ComplaintsforMarty Cancila Dodge Chrysler Jeep Ram

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Jeep from Marty Cancila in July of 2022. I took the Jeep in for an oil change wheel alignment and issue that I had with the radio since I purchased the vehicle. My car was in the shop 2 weeks due to the service department letting me know that the car was bricked and could not move. They let me come and get my personal items from the vehicle because they didnt know when it would be fixed and they were waiting on Chrysler. Once the vehicle was returned I started experiencing different issues with the vehicle. The radio was still not fixed and they kept advising that an update would come to fix it which never happened. The vehicle also also started to give an error active lane management disable see dealership which has NEVER happened prior to the car bricking after multiple attempts to get this resolved through the service ***** I contacted the owner **** Cancila by email. The owner just had the service **** contact me to bring the vehicle in. This went on until May of 2024 and it had been in and out the shop at least 7 times. I emailed the owner to buy the vehicle back and they came and picked it up dropped it back off and promised me that the issue was fixed. They left scratches around the vehicle that was never there and the car is still not fixed. Since May I have had the error pop up least 5 times and I work from home and the car is barely driven.

  

  Business response

  08/01/2024

  Thank you for the opportunity to review this customers complaint.
  
  After thoroughly examining this consumer's complaint, we have found no error on our company's part. We would like to first address the reference to the initial visits regarding the performance of Safety Recall 88A, issued by the manufacturer, which required updating specific software for the vehicle's systems. This software update is like updates required for cell phones or computers. During the update, the software sent from the manufacturer over the air server went down, causing what is known in industry terms as "bricking." This is common in our industry, as modern automobiles are highly technology-driven, and sometimes these software enhancements can encounter glitches, leading to situations like the one described by the consumer. This issue left the module in a state where it would not allow the software to be updated, thereby shutting down the vehicle.
  
  Our dealership promptly contacted the manufacturers technical support for assistance and successfully installed the proper software, completing Recall 88A.
  
  The customer has alleged that subsequent product failures resulted from our dealership's workmanship. This is not the case. We understand the consumers frustration and concern regarding component failures. To address the customer's concerns, we contacted the manufacturer to address the lane departure issue and collaborated with Jeep engineering to resolve the problem. We verified that the condition was resolved.
  
  In closing, we have found no wrongdoing on our part. We recommend that the consumer work directly with Jeep, the manufacturer, if they are dissatisfied with the product. We believe we have gone above and beyond to address and resolve these concerns. We have not had this vehicle in our possession since May, and there have been no indications of further failures. Please feel free to reach out to us if you have any further questions.

  Thankyou 

  Customer response

  08/03/2024

  Complaint: 22001567
  
  I have reviewed the business' response and am rejecting it because:
  
  The vehicle did not have the issue prior to me bringing it in to get a wheel alignment,oil change, and the issue with the radio fixed. It was in the shop for about 2 weeks when the bricking occurred. When the vehicle was returned to me it was not returned in the condition it was in before I had it serviced. The dealership tried at least 7 or 8 times after that to fix the issue they caused. In May they promised me that the issue was fixed and they had a Chrysler tech come down to service. By May 28 the issue was still occurring and I took photos every time the error popped up. The *** still does not function properly and gives an error or does not activate when I drive the vehicle. This is not an issue that Jeep caused this issue occurred after the vehicle was serviced by Marty Cancila. I am requesting the vehicle to be replaced by the dealership since the issue they caused cannot be fixed. 
  
  Sincerely,
  
  *****************************

  

  Business response

  08/08/2024

  Dear BBB,
  
  We appreciate the opportunity to address this matter. We have previously responded to this BBB inquiry and are confident that all repairs have been completed according to Jeep factory specifications. These repairs have also been verified by a Jeep Technical Field Representative.
  
  We encourage ****************** to contact the ************************* at ************* for any further concerns or claims related to Jeep product issues.
  
  Thank you for your attention to this matter.

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Car was in for repairs which is also under warranty the Dealership charged me $2700 for a tear down which was approved my the warranty company but dealership said I had to pay now wont refund my monies

  

  Business response

  07/31/2024

   
  
  Thank you for the opportunity to respond to this consumers complaint.
  
  The customer purchased this vehicle from another dealership as a used vehicle. The vehicle was brought to us for an engine overheating concern. The customer authorized the cost to disassemble the engine to determine the root cause of the failure, as required by the customers extended warranty plan.
  
