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:12/03/2024

  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 purchased our 2009 Dodge Ram 1500 in Jan 2009 initially, which was changed in Feb and Mar 2009 because of some technical paperwork issues by the dealer. 2009 was the last year that Dodge had a Lifetime Powertrain Warranty, which was the sole reason we bought the truck.
  
  We have had continued problems with the Dodge dealer, which was bought by Dolan Dodge, who now owns the dealership we bought the truck from.
  
  Our latest problem is as stupid as the previous had been. Did we have a Lifetime Warranty, or not? It was bought in ****'s name and later transferred into ***'s name and some was lost somehow in the computer change / addition of ***'s name. All was resolved for the covered repairs as we do have the original purchase documents for the truck. **** and I simply got married so her name changed to mine (******* from ****** * ******). WHY IS THIS SO dramatically crazy today, 3 Dec 2024.
  
  On 2 Dec 2024, we left the vehicle for the repair of an actuator door.
  Dolan's service guy couldn't find any warranty, which makes no sense.
  Then, they find the Lifetime, except the last 5 year check wasn't completed in 2023, although they had the vehicle in Jan 2023 when the inspection was due and not done by them!?
  
  During all of this, they couldn't find out whether we had the million mile warranty or not, or just the Lifetime!?
  
  Now, we have to wait a few days to have the vehicle repaired because of the "Warranty" checks that might have covered this repair. All we wanted was for the vehicle to be fixed! Why will it take a few additional days for the repair when we thought all the time that we would pay for this repair. HOW CAN A WARRANTY CHECK CREATE FURTHER REPAIR DELAYS?
  
  Also, the cost of $1,600.00 sounds highly exorbitant, plus an additional $200.00 plus dollars for a "Diagnostic Testing" when there is no diagnostic test for an actuator door!? The door is broken and nothing more!? Are we covered or not for this repair?

  

  Business Response

  Date: 12/05/2024

  **** and *******,
  
  Thank you for reaching out with this issue, we appreciate the opportunity to respond and clarify. Transparency is our top priority while navigating through service visits. 
  
  The status of your warranty is dependent on the submission of regular inspection results done by a Stellantis store. We unfortunately do not receive notice of when these are due and therefore cannot alert our customers as they are needed. This communication comes directly from Stellantis to the customer who is then responsible for scheduling the service. This is why we did not initiate an inspection during your visit January 2023. 
  
  The repair in question currently would not have been covered because it is not a powertrain related issue. To properly diagnose the problem, we have to test components behind the dash. We allot our labor time to making sure this is done with precision. 
  
  Team Dolan

  Customer Answer

  Date: 12/06/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: It is quite funny that you use "STELARIS (Spel.)" instead of an authorized Dodge dealer, like yourself.  Why would this Dodge Team even mention these other people, as we have no idea who they are or might be!  

  This complaint is not about the repair of the broken door in the dash.

  The complaint is about not being able to have our 5 year LifeTime Warranty check as this time, since it apparently wasn't done in Jan 23, as we requested then.

  There is nothing transparent without effective and thorough communication, unlike the Dems who use the word "transparent" while they make as much fog and throw mud to insure there is nothing transparent.

  **** and I have made it a "LifeTime Warranty" point to have these inspections done when the truck is in for other service.

  **** and I try to have faith and trust in what mechanics do with our vehicles and we bit the bullet a few times now by not reading every word on every form and insuring every "I" was dotted and every "T" was crossed as the saying goes.

  I believe the service guy who checked us in in Jan 2023, now fired, made a mistake by not having the 5 year check done.  When we have to bring the Dodge in for service to the Dodge dealer, we insure all that needs to be done is requested and hopefully completed.  This doesn't always happen.  The water pump was leaking and reportedly a "ROCK" did the damage.  We still have the serpentine belt from that issue and "I dare anyone to find any marks, dents, or blemishes on the belt where it caught and drug a rock around to damage the pullies and water pump.  We paid it rather then argue that issue, yet I did get the serpentine belt as we thought we may take Dodge to court, which we decided against.  You Can See The Serpentine Belt If You Wish!

  It appears we are about to bile the bullet again as your folks broke something while working under the dash, or removing it for this repair.

  We have now been told we can't have the truck back until sometime after Christmas, since a part that you broke can't be found locally, or anywhere right now, not until 23 Dec 24 (MAYBE)!

  Sincerely,

  
  
  
  **** And ******* *******

  

  Business Response

  Date: 12/10/2024

  **** and *******,
  
  We apologize for any inconvenience caused while your vehicle was being serviced. We were able to replace the one time use brake switch which was broken during repair. Additionally, we do not have any documentation that an inspection was requested in Jan 2023, we apologize if there was any miscommunication.
  
  Team Dolan

  Customer Answer

  Date: 01/02/2025

   
  Complaint: 22634002
  
  I am rejecting this response because:

  I have no idea what Dolan Dodge's response was to my last response, so it is hard to say I reject it!

  
  

  There initial response when the case was 1^st opened made no sense, as they talked of the actuator door repair, which was never an issue.

  They never addressed the Lifetime Warranty issue, which was the sole issue at that time.

  
  

  During the past 3 weeks, there is far more.

  They charged over $200.00 for a "WHOLE VEHICLE" inspection, which was never requested or required for the Lifetime Warranty of the "POWER TRAIN"!

