ComplaintsforFox Chrysler Dodge Jeep, Inc.

• Initial Complaint

  02/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased my vehicle from them in June 2023 for $26,000 roughly. When given the opportunity for the warranty (which also included undercoating service), I told them I’d think about it. Next day, they had put the warranty on my contract without my approval and added a “miscellaneous” charge for the undercoating which was said to be included in the warranty purchase. I agreed to the warranty (roughly $2800 for 3 year 36000 mile) did not pay for the miscellaneous charge. Not even a month after buying it, I realized the radio was not working properly. I called multiple times to get my jeep in to be diagnosed, finally to be told that they were ordering parts for it because they diagnosed the radio issue. I called again in November 2023 to check in on the progress, turns out nobody even ordered the parts. I was told to wait a month because the radio was on back order and had to be shipped overseas. Waited OVER a month for communication on the status, got sick of waiting, after probably upwards of 20+ phone calls to them. So I ended up cancelling my warranty because I didn’t want to pay for something that wasn’t being used. When going to cancel the warranty (Feb 2024), the dealership told me that I was only getting back $1400 of my $2800 after not even 10000 miles (not even 1/3 of the miles). I disputed this with the warranty company, turns out FOX had pushed the radio claim through completely saying that it was ordered, replaced in my Jeep and completed. Meanwhile, it was never replaced nor did I ever get a proper answer on when the radio would be replaced. So, I ended up getting $2200 back to put directly toward my Jeep. They tried to screw me out of money not once but multiple times. So I still have a Jeep that has a not properly working radio because they wouldn’t do anything about it.

  Business response

  03/14/2024

  The radio that was required to repair Ms. ****** concerns with the said vehicle, was on National Back Order.  The radio was not readily available from our supplier and the radio supplier could not provide an ETA.   At the time the radio was ordered,  it was covered under the extended warranty that Ms. ***** purchased for the said vehicle.  Ms. *****, at that time,  would not have been responsible for the repair costs.
  
  Ms. ***** has since opted to cancel the extended warranty and has received reimbursement for the cancellation of the extended warranty.    The radio has now arrived at our dealership and is ready for installation.  Unfortunately, as stated,  Ms. ***** chose to cancel her extended warranty and no longer has warranty coverage on the vehicle to cover the radio replacement.   All costs incurred to replace the radio are now the responsibility of Ms. *****.
  
  We would be more than happy to provide Ms. ***** with an estimate for the radio replacement should she choose to have the repairs performed.  Ms. ***** needs to contact our dealership immediately if she chooses to have repairs performed.  The radio will be returned to the supplier by our dealership no later than Saturday, March 16th if we receive no contact from Ms. *****

  Customer response

  03/14/2024

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I am not complaining about trying to get the radio repair covered under the dealer warranty anymore. I am complaining about the customer service when it came to discussing the radio installation with the dealership. I called MULTIPLE times over 6 months and it took 6 months to be told it was on back order, before then they knew nothing, couldn’t even tell me it was on back order. Also, they tried to get me out of warranty cancellation money by falsely submitting a repair as completed according to the warranty company. I am very unhappy with this dealership completely. 
  Regards,
  ***** *****
  
  

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My father brought his 2010 ***** *** in to Fox ***** for a recall on 6/19. While attempting to do the recall a screw was being removed and got stuck. According to Fox ***** they could not get the screw off, nor could they rescrew it in, rendering the car undriveable. The car is currently sitting at the dealership and my father has no car to drive. Fox ***** immediately washed their hands of any responsibility, telling us that ***** corp will have to buy the car back and said we’d have to deal with them, That there was nothing else they could do. Fox ***** would not provide a rental for my father. We were just out of luck. I wanted to have the car towed from Fox ***** to the mechanic who routinely service the vehicle look at it to give second opinion. Fox ***** has discouraged this and implied that it may affect of the buy back from ***** Corp. I asked Fox ***** to send me the video and documentation sent to ***** corp, and they have not sent it to me after the service manager said they would. We still have no resolution, we don’t know if ***** Corp is going to buy back the car and how much they would pay out for a 2010 crv. My father still is without a car. There has been no communication from either Fox ***** or ***** corp. I want the video and documentation emailed to me by Fox ***** and I want them to provide a rental car to my father for the inconvenience. It is the right thing to do to take care of a customer who has purchased all their new cars from Fox *****.

