ComplaintsforKen Ganley Chrysler Dodge Jeep Ram Bedford

• Initial Complaint

  11/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my car n for a diagnostic but they only made me aware of one problem. They had my vehicle for 3months finally i was called my car was ready. when i went to go pick it up it would not start. When i finally got it started my key phob would not connect. that is when they informed me that my battery is dead and my censor is rusted. upon having it for that long why was my car not tested for any other problems that it may have had. so that was more money on top of that i was not informed my brakes are bad. and there is still a censor that needs to be replaced. I find out from NTB upon getting new tires. After receiving my car back from dodge in Bedford the malfunction light still comes on my heated seat on the driver side does not work. they do not offer you courtesy vehicles when keeping your car for a long time. they should be shut down and brought under review for new management.

  Business response

  11/14/2023

  Ms. **** came to us with no appointment, and we informed her that we were backed up and it would be a couple weeks before we could look at it. Two weeks later, we diagnosed the reason the vehicle came to us. IBS and oil filter housing were both diagnosed. Battery at that point passed. Ms. **** was called with the two issues that were diagnosed based off the reasoning for the vehicle being towed to us. After that, Ms. **** informed us of her 3rd party warranty. We called in the issues and the warranty company requested several things from us. Over the next several days every time we called the warranty company back, they told us they were waiting for information from the client. After getting the required information they then went back and forth on the pricing and required part numbers. They then said that the additional for factory replacement would be on Ms. ****. We called and quoted that additional amount which she approved and then the vehicle was fixed. While all this was going on the vehicle was sitting and the vehicle needing the IBS the battery had failed. Replaced IBS, which was recommended the day we looked at the vehicle, and the battery which now tested bad. None of the other issues the customer is referencing, were stated or asked to be looked at back in August when we received the vehicle.
  
  
                                                                                                                                         Sincerely,
                                                                                                                                         Jim W****
                                                                                                                                         Service Director

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 20th 2023 i dropped my car off because the check engine light was on. I recieved my car back on july 24th 2023 and was informed the problem was my spark plugs and they were not covered under warranty and i was charged 697.00 for the service which is overpriced. 2 days later i was driving and my check engine light comes back on. I take my car back to get services on Aug 07 2023. at that time i am told that i have a catalytic converter issue and a C02 sensor issue. When i asked the manager Brian King why the issues were not fixed the first time he informed me that when the car was on the diagnostic machine it sis not see any issue with C02 sensor and catalytic converter. I reached out to another mechanic i know and asked him if his diagnostic machine would be able to verify if i had a catalytic converter issue without changing my spark plugs he informed me, yes. It seems like this company is double dipping and taking advantage of customers and warranty services. They tell the customer its something that is not covered by warranty, to have you come back days later so they can replace he bad part under warranty and get paid twice for pretty much should have been one service. We would like a refund for the spark plug service we paid since they end up having to do a warranty replacement for the same exact issue they charged us for. They have no proof the spark plugs were bad, they never showed us any pictures of any bad parts. I bring this up because my spark plugs had just been replaced less then a year ago and i drive a lot because i work from home.

  Business response

  08/08/2023

  We apologize that Ms. ******’s vehicle has come back for an unrelated repair. When the vehicle came in, in July, the code in the vehicle was a cylinder four misfire which was active. When the vehicle came back two weeks later there were no misfire codes but did have catalytic efficiency codes. We can provide you dated copies of the codes from then and now. There are no codes for oxygen sensors (o2 sensors) but a lot of the time when performing this repair, the converter starts to fail if it gets too hot and the oxygen sensors will not come out, or at least not in one piece. We do understand your frustration and feel bad that this happened but as we have all said on the phone, there was no way to know that in the future an unrelated issue was going to come up.  
  
  
  
                                                                                                                                  Sincerely.
  
                                                                                                                                  Jim W****
                                                                                                                                  Service Director

• Initial Complaint

  05/10/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 3.30.22, I traded in my 2016 Mitsubishi Outlander. They gave me $1000 trade in, and I paid a $3000 down payment for a 2022 Jeep Cherokee. The monthly payments are $800. My salesman's name is Guy. I was not given the opportunity to test drive the car. I was told it was a good car. I said I don't want it, give me my car back. He said I would like it. I said I can't afford it. He said I could. I have called the dealership every day. Every day Guy has an excuse. I talked to the manager Beau, he said he would not let me return the car. I owed $8000 on the Mitsubishi, which was rolled over into the new loan. I want them to rewind the deal. I never wanted this car and never accepted this car.

  Business response

  05/12/2022

  Kristie Angel, B.B.B.,
  Regarding the complaint of **** *****
  Complaint ID: ********
  
  
  On 3/29/2022, Ms. **** ***** purchased a 2019 Jeep Grand Cherokee Limited 4x4. She worked with the salesman Guy, and they test drove and selected this vehicle for purchase. One day later, she returned to the dealership and stated she wanted to return the vehicle for a new one.  
  
