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A BBB Accredited Business since
BBB has determined that Champion Chrysler Jeep Dodge meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Champion Chrysler Jeep Dodge include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 23 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||18|
|Total Closed Complaints||23|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
This business is in an industry that may require professional licensing, bonding
or registration. BBB encourages you to check with the appropriate agency to be certain
any requirements are currently being met.
These agencies may include:
Bureau of Motor Vehicles
100 N. Senate Avenue, Indianapolis IN 46204
Phone Number: (317) 233-6000
Type of Entity
Business ManagementMr. Fernando Falcon, General Manager Ms. Katherine Doering, Controller Mr. Art Hesselious, Service Manager Mr. Steve Pardue, General Sales Manager
Auto Dealers - New Cars Auto Dealers - Used Cars AUTO REPAIR & SERVICE New Car Dealers (NAICS: 441110)
Alternate Business NamesCarmel Chrysler Jeep Dodge
Industry TipsAs Is Vehicle Purchasing Auto Repair Tips
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Additional Phone Numbers
- (877) 931-6200(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
|10/31/2013||Problems with Product/Service|
Problems with Product/Service
Read Complaint Details
Complaint: On 10/22/12 I had Champion service department replace the clutch in our 2008 Jeep Wrangler, picked up vehicle on 10/24/12. On 11/12/12 I returned to the service department with concern over noise and performance of clutch. After the service tech tried blaming the driveshaft for the noise, we agreed that the throw out bearing (part of the clutch) had failed and replacement part ordered. On 11/15/12, returned to Champion to have new throw out bearing installed. On 12/03/12 I returned to Champion with same concern over noise and performance of clutch, found throw out bearing faulty again and ordered part. On 12/05/12 I returned to Champion to have new part installed. On 12/10/12 I returned to Champion with concern over clutch performance and an apparent leak coming from slave cylinder, parts were ordered. On 12/14/12, work was completed and vehicle picked up on 12/15/12 only to find slave cylinder hadn't been bled and there wasn't any resistance in clutch pedal. Since rental car had been returned and service department now closed, drove vehicle home. Tried contacting service manager and after calls went unreturned, was able to make contact at the end of the day on 12/17/12. Returned to Champion on 12/18/12 to have different technician completely redo all clutch work previously performed. Work finally completed and vehicle picked up on 12/28/12. Clutch was acceptable for about a month and then started making noise again and clutch pedal still feels spongy. After expressing concern over excessive heat coming from floor pan of vehicle found two (2) heat shields were damaged while clutch work was performed and I bought replacement parts from another dealership. Found a bolt laying on top of the transmission skid plate after hearing a metallic noise, appears to have fallen out of transmission. Have a witness that states he observed the technician, who originally installed clutch, not following proper procedures while installing causing the damage that lead to the follow up visits. On 3/25/13, went to Champion to get the "free" oil change that they had offered me for all my inconvenience (which they charged me for) and had them also perform the coolant flush/fill maintenance and informed the service advisor that the clutch still wasn't right. After returning from vacation (drove Jeep to FL), found that there were holes in the heater hoses. Bought new hoses from different dealership and took to independent service shop to have replaced. They found the retaining ring for the heater hoses had been removed and hoses were laying on tube on top of the upper plenum causing holes to be worn in hoses
Desired Settlement: I would like a refund of $1338.98 for the clutch install that still isn't correct, $79.78 for the heat shields that they damaged, $71.60 for the heater hoses they left laying in wrong position causing damage to them. Totaling $1490.36. Should an agreement not be reached and this situation continue to litigation, I will be seeking the labor costs to repair their damage, my time and fuel costs, as well as the replacement costs and cleaning expenses due to the oil spilled on the various parts of the vehicle during oil changes as well as any court costs and legal fees
In response to Mrs. ************** BBB complaint:
