ComplaintsforAndy Mohr Chrysler Dodge Jeep Ram

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our car was towed to **** **** Chrysler on Aug. 9th, a month ago. I have called multiple times every week since then and have had one call returned, that was today. No one else has contacted me or my daughter since the car was towed. Their excuse was that the service advisor quit, but that doesn't explain why no one returned any of my calls. We finally got an estimate for the cooling system with a repair cost of $980 with no explanation of what was needed other than a hose. **** ******** told me the repair was not covered by our warranty because they don't cover hoses, and the car would be ready "at the latest" by LAST Tuesday. All of my calls since have again gone unanswered. I called our warranty company today and they told me they have not denied any claims, and there are no claims on file. They also told me that no hose would cost $980 to repair. We have never been told why the car would not run or what repairs were needed, other than a hose related to the cooling system. We have spent close to $1,000 on **** and rental cars while this dealership kept our car. I feel that we are being scammed by the $980 repair quote, and they are hoping we will just pay it so we can get the car back.

  Business response

  09/19/2024

  Please see attached document

• Initial Complaint

  08/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  7/6 calling to make appointment for repair due to a warning light. (2017 Grand Jeep Cherokee that I purchased new from the dealer, with ******* miles) I began to intermittently experience The start/stop warning light on with white smoke coming from the engine and tail pipe. Also, the car would idle roughly. This would happen once every 2-3 months 7/10 Called dealership again about appointment because they had not gotten back to me. 7/16 Dropped vehicle off for repair 7/17 called dealership to check on status 7/18 repairs complete. I paid $312 for erroneous repairs not related to the problem. 7/22 Called to inform them that the problem was not fixed, it had gotten worse. Was told that they would get me in asap. 7/30 physically took the car to the dealership because the problem worsened. The engine light came on and the smoke and rough idle had intensified. I asked for the serviceman to run a diagnostic and he told me that one cylinder was misfiring and "It was ok to drive" as long as I wasn't making any long trips. Went to the dealership every week in person and left several messages. Finally on 8/9, I was given a personal cell phone number to a service man who promise to get me taken care of. 8/13 the vehicle went in for repairs. 8/15 $555 of repairs to the engine. The repairs went from 1 cylinder misfiring to 2 cylinders needing replaced one in the shop 8/16 the vehicle was parked for 9 days.8/26, I attempted to start my vehicle after sitting for 10 days but failed. *** informed me that it was not the battery and cautioned that they smelled smoke coming from the engine. I had it towed to the dealership.on 8/29 after no answers,I had to go to the dealership again for them to tell me that my starter needed replaced. $2000 repair. On 8/30, they inform me that the engine needs to be replaced. The car has been in that shop and minimal miles driven since 7/16, more than a month, and they are just now saying that the engine needs to be replaced.

  Business response

  09/12/2024

  I have attached our response as an attachment. 

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a Jeep Grand Cherokee and it has 18k miles. We had the tires rotated at 9k miles and had no issues. We recently noticed that the back tires have no tread left. We took it in for service and were told there was no issue with the vehicle and that the *** tires are known to do this. We were also told that more than likely, my wife accelerates too quickly. There is no way that acceleration caused this issue. The dealers only offer of help was to recommend we spend 2k on new tires. The dealership and tire manufacture should take care of this defect and not blame us for something that did not happen. We want the dealer to replace the tires.

  Business response

  07/23/2024

  We have contacted the tire manufacturer and do to the nature of the low profile tire, there is not a mileage warranty. These low profile tires and the Hemi V8 engine are what causes the tires to wear faster than a traditional tire. Do to these factors we would not be able to replace these tires at no cost to the consumer.

  Customer response

  07/23/2024

  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. 
  
  We called multiple dealers and asked how long the *** tires should last with this particular trim level.  All responded that they should last for more than 2x what they have.  We are asking for the dealer to show us where the tire manufacture and vehicle manufacturer state that this tire should only last *****k miles.  This issue should be addressed and we would like to speak with management.   
  