                  The dealership executed a cancel on this deal and put the vehicle back in inventory. In the process she selected, test drove and purchased a new 2022 Jeep Grand Cherokee Limited 4x4. 
  
                  She returned to the dealership 5/9/2022, 40 days later and stated she no longer wanted the vehicle and wanted to return it. The dealership offered her to trade out of the 2022 Grand Cherokee. She searched for a vehicle to trade it in towards, then ultimately decided that she just wanted to return the vehicle because she did not see anything she liked. She was advised that we could not return the vehicle.
  
  Please feel free to contact me with any questions or concerns.
  
  
                                                                                                                                                  Sincerely,
                                                                                                                                                  Paul C*********
                                                                                                                                                  Sales Manager

• Initial Complaint

  05/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase a 2020 ram 3500 brand new. It has broken down on me twice the last time it was at the dealership it was there for 2 months the charged me to diagnose it. The dealer wanted $4,000 to repair it and told me I was not under warranty. I purchased an extended warranty when I purchased the truck. I called Chrysler corp and they informed me I had a 4 year unlimited miles warranty plus I have a picture of it from the dealership computer. Chrysler told me it was cancelled back in August and to contact the dealership. Nobody can tell me why it was cancelled or will return my calls. I took my truck and and paid $1,100 for the part and fixed it myself. Well that wasn't the issue so my truck is still broken down nobody from the dealership will call me back. I contacted their management company they said they would have the manager call me and he still has not. I have been out of work for over 3 months still making my truck payment and had to cancel my insurance because it's too expensive with me not making any money.

  Business response

  05/11/2022

  RE: JTS TRANSPORT
  Kristie Angel, B.B.B.,
  Complaint ID: ********
  To Whom It May Concern:
  
  Mr. ****** purchased a 2020 Ram 3500 from our dealership. The customer purchased a Fidelity Warranty for 7 years/100,000 miles. Copy attached. The 4 year/unlimited mile warranty that the customer has mentioned was not purchased through our dealership. The customer is unable to provide us with a copy of the receipt or a copy of the warranty that he believes he purchased. The customer stated that the contract was cancelled back in August of 2021. Again, that was not done at our dealership. Without some proof of purchase, we are unable to further help with this matter.
  Customer was advised of vehicle needing EGR Cooler. Customer declined repairs. Customer states he purchased the part and installed himself. Dealership is not able to determine if the part was installed properly, or even ever installed. When the customer picked up the vehicle after declined repairs, we are unable to verify that the customer did not continue to drive the vehicle with the failed parts and caused more damage.
                                                                                                                                                  Sincerely,
                                                                                                                                                  Mitch M*****
                                                                                                                                                  Service Director

• Initial Complaint

  01/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Let me first start by saying what a horrible way to treat a customer. They have no communication skills and don’t care about consumers safety on the road. Even if it’s something they supposedly already “fixed” I was almost hit not once but twice by a semi! Trying to get on the on ramp of a highway. Car engine stutters and doesn’t drive. The manager of the service/sales team is nothing but rude . I sat at their facility waiting for my car to be fixed which WAS COVERED WITH WARRANTY. I waited two hours in their cold waiting room for even a word . Then a lady comes out telling me one part isn’t covered so I say ok fix the part that I’d covered. She lets the team know. And didn’t see her again for s good 2 MORE hours later! Then comes out and advises me my car needs kept over a day or so . So then I ask for a rental she says it is covered with my work being done on the car. ********** arrives to pick me up I confirm with the lady who picked me up this is covered right? She replies with I’m sorry I don’t know I’m just a transporter. Ok so I get in the car and head to the rental place to sign papers and figure things out. I get there give them my info and guess what?! Ganley yet again over promises and under delivered. Shocking right(not) so I’m stuck at the rental place for 45 minutes waiting for tablets staff to pick me up to take me BACK to the dealership. Mind you I worked all night I’m in nursing I had not eaten ,slept, nor showered and I’m 4hours and 45 minutes in. I get super pissed waiting and waiting . My car finally is done guess how much longer it took ?! 3 freaking hours to hear anything. I’m here at the facility a total now of 7 -8 hours!! And then get a bill of 800 some odd dollars for something that’s COVERED ! With warranty. This all happened on 1-18-22 it is now 1-20-22 and my car still isn’t accelerating and engine is stuttering yes AGAIN! Horrible customer service horrible treatment .and manager was a complete jerk to me!

