ComplaintsforClement Chrysler Dodge Jeep Ram Columbia

• Initial Complaint

  12/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a car on 27 Oct 2023 and had two primary issues following the transaction. The first issue I had involved conflicting stories about the 30-year/300k warranty. It's clearly displayed on the vehicles sales descripton online and on my vehicle's window sticker. The salesman told me it didn't apply to my car since it's a performance vehicle and he was sorry. After about a month of trying to get something in writing saying this, the general manager eventually told me the vehicle had to be serviced at a Clement dealership. I did purchase a $3900 extended warranty to protect my investment. The conflicting stories are confusing and don't add up as there was no fine print anywhere. This appears to be false advertising in an attempt to get me to purchase a more expensive warranty. I would like some documentation stating this or an explanation of why it wasn't included but clearly stated on the window sticker or the website. I attached the advertisement screenshots and the original window sticker below.My other concern is my spare key. When I bought the vehicle, I was told it was at another dealer and will be mailed to me in a week. After weeks of calling between my wife and I talking to salesmen, managers, the general manager, we get told we will get a call back to never get one. It's almost two months since I purchased my car, and I have no idea where the spare key is. BBB, requesting your help as I've talked everyone I can think of at this dealership and need my spare key and something in writing regarding the warranty. Thank you.

  Business response

  01/22/2024

  Complaint #1 car does not qualify for the 30 year/300k mile warranty.   Customer purchased a high performance vehicle which does not qualify for the free warranty that is mentioned in his complaint. In the advertisement, on the dealership website and on the Buyers Guide that is displayed on the vehicle, it states See dealer for details, or to ask the dealer for a copy of the warranty that explain warranty coverage , exclusions and dealer's repair obligations. Based on his own statement, it disclosed to him prior to his purchase that this vehicle did not qualify for the free 30 year warranty. He knew it did not qualify and would not come with the vehicle. He still chose to purchase the vehicle with this knowledge. We did not try to deceive him or mislead him regarding the eligibility of this vehicle.
  
  Complaint #2 I have not been given a second key.  All vehicle keys that are in the possession of the dealership are transferred to the purchaser. Our policy is to provide the vehicle key that is stored at the dealership in the sales department to the customer at the time of purchase.Sometimes there are additional keys which would be kept on file with the title to the vehicle. These keys would be sent to the purchaser with their titling and/or registration documents. It seems that there has been a misunderstanding between the sales department and the customer regarding this policy. It is never our intention to have confusion in our dealings with consumers. Our goal is full transparency, truthfulness and timeliness. If customer chooses to purchase a second key made for his vehicle we can schedule this with our service department and/or key vendor. 
  

  Customer response

  01/26/2024

  Better Business Bureau:
  
  I accept this subpar response with comments. Business failed to adequately respond to the evidence provided. Only referenced what the salesman told me. They also did not address the conversation with the general manager saying my high performance vehicle had to be serviced at the dealership. My statement was focused on the conflicting information and its incredibly misleading on their website and window sticker. Respectfully disagree with this poor response, but not necessary to push this issue further. The key is in my possession. It should be noted sending the spare key out after the title work is complete was never mentioned until I filed this complaint. They seemingly couldn't find the key when called many times. However, this issue is complete and the primary reason for my complaint. They need to work on their lack of transparency and do a better job at marketing.  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a used 2017 Dodge Ram **** Rebel. Vehicle had a clean carfax report but the only safety/emissions inspection I received was expired. I was told an updated inspection and my spare keys would be mailed but I never physically saw the up to date inspection. After six days of the vehicle being in my possession the vehicles front left wheel completely came off the vehicle and struck another vehicle that was at a stop light. I had not had the tires or wheels tampered with in any way except my normal commute up to that point. I believe this incident is covered under the dealerships warranty. I have tried contacting the dealership multiple times but every time I call I am told I need to talk to a sales manager. They have not contacted me back despite me trying to get in contact with them multiple times. It's an incident th as that could have ended in serious injury and/or death. It is hard to believe that an incident like this could happen so soon after having been inspected properly.

