ComplaintsforBenna Ford Chrysler Dodge Jeep Ram

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Has an appt. with Benna **** to find out why my A/C quits working after about 20 minutes. Also to fix my windshield wiper. After 3 hrs. the desk called me up and said all done. They charged me around $400 or more and tell me there is nothing wrong with the A/C unit but fixed the wiper. I complained that $400 is too much to tell me nothing is wrong with my air conditioner. They said they ran it for 3 hrs. and found nothing wrong with it and they charge per hr. So I paid and left, got **** miles and my A/C quit cooling, I turned around and went back only to be told I have to make another appt. I told them its not working right now, they didn't seem to care and said make another appt!! I was pretty upset, to spend $400 for absolutely nothing!!!! Oh they fixed the wiper!!

  

  Business response

  07/05/2023

  Customers concern was an intermittent issue. It was not acting up at time of appt. we performed a update to the **** module and monitored the evap core temperature sensor pid and all ok at this time. evacuated ac system and recharged it. System was low by 4oz. Customer was informed to drive and reschedule an appt after driving for a couple hundred miles so we could recheck system. 

  Customer response

  07/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
   I did bring my car in again after the A/C quit working, so they could look at it while not working, but I was told I have to make another appointment. I'm afraid they'll charge me another $400 again.
  
  Regards,
  
  *************************

  

  Business response

  07/06/2023

  we will not charge you again to diagnose the ac concern.

  Customer response

  07/07/2023

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. But I do need an open appointment to bring vehicle in, when A/C is not working, so you can diagnose it correctly. 
  
  Regards,
  
  *************************
  

  

  Business response

  07/07/2023

  please call and make an appointment.

  Customer response

  07/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
   The ONLY WAY to get a correct diagnosis of the A/C unit is while its NOT working, otherwise RIGHT back to step one, where you tell me nothing is wrong with it! Then 20 minutes later its not working. It needs to be DRIVEN, ( NOT JUST RUNNING) with the A/C on and after awhile it starts blowing warmer air on the driver side first, then after awhile blows warm air on the passenger side. I've explained all this before. I need an open appointment to bring my car in while its NOT working for you to see the problem. Just making an appointment to look at it obviously didn't work!
  
  Regards,
  
  *************************

  

  Business response

  07/13/2023

  please call and make an appointment. 

• Initial Complaint

  06/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a 2017 **** Escape Titanium with ****** miles on March 30th. I paid roughly $22,999 and put $3,000 down. Before I bought it, I had hit a deer in my previous car and was waiting for the insurance company to figure out if it was totaled or not, I went to Benna **** and they let me take the escape as a rental. While I had the rental I noticed that it had an exhaust leak and the driver side seat belt was broke. I told the dealership to fix it, which they did not before they sold it to me. They told me they would schedule an appointment to get it fixed. Before they scheduled me an appointment my check engine light came on about a week after I bought it. I called the salesman who sold me the car and he said to bring it in and they would take a look at it. They then had my car for over 2 weeks and had done nothing to it. I went and picked it up and drove it until they were able to get it in which wasnt until a week later, where they had it for another week. After I got my car back I had driven it for about a week and a half where the check engine light came back on. I brought it back in and they had told me that it had a bad engine. They have had my car since May 13th. They then said that they would trade my car back in and find me a new one and didnt guarantee me full trade in value or my down payment back, although I have the 3 month **** bumper to bumper warranty.

  

  Business response

  06/09/2022

  First of all, we apologize for the stresses that **************** have incurred.  We want to clear on a couple items listed in ******************** claim.  First, she claims there is a 3 month/3000 mile warranty.  This is false.  Our internal 3 month/3000 warranty is only included on vehicles with under ****** miles, and less than 8 model years.  She purchased the vehicle with ***** miles, therefore disqualifying it from any warranty.  The vehicle was sold to **************** AS IS.  I have supporting documentation stating this on the ********* Buyer's Guide, the Confirmation of sale related items, the Customer Test Drive Report and the Menu Presentation stating a decline of extended warranty coverage that she was offered.  All documents have ******************** signature on them.  With this being said, we are more then willing to trade her out of the current vehicle with issues.  Here is the problem we are running into.  Based on ******************** budget, and the combination of higher used car prices, we are having trouble finding a vehicle that will work in her budget.  She is on the salesperson's "wish list" to find her a vehicle.  Also, being we take care of our customers, **************** has been in a NO CHARGE loaner vehicle as we continue to try to help her.  Any mechanical work that has been done to this point has been on Benna ****** dime.  Being there is no warranty, these costs should be on ******************** dime.  We are just trying to help.  We will continue to work on finding her a vehicle.

  Customer response

  06/09/2022

  [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 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

  05/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a new **** Edge from Benna **** on February 6 2021. Since that time it has been in their shop first of all for 10 total days to repair the front strut assembly. After replacing it that issue was solved. Also, at the same time they rode with me and heard a noise from the passenger side or rear of the vehicle which they couldnt figure out where it was coming from and a clicking sound from the sunroof. They said they could repair the sunroof and proceeded to take it apart. That was 8 weeks and one day ago. It has been in their shop and at a body shop for all that time and they also said that they would keep me updated on the progress. I havent heard from them for over 3 weeks. I want to call and talk to them again but I was told they would contact me regularly to keep me updated. We are very frustrated over this fact that we have a brand new vehicle that has been in the service department now for a total of over 8 1/2 weeks on this issue and 10 days in the previous issue and we have gotten no satisfaction from them at all. We wanted the vehicle we bought brand new but didnt want all the problems that appear to not being corrected. We are driving a little loaner from them now but want our car back repaired with the assurance that these issues will not continue. Thank you. ***********************, ************.

