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:11/27/2023

  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.

  Took my 2018 Dodge Durango to Westside Dodge 10/7/23 for check engine light. They did diagnostic on 10/11 and said it was a cracked purge hose. Extended warranty covered all but $100 which is what I was told at beginning. Went back and forth about part not shipped and they kept the car for 3 weeks. The service advisor called and said they had the part but did a retest and it then needed a canister which extended warrant would not cover. I told her no and I was coming to get my car. I asked her if all I need was to pay the 100 and be done. She said yes. She texted me a few minutes later and said she was at her desk and after looking I would have to pay for an hour of labor and ************************************************************ off. The service manager called me on my way home and asked me to bring it back up there that Monday. So he could see what was going on. I finally agreed and took it up there. The service manager said he would do a test on it which he did. He came back into the office and said there was not a code coming up for the ***** So why would I get charged for a retest when nothing is showing up? If I could research everything with the tracking number for the part I would probably be able to show they never got it and never put it on. This place is a total ripoff ******

  Business Response

  Date: 11/27/2023

  We are sorry to hear this customer had an issue with their service visit. This customer came in for a check engine light on. Our preinspection check-in found an active code for an evap issue. During the initial diagnostic process, the hose on the purge line was found to be leaking. Before we could move to the next step in the diagnostic repair could be done, this hose had to be replaced. Hoses have to be sealed and functioning correctly in order to test any components they are connected to. The customer approved the work and the hose was replaced. When we moved on to the next step in diagnosing the evap code/check engine light, it was found that the evap canister needed to be replaced. The customer had some concerns which we addressed and when we went to order the evap canister, it had no ETA.

  This part status was an issue for many customers as it was during the period that the UAW strike was occurring, which affected parts manufacturing, distribution, and deliveries.

  When the customer was notified of the backorder/strike situation, they became verbally abusive and aggressive with staff, demanding that the part and labor be provided for no charge as an inconvenience. Despite this, we kept up with the part release and called the customer when the part was finally available for ordering.  At that time, the customer refused to move forward with the repair to replace the evap canister, stating that we could've ordered the part if we wanted to and that we ripped her off for charging her for parts that did not fix her issue.

  We understand how frustrating a parts backorder can be and certainly sympathized with the customer.

  The work that was paid for was only part of the bill that was owed and were for services that were approved, in writing, and completed. The dealership gave the customer a discount of $286.49. We respectfully reject the customer's request for a refund. 

  Customer Answer

  Date: 11/29/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  The only discount was for 18 dollars and something. They should have returned the 186 dollars for the diagnostic on the retest since it did not show anything

  if t needed a canister they should have replaced t for free since they put one on last year within a year of this repair. 

  Part of their response is not true. 
  1 I agreed to pay the 100 deductible

  2. they could never provide a tracking number for the hose even after they stated they received it

  3. my issue was the retest charge

  4. how did the decide it needed a new canister?  They are the ones that replaced it last year and should have been covered under their own warranty

  the service manager told me there was no code coming up for the canister. So yes, I feel like they were trying to make more money off of a consumer who doesn’t know about cars

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 11/29/2023

  This customer had an extended warranty that did not cover the hose, this was the reason they had to pay for that part. Hoses, belts, and gaskets are a pretty commonly excluded item for most extended warranty companies.  This information is provided to consumers in the FAQ section of their contracts when they sign up. 

  Extended warranty plans will cover the diagnostic fee, once the repair is approved and completed. This customer refused the work after the diagnostic was completed due to the timeline on the arrival on the part and as such, is responsible for the diagnostic fee under the terms of the extended warranty plan they chose. The customer would have only been responsible for the $100 deductible, had they agreed to leave the vehicle for repairs and had the repair completed. 

  As for the the tracking: we explained to this customer numerous times that we would not have any tracking numbers and there would be no ETA until the part is released and then shipped. As it was during the strike and no parts manufacturing/distribution/shipping were being done at that time, we had no further information but the customer was provided proof that the order was submitted. The order being submitted is how we were notified that the parts were on backorder with no ETA. Even under normal circumstances, we use freight shipping which means we are provided with an ETA but there is no tracking number. Tracking numbers are used for companies that we typically don't utilize for parts due to size/quantity/weight/cost and other factors, at our discretion when applicable. 

