ComplaintsforLake Wales Chrysler

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my ram 3500 2024 to get an oil change and service in lake wales Chrysler jeep dodge ram on 3/12/24. Was charged for the job. $462.05 . They also needed to do a recall on it. They didnt do either of the things and marked that they did the oil change and the recall. When I called they gave excuses and told me to come back. I came back they gave me a rental now they called saying I need to bring the rental right away I said I live 3 hours away give me 2 days and Ill be there they said no. I told them this was only happening because they didnt do want they were supposed to do so to please work with me. They said no. The recall it had was serious it could of caused a bad accident as I couldnt turn off the ignition button. I want this business to be held accountable. They didnt consider my gas or time coming various times and they want me to pay for a rental if I dont bring it back fast

  Business response

  06/25/2024

  **********************, you have purchased two (2) trucks from our dealership withing the past 18 months and your business is appreciated. There are many dealerships you can choose to give your business to and we are grateful you continue to choose our dealership especially due to your proximity to our store.

  On your purchase of the Ram 3500 Longhorn in October 2023, we agreed to pay for your first oil change if you were willing to make the trip back to ***************************, ** from *****, ** (over 3+ hour trip). When you returned for service in March 2024, your Four-Wheel Drive (4WD) system needed a repair due to object that was hit while driving. The total cost of that repair was $462.05 which you paid for. On the same visit, we also completed a Warranty Safety Recall D5A for a Malfunctioning SCCM Expansion. This was completed under warranty and your rental vehicle you were provided was also covered under the warranty due to the recall. While we had every intention of completing your complimentary oil change during that visit, the oil change was never completed during your March 2024 service. 

  During your most recent service on your truck in June 2024, we were able to perform your complimentary oil change as promised when you purchased the truck. We also performed a Warranty repair on the Break Transmission Shift Interlock (BTSI) system. The rental vehicle you were provided was covered under the warranty while the repair was being performed. On Tuesday 6/25/2024 at approximately 1PM, we called to notify you your truck was complete and ready for pickup. You told us you would like to keep the rental car until Friday 6/28/2024 due to your schedule. We absolutely can accommodate your request, but the rental would no longer be covered by the warranty since the repair was complete, and the additional rental days would need to be paid for out of pocket. You then told us you would be able to return the rental by Wednesday 6/26/2024 at 9am and we agreed that if the vehicle was returned by that time that no additional rental charges would be incurred. 

• Initial Complaint

  03/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased auto as certified pre owned. Stopped for speeding approx7 miles over limit. Told officer I had recently purchased auto, and speedometer showed I was under speed limit. Took auto into dealership and they said I had to pay to fix because modifications had been made to auto BEFORE I purchased it, and warranty plus extra service contract I purchased were not valid for this charge. I thought it was a law in the State of ******* that a speedometer check was made on ALL used cars. I do not believe I should have to pay over $500, or any any amount at all, to recalibrate the speedometer. I have dealt with this dealership for approximately 12 years, including purchasing a new car from them in 2017, and am really disappointed in their attitude. I hardly need to tell you if my car is not repaired I will not be using their services again.

  Business response

  05/11/2024

  *********************, on 10/24/2023 you purchased Pre-Owned 2014 Jeep Wrangler with 63,323mi on it. The warranty that came on the vehicle was a ****GO 3-Month 3,000mi *** CARE coverage from the date of purchase through MOPAR. Also, you purchased a *************** Contract for 3-years 36,000mi for major mechanical repairs. The Jeep you purchased had been modified by the previous owner with larger tires and rims (which is very common for pre-owned Jeep Wranglers). The ****GO inspection does not require a speedometer accuracy test nor is it a common practice for us to check the speedometer calibration as part of our routine used-vehicle inspection process. We ran the operation code through both your warranty and service contract and the re-calibration is not covered by either policy. We presented the pricing to you to re-calibrate the speedometer and you declined. If you wish to return the vehicles to stock tire/rim size, that would correct the issue, but would be much more costly than doing the re-calibration. Please let us know which option would be more suitable for you and we would be happy to provide pricing and availability for either. We do not wish to lose you as a customer and are thankful for your business. 

  Customer response

  05/12/2024

   
  Complaint: 21445927
  
  I am rejecting this response because: I have been a customer of LWJeep for about ******* and service has been good, in spite of the fact they cannot seem to keep a Service manager for more than 2years at a time. I feel they should recalibrate the speedmetor for nothing. I was not aware of modifications and would not have understood them if I had known. I do not have over $500 to fix this. Further I did not realize the pre owned warranty was only 3 months, I believed it was for 1 year, as I have had from other, reputable dealerships. I feel I have been lied to and cheated. I will not be doing business with an agency who will lie, cheat and steal from a 76 year old woman, or anyone else. Furthermore, my title is not Miss, it is Dr. ********** you for your assistance.
  
  Sincerely,
  
  ***************************, Ph D

  Business response

  05/28/2024

  ********************,

  We try our very best to ensure our customers are informed regarding any warranties that come with the vehicle they are purchasing. Our FTC Compliant Buyers Guide clearly lists the warranty time (90 Days) and Mileage (3000 Miles) along with a list of covered components and was signed and dated by you (see attached documents).

