ComplaintsforEmpire Chrysler Jeep Dodge Ram of West Islip

• Initial Complaint

  10/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I brought my car to the dealer to have issues fixed with my idiot lights coming on3 trips later Im having the same problems & now my speedometer is not working while I am driving. I feel this is dangerous & they do not. They feel I can drive the vehicle for 2 weeks while I wait for a loaner car.

  Business response

  10/03/2024

  The dealership's service manager and the consumer have been in contact with one another regarding the status of the consumer's vehicle.  The dealership has fixed several issues with the vehicle that have been covered under the vehicle manufacturer's warranty.  The issues which have arisen since the dealership's warranty repairs have been unrelated to the repairs that were performed.  A third-party mechanic apparently installed a battery in the subject vehicle and the dealership is not ruling out the possibility that the installation of the battery may have led to some of the mechanical issues which the consumer is experiencing with her vehicle.  The dealership will remedy all diagnosed issues with the subject vehicle and will do so as quickly as possible while prioritizing the safety of the consumer.  We understand the consumer's frustration and we are doing everything in our power to address the consumer's concerns with her vehicle.

  Customer response

  10/03/2024

  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 

  when I called the dealer about the problem, which I am still having, they told me I needed a battery. I replaced the battery. I took my jeep to the dealer for the same problem that I am still having. It has been there 4 times already & I am still having the same exact problem. I am told things cant happen while the check engine light is on & they are happening. Suggesting I go to another dealer is poor customer service in my book. They said I could wait 2 weeks for a loaner car & when I tried that route I was told it would be longer than that by *********. Whos telling stories? 

   

  ******** ******
  
  
  
  
   
  

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my truck in for a ntsb recall of the clutch pad. The dealersip took three days to fix the recall. When I got it back the clutch broke less than 24 hrs later. The dealership had it towed back and it has been there for three months. They tried returning it to me with what they said would be an intermittent reading of "service transmission" that they said was a software issue that Chrysler has no update for. I can not get the car inspected or even sell it with this light on. Secondarily my mechanic said this is a safety issue if the transmission stops communicating with the engine. I refused to take possession of the car this way. **** said after 48 hrs I will be charged storage fee

  Business response

  07/22/2024

  The business has been keeping the customer apprised of all recent developments regarding the repair of her vehicle.  The dealership has been collaborating with the vehicle's manufacturer, Stellantis, regarding the issues with the customer's vehicle and, as per Stellantis' instruction, the dealership is replacing the subject vehicle's clutch.  To minimize the inconvenience to the consumer, the dealership has provided a loaner vehicle to the consumer at no cost pending the completion of repairs to the vehicle. 

  Customer response

  07/23/2024

  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: The assistant service manager contacted me last week and stated that they had been in contact with their engineers and they determined that the "service transmission" light may now be due to a defective part on the clutch. Their recommendation was to change the clutch out again. The clutch at this point, has been changed out several times with no rectification to the "service transmission" light. The service manager also echoed that thought that he did not believe this fix would rectify the "service transmission" light issue.  I will be satisfied when and if I receive my vehicle back in working function.

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

  Business response

  07/29/2024

  We understand the consumer's frustration.  The dealership has been collaborating with the vehicle's manufacturer to repair the consumer's vehicle. We are replacing the vehicle's transmission as per the direction of the vehicle manufacturer. In the event that this repair does not resolve the issue at-hand, we will continue to work with manufacturer and the customer to get the vehicle repaired.

  Customer response

  07/29/2024

  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:

  My vehicle is still not repaired. The dealership has had my car for four months now. I have not heard from them regarding this repair. My complaint will be satisfied when I get my vehicle back completely repaired.

