Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  11/28/2023 , I dropped my dodge RAM **** 4.7 L to DODGE CHRYSLER JEEP IN ONTARIO CA, AUTO CENTER DR.... I came to get a tune-up on my truck, I was told to talk to parts to get a price on my spark plugs, they told me they would order the parts and I should call back Tuesday, I called Tuesday the 11/28/2023 , the parts department confirmed the parts were there , they took my name down to put the parts on hold for my vehicle... I talked to service and ask if I could drop my truck off on the 11/ 28 at 3:00 p.m. they confirmed that I could drop my truck off for service. I call the next day 11/29 around 1:15 p.m , they told me the technician was having problems taking the spark plugs out and they'll call me back around 3:30, I received a text from service telling me they had a problem taking the spark plugs out and my coils were damaged, so now they want me to pay for the coils and extra labor they added. I took my truck to the dealership to receive good service and to be notified if anything came up extra ( as in $$$) because I had a set price I could spend. So now I'm not getting any service until I pay the extra amount of roughly around $780 added to my original quoted price of $887.22 They damaged my coils trying to replace my spark plugs and don't want to finish the job. I need this situation resolved because I can't except my vehicle back when the job isn't finished and they did future damage that will cost me more money...

  Business Response

  Date: 12/01/2023

  Good day,

  the client brought in their 2008 RAM truck with ******* miles with a request to replace the spark plugs. This model vehicle the ignition coils attached to the spark plugs with a rubber boot. Upon removal of a few of the plugs it was noticed that the spark plugs boor were extremely brittle and cracked upon removal. The work was stopped, and the customer contacted. The only way to get the boots from RAM is with the ignition coils, however we found aftermarket spark plug boots that come without the coils as a less expensive option. The customer has authorized the repair of the vehicle with the aftermarket parts.

  the required additional parts were an item that could not have been foreseen until an attempt was made to replace the spark plugs.

  We will not be making any adjustments as the customer has authorized the repair at the less expensive option.

  Respectfully,

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

  Jeep Chrysler Dodge RAM **** of Ontario

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

  **********

  Customer Answer

  Date: 12/01/2023

   I am rejecting this response because:
  I JUST RECEIVED MY VEHICLE FROM DODGE CHRYSLER JEEP 12/01/2023,  MY VEHICLE WAS RUNNING KIND OF FUNNY UPON ME LEAVING THE SERVICE DEPARTMENT.  WHEN I STARTED DRIVING ON THE FREEWAY IT STARTED TO SHAKE . WHEN I TRIED TO PUSH THE *** , MY VEHICLE WOULD NOT GO OVER 60 , ALSO MY CHECK ENGINE LIGHT STARTED TO BLINK, I STOPPED AT  AUTOZONE TO GET THE CHECK ENGINE LIGHT CHECKED. THEY GAVE ME A PRINT OUT OF THE PROBLEM,  02 CENSOR, CODE PO300 MISFIRE IN SPARK PLUGS / COILS. TO RESOLVE THIS PROBLEM IS ME GETTING MY TRUCK FIXED, I DONT WANNA CAUSE ANY PROBLEM,  I JUST WANT MY VEHICLE FIXED...
  
  

  Business Response

  Date: 12/15/2023

  we have refunded the customer the labor that they paid for the sparkplug replacement. The refund went back to the card that they used for payment.

  Respectfully,

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

  Customer Answer

  Date: 12/20/2023

   I am rejecting this response because:
  The work on my truck was never finished,  no spark plugs or coils were replaced,  I'm trying to make get in touch with the BUSINESS OF REPAIR to take this further,  I'm not satisfied and I feel ROBBED. I work to hard to be treated this way , I paid for a service that was never done..!
  
  

• Initial Complaint

  Date:11/08/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  - Had it towed July 17th to replace radiator (part took 2 weeks to get here) had car for about a month - Got Jeep back, next morning engine light came on -Didnt replace thermostat (technician advised that they shouldve replaced thermostat) but didnt. Now using after market parts. Got my car back - Took car home, immoderately didnt start, wouldnt turn over towed back to dealer - Replaced wire harness (claimed they didnt have part) took 2 weeks to get here - 2 weeks later, engine light on again ***** dollars later here we are -Technician i spoke with told me that it looked like rodent damage, but when an adjuster went, they backpedaled and said that it looked more like a wire had been cut, and then, when we filed a claim, another technician claimed that theres no way the wire had been cut I cant even get through to someone to get the first quote and invoice for the radiator replacement. Unable to obtain an email for anyone to create a a paper trail for evidence of mishandling.

