Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/21/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle from Heritage Parkville dealership *********, ******** (in Aug 2024) which was totaled on November 15, 2024. Despite promptly informing the dealership and submitting the necessary paperwork, the dealership has failed to cancel the warranty and ************* associated with the vehicle in a timely manner.I have contacted the dealership multiple times, but I am continually told the cancellation process takes six to eight weeks. It has now been over two months since the vehicle was totaled, and the outstanding balance caused by the still-active warranty and ************* is preventing me from obtaining financing for a new vehicle. This situation has left me without transportation and caused significant inconvenience.I have also reached out to the ************* company, but they informed me that only the dealership can initiate and process the cancellation. As a result, the responsibility to resolve this matter rests entirely on the dealership.This delay is unreasonable, especially considering other dealerships process similar cancellations much faster. I am requesting that Heritage dealership expedite the cancellation of my warranty and ************* immediately and provide written confirmation of the cancellation so I can close the outstanding balance and move forward with financing a new vehicle.This delay has caused undue hardship, and I am seeking a resolution without further delay. Thank you for your attention to this matter.

  Business Response

  Date: 01/22/2025

  We received a cancellation confirmation from *** for the warranty; however, we are still waiting on the refund payment from ***. After the *** refund is received, payment will be issued to the lender.

  Regarding ***, since this is a total loss, JM&A will cancel the *** after confirmation from the lender. This may not happen until after the lender fully processes the warranty cancellation. 

  Customer Answer

  Date: 01/23/2025

  Complaint: 22832175
  I am rejecting this response because: I find their explanation unsatisfactory and would like to proceed with the complaint for the following reasons:
  
  1.)Warranty Refund Timeline Already Exceeded: *********, the protective warranty company, confirmed that my warranty cancellation was processed with an effective date of November 15, 2024. They also confirmed that a payment of $2,481 was issued to Heritage Chrysler Dodge Jeep RAM Parkville. Given this information, the dealership has already exceeded the six-to-eight-week processing timeframe they originally cited. As of January 23, 2025, more than ten weeks have passed since the cancellation was processed. 

  
  2.) Request for Expedited Processing: Since the dealership has received the funds from *********, I request that the dealership expedite the process of forwarding the refund to Regional Finance, my lender. I understand that typical dealership procedures might involve delays, but my situation is urgent. This outstanding balance is preventing me from obtaining financing for a new vehicle, leaving me without reliable transportation. 

  
  3.) Clarification Regarding GAP Protection: It is noted in the dealerships response that GAP cancellation depends on the lender processing the warranty cancellation. However, GAP has already been canceled and paid out on December 17, 2024, so this should no longer be part of the issue. The focus should remain on expediting the warranty refund to Regional Finance.
  
  
  I kindly request the BBB to facilitate communication with Heritage Chrysler Dodge Jeep RAM Parkville to ensure the following: 
  - Confirmation from Heritage that they have received the $2,481 refund from *********

  - A timeline and method (e.g., ACH transfer) for when Heritage will send this payment to Regional Finance. 
  
  - An explanation for the delay beyond the stated six-to-eight-week timeframe and any steps they can take to expedite the payment at this point.
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 01/30/2025

  It is company policy that we do not issue refund payments to the lender/lienholder until after we first receive the refund from ***. Generally it can take 6-8 weeks for AUL to process and issue refunds, although it is always possible it can take longer. We do not have any control over ***** timeline.   

  The dealership has finally received the refund from AUL.  I have confirmed that a refund check in the amount of $2,481.76 (Check#*******) was sent via *** overnight delivery to the lender, ******************************** 

  Customer Answer

  Date: 01/31/2025

   
  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.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:12/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/7/24, I took my car to Heritage body shop for repairs after speaking with the company, explaining my issue and I was told that this is an issue that could be handled at this location. After bringing my car in, I was informed that they could not fix the problem there to take it to Meineke or it would cost me $3423.82 to have it fixed at Heritage. I was charged $199.23 to be given a printout of the description of what I told the company was wrong with my vehicle. I drove about 14min to and from; just to lose more money and be told to take it to a place other than the dealership who should be able to fix my issues. I was told I had to pay this fee or they would keep my car.

