Complaints

• Initial Complaint

  15/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  They sold me a 2024 Dodge Ram Warlock that was defective from the second we drove it off the lot. Weve tried to take it back to Crowfoot where over the phone they promised me theyd take it, switch out the defective parts and would return it within * business days. So I drove 2 hours back to ******* to take it there and when they got there, the Sales Manager ******* played **** and said he never promised anything and yeah, theyd look at it but he couldnt say if theyd be able to fix anything. I feel **** to and they are not honouring the total warranty at all. I wish Id never bought the darn thing.

  

  Business response

  05/12/2024

  We are very sorry to hear of your frustrations with your new vehicle purchase. The vehicle was booked in for service to have electrical issues Diagnosed and repaired on ******2024 . When the client arrived, we had a conversation that the vehicle would have to be diagnosed to determine the cause of failure  Once diagnosed, we would order and replace the required parts/software as needed under the manufacturers warranty at no cost to them .  As this problem was intermittent and not evident at all times nor could be pinpointed to a specific part, I was unable to make any promises for a repair completion of * days .  While very possible this could happen, I could not in good faith make that promise to the customer that I could not honor. As the client  had already had another dealer attempt to repair the issue with no resolution, they decided it was best that the other dealer continue their diagnostics relative to our dealer starting from scratch . The client did not leave the vehicle for repair and took it back to the dealer which was closer to home .  If you still require any assistance with repair, i would be happy to assist .  ***** ****** , Service Manager .

  Customer response

  09/12/2024

   
  Complaint: ********
  
  I am rejecting this response because although ***** was amazing and was honest and upfront with me in dealing with the 2024 Ram, ******* - the Sales Manager, was absolutely not. He was ***** and **** to me not only on the phone but to my face directly.
  
  Thankfully, there are people higher up in the food chain than ******* and I eventually got into contact and had a meeting with ***** ******* - the Dealer Principal for this dealership, who apologized to me directly for my experience and actually TOOK BACK THE ******* COMPLETELY. Gave me a nicer 2025 instead and did everything he could to make up for the awful experience I'd had.

  Now, is the truck they gave me perfect? ****. The catalytic converter broke. Apparently, it's happening in a lot of Chrysler's 2025's. I took it to the dealership though and they're handling it - like they should be, with no run around. Just honesty - like anyone who is a normal human would expect and also appreciate at the same time.
  
  I am okay with closing out this file - NOT because of ***** (even though, again - ***** was wonderful)...but because of ***** ******* and the lengths he went to to help me. THAT is what will make me a happy, returning customer - to HIS dealership at Renfrew ********************** though. I'll never, EVER go back to Crowfoot Dodge EVER again. ******* deserves to be fired for his behavior. If I were his manager I'd be embarrassed to admit it. There's no teaching that one any new tricks. He's done. Let him go. 

   

  Kindest regards,
  
  ****** ******

• Initial Complaint

  02/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Nov 14th I brought my 2010 dodge Ram to crowfoot dodge. I had no brakes and a bunch of dash lights that had turned on and a broken calliper bracket. I spoke with the service rep and she stated that the found several issues and the cost was $6500 to repair the truck. we the discussed what need to be fixed. that was the brakes and the lights and the calliper bracket, nothing else was to be fixed other than these items.Me and her agreed to a price of no more than $3000 dollars for the repairs over the phone as it was all I could afford at the time. She orders the parts need to fix the truck insisting they could have the truck fixed asap and for around the $3000 ***** I spoke with her again on Tuesday and the parts were still out on order then again on Thursday I again asked about the cost she insured me again about what we agreed on. She called me Friday stating my truck was done but breaks were still not working and the truck needed a master cylinder I explained I need the truck that weekend and would come and get it.She then informed me that the bill was $*******. $974.84 more then we verbally agreed on.I got the truck home fixed it myself. Then drove the truck ****km to work on November 23 I noticed a loud noice coming from my brakes.I go out to look and the bolts they had installed for the calliper bracket one had fallen out and the other was very loose. I called dodge and asked for the service manager *********************** he acted like it was not a big deal that my brakes had almost fallen off. He booked me in to the **** **** Chrysler to see if it was their fault and fix the brake issue. My truck was unusable from Nov 24 to nov 28th. My truck is a work truck and is payed .95cents a km and with it broken I lost $1140 in revenue. ***************** Chrysler did fix my truck and gave the bill back to crowfoot dodge. I payed $974.84 then agreed on lost $1140 revenue. Truck was still broken after paying *******. Sent out with loose bolts causing a very dangerous situation.

  

  Business response

  02/12/2022

  ****************** came to see us due to needing brake work repairs, much of which was required to correct damage he did trying to do the repairs himself. When we diagnosed the vehicle we identified nearly $7000 in parts/labour required. In speaking with the Advisor there were approximately a dozen conversation between the customer and the Advisor where he authorized a repair to be performed, then shortly after would call back to call back and change his mind. During this back and forth he did agree to repair a fuel rail pressure sensor, however once we completed the work he called and said he no longer wanted it. The work had already been performed and is noted as job 4 (J# 4) on page 2 of the ******** invoice. The cost is noted as $0 as we covered as 'internal', a copy of a work estimate for this job is also ******** noting the repair is $1,791. Ultimately we did the work he requested, and much more at what became our own expense. The customer did address the $3,900 invoice with us when picking up his vehicle, however our Advisor states she did inform the client of the cost and due to the additional work incurred at our expense we had no room to further reduce his pricing. Some period after the vehicle was returned to the customer he called about a bolt coming out of his caliber during his drive to ****************. A lot of wear and tear can happen on a 957 KM drive however we advised the customer to take the vehicle to the local ********************** dealer and that we would cover the cost of his repair. The work order for $579 that we paid is also ********. Long story short, although we appreciate the difficulty not having a work vehicle presents, we are already out the cost of a significant repair that the customer would not pay for and are not in position to cover any loss of time. If the customer has business disruption insurance that would be the proper avenue for him to seek compensation.

