ComplaintsforEastgate Chrysler JEEP Dodge Ram

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March I brought my Jeep Wagoneer in for a vibration. They replaced the shocks on it. I then brought my Jeep Wagoneer in for the same vibration as the beginning of July, I was told it was the tires. On July 10th I bought tires from the dealership over $900. Left the dealership after having the new tires put on and still had a vibration. Found out on of the rims was over stepped. Thanks to **** on the techs at Eastgate. It was under warranty, and they ordered a new rim. Of course, we were leaving for vacation on the 12th and had to drive to ******* with this vibration the whole way there and back. On the way back I got a call from Norm the service manager, stating that the rim was there but the owners refused to work on my vehicle. I had to pick up the rim and take the rim to Dellen CJDR. They did put the rim on. The vehicle still vibrates at 70 mph so that did not totally fix the issue, it did help but not totally fix the issue at hand. So, it obviously was not the tires it was something else at hand. I bought this vehicle there; all my service work has been done at Eastgate.

  

  Business response

  08/13/2024

  In an effort to maintain customer satisfaction, we have agreed to mail the customer a check for the $900 they have requested in this complaint.  We will have this done by August 16th, 2024. 

  Customer response

  08/15/2024

  This still doesnt address that they still wont work on my vehicle and make it right. They refuse to work on my vehicle that I bought there and have had all the service work done there. They are a franchise dealer not an independent dealer. They work for Stellantis. They started the work on it and have replaced the shocks and now tires and rim, makes not one bit a sense to take it someone else where no a since person knows this vehicle and start the process all over vs a mechanic that has known this vehicle from beginning and has worked on it from brand new. 

  Customer response

  08/20/2024

  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. 
  
  This still doesnt address that they still wont work on my vehicle and make it right. They refuse to work on my vehicle that I bought there and have had all the service work done there. They are a franchise dealer not an independent dealer. They work for Stellantis. They started the work on it and have replaced the shocks and now tires and rim, makes not one bit a sense to take it someone else where, another has to completely relook over everything and does not know this vehicle at all vs a mechanic that has known this vehicle from beginning and has worked on it from brand new. I have done nothing wrong for them to refuse service in the service department. All I want is my vehicle fixed and fixed the right way that I have had in there and had in there several times for the same issue. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  07/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or about March 1, 2024, I took my vehicle, a 2012 Jeep Liberty, into Eastgate for repairs under a recall. Thereon, mechanics working at the dealership made substantial repairs that were not requested and did not complete repairs for the recall. They have refused to release my vehicle to me and are requesting payment of $12,033.38.

  

  Business response

  07/08/2024

  To whom it may concern,

  Attached is the copies of the ** 2012 Jeep Liberty vin number *****************. The vehicle was towed in stating the vehicle would crank but would not start, on March 1st. Our technician a couple days later diagnosed the vehicle as needing a new engine and other parts. As you can see on page 11, @ 12:29pm on 3/7/2024 ***** gave permission to the service advisor, on page 22 you can see on the bottom on 3/22/2024 he okayed a water pump, a water gasket and a thermostat that needed to be added. Come to find out after he okayed all of the repairs, he filed for bankruptcy. He came in the day after he okayed all the repairs on 3/23/2024 and told **** the service advisor about the bankruptcy. The customer had no intention on paying for the repairs for this vehicle at all. Attached is a copy of us sending him a certified letter, stating we were going to put a lien on the vehicle that he did get. Attached also is the paperwork showing we applied for the lien. If you have any other questions or concerns, please feel reach out to me.

   

  Thanks 
  
  ***********************,

  General Manager

  Eastgate CJDR

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction 02/05/2024 Cost $398.00 Went in for check engine light. Service coordinator came to waiting room and said my car was giving communication errors and he should have resolution soon. 2 hours later blamed it on some hose. Engine light came back on same day. Called several times , left several voicemails for service coordinator AND supervisor. No communication. Now car is completely not functioning. Wont crank. Communication errors from February have stopped all communication in car. Now shoveling in over 2k for something that THEH SHOULD HAVE at least discussed in depth with me 2 months ago.

