ComplaintsforPremier Chrysler Jeep Dodge Ram of Tracy

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My daughter (*****************************) and I bought a used 2021 Chrysler Pacific on May 23, 2024.They added theft-deterrent services without permission: Safecat Etch: $399.00; Portfolio Etch Theft: $349.00; Portfolio Cilajet: $999.00: $1,747.00. Anti-theft devices were crudely installed with zip ties that may have damaged the car. $85.00 was added to our sale for document processing. We were approved by USAA for our car loan but the dealership insisted we use ***** Fargo (kickback for loan?). We received just one car fob. They did not offer to get an extra key.The vehicle has major problems: constant check-engine warnings, multiple (22) error codes, turtle mode to slow down the engine five times, many error lights.AAA towed the car to Tracy. 22 error codes were cleared when it was returned to Tracy, after checked by Ukiah Chrysler for a week. The Tracy dealership has had the vehicle for 5 weeks. They drove it 257 miles and said there were no problems. The car is good to go." ********** or repairs were completed.The receptionist hung up on my daughter many times. Managers wouldnt return our calls. We couldnt get the name of the managers. We sent a letter by **** priority, certified mail on July 31, describing the problems. We never received a response. We tried calling them. No one respond to our voicemail. I physically went to the dealership on August 8. Everyone who had been working there was FIRED.I met the new service manager, there for 1.5 weeks. He said the Pacifica was driven to ********** (257 miles) and back with no error messages. Thats all that was done with the car no service or repairs. The next day, I went back to speak to the general manager, there just 2 weeks. He said he could not buy back the car and refund our money. He could take it as a trade-in and sell us a different car. Or I could call the manufacturer to buy back the car. He said, I would never buy a Chrysler Pacifica! I called Chrysler on August 12; received a case number.

  Business response

  08/16/2024

  Hello, 

  We have reached out to the customer and informed them that we will make arrangements to take the vehicle back. We are awaiting a formal response from the customer in order to coordinate the processing.

  Customer response

  08/20/2024

  I am rejecting the response because the dealership has not completed the follow-up steps necessary to buy back the defective vehicle (with 25 error codes and ongoing alerts while the vehicle is driven). They have not repaired or serviced the vehicle since its been in their possession, July 9 until now.

  Tracy Chrysler has not responded to my email message sent on August 15, five days ago. I tried calling the service director, ***********************, today, August 20, and there was no answer. I left a message for him to call me back so that we can resolve this situation.

  _______

  Email message to the Tracy dealership general manager and the service director:

  S Murph <************************> Thu, Aug 15, 2024 at 3:12 PM
  To: **************************
  Cc: ************************* ****** California <**************************************>
  Bcc: *************************** ************************************* *********************** <*****************>

  ******************:
  After speaking with my daughter, we are asking for the following to resolve our complaint
  related to the 2021 Chrysler Pacifica (VIN: *****************; STOCK#:
  MR586453R; CUST#: ********:

  - Reimbursement of the full, final price on the invoice: $33,305.74
  - Interest paid on the car loan for the past two months through ***** Fargo: $120.00
  - A rental (or loaner) vehicle provided until another suitable car is purchased (up to two months, if necessary)

  As you know, the Pacifica has been in your possession, at the Tracy dealership, since July 9.
  You have the one key fob. We need to remove two personal items still in the vehicle (a lantern
  and USB cable).

  We would like to receive your proposed solution in writing within the next day or two. My
  daughter will then take the time to travel down from her home in ******* when we are sure we
  have all reached an agreement.

  Please let me know if you have any questions. Thank you for your help in resolving this matter.
  *************************
  **************

  
  

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been trying to reach the service manager for a few days now. i spend a bunch of time holding. There is no receptionist so I just hold. I press the sales option they pick up and then transfer me to a voicemail. I have been taking my car to the service department for years. Recently I was told I need a new engine because coolant was leaking into the engine. I was trying to get records of my service visits to understand why they never told me that in the number of years I have brought my car there. Clearly, this didn't happen over night. They change my oil, they conduct my scheduled maintenance so I am very confused as to how they didn't discover this before it go to the this point, yet I cannot get through to anyone. So now I am wondering if the car was really being checked like the documents states.

  Business response

  08/12/2024

  Hello,

  We are very sorry to hear about this. We would like to extend our Fixed Operations Directors contact information: ******************* - ************************.  We have also sent this to **** and the Management team to ensure you are contacted as well.

