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:06/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 have brought this car to DCH CDJR dealership on multiple occasions due to various safety concerns, only to be met with poor treatment each time, except for the occasions when the manager, *****, was kind and helpful. In January, the transmission was replaced, and in October, I returned for a persistent squeaking issue, which led to the discovery that my high beams were missing. Suspicious of the dealership's intentions, I hesitated to bring the car in immediately upon hearing the squeak, fearing they might attempt to reclaim the new transmission.Upon notifying them about the non-functional high beams during the service visit, the dealership claimed to have reset them, yet the issue persisted. Additionally, after the repair, as I drove away, the car overheated, compelling me to return to the dealership for further attention. This alarming development further underscores the concerns about the dealership's service quality and reliability.The recurrent safety issues, coupled with the inadequate treatment received during each visit, have greatly diminished my trust in DCH CDJR dealership. I respectfully request the Better Business Bureau (BBB)'s assistance in investigating these ongoing concerns, addressing the substandard service provided by the dealership, and ensuring that consumers are safeguarded from potential safety hazards and unethical practices. Your intervention in this matter and support in potentially facilitating the replacement of the vehicle would be invaluable in resolving this distressing situation.

• 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.

  Bought a car and windshield was cracked. Dealership sent me to Temecula Auto glass and tinting and replaced windshield. When we took tap off the was a crack that was covered with the tap. Reached out to shop and they wanted pictures of windshield and took it in. They said they put a paste on there but my finger prints were still on there. My daughter complained and the said talk to the dealership. So I called to spoke to General Manager ****** and said he was going to reach out to manager at the shop. He called back and said manager was going to contact me Monday and that he was going to follow up. Monday came and no called from either or so I called ***** and left message and still no answer from them. I think it’s very unfair that you trust these people at the time of purchasing a vehicle and don’t resolve your issues when needed. If the windshield needs to be fix, fix the issue don’t just ignore customers you got what you wanted know be and act professional.

  Business Response

  Date: 08/02/2023

  Our general Manager has spoken with and reviewed footage from the company who installed the replacement windshield. It was determined that there was no chip on the windshield at the time of delivery of the vehicle to the customer. Unfortunately, it seems the customer may have had a rock or other object hit the windshield after leaving the establishment. He has also spoken with the customer and explained this. 

• Initial Complaint

  Date:12/19/2022

  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.

  On Thursday 12/15/2022, I dropped off my car to be repaired at DCH Chrysler, Dodge, Jeep, Ram of Temecula. A few minutes after leaving it with the service advisor, I realized I had left my wallet in the vehicle. I ran back to the service advisor to say I needed to get my wallet from my car. He said he couldn’t because it was already on the lift, but promised to return it to me as soon as it came down. That didn’t happen and when I picked up my car, the wallet was gone. I called the Sheriff, who responded and investigated for approximately 2 hours, including interviews and review of video surveillance. They filed a report, but still no wallet. My personal property should not have been stolen, and the dealership did not follow their own rules by not immediately lowering the car and retrieving my wallet when asked. I am seeking reimbursement for my Louis Vuitton wallet $580 plus cash contents $675.

  Business Response

  Date: 12/20/2022

  Good Morning,

  I have already spoken with Mr. ***** in person and over the phone. The police did write a report and Mr. ***** will have access to the report. I had also informed Mr. ***** that we would do what we can internally to retrieve his wallet. The police are investigating, and if in fact, the wallet was stolen by one of our employees, the employee will be terminated and we will make restitution in accordance to the law. In the mean time, we are refunding Mr. ***** $391.53 of his service bill, out of goodwill, without admitting that the missing wallet is our responsibility. There is no proof at this point that one of our employees stole the wallet. I personally apologized to Mr. *****. When the police report becomes available, we will do what we are instructed to do according to the law.

• Initial Complaint

  Date:10/24/2022

  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.

  On July 27, 2022, I left my vehicle at DCH Temecula for oil change, tire rotation, and to look at air conditioning which was blowing hot air and the UConnect system which would stop working at times. I had not heard from DCH on July 30th, so I called them and was told that it was ready to be picked. I was also advised that the UConnect system locked up while receiving a software update. As a result, I have no way to control the internal settings including heat, air, navigation, camera, phone, or radio. I was told the system would have to be replaced and that they would be expediting the order for parts. It has been 3 months now and the dealership is not providing any updates or estimated time to restore the system. When I call in, I am being told that the service advisor will call me with an update. In the meantime, I have endured the summer heat without air conditioning and basic functionality. Most days, I have to borrow a car from my family members. I have been patient and understanding with DCH but they are not making any attempts to restore my vehicle or let me know what is going on. Please advise.

