ComplaintsforThunder Chrysler Dodge Jeep Ram

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1/22/24 I brought my van in for an oil and coolant leak. Before I was given the repair information, I was contacted by the sales department asking if I would trade in the van. My original service agent was out after I dropped off the van and another service agent at Thunder was helping. It was difficult to get responses back and required me to call multiple times. 1/24/24 I received a callback on what repairs needed to be done. They originally quoted $6000 and included recommendations for replacing belt tensioners with pulleys, wipers, engine and cabin filters. The actual problem was an oil leak and coolant leak. These repairs included engine valve cover gaskets, engine oil filter adapter housing assembly, upper and lower intake manifold gaskets, water pump assembly and mounting gasket, radiator assembly, thermostat and housing assembly, gasket rev ******** all new spark plugs, engine oil, engine coolant, ignition coil replacement, fuel induction service. The total price for this service was quoted at *******. I agreed to the repairs and was told this would fix the leak problems. 1/30/24 I received my van back, it seemed to be working fine. 2/10/24 the engine light turned on, I looked under the hood, there was zero coolant left. I left a message that day, and called again on 2/12/24 at 7:30am. I was told I would receive a call when the agent arrived, never heard back and called back at 9:30, no answer, finally received a call back at 11:30am. The initial interaction with the agent involved blaming me saying that there could be a different problem now. 2/12/24 the van was towed back to the dealership, they gave me a rental and had the van until 2/28. I was told the van had two blown head gaskets, warped cylinders and to repair the problem would cost $7000 on top of the 4000 I already spent. They promised to put the parts back together if I did no want the repair, they put them back together but did not tighten anything down and now the van cannot be driven at all.

  Business response

  04/12/2024

  Hello and good morning to whom it may concern, I am writing to review the repairs that were completed and recommended for ************************************ and her 2017 Chrysler Pacifica. to start with the service department informs all customers that our diagnostic time frame is between 1-3 days which all customers sign off on when writing up the repair order. ******************* brought her vehicle to thunder Chrysler on 01/23/2024 with ******* miles for an overheating concern per R.O. ******. When the vehicle was inspected the technician found the radiator and water pump were leaking coolant causing the vehicle to overheat and upon further inspection the technician found the thermostat housing had coolant residue around the thermostat assembly and had several oil leaks that included both valve cover gaskets left and right as well as the oil filter housing and other seals which were added on the to the repair order as part of our multi point inspection along with spark plug replacement and fuel induction service which the vehicle was past due for service per factory service recommendations. The service agent contacted ******************* with the diagnostics completed and the technicians' recommended services which ******************* then approved. Upon completion of authorized repairs which included resealing the valve cover gaskets which included other seals in order to ensure the oil leaks were corrected and replacement of the oil filter housing, radiator, thermostat. spark plugs and a fuel induction service. After the repairs were completed the technician pressure tested the vehicle cooling system and there were no leaks present during the inspection and during the final test drive. Customer was notified that the vehicle was ready for pick and customer retrieved the vehicle on 01/30/2024. 12 days later ******************* contacted the service drive to inform the vehicle was over heating again. once the service agent was available after attending their morning service appointments the service agent contacted ******************* to inquire about their concern of the vehicle overheating. The General manager of the dealership authorized a tow truck and a rental vehicle to be provided for ******************* at no cost to her taking into consideration the investment the customer put into their vehicle with dealership. As well General manager ******************* approved the dealership covering the cost for the engine tear down to point of failure. Once the vehicle was torn down to point of failure the technician was able to show that the cylinder heads on both sides were warped from the initial overheat where the customer continued to drive the vehicle until reaching their home. This symptom was not present during the initial repair and inspection because there were no leaks present after repairing the vehicle and the coolant level was at the max ******** during and after the reinspection. When the customer picked up their vehicle on 01/30/24. It took 12 days and 742 miles driven for the vehicle coolant level to go down below the minimum and start to overheat again. When the customer ******************* was informed of the repair cost she was informed the original quote was for ******** which included replacing the cylinder heads with gaskets and related parts needed to complete the repairs, but given the special situation with ******************* and her vehicle the management team adjusted the estimate to a low special hourly rate of ***** (dealer labor rate is ****** per hour) that would cover the cost of labor and a parts adjustment that discounted the estimate drastically from $7173.69 to $4,056.31. ******************* was informed that her vehicle was not drivable after the tear down because the same parts and gaskets cannot be reused, and cylinder heads were so warped that engine would be leaking coolant internally and bolts holding down the cylinder heads would not remain adjusted due to damage the engine has had. This engine failure had to nothing to do with repairs that were previously completed by the dealership but happened because of the customer negligence to keep driving the vehicle while it overheated the first time.  In light of this situation the dealership without obligation and with full courtesy as a good gesture did not charge ******************* for the tear down or putting the engine back together as well as covering a rental vehicle for her while the diagnostic was completed. ******************* declined the repairs and had her vehicle towed out of the dealership.

