ComplaintsforLiberty Chrysler Jeep Dodge Ram

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a ongoing mechanical issue going on with my 2020 jeep cherokee. I made an appt for service and took a vacation week from work to get it resolved. On April 18th, I took it in and they said they could not duplicate the issue. So then I drove with the service advisor so he could listen to the noise. Once verified he took it back to the shop and the mechanic said it could be a software update. Once the software update was done, they handed me my bill and keys and said it may fix the issue. As soon as I paid ($100 for half the labor and a maybe fix) and left it continued so I turned around 2 miles down the road and took it back in. I asked them to keep my vehicle however long it would take to diagnose the issue. 3 days later I called for an update. They told me they couldn't find anything wrong with it. And when I picked it up that day he said everything looked tight and that it would require tearing it apart to find the issue. I specifically asked them to check whatever they needed to so I could fix the problem and they made no effort to go any further to do so. I also called chrysler corporate and opened a case, several weeks ago and have not gotten a response.

  

  Business response

  06/21/2023

  We are the third dealership to try to diagnose the concern for this vehicle, and after the flash update, we did recommend services on the tie rod ends-as I believe that is what Stellantis recommended to the technician after a case was opened. The customer denied those repairs, stating that she believed that would not fix the issue. So, we offered that to the customer and the customer denied the recommended services and picked up the vehicle. This was the first and only time this customer has been at this dealership, after going to 2 other dealerships that also couldn't diagnose the issue. We would have continued to work with the customer to try to fix the concern, but with them denying recommended services, we could not continue.

  Customer response

  06/22/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20214483
  
  I am rejecting this response due to the previous dealers recommending me take it to a dodge specific dealer as they were not able to recommend any parts to put on the vehicle. After buick looked at it twice, I brought it into this dealer hoping because they specialize into this specific line they would be able to diag. The second suggestion of replacing a tie rod as he stated could be that. He was unsure which was the same response he gave me when he said it needed a software update that may or may not fix it. I asked when I came into the shop originally that I did not want to start throwing parts on it that will not fix the issue. As his second suggestion again was not related to the issue. A tie rod end is a steering component and my complaint was on acceleration noise. I explained it very thorough the noise is on smooth flat road and not triggered by anything but acceleration. 
  Regards,
  
  ******* *******

  Customer response

  06/26/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20214483
  
  I am rejecting this response because: 
  
  Regards,
  
  ******* *******

  

  Business response

  06/29/2023

  We apologize again that you are not satisfied. At this point, we are considering this case closed. I'm sorry that we couldn't come to an agreement, but we no longer are going to continue to go back and forth on this matter. The customer denied recommendations and the customer picked the vehicle up. The customer can set another appointment with us if they would like, but as far as this case is concerned, consider it closed we will not be responding any further.

• Initial Complaint

  12/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Sept 24 My driver of my 2012 Dodge 5500 Rollback was driving down interstate 270 in Columbus while towing a vehicle on her wheel lift and another one on her bed. The Studs and lug nuts failed and going 60 her right 2 wheels came flying off. No one was hurt or injured thankfully and she somehow managed to get it off to the side of the interstate. All the studs were broken off. Come to find out there is a recall on this truck do to the studs and lug nuts coming loose. We took it to Liberty Chrysler Dodge Jeep in Pataskala Ohio for the recall work. 2 weeks after dropping it off they side it was fixed. She went and picked it up not getting but 7 miles from the dealership and the hub started smoking. I had her take it back to the dealership. They stated that the seal was defective with cause the oil to leak out and shot the bearing which damaged the hub. We are a small company covering a large area in Ohio with contracted work lanes picking up vehicles and taking them to auction. After waiting to get a new bearing thats when they discovered the hub was bad. Which I don't understand why they wouldn't of checked all that the first time knowing her wheels came off. Needless to say 38 days and still counting the dealership isn't able to find a hub for my truck. My truck is just sitting in the back of the dealership lot torn apart. Meanwhile this issue is seriously starting to financially hurt us as we have lost over $25,000 work, wages, parts we had to buy to get it off the freeway and now not being able to commit to our contracted lanes. Contacted Dodge corporate about the issue they stated someone would call me back in 2 days. As for a rental or something to help keep my business running she stated there isn't may rental companies for that kinda of truck. I still don't have any answers to when I may even get my vehicle back. But the truck went in for a stud and lug nuts recall and now it sitting for a hub issue cause by a bearing going bad because of a seal failed. No one seems to care that my driver is a single mom of 2 teenagers that works super hard to provide for her children. Now it's Christmas time and she hasn't worked in almost 2 months not to mention all the money my company is loosing because of this issue. Truly upsetting a very common truck and no one in the state of Ohio or surrounding can locate a part for this truck. It's been stressful. At what point should someone compensate someone for lost work and wages?

