ComplaintsforGurnee Chrysler Dodge Jeep Ram

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a car from them and 4 day after i purchased it the differential was messing up and it took them 2 months before they actually believed me that there was something wrong with the jeep to fix it but they only the back as they said the front was also going to have to get done this was in October of 2023 mind you i only purchased the jeep in August of 2023 then the car the is still doing the same jerking movement but no codes come up so they cant fix the front. So now we are in March of 2024 Im driving making a left turn the steering wheel locks as Im turning into another lane luckily there were no cars if not i would of got hit so now its in the shop again the steering wheel panel has a short and has to be replaced this is just to much repairs for 7 months. I go into see if the dealer can help me with another car since they tell me they can and all I get is I should of taken the car to my own mechanic before purchasing it so its like they knew what they sold me was going to mess up on. So now Im screwed

  

  Business response

  04/30/2024

  Intergalactic backordered parts - steering column and clock spring. ****** arrived. ETA on the ************ is today. (But, that has been pushed multiple times). Special case made to obtain parts at all - straight from supplier. The customer is in a loaner. Thank you. 
  Mandy 
  

  
  

  
  

  Customer response

  05/09/2024

  I am rejecting this response because: they were supposed to give me a response this week about the part for my and now its another 5 business days its just ridiculous they cant give me a answer its going on 
  7 weeks without no repair on my car and no answers!!
  
  Sincerely,
  
  *********************

  

  Business response

  05/20/2024

  *********************** vehicle has been completed and picked up. The parts for her vehicle had been on backorder from the supplier to Stellantis.  Our apologies. Unfortunately the part issue was a supplier issue. Thank you. 
  

  Customer response

  05/20/2024

   
  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

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2016 Jeep Patriot on Jan 15 2024 and paid in full that day for it. Since I live in **, I was told once I receive the title to go straight to the ** DMV to pay the ** sales tax and get the plates I wanted to use for it transferred. After signing the papers, I happily drove away with my new to me Jeep. After six weeks go by I have yet to receive the title so I attempt emailing my sales guy, no response. I called the finance manager and was told Wisconsin is 2 months behind (lie #1) but after looking me in the "system" I should receive it within another week or two (lie #2). I waited 2 more weeks, still no title. I called ** DMV and there is no record whatsoever of my VIN in their system and was told title transfers only take ***** business days. I called the dealer several times and was transferred to voicemail. No one returned my calls. I called IL DMV and found out that after 2 MONTHS not only was the title still in the original owners name but it STILL HAD AN OPEN LIEN on the title. The IL DMV gave me a number to call to escalate my case and after calling, the lady called the dealership and told them they needed to pay off the lien and expedite the title to me by March 22. As of March 26, I still do not have the title and my temp plate sticker will expire April 15th.

  

  Business response

  04/15/2024

  I looked into this situation and the customer that traded in the vehicle did not provide a title.  We applied for a duplicate title and have a lien release from Capital One.  We should receive the title any day and will expedite.  We apologize for the inconvenience.  Thank you.

  Customer response

  04/23/2024

   
  Complaint: 21491087
  
  I am rejecting this response because: I still do not have the title. It's very difficult to believe their word when they have been claiming it's been in the mail for over a month. Until a title is in my hands I don't consider this officially resolved. Sending dealer plates and actually answering my calls/texts have been very appreciated. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  09/29/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had an amazing experience with ****** as ***********, but that ended quickly with ****(finance) and ******* (title) failure to adequately do their job. **** spoke over me and raised his voice several times to me during my transaction. He was upset I was denying gap coverage and his response was to yell You listen to me. And when I brought to his attention that they have the incorrect name, ****, looks like youre in a pickle chuckling. *********** never been to an establishment that the audacity to think that type of behavior was professional. They put my vehicle under the wrong business name and yet over 100 days later I still do not have it corrected nor have my tags and registration as promised now for months. I had to twist their arm to get a bill of sale as I was provided absolutely nothing besides a temporary 90 day registration. Though I paid for them to provide my plates I had to purchased temporary 30 day tags to hopefully buy myself sometime to receive them from them at some point. Unfortunately I would not know because its been a week since theyve spoken to me, not returning emails nor multiple voicemails left. I understand mistakes are made but not once but at least on five different notable occasions Ive been lied to. If I could return the car and move on I would, unfortunately this nightmare continues.

  

  Business response

  11/03/2023

  See Attachment

• Initial Complaint

  06/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had recall work performed on my vehicle at this dealer, was told that if the part in the recall was damaged that they would replace it. After services rendered, the dealer said they are unable to issue me a credit, because there is not an official fix for the recall. The part in the recall is the same part that they replaced in my vehicle. I filed a claim with the corporation, and it was denied on the basis that the part that they replaced it with, could still be faulty. They are unwilling to refund my money at this time despite the recall on the identical, damaged part replaced in my vehicle.

