ComplaintsforMarino Chrysler, Jeep, Dodge

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2018 Marino Chrsyler installed a new transmission (admittedly) erroneously/incompletely. I brought the issues to their attention every visit since the install. They claim to have inspected same and now a new transmission is needed as they now say there was never any fluid installed (by them). Consumers (non mechanics ) can't access transmission fluid areas or gauges to se fluid levels, only auto mechanics can. I have been disputing this with them since March 2023, they are now trying charge me for repairs on their original faulty installation.

  

  Business response

  11/21/2023

  In response to *********************** complaint, we did install a new transmission on 1/10/2018. The new transmission comes with trans fluid in it. The warranty on the new transmission is 2 years unlimited miles. This repair was done under a factory extended warranty that was purchased at the time of sale. Customer returns for service 10 times between 1/10/2018 and 3/14/2023 when they return with a transmission problem. There original extended warranty has expired and they have purchased another extended warranty different company. We diagnose the problem as needing another transmission. The new extended warranty will cover only $4400.00 of this repair, customer would come out of pocket $ ******* to replace the transmission with a factory replacement. Customer feels the factory or **********************  should pay for this and calls Chrysler customer care and they refuse to cover any of the repairs based the repair was done in 2018 and the warranty has expired. They claim there was no fluid in the transmission at the time of replacement in 2018, but the trans would not have been able to drive for that amount of time without fluid. We have tried to work with the customer by dropping the cost of our labor and discounting parts but the customer refuses to ok the repair. They took the vehicle out of the shop in April and returned on 9/12/2023 80 miles later and has left the vehicle with us for over 60 days. Faulty installation has a warranty of two years and this went over 5 years. We understand this is a hardship for the customer but we cannot pay for issues that are out of warranty and continue to use our resources. we have offered other option and far as used transmission but the customer has declined this option. We would like to get some final resolution on this since we cannot continue to store this vehicle will we are not working on it. 

• Initial Complaint

  10/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Work done on car today (10/08/2022). Come to find out later today the line they replaced for the windshield fluid is clogged and does not even work. The repair they did was faulty. They wasted my time and my money. I spent approximately $243.15 on the repair. Now I will probably be expected to get up there after work during the week and drive over an hour and a half because of them. Every single time I have been to this dealer, they have messed up. They also charged me two hours of labor for a job that shouldve taken 30 minutes. I am not letting them touch my car again unless I am sitting there watching it all. I do not trust them and believe they are incompetent. Additionally, dealer would not handle warranty company after I found out it should have been covered by my extended warranty I purchased through that exact dealer two years ago. Also didnt appreciate finding out that their workers were listening to my radio. My station was set to ***** and the radio was off prior to entry. After receiving car back radio was on and changed to some rap station. Also checked under the hood to find that they failed to successfully attach two of my line clips to under the hood. They were just hanging off, and I clipped them on. I want a full refund for the work, repayment for my travel expenses, and repayment for my time that was wasted.

  

  Business response

  10/11/2022

  Customer came in 10/10/22 and we re-installed the line for the washer hose to remove the slack in hose.  Also called in to his warranty and processed a claim with his extended warranty.  This was not done on his last visit because **************** had come in and ordered the needed parts by himself and paid for them.  We issued a refund of $123.15 on the Parts and $20.00 refund on Labor,  **************** only paid for his deductible.  His vehilce has been completed. I also spoke with **************** last night at 7:30, **************** was satisfied with the service.

  Sincerely,

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

  Service Director

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

   

   

  Customer response

  10/12/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently bought a new car in September 2021. The car was brand new. Ive taken my car in for service 3 times. My first visit was for a water leak near the right visor. A few days after I had an electrical problem. Last month I took it back in for a water leak. The leak occurred in 2 different spots. Water was dripping into my car and the upholstery from the roof of the car was damaged by water. Today my car has another leak. I will be taking it in soon. The dealer only offered me to call corporate and submit a complaint. Jeep never replied to me or sent me a status of the complaint. The problem has never been resolved. I need a permanent solution. I want the car to be returned to Jeep so I can get something different. They need to buy it back from me. I bought a new car to avoid these issues. Its stressful and consumes a lot of time. I plan on seeking legal action. I dont want a defective car.

  

  Business response

  05/23/2022

  Dear **********************,

  I am sorry to hear about the trubles you have had on your Grand Cherokee.  After talking with you today, Marino will do everything we can to repair this problem.  I have made arrangements to get you a loaner veichle and will work with Star Tech Assistance to help resolve the water leak.  As ********************** knows this is a ********* design, first year production and we are figuring out these repairs as we see them for the first time.  That being said, we need to get these repairs completed and have told ********************** we will work with Jeep to get this done in a timely manner.

