ComplaintsforSan Marcos Chrysler Dodge Jeep Ram

• Initial Complaint

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  November 28 my new 2023 Jeep Gladiator randomly broke down on the side of the Highway. I had it towed to ***. Marcos Jeep where they have not helped. They have tried everything in their standard operating procedures to not warranty this lemon vehicle. They never gave me a replacement vehicle. They have given no solutions as I continue to state this is a warranty issue. It will be over 30 days soon and I believe Jeep sold me a lemon vehicle at this time. Management has continued to use scapegoat tactics as this is a brand new vehicle and shouldnt be in this condition. Please help me, I feel as a long term Jeep customer ********* they are not honoring the warranty and helping a disabled veteran.

  

  Business response

  12/26/2023

  Good afternoon. ************* had his vehicle towed in 11/28/2023 with the complaint of a no start issue. After a initial diagnoses was completed the tech found the fuel was contaminated. The client said the gas station he had filled up at had no complaints so he made a claim with his vehicle insurance.  ************* took a fuel sample and sent it away for testing. The results were there is excess water in the fuel. The results are attached. Jeep's warranty will not cover damages caused by a outside influence in this case water in the fuel.  We are waiting for a response from the insurance company on there next steps for tear down.

  Customer response

  12/27/2023

  Complaint: 21052775
  
  I am rejecting this response because:
  Based on the evidence there must be manufacturing defects in one or more components that deal with fuel storage and usage parts or computer systems. 
  Also, the excess water is not enough to contaminate an entire full tank of gas to cause the many problems this Gladiator is having. Water would not make the spark plugs as dirty as they are. In fact it was explained by the independent lab that water is regularly found in gas tanks and this does not cause the problems we are experiencing. 
  Regards,
  
  ***********************

  

  Business response

  01/25/2024

  Client's auto insurance took the claim to complete the work. Factory warranty covered would not cover damage due to an outside influence. The vehicle has been completed and we are now waiting on payment from the insurance. 

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Vehicle was towed to dealership on 10/27/23 for stalled vehicle. Had warranties but got denied now customer is holding vehicle from **, willing to pay diagnostic fee for return of vehicle.

  

  Business response

  12/12/2023

  Good morning. The clients ticket was written up on 10/28/2023. The vehicle was towed in by the client for a no start issue. We submitted a claim to her extended warranty which they declined the repairs. The client was given a estimate and declined services. The vehicle was re assembled and the client had it towed off the dealership property on 12/08/2023. There was a delay on re assembly because the client was trying to trade in the vehicle to the dealership. Once that did not happen we had it re assembled and the client paid 0 dollars. Thanks 

• Initial Complaint

  11/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Went to dealer on Nov 4 to purchase a vehicle. ****** gave us a deal that we agreed to. On Monday Nov 6, the dealer advised that the deal would go up in interest and in payment so we told them we had our financing. It has now been 2 weeks and we have not recieved paperwork. Told the dealer we were done with the hassle and want our truck back. Dealership refuses to give truck back unless we pay for the work they did before the truck was paid off and the deal was final.

  

  Business response

  11/20/2023

  We're very sorry for your inconvenience, work was performed on your vehicle that you signed over to us. We will definitely help anyway we can, please give us a call. 

   

  Thank you 

  Customer response

  11/27/2023

  Complaint: 20889565
  
  I am rejecting this response because:

  The deal on the vehicle was not finalized, therefore the vehicle was still in my name and registered to me.  They threatened not to give the vehicle back and keep the vehicle locked up so i couldnt get to it.  When i finally did pick up the vehicle, my seat covers were gone, wiring was ripped out, and I did not get 2 of my keys back.  This takes value away from the vehicle and is a concern for me that someone else has keys to my vehicle.  

