Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/13/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After submitting a survey based on customer satisfaction I received a phone call from the head of the service department. He then proceeds to guilt trip me based on my answered survey. He was not happy about what I put down regarding their poor service on my car. He said I was banned from the dealership and could not get my car serviced. I bought a extended warranty witch states this dealership is responsible for my car up to ******* miles including service and maintenance. The head of the service department is abusing his power and violating my contract for the extended coverage on my car.

  

  Business Response

  Date: 02/26/2024

  To whom it may concern,
  *********************** came in for a basic maintenance visit on February 6th, 2024 at 4:44pm.  ************** request** an oil change and tire rotation and made us aware of a check engine light that was illuminat** on his *******.  ************ Service Advisor, *************************, made ************** aware that the ******* could not be diagnos** for issues it was experiencing at that time of the afternoon nor using the ************.  Repairs are taken care of by the repair portion of our service department.  ****** took care of Mr.****** ******* while he and his companion left to eat close by.  ************** was contact** when the ******* was complet** and he arriv** to pick it up.  He spoke to another Service Advisor to sch**ule an appointment for his other issues.  Never did he object to anything that he was explain** or that he got sch**ul**. ************** respond** to a manufactures sent survey about his experience at the dealership.  Mr. ****** answers were all as low as he could record.  The result was a score of 49 out of 1000 and he claim** the staff was rude to him.  I call** and spoke with ************** and ask** if he could explain what had happen** that would ****** such a low score.  He explain** nothing was wrong with the visit and hadnt been mistreat** but the fact that he had to wait so long for an appointment was unacceptable. I apologiz** and explain** that the survey was for his experience and for ******* performance that day. ************** then began to escalate the conversation and stat** that he didnt care about how it affect** employees and that he wouldnt be guilt-** into changing his survey.  I inform** him that I wasnt asking for him to do that and that he could not change the survey, but that I want** to find out what happen**. At this point he was difficult to communicate with and I offer** that he could find another dealership to seek help with his car if we are that bad.  He was quick to insult my sensitivity and ask** if I was banning him. I said no but that it didnt make any sense for him to come to us when he felt we are so rude and dont care about him as he had stat** earlier in the conversation. The call went on getting worse and worse so ************** was inform** that he would no longer be welcome at the dealership and that he ne**** to find somewhere else to have his car servic**. He ask** again if he was being bann** and I said this time, yes, yes you are. Offering to help people who are appreciative of your efforts is easy and we are more than willing to do so. Helping those who are in difficult positions and may even be difficult to deal with will get our help because thats what it means to serve others. Being li** about, insult**, and be expect** to take this behavior is something we dont have to and wont. ***************** contract and warranty can be honor** elsewhere.
  *******************
  Service Department Director

  Customer Answer

  Date: 02/27/2024

   
  Complaint: 21287389
  
  I am rejecting this response. The information provided is not accurate. The check engine lights were not present when being serviced. I only requested an oil change. 
  

  I bought four tires with life time warranties and rotation. Christophers Dodge Ram is not upholding their promise of a lifetime warranty. 
  

  Christophers Dodge Ram has devalued my extended service contract. They were my authorized service provider outlined in the contract.

  The phone call only lasted 25 seconds. The person was quite upset about my survey. I was uncomfortable with his tone and choice of words. I quickly hung up as I did not feel comfortable talking to some who was thought to be a professional. 
  

  My review accurately describes my experience and services received. My new windshield wipers were streaking, trash was left in my car, fluids such as coolant and wiper wash were low. I was also undercharged and I promptly fixed the issue the next day. 
  

  I was asked to complete the survey so they could make improvements in their service process. Instead I have been outcasted and devalued. Christophers Dodge Ram has let me down. I am scammed out of the lifetime warranty on my tires and scammed on my extended warranty. 
  
