Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally address my recent repair experience at Albany Chrysler Dodge Jeep Ram (ACDJR) and the ongoing issues with my Jeep. On January 2, I brought my vehicle to ACDJR due to a concerning noise. Despite my Jeep being under warranty and the necessary claim being filed, the repair process was severely delayed. The delay was so extensive that my rental car coverage, provided by the warranty, expired. According to the warranty company, the issue was due to poor communication from ACDJR. After I expressed frustration and explained my situation as a parent with two jobs, I was finally provided a loaner vehicle on January 16. On January 31—nearly a month after dropping off my Jeep—I was informed it was ready for pickup. I was then unexpectedly quoted over $***** in additional charges, despite prior confirmation that only my $300 deductible was due. After raising concerns and escalating the matter, the amount was reduced to $374. Upon reviewing the repair invoice, I noticed several recommended repairs marked as "customer declined." I was never contacted regarding these issues, which included a broken EVAP hose (previously taped by Justin, the manager, during an oil change) and a stripped exhaust stud discovered during engine removal. Temporary fixes were made without my consent instead of addressing these problems properly. After driving the vehicle, the same noise persisted. I immediately contacted Michael, who acknowledged that the unresolved repairs were likely the cause. On February 4, the check engine light illuminated. I now have to take my Jeep to another repair shop, incurring further expenses. This entire experience is unacceptable. Temporary repairs during an engine replacement are inadequate and reflect poor service and accountability. I request that ACDJR take full responsibility for these repairs and cover the associated costs. I look forward to a prompt and satisfactory resolution. Please contact me immediately to discuss next steps.

  Business Response

  Date: 02/06/2025

  Dear ***. *********,
  
  I understand your frustration regarding the repairs not covered by your extended warranty. As your service advisor explained, we diligently worked to have all necessary repairs covered, but unfortunately, your warranty only authorized the engine, radiator, and air conditioning condenser replacements.
  We empathize with your financial concerns and offered a complimentary loaner vehicle to assist you during the repair process. However, we cannot absorb the cost of repairs declined by your extended warranty provider. The initial $***** charge was for labor not covered by the warranty, which was subsequently removed by our service director.
  Our service department made every effort to support you throughout the engine replacement process. Regrettably, with a 10-year-old vehicle, component failures can occur, and it appears the primary issue lies with your extended warranty coverage.
  
  Sincerely,
  Brandon H*******

  Customer Answer

  Date: 02/18/2025

  Complaint: ********
  I am rejecting this response because: I spoke with the warranty company regarding the current issue with my vehicle, and it appears that the responsibility lies with your team. They informed me that the muffler should not have been disturbed during the repair process. However, your team mentioned that the muffler had to be removed to access the engine. The warranty company also raised a valid point: if the issue wasn't present before I brought my car in, why am I experiencing it now?
  Additionally, I have had to return my truck multiple times for issues that should have been resolved on the first visit. If I was given a new engine, I am questioning why I am facing a faulty thermostat issue. The engine does not appear to be new at all. To make matters worse, my check engine light is back on today, indicating that the thermostat is not the issue as initially stated. Overall, I find this service to be unfair and unsatisfactory.
  Sincerely,
  ******** ********* *******

• Initial Complaint

  Date:08/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought my Dodge *** **** in back in March the first or second week for a check light on stating throttle service light and the engine was running hot along with coolant gauge running hot. The service department took truck and had it for a month with not communication and I asked for a rental and was not given one and had to pay over 1k for a rental car while they had vehicle for a month. I received vehicle back and the vehicle would not crank the next day i called the service department back and advised them. They towed the truck back to dealership and they advised the issue was fixed a few days later. I received vehicle back and the check engine light came back on the truck and it was still running hot and I called them back and brought truck back in for coolant running hot. They once again ensured me the truck would be fixed. Received truck back and 2 weeks later check engine light came on and I called the GM and advised him of everything that has taken place and provided pictures and videos. I have given Dodge Ram Albany service my vehicle since March 4 I believe and they have never resolved my issue of my vehicle coolant running hot. It has always been other issues they have “fixed” that they said was wrong with the vehicle but the main issue of it running hot never was fixed. Now they have had vehicle again for 4 weeks because I brought it in again because of the over heating issue with coolant. Now the my tell me I have to pay 2k dollars for a part called ERG pertaining to the coolant issue. My complaint is this is the issue that I have had since March of brining truck in to them. I have not had my truck since March for a whole month yet because I always have to take it to them because they have not fixed the issue and I’m not paying 2k dollars for a service that should have been fixed since March. The service department is calling me a liar and stating that’s not what I been requesting but I have proof videos and pictures.

