ComplaintsforChampion Chrysler Dodge Jeep

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was taken to Champion Dodge in *******, Al on August 21st to have an engine replaced by insurance. I finally got my car back November 16th & the check engine light came on the next day & was a quart low of oil. Returned to dealer on November 20th & the put oil in ********* additive. Returned 2 more times & was told I had to bring it back & leave it for 2-3 days to fix an exhaust leak & for them to fix the placement of the wiring harness. My car barely made it back to the dealer on March 21st & left it to be repaired. I was called the next week & told it didn't have an exhaust leak but I needed to replace 2 O2 ************ catalytic converter for $2,700. I had to pick my car up on a trailer because it couldn't be drove. After it sat for days, missing income from work & having to buy new parts, we replace both O2 sensors & took the catalytic converter off & found a bolt inside of it from the wiring harness that they didn't repair! That bolt caused the damage to my ************** sensors. I want them to take responsibility for their actions & reimburse me for the repairs, time missed & the fee I had to pay to use the trailer to get my vehicle from them at the dealer & the fee for it sitting in the yard it sat in. All of that totals to $1,500. They refuse to admit they done anything wrong but they are the ONLY ones that touched the wiring harness bolt that was in my converter.

  

  Business response

  04/08/2024

  *************** contacted the dealership for the first time after she hit an object in the road, damaging the oil pan, causing all the oil to leak out and the engine to overheat and cause catastrophic failure. We have never seen the vehicle before this nor did we ever see it while running correctly. After taking on the job which insurance agreed to pay for (we usually do not do insurance work but *************** was very convincing as she was in a bind) we were able to identify many many many prior issues the vehicle had. Her vehicle came in with ******* Miles and not running. We put the motor in and it was running as designed. There were many other issues found and suggested to *************** to fix and she declined the work. The issues that she states were caused by the dealership could in no way be tied to the only work that we performed on this vehicle. They were previous issues. Not only did we offer to look again at the vehicle but we even gave her a vehicle to drive so she would not miss any work. She did not immediately bring the vehicle back. She brought the vehicle back after driving it for ****** more miles (came back in with ******* Miles. 

  Again the previous issues were identified and shown to her that nothing we did could have caused them and showed evidence that they were pre existing conditions. When we told her this, she refused to bring our vehicle back to us, we had to take two of our own employees on the clock and after hours to go and retrieve our vehicle. Mind you, we gave her the vehicle at our expense. 

  The following Saturday, Her significant other shows up to the dealership making threats and disrupting our business. "When I come back your going to have to call the police cause Im goin to jail". This scared many employees and a call was made to the ************************** We were told that if he showed back up to call them for trespassing. 

  While I know that times may be tough and *************** stated she is in a financial bind, this doesn't justify targeting our dealership to fix her issues. 

  Customer response

  04/08/2024

   
  Complaint: 21542613
  
  I am rejecting this response because:

  When the engine was replaced the qiring harness was not put back correctly & the bolt was missing which is the bolt that was in the catalytic converter which caused the issues & replacement needed. I told them to come get thier "loaner" vehicle because I had no way home from the dealership.  My fiancee got upset because we were lied to that the wiring harness would be fixed & it wasn't.  No employees were scared for any reason & that came from an employee there that they wouldn't do anything to fix it because they can get away with it. I need this fixed because the dealership caused the issue with my converter & O2 sensors. Also, they refuse to tell me any information regarding the warranty on my engine that was fixed. 
  
  Sincerely,
  
  *********************

  

  Business response

  04/08/2024

  The Catalytic Converter and 02 Sensors will not "go bad" because a motor was replaced. Actually converters and 02 sensors are wear and tear items that take time ( a lot of time) to go bad. Her car had 169k miles on it, which is concussive of someone having issues with converters and 02 sensors. There is in no way shape or form that the work we performed caused any issues at all. 

  Attached is the original invoice which *************** Signed when she picked up her vehicle. It clearly states there is no warranty. 