  Customer response

  04/22/2024

  I didnt know if there was a way I was able to get an extension for my response. I am not satisfied with the response from the business. They made false statements saying I was driving my car while it was overheating which is not true. At this point all I was looking for was for them to refund some or all of the money considering they did not diagnose the problem properly. They also failed to mention the entire time they had my car they were pressuring me to sell it. They basically made it so it would make more financial sense to sell it back to them then to fix it. It felt purposeful. They also have many accounts against them for poor service work. 

  Customer response

  04/23/2024

  I didnt know if there was a way I was able to get an extension for my response. I am not satisfied with the response from the business. They made false statements saying I was driving my car while it was overheating which is not true. At this point all I was looking for was for them to refund some or all of the money considering they did not diagnose the problem properly. They also failed to mention the entire time they had my car they were pressuring me to sell it. They basically made it so it would make more financial sense to sell it back to them then to fix it. It felt purposeful. They also have many accounts against them for poor service work. 

  Business response

  05/07/2024

  Subject: Review of Vehicle Repair and Subsequent Issues for **************************************** 2017 Chrysler Pacifica VIN *****************
  
  Dear Sir/Madam,
  
  I hope this message finds you well. I am writing to provide a detailed review of the repairs conducted on **************************************** 2017 Chrysler Pacifica, as well as the subsequent issues and resolutions provided by our service department.
  
  ******************* initially brought her vehicle to Thunder Chrysler on January 23, 2024, with an overheating issue. Upon examination, our technician identified leaks in the radiator and water pump, which were the primary causes of overheating. Additional issues, including coolant residue around the thermostat housing and multiple oil leaks involving the valve cover gaskets and oil filter housing, were also detected during a multi-point inspection. After discussing these findings with *******************, she approved the recommended repairs, which included replacing the aforementioned components along with spark plugs and a fuel induction service as per factory service recommendations.
  
  These repairs were completed, and our technician conducted a pressure test on the vehicle's cooling system, confirming no further leaks. ******************* was informed and retrieved her vehicle on January 30, 2024. However, twelve days later, she reported that the vehicle was overheating again. Our service team responded promptly; the General Manager authorized a ?????????????????????????? ?????? ?????? ???????????? ?????????????? ?????????????????????? ?????? ???????????? ?????????????????????? ?????????????? ????????????????????.
  Upon further inspection, it was discovered that both cylinder heads were warped due to the initial overheating incident, which occurred before the vehicle was brought to **. This issue was not detectable during the initial repairs as there were no active leaks and the coolant levels were optimal.
  
  Faced with the need for significant additional repairs, including the replacement of the cylinder heads, we offered ******************* a significantly reduced rate for the labor and parts. The ?????????????? ???????????????? ???? $??,??????.???? ?????? ?????????????? ???? $??,??????.???? ???? ?? ?????????????? ???? ???????????????? ?????? ???? ?????????????????????? ?????? ???????????????? ???????????????????????? ???? ?????? ????????????????????.
  
  Unfortunately, due to the extent of the engine damage and the inadvisability of reusing certain parts, the vehicle was not drivable post-diagnosis. ******************* opted not to proceed with the repairs and arranged for her vehicle to be towed from our premises.  We ?????? ?????? ???????????? ****************** for the second level of diagnostics, tear-down, reassembly or the 12 days of a rental vehicle, once she refused any further work on the vehicle.  This was a $??,??????.???? ?????????? that was absorbed by Thunder Chrysler Dodge Jeep Ram. 
  
  We regret the inconvenience this has caused ******************* and have made every effort to resolve the issue efficiently and fairly. Please be assured that the initial repairs were performed correctly and the subsequent engine failure was unrelated to our service quality, but rather a result of the vehicle being driven while overheating.
  
  Thank you for your attention to this matter. Should you have any questions or require further details, please do not hesitate to contact me.
  
