ComplaintsforMerrick Jeep Chrysler Dodge Ram

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I traded in a 2022 Jeep Wrangler Unlimited Sport S for a 2024 Jeep Gladiator Sport S at Merrick Jeep Chrysler Dodge Ram. The Wrangler was financed through ****** ******************* and the Gladiator is financed through U.S. Bank. I received a call from HVCU stating I still had payments due even though Merrick Jeep had grounded the car and transferred the plates from the Wrangler to the Gladiator. Merrick Jeep managers claim that they had no notification this transaction was happening but took the Wrangler into their possession and handed me the keys to the Gladiator. The Merrick Jeep salesman, *****, apparently does not work there anymore. This transaction happened on June 1st.

  Business response

  07/02/2024

  ***************************** leased a 2024 Jeep Gladiator on 5/31/24. The client was coming out of her 2022 Leased wrangler with ****** miles on it. Never did the customer mention to the dealer that she had remaining lease payments on her vehicle at the time of sale. Merrick Jeep did a courtesy grounding of the clients lease return with her lender to get the car back to the bank she was leasing from. The client signed all lease return documents and never mentioned anything to the dealership that she had 21 remaining lease payments left. We were not made aware of this until the client notified us 30 days later, which at that point was too late for the dealership to make any adjustments. When the client came in to discuss the situation we assisted the client by speaking to the lender her lease was with to see if they can offer any assistance. The bank was firm on the fact that when the client did her lease back in 2022 she entered a 48 month lease agreement, which is a binding contract therefore the client is  responsible to satisfy those financial commitments. 

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bait and switch on ******* of **** Wrangler. I have been servicing my cap at this dealership since I purchased it there. Each year receiving a complementary *** inspection. My most recent visit 3/4/24 I was told since I purchased my vehicle after before 2020 when new owners took over, I am not entitled to complementary inspection. I was told in March of 2021 that since I purchased the vehicle at the location, I would be grandfathered into the new owners vip program. As a result, in 21,22&23 I was not charged (see 2023 bill attached). Additionally details indicating the same is also attached with a message from the ******* department on feb 18 2024 indicating that I need to schedule an apt for an inspection and that inspection is free. When I confronted the ******* manager he informed me that I was not entitled. He provided the following analogy it would be like bringing a ********* coupon to Burger King. I would like to pursue a refund and I would like for the parent company to acknowledge that they are aware of this business practice. In my specific situation I would consider this a version of bait and switch considering they contacted me and offered me the free ******* then told me its not free

  Business response

  03/07/2024

  Good Afternoon,

  Merrick JCDR is responding to the clients comments in reference to a recent visit at our service department in which the client claims he was allegedly declined a free oil change. We have  made several attempts to reach ****************, (Client)  since we were alerted of this issue. Our most recent attempt to contact the client was today at approximately 4pm on  3/7/24. We look forward to the opportunity to speak to the client in attempts to mitigate his concerns.

  We can be reached by the customer at the following contact information below:

  Thank you.

   

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

  General Manager

  Merrick JCDR

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

   

   

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Nov.13,2023 I went to Merrick Jeep with a heating problem (***** Jeep Liberty) After a few hours my car was diagnosed I was informed by Service Advisor (***********************) that the tech (unknown who) stated I needed a Housing Distribution Box,possibly three Actuators,Seal Kit and maybe a Heater Core, but a visible inspection indicate that the core was a original part.I informed them that the heater core was replaced on January 6,2023 while the vehicle was in ********** ******************* Dealer invoice submitted. Two days later I called for a update and was told by another Advisor that in fact the heater core must be replaced and from the tech's experience it was the original Heater Core never replaced. I asked that photos be taken of the heater core in the vehicle and the old heater Core given to me.On 18th I was informed the vehicle was ready I immediately went to pick the vehicle. I asked for the pictures I requested I was told the Tech did not take pictures but did save the old parts and the Heater core. A few days later I went to my Mechanic who stated that the core shown to him was not a original part and was a fairly new Heater Core.I feel that I had no choice but to believe the tech since he stated he could not guaranteed that the heat would work unless the core was replaced and if he had to remove the dashboard again that the cost would be much more.The cost of the core was $559.00.plus labor.Due to the facts I believe I paid for a part I did not need