  Christophers Dodge Ram has done very little to make things right. 
  Sincerely,
  
  *******************

• Initial Complaint

  Date:02/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Took my truck into Christopher Dodge in Golden for recall, oil change, alignment, and fuel filter change. In speaking with the advisor ***** (who was very nice) she said they would install my LED light bulbs if I brought them in. Dropped car off Saturday for Monday appointment. On Monday I called at 4 pm to see the status of my truck. Told me they were still working on it but wouldn't get it back until Tuesday. On Tuesday I get a notification that my truck now needs new head lights as BOTH tabs holding them in are broken. Again no call. I decline requests and go in to speak with **** the service manager about what happened. He said they tried to install the head lights but they wouldn't work in my truck. While trying to install the lights tech noticed the tabs were broken. I asked how could the tabs break he said from over tightening them. I told him the only repair shop to ever touch my truck was them, nobody has ever touched it but them? And once the tech discovered the broken tabs why would I have not received a phone call BEFORE trying to install the new bulbs??? He said he couldn't answer that but they definitely didn't break them? I said you don't see any issues with this. No we didn't break them. This will be the last time they ever touch my truck again and I have all my vehicles serviced to exactly what the manufacturer asks. I hope the 2k was worth losing the rest of my service. I already informed my *********** who each bought their diesel from Christopher's Dodge Ram in Golden and they both said thanks they won't be going back now either. STAY FAR FROM THEIR SERVICE SHOP. THEY ARE CROOKED. Take a look for yourself. Again if I was a tech and noticed something wrong with a part I was about to touch I would have notified them BEFORE I touched the part. You be the judge?? They take pictures of the whole truck when you drop it off. Look at those and compare it to how my lights

  

  Business Response

  Date: 02/08/2024

  ****************** brought his vehicle into the ****************** and stated he wanted his own (customer supplied) headlights installed.  We removed the headlamp housings and tried to install his bulbs.  They would not power on when plugged into the headlamp wiring harness.  While removing the housings, we also found that the mounting tabs were broken.  At that time, we advised the customer of our findings and supplied an estimate for replacement.  ****************** declined to have the housings replaced at that time.  We did not charge the customer anything for removal of the headlamp housings or installation of the LED bulbs that the customer supplied that didnt work, nor the time/labor it took to reinstall the factory bulbs and to reinstall the housings.  We did apologies for the time it took and only charged the customer for the other repairs that were agreed upon.  His total bill was $1,440.40.  Not sure where his disputed amount of $1350.00 came from.

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21242626
  
  I am rejecting this response because:

  In speaking with their service manager the only way the clamps break is if someone tightens them too much.  I asked them so driving on rough roads wouldn't break them they said no someone had to touch them.  The ONLY dealership that has ever touched my headlights or maintained my truck is Christopher Dodge.  They never once called me to explain the situation,  they only sent me a text to repair my now broken lights.  That is when I called and had the conversation with the tech.  Why any honest dealership proceed to work on a part with out first notifying the customer?  Before I try to install your bulbs were you aware that they were broke am I ok to proceed?  In speaking with other dealerships they also confirmed the tabs don't break on there own.  Somebody broke them.  Again the ONLY people to ever touch my truck was Christopher Dodge.  

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

• Initial Complaint

  Date:12/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my vehicle to the dealership they ran a diagnostic & charged me just under $4,000 To fix everything they said was wrong with it.Three days later my vehicle died and now theyre telling me that its going to be $9,500 before taxes to fix. This feels like robbery how do you fix my car and less then 72 hours later it dies and now its going to be an additional $9,500 before taxes

  

  Business Response

  Date: 12/16/2023

  We are incredibly sorry how things have transpired with this customers ******* mile 2017 Dodge Journey.  We understand how difficult vehicle expenses can be. This vehicle was originally towed to Christophers Dodge Ram for the Throttle Control warning light being illuminated due to the throttle body seeing a calibration error. Unfortunately, this is slightly common for this engine. We performed extensive diagnosis for this concern and again, found that the throttle body needed replaced due to the calibration error causing the warning light to come on. We also performed a free vehicle inspection and found that spark plugs were out of spec and needed to be replaced, the engine air filter was dirty and needed to be replaced, an oil change was needed as the change engine oil message was on the dash, both front axle shafts were noisy and needed to be replaced, there were burnt headlamp bulbs that were in need of replacement.  Christophers Dodge Ram also noted there was still front end noise from multiple areas including the front sway bar bushings and links that the customer declined to have replaced. Again, these were items that we found upon the free vehicle inspection that is offered to each and every customer. This vehicle was picked up on 11.16.23 and then brought back on 11.29.23, 13 days and 350 miles later. Once the vehicle returned, we agreed to perform an initial inspection, at no charge, for this customer to provide any and all help we could offer. The oil level is correct and clean (with what looks like debris from an internal engine failure)and the engine is making noise from the upper end of the engine. Unfortunately,this is not caused by replacing the throttle body. Something has failed internally in the engine. We did not diagnose the entire vehicle, but only diagnosed the concern that was presented and provided an estimate for repairs for items we found upon vehicle inspection.

