ComplaintsforColonial Chrysler Jeep Dodge of Hudson

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased my Jeep in December 2023. Since then, I have had 3 engine replacements at this Colonial Jeep in Hudson. Each time after the replacement, my vehicle would still not perform correctly. I would then have to bring my vehicle back immediately to my car dealer. Upon, inspection it was determined that my vehicle's engine still had a problem. This last time, I got my vehicle back again it wasn't driving correctly so I brought it back to the dealership. I was told I needed a transmission and that who ever installed my engine did not do a thorough job. I have had this vehicle for approximately 16 months of which 7 of those months I was without a car. Even no transportation. So I have been paying for a vehicle that is constantly breaking down. Every time, the root of the cause has always led back to the engine. Jeep has ordered and received wrong parts, damaged parts all delaying the so called repair. On top of the repairs The manager ******* and **** my advisor have been very rude. They have not made any of these issues go smoothly. I'm at my wits end because I have a vehicle that I'm paying for that just does not run correctly. The improper installations from Colonial Jeep then lead to other issues in my vehicle.

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2009 Dodge Ram **** new from Colonial Chrysler Dodge Hudson, MA. The *** is *****************. At that time I also purchased a service contract# ********. i was informed by a FCA customer care representative, on 7/7/2023. that number was different than the one that she was showing on her record. That number was: ********. Either way both numbers indicated that the problem i was having was covered under the ******************* Plus according to ******. The problem that Im experiencing is my radio infotainment system is not working. No Radio, no bluetooth, no backup camera. I brought the vehicle to the closest Dodge Dealership: ***********************, ******, **. I spoke with a representative. He stated that they dont fix those units and there are none in stock. I brought the vehicle back to Colonial Dodge and they basically said there was nothing they could do and suggested that I try finding one in a junk yard. The unit is covered under that part of the contract labeled EXPANDED ELECTRICAL. Coverage for ************************ and Speakers (includes CD and Tape Player." I purchased the extended contract so that problems like this wouldn't be a problem. I feel that Chrysler Service Contracts and Colonial Dodge should honor the contract and repair or replace the radio unit.

  Customer response

  07/21/2023

  I have not heard from the business in response to my complaint.

  Business response

  07/22/2023

  I am unaware of ***************************** issues he is having with his radio and warranty repair/replacement.  I will gladly assist him with trying to have his radio repaired or replaced through his extended mechanical warranty.  He has not reached out to me for assistance to this point.  Please let him know I can be reached at **************** and we both can try to work through a solution for him.  Thank you, *********************
  
  

  Customer response

  07/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #******** to an extent.  The fact that the dealer states that I didn't contact them indicating that I have a problem with the radio unit is incorrect.  On May 4,2023 I brought my vehicle to Colonial Dodge. At that time I explained to the service manager my problem.  He indicated to me that there was nothing he could do and to search junk yards for a replacement unit. While accepting the dealers response i reserve the right to open another claim if the dealer does not repair or replace the defective unit per the contract.  I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  04/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2019 Jeep Grand Cherokee from Colonial Chrysler on 12/31/2022. The Jeep was certified pre owned, and I was assured that there would be a very in depth inspection of the vehicle as a part of this process. This inspection was to be comprised of multiple hundreds of checks, including inspection of the cooling system and its components. I was told the vehicle had passed. And was certified pre owned. As the vehicle was purchased in the middle of the winter, the air conditioner was not used for some time. The air conditioner was turned on for the very first time on April 11, 2023 as we were hit with our first hot weather of the year. The A/C does not work. It blows hot air exclusively, and makes a humming sound. I reached out to Colonial, and I was told that the certified pre owned warranty was only for 90 days and it had been 101 days since I purchased the vehicle. I was told this would have been covered if it was within 90 days. I explained that this was the first time that I had used the A/C as it has been cold weather outside prior to this day, and the response that I got was a laugh and I guess this is why you should buy the extended warranty. There would have been no way for me to even test the A/C prior to this day, because it was cold outside and it would just blow cold air anyways. It is obvious to me that the air conditioner was broken at the time I purchased the jeep, as it would not work the very first time it was turned on. The ** told me I could bring the Jeep **, and they would fix it but the warranty would not be honored. I took the Jeep to my own mechanic, ******************* and Resevoir Garage. They checked the system, and there was absolutely no Freon in the system. They were also able to see that there was dye in the system, which means that somebody had already been aware of a problem, and had searched for a leak in the system. My Mechanic filled it with Freon, and we are searching for the leak. Colonial should be liable to fix this.

