ComplaintsforReedman Toll Chrysler Dodge Jeep RAM of Jenkintown

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I brought my vehicle in for warranty related service on Friday, June 9th, having scheduled an appointment for that day. When scheduling the appointment, I requested a loaner car on their website. Upon arriving, I was notified that the service center actually could not look at the car that day, and that I would have to wait until the following week for a specialty technician to look at the vehicle based upon the nature of the problem, despite being clear upon making my appointment what the problem was. Upon requesting that I bring my car back the following week when the technician was available, I was informed that I would lose my place in line and they could not assure that my car would be diagnosed. Furthermore, I was notified that despite what their website indicates, they actually do not offer loaner cars anymore. As a result, I have been forced to get a rental car, which Reedman Toll cannot assure me will be covered under warranty. It has now been over TEN business days with no diagnosis, and I am bearing the cost of a rental car this whole time. I have repeatedly reached out for updates and continue to get ignored or punted to the next day for an update. This is a completely dishonest and disrespectful way to treat customers. There is absolutely no reason that my car needs to be sitting in their shop for their own convenience while I pay out of pocket for a rental car for their mismanagement. This has been a horrible experience and I can't imagine ever recommending that anyone service their car here. As of today, Wednesday June 21st, I still have no updates and the last message I received was that the technician should have had the diagnosis complete on the 19th or 20th. I continue to receive misinformation, and I have no confidence that anyone at Reedman Toll has any intention of prioritizing my service, nor that they care about me in any way as a customer.

• Initial Complaint

  06/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I called made an appointment to drop my vehicle off for diagnosis on Wednesday 6/7/23 at 8:30am and they would need my vehicle for 3 days to diagnosis. I informed the young lady that I had a warranty however it would not cover the rental until they submitted the request for repair. I rented a car and paid $417.35 for one week as I was not sure when the 3 days would begin. I received a call from ****** to confirm the issues with my vehicle followed by a text at 9:03am. ****** then stated it could take up to 5 days Saturday is excluded as they did not repair vehicles they focused on oil changes and quick maintenance. I stated specifically that this was not what I was told prior to dropping off my vehicle. I emphasized to her that I could not extend my rental for the financial burden it would cause and that I needed to return my vehicle the following Wednesday at 3pm. On Friday 6/9 at 12:37 I texted ****** did not receive any response I called the office at 3:45 left a message for her to call me back as they stated she was on another call. On Monday 6/12 @ 9:47am I again texted ****** she stated that my vehicle had not been seen yet and is on track to be seen in the next couple days. I again informed her I needed to return my rental Wednesday 6/14 by 3pm. She did not response. On Tuesday 6/13 I texted ****** at 12:46pm and did not receive a response. I called and left a voicemail at 2:30 but no call back. On Wednesday 6/14 at 9:44 I texted ****** and received a response from ***** who stated she was out of the office he would look into it and get back to me. I explained the situation to him as well. I arrive at the dealership at approximately 3:45pm only to be told my vehicle was not seen and would probably not be checked for another week maybe two. This is unprofessional, disrespectful and lacks integrity. I asked to speak to the manager who was unavailable. They should refund $417.35 I wasted on a rental they knew they would never check my vehicle in a timely manner

• Initial Complaint

  03/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2019 jeep ******** ***** * purchased new with warranty passenger stuck in the folded forward position.1/13/22 11am appointment: reedman toll looked at passenger seat since it was stuck in the folded forward position. they had the vehicle for the day and said parts needed to be ordered. vehicle was given back to customer. i was told they would call when part was in stock, expected to be 2 weeks. also, front passenger tire appears to have a slow leak. no response was given about it.2/3/22 customer called reedman to see if part was in stock since no call back. reedman said part was now in stock and appointment made for 2/23/22, Also, reported driver's seat was having difficulty returning to the upright position.2/23/22 10:30 am appointment. vehicle dropped off to repair passenger seat and inspect drover's seat and front right tire for possible air leak. they said the vehicle may need to be kept overnight and they did keep it 2/24/22 reedman said they were still working on it and the driver side needed to be repaired so it would need to be kept another night.2/25/22 reedman said they would finish the passenger side today but the driver side part still was not in. they said the service department closes at 4:30 pm but the technician would drop in off in the sales department when it was finished. 5:30 pm vehicle was picked up. on first inspection the seat fabric was not fully put back together and the side lever and knob were not present on the seat. when sliding the seat forward to get to back seat it did not move up as far as it used to. looking under the seat there are various wires and cables hanging down and not secured liked the driver's seat. 2/28/22 called reedman and told them the concern. they said I would need to bring it in to have a technician look at it. which I made an appointment for 3/7/22. reedman does not offer rental vehicles

  Business response

  04/04/2022

  Unfortunately, we are still dealing with Parts being on backorder from the manufacturer due to Covid. This information was conveyed to the customer at the time of service. We have no control over the supply chain issues that we are currently experiencing, like most other industries.  The parts needed for this vehicle have come in and the repairs have been completed.

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