  Sincerely,
  
  ***********************
  Service Manager
  **************
  ************************************************************************
  Thunder Chrysler Dodge Jeep Ram
  

  Business response

  06/28/2024

  Dear Sir/*****,

  I hope this message finds you well. I am writing to provide a detailed review of the repairs conducted on **************************************** 2017 Chrysler Pacifica, as well as the subsequent issues and resolutions provided by our service department.

  ******************* initially brought her vehicle to Thunder Chrysler on January 23, 2024, with an overheating issue. Upon examination, our technician identified leaks in the radiator and water pump, which were the primary causes of overheating. Additional issues, including coolant residue around the thermostat housing and multiple oil leaks involving the valve cover gaskets and oil filter housing, were also detected during a multi-point inspection. After discussing these findings with *******************, she approved the recommended repairs, which included replacing the aforementioned components along with spark plugs and a fuel induction service as per factory service recommendations.

  These repairs were completed, and our technician conducted a pressure test on the vehicle's cooling system, confirming no further leaks. ******************* was informed and retrieved her vehicle on January 30, 2024. However, twelve days later, she reported that the vehicle was overheating again. Our service team responded promptly; the General Manager authorized a complimentary tow and rental vehicle considering her recent substantial service investment.

  Upon further inspection, it was discovered that both cylinder heads were warped due to the initial overheating incident, which occurred before the vehicle was brought to us. This issue was not detectable during the initial repairs as there were no active leaks and the coolant levels were optimal.

  Faced with the need for significant additional repairs, including the replacement of the cylinder heads, we offered ******************* a significantly reduced rate for the labor and parts. The initial estimate of $7,173.69 was reduced to $4,056.31 as a gesture of goodwill and to acknowledge her previous expenditures at our dealership.

  Unfortunately, due to the extent of the engine damage and the inadvisability of reusing certain parts, the vehicle was not drivable post-diagnosis. ******************* opted not to proceed with the repairs and arranged for her vehicle to be towed from our premises.

  We regret the inconvenience this has caused ******************* and have made every effort to resolve the issue efficiently and fairly. Please be assured that the initial repairs were performed correctly and the subsequent engine failure was unrelated to our service quality, but rather a result of the vehicle being driven while overheating.

  Thank you for your attention to this matter. Should you have any questions or require further details, please do not hesitate to contact me.

  Sincerely,

  ***********************
  Service Manager
  Thunder Chrysler Dodge Jeep Ram
  ****************
  ****************

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Have a warranty repair that occurred in Sep 02,2023.1. Went many times to dealer/ Days for them to determine issue 2. After 8 visits, they replaced the back window and the leak still continued with multiple return visits.3. It was agreed to replace 3rd break light and headliner by ******* who is no longer there.4. Spoke with ******* on Feb 1 whom said parts have been order/ but ***** said different.5.******* said that the parts had been cancelled since ******* left 6. ******* called back and left a voicemail stating they have known since November that they needed part information from my truck and parts have never been ordered.This issue has been ongoing for 6 mths and I would like to get this resolved since this dealership seems to have no ethics and its okay to lie and work in bad faith.

  Business response

  03/14/2024

  Good afternoon, on the matter or case of ************************* we have settled this case with the customer and the issue has now been resolved. You can consider this case settled. 

   

  Best Regards, ***********************. 

  Customer response

  03/15/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I’m going to give 2 stars because the buying experience was great. The service stops there! We have been attempting to get a fifth wheel hitch installed since July 18, 2023 (first scheduled installation date) Today is August 7, 2023). I woke up to a text message saying that the hitch did not arrive again and there is no way of tracking delivery still! Now mind you I live approximately 1 1/2 hours from the dealership! I believe this was the third time that we have had an installation date. We have only driven there once to find it out wasn’t there but I’m still in awe! This is terrible as I’m ready to go elsewhere! They have promised us discounted pricing but is it worth the stress? Communication and customer service are very poor in the service area. I do not recommend the service or parts department if they can’t track parts. I requested a call from the manger over an hour ago in service to explain why we had an appointment scheduled when he was unsure of the parts arrival. I’m still waiting for that call. What a shocker! I typically have to call him back at the end of the day.

  Business response

  08/21/2023

  Unfortunately, there was miscommunication between departments. The parts availability was also factor in the time frame of the work being completed. We apologize for any inconvenience.

