ComplaintsforGlendale Chrysler Jeep

• Initial Complaint

  12/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2021 jeep wrangler rubicon in Oct '22. I had the vehicle for only a few days before I noticed there was a dent and taillight damage. They gave me a Jeep Compass as a loaner. A week after I got my vehicle back and upon turning it on, the windshield cracked. Then my check engine light came on and their diagnostic said that I needed a valve replaced. A month later my dashboard gave me every notification possible. They ran diagnostics again and I was notified of recall issues. My screen/dashboard has still been glitching out. They said another valve needed replacing. They said they would have the vehicle until Jan '25.

  

  Business response

  12/13/2023

  We currently have this vehicle at our dealership being repaired. The issues the vehicle came in for have been diagnosed and parts have been ordered. The current estimated arrival time of the part needed is 12/18/2023. The service advisor *** has informed the customer of this. All repairs will be covered under the vehicle warranty and the extended warranty the customer had purchased. A rental vehicle is being provided at no charge to the customer while repairs are being made. With the vehicle purchased preowned and having 42079 miles, it does not qualify for repurchase. We do want you to be happy with your vehicle and are making every effort possible to get your vehicle fixed correctly and efficiently. I am always available by phone or text if you have any questions and can be reached at ************. Thanks *****

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my 2016 Jeep Wrangler in on Oct 2nd to address an issue with my ABS brakes. I was not given a loaner vehicle. It was determined a sensor had gone bad. The shop also stated there were multiple leaks on the vehicle. My 3rd-party warranty agreed to cover the bad sensor as well as the timing chain cover leak. I picked up the Jeep on Oct 9th and paid the $100 deductible plus the cost of some additional maintenance items, including a tire rotation and balance. Driving home the Jeep began to overheat. This was not an issue prior to bringing in the Jeep to fix the ABS issue. I tried contacting ****, my advisor, but he did not answer. I left text messages and a voice mail. I had to pull off the highway and drive the car home very slowly with the heat on. On Oct 10, the dealership sent a tow truck to bring the Jeep back to their shop. On Oct 11th they provided a loaner car. Later on the 11th it was determined the Jeep needed a new thermostat. There was no charge. I picked the Jeep up on Oct 12th. Driving home the Jeep did not overheat, however, this time the Jeep began to shake erratically. Again, this was another issue that did not exist prior to this most recent visit to Glendale. My wife and I spent the next few days going back 'n' forth with people at Glendale. Meanwhile, we continued to experience extremely obnoxious shaking while driving the Jeep. It was especially violent when after hitting a bump at highway speeds and or turning. *****, a service manager at the time, told my wife it was likely due to uneven wear on our tires, but she had questions my wife was unable to answer. I tried calling ***** multiple times, only to eventually learn that she was no longer with the company and ***** took over her role. ***** told me to bring the Jeep back on Oct 25th. I brought it in on the evening of the 24th. ***** provided a rental, but only after further discussion did he agree to waive the rental fee. He said the fix should only take 1 day. There was no communication on Oct 25th. On the 26th, **** called and said the repairs would be over $2k. I asked what my warranty was covering. He did not believe a car with this many miles could even have a warranty. At 3:00 PM on the 26th someone texted and said the warranty company was closed and I would be responsible for rental costs over the day ***** waived. I stated I would not be paying any rental costs as the car is back in the shop again for issues that did not exist previously. I asked why the warranty company had not been contacted all day Wednesday, Thursday or even earlier on Friday. The rep responded that he was not in the office for the last 2 days. Why was I told my Jeep would be fixed in a day then assigned to someone out of the office for 2 days? Regardless, I filled up the loaner with gas, parked it in front of my house and put the key in the mailbox and told them to come and get it. I received no further correspondence. It was not until Nov 2nd that they finished fixing my Jeep. The repairs were covered by the warranty, but there is a balance left for the loaner of $480. Additionally, my vehicle is not fixed. The shaking is still an issue. I sent multiple text messages asking if my Jeep was test driven and have not received a response. Dealing with Glendale is extremely difficult. Communication is poor and inconsistent, there is limited organization and resources are not well-assigned to vehicles in the Service Department. Most importantly, my Jeep developed new issues after each visit to this dealership. Something that should have been a simple fix has turned into a month-long nightmare.

