ComplaintsforVatland Cdjr, LLC

• Initial Complaint

  08/22/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I had my car towed to this place August 12th,2024 its now the 22nd Ive only received two updates about the vehicle everytime I call I cant get through to a person last time I did they couldnt provide me with an update of my vehicle

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought a 2010 GLK-350 14 months ago with warranty. 10 weeks ago they replaced the 2 front axle shafts. 7 Weeks ago I brought it back. The replaced drive shafts, under heavy acceleration, had a noticeable vibration. The tech agreed with the diagnostic.They kept it to replace the axles they had just installed the previous week, but they were out of stock. After 7 weeks they only got 1 shaft (both available in several retailers), I told her that 7 weeks was more than enough and I needed the vehicle fixed this week. The problem was a defective part installed by them under warranty. Today, 6/4/24, at 1:45 PM, the shop manager called me to try to convince me, in a very rude tone, that the vehicle was OK. I explained that it wasn't, I have worked in the automotive industry for 20 years, I knew it was not right. He then tried to convince me that heavy acceleration was "not normal operating conditions". I explained to him that if the engine control module allowed it, it was. Also the vibration was there, we just felt it under heavy acceleration. He told me the warranty did not cover that, and I told him it had to cover the parts they just installed.He then told me that I should take it to a ******** *********** I told him that I would not do that, I needed the shop to replace the defective parts that were installed.He told me that his tech was not sure that the parts were the reason, I explained to him that the tech confirmed that the first time he tested the vehicle. Furthermore, they have been trying to find those parts, which proves that the tech had that diagnosis.After a heated argument, he told me they would not fix it and I told him (and I quote) "With the best intentions, please don't take things to that level. Last time we ended up with a big. It is in nobody's best interest". He accused me of threatening him and hung up.These are $300 worth of parts available at several stores, under warranty, hardly something to keep a car for 7 weeks.

  Customer response

  06/05/2024

  Voicemail left from ****** (Service advisor) on early May, several weeks after they got the vehicle, stating that they have been talking to the warranty company about replacing the defective parts, but they have to get them from the same company, and apologizing for the inconvenience and stating that her and the warranty company feel horrible about this. This proves that the diagnosis by the tech was that the parts are defective, and that they admitted that they need to change the parts.

  Customer response

  06/08/2024

  6/8/2024: A week ago I told them I needed the car by 6/7/24. I had to do it in person because I was never able to reach them. I had a good conversation with the service advisor and I told her that they had the car for enough time, I needed it back, she apologized and promised to see what could be done. I reached out to them during the week. I got no answer, no contact, no information on what is the status and they are still holding my car. They simply stopped any and all communications and now I have no idea on what is the status of the warranty repair.

  Customer response

  06/10/2024

  6/10/24 - I reached out again and left messages again to see if anybody would call me back and let me know what is the status of my vehicle. Nobody called me back.

  Customer response

  06/11/2024

  On 6/10 at 6:50PM I was able to talk to a person that told me he would leave a message in the dealership's manager desk. The should be calling me on 6/11

  Customer response

  06/11/2024

  6/11 - Left more messages with no answer still. Was able to talk to the receptionist, she explained me there was nobody who could help me today, but she would forward my information to the owner (***** Vatland). In any case, he would not get the message until tomorrow. At this point I don't even know if I want the car back, god knows what they have done to it...

  Customer response

  06/11/2024

  As I have not received any answers, I had to file a complaint with the office of the Florida Attorney General. As I said before several times, I gave you guys 7 weeks to replace the defective parts you installed, which is more than enough. I asked to please not make things worse because in these disputes nobody wins, but I could not convince you to simply replace the defective parts you installed under warranty and I can't even have my vehicle back. 

  If you continue to ignore my requests and don't return my vehicle I will have to continue escalating this issue. This is not a threat, it is an honest request to avoid things escalating even worse. It is my vehicle, it was repaired under warranty, the parts were deemed defective, these are irrefutable facts.

  Customer response

  06/11/2024

  I received this message today at 3:50PM
  

  ******, I received two messages and attempted once to return call, so I am following up with an email.  Your vehicle is and has been ready for pickup for approx. two weeks now but you have refused to pick vehicle up. You state upon heavy acceleration from stop at 6000 rpms a vibration is observed, we have driven your vehicle and vehicle is operating under normal conditions.  We are not performing any additional repairs to your vehicle, the warranty company is not performing any additional repairs either.  Threats to myself and staff will not make this happen either.  Please come and pickup your vehicle, as of today there will be a $50 per day storage fee attached.
  
  Cordially,
  
  ***************************
  Fixed Operations Director
  Vatland Chrysler Dodge Jeep Ram
  ********************
  ***************************************
  

   

  To the record; I WAS NEVER INFORMED MY VEHICLE WAS READY. As a matter of fact, NOBODY HAS COMMUNICATED WITH ME SINCE ***************** UP THE ***** AND DECIDED THAT HE COULD CHANGE THE DIAGNOSYS HIS TECH DID 7 WEEKS EARLIER IN JUST A ***** CONVERSATION.
  All the information is misrepresented, and now he want's to charge me $50 storage daily starting today. This is stealing, considering that EVEN IN THE ***** HE EXPLAINS THAT HE NEVER ACTUALLY CONTACTED ME UNTIL THIS *****!!!! (attempted once to return call IS NOT to actually return a call).