• Initial Complaint

  07/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Around July 5, 2023, I took my ******** ******** to the mechanic because I noticed some issues with the transmission. After a few days, the mechanic called and informed us that the problem causing the harsh shifting in the car was the battery. This surprised me because we had just replaced the battery about 6 to 8 months ago, and I couldn't understand how it could have failed so quickly. Initially, I didn't think much of it. However, my concern grew when the mechanic explained that the battery was completely dead to the point where we couldn't drive the car, and they couldn't even charge it. The mechanic walked me through the diagnostic process and explained that running a diagnostic check on the transmission put a significant strain on the battery, which ultimately caused it to fail along with the second battery. I still find it hard to believe that this could happen. It's quite unusual that instead of offering a complimentary battery replacement, the dealership not only expected us to pay over $700 for their batteries but also demanded an additional $140 for the battery test that they themselves ruined. On top of that, they still needed to conduct another test to determine the issue with the transmission. This situation would be comical if it weren't true. While I understand that businesses may be facing challenges, this seems extremely dishonest and unfair.

  Business response

  08/14/2023

  Please review the attachments you can see the codes for low voltage. When you have a low voltage code it will affect different components from the engine to the transmission. The first step would be to be test the battery and replace if necessary. You have a main battery and auxiliary battery they both can cause the same issue if they start to get weak or fail. Your main battery failed 8 months ago and in this last repair visit it was the aux battery that failed. There must have been something lost in translation of the diagnostic explanation. The testing doesn't strain the battery because the vehicle is running, and the generator is charging the battery. The attached copy shows the low voltage codes present when you vehicle arrived, this was prior to any testing. I have also attached your invoice and there is no $140.000 battery diagnostic charge. There is nothing dishonest or unfair about your charges or the work performed. 

   

• Initial Complaint

  11/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The pictures are the invoice where they changed me $747.28 to change the misfire coil #2 and spark plugs and the last pictures are from after I picked up the van and the engine light came back on saying that coil #2 is misfire and I need new spark plugs . My Ac quit working too and reading the AutoZone instructions tells you to replace the gasket when replacing coils or it will cause coolant, oil, and vacuum leaks. Their machinec messed my car up. I want my money back and them to pay for any damages to *********** I do not trust them with my car anymore they do not know what they are doing

  Business response

  11/18/2022

  I spoke ****** on 11/16/22 and explained to her what was done and what she needs to have done in the future, her van was running at the time of our conversation there were no lights on its had a little vibration due to work she declined. She called the following morning stating her check engine light was on and she took it to advance and it had the same code of a misfire in the number two cylinder and the technician left her vacuum lines off and her a/c was now not working and she wanted a refund. I told her if the if the vacuum lines were left off the check engine light would have been on before she left the dealership and the work we did had no involvement with the a/c. I told her we would reinspect the car at no charge and the work we had performed had a warranty. She told me at the end of our conversation that she would bring the vehicle back in for inspection.

  Customer response

  11/21/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I did not say my vacuum lines were messed up to start off with I was upset and trying to read off the form Which states you need a to provide a good seal between the components and prevent external leaks if you do not it can cause coolant, oil and vacuum leaks. I drove my *** to the store that night I needed to buy a turkey and have not drove it since. I'm scared it will cause additional damage. I do not want to take it to the same mechanic that messed it up.Not only that I was lied to If there is anyway you can obtain the call mi told the guy I think his name was **** not to do any work to my car after he told me I had bad motor mounts and I know they are not bad. The vibration felt was due to my coil not being replaced properly. Now my car is worst than when I took it there I have never had an issue before I had an estimate for $651 to change all 6 coils and When **** called me back after he caused me to have a panic attack by telling me it was going to cost $3000 to fix my *** he said he would match my estimate and I said for all 6 coils yes so when I got there to pick up the *** I expected all 6 coils to be replaced but they said they only replaced one. When I got into the *** the check engine light was not on but I went down to circle K and filled up with gas and when I left it came back on. So, I took it to have the machine put on it and it has the exact same problem as when I dropped it off except by the time I got to AutoZone the ** was not blowing cold air anymore. I called the manager and left a message he never called me back. I am going to have to have the *** towed to Either Lakeland or *********** whoever can do the work first and plan on having everything very well documented. I want my money back and feel they should pay for additional damages caused by them plus when I ask them to come out and show me where my motor mounts where bad he could not do that. I feel like they just thought they could take ad***tage of me and I have always heard of that but this is my first experience. Now it's the holidays I'm a single mom and I have no way to go and they are not giving me my money back to get my car fixed.
  Not to mention the charge for the tow company I am scared to drive car I do not want to make worst than they already have.
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business response

  11/22/2022

  In both conversation I had with ******,
  I did Identify who I am and what my position is with in the company (service Director) all calls are recorded.
  She did speak to the Manager (myself). I still stand behind my original offer of inspecting the van at no cost to her. She will have ************************************************************ run risk of losing the warranty on the parts and labor of work performed.

