Complaints

• Initial Complaint

  01/09/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In September or October of 2024, I received a notice that there was a recall on the exhaust system if my 2017 Ram truck that I had purchased, with an extended (bumper to bumper) warranty form Peterson dodge, chrysler, jeep, ram. I contacted their service department to see if this recall would be associated with frequent exhaust regenerations in my truck. I was told by an employee of Peterson that it would not help with that and all it would do is increase my fuel and def consumption. So I opted to continue to use fuel additives to help reduce the frequent regeneration my truck was going ********** October after receiving several other recall notifications I again called Peterson and asked about the recall and the regenerations, the tech stated that they may be connected, and it may cover the cost of repairs or if not, my warranty should. I scheduled and appointment to have my truck looked at and possibly preform the recall update. On 11/11/2024 I took my truck to Petersons with a warning on my dash about the exhaust filter (part of the recalled system). I received a call that the repair cost would be $5,570.14. None of the cost was covered by my warranty. I reached out to *** customer care as suggested by someone at ***. after initially stating the I should be able to get a refund for the cost of repairs, my request was denied. I was told that had I completed the recall even one day sooner the whole cost of the repairs would have been covered.I feel I should be reimbursed the amount of repairs for two primary reasons.1) There was active recall on a system of my truck and the repaired issue was part of that system, a part that failed about 70,000-100,000 miles before it should have.2) Had I been advised correctly the first time I would have had the repairs covered under the additional recall warranty.I should not of have had to pay for this repair.

  Business response

  01/14/2025

  We appreciate the complaint & opportunity to reply.Recall 67A  is a recall that when preformed provides extended warranty to certain exhaust & aftertreatment components through RAM.  The *** catalyst assembly & the *** sensors are only listed components that are covered under this extend RAM warranty for all 2013 ***** RAM trucks with the recall 67A. The *** filter is not a covered component under the extension or ********* service repair contract. The Term (Bumper to Bumper)is not language that is used or referred to in the contract.  The service contract provides very comprehensive coverage for many mechanical components, unfortunately the *** filter is excluded. We as a dealer & advocate for the customer submitted a goodwill request to Ram for assistance & was declined. RAM customer care has misinformed the customer regarding the coverage provided under the recall regardless of when it was performed.  Unfortunately  this happens very frequently & we apologize for the misunderstanding. The information given on delay or not doing the recall comes from what our customer have report back to us disatisfied after Recall 67A has been preformed. We try to give this information to customers for considuration prior to preforming the recall because once we do the software update there is no reversing it. Customer have the right to decline any recall while they maintane ownership of the vehicle. We hope this helps to clear up any miss understanding or communication. 
  

  Customer response

  01/14/2025

   
  Complaint: 22790288
  
  I am rejecting this response because:
  I understand that the filter was not covered under the original warranty.  However when I was advised to not get the service it was not presented as this is the options.   And the ram customer care directly (incorrect or not) the it would have been covered if the service had been completed.   The response from the company is an attempt to divert responsibility.   I still contend that I should not be responsible for the charges.  I feel like Peterson and ram customer care should be responsible and work together to resolve my complaint.   

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

• Initial Complaint

  12/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2023 Jeep Wrangler 4xe from this dealership in 2022. This Jeep was advertised and intended to be driven as a plug in hybrid, which was the reason for my purchase. I work from home and the electric driving mode was the SOLE purpose that I purchased this specific Jeep. In 2024, **** issued a recall on this vehicle for a FIRE RISK. I was told to no longer charge the Jeep, park in my garage, near other structures, or near other vehicles, rendering the reason for my purchase useless. Not only could the vehicle catch fire, but the batteries are directly under the back seats where my 11 and 13 year old children sit. There is NO timeline on a fix. I have reached out to the dealership directly, with NO response. Their GM **** ***** is non-communicative. Jeep and Stellantis also have done nothing. I have 10 months left on my lease and expect someone at **** to get me out of this dangerous vehicle early.

  Business response

  12/09/2024

  Peterson CDJR is aware of *** ******* complaint through his comunication with dealership personal & recent 1 star review. It is unforunant when Recalls are released as required by Law. Peterson as a dealer does not have any control  over this release or the authority or ability to dictate or do any repairs without the manufactures autherization. Peterson's certainly undertsands & empathizes with Mr ******* concern & situation. Recalls are beyond our control & extremly frustrating for us when we have no repair proceedure to prefrom at the time the recall is issued & unable to help our customer. Fortunatly in this case as of today 12/9/2024 ********** has released the approved Recall proceedure for the Jeep Wrangler only.  WE will be reaching out to the customer to perform the repair proceedure as soon as schduling for both parties permit's we will be making this a priority for *** *****. 

  Thank you,

  **** ***** GM Peterson CDJR

  Customer response

  12/09/2024

   
  Complaint: 22652415
  
  I am rejecting this response because: I signed a contract for the vehicle to be working as advertised/intended. I signed said contract WITH Peterson Stampede. The lack of communication and effort to help is unacceptable. When I called the dealership and let them know I was not allowed to park my Jeep outdoors (required by the recall) I was not offered a loaner, I was told that I could not park my Jeep at the dealership. I was told to handle it with Jeep directly. 
  

  I expect the dealership, that I signed a contract with, to provide options at early lease termination. This is the only resolution that is acceptable. I paid my monthly payments even though the vehicle was not working as advertised. 
  
