Complaints

• Initial Complaint

  01/31/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When it rains water is seeping into my vehicle on the passenger front side. I called explained what was going on. I took my vehicle in for that repair and to have my engine cleaned as the service person did not have the oil dipstick all the way in and oil spilled all over my engine. Berman Jeep had my vehicle for approximately 3 weeks for repairs of the water seepage. The service manager stated they had to send my vehicle out to the body shop they use for customer repairs as they could not see where the water was coming from. This body shop tampered with things in my vehicle that they had no business touching, they also left another customer's key fob in the back of my vehicle, once my vehicle was returned back to Berman Jeep, they called to tell me my vehicle was ready the problem was resolved. The next rain we had, the problem occurred again, it has occurred several times since they allegedly made the repairs. I called to try to get my vehicle back in to be serviced. The service manager and I agreed we would wait until after the holidays since there was no effort in getting my vehicle in before that after several phone calls. I was told the previous service manager was to contact me, but he didn't. I have called and left several messages after the holidays are over and I still can't' get a return call or a call telling me to bring my vehicle back. Today is January 31st, it has been raining all morning and I'm sure I will have seepage in my vehicle today or tomorrow.

  

  Business response

  02/03/2025

  Hi, 

  My name is **** ***** and I'm the new service director at Berman CDJR. I am sorry to learn about your experience and would like to schedule a time to diagnose the vehicle so we can find this apparent water leak. Please call me at ************ so we can schedule a time and date to diagnose and repair your vehicle. 

  Customer response

  02/18/2025

   
  Complaint: ********
  
  I am rejecting this response because:
  COMPLAINT # ********
  
  Hello my name is ***** *******, I'm replying back to your email as my complaint was closed due to non-response from me.  I didn't respond because I can't say I'm not satisfied with the outcome as the dealership still has my vehicle.  I dropped my vehicle off on February 7, 2025 and I have not heard anything from them since.  I was told I would receive a call this week with an update but I have not received this call.  The lack of communication was part of my complaint and there's still that lack of communication from them.  
  
  I'm requesting that you please reopen my complaint (********) as I am rejecting the response from the business. To date, there has not been any resolution or response to the problem. I've attached the photos which were attached to my original complaint.  If you have any questions, please feel free to contact me at ************.  
  
  Again, I am rejecting the business response and request that my complaint be reopen until the problem is resolved or if further escalation is warranted.
  
  Thank you,
  
  ***** *******
  Sincerely,
  
  ***** *******

  

  Business response

  02/18/2025

  To whom it may concern,

  ***** brought her vehicle in on Friday, February 7th. We performed  a diagnostic to address her water leaking into the cabin concern. We worked directly with ********** and found that the vehicle had a bad seam seal from the factory. Per the manufacturers recommendations, we applied seam sealer to the affected area, retested, and found that the vehicle was sealed and no longer had water intrusion into the cabin. During the duration of the repairs, we placed ***** in a rental vehicle and covered the expenses. When ***** came to pick her vehicle up, she was dissatisfied with the repairs and became argumentative, verbally abusive, and extremely unprofessional. We will no longer accept her business in the service department and request that she finds another dealership to perform future services with.

  Customer response

  02/19/2025

   
  Complaint: 22883621
  
  I am rejecting this response because:
   
  Complaint: 22883621
  
  I am rejecting this response because:
  
  The repair job was a patch job and that is unacceptable, 
  If the manufacturer dated to seal it, I know they didnt mean to slap some goop on it gnat may or may not work. **** stated the the issue is a defect and so the defect should be repaired properly. Berman was paid twice by the warranty company to repair my vehicle and that was not done. If I have to go to another dealership, Berman should have to reimburse the warranty company which I will be reaching out yo as well. I want my vehicle repaired properly or replaced. If this doesnt happen we will go to arbitration and/or court. Another note, the disrespect **** portrayed towards me as an African American woman is also unacceptable. 
  Sincerely,
  
  ***** *******
  Sincerely,
  
  ***** *******

• Initial Complaint

  11/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car into the dealership because the engine light came on Sept 23, 2024. Here it is Nov. 7, 2024 and I still don't have my jeep back. The **** is still under warranty but the dealership is trying to say that the warranty company is not going to pay for whatever is wrong with the jeep. It's a big disagreement with the dealership and myself because they trying to get me to pay for something the warranty company should be paying for. They are asking me to come out my pocket with ***** dollars. I should not have to come out my pocket with this kind of money when the car is still under warranty and a extended warranty. Please help! Thanks in advance!

