ComplaintsforEarnhardt Chrysler Jeep Dodge Ram

• Initial Complaint

  05/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a 2018 Jeep Wrangler that has been sitting 51 days in service ***** at Earnhardt's in Gilbert, AZ. The engine is sitting in pieces waiting for someone to do something? I have made calls, talked with service manager, service advisor in person, phone and texts. I have filed a claim with Chrysler in attempt to try and get this resolved calls and emails. I am now not getting return calls or emails from the claims department. I have requested reimbursement of car rental fees that I have incurred of $2264.00. Earnhardt refused to cover more than 7 days of rental, so above fees I have had to cover. All I get from anyone I talk to is that their hands are tied and they can't get warranty company to respond back to them in a timely manner. 51 DAYS AND COUNTING!!! How should this ever become the customers problem and cost me money when it's their business problem? I believe service ***** ignored the engine problem with my jeep that had been brought to their attention multiple times- allowed it to go over manufactures ****** warranty and now extended warranty does not want to cover it. No one wants to do the right thing and fix my car.

  Business response

  05/12/2023

  This correspondence shall serve as Earnhardt Chrysler Jeep Dodge Rams (ECDJR) response to the above-reference complaint.  ECDJR can confirm Ms. ***** vehicle is currently down and waiting for authorization from her warranty company, MVP, for the necessary repairs.  ECDJR understands Ms. ***** frustration.  ECDJR has done all it reasonably can to assist ************ in getting the repairs authorized from her warranty company:  It has followed MVPs policies and protocols with requesting authorization, cooperated in a physical inspection and submitted follow-up information.  ECDJR has also followed up with MVP representatives multiple times in this matter, verbally and in writing.  ECDJR has also involved the *** in hopes of assisting in getting this matter resolved. However, MVP has not been responsive since 04/19 when it indicated,without further explanation, it intended to conduct yet another inspection.  ECDJR has and will continue to diligently follow-up with MVP and ************ and do what it can to assist her in getting her claim and the repairs to her vehicle resolved.

  Customer response

  05/12/2023

  I need more concrete proof that something is being done. We are working on it is the same thing Ive been hearing for almost 60 days now. 

• Initial Complaint

  04/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my 2017 ************* back in June 2022 with an extended warranty. In September of 2022 over the Labor Day weekend my Jeep overheated. I brought my Jeep into the Jeep dealership in *********** ** and was told they didn't have the part. I then took my Jeep back to the dealership where I purchased it to see if they could fix it. They weren't able to replace the thermostat and told me it was on back order and that they would call me to come back in once they had them in stock. I asked them if my Jeep was safe to drive without the thermostat and I was told in the cooler temps, yes. I've called to check on my thermostat several times and each time I'm told that they are still on back order and they do not have an ETA. There are 2 things that I am concerned about, 1. the temperature here in ** will be in the 90's next week, and will be over 100 soon. This is my daily driver and once those temps heat up I will have no way to cool my engine and it will overheat which will result in damage to my engine. 2. my tags are due in June and I wont pass emissions with the check engine light on. This is not acceptable. As it is, I feel that I was taken advantage of when I purchased my jeep, I traded a 2015 Dodge Challenger, 2012 **** F350 truck and a 2012 34' travel trailer for my 2017 jeep and was only given a fraction of what they were worth and I still owe around $10,000. The dealership definitely got the better deal. I just called Chrysler care and they opened up a case #******** and said I would hear from someone in 2 business days. I either need to have my vehicle fixed or they need to provide me with a loaner till they have the part or they can take my Jeep back and trade it for another one that is equivalent to mine. Chrysler care also informed me that my Jeep is still in the previous owner's name, even though the dealership did all the paperwork for me.

