ComplaintsforLarchmont Chrysler Jeep Dodge

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a 2020 Jeep Overland Grand Cherokee from this dealership.This fall troubling smells started emanating from the vents. The Jeep was lightly used, having only 8000 miles on it at that time. The car was still covered by warranty. We took the jeep in for service in October. Exact dates are on uploaded documents.The car was returned a few days later. The odor was still present. We had to return the car for more service. This time, the car remained on their lot for a month and a half. When they the returned the car, the problem was not fixed. The car was also returned to us with damages. Also, while the car was on their lot, one of their employees stole a check out of my car and stole $500.We brought that car back for a third time. The car was still not fixed. To this day, the car still has an odor, and we have to drive with the heating/ ac unit off and the vents closed.When we brought the car back for a fourth time, we were met by a manager who was leaving. He advised that we should not bring the car back, the service department there is understaffed, they have no parts and no equipment, they don't care how long cars sit on their lot, and they do unnecessary labor when working on warranty-covered vehicles so they can overcharge Chrysler. He advised to take the car elsewhere, and said the owner won't help us because she knows this has been a bad experience and we won't by another car from her.We did speak to the owner, *************************, who was very dishonest, rude, and constantly overtalked us. She denied responsibility for damaging our car and refused to offer us any restitution,. Overall working with this dealership was a nightmare.In the 3 months that this went on, we incurred $ 3040 on car rentals, had $2400 in damage done to the car, spent 870 in lease payments for a car we couldn't use, and incurred $200 dollars in late fees due to the stolen check, since I had to cancel my autopayments and start again with a new account number.

  Business response

  04/24/2024

  We are sorry to hear that you were not satisfied with your service experience. *****, the Service Manager has reached out to you to bring vehicle back to review any ongoing concerns, but you have not responded to his phone calls.

  This case is currently under review with the manufacturer. The car rental is not covered under warranty and the manufacturer has reimbursed the customer on a goodwill basis.

  Auto body repair is not covered under warranty nor by dealership, as stated in previous conversations with customer. Our mechanic states damage was already on vehicle when bought into service.

  Customer has been advised not leave valuables in vehicle when bought into service. Our dealership reviewed this complaint with service department and fired the employee in question.

   

   

   

   

   

  Customer response

  04/29/2024

  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:

  [Your Answer Here]

   

   Response from dealer completely and wholly inadequate. Negligence, indifference and profound levels of unprofessionalism cost us use of our vehicle for 6 months and thousands of dollars. We require monetary compensation from this dealership or we will continue to pursue all available options. Furthermore, this dealership is not sorry we had a bad experience. We spoke with the owner, and she was defensive, unapologetic, and conformed to the negative dealership of car dealers in every possible way. Also, please feel free to post all this information on your website. In time, I fully intend to make my experience at this dealership well known.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

• Initial Complaint

  11/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought my 2018 Jeep Grand Cherokee at Larchmont Chrysler in July 2019. In May 2021, service was performed on the "Start-Stop" feature. In September 2022, the same light and the check engine light went on. I took my car in on September 12, 2022 and spent $1408.88 to fix it. In addition, they kept my car for almost a week and I had to rent a car, another almost $204. After I picked up the car, the same lights went again. I brought the car back in, and after over a week of being in the shop, I was told now the car needed a cylinder head for the engine. This time the service manager agreed to pay for my rental. I called constantly, only to be told my car is not ready. I went to the dealership October 29, 2022 and spoke to the chief mechanic, *******, who informed me the I would have my car back on Monday, October 31, 2022. I did not hear from the service department on the Monday, and gave them until Tuesday, November 1, 2022. I called on Tuesday only to be told by the service *********************** that now my car needed 2 more parts, one of which he does not have an ETA on. He also said he was no longer authorizing my rental as it was "not his problem". When I told him I needed my car to work, he said "that's your problem." I told him that I was told by the mechanic on Saturday that he fixed the problem and would have the car Monday. ***** told me that once my engine was "put back together" and ******* took it for a test drive, the check engine light went back on! I cannot believe that this dealership has had my car in and out of service since September 12, 2022 and still cannot diagnose and fix the issue! I asked the service manager ***** what parts my car needed now and he refused to tell me. In addition, I asked ***** for the information for the owner of the dealership which he also refused to give me. So now my 2018 car has been in service for weeks, with no end in sight, according to the service manager. I need help with the issue now please! Thank you!

• Initial Complaint

  09/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Having vehicle issues with my radio, rear camera, and ability to increase speed. Called this dealer August 24, 2022. They stated Id have to wait until September 7, 2022 for an appointment. Brought my vehicle to the dealer 9/7 at ****. They advised me that it would be an all day inspection. I called at **** for an update. They told me vehicle isnt ready yet. I asked for a loaner or rental car. They stated theyll call me back. I get a call at **** stating my vehicle is ready for pickup and that they were unable to duplicate my complaints. Checked my dashcam to see what they did. They spent a total of 10 minutes on my vehicle AFTER I called them. Service stated that if they issues persist, I can bring it without scheduling an appointment. Went back 9/8 since issues persisted. They stated theyll order parts. No calls. No updates. Ive sent an email to their GM. No response. Every time I call, ** told that the part hasnt arrived yet. Dealer calls me 9/27 to as if they issue is still occurring. I state yes. They said theyll order the part.I bought the extended warranty for issues like this. This dealer has failed to fix issues that is covered under the warranty. No one has updated me unless I call asking for an update. I call once a week to see if anything has arrived. No one has responded to my emails regarding concerns. Total lack of accountability and responsibility from this business.

  Business response

  11/03/2022

  I spoke to ******************* earlier today and the issue has been resolved.

   

  His main complaint was that  our ******* Manger at the time , *********************** did not get back to him concerning intermittent issues with the backup camera not working.

   

  I explained that *********************** is no longer employed at the dealership and in the interim he can contact me or ******************* (Sales Manager)  directly with any concerns. I also explained to him that the ******* Department technician has to be able to duplicate the malfunction  in order to repair it. If the technician cannot do this at time of repair,  it does not meet the criteria for repair under the warranty  guidelines.

   

   

  Please let me know if there is anything else I need to do to close out this case.

   

  Thank you,

   

   

   

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

  General Sales Manager

  Larchmont Chrysler Jeep Dodge Ram

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

*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. ↩