  Customer Answer

  Date: 12/17/2023

   
  Complaint: 21002654
  
  I am rejecting this response because: they are flat out lying in their response I never rejected anything they said needed to be fixed with the vehicle. Please ask them to show you proof that I rejected anything.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/24/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a complaint against Christopher's Ram, where I had my car serviced on June 21st, 2023. I was charged $490.77 on my credit card, although the total bill was $475.32. I was not informed about any additional charges at the time of payment, and there was no note on the premises indicating such charges. When I called the dealership to inquire about the discrepancy, they informed me that a new law in ******** allows them to charge 3.5% extra for credit card payments.My complaint is twofold. Firstly, I am unsure whether Christopher's Ram was allowed to charge me extra on June 21st, as I was not informed about any additional charges before making the payment. Secondly, I believe that the new law allowing such charges is not due to come into effect until July 2nd, and is capped at 2%.I would appreciate it if you could investigate this matter and take appropriate action to ensure that Christopher's Ram is in compliance with state laws regarding credit card transactions. Thank you for your attention to this matter.

  

  Business Response

  Date: 06/26/2023

  The customer must not have been looking. We have numerous signs/advisements posted regarding the card fee. I have attached as many pictures as I was allowed of this. One of the pictures is a screen shot from phone of a different notice in each picture. I do not know why the customer did not see any of these 30 plus signs. I also believe our Service Advisor and the cashier would have said something as well.

  Customer Answer

  Date: 06/26/2023

   
  Complaint: 20232011
  
  I am rejecting this response because:
  The cashier and advisor did not mention the surcharge at the time of purchase.

  Moreover, the law doesn't allow the surcharge until July 2nd, and it is capped at 2%, not 3.5%.

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

  

  Business Response

  Date: 07/27/2023

  Notices are posted throughout our business including cashiers and service advisor desks. This law went into effect on July 2, 2022 "C.R.S. 5-2-212, Businesses may now charge credit card customers a surcharge up to either (i) 2% of the transaction price, or (ii) the actual costs the business pays for processing. The surcharge must be disclosed and billed separately. With the amendment, ******** joins all but a small handful of states in allowing such surcharges. Businesses are allowed to Charge 2% or the actual amount hat they pay in for processing.". We were charging ****% and a few weeks ago it dropped to 3% as the processing fee we pay is now lower. I am sorry this customer missed the numerous postings around the business including where she paid. As I was not standing there when she paid I can only state procedure is to point out this fee.

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20232011
  
  According to the law, businesses were permitted to charge an additional fee for credit card payments after June 21st, but only up to a maximum of 2%. However, I have noticed that I was charged over 3% for my transaction, even before that specified date.
  
  One factor contributing to this oversight is the abundance of marketing materials displayed throughout the business premises, which is typical for any car dealership. Consequently, it was easy to overlook any signage indicating an extra charge for credit card payments.
  
  To exacerbate the situation, the service advisor who assisted me failed to mention anything about the additional charges before the service was performed. Given that the service costs exceeded one hundred dollars, it would have been appropriate for the advisor to inform me of the extra fees so that I could have made necessary arrangements for payment.
  
  Furthermore, when I proceeded to pay at the cashier, I was not informed about the supplementary charges before they were added to my card. Only after leaving the dealership and reviewing my order did I notice the discrepancy. Immediately recognizing the error, I contacted your establishment within an hour to address the issue. Still, I was informed that I had no recourse and had to accept the charges as they stood.
  
  I believe that these actions are not in line with fair business practices and customer service standards. It is unreasonable to expect customers to bear the burden of unauthorized charges that could have easily been avoided with proper communication from their staff.
  