  Business response

  04/20/2023

  Earnhardt Chrysler Jeep Dodge Ram (EGD) acknowledges ********* concern.  EGDs Service Director has reached out to ************ directly via phone and email to address the issue at hand.  EGD has since been able to resolve the issue by working with different vendors to obtain a Thermostat.  The thermostat will be available in the next 2-3 business days.  EGD is awaiting to hear from *********** to schedule a time that conveniently works for her to replace the Thermostat. 
  
  EGD denies any violations of law or any other wrongdoing in this matter, nor could ************ allege, that the dealership has violated any laws or regulations. 

  *********************/Authorized Representative of the dealership

• Initial Complaint

  01/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a new Jeep Wrangler from Earnhardt's Jeep located in Gilbert and there was some wheel damage that needed to be repaired. I have an additional protection package that will repair damage like this, at no cost to myself. Earnhardt's Jeep scheduled a service appointment with the provider of wheel repair they use, The Paint Shoppe. The Wheel Tech, *************************** repaired the damage. I noticed, **** missed some damage, and when I called him, at about the next day, and asked if he could fix the missed damage, he said, he would have to charge me 150 dollars. I told ****, I would reschedule another appointment with Earnhardts to get the damage repaired at a time convenient to my schedule. After about a week, I noticed the initial damage that **** repaired, was visible again. I called Earnhardt's and scheduled another appointment with Earnhardt's to repair the damage again. The damage was repaired again, and when I went home and did an inspection of the wheel, I noticed there was still damage present. I called and spoke with ****, and it was a confusing conversation. **** initially said, he stands behind his work, and added, he can come to my home to repair the damage. When I asked **** to schedule a time, he said, he could not come to my house, and again, he said, this repair would cost me 150 dollars. At that time, I told ****, I would speak with Earnhardt's reference this repair. The first repair was completed about three/four weeks ago, and the second repair was completed on 12.26.22 Thanks,******

  Business response

  02/01/2023

  Earnhardt Chrysler Jeep Dodge Ram (EGD) acknowledges ****************** concern.  EGDs General Manager, has reached out to **************** directly to address the issue regarding ****************** damaged wheel.  EGD is awaiting to hear from **************** and his availability for EGD to repair the damage. Therefore EGD, encourages **************** to reach out with a time that conveniently works for him.  EGD denies any violations of law or any other wrongdoing in this matter.
  

  *********************/Authorized Representative of the dealership

  Customer response

  02/01/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Madi,

  There seems to be some confusion, reference complaint #********. This completed was not completed against Earnhardt's Chrysler, Jeep, Dodge. My concern was with the Paint Shoppe, and their employee, ***************************. I spoke with ************************* this afternoon, and I am completely satisfied with his actions.  Madi, if possible, can you please update your records to indicate the correct information. If you have any questions, please reach out to me via email or phone. My mobile # is ************

   

  Thanks for your time and efforts,

   

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

  
  

   

  
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  11/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my vehicle in for overheating due to a coolant leak, and they sent a text saying coolant was leaking from one part, and coolant and oil was leaking from another. I called for 4 days and left multiple messages trying to get ahold of anyone to ask some questions, nobody could be bothered to answer the phone or return any of my messages for nearly a week.Once I was finally able to speak with someone, I approved the replacement of the part they said was leaking coolant and asked for a picture of the part they said was leaking both oil and coolant, because the part in question would need to have a very large crack to be leaking both. 2 days later I get a text of them just opening my hood and taking a picture of my engine, not the part in question. I call to tell them that the picture was obviously not helpful and try to get more information on what specifically the tech said.Now they tell me that after reading the tech's notes, that it's just leaking oil, not coolant. I ask them to doublecheck with the tech again, but if it's just oil I will look at it myself.They say all good, so I come and pick it up. Before I leave I pop the hood and take a look, and notice they didn't even bother to add coolant to the vehicle, it has the same old coolant at a very low level that I had it towed in with. I had a small amount with me and only needed to go a handful of miles so I figured it would be fine. Barely made it home and it was overheating again, coolant leaking from the exact same place, so I have it towed back to the dealership.They now tell me the part is not leaking oil and only leaking coolant, so I ask to speak with a supervisor and **** gets on the line. He was immediately interrupting, argumentative and condescending. He refused to take ownership of a single issue and actually said to me, "The details don't matter, we told you the part was broken and you should've paid to fix it."I asked if I could speak with a manager, he said one would call me. I waited a week, nobody called, I've called two more times, nobody answered, meanwhile they've had my vehicle the entire time.