Mrs. ************** 2002 Jeep Liberty with 178089 miles on it was towed in to Champion on 3/6/13 in a non-drivable state. We diagnosed the drivability issue and found that a wrong size tire had been installed on the vehicle which triggered a chain of mechanical and electrical failures. There were recommendations made at that time in addition to that repair that we had observed on the vehicle. There was an issue of cost for the customer so not all of the recommended repairs were authorized. These recommendations were from our free inspection process. We were not asked nor aware of any other issues that customer wanted us to “diagnose”. Concessions were made and we performed the bare necessary repairs to get the vehicle safely back on the road. We performed our labor at $90 an hour as opposed to the normal $110 an hour. We also provided a company vehicle for her to drive at no cost. As you can see from the repair order, we were diligent in keeping customer well informed and often. Upon picking her vehicle up, Mrs. ************** asked me about the fifth tire she had authorized and did not receive. Originally all tire replacements were declined and then after some time, we were authorized to replace the tires. I accepted that it was partly Champion’s responsibility on the communication of the tires. I Offered to pay for half of the tire and not charge at all for mounting and balancing of the tire. When she returned for the tire, we had recommended that she replace the upper control arm bushings for the rear were in need of being replaced. This can be seen on the inspection report provided. I received a call from Mrs. ************** about a week ago when she had stated that there was noise in the rear of the vehicle and that two shops had advised her that the differential we had installed had no fluid in it; thus, causing her noise. I have never read those reports from the other shops. I immediately offered for her to bring the vehicle back in for us to inspect. As seen in the photos provided, the level of fluid was to the exact level of what it should be. The noise was coming from the upper control arm bushings as we had previously advised. Those bushings were never touched by Champion and as the pictures show, they have decayed over years and are in bad shape. Champion has made every effort to provide exceptional service in our communication, pricing, transportation, and communication. There certainly is a repair that is in need, but it has been declined twice now and is not a result of anything that Champion has touched on this vehicle.
Service and Parts Director
Champion Chrysler Jeep Dodge Ram
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 9575842, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
In response to a few things Mr. ***** mentioned. The vehicle does have a lift and larger than stock tires and does get used off road occasionally as well as the daily driven work vehicle. The incident that originally led me to Champion to have the clutch replaced was an off-roading event. The single offer to upgrade to aftermarket clutch parts was only mentioned after several attempts to correctly complete the original install. Had I made the choice to have them install the aftermarket parts, it would have been at my expense, which I had already paid them to do perform a job that they hadn't done properly, and it would have voided the Chrysler lifetime powertrain warranty. And since Mr. *****'s service department had already violated the Magnuson Moss Warranty Act 15 U.S.C. by refusing to warranty an axle seal without attempting to prove modifications were the cause of the seal failure, I don't have faith that Mr. ***** would honor any work on such aftermarket parts. As to a "sealed" clutch unit, to my knowledge, there isn't one available from Chrysler (or anyone) for the 2007 and newer Jeep Wranglers, and the issue doesn't stem from weak OEM parts as much as it does the lack of attention to detail and improper techniques used to install them
As far as the offer on 03/05/13 by Mr. ***** to pull the transmission and inspect it being declined by myself, that is correct. After giving them several attempts to properly do a job that I had paid them to do and damage being inflicted to my vehicle, I feel that I have gone above and beyond in giving them the opportunity to "prove" that they are capable of doing the repairs, rather they have "disproved" themselves. I offered to let them refund the clutch install price and the price I paid for the parts that they damaged while doing the repairs repeatedly. Contacting the BBB is a final effort on my part to allow them to do the right thing and to avoid going to court.
As to the '"free" oil change, thank you but I will pass on that offer. As I mentioned before, I usually end up with oil spilled on various parts of my vehicle by the technicians, such as the interior, the bumper lights, the hood, the winch.
4505 Want 96th Street • Indlanapolle, IN. 46268 • (317) 872.8200 - Fax: (317) 384-1094
4505 Want 96th Street • Indlanapolle, IN. 46268 • (317) 872.8200 - Fax: (317) 384-1094
July 19, 2013
Better Business Bureau Complaint ID*******In response to the rebuttal from Mr. ******, our General Manager **** *********** met with Mr. ******. Mr. ****** accepted a goodwill offer of $700.00 to settle this claim. A copy of this settlement check follows.
********* ** *******
BBB's Final Determination: Consumer accepted resolution offered by the business.
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