ComplaintsforTom O'Brien Chrysler Jeep Greenwood

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  my truck was serviced never made a single sound until after this service. Now there is an obnoxious ticking sound coming from the engine.Let me also update on the fact that I posted this review once, the portion below.BUT I removed it after ****, the sales rep had called and complained about my review. And told me to take it down so he doesnt get questioned by management about my negative review. It also took me 3 trips to the dealership to get what was supposed to have been done when purchased. But now its ticking. Only started this AFTER it was supposedly serviced by the dealership. I highly do not recommend ANYONE to buy from this dealership. The customer service I have received is complete garbage.Let me also state that whoever sits at the service advisors desk closest to the cashier window is a complete jerk. Attitude every single time Ive been in here theres been complaints from him about me even being there. Every single time he complains about the work Im promised from the sale.Love my new truck, but it is quite sad that I was told I'd get a full tank of fuel, a full tank of DEF, and that the truck would go through service and get detailed.The truck is a "clean" but it definitely was not detailed. There are chips in the console, crumbs in the side storage compartments. The floor mats were not clean either.I couldn't see the truck that well when I signed because it was dark. The outside was also filthy. The detail is supposed to be taken care of on Sept 25. We shall see.I came in on Monday the 18th to get DEF, I was told that the truck never even wen through detail. The mechanic said he didn't get the chance to get it through. It needs and oil change. Fuel filter changed, diesel particulate filter changed as well. I need this done the same day the detail is done. But now I do not trust that it will actually be done and in good faith.Absolutely a c*** dealership. From sales to service.

  Business response

  10/10/2023

  Our service manager spoke with ***** less than two hours after he sent us an email with the same information.  He is scheduled to bring his truck in on Monday so we can listen to the ticking noise that he is concerned about.  We have done everything that we promised we would when we sold this truck.

  Customer response

  10/11/2023

  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. 
  
  I am not accepting their response because a resolution has not been found and applied. I also do not appreciate a sales rep calling me and talking negatively towards me because I posted my review of the business. I also do not agree with we have done everything promised. It has taken 3 or 4 trips to the dealership. Keep in mind diesel isnt cheap. I shouldnt be having to waste my fuel without being compensated for it for their negligence in remedying the issues. I have never had such horrible service from a dealership in both the sales and the service department. This dealership doesnt care about their customers at all once they get their money from the sale of a vehicle. Until the vehicle is fixed and runs as it should run like it did when purchased, I will not stop. 
  
  Regards,
  
  *************************
  

  Business response

  10/16/2023

  ***** showed up this morning for his service appointment to address the concern he has about an engine ticking noise.  He couldn't wait for a tech to inspect his truck.  We are here to help if he is able to come back and wait for us to diagnose his truck or he can take his truck to any Ram dealership if there is another one that is more convenient.  

• Initial Complaint

  09/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had scheduled an appointment with the business to service my vehicle for 9/22/2022 at 8:15 am. Due to traffic I was late but arrived between 8:20- 8:30am. After I arrived I was checked in by a man named ***** who completed my write up and I explained that I wanted an oil change, brake replacement, and a wierd sound examined. By 8:30am I had handed my keys over with the expectation that my vehicle would be worked on.The first issue arose when I was told I couldn't wait at the dealership for my vehicle. Even though I had selected the wait option when I scheduled, I was told there wasn't enough room for me and was told to leave. I wasn't offered a shuttle nor a day rental and was essentially left stranded. I ended up walking to a local eatery at which I received an auto generated text explaining that my car was checked in and to text back if I had any questions.I was told at the time of drop off my services would take 4-5 hours. I patiently waited expecting a call or message if anything was wrong or when my car was ready. I went over 9 hours without communication from the dealership all the while still stranded. Eventually I was able to get a ride back to the dealership from a friend and when we arrived we discovered my vehicle sitting outside, with the driver seat window rolled down, my keys sitting on the dashboard, unattended. There were vehicle service tags both on my keys and the rear view mirror, indicating that someone had entered my vehicle. I went inside the dealership seeking an explanation as to why my vehicle was left unattended and if the services I ask for were completed. I was then informed that nothing I had scheduled for was done to the vehicle and there was no record of me dropping off my car even though it was sitting outside the dealership for over 9 hours and I received a text explaining the check in process was done. I have yet to hear from the dealership explaining why my car wasn't serviced nor that my vehicle needed to be picked up.