  Regards,
  
  ***********************
  

• Initial Complaint

  06/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchased vehicle on 5/7/24 was provided a temporary license plate expiring on 6/21/24. Title was sent to me around first week of June. Went to Florida license branch to change title and get a license plate. Was told that the title was not signed correctly by the dealership and they could not issue me a plate. Contacted dealership and was told to overnight title back to them. They would in turn get a new title in about 2 days and send to me. I informed that the plate was going to expire and was told I should have new title before. As of today I have not received anything from dealership, contacted them again and they were looking into. Contacted GM of dealership and he said he would look into and call me back. No response. Tried to contact him each of the next 3 days with no response and no return calls. I am sitting with a ***** truck that has an expired temporary license plate and I have no title to get a proper plate for it. THIS IS VERY POOR BUSINESS PRACTICE. COMPLETE LACK OF RESOLUTION AND COMMUNICATION BY THE DEALERSHIP.

  Business response

  07/09/2024

  We were able to get a corrected title and overnighted it to ****************** on 6/27. We would be happy to pay any associated fees that ****************** incurred from this.

   

  Customer response

  07/09/2024

  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. 

  I have not received any type of personal apology from this business especially from the **.  ***** the title clerk was very rude.  "This is why I hate dealing with out of state DMVs"  So should only Indiana residents purchase vehicles from *****************?? The ** of this dealership completely ignored my attempts to contact him.  If this is the practice of this ** and a direct reflection on this dealership I would not buy a tricycle from any ***************** dealership nor would i suggest anyone go to this dealership group.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************

  
  

• Initial Complaint

  03/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was charged for an oil change that I later found was written as being completed but had not actually been completed. I later had the oil changed at another shop where they found the original filter was still installed and have been unable to get a refund after speaking with Service Manager on multiple occasions. All documents that he requested were texted to him. Complete description and communication timeline is included on attachment Better Business Bureau.docx

  Business response

  03/25/2024

  AS OF  3/20/24 ***********************;complaint #******** WAS ISSUED A REFUND IN THE AMOUNT ASKING. 

  THANK YOU 

  ANY QUESTION PLEASE CALL

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

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

  EXT. 2012

  Customer response

  04/01/2024

  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. 
  
  
  

  Regards,

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

• Initial Complaint

  02/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 1/13/2024 I purchased a 2021 ****** Rav4 from ***************** Chrysler and Jeep on 96th St. The sale price listed was $25,209. During the sale, it was highly encouraged that I extend the Safeguard Premier Ultimate Vehicle Protection Plan for $999. This protection to my understanding from the Salesman *********************** and from the Finance Associate- ************************* was for annual application of protectant to the outside and inside of the car for 5 years. ************, purchasing this on my own would cost over $3000, and if I purchased at time of sale through *****************, it would only be $999. While signing paperwork with finance associate, I agreed to the service plan as it was only $999 and I decided to put an extra $1000 down to cover this cost. At no point verbally or in writing by salesman or finance was it disclosed that purchasing this coverage would actually cost $1,998.Upon review of my paperwork last week, I see that there is a charge for 'other aftermarket' for $1, ******. Bringing the Subtotal of the price of the vehicle to $27,506.00. I went to the dealership on 2/3/2024 and spoke to ************************* as this appeared to be an error. I also wished to cancel the protection plan and extended warranty I had purchased. He informed me that the charge was accurate, that when I agreed to extend coverage, I had agreed to also pay $1000 for the application that the dealership already applied. He states this was included on the 'worksheet' however could not produce said worksheet. The agreement I signed for this protection plan showed $999. I believe this to be deceptive sales practices and I want the $1000 hidden charge refunded to me. I had also requested reimbursement for additional tax that was paid on the sale price with canceling the protection plan, and was denied this. I was told there is no reimbursement for taxes already paid.

