ComplaintsforFerman Chrysler Jeep Dodge Ram at Cypress Creek/Ferman Buick GMC

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 3/22/22 my vehicle stopped working. I was told that I needed both batteries replaced costing almost $500. On 7/15/24 my vehicle stopped working again, I'm told the batteries need to be replaced again, this time at $800. Mopar batteries state that the batteries have a warranty for 3 years and Ferman is stating the warranty is only good for 2 years. Even so, it is only 4 months past the 2 year ***** I would think batteries should last more than 2 years

  Customer response

  08/01/2024

   
  Better Business Bureau:
  
  Ferman has decided to warranty the batteries, I am satisfied with this outcome. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I paid this dealer a $500 deposit (in June 2023) on a vehicle to be built to order. The order was to take no longer than 6 months. They never ordered the vehicle and are refusing to return the deposit. I have shown them the discover card statement indicating the payment to them and they still refuse.

  Customer response

  07/17/2024

   
  Better Business Bureau:
  
  

   am writing to let you know that the business associated with claim # 21981620 has rectified the situation directly with me, vice going through the BBB system.

   

  Please indicate that this has been resolved and the company has paid the amount owed in total.

   

  Thank you so much!

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

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had taken my truck to service for over heating issues on 4/14/24 by appointment. I received a text later that day for service that, was not for the original reason I went into service. After 240hr of service, I was told my truck was ready. When I retrieved my truck, my a/c was no longer working. I then asked for service to which they denied because of bad ****** review

  Business response

  06/03/2024

  This letter is in response to BBB complaint case #********: regarding ******************** concerns regarding Ferman Chrysler, Jeep, Dodge, Ram of New Port ******, his previous vist and his most recent concern of being turned away.
  Ferman NPR is actively working with ************************* in regards to his concerns, once management was made aware of the situation that occurred on 6-1-24 ****** was contacted immediately. Unfortunately an employee made a decision that he was not authorized to make. We determined the vehicle needs a TIPM,Wiring harness connector and a ************* late in the day on 6-1-24. The warranty company involved was contacted first thing 6-3-24 and a claim has been opened, the dealer and ****** are awaiting the verdict of coverage from the warranty company which may take 48hrs according to them. The dealer is willing to update again once the verdict from the warranty company is communicated and a decision is made. 

  Customer response

  06/06/2024

   
  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

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was an owner of a 2016 Dodge Dart. I was having startup issues with the vehicle and I did not know what the problem was. I had to make multiple trips to the dealership to try and figure out what the problem was, and after weeks of no luck, and spending hundreds of dollars that I didnt have (credit card), the problem was never resolved. ****** was my technician and she was above and beyond: she was nice, cordial, and respectful. The manager at the dealership barely spoke a word to me when I was at the dealership and hid in his desk like a hermit. I ended up having to trade in my car because the vehicle, while being appraised, couldnt ignite. This was a terrible experience, a waste of time and money, and I will NEVER buy a Dodge again.

  Business response

  04/17/2024

  This vehicle was brought in 3 times for a no start or hard start complaint. The first time we tested and replaced the vehicles battery and detected no other issues. The second visit we were unable to duplicate the concern on multiple tries.  The final visit the key fob was replaced under a parts warranty from a prior visit in 2022. The guest pay battery cost was $****** included sales tax. The was an unrelated brake repair that cost $467.60. Unfortunately, the starting issue has been a very intermittent issue, so we have started with the basics and been unable to duplicate most the concern on most of the visits.

  As a goodwill gesture, we will reimburse the ******, even though the battery did need to be replaced.

  We ask that you please close this matter with no negative reporting on or against the dealership.
  

  Thanks for your help in this matter.

