ComplaintsforPerformance Chrysler Jeep Dodge Ram Centerville

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Performance Chrysler did not use OME brake parts as were quoted on original estimate. They used aftermarket brake parts instead.

  Business response

  07/25/2024

  Good morning,

  In response to the complaint filed by *** ******, the dealership replaced *** ******'s brakes with BPRO Auto parts which is the secondary line brand of Stellantis (OEM) and are OEM-backed. They come with the same warranty through Mopar parts.  Shaun, the service manager at Performance Chrysler Centerville, spoke with *** ****** regarding this and offered to replace his brakes with Mopar brakes for the difference in price.  *** ****** declined this offer.  

  Customer response

  07/25/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  Company admitted in response that they used a value  line parts and did not ask for my approval. They offered to replace value line parts with OEM at a cost of 300-400 dollars additionally to my $1243.00 bill. This is unacceptable way of doing business. They are deceptive in there business practices.
  Sincerely,
  
  ****** ******

• Initial Complaint

  03/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchased a used vehicle from this dealership. The vehicle is equipped with LoJack and I was lied to by the salesman. He said all vehicles sold are mandated to have this equipment and was charged $599. Through research discovered this is not true. You can cancel the service but the fee is non-refundable. After having the vehicle for 1 week it starts smoking, the dealer did not attempt to address the issue after making them aware. I suggested a trade in for something else that was cheaper in price for the amount paid for the original vehicle but the dealer stated they would only give me $28,000 for the vehicle, which is $3,000 less than what we paid for it and only having it for 2 weeks.

  Business response

  03/25/2024

  We do put Lojak on all of cars because of the amount of car theft over the last couple of years.

  and the product does have a great app to track and locate your vehicle. Plus, a $10,000 guarantee if they can't get your vehicle back if has been stolen.  

  I would be willing to reimburse the Lojak cost to the customer if that would make them happy. 

  They could also keep it and enjoy the benefits for the remainder of its contract. 

  That would be up to them.

  Thanks

  **

   

   

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  (This complaint originated from the Ohio Attorney General's Office) Multiple repairs on a “new” vehicle, all just outside warranty period. Hole in heater core March of 2023, not covered under warranty. Truck not accepting fuel, ongoing issue, not covered under warranty. Exhaust flange bolts broke in half, December 2023, not covered under warranty. The truck is a 2021 with not even 60k miles, there is no way things should keep breaking like they are.

  Business response

  01/05/2024

  Hi, I'm sorry you're having some problems with your Ram. I'm looking at our service records and 

  couldn't find that we have did any repairs to your truck. Stellantis the Manufacture of Ram Brand has programs to help customers that are having problems and usually would offer some assistance for loyal customers. 

  The phone number to them is: ************** 

  I can definitely help out if you want to sell it or trade it in. 

  My email is ************************** and my phone number is **** ******** 

   

  Customer response

  01/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Truck was not brought into this dealership for service. Called to see if needed repairs were covered under warranty, they were not, so it was brought to a different mechanic. 
  
  Sincerely,
  
  ** *****

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** ******* of Dayton had scheduled an appointment for my 2016 Chrysler Town and Country minivan to have the door locks fixed due to a recall. Performance had my van for 2 weeks, it took me calling repeatedly before someone realized the van and I were connected and called me back. It was not worked on during this time because they stated they didn't know why it was there. I had it towed in, even had a sales lady send me a photo that it arrived. I had to take the van back 3 times, prepay for work and parts. Then pay again for more parts. Being told parts were missing. All the while my bill ended up over 1000.00 dollars. For something that was supposed to be a recall warranty. I finally get the van back and the doors do not work properly. I have called and **** ***** at Performance Chrysler eventually called back. I have sent a video of the one door not closing all the way. I have issues with both doors and both were supposedly fixed. This has been going on since July, I want a refund or for them to pay for repairs done elsewhere. I do not trust that the work is actually going to get done.

  Business response

  09/28/2023

  Good afternoon,

  The dealership spoke with *** ***********  *** ********** stated that she was too busy to bring the vehicle back to the dealership but would do so when she could.  The vehicle was originally towed into the dealership as it was not safe to drive as the door wouldn't close.  The dealership was able to get the door to close and proceeded to order the parts to repair the vehicle.  When *** ********** brought the vehicle back to the dealership for the repairs, there were other issues that were found that needed repaired.   It was noted that prior to *** ********** bringing the vehicle to the dealership, someone else had worked in the vehicle prior and had pieces broken and missing in the door.  The only repair that was covered under the recall was the Sliding Door Actuator (latch).  The dealership did cover some of the repair cost out of their pocket in an effort to help *** ***********  When *** ********** came to pick up her vehicle from the dealership, she stated that ** ******* would be reimbursing her for the repair.  The dealership completed the repairs that were authorized by *** ***********  I have attached the repair orders associated with the vehicle.   

