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:07/11/2024

  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.

  i called Conway Chrysler on Monday July 8th 2024 to get some recalls done.. the service advisor told me he would call me back he had to check with parts to see if they had the part... 3 business days went by.....today Thursday July 11th i called them to follow up since i never received a call back..... i was put on hold then hung up on....i called back again i was sent to 2 different people then put on hold for 12 minutes then hung up on again.... then i called back 4th time.... the directory lady then hung up on me as i was asking for the service manger... i called again got the guy from 2 calls before and told i need to bring my truck in for inspection before even ordering parts this whole deal has been unprofessional.

  Business Response

  Date: 07/11/2024

  My service director ******************* called **************** and apologized to him for the unprofessional phone calls. **************** has 3 open recalls on his vehicle that cannot be completed due to the fact that his vehicle has aftermarket modifications on his PCM and the mods will not accept the factory recalls. He asks what we were going to about the individuals unprofessional telephone mannerisms and ************** let him know that we will be using this in our next meeting on customer handling. **************** then hung up on him. 
  
  

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21974180
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  My complaint has nothing to due with my recalls being rejected due to my truck being modified-  **** called me had no answer to why his employees treated me like that or a resolution he did not find out my truck would be denied due to my truck being modified until his phone call with me then just kept zoning in on that I brought to his attention several times I wasn't worried about the recall I was worried about professionalism of his employees and I didn't have problem paying out of pocket. He kept trying to spin it back to the recall. 

  Business Response

  Date: 07/12/2024

  BBB of Coastal Carolina,

       I sent our side of the story to answer  the customers complaint. Now as you read his rebuttal you can see that he is asking my service manager to have the employee terminated. We try to groom our employees here at Conway Chrysler and this is a perfect example of a good starting point on how not to pay attention to our phone calls. As i said earlier, we will deal with our people and use this as a training example during our next meeting so it doesn't happen again. 

• Initial Complaint

  Date:11/21/2023

  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.

  On 11/11/2023 went to dealer ship and bought a used car a ****** ascent 2020. Conway Chrysler informed me that the car was serviced and was in good working order. after we bought the car and left 2 days later the transmission started shifting hard. when driving the car it felt like you were driving over a rumble strip on the road and when going from park to reverse there was a loud whining noise. I called Conway Chrysler 5 times the next day and was left on hold for over 45 mins each time with noone answering the phone. eventually i had ******** answer the phone and told us to bring the car back to the dealer the next day. i had to fight with them to get a loaner car to drive since the one the sold me was a lemon. my wife dropped off vehicle and informed them if everything that was going on. I waited till about 2 pm and called the to find a update after about 6 times trying to call i got a answer that they would call me back. I waited till the next day and none called. i then called back to find out that the transmission was bad. I asked for the general manager **** to call and i left a voicemail. **** never called me back I had to show up in person on Saturday to speak with him. worst mistake ever he acted like he didn't care one bit and said they were sending it to another dealer to get work done on it. I asked for the owners information and they gave me ******************* i have called him a total of 5 times and still have received no call back. they called today and stated that the transmission was suppose to make those noises it is normal. Conway Chrysler has done nothing to fix this issue. as a dealer you would think someone would call you back and speak with you or the owner would call you back nope nothing they do not care they say they service cars but if they did they would see this issues and not sell plus they would clean cars out shame on me they wont even offer a extended warrant to make someone feel better never buy from them ever!!!!!!!!!!

  Business Response

  Date: 12/05/2023

  The customer did buy the ****** from ** and when he called back to speak to somebody in the service department, they we short an advisor and yes, his call was overlooked. In his absence we called the local ****** dealer and they noted that there was a rapid remit (update) on the vehicle. We had our ****** take the vehicle to the local ****** dealer and the update was complete by an authorize technician. After returning the vehicle to the customer he stated that the vehicle was still doing the same thing.  *********** manager asked the customer to come by and ride with a technician as to duplicate to noise to do any repairs on the vehicle and customer told the ****** service manager he would not go by there.

  The ****** service department is still waiting on the customer to come by. 