  Business response

  07/06/2023

  Fox ***** has advised the consumer Mr. ******, and his daughter, ***** *********, several times that the recall buy-out process for the vehicle in question is facilitated by ******** *****, not Fox *****.  Fox ***** receives direction , if any, directly from ******** *****.  At this time, the process has been escalated by ******** ***** and is under review by ******** *****.  If the consumer has any questions, concerns, etc, they must contact ******** *****.  If they are requesting any documentation, videos, etc, they must request that information directly from ******** *****.  If they are requesting a rental vehicle, that would also be the sole decision of ******** *****.I, *** *********, have contacted ******** ***** on behalf of the consumer, and have been advised of the above.  Unfortunately, Fox ***** is unable to assist any further.Thank you*** *********

• Initial Complaint

  06/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a used car. They had to jump it for me to test drive it. Said it was sitting on the lot to long that's why it didn't start. The next day it was dead at home. Jumped it. Died again 3 times it died on me. Told them I need a new battery. They said it had to be diagnosed told them it tested dead give me a new battery. 4 days without a car and got upset put a new battery in it at my cost. I have the receipt and they won't honor it

  Business response

  07/11/2023

  Customer has been contacted by ***** ******, sales manager, on  7/11/23 at 12:00.  Advised customer we would be more than happy to reimburse her for costs she has incurred.  Apologized for any inconveniences she may have encountered.  Customer will mail receipt to Fox ****** ****** and we will process reimbursement once received.

  Business response

  07/11/2023

  Customer has been contacted by ***** ******, sales manager, on  7/11/23 at 12:00.  Advised customer we would be more than happy to reimburse her for costs she has incurred.  Apologized for any inconveniences she may have encountered.  Customer will mail receipt to Fox ****** ****** and we will process reimbursement once received.

• Initial Complaint

  06/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  April 28, 2023 we purchased a 2016 **** **** from Fox Toyota in Auburn. We traded in our 2016 ****** ***** towards this truck and also paid an additional $14,000 for what we were told was a working truck that had just passed inspection and was ready to be driven off the lot. When we picked the truck up, we drove it home and before we reached home the check engine light came on. I immediately texted the salesman to let him know and he told us to drop the truck off on Monday and they would look at it and fix any issues. I drove the truck the rest of the weekend and it began stalling on me when the truck was stopped and idling. I looked the truck over and found that the back-up camera was also not working and I was never told this was broken on the truck when I test drove it. In addition the truck was leaking transmission cooler fluid from the lines, had a rear end noise and had a broken bolt on spark plug. I called the salesman and was told that the dealership would get everything fixed at the Ford dealer as it was within the 30 days and they told me they don't sell lemons. The truck has been on their lot for almost 6 weeks now and isn't fixed and they have tried to give me a $5000 bill for the repairs. They didn't complete the vehicle plate transfer and my wife got a notice from the DMV her license would be revoked because the ***** we traded no longer was on our insurance. I had to go pick up the plates and turn them in myself. The dealer has not reached out to me, I have had to constantly call them and stop in to try to get resolution to these issues. We have been calling them and they are now not answering my calls. When I stopped by they said it was my liability for buying a truck with over 100,000 miles. My understanding was that I was buying a truck in working condition that has passed inspection and didn't need immediate work done to keep it running. This is unethical. I would like a full refund so I can buy a vehicle elsewhere or my truck fixed free of charge

  Business response

  06/13/2023

  The vehicle is currently being repaired.  Repairs are facilitated by Fox Toyota Subaru.  A mutual agreement was made with Mr. ******* where he will participate in the cost of repairs.

