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Initial Complaint
07/15/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I canceled a warranty with them on 12/16/2022. They didnt cancel, so I went back on 05/25/23. Per that visit it was canceled on 05/30/23. I have yet to receive my refund from the car lot. I have went to business on the different occasions and called. No one has been helpful with responding or resolving my issue. It has been over six weeks. Which is the waiting period for the refund. I have a copy of the paperwork.
Business response
07/15/2023
Thank you for allowing us to address the concern of ***************************************. As stated in her complaint, ************************ cancelled her service contract with our dealership approximately 6 weeks ago. The cancellation was processed on or around June 26, 2023, with the proceeds of the cancellation being returned to the lien holder on record, Chrysler Capital. At the time of the cancellation, the lien holder was still on record with the State of ************ ********** of ********** As per our Dealer Agreement with the lending institution, all cancellations must be returned to the lien holder of record at the time of the cancellation. We would strongly recommend that ************************ contact Chrysler Capital, her finance company of record, to ensure that the cancellation was properly posted to her account. In the event that her account had been paid in full during the processing of her cancellation, the proceeds would need to be returned to ************************ from her financial institution, Chrysler Capital.

Customer response
07/15/2023

Complaint: 20325995

I am rejecting this response because:

Sincerely,

***********************************
Customer response
07/19/2023
Hello,

Im still waiting on a response from the business. I do not accept the reply because my vehicle was paid off. I gave the company my address in the information I provided you.

Brest,
Ya'wanna **********
Business response
07/25/2023
As previously communicated in our last response, at the time of the cancellation Chrysler Capital was still listed as the lien holder of record on **************************** vehicle. Two checks were sent to Chrysler Capital on ************************************** behalf, one check was for her warranty cancellation, check number ****** dated June 4,2023 in the amount of $1,443.09 and the other for ************** check number ****** in the amount of $733.40 dated June 20,2023. Our dealership has fulfilled its obligation of cancelling both products as requested, and we would strongly encourage ************************ to contact Chrysler Capital for processing any balance due to her.
Customer response
08/01/2023

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
04/12/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I needed my car (2012 Dodge Durango 5.7) to be serviced the next appointment they had was over 2 weeks away. I put in a request for someone in the service department to call me. After not getting a phone call back after one week I made an appointment but the soonest appointment they had was not until March 27th. On March 27th we dropped my car off. We were told they would follow up with us the next day. I got a text message in March 28. They quoted me ****** to fix my car (which is more than my car is actually worth). The link they sent me expired in 12 minutes. So I felt like I had 12 minutes to make such an important decision. One of the listed problems to be repaired was new spark plugs and coils. Which I just had replaced 3 weeks before. They also said I needed a whole new long block. Because I know that the spark plugs and coils did not need to be replaced what else are they not being truthful about? We approved what we could afford to have fixed which was still ******. I remember the paperwork said my car was going to be ready on April 7th. On March 30th I called and left a message asking for a callback with an update. Again no one responded. We had a rental car and because we didnt hear back we returned the rental instead of extending it. The day after I returned the rental I got a message saying my car would be ready April 14th. I called back and left another message expressing my disappointment that it took a week to return my call and that I had already returned the rental because no one called me back. We were told that they would look into getting us a rental and guess what 3 days later no return call. Im not upset about how long it took to fix my car. Im irritated that the costumer service I received was nonexistent. I was given excuses. My husband was blamed and the service manager called my husband a liar. Every time I have had to deal with this dealership I walk away feeling like I have been taken advantage of ,overcharged, and lied too.
Business response
04/24/2023
Thank you for reaching out to Tacoma Dodge Chrysler Jeep Ram regarding *************************** concern. We have spoken with the customer, made an adjustment to their bill as requested and consider this matter closed.
Customer response
04/24/2023