   

   

  Customer Answer

  Date: 12/08/2023

   
  Complaint: 20896576
  
  I am rejecting this response because:
  We did go by and test drive the vechile with the service manager from ***********************.  Conway Chrysler likes to make things up so they look good. And when test drive with *********************** the vechile did start slipping and the tech from ****** stated that the transmission probably would have to be replaced.  Conway Chrysler doesnt want to do that because it cost money. They do not honor the lifetime warranty. Next step will be lawyers 
  Sincerely,
  
  ***************

  Business Response

  Date: 12/11/2023

  After I submitted my last response the customer went by the ****** dealership and rode with the service manager. Previously the vehicle was repaired and picked up on 12/09/2023 in the AM at our dealership as he returned the loaner vehicle. The part is under warranty. We are still working with the customer to address his concerns. Today the customer will be going back to the ****** dealership for another ride along with the technican and service manager to review for transmission replacement. Should replacement be warranted the customer will be provided a loaner vehicle while the repair is being done. 

  Customer Answer

  Date: 12/14/2023

   
  Complaint: 20896576
  
  I am rejecting this response because:
  Every time they tell me to pick up the car they tell me they fixed it and should have no more issues. As soon as we drive in not even more then 20 miles. It is acting the same way.  All they keep doing is resettting a module on the transmission  not actually fixing the issue. 
  Sincerely,
  
  ***************

• Initial Complaint

  Date:04/21/2023

  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.

  We left our Jeep at this dealership - same one we bought it from because of issues with it. The diagnostics on it said it needed a crankshaft sensor but we were told by the dealership that we needed a new engine. My husband pushed back and told them that there was no way that this vehicle needed a new engine and to change the sensor, drive it and let us know what happens. After the crankshaft sensor was changed, they could not get the vehicle to have any issues while driving it. Incidentally, in 2019 when the same vehicle was down at the same dealership getting a recalled part replaced, we were ALSO told the same thing. At that time, the Jeep had about ****** miles on it. It's now at ******* miles. So it went almost ******* miles on an engine that we were told needed to be replaced twice? When we were in ***** and had an issue with it, it was taken to the dealer in ***** without ANY mention of needing another engine. This seems to be an incompetent mechanic or a scam that this dealership is running. They need to be investigated for this. Were they hoping that we would purchase another vehicle? It's downright dirty and if it's happened to us TWICE then you know other people have to have had the same experience.

  Business Response

  Date: 04/25/2023

           ****************** concern when he came in was vehicle cuts back while driving . It will loose all power then pick back up and noticed when this happens oil pressure spikes to ***** PSI then drops to normal PSI when it starts to pick back up.  when we scanned vehicle it had code p0335 stored for crank shaft position  sensor. when we pulled sensor out found the sludge all over sensor causing sensor not to read correctly also the sludge would cause oil pressure to spike . also there is a oil leak that appears to be coming from oil cooler . with this amount of sludge and the oil pressure concern is why we recommended engine replacement.

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19966960
  
  I am rejecting this response because: this was the same solution that they offered during a visit to fix a simple recall issue issue on a wheel speed sensor.in 2019. At that time the vehicle was at approximately ****** miles and its now at ******* miles. They fixed the sensor and the vehicle is driving just fine without any issues. In addition, they stated that they were unable to find any active oil leak which directly contraindicated their response that there was sludge causing the oil leak. The issue with the oil pressure spiking would not be caused by sludge but rather the sensor  which my husband had to tell them to fix . Our problem with this company is that they tried to get us to fix a non existent problem at ****** mikes and now again at ******* miles. ******* if the engine needed fixing it would not have gone another ****** miles without a problem. Im addition, between these two visits to the same ********* was take to a dealer in ***** without any such recommendation. ******* it  appears to be more of a sc with this mechanic/dealer.
  Sincerely . 
  Gyetri *******

  Business Response

  Date: 04/27/2023

  At this point Conway Chrysler Dodge Jeep Ram doesn't understand what the customer wants out of all this. When a service customer comes into the service department with a concern of this type, we must offer an array of fixes for the customer to choose from. In this case a new motor (although more costly) would have fixed the problem also. The second alternative would be to replace the sensor. This remedy would solve the problem however it will not remove the sludge in the crankcase as shown on the photo sent to ****************** from our service manager ****************************** 

  If we did not mention the new engine alternative and only replaced the sensor for the customer and he drove it for a while and the motor locked up he could say " why didn't you recommend a new motor? Then we would have another situation to deal with.

  ****************** picked the right thing to do and saved a lot of money vs. a new motor although it still has sludge in the crankcase and could clog at any time resulting in the new motor alterative.