ComplaintsforAnchorage Chrysler Dodge Center

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1/10/23 Spent estimate of $3000.00 to fix differential November 2023- Come in for oil change and differential they fixed going out again. Also causing further damage to rear axle in my car. February 2024- part is still not fixed. Made appointment on 19th, expected to have car back the following days. March 2024- STILL not fixed, keeping car until the start of April. Refusing to fix in TIMELY manner.

  Business response

  03/20/2024

  Hello,

  Repair has been completed and vehicle has been delivered to the customer on 3/19/2024.  This Repair was covered by a parts warranty at no charge to the customer.

   

   

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am the owner of a 2022 Ram 2500 Laramie with the 6.7L Diesel engine and 68RFE Transmission with ****** miles on the odometer. The vehicle is still under the powertrain warranty for a few years, and is completely unmodified/bone stock. In early August of 2023 the vehicle began showing symptoms of transmission failure, ie. would not move forward or in reverse when the engine was revved in gear. I spoke with Anchorage Chrysler's service department and they said to have it towed in and they would look at it, however it would take approx. 3 weeks before their tech could get to it. About 3 weeks later I was informed it was catastrophic transmission failure and that they started the warranty claim on my behalf. Then started my issues with this business. In the following few weeks, I would check in with the Service Advisor about once every 2 weeks, where he informed me that Chrysler was requiring additional info before they would approve the claim (typically pics of the emission system), with final approval of the claim occurring in late October or early November. Once approval was granted, I asked for a timeline of when the repairs would be completed and was told they were waiting on Parts, but as soon as they arrived they would complete the repair. When asked for a timeline on parts in late November they told me "the hoses are in stock, the transmission is scheduled to arrive the first week of December, and the transmission cooler is scheduled to arrive in the second week of December". When I physically visited the service department in early december I was told the transmission was there, however the cooler would not arrive until mid January. A week later a voicemail was left on my phone saying the cooler should arrive "any day", however a follow-up with the service department resulted in them changing their dates yet again. Now their current response is "we're waiting on the manufacturer to make and ship more". This situation is entirely unacceptable.

  Business response

  02/02/2024

  Hi ******,

  We are truly sorry for the parts delay to repair your vehicle.  I completely understand your frustration, I had our parts manager look into the status of your transmission cooler again today and unfortunately it is still on back order.  From time to time the part supplier will provide us with estimates of when the part will be available or when they expect stocking of the part but frequently that estimate changes without notice or they have no ETA.

  We have made efforts to source the cooler from other vendors but unfortunately we have not found one yet, our parts team will continue to reach out to our supplier and alternative resources in an attempt to get a part to fix your truck as soon as possible.

  I fully acknowledge your frustration with the time frame to get the parts needed to repair your truck and will prioritize the repair process for your truck when the parts arrive.

  Sincerely

  Anchorage Chrysler

  Customer response

  02/02/2024

   
  Complaint: 21233850
  
  I am rejecting this response because:

  I was originally given an eta for the transmission cooler of the second week of December. How would that date have been given to me if a part was not available at that time? What happened to the part that was originally on the way? Or was that just a lie from the service advisor? They certainly didnt have an issue in October or November letting me know the part was backordered, so why tell me it was on the way unless it was actually on the way? 
  Not once has Anchorage Chrysler attempted to make this right other than saying its not our fault, its the parts supplier/union strike/supply chain that is to blame for this situation. Its unacceptable.

  This has been such a long and upsetting process that it caused me to go out and buy a different brand of truck! Based on the service I received from Anchorage Chrysler, I will likely not buy another Ram pickup, which is unfortunate because I did like the truck when it could move under its own power. 
  
  Sincerely,
  
  *****************************

  Business response

  02/19/2024

  Hi ******,

  Unfortunately I'm unable to repair your vehicle without the back ordered part, as stated previously the manufacture of the part provides us with an estimated time of availability that is subject to change and frequently does without notice.  Your frustration with the circumstances and your statement that our dealerships response to your concern is unacceptable is understood.  Back ordered parts cause huge disruptions to productivity for not only you but to our business as well, I hope you understand we are in this together.  My business if fixing vehicle and taking care of customers, the last thing we want to do is slow down the ability to do that and strain customer relationships.

  Our parts team continues to try to get your part here and you have my commitment to prioritize your vehicle repair when it comes in.