  Business response

  12/02/2022

  Complaint #********
  Earnhardt Chrysler Jeep Dodge Ram (EGD) acknowledges Mr. ******* concern. EGDs service
  department worked on diagnosing the issue under the supervision of the service manager and was able
  to diagnose the issue from the multipoint inspection that the oil cooler was leaking oil and coolant.
  After a thorough explanation and being presented a copy of the original inspection, EGD advised Mr.
  ****** to replace the oil cooler and that the leaks were present from both coolant and oil from the oil
  cooler. EGD offered to repair the leaks and **************** kindly declined.
  EGD denies any wrongdoing in this matter, nor could **************** allege, that the dealership has violated
  any laws or regulations. If **************** would like to continue working with EGDs service department,
  please contact them at ************.
  *********************/Authorized Representative of the dealership

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my 2018 Dodge Journey into servicing with Earhnhardts twice in 2021 July . I complained about the transmission while my car was under warranty to repair it . They never repaired the transmission they repaired other things. Presently, as of May my transmission died and they only want to pay out $2000 out of $5300 they are charging me to replace it . The car is no longer under warranty over ***** miles . I want them to replace my transmission and cover it in full due to I had taken it to servicing with them twice with transmission complaints and they never resolved them now I have this huge repair cost that I asked to be resolved while it was under warranty. I have sent to the Director of servicing there and no response we are going on a month.

  Business response

  06/27/2022

  Earnhardt's Gilbert Dodge has reached out to ****************. **************** specified she made the complaint with the incorrect dealership. Earnhardt's Gilbert Dodge can confirm that **************** has not been a customer. 

   

  ****** De Los ******/Authorized Representative of the dealership

• Initial Complaint

  05/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased my 2018 Jeep Grand Cherokee brand new in Oct on 2018. I paid Cash. I had a warrant for 3yrs or ****** miles which ever comes first. While my warranty expired in oct on 2021. Ive always had an ** issue which was always told to be said nothing was wrong. Last week my ** total stopped working after a rep called me about see if I wanted to do a trade on my Jeep which I declined. I made an appointment to take in my Jeep to see about the ** and to remind them this has been going on for 3 yrs, which the new service gal had seen in the data info on the issues. Long story short. I was text a price of $1011.49. I called to try and speak with my advisor which I couldnt get in touch with so, I spoke with a manger and he informed me that the motor blower Resistant had gone out and because we live in Az thats common for all cars or trucks. Im kinda dumbfounded because Ive been having issues since day 1, And now I have no warranty and Ill be stuck paying this high fee outta pocket, I feel this is wrong because its been an ongoing issue and they kept saying it was nothing wrong. I finally spoke with my advisory and she quoted I was afraid to call you with that news. So now I have to figure out how to pay that or drive around in my 4 yr old Jeep without air in a 100 and something degree weather. I just dont understand the logic to this! Please help!

• Initial Complaint

  05/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The spoiler and top brake light detached from my 2014 Dodge Durango when I was driving on the ******************************************************** on May 5th, 2022. I was in lane 1 when it came off and flew behind me. I saw that it did not hit any other vehicles and landed in the emergency lane to the left of lane 1. I brought my Durango to the Earnhardt's Chrysler Jeep Dodge ********************** in Gilbert, ** on 5/19/2022 to have the spoiler and top brake light replaced and they said they are not responsible because it is out of warranty. I looked up online that there is a recall for this part which can detach while driving on the 2021 Dodge Durango but there is no current recall for the same problem on the 2014 Dodge Durango. It is the responsibility of the car manufacturer and dealer to sell a vehicle that will not have parts of the car fly off without warning causing a safety and road hazard. I am the original owner of my 2014 Dodge Durango. I have owned other vehicles for longer periods of time that did not have parts detach without warning and cause a road hazard and safety hazard to other vehicles. The defective part needs to be replaced by Earnhardt's Chrysler Jeep Dodge Ram.

