ComplaintsforGresham Chrysler Dodge Jeep Ram

• Initial Complaint

  08/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Got the car. The next week it breaks down. I contacted them and told them the problem and they had me return my car for a check up.When they contacted me and told me there was gas in the engine.Then they recommended me taking it to **** where they ran test and found no water but had other issues.I contacted them and told them that **** said that there was no water in the gas tank, I was told that the reason was because there was a new gas tank put in. I have tried to contact them on numerous occasions with no help or when I did get in contact with someone I was given the run around.I was told to give the general manager a call but, even then no response.

  Business response

  09/24/2024

  As a good faith gesture, we have agreed to reimburse Mr. ******* *******. He has agreed to this, and we consider the issue resolved. 

  Thank you, 

  ***** Giddings 

  Customer response

  09/24/2024

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

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July ******* I purchased a new 2024 Dodge Ram va the dealership website thru a *** from Dealership. I viewed photos of said vehicle off their web site I was in ******* and dealership is in ******** ******. Van was to be put on transport truck to Wayfarer Vans in **************** which did take place on July 30th. Upon arrival in **************** I was notified immediately as was the Sales *** at ****** Dodge via email with photos that there was a problem with the paint on the Van. We were informed that once it left dealership they couldn't help me that I could take it to any Dodge for Warranty issue. I checked with Dodge in my home town which told me selling dealership was responsible so I reached out again and was told by sale *** they would check with General Manager. After 4 days of no response I contacted sale agent again to see if he had touched base with him. After still no response I called Gresham Dodge to speak to General Manager 2 msgs were left still no response. Finally I reached ***** sales manager and was told to just take it to any Dodge. ************ took Van to a private body shop who informed them paint was applied while primer wet which was at Factory and defects were over entire Van so a Full ***aint would need to happen. I was never told by dealership that there was a defect in paint or I would have never spent $60,000 for a vehicle that needed a Full ***aint. There was no way they did not know of defect because Wayfarers Van was able to detect it with one walk around of Van. This is very deceitful practice. The General Manager has yet to reach out

  Business response

  08/22/2024

  The customer reached out to us about the paint defects. We helped by getting ahold of the dealership in her area. To our knowledge the vehicle's paint is currently being repaired by a body shop in her local area. She has stated that she will clear the complaint when the repair is done, and the paint has been repaired.

   

   

  Customer response

  08/27/2024

   
  *******, Gresham Dodge did contact the Regional Manager **** who contacted me , the Van is still in **************** but it is a constant battle getting the dealership in **************** to return phone calls. After 1 1/2 weeks finally someone came to inspecting Van and it is now at body shop getting inspeccin.  once the dealership gets a estimate the claim goes to Dodge, then if it is approved the paint job will take 2 weeks. So until the job is complete I am not willing to close case as of yet. 
  *****
  

  
  

   

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought my Ram 3500 Truck new on 4-24-2020 from ******************* Motors. Always had an overheating problem but after 2nd year towing a trailer it got worse. Took it into Gresham Dodge to address this issue on 2-10-2023 before warranty expired (see enclosed work order). They said could find no problem but employee *************************** said she would grandfather truck in when weather warmed up. Pulling 3500 lb. tractor on 9-15-23 truck overheated badly on Interstate -205 during a traffic slowdown. Took a bunch of dashboard gauge photos this time and sent them email to ***************************. She scheduled a time for the truck and I took it in for repairs. Gresham Chrysler had photos and codes of the problem but no repairs were attempted, said they didn't know what was wrong and no repairs were to be done (see work order). ***** told me any dealer in the state of ****** would do the same thing. This time they kept the truck for 2 weeks and nothing was done, ***** told me if I left it another week perhaps a field service technician might be able to look at it. I declined and took it home. Today on 6-13-24 in 72 degree weather it was running a oil temperature of 224 degrees with a coolant temp of 221 degrees. I'm no certified Mopar ASE mechanic but it took me about 5 minutes to figure out the fan clutch NEVER engages, never has, never will. There is no air being moved thru the radiator unless the truck is moving. Gresham Chryslers mechanics couldn't figure this out? On top of that my wife and I spent $5450 dollars on an extended warranty from the dealer and after looking into it the warranty states "No coverage of overheating issues regardless of the cause of overheating". Perhaps the warranty people were well educated in this particular problem and the long term ramifications? I just wish people would do the right things. Is this something dealers do when a vehicle is purchased from a competitor?

  Business response

  06/18/2024

  BBB
  *******************************************************************
  Phone: **************
  Fax: *************
  Email: *****************************************
  URL: *********************************************************************************************************
  
  June 17, 2024********
  Dear BBB, we received a complaint # ******** on June 14, 2024 from *************************** regarding his 2020 Dodge Ram.