   

  Thank you

• Initial Complaint

  12/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On November 7, 2023 I brought my 2014 Dodge Journey to the service to diagnosis a whirring noise coming from the front end area under the car when driving above about 40mph. I also wanted them to work with a car warranty service as I had a warranty. R/O Number 6092283/1. We received a call from the Service **** ******* saying the mechanic confirmed the noise, and found the rear prop shaft worn/loose. Their proposed fix was to replace the rear prop shaft. The Dodge service rep worked with the warranty mechanic and the warranty service declined to cover the repair, saying the issue existed prior to the start of the warranty. Therefore, I accepted that and told the Dodge service **** ******* I would still need to get it fixed, so go ahead and order the parts. ****** returned my call and said they couldnt order the parts till we paid for them the cost of the parts which was $2,500. I couldnt believe that and that did not include labor. I told ****** i would just pay for the diagnosis $219) and take the vehicle. My thought that I shared with him was that $2500 was an insane amount of money and they didnt really know that would fix the problem. They gave no guarantee. I would get a second opinion. I paid the $219 and took the car on 11/10/23. First, I went on the internet, Amazon, and found the part for $359. Next I made an appointment with a reputable local Eagle River Auto repair shop and had them look at it, test drive it and make a diagnosis. I did this on 12/1/23. The mechanic did a test drive and said there was a way to test if the wheel bearings were an issue. He did this and diagnosed : replace wheel bearing and hub. He did this for $373. When I asked him if the rear prop shaft was worn/loose he said no, it was fine. Hmmmm. The noise is no longer present the the front end drives much better, no further problems.So, the Dodge dealer misdiagnosed the problem and I would like to get a refund or credit.

  Business response

  12/08/2023

   Hello,

  I'm sorry for your situation, I would be happy to provide you with an in-store credit for the $219.00 charge.  I would ask that you would be willing to bring your vehicle back so I may look at it with my technician to see why he condemned the other parts and missed the wheel bearing need that appears to have fixed your concern.

  The technician that looked at your vehicle just started with me recently so I don't have a lot of history with him, he has good credentials and references so I would really appreciate the opportunity to review your vehicle with him for training and competency review.

  Thank you for bringing this to my attention.

   

  Customer response

  12/11/2023

  I will accept their offer, however I must be present with the vehicle, technician, and service rep when they inspect the vehicle. I want to observe my vehicle thru the entire process.  

  Business response

  12/18/2023

  Hello,

  Your request to be present during the entire process is completely understandable and fully granted.  I appreciate the opportunity to make things right with you and the opportunity to investigate the cause for this concern.

  Thank you

  Customer response

  12/20/2023

  I will accept their offer, I just need contact info so I can set up the appointment: name, ****** phone number, etc.

  Business response

  01/09/2024

  Hello ******************,

  Thank you for accepting our offer, you can schedule the viewing of you truck with **************** by calling ************ 

  Thank you again, we look forward to hearing from you.

   

  Customer response

  01/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and want to put this behind me and accept this resolution as is. I suggested it so I will abide, but in hindsight this puts the onus on me to deal with the original problem: bringing in my car again, using my time, etc. In hindsight, I'd just prefer a check for the misdiagnosis part of the transaction. You can deal with your mechanic as you wish, I'd wouldn't trust him and would check his work. I feel at least $120 dollars would cover your end of the mis-diagnosis. I'm still concerned that you would charge me nearly 10x for a part than that I could find online for $369. I won't be making an appointment and I won't be using your services ever again and will share my story as I please with others. When I called, it felt like I ***** wasn't really accommodating and he defended the mechanic and proposed outrageous costs. Thanks, but no thanks
  
  Sincerely,
  
  ***********************

  Customer response

  01/12/2024

  I really wasn't pleased with the resolution, but accepted it. I will not follow thru with making an appointment.  To much work for me for nothing in return.  I don't trust them and will not be going back. They tried to scam me for $3,000+ dollars. What would you do? In hindsight, I just want my money for the misdiagnosis back 219$, not the in store credit.

