ComplaintsforNorthgate Chrysler Dodge Jeep Inc.

• Initial Complaint

  04/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I specifically told my sales person Malcomb, not to run my credit. He said they only do that when we come to terms on price. He came back from speaking with his manager with my credit score in hand. He ran my credit after I asked him not to. I want them to delete all my information from their database for they have proven they can’t be trusted with it!

  Business response

  04/16/2024

  The customer wanted payments on a vehicle. Malcolm had him fill out a credit application.  The customer signed the credit application authorizing us to run his credit and Malcom told him we were going to run his credit to get him the best possible payments. When he got the payments, he was not happy with them and left. 

  Malcolm has sold cars with us for six months and we have never had an issue with any of his customers on understanding that a signed credit application authorizes us to run a person's credit. 

• Initial Complaint

  04/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a vehicle in for body repair that was damaged by a deer, January 16th 2024. This was covered under insurance. They said they were not that busy and could get to it right away. After 3 weeks, I called and said the insurance company will only pay for 30 day car rental , they said the van would be done that week no worries. At the end of the week I called again and they said it would run into next week . I asked what are we going to do about the rental Charlie said they would cover the rental . The next week, still not done same excuse. This went on for 6 more weeks. I called every week because they would never update me . Finally I called today April 2nd and they said it was done. I said you guys will owe me money for the car rental . They said we don't pay for car rental, I said that is not what you told me . A big argument ensued . The tab for the rental was over $2200.00 they had my vehicle for over 10 weeks and said they are not responsible for it being there that long and wouldn't cover the rental fee. In their documentation provided on the last day, it doesn't state anywhere about not paying rental fees. They have a piece of 8x11 paper on the wall that states this , no where else. Today was the first day I had been there in that room . They have lied, kept my vehicle 7 weeks from when they said it would be done and act like they are not responsible. I also requested that they fix the passenger door, they didn't do that work , I asked them to change the oil, they didn't do that either. They ended up doubling the price on repairs after the estimate. These people are downright frauds and incompetent. The owner was present and couldn't care less about how his company is dishonest. I am asking for a refund of $2450.04 . This is the exact amount of money I spent on the rental from when Charlie said they would pay for it. I had the police present when I picked up the vehicle. Also the owner put his hands on me and I have the police investigating this .

  Business response

  04/10/2024

  We never said that we would pay for *** ********* rental bill. The reason for the delay in repairs is it was dropped off as a non-drive and was not scheduled in. we had parts came in damaged, and parts were on back order. 

  We did give *** ********* wife an estimate on repairing the door. they asked for a discount, and we said we couldn't give one. they did not approve us doing work on the door, so we did not do it.

  The reason the repair was higher than the original estimate was because of supplemental damages found after the vehicle had been taken apart. which the insurance company approved and paid for. 

  When *** ******* was at the dealership he threatened to beat the shit out of both the owner of the dealership and the collision center manager. he was out of control and the police had to be called. the police came back with him to pick up the car. he was again very aggressive, and the police told him if he ever came back to the dealership, he would be arrested for trespassing.

  We will not refund *** ******* any of the money for the repairs or the rental.

   

  Customer response

  04/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. I was in fact told that my rental car would be paid for on Friday February 16th. If I was told they would not pay for the rental vehicle I would have made other arrangements. Also, I was told on that day that it would be ready in a few days, if I was footing the bill for a rental, you better believe I would have been yelling at them by week two that my vehicle is not done, and I keep occurring these rental costs. It is also a lie that we asked for a discount on the additional work requested. I have never asked any car dealer for a discount for anything, this was completely made up by them because they forgot to do the work. I even asked Charlie standing there looking at the van (why did you not do the work) he said he didn't know they were supposed to do it. They also failed to change the oil as requested, Charlie said oh yeah, I did see something about that in the notes. I never made a threat to anyone until the owner put his hands on me, they have that on camera. I am the one who called the police the second time and asked them to escort me. I was very irate and out of control but never laid a hand on anyone. When someone lies to you at every turn for over 10 weeks, they lie about covering over $2000.00 in rental fees. I consider them frauds as they are. This group is incapable of telling the truth. I have purchased 4 new vehicles from Chrysler all with lifetime or extended warranties in the last ten years. This dealer is by far the most fraudulent I have ever dealt with. The autobody employee Charlie is very childlike and is a narcissist. How his boss can believe anything he says astonishes me. The official dollar amount they owe me is $2035.22. Any honest company would stand behind their employee's mistakes and make the customer whole.        
  
  Regards,
  
  **** *******
  

  Business response

  04/15/2024

  We did not at any moment agree to pay for the customers rental vehicle. the reason for the delay in repairs were parts came in damaged, and parts were on back order.

  we do not pay for customers rental vehicles.  

  The customer was out of control and the police had to be called. the customer has been trespassed. 

  we will not refund *** ******* any of the money for the repairs or the rental.

