ComplaintsforFletcher Chrysler Dodge Jeep, Inc.

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They are terrible at customer service. They take so long to complete any task. My whole ordeal started on March 11th. I dropped my truck off on March 22nd. They did not get my truck completed (allegedly) until May 30th. Yes, they did give me a courtesy vehicle. However this was after they told me my truck would be done in just a few days, then turns out it was going to be longer. Once I finally got my invoice, there was 27 total hours of labor. That was for the repairs I paid for and then for the repairs the insurance company covered. I say insurance company, because they advertise that as long as all of your maintenance is done there, that there is lifetime powertrain coverage. Which is deceiving considering it only covers internal powertrain, and as long as they want to get it covered. They had my truck for 68 days. When I asked about this, the Service Manager tells me that there was some time on getting approvals on the warranty repairs. Ok, I will give you two weeks for approvals. Then a week of repairs since the entire labor amount was 27 hours, we will round up to 40. That is 21 days. Long way away from 68 days. I had other repairs made a few years back, and it took 42 days to get my truck back. I am in the **************** field as well, and there is no way I would treat my customers this way. When I dropped the truck off I told them it was a head gasket issue. When they call to tell me what was wrong they told me no, that it was everything else in the coolant system. Then come to find out, it was head gaskets. Then they tried upselling me an engine replacement, rather than fixing the head gaskets. It wasn't until I told them I am not paying for this, it should be covered due to "internal" failure that they said "head gasket replacement is fine". I got to be honest, I am afraid of the repairs. They couldn't get the billing correct. Had part numbers billed on multiple sections at different prices. This was the worst experience ever.

  Business response

  06/18/2024

  This is in response to the *********** complaint:

  The vehicle came in with a known cooling issue that the customer stated he drove for 2 weeks, prior to calling to schedule the appointment.  

  We diagnosed and completed the initial findings at a discounted rate to him, he asked for a discount and we gave him the discount, we didn't have to, but in order to keep customer satisfied we did this.

  Once those repairs were completed, we were then able to do the required testing for the head gasket. We found that the head gasket was bad and due to the mileage and being driven with the customer knowing that it was overheating, we recommended that the engine be replaced.  Customer did not want to spend that much money and felt that it should have been covered under his lifetime plan.

  The lifetime plan, DOES NOT cover head gaskets, but because of his loyalality to Fletcher, we decided to pay for this head gasket repair internally.  This did not cost ************************** a dime, we didn't even charge him the $500 Lifetime deductible. 

  I really feel that a lot of this is a misunderstanding, because he was sent the internal repair order copy that showed what we charged ourselves for fixing the head gasket.

  I don't understand how he could expect to get a refund of $3600 when he approved $4000 worth of work.

  We repaired not only the head gasket but also the cooling system for the $3612.

  We are not willing to refund any monies to the customer as we have already paid for the head gasket repair and heavily discounted the other repair.

  Yours truly,

  ********* Fletcher-******

  Dealer Principal

   

  Customer response

  06/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  To be honest there will not be any resolution to this. There were false statements made in the dealers response. I have highlighted these and created an attachment to my response for each of the dealers statements. Please see the attached file. At the end of the day this will not be resolved due to the fact the dealer is not willing to admit to any wrong doing. They see it as helping me out by covering the head gaskets and deeply discounting the other repairs. In my opinion these are false as well. I was quoted over $3k dollars for the head gasket repair and the internal repair order showed only $840. Seriously discounted?!?!?!  I was quoted $4700 in repairs and paid $3600. So if I was quoted 4 times their internal cost for the head gasket repair, how deep of a discount did I really receive?
  
  Regards,
  
  *********************************
  

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2021 jeep wrangler with 2092 miles on September 26,2023 I am the first registered owner, from fletcher in ***********. Paid $62,307.66. In November of 2023 my hybrid system service light came on, and the vehicle began to shake every time driving. I called to make an appointment with the service department at Fletchers. My appointment was not until December 26. My vehicle has been in the shop since December 26 and is still there as of today the service department has had many attempts on fixing different issues on the jeep, including replacing the transmission, which neither one of attempts have fixed the vehicle. On February 5, 2024 I told the shop I needed to speak with someone about resolving this issue I started receiving phone calls and text messages from salesperson and *****, sales manager ****** and service manager/ owners husband *********************. Saying that they would either buy the vehicle back or give me a trade-in value on it. Then turned around saying I needed to open a jeep care case and make jeep buy it back. I have also been in contact with *******************************, the owner and she has apologize for the issue and saying she would make it right. This has been an ongoing situation with the Jeep refusing to buy back and now Fletchers, refusing a buyback or trade-in until vehicle is fixed. I was also told once vehicle is fixed, they would give me a trade-in allowance with them picking the new vehicle. I am not interested in purchasing another vehicle from them. I would like a full buyback. Jeep has a little over 4000 miles on it when I dropped it off at the shop.

