ComplaintsforJack Phelan Chrysler Dodge Jeep RAM

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I drove my car to this dealership on 10/26/2023 with a electrical issue, I was accompanied by ************************** Service Advisor, Ph no:************), I had informed him about the the issue with my car and he said he will check the issue and informed about the open recall on my vehicle. I told him to get a full inspection of my car and find the problem. After a day he called me and said we found the problem and it will cost me almost $1000. After agreeing on the payment terms he confirmed that this is the issue on the vehicle and will take a week for him to finish the repair, but I received my vehicle almost after ******************************************* mean time as well. He confirmed that the vehicle has no other problems .After paying the amount when i picked up my vehicle in the evening , I started driving back to my home but it started showing the same problem within 10 minutes of my departure and my check engine light showed up which was never there before. It started heating and I had stop on my way back and then somehow I went back to the dealership and they said service department is closed so i have to bring the car back tomorrow. I live almost 35 miles away and I wasn't able to drive my car after figuring out a way to park my car for the night and take a taxi back home. I had to come back after a day or two and in the mean time I had informed ***** about the situation and he mentioned to get the car back at the dealership. After telling him about how my car had a small issue and now it has a check engine light and the suspension is messed up too he said he will take a look at it. Then he said it has small connection problem and he'll take care of it and give me a courtesy vehicle until they repair my car which they denied upon arrival . After that he kept my car for almost 4-5 days and then he called me and said i have to take my car up and have it fixed at other dealership because they tried their best but cant fix it and if i still want to get it fixed at their shop I have to pay a minimum $1000 charge for motor inspection and then they will tell me the cost after expenses once they open the motor . After spending my money on invoices by the dealership my taxi bills the mental exhaustion has caused me to much problem.After taking my car to other dealership and other repair shops they said it is not repairable and have to get a new motor. I am not able to drive my car since then and have to spend money on other transportation services. I am helpless and after spending so much money I am not able to drive i need your help

  

  Business response

  03/11/2024

  10/26/2023 Dealer replaced and reconfigured the *** module. per the stored codes in the history. The  "No Bus" light appears on dash due to module shorting out intermittently. No overheat concern was told to dealer.

  11/13/2023 Customer returned to dealer with the engine light on. upon inspection dealer found thermostat missing. the thermostat housing was not a factory part.

  Dealer installed a factory thermostat and housing. per codes p0117 and p0523. Engine still experienced overheating . Customer did not want dealer to continue diagnosing the overheat condition if he had to pay for it.****** advised cust to return where he recently purchased vehicle. 

  Customer paid dealer for repairs he requested. At no time did customer state his vehicle was overheating nor did he pay the dealer for anything concerning any engine repairs.

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was towed to this dealership by my Chrysler Warranty on Friday 11/10 due to rear end complications and check engine light was on. While I was driving on highway doing about 55 mph the rear of the car made it hard to steer the car and the back wheels starting spinning. I spoke with a service advisor and hes stating that the car wont be covered under warranty and it only has ***** miles and a 2023. When speaking to the warranty company they as well as myself isnt understanding why they arent going to fix my car. This issue was caused by something being wrong with this vehicle and a engine light on. I could of killed myself due to how the wheels starting spinning around. They are saying something broke and some other bull stuff and thats not the truth. I tried calling the service manager but ****** received a call back yet.

  

  Business response

  11/17/2023

  Stellantis declined to repair Vehicle under warranty. Vehicle was involved in an accident causing extensive damage. Customer

  should contact her insurance company. Dealer offered to show customer the damage, Customer decided to tow the vehicle from dealer.

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a vehicle on 4/4/23, and my vehicle has stopped working twice in the past 4 months. The dealership refuses to take responsibility of the faulty car they sold to me. They even tried to accuse me of the maintenance issues. They stated I put the wrong gas into my gas tank. This is untrue! I am very competent in knowing what gas my vehicle requires. Let alone my vehicle has stopped working for the same maintenance issue. Still the dealership wants to charge me a second time and more money for the repair they were suppose to had fixed the first time. This company is a complete fraud. I shouldn't have to pay for any of these repairs. This is very unacceptable and unprofessional!

