ComplaintsforMarty Cancila Dodge Chrysler Jeep Ram

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 12 I took my car to Marty Cancila for my normal oil change routine that I have been doing for the past 2 years with them , while I was there they recommended that I needed to get my tires fixed and get something that has to do with cooling emptied , I declined for tires because my tires are fairly new and agreed to the other thing, within ***************************************************************************************** that my car is hit by that time I was already pulling up to work , before getting my oil changed that day I never had any problems with my car , my car is in very good condition never ran hot never had any leaks never been in any accidents and no major problems in general, so I called early that morning the next day asking to speak with management they got my information and said they would deliver information to management, the adviser called m back in said I could come back that day which was July 23 but I was at work so I went Friday and waited about 2 hrs and the adviser came out and told me my car was running hot because I need a thermostat and a radiator assembly I asked the advisor why wasnt this mentioned to me when I was just here for a oil changed and he replied he didnt know I said I think this very weird all of sudden Im having problems that I never had before and that you all never mentioned or recommended this and I need this he said sorry apparently this has been leaking for a while I said this doesnt feel right and then I left , I dont know why I didnt ask to speak to a manager right then in there but once I got home and kept thinking about it I said to myself my car literally never had any problems like this until after the oil changed so I called back up to Marty Cancila asked to speak to manager a lady on the phone asked what was this about I told her she tried calling the manager but he wasnt at the desk she said she would give him the information and he should be calling me back , today is Monday still hav

  

  Business response

  08/17/2023

  Thank you for the opportunity to review this consumers complaint,   After review we find that this claims has no merit.  The radiator has a coolant leak see attached picture  causing it to leak coolant.   This was not a result of any or organization only a component that failed.  Unfortunately the vehicle is outside of its manufacture warranty and the cost to repair will be at the expense of the consumer.   As a goodwill gesture  we will offer a 15% discount on Parts and Labor for replacement of radiator and coolant. to receive this discount the this service must be completed by September 30th 2023.  Please  reach out with any further question.   If the consumer would like to take advantage of this offer please respond directly to this filed complaint.  Thank you 

  Customer response

  08/21/2023

  Complaint: 20335471
  
  I am rejecting this response because:my car did not start giving me trouble until my last visit of receiving oil change, I have been to this business numerous times for oil change and oil things and never had a problem , then this pacific time I go to get my oil change then my car starts to run hot 15 minutes after I leave, my car has never ran hot, my car has never gave me any problems is what I'm trying to make this business understand. Also I'm still confused on why it was not recommended to me about my radiator. leak when I was getting my oil change, the only thing that was recommended was to fix my tires and to empty out my coolant, I declined tire service for my tires because my tires are very new and I have yet to have problems with my tires after what was recommended, I accepted for my coolant to be empty, after that still no mention of a leak, then once I bring my car back 2 days later because it was running hot , now its recommended that I have a leak thats been going on for a while ,I'm not convinced. I tried calling numerous of times after that to speak with management to voice my concern, I left messages through whoever answered the phone and still no respond  from anyone which left me no choice but to further this situation
  
  
  Sincerely,
  
  *****************************

  

  Business response

  08/25/2023

  Thank you for the opportunity to address this consumers complaint.  While we understand that the Vehicle overheated we can not be responsible for a leaking radiator and thermostat that needs replaced.  This vehicle was in for a routine oil change and we noted the coolant was low in the system when the fluids were checked.  A thermostat is a seal component  in the engine area and its evident based on the pictures that this is leaking from the seam areas of the radiator.  These components fail on vehicle daily.   The Customer declined the recommendations to address the tires and the low coolant that we noted .   We do not perform diagnostic of system components when a vehicle is in for a routine maintenance such as and oil change.  Our Business did not create these components to fail due to workmanship while performing a  routine oil change service.   We understand the consumers frustration and would like increase our  gesture of goodwill and offer  50% discount on the replacement of the failed Thermostat and Radiator, if repaired in the next 14 business days. The consumer will need to respond through this portal to move forward with this goodwill offer,  Please let us know if you have any further questions or need any additional information provided.  

