ComplaintsforBob Mariano Chrysler, Jeep, Dodge, Inc.

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Nov 1 my 2022 Ram 3500 was towed to Mariano Ram due to a "do not drive" error message. My vehicle cost me $79,000 & came with a bumper to bumper warranty that covers the vehicle for 36 months & 30,000 miles. My vehicle has 14,000 miles. Mariano "worked" on my vehicle for 9 days then returned it to me on a Fri nite. Mon at 8 am I returned the vehicle to Mariano explaining that the vehicle was not repaired. That was Nov 13. They have still not completed the repair despite the fact that it only needs a sensor, according to them. They told me they located the sensor on Mon 11/20 & that they would overnite it from Miami. As of Friday 11/24 they claim they have not received it. I don't believe that. Our relationship has become adversarial. I believe that 4 weeks to have a vehicle for such a relatively minor issue is unreasonable. It should be noted that that I requested twice a substitute vehicle. It was denied both times. Please help.

  Business response

  11/27/2023

  Mr. ******* vehicle was brought in with no appointment on 11/01/2023. We notified customer that we will do everything that we can do to accommodate Mr. *****. We have all of our loaner vehicles out to our customers so unfortunately unable to supply transportation to Mr. *****. We were able to then on 11/07/2023 get his truck into the shop where we diagnosed and replaced a part under warranty. Mr. ***** picked up his vehicle on 11/10 then after on Monday, again with no appointment drops his truck back off due to concern returning. We then accommodated him and got his truck back in before other customers. We had to contact STAR which is Chrysler technical assistance. We communicated with Chrysler and the customer with updates the best we could. After reaching a verdict to what part is needed for his truck, we ordered the part but only to find it is on back order. We informed the customer this but was able to locate a dealership in Miami. We began retrieval of that part to which we have fully communicated with Mr. ***** multiple times. He has been unaccepting of the lack of control we have over getting parts. We have done as much as we can at the dealership level to accommodate Mr. *****. He has been very rude to employees and we are doing our best to communicate to him but nothing is enough for him. I strongly suggest Mr. ***** has the option to bring his truck back to his selling dealer that could not accommodate him to begin with.

  thank you

  Business response

  11/28/2023

  Unfortunately I believe my dealership (Bob Mariano CJDR) and Mr****** are at an impasse. I have tried to accommodate him every  way possible. To no avail I'm afraid I cannot live up to his expectations. I'm certain that's why he chose to purchase his Ram from another Dealership. I would like to be clear, my customers do take priority over others. I believe that's standard operating procedure.I also don't, under any circumstances have to service any vehicle whether there is a manufacturers warranty or not when a customer choses to aggressively talk and act towards any of my employees. If my process of taking care of my customers and my employees is not satisfactory to Mr****** I suggest that he take it to his selling dealer. If he opts to accept the way I operate my Dealership then with his cooperation I am willing to fix his vehicle. In closing it doesn't appear that there is any real resolution to this issue. Mr****** has voiced his disappointment to both Stellantis( Survey) and to the BBB (Formal Complaint). He has the option to have his vehicle serviced anywhere. Why opt for the one you dislike? I have an impeccable record with the BBB and plan to continue my commitment to customer satisfaction. Please advise on the next steps.

  Regards,

  Brian D****

  President

  Customer response

  12/11/2023

  
  Complaint: 209*****
  
  I do not accept the business's response as a resolution to my complaint because: 

  Hello Becca,

  I'm sorry for the delay. I've had a very busy week.

  I see that Bob Mariano has agreed with me that my vehicle was passed over in favor of vehicles purchased at his dealership repeatedly. I also see that they in essence agree with me that the relationship became personal when I did not give them a favorable rating on the manufacturer's survey.

  It should be noted that the survey & my contact with you did not happen until my vehicle was in their shop for 3 weeks.

  The final repair consisted of the replacing of an air filter & a sensor. My final rhetorical question for them is are the proud of this time frame for such a minimal repair.

  Thank you for your help.

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

   

  Business response

  12/11/2023

  Re: ID # 209***** - ******* *****
  
  Dear Brian D*****
  
  Thank you for your recent response to ******* ****** We have not yet heard from the consumer and are closing this case as answered.
  Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached.  Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."
  
  The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language. 
  
  In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer. 
  
  Sincerely,
  
  Becca ******
  [email protected]

   I understand your position. I had a busy week myself.

