ComplaintsforSmith Haven Chrysler Jeep Dodge

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2008 Dodge Ram **** was towed into dealer ship on 8/14/2023 Dealership For no start issues they made me believe that only they can solve/repair the problem. They mislead me and charged me for time they didn't work on vehicle. Engineering **** kept advising them to keep installing parts with their assumptions, meanwhile my bill is increasing. They neglected my Vehicle, explained to me that they don't work on 2008 Dodge Ram Models anymore, they have more important things to accomplish. Recall and warranty work they have a much newer vechiles to deal with. Service **** started becoming frustrated with my Fiance and I over phone call as well in person, they told me that they give up and can't help us anymore and best if we all cut ties. They asked me to remove vehicle off of premises. 11/14/2023 - We paid $1869.21 along with two mixups by Service Manager, ( he was very upset and ******* us to leave already with truck. Plus another $125.00 to have vehicle removed from premises. 2008 Dodge Ram was towed off property. Not repaired. Ignition column not put back together, wires hanging from steering column. Plastic not put back on, battery disconnect. Vechile was Towed to another mechanic. Myself and on the behalf of my Family this is truly disappointing and beyond deceiving. I'm am on Permanent Disability on a low income budget, this is truly unsufyce what we have went through. I don't want to ever go through an experience like this ever again. This has caused Mental, Emotional Damage not only for myself but for family and worse of all my Relationship with my Fiance. This has been a rollercoaster ride that I'd never get on again. Very disappointed, Treated ******************************** Unprofessional, ************************* and Service Advisors. Rude. This whole Matter is in review by NYOAG, Dodge Corporate, Stellantis, FTC as well. Thank you *********************** 11/14/2023

  Business response

  11/13/2023

  This vehicle was towed in after another shop tried programming keys for the vehicle and then it would not start. Customer approved initial diagnosis. We found multiple areas of concern. Throughout the process we were in direct communication with ************. All the work and parts installed on his vehicle was authorized by *********** and his only concern was getting the vehicle back repaired as soon as possible. Upon further diagnosis it was determined the *** is not functioning correctly and we need to replace it. There are none available from Manufacturer. At customers request we attempted to use one he found on the internet. It turned out to be refurbished and would not work. After much conversation, and the customers frustration it was determined it would be best if the customer take the vehicle and try to pursue other avenues for repair as we could not get the part needed. We waived half of the labor time spent on the vehicle no charge due to the situation and trying to be compassionate too the customer. His frustration should be with the place that programmed the keys and caused this whole dilemma. It is unfortunate that he just purchased this vehicle and now has these issues but it is not at our doing that he experienced this.

  Customer response

  11/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  My vehicle didn't not come from another shop. Their weren't any other issue wrong with vechile . Authorization was authorized reason being that they could of repaired it. I've waited 4 months for vechile to be fixed. It was not. They suggested putting in a aftermarket computer in vechile not me. They suggested other aves, and made me believe that they could of accomplished the work. If anyone should be frustrated it should be me wasting my time believing that the Dealership could of resolved and repaired my vehicle. Ingnition column was not put back together as I stated in earlier respondence. You wasted 4 months of my time when vehicle could of been addressed and by a real technician.

  
  

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• Initial Complaint

  11/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I , ***************************, the consumer and natural person, was denied credit by Smith Haven Chrysler Jeep Dodge Ram when I applied for a new dodge durango for approximately $50,000. Adverse action against a consumer is AGAINST THE *** according to the Equal Credit Opportunity Act which is codified in 15 U.S.C ****c and is pursuant to civil liability under 15 U.S.C 1692k.You are subject to criminal liability for violating 15 U.S.C **** as I have proof that I was discriminated against by Smith Haven Chrysler Jeep Dodge Ram due to the response I received. I have attached it to this letter. Smith Haven Chrysler Jeep Dodge Ram is in violation of 15 U.S. Code ****, U.S.C ****m and 12 cfr **** because I, the consumer, made an application in good faith, but credit was not issued.Furthermore, because my social security number(credit card) was used and I received NO benefit. This is proof of fraudulent activity (unauthorized use of credit card) on behalf of Smith Haven Chrysler Jeep Dodge Ram. If Smith Haven Chrysler Jeep Dodge Ram fails to make any reasonable procedures to resolve this matter and compensate me for the use of my credit card I will indeed make Smith Haven Chrysler Jeep Dodge Ram criminally and civilly liable for all actual damages pursuant to 15 USC ****n and 15 USC ****o. I will also follow up with an invoice for said violations ({$10000.00} per violation). Thank you,*******: *********************** / [Agent/Beneficiary]Without Prejudice, All Natural Inalienable Rights Reserved Ucc *****

  Business response

  11/13/2023

  This is confusing as Smith Haven does not provide credit, we simply submit to financial instutution and they provide credit based on multiple factors. 