  Business Response

  Date: 11/14/2023

  We will be more than happy to refund the customer. They just need to let us know the dollar amount.

  please contact ********************* at ********** or ****************************************.

   

  Sincerely,

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

  Customer Answer

  Date: 11/19/2023

   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. The total amount to be refunded by Jeep is $4,379.98

  breakdown of costs:

  the initial charge was $1478.37

  the second charge was $2901.61

• Initial Complaint

  Date:07/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought my car from Jeep Chrysler Dodge of Ontario on 5/16/2023. I took it back for 3 things to be fixed; The sensor light on the dash, The drivers side door which wouldnt close all the way and the passengers door you could hear air coming in. They went from the sensor issue being from a decal on the windshield causing errors to the sensor on the bottom of the car, bracket being broken and that I would have to pay for this out of my pocket because the vehicle has been in an accident and had damage to it. My vehicle was sold to me with a clean Carfax. I refused to pay for this as I had issues with the accident part. We spoke to the used cars sales manager *** regarding this, and they still refused to fix the sensor without me paying for it. Move on to Saturday 7/22/2023 when we showed up to pick up the vehicle, they tried to give me my vehicle with scratches on the trunk & the driver's side door had a huge chunk of paint missing out of it. I spoke to service advisor ******************* and told him my vehicle had damage to it and it needed to be fixed, I didnt drop off my vehicle with the damages, so I didnt understand how they expected to give me my vehicle back with damage done to it/the paint. my car has been with dealerships longer than I have had it & I made my first payment on the car with it being in the hands of the dealership. To top everything off with my car being there for almost a month (at this dealership, over a month between both *********** and Ontario) I have not once been offered a rental vehicle, I asked about a rental on Saturday 7/22/2023 when I had to leave my car there because of the damages they did to the vehicle & was told by service adviser **** that he couldnt give me a rental without approval from his manager. Their service department is the absolute worst, and they have no consideration for people for customer service or for a customers property. Everything with them is a fight.

  Business Response

  Date: 08/01/2023

  After reviewing the complaint with our staff, I do believe that we have repaired any damage caused by ** or in our possession. The customers primary continuing complaint has to do with damage sustained after purchase. We believe that this damage occurred on our premises. While we do our absolute best to take responsibility for any issues we cause this is a case that we just can't agree that casued any damage to the part that isn't being covered by the warranty. I would be happy to meet with the customer personally to take a look at the claim.

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

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

• Initial Complaint

  Date:10/17/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I’ve been taking my car to jeep for services since I bought it. I’ve had nothing but problems from the Ontario dealership. They returned my car several months back with an oil leak and the under carriage missing screws after a routine oil change. I let them know and they weren’t willing look at the vehicle in a timely manner. They wanted me to leave my vehicle without giving me any info as to when it would be looked at or returned. I had to leave because I have a very busy work schedule. I since then have had more problems with the vehicle and had to return it indefinitely! it’s been in the shop since Sept 24. I was promised my vehicle would be ready in two weeks. It’s now going on a month. I have reached out to the company several times and they do not return my calls. I call and they hang up on me. No one including management has returned my calls. I have to call constantly to reach someone. I was texted a message finally saying my car would be ready Friday 14 once a part comes in Wednesday 12. The part came in but they didn’t have a mechanic scheduled to work my vehicle and it just sat there and no one returned my calls yet to this day. No one has offered a courtesy vehicle or any compensation for this terrible treatment. In my opinion they somehow caused they oil leak and the damage thus after. The service is horrible and it’s obvious management doesn’t care about its customers! I’ve left several messages and now when I call they just hang up.

  Business Response

  Date: 10/18/2022

  Good day,

  the part required for the customer's vehicle is on backorder. The ETA is currently greater than 45days. The customer is being placed in a rental vehicle at Jeep's expense until the part arrives. We have conveyed this information to the customer.

