter when the issue has not been resolved. I will be glad if you assist me to obtain the corrected title and registration. 

  Business response

  12/18/2023

  I personally reached out to the guest on 12/18/2023 @ 3:47pm.  The guest was able to be reached this time, we spoke about the concern of the documented model description on the Title & registration when the State processed these items.  A driver is going to the guest home to retrieve these items so the ****************** can correct the mishap on the model.  Freeland CDJR will be taking the documents to the State for correction on behalf of the guest 

  Customer response

  12/19/2023

   
  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

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My ******* purchased a 2015 jeep mid July of 2022. We financed it through a finance company for $30,000. He drove it less than 3 months and had trouble with the engine. The dealership had ** drop the jeep off December 14, 2022. They are trying to avoid giving him a new engine that it needs. They keep repairing small things to try and get it functioning normally. It has been 90 days today and my son still has not got his jeep back.

  Business response

  03/24/2023

  We are currently working with our Consumer and ***************** to complete the repairs needing for this consumer. We are also providing Courtesy Transportation during this repair. We have been in contact and will continue to update the Consumer as we complete the repairs.

  Customer response

  04/01/2023

   
  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

  11/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2011 Jeep Grand Cherokee from Freeland CDJR on 9/26/22. The car initially had a couple concerns. I came back to the dealer on 9/28/22. Two days later with multiple lights lit on the dashboard. I was told it was an easy fix and the lights needed to be "reset" and it was something to do with the air. I left with the vehicle that day and the lights were still on. I immediately called back and was told to come back in later in the week. Came back to the dealer on 10/6 and I was told they needed to order a part, ( just a sensor ) but it was safe to drive even though the lights were still on. They never followed up with the sensor and by now another light came on. I called again and came by multiple times once on 10/17 and again 10/24. I have my phone records to show many times I called on the 25th and 26th. I was told they could not fit me in to have the vehicle inspected and they would give me a call when to come back in or I could wait until SPECIFICALLY 11/4/22. On 10/27 the vehicle shut off completely while driving on the highway, I was almost hit by a semi and felt my life was definitely put in danger. I could not get the Jeep off or out of the road for almost 2 hours, it created a huge jam and left me on the shoulder of the highway in traffic until help arrived.. A highway patrolman had to direct traffic around me until the vehicle was loaded on to the wrecker. I missed work and missed pay. Now after lots of confusion and misinformation being told its covered, being told I have a warranty, Being told you bought it as/ is, and you don't have a warranty. I asked for a copy of my warranty multiple times and was provided documents on a completely different vehicle with a completely different customers name emailed to me as my documents days later. Its's been almost a month now and I am now being told that I have to pay thousands of dollars for ALL repairs and computers cpu is out. They are threatening me with my credit if I don't pay. Predatory Lending!

  Business response

  12/05/2022

  We currently have this customer in a Courtesy Loaner while we complete her repairs. We feel like we have resolved her issues and will monitor as we complete.

   

  Thanks - *******************

• Initial Complaint

  09/15/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchased a used car from this dealership... didn't receive it until a month after purchasing it. Have had this car for a few months and it has stayed in the shop more than half of the time. Went to the service station where the service manager ***** sent out one of his workers to confirm he knowingly sold me the car with the issues that it had, but never disclosed any of that information with me at the purchase. Said the only reason my car was taking a while to receive when I first purchased it was because of a sensor. Come to find out it's because of throttle body issues... loose mounting bolts... oxygen sensors. Even the mechanics at the service station have admitted that this car has a lot of issues. I understand used cars are sold "as is". But he never disclosed the true reason my car was taking so long to receive and lied and said it was a sensor until it was exposed that it was way more than that. My car barely runs now.

  Business response

  09/28/2022

  Business Response /* (1000, 5, 2022/09/19) */ I believe the consumer has placed this complaint against the wrong dealership. I believe the Dealership in question is the **** store. I can help either way if they would like to reach out to me direct and we can accomplish some middle ground for a positive resolution for this consumer. Business Response /* (1000, 9, 2022/09/20) */ Please give us a ring @ ************. I cannot find any information under this name and telephone number purchasing a unit from either of our Dealership's.

• Initial Complaint

  07/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On the date time and location, the dealership conducted a diagnostic of the vehicle. I paid for the diagnostic and deductible to perform work. Unfortunately, I was not able to have work performed and the dealership refused to refund my deductible. I am seeking my refund of $100.00 (deductible) because work was not performed.

  Business response

  07/18/2022

  Business Response /* (1000, 5, 2022/07/14) */ After reviewing the RO I don't see a problem with issuing a 100.00 refund. Please reach out direct to me @ ************. Thanks - **** ***** Consumer Response /* (2000, 7, 2022/07/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) I do except the response from **** ***** to refund the $100.00 to my credit card used. I will contact him this month for the refund of $100.00 for the work that was NOT performed.

