ComplaintsforLees Summit Dodge Chrysler Jeep

• Initial Complaint

  01/22/2024

  Complaint Type:

  Billing Issues

  Status:

  BBB unable to locate business

  More info

  Wrote taxes and license fees into my lease contract without telling me. I have never had to pay these fees in a lease before. US Bank blind sided me with these fees. The whole point of leasing for me was was to avoid these fees. I was deceived and am pretty unhappy about the way these crooks did it.

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 22-30th Paid $357.81 Took my vehicle in due to brake issues and a rim getting hot on the back driver side. When they finally fixed my vehicle after having it for 10 days we were told everything checked out and the vehicle was in working order. However they did not replace the brake pad, and instead tampered with the safety device on it. I told them the brake pad needed to be changed because it was on the squeaker and they instead removed the squeaker and left the old brake pad on the vehicle.

  Business response

  07/13/2023

  When the 2016 Jeep Grand Cherokee was dropped off, the customer stated: Driver rear tire/wheel gets hot after driving and it smells like something burning.  Husband just changed brakes.
  
  Technician found brake line collapsed which caused brake caliper to be clamped/compressed on the rotor which would be making all of the metal parts involved get extremely hot. Technician gave advisor notes/quotes for parts and labor to replace brake line, bleed the system, and perform a brake fluid service with new brake fluid.  Also made notes that the compressed caliper would’ve accelerated wear on the new pads and rotor and suggested replacing those. 
  
  Advisor shared all of the info and gave bid/quotes for all work to customer and agreement was made to perform repair of replacing brake line and installing all new brake fluid only.  The advisor understood customer was declining new pads or rotor charges. 
  
  There was going to be at least a weeklong delay in getting an OEM brake line and customer gave the ok to get an aftermarket one if that would be faster.  Our what parts department picked up the aftermarket parts.  Caliper performed properly after repair was made and technician drove vehicle to confirm operation and verify it wasn’t creating heat anymore.  Customer picked up vehicle and then brought it back in same day and emphatically stated the “squeaker” was cut off by the technician and there wasn’t a new brake pad.  Service advisor tried to talk with customer about perceived mis-communication on the pads and try to work something out but customer kept stating “squeaker” was cut off.  Customer did not seem willing to discuss this situation in a constructive manner.  Customer left abruptly without confirming whether he wanted to address or install brake pads at this time. 
  
  We did see pictures that were sent by email by customer that show the tip of the “squeaker” (brake wear indicator) was broken off.  Confirmed with technician that the wear indicator was not removed or cut off (not something that would ever be done for any reason) during the repair as the caliper had not been removed since pad/rotor was not replaced.  The brake line attaches in a completely different location that is not close to the wear indicator.  Explained this to customer in reply to email and also stated with the extreme heat that was caused by a completely closed/compressed caliper that the heat of that makes metal very brittle.  The wear indicator would have been fully pressed on the rotor when driving and the tip may have snapped off under those extreme conditions.
  
  Customer stated she wanted money spent on the repair refunded because she believes we “cut off the squeaker”.  I again explained that was not the case, and said request for refund was not reasonable since we only charged for repairs that were done.  We also re-explained that those repairs needed to be done for brake caliper to operate correctly.  I stated I would’ve been happy to try and work out something on the brake pad mis-communication had they been willing to calmly discuss the situation on the husband's previous visit. We were told that husband already replaced the pads and only wants FULL refund.  She then began to berate my service manager over the phone.  I interrupted that exchange and ended the call.
  

  Customer response

  07/13/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ******* ******

  The general manager is giving a different story than the mechanic did in the beginning. 
  

  There’s too many people involved stating what did or didn’t happen. 
  

  When we initially asked about the squeaker being removed we were told the mechanic never touched the brake pads. Which seems odd considering we took it in for a brake issue. 
  

  We asked for a working, safe vehicle when we returned to us and we got a brake line changed with worn out pads and a removed squeaker. Where was the final walk through done by the dealership to guarantee our vehicle would work safely? If we wouldn’t have caught the brake pad issue from the beginning an accident could have happened or my vehicle could have caught fire. 

