ComplaintsforCourtesy Chrysler Jeep Dodge Ram

• Initial Complaint

  10/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I decided to visit this dealership mid-late February of this year as I was in need of a vehicle. I have no complaints about the customer service I received while walking out with my used 2015 Jeep Renegade. However this has been the Jeep from hell! Within a week of coming off the lot, my vehicle wouldn't start late one night and I had to get transportation home. After bringing the car back, they say I have a bad solenoid which is why my car wasn't starting. They then attempted to charge me for it however after some back and forth, they replaced the part free of charge. Fast forward to around June and my car again wouldn't start and this time AAA came and had to replace my battery. Which I paid for of course. Fast forward to now, and I have a set of issues with my vehicle with repairs costing in excess of $5k. The worst of my issues are my back passenger door on the driver side doesn't lock with the rest of the doors and my driver seat is completely missing a spring that will lock my seat into desired spot. Now my seat slides back and forth while driving causing a major safety issue for my family and I. For context, I got the Jeep around **** miles. I'm currently at around *****. I've been in no accidents with this vehicle since its purchase. This is vehicle is no longer safe to drive and I refuse to invest over $5k for a vehicle less than a year in my possession.

  Business response

  10/05/2023

  My name is ****************'m the new fixed operation director . If you would please contact me at ************ to help assist you in this matter. We are here to assist and top do everything we can in helping our customer. Repairs needed are based off your concerns, no extended warranty was purchased at the time of purchase .  

• Initial Complaint

  09/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  i have called and email the manager numerouse times with no response i need to know whete my ****** went??

  Business response

  09/12/2023

  Courtesy Chrysler Jeep Dodge has reached out to this guest in regard to their concern. We have processed a new vehicle purchase for this guest to their satisfaction. At this time, Courtesy Chrysler Jeep Dodge considers this matter resolved. 

• Initial Complaint

  04/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently bought a Jeep Compass on March 4th and a week after on March 13th I had to take the car into the shop due to the driver side wheel touching and getting caught every time I turned, after their sales advisor ****** saw it he said that's normal and just try not to turn the wheel so much I left thinking that the professional knows best unfortunately a few days after I got into a fender ****** with minor damages on that side of the car took the car back to the shop and now the same problem that I went before for now they wanted to blame it on the accident, a week after I still don't have my car and their service advisor **** just told me that the problem is still there and just to take it to a body shop and get it fixed.I bought a certified pre owned vehicle that I asked even before test driving it if they took the car to shop and checked everything and they assured me that they did, now the car they had to fix both front wheels and now they forgot to order a new gas tank cause the one that the car has its not working properly.I'm in desperate need of getting this resolved because every day that I don't have that car it's a day I can't work

  Business response

  04/28/2023

  I just spoke to the customer. Does not speak english
  
  He bought this vehicle from ** in Dec 2022 and put **** miles on the vehicle from the used car inspection.
  He did bring the vehicle in, and we did diagnose the vehicle for the noise. As per the tech and ASM the vehicle was hit and damaged in the area that is making the noise.
  Customer is coming back into the store on Tuesday for me to look at the vehicle and we will determine what direction we will go. 

• Initial Complaint

  03/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sent an email after multiple call and everytime I call the service manager is in a meeting or not available. I emailed regarding an issue with my car making a cranking sound but not starting at the first try and at the second try it start. My starter and radiator was done at the same time. The only thing I didn't include in my email is that I am having AC issue and this happened right after the work done on my radiator and starter. Something was done to my AC condesator. I haven't had anyone call me. **** was the service manager I dealt with but I was told he is no longer there. He told me my car was still under warranty. Now, I am afraid that I am no longer but if you look at the attached email I sent to the email I found on their website I sent an email on 12/2022 and that's after multiple attempted calls way before then. This needs to be looked into and as before if you have to stay with my vehicle I will need a rental at no cost like **** did. He took care of the situation and nothing came out my pocket as everything was still under warranty. If the warranty expired something will need to be done. My AC condesator was looked at right after and the person did say it looked like something happened during the Radiator replacement.

  Business response

  03/14/2023

  I am looking into this right away and will be making an appointment for the guest to get the issues resolved for them!