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

  

  Business response

  11/27/2023

  I'm sorry for the inconvenience, when we have signed contracts on a deal and there is a trade we get it ready to sale for the auction or lot.  The trade went thru our make ready process and got rid of excess things in the vehicle. We returned your trade back to you, and voided contracts. Once again we're very sorry for the inconvenience 

  Thank you

  Customer response

  12/01/2023

  Complaint: 20889565
  
  I am rejecting this response because:

  If there were valid contracts, then I would've never returned the vehicle.  You guys did not honor the original contract, and then when i got my own financing, you dragged your feet on getting the paperwork to us.  As far as gettin stuff back that was in the vehicle, my steering wheel cover, some paperwork, and tow straps were all returned.  Apparently those don't count as unnecessary items but the seat covers and my spare keys do.  The seat covers aren't a big deal, but the keys are.  I don't like the fact that someone has keys to my vehicle and possibly my info. Not to mention i dont have a spare set now if i lose my keys or trade it in somewhere else.  I didnt think a dealership would be so ***** as to try and get revenge because they lost a sale. The biggest part of this whole thing is that your dealership has not been honest during any step of the process.   Your dealership proves just how greedy and selfish dealers are.  

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

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had been a long time customer of the dealership purchasing a total of three vehicles altogether. My second 2018 brand new dodge ram started having issues around ****** miles. ***** multiple times that it was in the mechanics possession they could never figure out what the issue was. ***** multiple times of trial and error at my expense, they finally were able to get a new transmission installed under my warranty. That unfortunately still did not fix the problem. Therefore, after them having my vehicle for over 8 months with no results, I decided to trade it in for an older model just so I can get back on the road again. I then purchased a 2016 used ram which day bragged about having added a lift kit in new wheels and tires as part of the deal. I was also told the workmanship of the lift kit and well install was covered under the installers warranty. However, the first day I picked it up, I noticed both fender guard coverings were not attached properly and started rubbing my tires on the highway. I brought it to my sales persons attention, they took the truck back in for another week, and returned it to me, with only one fender fixed. They then explained that we had agreed to fix the driver side and not the passenger side even after a manager saw that it was never installed correctly. His fix was to simply reattach the now busted fender guard, but refused to replace the now damaged part.I wanted so badly to have a local dealership that I could work with that could help me out when I had issues. This dealership is rotten to the core. No one from the sales, the service, or the management ever tried to go above and beyond considering my situation, and seemed to base every decision on whether or not, they can make a dollar rather than keep a customer. This dealership wouldnt know customer service if it spit them in the face.

  

  Business response

  09/25/2023

  At the time of purchase The customer had requested we replace the drivers side fender liner. We ordered a fender liner for the drivers side and scheduled them to come back at a later date and installed it. Two weeks went by and the customer was wanting us to also replace the passenger side fender liner. I examined it and determined the issue could be fixed by simply re-securing the existing piece. I offered to order the necessary hardware to re-secure the liner and the customer was happy with that, until the following day. The next day he changed his mind and again wanted us to replace rather than repair. 

  Customer response

  10/08/2023

  Complaint: 20591399
  
  I am rejecting this response because:
  

  The point of failure in my situation is my sale **** ****** Upon my initial pick up of the vehicle, I had noted the damage to the driver side fender skirt and also how the passenger side was also rubbing and already showering signs of becoming damaged because it was missing multiple points of hardware attachments. I was then scheduled for that repair and as well as other items left over from the trade-in. At which point when I dropped off my truck again with *****, I reiterated the need for the new driver side skirt and as well as attaching the already rubbing passenger side. At which he replied that his work order only called for the driver side and he promoted me that he would have to get with management about the passenger side. It was during this two week period aforementioned that I had to wait for other items on my work order list (ultimately having to go back and fourth with ***** on the issue of my canoe rack being swapped across vehicles as he promised during my trade-in sale but he tried to back out on that promise as well). Upon finally picking up my truck with the rack swapped, and the new driver side skirt installed (with manger confirmation, was also missing installation hardware) that I noticed the passenger side had not been addressed. At this point, management was again brought in to me personally and this is when the proposal of trimming the already damaged skirts was proposed. I initially agreed but as soon as I left the dealership, both skirts, old and new, again rubbed the tires and became damaged/more damged. At which point I then told the dealership that I would agree if they would replace BOTH damaged skirts, and trim the new ones as he described versus trying to put a bandaid on the damaged skirts in place. 

  With even more time passed after the dealership refused to repair the vehicle to the correct manner, the driver side skirt failed even further, resulting me in having to remove the skirt in the middle of the highway. I them promptly took it to another dealership and had both skirt repaired, installed and trimmed correctly, resulting in no issues whatsoever. Total bill for new repair for Dealer Alternative: $513.09.