  Customer response

  06/15/2023

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  BBB spoke to the consumer and the following was relayed: I am in agreement with the proposal but would like to see it in writing and have the work is completed in a timely manner before I am satisfied.  This is my work vehicle and I need it.
  Regards,
  ******* *******
  
  
  
  
  

• Initial Complaint

  04/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Purchased a 2019 used vehicle. The dealership incorrectly calculated sales tax and had to pay additional amount when registering the vehicle and getting new plates. They gave me new key batteries and they either did not replace them or only one (I still get error messages on the car for battery replacement). I purchased an extended warranty with the dealership. They gave me 3 options. 5yrs/75k miles($2383), 7yrs/100k miles ($2650), and 7yrs/120k miles ($2750). All confirmed through text message. I puchased the best warranty of 7yrs/120k at $2750. 4 weeks after having the vehicle, there were multiple problems where I took to a dealership. There was small transmission problems and the rotors needed to be resurfaced for being in poor condition. Initially, both the warranty and Toyota Fox said nothing is covered (work, rental car). So Initially I was out of a vehicle for the foreseeable future. After looking into all documents, I see that I paid for the best warranty for $2932 (tax included) and yet my paperwork reflects I have the lowest tier coverage of 5yrs/75k miles. I feel like I was bait and switched on an upsell and all was confirmed through text message. The dealership looked into it and said they actually can only offer 6yrs/100k miles of coverage, at a maximum. Seems like sales fraud to me. They will not reimburse me for anything regarding the warranty and I'm not receiving the coverage I was sold. They tried to helped with me warranty issue and had the extended warranty company pay for some of the work, and said that I had to pay for the rental and other work and they will reimburse me. I followed their word and got the work done and paid for it. They are now saying they are not paying for the uber to the dealership to get a rental ($11) and the gas for the rental ($20). The number of problems with this vehicle sale was outrageous and Fox Toyota died on the hill of not paying $31 in expenses I incurred from their mistake. 0 Stars.

  Business response

  05/15/2023

  In regards to the attached complaint, the consumer, **** ******, was reimbursed for charges in question that he incurred.  The total amount reimbursed was 1,028.94 with a check date of 4/30/23.  The check has been cashed.  It appears the complaint may have been filed prior to the reimbursement.
  

  
  

  Customer response

  05/15/2023

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

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our 2017 truck with only 32000 miles and in great condition suddenly had the transmission fail in August. Since we have an extended warranty we took it to the Auburn, NY dealership for repair. They took an extended time to diagnose the issue then kept telling us they had no idea when repairs would be completed. We contacted Chrysler directly at the end of October. Each time Chrysler tells us parts are in the dealership suddenly decides they need a different part. Now they are saying they still don’t have parts that Chrysler says they do have and the technician is now on vacation so they are still saying they don’t know when repairs will be completed. 4 months is ridiculous. They told us today that we can tow it out if we want. This is a truck we use for my husband to get to work and plow our driveway and family driveways. We need our truck repaired and compensation for the lack of a vehicle for months as well as poor treatment and crappy customer service.

  Business response

  01/27/2023

  Good Afternoon,I am writing in response to the mentioned complaint from ***** *****.We would like to apologize for any repair delay(s) Ms. ***** encountered with the mentioned 2017 Dodge Ram.  Unfortunately, there were supply chain delays for the parts necessary to perform repairs on the said vehicle.  Some of the parts needed were on National Back Order causing a lengthy delay in Fox Chrysler Dodge Jeep Ram receiving the parts.  The repairs have since been completed on or about January 5th, 2023.Should you have any further questions please do not hesitate to contact me.Sincerely,Kim P********, CRMFox Auto Group

  Customer response

  01/27/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The company’s response is basically an excuse.  The complaint is not about back ordered parts it is that they didn’t diagnose and order parts in a timely manner, failed to provide basic customer service, were at times rude and uncaring in the process, never offered an assistance such as a loaner vehicle and caused the repair to take significantly longer than necessary causing us lost time with our vehicle, stress and family concerns trying to live without this vehicle. Even now they have apologized to you via their response but never to us. Regards, ***** *****

