ComplaintsforTeam Chrysler Dodge Jeep Ram of Morganton

• Initial Complaint

  07/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Dealership has billboards advertising oil changes for $9.99. No where on the sign are any restrictions listed. When I drove to the dealership to check it out I was told it applied only to Chrysler Jeep models. When I asked why that wasn't on the Billboard too, the salesman shrugged his shoulders and smiled. As I was leaving I noticed 2 more signs at the road advertising the same deal and no mention of only Chrysler products on it.

  Business response

  08/12/2024

  Thank you for reaching out to us. We appreciate the opportunity to clarify the details of our recent promotions. Our team in Morganton has spoken with you about the $9.99 oil change offer and the billboard regarding Top-Off Fluids. We're glad to hear that you now have a better understanding of these promotions.  We look forward to welcoming ************ back to our service center for any future needs.

  Customer response

  08/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  09/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A few months ago I hit a deer and my car was sent to CDJR for a diagnostic. A tech failed to ensure to hood of the car was latched and when he went to test drive it, the hood flew up into the windshield and shattered it and slammed back down onto the engine. I was completely unaware of this until today. My insurance company called me and asked if Id heard anything from CDJR because no one had updated the notes on the case. I called CJDR and asked them what was going on, they revealed they havent been able to run a diagnostic on my car yet because there was some minor damage done to the hood but it was no big deal and they were going to replace the hood and continue on. I get to the dealership and look at my car. I notice the windshield had been completely replaced with a new one. I had no prior knowledge of this nor did I authorize it. When I pointed it out, they lied and said the windshield had not been replaced. I noted that my original windshield had a jeep Easter egg detail on the bottom of a wrangler climbing a mountain and this windshield did not. Also, the interior of my car was covered in shattered glass. The service manager, ***************************, came out to speak to me and was one of the rudest people in management I have ever encountered.When I asked him if the replacement windshield was OEM, he claimed he didnt know. I told him it needed to be and he said look, were helping you out here by repairing it on our own dime. Youre not paying for the damage here. . When I didnt even do the damage. He then told me the original windshield wasnt shattered, it was just bent inward. I asked him why there was shattered glass all over the car and he briefly insinuated that the car came like that. When I told him I had just had it cleaned before relinquishing it to progressives tow company, he said he personally didnt see the interior so he has no knowledge of any glass covering the floors and the cuts in the leather-like material of the dash from the glass impacting it. I asked him if he had access to a dollar amount of damages done to my car by the tech and he refused to tell me. He said he did have access but he didnt know off the top of his head and that he wasnt willing to go retrieve that information for me. I asked if he could print off an itemized list of parts they needed to replace and how much they were going to cost, and to also print off the notes on what exactly happened that day since no one would give me a straight story. He said I could. But not today. When asked why he couldnt print them off he said I dont have time to do that for you. Im too busy and have things to do.

  Business response

  09/22/2023

  We have spoken with *************** and was able to actually get her to trade in that vehicle to ** and buy a new vehicle from us last month.  With the help of the Morganton sales team we got here right and happy. 

• Initial Complaint

  05/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We purchased a brand new 2023 Jeep Compass on 4/15/2023. On 4/22/2023 we were out of state and car jerked and the auxiliary power alert, service Transmission warning and check engine light appeared. We left the car in the nearest Jeep dealership service shop 4/24/2023-4/29/2023. It was NOT fixed and had even more warning codes including service power steering, however, we had to come home from out of state. On the drive home multiple electronic issues continued. On 5/1/2023 we left it at the dealership where we bought it from to continue the servicing. They said they were not servicing the transmission or acknowledging the initial warning it gave and only servicing the power steering module. I waited for over 2 hours for a rental vehicle because they were continuing to tell me that I had to pay up front for one and I was refusing because it was going to have to be rented indefinitely due to them not having an estimated time of completion. This is the 3rd week of the brand new car being in maintenance and we still have no estimated time of repairs being completed! After speaking with Attorney General ********************* office and Chrysler Capital(bank which financed the jeep) we were advised to request and unwind or buy back seeing that it is less than 30 days from purchase and I did that today but was told by the general manager T.J., I can buy it back but it wont be for the price I sold it to you for. Meaning he would buy it back at a used car rate! I have filed a complaint with Chrysler because they told me today 5/10/23 that the dealership should buy the vehicle back and if they gave me run around(which is all Ive been given so far) to call them back and file the complaint. Im also filing here because this is unacceptable and bo

  Business response

  05/11/2023

  Thank you for bringing this to our attention. I can confirm that our customer, who visited our dealership yesterday, has been informed of the diagnosis of their vehicle's problem and is currently utilizing a rental vehicle until the repair is completed. However, due to the current back order status of the necessary parts, the repair may take some time. 
  
  
  During their visit, our General Sales Manager TJ provided the customer with detailed information on their options, including the option to purchase the vehicle back, which would have resulted in it being considered a used vehicle. After careful consideration, it was determined that the best course of action for the customer was for ** to repair the vehicle back to its original factory standards and return it to them as soon as possible.
  