  We attempted to get the part for this customer from other dealerships, who are not required to sell us the part and all refused due to the limited number of existing parts.

  The customer's total bill for services was $551.24. We discounted the bill by $286.49. We respectfully reject the customer's request for a refund. 

   

  Customer Answer

  Date: 12/03/2023

  As you can see I received a text from your service advisor claiming my claim was approved. You can also see the attached invoice from 2022-less than a year from when I brought my car in where you guys replaced several things that the warranty paid for.  This included a canister that the warranty paid for. Your own service manager told me he could find nothing wrong from retest

• Initial Complaint

  Date:11/20/2023

  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 bought a new jeep gladiator from the dealership in may 2023. The day I bought the vehicle I noticed paint issues on the vehicle and said I need it in writing it would be taken care of given it’s a new vehicle. They said no problem and gave me a “we owe” form stating the paint correction would be addressed until it’s fixed. I had set up a time with service at the dealership to get it resolved. At that time they connected me with their customer relations individual *** ***. After picking up the vehicle I was still unsatisfied as well as ** *** who advised she would send a mobile Detailer to my home location as I live near an hour away. She set me up with the mobile Detailer and scheduled a time for the following week. The Detailer never showed and texted me twenty min after scheduled time saying he can’t make it and need to reschedule. *** *** reached out to me the following week asking me how it went and I stated he never came. She advised that’s not acceptable and agreed to bring it to someone else to get resolved a place they used called “Disney” I asked if I could bring it to someone I’ve used for paint issues in the past and she advised should not be an issue and asked for a estimate. I sent her the estimate which she then sent for approval. Which is where seemingly things stopped being about the customer and became about themselves. After not hearing back for a week I reached back out and she advised she was told they cannot help me and to try to contact Chrysler. I then texted her back stating I have a legal binding document stating they would take care of it and countless text messages. She then blocked my number. I tried calling the GM who refused to ever speak w me and clearly was the one who denied it. The sales manager I spoke with after trying to call told me that GM told me to retain a lawyer because they won’t help me. Most disgusting business I’ve ever seen in my entire life.

  Business Response

  Date: 11/20/2023

  We are sorry to hear this customer isn't happy with their service. Paint correction for the spots WAS performed for this customer. He dropped it off to us on a Thursday and the vendor worked on the Gladiator all day. On Friday morning, he came to pick it up and was very pleased with the mirror finish. His only complaint:  There was a hairline scratch less than 1/16" in length, on the very front of the Gladiator near the grill that he was unhappy with so we agreed to send a mobile vendor to him for this. The mobile vendor refused to do business with this customer when the customer cancelled at the last minute due to working out of town and then when attempting to reschedule, became combative with the detailer about "other" scratches he said were there and needed to be fixed and demanding that the vendor cancel all other appointments that day to complete the work instead of waiting for an appointment on the vendor's schedule. The customer reached out to the dealership regarding the hairline scratch and asked if he could use a vendor of his own choosing that he trusted. We indicated an estimate would be required before it could be considered. Once received, the estimate was for approximately $1,000.00. In reaching out to the company he chose, for clarification on why the price was so high, they indicated it was paint correction for the entire Gladiator. The customer refused anything less than a second full paint correction on the vehicle. The request for paint correction on the whole Gladiator was denied. We have encouraged him to reach out to Stellantis to see if the many issues he was having with the finish is covered under warranty. The dealership has upheld the document provided and the work that was promised, within what the customer would allow us. He would not consider repair of the hairline scratch after the full paint correction estimate was submitted and rejected. 