• Initial Complaint

  08/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I filed a complaint with the Service Rep Dan (Fox), on Friday, 7/29/22. I was told I would receive a call back on Monday, 8/1/22, but I never heard back from Dan. I had to call back ten days later. Dan told me the Service Mgr was looking into my issue but no response as of 8/31/22.I have the Mopar Extended Warranty on my 2014 Jeep Grand Cherokee Laredo. Mopar told me I would need to take my vehicle to a Jeep Dealership to have Mopar cover the parts and labor. I took my Jeep to ******** in Auburn, NY, on 7/29/22 due to my car shaking while driving. I trust ******** and have never had a reason to doubt their service. ******** looked at my vehicle and told me there were incompatible sizes for the front braking system. The brake pads extended over the rotar edge and caused extreme irregular wear; my left caliper seized up and was most likely the cause of the shaking while driving. ******** found BOTH front calipers fitting incorrectly. Due to the position of the pads, they were being cut into by the edge of the rotors. ******** had to replace both left and right front calipers. The mechanic also stated my Power Steering Fluid was low. I went straight to Fox Jeep after ******** to complain to Dan. On 2/15/21, Fox Jeep removed and sanded, and lube calipers. (Performed caliper service) on all four wheels. On 5/17/21, Fox Jeep stated on the receipt three months later they replaced the front & rear brake pads and rotors, cleaned caliper sliders." On 2/1/22, Fox Jeep performed front & rear brake service ($240); however, the receipt does not state what they did or why. ****** Jeep told me the power steering lines were rotted and leaking; they needed to be replaced….this is TWO months after Fox Jeep had my vehicle! I have reached out to Fox Jeep for reimbursement on:******** service ($538.91) on 7/29/22, the $240 brake service on 2/1/22, service on 5/17/21 ($847.95) for brake/rotor/caliper service-all could have been prevented if the caliper work was done right on 2/17/21.

  Business response

  10/06/2022

  In response to Complaint #1*******, please refer to the following:
  RE:  Consumer request for brake pads and rotors performed on 5/17/21 with an odometer reading of 123,340 in the amount of $847.95? 
  The consumer brought the said vehicle to Fox CDJR with a concern of “over 40mph the brakes shake”.  Fox CDJR diagnosed the vehicle per customer request and advised the consumer we recommended replacing front and rear pads and rotors to address her concerns.  The consumer authorized repairs and we performed a quality repair.  The consumer is not eligible for reimbursement.   
  
  RE:  Consumer request for brake services performed on 2/1/22 with an odometer reading of 133,342 in the amount of $240.00 
  The consumer is responsible for any and all routine maintenance services performed on her vehicle.  The brake services in question are considered routine maintenance and are unrelated to any brake repairs performed 10 months and 10,000 miles prior.  The consumer is not eligible for reimbursement  
  
  RE:  Consumer request for alleged services performed at ******** on 7/29/22 in the amount of  $538.91 : 
  The consumer states she returned to ******** 7/29/22 for repairs to the calipers.  In accordance with any applicable warranty guidelines, if the consumer should have any mechanical concerns, the consumer must return to the dealer, Fox Chrysler Dodge Jeep, for any  potential warranty coverage and/or any type of review for any other type of assistance.  The consumer chose to have repairs performed at an independent repair facility and did not give the dealer an opportunity to review her concerns or inspect the vehicle.  Fox Chrysler Dodge Jeep is not responsible for any charges the consumer incurred at **** **** and the consumer is not eligible for reimbursement. 
  
  Should you have any further questions, please do not hesitate to contact me.
  
  Kim P********, CRM

  Customer response

  10/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I took my Jeep to ******** to have them check on it because I didn’t know what the problem was and wanted the problem fixed so no one (especially my daughter and I would be in danger). Jeep also takes days to get in to get the problem fixed and they are aware that I am a single mom and need to be able to have a car to drive without renting one each time. I have had to rent vehicles twice this year because of how long it takes to get my vehicle in and fixed. 
  

  I feel this is a losing battle with Jeep and will never recommend or shop at Fox locations again.
  Regards,
  
  ***** ******

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have waited 2 and a half months for new keys for my Jeep Wrangler. The doors are not automatic so I am unable to lock them. I have been misled the entire process by this dealership. The keys are lost and they are refusing to assist me in this matter to get it resolved. They gave me a phone number to contact the Jeep Wave program, only for the case managers of that program tell me that the dealership has to rectify this problem, not them.