  

  Business response

  04/12/2024

  Attached is a copy of the ** that was wrote on 02/05/2024 for the 2017 grand Cherokee. Vehicle was brought in for an engine light on. Tech found during inspection an evap purge line had a rip in line causing an evap leak. evap line was removed and replaced, code was cleared and drove, upon returning tech scanned vehicle and no codes were on the vehicle. The vehicle was then quality controlled by our QC manager who also drove the vehicle and did not find anything else. The customer took the vehicle. I did talk to the adviser, he did find a voicemail from customer he missed on the 7th, other than that the advisor or manager does not show any messages at all. I am not sure if the engine light came back on why the customer would not have brought the vehicle back in to find out what was going on with the vehicle. Some of the codes that the customer shared in this picture where not the codes that appeared when she brought the vehicle in, attached on page 9 at the bottom would be the stored codes that show an evap system failure and leak, low tire pressure, hvac codes, power liftgate, and low beam control circuit. Customer never brought the vehicle back up here to have the vehicle diagnosed for the engine light coming back on. This could be a whole new problem considering she has new codes appearing from what the picture shows, and now the vehicle won't start 2 months later after it was brought into our dealership.   

   

  Please let me know if there are any other questions or concerns,

   

  Thanks, *********;

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to the dealership for an oil change. I started to smell rubber not thinking it was coming from my vehicle. I noticed oil was bubbling up all around where the oil filter sits. I took the car back and said my oils leaking. They came back stating my oil cooler had a crack in it. I stated I didn't have any oil leaks prior to the oil change. I immediately asked for the Service Manager. I advised him of the situation he took the car back. He said the mechanic didn't do something and asked the mechanic if he saw a crack? He said the mechanic replied no, there was no crack. The mechanic TOLD ME THERE WAS A CRACK. I wrote that on the top of the invoice "the oil cooler had a crack" to remember what it was called. They flushed the oil off the engine and something & changed the filter. It seem to be fine, the more I drove it started to leak again. I rarely drive so the engine wasn't getting hot enough for the oil to start leaking. I took it back the Service Manager said it was the gasket. If there was no crack in the cooler and oil was leaking from the gasket. They should have saw oil on the engine from a leak, prior to the oil change, but I got the all green, because there was no leak. If it was leaking from the gasket he should have told me that when he flushed the oil out to see what he had done fixed the problem. I advised him my car was not leaking oil prior to the oil change. The mechanic gave me the all green. He did not state there were any type of oil leaks. The Service Manager offered to fix it for $1020. then he took it down to $630. but the paperwork shows $955.19, and he said I didn't have to come back to change the oil cooler until my next oil change which is **** miles later. With two prices listed I may have issues with the price for repair. This will all so make my engine dirty and could lock up my engine if I didn't know to check the oil which they didn't advise me to do. I'm requesting to have them replace the oil cooler on my vehicle.Alta,

  

  Business response

  02/06/2024

  Good afternoon, 

  Attached is a copy of the ** showing all that we did was an oil change and inspected a right front wheel for damage that the customer requested.  On the inspection sheet as she attached, and I also attached there is nothing showing that we check seals and gaskets that would take way to long for every car that we take in on a daily basis to check and would also cost a lot more in time and labor. The customer did come back in and stated that she had an oil leak when we inspected it, we notice oil bubbling from her oil cap which we did verify and helped the customer out and replaced it at no charge to the customer. After we replaced the oil cap we cleaned the oil up and had the customer drive the vehicle and asked her to bring in back from us to double check, she did come back a few days later and we verified there was no leak detected. A few weeks later she came back saying that there was a leak, we inspected the vehicle looked at the oil cap to see if it was leaking again and it was completely dry and was not leaking at all, and determined there is a leak in the oil cooler. Attached also is a bulletin that ********** has brought out about oil cooler leaking. We also offered her a discounted price on the part and labor to try to help the customer out and take care of her. 

   

  Please let me know if there were any other information that you would need from us but there would be nothing that we would do to make this oil cooling leak while doing an oil change.

