ComplaintsforAll Star Dodge Chrysler Jeep Ram

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went into the dealership today 8/9/2024 for an oil change and tire rotation. I let the cashier know at the register my front tire on the driver side had low pressure and possibly has a slow leak. ******* said ok we will take care of it. I come back to pick up my car and the same tire has low pressure and tires on my car were not rotated. One of the workers there (*****) put air in my tires and tried to act as if my sensor on my car was not accurate. I went to another shop to have my tire patched up as the front tire had a nail in it. ***** then advised me that my back tire has low tread and cant be put on the front since my car is front wheel drive. I came back to the dealership twice before I was told this and did not receive a refund for paying for tire rotation. I have been going to this dealership for a long time and I am very upset about how I was treated today. Horrible customer experience today. I would like a call from a manager at this location ASAP

  Business response

  08/12/2024

  After reviewing ************************ concerns about his tires not being rotated. My service director pulled the video of ************************ car being worked on and we did in fact rotate the tires. We will be sharing this footage with ******************** as proof of this. As far as the nail in the tire, we have offered to repair the tire for ******************** but he has already had it repaired. To restore ************************ confidence in our service department, we will be setting up $30 in dealership rewards in ************************ account. This is the value of the rotation and will be available for ******************** to use on his next service. 

  Customer response

  08/14/2024

  I spoke with supervisor at the dealership on 8/12 but I have yet to see the video showing that my tires were rotated. I have not gotten any additional feedback from the manager that called me back. 

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my vehicle in 3 weeks ago to get serviced (oil change) and valet services. During transit the vehicle broke down. The advisor called me and was very mean about it and said I would have to get it towed and they were not responsible for it and he was just concerned about his employees on the side of the road. I went to the scene and called a tow company to get the car back to the dealership. I was told the alternator belt and the alternator broke. I spoke to the manager and he was also very mean and not trying to give me any solutions just stating I needed to pay for the vehicle which was about $2,000. I noticed the tire on the front passenger side it was scratched and looked like they jumped/hit a curb. I do not recall my vehicle looking like that before bringing it in. I am going to pay for the repairs but I do not believe I am responsible for these repairs that happened under their watch.

  Business response

  07/16/2024

  The damage to Mrs. ******** wheel could not have been caused by the stated repairs. Mrs. ******** wheel was not damaged while in our possession. The damage on the wheel is scraped at a downward angle toward the tire. The tire shows no abrasion, scuff or damage consistent with the damage on the wheel. This means that the damage was done to the wheel prior to that tire being placed on that wheel. Please see the attached photo for proof. Although we did not damage Mrs. ******** wheel, we would be happy to help ******************* with this repair at Mrs. ******** expense. 

  Customer response

  07/29/2024

  June 25, 2024 - I was summoned to take my Jeep in for an oil change at All Star Dodge Ram on *********************************************  The valet techs arrived a my home at 9:00 am sharp to get my vehicle.  Once the service was completed I received a call from PJ - service advisor.  ** discussed the total amount of the service as well as the additional work that needed to be done.

  I got a call at 3:10 pm from ** stating that my vehicle was on it's way back to my home - 3:30 pm.  I received another call from PJ.  Over the phone, he said "we've got a problem."  "Your Jeep broke down."  He said, "do you have another key?" "I'm trying to get my guys off the road."  ** has also said this has never happened to anyone using this service."  ** immediately proceeded to tell me that he would call back because he wanted to speak to the manager - ***** about what happened.

  PJ called back 10 minutes later, and yelled in a very loud tone "You're responsible for this, you will need to pay!"  He also mentioned that he believed that the coolant leaked but he wasn't sure.  I told him that I would meet the valet techs to get the keys.  I arrived to the service at 4:30 pm.  The guys handed me the keys at ? of in the company's van.

  I contacted AAA to get my Jeep towed.  Before the tow truck arrived, I contacted ** again to see where he wanted me to get my vehicle towed.  He stated in a very nasty tone "you will have to pay for this diagnostic test."  I agreed to let them do the test.  ** booked the appointment for July 8th.  The next day, June 26, 2024, my mom called to speak to the manager - ***********************.  ***** was also very disrespectful during the phone conversation per my mom's feedback.  He also stated that the would get my Jeep back much sooner than July 8th.  We asked for a loaner car but ****** said that I couldn't get one.

  Monday, July 8th - I called All Star dealership.  ***** stated that ** was on vacation; she would be the one assisting me.  ***** was very pleasant during the process.  She also told me that they were very short staffed that day, which led to a short delay.  My vehicle was taken back on July 9th due to the staff shortages. 

