ComplaintsforPerformance Chrysler Jeep Dodge RAM Delaware

• Initial Complaint

  03/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  "False Advertising". Vehicle shopping online like most tend to do these days. We found one at Performance CJDR. The vehicle was in another state over 250 mi away. My son reserved a time for us to make the drive and check it out on 2/16/24. All the information we went off of was what they had on the online websites, auto trader, ********, CarGurus and their own website with the same main listing photo with the information,"4x4, Clean Carfax, Loaded and NAVIGATION",seeattachedphoto. When we arrived at the dealership they had the vehicle ready for us to test drive. This vehicle has the 8.4 inch U Connect infotainment, was obvious during the test drive and could be seen in the photos. During our test drive. We were mainly focused on the mechanics of the vehicle. Decided to purchase and we wrapped up the deal right at closing. I drove the vehicle back per my son had to drive his loaner car back. We drove back in a snow storm with unfavorable roads. Not being very familiar with the area, I decided to take advantage of the navigation. Only to find that it was not available.I reached out to the dealership the following day and left a message with our find/concern. After some research, we found that the navigation is a downloadable feature with an additional one-time activation fee. I sent emails on 2/19/24 to the used car manager to give them an opportunity to correct the issue. I was told that it was advertised as navigation "capable" on the window sticker. I argued that the window sticker was not readily available for us to view while shopping online and the online information was used in our decision making. I emailed him the online photo and information we went off of and he told me there was nothing he could do. He said it was a mistake and apologize for the inconvenience. I asked him if I was misled by his sales tactics, to which he never responded. Not asking a lot, just asking for them to own up to their mistakes. That's what reputable businesses do. ***** *****.

  Business response

  03/14/2024

  Good afternoon,

  Performance Chrysler Delaware apologizes to Mr. ***** for their oversight in not catching the error for the options listed for the vehicle.  This is managed by a third-party vendor and was not caught by the dealership when the vehicle was posted online.  This is a rare incident, and the dealership does have a disclaimer on their website stating "May not represent actual vehicle. (Options, colors, trim and body style may vary)."

  The dealership would like to offer Mr. ***** $500.00 towards the purchase of an after-market navigation system for his vehicle as a gesture of goodwill.

  Customer response

  03/17/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** *****

  Customer response

  04/16/2024

  
  Good morning, ****** brought ***** calling complete number ********. Just following up the complaint, and sounds like the other party, You know, obviously, to the e-mail, made an offer towards us, to close this, make a resolution. Unfortunately, we haven't seen that. So, just trying to do a follow up then. See, if either open it back up or reach back out to ***** show, I can see what the hold up is. So, appreciate it. Number is ###-###-#### X-rays.

  Business response

  04/16/2024

  Good morning,

  Mr. ***** reached out to me directly via email last Friday night to let me know the check was received.  See below

  "My son informed me that he received the check today. So thank you. We are all set and I am glad this is resolved.
  ***** *****.
  
  On Fri, Apr 12, 2024, 9:22?AM ***** ***** <******************> wrote:
  *****,
   Just reaching out to see where your at with the offer you proposed to resolve our issue. I have reached back out to the BBB to re- open the complaint. I have not had any communication from your end and have not received your offer of the $500 check to put towards getting the GPS for my son's jeep he purchased from Delaware CJDR.  We took your offer due to this being an extensive issue and was just wanting to put this behind us. Your cost to get the GPS is approximately $520, ours is approximately $600. We originally hoped you would get it taken care of. We felt your offer was reasonable at the time. The more work I have to put into this the more frustrating it becomes. Your attention to this matter would be greatly appreciated.
  ***** ***** 
  ###-###-####."

   

  Customer response

  04/17/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** *****

• Initial Complaint

  02/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My non-profit organization ****** & Friends, Inc. purchased a 2015 Ford Transit Van from Performance Dodge in Delaware Ohio on 7/1/23. Since that time there has been in excess of $6000 in repairs that we have had to the van in order to get it functional. The van broke down the day I picked it up at the dealership and had to have it towed back for repair. They covered the cost of that repair. Since we have had the van, it has been unable to be driven for approximately 2.5 months. In addition to the $6000 we have already paid in repairs, there is an additional $4200 for a new catalytic converter for the engine has so much rust damage from a leak below the windshield that gas seeped into the catalytic converter and it will need replaced. The vehicle according to the dealership paperwork passed dealer inspection. In talking to the General Manager **** *******, I explained that there was so much rust in the engine due to the leak and the dealership I had do the repairs said this appears to have occurred over some time and not in the short time we have owned the vehicle. There were rusted spark plugs and rust down in the engine coils. He indicated that while it passed "dealership inspection" they would not look at things like spark plugs or the engine. They did assess the back brakes and decided not to repair. I had to pay for a whole new back braking system which was one of the many repairs. Mr. ******* is only willing to reimburse for the brakes which is approximately $1300. That leaves the remaining $8700 for my agency to cover. I don't feel this vehicle had a proper inspection for the salesman said they have guys "who look for everything for the more they find, the more they get paid." He assured that this was a good running vehicle and that it passed dealership inspection. I feel this is ridiculous to by a vehicle at asked price and then pay $10,000 in repairs in the first 7 months.

