ComplaintsforFive Star Chrysler Dodge Jeep Ram

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This dealer serviced my 2020 *** **** pickup due to water in the fuel. I was charged for removal of fuel tank and flush of the entire fuel system. The same symptoms occurred again a few days afterward. After inspecting the fuel tank, it is clear that the tank was never removed (no marks on nuts and bolts, no disruption of surface rust or change in placement of support straps). I was charged for services that were not performed and now need the same repairs a second time. My money should be refunded so that I can pay another dealer to perform the repairs correctly. The original invoice showing the services performed and the photos of the undisturbed tank are attached. I have tried contacting the dealer for resolution and my calls are being avoided.

  Business response

  08/07/2023

  The repairs to the vehicle were performed as per the manufacturer's instructions for this vehicle. Depending on water levels detected in the tank during the diagnostic process will determine tank pumping or a complete tank removal . Access to the tank on your vehicle was performed by removing the fuel line and pumping the tank empty, a fuel conditioner and new fuel is added to the tank. The water separator is drained and cleaned, and new fuel filters are installed at this time. Diesel vehicles are designed to control water in the fuel by way of the water separator. Draining the water separator may be required more frequently until all the water has been managed. Fuel dispensed from the filling stations will have levels of water in the fuel. The filling stations have a customer service number that will address fuel quality concerns. Thank you for your business.

  Business response

  08/07/2023

  Dealership has reached out to customer and came to a agreement of a refund. Will issue refund to customer

  Customer response

  08/08/2023

  Hello.  The dealer contacted me yesterday (finally) and said they were going to refund my money.  I think this is a fair resolution.

  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. The dealer contacted me yesterday (finally) and said they were going to refund my money.  I think this is a fair resolution.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On ****** we had our **** ******** **** *** ******* towed to this dealership. It would not start. No previous symptoms. We had it towed here, because we're from out of town and didn't know who to trust. So we decided a dealership would be the safest place to have it worked on. To date the car still hasn't been diagnosed. The service writer has called us one time to say the technician needed additional hours and that we'd be responsible for the hours spent to diagnose the problem if we choose not to have it repaired by them. He said he'd keep us informed. It's been 11 days and no one can tell us why they can't diagnose the issue. My husband keeps calling the service writer who tells him they don't know yet. Yesterday I called the general manager and to find out what was going on. No return call. We're concerned with what they're doing to our car and what they will charge us. They basically have our car hostage with no communication about when it will be diagnosed. Surely it doesn't take 11 days to hook up our car to a computer. We're very concerned if it takes this long for them to diagnose the problem, we don't know that we trust them to fix it correctly. This dealership apparently thinks once they have your vehicle, they can do whatever they want because they have you captive. We've never experienced anything like it. Wish we'd had the time to consult the BBB ratings before we made the decision to have our van towed here.

  Business response

  04/17/2023

  Good afternoon -

  Your van was towed in without any power. Our service advisor had reached out to Mr. ***** and got approval for extended diagnosis due to the nature of the issues. One of our Level 3 Technicians diagnosed a started and sunroof motor as the causes of the electrical issues as of now. There may be further issues. Our advisor states that he has been in contact with Mr. ***** through this process. We updated Mrs. ***** on all of this earlier today.

  Customer response

  04/19/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 19939282, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****** My 2016 ******** was taken in to this facility with misfires and was asked if I wanted a diagnosis that day I declined. However I paid 1400$ for new spark plugs and all around tune up. Okay as well my car starts running worse after I get it back. I take my car back on ****** and they keep it and change fuel 1 injector due to my reason of bringing it in and they keep telling me I need other work done when the work I paid for wasn't done.

