ComplaintsforNorthtown Chrysler, Dodge, Jeep, RAM, FIAT

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dodge vehicle warranty case (2024): Feb 10th: Car just shuts down in the middle of the road with no prior warning on the dash Feb 12th: Car towed into Northtown Dodge service Feb 12th - 19th: Engine torn apart to diagnose the issue (given a go-ahead by me prior), general quote of $11k given to me for new engine. Cause (stated by dealer): oil leak at faulty oil filter, no oil in the engine, causing the engine to be seized up. Warranty claim filed by me with Dodge (car has 20k miles, warranty good until 35k miles, bumper to bumper manufacturer's warranty). Dealer tells manufacturer it's not warrantable. When I try to reason with the dealership, they keep bringing something up like having an after market oil filter, owner having the responsibility to maintain everything etc. The car was maintained properly, never missed oil change, serviced both times at the dealership. Didn't own the car long. Feb 24th: Claim filed with ***** ***** which is where I got my last oil change done and the oil filter was installed during oil change. I make an in-person visit to the dealership to get an invoice on the repair, service manager at dealership changes his words on faulty oil filter but does confirm the issue's caused by oil leak at filter. Feb 29th: Dealership service manager says the car had never been scanned for codes/warnings prior to them tearing down the engine. I have this in recording. This proves they had never scanned for codes before telling manufacturer this is not a warrantable case. Mar 5th: I tried escalating the issue with dealership management (director, fixed operations) and he gets aggressive over email exchange and tells me the vehicle will be readied to be removed. Mar 7th: No progress on warranty claims with Dodge or ***** ***** about the claim. Dodge only goes off what dealer tells them. With Director at the dealership being aggressive, Dodge only listening to the dealership, ***** ***** not getting back to me, I am stuck.

  

  Business response

  03/08/2024

  The vehicle was towed to Northtown Dodge on 02/12/24 with an engine complaint.The customer authorized tear down and inspection.Diagnosis determined that the oil filter was loose and there was little oil in the crankcase.  This resulted in the engine failing/seizing due to a lack of lubrication.  The oil filter is from ***** *****.There is no maintenance history with Northtown.Telematic code retrieval is not relevant to the situation at hand in as much as the engine will not run, the damages is due to outside influence and any hard codes are still stored.Stellantis has spoken with the customer and the dealer and declined to participate in the repair.  The dealership has conveyed this to the customer who does not accept it.As of March 12, 2024, the vehicle will have been idle for 30 days and we will classify it as abandoned. Given that the customer declines to accept responsibility for the failure and has not made an effort to facilitate repairs we will classify the vehicle as abandoned on 03/12/2024 and assess storage charges retroactive to the date of last repair.  The customer was notified that Northtown declines to perform the repairs under these circumstances and that the vehicle needs to be removed.  

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

     Vehicle was purchased on June 2023, August 1, 2023 I was rushed tp hospital and was there and in rehab until Sept 23, 2023. After 1-2 weeks of being home, I was able to move around. I proceeded tp start vehicle & go food shopping. This was when the frequent problem started: it wouldn't start. Many times (3 Documented) I had to call my auto insurance's roadside assistance. I did mention it to the dealer's salesmen only to be told "because it's a ****, you have to take it to a **** dealer. (I have an email from the salesman who sold it to me offering me to trade it in - for proof) I can take back t Northown CJD. Otherwise, it sits in the apartment building's lot.

  

  Business response

  01/22/2024

  We are unaware of the client’s concerns.  We will arrange to look at the vehicle for her. 

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

     I brought my truck to Northtown Dodge and told them what my issue was with the truck. Their Diesel technician and I even went for a test drive. He told me that he knew exactly what the issue was. Over two weeks later I picked up the truck and the issue was still there. Th supervisor told me that since my truck was programmed they couldn't figure out why it was still shaking. The  parts they did replace did not resolve it. By this time I had already handed over my title in promise to pay by 1/31/24, but that was before I left with the truck and realized the problem was still there.

  

  Business response

  01/02/2024

  This vehicle has been modified and we should not have attempted a repair.  There will be no charges or any further attempt to repair.

• Initial Complaint

  12/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased brakes and rotors back in May/2021, when discussing what service was performed, i ask what is the warranty all in return all was said "12 months or 12,000 miles. I had a oil change done back in August 2021 and they did there normal check, they stated "brakes are at 50%, still good, i then replied "its still under warranty correct?" The service manager stated back after he check in the system "yes, you still have to 12 months or 12,000 miles". Not once did they state what is covered and what is not. I took the vehicle in December 15th 2021 to have my brakes and rotors changed to take advantage of my warranty since my brake pads were low, the service manager states "its not covered under the warranty" this the same person that stated back in August that its still under warranty. So i then explained that no one before December 15th 2021, stated what is actually covered and what is not. The service manager continues to disregard what im saying, so i then stated that "i shouldn't be responsible when it was NEVER stated to me what is covered and what is not, and that i shouldn't be charge for this because its not my fault when i asked multiple times about the warranty" he stated "i am still liable regardless" after i just told him multiple times his service advisors NEVER once told me anything other than "12 months or 12,000 miles" so then they tell me i have to pay another "$200.00" after i just paid "$500.00 in may" that was supposably under the warranty. Then i had to pay for an uber to get back to the dealership.. This is ot something i am happy about especially after purchasing 2 vehicles from there. I demand a refund

  

  Business response

  12/17/2021

  This concern is listed under Northtown Dodge and reports the customer to be ***** *******.The documents attached are from Northtown ***** and the customer of record is ******* ******.******* ****** dis have rear brake pads and rotors installed in a 2014 ****** ********** on 05/21/2021 @ 95,732 miles.  These components are warranted against a defect in materials or workmanship for a period of 12 months or 12,000 miles.On 12/15/2021, @ 107,084 miles, ******* ****** present his 2014 ********** for repair and had the right rear caliper replaced due to being seized.  The caliper failure damaged the pads on the right rear.  This is not a pad failure, but rather resultant damage to the component.  Northtown can understand how this can be confusing to the consumer and has offered to refund the cost of $218 to Mr. ****** as a goodwill measure.

  Customer response

  12/17/2021

  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. How do i go about actually getting the refund?...please advise  Regards, ***** *******

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Deceptive and misleading practices Failure to honor warranty or guarantee The dealership has been making repairs to the van for going on 4 months with very minimum communications and updates

  

  Business response

  11/30/2021

  We don't know what the customer alleges in stating "Deceptive and misleading practices Failure to honor warranty or guarantee". Northtown has had the vehicle since 09/27/2021 with an engine mechanical problem.  Parts were ordered on 10/02/2021.  COVID has impacted the availability of both parts and personnel.  The parts are all here and the job is in the que for repair.  We anticipate completion in the next week. Northtown apologizes if the customer feels that he has been mislead in some manner.  We can certainly release the vehicle back to the customer to have the repairs completed by a facility that he has faith in.

  

  Business response

  12/02/2021

  We will have someone contact the customer then with an update and notify him when repairs are complete. 

  Customer response

  12/02/2021

  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.  Regards, **** ****

*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. ↩