ComplaintsforLucas Smith Chrysler Center
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Complaint Details
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Initial Complaint
07/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I took my vehicle to this shop for engine issues, they have been trying to diagnose the codes for over 5 weeks now. This company has told me that they can not figure out what the issue is and can not guarantee any repairs. They want me to pay for all sorts of repairs they are just guessing on, which I refuse to do. I simply want to return the car to the original dealership I purchased it from in February 2022, but this shop will not release my vehicle until I pay them $1200.00. They are telling me they can't fix it, so I should not owe them anything.Business response
08/01/2022
This customer Had her vehicle at the dealer she bought it from and they were unable to fix. She was told up front that we charge $150 per hour and we cant give an estimate do to the nature of the issue. She was contacted about the bill as it was getting larger, we were told to keep going. The factory suggested a wirring harness. Before we installed she told us she was taking it back to the dealer that couldn't fix it before because now they could. Customer also contacted Stellantis about getting help on the repair. They wouldn't get involved until our bill was paid. She was well aware of the bill but didn't want to pay if the factory was going to.Initial Complaint
07/09/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
7/9/2021 I called and talk to Rick the service department manager and he told me that my car was ready to pick up but they could only program one key not both. I said both were working so I want both still working. He told me that He doesn’t know if what I’m saying is true and said many customers have lied to him before. Then said if I keep asking for another key that he’ll charge me 20 extra hours of labor for my car. Then hung up!Business response
08/11/2021
BBB COMMENT BY STAFF SKW:
This has been resolved via Facebook
Customer response
08/11/2021
Complaint: ********
I am rejecting this response because: It has not been revolved through Facebook. Someone that works there made a comment via Facebook that said and I quote:“ *******, I truly apologize for the issues you were having with your 2015 Jeep Renegade. Our service department takes pride in finding and fixing vehicles the correct way. We spent over 20 hours trying to diagnose the problem including contacting Jeep engineers. In the end, they (Jeep) recommended replacing the body control module. When you replace the module you need to reprogramme the keys to the vehicle. We were able to program one key fob but couldn't get the 2nd to sync with your Jeep. Why? It could be a number of reasons. Either way, the 2nd key fob was bad. In the end, we didn't charge you the time it took to diagnose the problem. Should we have handled the conversation on the phone differently? Most differently so. “
I still did not receive my 2nd key. They should not be on BBB for what they have done and said to me.
Sincerely,
******* ********
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.