Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were treated very poorly and unfairly by this dealership/service center. Our 2016 **** broke down twice under warranty with ****** issues. It broke down again just out of warranty, again with ****** issues. This was clearly an issue with the construction of the vehicle but they refused to take responsibility and repair the defects without further charge . We refused to pay for the work they did tearing it apart a 3rd time. We told them they could have the Jeep (which they do) but they are threatening collections and refuse to acknowledge that Jeep is as fault for this vehicle. Asking them to keep Jeep and dismiss charges, which at about 1700 dollars for the tear down is more than generous on our part.

  Business Response

  Date: 02/28/2025

  Hello *****,  I have reviewed your concern and your vehicles history on your 2016 Jeep Patriot with ****** miles.  In May 2019 at ****** miles you had a transmission noise coming from the input shaft bearing that was replaced at no charge to you by your manufactures warranty.  In September 2021 at ****** mile you had the same transmission noise concern and the input shaft bearing was replaced again with a $100 deductible charge to you by your extended service contract.  In September 2024 at ****** you had your vehicle towed in and stated that the vehicle dumped oil everywhere and was having shifting issues.  We found the oil leaking into the bell housing of your transmission and suspected the input seal was leaking and recommended the seal be replaced.  Per your authorization we removed the transmission to gain access to the input seal and found the Clutch disk spring came apart and cracked the transmission housing allowing all the fluid to leak out.  We advised you that you needed a new clutch and transmission.

  I doesn't appear that we have done anything wrong or have been unfair with you in any way as you claimed in this BBB and your "one star"  on-line review.  Your previous repairs of the input bearing are not related to your current failure of your clutch disk and unfortunately the cost to fix your vehicle is expensive.   Our records indicate that you have not authorized us to replace the transmission for your vehicle and you have abandoned the vehicle on our lot since October 2024.  You Currently owe $1768.70 for labor to remove your transmission and re-install  (has to be installed for vehicle to be pushed out of the service bay).  You showed up at the dealership on Saturday 12/7 but refused to pay your bill and we haven't heard from you since. 

  We mailed you a demand letter on February 6th and this BBB complaint is the first we have heard from you.  If you remove your negative on-line review and supply us with a clean title I can have your vehicle sent to auction and apply all proceeds from the sale towards your bill, you will be responsible for any remaining balance.  Please note that storage fee's and impound fees in addition to your bill will be added and sent to collections if you choose not to take care of this. 

  Customer Answer

  Date: 03/01/2025

   
  Complaint: 22992663
  
    We reject this response because: Contrary to your statement, we have responded to phone calls and via email, see attached for email. We did not receive a reply to our inquiries. We can provide call logs as necessary.  
    We stand by our assessment of unacceptable service and repair. We are also preparing to petition Jeep over the substandard vehicle and service as necessary.
    We maintain our offer of exchanging clear title of the vehicle for the zeroing of all charges and fees. When this occurs we will then remove all reviews and refrain from posting further documentation,complaints, and petitions.
    In 40 years of car ownership we have never experienced such poor treatment. The unwillingness to do the right thing, and instead dig deeper with "storage" fees and misinformation on interactions that have occurred, is a large disappointment.

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

  Customer Answer

  Date: 03/14/2025

  Thank you for your response. The dealership agreed to my requested terms, as made in my response to BBB. 

  Also, on going to the vehicle to retrieve contents, the vehicle they were storing on their lot, we found the windows had  been smashed and it appears someone had been sleeping in it.  It had been at their shop for engine repairs and part of the dispute is that they wanted daily storage fees..... the staff  knew nothing about how it was further damaged or that it was damaged at all. 

  We signed it over to them in exchange for the money they claimed we owed. I also removed negative reviews at their request as part of the agreement.

  Thanks for your help. I firmly believe that the BBB helped resolve this issue, even if the dealership did not want to publically acknowledge it.

   

  Tia

• Initial Complaint

  Date:10/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Over the past year or so they have charged us thousands of dollars for the repair of the suspension system in our vehicle and it never worked. I have the receipts to show the specifics and I have tried to work with them to no avail. I feel that it is important that others not be treated in this manner and if possibly perhaps get them to do better.

  Business Response

  Date: 10/30/2024

  Hello,

  All components that have been relaced in your air ride suspension system have a 2 year warranty.  If your system isn't working let us determine the cause and if one of the components that have been replaced has failed again the repair cost will be covered by the manufactures warranty both parts and labor.

   

  Customer Answer

  Date: 11/14/2024

  The reason I did not respond is that they never contacted me.  I had to reach out to them yet again and their response to date is not satisfactory.  Currently I am waiting for a response regarding their offer to take a look at the problem with no charge for diagnostics but that is not acceptable because they typically come back with yet another charge for a part that never solves the problem.  We have been going through this with them for a couple of years now, we have spent over $6000 dollars and I dont know how much time and the problem has never, ever been fixed.  So, I made it clear that if we bring the truck back for one more try it must be at zero cost as, again, the problem was never ever fixed.  I am waiting for their response.