   

  Customer response

  04/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. The business did in fact say they would pay for the rental on Friday February the 16th. They never at any time told me they do not pay for rental vehicles until the last day when they were supposed to re imburse me. They are complete liars. The owner had no interest in hearing about my horrible experience and the actual truth. They also doubled the price of the final bill. I have never witnessed such an incompetent group in my life. They owe for the rental, and I will never settle for less. The owner put his hands on me, that is considered assault. I have corporate involved in this matter as well. The person responding to this was not even involved and has no idea of the truth.          
  
  Regards,
  
  **** *******
  

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have an extended warranty through Mopar which requires us to use the dealership for repairs. The transmission for our van went out and we had it towed to the dealership on November 14 2023. We were told that the repair would take a week or two. We have called back each week with a promise of it taking another week. 8 weeks have now gone by and they are still saying that they do not have the parts to repair it. We contacted customer service and were told that the service manager would contact us. No one has.

  Business response

  01/24/2024

  Mr. ********, 

  I apologize for this situation, I understand how frustrating it is. Unfortunately we are at the mercy of Mopar parts. While discussing the situation with ****** our service manager, she mentioned that Mopar service contracts is refusing to pay for a rental while we wait for your part. I wish we could do something about that but it is in the contract you signed when you purchased the vehicle and contract from the selling dealer. Unfortunately the way that the Mopar parts ordering system works is that it will give us an ETA and that date will come and go before they update the ETA and then they just make it another week out. When we tell you that it should just be here in another week we are only going off of what our system tell us. ***** has been in contact with Chrysler customer care and she does not remember them requesting to give you a call. She will be contacting you in the next couple of hours but unfortunately there isn't much we can do while we wait on the part. 

  Customer response

  01/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ********
  

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my **** **** ******** for an oil change and to check out suspension. When I picked up my Jeep. They said they replaced my stripped oil cap Which I didn't know anything about. A few weeks later after I had my oil changed from there. I noticed oil in my driveway.. It was clearly leaking from the drain oil cap. I have never had a leak before.. I returned the Jeep back to the dealership. And they said the person who worked on it before stripped it out and They had no liability even though it started leaking after they changed the oil. The supervisor in charge was very rude and he told me to get out of his store. No one has reached out to me to discuss this issue. No one has reached out to me to discuss this issue.I left my number. My wife also called in left her number as well. No one has responded.

  Business response

  08/03/2023

  Have offered to install customers oil pan, and we will take care of labor for miscommunication with customer. Customer is happy and just waiting for the part to come in 

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I WENT TO THE CHRYSLER DEALERSHIP On colrain Avenue in cincinnati ohio for a differential replacement and the date I took it there was on October 28 2022 and they changed me 1968.70 and the problem is still there so Chrysler dealership said it also that it was rear hub bearings in they did that on November 28 2022 and it cost me another 1548.01 it didn't fix the problem and I still have a broken car. I went back to the Chrysler dealership five times and they are telling me there's nothing wrong that's a lie please help thanks

  Business response

  01/24/2023

  Per our conversation you stated that the differential did fix the problem with the humming noise in your rear end. After that repair you came in because a whining noise that was getting louder as you got faster. We found it to be the bearings, replaced those and you stated to me over the phone that that noise is gone but you are still hearing something but it doesn't get louder as you get faster. After extensive diagnosis and test driving we didn't see anything and could barely hear the noise. We swapped the wheels and tires from another vehicle just like yours but with name brand tires on it. The slight noise that existed was gone. I understand that you purchased those tires from some place 6 months ago but we often see that those types of tires cause road noise. They inexpensive and not a bad tire but do cause road noise. 

  Business response

  02/06/2023

  You have told me, in no uncertain terms, that we have fixed the specific noises going on with your vehicle with each repair we have performed. Per our conversation you stated that the differential did fix the problem with the humming noise in your rear end. After that repair you came in because a whining noise that was getting louder as you got faster. We found it to be the bearings, replaced those and you stated to me over the phone that that noise is gone but you are still hearing something but it doesn't get louder as you get faster.  Those are your words you said to me, not second hand. After the two repairs we had multiple technicians drive your vehicle for extended test drives and only one is able to barely hear a slight hum. We swapped the wheels and tires from another vehicle just like yours but with name brand tires on it. The slight noise that existed was gone. I understand you do not like that the tires you purchased 6 months ago are creating a slight road noise but that does not make us liars. I would challenge you to swap rims and tires with another like vehicle and see what you think about the slight noise.  Every time you have called us to tell us you are hearing a noise we make it very clear that when you bring your vehicle in we need you to ride with the technician and over the phone you tell us you will do that and then when you drop it off, every time except once, you tell us that you do not have any time to ride with the technician. This is another example of you telling us one thing and then doing another. I have been very specific in my responses - you continue to give no explanation beyond accuse us of lying in general. When any of us attempt to have a conversation with you over the phone you continue to just ask for that persons boss. You refuse to listen to anyone talking when attempting to have a conversation. You can continue to file these BBB responses but it is not how we are going to communicate and until you can have a reasonable conversation with someone over the phone we will not be helping you.  