  

  Business response

  08/24/2023

  The dealership never insinuated the incorrect fuel was put in the vehicle. Upon disassembly the technician found that the vehicle was overfilled with fuel causing the fuel to dump into the vapor canister. The clogged canister caused the vehicle to run rough and stall out. The customer has authorized the replacement of the vapor canister and all necessary parts. The repairs have been completed and the vehicle is set to be released to the customer 8/24.

  Customer response

  08/27/2023

   
  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

  03/05/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  SImple issue of false advertising. They advertised a vehicle for sale for a specific price, I have screenshots. When I tried to purchase that vehicle they market it up $17,000 more than the advertised price. I had already verified it was the correct vehicle by VIN and dealer stock number, and the salesman verified it was available for sale but they wouldn't sell it to me for the price which was only $1000 below sticker price. It wasn't an error, they are adding market adjustment over their own advertised price.

  

  Business response

  03/15/2023

  I had a long discussion with ****. He indicated he purchased another van and is not interested in buying the van as advertised or below advertised from **.

  Customer response

  03/17/2023

   
  Complaint: 19543128
  
  I am rejecting this response because I don't believe the business deserves a clean record like this was just resolved. They messed up and deserve a negative review because of it.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My salesperson was very dishonest. When I spoke to him over the phone before submitting my business application, I explained that I would like to be listed as a personal guarantor. I also stressed to him that I only wanted my credit run with their parent company ****************** and NO OTHER LENDERS. I do this to prevent numerous inquiries on my personal credit report and because I only want to work with certain lenders. I asked my salesperson if he understood that I only wanted my credit run once and he said yes they could do that once. I also included this in a note on my application. In less than an hour there were several inquiries on my report.Then the salesperson calls me and tells me that I was approved with parent company and only $7,000 down.When I arrived to the dealership 1.5 weeks later, he then tells me that I was not approved with Chrysler Capital but was approved with ALLY financial. I asked him how would I be approved with ALLY if my credit was only run with Chrysler Capital. He then starts his lie of how I was not approved with Chrysler Capital. I know that this is a lie because I checked myself and I was approved for an amount less than the purchase price. Once the dealership saw that, he should have called me to explain that I could not move forward with Chrysler Capital to purchase the vehicle and let me decide if I wanted to try other lenders. But he knew I did not want to so he continuously lied to me.Furthermore, on that day, he tries to tell me that they do not have the vehicle that I came for since I did not come in sooner. He tried to sell me a smaller vehicle in a different color. I left and then he calls me to come back because they miraculously found the original vehicle.Business practices used here are disgusting and unscrupulous. I only purchased here because the vehicle I was looking for is very specific.The least they could do is give me a letter to delete the inquiries I DID NOT CONSENT TO.

  

  Business response

  03/03/2023

  ***************************** filled out the loan application, via the online credit application on June 18. The application is only received after the customer acknowledges the following, I HAVE READ AND AGREE TO THE ***** & CONDITIONS. I CERTIFY THAT I HAVE PROVIDED TRUE AND ACCURATE INFORMATION IN THIS FORM. BY SUBMITTING THIS FORM, I AUTHORIZE THE DEALER TO BEGIN A CREDIT INVESTIGATION, TO PROCESS MY APPLICATION, AND TO FORWARD MY APPLICATION TO LENDERS, FINANCIAL INSTITUTIONS, OR OTHER THIRD PARTIES IN ORDER TO PROCESS MY APPLICATION. The application was submitted to the two banks that give commercial loans on Ram Promaster, Chrysler Capital and Ally with ***************************** as the loan guarantor. On June 28th ***************************** came in and purchased the Promaster with the ************** loan.

  Customer response

  03/06/2023

   
  Complaint: 19500981
  
  I am rejecting this response because:
  

  BEFORE completing the application, I spoke with two representatives at this dealership, the main one being my salesperson ****. I explicitly expressed that I did not want my credit report pulled for any other lender than their parent company Chrysler Capital. I asked **** if the dealership could respect that wish, to which **** said yes that would not be a problem. If **** would have said they would not honor that wish I would not have completed any application with this Jack ******************** dealership. I authorized my application to be forwarded to Chrysler Capital only. So, **** should have either told me upfront they could not honor my wished to only send the credit application once OR if I was denied by Chrysler Capital then inform me of that denial. Then I would have walked away before any further damage was done to my credit profile. The application was also sent to Huntington, Ally, etc. as evidenced by my credit report photo. Which has also been confirmed by the other banks as well.

