ComplaintsforHallmark Chrysler Dodge Jeep Ram

• Initial Complaint

  07/31/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I spoke with a salesman regarding me selling and purchasing a new charger **** Pack. The salesman was calling me on his person cellphone because he stated he couldnt say very much on the work phone. He advised that I could purchase the new vehicle at the base price of 50k. I went into *** Burke Dodge on Sat July 29th. The information provided to me was totally different. He kept walking off and coming back telling me what his manager told him to tell me. I asked to have the manager come over and explain to me what he was saying because what he was telling me wasnt making any sense. He advised they would pay my car off and give me an 3k incentive on the new purchase. After me telling the salesman that I wasnt paying 900 for a car note and asked if he could go and get the manager to let me know how much they would give me if I just sold my car to them. The salesman came back and said 28k but I have to do it today or he couldnt help me. The general manager *** came over and I started to explain that I was trying to get the amount they will pay me for my car. *** told me that I have to sell my car today in order to get the 28k. I explained that I thought that when a appraisal is done and amount is given, the appraisal is valid for 7 days and within a certain amount of miles. He told me no. I would have to come back Monday to have my car reappraised to sell it. I told him that I had never heard of this before. He asked me to leave the store and walked off. As a customer, neither him nor his salesman exemplified great customer service. I would have loved to sell my call to them but after the services that was provide I would never do business with *** Burke. I would like to have someone from the corp office reach out to me and discuss this matter further. This is not the type of leadership a company needs to have to represent them in any way

  

  Business response

  08/14/2023

  We have worked with the customer and ********************** has purchased a new vehicle.

   

   

• Initial Complaint

  06/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I took my 2019 jeep wrangler sport S to *** burke jeep service **** last week for a minor leak around the transmission fluid pan and the transmission is still under manufacturer warranty. The service adviser ****** told me it could be an oil leak or transmission leak and to diagnose the issue he will charge me 175 dollars plus . So I dropped off the car early in the morning as my appointment stated . ****** who is very rude and who has the worst attitude and the worst customer service quality never called me as he promised and I waited till 4 pm and I kept trying to call the service **** who never answers their phones and after several attempts I reached ****** who said that they dont know whats wrong with my car no he wants to add dye to my oil to see where the leak is coming from . Talk about incompetence and unprofessionalism and laziness . He never called me to let me know what they came up with and I wait a whole day trying to reach him and then very rudely he tells me they dont know what is wrong with the car and the car is still under warranty as far as the transmission. So I told him I will come to pick up my car and I will take it somewhere else where they know what they are doing and have some real good customer service quality and competent people. This is a very poor run service **** with huge issues in ****** bad attitude and unprofessionalism and very poor customer care quality. They kept my car for whole day without even calling me to let me know what the diagnosis came up with . I want higher management and the owner and general manager to call me and explain to me why I was treated in this bad and unprofessional way and why my car was not repaired

  

  Business response

  06/19/2023

  We have reached out to the customer and are working with him on a resolution to his satisfaction

  Customer response

  06/22/2023

   
  Complaint: 20188545
  
  I am rejecting this response because:Nothing has been done yet . I still have the issue with my car and it has NOT been repaired or resolved yet by *** Burke jeep . I talked to the service manager *** and he suggested for me to bring it so they can check it . But until today the car has not been repaired yet so I can express my satisfaction or NOT . So please keep the complaint open until a real resolution has been done and I stress that my 2019 jeep is stilll under manufacturer warranty as far as engine and power train 
  
  Sincerely,
  
  ***********************

  

  Business response

  06/23/2023

  We invited the customer to bring the vehicle back for review and it just has not happened.  Upon receiving this today We reached out to the customer via a text to his cell phone and he was offended.  He requested not to text him again but requested him to call on Monday.  We will honor that request.  We also agree the complaint needs to remain open until we have the opportunity to make the repairs to his satisfaction - if applicable.

