Complaints

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The vehicle has now been at 3 dealerships for a total of 6 months. When dropped off repairs were still under their repair warranty. Coolant leak from head gasket (I found). On 2/17/22 Repairs were complete at Collierville Dodge Jeep. I paid ******* for Head gasket replacement, returned within 2 weeks ******* same problem.Will not repair the vehicle correctly.The vehicle was taken to Dodge Wolfchase still within the repair warranty. They said they couldn't finish the repair after having it for 1 month.Called jeep corporate to help and they said to call the dealership. The female service writer went and got the tech that looked at it. He said that the vehicle is running rich for sure and hadn't checked the head gasket yet.I waited another week (no Call). I called after my vehicle has now been there for 4 1-2 months they said my vehicle was complete, upon arrival I discover they changed a battery out and that was it. (has nothing to do with gas smell or smoking). Requested service order paper and was told that I didn't get any. The vehicle had been on their lot for that long and they didn't start it so of course the battery was dead. I picked it up and the service engine light came on the way home. I called back and asked for the owner information. Was not given the information, the parts manager answered the phone and asked me to bring it back out and give us one more chance. I did and they have now had my vehicle for 3 weeks and not a call. All I have always wanted was to get my vehicle repaired correctly. If needed I can upload what documents I have and dates.

  Customer response

  01/28/2024

  I talked to the manager of the service department ******* I believe.  She said that they cant work on the vehicle because of the package it has.  I stated that Collierville dealership did the original work and that we need to look at the money I paid them,  because the repairs are still under warranty.  She is going to ask her district manager and call me back that was on Friday 1/26.  They have now had the vehicle for since 12/26.  If they cant/ wont  complete the repairs then I should be getting a refund (not the way I want to go) for them not honoring their warranty.  

  Business response

  02/05/2024

  Customer has been informed that we cannot repair this vehicle. He was also informed that the work we had done on this vehicle in the past has nothing to do with current issues. He has picked up vehicle as of 2/1/2024

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ? I bought a used car from this establishment 8/28/23.? In less than 48 hours (8/30/23) the car broke down on me on the way to work (1:30 am)? For the last 30 days I have gotten nothing but the run around as it relates to resolving this issue ? Last week I was assured that the parts were ordered, had arrived on Friday (9/25/23) and work would start Monday (spoke to *********************************** and later *******)? Checked on that fort thing Monday and now nobody knows anything because they work in sales.? Yesterday ( 9/28/23) I spoke with **** in the service department. He said he would research and get back with me ? Today **** says he turned over to "****************" who is off today.? All communication concerning this matter has been initiated by me. Only once has anyone contacted me from the dealership. The salesperson ** called to retrieve the key.This has been the worst customer experience I have ever had. I put $4000.00 down on this car with a pending car note this month and I don't have a car! I don't have transportation to my new job. in a perfect world I would want out of this terrible deal. I deserve at least a loaner car so that I can get to work while they work on the car and, if I have to keep it, a complete maintenance check of the vehicle.

  Business response

  10/30/2023

  Customer and GM and been in contact about this and are working this out.

  Business response

  10/31/2023

  Date Sent: 10/30/2023 3:48:20 PM
  Customer and GM and been in contact about this and are working this out.

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted this dealership November 2022 to schedule recall work on a 2013 ************ that I had purchased to keep in ******* when I was here for work. I was informed that there was a part shortage and it would be a while. Many months passed so I followed up at the end of a June and was told that the parts were in stock so we scheduled the appointment for a few weeks later in July. I showed up at my allotted appointment time and was then told that the part was no longer in stock and had been given to someone else the day prior. No apology offered for wasting my entire day or for their customer service failure. I expressed my frustration to the service manager and was assured that the part would be ordered and they would contact me as soon as it was in stock. Two months have passed and there has been zero attempts made to contact me and remedy this situation. I have contacted FCA Corporation, but they have referred me back to the dealership.