  Business response

  09/26/2022

  Thank you for your feedback, ***************  I will have our service manager, ***************** give you a call to try and make this right.  I apologize that we didn't provide you the customer service experience that you deserve.  ***********************, GM

• Initial Complaint

  06/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2020 Silver Jeep Gladiator to ********************* Greenwood originally for an engine tick. They had it for approximately 10 days and replaced a camshaft and some of the lifters because they didn't have all the parts and then gave it back to me knowing I would need to bring it back in when the parts arrived. They called and I dropped it off on the evening of Tuesday May 10th so they would have it the morning of the 11th. They have now had my vehicle for 44 days and are still working on it. They though it was a camshaft problem but are now replacing the engine. I still to this day don't know what is wrong with my truck, they never ever call and update me on anything. When I call they say oh yea it should be done next week and then I call next week and it's well now were going to replace the engine but were waiting on Chrysler to approve. Then it's they have approved it but now were waiting on the engine. Still not a single call to update me, I call every week on Wednesday to find out the "latest story". I called on the 15th of June and it was yep the engine came in Monday but my tech was in training but I will have him start it on Friday because he is finishing something up. I say okay at least I know it will be done soon. I don't receive a call (i'm shocked) so I call them on Wednesday the 22nd and the first guy says it's with my tech but I will have your advisor call you back (he didn't call) so I call back a couple hours later and talk to the service manager who says "yea sorry my guy got hung up on something else but I will get him right on it". They have had the engine for 10 days after having my truck for 34 days at that time. I have spoke to my advisor, the service manager and the manager of the dealership and everyone is sorry and everyone is going to get right on it but they have had my truck for 44 days and there is nothing I can do about it. If you value your time and you want someone that will keep you updated then be very careful.

  Business response

  06/24/2022

  Thank you for your feedback ****.  I apologize for the delay and lack of communication.  With the volume of shipping and parts delays, we are repairing cars based on the date that they were checked in to be fair with our customers.  We don't like these extended delays any more than you do.  Our goal is always to fix your car right the first time and in a timely fashion.  We know our customer experience depends on this.  Feel free to call me if you would like to discuss further.  ***********************, GM      

  Customer response

  06/29/2022

  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. 
  
  There is no resolution, they just keep telling me my car will be fixed but it never is. They have had my truck for 49 days, how many vehicles have they had longer than that? The engine for my truck has been in their possession for 16 days. This is not even close to acceptable. They told me it would be done yesterday 06/28/22, it wasn't done and they didn't call to let me know anything so I called today and it's still not done.
  
  Regards,
  
  *******************
  

  Business response

  07/01/2022

  Customer picked up his Jeep on June 30, 2022.  

  Customer response

  07/06/2022

  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. 
  
  I did pick my truck up but the fan seems to be very loud and one of the halos on my passenger headlight isn't working. They told me ahead of time about the headlight and I told them it worked when I took it in but they said they tried multiple times to fix it but couldn't figure it out so now I am going to have to pay someone else to fix it. I also need to get the fan looked at because it is much louder than my friends Gladiator or my wife's wrangler.
  
  Regards,
  
  *******************
  

  Business response

  07/08/2022

  I will have our service manager give you a call to address your concerns.  You can call or email us directly instead of using BBB.  It will be quicker and more effective.  Thank you.

  Customer response

  07/12/2022

  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. 
  
  They are just trying to make the complaint go away. I can't imagine ever letting them touch a vehicle I own ever again. The complaint should stay as they never resolved the issue. We are at an impasse at this point.
  