  I am changing my resolution request. I no longer want them to fix my vehicle. I will no further endorse this criminal activity. If they are capable of such lies, God knows what they will do to my vehicle if they touch it.

   

  Customer response

  06/12/2024

  6/12/24 - After the impending threat of $50 storage fees with no advance notice I picked up my car and did a few tests. To note:

  1) Battery has been dead for 3 weeks, so ****, the shop manager that change the diagnosis the tech and myself did, could not have possibly even seen the car running. He did it with with no empirical evidence.

  2) The vehicle starts vibrating at 2500RPM, which is well within a range of operation of a grandmother going to church.

  3) *****, the President of Vatland, finally answered explaining that those were the only parts, unfortunately good parts are not available (which is in total opposition with what the Shop manager has been contending)

  It is painfully obvious at this point that the vehicle is not operating properly, the shop manager (****) not only has no knowledge of the problem but also has a personal issue with the case or with me, and the official position now is that "This is the best we could do, we will try to se if maybe we can do better but there is little hope".

  If I would have not stood up to the harassment and bullying from the shop manager and stood my ground, they would have simply given me the car as it was and gotten away with it.

  I offered them the option to buy it back, so far the offered 50% of the value it had a year ago, which I am not sure is a fair number.

  I have attached a stream of emails with all the interactions. It also contains a recap of the assessment from an old friend at ******* in *********, who worked in the 3.5 platform (the one in this vehicle). This is in line with what the technician diagnosed.

  Customer response

  06/13/2024

  6/13/24 I decided to sell the vehicle to a dealer that was willing to buy it as it was for $6000. I was driving to Vatland CJDR to cancel the warranty when THE ***** AXLE CAME OFF!!!!!!! I must have done 15 miles since I picked it up yesterday.

  The tech diagnosed the problem, I explained my concerns and how the problem could affect the vehicle, but the Shop Manager changed the diagnosis and denied any further repairs; and forced me to picked up the car assuring me the car was absolutely SAFE TO DRIVE, WITH NO EMPIRICAL EVIDENCE and only BECAUSE HE HAD A PERSONAL ISSUE WITH ME.

  This happened when I was at less than 20mph. If this would have happened at high speeds it would have been a catastrophic failure with serious or fatal consequences. The total disregard for the safety of the customers is unconceivable.

  I sat down at the dealer for an some time to calm down and the Sales manager was kind enough to offer me to buy it for $5000 on the spot and drove me home. 

  I don't have much to add. The monetary losses pale in comparison to the possibility of facing a catastrophic failure of this magnitude. 

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  -Car bought October 8, 2022, at Vatland CDJR.-We reported it by email on December 5, 2022. Well within the time frame and mileage for the 90 day warranty.-We got an appointment to fix the car two weeks later, 19th of December 2022.-In the report of the service work, dated February 4, 2023, one can read: "front end noise while turning at slow speeds and "verified the customer concern."-Left again for service, 4th of April 2023.-In the report dated April 28, 2023, one can again read "noise from left front at slow speeds, "verified the customers concern, as well as "Black liner warranty due to ongoing concern since purchase.-October 2023, we immediately noticed the noise, still there. I contacted Vatland CDJR again and we agreed to drive the car together, so I could show the sound.-We got an service appointment at 22nd of November 2023, Vatland CDJR would have the car for about 1 week. Unfortunately, this mechanic quit before being able to help us, and once again we are back to square 1.-I came down to ******* again in February 2024. I contacted Vatland CDJR again, just wanting to solve this problem once and for all. And here we still are.-Wednesday the 6th of March, I once again went to Vatland CDJR and rode with **** and *********** to recreate the sounds for them. Actually, you don't even have to leave the parking lot to hear one of the noises. Sure enough, **** and *********** heard it within 5 seconds of getting in the car.-The problem is that they need to change hydralic steering rack -Vatland CDJR does not honor the warranty after finding the fault!

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  October 25, 2023 - Jan 10, ****. Our vehicle was a tow in on July 15, 2023. It was found that the fuel pump/injector needed to be replaced. After it was replaced the engine would not start. While ********** covered the fuel pump/injector as per recall, they would not cover the replacement of the engine. It was denied upon verbal communications between Stellantis and Vatland. We were denied written documentation on specific reasons as to why. On October 25, 2023 we authorized the service department to take down the engine in order to determine the cause of the failure to submit to our extended warranty. It is now Jan 10, **** and the job has not been completed. I was told today that this take about 8 technician hours from the Vatland service advisor, which means they have not even worked on our vehicle more than an average of 1 hour per week. I was told today that our vehicle is the lowest priority because it was a tow in 6 months ago and because my husband and I have been calling to find out updates and we are interpreted as condescending when we question why it takes so long to complete service. We are requesting that we are not the lowest priority and that the job is finished. We are requesting to be treated fairly and that we are given reports of what is submitted to the extended warranty. We are requesting to be contacted by *******************, service department manager.