  

  Business response

  11/08/2023

  Glendale CJDR originally inspected the vehicle on 10/02/2023 at 100,543 miles. We resolved the concerns it was brought in for and performed some additional maintenance. The vehicle did experience an overheating concern due to a failed thermostat. The failed thermostat was not related to the previous repairs. It was previously replaced at **** ******** Chrysler and was under a parts warranty. We were able to get the part replaced under the parts warranty. This was at no cost to the customer, and we provided a no cost rental vehicle while the repairs were being made.

  The customer called back and left a voicemail for ***** about a steering oscillation issue. Our service manager ***** *****, received the forwarded voicemail, reached out to the customer and set an appointment. The customer stated that he would need a rental vehicle, but at no time was it promised that it would be at no charge.

  When the vehicle was dropped off on 10/24/2023, the customer asked if we were covering the rental car charges, because we caused this concern. ***** explained to the customer that we performed a tire rotation, if that was causing the issue, we did nothing but move the front tires to the back and back tires to the front. The tires do have substantial wear and do need to be replaced. The customer declined replacement of tires on both visits. ***** agreed to cover 1 day of loaner car while the vehicle was being inspected.
  

  We found several tie rods worn, which can contribute towards a steering oscillation concern. These components were simply worn out due to the age and mileage of the vehicle. This condition was not caused by rotation of the tires. We attempted to reach the customer’s extended warranty company and they were difficult to reach. We received a message stating that they were closed due to having a staff pizza party and would not be back in until Monday. We informed the customer, and the customer became upset and stated that there was no way he was paying our ridiculous rental prices and stated we could come pick up the vehicle. We received authorization from the warranty company for replacement of the worn tie rods, but not for the additional cost of the rental vehicle. When the customer picked up, they refused to pay for the rental vehicle but did pay his $100 deductible for the vehicle repair. 

  The next step to resolve the steering oscillation issue is to replace the worn tires. The customer has declined tire replacement twice. Again, there is nothing Glendale is negligent in. We did not cause the tires to wear.  This is normal wear and tear on the vehicle, no incorrect repairs or misdiagnosis were performed. 

  Customer response

  11/09/2023

  Complaint: ********
  
  I am rejecting this response because:
  The tires do not need replacing and that was never recommended. I am attaching each of the receipts I was given from the 3 visits to Glendale. If applicable, any recommended maintenance/service would be included on the receipt if the customer elects not to have it performed. This is common practice at any dealership or general automotive shop. You will not see any mention of tires being recommended on any of the receipts.
  On the second page from the first visit, #2 states "Rotate Tires and Inspect Tread Condition". It would normally be at this point where you would see a recommendation for new tires if there was an issue, but clearly you do not. Glendale did call and suggest that I have my transmission flushed (#5), the fuel induction serviced (#7) and the fuel injectors cleaned (#8). Everything they recommended, I agreed to have done at my expense, not the warranty. Again, if there was any mention of needing tires, it would have been on the receipt. You can read through the receipts from the 2nd and 3rd visits. Again, there is no mention of needing tires. On the 3rd visit, you will even see that a multi-point inspection was performed and there were no recommendations from the inspection. The comment that we were told to replace the tires is completely false. More importantly, tires do not wear while sitting at the dealership. The car was just driven almost 1000 miles from Charleston to St. Louis and had no issues. It had no issues the first couple weeks in St. Louis. The violent shaking only started after getting the car back from Glendale after the second visit. We weren't able to get the car to a fast enough speed after the first visit because of the overheating issue, so the shaking did not present itself at that time.
  Additionally, we are rejecting their response because on the 3rd visit the car was dropped off on a Tuesday evening. Glendale did not attempt to call the warranty company until 3:00 on Friday afternoon, 3 days later. It is very possible the warranty company was having a pizza party at that time. That's not unusual for a Friday afternoon at any place of business. Why didn't Glendale call on Wednesday, Thursday or Friday morning? ***** informed me this would only be a 1-day job, but he assigned the job to someone who was out of the office on Wednesday and Thursday and then tried to charge me for using one of their loaner vehicles while my car sat at the dealership receiving no attention whatsoever. This is poor resource management and if he made a mistake of not assigning the account to someone who was actually in the office, that is not an issue I am paying for. That is when I told the advisor the loaner would be sitting in front of my house for them to take, but they never did. I did not drive the car anymore until I had to deliver it back to them the following week when my car was finally finished. What was supposed to be a 1-day job turned into an entire week.
  The car still shakes erratically. There has been no improvement despite the work they claim to have done. At this point, we would like a refund of $2500 for the recent suspension work and we will take our car to another shop.
  