• Initial Complaint

  10/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In February 2023 Anchorage Chrysler Center was paid to place a NEW engine in my vehicle for *******. They placed a used remanufactured in my vehicle from **** not a Dodge Magnum 360 V-8. The **** engine shut down with no power after **** miles on 9/29/2023, there was also a major leak from the rear main seal of the **** engine, common problems with the **** engine is no power an complete shutdown. The service advisor and his manager both are attempting to say its not the engine, I am now being charged close to another ******* for work that was supposed to be done when the new engine was place, and the service advisor an his manager are attempting to say its other problems an they have to order parts which could take a very long time. On 10/11/2023 I went to the dealership to look at my vehicle, the front was been damaged, they said they would fix the problem but are CHARGING ME ANOTHER ****** in FREIGHT charges for the shipping of all parts. I ask for a rental was told in a very RUDE fashion you dont get a rental because the warranty on the engine doesnt cover rentals, you will need to pays for the rental if you get one. I am an elderly female with a hearing disability on a limited income who if caring for my elderly disabled mother. What I am requesting is my vehicle to be repaired and returned to me and while I wait for the quick turn around for repairs I would like a rental car at no charge. The service advisor manager told me the mechanic who placed to engine retired, an the original service advisor left the country, I dont care where they are, I want my vehicle repaired.

  Customer response

  10/24/2023

  Please post my complaint on your website so everyone can read.

  Business response

  10/31/2023

  Anchorage Chrysler agrees to replace grill and block heater cord end at no charge to customer.  No rental will be needed as customer can wait at the dealership for the repair that can be completed in less then 1 hour.  Due to the age of your vehicle Parts are harder to get and they are being sourced, we will schedule you as soon as parts are here and ready for installation.

   

   

  Customer response

  11/01/2023

  
  Complaint: 20738800
  
  I am rejecting this response because: Not only was my block heater, front grill, & my new battery damaged by Anchorage Chrysler Center but you put an USED ENGINE in my vehicle while telling me it was a NEW ENGINE and CHANGING me *******, you also charged me for parts you say you put on my vehicle, however another auto shop put those parts on my vehicle and I have the receipts as proof. You have NOT ADDRESSED THE ******* plus you fraudulently charged me for the USED ENGINE which was to be the amount for a NEW ENGINE. These are serious consumer protections violations.
  
  Sincerely,
  
  ***** *****

  Business response

  11/13/2023

  All of these accusations have been addressed on the Attorney General complaint filled by ****************  Anchorage Chrysler has agreed to replace the damaged grill and block heater cord end as a goodwill gesture.

  Customer response

  11/14/2023

  
  Complaint: 20738800
  
  I am rejecting this response because: The Anchorage Chrysler Center is BOLD FACED LYING about the complaint was addressed by AK Attorney General.  I have been given a: "Right to Sue ************** I will be Suing Anchorage Chrysler Center for VIOLATION OF CONSUMER PROTECTION LAWS IN THE COURTS WITH A JURY.
  
  Sincerely,
  
  ***** *****

  Business response

  11/14/2023

  
  On 2/01/2023 April ***** brought her **** Dodge Durango with ******* miles on it to Anchorage Chrysler Center with the complaint that Big Os (independent repair facility) found cylinder 7 is dead, check and advise
  

  Anchorage Chrysler technicians confirmed the concern and found the exhaust valve on cylinder 7 was bent and the cylinder wall excessively scored.   Anchorage Chrysler advised April that the engine would need to be replaced.   Due to the vehicles age, a new or re-manufactured factory engine was not available at that time but a re-manufactured engine was available from Napa Auto Parts.  The Napa re-manufactured engine came with a 4 year unlimited mileage, Limited Warranty. 

  *************** authorized the repair and made a $5000 deposit when the engine was ordered.  The engine was installed and completed on or around 3/17/2023 when *************** paid the balance and picked up her Durango.  
  

  On 10/3/2023 *************** brought her Durango to Anchorage Chrysler stating the vehicle is sluggish and cannot accelerate under any condition (reference Invoice ******* see attached).  Anchorage Chrysler technicians found cause of the sluggish condition was due to a dry rotted *** hose that was allowing unmetered air to enter the fuel and air delivery system.  The *** hose was not part of the engine repair back on 2/1/2023 and was not covered by the Napa Warranty.  The hose was only ***** and the labor to diagnose, replace hose, and confirm the engine was no longer sluggish was *******
  

  During this same visit the technician noted that the Durango had transmission fluid leaking from the transmission oil pan and the transmission cooler lines.  *************** was provided an estimate to replace the transmission oil cooler lines and the transmission oil pan gasket.  Mrs.  ***** authorized the repairs and these additional concerns were completed on or around 10/23/2023 when *************** paid for and picked up her vehicle.
  

  *************** frequently substitutes the words used and remanufacture as if they are the same but that is not factual.  Anchorage Chrysler clearly documented the use of a Reman Long Block from Napa on the invoice. 
  

  Mrs.  ***** claims she was charged another ***** for work related to her engine repair.  The only repair performed related to her engine was the replacement of the *** hose that was not covered by her Napa engine warranty because it is not part of the replacement engine.  The total cost of that repair was *******.
  