  Business response

  01/12/2024

   In regards to the ********* vehicle. It was towed to our shop not running. It was determined to be a fuel system issue that was  covered under a recall. After it was completed, upon restarting, the engine exhibited a loud knocking noise from what sounded like it was coming from the lower half. The technician listening to it determined a engine replacement was required.
  We reached out to Chrysler on behalf  of the *********** in hopes of being able to warranty the engine as well. Chrysler requested maintenance records....Which the *********** could not produce to Chrysler's satisfaction. The back and forth discussions regarding oil changes went on for months.
  Vatland explained we do not write the warranty, we only apply it. After many months, the *********** informed us they had a aftermarket extended warranty. We informed them they would have to authorize a tear down of the engine so that an inspector would be able to come out and determine if they would warranty it. I also informed them the extended warranty would also require proof of maintenance. The engine is now tore down waiting on inspection, Had they told us months ago they had a extended warranty the process may have been faster.  During the wait they also asked us to see about trading the vehicle in. A deal was not able to be reached. If the *********** had agreed to pay for the engine it would have been completed in a very short amount of time. Let it be known that it also takes certain trained technicians to do this type of repair, so... even though we received authorization to disassemble the engine...the technicians that would be qualified to do this also had other repairs ahead of the ***********. I as well as my staff have spoken with them many times regarding this..

  Customer response

  01/12/2024

   
  Complaint: 21128034
  
  I am rejecting this response because:

  1) We did inform **************** of our extended warranty during the first weeks the truck was at Vatland. She stated that since the fuel pump was covered under the recall it would not be needed. It wasnt until ***** rejected replacing the engine that we again reminded *************** of the extended warranty and at that time sent them the documentation.  So the comment that we waited months is untrue. In addition it took us 3-4 weeks to obtain the service records, not months.
  

  2) In addition, when asked for the reason of the refusal they stated that there was a problem with the maintenance schedule but they would not provide written documentation of their conversations with ***** as to the specific reason for the denial. We are still requesting this.  When we first requested this and asked if we needed legal advice to obtain the reason for the denial, the service manager stated that he would not talk to us anymore if we obtained legal advice.  Therefore we refrained from obtaining legal protections to avoid retaliation from Vatland.
  

  3) Our complaint to the BBB is specifically that it has been taking 10 weeks to perform an 8 hour job of taking down the engine. We spoke to the service advisor on Jan 10 who said the engine was not completely taken down and that she did not have a time estimate when that would be completed. Furthermore, she told us that we were the lowest priority. This response from Vatland states that the engine has been completely taken down and that they are waiting for the inspector. I hope that is true and accurate. We have not been  called by Vatland and informed of the job completion. We again request to be called by the service manager to be told if the engine has been completely taken down and to confirm that an appointment with the extended warranty inspector has been made. 
  

  In summary we feel that we have lost basic rights as a customer to have courtesy and due service. We are deeply offended by being intentionally placed as a low priority. 

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

  Business response

  01/19/2024

  I, myself, left a message for *********************** informing that her engine is tore down and the inspector has been out. We are currently waiting for approval. 

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

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a used Kia ******** on May 31, 2023. The rims have black paint and I noticed it was peeling off when I purchased the vehicle. The dealership signed an agreement saying they would have the rims painted, as a part of the deal in the purchase. I have called three different sales people at the dealership and talked to them regarding this issue. I called 7-8 times and two of the salespeople said they would call me back to schedule a time to have this done and they never called back. This is the worst customer service I have ever experienced. I would like for the dealership to arrange for this repair to be completed at another dealership or repair facility.

  Business response

  08/10/2023

  In response to ****************** complaint,

  We have every intention of having her wheels painted as agreed. We have been challenged in finding a company that would be willing to do this.

  Both myself and our general sales manager spoke to me **************** earlier this month and she seemed to be ok with this.

   

  Customer response

  08/10/2023

   
  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.
  
  **************************************************

• Initial Complaint

  04/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Stay away from this dealership and there GM *****************************. They sold me my gladiator with damage and it was a brand new vehicle. I took delivery of my vehicle almost 6 weeks ago, I let them know immediately there was damage in several places. This is still not resolved!! **** lied to me about the part supposedly being wrapped, now it has to be painted!!! I will now have paint work on my brand new Jeep. Now the part was ordered and wrong one came in. Meanwhile any and all updates I have had to call the dealership and my sales rep and no one has. Helped. When ***** talks to you he is rude and condescending. I had to leave numerous voicemails to even get a call back. Meanwhile before I bought the truck these guys called me all day. This is your typical car dealer. Nothing special about them. They dont care about you just your money. Dont get taken by them. Im contacting the BBB and department of motor vehicles. This is not the way you treat customers.

  Business response

  04/12/2023

  Fender flare has been received and sent to body shop to be painted. We will contact ************** as soon as flare is ready to be installed. We apologize for any confusion.

• Initial Complaint

  02/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  First I would like to state that I am a retired Major of the Army *********** and I now work in the travel nurse industry. I am very disappointed by the lack of concern that I have received on this issue on behalf of the Vatland Dealership of **********, *******. I purchased a used 2016 GMC Sierra *** from Vatland on November 2, 2022. At the time of purchase, I was assured that the vehicle that I purchased had a 3-month warranty for any mechanical complications. A couple of days after the purchase I drove the vehicle from **********, ** to **********, **, and then back to **********, **. The whole round-trip drive was within a week's time. The drive to ********** was uneventful and the vehicle showed no signs of complications. Yet during the time spent in ********** and driving in the city, the transmission began having issues when stopped and not shifting back to 1st gear, and then at take-off would jerk so badly that the tires would squelch. I immediately contacted the dealership and they stated to bring the truck to them when I returned to **********. Which I did and they took the truck to ****************** in ********** and paid for a repair to the transmission. After receiving the truck back I then had to drive to ********** for my nursing job. No issues were noticed during the highway drive. Yet, upon getting back to ********** and driving in the city the transmission started doing the same as the initial complication that was supposedly repaired. I then again contacted Vatland to have the vehicle reassessed here in **********. I was told that someone from Vatland's service department would contact me to authorize for the truck to be assessed at the ****************** Dealership but no one has. I have made multiple attempts to get someone to authorize the assessment but have yet to be contacted by anyone with that authority. I have not driven the vehicle in 2 months for fear that I or my family can be injured if the transmission locks up while driving.