  Customer response

  03/14/2023

   
  Complaint: ********
  I am rejecting this response because this needs to remain open until its taken care of. Below is my response to her email:

  Good Afternoon,
  
  
  
  
  I received your message I am currently at work. But, I am off the once I leave today for the rest of the week.  Please look into my warranty that **** told me I had back when I had my radiator and starter replaced.   After that service I noticed a hissing sound coming from my AC but didnt think much of it and thought it would need refilling. My husband bought the kit and it still kept doing the hissing sound. He took off Monday March 13 th to get it looked at. The final result is that we have to pay $1200 because the condenser is cracked. This  happened right after my services there. This could have all been looked into if I wasnt told that the manager wasnt available or in a meeting when I called. I sent an email based on the website and never
  received a response. This happened when **** took care of me. He suggested for me to call and not put a review but I told him that the only reason I did the review is because the lack of customer service when I call. 
  
  
  I will take a loaner at no cost to me but I would like for you to check on the warranty. As far as the issue with my starting can be starter but if its not I want to make sure I am covered under warranty on whatever could be causing the issue. 
  
  
  I attached the video of one of the time that it cranked and started. But, at times that crank you hear it stays stuck and I have to immediately turn it off and then after a few seconds start it again and it turns on. 
  
  
  I deleted the video of the one that had the crank stuck. Sometimes I would get that crank and it will shut off. 
  
  
  
  
  On Tue, Mar 14, 2023 at 3:31 PM ********************* <************************************> wrote:
  
  My name is *** from Courtesy Chrysler Jeep Dodge Ram in the service department, I called and left a message at ************. You can reach me at either my cell ************ or email  so we can get you scheduled and a loaner set up for the time we will have your vehicle.
  
  Sincerely,
  
  ***************************

  Business response

  03/15/2023

  We have an appointment set up for tomorrow.  The guest will get a loaner vehicle and we will be fixing her concerns.  I believe the guest simply wants to leave the case open until we fulfill our commitment to repair the vehicle with no cost to her.

  Customer response

  03/16/2023

   
  Complaint: ********
  
  I am rejecting this response because waiting for final resolution. 
  
  Sincerely,
  
  ***************************

  Customer response

  03/22/2023

  The issue has not been resolved.  I took my vehicle on 03/16/2023 and received the following services:  AC condenser replaced as it was cracked when they originally replaced my starter and radiator.  Batteries were replaced as well.  My real concern regarding the crank noise has not been resolved. I sent an email this morning 03/22/23 as I picked up vehicle on Monday the 20th of March.  It started Tuesday night and again today Wednesday, March 22.  It cranks but it doesn't and delays to start.  I was told by **** that is the problem and ******* the manager intervene and also said that was the problem.  I asked if they took a look at the starter, alternator, relay they said no because the problem was the battery. I know that **** thought because of the sound it was making that it could be the relay.  According, to a research I did online which sounds like it's a common thing with Dodge Durango of the following that could be the issue:

  A DIRTY AIR FILTER - Which is the first thing I did when the issue arise and I was told at my last oil change that I needed to do.  I did both Air and Cabin filter change.  

  A FUEL INJECTOR DIRTY

  SPARK PLUG

  OBVIOUSLY THE STARTER WHICH WAS REPLACED BECAUSE THAT IS WHAT I WAS TOLD AND HERE WE GO STILL HAVING THE ISSUE.  UNLESS THE STARTER IS DEFECTIVE. 

  **** - thought it can be the RELAY.

  Once again, I need this to be rectified. The brushing off and quick responses but not fully investigating is the problem.  

  I do not have an issue with emailing *******, but she has not introduced herself to me at all.  She gave me a date and time to drop off the vehicle and when I showed up, she wasn't there.  The excuse I received was that she had a sudden appointment.  ******* should have emailed me to let me know.  When I picked up the vehicle, I only knew who she was because she answered a phone call, and I heard her say her name. Afterwards, when **** was answering my questions, she gave me her input that I can email her at any time.  Which I emailed her this morning, and she has not responded but responded to BBB as completed work.  I would continue dealing with **** I have no problem at all, but I need this fixed.  **** has been wonderful, and she is the only service advisor that I know has been with Courtesy for the years I have gone there.  

  Business response

  04/04/2023

  Reaching out to the guest now to ensure this is handled ASAP

  Customer response

  04/05/2023

   
  Complaint: ********
  
  I am rejecting this response because this for documentation only. 
  I received my vehicle. 
  The gas situation has stopped so it may have been since the fuel pump is new it took a moment. But, it was stopping when pumping. 
  