  *************** claimed that the service advisor ****** was rude and condescending with his email communications with her and asked me to review and reprimand him for unprofessional behavior. *************** kept referring to ****** as a PUNK and advised me that our conversation was being recorded and translated due to her hearing disability.  I reviewed the emails in question (email documentation were provided by *************** in complaint)  I didnt find any rude or condescending communications in any emails.  The only thing I found rude was *************** referring to ****** as a PUNK during my phone call with her.
  

  Mrs.  ***** Implied we were in poor standing with the BBB.  The documents included with her complaint show our A+ rating with the BBB.  Unfortunately not all requests can be resolved to the consumers complete satisfaction; sometimes a consumer may be confused about the repair process or what a fair resolution may be.  We take great pride in our A+ rating and do everything we can to resolve any complaint in a fair and timely manner.
  

  *************** states her grill and block heater cord end were damaged while the vehicle was in our possession.  Anchorage Chrysler has agreed to fix the grill and block heater cord end (parts on order)

  Customer response

  11/20/2023

  This is an out right false statement by Anchorage Chrysler Center:
  The only repair performed related to her engine was the replacement of the *** hose that was not covered by her Napa engine warranty because it is not part of the replacement engine.  The total cost of that repair was *******.

  The total cost for the repairs for the 9/29/2023 return to Anchorage Chrysler Center was *******.  The *** holes runs off the *** Valve which sets on the header cover off for the 6th, 7th, & 8th valve.  When the USED engine was put in my vehicle the rotten hose would have been obvious.

  Anchorage Chrysler Center has shown me what a deceitful, deceptive practice they pull on certain classes of people.  I have combed through the courts and have multiple cases where Anchorage Chrysler Center has been found liable and had to pay the customer.

  case: **************

  case: *************I, and so on.  The one that specifically specify: Consumer Protection, were referred to the ATTORNEY GENERAL in the Consumer Protection department.

  I am not surprised that the person from Anchorage Chrysler Center would bold faced lie after they stated this complaint was addressed by the *************************  Look at the very first, and second document that show the cost of the 9/29/2023 visit as *******, and look at the original document cost was for a new engine.

  I will not communicate any further with Anchorage Chrysler Center with the BBB, all further communication with be in the courts under UNFAIR TRADE PRACTICE & CONSUMER PROTECTION VIOLATION.

   

  Customer response

  11/20/2023

  This is an out right false statement by Anchorage Chrysler Center:
  The only repair performed related to her engine was the replacement of the *** hose that was not covered by her Napa engine warranty because it is not part of the replacement engine.  The total cost of that repair was *******.
  The total cost for the repairs for the 9/29/2023 return to Anchorage Chrysler Center was *******.  The *** holes runs off the *** Valve which sets on the header cover off for the 6th, 7th, & 8th valve.  When the USED engine was put in my vehicle the rotten hose would have been obvious.
  Anchorage Chrysler Center has shown me what a deceitful, deceptive practice they pull on certain classes of people.  I have combed through the courts and have multiple cases where Anchorage Chrysler Center has been found liable and had to pay the customer.
  case: **************
  case: *************I, and so on.  The one that specifically specify: Consumer Protection, were referred to the ATTORNEY GENERAL in the Consumer Protection department.
  I am not surprised that the person from Anchorage Chrysler Center would bold faced lie after they stated this complaint was addressed by the *************************  Look at the very first, and second document that show the cost of the 9/29/2023 visit as *******, and look at the original document cost was for a new engine.
  I will not communicate any further with Anchorage Chrysler Center with the BBB, all further communication with be in the courts under UNFAIR TRADE PRACTICE & CONSUMER PROTECTION VIOLATION.
  

• Initial Complaint

  07/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The first attempt to get my car fixed, they told me it would happen on the 26th of June and to have my car in for the repair. The car was dropped off and the 26th past and then they said that I would have the car back or repaired on the 17th of July. As of now, that still has not happened and no idea when they will have the throttle kit in. I was also told to call the customer service for ********************** Jeep so I can open a claim and that they would be able to get the part from another dealer and that the current part is still under warranty. Teh part was ordered on the 30 th of May according to customer care. I called ******** care because they told me that I should hear something in 24 hours...now I am told by customer care that it will be another 48 hours. I stopped by two days ago and they still have no idea when to expect the part. I want my car fixed and something needs to happen

  Business response

  07/21/2023

  I understand ********************** frustration with needed repairs for his vehicle, the throttle body to repair his 2013 Jeep Patriot has been on back-order from the manufacture.  The part manufacture is currently showing part availability in the first week of August.  Unfortunately we are not able to make any progress until the part arrives at our dealership.  We are monitoring the availability of the part and shipment and will do everything we can to expedite the *********** we have the part. 