  July 11th - I arrived at All Star to pay for the service and speak with the manager about the cost - due to it not being my fault for the Jeep breaking down.  ***** was not in the state at the time.  At the time, I scanned my vehicle to ensure that everything looked okay.  I noticed that the tire hub cap was damaged.  This is something that I strangely believed happened when the Jeep broke down on the valet techs.  I immediately contacted ***** to dismiss the damages that I observed.  I asked him to view the cameras for evidence.

  The very next day I contacted ***** at 9:15 am to see if he was able to evaluate the damages that happened in his worker's behalf.  ***** told me that he viewed the cameras and spoke with each person involved to get a report.  He mentioned that everyone's storyline was the same.

  July 16th - I picked my Jeep up at 3:15 pm.  When I arrived to the dealer, I collected the keys from *****.  Prior to arriving to All Star, I paid ***** the amount due over the phone.  When I turned the Jeep on, I noticed the time light on.  I didn't understand the purpose of paying for the test and still have issues with the Jeep.

  July 17th - I went back into the dealership.  I asked to speak with ** but he was not at his desk.  After being called and paged several time, I left after waiting for 30 minutes.  I am disgusted with the unprofessionalism at this place.  I have been a valuable customer for years.  I will not patronize this place again.  Something should be done for the amount of stress and the financial burden this has caused me.

  Here we are almost two weeks later and now my Jeep is still causing me problems, which was caused by the valet techs.  My ? has to be fixed because of something that they caused.  More money coming out of my pocket....what a bummer!

   

   

   

   

  Business response

  08/02/2024

  The damage to Mrs. ******** wheel could not have been caused by the stated repairs. Mrs. ******** wheel was not damaged while in our possession. The damage on the wheel is scraped at a downward angle toward the tire. The tire shows no abrasion, scuff or damage consistent with the damage on the wheel. This means that the damage was done to the wheel prior to that tire being placed on that wheel. Please see the attached photo for proof. Although we did not damage Mrs. ******** wheel, we would be happy to help ******************* with this repair at Mrs. ******** expense. 

  Customer response

  08/08/2024

  Complaint: 21996498
  
  I have reviewed the business' response and am rejecting it because:
  

  It is not true. The picture that the dealership uploaded was the picture that I sent to the manager - ***********************. I am asking that the dealerships provides their own attachments and proof from video footage. 

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

  Business response

  08/08/2024

  As the customer states, the photo is the exact photo that she sent to our service department as proof that we damaged the wheel. The wheel in the photo could not have been damaged without simultaneously damaging the tire in the same area. There is no damage to the tire. Therefore, the damage was present before our possession. 

• Initial Complaint

  07/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a vehicle from the dealership and at that time I was promised a second key. I have messages to prove that I was promised the second key. I was told I could come get the key but it was actually to get my key but when I arrived I was told it couldn&#**;t be made by the technician because of the cost, Later, **** called and told me he had my key but it was an actual key fob casing, not the actual key, when I explained that it is not what I was promised, he hung up on me. *** in the finance department assured me at the time of purchase that I would receive a second key. In addition I was suppose to receive a free tank of gas, and did not get that either.

  Business response

  08/02/2024

  When purchasing the Land Rover from All Star, *************** requested that we get her a second key to the vehicle. We declined the request and told *************** that we would not be able to provide an additional key fob and that the vehicle was priced with its current condition in mind and missing a second key. We told *************** that if she wanted a second key that she would need to take the vehicle to the Land Rover dealership after she purchases the vehicle. *************** then said that she was unhappy with the condition of the current key, the case was damaged. Upon inspecting the damaged key we agreed repair the key's casing. *************** was happy with that solution at the time and signed the "We-Owe" that specifically states "Key Fob Repair, NOTHING ELSE OWED". *************** then called several weeks later complaining about not having a second key. We then recounted the negotiation process that took place and that she agreed to a repair, not an additional key. *************** said that she did not care what she agreed to or signed, she felt that she was entitled to a second key and that if we did not provide a second key she would post negative reviews and contact the BBB and Attorney General until we got her a key. I explained that defamation and slander is not a good practice to get things done outside of an agreement and that we did exactly what we said we would do for her and repaired the key. 

   

  Please see the attached "We-Owe" with ******************* signature.