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

  Service Manager

   

  Customer response

  04/17/2024

   
  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. If possible, I wish to inform the dealership of the potential problem that was causing the issue, which was brought to my attention from a dealership where I traded in the vehicle. It had to be either a faulty ECM or Power Control Modulator. Apparently it would've cost around 1.9k, and I would've considered paying it then, but I now have another car. Thank you for helping me out, as I was on disability and funds are tight at the moment.
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2020 GMC ****** 1500 SLT 4x4 from Ferman May 8 2023. I had no intention of spending the amount of money I did but I was told "you're buying a new truck since it's a certified GMC preowned" not only by the salesman but the sales manager and finance manager. It fit everything I needed it for I just needed to put a few upgrades to make it work for me and my professional life and personal life. I added ****** in upgrades since I work in construction to make it reliable on the jobsite and purchased the wrap warranty along with the gap insurance. March 3rd of 2024 the check engine light came on and I called the dealership to bring the truck in. March 4 2024 I took the truck into the dealership at 9AM, by 3PM I had not heard anything. I called and they said they hooked it up to the computer and it said to clear the code and it was fine, I was called later that day and was told to come pick it up. When I got to the dealership I started the truck and the check engine light was still on, they kept it overnight and checked it again the next morning. Within 2 hours Tuesday March 5 2024 they discovered it was the electronic fuel control module. I received a call and was told "it's going to be quite sometime before you get the vehicle back, it's the electronic fuel control module and both parts are on a national backorder". After contacting 5 GMC dealerships the conclusion was it was going to be a "minimum 4-6 months". I was given a loaner vehicle, nothing compared to mine, a 2wd 4cylinder GMC ******, base line truck. I'm not able to do my job and cannot enjoy my personal life due to the fact the truck can't pull my work equipment, boat, and camper. After spending ****** on the truck and then another ****** in upgrades,the dealership and GMC have basically told me we have done all we can and you just have to wait. With only having the vehicle less that 10 months I think GMC and Ferman need to make this correct with an SLT with credit to get the same upgrades or AT41500

  Business response

  03/27/2024

  ************************* BBB case response
  
  To Whom it may concern,
  Mr. ******** vehicle was brought in originally on 03/05/2024 for a check engine light, at that time the codes were initially cleared as part of the first step of the diagnosis process and the vehicle road tested. When the guest came to pick up the vehicle the check engine light came back on, at the time there were no courtesy loaner vehicles available, to assist ********************, the sales department provided him with a loaner truck from the sales inventory for overnight use. On 3/6/2024 Buick GMC service opened a new repair order and performed another diagnosis for the check engine light issue. With this diagnosis of the vehicle and it was found to have a faulty fuel pump control module, this part is currently on national back order from GM with no current availability or delivery date. ****************** returned the inventory vehicle to the sales department and was provided with a courtesy loaner truck by the service department. We ordered the needed part for Mr. ******** vehicle on 03/06/24. At the dealership level, Ferman has made efforts to expedite the fuel pump control module on the guests behalf and we have also contacted ************** directly try and expedite the parts arrival. Our service manager has spoken with ****************** on multiple occasions and explained the current situation and how as a dealership our hands are tied until we receive apart from the manufacturer. At the Dealership level, we have also contacted ************** service representative in an effort to obtain additional assistance in the form of a vehicle repurchase, trade in assistance or again to simply help with acquiring the needed part for Mr. ******** vehicle, all of which have not yielded any type of satisfactory outcome for ******************. Our dealer representative from ************** has agreed to reach out to ****************** personally and discuss the situation with him directly. I too have spoke to ***************** directly, during the course of our conversation he expressed his frustration with the situation but was very honest in telling me he understands and agrees that the factory is the one whom is responsible to produce and provide the replacement parts needed to fix the vehicle, he also noted that he appreciates all that we have done with him but at this point he doesnt really care who should be responsible he was going to go after us in an attempt to get a resolution anyway that he could. I thanked him for his candor and honesty and explained to him that neither our dealership nor any other dealerships can take on the responsibility of the manufacturer as it to large scale of problem and unfair to the small businesses like at the dealership level to be expected to absorb that responsibility. ****************** again advised that he understood and actually agreed but restated that he didnt really care he was going to press the issue regardless of whos responsibility it really is or should be. At the end of the conversation, he did thank me for my time and I told him to feel free to reach out to me with any questions and we are always happy to help with any items that are within our area of responsibility.
  Following my conversation with ******************, on 3/26/24 we received word back from our ************** service representative, after speaking with ****************** he determined that as a result of his vehicle being purchased used it does not qualify for repurchase, extended loaner/rental car coverage, but ************** believes that they may be eligible for some type of owner loyalty certificates, but ************** will be reaching out to guest on the loyalty if eligible and he will have to wait for the part to come in when they become available. Our ************** service representative has contacted the guest directly and apprised ****************** of this information.