  Business response

  02/27/2024

  Good afternoon,

  The "Van Expenses" document that the consumer submitted is blank.  

  Customer response

  02/28/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21354088
  
  I am rejecting this response because: I am rejecting this response because: I was not able to upload the memo and expenses I sent to Mr. *******, General Manager.  He has them and we have already talked on the phone.  I am uploading those documents and also want to add that the repairs for this vehicle that was "dealer inspected" are now in excess of $10,000 and this is after only owning the vehicle for 7 months--2.5 of those months it was off road completely inoperable.
  
  Regards,
  
  **** *****

  Business response

  03/22/2024

  Good afternoon,

  Attached is the documentation reflecting the purchase of the vehicle as-is as well as the decline of the extended service contract.  As stated in an earlier response to the complaint, Mr. ***** did decline the dealership's offer to reimburse him for the rear brake replacement as a gesture of goodwill.  

   

  Customer response

  03/25/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21354088
  
  I am rejecting this response because: I will not accept this response as I said earlier.  I am out $11,200 due to this dealership selling a vehicle that was not properly inspected.  Had it been properly inspected, many of these issues would have been discovered. There was an offer to reimburse for the brakes.  I appreciate how it is called a good will gesture--the brakes were bad within 2 months so selling a vehicle with brakes that will need replaced in two months is unacceptable.  This is not a good will gesture, you should have replaced those and identified the other issues.  I am not satisfied with this response.  I did not buy the warranty and could expect some issues and repairs with the age of the vehicle, but there was clearly rust and engine damage from a water leak.  I believe this is far above what is acceptable when you sell a used car.  You question if the Ford dealer is repairing things that do not need repaired.  I would not authorize what is not needed for it is coming out of the revenue that my fairly new non-profit has been able to create.  In essence the negligence of this dealership has cost my non-profit a lot of money that should have been used to work with the individuals we serve.  I do not agree with the response and the only resolution I will ever agree upon is half the costs of the extremely ridiculous repairs.  This does not cover the fact that the vehicle has been inoperable for 3 months and it was only purchased July 1, 2023.  
  
  Regards,
  
  **** *****

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  8/9 took vehicle in for exhaust leak. They serviced vehicle when leaving it makes same noise. In going back they advise other side is also broken. Was in on 8/7 for oil change during vehicle inspection they say brake fluid is bad they changed this less then 6 months ago. Shady business practices in giving full diagnosis of vehicle problems or proactively communicating with a customer to resolve problem. Previously tried to sell me on recommended service of differential service when again I had just had them do this 2 months prior.

  Business response

  08/15/2023

  Good morning,

  **** ******, service manager at Performance Chrysler Delaware, spoke with Mr. ***** last Friday to apologize on behalf of the service technician in charge of Mr. ***** vehicle.  It was not communicated to Mr. ***** that while working on the vehicle, it was discovered that both sides of the exhaust needed repaired.  Performance Chrysler Delaware is making the repairs to the vehicle at a deeply discounted rate to help compensate for the miscommunication.

• Initial Complaint

  02/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My JEEP Wrangler is experiencing issues due to a manufacturer defect and is being repaired for a second time in the last month. The parts needed to fix the issue are backordered with no ETA. The dealership is refusing to provide a loaner vehicle which is leaving me with no car indefinitely. I have contacted JEEP corporate and Ally Financial (where I lease through) and they have both said that it is the dealership’s responsibility to provide a temporary vehicle while my car is being repaired.