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
02/11/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchaseda dodge rebel from this dealership on Dec 30 after driving it for two days I realized it wasnt what I wanted and the dealers ship took it back and sold me a 2022 dodge ram ******* limited for ****** within 24 hours I started to have problems I have brought it back 5 times and each time they fix it and replaced something But its a brand new truck I shouldnt be having these problems They have replace a valve box and the fuel pump they also did something with parking brake I started to ask to exchange this vehicle on Jan 7 and the answer was no I need a reliable vehicle to get me back and forth to work if I would trade this truck in on a new one I will be out $30000 I cant afford that I dont know why dodge isnt standing behind their product To have a general manager say to me its your truck its your problem!! Does not help the situation
Business response
02/13/2023
Thank you for the opportunity to address the concern of *******************************. As stated in her concern ******************** originally purchased a 2022 Ram **** ********** Cab truck from our dealership and after two days was unhappy with the vehicle, stating that she absolutely hated it. Our dealership General Manager allowed ******************** to return the vehicle as an act of good customer service and enter into a new contract for another Ram **** Crew Cab truck of her choice on January 2,2023. Unfortunately,the new vehicle that ******************** selected had some mechanical issues after her purchase that required our service department to repair under her vehicles manufacturers warranty. ******************** requested that we exchange her truck again for another vehicle approximately five days after her purchase, which our dealership could not accommodate. Our dealership General Manager explained to ********************, when she stated to him that she wasnt going to pick up her truck from the service department and that her coworkers also said that she shouldnt pick it up either, that she was the legal owner of the vehicle and simply cant just leave her truck at our dealership. ******************** returned to our dealership and picked up her repaired vehicle from our service department.
It appears that ******************** is not satisfied with the new vehicle she purchased from our dealership due to mechanical concerns. We are not the manufacturer of the vehicle nor do we administer the warranty on Ms. ********* Ram truck. We would encourage ******************* to contact ***************** to ask if the manufacturer would buy back her vehicle if shes truly not satisfied.

Thank you for giving us an opportunity to explain our position in this matter.

                                                                                                Sincerely,

                                                                                                ***************************
                                                                                                General Manager
                                                                                                Tacoma Dodge Chrysler Jeep Ram
Customer response
02/13/2023

Complaint: 19387011

I am rejecting this response because:
although I realize you dont manufacture the trucks, but you do sell them I did feel pressure into buying this truck as mentioned before I did return the rebel truck. I may have hated that truck cause I never got to test drive it Your salesperson was not educated on the features of the truck and insisted that it did have ramconnect on it until I brought it back
It is also worth noting that my new truck was driven by someone else either a salesperson or manager like your salesperson said Or it was sold but the financing didnt go through like the ** said BUT I didnt know any of this until the papers were signed.
I am saddened that Tacoma Dodge would not stand behind their product that they sell for a lot of money. I am very sad and angry in order to have a reliable vehicle and I am out $30000. As an ER nurse I have to have a reliable vehicle to get back and forth to work this truck continues to give me issues and it seems when I schedule an appointment its longer and longer time in-between appts
I have contacted Dodge Ram with my concerns and they are waiting for my next appointment to see what they can do In the mean time I feel unsafe driving this vehicle wondering when the next time something would go wrong on it and where I will be stranded.

Sincerely,

*******************************
Initial Complaint
10/21/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I bought a car in 2020, Its a 2019 Dodge Charger. The car had started to rattle and shake when I am at a complete stop and a message appears on the dash that says ***** into P and then desired gear. The car was sold with a warranty. I contacted the service ***** first in July 2022 they kept the car for a day and said they cannot find a problem. Well the problem continued and went back in the shop Sept 27th 2022, they kept the car for over a week and the same result. They cannot figure out what is wrong. I have now contacted ****** in service twice since the car is now doing the more than just the rattle and shake. Its idling and shifting extremely hard to the point I thought I was rear ended. And my car is still under warranty and I am being ignored.
Business response
11/03/2022
Thank you for sending.. our response is attached
Customer response
11/03/2022

Complaint: 18298023

I am rejecting this response because: A few days after I picked Up my vehicle it did the same thing I emailed and called even went down to the location willing to trade in my car because this problem is getting worse and your mechanics cannot figure out what the problem is let alone properly communicate.

