ComplaintsforCullman Chrysler Dodge Jeep

• Initial Complaint

  04/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2-22-23 I took my 2008 Dodge truck for an oil leak. They did diagnostic and called with results and an estimate for repair of approximately $650 to replace valve cover gaskets. At that time I approved the repair. It was completed on 2-23-23 and I picked it up. The invoice number is CHCS227623. Total amount was $690.18. On 3-6-23 I called the service advisor and told him that the truck was still leaking oil and he told me to bring it back on Friday 3-10-23 at 9am. I took it in and the service advisor informed me that it would be Tuesday or Wednesday before they could even look at it so I did not leave my truck. I then called the service manager on 3-20-23 and took it back on 3-21-23 to recheck it for the oil leak. Invoice # is CHCS228307 and they called and said oil was cleaned off from previous repairs because the exhaust cover was ***********. Picked up on 3-22-23 no charge. The truck was still leaking oil the same day I brought it home. I called the service manager back 3-27-23 and was told to bring it in and they would get it resolved. Took it in 3-29-23 Invoice # CHCS228535. I was told by the service advisor that they would have to do further diagnostic to engine and pull exhaust manifold for a new labor charge of $230 at which time I declined. I picked up my truck on 3-30-23. I have made multiple phone calls to service manager to request a refund and never received a call back.

  

  Business response

  04/20/2023

  I have been out of dealership for 3 days this week just returning today. I will research this issue and contact the customer as soon as possible. I will update the case after that 

   

  *********************;

  Service & Parts Director 

  Cullman CDJR

  Customer response

  04/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

  

  Business response

  04/24/2023

  4/24/2023 

   

  I have contacted **********************, apologized for delay in contacting him. I stated our company stands behind our work and our staff, We replaced the valve cover gaskets on his truck, he was charged average price for this repair. All oil leaks have to start with the highest point 1st. I stated that if the valve cover gaskets were still leaking we would repair them at no charge, I also offered that if the leaks were coming from anywhere else we would credit the total amount of the labor he was charged to replace the valve cover gaskets towards any further repairs that would be required to correct the oil leak, basically he would be out the cost of the parts themselves. ********************** agreed that was a fair offer but in his mind our staff didn't know what they were doing and stated that he would not bring the vehicle back to have us make any further repairs, I offered to have another tech look and work on his vehicle, he declined. I feel our dealership has tried to resolve this issue to the best of our ability. The customer has chosen not to allow us to assist him further, that is out of our control. Our dealership considers this matter resloved to the best of our ability and closed. 

   

  *********************;

  Service & Parts Director 

  Cullman CDJR 

   

   

  Customer response

  04/26/2023

   
  Complaint: 19961400
  
  I am rejecting this response because: I did not agree with the offer that the operations director stated. It's unacceptable that I have been to the dealership multiple times for the same problem that was never repaired to start with. The suggested repairs that they are referring to are more diagnostic testing to find out where the oil leak is coming from. This was why I brought my truck in and was supposed to have been done and repaired. The day I brought my truck home from the supposed repair was exactly as it was when I first took it in. The leak was identical and not corrected on all the repairs that I paid for.  I have given the dealership plenty of opportunities to resolve the issue and they do not seem to capable of doing the repairs that are needed to correct my oil leak. I do not feel comfortable taking my truck to continue to search for an oil leak that they should have repaired on the first visit.
  
  Sincerely,
  
  *******************************

  

  Business response

  04/26/2023

  Our dealership has already stated what we offered to the customer and we are standing by that original offer. 

   

  *********************;

  Service & Parts Director 

  Cullman CDJR 

  Customer response

  04/27/2023

   
  Complaint: 19961400
  
  I am rejecting this response because:As stated before I will not continue to use the dealership for any repairs as I feel I am being held hostage to their terms. Their terms are to continue to replace gaskets one at a time until they guess which one is really leaking at my expense. After several attempts this should have been addressed the first time. The only resolution to this is a full refund and that is all I will accept. If the operations director cannot resolve this I will go to the next level if necessary.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Dodge Ram **** ProMaster Van from them a Year and a Half ago, there in Cullman ******* after my Wife Joy passed away here in ********** where we lived...so I bought the Van and decided to travel in it across ******* which I did and had virtually no problems with it during the ****** plus Miles I drove, but when I returned to ******* recently I had my FIRST real Warranty Related problems with the Van, my 2020 Dodge ProMaster Van and now its not driveable as of last Thursday Afternoon when the Transmission got stuck in First Gear and I couldnt go more than 20 miles per hour...So I had USAA Tow it from ********** to Cullman, approximately 50 miles and was assured by the Service Representative there it would be examined and Diagnosed at **** the next morning when they came into work, then they were supposed to call me that day with an estimate of how long it would take to repair it...also I purchased an additional Warranty along with the Basic Warranty at the time of purchase Called Master Tech the Ultimate Option which said it Covered ANYTHING that could go wrong with the Vehicle within ******* miles or up to March of ****! Now, that additional fee of approximately $40 per month (or more) I have been paying along with my Car Payment and HAVE NOT MISSED ONE PAYMENT nor Have been late with my Car payments! They know this and the Representative there (*****) told me the transmission is Covered Completely AND the Warranty says it would pay for a Rental Car up to 8 Days and $35 per day reimbursement but so far NO HELP from ANYONE there or at Dodge Headquarters in *******...I live in that Van but now I AM HOMELESS and am having to pay $60 per day for a COMPACT CAR Rental from Enterprise Rental Cars here in ********** but it has to be returned tomorrow by 12 Noon..Ive made TWO CALLS to ******* and 5 Calls to Cullman Chrysler Dodge but NO HELP to date, almost OUT OF FUNDS now! Please Help Me! Im a Retired Air Force Pilot (Combat Vet)************ Thanks!

*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. ↩