ComplaintsforJones Chrysler Dodge Jeep Ram

• Initial Complaint

  01/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  12/27/2023 I came to Jones Jeep Service for a scheduled car inspection at 10:30AM. After waiting about two hours, a service rep came to me and reported my car needs an alignment to pass inspection, reporting my car pulls “severely to the left.” I was confused as that was not occurring while driving, and asked for a further explanation. I then was met with resistance from the rep, stating “being accused of lying is an attack on our integrity.” I at that point asked for my car back as I wanted to take my business elsewhere. The service rep proceeded to tell me my car was already being aligned but they can “knock it back out of alignment.” I was then sent back out to the waiting room. After about 15-20 more minutes, I was told my car was ready. The rep then reported the car passed inspection and I didn’t need to pay for an alignment. I requested multiple times to pay for the services provided, but was refused by the service rep. I requested to speak with the manager in order to pay, but again was denied. I paid for the inspection and left the facility. Immediately while driving, I noticed my vehicle severely pulling to the right. I attempted speaking with the service reps and again requested multiple times to speak to the manager, but was denied every time. The explanation provided regarding the new alignment issues were “my techs have been doing this for 20+ years it’s not possible for a mistake to be made.” I now am left with a vehicle I am 1) unable to drive until I get a proper alignment 2) need to go to another car shop to receive an alignment I never needed PRIOR to this appointment and 3) am concerned of the safety on mine and other vehicles that are somehow passing inspections at this facility that may not be safe on the road. I am a young, pregnant female who was left crying and feeling belittled by the service rep. My hope is future customers are never treated the way I was.

  Business response

  02/05/2024

  Ms. **** had made an appointment with our Chrysler Jeep Dodge Ram store on 12/18 for 12/27 at 10:30. The customer’s request was to complete a Maryland State Inspection (MSI).  During the inspection, the Technician found that the alignment was out and had to be corrected (See attached). The time stamp on the report shows 11:07 AM.  Ms. **** approved the work, so the Technician started to address the alignment.  After some time, the customer’s husband contacted her and demanded that the work halt and stated that the alignment was acceptable.  We are regulated by the State of Maryland and we must show every Maryland State Inspection/report and our findings.  When the customer became irate and had called our Advisor/Dealership liars and mentioned customer’s comments that she had seen online to our Service Advisor, this is when the Service Advisor responded with “it is an attack on our integrity”.  When the vehicle was pulled off the alignment machine, 3 out of the 4 suspension angles were corrected- the State of MD requires that the alignment be (at a minimum) 90% of the manufacturer’s specifications.
  Our Service Manager had stated to our Service Advisor, “Knock the alignment off the invoice”, which is attached.  At no time did any representative state “knock it back out of alignment”.  Our Chrysler Dodge Jeep Ram service department is one of the busiest stores and has one of the highest customer satisfaction ratings in the Mid-Atlantic.  We work with many customers as well as national companies that service their vehicles with us.  We appreciate every customer and the jobs that we have the opportunity to do, but at no point do we have the time (because of how busy we are) to deceit customers. 

• Initial Complaint

  10/19/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I contacted Jones CDJR about a 2022 Chrysler 300 Vin******************. I spoke with Stephen Shaff. We spoke in length about if this car was a certified pre owned and the condition of the vehicle. He assured me it was a certified pre owned and we went though in detail what that meant and what was included vs a used car. He even sent me an email stating the car was in excellent condition, which I have included. I drove 3 1/2 hours to the dealership to see the car. When I looked at the car it was obvious the car was not in good condition. It had scuff marks on the door seals, was dirty around the plastic moldings and carpet and had stains on the seats. What was really bad was the back yard repair job from when it was wrecked on the right front side. You could see bondo on the right front vender, welds broken under the hood and were the front end did not aline, including the bumper sticking out the left side. I took a very strong tone to Stephen as I think he did this on purpose and was trying to pull a fast on on me. I told him there was no way anyone would ever certify a car that had been wrecked and it was obvious no one had looked at it. He said he had the car report to show it was undamaged. I immediately left. On a hunch, I decided to call my employers True car service though Perk Spot. They found the car which was list as having frame damage. I have included this as well. They also confirmed that it is not a certified pre owned. So Stephen basically strait lied to me. The car is still listed as an undamaged car on Jones CDJR website.

