Complaints

• Initial Complaint

  11/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/14/2024 I dropped off my vehicle at ***********. I set an appointment in their system the week prior as I had a check engine light illuminate on my dash. I had my vehicle checked on October 11 and was advised that the error was due to an EVAP system leak. The code was P0456. 3-4 days passed and I did not hear back in regards to my vehicle. I contacted my service advisor on October 16 and advised that I would be coming to get my vehicle because they had taken so long to perform a diagnostic on the vehicle. The next morning I was advised that somehow overnight the work had been completed and there was a system error in my vehicle that required an update. I advised my service *** that this seems a little odd and it sounds like all the technician did was reset the check engine light code. She did not know and could only go off of the notes that the technician put into the system. I came and picked up my vehicle Shortly after that on October 17 and had to pay over $200 for the Diagnostic. If the ***air had not taken place, then I would not have had to pay because no service was performed. A week later the same check engine light appeared and I checked it again and it was the exact same code P0456. This tells me that no service was performed and the dealership Use their computer to clear out the error code and charge me a diagnostic fee and did not servicing my vehicle. On October 28, I attempted to get my vehicle back into the shop so that the service can be completed and I was advised that they would have a rental or loaner available. I was later informed that they do not have a rental available, even though my vehicle is under an extended warranty that would pay for the service and the rental. I believe this is a fraudulent attempt at getting money from a customer and not performing any service for the vehicle. I have attempted to contact the manager and the manager has not called me back instead he had one of the service advisors call me

  Business response

  11/23/2024

  Vehicle came in on 10-14-24 with code P0456 Evap System Small Leak detected. Customer signed for diagnostic fee of $215.00 ( attached) for diagnosis of the customer's concern. Customer was advised at that time there was an approximate time frame of 3-5 days for this service. Custome began calling on 10-16-24 about status and was advised that we would update him as soon as we had more info from the tech. Tech was looking at the vehicle and verified the code , tech followed diagnostic procedure for code P0456 ( attached). On page 6 he followed the procedure to check for *** updates and found the *** did not contain the latest updates. Tech performed the latest *** updates( flashes). Tech performed the small leak verification test as instructed by the Diagnostic procedure and code P0456 did not return. Following the Diagnostic procedure that after the update if the code does not return then the system is functioning properly and no further repair should be attempted. Customer was advised and customer came on 10-17-24 to pick up the vehicle. Customer contacted us on 10-26-24 stating the light is on again. Customer was advised to bring vehicle in at earliest convivence. Customer stated he had to have a rental this time and stated that he was not going to pay for it. He was advised that we did not have any rentals available at that time and when one was available, he would be contacted but advised the rentals are not free . He disagreed with that. At this we are waiting on the customer to return or a rental to become available. We are more than willing to look into the customer's concern as soon as he is able to return. 

  Customer response

  11/24/2024

  I am rejecting this response because:   Service advisor was advised, acknowledged, and confirmed that my extended warranty would pay for the rental. 
  The service advisor advised me that she would contact her manager and then call me back to give me an update, I never received a call back. 
  I also requested to be contacted by the manager and never received a call. 
  I still have the same error code that the dealership advised that they repaired which means the error code was only reset and not corrected. 

  Business response

  12/03/2024

  I am sorry that your light came on again.  There are hundreds, if not thousands of things that can cause a check engine light to come on.  We are happy to look at the concern as was stated at your convenience.  If it is a warrantable repair and you do have rental coverage through an extended warranty then they will pay for what is stated in your policy.  I can have a service advisor contact you to set this up.  We try to conveniently accommodate as many people as we can with the rentals we have available.  There are third party agencies you can seek for a rental that may work better for your schedule.  If the check engine light is the result of the same issue that you brought it in previously there will be no additional diagnostic charges.  If you would like a refund of your original diagnostic charges we would be happy to do that for you but will not be able to continue to work on your vehicle going forward. 

  Customer response

  12/04/2024

  I am rejecting this response because:   On November 20th I took my vehicle to this dealership for an oil change. On arrival the service advisor checked the error code and it was again confirmed to be the same error code that was present from the initial service request. 
  I declined leaving my vehicle as it is a necessity to get to and from work daily. There has to be a way for customers to be equipped with the ability to continue with their daily lives when they have to leave their only means of transportation with with your dealership for a warranty covered issue. And this should be without having to wait multiple days before a service tech can even look at the vehicle for a diagnosis. 

