Complaints

• Initial Complaint

  06/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 27, 2023 I was invoiced and incorrectly charged $1034.95 for service that included replacement of the water pump on my 2018 Jeep Grand Cherokee at *** OBrien Chrysler Jeep Dodge Ram located at **************************************. The water pump is expressly covered under the warranty I purchased with the vehicle in 2018 at Button Chrysler Jeep Dodge Ram located at **************************************************** service advisor at *** Obrien, *************************, who I was told no longer works there - informed me of the charges over the phone. I asked him if the warranty covered any of the service provided, his response was, "that's only for powertrain." Which is incorrect, however, I accepted it not knowing any differently at the time and paid for the service. In April 2024 as I was getting service on my Jeep at another dealership, I re-read the warranty and saw the water pump is covered. I called *** Obrien back, got in touch with the service manager, *********************, who told me he would try to file the claim with the warranty company. My understanding is because so much time passed and *** Obrien didn't get pre-authorization for the work, the claim was denied. I then spoke with, I believe, ***** Obrien. I asked him to reimburse me for the charges because they failed to file a claim at the time the work was performed, which he refused. I asked him to listen to the phone recording, he said their phone systems at that time didn't take recordings. He said he wouldn't do anything for me because this was a third party warranty. I don't understand what that has to do with it. I purchased the warranty from a Jeep dealership. The work is covered. His business did not file a claim when the work was done. I asked if the warranty covered the work and was falsely told it didn't. I would like to be reimbursed the money for service performed, $1034.95 as the invoice indicates.Invoice, payment receipt, and warranty are all attached.

  Business response

  06/03/2024

  I suggest customer submit their documents to their aftermarket Service agreement company for consideration, or have the selling dealer (Button) submit to aftermarket Service agreement company on customers behalf - for consideration. This aftermarket Service agreement is not same as manufacturers factory warranty. This is between customer and their aftermarket service agreement company, of which Button represents and sells. We do not offer this agreement at our facility.

  Customer response

  06/05/2024

  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. 
  
  When I brought this matter to *** Obrien's attention in April, they called the warranty company and filed the claim as they should have done when the work was completed in October. The claim was rejected because they filed it several months after the work was done. Obviously this is a third party warranty and *** Obrien doesn't offer the warranty service themselves. It was purchased with the vehicle at another Jeep dealership. That is not what is being debated. It's the business's responsibility to file the claim. The fact is *** Obrien did not file the claim when they should've. I was lied to by the service advisor when I was told the work that was completed wasn't covered. I was incorrectly charged $1034 and I am owed that money. The work is expressly covered by the warranty. It doesn't say anywhere the warranty is only serviced by the dealership that sold it to me. If that's truly what *** Obrien believes or there is a policy at the business, then why did the service manager file the claim when I called in April?
  
  I have submitted documentation and the claim to the warranty company myself as I told ***** Obrien I would do. As the claim was rejected the first time, it is extremely unlikely it will be accepted now. I will not be satisfied until I am paid the $1034. If the warranty company accepts my claim, great - I still want this complaint to stand as it has been an EXTREMELY POOR customer service experience. If the warranty company does not accept my claim, I expect *** Obrien to refund me the $1034.
  
  Regards,
  
  *****************************
  

  Business response

  06/11/2024

  Customer needs to take up issue for reimbursement with their After market contract company.  I suggest customer return to the dealer who sold the after market contract and have them assist with getting the After market **************** to reimburse charges customer incurred. We attempted as a good will gesture for customer.  I am not familiar with or heard of the customers  Aftermarket ****************.

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Today (1/18) I went to the dealership in response to a truck that I located on their website. Utilizing their E shop tool I entered my information regarding down payment and trade in value. The e shop tool provided me with a financing rate and the proposed monthly payment. I went into the dealership and had them review my trade in. They offered a fair amount and I was ready to pursue the deal that the website offered. After an hour I was informed that they would not honor their proposed deal and that the monthly price would be $300 higher per month then the proposed price. Their response when I pushed back was that the pricing that their website was using was giving me both the subverted financing price and the dealer incentives. They want me to purchase the utilizing only one of the incentives. At no point did I request for any cost deductions for the vehicle or an increase in the trade allowance. I was simply told that the online e shop is only a tool and they think its wrong. I feel like they have executed a bait and switch by providing very clear pricing and incentives and then saying they are not valid.

  Business response

  01/19/2024

  We have reviewed customers concern and determined our 3rd party vendors software program might have a programming error. We have reached out to our vendor to make them aware of issue and what might be involved to correct error so ************ is displayed.  We are interested in earning shoppers business and am sure they understand. We do have a disclaimer on site in case of errors. Here is part of disclaimer: While Tom O'Brien Chrysler Jeep Dodge Ram North and E-Shop try to make sure all information posted here is accurate, we cannot be responsible for typographical and other errors (e.g., data transmission) that *** appear on the site. If the posted price (including finance and lease payments) for a vehicle is incorrect, Tom O'Brien Chrysler Jeep Dodge Ram North and E-Shop will endeavor to provide you with the correct prices as soon as we become aware of the error. In the event a vehicle is priced incorrectly, Tom O'Brien Chrysler Jeep Dodge Ram North shall have the right to refuse or cancel any orders placed for the vehicle presented with the incorrect price. In addition, vehicle prices are subject to change and all vehicles are subject to prior sale and *** not be available when you are ready to purchase.

