ComplaintsforChrysler Dodge Jeep Ram of Columbia

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2023 Jeep Grand Cherokee in April 2023. The vehicle was totaled in an accident in January 2024. I have been trying to speak with someone at the dealership to cancel and get a refund on my extended warranties I purchased from the dealer. I have called weekly since January and can never speak to any one in finance OR get anyone to return my calls.

  Business response

  04/01/2024

  This is in regards to Complaint #******** from *******************************. We have been in contact with ************************ and he has sent us the necessary paperwork to cancel his Ultimate Titanium and the Extended Warranty.  The two products have been cancelled and a refund issued to ************************. 

  Thank you,

   

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

  Columbia CDJR

   

  Customer response

  04/02/2024

  I was reached out to and sent the paperwork; it was filed out and returned.  I have not gotten a refund as of yet

  Customer response

  04/12/2024

  Complaint has been resolved.  I am happy with the outcome

• Initial Complaint

  03/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I traded a 2019 challenger for 2016 jeep the jeep hasn't stopped leaking coolant since we traded and it's been brought in for repairs 4 times 4000 dollars in the latest repair which was supposed to be fixed Friday 3 1 24... now it's back in the shop still leaking coolant.

  Business response

  03/15/2024

  We have been in contact with **************** regarding his 2016 Jeep.  **************** has agreed to purchase the engine, which is on back order and we have agreed to do the labor.  We will complete the repairs as soon as the part comes in.

   

  Thank You,

   

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

  Controller

  Columbia CDJR

   

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Parts and ******************* Complaint **************** and filter change. I got to your service department at 6:45 am on 12/29/2023. In the express lane to get an oil and filter change. Was asked if I have an appt. Was told no. Then was told I would have be work to get an oil and filter changed since I had no appt. I was told by a black service technician, that this had changed a month ago. Nowhere on your website for the express lane does it indicate by appointments only Nor do you have a sign at the building appts only. This is a very poor way to do business. I'm appalled and disgusted at the service at this location, I wasted my time, gas, and energy to find this out.

  Business response

  01/02/2024

  Mr, ****** came into the dealership for an oil change and did not have a scheduled appointment. At that time, he was informed that we were fully scheduled for oil change appointments and was told that we would get to his vehicle after the scheduled appointments. This is a change of policy to better serve our customer's and based on their recommendations.

  We have since resolved this issue with **************** and have added additional language to our website recommending an appointment for oil changes.

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a 2023 grand Cherokee in April, 10 minutes after leaving the lot the *** service light come on, the radio stopped working as did the heated seats. No issue called an set up an appointment. Before our appointment date the financed manager called (roughly 10 days of driving the vehicle) and said the paper work was incorrect :(error on there end) could we come an resign. We like the car so we went back spoke with him and even asked since the paperwork wasnt submitted and we were having so many issues could we get the exact same vehicle,down to the color, off the lot and change vins on paper work. He said no but if they couldnt fix it they would buy it back from us , being they already sold our trade in. Started dealing with ******* with Chrysler and they were going to issue payments back for every 30 days they had it.(that never happened) The codes finally said it was bus 1, main communication for whole car so they agreed to purchase it back due to the lemon law, but we are told we have to pay 14kbefore they will, now Chrysler is dragging there feet on that. So they ended up making us bring the loaner back an get ours back untill the buy back is complete, all the while start stop works when it wants, the radio works 10 percent of the time l, the *** has never worked (big safety concern) heat seats work when they choose to, transmission shifts to *****************. So many issues with this car it shouldnt be drove on the road an people at the dealership have agreed. Shady business and I would stay away. Ill pay the 14k but if I can stop 1 person from buying a car from there I will do it! Ready to get the surrender over with and just be done with this dealership

  Business response

  09/15/2023

  To Whom It May ******************* letter is in response to Complaint #******** filed by ******* and ****************************  Mr. and ***************** purchased a 2023 Jeep Grand Cherokee from our dealership in April 2023.

  After the paperwork was sent to the bank, it was realized that *******'s name was misspelled, and the street address was incorrect on the contract.  We contacted the customers to come back in and re-sign.  Upon re-signing they mentioned that they were having issues with the vehicle; but since it was a new vehicle and covered under warranty, they agreed to keep the vehicle and have the repairs done. 

  The customers brought the vehicle into service 4 times. We addressed several issues but unfortunately were never able to duplicate all of the issues experienced by the customer with the vehicle. 

  As a result, the customer decided to pursue the buyback program through Chrysler. Throughout this process, at the customer's request we assisted in providing all of the information that was needed by Chrysler; and there is an appointment set with them for a potential buy-back at our dealership. 

  We are in consistent contact with the customer to offer support in this process. Fortunately, this does not happen often due to the high quality of the product. We will continue to provide support to the customer. 