• Initial Complaint

  09/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I drove from ********** and stopped to Waxahachie Dodge Ram Jeep dealership.******, the sales employee, greeted me, and I tested two vehicles with him: RAM 1500 and Rubicon X.I selected the Rubicon X for my next vehicle and started to talk numbers with ******.The sales manager came, and we agreed on the numbers and checked our hands.Then, I came back to my vehicle I traded in and reset the computer to clear the data, removed the toll-tag sticker from the windshield, removed my vehicle from the **** account, called my insurance company.After 30 mins, ****** came back to me and told me he could not sell me that Rubicon X because the sales manager and him worked on the wrong Rubicon.They worked on a Rubicon that I never saw and drove and that was supposed to have been sold early in the morning by ********** a result, I lost my time and my trust on Waxahachie Dodge Ram Jeep, did not get what was agreed, the financial service pulled out my credit score and of course it is a hard inquiry that I did not want to (****** confirmed after I asked multiple times that they will not run my credit score prior to confirm the numbers but wanted to check on the phone), I do not have a toll-tag and have to get a new sticker, and I have to put back all information to my cars *********** was a really bad experience, a lack of consideration and respect, a very low level of competency from ****** and the sales manager.

  Business response

  10/05/2024

  We are writing to sincerely apologize for the confusion and inconvenience you experienced during your recent visit to our dealership. We understand that the situation was frustrating and that it has negatively impacted your experience with us.
  
  We acknowledge that the misunderstanding arose from our staff assuming that you were interested in purchasing the Jeep Wrangler you had inquired about multiple times on our website. We should have been more attentive to the specific details of your inquiry and ensured that there was no confusion about the vehicle you were considering.
  
  We would like to offer you the same type of discount that was initially agreed upon for the Jeep Wrangler you were originally interested in. However, we must respectfully point out that the significant difference in price between the two vehicles (approximately $15,000) makes it impractical to sell them at the same price.
  
  To further compensate you for your time, fuel, and inconvenience, we would like to offer you a $200 gift certificate to be used at our dealership. We hope that this gesture will help to alleviate some of the frustration you have experienced.
  
  We value your business and are committed to providing you with a positive experience. We would like to invite you to return to our dealership in the future and give us another opportunity to demonstrate our commitment to customer satisfaction.

  Customer response

  10/07/2024

  I am partially rejecting this response because:  there was no misunderstanding because I was told the Jeep I inquired about was sold in the morning, and then I drove the only one in your parking lot that was the Rubicon X. I also drove a RAM Laramie, but I well expressed my choice on the Rubicon X, and it was well understood because it was parked next to financing ready to be detailed and prepared for me.

  I appreciate your gesture and would like to give you a chance to get my business. I selected the Rubicon "New 2024 Jeep WRANGLER 4-DOOR RUBICON VIN: ***************** STOCK: RW368469", but I do not want and need the extra service you provide for that vehicle that are "The Caltex Int/Ext Resist, Tire/Wheel/Key/Roadside assistance, The weather floor mat and Window Tint" in the purchase.

  If I drive to your dealership, I want to make sure I will leave with a new Jeep and no headache.

  I am free this week and ready to work the numbers with your team.

  Thank you,

  ****-***

  Business response

  10/16/2024

  Thank you for your response and for providing additional clarity regarding your experience. I appreciate your patience and your willingness to give us another chance to earn your business.
  I understand your preference for the 2024 Jeep Wrangler 4-Door Rubicon and that you wish to proceed without the additional services mentioned. Your feedback is invaluable, and I assure you that we will respect your choices as we move forward.
  To ensure a smooth and efficient process when you visit our dealership, I will coordinate with our team and have them reach out to you.  I would still like to offer you the $200 certificate to use on any parts, accessories, or service at our dealership. 
  

  Customer response

  10/17/2024

  I am rejecting this response because: Your response comes too late. Unfortunately, it was not clear if you wanted to proceed further and the waiting time, more than 1 week, let me perplex about your willingness to assist. You should have given me all information to contact someone at your dealership or I should have been contacted very early in the complaint process. I already bought a new vehicle.The interaction with your employees since I drove to your dealership until that complaint shows a lack of consideration and a disrespectful relation. **************** is not your priority.