  Business response

  01/24/2022

  GANLEY CHRYSLERDODGE JEEP INC. 310 Broadway Ave, (440) 232-2121 Bedford, Ohio 44146 
  1/24/2022 
  Kristie Angel, B.B.B, In regards to the complaint of ******* *** ******** ID: ******** 
  
  Ms. *** ******** brought her vehicle to our service department on 1/18/2022. She last visited our dealership 1/21/2021. However, she did have an oil change at **** **** on 1/15/2022. We replaced two timing solenoids, which are covered under warranty. We also made the customer aware the tie rod needed repaired, which she declined. We offered her a ride home to avoid waiting at the dealership, but she declined. We did not have any of our loaners available and we offered her an ********** rental. Rentals are covered under warranty work through ********. When she arrived at **********, she declined the rental and waited for their driver to take her back. Ms. *** ******** called back on 1/20/2022 and said her vehicle would not go over 55MPH. She was supposed to come back and do a test drive with a technician. She made us aware no lights were on. As of now, Ms. ******** has not returned to our service department. If you have any other questions or concerns, please feel free to contact me. 
  Mitch M***** 
  Service Director 
  
  

• Initial Complaint

  12/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a vehicle on 11/13/2021 from Ganley CDJR of Bedford and two weeks after the service power steering wheel and transmission came on. Took to get service. A week after getting service the Brake assistance light came on called to set up a day for service. Had a appointment. On 12/18/2021 the car shut of on me and started back up . I made it home then it would not start back up. Got it towed to one of Ganley sister stores on the Bedford automile. They fixed it and yesterday 12/29/2021 the Audio system just went out. The car has a lot of problems and they had sold me a lemon. In the first 30 days this car has been to the shop and has to go back yet again. I want to get out of the contract with Ganley because they didn't hold up to their agreement of saying this car was fully service and in good condition.

  Business response

  12/30/2021

  GANLEY CHRYSLER DODGE JEEP RA . NC. 310 Broadway Ave. a (440) 232-2121 Bedford, Ohio 44146 
  12/30/2021 
  Kristie Angel, B.B.B., Complaint ID: ******** In regards to the complaint of ******* **** 
  
  Ms. **** did indeed purchase a 2019 GMC Terrain from Ganley CDJR, INC. on 11/13/2021. This vehicle as serviced and safety inspected by the dealership on 11/12/2021. The vehicle passed both the safety and performance inspections. We are aware of the issues with Ms. ****'s 2019 GMC Terrain and advised her that the vehicle is covered under the original manufacture's new car warranty. All repairs to the vehicle were and are covered under this coverage. Ganley CDJR, INC. has made a loaner vehicle available to her through these issues. We have not heard about the audio issues until this complaint, but will continue to assist her with the audio issues when contacted by Ms. ****. If you have any other questions or concerns, please feel free to contact me. 
  
  Tom P******** 
  Used Car Manager 
  
  

• Initial Complaint

  10/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2021 Dodge Ram crew cab lease Reported problems w/drivers seat, air bag, brakes, and tires over 6 months ago. Had to wait for a rental vehicle to come available before truck could be looked at, Dealership left window open and truck completely unlocked over night. No repairs whatsoever were made despite the warranty and extended warranty. Ganley Dodge does not fulfill its contracts yet expects the consumer to fulfill theirs. Poor management and poor customer service.

  Business response

  10/14/2021

  Kristie Angel, B.B.B,

  Complaint ID: ********

  Customer ******* ********

  When the customer entered our dealership, he was verbally abusive to our employees, including our service customer relations manager. When he returned our rental, he was smoking inside of it. We did not fix the customers vehicle per his request. We came to the mutual agreement for the customer not to come back.

  Sincerely,

  Mitch M*****

  Service Director

• Initial Complaint

  09/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped my car off at this location for repairs on 09/02/2021 and they have not provided me with any information other than "Your radio is killing your car and it needs to be replaced". Called today, 09/17/2021 and the service department said: "Sir, we're looking at it now and we need time. Please sir, be patient. I'll try to call you back in an hour." And hung up immediately. Mind you, I've been paying for rentals since 09/02/2021 only to find out that they are still "working on it". The service department is doing a terrible job at this location. Even the girl who answers the phone has a very condescending tone in her voice and the moment they answer, you almost have to be in defense mode and pray they let you even get your concerns or questions out before they place you on hold. I have been paying for rentals out of my pocket this entire time and they haven't even touched the car.

  Business response

  09/20/2021

  Kristie Angel, B.B.B.,

  Complaint ID: ********

  In regards to the complaint of ***** ******,

  Mr. ****** was advised on 9/17/2021 that the radio was estimated to be delivered to our parts department on 10/8/2021. We will be watching the ETA of the radio to see if it changes and advise Mr. ****** if it changes.

  Sincerely,

  Mitch Mincey

  Service Director

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