  Customer response

  11/24/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  If they ******** my van and go do what they said to begin with and change all 6 coils with new coils fix the gasket they messed up and AC for no additional cost then I will take it back. That is not too much to ask listen to the phone calls I told him just do the oil change and tire rotation because I already know I could have all 6 coils replaced for $651 why would I agree to only changing one I would not. I was lied to and by the time I picked it up very stressed out. The guy called me back and told me they would match my estimate is the only reason I agreed to let them do the work.

  Customer response

  11/28/2022

  Can you please obtain all calls from and to ************? Please

  Customer response

  12/21/2022

  I just heard back from the mechanic, Thunder Dodge Jeep Ram cracked my engine by over tightening when they replaced coil #2 now it has to go to a machine shop. This needs to be resolved by Thunder ***** Jeep Ram

  Customer response

  12/21/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Again, I was not provided with the service I agreed to I told them from the beginning I wanted all 6 coils changed and they said they changed one and they said my motor mounts all needed replaced. However, *********** did not find anything wrong with motor mounts. So, it is not the motor mounts it is the same issue the van had when I dropped it off coil #2 is misfiring. I said I would bring it back if they agreed to do the work that was supposed to be done from the beginning. I really did not want to take the van back there but I did not want to be without a car either. Instead I did not hear anything back from them. I have been without a car since 11/16 I have not drove the van except for the day I picked up. I went to get a ****** and had put on machine. I got tired of being without a ride. So, I said for the van to be towed to my normal mechanic who I trust. I already had an estimate to change all 6 coils with lifetime warranty for $651. Also, now I am having to pay for additional damages caused by Thunder Dodge Jeep Ram in ****** ** and I want the recordings of all my phone calls to and from my phone number as previously requested. I should not have to pay twice for the same repair plus additional money for having it towed due to damages caused by Thunder Dogde Jeep Ram. I know they did not get the seal done properly and all the Freon leaked out before I even got home. I want my money back and will be sending a bill for the towing and anything over the $651

  Business response

  12/21/2022

  Again nothing has changed she has not returned for the free inspection. Nothing can be worked out until she returns and the vehicle is inspected. The issue may be a result of a faulty part. The part comes with a parts and labor warranty for two years unlimited mileage that comes with no additional cost or it may be result of work she previously declined. Whatever the case we will work with her to resolve the issue.

  Business response

  01/10/2023

  
  ******************************* <****************************************************************************>
  Mon, Jan 9, 1:27 PM (18 hours ago)
  to me
  
  I have already stated in the case what we are willing to do, no further action will be taken.
  
  
  
  Thank you
  
  
  
  *******************************
  
  Service Director
  
  Thunder CDJR
  
  

• Initial Complaint

  01/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The product that was pictured in the description was not what was sent to me. The label on the box did not even match what was in the box. And now I am being told that it's my responsibility to know what I'm buying and if I return the product it will cost me a 20%restocking fee.

  Business response

  02/07/2022

  Consumer Response /* (2000, 5, 2022/01/25) */ ********************************* Mon, Jan 24, 1:26 PM (21 hours ago) to me All been handled

• Initial Complaint

  09/18/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a part using FactoryChryslerParts.com (Order #*******) initial order was 1 products , 1 items $58.36 Shipping & Handling to 08021 $ 14.43 Total = $ 72.79 Was then contacted that the part I ordered was incorrect and the part recommended would be $47.19 more (Invoice # *******) so I paid that. ($105.55 Total for Part(s)). Turns out the recommended part was also incorrect and requested a return/refund by email on Wed, Sep 1, received email the next day stating "You are welcome to return the incorrect or unneeded part/parts." with and address and send ATTN: Rebecca and Include the order number as the RMA inside the package. Pacjkeged it backup in original packaging included Order number in package and shipped to supplied address on Septrember3rd. The package was received @ Thunder Chrysler on 09/08 I have emailed 9/9, 9/15, 9/16 asnd 9/18 requesting the status of my refund an as of 9/18 have had no response at all.

  Business response

  10/12/2021

  Consumer Response /* (2000, 6, 2021/09/30) */ A Full Refund was issued Sep 23, 2021, 12:01 PM

*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. ↩