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

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My experience with the sales team at Empire CJDR was generally positive. I worked with ******, the sales manager, to purchase a 2021 Dodge Durango GT, and ************************* assisted with financing, providing great service throughout the process.However, after a few months of driving the car, I encountered an issue where the radio, screen, and other components would remain on for an extended period after turning off the engine. I brought the car in for service to address this issue, and although the repairs were completed as intended, I discovered that my leather seat had been scratched/scraped during the process upon picking up the vehicle on 4/10/24 I promptly brought this to the attention of the service advisor before leaving the lot. Despite my concerns, I was informed that the damage was considered normal wear and tear, which I found disappointing as the damage was not present prior to the service.Overall, my experience with the dealership's service department was unsatisfactory. I would caution others to exercise caution when dealing with them, as my experience left me feeling dissatisfied and I thoroughly regret bringing my pride and joy to the service department at Empire CJDR

  Business response

  04/15/2024

  The dealership's service manager contacted the consumer this morning (April 15th) and advised that the dealership would be addressing the consumer's concerns as a gesture of goodwill and in the name of customer service.

  Business response

  04/15/2024

  The dealership's service manager contacted the consumer this morning (April 15th) and advised that the dealership would be addressing the consumer's concerns as a gesture of goodwill and in the name of customer service.

  Customer response

  04/16/2024

  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

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I Purchased the vehicle September. 30, 2023. The vehicle was brought back on November. 6, 2023 for service due to Check Engine Light and vehicle not running right. The dealership told me there was nothing they could do at that location, and I had to bring it to the Sister ***** which was Empire of Huntington. My vehicles Transmission, Starter and Severe Smoke coming from the Egoist made the vehicle non-drivable. Empire of West Islip had my vehicle towed to Empire of Huntington on March 15, 2024. At this point my car was lost and could NOT be found due to lack of information Empire of West Islip failed to tell Empire of Huntington. The did not have my information and located me from the previous owner. I have 2 warranties on the vehicle and still have NOT had any parts ordered for the car or have had a Full Diagnostic Run. They made me paid $800 out of my pocket for a rental which is supposed to be reimbursed. They have lied to me every step of the way. They sold me a LEMON and are doing nothing to help resolved this matter. My documentations are not correct, I don't have my written signatures on any of Documents, Contract or Bill of Sale.

  Business response

  04/15/2024

  Upon receiving the consumer's complaint through the BBB, the dealership contacted the consumer and resolved the matter to the satisfaction of both parties.  The matter will be resolved upon the dealership's delivery of a goodwill refund check, which should be delivered to the consumer this week.  

  Customer response

  05/29/2024

  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:

  My vehicle has been under service with Empire Chrysler Jeep Dodge Ram of West Islip now since MARCH 15 2024. We are going on 4 months. This place sold me a Lemon and instead of doing the right thing I'm out thousands of dollars. I'm still paying my car insurance and car payment. This is my second complaint I have made about this issue. ***** the General Manager told me I should be happy that I have a 2024 loner vehicle! What's the problem? This place screwed up my warranty that I was paying additional for then tried to cover up their mistake and give me what I should have been intitled to from the very beginning. Now my car has been in for service since March 15 with both turbos blown and at this point didn't even fix the other issues I was experiencing. **** told me he would give a check for the car (because he knows he sold me a lemon) and then when the "Parts came in" **** told me he wasn't able to give me a check for what my car was worth and if I wanted a new car, I would have to put down an additional $5,000. NEW YORK STATE LEMON LAW says," if the car has been out of service for more than ******************************************** give you a comparable replacement vehicle." Besides the fact that I ****** the car back for service 3 weeks after purchasing this Lemon SEPT 30, 2023. Now I have to seek legal actions. I want a check for what my car is worth, I want a check for my insurance I have been paying and I want a check for the car payments I have been making for the 4 month my car has been in for service and I NEVER WANT TO DEAL WITH THEM AGAIN!!!!!! DO NOT GO TO THIS DEALSHIP!!!!!   Refund
  

  
  
