ComplaintsforFirkins Chrysler Jeep Dodge Ram

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used 2015 **** Focus with about ***** miles on it. I paid cash for it because our daughter that has stage 4 cancer needs a reliable, economical mode of transportation to go to her chemo therapy and other Dr's ************* The car drove fine when we left the lot and seemed to work just fine. It was exactly 1 week later when all the dash lights came on and the car very badly so we had to park it. I contacted Firkins and related the problem. The used car manager was very rude and unprofessional and said I should have purchased an extended warranty. I was under the impression that the car had been through over 100 checks and there was nothing they could do to help me. After doing research with **** by submitting the ***** I found out that there were 2 recalls on this car from the factory. 1 for the transmission and 1 for the clutch. I do believe that the service department had the car washed and vacuumed and put it on the lot for sale. The car is now at Auto Nation **** of ********* ** waiting for parts and my daughter still does not have transportation. If Firkins had checked **** with the **** they would have seen there was 2 recalls and **** would have even paid Firkins to correct the recalls. I am irate and very disappointed with Firkins as a whole. What I would like to do is return the car to Firkins get my money back and purchase another car for my daughter from a reputable dealership. I am 76 yrs old and a 100% disabled Marine Veteran and the only income I receive is my VA disability benefits and social security. Money is pretty tight and can't be wasted buying a car with know defects. All we want is to be treated fairly and respected and not being taken advantage of. Oh yes, I have pseveral texts and emails to Firkins but only receive automated responses from a computer!!!Please help if you are able. Thank you, *************************.

  Business response

  01/17/2024

  Customer purchased the vehicle AS IS.  We offered to sell and extended warranty and the customer declined.  The customer never brought the vehicle back to Firkins for repairs.  Took vehicle directly to **** and we didn't have the opportunity to look at it.  If the customer did buy an extended service contract it would have been covered at no expense to the customer.  We have a signed document showing that they declined this warranty.

    We are sorry for the news of the daughter.  Thoughts and prayers for ******************.   However, it is unrelated to the purchase of the vehicle.

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new Jeep Wrangler in July 2022 at ******** Chrysler, Jeep, Ram. Diesel! In October 27th, 2022 the Check Engine Light came on @ **** Miles. I drove it to Firkins, the local dealership for service. I was told there was nothing wrong with the vehicle, to continue to drive it unless the engine light flash continually. From this October 2022 time I've had the vehicle in 9 x's for the same Check Engine Light issue. I've been told over and over that it's the Knocker, until my July 2023 visit. Diagnostics on the Check Engine Light could not be ran unless the light was on when I pulled into service. So every time I went to Firkins dealership for service the light would be on, diagnostics ran and a scheduled appointment was made. When I'd get there for the appointment the light would be off. I then went on October 25th, 2023 and was told after the car was in the shop for the day, that it was a process that Chrysler recommended and this time they cleaned the insides of the DEF tank and cleaned the filter because it had swelled up due to the contamination. I was told the tank was flushed, the filter cleaned and everything reassembled back to normal. The light would never come on again for the same problem. However, 3 days later it was on again. I take it to Firkins Service and was told the 2nd phase would be to drop the take and replace it, so parts would have to be ordered. 3 weeks later and several phone calls to Firkins, I'm told the parts were ordered from an outside distributor because Jeep did not have the parts stocked. I get a call from Jeep WAVE and was told the parts were never ordered, not even parts for the RECALL on the High Pressure Fuel Pump was ordered as the service advisor said. When I contacted the Service Advisor he said they Jeep Wave would never see the order since it was an outside dealer. When I called Jeep Wave, I was told the parts were really ordered November 22, 2023. Today, I called my service advisor who lied to me many times, he said in a very angry voice...." The owner of Firkins specifically said, do not give out rental cars, I did not buy my Jeep at Firkins and I am not entitled to a rental." I was very displeased and to have this Check Engine Light issue with a new vehicle seem unacceptable. I have to have a vehicle for my 96 year old Mother and Mother-In-Law who I transport around town. 1st if the high pressure recall is not fix or the check engine light problem resolved, I could break down and be stranded!I feel as a women Firkins Service is jerking me around and their many lies are keeping me from having a vehicle acceptable to drive and most especially taking my elderly parent around town for daily needs. Today, November 29th, 2023 I still have a check engine light on. Not only that, the DEF needs to be filled once again! I put DEF in the tank prior tomy visit in October 2023, so if they cleaned the tank, the service department would have drained the DEF, apparently another LIE on there end if the DEF needs to be added or the car will shutdown at 155 more miles.