  Thank you 

  Customer response

  08/31/2023

  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

  06/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The customer service was great until it got to the point of employment. I received a call from **** Wednesday 6.21.23 around the time of 7pm. During this phone call **** & his Finance Manager are laughing. **** says “Yea Ms. ******* the bank says that you got Terminated from your job on 6.15.23” I ask so shockingly “How, I just went to work today & got paid today.” He repeats what he said to his Finance Manager & the Finance Manager who I believe his name was ****, laughs & says “that’s great & all but the bank said there not doing anything without some type of proof of employment.” At this point I felt disrespected because I’m telling these salesmen’s I’m doing business with that I am employed & I’m not sure what’s going on & they’re laughing. I eventually went up there with my Assistant Branch Manager who proceeded to show **** that I am employed. He then proceeded to ask for My Branch Managers number & my recent Paycheck stub. They get into contact, my Manager sends the proof of employment & tells him to reach out with anymore questions. Today 6.23.23 I’m at work & receive a call from **** at 10:53Am. I explain I am at work & cannot take a call. Can he send me a text or call later, he then says “I’m just calling to tell you, you need a co-signer.” I say “okay.” & hang up because I am at work. I eventually call back & try to figure out exactly what is going on. **** then explains that “The bank won’t work with me because I’ve been terminated from my job, & there is still no proof of employment.” Then I ask “How when my Manager just sent proof of employment.” Then he says very fast “No Banks want to work with you” I explain to him that I just don’t want to do business with you all anymore because I am very unsatisfied & keep getting the run around. **** then continues to say “okay” very nastily as if I upset him, I did hang up & text **** & explain how very unsatisfied & disrespected I felt during this whole process.

  

  Business response

  08/02/2023

  Regarding a phone call that Ms. ****** referred to...****, the sales manager, had explained to Ms. ******* that he was on the showroom floor where many different conversations from many different parties take place.  Any laughter she may have heard was in relation to one of those other conversations.  Not the conversation that **** was having with Ms. *******. 

  Regarding the employment claims in the complaint... Ms. *******s employer reports to " The Work Number" a employment verification service,.  The lender pulled the information from the work number, not the dealership.  The information that was pulled through the verification service stated that Ms. ******* was a Temporary Employee who had recently been terminated.  Ms. ******* shared with the Finance Manager that she was infact employed.  The finance manager asked Ms. ******* to get the documentation to prove she was still employed.  Nothing that Ms. ******* provided nor any documetation from place of employment convinced the lender that we was infact employed.  

  Customer response

  08/10/2023

  Complaint: ********
  
  I am rejecting this response because:

  I made an account on the work number to see what they were talking about, they stated that I was terminated back in June but the work number has checks for me for after June of this year the very month  they said that I was terminated. How could they still report checks from the job they’re saying I’m terminated from if I’m not terminated? I attached the images of the report info that I got from the website they use. Their manager said I was terminated in June, and I wasn’t. I would like for them to fix their mistake please and go back and check their sources because the very same source they’re using is still reporting check stubs for me past the very date they’re claiming I was terminated. 
  Sincerely,
  ****** *******

• Initial Complaint

  06/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchase a 2016 Yukon Danali Truck worth $58000.00 in 02/2023. The engine went out in the truck and now I have to pay out of pocket for a rent until the engine is fixed. They have had the truck for over a month and the engine still isn't fixed. I have barely drove the truck due to it being in the shop most of the time I have had it. I would like for them to pay for the rental of the car until the truck is fixed.

  

  Business response

  06/20/2023

  Thank you for the opportunity to review this complaint.   

  Unfortunately this  remain engine is on backorder  due to the General Motors supply chain issue and they are unable to fulfill the order.   We have spoken with the customers extended warranty  company and they have secured a 

  remanufacturer engine and Marty Cancila  has  committed to covering a portion of the rental bill as a goodwill gesture.  We are actively working to complete the repairs.  Please feel free to reach us if you have any other questions.  

