Complaints

This profile includes complaints for Ray Chrysler Dodge Jeep Ram's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ray Chrysler Dodge Jeep Ram

  23 N US-12 FOX LAKE, IL 60020

  
• 

  Ray Chrysler Dodge Jeep Ram

  23 N Us Highway 12 Fox Lake, IL 60020-1222

  

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:02/13/2025

  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 came to jeep in ******** to have a repair on my jeep diagnosed and repaired. I left my car in their care trusting their expertise in their own product. My jeep was over heating I was charged a fee for diagnostic, I paid the fee in order to diagnose and if I approved of the costs I would move forward with the repair. I was called back a few days later informed they found a diagnostic as to why my vehicle was over heating. I agreed to pay the price and confirmed with employee before service was performed that this would in fact fix over heating. She said yes it will. I agreed to pay around $1,200 for repair. A few days after agreement I was called to pick my vehicle. Two days later I drove to work and my car overheated again. I trusted this company to fix a vehicle in their realm of expertise and I was now stranded about 50 mins from my home near my job at 6pm with a toddler in the backseat in the middle of winter. I immediately called the dealership that my car was not fixed. I trusted their work and now Im in this situation. First **** I talked to refused to help me I asked to speak to someone else she got me to someone who sent me a tow truck. I was grateful for the help but also disappointed. I was called to pick up a vehicle to borrow. They at first refused to help and then insisted it was 5k-15k to maybe repair my vehicle again ! (At this point my car was in their care again for a week) I told them I would have never fixed the initial part if it werent needed. And I thought they had already diagnosed? I told them I wanted a dioagnostic and I wasnt being given an answer as to what was wrong I was only given a price for more money. An outrageous amount of money just to find out if maybe this would fix my vehicle. I was told I would get a call back from a manager they didnt call me back for a few days at the end of the day and I wasnt able to pick up the call. I decided to show up the next morning and talk to said manager. This manager offered to

  

  Business Response

  Date: 02/24/2025

  Please be advised that I represent Ray Chrysler Dodge Jeep Ram. I have been informed by **** ******, the dealerships Service Director, that Ms. ********* concerns have been satisfactorily resolved. Please confirm this with Ms. *********************

• Initial Complaint

  Date:05/24/2024

  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.

  They continue to send physical promotional mail to my home years after purchasing vehicle and after repeated attempts to be removed. Called them, emailed and returned the mail. Filed a complaint with BBB a few months ago and still receiving (multiple times after BBB including today 5/24 example).

  

  Business Response

  Date: 05/28/2024

  To whom it may concern, my name is ***************************** and I am the General manager of the *************** I am writing to inform you that I have made sure that you will NOT receive any mail or be contacted by us moving forward. I truly apologize for any inconvenience. If you have any questions, please let me know.

   

  Thank you

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21758464
  
  I am rejecting this response because it is the same response provided to the BBB for the first complaint a few months ago.
  

  No changes were made and I've continued to receive promotional materials for their company and upselling specific to the Jeep I regretfully purchased.

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

  

  Business Response

  Date: 05/29/2024

  Again, I apologize. Understand, moving forward you will not get anything else from us. Please feel free to reach out to me if you have any concerns.

   

  Thank you    

• Initial Complaint

  Date:03/03/2024

  Type:Order 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.

  ******** refuses to stop communicating with me. I have made requests via email, phone and mail for 2 years. They continue to send mail weekly.

  

  Business Response

  Date: 03/04/2024

  Hi,

  I have made sure that *** and all of her information have been taken off every path of communication we have here at Ray. She will not receive any further communication from us. Please feel free to reach out to me with any questions.

   

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

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

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

  General Manager

   

• Initial Complaint

  Date:02/28/2024

  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 am writing because my husband has had an issue with this dealership. 2018 Ram Bighorn 2500. Originally this started with a noise coming from the rear end of the truck that he bought through Rays Dodge Jeep Ram in ********, **. He took it to the dealership we go to for repairs on our vehicles that is closer to our home. They diagnosed the issue as the rear differential needed to be changed and the left axel is bent. Through Rays he has gotten a warranty with his purchase for the truck. After the truck was diagnosed with what needed to be repaired the warranty company was called and they started the process. After a few days, it was discovered the warranty wouldnt cover the repair due to the truck being modified with a 6in lift. The truck was bought from Rays with the 6in lift included and when he purchased the warranty he was told it covered the truck. **** makes the decision that the truck needed to be taken to their dealership to be repaired instead of the one we originally went too. At this time, the truck had the rear differential taken out already and was so bad it could not be put back in to be able to drive the truck. So, had to pay for the labor and the rental car they gave him for this week or so his vehicle was there. He also had to pay for the $800 tow for it to go to Rays. The truck had made it to Rays on 2/21/2024. Today is 2/28/2024 and they have not done anything with the vehicle. We are going on 3 weeks now that he has not had his truck because of the Rays Dealership mess up. Today 2/28/2024, he called the service department at 1:30pm, to get an update on the truck. They could not answer and said they would find out and call him back. At 2:30pm, he had not received a call back so he called again to see what the update was. He kept getting the run around about his truck and he asked to speak to the manager and the response he got was that the manager is busy with another customer. The communication with this dealership is awful as well. We have had to call and leave voicemail after voicemail to get answers from the start on this whole process and get no answers. Or we get told that no one is available until a certain time of the day and when we call we still get another voicemail. At this point, we dont even want the truck anymore. We need this vehicle, we have jobs and a family and cannot survive with just one vehicle. We want our money back so we can get a vehicle we can actually rely on.