  Business response

  02/14/2023

  Good afternoon,

  After looking into this, Performance Chrysler Delaware shows that Ms. ****** opened up a case with Jeep Customer Care on 1/24/23.  Performance spoke with the Jeep Customer Care representative and was informed that they tell every customer that a rental vehicle is at the discretion of the dealership.  This is the first time Ms. ****** has brought her vehicle to Performance Chrysler Delaware for service and did not purchase the vehicle from Performance. Unfortunately, they cannot provide every service customer with a rental vehicle.  The real issue is that Jeep can't provide a firm date for the parts to be available which is something Performance Chrysler Delaware cannot control.  An early lease termination would be something that Ms. ****** would need to negotiate with Jeep and Ally Financial.

• Initial Complaint

  10/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  SUBJECT OF COMPLAINT: REPAIR TO VEHICLE PURCHASED MAY 17TH, 2022-----When purchased, it was noted that the Pillar Trim Panel on the front passenger side was loose. The salesman thought it needed a new clip and said it would be taken care of. The part had to be ordered. The repair was done of 7/27. However, on 9/13, the panel popped loose. I made an appt'mt to bring it back for service & notified the salesman.He informed me he would need to talk to the Used Car Mgr & get back to me. On 9/20 I emailed him & asked for an update. He called the next day & said the dealership would not be repairing it again. He said they repaired it as promised and even had to order a new panel which cost $130; therefore, a second repair would not be done. During our conversation he asked if I had pushed on the panel causng it to pop out to which I replied "no". He also asked if it kept happening would I expect them to keep repairing it. My response was that it made no sense that it would keep happening unless the panel was either defective or cracked when installed. He said he didn't have the authority to do anything further and I was welcome to contact the Used Car Manager. I took my vehicle to a local body shop in Marion and the owner said the panel was cracked inside. I also checked the Toyota Website and there have been no recalls for this problem. I also called randomly some Toyota dealerships to ask their opinion as to what would cause this to happen. I was repeatedly told that either the panel was defective or damaged when installed. It wouldn't just pop out for no reason. Following my research, I sent a letter Oct.10th to the Performance Dealership's General Mgr., Mr.**** ******* explaining the situation and my justificaton for expecting them to repair it. As of this date, I have not received a response and would like your assistance..

  Business response

  10/31/2022

  Good morning,

  In response to complaint #18299850, the consumer purchased as As-Is vehicle and declined an extended service contract (see attached).  Performance Chrysler Jeep Dodge RAM Delaware did agree to fix a Pillar Trim on the vehicle at no cost to the consumer.  The part needed was ordered and the work was performed on the vehicle as promised.  Performance Chrysler Jeep Dodge RAM Delaware cannot continue to repair issues at no cost to the customer after several months of ownership.       

  Customer response

  11/02/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 18299850
  
  I am rejecting this response because:   

  1) Re: Performance's comment that they cannot continue repairs at no cost after several months of ownership-----

  Purchase date was 5/17/22.

    It took over 2 months for Performance to get the part to make the repair on 7/27/22.

    One month & 13 days later - 9/13/22 -- the panel popped loose.

    At that point, I had owned the vehicle just 3 months 13 days...............

    Again, my research indicated either the part was defective or it was damaged when installed --- this model has no recall for this problem nor is it a common repair.  It didn't pop loose for

  no reason.   Once fixed properly, this would not be a recurring problem for which I would be requesting repair at no cost.
  

  2) Re: "As-is" purchase and  Declining the extended service contract-------

    Yes...........I am aware the purchase documentation said "As-is"--------however, the salesman acknowledged the problem and promised it would be taken care of.

  Yes---------I declined the extended service contract because I could not afford it.

   

  In summary............I stand firm on my justification that Performance should make the requested repair based on my research which indicated this did not happen for no reason...either the part was defective or was damaged when installed. 

   

  Respectfully,

  ***** ****

   

   

      

   

   

   

  
  
  Regards,
  
  ***** ****

  Business response

  11/11/2022

  Good afternoon,

  Performance Chrysler Jeep Dodge RAM Delaware stands by their response dated October 31 to the complaint.  If Ms. **** would like to call **** ******* at Performance Chrysler, he would be happy to discuss his decision.

• Initial Complaint

  08/22/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We bought a vehicle for our company back in March. Never received the title. I've called several ***es to **** where she said they are still waiting to receive the title. She said this some***es happens. She says a manager will call me back and no one ever does. I've asked her if she can call me back and never does. I have to call 10 ***es a day before I finally can talk to someone. I also spoke to ****** in finance, and he never called me back either. Worst company ever. Do not buy from them!!!! We are going to have to get lawyers involved.

