ComplaintsforMetro Chrysler, Dodge, Jeep, Ram

• Initial Complaint

  11/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We left a $1,000 deposit abd put insurance on it and they sold the truck to someone else, we want to buy the truck. We had to wait for money to be transferred from vanguard to our bank. I tried to bring them a cashiers check but they said no. The truck costs 70K

  Business response

  11/30/2023

  The customer left a deposit on November 7, 2023. The deposit was to hold the vehicle for up to 48 hours.  For the next eleven days we were unable to confirm a delivery date with the customer.  On November 19 we received an email stating that they were going away the week of Thanksgiving and would arrange delivery when they returned.  We subsequently informed them that the vehicle was not being held for them.  Please have the customer contact us with their credit card information so we can refund their deposit.

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 28,2023 I brought my 2022 *** **** for a general diagnosis due to high fuel consumption and it was in regeneration for too long. told them not to do anything without my permission. a day after they told me its the turbo it has oil in it, when I told them to put everything back together so I can go somewhere else to get a second opinion ( as the engine oil wasn't leaking at all) they said its been unassembled and we Have to replace it at metro we waited a week for the part and when replaced we were told there is another problem with nox sensor(oxygen sensor) when I asked why they did not detect it when it was first diagnosed so the parts can arrive together and be replaced together so I can save time, drive my truck sooner and know my amount due so I can plan my finances and they said it is how they work. after 2 and a half weeks I picked up my truck with same issues as I brought it in. on next business day I brought it in again and they checked it saying it works all good and I need to drive it more as there might be remaining oil from the turbo in exhaust system. Two days later we noticed oil level going extremely high which means diesel got into oil. when I called them, they said they checked the injectors 2 days ago and it cannot happen, on Friday, September 15, I brought it back to them with the truck barely driving. after $8,400 already spent and now they ask for $15,000 +. But they don't know the whole damage caused by the diesel into the oil and say they will just begin with replacing all the injectors( without checking which one of 6 failed) and they don't know if the engine failed but quoted me for $49,900 to replace the engine which makes the truck a total loss because the repairs cost more than the price of the truck new. Dealer doesn't want to take responsibility for the wrong diagnosis, repairs and recommendations offered to me. this truck is used for a business and I experience a hard time paying all the bills without income for 3 months.

  Business response

  12/12/2023

  I attached all service correspondence between customer, service and Stellantis regarding the vehicle. We followed all protocols in attempting to fix the problems. 

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a used passenger van for over $40,000.00 with over 60,000miles on it. We went to Mass and test drove it and looked it over to make sure it was in advertised condition with everything running well. We determined it was great, everything in good cosmetic condition and mechanically. We are based in NY and when the dealer brought the vehicle to us to register it, it arrived dented on either side, and keyed (scratched larger than 2 hands). We called the dealer with the driver still present and the dealer reviewed the online photos to verify these damages were not on it prior. They confirmed the damages were not on the vehicle prior and offered to take the vehicle back to be fully repaired at their dealership. We then went ahead and registered the vehicle in our name and the dealers driver took the vehicle back to be repaired (9/6/23). The salesman was in contact with me during the week the vehicle was being repaired apologizing for the inconvenience this was causing us. The vehicle was returned back to us a week later (9/13/23) with one dent still in the side and the passenger side door not unlocking. We immediately called while their company driver was still there and the dealers management said the dent couldn't be fixed but had been there before we bought the vehicle so they didn't have to fix it anyway. When I said at this point I no longer wanted to purchase this vehicle they said they couldn't do anything about that anymore. Later the sales agent emailed and said he was sorry he hadn't been in touch before the van was delivered a second time to explain the dent was not able to be removed. The dealership owner called and said that the dents and scratches had been on the advertised vehicle the whole time but offered us $300. We were delivered a damaged vehicle two times! We did not agree to purchase a damaged vehicle at the asking price.