  Customer response

  06/26/2023

   
  Complaint: 20188545
  
  I am rejecting this response because:this person called me while I was at work and I couldnt answer and he sent me a very rude and unprofessional message . So I texted him back and told him NOT to ride to me as if I am his worker . I am a Pharmacist and when I am at work I cannot answer or call anyone. I asked him to call me on Monday but he never did 

  . this is a very poor quality customer service. *** is a very rude person and in fact all the employees at *** Burke jeep are unprofessional and rude and unhelpful. 
  *** did not follow up on my request for him to call me on Monday and the only time he calls is when I answer to the BBB 

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

  Customer response

  07/07/2023

  I did respond to this case last week and I responded that I am NOT satisfied with the business 
  The business has NOT contacted me and he never called on Monday as they claim . I was still waiting for them to repair my car since it is still under manufacturer warranty as far as the transmission. This is a very poorly run service **** with very poor quality management. They did not follow up with me and they did NOT repair my car and they claimed that they dont know where the leak is . I havent heard from this business do the last 10 days and their claim is false because they never called me on Monday . The service manager was harassing me while I was at work about 2 weeks ago and I told him to call me on Monday my off day but HE NEVER DID . HE NEVER CALLED ME OR FOLLOW UP ON REPAIRING MY CAR . This is a dishonest person and business. *** Burke jeep is a very incompetent service department and incompetent employees
  Please reopen the case because it has NOT been resolved yet 
  **** Matalka 

  

  Business response

  07/07/2023

  Below is our line of action taken By our Service Director *********************:

  Sent text on 06/19/23 and customer called me back on my cell phone.
  We discussed the issues at hand, and I gave a suggestion of a corrective action.
  Customer said he would think about it and call me on on Wed 06/21//23
  Customer Never called he did however update the case with BBB.
  I text customer on 06/23 and asked him to call me when he was available.
  Customer text back and said I was harassing him and he was busy call him back on Monday.
  I called him on 06/26/23 and left a voicemail on his cell phone at ************

  We cannot help with repairs on the vehicle unless it is returned to the Dealership.  

  Customer response

  07/08/2023

   
  Complaint: 20188545
  
  I am rejecting this response because:this service manager is a very unprofessional and rude and unfriendly person and also incompetent person that doesnt know how to deal with people. This service **** and dealership *** Burke jeep is the worst business to take your car to . He texted me as if I was one of his employees in a condescending way and this unacceptable and I am way above this . I will make sure that everyone knows about this very bad experience and the car is till not repaired and I will be complaining to the **** AND jeep 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My car screen started acting crazy and kept popping up change clock and every time I try to exit out it pop right back up and make sound and would never stop. At one point I could not even touch my radio because it would not do anything. On 11/09/2021 I decided to take my car to *** ***** service department to see if they could take a look at to see why my screen was acting up ( at the time my mileage was around XXXXX). When I arrived I approached ******* ****** one of the service men in the garage and told him what issues I was having with my screen. He advised me they would take a look at it and see if it could be reprogram and if not then it will have to replaced. I stayed for them to take a look at my car Mr. ****** came back and told me that the screen will have to be replaced and he was about to send over the paper work so it could be ordered and he would give me call once it came it. When I go to *** ***** for services on my car I work ****** ******* but on this day unfortunately he was off. 11/17/2021 ****** called me to ask me what was going on with my car. I advised him that I was having issues with the screen and I was told by Mr.****** that my screen was going to have to replaced. Mr. ****** stated the he was going to check to see if the order has come and was going to call me back. Mr. ****** did call me back that same day and said the screen is not, but has been ordered. 12/10/2021 I decided to call *** ***** to check see if the screen has come or when do they think it would be was not end. Mr.****** came back a couple of minutes later and said " oh we can't write it off you are still going to have to $100" he never gave me a reason why. I asked Mr.****** can he track the order to see where it is since it's been two months and it's still not here. Mr. ****** made and another call to check since I asked him too. When he got off the call he stated the order was never made on 11/09/2021 and he going to make the order now.

  

  Business response

  02/15/2022

  Business Response /* (1000, 5, 2022/01/26) */ Customer has been contacted. The radio is now ordered and was ordered in November-unsure the reason for the oversight happening. It was tired to be ordered the 17th of this month but we needed the serial number on the radio which we obtained today. The customer is working from home so we advised that when the radio comes in we will pick up the vehicle and deliver it back once repaired. We are also waiving the $100 deductible.

*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. ↩