ComplaintsforFort Collins Dodge Chrysler Jeep

• Initial Complaint

  05/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 3/25/2024 I returned my Jeep Grand Cherokee L Summit edition to the Fort Collins dealership due to multiple, repeated issues with the drive train. While the facility attempted corrections, they never proved to work. Additionally, the automated braking system began reacting on it's on and it did so with my family in the car the week prior to the return. When I returned the vehicle(it was a lease) I was told by one of the sales managers that my "negotiation" to be released from the lease early was to be taken up with the bank. Upon leaving and then informing the bank, they stated that the issue was to be taken up with the dealership or corporate. I attempted to reach out to corporate only to be told it wasn't their issue to resolve and that the I would have to pay the differential and that there was nothing they could do. I have reached out to the General Manager of the store and have not had any returned calls. At this point, I've reached out to the Colorado Dealer's Board and now you in an attempt to resolve this issue. I don't think my request is unreasonable to be let out of the lease early; especially, when the issues with the vehicle braking system are random and not easily replicated so I would be able to "show the business" what it does. At this point the resultant injury or death of my family cannot be the trigger where someone will step in and help. I'm hoping this leads to some sort of resolution. I no longer wish to own a new Jeep, and simply would like the ability to take my money elsewhere since Stellantis requires I return the Jeep to them regardless of the situation.

  Business response

  05/22/2024

  The last time Mr. Hernandez's 2021 Jeep Grand Cherokee was in our service department was back in November of 2023 for a check engine light. We are more than happy make an appointment for the customer to address any concerns he has with the vehicle. Unfortunately, the lease term is between Mr. Hernandez and the bank that was chosen between himself and his selling dealer which was not Fort Collins Jeep leaving us zero negotiating rights with the bank. If Mr. Hernandez wishes to pursue lemon law, that is done between himself and the manufacture of the vehicle which is Stellantis. Please have Mr. Hernandez reach out to myself if he wishes to make a service appointment or with any further questions. 

  Aric Heuring

  Parts and Service Director

  970-267-5057

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had several issues with my vehicle being serviced by Fort Collins Ram in the Express Lane Service Shop. Twice, they have advised they completed service to my vehicle that I did not feel they actually completed and that I paid for. Both were tire rotations and on my last visits there I have marked 1 tire specially and took photos and a video of the tire location to see if they actually rotated my tires. When I received my vehicle back yesterday, they had not moved the tires but provided paperwork specifically outlining that they checked them and rotated them. I complained to them that I could prove they did not complete the service they claimed to have completed and now I am wondering if they've ever completed services correctly on my vehicle as they do not have a Quality Control process in place to ensure the work is actually completed. The Service Manager told me I was welcome to look out the service windows to make sure they were doing the required repairs but that is not my job or expertise and I feel as though this shop should have some sort of checks and balances to ensure its mechanics are properly repairing vehicles and ethically operating on behalf of their customers. I am now stuck with a vehicle at 36,750 miles that has a check engine light coming on often and I have no confidence that this shop has maintenanced my vehicle correctly at any point given my recent experiences there. I would ask that Fort Collins Ram reimburse me for my service contract to have the vehicle serviced there so that I can take it elsewhere to have it thoroughly checked and repairs completed that are needed. My tires are also showing uneven wear due to them not rotating them twice now so I need to have those inspected as well. Its unfortunate that a customer cannot trust a shop to complete repairs they claim to have completed and to be lied to about them. Its unethical and unfair/deceptive practices that need to be addressed.

