ComplaintsforWest Hills Chrysler Jeep Dodge

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The check engine light came on in my Jeep that is still under warranty so I took it into the ************************ Unfortunately it has now been into the service department 3 separate times and still the problem has continued. They dont even look at the vehicle until the day after they tell you to bring it in.

  

  Business response

  04/25/2024

  The customer did in fact have 3 previous repair visits . 

  3/21/2024 Customer arrived with a symptom of a check engine light that has consistently been on and off for months.   

  Following the Chrysler diagnostic tree we found a failed EGR Valve and tube    once diagnosis complete, sought authorization from 3rd party warranty and ordered parts.  Customer to return when parts arrive for repairs. 

  4/2/24 Customer arrive for parts installation and also had 3 maintenance services completed and an oil and vehicle test driven 5 miles after repair.   Completed and delivered same day. 

  4/17 Customer had check engine appear on after previous repair.  Pinpoint testing was unable to identify leak or failed part.  Published diagnostics inconclusive. Reperformed EGR relearn procedure. Test drove vehicle multiple times/ cycles equaling 41 miles and code did not reappear. 

  4/23 Customer stated check engine was back on. Found a stored code for EGR Valve flow.  Performing combustion chamber cleaning to rectify the issue.   Have not completed repairs at this time to verify if repairs have resolved the issue.   Customer is not being charged for this repair as a courtesy for the inconvenience.  

  We have been in contact with the customer and kept him updated about the process.  

   

   

  Customer response

  04/26/2024

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  purchasea 2020 ********** , December,2022, brought the car back for the windshieldwipers to be replaced , then the second time for a radio to be replace, the lady told me it will take 2 weeks , I agreed since I had the *** to drive to work, I wanted 2 reliable cars so I can drive to work, I work in ********. First I purchase a 2011, **** truck, a car with lost of problems, the lady won'***** back, I had to paidout of pocket becauseof waiting for ****** back, she never did, so we went again put it throughthe computer, they wanted another 300 plus to get fixed, I had paid over $400 already, so we traded it for the **********, a weeks later the windshieldwipers were down to shreds, replaced, then the radio, I was told it will take about 2 weeks because it needed to be ordered., 3 weeks went by, we called, was giving the runaround, no call/text or email. after 5 months called again, Nothing, then my *** was stolen, I had no car to drive to work, had to get a rental, while still paying for a car, the **********, never missed a payment/insurance, I took them to small claims we didn't resolved then problem, the ** said he replaced the battery and to come and pick the car up, we did, drove it to work for a few days then the electrical emergency lights came on, very, very stressful drive back to Kitsap, I could had caused a big accident, people drive like maniacs in the freeways here in King/ Pierce County, I was so stress I was getting sick to my stomach, I can't believed the ** told me he said he installed a new battery, when I finally made it home, parked the car, never started again. I have pictures of everything, finally a month later the ********** was towed ,to the dealership, I trulythey don't Inspect the cars before they sell them, 3 days later the lady called and toldme to come and get the car, Now they'recalling me all the time, told me it was the BATTERY??? really, I was told it was a new battery, First the windshield wipers, then the radio, The *** was stolen, had no car to drive to work, drove the **********, the electrical light came on, stressful driving home , could had caused a big accident on the freeway, I want terminate my contract with this dealership I want to be reimbursed for all the money I did paid when the car was in the dealerships lot, while I didn't had a car to drive because of my *** being stolen, I have papers to prove everything Id said here and pictures, this dealership is a very bad at customer service , I also have purchase 2 ***s from them , the *** ******* never had any problems with them , Just this Dodge Ram, I want what's fair, what they have done to us is very unprofessional and has caused a great deal to us, my Mother and I. Please I need to resolve this problem, help me cancel my contract with this UNPROFECIONAL dealership, I Need my money to pay for another car ,Thank you In Advance . Sincerely *******************************

  

  Business response

  02/07/2024

  This customer recently took our dealership to small claims court over the stereo issue, the case was dismissed.   The vehicle was cleaned, and the battery was replaced at no charge due to the vehicle sitting here for 5 months with little to no contact with the customer, the customer came and picked it up after the court case.
  
  When the customer brought the vehicle back in for service, it was found that the battery was drained of all charge. We charged the battery to full strength and called the customer to pick up, she informed us she was unable to pay for the charges.  We have repeatedly called the customer; the General manager has even called and waived the charges for her to come retrieve the vehicle. The customer has not picked up the vehicle or responded to any communication after the initial contact.  

