ComplaintsforSecurity Dodge Chrysler Jeep Ram

• Initial Complaint

  11/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I received a written estimate for work to be completed on my 2017 Jeep Grand Cherokee - ************ brakes to include rotors and pads, brake fluid change, Coolant changed and Fuel injection cleaning for $1000. I had a verbal conversation with service agent stating that the written estimate is incorrect and charges will be $2385. I explained that was not what is on the invoice I was told they would take 10% or $238.5 off the bill making total charges $2146.50. This is $1146.50 more than quoted on a written invoice.

  Business response

  11/22/2022

  As was stated by *************************, the written estimate was incorrect and not all items were included in the calculation.  We did call back the customer and explained that there was a mistake and offered a 10% discount for our mistake.  The customer did not do the service with us, just an oil change.  The bill was only for an oil change which was charged out correctly.  The estimate was for items that she opted not to do.

  Customer response

  11/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: I do not agree with the response from Dealer. A written estimate was issued and the company should stand by that estimate. I did refuse the work at the time as the verbal estimate exceed $2100. The written estimate was for $1000.
  
  
  *************************
  
  
  
  
   
  

• Initial Complaint

  11/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On September 14, 2021 I purchased a 2017 certified pre-owned Ram ****. After receipt of the Vehicle on the drive home the Tire Pressure Monitoring System light came on telling me all four sensors were not registering tire pressure, and to service the system. The next day I informed my Salesmen who informed service department about the problem. They said they would fix the issue and contact me to set up an appointment. Week and half goes by with no response from the dealer. I then e-mailed them on Sep 24, 2021 with no response. After multiple calls the Used car sales manager responds to me and says to bring the vehicle to get fixed and tell them I sent you (manager). I bring the vehicle to get repaired as approved by the Manager. The vehicle is in the garage to get repaired. I am then informed that the parts are not in stock, we will call you when we get the part in. Months go by with no word, after repeated calls. December the manager tells me two of the sensors came in, the rest will be in February, and that's the last I hear of them. All e-mails and calls go unanswered. In July I bring my car in for oil change and inquire about the parts to the manager. He has no Idea who I am, berates me for waiting a year to bring this problem to his attention, says I should of physically come in to check, and tells me he thinks the parts did come in, but never bothered to tell me. He said he will look into this. Once again months go by with no response from him. October I go to the dealer in person to see the manager. He now tells me its been a year so its past the time frame, and the part is a convenience Item it is not covered under warranty. Tire Pressure Monitor System is mandatory in all vehicles since congress passed the ***** act in **** mandating this system. This should of been covered under the *** warranty, and I was promised it was going to get repaired, They did not repair it, instead they stone walled me with delay tactics.

  Business response

  11/18/2022

  Hello ****************, First please accept my apologies.  I would like to get your vehicle fixed.  Please feel free to call me so I can get you scheduled in and get the sensors on your tires asap.  You may reach me at ********************.  I can also be reached by email at **********************************************************.  My hours are 9 am to 5 pm Monday through Friday.  I am not sure what happened, but I do know we have the sensors in stock to fit your vehicle as long as the tires are stock units.  

  Looking forward to your call or email,

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

  Customer response

  11/23/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  06/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband, *************************** and myself, ***************************** leased a brand new Dodge Ram **** crew cab Big Horn V6 (7 miles on odometer) VIN ***************** on 4/11/2022 at Security Dodge Chrysler In **********, **. *************************** put down $7,000.- certified check along with a $500.- credit card down payment = $7,500.Two days later, check engine light came on and trucks dashboard. More importantly, the truck was driving very rough like it was trying to shift into gear on its own volition. Also, the truck was shaking and vibrating when driving at slow speeds (like on ****** sticks). It would loud noise backing out of parking spot/ driveway. The (Malfunction indicator light) or check engine light would flash re Powertrain Malfunction. We brought back to dealer for 5 days (April 25 thru 4/29/2022) to repair but they were not able to fix properly. Several days later the *** Malfunction Indicator Light was flashing check engine. Brought back to dealer again for repair from (May 5 thru May 11, 2022). Ive informed Chrysler Corporation **** ***** about reoccurring problem and she wants to repair truck. Chrysler Corp wont provide a mgmt name to escalate this issue or consider a buy back. Dodge notification still says: PowerTrain -Engine Malfunction EOBD /injection system failure bring to dealer. Had to bring truck back for service from (May 24 thru June 10, 2022) due to same Powertrain Malfunction problem. Today, Sunday, June 12 after the truck has been in service (30) days and four (4) separate repair attempts the truck Is not fixed or driveable. Basically, getting run around with Chrysler Corporate rep and dealer that they want to fix truck but they cannot. This vehicle is not safe to drive in the roadway. Pls. Investigate this claim..this truck is not safe to drive. We really just want out $7,500.- down payment refunded back to and our lease contract rescinded in good faith. Regards,******** & *************************** ************

  Business response

  06/17/2022

  Our Service Manager, ************************* did leave a message on your phone. If you could please return his phone call, he would like to speak to you and get more information from you.  You may reach him at *********************.