Sincerely,

*************************
Initial Complaint
08/11/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My *********** purchased a 2018 Dodge Ram Ecodiesel from this business on March 14, 2021 for $37,223. It had approximately 22k miles on it at time of purchase, it currently has 32k miles. ** part of the purchase we were informed & provided documentation that it had a 7 year/100,000 powertrain warranty still in effect. This was sold as a positive to us by the ****************** of the reason we purchased a used truck. We were also notified it had a recall for the *** cooler, but had been told (documented) that the part to satisfy the recall had been ordered & that we should just call to get it installed. To this day they have not been able to satisfy this serious recall for us. In March of 2022 my husband was driving the truck on the freeway when without warning it had a catastrophic engine failure. It was towed to the nearest dealer in order to start the warranty process. We were asked to provide service records, which we did, even finding those from the original owner. Our powertrain claim was denied, no reason was provided to us, nor would they put the denial w/reason in writing to us. Both my *********** sent separate e-mails to the ******* of this dealership as well as the asst. ******* for assistance with this issue since this is where we purchased the truck for a considerable sum. The only person we ever heard back from was the service ******* who told us he couldn't do anything. At no time did the dealer try to help us or offer to inspect the truck to ascertain why the engine blew up, offer to advocate for us or to fix the issue. We now have a $37k truck that does not run and only ran for 10k miles after purchase. We feel this violates WA state's implied warranty of merchantability, on top of just being a dishonorable business practice. We feel the warranty should be honored as sold with the truck. The truck was regularly serviced and at 32k miles should not be at the stage for engine failure. There are known issues with this model of truck.
Business response
08/26/2022
Good Afternoon!
W are preparing a response for this complaint and we will have a response on Monday , August, 29,2022.
Tacoma Dodge Chrysler Jeep Ram
Business response
08/30/2022
Thank you for the opportunity to address the concern of *************************. As stated in her complaint ************************* purchased a used 2018 Ram **** from our Dealership on March 14,2021. Mr. ****** truck at the time of purchase did in fact have active manufacturer powertrain warranty and currently appears to have that warranty still in effect (see attached). To date we have not seen the Novacks vehicle, nor have we ever attempted to file a warranty claim on their truck. ************** states in her complaint our powertrain claim was denied, no reason was provided to us, nor would they put the denial w/reason in writing to us, this statement is false. Mr. and *************** entered arbitration though the ************************************** with the Manufacturer of their vehicle, Stellantis Automobiles on June 16,2022 for the items listed in this complaint. The Novaks attempt at repurchase or replacement were denied by the arbitrator and documents stating the reasons for denial of the warranty repair and for the repurchase were provided to the Novaks on June 20,2022. Tacoma Dodge Chrysler Jeep Ram does not administer the manufacturers warranty nor is it responsible for covered components of said vehicle. Due to the fact that our Dealership does not have the authority to approve or decline the manufacturers warranty, **************** should contact Stellantis, the Manufacturer of the vehicle for assistance in this matter.

Thank you for giving us an opportunity to explain our position in this matter.

Sincerely,

***************************
General Manager
Tacoma Dodge Chrysler Jeep Ram

Business response
08/30/2022
Attachments included
Customer response
08/31/2022

Complaint: 17704071

I am rejecting this response because: please see attached

Sincerely,

*************************
Business response
09/06/2022
Thank you for reaching out and providing the additional information. As stated in our previous response, we are not the manufacturer of the vehicle and do not administer or approve what is covered under the manufacturers warranty. The Novacks should reach out to the manufacturer of the vehicle for further assistance.
Initial Complaint
08/05/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have contact the financial department of this auto dealership rewarding to a warranty check I have not heard from this person I have attempted to call and emails every day and still no answer as far as where the check is.
Business response
08/08/2022
Thank you for giving us an opportunity to review and respond to the complaint filed by *****************************. Tacoma Dodge Chrysler Jeep Ram processed a check for the warranty cancellation to ******************** husband, the primary buyer on the purchase, *********************** on July 22,2022. The amount of the check is $1,348.60, check number ****** and it was mailed to the address given by them in *******, **. If **************** needs further assistance she can reach out to our warranty cancellation clerk, *************************** at ******************************** or to me directly at *********************************.
Sincerely,
***************************
General Manager
Initial Complaint
06/28/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Horrible customer service with the car sales managers and service department. They never did a inspection to the car before they sold it to me as they say with bad break pads, bad rotors, and also the oil light came on. Also found the owner before me drivers license still in the car. I have tried to reach management multiple times to get my trade in car and money back or for them to just use the money I put on the used car they sold me to a brand new. Management still has never returned my call. Spent 800 on a tow bill as I had my 8year old daughter in the car. Asking to trade it for a new car that way I can keep track of all maintenance.
Business response
07/09/2022
Thank you for the opportunity to address the concern of ***********************. As stated in her complaint *************** purchased a used 2018 Chevrolet Equinox from our Dealership on March 30,2022.In her complaint *************** states that our dealership never did an inspection to the car before they sold it to me. This statement is simply not factual and a copy of the work that we preformed to the vehicle prior to Mrs. ****** purchase has been provided to her by Tacoma Dodge Chrysler Jeep Ram.

As an act of good customer service our dealership has reimbursed *************** for the work that she had completed on her vehicle and we consider this matter closed.

Thank you for giving us an opportunity to explain our position in this matter.