  Business Response

  Date: 12/20/2024

  As you can see by the Documents the Customer provided, he claimed there was a buzzing noise under the vehicle when coasting. I am not sure why he is claiming he told us what was wrong with the vehicle. If he already knew the issue with his vehicle why would have brought it to us at all? We did not say that we could not fix his vehicle. We explained to him that the repair would cost $3423.82 for us to repair it using Factory Components at our location. We provided the Customer a detailed estimate of the repair. We recommended that he take his car to a local shop, who had the ability to repair the part and save the Customer thousands of dollars. I believe that we acted completely in "Good Faith" and earned the fees paid by the Customer. I have attached the signed Repair Order authorizing us to Inspect his vehicle.

• Initial Complaint

  Date:01/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint with heritage Jeep ram Chrysler of Parkville starts on January 2 of 2024. my vehicle has been there since then and has not had work done. They have all the parts ready they have not had time to put them on. I have a lawyer that stated that you need to provide me with a rental car if they don’t have any that they would be responsible for getting one I’ve talked to the general manager, Brad ********. And everybody from the team who promises me they will call me back the next day and never do. Since January 9 Brad and his team have promised me a rental car and a callback and I have not received any. I call three times a day for them to tell me they will call me back and never do I’ve made each one of his members promise they would call me back, and they refused to help or call me back. I furthermore have learned that they like to take advantage of their young drivers me being 22 because I did not know any better now that I have paid a lawyer and gotten my rights I realize that they have been taking advantage of me , I’m so surprised the corporate company would do this to me and I’m saddened on a personal level that they would act like they wanted to help me when in reality they don’t.

  Business Response

  Date: 01/22/2024

  It is my understanding that the customer resolved this matter directly with the store and picked up and paid for his vehicle's repairs on Friday January 19th. Accordingly Heritage considers this matter resolved and closed. 

• Initial Complaint

  Date:01/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The extenuating circumstances as to why I was not able to file a complaint within one year is that I was unaware of this service. I took in my 2015 Jetta for the State Inspection early morning 11/30/22 and because it did not pass, they keep it over the weekend to fix the 2 things that kept my vehicle from passing (the bubbled tint on the rear windshield & the windshield wipers) Monday morning I was told that they’d need more time to remove the tint. They explained that they needed to work carefully as to not damage the heat lines on the rear windshield. When I picked up my car, not JUST the rear windshield tint was removed, but ALL of the tint on my car. I only requested the rear windshield since that’s what the woman told me was affecting my State Inspection pass. I was not informed or asked about removing all of the tint on my car. None of the removed tint pieces were vacuumed up! There were tiny pieces of tint all over my car and on the backseat, my daughter’s car seat base, etc. That was unprofessional of the team that removed the tint. I want my other windows that had tint to have it replaced with new tint free of charge since I was told the tint was only not acceptable on the rear windshield. ALSO, the heat/thermal lines were DAMAGED in that whole process so they don’t work anymore. I need my rear windshield replaced free of charge. I paid to have it done properly so no damage would be done yet it did happen and no one informed me of the damage. This whole situation needs to be rectified.

  Business Response

  Date: 01/09/2024

  On or about November 25, 2022, more than one year ago, Ms. ************* came to Heritage Volkswagen of Harford Road requesting a Maryland State Inspection on her 2015 Volkswagen Jetta. The Maryland vehicle inspection report showed the vehicle’s left front window, left rear side glass, right front window, right rear side glass and rear glass window all were tinted below the Maryland threshold of at least 35 percent light transmittance and the vehicle failed the state inspection. The customer authorized the removal of the tint.  On November 29, 2022, Ms. ************* paid for the tint removal and picked up her vehicle from Heritage. Immediately following the services rendered, Heritage could have researched any issues that may have stemmed from the service had Ms. ************* promptly contacted the store, but she did not and it has now been too long.

  Customer Answer

  Date: 01/14/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I was never informed that all the window tints were not allowed, it was never communicated to me that all were to be removed. Also, you didn’t even mention how the defroster lines were damaged after I got my car back. I posted a google review of my negative experience in a timely manner after having my car serviced and I thought that I would be contacted by the dealership concerning that issue. 
  
