Complaints

• Initial Complaint

  12/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my vehicle for maintenance, air conditioning not working and a breakdown. Service dates are 4/22/24 and then again this past November as related issues occurred to the same problem (air conditioning system) at the first date of service for the ** I was charged for diagnostic fees and to flush lines and ** check. I was charged over $300 for this service and total came to ****** after various diagnostics and engine flushing . The diagnostic fee of $165 was wrongfully charged and should have been covered by the warranty. There were other diagnostics that I was also charged for that were supposed to be covered under my mopar warranty. On 7/19/24 I was also charged a ****** diagnostic fee that was also not supposed to be charged. These overcharges were brought to my attention by a new employee at the service center (who told me they didnt want to be identified). I have reached out numerous times to advisors and promised by ******** ***** the concern would be investigated and she would call back by the end of the day last Monday (its been 7 days) tried again today and left messages. Nobody wants to help me get this money back Im owed. Its infuriating! When I look at reviews online this appears to be a reoccurring issue.

  Business response

  12/03/2024

  Good afternoon, 

  I spoke to this customer and did advise I would look into her request.  In April 2024 she was charged a diag fee for an item that was not covered under her service contract which was for an evac and recharge on her AC.  She also had an issue with leaking coolant for a heater hose that was covered under her contract and she did not pay a charge for that.  When she came in on 7/19/24 she came in for a battery which is not covered and a washer nozzle  and rear wiper arm.The washer nozzle and wiper arm were covered under her contract with 100 ded. She only paid that and for the battery.  ********** advisor spoke to her this morning and explained all that. Also explained I did not contact her myself in the time I had advised I had a death in the family.   Thank you very much and have a great day. 

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  For the pass 3 years I have been trying to get this recall on my can fixed. I have a recall on the ignition switch that the dealership is aware of but every time I try to make an appointment to get the work done they say that the have to order the part. It hasnt been that big of an issue but now its getting worse. 4 days ago I took me 3 hours to get my key out of the ignition. Its winter (20 degrees) here right now and I have 4 children with my oldest being 6. It was definitely a horrible experience being stuck in the car with them, all because dodge wont order the part I need for my car.

  Business response

  02/12/2024

  On 5/17/23 ********************** was here and we performed a wireless ignition recall and also did a driver's air bag emblem recall W09. There are no other recalls on this vehicle. We ran it today. We don't owe her a part. 

  Business response

  02/12/2024

  I do have a part I can put on her car. It was a part for another customer, but we can take care of her since the other customer is not responding. I apologize for the misinformation. As soon as she calls in, we can get her put on the schedule at a time it's convenient for her.

  Customer response

  02/20/2024

  I just want to say thank you guys so much for helping get get my car fixed. Im beyond happy.

• Initial Complaint

  06/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  transaction happened May 5,2023 i paid 840$ talked to them 2 days later about the Car not having the power that it had before i had them replace the #1 fuel injector .The engine also had screws missing from the engine that they had to replace Talked to the service mgr today after talking to no one for weeks and was told my car had a list of problems where they chose which problem to tell me would fix my car. I went into the dealership *** told them about the car they drove the car said its ok i returned it today service agt was rude

  Business response

  06/28/2023

  Good morning,

   

  I am writing in regards to the above complaint.  The customer brought his car in with a check engine light on on 9/16/2020.  We checked the car over and found code P0302, after further checking found cylinder 2 fuel injector needed to be replaced. That work was performed on repair order 13660301.  Customer brought the car in on 5/5/2023 with a check engine light on and we found cylinder 1 fuel injector needing to be replaced.  Work was authorized and performed on repair order 13691352.  The customer did return and advise the car was not running correct.  We checked and found no issue and no lights on.  On 6/16/2023 the customer returned with a check engine light on.  We checked and found cylinder 4 fuel injector needing to be replaced. Since the customer had returned so many times and was an inconvenience to him.  We recommended he replace the remaining 4.  He advised he was familiar with that because it had happened on another one of his cars.  He did authorize to replace the remaining 4 that work was performed on repair order 13692328.  With him being a repeat customer I did give him 20%off his total repair and provided him a loaner car for 15 days while the parts were on order and car was being repaired.  He picked up on 6/16/2023 the car has been fully repaired for check engine light and customer has not returned.

   

  Please let me know if there is anything else you need from me.