   

  Thank you,

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

  General Manager

  All Star Dodge Chrysler Jeep Ram

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to express my extreme dissatisfaction with the recent service performed on my 2004 Jeep Grand Cherokee at All-Star establishment from 05/29/2024 to 6/24/204. I brought my vehicle in with the following concerns: I was unable to start the car, and there were broken wires between the driver's door and the car. After a month of diagnostic service, I was informed that the issue was with the powertrain control module (PCM) and that I needed to replace the **** However, since the part is no longer available, I was advised to try an outside shop that allows aftermarket parts, or another option that was offered was to trade in the car. I paid $465 and towed my car to *****, located at ***********. After one day of inspection, they diagnosed the problem: the *** Crank angle sensor (emissions) was removed and replaced. On 6/26/2024, I was able to pick up my vehicle. The receipt is attached. You can see the fixes which were done to my vehicle. This situation is incredibly frustrating, as I am left with an unresolved car issue and was told to change something that was not even correct. The true cause of the problem was not identified, and I paid $465 for a misdiagnosis. I kindly request that you investigate this matter further. I expect a full refund for those services. I attached both receipts from AllStar and *****, which clearly show that the parts were fixed very different from misdiagnosis from All-Star

  Business response

  06/28/2024

  After reviewing the complaint and talking with the technician that performed the initial diagnosis of the vehicle I found that the customer is in fact correct. My technician said that there were a slew of electrical issues and that the issues that were present were most consistent with a bad PCM and that was why he recommended that repair. My technician also said that the issue could have been caused by the crank angle sensor that ***** found after ruling out the **** That being said, All Star will be refunding *********************. We have already made several attempts to contact ********************* for the refund without success. We will continue trying to contact ********************* to settle this issue. 

• Initial Complaint

  05/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a 2020 **** Escape on 12/29/2023 a few days after New Years I took my car for a actual drive because I did not have a chance due to the weather being extremely cold. So, once I drove the car I noticed malfunctions with the vehicle. Within that same week of January I took the car back up to the dealer to point these issues out to them. From the month of January of 2024 until now they have been giving me excuses regarding the issues with the vehicle. Some of those issues are while driving the car is making squeaking and scrubbing noise, the transmission is not changing gears smoothly, electrical issues in the vehicle, it is difficult putting gas into the car at multiple locations while pumping the gas the gas pump consistently with jerk. They have overlooked the issues with the car and focused on the sunroof. They set up an appt for 01/09/2024 but they changed the appt and they were suppose to get back in contact with me to reschedule the appt. I went to them and they stated that they did not see a appointment in the system and they mentioned that I had a good car and they lost money selling me the car. I requested for them to fix the car or give me my money back. This has escalated me saying that I may have to get a lawyer. When I purchased the vehicle it came with a three year warranty. They are not making any effort in trying to see what are the problems with this car. I want all my money back, that would include the down payment and all the payments that I have made on the car.

  Business response

  06/28/2024

  ***************** purchased this vehicle from us in December along with a comprehensive vehicle service contract. ***************** came back to our store several times complaining about various issues demanding that we take the car back. Each time ***************** would come into the store, we were unable to replicate the complaint and told her that we would not be taking the car back. We advised ***************** to document and record the issues if she could safely do so. We offered to send the car to the **** store to have a second opinion, she did not want to do this because she did not want to pay for a rental car or loaner. We explained that her service contract covers rental car reimbursement but she still declined. At the beginning of April, ***************** came to the store complaining about another issue that could not be replicated and demanded that we take the car back from her because she could not afford to pay the sales tax on the vehicle. ***************** admitted at that time that the reason she wanted us to take the car back was because of her inability to afford the sales tax and register her car. We offered several financing options for ***************** but she was declined. ***************** brought her vehicle in on June 17th with the check engine light on. We took the vehicle to our service department to for diagnosis and found that an "Evap Purge Solenoid" was stuck open. Because of the nature of the repair, the vehicle service contract that she purchased did not cover the repair siting that this part was a "wearable, non-covered item". We then decided to cover the repair for ***************** at no expense to *****************. The cost of the repair was a total of $818.11.

  We have gone above and beyond for ***************** since the day that she purchased her vehicle. We consider this case closed. 