  Business response

  11/30/2023

  Customer has an open recall with Stellantis.  That only allows the dealership to order one every 7 days (Restrictions from Stellantis).  At this time we have over ********************* line.  The customers go on the list and every 7 days we update the list in order as they came in.  If the customer is not satified with this.  Then they need to return to the selling dealer to see if they can do better.

  Customer response

  12/04/2023

   
  Complaint: 20933972
  
  I am rejecting this response because:
  Your service advisor has flat out lied to me regarding parts. The vehicle jeep 2022 wrangler has been in and out of your shop eight times for the same issue, and most likely more. You are not looking at service on this vehicle because your indicating parts were ordered and they were not ordered if they were back in August 2022. Those parts should have come in for the check engine light because the engine light has been coming on since the first month after I purchased the vehicle and that would have been in July 2022. We are now in, December 2023 over a year and you still have not fixed the vehicle, If what you are saying, the parts were ordered in a first come first serve basis and I should have gotten these parts way back in August and at the most in October 2023. Next the recall parts were not backordered as I was told, According to Jeep wave they were in stock, and should not have been Problem fixing the recall issue. You need to look at my service list going back as far as August 2022, and see that my check engine light has always come on and gone off. Apparently your service advisors do not know how to read the diagnostics correctly or it would have been corrected by now and as far as Im concerned, it is a lemon! I called and talked to the Jeep dealer where I purchased the Jeep and they said I was allowed to go to any Jeep dealership I wanted to get it serviced. Since I have purchased in the past at Firkins and had No issues with your service department. I chose to come there because it was convenient to where I work and where I live.! I did not purchase this vehicle from you, because you had no jeeps in at the time of my purchase. I am very displeased that you did not read the whole service on this vehicle, and you come up with the solution again that is so much of a lie about how its first come first serve otherwise my jeep would have been taken care of back in August 2023.

  
  Sincerely,
  
  *******************************

  Business response

  12/07/2023

  Nothing can change with this situation.  Customer is welcome to return to selling dealer if they can get the part faster.  We can only distribute parts as they are received to the customers that are on the list first.  Unfortunately, the customer will have to wait.  I wish I could have the part sooner and make Her happy.  She is welcome to call Stellantis hot line and file her displeasures with not having the part.  Stellantis **************

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my Jeep into Firkins Chrysler Easter Sunday. I had an appointment the following week for a check up. The clutch was determined to be bad,and it was replaced at a cost of $2500. That took about 2 weeks. At that time, it was determined the transmission was also bad. It took 4 more weeks to get that job done. At that point, I picked up the vehicle. Upon driving, the vehicle would pop out of 4th gear on its own. I returned the vehicle the next day. I was told a cable had to be replaced and that took another week. After that, I was told that wasn't the problem. The transmission they installed was bad. Another week has gone by and another transmission has yet to be ordered. I am an Uber driver and I am losing $1200 a week in income along with the cost of renting a car for six weeks at$300 per week.

  Business response

  06/09/2023

  The customer is right that the vehicle is not running as expected.  However we have had conversation with the customer that we were reaching out to ********************** and seeing what is next to fix his vehicle.  It was not the repair that failed it was a failed part provider by Chrysler.  Chrysler has agreed to reimburse Firkins for a rebuild and supply parts to fix the issue.  Firkins did provide transportation (Rental) at no cost to the customer.  We are not responsible for lost revenues or wages due to down time.  It is our obligation to supply transportation and we provided that to the consumer.  We hope this repair will get the customer back in his vehicle this week.

