ComplaintsforDennis Dillon Dodge Chrysler Jeep

• Initial Complaint

  08/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I took my car in for an oil change on April 22, 2024. The front desk employee, **********, told me the cost for this service. I told her I bought a maintenance plan that included free oil change for 2 years. She checked my account and said she didn't see it on there. Well I needed to do the oil change so I said OK. Well about a month later, I went back to the service department and showed them my paperwork which had the information for the maintenance care plan I paid for when I bought the car in September of 2023. I was told they will issue a refund in the form of a check in about 2 weeks. 2 weeks later - no refund. I call them back and they said they will contact their ************ since they are the main office and have to be the one to do this. 2 more weeks - no refund. I go back to the service department mid-June. I speak with ***, he made copies of my receipts and paperwork, will escalate it - expect a call when it's done. 2 more weeks - no refund. I call and speak with ********** - she said it should have been done - I tell her no, she will call me when it's done. No calls 1 week later, so I call back, they will escalate it and expect the refund via the credit card I used to pay in April. Waited 2 weeks - No refund. I have lost track of who I spoke with and how many times I have contacted them. I even called the Boise location and the girl I spoke with assured me she will have the manager call me same day. No call, still no refund. They owe me money and it is now August 8th, and I still haven't received my refund. I called my bank today and they have no pending refunds for my credit card. I work for a bank so I know it always takes about a week or so for a refund. This is why I have been giving it about 2 weeks each time they promise a refund. At this point, 3 months after my initial request for a refund, they are holding on to money that isn't theirs. They are liars and I can say they misrepresented their products/ services.

  Business response

  08/20/2024

  Prior to learning of the customer's ******************** complaint, the dealership resolved this issue with the customer. It thanks the customer for her patience and cooperation in resolving it. 

• Initial Complaint

  09/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a new RAM **** BIG HORN CREW CAP 4X4 0n 06/14/2020 for $68,329,92 on July 27, 2023 the engine start making a wear noise and I dicided to call the dealer to make an appointment to inspect my truck and **** services from desk told me to bring in on 07/02/2023 to see what was wrong and see if still under warranty. I left truck for a week and the engineers decided to open the engine because the wear noise was there and they found pieces of metal. **** the service ***** front desk call me to inform me how the process will be, because the issue is Manufacture warranty and my truck still under Warranty. As a General contractor the truck was the only truck that I been use for work to pull my tools trailer the time is been pass over more than 2 moths with out my truck and Dennis Dillon Dodge Chrysler Jeep haven't fix or replace the engine or contact me about when my truck will be ready. I been try to reach **** or **** as a Service Manager and no one answer the phone. I left them message and they didn't call me back until today 09/03/2023 I talk to sales Manager if they can exchange my truck for a new one he reply no because they want to make sure that is going to run but if runs or not my truck is under manufacture Warranty I ask BBB if can help me solve the issue Thank you.

  Business response

  09/13/2023

  The work on this vehicle was completed on 09.12.2023. The dealership will contact the customer today, **********.

  Customer response

  09/13/2023

   
  Complaint: 20595440
  
  I am rejecting this response because: I went to the dealer on Sunday 10, 2023 my truck wasnt inside of the shop even at the parking lot what it means to me my truck was somewhere alse, I wander were was my truck ?
  
  Sincerely,
  
  *********************

  Customer response

  09/22/2023

  I bought a new RAM **** BIG HORN CREW CAP 4X4 on 06/14/2020 for $68,329.92on July 02,2023 the engine stared making a wear metal noise I called the Dealer to make a appointment on ******************* ****************** make me to bring the truck to the shop. After the engineer inspect my truck, he decided to go more deeper because the noise was coming inside of the Motor, when they open the Motor, they found pieces of metal. **** from desk service department call me and inform Me that they was going to send the picture to Chrysler if they could approve a new motor and it Tooks 2 Moths without my truck, the dealer gave me a rental car for one month but on 8/11/2023 I called the dealer and I spoke with **** that I don't want the jeep anymore because I want my truck back she told me that my truck was not ready and unfortunately on 8/12/2023 I had an accident I crashed and my insurance covered all damages but the dealer did not want to provide me with another car for the last month and one week. I call my insurance if they can rent me a car, they told me no because your truck is under warranty and the dealer have to give you a second car because we paid the total loss, but the dealer denied.  I spoke with sales Manager see if they can exchange my truck for a new one he reply no because your truck needs to be run in a good condition, I told the sales Manager if works well or no my truck still under warranty, He denied that couldn't change my truck for a new one, I asked him why if I bought it new from you guys as a dealer, He continued denying and I told him ok thank you.  as a General Contractor my truck is the one that I use to pull my trailers with tools to different location jobs and was only vehicle to transport myself. The last month I was calling them about how the process in my truck was, but they did not answer the phone for the last 3 weeks, I left them messages and they didn't call me back until I file a complaint to BBB **** services front desk call me on 09/13/2023 to inform me that my truck was ready. 