  Customer response

  12/14/2023

  After having spoken to the dealership they have made the situation right and I would like to revoke my complaint against Dodge Clement. Let me knownif anything else is needed from me.
  

• Initial Complaint

  11/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a brand new vehicle here one year ago. Went to do the paperwork and the vehicle sales price was $900 higher than the sticker. I asked what the $900 was for and was told it was for windshield protection from cracks, chips, etc. I stated I don’t want that and to take it off. Salesman said it was already applied and nothing could be done. I said okay whatever. Signed all the paperwork and asked for the paperwork regarding the windshield protection should I need to reference it in the future. Was told “don’t worry about it, just call if you have any issues.” Well shame on me because here it is a year later and I have a crack in my windshield. Called the dealership and they said they have no record of the windshield protection for my vehicle and told me to check my paperwork. Well of course I don’t have anything because I was told not to worry about it and they would take care of it. Obviously, I shouldn’t have walked away without it, but shame on this dealership for using shady sales practices and taking advantage of me because I’m a female. I tried to call back to speak to a manager and they were “all in meetings” conveniently. Took my number and name down and of course no one called me back.

  Business response

  12/01/2022

  The vehicle was sold with a Paint, Interior, Windshield protection. This is a chemical that we applied to the windshield to give the glass a stronger shield against rain making visibility better for the driver. They are offered to increase the coverage with replacement in the finance office in which Mrs. ****** declined the extra coverage. We would be more than happy to help out however we can. We have tried to look up her service history here and cannot find any information that the vehicle has been here for anyone to look at any concern.
  
  ***** ******
  General Manager
  ************ ***** ************ *** *************************

• Initial Complaint

  05/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my van in feb25 to diagnose a wheel bearing noise it was 150 if I get the work done diag would come off I paid for diag they said the brake shield was pushed against the rotar making the noise She said your leaking oil we’ll look at it for another 150$ I said sure after 4 days of having my van I was calling 2x a day trying to find out what the status was they diagnosed it as oil coming from the engine and they would need another 4 hrs of diagnosis I’ve been doing research on oil from intake area everyone on forums say it’s likely the oil cooler how much is that I was quoted 10.5 hrs and $700 parts for a total of 2250 I then took the car to work where the wheel bearing noise came back within 20 mins it wasn’t a brake shield it was the wheel bearing They then took the car to do the repair and told me they would drive it again for the noise so 3 weeks go by with me calling every day with no return answer from ******** I called and got ahold *** the manager to demand info on my work van at which point ******** calls me to tell me that they took the van apart and then found out they didn’t have the parts She then offers me a car as a loaner 2 days later I went back up to see about getting a truck as a loaner because I was losing weeks of ladder work by that time I watched them start my van and move it for a tow truck while I was there I could of been working out of my van for three weeks It was never apart that was a lie I was able to get my van back while they waited 20 days for the part I set an apt dropping my car off and asked how long the 10.5 hr job would take she said 2 days 2 days was the answer no return call for a week many voicemails and messages They jacked the price up to 3k and never gave me my diag fees back They changed and sold my old battery without permission my car had a flat tire and a dead battery when I picked up they had my car a total of nine weeks 3 weeks after pick up my turbos leaking they are denying warrenty