  Business Response

  Date: 11/26/2024

  We have agreed to look at the vehicle at no charge.  We have confirmed that all parts previously replaced have a manufactures warranty and that if any of them have failed during the warranty period they will be replaced again at no charge.  After we have diagnosed the cause of the system shut down we will update you on the needed repairs.

  Thank you

• Initial Complaint

  Date:10/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Brought my vehicle(2012 Jeep Wrangler) in for an overheating issue on December 4th and had a coolant flush done. Shop said it's fixed but when I went to pick it up, it immediately overheated on my commute from Anchorage to ***********. Called and informed the shop and they said to bring it back in. Towed it back the next day. Paid for a diagnosis and the shop said there was an air bubble trapped. Another flush but still overheating. First pressure test to my knowledge was good. Then months pass trying to communicate with the shop and the warranty company then finally was told the cylinder head was bad and that the warranty doesn't cover it. $2k. Months more go by and they finally said it's put together but still overheating and might be a sensor. Couple weeks pass and then they say it's the radiator. They've had my car for 303 days as of typing this and I am absolutely fed up with their lack of professionalism, especially given that the service tech assigned to my jeep admitted he purposely was pushing the work of my jeep off. I have evidence galore in the form of emails, pictures, receipt, and all my calls with them have been recorded. Now this week they are again ignoring my calls as I have called 4 times since Tuesday and they are not returning my calls, either. This isn't the first time they have ignored or avoided me. They are working in bad faith and being negligent, as well as not fulfilling their promise as a company to provide proper service and updates in a reasonable amount of time. 40hrs is the average time a cylinder head takes to replace, it took them ******************************************************************* about what it is. I do have stickers on my vehicle that could be deemed a reason as to them putting off the work on purpose, possibly equaling discrimination upon a case review and given that they claim they don't know about the stickers yet there's no way that everyone that works there doesn't know about them. I hope stickers aren't why

  Business Response

  Date: 10/17/2024

  Hello,

   

  I have reviewed your case, I'm being told that your vehicle is still running hot and we have recommended replacing the radiator and the thermostat.  I was originally told you had the thermostat and radiator replaced by an independent repair facility or did it yourself but later turned out the radiator had not been replaced.  **************************** contract authorized us to replace the leaking head gasket but declined to replace the warped head due to using vehicle while overheating.

  My understanding is you have declined to have us replace the thermostat with a factory OEM thermostat and the radiator and your vehicle is waiting for you to pick it up.  I'm concerned that the root cause of your overheating condition is your thermostat and radiator.  I would strongly recommend both repairs before driving the vehicle.

• Initial Complaint

  Date:09/24/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought my 2018 jeep renegade for diagnostic testing due to lights coming up on dash. They informed me initially it was 2 modules that needed replaced. About a week later they contacted me and said it would not reset in their computer so they would be chasing wires to find a short. Approximately another week later they texted me that it was not a wire issue but now theyve found four new issues. I paid them $1499 for the modules they said they needed to replace. Now they are quoting $5777 to fix these new issues. They have continued to tell me to come pick it up but want me to sign something knowing it is unsafe to drive. I have contacted corporate for the company and a complaint has also been filed there. The new issues they are talking about have nothing to do with the reason it was brought in. At this point Im questioning if they havent created some of the new problems to avoid the wiring issue. They repeatedly told me how it takes so much to look through wires. So much time. I have since looked up recalls on this jeep and have found there are 2.. one of which is wiring under the hood and one is a fuel pump issue. I am seeking a refund as it seems from what im told the issue may have been deeper than those modules and full repair on the new issues they say exist.

  Business Response

  Date: 10/01/2024

  **** has informed me that you guys have worked out a goodwill with the manufacture and parts are on order with an ETA of 4 weeks.  I've asked **** to keep me in the loop on your repair progress.  Thank you for sharing your concern with us.  I look forward to ****s updates on your vehicle.

  Customer Answer

  Date: 10/02/2024

   
  Complaint: 22330270
  
  **** and I discussed the issue. He stated that there is a new goodwill thing that went into effect a week prior to our conversation and that instead of $5777 I would be responsible for $1458. Then he told me I would be charged $45 for expedited shipping on the parts. To date I have not received anything in writing from **** or the company. He told me 2 to 3 weeks on parts with another 3 to 4 days for repair. I have not had my jeep since July when I dropped it off with them. They told me it was unsafe to drive. 

  Business Response

  Date: 10/08/2024

  Hello,

  I follow up with **** today, he said you and your husband now have everything in writing and ETA's and estimates remain the same.  My understanding is everything has been settled with you and your husband in-person yesterday at the store with **** and the service manager.  