  Business response

  08/26/2022

  Good morning,

  Please accept this as the formal response from Performance Chrysler Jeep Dodge RAM Delaware to the complaint filed by ****** *****.  Performance purchased the vehicle from Mannheim Pittsburgh in February, 2022.  Performance has been diligently trying to obtain the title from Mannheim for over 6 months.  Please see follow up notes on title below:

   "HMAR DEALER PURCHASE 02/01 ******* PITTSBURGH // Emailed *** for update from ******* Pittsburgh - thisis an intercompany HMAR to Delaware // THIS IS NOT AN OHIO TITLE - IT IS AN INTERCOMPANY FROM HMAR - WAITING ON TITLE TO COME FROM ******* PITTSBURGH - EMAILED *** FOR AN UPDATE // EMAILED ******* FOR UPDATE 04/15 ML // UPDATE The seller is awaiting a lien release for this title so they can process the paperwork. They were not able to provide an ETA at this ***e unfortunately.  Emailed ******* and *** for an update // emailed *** for another update from ******* Pittsburgh - ******* shows this title is still absent on the ******* Portal - Last update received from ******* stated they are having difficulty reaching the seller for updates, but will try again.  // Emailed ******* and *** Gould requesting another status update on this title. 6/8/22 // EMIALED *** GOULD FOR A TITLE STATUS UPDATE FROM ******* PA - ******* PA TITLE STATUS STILL SHOWS ABSENT 6/20 // Mannheim still has this title marked absent 6/29 // UPDATE FROM ******* - I reached out again to the seller and they responded back this morning that they were in contact with the bank and are working on getting the account paid off.  The previous response stated they were applying for a duplicate title so I’m not certain what the status is at this ***e and have asked for further clarification.  I am not getting an ETA of any kind on this.  You have been extremely patient waiting for this title and if you would like to return the vehicle through arbitration you can certain do so as I cannot give a ***eframe on when we can expect this title.
  ******* STILL SHOWS THIS TITLE AS ABSENT - 7/26 // UPDATE FROM ******* - I reached out again to the seller and they responded back this morning that they were in contact with the bank and are working on getting the account paid off.  The previous response stated they were applying for a duplicate title so I’m not certain what the status is at this ***e and have asked for further clarification.  I am not getting an ETA of any kind on this.  You have been extremely patient waiting for this title and if you would like to return the vehicle through arbitration you can certain do so as I cannot give a ***eframe on when we can expect this title. // UPDATE FROM ******* 08/12: I have reached out again to the seller and requested a new update and ETA.  All of the previous updates have stated the same thing, that they were obtaining a duplicate title so I imagine they will still provide the same answer but I have asked for further clarification on what is being done and an ETA.  // SENT FOLLOW UP EMAIL 08/18 ML".

  Performance Chrysler spoke to the customer earlier this week and offered to buy the vehicle back.  Ms. ***** mentioned that they had added leather to the vehicle after the purchase.  The dealership informed Ms. ***** that they would reimburse that cost as well.    Ms. ***** told the dealership that she would discuss the buy back offer with her Father.    The dealership was recently informed by Mannheim that they expect the lien release in 7-10 days to enable them to get the title.   **** *****, Used Car Sales Manager at Performance spoke with the customer regarding this new development and the customer stated that they are ok with waiting on the title. 
  

   

  Customer response

  09/12/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 17750743
  
  I am rejecting this response because: I have called with no answer. We still have not received the title or update on what is going on.  
  
  Regards,
  
  ****** *****

  Business response

  09/21/2022

  Good Afternoon,

  In response to Ms. ******'s additional concerns, Performance Chrysler Delaware finally received the title from ******* on September 13 and has been processed.  If Ms. ******'s issue has not been resolved, please let us know.  

• Initial Complaint

  12/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used Audi Q5 from here a couple of months ago. I noticed immediately that the car was burning through oil at an unusually rapid rate. Initially I just thought that it needed an oil change. I went to start the car the other day and the engine started smoking and smelled like an electrical fire. When I had it looked at, they said that there were some major issues that they were surprised a dealership did not know of or did not disclose. All of these things needed to be replaced: The starter. Spark plugs. Engine thermostat. Turbocharger. The latter is a $1,300 part in itself, not to mention labor. It was also the reason the oil was being burned through like propane. All in all it is going to cost me almost 4k plus towing and a rental car just 2 months after I purchased from this dealership. I'm not sure if it was just negligence or intentionally not disclosed, but they obviously denied any wrongdoing on their part and refused to assist in any of the cost. Unfortunately I will probably have to get legal involved at this point