  Bureau response

  10/26/2023

  Eric ******
  Jones Chrysler Dodge Jeep Ram 

  **** *** *** ** *** **** ** *****
  
  
  Dear Eric ******:
  
  

  This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 10/18/2023 and was assigned an ID of *********  

   

  BBB forwarded you a complaint filed by Clark *******. We have not received your response in the time frame allotted. If you have responded directly to your consumer and reached a resolution, let us know so our records are current. If this was a simple oversight, please provide your response at this time. BBB understands that there are two sides to every story is interested in your perspective.

  
  In the interest of time and good customer relations, please provide BBB with written verification of your position in this matter within 7 calendar days.   
  
  We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer. 
    
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

   

  Please understand that the consumer's complaint and your response may be posted on the BBB Website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language. 

   

  We look forward to your prompt attention to this matter.
  

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

   

  CUSTOMER EXPERIENCE INFORMATION
  
  Customer Information:
  Clark *******
  *** ******** ** **** ************ ** *****
  Daytime Phone: ###-###-####
  E-mail: ****************
  
  
  The details of this matter are as follows:

  Complaint Involves:
  Advertising Issues
  
  Customer’s Statement of the Problem:
  I contacted Jones CDJR about a 2022 Chrysler 300 Vin******************* I spoke with Stephen Shaff. We spoke in length about if this car was a certified pre owned and the condition of the vehicle. He assured me it was a certified pre owned and we went though in detail what that meant and what was included vs a used car. He even sent me an email stating the car was in excellent condition, which I have included. I drove 3 1/2 hours to the dealership to see the car. When I looked at the car it was obvious the car was not in good condition. It had scuff marks on the door seals, was dirty around the plastic moldings and carpet and had stains on the seats. What was really bad was the back yard repair job from when it was wrecked on the right front side. You could see bondo on the right front vender, welds broken under the hood and were the front end did not aline, including the bumper sticking out the left side. I took a very strong tone to Stephen as I think he did this on purpose and was trying to pull a fast on on me. I told him there was no way anyone would ever certify a car that had been wrecked and it was obvious no one had looked at it. He said he had the car report to show it was undamaged. I immediately left. On a hunch, I decided to call my employers True car service though Perk Spot. They found the car which was list as having frame damage. I have included this as well. They also confirmed that it is not a certified pre owned. So Stephen basically strait lied to me. The car is still listed as an undamaged car on Jones CDJR website.

   

  
  
  
  
  Desired Settlement:
  Other (requires explanation)
  First: I want them to list the car as a damaged car. Second: I drove 7 hours round trip, took a full day of my time, and spent money for gas and lunch based on a lie. I think I should be compensated of their deception. I have a good job so I figure 7 hours+gas+lunch comes to about $2,637. I'm serious. I took a full day of my time for this.
   

  
  Additional Comments from Consumer:
  

  Bureau response

  11/03/2023

  Eric ******
  Jones Chrysler Dodge Jeep Ram 

  **** *** *** ** *** **** ** *****
  
  Dear Eric ******:
  
  

  This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 10/18/2023 and was assigned an ID of ********.  

   

  BBB forwarded you a complaint filed by Clark *******. We have not received your response in the time frame allotted. If you have responded directly to your consumer and reached a resolution, let us know so our records are current. If this was a simple oversight, please provide your response at this time. BBB understands that there are two sides to every story is interested in your perspective.

  
  In the interest of time and good customer relations, please provide BBB with written verification of your position in this matter within 5 calendar days.   
  
  We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer. 
    
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

   

  Please understand that the consumer's complaint and your response may be posted on the BBB Website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language. 

   

  We look forward to your prompt attention to this matter.
  