   

  Thanks,

   

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

  General Manger

  Customer response

  02/06/2024

  I reject the response from the dealer.  If I had a leak prior to the oil change the mechanic would have seen it. (based off their paperwork there would be puddling meaning (liquid/oil) around the oil filter, adapter/cooler. They said they would have not been able to see it, that's not correct. When you change the oil you're looking straight down on the oil filter & Cooler. That response is troubling for the mechanic to say you can't see it. I normally work from home, so I rarely drive the car and when I did I didn't drive far. The engine pushes the oil out and once it get hot you have that burning smell from the engine. There were no issue prior to the oil change 1-8th. I smelt rubber but didn't know it was me. My daughter rolled down the window, and said it was my car. I checked the engine and oil was bubbling around the cooler. Now if I can see oil why couldn't the mechanic, he's the expert. I took the car back immediately Tuesday **** and there  no oil on the pavement where I park my car another sign no prior leaks. When I took the car back Tuesday ****th. The mechanic said I had a crack in the cooler. I asked how did that happen? I had no leaks prior to the oil change. He said it was the cold weather. I said no that's random, and it hasn't been that cold, this was prior to those cold frigid temperatures.  I went to the Supervisor and told him what took place. He said he asked the mechanic if there was a crack in the cooler.  He said the mechanic told him no. This is the same day **** the mechanic just told me there was a crack in the cooler. I wrote it on the invoice, so I would know the name of it. The supervisor said the mechanic forgot to do something.  The mechanic noted on the invoice that he changed the oil & filter and checked multi- point inspection and put weights on the tire. He would have had to see an oil leak on 1-8 when changing the oil if there was a leak/crack. It's because he cracked it when he changed the oil. (Review the Video)  That's why the supervisor said he asked the mechanic if there was a crack and he supposedly said no, because it's easy to crack. I asked him to flush my engine to get the oil off. He said he changed the seal that should do it, to drive it and bring it back. This is when it got cold. I didn't drive the car much due to the frigid temperatures, so the engine never really got hot to push up oil onto a hot engine. It got hot once I drove over ***** minutes to Bible Study or Church that's when I notice the smell. I took it back ****, I tried coming before that he was off one Friday. He said it was the gasket and provided some paperwork which I provided along with the video.  His paperwork states there would be puddling - which is standing oil you can see found in the engine valley area. That you can see when you look straight down.  Where they said they CAN SEE the oil bubbling. :/  It says to check for the source of the leak.  So when the supervisor flushed my engine. He could have followed the diagnostic procedure on page 2: add leak detection dye then start and run engine 15 minutes, then turn off. With aid of a black light check for leak. He didn't do that. He put a seal on and that minimized the leak. He offer to do the job and I pay for parts.  I shouldn't have to pay for something they damaged.

  Thank you, 

  Customer response

  02/06/2024

  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. 
  
  [Provide details of why you are not satisfied with this resolution.]
  The dealer is responsible to fix what they damaged.You are able to see an oil leak prior to an oil change. When you look down where the oil filter goes you can't miss the valley, it's straight down, you'll see puddling.  He didn't see anything because there was no crack or leaks.  I brought it back **** the mechanic told me there was a crack. I went straight to the Mechanic Supervisor and the first thing the supervisor said, was that he asked the mechanic if he saw a crack? and he told him, No. When he just told me there was a crack and provided and invoice for repairs.  The supervisor cleaned the oil off my engine per my request and sealed it. He should have followed the diagnostic procedure: put engine oil leak detection dye in the engine, let car run 15 minutes, turn off. Take a black light to check for leaks.  Instead he sealed it and it didn't work and then said it was the gasket. There has been a lot of contradictions on their part and my concern is that they said, they could see the oil bubbling in the same location where they said they couldn't tell if there's an oil leak. I just want my car back to normal with no charge to myself. They're the only one to do my oil changes. They damaged the cooler and should repair it.

  Thanks,

  
  

  

  Business response

  02/13/2024

  Please bring the vehicle in and ask for me as I would like to see this and see what we can do for you. I cannot guarantee anything, but I have not seen any of this myself and would like to see your vehicle and try to help out the best that I can for you. Parts do go bad unfortunately but if we did do something we will make it right for you as a valued customer. But please if you don't mind, please bring the vehicle in and ask for me when you bring the vehicle in so I can see the vehicle. I will do my best to help in the situation and resolve the situation in the best manner possible for you as a customer to get you taken care of. 

