Customer ReviewsforKey Chrysler Jeep & Dodge, Inc.

Our company utilized the repair shop at Key Chrysler Jeep & Dodge on our 2011 Dodge Ram 1500. The truck would not start. The service center had our vehicle for over a week before determining that the TIPM unit required replacement. The unit was replaced and the following day, the vehicle had numerous electrical issues. The repair was more than $1800. We took the truck to another dealership for evaluation. As it turned out, the TIPM was programmed incorrectly as well as the control harness for the TIPM had broken connectors requiring the service center to replace the TIPM control harness. While errors can happen, we expected that the vehicle be diagnosed promptly and accurately. Because this was a company vehicle and a critical component in our operations, the downtime caused a serious backup in our required work. We have elected to utilize a different service center for our maintenance and service requirements.

Customer brought this vehicle into our Service Department on 5-25-2021 under the name Leilani H******. Our Repair Order create (start) date was 5-25-21 and invoice (completion) date was 6-17-21. The TIPM (Totally Integrated Power Module) we found it needed after extensive diagnostics was on backorder, we ordered it on 6-4-21 and received it on 6-14-21, 10 days later. The 16 working days we had it included extensive diagnostics time (including sifting through all of the hanging/misrouted and previously manipulated wiring), 10 days waiting on the part, then pulling the customer's truck back in within a day or two of receiving the new TIPM (tech had to finish the vehicle closest to being done of the two in his two stalls that he started on while waiting for this customer's TIPM to come in), installation and programming of TIPM, and re-test and make final wiring checks and repairs after circuit powers restored with new TIPM.

This vehicle is a commercially used (apartment complex maintenance) including as a plow vehicle 2011 Ram 1500 with in excess of 170,000 miles on the odometer. It is a Canadian market/sold vehicle. Current Stellantis info in COIN shows current owner as ******************, VIP shows ******************. out of Calgary Canada as current owner, and Carfax shows was up for sale (with a flag for MILEAGE INCONSISTENCY) at *********** **** as of 7-22-2021, 13 days ago. Carfax also shows it was serviced at Evans for an electrical issue on 6-23-2021 and again for an electrical issue, after they apparently took it in on trade from the customer, on 7-29-2021, 6 days ago (This BBB complaint was filed by this customer on 8-3-2021, 12 days after it showed for sale at *********** ****).

When it was initially scheduled and came in the customer advised us that his mechanic was unable to fix the no crank no start condition after spending time working on it/trying to diagnose it. Upon our tech pulling it into the shop he immediately noticed several wires hanging down from the area of the center of the dash, and several of the connectors in the engine harness near the TIPM were brittle/damaged due to weathering from plowing and prior manipulation from apparent testing and/or during plow wiring install (plow wires were spread out and not properly routed/loomed). Our Shop Foreman (Ram Certified Master technician with 25+ years experience) and another of our certified techs worked together to diagnose the vehicle and replace the TIPM, repair/tighten 2 fuel pump to TIPM wires and repaired a few connectors as needed and as best as possible to get vehicle running. We did not go through the rest of the wiring/connectors that were not affecting the vehicle and that involved other unrelated circuits. Our Service Advisor did advise the customer when he called and advised him of the the work we found it needed that there were wires hanging down improperly routed/loomed and customer said he knew about them and not to worry about it.

Ultimately we ended up with far more time invested in this repair than we charged the customer. Also the customer never alerted us to any issues at any time after the repairs were completed here giving us no opportunity to check our work or verify any issue. At this point we do not know if the vehicle still has problems or not, and we don't know if the customer still owns it. We would like to hear from the customer if possible for more details, and to see if there is anything we can do further to help.