  I would like more information if possible to help rectify if there is something to rectify. 

  Customer response

  11/14/2023

  the better business bureau has asked me for the application however it hasn't been returned. I would like to draw your attention to Section 16(2) of the *************** Act, which governs the "Application for notes by *************** banks." This section outlines the process by which *************** banks may apply for *************** notes. Though not directly applicable to individual consumer transactions, it underscores the importance of transparency and proper handling of applications, especially after they have been denied.
  As a customer, I believe in fair and ethical business practices. While I understand that not all applications are approved, I am concerned that my denied application has not been promptly returned to me. Transparency in the handling of such documents is crucial to maintaining trust between consumers and businesses. Therefore, I kindly request that you provide me with information on the current status and whereabouts of my denied application. I would like to understand the reasons for its denial and ensure that it has been appropriately handled in accordance with established procedures. Additionally, I would appreciate any clarification on the dealership's policies regarding the return of denied applications. Ensuring that customers are promptly informed about the status of their applications and receiving their documents back is fundamental to fostering positive customer relationships. I trust that you will investigate this matter promptly and provide me with a comprehensive response. I am eager to resolve this issue amicably and look forward to your timely response.
  

  Business response

  11/15/2023

  This is a letter From another dealership stating that the customer was trying to commit fraud and that's why they wouldn't give them financing??

  I don't think this is in the customers best interest to be posting to this platform.. 

  I'm not going to be responding back to this going forward, hopefully someone from BBB can help out. 

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/22/23, I went to the dealership to lease a new vehicle. I worked with ******* and *****. They found me a Grand Cherokee and I left a $500 deposit and also filled out a credit application. However, a few days later, they found out the car was not available and they still ran my credit and now a week later, are unable to deliver a vehicle because it does not exist. This is bad business and fraud to an extend because they sold me a car that they did not have. They were privy to the information on 10/24 and did not call to inform me. I was set to pick up the vehicle on 10/27 and after numerous calls to both ******* and *****, nobody was responding. Finally ******* called and was surprised that ***** hadnt called to inform me of the situation. Upon finally speaking to ***** on 10/27, he agreed that he sold me a car that he didnt bother to confirm was available and still took a deposit and ran my credit.

  Business response

  11/13/2023

  The customer was closed on a "Locate" vehicle (a vehicle that is not in our inventory and would require a deal or trade with another dealership.) The customer was made aware of this fact and the uncertainty of being able to get this vehicle. Once a deal was struck, the customer consented to and provided a credit application to ensure they qualify for said vehicle and a $500 deposit. After several days of searching for the vehicle, we were unable to locate the exact vehicle the customer was looking for. After informing the customer of this, we presented the customer with several different options to proceed with different vehicles, non in which the customer was interested in. Once the customer requested their deposit back, the refund was processed immediately. 

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sept 25, 2023- brought for service appointment for noise in front end, vibrating, tire not spinning properly Sept 27, 2023- car had full inspection and nothing was found. I explained the problem again.Oct 2, 2023- pick up the car. Receive a written notice that nothing was wrong. I placed it on a jack in the service center parking lot and saw that the problem persisted I then requested it be put on a lift. Pointed out the problem. ******** said it must be a caliper problem and to make an appointment to come back. There were none available for several weeks.I brought it to my local mechanic who attempted to process the claim with the extended warranty company sold to me by the dealership. The claim was denied because the car was driven with the problem. I am now responsible for a large fee to cover the cost of something that should have been found and fixed easily by smith haven jeep service center. If I would have waited until an available appointment with them I could have been in an accident and killed myself, my child, or someone elses loved one.I am requesting a reimbursement for the money I paid my local mechanic.

  Business response

  10/10/2023

  We are not reimbursing the customer for the repairs they paid another shop. They would have had to pay ** for the same repairs. Customer came in multiple times and could not show us the noise they were complaining about. Upon the last visit when we found nothing the customer asked if we can put it on the lift and show us what he found. We did and he showed us. We agreed there was an issue with the brake caliper. The customer said they would take it to their repair shop. We released the vehicle to them and they took it to their shop.