  Customer response

  09/15/2023

  I requested from the business a partial refund of $1,000. They offered $300 which did not feel just considering the circumstances. In the BBB complaint I did not see an area to write in this detail and so I selected a payment adjustment as I will be making monthly finance payments. But what I am asking for is $1,000.00 to be given back to me.

  Please let me know if that answers the question.

  Thank you kindly,

  ****

  Business response

  10/03/2023

  As the customer has stated in their complaint, they did a full inspection of the vehicle before deciding to purchase it.  We delivered the vehicle to them in ******** and the vehicle was in the same condition at the time of delivery as it was at the time of the inspection.  The dealer did not do any damage to the vehicle and is therefore not responsible for any repairs as dents and dings do not fall under the Massachusetts warranty.  As a goodwill gesture, however, the dealer did offer $200 in exchange for a signed release.  The customer rejected this offer, but we will still honor it for an additional seven days.

  Customer response

  10/11/2023

  We will accept the $200.00 at this time as a gesture towards lowering the costs of the damaged van.

  However, we do continue to feel dissatisfied with the customer service. The dealer says they did not damage the vehicle however from the time we looked at it to the time it was delivered it was keyed and dented. When the dealer took the vehicle back to be repaired it was not fully repaired and delivered back to us with a dent and no communication from the dealer acknowledging the damage could not be repaired fully. 

  Additionally, the side passenger door needed to be repaired as the lock was not working. We have since repaired that out of pocket at a local **** dealership. 

  These damages were not revealed at the time of showing and as a result we paid top market price for a damaged vehicle. 

  Please advise when we can expect to receive the $200 payment.

  Thank you,

  ****

   

  Business response

  10/13/2023

  A release letter has been emailed for signature and notarize so we can then send the money. Thank You..

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased this vehicle, less than two years ago, recently I took it in for service regarding air conditioning; and when I delivered it to get looked at, I was told if it is a hose leak or issue other than needing a charge the warranty will cover it. I then get a phone call stating that it is the ** compressor that needs to be replaced and that I would have to pay close to $3000 to have that repaired stated it is not covered by warranty and I would have to pay out-of-pocket. I explained that that is not the situation that was explained to me when I dropped off my car and they completely disregarded what I was saying and said if I needed it fixed its $3000 , this is not the first time that this business has given me false information. This vehicle I purchased from them and has been nothing but problems since I purchased it. They are unprofessional rude and was standing in the lobby picking up my vehicle I heard an employee on the phone with a customer rude as well hangs up the phone with a customer, and as Im standing there, a customer starts bashing the person that was just on the phone , this is terrible service that these people provide and terrible equipment vehicles that they provide and theyre just robbing people blind out here

  Business response

  08/25/2023

  This consumer purchased this vehicle Sept. of 2021, with ***** miles on it, At time of purchase the vehicle was already out of any factory warranty. ****************** did purchase a extended service contract when she purchased the vehicle through Zurich, it was a powertrain warranty which does not cover air conditioning. We did good will a diagnostic on the vehicle to help where we could. 

  Customer response

  08/25/2023

   
  Complaint: 20449666
  
  I am rejecting this response because:
  When I dropped off I was told warranty would cover then I was told No. the miscommunication and unprofessionalism is unreal. They bad mouth customers right in front of other customers. They need an ethical/customer service course for sure
  Sincerely,
  
  *****************************

  Business response

  08/25/2023

  I can only speak to the issue of warranty not covering the fix,  the car was purchased 2 years ago and was out of warranty from factory, a extended service plan was purchased that covered the powertrain. My service ***** covered ********.  fee, I was explained that the customer was very unsatisfied and vocal about her displeasure that the warranty didn't cover the a/c, stated ***** told her it covered everything when she purchased it and was upset with the service *****  when told it only covers powertrain.

