ComplaintsforAnchorage Chrysler Dodge Center

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 11, 2022 at 8:00 am we took our 2014 Dodge Ram truck in to have the heater fixed. We texted them the next ********** said they ran a diagnostic & it needed a new transmission. They said there was lots of clutch material in the fluid. They said they weren't sure if it was covered with our Lifetime warranty & would have to send pictures to find out. After 2 weeks, they agreed it would be covered with the Lifetime warranty. They told us they didn't have all of the parts to fix it & didn't know when they would get them. They called a week later & said the heater core was replaced ($2500). We were told we could come & get the truck. I asked them about taking it before the transmission was repaired. If we drove it & more damage occurred, would it be covered with the warranty. He said it would be & I asked to have that in writing. He said he couldn't do that & I would need to contact ************** ***************). I called ************* & was told they couldn't do that, the Dealership would need to do that. They assigned us a case # (844-95985) & said they would expedite the parts. We chose to leave the truck there until it was repaired, thinking it would be maybe 1-2 weeks at most. With no luck getting help from Anchorage Chrysler, we have contacted ************* weekly. They continue to say they have no ETA on the part. ************* said because of the age of the truck, they are not authorized to assist in a rental. Our truck payment is $536.90 a month and we are required to pay full coverage for insurance. My husband is 72 and I'm 68. We are on a fixed income and can't buy another truck. Last week we received 30" of snow. We really need our truck fixed, assistance in paying for a rental, or a written statement from the Dealership stating they will cover the cost of repairs if we go get the ************** damage occurs while we are driving it. (This shouldn't be a problem because our lifetime warranty should cover any damage).

  Business response

  12/21/2022

  Unfortunately the transmission is still on back order.  The most recent update we have received said it may be available in February.  My understanding is your transmission is not shifting correctly and may leave you stranded or potentially damage additional components if driven, therefore we don't recommend driving it  If you choose to drive the vehicle in this condition it would be at your own risk.  Ultimately your service contract not Anchorage Chrysler would be the ones to determine if they would pay for any additional damage that could occur if you decided to drive your vehicle with this current malfunction.

   

  I wish I had a better solution for you but unfortunately we are unable to repair your vehicle until the manufacture can supply the parts needed.

   

  Sincerely

   

  Anchorage Chrysler

• Initial Complaint

  12/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Starting December of 2021, I started having issues with my vehicle due to parts that are part of a recall. It took them 3 months to check my vehicle, at which point vehicle given back told safe to drive and to bring back in a week, This was in Feb 2022. Brought vehicle back, mechanic told me not safe to drive and it'll be a few months for recall to get fixed. However, per manufacturers website and recall order parts have been available and it would be fixed within 5 days. It is now a year later, vehicle is not fixed. Excuses after excuses. Had to call corporate to begin with due to dealer denying there was a recall while 3 other people with same recall checked their vehicles in while I was standing in line. Now dealership is telling me I need to pay $3800 for repairs that are part of a national recall...and also to fix things that weren't broken before it was worked on. Also per recall I was supposed to be given a loaner vehicle while vehicle is being repaired. Given one for 5 days, Its been well over 360 days.

  Business response

  12/19/2022

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

  The EGR recall on your vehicle is completed now, the additional repairs needed to fix the leaking water pump, oil sludge in the engine, oil leak, and battery is what is remaining and not covered by the recall The other repairs that weren't covered that you authorized are also completed.  The factory water pump still has availability restrictions and is hard to source.  The aftermarket pump you supplied doesn't have both halves and did not cure the leak. Please consult with your advisor **** to finalize details and wrap up *********** process.

   

  Thank you

  Customer response

  12/20/2022

   
  Complaint: 18574548
  
  I am rejecting this response because:
  

  considering I was offered a loaner vehicle for 5 days my vehicle shouldve been fixed in those 5 days. Regardless 10 months to fix a recall when corporate stated parts are available and Im still waiting for parts on the next recall. I purchased parts for which I was told was the water leak problem. Which, was caused by the defective recalled part to begin with and corporate stated in writing that you guys could make that determination. Now Im expected to pay for work that did not fix the problem and all the sudden other parts are available. Lies, poor business practice and pushing the envelope of fraud. Oh and then trying to charge me for parts that are covered under warranty! 

