Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my truck into Carson dodge for what I suspected to be a fuel recall that made the truck inoperable. After they had it for months they said the fuel system was fine and the engine needed to be replaced and I would need to pay 21 thousand dollars. I took the truck to another dodge dealership and the engine turned out to be fine and it was the fuel system. They replaced everything needed under the recall and after 8 months we got the truck back. I also was informed that the engine also had a warranty so I shouldnt have had to pay even if the engine had been bad. My wife had to quit her job because of this whole ordeal putting my family in a financial hardship.

  Business Response

  Date: 09/05/2024

  Carson Dodge found low compression and vehicle back in August of 2023 had non OEM programming. The manufacture hold terms of warranty not Carson Dodge or ***** Dodge, they make the determination on warranty claims.   ***** Dodge is incorrect on this engine warranty claim and would be subject to denial or charge back if submitted as a warranty claim. The fuel pump recall Z46 is still open on this VIN and was not completed by ***** Dodge. Carson Dodge was recommending proper repair for damaged engine per Manufactures recommendations.

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 22243693
  
  I am rejecting this response because:
  Obviously this business does not have any ethical business practices. Im going to go ahead and contact Stellantis and the district attorney to make ensure other people dont get fraudulent charges for unnecessary work for their vehicles.

  
  Sincerely,
  
  *************************** ********* Ret.

• Initial Complaint

  Date:04/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We took our 2016 Dodge Durango RT (red) into Carson Dodge (and partially with Carson ****** due to initial purchase) after Carson ****** stated they could not fix the problem with the electrical connections and the main console system randomly shutting down completely and then turning back on whenever it wanted to. In this electrical pathway, there's only about a maximum of 5 things to replace and get this done with. They only have replaced 1 component (the radio they said) and then gave it back to us. I drove off the lot and within 2 miles the SAME issues still happened over and over again. (Did they actually replace the main console like they said?) I immediately recorded the problem while it was happening via my cell phone video camera. I emailed it back to them and stated "it's still not fixed" and we need a better technician to fully analyze what is still wrong with this. They agreed and sent it to Carson Dodge Chrysler - this was over 5 weeks ago and now going on 6 weeks of it still being "held captive" at Carson Dodge service ********** service advisor ****** still gives us the same "We're looking into it" type of reply whenever we ask for a status report. It is completely unnecessary for them to work on this for 6 weeks now, when you could build a whole new vehicle in that time frame. It's covered under a Dodge Warranty program and I think they should replace the whole chain of issues in the electrical console if they can't diagnose specifics. They don't give me any loaner car for this whole time of service and my insurance doesn't cover rental cars - unless it's an accident. This is very difficult to endure this long time without a vehicle. I depend on family now to help me get to work and other errands. I need Dodge to fix this and get it back to us. Thanks.

  Business Response

  Date: 04/12/2024

  Customer threatened to discredit our business on social media and news station.  Left message that we would no longer assist in this vehicle repair. Contacted customer and explained the difficulty of intermittent electrical diagnoses. Explained warranty process and approvals not in our control. Offered to reassemble vehicle and return by the end of day at no charge. They were welcome to take elsewhere for another opinion and further diagnoses. Found contaminated electrical connecter with coffee or soda causing short that *** not be covered under customers extended warranty contract. Our business did not sell this vehicle, the warranty contract, or cause the concern and has no liability or responsibility to assist this customer in any further repairs or diagnoses. 

   

  Agreed to meet with customer to discuss this afternoon as now customer has requested we continue with diagnoses. 

• Initial Complaint

  Date:01/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my 2018 Jeep Wrangler serviced at Carson Dodge. The work quality was poor. Now there is tool **** damage to my dash, a missing cover, the new gauge cluster was not properly updated, top dash cap and lower knee bolster not properly reinstalled resulting in rattles.This is the second time repairs were not done properly. Our vehicle was immaculate, but returned to us with dirty scuffs and dust across the dashboard.I have reached out to the service manager several times including, multiple voice mails, emails, cell phone voice mail, and texts from noon Thursday the 11th, to Monday the 15th. Each time, reception has been clear the manager is in the facility, but never returned my calls.

  Business Response

  Date: 01/29/2024

  Service Manager has spoken to the customer and there is no way we could have scratched the dash as we don't use any tools to take the cluster out. We will not be refunding any money to the customer as he has the parts in the vehicle that he approved for the repairs to be done

  Customer Answer

  Date: 01/29/2024

   
  Complaint: 21149653
  
  I am rejecting this response because:

    I never once asked for a refund. I want the damaged areas repaired or replaced. I personally spoke to the manager and showed the damage. Responsibility was not denied. Instead, the manager offered to have the dash repaired by a professional.  The offer to attempt to repair the dash was made in front of a witness.   Still waiting for the call. 

  This damage occurred as a result of repairs performed at the service center. To say the job was done without tools is ridiculous. And still, the *** rubber cover is still missing, a small metal part fell from under the dash while driving, and the display no longer shows what gear Im in.

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

  Business Response

  Date: 02/07/2024

  We will have ***** restoration attempt to repair the dash as offered. We are confident this damage was not caused during this repair. During our investigation we reviewed the cameras and it was not caused by ************** at this time. We did offer to repair as a goodwill gesture. You did say that you would delete or close this case.  Sill waiting on this as well. 

   

  Thanks Don 

  Customer Answer

  Date: 02/16/2024

  We have been patiently waiting for a call back from Carson Dodge.

  We have made several calls, but never received a call back.

  Waiting for a call to hear when to schedule for the repairs and to have the missing piece replaced and to have the new part updated to what it was before.
  