   

  Thank you 

• Initial Complaint

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my truck in 4-28-2023 for making a ticking noise as if I didn’t have oil in my truck. Marty Cancila diagnosed the oil area and charged me $200 for this diagnostic only to tell me they didn’t see anything and that the noise probably was because I needed an oil change so I insisted on letting them do an oil change, in which they had my truck for an additional 10 days due to an oil change, when I received my truck back 2 days later my truck radiator fluid was on the ground and when I checked the oil it wasn’t any on the dip stick so I called Marty Cancila back to inform them what was going on with my vehicle and they had the vehicle towed from my residence to their shop only to inconvenience me and tell me it’s other problems dealing with the oil area and that I have to pay them more money to fix the problem when in reality the problem was supposed to been getting fixed all alone. I don’t have any more money to keep paying people or Uber to get back and forth to work can someone please help me!

  

  Business response

  08/28/2023

  We have reviewed this consumers complaint.  After review of this customers concern we find no wrong doing on our part.   This vehicle exhibits internal oil pressure and oil circulation issue based on the condition of the engine,  unfortunately this vehicle has 207,000 miles on it with  no active warranty that will cover the cost of the Engine repairs and would be at the expense of the consumer.   This condition is not related to any workmanship issue.    As a gesture of goodwill we would offer a $500  discount towards the purchase of a new vehicle.  Please feel free to reach out with any further question.  Thank you

   

   

• Initial Complaint

  03/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I bought a truck in January/2023 (2022 Jeep Renegade) I went to pay my sales tax, and I was unable to do so because there is s lien on the truck. I contacted the dealership several times on 02/03/2023 spoke to ********, then again on left a message 02/07/2023 for ******** she did not call back. Then again on 02/08/2023 and spoke with ***** (twice). **** from (financial) called with a update on 02/22/2023 left a message and then he called again on 02/23/2023 and stated Chrysler had a lien on the truck and was waiting on Comptroller to release the lien. Then I returned back to the Dealership on 03/02/2023 due to my temporary tags running out and they gave me updated temporary tags. I have not heard from them regarding the lien since 03/02/2023. I would like to be able to pay my personal property tax, also if there is a late fee I should not be held accountable due to the lien on the vehicle.

  Customer response

  03/14/2023

  The business has resolved this issue.  The fact that it took so long for them to get it done.  

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an issue with them in July on my 2002 Concord Limited. While they were working on my car, they broke my fuel pump. When I drove it home, all I smelt was fuel. They said they didn't do it, but I didn't have the issue until I took it there. I tried to tell them about it and they shrugged it off. I paid the loan and I feel taken advantage of. I had it looked at at another shop and it said it was broken but glued back together.

  

  Business response

  01/12/2023

  To whom it may concern,

  We have reviewed this customers concern on there 2002 Concorde with 245,000 miles on it that was at our facility and picked up by the customer in July of 2022  and have found this claim to have no merit as well as no indication that this was damaged while repairing the checking light for an emission system component failure.  This was reviewed with the consumer with our service manage back in July and there was clear indication that this had been epoxied some time ago and another repair facility.  Please note this vehicle has been in our service department 2 times  in 245K miles.  Thank you for the  opportunity to address this concern please feel free to reach out to us with any further questions 