  Business response

  01/10/2024

     On 11/12/2023  **************************** visited our service center complaining of a "No Heat" situation with her vehicle. She claimed that she had brought the car to another service center out west in ********** and they replaced the heater core and it still was not working correctly. ************** working on the vehicle has over 35 year's experience with the brand and is a Master Certified Mopar Technician and one of our Shop *******. He deducted that the vehicle needed a new Heater Distribution Box, 3 Actuators and potentially a Heater Core being that from what we could see, The heater core may or may not have been replaced, it was almost a year old now and after a year's worth of work, clearly it would no longer appear to be a new unit. We informed them that there was no way to tell at this point, but if we went ahead and replaced everything but the heater core and in fact the core was bad, the cost of the labor to do the job over would be a far greater amount than the cost of replacing the core while we are already doing all the labor to replace the rest of the components. In order to replace the Heater Distribution Box and Actuators would require swapping over the old Heater Core to the new Heater Box, so in essence, they would only be paying for the part, whereas had we performed the replacement of the Heater Box Assembly without the Heater Core and there was still a problem with the heat output, we would have to redo the whole job and clearly this would have a substantial cost increase. So, we gave ******************* the choice on how to proceed and they said to replace the heater core as well, which is what we did. Exactly as requested. We actually have this all documented on a video that was sent to her phone through a text communication platform we utilize for situations just like this. The customer is fully informed and the decision is left up to them to make. They requested we replace all the parts and that's what we did. The car was repaired and is now operating without any issues. This is testament that we performed an effective repair and all the old parts were returned to the customer as promised. I cannot speak to the integrity of ******************* or the mechanic that supposedly encouraged her to file this complaint because ******************* has never visited our service center prior to this event, so I do not have a long history or relationship with her so I can attest to her character. I can only say that we had an agreement to perform the repair and we upheld our end of the deal. The car was repaired as requested and as promised.
  I would like to thank you in advance for your consideration in this matter . We take our business very seriously and go above and beyond for our customers. We have been in the ****************** Industry for over 50 years and work very hard to create the relationships we have with our clients. I hope that you will agree that we have done our best in this matter and find we have done no wrong. Thank you again for your time and consideration.
  
  Merrick Jeep Chrysler Dodge Ram 
  **********************

  Customer response

  01/10/2024

  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:

  In response to Merrick Jeep *********************** was not the person who brought and paid for the vehicle repairs no one spoke to ****. I was told that the Heater Core was not replaced that is was a original Factory part,insinuating that the dealership in ********** did not replace the heater Core,but in fact that the Core  Merrick Jeep replaced was not a original Factory Part it was a replacement part indicating that the dealer ship in ********** in fact did replace the core (Invoice given to Jeep Merrick) again I'm stating that  the Heating Core was more llikely then not that the core did not need to be replaced.In regards to any video sent,I have no idea what your talking about.

  
  

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

  
  
  
  
   
  

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a certified pre-owned 2020 Dodge Durango GT plus on 8/28/23 with a salesman ****** Before competing the sale he told me that everything on the vehicle was good and it passed their certified inspection they do. He also informed me that he only had 1 Key available and I had to come back in 30 days to get a second key for the car. I didnt see that being an issuing coming back for the second key so I completed the sale with him.My First issue is, approximately 2 months into owning the car I took it to my local mechanic who Ive been using for a while and trust to get the oil change on it and to check out a squealing sound coming from the back. My mechanic informed me that the rear brakes were extremely low and almost metal on metal, the rear tires need to be replaced because the inside was almost bald and the tire alignment is off. He recommended me going back to the dealer to seek help because the car should not have been sold in that condition and definitely should not have to be replaced only 2 months into owning. I called up ***** who said hes speak to his manager but I never heard back from ***** until I called back a couple days later, even after emailing him asking for an update. He informed me there is nothing they can do. I had to change everything on my own.My second issue is the second key. I went on 10/7 to get the key and they told me they have to order it and I had to say I lost the key (which I never received) and it would take a week at most. I dealt with ******* from service who told me its on order. I try reaching out and I also leave messages and I never get a call back. I had to walk in to get an answer and was told its still on order. I called ******* on 11/7 trying to figure out what is going on and he said it should be in this week. It is now 11/23 and I havent heard anything back and still dont have answers. I was told originally a week at most and now its been over a month and still dont have any information on this.