  The customer chose to have the vehicle taken back to the selling dealer because their warranty company would not cover all the costs, including the required manifold needed to complete the engine replacement due to catastrophic internal engine failure caused by overheating. Any consideration for reimbursement for the engine disassembly would be at the discretion of the customers warranty company or the dealer from which the vehicle was purchased.
  
   PLease feel free to reach out  to us if your need any additioanl information.

  Thankyou 

• Initial Complaint

  06/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased car on January 23,2024 2021 Grand Jeep Cherokee . I have not had this car not even 6 months. I had came up with all 4 tires that is not standard anymore. I was told that the tires been on vehicle sense it was made I had to spend $600 on tires when the price of the car should had all four tires before sold to me from this dealership!

  

  Business response

  07/03/2024

  
  Thank you for bringing this concern to our attention and giving us the opportunity to address it. We understand how important it is to have a reliable vehicle, and we sincerely appreciate the chance to review this matter.
  
  The vehicle in question was purchased as a pre-owned vehicle and successfully passed the Missouri State Inspection in January of 2024. Since then, it has been driven approximately ***** miles. ***** a thorough review of this case, we found that there were no errors on our part.
  
  We regret that the customer chose to purchase tires from another location. We understand that this decision may have been driven by immediate needs or convenience, but we would like to inform you that we often have promotions and special relationships with tire manufacturers that could provide significant discounts.
  
  We value our customers and are always here to support and assist with any future needs. If you have any further question please feel free to reach out to us.

  Sincerly,

  Marty Cancila Dodge Chrysler Jeep and Ram 

  
   

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dealership attempt to scam me and my warranty company for repairs that werent needed and sabotaging my vehicle

  

  Business response

  07/16/2024

  
  Thank you for the opportunity to respond to this consumers complaint. After a thorough review of the customer's concern, we find that this claim has no merit.
  
  The vehicle was brought in for an issue with a loose battery. Upon inspection, we found that the battery terminals were not properly installed. We removed the aftermarket terminal shims and installed the terminals correctly.
  
  During the vehicle's inspection, we also noticed a leaking radiator. The consumers warranty company denied the claim because the vehicle has been modified from its original factory equipment, which is one of their criteria for coverage denial.
  
  Additionally, the vehicle has an unrelated issue where the windshield wipers occasionally fail to shut off. This problem is not related to the battery terminal concern or any work we performed. It appears to be due to a component failure that requires further diagnosis. As the vehicle is out of the basic manufacturer warranty, any repairs would be at the customer's expense.
  

  Please feel free to reach out to us if you have any further questions.

  Thank you 

  
  

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2018 Jeep Wrangler from them and I put it in the shop because the check engine light came on. I took it to them and every time I call them, I can&#**;t get an answer from management to talk to someone about the repair. I would like to get my Jeep back repaired and returned to me asap.

  Customer response

  06/03/2024

  I have been trying to contact them and they have not reached me. 

  

  Business response

  06/04/2024

  In regards to this complaint, our service manager has spoken to the customer and personally delivered his vehicle back to him on 6/4/24.  Customer left happy and appreciative of our service manager's help.  Prior to this, multiple attempts were made to get in touch with ************.  The number on file was not answered and unable to leave messages.  At that point, we located another number for ************ and left a message with vehicle status.  Emails and text messages were also sent.  We request that this complaint be closed as resolved with consumer.

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have experienced with a car I purchased on 2-26-2020. The vehicle in question has had multiple mechanical problems, despite efforts to address them through the Credit Acceptance Warranty in which was the Warranty through the finance company. On 2-7-2022, I had to have the car towed in due to the throttle light coming on and a loss of power. The Credit Acceptance Warranty covered the repair, but on the first drop off, the transmission went out. I was informed that I did not have a warranty until the car was certified pre-owned, so the transmission was replaced instead of the catalytic converter, which was declined. After picking up the car on 3-21-2022, I immediately noticed that the engine was not running correctly and was misfiring. The car was returned the same day for further repairs. Subsequently, on 4-29-2022, the catalytic converter had to be replaced. Despite following all recommended maintenance guidelines, including regular oil changes and mechanic advice, I encountered the same issue on 4-4-2023, with the engine overheating on my way to work. I was informed that I had no warranty coverage and was accused of poor maintenance due to allegedly neglecting to replace ***** that were never brought to my attention. I also was told that I did have a warranty when I picked up my vehicle on 4-4-29-2022, now because of some hoses. It is concerning that crucial maintenance issues were not addressed during previous repairs, and I believe that the lack of proper communication and service has led to these recurring problems. I am seeking assistance from the Better Business Bureau and the ************************* to address these unresolved issues and ensure that appropriate action is taken to rectify the situation. I kindly request that this matter be investigated promptly to protect consumers from similar experiences in the future. Your attention to this matter is greatly appreciated. *************************

  

  Business response

  04/19/2024

  We just received this letter in the  mail on Thursday 4/18.  We need time to review this complaint and respond with proper documentation.  We will follow up Monday April 22.