  
  According to our service records ********************** brought his truck in for service 2 times, on 2/8/2023 at that time no code was detected.   9/26/2023 a code P 0217 appeared,but it was not active, and no light was present. We offered to have the Stellantis Representative look at the truck, to determine next steps, the customer declined and took his vehicle home.

  We could not verify or duplicate the overheat issue that Mr.******** had.

  
  Information that would be useful is the date and location of the overheating, what type of trailer was being hauled, weight, speed the vehicle was traveling.
  In diagnosing codes, we must have an active code or physically be able to duplicate the issue. We would like to assist ********************* in getting this issue resolved.
  Sincerely,

  
  *********************
  Service Manager  

  Customer response

  06/19/2024

   
  Complaint: 21849005
  
  I am rejecting this response because: They are still not wanting to do the necessary repairs and are giving me another run around. My truck would have sat in their lot for 3 weeks to maybe have a field service technician look at it. Those were the exact words I was told. Dont they have mechanics working there every day? I provided them with several gauge photos of the problem along with stored codes on the truck and weight of the trailer and tractor that I was hauling, which might have been 4500 lbs. After all this they did nothing except tell me maybe a field service technician can look at it. The clutch fan has never turned on since the truck was new. When its hot out and you are sitting in traffic it overheats. Im going to go to Chrysler now and see what corporates response is. The only thing that I could come up with is Gresham dodge gets paid to have a vehicle with warranty issues sitting in their lot. Nothing else makes sense. 
  
  Sincerely,
  
  ***************************

  Business response

  07/01/2024

  Hi, I have reached out to ******************* by phone requesting that he bring his vehicle back in for a diagnostic. WE have emailed *************************** at Stellantis and requested that he be present when Mr. ********** bring his truck in. Mr. ********** said that he would be available after July 10th to bring it back in. 

  Customer response

  07/17/2024

  They have had my truck since Thursday am. Got a phone call saying the mechanic thought the head gasket was bad ( makes no sense to me given problems its been having). I asked about taking to the mechanic but was not offered the opportunity.Told gaskets were back ordered with an additional 1 week for repairs after gaskets showed up. I asked if it was better if I brought truck home and ***** said she would call back with a timeline and wed figure out what was best. This was 2.5 business days and I have not heard anything from her. I actually need my truck back or at least a loner car for travel. I do not wish for the better business bureau to close this claim as I think Im going to need more support until I feel things are actually getting resolved. 

  Business response

  07/25/2024

  Hi *** **********, 

  I apologize for the inconvenience and the issues that you are experiencing with your truck. The truck was diagnosed, parts have been ordered and received, it will take about a week to repair your truck with no cost to you. 

  *********************************** the Service Advisor and ***************** Manager did request assistance with diagnosing with the district representative from Chrysler, he did diagnose and was able to push the repairs through warranty. She has clearly communicated this with you through voicemail and email. We were under the impression that you agreed to the diagnosis and agreed to have the parts ordered and the truck repaired. 

  Upon completion of this repair, we consider this resolved. 

  Thank you, 

  ***** Giddings 

  Customer response

  07/25/2024

   
  Complaint: 21849005
  
  I am rejecting this response because: I do not want this case closed until repairs have been made and truck delivered. Communication has been very limited on the dealers end and I always have to ask where we are at in the process. Was told several days ago parts may be in on Wednesday the 24th but have heard nothing. Today is the 25th. Would appreciate a email, text or phone call occasionally to keep me informed.
  
  Sincerely, ***************************
  
  ***************************

  Customer response

  08/03/2024

  Now on day 24 since I dropped the truck off at Gresham Dodge. Repairs not completed yet. I need to leave my complaint open until the truck is returned and correct repairs have been made. ***** has given me a couple updates this week and says it should be done next week. We will see.

  Customer response

  08/27/2024

  Thank you. After the pickup had been at Gresham Dodge for 27 days I got a email saying the pickup had its overheating repairs completed. The truck had a cab separation done on it for a new head gasket and thermostat replacement. The head gasket was replaced due to the technician being able to smell exhaust fumes in the coolant. Got it home and it still overheats. ******** wrote coolant temp of 221 degrees at idle is normal. Tried the mechanics professional recommendation when it overheats (alarm goes off and ac shuts down) to pull over to the side of the road and run motor up to 2500 rpm and it would cool down to 190 degrees. Tried it and I shut the truck off when the temp reached 258 degrees and it was still climbing. Yes I have their recommendations in writing. The repairs done were unnecessary, expensive and ineffective. Although the truck was out of warranty they covered the repairs due to the fact they wouldnt do the repairs under warranty as they said their mechanics didnt know what was wrong. After warranty expired I pressed the issue with the help of the BBB and at that time they agreed to look at the truck. I let the Gresham Dodge group know it was still overheating and their reply was they were done with me. Gresham Dodge/Ram has done a horrible job of diagnosing and trying to repair my 3500 Ram. Im done with that unprofessional immoral business as well and would urge anyone else to do the same. ***************************

  Business response

  08/29/2024

  Tell us wh
  8/29/2024
  
  ***************************,
  
  We have had several technicians, and the factory involved in this issue. We have not been able to duplicate or find any issue with this vehicle.Your vehicle has been under warranty, and we do value you as a customer but at this point, we have exhausted all our options. I would recommend reaching out to the factory customer service to see if they have any other options for you.
  We neither sold you the truck nor the warranty, possibly contacting the dealer that sold you the truck and or the warranty company. We honor and respect each customer regardless of where the vehicle is purchased.
  