  Customer response

  07/24/2023

   
  Complaint: 20351910
  
  I am rejecting this response because:

  there are other sources you can get the part from and on top of that, you folks are expecting me to pay for express shipping on a part you could have gotten from several sources.  That is just insulting.. step up to the plate and do the right thing
  
  Sincerely,
  
  *********************************

  Business response

  08/07/2023

  Part has arrived, vehicle has been repaired, and returned to ******************.

• Initial Complaint

  05/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We took our truck for repairs on October 11, 2022. It was at the dealership until March 3, 2023. When my husband picked it up, the glass in the back window had been broken out and there was garbage on the front passenger floor and the manuals had been taken out of the glove box. There was also garbage and a leather glove with beadwork in the back seat. I have attached a history of correspondence with Anchorage Chrysler Dodge and ************** I have also attached pictures of the glass and garbage and a quote from ******* Glass for replacing the glass. It appears someone broke the glass and may have even stayed in the truck overnight. The dealership is located near homeless camps. As ***** stated, this is something the dealership should resolve. They should pay for the glass to be installed in the truck plus for the truck to be detailed to get all of the glass out. I'm sure this is something that would be covered by their insurance company. I asked for the name and address of the insurance company but it was never given to me. I didn't get a written quote for detailing the truck but OCDetailing's website shows they charge $150 and up for a truck. Xpress Detailing shows they charge $125-$210 for a truck. These are the least expensive packages. Also, I would like my experience shared with the public.

  Business response

  05/17/2023

  Dear Mr. and ***************,

  We are sorry to hear about your vehicle being broke into while it was here for repairs since October,  I'm happy to help with the vehicle clean up and would like to offer our detail services to you as a good will for the misfortune.  Unfortunately the broken window will need to be turned into your own insurance.  Our insurance will not pay for this damage as this is not a result of negligence on our part. 

  Please feel free to reach out to our service manager ********************* to make arrangements to have your vehicle detailed by our detail department at our expense as a gesture of goodwill for your loss.

  Thank you

   

   

  Customer response

  05/18/2023

   
  Complaint: 20056447
  
  I am rejecting this response because:  Anchorage Chrysler Dodge is responsible for the damage done to our truck. They called us after they repaired the heater and said they couldn't repair the transmission because they didn't have the parts.  I asked if we could come and get it and was told that if we took the ************** damage occurred to the transmission, it would not be covered under the warranty.  We did not have any choice but to leave it with them. We are 69 and 73 years old and on a fixed income.  We do not have the money to pay for a new transmission or other major repairs out of pocket which is why we purchased the extended warranty.  They had our truck for 5 months. During that time, it was their responsibility to make sure it was not stolen or vandalized.  The truck was under their care.  We assumed they had a secure area to store it, obviously they didn't.  We were shocked beyond words to see someone had vandalized it while they had it.  We are even more shocked to hear that they are not taking responsibility for the damage.

  
  On March 3, 2023 we sent pictures of the damage to ***** with Dodge Customer Care.  We received a response from her on March 13, 2023 stating she had received the pictures and apologized for ** having to go through this.  She stated it would be up to the dealership to resolve this.  She stated she spoke to the service manager, *****, and he told her he would give ** a call.  The only call we ever received from ***** was on May 15, 2023.  When he called, he said they would be willing to detail the truck, but they weren't responsible for replacing the glass. He said if one of his employees had broken the glass, then their insurance would cover it. We don't have any idea who broke the glass.  At first glance, it looks like a vagrant, but even an employee that accidently broke it could make it appear it was a vagrant that did the damage. Before our conversation ended, ***** stated he would send the information to whoever was above him.  

  We are very tired of driving around with a piece of Styrofoam insulation taped in the middle of the back window.  We picked the truck up from the dealership on March 3, 2023 and have been going back and forth with emails and phone calls to get this resolved.  We hope that ***** actually does contact someone above him and it doesn't take over two months to get a reply back.  This is absolutely the worst customer service we have ever had in our entire lives.  
  