  Customer response

  05/12/2022

  
  Complaint: ********
  
  I am rejecting this response because: I never agreed to the fuel pressure sensor being repaired not once did I say that you guys should do the work this is a lie. A lot of wear and tear on 957km seem like a bad statement to make you guys sent a vehicular out of your shop with loss bolts obviously there need to be more quality control or training. The bill was never suppose to be over **** dollars as me and the advisory agreed on a number of times.
  Sincerely,
  
  *****************************

• Initial Complaint

  18/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was sold a defective vehicle that I purchased brand new for my family. The entertainment system has never worked and I have brought it in multiple times for service to fix the many, many issues. None of those have resulted in a solution which is communicated to management and yet nobody at this dealership, specifically sales manager **** and service manager *****, follow up with next steps. I am constantly leaving voicemails and emails and told someone will look into it and give me a call in a few days and it never happens; or nobody is ever in the office or around their phones. If I'm told a manager will be present at my appointment to ensure the issue is handled properly, day of, that manager is nowhere to be found. If I'm told to book an appointment with someone to try to fix the issues, that person isn't there when I arrive for the appointment. If I'm told a diagnostic of my vehicle was sent to Chrysler and management and someone will be in touch with me to review it, nobody contacts me. This dealership has the worst customer service of any dealership I have ever dealt with, Chrysler or otherwise and it's become quite clear they hope I just give up trying to hold them accountable for selling me a lemon of a $70,000 vehicle. They know it's an issue but leave it to me to take time away from my family to chase down anyone who is willing to take my concern seriously. Perhaps poor public reviews will get them to care a little more and step up to the plate?

  

  Business response

  18/08/2022

  Thank you for the feedback but there is nothing to comment on - there is an issue with the customer's vehicle which is under warranty. Unfortunately ********** has come out with a few 'fixes' for the problem but to date these have not resolved the issue. Each time they have advised us a new fix is available we have brought the customer back but these solutions have not worked. We have applied to ********** to have the system replaced but the factory has denied that option. At this time we are caught between an unhappy customer and the manufacturer of the vehicle and are waiting for the manufacturer to gives us more alternatives. We appreciate that the customer is disappointed but her complaint should be directed to ********** as they manufactured the vehicle and are completely in control of a solution for us to fix the problem. I also appreciate her frustration with our perceived lack of communication, but until the manufacturer provides us more information we have nothing new to share or do for her. 

• Initial Complaint

  14/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a vehicle last week from crowfoot dodge, Im going through ******** ******** and went from ******** to ******* to get it. I bought a 2017 ****** ********** with 65,000km on it. My ******** ******** guy told me about them and that they would be best to go through. The day after I got it it started pouring out smoke from the exhaust. ******* wanted me to bring it back to them but I didnt feel safe and a few mechanics told me its not safe to drive all the way there. So Monday July 11th I took it to ******** **** *****, they spoke to my warranty and the both agreed its most likely the cylinder head gasket. Ive been speaking with **** in fianc this whole time about this issue and trying ti get ahold of the gm there with no luck, Ive emailed and called and no answer. Its about a $5000 plus repair. ******** **** told me to take it to ****** and they would sublet it to ****** but when I told ******* about that they said no and told me to take it to ******. When I asked dodge why he said its probably because their in a partnership with them or something. ****** doesnt do rentals, my warranty doesnt cover rentals, I have young kids and run a small day home and now Im with out a vehicle. And ******* wont help me get one and every time I ask he doesnt respond. This was all supposed to make my life easier and now causing so much stress. Im going through ******** ******** I have no money, Im stuck paying for a vehicle I dont even have right now and Ive only had for 6 days. Im told its not safe to drive. Its now at ****** and Im waiting for the final results so I can submit with ***** as well. I need help* ** **** ** ********** *** *** ***** ********* *** I had to find money to pay ******** ***** for their initial fee which I dont have what so ever, single mom. I can give more info, show the video of the smoke. But please help me I dont know what todo anymore. I am desperate. I got completely screwed. I need to be able to add more info here

  

  Business response

  15/07/2022

  Please see ********** - too many comments for this field. 

  Customer response

  15/07/2022

  
  Complaint: ********
  
  I am rejecting this response because: I found out Wednesday the 13th that it needs a whole new motor and Ive only had the vehicle for 8 days and 6 of those days its been in the mechanic shop
  
  Sincerely,
  
  *****************************

  

  Business response

  18/07/2022

  At present we have not received any information or repair estimate from ****** for the issues on the vehicle. As previously stated there is an extended warranty in place and we would like to understand the nature of the mechanical issues, the cost to repair, and the amount that would be covered under the warranty. We have made an offer to remove the customer from the current vehicle and sell her a different vehicle but she has refused that option. Without formal knowledge of the issues and costs we are simply not in position to make any other resolutions. The client has also filed a complaint with ***** which I responded to today stating the same position - we need information from the dealer servicing the vehicle before we are in position to offer more alternatives. 

*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. ↩