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back in November of 2022 I took my car to be serviced and was charged more than **** to pick it up a couple months ago the same issue surfaced and I was charged more than 600. It happened again a 3rd time, this time they told me I would be charged 810 and it was ready for pick. Same part ABS MODUAL, today I picked it up or thought I could and they told me its not 810 like agreed, its actually more than **** this time for the same part that should have been guaranteed. I was not able go afford that and was told a mechanic **** was on my Accnt, Today I am asking you guys to investigate this and if there is anything that can be returned to me $ for you guys to please help and advocate on my behalf, I have explained this so many times to there employees they dont document Accnts or conversations so each time I call or conversate about this I have to explain myself over and over again when I know there should be a record of my vehicle the amounts paid and a record That its the same ABS MODUAL PART. They need to be investigated for taking advantage of women that dont know much about parts and labor.

  Business response

  09/06/2023

  I have received and reviewed customers complaint. My Service manager is out this week. I will review with Service manager upon his return next week and respond to Customers complaint. 

  Business response

  09/12/2023

  I reviewed customer issue with my Service Manager.  We reviewed customers vehicle history. Customer has had many different issues and repairs on this vehicle. ABS module was replaced on last repair and customer was not charged for the replacement part. A starter was also replaced on last visit. We strive to provide excellent customer service - since 1933!  Any concerns please let us know.

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our newly purchased car would not start. We eventually had to pay for a tow truck to have it brought to the dealership to determine the issue. We were told that we would pay for the rental car and be reimbursed once the submitted it. We still havent been reimbursed for the car. We have been told several times that someone is taking care of it, but it seems to just be given to someone else to not get ** the money for the rental car.

  Business response

  05/04/2023

  We have reached back out to manufacturer (Stellantis) for Rental Vehicle reimbursement consideration. We have been waiting for their response. We apologize for the length of time involved.

• Initial Complaint

  04/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Opened claim with auto insurance and *** Obrien In 10/20/2022for front end collision/repair damage estimates.Took Staff (21 days) to respond to insurance with estimates , which costed me $1800 for car rental.Got Appointment set for repairs in 11/2022 & was given a 2 week turnaround for work to be done.Took car to scheduled appointment on 01/2023. Again, was told it would take 2 weeks to finish repairs.From 02/2023 to 03/2030 I got the run around as to why my car hadn't been started on and finished within the 2 weeks initially promised. Also why parts were not already order like promised back in 11/2022. Beginning of March, I found out from insurance that price increased $2500 more than what was agreed upon. March 15,2023 Found out that collision department received supplement check from insurance. From 03/2023 to 04/2023 I have been lied to and given the run around as to when my car would be finished since they received check.04/2023 car is still not finished, all parts are still not ordered, my car still sitting in the same spot from months ago, no one is showing any compassion or urge to at least start my car, I've had to purchase another car ..so that my daughter and I can have SAFE transportation .. which cost me to become in more debt. After speaking to manager of collision and repair department , I found out that he wasn't aware that my car needed so many parts. As a single mom, I'm at lost. I purchased my car from them & always stay on top of servicing with them. I trusted *** Obrien to take care of my repairs because after all , I'm a loyal and frequent customer. I Don't understand how a trusted business, as *** Obrien, would accept my repair check and leave me without a car ( a car I'm still making payments on ) and lie to me like they have, for months .I need help with getting my car finished expeditiously or at least some acknowledgment from the company for the inconvenience this ordeal has caused me.

  Business response

  04/04/2023

  We are sorry for your inconvenience. Unfortunately we have experienced Employee and Parts supply chain issues which have a major impact on our production workflow.

  Your vehicle is making progress in our shop. I would anticipate mid April unless a Part is delayed. Thank you for your patience and understanding.

• Initial Complaint

  07/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Warranty work where they painted my sons 2018 Jeep is the incorrect paint color, tried to match twice. Took it to another Jeep dealer and they said it was the wrong match, asked us to take it to a certain collision center to get a quote. After, they said the rep told them to have us file a BBB complaint, escalate with Chrysler, etc. We just want our sons Jeep painted the correct color.

  Business response

  07/06/2022

  Have customer visit our **************** and ask for Manager - ****.

  We will review paint issue, customer file,  and see if we can resolve. 

  Customer response

  07/07/2022

  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,
  
  *************************

   

  We have already brought it there twice and the Owner, ********************* has already said it was their final decision with that last effort. If this has changed, then I would expect a call or email from *********************, who owns the dealership and made the final decision, so his written response would be reasonable, versus wasting more of my time with somebody who doesn't know the history.  We just want the Jeep to be painted the same color when we brought it in their before they messed it up.  The other Jeep dealer said they need to make it right, so we have also escalated with Chrysler **** and opened a case with them also.  We will move to legal means if necessary because no dealer should be able to mess up your new paint job, twice, and then say it is fine, when other Jeep dealers say it is not.  

  
  

• Initial Complaint

  04/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle on 3/28. Prior to purchase I asked about the condition of the tires and was told that ************* Law requires tires to be replaced if the tread measures less than 11/32. I was told their inspection showed they did not have to be replaced. On 4/9 we took the vehicle in for service at a local ***** dealer. Their multi point vehicle inspection recorded the front tires at 8/32 and the back tires at 7/32, well below the limit I was told prior to purchase. The total mileage on the vehicle between purchase and inspection was 441 miles; therefore I do not believe this amount of wear could have been sustained after purchase. This is a misrepresentation of the vehicle prior to purchase. The tires should be replaced by the dealership at no cost to the customer.

  Business response

  05/02/2022

  Dealer believes some confusion on tire tread depth numbers.  ****** Tire trade depth chart for reference. 10/32 is new tire, 8/32 is great, below 4/32 consider replacing.  I would suggest getting a second opinion on tire tread depth to confirm ***** dealerships measurements. Or you can measure tread depth yourself - again ****** for details. Your tire tread depth is great & no need to consider replacing tires until below 4/32. Be careful of 'pot holes/ ***** holes' and rough pavement - you can damage a tire & rim easily if you hit one. Safe driving!

*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. ↩