ComplaintsforGrogan's Towne Chrysler Dodge Ram

• Initial Complaint

  08/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a pre owned certified truck from them. I didn’t even drive it a month before the engine light came on and if starts to run funny. I took it to the service department since it was under warranty. It took almost a month for them to figure out what the issue was another month waiting for parts and here we are almost five months later waiting for them to fix it and get it back to me. Mean while the cars waiting to be serviced have changed multiple times. Should it be first in first out? Also I bought this truck to have a little side business doing lawns over the summer. So not only have I been paying for a truck that I can’t use for months I’m also loosing money from the lawns I had already arranged to mow.

  Business response

  08/18/2023

  The technician that was originally working on the vehicle was injured and has been out for 3 months. We have it assigned to a new Technician and he is working on getting the engine replaced. We had to divide the technician's work that was injured between our other technicians. I spoke to the technician that is working on the vehicle now and we hope to have it completed no later than 8-25-23.

  Customer response

  08/30/2023

  [BBB Transcription via Duplicate]

  I bought a truck from Grogan’s town in march. It had to go in for maintenance in April it took them almost a month to figure out what was wrong. Another month for parts. And it’s almost September now and I still don’t have my truck back. The service tech called and told me they would try to have it finished by the 29th. I’ve heard nothing from them. They did give me a loaner car to use that can’t leave Ohio and Michigan. So I’ve missed two weddings and multiple birthdays. My family reunion is this weekend in West Virginia so I really need my truck back. I help my great aunt run the reunion since the recent passing of her daughter I can’t not be there. Grogan’s town had had my truck longer than I have and I’m also wondering if this falls under them lemon law.

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 2th,2023 on my Pacifica, 2022 with less than 2000 miles on it my engine light came on. Took it to Grogans ,on May 23 they told me it needed a new engine. They had this car all this time. They ordered a new engine. Chrysler’s customer service told me it was delivered to Grogans on June 7. I am still waiting for them to put that engine in my car. They keep on giving excuses. I don’t know what else to do. if you could help, I would appreciate it

  Business response

  08/02/2023

  We are currently in the process of replacing her engine. We have had the replacement engine here to do the work, however only a few Techs are at the level to do that repair per warranty guidelines.  As soon as we had one available to complete all the engine repairs we had scheduled ahead of her we started.  We began to replace the engine on 7/24/23.  Due to a storm and power outage we were not able to work on it from 7/26/23 until 7/31/23.  Baring any other set backs we should be done with it shortly.

• Initial Complaint

  03/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took the truck in to have a Dent fixed on the driver side and Grogan's employee dented the passenger side.. The side They dented they never fixed I brought it back 3 times and they just threw bondo in there and the paint doesn't match.. They've claimed every time it looked good to them but even their salesman I talked to said he could see it playing this day..and everyone that sees it.. My new truck is ruined marked discolored. Then 2 days ago I brought it in to have the muffler bolted up because the muffler bolts broke at 35k miles.. I ask them to rotate the tires and they change the oil by accident. I have mobile one fully synthetic oil top grade filter just changed.... They put in a synthetic blend which is a lot cheaper and they lied to me and said it was fully synthetic. The mixture of the 2 oils will ruin the engine.

  Business response

  03/29/2023

  The business did put the wrong oil into the consumer's vehicle.  It has since corrected the situation.  It picked up the vehicle from the consumer, drained out all the oil, put in the consumer's Motor 1 oil, and then returned the vehicle to the consumer.  The business considers all matters resolved with the consumer at this time.

• Initial Complaint

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my jeep in to have an oil leak and heater core repaired with my warranty .. the final invoice didn’t have gaskets on it so the warranty place wouldn’t cover them, Groganstowne tried to get ME to cover the cost,, I called the warranty comp and got it all figured out ,, my car is still leaking ( they said they fixed it)i contacted them about it and they REFUSE to use my warranty ever again ,, and because THEY said my heater core is only clogged and NOT broke ( which it s,, I have no heat & my floor is wet )now the warranty place won’t cover it and I have no car to drive to take my car in again! The mechanic has been personally txting me telling me their not gonna honor my warranty if I bring it back again , very unprofessional

  Business response

  01/12/2023

  We are more than happy to set up a follow up visit with the customer. We pride ourselves on being honest and transparent. If there was a workmanship issue or a defective part, we stand behind our work for 2 years. We shared 100% factual information with the extended warranty who declined coverage, not our dealership. At this time, we would kindly ask the customer to pay for any repairs out of pocket and seek reimbursement directly from their extended warranty. 

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Having trouble with vehicle and could not take it to a dealership in columbus where resides because they were all booked up. Brought vehicle here in toledo to get issues fixed. The car had a major jerk when you take off and was told from a couple other mechanics that said it could possibly be a transfer case seal leak as far as the other things that were wrong needed to take to a dealership. Seems as once they found out that it was told by other mechanics it was the transfer seal leak they concentrated on that and did not look at anything else that could have been wrong with vehicle. All they kept saying that all the recalls was done and that the transfer seal would not be in until a week in a half and now its been 3 weeks and it finally came in, but since they have not checked on anything else that could have been wrong. According to consumer they were supposed to do a double diagnostic because lights stay on in the vehicle. that was not done. Has been making several calls to service manager and they keep giving the run around.