  Business response

  04/11/2024

  Mrs. Dove brought in the 2022 Ram 1500 on 4/10/24 for a tire rotation and lube oil filter change. During the visit the technicians performed a multi-point inspection and found that the cabin air filter was in need of replacement. This was shown to Mrs. Dove and she declined the replacement. The engine oil and filter were changed on the vehicle and it was shown to Mrs. Dove that the oil was brand new. It is true that the technicians did in fact forget to rotate the tires. This is unfortunate and there is no excuse that this happened. The advisor Dylan Wheeler did apologize and take responsibility for the fact that this unfortunately did occur but did however get it right back in the shop and have the technicians rotate the tires. Our error was noticed, handled and accountability was acknowledged within the day. We understand Mr. Dove's concern regarding quality control and trust. We appreciate him taking the time to point out the fact that we failed in this aspect as we can learn from our mistakes. Unfortunately we had to learn at his expense. We ask that he also understand that the express lane is a place of growing and learning. We do have checks and balances in place but again people make mistakes as we are not perfect. We are thankful that Dylan was able to remedy this situation swiftly. Mr. Dove purchased a maintenance plan 5/12/22 at the time of sale with his vehicle that encompasses more than just oil changes and tire rotations. It also allows him to get discounts on other services, inspections, rentals and so on. I am sorry to hear that the check engine light is coming on and recommend an appointment with the main shop. 

  Customer response

  04/11/2024

  Complaint: 21561369
  
  I am rejecting this response because: It is not adequate to state you simply have to learn from the mistakes made on my vehicle. There is no no confidence remaining that prior Service visits to this establishment were completed correctly and their own documentation shows excessive wear on the front tires of my vehicle where if they had rotated them like they said they did in the past there should not be that great a difference in wear. The Business has only offered excuses and nothing to make me as the customer indemnified. I am again asking that they refund my service plan amount that I paid so that I can take my vehicle to another service shop to be inspected and fixed if applicable. I looked to schedule an appointment with their main service shop for check engine, light issues and recalls and the next available appointment is 2 months from now. This does not seem a feasible amount of time to wait to have my vehicle looked at and make sure it will not sustain further damage from negligent servicing. This truck was $70,000 new and I want peace of mind from a different shop that the vehicle's maintenance is now up to date, complete, And no further repairs or actions are needed that were not completed by Fort Collins ram Express lube and service. 

  
  Regards,
  
  Josh Dove

  Business response

  04/11/2024

  As previously stated, we take responsibility for the mistakes made and we were also very quick to respond to correct those mistakes by completing the services as requested. No excuses given only accountability was taken, corrective actions taken and our apologies. The service plan that was purchased can be used anywhere accepted. Therefore, the customer can take his vehicle to another shop if he feels so inclined. I apologize that our schedule is full, we are currently scheduling for 5/8/24. 

  Customer response

  04/12/2024

  Complaint: 21561369
  
  I am rejecting this response because:
  

  The service contract has now been used up at this shop and no more services remain on the contract. The dealership has twice not completed the work. It said it completed and provided me paperwork that it completed. How am I supposed to believe or know that it completed any of the required vehicle services? I would like them to reimburse me for the cost of the service plan I purchased from them. When I purchased the service plan it was understood that they would provide full service on my vehicle and they have not done so. This money refunded to me will allow me to take the vehicle elsewhere and have it checked out without having to come out of pocket heavily. I trusted this corporation to take care of my vehicle and paid a premium price for it And due to their negligence and inability to have quality control for their work, I have no confidence that my vehicle is roadworthy or up-to-date on repairs. It's not fair for a business to not complete its end of the bargain and then keep the full amount of the service contract I entered with them. They should refund me for this contract in good faith to show they are truly sorry for the inconvenience and for not meeting the terms of the service contract by completing the work. I should not have to be a detective to ensure my vehicle is repaired correctly. I feel that this is little to ask when their negligence could have caused or may still have caused wear and tear to a $70,000 truck and $ $1,500 worth of tires. 
  Regards,
  
  Josh Dove

  Customer response

  04/12/2024

  Attached is the paperwork they provided me showing a very detailed description of the work that they did not complete on my vehicle. It wasn't just an oversight, it was a lie and a well-documented lie. This is also not the first time they have done this. Tire rotations are a very visible Service item and can be easily detected if they have been done or not. But the other work I have no confidence was done appropriately now given the history of catching this dealership servicing department in a lie twice. 