   

  Thank you

  Tracy CDJR

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  April 11 2024 I scheduled my oil change and other services needed for my vehicle in jeep tracy ca where i purchased my vehicle and i was told by one of the employee that i have to pay for the services needed for my vehicle but did not explain why i needed to pay. i told him that i have a warranty coverage by mopar vehicle protection which was purchased when i bought the vehicle back in January 2022 he said i already used all the oil change with my warranty and i have to pay...usually i take my car to service and i dont have any issue with the service. this is the first time i am told that my vehicle is no longer covered by warranty which is a big questionmark because supposedly my warranty covered up to ****** mileage and my car is only 52kmiles i tried to explain to the employee but seem to be clueless so i just canceled my appointment and left ..i went to a different service dealership in jeep manteca ca and they told me that my warranty have been canceled...i am not aware of the cancelation nor i ever canceled my warranty...i was able to get a hold of jeep tracy spoked to *** one of the sale employee i asked why was my warranty canceled and he told me that there's a glitch in their computer that might have caused the cancelation which i did not understand what he meant. *** calls later he was able to help me and reinstated my warranty.. my only concern is why was my warranty canceled and who canceled it? I asked *** but he was not able to provide me an explanation.. i dont ***na have the same issue again in the future..

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought out the 3 year lease on our car on 5/23/21. At that time we also purchased a manufacturer 5 year/60 month extended warranty for roughly $4k. I haven't attempted to use the warranty until November '23 for some repairs, and upon going to the service **** I was told we do not have a warranty on the car. The service department said it had expired in June of '23. My wife and I have been trying to work with the finance manager and the general manager of the dealership, they were responsive at first saying they would open a ticket with Dodge to see what happened but have since stopped responding to any emails/calls/voicemails. The finance manager said it looks like they had filed the warranty incorrectly and the start date was set to the in-service date, which was when the car was first leased on 6/9/18, so it expired 5 years later in June '23. We didn't pay nearly $4k for a warranty to start 3 years in the past and only get 2 years of usage out of it. In addition to the extended warranty, we also signed up for their Portfolio Protection for 5 years/60 months as well, we contacted that company and they confirmed we are covered until May 26, 5 years after buying out the lease, it makes zero sense that the extended warranty coverage is any different. Instead of the dealership either fixing the original warranty or paying to cover the car for the 3 years that are left, theyve decided to just ignore the issue and I guess hope it goes away.

  Business response

  03/06/2024

  Hello,

  Our General Manager, *******, has worked with the customer directly to resolve the warranty issue and is now fully resolved. 

  Thank you,

  Tracy CDJR

  Customer response

  03/11/2024

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

• Initial Complaint

  09/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I typed out a large explanation, but it got deleted. So the issue is this dealership ran my credit without my authorization, resulting in deterioration of my credit score. I told the sales manager the phone call was being recorded, and he affirmed and understood, and still lied to me, also in texts with ANOTHER employee at the same dealership at the same time I was having the phone conversation.

  Business response

  09/11/2023

  Hello,

  May we ask for more information?  Were you looking to purchase a vehicle and that is why we ran your credit? I am unable to tell anything form the phone records attached. 

  I can also give your our General Managers contact information if easier to speak in person about this issue. Our GM is *********************** and his email is **************************

  Thank you,

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

• Initial Complaint

  12/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  With having extended warranty you think you are safe . Came home one night park my car in garage next morning I was leaving and hear some noise so I took my car for check the dealer told me my car is not covered under warranty and its out of pocket they asked me to file a claim with my insurance . Why should that be the case if it is a bumper-to-bumper coverage?

  Business response

  12/14/2022

  Hello,

  Stellantis (Factory OEM) was out and inspected the vehicle yesterday, 12/13/2022. Stellantis determined this is not a warranty repair due to impact/outside influence and recommends the customer contact his/her insurance.

  We hope this was able to help the customer and we worked with Stellantis to try and find a way to help as much as we could. 

   

  Thank you,

  Tracy CDJR

  Customer response

  12/15/2022

  I am rejecting this response because:when I drop the car to figure out whats going on the team member said its a factory defect and we will be able to fix it. After that, I got a response from them and they are unable to they will have someone from ******* come and look yet no response , im a truck driver who comes home 2x month I call no response and then I went in to find out they said claim with your insurance we will not fix my car has been park there for month and yet they cant figure out issue each person came with different response to what happened.when they were selling me the car they said either buy warranty or do a $10,000 mark up as per manager . My car is only ***** mile I take care of my car . Why would I risk anything even its parked at dealer Im paying payment I would like the dealer to reconsider and get facts right not different storys and fix my car 
  

  Business response

  12/16/2022

  Hello,

  Tracy CDJR did everything they could with this vehicle and got our Factory, Stellantis, involved who visited our store this week to inspect your car to see if there was anything Stellantis could do for the customer. ********** is the one who said the cutsomer will have to go through your own insurance.  We got the Factory involved to do anything they could and we are communicating with you about what ********** stated. Tracy CDJR has been in communication and you are more than welcome to reach out to our Service Manager again also to discuss further. 

