ComplaintsforBettenhausen Chrysler Dodge Jeep Ram

• Initial Complaint

  03/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2014 ************** Chrysler was towed to Bettenhausen in ****** Pk. on March 10,1924. At this time I cannot find out when it will get fixed. They never return a call, I always get in touch with them, only to hear the same story! They are busy don't know when they will look at it. This is warranty work, and I feel like I am being pushed aside. I need my van fixed. Have no idea what to do to get service. Registered a complaint with Chrysler corporate , no one got back to me. that case # is ******** talked to a ***. Called again this morning no one returned my call.

  

  Business response

  04/03/2024

  Vehicle was originally towed in on 3/11. Vehicle took 2 weeks to get into shop and to a transmission technician- (dispatched to technician on 3/25). Found Failure in transmission and submitted to MVP on 3/27 for approval. We received approval for repairs today (6 days after submission).Parts have been ordered today and currently 3 days out.
  
  Reviewing call logs now to determine customer contact. Based on notes in system, we informed customer of status, but likely due to customer having to contact us first as opposed to us calling them.
  
  
  

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 24, 2024 I had my Dodge Durango towed to Bettenhausen for an assessment regarding some shifting issues I had at the time. Id already ran my on diagnostic testing on the vehicle because of check engine and ABS warning lights thatd came on at the time. My vehicle was supposedly checked out around February 6,2024 and I was told by a service advisor that the car wouldnt start and that I needed to buy a new battery for about $400. That was odd being that Id just replaced the battery with a brand new one in mid September 2023 and the vehicle had zero issues starting at all. I ended up purchasing a 2nd battery elsewhere and brought it in to be swapped out on February the 6th. After further inspection the dealership called me and stated that I needed a new ABS module and the repaired run about $970. I was told thats all Id need to get the truck to be operational again. I gave them them the ok to move forward with the repairs on February 8th. The advisor called on February 15th stating the repairs had been made and assured me Id be good to go after the last step of a quality control check. That never took place and today Monday 02-19-24 I decided to reach out to the service department to find out what the heck is going on , only to get a call back saying Oh I need another battery for the 2nd time in 2 weeks. This makes absolutely no sense. Ive been a customer for several years but this is ridiculous. Communication is poor, every time I speak with someone its a different story, and customer care is nonexistent. *** reached out to the dealerships head hunchos only to be receive empty reassurance from different people. I feel like Im being ignored and taken advantage of at this point. I just want the repairs done in the correct way.

  

  Business response

  02/20/2024

  **** is the advisor but ** involved with this customer now..
  
  Vehicle came in for not shifting and abs light on dash. Battery was dead and causing voltage issues in the vehicle and ABS module offline causing ABS light. Customer approved ABS module replacement but declined battery. Customer purchased a battery from Batteries Plus and has a warranty on it but their policy states they have to charge battery overnight before allowing it to be replaced.Customer brought us a replacement battery, but the new one is not holding a proper charge. We are pulling the new battery for the customer and bringing it to Batteries Plus for them to test it. Customer declined a mopar battery at employee cost.
  
  *********************
  *********************
  ************************************
  SERVICE MANAGER

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had my vehicle towed to Bettenhausen on 12/19/23 and did not get it back until 1/31/24. The issue was over a battery and some hoses needed to be replaced. Not only was my vehicle there for 7 weeks, the communication (or lack thereof), was HORRENDOUS. They would often go 5+ days at a time without updating me about the status of my vehicle. I started having to call every 2/3 days just to get any sort of update about what was going on with my vehicle.Adding to that, I FINALLY get my vehicle back on 1/31/24 and my driver's side door is catching on the front left paneling while making a loud banging sound whenever I open the door, along with chipping the paint. In addition, literally the next evening, my check engine light went on as I was driving home from work.I called them this morning asking to speak to a manager and was assured someone would call me back within "***** minutes." It has now been 4 hours and still no call back.I have been a loyal customer to ********************** for nearly 20 years and the customer service has been rapidly declining over the past few years. I hate to say this, but I wholeheartedly would NOT recommend purchasing a car here and certainly would avoid their service department. They clearly do not care at all about loyal/patient customers and are making a mockery of me and my vehicle's issues.

  

  Business response

  02/02/2024

  Customer is already in contact with our Service Director ***** to get this resolved. Appointment set.

