ComplaintsforDartmouth Chrysler Jeep Dodge

• Initial Complaint

  14/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In July 2023 I brought my 2017 Chrysler Pacifica in for maintenance on the air conditioning system. I was told it needed a new compressor and one had to be ordered. I paid $500 for the diagnosis. The company never followed up about the parts arrival and was only prompted to set up a repair appointment once I called in for the 3rd time to check the status. An appointment was scheduled for Aug 4, 2023, which I made and my wife picked up the vehicle latter that day as I was out of the country. I paid an addition $800 for the repair. When I returned from my trip, a few days later, my family drove down to Ontario. Before we passed the nova Scotia boarder into New Brunswick, the air conditioning system failed again. I called the dealership and left a message instructing them to call me as soon as possible. I made 3 other attempts to contact the company and none of them were answered by anything but a voicemail machine. Our trip lasted 10 days, on which we had no air conditioning whatsoever, and as soon as we were back in NS I went to the dealership to schedule a new appointment. They had no idea I had called but their customer service team was sitting outside of their office of with no one attending to the ringing phones behind them. I scheduled a new appointment for the 15 of September and I made that appointment. I attempted to speak with the service staff to find out what type of compensation I could expect as their first repair was costly and ineffective, they laughed in my face and joked amongst each other at my expense. I asked to speak with a supervisor to which one replied, I am the supervisor. I proceeded to ask for that person's supervisor and again I was laughed at and handed a card with Chrysler Canada's number. I asked to use a phone to make the call and was denied. They told me to use my own phone and refused to tell me.how to dial out of their office phones. This made me irate and I did raise my voice. I was refused service and my vehicle has no AC or heat

  Business response

  22/12/2023

  Customers vehicle was repaired for the problem and customer paid for diagnostic and repair.  The issue he has now is a different problem that is also related to the AC.  He came in and would not pay for the diagnostic and made a scene at the service office.  Customer seemed intoxicated on ********.  Our Fixed Operations manager ask him to leave.

  Customer response

  22/12/2023

   I am rejecting this response because:
  

  The business has no proof of any intoxication and them making assumptions to that fact is liable.  I most certainly refused to pay for another diagnostic if the first one that was conducted for $300 did not properly assess the problem. The repair that was made did not fix the issue that was to be diagnosed. I did not ask them if my compressor was working. I asked them to find out why the AC wasn't working. They told me that by replacing the compressor that the AC would again work. It did not. They did not test thoroughly enough upon completion of work and the AC did not function.  My demeanour was not initially irate, it became that way when I asked for a manager and was laughed at and refused. All I was provided was a card to call FAC. I asked to use a phone in the office and was refused. They told me to use my own phone. My phone wasn't with me at the time and I wanted to call while in their presence. 

  Business response

  02/01/2024

  The vehicle was hooked up to the AC machine and all steps were followed.

  No other work was required.

   

  ***

  Customer response

  02/01/2024

   I am rejecting this response because:
  
  It doesn't explain why one day after leaving the shop the same system that was just worked on experiences continued issues. Seems like as a manager, it would be best to get that vehicle back in as soon as possible and see if maybe something wasn't hooked up right. Mistakes do happen. Nova Scotia has a repair and workmanship warranty.  Is there no warranty for this repair from FAC?

  It has been continually stated by dealership employees as being a different issue however, no one from the dealership has looked at it since the compressor was replaced. How could they possibly be so sure it's something else unless they were aware of this during that part replacement?

• Initial Complaint

  28/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought the car back in August 2022, from Dartmouth Dodge and didn't realize the trim was defective/damaged eye level to the drivers side door. The door swung open, hit me in the head and had to get mutiple stitiches and a concussion. I called the general manager after advice from FCA, who told me to call the dealership to take pictures of the issue. Instead of taking pictures, the dealership decided it was better to call their in house council to call me. I would like Dartmouth Dodge to look at the car, and fix the issue so my face is not cut open again. I would also like them to contact me to retify the issue instead of calling lawyers.

  Business response

  20/12/2022

  My official response is that based on advice from our legal department, we have told Mr. **** that we will not be assisting him.
  

  
  

  Please let me know if you have any other questions and I will answer as soon as possible.

  
  

  Regards,

  
  

  *** *****

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

  Dartmouth Dodge

*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. ↩