  
  

  
  

  
  

  **** ******

  Service and Parts Director

  Jeep Chrysler Dodge RAM FIAT of Ontario

  Maserati/Alfa Romeo of Ontario

  Fontana Chrysler Dodge Jeep RAM

   

  ###-###-#### ( O )

  ###-###-#### ( C )

  ###-###-#### ( F )

  
  

• Initial Complaint

  Date:08/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Chrysler 300 was dropped off with an appointment on July 18, 2022. Car was going in for air conditioning issue and oil pressure issue (per previous diagnosis at a prior service). I was told it would likely be a week before it could be diagnosed, and since the check engine light was not on, nothing could be done about oil. I asked them to look at prior notes re: oil. After returning from a trip July 26th, was informed car hadn’t been looked at yet. I had to rent a vehicle while 300 was at dealer. After many calls/texts/emails, I got the car back August 16th. Only the air conditioning had been fixed, and car was returned to me in very poor condition. They gouged my driver’s seat, leaving deep scratches, the car is so filthy I could not see out of windows, and the driver’s side grill is separated and lifted up, obviously where someone leaned on it - as it was the only part of the car remotely clean. All in all, I had to spend over 2,000 on a rental car for the month, 1,100 on a/c repair, and now the car has a broken front end and gouged leather seat.

  Business Response

  Date: 08/23/2022

  We have reached out to the customer and have left a message at the number provided that we would take care of the bumper, the seats and address the check engine light/oil issue at no charge. That we would also provide a rental vehicle at no cost while the items are being taken care of.

  
  

  
  

  Thank you and have a fantastic day,

   

  **** ******

  Service and Parts Director

  Jeep Chrysler Dodge RAM FIAT of Ontario

  Maserati/Alfa Romeo of Ontario

  **** Auto ****** Drive

  **** Auto ****** Drive

  Ontario, CA *****

   

  ###-###-#### ( O )

  ###-###-#### ( C )

  ###-###-#### ( F )

  
  

• Initial Complaint

  Date:07/25/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  6/24/22 leased a new vehicle at this dealership and the salesmen & finance manager automatically added $2,997 in optional items that I did not request and was never presented or provided information to me as an option to decline. When this was questioned why they added on top of total vehicle costs, was told these products are supposedly pre installed such as paint coat protection/shield and vehicle recovery and it has to be charged and that the options were already automatically included in the quoted monthly payment even before I was transferred to the finance office. Not only are the charges of these products outrageous, but also the purchase/lease agreement reflects itemized items as “optional” which is false. Misrepresentation, fraudulent, and unscrupulous business practices adversely affects me as a consumer/first time car buyer. After follow-ups with the sales person and two managers, was told this is how all their transactions include with new vehicles. I disagree that this is a benefit to the consumer as this is more of a profit for the dealership under false pretenses because if I had been given the option to decline, I would have declined as I wanted to have lowest monthly payment possible. I was only offered a different product “multicare plus” which I actually purchased after some negotiation and consideration as cost reasonable. I do not believe the products that were forced into the lease contract that added almost $3,000 to the total cost of the vehicle is something that should NOT be “pre installed” as it does not provide option to the buyer and instead those charges are not predisclosed, not to mention did not provide information about those products. The finance person dictated to me what to write on a statement of facts and what he dictated mentioned multicare plus, Perma Plate which I thought had to do with the one optional product that was actually offered and accepted. This business practice is unacceptable and violates consumers trust.

  Business Response

  Date: 07/30/2022

  A refund has been processed and will be sent on Monday. I will also be reaching out to the customer directly regarding the complaint.

  Customer Answer

  Date: 08/05/2022

   I am rejecting this response because: as of today 8/5/22 I have not received from the Chrysler dealership neither a refund nor an explanation specifying the amount of the refund they intend to refund as their initial response to the complaint is not specific.  I am requesting specifics in regards to the amount that will be refunded, itemized what is being refunded, and when I will receive said refunds.   Also I would like to receive response to each of the 3 remedies sought as listed in the complaint.  Thank you. 
  
  
  

  Business Response

  Date: 08/12/2022

  Trying to reach the customer by phone to resolve her questions directly. Would be happy to connect by email or phone. 

  
  

  [email protected] or ###-###-####

  
  

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

  General Manager