  Business response

  02/01/2023

  Spoke with Customer today,  His vehicles does come with a 90 day warranty and **** miles, with a 100 dollar deductible.  Customer is advised to provide us a written estimate for the repairs necessary.  We will need a copy of the estimate that include the Ro number, date, miles on vehicle at time, customers information, so we may review and authorize any repairs that are covered under the 90 day warranty.

  Customer is suppose to bring to Paradise GMC in ********** to get estimate, we will await that estimate to authorize any repairs.

   

  Customer response

  02/02/2023

   
  Complaint: 18962908
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Please understand that I am not rejecting the business response on the basis of disagreement with the response. I feel that the response and resolution of the issue requires more detail than just a simple acceptance or rejection.

  First, I would like to state that I am truly appreciative that the President of the dealership personally reached out to me to resolve the issue. Second, yes he did send a copy of the warranty and through email correspondence we are both in agreement that the vehicle needs to be taken to ****************** in ********, ** for a determination of the defect in the transmission,. I have reached out to ****************** service department and they are working on a date to get the vehicle in for diagnostics and repairs. Third, yes the warranty is for 90 days or **** miles. **** through email correspondence the president of the dealership and myself are in agreement that the initial mechanical issue that was repaired by ****************** in ********** was reported to his dealership and the first attempt at repair was done within the timeframe of the terms of the **************************** the vehicle. This is a direct quote from the warranty agreement, "Notification of covered parts must take place within the Warranty Period!" It is my understanding that if the same initial issue persists that affects the correct operation of the vehicle then it still falls under the ************************* due to the fact that initial first notification of the issue took place prior to expiration of said warranty. The vehicle is still in storage and not being driven until full repairs take place. I feel that there is a safety issue regarding driving the vehicle and if the vehicle transmission were to lock up during driving that a major accident would be the result. 

  Initial Repair documents of the vehicle from ****************** are attached for review.

   

  Business response

  02/02/2023

  We will address the rest of the concerns when we have a firm answer from the Inspection dealership as to what is failure part and cost to replace it.

  we will await the reply.
  

  Customer response

  02/02/2023

   
  Complaint: 18962908
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Again! I am not rejecting or accepting the dealership's response. Just that this issue requires a depth of understanding that can not be relinquished with a single statement of acceptance or rejection on my part, legally and most importantly morally on behalf of any party involved in this dispute.

  I just spoke with the service department of ****************** again this morning when they called me and I am scheduled to take the vehicle to them on February 16, 2023 to be evaluated for repairs. Again, vehicle will not be driven and will be towed to ****************** on February 16, 2023 by my USAA insurance coverage to avoid any further damage that could be caused by driving and most importantly for safety reasons to avoid an accident due to failure of the transmission.

  Customer response

  02/03/2023

   

  Complaint: 18962908
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Again! I am not rejecting or accepting the dealership's response. Just that this issue requires a depth of understanding that can not be relinquished with a single statement of acceptance or rejection on my part, legally and most importantly morally on behalf of any party involved in this dispute.

  I just spoke with the service department of ****************** again this morning when they called me and I am scheduled to take the vehicle to them on February 16, 2023 to be evaluated for repairs. Again, vehicle will not be driven and will be towed to ****************** on February 16, 2023 by my USAA insurance coverage to avoid any further damage that could be caused by driving and most importantly for safety reasons to avoid an accident due to failure of the transmission.

  [Click to View All Consumer Messages]

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

  Business response

  02/14/2023

  i have to disagree with this as the customer still has not provided us with a written estimate to get the repairs completed. or authorized. you cannot close the case as its still in process.

  
  

  ***** Vatland

  President

  Customer response

  02/15/2023

   
  Complaint: 18962908
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  I disagree with closing the complaint as well. As I stated previously. The earliest that the vehicle can be scheduled to be assessed is on February 16, 2023. The vehicle is scheduled for appointment on this date and will be delivered to ****************** in ********, ** on this date for assessment. Its not a fault of mine that I have not delivered the requested information to Vatland Dodge. The fact is that I am unable to get an appointment with ****************** until February 16, 2023. As soon as I receive the request documentation it will be immediately sent to Vatland Dodge. Thank you 

• Initial Complaint

  12/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have purchased several cars at this dealership. I have a *********************** with a **************** contract and I dropped it off with a coolant leak on 10/10.They told me it would take 1 week for them to see it I said it's fine. It has been almost 2 months and the only thing I got was that they reccomended to change the plugs and wires and front brakes, which have been done by the ******* dealership quite recently. They mentioned the *** module needed replacement but as it was no longer available the warranty won't cover it. I told the to just replace the hose and the clock spring. It has been 2 months and they still have the vehicle. It is very difficult to get any answers from them and when I get them is always "we are too bussy". I can't believe that in 2 month they could not manage to replace a coolant hose and a clock spring, neither I believe that the other customers are wating 2 months for a minor repair that takes very little time and is cover by the Chrysler warranty. I have uploaded all the text exchanges with the tech advisor where you can see the dates and the lack of response.