   

  We tried everything in our power to help with your vehicles' concern.

  Thank you,

  Tracy CDJR

  Customer response

  12/17/2022

  I am rejecting this response because:I need in writing why the car is not covered , when the manager states it can be fix if they approve . If its a factory default that caused this while Im driving and I bring in to get seen. I would like corporate involved either fix it or do buy back
  

  Business response

  12/20/2022

  Please contact the store and they can get you the contact information for Stellantis to obtain any documentation needed. 

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

   

  Thank you

  Tracy CDJR

  Customer response

  12/20/2022

  I am rejecting this response because: I had called the dealership today the phone number they gave me a 800 number which I called Got a run around . Call back the dealership asked them for a direct phone number to same number again, so we call back. Af After finally getting tossed around and go to the right department the lady was very rude told us that there is nothing they can do main manager has close the case.I had asked her what was the reason for denial  and to get a copy of the report and the answer to her was theres nothing I can do. Do you not understand that, and she said have a good day she would not let me speak . Very rude customer service all around there is no help nothing at all because it  seem like they are covering something . I will have to get an attorney if this how the business would like to proceed. Very poor customer service 

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/12/22 I purched a used vehicle, from the beginnng I was promised that the windshield would be fixed. I purchased the car, and then kept messaging *************************, who sold the car, questions about my sale to which he would dodge the messages or just not respond. Car gets delivered with the windshield still cracked, without any communication. ***** brushed it off saying he'd have someone coming to me to replace it by the end of that week (16th-22nd). Did not get resolved. ***** ceased communication completely, texts, calls, and emails, as of May 23rd and since then I have been working with Yama, the sales manager. Dismisses and not does acknowledge the poor business of *****, but talks over me to say that no part had been ordered and he was doing me a FAVOR by replacing my windshield that was already promised and I had a voucher for. My only proof for if I get pulled over with a citation. He gets condescending about how now it's Memorial Day weekend and to not expect to get it fixed until first week of June. It is now the second week and he's only a few days ago just given me the "Windshield guy" (idk the correct title) 's number. My only positive experience. Called 5/2 around 3PM to cancel my extended warranty, was emailed the cancellation form and I sent it to *************************** 5/4 asking if it was filled correctly and to let me know when he began processing it and he addressed me as ***** and was asking for documents I don't believe I need, but hasn't emailed me back my contract. They only gave me copies of pages I put my signature and left out the other papers that list the various terms and conditions. Yama refuses to get me his superior, and when I ask the front desk to leave messages no one gets back to me. Back taillight has water damage they hid and won't fix because I already bought it, even after all this. So much more, but those are the big highlights. I am getting the windshield finally resolved but not the warranty refund yet.

  Business response

  06/09/2022

  Hello,

   

  We have contacted the customer directly and scheduled an appointment for her to come in this Saturday, when she is available to come in to resolve this matter in person.

   

  Thank you,

  Tracy CDJR

• Initial Complaint

  05/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  - Ongoing issues since November 11, 2021.- Requesting reimbursement for $1,652.70 wheels and tires because of unsafe conditions of ones sold on the car and $4,500 negative equity charged on a vehicle I drove for less than a month.- I purchased two vehicles from this dealership, both of which had safety issues.- This dealership has been an absolute nightmare to deal with. The staff is disrespectful and I believe they are discriminating against me because I am a woman. On numerous occasions, I took a male friend of mine with me and they treated him with respect and did not conduct themselves in the same manner when interacting with me. I believe they have taken advantage of me because I am a woman and have now swept the issue under the rug with no intention of taking care of it. I understand that I purchased a used car, but this vehicle was in unsafe condition to be sold, let alone driven.- Yes, I have been trying for months to get the issue resolved.

  Business response

  05/19/2022

  Hello,

  We have been working with the customer for awhile on this.  We got new tires and rims and the customer was not satisfied so we offered to pay for her tires she would be getting somewhere else.  Now we are just waiting fro documentation to prove the amount so we can request a check for the cutsomer. The customer has not been able to provide a documet showing the tire prices, as there was other opurchases in trhe receipt they provided.  We asked for a detailed **** so we can move forward,  we still have not recieved this document to proceed.