  Business response

  02/05/2024

  Hello we are able to fully refund the charge of $999 for the Safeguard protection as requested  and have begun the process of returning funds to principal balance on loan. The charge for the paint and fabric protection cannot  be refunded as it is a hard add-on to the vehicle and cannot be taken off. As for the charge for the warranty, at the request of the customer we have also cancelled the coverage and have issued a refund for said product as well to be applied to current loan balance due to there being a current loan on the vehicle.

  Customer response

  02/05/2024

  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. 
  
  Thank you for processing my request to cancel the extended warranty and the safeguard service agreement today.

  Please provide clarification on the paint and fabric protection $999 charge ' hard add on' that was included as 'other aftermarket'. It was my understanding when I spoke with **************** on 2/3/24, that the additional $999 was added on when I agreed to extend coverage for $999 at time of signing. The price of the car was advertised as $25,209 and as is. He also said it was included in the sale price of the vehicle, which clearly it is not. At no point in the sale of the car was it disclosed the sale price of the car was actually $26,208 due to this 'hard add on'. 

  Please advise of your standard operating procedure for disclosing this cost to the consumer and explaining what the service is. The salesman never mentioned the added cost, only kept repeating its 'only $999'. He also told me I needed to schedule the application with Zeibart, which turned out to not be the case. **************** said if I hadn't have added the protection plan, the extra $999 would not have been included. But since I added it 'for only $999', I was also charged the extra $999 for application dealership had done. I have looked through my paperwork and I can't find anything that discloses this. Clearly nobody that I worked with on this sale had a good understanding of what was being sold to me or wanted to provide a great experience for the consumer. 

  I also do not understand why sales tax is not being returned. Please explain this. 

  
  Regards,
  
  *********************

  
  

  Business response

  02/06/2024

  Hello again every deal that is worked is worked with ******* as an add on to the vehicle. From the moment that the vehicle is stocked into our inventory the ******* is applied to the vehicle. The ******* is 100% optional and is not mandated, however you stated that you did want the coverage and the warranty advantages of the ******* signified by your signature on the form. It is a product that can not be taken from the vehicle thus it is non refundable if you chose to decline the coverages at the time of sale you forfeit the warranties that are included with the physical application. You also agreed to the warranties and signed said agreement stating that you understood what you were purchasing. Taxes are non refundable because they are paid to the state and all sales are final also in the purchase agreement you signed that states there is no cooling off period. I am sorry that you are no longer wanting the coverages on your vehicle and we will gladly void the coverages of the Tire and Wheel and *************** Warranty and process your refund that is due to you, but again there is no refund available for the ******* coverage and you will still have the 10 year warranty on the ******* applications should you ever need to use it.

  Customer response

  02/07/2024

  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. 
  
  I see that a document has been uploaded that breaks down the information regarding the paint and protection plan. That document is not for my vehicle or signed by me. I do not recall signing anything that looked like that. The only document I signed for the plan is attached to this complaint and it shows $999, the amount that was told to me by ****************** and ****************. The agreement you attached was not presented to me. I am actually quite confused as that document has the paint and protection as 'n/a'. Please show me my paperwork that disclosed the details of the package I was talked into adding for '$999', but actually cost $1998 of which $999 of that is nonrefundable.
  
  Regards,
  
  *********************
  

  Business response

  02/12/2024

  Hello Again I have attached the ******* form with your signature on it stating that you agreed to purchase said coverage for the Gold Shield Protection

  Customer response

  02/13/2024

  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. 
  
  Please clarify, is the paint protection with ******* and the safeguard protection plan two different things? Each costing $999? I believe this is where the confusion comes in as they were promoted and discussed as one in the same. What I thought I was purchasing was the 'paint protection' plan. I don't know how the other got thrown in, but that was refundable. 

  Do I still have appearance protection plan through *******?