  Business response

  12/06/2022

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

  I understand your complaint about getting into our service department in a faster time, its a valid concern and we don't like that it takes week to months to get scheduled either, however, once you car is here its in line to get a tech to review and diagnosis the issue.  we have done this on your automobile and have determined that we will only be able to address 2 of the 3 concerns.  THE *** module is not available from the factory nor in aftermarket supply.  so that repair will not be corrected this time.  The hose and Clock spring have been approved by your *** care extended warranty. Getting them on phone and getting approval is a challenge in this day in age, none the less its finally approved!  We have received your parts, and *** care requires a certain level tech to complete these repairs, so once that tech frees up some time form customers that are ahead of you in the line of work, that tech will start *********** process.  I hope to see you car completed with in 2 days or up to a week.  As soon as its completed our advisor will reach out to you to collect deductible and schedule time for you to pick up the vehicle.

  Customer response

  12/07/2022

   
  Complaint: 18526049
  
  I am rejecting this response because:

  Please forward to ******* and please add it to my complaint. The service advisor called me after I informed them that I filed the complaint and told (and I quote) "That was not very smart" "That will make things worse because Mr ********************** (the owner) does not take kindly these types of complaints!". I laughed and asked her if she thought that the best way to answer a complaint was to threaten the customer and she said "I am going to hang up and we will call you from Mr ************************ office". I have not received any more calls from them.
  

  
  

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

  Business response

  12/07/2022

  ****************, AS we discussed on the phone yesterday, i don't follow why your stating you were not contracted by us.  you and i had long conversation yesterday, and i explained the process that we are current working on.

  I also stated i would reply to this complaint late last night while at home, as i did not have time yesterday during the day.  i did just as i stated * would do.

  The next step will be with your car is completed we will let you know. 

  you have my contact info,

  ***** Vatland

   

   

  Customer response

  12/08/2022

  *****:

  My apologies on the untimely messages of this complaint. The post that was sent to you was sent to BBB before we spoke, but it got posted the following day (yesterday). I did send a note to ******* at the BBB to correct it but they were closed yesterday afternoon.

  I did indicated to her in my email, and as I state here, that your response was acceptable. 

  Thanks and once again, I apologize for the bad timing of the messages of this complain, it was not my intention.
  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

  11/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm looking for Vatland to take ownership of their negligence and refund me for the $5,000.00 I paid for the brakes to be repaired. I also, want the cost of the warranty, which I had no choice but to use, because they would not take ownership. We paid thousands for the warranty, and we should not have had to use our warranty and make a claim against it. Let's face it all claims against insurance companies or warranties affect future payouts for damages, meaning they often will cap out at a certain amount. In addition, for them to cover the cost of the new dealership fees that we had to pay, which was roughly $268.00, then of course my attorney fees, due to the fact that I have had to obtain counsel on behalf of my consumer rights when we owned the vehicle less than ************************************************************************************** the manifold, was not re-installed properly, and was hanging, and the gasket was missing, as well as the brake anti-rattle clips were installed upside down and rubbing on the rotor causing damage. *** fact remains with the gasket being missing and the car being driven for two weeks, this could still have irreparable damage to my engine. If my son did not catch the rattling noise, the engine on this $80K car would have blown. Please understand what I have written in my timeline, this car didn't need brakes, to begin with. We had the car for less than a month, and were told the brakes were "new." *** original brakes were OEM racing brakes, which according to the manufacturer last 30K-60K miles. *** car had roughly 26K miles when they insisted the brakes needed to be changed. Although the car had roughly 26K miles and that is around the timeframe that the brakes would have had to be changed, we were told they were NEW. ***refore we once again should have been able to get another 30K miles out of the brakes before having to replace them. this has been nothing but aggravation, frustration, and deceitfulnes

  Business response

  11/14/2022

  Customer bought a used Dodge Hellcat high performance vehicle.  A few months after purchase they came in with complaint of brake issues, upon inspection we found brakes were worn and in need of replacement. We replaced both front and rear Brembo Brake pads with Factory brake pads.  We also suggested and customer agreed to replace the Rotors at same time so she would have a " good start date to good brakes to judge when her son would wear through them"  This cost was $5000 to do so.  it took technician several hours to replace and the product themselves are very expensive as they are high performance parts on a high performance car.  There is not refund due to customer for us performing maintenance repair to wear items on her car.  However we did agree to refund them the small invoice that ******* CDJR charged them to switch some brake clips that they claim were installed backwards, which is impossible to do as they  can only be installed in *********************, but since we cannot verify we are happy to refund the customer as goodwill gesture that cost that ******* charged them. We understand her frustration with having to repair such expensive wear items, but those are the responsibility of the owner of the vehicle.  As far as the warranty item that was repaired at another dealer, that was covered under her basic warranty. I am unsure of the miles at this time, but if she purchased an extended warranty, that will cover items when basic warranty runs out.

  If Customer wishes to accept a refund they must email me directly ( ******************************************************* with copy of the *********************** as well as where to send check. a check will be send within 3 business days of receipt. Our offer is only good for 1 week from receipt of this. complaint,  if not accepted we will determine customer has declined our offer and is satisfied otherwise.