  Thank you,

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

  Columbia CDJR

  Controller

   

   

   

   

   

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We brought our car in for oil change and tire rotation to keep up with proper maintenance; it is a brand new vehicle. They charged us for the services and gave us a receipt stating they were completed. The tires are all in the same place as before and were, infact, not rotated. Not only could this damage the tread on the tire but could also pose a hazard to me, my family, and surrounding drivers if the tires were worn down. I have called the business to discuss this with a manager, they have placed me on hold for some time and then sent me to a voicemail they have yet to return my call. I want the public to be aware of the integrity of this business and the potential threat to their safety when seeking out services for vehicle maintenance. Thank you for everything you do for our communities.

  Business response

  03/23/2023

  ************* brought his car in for service 03/02/2023. He purchased an oil change contract and he had asked for a tire rotation. Apon inspection we found his car has staggard fit wheels/tires. This means the front wheels and the rear wheels are different sizes and the wheels will not fit on the car in reverse because the wheels hit the brake calipers. He had a wheel that had previous damage and had been welded to fix a crack. That wheel was on the right front, it was on the right front after service becasue it can't be moved to the rear. I contacted ****** about this issue and explained that his tires can not  rotated from front to rear. ****** has posted on several review sights of his frustration. After I explained to him the fact that the wheels can't be moved to the rear he understood and said he planned to remove the reviews. He was questioning why nobody told him this and I agreed with him that they should have told him it couldn't be done do to staggard fit rims. At the end of that phone call I thought he was satisfied with our conversation. It looks like this BBB complaint was made prior to our conversation.

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

• Initial Complaint

  06/27/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Went to buy a truck from this company. They quoted me a price then changed the price on the paperwork. Then I found it on the website even cheaper. The man at the dealership told me that the info on the website might be a lie. It was all a big lie. I told them I no longer wanted to do the deal and they said too bad. I am no longer interested in this vehicle. I want my trade in back.

  Business response

  07/05/2022

  Business Response /* (1000, 5, 2022/06/28) */ All paperwork was signed by customer agreeing to prices agreed upon at the time of sale. Customer left in the truck completely happy.

• Initial Complaint

  05/26/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a Jeep from this dealer on 3/23/22. They required purchase of ********** service contract to get rate of 3.99%. They said without it rate would be 4.69%. They said we could cancel/get refund so no harm in taking for lower rate. While signing they "threw in" ********** "for free to sweeten the deal." Afterward we realized this was not free; they charged $995 but took $995 off **********. Both products are optional but were not represented as such during negotiations. Confirmed with the bank they didn't require purchase for lower rate. On 3/28/22, we requested to cancel both. They said could cancel ********** but ********** was not cancellable because it was supposedly physically applied to vehicle. They said there would be a sticker showing it was applied. There isn't/wasn't a sticker/other indicator on the vehicle. They said "we don't have proof it was done and you don't have proof that it wasn't." Refused to cancel/refund. ********** was to be canceled/refunded 4/6/22. They said could take 30 days to process and send to bank. No refund received as of 5/4/22. Called and they said hadn't been processed and could take 8 weeks. Aaccount with the bank had since been paid off/closed. The bank said funds sent to them would be returned to sender. Dealer said if we provided payoff letter they would issue us the refund directly. Letter was sent by next day. On 5/16/22, they said refund was sent to bank even though they said they would send directly to us. Additionally they charged us $160 more in taxes than what was paid. We were told this was a fee paid to a 3rd party, but It was listed as part of "registration fees" and therefore it was not disclosed properly. As of 5/26/22, we have not received refunds due to us. Dealer needs to cancel warranty refund check sent to bank and issue check directly to us as agreed upon, refund the $160 fee that was not properly disclosed, And cancel/refund $995 for the ********** that was not applied to the vehicle.

  Business response

  06/06/2022

  Business Response /* (1000, 5, 2022/05/31) */ The warranty refund was originally sent to **** ** *******, but was returned. We have reissued a check to the customer. We are refunding the $995.00 for the ***********. The $160.00 charge is a fee that is paid for all out ** state customers. Please see attached copies. Consumer Response /* (2000, 7, 2022/06/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) I'm very glad this is resolved. In the future, I would recommend that the business do the right thing by their customers before it escalates to a BBB complaint. This could have been resolved 2 1/2 months ago, privately.