  Customer response

  10/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

   why wasnt this problem found before my arrival after telling Service advisor five times by text message to put vehicle up on Lift and spin left front tire

   

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• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I just wanted to reach out to you with an issue I had with a recent experience I had with the service department at Smith haven Jeep. I purchased a 2015 Wrangler from Smithtown **** with a premium warranty on the vehicle. I had an issue with the check engine light and **** recommended that I bring it to Smith haven and even made the appointment with you for me. I was hesitant to bring it to your dealership as I have had a relationship with **** My whole life. I have known and worked with many of the employees at Smithtown **** since I was a child. I was told that there would be a $100 administration fee which I found odd but was willing to pay as it is an off brand warranty. What really got me was that **** approved all of the labor and parts to perform the warranty repair. When the car was in the shop I was told that I will be responsible for over 580 in parts and labor that was not covered by ****. I found that odd so I reached out to **** customer service who reviewed what you put in for a claim. After some back and forth with your service writer I come to find out that Smith haven is charging about 20% over MSRP for the parts that were used in my repair. Now like I mentioned above. I am very familiar with the service industry as my father work at **** for over 30 years. I have never come across a dealership charging over MSRP for parts on a warranty claim. I was told if I would have purchased the vehicle from you it would have been completely covered. Again that makes little to no sense to me as you are getting what you requested from **** warranty. I just wanted to reach out to you and let you know I am very unhappy with the service I received form your company. I will be reaching out to Jeep/Mopar directly to formulate a complaint as well.Date of transaction occured September 26, 2023

  Business response

  09/29/2023

  The customer provided us with an extended warranty. These extended warranties are contracts. Those contracts pay certain rates for what they cover. We charge the difference in the parts and labor rates that the contract does not cover to the customer. Just like the medical industry if your insurance does not cover the whole cost you are responsible for the difference. 

  Customer response

  09/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have dealt with many car service centers and have used my premium warranty with them never encountered this problem and I did not have to pay above msrp pricing. Those prices are set for a reason. *** also spoke to other Jeep dealerships that my warranty would have covered what was need to fix my Jeep and not an added on price of $600! The warranty is there for a reason and covered everything that was asked including labor which for whatever reason and extra hour on jeeps service part had to be added.  

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• Initial Complaint

  02/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We never recieved a written estimate with what the dealership was going to do. Our vehicle was in the dealership to get an inspection, oil change and the check engine light was on dashboard. The Sensor on the catalatic converter was damaged by the dealership and now is being told to us that we have to replace complete system and cost is almost $5000. This sensor was never discussed nor spoken or signed for. We were not told it needed repair at initial verbal discussion or at all. They are telling us that we are now responsible for errors that they made.

  Business response

  02/27/2023

  This vehicle came in for the check engine light. It was discussed what was needed. We spoke with the partner and he authorized to replace the sensor. During removal the sensor was rusted and corroded, it broke in the catalytic convertor. We explained that the cat would need to be replaced to repair properly. Vehicle has over 100k miles on it. Now the other partner doesn't want to pay and is saying it wasn't authorized. This repair needs to be done no matter what as the vehicle will not run properly and will never pass inspection. No matter who performs this repair the same results would occur. Do to environmental effects the sensor is rotted and will not come out of the Cat convertor..

  Customer response

  03/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  First, they had our vehicle for 30 days. It was only on the 10th day after we were told the vehicle was ready for pickup that they took it upon themselves to preform a repair. This repair was a temp sensor in the catalytic convertor which they broke trying to remove it. The dealership then said the catalytic convertor was compromised because of the rust that built up on the temp sensor.  In their experience as professional mechanics, why did they continue this work? It was only after they busted the temp sensor they informed us why the rusted nut broke and it was our responsibility to replace the catalytic converter at a cost of $4,800.00. They told us if we didnt pay for this repair then the vehicle could not pass inspection. This dealership has zero signed paper work, zero text messages, zero emails and zero phone records authorizing them to go ahead and preform this work to the temp sensor. We currently filed a complaint with ********** of ***** Vehicles as this dealership was not following the current guidelines as a certified DMV-licensed inspection center. We brought this vehicle in for an inspection and as per DMV they are required to preform a *** inspection prior to them looking for codes on the vehicle. They failed to provide documentation on why the vehicle failed inspection and left the original inspection sticker on the vehicle. We tried to resolve this issue by speaking with the service manager, the general manager and the owner. After every conversation we were told they were more then fair on the price they offered and it is our responsibly to fix the vehicle at that cost.  After picking up the vehicle with no further repairs, we had additional issues that were not there when it was dropped off such as, Lights flashing on the dashboard, the blower for the heat /AC not working and 2 hoses were not re-connected. This whole experience has been a nightmare and now we have new issues to deal with. We have documented them 