  
  We ask that you please close this matter with no negative reporting on or against the dealership.

  
  Respectfully,
  
  ************************
  Executive Manager
  Ferman Buick-GMC
  Of *******************

  
  

  Customer response

  03/27/2024

   
  Complaint: 21451836
  
  I am rejecting this response because: I never recieved any calls or emails from their GM representative. I understand this is 100% ************** fault and for the gm representative to blazingly lie about contacting me is absurd. My attorney will handle it from here with **************. Please close the case with the dealership.
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i was in an auto accident, i took my car to ferman collision center. i realize i had a *************************************************************************************************** and i went into the dealership. i purchased a 2023 jeep compass from ferman, where i was told don't worry about the deductible since they were buying my car it would be taken care of, now i am being billed for that **** dollars after the dealership told me i would not have to worry about it.

  Business response

  01/17/2024

  To Whom it May ********
  
  We made several attempts to contact ****************** yesterday to discuss this situation with him directly, he refused to speak to us even prior to the BBB complaint. Our reason for reaching out to him was to let him know that we were covering the expense of the deductible that he owed the collision center for the repairs completed on his vehicle during the time he still owned it. As a goodwill effort we have paid the deductible on his behalf, and he no longer owes a balance to the Ferman Collision Center on Foggy Ridge.

  We ask that you please close this matter with no negative reporting on or against the dealership.

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

  Store Manager

• Initial Complaint

  06/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My jeep has been sitting exposed to the natural elements under just a roof. Not protected from anyone walking up and stealing personal items inside. This has been going on for over a month. My car needs a soft too replaced and they have told me numerous dates, all that have come to be wrong and I have to continue to let my car sit there because my car cant be driven without a top if it rains. They have no real communication with their customers or within their department. I find out more information than their employees assisting me when I go there and ask different departments. They dont seem to have an urgency to help or consideration for peoples time.

  Business response

  06/27/2023

   I called ********************************* and we spoke at some length. The Jeep was completed yesterday and he picked it up today. He was frustrated by the original estimate parts not repairing the top and there was an additional delay when it was determined that the entire top had to be replaced.  He is frustrated because the manufacturer didnt have the parts available and he verified that by calling several other dealers. The Jeep was pulled in and out of the shop daily or stored under the awning next to the middle building. He stopped in one day and retrieved a pair of sneakers out of the Jeep which made him question the security of it. I asked *********** to bring the Jeep back for routine maintenance to give our service department another chance. A 3 oil change/rotation package would be provided at no charge to him.  He agreed to this and is agreeable to closing the case once he figures out how.
  

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To Whom it May ********* am writing this letter in regards to my 2018 Jeep Wrangler Sahara that I purchased from Ferman **** ******* in December 2018. Since purchasing the vehicle there have been numerous issues, such as sludge in the oil, the engine cooling coil needing to be replaced and now needing a new engine.I brought my Jeep to Ferman **** ******* on November 22nd due to my engine light coming on. At that time, I was told that the oil pump needed to be replaced and would be ready on Friday 11/25. I texted the morning of 11/25 and asked if the Jeep would be ready and was told they would need another day. Two hours later I received a text from the service advisor that the pump was installed but due to engine sludge would need a new engine. At that time, I was informed that the warranty will probably not cover it due to the sludge. I informed them that I believe coolant had been leaking into the engine as I was replacing the coolant every two months and was told via text that there was evidence of coolant. We went ahead and issued a claim with the warranty company who sent out an inspector to look over the vehicle. They then denied my claim on the basis that it was due to significant oil sludge and was told it was due to my lack of maintenance. I then proceeded to ask for a service manager to contact me as I did not believe this was the case as there was evidence of sludge at ****** miles and all the other issues. The service manager called and said that unless I can supply them with all my maintenance that it would be due to that. I questioned them about the coolant and was told there was no evidence which is contradictory to what I was told prior. I then proceeded to ask for pictures and all the paperwork on numerous occasions and was never provided it. At this time, I was already out of money due to a rental car and being almost a month later I asked them for a quote. I was told previously it would be 6k to now get a quote for 15k. I called another dealer who provided a quote for ******. Another service manager then called trying to work with me but the quote was still a little higher so I went with the other dealer.The new dealer CDJR *********** ** has sent me pictures and it is clear as day it was due to coolant leaking. I had my father who is a senior mechanic. He said this definitely due to the head gasket going. I highly feel that the Engine Cooling Coil was never replaced properly as since then that is when I started to need to replace coolant every couple months'. After spending $14,161.56 on 12/30/2022 my check engine light is back on and guess what there was no coolant in my car after three weeks, which backs up what I have been saying there is an issue with the coolant leaking. My car is scheduled to go back into the shop on 3/3/2023. I will supply more pictures once I received them.The vehicle only has 70k miles and I have owned numerous cars and never ran into any of these issues. I have been willing to work together on this and have tried to reach out to Mopar more than 4 times, but you can only send a letter which I did over a month ago. This has caused mental anguish and a huge hit financially. I was willing to go half on the cost but now am requesting the warranty company to pay me back in full since the issue was not my fault. The mopar warranty claim # ********.This is my last resort before I take the next steps of taking legal recourse.Sincerely Yours,***************************** **************