  Ultimately, my sales rep failed to properly communicate my requests to the proper chain of command in a timely manner. Whereas, if my issues would have been addressed in the initial stages, even if it was to trim the skirts and attach both sides correctly, it should have been done so before more damage was incurred. However, throughout my entire sales process with this vehicle, multiple promises were made for only corners to be cut instead. 

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

  

  Business response

  11/14/2023

  We are sorry for the customer's rejection of the response.  In good faith, we repaired the driver's side wheel well and the tonneau cover was transferred from the trade-in vehicle to the new one per the discussions and negotiations leading up to the contractual signing.  At the time of sale, we told the customer the other fender well was hanging down and we would order the bolts to re-attach.  He was fine with that, but when he came back to get the new driver's side wheel installed, he wanted us to replace the wheel well.  We declined because that was not discussed during the negotiations.

  Customer response

  11/18/2023

  Complaint: 20591399
  
  I am rejecting this response because:
  

  The final statement was correct where I had originally agreed to simply have the missing bolts attached, but in the two weeks it took to get my truck back in to the dealership to have the said bolts attached, additional damage had incurred to the fender skirt, therefore I no longer wanted the now further damaged fender skirts, attached correctly. If the missing hardware, which you agreed was missing the day I picked up the vehicle, would have been addressed sooner then the additional damages would have not happened. You had already changed a damaged skirt on the driver side due to missing hardware, why would you not be responsible for repairing the other side as well? I was told when that truck was purchased that all workmanship of aftermarket parts added by the choice of your dealership to put onto that truck, were under warranty. Why is that not applicable here? 
  

  Its definitely not like I didnt have to take it to another shop for repairs, and pay $500 just so I could drive the vehicle on the above 45 miles an hour. 

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

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2017 Nissan Pathfinder in mid/late 2022. Engine light appeared in Jan 2023. Took the vehicle to the service **** in Jan and I was told there were no loaner vehicles available and that I would be placed on a waiting list for one. Finally, received a loaner in June of 2023, informed in early/mid-July that the engine had failed. Engine was installed late July. Around August 2nd, I was informed that the replacement engine also failed. On August 17, 2023, I was informed that the 2nd engine replacement was done but now my fuel injectors have failed. Communication with the service department is very poor, I have received most of the updates from the salesman. I would hope that the dealer would at least try to trade me out of this vehicle but I was told that I would have to get into a higher priced vehicle and be upside down. Very bad business for a dealership.

  

  Business response

  09/06/2023

  I apologize the engine we installed was defective.  We receive those from a reputable manufacturer, but sometimes we receive them like that.  I spoke with the service manager and we have the new parts coming in this week and the vehicle should be ready the first of next week.  Also, ***** was to call you and provide a rental car for you as well.  Please let us know if we can do anything else.

   

   

  Customer response

  10/30/2023

  Complaint: 20507617
  
  I am rejecting this response because: 

  I received my vehicle back on 9/26/23. On Sunday, October 15 I was traveling back from South ***** and my vehicle stopped operating. I had the vehicle towed to San Marcos Dodge Jeep and I am still waiting for a response. I have no vehicle at this point.

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

  

  Business response

  11/14/2023

  We have spoken with ************  The vehicle is at the Nissan dealership next door.  The extended service contract is paying for the majority of the claims-02 sensor and mass flow sensor.  The catalytic converter is not covered under the warranty because it is a wear and tear  item.  Because she is a customer of ours, we have chose to give her $1,000 towards the repair.  She is supposed to pick up the vehicle today.  My used car manaer, *****, has been working closely with her.

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Took my vehicle in the 26th of May, transmission had been slipping and within three days of being in the dealership diagnosed it needed a new transmission. Went on vacation the following week and no contact for about 3 weeks. Made contact 3 weeks into the ordeal to find out no paperwork had been submitted the warranty department and to this day no paperwork has been submitted to Mopar Vehicle Protection 6 days shy of a month . My car has been in the dealership for a whole month with no means of transportation and nothing but excuses and lies have came from everyone I have spoken to at this dealership. Multiple people have looked into this issue with no resolution/ answer except "we will have so and so submit it" . I was told it was submitted last Wednesday the 14 and called today to find out that no contact has been made from this dealership to my warranty department.

