ComplaintsforFremont CDJR Service Center

• Initial Complaint

  05/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2/22/2023, I brought my 2015 JEEP cherokee for emission recall U90. This recall replaced catlytic converter to a new one. This vehicle drives well before never got any problem. After only two trips to office, my vehicle heat hose broken abruptly on the high way, while smoke from engine bay and over heat alarm. Towel the car home and called Fremont CDJR; they could not schedule urgent appointment till May 2023 so I had local mechanics check out the problem and was verbally told as the heat hose usually lasts 20 year this looks like got brutally 'wrenched'. Since I work remotely most of time and this happened two weeks, which I only put extra 60mile on the vehicle, after the recall service. This must be associated with the recall service, which is the only one that touch the engine bay. So I complained this to the CA ****** of ********** Repair; they sent investigator to check out the vehicle; after investigation, both the investigator and Frremont CDJR called me; Frremont CDJR said that they would repair the problem with no extra cost. But my vehicle is already on the lift at local shop and they have put the new host on. It is too late to get the vehicle off the lift and pull off the new host. So I did not get chance to have the vehicle repaired at Fremont CDJR.But Fremont CDJR insist that they would only repair but do not reimburse my cost of repair at local mechanical shop.I am seek solution to reimburse my cost at local mechanics shop for labor and parts. Thanks

  Business response

  05/18/2023

  To whom it may concern,

  Unfortunately, performing a safety recall to replace his catalytic converter which is underneath his vehicle has nothing to do with the heater hoses that are up top near the firewall going bad. Normally, hoses will deteriorate from the inside out and, in some cases, we can't tell unless it's either swollen or already leaking. Also, the vehicle has not been to ** in ****** miles, where we could have prevented this by our safety inspection or preventive maintenance. It looks like what most likely caused his heater hoses to go bad is due to worn out motor mounts, which we saw on our safety inspection.

  Customer response

  05/19/2023

   
  Complaint: 20051855
  
  I am rejecting this response because:

  1.  2015 Jeep Cherokee catalytic converter is NOT underneath vehicle. It is inside the engine bay as illustrated in new attached photo.  If I am not a technical person, I may bluffed by this simple lie. But when I read this fake explanation from a professional, I feel shame. 

  2. The broken heat hose is closer to the engine than the firewall as illustrated again in the new attached photo. 

  3. From research, these heat hose usually last for 20 years per  specification says. My vehicle is only 8 years. It is less than 50% of its lifetime yet. 

  4. My vehicle 60,000 miles maintenance was done at ************ Broadway CDJR dealership. Are you pointing finger at your peer and blaming others?  

  
  Sincerely,
  
  YJ 

   

• Initial Complaint

  04/09/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I purchased a vehicle, Land Rover Discovery Sport, on 3/28/23 from Fremont Chrysler Dodge Jeep Ram (CDJR). Fremont CDJR failed to disclose the following vehicle damages: missing emblem the letter "I" in Discovery, cracked & loose front car grill, and a chip on the front windshield. Note, the vehicle was delivered to me on 3/29/23. The car was driven from Fremont to *******, **, 73 miles by a dealership employee. I am not sure if some of the damages occurred during the delivery or if there were pre the sale. I notified the dealership of the damages immediately after the delivery of the car.I was promised by ***, the Salesperson, ****, the Finance Manager, and General Manager that repairs would be taken care of at no additional cost to me. Note I was clear when I spoke to all three that if repairs/parts were not going to be replaced, I would return the car as I was within my contract cancellation period. Again, all three assured me that the repairs would be taken care of at no additional cost. However, once they received the payoff check and we were passed the contract cancellation period, they stopped all contact with me & stopped taking my calls. I lost my right to cancel the contract because of the dealership's false promises that repairs would be taken care of without a cost to me. This has been a very stressful situation for me because I am not able to drive to the dealership due to the distance and not knowing if I will be seen or if they will be there; they are not taking my calls; I'm told they will call me back, yet I don't receive a callback.Although these repairs/replacements do not appear in the Due Bill, I was verbally told it would be taken care of by Fremont CJDR. I also have text messages from the salesman and the Finance Manager that support what I was verbally told. Also, a fraud claim was filed with my bank.

• Initial Complaint

  11/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I originally took my **** Jeep Cherokee Sport to Fremont Dodge on or about 12 July 2020 to get a new motor installed. The dealership agreed to install a new motor with a three year warranty. I have had to return to the dealership 3 times to have the motor that they installed replaced. The first two motors were prone to leaking oil and overheating. I am currently waiting for Fremont Dodge to replace the second motor that overheated and brok down on 14 August 2022 with only about ***** mile on it. My jeep has been at Fremont Dodge since 15 August 2020 not being repaired because they don't want to stand by their warranty. I paid my initial bill of about $8,000 in one lump sum and I expect the dealership to stand by their warranty, fix my jeep at no extra cost and return my jeep.

  Business response

  07/06/2023

  We will require more information in order to understand the complaint. We ask that the customer provide us with the service history after their engine was replaced as well as a copy of the recent coolant flush repair order.