  Business response

  02/28/2023

  Good **********************,
  
  In regards to Ms. ******** complaint (ID ********* there are some details that I feel the need to share regarding this situation and why we feel there is no financial responsibility on our behalf regarding this vehicle. When the guest purchased the vehicle from us she also purchased an extended warranty that is backed by the manufacturer Stellantis (Which is Chrysler *************** This Jeep was purchased in December of 2018 and had approximately ****** miles.  ****************** brought the vehicle in regarding the engine failure noted in her complaint in November of 2022. We diagnosed the vehicle and found that the engine was blown as a result of low or no oil circulation in the engine. We called in the claim to the warranty company requesting approval to replace the engine, and the warranty company opted to send an Adjuster out. While inspecting the vehicle the adjusters determination was that the failure of the engine was a result of sludge. Typically sludge results from a lack of proper maintenance of a vehicle (i.e. over extended time between oil changes), so as a result of that the claims adjuster requested to see the vehicles maintenance records. Below are the service dates/times and how many months and miles were between each service that was done with our dealership according to records.
  
  12/26/2018, ****** miles (the date the ****************** purchased the vehicle)
  6/24/2020, ****** miles (first oil change with us since purchase, approximately 18 months and ****** miles after purchase)
  4/12/2021, ****** miles (second oil change with us since purchase, approximately 10 months and ***** miles after last service)
  2/11/2022, ****** miles (third oil change with us since purchase, approximately 10 months and ****** miles after last service)
  11/2022, ****** miles (this is the last visit for our dealership and the visit in which vehicle was brought in for the blown engine.It was approximately 9 months and 1***** miles from its last oil change with us.)
  
  As a result of the extended times between service/oil changes the adjuster declined the repair, but agreed to further review if ****************** would provide proof of additional service/oil changes being completed during the gapped times. ****************** advised that these maintenances had been done elsewhere, but refused or was unable to ever provide proof of that. ****************** opted to pick the vehicle up and have any further repairs done at another dealership (CJDR of ***********).  
  
  Our position is that we followed the instructions of Ms. ******** warranty company, and then her choice to take the vehicle to have work completed elsewhere would make this an issue between she and her warranty company or she and the dealer whom actually performed the repair and not Ferman of *******************. We ask that you please close this matter with no negative reporting on or against the dealership. 
  
  Thanks in advance for all of your help,
  
  ************************
  Ferman of *******************

  Customer response

  02/28/2023

   
  Complaint: 19500591
  
  I am rejecting this response because: The issue with Ferman **** was that I noted to them on numerous occasions that the issue was due to a coolant leak. I ask on numerous occasion to supply pictures and they would not send besides the one of the oil pan. I have all this documented via text message. Also the issue of maintenance is that I said that it would take time to supply all the evidence of oil changes done outside as they went back over 3 years and was in contact with my credit card company. Also, some oils changes were done by my father who I have stated before is a mechanic. After receiving the pictures from the new dealer it was clear that it was not just due to oil sludge. If the company is so firm that it was due to sludge why not supply the information I requested on numerous occasions. I am happy to supply all the text messages if needed. I also reach out to the General Manager on numerous occasions and was never contacted me back hence another reason why I went with another dealer. The rude conversation I had with the sales manager is another subject for a different day. 
  