  Business response

  11/03/2023

  One part is still on backorder with no ETA at this time. We will contact the customer as soon as we have an ETA. **** also have someone reach out to him in the next day or two.

  Business response

  11/03/2023

  Most Recent Message

  Date Sent: 11/3/2023 12:39:47 PM
  One part is still on backorder with no ETA at this time. We will contact the customer as soon as we have an ETA. Will also have someone reach out to him in the next day or two.

  
  

  Business response

  11/03/2023

  Most Recent Message

  Date Sent: 11/3/2023 12:39:47 PM
  One part is still on backorder with no ETA at this time. We will contact the customer as soon as we have an ETA. Will also have someone reach out to him in the next day or two.

  
  

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a 2021 Hellcat/Challenger with approximately ***** miles and valued at $97K. The car had a code on the dashboard on Monday stating something about the fuel not matching the gauge, but later in the day it was gone. Fast forward to 2am my husband is now stranded on the side of the road as the car has now shut off. We get him and the car home and call the dealer for an appointment the next day to be told they do not service Challengers any longer as they continue to be stolen. Okay, I understand their concern but to me it sounds like an employee issue if these cars are being stolen when they come in. I rarely see what's in the back when I drop my car off for service. How is it possible to sell cars one day and the next ************** them and still have the right to display the brand on their dealership. This seems like a game of bait and switch to me and very illegal. How are they able to have a relationship with Chrysler Financial if they won't repair their assets?

  Business response

  08/28/2023

  Unfortunately with the high theft on performance vehicle not only in our area but everywhere we are unable to offer services at this time on specialty vehicles. We are responsible for every vehicle that is in our service department and at this time have decided we will not be servicing **** packs, h*** cats, demonds, trx, red eye, track hawk or any high performance vehicle.

  Customer response

  08/28/2023

   
  Complaint: 20407813
  
  I am rejecting this response because: Funny, I saw one in their bay a few days ago. Seems like they choose who they help. They are okay to make the sale/commission but not for maintenance- seems like FRAUD to me.  I don't expect a respone back and after this I would never do business with them. I am not going to force anyone to take my money. 
  
  Sincerely,
  
  *************************

  Business response

  08/28/2023

  I do apologize for the inconvenience and we can do your regular oil change service on the vehicle as long as your are willing to wait at the dealership while that service is being completed. All mechanical problems is what we are not excepting at this time we are currently 3 1/2 weeks out on any diagnostics which would require your vehicle to stay on the lot.   

• Initial Complaint

  07/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dodge Collierville has had my truck for repairs 4 times in the past year, Initial visit was 7/29/2022, Problems to be checked/diagnosed that **** took note of were what I believed to be transmission issues, check engine light on, air conditioning problems, starting problems, radio back up camera malfunctioning, battery needed, and coolant system needed flushing. It took over 2 months for me get an estimate. I paid for a new battery, and an eisom? which **** assured me would correct any starting problems and the check engine light. I was told by **** these repairs were done. I picked my car up on 10/29/2022. Tho my car was straining so much that I would have to pull out of traffic, put it in park and back into drive before it would go, I was assured that there was nothing found to be wrong with the transmission. I approved and paid for the battery and the eisom only because the other things were not covered under my warranty. In November, car was straining again, cut off in traffic which it had never done before, check engine light on again and turning over and over before cranking. Took truck back on 12/12/2022 and it was there so long that when I called to check on it, **** asked me "Do we have your truck out here?" On 1/30/2023, **** called to say the Warranty Adjuster was able to find that the transmission needed to be replaced and it was covered under my warranty. It was another 2 months before the transmission was replaced, and the eisom was rechecked and **** said everything was now ok. Picked my truck up on 3/29/2023. Check engine light still on, also with car completely off, radio, defrost and lights on dash came on. Truck back to them on 5/16/2023, spoke with *****, now service person, **** retired. ***** now says check engine light is on because my purge valve hose is cracked. Check engine light paid for, but never repaired. ***** to let Supervisor know my concern. No communication since 6/30/2023. My calls not returned. Help! I need my truck.