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We contacted the Lee's Summit Dodge and Chrysler dealership back in March regarding a windshield replacement that is under warranty, after having to prove this was covered under warranty they agreed it was under the warranty, told us they would have the windshield in back in April, never heard anything took many attempts to get an answer that it would then be in May 25th, still never heard from them again after many attempts to find out where the windshield was they then said June 1st, that date came and never reached out to us and we have tried many times and they will not respond to us, I called the Jeep corporation to file a complaint and its been 2 weeks, talked with an April with Jeep corp and she is the case manager for this case and now she wont respond to my calls, my case # with them is ********, it should not take over 3 months to get a windshield replaced, I have had this jeep for less than 2 weeks and brand new when we bought and had an issue with them with it over heating and took 2 months and a lot of fighting to get fixed. I am leaving for vacation and I WANT IT FIXED NOW!!! If I have to get an attorney involved or even report them to local news stations I will

  Business response

  06/18/2023

  Our service manager, ******* ****** was contacted by ********** ******** **** regarding ***** ******* concern.  The advisor that spoke to Ms. ***** in March had notes from her visit, but had not yet updated our records.  The glass has been ordered and this will be handled as a goodwill claim for the customer.
  
  Thank you

  Customer response

  06/20/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* **** ****** ******** *******
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

  However this should have never came to me calling the Cooperation (which they couldn't even get a response from Lee's Summit Dodge,Jeep) and it should of never came to me contacting the BBB. People have a job and they need to do it appropriately, the customer service was terrible, It is fixed now however this will be the very last time I attend this dealership for service or buying any vehicle and I will certainly not recommend them.  If they can't communicate appropriately then they don't need my business or referral.  

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

• Initial Complaint

  02/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2019 Ram Limited 1500 from this business in July 2018 with the extended warranty of *** *** *** covering all issues with truck for life. This truck has been in the shop for multiple items regarding software updates, console iPad replacement, suspensions issues, along with regular maintenance of oil changes. The complaint is in regards to service received on the truck in the past year. In April 2022 I brought the truck in for an air suspension and exhaust manifold leak. Due to the company's inability to get parts I was required to drive truck for 6 months with exhaust fumes entering truck cab while in idle and no suspension. On October 5, 2022 I was told that the parts had arrived and truck was taken to shop. The dealership did provide a rental vehicle however a couple days turned into weeks and then months with no contact or excuses on why the truck was not fixed. On January 20, 2023 I was finally informed that my truck was repaired and that rental was to be returned. Arrived at dealership to be told exhaust still not fixed due to part shortage but air suspension was. Took truck home and within the day air suspension is not right, throwing codes and could not pull trailer. Contacted dealership right away with phone call and texts. On January 23, 2023 finally got a response that they could not fix air suspension or replace with actual working suspension and that Corp would need to get involved. On February 12, 2023 I took a trip to ****** and could not make it past ******** ***** ** before I heard a loud air pop from back of truck. The truck had lost all suspension on front. It was very difficult to keep truck on road in order to even make it to Dodge dealership of ***** ******* ***. Upon inspection the dealership found multiple issues the Lee Summit service department had overlooked. First airline for air bags was not tied properly causing line to land on exhaust. After no longer getting contact with Dodge I am submitting this complaint.

  Business response

  03/13/2023

  The vehicle is noted as having an aftermarket (not factory installed) ********* hitch .  This does not allow the wiring to be installed in the original position from the factory.  Without inspecting the vehicle, we can not make any determination as to the cause or refute the customers' account of any diagnosis and/or repairs performed by another dealership.
  We would need to inspect the vehicle to determine next steps.
  Please have the customer reach out to ******* *****, service manager, or **** *******, fixed operations director.
  Thank you

  Customer response

  03/13/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  Complaint: ********
  I am rejecting this response because: when I purchased this truck from Lee Summit Dodge the hitch they claim as aftermarket was already installed and was in no way disclosed that piece was aftermarket at the time of purchase.  Secondly if this hitch was such an issue why is this the first time I’m even hearing that this is the issue for why it can’t be fixed. When they have tried to fix it for 4 months. Also, in regards to needing to inspect the truck the dealership had the truck for over 4 months to inspect and repair the work done by their technician from October to February and the dealership has in no way contacted me to even look at the truck even after reaching out numerous times. I have even paid for the exhaust manifold to be fixed and it hasn’t even been touched since parts still have not been received per my last conversation in February.  Regards,
  *** *****

