ComplaintsforBarnett Chrysler Jeep Kia

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased my vehicle from Barnett *** with an added extended warranty. While still under the extended warranty brought up concerns about oil consumption. *********** stated this was "normal" and that I would need a full tear down and would be responsible for the cost. After numerous visits to ***, my personal mechanic and other oil change establishments continued concerns were brought up. I was recommended to bring it back to where I purchased the vehicle at *** and ask for a oil consumption test which had previously not been done due to them stating it was normal consumption. I am continuing to have on-going oil consumption issues, they agreed to an oil consumption test however, now my warranty has expired and they are stating I am responsible for all charges. My vehicle is not with in normal consumption range and they are stating there is nothing they can do to assist me. I am hoping you can help me resolve this issue as I do not have the time or funds to continue to pursue this on my own. As well as it being an on-going safety concern for myself and my children. Thank you, ******

  

  Business response

  11/28/2023

  As our customer may recall, we opened a repair order on 4/24/2023 and scheduled an appointment, that ************** did not keep. We called numerous times, leaving messages but got no response. Eventually on 6/1/2023 we voided that open repair order and ceased attempting to contact her. On 9/8/2023 ************** brought her vehicle in and at that time it is correct that the warranty coverage had expired. It is also correct that we explained that with over ******* miles, ***'s position is that 1 quart of oil being consumed between oil changes is not excessive

  Customer response

  11/28/2023

   I am rejecting this response because: In April of 2023 I went in and was informed that they would be reaching out to my warranty company who they were not familiar with and no longer use. I did receive a call back and a VM. I ended up stopping in to speak to someone in person. The guy I had been originally working with was not present and I spoke with a different guy who informed me that I would need a full tear down of the vehicle and the extended warranty would not cover that cost and I would be responsible. I did not schedule a full tear down as I cannot afford it nor did I think that is appropriate when at the time I still had warranty coverage and was not at ******* miles. I had attempted to make on-going appointments for oil changes. Barnett *** was months out and I could not wait that long. I had to utilize rapid oil change companies as I needed oil changes and top offs sooner then Barnett *** could get me scheduled. After numerous visits to my own personal mechanic and rapid oil companies I was advised to go back to Barnett ***. I am not sure how they could inform me it was in normal consumption range when an oil consumption test was never completed. The only thing I was offered was the full tear down to diagnose the issue. I asked about the oil consumption test after being advised by others. At this point my warranty was expired and I was at ******* miles however, I have been attempting to address this issue for months prior. Once Barnett *** completed the oil consumption test it was determine my vehicle is not within normal range and they informed me there was nothing they could do and I would need to contact *** ******* which I did. Lastly, I went to a different *** and spoke with a mechanic there who informed me that Barnett *** should have done an oil consumption test immediately. This could have determined the issue. He mentioned  based on information provided it could be the piston rings as he has seen other vehicle with this similar problem.

• Initial Complaint

  03/29/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They put a package on a brand new card and sold with their package. The mats were missing and there was an iou. I have been paying interest on this also. I did not want package but needed the car. They got me a high interest rate and when I got letter in the mail my score was way higher than the score they showed me. I have good credit with no bad items in it. They offered me $200 for the missing 2nd and third row mats. The entire package is junk. I want my money back for the entire protective package.

  

  Business response

  03/29/2023

  Our sales manager has spoken to ****************** husband, who is the co-buyer on this transaction.  As was explained, we do add the protection package on vehicles when they arrive in order to expedite delivery to potential customers.  Certainly, if buyers wish to factory order or select a vehicle that is incoming, that option is available.  In this instance, the Vackos preferred to take delivery of this vehicle as equipped.  The mats in question were on order and when only the front mats arrived, we learned that the rear mats were pulled from production due to quality issues and would not be available until May.  We gave the customers a choice of accepting a refund of $200.00 (retail value is $179.00) or waiting until mid-May.

  With respect to the interest rate, we provided the very best terms that we were able to get approved from among our several lenders.  Mr. and *************** did feel they could find better financing elsewhere but chose to take delivery and indicated they would likely refinance.  Financing with one of our lenders is never a condition of purchase and that was made clear to Mr. and ****************

  Customer response

  03/31/2023

   I have been threatened to remove negative reviews for them to honor the legally binding contract. They made modifications to a vehicle but sold it as new. Thats not legal. Bbb- please redact my persons info

• Initial Complaint

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a car under warranty with them and it has been sitting at the shop now for almost 4 months it was brought there and right away they were asking me a couple times they called me and asked me about they knew where the car was and it was sitting in the same spot I had been sitting for 3 months I got a call from them about three and a half months after it's been there they said it'll be done the next day tweaks later didn't hear nothing so I went up there with my son and we saw my car sitting outside snow plowed around it had not moved once in three and a half months went in and talk to him things got a little heated but the guy said you're going to take care of it right away two weeks go by go back there the car is not there I don't know if it's inside or not but they have no idea what's going on or where my car is and they're not doing anything about it I feel like my car has been stolen for me or is being held hostage every time I call her they act like they don't know what I'm talking about they have no idea what's going on but I know that they remember me I bought this car paid cash for it it's a 2016 it's paid for and it's under warranty and I have done nothing to help me I've been without a car since November and they have not offered me anything to help me out not even to fix my car

  

  Business response

  03/28/2023

  As we explained when the customer came to the dealership, we are plagued by the supply issues that have been present in many industries since Covid...However, we did get the vehicle in the following day and have completed the repairs.  We attempted to contact the customer but his phone is no longer in service and we do not have an email address for him.  His son did not provide contact information.  For some reason he has chosen to contact the BBB rather than our service department...Please have him call ****** at ************

• Initial Complaint

  12/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 02 December I scheduled a service appointment at Barnett *** for 13 December at 11:00 AM (email confirmation attached) for repairs that would likely be covered under warranty. As my vehicle was not drivable, I had to make arrangements to have it towed on 05 December to Barnett *** from ************* the neighborhood service station it had originally been brought to. The tow driver was provided with the necessary information for check-in, including my name and reference to the service appointment. On the afternoon of 13 December, I called the service department at Barnett *** for an update on my vehicle only to discover that they had no record of the appointment I made on 02 December. Additionally, Barnett *********** claimed that the only information they received when the tow driver dropped off the vehicle was a description of the diagnostic symptoms from ************ and that neither my name *********** information was provided at drop-off. Essentially, they claim they received a vehicle with no information as to who it belonged to and why it was there. As things currently stand, since Barnett *********** has no record of my appointment, they are prioritizing service as if it were a new drop-off with no previous appointment. They're estimating **** business days just to get my vehicle in for their initial diagnostic - this on top off the 11 days since I scheduled my appointment. According to the service team member I last spoke with ("******") "There's no way we can just drive your vehicle in now and get it it serviced. We've got vehicles that have been waiting 5 days already." If I am to take Barnett *** at their word, and accept that somehow the appointment that I scheduled online never got to them, that's a problem at their end that they need to make right.

  

  Business response

  12/26/2022

  I was unaware of a previous notice regarding this customer's complaint.  I have no email from the BBB related to this customer in my inbox or spam folder.  Further, when I tried to access this complaint I got a message stating that the BBB had no record of my email address.  I was able to access it from my phone.  Technology is great when it works. 

  This customer's repair was completed last week.  We have apologized for the communication error that delayed his appointment.  Sadly, as with many businesses, staffing is an issue and we have been forced to outsource our appointment scheduling.  We are purchasing a new software program which should help us better manage this process.  

  Customer response

  12/31/2022

   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.

*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. ↩