  Business response

  11/27/2023

  Good morning ******************,

   

  I will make this right. I just emailed you so you can respond back with the receipt of repairs and I will cut you a check. I apologize for my staff not acting in a professional manor. I will check with parts as soon as they open and will reach out to you. I am sorry for your experience.

  Sincerely,

  ********************* GM.

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hi. I purchased a 2019 RAM **** truck. It was missing a 2nd key and it was sold to me without a spare tire. I called them the day I purchased it 11/4/2023. They said they would put an order in for a 2nd key and spare tire. I've called them 4 times, left messages surg the finance manager and the main # but no one has returned my call. I was able to speak to one person, ******, but she keeps making excuses saying she'll find out info and call me back. But each time she calls me back, it's more excuses. I need my 2nd key and spare tire. Totally unacceptable.

  Business response

  11/17/2023

  Good morning ********************,

  I apologize for my staff not following up or answering your calls. It is totally unacceptable and I will address my staff. More importantly Your spare will be here Monday morning and your Key is cut vin specific by the factory. Now that they are back to work we should have your key by black Friday. I will personally following everything up and make sure as soon as its here I will call you.

  Sincerely,

   

  ********************* GM Merrick JCDR

  Customer response

  11/17/2023

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

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 21 2022 Lost air conditioning contacted jeep service -June 21st brought Jeep in for broken air conditioning- received text updated from *********** at 3:30 pm- tech did not detect a leak with a/c but was low on freon and will be recharging it. Also completed updated to radio and completed recall on airbag. Vehicle was done and picked up.-Lost a/c again within a few days and had to bring the Jeep on vacation to Legoland that weekend -June 29 brought vehicle back into jeep for second look at truck for a/c- found the evaporator is bad and needs to be replaced. Part is backordered and will take 2 weeks to come in -June ******************************************************************** Picked up Loaner- Jeep grand cherokee -July 4th update- still waiting for part -July 5 received text update- ETA on Part is 7/7 -July 6 update- ETA on part is 7/8 -July 8- ETA on part is 7/12 -July 12- ETA on part is 7/15 -July 13- ETA on part is 7/20 -July 18- Part was in and car going into shop hopefully tomorrow July 19 -July 19- received update waiting for tech to start working on car -July 21- Received update tech will start on car the following day but will not be done for a week- was asked to swap loaner vehicle due to mileage and given much smaller vehicle -July 22- text received waiting for tech to start working on the car. Went in to swap loaner vehicle- was given a small cherokee.-July 25- waiting for tech to start working on the car -July 26- received update that dispatcher was told to get car into shop -July 27- received update car was in shop today -August 2nd- no updates to report but received text just to tell me that- but car was in the shop -August 3rd- car was promised to be done by Saturday August August 6th -August 4th received update car was close to being done -August 6th received call vehicle was done and ready for pick up -August 7th Sunday AM- went to pick up vehicle new issues found due to repairs that were completed missing screws windshield linkage and wiper cowl cracked and not bolted in -missing foam or rubber insulation -air hissing in the car -under acceleration you can hear engine in the car must have forgot to put something back- never happened before -antifreeze smell -August 7th spoke with Sales manager ******- swapped keys left my truck and took loaner back for repair- left messages for service writer to call back asap- as well as - Service writer is ********************* -August 8th- spoke with spoke with manager- Service Director ***********************- stated he saw what we were talking about looked over vehicle and addressed issues that were listed as concerned -Driving a cherokee with a lease for grand cherokee l- reimbursement for difference- submitted for reimbursement with **** -August 8th- Received call that vehicle was done and ready to be picked up- went to pick up truck and it still is making noises that were not there before- can hear engine in the vehicle sound coming in from under the dashboard- turned around on the road and left vehicle again to be addressed- left with Loaner -August 9th- They found what was making the noise- rubber flap that got pinched around steering column- ordered flap will be coming tomorrow August 10th- ETA on part is for August 11th August 11th- Vehicle is done and waiting to be picked up Sept 13- tried to use heated seats and steering wheel but would not work made an appointment to drop off 9/15 Sept 15- dropped vehicle off and picked up loaner received call loose connector and was fixed Sept 16- picked up vehicle all was fixed but some pieces aren't quite back in same place in console.1 year later September 4th 2023 While driving vehicle sputtered about 10 minutes later vehicle lost air conditioning Looked under hood- there is a pulley wobbling look like it will fly off September 5th vehicle towed to jeep service, no answer when calling, hung up on, and disconnected at transfer. Went into dealership for answer- 5pm ro created but nothing else. Manager ****** stated will be looked at first thing next morning with update.Stated will look into taking vehicle back. Chrysler can look into buying back vehicle.September 6th- No call backs from jeep, attempts to call with messages left no return calls back until almost 4pm- service writer called to advise car was looked at and parts were ordered for ac condenser but 2 week backorder- stated vehicle was drivable and can be picked up. After much discussion service stated they would do loaner. Received call from loaner coordinator cannot provide loaner until Saturday. Still no call back from manager ****** September 7th- call back from loaner coordinator can provide loaner Friday instead and scheduled pick up. Shortly after Manager finally called back and discussed buy back process stated that I would have to file a form with Chrysler to begin process.

