Complaints

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My (my son) 2000 Jeep died on me while driving. Not knowing the problem I asked the Jeep dealership Yakima for help. After several weeks they informed me it was the sensors. After they discussed it with my dad telling him it was the sensors we said ok, can you fix it? They said yes! We asked the price and it was $585 to complete the task for new sensors! After a week I called and asked if it was done. They said no because its not the sensors its the timing belt. I asked for the diagnostic results and didnt get it. I asked for an explanation of the timing belt and cost! They said they werent to sure if it was the timing belt but they thought thats what it could be! After that I asked them to just not do anything. I informed them that Id like the jeep back because I cant afford a guessing game! They WONT give me my jeep back unless I pay $541 for the work! I explained that they didnt fix my jeep and they didnt put any new sensors on! Why would I pay $541 for a non running vehicles and they quoted me $585 for new sensors. I went to talk to them and get things out of my jeep. I returned the key. I went back a 2nd time for ***** who wasnt there the first time and he was very rude/non professional. He said he had to walk with me and couldnt give me my key! I felt very humiliated/confused. I then called the manager. I still dont have my jeep back. This has been a very bad experience with this dealership. I feel Im being scammed and I was miss informed with no diagnostics test and they played a guessing game to problem solve. They want me to pay for things I dont even know if they worked on! My vehicle was parked on their lot and now has been moved about 10 parking spots over! I dont have the money to pay $541. Im a woman with adisability and Ive had no vehicle for several months! Ive had to walk to their dealership 3 different times which is several miles due to a non answer on the phone or an absent person! I have no invoice from them/bill. Need jeep

  Business response

  10/02/2024

  Diana Calixto's 2000 Jeep Grand Cherokee with 249,545 miles was towed in not running. There were several computer codes showing. Diana called with her father and asked that we start with the least expensive code to see if that would fix her problem, and the price agreed upon was $713. After we opened the engine up after 3 hours of work, we stopped as the motor is obviously totaled and worn out. We notified Diana of her situation and also that her bill was reduced to $585.91. Diana, tried to have the vehicle towed out of here without paying her bill which we did not allow. Her bill is still outstanding, and the Jeep is in storage. 

  Customer response

  10/02/2024

   
  Complaint: 22359773
  
  I am rejecting this response because: they are not telling the truth. They said it was the sensor problem and it would cost $585 after the attempt was made and they decided that wasn’t the problem they then said I was probably the timing Bellt and it had a lot of metal pieces in it!, but they weren’t for sure and it would cost $700plus. At that point I asked if they could stop guessing and not work on iit. If they had taken it all apart and fixed it with the sensors we wouldn’t be in this situation. I would have gathered money $585 for a fixed  vehicle not $541 for a non running vehicle a difference of $40 plus dollars! No sense in that at all. I did not try to tow the vehicle out of there, a tow company does not remove a car from a dealership unless a customer pays the dealer first then it can be towed. Also I paid for it to be towed there. I received no paperwork on an estimate, no paperwork on a diagnostic test. They stated they thought the problem was the sensors and I believed them because they are suppose to be professionals and knowledgeable specifically to jeeps. Two, because they accused me of trying to take my own non running vehicle, treated me horribly in costumer service by racially profiling me as a Hispanic woman. Third,  Scamming me for money I don’t have and knowing darn well I walked several times for a few miles to discuss/negotiate this ridiculous situation. Only to treat me with rudeness/disrespect when I asked for my key to get items. The first time was ok and I returned the key and the next time I had to be walked with by Chris as he argued with me to the vehicle. Then lied to by the manager and he said that was there policy not knowing I was given the key the first time. There are too many discrepancies in their words and a vast amount of rudeness and lies with the employees and dealership. It was a small situation that they have turn into a mess for a small amount of money  to them for profit. I’ve been told by other dealerships that they will do this to make any money. I don’t have $541 but I do have $200 for their service and explained this to them.  I’m on disability(ABD). Trusting in them was wrong and at this point I have no evidence that anything was done to this vehicle. For all I know, they may not have looked at my vehicle at all and just want money. They are a large dealership vs. a disabled Hispanic woman. And they are holding my vehicle.  *no paperwork on estimate/diagnosis, no invoice of work, treated with no respectable manners and accusing me of taking my non running vehicle without paying,, yelling and arguing while walking me to gather things out of vehicle, manager laughed when I spoke to him and was not sincere about anything.  No customer in my situation would pay them for this situation. I offered $200 for the service even at that point no paperwork. Bottom line is my vehicle is being held hostage. I need it to either trade in or sell for a running vehicle. I’ve had to walk or use public transport. I live in Seattle 2.5 hours away and need to solve this problem that is so minor to them and they now think is a funny, game. I’m willing to compromise and pay $200. They haven’t even made any gesture to compromise but only to make it worse by adding more lies to the situation with disrespect and rudeness. 
  
