ComplaintsforDupage Chrysler Dodge Jeep Ram

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2021 Ram **** back in February of 2023 and we later found it not to be a good fit for our family. We traded in on June of this year.In June we signed the odometer statement for the warranty refund and emailed and contacted the dealer in multiple occasions. The warranty refund was never processed and my calls to follow up on the status of the refund were ignored for the most part. If it was answered it was just a repeat of the statement that as soon as they issued the refund check I would get a call to pick it up. In October we went in person - was when ********************* the finance manager said the paper work was lost and had me sign another odometer statement and said he would call me as the check was issued. Nothing to date - We reached back out via phone and were put in touch with the sales manager *************************** - who stated the same that the check would be issued within two weeks he would give us a call for pick up - and here we are 12/20 and the refund has not been processed.

  Business response

  01/04/2024

  Our dealership overnighted the refund. The customer said he was satisfied now. Thank you. 

  Customer response

  01/08/2024

  Better Business Bureau: We had recent filed a complaint against Dupage Chrysler Dodge Jeep Ram and since then it has been resolved. Please let me know if you have any questions or if we have to submit any additional information.
    
  Sincerely,
  
  *****************************
  ***********************;    

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new jeep from them in December of 2021. Since then my jeep has already been painted for paint bubbling (known issue), the aux batter went out within a year of owning, the aux battery is out again, the vehicle has been towed to the dealer because it wouldn't shift out of park, the interior leather is melting on the arm rests, and recently, it went in for the paint failing again in the same spots it was originally repaired. I was told for the paint, the new fix is replacing the doors. I was told the warranty manager said only 2 doors will be covered and the other doors they will repaint and put a shim under the hinge. The paint is still failing on ALL doors and a "shim' is not an acceptable fix on the remaining doors when I purchase a brand new jeep with every option on it. I asked them last year about selling me a lemon with all of the issues and money I've spent on the vehicle and I was told by the dealer those laws only apply if filed within a year. My jeep is constantly having issues and in the shop and NEVER had nearly these amount of issues with a 2 year old vehicle. I was also told the repairs won't be done for 6 months! I paid for a new vehicle and now I'm told I need to deal with all of the repairs, time in shop and repairs to failing paint will be done in 6 months.

  Business response

  10/03/2023

  The customer was here 9/25/2023 to have his Wrangler inspected for paint concerns. The dealership has verified the customers concern. In accordance to Stellantis repair procedures which was updated 2-8-2023, we have ordered all new (updated) hinges for the doors, tailgate and hood along with passenger side front and rear door shells. Thank you. 

  Customer response

  10/03/2023

   
  Complaint: 20683726
  
  I am rejecting this response because: it has already been in there and repainted. Theres paint issues on all doors and all doors were repaired before yet Im having the same issues and worse now. The tailgate has the worst of the problems and I was told Im going to have a shim put in. Its unacceptable. 
  

  yes Im having massive paint issues but this jeep has had nonstop issues. I brought up the lemon law but I was sold a faulty product and all the failures aside from paint I need to whip out my check book. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2023 Jeep Renegade on April 27th of this year. Less than three months after the purchase, I am having issues with lights coming on such as seatbelt light (my seatbelt is on when the light appears), airbag service warning light, parking break light, and star/stop light. These come on occasionally, though of course not all the time.I took the car to the dealership today after scheduling an appointment and waiting a couple weeks even taking the first available appointment that worked for me (the soonest appointment would have been Tuesday but I had a prior obligation.)I was told that they wouldnt be able to look into my issue until at least Monday because I scheduled the wrong type of appointment; a multi-point inspection, I had called and this was the type of appointment I was told to schedule online.Then I was informed that they do not have an courtesy vehicles available, which I would have needed in order to get to and from work for four days that it would take to possibly get my car back.Im not sure why they schedule appointments if they are so backed up and have no one to look at my car even though there were 5 men sitting around in the mechanic service center talking. It should be as simple as a sensor and I find it insane that I was told to schedule an appointment they wont honor. I have rights as a consumer under the consumer rights act of 2015 to get anything fixed that is faulty on my car before 6 months, and of course its been 4 months now, but their next appointment date when they have a rental will be after 6 months.I shouldnt have to be dealing with this issue when I buy a new car. Who knows if my air bags are bad? How should I feel safe driving my son around while I wait 2 more months to get this looked at?