  Customer Answer

  Date: 11/20/2023

  Their response has lie after lie after lie. 
  First the mobile Detailer literally did not show for the original appt and said he couldn’t make it after I messaged him 20 minutes after our scheduled time after leaving work early. We then rescheduled for the next week on a Friday. I texted him that MONDAY four days prior to our time letting him know I’ll be out of work. Is that last minute? Four days? When the individual blew me off the week before? I don’t think so. That’s ample time and respect unlike what was given to me on the original scheduled time. Second which is hilarious the $1000. I have documentation of it being $700 so that’s another blatant lie. I sent them this documentation and they have it in texts as well. Third THEIR rep ** *** stated they owe for this AFTER the original time I brought it in and I have that in text messages too. The person responding to this complaint is clearly the GM and is either unaware of the actual situation or just blatantly lying. I would love to see the documentation showing $1000 please have them provide this amount. Secondly I would love for them to show my “last minute” attempt to the mobile dealer which was four days prior to scheduled time. This matter was NOT dealt with by the dealership and was a blatant we don’t care by the GM. Everything was being worked out until ** *** went to him for approval of the $700 (not $1000) estimate. Also ** *** stated they would do the whole truck as there were other concerns I sent her via text. Lie after lie with this person. 

  Business Response

  Date: 11/21/2023

  We understand this customer's frustration with the issues they are having however, we stand by the decision to not pay for paint correction on the whole Gladiator as the customer has demanded, as that work was already completed. We appreciate this customer's business despite the issues and look forward to serving them in the future. 

  Customer Answer

  Date: 11/21/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: 20890349

  
  

  I am rejecting this response because: 

  Stop saying the work was completed. The work was not completed AS IT STILL HAD SCRATCHES and ** *** was the one who picked the level 2 cost for correction for $700! She choose this , I did not. As well as stating in her texts that “the dealership has to pay for it” AFTER it was “completed” the first time and until it’s resolved.  So is the dealership stating ** *** is lying? THEIR customer relations rep  if the case was the whole truck was not to be paid for she should not have stated the things she did  and the dealership should compensate me in some way for the fact it was never fixed  ok $700 is too much, then offer something and stop acting like all the information I sent isn’t factual  they refuse to even acknowledge all the texts I’ve sent because they know I am right  it’s funny they welcome my business in the future when they literally screwed me and refuse to help  I’d rather ride a bicycle than ever buy something from that GM again given this response  ** *** was the only one who was helping till she was overruled  the only way this matter is resolved is if they compensate me somehow to fix the scratches on the hood  if it’s not $700 then offer me something you think is reasonable  and if you offer me nothing even though in the prior message state there was still scratches on the hood then you are acknowledging you are lying and doing what is owed  

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:07/26/2023

  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 purchased my lemon dodge ram 02/08 from this location in February. Every sense I drove off the lot when I put my vehicle in reverse it acts as if it won’t back up when I’m driving it won’t pick up speed and slow into a stop. The dealership told me I had to pay $250 for a diagnostic on a scam that they sold me . They offered me a complimentary oil change but when I got there they said it was no complimentary oil change recorded . I was also advised when I purchased this truck everything under hood was covered under warranty today july 26 I don’t have bumper to bumper it ended the second month of purchase what a hoax. Please read this review and consider this could actually be you pissed !

  Business Response

  Date: 07/26/2023

  We are sorry to hear this customer views their experience with our dealership as a negative one. This vehicle was purchased on 02/04/23. On 02/07/23, the vehicle came into our service department for a daytime running light on the rear passenger being out. The bulbs were replaced at no charge to the customer. The next visit we have with the customer is 07/26/23, the date of this report. I confirmed the customer's vehicle is Certified Pre Owned and there is still coverage on the vehicle. The "bumper to bumper" coverage has expired (good for 90 days from date of purchase) but the extended CPO Powertrain warranty is still in effect. Customers are required to agree to pay for the diagnostic fee IF AND ONLY IF the warranty company denies repair/replacement for the requested repair. A certified technician will complete the diagnostic and we will submit the information to warranty for coverage determination. If the warranty company approves the repair, the customer is not responsible for the diagnosis-only any deductible, if applicable. 

  In this instance, the customer rescheduled the diagnostic so we were not able to even look at the vehicle to determine the issue and submit to the warranty company for approval on any needed repairs. 

  We would be more than willing to set this customer another appointment to have the vehicle diagnosed in accordance with the warranty provided by their Certified Pre Owned designation. The customer will be required to pay the diagnostic fee in the event that their warranty company declines the repairs. We have several repayment/financing options available to our customers if the repair isn't approved but there is no way for us to determine that ahead of time.

   

  Warranty companies use many factors when determining if repairs will be approved or not and we have no way to know if it will be covered. 