  
  We take pride in providing our customers with exceptional service and are committed to resolving any issues in a timely and efficient manner. Please rest assured that we are doing everything in our power to get the necessary parts and complete the repair as quickly as possible.

  Customer response

  05/12/2023

   
  I am rejecting this response because:
  The current work order clearly states the problem cannot be corrected and it has nothing about fixing the original service transmission issue (picture attached). It also has nothing stating they will be fixing the service start/stop feature (picture attached) They said they can not fix the transmission because it is not an active code however the vehicle is BRAND NEW so it should not have any issues whether active or not! ** did not discuss any options besides buying it at a used car price(no price details) which is horrible business practice seeing that they sold it to ** as new and it has now (as of end of day today been out of service for 20 days out of the 27 we have owned it. Chrysler Capital advised ** to request an unwind from the dealership since it was in maintenance failure within 7 days of purchase however, this dealership is refusing and instead says they will only pay used car price. 

  Business response

  05/19/2023

  We apologize for the power steering module failure you experienced, causing error codes and electrical issues. Our priority is fixing the main concern before addressing other problems. Parts availability depends on **********, who are working on backorders. Once the part arrives and the power supply is repaired, we'll ensure the vehicle functions correctly. You may have a loaner vehicle based on availability. For buyback, contact ************************ for arbitration. Our dealership's focus is on repairing the vehicle. Thank you for your understanding.

• Initial Complaint

  01/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had to resign MULTIPLE times due to the ineptitude of the finance team. The manager blamed "a salesman who had no business dealing with the finance side of things." On one occasion, I looked closely at the paperwork & the allotted miles had been changed as well as the cost per mile for overages. We've been told multiple lies, documented with ************************* I was told that our loans had been paid off & that they had transaction #s to prove it. The bank denied the loans had been paid, so I asked for the #s. They became very defensive & accused me of questioning them. My 72-year-old mom had a payment withdrawn for a car she had sold to the dealership weeks prior because they failed to pay off the loan.I was promised a $100 referral check which would be mailed out the following week. That was on 11/18/22. I have not received it (as of 1/24/23).I was given an IOU for window tint, as the vehicle advertised had tinted windows but the actual car did not. I was told this would be taken care of efficiently & that someone would come to me to tint the windows. 67 days & multiple attempts on my part later, it's not done.We were pressured to complete reviews w/Chrysler before the deals were complete. They would not stop until we filled out the surveys. Now we know why!I got emails from the service department about the Jeep I traded in. I later learned I wasn't meant to receive the emails, where there were statements made about repairs being needed to the car, with photos included, that were NOT of the Jeep I traded in. This was SUPER shady & no one could explain to me what was going on.I was assured for 7 weeks that our tags were legal & that everything was in order for both new cars. A letter from the *** warning of revocation said otherwise. For days, both my ******* worked with a *** agent to get the situation handled but the dealership would not cooperate. They also lied to us about being at the *** office in person, as verified by the *** agent.

  Business response

  02/16/2023

  The General Sales Manager spoke with **** and agreed to a resolution with her requests. 

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a kia ******* at the end of November and my first payment is due jan 28 but before I had the vehicle ****************************************************************** morganton told me it was covered under kia ******** well on my way home I got stranded with my 5 month old and car quit with 76 k miles on it so no I have nothing to drive but am still required to make payment

  Business response

  02/16/2023

  ****** is working with *** to resolve all warranty issues. 

• Initial Complaint

  12/20/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  So you say we're lying but **** legit lied to my dad and girlfriend about 28k so that's one deal slash lie that **** told I guess so he wouldn't get on trouble or to pocket extra money either way it was a complete lie period. You say you paid the car off but yet paperwork says you only gave 18k for it knowing she wouldn't sign anything if **** didn't give her the exact amount she owed on it because she plainly told the sales woman that so there's another lie Paper work was not laid on in front of us seeing how **** kept us there all night for our son to get very fussy and cranky so there's another lie Let's get started on all the extra charges on my paper work I didn't ask for warranty so why is it on there. Also is my check really actually coming because everyone on ******** says **** lie about sending the check and for the people willing to pay the warranty you make them pay out of pocket for I guess it puts extra money in yalls pocket because there's 2 different zurich things on there that I sure didn't ask for I need proof they've been canceled by the way. Instead of lying your way out of this please take accountability for what yall actually did because I have multiple and I mean multiple people saying yall done them the same exact way and it's pretty sad when you have a worker saying yall done a number on me and he wished he would've stopped me before I signed anything to let me know how yall do Also if yall didn't do anything wrong at all then why make me sign a cooling off agreement oh wait because yall know yall screwed me over

  Business response

  12/20/2022

  I have reviewed the attached photos. I can see the numbers laid out for what you were getting for a trade and the payoff amount which was made by us. There was a balance that was rolled over to the current loan. The  ****** VSC was cancelled and the amount was applied to the principal balance on the new loan. The Zurich Shield is a paint protectant added to all vehicles new and used, and is not cancellable. We have covered these concerns with you and ******* multiple times.