  Business response

  05/20/2022

  To Whom It May Concern,
  

  On 02-09-22 Mr. ******* of ** ****** ******* came in for a noise coming from the rear of the vehicle. The car was repaired (RO# ******), and an engine leak was noticed. Mr. ******* picked up his vehicle on 02-11-22. On 02-14-22 Mr. ******* brought his vehicle in for the engine oil leak & a new issue of not starting/charging. Our dealership ordered parts (RO# ******) communicating to the customer that we could not guarantee when they would arrive, as there is a major delay all over the country. On 04-01-22 the parts arrived, and we offered Mr. ******* a loaner vehicle for the duration of the repairs. At NO time did we offer a loaner as a work truck. On 04-25-22 Mr. ******* came in to pick up his repaired vehicle (RO ******). He is correct, it did not start even after we replaced the battery. We immediately replaced the new battery with another and then refunded him the entire amount for the batteries (RO ******). Mr. ******* paid & left with his vehicle. Unfortunately for us, we waited to "check in" Mr. ********* loner, upon doing so we discovered a LARGE amount of damage (the estimate is for $7522.54). We called Mr. ******* requesting he turn this into his insurance, and he told us to "**** Off" he wasn't paying for "****".  It was at this time we communicated with Mr. ******* that he was not to come back to our dealership for any reason. On 05-18-22 Mr. ******* parked his vehicle off of our property & walked up to our dealership demanding we work on his vehicle. We communicated that we would not be doing business and he was free to take it to ANY Chrysler, Dodge, Jeep & Ram facility and that they would do the work under his warranty. Violence & threats ensued from Mr. ******* & the police were called. Mr. ******* was removed from our facility and a restraining order was filed. 

• Initial Complaint

  02/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchase a 2018 Jeep Renegade from this dealer on November 29th of 2021. I was told and shown through car facts that it wasn't involved in an accident no airbag deployment. I paid $2000 as a down payment and financed $22,132.25 through Global Lending Services. I have had the vehicle up to their service department MULTIPLE times. They replaced the front bearings, also fix some audio issues which were not a major concern. A couple weeks later I found out the horn did not work which I took back to the dealer again they stated it was a clock set that they would have repaired when that part came in they went to repair it, they stated I would need a new airbag that was approximately 3-4 weeks ago.. I have not heard back from them since and I got upset I was driving a vehicle that was not safe to be on the road. I did not get a promised note to fix things because I did not know everything that was wrong with it. I tried concacting the dealer multiple times about making things right or a possible buy back (which Global Lending recommended) with no one ever calling me back. So with multiple contacts with Global Lending I started the process of voluntary repossession which they will be picking up today which is the 7th of February 2022. With the voluntary repossession they will auction off the vehicle I will have to pay the remaining cost of what is not covered from the auction to what I owe. I did not know what course of action to take I cannot afford a lawyer so I was just contacting the Better Business Bureau for maybe some type of information that can help me.

  Business response

  02/08/2022

  Please see attached for written response & ALL corresponding documents. 

  There is a major discrepancy between the customer's complaint & our documents.

  Thank you,

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

  Customer response

  02/09/2022

  Complaint: ********
  
  I am rejecting this response because:
    Auto correct must have changed the  when I stated it wasn't in an accident, they are correct they did tell me that it had been in a accident no airbagdeployment. But the damaged steering wheel was there when I bought it it is not major damage it was cracked they are stating they did not see this when they checked the steering wheel after my complaint of no horn working. They would have noticed it was cracked if they would have done a proper inspection I am assuming they did not tell me that the horn was not working I did not think about checking this when I purchase the vehicle.  I only found this out a couple weeks later when I was cut off by a cracker trailer. I do not understand how an airbag has to be replaced if it was not the point.
  
  
  Sincerely,
  
  ******* *****

  Business response

  02/09/2022

  1) Auto correct NEVER changes full lines of text, in the customers first complaint it clearly states "He was not shown or told" about an accident.

  2) There was NO damage to the steering wheel at the time of sale. As a dealer we would have had the customer sign paperwork stating such damage. Also, if the horn was NOT working, we would NEVER have sold the vehicle as this is a direct safety violation.

  3) When the customer brought the vehicle in for "Inoperable horn" it was NOT cracked, it was completely crushed in as though it had been smashed or hit with a fist, therefore the airbag would HAVE to be replaced because it is ONE complete part.

• Initial Complaint

  08/31/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 8 16 2021 I got involved in a yo-yo scam I believe the car dealer told me I had approved for a car loan I took the car home had it for 12 days and they made me return the vehicle because the loan didn't get finalized but yet I did not get my deposit back I did not get my down payment back I did not get my car back the trade-in $2,300 I'm out $3,300 and the car lot won't talk to me

  Business response

  09/09/2021

  We have provided a full refund of all monies paid for the car, and we paid him for his trade in.

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