  Business response

  09/02/2022

  Fox Chrysler Dodge Jeep Ram has by no means refused to assist Mr. *********.  The parts were not available through Chrysler Corporation for an extended amount of time, and our dealership was monitoring the status of them every day.  The repairs in question have been addressed and Mr. *********'s vehicle is repaired, with a service date of 8/25/2022.
  Thank you very much!
  Kim P********

  Customer response

  09/02/2022

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  What Kim has conveniently left out is the repairs done are only a portion.  I still need to drop my vehicle off on September 6th and they have it for the entire week!  With no rental coverage from them.  She also left out the repeated phone calls made (by me) to get my parts expedited because they could not be bothered to reach out to Chrysler.  She also leaves out the fact that some of my parts were there at the end of July, but their body shop could not be bothered to check.  This is another blatant lie on their end.  I demand a full apology from them for leaving me in the dark and not expediting this process as I had asked for 2 months go.

  Regards,
  
  ****** *********
  
  
  
  

  
  

  Customer response

  09/20/2022

  My Jeep needed to be dropped off and left there for 2 days for the work to be done. I was informed of this.  I was notified on 9/7 that an additional part would be needed and it was ordered emergency shipping for 9/8.  On 9/8 the part did not arrive, and nobody at the dealership could provide me tracking for the part.  Again, I was forced to do their job and contact the manufacturer.  Which wasted 2 hours of my time just for them to put in a claim to find the part.  9/9 dealership stated they would get the part from a vendor by noon.  I indicated that was ok and they said the vehicle would be done promptly after lunch, which was 12-1. I was unhappy but had no choice.  Vehicle was not completed before I had to go to work in the afternoon on 9/9.  They indicated to me that since I could not get there by the end of Friday, I can come Monday to get it.  At this point I said it was unacceptable and demanded to pick it up Saturday which was done.

• Initial Complaint

  03/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was sold a ***** warranty that I was told covers everything that is not regular maintenance. Now I was given a booklet on what it covers but there is no way they could possibly list every single little part. So when the finance manager says it covers everything not regular maintenance I took it at face value. Took it in for 2 issues. The first was a heat issue. Was told it was the blend door actuator gear and it would cost $750. Blend door actuator gear definitely is not regular maintenance but still not covered under the warranty. The second issue was a slight noise I was hearing in front end when hitting bumps. I was told it was inner and outer tie rod ends and that the rack was bad too however they didn’t write the rack up on the estimate. For those that don’t know you absolutely know when your rack is going bad so that just blew my mind. Rack was covered and inner tie rods were covered under warranty but outer tie rods were not. $550 for outer tie rod ends. What they don’t know is I work at an automotive repair shop. I would have just taken there if I didn’t have a warranty that covered “everything not regular maintenance.” Needless to say I told them to put it back together and I’ll come get it. Issue number 1, part was less than $20 and book labor on 2 different professional software programs was 1.1 hours. So apparently their labor rate is somewhere around $700/hr. Issue number 2, had my mechanic look at it. He said inner tie rod has very little play and he wouldn’t mess with it for right now. Outer was fine and obviously no issue with the rack. Not to mention outer tie rods are about $50 per and book time on that for both sides is 1 hour. I had to pay over $300 just to get my vehicle back. Made multiple calls and VMs just to be told nothing they can do. Plus had to pay my mechanic to fix it. I feel that I should be reimbursed for both the $300 as well as my warranty (roughly $3000) as it was sold to me on false pretense.

  Business response

  04/04/2022

  Mr. **** was sold an extended warranty under the prior ownership of Fox Chrysler Dodge Jeep Ram.  The current ownership did not sell the extended warranty to the consumer.  Should Mr **** want to cancel his warranty for any reason, he may contact the extended warranty company for reimbursement.  The extended warranty company will provide to him the cost of reimbursement he is eligible for. Mr. **** authorized Fox Chrysler Dodge Jeep Ram to proceed with diagnosis on the concerns in question.  The costs charged to Mr. **** to diagnose the concerns in question, were authorized by Mr. ****.  Mr. **** is not entitled to reimbursement. Our apologies that  quotes provided to Mr. **** on additional repairs  did not meet his expectations. Sincerely, Kim P********, Fox Dealerships

*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. ↩