  Business response

  10/13/2022

  Business Response /* (1000, 5, 2022/09/14) */ Customer brought vehicle in on ****** stating that she had a misfire in her engine and wanted a tune up performed. Service advisor recommended performing diagnosis on vehicle to verify the problem but customer declined. Tune up with fuel induction service and rear brake service was performed. Customer returned to dealership on ****** with misfire still present and approved diagnosis. Technician found fuel injector was closed off and not spraying fuel. Customer approved to replace the fuel injector, once fuel injector was replaced technician found vehicle has internal engine problems. Customer declined tear down of the engine. Vehicle was running rough when it came in originally, first repair was under customer request. Vehicle has 130,000 miles with multiple issues. Consumer Response /* (3000, 7, 2022/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) You didn't do a complete test with the money spent I was overcharged for the fuel injector and no compression test was done and could have been done without breaking down the engine my engine however you guys took my money and with a diagnosis that didn't explain anything and the customer service absolutely ****** We can take it to the next step or we can settle this now.

• Initial Complaint

  09/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On *********** we dropped our van off for a misfire and check engine light on. Communication was not the best, our service advisor dodged our calls. On ********** I went up there in person and * told me our vehicle was ready but they were trying to get a part covered by the warranty company. I told her just give me my van and I would have another company fix it. She told me to let her get the paperwork straight. Then she called me back because I went outside in my daughters car and said the tech misinformed her and that the vehicle wasn't ready but would be ready in the morning. Later that afternoon, an advisor called back and said the van wouldn't be ready in the morning and they weren't sure when it would be ready. I went back up there on ***** to discuss the lies and lack of customer service and met with * the service manager and *the service director. They assured me that they were not satisfied with that type of service and that they were honest and wanted my vehicle to be working safely before I left their dealership. Service manager called me later that day for additional parts that it would be best to fix while the warranty company was paying the labor. I agreed to it. ******* Service Manager called and said the tech was doing a test drive and we confirmed the out of pocket cost. I picked the vehicle up later that evening. The check engine light came on before I left the parking lot. They said they needed to just update the system and they turned off the check engine light. They did and as I pulled around the corner, I noticed the vehicle still had the misfire. The check engine light came back on the next day. I have to take my vehicle to another company to fix the issue that the dealership did not fix, even though the bill was over $4,000...I want all of our money refunded. I am calling the warranty company to have them request their money back. I feel that we were lied to and cheated. I don't want them working on our vehicle. They're not trustworthy.

  Business response

  10/06/2022

  Business Response /* (1000, 5, 2022/09/12) */ Service Director at Five Star spoke with the Customer this morning (X-XX-XX). We reached out to her this morning to check on her and the vehicle. She informed us that the check engine light was on. We made arrangements to pick vehicle up on X-XX-XX to inspect vehicle. Consumer Response /* (3000, 11, 2022/09/15) */ I would like to have the vehicle picked up and the issue checked again. I don't want it to take 3 weeks for it to be examined. This is a *********r van and my husband needs his transportation. Business Response /* (4000, 13, 2022/09/16) */ Five star will be in contact with Customer to arrange pick up on Monday ******* Consumer Response /* (3000, 17, 2022/09/21) */ I emailed Five Star on Friday to advise them that they could pick up the vehicle on Monday. We are waiting for them to pick up the vehicle. Business Response /* (4000, 19, 2022/09/21) */ We have your vehicle and we have ordered the parts. We will bring your vehicle back to you and then pick it back up when the part arrives.

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my truck in December of ***** I wanted extended warranty. As I have gotten this service on all vehicles that I have purchased in the past. Recently I've had to file a claim with my extended warranty for First Mile. My extended warranty was 84 months 100,000 miles whatever come first. Come to find out that my warranty started in **** before two years of purchasing the truck. Also, the paperwork that was sent to me was not signed by me so at this point it looks like forgery has taken place. I haven't spoke to two managers at the dealership the GM in the financial manager. Both stated that paperwork was filed wrong and that the information was sent to corporate to be handled this has been five days now. My patience has run to its course. I have asked somebody from corporate to call me to get this expedited no one has yet to call me I need this taken care of ASAP. I paid over $4300 for extended warranty that was so to me wrong and filed wrong. I would like somebody from corporate call me back as soon as possible to get this taken care of.

