ComplaintsforViva Dodge Ram Fiat of Las Cruces

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The engine on our 2018 Jeep Wrangler began over heating and we took it to Viva for repairs on January 11. It remains in their shop to this day, February 17. Over this period of time we have attempted to communicate with the service department on updates often times leaving messages with no call back. We then had to drive to the dealership to get updates. During this time we have been given a continuous line of excuses as to the delay in repair. Initially it was there were 7 or 8 vehicles in front of us, then the mechanic identified the problem and they were waiting on our authorization to continue, which had been previously given. Then the parts had to be ordered during which time the delivery trucked crashed and no one in this world was able to access the back of the truck to access the parts, so they had to be reordered. After the parts arrived, their mechanic determined it was another issue and more parts ordered. By this time the bill was $2,300. Then there was another problem the mechanic couldn’t identify. During this time period they were waiting for authorization to continue which was previously given. Most of these waiting periods, we had to drive down and contact them instead of them contacting us. Then the mechanic said he found a small cut in a hose where the hose needed to be replaced to continue the diagnostics. After going through another waiting period for authorization they said parts had to be ordered, and the service department assured us they would keep in communication with us but have not. So we continue to wait. During this process with the service department we have been polite and patient, giving them the benefit of doubt. Even during this time I felt, as I feel now, they have continually lied to us, they are replacing parts that may not need to be replaced to drive the cost up, and now I question the quality of work we’ll get, feeling we’ll get stranded on a remote mountainous area due to their crooked incompetence.

• Initial Complaint

  01/24/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I am ***** *****, on July 2019 I bought a 2020 Jeep Gladiator Rubicon 4x4 Launch edition VIN# 1**************** at Las Cruces, NM location. Several days after it was displaying all kinds of warnings in the display, I took it to Viva Doge Las Cruces and they performed an update. The warnings were turning on and off. After that I started having issues with the transmission I took it to have check but they told me it will be 2 week to have it check. I took the car to ***** **** to have the transmission fluid to replace to see if this will solve the problem and it did not. Took it back to Viva dodge las cruces and they told me the transmission need it to be replace. After almost a month at the service department they concluded that my warranty was void due to the fluid type listed on the ***** **** invoice was incompatible for the vehicle. Contact ***** **** and they stated they use the correct oil. I bought a new transmission out of my pocket have it replaced in Viva dodge El Paso. I continue have in issues with the transmission and warning messages in the screen. I ended up trading in my dream car because of all the issues it has since I bought the vehicle and because I don’t feel safe driving the vehicle.

  Business response

  02/05/2024

  We are very sorry to hear about this experience you had, Mr. *****, Our customer satisfaction is our upmost highest priority and we will always do what is right by the manufacturers' guidelines to take care of our customers. We take your issue very seriously and have been reviewing the case, looking at the situation from all the different angles. We understand your frustration and hope you can also understand where we come from as a service center for the manufacturer. You purchased your vehicle in July 2019 but did not bring in the vehicle to Viva Dodge for a transmission issue until June 13, 2023 that is the first repair visit to Viva Dodge Las Cruces where we performed the update. According to the paper work you supplied from ***** **** the date on the invoice is June 6, 2023, That is 7 days before your first visit to Viva Dodge the first time when we performed the programming, which is the first step of the diagnostic procedure for the concern listed and given by the manufacturer. According to your allegation that you brought the vehicle to Viva first and then ***** **** after the program is incorrect; according to the documentation that you supplied from ***** ****; it shows the vehicle was serviced at ***** **** before coming to Viva for any transmission concern. When the vehicle was brought back on July 26, 2023 the vehicle at this time had a check engine light, following the manufacturer diagnostic procedure we had to take a fluid sample and send to the manufacturer for warranty approval. The warranty denied the claim due to fluid color being a different color than the OEM fluid. We advised the customer and the customer decided to take the vehicle and repair on his own. As an entity of the Jeep we must follow the policies and procedures put forward by Warranty administration manual published by the Manufacturer. 

  Customer response

  02/06/2024

  Complaint: 2*******
  
  I am rejecting this response because:
  I took the vehicle to ***** **** because it will be in  2 weeks to check the transmission and I didn’t fell safe driving it like that.  After almost a month you are declining the warranty on the transmission due to the fluid type listed in the  invoice is incompatible and ***** **** states that’s the right fluid.  I provided a copy of the compatibility by ***** ****.  After changing the transmission I continue having issues with the transmission and warning messages in the screen that’s why I took it to ******* park dodge to have it check and that’s when I treaded in because I didn’t trust the vehicle anymore.  The other  issue was the warning errors in the screen that started since I bought the vehicle. I think I have a Lemon vehicle.
  