  We got the truck back after the actuator door was fixed' then, gave it back to them 2 days later and they then kept it until 24 Dec 2024, putting the "POWER TRAIN" repairs off for over 2 weeks.

  Even the initial bbb complaint got no response about the primary issues of the "Power Train" inspections or repairs for weeks!

  E-mails to *****, the repair manager achieved virtually nothing, as he and ****, our repair tech, sent us the overall inspection report and not the 5 year ************** Train Inspection report.

  **** and ***** apparently had no idea about the required 5 year 'POWER TRAIN INSPECTION" until a few e-mails to ***** finally had that done.

  We then get information from Dolan Dodge that 'WE NEVER REQUESTED THE 5 YEAR POWER TRAIN INSPECTION AND REPORT FOR DODGE CORP TO KEEP THE VEHICLE UNDER WARRANTY.

  If they doubt we requested it in Jan 2023, they need to ask their tech then why it was not done!?

  Oh Yea, that tech isn't there any more!?!?

  Ower problem then is the same as it is now with **** and ***** not knowing about the 5 year inspection and a form for it, which, we did finally get after numerous requests of **** and then a few requests from *****.

  **** admitted to us he had never heard of a 5 year inspection for a "LIFETIME WARRANTY"!

  
  

  Then, why did it take so long to do the 5 year inspection and repairs?

  
  

  Feel free to send them this E-mail.

  
  

  Len and **** *******

  
  

  

  Business Response

  Date: 01/03/2025

  *** and ****, 
  
  
  Our service manager has shared the inspection form with you to send to the extended warranty department you are in contact with for your vehicle. The parts we ordered have been delivered and installed into your vehicle which has since been returned to you. We apologize for the time spent in our shop, work to be done is completed  in the order it arrives. We do this to avoid work being pushed back creating longer wait times for all of our customers. 
  
  
  Team **********************

  Customer Answer

  Date: 01/04/2025

   
  Complaint: 22634002
  
  I am rejecting this response because:
  H3335333*323333323737H H3239393036393837383*H had our truck 2 times in Dec 24.  We had to bring it back to them 2 days after we *st got it back and then didn't get it back until after noon on 24 Dec 24.  They had it well over 20 days during December and pushed it out of their repair cue twice for no logical reason.  It should be noted that they had our H363*373932383*383*H complaint when it happened the *st time and apparently did it for no valid reason the 2nd time.  Communication with **** our service tech was * excuse after another, none of which made any sense, as he couldn't provide any rational reason for the continued delays, except that perhaps this was retaliation for the H363*373932383*383*H complaint.  **** apparently had no idea what he was doing and did a stupid overall inspection of the vehicle for over $220.00, which was not what we asked "him" for, we only needed the 5 year "Lifetime Warranty Inspection" required by H3239393036393837383*H Corp, which he didn't know existed.  *****, the Service Manager finally made this happen and still charged us over $220.00 to tell us: we needed new wiper blades (replaced by Len * month before this), a tire rotation and balancing (which was done by Discount Tire 2 days before this inspection when $*,500.00 (New) custom rims were put on the truck), plus other irrelevant checks that made no sense (yet cost us over $220.00, plus another $*,200.00 + for required work for the Lifetime Warranty)

  Other contacts with ***** proved futile in having the work done in any semblance of a timely manner both times in December that they had the truck.  **** told us several times that the truck's repairs were pushed out of their cue and said we were the cause as we didn't respond with *0 minutes authorizing the work.  I put the *0 minutes in because we either called back and authorized the work "immediately" as we knew it was necessary.  We took the truck to H3335333*323333323737H H3239393036393837383*H for necessary repairs and couldn't care less what the cost might be.  ****** excuses for the delays in the repairs and "Lifetime Warranty Inspection" didn't make any sense at those times,  one being our authorizing the work when we authorized it as soon as humanly possible all the time.  We told **** when we took the truck for repairs that he was authorized to make the repairs without further contact with us.  It was, "JUST FIX IT",and let us know when we can pick it up, thanks.

  H3335333*323333323737H's response to our initial complaint also made no sense as it was not about fixing the actuator door or broken parts in that repair.  The initial complaint was about the ************** Train Warranty solely.  If H3335333*323333323737H does not have people who read and understand simple English, they need new people.

  We will never use H3335333*323333323737H H3239393036393837383*H again and will drive to *********** or Fernley when we need repairs or buy another new vehicle!  We are the lucky few who have the funds and over 800 credit scores to deal with people who care about competent customer service for sales and repairs.

  Sincerely,
  
  **** And ******* *******

• Initial Complaint

  Date:04/29/2024

  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 dropped off my Ram truck on service on 4/23. The issue was simply the *** service light. ****, the service agent said we would get back to me the next day about work needed. He didn't. I left messages beginning Friday and then Saturday with **** and *****************. I just want my truck back and ill have serviced somewhere else. They won't respond. I have threatened to come down with the police to retrieve my truck. No response!

  

  Business Response

  Date: 04/30/2024

  ***************,
  
  Our service manager left a message with you this morning. Thank you for reaching out, we apologize for any inconvenience.
  
  Team Dolan Dodge Ram Fiat

  

  Business Response

  Date: 04/30/2024

  ***************,
  
  Our service manager left a message with you this morning. Thank you for reaching out, we apologize for any inconvenience.
  
  Team Dolan Dodge Ram Fiat