  Regards,
  
  *******************
  

  Business response

  07/13/2022

  Our service manager said that he talked to you on Monday about addressing your concerns.  If you choose to bring it to another dealership, I understand but please know that we are here to help.  Thank you.

  Customer response

  07/20/2022

  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. 
  
  I spoke to him but I don't trust taking it to them to repair. Even after complaining to the service manager twice and the branch manager once they still failed to communicate about the status of my vehicle. I had to call in and I talked to three different people and got three different stories about the status of my truck. They took 12 days to start working on my vehicle after they had the new engine block. It was almost like they made me wait on purpose to punish me for my insubordination.
  
  Regards,
  
  *******************
  

  Business response

  07/20/2022

  I apologize that the repairs took longer than expected.  We always try to get every customers car fixed as quickly as possible.  It does ** no good to make anyone wait longer than necessary.  Please give our service manager, ***************** a call if you have any questions or want us to address your concerns.  Like I said previously, we are here to help.  

• Initial Complaint

  06/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went in to inquire about a vehicle and gave all my personal information. The sales agent never reached out to advise me on price of the vehicle. The sales again was hostel in person and via phone. He gave demands and tried bullying into purchasing a vehicle when I explained my financial situation. Im choosing not to be in debt and wanted to make a smart purchase. He was not helpful and didnt try to negotiate with me at all. He was extremely rude.

  Business response

  06/14/2022

  I have reached out to our staff to learn more details and we have no records of this customer visiting our dealership or providing their credit application.  We would be willing to see if we can assist customer with purchase of vehicle. They should reach out to *********************** ************************************** ************ if we can be of assistance.

  Customer response

  06/16/2022

  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. 
  
  [My credit application was ran 6/9/2020 and it shows on my credit report. I spoke with ***** and ****. I also had my car apprised which was a 2017 dodge challenger that was previously brought and I paid for the service via phone with my credit card. ]
  
  Regards,
  
  A ******

   

   

  
  

  Business response

  06/17/2022

  The customer did not visit our location. I believe they visited the location in Greenwood, which is a different company.  Please close this case and have customer open a case with proper business and location.

  Business response

  06/21/2022

  Thank you for your feedback ****************.  We would love to earn your business but it is my understanding that you wanted a lower price than what we are willing to sell this vehicle for and you are trying to trade in a vehicle that is registered to another person.  If this is not correct information, please let me know and I will be happy to investigate further.  I am sorry that your experience wasn't excellent as this is always our goal.  ***********************, GM

• Initial Complaint

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were required to take our Dodge Challenger to ************************* service department for an engine warranty. We had just paid to install a brand new engine in December 2021, it started leaking in January 2022. We had an appointment scheduled for February 10. Finally on February 21, 2022 they pulled it into the garage, and ************************* mechanic intentionally did not disconnect the battery from the vehicle before working on the engine - the battery was "too hard to get to". (He admitted to intentionally not disconnecting the battery, as well as the ** of ********************* and their Insurance Company have admitted complete fault!) He caught the car on fire and it is now being deemed a total loss! They are refusing to replace the vehicle. All we are asking for is a Dodge Challenger with less than ***** miles on it, as that is what we drove into the service garage with, and that is what we expect to drive away with. They have made a final offer of $20,000 for the vehicle - after paying off the credit card that we purchased the $9,200 engine on, and paying off the $6,000 we still owe on the vehicle, that only leaves us $5,000 to get a new vehicle!! We did not wreck the car, we did not do any of this. Their mechanic's negligence is to blame for this. The **, ***********************, has been nothing but rude about this. He actually had the nerve to tell us he would be more than happy to SELL us a new Dodge Challenger -- what??? I did not go car shopping nor did I ask to have to take out a new auto loan. This new engine would have lasted us another 10 years in the car! YOU BLEW UP OUR CAR!!! It has now been almost a month since your mechanic did this, and we still don't have a vehicle. To top it all off, they ended our use of their loaner vehicle. All of this is wrong in so many ways. We understand errors/mistakes happen, but it is still your responsibility to live with the consequences and do what is right morally and ethically.