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  Business response

  06/17/2024

  The dealership has kept the consumer apprised of the status of repairs and the cause for the delay in completion of said repair (i.e., the delay in receipt of parts that were ordered to repair the vehicle).  The dealership and the consumer resolved this issue as evidenced by the attached General Release, whereby the dealership provided a goodwill refund of $1,082.62 to the consumer.  The dealership will continue to do everything in its power to repair the consumer's vehicle and return it to her as quickly as possible, however, as has been explained to the consumer, the dealership has no control over the delay in the delivery of parts.  We certainly understand the frustration this has caused the consumer, but the dealership has made every reasonably good faith effort to repair the vehicle and will continue to do so. 

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  EMPIRE CHRYSLER DODGE ******** RETURNED MY VEHICLE DAMAGED AFTER I REFUSED TO HAVE THEM SERVICE IT... I DISAGREED WITH THEIR ***** DOLLAR REPAIR BILL AND STATED I WAS GETTING A SECOND OPINION. UPON HAVING THE VEHICLE RETURNED BACK TO MY RESIDENCE THEY WAS DAMAGE TO THE TRANSMISSION CASE AND PARTS IN THE BACK SEAT AND 4 LARGE BOLTS IN THE CUP HOLDER... MY VEHICLE THEN LEAKED OUT ALL ITS TRANSMISSION FLUID... 2) EMPIRE CDJR TOLD ME 190 DOLLARS TO DO THE DIAGNOSTIC WORK. THEN SEVERAL DAYS LATER SAID THE *** WOULD NOW BE CLOSE TO 700 DOLLARS. 3) MY VEHICLE HAD A SERVICE BULLETIN AND RECALL FOR THE "SERVICE SHIFTER" IN 2020 IN WHICH EMPIRE CDJR OF WEST ISLIP NEVER FIXED WHILE UNDER WARRANTY... 4) EMPIRE CDJR HAS A TERRIBLE REPUTATION AND THEY HAVE DONE NOTHING TO WORK WITH ME...THEY CHANGED THEIR INITIAL *** AND THEN RETURNED MY VEHICLE DAMAGED...

  Business response

  08/14/2023

  The consumer's complaint misrepresents the facts at-hand.  ************** had his vehicle towed to the dealership in February 2023 while it was inoperable and after he (or someone he had authorized) removed the gear-shifter and center console apart.  At the time ************** towed the vehicle to the dealership (without providing prior notice to the dealership of his intent to do so), the dealership advised him that there would be a wait to diagnose his vehicle considering the high volume of work/customer the dealership had at that time.  ************** was given a loaner vehicle so he would not be without a vehicle while his car was at the dealership. 

  After the dealership diagnosed the issues with ****************** vehicle, the dealership advised ************** that his vehicle was out of warranty and, further, what the cost of the repairs to his vehicle would be.  ************** declined to authorize repairs and his vehicle was returned to him in exactly the same condition it was in when he towed the vehicle to the dealership in February 2023.

  With respect to ****************** allegation that the dealership failed to perform services included in a service bulletin from 2020, ************** is confusing a recall with a service bulletin.  A service bulletin is an internal document from FCA to its dealership body which, in sum, states that FCA has noticed certain issues which are common in certain vehicles.  A recall notifies all dealers of a manufacturing issue and requires dealers to perform repairs on all such vehicles.  A dealer is required to perform repairs included in service bulletins only while vehicles are under warranty, which ****************** vehicle was not. Prior to ****************** February 2023 visit to the dealership, he had not been to Empire CJDR since October 2019. 