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent my vehicle in for service march 7 and they told me what was wrong with my vehicle and claimed it will be 1500 to fix my vehicle and that will be ready on Tuesday march 12. its now March 14 they havent called or communicated anything from it to me and I have to call and then when I call then they say its gonna be another $1200 to fix the vehicle for a problem that shouldve been initially evaluated, I asked to speak to a manager to address these complaints when speaking with the manager, they place put me on a three-way call on speaker with the person that even didnt even want to call me address my complaints off that because it was a warn and wish you that it was no way that if my computer was working before I came in theres no way that my computer is working not working. Once they finish the wiring my complaint went recognized or compensated. So I asked the sales manager. if there is anybody else can I take a talk to and he replied that there is no one else I can talk to them. Once the end of the conversation was upon us. He just asked me I wanted to get it done or not so I asked again can I talk to somebody else thats above you at that point he said I had to call back through the switchboard in order for me to reach the general manager. Im asking him why I have to call through the switchboard dont you communicate with your general manager his response is no I have to email him. Im so frustrated with the way this has been handled That theres no one that I can turn to feel as if they feel like can do as anything they want to and get away with it, including overcharging for the parts labor, and not doing the proper evaluation of the job

  Business response

  04/22/2024

  ******************** brought us his vehicle stating that the check engine light was on and runs rough. ******************** said that he had replaced the fuel injectors, spark plugs, ignition coil and wires himself and that the fuel injectors were not firing properly. Our technician diagnosed the vehicle and found multiple fuel injector driver codes. The technician ran a test from the *** module to the injector wiring harness and the test failed. Upon researching the ***/injector failure, the technician found that the wiring terminals on one side of the engine connecting to the injector harness were corroded completely off. It was communicated to ******************** that we would need to first fix the wiring harness issue before we could go any further. It was explained that this was not going to fix the vehicle and its issues but was the first steps before we could go any further. ******************** agreed that it did not make sense to replace the *** before the proper wiring was in place to check and see if the *** was good or bad. The technician performed the wiring harness repair. Upon the wiring harness being repaired, it was found that the *** was still not communicating. At this point ******************** was notified that a new *** was needed. ******************** then felt that we should pay for the *** since it was not diagnosed as "bad" before we replaced the wiring harness. We reminded ******************** that we had this conversation and that it was impossible for us to know if the *** was functioning properly without the proper wiring and connectors that the *** performs with. The analogy that was made was, "It is like having a light and a light switch with no wiring running in between. There is no way for me to know if the light bulb is bad with out running the proper wiring so that electricity can reach the light bulb when the switch is turned on." ******************** has paid for the agreed upon services that were performed and has picked up his vehicle. We consider the matter resolved. 

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car here to get it repaired. The appointment was Feb. 20th at 10 am. I was waiting on them to call me. Once they told me they would repair my car I got it over there on Feb. 9th. On Feb.23, they told me all of this extra stuff to be done on my car. I told them all of this was not included and they told me to come get my car at no charge. When I decided to not get them to repair my car that told me that I would have to came out of my pocket for a diagnostic tic test and that I would have to come out of my pocket for a $232 for a diagnostic test. My insurance company said they would not cover the diagnostic test. I need to get my car since I am not going to get my car fixed there and now they are going to charge me $232 for the diagnostic test. I would like for them to give me back my car.

  Business response

  04/22/2024

  ****************** had his vehicle towed to us for a coolant leak and water pump issue. Upon receiving the vehicle, one of our technicians performed a pressure test and found 3 coolant leaks, a water pump leak, thermostat leak and two heater hose leaks. The technician also notated that the vehicle was running very rough and not firing on all cylinders. ****************** has/had a service contract on his vehicle through  "Everything Breaks". The only covered component that the service contract was going to cover was the water pump its self. The service contract would not cover the gaskets, seals, hoses or thermostat on ********************** vehicle. In order to move forward with fixing the vehicle, ****************** would need to pay $600 for the water pump, $500 for the leaking gasket and $450 for the heater hoses. ****************** declined to move forward with the repairs because of the out of pocket cost. ****************** agreed to the diagnostic charges prior to the vehicle being inspected by the technician and understood that the diagnostic fee would still be applicable with or without his service contract approving the work. ****************** agreed and decided to move forward with the diagnostic hoping his service contract would cover the repair in full. ****************** has since picked up his vehicle and paid the diagnostic fee. We consider this matter resolved.

