ComplaintsforIlderton Dodge-Chrysler-Jeep-Ram

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Illderton dodge received my truck to work on as a warranty by dodge. I had a rv hitch on the truck when it was dropped off Dec 26 2023 and when I received my vehicle back in March the hitch was missing. I have tried many times to work with them on finding it but to no resolution. I am ignored, told someone will call you back and never get a call and am accused of coming and taking it off myself. I only want my property back that went missing while in their possession.

  

  Business response

  05/02/2023

  We have reached out to the customer and have agreed to send the replacement cost of the hitch to resolve this complaint    

  Customer response

  05/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1/27/22, I executed a vehicle trade agreement with Ilderton; traded in a 2019 Jeep Wrangler for a 2022 Jeep Wrangler. Ilderton agreed to payoff the existing lease on the 19 Jeep Wrangler through ** ****. 2/14/22 I noticed that the auto-payment for the 19 Wrangler was deducted from my checking account by ** ****. I assumed that there might just be a delay in processing the payoff. 2/28/22, I checked the ** **** website and noticed that they account was still open and active. I called ** **** to inquire and was informed that a check had been received but not yet been credited to my account. ** **** stated that there were "missing documents" and that there was a "discrepancy" in the payoff amount. I asked for more detail and the agent was unable to provide. The agent promised to follow-up on my questions and return my call with more information. 3/1/22: No return call, so called again - the agent I spoke with was unable to provide specific details. Again, the agent promised to follow-up on my behalf and return my call with more information. 3/9/22: I had still not received any follow-up communication. I called ** **** again. I spoke with 4 employees - none of whom could tell me what was preventing ** **** from applying the check that had been received to pay off my account. I was advised that I needed to continue making payments on the lease - the next payment due on 3/12. I was further advised that the dealership needed to call ** **** to be told what the outstanding issues were. On 3/10/22 I contacted Ilderton Dodge - who assured me that everything had been submitted appropriately - but that he had then resubmitted all of the requirement paperwork by fax to ** ****. On 3/15/22 I contacted ** **** to determine if the account had been closed. I was informed that there were still issues with "missing paperwork" and a "discrepancy" in the payoff and that the dealer needed to contact ** **** for more information. I left another voicemail with Ilderton - no response yet.

  

  Business response

  03/24/2022

  Based on information provided by the customer,  the lender who had the customers payoff did receive the payoff check in a timely manner and held the funds due to internal forms they wanted that differed from the standard forms we send for every transaction. We have since sent these forms and have called the lender to ask them to close the account for the customer and release the title.  Any additional payments received by the lender will be refunded due to payoff decreasing and the payoff agreement at time of sale being higher.  Any help we can provide to the customer we will make every effort to support.    

• Initial Complaint

  12/17/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 9-22-21 I took my Jeep to Ilderton Jeep and asked if they could improve the stiff power steering on my Jeep Grand Cherokee and they said they could. They replaced the power steering pump and then the rack and pinion steering, after spending just short of $3,000 I picked up my jeep only to discover it was not improved any better than when I brought it to them. I asked for a refund and they refused. I also called the owner and left messages to call me numerous times attempting to discuss this issue with him. However he never returned my calls since picking up vehicle, i brought it to another Jeep dealer in my area. after speaking with Service manager and sharing my experience with Ilderton Jeep , He took it for a test drive , as the stiff steering had not improved since I brought it to Ilderton Jeep. After test driving it, he told me, had I brought it to him with my stiff steering problem he would have told me not to waste my money trying to improve the ease of steering, because he could not make it any easier to steer.. he said the steering was made the way it is on my jeep and could not be improved. I've not been able to share this with the owner of Ilderton Jeep, because he still has not returned my calls. It has been about 2 months since they worked on it and I've still not heard from the owner. I have filed a dispute with VISA for my Ilderton JEEP charges of nearly $3,000 and have received a temporary credit on my account pending the result of their investigation.

  

  Business response

  12/23/2021

  Per the first repair order submitted by customer on 09/22/2021   customers concern was tight steering and per tech findings found burnt fluid in steering pump.  Replaced the pump and replaced fluid and binding issue was fixed.   customer was informed per r.o  that if steering stiffness returns then replacing power steering rack would be next step .  Customer was given quote for work to replace rack and pinion steering and returned 10/26/21 to have this work completed.   Work was completed and vehicle is operating to factory specifications for steering.   Customer has supplied all invoices that show completed work and comments about each step verifying this information    

   

• Initial Complaint

  08/12/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchased a Mini Van from Ilderton. The van was advertised that it included a navigation system. The van did not have a navigation installed. I contacted dealership and they told me to come up to the store so they could show me how to pull up the navigation system. Once I arrived the service department told me that the car does not have navigation installed. The sales manager then told me to go to the Honda dealership to see if they could pull it up. I went to the Honda dealership and they again told me that there was no navigation on this vehicle. Upon going back to Ilderton they told me that would order a navigation system for them to install. I have called multiple times since then only to get the run around. They continue to tell me that they will be back in contact with me and then never call back. I am requesting for a navigation system to be installed as advertised. If they cannot install, the van needs to be returned as it was bought under false advertising.

  

  Business response

  08/17/2021

  We have contacted the customer and made arrangements for a solution to this concern    

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