  Business response

  07/26/2022

  Business Response /* (1000, 5, 2022/06/28) */ Good afternoon - we are in the process of trying to upgrade your service contract with *********** Warranty Services right now.

• Initial Complaint

  06/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I initially took my truck to ********* because of a check engine light that indicated that my oil Houser assembly was going bad. I did not feel comfortable with them performing the job so I decided to take it to a dealership for repairs. Five Star Dodge did a diagnostic test on my truck and told me a lot of what was wrong with my truck like a tune-up, oil filter change, spark plugs, and oil change. I asked them to do while it was there and they did. I had to wait until my part came back for my oil Houser assembly. At that time, no indication that the oil pump was a problem. They told that once they fixed the initial issues that was indicated on my truck it will be running great. I was told to drive my truck while I wait on the part that was on back order. I asked them if that was wise and they told me yes. I had to take my truck back to them three times within two weeks. I have missed work, been late to work, no way to pick up my children, and etc. This whole process has been horrible and I think that they are taking advantage of me because I am a woman...

  Business response

  08/15/2022

  Business Response /* (1000, 5, 2022/06/25) */ We spoke with Customer. She is having her vehicle towed to Five Star. We will all as a group, Customer and Five Star, work together to take care of Customer.

• Initial Complaint

  05/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  While traveling from **** to ******* the consumer stopped at the business have repairs done after experiences engine problems with their vehicle. After leaving the vehicle with the business for over 6 hours some repairs were done costing $1455.00. After continuing on the trip to their destination in ******** the vehicles check engine light came on again. The consumer had to have more engine repairs to the vehicle costing $1573.88. The consumer would like to be reimbursed for what he spent because he has conclusion to the conclusion that the repairs were misdiagnosed by the business and that they also caused further damage while making the repairs.

  Business response

  06/01/2022

  Business Response /* (1000, 5, 2022/06/01) */ Customer brought vehicle in while traveling through ****** Five Star diagnosed vehicle needing to start with one fuel injector, tune up, and a fuel injector cleaning service. Customer approved the repairs and understood that vehicle may have more concerns. Technician performed the recommended repairs and test drove vehicle. Vehicle performed to factory spec at time of test drive. Released vehicle to Customer. After continuing on his trip to ******** and returning home to ***** Customer called Five Star and left a message wanting his money back. When I, Service Director of Five Star, spoke with Customer, he requested for a full refund. After reviewing the situation, Five Star has denied the refund. The services that were recommended for the vehicle were needed. Consumer Response /* (3000, 7, 2022/06/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was not told that maybe other issues. They have ignored that the technician destroyed the intake manifold and did not do a complete diagnosis. They owe me for at least the cost of the intake and installation of said intake. This is at the minimum. Business Response /* (4000, 9, 2022/06/08) */ After review with Technician and Advisor, no damage was done to Customer's vehicle by our facility. Consumer Response /* (3000, 11, 2022/06/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not received personally any information from 5 star other than the initial call. In this email I don't see any response from 5 star. So where do we stand with this complaint? Business Response /* (4000, 15, 2022/06/20) */ Good afternoon - We repaired the vehicle in Macon. The van was repaired, driven to ******* and then back up to ***** We have emailed MR. ******* asking for proof of codes and diagnostic information from you that the repair shop in **** provided. We have received no response. At your convenicne will you please email photos and codes of the issues from your repair facility in ***** Consumer Response /* (3000, 17, 2022/06/23) */ Attached please find 4 pages of codes taken from the ******** ************** *** that is the subject of this dispute. These codes were taken on *** ** 2022. The ************** *** was in the ********* ****** Service Shop, ********** *** because there were trouble codes and poor engine performance after the repair at the Five Star Chrysler/Dodge Dealership in ****** GA. On Friday, **** *** you had requested that these codes be sent to you. The attached should be enough information for you to resolve this dispute in our favor and refund completely what we had paid Five Star. In the unlikely event that you need to talk to someone, contact ******** at ********* ******* XXX-XXX-XXXX. ******** is more that capable of answering ANY question you might have. ***** ******* XXX-XXX-XXXX Consumer Response /* (450, 20, 2022/06/23) */ The business has responded that they will totally refund our payment to them. I accept that resolution and will sign the nondisclosure agreement and forward to them. Thank you for your efforts in this regard and will forever grateful for your involvement. This may not be a lot of money to them but is for someone on a fixed income. Consumer Response /* (3000, 26, 2022/07/05) */ I have not received any check for the money they were to refund. I sign their nda several weeks ago. They promised to cut a check as soon as they received the agreement. Please advise. Business Response /* (4000, 28, 2022/07/06) */ We emailed a copy of a check to Mr. ******* and tracking number. Consumer Response /* (2000, 30, 2022/07/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) i have received and deposited the reimbursement check from 5 star and am satisfied. For me the case is closed, assuming the check will not be nsf.