                                                                                                Sincerely,

                                                                                                ***************************
                                                                                                General Manager
                                                                                                Tacoma Dodge Chrysler Jeep Ram
Initial Complaint
04/07/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
In may of 2021 I purchased a 2006 Chrysler 300c from a private party which has a lifetime warranty on the fuel tank due to a stalling issue that occurs after fueling. I had the x53 warranty done with Tacoma Dodge where they replaced the tank in July of that year. I had to return twice after this because my exhaust was not mounted correctly both times. After that my vehicle gave off two different evap codes. One for a small leak in October and one for a large leak with no flow in December. I am now having an issue where when I add any amount of fuel the vehicle will idle rough or full on stall after which it will restart fine and will not have another issue until the next fueling. I believe this problem is caused by raw fuel flowing into the charcoal canister as a result of the defect in the old fuel tank as stated by the warranty which most likely destroyed it. I brought this to Tacoma Dodges attention and they had me bring the vehicle in to see if they could replicate the issue. They kept my car for a full week and told me they could not get the issue to happen to them. My first time fueling after this, the vehicle dropped RPMs and almost died which I caught on video and sent to ******************* through email at Tacoma dodge. They are now telling me that I have to check the purge line for fuel after this condition happens otherwise they can not be of any help to me as they can apparently not verify that my issue exists.
Business response
04/20/2022
Thank you for the opportunity to address the concern of ***********************. As stated in his concern ************** brought is 2006 Chrysler 300C to our Dealership on March 7, ******************************************* idle roughly immediately after filling his fuel tank. ************** believes that this issue is due to a fuel tank replacement that was completed by our Dealership in July of 2021. While his vehicle was here for four days in March our Service Technician and Shop ******* were unable to duplicate his concern and our Shop ******* verified that the fuel tank was installed correctly on his prior visit. The vehicle manufacturer, Chrysler Corporation paid for the original replacement of Mr. ****** fuel tank and our Dealership absorbed the expenses for the vehicle diagnosis in March of this year. Since we were not able to duplicate Mr. ****** concerns, we have no recommendation for repair at this time.

At no time have we declined to assist **************, we simply have not been able to replicate his concerns and come up with an appropriate fix for his vehicle, nor does the manufacturer of the vehicle allow dealerships to randomly replace parts on vehicles that have not been properly diagnosed with having verifiable issues.

Thank you for giving us an opportunity to explain our position in this matter.

Sincerely,
***************************
General Manager
Tacoma Dodge Chrysler Jeep Ram
Customer response
04/21/2022

Complaint: 17002684

I am rejecting this response because: While I do completely understand that your technicians allegedly could not duplicate my concern I respectfully disagree that the issue isnt verifiable. I say this simply because I have provided video proof to the dealerships service manager *******************. I want to make it abundantly clear that I have never claimed to have been refused service or turned away when presenting my issue to your staff. However, there is clearly an inability to diagnose an issue that is directly related to the evaporative emissions system which was affected by the recall. Thereafter I was told I need to diagnose the vehicle myself by checking for fuel in the purge lines... When I brought my vehicle into the dealership I explained that I believe that the issue is directly related to the recall / warrantied fuel tank allowing raw fuel to flood the evap canister which would effectively destroy it. Perhaps there is a miscommunication but I never mentioned to your staff that I believed the tank to be installed incorrectly. I would also like to note your dealership had possession of my vehicle for a full week and not four days as mentioned.

Sincerely,

***********************
Initial Complaint
04/05/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
well on this date 03/28/2022 I had my car repaired from this shop (Tacoma Dodge) in Tacoma and this was to install a new Radio in my car and when I called on Monday when I drop it off on Sunday night and found out that they did not even know it was there , then after I talk to them they said it would be done by 5 pm so I went to go pick up my car and it was dark at this time. In the morning seen that they destroyed my dash buy putting the radio in the dash and now has on the top has jagged edges in the dash and then they broke my cell phone holder not even telling anyone about this on the work order that they damaged or broke stuff then I went back the next day to have pictures taken then they went back to the parts counter to see if the parts to fix it was available(why would you do that if you did not think they did it ) and i called the next day they said no they told me no way was it their guy that did this.so if you had your dash damaged in the first place don't you think that you would take pictures first before working on it and tell your shop supervisor? about this and tell someone that you broke something that was on the dash like a CELL PHONE HOLDER he did not even get talk to about that when I spoke to the director about this he just said we did not do that and that he was not going to pay or fix it but would pay for the cell phone holder he did not even ask to see that he must of talk to the service tech about that and did not even say sorry at all about everything that has happen all he said that he will replace the cell phone holder but not my dash that was ruin and did not even explained about the vandalism of the inside of my car on the dash he had no response how that happen he just said o well he **** it before and not going to fix it not if he worked in a body shop they know what happen they just don't want to fix it . and they did not even explain how my cell phone holder got broke.
Business response
04/22/2022
Response attached
Customer response
04/22/2022
The dealership is trying to cover up everything also it is a 2014 Dodge avenger not a 2012 also if the - was aged like that how come there is pry marks on the vinyl up on the top I had it appraised by the insurance company the insurance company told me that it was pry marks also If it was aging that bad and aged was the problem and that's what you have blamed it on how come dashes that come out of wrecking yard that have been sitting in the sun that have aged dose not look like that longer and that part available they do not look like that They just want to cover up for the technician's damage also the piece does not come in 2 pieces it is one piece they are incorrect on a couple different things So much for the dealership to know what is going on 2014 they sent it for 2012 the piece is one piece not 2 piece Very unbelievable

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