Complaints

This profile includes complaints for Capitol Chrysler Dodge Jeep's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Capitol Chrysler Dodge Jeep

  1520 Main St Willimantic, CT 06226-1915

• 

  Capitol Chrysler Dodge Jeep

  PO Box 36 Willimantic, CT 06226-0036

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:06/14/2024

  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.

  In September of 2022, I had purchased a used Jeep ******** at Captiol Garage in ************ ** with about 40,000 miles and a 2019 model year. In under a year, this vehicle had a catastrophic mechanical failure resulting in destruction of the engine. I returned this vehicle for repair of the engine to said dealership Capitol Garage. It took over 2 months (a period of over 60 days) for this vehicle to be repaired. Capitol offered no assistance whatsoever or compensation despite the vehicle have been bought less than a year ago, and due to this failure to repair the engine in a timely manner, had cost me over a thousand dollars in alternate transportation fees, in addition to having to pay for a car payment of over $400 for two months, and not being able to drive it in this period. In addition, I was informed multiple times that the vehicle would be repaired in a timely manner that turned out to be completely unrealistic. After the first repair of the engine, I was returned the vehicle to only have it last another 7 months, before the engine and now catalytic converter both having a catastrophic failure. This is also after the car had just been repaired for an oil leak. I once again had to wait over a month, being told to call the car manufacturer for compensation, and that the dealership manager knew about everything going on with the car yet would over no legitimate solution. I sought help from the OEM, which had helped me suppling a rental for a time, however when the service department had finally received the part for the second mechanical failure, it had told the OEM that I have received the repaired vehicle twice, when that was not the case, robbing me of several days compensation from the OEM. In addition I was assured that the timeframe of the repair would not be as long as it actually took by both the dealership and OEM. In total 4 months of car payments were paid without access to a usable vehicle, despite also paying for an extended powertrain warranty.

  Business Response

  Date: 06/26/2024

  We appreciate your legitimate concerns and apologize for the inconvenience and time you have had to wait to have your vehicle repaired.  As you stated, the first time you had to wait was for an engine failure that was covered by your warranty.  Unfortunately, the engine was on backorder and we have no control over part availability and had to wait for the manufacture to supply us with an engine to complete your repair, once we received the engine, it was installed as quickly as time would allow.  The vehicle is now in our shop waiting for the parts to complete your second engine replacement which is covered by warranty.  There were several parts on backorder at the time when we ordered the parts and we went as far as to try to source the backordered parts from other dealers to try to minimize your wait time, of which we were able to find one of the backordered parts needed available.  We are still waiting on a gasket to complete the repair and there is no dealership availability and we are forced to wait for the part from **********.  We have been in daily contact with your case manager from ********** and never told them that your vehicle had been returned to you.  Once we get the final part needed, we will complete the repairs to your vehicle as quickly as humanly possible as we have the engine out of your vehicle and this is now the only part delaying the repair.  Again, our apologies for the inconvenience and I wish there was more we could do to expedite the process but the lack of parts availability from the manufacture is the determining factor to the long wait for the repair.

  Customer Answer

  Date: 06/26/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The vehicle was not properly repaired the first time by your service department. The car only lasted about 7 months on the road after a brand new engine was installed. It suffered even more extensive damage the second time due to this, and the car had been also repaired and inspected even more recently due to an oil leak. 

  The service department failed to assess the parts needed for the repair, and after waiting several weeks for the catalytic converter, realized that they needed 4 additional parts. This is unacceptable and incompetence on behalf of Capitol. My Jeep case manager was not aware at all of the additional gasket on backorder, nor the other 3 parts required after the converter arrived. He also told me 3 times that the service department had told him of a successful repair. 

  Capitol Garage completely lacks customer service in a situation in which a lemon was sold to a customer, they failed to repair the vehicle in a sufficient manner, and even acknowledge that any of this is unacceptable, until now. They still have not offered me a loaner vehicle or rental for one day out of over 120 (and counting) in total I was without a vehicle. 

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

  Business Response

  Date: 06/27/2024

  In response to your complaint:

   

  Your vehicle was repaired properly by our service department.  The new engine had an internal failure, this failure had nothing to do with our install, there was a defect from the factory and is why the engine is being replaced under warranty by Jeep.  When we removed the engine from the vehicle there were additional parts that were required to complete the repair, this happens when there is a major repair and we find further damaged components.  I have no power over what your case manager tells you, at no time was he told that your vehicle was complete and I have no idea where this information came from.  We do not have any loaner vehicles to offer our customers.  Again, I apologize that you are having to deal with these delays and I would like to get your vehicle off of our lift as soon as possible and returned to you.

  Customer Answer

  Date: 06/27/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  There is no excuse for a sudden discovery of more parts needed, let alone 4, while the car was sitting for over a month. You have hundreds of vehicles sitting on your lot and it is within your whole power to procure a loaner vehicle. You just don't care in the slightest about the lives of your customers. Choosing Capitol Garage was one of the worst decisions possible. 

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

• Initial Complaint

  Date:06/01/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 purchased my jeep from Capital 4 or 5 years ago. It was agreed in writing that Capital would replace the strap on the passenger door as it was tied with what looked to be a shoelace. I was told I’d be contacted when it was in. I didn’t hear anything so a while after I started calling. I was again told it had to be ordered and would be contacted when it was in. I never received at call. We went back and forth with this for a bit throughout a year or so. On May 5 2023, one of Capital's employees reached out seeing if I was interested in trading in my jeep or if not would recommend Capital. I replayed stating my strap issues and for this I would not recommend. The employee gave me his email and asked me to email him the issue and that he would reach out with the resolution. By May 25, I still did not hear back. I have a contract stating Capital owes me a replacement strap.
  Thank you,

• Initial Complaint

  Date:08/08/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 purchased a 2016 ***** ****** **-* on 05/16/2022. At the time, the ****** only reported a 'minor incident/accident' which I was okay with... but within a matter of weeks a noticeable gap appeared between my front bumper and headlights.
  
  On 08/04/2022 I hired a licensed, professional mechanic to re-attach the bumper. During our visit, I was advised that the vehicle had likely been in AN ADDITIONAL accident (not reported to ******).
  
  The vehicle has a rippled frame and a bumper that is improperly attached.
  
  After contacting CDJ regarding this issue, I spoke 'Alan' and 'Jamie'. Both which extremely unprofessional representatives, attempted to downplay the severity of my concerns, advised me to obtain an attorney, and refused to potentially reimburse me OR fix the issue.
  
  Capitol CDJ is attempting to make it appear as if I was aware of the ADDTIONAL ACCIDENT AND DAMAGES at the time of purchase when I was only made aware of the initial incident/accident on the ******.
  
  This is business is completely deceptive and is no different than any typical used car lot that tries to take advantage of you.