  Customer response

  02/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,     see they are not wanting to fix their problems with my  car so what should I do next because they are doing me wrong I have a letter that came from Chrysler dealership  king  automall  that states what they were supposed to do to fix my car that was dated for this past Oct coming from their  company. 
  
  ***** ************
  

• Initial Complaint

  12/31/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  12-30 appointment 2 pm. Months ago I came in and showed them what happened to my key fob. I thought I was going to have to pay but they said it was under warranty and ordered a part. This week I have been called saying the part was in I called same day to schedule an appointment and to see if they could fix my front tire loosing air. Even after making an appointment I would still get calls like they didn’t know I had made an appointment. I brought it in Not once when scheduling appointment with me nor when I brought it in did they say there was a cost Renee came out after I had been there almost hour and half f and said what is the matter with your fob I said it was broken she walks away I wait I eventually go out and I forget the whole words but I can warranty this you don’t have the remote It is embarrassing to need your vehicle back and to be told last minute that it is 275 or something like that for the remote the lady rings me out I asked about my tire I’d they fixed it. She said oh I think they put air in it it isn’t holding air that is why I brought it in. And I said I shouldn’t have been told it was under warranty if it wasn’t she walks off she doesn’t say wait a minute she had handed my paper a few minutes before but she didn’t tell me your fobs are in your car she just walked away from me went somewhere came back left again paged Renee eventually came and said I paged renee. She didn’t answer not did I have any additional time to be humiliated and very disgusted with such poor customer service I no come from a different environment and there is a way to approach people and treat people and I surely did not get that. And will the service advisor remember telling me that probably not it is my word against there. But I can tell you this I don’t lie. So if I’m thinking g that somewhere in there training he was not trained appropriatly and should have honored that. They should have a history on everything. She shouldn’t of if you could say slam the paper down and then walk off and never come back is rude inappropriate including the person checking me out I did not yell I stated my point I am extremely frustrated disgusted and hoping I will never have to go back there again learn how to treat people learn how to compromise work with people Thoroughly disgusted in most of my experiences here this one has topped it off poor service poor customer service poor everything. Need training training. Training

  Business response

  01/05/2023

  **** *******, 

  We do not know exactly what the warranty coverage or confusion was when this key was ordered back in July but due to the miscommunication we felt that we made a satisfying resolution with the customer by reimbursing partial payment of the key. Before completing the transaction we asked **** *******, is this a satisfactory offer and she responded that it was. 

   

  Andy P******

  Manager

  Northgate CDJR

• Initial Complaint

  05/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello - I recently made arrangements with the service manager of Northgate CDJR, Andy P******, to complete an oil change on my vehicle. Out of convenience, we exchanged vehicles, on 4/7/2022. As a representative of Northgate CDJR, Mr. P****** drove my vehicle to his place of employment, Northgate CDJR the next morning, 4/8/2022. Through dashcam footage I witnessed Mr. P****** driving the vehicle aggressively, taking he vehicle to 99 MPH in morning traffic on the way to work. My primary complaint is the service was not complete as discussed. I specifically stated my two concerns during conversation with Mr. P******, were, proper oil per manufacturer recommendations (an uncommon oil type), and resetting the service indicator. Mr. P****** offered to help me out. Additional concerns/issues are outline below (per dashcam footage): 1) Driving a customers car at 99mph in morning traffic. Aggressively accelerating to 64 mph in a 35 mph zone, swerving through traffic. 2) Excessively accelerating immediately after startup without giving the motor or turbos even seconds to warm up. 3) Using ******** as the go to’ for ***** reset. As stated to Mr. P******, this requires a special software. 4) Stopping at a bar for over an hour, and having drinks, before returning my vehicle, approximately 30 min away. 5) Service staff, trying to see if they could ‘break it loose’ when pulling into the service bay. I’ve contacted Mr. P****** to resolve this invoice, totaling $210.72, however, he has been less than agreeable to work with me. Based on the incomplete service, the aggressive use of the vehicle, and operating a customers under the influence; I feel the balance should zero.

  Business response

  05/20/2022

  We handled the customers concerns. 

  Customer response

  05/20/2022

  Hello -
  
  Regarding complaint ID: ********:
  
  After Northgate CDJR received the complaint filed with the BBB, I was promptly contacted by Mr. P****** first thing the next morning. 
  
  He has agreed to clear the balance due on the invoice referenced in the complaint (see screenshot of text from Mr. P******). He has also assured me he will be sending over a copy of the paid/zero balance invoice. As a result, I would like to fully remove/rescind my complaint, and/or reflect a positive resolution regarding this matter. 
  
  I appreciate both Mr. P******’s prompt response in resolving the issue, and the BBB for its assistance in facilitating such.
  
  
  
  
  Regards,
  
  ***** ******
  ###-###-####
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