  
  Sincerely,
  
  ***** ********

  

  Business response

  11/10/2023

  ***** has spoke with customer and has agreed to reinspect the vehicle and tires, test drive vehicle and offer advice towards final resolution of the steering oscillation and/or vibration and shaking concern. We are available for the reinspection next week. Waiting to here from customer on when they can bring the vehicle in.  

  Customer response

  11/15/2023

  Complaint: ********
  
  I am rejecting this response because the issue is not resolved. My wife has left a msg for ***** to schedule another appointment. This will be the 4th appointment in the last 60 days. The dealer has collected around $7000 to this point and the car is running worse than before it went in the first time. We're not willing to spend more. The last $2500 was supposed to fix the shaking. Once the shaking is resolved, we'll consider accepting the resolution.
  
  
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  09/28/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  6/22/20 Leased I Jeep Wrangler from Glendale Jeep. Our 4 lease is up on May 22, 2024 so we have started to look at our options (buy or lease another vehicle or keep this one). We visited 3 or 4 dealerships and found out that we would owe an additional $6,000-$15, 000. I have leased 5 other vehicles and have never had this happen. So we went back and looked at our contract. At the time of signing we did not fully understand all the terms, we were rushed into the paperwork, signed it, and then found out we also would owe mileage overage, which is normal, however, the reason we purchased from here was we were promised that the vehicle would not be sent back to the leasing company. All of a sudden that changed. In addition, I realized that they increased the price of the vehicle by about $14,000, which made our payments high. Also, we are making payments on the full price of the vehicle. The reason I have leased in the past was because you should be paying on the 3 or 4 years not the full price. The dealership is making $16,000 off of our lease. All we are asking for is to break even and return this vehicle so we can move on.

  

  Business response

  10/20/2023

  Glendale CJDR has tried to reach out to the customer with numerous calls and emails but have not received any response back from ******* *****.
  We’d be happy to talk to ******* ***** to try to resolve the matter. However, if ******* ***** has an issue with her lease contract, that is something she needs to talk to ******* **** about as they are the lessor/bank. You cannot just terminate a lease whenever you wish to and not owe anything. 

• Initial Complaint

  08/02/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  It started by having a lease with them for 3 years. There would be sales tax, etc I would owe $2500 due immediately but he said if I would get into a new lease I would only have to pay $400 approximate dollars at that time. The only thing was that I didn't want to stay in the lease. I asked questions and what I was told was completely incorrect. I would like for them to honor what would happen when I turned in the lease

  

  Business response

  08/29/2023

  *** ***** leased the vehicle he is referring to through us in April of 2022.  This was at least the second vehicle he has leased.  Both leases were through ******* ***** ****.  He traded in his previous lease for the new vehicle he leased in April of 2022.  He informed the salesperson that he no longer wanted to make the payments because he wanted to save money in early June of 2023.  He was informed when he dropped the vehicle off at the dealership that it would be considered a volunteer repossession and that it would affect his credit negatively.  After he dropped the car at the dealership, ******* **** was informed he had given up the vehicle.  This all occurred in early June.  At no point was the customer told he could turn the vehicle in at any time without any repercussion.    The Lease contract says he is responsible for 72 payments which he stopped making.  