  Customer response

  08/16/2023

  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 resolved because:

  Please let me address ALL the misinformation in Empire CDJR's response to my complaint... 1) I never had anyone look at the center console shifter before my vehicle was towed there on Feb 7th...  2) I did in FACT have an appointment with Empire for Febuary 7th and have provided the text as proof... So Empire at best is incorrect about me not giving prior notice or at worst they are lying... 3) The Shifter was defective and I was at Empire several times not just in October 2019 (another false statement due to Empire not keeping any records or whatever other conclusion you want to draw from this) 3) I most certainly are not "confusing" recalls with service bulletins...  I was at the dealership for this several times in 2020, 2021 and 2022 only to be told that they did not have the part in stock and that they would call when they did... I never received any callbacks from Empire... I have also included the Service Bulletin in question... In closing... Empire CDJR is mistaken or incompetent or outright lying about this whole matter... I have no recourse other than this BBB complaint warning the public at large of what my experience was with Empire CDJR... They took 3 weeks, increased a 190 dollar diagnostic fee to 700 dollars once they had my Jeep, stated this could go towards the repair if I chose to do so, hit me with an incredible **** dollar fee for a bad shifter, transmission, batteries and motor mounts! When my vehicle was towed backed to my residence on a flatbed truck it had parts in the back seat, bolts in the front cup holders and a CRACKED transmission case that would have leaked out 6 to 7 liters of oil which there is no sign of anywhere other than what little remained and dripped out in front of my house when it was towed back... This indicates that this massive amount of fluid was lost at Empire CDJR when they were in possession of it... I will NEVER buy a Chrysler vehicle again... If you're looking for a dealership that stands behind their product and works with their customer, ********************** CDJR is not it... Lastly, I am also in contact with Chrysler's Corporate Offices...These pictures show all the additional parts and bolts removed that were never replaced... It's as if once I said I want a second opinion they just left everything apart... 
  
  ***********************
  
  
  
  
   
  

  Business response

  08/28/2023

  As stated in the dealership's response to ****************** initial complaint, the dealership did not perform any repairs once ************** declined to authorize further repair.  Upon his rejection of further services, the vehicle was returned to him in the exact same manner in which it was brought to the dealership.  While the dealership was in possession of the vehicle, the dealership performed no services aside from the diagnostic work authorized by **************, so for ************** to accuse the dealership of causing damage to his vehicle is unsubstantiated. 

  Around the time of his February 2023 visit to the dealership, ************** advised that he had a family member who worked for Chrysler and he would be contacting that family member regarding our statement that the warranty on ****************** vehicle had expired and, thus, the repairs we suggested would not be covered under warranty.  We encourage ************** to contact Chrysler and we would offer to contact Chrysler about the repairs to his vehicle should ************** want us to do so.  

  Customer response

  08/29/2023

  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 resolved because:

  Once again, Empire CDJR is in complete denial and is fact lying about the facts of this matter... At this point they're just repeating the same thing over and over... I have provided as much written and visual information as I possibly can, and accept that they will not be doing the right thing or at least admitting that they never put the parts back together before returning my vehicle... I originally supplied them with copious notes about what my vehicle was and wasn't doing, I'll state the facts again... Empire CDJR (AKA Atlantic)  told me $190.00 to do the diagnostic work and then called me on the phone and changed it to close to ****** dollars just to look at it... They killed the batteries, cracked my transmission pan, and left bolts in the cup holder and another cover to the undercarriage in the backseat with more nuts and bolts wrapped in cellophane... This is fact and I have absolutely have no reason to lie about any of it... Short of me having a photo or video of them cracking my transmission, can I prove this? Well, no...But the pictures show the cracked pan (which was never mentioned by Empire CDJR) and the pictures show the bolts and parts in the back and more nuts and bolts as well... If the transmission pan was cracked any other way there would be damage to lower hanging parts like exhaust pipes etc,,, There in none. ONLY directly to the transmission pan which is higher up... I do not except their replies and I stand by my statements. People can make their own decisions on this whole matter and the integrity and honesty of my statements vs Empire CDJR's... Personally, I will never deal with them again for obvious reasons... Lastly, to speak to my character, this is my first and only BBB complaint in my entire life... 