• Initial Complaint

  11/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My jeep died on the side of the road so I had it towed to a local mechanic, they told me that their computer couldn't decipher the error codes and that I would have to take it to a certified jeep dealership to get the diagnosis because only factory certified machines could tell us what the codes ment. I had my vehicle towed to Anchorage Chrysler and was told in order to get the codes they had to replace the starter at ~$1,600. After I approved the repairs and the starter was installed, I was told there was an oil leak and the oil cooler would have to be replaced before they could again tell me what was wrong with my jeep. I approved the oil repairs, they drove the jeep and found a tapping sound coming from the engine, they proceeded to (misdiagnose) my vehicle and stated worse case scenario they had to repair the top end of my engine and my total cost would ****k. I approved all the repairs and was assured multiple times that this would fix the issue and it was "the only available option." I was told the engine couldn't be replaced because they don't make that model engine anymore and that doing these repairs was the only option. Once the repairs were made I paid them, drove home, and the next day my car wouldn't start. I had it towed back to the dealership and about 3 weeks later (with no updates during that time and daily calls made to their office with no returned calls, I was told my entire engine needed to be replaced and that the lower half of the engine was the cause for all the damage and it would cost me another $6.5k dollars to repair bring my total to around $17k. The vehicle is only worth ~18k and when I asked about my options before the initial $10k investment I was told the top end replacement was the only option and that it would fix my car. Dealerships have a monopoly on the repairs because only factory certified computers can diagnose their cars, but they misdiagnosed the cause, costs me more money assured their work and methodology as "experts".

  Business response

  11/30/2022

  Parts are on order to complete the repair, customer is in our rental car until repairs are completed.  Repairs are being completed at the reduced goodwill price we all agreed to.  Customer will be updated by service advisor **** when parts arrive and repairs begin.

  Customer response

  12/03/2022

   
  Complaint: 18458713
  
  I am rejecting this response because: The response does not address their misdiagnosis, nor the fact that the "rental they are allowing me to drive" has expired plates and they cannot seem to come up with a reasonable solution to fix "their rental" without it costing me more money and time.
  
  Sincerely,
  
  *********************************

  Business response

  12/12/2022

  As previously discussed the dealership has followed proper diagnostic and repair procedures and is not at fault for the repairs needed on your vehicle.  I had offered a substantial goodwill to help you with the continued repairs of your vehicle and you agreed to the terms we discussed.  It's evident my goodwill gesture is not receiving any goodwill.  The dealership is not obligated or required to assist with *********** cost. 

  Based on your current accusations my offer of goodwill is being retracted.  Please return our rental vehicle immediately or you will be charged a rental fee of $45 per day and any future repairs will be done at full retail price for parts and labor.   

  Customer response

  12/14/2022

   
  Complaint: 18458713
  

  I am rejecting this response because:
  
  We have a signed contract in the form of the email agreement attached. The contract stipulates that the business will repair my vehicle at the agreed price, and the rental car is included. I understand if future repairs outside the previously contracted services are negated of their assumed "goodwill" cost. 
  
  Additionally, I am currently out of state, returning on ******. "Immediate" return of the vehicle is impossible, and the attached agreement invalidates that request. 

  My attempt to follow the process of "good faith complaint resolution" is why I chose the BBB platform - these rejections via the BBB forum are exclusively related to the Businesses' responses to my complaints and are not a rejection of the agreement attached.

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

  Business response

  12/19/2022

  Unsure where this ends.  Now you want the original deal and the solution that was offered back on Dec 12th that you rejected.  Parts for repair have arrived, please pay your portion of the agreed price and we will schedule your vehicle in for the agreed repair to be completed.  We have a large waiting list for rental cars, if you were traveling out of state and didn't need use of the car it would have been nice to return it while it wasn't needed for someone who desperately did.  Rental cars range from $40 to $100 per day your lack of gratitude towards the goodwill that has been extended to you is frustrating.   