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  From my experience this is by far one of the worst representations of *********** I've ever personally experienced. I own my vehicle. I took it there to have a look at some warranty work that was done. They used my warranty just to flip parts instead of getting to the bottom of the problem (blowing new driveshafts after only 4-6 months). They even got me buy parts that had absolutely nothing to do with solving my issues 557.12$ (found out after the fact).The lack of communication from the service manager (****) was horrible and after everything they've put us through, I'm back to square 1. Once again I'm 4-6 months in about to lose my 3rd driveshaft which they put on and is rusted out front to back leaking at every U joint *** has metal shavings and build around the seal where the 2 piece driveshaft meets in the middle (pictures included). I'm being told to just take my business elsewhere. That's not a problem but, when I attempted to collect all of my paperwork/service history I was only given bits in pieces with missing info including the the read out for full diagnostics that were ran by 3 different service techs + **** that was paid for in the beginning and the white substance found when servicing my differential **** personally told me they found. None of which is in my paperwork?? I confronted ****** (The General Manager) about the situation especially the paperwork gaps and missing info even showed him pictures of the drive shaft they're leaving me with completely unsatisfied since the day after it was installed. His response and I quote was "that's because it was services that were performed 4 to 6 months ago We're not not gonna give you anything except what I've sent over. You can take your business elsewhere"

  

  Business Response

  Date: 01/16/2023

  This customer came to ******************************************* Ram for a concern with a CHECK ENGINE LIGHT and a VIBRATION AT ALL SPEEDS AND WHEN ACCELERATING FROM A STOP per invoice number 453444.  *** initial diagnosis for the check engine light was to replace the leaking emission components that were causing the light to illuminate.  *** service advisor called the customers supplied third-party service contract and was advised, after several calls and being on hold for over three hours at a time, that these components are not covered under the service contract the customer supplied.  ************ contract was not purchased or sold to the customer from ******************************************* Ram. This was not to repair a vibration concern, but was to repair the CHECK ENGINE LIGHT concern that the customer authorized ******************************************* Ram (CDR) to have diagnosed as well as repaired.  *** CHECK ENGINE LIGHT is not illuminated any further. 
  
  *** concern with the vibration was diagnosed as the rear driveshaft needing to be replaced.  CDR had to order the parts for this to be repaired.  This component was previously replaced at *********************************** in ******, ** per invoice number 265139.  Once the vibration concern was diagnosed as the failed rear driveshaft, and ************** supplied the invoice showing that this was replaced at the dealer in *****, CDR was able to perform a parts warranty for this repair.  This was not charged to the customer or the service contract as RAM/MOPAR covered this ****************** the parts arrived CDR scheduled the driveshaft to be replaced per invoice number 454444.  Again,this was no cost to the customer as RAM/MOPAR paid to have this replaced under a failed part warranty.  At that time the Service Manager, was involved to help this customer.  He was in constant contact with the customer during this repair and even went as far as having the customer test drive the vehicle after the repairs were made with him to verify the vibration was eliminated.  *** customer agreed that the vibration was gone after the test drive was completed.  
  
  *** customer then called back stating that there is again a vibration and that the front driveshaft needs to be again replaced.  *** vehicle was brought back in per invoice number ****** on September 14th **************************************************************************************************************************************************** clunk to be felt.  ****************** was also involved with test drives and were not able to duplicate the customers concern.  As a goodwill gesture for the customer CDR performed a rear differential service, at no cost to the customer,to inspect the rear axle as this may cause this type of clunk.  Upon inspection, the rear differential was free of any metal contaminates and all gear spacing was within spec.  Again, this was a goodwill gesture and there was no cost to the the customer. 
  
  During the times ************** has been to CDR, he has been extremely difficult to help.  He wants to argue with staff, wants his vehicle repaired the moment its dropped off even after CDR advises him that the appointment time is a drop off time and makes complaints to the ** for items that are false.  He consistently states that the driveshaft is broken yet CDR was only able to verify once that there was indeed an issue with the driveshaft and it was replaced under warranty from the part supplier MOPAR.  ***re was no charge to the customer for this repair.  On Tuesday, he came in and spoke with the service manager about the issues that he was having.  *** service manager tried to explain several times that if there was still an issue, we would be happy to again perform diagnosis for his concern.  *** customer stated that he did not want to schedule anything at this time but simply wanted to voice his frustration.  *** customer stated that CDR replaced emission components to repair the vibration/clunk issue he was having but when the service manager tried to explain that this was due to the check engine light he had on, the customer left stating that you will pay for this and walked out of the office. 
  
  *** only repairs that the customer has paid for was to replace the leaking emission components that were causing the Check Engine Light to illuminate.  *** Check Engine Light is no longer illuminated and has not come on since those components were replaced.  CDR will not be refunding any money to the customer as the repairs he authorized repaired the customers concern.