  Business response

  05/08/2023

  We sold the 2019 Jeep Grand Cherokee to ********************* on 12/31/2021 with ****** miles on it.  We sold the Jeep to ***** with as a Jeep certified vehicle, the warranty the Jeep offers on it is for 90 days or **** miles whichever comes first.  This is a comprehensive warranty that requires a $100.00 deductible per repair visit.  It also carries a up to 7 year and up to ******* mile powertrain warranty which starts from the original owners in service date when new.  We offer comprehensive extended warranties for which she was offered to purchase and she declined.  The ************* Lemon Law warranty on this vehicle based on mileage at sale was 60 days or **** miles on safety and use so she was out of that coverage as well.
  
   
  
  ******* called service here and they told him that they were out of the certified and lemon law warranty.  He then spoke to me and I told him the same thing but that we would look at the Jeep and diagnose it for him but he would possibly be subject to the $100.00 which he would have had if his certified warranty was still active.  He was not interested in that and I assume took it to his own mechanic instead.  So that is where we sit today, the offer still stands to ***** if she wants to set up an appointment to have ** diagnose her Jeep.
  
   
  
  Please feel free to reach out to me if you have any further questions.
  
   
  
  Thank you,
  
  *********************
  General Manager

• Initial Complaint

  10/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my 2015 Dodge Grand Caravan towed to Colonial Dodge in Hudson ** for service. We have a lifetime warranty on the power train which is the only reason why I had it towed to the dealer. They told us they would take a week to look at the vehicle. 3 weeks later they inform us its the transmission, they will take an additional 3 days to submit the pictures and paperwork to see if the extended lifetime warranty would cover the transmission. No problem I understood. I called every week for the next 3 weeks asking for an update. They never return calls, never call me with an update. Finally after 3 days short of 6 weeks I once again called today only to find out today that the dealer only submitted my claim last Friday. Less than a week ago.The service department sat on my car telling me they submitted everything only to find out they lied and mislead me the whole time Today I asked for the update and the gentleman on the phone said well you can call mopar yourself. So I did and after speaking with 2 different warranty departments they had no record of my claim I called colonial service back and they said and I quote I dont have to call anyone because it is submitted So here I sit 6 weeks into a broken car with what appears to be no claim filed by the dealership and they refusing to help me any further

  Business response

  11/04/2022

  The customer's vehicle was towed into our dealership without an appointment and was told that would get it in to the shop as soon as we could.  At the time we were scheduling out 2-3 weeks for major repairs.  We have since got the vehicle in to the shop for diagnosis and have determined that it needs a transmission.  We have submitted his claim to Chrysler MVP extended warranty repair for approval, they are very slow to respond, and we are waiting to hear back. Our service writer is going to call them again on Monday to see if they have an answer on the claim yet.  We are doing our best but if the customer feels he can be better served elsewhere that is obviously his option. 

   

  Thank you,

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

  General Manager.

• Initial Complaint

  01/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Sept 1st, 2021 we brought our car to Colonial Dodge Chrysler Jeep RAM for a coolant flush utilizing a coupon that was sent to us for that maintenance service. According to the coupon, the service provided was to be inspection of hoses and belts, replacement of anti-freeze and a pressure testing of the system. On 10/20/2021 while driving on route 2, we had a message pop upon the car computer screen, saying that the engine was running very hot. We pulled over and the message went away. When we got back on the highway, the message popped up again. We called our mechanic and he advised us to have it towed in. Since we were in Lunenburg, we had it towed to him.The following day we received a phone call from our mechanic saying that the cover to the overflow tank was not on tight and the coolant had leaked out during the course of driving the vehicle. He reported that because of this, we had a cracked radiator, a crack in the expansion tank and the thermostat was stuck. Our car was running fine until we had you perform maintenance service on the cooling system. This was clearly caused by negligence on the part of Colonial Dodge Chrysler Jeep RAM's service department. We have called the service manager on repeated occasions but they refuse to return phone calls. We sent a registered letter on November 1, 2021 and included the bills for repair and request that they pay out the amount of $1211.54 for the repairs and a refund of $234.26 for the coolant system service that we had. We have had no response from them.

  Business response

  01/24/2022

  Hello,

  We do not feel we are at fault for this damage.  The customer states they drove the vehicle for over one month before they experienced the overheating.  If the cause was a loose radiator cover it would have experienced issues prior to 30 days.  Because we can't  say what the cause of failure was, we will offer to settle this dispute.  Please reach out to me directly at your earliest convenience.

   

  Thank you,

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

  GM

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

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