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car in because it would not start. I was told it was $250 per concern to be addressed after holding my car for over a week. I was told that it needed a new battery however I had had a battery in my car less than a year old.After changing the battery they said it was $600 and my car still would not start so they did further diagnostic saying I needed spark plugs and a new engine which would run me between four and $8000. When I went to go get my car I had it towed back to my house and when another mechanic open the hood, they saw that the spark plugs had been removed. Two of them were sitting on the engine. One of them was missing And a cylinder tube that connects to the engine also wasnt even clamped on so of course the car wasnt going to start because the engine wasnt even put together correctly. Furthermore, the battery had a cord that was not attached appropriately according to jeep standards. Also, due to not having a vehicle, I had to Uber to the dealership. I checked the hours on the website the day of and they stated that the dealership closedat five when I arrive four workers were in the building two sitting down in the office two standing by the door, neither of them greeted me and they told me that the building service department closed at four so I had wasted money on an Uber trip and still was not able to get my jeep and had to return the following day.

  Business response

  06/26/2024

  I apologize that we were not able to meet your expectations.  I'm unsure about the hours. The service department closes at 6:00 on weekdays, 5:00 on Saturday, and closed for the day on Sunday.  I reached out to the service advisor for clarification on your vehicle and was told: ****************** had her vehicle towed in on April 23rd and arrived after normal business hours. I called her the next morning to check in her vehicle. She explained to me over the phone that her vehicle was having an issue with it not starting. I explained the diagnosis fee and time lines and the customer agreed. After the phone call I also sent her a text to confirm the diagnosis again. She authorized the diagnosis fee in a text on 04/25 at 10am. The vehicle was dispatched to a tech to start looking into the concern. The tech was able to look at hers next day on 04/26. We tested the battery which completely failed our test. The battery is rated for 730 cca. The battery tested at 172 cca. I reached out to the customer via text and explained that her battery failed our test. I would need to replace the battery and then re-test the vehicle for any further issues. It was explained to the customer that the battery is a starting point. The customer approved the battery replacement and the re-test on 04/26 at 12:59pm. After the battery install, we were able to power up the vehicle for the first time. I explained to the customer that I will be getting the vehicle re-dispatched for further diagnosis. My tech was able to determine that the engine in her vehicle is seized. At this time, I reached out to the customer an explained what was going on with their vehicle. On 04/30 at 11:40am I sent the customer two options. A new reman engine from Chrysler or a used engine option. On 05/01 at 9:04am both options were declined by the customer. The customer never informed us on when they were planning on picking up or if they wanted their vehicle put back together or not; this is why as stated by the customer the vehicle was not put back together. Our business hours are clearly posted on the door. I am not sure why there is confusion on hours of business. Customer paid for the repairs they authorized and had the vehicle towed out. Attached in this email is a picture of our door with hours of operation. Also are the conversations between myself and ****************** authorizing diagnosis and authorizing the battery replacement. 
  

  Thank you

  
  

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 29, 2023, I went to Waxahachie Dodge for a second time in a month to look at a vehicle. The vehicle was a 2023 Ram **** that had been discounted to $51,768.00 from $72970.00. I sat down with the salesman, *****. He brought back numbers as usual and the truck was marked up to $55098.00. I told him it was ******** online. He went back to finance and came back with the corrected number of ********. This time they had added GAP and a Service Contract in the amount of *******. I told them I didn't want the service contract but the Gap was fine to keep on. ***** went to finance where *************************** told him to tell me they wouldn't sell the truck unless I purchased the service contract. I told them I didn't want it as it was a bran new vehicle with a manufactures warranty. They refused to do the deal unless I agreed to put it on the loan. I eventually agreed and told the sales manager ****** that I was going to turn around and cancel it as I was allowed by law within 30 days. ****** said it was a contract that went above and beyond the manufacture warranty but didn't tell me I couldn't cancel it.I returned the first week of January to cancel the gap and service contract as I had refinanced the truck at this time. *************************** refused to cancel the contracts and told me if I proceeded to cancel the contracts he would undo the deal and make me bring the truck back. I told him I had refinanced it and he said he didn't care I could bring the truck back.I left and sent called to talk to the *** ****** answered and told me he was the ** and refused to let me talk to ******* the real *** I called back 2 more times and ****** intercepted the call and told me my only option was to bring the truck back or keep the service contract. ****** also lied and told me he was the General Manager which he is not. ****** in finance, ***** the salesman and ****** the sales manager acted in bad faith and will not let me cancel over ******* worth of contracts I do not need. The service contact and the gap insurance both state I can cancel them in 30 days for a full refund. I shouldn't be threatened that they want the truck back if I cancel them. There was no agreement for me to keep the service contract or gap. ****** in finance never talked to me. He had ***** the salesman sign paperwork with me at *****'s desk.Both of the contracts