   

  Thanks,

   

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

  General Manager

  Customer response

  02/15/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is a start to repair the vehicle. The dealer said no guarantee, but to bring the car in for them to take a look. If the vehicle is not repaired. Ill file another grievance and reach out to the ************************ This is the beginning to a end.
  
  
  

  Regards,

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

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We could not be more disappointed with this dealership. After spending $100K on a special order Dodge Ram only to have it break down at under ***** miles, not even the general manager can have enough respect to return a phone call. We have been without a work truck now since January and are out of both income and self-paid expenses for a rental. Ram and Eastgate Chrysler do not stand behind their products.

  

  Business response

  04/20/2023

  To Whom it may ***************************** talked to *************************, on the week of April 3 talked to him about his vehicle he explained to me that his vehicle is in ** and been down there since January. I advised him that should have got a rental car from that dealer considering that the vehicle was a new vehicle, being that the vehicle was down there and at a shop down there, Chrysler would not allow us to put him in a vehicle because the vehicle is not here, and we do not have a repair order on the vehicle and the dealer down in GA should of started what is called a STAR case with Chrysler. He advised me that he had a case already started with Chrysler and a case number. I advised him to start with the dealer where his vehicle was first and talk to the service manager or the general manager there and if he didn't get anywhere, to call Chrysler and reference that case number and see if they could get him an enterprise vehicle or something that they should be able to help out. I advise him that if he didn't get anywhere to reach out to me and I would try to help any way I could to help but my hands were kind of tied because the vehicle was not at our dealership and was in GA. ***** thanked me and said he would do that and thanked me for giving him a direction to go and I told him I would be more than happy to help any way I could but, Chrysler has a process that has to be followed. I have not heard anything from ***** since that conversation, since then his wife has made negative ****** reviews on our website. I still am not sure if he has contacted the dealer in ** where his vehicle is or Chrysler for a rental vehicle while his is in the shop or even what is wrong with his vehicle because I do not have access to other dealer's systems. Please feel free to contact with any other questions. 

   

  Thanks,

   

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

  General Manager

  Eastgate Manger

  Customer response

  04/20/2023

  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 bought my vehicle from Eastgate Chrysler, it broke down in ******* and was towed to the closest dealership.  Not my choice, as I tried to call Eastgate several times the morning of while I was stranded and got no return calls. I have children and needed to return to ************, having received no instruction from you I rented a vehicle and returned home. I did not purchase my truck from ******* in **, I purchased it from Eastgate. I have left numerous messages with Eastgate, ******* and ***************** and getting nowhere. It has now been 3+ months that I have been out of work given that I do not have posession of the the truck that I ordered through Eastgate Chrysler. It is true that you called me once, but have not returned a call since then. My hands are just as "tied" because I cannot get anyone to respond from either dealership or the main Ram customer care center. At this point, I want a refund for the truck and feel that Eastgate should deal with Chrysler/Ram/******* or whoever else needs to be involved to get this resolved. 

  Also, when I contacted Eastgate Chrysler to inquire about this "star" program no one knew what I was talking about. Your finance manager was incredibly rude and sent me to your voicemail stating that there was nothing that she could do. Your dealership took quite a large downpayment from me and I have been making both monthly payments for the vehicle plus the commercial insurance. I am completely flabergasted at how you can state that you can do nothing, when I purchased the vehicle from you. If you as the general manager cannot handle such grossly negligent manufacturing defects perhaps you shouldn't be selling vehicles and should just direct customers to buy from Ram/Chrysler directly.  

  At the very least, I would expect you to contact Ram to ensure this repair had been completed or to have me compensated for all of the money I am out and request that Ram prioritize getting me into a comparable rental that I could use for work. 

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

  
  

  

  Business response

  04/25/2023

  I understand you bought this vehicle from Eastgate, and I apologize that you are having issues with with your vehicle. As you stated I did call you back and I when I was on the phone with you, I did state if you did not get anywhere with that dealer or with Chrysler after calling that dealer to please let me know and I would see what I could do to help. I never received a call or email at all after asking you to reach back out to the dealer where your vehicle is. You were very appreciative I thought, on the phone and thought I did what I could do in pointing you in the right direction and explaining the processes to you, considering the vehicle is not in my position at all. Did you ever contact that dealership after we talked? What was the resolution after that? What was said? If nothing was done there, did you contact Chrysler with the case number, you have already started with them? I never heard back from you after we talked at all. I did reach out to my Chrysler rep this is his response. 