  

  Business response

  05/06/2022

  ON 3/14/22 cust came in for 2 concerns a rattle in the sunroof and a clunk like noise from the rear of the vech when going over bumps. Had tech go for a test drive with customer to try and confirm customers concerns- was unable to duplicate clunk noise with customer- was able to hear rattle noise in sunroof area- customer dropped vech and left- later that day after preliminary diag was done original assessment of situation was to pull headliner and examine parts in the headliner/sunroof area- after trying a sunshade assembly and no change in noise/operation- next step was to pull sunroof frame- being that this vech is equipped with a vista style roof- meaning vech had to be Sublette for frame removal- front windshield had to come out as well in order to perform job- Sublette out- job required the vech to go between glass company and body shop to have first steps of the process completed- advised customer after the intial few days that once the frame was going to be pulled/cut out of vech that we put them into a loaner car and advised that with this type of repair that it was going to be a lengthy repair process- advised customer that i would keep them up to date with any major updates in the process, but if they had any questions or concerns throughout the process to call. current status on the vech is car came back to benna on 5/5/2022 from glass company and we are currently in the process of putting vech back together/waiting on small parts to arrive in so we can complete the process. current lead time on said parts is 5/11/2022- after those parts come in should be aprox 2-3 days then we will test drive car to make sure repairs are done

  
  

  Customer response

  05/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  We are very disappointed that it has taken 9 weeks , to date, to try to resolve the sunroof issue. It is very disheartening owning an expensive new **** Edge, with less than ****** miles on it, that need such lengthy repairs.                                                   The lack of concern toward customer satisfaction is very concerning. Why are we, as the customer, ( After being told that we would be kept posted ) suppose to call and check on the status of our vehicle? I have never done that when I had been told that they would be in touch with me. Common courtesy on my part to not continue to call and bother them. 
  Also, being unable to duplicate a clunking sound doesnt mean it doesnt need to be addressed, especially since both of us as well as others who have ridden with us have heard it. We asked this issue to be addressed before with no resolution. A mechanic who rode with me did hear a noise from the rear of the vehicle. I did send an email to the dealership with suggestions on what could be the issue. I dont know if any of that was followed up on. 
  we havent received any apology or felt any empathy toward the frustration we have had. We did mentions the lemon law to them at one point but were advised that our vehicle doesnt meet the criteria, and that would be a long process to prove that. Im not so sure!!

   

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

  Customer response

  05/20/2022

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  We did hear from the company and yesterday we did get our vehicle back. We havent driven it more than to go home with it but it appears that the problems may be fixed. I did get an apology from the service department for the length of time (10 weeks and 3 days) that it was in the shop. Partly due to supply issues. Thank you for following up on this. I will keep this letter in my file in case further issues arise regarding this problem. 

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

  
  

• Initial Complaint

  11/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought the car last November. Approximately 4 weeks of driving the vehicle I had an inclination to check the oil. There was no oil on the dipstick and the oil filter was loose. I had it brought it back to Benna to have the issue fixed. They told my wife it was good to go. A week or so later the check engine light came on so my wife brought the car back and they told her they didnt know what was wrong and cleared the code and said if the code came back bring it to Chevrolet. The code never came back on and we were 600 miles away from home when the engine seized up on us. It cost me 1000$ to have the car shipped back to Benna. They say that it was 10 months ago what do you want us to do. When my wife originally brought it back to Benna the second time we where still under their warranty. And I also found out after calling them a few times that the code they got was a misfire. (Someone at the service desk read me the report of our vehicle) i suspect that when they saw the misfire code they didnt want to pay for it then because we were still under their warranty so they wiped the code hoping that the issue would stay away until we were no longer under the warranty. Which is exactly what happened. Im just looking to get the car fixed or the loan payed off so that I could get my family another vehicle.

  

  Business response

  01/27/2022

  Here are some simple facts to this issue.

   

  1. The vehicle was sold as-is.  They did some good faith fixes to the vehicle because the issues happened within 4 weeks of the purchase (give or take).  We do this for customer loyalty. 
  2. It is impossible for us to warranty a vehicle 10 months later regardless of age/miles.  Unless of course, it is under factory warranty.
  3. The Service Advisor did state to the customer that GM created a bulletin on this issue.  In some cases, a GM dealership can acknowledge if there is an ongoing issue to a certain make or model.  In some cases, once a bulletin is released, the manufacturer will fix the issue at no charge.
  4. This is when the Service Advisor instructed them to take it to a GM Dealership to have it checked out.  By the looks of the complaint, the customer failed to take it to a GM dealership.

   

  Ive attached the service work orders with instructions from the technician and/or Service Advisor for the customer on the original dates.

   

  Im willing to help out in one way.  Im willing to trade the customer out of the vehicle and get something different for their family.  As you may know, there are a lot of variables to these type of situations.  I.E.  Payment goes higher than what the customer can/will afford, we cant come to terms on price, etc.  Theres a lot to these types of deals.  But Ill do everything in my power to help our the Greens.

   

  Thank you and talk to you soon.

   

  Sincerely,

   

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

  General Sales Manager

  21 years of loyal service

  Benna Ford Superior

  Superior Chrysler Dodge Jeep Ram

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

  ************ (fax)

*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. ↩