  Customer response

  12/21/2022

   
  I am rejecting this response because: it's always some excuse full of lies and not all of my statements was answered which shows yall know yall done us crappy 
  
  

• Initial Complaint

  08/19/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 7/9 we traded a 2006 GMC Yukon for a 2018 GMC Denali and with 5k down payment. On 7/11 the check engine light came on and we called Mr. **** at the dealership to report the issue. Mr. **** stated that we needed to bring the vehicle back to the dealership so that their service department could take a look at the vehicle to diagnose the problem. We stated to him that this would be a 2 hour drive for us and ask if we could take it to a dealership here in ***********. We also explained to him that we had our mechanic to take a look at it and he read the code and stated that it the throttle actuator. We took a picture of the problem and on 7/12 we got a call from the Service Manager-**** telling us that we would need to bring the vehicle to their dealership. On 7/14 I drove the 2 hours back to Morganton on 7/12, taking time off from work and adding miles to the vehicle, which they did not seem to be concern at all that I had to do this. The service department stated that they did not have the equipment to work on the car that we would need to take it to the Salisbury dealership. Once again I explained to them that I would have to take a day off from work and that it would be another 2 hour drive. We waited to hear back from **** for the appointment *************, he finally called on 8/1. The appointment was schedule for 8/6 in Salisbury and again I drove 2 hours to Salisbury and they only did an update to for the computer and I explained to them that is not the problem. On 8/15 the check engine light came on again and once again I drove to Salisbury and the service department could not fix the vehicle because they had to order the part. ************************* called the same day after I arrive home and told me that this repair would be at our expense. I explained to him that the dealership in Morganton will be responsible for this repair and to send the bill to them. We purchased this vehicle because we were told that it had no issues. That was not a true statement.

  Business response

  08/25/2022

  **************** brought the vehicle to the ********* location two times in the past 2 weeks. On August 15th, 2022 he was presented an estimate of $876 to fix this issue, which he declined. We offered to split the cost with him and give him a $50 gas card in the interest of customer service. When **************** brought the vehicle in the first two times, we cleared the light and completed the software update that was showing the truck needed at no charge. After this was fixed, **************** took the vehicle on vacation and the light came back on throwing another issue. We are very motivated to help him, and per ****************, he was letting his wife make the decision on whether he would move forward only paying half of the estimate for repair. 

  Customer response

  09/06/2022

   
  Complaint: 17739682
  
  I am rejecting this response because:

  After filing a complaint on this business earlier this month, we have only received one phone call from ************, the Service Manager at Team Morganton. I told him that the check engine light was back on and that my wife was afraid to drive the car. I told him that we would be taking the car to Parks Chevrolet here in my hometown. He stated that they might be willing to pay half of the expenses. I told him that they should be responsible for this fix. I told him to give my wife a call, she has not heard from him as of today. My wife has called several times as well as myself. We took the Denali to Parks Chevrolet on August 24th to get the vehicle repaired. We are now asking for them to reimburse for the cost of the repair. Thank you.

  Desired Resolution:

  Refund

  
  
  Sincerely,
  
  *********************

  Business response

  09/14/2022

  Tell us why here...The offered resolution to pay for half of the repair was neither confirmed nor denied by the customer. However, we have reached out to attempt to further resolve this issue and discuss next steps.

• Initial Complaint

  07/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car in the last 3 weeks and from the start we were told it would be with a trade in and come to find out it was not, that part was just assumed by our salesman *** but we still went through with the deal. After paperwork was signed she rushed the process so badly that issues with the vehicle were ignored like brakes and rotors needed to be replaced, it needed wiper blades, there was a tire with a leak which we were told specifically would be fixed and it wasent. After weeks of communication with said Dealership and salesperson we never got any info until today 7/28/2022 and it was that they are not liable for anything due to the car passing their inspection. I work at a dealership and am very familiar with the used car process and inspections, the wiper blades are completely torn on the passenger side which would legally fail an inspection so That tells me they didnt look the vehicle over at all to see if something need to be replaced or fixed. Now after weeks of getting no call backs after being told by 3 different people that we should be getting a call, they are refusing to cover anything that should have been done before I ever received the vehicle after our salesman told us if anything was wrong they would cover it up to 3 months or ***** miles which we have not reached either at this time. They are also trying to say that we never said anything until today about any issues. I have been lied to throughout the entire deal. There will be photos and screen shots of proof of the issues with the car and of our salesman *** being informed of the issues. The assumption of the trade in and the repairs being covered were said in person. I would like for these issues to be fixed like it should have been before they keys were ever handed to me

  Business response

  07/29/2022

  Customer will come in on Tuesday, August 2nd to met with the General Sales Manager to go over details of the vehicle.

*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. ↩