  Sincerely,
  
  *****************************

  Business response

  03/03/2023

  Good afternoon ******,

  After reviewing the response from ***************************** I reached out to this guest to find a solution.******* told me that she believes coolant was mixed with the oil inside the engine and is the cause of the sludge buildup. ******* stated that she was very frustrated with the warranty company and the difficulty in reaching them.******* wants to appeal the warranty companies claim denial and doesnt want to involve us but needs help reaching them. After speaking with ******************** contacted ******************** MVP and the representative that works in this district for MVP to request assistance. MVP emailed me asking for the service maintenance records relating to the vehicle which I am in the process of gathering. The position of Ferman hasnt changed because we are bound by the warranty companys decision. We remain committed to assist in Kristens appeal with the warranty company. We ask that you please close this matter with no negative reporting on or against the dealership.

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

  Service Manager

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was towed to the Ferman Dodge Chrysler Dealership in **** on 1/16 because of an overheating problem via a noticeable sensor. I was contacted through a text messaging system with recommended services. Upon reviewing the recommendation, I received a phone call from the Service Rep explaining what had been done. He explained that they pressurized the system and nothing was detected. They test drove the vehicle and the overheating sensor did not come on. I explained that the towing company pointed out noticeable oil residue on the inside floor panel when lifting the hood. The Service Rep said he would have the tech look into what I was reporting. The next business day I received a text message with a link for the recommended charges. It was explained that all recommended charges were due to the age of the car and not the overheating. I asked the Service Rep to explain what was recommended so I can make the best decision for my car. He said the recommended services needed to be done but there was not specific order. I asked his to alert the techs about waiting because financially I was not able to pay immediately. I texted back in less than 24hrs only to find that the pairs were already completed. Upon speaking with the Manager he tried to accommodate my situation and approved a 50/50 split with adding the repair that associated with overheating. I picked up my car once I was alerted that it was done and in transition home my car overheated despite being told everything checked out. I returned my car the next morning (Saturday). I provided pictures of the overheating gauge and reported noise from a fan. I was told the noise was from a rusted fan and it needed to be replaced. This was never reported on the initial recommended repairs report. My car is still there with a new recommended service of gasket replacement. Again it's not a guaranteed repair. I'm at a loss and I just can make a decision to agree for a repair that will not fix the issue. Please HELP!

  Business response

  02/14/2023

  Good **********************,
  
  I wanted to follow up with you In Regards to Ms. ********* BBB case (Complaint #********). We were able to make contact with ******************* earlier this afternoon and came to a mutual agreement to help her repair her vehicle. She expressed her gratitude for our call and advised that she would be following up with you on her end letting you we had resolved the issue to her satisfaction. We appreciate your help with this matter and hope all is well with you.
  
  Sincerely,
  
  ************************
  Store Manager
  Ferman Chrysler, Jeep, Dodge and Ram
  Of *******************

• Initial Complaint

  10/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  made an appointment to have my car serviced via a recall.Made the appointment 3 weeks prior to this date.Fought traffic to make the appointment arrived at Fermans service.Get to the service tech and smuggly the tech tells me that THEY DONT HAVE THIS PART,and they didnt have a phone number for me,but you send me text messages to remind me of this appointment,and on top of this he says i will be number 5 on his list to call when the part arrives.This is not acceptable.I did my part on the recall did what i was supposed to do,but ferman reneged by telling me that im not getting my car repaired.this is ********. Fermans says that they are a professional business but when you deal with them you find the opposite.Its really an uneasy feeling when everyone in this office looks at you thinking that your going to make an a** out of yourself and become hostile towards the tech but in my mind i said BBB.If your first rate,hire people that reflect that in your business,not low lifes.

  Business response

  10/27/2022

   

  This is a recall for headlight glare, we got an initial supply of parts  from GM. When Mr. ***** ***************** came in unfortunately we had run out and the supply was on a temporary back order. The guest vehicle has not been in for service since 2017. We now have the parts in stock and myself and the service advisor have both called and left messages that the parts are here. I have also set aside the parts specifically for their vehicle.

  We ask that you please close this matter with no negative reporting on or against the dealership

   

  Thank You

  
  

*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. ↩