  Sincerely,
  
  ****** *****

  Business response

  12/10/2024

  Peterson CDJR is not the manufacturer of the vehicle you Leased. Peterson CDJR will provide Recall 95B repairs under manufacturer warranty unless you are declining that the recall repairs be completed as instructed in Recall 95B recently updated with the repair proceedure we have been waiting for.  Any further grievance with regards to your lease I would defer to Idaho Lemon law where it clearly states any reimbursemnt or repurchase for warranty defects or workmanship that fall under Idaho lemon law are between the owner/leasee of the vehicle & the manfacturer. I have instructed my service department to reach out and set up an appointment for the recall 95B  to be preformed as soon as possible. I undertsand you have procured a rental  from the Manufacturer, we can pick up & deliver your vehcile to help expedite the repair if this will help. 

  Thank you,

  Mert Logue 

  General manager  peterson CDJR

   

  Customer response

  12/10/2024

   
  Complaint: 22652415
  
  I am rejecting this response because:

  As has happened through this entire process, I let your service center know that there was an update and a fix. I have spoken to them more than once now, and heard You know more than we do each times.

  Mert, you didnt do anything other than try to reach me AFTER the fix was released, a week after my initial contact. Convenient timing. I procured a rental through ****, which I have yet to be reimbursed for, because your dealership refused a loaner. I do not expect a response back. My attorney will handle.

  Peterson should be ashamed and embarrassed. 

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

• Initial Complaint

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1/25/2021: Brought newly purchased vehicle in to have filters/fluids changed. Paid for:Oil/Filter/Change: $137.43 Fuel Filter: $109.36 AIR FILTER: $39.87 ***************** for repair order: $9.66 Taxes: $11.72 Total Paid: $308.04 1/?/2023: Discovered Air Filter was never changer (or even checked), Called to let them know. Someone was supposed to call me back... No call ever came.3/23/2023: I stopped into the establishment to bring it up as, I was being avoided, for something I PAID FOR. After 40min. I am told that it has been too long. Which leaves me confused... When I don't drive *****k miles **** interval on changing an air filter). What date or time was one supposed to randomly check an air filter that they paid professionals? to install when it wasn't even in a miles/range to do-so? I own 2 other trucks... Just a low educated excuse to get out of trouble? Lets keep it simple, I paid for it, give me what I PAID FOR, not excuses or thievery please. This dealership has shown me enough of what there capable of. Getting/Stealing, money, and time. Hence the low rating.

  Business response

  03/29/2023

  Dear *******,

   

  Our Service Director *********************** will be reaching out to discuss this concern. His direct line is *************.

• Initial Complaint

  12/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 15 is when I went in to the hospital for covid and had 3 week paid vacation but no pay no last paycheck and no notice of being fired and then told I couldn't get unemployment and The manager Mart said he would let me know the day and date when he fired me he never did and or give me any paper work or paychecks.

  Business response

  12/20/2022

  Without us being able to verify who the author of this complaint is and who is truly inquiring regarding a previous employee records or employment information, we are unable to respond to this complaint. 

   

  With the BBB being a public forum for consumer complaints and issues and not employee and work related business, we suggest you contact our HR Representative ********************* at **************************************

• Initial Complaint

  07/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I traded my vehicle on 05/13/2022. On 6/21 the check engine light came on, I called the service department and was told that because the light isnt blinking its not an emergency. An appointment would be scheduled for July 14th. On 6/22 the engine sounded weird so I took my vehicle to Oreilly where the code was diagnosed as P0300, multiple cylinder misfire, immediate repair needed, emergency. I brought my vehicle in on 6/23. I was not offered a loaner car and was told they could give me an update of what the issue was. Several days later I was told a technician looked and it and found nothing. The service provider informed me he was not confident in that technicians skills therefore he would ask another tech to look at it. On Monday the 27th I had not heard anything, still no vehicle either. I called and left a voicemail, no answer. It is now July 2nd, I was not given a single update since the last time I was contacted since June 27th when I told it would be another day, maybe two.. still no update . I went into the service department today July 2nd and asked the supervisor what is going on with my car. He said the last note in there was sending a new technician the ticket for my vehicle to be looked at. I am now having to wait another weekend plus Monday (4th of July) without a car and no answers. I am beyond frustrated due to the lack of communication and kindness. I have been patient and understanding and am being treated poorly. I have reached out to the ** who will hopefully be able to understand that his service department is lacking in hospitality. This is ridiculous, Ive had to cancel Dr ************* running errands, work, all sorts of things due to this. Its beyond unfair. Im considering taking my vehicle to another experienced mechanic and sending the **** to Peterson. This vehicle has a 90 day warranty and I have been a loyal customer but I will take my money elsewhere because this is mind blowing to be treated like this.

  Business response

  07/07/2022

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

   

  We sincerely apologize that the lack of communication has resulted in you having to lodge a complaint with the BBB to get any action on our part. We have addressed the situation with the service advisor and extenuating staff and corrective action has been taken. Our General Manager has been in touch with you and our Customer Relations Manager or General Manager will be in touch with a formal apology and resolution.

   

  This is not the typical way we do business or treat our customers and again, we offer you a formal apology. If you need any additional action, call ********************************* our Customer Relations Manager directly at *************.

*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. ↩