  Regards,

  Brian D****

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I leased a Jeep Wrangler 4xe through them in November 2021. I put over 6,000 down and pay 439.00 a month. I put down that money because I planned on buying it out after the lease was over. I received notices in the mail about recall work that was needed. I called dealership and made an appointment for 3/9/23 when I picked up my vehicle that same day they stated that everything was fixed. By the time I had gone home that day the check engine light was on. I called the dealership again to make another appointment. it was scheduled for 3/17/23 at this time they told me that i would need certain parts and that they were backordered indefinitely but that my car was safe to drive and they would call when they got the parts. I called jeep and complained because my heat wasnt working and they knew that when giving my vehicle back, the dealership said that i would just need to start my car earlier that it would waste more gas but the engine would heat the cab. Mysteriously they received the part after jeep contacted them shortly after about 2-3 weeks and it was fixed. In May my check engine light and a electrical service light came on I called and dropped it off 5/31/23 where they called and told me that they didnt know what was wrong and that they were talking to chrysler about it but that i could pick it up for now, but if i did they would have to start the process with chrysler all over again the next time so i asked for a loaner which they denied saying that they didnt have any available. I went to pick up my jeep and spoke with the manager who gave me a car to use and told me that he would get me out of my lease because the car kept having the same problem. Another manager contacted me through text and tried to get me to get into a used vehicle on their lot for the same monthly payment i was paying for my jeep but not jeep at all, and older then my jeep was Also texts were very condescending The service department called me after a month of my jeep being there and told me that it was ready for pickup. I went and got it and when i turned it on the lights were still on. They kept my car where its still there now. They called again on 7/5/23 to pick it up as they couldnt figure out what was wrong because the lights werent on. He then called an hr later stating that the lights came on while getting gas and that they are going to try and find out what is wrong with it. They still have it after a month and a week so far. I still pay 439 a month for it, the service guy said he has been driving it every day so hes also putting miles on it.

  Business response

  07/12/2023

  We have been working diligently with Chryslers engineering team to repair this vehicle, but as of this time it remains unrepaired. Chrysler has started the process to buy the vehicle back. The customer has been and still is in one of our loaner vehicles at no charge. The customer has been updated frequently throughout this process.

• Initial Complaint

  02/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I brought my 2021 Jeep to Bob Mariano for a leaking coolant issue (recall). I made the appt online and added a couple of minor fixes to the request. The service advisor called to review my concerns. I told him the two minor things could wait and I would take to the other dealership that’s already looked at the issues before. He assured me they were simple and quick fixes (no mention of cost). After much back and forth and help from Scot (service manager) I was able to get my warranty issue resolved. However, when they called to tell me what the issue was, they gave me an estimate to fix the two minor things. I said I would wait as I feel the other dealership might’ve caused them. I was then told I had to pay a diagnostic fee. Not at any time was this mentioned in previous conversations. Even in my initial conversation with them when I said the issues could wait. When I voiced my frustration, the advisor hung up on me. After calling back and no answer, the manager (Scot) called me. He agreed to split the cost in half. However, I have an issue paying any amount when I didn’t have the chance or choice to decline the “diagnostics”. I paid the cost ($75) and left. This is my first Jeep and was hopeful to find a nice dealership close to home to service it. Unfortunately, I found the exact opposite. Extremely bad business in my opinion. What happened to be successful by being honest? It goes a long way. You take advantage of people, you lose business

  Business response

  02/15/2023

  The customer originally paid $70.49 which we have sent a refund check to Ms. ******** for this amount.

  Customer response

  02/15/2023

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

• Initial Complaint

  01/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I went to Bob Mariano's on December 29, 2022 to have work done on my Jeep. An employee, Alex, called to discuss the costs of the 2 things I needed looked at and various other items that they stated needed to be done. I was quoted $413.94 for the heat to be fixed, about $1,600 for the back wiper to be fixed and then another $2,763.30 for the other issues they had 'found' (many of which were things that would have come up in the state inspection which had been completed and passed approximately 10 days prior). I declined the additional work and declined the back windshield wiper and confirmed with Alex on the phone that the cost would be $413.94. The next morning when I went to pick up my car, Alex told me that the cost would be $598.34. I questioned why it was not the price that was discussed the day before and he responded with 'oh did I forget to mention there is a $135 diagnostic fee' to which I told him he had not stated that and had told me it would be $413.94. I paid the total amount since it could have been a simple mistake of forgetting to tell me. After leaving, I reviewed the invoice because I realized that $413.94 + $135 did not equal $598.34. Not only did he not mention the $135 diagnostic fee, he also neglected to mention a $49.90 charge for "shop supplies", which was not included in the quote and was also conveniently not disclosed when I questioned the total cost. After realizing this, I attempted to make contact about a refund via the contact option on their website on December 29th and have not received a response. I am seeking a refund for both the diagnostic charge and the shop supplies charge as this was not agreed upon or disclosed prior to pickup and the business was very deceitful by not disclosing. Pricing should be transparent with the customer and by confirming with Alex that the cost for repairs would be $413.94, there shouldn't have been any surprise charges at the time of pickup.

