ComplaintsforTate Branch Dodge Chrysler Jeep

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my truck to get looked at because my heater was not working while idling and if they could check my car for leak heavies I thought it has something to do with that and they said not that it has nothing to do with my heater not working but they found a leak in my water pump and radiator stating there was a leak I told them I’ll pay to change it so once they changed it I paid $2307.07 and I took they truck back home and it overheated when I took my truck to work and it overheated I pulled over had my wife come pick me up from orla Texas to Carlsbad New Mexico because my truck overheated i called **** ****** ** ******* to go pick up my truck they did and told me I might need a new motor or new parts I never had trouble with my truck before I took it to get looked at 12/28/23 and till this day I still don’t have my truck. I believe poor workmanship is the reason why my truck overheated and they won’t cover the damage they cause!

  Business response

  05/10/2024

  We did perform work on this vehicle.  The customer brought the vehicle in because it was overheating.  The water pump and radiator were both repaired because they were leaking.  Once the repairs were complete and the customer took it, he brought it back because it was still overheating.  After further tear down of the vehicle, it was found that the head gaskets were blown due to driving the vehicle while it was overheating previous to any repairs that had been made on it.  There was not way to know these gaskets were broken because the other repairs had to be made in order to identify this problem.  Because the customer had to bring the vehicle back to us, we agreed to waive all labor costs associated with the new repair.  We agreed to waive labor charges and customer agreed to pay for parts.  That was about a $1600 charge that was waived.  We were under the impression the customer was satisfied with the service given.  We realize the frustration with the length that it has taken to fix, however, this is a big job and the engine has to be completely torn apart to fix.  We have been in communication with the customer explaining all this.  We are still waiting on parts for this vehicle.  ETA on parts is the end of next week. Once we receive the parts, this vehicle will take priority and should take about 2-3 days to repair.  My Service Manager has been in direct communication with the customer.  

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First week of September my Jeep Patriot wouldn't start, my insurance called for towing and it was towed to **** ****** - where I purchased the vehicle. It took a whole week when they finally called to tell me what was wrong with the jeep. I t was then that I found out there was a lot wrong with the jeep. I then told ****** - office - to PLEASE DO NOT FIX because I am on A Fixed Income, she then told me Not To Worry, that she would call the insurance first. A month later she called and took care of it and I just had to pay one hundred dollars and I could pay that when I picked up my Jeep. We went into October and I never heard from them, when I called on or before the 25th they never called me back. We are now in November and it was then they told me what I owed - for parts. I asked for an itemized bill and what I am faxing with this letter is what I got from them. It shows what was done and what was approved but to this day Wednesday 13th of March I have not spoken to any member from **** ******,

  Business response

  04/23/2024

  Good afternoon *****.   This customer did indeed bring her Jeep in for service with us.  When she came in, she had a warranty and approved the work so ordered the parts for the repair.  After she approved the work, she cancelled her warranty program (we did not know about that) and signed up for warranty with a different company.  Because she cancelled her first warranty company never paid.  The second warranty company did not pay either because they were not dealing with a claim that was pre-existing.  During this period, she was driving one of our new vehicles and was in it for several months.  We had tried to get in touch with her numerous times to inform her about the warranty and her bill with us and could never get in touch with her.  We tried over and over to reach her because we had to get our car back and she avoided us at all costs.  We finally had to go and find her and take the car back from her because she would not answer our calls.  When the car was finally taken, she had put over 6000 miles on it and tore it up.  It came back filthy, stains on the seats, smelling of marijuana and dents and dings.  She then reached out to us and asked what was going on with her car and we explained the situation to her.  In order for her to get her car fixed the parts must be paid for (they were special order parts) and she has to pay her bill. 

  
  

  ******    ******* **** *******

  --
  

  ***** *****

  General Manager / HR Director / Marketing Coordinator 

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

  Customer response

  05/03/2024

  Complaint: ********
  
  I am rejecting this response because:
  

  Re: ID #********- **** ****** Dodge Chrysler Jeep
  

  Dear Resolution Department

  I received your letter Saturday April 27th. Upon reading it and trying to comprehend what it says I am baffled, I cannot believe that a company would stoop as low as lying. I did call numbers of times, I did go in person and every time they would tell he was busy, was in meeting and in the bathroom. I could never meet with the Department Manager, that he would call me back, well that never happened, he never bothered calling back. All what they have to say are nothing short than lies, and they think I will just let them call me out on it with me responding. They never treated me with respect or talked to me professional, and EVERY TIME I went in it would be two or three people that would come to the front but never the Department Manager. The last straw was when they called to tell me I need to bring in 800 dollars for a Starter and I did save that date. February 5th at 2:00 pm and then they send an employee that didn't know nothing, all he said was Manager was in the bathroom {again}. He said he would let him know and that he{manager} would call me back. To date, still waiting on that call.

  On another note, the rental was not damaged, was dirty and they never chased me. In September 2023, I took my car into the dealership for repairs that I understood would be covered by my warranty. I was given a loaner car to drive while the repairs were being done.

  I received communication dated April 23, 2024 stating that there was a problem with my payment. The letter states that the warranty company changed and the new warranty company was not willing to pay. This is inaccurate. The warranty company that I used has not changed.

  I reached out to the warranty company and they stated that they had paid the agreed upon charges. I am working to get verification from them for this payment.

  I do have an issue with the statements made regarding communication with the dealership. I have made countless attempts to communicate with them regarding my car. During each phone call I was told that the manager was either busy, in meeting, in the restroom, or otherwise occupied. My requests got return phone calls were not met.

  On February 5th, I did receive one phone call regarding the outstanding bill of $14,801.83. This was the first time I was hearing of this. As I stated previously, I had been told that the repairs were under warranty. I do not feel that I owe these funds.

  I tried again to contact the manager regarding these changes, and was never able to connect with them. The dealership sent someone sometime early this year (I apologize, I do not have the exact date). The employee was rude, forceful, unprofessional, and made several threatening statements. Once the loaner car was back at the dealership, I was accused of having misused the vehicle and damaging it. These statements are also inaccurate. I hardly drove the car while it was in my possession. I was never shown photographic evidence of these alleged damages.

  I feel that miscommunications between the warranty company and the dealership did not make multiple attempts to contact me, and that the attempts I made never resulted in contact wit the person I needed to speak with.

  I would like to have my vehicle returned for the agreed upon deductible. If you need additional information from me, please contact me at the number listed below.

   

  Sincerely,

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

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business response

  05/10/2024

  In order to try and resolve this, I have decided to release the vehicle to Mrs. ******.  Please keep in mind because the charges were not paid, the vehicle will return to her without being fixed.  She can come and pick up anytime after Monday, May 13th.  That is the only thing I can help her out with being that she cannot pay the shop bill.  This is not something we typically do.  When a customer accepts work and we order parts, we DO NOT release the vehicle until those parts are paid for since they are not in stock.  If Mrs. ****** chooses to pay the shop bill, we would still be glad to fix her vehicle for her, if not, she can come and pick it up as is. 

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