ComplaintsforMarty Cancila Dodge Chrysler Jeep Ram

• Initial Complaint

  03/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I bought a truck in January/2023 (2022 Jeep Renegade) I went to pay my sales tax, and I was unable to do so because there is s lien on the truck. I contacted the dealership several times on 02/03/2023 spoke to ********, then again on left a message 02/07/2023 for ******** she did not call back. Then again on 02/08/2023 and spoke with ***** (twice). **** from (financial) called with a update on 02/22/2023 left a message and then he called again on 02/23/2023 and stated Chrysler had a lien on the truck and was waiting on Comptroller to release the lien. Then I returned back to the Dealership on 03/02/2023 due to my temporary tags running out and they gave me updated temporary tags. I have not heard from them regarding the lien since 03/02/2023. I would like to be able to pay my personal property tax, also if there is a late fee I should not be held accountable due to the lien on the vehicle.

  Customer response

  03/14/2023

  The business has resolved this issue.  The fact that it took so long for them to get it done.  

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an issue with them in July on my 2002 Concord Limited. While they were working on my car, they broke my fuel pump. When I drove it home, all I smelt was fuel. They said they didn't do it, but I didn't have the issue until I took it there. I tried to tell them about it and they shrugged it off. I paid the loan and I feel taken advantage of. I had it looked at at another shop and it said it was broken but glued back together.

  

  Business response

  01/12/2023

  To whom it may concern,

  We have reviewed this customers concern on there 2002 Concorde with 245,000 miles on it that was at our facility and picked up by the customer in July of 2022  and have found this claim to have no merit as well as no indication that this was damaged while repairing the checking light for an emission system component failure.  This was reviewed with the consumer with our service manage back in July and there was clear indication that this had been epoxied some time ago and another repair facility.  Please note this vehicle has been in our service department 2 times  in 245K miles.  Thank you for the  opportunity to address this concern please feel free to reach out to us with any further questions 

  Thankyou 

• Initial Complaint

  10/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My van has been at Marty Cancilia since August 28,2022 because my check engine light was on, I was originally told that it was a sensor for my lights, then it was a sensor for my shifter (which is the problem I was having )and they had to order the part but it was covered under warranty , then *** ( my advisor) stated that it was my engine and they had to order it but it was covered under warranty , I have rental on my contract but every time I've attempted to obtain one because I still have to go to work, there has not been one available, well today is October 4th and I have called and gone up there to inquire about my van its always something, First the engine was on back order and as soon as it come in they would fix it, and every week it was it hasn't come in yet but I had to call and inquire about the part and didn't get a call back, I would have to drop by when I got off work early because service is closed by the time I get off most days, Then it was the engine is in but they are waiting for a gasket kit and same every week the part is supposed to be there and no part or no phone call letting me know they havn't received it. They instead tried to coerce me to get a new 2023 Hybrid Pacifica with a much higher car note by telling me the car would break down again and wouldn't be covered like they were going to do something to my van to make sure I returned. I have had to rent a car from **** because through all this I still have to go to work. I have called every day since September 26th the last time I actually talked to *** because I popped up at Marty Cancilia, He has not answered my calls or returned my calls back to me. I've requested a call from the manager **** ******** and NOTHING. I feel the month they have had my van they should pay for and reimbursed me for my rental because there is no way in over a month they do not have a rental available for me. They should not be allowed to do customers like this and should provide better service .

  

  Business response

  10/11/2022

  On 08/29/2022, *** ***** brought in *** ******** 2017 Chrysler Pacifica, **** ****************** with 96,799 miles stated the check engine light was on.
  
  On 08/30/2022, the technician diagnosed the vehicle and found PCM code P0305 for a Cylinder 5 Misfire             and PCM code P0300 for a Multiple Cylinder Misfire. Next, the tech checked the cooling system and found that there was no coolant in the coolant bottle. Then, the tech removed the #5 spark plug, he then pressurized the coolant system and there was antifreeze leaking into the cylinder.  Due to this the engine needed to be replaced.
  