• Initial Complaint

  07/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I brought my **** in for services on some squeaking and right blinker light. They called and told me the issues and parts I needed for the squeaking and the blinker was an electrical problem. The guy gave me a estimate of almost 5000$. I told him to go ahead and fix the problems. They had my car for a while I was calling and was being told my parts was stuck in Michigan and and it a shipping issue.( *****) after a week's of thinking my parts are not going shipped, I call and talk to a young lady that told me my.part was in and that the wrong parts was ordered and shipped, so they had to return and order correct parts. After repairs I still was hearing a little squeaking. Took it back in and a seal to one of the Parts was broken. They replaced it. Started hearing squeaking again and I warranty is 2 years so I made appointments to have them specifically check the parts they put on just to be told I would have to pay another diagnostic fee if it wasn't their parts. Why if I'm not asking for you to tell me what is wrong other then if it the warranty parts they replaced? The diagnostic fees are not put toward service if you get it done there and with being lied to for weeks for no reason about parts being stuck in Michigan, I refused to allow them to do any other services other then what my warranty is for. All I need is for them to check the parts they put on to make sure they fully functional. If they are fine then I can take my vehicle to a more trust worthy repair shop to find out what the issue is, I shouldn't be forced to have them diagnose it just to make sure the parts they put on is fine.

  Business response

  10/06/2022

  Business Response /* (1000, 5, 2022/07/12) */ Mrs.*****- Please contact me direct @ XXX-XXX-XXXX and you and I will work for a resolution to complete the repairs. Consumer Response /* (3000, 7, 2022/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Called number not sure was right number had another person name. Left message. Haven't got a ****** back yet. Business Response /* (4000, 11, 2022/10/05) */ We have been in contact with Mrs. *** since the original BBB filing. I even directed her to another shop ( **** ****) to which she had some repairs completed. Our last communication with her was a little over a week ago in regards to her Struts that are under warranty.

• Initial Complaint

  06/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have contacted *** at freeland and left 23 messages over 2 months to ***. not one returned phone call. I was sold a new 2021 charger that needed warranty work from day one. a new door handle,touch up paint and rail dust stains removed. I haven't got a returned phone call or any service scheduled for 2 months and over 5000 miles..also my unconnected does not work

  Business response

  07/18/2022

  Business Response /* (1000, 8, 2022/07/08) */ We apologize for the disconnect on our end. Not responding is not acceptable. I would like to handle your situation personally and resolve your lingering issues. You can reach me direct via email or direct line ***-***-**** so we can troubleshoot your Uconnect and schedule your rail dust removal at your convenience. I will provide you a loaner for the day while we make the repairs.

• Initial Complaint

  06/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I brought a 2010 ***** *** in for service, including the rear two tire pressure indicators. The dealership told me the truck was ready and collected payment. After getting in the car and driving 2 miles, we realized the tire pressure wasn't reading. We returned and the dealership - who said it has been fixed and just to drive it. A week later we bring the truck back in with the same complaint. The dealership wanted me to pay for the fix all that over again, maintaining that they did the work and the other two must have gone out while it was in the shop (as it wasn't working at time of pickup). I also have a receipt that shows they fixed one rear tire and one front tire, but both rears are still out as before. I've tried to get to a manager that I could explain this to, but there isn't one available.

  Business response

  06/27/2022

  Business Response /* (1000, 5, 2022/06/23) */ I personally spoke with Mr. **** yesterday 06/23 around 3:30 and he said our Team had taken care of the issue and he was pleased with the result. I double checked with my Service/Parts team and we covered the 2 TPMS sensors and labor. My direct line is ************ for further discussions in this matter. Consumer Response /* (2000, 7, 2022/06/26) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  06/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  3-23-2022 bought vehicle from dealership * same day engine light came on and reported it to salesperson * was told it was gas cap issue * engine light was reset * engine light turned on an hour later from "fixing" at the dealership * Scheduled appointment for checkup * Checkup found jeep needed two parts to be replaced (was told vehicle had recent maintenance) * Parts were ordered (expectancy 4-6 weeks) * While waiting for parts, no tags had been applied for (Mid April 2022) * Salesman assured Davidson County was being slow * Parts were received and fixes made beginning of May 2022 * May 2022 - No tag and no updates received other than "Davidson County still taking a while" * After a formal complaint to a manager on May 24th, 2022 - was told (by a FCDJR title clerk) the title for the car was finally received and tags applied for on May 25,2022 * Through the entire process, was never notified once of the title never being in hand * Salesman proceeds to still notify that Davidson county is faulted as of beginning of June 2022 * Week of June 13th, Salesman notifies that plate still hasn't arrived and will not be able to issue temporary tag * June 20th, 2022 - Salesman/FCDJR clerical office was told I needed a temporary plate or dealer plate or loaner vehicle. Registration will expire as of June 21, 2022. * Was told no temporary/dealer plates could be given - June 20,2022 * Sales Managers and General Manager were left multiple messages as no one answered during regular business hours. There is a severe lack of communication, professionalism, and care at FCDJR. As a customer you are treated like a number, and you are not given the light of day when you find their errors. No transparency whatsoever. The management team (*** ********/**** ***** are astoundingly complacent and non-existing. There was no standard of service or care.

  Business response

  06/29/2022

  Business Response /* (1000, 5, 2022/06/21) */ I personally spoke with Mr. ***** yesterday 06/21 around 3:30 pm and explained the delay in title and the process that takes place when awaiting on a title to arrive from a lender and then starting the steps to register here in Davidson County we do occasionally run into delays. I feel we could have done a better job of educating our Consumer in these particular cases that causes delays. I did receive a voice mail yesterday from his mother in which I spoke directly to Mr. ***** within an hour of that voice message. She did imply in her message she would be contacting the BBB.I feel Mr. ***** and I can resolve these issues amicably and find common ground. He does have a legal tag to operate currently. please contact me direct @ XXX-XXX-XXXX.

*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. ↩