  Customer response

  10/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I did in fact pay over $1000.00 for repairs.   The doors do not function as they should, having been repaired by Performance.   There are wlso scratches from Performance working on the door.  Photos included.  They took weeks to repair them.  Yet they still do not work.  I want a refund to go elsewhere and have them properly fixed in a decent time frame. I also called ******** at the BBB and left a voice mail. 
  Sincerely,
  
  ****** **********

  Business response

  10/10/2023

  Good afternoon,

  Performance Chrysler Jeep Dodge Ram Centerville stands by their original response to Ms. Goodpaster's complaint.  Performance remains willing to have *** ********** bring her vehicle to the dealership so that they can try to assist *** ********** further.    

• Initial Complaint

  08/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Purchased a 2017 Wrangler in Feb 2023 for $28,000. "AS IS" purchase so we asked to take the Jeep overnight for a mechanic inspection. Sales went to get plates, then said someone else is interested and we could not take it - said we would have to purchase right then or let the others buy it. We figured we could address any issues that came up, after being reassured that, "certified technicians from our service center thoroughly inspect and repair each of the used vehicles that pass through our hands" (this comes from the website and sales team.) We bought it. Issues were evident immediately. Brakes seemed weak, popping from front end, horrible swaying at high speeds. Took it back to dealer and PAID THEM $191 to REINSPECT the brakes and suspension. 2 days later we got the all clear - was told that "it's just a Jeep thing." Took it to our mechanic. All ball joints were shot, drag link bad, broken tie rod, rear brakes seized and not working, alignment was way off, 2 studs were stripped, one hub had to be replaced, trailing arms replaced, rear sway bar end links, and the computer had never been calibrated for the oversized tires (computer thought it had 32" tires and not 35" causing serious shifting issues.) Contacted ** *****, the Gen Mgr. Here is a summary of correspondence: 3/29: we requested a meeting 4/1: met ** in person, gave documentation, he promised to check with service manager 4/12: NO RESPONSE-UPDATE REQUESTED 4/24: NO RESPONSE-UPDATE REQUESTED 4/25: ** said svc mgr and shop foreman dropped ball. He will address and call me tomorrow. 5/12: NO RESPONSE-UPDATE REQUESTED 5/13: ** asked me for copies AGAIN. Stated he will return some of the money we've spent. 5/26: Sent him all paperwork again. 6/23: NO RESPONSE-UPDATE REQUESTED 7/20: NO RESPONSE-UPDATE REQUESTED 7/22: ** responded stating he's sending us a $2,000 check. Will arrive in 2 wks. 8/9: NO RESPONSE-UPDATE REQUESTED 8/17: Decided to submit a BBB complaint. Spent nearly $4k on repairs.

  Business response

  08/18/2023

  I did agree to give them $2000.00 to help out with the repairs they have made. I will get with my office Monday the 21st to find out why check hasn't been mailed. I will send them an email and let them know when they can expect it. 

  Customer response

  08/18/2023

  
  Complaint: ********
  
  I am rejecting this response because, given the slow / no response history of this dealership, I will need to actually receive the check to believe this is finally behind us. 
  
  Sincerely,
  
  **** ******

  Business response

  09/06/2023

  BBB called business to verify that the check was mailed to the consumer the week of August 21st and it was overnighted.

  Customer response

  09/11/2023

  
  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.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was over charged for work that didn’t need to cost that much and I don’t believe they did there work properly because I’m having the same issues as before.

  Business response

  08/25/2023

  Hi ********,

   

  I’m responding to the letter I got about Mr. ********

  We have looked at the repair order and feel like he was charged appropriately for the repair that was done and we didn’t charge him any diagnostic for his other concerns we couldn’t duplicate.

  If he is still having the same problem with his vehicle, we will get him in right away and look at it for him. The service advisor and the service manager hasn’t heard from him about the vehicle still having the same problem.

  He is more then welcome to call my cell number to schedule appointment.