  The repair is not covered under the factory powertrain warranty, it expired at 60,000 miles.  The customer does have an aftermarket extended warranty through ****.  On 08/31/2022, We contacted **** and received an approval to so on claim# *********
  
  On 09/01/2022, we ordered the two parts required to complete the repair. Part# 68237714AE – Engine and part# 68361495AA – Engine gasket set.  They were both put on expedited Special Handling. The Engine arrived on 09/06/2022. The Engine gasket set arrived today 10/11/2022.  There is no question *** ***** has been waiting a long period of time to receive her parts.  Unfortunately, that is the world we live in now with supply chain issues and low overall supply.  Currently there has been over a 400% increase in backordered parts availability. As we work with a short staff and the above parts issue, we will continue to work on improving our communication between our advisors and customers. 
  
  The customer does not have any rental coverage or provisions through the Manufacture.  The customer does have rental coverage through her **** aftermarket extended warranty with a maximum coverage of $175.00. Her **** Policy Number is *********. This current **** contract expires on 11/30/2022 or 100,000 miles, whichever comes first. *** ***** needs to contact **** * ************** to request rental reimbursement.  She may also want to contact ***** ***** * ************** to see if than can provide her with any rental relief.
  
  The Engine replacement has a $100 deductible for the repair.  For goodwill, we will waive the $100 Ded.  
  
  
  Sincerely,
  ******* *******

• Initial Complaint

  09/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  December 2021 I was involved in an accident and had to have my car towed to this shop for repairs. This company had my car for over 3 months and still did not completely repair the car as they were paid to do. I have taken the car back to them at least 4 times and are now telling me they have no idea what is wrong with the vehicle, and that they have done all they can, they left it at that and will not address the repairs any further, their mechanic told me to just sell my vehicle.

  

  Business response

  10/11/2022

  Thank you for the opportunity to review this case. After further investigation we have repaired this vehicle based on the provisions of the insured provider. The vehicle was involved in an accident in 2021. We have worked with ******** ****** and have been advised that any further check out for repairs could be at the cost of the consumer. This was provided by ******** ****** Insurance. If the customer would like to have a second opinion on the vehicle, please work directly with your insurance company and adjuster. We will not be providing any further assistance of repairs or refund. Any further questions, please reach out to us directly.

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid this company $1000 to repair my 2010 Dodge Ram 3.7. I got 3 diagnostic tests before I went there. The issue is with the *** control module. I brought one of them with me. They had the car a whole week. They fixed a recall as well. I picked my car up and it broke down less than an hour after I picked it up. I contacted the company and was cursed out and would not talk or listen to me. Now they said they are not going to do anything to resolve this. 

  

  Business response

  08/10/2022

  Thank you for the opportunity to respond to this consumers complaint.  This complaint has no merit.   This vehicle was brought to our facility and requested by the owner of the vehicle to replace the *** control module.  We reviewed with the client that the vehicle should be properly diagnosed prior to installing this module.   The customer would not authorize  diagnosis of the vehicle and was fully disclosed that we would only install the part requested and a deposit was take to special order the part.  We installed the part as requested.  We were very transparent about what would take place.  This client provided that the vehicle was diagnosis at 3 other places prior to bring it to our facility and requested part be replaced, made a deposit for the special order part , and elected to not have it diagnosed.  Unfortunately the situation became unprofessional with client as the desired result was not what was excepted and the client was asked to leave. 

  Please feel free to contact us if you have any further questions. Thank you 

  Customer response

  08/10/2022

  Complaint: 17687893
  
  I am rejecting this response because: now the truck doesn't work at all it started  and ran when  i dropped it off.   Marty Cancila didn't even test drive to see if truck even worked after the part was put my abs light still blinking i never rejected test for after parts was put on i made it clear to check if that's not the problem fix and was welling to pay i was yelled at by manager  service rep didn't fully explain anything about testing my truck period i spent 951$ total just drive home a broke truck it  didn't make it home i had to get it towed they made it clear they didn't test drive the truck they didn't even charge the battery that's a part of reprogramming a abs control module come sense so i still feel like something should be done for not even test the truck that didn't make it off the lot *********************** never put in notes to check after the parts was put on who does that it's common sense to check parts after they have been put on not just instal them but to see if they actually works 
  