• Initial Complaint

  Date:06/21/2023

  Type:Product 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.

  see Attached document

  Business Response

  Date: 06/21/2023

  We are sorry to hear this customer feels negatively about their experience at our dealership.

  The customer came in  on January 05, 2023 with a transmission shift complaint. The customer stated she did not have an extended warranty at the time as it had expired and the repairs exceeded her budget. She was responsible for the diagnostic fee of 1 hour which is presented upon check in. The customer then approved another hour once we had the diagnosis and was presented with the repair cost. This additional hour was to cover the technician putting the trans pan back on and the cost of the transmission fluid being replaced which is required for the vehicle transmission to function. The only way to check the condition of the transmission, is to drain the fluid and take off the trans pan. 

  On 02/03/23, customer returned to our store for same concern and presented a different extended warranty plan. The new warranty company required additional diagnosis based on their policies. Customer declined services a second time and was required to pay for the technician to diagnose the issue and to have the technician put the transmission fluid back in and put the transmission back together.  Customer was provided the diagnostic information and fees at the time of appointment and again at the time of checkin, which she approved.   The dealership was able to help reduce her costs by taking off the cost of the transmission fluid and also assisted her with a replacement key for no charge. We understand that things don't always work out with the warranty company and that's not always the fault of the customers. 
  

  Based on the customer's declination of repair on both occasions, the amount of work required to diagnose a transmission, and warranty requirement for diagnostic, coupled with the change in extended warranty companies and their individual policies, the dealership respectfully declines the customer's request for reimbursement. 

   

• Initial Complaint

  Date:12/07/2022

  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 posted my fiancé’s truck for sale on 11/21/22. Your salesperson Cole Ard contacted us same day around 8pm asking for us to bring the truck in 11/22/22. Keith did so and we agreed on a price. The problem I am having with this is per the “policy” as Cole rudely stated. Is the dealership needs the title to make sure there isn’t a lien on the vehicle to cut the check for the positive equity. When I asked if that meant you couldn’t sell the vehicle and was told you could sell it tomorrow. I asked how this made any sense and word for word I was told “It doesn’t. But I can just give you the truck back and we won’t have to deal with this at all”. First, I didn’t contact your company or your salesperson to sell the truck, he contacted us. This was handled very poorly and unprofessional. The documents that were given to us was a piece of paper with the payoff amount that was written by Cole after contacting our bank and another sheet of paper for bill of sale. I asked for something stating that once the title was received, we would be cut a check. Because legally neither of those state you will be paying us the difference. Secondly, the policy doesn’t make sense. If you contacted our bank and got the payoff from them then a check should have been cut for the positive equity. If it came back with a lien and you had to return the truck back to us but sold the truck. How are you compensating the truck being sold? The miles or possibly the damage on the vehicle? I am dissatisfied with your service and communication skills in this process. It has now been 2 weeks and we still have not been cut a check for the positive equity. We spoke with our bank and the loan was paid off 11/28/22 and account was closed.
  Unfortunately, the problem remains unresolved. I am hereby requesting that you have a check cut for the positive equity of $18, 234.83

  Business Response

  Date: 12/12/2022

  CUSTOMER SOLD US HIS TRUCK AND WAS EXPLAINED THAT THE CHECK WILL NOT BE CUT UNTIL THE LIAN IS REALESED BY THE STATE OF FLORIDA.. LAST WEEK THE LIEN WAS REMOVED AND CHECK WAS CUT THE SAME DAY TO THE CUSETOMER

• Initial Complaint

  Date:12/05/2022

  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.