  

  Customer response

  08/30/2024

   
  Complaint: 21849005
  
  I am rejecting this response because: Im done with Gresham Dodge. They could have run the truck at idle and then run the motor up to their mechanics recommended 2500 rpm to cool it down then watch it overheat and look at the 258 degree overheating problem. Not brain surgery. I would suggest they hire some mechanics that actually know what they are doing. The hardest part is hiring people that care at all levels. What I have found is their rep ******** is only there to represent the owners. Not a customer advocate. All I can do is tell everyone I know that has a Ram to absolutely stay away from Gresham Dodge. What a waste of time and money for the Chrysler organization .
  
  Sincerely, ***************************
  
  ***************************

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I brought my vehicle into the Gresham service center after identifying a check engine light on my dashboard. I was informed that I had a failed head gasket that needed to be repaired. I got an estimate and proceeded to get the repairs done to my vehicle by the Gresham service center. Retrieve my car after I was informed by the service center that my vehicle was repaired. As soon as I drove out of the service center, I noticed the check engine light was still on, so I promptly drove back to the service center within a few minutes of retrieving my vehicle. When I drove my vehicle back into their service center I spoke to the service advisor, ******************************* who I had been working with. At this time, they took my car back into the service station and brought it back out approximately 15 minutes later after working on it again. I was then informed that the check engine light might come back on but would eventually stay off after the programming settled. And that I should just give it some time. I then contacted the them many times to let them know the check engine light had stayed on since I picked it up from service. My issue with this business is that they are currently refusing to acknowledge the fact they accepted my car back into the service station and are relying on the original summary report of the initial repair of the failed head gasket. This report does not acknowledge that the check engine light was still on when I picked up my car from service. I have made several attempts to work with the dealerships Service Manager, ********************* but he refuses to even acknowledge the fact they accepted my car back into the service station and insists I will need to pay for another service appointment to have my check engine light addressed. It's my position that what they're doing is illegal by not reporting the work that was done on my vehicle when they took it back into possession.

  Business response

  05/03/2024

  I spoke with ******************** and the Dealership is paying for the repair. ******************** is very Happy with the outcome.

  Customer Service is very important to ********************** CDJR.

  Customer response

  05/03/2024

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

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my Jeep into the Gresham jeep dealership on Oct 30, 2023 because it was having a coolant issue and running rough. They gave me an estimate and I agreed to it. They called me on Nov 10, 2023 stating that my car is fixed, given a test ride and ready for pick up with a link for to pay. They stated they are only open Mon-Fri, which is the days I have to work. I paid $1812.63 and took off work early on Nov 15, 2023 to pick it up. I was waiting in front of the service department for them to drive it from the back lot when they came out and told me it was not starting. They said they would look into it, then texted me on Nov 28th,2023 that it would be another $3289.70 to fix and that the issue was my spark plugs in which I got installed at a different dealership. My car was running when I dropped it off on Oct 30, now it wont even start and im out $1800. The other dealership has been trying to contact them to get information but they are not answering. And the only answer I was given is that things happen. I wanted a call back from the manager but the tech said they have tried but I haven't received a single call. They are still in possession of my vehicle as I cannot drive it, when it was running when I dropped it off.

  Business response

  03/12/2024

  On October 30th vehicle was brought into Dealership because it was having coolant issues and running rough as per customers complaint to BBB.

   

  #A  Customer stated that the check engine light is on. Check and advise.    Vehicle was scanned and had multiple codes, majority of the codes where stored but 2 where Pending. By looking at the scan sheet we noticed that the vehicle through a code of P1063 Clylinder 3 oil supply solenoid valve stuck but had 1 good trip and also showed P0520 *********** pressure while the vehicle engine was off. At that time we could not duplicate the P0163 but noted that it was a stored code. 

  With the vehicle showing oil pressure while the engine was not running we had permission from the customer to replace the Oil Pressure Sensor. Cleared the code and retested and now the vehicle is showing 0 pressure while the engine is off.

  #B Customer states that they're loosing Coolant. 

  Pressure Tested and found that the Coolant bottle was leaking.  We had permission from the customer to replace the Coolant recovery bottle and cap as well as coolant and clamps. Test drove and rechecked. Okay at this time.

  #C Recall No Remedy from the factory at this time.