  Business Response

  Date: 10/24/2022

  Hi,

  ***** ******, our service manager, will address this issue and contact this customer.

  Customer Answer

  Date: 10/28/2022

   I am rejecting this response because: No one has contacted me.
  
  
  

  Business Response

  Date: 10/31/2022

  I spoke with ***** ****** our service manager. The part arrived and we replaced it on Saturday 10-29-22

• Initial Complaint

  Date:10/13/2022

  Type:Sales and Advertising 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.

  On Sept 22 , 2022, I went to DCH Dodge Temecula for a test drive on a brand new 2022 Ram 1500 V6 3.6L Truck. The salesman ( ***** ) took me to an auxiliary lot where they drop new vehicles off before they hit the lot. We discussed the MPG of the V6 versus the Hemi V8, he assured me that the V6 will be much better, in fact he exclaimed it will be better than the advertised MPG of 25 HWY and 20 City. ( average of 22 MPG). After the test drive ( about 3 miles) the console displayed 16 mpg, ***** claimed it would get better as the miles increase. We discussed financing and my down payment of $12k. After several hours I purchased the brand new vehicle with 8 miles on the odometer. My first trip was to Las Vegas the very next day ( 4 hour drive) the gauge was at 18.9 mpg a far cry from 25 mpg. I have never had the gauge show in the 20's. Should have been better than 25 hwy according to Farid. I returned to DCH after the weekend and making an appointment with service department. I left the truck with the service Manager *****, and went inside to speak to ***** the sales Manager. We discussed returning the truck if it could not be fixed immediately. We discussed getting a different truck. By the time I walked back to service my truck was parked and they said there's nothing wrong. I drove around that next week and my average mileage fell to 14.2 mpg. Made a second appointment with ***** and requested my engine computer be recalibrated. I arrived on time and dropped truck off at 9:30 with service, ***** assured me that if we cant fix the truck we will help you out. By approx 10:30 my truck was again parked out front, with a "nothing they can do attitude". Supposedly they " reset" something. A Hemi V8 5.7L 4x4 is getting around 14mpg. Im driving a V6 2Wd with no load and getting the same?? Something is wrong here. I feel misled by the false advertisement and sales tactics the dealer has employed. DCH stands for " Delivering Customers Happiness" Well I am not Happy!!

  Business Response

  Date: 10/19/2022

  Hi,

  We have given the customer the option to purchase a Ram with the V8 Hemi motor. The difference in payment is more than the 6 cylinder. I have attached a MSRP to a similar Ram with a 6 cylinder. The manufacture determines the estimated gas milage. The V6 the customer bought has an estimated 17 mpg in the  City and 25 mpg on the highway. DCH does not determine the estimated gas milage, the manufacture does.   Should the customer want to open up a case with **********, they can call 1-************. We will be happy to assist the customer in switching vehicles should the customer want to pay the difference for the 8 cylinder.

  Customer Answer

  Date: 10/20/2022

   I am rejecting this response because:

  
  I believe this response was entered in bad faith. 

  
  

  The "offer" to trade in my V6 model for a V8 Hemi was based on the fact that:

   My V6 is getting such horrible MPG that I may as well just have a V8.

  My 2wd V6 is getting the same mileage as a lifted V8 4x4. 

  The advertised mileage on the window of the truck I purchased Indicated 20 city. ( see sticker)

  25 Hwy which I was sold on the notion it would get an Average of 22MPG.. Not Average of 15. 

  Which means, if the average is 15mpg reality is it is more like 12mpg in town.

  
  

  The cost difference between the two models was only a few thousand dollars. Example ( $49k to $52k ) . 

  The worksheet quote on the Hemi model;

   " trading mine in" has me losing $5,000 right off the top and upping my payment $300+.

  I lose my Tax, title and registration fee, they added a 2.9% interest rate ( I have a 0%) and added a $7k+  finance charge..