  
  
  Sincerely,
  
  *******************

  

  Business response

  08/16/2022

  Thank you for the opportunity to respond to this consumers complaint.   As indicated on our previous correspondence we install this requested and were very transparent that we recommend diagnosing the vehicle to ensure the proper item is repaired.  We feel terrible  that the consumer has been to 3 other repair facilities to diagnosis this problem and it has not fixed the  consumer  problem. The requested ABS Module was installed and initialized based on the vehicle model outlined by Mopar and Stellantis.    As a gesture of goodwill we will refund the consumer $150 and a check will be mailed in 7 to 10 business days to the address on file.  We will provide no further assistance.   Thank you 

  Customer response

  08/16/2022

  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dodge has messed up my car beyond repairs. i went due to my airbag light was on which they have recalls for airbag light controller. After they spent 6 hours with my car nothing was fixed. My car airbag light was still on and my car chargers stopped working. Since they have touched my car I have had nothing but electricity problems with my car. I have filed a claim against them and they are asking me to take it up there again for them to break it. Mind you for a recall on airbags lights was free so since they did not fix correctly they trying to charge. I took my car to a auto repair shop who has worked on my car for years confirmed with them messing with my wires they blew my fuses. Now I have to replace my fuse box

  

  Business response

  08/16/2022

  Thank you for the opportunity to respond to this consumers complaint.  After review of this claim we find that this claim has no merit.  We completed the Manufactures recall S61 based on the provisions of the Recall.  We have reviewed the onboard data that is attached and this vehicle at one time or another prior to the arrival at our facility for the first ever visit as set a fault code that is no longer active for the ******* **** ***** ******* **** *****.  There recall was completed and passed all initialization for the module and the vehicle was returned to the client.  The Vehicle is out of warranty and additional repairs will be at the expense of the consumer not covered by the provisions of the recall.   We encourage the Client to reach out the ***** ****** ******* * ***** ******** to seek any type of goodwill repair.  We have no indication that any items were damaged while performing the recall and consumer has elected not to let us look at the Vehicle again. Please feel free to reach out to us with any further questions.    

• Initial Complaint

  06/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Marty Cancila on Lindbergh in Florissant and if the need of any work that's who's service my vehicle and I had just gotten a fuel pump less that two months prior from the dealership Marty Cancila and paid around 1,800 for the service I had my vehicle towed from Complete to the dealership gave them the paperwork and also explained I had just gotten this same service less than two months ago they said they'll check it out and to leave it I then asked would I be available to get a loaners car Dave which was very rude at that said NO! We only cover parts and labor at this point I'm pissed cause not only did I not receive a replacement car i had to pay for my car to get towed from one place to another where I've already paid for labor and the service so I leaves without compensation for the inconvenience so later that evening which was a day after Memorial Day on a Tuesday they called me saying the numbers to the fuel pump part didn't match and the part that was on my vehicle they don't use now I'm confused and pissed cause that only means to me one or two things the factory sent the wrong part are the mechanic whom serviced my car put the wrong part on it so I asked them what did p pay for then and who would go let someone else put a fuel pump on and I have a warnty on the fuel pump I paid for from you guys they couldn't make it make sense at all then sent me an email that I still have for my records that due to the fuel pump being bad and going out it caused my distribution box to go bad as well all in black in white so the receptionist Rachel I believe called and stated that someone will reach out within 24hrs this was around 5ish one of the advisors called about 7 and said they'll take care of everything I can pick up a loaner car in the morning which would've been Wednesday I agreed and asked them could they take pictures of new and old parts for both fuel pump and distribution box they stated of course but now being told something different with no results.

