ComplaintsforNaperville Chrysler Jeep Dodge Ram

• Initial Complaint

  07/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They have had my 2 year old heavy duty work truck for over six weeks, for a bad starter. I know COVID has changed thing. What has not changed is the ability to get a delivery date, even if you don't know when, then the answer is "I don't know".. Since day one they have simple lied to my face. First, they said it should be a few days, then a week, next they received the box and it was empty (I wish I was making this up), then they actually said some dates July *****. This morning, 7/12 I received an email saying they currently do not have an ETA on the part. Meanwhile I'm still making timely payments for a 2 year old heavy duty work truck that I can not drive and I'm also paying for alternative means of transportation. I wish you all a better day

  Business response

  07/14/2022

  Vehicle has been in our service department since 05/20/2022.

  We are waiting on a back ordered starter to arrive from the manufacturer. Unfortunately, the most current information from them is amid July shipping date.  I have been in contact with ******** at the customer service line and she has tried to expediting the part to us with no success as of today.

  We will install the starter as soon as we receive it and return the vehicle to the customer at that time.

  We will keep customer updated daily until part arrives.

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

  Service Manager

  Customer response

  08/01/2022

  This matter has not been resolved in any way what so ever. My truck is still sitting at the dealership. Im still making timely payments and paying for insurance on a vehicle I can not drive, while also paying for alternative means of transportation 

  
  

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

  
  

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

  684 ******************************************************************************************** STE. 200A

  Business response

  08/03/2022

  Naperville Jeep has been sold to Castle Cars of Naperville.  The customer's vehicle is now being serviced at that dealership.  Please contact someone there for further assistance.

  Unfortunately, I can no longer be of assistance with this vehicle/customer.   I am no longer the contact person for that dealership.

  **********************************;

   

  Customer response

  08/05/2022

   
  Complaint: 17554521
  
  I am rejecting this response because:
  This does not help. Please contact the correct person at Castle of Naperville 
  Sincerely,
  
  ***************************

• Initial Complaint

  05/16/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On May 14, 2022, I purchased a Jeep Renegade from Naperville CDJ. On May 13, 2022, I had contacted the dealership about availability and price of the Jeep. ************************* emailed me with a price of $34775, not including tax, title, license and document fee. Once I agree to buy the Jeep, they say the price is $37275 before tax, title, license, and document fee. I show them the email from ***** with the quoted price of $34775 and am told by my salesperson, *************** that they can charge whatever they want and could have added up to $25000 to the price. I feel I was lied to by *****. The day he emailed me the price of $34775, we also spoke on the phone and there was no mention of a price increase. On May 15, 2022, I did email CJ and *****, but have not received a response to my comments on the pricing. I want a price adjustment of the $2500 plus tax for the overcharge between what I was quoted and what the dealership charged me. I do love the Jeep I purchased, but I do feel cheated and treated very poorly by the Naperville CDJ staff.

• Initial Complaint

  03/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought a 2021 Jeep Cherokee back in May 2021. Ive been having issues when my iPhone is connected to CarPlay. When making or receiving a call and then disconnecting from the call the car radio no longer works. You can hit any button and nothing will work. Ive been trying to get this issues resolved for several months. I brought the car into the dealership back in Oct 2021 with the issue and they apparently did a software upgrade. When picking up the car I drove just out the parking lot and the issue occurred again. I brought the car back and a service advisor (****) and a tech looked at it and stated a new radio needed to be ordered. I waited for several weeks for someone to call me from dealership informing me that the radio is in. Needless to say no one contacted me and when I called someone in the parts **** stated there was no radio ordered for me. This was after several attempts in trying to get information. I then asked to speak to the Svc Director and he informed me the radio that was ordered was sent back due to me not getting the radio. Stated I never received a call it was in. Another radio was ordered. Radio was installed this past Feb. issue is still unresolved. Stated they couldnt replicate the issue even though I brought car in with issue. I had to go to dealer and replicate the issue. Was told to bring car back this past Monday. Still not fixed. Stated they have opened a Star case with Chrysler last week. I picked up my car this past Monday and have called and sent email asking for next steps on getting corrected. No response. No one will ever call you back from dealer as I needed to call several times to get updates.

  Business response

  03/04/2022

  The service director ************************* spoke with **************** earlier this week and told him that there is no fix for the issue at this time.  **************** understood and agreed to keep ****** updated on the radio issues.

  Customer response

  03/08/2022

   
  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.  I feel the dealership should keep me apprised of the issue since they are the one's that have opened a star case through Chrysler Corp for the issue and will be receiving the information from Chrysler with regards to this matter.  I feel as the customer I shouldn't be obligated to keep following up on this matter. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was told they had fix the starting problem with my 2018 Jeep Cherokee only to have it not start at a critical time 50 miles from my home. I had the vehicle towed to another dealership who reviewed the issue and found no work done as described from the invoice given to me from Naperville CDJ. I sent an email with the evidence to Naperville CJD. I did not get a response back from that email. I called the service director left a voicemail and still have not gotten a response. I want a refund for the charges of the service they failed render at the very least.