  Resolution 

  1. My truck was the only vehicle to transport me to work and pull my tools trailer.

  2. The dealer did not Change the Motor they just replace some part in the Motor and my truck will not be same. 

  3.. As a General Contractor I lost money and time without my truck for 2 months and i want to be paid for my lost time. 

  5.I want my truck to be exchanged for a new one for same price that I paid, because it will no longer be the same.

   

  Business response

  09/29/2023

  The dealership has contacted the customer and informed him the truck is repaired and ready for pickup. The customer is incorrect that the truck's engine was not replaced. The dealership replaced the short block and performed head and valve train work, among other things. The dealership understands the customer's desire for a replacement vehicle. His request, however, is a warranty issue that he must address with the manufacturer. New vehicle manufacturers do not give dealerships the authority to interpret the manufacturers' warranties. The manufacturers also do not give dealerships the authority to determine whether a warranty applies to a particular repair or how to repair a warrantied issue. Put differently, the manufacturer tells the dealer whether the warranty covers a problem and, if so, what the dealer can do to fix it. The customer can find information on how to contact the manufacturer with his concerns about the vehicle on pages 23 through 26 of his 2020 RAM Warranty Information manual or calling ************.

  Customer response

  09/30/2023

   
  Complaint: 20595440
  
  I am rejecting this response because: ******************* call me and inform me that they were waiting on Chrysler to approve the motor for my Ram ****, because the engineer found pieces of metal inside of the motor, I told to ***********. After one month finally **** call me again to inform me that Chrysler Approve the motor because the truck still under warranty, I'm said OK. **** and Business are contradicting, because **** told me the Chrysler approve ************* and the Business said the short block and the valve train were replacing. To replace this mechanical issue were to much time 2 months, 1 month without my truck to replace or fix this mechanical issue were to much time. I ask **** to share pictures of the pieces of metal from the motor, but they never did because they just fix some parts.
  
  Sincerely,
  
  *********************

  Customer response

  10/12/2023

  To BBB I want to add more information about my complaint. ******************* the lady from desk call me after one month that Chrysler had approved the new engine and they just have to order it for my Dodge Ram **** Diesel and the next day ******************* Called me again to inform me that the new Engine had already arrive, but it would take one week half to install I reply ok. After I file a complaint with BBB ******************* Call me again to inform that truck was ready, I reply ok, but I ask if they change the motor, she told me no we just change some parts, she ask me again when you are going to pick your truck I reply after Finish my Complaint with BBB she said ok. After one week and half *************** called me and ask when I'm going to pick my truck I reply I not going to pick until you guys change the motor or exchange for a new truck he told we did not change the motor we just replaced the short block and performed head and valve train work, I reply so why you guys make me to wait for 2 months when you guys did not change the motor he didn't respond my question he told me again your truck is ready. someone from Dennis Dillon called me on October 5, 2023 at 11:38 AM with ********** are code ************ and telling me that if I don't pick up my truck they would take it to a junkyard because the dealer install a new motor and that I would pay for the time my truck be there I ask his name but he di not tell me his name because he was ****** off and hung up the phone. For me it is a fraud because Chrysler approve the engine and the engine arrive at the dealer and in the end they did not put it in my truck ******************* and ***** told me that they did not put the new engine in and the person who called me from are ************ told me that dealer install a new motor in my truck at the end *******************, ***** spends and the person from ********** contradicted each other. What the dealer did is just make my truck run with replaced some parts and keep the new Engine from my truck Warranty. I want the *************** my truck for a new one or install the new Engine and pay me for my lost time with out transportation to work as a General Contractor.

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

  Hochmah Construction

   

  Thank you 

   

   

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I own a **** Chrysler Pacifica **************** small seat in the 3rd row had the back of the seat folded down and would not retract manually or electronically. I took the van to Dennis Dillon in Caldwell on May1, 2023. They told me there would be a $189 diagnostic charge, which I agreed to pay. On May 4th I was contacted by the service tech to tell me they thought the wiring harness had been damaged when the seat was folded down, I don't agree that the back of the seat is near the wiring harness, They also thought the module that works both seats in the 3rd row was not working, again the second seat was working fine when they started their diagnosis. The charge was now up to approximately $1700 which included $340 for parts.. I had to pay the $340 before they would order the harness and module. Neither of these solved the problem . I finally picked up the car on May 31. At which time they told me a latch was broken and a new one would be aproximately $1700. **** admitted causing that problem.***** told me they would find the part and get to me soon, Again, I insisted on a new part. Today is June 19 and I have never heard from them, even after leaving several messages. Some additional complaints:It was always very difficult to receive a call after leaving messages with the Service tech and or the service manager. I talked to the regional service manager on May 26, he said that there was definitely a problem and he would get right back to me. I have never heard from him. They had the van the entire month of May. It has a ramp which is the only way I can transport my wife who is in a power chair. A considerable hardship.I just don't understand how a company can spend a month on a small repair and still has not solved it.. A major concern is their lack of caring and being non responsive to my calls I want the repair done immediately at their cost other than the diagnostic charge. This seems only fair after waiting 1.5 months