  Business response

  08/28/2023

  First service visit for customer was 7/29/2022 attached is service ticket, found check engine light on due to p0456 evap leak and a battery low voltage. these were the only issues duplicated at the time other then the radio issue which customer declined. 

  Customer returned for service on 12/12/2022 with check engine light and vehicle feels sluggish at times on acceleration we mopar warrantied the **** and replaced the transmission at that time.

   

  Customer response

  09/06/2023

   
  Complaint: 20362719
  
  I am rejecting this response because:  If you will refer to my original complaint from 7/29/2022 to 10/29/2022, most of the issues were not addressed by Dodge in their response to you nor had these issues been repaired. As Dodge admits, the truck was returned to them on 12/22/2022, after still straining to go, now cutting off in traffic, check engine light still on, and turning over and over before cranking. Tranmission via warranty replaced after 1/30/2023. Truck back to me on 3/29/2023. After some of the same issues plus more occuring, truck taken back to them on 5/16/2023. Multiple returns for many of the same issues as above that seemed to have gotten worse  plus now also the radio, defrost and lights are coming on while truck is off. (Never happened before). They did not address in their response why my truck is still there and has still not been repaired. 
  
  Sincerely,
  
  *****************************

  Business response

  10/30/2023

  Service and the customer spoke last week about the plan. She will be worked in ASAP. Under new management here and trying backlog handled

  Business response

  10/31/2023

  Date Sent: 10/30/2023 3:47:18 PM
  Service and the customer spoke last week about the plan. She will be worked in ASAP. Under new management here and trying backlog handled

  Customer response

  10/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

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

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

  *******, ** 38127

  
  

• Initial Complaint

  07/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband bought a used Jeep from here. In MARCH, the paint has bubbled and chipped off! He submitted pictures to the service department for warranty approval, They. Haven't. Done. A. ****. Thing!!! My husband called ********* times with no answer. When he finally got in touch with him, he was an absolute a**hole! He was told there no body shop around them that would be able to do it! WHAT??? How do you treat people like this and still have a job? I had to contact corporate to get the name of an authorized dealer that will do it. How does a place with crappy customer service stay in business???

  Business response

  07/15/2023

  The steps that go into a repair like this have to be followed precisely to Stellantis *************** step it to file a claim and submit imaging, next you have to schedule it with a Stellantis approved body shop, (this can be the difficult part as we do not have a body shop attached to our facilities.) lastly the repair is completed and returned to the customer. Monday morning I will get with management to find out where we are in the process. Please have the customer contact me if they have any questions. 

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my 2012 jeep rubicon into collierville dodge, jeep, and Chrysler back in December for engine knocking. I kept my vehicle there for about two weeks without even getting into the shop took almost a month to get it back. They replaced rockers gaskets some other things. Then in March or April of this year was smelling oil leak. Took it back to them. Took them two weeks to get the shot and try to charge me again. Another week to get it for three weeks total without my vehicle and all they did was change the valve cover gasket. I tried telling me at all of this other stuff that does it. Yes I just had it in December and Im disabled and hardly ever drive it. Today I got in it on June 12 driving it snowed a burning smell homework in the garage there was all week. Tried calling them today they were closed already. However, I feel theyre going to give me a run around once for two more weeks of work. I tired of the run around and being without my vehicle weeks or months if you add the total time up. I feel like my time is just as valuable and Ive had to pay for my vehicle while without having it. At this point I feel I should be reimbursed my vehicle note for the time they have it and fix the job right. Or they can pay another dealership to fix in correctly.