  Customer response

  02/14/2024

   
  Complaint: 21238192
  
  I am rejecting this response because:
  Its not fully resolved, but they ordered the parts and are supposed to let me know when they arrive. 
  
  My car is still not fixed, but I will confirm once it is. 
  Sincerely,
  
  *****************************

  

  Business response

  02/26/2024

  From: ********************* <************************************>
  Sent: Monday, February 26, 2024 8:09 AM
  To: **** Bettenhausen <**********************************>; Service All <***************************************>
  Subject: RE: BBB Complaint
  
  Vehicle was diagnosed on appointment visit on 2/5. Parts were ordered for repairs and customer is scheduled for 3/11 for installation.
  
  *********************
  *********************
  ************************************
  SERVICE MANAGER
  
  BETTENHAUSEN Chrysler Dodge Jeep Ram       
  ****************************************************************
  Main # **********************
  Direct # ************
  BettenhausenAuto.com
  
  From: **** Bettenhausen <**********************************>
  Sent: Monday, February 26, 2024 8:07 AM
  To: Service All <***************************************>
  Subject: BBB Complaint
  
  Have we resolved  this issue?
  
  

  Customer response

  02/28/2024

   
  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

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I CAME INTO BETTENHAUSEN ON 11/27 TO DROP MY VEHICLE OFF FOR AN OIL CHANGE AND TO REPAIR THE THERMOSTAT. I WAS TEXED AROUND 1OAM BY ***** SAYING I NEED MY WATER PUMP REPAIRED. ***** SENT OVER PICTURES IMMEDIATELY OF BAD PARTS WITH LEAKING ANTIFREEZE. AT **** I REPLIED AND STATED TO PROCEED. KEEPING IN MY I AM WORKING FROM HOME AND I AM A WOMAN SO I KNOW NOTHING ABOUT CARS. ***** STATED THIS WOULD BE $1042. ONCE I WAS DONE WITH A CALL, AROUND **** I TEXTED ******************* AND SAY, I NEED PICS THAT REFERENCE THIS IS MY VEHICLE IN SOME WAY. I HAVE NO IDEA IF THIS IS MY CAR BASED ON WHAT WAS SENT. HE TOLD ME THE REPAIR WAS DONE AND WHAT DID I WANT HIM TO DO AND THAT I SHOULD HAVE TOLD HIM BEFOREHAND TO SEND PICTURES. I SAID IT IS HIS RESPONSIBILITY AS THE BUSINESS TO MAKE SURE THE CUSTOMER IS PROVIDED THIS INFORMATION. FOR ALL I KNOW ***** IS SENDING THE SAME PICTURES OUT TO EVERYONE THAT COMES IN THERE TELLING THEM THEY NEED A WATER PUMP REPAIRED. I HAVE ALWAYS TAKEN MY VEHICLE TO THIS REPAIR SHOP ON TIME AND HAVE NEVER HEARD OF AN ISSUE OF A LEAKING WATER PUMP. THE PHOTOS HE SENT WERE BADLY DAMAGED AND ANTIFREEZE WAS ALL OVER UNDER A HOOD. ***** MADE ME FEEL IT WAS MY FAULT FOR NOT ASKING FOR PROOF. I WAS NEVER GIVEN A CALL TO DISCUSS ANYTHING. I FEEL I WAS TAKEN ADVANTAGE OF AND I FEEL I WAS SCAMMED. ***** PROCEEDED TO TELL ME OF HIS EXPERIENCE WITH CARS. BY ***** TELLING ME THE WORK WAS ALREADY DONE, I FEEL I WAS FORCED TO PAY FOR THESE REPAIRS WITH NO IDEA OF KNOWING IF THEY WERE EVEN NEEDED. I AM NOW OUT OF AN ADDTIONAL $600 AFTER COMING IN. I FEEL I MADE THIS PAYMENT TO BETTENHAUSEN IN DISTRESS, DUE TO THIS TECH TELLING ME THE REPAIRS WERE DONE. I AM SEEKING RECOURSE.

  

  Business response

  12/29/2023

  Please see attached explanations from my service team.