   

  Hatty Dorton 

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

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

  Customer response

  05/03/2024

  My name is ************************* and I purchased a 2017 Dodge Journey from Marty Cancila , I am writing to bring to your attention the ongoing issue I have experienced with a car I purchased on 2-26-2020. The vehicle in question has had multiple mechanical problems, despite efforts to address them through the Credit Acceptance Warranty in which was the warranty through the finance company. On 2-7-2022,I had to have the car towed in the throttle light was coming on and losing power. The Credit Acceptance Warranty covered the repair, but on the first drop off, the transmission went out. I was informed that I did not have a warranty until the car was certified pre- owned,so the transmission was replaced instead of the catalytic converter, was declined. After picking up the car on 3-21-2022, I immediately noticed that the engine was not running correctly and was misfiring. The car was returned the same day for further repair. Subsequently, on 4-29-2022, the catalytic converter had been replaced. Despite following all recommended maintenance guidelines, including regular oil changes and mechanic advice, I encountered the same issue on 4-4-2023, with the engine overheating on my way to work. I was informed that I had no warranty coverage and was accused of poor maintenance due to allegedly neglecting to replace ***** that were never brought to my attention. I also was told that I did have a warranty when I picked up my vehicle on this day, now because of some hoses I have known. It is concerning that crucial maintenance issues were not addressed during previous repairs, I believe that the lack of proper communication and service has led to these recurring problems. I am seeking assistance from the Better Business Bureau. I kindly request that this matter be investigated protect customers from similar experience in the future. Your attention to this matter is greatly appreciated. Sincerely, *************************

  

  Business response

  05/03/2024

  May 2, 2024
  
  
  Better Business Bureau
  Serving Eastern & Southwest ******** and *****************
  ***********************************************
  ************************
  
  
  RE: Complaint 21530868
  *************************
  
  
  Attached are the service records for the vehicle, a 2017 Dodge Journey, owned by **************.  The complaint in question begins, per **************, on 2/7/2022, however the vehicle was in our shop 3 times previously and during those visits, ************** declined services on two occasions (10/30/20 ***** miles and 11/10/20 ***** miles).  On the 3rd visit, November 12, 2020 (***** miles), the vehicle was towed in due to the throttle light on and low power.  The throttle body was replaced at this visit under the service contract ************** had purchased at the time she purchased the vehicle.  A test drive could not be performed at this time due to axle failure which ************** had declined on a prior visit.
  
  The visit in Ms. ****** complaint, 2/7/2022 (***** miles), the vehicle was towed in due to the vehicle not moving.  It was determined that the transmission needed replacing.  ************** paid a $100.00 deductible in order for Mopar to replace her transmission.  After this repair, customer was advised the vehicle need a catalytic converter and O2 sensors; she declined these repairs.  Our technician did test drive the vehicle after the transmission was replaced and at that time verified the engine was internally damaged.  The vehicle left our shop on 3/21/22.  1 day and 3 miles later the vehicle came back and a case was opened with Mopar and they agreed to a goodwill engine replacement and no charge to the customer.  This also included extended rental to the customer, also at no charge.
  
  On 4/24/22 (***** miles) the customer brought the vehicle back to our shop with concerns of a popping noise when turning the wheels.  Her service contract replaced the CV axle assembly with a $100.00 deductible from **************.  At this time, the customer was once again reminded of the catalytic converter failure and repairs again were declined.
  
  The last time ************** was in our dealership was 4/4/2023 (****** miles) with complaints of the oil temperature light, engine light on and vehicle making a strange noise.  It was determined the engine was overheated and ran to the point of catastrophic failure.  Another engine replacement is needed however assistance was declined at this time due to finding the cooling hose had failed because of continual driving once the coolant and oil warning lights came on. 
  