   

  Thank you

   

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

   

  Service Manager
  Haley Jeep Chrysler Dodge
  5400 ***************
  ******** ** 23231
  ************
  **********************************

  Business response

  06/28/2023

  Good morning,

   

  I am writing in regards to the above complaint.  The customer brought his car in with a check engine light on on 9/16/2020.  We checked the car over and found code P0302, after further checking found cylinder 2 fuel injector needed to be replaced. That work was performed on repair order 13660301.  Customer brought the car in on 5/5/2023 with a check engine light on and we found cylinder 1 fuel injector needing to be replaced.  Work was authorized and performed on repair order 13691352.  The customer did return and advise the car was not running correct.  We checked and found no issue and no lights on.  On 6/16/2023 the customer returned with a check engine light on.  We checked and found cylinder 4 fuel injector needing to be replaced. Since the customer had returned so many times and was an inconvenience to him.  We recommended he replace the remaining 4.  He advised he was familiar with that because it had happened on another one of his cars.  He did authorize to replace the remaining 4 that work was performed on repair order 13692328.  With him being a repeat customer I did give him 20%off his total repair and provided him a loaner car for 15 days while the parts were on order and car was being repaired.  He picked up on 6/16/2023 the car has been fully repaired for check engine light and customer has not returned.

   

  Please let me know if there is anything else you need from me.

   

  Thank you

   

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

   

  Service Manager
  Haley Jeep Chrysler Dodge
  5400 ***************
  ******** ** 23231
  ************
  **********************************

• Initial Complaint

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I just purchase a used 2011 ***** CRV *** from *********************************************** on 8/16/2022 VIN *****************. Before I decided to purchase the vehicle, ************** personal ********************** went on test drive. While driving I told him that it was pulling to the right and if I was to agree to purchase it I would need for that issue to be fixed. Well he reassured me that it would take care of before I it leaves the by the mechanic, so I agree to take him for his word. So before I signed the paperwork **** from service department came around and spoke to after about a few hours of being there stating that there was no issue found. I ask did you check the front end alignment and the air in the tire and he said yes, now this was the day of the purchase before signing off on the paperwork. So I took his word as good faith. Well my daughter drove the *** to work that night and notice the same pulling to the right, to where she had to over correct herself constantly while on the highway. We contact ********************* and told them that the issue wasn't fixed and that when going over 70 mph that is shimmers severely on the right side as well as still pulling and that when you engage the gas to speed up that you have seen and here a hesitation as well. Going back to the day of purchase I told the Financial Acct *************** that it was pulling to the right and he ask me what side of the road was I test driving on and that the pull could have come from be driving on the right side of the road and that because the road itself has a slight lean and that could be the issue and said really "OMG" so I guess highway was going uphill that it is the reason why the vehicle has a hesitation as gas is applied to get up that hill , come on now. So when that was a report the next day on 8/17/2022 they said to bring it in Monday the 8/23/2022 to which it was drop off that morning between 6 & 630 am. Pick it up that evening and the 3 issues are still there not resolved and it a life threaten issue

  Business response

  11/07/2022

  We have been in correspondence with the consumer since 8/23 and we even did an oil change on 9/28. It wasn't brought to our attention that the consumer was still having issue with the vehicle. If the consumer is still having issues please reach out and let us know. 

  Customer response

  11/07/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *******************************
  
  
  
  
  

• Initial Complaint

  07/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Horrible customer service! Service advisors are rude. Scheduled to have my vehicle to be repaired 4 days ago they still have not looked at it to diagnose the issues to make repairs. This is my transportation and I am missing appointments work and everything because these people wont do their job! They are hindering from providing for my family with the actions they are taking by neglecting my scheduled appointment and repairing my vehicle. The service advisor ******* is very rude an should not be allowed to deal with people!

  Business response

  08/05/2022

  Please provide the year, make, model and color of the vehicle. Please provide the *** number as well so we can look up the vehicle.

   

  Customer response

  08/05/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear  
  No resolution provided

  2013 Town and Country VIN *****************

  Regards,
  
  ***************************
  
  
  
  

  
  

  Business response

  09/01/2022

  The vehicle is no longer here. The consumer came and picked up the vehicle. 

  Customer response

  09/01/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.] No remedy provided
  
  Regards,
  
  ***************************
  
  
  
  
  

*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. ↩