  Customer Answer

  Date: 02/21/2023

  In regards to complaint # ********
  
  Apologies, I was unable to provide an update as I was still waiting Back from auto Dodge where my truck is being serviced. I re reguards to everything that they replied or responded to the complaint that's all lies heres the proof. The new place (Mopar Ram same as them) is saying that that drive shaft should have been replaced last summer when its starting having issues leaks ect. That drive shaft is in terrible shape and you can see it visually feel it while you're driving. I'm being told that because Christopher Dodge chose not to properly diagnose my problem which instead they just chose to use my warranty throw another drive shaft  knowing that it had already been replaced previously only 4-6 months back. That drive shaft is already on order and will be replaced on the 27th of this month but, they are saying because I have been driving like this for this long. It might have actually have some transmission issues ( Christopher Dodge ********* said it was good) I might have always had transmission issues and they may have just gotten a lot worse when they could have been properly diagnosed. Christopher Dodge just chose to use and abuse my warranty. As far as the check engine light goes, that check engine light and my drive shaft were supposed to be hand-in-hand as all of my problems came at the same time I paid to run full diagnostics on the truck and I made them aware that this wasn't the 1st time I was having these same issues I made them aware that this drive shaft had been replaced in ***** recently and it was already looking bad which they agreed. Instead of running diagnostics on why this is happening which I paid for they just threw another drive shaft in there *** get the check to engine turned off. Had they actually ran diagnostics they would have gotten to the bottom of why I was blowing drive shafts and I  definitely wouldn't be in the situation that I'm in right now.
  

  
  

  

  Business Response

  Date: 03/03/2023

  First off the proper diagnosis procedure was followed and the manufacture had provided a fix for the description of his problem which was performed previously by a dealer in another state and then by us. After our repair the issue appeared to have been eliminated. Second the check engine light was also on and needed repaired. That is what he agreed to pay for after his service contract company declined. I am sorry this customer is not happy with the repairs. The driveshaft we replaced was covered by the parts warranty that Mopar provides for its customers. We wish this customer all the best in the future.

  Customer Answer

  Date: 03/08/2023

  Complaint: 18718044

  
  

  I am rejecting this response because:

  I willI went in there and paid them full diagnostic price to tell me why I was blowing dry shafts as I was under the assumption that the pool back from my truck the vibration the drive shaft and the check engine light were all one in the same problem. Had ***** been honest with me from the very beginning and just told me the truth instead of telling me that by replacing my esome switch and my purge valve I would completely eliminate the vibration guaranteed that's where it was coming from. I still had and have that vibration from the day both of these parts were replaced While they were able to turn off a check engine light they did not solve any of my problems. I was told that the drive shaft was all because ***** never actually replaced the drive shaft I was told this by ****** and *********************** I was told that the drive shaft looked rusted it out like it had never been replaced before and that was the assumption Even though they had the paperwork showing that had been replaced right in front of them. I was told that if they did maybe it was just a bad install and that's why the car your bearing was giving me the problems. I told them that there had to be another reason this was my 2nd driveshaft. They went ahead and put the drive shaft in Knowing that I had already expressed my concerns with it. This time I was only 4 months before I started losing this drive shaft I visibly showed this company pictures of the rusted out drive shaft that looked just like the one that they told me had not been replaced previously by *****. I showed them the pictures of the * joints under warranty that were leaking from the drive shaft. They blew me off at every corner and basically told me to take my business elsewhere after seeing the drive shaft that they put on my truck. That drive shaft has to be replaced Again and the truck has to go to a transmission specialist it should have already went to a transmission specialist with you guys. We should have ran full diagnostics on the back half of that truck from the very beginning instead of using my warranty just to put a new drive shaft in and blaming it on the last company. Furthermore I've already been reached out to since leaving my review by other customers that are having similar problems with them asking me what I ended up doing or what ended up happening with my truck. It's a shame I had to tell them probably the same thing that's gonna happen with their vehicle absolutely nothing. This is a terrible representation of Dodge ram. As soon as I showed them the pictures of the drive shaft which would be the guy I'm speaking with now **************'m gonna assume general manager as soon as he seen the pictures he should have pulled my truck back in and at least how to look at it. It's not like they didn't put it on there.

  Sincerely,

  
  

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