   

   

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the dealership in May 2021 I purchased a used 2015 *** 535 they sold me the car with a whole bunch of pre existing problems including a blown turbo system and 3 bent rims...it was an absolute nightmare trying to get them to repair the turbo and to repair the rims .. they finally agreed to fix the turbo because they lied to me and sold me the car messed up and they never fixed the rims so the car was just a big problem from the minute I made the purchase they told me I was stuck with the car and they wouldn't get me I to a new car so I just stood with the car .. when I purchased the car for about 25000$ I also purchased gap Insurance as well as extended warranty... my car was recently totaled out by my I ************* company which paid the majority of my car loan off and gap insurance was supposed to cover rhe ***** that was left over on the balance but when I called the dealer to get my gap insurance info they told me they can't find my paperwork to call the bank I call the bank and the bank told me to contact the dealership when I called the dealer again they told me that they apologize but it looks like they never completed the paperwork for my gap insurance even though I paid for it ..so technically they are saying I don't have gap insurance because the dealership failed to complete the proper documents on their end ... when I asked them what they are going g to do to fix this because Clearly the mistake was on their end the financiers **** gave me an attitude and said he will try to figure it out and that they would cover some of the payment not all of it like gap is supposed to thhey gave me the run around for about a week and i showed up there he told me if I didn't leave the dealership that they wouldn't help me at all and said to sign a paper and by the end of the week they will get back to me .. I still haven't heard back from them and I think it's wrong that I have to go through this because they failed to do their job correctly

  Business response

  12/02/2022

  When *********** came to the dealership to complain about his issue he was very emotional. We told him we would investigate and find out what the problem is and would take care of it. It took a week or so to check on all the moving parts of a vehicle that has been a total loss. ************ was being updated on the progress but I guess he did not believe we were going to fix the problem, so he posted this complaint. The problem has been rectified. A check was fedexed to his bank to pay off the balance of his loan. There should be a zero balance on his account. *********** can contact his bank to verify and  confirm.

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Mon, Oct 4 husband took my 2018 Grand Cherokee for service at Smith Haven Jeep, where vehicle & extended warranty were purchased. Clearly communicated that there are three issues to be repaired only if they would be under the Zurric extended warranty: seat memory not functioning, blown ********* ****** roof shade separating from track.Husband had a question about the costs & billing process working with the insurance provider asked to speak to a manager but was told no. The clarification he received was they (Jeep) has to get paid. Another employee helped, to share we are responsible for the diagnostic of 1 hour per issue until picked up by insurance. Supposed to receive update in 24 hours. Received update Thurs, Oct 6 morning, no update; by that afternoon advised it would be 1 additional hour to diagnose the roof issue.Fri, Oct 7 adjuster coming Oct 10 or 11. No update until Oct 14, advised moon roof shade/headliner was declined because its considered *********** is not covered under comprehensive coverage.Advised, to reassemble car to how it was when it was brought in, 2 hours effort & restore like new approximately $2k. Had billing question & was told **** has to get paid. Didnt bother asking for manager because I didnt want unpleasant experience like my husband had. Asked for car to be reassembled because what choice do I have.Insurance provider clarified since its a clothe its not covered. *If this is coverage the dealer sold me how do they not know the issue was not covered from the beginning? I know it was not a mechanical issue because the shade moves when I press the button. *Why take the whole roof off at my expense, to identify its a clothe issue not mechanical when I can figure that out pressing the button?*Why not just charge me 1 hour to identify the issue?Feel like they took advantage of ************* service was poor.

  Business response

  10/24/2022

  Customer came in with a few concerns. Customer authorized the initial time to diagnose. One of the concerns was for a moonroof issue. We needed additional time to remove the headliner to gain access to the track and determine the root cause. Customer authorized the additional time and we moved forward with the diagnosis. When we had all the issues diagnosed we contacted the customers extended warranty company. The extended warranty did not cover the moonroof concern. The company did  cover the other issues. We cannot determine coverages until we know what has failed and why, and call it in to the company. Customer was made aware of why the charges existed and that there could be a chance the issue is not covered. 