  Business response

  01/05/2022

  Good afternoon,

  Our apologies on the delay in responding to *** ******** Complaint.  *** ****** purchased the vehicle in September 2021 and was offered an extended warranty at that time which he declined.  The vehicle had 92,000 miles on it when *** ****** purchased it and the cost of the warranty was significant because of the mileage and that it was an Audi.  The dealership did inspect the vehicle prior to selling it to *** ****** and also performance over $1,600.00 in service before selling the vehicle.  Unfortunately there is no test you can perform on a "turbo" to see when it may go bad.  At no time did *** ****** reach out to **** ******* or anyone else at the dealership about the issues he was having with the vehicle before taking to ST Foreign & Domestic Auto Service.  In the interest of customer service, Performance Chrysler Jeep Dodge RAM Delaware would like to offer *** ****** his next 2 oil changes at no cost.     

  Customer response

  01/07/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 16391350
  
  I am rejecting this response because: So, they did in fact inspect the vehicle and still decided to knowingly sell a faulty product. It was not just the turbo, which yes in fact the oil burning so quickly IS a sign of an issue with the "turbo", it was the starter that was also bad, the spark plugs, and the thermostat for the engine. Huge issues. 

  I was driving out of town when this happened hours away. I was luckily not on the highway and luckily the electric fuse that blew and caused the smoking didn't start a larger fire. Because of the situation this put me in I had to act immediately because I was stuck out of town. 

  Neglect would be bad, but inspecting faulty parts and still selling it "as is" with none of those issues disclosed to me is deceitful business practice and I won't accept that.

  I called and spoke to the supervisor and they said it was not their problem. But it is.

  
  Regards,

  
  ***** ******

  Business response

  02/21/2022

  Good morning,

  In response to *** ******** concerns, Performance Chrysler Jeep Dodge RAM Delaware stands by its response dated 1/5/2022.  Performance did complete the service work that was diagnosed by the technician prior to selling the vehicle to *** ******.  *** ****** purchased the vehicle "As Is" and without an extended warranty.  *** ****** did not reach out to Performance to discuss the issues he was having with the vehicle prior to taking the vehicle to ST Foreign & Domestic Auto Service.  The offer made by Performance to offer *** ****** his next 2 oil changes at no cost still stands.  

• Initial Complaint

  08/31/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To Better Business Bureau, I am reaching out to inform you that on Monday August 23rd, 2021 my 2011 Jeep Grand Cherokee caught on fire and was deemed a total loss by my insurance company. The fire department indicated the fire was caused due to an electrical issue, which resulted into a drop down fire. I am filing a formal complaint on Performance Chrysler Jeep Dodge Ram Delaware regarding the timeline of events and service leading up to the fire. Please contact me, and I will provide you a detailed timeline of events that occurred while my Jeep was in the care of their service shop located at **** ********* *** ********* ** ***** No one from this company will return my calls, or respond to my emails. My jeep was in their service shop for over two months. Please advise.

  Business response

  09/09/2021

  Good afternoon,

  Our apologies on the delay in our response to Ms. *****.  We are currently investigating the incident with the vehicle.  If Ms. ***** could provide us with a copy the Fire Department's statement with the cause of the fire, it would help to speed up the investigation.  If Ms. ***** does not have one, we would be happy to reach out directly to the Fire Department to obtain one.  We would need to know the name of the Fire Department that responded to the call.    

  Customer response

  09/09/2021

  Hello, 

  I appreciate the response. Please reach out to ******* ******** from Porter Township Fire Department at ###-###-#### for the fire report.    
  I have also been in contact with a State Fire Marshal. Please contact the Fire & Explosion Investigations unit at ###-###-#### to see if they have concluded their cause and origin. 
  ******* ******** indicated my Jeep fire was electrical due to the white smoke coming from my Jeep. He stated that black smoke would indicate a fuel related fire. The smoke from my Jeep was white. 
  Please see attached pictures.

  Please let me know if I can assist in any other way.

  Kind Regards, 

  Business response

  09/22/2021

  Good morning,

  We have spoken with the Fire Investigation Unit and they informed us that this is still an open case and that no determination of the cause of the vehicle fire has been reached yet.  They informed us that we will receive an copy of the report via email once the case is closed.  We will need to wait for the final report before we can proceed. 

  Customer response

  10/01/2021

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

  I will keep in contact with the Fire Marshal, and if I receive any updates from them, I will pass the info along to you. 
  
  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. ↩