  

  Business response

  12/14/2022

  This complaint is directed at Liberty Chrysler Jeep in Pataskala, Ohio and not Performance Chrysler Jeep in Columbus.

  

  Business response

  12/14/2022

  Unfortunately, we are at the mercy of the manufacturer since the part the customer is waiting on is on national back order and we are waiting for it to become available. When the truck was originally brought in, the concern was the wheel(s) came off while driving. When we saw there was an open recall that caused the problem, we performed the recall and verified it worked as designed. When you brought it back shortly after picking it up, we quickly diagnosed the issue and got you on the list for parts needed. We can't help that they are on back order. As far as how we have the truck stored, it is a large tow truck missing 2 tires at the moment, we don't have room to keep it stored in our garage for an extended period of time. We have our lot fully monitored 24/7, but if you would like us to put the truck back together for you to pick up while waiting on parts, we can do that for you. We understand your frustration, but we cannot compensate for lost work and wages, that would be up to Stellantis if they want to do that.

  Customer response

  12/14/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  Regards,
  
  **** ******

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  11/20/22 car was brought and and left for 5 days- the daytime running light and a parking light were out. This was reported as being fixed- clearly was not. Upon picking up my vehicle, the indicator lights were still on- went back in and he said they just did not reset the indicator lights. However, I can SEE that my lights are still not working. This is theft/ I paid for a service that was not completed- I was lied to. Theft

  

  Business response

  12/03/2022

  Our customer was put in a loaner vehicle for 1 day until all repairs were complete.  We returned customers car to her residence the next day, with all concerns addressed and completed. We also issued a refund for a bad bulb.  
  

  *** ******* GM

• Initial Complaint

  11/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a brand new 2015 Jeep Grand Cherokee limited from Liberty Chrysler Jeep Ram on 2/26/2015. It included a warranty for the life of the vehicle. We used them to do any service work that was required until we had a string of issues with their service department. They were very rude to my wife on a couple occasions. We Liberty if we could get our vehicle serviced somewhere else and still maintain our warranty for life. They told us "Yes, as long as it is a certified mechanic". We wanted to cover ourselves in case we lost the warranty on a technicality. We continued to get our Jeep Serviced at John Hinderer Chrysler Jeep at 1290 Hebron Rd. in Heath. We kept up with every recommended service. We ended up having leaky valve cover gaskets. We asked if they could use the warranty. They couldn't find the warranty, and said contact the original dealer we bought it from. We contacted Liberty Chrysler Jeep Ram, and they said our warranty was void because we didn't call ahead of time before any service was done. We specifically asked what we needed to do to keep our warranty, and they told us more than once that all we needed to do was keep up with the routine maintenance, and make sure it's a certified mechanic. We did exactly as we were told, and used another Jeep dealer. All the routine Maintenance is tied to the VIN. We have proof it was done, but Liberty is denying us our warranty work. We have bought 2 vehicles off Liberty, and we were happy with them until their service writers were extremely rude. We want our warranty back.

  

  Business response

  11/28/2022

  I would like to apologize for any mistreatment or confusion. That's not the way our employees are trained to conduct business.  Everything was explained the time of sale and signed by our customer.  Please see the attachments.

   

  Thank you,

   

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

• Initial Complaint

  11/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a 2018 Dodge Ram 2500 and the extended warranty. I have taken the truck in as the transmission was failing to shift properly, it was diagnosed that a complete transmission exchange was necessary. It has now been six weeks and there is no update even though I have requested to speak with the service manager, and no estimated time of repair. I requested that I be given approval for a rental car while the truck was being repaired. I was told that I could only purchase the rental car for a 5 day reimbursement and at my own risk I could extend the rental but there was not guarantee that I would be paid back for anything past 5 days - extended rental approval would only be known after the truck was repaired. I asked to have the criteria of being paid back for a rental car for more than 5 days and was told this was proprietary information not given to the public and that there is no pre-approval for extended rentals. Not having a vehicle for six weeks has impacted me a good deal with basic things like groceries and child care, and with the holidays coming up I will now not be able to visit family. This smoke and mirror game of not knowing when a vehicle is going to be fix and not being able to have a rental car is a highly negative experience.