  Customer response

  06/04/2022

  There is no attached response from the business in this correspondence from the BBB so I dont understand what Im supposed to be responding to when I was not given an attached copy of the response from the business. I need resolution for this defective product that was sold to me as vehicles are not supposed to lose parts and cause road hazards.

  I will be calling the BBB to speak to someone regarding the fact that the business response was not attached to this notification to me.

  Thank you,

  ****** Garces 

  Business response

  06/07/2022

  **************** does not allege, nor could she, that CDJR has not violated any laws or regulations or committed any other actionable misconduct.  **************** is asserting that the issues related to the detaching spoiler and brake light on her 2014 Dodge Durango are due to a manufacturing defect. And Ms. ******* other complaint is that the necessary repairs for these issues should be covered by her manufacturers warranty also an issue properly directed at the manufacturer.  When **************** brought her vehicle to CDJR following the aforementioned incident CDJR conducted a thorough search of potentially applicable recall notices, but none existed. (The National Highway ***************************** (NHTSA) currently has a recall for some 2021 Dodge Durangos where the rear spoiler could detach and become a road hazard, but this recall does not affect ****** 2014 vehicle.)
  
  Accordingly, **************** complaint is properly directed to Stellantis, the manufacturer of her 2012 Dodge Durango.  **************** may contact Stellantis directly at ************.

  Customer response

  06/09/2022

  I realize it is out of warranty. I am declaring that the product is defective. The spoiler should not detach at a random time without warning from any vehicle ever. 

• Initial Complaint

  05/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been receiving a lot of emails from this dealership about purchasing a vehicle. I have replied asking to be removed 4 times. I have unsubscribed 4 times. Still they ******* continue to email me. This is ridiculous. At this point I'll never buy from them again purely over this! I love my service rep. *** the sales department is destroying the dealerships name! If this doesn't get me resolution I'll be fine with the *** next!

  Business response

  05/23/2022

  Earnhardt Chrysler Jeep Dodge Ram is aware of ************* concern. We appreciate his bringing it to our attention and for working so cooperatively with us in resolving it.  **************** promptly contacted ******************** upon learning of his concerns and, to the best of our knowledge, those have been resolved.  ******************** should not receive any further marketing emails from Earnhardt Chrysler Jeep Dodge Ram. 

• Initial Complaint

  01/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a new 2022 Wagoneer series III 4X4. We took ownership of it on 12/31/2021. The following day we stated to program the vehicle and ran into some issues: freezing screen, software error code, assistant button not working as well as the sos, long scratch into driver door, driver passenger seat (back) stiching not good, no built-in 4g LTE wifi hot spot, which standard equipment. We took the vehicle back the next day on 01/01/2022 to state that the screen was freezing and there is no wifi function. While we did receive help from our saler to reset the freezing continue to happen. We did receive calls from the top management about the vehicle and I stated the issues above. Told them I can come in on 01/04/22 to have issues addressed. On 01/07/22 I got in contact with Wagoneer customer service and on 01/10 was given case manager Minoche (case # ********). While I have been in contact with both earnhardt ***** by text and phone), I was also in contact with Minoche. When issue of wifi could not be address earnhardt tech. They were in contact with wagoneer on a number of ocassion with the engineers and they still could not help with a resolution about the function of the wifi. I did ask Minoche to request replacing the same model vehicle that had a wifi function and the individuals that she much send request to denied it, stated that it did not fall within the scope. called again to request another for replacing the missing wifi function with 4 seat entertainment plus BluRay/DvD. Was told on 01/27/22 that the request was denied with the statement that if the vehicle wasn't already equipped with it then they cannot approve. Which I found hard to believe, I did ask her then what are these individuals trying to offer us in replace of the missing wifi. The respond was two different warranties which one of them we have, while the other one did not seem reasonable. The last offer was a monthly car reimbursement which did not state the length of this reimbursement.