  Purchased a 2019 Dodge Ram in December 2020. A few months after having the truck while driving, the truck would not change or shift into the next gear so I took the truck to the Dodge Dealership to have them check it out. I was told that after looking at the truck, they could not find anything. A few months later, the same issue happened again so I once again took the truck back to the Dodge Dealership and this time they claimed that they changed out the chip in the transmission and that the problem would be fixed. About 6 or 7 months later, the same issue happened again. This time, I took pictures of what the truck was doing while I was driving so I could show proof of the problem. I took the truck back to the Dodge Dealership and after a couple of days, I was told that I needed new tires and that's why I was having a gear shift problem. The problem started long before I needed new tires so that was not the reason for the gear shift problem. The dealership put two new tires on my truck and told me that my problem was fixed. I refused to accept that because I know my problem has something to do with the transmission, but the service department refuses to look into my transmission although my truck has a warranty on it. I have asked them to look into my transmission because obviously changing out the chip did not work so the problem must be inside the transmission, but the service department stated that if they took my truck apart to look at the transmission and didn't find anything, that I would be liable (even though my truck has a warranty on it). I escalated my complaint to the Corporate office and to this day, I still have no resolution and my truck has been at the Dodge Dealership for 2 1/2 weeks now. When I spoke to a representative at the Corporate office, she states that no one from the Dodge Dealership is returning her calls. I have asked for a loaner vehicle while my problem gets resolved and my requests have been ignored. I am getting no help

  Business Response

  Date: 12/07/2022

  *** ******* came into the dealership with 2 tires that were completely bald. As the vehicle could not maintain traction due to the tire condition it was affecting the driveability of the truck.  As stated by *** ******* in this complaint,  those tires were replaced. The technician test drove the truck after replacing the tires and found that it performed as designed with no issues.  After *** ******* again voiced his concerns to his Service Advisor over the shift issue, two additional technicians took the vehicle on separate  test drives at varying times and different routes to check for a shift issue and the truck performs as designed.  The vehicle is not giving any codes for transmission or shift issues, either at the time *** ******* brought the vehicle in or now. The vehicle operates as designed. JAX CJDR WEST paid *** Daniels' entire bill at a cost of over $600.00 and he has no balance due. At this time, *** ******* has repeatedly refused to come and test drive the vehicle or pick it up. JAX CJDR WEST received a telephone call from Chrysler Customer Care, requesting that *** ******* be put into a loaner until his vehicle repair is complete. We provided the same information to the representative as stated in this BBB response to our customer and Chrysler has rejected *** Daniels' request for a loaner as his repairs are complete. 

  In order for us to tear down the vehicle, we would have to start with problem codes and there are none. In addition, for *** Daniels' warranty to cover the work, they would first require a diagnosis be obtained along with a list of parts and billable hours required to repair. It is required that a customer agree to pay for the tear down time for the technician in the event the repair is rejected by the warranty company for any reason. The warranty company decides if the work is covered or not and the technician will still need to be paid for the tear down time in the event that warranty rejects the repair claim. Further compounding the issue, we will not break down a vehicle that is operating as designed without just cause, just cause being a code or issue that is occurring. 
  

  We have agreed to waive any daily storage fees at this time for *** Daniels, provided he make a timely pickup of his vehicle. 

• Initial Complaint

  Date:08/11/2022

  Type:Product 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.

  Purchased a 2018 Jeep Compass on August 22 , 2021 for approximately 24000 dollars .was advertised as certified pre owned. Did not receive a car fax or any proof of Certified Pre owned Inspection. On Christmas Eve of 2021 car shut off and failed to start at red light. Was finally able to remove from traffic. Went to dealership and was told they could not check it out for a couple of months. Was advised to call another dealership.So I called ***** **** in Yullee Fl and they were able to look at it the next day. They recommended changing out auxiliary battery. Bought the battery at Westside CJDR for 150 dollars. Installed it and it did not correct the problem. Paid 160 dollars to have it towed to ***** CJDR. After they diagnosed it the said a fuse was replaced with a jumper and the stater relay harness was bad. They told me that it was not covered by the CPO warranty or the manufacturer warranty. Went back to Westside CJDR and talked to Service ******* ***** ***** and was told that Westside CJDR would have ot towed to their dealership , take care of all the costs and provide me a loaner vehicle in which they did. After I personally paid for the diagnostic fee at ***** it was towed to Westside CJDR. After their service department checked it they said the only thing wrong with it was the 150 amp fuse. Approximately 3 months later the same thing happened. When I went back to them they said that they have fixed previously and I would have to pay to have it towed , the diagnostic fee parts and labor . Obviously the starter harness wire is bad as diagnosed by ***** CJDR . Also if it was inspected as a certified pre owned vehicle any certified mechanic should have noticed the starter relay harness wire was incorrect because the fuse pack cover doesn't snap on due to wire not lining up with the cover. Also after checking my coolant I was low on I checked my radiator and hoses and found