  
  Regards,
  
  *********************

  
  

  Business response

  02/17/2024

  Hello again, the Paint and Fabric Protection is the ******* coverage which was $999 the other $999 charge was for the Tire and Wheel (Safeguard). The Tire and Wheel (Safeguard) has been canceled and is in the process of being refunded and the ******* paint and Fabric protection is still on the vehicle 

  Customer response

  02/21/2024

  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 appreciate the attention to this matter and for your patience through this process and finally providing an explanation of the two separate warranties. While an additional warranty that I didn't ask for was slid in on me at signing and happened to cost the same amount as a warranty I had asked for, at least I was able to cancel it for a full refund. Thankfully I reviewed those documents within 30 days. I have purchased from ***************** in the past and had a completely different experience than what I had with ******************************* and Chrysler. To say I'm disappointed in the overall customer service I received would be an understatement. 
  
  

  Regards,

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

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a brand new Jeep vehicle in June. Accepted a service contract for roughly $1500.00. Cancelled the service contracts 3 days after purchase by signing form at dealership. Spoke with service contract provider in July - they said they never received the cancellation. Called *****************, they assured me they submitted it, just wait. Called service contract provider again in September, they still did not receive cancellation. Contacted dealer. They sent me a new cancellation form to sign on October 13. I sent them back the one I previously signed (I have a copy of it that was emailed back to me from the dealer in June) bc I want a full refund not prorated since I cancelled 3 days after purchase. Last contact for dealer was October 13. Calls and e-mails no longer being returned. Ive been very patient, but at this point I just want my money back.

  Business response

  11/07/2023

  The cancellation check was cut on 10/26/2023 and mailed off. If the customer needs anything else We can get it handled.

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Had my car towed here to have the transmission replaced after waiting a week just for them to look at it and another week and a half for them to put the claim in and get the approval with my extended warranty company after having to pay an additional $1,500 as soon as I picked up the vehicle it smelled like burnt transmission fluid my tire light was on which it wasn't on before I had it towed there which wasn't a big deal but when I told the service manager I smell transmission burnt fluid burning and something is rattling in my front end he dismissed my complaint of the front end rattling saying it was something in the suspension which it wasn't doing that before I dropped the vehicle off and told me the car was shifting fine after I get home wake up the next morning I got a trailer transmission fluid going down my driveway I called in and they tried to have me drive it up there which I said no I want a tow truck and they have left me paying for a rental vehicle after I've already paid them to fix my transmission I want a refund for the payment of the rental car that I've had to pay while they're fixing my transmission for a second time I called up there and nicely asked for a rental vehicle or a loner and was told they don't have any they'll see what they can do when one comes in

  Customer response

  09/28/2023

  After telling the manager i smelled something burning and he dismissed my claim along with the rattling in my front end that was not doing that when I had the vehicle towed there and told me everything was fine I get my vehicle home get up the next morning and this is what I come out to and I have had to pay for my own rental vehicle while they fix their mistakes

  Business response

  10/10/2023

  BBB Complaint Response
  Complaint ID: ********
  Date: 10/10/2023
  Document Creator: *******************************
  Title: Service Director
  