  

  Business response

  08/14/2023

  ************** has some right to be upset. It took awhile to get adjuster here, plus getting transmissions at times can be a challenge. In the end , we did get ************** back on the road.

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

  Customer response

  08/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***********************

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  MY HUSBAND AND I PURCHASED A USED 2020 CHEVROLET SILVERADO FROM THIS DEALERSHIP IN AUGUST 2022...2 DAYS AFTER PURCHASING THIS VEHICLE, WE WERE STRANDED WITH OUR CHILDREN ONTHE SIDE OF THE HIGHWAY. SEVERAL ERROR CODES CAME UP ON THE ***** CHECK ENGINE, REDUCED ENGINE POWER, CHECK EVC...IT WOULD NOT LET US GO ABOVE 30 MPH, AND WOULD GO INTO LIMP MODE. AFTER MULTIPLE ATTEMPTS, THE DEALERSHIP FINALLY ANSWERED OUR CALLS AND SENT A TOW ***** TO OUR HOME TO PICK UP THE ****** IT WAS KEPT FOR ABOUT A WEEK, AND RETURNED TO US. IT WORKED FINE FOR ABOUT 2 WEEKS, AND THE ISSUE RETURNED, SAME EXACT ERROR CODES. THEY ONCE AGAIN CAME TO GET THE ***** AND PROVIDED US WITH A LOANER ***** (WHICH ALSO BROKE DOWN), AFTER ANOTHER 2 WEEKS IN THE ***** THE ***** WAS RETURNED TO US. THE PERSON WHO DROPPED THE VEHICLE OFF TO US SAID THEY WILL MAKE SURE TO MAKE IT RIGHT IF THIS HAPPENS AGAIN, AND THAT THEY WOULD PURHCASE THE ***** BACK FROM US AT WHAT WE PAID. AFTER ONLY MAKING 2 PAYMENTS ON THE ****** IT IS HAVING THE SAME ISSUES AGAIN, BUT THIS TIME, THE DEALERSHIP IS NOT COOPERATING, THEY REFUSED TO SEND A TOWN ****** THEY DO NOT HAVE A LOANER AVAILABLE. I HAVE ASKED FOR THE MANAGER TO CALL ME BACK AND NOBODY RESPONDS TO MY CALLS, WE ARE LEFT ON HOLD FOR 20 MINUTES AT A TIME. WE HAD TO CALL OUR OWN TOW ***** AND PAY OUT OF POCKET FOR A ***** THAT SHOULD NOT BE OUR RESPONSIBILITY TO FIX. THANK GOD WE PURCHASED AN EXTENDED WARRANTY. THIS DEALERSHIP NEEDS TO HONOR THEIR WORD AND MAKE THIS RIGHT. THIS VEHICLE IS A LEMON AND WILL ALWAYS HAVE ISSUES.

  

  Business response

  11/21/2022

  We put this couple in a loaner twice, and took it to them. This truck is under factory warranty with this brand. They had a tow warranty , so they they towed to a dealership that was closer to there home

  for repairs.

  Customer response

  11/22/2022

  Complaint: 18385389
  
  I am rejecting this response because:the tow that was provided was not actually provided. It only offered us 15 miles, we had to drive the piece of junk 20 MPH down a very dangerous highway to get it to a dealership. Regardless of the tow you said we received( the truck is still in the shop nearly 2 weeks later and we are down to one vehicle because you refuse to give us a loaner. The point is, you sold us a lemon and you know it! And you need to make it right. 
  
  Regards,
  
  *************************

  

  Business response

  11/23/2022

  This is the customer's warranty on tow, San ******************************************* does not have a tow service.

  Customer response

  11/29/2022

  Complaint: 18385389
  
  we are currently going on 3 weeks without a vehicle and without a loaner. When is this dealership going to make this right? 
  

  there has been not ONE CALL to check in to see how repairs are going- nobody gives a shit! I want the ** to call me! This vehicle needs to be replaced or a loaner needs to be given to us LIKE WE PAID FOR WHEN WE PURCHASED THE TRUCK. 
  