• Initial Complaint

  02/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to file a complaint against Glendale Chrysler Jeep Dodge Ram regarding the purchase of a vehicle that had several undisclosed defects, the dealership's failure to repair the vehicle in a timely manner, and damage that occurred to the vehicle while in the dealership's care. I purchased a vehicle from Glendale Chrysler Jeep Dodge Ram on 09/27/2022 only to discover several defects after driving the car for a short period of time. I brought the car back to the dealership for repairs, but the process was extremely frustrating and disappointing. The dealership took longer than 30 days to repair the vehicle, despite multiple attempts on my part to contact them and obtain updates on the progress of the repairs. When I went to pick up the vehicle, I was informed that it had been hit by a tow truck while in the dealership's parking lot. I am extremely disappointed that the dealership failed to properly protect my vehicle while it was in their care. Furthermore, the dealership has given me a runaround about the repairs and has not been forthcoming with updates or answers to my calls. This lack of communication and poor customer service is unacceptable. I demand that Glendale Chrysler Jeep Dodge Ram take immediate action to rectify this situation. I expect the dealership to promptly repair the damage caused by the tow truck and ensure that the vehicle is free of any and all defects. I also request that they provide me with regular updates on the progress of the repairs and that they do not charge me for any further repairs or services related to this matter. If the dealership does not provide a satisfactory resolution to this issue, I will be forced to take further legal action. I urge the Better Business Bureau to investigate this matter and ensure that Glendale Chrysler Jeep Dodge Ram is held accountable for their poor customer service and failure to fulfill their responsibilities to their customers. Thank you for your attention to this matter.

  

  Business response

  03/14/2023

  Our service manager, ***** *****, had a sit-down conversation with the customer and discussed the issues he was having and apologized for the lack of communication. The vehicle has been repaired and the customer has picked up the repaired vehicle. We have done what was requested of the customer and there are no further issues that we have been advised of. 

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my Jeep Wrangler for service at Glendale Chrysler Jeep (immediately followed by my Chrysler van) to address very specific issues. With respect to the Jeep, I authorized repairs for all issues including those discovered in diagnostics which I also paid for and the bill came to approximately $6800. With the van, the total was much lower but I was quoted $3500 to fix the faulty seat, which I declined. Two days after receiving the Jeep back, I noticed signs of gross negligence. A large plastic cover was entirely missing from inside my engine compartment. It was returned only after I demanded it back -- the dealership had no problem finding it discarded in their garage. I also noticed that other parts had been broken by them and simply zip tied together. They were inexpensive parts (so presumably a dealership could have fixed it easily enough themselves) but I did NOT want to insist that they fix it because I didn't trust them after such terrible work. So I ordered the parts and replaced them myself. Then almost immediately other issues began that never occured before and I don't know whether they are directly related. I brought the Jeep to another Jeep dealership, which fixed some issues but noted that others were directly related to recent repair that they could tell had been done by a professional very recently and suggested I ask them to fix it because as they said, "any reputable dealer will guarantee their work". They also fixed my van for only $350. I contacted Glendale and after weeks, a service manager contacted me to apologize and offered to correct the issues. Since then, he disappeared and now it seems he no longer is employed there. I've tried repeatedly to reach someone else over the past two months, but nobody seems to respond. The mention of the van seat is important here because if that was so outrageously high priced by Glendale, I suspect that my 6800 price tag even if it had been good work might be equally outrageous.

  

  Business response

  01/11/2023

  We have reached out to the customer directly at the phone number he provided to the BBB. At this point, we have not heard back from the customer.
  

  We focus on the facts at Glendale CJDR. Please note the seat repair on the Chrysler van was quoted at $2,343.11 which included parts and labor. The recommended repair was the complete replacement of the seat riser and all cables. This would guarantee repair of the customer’s concern that the driver side rear stow and go seat would not go in.
  

  Our previous Service Drive Manager, **** ******** responded to an e-mail from the customer on 11/23/2022. There was no response from the customer after that e-mail. We checked all phone records and have no record of phone calls from the customer trying to reach out to us. The e-mail stated that we would be happy to look at the vehicle and correct anything that was caused by our technician. It should be noted that these repairs were completed in June 2022 by a factory certified ********** technician. Customer also states the vehicle has been repaired at other locations since this visit from June. We are a very reputable dealer and guarantee our work. We stand by the fact that we have offered for the customer to bring his vehicle into Glendale CJDR to have it inspected. We would suggest the customer reach out to our Service Management team to follow up on this concern.