• Initial Complaint

  03/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife took the vehicle mention in the invoice to Chrysler Dodge of Columbia for repair and had purchased an extended warranty when vehicle was purchased from above mention dealer. The warranty claim was denied and cannot get dealer to give adequate reason why or provide name of the warranty company that provided the warranty so we could inquire more details from them. The invoice in question is CHCSXXXXXX dated 3/7/22 customer # *****(********* * *******)

  Business response

  03/25/2022

  Business Response /* (1000, 5, 2022/03/19) */ Our finance department advised the customer who the warranty company was. The reason the warranty company wouldn't cover the cost of repairs was due to modifications of the car made by the customer which voided the warranty. The warranty has been cancelled and will be reimbursed towards loan payoff. Consumer Response /* (3000, 7, 2022/03/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Finance did NOT provide the name of the warranty company to me as asked, said they would and passed on to another person who never called me back. Also I was referred to service dept and spoke with Tim who was gonna have his supervisor call me with details about why warranty was denied and he never call me either(passing the buck with no results) The car was NOT modified and i need to know what modification they think was done Business Response /* (4000, 10, 2022/03/24) */ The customer was emailed and called today with details of the inspection and why it was declined. I just hung up the phone with him and he said he was happy and had already contacted BBB that he was satisfied with the answer. Below is the email sent to the customer. ***** ******* Your car came in for an engine failure issue on February 18 2022. At this time diagnostics for the inspection was authorized so we could call the extended warranty company *** (phone # X-XXX-XXX-XXXX). The dealership performed diagnostic by removing the oil pan to review the rod bearing. After removing the rod bearing caps we found cylinder #1 and #4 with damaged bearings. One was spin and one was busted and parts had fallen out into the bottom of the pan. The engine was covered in oil and the oil cap was new and aftermarket. When we called in the claim to AUL Extended Warranty the advised us that an inspector would be sent to inspect the car. An inspector came and reviewed the bearing damage, found the car had an aftermarket tuner and the suspension had been lowered (modified) and a new oil cap. The extended warranty declined the repair due to the aftermarket tuner and suspension modifications, also due to the oil saturation on the engine and the new oil cap showed signs that the engine was ran for a while without the oil cap and the engine showed signs of lack of maintenance or could have been run low of oil. The billing was for the disassembly of the oil pan and the inspection performed by our technician. Extended warranty companies will not authorize diagnostics prior to finding the failure and always require the customer to authorize the inspection and diagnosis until a cover repair is verified. If you want to hear from the extended warranty company on their determination for the declined claim they can be reached at X-XXX-XXX-XXXX extension 302. The decision of coverage was 100% the decision of *** and Columbia CDJR can not override the decision. The extended warranty is a third party contract and is between the customer and the warranty company only. Rodney B***** Service & Parts Director Columbia Chrysler Dodge Jeep Ram Fiat 106 S. James Campbell Blvd Columbia TN 38401 931-380-0800

• Initial Complaint

  03/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The very beginning of the month of December 2021, I, and my fiancé *****, purchased a 2016 *** 1500 Sport with 92,500 miles on it from ******** Chrysler Dodge Jeep Fiat in ********, Tn. Upon meeting with the finance manager, *****, we were offered an extended warranty from******. for the afore mentioned vehicle. ***** told us that this would be a 7 yr/150k miles warranty with a $250 deductibl, all the while mentioning all the good points of having the extended warranty due to the high mileage. The cost of the plan was approximately $2250, which was included in the amount of our loan. Two days into owning the truck, we realized that when you hit a bump at highway speeds that it would skip to the side. And also, that the brakes seemed a little sticky. My fiancé, being the primary driver of this truck, also noticed a lot of unusual vibration in the suspension when she would hit bumps. So, after about 3 weeks, my fiancé *****, took the truck back to a local ASE mechanic and he indicated that something was certainly "not right" with the truck and suggested she take it back to the dealership. We had wondered at this point, why we had bought from CCDJF in the first place, again. After all, they had already done unnecessary work to one of our vehicles in the past. But, they're the nearest ***** dealer to us and we are ***** buyers. ***** took the truck to the dealership noting the issue to the service writer. They kept the truck a day and told her that it needed a 4-wheel brake job and two new rear tires, to the tune of over $800 total. That there was nothing wrong with the truck suspension and that because it has limited slip differential, it is "normal" to skip when you hit a bump. This cost us $141. ***** declined the work they had suggested as this is not the first time they had suggested work that had not been necessary. She took the truck to a reputable ASE certified mechanic and tire specialist and neither the tires nor the brakes were in need of repair.