  

  Business response

  11/08/2024

  Hello,
  As you can see in the email provided by the client, we have been in contact with ******* and are working towards getting the engine replaced per the terms of her warranty.
  The diagnosis process as requested by the warranty company and per her contract had to be authorized by the client prior to the warranty company accepting liability.
  On Oct 8 the customer approved $1077 tear down time and knows that is + warranty claim deductible + spark plugs + tax. This information was understood between both parties. Upon diagnosis, we found that the engine needed to be replaced. The warranty company elected to send out an inspector to verify our findings. On Oct 14th the inspector came. From that point, the warranty asked for maintenance records from the customer. 
  We waited for the records until Oct 23rd. We were again requested by the warranty company to perform additional inspections and to send the findings to them. As of Oct 30th we were still waiting for an answer from the warranty company. 
  On Nov 7th we called the customer and presented her with the numbers that were given with the authorization.
  We have explained to her that the aftermarket warranty company ( non factory ) is sending us the engine. The warranty company is not willing to pay the additional labor that it takes to transfer parts from the existing engine to the one they send us. There will be additional labor that unfortunately will be the responsibility of the owner.
  At this point, we are working very hard on her behalf to get the warranty company to pay for the additional costs. We are also going to adjust our own pricing to assist and have reduced the out of pocket expense however, we can not take a loss either. 
  The customer was presented with the new adjusted cost today. We will continue to fight the warranty company and try to reduce even more if we can. 
  
  

   

  
  
  

  
  

• Initial Complaint

  07/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a car sometime last year. I found out that I did not care for the vehicle which is a Dodge Durango 2018. Within, my 30 days I contact the dealership to Inform them my concerns and Stated that I wanted to give it back. They told that I could not give the vehicle back and then I had to keep it every since I have had the vehicle I have been having problems with the vehicle, I contact the seller and the owner of the business letting them know my concern and it was disregarded as a Friday July 5, 2024 the vehicle began to start smoking and going crazy on the expressway leaking fluid and making a loud whining noise as I am expecting and it concerns my health and unborn child. I called the dealership as I pulled over on the expressway to let them know the concerns that Im having with the vehicle. They did not send me a tow truck. I called my insurance. I was not able to get a tow truck so I had to try to drive the vehicle to the dealership, the sellers were rude and disrespectful so I left the vehicle there to get service because now I am trying to make a trade by going somewhere else. I am still not acknowledge. They did not have a rental for me and I have a rental in my warranty. They are trying to make me make a trade with them as I do not care for the dealership and do not want to make another purchase with them. They told me that I can keep the vehicle there, but I will not be getting any money for the vehicle and I will have to just take the loss. I have gotten the truck service there on multiple occasions. As stated yesterday, I was informed that when I went in for my oil change, I was supposed to have gotten other services that were not mentioned to me so I did ask the maintenance person to put that in my records so that I can have documents of proof that the things that are going wrong with the vehicle now were supposed to mentioned because of the mileage. so that the vehicle can get serviced the proper way before this issue had occurred.