  Regards,

  ***********************,

  Service Director

  Marino CJDR

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

   

   

   

• Initial Complaint

  04/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2022 Jeep Wrangler from Marino CJD in February of 2022. Since day 1, I have had an issue involving Apple CarPlay in which, while using an Apple brand USB cord in my dashboard USB port, I experience a static sound while playing music that occurs every time I drive within the first ***** minutes. When using an Apple brand cord in the center console USB port, I experience the same issue, PLUS another issue in which Apple CarPlay will disconnect completely at a random time. The only way I have found to curb the second issue is to use an off-brand USB cable but the static issue still remains. I have taken my vehicle in for service at Marino CJD 4 times with no results. On 3/4/22, I was told that the issue was caused by Apples operating system in the phones. I later called Apple customer service, who related that this is not the case. On 3/29/22 I returned for service and was told that they were unable to duplicate the issue so nothing could be done. I returned again on 4/15/22 and this time left my vehicle with them for 3 days while paying for taxes/insurance on a rental car. This time the dashboard USB port was replaced, although I continued to have the same issue that same night. Finally, on 4/18/22 I returned and got the same answer as the first time, that this is an Apple iOS issue. I opened a case (case #********) with the **************** and was essentially told sorry, we dont have the answer. Everything about this issue screams wiring issue to me, as I have tried my phone in multiple other vehicles using CarPlay with zero issues. I have coworkers with similar model vehicles to mine who have never had this issue, as well. Im sick of losing money and going in circles and I just want this issue fixed so I can enjoy my vehicle the way I want to. I have attached receipts, however I was unable to attach videos of the issue occurring, which I am more than willing to send in another way if need be.

  

  Business response

  04/27/2022

  The issue with **************** Wrangler is a know problem between Apple and Jeep. We have researched the issue with Jeep and they have advised not to replace the radio and wait until another software update to come out that would address these issues with using the Apple car play. See attached Star Online publication.  **************** is upset and we understand why but if the Manufacturer is addressing this issue with a technical service bulletin and we presented this information on his first visit at 540 miles there is very little we can do at the dealership level. We have looked at this issue 4 times with no solution. We are restricted in ordering radio's (they must be released from Jeep) **************** has called Jeep direct; this issue will be addressed at a later date via software update. Until that is released, we cannot do much at the dealership level. **************** has let his feelings be known through surveys and online reviews. His dissatisfaction aimed at the Dealer is misguided in my opinion. The issue doesn't harm the vehicle in anyway nor does it effect hte safety or reliability of the vehicle performance.  It is a software issue between two of the biggest companies in the world, we cannot expect Marino CJDR to solve this issue without help from the engineers that design these vehiclies. We will continue to look for solutions with Jeep as to when a new software version is released, until that time, we do not have a solution for this issue.

  Regards,

  ***********************,

  Service Director - Marino CJDR

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

  Customer response

  04/29/2022

   
  Complaint: 17112932
  
  I am rejecting this response because:

  
  

  I understand the disconnecting problem which, as I stated prior, I seem to have been able to solve for now by using a specific off-brand cable. The issue I have with the information I was given and the dealer's response is the fact that the static issue is not addressed by any information Ive been given and I continue to experience it. While ******************** is correct in that the issue does not effect the safety of my vehicle, I would argue that it does in fact affect the vehicles performance in the sense that this vehicle is still brand new and has been giving me this static issue since day one. On top of that, if this is a known issue between Jeep and Apple, why was I not warned about it when I was agreeing to spend all of this money to purchase the vehicle? Furthermore, if this is a known issue between Apple and Jeep, wouldnt that mean in theory that everyone who owns a Jeep with Apple CarPlay compatibility should be having static and disconnection issues? Why is it that everyone I talk to who owns a Jeep themselves (and newer models at that - 2020 and newer) says theyve never been experienced these issues? They all have iPhones with the latest software update just like I do and have never experienced this static issue (much less the disconnection but I am willing to leave that be). My girlfriend even has a 2020 Compass with no issues, as both my iPhone 12 and her iPhone 12 can be played in her vehicle with zero issues. Yet weve tried both phones in my vehicle and the same issue continues to occur. I am willing to back down on the disconnection issue but based on what I am experiencing, what I hear from other people who own newer Jeep vehicles, and the information I was given that was attached by ********************, I believe this static is a separate issue that has to do with my car and my car alone. Even the service advisor I had at Marino the last time I was in said hes never seen the static issue before. For the money I paid, I just want this issue fixed so I can enjoy my vehicle the way I want to and, Im sorry, but when it comes to this static issue, I am unwilling to accept that this is another Apple issue that is somehow only being experienced by me. 