  Sincerely,
  
  ******* And *********************

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dropped my truck off the night of March 28th 2023 for recall work and to fix an oil leak and a transmission leak. I was told it would be done by March 31 2023. It did not get done. The following week I was called to say a nut would need to be ordered. After days of not reading anything I called the service manager and was told then it was sent to ********* instead of Anchorage. The following week I was then told the Tech working on the vehicle said the nut was fine but the bolt need to have the threads cleaned before reinstallation. The service manager stated they did not have the tool to do this and they were calling around to find the tool. During this whole process I was forced to rent a car in order to get to work. Further more I use my 1ton truck to pull a trailer with skidsteer for snow removal. Ive been unable to do those jobs due to. It having a truck. This alone has made me miss out 2k in lost wages since I am not able to pull my equipment to preform the work. ***** is my service manager and I have called him many times about my truck and the need for a vehicle. *** also spoken to ***** who they state is their person in charge of rental vehicles. We spoke on the phone and I explained the situation and he said he would see what he could come up with. He will no longer answer the phone and is not calling my back after *** left multiple messages. ***** has told me the tool might come in by May 2nd. I have already spent over 2k in rental car fees and another 2k plus in lost wages with my equipment. *** called and left messages for ***** who I am told is the service supervisor. No one is answering the phone other the phone operator at the office. I have gotten no calls or resolve to my issues. Today is the 25th or April and I still dont have my truck and still paying a rental fee. Please help!

  Business response

  04/26/2023

  ********************** vehicle had damaged threads on the transfer-case output shaft.  Presented ****************** with the two ways to resolve the problem.  (replace transfer case or repair threads)  ****************** chose to repair the threads.  Unfortunately the dye required to fix the threads was not available locally and had to be ordered.  The Dye arrived at the dealership today 4/26/23.  We immediately repaired the transfer-case output shaft threads and re-assembled the vehicle.  Called ****************** to let him know that the vehicle repairs have been completed and his vehicle is ready to be picked up around noon on 4/26/23.

  Customer response

  04/26/2023

   
  Complaint: 19981467
  
  I am rejecting this response because: first I was told it was a nut that goes on the shaft. That nut was ordered and I was told it went to *********. At this time they had already had my truck for about a week and a half. Once the nut was shipped from ********* to Anchorage I was then told the tech now noticed the shaft needed to have a dye run on it. At this point I was told the tech ordered the tool online. During this process I have repeatedly called *****, *****, and *****. No help was provided and I was constantly told someone would call me back. Last week when I called ***** he then stated the whole unit could be replaced if I didnt want to wait for the dye to be shipped. Since we are already a month into this process and thousands into rental and missed work I did decline. Also at this time I again requested a vehicle. Again no call backs. There has been no offer to assist in any way. Also ***** stated I would be charged for second day air freight on the nut that they didnt even need and the same but they shipped to *********. My bill with them was quoted for around **** dollars and was supposed to take 3 days. Its been almost 30 days, 2k in rental car fees and well over 2k in lost wages not being able to haul my equipment with my truck. At the very least all dealer labor charges should be waived in good faith. Currently it is 2:32 pm on the 26th and I have not been called about my truck being ready or the tool coming in. I would be happy to submit phone record data to prove this fact. Do the right thing on this one!
  
  Sincerely,
  
  ***************************

  Business response

  04/28/2023

  ****************** your vehicle is done and has been ready for pick up, we left a voicemail around noon on the 26th, we sent a text message on the 27th and I left another voice mail around 4pm on the 27.  Unfortunately I don't have control over the shipping delays for the parts or tools needed to complete the repair.  I will eat the freight charges that we incurred for you as a goodwill gesture but not charging you for the labor to fix your vehicle is unreasonable.  We fix broken vehicles, sometimes the time it takes to get parts or in this case a special tool can take longer then we would like but the loss of use and rental expense is not caused by the dealership it's the result of having a broken vehicle. 

  Customer response

  04/28/2023

   
  Complaint: 19981467
  
  I am rejecting this response because: Had your company stated it would be a month before I received my truck back I could have planned for that time line. Instead your company proceeded to have a new answer to why my truck was not done each time I called. It took my having to constantly call and leave messages in order to get any answers. That being said, I will come in and pay my bill. However I will never use your services or purchase a vehicle from you again. I wont be able to say enough bad things about your Business to other ********. Overall I rate your service and management a F-!