  Customer response

  11/16/2022

   
  Complaint: 18398375
  
  MESSAGE FROM BUSINESS:
  Customer bought a used Dodge Hellcat high performance vehicle.  A few months after purchase they came in with complaint of brake issues, upon inspection we found brakes were worn and in need of replacement. We replaced both front and rear Brembo Brake pads with Factory brake pads.  We also suggested and customer agreed to replace the Rotors at same time so she would have a " good start date to good brakes to judge when her son would wear through them"  This cost was $5000 to do so.  it took technician several hours to replace and the product themselves are very expensive as they are high performance parts on a high performance car.  There is not refund due to customer for us performing maintenance repair to wear items on her car.  However we did agree to refund them the small invoice that ******* CDJR charged them to switch some brake clips that they claim were installed backwards, which is impossible to do as they  can only be installed in *********************, but since we cannot verify we are happy to refund the customer as goodwill gesture that cost that ******* charged them. We understand her frustration with having to repair such expensive wear items, but those are the responsibility of the owner of the vehicle.  As far as the warranty item that was repaired at another dealer, that was covered under her basic warranty. I am unsure of the miles at this time, but if she purchased an extended warranty, that will cover items when basic warranty runs out.
  If Customer wishes to accept a refund they must email me directly ( ******************************************************* with copy of the *********************** as well as where to send check. a check will be send within 3 business days of receipt. Our offer is only good for 1 week from receipt of this. complaint,  if not accepted we will determine customer has declined our offer and is satisfied otherwise.
  

   

  I ***************************** REJECT THIS BECAUSE:  according to Mr. ********************** there are many discrepancies to his story.  In addition, facts are facts.  I have documented proof by another dealership, whom would not put their reputation on the line, for another company.  

  Mr. **********************'s response fails to mention any of the other damages his dealership and service department caused.  The brakes clips WERE installed upside down, causing a rattling noise.  According to the dealership this exact diagnostics from the other dealership:

  2 68529433AA GASKET-EXHAUST (N/C)
  30028 RIGHT EXHAUST MANIFOLD TO CAT CONVERTER BOLT AND GASKET
  MISSING VERIFIED CUSTOMER CONCERN, STORED DTC ***** DOWNSTREAM FUEL
  TRIM SYSTEM 2 LEAN. PERFORMED INSPECTION AND FOUND EXHAUST LEAK FROM
  RIGHT BANK, LOWER BOLT FOR MANIFOLD TO CONVERTER MOUNTING IS MISSING
  AND ****** GASKET IS MISSING. LOOSENED EXHAUST SYSTEM, REPLACED MISSING
  STUD, REPLACED ****** GASKETS AND TIGHTEN BOLTS TO SPEC. CLEARED
  TROUBLE CODES AND VERIFIED O2 SENSORS ARE SWITCHING PROPERLY

  ANTI RATTLE CLIPS INSTALLED INCORRECTLY VERIFIED CUSTOMER
  CONCERN, PERFORMED INSPECTION AND FOUND FRONT BRAKE ANTI ***** CLIPS
  WERE INSTALLED INCORRECTLY AND RUBBING FRONT BRAKE ROTORS. FOUND
  MINIMAL DAMAGE TO BRAKE ROTOR SURFACE AND DAMAGE TO RATTLE CLIPS
  REPLACED BOTH FRONT BRAKE PAD ANTI RATTLE CLIPS AND INSPECTED REAR FOR
  CORRECT INSTALLATION

  This is not something a dealership would NOT make up.  Therefore, the additional damage caused to the vehicle is on the responsibility of **********************.   The fact remains that we were told when we purchased the car that the brakes were NEW.  We purchased the car with approximately 23K miles.  If you do the math according to the manufacturer Brembo of the racing OEM brake pads and rotors, they state the brakes on a racing vehicle should last up to 30K-60K Miles.  Therefore with the car being purchased at 23K with NEW brakes, we shouldn't have had to replace them until the car was approximately at 53K miles.  That is on the low end of how long the racing brakes last for.  ************* Mr. ********************** fails to mention that the car was ONLY 3 weeks old when they stated that the brakes needed to be replaced.  I debated this with Mr. ********************** himself.  As I debated with him and argued my point, and told him directly, this is not okay, the car is three weeks old.  We have not had this car even a month.  (This is all documented in the time line I will post to this).  Currently the vehicle is sill less than 90 days old.

  ************* the fact remains that the car had additional damage due to the negligence of ********************** dealership and service department, and that is a direct result to why to the manifold issues, as well as the gasket missing, and leak.  With the gasket missing alone is a huge concern.  We are not mechanics, nor do anyone of us know how to mechanically work on the car, yet it was driven for almost two weeks in that shape after leaving **********************.  There is potential irreparable damage to the engine of this car.  

  Below is the exact timeline of how this transpired.  I have also attached this time line as well as correspondence from the dealership, and the two service orders.  One from ********************** and the repairs from the other dealership. 

  TIME LINE: 

   

  October 28, 2022
  ***** **********************
  855 South US Hwy 1
  Vero Beach ** 32962
  Dear Mr. **********************,
  

  I am writing this letter about the 2019 Dodge Hellcat SRT we purchased on August 22, 2022, from your
  dealership.
  