  Customer response

  09/01/2023

   
  Complaint: 20449666
  
  I am rejecting this response because:

  diagnostic fee was not waived 
  
  Sincerely,
  
  *****************************

  Business response

  09/01/2023

  According to our records you did not pay anything in regards to this last service including not paying for a rental for the week you were in it. 

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought Tires for life policy and were denied Tires.. we had all of our oil changes done within the date or mileage due.. I am disgusted that the first claim we file, after paying for this service, was denied.. this is a total scam and should be shut down..

  Business response

  05/19/2023

  Tires for ************ was a free service with the purchase of and new or pre-owned vehicle back by a third party provider. With the service the customer is responsible to meet all maintenance requirements including oil changes, tire rotations as well as K services ex.(50k service, 55k service,60k service etc...) The customer did their 50k service but no other services since except for oil changes, Every **** miles is a service required on the vehicle which they now have 70k and last K service was done at 50k, They should have had 55k, 60k,65k, they have not and that is why the claim for free tires was rejected. All the information was provided to them in writing with the contract they signed for the service. I have attatched the service intervals they have performed here at the dealership. I hope this helps..

• Initial Complaint

  09/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 22 I took my Jeep in for an issue with it starting. I let my advisor know that 3 weeks prior the battery died and was charged. Though my advisor was able to duplicate the issue the tech was not. My battery was tested and allegedly passed. Not even 1 week later the car began to jerk and buck as I was driving with my Tachometer drastically dropping as I was driving and I waited 2 weeks for an appointment. That brings us to ****, Where I explained what my car was doing and my check engine light was illuminated. An evaporator leak was discovered as well as a gap with the spark plugs and claims the plugs were incorrect. I was charged another 155 that apparently did not go towards the work to repair the issue. I approved over **** in repairs including a suggested brake job and the replacement of the allegedly good battery based off the recommendations of the "certified" technicians. **** NOT EVEN 24 hours after picking up my jeep I had literally the same experience on the highway nearly having an accident and being escorted off the highway with the state police. I had the car towed back to the dealership, needless to say the **** did not fix my issue. I was told by **** the tech would look at my vehicle and that did not happen. On **** I called and after my advisor clearly didn't understand my frustration I spoke to the manager ******* who had no idea my car was a return, and I was left without a loaner vehicle and no update. ******* was able to get me a loaner but I was then charged another fee to re-diagnose the issue my car was brought for in the first place. I'm now being told that I need to spend another 700 "to start' to fix my issue and replace an ASB module and that they need to bleed the brakes& that I needed to pay for parts that are backordered. My advisor said if it's not the *** module than its the *** and they would need to replace that. I left **** without my car fixed again and its ridiculous I'm supposed to pay for the techs inability to diagnose

  Business response

  09/17/2022

  We took care of the customer internally. 

  Customer response

  09/23/2022

   
  Complaint: 17802962
  
  I am rejecting this response because: I was supposed to be issued a refund that I have not received. 
  
  Sincerely,
  
  ***********************

  Customer response

  10/04/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I received it Saturday, thank you for following up.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/23/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I was purchasing a 2017 Ram that I had leased for 3 years. **** in Finance offered to sell me an extended warranty. I informed him that Im not eligible for the extended warranty because I had my differential fluid changed at 28k miles at a *********** Having work done outside of their service department voids the warranty. I went to ********** because businesses were often shutdown during COVID and I was lucky to just get in anywhere. **** assured me that it wouldnt matter because I had the work done prior to the purchase, and the truck now had 32k miles. ****** businesses were often shutdown during COVID. Trusting **** I purchased an extended warranty. When I went in for an oil change the customer service rep told me that my extended warranty was no longer valid because I had work performed outside of their shop. I tried to resolve this with **** and the customer service rep. I thought I had succeeded but the customer service rep became belligerent when I was leaving and said, Good luck getting them to honor their contract if you ever need it. Those words and this experience has proven to me that this dealership has no intention of honoring our contact. I would like my extended warranty purchase price of $3,500 refunded and I would like to cancel this extended warranty contract.