  Business response

  04/12/2024

  We checked the status of your service contract and found that there are still services remaining. You still have five tire rotations and one lube, oil and filter plus tire rotation remaining in addition to the previously mentioned inspections, discounts and other misc. As stated previously this contract was purchased almost two years ago and has been applied on multiple visits.
  We have not denied responsibility or made excuses. We have done the opposite. In each response we acknowledged the mistakes made and stated clearly that while it is a fact that initially the work was missed, when brought to our attention we apologized and made it right. We completed the work at that time and Mrs. Dove was present and showed proof the oil was changed.
  We have taken accountability, completed the services and apologized more than once. We will not be refunding a plan that has been used on visits over two years and has services remaining that can be used elsewhere. Being accused of negligence is taking it to extremes when we did make it right and completed the work in the end. 

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my truck in one of my fleet trucks. They ripped me off thousands of dollars and didn't fix. Sent to Ford they fixed immediately and they never rebated me. They kept my truck for over a year. My other truck they charged me $725 for oil change packet and wont rebate. Fort Collins Dodge is very crooked dont go there. I have an oil change packet that I paid for they dont want to rebate.

  Business response

  03/06/2024

  Customer's complaint is referencing more than one vehicle and situation. Customer brought a 2006 Ford F-250 truck to a Dodge service department for repairs. Customer brought vehicle in on 3/22 and the code present in the system was a P0299 for turbo under boost. We replaced the turbo at that time. Customer returned a year and a half later on 12/23 code P0299 returned. We were able to get Ford to warranty the turbo part but not the labor, therefore the customer covered the labor. The customer returned two weeks later with a check engine light on. A different code this time of P1335 for EGR position sensor minimum/maximum stop performance. This code has to do with the EGR valve, not the turbo, and was not present in past repairs. We took the truck to Ford for diagnosis. Ford then initiated contact with the customer and the customer authorized repairs. We are not reimbursing the customer for the repairs completed at Ford because they are separate repairs that are unrelated to work done in the past. The customer seems to have a hard time comprehending this and has taken to bashing us on every platform available and every review he can find. Just because the check engine light is on doesn't mean it's the same thing. 

  The customer is asking for a refund on a pre-paid oil change contract on his Dodge truck. As he is upset and intends not to return to this facility. We informed him that the package is with Chrysler and can be used at any Dodge Chrysler Jeep Ram dealer. He has 2 oil changes remaining on the contract. The contract is non-cancellable, refundable and/or transferable. 

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In November 2020, I purchased a 2017 Ram 1500 with only 16,800 miles from Carmax along with a Carmax extended warranty. I immediately took it to Fort Collins Dodge to initiate service and maintenance. Since that time, I have only had the vehicle serviced at that location. I have followed every recommendation and maintenance schedule they have given. I scheduled an appointment for oil change and inspection for 11/2/23 and 2 days prior, I noticed a strange sounds while braking. I immediately stopped driving the vehicle at that time and contacted the dealership to ask that they investigate the sounds during the maintenance appointment. During that appointment, I was then contacted by the dealership and told I needed a complete brake job including pads and rotors. I asked them to contact Carmax assuming this would be a warranty issue given the low mileage of the vehicle (49k) and the fact that I had been performing all scheduled maintenance per recommendations. The claim was denied stating it was normal wear and tear. As I would later learn, despite the claim that my truck was being "inspected" at all service appointments, no one had inspected the breaks during the previous service. This is documented in the service record from 11/21/22 stating "brakes not inspected". Had the dealership completed the RAM recommended inspections they claim to have been doing, its certain the pad wear would have been identified and pads replaced for a fraction of the price, likely $500 and not $1960. I am requesting that I be reimbursed $1500 as Ram failed to complete the inspections a reasonable person would assume they were performing. Had they done those inspections, the complete brake overhaul would not have been indicated. Please note a second complaint is also being filed related to this service appointment.

