Complaints

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2024 dodge durango from CDJR on 01 October 2024. The vehicle was held overnight because of electronic issues and it would not start. The vehicle was jumped and test drove and I was assured this was a simple fix, they would hold it over night and I could pick up the next day. on 03 October 2024, my vehicle was dead. The dealer towed the vehicle, held it overnight and assured me the problem was resolved. The vehicle was returned on ************************* the rear passenger door that was not there before the dealer had custody. On 05 October, i had to drive from ** to ** on military orders, something that was made very transparent in the purchase of the vehicle. My GPS, interior instrument lights and headlights were unresponsive and unreliable creating an unsafe driving condition for my 9 hour drive through the damage of hurricane ******. These issues were communicated to **** ******** who assured me they would service the vehicle at my earliest convenience. 07 October 2024, my vehicle would not start and has once again been towed to a cdjr dealership, this time in ************ ************** as my military orders are for ************, **. I have been in constant commuication with the dealership who have given empty promises and assurances that this vehicle is not defective and they will resolve the issue. Having served in the active duty army for the past 8 years, I have very limited time to address these sorts of personal matters. The inability and lack of accountability demonstrated by Franklin CDJR has had significant detrimental effects on my military readiness and ability to focus on the task at hand. I cannot not afford to miss the workdays I already have and the workdays in the future because I was either sold a defective car or bought a car from a dishonest dealership. I am now in **************, without a vehicle, and concernced that my vehicles value has greatly diminished because of their negligence.

  Business response

  10/18/2024

  Franklin Chrysler Dodge Jeep Ram holds the upmost respect for all members of our military and it is truly unfortunate that there was an issue with this new vehicle. The vehicle was kept the first night to swap the wheels back to the original wheels as it had upgraded aftermarket wheels and tires on it and charge the battery. After charging the battery, the vehicle displayed no signs of issues and the battery tested good. The next day after Mr **** had taken delivery, the vehicle would not start, we sent a loaner vehicle on a tow truck to drop off and pick up the new vehicle. Once we received the vehicle further tests were run and the batteries were replaced. The vehicle was kept over night to monitor and test the battery before returning to Mr ***** We then delivered the vehicle on a tow truck and picking the loaner up. The next day Mr **** drove the vehicle to ************** and was in contact with our service director regarding some issues the vehicle was experiencing. The following day the battery was dead again. We contacted the local Dodge dealership in ************** where Mr **** was located to ensure they could service the vehicle and they welcomed the vehicle. We informed Mr **** to contact roadside assistance to tow the vehicle and the local dealer will perform inspection and repairs. In the circumstance a loaner was not available we offered to assist in reimbursement of a rental vehicle if needed. We sincerely apologize for the inconvenience this has caused.  This is a new vehicle covered by the manufacturer's new car warranty. All repairs will be covered by the manufacturer's warranty and in no way have any effect on the vehicle's value.  

• Initial Complaint

  11/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my truck to there service department for repair,oil in radiator and number 2 cylinder miss fire.I was told several times will get to it tomorrow,after one month I was told waiting on after market ***************,I contacted warranty and they had not heard from dealership,they new nothing about it.dealership then actually does start working on it and put in head gaskets and new radiator,when they test drive it,number 2 cylinder still miss fitting.they let my truck sit a couple more days and write up another ticket saying I had recently had work done and brought it back with a ticking noise,another lie.then they replace cam to fix miss fire,they call me to pick it up,when I pick it up theres oil in new radiator,I was told they will not address it now,I have to leave it there.two days later Im called to pick it up again,I was told needed a flush,when I pick up vehicle ac doesnt work,so I have to leave it there again,they didnt recharge system after they had to reclaim system to do the work.200 miles after picking it up truck overheats and leaves me stranded on side of road,I contact service department at Franklin dodge and **** said let me see what I can do,while waiting I call tow truck and have it towed to different dealership.after 3 weeks of arguing with warranty,aul,I have it towed back to Franklin dodge,Im told by aul that Franklin must warranty there work, Franklin told me on nov 8 that the heads were being inspected and they would have an answer by nov 11.now nov 18 I have sent multiple texts asking whats up and phone calls,can not get an answer from them,Ive been without a truck since July 11,I have asked for a loner vehicle and been told no,very unprofensional and unwilling to fix my vehicle in a reasonable time.very little communication and very little honesty,I have dates and records of everything but honestly cant fit it all in on this complaint,

  Business response

  12/05/2022

  We have been working with the extended warranty company and we have as a dealership tore down engine checking for a leak in the cylinder heads as we just received the vehicle back as customer had vehicle towed elsewhere. Did not charge customer or extended warranty with further diagnosis and I provided a loaner to the Customer since we had one come in over the weekend. Have service advisor contacting the Extended warranty company in order to see what our next process will be.

  Customer response

  12/14/2022

   
  Complaint: 18434188
  
  I am rejecting this response because:they have been paid to diagnose and fix truck,truck is not fixed,now want me to pay more,they have been driving truck with a major oil leak but did not check until I checked oil at there dealership,now I feel they have done more damage to motor by driving it with oil leaking into cooling system,who drives a vehicle with oil in cooling system but does not check oil level after driving several days.this is unacceptable!!!!!!!
  
  Sincerely,
  
  *************************

  Business response

  12/20/2022

  We have the customer's engine replacement approved by the extended warranty company and we are awaiting for them to send the replacement too us so we can install and get the vehicle back to customer. Customer has been supplied a loaner for alternate transportation and we will replace as soon as we can after arrival.

• Initial Complaint

  07/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Stay away!!! This place is a rip off. They charged my daughter $200 to tell her that she needed her battery changed and terminals cleaned. She was never told the amount prior to the service. They held her car for 4 days without a call. My daughter had to go to them to find out what was wrong. They were then going to send her to advanced auto to exchange the battery and charge her $700 to put the battery from advanced in and clean the terminals. We live in NY and our dealers are no where near this price. If it wasn't for her grandparents flying in that day and going with her this would have been charged. They chased them down into the parking lot and made them pay the $200 for basically nothing. They saw her ny plates and ripped her off be aware and stay away. 100% rip off. I will be notifying the better business bureau as well.

  Business response

  07/19/2022

  Business Response /* (1000, 5, 2022/07/18) */ I have discussed with other members or our management team. Even thought Mrs. ******* daughter(*******) acknowledged the diagnostic fee We have agreed and will be willing to refund the money after all ****** and social media reviews are removed. Once that is done we will refund the amount in full. Please respond. Thanks. Consumer Response /* (2000, 7, 2022/07/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) I

*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. ↩