Complaints

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  September 7th after hours, I dropped my vehicle at location of Gray Dodge service center. Left key in drop box with paper filled out with detailed description of issues regarding truck. Specifically stated to check ticking sounds. September 8th when the work day started we relayed phone conversation with *******, an employee for Gray Dodge, what to specifically check for, (the lifters in the engine) even though we're paying Gray Dodge 140$ for a full vehicle inspection. After the inspection ******* stated the technician said the lifters were good nothing wrong. Only repairs needed were manifold bolts and repairs on manifold. It was confirmed once more via phone with ******* and technician before doing manifold work that they were certain it had nothing to do with lifters. They stated again, nothing wrong with lifters. We agreed to have work done on manifold. Paid $2018.52 via check which has since cleared. I get to gray Dodge too pick up my vehicle on September 11 and pay for services. I turn on vehicle and still hear tapping sound. I did not move vehicle whatsoever. I shut off vehicle and went straight to ******* and she got another technician. I left vehicle in it's original spot that I never moved it from after the technician parked it in their lot after initial repair. ******* got Service Manager **** involved, they further inspected and it turned out to be the lifters were bad. Truck now needs an engine replacement. Engine replacement would make the $2018.52 worth of work done irrelevant as when the replacement engine went in, the work I paid for has been removed along with old engine. Gray Dodge service manager will not move the payment I've already made towards engine cost or work with me on pricing. If they thoroughly and properly inspected my vehicle the first time, we wouldn't be in this situation. It's September my truck is still in gray shop and they don't have a time frame even. 2015 RAM Big Horn currently financing and up to date.

  Customer response

  10/23/2023

  I am currently making payments on the now, 7,000$+ repair/ replacement. The GM has not taken responsibility verbally as he stands by his staff. No apologies of the sort. The GM seems frustrated that I even reported this incident as if they did nothing wrong. GM claims to have credited my initial payment for manifold repair of $2018.00, towards cost of motor replacement yet I still pay a grand total of $7019.11. When I pay in full and get all documents and specifics on the engine that was replaced, I will be seeking an attorney and taking further action. I will make sure that everything is legit with the engine/ motor, the costs, and the way things were handled in this business.

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had this service center do work on my vehicle totaling almost $3,000. Work included fixing an oil leak, codes from my check engine light and an issue I was having with my traction control light that continued to come on, resulting in loss of power. The service department "fixed" the issue, only to have my vehicle need to go back into the service center within 2 weeks for the oil leak that was still happening. After they again fixed the oil leak, my check engine light returned, ultimately resulting in me needing to bring it back in a 3rd time. During that visit I was told the valve cover that they had replaced was not seated properly, causing oil to continue to leak onto my new O2 sensors. They stated they fixed the valve cover and "cleaned" the O2 sensor. They ran the vehicle with no issues. Once I picked it up, I drove it less than 30 minutes and under 12 miles when my check engine light returned. Again, the code came back to being my O2 sensor. I asked for them to replace the valve cover, and the replace, not just clean the O2 sensor and leave those items in my vehicle so I could verify the work was done. Instead, they did more work to the vehicle stating all these things were missed during the initial diagnostic they performed on visit 1. This was ultimately over a holiday weekend when they tried to strong arm me into paying even MORE money or they would not return my vehicle. We ultimately came to an agreement, and I picked up my vehicle after they had it for the 4th time, for almost a week. I picked it up on April 11. On April 16th, I checked my oil and to my surprise, there was absolutely no oil on the dipstick. Two months later, my car started ticking, and the loss of power/traction control light is still an issue. I tried multiple times for them to fix my vehicle to a better standard, or give me a refund so I could go elsewhere to a competent service department, they have denied, both of those requests.

  Customer response

  08/27/2023

  August 27, 2023, more than 2 months after trying to reconcile the situation I still have not heard from the company mentioned in the complaint. I will continue to take my complaint as far as I can and let as many people be aware of this business' practices so no one else finds themselves in the same situation as me. Ultimately I made the choice to take my vehicle to another Jeep certified dealer mechanic in the area, which resulted in another $1800 charge. It's beyond disgusting to me that there are businesses that conduct business the way they do. Very unfortunate that they also feel like they have no responsibility in making this right. 

*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. ↩