  

  Business response

  07/01/2022

  Thank you for the opportunity to respond to this consumers complaint.  We do acknowledge that we made an error in identifying the mopar installed fuel pump when the vehicle was towed into our shop.  We confirmed the replacement part originally installed was a mopar part however there was a incorrect tag on when it was sent to use for installation back in march, possible due tot he supply chain issue the world is facing.   Once reviewed by our senior management we informed the customer that Technicians made an error in identification.  A honest mistake with no malicious intent.  We replaced the failed fuel pump under the provisions of the Mopar warranty due to the pump do to failure.  We released to the customer only to have it return again with another failed pump.  After extensive inspection of the system we found that the fuel system has been contaminated with and outside substance that is causing the pumps to short out.  While most fuel systems we see that have been vandalized with a substance you can see sign of the foreign substance or a trace. This was not the case for this clients vehicle.  We are currently working with the consumers insurance company as this is no longer a warranty claim and now is going through the consumers insurance company that also verified  and accepted liability and covering the cost of the repair minus the customers deductible.   This is an unfortunate situation and we are actively working to  complete the repairs.  PLease reach out to us if you have any further questions.  Thankyou 

• Initial Complaint

  05/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my Jeep Compass to Marty about a month ago for some repair work. I have taken my car there before. The service person was *** who help me, I inform *** that my Jeep is making a loud noise when it start going 20mph and I told him after I find that main issue, I need for them to let me know what it all need to get done additionally to pass inspection. After about a week and half of my Jeep being in the shop and me keep trying to get in touch with *** to verify the issue and he came back with a price over $2000 sta*** it need breaks and sway bar and additionally things to pass inspection but inform me the noise issue that I 1st reported is coming from breaks and sway bar and I agree to have it fix base on their findings per *** total of $1400 When I went to pick my Jeep paid the $1400 and drove off with it, I didn't even get off the lot and it was still making the same noise I was complaining about. Went back in inform *** they didn't fix nothing, they misdiagnose my issue and I need a refund ($1000 cash back). and I need for them to figure out the problem. (this is the 2nd shop my jeep been in and they both did the same thing, said it cost $1400 to fix and the issue and when i drive it making the same noise, last shop had to refund me part of my money also) *** road with me and heard the noise and was shock that the technician lied and said the jeep is not making any more noise. I patiently wai*** for *** to call me back but 3 weeks went by and no call. I called *** on 5/16/2022 inform *** he forgot about me, and had to refresh his memory about the situation. *** said he was going to call me back in 30mins and now its been 4 days and no call back and I think he forgot about me again. I really want you all to figure out what is the noise and let me know that what you found will fix the problem for certain so i can get my Jeep repaired and get it registered. Not sure what is taking so long.

  

  Business response

  06/13/2022

  Thank you for the opportunity to look into this consumers complaint.  After our internal investigation we have found some merit to this claims as we have not effectively communicated with this customer while there vehicle was in service.  We have also identified there is some on going issue with the vehicle while being serviced at another facility.   There is and internal problem in the drive train systems.  We have addressed with consumer and come to a a mutual agreement and discounted the repairs performed while in for service.  please feel free to reach out to us for any additional questions.  Thank you

• Initial Complaint

  04/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been getting the run around and I can't get it registered. The car has several recalls on it and they don't want to have to put out free labor to do the fixes. The check engine light comes on and it won't pass inspection. They have had my car since Wednesday and they wouldn't give me a rental or anything. PLUS, last time they fixed a recall they made me pay for the labor, which should have been free.

  Customer response

  04/25/2022

  I want to add information to my complaint. I have not had this car long enough to put wear and tear on it. I had to come out of pocket for labor on recall work on this vehicle. The vehicle recall issue has caused other problems that I should not have to be financially responsible for. They promised me a rental car but they have not reached out to me about it and when I call I get the runaround. On Friday the vehicle was in their possession for a repair and during a test drive it stopped working and they wanted me to pay for the tow back to their dealership when it was in their possession. I was told it had a leak but I was not aware of this. I don't know why they would test drive it if they knew it had a leak. They have sent me a bill for $10,000 for a car that has problems due to the recall issues. I feel like they are adding charges to make up for the free recall work that they did do. I cannot get the vehicle registered due to these serious problems that it is having. I looked this up on ****** and they did not tell me what was going on. They sold me this vehicle with all these recalls on it. If they do not want to offer me another car I want them to repair all of the recalls without any cost to me. Other repairs are related to recall issues and I should not have to pay for those either. I am now facing legal issues with the vehicle because I cannot get it registered due to the recall issues. 

