ComplaintsforRoberson Motors Inc

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my car in for a diagnosis and they kept it 24 hours without giving an official diagnosis and then after they gave a diagnosis, they refused to show me a full quote including part numbers and want to charge me diagnosis for something. They already knew what was wrong when I told them when I checked in, so theyre charging me for stuff that theyre not actually diagnosing and they also were claiming that they cant get part numbers out even though I can get part numbers from online I can also get part of their own parts department.so they are lying about policies

  Business response

  04/18/2024

  The vehicle was brought to us with three concerns.  The customer had a service contract they wanted to use to cover the repairs.  At write up the advisor let the customer know that if the contract did not cover the items they would be responsible for diagnostic charges.  The customer signed the repair order with the circled diagnostic charges before we began diagnosis.  We got the vehicle diagnosed and called the contract for authorization to do the repairs.  The contract let us know that the failed items were not a covered repair.  The advisor then let the customer know that the contract would not cover the repairs.  The customer then asked about discounts and other options for doing the repair at a cheaper rate.  They did ask for the part numbers and they were told we do not give out the part numbers.  This was incorrect on the advisors part as this was an old policy that was no longer in force.  The customer let the advisor know they were unhappy with the policy and didn't think they needed to pay the diagnosis because they told us what was wrong to start with.  We can not submit a claim to a service contract with us diagnosing the problem first.  The contracts will not accept the claim if we don't.  After the advisor notified management about the customers concern about the diagnosis the advisor was told to not charge the customer diagnosis.  The customer was notified that they would not be charged diagnosis and they were able to come get the vehicle at any time.  Vehicle was released to the customer for no cost as the dealership absorbed the cost of the diagnosis.  The part number policy was reviewed with the other staff as well to make sure they all know that it is not against our policy to give out part numbers to customers.  

• Initial Complaint

  04/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/25/23 I brought my 2015 Dodge Ram into the dealership with a mechanical engine breakdown. This vehicle has been brought into Chrysler / Dodge dealerships over 30 times. All times were covered under my original warranty, then my extended warranty and now the extended warranty given to me directly from Chrysler. This truck has been in dealers for probably 6 months. I am a senior citizen on disability and this truck takes me to doctors appointments and shopping for food. Even though I have a Chrysler warranty, this dealer made me pay for a taxi home, in the rain. At the dealer, an employee ran the the code checker to verify it was an engine problem ( covered by warranty). The dealer said there are so many vehicles in front of me it might be weeks before they could have a technician look at it, (just to verify what I was already told the problem is). I can not get a loaner or rental car approval until that happens. I called a week after I brought it in and was told there is still 10 vehicles in front of me. I love my truck especially when it sits in my driveway and I have the option of driving it. It's amazing to me when I've sat in the line at service to drop it off the line of new trucks in front of me. A number of times I've dropped it off, with an appointment, they've still had it for over two months at a time. It's to bad Chrysler doesn't spend as much money working with the dealerships to invest in bigger shops so they can hire more mechanics to repair our $60k-$90k trucks as they spend on commercials telling us how great their trucks are. P.S. thought it was interesting how a salesperson came out to tell me as I was setting outside in the rain, how he'd overheard my conversation and offered to make me a great deal on a new truck. Some stones.

  Business response

  04/07/2023

  This is the first time this customer and vehicle have been at our dealership. The customer dropped it off without an appointment, and he dropped it off over the weekend when the service department was closed. We have diagnosed the concern and found the source of the concern and ordered the necessary parts to repair the vehicle. As of today, the customer is being put into a loaner vehicle until the repair can be completed, which we will be delivering to the customer. The part required for this repair is being covered by an extended warranty provided by the factory.

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