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought in my (new to me) Ram **** and paid for a Used Car inspection because I knew there was something wrong with the rear passenger wheel and my e brake. Picked the car up and they said everything was good to go, just lift the e brake pedal when you pull the lever and it's fine. 2 weeks later I get a call saying "hey we will offer you 15% off your ****** leak." This was new to me information. I brought the car back to them and was told the last manager in the service department was "******" and they promised they would do a full inspection this time because the last manager quote "did nothing". After this inspection they said there is over $2600 wrong with the vehicle they don't know what's wrong with the rear wheel but for more money they would tell me. But I already paid them for a full inspection but apparently that doesn't actually mean anything.This took WEEKS to come down to being told they want more money to tell me what's wrong with the car when I already paid them to do exactly that. What's even worse is they told my active duty husband they would give him a military discount but they in fact did not do so, but charged him more for the service.

  

  Business response

  08/01/2023

  During the original appointment, the customer was never informed that there was fluid around his transmission pan. The advisor that handled the customer is no longer employed with us. She was inconsistent in her communication and abilities, as a result she was let go.  He was made aware when he was contacted by the ****
  I met the customer (**** ) when he contacted me by phone to inquire why he was not notified during his visit about the leak.  We had about 4 different calls to arrange for a free look at the vehicle to make sure it was safe to drive, and to ascertain what the leak was. At no time was there ever a mention of a used vehicle inspection or a parking brake complaint. The tech determined there was not a transmission pan leak but there was something going on with one of the lines possibly and he would need some time to diagnose it. **** agreed to schedule a time to drop it off with me.  Fast forward to yesterday, **** dropped off the vehicle as agreed. During the techs inspection process, the advisor had to reach out to the customer and ask some questions and that is when we found out the vehicle was recent purchased (not from us). The customer did not have any service history on the vehicle, the current advisor went so far as to pull a Carfax for them so they could have that history. Still no mention of a used vehicle inspection or parking brake issue.  The customer was sent the Xtime inspection report by the current advisor, the customer then came into the service department with his wife and thats where both the parking brake and the used vehicle inspection first came up. The wife ********* was called this morning by **** and I and we tried to come to a resolution, she didnt want to have any kind of conversation.  At no time were we able to talk her down enough to try and provide an amicable solution for her. Her last communication was to inform us she would be writing negative reviews on every site she could find.
  

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  22 February 2023 fbrought 2011 jeep for service Diagnosiss on engine shut down from Configuration light on dash that happenned twice. Iwas not sure if service contract had expired . ****************** di not check to see if warranty or service contract before repair of vehicle. my serrvice contract stated that there were two prior repairs from ************ and should have contacted them for priorauthorization before completing repairs to see if any of repair will be covered under service warranty. I paid for the repairs to find out that the ****************** did not check their record or attempt to check if I had any coverage. I am attaching all documentation from my contract coverage that I gave to the service Manager to review . The Service Manager said he would review and call me. I have not received any contact or resoultion from Service Manager. Request Refund from repairs that was covered under my contract , Attaching repair Receeipt and documentation that I gave to Service Manager.

  

  Business response

  05/12/2023

  I was able to get through to this gentlemans service contract, Fidelity. They are having a manager review the claim for customer reimbursement directly through them. They do show in their system where we called for coverage but we were denied. *****, the rep, was unable to explain to me why as it should have been a covered component. I have reached out to the customer via my cell phone to make sure he is aware this has not slipped through the cracks, and I expect to hear of a resolution no later than the end of next week. I have not yet been able to get the customer on the phone, but did leave a voicemail as well as a text message. I do have his folder on my desk still and will follow back up with Fidelity if I have not heard back by end of week next week. 

  *************************
  Service Manager
  West Hills Chrysler Jeep Dodge Ram
  Cell- ************

  Customer response

  05/13/2023

   
  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.
  
  Sincerely,
  
  *************************

  Customer response

  08/17/2023

  Jeep Service manager was working issue with  management of my coverage company.. I  contacedt Service manger and he said he was still working issue. Nothing has been resolved and as of the first week in July he was out with COVID. No one inservice department  has tried to work this issue. They said  they will inform him when he return back to work. I am currently looking into small claims court if I dont hear from Service Manager next week. 

   

  Sincerelly

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

  

  Business response

  08/28/2023

  After Review, we did not call to preauthorize the warranty work before it was completed. The warranty company has denied the claim for that reason.  This would most likely have been covered under the ******** Warranty. We are reimbursing the amount of the service less the deductible amount of $200, the customer is happy with the resolution. 