  We were not the ones that sourced the motor for her car either. It was her own insurance company which she no longer has anymore. 

  There were many parties in person that witnessed her significant other make threats to specific employees and the dealership. *************** was not even present at the time to see who was here, we have video footage of that as well.

  We will not be participating on any further work to Mrs. ****** vehicle and she and her significant other are not welcome to the dealership. They will be trespassing if they return and the police will be called again. 

   

  Customer response

  04/09/2024

   
  Complaint: 21542613
  
  I am rejecting this response because:
  If you would read the response then you would see that WHEN THE ***** WAS REPLACED THE WIRING HARNESS WASN'T PUT BACK IN THE CORRECT PLACE & THE **** WAS DROPPED INTO THE CONVERTER WHICH CAUSED THE DAMAGE & REPLACEMENT. I want you & the dealership to own up to it & pay for the costs since it was your fault due to dropping the bolt into thr converter. We have video footage. I was present at the dealership & no threats were made. He did say he'd be back to get the wiring harness fixed correctly since it wasnt. My motor has a warranty & no would give me info on it no matter who it is thru! 
  Sincerely,
  
  *********************

  

  Business response

  04/18/2024

  I'm sorry this customer is unhappy with the level of service she recieved from Champion, we have been in business for over ************************************************ our business.  There are two sides to every story so I suggest we arrange a meeting with this customer and the owner of our company to work on a solution. If this is agreeable, then one day the week of 4/22 and sometime after lunch will probably work. I must work the exact time out after discussing with the owner. 

  Regards,

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

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 18, 2023, I took my 2015 Dodge Ram **** in for a side curtain airbag factory recall. This date was an appointment that I had made at least a week to two weeks prior to dropping off the vehicle. Its important to note that I didnt just show up and drop it off. After three days of NO WORD from the dealership to pick up my vehicle, I called and was told it hasnt even been taken back yet that they would definitely get to it over the next two days. After 10 days, I called again told them I was borrowing a car that I needed to return and was told they still had not started the work that I could just come get the vehicle after 10 days with the problem NOT REPAIRED! I didnt want to start the **************** and reminded the service writer how long they have had my vehicle and that picking it up not fixed was not an option I was happy with, someone in the background said it would be done by May 1st before 5:00. It was, my husband and I went to pick it up. I asked to speak to the ** and was told the dealership didnt have one, that I could speak to the service manager from the next door ***** dealership, I said ok and waited. **** came over made a bunch or excuses (staff shortage) I told him that was no excuse as I had had an appointment and he asked if I was offered my vehicle back I said yes, after a week with the work NOT DONE he then became disinterested in what I was saying and said basically thats the best they could have done as they had more important issues with other vehicles that were more important than my factory SAFETY RECALL! Lastly, My husband took the truck left ahead of me and when I went to check over the truck later, that evening I noticed damage on BOTH sides where the work was done. I have provided photos. I would like my vehicle repaired immediately! I would like SOMEONE concerned about the customer from ********************** to contact me!

  

  Business response

  05/30/2023

  We have resolved the matter.

  Customer response

  06/05/2023

   
  Complaint: 20008020
  
  I am rejecting this response because: I received a voicemail from the receptionist. NO! Im not playing that game of scheduling another drop off!  This tells me the dealership IS NOT taking my complaint seriously. I would like to be contacted by the ***** of the dealership, I would like a SINCERE APOLOGY from the *****! Does no one own the dealership? I know they stated the location has no General Manager! This business accepts NO RESPONSIBILITY or and apparently has NO ACCOUNTABILITY to the consumers that purchased very costly automobiles from them! I will not respond to anyone other than TOP MANAGEMENT, so I can know that their poor business practices will be addressed! They stated resolved INCORRECT! I had my vehicle repaired elsewhere and just this week received ANOTHER RECALL! Well CHAMPION of Athens certainly will not get an opportunity to address it! 