  Customer response

  01/14/2023

   
  Complaint: 18458713
  
  I am rejecting this response because: further conversation will be handled by my attorney.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  11/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So I brought my truck into the dealership to find out what is wrong with it and to get the problem fixed, the dealership failed to find the problem and failed to fix the truck a **** dodge dakota. They also provided me with unexcusable bad service that a dealership should never do ever to a customer once they got paid they just ignored me and the unfixed truck.. I took the truck in because it doesn't start up right or won't start at all at times at first it whent well with dealing with service, they called me several times to approve hours to work on the truck I approved every time and said keep looking for the problem the truck needs to be fixed everytime. I got a call they found the problem after $850 in diagnostic labor. I go in to pay my bill they said it was the pcm it was bad and then told me to just go online and order one and we will install it I thought that was strange they wanted me to order the part but said ok. After I got the part brought it in they said they couldnt install it that day so I did it my self in the parking lot took 5 minutes. The truck had trouble starting but I got it to start drove off and after a while the check engine light came back on. I bring it back the next day and tell them the truck isn't fixed it still doesn't start right, the service guy plugs it into the computer then ******** down the codes that popped up gave it to me and said to ****** the codes and do a little research on it and see if you can find the problem. I told him that's what I just paid you guys for these are the same codes that were showing up when I brought it here that I wanted you to fix, then he said he would reschedule me in. I brought the truck back and they didnt do any diagnostics because they couldnt start the truck and made a work order for o2 sensors I asked if it would fix the truck he didn't answer me I said what if it doesn't fix the truck like the last work I had done he didnt answer that. I talked to management and they just kept ignoring me

  Business response

  11/25/2022

  When we started the repair process **** told our service advisor ***** that he had replaced a few parts and had been looked at by another shop but his 21 year old Dodge Dakota with over ******* miles was hardly running.  Our technicians followed manufactures diagnostic procedures and found faulty outputs from the *** (power train control module).  We swapped ****'s *** with a test *** and the vehicle immediately started and ran. At this point there was no other diagnostics to be performed until the *** was replaced. Unfortunately this part has been discontinued and is not available from our manufacturer.  We explained our findings to **** and alerted him of a possible solution from an aftermarket company who sells refurbished ***'s.  Customer ordered part from aftermarket company and installed it himself.  **** returned after installing that part himself with a check engine light on, vehicle running rough and fault codes for o2 sensors.  These sensors live in the exhaust system and can be damaged when a vehicles fuel mixture is not correct like the condition caused by the faulty ***.  Recommended to **** to replace o2 sensors based on 02 sensor readings and re-evaluating after this part has been replaced.  The o2 sensor readings come from the *** so it is possible the replacement *** or the 02 sensor could be bad but test procedures say to replace o2 sensors based on current test results. 

  Our team is willing and able to help **** repair his car but he is responsible for any time spent and any parts that are needed.  We follow manufacture diagnostic and repair procedures with the goal to minimize the time and parts needed for repair.  We respectfully decline to work on ****'s vehicle for free as we have not done anything negligent.

   

   

  Customer response

  11/25/2022

   
  Complaint: 18441052
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  10/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October 2021, I financed a 2019 Jeep Cherokee through ****** Sales and Services. In July 2022, my car started having issues, I took it to the dealership (Anchorage Chrysler Dodge Center) on 07/05/2022 and learned from the service department that my car needed a new engine due to "water on the cylinders". Today is 10/25/2022 and I have been without my car for ****************************************************************************************** know that the engine was not set to arrive until 11/07/22, but I have been given so many dates related to parts being shipped/received and none of them have yet to result in my car being fixed and back in my possession. The service department has called me with updates but has made no attempt to provide me with a rental or even acknowledge the inconvenience that this has caused me. The replacement of the engine is covered under warranty so I am working with a case manager who tells me that I can be reimbursed for my car payments or provided with a rental car under the warranty but they defer to the dealership about physically giving me a rental. I live in rural ****** where there is no public transportation. I was not able to travel or do many things over the summer without my vehicle and now we are heading into winter and I still do not have a vehicle.