• Initial Complaint

  11/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I brought my vehicle into the dealer on June 15, 2022. I was told that the rear camera was needing to be replaced and a new one was ordered with an expected arrival date 3 to 4 weeks out. After not hearing from the dealer by “October,” I called asking for an update. They stated there was a mix up of some kind and needed to order the camera again which would arrive by Oct 28, 2022. On Oct 28th I brought the vehicle back to have the new camera installed. After installing the new camera the dealer told me that the new camera appears to also be defective and that I would have to wait for again for a second new rear camera to be ordered. The dealer then tried to charge me for the installation of the defective camera. When I refused to pay for a defective device, the dealer stated that they would keep the ticket open until the second camera arrived, and after that camera is installed then I would be allowed to pay. I agreed to those terms. It is now Nov 25, 2022 and I have not heard from the dealer.

  Business response

  12/07/2022

  We have an appointment scheduled for the customer on Saturday, December 10, 2022 to install the back -up camera.
  
  Thank you

  Customer response

  12/10/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  Complaint: ********
  I am rejecting this response because: The dealer still could not fix the rear camera and is asking me to reschedule for a 4th time. I asked the technician on the phone if they could let me know if another dealer could help me. The tech named off a few other dealers in the area for me to reach out to myself. If I remain doing business with this dealer after this experience, I will need a discount for the near 4 months of contact with them about the same issue and it still has not been resolved.
  Regards,
  ****** ***********

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle with an extended warranty from the dealership in 2021. I decided to sell that vehicle and recoup the balance of the extended warranty. I made several attempts to contact the dealership via telephone and email. Eventually someone sent me the forms needed to recoup the warranty balance. I submitted the paperwork on June 9th, 2022. I have subsequently left messages and sent numerous emails in reference to the refund and have received no response. I did everything ***** ***** told me to do to complete the transaction. I want the remainder of the monies refunded effective June 9, 2022.

  Business response

  09/08/2022

  Attached is the check for the cancellation on Mr. ********* service contract.  Please note that ***** ***** is no longer employed with Lee's Summit Dodge.  I apologize for the delay and missed communication, as we do not have access to Mr. ******* email account to research further.
  
  Thank you
  **** ********

• Initial Complaint

  01/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was forced to get a service contract and gap I didn’t want and canceled it in November they said 4-6 weeks and I still have not received a check.

  Business response

  01/27/2022

  Mr.  ***** came in to cancel his service contract back in early to mid November.  Our general manager tried to call him as a follow up to verify what the issue was since he had just purchased his new vehicle a few weeks earlier.  He answered and was brief because he said he was busy working.  Our GM asked him to call me back when he had 3 mins to talk so we could verify if it was just the service contract or GAP as well.  He never called me back.  Our GM has tried to call since then but can’t leave him messages because his voicemail is full. 
  
  The GM asked one of our Finance Managers, ***** ********, to keep following up as well.  Mr. ******** said that he and Mr. ***** talked and everything was handled.  Since there seems to still be an issue, and since Mr. ***** has not called our GM back, we will handle this based on our current knowledge.  Mr. ***** has responded previously via email, but his messages are angry and full of curse words. 

   

  Please note, Mr. ********, our Finance Manager, has been out for a month due to a Medical Emergency.  We have taken the steps to cancel everything and send the funds to the Lien holder to diminish Mr. ******* principle balance. Hopefully this resolves any issues.  We have attached a copy of the refund check that has been processed and sent to the lienholder, ******* ***** ****.

   

  Thank you.

  Customer response

  01/28/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:this issue is being submitted to the *** for arbitration. Yes my emails were full of curse words (after) I tried ignoring them for holding me hostage in the finance center, tried avoiding the person forcing the contracts on me and had physically came in to cancel without cursing. I pay my phone bill and have a right to accept or refuse any calls. I am a black man who does not have white privelage and a dealership wanting to force the sale of a gap and service contract on me while dealing with my own family dying from and during Covid times is not a call I have to accept. The dealership trying to place blame on me after I had already made it clear to cancel shows their true motives and intentions. 
  
  Regards,
  
  ****** *****

*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. ↩