  Business response

  03/16/2022

  This has been turned over to our insurance company and they are handling directly with this customer.  They have already offered and I believe agreed to a settlement so I am not sure why this complaint was generated.  The new engine and other variables were taken into consideration to come to a fair settlement.  What they do with the money from the insurance settlement is up to them.  This was an unfortunate accident and was turned over to our insurance company immediately.  I told April that I will give her a sale price if she is interested in purchasing a car from us.  

• Initial Complaint

  02/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the dealership in oct 17,2021 to look at a Dodge Charger I test drove the car everything was fine I kept asking about the title and know one knew anything about the title situation the battery died on me the next day so couple months go by I was trying to trade in the car or sale it which I couldnt because the car was lemon law I didnt know it was into couple weeks ago so now Im stuck the with car and dealership or the sale person help to solve the issues I would like to return the car or be able to get another one

  Business response

  02/10/2022

  I have attached a copy of the title from when this vehicle was purchased and an "******* official title and lien record" that was run today (2-10-2022) showing that this vehicle has a clear title and actual miles.  Please let us know how you would like to proceed.  Thank you for your business!  

  Customer response

  02/14/2022

  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. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *****************************
  

• Initial Complaint

  12/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I made a Service Appointment ONLINE at ************************* Greenwood Website, for my **** PT Cruiser, to be serviced on Dec 8th @ 10:30AM. I just wanted to have the *** (Transmission Control Module) given a "Quick Re-Learn," as the battery had gotten low, a month and half ago, and had trigger the check engine light,sending a P0700 code, generic transmission code.On Dec 8th., I got to my appointment, checked in, and ask to wait in the waiting lounge. So after Over One and a Half Hours, Finally they came and told me that Their Equipment, to do this service, Was Broken and They Would Have To Send It Off, To Get It Repaired. The Service Rep **** Me That "Anyone Can Do This Re-Learn Procedure." NOT TRUE AT ALL! IT TAKES A SPECIAL CODE READER THAT CAN COMMUNICATE WITH THE TRANSMISSION CONTROL MODULE. Then, They Suggested That I Could Have It Done In ********* *******! I Felt I Was Being Given The "BRUSH-OFF," NOT KNOWING WHY!From what I have seen, on the internet, A Vehicle, with This P0700 Code, COULD POSSIBLY MAKE THE VEHICLE, UNABLE TO BE DRIVEN!I live on the Near East Side of ****. I am Retired with Disabilities. IT WAS A LONG DRIVE, FOR ME, TO GET TO THEIR FACILITY IN GREENWOOD, *******. Me Thinking, I was Going To Get *************** Of! I Feel I Was given "False *********** Excuses That Were Given, To Me, Just Don't Make Sense! I Feel I Was Lied To, As To The Reason They Could Not *************** I Will Say They Did Not Charge Me Anything. But They Didn't Do Anything Other Than WASTE MY TIME!I Would Just Like An HONEST ANSWER AS TO WHY THEY WERE UNABLE TO DO THE SERVICE! ... Was It Because I Made The Appointment, On Their Web Site and Didn't Get On ****************** Schedule?? ...Or What??Today I talked with their ************** at ************************************ ********., ****, location. They Assured Me That They Can Do This *** Quick Re-Learn procedure. I Have An Appointment, with them, on Dec. 27th. @ 2PM.We Will See What Happens Then.

  Business response

  12/09/2021

  Thank you for your feedback ****************.  I have forwarded your concerns to our service manager and asked him to investigate and give you a call to explain.  I am sorry that we weren't able to address your concerns when you were here.  ***********************, GM  

  Customer response

  12/09/2021

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  I have received a phone call, from the service manager at Greenwood. and he said that he will talk with service manager at their 96th. st. location and see that they take care of my concerns.
  