• Initial Complaint

  04/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December ******* the car dealership Five Star service my vehicle. I was dealing with Anthony and he advise me that I needed a transmission, he gave me 2 options which was a rebuilt transmission with a 1yr warranty or a new transmission with a 3yr warranty. I chose the rebuilt one. I received paid them for the service and received my vehicle December ******** On April ******* my vehicle started to run like it did when I first take it to them so I gave them a call just to be advise Anthony no longer works there. I told them my problem and that I had a warranty, they advise me to bring it in and see Jane. On April ******* Jane advise me that I would need another transmission and that my warranty was no longer good because it was only 3mos. I told her that was not the case and that it should of been a year. I also advise her that you guys just rebuilt this transmission just 4mos ago and I'm already having problems, the same problem I had from the start to be exact. It was hard for me to come up with the 5,000 in December to get it fixed and now 4mos later you're telling me I have to come up with 7,000 for another transmission. I don't know any transmission place that would even give a 3 month warranty on any transmission that doesn't even sound right. I'm having the same issue with my car that I had when I brought it in so did they even rebuild the transmission? I'm confused and lost, all I want is my car fixed and to acknowledge my warranty like they are suppose to or just give me all my money back and I'll take it somewhere else please.

  Business response

  04/26/2022

  Business Response /* (1000, 5, 2022/04/26) */ Good afternoon - Kasey is our Service Manager and he is reaching out to see how we can assist in fixing the transmission issue asap. Consumer Response /* (2000, 7, 2022/04/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) Consumer Response /* (3000, 14, 2022/08/26) */ I have been dealing with Five Star for sometime now. The first time I brought my vehicle and was told I needed a transmission. After paying over 3,000 for the transmission and being told I had a 1 yr warranty I was disappointed to bring the vehicle back with the same problem and being told that I didn't have a 1yr warranty. I filed a complaint with BBB and the service manager offered to fix the vehicle with a rebuilt transmission and a 1yr warranty guarantee this time with a out of pocket cause of $1,620. On August **,2022 I paid the balance and picked up the vehicle. After having the vehicle for about 2hrs I'm still having the same problem I had when I first brought them my car back in 2021. This is so frustrating because this is first my only form of transportation and second my out of pocket cost now is almost 5,000. I have never experienced anything like this in my life and at this point I feel as if this company is getting over and just taking money. I need something done about this problem ASAP Business Response /* (4000, 16, 2022/08/27) */ Customer came in originally December of last year having transmission problems. Customer agreed at that time to have a used transmission put in the vehicle that came with a 90 day warranty. After having that repair completed along with multiple maintenance items customer returned March of this year. Customer was having problems with the vehicle again. We diagnosed and found used transmission that was installed in December of 2021 had internal failure. We then contacted the company where we bought the transmission from to verify if any warranty was left on it. The warranty had expired so the service manager then contacted the customer. The customer was informed that the warranty had expired and was given the option to buy a new transmission from Dodge which comes with a 3 year 100,000 mile warranty or another used transmission. The customer did not want to use the new transmission and chose to go with the used transmission again. We always advise our customers to use factory parts because of the warranty that comes with those parts. We agreed to take care of the labor even though it was a used part to help assist and the customer would only pay for the transmission. Vehicle sat here for multiple months before the customer picked up and paid for the