  

  Sent from my iPhone

  
  

  Business Response

  Date: 02/26/2024

  Hello, 

  Service Advisor ***** did reach out to this customer with the contact information for ***** Restoration to schedule for repairs as agreed. Customer to schedule at their convenience. 

   

  Thanks Don 

  . 

   

  Customer Answer

  Date: 03/01/2024

   
  Complaint: 21149653
  
  I am rejecting this response because:

  The dash repair hasnt been confirmed yet by the repair facility yet.

  Still missing OBD plug cover, gauge cluster still not working properly, and we now have reason to believe the **** sensors were not replaced, but simply recoded the existing sensors in the wheels.

  Still waiting for my several phone calls and messages to be returned.

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

  Business Response

  Date: 03/01/2024

  OBD port cover has been ordered and will be sent to consumer when it arrives

  TPMS sensor were installed as described. There were no sensors in the take off tires when consumer bought them. TPMS sensor were working as designed when it left our Dealership. 

  Any updated cluster flash  can be completed at any Jeep dealership per Stellantis.  

   

  Thanks Don 

  Service Manager

  Carson Dodge

  Customer Answer

  Date: 03/07/2024

   
  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.
  ******************* tires says the sensors did appear to be replaced, but the valve stems were not. We assumed the valve stems would have been replaced with the sensors because they come as an assembly.
  We have an appointment with ***** next week.

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

• Initial Complaint

  Date:07/12/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have two 2021 Dodge Ram trucks that have both been under recall for dangerous defects for over 7 months. I have contacted Carson Dodge on several occasions and was advised my vehicles were on their list for repair. I checked on 7/12/2023 and was told that my vehicles were numbered 19/20 on the list.....which is odd a two months ago I was told they were 14/15 . Dodge keeps sending me notices to get the repairs done .... Can I get any help from BBB.

• Initial Complaint

  Date:04/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My 2019 Ram **** was towed from **** Dodge to Carson Dodge on March 28, 2023. I received a text message on March 28th verifying that my vehicle was in their possession. I texted the services advisor, *********************** on April 1st, asking for a status in which he replied on April 3rd that the check engine light is off so they can't find the fault (Note: **** Dodge provided them with the code they pulled when the truck was dropped off on March 15, 2023.). He stated they are driving the truck around waiting for the light to come back on (Note: The truck is not in a condition to be driven around Carson.). I have now called ***** 3 times, leaving voicemails, and sent a text on April 18th. I have not heard back from him. Also, I have left a voicemail with the service manager, *******************, and sent him a text and have not heard back from him either. My truck has been at this dealership for over a month now. Again, **** Dodge had the truck for approximately two weeks (dropped off on March 15, 2023) prior to Carson Dodge picking it up and, **** Dodge provided them with the malfunction code they recorded from the truck's computer.

  Business Response

  Date: 04/25/2023

  After clearing the stored codes we have put an additional 130 miles on vehicle without duplicating issues. When contacted customer has requested we "keep driving it". Service advisor will contact customer to have them retrieve the vehicle.

   

  Customer Answer

  Date: 05/03/2023

  The last conversation I had with Carson Dodge was on March 27, 2023. They are correct in saying that I told them to keep driving the truck on that day. After not hearing from the Carson Dodge's ************** for two weeks, I sent a text message to the Service Advisor, ***********************, asking about the status of my truck. I never received a return message. On April 19, 2023, I called and left ***** a voicemail. Later that day, I called the main office and left a voicemail with the Service Manager, *******************, and followed up with a text message. Neither ***** nor *** returned my calls or text messages. Only after I filed a complaint with the BBB did I receive a call back from *****. He had no explanation as to why he did not return my messages. My main frustration is that I was not kept informed as to the status of my vehicle's performance or what they had planned to do with my vehicle. I didn't have any idea when the truck would be returned or if they were even going to do anything with it.

  
  

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

  Business Response

  Date: 05/11/2023

  Vehicle was picked up on April 27, 2023. When have closed the case

  Customer Answer

  Date: 05/11/2023

   
  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

  Date:03/08/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Regarding my 2019 Ram 2500, VIN: *****************, purchased "maintained" and "warrantied" through this dealership. In November 2022, I received a safety recall on my truck, #********* ******* for the high-pressure fuel pump. I immediately contacted this dealership to schedule this repair and was immediately put off. I was informed there was a wait list which seemed reasonable at the time. I asked again in December and January and was told there was no estimated time for repair - ever, and just to wait. I pressed the service person for a more definitive answer or time frame. She called the parts dept, confirmed I was on the wait list and was scheduled for February 2023. February came and went. The recalled safety part/high pressure fuel pump failed, and the truck has been dead for two weeks, depriving me of my primary means of transportation. Calls and email to the service manager, Don R*****, have been ignored. I filed a complaint with the NHTSA #******** about the dealerships refusal to repair the safety recall. They still did not respond. On 03/06/23, I had a lengthy conversation with the customer service department. They refused to identify the current service manager or any point of contact other than R*****, that would communicate with me to get my vehicle repaired. Even though this vehicle is under an alleged extended "warranty" that they sold me, only has 70K miles, and is under a safety recall, they utterly refuse to communicate with me or fix my vehicle. The vehicle needs to be towed and has been dead for so long that it is now buried under snow and ice. The refusal of this dealership to communicate or do anything ethical or professional is causing me extreme hardship and I am requesting assistance in forcing them to communicate with me. My next steps are to file complaints with the State of Nevada and with Chrysler to see if anyone can force this dealership to do its job.