  Regards,
  
  *************************

• Initial Complaint

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/3/2022 I dropped off vehicle in service department for warranty work. First, they have a 100K mile powertrain warranty, and I also purchased an aftermarket warranty that they sold when i purchased the vehicle. Since this day and after numerous calls I cannot get a definite answer on a completion date or of what work is even being done to my vehicle. I have spoken to service manager *********************** and service manager *******************************. The staff has mostly been uncooperative as I try to get answers. **************** was a great help till my call on 9/9/2022. He was unable to answer my questions and became rude when I began to ask questions I then asked if I needed to contact the BBB or what I needed to do to get answers. He stated that he hoped I didn't but if I thought that what it would take to go for it so her I am. That same day I called the general manager and left a voicemail. I did receive a call from ******************** trying to diffuse the situation. He knew the situation and tried to answer and explain the best he could. My main grievance is to know when my vehicle will be completed after 2 months.

  

  Business response

  10/10/2022

  We have taken care of ******************** Jeep. He has traded that Jeep for a new Durango.

  Customer response

  10/10/2022

  Complaint: 18017066
  
  I am rejecting this response because:
  
  Regards,
  
  ***********************

  I had no choice your dealership was complacent is giving me details about my vehicle. In 3 months you still cant tell me anything. Your poor excuse for a service director *********************** said can you trade it we cant seem to fix it. Still no explanation so I upgraded to get away from your dealership also the vehicle that claimed was unfixable was able to be test driven for appraisal and good enough to out back up for sale. Typical bait and switch. I will continue with efforts to bring this story national attention. 

• Initial Complaint

  07/01/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have called and left a voicemail to have the extended warranty on my vehicle cancelled. They did not return my voicemail. My husband called about a week later and spoke to an employee named *** and she stated she would have the form emailed to me, never received an email. I have tried to call 2 or 3 different numbers and there's no answer. I have moved to ******** and cannot physically go into the dealership so I know they like to ignore their customers when they have this situation. I want my car warranty cancelled and I want to be refunded. This is also a pro-rated transaction so the longer they s**** me around the less I get back. I am demanding this be handled immediately. The vehicle is paid off IN FULL. VIN # ***************** 2020 JEEP GRAND CHEROKEE LIMITED X.

  

  Business response

  08/03/2021

  I'm very sorry for the confusion, if you can please call **** in finance. He is the finance director his extension is 245- ********************************************************* I have made him aware of the issue and should het back to you very quickly. Once again I'm sorry for the confusion 

  Thank You 

• Initial Complaint

  06/24/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went to this dealership, after seeing a vehicle listed at the following web address at the listed price: https://www.sanmarcoschryslerdodge.com/new/Dodge/*********************-San-Marcos-TX-********************************.htm The price listed included a $4000 discount with no indication that there was a caveat. Only after arriving, test driving the vehicle and sitting down to discuss price Dash and asking for a print out of the webpage to use as a guide for price discussions, was I informed that they would not honor that price and that the $4000 discount would not be honored on price negotiations. This was also after multiple people on the phone confirmed that the $28,000 price listed was correct for the vehicle.

  

  Business response

  06/25/2021

  I'm very sorry for your frustration or confusion, We try to be as transparent as possible with our customers. On the website below the price there is a disclosure stating there may or may not me optional equipment added to the vehicle. The added equipment helps maintain the vehicles value which is better for the consumer. Once again I'm very sorry for your frustration and hope you have a great day. 

  Customer response

  06/28/2021

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

  The response did not address the matter of the included discount on the website. Additionally, this response does not address why no explanations are made clear regarding application of the discount. The discount listed is not noted as a conditional discount, solely as a discount applied to the cost of the vehicle. I am including an additional screenshot that includes both the Vin of the vehicle and the listing of the discount, which is still listed at the time of this response.
  
  Regards,
  
  ******* *********

  

  Business response

  06/30/2021

  I'm very sorry for the confusion, all discounts where given at the time. Unfortunately this vehicle did have added options that I did explain in the earlier conversations.  I have attached a example, for explanation purposes only. Thank you have a great day

  Customer response

  07/01/2021

  Complaint: ********
  
  I am rejecting this response because: your answer is false. Upon three different occasions, including an in-person visit which was intended to be a possible purchase of the vehicle, I was told that you would not honor the listed hail discount. Additionally, the screen shot you revised is not for the same vehicle. Please review the screen shot I provided in previous correspondence. 
  
  At no time was I told that the price would increase by $4000 due to additional options. 
  
  Regards,
  
  ******* *********

*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. ↩