  Business Response

  Date: 08/05/2024

  I spoke with Mr.**** this morning and Albany Chrysler is covering half of the shop bill for the communication issues that happened from the store. Once the repair is complete I told Mr.**** I will have someone drive it a couple hundred miles to make sure the issue is corrected. 

• Initial Complaint

  Date:02/09/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  went into the albany location for an oil change. was sold a $89 pkg buy the service advisor. i had to pay for 2 extra qts as my *** *** took 7 instead of the 5 included. i agreed. once it was done the advisor had a family emergency and left so another advisor processed my bill. i was charged over $200. i was in a hurry so i just paid and left. I called back and spoke with them about it and all they were willing to do was GIVE ME A STORE CREDIT. I wanted my $ back so i called the main store  and they acted like it would not be an issue and the GM there put me on the phone with a lady that was going to send me a check for the difference. well weeks later no check. the GM in ** *s no longer there and they ladies that process the checks have no record of our conversation. They also scheduled me for warranty work on a bad shock, made me schedule an appt months out to have shock put on. verified part was in, had me make plans for a ride and leave it for the day. i got home and they called me back to come get it as the parts were not there. nothing good happening there. Take it out of town.

  Business Response

  Date: 02/09/2023

  A check has been cut to the customer. I have included a copy of the check. When the oil changed was performed the service department and the customer agreed to a $100 service credit. Since then the customer has traded his vehicle and requested a refund. Unfortunately the customer contacted the ****** ****** location requesting a refund but they had no record of the customer receiving services from that location. ****** ****** **** *** ****** **** are separate entity's. Thank you.  

  Customer Answer

  Date: 02/20/2023

  
  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.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:08/03/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my car to the dealership after some warnings appeared on the dash, stating that the transmission needed service, the braking system as well. I went over there the second week of **** to get the vehicle diagnosed. I was told it needed to left there for 10 days to run a diagnostic check. I told them that I could not go that long without my wife's car. I returned about 4 days later and dropped the car off after making preparations for my wife to have a vehicle. When it was diagnosed, I was told that I had critter damage squirrels had eaten through a hose that caused the warning lights to come on and that, that tubing along with a module were needed to address the problem. I was told it would be about two weeks to get the parts. After about 4 weeks and no update I decided to visit the service department and see what was going on. Well evidently they had ordered the wrong part and the vehicle was just sitting there. After speaking with the service mgr I was able to pick the car up. After driving the car for 4 days the lights were on again. So I took the car back after paying a 1000.00 deductible and the insurance company paying their share of the bill 883.00, I was told by the service manager that a wheel sensor was causing the problem and it was going to cost me 130.00 more dollars. I agreed to pay the balance and after one more week in the shop I still haven't received any confirmation or update as to why my car is still waiting to be repaired. The vehicle is a 20** Chrysler ****. I don't understand why the car is being held so long to be repaired. After visiting the dealership on ***. *** asking to see the General Manager I was given the runaround for a third time, so that is why I'm filing this complaint. Please tell me that you can solve this problem I have with this company, your expedience would certainly be appreciated. ***********************************

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 5, 2022/08/05) */ Customer has been taken care of, and was not charged any further fees to have additional work completed. Vehicle will be returned to the customer by the end of the day today. Thank You Consumer Response /* (450, 5, 2022/08/23) */ Complaint has been resolved.