  #D Recall Preformed recall

  #E Multi Point Insp

  #F *********************** Preventitive Maintenance.  We had permission from the customer. 

  #G Throttle Body Service.Preventitive Maintenance.  We had permission from the customer.

  #H Brake Flush Preventitive Maintenance.  We had permission from the customer.

  #I Recharge customer battery.

   

  After all repairs and preventitive maintenance test drove the vehicle for 32 miles to make sure all repairs where corrected and performed.

  Customer came in to pick up vehicle and at that time the vehicle would not start. 

  Created RO# ****** Scanned Vehicle and  CodeP0163 became active. Customer was advised on concern and presented with a P&A parts and availability 

  the reapir for the P0163 involves replacing the Variable Valve Actuator, Valve cover gasket and the Spark plug tube gaskets. @ a cost of $3289.70

  Customer Declined. 

  My technicians will not recommend a repair or sell a repair if they can not Duplicate the Issue.

   

  Customer response

  03/14/2024

   
  Complaint: 21407494
  
  I am rejecting this response because:
  

  When I dropped my car off it to the Gresham Jeep dealership it started and ran, I drove my car from my house to the dealership. I then paid  $1,812.63 for "repairs" and now it wont even start. So basically I paid almost 2000 and my car is in worse condition. Since I can't start my car up how am I supposed to retrieve my car? The dealership has made no effort to do anything, offer a partial refund or a tow. They wont even contact me or pick up my calls to deal with the issue. I have zero missed calls or  phone messages from the dealership, though the technician claim by text that they have tried to reach out.  The technician told be they are only open Mon though Fri from 7am-6pm, which is days I work so I've constantly check my voicemail for any communications to see what actions so be taken next. I am not willing to spend another $3200 for my car to continue to not work and then probably more repairs with they way this dealership runs. If was told from the beginning that the repair would cost over $5,000, I would not have gone ahead with them.

  Gresham Jeep is also claiming that my spark "plug they were not tight, whoever did the tune up used incorrect and did not tighten plugs all the way" and also "wet from fuel. 1 of 4 valves are working". I don't understand how the dealership went through my car, repaired the issues and test drove it 32 miles and not realize this. Why was that not checked beforehand. My car came in with a coolant problem and an unknown reason for running extremely rough and bad throttle control. I feel like the spark plug should have been checked during diagnostics. The claimed incorrect tune up and spark plug were done at Gresham ****** and the ****** dealership has also tried to reach the Gresham Jeep dealership but Jeep is not picking up or returning messages. 

  Im just at a loss of what to do next, i'm very frustrated to have paid $1812.63 for my car to now not even start and the Jeep dealership is doing absolutely nothing to help. 

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

  Business response

  03/19/2024

  When the vehicle came in it had a code P0163 with 1 good trip. ******** stated in previous statement that the vehicle was running rough when she brought the vehicle into the dealership.  Technician tried to duplicate customers concern and test drove the vehicle for 32 miles which we can confirm with the mileage in the check in report and the miles currently on the odometer.. Customer requested other repairs due to loosing coolant , preventitive maintenance as well as having the recalls performed, Unfortunately the code P0163 returned which is out of our control but we did our due diligence by driving the vehicle 32 miles trying to duplicate it. We will not recommend a repair or sell a repair if we can not duplicate the concern. We have all of the documentation as well as provided it. The Service advisor kept the customer informed of everything through our text to drive system. Customer quit communicating with the advisor. 

   

  Customer response

  03/28/2024

   
  Complaint: 21407494
  
  I am rejecting this response because:

  None of my concerns have been addressed. 

  My main concern now is that my car no longer turns on. When I drove my car to the dealership in October 2023, it not only turned on but was drivable. Now I paid $1812 and my car doesnt run. I would like my car back in my procession, but I cannot remove it since it does not run. The Jeep dealership has not replied to me reaching out or made any attempt to reach me so that we can figure out a way to get my car back to me. I have a total of 2 voicemails from the Jeep dealership; 1) from October 30 2023, in regards to the what repairs they are recommending and 2) from March 8, 2024 returning my call, saying that the manager working my case is on vacation and will give me a call upon his return. He never did return that call and has never once reached out to me.

  Back to the original concern, as previously state I brought my car to the Jeep dealership as it was running rough and having a coolant problem. The throttle service control indicator came on and while driving the vehicle seemed to have troubles with fuel/acceleration (which is super obvious when both driving and listening to the vehicle).  What exactly did the dealership do to fix my cars main concern of running rough? I keep getting a list of items replaced but other than the coolant bottle, none of the other repairs seem to have addressed my main concern.  I do not believe the main problem with my vehicle were ever addressed. And I do not have confidence that if I pay an extra $3200 my car will be running fine since I was quoted $1800 and my car is in worse shape now. Whats to stop them from continuing to find problems AFTER I PAY and to continually add charges? 