  Business response

  11/21/2022

  [BBB Transcription via Email]

  
  ****** ******* <*************************>
  Attachments
  9:18 AM (25 minutes ago)
  to me
  
  I am writing to respond to the following customer.
  
   
  
   
  
  I ****** *******, Service Director have spoke to the customer and his wife on multiple occasions including at the time of pick up where she threatened to follow my staff home from work. As you can see from the attached paperwork, we were not able to duplicate the customers concern at the time of service. There was no charge assessed because no repair or validation was made.
  
   
  
  Based on the experience with the customer and how she treated our staff I would not be interested in doing any additional work for them.
  
   
  
  Thank you.
  
   

• Initial Complaint

  11/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our company made a 07/30/22 appointment for minor repairs and diagnostic services. The following week we were notified by the service advisor, **** ****** that the minor repairs had been completed and that a replacement engine was required. We approved the repair and the replacement engine arrived at the dealership a few weeks later. Unfortuantely our service advisor failed repeatedly to keep in touch, so we had to contacted the dealership ourselves periodically to check on status. Week after week elapsed without any progress. In an effort to move the repair along we reached out to service manager, ****** *******, who did his best keeping us informed and getting the repair moving. The vehicle was finally "ready" for pickup 10/11/22 (74 days after drop off). Of course, the invoice was substantially more than agreed. However, adjustments were made and the 8,659.46 invoice was paid. We immediately noticed the engine shroud was missing. We notifed the service manager while still on the property. He retreived it and we offered to just install it ourselves. We then discoved the radiator shroud had been damaged and the radiator itself had been punctured and was hemmoraging coolant. We again notified ****** and submitted photos. He offered to repair/replace the radiator. On 10/20/22 we left a voicemail for the general manager, **** ***. No response was ever received. We expected the dealership to repair/replace the radiator as promised but gave up after another month without contact or any progress. On 11/01/22 we replaced the radiator ourselves. The replacement radiator cost us 185.10. They charged us 84.00 for coolant and from what we have heard - 175.00/hour labor. By those metrics we are seeking a reasonable reimbursement of the radiator itself - 185.10, coolant - 84.00, and six (6) hours of our labor rate; 50.00/hour. Total - 569.10 The receipt for replacement radiator is attached.

  Business response

  12/05/2022

  [BBB Transcription via Email]

  ****** *******
  9:05 AM (41 minutes ago)
  to me
  
  I am writing in regard to a complaint from ****** **** for Grogan’s Towne Chrysler.
  
   
  
   
  
  ****** ******* our Service Director worked directly with ****** **** to resolve the concerns. ******’s vehicle was returned to our facility on 11/22/2022 to perform a brake inspection as requested by the customer. The customer was also provided a refund for a radiator that may have been damaged during the customer paid repair visit.
  
   
  
  Thanks
  
   

  Customer response

  12/05/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  No reimbursement for radiator damage has been received as of 12/05/22. 

  Please advise check amount, check number and mailing date.

   

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

• Initial Complaint

  02/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 01/11/2022 when check-in I provided Grogan's with my warranty companies information. I was having an issue with my heated steering wheel, and the passenger seat making a noise issue. This complaint is only about the steering wheel. They explained that if the issue wasn't covered under warranty the fee to be diagnosed would be $150, I agreed. On 01/12/2022, I received a call from **** telling me that truck was ready to be picked up and that the issue was my truck needed a "software update", and they did this update already. But this would not be covered under the warranty and also they don't deal with my warranty company anyways due to previous issues with the company from other customers. And i would need to pay for the service. The total together for the steering wheel and the seat to be looked at was $321.75 ($160.86 being 1/2 for the steering wheel). So I pick up my truck and pay the fee, and after driving for 20 minutes my heated steering wheel shuts off, so the problem WASN'T FIXED! I called **** and he says well we don't deal with that company so it's not our problem. I call my dealer ********* ****** and speak to my salesman about the warranty company. He speaks to **** the Service Manager at Grogan's, who sends him a quote to fix the steering wheel and they authorized the quote Grogan's requested to fix the steering wheel. I was made aware of this, and thinking that Grogan's was ordering parts and going to call me I waited. Then I finally reach out wondering why no one has contacted me since its been almost 4 weeks and was responded with text from **** saying "I never got a call back from *******. I am not sure if we want to get in the middle of this" after i then explained that it was already approved and that I paid for this to be addressed he then responds with "This is not a company we normally work with. If you want to pay out of pocket and get reimbursed by them, we could do that.

  Business response

  02/15/2022

  Contact Name and Title: **** ******
  Contact Phone: **********
  Contact Email: ************************
  *** ***** purchased the vehicle at another dealer (Milosch Chrysler) and was sold an extended service contract which we normally do not deal with. We called the contract company on her behalf and we were told that the repairs were not covered. A salesperson from Milosch called and said that they would try to get coverage and call us back. We did not get any authorization so I informed the customer that we would do the repairs but it would be necessary for her to pay Grogans and get reimbursed by the dealer or contract company.

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