  Business response

  02/05/2024

  This customer has been to our express lane previously three times before the visit in question. All three times the customer asked for a lube oil and filter change to be done. The visits were at 3/21 at 20,969 miles, 1/22 at 30,885 miles and 11/22 at 39,758 miles. While in the shop the lube technicians performed a multi-point inspection on the vehicle during each visit. The brakes were not inspected on these visits as the tires were not removed. The inspection form was marked that the brakes were not inspected, and the customer was shared the results of each inspection. On the visit in question the customer requested a brake inspection due to the brakes making noise. A brake inspection was then performed by the technicians and then the recommendation to replace all four brake pads and rotors was given. We as a dealer do not resurface brake rotors, we only replace them per manufacturer recommendations. The customer's service contract he purchased does not cover brake rotors or pads as they are considered a wear item. The customer states he received an estimate from a competitor to replace his brakes for $500. That is for what we call a "pad slap." Which would be just to replace the pads onto the rotors without turning them or replacing them. It is very unsafe and would most likely result a noise. 

   

  Mr. Arguello has spoken with our former GM Steve Hardy, and they worked out an agreement. As Mr. Arugello had additional work performed that was covered by his service contract and we split the cost of the deductible with him. 

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 11/3/23, during scheduled maintenance, several items were noted to be in need of repair on my Ram 1500 including rear shock replacement and pinion seal. I was told that the parts would need to be ordered and I would be contacted when they arrived, likely 1 week. Now 2 months later, I have called several times and been told the parts would likely arrive within a week. I asked only that I be kept updated with any delays, but I have continued to be ignored. Last week, I called and asked to speak with the Service Manager directly to voice my concerns and left a message for Jaime Becker requesting a call back. My call was never returned. The next day, I was left a voice mail from the parts department asking if I still wanted the shocks. Obviously I found this confusing. I called again the morning of 1/8/24 and again asked for the service manager and again left a message for Jamie Becker requesting a call back. Later that afternoon around 1:30pm, I called again to speak to the service manager and was told Ms Becker was actually out sick. I asked to speak with a different service supervisor at that time and explained my concerns and frustrations. I was placed on hold by the receptionist and then told a service supervisor was going to review the case and call me back shortly. Again, I was not called back by any service representative. Later that afternoon, I was called by someone in the service department and asked if I wanted to schedule the service. I asked if the parts had arrived after all and was told they had been there since the middle of December. When I stated I called last week and was told they were still on order I became concerned that only some of the parts had arrived and asked to confirm if all parts were in stock. She was unable to tell me as she didn't know what all needed to be done. I was told I would be called back shortly, again this did not happen. Can someone simply give me a clear update so I may get the service completed?

  Business response

  01/15/2024

  Mr. Arguello and I have discussed his issue and have reached a mutual agreement that is satisfactory to Mr. Arguello.

  Customer response

  01/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  Daniel Arguello

• Initial Complaint

  12/07/2023

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  The Jeep was Purchased on 11/09/2023 (Ref. Deal no.104930). During the negotiation process, a $7000.00 Service Contract Plan was added to the Vehicle Purchase Agreement. During the final review process, we missed this $7000.00 Line Item. We visited the Dealership in person to request a resolution to this oversight. They reviewed the benefits of the Service Agreement but were reluctant to offer any resolution. At this point we are content with the basic deal for the jeep. We paid $25,000 down with a Balance of $33,195.74 Financed with canvas credit union.

  Business response

  12/07/2023

  When Mr. Maxwell purchased the Vehicle he elected to purchase a vehicle service contract. The advantages of this policy was fully explained and Mr. Maxwell decided to have this added to his purchase. At that same time it was explained to Mr. Maxwell that the service contract was non-cancellable and he signed the attached form disclosing that the only time the policy could be cancelled was in the event of a total loss or repossession. Unfortunately, we cannot cancel this policy.

  Customer response

  12/08/2023

  During the warranty presentation there was no mention of a $7000.00 Service Contract. The options were discussed with no mention of the costs involved. At this point it seems that the intent was to entrap us into a contract without any opportunity to negotiate or review the details. As a customer I consider that this process was deceiving and unacceptable. At this point there is still an expectation for restitution in the form a refund or mutual settlement.

  Customer response

  12/08/2023

  Complaint: 20975099
  
  I am rejecting this response because:

  During the warranty presentation there was no mention of a $7000.00 Service Contract. The options were discussed with no mention of the costs involved. At this point it seems that the intent was to entrap us into a contract without any opportunity to negotiate or review the details. As a customer I consider that this process was deceiving and unacceptable. At this point there is still an expectation for restitution in the form a refund or mutual settlement.
  