  There is a cost to re-calibrate the speedometer on a modified Jeep. If you are not willing to pay for the service, we understand and you are welcome to compare our pricing with other local repair facilities. We will not comment on anyone's ability to pay for a good or service at our business, but you did pay cash for the Jeep (see Check and Copy of the Buyers Order attached). Financing options are always available to our customers to make vehicle purchases and repairs more affordable. 

  Thank you,

  ***** Mahalak - General Manager

  Lake Wales Chrysler Dodge Jeep Ram

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is ***********************. I purchased in good faith a 2013 Chrysler ************** from Lake Wales CDJR on 2/9/2024. The sales staff deceived me and outright lied about a check engine light. Their deception persuaded me to purchase the vehicle. Now I am stuck with a transmission repair that I did not expect and was not told to me at the time of purchase.When I was looking at the advertised pictures I saw the check engine light was on. When I went to the dealership it was off. Your salesman ********************************* said the service department does a thorough inspection of all used vehicles and if they found something major it would have been fixed or disclosed. I asked if he could contact the service department and see what the code was that turned on the light. He said no they are closed. I plugged in my code reader and all monitors were not set. That tells me the code was erased and the vehicle was not driven enough to set the monitors. At that point I was ready to walk away. ******* talked to ************************* (I presume sales manager) ***** comes out and says the check engine code was Evap system and if it comes back on it could be something as simple as a gas cap. Code did come back on almost immedatly and was p0740 and the vehicle needs a transmission torque converter as per Chrysler TSB. Not an evap code at all. The dealer knew this and misled me.

  Business response

  05/11/2024

  BBB, please see the attached documentation regarding ******************** purchase.
  ****************** purchased a 2013 Chrysler Town & Country with VIN: ***************** AS-IS with no warranty on February 9th, 2024. ****************** acknowledged the vehicle was purchased AS-IS in his complaint. ****************** thoroughly inspected the vehicle prior to his purchase, including using his own scan tool to read codes off the vehicles computer. ****************** also states he has been in the automotive field for 50 years and stated his concerns regarding a check engine light several times prior to the purchase of the vehicle. The CARFAX Vehicle History Report was also provided to ****************** to review prior to purchase.

  ****************** was also offered the option to purchase a *************** Contract on this vehicle to protect against mechanical breakdowns. Our dealership offered to discount the vehicle to cover half of the cost of the service contract. ****************** declined our offer but said he would rather have a discount on the vehicle and NOT purchase any service contracts.

  
  ****************** moved forward with the purchase agreement for the AS-IS vehicle, paid us the amount due in cash, and left with the vehicle. The dealership will not be offering any compensation to ****************** regarding this concern.
  
  Sincerely,
  
  ***** Mahalak
  General Manager Lake Wales Chrysler Dodge Jeep Ram

  Business response

  05/11/2024

  Please ensure ************ Mahalak III is the listed contact for MAHALAK AUTO GROUP LAKE WALES, LLC dba LAKE WALES CHRYSLER DODGE JEEP RAM. 

  I took over as general manager in January 2024. My contact information is below:

  ************ Mahalak III

  General Manager - Lake Wales Chrysler Dodge Jeep Ram

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

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

   

  Thank you

  Customer response

  05/11/2024

   
  Complaint: 21398419
  
  I am rejecting this response because:

  The sales manager as I stated said he checked with the technician that worked on the vehicle prior to delivery and the check engine light was related to the **** system. Someone at the dealership erased the codes and when I scanned the vehicle NO monitors were set so it was done shortly before I arrived. The vehicle had to be driven to reset any codes which happened on my way home. The check engine light was for a defective torque converter (That has been replaced, and fixed the problem) not an **** issue. I believe the technician, sales manager and others knew the real problem but opted to flat out lie to me. I want people to know from my experience and from reviews/complaints of others concerning this dealership that they need to be very careful when dealing with them. I provided the owner of the dealership with the Chrysler TSB ****************** Bulletin) outlining the torque converter issue and the repair needed. He agrees with his sales manager that deception is good for business. I hope he realizes that he will in fact have a judgement day and every one of these lies will be brought up. For now my job is to forgive and move on. 
  
  Sincerely,
  
  **** & *********************

  Business response

  05/28/2024

  ******************, 

  Our company has been in business for 58 Years and we have been able to operate that long because we run a clean and honest operation. You purchased the vehicle AS-IS with no warranties. The *** Compliant Buyers Guide signed by you is attached. Any mechanical breakdowns after taking delivery of the vehicle are your responsibility. Service contracts are always available for purchase to protect against mechanical breakdowns, but you made very clear you did not want a service contract and would rather have a discount on the vehicle. 