  I only came into the dealership because **** told me on the phone that I was approved by CHRYSLER CAPITAL, of which a recording can be furnished. Then when I arrived he lied and said I was not approved with Chrysler Capital only Ally. I know that is a lie because I checked with Chrysler Capital myself.

  **** and the dealership used underhanded tactics with my application. The least they could do is provide a letter that would allow the credit bureaus to remove the inquiries I did not authorize.

  Furthermore, they could not lie to future patrons and operate this business with integrity.

   

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

  

  Business response

  03/15/2023

  We have previously offered to assist ******* with removing the unwanted inquiry from the credit report for the misunderstanding. I explained we could not remove the Ally inquiry since the vehicle loan is with them for the purchase of the Promaster. We would still be willing to help with that process. 

  Customer response

  03/20/2023

   
  Complaint: 19500981
  
  I am rejecting this response because:

   

  No one has offered to assist with removing the unwanted inquiry. I called the banks and the reps provided me with the number to give to a rep at the dealership to call to have it removed from my report. That was about SIX months ago; they have not received a call and there has been no change to my report since the dealership never actually called the bank as agreed. 

  If youre actually willing to assist then provide me with a letter of intention to delete, which can be emailed or mailed to my contact information on file. Or actually call the bank number as previously discussed six months ago.
  
  Sincerely,
  
  *****************************

  

  Business response

  04/10/2023

  Dear SIR/*****

  I am glad that You purchased a vehicle of your chosing from our dealership and are happy with the vehicle that you purchased from our dealership

  I would like to offer you 3 free oil changes for any inconvenience that you may have had

  I do not think that we can delete any inquires but I would call on your be HAVE if YOU PROVIDE US THE NAME AND PHONE Number of the person at the bank

  Thank You 

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

  Customer Relations Manager

  Customer response

  04/14/2023

   
  Complaint: 19500981
  
  I am rejecting this response because:

   

  No representative from the dealership has contacted me to resolve this issue. I have provided the Manager with contact info for the bank reps to have the inquiry removed and they never called and never followed up with me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order for a 2022 Ram TRX on 2/15/22. It was an out of state purchase as I reside in Georgia and the sale was made in ********. I took delivery of the vehicle on 5/28/22. The dealership handled the title of the vehicle and I drove away with a temporary tag that has an expiration date of 8/11/22. I was told I would receive the plates in about 45 days. Due to a move from one county to another after the purchase when the Paulding County tag office received the information from the ************* in mid July they advised me it would be returned to the title company and they would have to resend to the new county. I called the finance manager *************************************** several times inquiring about what I needed to do or how I could get in touch with the title company to get this resolved. When I received no response I called the title department at the dealership. The woman I spoke with suggested I go to the tag office. I went to the Paulding county tag office on 8/1 and was told they did not have anything there and there was no record of them receiving anything in their log book. I called the dealership again on 8/1 and was told by the title department that the title company was tracking the docs but didnt have them and that once received it would be **** business days before they would reprocess them. She told me to call the **************** to get another temporary tag until the title company completed the reprocessing. I spoke with ********************* the sales person who made the sale who told me they wouldnt do that. It is very frustrating to feel like you are put off after paying so much money for a vehicle. This was a business purchase and I cant afford to let the truck sit not in use while waiting for the information to get to the tag office in Georgia so I can get the permanent tag. My business will be negatively impacted if this can not be resolved quickly.

  

  Business response

  08/05/2022

  All titling documents were sent to the *************************** which were received on June 7th. After processing and sending the documents to Paulding County, ATC received the documents back and has sent the documents to **** County, where the new address is located. While the State of ******** does not allow dealers to issue a second temporary license plate, attached is an In Process Affidavit from ATC regarding the new plates for the customer. It has been expedited with the Georgia DMV to get resolved as soon as possible. We are in constant contact with ATC and receiving updates until it is resolved.