  

  Business response

  11/28/2022

  Good afternoon,
  
  
  
  My name is ******* ******** with Liberty CJDR. I am responding on behalf of *** ******* in regard to BBB Complaint 18444948. 
  
  
  
  We completely agree with the customer that they should get a loaner vehicle during the wait. Because the part is on backorder with no ETA and 1,600 people waiting it could be months before we see the part. The warranty company will not cover a loaner vehicle for that long. That is out of our hands, and we have tried everything we can to make it happen. We sent it to the highest person up the ladder that we could, but there is no way around it. The warranty company will cover 5 days and anything beyond that is case-by-case, and we are just the dealership, we do not know what the stipulations are to get that covered. It is not up to us. It is an unfortunate situation, but I assure you we have done everything we possibly can to get the customer covered. We have opened a Chrysler Star Case #84491231 and there are no parts in transit with 1,600 backordered. If we could pre-approve a rental car for you, we would. That is not our decision to make. We are very sorry, but we have done everything we can. We recommend waiting for the part, or at this point even trading the vehicle in. Thank you.
  
  
  
  ******* ********
  Customer First Coordinator/Service Receptionist
  ************ **** ***
  

  Customer response

  11/29/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 18444948
  
  I am rejecting this response because: 

  This response is simply not true. The dealership did not open a Chrysler Star Case, I did after weeks of no information coming from the dealership. Upon calling Dodge Ram Customer Care (1-800-992-1997) I was told that it was up to the dealership for an extended rental car and that they can pre-approve a rental car. This seems to be a shell game to save money where the dealership says the headquarters can give approval, and headquarters says the dealership can give approval…all while the customer is left without a vehicle. When saying “but I assure you we have done everything we possibly can to get the customer covered.” No specific steps of what was done are listed, just saying we sent it up the ladder. The solution here seems to be that the dealership should coordinate with headquarters and figure out a solution and pre-approval. Saying “If we could pre-approve a rental car for you, we would.” is not a true statement – Dodge Headquarters states the dealership can, having both parties talk this out and stop pointing fingers at each other is the proper way forward here in my opinion, give pre-approvals for rental cars in obvious cases where it is needed and make it easy for customers to have proper transportation. 7 weeks and I still don't have a vehicle...

  
  Regards,
  
  ***** *****

  

  Business response

  12/06/2022

  Customer is now satisfied; we have resolved any issues with the customer.

• Initial Complaint

  06/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 7/31/2019, I purchased a Dodge Charger 2019 from the dealership. I also purchased an extended warranty from this dealership at the same time, which I want to make clear was not included in the price of the vehicle. IN April of this year, my car was involved in an accident which was deemed a total loss by the insurance company. At that time, I have called the dealership and spoke with Mychelle Defazio (finance manager) and explained I wanted the extended warranty terminated and the remainder returned to me, since I paid for it, which is what every other dealership DOES. She since, sent a check to my house and then contacted me to let me know she needed to return the money to Chrysler be cause she said, the car had not been paid by the insurance company. That is INCORRECT and completely UNTRUE. I was out of the country and my attempts to contact her have been unsuccessful. Upon my return, I have attempted to contact her again, as I received another voice message from her which is now stating that the extended warranty was deducted from the payoff. ANOTHER INCORRECT and UNTRUE statement. The 2019 Dodge Charger pay off was paid in FULL by Progressive. I am not having any success reaching Ms. Defazio and am getting a lot of run-arounds. The $1782.18 cents is MY MONEY and I need it returned to me. As a business that CLAIMS to be reputable, yet treats me as a customer this way, it is completely UNACCEPTABLE. As you will see in the attached documents the amount of the payoff reflects not only the balance of my Chrysler account at the time of the statement being issued, but also as expected the amount of interest at the time. Thank you for your time, ****** ******

  

  Business response

  06/14/2022

  Per our dealer agreement with Chrysler Capital, since they were still showing an outstanding loan balance at the time we processed this transaction, we had to send the cancellation money to Chrysler Capital.  Chrysler Capital cashed the check on June 11th 2022, and will send the refund to the customer.  Unfortunately, I do not know the time frame in which they issue the refund.  Any further questions should be directed to Chrysler Capital 1-855-563-5635.  It is my understanding that this was already explained to the customer.  If it wasn't, I would like to apologize.  Our dealership considers this complaint closed and will not take any further action regarding this complaint.  