  Business response

  09/24/2023

  Good morning *********,

   

  My name is ********************* the General manager for Merrick JCDR. I have read your complaint and will be gathering all the history and information pertaining to you your vehicle. I want to speak with ****** on Monday  along with my staff and I will call you personally on Tuesday after 10am. 

  Thank you for your cooperation.

   

  Sincerely,

  ********************* Gm.

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On july 26 ******************************************************************************************************* recall # *** this is a stop drive order on my car chrysler ************************ the Recall *** that to remedy, the situation., you must replace R25&S43 which clearly on the mopar site you can see it is satisfied, I called chrysler which i should not have to do i have been lied to hung up on and and flat out been told i cant help you and now because chrysler wont lift my stop drive order i cant drive my car or have it inspected with the fear of getting a ticket. I went down to the dealer and they stated it would take a month to lift the order, i ask why they said that's just Chrysler. That is so wrong i did what was required of me and this is what they do ,What is so hard ? The recall has been completed. I also called Nhts they Said also they are waiting on Chrysler to lift the stop drive recall on my car *********************** Chrysler should be ashamed! Customer#******

  Business response

  08/21/2023

  Good afternoon sir,

   

  We hope that Chrysler lifts the order sooner for you. Unfortunately this is out of our control. The factory has to lift the order.

   

  Sincerely,

  ********************* GM 

  Merrick JCDR.

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a life time warranty on a 2012 Ram from this dealership. Whenever I bring the truck in for warranty service it is kept there for a ridiculous amount of time with no updates from the dealership .Most recent issue was a break line leak I called in February and could not get a appointment until March 7th. dropped it of at 8am on that date. Did not get the authorization for work until March 24th. then was told that parts would not be in until May 8th.. I called on the 11th. and was told it would be ready that week ,heard nothing from them so called on the13th. and was told it would definitely be ready sometime on Monday the 15th. I called on the 15th and left a message no one returned my call. I called on the 16th was told on later then Wednesday, I called Wednesday afternoon and then was told they were waiting on a part and they have on idea when it will be ready. My truck has been siting there for almost 3 months after checking other service records at that dealership my vehicle has spent over a year sitting waiting for service. This has got to be one of the worst dealerships in the state ,they take your money for a warranty and then ignore you,

  Business response

  05/22/2023

  Good morning ****************,

  I apologize for my staff not calling you back. There is no excuse at all and I take full accountability. We completed the service on your Ram but when the tech took a drive he noticed the vehicle not driving correctly so we ordered trailing arms to be changed. Your truck will be completed by Tuesday afternoon and we will be calling you.