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

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have previously filed a complaint regarding the service department: Did not contact Mopar warranty to get approval for warranty work/service for 3 days and claimed that they could not reach the approval department yet when I reached out to Mopar - Champion had never called. This was the 2nd time that this happened with ***** - service manage - (once at the Decatur location and once at the Athens location). After acknowledging that Champion had failed the customer and claimed that someone from ********************** would reach out to me for a resolution and "to make it right", it is now 3 months later and I AM STILL WAITING FOR SOMEONE TO CONTACT ME. I have left multiple messages, ******** comments, etc and no one from Champion will actually rectify this situation.

  

  Business response

  03/09/2023

  We are re-evaluating the circumstances of this case and should have a reply in couple of days.

   

• Initial Complaint

  11/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Scheduled a service repair appointment with Champion for 11/9/22 to be dropped off at 2PM CT to repair a coolant link and rear driver side window issue (glass dropped inside of the door). I dropped vehicle off at scheduled time. On 11/10/22 I called for an update and was told that they were waiting for warranty authorization. I called on 11/11/22 and was told that they were still waiting for authorization but that they hadn't actually spoken to anyone. I called Mopar Warranty myself and was informed that they had never received a call or spoke to anyone from Champion requesting authorization. After much back and forth with the dealership, authorization was requested and approved. At this time, their complete failure to properly do their job and obtain warranty authorization in a TIMELY manner (having had my vehicle for 2.5 days at this point without having made the request!) has costed my additional time and money that I should not be responsible for paying. I have spent many hours - in person and on the phone - with ***** the Service Manager who is responsible for this issue. He has acknowledged that his departments and his own lack of communication is the cause of the problem at hand but refuses to take any responsibility beyond that. This is the 2nd time that ***** has failed to call in a service warranty authorization for my vehicle - first time being in Decatur in July 2022. I have asked that my rental car is covered for the additional days that Champion has caused. Had they called in the authorization request there would have not been a need to have the rental car beyond 11/11/22 but their failure to do caused the vehicle repairs to not be completed until 11/15/22 AFTER the rental was due back. ***** had continually lied and failed to communicate with me, causing me to reach out to Champion for updates. And I have requested that ***************** contact me (4 times on record) and have yet to received any callback or communication from Champion to resolve this.

  

  Business response

  11/16/2022

  We are sorry this customer had this problem, based on what the customer said it sounds like we really dropped the ball. I will do my best to get this issue in front of ************ tomorrow in an effort to make it right.

  Regards,

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

  Customer response

  11/18/2022

   
  Complaint: 18412268
  
  I am rejecting this response because: I have left numerous messages, spoke to ***** the Service Manager in person on 11/16 where he informed me that he spoke to *****************, owner acting as GM of Champion, on 11/15/22 making **** aware that I wanted him to reach out to me to clear this issue up and as of 11/18/22 I have had no communication with ***************** or anyone from Champion on resolving *****'s poor service on contacting Mopar for warranty authorization that resulted in my needing a rental car for more days than should have been needed had Champion actually done their job in a timely manner. The fact that this is the second time that the same Service Manager has failed to contact Mopar for warranty authorization in a timely manner - July 2022 where he NEVER contacted ***** and the repairs have yet to be made though Champion shows where I brought the vehicle in and now in November of 2022 where it took 2.5 days and the customer calling ******************* herself - this is unacceptable. Especially with ***************** avoiding contacting me or clearing this up immediately while it was happening. This man is fully aware of what is going on and has had over a week to contact me and has not. The response from the dealer is that "he will do his best to get this in front of ***************** tomorrow" is such a non-answer. I want this resolved. What should have cost $117 turned $410 because of *****'s failure to call in a warranty authorization. Add in the fact that this is the second time that the same man did the same thing and that the dealership has yet to contact me to resolve this KNOWING WHAT HAS HAPPENED AS IT IS IN BLACK AND WHITE ON THEIR RECORDS is baffling. 
  