  

  Business response

  07/11/2023

  This customer has been explained the following:
  The customer received an Advanced Communication of a Recall (Stating there will be a recall on her vehicle in the future)
  Once the Recall has a repair, that she will be able to get re-imbursed from Stellantis for the repair that the recall has new parts/repairs for which she had to pay for repairs of.
  They cannot/will not refund or repair until such time.
  Once a repair and updated part design is released, she will get a Recall Notice from Stellantis to have her vehicle repaired per recall requirements per vehicle application.
  Upon receiving the Recall Notice she will be able to submit for reimbursement.
  Thank you. 
  ***********************

  Customer response

  07/17/2023

   
  Complaint: 20196116
  
  I am rejecting this response because:

  Although this information was explained to me, it is not acceptable that I have to pay for a possibly inadequate or defective part and wait for the company to discover a permanent fix before my money is refunded. 

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

  

  Business response

  07/25/2023

  Unfortunately, this is a manufacturer process. We have zero control over it. The customer should contact ***********  Thank you.

   

• Initial Complaint

  04/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my vehicle to the business for a 5 year powertrain inspection thats required for a lifetime powertrain warranty. The service advisor,*****, told me that the vehicle didnt pass because the power steering lines and transmission cooler lines were leaking. I told the advisor that I already replaced the power steering and transmission cooler lines and told him Im not losing any transmission or power steering fluid and nothing is on my brand new white concrete driveway where the vehicle sits all night. I asked to see where the vehicle was leaking and he told me that the technician was conveniently at lunch. He then lied to me and told me that the transmission cooler lines were covered under the powertrain warranty,which theyre not. I then asked for my keys and told him I was leaving and asked for the service invoice and he said there wasnt one even though he showed it to **** then left. I then took my vehicle to another dealer (liberty Chrysler) for the inspection and it passed with no problems found. Today I got a call from the service tech I dealt with at Liberty Chrysler and he told me that Chrysler wasnt paying them for the inspection because Gurnee Chrysler already submitted the inspection they did for payment and also informed me that Gurnee Chrysler voided my lifetime powertrain warranty. I informed Chrysler of the incident and they said theyll call me back within 5 business days. I want my warranty reinstated, an apology letter from Gurnee Chrysler and some type of discipline for the tech that lied.

  

  Business response

  05/18/2023

  Good morning. In reference to the review from ********************* I have attached documents verifying:
     1: *************************** Warranty (****) inspections ARE a Pass/Fail inspection.
     2: Question 2A of the **** is in regards to Powertrain related leaks both **** Warrantable for coverage and **** Non-warrantable leaks that the customer would be required to repair at his cost.
     3: The hard Copy of the repair order verifying tech notes of leaks/conditions he determined the vehicle had.
     4: Coverage verification of the tech advised repairs is attached stating the only covered item would be the Cylinder Head Cover Gasket. The transmission lines are NOT covered BUT, require repair for the vehicle to pass the **** inspection.
     5: ********* steering pressure line and vehicle alignment that are also noted by the technician are advised unrelated to the **** inspection - just advising the customer of vehicle conditions that should be addressed.
  
     This customer from write-up voiced how he hates dealerships and how he should be able to take it where he wants for the inspection. Please let me know if you need more information.
  
  Sincerely,
  ***************************;

  Customer response

  05/18/2023

   
  Complaint: 19957984
  
  I am rejecting this response because:
  The condition of my vehicle isnt true as it is not leaking from the transmission cooler lines, power steering lines or any lines!!! It doesnt leak anything and I check my fluids constantly. I also have a brand new white concrete driveway and there isnt a spot on it and I never have to add any fluids!! Not only that, I took my vehicle to Liberty Chrysler and they said its not leaking anywhere and passed it for the warranty inspection. I employee BBB to contact the service advisor,***************,at Liberty Chrysler and speak with him. His number is ************. Just ask for Chrysler service and ask for him. I also never said I hate dealerships and to make a statement like that is ridiculous. Ive been working on cars for 35 years and know a lot about them so Gurnee Chrysler just got caught trying to scam somebody that they thought didnt know anything about vehicles. My concern is how many people that didnt know anything about vehicles that got scammed!!!
  Sincerely,
  