  The noise I hear is a running fan type noise.  We have never heard it before and its intermittently. At this point I will have to wait and see if it becomes constant to bring in. I receive quick services but wrong things were fixed. I had to take my vehicle back twice because they just simply didnt listen. ***** was good but was dismissed when explaining my situation. In order for them to actually do the correct service I had to send a video to the manager.  I already had and told them I had a video but the quick let us get her in out instead of listening to the customer was the service I received. 
  
  Received the vehicle with a back bumper scudf **** and I am not making it a big deal I just wanted to let it known.  I am over it but will definitely go back if and when the noise I am hearing becomes constant and I do not want to go in with different responses and not getting the correct service completed.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I don't want to put a lot of things that I don't understand about what happened in a report. I want the items that were in the vehicle this business took back on January 31, 2023 returned. I care about EVERY single person that works at this dealership and they CANNOT continue to conduct business that reduces God's Word to having no meaning.Items Taken:2 Bibles that belonged to me.A rear view mirror decoration.Repo Company: Speedy Recovery, phone number that I was given and called to get my belongings back by the Hillsborough Sheriff's Deputy ************. Please assist me with my items being returned. This has cost me a lot of money, I am not interested in taking ANYONE to court, I want others that go through this in the future to understand LOVE is better. I hope you can help.I am thankful for all I have and never want to be a stumbling block for anyone. Have a blessed day.

  Business response

  02/23/2023

  I truly wish there was a way for me to get the items back for ******************************  *********** that repossessed the vehicle takes possession of any personal items and will not release to me.  I gave ****** the phone number to recover her items.  There is nothing further that I am able to do

• Initial Complaint

  02/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a brand new Jeep Compass from this dealership back in July 2022 , since the beginning the car was presenting problems mechanical with the **** I took it to the service department a few times and they told me that at the moment they don't have a fix for it, then back in December, it did give me a problem with the electrical generator dropping me off on the highway causing me to have a towing truck to pick me up and drop the car to the dealership, they never get back to me until like five days to let me know that the car was ready causing me to be without a car for all this time because this is the only one I do have, a week after that it did precented problem with the transmission that still persists at this point, I did open a case with the Jeep customer service to get their support to swap my car back in January, thinking that this is a defective one, but unfortunately, for me, they declined to do it, that is why I'm taking this is *****. As a consumer, I do believe I have the right to request a replacement due to this is a brand-new car that has percent mechanical problems a few times since the beginning. Yesterday, February 17 I was stopped at a traffic light and when I started the car it did stop, I had to step to the side of the road and wait to turn it off and then turn it back on that was kind of scary. At this point, I really don't feel safe driving this car and especially taking it on a long trip. I hope you can help me to resolve this problem. Thank you so much and advance for any support that I can get.

  Business response

  02/20/2023

  We are reaching out to the consumer today to get the Jeep into the shop to verify and repair any complaints he does have.  We will be in contact with Jeep as well as they would be the one that issues and refunds or replacement vehicle as that does not come from the dealership.

• Initial Complaint

  11/17/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  A month ago I made an appointment with the service department for a recall on my 2016 Dodge Dart. When I arrived they did not have the parts to fix the car and it would take 2+ weeks to retrieve the parts via shipping. I could not be without a car for that amount of time. so I had to go home and wait for the parts to arrive. they could not provide me with a rental at that time. The service manager ****** promised to provide a rental on my next visit back in when they were ready to fix the car and the parts that had to be shipped was there. The dealership assured me they will call me when parts arrived. Well almost 3 weeks and no call. I called them back and they stated they had the parts in. I asked why there was not any calls about this and they said because the advisors are backed up it was solely up to the customers to call back to find any information which this lacks customer service all around. I called the service manager ****** about the rental almost 2 weeks prior to the second appointment made to go back. He provided his cell phone number and he did not pick up. I left a voicemail and still did not give me a call back. Today, November 17, 2022 I had arrived for my appointment @ 9:00am for service, second time. After turning in my car, I talked to the service manager again and reminded him about what we had spoke about. He had no recollection on any conversation with me. I had my father as witness for both times. He acted like he had to do so much investigation before he provided me with one, After awhile waiting he stated that 20 people were ahead of me on the waiting list for rentals and that they had none available. I told him this is very poor customer service. As manager he should not promise something he can not keep to his customers. The service department is so disorganized and very inconvenient to my time. I have 2 children and needed transportation both times but I was the one who was inconvenienced had to wait a month and on top of that no transportation for 2 days. Living in a rural area, transportation is needed to even go to the store. They did not even make it right. They just shrugged there shoulders like oh well. This is not the service any company should be giving especially if they are corrected a mistake they should have not done in the first place.