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 7, 2022, my daughter brought my 2016 Limited Edition **** Ram to St. ************************* Center to fix the rims anda leak in the sun roof. *************************** was the lead service advisor. He spoke to my daughter and told her that he would keep her updated with what was going on with the truck. He said that the rims needed to be sent out and called the extended warranty provider to get a check. She asked for a rental car and was told there were none available. Then she was told that she couldnt have a rental car because we didn't buy the car at this dealership. I am confused by this since I have brought my car to St. ***** before and was provided with a rental car. On September 7, **** texted me and stated that the rims were being covered for $150 each and he would know the repair cost the following day. He did not provide any information about the cost of the sunroof repair.On September 8, **** called my daughter and stated that the sunroof repair would cost $500 and not be covered by the warranty. He said that the specialist was available that day and that if she wanted it fixed, it had to be decided immediately. My daughter asked what was wrong with the sunroof and was told that they did not know what was wrong but they were going to fix it anyway. How can you fix something if you do not know what is wrong with it? He stated that they were going to get all the stains out, adjust the angle of the sunroof, and make sure it was not leaking anymore. She told him to do the work. **** stated that the car would most likely be ready for pick up on, September 9, Friday night.At 5:08 p.m. on September 9, we were told that they had to keep the car because they didn't receive payment for the extended warranty. I have utilized Ram and the warranty company in the past and have never had an issue like this and was also provided a car rental. At 5:22 p.m. I received a phone call informing me that I cant have the car until they get payment on on Monday, September 12.

  Business response

  09/26/2022

  I am not sure what the customers main complaint is. I have personally spoken to the customer. The repair needed for the wheels was partially covered by the customers wheel and tire warranty. The water leak did not have coverage. The customer authorized the repairs and we performed them. The vehicle was completed Friday night however the customers warranty company did not make payment for the repair until Monday morning. We released the vehicle after we received all payments. As far as the rental situation, the customer did not have coverage for a rental through the wheel and tire warranty , however we did set a rental up for the customer through Hertz at the customers expense at our discounted rate and the customer declined. We do not offer loaner vehicles to customers unless they purchased their vehicle through us. Possibly the confusion comes from loaner vehicle vs. rental vehicle or the fact that that their mechanical warranty that was not used at this time does provide rental coverage for mechanical breakdown situations which was not the case on this visit. 

• Initial Complaint

  09/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 2021 Chrysler Pacifica minivan that I purchased on 11/3/2021. Around march of 2022 I got a notice for a recall for a second-row quad seat to floor latch. I called to make an appointment but due to my vehicle being our only vehicle, I had the need of a loaner vehicle. Since I needed a loaner, I had to get an appointment on 7/19/2022 when one came into the service department. I was told my vehicle needed to be inspected first so see if the latch failed. It failed and I was told Smithhaven Chrysler of Smithtown had to order the part. I was told a day or two. The part came after a few weeks but it was the wrong part. As of today 9/19/2022 my 10 month old car is still at the dealer waiting to be fixed. My FIL in ************* ** is very ill and being considered for hospice so basically I need to borrow a car or rent one to see him. Im allowed this loaner anywhere in NY but not 2 hours away to ** to see a very ill family member. My dog needed to go to the vet. I couldn't take her since I couldn't borrow a vehicle. On 9/12 I emailed *** with lemon law paperwork but still have not heard back from them. On 9/14 I received a call from Chrysler case manager but when I called back she was out of the office for 2 days. On 9/16 I talked to ******** the case manager and she told my paperwork was denied because my vehicle is fixable and over mileage. My car has **** miles on it. I was told by Chrysler the wrong part that was received by the dealer ship in July never made it back to the sending parts department. Until the part is received by the shipping **** then I will not get the part. On 9/19 ******** called and stated the part will be expedited. I heard that excuse on 3 other occasions. I have 4 children and three are in some type of car seat. I do not have car mirrors because of fam cam and I'm paying for services for my vehicle that I haven't used in 8 weeks. Today it exactly two months that my car is out of service. This is unacceptable.

  Business response

  09/19/2022

  We have been working closely with Corporate to try to procure the part needed to complete this recall. After waiting weeks for the part originally, the wrong part was received. We had to reorder and work to get the correct part. The correct part is on order and we are awaiting its arrival. Tell us why here...

  Customer response

  09/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Its been 61 days since the part was ordered, wrong part sent, wrong part sent back and was not received by shipping department and correct part still not put in my vehicle.  ************* Lemon gives 30 days for a vehicle to be fixed and paperwork has been files with *** .  

  
  
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*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. ↩