  Regards,

  ******* (****) ******

• Initial Complaint

  10/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped off my 2000 Dodge Ram pickup truck to be service. It cut off some time for no reason. I was informed they cannot locate the problem and then come pick up the car. I Z$137 for the diagnosis. They brought the car out it was very loud. I asked what's the matter, he said someone has been stealing catalytic converters off the vehicles and I think they stole yours I said "What?" he said we think they stole yours. So we both crawled up under the car and true enough the catalytic converter was gone. I asked the employee what were they going to do? I was informed I must contact my insurance company and have them paid for the repairs. I asked them wasn't it their responsibility to take care of and maintain the security of my vehicle? I was informed yes but they're not going to pay. If you want us to fix it, I have to pay them 600 to $1,100 they will install me a new Catalytic converter. I was also informed that they knew that someone had been stealing converters. October 11th, 2021 2p

  Business response

  10/21/2021

  We disagree with the comments of the guest as described in the complaint.   

   

  The customer towed vehicle in on 8/23 customer approved diagnosis we could not duplicate his concern. customer asked us to look further into it we did, we called him numerous times to pick up the vehicle as we could not duplicate his concern. He elected to leave the vehicle, when he came to pick it up 10/15/21 it was obvious the converter was removed, he demanded we pay for it.  The claim needs to be filed with his personal insurance company and not through the dealership.  He disagreed but that is the policy.

  Customer response

  10/23/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16016465, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  Michael Maxwell
  My vehicle was with you maybe 3 months when I came to pick my vehicle up because they had not diagnose the problem. They charged me over $150 without letting me see my vehicle. When they brought my vehicle around it sounded so loud the service tech came out and said I think they stole your catalytic converter. A lot of converters have been stolen from here within the last month. We both crawled on the ground and look up under the vehicle and we can see that it had been sawed off. I asked him what he said it happens a lot we have it on video camera I said why didn't you inform me before I brought my vehicle here that there was theft going on like this and I would have took my vehicle somewhere else. He did not reply I later asked him what are you going to do about it? He tells me to contact my insurance company I tell him it's only liability insurance on his truck there is no full coverage he repeated contact your insurance company I told him that that doesn't make sense you got brand new cars out here that you sell every day. Some have Factory recalls. Are you telling me every time somebody cuts off a catalytic converter you tell the person who just paid forty and fifty thousand to $100,000 for a car that they need to contact the insurance company because somebody cut off the catalytic converter at your shop? He said I'll get you a supervisor. I spoke with the supervisor Jeremy. The supervisor told me that it was up to the tech people because they're not in charge of what goes on in the garage. I told him I can't drive this car down the street the police will pull me over. I phoned them to return the car to where they had it and I will talk to management to see what kind of remedy they were offering me to fix my vehicle after charging me $150 to not even tell me why my car kept cutting off at the stop light for no reason. The diagnosis failed they charge me for a diagnosis that fell and they also let someone steal my catalytic converter without telling me and then bringing the car around to give me the car figuring that I would just accept this and drive off down the street taking a chance on breaking the law and getting a ticket Tom Wood has failed me on this issue. Tom Wood has not proven himself to be a company I thought they were and at this point I would never and I brought four or five of my vehicles, for 6 in a half years. I had my wife called Tom Wood management three or four times for this issue. She kept getting their answering machine. So she just left message on answering machine because they refuse to call her back over 2 weeks and none has returned my phone call either. Please explain to me what's going on. I informed them on the message system that I was taking legal action and I will contact the Better Business Bureau. I still did not get a response from them that they would call me all the time when it was time to get my vehicle service or when it was time to get a oil change but we're after a solution to this problem. They still have my vehicle I did not get a reply I'll reply get back is the one after the Better Business Bureau contact them They refuse to call me back almost 2 weeks. They responded to the Better Business Bureau but still have not contacted me.

*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. ↩