  Business response

  10/26/2022

  Contacted customer to make reservation for rental car,  we will provide a rental vehicle for as long as the manufacture will cover the cost.

  Customer response

  11/02/2022

   
  Complaint: 18313945
  
  I am rejecting this response because: I am still without a vehicle. 
  
  Dealership called me to tell me there was a rental car available on 10/26 and they could only hold it for 48 hours. I called back within 48 hours after making plans to travel up to Anchorage and pick up the rental car, they had given the car away to someone else. I explained that I live 2 hours away from the dealership and am without a vehicle so there are a lot of logistics related to getting to Anchorage to pick up a rental car. The dealership also told me that the engine part for my car was in Washington and should arrive this week (10/31-11/5) but I have been given so many dates that only lead to false hope about when I will have my car back. 
  
  Sincerely,
  
  *********************

  Business response

  11/04/2022

  Hello,

  Our offer to provide a rental vehicle while your vehicle is being worked on is still available.  We can hold a vehicle when available for you for up to 24 hours so you have time to come to the dealership.  Once the repairs are completed we offer up to an additional 24 hours of coverage to give you a chance to return.

   

  It looks like parts we were waiting on have arrived and they will be starting on your vehicle tomorrow (Saturday 11/5/22)  So hopefully your vehicle will be completed around Tuesday or Wednesday if all goes as planned.

   

  Customer response

  11/08/2022

   
  Complaint: 18313945
  
  I am rejecting this response because:

  I left a message for ***********************, in services, on Thursday 11/3 asking for an update on my car as I had been told the previous week that the engine was set to arrive that week.  I did not hear back from anyone, I called multiple times yesterday (11/7) to speak with someone in services and only got voicemails. I eventually spoke with **** at 3pm, he told me that they had not started working on my car and the mechanic would not get to it until today (11/8) and that it would take five business days for the engine to be installed. I have no faith that the dealership will follow through with what they say considering the poor communication and neglectful customer service I have experienced since I dropped my car off in early July. Regarding a rental car, I asked **** about this and he said he would transfer me to the rental associate, I waited on hold for almost 10 mins only to be told the person was not around. Further, I have called and asked to speak with the services manager and have been given the run around, the operator hung up on me when I asked for the name of the manager. I am requesting the service manager call me upon receiving this message. 

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

  Business response

  11/14/2022

  I called and left message for customer today 11/14/2022.  Parts have arrived for vehicle and repairs will begin as soon as tech is able to clear project in stall.  We are currently estimating that vehicle repair should be completed by 11/25/22 or sooner if possible.  Customer is authorized to pick up a rental vehicle from us while the repairs are being completed.

   

   

  Customer response

  11/22/2022

   
  Complaint: 18313945
  
  I am rejecting this response because:

  I was told by two separate employees at the dealership that my car was in the shop being worked on before I went to the dealership on 11/12. When I arrived at the dealership I saw that my car was covered in snow (see attached picture), and had clearly not been moved or worked on. I was told by a manager that my car was being worked on but they had run into another issue, I dont understand how this can be true since it had not snowed in approx 4 days and my car had clearly not been moved and the hood had not been lifted. At this point I dont believe the dealership is being truthful about anything related to my car, I dont believe that the dealership will follow through and have my car back to me by any date that they have provided, because for 4+ months I have been given many dates and yet my car is still at the dealership. 
  

  I received a rental car from the dealership on 11/12, so this part of the issue has been resolved, I will file a separate claim with BBB related to the continued negligence and lack of transparency from the dealership, if necessary. 
  

  Further, I am frustrated that it took me filing with the Better Business Bureau to hear anything back from any of the managers and it appeared that their main motivation for calling me was for me to resolve my case with the better BBB. My car was sitting at their dealership for 4 months before any manager called me, neither of the people I spoke with were even aware of what was going on with my car. Now after reading other complaints on the BBB website, it appears that my story is far too common. 
  