   

  Thanks

  **** *****

  General Manager

  Performance CJDR Centerville

  ************   Cell

   

  Customer response

  09/01/2023

  
  i had my truck checked after the work you guys was supposed to do and i was told it was never done, i was over charged for something i didn't even need and i was being force to pay when there was other vehicles on that lot as long as mine or even more 

   

   Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a 2017 used Jeep Grand Cherokee from this dealership 2+ years ago. We purchased a complete extended warranty covering everything but wearables. We had an engine light come on around 79,000 miles. The car has been meticulously taken care of. After taking to a local trusted shop for diagnostics it was told to us that because of the warranty we would need to have the car towed to the dealership for a possible total engine repair. The car was towed to the dealership service Dept that we purchased from on 11/28/22. We have since had to be the middle man between warranty and dealership. The dealership was staying total engine wasn’t necessary, warranty was saying it was. They both have pointed fingers at each other and both are claiming lags in communicating are the causes of delay. We were contacted on 1/17/23 to pick up the car. The dealership did not do a total engine repair which after contacting the warranty Dept they claimed was not to be the case. When we picked up the vehicle we asked for warranty guarantee in writing which wasn’t provided. We drive the vehicle approx 5 miles and engine light came on it started smoking. We drive back to the dealership and have since not got a clear answer from anyone on the status of our car. We have also not been provided a loaner this entire approx 2 months.

  Business response

  02/03/2023

  Good morning,

  Shortly after receiving the BBB complaint filed by Ms. *******, Performance Chrysler Centerville was informed that the ********* have obtained legal counsel to represent them.  Performance Chrysler Centerville will be responding directly to the ********* legal counsel. 

  Thank you for your understanding.

  Customer response

  02/03/2023

  
  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.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  10/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My stripes on my 2019 Dodge Charger Scat Pack are starting to peel off so I went to their service department to get them looked at on March 25, 2022. They took pictures and said it was covered under warranty. I was also told that they'd get a hold of me. Three months later I haven't heard a word. I called with no one answering, left voice mails with no reply and even sent messages from their web site with no replies. I resorted in contacting Dodge themselves in June. Dodge got a hold of the service manager and I was told that they needed more pictures and he didn't why I wasn't contacted and to come in and get more pictures. I did so on June 27, I was told Dodge would contact him within 14 days. August comes and I haven't heard anything. Again no responses from calls, voice mail or messages. I contacted Dodge again, they too had a hard time getting in touch with him. On August 17, they were finally able to get in contact with him. He said he didn't have my correct number and now my warranty has expired. Dodge told him it wasn't expired in March. He said he'd honor the warranty and contact me. I haven't heard anything. So I contacted the general manager on August 21, he said he'd look into it and have someone to call me the next day. No one called. On August 28th, I emailed another service manager on the recommendation of a trusted salesman, he replied back that on August 30th. Letting know it wasn't going as easy as they thought and they'd get back to me. Again nothing. I contacted Dodge again on September 14. They did an investigation and they told me on September 22nd that they never received the digital media required to process it. I emailed that information to the service manager on September 23rd and the general manager on September 25 with no reply.

  Business response

  11/10/2022

  I’m very sorry we haven’t got this resolved for the customer yet. I talked to our service manager, and he can’t find an open case from Stellantis/FCA/Chrysler corp.

  If the customer could contact Customer care again at 1-800-992-1997 to get the case reopened and they can get ahold of ***** ******, *** ******* or ** *****.

  We believe we can get this problem taken care of for the customer very quickly. Sorry for response delay.

   

  **** *****

  General Manager

  Performance CJDR Centerville

  Customer response

  11/20/2022

  
  Complaint: ********
  
  I am rejecting this response because: I have sent them the correspondence from Dodge many times and each time they say they do not have the information. I sent them the Dodge information again Saturday November 12, the general manager (** *****) responded back that day and said they would take care of it Monday the 14th. It is now the 20th of November and nothing has been resolved. I will accept this once they make an appointment for the service.
  
  Sincerely,
  
  ******* ******

  Business response

  12/01/2022

  We have tried to contact Chrysler customer care and aren't getting any response. The customer will have to contact them again and get another case started. 

  If he doesn't want to do that the Dealership is able to Authorize $2000.00 of the repair and the estimated Bill would be $2750.00 

  That includes new Stripes and labor to put them back on. He would be responsible for only $750.00 

   

  Thanks

  **

   

  Customer response

  12/03/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  It is not right that I should have to pay anything due to the fact it was under warranty when I took my car in March. It's not my fault the dealership didn't due their job and turn the claim in then. 

  I also contacted Dodge yet again as you requested. 

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

  Business response

  12/12/2022

  We are trying to get assistance from Dodge and hope to have a resolution in a couple of days. 

   

  Thanks

  **

  Business response

  12/13/2022

  Business let BBB know by email the problem is being covered under Chryslers warranty and they have reached out to the consumer and let him know the stripes are ordered.