  The Jeep dealership stated that ****** dealership put in the wrong spark plugs and did the tune up incorrectly, I reached out to ****** who said they have tried to contact Jeep but they are not answering or replying to them either. Again, I just want to know if the ****** dealership did in fact put in the parts and if so I would like my car looked at by them. If the did in fact do the tune up incorrectly, again how was that not caught when my vehicle was first looked at and repaired? I should think a mechanic would be able to tell if only 1 spark plug is working especially after driving it for 32 miles. My vehicle came in because it was having performance and fueling problems, one would think the spark plugs would be one of the first things checked. Why was my spark plugs not looked at in the first place?

  I want my car back to the condition I took it to the dealership in, with it being able to turn on! I feel like with me paying them $1800, thats not a big ask. At this point, ** settle with just having my car back so I can get rid of it. I was originally planning on selling it or trading it in but thanks to the Jeep dealership, I can no longer trade or sell it since the vehicle no longer turns on or runs. I am just so frustrated with the Jeep dealership; I wish I never took it to them in the first place!!!
  
  Sincerely,
  
  *************************

  Business response

  04/02/2024

  PO163 WAS A **** IN THE SYSTEM WHEN THE VEHICLE CAME INTO THE DEALERSHIP  AS STORED AS WE HAVE THE ORIGINAL SCAN THE FIRST TIME THE VEHICLE CAME INTO THE DEALERSHIP, UNFORTUNATELY THE **** RETURNED. CUSTOMER WANTED OTHER ISSUES ADDRESSED AS WELL. 

  2014 JEEP CHEROKEE VEHICLE HAS ***** IN MILEAGE

  P0163 involves replacing the Variable Valve Actuator, Valve cover gasket and the Spark plug tube gaskets. @ a cost of $3289.70
  

  Customer Declined. 
  My technicians will not recommend a repair or sell a repair if they can not Duplicate the Issue.

  DEALERSHIP IS WILLING TO TAKE IN THE VEHICLE AS A TRADE OR HELP WITH THE REPAIRS. THERE WILL BE NO REFUND ON THE OTHER WORK CUSTOMER REQUESTED.

  Customer response

  04/08/2024

   
  Complaint: 21407494
  
  I am rejecting this response because:

  AGAIN you failed to give any useful information to move forward. I would like my car back, but thanks to the Jeep dealership my car no longer turns on. I DROVE IT TO THE DEALERSHIP! When I dropped my car off it turned on and was drivable thought having fueling issues. Now I paid $1800 for repairs and my car is in worse condition.  I JUST WANT MY CAR BACK! The dealership is refusing to answer my calls or help with returning my vehicle to my possession.
  The dealership clearly did not address my primary concerns when first doing repairs, I understand that they think they did and I will not be getting a resolution. Because a code didnt pop up in their machine, they think that means my car was fine even though it was clearly having issues which I told them about and you could clearly hear and feel when driving.
  I was planning on trading my car in but thanks to the Jeep dealership that is no longer an option as they have caused my car to no longer turn on/run. I just want to get rid of the car now and need it back in my possession. But again, THE **** DEALERSHIP REFUSED TO CALL ME! And this seems the only mode of communication they are willing to return without me physically going in there. I work Monday through Friday, the dealerships only operation hours according to their technician and I will not be taking time off work because they refuse to answer.  
  The Jeep dealership continues to reiterate useless information without giving any real solutions or help. They blame another dealership for an incorrect tune up and using wrong parts but then refuse to address that claim despite continuously asking for clarification.
  I WOULD LIKE MY CAR BACK! I paid $1800 for the dealership to break my car, I refuse to pay for more repairs. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Complaint against H313837343038383234**H H32****3036**38373831H Dealership and Sales Representative *************************** To Whom It May ********* am writing to file a formal complaint against H313837343038383234**H H32****3036**38373831H Dealership and their sales representative, ***************************, regarding a series of events that began on February 10, 2024,which have raised serious concerns about unethical business practices and potential illegal activities suggested by the dealership&#**;s staff.My complaint stems from a sequence of events starting on February 10, 2024, which not only highlighted unethical business practices but also hinted at potentially illegal activities by the dealership&#**;s staff. These actions, I believe, contravene the principles set forth in ************ Unlawful Business, Trade Practices Act (ORS *******). This statute rigorously outlaws deceitful selling tactics, the failure to fulfill service or goods delivery promises without issuing refunds,and the employment of illegal collection methods, among other unethical practices.1. Misrepresentation and Pressure Sales Tactics: On February 10, 2024, I visited H313837343038383234**H H32****3036**38373831H Dealership to test drive a H32****3036**38373831H Challenger. During this visit, ******************* took the keys to my ****** indicating he would evaluate it for a trade-in. After signing paperwork for the H32****3036**38373831H Challenger, ******************** informed me that a trade-in was not possible, contrary to our initial discussion.2. Attempt to ******************* Fraud: Subsequent to the purchase, ******************** suggested that I commit insurance fraud through gap insurance by reporting the newly purchased vehicle as stolen. He mentioned he could assist by hiding the car and inquired if I knew anyone with a garage. ******************** also claimed he had previously engaged in such activities himself and assisted others in doing the same.3. Refusal of Dealership to Address Concerns: After these events, the dealership&#**;s staff,including management, refused to allow me to speak with the General Manager or address my concerns, effectively leaving me without recourse through the dealership.4. Unethical Incentive Offers: ******************** offered free oil change and car repair services as incentives for referring new customers to him, further exemplifying the unethical practices being encouraged at this dealership.5. Refusal to Return Personal Property and Coercion: Upon deciding against the transaction due to the issues, I requested the return of my Honda&#**;s keys, intending to leave the dealership. The staff, under the direction of ********************, refused to return my keys, effectively preventing me from leaving the premises and subjecting me to further unethical sales pressure. This act of withholding my personal property without consent further exemplifies the dealership&#**;s disregard for ethical business practices and customer rights.The dealership&#**;s phone number is ************, and the sales representative involved is ***************************.I believe these actions not only violate ethical standards but may also constitute illegal activity. I seek a thorough investigation into these matters and appropriate actions to rectify the situation. I am prepared to provide further details and documentation as required.