  

  Business response

  07/10/2024

  Please contact our Service Director JD at ***************************** or by phone at **************

• Initial Complaint

  03/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My check engine light came on and I took my Vehicle (2018 Jeep Grand Cherokee with ****** miles) in to the Berman Dealership in ******** Illinois on 2/21/24 for repair; coolant was leaking into the right cylinder head and they needed to replace that gasket (they also found that the right bank intact cam shaft was worn and needed to be replaced while doing repair), there was also a small evap leak noted at this time and a new purge valve hose was installed. The total cost of the repair was $4,466.67. I have been back to Berman's at least once a week since this repair due to the check engine light coming back on; see supporting document with timeline of events. Since the original repair they have changed a leaking water pump free of charge, and the #4 fuel injector which I paid $456.06 for. My check engine light is still on and I have no idea what the next repair needed will be. I had to rent a car on 3 separate occasions and I am currently driving a rental car that the dealer provided. Although the Jeep is past the 5-year warranty its is under the ****** miles. ** my opinion I should not have all of these issues with a relatively newer vehicle. I am not sure if there was a preexisting issue with the car that could be contributing to this, but I am highly unsatisfied with the events that have occurred and hoping to get some resolution. I have spent well over $5,000 including the repairs and car rentals thus far. At this point, I am not sure that they know what the issue is and are charging me money to fix parts that do not need to be repaired.

  

  Business response

  04/08/2024

  We spoke last week with *********, and she is aware of what is happening with her vehicle in the service department. She currently has a loaner car. Our contact at Chrysler is working on good will repair for her vehicle. We will take care of this if they are not willing to cover the costs.

  Customer response

  04/15/2024

   
  Complaint: 21505910
  
  I am rejecting this response because:  Sorry for the late response. I have not received my vehicle back as of yet. I spoke with *** at the dealership and he stated that they are going to perform the repairs needed and I should have the vehicle back within a week or two. I did not want to close out the case until I verify that the vehicle has been repaired and I do not have any other issue with the check engine light coming back on. 
  
  Sincerely,
  
  ***************************

  

  Business response

  04/26/2024

  We are going to be handling this, per our previous conversations. The parts have arrived. We will have your vehicle completed by next week. Please keep driving the courtesy rental vehicle we are not charging you. Thank you.

  Customer response

  05/02/2024

   
  Complaint: 21505910
  
  I am rejecting this response because:
  
  I was told the vehicle would be ready last week but just received an email stating that the vehicle would not be ready until next week. The dealership has had my vehicle since 3/28/24 and has yet to do the repairs. I appreciate the no charge loaner car but would not like to close out the case until I receive my vehicle back and I can verify the repairs are made correctly. 
  
  Sincerely,
  
  ***************************

  

  Business response

  05/06/2024

  Hello, we're on pace to have the vehicle completed this week. Thank you for your patience. 

  Customer response

  05/15/2024

   
  Complaint: 21505910
  
  I am rejecting this response because:

   

   

  Good afternoon, 

  
  

  The dealership still has my vehicle, I would not like the case closed until I have my vehicle back and I can ensure that it repaired correctly please. 

  
  

  Thank you. 

  
  *************************************************, BSN, CGRN
  Assistant Clinical Manager, Endoscopy Services
  Advocate ****** Medical Center
  ******************************
  Oak Lawn, ** 60453
  O: ************ (internal: 40-0273)
  
     

  

  Business response

  05/16/2024

  The vehicle was picked up this morning. 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

  03/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I pulled to the entrance today March 6th 2024 they told me to pull to the red line. I sat at the red line for 5 minutes with people walking past. Some fool with rolling luggage spoils past my car and bumped into it which prompted me to get out. I stood at one counter waiting to be told what to do but the employees acted as though they didn't see me. I stood at another counter and experience the same thing therefore I stopped one of the technicians that was walking past. I told him how long I was sitting there I told him someone bumped into my luggage and that I wanted to get my car out of the way. He told me that he was a technician and that I would have to stand in line and that my car getting bumped was random. I then waited at a counter that had no one behind it after a minute or two a Mexican female walked up with ******* and a ***************. She sat behind the counter and literally began to eat and drink as if I was not standing there at all. I was so shocked and disgusted that I waited to see just how long she was going to display this god-awful Behavior. After another 2 minutes a Mexican employee with a box in his hand came to the side of her counter and they started speaking in Spanish all while I am standing there. I then noticed a counter with no one in line so I went to it and spoke to the employee that was there. I told him what happened and I asked him if he observed it. he replied "yes I saw her ignore you and that is not how we do business here". Absolutely disrespected frustrated and borderline shocked I asked him to speak to a supervisor. I also told him i would not spend any money with them because of the treatment. I asked to speak to a supervisor. his name was *****************. I told him I felt as though this happened because I am a black man. ***************** told me "it couldn't be because youre black because we have a black guy working right here" as he pointed to an alleged black man that was at the first counter. I told him he didn't speak to me either.