  Customer response

  06/12/2023

   
  Complaint: 20143317
  
  I am rejecting this response because:
  That faulty part is just the latest in a series of events that has led the dealership to have my vehicle this long. While the people at the dealership have been kind, it took 6 weeks to get to the point where they received a bad part. Their response only addresses the last 2 weeks. Previously, I had to rent a car on my own while waiting for an approval to repair the transmission which had taken 5 weeks. They have now had my vehicle for a total of 9 weeks. I was informed last week that the vehicle will be ready this week. I'm not holding my breath. I have been in the hospitality business most of my life. I can be a great person and the nicest server, but if it takes 3 hours for the customer to get their dinner,it doesn't matter how nice I am. The customer will not be happy. Well, I am not happy that my vehicle has spent a total of 4 months of the 10 months I've owned this vehicle because of procedural issues of 2 separate dealerships.
  Sincerely,
  
  *****************************

  Business response

  06/14/2023

  I am confused on this line of communication.  The customer stated that his complaint is with Stellantis (Chrysler) not Firkins.  And he is retracting this complaint from Firkins name

  Customer response

  06/16/2023

   
  Complaint: 20143317
  
  I am rejecting this response because

  That is not what I stated. Firkins is putting the blame on Chrysler for the delay. They are a representative of Chrysler with their dealership. That is an internal problem for them and no concern of mine. My concern is that they have had my vehicle for 9 weeks and it is still not repaired. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Car has been at the dealership for almost 5 months now getting fixed. I understand repairing a vehicle with electrical issues takes time, but I feel like I am doing their work for them. Meanwhile, I feel I am on the back burner while they spend their time working on other customers vehicles that are easier to diagnose and repair than working in a timely manner to repair my vehicle. Example: emailing the insurance company 3x over 3 weeks and waiting for a response rather than calling them to talk to someone about approving the request. Waiting that long for a response is a waste of time when a quick phone call would have sped up the process. Instead, I was the one who had to call the speed up the process. Attached is a log of everything that has happened in the last 5 months of them having my vehicle. From having extreme communication issues, to having to get involved myself to get the ball rolling for them, and time wasted while there was a lot more that could have been done to get my vehicle repair moving faster.

  Business response

  03/22/2023

  Great customer and of course the customer should not have to wait for Her vehicle to be fixed.  We are working within the guide lines of the manufacturer and the warranty process.  We have asked ********** to assist the customer with funds to trade out and we are waiting on their answer.

• Initial Complaint

  10/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  The day before Thanksgiving 2021, I got into an accident on the *************. I am a former employee of Firkins body shop and decided to go through the shop for my vehicle repairs with insurance covering the damages as the other driver received the ticket for hitting me. I know that some of the guys I worked with were still in the shop and did great work so I felt that my vehicle would be well taken care of. Unfortunately, it is October of 2022 and my vehicle has NOT BEEN COMPLETED. I am still missing a lower front grill and windshield. The paint still has discrepancies like blemishes and overspray and needs to addressed. My custom wheels have been damaged due to the paint. Prior to hurricane ***, **** from the body shop told me to bring my vehicle in and promised it would be completed when I picked it up. I was told to pick up my vehicle the day we had to evacuate for hurricane ***. ***** brought my vehicle to me with the gas gage on empty and I could not find gas anywhere. My family and I were stuck. Not only did they bring my vehicle to me on E, but they charged me for the rental. Its about to be a year and my vehicle has not been completed. Firkins has received over $10,000 in payments for my vehicle and yet it is not complete. I want my truck repainted, damage fixed and complete with the lower grill and windshield.

  Business response

  11/17/2022

  Insurance claim and we have to do as instructed by the insurance company.  Only can fix what they approve.  Any delays in repairs was due to parts availability and waiting on insurance approvals.  All other items were previous damage that is not covered.

  we will reach out to customer again got see what we can do to help rectify his displeasures.

  Customer response

  11/27/2022

   
  Complaint: 18200838
  
  I am rejecting this response because: as of November 27,2022, management has not contacted me to rectify the ongoing issue. And this vehicle has not been any collision nor, has had any damages prior to the accident. And my wheels were recently purchased from the time of the accident. I have receipts and photos to show proof. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I took my 2020 Ram Power Wagon to Firkins to have a routine oil change performed. My service advisor, Santos Rivera, informed me that there were a multitude of Software updates that needed to be addressed and I would have to leave the vehicle there for several days. I agreed and Santos offered me a loaner vehicle. Everything was fine up to this point. I have a custom vinyl wrap on both my hood and tailgate of this truck. When I picked up my vehicle, I noticed a significant scratch (approx 6 inches) on the tailgate vinyl wrapping. I brought this to the attention of my Service Advisor. He expressed that when he received the vehicle, he did a walk around inspection, and did not notice this obvious damage. With many apologies, he instructed me to speak with the Service manager James. I spoke with James and he was unable to assist. They have cameras in the receiving bay. He said they were unable to tell if the scratch was already present prior to the service department receiving the truck. I explained that Santos had done a walk around inspection of the truck and saw no such scratch upon receipt. Now Firkins is taking the position that they will not remedy the situation because they cannot see the tailgate on camera upon receiving the vehicle. Their own advisor told them that the scratch was not there when I brought the vehicle in. I paid over $900 for both the hood and tailgate to be wrapped, and I am holding Firkins accountable for the repair costs to make my truck whole again.