  Business response

  03/11/2024

  *********,

  First let me say that these allegations are deeply concerning, and are being taken very seriously.

  I appreciate you for taking the time to discuss the details of your experience with me.  I have interviewed the staff members involved and reviewed all the documents, images, etc, related to your purchase.  The documents and facts of the issue do not support your claims.  When our team realized that your ***** was a lease, we informed you that we could not take your car in on trade.  This is because ***** leases must be returned to a ***** dealership.  You acknowledged this fact, and still pursued the purchase as a secondary vehicle.  None of the documents that you signed indicate a trade in, trade in equity, or payoff.

  Furthermore, at no point in the purchase process did you display hesitancy or reluctance.  Rather the opposite; you asked for the car of your dreams and our team worked hard to make that a reality for you.

  I have found no evidence to support your claims against our salesman *****, who is otherwise known for exceptional customer service as reflected by numerous reviews and surveys.

  Since you have requested that we no longer contact you directly, I have informed staff and updated out CRM.  Please let me know if anything changes, or if there's anything we can do for you in future.

  Thank you,

  ********************* - Director of Operations for Time Auto Group

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

  Customer response

  03/11/2024

  I would like the car returned as well as the ledger to get their money back as a resolution. 

  Business response

  09/24/2024

  In previous responses the customer ask not to be contacted, we honored that request.  We investigated the complaint and found that we followed all FTC required laws and regulations while selling the customer her vehicle. 

• Initial Complaint

  02/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a 2024 Ram 2500 in December of 2023. The process has been nothing but a headache. Our signed contract and agreement does not match what the dealership has submitted. They have taken numerous shortcuts with filing our paperwork for the ownership and warranty protections purchased through the dealer. They have also failed on numerous occasions to follow up on their "promises" that were also held in our contract. I have spent hours of my time trying to find resolutions to work with the dealer. As the customer, we are left hanging and the dealership has still failed to follow through on their promises. If I sign a contract, that is a legally binding agreement, then that is what should be upheld and carried out. One would think anyways. However, upon retrieval of my first protection plan in the mail purchased through the dealer, the paperwork submitted by the dealer was in fact NOT what we signed and agreed to. This was confirmed through the company who received the documents. We paid in full and agreed to terms that they failed to fulfill the requirements of. We have another protection plan still pending to get the documents on, but based off my experience and lack of follow up from the dealer, I anticipate this will also be incorrect.When we purchased our brand new vehicle. The odometer disclosure read 21 miles, a significant difference than what we received. When they finally delivered the vehicle to us (hours after it was promised), there were close to 100 miles on the truck. It also arrived with damaged to the paint which the dealer promised to correct in an upcoming visit. Even though the vehicle spent an entire day at the dealer, the paint was not repaired, and they never followed up as promised to fix it. I have in our paperwork where these were agreed terms.

  Business response

  02/23/2024

  I have attached a copy of the signed warranty Document and also the notes that the business manager and the customers used while discussing the warranty options. From what I can tell it is a direct match to what the Warranty contract states. If there is something that I am missing I would be more than happy to help get it rectified for the customer. As far as the other promised items are concerned everything should be taken care of. The tires were reversed from white letters to black sidewalls at delivery. The spray bed liner was installed a while back. And the last item was addressed last week when ************ was here. He was here to get a scratch buffed and a rock chip repaired and when he was speaking with *********** ***, he told him he could take care of it himself if we supplied a paint pen which we got from the parts department on the spot.