  Business response

  06/23/2023

  The dealership's service manager has reached out to the customer to discuss his concerns. The dealership looks forward to the opportunity to resolve this matter. 

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went in to have exhaust tube to gas tank cleaned out, was replaced. Which is good. But upon returning home, my husband found the the air filter with the lid loose and bolt laying off.

  Business response

  06/16/2023

  The dealership appreciates this customer's feedback. It will use it an as opportunity to remind its technicians to double check their work.

• Initial Complaint

  04/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  4/10 one of the sales staff at the dealership contacted me on two Jeeps for sale, asking if I would be interested. Links were sent for both that have a sales prices. I agreed to come in which I did. I was informed that there was a recall on them but the goal was to see if the vehicle worked/ deal could be made. I received a call from one of the sales staff that gave me an approximate cost of $40k, deal done but pending the actual paperwork. Based on this amount on 4/15 I went to the location to put down a deposit to secure the vehicle. Of the two sent via text, the one I picked was taken off the internet. The signed form I was shown differed than what was discussed on the phone. I brought this to the attention of the sales person working me. They stated theyre sure that the price I was told will likely be the final price, but this form was to account for the deposit. In good faith I signed and paid. For the rest of the week I asked for an update. I didnt receive one. My bank had told me that I could have the deal presented to get that aspect done. The dealership didnt provide me that. On 4/21 I reached out via text requesting follow up, telling the contact person I was being brushed off. A ****** was to have called me to discuss my concerns. They didnt. On 4/22 I texted again. He eventually called. The amount he provided on the phone was far greater than I was led to believe the sale price was for. I requested my deposit be returned. By phone and text he said he would have confirmation by end of day over to me. That didnt happen either. I texted on the 22nd and 23rd. No reply. I expect the dealership to expedite the deposit return. Not take days due to poor communication and service.

  Business response

  05/04/2023

  The dealership's records show it refunded the deposit to the charged card on 04.23.2023. Once it posts a refund, the dealership does not have any influence on how long it takes to post to the customer's card account. The dealership's GSM will contact this customer to address any other concerns.

• Initial Complaint

  02/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my truck into Dennis Dillon because my grid heater light and check engine light kept coming on and off. I took it in November 2021 and they replaced some sensors. When I got my truck back, the grid heater and check engine light continued to come on. It went back in January 2022 because the lights were still coming on and off and causing my truck to run rough. They released my truck back to me after a day and said nothing was wrong with it. After it was released to me, the lights came back on and the following day a valve stuck and smacked the top of my piston, ending in catastrophic engine failure. My motor does not work anymore and needs to be replaced now because they failed to look into what was causing the grid heater light to come on and failed to plug my truck into their software (NOT CODE READER, the software that monitors and graphs if there are any misses in any of the cylinders). We had requested on multiple occasions that they plug it into the actual software and not just a code reader because the code reader would not pull up any codes, but software would provide a graph of function of the cylinders and injectors. Come to fine out from another shop that took my truck when the motor broke, the valve hit the top of the piston because it had been hanging up for awhile, which causes the grid heater light to come on. We also requested on multiple occasions that the truck be driven for 15-25 minutes to give the truck a chance to kick on those lights since they are not on when the truck first is started, and they documented that they had test drive it but they in fact had not. The mileage in and out on the paper work is the same number. It only changed after my father in law test drove my truck for 7 miles for me before paying them, to ensure that the issue was resolved, which it was not because the check engine light came on during the test. Dennis Dillon refuses to accept any responsibility for causing my trucks engine to fail and they owe me a motor.

  Business response

  02/17/2022

  Dennis Dillon appreciates the opportunity to respond to this customer's complaint. The customer's engine issues are the result of many things, none of which can be attributed to the dealership. This vehicle was modified, not properly maintained, and damaged from repairs performed by someone other than the dealership. When the customer brought in the vehicle in November 2021, the technician inspected it and found multiple bare wires on the wastegate solenoid and pyrometer. The technician replaced the wastegate solenoid and cleared the codes. During the test drive, codes for the camshaft & crankshaft sensors were thrown. The technician found more bare wires, repaired the wires, and installed a new a/c connector. He cleared the codes and test drove it again. The camshaft position code returned. When replacing the camshaft sensor, the technician discovered that another party had replaced sensor and damaged the threads by overtightening the bolt. No codes were thrown during the test drive after the technician replaced the camshaft sensor. When the customer returned in January 2021, the technician performed a full diagnostic scan. He did not use a basic code reader. Last, someone modified the engine by installing an aftermarket engine "tuner." The customer did not know who installed the tuner. The vehicle's advanced mileage, poor maintenance, modifications, and improper prior repairs caused the engine failure, not the Dealership's service.