  Business response

  01/13/2023

  I spoke with ***** *******, I apologized for the failure on our part and explained to her that the Service Advisor she delt with is very new to this business and is in the learning process. We are sending her out a check for $184.40 to reimburse her for the diagnosis charge and the shop supply charge that she was not informed of. She was very understanding and seemed satisfied with this. If you need any further information, please feel free to contact me.

  Customer response

  01/13/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18806791, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  10/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Good Day, Hello, my name is ***** *******, residing in Hooksett, NH Purchased a 2018 Jeep Wrangler new from Bob Mariano. Severe rust issues with vehicle well documented within the last year and beyond. I understand there are some large class action suits regarding premature rust on the bottom side of doors and door hindges. Your help is greatly appreciated. Thank you, ***** ******* Cell 603*********

  Business response

  10/26/2022

  Good morning, I'm writing to update you about Mr. ********* complaint.  Mr. ******* has a 2018 Jeep Wrangler that at the time had 67130 miles on it. The type of rust his vehicle was displaying was surface rust under the paint. This type of rust is only covered for the first 3 years or 36,000 miles, whichever comes first. We made the decision to try to help Mr. ******* out as a "Goodwill" gesture. Some repairs we can self authorize but this was beyond even our limits. That being, we contacted our Chrysler Representative. He authorized us to "Goodwill Repair" Mr. ********* Jeep's door hinges as these are an issue that Chrysler has seen before. For any other rust to me covered by factory there would need to be a hole completely rusted through the metal, which there was not. We try to help our customers as best as possible and feel that taking care of an issue that is 31130 miles out of warranty displays that. Please feel free to contact me if I can be of further assistance.

  Thank you.

  Ed A*******

   

   

• Initial Complaint

  01/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had taken a vehicle that I was considering purchasing for a pre purchase inspection to this dealer. After being told by them that the vehicle just needed a few things I decided to purchase. They had preformed the inspection but failed to bring multiple expensive issues to my attention. I called to inquire about a refund and was told the vehicle was indeed checked over. I asked why I wasn't made aware of some of these issues seeing as the repair bill for all of it together is over $2k. I was told by the service manager nick "well did you ask us to check that"

  Business response

  03/03/2022

  Business Response /* (1000, 5, 2022/02/01) */ Mr. *** brought in a vehicle he was thinking about purchasing on 12/13/21. We performed an inspection of the vehicle and informed Mr. *** that the parking brake did not work there was a pending code p1404 for the egr system and the wiper blades needed to be replaced. All would need to be resolved in order to pass ** state inspection. Mr. *** then called the dealership on 1/27/22 requesting a refund because the vehicle failed ************* State Inspection. We performed a check for ** state inspection laws and are not informed on ************* State Inspection Laws. On a second phone call on 1/31/22 Mr. *** stated the ball joints are ready to fall out of the vehicle, if this was in fact an issue at the time the vehicle was with our technician on 12/13/21 the technician would not have test driven the vehicle because it would be deemed unsafe to drive. Mr. *** again requested his money back because his vehicle failed ************* State Inspection, we are in the process of fully refunding Mr. *** in the amount of $144.50 due to the fact that we do not know the laws of another state inspection. Consumer Response /* (2000, 7, 2022/02/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes I accept the refund of the $144.50.

• Initial Complaint

  11/19/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sold my 2018 jeep wrangler sierra in December 2020. I sent my proof of payoff to *** ******* in January by email. That is what I was told to do by the receptionist she gave me the email to send it to. we have since called and emailed several times and we keep getting no response. We are looking to get our gap insurance refund that is due to us.

  Business response

  01/11/2022

  Business Response /* (1000, 5, 2021/11/22) */ The customer spoke with our sales manager Ben G****** back in January. There was no GAP insurance or Service Contract purchased with the deal, as can be seen in the attachments. We cannot cancel and refund something that was never purchased.

*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. ↩