  Gresham CDJR takes customer satisfaction very seriously and we like to make sure that our customers are taken care of. Please let me know if there is something that you need. 

  Thanks 

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

   

  Customer response

  03/12/2024

  The response from the business did include information that was finally completed on the truck (after seeking management involvement for them to follow through on their initial promise). 
  
  As far as the paint goes, **** eventually gave up on hope of the business fixing the issue themselves and was forced to take matters into his own hands. We had left many messages to re-schedule the initial appointment where this was to be resolved (the same appointment that the bedliner was put on). Never did anyone respond from the dealership. The service manager himself was supposed to follow up with **** to schedule the appointment when it was not able to be completed on the first visit, of course, that never happened. So yes, **** did stop by to seek a resolution since nobody would return our calls, and when offered a paint pen, he took it because at this point it is clear the dealership did not want to resolve the issue themselves. Again, putting more work on the customer. 
  
  Regarding the warranty. I have the same paperwork. There is also another set of paperwork with *************'s name that was previously submitted to all of these companies and the individual in finance would have to re-submit or cancel the previously submitted paperwork to submit it properly with both of our names as agreed.
  
  What we received from Ally (the other warranty purchased) contradicts the signed paperwork with both names as we agreed. We called and spoke to them directly, and they confirmed that my name was not on any of the documents that were sent in. They also had to speak with ******************* to allowing me any information of the warranty and to get it resolved. I am a co-owner and this is exactly why both names needed to be across all of the paperwork and warranties so that either of us could call to have claims filed or resolved. 
  
  We still have not received anything from Mopar confirming that the protection was purchased, titled properly with both owners and what we agreed on. 
  
  We have spent hours upon hours correcting and fixing the work that should have been done right in the first place. As a customer, that is what we pay for for a purchase like this. 
  

  
  

  Business response

  04/02/2024

  The dealership is still more than happy to still have the paint corrected. We would be happy to have it set up with a local shop to get it taken care of as we don't have a body shop here at the store. We are going to reach out to the warranty company to make sure that they have correct documentation on the warranty paperwork. Once we get the response back from them, we will let you know the outcome. If you would like the copies of the paperwork you signed that have both names on it, we would be happy to print up a set for you. Please feel free to reach out to us so we can get the truck scheduled to have the paint fixed.

   

   

  Customer response

  04/03/2024

   
  Complaint: 21307462
  
  I am rejecting this response because:

  At this point, monetary compensation for the time and effort we have both had to spend on this is what we are seeking along with the paperwork directly from both warranty companies (Ally and Mopar, NOT the dealer) showing that they have been purchased correctly through the dealer.

  I want to ensure we are receiving what we paid for, agreed on, and that both names are on the Ally and Mopar warranties as the signed agreement we went home with shows. 

  **** has already taken the time and resources to correct the paint himself. As previously stated, multiple attempts were made to have this resolved through the dealership on our end with no response. **** eventually resorted to having to come down to the dealership himself since our calls were not being returned as promised, which is when the paint correction pen was given. 

  I have copies of all the paperwork. The issue is that what **** received does not match the completed paperwork that was signed by BOTH **** and *******. We have received paperwork in the mail confirming the warranty plan through Ally and have already spent time on our end correcting it to include both of our names since it was not processed correctly by the dealer and only included ****. Again, this should not be a responsibility of the customer. It should have matched the signed agreement we paid for.
  

  I also contacted the dealer when this came to my attention. I was assured that someone in finance would look into our file and follow up with us. Of course, that never happened. 

  As for our Mopar warranty, we have the signed paperwork from the dealer from the date of the sale. However, we have still not received anything from Mopar confirming that we actually purchased this warranty or that it was even submitted. It has now been 5 months, and we should have paperwork directly from Mopar confirming what was purchased through the dealer. We have nothing. I need this as soon as possible directly from Mopar. 

  At this point, my trust is lost in the dealer and the paperwork provided directly from the dealer does not hold any value. 

  I would love to see the amount of energy that goes into making a sale at this dealer go into actually doing what is right for the customer. 

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

  Business response

  04/08/2024

  Please see the attached proof that both Ally and Mopar are showing both names on the Service Contracts. Both are showing active in their systems with all the correct information. You have received everything that was paid for and agreed on. 

  At this point we would consider the case closed as everything has been taken care of. 
  **** took care of the very small blemish in the paint with the Paint pen that the dealer supplied, and all docs are showing the corrected information with the warranty companies.

  Thank you, 

   

   

  Customer response

  04/09/2024

   
  Complaint: 21307462
  
  I am rejecting this response because:

  The documents provided do add some clarity. They also bring to light that we were sold double coverage by the dealer. 