• Initial Complaint

  11/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 5, 2022, I took my 2008 Jeep Wrangler to **** Fremont CDJR in ******, ** because the clutch appeared to be failing. They were supposed to be repairing/rebuilding the clutch and looking into the oil leaks. They had my vehicle for 3 months and they probably contacted me 3 times, once to inform me that they had blown my engine. Almost 3 months later on July 29, 2022, I paid $9567.74 to pick up my Jeep. While there I complained about the lack of communication and the amount of time it took to repair my vehicle. They got defensive, rude, words were exchanged and everyone got loud. I took my vehicle and left. I drove my Jeep home to *********** where I had moved while the Jeep was in the shop. Within a month the clutch went out. I had my Jeep towed to my house, where it has sat pending my finding a repair shop. I contacted a local **** dealership and was told that they do not work on vehicles as old as mine. I tried to contact **** Fremont CDJR, I was unable to get thru. I asked a friend to go to the Fremont/****** dealership and give them a chance to fix the vehicle. She was told that I was banned and by extension my vehicle was banned. She was told that the parts are under warranty and that I should take the vehicle to a repair shop and tell them the parts are under warranty and have it repaired. She asked if they could refer a shop that would honor the warranty, they told her that I would have to find a shop myself. How convenient, after being paid close to $10,000, not to repair a customer's car, start an argument, claim the customer did something so egregious as to ban them, and thereby leave the customer with no recourse at the shop.I would like the BBB to assist in resolving this issue. I would like to either have my Jeep repaired at no additional cost to me or have my monies reimbursed and help finding a repair shop that will honor the parts warranty and actually repair my Jeep in good faith. See uploaded receipts for account and work info.

  Business response

  11/04/2022

  To whom it may concern
  *************************** brought in his vehicle on May 5th, 2022, stating that his clutch was making a noise and believed it was the flywheel. We inspected the vehicle clutch and verified his concern. We discovered the squealing noise was coming from the release bearing. When attempting to put the vehicle into reverse we found a very loud grinding noise.
  Given everything wrong with his is clutch kit we ultimately recommended replacing his clutch, flywheel, and clutch bearing. **************** approved all the recommendations via phone.
  ****************** Jeep Wrangler is a 2008 and with a vehicle being over ten years old its difficult to find readily available parts. Thus, we needed to order the clutch kit and flywheel, unfortunately these parts were backordered which caused almost a month delay. Completely out of our control and certainly out of ****************** control.
  To compensate for ****************** loss of transportation. We offered him a complimentary loaner vehicle in which he turned down because he stated he had another vehicle.
  Our tech *************** had completed a thorough multi-point inspection of ****************** vehicle and had recommended additional work including spark plugs in which **************** approved as well.
  Everything appeared to be going smoothly until we began to hear a knock noise after replacing the sparkplugs. We had discovered the Mopar part numbers were incorrectly mislabeled which caused a catastrophic failure to the engine.
  This is in no way ****************** fault or my techs fault for the parts mislabeling. This was incredibly unlucky for all parties involved. We knew we had to take corrective measures which led to a goodwill from the manufacturer. After several attempts of reaching ****************, we finally received a call from him in which my manager *** spoke to **************** via phone. ******* was surprisingly ecstatic knowing he would be getting a brand-new engine for his older model Jeep with high miles. He told us to take all the time we needed.
  Approaching July now the backordered engine arrived but by then we were notified by ******** friend that he had crashed his other vehicle and was now without any vehicle and that his phone number was changed which made sense after the multiple attempts I had made to update ****************. We again offered a loaner vehicle, but he refused, and we can only speculate why he would refuse a loaner vehicle.
  **************** had a completely different demeanor when he came by the store. He was enraged and possibly under the influence of a substance. He demanded his vehicle to be ready. He was making suggestions of threats to me and my staff, stating that he was in jail for attempted murder and was not afraid of going back.
  I did my best to deescalate the situation because myself and co-workers witnessing this in the lobby felt threatened and I attempted to get his new phone number so I could contact him for future updates, but he stormed off with his friend that drove him to the dealership. There was at least one other time he came and threatened us with violence and stating he would go to the BBB have our business shut down because we were racist.
  On Friday July 29th, 2022, **************** paid his bill and took his vehicle but before that he once again made vile threats of killing us.
  I have a 30 second clip attached here https://photos.app.goo.gl/phkCJM3GtNLioUpQ7 
  
  We made every available attempt to please **************** even after the fact he had threatened us. We should have banned **************** after the first outburst and threats but despite my better judgement I wanted to complete the job correctly. The attached video is just a micro sample of ****************** outrage. We cannot in good faith allow **************** to return to this property, it would be totally irresponsible to myself or my staff to let this person back. The parts we replaced are under factory warranty and any certified Jeep shop can fix his vehicle.Tell us why here...

  Customer response

  11/07/2022

   
  Complaint: 18314657
  
  I am rejecting this response because: they have not provided any resolution. I would either like a refund for clutch work or recommendations for shop in *********** that will honor parts warranty and repair clutch at no further cost to me . They did not repair clutch because it failed within a months time. They have not attempted to provide any resolution. I spent close to $10000. To have my Jeep repaired with no satisfaction. The video shows my reaction to their behavior, I was asked to leave, I left and have not had contact since. threatening to contact the BBB was exactly what I did.
  
  Sincerely,
  
  ***************************

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