   

  Thank you,

  Tracy Team

  Customer response

  05/20/2022

  I am rejecting this response because:  The dealership has been provided the invoice, which includes the price for the tires, on multiple occasions, the first of which on January 29, 2022 and most recently on April 16, 2022.  The agreement the dealership made was the wheels would be brand-new powder coated in black.  When I went to the dealership to pick them up, the powder coat was scratched, scuffed and chipped; therefore, did not fulfill the agreement.  The dealership then offered to pay for only the tires and upon researching the online price of the tires ($1 per tire less online than the invoice cost a total of $4) when I questioned the difference in cost of $4, the Used Car Manager became irate, disrespectful, and told me to leave the dealership, without conclusion to our conversation.  I have not made contact nor been contacted by the dealership to remedy the situation since.  I am asking for reimbursement of the invoice total ($1,652.70) as the dealership never fulfilled their obligation; additionally, the dealership has maintained possession of the original wheels from the car since January and currently still has them.

   

  This dealership has taken advantage of me on the transaction of the Jeep and in this situation with the ****** not to mention, they sold me a car that was uninspected and unsafe to drive and when I attempted to remedy the situation the dealership staff has been uncooperative. dismissive, disrespectful, and discriminatory.  I have been more than patient in trying to come to an agreement with the dealership and have now had to resort to seeking other means to mediate a conclusion, hence this claim with the BBB.

  
  

• Initial Complaint

  02/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 2/24/19 I purchased a 2019 Dodge Ram **** truck. I purchased the extended warranty for 84 months. The price of the extended warranty was $3,475.00. I have become disable and can no longer drive the truck. I sold the truck to **************** in ******* California on 1/27/22. I have tried for 3 days calling the 7 different phone numbers at different locations and everyone tells us they cant help us, or return phone calls. The new extended service number is NSA8 ****** and the deal number is *****. The vin number on the truck is *****************. The mileage on the truck when we purchased it was 26 miles. **** Steves purchased the truck the mileage was *****. Being a senior on a fixed income we would very much like to be reimbursed for the unused portion of the warranty.. please respond and advise.Thank you,*******************

  Business response

  02/08/2022

  Hello,

   

  Unfortunately we were not a part of this transaction.  Tracy CDJR was established 07/01/2020.  Formally it was Premier Chrysler Dodge Jeep Ram.  Tracy CDJR is not associated in any way with Premier and bought the business.  We do not have records and of the customers' warranty products and are not able to help cancel as we were not the selling Dealer. 

  Premier Automotive Group does own other Dealerships across California and *****************. You may be able to get a hold of another Premier store and hopefully they can help you out.  Or there should be the company name and contact information on your origial agreement for the products.

   

  If this was a transcation of ours, we would be able to help and look into it. Does BBB have a contact for Premier CDJR still maybe?

   

  Thank you

  Tracy CDJR

  Business response

  02/10/2022

  Again, we are not associated with Premier Chrysler Dodge Jeep Ram.  We took over Tracy CDJR on 07/01/2020.  We have nothig to do with transactions before 07/01/2020.  We are not associated with their warranty company that Premier used.  The customer will need to contact the warranty company themselves.

   

  Thank you

  Tracy CDJR

  Customer response

  02/14/2022

  I am rejecting this response because:we can not resolve this matter without the name of the extended warranty information.

  I have called phone numbers **********************6, 180035806oo.  I also faxed 8 reports to ************

  
  

• Initial Complaint

  12/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My Jeep Wrangler 2018 had a noise to the alternator, so i took my jeep to the Tracy Chrysler Dodge Jeep Ram Dealership Friday 11/19/21. The service employee said the alternator had to be replaced, so I had the alternator be replaced for a new one. I picked up my vehicle Tuesday 11/23/21. Didn't drive the vehicle much until i had to go to work on Saturday 11/27/21 and the car just shut down at a red light. All power was shut down. Not even a light would turn on. I had to call wrecker service to tow the vehicle back to the dealership and dropped off the vehicle and waited to speak to someone Monday since the dealership was closed Saturday. Today 11/30/21, I spoke to service worker ***** and he stated that the two batteries were damaged and also the starter fuse was burned. That I would have to be responsible for a payment of $830 dollars. This is clearly the dealerships responsibility to cover the charges. When I took the vehicle in for a noisy alternator, the batteries and starter fuse were in good condition and I never been stranded before. Now I get a alternator changed and it stranded me on the highway. The mechanic at the dealership did not do there safety checks correctly and the vehicle charges need to cover by the dealership since its there responsibility why this occurred.

  Business response

  12/01/2021

  Hello,

  Thank you for making us aware of this situation.  we have spoken with the customer directly and believe we have been able to come to a fair resolution.  

  Thank you again.

   

  Sincerely,

  Tracy CDJR

  Customer response

  12/01/2021

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

*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. ↩