  Sincerely,
  
  *********************

  Customer response

  12/07/2022

  I received a call on 11/23 to say my car was completed and picked it up on 11/25, after the holiday. As with all previous interactions with the dealership, there was zero acknowledgement of the inconvenience caused, no apology or even mention the fact that my car spend 4.5 months (143 days) at the dealership. I hope to never have to do business with this dealership again, and I suggest that others do not leave their vehicle in the careless and unprofessional hands of Anchorage Chrysler Dodge Jeep Ram. 

• Initial Complaint

  08/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 8th, 2022, I had my car towed to Anchorage Chysler Dodge Jeep.Ram, because my car stopped working. I was told by one of the technicians that they would look it over and let me know the next steps. I was assigned a car advisor/representative named ******. He told me that my car's engine needed a new throttle body. He placed the order and told me that the part would take two weeks to come in. I explained to ****** and the service departmen manager, ***** that I still needed to be able to get to work and that this was my "only" vehicle. I asked them , if they had any loner vehicles, but they did not. I inquired about using their shuttle service, but they were unable to take me to and from work. I shared withJustin and ***** that I needed better clarification about the timeframe of the part coming in and my car being returned to me. Several.times, I.called and reminded them that I was paying daily for a UBER. They emphasized that the part should be in two weeks. The part did not come in on July 22nd. After not getting adequate responses,I purchased the throttle body online & delivered it to their office. It was only at this time that the Service Manager told me that "there is a supply chain issue and sometimes the parts can take "several weeks" to arrive in our shop". Well, had I had some idea of timeframe, I could have used the bus, but the dealership did not share "initially" about the issues that they were having getting car parts. My car returned to me on August the 8th. I spent roughly $620 on UBERS. I have all of my receipts and I believe that they should refund me for this cost. I only incurred it, because they never clearly dislosed the timetable of my car being fixed or part being unavailable. I told them multiple times that I could not afford UBER, but that I needed to get to work. Again, I continously stated I need better time estimates. The dealership created an unnecessary finamcial hardship for me.

  Business response

  08/29/2022

  Hello ****,

  Unfortunately your manufacture warranty has expired on your 2015 Jeep Patriot with ******* miles on it, and you don't have an extended service contract that *** have helped with rental car or alternate transportation.  We provide customers with the information given to us by the part supplier at the time of the order and if any updates are provided along the way we pass those along.  ***************************** there are delays that are out of our control as was the case with your part and the part supplier does not cover alternate transportation for shipping times or delays. 

  As an offer of goodwill I would be willing to offer you a $100 in-store credit towards the needed repairs on your vehicle as a concession for your time.

  If you would like to take advantage of this goodwill offer please let me know and I will be happy to assist with that

   

  Respectfully 

   

  Anchorage Chrysler Service Center

  Customer response

  08/29/2022

   
  Complaint: 17750047
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  Customer response

  08/30/2022

  The dealership
  stated, "you don't have an extended service contract that *** have helped with rental car or alternate transportation."
  
  First and foremost, I inquired several times as to if I had an "extended service contract" and no one ever verified that I did not. Nor did anyone, including ***** at anytime share, how that would have impacted my assistance with a rental car or alternate transportation.  They simply told me that they were adding me to a list. I woukd have preffered that they inform me of their process, rules, which they did not.
  
  Second,  if the dealership "KNEW" that my car did not have a warranty why would I need to only have a JEEP manufactured part for my car? Why did they not present the option  "UPFRONT" to purchase the car part online, through another parts store, so that I could have my car repaired quickly? 
  