  Hi ****, it appears that Case # ******** the CAIR agent assisted the dealer to force the part order to VOR (complete Trans) 68498560AB, which will expedite acquiring the transmission. Plan B would have been to order the C1-Snapring Kit, that is also on B/O but are quicky becoming more readily available due to it being the preferred fix.
  
  The older closed case 85205931,  he should inquire again for goodwill assistance, only catch is it would not be a HD vehicle. 

  ****PARTS POD UPDATE**** Part:68498560AB Order: CCCTTT OMC:91702049 As of 4/20 Reaching out to PE team for assistance ETA week of 5/24 (subject to change)
  System Update:[Order has been Upgraded to VOR for priority. Please refer to the parts detail screen for most up to date ETA. (CHKS).]
  CM received cx VM requesting vehicle get sent up for buyback consideration - **OBC** CM advised cx I received VM and will send case up and will follow up Monday.

  *****, on the Star case no one here would know about this case because this vehicle isn't here. The finance manager or anyone would know anything about that. That is a program that techs use to communicate with Chrysler personnel on vehicle issues and diagnosing some vehicles they are having issues with.

   

  Customer response

  04/26/2023

  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 appreciate your response.  However, this has been an ongoing issue since January. I did not want to escalate this problem to the BBB but having to wait this long and deal with so many different parties is completely unacceptable. This truck wasn't involved in a wreck or any other negligence on my part. It is brand new with under 2,600miles on it. How this wasn't considered a top priority to begin with is beyond me. Chrysler/Ram are impossible to get answers from. But, to answer your question yes I had already taken all of the requested routes prior to getting a phone call back from you. I'm now being told that this truck isn't applicable for the buyback program (and again, no one knows why) and that I should wait until May 24th (subject to change) to see if the part/s needed are available. I am a new business owner who spent $100K with your dealership. This kind of negligence would have sent most people/companies into bankruptcy not having their required work vehicle which they are still making payments on available. Apologies don't mean much at this point. I either want the repaired truck sent back to me ASAP or my money returned (down payment) and loan to lienholder paid in full. I'm fairly certain that if it were your vehicle you would have simply borrowed one from your dealership but you act as though it's pulling teeth to get another vehicle to drive while I'm waiting for mine to be repaired. 
  
  Regards,
  
  ******************************
  

  

  Business response

  05/03/2023

  *****, I have been in contact with my service rep for Stellantis almost daily, This is what I just got from him. I had to send it as an attachment. Wanted to keep you updated. 

   

  ****, FYI the ***************** and Technical advisor for the ************************* have updated the email chain, see the screen print below.  
  
  If the Transmission arrives on time for repair, it should be completed by the end of the week. 
  
  
  

• Initial Complaint

  08/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car, 2012 Chrysler 300 was taken to Eastgate Chrysler july 28,2022 because it would not start. They supposedly found the problem, which **** said is an electrical problem and supposedly repaired it. On 08/5 i picked it up. I had to have it towed there again on 08/11 because it would not start. I would call the service advisor, *******************************, but he would not answer the phone or return my calls when I left him a voice message. On 08/16 i talked with the corporate office. He answered the phone for her and related he was talking to the warranty **** and would call me which he never did. I had to go to the service **** which **** said they found nothing wrong. On 08/18 i got my car and **** said they drove my car everyday and it started right up. On 08/21 my car would not start. I took videos showing my car will not start. I paid $915.52 for the repair of my car that is still not working. I have told them the windshield wipers come on when I try to start it, my cruise control will not start,

  

  Business response

  09/06/2022

  Good Afternoon,

       ***** was in on Sept 22 and we fixed the vehicle attached is a repair order on the vehicle. ***** was also in today 9/6/2022 for a oil change on the vehicle that repair order is also attached. there has been no further issues that we are aware of on the vehicle and nothing was said today about there being an issue also.

   

  Please reach out to me if there are any other issues or any other paperwork you would need to get this issue resolved.

   

  Thank you and have a great day,

   

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

  General Manager

  Eastgate CJDR

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

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

*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. ↩