  Customer response

  01/11/2024

  Complaint: 21002433
  
  I am rejecting this response because: I am declining the response. When the technician sent me a TEXT message, I didnt even receive the respect or courtesy of a phone call to explain anything while I was working. Shortly after I texted the person back because I thought wow thats an expensive repair and all this person sent me was a picture of bad parts, what if this is a scam. I have no way of knowing if the parts I received on a text came from my car. When the person replied, they told me it was too late because my vehicle was already done. I said wow ok. How do I know this is my vehicle? The person responding became defensive and began defending his skill and experience. I explained to the person I am not disputing anyones expertise. My problem is I have no way of knowing this was my vehicle requiring this repair and how I could be getting scammed. He was not happy with my reply. Not one time did I say I declined payment. In my complaint I stated I felt I was forced to pay in distress. And I am asking for a resolve. I explained it is the responsibility of the dealer or service provider to provide concise details to a customer. He told me it was my fault. Later my vehicle sit for a week waiting for a shuttle pickup. Poor customer service and I am requesting a resolve to this unfortunate issue at the dealer. 
  
  Sincerely,
  
  ****************************;    

  

  Business response

  01/22/2024

  If the customer would like to stop by we can show them the new parts on their car. Employees would lose their job if they ever tried to scam a customer, NOT the way we operate here.

  Customer response

  01/23/2024

   
  Complaint: 21002433
  
  I am rejecting this response because:
  No resolve is attached. This is a partial restatement of the incident 

   

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

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 19, 2023, I purchased a 2023 Dodge Hornet GT Plus from Bettenhausen Dodge Jeep Ram *************************************************************************************** with a Trade in vehicle paid off value of ********* customer number ******. On May 24, I contacted the service ***** explaining that I was experiencing issues with the start stop system. They directed me to bring the vehicle in to be service. After looking into the issue, the parts had to be ordered. The part had arrived by June 3 and I returned to service for the part to be replaced. Three days later the vehicle was still having the same issue. I was then again asked to bring the vehicle in because they were going to replace other parts. On June 13, I returned to service and they replaced more parts. They installed the parts (receipt attached). On June 21, 2023, the system was still malfunctioning with a new part. The service ***** had reached out to the engineering ***** to try and resolve this issue and has not currently. Also, the driver door panel has been damaged with a sharp object slit which now has to be replaced. My last initial phone conversation with the service ***** was July 14. To date my vehicle has been in dealership possession for over a month without a resolution. In order to be covered by the ******** Lemon Law, a vehicle must: have a nonconformity that both substantially impairs the use, market value or safety of the vehicle and is not repairable by the dealer or manufacturer in at least three attempts for the same repair, or.

  

  Business response

  07/27/2023

  All parts have arrived and car is repaired. Customer has been notified.

  Customer response

  07/28/2023

   
  Complaint: 20376666
  
  I am rejecting this response because: I would like a total replacement of my vehicle. Simply because my car had to be serviced too many times in 2 months for the same issue.
  
  Sincerely,
  
  ***********************************

  

  Business response

  07/31/2023

  Has the customer been in contact with Stellantis customer relations yet? I will get with our Sales Management to see what is going on. Thanks

  Customer response

  07/31/2023

   
  Complaint: 20376666
  
  I am rejecting this response because: the issue is still not resolved. Yes, I have reached out to Corporate. 
  Sincerely,
  
  ***********************************

• Initial Complaint

  03/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A previous BBB complaint was filed with the following information: A service Bulletin was issued by **** re: front and rear cross-member corrosion. On the previous oil change and multi-point inspection (4/21/22), no recommendations or notes were made of any corrosion on these parts/pieces. The oil was changed and the car was serviced on 12/28/22. The service department wrote on the service ticket: "subframe has a large hole in it and is rotting out...please replace ASAP - safety issue!!!!" I believe the service department is either: 1. not performing the proper multi-point inspections during oil changes, and/or 2. not relaying the proper safety concerns to the car owner/service coordinator and/or 3. overlooking safety bulletins issued from the automobile manufacturer. Service bulletin states, "Any perforation/rust through of either suspension crossmember, regardless of hole size or area affected, will require crossmember replacement."After filing this complaint, Bettenhausen Dodge (**** Bettenhausen) replied, "The warrant extension expired in August of 2020. Even if the hole was starting to form on the previous 2 visits it would not have been covered. We will help out on the price if the customer choses to repair it."This complaint was resolved with the expectation that Bettenhausen Dodge and **** Bettenhausen would follow through with their statement and pay for the repair. A receipt was uploaded to the BBB site for $148 dollars (cost of repair) on 1/10/2023.After receiving no follow-up to an email sent on 1/31/23 regarding this, I reached out again to BD/********************* via email. **** said, "The offer was if we fixed it the correct way we would help out with price(discount), sorry for the confusion. I know you had it temporarily fixed but that will only last so long." There were no stipulations in BD/****'s original BBB reply. **** has now not responded to emails on 2/15 and 2/24.