  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Current Transaction 11/28/2022 $1463.51 Business committed to provide me with standard 65k Mile Interval ****************************** and Diagnose, Repair Front and Rear Struts. Vehicle was dropped off and left until December 21st. The Service Advisor assured me that even with shipping delays this would be done before the 21st of December. On the 5th of December I checked in to inquire about the status of Parts, and was assured this would be done by the 15th. on the 14th not hearing any updates from my service advisor ****. I reached out. He informed me that it would be in a couple of days after Christmas, I informed the service advisor that I would be there to pick it up on the 21st. I was instructed to take the vehicle and bring it back when they get the parts. On the 21st I reached out to ask if my Car was available for pickup. the message I got from **** was incoherent. Apparently my Vehicle was buried under a snow pile and wasn't looked after. Shortly after picking up the Vehicle I alerted my service advisor that the Cabin Air Filter may have been incorrectly installed ( When on full blast it sounds blocked. ) and that my Drivers side heated seat wasn't operational. **** informed me that they didn't look inside the cabin of the Vehicle (Who Installed a cabin filter without properly starting the vehicle and checking in the cabin? If I'm paying you to Service my Vehicle and this is your brand, wouldn't you check over the vehicle? on January 8th I reached out to inquire about the parts, and was unable to reach the Service Advisor or Service Advisor Manager. The Women at the front desk took my cell and told me they would be in contact. on the 9th at 4:40pm I was told by **** that he'd reached out to his Parts Manager and would have an answer the morning of the 10th. No attempt to make contact was made. On Wednesday the 11th I messaged looking for an update. I've dropped my car off on the 16th.. and Now I wait.

  Business response

  01/18/2023

  Mr.  ********,

  I have had an opportunity to review ************ and text conversations,  I apologize for the parts delays and breakdown in communication,  sometimes messages from Sundays when our parts and service departments are closed are not always delivered in a timely manner to the service advisors. 

  *** technician inspected the cabin air filter and didn't find any installation concerns, but they did hear some bearing noise coming from the blower motor fan.  Our recommendation would be to replace the blower motor. 

  We checked for any obvious signs of your heated seat concern, unfortunately we didn't find any quick solutions and the concern will need to be diagnosed and diagnostic fee's would apply.  *** services and work performed on your vehicle don't have a logical relationship to the heated seats but if it turned out to be related to our work of course we stand behind any work we do and would not charge you for diagnostic time spent.  It is my understanding that you have declined to have us diagnose your heated seat concern at this time.

  *** sway bar links have been replaced and your vehicle is ready for pick up. 

  Once again I apologize for the delays and communication breakdowns.

   

  Customer response

  01/18/2023

   
  Complaint: 18825675
  
  I am rejecting this response because: Prior to dropping off Jeep to the service center there was no "bearing noise" coming from the blower motor, nor was my driverside heated seat disabled, the only complaint I had on the vehicle was that they knocking nose from the sway bars. When **** sold me on the 65k service I'd asked him if they could look over the whole vehicle, and I also let him know I was possibly looking to sell it. after the installing filters and doing the service I would expect a competent shop to run the vehcile and to verify that parts and equipment are in working order. this vehcile sat in your lot, untouched, with no communication until initated conversation. I've asked to speak to ***** the service manager, and I have yet to recieve a call back from him. I will be esculating this futher.

  I'm declining moving forward because your shop as clearly demostrated that you aren't competent, nor do you handle situations correctly. 

   

• Initial Complaint

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I booked a service appointment online for Tuesday, January 10, 2023 at 8:00am. The day before I called to ask if I could have my car towed in because it wouldn't start and they confirmed that it wasn't a problem. Car was towed to the dealer next morning and arrived around 7:30-45 am. At the check in I was informed that I would have an update later that day. I called that afternoon and was informed that I'd get an update on Thursday 1/12/2023. On 1/11/2023 I got a call from the service department asking where the tow had parked my car and I informed them of the location.(tow truck wasn't informed on where to park the vehicle to begin with) I was then informed that my car would be inspected and that I'd have an update on 1/13/2023. I didn't get a call or text so I made the decision to contact the service department for an update. Keep in mind that I scheduled a service appointment for 1/10/2023 @ 8:00am. I am then informed that my car hasn't been inspected and has been set for inspection on Monday 1/16/2023. I am very disappointed in the lack of communication. I am a fairly reasonable person and I understand that delays occur. I believe that communication between associates and customers need to be improved. Now I will be without transportation for a week if not longer depending on IF my vehicle is inspected at the date that I was informed of. I believe that if I was informed of what is going on, I wouldn't feel the need to make a report. I realized now that I should have reviewed Yelp reports beforehand. If I did so, I would have chosen to schedule my service at the South location as their staff are honest and consistent!