  Sincerely,
  
  *********************

  

  Business response

  11/30/2022

  I spoke to ***************** about this matter. He informed me that he has been working with the manufacturer to find a settlement that is agreeable to all parties.

• Initial Complaint

  06/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  New 2021 Durango has been brought here for service, the only dealer to service the vehicle. Since the first oil change, I've been complaining about a vibration. Warranty work was completed at the first oil change. I've brought the vehicle back three more times with the same complaint, no resolution until the last trip when I was told I am now out of warranty. This resulted in me having to go to a different dealer, per Chrysler Care, and pay out of pocket for an alignment and tires. On my last visit, I requested to speak to a manager who ended up raising their voice and telling me, "YOU NEED TO UNDERSTAND...". This was after I politely caught them in a lie I was being told by use of their own computer system. I've attempted to reach out to the dealer a couple times to get a resolution and have been unsuccessful. My last trip I also asked if the vehicle was safe to take on a 600 mile vacation, in which I was told yes. I'll attach a picture of my tire that I was told was safe to drive on.

  

  Business response

  07/05/2022

  BBB,

  I am sorry **************** feels like we have not provided good service to him and his vehicle. Listed below is the documented summary of his visits to our dealership.

  05/28/2021 **** miles   inspection, tire rotation, lube/oil/filter, radio issue and customer complaint of front bent brake rotor. We replaced rotors under warranty.

  09/24/2021  ***** miles   tire rotation, lube/oil/filter

  12/13/2021   13633 miles  tire rotation, lube/oil/filter, recall on radio, customer stated vibration at high speeds (test drove vehicle and could not duplicate vibration, inspected rotors again and found all within specs) customer stated a delay in transmission shifts (unable to duplicate, we did perform a "adaptive reset" under customer satisfaction.

  04/21/2022   18917 miles  tire rotation, lube/oil/filter, factory recall update performed, customer states a shaking between ***** MPH until you apply the brakes. Shop supervisor on two different occasions applied to CDJR (two different levels)  for customer assistance help to replace tires that were showing a lot of ****. CDJR declined assistance on both requests.

   

  Customer response

  07/06/2022

   
  Complaint: 17413236
  
  I am rejecting this response because:

  The dealer that successfully diagnosed the issue wasn't sure why Champion didn't check the alignment, as "it's a basic check". It wasn't even in Champion's response of any tread wear or suggestion of tire replacement. As my original photo shows, Champion approved those tires for a family vacation. Champion jeopardized the Safety of my family and I. 

  Why was Champion unable to diagnose an issue with multiple visits where another dealer was able to diagnose in a couple hours?

  I also noticed Champion didn't respond to the Manager raising their voice telling me what I need to understand. 

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

  

  Business response

  07/11/2022

  It is difficult to determine the time line on any misalignment issues, when it might of occured and the exact causes. At roughly 4K miles the problem was a brake rotor issue that was corrected under warranty. At 10K miles nothing was mentioned of a problem. At 13.5K miles the issue could not be duplicated on a test drive. Between 13.5K and 18.9K miles what happened? We do not know.

  As far as an employee raising their voice.....Our dealership has been in business since ****, we have maintained an excellent customer service rating due mostly to our business practices. We would not condone any behavior from any employee that mistreats our customers.

  Customer response

  07/13/2022

   
  Complaint: 17413236
  
  I am rejecting this response because:
  It still does not justify pushing a repair passed warranty (intentional or the inability to properly diagnose) and letting me drive away on unsafe tires without mentioning replacing them. I specifically stated that i was going on a vacation and wanted to ensure this vehicle was safe. I've complained about the issue on every visit, regardless of what was documented. My last visit (service) proved documents are not accurate at this dealer. The dealer's errors and short comings should not be passed onto a consumer. I've been more than fair throughout this process and will not settle or accept the generic responses that are being sent. 
  Sincerely,
  
  *************************

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