  Sincerely,
  
  ***** *************

  Business Response

  Date: 01/22/2024

  I am attaching the Maryland State vehicle inspection report, which shows all of the window tints were tinted below the Maryland threshold.  The tint had to be removed from all windows in order to pass state inspection. Industry standards are used in removal of window tinting and Heritage is unable to determine more than a year later if removal disturbed the defroster lines or if the lines were damaged later by another cause. 

• Initial Complaint

  Date:10/18/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle from Heritage Parkville on 10/2. They begged me to come in so they could hit their sales quota for month end and promised I would get a “great deal.” As part of that deal I negotiated them throwing in a spray on bed liner and Tonneau tri-fold hard truck cover. They mentioned the bed covers are hard to find so they would have to get back to me but they can work out getting it for me at cost. I said ok I will still purchase the vehicle and it can be noted the cover is being researched. After purchasing the vehicle they are telling me I can purchase one from them and have it installed for $1120. This is a total bait and switch. At each step of the process, I asked my sales rep (Brian *****) and sales manager (Mike ******) to add to the paperwork the truck cover was included and just kept being told it will be taken care of and now I’m being told I’m on my own to get a bed cover. They said whatever they needed to say to get that one last sale for their numbers. All I’m asking is the dealer cover the cost of the $500 cover and I’ll install it myself. Not to mention, prior to this the sales manager lied to me and told me he was giving me an extra $2,000 for my trade only to find out he reduced my rebate by $2,000 on the other side of the numbers.

  Business Response

  Date: 11/03/2023

  I have been asked to review and respond to Mr. *****'s complaint. On October 2, 2023, Mr. ***** purchased a 2023 Dodge Truck Ram from Heritage Chrysler Dodge Jeep RAM Parkville.  As a part of that deal, Heritage agreed to provide Mr. ***** with a spray in bed liner, which has since been installed on the Vehicle at no cost to Mr. *****.  Heritage did not agree to cover the cost of the purchase and/or installation of a Tonneau tri-fold hard truck cover.  Heritage will agree to provide Mr. ***** with the Tonneau cover for purchase at our cost. Mr. ***** can contact Mike ******* or Bradley ******** directly at the store in order to arrange this. 

  Customer Answer

  Date: 11/03/2023

  I am rejecting this response because: the business misled me to believe I was saving on the cost of the hard cover by saying they would get it more me at cost when I originally tried to negotiate them paying for the cover entirely. They knew I could purchase the hard cover for cheaper aftermarket. I provided evidence of this from their sales rep in my prior complaint. Not to mention they tried to gouge me for a $400 install of something that takes no more than 30 mins to do…

  I already purchased a hard cover on my own and have since installed it. I won’t be working with or referring anyone to this dealership. Not the right way of doing business.

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

• Initial Complaint

  Date:07/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 08/01/2023

  This repair was held up on manufactures parts availability delays and not by the shop. The repairs were still underway when additional damage was discovered and reported to the insurance company covering the damage cost. Once the insurance company reviewed the additional damage, they concluded that this car was a total loss. The owner signed the release agreement on July 28, and the insurance company has taken possession of the car. I explained the delays to the customer and provided them with a phone number for the customer care call ********************** for **** since they delayed the repairs. 

  Business Response

  Date: 08/01/2023

  this car was deemed a total loss, the owner has already sign the release paperwork and the insurance company is taking possession. 