  Business response

  10/03/2023

  We have left 2 voicemails and an email for this customer. We cant find her name in our database. Thank you. 
  

• Initial Complaint

  08/29/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am a retired 72 year-old 100% disabled US ************ veteran, living on a limited fixed income.I purchased a used 2021 Jeep from DuPage Chrysler Jeep in late April, 2023 with a final purchase price of approximately $40,000.I paid a $3,000 cash deposit and received a trade-in credit of $3,000 on my **** Chrysler PT Cruiser, leaving a balance of approximately $34,000 which was to be financed by the dealership's lender/bank.I received both verbally and in writing that I had the option of rescinding my purchase within 15 days for ANY reason.I notified the dealership in early May, ******************************************************** that the $1200 per month payment that I was required to pay to the bank thru which the dealership had arranged financing was not going to be affordable for me.The dealership told me that it was my problem and reneged on its 15-day unconditional return policy.I made monthly payments in May and June. During my last visit to the dealership in person with my cousin in early July, 2023 I told the dealership's representatives to void the deal and return my $3000 down payment and **** Chrysler PT Cruiser. The dealership's representatives rudely and sarcastically told me and my cousin that the bank owned the Jeep, that the dealership would not return to me my $3000 down-************ Cruiser, and to leave the dealership.

  Business response

  11/03/2023

  See Attachment

• Initial Complaint

  04/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Below is the information regarding the truck I purchased:2014 Jeep Grand Cherokee SRT ******** (****************)6/20/2022 and it was used There was no written warranty, but we did have to purchase two diff warranty's for the truck The truck has been at the dealership for repairs 4 times now, each time the warranty company has covered the repairs with the exception of this last time because how the service **** worded the documentation.When the truck was purchased, we signed paperwork saying they did a thorough check of the truck and everything worked. Three or 4 weeks after getting the truck, we had to bring it back to the dealership because the engin blew and they supposedly gave ** a new engine. Each time we have had it in for service it is because of the engine and them not doing a diagnostic test (like they should have) when having the truck to see if anything else is wrong with it. They never changed the fluids out when changing the engine so the fluids are all brown and like syrup (we have pics and video proof). The gaskets blew as well (we have proof of that from another place we took it to that looked at the truck). The truck has been sitting at the dealership since December of last year because the warranty company will not cover the cost of another new engine because the dealership is saying this is my fault when the service department didn't fix the truck correctly the first time they had it. I attached the paperwork I had at home, but I don't have all the receipts from the dealership and when I called yesterday to have them email me the paperwork, I was told they wouldn't do that and that I would have to go there and they would print them out, but I have no way of getting there. My desired resolution is either repair or a refund for the truck.

  Business response

  05/09/2023

  9-7-22 VEHICLE STALLED TOWED IN EXTENDED WARRANTY PAID FOR NEW ENGINE MILES 74589

  11-29-22 VEHICLE TOWED IN OVERHEATED MILES 78678

  12-19-22 VEHICLE CAME IN WITH A CHECK ENGINE LIGHT ON. INSPECTED VEHICLE, COOLANT AND OIL MIXED. CUSTOMER DROVE UNTIL VEHICLE DIDN'T RUN

  AND DAMAGED NEW ENGINE. MILES 80527

  CHRYSLER DECLINED DUE TO EXCESSIVE OVERHEATING.  VEHICLE WAS NOT TAKEN CARE OF AFTER REPAIRS. PLEASE SEE ATTACHED.

  THANK YOU.  

  Customer response

  05/11/2023

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

• Initial Complaint

  12/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  this part of the email i sent to the store manager who did not reply: The car was taken in for a noise complaint. After the car was taken in to be inspected, ******** informed my father that he would have to pay $2600 out of pocket. My father informed her that the car has warranty. ******** then stated that my father would still have to pay out of pocket but can be reimbursed after she helps him make the claim. That being said, that is a lot of money to pay out of pocket, therefore my father was hesitant on leaving the car, he did not want to pay $2600 out of pocket because like I previously stated, the car has warranty. ******** reassured my father that she would be able to help him be reimbursed after the services. My father was still hesitant until ******** stated that if the car wasn't serviced that day, it was more than likely that the car would breakdown. My father is physically disabled and cannot risk such scenario. Therefore, he was forced to leave the car, pay out of pocket, and turns out to be misinformed by ********. She stated that all we needed is to bring in the warranty once they called us that the car was done being serviced and she would help make the claim. Therefore we followed Jennifers processional recommendation. When my father was called to pick up the car, he took the warranty with him just like ******** asked. ************************* was now stating she couldnt help him make the claim, although she had gave her professional recommendation to leave the car and stated that she would help him make the claim. This is misinformation to the customer/consumer. My father was extremely upset because ******** did not want to help him anymore. Therefore my father went to look for a manager. - more in email