  Business response

  07/11/2022

  Business Response /* (1000, 10, 2022/06/15) */ James B. my service manager handled directly with the customer. We did nothing around the area that the customer claimed that we damaged his vehicle. If we had damaged it we would have paid for the damage. The claim according to my manager doesn't make any sense based on the location of the damage Consumer Response /* (3000, 12, 2022/06/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I agree that no work was done in the area where the damage occurred. What I disagree with is the damage is not from the hands of employee(s) at Firkins. Your service advisor and I walked the vehicle because he liked the vinyl wrapping that was done. It is also procedure for the advisor to conduct a vehicle inspection to ensure there is no previous damage. He conducted such inspection at the point of me dropping off the vehicle. No damage notated. When I picked up the vehicle, I noticed the damage and immediately brought it to Sanyo R. attention. He concurred that the damage was not there when I dropped off the vehicle. Firkins is liable for this damage and it's remediation. I will allow 1 week to address this issue before I file a small claims lawsuit against Firkins where I will subpoena the footage from the day I dropped off the vehicle.

• Initial Complaint

  05/02/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went this morning to the Ferkins Chrysler, Jeep, Ram for an oil. The waiting line is almost always a long dragging experience, it takes 30 to 40 minutes in lime waiting for a service tech to even greet you or help. Finally Krista was my service rep. She asked what I wanted done today? And I replied I request just an oil change. She mentioned the check engine was on but that I knew it was because the battery was stalling and I already gotten an inspection on my own and even showed her a document that had of the inspection done due to battery and a other code then She asked where I got it done, I replied on my own. She asked if I wanted to leave the truck the I had to sign. Then I get a call indicating all the code they ran and that there would be a charge of 189 for doing inspection the battery was almost thre $300 at which point I asked for what inspections and why am i being charge so much. And that i did not asked for any else. She said she will have Scott her manager call me. And I decline any job on battery nor any inspection to be done. I finally got over at the dealership. Scott was very rude throughout all our conversation and stated that he cannot release the truck and that I would have to pay all the amount of almost $400 dollars. She stated that he will not release the vehicle unless all was paid. He even said that he will change the description of only doing the oil inspection but he will still keep the prize. No ïïï��ï��ïï��ï��" consideration of anything I had to say nor explained. I just want to pay for what I asked which was an oil change which she said it was around 65 dollars. My truck is still at the dealership and i don't have any vehicles to get to work nor pick up my 6 yr old daughter from school. I will not pay for something i did not requested. Its not fair they want to charge me that much for an oil change. Scott from the service department did not try to help at all and said just come back tomorrow and you can speak to the tech manager if you like

  Business response

  06/29/2022

  Business Response /* (1000, 14, 2022/06/15) */ Contact Name and Title: john g**** Contact Phone: ************ Contact Email: ************@GMAIL.COM Thank you for bringing this to my attention. Looking into this we had a diagnostic fee for finding the problem with the vehicle. Unfortunately, it took several hours for the diagnostic. Very time consuming. The oil change is for synthetic oil with a factory filer. That is a common dollar amount for that type of oil change. I am very sorry that the customer is unhappy. Always open to discuss with the customer if they want to ask for me. Thanks John G****

• Initial Complaint

  04/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased an extended vehicle factory warranty for a vehicle purchased new from a Chrysler dealership. The warranty was to protect the vehicle "bumper to bumper" against any mechanical defects that arose. Prior to the warranty expiring, I took the vehicle to Firkins Dodge in Bradenton, FL 4/15/2022 for service/repair for air conditioning, and dimmer switch malfunction. Firkins told me that MOPAR would not cover the part that needed top be replaced. The cost to fix would be $460 to me. Further the Firkins dealership charged me $160 to "diagnose" the problem they would not fix. I believe this dealership collaborated with MOPAR to deny coverage of this obvious malfunction. Firkins and Chrysler both have horrible reputations for customer service. Now it appears they engage in fraud. This serves as a warning not to do business with either. I can assure you I will not.