  Thankyou 

• Initial Complaint

  10/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My van has been at Marty Cancilia since August 28,2022 because my check engine light was on, I was originally told that it was a sensor for my lights, then it was a sensor for my shifter (which is the problem I was having )and they had to order the part but it was covered under warranty , then *** ( my advisor) stated that it was my engine and they had to order it but it was covered under warranty , I have rental on my contract but every time I've attempted to obtain one because I still have to go to work, there has not been one available, well today is October 4th and I have called and gone up there to inquire about my van its always something, First the engine was on back order and as soon as it come in they would fix it, and every week it was it hasn't come in yet but I had to call and inquire about the part and didn't get a call back, I would have to drop by when I got off work early because service is closed by the time I get off most days, Then it was the engine is in but they are waiting for a gasket kit and same every week the part is supposed to be there and no part or no phone call letting me know they havn't received it. They instead tried to coerce me to get a new 2023 Hybrid Pacifica with a much higher car note by telling me the car would break down again and wouldn't be covered like they were going to do something to my van to make sure I returned. I have had to rent a car from **** because through all this I still have to go to work. I have called every day since September 26th the last time I actually talked to *** because I popped up at Marty Cancilia, He has not answered my calls or returned my calls back to me. I've requested a call from the manager **** ******** and NOTHING. I feel the month they have had my van they should pay for and reimbursed me for my rental because there is no way in over a month they do not have a rental available for me. They should not be allowed to do customers like this and should provide better service .

  

  Business response

  10/11/2022

  On 08/29/2022, *** ***** brought in *** ******** 2017 Chrysler Pacifica, **** ****************** with 96,799 miles stated the check engine light was on.
  
  On 08/30/2022, the technician diagnosed the vehicle and found PCM code P0305 for a Cylinder 5 Misfire             and PCM code P0300 for a Multiple Cylinder Misfire. Next, the tech checked the cooling system and found that there was no coolant in the coolant bottle. Then, the tech removed the #5 spark plug, he then pressurized the coolant system and there was antifreeze leaking into the cylinder.  Due to this the engine needed to be replaced.
  
  The repair is not covered under the factory powertrain warranty, it expired at 60,000 miles.  The customer does have an aftermarket extended warranty through ****.  On 08/31/2022, We contacted **** and received an approval to so on claim# *********
  
  On 09/01/2022, we ordered the two parts required to complete the repair. Part# 68237714AE – Engine and part# 68361495AA – Engine gasket set.  They were both put on expedited Special Handling. The Engine arrived on 09/06/2022. The Engine gasket set arrived today 10/11/2022.  There is no question *** ***** has been waiting a long period of time to receive her parts.  Unfortunately, that is the world we live in now with supply chain issues and low overall supply.  Currently there has been over a 400% increase in backordered parts availability. As we work with a short staff and the above parts issue, we will continue to work on improving our communication between our advisors and customers. 
  
  The customer does not have any rental coverage or provisions through the Manufacture.  The customer does have rental coverage through her **** aftermarket extended warranty with a maximum coverage of $175.00. Her **** Policy Number is *********. This current **** contract expires on 11/30/2022 or 100,000 miles, whichever comes first. *** ***** needs to contact **** * ************** to request rental reimbursement.  She may also want to contact ***** ***** * ************** to see if than can provide her with any rental relief.
  
  The Engine replacement has a $100 deductible for the repair.  For goodwill, we will waive the $100 Ded.  
  
  
  Sincerely,
  ******* *******

• Initial Complaint

  09/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  December 2021 I was involved in an accident and had to have my car towed to this shop for repairs. This company had my car for over 3 months and still did not completely repair the car as they were paid to do. I have taken the car back to them at least 4 times and are now telling me they have no idea what is wrong with the vehicle, and that they have done all they can, they left it at that and will not address the repairs any further, their mechanic told me to just sell my vehicle.

  

  Business response

  10/11/2022

  Thank you for the opportunity to review this case. After further investigation we have repaired this vehicle based on the provisions of the insured provider. The vehicle was involved in an accident in 2021. We have worked with ******** ****** and have been advised that any further check out for repairs could be at the cost of the consumer. This was provided by ******** ****** Insurance. If the customer would like to have a second opinion on the vehicle, please work directly with your insurance company and adjuster. We will not be providing any further assistance of repairs or refund. Any further questions, please reach out to us directly.