  Customer response

  01/12/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  The service manager mentioned in this response seems to no longer be employed by the dealership. The email of that manager ********************** are automatically rejected. So the suggestion that they checked communication logs for responses as a means to demonstrate a willingness to resolve an issue is far from accurate. This refusal to address the issue is precisely the reason I turned to the BBB. As for the qualifications of the technicians, I normally trust the work of Jeep dealerships. In this case, I had reason to suspect otherwise. It's not like this dealership contacted me to admit to their negligence about not properly reassembling components or having used zip ties to bind components under the hood. They left that discovery for me, just as they did for more significant issues by other professionals. I am willing to gather affidavits and pursue this as such as it is, a potentially legally actionable case. I am also happy to share my experience with the world along with photos and documentation. I'm not sure why this business continues to offer such defenses. This is far from an amicable resolution.

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

  

  Business response

  01/12/2023

  Our Assistant Service Manager, ******* reached out to customer via phone call on 1/11/2023. She left a voice message requesting a callback before previous response was posted to BBB. We are able to check e-mails and phone logs from previous employees. We provided factual information regarding the service and communication. We again have done nothing negligent, but offered to assist the customer with an inspection of the vehicle. We again are asking the customer to reach out to us directly to discuss his concerns, rather than posting via BBB site.

• Initial Complaint

  12/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On December 9, I was charged $220.00 for a diagnostic test, though I told him it was free with my extended warranty & I would take my jeep to a preferred service shop, since their shop didn’t accept my extended warranty.

  

  Business response

  12/12/2022

  Customer was advised of the diagnostic charge at vehicle check in on 12/9/2022. We have attached documentation with customer signature as page 1 and 2 of attachment. This is the charge for our dealership technician to look at the vehicle to determine the cause of failure. At the time of check in, we were not advised customer had an aftermarket vehicle warranty. Once we were made aware of this via text message, we informed the customer that contract is not accepted at our dealership. We provided the customer with the full diagnosis of the vehicle. Customer opted to have repairs completed elsewhere. Customer is responsible for the diagnostic charges that were discussed and signed for at vehicle check in.  Customer also signed the Final invoice (pages 3 and 4 of attachment). There will be no refund issued as we were up front about the charges and cost. Thanks! 

• Initial Complaint

  05/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted my Glendale Chrysler dealer on 02/2022 because my gas tank would not take gas because it did not seem to be venting. They looked at my van on 3/16/22 and said the warranty was not valid because my car had been modified with wheelchair accommodations. I told them the warranty still applies, just as it did previously when they repaired my vehicle. They still refused, I filled out their satisfaction survey accordingly and I opened a case with Chrysler Customer Care (CCC) on 3/17/22. Glendale called back and said they would look at it for $100 diagnosis fee. So they took the van back in, then said it was a gas tank problem and the gas tank was modified so it was not covered under their warranty. So I took the van to the mobility dealer that did the modifications. They checked everything and found the problem to be a Chrysler vent hose that connected to the gas tank. When they replaced it with a new Chrysler hose the issue was resolved. Since it was indeed a Chrysler part malfunction it was not covered under the mobility warranty. So I went back to Chrysler to get reimbursement for the repair and the mis-diagnosis. I was told they would submit the information to CCC and it should be taken care of by Chrysler. However, CCC said Glendale told them it was not a Chrysler part. I showed the dealer the part that was taken out of my vehicle, and sent all involved a picture with the part number to prove it was a Chrysler part. CCC closed my case anyway with an email saying it was a modified part. I called CCC to again stressed that the part was not modified, and sent them the bill from the IRF also saying the part was not modified. They and Glendale both insist there is nothing else they can do and refuse to pay for the $388.35 repair, to correctly diagnose and replace the Chrysler part, and refuse to refund the $100 diagnosis fee even though it was a mis-diagnosis.

  

  Business response

  06/01/2022

  Glendale Chrysler Jeep Dodge Ram will honor any applicable warranty issued by the vehicle manufacturer. We will not void or invalidate a warranty due to modifications or any other reasons, we do not have the authority to do so. The Reason your Pacifica was not able to be diagnosed for no charge was that the warranty had expired on March 3, 2022. After speaking with you and Chrysler customer care, we agreed to do a reduced diagnostic charge of $100.00. We inspected the vehicle and determined the cause of the vehicle not accepting fuel was that the vent system was not venting. To continue with the diagnosis, we would have to remove the fuel tank. Since the fuel tank was a modified tank, we suggested to return to the manufacturer of the tank. There was not an incorrect diagnosis of the concern. We did replace the Main battery and auxiliary battery to correct the concern of the stop/start system not functioning. This was completed as a goodwill repair at no charge to you.
  The decision to make a goodwill repair is made by the Chrysler corporation (Stellantis). The amount you spent having the fuel tank venting system repaired has not been approved by Stellantis and the case was closed. Since the amount was not approved as goodwill and you are not in the warranty time frame for coverage of the component, we cannot submit for reimbursement of this amount.