  Sincerely,
  
  Daina Calixto

  Business response

  10/05/2024

  We do not harass or discriminate here and that applies to our employees and customers. ZERO tolerance. Ms. Calixto stories do not make sense and seem to change or grow? No one at any shop would guarantee any unknown repair on a vehicle with 249,000 miles and this was made perfectly clear. As per her request and fathers, they wanted to start with the cheapest avenue to start with and hope for the best. We stopped work immediately when we realized there was no hope for this engine as any respectable shop would. 

  In the spirt of understanding Ms. Calixto's financial situation I will make a onetime exception and lower her bill to $300 flat. This bill can be paid in full Monday through Friday during normal business hours, and she must then make arrangements to have her vehicle removed as well. 

  Customer response

  10/09/2024

   
  Complaint: 22359773
  
  I am rejecting this response because:  I’d like my vehicle returned to me. I won’t receive my assistance until the 1st. So therefore I now have no funds until the first of the month. I disagree with what this business is saying and the truth is important. I will have $200 on the first and I’ll have to ask/borrow or sell things to get another hundred dollars to make the $300. Then I have to pay $125 to tow it out of there!  This has been a horrible experience with the service at this dealership. By the way my name is Daina not Diana. I’ve never been so disrespected and had a service be so dishonest. At this point I don’t believe my vehicle was even looked at. If you knew the high miles was a factor and it possibly needs a new engine, you should have stated that from the start. Suggesting a new motor instead of guessing the sensors then guessing the timing belt then not sure…… if you had the codes you should have let me know. You didn’t even give me an estimate in writing! Your estimate if you call it that was a guess.  So I guess you have my jeep until the 1st because I don’t have the funds and definitely will have to struggle to get $300! Wish I don’t agree with. 

  
  Sincerely,
  
  Daina Calixto

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I bought a 2021 Dodge Ram **** pick up back in June 2023 from Yakima Dodge Ram Chrysler. When I bought the truck I was shown multiple warranties for my truck since it had low mileage and I explained that warranty was very necessary because of the amount of miles I would be running the truck. They proceeded to show me the warranties and I chose to buy an extended 3 year 100, 000 mile warranty sold on the truck as is from the dealership, and they never explained that the truck I chose was chipped and DEF Deleted by the previous owner when filling out the paperwork. After not even 1 month of driving it it had to go back into the shop and only then did i find out that the warranty did not cover my truck, therefore this dealership broke the contractual agreement, made by seller for the truck was sold as is and no where on our contract does it state anything about this truck not being valid under the extended warranty due to it being chipped. The seller was deceitful and when I confronted the General Manager he was disrespectful and rude, he did not care that I, as a client, was upset and felt deceived by his dealership.. I had no choice but to get my truck fixed with them since it was already in their shop, they charged me over ***** dollars to fix it and it still gave me the exact same problems after one week of bringing it back home. Now it has been a total of almost three weeks in their mechanic department and they still have not a real answer as to what is wrong with it and they have told me again that the warranty will not work or cover any of the bills. I have lost so much time and money with this truck, I was lied to and belittled by the manager of this dealership and I continue to not have my truck and cannot work due to this situation.

  Customer response

  08/11/2023

  First of all I'd like to receive a refund of the initial charge of work done to the truck which was $2,022.85. I had taken the truck to Lithia in ********* which is a Dodge dealership in my area, I had them run the codes since the truck began to run weird. The mechanic there pulled codes for transmission issues but they were booked a little too far out so we took the truck back to the Dodge dealership in Yakima and relayed the message, however they completely dismissed my concern for the transmission and claimed there was gas in the diesel tank. So they claimed to repair it, yet less than a week later I had to return the truck back to the dealership in Yakima because of the exact same issue that was happening before I took it in the first time. 
  
  Now they have stated that this truck will not be fixed until the end of September since they found out that the transmission needs to be completely replaced. Now I am out of a vehicle for over one month and do not have a vehicle for work. It is crucial for me to have a pick up truck for work and i cannot afford a rental for a truck at this moment since i have been out of work for a month now, rentals start at $120/day in my area. 
  
  Today I called Dodge Corporate in ******** and they informed me that this truck has two different recalls for the transmission that were sent out before I purchased this truck, the dealership failed to give me this information or fix this situation before selling it. 
  
  Please let me know if there is anything else needed from me at the moment, thank you.
  

  
  

  Business response

  08/12/2023

  Please see attached 13 documents. 

  Regarding the 2021 Ram **** VIN. ***************** was sold in pristine condition on 5/19/23 with ****** miles. ********************** partner specifically requested to have the programmer enabled as he stated its on the truck so he wanted it enabled which we did at his request. On 7/19/23 this truck was brought into the dealership blowing smoke and running extremely rough, see attached document. Gasoline fuel had been added to the diesel fuel and contaminated the entire system. Abuse or neglect is not a warranty item and they did have to pay for said repairs. The vehicle is now back at the dealership with a transmission issue and the warranty coverage in question is paying for a new $7,000 transmission. Regarding ***************** comments about being rude she may have selective memory? It was her who was yelling and demanding we fix her truck under warranty when it was (THEY) who put gasoline in the diesel fuel tank. I simply replied to ****************** that there was no need to yell and talk down to us, at that point she refused to stop so I directed the conversation to her father who understood the situation and what had transpired. I also personally told both ****************** and her father that the  warranty does not cover abuse or neglect such as their gasoline incident or using the programmer to over boost the manufacturer's designed performance. ************************ father was cordial and in agreement and understood. 