  The customers timeline is close to accurate regarding the lead time it took to get the vehicle into the technicians stall to have it diagnosed. The time this took is an industry wide issue due to supply and demand of technicians and is only magnified when dealing with higher skilled areas like transmission repair. This was an adequate amount of time for our industry because of the type of diagnosis the vehicle needed and the number of customers that were in front of Mr. ********
  The extra $1500.00 that the customer refers to paying extra was due to his extended warranty company wanting to use a used transmission for the repair instead of a new remanufactured transmission from Jeep. ****************** elected to pay the difference to get a new remanufactured transmission in his vehicle.
  ****************** returned to the dealer stating there was a check engine light on. Our advisor looked at the vehicle with the customer and noticed it wasnt a check engine light, it was a low tire light that was on.Our advisor informed the customer we could get it looked at and find out why the low tire light was on. ****************** stated he didnt have time but there was also a rattle while driving. Our advisor drove the vehicle around the parking lot, heard the rattle and informed the customer that it seemed to be suspension related and that we need to have a technician look at the vehicle. ****************** did not have time to have us look at the vehicle that day and informed our advisor that he would contact him to get the vehicle back in. This trip was not documented in the customer history as we were not taking the vehicle in for a technician to look at it.
  ****************** did call the next morning regarding the fluid leak on his vehicle. We towed the vehicle at no cost to him to our facility. We put the customer in a rental vehicle at our cost once we had a vehicle available, this was shortly after receiving his vehicle. We will not be refunding the customer for the rental he elected to go in initially when his vehicle became disabled as this is viewed as cost of ownership. We did cover items when issues resulted due to our workmanship or any parts warranty.
  ****************** has returned today as I have been writing this reply to have us diagnose his noise from the suspension. We are currently calling in a claim through his extended warranty and if cover will be taking care of his deductible charge for him as a sign of goodwill to the customer.
  
  Thank you,
  *******************************
  Service Director
  ***************** CJDR

  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. 
  
  My complaint is in the regards of after I received my car came home and had to take it back to the dealership because of the fluid my car was there for another week I had to rent a vehicle for another week because the technician overfilled the transmission fluid causing it to leak everywhere so I had to send my car back and pay for a rental vehicle for another week just for them to diagnose why there was transmission fluid going down my driveway and after waiting a week I was told the reason why there was fluid everywhere was cuz it was overfilled that it was not actively leaking and yes my vehicle is not a brand new vehicle but before I brought my vehicle there was sign of fluids anywhere now when you look underneath all you see is the training fluid everywhere they did not clean all of the fluid they got everywhere and yes I do have my vehicle there now and I'm willing to work this out but I don't feel like I should have to eat the cost for a rental vehicle for an extra week because one of your technician overflowed the fluid
  Regards,
  
  *************************************
  

  Business response

  10/16/2023

  We are reaching out to ****************** and offering him to bring his vehicle back in for us to clean anything that did not get cleaned the last time it was here. We are also still attempting to work with his extended warranty company on a potential claim for his suspension components that need to be replaced. We are asking ****************** to send us his rental invoice and we will review it. 

  Customer response

  10/17/2023

  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. 
  
  
  

  Regards,

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

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company utilizes a third party application that creates a bait and switch type of buying process. They claim you can start a purchase online, and then pick up your vehicle and finalize the process in store. However, the price that is displayed through the online platform is incorrect and they know about it, and they use it as an opportunity to lure people in and the ***** them with much higher prices. The practice is very dishonest.

  Business response

  09/21/2023

  Good morning,

  Our pricing on new vehicles has been updated as of last week to show a dealer discount including factory rebates off of MSRP.  We are in compliance with state disclosures on our website. Pricing has now been simplified to be a discounted off of MSRP to all consumers.  We are honoring our online prices with the clients that qualify for factory rebates.  

  Thank you for your time.

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchase agreement no honored by this business of agreement was to fix steering and did not, fix new tires did, fix air conditioning and did. We had to take truck to another dealership service department after waiting over 20 days to take possession of truck to have diagnostic doen , for $50.00 ,found out they dont accept warranty, took to **** dealership service ***** In ************ had to fix steering under warranty qith diagnostic fees , oil change and transmission work done not under warranty, but both had to be done because they didn't service truck before sling it. Total fee I have emailed several times to sales manager with reciets to get refunded $700.00 with them agreement to fix service charges purchased 2008 F250 desiel form them on 6/21/23.

  Business response

  09/08/2023

  This complaint has been resolved.  I have email and phone call communication with this client of ours, and we have agreed to satisfy the client with a re-imbursement of $681.95 for the addition  repairs the client had to take care of at their service center of choice.  Client is now happy with our service and resolution. 

  Thank you,

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

  General Sales Manager 

  Andy Mohr Chrysler Dodge Jeep Ram 

*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. ↩