  

  Business response

  04/08/2024

  Our General Manager *********************** will reach out to provide a gift card to rectify this. *********************** email is *********************************** and he will be reaching out. 

  Customer response

  04/14/2024

   
  Complaint: 21394500
  
  I am rejecting this response 

  This complaint is 2 months old so you don't have to do me any favors by responding to it now with trinkets. What I suggest you do is put out a sign or disclaimer saying that the black man's money is no good there. Apparently racism still exists at your location. 

  Thanks for nothing

  
  

  

  Business response

  04/26/2024

  Sorry you feel that way, but clearly not the case. If you have any further questions please reach out to our General Manager *********************** at ********************************** Thank you. 

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had n accident on 12/09/22 and I had my truck taken to them for repair, progressive paid for the repairs and now. They had my truck for 3 months and its only been 6 months since having my truck back and it is doing the same thing as it was doing after the accident. I was told that I have a 2 year warranty on the truck for these repairs, but they are not trying to fix my truck and charge me almost $200 an hour for labor and Im telling them that it is doing the same thing as before and it needs to be looked at and fixed immediately. This woman name ***** is telling me that she cannot diagnosis my truck for free and that I would have to get back in touch with progressive whove already paid for the truck to be fixed and its not right. I dont think I should have to pay anything if you guys fully rectified the problem and its doing the same thing. So Im just here trying to get my truck fixed before I move to ******* and this is delaying me. I would have never spent money with this company, if I ever thought they would do something like this. I purchased my truck from here in 08/2020 Ive never had an issue when the company used to be called Mancaris. Allot of the people that used to work there do not anymore and the person who was the service advisor name ************************************** does not either so Im frustrated that Im being treated like this.

  

  Business response

  11/03/2023

  Hello,
  
  From what we can tell based upon the vehicle history, it appears it had rear body damage which was repaired through the customer's insurance company earlier this year. Now the vehicle was towed in for a "no start" condition. ************** found that the alternator is not charging which caused the battery to be dead. There is no correlation between these 2 visits.

• Initial Complaint

  10/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had this car less then 1 year before it start having problems Radio went out Axis on both side went out Transmission went out

  

  Business response

  10/24/2023

  You spoke with ***** yesterday our General Manager. You purchase this vehicle under *******, and it was a used 2012 with ****** miles. *** transmission was replaced elsewhere, and needs to be done elsewhere and get worked out. We are now Berman Chrysler Dodge Jeep Ram, and we're not able to assist further. 

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They sold me a used car that after only owning for a month went in and needed a tune up, new brakes, had a faulty battery, needed a new fuel pump, needed new suspension. And now after only owning the vehicle for just over a year needs now a new transmission line, a new window motor, has a power control module going bad. This is ridiculous that a dealership can sell a car that has this many problems with it. They should not be allowed to be in business or selling cars if this is how they conduct business.

  

  Business response

  10/13/2023

  Hello,

  You purchased a used car with ****** miles and put over ****** miles on the vehicle. We had a conversation previously regarding the maintenance that was declined. We would be more than happy to get you into something that would be better suited for you. Please contact our General Manager *********************** at ********************************** if you have any other questions. 

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They held our car from 1/4/23 to 1/27/23 to do warranty work on our Jeep. They promised ** a courtesy car and never gave us one. They failed to fix the car properly and when we brought the issue to their attention after the car was home they told us they couldn't do anything for over two weeks.