  Business response

  01/30/2024

  After receiving notice of ************************ issue I reached out to him personally.  There was a lack of communication on the structure of the deal with *********************  I understand ************************ point of view and emailed him the document to cancel and refund the charges on 1-12-23. 

• Initial Complaint

  09/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Placed an order for a car from them in September 2022 - before you could even officially order (special Dodge charger, special color). ******* out the car, left them my CC number so they could charge me the deposit once they ordered it. In October 2022 was told that the car had been ordered and as soon as they had the *** they would charge my deposit. Even though they did not charge my card for the deposit, in Nov 2022, Dec 2022 and Jan 2023 was told that car order was fine and on track. Then all of a sudden in February 2023 they could not find the order and said it was not on order. I was very angry but went to another dealership and bought a different color car same model. Then today (Aug 28th), a salesman sent me a picture of the car I ordered via text and said (We're you guys still interested in getting your build). This dealership should be charged with fraud - they falsely led me to believe I had a product coming, then told me no and then actually got the product in.

  Business response

  09/11/2023

  Dear **** and *********************, 
  I apologize for the situation. It is not ideal for either of us.  We make our living by selling and delivering vehicles to customers.  It is of no benefit to us not to deliver a sold order to a customer and just leaves us with an unhappy person in an unhappy situation.  That is something we absolutely do not want.  We placed your order with Chrysler for the purple **** pack in with an estimated ship date of February 2023.  We talked to the factory personnel multiple times in the first quarter of 2023 when the car failed to schedule production.  We were informed that the vehicle would not be built due to available allocation.  That is when we reached out to you and passed on the information that they would not build and we would not receive the vehicle.  August of 2023 is when we saw that the vehicle was in transit status and on it's way to the dealership.  We were unaware that this was a possibility based on the information we were given.  I am very sorry this happened.  I would like offer you a Mopar maintenance plan free of charge on your vehicle as well as my sincere apology. 

  Thanks, 

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

• Initial Complaint

  10/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is strictly for the Jeep service department. About 5 months ago, our jeep did a thing where when you start it , it would just show "4" on the display not "D" when it did that it was basically like it was in 4th gear . So We'd put it in park, then kill it and restart it and it would be just fine again . Take it to get looked at. Started it and it drove completely fine all the way up there just like normal, but we still wanted it checked out to see why it did that. Leave it with them, pay for the diagnostic to figure it out . They have it a month when they finally call and say they diagnosed it and it needs a new valve body but nothing is wrong with the transmission. It will be a little over $3000 to fix. We give the go ahead and pay cash. Another month goes by, they call and say it's ready to pick up. Go pick it up, get half way down the road and it is driving horrible. Take it back and they say "oh it must of been a bad part." Leave it there again. About 6 weeks passes and they call and say no it needs a whole new transmission and it will be $7000. When pressed on the issue they say "well, maybe it's another bad valve" and tell us they will put a new one one. Another month passes, that's right, it has been well over 3 months since we dropped it off, and they call and say it's the transmission. Go up to jeep to talk to them about it and am told that it did need the new valve body but when they put that part on it messed the transmission up. So either We can pay an additional $4500 on top of the $3200 already paid - or take the jeep that no longer drives (even though it drove fine up there) and lose the $3200 we've already paid. So, the part that THEY said it was, and THEY put on, messed up the whole transmission and they claim they are liable for that. They need to replace our transmission that they broke! We now have a non running vehicle and out the $3200 we paid. For information purposes the Jeep is in my husbands name, ****** ****** *****.

  Business response

  12/28/2022

  Business Response /* (1000, 5, 2022/10/15) */ The original fault codes of the vehicle only indicated that there was a failure with the throttle body. The throttle body was replaced and the vehicle was returned to the customer. The vehicle was brought back and then showed internal failure in the transmission. We have contacted the customer and have agreed and are replacing the broken transmission with a used transmission at a drastically reduced price.

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