  Business response

  01/08/2023

  This is an issue with the customers service contract. when the car was brought in, the customer didnt tell us he had contract. We offered to help with the call. Thank you. 

  Customer response

  01/31/2023

   
  Complaint: 18652756
  
  I am rejecting this response because:

   

  Hello,

  
  

  I would like some help with my claim that I have summited. Since there is only a 7 day response,I was not able to review the response made by the buisiness to resolve my complaint until now. I would like to reject their response because we did let them know about the insurance. I reached out to the dealership store manager and never received a response, they did not offer any help. If you can please assisit/help me with this? 

  "This is an issue with the customers service contract. when the car was brought in, the customer didnt tell us he had contract. We offered to help with the call. Thank you."

  
  

  
  

  Much appreciated,

  
  

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

   

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

  Business response

  03/23/2023

  **** has talked to ******* and her father. **** gave all the information to send to St. ******* (where the service contract was purchased) so the customer could get reimbursed. The customer ******** father did not tell us he had a warranty at the time of repair.  We have tried to help them as the claim should be covered.  Has the customer contacted St. ******* where they purchased the service contract? We have tried everything to help.  Thank you. 

  Customer response

  03/24/2023

   
  Complaint: 18652756
  
  I am rejecting this response because:

  As stated before, the service secretary, ********, and service manager,****, were aware about the insurance/warranty. Why is a car dealership misinforming BBB? My father is physically disabled and was informed by the service secretary that if he left with the vehicle, that it would break down. A physically disabled person absolutely CANNOT risk such scenario. My father was forced to leave the car and pay out of pocket, although ******** said she would process the warranty with no problem. ******** was incorrect and was not able to process the insurance. Customers are being misinformed and being taken advantage for being physically disabled. Since ******** couldnt help fix the situation,****, the manager took over the situation in order to help. Although, ****, the service manager, said he would help further but he did not responded to any of our concerns and did not provide all the help that couldve been provided. If you would look at the file attached on this document, you would see that **** did not respond to our help inquiry nor did he inform to contact St.*******. If you see the other attachment provided, you will see **** actually informed to contact the insurance warranty to get a reimbursement and that the reimbursement would arrive within 7days. The help that was provided by the service manager was not sufficient and did not resolve any issues. The customer service that you state you have provided is not accurate and should to be resolved by someone in hire authority than just the service manager who did not respond. Thank you, 
  
  Sincerely,
  
  *****************************

  Business response

  04/17/2023

  This customer unfortunately is not providing accurate facts. The repair for the radiator is from a service contract that was not purchased through us.  The ********* have been provided with a claim number which is 2211-8203.  The amount of their claim is $1128.96 less $100 deductible which is the customers responsibility.  The other work was brake and maintenance work which is not covered under any service contract. There is nothing else we can do.  We suggest they take it back to the selling dealership where they purchased the service contract. We also suggest they get the representative for the service contract involved.  Thank you.  

  Customer response

  04/22/2023

   
  Complaint: 18652756
  
  I am rejecting this response because:
  
  Good day, all information provided by me is accurate. I have provided documents to prove that not everything was done to help me, like you previous stated. You are deceiving a customer not only during the service, but as-well when offering help to a consumer and never responding to any inquiries.
   ********, the service receptionist  in services was indeed aware of the service contract. She even confirmed over the phone that she knew about the service contract and that it was her mistake for not processing the service contract before the service but that she couldnt do anything about it. This is your guys mistake,your dealership, not another dealership. Your dealership was the one who made the mistake of misinforming us and still doing the service. You are not taking accountability for your mistake of not processing our service contract before the service
  Sincerely,
  
