ComplaintsforGengras Chrysler Dodge Jeep Ram LLC

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Gengras Dodge **** ******** ** service department. I brought our truck in for an oil change only for that night to notice on our driveway I was leaking oil. Brought it back to the service department they said there was an "overspill" of the oil and they cleaned it up and its all set. Two days later my engine light turned on (that never turned on before) called service and they said theyre booked out two weeks if the light is not blinking it can wait. Days later the truck is shaking when driving it so bad it had to be towed to Gengras. They diagnois it with motor issue and said its not their responsibility even though this all started after their "overspill" of the oil and the truck passed inspection prior to the oil change. They refuse to take responsibility of it and asked us to tow it somewhere else.

  Business response

  06/03/2024

  The customer came in for an oil change.  A couple of days later they called and said there was an oil leak so we had them bring it back.  There was a lot of residual oil leaking from under the truck.  Even though it was done in express, Nick looked at it and checked the oil level first.  It was full.  Nick then inspected the truck and determined there was a lot of residual oil from removing the old oil filter.  He cleaned the oil and rechecked the level which was good.  The customer called a couple of days later saying their engine light was on.  We made an appointment for them and determined there is internal engine failure most likely due to camshaft failure.  I spoke with her husband and tried to come up with all different options including used, remanufactured and Mopar.  I also tried to work a trade in for him while the truck was here.  Considering the fact the oil was full and it was basically a sloppy oil change we don’t believe we caused any failure in the engine.  Please let me know if we can be of any more help. 

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  7/22/23 I have paid this dealership no money as the vehicle I purchased and the issues I’m having are covered under warranty and recalls. This buisness is committed to providing me service for my newly lease vehicle purchased from them. The nature of my buisness is “service/maintenance”. The buisness has not been trying to resolve the problem but rather retaliate against me by prolonging service/maintenance as well as threatening me to be trespassed from the property due to, I the customer leaving honest and bad reviews about this company. I was also told by the GM of the company that because of this I needed to remove a “Road Hazard” vehicle, (classified under connecticuts lemon law statue.) The car has a steering stability issue which causes the steering wheel to shake, also referred to me as the (death wobble) by the service secretary over at gengras. Customer #: 97043 I have videos and pictures of the issue that I am willing to provide.

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My 2014 Jeep ***** ******** has been at this dealership from 6/22/2023 regarding my check engine light. Since the first day I dropped my truck off for repairs, the customer service, and responsiveness has been absolutely terrible! The service manager Rebecca H******** was extremely rude, unprofessional and of little to no assistance on guiding me through the process of my repairs. Not only this, the service department fails to return phone calls, emails, or voicemails. I approved work to be initiated on my Jeep 6/27/2023 and the approved work was not started until 7/10/2023. After numerous failed attempts of trying to reach out to the department for updates, I had to physically present myself to the service department to get a status update on my car. I have been reassigned to two different service representatives, Karen C***** and Edward P****. They were extensively better than my originally assigned representative Rebecca but there still has been little to no movement made on the repair progress to my 2014 Jeep. I have repeatedly expressed the importance of getting my car back due to the reason that it is my work vehicle and I travel back and forth from ************* to *********** on a weekly basis. Yet, I have not been offered a courtesy vehicle at any point throughout this process despite me inquiring about one. Unfortunately, I have had to accommodate myself by coordinating my own transportation including obtaining my own rental car services. I have made two follow-up calls and left voicemails on 7/13/2023 and 7/15/2023 and have had mad no further progress on getting my car repaired or a status update. This is by far the worst car service experience I have ever had. I do not foresee myself ever doing business with this company ever again.

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On October 20th my 2016 ***** ******* was scheduled to be seen, because it would not start. The service representative was not helpful, informative, she used foul language, and gave me the impression that I was annoying, whenever I was able to get in contact with her regarding my vehicle. For a week I received no notice of what was going on with my vehicle, nor were any of my calls returned. I only found out the my vehicle was ready, when I showed up to the service department to inquire. Upon picking up the vehicle, I had questions about different notes (listed by the mechanic) that were never discussed with me. The service rep stated that she did infact discuss those matters with me, but she didnt. Now my vehicle still won't start, my check engine light is on and my parking sensor will not cut off. The service was horrible, and I'm still left without a vehicle, after paying over $1300. I've reached out to the store manger, and have still yet to receive a response, and it's been a week. I would just like any assistance to address this matter, so that i can get my vehicle back in order to maintain my employment.

• Initial Complaint

  11/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was scratched while being diagnosed at gengras jeep **** ********, they have cameras and when the jeep was being pulled in it did not have any evidence of scratches or marks. They agreed it happened there but have been giving me little to no information about when it will be fixed. They do not want to replace the piece but have a company come and do a dent removal, I asked if I could get a quote to have this done at another body shop They said they will not reimburse me for 3rd party work. So thus is my only option. I feel like this is not correct and I should be able to get some sort of money to get it repaired correctly or just get it done correctly by them. But they are only giving me this ome option if dent removal when this isn't a dent it's a scrape on a plastic bumper. The incident happened on Oct 24th 2022.

  Business response

  12/01/2022

  To whom it may concern

   

  The Complaint ******** has been handled directly with the customer and we replaced her front bumper and addressed the slight scratches. The customer is satisfied with the resolution. Any questions please contact. Thanks in advance

   

  Jim T*****

  General Manager

  Gengras CDJR

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

• Initial Complaint

  09/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to get an oil change on my car they informed me that it was a recall on it. So they ordered the parts and called me to make an appointment 9/24 @8:40am. I informed the lady that I needed my car back the same day. When I got to the dealership I informed Derrick the service representative that I needed my car back the same day he said ok. I go home get a call after a few hours and he tells me they need to keep my car with no options of alternate transportation. Here it is Monday I call them in the morning to get an update he says they are working on it. When I call them in the afternoon he I asked when will it be ready. He tells me by 4:30/5:00. Derrick finally call me at 4:35 and tell me they need to keep my car another day. He said that the technician didn't get to it until 2:00 and the had other appointments today before they got to my car. Leaving me with no transportation again. This was supposed to be a hour job.

  Business response

  10/03/2022

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

  I am responding to complaint ********

   

  Ms. ******* car was indeed here for a Recall repair. Unfortunately due to the cause for the recall caused us to run into some difficulties in completing the recall in 1 day. We have since finished the repair and the customer has the vehicle in their possession. While I do acknowledge the inconvenience of not having loaners available this is due to the fact we currently have over 150 vehicle repairs open in our shop and every person wants a loaner and we simply don’t have a fleet big enough to handle all requests. I apologize for this inconvenience and will try harder to accommodate in the future. Any questions please contact me to discuss.

   

  Jim T*****

  General Manager

  Gengras CDJR

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

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