  Business response

  11/21/2022

  Thank you for bringing this concern to our attention.  Our client has picked up their vehicle and expressed they are happy the concerns have been resolved.  

• Initial Complaint

  07/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchase a truck with this dealer and before I sign the paperwork and did the driving , I let them know that the truck have a problem and never got it corrected. I keep having issues with the truck and they keep giving me excuses that is nothing wrong. Now my battery is dead and I have to charge it every morning to go to work. I call them and they told me to bring the truck. Now I'm at the dealer and they say I have to leave it all day for them to check it without any loaner for me to go to work. I'm calling them to make an appointment and goes straight to voicemail. I leave them a message and they never return my calls. They CERTIFIED that the truck was in good condition for 7yrs and I got the GAP plus extended warranty for it too and now they don't want to honor the warranty. I need someone to help me or I'm calling the tv news to get this resolved.

  Business response

  08/17/2022

  Business Response /* (1000, 5, 2022/07/29) */ Thank you for bringing this to our attention. We do currently have our customers vehicle in our service center being repaired. In order to alleviate any inconvenience he has also been placed in a loaner vehicle. We appreciate the opportunity to update you. Consumer Response /* (2000, 7, 2022/08/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) They took care the situation with timely matter and fix the problems. It's sad that it have to get to this point to fix it . Thank you for taking care everything and the extra care too.

• Initial Complaint

  07/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Earlier this year I bought a new Chrysler Pacifica from the dealer which I had a great experience with. I even bought the 6-year warranty because I was treated so well during the buying experience. A month later I notice a check engine light, The car only has 2000 miles on it so no big deal I drove over to the dealer to have it checked out in March 2022(I do not remember the exact day at this point). They said it's nothing to be overly concerned about just schedule a day to bring the car in. So I go inside to schedule a day I can leave the car, but they said I would have to leave it overnight. Since this is the only vehicle my family owns I asked if they have a loaner I can use? They said yes but I have to wait a couple of weeks. I was ok with that and agreed. They said they would call me once they have a loaner available to bring the car in for repairs. I did not hear anything for a month so I called and left a message with the service to call me back. I heard nothing. I have been calling the dealer once a month since April. It is July now. I think this is too long to get any response from the service department. I do not know what the issues are but I have been driving like this since March and no action plan from the dealer. I do not know what to do at this point, other than ask BBB to help get a response from the dealer.

  Business response

  07/15/2022

  Business Response /* (1000, 5, 2022/07/11) */ Thank you for bringing this to our attention. At Courtesy Chrysler Jeep Dodge Ram, we strive to provide an excellent guest experience with each visit and we certainly let our customer down on our follow up in communicating back with them. We immediately reached out to our customer and have since had the vehicle brought in to be diagnosed. To avoid further inconvenience to our customer we have provided a loaner vehicle while their vehicle is repaired. We greatly appreciate The *******'s business and hope to restore their faith our store going forward. Consumer Response /* (2000, 7, 2022/07/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you. I appreciate the assistance, Chrysler was great and I am very happy they were able to take care of me. I was very impressed when they cleaned the car after service. I did not expect that.

• Initial Complaint

  06/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I dealt with Tommy but I can have the information incorrectly so please look into 6/4/2022 service date for Dodge Durango 2018 *********** phone number XXX-XXX-XXXX. But, my contact is ************. He lacks customer service. My husband spoke to Jaime to get the cost for tire installment purchased by us. When she called she quoted him and he told her to add oil change and diagnostic. When he arrived he told Tommy again while he was there. As my husband spoke to him he gave him his back and never acknowledge my husband. When we received the text that the vehicle was ready and we checked out with Stephen he stated that the diagnostic was never done. I had to go back on Monday to pick up my wheel lock key because it was never returned. An email was sent on Saturday 6/4/22 from an employee who stated that the service department was closed but she will send the email to the service manager. BUT, when I called because the service manager never reached. When I called no on knew anything about it. Tommy picked up the call and I explained what I was calling for and he said he will look for it and call back. When I attempted to tell him not to call the number on file but to call me he hung up on me before I can even attempt. I had called back and asked for the receptionist to let him know and to also put in a request for the service manager to call me and it was never done. He proceeded to send a text message to my husband the wheel lock key was found. When I arrived I parked and walked over. Stephen looked at me like I had snake on my head because I guess I didn't work the tire key lock wrong. He then asked Tommy and worded it the way you guys call the wheel key. (Obnoxious) Tommy asked if it was for Garcia I said yes and he rudely said where is the vehicle I said parked. He then proceeded to say well I need the vehicle to make sure it's the one we found. I told him well then you should have called me instead of sending a text message but once agai