  Customer response

  08/29/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have made four separate appointments to correct my recall for a fuel pump. I have taken time off work, dropped my vehicle off to find out that either they lost their tool to do the job, or they were out of fuel pumps. I accept that excuse once, but if you tell the customer that you will do the service and then you have them come back because you lost a tool or your don't have the part, it would be best to hold that part and reschedule with the customer to make it right. I did not buy my vehicle at Westhills Dodge, I bought it through the ***************** program. I believe that Westhills does not want to do vehicle warranty work on my vehicle because it wasn't purchased from them. Regardless the work has not been accomplished and still needs to be accomplished. Terrible, terrible customer service at ************************************************************************.

  

  Business response

  03/16/2023

  I spoke with the customer this morning- this was regarding the Y78 recall. He was in back in June 2022 and we had just started the waitlist for the Y78. Chrysler was only sending one a week, and there is a special tool required for install, which we did not have in June. The customer then called back in October, and was told he was not yet on the waitlist and that he would be put on. Fast forward to now, he had still not received a call.Chrysler opened up our ability to order more and we have built up a bit of a stockpile. I set the customer up for an appointment on 3/30 at ****** for install and he was very pleased and appreciative with the prompt call. We will get him in 2 weeks and resolve the situation.

   

  *************************
  Service Manager
  West Hills Chrysler Jeep Dodge Ram
  Cell-************

• Initial Complaint

  02/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a vehicle from West Hills CJDR in May of 2022. At the time, I has paid for their ********** package, Expel package with Window tint and the service package. I took my vehicle into the service department to have them install the Expel and **********. They did the Permaplating but not the Expel protection package. I asked why the Expel had not been installed and I was informed this was a separate department and I would receive a call. A few weeks late, I had to get the oil changed in my vehicle and was informed that the service package, that I paid for, does not approve the appropriate oil filters for my vehicle but that they would install one that is "acceptable." I had to have warranty work done on my vehicle in the meantime and asked the service manager about the Expel and service package not using the correct oil filters. I never got a call back nor was contacted by anyone. At this point I was pretty fed up, called and asked for my money back. I was told the service package was through a third party and they would contact said third party. It has been over 6 months since the last time anyone has spoken with me about getting my money back for the service package and the Expel that I paid for. I am unable to use the advantage of the service package due to the lack of using the appropriate filters for my engine. The Expel package was never installed after multiple inquiries about this. I have called the receptionist and every time I have had to leave a message for someone to call me back. Still no call from anyone.

  

  Business response

  02/23/2023

  I spoke with ************** on the 21st and addressed his concerns with the maintenance package and the Expel Appearance package. We are refunding the 2 packages he purchased from us because he was not able to use either product. With the Oil change maintenance plan he wants to change his own oil on both of his vehicles and has already purchased his high performance filters. I did offer to reimburse his filters if he used his maintenance package here, but he told me he likes to do it himself anyway.
  The expel appearance package with the clear mask protective strips and the tinted windows, he ended up doing himself because we did not follow up with him to get this done.
  He is very pleased with the sales department, and wants to continue to do business with us, but he is requesting these refunds. I have the refund form sent to his email and as soon as he is back in town this weekend he will sign and return. He has my direct number for communication, and we will be canceling and refunding the full amount.
  
  ***************************
  General Manager
  West Hills CJDR

• Initial Complaint

  01/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bring my 2016 Dodge Grand Caravan at West Hills on Dec 03, 2022 for the thermostat because my check engine light is on, and I told them that I feel like my transmission is going out. So I told them I have service contract with CARSHIELD, that day I have the car rental. Everyday I called to check the status of my car so hard to get a hold of anyone whos working with my car. on Dec 14, 22. They said my service contract approve the transmission. So Im expecting to be done by a couple more days. But its not. I called to know whats going on why its taking long time. They told me that my service contract denied my claim. So I called and called CARSHIELD. and find out that they approve it but the service advisor at westhills adding and changing what was approved, thats what carshield says. Anyway I didnt get my car till January 04, 2023. They bill me for $2211.32, I just wanna get out of there. When I was driving home, theres a knocking on the car I dont know if its the engine or the transmission so I called the west hills what I observed on the car. Its getting louder and louder so I took it back to the shop. They said the router was loose, its good thing I didnt get in to accident. Now my complain they fix something on my car without my knowledge and get stack with bill. Like the cooling system, radiator hose, I bring my car for thermostat problem.. I want some explanation so I called the manager **** to get some answer looks like hes been avoiding me. I told them to call me but still not.. I wanna get reimbursed for the car rental. They should let me know or recommend that some works that need to be done but no. They just did it and bill me..

