ComplaintsforDeery Brothers of Ames

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2012 Jeep wrangler sahara was giving me a P0016 code. Took it to Deery Brothers of Ames to have it serviced. Was in and out of their shop for 7 months. Code was never fixed yet because they gave me some "free repairs" on some small fixes over the 7 month course they refuse to give me a refund totaling ********. I have filed formal complaints to chrysler corporate and stellantis. Both told me that since the vehicle is not under warranty they wont do anything and that Deery of **** is an independent dealer and is not directly associated with them even though they carry both corporations names when openly selling vehicles. Deery claims that it was the shop that serviced it a year priors fault because they did the work wrong? A year ago? No law offices here will help me. Staff is rotated out frequently so you never talk to the same person twice. Managers told me that I did not give them enough chances even though they had the vehicle 5 times over 7 months. Most of that time in their possession. I had their loaner car for so long I had to take it to them to get an oil change. I am being forced to sell this jeep as I do not have time to deal with my local dealerships and I can no longer afford it because of this issue.

  Business response

  05/11/2023

  When the customer brought his 2012 Wrangler with ****** miles to **, he stated that the check engine light was on and he said the crankshaft/camshaft timing was misaligned. He also said there is a knocking noise on acceleration. The customer explained that the vehicle had been at two other repair shops, and they did not fix the issue.  For repair order ****** we completed the diagnostic scan of the Wrangler and found the stored code P0016 crankshaft/camshaft timing misalignment. During the inspection of the timing, it was noted that the timing marks of the camshafts were one tooth off from the crankshaft position.  We completed the resetting of the timing correlation between the crankshaft and camshafts.

  According to the Stellantis Technical Manual for DTC-Based Diagnostics, there are several possible causes for the P0016 code. The list includes incorrect engine oil viscosity or oil filter, engine oil aerated or contamination, insufficient oil pressure due to a mechanical failure in oiling system, camshaft oil control valve faulty or intermittently binding/sticking spool valve, camshaft tone wheel misaligned, camshaft phaser, timing chain/sprocket alignment, broken or faulty timing chain tension or guides, and powertrain control module. Since there is more than one possibility for the P0016, we followed the technical manual to try and find the root cause of the problem.  If one possible cause didnt fix it then our job is to look at another possibility off the Stellantis list.

  Next,when the Wrangler had ****** miles on it (repair order ******), the customer brought the vehicle in for a check engine light on and we scanned the vehicle,and it had the stored code P0016. Following the Stellantis DTC-Based Diagnostic possibility list we removed the exhaust cam phaser connector to inspect if the valves change when the connector is disconnected.  We found that the wire was showing through the protective sheathing.  We replaced the bad wire and the cam started to read correctly. We observed that there had been wire damage due to someone else cutting into the harness in several locations. The dealership paid for the parts and the customer paid for the labor.

  With ******* miles on the Wrangler (repair order ******), the customer brought the Wrangler in for a check engine light. The P0016 was a stored code, and the drive ability concern was no longer present.  We contacted STAR regarding the repeat concern.  We completed the wiring testing of the computer and there werent any faults with the computer system,and we tested the wiring.  During the testing we noted that the harness had been altered previously.  We performed the appropriate wiring repair to the actuator for the cam phaser.  The Wrangler was test driven through varying conditions and driving habits.  The dealership paid for the parts and labor.

  Three months later and ******* miles, the customer brought the Wrangler in for a check engine light stating the vehicle will shutter on braking and hard acceleration not all the time but frequently. During the inspection the P0016 fault code was present.  The timing system was verified to be in proper alignment and all electrical control camshaft/crankshaft correlation were inspected and verified to be in proper operating condition.  We performed inspection of oil pressure during various RPM ranges and noted that the oil pressure was found to be low during mid to higher RPM range of operation. During the low oil pressure state,the timing requested by the computer is unable to be achieved and maintained.  We completed the removal and replacement of the oil pump assembly.  We retested the oil system, and the lack of oil pressure was no longer present.  We test drove the Wrangler and it operated as designed and didnt have any faults or concerns.  The customer paid for the parts and labor for this repair.

  We followed the recommendations from Stellantis for possible solutions for the P0016 code and believe the customer is responsible for the work we completed.  The customer had another dealership(s) work on his vehicle prior to bringing it to Deery of **** and it isnt clear what work they performed and the impact it had on the performance of the Wrangler.

  
  

  Customer response

  05/12/2023

   
  Complaint: 20007807
  
  I am rejecting this response because:
  Original code on vehicle was never fixed. I understand the code of conduct that comes with the diagnosis process. However when you are wrong 4 times in a row something must give. I would understand if the code shifted sensors or even changed banks as progress. But it didnt it was the exact same code, bank, and sensor each time. Due to the extended periods of time not having the vehicle and frustrations with deery I was inclined to sell the involved vehicle after the fact. Statements about not knowing what work was done by prior Chrysler authorized dealerships incorrect. All prior dealership info was given to them including names and phone numbers. 
  Sincerely,
  
  *****************************

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On July 31, 2022 we went to Deery of **** looking for a truck. When arriving we were approached by salesman ****. Told him that we needed a four-wheel-drive extended cab truck, that we were snowmobilers and frequently travel to the UP in the winter time. **** showed us two vehicles neither of which we were comfortable with the mileage on. Then he shows us a 2019 **** F150 4 x 4 ***** edition. Took it for a drive and loved it. Carried on more conversation about snowmobiling and decided this was the truck. We had been preapproved by ************* so I gave the gal a call. Gave the information off of the paper in the window of the truck. The lady could not find the ***** addition with VIN number *****************, salesman **** said it was an XLT, and that the truck was a 2016 not 2019. The gal at the bank found the truck and ran the numbers said, Yep no problem we can finance that for you. Went into the dealerships finance department only to be told they got a rejection from the bank for the same truck we had just gotten approved for. We were confused, frustrated, and left the building. Upon getting to our car, salesman **** came out hollering, wait Im not going to lose a sale on $1800, come back in here we will get something figured out for you. We sat at the salesmans desk waiting for the finance gentleman to do the paperwork. He calls us into his office to sign papers. We know nothing different than we are purchasing a 2016 not 2019 **** F150 4 x 4 crew cab as that is what was stated on the window and on the paper of this truck. We went through the paperwork, it was short and sweet, signed and left in our new truck. Fast forward to a couple days later, since my husband is an avid snowmobiler he wanted a more aggressive tire on his truck to help get around in the snow better. He goes and gets four new tires and rims put on his new truck Only to find out it is not 4 x 4. Went to dealership talked to sales manager. Called the owner was told it was an honest mistake

• Initial Complaint

  01/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ** October of 2021, I bought a 2010 Chevrolet Malibu LT. ** less than one month, it broke down due to low amounts of lubrication. I was told that this car had good care by the previous owner. My car went to two shops and both times got denied by the warranty that came with the car. I have been thrown back and forth between the dealership, the loan company that funded my car, and the warranty company for over a month. I am only 22 and in college and I'm already upside down on a car loan with a debt of over $9000, I should not be in this situation.

  Business response

  01/26/2022

  Upon receiving notification from the customer that the Malibu was having mechanical issues, we investigated the severity of the situation and decided to take the Malibu back from the customer.  We found another vehicle that was affordable for the customer and he is now owns that vehicle.  Our main focus was to make sure the customer had a functioning vehicle, had a good experience through the exchange of vehicles and was happy with the results.  I believe both the customer and the dealership are happy with the results.  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. ↩