  Business response

  02/15/2022

  Earnhardt Chrysler Dodge Jeep Ram (CDJR) is aware of the ***** complaint.
  CDJR can confirm that ***** brought their new Jeep Wagoneer to the dealership on or about
  January 4, 2022, complaining of alleged manufacturing-related issues, the entertainment system
  in particular. CDJR can also confirm that it has been working diligently with the manufacturer,
  Stellantis, to assist ***** with diagnosing and resolving these issues. At present, CDJR is
  awaiting further direction and instruction from Stellantis with respect to potential resolutions to
  these issues. CDJR will continue to work with Stellantis and ***** to attempt to resolve this
  matter.
  ***** does not allege, nor could they, that CDJR has committed any violations of the *******
  Consumer Fraud Act or engaged in any other wrongdoing. Instead, because manufacturing
  issues are the source of Lopezs complaint, their complaint would be more properly directed
  towards Stellantis.
  CDJR remains in communication with ***** and Stellantis regarding this matter, and we
  encourage them to contact the dealership if they have questions or concerns.
  
  ****** De Los ******/Authorized Representative of the dealership

  Customer response

  02/15/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** & ***********************
  
  I do understand that Earnhardt techs have be doing there do diligence in getting the issues resolved. Our complaint was more so for jeep Wagoneer which there is no good information for this to be directed to. I did receive a call from the ******************* that our file has been escalated due to unresolved issue at hand. As of now I am satisfied that the issue has been moved up and in helping Earnhardt techs to a resolution in our matter. Please understand that when purchasing and putting x amount of money you expect it to work. Thank you

  
  

• Initial Complaint

  01/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/22/2022 at 8:30am, i came in for fuel injection service with service advisor *******************. After leaving the service department paying $250 everything was fine with my vehicle as i brought it in, next day (1/23/22) my vehicle engine light indicator appeared on my dashboard, nothing showed prior to taking my vehicle to them not until next day this light appeared. i had no major problems with lights on my dashboard since owing vehicle for 5 yrs. I contacted **** next day sunday which service department is closed, left a voice message Im waiting on return call. This amazes me if they make me liable for something that their fault being how i had no prior problems with indictor this entire time unless its regarding oil levels are low what brought me in for oil service in December. I contacted dealership on 1/24/22, after i speaking with receptionist ******* who told me to bring in vehicle to ****, once vehicle at dealership someone would run diagnostic to see what sensor is the problem, if caused by dealers then theyll fix it if not Im responsible for $175 for test, vehicle was brought in about 10:30 after the looked over vehicle, **** stated its sensor issue P0520, as vehicle was driven away from dealer lights reappeared again, i do not understand why the dealership is not paying for something thats their fault, they intentionally caused my sensors to come on only to have me pay additional money. This is how dealerships ******* people out of money , i know my vehicle didnt have lights or problems when i brought in my vehicle to them for service this is not only time problems are caused by this dealership only for them to blame customers at fault oppose to them blaming their tech for errors. Highly worst customer experience

  Business response

  02/01/2022

  Earnhardt Chrysler Jeep Dodge Ram is aware of Ms. ********* concern. The service manager has reached out to the customer to bring the vehicle in to be diagnosed. Although Earnhardt Chrysler Dodge Jeep Ram does not admit any wrongdoing, for the inconvenience and to provide good customer service, the dealership repaired the vehicle at no cost to the customer. Ms.********* concern has been resolved to the dealerships knowledge.

   

  ****** De Los ******/Authorized representative of the dealership

*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. ↩