  Customer response

  06/17/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

  I have outlined the issues clearly in my BBB complaint. The new 2022 Dodge Ram **** truck that *************************** leased from Security Dodge in Amityville on 4/11/2022 is defective and unsafe to drive. The truck has been at the dealership service for 30 days to fix the Powertrain engine Malfunction. Unfortunately, service has not been able to fix the defective engine after four (4) separate service dates. Pls. review the dealerships service repair documents on this issue. The truck continues to have a check engine light on; drives really rough (like on ****** sticks), vibrates, misfires, shifts forward when trying to park car and makes loud noise going in reverse. Furthermore, the Chrysler Corp. advisor, ***** has not been helpful in escalating our unsafe truck concerns to management for buyback / refund action. Since this car is not functioning properly due to engine problems that cannot be fixed ******* wants his $7,500.- deposit refunded and lease rescinded accordingly.

  
  ******** & ***************************
  
  
  
  
   
  

  Business response

  06/24/2022

  Service Manager ******************* has spoken to Customer. 

  Customer response

  06/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

   I spoke to ******, Service Manager and basically the Chrysler Corporate wants me to proceed with lemon law process. Unfortunately, Security Dodge dealership  cannot fix the new trucks engine malfunction after several attempts and 30 days in service. In addition, Corporate will not offer a to buy-back truck or provide replacement truck. Now, its a lemon law issue.  

   

  ******** & ***************************
  
  
  
  
   
  

• Initial Complaint

  03/17/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a Jeep Grand Cherokee high altitude in December of 2020 it was a 2018 with ****** miles on it. First off I would like to say I was pressured by a very aggressive sales person who pinned another buyer for the vehicle against me saying they were there to "buy the car" when it came to me wanting to purchase the car the man disappeared. Later realizing he was an employee of the dealership. But thats neither her nor there. When I purchased the used car I asked them to replace the tires as they seemed to be balding. I was assured they were not and the tires were good. Fast forward a year and two months later and only ***** miles of normal wear, my jeep has air intake in the fuel lines, a bad coil, needs spark plugs replaced, tune up, and NEW TIRES. Even with the extended warranty I purchased the spark plugs not covered, the tires not covered, the tune up not covered. Now I feel I was pressured into the purchase of this jeep a tricked, they lied and stated my tires were fine, ( in which now are saying are not) and my engine has all sorts of issues due to air intake. I love Jeeps will never in my life purchase a car from these people ever again. The lies and deceitfulness from the staff is uncalled for.

  Business response

  03/21/2022

  The vehicle cam in for a check engine light.  The intake gaskets on the engine under the manifold is warped causing a vacuum leak.  Maintenance would not have prevented this from occurring.  The repair is covered under the warranty that is on the vehicle at no cost to the customer.  When removing the manifold you can access to all the spark plugs and that is why the advisor suggested to the customer to replace the spark plugs at this time because it could be done at no additional labor due to the fact that the tech is already in the area.  The customer declined but then as per management we did install the spark plugs as a one time good will for any trouble from when she purchased the vehicle.  We also supplied the customer a loaner car at no charge.  The tires measured 4/32 tread wear which is equal to at least ****** miles before needing replacement.  No reason to change tires at this time.  In the future if the customer buys 4 tires from ********************** DCJR we will install the tires at no labor.  The customer must buy the tires from ********************** *****

   

• Initial Complaint

  01/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2016 Jeep Wrangler from this dealership on February 9th, 2021. On July 19th, 2021 I turned in the vehicle for caliper and brake replacement as well as engine lifters, rockers, and camshaft replacement. At this time I also mentioned that the check engine light was coming on, they contacted me later on saying that the ignition coils would have to be replaced. When I had purchased this vehicle I had also purchased a warranty package in which ALL of these repairs would have been covered under. The vehicle was kept at the dealership until august 20th. when I picked up the vehicle, there was engine oil all over the floor and the brakes had not been bled making the car difficult to stop. I was told that the brakes just needed to be broken in and driven on. I returned the vehicle back to the dealership on September 10th, 2021 for the same issues with the braking system which they had previously repaired and also the same engine issues that were being caused by the engine lifters and rockers, and their response was that the parts that they had put in the vehicle were defective. I had also mentioned that the ignition coils had not been replaced when they should have because it was in fact covered under warranty. I did not receive the vehicle back until October 15th, 2021. When I checked the work order they had replaced everything except for the ignition coils which they still claimed were not covered under warranty which I had verified with the warranty company that it was. On October 17th, 2021, my vehicle caught fire while I was driving, just 2 days after picking it up from the dealership. My vehicle was declared a total loss. I contacted the dealership, they showed no remorse and claimed that there was nothing I could do.