  Business response

  07/13/2023

  This vehicle has been repaired and returned to the customer 

• Initial Complaint

  01/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my car here in May 2022 cause my check engine light was on and two places that read the codes said the code means something is going on with my EMASI system/fuel to air ratio.... AKA which is the key component of the **** System. Dodge gave me the same reason/codes: P04401 Stored General Evap -- System Failure P04561 Stored Evap System Small Leak. They tried to charge me this: "Hey this is **** at Collierville Chrysler letting you know that your vehicle needs an: 1. ESIM $299.95 + tax 2. Throttle body service $149.95 + tax 3. Fuel injector service $149.95 + tax." I refused to pay $300 for 2 bottles of liquid clearer, but paid for ESIM and the light was off when I picked it up. The engine light came back on November 2022 and again I took it to get the codes read plus we purchased a code reader designed specifically for this car and both gave the same codes as in May. I contacted Dodge and was told to bring 'my car. This time they kept my car for a month and texted me something totally different from the codes: "Hey, this is *********************** at Collierville Chrysler, letting you know that your vehicle needs a major tuneup, with spark plugs $569.95, fuel injector service $169.95 & throttlebody service $169.95." I refused both services and let him know that's not what the codes were reading, and it was giving the same as last time. He said this and that but equaled nothing. I picked up my car and forgot to get the diagnostic printout so I called ****, he said there is no sure thing, I told him I need what I paid $18?.?? for and I know you have to have something that shows (which everyone knows they do) he finally said he would have to find it cause it's not in the system yet. I texted so many times and asked him for the one from May 2022, finally he said he until he said he have them both and will send to my email. I never received the email and let me know x3 and gave him 2 more emails. I want my printouts and my car fixed cause it didn't need a tune-up according to

  Business response

  04/13/2023

  Please return vehicle to the shop so we can run diagnosis on the issues you are having. Please contact ************************* Service Manager to set an appointment time. 

  Repairs that have been made come with a 2 year warranty 

  Customer response

  04/23/2023

   
  Complaint: 18836056
  
  I am rejecting this response because the way you can keep my car again is provide me with a loaner vehicle. I was without a car for almost 2 months, all for nothing!
  
  Sincerely,
  
  *****************************

• Initial Complaint

  12/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im over being nice! I usually dont do this, but here we go! On September 12, I bought myself my dream Jeep from Chrysler Jeep Collierville! Right?!? Yeah. NO!!!!!!SINCE SEPTEMBER 12 MY JEEP HAS BROKE DOWN 4 TIMES!!!!!!! 4!!!!! TODAY, 12/26 THEY TOLD ME THEY REPLACED THE BATTERY!!!!!! WHEN I GOT IN MY TRUCK TONIGHT AFTER WORKING ALL DAY, MY CHECK ENGINE LIGHT AND BATTERY LIGHTS ARE BACK ON!!!!!!!! THIS IS THE SAME ISSUE I HAVE HAD SINCE DAY ONE!!!!!! ONCE THE BATTERY ALERT POPS UP, I HAVE MAYBE 10 MINUTES TO PULL OVER BEFORE IT AUTOMATICALLY LOCKS UP (WHICH HAS HAPPENED TWICE IN THE MIDDLE OF THE STREET). I'M OVER IT. I HAVE REMAINED CALM. I'VE BEEN NICE. I'M DONE. I WANT MY MONEY BACK. I HATE EVERYTHING ABOUT THIS JEEP EXPERIENCE!

  Business response

  02/07/2023

  To whom it may concern,

       We are well aware of ******************** issues with her Jeep, and we are working feverously to get it completed for her.  There is an open "Star Case' opened with Chrysler to resolve this matter as quickly as possible.  Communication has been impossible with **************** as she will no longer answer or return phone calls from here at the dealership, thank you 

  Customer response

  02/12/2023

   
  Complaint: 18642089
  
  I am rejecting this response because: nobody has tried to contact me at all. I have actually been calling them and they refuse to answer my calls. My jeep has been at their dealership for OVER a month. I'm definitely begging for communication at this time. 
  