  Customer response

  08/10/2022

   
  Complaint: 17663244
  
  I am rejecting this response because:
  
  There is not enough detail provided. Im requesting the tracking information for the plates, the address of the tag office which they are sending the plates to. The name of the person at the dealership responsible for ensuring the process is complete and an estimated completion date. The request for an written explanation and apology stands for the dealership as to why the finance manager ****************** and sales rep ***** failed to provide accurate information or follow up on calls in a timely manner.  
  Sincerely,
  
  *********************

  

  Business response

  09/01/2022

  I spoke with **** today. She has received her plates from the *** in Georgia. She informed me they charged her an extra fee because of the error. I offered to reimburse her and she is going to send me the document showing the fee and proof of payment. I did express our apologies for the lack of communication on Jack ********************** part. We handle numerous out of state deals every month and this was the first time we have had these issues, and want to make sure this does not happen again. Once we receive the documents for the extra fees, we will get the check cut immediately.

  Thank you

  Customer response

  09/12/2022

   
  Complaint: 17663244
  
  I am rejecting this response because:

  While I have submitted the attached document to ********************* as requested at the dealership in order to receive a refund of my payment for the dealer tax penalty which I had to pay to receive tags from state I have not been issued a check nor sent any confirmation or tracking number to follow such payment issued to me. I want the details of the payment, date issued, check number, and tracking information so that I may track it. 
  
  Sincerely,
  
  *********************

  

  Business response

  09/16/2022

  We have sent out the check and sent the tracking information to ***************. The check is for the full amount of late fees, $898.81 Dealer Penalty, $10.00 Late Penalty. We also added $25 for gas she used taking trips to get the vehicle titled.

  Customer response

  09/20/2022

   
  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

  07/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In or around October or November, 2021 my car was serviced at **** Phelan. At that time a great deal of my repairs were covered by my CarMax warranty, however, was still out of nearly $500 because reportedly I needed new brakes and rotors (which are already making noise) I was also informed at that time that my car required a catalytic converter. I was informed that it would take roughly 30 days for them to obtain the part and that they will give me a call upon receipt. I have made numerous calls; all to no avail. I was never provided a receipt at that time and was told that the receipt would be mailed to me, this appeared to be somewhat suspicious but after sitting there for over 5 hours I was tired and was ready to go home. To date, 7/23/22 I have not received the final repairs on my car. This is clearly a poor representation of the car dealership; a breach of contract and a lack of professionalism. Due to me no longer living close to this dealership it will not only be unreasonable but a hardship on me to travel from my home to **** Phelan. I am requesting that the parts and payments be forwarded to a Jeep dealer closer to my house at **** Phelans expense.

  

  Business response

  07/28/2022

  Dealer ordered catalytic converter back in November. Unfortunately the part was on national back order. According to the factory part was suppose to arrive in late May.

  Factory changed the arrival date to **** and the part still didn't come in. Dealer located this part at another dealer out of state and overnighted to dealer. Part arrived today

  July 28,2022. Unfortunately some parts have been difficult to get. Dealer has left 2 messages with the customer and is waiting to hear back. The repair is under her factory

  warranty. If it's inconvenient for the customer to bring the vehicle in, Dealer is willing to pick up the customers vehicle, leave a loaner and deliver the vehicle back to her when the repair is complete.

  Customer response

  08/02/2022

   
  Better Business Bureau:
  

  I spoke with **** who has informed me that they will pick up my car on 8/4 from my job, leaving me with a rental and then return my car after repairs are done. They will pick up my car and drop my car back off to me. Included as a result of the  inconvenience will be a free oil change. 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that  resolution is satisfactory to me.
  