  Business response

  01/07/2022

  ***,
  
  Please call us to discuss.
  We appreciate your business and want to make sure we make that clear.

  Sincerely,

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

  Service Manager

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

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

   

• Initial Complaint

  10/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a jeep April 10, 2021, there was a problem and we took it back 4/22/21 and the had it one week. In July there was a problem with the ignition but they did not have a loaner until August, 2021. They kept it for over a month waiting for the part- said it was not covered under the extended warranty that I purchased for over $3,000.00. This repair is close to $1,000.00 when only purchased the car in April, 2021. They only took $150 off the repair. This jeep has been owned for only 3 months where there have been 3 major problems. I should not have to pay for this repair. If we did not have a loaner for the past month, the costs incurred for a car rental would have been astronomical. They said the car went over too many miles to be covered under the original used car warranty, but had we been able to get the car in in July, this would not have been the case. Car upon pick up 10/1/21 still has a problem we have complained about since 4/22/21 on transmission. Car still at dealer

  Business response

  10/11/2021

  We are currently working on fixing the vehicle mechanically.  Service Manager did speak to customer when they went to pick up the car when the car was left again.  ********************** is working with Sales as far as the Warranty issue.  Customer will be contacted as soon as issues are fixed.

• Initial Complaint

  09/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I dropped my vehicle off on a Thursday afternoon at 7:00pm 8/26/2021. After 5 days of not hearing a word from anyone On Monday August 30th I called and was told that they had no information about the car, I was bounced around from one voice mail to another and finally got a call back from the service manager who asked me if I purchased the car there and when I said no, he told me there was nothing he could do for me. It was backed up. On Wednesday I received a text from the technician working on the car that it was in the shop and they were tightening the suspension. I didn't bring it in fro the suspension, I brought it in for a noise under the hood. I have text the technician several times but have not received any response. I have called and was told there is no one to talk to me until 4:00pm. it is now 9 days later and I have not so much as received a phone call to let me know what's going on. Please is there some one who can help me I am a kidney transplant patient

  Business response

  09/03/2021

  Customer spoke to service manager and is rescinding his complaint.

  Customer response

  09/04/2021

  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 and the matter has been resolved.
  
  this is in regards to my complaint  ID #********.   I have reached a resolution with the company and no further action is needed.  Thank you.
  
  *******************************
  ************
  

  
  

   
  
  
   
  
  

• Initial Complaint

  08/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I wish to file a complaint with your agency because I feel that they do not adhere or follow the laws of the ***************** and I feel that they use deceptive trade practices and that they are totally unethical and unscrupulous. I brought my vehicle to this dealership in an emergency on 8/17 due to the loss of power and steering. I requested a receipt because this was my first time using this dealership and the Service Advisor, ****** refused. This facility was given permission to do the recall and nothing else. I never signed any documents authorizing them to operate my vehicle or do any other repairs. This dealer drove my vehicle 27 miles and wasted my fuel and claimed that this mileage was due to a road test because they were not entirely sure my vehicle needed a fuel injector or a cylinder head. This dealer then invoiced my vehicle claiming the wrong repair date and mileage out. They claim my vehicle was driven 1 mile which I feel a bold face lie, ********** was scammed

  Business response

  09/03/2021

  Customer came in on 8/17 as an emergency without an appointment (any other dealer in the area would either not accepted him or not look at the car for 2 weeks) we accepted the car which had never been here before the vehicle came in for a Recall which was for a PCM update for the cruise control. This had nothing to do with the concern of why he brought the vehicle in for which was for a Check engine light and misfire. Why the customer is stating they only came in for a "loss of power steering" and only authorized the recall makes little to no sense as his complaint was for a check engine light. We looked at the vehicle and diagnosed it on 8/18, we called his extended warranty who informed us that the customer would have to bring the vehicle back to his selling dealer which is Bayside. They would not authorize payment to any other dealer the customer didn't want the vehicle to have to go there so he asked if there was anything we could do. We contacted the service manager over there along with the warranty company and convinced them to allow the repairs to be done at our dealer for the sake of the customer. The warranty company wanted us to confirm it needed just an injector or if it was a cylinder head with a road test which is common practice at any dealer. After the road test we confirmed it was the injector completed the repairs and submitted for payment, the extended warranty company sent payment over on 8/19 and the customer picked up.

  Customer response

  09/05/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  First and foremost they did not do my wife and any favors.  Anyone that truly cared about customers would not have adamantly refused people with disabilities a loaner car, rental car or even a courtesy ride home who live in the area.  
  
  Second, refusing to give a customer a receipt when dropping there car off at a dealership is also not right and I believe a state violation.
  