  Regards,
  
  John Maxwell

• Initial Complaint

  05/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I was deceived into buying an "Mechanical Vehicle Service Contract" and "Car Care Service Plan" for $5,317 and $1,269 respectively when in fact I did not need them. I was told for the "Mechanical Vehicle Service Contract" by the finance manager that the used car I was buying (a 2019 VW Golf Alltrack) would not transfer the OEM warranty to me as the second owner, when in fact this was the case and the car's OEM warranty through 60,000 miles transfers to subsequent owners (and I confirmed this when I had warranty work done recently). Furthermore, I was also told that my APR on the car loan would go down would go down if I purchased these products, as there were "coupons" that would lower my APR on the loan by purchasing these products. This is not true at all, this is actually a classic scam (that I did not know at the time), and makes no sense as the loan APR is based on your credit score and debt to income ratio. I would like to be able to cancel these contracts and have them refunded in full to the loan, as they were sold to me under at least two blatant false pretenses. It's actually a violation of the contract itself, as the finance manager made it seem like I needed to purchase these to get the loan, when in fact that is illegal.

  Business response

  06/20/2023

  from: Steve Hardy <[email protected]>
  to: Clay Andersen <[email protected]>
  date: Jun 19, 2023, 4:40 PM
  subject: RE: Response Required | BBB Complaint ID 20064594
  
  Clay,
  
  I have visited with Mr. Mable and emailed him the disclosure we have EVERY customer sign when purchasing a vehicle. The disclosure states that service contracts are non-cancellable and are optional and cannot be required by a lender for approval or rate discount. I have issued a cancellation on some other options Mr. Mable purchased and will get that refund to his finance company once the refund is issued.
  
  Steve Hardy

  Customer response

  06/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  Richard Mable

  Customer response

  04/18/2024

  I cannot get a response from the dealership despite calling many times, leaving detailed voicemails, and having JMA group call (the insurance company that furnished the GAP) on where my money went from a cancelled GAP product. I received the letter from JMA group that the GAP product was cancelled on January 4, 2024 and they had sent a check to the dealership and that "within the next 30 days, the pro-rata refund for this product(s) will be sent by your dealer to either your lender and credited to your account, or directly to you if you do not have a loan." As my loan was paid off December 4, 2023, I expected to receive a check from now, even if it was mistakenly sent to the credit union which held the loan. I have contacted JMA group, which has called the dealership directly multiple times and can get no response from the dealership either. I would like to know where my money went and receive my pro-rata refund of the GAP product that was cancelled nearly 4 months ago. Please also note the address on the letter is my old address. I included my current address with this complaint, and I've also had mail forwarding on since I left that address, so even if the check was sent to my old address, it should have been here by now.
  
  Richard Mable
  1809 S Welch Cir
  Lakewood Colorado 80228
  UNITED STATES
  860-630-0881
  [email protected]

  Business response

  04/18/2024

  Good afternoon Mr. Mable,

  Thank you for your email through the BBB.  I apologize on behalf of the dealership for your frustrations.  If you have the names of the employees you've left messages for, I would appreciate the feedback so I can address this with them. 

  Your cancelation was processed in January to Canvas Credit Union.  I've attached both a copy of the check and the proof of payment from our bank for your GAP cancelation. Canvas should have refunded you any money due back to you for this cancelation. I would recommend contacting them, as we have fulfilled the cancelation request. 

  Again, I apologize for the inconvenience.

  Thank you,

  Katy Anderson

  Office Manager

  Fort Collins Dodge Chrysler Jeep

  970-267-5060

  [email protected]

  Customer response

  04/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  I found the money, it was in a savings account at the Canvas Credit Union. I guess they just deposited it and didn't tell me, not very good on their part.

  Apologies to have to go through the BBB to get a response, but I could not get in touch with anyone. As for who it was in particular, I am unsure. I think it was at least two different people both in the finance department. 

  
  Regards,
  
  Richard Mable

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