Complaints

This profile includes complaints for Ilderton Dodge-Chrysler-Jeep-Ram's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ilderton Dodge-Chrysler-Jeep-Ram

  701 S Main St High Point, NC 27260-7513

  
• 

  Ilderton Dodge-Chrysler-Jeep-Ram

  PO Box 350 High Point, NC 27261-0350

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We brought our car to Ilderton Dodge solely for recall work. There were no existing issues with the vehicle.We were told the recall service would be completed in one day.Instead, during the update performed by their technicians, the front control module failed, leaving the vehicle nonfunctional.The dealership admitted in writing that this is a known risk with updates, yet they still proceeded and failed to prevent or take responsibility for the damage.They have now had the vehicle for over two weeks with no clear resolution and are only offering to split the $447.28 cost of repairs.We are being asked to pay for damage they caused, while the vehicle was in their possession and under their care, during a service we did not even request, but were required to get due to a recall.The dealership claims the issue is due to the vehicles age, but that does not excuse the fact that the car was working perfectly until they touched it.This situation has caused financial harm, including loss of income and time, and weve been without the vehicle for weeks through no fault of our own.We have asked them to escalate the issue to someone with authority (e.g., service director, **, Dodge corporate), but theyre yet to take appropriate ownership.The dealership should cover 100% of the cost to repair the damage their service caused.We are requesting a full written acknowledgment that the failure occurred in their care and that we, the customers, are not responsible.

  Customer Answer

  Date: 04/08/2025

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

• Initial Complaint

  Date:01/30/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dealership want own up to and make right of my truck being damaged by their service technician. Started in April 2024. Four visits total. First to install 2 thermostats and housings. Second, tech assured he rechecked everything and nothing wrong with coolant system such as water pump and radiators. Only drained coolant fluid. Car overheats still. Sat in driveway because I could NOT drive it. Waited until funds were right to start again. Car towed to dealership November 2024. At that time service tech ***** finally did diagnosis (block and compression) test. Also realized thermostats were bad so re-installed new parts. Compression test showed no issue with radiator and water pump. Block test turned blue liquid yellow. All of this confirmed by ***** R in service. Gasket seal placed around cylinder 2 also during this visit. Overheating caused this new issue. Yet I was assured everything was fine. Two weeks later in December 2024 I had to tow the car back to Ilderton Dodge and same tech ***** recommended radiator and water pump. I no longer trusted this. ***** R in ****************** in sales sent numbers in favor for me a better truck. 12/31/24 I lost pay going there thinking I was signing a new deal and trading in my current car. ***** in finance was clueless about the numbers sent to me by Patience in Sales. ***** Ilderton did not talk with me but only offered $100 of $1700 repair fee. I took car 2nd opinion and after block test, was told blown head gasket. ***** offer initial deal if I increased my credit score 45 points. Advised ***** R in service of 2nd opinion and he confirmed he saw the same. Emailed *** and ***** Ilderton who has yet to offer any resolution. Both have my complaints yet ***** wants me to pay for transportation to come discuss the stuff in my emails face to face. I asked for **** service and still no resolve. I WANT MY CURRENT LOAN PAID OFF SINCE I CANT DRIVE IT AND WANT NEW OR USED TRUCK &0 DOWN PAYMENT AND MONTHLY PAYMENT COMFORTABLE FOR ME

  Customer Answer

  Date: 02/11/2025

  I have not heard from the business in response to my complaint.  ***** Ilderton's last email was that they care about the issue, yet did not respond to any of my messages about setting up a time to meet in person or via website. This company obviously doesn't care about the consumer and does not care that Ilderton's service technician lied and damaged a consumer's automobile during repair. No resolution has been sent by either team of management or owners.  I definitely would not recommend them anymore after this.

  
  

  

  Business Response

  Date: 04/02/2025

  Hi *******,

   

  Here are both responses we have submitted to the ****** so far.

   

  ****** Avila ******, PHR

  HR Administrator

  Phone: ************  

  Email:  ****************************************************************************************

  Click Here to Send Me Files Securely

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

  Join Our Team! Explore Exciting Career Opportunities at Ilderton.

  Customer Answer

  Date: 04/04/2025

   I am rejecting this response because:
  Management keeps missing the point concerning faulty parts, failure to identify faulty parts, not diagnosing but inspecting, not disclosing actual findings confirmed by co-worker, trying to switch things around and trying to suggest reasons for the neglect. ***** ***** acknowledges the initial June and November visits.  He left out the visit in August and December. The August visit is where the technician neglected to identify faulty parts and FAILED TO ADD proper sealants which caused the additional 2 visits and extra issues. ***** ***** does not know all details about each visit. You can tell by his statement "The work complete by Ilderton DCJR did not cause the vehicle to overheat as we only ***laced the thermostat" because more was done.  And by his statement "Historically,this model vehicle has been known to have gasket issues" makes me wonder why the service department did not inspect or diagnose all parts of the coolant system as I REQUESTED for the August visit. I had words with my service *** ****** when I found out proper diagnosing was not done during the August visit AS ASKED. ***** Ilderton also stated that all I wanted was the technician to look at the thermostats installed EACH VISIT.  If that was the case, they would not have kept my car over the weekend, would not have driven it, would not have checked the heater and AC and wouldn't have drained the coolant they said was too full and performed the other test later that year. I was told by another mechanic that if you turn the heat on while driving a vehicle that is overheating, it will pull heat away from the engine. Therefore, cooling the engine during the technician's 38-mile drive. 