  Business response

  02/22/2022

  On 02/18/2022 a check was issued and mailed to ************** for a full refund of the amount that he paid for the repairs at Naperville Chrysler Jeep Dodge Ram.

   

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

  Service Director

• Initial Complaint

  01/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is against chrysler jeep dodge ram in naperville il..i hve an appointment on last wednesday i.e 19 of jan they scheduled it cos they couldnt able to solve the problem cos they said they dnt hve labor on saturdays i.e last oil change..b4 this i already told abt the problem...this problem started since they changed the break fluid and rotated the tires...whn i went on 19 of jan associate dnt wanna look in the system and he told that thrs an inspection fee to check the car..i left and im filing the complaint about it and also my car is jerking since they do fuel ejection service recently...i thot my car ll be smooth n long lasting after spending money on these things..but its opposite...i want thm to look into n inspect it without any fees or charges.....they hve all the details in thr system since break fluid change car is not smooth .making grrrrr noise frm front...and after they fuel injection service the car is jerking...so i need a resolution on this ..its 2017 chrsler pacifica...

  Business response

  01/31/2022

  ******************** can call the service director, *************************, by email and schedule an appointment for his vehicle.  We will run diagnostics on the vehicle and if it is related to the prior work that was done by our dealership, there will be no diagnostics charge.  If however, it is not related, there will be the standard charge for diagnosing the problem.  

  ***************************** email address is:

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

• Initial Complaint

  12/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently purchased a leased jeep from the dealership, I was driving it and the jeep had a "death Wobble" which is what the dealership called it. They stated it was going to be an easy repair and it was a recall. The issue I'm having they had originally said it was going to be a few day I am going on over a month and a half and I still don't have the jeep back. They stated they are backordered on parts which I understand but I'm told parts have arrived and I should be able to pick it up within a few days. I later don't hear back and again they are still waiting for parts. The issue is I am having to pay for the car note plus insurance. They also booked a rental for me which is supposed to be all expenses paid till I receive my car back. But I am being charged for the rental as well. I have attempted to call the dealership and the rental facility and no on is responsive.I'm still being charged for the rental. I was wondering if this breaks the leased jeep contract I signed. They now do not have an estimate date as to when I will get the jeep back. Meanwhile im still paying for a car im not driving, insurance, plus a rental. Thank you

  Business response

  12/22/2021

  To whom it may concern.
  
  This vehicle has had backordered parts which have since arrived as of 12/20/21. The repairs take several days to complete . Being as we are nearing end of a holiday week we have a an estimated completion date of 12/29/21 with potential to complete sooner. Being as the vehicle is a brand new vehicle with bumper to bumper warranty coverage, there should be zero charge of a rental to the customer. We will advise the customer of the same notion and will call the rental company to ensure no charges are incurred. The customer will be informed as soon as the vehicle is complete.
  
  Thank you

• Initial Complaint

  12/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped off my car to be serviced for my appointment the night of **** for my appointment Friday morning ****. They did let me know that they were a bit behind but they will contact me to keep me updated Friday comes and goes and I get zero phone call. Saturday comes and goes and I tried to contact the service department multiple times during different times and All my calls were unanswered. It is now Monday 12 Dash 13 and they still have not looked at my car nor do they really have an estimate as to how long I will be carless for. They apparently cant assist me with a rental car just a discount for a rental car through enterprise which makes no sense because at this point they should be comped. I have been carless since Friday and needing to figure out right situation and spend money out of my pocket just to get to work sense they cant be courteous enough to even give me a timeline when my car will be done nor a phone call because I had to contact them. This isnt a cheap service so now Im spending way more out of my pocket and they are unwilling to assist me with a rental car assist me with comping my out-of-pocket expenses or even a discount. They said my car would be ready in 24 to 48 hours which was no big deal I am typically off on weekends but I was expecting my car to be finished Saturday since the service department is open on Saturday and they couldnt even be courteous enough to give me a phone call or even answer any of my phone calls. Now they are claiming that they dont count Saturdays and Sundays as a 24 to 48 hour window that I was told which doesnt make sense as they are open on Saturday to service vehicles.

  Business response

  12/22/2021

  To whom it may concern
  
  The vehicle has since been complete and returned to the customer.
  
  Thank you

  Customer response

  12/22/2021

   
  Complaint: 16361100
  
  I am rejecting this response because:

  this is not a resolution to the problem. They just replied saying the job was completed. The job getting done was not the underlying issue. The problem was the fact that they unnecessarily held my car in their parking lot for 4 days before the car was even looked at, and this was done for no reason when I could have had the vehicle for those 4 days. Instead they held the car and I was forced to find rides, inconvenience multiple people and even had to pay for rides when all of this could have been avoided due to the job clearly being able to be completed in one day, as it was. If the car was not going to be looked at for 4 days, then say that and allow me to come back 4 days later to drop off the car and the job can be completed, not whenever the dealership decides they want to look at it. It was inconvenient and only added to the expenses of the repair and it could have been completely avoided. 
  
  Sincerely,
  
  *******************************

  Business response

  01/17/2022

  We would be happy to reimburse ****************** for the rental vehicle expense he incurred while waiting for his vehicle to be serviced. We would just need the rental invoice with proof of payment.

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

  Naperville Jeep

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