  Third, considering I was told by ****** that my vehicle would not be checked out for several days, and they had no authorization, permission or a signature when dropping it off, how would you feel when your told it is a 3 cylinder misfire/injector and afterwards told they charge $190.00 if they do not perform the repairs?  I honestly felt like that was some sort of a bait & switch scheme.  Mind you I still never authorized anything.  We left this facility and I did respectfully request that they do the recall in a voicemail.  
  
  The next day I received a phone call from ****** advising that my vehicle needed a fuel injector, I immediately informed ****** that I have an extended warranty and gave her the information.  I then personally called Portfolio and spoke with Maleka then I immediately called Bayside Dodge and spoke with the Service Manager, *** and he was well aware of Maleka at Portfolio.  *** felt it was absolutely ridiculous for me to pay $250.00 to transport my vehicle back to him and still have to pay Security Dodge $190.00 check out fee.  *** stated for me to have ****** call him directly and that he would personally walk her through the entire process and that he would release the repairs and the payment.  I honestly dont know what ***** is claiming because I started this whole procedure myself.  I even contacted my auto insurance company because I also have an additional auto warranty/protection plan through them and was inquiring about that as well. 
  
  With regards to my vehicle I find it very interesting and quite disturbing and disgraceful and I feel that they omitted pertinent information and  falsified other information on my repair invoice and documentation.  First off I was not called on the 18th at 12:43pm it actually was the 19th, screen shot attached.  I dropped my vehicle off on the 17th and the mileage was (******) screen shot attached.  My vehicle mileage when picking up my vehicle was now (******), however on my paperwork They claim that my vehicle was driven only  1 mile while in reality it was driven 27 miles.  My fuel went from 1/2 to less than a 1/4, but they did me all these favors.  Ive attached screenshot of the invoice to substantiate my claims.
  
  
  When I questioned ***** about all the discrepancies with the paperwork, ***** told me that 27 miles is basically from ********** to Patchogue?  My problem is that with everything they have done it just keeps getting worse and I wanted to know
  Why someone drove my vehicle that distance without my express written consent or permission.  When I pushed this statement further, ***** then changed his story and now claimed that he had his mechanic take my vehicle on the ********************** East all the way to the **************** and back  to verify it was the injector and not the cylinder head.   
  
  
  All Im saying is that if my vehicle was in fact driven for road test purposes and the mileage that was incurred (27) it should have been honestly, and correctly recorded properly on the paperwork.  Is that so hard to do?  I mean seriously you used my vehicle, wasted my fuel, added unnecessary mileage and then lie and falsify it on your repair invoice?  How is this right, fair or legitimate?  Its bad enough the way this entire situation went down and it left me with a very bad and negative opinion of this facility, and to try and be a nice guy and in good faith I let things go and take it on the chin and then get screwed again in the end.  You would think that in good faith after doing all the rotten things that theyve done and how terribly they took advantage of people with disabilities that at the very least they would correct the invoice that is missing pertinent information and amend incorrect and downright false items in the paperwork?  But why do what is morally or ethically right when I feel they are so used to operating in such immoral and illegal business practice.
  
  
  Please note when I received the phone call on 8/19/2021 at 12:43pm letting me know that my vehicle was done and the cost was $100.00, it would have been nice and helpful to know that if I paid cash that Id be saving a 4% surcharge if I used a credit card.  But unfortunately there was no mention of this.  I would have gladly brought cash to avoid being surcharged $4.00 more for using a credit card.  I feel that it is truly Disgraceful that a business like this gets away with misleading and deceiving customers from the very start to the very end. I feel that there bad faith actions and there deplorable behavior and unethical and unscrupulous business practices are criminal and that they should be prosecuted to the fullest extent permitted by law.  
  
  Thank you for giving me the opportunity to respond to there lies and falsehoods.  
  
   
  **********************
  
  
  
  
   
  

• Initial Complaint

  08/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back in June 2020 we purchased a certified preowned Dodge Durango; 1 year later July 2021 the car would not turn on and had to be towed to this location due to other Dodge dealership would not take a car from this dealership. Multiple calls were placed into the service center and any manager areas asking to view the warranty of the vehicle and no one would return the calls. It was until my husband and I drove after work to the dealership to obtain answers since we knew the car had a warranty; just was not sure which one. They worked on the car, kept it for 2 days and changed the starter and fuel pump. August 11, the car would not start, paid to have the car towed to the dealership to have them view what the problem was. Turned out it was a defective fuel pump and they changed it again, had the car back by the evening. On August 15, did errands all day no problem. Went to move my car and it would not start. As of today, the vehicle has been at the dealership with no communication.

  Business response

  08/20/2021

  ********************* had spoken to the customer today.  The customer picked up the vehicle last night.  She submitted this before picking up the vehicle and everything went well.  *********** Manager called the customer today and she said she did not know how to take this post down but she said everything went well. 

*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. ↩