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

   

  CUSTOMER EXPERIENCE INFORMATION
  
  Customer Information:
  Clark *******
  *** ******** ** **** ************ ** *****
  Daytime Phone: ###-###-####
  E-mail: ****************
  
  
  The details of this matter are as follows:

  Complaint Involves:
  Advertising Issues
  
  Customer’s Statement of the Problem:
  I contacted Jones CDJR about a 2022 Chrysler 300 Vin******************* I spoke with Stephen Shaff. We spoke in length about if this car was a certified pre owned and the condition of the vehicle. He assured me it was a certified pre owned and we went though in detail what that meant and what was included vs a used car. He even sent me an email stating the car was in excellent condition, which I have included. I drove 3 1/2 hours to the dealership to see the car. When I looked at the car it was obvious the car was not in good condition. It had scuff marks on the door seals, was dirty around the plastic moldings and carpet and had stains on the seats. What was really bad was the back yard repair job from when it was wrecked on the right front side. You could see bondo on the right front vender, welds broken under the hood and were the front end did not aline, including the bumper sticking out the left side. I took a very strong tone to Stephen as I think he did this on purpose and was trying to pull a fast on on me. I told him there was no way anyone would ever certify a car that had been wrecked and it was obvious no one had looked at it. He said he had the car report to show it was undamaged. I immediately left. On a hunch, I decided to call my employers True car service though Perk Spot. They found the car which was list as having frame damage. I have included this as well. They also confirmed that it is not a certified pre owned. So Stephen basically strait lied to me. The car is still listed as an undamaged car on Jones CDJR website.

   

  
  
  
  
  Desired Settlement:
  Other (requires explanation)
  First: I want them to list the car as a damaged car. Second: I drove 7 hours round trip, took a full day of my time, and spent money for gas and lunch based on a lie. I think I should be compensated of their deception. I have a good job so I figure 7 hours+gas+lunch comes to about $2,637. I'm serious. I took a full day of my time for this.
   

  
  Additional Comments from Consumer:
  

  Bureau response

  11/15/2023

  Eric ******
  Jones Chrysler Dodge Jeep Ram 

  **** *** *** ** *** *** ** *****
  
  
  Dear Eric ******:
  
  This message is in regards to a complaint submitted to BBB about your business on 10/18/2023 by Clark *******.  This complaint was assigned ID *********
  
  BBB is informing you that this complaint has been closed as UNANSWERED.  Multiple communications have been sent to you about this matter; however to date, we have not received a response.
  
  You should be aware that your lack of response is now reflected in BBB's rating of your company. You can view your revised BBB Business Profile on our website at ****************
  
  BBB helps resolve disputes between businesses and its customers. We welcome the opportunity to amend your BBB Business Profile upon receipt of your company's written response and resolution of the dispute.
  

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  Bureau response

  11/15/2023

  Clark *******
  *** ******** ** **** ************ *** *****
  
  
  Dear Clark *******:
  
  This message is in regard to your complaint submitted on 10/18/2023 against Jones Chrysler Dodge Jeep Ram.  Your complaint was assigned ID *********
  
  Your Better Business Bureau (BBB) has made several attempts to contact the business regarding your complaint. We regret to inform you that we have not received a response at this time and this case has now been closed as an UNANSWERED complaint in their file. Because we are not a government agency, we cannot force a business to respond.   
  
  If the company has contacted you directly and resolved this complaint, please let us know.  Should we receive a resolution in the future, we will let you know.
  
  BBB develops and maintains BBB Business Profiles on companies across the United States and Canada. This information is available to the public and is frequently used by potential customers. In the case of your complaint, the business's failure to promptly give attention to the matter will be reflected in the Business Profile.
  
  BBB regrets that we were unable to assist you further and wishes you the best in your future efforts in resolving this matter.
  

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

• Initial Complaint

  04/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  i went to this location to have my car Diagnosed they told me what needed to be fixed on the car which equaled to $2,000( o2 sensors spark plugs full tune up computer repair and battery. i got everything fixed they said was wrong with my car they told me it was fixed no other issues. i returned to pick up my vehicle and my check engine light is on. they then Diagnosed it again and now it's $5,000 more worth of work need to be down on the car. one of the items was a Cadillac converter got that repaired and picked up my car from thsi repair and car is worse than when i took it to be fixed. had it Diagnosed some where else the next day and the codes that came back on the car are reading the same codes that was to be repaired o2 sensor and Cadillac converter. i have called this company multiple times and nobody has returned any of my calls.

  Business response

  05/06/2022

  Business Response /* (1000, 5, 2022/04/25) */ CRM Eric ****** has attempted to contact the customer via phone and email/

*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. ↩