  That is not a deal that would make a customer happy.. DCH ( Delivering Customers Happiness)

  
  

  So my $12,000 down payment has vaporized in front of my eyes, and I'm losing over 100 miles in range per tank.

  The dealership service is unable or unwilling to repair my vehicle to manufacture standards of advertised EPA MPG.

  There is an obvious problem in throttle response when leaving a stoplight, which may have relation to poor MPG.

  I have another appointment next week and am willing to give one last opportunity to have this resolved amicably.

  
  

  The result I'm looking for is one of three options;

  
  

  1) Repair my vehicle to where I average 20+ mpg ( not 14-15 )

  2) Swap my truck in using the original $12k down and keeping payment around $600 ( I can add up to $3k down)

  3) Return the truck entirely and return my $12k and I will go elsewhere.

  
  

  Currently, I feel misled by false advertisement and silver tonged sales tactics.

  My hopes is that the dealership will make this right sooner than later.

  
  

  
  

  
  

   
  
  

  Business Response

  Date: 10/20/2022

  We have made our offer and will stand by it. The Hemi Motor is more expensive. We are not trying to profit on this deal and we are not obligated to offer it. It is goodwill. The customers concern is the posted MPG on the window sticker on the vehicle he purchased, that is the manufactures MPG estimate. I would suggest that if the customer is not happy with what we can offer as the dealer in goodwill, the customer has the option to go through the process with the Manufacture, **********. We have provided the contact information to the customer so he may start that process. 

• Initial Complaint

  Date:10/04/2022

  Type:Order 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 paid cash for a 2023 jeep grand cherokee . They delivered it to my house but the contract had the wrong price on it. So they said they would fedex a new contract to me to sign and send back. Then they would send me my copies of the contract. It has been three weeks and nothing has been sent I contacted them Friday 30 September. They said they would have finance manager call me. I recieved no call. I called again on Monday 3 October. They said manager was with a client would call me back. Still no call. I dont know what else to do. All I want is my contract that I signed. I cant get anyone to fix this for me . Icant understand why they dont want me to have my copies of the contract.

• Initial Complaint

  Date:09/01/2022

  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.

  I purchased a car from DCH Chrysler Dodge Jeep Fiat of Temecula on April the second. I left the dealership with my temporary license plate that expired in July. After getting pulled over by the police for an expired license plate I contacted **** ****** by email on July the 5th to see if he could give me any information on what happened to my permanent license plate. He passed me to ****** ********. On July 6th ****** emailed me that they forgot to get some information from the car and asked if I could email him a picture of the car's odometer, vin plate, and the emission label under the hood. On July 6th I sent the pictures through email. After that, they send more temp plates. I have tried calling for the past three days to speak with someone about this issue and every day it is the same excuse. The person you need to talk to is busy, and the person you need to talk to is out of the office. My second set of temp plates is about to expire again. We are expecting twins in a couple of months and really need to get this resolved. We will be having a lot of doctor visits. Please if someone can help me I would really appreciate it. I can not keep getting a temporary license plate every two months. I really need them to finish the registration that I paid for in the price of the car.

  Business Response

  Date: 09/07/2022

  Hello,

  I checked in to this matter and we are having difficulties with the DMV. Our DMV clerk is all over this matter and will be contacting the customer.

• Initial Complaint

  Date:06/01/2022

  Type:Product 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.

  )3 December 2021. I purchased a key blank for my 2006 Chrysler Crossfire at a cost of $587.25 including tax. After 6 monyths, there is still no ETA regarding shipment of the part to the dealer. I either want the part or my money back. I am tied of waiting. I will never do business with Chrysler again.

  Business Response

  Date: 06/22/2022

  Mr. ****** ********** ordered a pre-cut Chrysler Crossfire key from our dealership on 12/03/21 - see inv# 1***6 - we place the order with Chrysler (the manf of this car) and they typically take 2-4 weeks to arrive - this one has been on a backorder status since we ordered it (this type of order through Chrysler does not allow us to see stock avail as it comes straight from the vendor), we upgraded the order type and have been in contact with Mr. ********** on a pretty reg. basis concerning the lack of progress.  at his request we cancelled the open order on 6/02/22 and refunded his credit card in full on that date - see inv# CM1***6 -
  

  
  

  not sure why he would have opened a BBB case one day before asking us to cancel the order

  
  

  he has been refunded in full at this time