  I have asked **** to keep me in the loop as to the parts and when they arrive.

  Thank you

  Customer Answer

  Date: 10/08/2024

   
  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

  Date:09/19/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I dropped my truck off for an oil change but asked them to look further into a noise I had been hearing for awhile. I had them take it in for an entire day for the same noise prior to this and they said they didn't hear anything, so when I dropped it off for an oil change I asked that they look again. Also was having transmission issues, it was clunking into reverse and drive. They found metal in my oil and said that it would need a new engine as the warranty wouldn't allow a fix if metal was found. They had to take the engine down to failure to take pics of the issue to send to warranty to then get an approval to go ahead and order the engine. It went in on 7/25/24 and 2 weeks later I checked in and they said they are in the process of taking it down to failure. During the next 2 weeks he would continue to lie to me and state that he would have the diagnosis "by the weekend" tomorrow" he stated that the tech had it in his stall all week and was working on it, this same lie for 2.5 weeks. Then they just stopped responding to me. Not to texts, calls, and wouldn't return my voicemails. I contacted *** customer service and they said they would expedite the process. Then they stopped communicating with me as well, parts were not expedited and the only way I could get answers was if I drove 20 minutes to the dealership to ask face to face. By the way, they stated I needed a new engine and then all of a sudden I didn't need a new engine just lifters and cam shaft. They said the filter caught all the metal but that doesn't make me feel too confident. They still have my truck, parts aren't in yet and both the dealership and ***************** are ignoring me. They could not offer me a rental or loaner. They said that if the warranty approved the work they could offer me a loaner for 5 days, They've had it for 2 months! With no end in sight. I had to buy another car just to get by while they have it! All while I'm still paying truck payment for it to sit on their lot!

  Business Response

  Date: 09/23/2024

  Hello Mrs ***************** you have had such a long repair process, I spoke with your advisor **** today and he said he has your vehicle repair approved now and the repairs are scheduled to be completed by the end of next week.  **** told me he spoke with you today, he was out of the store for a bit and the person covering his desk didn't follow up with you.  I apologize for the lack of communication, I realize that just ads to the frustration.  I will keep an eye on the progress of your vehicle and have asked **** to keep me updated with his communications with you.  It sounds like we are getting close to the end.

  Thank you for reaching out and making me aware of your situation.

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22310337
  
  I am rejecting this response because:

  I have been talking to FCA customer care but they have been ignoring me too. I wanted to be reimbursed for the 2 months of truck payments I made for my truck to sit on your lot without being worked on. I was not offered a loaner or a rental and had to buy a car to get by in the meantime. I also want some form of warranty for the work done as I was told metal had went through the engine and then all of a sudden the filter caught it all and I now dont need a new engine. My extended warranty is up soon and it makes me very ***** of future problems. I need some form of assurances. This whole ordeal has caused me a lot of stress. 

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

  Business Response

  Date: 10/11/2024

  Hello ******,

   

  **** has informed me that your vehicle is being re-evaluated for a knock noise that is still present.  Once they have determined the cause and solution, that should give us the resolution to your future concerns about the engine.  **** will keep us both informed about the findings and the needed repairs.  We will work with your warranty to ensure you get the maximum benefits they authorize for you.

  Thank you

  Customer Answer

  Date: 10/11/2024

   
  Complaint: 22310337
  
  I am rejecting this response because: I would still like to be reimbursed for the 2 months of truck payments I made while it sat on your lot not being looked at. It was returned to me and paperwork stated no more abnormal noises but it still had the same noise and also seemed slightly worse. Who knows how long the diagnoses process will take yet again, we are back at ********. I have been out of my vehicle for 2.5 months with no solution as of yet and no end in sight. 
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 10/30/2024

  Hi ******,

  Unfortunately loss of use is not covered by the warranty.  

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22310337
  
  I am rejecting this response because:
  Im not asking the warranty to cover it. Im asking the dealership to cover it for lying to me when they said they were taking it down to failure but they werent even looking at it. Then proceeded to ignore all my texts, calls,  and voicemails. 

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

  Business Response

  Date: 11/20/2024

  Hello ******,

  I'm sorry for your frustration, but neither the dealership or your service contract have any coverage for loss of use of your vehicle during the repair process. 

  Customer Answer

  Date: 12/02/2024

  I was only wanting reimbursement for the 2 months that they were lying to me and ignoring me. Not for the entire time the truck has been out of commission. I feel like I deserve some sort of compensation for the crappy customer service and lying. 

   

   

  ****** ****

  AK Love Photography

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

• Initial Complaint

  Date:03/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:02/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:12/06/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date:10/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 Answer

  Date: 10/24/2023

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

  Business Response

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date:07/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 08/07/2023

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