  FIRST PROBLEM is the technician did NOT add any sealants after installing the initial thermostats and housings to secure tightness and prevent any other issues.

  SECOND ISSUE is with the August visit the technician did NOT properly inspect the thermostats as I was told he did because he would have found the faulty parts, causing avoidance of this issue.  

  ***** Ilderton lists each visit with missing information. I've already spoke about June and August. He tries to make it seem as if my November visit was just about ***lacing the faulty thermostats but failed to mention the new issue found were a code C2 cylinder on the diagnostic machine appeared. This is also the time the block test and compression test were performed per my invoice.  And why in the information provided did the tech state "surprisingly has passed the block test"?  As if he was thinking it should fail or maybe listing that instead of the actual findings that the blue liquid turning yellow. ***** *. the service *** confirmed this. I sent text conversations about it.   

  THIRD ISSUE ....WHY DO KEEP IGNORING THIS?  ***** Ilderton also mixed the months up on when the test was done UNLESS they failed to disclose what was done to the vehicle on the invoice he speaks of in December 2024.  I was not given that information on my invoice for December 2024. 

  I had to take the jeep back 2 weeks after picking it up in November 2024 for overheating issues again in December. They kept it for a month. At this time, I was told it was the radiator and water pump. But I don't see how that is possible being that the technician's compression test findings 2 weeks prior suggest they were good. I got my vehicle and took directly to another auto shop the same day for a 2nd opinion. This is where the guy performed the same block test with fluid that turned yellow as indicated in the pictures I sent. Dates and results are listed on the invoices provided SO IT IS HIGHLY PROBABLE THAT THE ENGINE INCURRED DAMAGES FROM ILDERTON SERVICE CENTER. 

  Lastly, THERMOSTATS were installed in June 2024 but nowhere it lists on the invoice that any sealant was added to prevent coolant leaks, reduction in circulation, air gaps, water pump stress and engine damage. However, it was added in the ***lacement of the thermostats in November 2024.  And since the pressure of cylinder 2 was low, that also indicates, worn piston rings, valve issue or A BLOWN HEAD GASKET.  THIS DEFINITLEY SPELLS NEGLECT, FAILURE TO DIAGNOSE PROPERLY DURING VISITS AFTER INSTALLATION (August, November, December) AND DAMAGING MY VEHICLE.

  As requested before, I need that car loan paid OFF to **************** since I can no longer drive the vehicle. I need compensation for down payment for another vehicle, I need the money paid for car payments made after not being able to drive and the "good faith" $953.62 money you are already willing to give back. 

• Initial Complaint

  Date:01/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I dropped my jeep off for four week at the dealership. I asked them to send pictures, that they normally take of the vehicle and they would not provide them. I told them that there was damage to my bumper where it looks like something penetrated it. The manager declined they did it. So I reached out to the owner, who initially stated he was out and would look into it when he returned to the office. I reached out again and yhey stopped responding and did not look into it any further, I reached out to *** and ***** Ilderton. This was sent on 11/21- my message would not all fit I don't think Jeep is bad brand but I do believe my Jeep is a lemon. If nothing else it is a bad Jeep. That is not my fault. As you can see from the service records, Ive encountered multiple issues. I do want to recognize that my experience with Ilderton has generally been positive, and the staff has been excellent with customer service. However, it is unacceptable that every time I bring my Jeep in, it comes back with additional damage. The damage to the bumper is especially troubling, and for the dealership to decline responsibility without properly verifying it is unfair. You had the Jeep for four weeksnot four days, not one week, but four weeks. Thats a significant amount of time, and to then decline the damage is unreasonable.

  Customer Answer

  Date: 01/14/2025

  I have not heard from the business in response to my complaint.

  
  

  

  Business Response

  Date: 02/07/2025

  Good afternoon,

   

  I am attempting to respond to the above referenced clain but am unsure of where to do so.

   

  We would like to send the customer a $200 check for them to repair their bumper or have them bring in the vehicle and our vendor will repair at no cost to the customer.

   

  ****** Avila ******, PHR

  HR Administrator

  Phone: ************  

  Email:  ****************************************************************************************

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

  Join Our Team! Explore Exciting Career Opportunities at Ilderton.

  Customer Answer

  Date: 02/12/2025

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

• Initial Complaint

  Date:04/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 05/05/2023

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