  Business Response

  Date: 08/16/2022

  The vehicle was Certified on 08/18/2021. *** ******** purchased the vehicle on 08/21/21. He came in for an oil change with no other concerns on 11/26/21. Our dealership received the vehicle on 01/06/2022 with concerns that it would not start unless jumped.  As a goodwill gesture for *** ********, we had and paid for the vehicle to be towed from ***** CJDR and we also gave *** ******** a loaner vehicle at no cost.  At that time, our technicians diagnosed the vehicle as having a blown starter fuse. Fuses are not covered under certified warranty. The fuse was replaced and the vehicle was test driven and operating as it should. There was no cost to *** ******** for the parts or labor for the starter fuse being replaced.  We did not see the vehicle back in our dealership until 05/11/22 for a routine oil change. At which time, no other concerns were brought to our attention or found. Unfortunately, it is FCA policy that in order for work to be covered, the diagnostic must be performed by the dealership making the repair. Due to this, we are unable to accept any diagnostic paperwork or recommendations from other dealerships or outside sources. 

• Initial Complaint

  Date:08/09/2022

  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 van to Chrysler Jeep Dodge Ram Westside to repair my air conditioner. It took a week to repair. When I got my van back they did not put the caps back on and did not put the bolts back on my water reservoir in front of the compressor. I took the van back to have everything put back together and to let them know that ac still was not blowing cold air. ****** gave me another appointment for August 2, 2022. I drop my van off a 7 a.m. August 2, 2022. I got a text at 7:08 August 2, 2022 with an estimate and a promise contact time of 8/2/2022 8:45 AM. I was unable to get assistance until I got a voicemail from ****** 8/4/2022 7:14 p.m. stating that they will put my van in diagnostic tomorrow 8/5/2022. If I had any questions to contact ******, because he would be off. I called and was unable to get in touch with ****** or a supervisor. I called again 8/8/2022 11:58 a.m. I talk someone that said ****** would call me right back. At 2:31 p.m. ****** called me back and started that my fan needed to be replaced. He said that it would take about a week to get a new one. I told ok I’ll come get my van. He then started that he would cancel the order if I came and get my van. I don’t understand why the need to keep my van for another whole week just to wait for the fan and it is still drivable. This leaves me without transportation for two whole weeks. To top it off I still have to pay another $100 deductible when the ac was not completely repaired the first time.

  Business Response

  Date: 08/19/2022

  ** *******' initial visit was for the AC system not blowing. Our technicians found that the AC compressor had failed. That part was ordered and replaced. Upon being notified that the AC caps and the water reservoir bolts were not properly replaced, we had *** ******* bring it in and had the issue resolved for her immediately. During that visit, *** *******' notified her Advisor and technician that the AC was now blowing but was not cold. We scheduled an appointment for *** ******* and the technician found that her cooling fan was operating erratically and not cooling as it should.  Unfortunately, the cooling fan had to be ordered and it did take a week to get the new fan in. These were two separate issues and as such, according to *** *******' chosen warranty policy with MaxCare, she has a $100 deductible for any covered repairs. Both of these items were covered under warranty. 

  Business Response

  Date: 08/23/2022

  *** *******' initial visit was for air not blowing. Once the issue was resolved, the technician did check and the air was blowing as it should. The caps and water reservoir bolt were both fixed immediately upon *** ******* notifying us of the issue. We pulled her car immediately into the shop and had a technician repair it within 10 minutes. *** ******* did not have a scheduled appointment when she brought the van back for the issue of the air not being cold. We advised *** ******* that there would be a wait due to the shop schedule and although we would try to work her in sooner for a diagnosis,  we could not promise a diagnosis before the scheduled appointment time.  It is Chrysler policy that a vehicle remains on site when a repair order is opened and parts are ordered. We respectfully can not speak to how another dealership handles their business.  We are unable to waive the deductible for *** ******* as it required by her extended warranty company based on the options she chose when signing up for said warranty contract. 

  Customer Answer

  Date: 08/23/2022

  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  
  

  I am rejecting this response because: I was never told anything because no one we speak to me for over a week. 

  
  
  

  Regards,

  
  

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