• Initial Complaint

  Date:06/15/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2022 jeep grand Cherokee from Heritage in March 2022. In April 2022 I initially went back to Heritage to report a problem with the liftgate. I was told by the female service agent, after she parked the Jeep in the bay area, that there was no problem that there were something like a piece of bark stuck in the latchs catchl. I went home, satisfied with that information and didnt follow up until about a couple of months later when the liftgate began demonstrating the same difficulties that I initially complained about. The 2nd time I brought it back to Heritage, I was told by the service manager that, after looking at it, the problem was it needed a new lift gate, because in addition to the problem with it not closing, getting stuck, etc, that it was extremely noisy as well. He said a new liftjgate had to be ordered, and he would call me when it arrived. I took it back the 3rd time. I waited for them to replace the liftgate, and in less than an hour, the Service Mgr. said everything was ok and that the lift gate was replaced. On Saturday, May 20, 2023, while at the ***********, my son advised me of the return of the original lift gate problem. I called Heritage and left a message advising of the problem. I called Heritage, again the following Monday , and was told by the *** mgr to bring it in on Tuesday. When I brought the Jeep in, I was treated extremely poorly by the initial svc agent, and subsequently, the Sevice mgr (who pointed out the drivers side passenger window, and made reference that i had been in an accident, and that may be the cause of the problem with the lift gate. The remaining portion of this complaint is too lengthy to continue in the allotted amount of chracters. However, I am available to answer any questions, and provide documents and evidence.

  Business Response

  Date: 06/17/2023

  **** ******** the service director was able to reach the customer to schedule a time for the jeep to be brought in for repair 

  Customer Answer

  Date: 06/20/2023

   
  Complaint: 20188230
  
  I am rejecting this response because:  I spoke w Mr. ******** via telephone, on Friday, June 17, 2023. Per our conversation, Mr. ******* and I discussed my wishes regarding replacement of the vehicle, Mr. ******* advised me that was not an option. He did , however, offer me to return the vehicle to Heritage, in order to remedy the problem. Mr. ******* informed me that he would be calling me sometime next week( June *****). It needs to be noted that this offer of resolution from Mr. ******* is presented fifteen months after the original purchase of the vehicle, and fourteen months after I initially informed Heritage of the problems with the lift gate. 
  
  Sincerely,
  
  ********** ****** ******

• Initial Complaint

  Date:09/24/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Constant harassment and trying to have my personal information permanently deleted? Keep getting false interpretations about not getting contacted and they turn? Right around and send me emails mail and calls indicating to me? That they refuse to be civilized and remove my name and other information permanently removed? My resolution is to have my name permently deleted and an official apology and to have this, proof immediately deleted for good?

  Business Response

  Date: 12/07/2022

  Business Response /* (1000, 24, 2022/11/03) */ Our marketing department has been instructed to place Mr. Brooks on the "Opt Out" list - Please remember that if Mr. Brooks uses the MileOne Website, he must choose to opt out every time Consumer Response /* (3000, 26, 2022/11/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Let me say this until I do not see any more mail from this company, I will not agree to that they have stopped sending harassing emails and mail? Let me let you in on a secret? just as soon as I drop my case against them, they will get back sending harassing mail to me I don't know how long? I can keep this case active. But I will surely contact you if and when again they feel that you have no longer made sure that they answer my complaint? Once you have established and made sure that my complaint was investigated? Which I am truly grateful to you and your staff? Then that is when they feel that once the case is closed? That is when they start back up the harassment techniques? Trust me? Why do you think that I filed this case in the first place because of what I am telling you know? Business Response /* (4000, 30, 2022/11/21) */ Mr. Brooks has been contacted and informed that our records indicate that he has been opted out. Our contact information has been provided to Mr. Brooks in the unlikely event he receives anything further.

• Initial Complaint

  Date:08/29/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In late July 2022, I took my 2015 Jeep Grand Cherokee SRT into the dealership due to engine noise and issues when accelerating. Dealership kept the vehicle and informed me that the motor in my rear axle would need to be replaced ($2200) and the camshaft lifters would need to be replaced again. Several weeks went by and I went to pick the truck up. Immediately after driving I determined that the issue was still present. This was after paying the $2200 for the stated repair. I took the vehicle back in and the dealership kept the vehicle. after another week or so, they called me and informed me that I would need another engine. They never told me what caused the engine failure however, after speaking with several mechanics and reading the invoice. It was determined that the camshaft lifter had failed again which caused additional damage to the engine. The camshaft lifters is a common issue with the engine that is in my Jeep and it was replaced before in May 2021 under warranty. That part had yet again failed and caused additional damage. The part itself has a warranty on it which I have not exceeded by time or miles. The dealership is stating that the lifter fail is completely separate from the issue that caused the engine to fail however, they have not disclosed what the actual reason for the failure was. It's way too coincidental that the part failure and my engine issues happened at the same time. Moreover, there is a vast amount of people who have had the same issues with the same motors after the lifters have failed. In addition, several mechanics that also work on the same make and models have also disclosed that the engines typically fail or receive damage after the camshaft lifters go up. The dealership is not accepting any type of responsibility for the damages. Ive tried to reach out to the manufacturer for assistance and they repeat the same thing regarding their being no recalls and the vehicle being out of warranty. This needs to be addressed.