  Customer response

  06/06/2022

  Complaint: ********
  
  I am rejecting this response because:  Both repair requests were made well within the warranty time frame.  The start/stop system has been in to the dealer multiple times as it has never functioned correctly for more than a couple of days each time it is "fixed" by Glendale.  It only worked for a couple of days after the last service and is not working again now.  I called Chrysler in February for the gas tank issue, but they said they could not get me in until March, and then in March refused to diagnosis it saying it had been modified.  Chrysler, works with the modifier before the car is even sold to make sure it is in compliance and their warranty is still valid for all of the original parts.  This is the case for every new wheelchair conversion that Chrysler sells to the conversion dealer, this is my 4th one, and I have never had a problem before.  I should not be penalized because they pushed it out of the warranty time frame.  Chrysler did not say they closed the case because it was out of warranty, they said they closed the case because the diagnosis indicated it was not a chrysler part that wasn't working.  That is proven false by my repair receipt, and the faulty part which I have and offered to Glendale to confirm.  Glendale did not say it was the vent system, they said it was the fuel tank, and in fact called Southern Bus and asked for the fuel tank part number.  But they said they would not be able to replace the gas tank under warranty because the gas tank isn't a Chrysler part.  I took it to Southern Bus to get a new gas tank, but they properly diagnosed the problem to be the chrysler vent hose.  The gas tank is fine and was not replaced.  Only the Chrysler vent hose that came on my car from the dealer was replaced and that fixed the problem.  These wheelchair vans are modified by certified dealers with Chrysler's permission.  As acknowledged in my paperwork and car sticker Chrysler's warranty is in full affect for all of it's parts.  I don't even understand why there is any question about coverage.  Since Glendale refused to fix it, I had no choice but to go to a non-chrysler dealer to get it fixed, and now they should pay the bill under warranty.  I've added the email from Chrysler closing the case due to the diagnosis glendale gave that it was not a Chrysler part.
  
  
  
  Sincerely,
  
  ******** ******

  

  Business response

  06/10/2022

  The repair requests were not made well within the time frame of the warranty expiration. Your initial repair visit for these concerns was on 03/16/2022. Your warranty expired on 03/01/2022. All out of warranty decisions are made by Chrysler and they have declined assistance. The notes that are in the customer care case state that you wanted to appeal the decision on 05/13/2022. Customer care stated to file an appeal, you would need to send a letter to their corporate office. They have reviewed all documentation that you provided them. They advised that the case as it stands is declined.
  Glendale has not misdiagnosed the problem, refused to work on the vehicle or have we denied coverage. We have provided the service for the price that was agreed upon by both parties involved before it was completed. If we could submit for reimbursement of the repair cost you incurred, we would. The only option to appeal this decision is to submit a letter to Chrysler’s Corporate office as stated by Chrysler Customer Care.

  Customer response

  06/13/2022

  Complaint: ********
  
  
  I am rejecting this response because As stated previously, I called Glendale in February and said I needed to make an appointment for a warranty repair. I had been having the issue for awhile and had it checked out at another shop, but they said go to the dealer because it should be covered under warranty. I'm currently in the hospital but I can supply proof of that visit, and thus the issue, dating to february. Glendale said they could not look at it until March. And then first refused to even look at it, and continued to draw it out even further. Glendale and Chrysler have both given me several different stories. First claiming there was no warranty because it was modified. I suited my original sale paperwork proving that to be false. Then they claimed it wasn't a Chrysler part. I submitted the service bill from Southern bus and identifying part information to prove that false. Then Glendale said it wasn't covered because it was touching a non Chrysler part, which again is proven false from my warranty paperwork.
  Additionally, I submitted the diagnosis paperwork from Glendale that they specifically documented as "warrenty" on the ticket. I have submitted multiple documents of prove and stated the issue clearly over and over, as I have tirelessly acted in good faith. I see no proof from Glendale or Chrysler that they have even reviewed or considered any of the documentation, no good faith, no trying to work with the mobility dealer. They can't even agree on one story.
  I bought a brand new van with a brand new warranty from a certified dealer that specifically contracts with Chrysler, so I can not fathom why they would treat a loyal disabled customer so horrible le and put up roadblock after roadblock and lie after lie. It's a Chrysler part it broke, and was brought to their attention within the warranty period ,the paperwork proves it. I see no other resolution than their full cooperation and payment for the repair, and a refund for the misdiagnosis of the repair needed. Please advise accordingly.
  