  Since day 1, there has been issues with this vehicle, literally as it was driven off your lot.
  The vehicle as I previously stated was purchased from your dealership on August 22,2022 in the amount of
  $68,568.54. At that time there was additional charges of $1,892.35 in addition of $68,568.54.

  
  ? Then the day we were purchasing the vehicle, we (myself, my boyfriend ***********************, and my son,
  *********************************) were told, that they would not provide the Pre-owned Certified because the vehicle
  was stolen.

  
  ? Immediately, I became hesitant in making this purchase, however ***** our sales rep ********** us
  that it was sitting for only a month and the police found it, and it was in perfect shape.

  
  ? Over and over, he stated that this vehicle was in great shape, again stating that your dealership
  inspected the vehicle numerous times.

  
  ? I should have known better when I asked for it to be preowned certified and your dealership would not
  provide that to me and told me I would have a 90-day bumper to bumper ********************** warranty. I preceded
  to ask what is a vatland warranty compared to certified preowned? I was informed it was the same the
  only difference is that its in house warranty. If anything goes wrong or breaks, bring it back and we will
  fix or replace without question. Little did I know that every time I called about something breaking or
  going wrong I would be ridiculed and guilty until proven innocent.

  
  ? I made the decision to move forward with purchasing the vehicle, at which point, going through the
  process took hours on end, and we put $25,000.00 down in a cashiers check.

  
  ? On that very same day, we purchased an extending warranty, for an additional $5,328.60

  
  ? The first ************************ 22, 2022, we contacted our sales representative, ***** by text because the
  radio was not working correctly, it would not shut off. Let me remind you that the radio was one of the
  key components that was listed that was just replaced when we purchased the vehicle. *****
  responded right away and advised us to bring the vehicle in. My son ********************************* brought the
  vehicle to your dealership in lieu of my absence.

  
  ? The next issue were the tires. We replaced the tires and paid for them, as we were responsible for
  replacing the tires due to wear & tear.

  
  ? September 14th my son brought the vehicle to replace the tires. At that time, he was told the vehicle
  needed brakes. At which point the cost was going to be roughly $6,000.00.

  
  ? On September 21, 2022, I contacted you directly, and expressed my concern of the brakes needing to
  be replaced. Your response to me was: Well, you know your son wore those brakes out. I debated
  this with you back and forth since the car was literally bought less than a month ago, and according to
  your sales representative everything was new, and it passed all inspections. My argument to you at
  that time, was that the car was less than a month old from when we purchased it, and if the brakes
  were new as we were told, then they wouldnt need new ones. You stated you would see what you
  could do on the cost and call me the following day, that you wanted to talk to your service manager.

  
  ? In that same conversation you stated that the previous service manager was just terminated for doing
  shady and unethical activities. I informed you that there was a young individual who works in your
  service department, who stated to my son when he brought the vehicle to be serviced for the tires, that
  he was supposed to get this car, but you got it instead. At that time, you told both me and ********
  that you were going to look into it. I never heard from you again regarding that.

  
  ? I called you the following day, and you stated that the best you can do is $5,000.00 out the door. We
  moved forward with having the brakes fixed.

  
  ? On September 20th, we dropped the vehicle off at your dealership for the front and rear brakes as well
  as the rotors to be replaced. It was paid in full prior to dropping the vehicle off through DocuSign by my
  son ***********. We were told it would take a day to order the parts, and then a day to install the
  brakes.

  
  ? We were promised the vehicle back on September 23, 2022. My son picked up the vehicle, in which
  we could have a conversation about that day, and how another customer discriminated against him, in
  which he spoke up for himself after she kicked him out of your lobby, while calling him names.
  However, I will leave that for another time.

  
  ? The Service Report from your dealership said the following in it: (Document is attached).
  FRONT BRAKE PAD OR SHOE REPLACEMENT:
  removed and replaced the front and rear brake pads with all other related new seals
  gaskets and non-reusable hardware and reinstalled all components removed for repairs
  in the reverse order of removal
  Second Part of the Service Report stated:
  REAR BRAKE PAD OR SHOE REPLACEMENT:
  removed and replaced the front and rear brake pads with all other related new seals
  gaskets and non-reusable hardware and reinstalled all components removed for repairs
  in the reverse order of removal...

  
  ? Approximately, 17 days later, On October 10, 2022, the car started to make a rattling noise, as well as
  not sound as it did when I purchased the vehicle. At that point, I was not taking the vehicle back to your
  dealership as I had no confidence in what type of service would be provided, in all honesty I lost faith in
  the service provided by your dealership.

  
  ? At this point on October 11th , 2022 I had no choice but to use my extended warranty and submit a
  claim, who sent ** to a Dodge and Chrysler dealership in ****** and made an appointment for the car
  to be taken in on October 24, 2022. The vehicle remained parked in my driveway and not driven until
  the day of October 24th , 2022.

  
  ? Once inspected by the service department at dealership, the findings were undisputable and
  unacceptable. In fact, almost irreversible, and to be honest at this point we may not know until
  down the road how badly your dealership damaged my vehicle for the lack of competence by
  your technicians in the service department.