  

  Business response

  04/25/2022

  Thank you for the opportunity to respond to this consumers complaint.   We have had the opportunity to review this customer concern and find this complaint has no merit.  This Vehicles was towed into us for malfunction indicator lamp that came on and the vehicles will not turn over (Start).  In addition to this there is an open manufacture recall for the Evaporative Emissions Canister (recall UB4) that can cause a problem with adding fuel to the Vehicle.  
  After diagnosis we have found failed Battery that would not allow the Vehicles to start and on further testing the Vehicle broke down on us as we were able to verify the transmission concerns as well as an internal oil pump issue.  Please note this customer declined looking into the oil pump code concern and several other safety and mechanical concerns when it was in on August 9, 2021. 
  All recalls have been completed based on the provisions set out by the manufacture (Chrysler) and there is currently no active warranty on the vehicle to cover any additional repairs as the Vehicle is 2014 with 201,143 miles on it. 
  The recalls performed are paid for by Chrysler directly to the dealership for both parts and labor.  We have verified the only out of pocket expense this customer has paid for has been for repairs not covered by a recall or a manufactures warranty.   
  We have completed the open UB4 Recall that is currently open on the vehicle and awaiting authorization and deposit for the needed repairs.
  Please reach out to us directly if you have any further questions.

• Initial Complaint

  04/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my vehicle into Marty Cancila Dodge because my drivers door external lock was malfunctioning. The dealer stated that the part I needed was not covered by my warranty, and they charged me 320.00 for the diagnosis. I first had an issue with paying for something I had diagnosed myself before I decided to take the truck in. In hopes that my warranty would cover what I needed, I took the truck in Wed. April 13th at 1130 that morning, and they called me at 6:00 pm that evening just to tell me I had a bad door handle that was not covered by my warranty. They also stated that I had a wiring issue that had nothing to do with the handle. When I picked my truck up from the dealer I noticed that my drivers side mirror was now malfunctioning. When I complained to ***** the service rep., he told me that I was the cause of my mirror malfunctioning. I stated to ***** that my mirror was working fine until they went into my door. He ( *****) told me that I had bare wires touching which was caused by work that I had done, and I stated to him that that was impossible, their was no way I had exposed wiring in my door, if so I would have had a bigger problem. He then stated again that it was my fault my mirror was malfunctioning, and that I decline to pay the 1200 to repair the handle and wiring . I expressed my frustration to ***** stating to him that I was not happy about picking up my vehicle not the way it was when I dropped it off. All ***** said was sorry. The fact that I left that dealership with a problem I didn’t have when I dropped my vehicle off is disheartening. And I feel it would only be fair for them to refund the money I paid for their diagnostic. I left that dealership with more problems I had before I dropped it off. Regards!

  

  Business response

  05/11/2022

  To Whom this may concern,

   

  We have had a opportunity to review this customers concern and have found no negligence on out parts.  This customer brought vehicle to our service center to diagnosis a condition.  Unfortunately the door handle was not covered along with the wiring harness that was modified and Stripped to add and aftermarket component.  Electrical systems are complex and can cause other components to operate incorrectly.  While we understand Vehicle repairs are expensive we provide a service to correct the conditions.  If a component is not covered by and extended warranty or manufactures warranty the cost of diagnosis and disassemble to find the cause and replace or repair components would be at the expense of the consumer.   We are very transparent in our finding and would welcome this consumer to scheduled and appointment to review our findings again and see if we can move forward with the Authorization of the repairs to correct this condition.   We will also attach a photo of the breached exposed wiring that could be causing the system issues.  If this consumer would like to schedule a time a time to meet with one of our Team members to review.  We will be more than willing to schedule a time to review.  In a gesture of goodwill we would  off a 15% discount towards the repairs to correct this specific condition if the consumer would like to move forward with the repairs after we reviewed our findings again.  Thankyou in advance for your time.  Please reach out to us if you have any further questions.   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. ↩