  Customer response

  06/15/2022

  I am rejecting this response because: The car was PAID off as of 4/22/2022 to Chrysler Capital, by Progressive Insurance and the check to me, for which the payment was stopped was issued by Liberty on 5/31/2022. Yet, more inconsistencies and nonsense in their story, very expected at this point, given the other nonsense provided thus far. Furthermore, the extended warranty is supposed to be through Mopar (a company of Chrysler) and has NOTHING to do with the CAR LOAN. 

  Chrysler Capital has no idea what I am talking about asking about this issue.  Neither has ANY OTHER dealer that I have dealt with. I will certainly make sure that the way this one does business will be very well known to others. 
  
  Regards,
  
  ****** ******

• Initial Complaint

  01/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  bought a used truck on oct.23-2021 . no title has been transferred to me in the 3 months since . they sent me a 45-day tag in Dec. The tag expires on 1-15-2022.because they would not return my calls I stopped into the dealership on 1-14-2022 to find out what was going on but no one was there to answer my questions they would try to find out on Monday the seventeenth to let me know. Meanwhile i cannot use a vehicle i have made 2 payments for and have to make a third on in the next week.

  

  Business response

  01/18/2022

  First I want to apologize for your inconvenience.  My title manager is still working with the ******** *** to get the title.  Unfortunately, we cannot issue another 45 day tag or we would be happy to do so.  Please get another temporary tag from the BMV and we will be happy to reimburse for the charges.  Again I apologize and hopefully this will be handled this week. 

• Initial Complaint

  08/14/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a used 2015 Ford Escape from Liberty on July 1 2021. On July 2nd I left on a trip to Florida to see my daughter. On July 5th the car started running odd overheated, oil light came on. Check all fluids, added antifreeze and oil level was very low, so added oil. Following day check engine light came on. Had the car checked and it needed a coil pack. Had that replaced. 2 days later check engine light on again. I had car towed to a ford dealership. That was on a Saturday. The ford dealership contacted me to say the engine was blown. I contacted Liberty to let them know what was going on and gave them the dealership in Florida to speak with service. Liberty did not call me back. The service writer at the ford dealership called me to let me know Liberty said they would pay half to have the motor replaced in the Escape, which thought that was very unprofessional. So $5,000.00 out of pocket on a car I have only owned for 2 weeks!!!

  

  Business response

  08/16/2021

  We have offered $4000 towards the repair weeks ago and have not had any response.

  Customer response

  08/25/2021

  I just purchased the car. Less then 3 weeks I need to put $4000 out of pocket to repair. That is not acceptable.If I wanted a 4000 dollar car that us what I would have purchased. The first payment had not even been made nor had I had the memo title.

  

  Business response

  08/26/2021

  I apologize but we are standing firm on our $4000 offer.  Sorry we cannot come to an agreement.  Our dealership considers this matter closed.

  Rob C****** GM

• Initial Complaint

  06/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2016, I purchased an extended warranty from Liberty so I could get the "Good" interest rate. The warranty is worthless they will never cover any repairs under the warranty. I want all of the money I spent on that warranty, nothing else. This is a link to the warranty company that Liberty uses to rip off customers. *********************************************

  

  Business response

  06/19/2021

  We have had email correspondence and phone conversations with Mr. ******.  Unfortunately, what Mr. ****** is wanting and what the actual process is for warranty cancellations are two different things.  We cannot help Mr. ****** and our dealership will take no further action regarding this complaint.

  Rob C****** GM

  Customer response

  06/21/2021

  They know that they sold me a useless extended warranty. They want to prorate the refund rather than refund the entitre amount.
  

*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. ↩