• Initial Complaint

  01/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I attached two letters sent to the Dodge *************** in ************, ** describing this problem trying to get a refund from All-Star Dodge. First letter was dated/mailed 9/18/23; Second letter dated/mailed 10/23/23. The information in the 9/18 letter provides a lot of detail and includes more backup due to the 5 MB File size limit.Salesman ********************* from All-Star Dodge communicated to me that he could order the exact car I wanted from his dealership. On the evening of 1/30/23, I visited the dealership where we discussed the exact options I wanted which was placed on a factory order. I told him to wait until tomorrow for an approval to place the order the next day (1/31) in case I thought about it overnight and decided to change an option or two, but I was comfortable in giving them the $1,000 deposit they required to place this order (receipt attached). I was told by both *************** and his Sales Manager, *************, that if for whatever reason the car wasn't built, my $1,000 would be refunded. I phoned the next day placing the exact order as signed by me the prior evening. Mr ** and I spoke on 2/15/2023 due to a 2/14 voicemail informing me the order had been rejected by Chrysler due to my option combination being restricted and if I could change my order (if All-Star couldn't order this car, I would use Napleton). I asked him if it's possible Chrysler might lift this restriction and accept my order later in the year which he told me was possible. Mr ** promised to submit the order again in six or eight weeks and then follow up with me at later date. There was no communication from the dealership until I E-Mailed *************** on 7/21 requesting status. They weren't able to place the order and my refund requests began. Several E-Mails to ***************/Le as well as three messages to an owner and one to the general manager resulted in no refund/response. The last message to the owner/GM was on 12/28. I'm contacting BBB as my next step for resolution.

  Business response

  07/08/2024

  ****************** and All Star DCJR have resolved this complaint. ****************** was refunded his deposit and is satisfied. 

  Customer response

  07/08/2024

  I, ************************* (Customer), ultimately received my deposit from January, 2023 in April, 2024 after contacting the Missouri ***************************** and a local television station's consumer complaint department.  It would be inaccurate to state that I am satisfied with the resolution due to the manner I was treated as a customer after ordering an automobile from All*Star DCJR and the delays faced after requesting my refund when my automobile was never built.  If I had not been so diligent after this dealership never responded to any manner in which I attempted to contact various members of All*Star DCJR including the owner, I would have never had my deposit returned.  It was a very frustrating experience and still cost me a small amount of money, but it cost me a lot of time as well as effort!  The only way I would feel satisfied that the dealership accepted responsibility for their behavior is if they gave me several thousand dollars as restitution which won't happen.  I will never be satisfied with the manner in which I was treated and would never recommend this dealership.  With that being said, both parties will move forward.  Thank you for allowing me to respond.  Sincerely, ***********************;  

  Customer response

  07/08/2024

  Complaint: 21110031
  
  I, ************************* (Customer), ultimately received my deposit from January, 2023 in April, 2024 after contacting the Missouri ***************************** and a local television station's consumer complaint department.  It would be inaccurate to state that I am satisfied with the resolution due to the manner I was treated as a customer after ordering an automobile from All*Star DCJR and the delays faced after requesting my refund when my automobile was never built.  If I had not been so diligent after this dealership never responded to any manner in which I attempted to contact various members of All*Star DCJR including the owner, I would have never had my deposit returned.  It was a very frustrating experience and still cost me a small amount of money, but it cost me a lot of time as well as effort!  The only way I would feel satisfied that the dealership accepted responsibility for their behavior is if they gave me several thousand dollars as restitution which won't happen.  I will never be satisfied with the manner in which I was treated and would never recommend this dealership.  With that being said, both parties will move forward.  Thank you for allowing me to respond. 

  
  Sincerely,

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

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to get repaired and they had a breaking which resulted in 30 cars had their catalytic converter stolen and my car was apart of. Now they are telling me that I am responsible for the cost to replace my catalytic converter. What was suppose to be a $2400 job is now a $9000 job. I spoke with the manager Jeff who said that their lawyers said they are not liable because they locked up

  Business response

  12/19/2023

  Our insurance reviewed the claims and determined we were not negligent when the theft occurred. The customers vehicle was parked in a secure area while waiting for the customer to pick up their vehicle.

  Customer response

  12/19/2023

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

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car from them and the transmission went out. I took it back to them on Tuesday and they said it needs a transmission and a motor. The warranty that I have with them does not cover this. I have to pay $75 a day because the warranty only covers for 5 days. They said they would have to get the authorization from the inspector and it will cost $1400 dollars. I have to turn in my rental car on Monday and I have been telling them that there was something wrong with this car. I am in a bind and still have to pay for this car. I told them something was wrong with the car in July 2023 and purchased the car in February 2023. It is the same thing wrong with it in July that I told them about the car. ******** and ********** said the same thing about the car. I would like for them to pay for the car rental and to repair my car.

  Business response

  12/19/2023

  The vehicle was repaired and paid by the customers extended warranty. The $1400 was the cost to inspect and diagnose the concern if it was not covered by the customers warranty. The repair was covered and the customer was charged their $100 deductable and the rental days beyond what they had coverage for. The deductable and rental charges were expalined to the customer when the vehicle was checked in.

*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. ↩