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid this company $1000 to repair my 2010 Dodge Ram 3.7. I got 3 diagnostic tests before I went there. The issue is with the *** control module. I brought one of them with me. They had the car a whole week. They fixed a recall as well. I picked my car up and it broke down less than an hour after I picked it up. I contacted the company and was cursed out and would not talk or listen to me. Now they said they are not going to do anything to resolve this. 

  

  Business response

  08/10/2022

  Thank you for the opportunity to respond to this consumers complaint.  This complaint has no merit.   This vehicle was brought to our facility and requested by the owner of the vehicle to replace the *** control module.  We reviewed with the client that the vehicle should be properly diagnosed prior to installing this module.   The customer would not authorize  diagnosis of the vehicle and was fully disclosed that we would only install the part requested and a deposit was take to special order the part.  We installed the part as requested.  We were very transparent about what would take place.  This client provided that the vehicle was diagnosis at 3 other places prior to bring it to our facility and requested part be replaced, made a deposit for the special order part , and elected to not have it diagnosed.  Unfortunately the situation became unprofessional with client as the desired result was not what was excepted and the client was asked to leave. 

  Please feel free to contact us if you have any further questions. Thank you 

  Customer response

  08/10/2022

  Complaint: 17687893
  
  I am rejecting this response because: now the truck doesn't work at all it started  and ran when  i dropped it off.   Marty Cancila didn't even test drive to see if truck even worked after the part was put my abs light still blinking i never rejected test for after parts was put on i made it clear to check if that's not the problem fix and was welling to pay i was yelled at by manager  service rep didn't fully explain anything about testing my truck period i spent 951$ total just drive home a broke truck it  didn't make it home i had to get it towed they made it clear they didn't test drive the truck they didn't even charge the battery that's a part of reprogramming a abs control module come sense so i still feel like something should be done for not even test the truck that didn't make it off the lot *********************** never put in notes to check after the parts was put on who does that it's common sense to check parts after they have been put on not just instal them but to see if they actually works 
  
  
  
  Sincerely,
  
  *******************

  

  Business response

  08/16/2022

  Thank you for the opportunity to respond to this consumers complaint.   As indicated on our previous correspondence we install this requested and were very transparent that we recommend diagnosing the vehicle to ensure the proper item is repaired.  We feel terrible  that the consumer has been to 3 other repair facilities to diagnosis this problem and it has not fixed the  consumer  problem. The requested ABS Module was installed and initialized based on the vehicle model outlined by Mopar and Stellantis.    As a gesture of goodwill we will refund the consumer $150 and a check will be mailed in 7 to 10 business days to the address on file.  We will provide no further assistance.   Thank you 

  Customer response

  08/16/2022

  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

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dodge has messed up my car beyond repairs. i went due to my airbag light was on which they have recalls for airbag light controller. After they spent 6 hours with my car nothing was fixed. My car airbag light was still on and my car chargers stopped working. Since they have touched my car I have had nothing but electricity problems with my car. I have filed a claim against them and they are asking me to take it up there again for them to break it. Mind you for a recall on airbags lights was free so since they did not fix correctly they trying to charge. I took my car to a auto repair shop who has worked on my car for years confirmed with them messing with my wires they blew my fuses. Now I have to replace my fuse box

  

  Business response

  08/16/2022

  Thank you for the opportunity to respond to this consumers complaint.  After review of this claim we find that this claim has no merit.  We completed the Manufactures recall S61 based on the provisions of the Recall.  We have reviewed the onboard data that is attached and this vehicle at one time or another prior to the arrival at our facility for the first ever visit as set a fault code that is no longer active for the ******* **** ***** ******* **** *****.  There recall was completed and passed all initialization for the module and the vehicle was returned to the client.  The Vehicle is out of warranty and additional repairs will be at the expense of the consumer not covered by the provisions of the recall.   We encourage the Client to reach out the ***** ****** ******* * ***** ******** to seek any type of goodwill repair.  We have no indication that any items were damaged while performing the recall and consumer has elected not to let us look at the Vehicle again. Please feel free to reach out to us with any further questions.    

*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. ↩