  Business response

  03/04/2024

  Hello,

  ***************** purchase the 2021 Jeep Wrangler as a used vehicle from on 9/27/23.

  We do have her vehicle in the service center.  Because of it is an EV, we have to work with Stellantis to repair it.  Every repair that is done is what they have told and authorized us to do.  Our hands are tied.  I've personally been working with her to resolve the issue, but last week I received a cease-and-desist letter from her attorney stating that we can only communicate with her regarding repairs and future repairs.  I've attached a copy of this letter for your reference.

  We have Stellantis agreeing to provide some trade assistance, but 2 things have to happen.  1.  The vehicle has to be fixed and 2. It has to be a new Stellantis product.

  We can make an offer to purchase the Jeep back from her, but with the market changes, I'm afraid that she would take a considerably large loss.  At this point, I would recommend getting the vehicle repaired and maybe her attorney will have luck getting the vehicle purchased back from Stellantis.  They don't typically purchase used vehicles back, but there could always be a chance for this to happen. 

  I do not want to lose ***************** as a customer or a friend.  We've had a great relationship over the last several years and I wish to continue it, between her and ****************, they have purchased 12 vehicles from my dealership.  I appreciate their business, and this is the first time that we've ever had any issues with a vehicle.  

  We have provided her with a vehicle to drive while hers is in service at no charge.  I even paid 1 month of her Jeep Payment OF $1088.87, for customer satisfaction.  *********************, called her the other day to tell her we were going to pay another month, but we received the cease-and-desist letter and are legally not allowed to communicate with her unless it's regarding the repairs.

  At this point, I just ask for her patience while we get the vehicle repaired and see what Stellantis has to offer her.

  Thank you for your time,

  ********* Fletcher-******

  Dealer Principal

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle with this company last year and the finance ***************** conned me into the extended Warranty. He placed a sheet of paper in front of me and told me all these great things about what the warranty covered and told me some prices. So I specifically pointed to the middle column and said so all this you said that is covered is $576. He said yes. come to find out after I had signed all the papers and not paying attention to numbers before signing them there were I think 3 different warranty's added on there and the total came to 5grand. So after having the car a year later I have decided to cancel the warranty because I just don't want it. So when I called to Cancel it which it took like 4 times of leaving messages with people before I received a phone call back from ***** he asked me why I didn't want it I told he just because I don't want it and I just want to cancel it. He says Just because you don't want it? (Sarcasticly) I said yes. Which the warranty company has already canceled it and has notified them. He then goes to tell me I have to bring the car up there so he can see the actual miles on the vehicle which I did. When I got there there was a guy in the parking lot I told him why I was there and he said it would be like 30 mins because ***** was dealing with another customer. I said cant you just look at the miles and let him know so he did so a few more days go and I here nothing so I call back up there and ***** tells me I need to sign a form which I have already filled out already and says he cant except that one because he couldn't verify the miles that I wrote on there. So I asked him to send me the form to my email to resign a new one because I don't want to make that drive to them again its a ***** min drive for me and he goes to tell me he drives 35 mins there and back everyday witch I could care less and he says to call him back in 2 hours and he will try to send it to me through my email. So I reprinted the form filled it out with the miles the guy took down on it and scanned it to ***** email to make it easier on the both of us with mine and my mothers signature on it because the car is both or out names and I sent multiple emails asking if he needs anything else and I haven't received any messages answering my question. ***** it a sarcastic con man please beware of all papers you sign and pay attention to numbers. Mind you the miles only matter if you live in ***** so the miles don't matter anyways as I live in *******. All I want is my extended warranty canceled and my money that is owed to me refunded to me. The company the extended warranty is through said my policy was canceled as of 3/15/23 and that the car lot just has to send me my refund.********************* and *********************

  Business response

  06/27/2023

  Hello,

  We received the refund from the service contract company in May. 

  Since she financed the service contract with your contract, the refund must go back to the lienholder.  This refund check was written on May 31, 2023 and sent to the lienholder with a note to apply the funds to the loan on the Honda.

   

  I do believe that this should resolve the complaint.

  Thank you,

  ********* Fletcher-******

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