  Business response

  06/10/2022

  Consumer Response /* (2000, 18, 2022/06/10) */ Hello The business did reply and make good on their mistakes. Here's what I know of this transaction. 1. Firkins dealership miss diagnosed the problem and at first did not want to properly repair per my warranty agreement. 2. The warranty I purchased was marketed by Chrysler to extend my factory warranty. In reality the warranty was provided by a third party that was not an extension of the factory warranty. The warranty is a fraud (at a cost of over $2000), and the company does it's best not to pay claims. They have numerous exceptions that is ridiculous. In this case they would not pay due to "corrosion." I do not know why but Firkins initially falsely diagnosed the problem as corrosion and would not be covered under the warranty. Perhaps this was the easiest path for Firkins. It was false. 3. In the end, it was a failed part that needed to be replaced. One person, a manager named Joe at Firkins maintenance stepped up and said they would repair and replace for a fee much less than without the warranty (but more than my just paying the $100 deductible). I applaud Joe for doing the right thing. Based on his action I would like to withdraw the complaint or consider it amicably resolved. ThanK You *** ***** Bradenton FL Business Response /* (1000, 23, 2022/06/10) */ Joe ****** did an outstanding job making sure our company went above and beyond to make this customer happy. Our goal is the least out of the customers pocket. And Joe did just that. Consumer Response /* (2000, 18, 2022/06/10) */ Hello The business did reply and make good on their mistakes. Here's what I know of this transaction. 1. Firkins dealership miss diagnosed the problem and at first did not want to properly repair per my warranty agreement. 2. The warranty I purchased was marketed by Chrysler to extend my factory warranty. In reality the warranty was provided by a third party that was not an extension of the factory warranty. The warranty is a fraud (at a cost of over $2000), and the company does it's best not to pay claims. They have numerous exceptions that is ridiculous. In this case they would not pay due to "corrosion." I do not know why but Firkins initially falsely diagnosed the problem as corrosion and would not be covered under the warranty. Perhaps this was the easiest path for Firkins. It was false. 3. In the end, it was a failed part that needed to be replaced. One person, a manager named Joe at Firkins maintenance stepped up and said they would repair and replace for a fee much less than without the warranty (but more than my just paying the $100 deductible). I applaud Joe for doing the right thing. Based on his action I would like to withdraw the complaint or consider it amicably resolved. ThanK You *** ***** Bradenton FL Business Response /* (1000, 23, 2022/06/10) */ Joe ****** did an outstanding job making sure our company went above and beyond to make this customer happy. Our goal is the least out of the customers pocket. And Joe did just that. Business Response /* (4000, 29, 2022/06/15) */ We are not responsible for what an insurance company pays under warranty. My employee Joe went above and beyond to rectify this situation and help save the customer money. Surprised that after my representative went above and beyond that this complaint exists.

• Initial Complaint

  02/09/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a cerified used vehicle and it had a lot of scratches/dents and was promised they would fix them if i bought the truck i said ok. They said bring it next week and we did and no one new what we were talking about. They said bring it the following qeek and still no one knew. They said bring it next week again and they finally had someone try to fix it. The truck still had tons of scratches and the repair was terrible. I could have done better. The body shop personel said the truck needed painted the second week we brought it in. The salesman said they spoke with the president and want to get me into another truck. The truck was more expensive but in better condition. The problem is that i put 10,000 down on the original truck that i had for only 3 weeks and due to their neglect. the finance manager said he put down that I put 5200 down even though we both know you didnt. That is false the truck was advertised for 39,900 and i now i owe almost 42,000 after i put 10,000 down. Also they said my credit dropped so i got a worse deal than the original. My score dropped because of the original purchase! I need clarification on why i now owe more than what it was advertised nd why my 10,000 dollars seemed to have just vanished in thin air.

  Business response

  06/15/2022

  Business Response /* (1000, 21, 2022/06/15) */ Glad to have my sales manager Mark R****** sit down with the customer and go over the numbers.

*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. ↩