  Based on the information we have provided and the multiple declines to necessary repairs, we feel we are not at fault for the end result of Ms. ****** vehicle.  We gladly assisted with getting repairs covered by the manufacturer as well as her extended service contract.      After review we have no workmanship errors on our part and this complaint has no merit.  Please feel free to reach out to us if you have any 

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 12 I took my car to Marty Cancila for my normal oil change routine that I have been doing for the past 2 years with them , while I was there they recommended that I needed to get my tires fixed and get something that has to do with cooling emptied , I declined for tires because my tires are fairly new and agreed to the other thing, within ***************************************************************************************** that my car is hit by that time I was already pulling up to work , before getting my oil changed that day I never had any problems with my car , my car is in very good condition never ran hot never had any leaks never been in any accidents and no major problems in general, so I called early that morning the next day asking to speak with management they got my information and said they would deliver information to management, the adviser called m back in said I could come back that day which was July 23 but I was at work so I went Friday and waited about 2 hrs and the adviser came out and told me my car was running hot because I need a thermostat and a radiator assembly I asked the advisor why wasnt this mentioned to me when I was just here for a oil changed and he replied he didnt know I said I think this very weird all of sudden Im having problems that I never had before and that you all never mentioned or recommended this and I need this he said sorry apparently this has been leaking for a while I said this doesnt feel right and then I left , I dont know why I didnt ask to speak to a manager right then in there but once I got home and kept thinking about it I said to myself my car literally never had any problems like this until after the oil changed so I called back up to Marty Cancila asked to speak to manager a lady on the phone asked what was this about I told her she tried calling the manager but he wasnt at the desk she said she would give him the information and he should be calling me back , today is Monday still hav

  

  Business response

  08/17/2023

  Thank you for the opportunity to review this consumers complaint,   After review we find that this claims has no merit.  The radiator has a coolant leak see attached picture  causing it to leak coolant.   This was not a result of any or organization only a component that failed.  Unfortunately the vehicle is outside of its manufacture warranty and the cost to repair will be at the expense of the consumer.   As a goodwill gesture  we will offer a 15% discount on Parts and Labor for replacement of radiator and coolant. to receive this discount the this service must be completed by September 30th 2023.  Please  reach out with any further question.   If the consumer would like to take advantage of this offer please respond directly to this filed complaint.  Thank you 

  Customer response

  08/21/2023

  Complaint: 20335471
  
  I am rejecting this response because:my car did not start giving me trouble until my last visit of receiving oil change, I have been to this business numerous times for oil change and oil things and never had a problem , then this pacific time I go to get my oil change then my car starts to run hot 15 minutes after I leave, my car has never ran hot, my car has never gave me any problems is what I'm trying to make this business understand. Also I'm still confused on why it was not recommended to me about my radiator. leak when I was getting my oil change, the only thing that was recommended was to fix my tires and to empty out my coolant, I declined tire service for my tires because my tires are very new and I have yet to have problems with my tires after what was recommended, I accepted for my coolant to be empty, after that still no mention of a leak, then once I bring my car back 2 days later because it was running hot , now its recommended that I have a leak thats been going on for a while ,I'm not convinced. I tried calling numerous of times after that to speak with management to voice my concern, I left messages through whoever answered the phone and still no respond  from anyone which left me no choice but to further this situation
  
  
  Sincerely,
  
  *****************************

  

  Business response

  08/25/2023

  Thank you for the opportunity to address this consumers complaint.  While we understand that the Vehicle overheated we can not be responsible for a leaking radiator and thermostat that needs replaced.  This vehicle was in for a routine oil change and we noted the coolant was low in the system when the fluids were checked.  A thermostat is a seal component  in the engine area and its evident based on the pictures that this is leaking from the seam areas of the radiator.  These components fail on vehicle daily.   The Customer declined the recommendations to address the tires and the low coolant that we noted .   We do not perform diagnostic of system components when a vehicle is in for a routine maintenance such as and oil change.  Our Business did not create these components to fail due to workmanship while performing a  routine oil change service.   We understand the consumers frustration and would like increase our  gesture of goodwill and offer  50% discount on the replacement of the failed Thermostat and Radiator, if repaired in the next 14 business days. The consumer will need to respond through this portal to move forward with this goodwill offer,  Please let us know if you have any further questions or need any additional information provided.  

