ComplaintsforUrse Dodge, Inc.

• Initial Complaint

  05/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am attempting to get warranty repair work completed by Urse Dodge Chrysler Jeep in Fairmont, West Virginia: Telephone Number ***** ******** for my 2021 Jeep Wrangler with less than 18k miles. I had my Jeep towed into Urse DCJ on 4/30/2022 with what appears to be a leaking radiator hose (all coolant was lost at once) through the road side assistance program. The Jeep Wave warranty program states that a loaner vehicle is to be provided to the customer while the vehicle is being repaired. Urse DCJ stated that there were no warranty appointments available until June and they can not provide a loaner vehicle until they diagnose what the problem is. Urse DCJ service staff told me they could find time through either a cancellation or between scheduled appointments to diagnose my vehicle in order to get me a loaner vehicle. After inquiring on the status of my Jeep on 5/2-5/4 I was told by the Service Department Manager that I was being unreasonable. When I asked him when my scheduled appointment was in June he refused to give me a date and only stated that they “were trying to work me in”. I replied that at a minimum I should be given an appointment date and just try to fit it in asap. He refused to say what place my Jeep was in as regards to any towed in on the lot vehicles that were waiting to be looked at. He told me that they were a family business so contacting Corporate Jeep would do me no good. I stated that all I wanted was to get a loaner vehicle so I did not have to pay out of my pocket for a rental vehicle while the Jeep was waiting to be repaired under warranty. The Service Manager then told me that he can refuse service and that I should pick up my Jeep and have it serviced somewhere else. He was very unprofessional and rude.

  Business response

  05/05/2022

  Re:            Response to Customer Experience - ***** ******* 

  I appreciate the opportunity to respond to *** ******* concerns expressed in his complaint.  We certainly understand *** ******* frustration over not being able to have his Jeep concerns addressed immediately.  It also appears he has asked for a set date for his vehicle to be looked at and a loaner vehicle to use between now and whenever his vehicle is returned to him.  

  I concur that *** ******* should have been provided an appointment.  To that end our first available appointment is June 1, 2022 at 10:00 AM.  Should there be a cancellation we may be able to address it sooner.  In response to *** ******* assertion that the Jeep Wave program provides a loaner vehicle while in for service is not totally accurate.  The program provides a loaner vehicle for 1-day of service while the vehicle is being worked on for maintenance related items, but not to exceed one day or overnight use.  This program is not an extended service contract that provides a loaner vehicle for mechanical breakdown that spans multiple days.  

  I have attempted several times to reach *** ******* on the phone number provided, but have not been successful in reaching him.  We will certainly attempt to reach out to explain this in greater detail, should that be required.  Furthermore, we will make every effort to fit his vehicle into a cancellation prior to his appointment should one become available.

• Initial Complaint

  07/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new 2015 dodge Grand Caravan from a Chrysler Dealer, the transmission malfunctioned and it was rebuilt by Urse Dodge under the powertrain warranty approximately 10/2019, I requested a new transmission and was told they could not replace it with a new one. The transmission is now broken as of mid June 2021 and in need of replacement. The rebuilt transmission has less then 17000 miles on it and Urse is refusing to make any compensation toward replacing the transmission.

  Business response

  07/19/2021

  Client came in and torque convertor was replaced on RO ******* dated 4/5/2019 with 55,255 miles.  The vehicle now has 72,702 miles and is out of powertrain and parts warranty as the time has expired.    The client informed UCDJR that Chrysler was paying 40% of the repair.  We had called Chrysler and there is no record of this client speaking to anyone.  Our Warranty Admin. did speak to Mr. **** last Friday regarding this information.  During that call he did give us verbal approval to diagnose and he was informed that he would be financially responsible for the diagnosis fee.  Mr. **** did state that we were only to speak with him.  It is scheduled to go into the shop on 7/22.  Once it is diagnosed we will call Mr. **** with an estimate.  We certainly appreciate the BBB bringing this concern to our attention.

• Initial Complaint

  06/04/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We ordered a 2021 ram February 15, received email from ram stating the vehicle would arrive April 21, 2021. When we ordered urse assured us the vehicle would definitely arrive by summer. We gave them a deposit of $3000 which they have retained this entire time. Obviously our vehicle did not arrive, then we were assured by the sales manager it would be here may 28. I got insurance on the vehicle and everything yet still no truck. Now we are being told June 8. The vehicle is supposedly in **** and has its chip, yet as we have offered numerous times to even go pick our vehicle up they will not oblige. They are being deceitful and not doing anything to resolve this situation. All we are asking for is our vehicle. We have been more than patient and treated unfairly with phone calls not returned from management and comments made like other customers ordering more expensive vehicles than ours still have not received theirs! I didn’t know that mattered when purchasing a vehicle. Please help us

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