  *********************

  Customer response

  06/08/2023

   
  Complaint: 19957984
  
  I am rejecting this response because: The business is accepting no responsibility and blaming me for their fraudulent practices. Im attaching an invoice from Liberty Chrysler that inspected my vehicle and passed it because theres nothing wrong with it!!! I challenge Gurnee Chrysler to prove me wrong!! Ill take my van to an independent shop at my expense and if its discovered that theres nothing wrong with it I want them to pay for the inspection cost and give me $2,000 for wasting my time and for inconveniencing me!!! 
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had my jeep towed in would not start- They claimed it started fine and fixed the canister leak issue with the fuel cost *****. Three days after picking it up my engine light is back on- called and brought it back up tp the jeep dealer- they put it on the machine only to say its the canister from the fuel issue again that i just paid them to fix. They told me to bring it back in a few days to fix it and its ok to drive . Next day my jeep is broke down not starting at all engine lights still on. Called and they wouldnt help me. Wanted me to pay another tow.. Needless to say i had it towed to another shop. The strter was indeed bad, the shop also said the canister issue is still a problem. I want this fixed correctly . Im 71 years old and im on limited funds, ************ has treated me horribly. I want my jeep fixed for what i already paid for. Its still broke and i have paid you . I want a call from a manager to get this resolved.

• Initial Complaint

  03/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car 10/27/22, the car was tottaled by another car 11/24/22, the other cars insurance wanted to settle in 12/22. The dealer had no ****** to this car so I had to comtinue to make payments for 2more months Its now 3/5/23 and I still have no ****** and worse of all I have no car,because until this is settled I cant get another car. How could they sell a car with no ******? I have called several times, they stated they would call back and never have

  

  Business response

  03/13/2023

  There was a payoff on the vehicle.  We received the title.  The title work is being processed. Thank you.

  Customer response

  03/13/2023

   
  Complaint: 19544186
  
  I am rejecting this response because: I still do not have the ****** so am without a car almost 4 months , also they never even said they where sorry for my inconvenice my son is going thur chemo and i have had to depend on others to use someone elses car to get him there
  
  Sincerely,
  
  *****************************

  

  Business response

  03/23/2023

  The title is finalized and sent to the customer on March 10th per the Secretary of State. Thank you

  Customer response

  03/23/2023

   
  Complaint: 19544186
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 30th, 2022 I took my 2016 dodge grand caravan to the Gurnee dodge dealership for a routine oil change. I was there for a few hours. While I waited the service advisor came to inform me about finding oil in the coolant system. This new information shocked me due to the car running in good condition. I asked the service advisor if this was the cause of the check engine light being on. The service advisor informed me that, that was one reason for the check engine light being on. After the routine oil change was completed, I proceeded to pay the $66.15 for the service. I was able to speak with a manager about the new issue found. He suggested I bring in my car to have a diagnostic test in order to see what is going on with the car. I proceeded to schedule a time to bring the car in for the diagnostic test. I returned with my car on Friday October 21st, 2022, they were able to conduct a diagnostic test and create a plan to service/fix my car. I dropped the car off on that Friday and was informed that there would be at least 7 hours of work needed to be conducted on the vehicle. They did not offer me a loaner vehicle due to not having one available. They called me 4 days later to offer me a loaner car. I was dropped off to receive the loaner and had to collect a few personal items from my car. The lady in the office allowed me to take my keys and go to my car. I placed my keys in my pocket when carrying my things from the car and accidentally left with them still in my pocket. They did not notice the keys missing until the next day. This shows their lack of attention to detail and proves that there was no work done the day the keys were not in their possession, this does not inspire confidence in their capabilities as a reputable car dealership. I ended up having to return the keys during my busy week schedule. Ten days later on October 31st 2022, I was finally able to pick up my car. I Spent $4,047.50 on the repairs. Upon picking up my car and driving it on the highway after all the issues were fixed the check engine light came on again. I went back into the car dealership and spoke with the director of operations; I was yelled at by him which shows a blatant lack of professionalism. The reason for this was due to expressing the feeling of how the issue was not fixed. I simply felt taken advantage of due to being a female.After being treated in an unprofessional manner I conducted some research on the issues my car was having. At the initial appointment for the oil change, if there was oil leaking into the coolant it would have been highly unlikely that the car would not have had ANY notable problems up to that point. For argument's sake, let's say that I had blown the head gasket the second I pulled into the dealership and they were able to see the leak with no other signs. I should not have been able to drive my car in between the two appointments without my car smoking or having major problems. This now leads me to believe that it is highly unlikely that they saw oil in the coolant in the first place and convinced me to spend an exorbitant amount of money to fix a problem that did not exist in the first place. This seems to be further substantiated by their extremely unprofessional behavior when questioning why the check engine light came on almost immediately after they fixed the car. Due to these findings I firmly believe that this was illegal behavior on their part and would like action taken against them to prevent this from happening to others in the future and I would like to be reimbursed for the full amount of the second invoice.