  Customer response

  08/12/2023

   
  Complaint: 20436575
  
  I am rejecting this response because:

  When this truck was sold to me it had two different recalls for an entire transmission change (definitely not in "pristine condition"), that I only came to find out about because I decided to call the Headquarters of Dodge located in ******** myself, since this dealership has put me in a critical financial position. This truck was sold to me without notice of these recalls and without ever discussing what a truck being "chipped" meant. My partner asked the agent that sold us this truck what the monitor near the steering wheel was, he responded with "let me go find out" he later told us it was just to look at the diagnostics of our truck, that was it, they then proceeded to show us warranties that technically do not cover our vehicle due to it being "chipped", which now we know was the monitor above the steering wheel. When I confronted their general manager, I was upset about the money I had invested into a vehicle that not even three entire weeks after driving it off their parking lot was giving me MAJOR issues. The manager flung his arms into the air and told me " I do not care if you spent $6,000 or $60,000 in my dealership it beats me." Then proceeded to avoid eye contact with me or my father and spoke through the translator to my father only. My father understands English but due to the circumstances and how uncomfortable the manager made the situation we requested a translator for him to make sure nothing was miscommunicated. ****, the financial advisor was present for this entire situation since he was the one translating, he saw this transpire throughout the time we were there. Now again, my truck is in their body shop waiting to be fixed, they claim that I put gasoline in the diesel tank, but before I even took it to get checked out through them, I took my truck to the Dodge in ********* where an agent from the service department checked it out and told me and my partner that there was something wrong with the transmission. I have proof of this, and this agent is willing to come forward and testify what I am saying is true. I took this information and told their service department what i was told back in the Doge in *********, they completely disregarded that information and told me there was Gasoline in my diesel tank, they even called me and told me they had proof the gasoline, which was very strange for them to word it that way but i proceeded to have them fix and pay without hesitations since that is not covered by the service agreement. I picked up my truck and not even a week later it is giving me the exact same issues, meaning my truck was never fixed and the "gasoline" that was in the tank was never the problem to begin with. Now i have to wait an entire month to receive my truck back. I am paying $900/month for a vehicle I cannot use. It is crucial for me to have a pickup truck for work and without one I am not able too. I have been out of work for weeks now and all the general manager can do is shrug his shoulders and throw his hands in the air. They have also failed to call in a claim for me to be able to use a rental vehicle through my service agreement, so now i cannot even use my warrantee to help out with the car rental payment.

  This dealership has completely failed me as a buyer. They failed to tell me about the "chip" and two different recalls which were supposed to be handled before this truck is even seen by any clients. I hope this spreads awareness and does not happen to anyone else. 

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

  Business response

  08/19/2023

  It is our intent and purpose to have happy customers. You purchased this truck clearly because it was so pristine, our before pictures versus current pictures show clear abuse both mechanically and physically.  Hopefully now, after your transmission is replaced, you will have many happy miles with no issues. ******************* can and will break depending on its use. Recalls are an unfortunate but needed inconvenience of owning any vehicle. Currently the factory doesn't have parts for this recall, however when the parts become available the factory will notify you. If at any time you are still unhappy with this truck, we will happily take it back in trade. We wish you the best going forward. 

  Customer response

  08/23/2023

  Complaint: 20436575
  
  I am rejecting this response because:

  
  The only "pristine" part of this truck was the outside physical aspect of it. It had two recalls while it was on display for buyers to view, therefore this truck was not in "pristine condition", and I have proof of this from the headquarters in ********. There is no possible way this truck was damaged from my end; I use this vehicle for work so there will be a couple of dings and scratches around it but that is about it. The manager of this dealership has completely disregarded my concerns and does not care to deal with the situation they have put me in financially. Throughout these messages my concerns have not been addressed. They know where they have failed but will not own up to it. I am paying $200/day for a truck rental and have invoices of this. I am on my 3rd consecutive week of paying this rental truck on top of my almost $900 monthly payment for a truck I have owned since June but have only drove around for about 3 weeks since they have had it in their service department for the other rest of the time. This truck has been in their service department a total of 5 weeks altogether, I have proof and receipts of all of this. I am in great need of this truck needing to be fixed as soon as possible and help with the rental payments. I had to contact the headquarters of Ram in order to get my transmission part expedited, otherwise I would have had to wait until the end of September according to this dealership. The manager of this institution is arrogant and belittling, I hope no one has to deal or encounter this situation and financial burden I am in due to this dealership.

  I really hope my truck is fixed soon and I no longer have to deal with this dealership. I will say though that the service department has been very helpful and understanding. 
  
  Sincerely,
  
  *****************************************

*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. ↩