  
  Sincerely,
  
  
  ******** ******

• Initial Complaint

  04/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  So on April 20th I brought my truck into Glendale Chrysler keep and dodge to have some issues fixed. Their service department figured out what all was wrong and we got everything agreed upon and started on the 21st with them saying that all issues except the cracked exhaust manifold being able to be completed that day and the rest would be finished up the next morning. Ive had to book a rental while my truck is with them. So Friday the 22nd around lunch time I started to try and get ahold of them and prepping the rental to be returned. After many in answered calls I finally got ahold of someone just before I arrived there to try and talk to someone face to face. As I got out of the vehicle there were 3 employees standing out front as soon as I made eye contact they scoffed and turned their backs to me and I continued in to the service department where finding the service advisor assigned to my truck was next to impossible finally after 15 minutes or better the gentleman finally came out of the back (I asked a few people inside to help me find him as people would pass me). My problem with everything is Im paying for rentals while they work on my vehicle and they didnt have the truck done at that time. Ive had a hard time trying to stay in good communication with them period. I own a small business that depends on me having my truck. I literally cant run my business out of a car. It has to be a truck. I made arrangements with one of my customers based on what little information I had from them. I spent 5 hours on Friday trying to get ahold of them and then waiting on them to give answers only to hear that service advisor to look at me and tell me its not his problem my customer canceled the job because I dealing with other matters. Ive used Glendale dodge once before and it was the same way and the bull came out 400 more than quoted the first time I had them work on my truck. Everyone there is rude and you cant get straight answers from anyone

  

  Business response

  04/28/2022

  Here at Glendale Chrysler Jeep Dodge Ram, we pride ourselves on customer service. We strive to provide quality service within the fastest time possible. All our employees here are very friendly and honestly want to assist any customer with getting their vehicle repaired. Several of the situations you have mentioned did not sound at all how we conduct ourselves on a day-to-day basis. I have questioned the employees working that day and they were just as thrown off just as I was. If you felt this way coming into our dealership,I apologize and I know it was not anyones intent to make you feel that way.
  
  It seems what caused the issue was the ordering the exhaust headers that you requested. The estimated time frame from our supplier for the part to arrive was 2pm on Friday. In listening to the phone recordings, Zach stated that he expected the part to be in at that time. Im making some assumptions here, but I think maybe you took that as the part would be installed by that time. Zach was explaining when the part would arrive at the dealership, then would have to be installed. If that is the case, I understand,and I agree that we should have been more clear about when the repairs would be finished. We also experienced some shipping delays from our supplier, so that just made the situation worse.
  
  We do feel bad that you had to cancel the job that you had scheduled. Zach did offer some options such as taking your truck or using our rental. Since you used our rental vehicle for the time you were waiting for the repairs to be finished, your desired Settlement is Refund . I would not be able to refund the repairs we completed but we would be willing to refund the cost of the rental vehicle due to not giving a clear completion time and the delay of the part. I show those charges were $222.80 . Please let us know if this is acceptable and we will issue a refund to you right away.