  Business response

  01/16/2023

  ***********,

   

  I would like to apologize for any delays or miss communication.  We are scheduling appointments 2-3 weeks out currently, South Anchorage Dodge is scheduling 4-6 weeks out.  We leave about 20% of our capacity unscheduled to help accommodate delays, emergencies, and work-ins.  I see you scheduled "on-line" and had your vehicle towed in. Unfortunately the on-line scheduler is not able to distinguish our work-in capacity so we have our staff update manually.  Your advisor ****** has been trying to work your vehicle in, it has been dispatched and put in line to be diagnosed.  ****** told me that he updated you on Friday and told you that we should have your vehicle looked at by Wednesday of this week or sooner depending on the repair time of the vehicle in front of yours.

  We do our best to get customer vehicles scheduled and repaired as quickly as possible.  Due to supply chain disruptions, and lack of technicians in ****** the entire industry is struggling to provide the level of service we would like.  

  My apologizes again, I hope we will have an update on your vehicle soon.

   

   

  Customer response

  01/16/2023

   
  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

  12/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I drove my jeep to another auto repair shop, but would like my 2nd key fob returned to me. I dont understand why I have not received any follow-up from the service manager since our conversation last Friday, my conversation Tuesday night requesting I speak to someone above the service manager, my text conversation, and completely shocked not one single person from the dealership walked over to my co-worker and I taking the vehicle. When I asked for my vehicle back last Thursday night I was told by the service advisor No as he needed to discuss restocking fees. What kind of dealership and service department is this if you dont have parts for a 2018 Jeep Cherokees ****** mile service. I can understand a radiator being ordered, but it takes over 33 days? I guess if I was not a female it would be different. I witnessed them doing everything they could for an ****************** fleet truck customer on one of those Saturday visits, being ignored for 20 minutes in the check-in area. Only the service manager can access where parts might be.I am fully aware of the supply chain issues and it is worse in ******, but dont tell me one lie after another and every week oh we are just waiting for the radiator, **** business days. I specifically asked the service advisor on Black Friday if the radiator could be sourced and was told yes, **** business days. I was aware they were booked out with appointments until the middle of December.For over 33 days the Jeep has been buried in snow, wind gusts up to 65 mph last Saturday, and freezing rain covering the windshield. Last Friday I was taking the vehicle when *****, service manager had called me. I gave him a chance to make it right but have heard nothing from him. I had called the main number Tuesday and was told when he returned to his desk he would call me. He never has. .

  Business response

  01/06/2023

    My goal is to work with you to come up with a fair resolution.  As I was able to demonstrate all the work with the exception of the radiator was completed on your vehicle.  All parts can be verified and the total for the repairs completed on your vehicle is $2416.56.  You stated that you removed your vehicle from our lot without paying your bill.  Just like taking items from a store or leaving a restaurant without paying, taking your vehicle without paying your bill is steeling.    Your offer to pay $460 for $2400 of work performed on your vehicle is not reasonable.  As a concession for the breakdown of communication and part delays during *********** process I'm offering a goodwill concession of  $416.56.  leaving you with a total balance of $2000.00  I'm hopeful this will resolve the matter in an amicable way without further delays.
  
  
  Thank you...

  Customer response

  01/07/2023

   
  Complaint: 18660469
  
  I am rejecting this response because I have emailed ******************* requesting further information about my complaint and this was the same email I was sent yesterday.  I have replied/emailed ******************* the following response

  I am requesting any diagnostic reports that were conducted including other testing reports that were done on my vehicle December 13/14, 2022.  I was not made aware of any previous repairs or service that was done on the Jeep until I met with you Monday, January 2, 2023, at 2:15 pm after visiting the dealership for the eighth time speaking with a service employee, service advisor, and service manager on numerous occasions.  I would also like the report showing when the mechanic was working on my vehicle with the other names removed you had shown me during our meeting,  the break down of each service (fuel, brake, cabin, air, gaskets, adapter, housing, oil, etc.) and the labor hours involved with each individual repair or service, an explanation of why the auto start/stop is now malfunctioning and continually showing Stop/Start Not ready battery charging when it has worked for four years and 10 months, justification and explanation of the poor/rushed battery service, my authorization for the housing oil leak repair and radiator, the dates and times when *********************, service advisor, updated me throughout the 38 days my vehicle (registered and titled in my name) resided at Anchorage Chrysler Center, and the shipping papers/packing slips on all parts in stock/ordered/returned from Mopar that were installed on the vehicle.

   

   

   

  
  
  Sincerely,
  
  *******************************

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