  
  ? According to ************************************** out of ******, this was their findings:
  Right exhaust manifold to CAT Converter Bolt and Gasket missing. Verified Customers
  concern. Downstream Fuel trim System 2. Lean Performed inspection and found exhaust
  leak from right bank, lower bolt for manifold to converter mounting is missing and Flange
  Gasket is missing. Loosened exhaust system, replaced missing stud, replaced flange
  gaskets and tighten bolts to spec. cleared Trouble codes (document is attached)
  Anti-rattle clips installed incorrectly verified customers concern. Performed inspection
  and found front brake anti-rattle clips were installed incorrectly and rubbing front brake
  rotors. Found minimal damage to brake rotor surface and damage to rattle clips.
  Replaced both front brake pad anti rattle clips and inspected rear for correct
  installation.

  
  By this documentation from the dealership that just fixed the issues at hand, it is VERY CLEAR your
  dealership is negligent here. Also, the concern now lies with the gasket missing while this car was
  driven. This remains as an underlying issue, as there is no direct way to tell if the engine of this car
  was affected with not only the missing gasket, however the intake manifold, and leak in exhaust. I am
  not asking you or your technicians for professional advice, as I have already been informed by the
  dealership, we just picked up the vehicle from. The fact remains that we trusted you and or dealership
  to provide top quality care, and it was not rendered.

  
  After paying $5,000.00 for brakes and having to make a claim against a new warranty that we paid
  $5328.60, as well as a $232.68 fee from *******, we are now in this for over $11,000.00 worth of
  damage, as well as being without a vehicle for two weeks.

  
  However you choose to look at it, for our frustration, lack of ability incompetence with your dealership,
  filing a claim with a new warranty, when it has not been 90 days this car drove off your lot, for possible
  and future repairs due to the missing gasket, and for all other issues I am demanding the money
  returned for the brakes, fees, and warranty.

  
  The amount of damage that was caused, time taken, no vehicle for two weeks, this is not negotiable.
  I will be expecting a response from you within the next 72 hours with the resolution in place.

  
  Respectfully,
  *****************************
  *********************
  ************
  ************
  

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

  Business response

  11/17/2022

  The missing bolt, or what ever it was with gasket is not something we caused, nor something we even worked on.  That is certainly no fault of anybody, that is why vehicles have warranty items, and car was covered under warranty. 

  Since Customer is declining any assistance on our offer we are closing the case on our end.  

  Best of Luck to customer on their car.

• Initial Complaint

  09/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called the bank through which I leased my vehicle today to request a payoff. The bank refused to provide me with a payoff. They told me it was a **************** policy that all payoffs must come from the leasing dealership (lie #1) and that they did not have a payoff (lie #2). They told me I needed to contact the dealership from whom I leased the vehicle (Vatland Jeep in **********, **). I called the dealership four times and finally spoke to a "manager" **** who logged into their account with ********* and provided me with a payoff after asking me the mileage on my vehicle. I asked why he needed the mileage after telling me first that he didn't know, told me that because my lease had a term and mileage limit, they needed the mileage (lie #3). When I asked, why would **** tell me to call the dealership for my payoff, he said he didn't know. **** had an attitude from the outset and when I called him on it, he said "what about your attitude?" When I asked to speak to the general manager, he told me he wasn't there but would be in at 9AM-5PM. He told me the general manager, ***********************, was a manager just like him and wouldn't have any other information about why Ally would require me to contact the dealership for my payoff. He told me to call Ally to figure that out. This dealership had good service when I was buying the vehicle but seems to have gone down hill. I would not recommend them in the future.

  Business response

  10/10/2022

  *******, i tried to call you last week about this issue.  we apologize that you are having issues with the lease bank in getting a payoff.  They really are the ones who should provide that information to you, as a lease buyout varies by dealer or individual.  ********** has different policies on their lease end quotes.

  I am being told that my team already has given you a lease quote from the bank?  what are we missing? 

  Please advise.

   

  ***** Vatland

  President Vatland CDJR.

  **********

  Customer response

  10/11/2022

   
  Complaint: 18120914
  
  I am rejecting this response because:  As I stated in my initial complaint the bank is pointing to the dealership the dealership is pointing to the bank. The dealership is the one that brought me to the bank. And according to Florida state law the bank has no ability to sell the vehicle to me without a licensed dealership. The dealership is telling me that they have absolved themselves of all responsibility to help me with the lease buyout and that if they were to do so the bank would require them to break the law and discriminate against me. And yet they are still doing business with the bank. This makes no sense at all. And the owner of the business is saying he doesnt know anything about it? Highly unlikely.
  
  Sincerely,
  
  ***************************

  Business response

  10/25/2022

  *******. There are banks that we refinance you. which ones exactly Im not sure but my team will point you in right direction if you wish. Thats what you need to do with them. We dont deal with that bank except a few times per year, typically when they have best lease option for customer. But in light of how they handle lease buyouts we dont use them. 
  you can write them a check and they will be required to send you a title. Then you take title and complete your own tag work with tag and title office. 
  

  its not a fun process. And like i mention on the phone to you. I personally am doing. Same thing. Except Im choosing to not buy it due to their policies. 
  

   

  Customer response

  10/26/2022

   
  Complaint: 18120914
  
  I am rejecting this response because:

  The owner promised to have his people help me work through this. When they called, they were even more confused than I have been, and I have not heard back from them or the owner. The bottom line is the dealer will not facilitate the buy out because the bank will not allow them to charge a load of fees (not in the contract). This whole experience has turned me off from Vatland, Ally, and Jeep. I will not be buying out the lease and will not be purchasing from this dealership again.

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

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