ComplaintsforHermiston Chrysler Dodge Jeep Ram

• Initial Complaint

  03/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We purchased a used 2016 ***** one ton dually from Hermiston CDJR on September 2020 for over ******. At this time we also purchased a 60 month/60,000 mile power train warrantee. The truck broke down and was towed to Fruitland ***** on September 30, 2021. At this time we had to have our RV towed so we would have somewhere to live and had to purchase a used vehicle since the rental cars were 500 a week. They worked with the warranty company for 2 months, requiring the engine to be torn down to be inspected. They refused to cover it due to modifications and the DEF tank and system having been removed. Which is the way it had been sold to us and we had not been informed. After several emails and calls to Hermiston CDJR, that where not returned we sent a demand letter on November 29, 2021 and had out RV towed back to ********* on December 4, 2021. After another email regarding our demand letter, they had us come in and talk to the sales manager. He was apologetic and said he was new and would have the truck towed to them and we could either have it fixed or trade it. Nothing heard back but when we could get them to finally return our call, there was a new sales manager and he didnt know what we where talking about. Finally talked to him again in a few more days and he said they where working on it but they would not put the DEF system in, that we would have to pay for that. A month later we kept calling but he would never return our calls. We finally talked to someone in service and they said that it was due to be worked on. Since then its been about a month but they are still having problems and we still have not got out truck back. We have been paying a truck payment of 800 a month for 6 months without a truck and had to put out money for a car and towing that we could not afford and our still paying on.

  Business response

  03/25/2022

  To whom it may concern,
  
  Since this was recently brought to my attention, I have reached out to the customer and assured them that we will get the vehicle fixed. The vehicle should be repaired and released to the customer on 3/25/2022. I have spoken to the customer and the customer is satisfied with the recent communications regarding this complaint. I have also offered to purchase the vehicle they bought due to this one being in the shop. They said they would love that. We are diligently working towards having a happy customer when this is all done. 
  
  Thanks,
  
  *******************
  General Manager
  Hermiston CDJR
  ************
  *****************************************
  

  
  

  Customer response

  03/26/2022

  It is now March 26, 2022 and we still do not have our truck back. Its been 6 months. I have heard from ***** and **** one time, where they stated that they would keep in contact by text. They mentioned that they would purchase our car back from us, that we had to purchase for transportation. If we can get our truck back and they purchase the car for what we paid, we would be content. We would like the paperwork of what has been done to the truck so if we have more trouble we could give the information to what ever mechanic we have to use.  Their service department has been outstanding with keeping in touch in the last two months.  I hope they can get their other sales manager and other personnel to return phone calls and just let their customers know what is going on.   We would just really like to have this over.
  Complaint: 16825582
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

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