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:12/07/2023

  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.

  I had my oil changed at **** Rapids Chrystler on August 28th. As I pulled out of the parking lot after my oil change the check engine light went on. I called and it was 6 weeks to get in to have it checked. Then my light went off and at the advice of the service team I canceled my appointment. After the light came back on I took my vehicle to the Forest Lake Jeep dealer. It was determined there was less than 1/8 an ounce of oil in my car and my engine was blown. There was no evidence of a leak or any other problems with my vehicle. I called the Director of Service at **** Rapids and explained the situation. He stated there was a service bulletin just released with a known issue of the engine running hot and burning oil. He told me to bring my car in and they would replace my engine through customer care. I called the next day to come in only to learn I did not qualify for customer care service. I have been told my car will not be fixed even thought it was a known issue and my car was in perfect condition when I left my oil change. I have not been able to trade my car in due to the damage to the engine. I have not heard back from the Director of Service (***) since my intial call with him nor have I heard back from the General Manager ****. It is $13,000 for a new engine and I have still have a loan on the vehicle. It is a 2019 Jeep Cherokee with ****** miles.

  

  Business Response

  Date: 01/03/2024

  We have spoken to this customer, if we had not put oil in the engine the vehicle would not have driven as long as it did before she brought it to ***********. 
  There is no evidence to my knowledge that anything we did caused the engine failure.
  

  
  

  Customer Answer

  Date: 01/04/2024

   I am rejecting this response because there is no possible way my car burned through 5 quarts of oil in 3 months. There was no known cause found during the inspection that was done at Forest Lake. There were no oil found,  the engine was not running hot or burning oil. The oil may have been partially filled during the oil change which allowed me to drive the vehicle. This vehicle is 4 years old with ****** miles, the car was listed in perfect condition with no recommendations for further services during the oil change beyond rotating the tires at ******* The check engine light came on immediately after I left the parking lot. The service team advised me they could not get me in for 6 weeks and it would not cause damage to continue to drive the vehicle as long as the check engine light was not blinking.

  It has been 36 days of driving a rental while the **** Rapids dealer has not taken action. I request along with ************* the dealer pays the remaining costs of replacing my engine and the cost of rental car. There is no known cause other than oil filled properly during the oil change. 
  
  

  
  

  

  Business Response

  Date: 01/05/2024

  I have nothing more to add to this complaint. There is no evidence that we did not fill it with oil. 

• Initial Complaint

  Date:05/19/2023

  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.

  The service center made a diagnostic error in December and did the wrong service...which was admitted in writing by their service manager ******. Due to the way their tech handled the issue my extended warranty expired and then the very thing I brought the vehicle in for failed. I was told when I brought it there that didnt even notice the things I was complaining about. They ignored crucial information which I told them. They didnt tell me what they should have, that they were unable to diagnose it and so to keep my eyes open for further problems. The vehicle is modified for wheelchair use and immediately after the issue I had with the transmission I had issues with the ramp which needs to be serviced by a special shop and takes weeks/months to be approved by disability waiver programs. I trusted dodge and believed the symptoms I was having must be related to the ramp issues which have in the years past have caused symptoms. Dodge actually did offer to refund the service but would like to claim they bear no responsibility in the effects of the bad service. Their service director *************** then stated they provided the appropriate service, contradicting his own service manager and then refused to respond to my questions. He ignored my email. I do not believe they have taken responsibility for the error (which again, they admitted to in writing) but I finally agreed to take the refund for the service rather than continue to argue with people who cannot follow a line of logic. Either they made no error and then are not responsible or they did commit an error and then so bear responsibility for the results of that error. At this time they will not even give me the money they promised as they say I need to sign a form that I agree they met their responsibilities which is completely false. I will not sign a payment in full form because I do not agree. If they owe me as they admit, they owe me, period. They owe me more than just the service refund which I agreed to take

  

  Business Response

  Date: 05/30/2023

  This customer came in and agreed to have her transmission flushed due to issues she was having. She did not tell us that she had had the same thing done recently. We found no verifiable transmission issues. Approximately **** miles later she had her transmission replaced elsewhere and wants us to pay for it. If her transmission was bad at the time we looked at it she would not have been able to drive it **** miles. She is upset because she feels that it should have been covered under her extended service contract if we had replaced it earlier. We cannot do repairs under a vehicle service contract that we cannot verify and we were never able to verify an issue.

  I have reviewed all notes and correspondence and believe that this customer was given excellent service. 

  Customer Answer

  Date: 05/30/2023

   I am rejecting this response because:
  
  This is absolutely untrue. I told them multiple times and had a lengthy conversation with their advisor about it. So no I do not accept this. The service manager even admitted they did the wrong service. 
  The service manager not only admitted they knew but that the wrong service had been done and that they should have proceeded a different way. I have that on writing

• Initial Complaint

  Date:12/06/2022

  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.