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

• Initial Complaint

  07/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They keep sending me emals congratulating me on my new purchase and signing my email up for jeep products for buying a new car but i have not purchased a vehicle from them since 2015 and thay was through a leasing company. Ive called multiple times to see why this is happening nothing has been run through my credit but the emails do not stop i am worried they are going to try and steal my credit everytime i call they tell me sorry its an error but it keeps happening. Something about this seems very illegal . I keep monitoring my credit and all seems fine now but why are they using my email to sign up new vehicle purchases

  Business response

  07/27/2023

  The dealership is not the party sending these emails forwarded by the consumer, but the dealership will be contacting its franchisor, **********, to attempt to have them cease all email communications.  As far as the dealership is concerned, the customer's credit is not in jeopardy.  We understand the customer's concerns and apologize for the inconvenience.  While we cannot speak on behalf of **********, it may be the case that the consumer's email address is in their system from when he last purchased a vehicle from the dealership and there are new emails being sent to the consumer in error.  As stated above, we are contacting ********** to request that all communications with the consumer cease.  If the consumer has any further concerns or requests regarding this matter, he should contact the dealership to provide further detail so that we may use same in our dealings with **********.  

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my 2015 Jeep Grand Cherokee in for service on 5/5/2023. I returned later in the day to pick up my car. I went to the cashier to pay for the service as was told that there is a 3% surcharge for using a credit card. It is my understanding that as of January 1 2023 it is illegal to charge a surcharge for credit card purchases. My repair was $1586.33. After the surcharge it became $1633.92. I informed the cashier that it was illegal to charge a surcharge and she has had complaints from other customers. She stated that there was nothing that she could do. I had no other choice but to pay it or I wouldnt get my car back. I am seeking a refund of $47.59 for the surcharge an apology and some kind of action against this business. Thank you.

  Business response

  06/07/2023

  We understand the consumer's frustration, however, businesses in ******** are permitted to charge a 3% surcharge for purchases completed with a credit card, provided that the business conspicuously posts signage notifying customers of such surcharge near cash registers or other areas where customers will be delivering payment.  The business complies with such notice requirements and, thus, is permitted to impose the credit card surcharge.  

• Initial Complaint

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 27th 2022, I brought my truck into my dealership because by brakes were squeaking and needed servicing. I paid $1,566.26 for new front and rear brakes. On Friday October 28th I picked up my truck after the work was complete, and on Saturday October 29th my brakes started to squeak again. I called the dealership and spoke with someone called ****** and agreed to bring the truck back. On Thursday November 19th I dropped my truck off again for servicing. A few days went by and my brakes started to squeak and my front struts started to squeak (this was due to a separate issue with an aftermarket part and addressed separately). On Friday December 30th, I was informed I have to pay another $1,640 to have my front end struts fixed, which would in turn also fix my brakes. On Monday January 2nd, I notified someone called ****** again that my brakes were still squeaking. On Wednesday January 4th I dropped my vehicle off again. On Saturday January 7th I picked my vehicle up with the promise that everything was in good working order. On Monday January 9th, I immediately contacted my service Advisor, *****, and explained my brakes were still squeaking. I brought my vehicle in on Thursday January 12th, to be looked at yet again. On Wednesday January 18th, my vehicle was ready for pickup again. Over the course of these few weeks, Ive dealt with ****** (service advisor), ***** (service advisor) and **** (Service Manager). On February 1st, my brakes started to squeak again. I called and left a message for ****, and no one returned my call. I sent a message via their website on Friday February 17th, and never received a response. A few weeks went by, and I called again Friday March 3rd, and left another message for Will with no response, I left another message for Will on Friday March 31st, and still have not heard back.

  Business response

  04/05/2023

  We understand the consumer's frustration and there is no excuse for the consumer's attempts to contact the dealership to go unanswered.  *********** manager referenced in the consumer's complaint will be contacting the consumer regarding a proposed solution to the issues outlined in the consumer's complaint.  