  

  Business response

  03/10/2023

  Help out with price if we did the repairs properly, not another shop that did a temporary fix! And I did respond to his email as he has my response. 

  Customer response

  03/14/2023

   
  Complaint: 19577257
  
  I am rejecting this response because:

  this response is erroneous on both counts.

  1. Both an email to **** Bettenhausen from Feb. 15th and an email from Feb. 24th went unresponded to, both asking for assistance and a reply back.  

  2. In my previous complaint, **** stated the following: " "The warrant extension expired in August of 2020. Even if the hole was starting to form on the previous 2 visits it would not have been covered. We will help out on the price if the customer choses to repair it." 

  There is nothing ambiguous about this statement: "...We will help out on the price if the customer choses to repair it."  That statement led me to accept the business's response and close the complaint - in this resolution, **** Bettenhausen did not make any qualifications regarding his offer of assistance - this previous complaint was closed in good faith that ******************************* would follow through with his word, which was not the case.

   

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

• Initial Complaint

  12/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A service Bulletin was issued by **** re: front and rear cross-member corrosion. On the previous oil change and multi-point inspection (4/21/22), no recommendations or notes were made of any corrosion on these parts/pieces. The oil was changed and the car was serviced on 12/28/22. The service department wrote on the service ticket: "subframe has a large hole in it and is rotting out...please replace ASAP - safety issue!!!!"I believe the service department is either: 1. not performing the proper multi-point inspections during oil changes, and/or 2. not relaying the proper safety concerns to the car owner/service coordinator and/or 3. overlooking safety bulletins issued from the automobile manufacturer.Service bulletin states, "Any perforation/rust through of either suspension crossmember, regardless of hole size or area affected, will require crossmember replacement."

  

  Business response

  12/29/2022

  Customer is contacting Corporate to get this resolved. There was not a hole in the crossmember on the previous visit 8 months prior.

  Customer response

  12/29/2022

   
  Complaint: 18652215
  
  I am rejecting this response because:

  Corporate has recorded the complaint, but there is nothing to be done through corporate.  Corporate says I need to contact the local dealer for remedy.

  I took the vehicle to a different area Dodge dealership - in their opinion, the time associated between oil changes, as well as the weather and driving amount, would not align with the rust present on the subframe.  

  I further took it to an area mechanic/body shop who said similar.

  I believe my original complaint still stands, and has not been addressed by Bettenhausen Dodge.

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

  

  Business response

  01/06/2023

  The warrant extension expired in August of 2020. Even if the hole was starting to form on the previous 2 visits it would not have been covered. We will help out on the price if the customer choses to repair it.

  Customer response

  01/10/2023

   
  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.  

  I have been quoted by a local body shop/mechanic for repairs to the subframe for $148 for the work.  A paid invoice has been attached here.
  
  Sincerely,
  
  *************************

• Initial Complaint

  10/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, After recovering my car from a carjacking. I had the car towed to Bettenhausen service because my Mopar vehicle warranty requires that it be serviced at a Mopar shop. I believed that I was leaving my car in capable hands. Over 65 days, there was 18 independent trips, dozens of phone calls and returning my car back to the service center four times to repair the repairs. I only have a new car key and no radio for my troubles. The service center refused to:-accept calls from my insurance company. -communicate whatsoever with the insurance company. (Despite being informed time and again that the phone call would only take five seconds, and is a simple yes or no question as to whether the car is still being serviced) *Note: This lack of communication meant that my insurance could not authorize an extension of my rental car, resulting in an additional $300 cost to myself.-refused to use the fax machine when inspections led to change orders in the car. Resulting in an $800 additional charge.-refused to competently use email to communicate with anyone involved.-refused to admit that they could not replace my radio Miraculously managed to improperly install the following: -brakes and rotors. My rotors nearly caught fire and after further repairs, finally replaced the newly damaged rotors. As if I couldnt see the grooves in the metal. Also pretty sure that after failing to decompress my calipers twice, those are now damaged as well. -Driver side window motor replacements. The original passenger side window sounds better than the replacement driver side window, and operates faster. -misaligned my wheels. Though they dispute that. I can provide documentation from the body shop that proves they didnt.The service center refused to refund me for the labor on my radio and alignment. Instead, they would only offer shop credit. I do not want to return my car to this shop.