  

  Business Response

  Date: 03/06/2024

  Hi, we spoke to ************** ***** today at approximately 2:30 and let him know we are repairing his truck and will have it done later this week or early next week. There will be no charge to **************. He agreed to say as long as we repair his truck he will be happy. Please let me know if you have any other questions.

   

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

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

  General Manager

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

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21362614
  
  I am rejecting this response because: it was discussed that they would fix everything and we wouldnt be paying for it and that it would be fixed by the end of the week. Then it would be delivered it to us. It was also discussed in a prior conversation that they would refund him for the warranty and then switch him to the correct warranty. Also, he should be reimbursed for the out of pocket payment he had to pay to the other dealership as well as the cost of the tow since he wouldnt have had to pay that if they didnt mess up the warranty in the first place. Also, when the delivery process happens the truck should be towed to us so that unnecessary miles are not added to the truck on their accord.

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

  

  Business Response

  Date: 03/07/2024

  ***************, you have to give us enough time to properly diagnose your vehicle first and then repair your vehicle correctly. Your vehicle will not be done this week, if it is done next week (pending diagnosis , pending parts and once it is complete a proper test drive ). I will follow up with you next week.

  Thank you

   

  Customer Answer

  Date: 03/08/2024

   
  Complaint: 21362614
  
  I am rejecting this response because:
  The truck was diagnosed by a certified Ram dealership before you received the Truck. We have been out of a vehicle now for over a month because your dealership sold the wrong warranty and caused all of these issues. If we had the right warranty the original place we took it to get fixed would have had it done is less than a couple days. They even gave us a rental to use while they worked on the truck. Once the vehicle had to be turned over to your dealership because the warranty was wrong, we lost the rental and then had to pay for it afterwards on top of the labor put in by the place who was originally going to fix the vehicle. This has put a lot of stress on us financially, psychologically, and physically. We work full time jobs and have children. So not having this vehicle for over a month has put us in a bad place travel wise and financial. There is no empathy once so ever on the dealerships part and attempting to get this fixed and made right has been a complete hassle and it causes a lot of stress. 
  

  We want our money refunded for the warranty, labor, rental, and tow. And given the correct warranty at no cost. When the truck is delivered it should be towed to us so that you do not put wear and tear on our vehicle and miles. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/16/2023

  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.

  Went in for ************ for a warning problem with the AutoStart System on May 5,2023.They could not find a problem and partly because I had read the codes and they cleared. They charged me $306.62.After picking up the vehicle the AutoStart STILL was not working. They suggested because I had accessories plugged into my car that that was drawing down the battery. You see I'm an electrical Engineer and that did not make any sense to me since the car should be charging itself when running.I complained that it was a bad battery. They would not replace the battery as it did not FAIL their test. The battery had already been replaced before under Warranty.I made a second appointment for May 19th. This time they said there was a bad sensor and replaced it at no charge. Upon picking up the car the AutoStart STILL was not functioning correctly! They said they can not fix it.I returned a third time and REQUESTED to PLEASE replace the battery at my cost on June 2, 2023. They charged me $246.42.The System is WORKING fine now indicating it was a bad battery and at minimum they should absorb the cost of the replacement battery as they told me IF the battery had failed their test it would have been covered by Mopar. The Mgr. ***** ? is not returning my phone calls.

  

  Business Response

  Date: 06/22/2023

  Good morning,

   

  Our Service Director ********************* has reached out to this customer multiple times and left messages so we can work out this situation and make the customer happy. We have not heard back yet from them? Can you please let them know we are trying to contact them and resolve this. Thank you

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20196883
  
  I am rejecting this response because:

  I have been EXTREMELY busy 12 hour days and an out of town wedding and now on a vacation.

  not sure what to discuss either credit me te battery or dont.

  i told the them to retain that battery as a subject to find out why their test did not catch it as being defective as a courtesy.

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

  

  Business Response

  Date: 06/28/2023

  We will have a check in the amount of $246.42 ready for you this week for the reimbursement of the battery. It will be at the front desk of the ******** showroom. Any questions, please feel free to call or write me.

   

  Thank you

  *****************************
  *** Auto Group
  General Manager
  ************-X1304
  **************************
  

   

  Customer Answer

  Date: 07/06/2023

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