  Customer response

  04/14/2023

  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 resolved because:

  The companies resolution was to contact me to make it right. I have not heard from anyone and would like to re-open or pursue another response to the business. They had responded on 4/6/23 that they would reach out and as of 4/14/2023 that has not happened.
  
  This complaint is against my car dealership who hasnt been able to fix my squeaky brakes (after I paid over ***** for) and they sound like theyre getting worse.
  
   
  *******************
  
  
  
  
   
  

  Customer response

  04/18/2023

  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 resolved because:

  I have been told MULTIPLE TIMES in the past I would be contacted, and this is the same response I got on the first inquiry. Nearly 2 weeks since first contact with the BBB and the dealership has done nothing to right this situation other than make empty promises. Their response of if they dont reach out then already has them preparing for the dealership not to respond. My ideal resolution is a full refund for the services. 

   

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  Business response

  05/01/2023

  Please note that the consumer retrieved his vehicle from the dealership yesterday.  As per the consumer's conversation with the assistant service manager, the dealership replaced the subject vehicle's front and rear rotors and front brake pads.  We consider this matter to be resolved and we encourage the consumer to contact the dealership in the event there are any issues with his vehicle. 

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2022 Jeep Wrangler Rubicon 4xe in September of 2022. I waited several months for this vehicle to be available. The vehicle is close to $60,000 dollars. I am leasing the vehicle with a car note of $715 a month. Shortly after purchasing the vehicle and driving the charging port stopped working. I took the vehicle to Empire CJDR on November 11, 2023 due to having to schedule an appointment for service. I recieved a jeep Cherokee ( lesser value of the Rubicon) as a rental which was a plus. The problem became when I continued to pay my $700 car note for a vehicle that I still did not have access too. I continued to contact their service representatives at which time I was given the same answer " Im not sure what message you received, but we have been working with the Jeep engineers for your hybrid vehicle and it is a time consuming type of diagnosis. We still have no resolution yet" 2 months later the vehicle was still in the shop with no diagnostic. January 21, 2023 which now is about 3 months later... I recieved a text to come pick up the jeep because it has been fixed. When I went to pick up I asked the rep was everything fixed she said yes. I went home and plugged up the vehicle and it still had not been fixed. The vehicle was in the shop more than I even was able to enjoy it. This vehicle also has a huge safety recall and now I am scared to drive the vehicle. This is unacceptable. I have reached out to the sales representative who was handling my vehicle to no avail. I am not still paying $700 for a vehicle that does not work. This problem needs to be fixed and I need to be compensated for this major inconvenience. This experience for the first time being apart of the jeep family is horrible. I will not be purchasing anything else with jeep. This is not fair to me in anyway.

  Business response

  01/25/2023

  We understand the consumer's frustration. However, respectfully, we feel it is being directed at the wrong party.  First, the consumer leased the vehicle from a different dealership.  Second, the issue the consumer is complaining of is a manufacturing issue.  As we are sure the consumer understands, Empire CJDR did not manufacture the consumer's vehicle, it was manufactured by Stellantis/FCA.  Should the consumer wish to elevate this matter, we suggest filing a lemon law claim against Stellantis/FCA.  

  With respect to the consumer's complaints regarding the diagnostic work/repairs on the vehicle, one of the contributing factors to the length of time the vehicle was in the dealership's repair shop was due to the dealership's obligation to consult with the manufacturer's engineers, who must be involved in these types of issues.  Additionally, we must state that the vehicle was tested several times and, during such testing, it was confirmed multiple times that the charging port was functional.  Specifically, the car was fully charged by the dealership, driven and then fully charged again.  

  We suggest either confirming the functionality of the charger the consumer used after picking up her vehicle from Empire CJDR or, alternatively, filing a lemon law claim.  Finally, it is worth noting that franchise dealerships are not responsible for causing safety recalls, they are only responsible for fixing them.  