  Business Response

  Date: 10/11/2022

  Business Response /* (1000, 6, 2022/09/01) */ Ed **** Wed, Aug 31, 5:05 PM (21 hours ago) to me This vehicle came to Heritage on April 28, 2021 reporting that the vehicle was difficult to start that morning and Check Engine light was on. In accordance with factory protocol, it was determined that the can shaft was failing. On disassembly, the lifters had collapsed. As Mr. **** had purchased the vehicle as a Chrysler Certified Used Vehicle, the repairs were made. It should be noted that the exhaust system had been modified and the vehicle was extremely loud, but the vehicle left and operated well. The odometer read 91.615 at the time of the repair. The vehicle was returned on August 10, 2022 with a report of "does not respond to gas pedal on take off." A check of the engine revealed a ticking in the lower half of the engine that was not observed on the April 28, 2021 repair. The vehicle odometer showed XXXXXX a difference of 20,000 miles from the 2021 repair. The engine damage that appears now is not related to the cam repair in 2021. While we would like to make Mr. **** happy, as he has been a good customer, the factory and the dealership made an offer to replace the engine at a greatly reduced price for goodwill. Mr. **** declined the offer. At this time, we cannot offer him anything more as the dealership has followed all factory protocols and has done nothing wrong. Ed **** Corporate Counsel XXX-XXX-XXXX Consumer Response /* (3000, 8, 2022/09/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response from the representative is not only missing a lot of crucial details, but is also inaccurate. The initial service to replace the cam shaft lifters was performed June 2021 (see attached invoice) under warranty. Those same lifters failed July 2022 (see attached invoice dated 7.28.2022). The vehicle was taken into the dealership immediately following the failure of both the original lifters and the replaced ones. Service adviser diagnosed the vehicle and informed me that the lifters had failed and would be replaced under warranty just as the first time. The service technician also stated that the lifters had failed per the same invoice. At the time that the lifters failed is the same time in which the issue with acceleration started in addition to the engine noise. The lifters failing caused additional damage to the engine and since that part is still covered under warranty in addition to the vehicle being under warranty at the time the first set lifters were installed, the engine needs to be repaired/replaced, respectfully. The engine damage has everything to do with the failed lifters. The part that was installed under warranty failed. At the same exact time that the part failed, the engine started making noise and the acceleration decreased. This is not a simple coincidence. The loud exhaust has nothing to do with the issues mentioned above as I've had my vehicle serviced at Heritage several times and it has never been an issue. The tapping sound in the engine was not masked by the exhaust and can still be heard even while the engine is running. The difference in mileage is also incorrect. The current mileage on the vehicle is 105,872. The difference in mileage between services is 12,827. The dealership presenting me an offer to replace the engine at a discounted price is also false. I spoke with Matt ********* Service Director for Heritage on 8.24.2022 for 56 minutes. He informed me that he would reach out to the Area Manager and get back to me within a few days. As of today, 9.2.2022, I have still yet to receive a phone call, email or text from anyone at the dealership. I have phone records to back this information as well. After reviewing the response from the dealership, I'm insulted and appalled at the lack of honesty and commitment on behalf of my local dealership. I have spent thousands of dollars at Heritage when I could have easily taken it elsewhere including other local Jeep dealers to do the same job for less! The blatant disregard towards me as a loyal customer is horrible. Moreover, failing to rectify an issue that was caused by a faulty part that they installed on the vehicle just shows how they treat their "valued customers." Business Response /* (4000, 10, 2022/09/06) */ The technician reports that the current issues with the lower half of the engine requiring replacement is not related to the first repair. The dealership did not sell the vehicle and does not administer the warranty, we simply report what we see. The warranty administrator makes all decisions regarding what is not covered. The dealership personnel reached out to the factory rep who has offered to replace the engine at a cost to the customer of $5,000.00. This offer will expire within 10 days and is goodwill only not an admission of any fault by either the dealership or the factory Ed **** XXX-XXX-XXXX Consumer Response /* (4200, 12, 2022/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) It amazes me that the technician stated that the engine tapping wasn't related to the failed lifters when it wasn't thoroughly diagnosed. In-fact, another technician detailed how the replacement of the lifters typically does result in engine damage in most cases. "If all metal isn't carefully removed, it can cause engine faults, knocking or complete failure." That is a direct quote from a certified Heritage Chrysler, Dodge, Jeep technician. In addition, I took the vehicle to a separate ASE Certified technician and he concluded that the engine most likely was cause by the failed lifters. No Heritage did not sell me the vehicle however, as a Jeep product, they should stand behind it including any services performed on it and its parts. Heritage installed a part on the vehicle that failed, therefore they should stand behind it and inform the warranty administrator of this issue so that it can be addressed. At the end of the day, Heritage should have stepped up and addressed this issue correctly and in a timely fashion. It's been more than a month and I have gone back and forth with different entities including Mopar, Jeep and Heritage just to name a few, in order to solve a problem that I didn't create. I have been a loyal customer and should have been treated as such from the moment that the issue became apparent. Instead, I was lied to, treated unprofessionally and avoided by the very people that I patronize. Now, finally after having to seek help from third party businesses and leaving negative reviews, I'm finally provided with some sort of assistance. It's not the be situation considering the fact that the engine replacement should be covered completely under the parts warranty, but nevertheless, it's something. I do not however agree with the fact that the offer was only extended to me for less than 10 days when I have been requesting assistance for almost a month... Goes to show how much the customer is appreciated. The Jeep has been sold at a loss to me because of the engine tapping, so I will not be able to accept the $5k cost of an engine replacement. If anything, the amount of the discount should be paid to me for diminished value. The book value for the Jeep was at $27868 rough trade... I did not receive this due to "engine noise." Therefore, the discounted amount of $5000.00 should be paid to me as the consumer.