  Business response

  07/12/2022

  We took care of this matter internally.

  Customer response

  07/18/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. This matter was resolved to our mutual satisfaction. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I went in to look at a vehicle on April 25th 2022. I decided that evening that I was going to purchase the vehicle. I explained to the salesman that I had been pre approved to purchase a car with my bank. The dealer had told me that they worked with my bank and would be able to work with them to process the purchase. They proceeded to run my credit a second time that night. They ran the application wrong and then next day had to correct the application causing my social to be flagged as fraud. After I had to deal between both the bank and dealership with conflicting details of what they needed to process the purchase. It wasn't until the following Monday I was able to sign for the car. The car then needed to be registered and I wasn't able to pick the car up. I picked the car up Tuesday. During the buying process I was told the car would be serviced and cleaned. After picking up the car It was not any more clean than when I tested drove it on monday. After receiving the car on Tuesday it was shaking at high way speeds. I had to bring the car back in on Wednesday less than 24 hours later. The service center looked the car over and stated that the issue was caused by an unbalanced wheel. They also said the pre sale service was never completed. They agreed to replace the tire but aren't replacing the other three. This causes a difference in tread. This cart is a 4 wheel drive vehicle. Having drastically different treads can cause problems down the line. I asked why they weren't purchasing them. They said they didn't have to. I was told I could purchase the other three. I was quoted for the other tires. Then a day later was informed about a mounting fee and a shop fee. When I asked what the shop fee was for I wasn't given and explanation. I purchased a car with issues. Those issues are being fixed but will cause a problem down the line. This has been the least professional experience I have dealt with.

  Business response

  05/16/2022

  Business Response /* (1000, 5, 2022/05/09) */ Took care of it internally customer is satisfied

• Initial Complaint

  04/13/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased my vehicle 9/2021 and by 11/2021 I had to bring it to have sunroof motor replaced. It was winter and obviously sunroof was not opened again until yesterday 4/11/22 and when I tried closing it, it wouldn't close. I brought it in today 4/12/22 and they're stating the motor needs to be replace again and traction as well costing me $3000.00 This is Absurd to me when I've only owed the vehicle for 6 months. On top of this being so costly they're charging and additional $200 for confirming what I already had stated is wrong with the vehicle.

  Business response

  05/18/2022

  Business Response /* (1000, 7, 2022/04/27) */ We have tried to reach out to ******* but the contact number we have on file is a non working number if you could reach out to her for a working number that would be great. Business Response /* (1000, 11, 2022/04/27) */ I, ******* ****, was able to finally contact customer ******* ******* on 4/27/2022. Prior to that we had the wrong phone number. Customer's correct number is XXX-XXX-XXXX she just recently changed it. I told her we would cover $2,000 of the repair and she would be responsible for $1,000. She appreciated the willingness to help and offer and asked for some time to think about it. We will be handling this situation at the dealer with the customer.

• Initial Complaint

  12/27/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The dealer fails to honor warranty repairs on vehicle. We agreed that the vehicle is under warranty however the dealer contends that the internal damage to the powered folding mirrors was caused by the mirrors being folded manually. The mirrors were not folded manually and the owners manual infers that the mirrors are designed to be re-engaged if folded manually or bumped. The dealers claim that the failure it is my fault could be applied to any mirror drive failure thus their argument is invalid The manual states that in the event that the mirrors are folded manually simply re-engage the drive by powering the mirrors open and closed. The dealer disregards that fact and claims that I damaged the mirrors thus voiding the warranty. Attached is a copy of the owners manual

  Business response

  12/29/2021

  Consumer Response /* (2000, 6, 2021/12/29) */ The dealer has since responded and has changed their Position so are now reimbursing the cost to diagnose the repair and are replacing the failed mirror and drive mechanism.

*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. ↩