  Thank you,

  ***** Mahalak - General Manager

  Lake Wales Chrysler Dodge Jeep Ram 

• Initial Complaint

  03/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Purchased a certified pre-owned van from this dealer in November, purchased the very expensive extended warranty with it also. I'm going to add in here that there have been several other issues with the van, one of which is a strange color liquid coming out of paneling on the inside, which have never been resolved. The first time I vacuumed it I noticed the carpet had been replaced- when I vacuumed the back/ trunk part, the carpet pulled out of the molding. I wasn't concerned- because I had the warranty- the next time I took it in for service I would have them fix it. The next time I took it in for service I was told it is not covered under warranty. The manager Tony came out and looked and told me he would "take care of it" and made me an appointment for following Monday to have it fixed by their "trim guy". I paid my deductible for my warranty that visit, because there were some other issues that had to be addressed. I took it to the appointment with the trim guy and he stated he could not fix it, someone had broken all the clips on the molding when they replaced the carpet. He said he would let Tony know, they needed to order parts. I took the van home and have never heard anything else. I called Tony; I called the service department (no call back). I'm hesitant to deal with this dealership anymore, but would like this carpet fixed, at the very least.

  Business response

  03/24/2023

  I did tell ***** , I would have our trim guy look at her van and try to repair if possible.  Trim parts are not covered by warranty. ***** does have my cell phone number and cant see where she tried to contact me on this situation

  but I'm still willing to investigate a remedy.  If the trim guy cannot fix, we would need to order parts which would require her to return the van to service so we can get exact part numbers to order and then would need set appointment to have it installed. It would be a good will situation and based on cost may require customer to participate in the cost of repair.  The first step will be to bring unit in and have service evaluate the exact problem.

  But as I referred earlier this repair is not a warranty item and any help would be a matter of good will to customer and may not cover total cost

   

  Tony R*****

  Business response

  03/29/2023

  Contacted Customer by email and have vendor available on Wednesday to repair her issue. Need two hours and need vehicle here in am. No cost to customer.

   

  Customer response

  03/30/2023

  
  Complaint: ********
  
  I am rejecting this response because: I just spent all morning on the phone with this company trying to make this so-called appointment. I'm getting the same run around I got with Mr. R*****, no none knows anything, no one wants to check their system notes for what's needed for the van, I kept getting transferred with no results.

  I was there on 2/18/23 @ 930am when their own mechanic made the notes in the system of the parts needed to repair this. Then on 2/27/23 I had the appointment with their "trim guy" and they did not order the parts so the trim guy made the same notes, and stated he would tell Mr. R***** what was needed to repair the carpet. 

  Although today, 3/30/23, Josh doesn't know anything, RJ doesn't know anything, and whatever woman answered the phone doesn't know anything and no one knows how to schedule my van for this carpet repair.

  Thank you for your attempt, BBB, I cannot continue this round and round and am not pursuing this any further, just as the dealership was hoping would happen. 

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

• Initial Complaint

  02/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car in for service - in my car is a dashcam. The service rep (Samantha M******) that drove the car into the service bay confirms that when she drove the car in she noticed that the dash cam was working. When the car came out it was not. I pointed this out to them and they told me to bring the car back the next day (today, Feb 16) - they have concluded that my dashcam miraculously and inexplicably died while they were working on the car. The cam is extremely hot and they have indicated that there is power going to it but it appears that they probably fried it somehow while working on the car. They have indicated that they are prepared to do nothing about this situation.

  Business response

  04/04/2022

  Business Response /* (1000, 5, 2022/02/28) */ Customer came in on Feb 15 2022 for oil change and tire rotation. Customer has a Grand Caravan from Canada and ask us to check his cam camera which is after market. power and ground checked out. we informed customer to take to his local dealer when he got back home due to parts delays. no work performed would have caused any problems with camera. Possible radio issue which we discussed with customer. International warranty coverage will cause some delay in getting parts shipped in a timely fashion. Customer will be better take care of in his local dealer. Service Manager spoke directly to customer and informed of possible issues and correction. After market parts are not warrantied by **********. Consumer Response /* (3000, 7, 2022/03/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) We did not take the car in and ask them to check the dash cam. We took the car in for an oil change and a tire rotation was suggested to which we agreed. When the car was returned to us the dash cam had stopped working. The fact that it was working when it went it and not when it came out was witnessed and can be confirmed with the service rep. We were told to return the next day to have them look at why this might have happened. I think they must have us confused with another customer. There was no discussion of parts shortages or "having it checked when we returned to Canada" They completely denied any liability and told us that, even thought the camera is not in operation when the car is turned off it somehow manged to die just as they were working under the hood. Coincidentally the radio was reset to factory settings and we had to adjust. Clearly they did something under the hood that affected the dash cam and the radio, but only the dash cam is destroyed. As they have indicated, this dash cam is a Garmin aftermarket. How will we be "better served" in this matter at our local dealer? They didn't break it - Lake Wales Chrysler broke it. Business Response /* (4000, 11, 2022/03/16) */ We stand with original response, aftermarket product not something we work on or would covered under Warranty. Sorry For customers product failure but not part of any service performed Consumer Response /* (4200, 13, 2022/03/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm not sure anyone there is actually listening. NOBODY asked then to work on the GPS - they BROKE IT!!!! If this is the way they want to treat customers, so be it - we will be contacting Chrysler and anyone else that wants our opinion on their level of service. You should be able to take your car in for service and trust that if they damage something they will repair or replace. I would like this complaint to remain active and unresolved on their BBB record for as long as possible.

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