  

  Business response

  02/23/2023

  Our service employee ***** worked with her. The initial concern the customer brought the vehicle in for on ********* was check engine warning light was on. Thats when the cylinder head was diagnosed. There was no notes from the express lube tech during the ************* change about oil in the coolantcoolant found in the oil and the fault codes were detected at the second visit. The check engine light came back on after the cylinder head replacement due to oil/coolant contamination of an oxygen sensor. 
  The customer may reach our Service Director to discuss our response. Thank you. 
  Also, side note - her oil change service was not a few hours 
  In: 9:31am
  Out: 10:46am

  Customer response

  02/24/2023

   
  Complaint: 19394775
  
  I am rejecting this response because: after the second time I brang in the Vehicle the repairs were not completed properly resulting in the engine light coming back on after a few hours after picking it up therefore reimbursement in the amount of $4,047.50 for the lack of incomplete of repairs to the Vehicle. And unprofessionalism  

  I dont not wish to speak to the Manager again concerning  this issue  due to being treated horribly and taken advantage of the last time we spoke  I dont fe if there was oil in the coolant that issue should of been taken care of the 1st time I took it in it should of not been able to be  driven for an entire month and the coolant/oil issue should of been resolved if that was the issue. if that was the issue then when I picked up the car I should of not had a single light on with in 2hrs of picking it up from the dealer and spending money I shouldn't of the issue here is clearly the fact of being taken advantage of and scammed out of money due to being a female I am very uncomfortable speaking with the manager of the service department or anyone else at this establishment I also dont want future customers to be taken advantage of like I was 
  
  Sincerely,
  
  ***********************

  

  Business response

  03/13/2023

  We would like the customer to make an appointment with our Service Director to go over everything and check the engine light issue.  We stand behind our work.  We will provide a loaner when the customer brings in the vehicle for service. Thank you.

  Customer response

  03/13/2023

   
  Complaint: 19394775
  
  I am rejecting this response because: i don't feel Comfortable to bring my car in to  an establishment that believes in misogynist values i have a lack of confidence in their work due to this last experience there for my previous request for a refund in the amount for $4,047.50 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Turned in documents to get Warranty refund 7/01/22 and I still have not received a reply. Calls have been made to the business as resent as 9/28/22 and still no reply. I was ensured that my warranty would be returned.

  

  Business response

  09/29/2022

  I called the customer immediately after receiving the complaint.  The service contract has been cancelled. A check will be sent to his home in the amount $2358.89. Thank you. 
  Mandy

• Initial Complaint

  05/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Gurnee Jeep Dodge ran my ******** hard inquiries without my permission after we specifically asked to run it 1 soft inquiry. They denied me a copy of the signed paper work the day I signed it and left without any copies after many different copies were signed then stopped because of mistakes, wrong rates, added costs, and not agreed upon changes. Then given a copy on a thumb drive days later. They stove piped 2 vehicle loans with different financial companies on the same day after promising better interest rates verbally but not following thru and just pushed deals thru to get me in the vehicles and out the door. They treated me poorly, mentally beat me up until I was exhausted and felt after credit was ran down I had no other options. Prices and added warranties changed. Advertised prices were not honored and the entire experience was horrible.

  

  Business response

  06/03/2022

  Our apologies, this complaint was answered last month. When a dealership sends applications to more than one bank, the banks are competing for the loan which lets car dealerships help their customer find the best loan terms without having a negative impact on the customers credit score. If the customer is  shopping for an automobile within a short term say 14 days all the inquiries are counted as only one for scoring purposes. As far as the paperwork, we will be more than happy to give any paperwork requested in lieu of a thumb drive. We tried to get a lower rate, unfortunately we could not. We dont determine the rate the bank does. The explanation of the credit inquiries can be found on line as well. Thank you 

  Customer response

  06/10/2022

   
  Complaint: 17247038
  
  I am rejecting this response because:I was told the soft credit pull on May 4th would not even show up on my credit report. However, my credit report for TransUnion shows 7 HARD inquiries on May 4th and 4 additional HARD inquires on May 7th. The main issue here is I did NOT authorize anyone to pull my credit on May 4th and was given misinformation about what would be done.
  
  Sincerely,
  
  *******************************

  

  Business response

  06/23/2022

  Unfortunately, there is a process of running credit when a vehicle is being purchased. This customer purchased two vehicles.  Our finance director **** tried to get a lower rate for the customer. The rate was not wrong, we were trying to get it lowered. This was fully explained by **** to the customer. All paperwork is given to the customer via a hard drive or paper. A couple of the banks were pending an approval. We don't decide on the rates, the banks decide.  We would be more than happy to go over the pricing with the customer.  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. ↩