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

• Initial Complaint

  05/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a brand new 2018 Dodge Ram **** Laramie with a certified Chrysler lift INSTALLED by the dealer before the purchase. My truck still has factory warranty on it for **** more miles. ** March 8, 2022, I took my truck to ********************* in Country Side because my truck was shifting gears very rough. They told me its the valve body that needs to be replaced and they took care of it under warranty without any problems. ** May 2nd 2022, I had the same problem with hard shifting and couldn't drive it anymore so I took it to the dealership for them to check it out. My truck has ***** miles and they told me the whole transmission needs to be replaced and they cant replace it under warranty because it has been damaged by the lift. **ce again, this lift was installed by the dealership which is a Certified lift that the dealership guarantees for. What I don't understand is, the dealership had no problems replacing the the valve body but when its a bigger and more expensive job then they tell me that they cant do it under warranty because the lift damaged it. When I went to pick the truck up, the service advisor told me I could take the truck because its all in tact. Its like they never even took the transmission apart. For all I know, anything could have caused the transmission to go out, including the valve body, not just the lift. This is a CERTIFIED lift that dealership installed on their own so there shouldn't even be a problem in the first place. Why would the dealership install something on my truck that they don't guarantee for and would void the factory warranty. All I want is the dealership to fix my truck as it still has warranty on it.

  

  Business response

  05/31/2022

  The initial repair technically should not have been covered by warranty. The dealer did not sell the vehicle or install the lift kit. According to manufacturer's policy and procedures the factory will only cover 

  factory defects or poor workmanship from the factory. Being as this kit was installed at a different establishment, the responsibility to repair the vehicle would fall to the installer.

   

• Initial Complaint

  12/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a new vehicle from the dealership have issues with customer service. Trim pieces coming away from interior, satellite and regular radio reception cutting out. Was yelled at by sales person for leaving negative review on survey. From sales to service this has been the worst experience. It took for me to fill out a negative survey for the sales person to call me. I want my vehicle serviced properly I should not have to go through all this for them to respond to a customer.

  

  Business response

  12/27/2021

  Dealer informed Mr ********* parts are on national back order from the factory. Dealer upgraded the order to VOR.

  Dealer apologized to customer for the manner on which he was spoken to.

  Dealer did exchange cell phone info with cust to expedite process once parts come available.

  Customer response

  12/31/2021

   
  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,
  
  ***** Thazhutha

• Initial Complaint

  07/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  To whom it may concern,My name is ***************************. I am writing to complain about an issue with receiving my plates for my Promaster van that I purchased on 4/19/21. I was told that there was a 3rd party involved with this part of the transaction and there would be a small delay but we are now in July and when i call the company to ask what the issue is i am told that there will be a delay and i just have to wait. I have included paperwork for the day i purchased my van. I cannot continue driving without plates. My van is used for business purposes. I have tried contacting the company many times and have spoken to many people there and continue to get the runaround. I hope that i get some resolve after reaching out.Thank you for taking the time to look over my complaint and hope to hear back soon.******************************

  

  Business response

  07/23/2021

  Hello,

   

  We are working with the titling company and the **************** to get this vehicle registered ASAP. The *** has a backlog due to covid 19 staffing shortages. Indiana *** required more documents from the customer. The customer sent us the required proof of residence which we sent to the state for his company. We are now waiting to hear back if the state will accept those documents. As soon as we have an update we will provide it to the customer.

   

  Thank you

   

  Customer response

  07/30/2021

   
  Complaint: 15676182
  
  I am rejecting this response because: they said they have sent the paperwork but they have not. I have turned in all paperwork that has been requested of me. When I call to talk to someone and ensure they are doing there part I do not receive any call back. I have been told to speak to **** and ****** and they tell me that I should be receiving something within 15 days. It has been over 3 months and I have also called the Secretary of the State and they say there is no record. The *** also says they have not received any paperwork. The issue is with **** Phelan. Someone there is not doing there job. I have been driving my vehicle without any plates. I am upset because of the manner in which they are handling the situation. I have been sending my payments faithfully and on time and expect the same courtesy in return. 

  Can you please advise as to the next step to take. The vehicle purchased is for work purposes. If my job in any way becomes affected I will take legal action if possible.
  
  Sincerely,
  
  ***************************

  

  Business response

  08/11/2021

  The **************** has sent the customer plates and registration. It can be tracked *******************************

  Customer response

  08/18/2021

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

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