  Customer response

  05/05/2022

  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

  04/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 03/10/2022 myself and girlfriend ****** **** who's on the title, went to purchase a 2021 Jeep Renegade from Glendale Jeep. This was our 2nd trip to buy this Jeep About a 4 hour trip each way. The 1st trip they lied about the price. over the phone they told us one price, when we got there they had up the price, so we left. |When we got there the second time, while going through the contract, they had added a administrative fee of $500. I went ahead and agreed to that.. During our conversation I said I was going to pay cash for the Jeep. The finance manager, I think *** ***** said I would save $500 if I would finance the Jeep and I could pay off the Jeep when I received the first bill. Said by paying off there wouldn't be any charges. When I received my first bill I called about the pay off. which should have been $31,067.00. They said it would be $31,249.29, a difference of $182.29. I asked receptionist why the difference and she said it was a daily interest accumulated since I purchased the Jeep. I asked about if you pay off before 30 days there isn't any interest. She said that didn't apply to vehicles. She said that is another way for the dealer salesman to get more commission.. So what I'm seeing is the dealer thinks its ok to lie to their customers to make more money.. I paid off the vehicle before the end of month. A extra $182.29, If I had waited till the end of month it would have been over $500. I Called Glendale to ask them about the finance charge and talked to the main finance manager. He said he would have someone call me back, but never did. Anyway I feel They owe me $182.29

  

  Business response

  04/22/2022

  It is true that Ms. **** drove from her home in Tennessee twice.  The first time they drove here the salesperson explained to them that there is a set $500.00 administrative fee on every deal at Glendale Chrysler Jeep Dodge Ram. We are allowed to charge up to $500.00 per state regulations and the amount cannot be waived or adjusted from that standard set amount. They decided to leave because we do not adjust or waive the administrative fee on any purchase of any vehicle here at the dealership.  They decided to come back and pay the administrative fee.  We prepared all the paperwork.  She was informed that the sale price of the vehicle was $35306 minus the incentives of $3250 if they wished to pay cash or write a check for the vehicle.  She was informed that she could receive an additional $500 factory rebate if she wanted to finance through Chrysler Capital.  The salesperson told them there would be no early payoff penalty but at no point did the salesperson or the finance manager ever tell them that the bank would not be charging interest on the loan.  They would have been told and shown the interest rate on the loan at the time of signing.  She decided to finance through Chrysler Capital to benefit from the extra $500 factory rebate offered.    
  
  We do not feel any refund or reimbursement is due as they had the option to produce the funds for an outright purchase, but they chose to finance the vehicle through Chrysler Capital for the additional $500 factory rebate. 

  Customer response

  04/27/2022

  Complaint: ********
  
  I am rejecting this response because: ever who sent this message doesn't know what he is talking about.  they are only trying to cover up for their salesperson and finance manager.  Myself and ****** **** were the only ones in talking to one person the salesman or the finance manager.  How does someone else know what they said to us.  The first time we drove there, we didn't buy because they said the total price was about $32,000.  They said that was the total price.  When I asked about the registration they said we would have to register in Tennessee and pay almost $3000 in taxes.  This is why we left the first time.  We refigured our finances and decided to pay the taxes because this was the vehicle we wanted, so we went back.  After they got down to bottom of contract the $500 fee popped up.  This all really doesn't matter, but proves they were lying.  what matter is that the salesman and finance manger both told us that if we pay off when we got our first bill there wouldn't be any finance charges.  I paid off when I got the first bill and they charged us $182. for daily finance charges we didn't know about.  No one ever told us about that.  They were only concerned about getting their cut of the $500 to finance the car.   They said we would save $500 by financing.  We couldn't if they charged finance charges.  When we discussed this only the salesperson  and myself and ****** was in the room.  when we talked to finance manager only he, myself and ****** was in the room..  Both ****** and Myself herded the same thing.
  
  
  
  Sincerely,
  
  ******* ********

  

  Business response

  04/28/2022

  All employees involved in the process with you were questioned in regard to your complaint which is where our response came from. We stand by our previous response. You signed the contract to finance the vehicle at ******** ******* so you could receive an additional factory rebate of $500. The finance charges are listed clearly in the Truth-In-Lending box on the contract that was signed by both you and ****** **** at the time of purchase. We feel no refund is due at this time since you both signed the finance contract agreeing to the terms and conditions listed in the contract.   

  Customer response

  04/28/2022

  Complaint: ********
  
  I am rejecting this response because:We did not get the $500 rebate if we had to pay interest before the 30 days were up.  This is a scam with the dealer to get more money from the customer.  They didn't want us to pay it in full because they would get more money if we finance.  This is why they told us we would not have any interest if we paid it off when we got the first bill.  These people are lying cause it will cut into their profit.
  
  
  
  Sincerely,
  
  ******* ********

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