  

  Business response

  02/13/2023

  ************************, thank you for all the information. We apologize for what happened, as ***** is no longer with our organization. 
  *********************** the General Manager will resolve this issue, please contact him if you need anything further.
  
  

  Customer response

  02/15/2023

   
  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

  09/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Iplaced my vehicle in the repair shop at ******* Chrysler on april 7, 2022 and was given a repair completion day of 4-22-22.my vehicle remained in the service department unrepaired until august 4,2022 upon picking up my vehicle my engine light was on my windshield washer fluid resevoir was completely dried out and when I informed service manager *********************** he brought mechanic outside to fill resevoir after which all windshield fluid ran right out unto ground, which they discovered the hose was rotted and carosive and busted due to sitting for several months, I also discovered a pair of needle nose pliers wedged under the hood of my hood left by the mechanic, I was told by ****************** that the engine light was on due to the computer needing to be reconfigurated, and to bring the vehicle back, I also noticed upon arrival Home that my rear tire was flashing 0 and Iimmediatly phoned the service department and informed them of this along with the fact that my temparature in my vehicle was 99 degrees and that my gear shifter was still sticking and the car was driving very rough,there was over $4000 worth of repairs made to my vehicle under the warranty, and the issues that I brought my car in for the hood not staying closed, the gear shifter, the driver door lock switch and the ac not working properly and the battery in my key needing replacing.and as suggested I took my vehicle back to the now Berman chrysle on august 12, and several hours later the mechanic showed finally taking my vehicle in but due to my disability with my legs I spoke with the new service director ***** who had someone drop me off at Home while repairs were being addressed I later received a call from ***** stating there were issues with the phones at Berman Chrysler and when he reached the warranty department he would contact me on monday he called stated parts were approved to date I'm still waiting, and work done on car for 3 months include issues that i'm currently incurring.

  

  Business response

  09/23/2022

  ***************** returned August 12th 2022 for service on her 2011 Dodge Nitro. She stated the vehicle had repeated concerns 1) A/C blowing warm air, 2) Tire pressure monitors not reading tire pressures and 3) Check engine light was on. After promptly inspecting her vehicle we found her vehicle's Throttle Body in need of relearn which was done the same day, a faulty A/C Evaporator leaking and Tire pressure monitor faulty (internal failure). Parts for ******************* 2011 Nitro were on back order due to the age of her vehicle but recently arrived 9/19/2022. ***************** was notified and an appointment was scheduled for Tuesday September 27th 2022. 
  
  
  
  
  

  Customer response

  09/26/2022

   
  Complaint: 18045905
  
  I am rejecting this response because:

  the repairs that are forthcoming are repairs in response to issues that were to be addressed when my vehicle was placed in the service department where it remained for over 3months, and being informed via phone communication that the issues that now exist and were brought to the service department prior to the vehicle being driven off the property, that those would require my leaving my vehicle in service for a period of which I fear will result in other issues or damage and the prospect of having to pay yet an deductible on work that was to have already been completed and yet here we are! I simply do not possess the level of confidence that my vehicle warranty customer service has demonstrated when they approved work that obviously was incomplete or inadequately performed.

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

  

  Business response

  10/12/2022

  Good afternoon,
  
  
  1.) The A/C is not a "repeat" concern. The last repair made to this vehicle's A/C system was on 7/17/2020 (*********). At that time, the A/C condenser was replaced. This visit the vehicle needed to have the A/C evaporator replaced.
  2.) This vehicle has never had the tire pressure monitoring system worked on (********* or Berman).
  3.) The vehicle is currently here to have the check engine light diagnosed. Unfortunately, until a technician diagnoses this concern, I am not able to say if it is related to her prior cylinder head repair or not. This concern should be diagnosed by tomorrow 10/12/22.
  
  
  I understand ********************* concerns, but the vehicle is now 12 years old with roughly ****** miles on it. ***************** does have an extended warranty through MVP (Mopar Vehicle Protection), but due to the age of the vehicle parts are not going to be as readily available as a vehicle that is 1-3 years old, if those parts are even available at all.  

*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. ↩