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

  

  Business response

  05/06/2022

  ****************,

  I understand your frustration with this issue, but the vehicle has been inspected 4 times in two months.  If we had a repair to make to resolve this issue we would.  I can't explain why others in your circle don't have this issue, but Jeep had published a known issue with Car Play in February 2022.  Also, if you ****** this issue and look at the Jeep forms there is a lot of information regarding this issue across all brands of vehicles.  I have sent a request to Jeep technical support again to see if they have any new information regarding this issue.  If this is not acceptable, I would recommend calling Jeep customer support again and starting a case and see what they can do to help resolve the issue.

   

  Regards,

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

  Service Director

• Initial Complaint

  06/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The dealership has not resolved my problem and is trying to charge me $2000.00 and still haven't resolved my problem.

  

  Business response

  06/14/2021

  On 6/4/2021 *** ********* 2014 Jeep Grand Cherokee was brought into Marino Chrysler Jeep to repair a check engine light.  *** ******* did not bring the vehicle to us, it was brought in by Wheels Auto Repair.  They stated that after replacing two rocker arms on *** ********* vehicle the check engine light would not shut off.  Upon inspection we determined that we needed to re-inspect the work that was performed and verify that the timing was set up properly by the outside shop.  We quoted the repair to Wheels Auto and they approved the diagnosis for us to move forward on the repairs.  We found a wiring repair and connector that needed to be replaced, along with the PCM that would need replacement.  The shop approved the repairs and now we are getting this complaint from *** ********  The quote was for $2,000 and we charged $1,500 for the repair.  We are still waiting for a part to be installed but were were informed that *** ******* needed to drive his vehicle until the part comes in as the vehicle is accommodated for his needs.  The Technician working on his vehicle spent two days trying to figure out what was wrong with his vehicle after the other shop had completed their repair.

  Sincerely,

  Bob Whiteman

  Service Director - Marino Chrysler Jeep Dodge

  773-777-2000

   

• Initial Complaint

  05/26/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dealership miscalculated our tax, costing us around $700 additional to be able to have the title transferred over t our name. Mike at Marino offered to reimburse halfof the money but we feel they made a mistake and should refund all of the difference since it was their mistake. He has since avoided all contact with us when we try to reach out and has tried to pass on the mistake as someone else's fault.

  

  Business response

  05/27/2021

  The sale of the vehicle was what we agreed upon.  We set up to pay taxes out of set via a 3rd party company called Reg USA.  It is an estimate.  Taxes are always up to the state and locality of where the customer lives.  We offer this service as a courtesy.  We could have just as easily collected no tax and he would have still had to pay tax.  In the state of Ohio there is no sales tax credit on used vehicles which triggered the additional tax.  I thought it was a genuine offer of helping half since this really was not our fault which i will still honor.  

   

   

  Customer response

  06/01/2021

   
  Complaint: 15503551
  
  I am rejecting this response because:
  

  Before we made the 5 hour trip to your dealership, we discussed financing with your sales team.  The vehicles tax & title, and final cost was the out the door price and was to be all worked into the loan. Have you never sold a vehicle to someone from out of the state of Illinois??  Third party or not, your company pays that company to figure the amount of tax due and calculates the amounts to be factored into the loan at the time of the sale.  Therefore, it should fall on your company when the paper work and loan details went through a sales person, whomever it was that sits behind the computers and generates the rates, and your financial department.  We spoke to Dahmir NUMEROUS times and he even let us know that there was a mistake made and that "it was his first time dealing with an out of state sale."  We feel that the full amount should be refunded due to all of these factors. We do not want to seek legal counsel because of the situation, but we will be forced to if this is not taken care of. It was not our fault at all. We were told over and over the amounts on the paperwork included tax & title and they in fact did not. It was a mistake on your part and it should be refunded in full.
  
  Sincerely,
  
  ******* ********

  

  Business response

  06/02/2021

  We are not paying the full amount.  The buyer needs to pay all taxes title and license fees.  

   

   

  Customer response

  06/02/2021

   
  Complaint: 15503551
  
  I am rejecting this response because:

  The dealership is responsible for figuring all taxes, title, and percentage rates at the time of sale. The dealership failed to do their part causing us out of pocket costs.  The employee we spoke to (Daumier) even admitted to the miscalculation and the dealership should be responsible for the difference.

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

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