ComplaintsforJohn Hiester Chrysler Dodge Jeep Ram of Lillington

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a customer of this location for at least 10 years. They have been servicing my car. I took my car to this location in Oct of 2022 and they said I needed a head cover gasket in which I allowed them to replace at the cost of $3800. In the year of 2023 I took my car back several times because I was experiencing the same issue. I spoke to the service **** manager and he told me that sometime whenever you replace one thing you may have to replace others and the work was guaranteed. I spent another almost if not $2000 in 2024 for a new radiator, a thermostat and other parts. I was tired of spending money and my car is still not fixed. So I had a detailed conversation with ** again in which he again guaranteed they are fixing the issues. I decided in Dec 2023 to take my car somewhere else to get a diagnoses. I took it to Fuquay Tire and Automotive and they told me that it was my head gasket. I took my car back to *********************** and let them know that I don't think they ever fixed my car at all. Then they tried to say it was my fault because I allowed another shop to replace a part and not them. They offer to replace my motor to the tune of $12K and I wanted my money back for the job that they did with the head gasket because to my notion since 2023 I have not had full access to driving my car. I tried to contact *********************** to discuss this issue but he never would return my call. Others have complained about the service they have gotten from this service **** without resolution. I am without a vehicle now and I think I deserve some of my money back. It is a shame how they take the publics money and have we have no recourse if their service doesn't work and they do not guarantee as they state it. I have all of my receipts except for maybe one. I cant upload at this time but will make them readily available upon request.

  

  Business response

  06/18/2024

  
  Good morning. ********************* was in our service department in 2022 and we did a head gasket job.  When doing the head gasket, we noticed that the water pump was also leaking and that it needed to be replaced.  ********************* said she did not want us to replace it.  This is more than likely what caused the head gasket to be needed to be replaced.  She said someone else had replaced it and that she wanted them to fix it.  When she brought it back again, the head gasket was bad again and the water pump was leaking.  Because the engine was running hot again in our professional opinion at this point it would be only a short-term fix to replace the head gasket again and that is why we recommended replacing the engine at this point.  It has been run hot too many times. The dealership should not be held responsible to the engine running hot when we recommended work that will cause the engine to run hot and she declined to have the work done. Please let us know if you need any more information.

  Thanks! 

  
  

• Initial Complaint

  12/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I provided a down-payment of $500.00 to hold a vehicle that I was considering purchasing. At the time I made the down-payment both the saleman and the finance person ensured that if I decided to not purchase, that my down-payment would be refunded. A few days after this transaction, I notified the salesman that I was no longer interested and asked for a refund. This was on October 31 ****, the refund has not been processed, i have placed several calls and there has been no rwsponse.

  

  Business response

  12/18/2023

  Not sure how this was not taken care of immediately. Our accounting department will be refunding your credit card deposit today. Please let us know if you have any others concerns. If so you can reach our General Manager *********************** at ************. Thank you! 

• Initial Complaint

  07/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I traded and sold this vehicle in March of 2020 and filed a cancelation of the original factory warranty purchased through Heister. FCA - Chrysler indicated they sent a credit of around $660 that is due to me. I have made many attempts to receive this refund as it is long past due to me. FCA case * ******** 2016 Jeep Grand Cherokee Summit I resubmitted the cancelation to ***** on 8/21/21 I can provide the original email. They indication I would receive my check from the dealership in approximately 90 days. It has been more than 90 days...

  

  Business response

  07/27/2022

  RE: Complaint ID ********

  To Whom It May Concern:

  ****** ********** subject "warranty" was a CERTIFIED MAXCARE POLICY directly through CHRYSLER Corp, not John Hiester Chrysler Dodge Jeep.  This policy is administered by Chrysler. 
  

   See attached document for cancelation information.  The warranty was cancelled as requested on April 29 202-- (attached).  

  The customer did not sale or trade this vehicle back to our dealership.  Instead, it was a dealership in a different State. In order to try and assist him today -- we intitated a CHAT (attached) with Chrysler's warranty division.  Per the chat, the customer was not due a refund as "it was prorated minus paid claims comes (resulting) out to a negative refund to customer".  Meaning the customer was due $0 in refund.  

  Attached you will see the CHAT and the WARRANTY CANCEL DATE AND $0 REFUND.

  Also of note -- the provided "Chrysler case number" was not in reference to any type of warranty it was referencing ordering a new vehicle from Chyrsler.

  We are happy to assist in any way.
  

  CC: ************************************** **************************** ****************************** *******************************   

  Customer response

  07/27/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  I will request the information directly from Chrysler. I didn’t make up this number up it was provided to me by FCA. 
  Sincerely,
  
  ****** ********

  

  Business response

  07/28/2022

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

  I completely understand and if they told you have a refund I would expect you to get it.  Unfortunately we do not make the amount of the refunds up at the dealership.  It is done thru ******  Please call them.  I am sure you have there phone number.  If for some reason you do not, it is **************.  We only work as a facilitator and ***** gives us the warranty cancellation amount.  We did call again yesterday and ***** is the one that said there was no refund due.  Unfortunatley our hands our tied.  If you get a different response can you please have them email to you and forward it to me.  My email is *****************************.  Please let me know if there is anything else we can do. 

  Customer response

  07/28/2022

  
  Complaint: ********
  
  I am rejecting this response because: As I stated yesterday I will get the documentation from ***** as soon as I can. I am in meetings all morning but will follow-up again. There is nothing due now likely because you received the credit from ***** in sometime in October/November and didnt issue it to me. Please do not respond again until I get in touch with ****** Stay tuned. 
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I. Brought by 2017 Ram Power Wagon in for service for my transmission that was slipping the first week of November 2021. They didn't have any loaners for 3.5wks and was told that even though I need a new transmission that I could drive it. I declined and opted for service. They had my truck til December 17th after they "fixed" the problem only to have my truck stop working and the transmission drop on December 20th and it had to get towed to the dealer. I was told that their expert fixed the problem and that was obviously not the case seeing how quick it stopped working and was actually made worse than it was when it was originally brought in for service. It has been there since and have been constantly told that the new transmission is coming every week and now it's new arrival date changed yesterday to 30 March and it will probably get pushed to the right like it has every week since it was dropped off. The dealer claims they are doing everything but all they do is change my loaner vehicle. I have been overly patient with this but the fact that it has taken this long with no end in sight to fix the issue, my truck that I am paying for just sits there. I'm restricted to NC due to the loaners not allowed to leave the state and I've informed them that i have a paid vacation April 7-10 in Florida that is too late to cancel and they claimed they would provide a rental but i do not trust the dealer after all this. The dealer has no problem in trying to purchase my truck from me and it seems that is there goal instead of just fixing my truck and that hardship that goes along with it being out of commission since November 2021 is just unacceptable. Customers deserve far better treatment than this.

  

  Business response

  03/24/2022

  Business Response /* (1000, 5, 2022/03/15) */ I completely understand Mr. ********* frustation and he has been more than patient. I have personally reached out to Stellantis parts and service representative to get the new transmission expidited as quickly as possible. We have been trying our hardest to get one for Mr. *******. I do understand why Mr. ******* would feel the way he does and we do want to get it fixed as quickly as possible.... Hopefully we will have this resolved quickly. Currently the new transmission does have an eta of March 30, 2021.

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