ComplaintsforWestbury Jeep Chrysler Dodge, Inc.

• Initial Complaint

  12/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They leased us a lemon! Leased the jeep compass 23 on 11/1/23 and we had the car for 10 days! The car has been in the repair shop since 11/11/23! The transmission and power box had to be replaced. They told us to pick up the car today 12/27/23 and the car didnt even get us home. Died on the side of the parkway!!! The car is back at westbury jeep. We paid a down payment and 2 months lease! They are charging us $100 every 30 days for a crappy loaner car they gave **! All they are telling ** to do now is call corporate! Who will not and has not helped us!!! This car is not safe to drive!!!

  Business response

  01/26/2024

  Management has been in contact with this vehicle owner and is currently requesting assistance from the manufacturer to help satisfy the customer in a trade out to another vehicle. The vehicle has been repaired otherwise and is available for pickup. 

   

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is for the **** ** Location. I had a oil leak earlier this year and it was diagnosed as the oil housing filter needing to be replaced by this service center. I had the job done by Westbury Jeep on March 20th, 2023. I went to go get something to eat after they were done and within hours after the service, most of the oil had leaked out onto the ground.I immediately took the vehicle back to them and they gave me a loaner vehicle overnight. They claimed it was a defective part and fixed it. Or so I thought.I relocated out of NY and had 2 oil changes at *****************. When I took it in on Tuesday, October 24th, they told me that I had an oil leak.I came back for an 8:30AM appointment today October 26th to diagnose the cause of the leak. They told me that the oil housing filter was leaking oil and that it was an AFTER MARKET part, NOT MOPAR, which voids the 2 year warranty.I was furious and called Westbury and they transferred me to *****. She claimed that the part was OEM, which it CLEARLY is NOT because there are 0 MOPAR markings, nor a serial number on the part. She offered to overnight a new part and to reimburse me for the out of pocket labor cost. She was communicating with my advisor who sent her pictures.He then came back and told me that suddenly they were playing hard ball with doing anything to fix the issue and they tried to claim that it had been 7 months and that I could have done something to the part, which makes ABSOLUTELY -0 sense. I am not a mechanic and WHY would I do that to a part to my own detriment?I asked Westbury to cover the cost of the part that was damaged due to the oil leaking from their AfterMarket Part which was $185. They refused and I WILL *** to get my money back plus interest. You are going to LOSE WAY MORE so I hope it was worth it. Your reputation for installing NON MOPAR PARTS has been EXPOSED, I'm reporting your service center to DMV, BBB and suing. *****, I told you you'd regret it! Refund of ***!

  Business response

  12/19/2023

  First and foremost, we apologize for the inconvenience that this experience has caused you. Please note that it appears to have been miscommunication that led to much of the frustration and challenges faced through this interaction. The reason why our dealership would not reimburse you for the replacement of this item is due to the fact that we requested that the "defective" oil filter housing be returned to us for inspection first, but as per our representative, this request was denied. The reason why we would require that the part be returned to us first is as follows:

  All parts installed by our service team are backed by a 2 year replacement warranty through Mopar, which is valid across the nation. A defective seal or loose fitment/connection that leads to a leak would be a valid warrantable concern for this particular part, and covered by Mopar. Unfortunately, often times these parts are "damaged" by overtightening upon reinstall during oil and filter changes, leading to cracks or splits in the housing. This damage would not be covered by the Mopar warranty. 

  It is for this reason that we would request the part back to first verify that the current dealer (whom performed two oil and filter changes on this vehicle prior to the leak occurring) was not responsible for any damage to the housing, being that they were claiming it to be a non-covered aftermarket part (Mopar has changed suppliers of OFH's over the years due to supply shortages, leading to this confusion at times). There was never a question of you as a consumer damaging the part. Once this request had been denied, there was nothing further that we would offer. Had the "defective" oil filter housing been overnighted to us from the dealer and then confirmed defective by our team, we would have overnighted a replacement part to them in exchange at our expense, and refunded you for the labor etc.  

  All of that aside, we will be issuing a reimbursement to you in the requested amount of $185 for the additional part that was leaked onto in order to bring a resolution to this. Please reply to this case or message me by email at **************************************** with your updated mailing address for the check to be sent.

  Thank you.

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a part on Aug 3rd from a site I thought was an official mopar business. I was charge approx 950 plus 180 shipping that very day. I heard nothing for 2 weeks, so I called the number that was assigned to my **************** transaction, that I already paid for. After 4 transfers, a man said he had 2. /3rds of my order and felt he would have the order in a few days and it would be sent the following week. I confirmed my email address with him in case I was just missing the updates because of a typo. Now 2 1/2 weeks later, no contact, no parts, no response to the call mplaints I made on their site. Nothing. I would not be all that upset if they actually understood customer service and kept me updated on the issue before I want to file a complaint, ***** money refunded if I cannot get the part by Wednesday September 6th, 2023. Yes, that is really soon, but I needed this part by then when I ordered a month ago.

  Business response

  09/06/2023

  Hi *********,
  We are very sorry for the delay. The complete order has been shipped *** Tracking # ****************** and is on its way to you.

   

  Thank you for your patience,

  - **************

• Initial Complaint

  07/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ORDER #**********.....HAS NOT SHIPPED AFTER BEING IN WORKING STATUS FOR MORE THAN 5 DAYS. NO RESPONSE BY TELEPHONE OR EMAIL AFTER MULTIPLE ATTEMPTS. MONEY ALREADY TAKEN OFF CREDIT CARD. IF PART IS NOT AVAILABLE PLEASE PROVIDE REFUND ASAP.