  *****************************

• Initial Complaint

  10/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I own a 2019 Jeep Wrangler. I recently had it in to repair corrosion on the doors. This appointment was made over the summer but September 7 was the first opening. We advised them at drop off that the front passenger seat knocks and that a previously repaired death rattle had returned. The corrosion was covered in full as was the death rattle as the original work was still under warranty.As for the seat, it was stated the frame was wearing and it was outside of the warranty. This did not just start and has existed as long as I have owned the car (May 2020). I am disappointed in the decision not to repair this as it should be visible that this did not just happen but occurred over time. We were notified on 9/14/2022 that the car was ready one full week and upon inspection noted that all areas that had corrosion were not addressed. We will now need to wait to see when the shop can take the care back. Further, we were told that we would be reimbursed for the rental which is the only reason we took it. After paying for one week of rental, **** has refused the reimbursement. We would not have taken it or found a rental on our own if we knew upfront it would be over $300. We were told this was the process and given the number to seek reimbursement. I am requesting a refund of the service fee to look at the seat and also request the repair be made by Jeep at no cost to me.

  Business response

  10/10/2022

   We cannot reimburse the customer for renting a vehicle.  We suggested that the customer call Jeep customer service for reimbursement and repairs as this is a factory issue.  Thank you.

  Customer response

  10/13/2022

   
  Complaint: 18179209
  
  I am rejecting this response because:

  Through phone calls with ****************** over the last couple weeks, I have learned that protocol for a loaner is for a ************ Tech to get the loaner approved first through ******************.  By doing this first, a decision can be made as to who will pay for the loaner prior to any money exchanging hands with *********** 

  
  During my drop off of the car, and questioning why I had to pay for the loaner, the service tech at the **************** Dealership simply said all you will have to do is "Call a Jeep Corporate number, file a claim and you will get your money back".  He even stated that this was a new policy that he had just found out about.  So, at that point I was given a ride over to Hertz, rented the car under my name, dropped the car off a week later and was charged ****'s Corporate rate.  Upon picking my car up at the Jeep Dealership,  the Service Tech circled a phone number on my receipt and once again said "Call this number, file a claim and you will get your money back".  I then filed a claim with Jeep which was rejected because i did not have a service plan.  ****************** also said i did not qualify for "Good Will" refund because i did not meet all the requirements.  I've now been bounced back and forth between the ************ (Dealership in ****************) and ****************** each saying that you need to work with the other party.  

  
  It seems like it was the Jeep employee at the dealership that failed with communication at the very beginning of the process.  This entire situation could have been avoided had protocol been followed.  I did exactly what I was told to do by the service tech and at no point in time did I think this loaner would cost me one *****.  Had i known that I had to pay for this car, I would have looked into other options.
  
  Sincerely,
  
  *************************

  Business response

  10/23/2022

  The customer is working with our service director. Thank you. 

• Initial Complaint

  09/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2022 Jeep renegade Limited on May 8, 2022. After having the vehicle for 2.5 months I began to experience severe electrical issues. I kept in communication with dealership and 2 times they told me if problem didnt happen again it may have been an update/glitch. The problem continued and got worse. Each time I brought it to the dealership, the associates in the service department told me they could not find any issue with it. After they said that, the Renegade s*** off on me 3 times. It has been at the dealership for over a month with no communication on when/if itll be fixed. At this point I fear for my safety and life driving this Jeep. They have told me multiple times they cant do anything for me.

  Business response

  10/10/2022

  We are working with this customer to file a case with the manufacturer.  The customer has to start the process, which he said he would do.  Thank you.

   

   

• Initial Complaint

  08/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They keep holding my check and playing games They also stuff warranties and unwanted packages in customers purchases

  Business response

  08/24/2022

  We have worked everything out with *****. Thank you

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So went and text drove car to go buy. Told the salesman was going home to get my own financing thru my credit union. Which I did. Called back told him I was coming to buy. Checked website still there and still some price. When they knew ky husband was on way to get they called me back and told me the up the price 2000$. Went back on site late that night. Same price. Never changed. They are scamming people putting a fee called items as that how they raise the price. He told me was changing price as we were speaking. Did not and still have not. Total scam. Putting lower price thrm get there and they raise. A lot.

  Business response

  07/12/2022

  Unfortunately, sometimes there are situations when a dealer changes the price on a car that is advertised. This would generally happen if we did additional work to the car, such as putting new tires on, mechanical repairs, etc. This is not a scam.  We will sell the vehicle for the advertised price to the customer that they originally saw.  The vehicle would be sold as is.  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. ↩