  
  Regards,
  
  ***** *****

   

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  see attached Charged excessive amount for labor, did not replace wiring harness just taped it up and took 14 days to do that

  Business response

  11/15/2023

  We are very sorry to hear about your experience. After researching the visit the customer brought the vehicle in and had rodents get into the electrical harnesses and eat the harness in multiple locations. Before performing the repairs we advised the customer to make a car insurance claim and the customer decided to approve the repairs for the wire repairs and pay out of pocket. There was never any parts quoted or nay parts needed. We only needed to perform a wire repair. After the vehicle was picked up we were contacted by an insurance adjuster asking for pictures of the vehicle and we advised the insurance the vehicle was already repaired and back to the customer. We are willing to double check our work performed on the vehicle but our technician is a level 3 master ***** technician with over 20 years of experience. 

  Customer response

  11/27/2023

  I was sent a email from viva with est and what would be done. I can no longer access email said it had a time limit on it. Any half way decent mechanic would have put new wiring harness on rather than tape up chewed one. Another part that viva said would not be available until April 2024 had my mechanic check on  He could not find anything wrong with it. But viva wanted to replace for more money. Regardless of having insurance or not you way over charged and took 14 days to do it. Also check engine light was still on  when I picked truck up. You were mad that I did not want to trade vehicles with you.

• Initial Complaint

  09/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a 2022 Durango in July 2022, at the first oil change I informed the service department of window tent bubbling, and passenger side carpet coming undone this continued every oil change, was told each time I would be called and never was. I walked in to make an appointment and on Sept 5/23 they kept the car for 6 days, I was told that the window tent had to be taken to another shop they would call me with a place they have yet to do so. My carpet is still coming out was told " carpet coming up is normal". I would just like my new car to be nice.

  Business response

  10/17/2023

  Hello,

   

  The customer purchased a new car and would like to make this right for him, if we can set him up for an appointment to do the window tint, and also look at the carpet. I will personally look at it myself. If you can have the customer email me directly at *********************************** thank you.

• Initial Complaint

  01/09/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On a road trip in late November 2022, I was having engine problems with my old car and stopped in Los Cruces NM to buy a new car from Viva Dodge Fiat Jeep Chrysler ********* ***** ******). As part. of the purchase, I agreed to buy several service contacts as follows: DOWC Assured Shield Exclusionary Wrap for ***** dollars, DOWC 360 Shield for **** dollars, DOWC Key FOB for ***** dollars and DOWC Roadside for *** dollars. I was shown paperwork detailing the coverages but did not receive copies of the service contracts or DOWC Contract Numbers for three of the four contracts. I was able to call DOWC *************) and verify coverage with the DOWC Assured Shield Exclusionary Wrap because I had the contract number. But I was unable confirm coverage for 360 Shield, Key Fob, and Roadside without contract numbers. If coverage for these three contacts currently exists I would like the contract numbers and contract coverage details. If coverage for these three warranties was not purchased I would like a refund. I have contacted the dealer on three occasions via email and have not recieved contract numbers or contract details.

  Business response

  01/10/2023

  I pulled up the information and will be emailing his contracts.

  Customer response

  01/11/2023

  My guess is that this business resolved this issue within one hour of receiving this complaint. !!!

  
  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.
  
  Regards,
  
  **** *****

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Brought in my car for a Warranty repair under Mopar Extended warranty in or about October 2021. It took around 3 months for the dealership to get the approval to begin working on my car. During this time they assigned Ms. Nicole who would call me once or twice every 2 weeks to keep me updated. Once the repairs were approved (in or about Jan 2022) Ms. Nicole then conveyed a new issue: the part they needed (engine long block) was on back order and the dealership had no ETA to share. This went on week after week, I kept getting the same call from Nicole providing me with the no ETA answer. It was evident that no effort was being made by the dealership to help expedite this repair. In or about April 2022 in order to help expedite the process I decided personally call Fiat Customer Support. A case was opened and I was assigned Ms. Arica to assist in providing status of the part. Another 2 and a half months went by when I finally received confirmation on 13 Jul 2022 from Ms. Arica that the engine was shipped to be delivered to the dealership the week of 18 Jul 2022. At no point the dealership called provide any updates during the wait time for the part. After another month went by without any updates when I finally decided to call the dealership. The engine had been in the dealership's possession now for about a month at this point. When I called they they kept on telling me that no service advisor was available to help and asked for my phone number to call back but no call back was made. Finally I decided to keep calling instead of waiting for them to call but for another day they would do the same (take my number and don't return the call). After many tries, I finally spoke to someone who told me that they have the part but they have a place to work on my car (In almost 8 months, really!?). All this time I have been without my car. This is definitely not reasonable waitime. I would ask of them to finish the job & to extend my warranty for the amount they took to fix it.

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