  February 4th, I purchased a 2020 *********** from **** Rapids Chrysler. I had just got a settlement, and paid $40,000 cash for the truck. Nothing was mentioned about this "certified pre-owned" truck. After they had my money, and after I signed all of the transfer papers, they gave me the history report. The truck had been in a previous accident that the sales person, or anyone I dealt with, failed to notify me of.Aside from that, there is a motor ****, which makes the **** sound like a diesel. I've brought it in several times now regarding the ****. The first time, my service writer, *************, told me there was definitely a ****. After a week, I got it back with the report from the tech saying "there's no ****". 4 people heard it when I dropped it off! Every time I brought it in, the next day they would tell me it's finished and to come pick it up saying there is no ****. I have video's showing how my gas engine sounds like a diesel. The body line's don't match up from the accident. The paint is different from the accident. And now, there is a huge paint chip on the fender, down to bare metal that is not getting fixed! **** Rapids Chrysler tried to buff the fender, I know this because there are swirl marks all over the fender that weren't there when I bought the truck, but "suddenly" appeared after I dropped it off at the dealership.Since the sales person I dealt with is no longer there, I talked to his sales partner that gave me the keys for a test drive before I bought it. He told me to "trade it in and buy a new truck". What kind of customer support is that?!After dealing with the dealership, ************* told me Chrysler authorized them to fix the fender. When I brought it to a different dealer, they told me there was no authorization for any repairs on the truck. This has been one lie after another from **** Rapids Chrysler, Mopar customer service and especially the service writer, *************! I'd like my STILL warrantied truck fixed.

  

  Business Response

  Date: 01/13/2023

  I apologize but this email was lost in my email and I was not aware of the issue until I got the written notice in the mail today January 12, 2023.

  I am researching but the manager involved is out until Monday. We will respond next week.

  

  Business Response

  Date: 01/18/2023

  *******,

   

  I called and spoke with ****************** in regards to his 2020 Ram pick-up truck on Monday, January 16, 2023 for BBB complaint #********. I listened to his concerns and provided an opportunity to have the vehicle looked at again. We did go over some of the repair history, he said he had the vehicle here many times for an engine knock noise. I went over that we had two previous repair orders that had directly looked at a complaint of an engine knock. Each time a technician looked at and listened for any abnormal noises from the engine and the two different technicians noted there were no abnormal noises. When I reviewed that with ****************** he started to talk about there are lots of complaints about an exhaust tick noise with those vehicles. I did point out an engine knock and an exhaust tick are vastly different noises and concerns. I did mention that both technicians that have looked for a concern are very well versed with both issues and if they had heard an exhaust tick they would have passed it along to be addressed. ****************** said he would take his truck to another location.

   

  We also spoke about his concern for an area of paint that has fallen off and I told ****************** that one of our sales managers had agreed to have it taken care of by a body shop and that he could bring the truck to us and we would get it to the body shop. ****************** declined that offer and said he would have it taken care of himself.

   

  ********************* Fixed Operations Director

  **** Rapids Chrysler Dodge Jeep & Ram 10541 *************** **** Rapids, ** 55433

  
  

  Customer Answer

  Date: 01/18/2023

   I am rejecting this response because:
  I brought my truck in 4 times for the engine knock. The first time I brought it in, the service writer said "wow. that's not normal". After it sat for a week before the tech got to it, it was "there's  no knock", and that's how it's gone ever since.

  Referring the possible exhaust tick, I've brought it to 2 other shops, and just by listening to it, they said it was an exhaust manifold leak. They went on to tell me about the defective bolts from 2015-20. 

  Now the fender, I told them I will be dealing with another dealership. I don't trust them, because they have lied to me, treated me like an inconvenience and sold me the truck without telling me it was in a previous accident. They didn't give me the carfax until after they had my cash, and all documents were signed.

  They gaurentee an inspected truck, nose to tail...they must have missed this one.

  I do have video's of the gas engine sounding like a diesel truck.

  
  

• Initial Complaint

  Date:09/28/2022

  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 12-23-21 my wife and I purchased a 2016 *********** from **** Rapids Chrysler something came up and we had to have dealer plates on because they were working with the titling ***** they they had said we will get it done give us a call next week , I did and they still hadnt figured out why they havent been able to get the plates for my truck . I had called a few more times until April of 2022 I said I need to know what going on because my dealer plates were going to expire at end of April. I found out that they had the truck titled in someone else name and couldnt get ahold of said person to come in and sign off on paperwork. I told them I need to get this figured out soon , the next day I got a call from the general manager ************** and said we dont know if we can get this figured out how about looking at another vehicle . The wife and I said ok but Id rather just have the truck we bought because of the condition it was in . So we looked at other vehicles and nothing was great and they were going to try and upsell us on another vehicle we said we werent doing that so we left . Later that day we had received another call from ************** saying they got the guy to come sign and I would need to come back and sign on the title paperwork. I did just that but I said My plates expire In may and it was the very end of April. ************** gave me his dealer plates to use and said your new ones should arrive shortly. It is now the end of September, no plates and no communication from **** rapids Chrysler. I called last week explained to receptionist what went on I got transferred to titling and no one answered so I left a message. I also left a message with ************** the general manager last Friday and no return phone calls this week . What can I do ?? Its been over 9 months with no plates for our truck . I feel its not legal for them to sell trucks to people when they are titled in another persons name.

  

  Business Response

  Date: 09/28/2022

  This complaint is valid and the circumstances and events are an accurate description of the situation. I did return his call last Friday and left a voicemail. That was the first that I knew that he was still without plates. Our Controller has been out on maternity leave and unfortunately this situation was not brought to my attention in her absence. As soon as I got *******'s voicemail I looked into it. We use an outside service for titling by the name of *******. They say that this application is "stuck" in their system and they have engineers working on it. we have contacted the ****************** ********** of ***** Vehicles and made them aware of the situation but they tell us that until ******* gets it fixed on their end they cannot help us. This is a very unfortunate situation and we are doing everything we can to resolve it as quickly as possible. That being said I am willing to give ************ a full refund for the vehicle purchase if he does not want to wait for the resolution. I think he has my personal cell phone but just in case it is ************.

   

  *******************,

  General Manager