transmission. Vehicle is currently here getting diagnosed and may have internal transmission problems again. Five Star is not responsible for used parts that customer chose to use, but we still took care of labor on last repair. Consumer Response /* (3000, 18, 2022/08/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have dealt with different associate on each occasions and everyone of them have said something different each time. Back in December I dealt with Anthony who is no longer with the company and was never told about a 90 day warranty. Does it matter how long the vehicle sat after being so called fixed? If the vehicle was fixed no matter how long it took to pick up I shouldn't have had any problems especially within 2hrs of having the vehicle back on the road. Moral of the story is after spending so much money my vehicle should be on the road and running, I've been Inconvenienced long enough especially with trying to get back and fourth to work and other errands with transportation. I just want my vehicle REALLY fixed and on top of that my money back for all the Inconvenience Business Response /* (4000, 20, 2022/09/07) */ The Customer has been informed of what the next part needed to try to fix their vehicle. Five Star is just waiting on response.

• Initial Complaint

  04/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a vehicle from them and within 3 months I had to have transmission work done and yesterday one of my wheels came off while I was driving.

  Business response

  07/27/2022

  Business Response /* (1000, 5, 2022/04/14) */ There is not enough information on this complaint. Please provide. Consumer Response /* (3000, 7, 2022/04/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) What more information is needed, the car has been an issue since I received it. The transmission was an issue and now the tire falling off while I was driving is an issue. And now I'm without a working car and that's my income. Business Response /* (4000, 9, 2022/04/26) */ Good afternoon - the last time your vehicle was here was in January for us to repair the transmission. The last time we rotated or had the tires/wheels removed from your vehicle was September. The wheel/tire falling off now would be unrelated to any work we have preformed on your vehicle. We would be happy to see how we can assist in fixing your wheel

• Initial Complaint

  02/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped my car a keep ***** ******** 2021 to five star in macon on the **** of February. I called them multiple times with no response. I then got a response on Friday that **** saying that nobody had looked at the car..... alls it needed one was one tire. I then called Monday about three times couldn't get through. I HAD TO DRIVE UP THERE..i walked into service everyone was eating and on their phones. The lady informed me that they ordered the tire but i had to pay for shipping. FIRST OF ALL i did not agree to pay for shipping, nobody reached out to me or anything like that. I will never do business with this company again. I've bought six cars one over 100k dollars from five star.... How dare you treat your customers so poorly. As of today the 25th i still have no car.

  Business response

  07/26/2022

  Business Response /* (1000, 5, 2022/02/28) */ Vehicle is repaired. Have sent an Email to Customer. Phone is disconnected. Consumer Response /* (3000, 11, 2022/04/04) */ Five star chrystler dodge is a disappointment to say the very least. They have had my ************* for two weeks. Alls it needs is break pads and an oil change. Nobody in there gets anything done. They're all 60-100 pounds overweight take 2-3 hour lunch breaks which is why nothing gets done. A gentleman came in while I was there stating they were playing games with his car as well. sad to say the very least. i can't believe they're running an actual business. I won't be doing business with them again!! Beware Repair; I need a discount as well Business Response /* (4000, 13, 2022/04/04) */ Thank you for your concerns. We try to make the repairs as fast as we can. Somedays we have several customers come in around the same time which can make it harder for us to complete the work as fast as we like. We do not play games with any vehicles. Thank you.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