  The  company was simply trying to make money off of me, by chsrging me $700+ for a part that I purchased "BRAND NEW" online for "$79. The level of customer service that I received revolving around my car repair was poor. They showed no concern about the hardship that they created. Theybwere "WELL AWARE" thatvthe car parts were taking more than two weeks to arrive.  They flatly state this in their rebuttal back to me. And so, why did they not accurately share that timeframe with their customer, so that I could make better, cheaper choices about getting to and from work. My point is thevdealership did not "accurately"communicare about the supply crisiscthat they are experiencing. Thevinformation that they "dodnot" share with me would have been useful.for me to make better decisions. The dealership had me bring my car to them, quoted me an erronously timeframe, when again they were well aware that the timeline has been elongated, by a typically,  additional three weeks. 

   

   

• Initial Complaint

  01/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My truck was showing problems, so I brought it to the dealership to get it diagnosed to see what's the issue. After the service team diagnosed my truck, service people told me 'this & this' were broken, it must be fixed and it'll cost me ($2,050.00) and labor $165.00. So, I told answered "Yes" to fixing the truck.After few days later, the service team called me back and informed Mac that the issues came out last diagnoses wasn't the issues - it's the engine that has the issue. So, I asked, "then how much is it to fix this new issue?" *********** person told me it'll cost me about ($10,500.00) with labor cost of $636.00! And apparently they gave me discount price of $318.00 due to my truck not being able to turn on/start.So they told me to just sell the car to auction; therefore, I towed my truck to my home, which it cost me $88.00. However, what shocked me was... when I opened my truck door & the hood, all the engine parts were layer all over neither put back together nor organized form with a proper notice of my truck's current state.

  Business response

  01/14/2022

  Chan Park declined to replace the engine Reff RO 6062337.  after metal and bearing material was found on MDS Solenoid (likely a lifter/cam failure).  Customer declined reassembly of engine and was refunded $318.00 on 12/28/2021 Reff RO 6062487.  We can re-assemble engine at a cost to customer of $318.00 if he would like to tow it back to us but vehicle will likely not run after as it needs a new engine and will need to be towed back off lot after re-assembly.

   

  Other option would be to replace or engine 

   

  Please let us know how you would like to proceed

   

  Thank you

• Initial Complaint

  12/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an appointment on 30 November 2021, to get regular scheduled maintenance as well as have an electrical issue looked at. On 29 November 2021, I had to jump start my truck. After about five minutes of running the vehicle just shut off and would not start again. I ended up having to get my truck towed to the service center a day earlier than my appointment. I called the service center to just give them a heads up that the truck would be dropped off a day early which they were fine with. Once I got to the service center they said they were extremely busy and probably wouldnt be able to look at my truck on the scheduled appointment. On 7 December 2021, I called and asked for an update to see if they had even looked at my vehicle which they said no. I was told that they would get to it in the next couple of days. At that time I informed the service advisor that I was in the military and was leaving on 17 December 2021 for an overseas deployment to which they did not seem to care and said they would get to it when they could. On 13 December 2021, I asked for another update and reminded them that I was leaving the country. The response I got was that they were going to look at it either that day or the next. I drove by the service center on my way to the airport on ************************************* the same place as when I dropped it off untouched. I feel that every time Ive asked for an update I was just blown off and told whatever it would take to get me off the phone. Now I am on my way overseas with no way to know what is going on with my *********** feel that there will be more damage to the vehicle with just sitting outside throughout the cold Alaska winter.

  Business response

  12/20/2021

  Hi *****,

   

  I'm sorry to hear about your concerns and frustrations, please don't confuse lack of resources with lack of care.  Unfortunately the other Dodge store in town lost 50% of their repair capacity recently causing their customers to have to find an alternate place to fix their vehicles.  Our capacity has grown but unfortunately not big enough and fast enough to handle all our customers plus half of theirs. I'm not trying to make excuses just stating the reality of our current situation.

  Your vehicle has been looked at but we have not been able to get a hold of you as of today.  Please call your service advisor Nate at ************ as soon as possible to authorize needed repairs and update you on future expectations.

  Thank you for your service to our Country.  Half my service team are veterans including the service ***************** Manager, and your Service Advisor Nate.  I do apologize for the delays and will do our best to service your vehicle as timely as possible given current circumstances.

   

  Thank you

*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. ↩