ComplaintsforRay Brandt Dodge Chrysler Jeep

• Initial Complaint

  08/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My car has been sitting at the dealership waiting on recall repairs for almost a month and no one has given me an accurate update. I was given an estimate of the replacement parts for my car but yet Im constantly being told that its my transmission. But I am also told on separate occasions that no one has been able to fully look at my car. I was also told that I have to pay a diagnostic fee in order to get my car back.

• Initial Complaint

  08/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In July, I brought my Jeep into Ray Brandt Jeep/Chrysler/Fiat on ******************* in ****** to fix a transmission fluid temperature sensor that I got a recall notice in the mail for, among other recalls. After I picked my Jeep up from Ray Brandt, I drove it approximately 8 miles and then it broke down. I had it towed back to Ray Brandt, as the Jeep had been running and I had been using it to commute to work daily with no issues until taking it in for the recall, where it has taken over a month (after speaking to the service department manager and requesting a timeline for its repair) to diagnose my Jeep, and this morning I got a phone call that they expect me to pay near $700 to fix a shift cable that was not broken before they handled the recall. I am quite frustrated because it seems like I am now stuck with a bill for a problem I did not cause. The service department claims that the broken shift cable has nothing to do with the recall repair- yet a simple ****** search clearly explains that in order to fix the temperature sensor for transmission fluid, the shift cable had to have been reassembled. I also called my regular mechanic and explained the situation to him and he again verified that there would have been no way for them to repair the sensor without disassembling the shift cable. I feel like the service department is being dishonest with me about their liability in this situation, and are trying to wrongfully charge me for their mistakes. I am hoping someone in the corporate office can help me- for over a month I have been juggling working full time with my husband while coordinating two kids in school that need to be picked up and dropped off every day. This has caused a huge strain on my family and I would like to have this resolved in a timely manner without having to go the litigious route. Thank you in advance.

  Business response

  10/03/2023

  After speaking with ************* on several occasions, 

  we agreed to complete the replacement of the part in question at no charge to the client as a gesture of goodwill.

  The vehicle repair was completed and released at no charge to the customer *******.

  Thank you to all involved parties. 

• Initial Complaint

  10/26/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In 2016 we purchased a Dodge Grand Caravan (VIN: *****************) from ******* Dodge in **********, ********. We are a military family and the selling point for us on this minivan was the ******* for Life warranty. We were assured that no matter where we moved with the military, the vans engine, transmission, and driveline would be covered so long as we had regular maintenance performed at a Dodge dealership service center. In 2017, we received orders to ***********, *********, and began the routine maintenance at Ray Brandt Dodge in ******, *********. In September of 2021, the van began making a ticking noise and we scheduled an appointment for diagnosis and repair while at the routine oil change. The soonest available appointment was October 11, 2021, and we were advised the diagnosis and repair would take approximately 3 - 5 days. Ray Brandt Dodge said they did not have any loaner vehicles available.We are a dual-working Navy family with three children and need two modes of reliable transportation; therefore, we rented a minivan from Hertz. This short-term rental was approximately $100.00 and reasonable for the necessity of our family having two vehicles. It is now October 25, 2021, and our vehicle is still with Ray Brandt Dodge. Numerous phone calls to speak with ****** and ***** have resulted in additional frustration with promised deadlines that come and go, promises of returned phone calls that never come, and an all-out lack of empathy for the financial crisis this poses for our family.We are now at $637.00 in fees for a rental car with no end in sight for when our vehicle will be diagnosed and repaired. Additionally, ***** initially advised today that the ******* for Life warranty is not valid at the Ray Brandt Dodge service center. Upon further exploration, we learned ****** nor ***** had called ******* to verify as had been promised for weeks.To say that we are frustrated, disappointed, and betrayed is an understatement.

  Business response

  10/26/2021

  Ray Brandt Dodge has reach out to the selling dealership where the customer had purchase their vehicle from. We took the initiative to contact them in behalf on the customer to help assist with verifying the warranty. We were not given any document regarding warranty paperwork from customer stating extended warranty on the vehicle except where the vehicle was purchase. It is customary that every purchase of an extended warranty will accompany the *** number of which it belongs to.  I am attaching an email thread from our service advisor to the dealership who issued out the extended warranty to the customer. Ray ********************************************* is not responsible for the rentals or the repair cost regarding what was supposedly promise to the customer from selling dealer. The selling dealer clearly stating they are not warranting any repairs per their response. It is up to the customer to take it up with the Lustin ********************** on why they were told something different. I understand the customer frustration and empathize with them as I would be upset to if  I was told I had warranty coverage to turn out I don't. We tried again today and the email thread will clearly showed that we tried and the selling dealer is not honoring their promise. The attachment will prove that we have tried to contact the selling dealer. 

   

   

  Thanks

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