  Customer response

  02/18/2022

  
  Complaint: ********
  
  I am rejecting this response because: I will start by saying that the engine issues are a direct result of intermittent misses on the number 5 cylinder that Dennis Dillon would have picked up if they had actually plugged it into an OBD2 reader that graphed what it was doing, instead of just a code reader. We also have audio recording of Toby the Service Manager saying that the code reader is the same as the OBD2 software and that they had only used a code reader on the vehicle because “they are the same thing”. They also cannot provide me with any proof or paperwork proving that they had plugged it into the software, as I had requested on multiple occasions. Also, my truck is completely stock, it does not have a tuner on it. What they are referring to is an old plug and play tuner that used to be installed on it from the previous and only owner of this truck before me, **** *****. So, it is not modified. They claim that my truck is not properly maintained due to bare wires and stock sensors from the factory, which has nothing to do with internal engine failure. They never looked at anything internal, just sensors and wires that are outside of the motor. The underlying problem as to why the grid heater and check engine light came on and off was causing intermittent misses that would have been easily seen on a graph if it were actually plugged into the OBD2 software, which they have no record of and cannot provide proof of the graphs. They also stated that another party had replaced a sensor and damaged the threads by overtightening the bolts, which you cannot see because the sensor that they said was overtightened sits back under the CP3, and you would not be able to tell that the bolts were overtightened due to location. Then they state that they test drove it again on their response to my report, but we have on audio recording (that we can and will provide) of Toby the Service Manager agreeing that the truck was probably not driven since the mileage in/out was the same, except for when my father-in-law drove it to check if there were issues after the work was done in November, which there were still issues, before he paid for the repairs. Then they stated in their response that when I came in in January, the technician performed a full diagnostic scan. He did not use OBD2 software, and they still cannot provide proof that they did. On the January invoice, it shows nothing about a full diagnostic scan or anything regarding being plugged into an OBD2 reader. They stated that someone modified the engine by installing an after-market engine tuner, which is not true because my truck is stock. They also stated that the customer (me) does not know who installed the tuner, and I can get picture and video evidence of the monitor on my dash not having power to it or being hooked up because I did not take it out of my truck when I bought the truck since there is no power running to it and it does not function. They state that poor maintenance, modifications, and improper prior repairs caused the engine failure which is a false statement because they replaced sensors, not any mechanical parts that would cause catastrophic engine failure. So, due to their negligence and horrible customer service, they released my truck back to me stating that nothing was wrong with it and that it ran fine. 24 hours later, the valve stuck shut, causing it to smack the top of the piston on the #5 cylinder, ending in catastrophic engine failure. We have evidence to back all of our claims and proof that Dennis Dillon has not only committed fraud on their paperwork by falsifying the work done, but also committed fraud on their response to the BBB as well. I’ve called Dennis Dillon multiple times per day for the last week with no call or response back after I was told each time that my name and number would be given to Toby so my calls could be returned. I finally got through to him today at 3:54 pm, February 17, 2022, and recorded the phone call in which I asked for paperwork regarding proof of my truck being plugged into OBD2 software, and his response was that he has no further paperwork for me and I proceeded to tell him that since they never plugged it in like they claimed, my engine failed. The call resulted in him hanging up on me after I told him that the call was being recorded and not to hang up on me. I have audio recording of this as well.  
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  01/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Bought a vehicle yesterday… drove it home… vehicle screens blacked out while driving It… contacted salesman to tell them the car is unsafe and i want to return it. He tells me to go in And talk to his boss at the sales desk and they will refund my money and give me my old vehicle… get there and no… even though i report vehicle unsafe they refuse to help me. They will not refund my extended warranty which nothing has been done to the car for the warranty. I don’t trust any fix if V the far is having problems with 40 miles on it. I offered to trade vehicle toward my old vehicle when refund of wrap warranty… told no can’t do that. Please help.

  Business response

  01/11/2022

  Dennis Dillon Dodge Chrysler Jeep contacted this customer and resolved this matter to her satisfaction. 

  Customer response

  01/13/2022

  Dealership this morning rectified the situation.  Marvin was amazing to work with.  Complaint resolved with 110% satisfaction :)  Thank you!

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