Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 12, I took my 2020 Jeep Grand Cherokee Summit in for an oil change and to have them check on a shifting problem. They told me my transmission needed replaced and that it was covered under warranty, and the tech said could take as much as a month to work through the process. Its been 4 months and I still don't have my car. They have gone through two service managers making the problem even worse. *** Urness said that they have the part to fix my jeep but they are waiting for ******** to approve/agree to pay for it. Ive been told that they neglected to send a picture of the code to ******** in a timely manner so they had to resubmit and that they have resubmitted 3 times and continue to get nowhere, and then they told be that they are just a service center which is untrue, then they gave me the number to Chrysler Cares and asked me to call them. After 3 days, 3 calls and 2 hours of being on hold, I was told that they were not the people to help me with this. They told me that THE DEALER has to contact the warranty company and if that gets them nowhere, then THE DEALER has to call the warranty hotline. I asked for that phone number but was told that they cannot give it out to me, and that THE DEALER has the number. I called Urness to get **** email so that I could relay this message. I spoke with **** who gave me **** email and asked me to send it to him as well so he would be reminded to make sure *** gets the email. That was 6 days ago and I have not heard from any of them. I sent another email to **** today. I have also posted about this on ************ in a non-defamatory way, just explaining this experience and asking if others have had similar experiences and how they got resolution. I have over a hundred comments (not all bad, but many similar) in less than a day of posting. In the meantime, we have made almost $3,000 in payments while its sitting on their lot with the parts being stored in the back seat making it smell like a mechanics garage.

  Business Response

  Date: 11/25/2024

  on advice of Council, no comment

• Initial Complaint

  Date:11/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sept 25 I brought my truck in for service due to a check engine.Service tech said it should be ready within a week.Sept 26th,I called to follow up.Service department explained that they had run the diagnostic but had not reached out to my warranty company yet and that they would do so the following day.Called back on Sept 27,but no one answered or returned my call.After not hearing back yet as on Oct 2, I called again and received a no answer no call back.I called again on both 10/3 and 10/4 with no answer or call back.Finally,on Oct 7th when I called to check in again, someone answered and explained that they still had not submitted the required information to my warranty company.On Oct 11th,shop finally reached out to me to state the the warranty company required a full engine tear down in order to submit diagnostics.On Oct 15th,I called back to follow up and was told that the work still had not been submitted. I waited until Oct 22nd I went there in person to discuss.The dealership could not locate my truck.Once they finally found it, they realized the work had still not been submitted to my warranty.This prompted them to finally submit to my warranty.On Oct 29th The shop recommended a full engine replacementhe warranty company said they would not do a full engine repair and only replace the parts that were faulty. Although this was a viable option,the shop refused to do the repair stating they didn't have the time or desire to piece fix my engine.The shop then proceeded to tell me that if I chose not to do the full engine repair, I had until that Friday,Nov 1st to pick up my truck (mind you the engine was still torn down) or I would be charged for storage.I had no choice but to pay to have my truck towed to a different site. After all of this, I was given a bill for a little over $600.Although this was less than the $1000 they had told me it would be it was way above the original $150 diagnostic fee,which was all that was required.

  Business Response

  Date: 11/14/2024

  Customer has a Car Shield after market service contract. Urness Motors employees spent hours on the phone waiting for communication or response from Car Shield, who kept asking for more information piece meal which meant my mechanic, who is paid per job, had a vehicle in his stall for weeks torn down waiting for a decision from Car Shield, which finally came and they stated they would pay only for the pushrods and lifters several which had been bent, complainant has photos with the damaged pieces, as I copied her on my communications with Car Shield. Our decision here at Urness Motors was that we would not replace the push rods and lifters on a 200k engine and throw it back together. we requested a reman engine for the customer to Car Shield. I feel the issue here is with ***** and Car Shield who she has a contract with. I am out, and I told ***** I would discount the labor involved, all the labor costs, storage costs, occupying a service stall for weeks,(couldn't find her vehicle outside because it was in a stall in our facility) generating no income waiting on her Service Contract company to issue their decision, and the labor costs of wasted time on the phone for both ***** and us, waiting for a decision that was not acceptable for us to continue her repair request. 

  Our request is for reimbursement for our time involved, at a discount, to cover our costs for mechanics wages and service advisor time involved on complying with Car Shield requests.

  I am curious though if a complaint has been filed against Car Shield, who has not paid us for our work.

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22546952
  

  I am rejecting this response because: My truck was initially dropped off for service on 9/25/24.  The first contact to my warranty company was not until 10/22/24, which is only after I stopped at the shop for a face to face discussion (not including the numerous phone calls I made to the shop).  The shop had my truck for a full month before they even started the claim process on 10/22, which was a 5 minute conversation according to Car Shield.  Another call was made to my warranty company on 10/29 to provide the photos and data needed to proceed with the adjustment.  This phone call with Car Shield lasted approximately 25 mins.  The reference to hours of time with the warranty company is false.  The reference to storage fee is also false considering my vehicle was not being stored there, it was awaiting repairs and communication.  The only thing that was completed during this process was a diagnosis (an inaccurate one); therefore, I should just be responsible for the diagnostic fee of $150.
  
  Sincerely,
  
  ***** *****