  

  Business response

  10/26/2022

  My Service Director and myself are in contact with the customer to get this resolved.

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Warranty Issue, loss of trade in value due to prior damage, poor customer service. ********************************************* damaged my 2012 Ram **** while performing a recall repair on the truck. Where the accident happened and who was driving my vehicle was never told to me. An ********************* report was never obtained, this was an oversite by the driver of my vehicle and Bettehausen Dodge management . $4400.00 of damage was done on my vehicle. The vehicle was taken without my permission to *************************************. They performed the work, I also had to point out a few of the things they issed on their report. The work was done a 1 yr later I had to bring it back in for repairs, crash champions said that they received non oem parts for the repair that's why it didn't last. I went back to crash champions again and they said they woudnt cover the repair that they dont do work for Bettenhausen Dodge anymore. I went to the Dodge dealer and their service manager said he would do some kind of repair as a place in ************* ********. I couldn't make the set appointment (I did call and leave a message with the service manager. He has pictures of the issues on the truck ). I let numerous message for the service manager and left messages at the repair shop in *************. No one over returned my call. This is really poor business to treat people this way. I'm looking for a quick resolution to this issue before I go legal and media. Bettenhausen smashed up my property and sub standard work was done twice on my vehicle. I went to another body shop and they agreed with me on that point and gave me a preliminary estimate of $2400.00. Also I showed this to a body man of 30 yrs and he stated that the work was sub standard also. Thank You *********************

  

  Business response

  08/15/2022

  Last time customer was here was back in 2016 and car was repaired in 2015. Not sure what is wrong but please have customer come back in to inspect.

  Customer response

  08/15/2022

   
  Complaint: 17660491
  
  I am rejecting this response because: someone at Bettenhausen obviously didn't read the complaint , please read my complaint in detail and and make a educated response please.
  
  Sincerely,
  
  *********************

  

  Business response

  08/16/2022

  Can the customer supply any names so we can get more information then?? What body shop also?

  Customer response

  08/18/2022

   
  Complaint: 17660491
  
  I am rejecting this response because: again please read our original complaint , The name of the auto body company was Crash Champions (2x ), your service manager took pictures and he set it up with (an ***************** ? ) in ************* ** to do some kind of a band ***********. Crash Champion said they no longer do business with Bettenhausen dodge . Please treat this complaint seriously. I would hope that someone with some authority at your company will give us a concerned  answer to our complaint.  
  Sincerely,
  
  *********************

  

  Business response

  08/29/2022

  Please have  ************** contact **** our Service Manager to get this resolved.

• Initial Complaint

  02/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my 2014 jeep patriot for service on 02/10/2022 Thursday afternoon. Was told by *** someone will be doing a full inspection on the vehicle in the morning, she took a copy of the invoice from ********** No one called me I was upset about it around 3:30, I spoke with ***** He stated that someone will give me a call later about my vehicle, I received a call on Saturday that stated work was need to be done and it will be $2900. I ask was any discounts available. He stated he can sure file one for me, I give him the OK to fix my jeep. He stated the parts had to be ordered. I was called Tuesday with an update on something that still wasn't right. I received a call from him saying my jeep was ready the price was $2682.55. I came to pick up my Jeep on Thursday afternoon. I was directed to the window pick my keys and pay, she give me a price a quote of $2900. we went back and forth until ****** comes from the service department to adjust the price. Also since we purchase this in 09/2014 all work has been done by this dealership and it's on record. It's very unfair that I was treated like this and I continue giving this company business since 2014.It was so bad lack of communication I should've been called first thing Friday morning and my parts couldn't be ordered early, I had to pay 7-day rental car just because ***** staff lack careless, judgment and communication. The service didn't care about my time or the money I had to spend here or outside of Bettenhausen.

  

  Business response

  03/14/2022

  This is from my Service Director below

   

  ****
    This one is a little confusing. **** quoted $2900 + tax = $3009. The customer asked for a discount and **** got him down to $2682.55 OTD or $2573.72 plus tax. His discount was roughly $435 dollars. 
  I asked ***** and it didnt ring a ****. **** did mention that when he did the paperwork, he called them with their discounted total. **** also stated he did communicate with them several times.

*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. ↩