  

  Business response

  01/18/2023

  Just spoke with ******************. He was unclear about his bill and was reaching out to his service advisor that has not been in this week. I believe he was messaging her cell phone as Ive seen no messages on Xtime come through from him. Hes coming in next week to sit down with me so we can go line by line through his bill so he can better understand. Hes having a hard time differentiating what Service Contract covered vs. what he was charged for.The phone call went extremely well and he will be closing the BBB complaint. He has my cell phone number so that moving forward, he has a direct line of contact to me.

  Customer response

  01/18/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my truck in for an engine light a couple of months ago . They ordered the part and replaced it. Apparently the repair was done incorrectly. I just brought it back and was told to drive it for awhile then bring it back . I still have the problem and I just need it fixed.

  

  Business response

  02/03/2023

  Customer came in with a check engine light tech found DEF tank was overfilled. Tech requested customer drive the vehicle to lower fluid level in tank. We were able to get the vehicle back in about a week later after DEF level dropped. Technician was able to remove the def tank and found the vent tube on the pump was not properly venting. We replaced the pump assembly with the integrated vent and test drove vehicle- CEL did not return and gauge is working properly. Customer was contacted again yesterday and is very pleased and has experienced no issues since replacement

• Initial Complaint

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a new vehicle from this company 3 months ago. Spare key does not work, several options ordered were not delivered with the vehicle as promised. More than 7 attempts to communicate with managers office and customer care with zero response. Phone calls are not being returned. Texting with original sales person returns promises to have manager call me to address issues. After 2 months of this I still have not received any calls. They definitely have my name, address and phone number. For some reason they are deliberately blowing me off and refuse to deliver on the agreement we made at time of purchase 3 months ago. I am now afraid to have them service my vehicle because they have not shown themselves to be trustworthy. I am also concerned about trusting them to finish installing the options agreed upon for fear they may sabotage my vehicle.

  

  Business response

  09/19/2022

  We have him scheduled for the 27th to get his items installed. We are refunding him for the fenders that we did not put on his Jeep and the customer is satisfied with the outcomt.

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We brought our 2016 Chrysler Town and Country in for a recall. The dealership fixed the recalled part, an part for the sliding door. Before leaving the lot we noticed the door did not open now when using the door handle. This is something that worked prior to the dealership working on the recall. We are being told that the door latch is now our responsibility to pay for. We brought in a working door and door latch and left with a half working door and are being told it's our fault. Had we been told that the recall would affected other parts of the door we wouldn't have done it. It was only making a weird noise, but it was functionally fine before the dealership got their hands on it. I just want my door fixed back to the same condition as it was when we brought it in. You can re-install the recalled device if you want.

  

  Business response

  08/11/2022

  The customer has a van with over 100k miles and brought it in for a sliding door lock actuator concern.  He stated that the sliding door lock makes noises.  We noticed that there was a warranty extension on the door lock actuator part from the factory. We replaced the actuator through the factory warranty, then the customer picked up the vehicle and the exterior door handle is not working properly. The door latch, which is a completely separate part from the door lock actuator, is not covered under the factory warranty extension. The customer was quoted to repair the door latch, after receiving the complaint we called and left them a message letting them know we could assist with them in the repair by covering the part and they would pay to cover the labor.

  Customer response

  08/11/2022

   
  Complaint: 17689650
  
  I am rejecting this response because: The door latch worked when the vehicle was dropped off. After the dealer "fixed" the actuator the door latch does not work. The series of events would point to the dealership breaking the latch during the repair. The dealership should check the security footage. I'm willing to bet they would see us using the door latch successfully as we got the kids out of the van when dropping the van off. It might even show their mechanics successfully using the handle to open the door to start the repair. I'd be curious to know if the footage would show the mechanic testing the full functionality of the door after the repair. It's odd that we had to discover the broken latch on our own and it didn't take, but two minutes to discover it. Again check the footage. The dealer keeps saying the door is out of warranty due to the miles, that has nothing to do with it. When a functioning door stops functioning only after the dealer touched it, the dealer should fix what they broke. I have also not received a quote for the repair. That statement is a lie. I left a message with **** on the 9th asking for a quote. I left another message with ***** on the 10th asking for a quote. This was all after being told when we picked it up that **** would provide me a quote by the 8th or 9th. 
  
  Sincerely,
  
  ***************************

*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. ↩