  Thank you 

  Customer response

  08/31/2023

  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

  06/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The customer service was great until it got to the point of employment. I received a call from **** Wednesday 6.21.23 around the time of 7pm. During this phone call **** & his Finance Manager are laughing. **** says “Yea Ms. ******* the bank says that you got Terminated from your job on 6.15.23” I ask so shockingly “How, I just went to work today & got paid today.” He repeats what he said to his Finance Manager & the Finance Manager who I believe his name was ****, laughs & says “that’s great & all but the bank said there not doing anything without some type of proof of employment.” At this point I felt disrespected because I’m telling these salesmen’s I’m doing business with that I am employed & I’m not sure what’s going on & they’re laughing. I eventually went up there with my Assistant Branch Manager who proceeded to show **** that I am employed. He then proceeded to ask for My Branch Managers number & my recent Paycheck stub. They get into contact, my Manager sends the proof of employment & tells him to reach out with anymore questions. Today 6.23.23 I’m at work & receive a call from **** at 10:53Am. I explain I am at work & cannot take a call. Can he send me a text or call later, he then says “I’m just calling to tell you, you need a co-signer.” I say “okay.” & hang up because I am at work. I eventually call back & try to figure out exactly what is going on. **** then explains that “The bank won’t work with me because I’ve been terminated from my job, & there is still no proof of employment.” Then I ask “How when my Manager just sent proof of employment.” Then he says very fast “No Banks want to work with you” I explain to him that I just don’t want to do business with you all anymore because I am very unsatisfied & keep getting the run around. **** then continues to say “okay” very nastily as if I upset him, I did hang up & text **** & explain how very unsatisfied & disrespected I felt during this whole process.

  

  Business response

  08/02/2023

  Regarding a phone call that Ms. ****** referred to...****, the sales manager, had explained to Ms. ******* that he was on the showroom floor where many different conversations from many different parties take place.  Any laughter she may have heard was in relation to one of those other conversations.  Not the conversation that **** was having with Ms. *******. 

  Regarding the employment claims in the complaint... Ms. *******s employer reports to " The Work Number" a employment verification service,.  The lender pulled the information from the work number, not the dealership.  The information that was pulled through the verification service stated that Ms. ******* was a Temporary Employee who had recently been terminated.  Ms. ******* shared with the Finance Manager that she was infact employed.  The finance manager asked Ms. ******* to get the documentation to prove she was still employed.  Nothing that Ms. ******* provided nor any documetation from place of employment convinced the lender that we was infact employed.  

  Customer response

  08/10/2023

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

  I made an account on the work number to see what they were talking about, they stated that I was terminated back in June but the work number has checks for me for after June of this year the very month  they said that I was terminated. How could they still report checks from the job they’re saying I’m terminated from if I’m not terminated? I attached the images of the report info that I got from the website they use. Their manager said I was terminated in June, and I wasn’t. I would like for them to fix their mistake please and go back and check their sources because the very same source they’re using is still reporting check stubs for me past the very date they’re claiming I was terminated. 
  Sincerely,
  ****** *******

• Initial Complaint

  06/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchase a 2016 Yukon Danali Truck worth $58000.00 in 02/2023. The engine went out in the truck and now I have to pay out of pocket for a rent until the engine is fixed. They have had the truck for over a month and the engine still isn't fixed. I have barely drove the truck due to it being in the shop most of the time I have had it. I would like for them to pay for the rental of the car until the truck is fixed.

  

  Business response

  06/20/2023

  Thank you for the opportunity to review this complaint.   

  Unfortunately this  remain engine is on backorder  due to the General Motors supply chain issue and they are unable to fulfill the order.   We have spoken with the customers extended warranty  company and they have secured a 

  remanufacturer engine and Marty Cancila  has  committed to covering a portion of the rental bill as a goodwill gesture.  We are actively working to complete the repairs.  Please feel free to reach us if you have any other questions.  

   

  Thank you 

• Initial Complaint

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my truck in 4-28-2023 for making a ticking noise as if I didn’t have oil in my truck. Marty Cancila diagnosed the oil area and charged me $200 for this diagnostic only to tell me they didn’t see anything and that the noise probably was because I needed an oil change so I insisted on letting them do an oil change, in which they had my truck for an additional 10 days due to an oil change, when I received my truck back 2 days later my truck radiator fluid was on the ground and when I checked the oil it wasn’t any on the dip stick so I called Marty Cancila back to inform them what was going on with my vehicle and they had the vehicle towed from my residence to their shop only to inconvenience me and tell me it’s other problems dealing with the oil area and that I have to pay them more money to fix the problem when in reality the problem was supposed to been getting fixed all alone. I don’t have any more money to keep paying people or Uber to get back and forth to work can someone please help me!

  

  Business response

  08/28/2023

  We have reviewed this consumers complaint.  After review of this customers concern we find no wrong doing on our part.   This vehicle exhibits internal oil pressure and oil circulation issue based on the condition of the engine,  unfortunately this vehicle has 207,000 miles on it with  no active warranty that will cover the cost of the Engine repairs and would be at the expense of the consumer.   This condition is not related to any workmanship issue.    As a gesture of goodwill we would offer a $500  discount towards the purchase of a new vehicle.  Please feel free to reach out with any further question.  Thank you

   

   

*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. ↩