   

  Sincerely,

  ********************* GM

  Customer response

  05/25/2023

  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 r

   

     My truck was not ready on Tuesday as promised  by the manager, I called Tuesday and told Wednesday no one called me so I called and was told that they would leave a message on the manager's desk and he would call me first thing Thursday  morning I never heard from the manager I called a couple of times on Thursday  and after being on hold fof over 30mins l was told they were going to test drive it and would get back to me within the hour. That was over two hours ago still never heard back from anyone and don't have my truck.

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

  Business response

  05/26/2023

  Dear ****************,

   

  I am sorry that my staff did not contact you. Your vehicle is being worked on and hopefully will be completed today. I will call you personally around 12pm with an update. 

  sincerely,

   

  ********************* GM

• Initial Complaint

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband brought his truck in to be repaired a month ago. Dodge has not begun work on the truck because they say the warranty company wont answer regarding approving work to be done on our truck. We have called the warranty company and they say Dodge has not called with the codes they need to approve the work. Dodge will not provide us with a loner car as they hold our truck without working on it. We have called numerous times with getting a call back and have been struggling without a car for a month.

  Business response

  04/06/2023

  Good morning *******,

  After reading the complaint I had a meeting with my staff to address the concerns the Lawsons have with there vehicle. Our service director got involved and we are moving forward in completing the work on the Vehicle. I apologize **** *** for my staff not communicating better with the situation. I also applaud you for reaching out to the BBB because this landed in my email. It uncovered less performing staff that We do not want taking care of our clients. I hope that you and your family have a nice holiday weekend.

• Initial Complaint

  03/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 2/14/23 I brought my 2015 Dodge Durango to Merrick Jeep Chrysler Dodge for an oil change and a multiple point inspection. I was told I needed new air filters, a serpentine belt, and PCV value. Merrick Dodge kept my vehicle for 2 days and completed these repairs, $847.63 later. After receiving my vehicle back on 2/16/23 I noticed my glove compartment box was broken and the part that broke off was left on the passenger side floor of my vehicle. Also, my steering wheel was shaking uncontrollably when traveling 30 MPH or higher. I contacted ***** from Merrick Dodge who stated to bring my vehicle in on 3/14/23 (which I dropped off) to have these issues corrected. Service advisor *************************** contacted me stating they replaced the glove box but didn't like how it fit and needed to order a new one. He stated my vehicle wouldn't be ready until 3/15/23 and that he'd personally contact me when the job was complete. He also stated that the tech didn't feel any shaking when they test drove my vehicle. On 3/15/23 I was never contacted by ******. I contacted the dealership and was told ****** didn't come in that day and I'd receive a call back, which I never did. After calling the dealership relentlessly the entire day, I finally got in contact with service advisor **** who stated my vehicle would ready at 5pm. Upon receiving my vehicle, my glove box was corrected and fixed but my steering wheel is still shaking uncontrollably which never happened until I originally brought my car to this dealership on 2/14/23. I don't even want to drive my car on the highway due to the shaking. I purchased my vehicle from Merrick Dodge in October 2015 and I'm considered a "lifetime maximum care" customer. You would think I'd be treated like one. This dealership has horrible customer service and doesn't correct an issue they caused. They promise your vehicle will be ready and then keep it for days without updating you on the status. I will never recommend this dealership to anyone.

  Business response

  03/29/2023

  Good afternoon *******,

   

  Thank you for reaching out. I first want to apologize for the terrible experience your having with us. We are trying to hire more people to help our clients. I will have *********************** our service director call you and have you come back so we can address the issue in a timely manor.

  Customer response

  04/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I have an appointment on Monday April 10th to bring my truck back in to Merrick Dodge to correct the shaking issues. Hopefully they correct the problem. 
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

*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. ↩