  Business response

  07/19/2023

  Hello,

  We are very sorry for the delay in shipping. This part is being shipped out today via *** tracking # ******************

  Thank you very much,

  - ************** 

  Customer response

  07/19/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a trailer hitch from them. It was supposed to be brand new. However, when the box arrived it had clearly been opened before. I took it to my mechanic and he said that he could not install it because it was missing the hardware. I contacted the company and they said they would call me back. That was over two weeks ago. Now, every time I call it goes straight to some random voicemail. I also have inquired through email many, many times and have had zero response. This company is a scam and will continue defrauding people. I just want to return the product that should have never been sent in the first place.

  Business response

  06/15/2023

  We apologize for the delay in getting this resolved. On 6/14 we issued a return label so that the product can be rightfully returned and refunded upon receipt.

   

  Thank you,

  - **********************;

• Initial Complaint

  05/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order Placed: April 10, 2023 Cost: $346.35 Order #: ********** Tracking Number: *****************3 Company sent rooftop crossbars to go on top of car. When tightenining/torquing the bracket to the correct setting via the instructions manual, one of the four brackets broke. All four brackets were tightened to the exact setting the instructions manual provided, however, only one bracket broke. Therefore, the damage was due to a defective part as the other three parts did not break when tightening to the exact same setting.

  Business response

  05/19/2023

  Hello,

  The manufacturer does not cover damage inflicted by installation therefore our original response to this situation is accurate. We will however attempt a warranty claim with the manufacturer, For this we will need additional information. Our customer service rep will be reaching out to you and we do appreciate your patience during this time.

  Thank you, 

  Customer response

  05/22/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  04/24/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  March 9 2021 I leased a renegade trailhawk from westbury jeep. I have been back and forth between jeep and dodge for the last ************************************************************************************* 5 times to get it repaired, the 5th time they finally changed out the transmission. So I had the same problem September to February. They then sent me home 2/27 with a broken shifter, not telling me anything else was wrong. I contacted chrysler because I had enough. When I contacted my advisor at jeep I was told to come in Monday. He wasnt in that day but they checked the vehicle, told me it was a broken shifter, and said they ordered the part my advisor (that I had been dealing with since September) would be calling me when the part came in. I spoke to Chrysler March 27th and they advised me the part arrived March 13, I had no advisor , and they were waiting for me to make an appointment. This service department has left me stranded with no car, driving around with a car with transmission issues, and then sent me home with another issue after fixing my first issue. I answered a survey negatively and they finally contacted me, and said I only had 30 days from when the part came in before they send it back to the warehouse. (The part that I didnt know arrived until 14 days later). I will not be going back to this dealership, after all the issues I have had I am afraid for my safety and my children's safety. This dealership is dangerous, and theyre going to keep sending people home with the same car issues until someone gets seriously hurt or killed

  Business response

  05/11/2023

  This has been resolved. Customer returned for replacement of shifter as needed. 

• Initial Complaint

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a *** **** from westbury ram in June 2022 certified and was also sold an extra package for interior repairs, at the dealer I noticed water stains on the headliner so I asked them to clean it and check for leaks. They said they pressure tested it and no leaks. Well there is a leak so after waiting months for an appointment I brought to the *** dealer on February 1st and dropped at the service center. Today February 27th they said all work done and replaced rear window. It wasnt replaced nothing was done at all. This place is a complete scam. I want a full refund of any packages they sold me and for another dealer to make the repairs and for me to be reimbursed by westbury ram

  Customer response

  03/04/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  02/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am just trying to return a 2 products and cannot get in touch with anyone at this company. I've submitted everything available on their website for over a week and haven't heard anything from them.

  Business response

  02/21/2023

  Our return policy states a window of 30 days is allowed from the time of receipt. This order is well beyond that but we are making an exception in this case to accept a return from October 2022. 

  Thank you,

  - **********;

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/6/23 I gave my vehicle to Westbury Jeep Chrysler Dodge ********************************** located at ****************************************************** (Phone # ************) for a paint job of the hood. I picked up my vehicle on 1/18/23 around 10:45pm. The same night when I got home I noticed multiple scratches on the drivers door window internally and multiple scratches on the drivers door panel. I did not have those damages before I brought the car to the service . I immediately sent the pictures of the damage to the representative of **************** whom I was dealing with. Gave the description of the damage that have been done to the drivers door while the car was in their possession. Next morning I came to the service department again and showed them the damage. Manager of **************** decided to order new door panel and reimburse me for the the new windows tints. Two days later I noticed more damages to the drivers door after inspecting the car more throughly. More damage was found internally and outside in the same area by the drivers door side. I notified my advisor right away about it. He immediately denied it. Im a health care worker and work multiple 16 hours shifts a week. When I picked the car on 1/18/23 after working double shift I did not notice all the damage. After having my vehicle in their possession for 1 week my entire drivers door been damaged from inside and outside and left with multiple scratches. Its very frustrating to call **************** all the time and travel more than 45 minutes to their shop trying to resolve this problem. All Im asking them is to fix the damages that have been done to my vehicle while it was in their possession. My car was given to them in a mint condition without any damages besides the small paint chip in the hood area that was agreed to be repainted initially. At this moment service advisor by the name of ***** ************** is denying and states that my vehicle doesnt have these damages which is completely false.

  Business response

  01/23/2023

  Customer was contacted by Service Advisor today to confirm that we will address these concerns. Based on the pictures, it is apparent that someone used a "lock out/break in" device on the upper corner of the door which is apparent by the location of the damage and marks on the corresponding paint and internal scratches. Since we are uncertain of where/when this damage took place, we will repair these issues as a one time courtesy for customer satisfaction. If the damage to the vehicle persists, we recommend customer to contact insurance/police as this may be an attempt at theft on the vehicle. 

*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. ↩