  We purchased additional coverage from Ally for Key Fob replacement but were completely unaware that this coverage is also offered already through the Mopar warranty we purchased. When reviewing the warranty plans offered, we had asked on MANY occasions for clarity of coverage to ensure that we were purchasing what we needed and only that. At no point did the dealer inform us that the Mopar warranty ALSO provides the Key Fob replacement (potentially making the upsell package of the Ally warranty unnecessary).

  Regardless of this being intentional or not, we were sold double coverage due to this not being disclosed or explained to us at the time of purchase. I do feel this is misleading for a customer. If the dealer does not have the knowledge of the products they are selling, they should not be offering them to customers. 

  I also still do not have the detailed terms and conditions of the Mopar warranty. Every warranty sold should have this disclosure available to the customer. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  10/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In mid August '23 my 2021 Ram **** 6.7 liter diesel had a check engine light due to emissions (regeneration of diesel particulate filter). At that point the vehicle had about ****** miles and was under 2 years. Gresham Dodge service **** requested I leave the truck for a few days so they could run tests. They also reprogrammed the DPF/EGR. I took the truck home and the next day towed my trailer on a trip to ******* City. The truck entered "ReGen" by the end of my driveway and did not stop ReGen until I reached my destination of ******* City 80 miles away. The truck ran normally around town, then upon return home it entered ReGen again for the 80 mile trip back. The check engine light came back on, and I contacted Gresham Dodge again.I took the truck back in for service August 31st. Additional testing was performed and two weeks later I was advised the truck was ready for pick up. When the truck was brought around the corner it was clear there was a horrible knocking sound in the engine. I asked if all the oil had been drained because it sounded so bad. A technician came outside to check it but said he would have to take it back in the shop to diagnose. During this time the auto workers union strike was just in its first couple weeks and advisors said they were getting no cooperation from engineers or parts suppliers. This was understandable for the wait, but it was clear some type of damage was done to the truck.After about one week of not having my truck I returned to find it was just sitting and waiting in the back lot until the technicians could get some guidance. I was told the truck was going to be put through a five hour high-rev test and it had to be connected to the wifi in the shop. After another week or so that test was performed, During the test I was told a fuel injector had dislodged and sprayed diesel fuel into the oil. Following that the oil had to be analyzed, which took another week or more. I was told the oil was 10% diesel. I am now entering week 7 of having my vehicle in their shop. Every bit of harm to the vehicle has occurred in that shop. I have only wanted my truck back in working order, or I would want the truck replaced at their expense.

  Business response

  10/17/2023

  Customer frustration is understandable, but this is a Factory issue as we're following the Manufacture guidelines in the repairs of this vehicle. The vehicle injectors are dumping fuel into the crankcase which is a known issue with this motor. We had the manufacture tech rep at the store and confirmed this issue. We are in direct communication with the factory and following the repairs Per STAR hotline. Only thing done with this vehicle for this last visit was unplugging an exhaust sensor and re installing per the manufacture. 

  Customer response

  10/18/2023

   
  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

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Initially I asked the dealership if they could remove my Jeep Wrangle 2020 middle console to grab a card that had fallen underneath. The services depart was extremely hesitant and said they did not know how to do that. So, when I had brought my jeep in for an oil change, I asked if they could gentle try to get the card out. I asked them not to try too hard and told them if they could not it was no big deal. At the end of my visit I check out and when I got in my car I saw they broke my middle console. They ripped the portion between the driver seat and the ebrake. I walked back in and asked about it. Their response was "Since we did not break it completely we do not have to pay for it. I have reached out to them many times over the last two years. This happened Fall 2021. I still have my receipt for the day it happened. I spoke to the manager of services. He said he would look into it and never got back to me. I have reached out multiple times since then and have heard from no one. I want them to pay for me to take my jeep to a different jeep dealership and have them fix it and pay for the replacement. I do not trust them to touch my jeep. I was not aware of the BBB and only found out of this possibility recently. I am a 25yr old female and it seems no one is taking me seriously. I need some backup.

  Business response

  10/17/2023

  Gresham Chrysler Dodge Jeep Ram was Sold August 18, 2022 to ************** Customers complaint has to do with old Ownership which would have been the Borland Auto Group. Customers complaint was for services dated

  November 11, 2021.

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dealer has failed to send a payoff check to my banks after I traded in two vehicles for a brand new vehicle. Dealer has been giving me the run around about whats going on or not answering/returning calls.

  Business response

  09/12/2023

  On August 27, 2023 ************** purchased a new vehicle from Gresham CDJR and traded in two vehicles. By law, payoffs on trades must be made within ******************************* once the sale contract is funded by the lender. The payoffs were submitted on September 7, 2023 which was day 12 due to day 15 being a Sunday and a non business day. The lender had a delay and the contract was not funded by the 15th day due to a delay in their processing which required us to send the payoff prior. On September 11th, 2023 ************** sent an email to the business office requesting proof of payoff. ************** was provided the proof of payoff for both vehicles he traded in. Attached are supporting documents. 

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