  Business response

  03/14/2022

  Business Response /* (1000, 5, 2022/03/04) */ Mrs. ****** scheduled an appointment to have her truck looked at on Jan XX XXXX and came in for the appointment. The truck was purchased on November XX XXXX. In the used car inspection, the truck had XXXXX and tire measurements were at time of inspection 6/32 right rear 6/32 left rear 5/32 right front 5/32 left front. In the UCI the tires were rotated after these measurements to put the best tires to the front, so after the UCI the rear tires were 5/32 tread and front were 6/32. On the arrival of the appointment the truck had XXXXX miles for a difference of 2539 miles. So, the customer had drive 2539 miles since purchase. From the description above the customer had been having brake issues that felt like the calipers were locking up per their description to us on the work order. This is a condition that can be intermittent or constant. With the miles driven and they had taken it to be inspected at another shop prior to coming to our shop, I assume this was an intermittent, if it was locked up it could not be driven, and the truck was not towed in. The second complaint was "FEELS LIKE WHEN GOING OVER A BUMP IT FEELS LIKE THE REAR END IS SLIDING OUT" quoted from the diagnostic invoice. Issue #1 - Brakes - The measurements in the UCI were 6 mm front and rear with no abnormal wear patters. On the inspection on Jan 19 they measured 3mm lf 3mm rf 3.5 mm rr and 4 mm lr. National Standard brake replacement is recommended at 3mm. Our recommendations were to perform the brake work due to a brake feel complaint, and during the brake work you have the caliper removed to inspect and lube when you load the brake pads. This would have allowed us to do a proper inspection of the calipers, taken car of a need for service and would have saved money for the customer to have completed all at one time. It made more sense to perform it this way than to charge labor to pull off the calipers for testing and then have to pay additional labor at a later date to perform the brake service. It could have been handled at minimum cost all at one time. Issue #2 - Sliding out - The tire measurements in the rear after driving 2539 miles was 4/32. The National Standard for tire replacement is 3/32 - 4/32 tread wear remaining. Tires have built in wear bands at 2/32 that marks the level that are illegal to drive on the road. A new tire for a truck **** have 9/32 to 11/32 tread new. From the complaint the only thing we could verify is in curves the truck would slip or slide out in rough road conditions. This is normal on worn tires, so we suggested tire replacement. The customer Mrs. ****** was called and advised of these repairs, and she elected to not proceed with the repairs as suggested. The charge applied to the customer was for diagnostics of time spent by our technician for the inspection and time spent to diagnose the issues. Our standard diagnostic fee is $120.00 plus tax and shop supplies, and this is what the customer paid for that was authorized prior to starting the diagnostic. The customer complained of the issues on the truck and asked us to look at them, we advised the repairs from the inspection and test drive. It appears to me from taking it to the first ASE tech and then to our shop they had a complaint of performance, not sure why the third tech was not able to find any problem and offered no solution for the issues. Attached you **** find the UCI inspection documentation and the return visit 2539 later. Due to the time and miles between sale and return dealer can not offer a refund. From the inspections on each visit this looks like normal wear and the customer declined services to correct the issue. These issues are not covered by the powertrain warranty that was purchased by the customer.

• Initial Complaint

  02/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called to get a quote on a new key and was content with the price as that was the only option. When I dropped the car off, I asked them to look at my driver seat because it was stuck. It wouldn't move! They called me and said there was nothing that could be done. I believe they said the seats were made different with the newer version, so they didn't have access to the parts anymore. I asked them to leave it alone at that point. When I went to go pick up the car, my bill was way higher than the cost I was quoted for the key. Again, I asked them not to mess with the seat! I was charged for a seat repair!! There was nothing done to the seat as I was told there was no fixing it! Why am I being charged for something that was told not to do because there was no reason to look in to fixing it if I am being told they know they can't fix it. I paid the bill so I could leave. I have tried to talk to the business, and they are not willing to help fix this issue.

  Business response

  02/21/2022

  Business Response /* (1000, 5, 2022/02/08) */ ****** ******* contacted the dealership to inquire about a replacement of a key for his Charger. The estimate was given and parts were ordered. When he arrived to get the key he asked us to look at the seat due to it being in the reclined position and would not come up. We advised him that the diagnostic charge to find out what the failure was on the seat would be $120.00. He signed the work order and initialed the $120.00 diagnostics charge before the car was sent back into service. From the diagnostic we found that the seat needed the seat frame/motor assembly and was not a part that is available from ***** anymore. We also checked aftermarket parts and was not able to locate the needed part to resolve the issue. We then give him a price to disassemble the seat, take the motor off and try to reposition the seat in the upright position. This would allow the seat to be up in a normal position and not be reclined but there is no guarantee that it would not fall back at some point due to the motor failure. He declined for us to proceed with this repair. At this time there was nothing else that we could do. We returned the car in the current condition because we were not authorized to perform the repair by ******. He was billed the exact amount for the key and the $120.00 diagnostic fee that he signed off and initial authorized that allowed us to spend time inspecting the seat condition. We do not provide free estimates for repairs that require our technicians to perform diagnostic testing. The diagnostics authorized by ****** (that he signed and initialed authorization) was billed. It's unfortunate that the parts to repair the car were not available to us, however this did not change the fact that time was spent to locate the issue. Attached is the repair invoice for the repair with the documentation of authorization for the charges. However on review it looks like he was charged $149.95 and the dealership **** refund the customer the $29.95 difference with tax.

*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. ↩