  Customer response

  12/14/2022

  
  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.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  09/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2020 Jeep Wrangler JL from this company on 7/30/22. The expiration on temporary tag was 9/13/22. I was unable to get permanent tags at BMV due to no memorandum title. I went to title department to get a memorandum title copy and was told this jeep is not registered to the dealership even. That was how I discovered the issue. I contacted the dealership multiple times over the course of 2 weeks. No one returned my calls and my new car is unable to be driven legally. Today I called again and was finally able to speak to title department. She said the dealership doesn’t have the title and is uncertain when they will get it possibly in a few weeks but she is uncertain. This is illegal and infuriating that they can sell a car fraudulently without a title. I signed paperwork regarding the title during the closing on the Jeep. I would not have purchased this and taken out a significant loan without a title present. When asked why I was not told about this the title clerk said she spoke to my bank that held the loan weeks ago. But I was not notified. I want to either return the jeep and be reimbursed for loan or a title asap.

  Business response

  10/18/2022

  I'm so sorry for the delay on getting your Memo title. It looks like you have received it now. Let me know if you still need anything. Getting titles has been challenging since covid started. Not sure if the banks are just understaffed but we haven't changed anything at the dealer level. With our Dealer license we are allowed to sell cars before we get the title, and they give customers a 45 tag to get title work done. For a while they were giving customers 90 days but just went back to 45 days recently. I hope your experience was ok before the title delay?

  Thanks

  JB

   

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello , took my RAM truck in for service / warranty work on 4/26/22. The radio screen has delamination and was advised by ***** ***** who is the service writer at Performance CDJR that this is covered under warranty. They called this in and warranty work was approved, this is documented on invoice number ******. The part came in and installation was attempted on 6/8/22 and they had issues with the replacement advised another unit will need to be ordered and installed. Invoice number ******. This issue is still not resolved and since I have made several attempts to contact them about this issue and have yet to receive and update or a call. I have left 2 msgs for service manager **** and 1 with general manager **** *****. No calls back, no updates NOTHING! I was told on 6/8/22 the part would be in, in 2 weeks and nothing. Customer service is obviously not a priority at this dealership.

  Business response

  09/21/2022

  I talked to *** ******* our service manager and we dropped the ball on this 100% 

  *** left a message for Mr. ****** yesterday to let him know we ordered him another radio assembly and he will call him when it gets here. 

   

  Thanks

  ** *****

  Customer response

  09/21/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  I am not necessarily rejecting this response as I did receive a call on 9/20/22 from *** however in his msg he stated to call him back no details about the re-order of the part, I suspect I will be hearing from sometime today? I will attempt to call him back as well. Keep in mind, in the past have called and left msg on several occasions for managers and general managers with no follow up, this is the reason we are here with BBB intervention. 

  Once we connect and the repair has been completed then I will accept this response  / resolution. 

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

  Customer response

  10/11/2022

  Update to Complaint

   

  Hello ********, thanks for checking in. 

  
  

  I will not consider this resolved until Performance Chrysler Jeep Dodge completes the repair to my vehicle. Please understand I have been dealing with this company since April and so far it has been a complete nightmare. Since filing this complaint I did hear from 1 gentleman "***" I believe to be one of the service managers on 9-20, I missed his call, called him back later that day and again the next day. Both of my calls back to him went to voicemail. I left msgs on both occasions leaving my number never to hear back from him. So I waited again.

  
  

  On 9-29 I received a msg from ***** stating the replacement radio was in and to call her back to schedule an appointment. I unfortunately missed this call as well as I work during the day so it is not always possible to pick up. Same scenario with *****, I called back 2 days in a row and left VMs never to hear back from *****. This seems to be standard with this company. Runaround and then you never hear back.

  
  

  Finally I just called their general number, got a hold of service and was able to schedule an appointment to have the radio replaced on 10-18, this will be the second attempt for this repair.  

  
  

  Until this radio is installed and working I am not considering this resolved. I am still amazed that this company has an A+ rating with the BBB as I am clearly not the only customer who has received such poor or even non existent customer service. These guys are really a joke. No apologies, no manager service or general making it a point to make contact with me. 

  
  

  To top all of this off, at the very beginning when I could not get anyone in service to call me back I called the general manager telling him that if I did not hear back from someone then I was going to file a report with the BBB, he obviously did not care because here we are. I simply cannot comprehend this sort of disregard towards a customer. Repeat business is obviously not important to them. Good grief! 

  
  

  Thank you so much for your follow-up. Hopefully this will be resolved next week, but until then, this is still very much open.

*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. ↩