  Sincerely,
  
  ***********************

  Business response

  03/08/2023

  Based on data received via FCA, ************************** is being purchased back through the lemon law buy back process 

• Initial Complaint

  11/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went in to pay for a service job Timing Chain and replacement of tensioner and sealants. Paid $3400 for the service. The next day I notice a oil leakage but I assumed it was just spilled oil that fell from the bottom. Took my car to ********* to get tires and the mechanic called me outside to see my car was leaking oil from the timing chain and valve cover. I let him see my reciepts that I just paid Dodge for these services. He advised me to go back because the work was very unprofessional & leaking. He also stated I should have a warranty. I called Dodge the next day and they stated I have a 12 months warranty or leaks and sealants and to bring it asap. I brought it the next day. The service advisor *********************** texted me stating it wasn't leaking from those areas it was the oil cooler making it seem like this was the problem. I called him and told him the oil cooler has already been replaced and my csr WAS not leaking anything before I dropped it off. He stated it would cost and additional $1099.95. I refused the service. I went to pick up my car, **** stated it wasn't ready because the tech had to put it back together. I asked him why did they take it apart, I didn't confirm the service. He stated it had to be broke down to check for the leak. The next day I picked my car up drove it straight home. Came back out to the garage, to find out not only was it now leaking oil but my antifreeze was running out like I poured it out. **** lied and said it wasn't doing that before u left. Although it was a wet spot under my car in the lot from it sitting overnight. The dealership purposely caused other leaks on my car to cover up them not doing their initial job. I went to another Dodge to get a dx and it confirmed both areas were leaking in addition to my water pump, transmission and oil cooler. I had service done clean up to a year where I've never had these leaks until after I paid Dodge Collierville to repair them. The guy at Dodge said I would need a new motor.

  Business response

  11/22/2022

  ******************** brought her 2011 Charger with 246,158 miles on it requesting us to replace her timing chain and tensioners. We performed only the repairs requested by her. The vehicle is over 10 years old and has 246k miles on it. I offered to Warranty the oil cooler at no chareg since she stated that it had been recently replaced with a factory Dodge part but she refused. The shop ******* and I verified that our work was not what was leaking  and our work was good. We caused no other leaks. We have no other history on this car other than this repair so I dont know any service history or upkeep on this vehicle. No refund will be given, the work was performed correctly.

  Customer response

  11/23/2022

  Complaint: 18445766

  
  

  I am rejecting this response because:

  My refusal for the warranty work of the oil cooler was because I was not able to find the receipt that he said was needed or my cost would be $1099.95 plus tax. I asked him if the oil cooler was leaking to the extent that he states, why wasn't it notice during the inspection that I was charged $320.00 for during the timing chain replacement? 

  
  

  Sincerely,

  
  

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

  Business response

  11/29/2022

  She was not charged for an inspection. The tech was just flagged for the additional work on the inspection line. The labor adds up the same as originally discussed. There were no inspection charges, charged to the customer. As previously stated, *********************************************, ********************** did not calls ********* or further damage to this vehicle. The mileage of the vehicle explains itself. We repaired what the customer requested us to do. We did not renew/rebuild a very used vehicle. 

  Customer response

  11/30/2022

   
  Complaint: 18445766
  
  I am rejecting this response because: If the charges were for addition work, then it should have been noted on the bill as that and not as $320 inspection. The bill was not my complaint but the unwillingness to repair the leaks. All which are due to the installment of parts removed to complete the timing chain service. Leaks are coming from valve covers, oil pan and thermostat housing all which had to be removed and reinstalled by them. 

  Dodge keeps stating the mileage, age of my vehicle but this is the same vehicle that they charged me to repair. 

  I understand that a vehicle will develop leaks with mileage and age. I'm also aware that they didn't renew/rebuild my vehicle. I didn't ask them to do either, but I did expect them to repair what I paid for correctly. 

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

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