ComplaintsforPreston Chrysler Dodge Jeep Ram

• Initial Complaint

  03/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The beginning of January I took my jeep to the dealership for a diagnostic tests to see why my wipers would not turn off, I waited and they told me it was the fuse Box which was $12 but was on back Order even had my niece with me as a witness to the price. I told them go ahead and order it. After almost waiting two months with no communication I finally came into the dealership to speak with a manager while a recall was being done on my vehicle, mike told me he was sorry no one got back to me but the part has been there. I set up an appointment to finally get it put in they canceled twice on me saying they were short techs so I would get $100 off for the inconvenience. Finally got me in on march 28 when I came to pick my jeep up the girl at the front gave me a bill for $1194.00 I was instantly pissed and shocked there was no way that could have been my bill. The main manager refused to talk with me so he sent his assistant out who was rude and cocky. I told him how do you charge someone this price when you guys didn’t even fix my truck they diagnosed it WRONG and wanted to order a different part to see if that’s the problem. They made the mistake not me and refuse to take accountability. When I asked for all paperwork they would only give me my payment receipt nothing else. So they charged me this large amount and my vehicle is still the same way as I brought it in. They are ripping people off and it’s wrong. If they would have told me the part was 1200 from day one I would NEVER agreed to order it. I would have went elsewhere. I’m a single mother of two kids who works hard and that took everything I had and they had no remorse they messed up and are trying to cover it up. It’s sad a business can do this to a person. Own up to your mistakes and take responsibility.

  Business response

  03/30/2023

  This is in response to the aforementioned complaint. The customer was in January 12th for a concern about her windshield wipers not shutting off, and had to insert a fuse every time it rained. The customer advised us that she went to her mechanic originally, but he was unable to repair the vehicle, and he suggested to take it to the dealer. We diagnosed the vehicle and advised the customer that the TIPM (Totally Integrated Power Module) which controls the electrical system in her vehicle was in need of replacement. We advised that we need to start there and would advise if any additional repairs were needed afterwards. We quoted the customer the cost of the repair (parts plus labor) which was over $1,300 plus taxes, and were advised to GO AHEAD and order the part. A couple days later a man a called on the phone and told our advisor to cancel the order that they could not afford the repair and that they were taking it back to their mechanic. We canceled the order per the customers request.

  *** ***** then calls back in and stated that they needed the car repaired and told us to go ahead and reorder the part. Once the part arrived we had an issue getting the vehicle into the shop due to scheduling conflicts and I spoke to *** ***** in person who I apologized to for the inconvenience, and offered to help her out on the cost of the repair and she agreed.

  Fast forward to 3/29/2023 when one of our advisors contacted me while I was at lunch and stated that there an irate customer in the service department who is refusing to pay her bill, and is being rude to the staff and threatening to contact her attorney. She explained to me who the customer was, and that the customer was 100%  aware of the costs of the repairs, because she was the one who had been dealing with her. I advised her to let the customer know that I could not speak to her right now, but would return in 45 minutes. So I advised her to get in touch with our assistant manager and I would get him up to speed of the situation.

  The customer was advised that this was the first step in the repair process that there maybe additional parts and labor needed, but we had to start with TIPM first to see if that remedied the situation. We found that the rear wiper switch had failed afterwards most likely due to the original failure. In regards to the paperwork we had stapled both credit card receipts and a copy of the invoice for the customer who stated that she needed that copy for her attorney. So *** ***** had all of the necessary paperwork once the repairs were paid for. The dealer waived the original diagnostic fee and adjusted the parts and labor costs of the final repair over $200.00 in order to assist the customer. Its an unfortunate set of circumstances that occurred, and it was definitely not the desired outcome we anticipated, but at the end of the day we informed *** ***** of the needed repairs on her vehicle and she ultimately approved the work. 

   

   

   

   

  Customer response

  03/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.] they are lying first off I don’t even have a man who would have called and canceled it is only myself and children at home. I would never agreed to get that part put in expecially knowing that might not even be the issue, who just spends $1290 on a part that might not even fix a wiper, not me! I think it’s sad this business can’t even own up and tell the truth, I mean look at all there reviews they are almost all the same about them lying and ripping customers off, not ALL these people can be lying and it’s crazy how they get away with this. I work hard 6 days a week at my job and just wanted a safe vehicle for my two children which they couldn’t even do. Not one person discussed this part with me but there front desk lady who is the one that said it was $12 and all I was told was it was a fuse box issue. This company should be ashamed they are doing this to people and whoever owns it should really look into the type of people he has running it. I will continue to warn people about them and there horrible business practices. I know the truth and that’s what matters. I feel for the next victim because I know there will be more people they take advantage of. So there response is full off shit and I’m not sure how they can even begin to treat people this way. So no this isn’t resolved. 
  
  Regards,
  
  ******* *****

• Initial Complaint

  07/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a new 2016 Dodge Grand caravan from Preston Motors in New Castle PA in Sept of 2016 with 6 year extended warranty. In 2019 the paint on the hood started to bubble. Vehicle is garage kept. Talked to the service dept twice about this and they said they would get back to me. They never did. In2021 I complained again. A person from the body shop took pictures this time and said he would get back to me. He never did. In june I went back to follow up. They told me that the man who took the pictures had quit. They could not find any of his files. This time they took more pictures and many measurements of the paint bubbling on the hood. I got a call this morning advising that they would not cover the defective hood. This is obviously a factory defect that is very common on Dodge vehicles. I want the hood replaced.

  Business response

  07/22/2022

  Hello, 

   

  This is in response to the complaint for the 2016 Dodge Caravan. The manufacturer warranty for paint corrosion is 3 years or 36,000 miles from the date of first use. Rust warranty is 5 years unlimited mileage, but must have perforation to be eligible. The extended warranty the customer purchased is for Mechanical repairs only, and has expired by mileage at 60,000. The extended warranty policy in question does not include paint and or corrosion repairs. 

   

  This is not the decision of the dealership, but guidelines implemented by the manufacturer. 

   

  Thanks,

• Initial Complaint

  05/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Preston has been contacted numerous times to email me oil change receipts. They will not send them for some reason. They declined my new engine but I sent it to diehl and they got it approved. Preston said there was sludge in the gnome and diehl took it apart and found no sludge so Chrysler approved a new engine. Preston won’t provide the receipts for the oil changes done now. I’ve called numerous times

  Business response

  05/25/2022

  Any and all available service records at Preston CDJR have been forwarded to customer. Please close out complaint.

  Customer response

  05/25/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* *nd have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** *****

  for some reason they will not send me the physical and actual receipt of the oil changes, they said there was sludge in the engine and diehl pulled engine oil pan and there is no sludge so my attorney has filed suit with Chrysler. Chrysler only needs oil change receipts 

*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. ↩