  Business response

  07/06/2022

  Business Response /* (1000, 5, 2022/06/13) */ Thank you for the opportunity to respond. We strive to provide an exceptional guest experience with each visit and are saddened to hear we let down Mr. & Mrs. ******. We have reviewed the camera footage and found the events as follows: Mr. ****** came in on 06/04/2022 @ 7:23am. Tommy went out to the vehicle, podded it, got the information from the vehicle as necessary. He then turned around, spoke to Mr. ****** with the pad and wrote up the information and had Mr. ****** sign the Ipad. He then wrote the ticket for the oil change and mount and balance the customers supplied tires. At 10:10am on 06/04/2022, Tommy text Mr. ****** to let him know the vehicle was ready. Later, Mrs. ****** reached out to us stating that the wheel lock key was missing from their vehicle. Tommy went in to the shop and found what appeared to be their wheel lock key. Tommy mistakenly called Mr. ******'s phone number (as it was listed on our records) and not Mrs. ******'s. He called Mr. ****** at 12:13pm on 06/06/2022 and did not get an answer. He then immediately text the same number to let them know we found their wheel lock key. We then received a call from Mr. ****** but the phone log registered the duration at zero. We apologize immensely that we did not make Mrs. ****** feel appreciated and would like to take care of her diagnostic concern. We would be more than happy to perform the diagnostic at no charge in the interest of customer satisfaction. Andy the Service Manager reached out to Mrs. ****** on 06/08/2022 @ 8:16am and 9:16am at the number she has requested for us to reach out to, and has been unsuccessful at reaching her. Mrs. ****** can reach out to **** in the service department to schedule the diagnostic. Consumer Response /* (3000, 7, 2022/06/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) The call log you are looking at shows that Tommy called my husband but you complete disregarded the fact that I said when I was going to let him know to call me back but he hung up on me. You didn't check the call log or even looked into the fact that I called back and spoke to the receptionist who stated she sent a message to Tommy and she also stated she sent a message the manager who never called back until this complaint. I do have an iPhone with restricted unknown number block. I did receive the call while I am at work and the time he asked for me to call back unfortunately I am at work. I can call back after 5:00 pm whenever you are available. You see him looking at the pad and my husband singing looking and hearing are two different things. My husband told him about the diagnostic. What he signed is irrelevant because we never had anyone dismiss what we say and we just sign. For now on we may have to pause and read over before signing. Diagnostic at no cost is good but now is knowing when and I cannot keep my vehicle overnight. Business Response /* (4000, 9, 2022/06/21) */ We apologize as we were unaware to call after 5pm. Please know that management will be reaching out to you today, after 5pm to discuss our proposed resolution. Consumer Response /* (4200, 11, 2022/06/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) No one called on 6/21/22. I left a message again on 6/26/22 at the following number XXX-XXX-XXXX. I did send a text message today 6/27/22 on a cell number left by Andy to see if I get a response ending in 9621. I paid $476.00 for a mobile battery service since my vehicle is having issue turning on. It will click and not start at times. I paid for that service trying to move forward since it feels like I am inconvenience to the dealership. But, this morning it would not start. After further google searches it states it can be the starter/alternator/or ECM if not the battery. This vehicle is only 4 years old. I had it under lease and now under finance. I need to get this diagnostic test done. I understand and accept that it will be free. But, I need someone to look at the warranty of the vehicle because if it's any of the above issues and at this point any other issue I refuse to pay for it as it's not an old vehicle. I probably would have paid for it at the time that I originally asked for the diagnostic. But, after paying $476.00 for a battery thinking that might have been the issue just to prevent from having to deal with the dealership I refuse to pay anything else. I need this taken care of ASAP. I have to work and after at least 10 tries it finally turns on. I need this taken care of. It's an inconvenience as I may have to call off work just to get in there. I need my vehicle to be first in line when you decide to get me in. The latest and I may be pushing it would be Sunday 7/3/22 as I am going away the following week. Business Response /* (4000, 13, 2022/07/01) */ We have resolved our customers concerns. Thank you Consumer Response /* (2000, 15, 2022/07/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Andy the service manager took care of the matter. Luckily I still had warranty and everything was covered. Will definitely utilize Andy for future services.

*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. ↩