• Initial Complaint

  Date:07/12/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2012 Camaro from the Parkville Heritage Dealer. I have no complaints about the car and I'm happy with the car. However, they sent incorrect mileage reports to my state (GA) and the state will not allow me to renew my tag. I have been working with Heritage to correct the problem for the duration of the year to get it resolved and they always tell me it will be just a couple weeks to fix the problem. Well, its been a year and they are no longer answering my phone calls and messages that I have left, including emails to Canard, their registration manager. I currently cannot drive the car becuase my birthday passed last month and the state will not renew the tag due to their error. I just need Heritage to contact my state and resolve the mileage error so I can renew my tag. If not, I guess my only option is to hire an attorney.

  Business Response

  Date: 09/09/2022

  Business Response /* (1000, 6, 2022/07/28) */ Ed **** Jul 27, 2022, 5:16 PM (20 hours ago) to me It is my understanding that a title has been issued and as Georgia ia a Title Hold state (that means the finance company holds the title, not the owner) his finance company should have it If this is not correct, please have him call me directly and I will contact the bank representative Ed **** XXX-XXX-XXXX Consumer Response /* (3000, 8, 2022/07/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) No the issue is still with the incorrect documentation sent to the state of Georgia. I realize the state can take forever to get the docs corrected SO I'm trying to give Heritage the benefit of the doubt. Spoke to **** the GM and he's having a temp tag sent to me so can at least drive the car. Hopefully the issue will be resolved soon. Business Response /* (4000, 10, 2022/08/09) */ ** **** Mon, Aug 1, 3:19 PM (8 days ago) to me The dealership has had its titling department working on this for some time. We received a call from Georgia that they are actively working on the file and the tags should be issued shortly. They will not give us a timeframe. ** ****