  Customer response

  01/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I do understand what has been said. I do understand the manufacturer error has nothing to do with the dealership. I bought the vehicle in to the jeep closest to my home. I do not believe it matters which Jeep I purchased the vehicle from. I did bring the vehicle here to be fixed and the error still persist. I spoke with the store manager ******* who stated he would schedule me within 2 - 3 weeks when a rental car is available. He also assisted by stating they would be able to reimburse me the car note of the 2 months of having the vehicle. My gripe is not with the store manager in any way. I will not be able to state here if the problem has been rectified until it is. Thank you.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  12/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The dealer (Empire Chrysler) performed an oil change on my car. After **** miles it was observed that oil was leaking. Since the dealer (Empire) was over 30 miles away, I brought the car into another Chrysler dealer (**************) that was only 2 miles away. The ************** dealer identified the problem as either an over torqued oil filter or a faulty oil filter that resulted in the oil leak that required replacement of oil, oil filter and extensive underside cleaning. I was charges $209.60 and am seeking reimbursement from Empire. I submitted the ************* summary of charges which clearly states that the "Technician verified engine oil leak and found oil filter leaking." (See attachment). Empire suggests that it may not be caused by them since a Car Fax review noted a *** Inspection and radiator flush by PEP Boys. Since neither actions performed by *** Boys would have anything to do with the work performed by Empire, I maintain that Empire should own up to the issue and resolve it satisfactorily.

  Business response

  01/02/2023

  While the dealership acknowledges that the consumer should not have had to pay for the work performed by the dealership in **************, it is for a different reason than the one contained in the consumer's complaint.  The Port **** dealership should have covered the replace part under warranty as they've already acknowledged that it was "defective" (please see line 5 of the repair order submitted by the consumer).  A defective part must be replaced by the dealership performing the warranty repair and, further, in many cases the dealership performing the warranty repair will also cover damage caused by the defective part, such as an oil leak.  Hence, the Port **** dealership should not have charged the consumer approximately $200.00 for work which they were likely being reimbursed by the manufacturer.  We also want to point out that the mechanic listed on the repair order (***********************) is a disgruntled former employee of Empire CJDR and we certainly hope that this mechanic did not needlessly insert the consumer into the middle of a personal vendetta against Empire CJDR. 

  Customer response

  01/03/2023

  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 resolved because:

  The response does not resolve the complaint. Admittedly, Empire installed a faulty filter, or the installation of the filter was faulty. Either way, even Empire notes that " the consumer should not have had to pay for the work performed...." The bottom line is that Empire is responsible for the end result and therefore should do what's right and reimburse the consumer (me) for the cost. I would point out that if I had brought my vehicle to *** Boys or ********** to repair the damage, would Empire suggest that I seek reimbursement from them for the cost?  If there is something going on  that is personal between the two Chrysler dealerships (Empire and **************), I suggest that Empire resolve that without making me the person in the middle. I still firmly believe that Empire should reimburse me.

   

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  Business response

  01/04/2023

  While we feel that it may not be entirely irrelevant, the note in the dealership's prior response regarding its former service technician now working for Port **** is not relevant to the fact that the dealership who performs warranty work should not be charging a customer for the work performed.  If the consumer's point is that the part installed was faulty, then it's a manufacturing defect for which Empire is not responsible because it did not manufacture the allegedly fault part.  We stand by the fact that Port **** Chrysler should not have charged **************** for the part which should have been replaced under warranty and, thus, they owe **************** the reimbursement he is seeking. 

  Customer response

  01/05/2023

  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 resolved because:

  Once again, Empire claims that they do not bear responsibility for a part that they installed. Again, I remind them that had I brought my vehicle to a ********** or some private automotive repair business, would they still insist that those entities should not have charged me for the repair and costs they incurred? Again, I suggest that Empire take responsibility for the part they attached to my vehicle and provide the reimbursement. 

  
  
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*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. ↩