ComplaintsforCollierville Chrysler Dodge Jeep Ram

• Initial Complaint

  12/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im over being nice! I usually dont do this, but here we go! On September 12, I bought myself my dream Jeep from Chrysler Jeep Collierville! Right?!? Yeah. NO!!!!!!SINCE SEPTEMBER 12 MY JEEP HAS BROKE DOWN 4 TIMES!!!!!!! 4!!!!! TODAY, 12/26 THEY TOLD ME THEY REPLACED THE BATTERY!!!!!! WHEN I GOT IN MY TRUCK TONIGHT AFTER WORKING ALL DAY, MY CHECK ENGINE LIGHT AND BATTERY LIGHTS ARE BACK ON!!!!!!!! THIS IS THE SAME ISSUE I HAVE HAD SINCE DAY ONE!!!!!! ONCE THE BATTERY ALERT POPS UP, I HAVE MAYBE 10 MINUTES TO PULL OVER BEFORE IT AUTOMATICALLY LOCKS UP (WHICH HAS HAPPENED TWICE IN THE MIDDLE OF THE STREET). I'M OVER IT. I HAVE REMAINED CALM. I'VE BEEN NICE. I'M DONE. I WANT MY MONEY BACK. I HATE EVERYTHING ABOUT THIS JEEP EXPERIENCE!

  Business response

  02/07/2023

  To whom it may concern,

       We are well aware of ******************** issues with her Jeep, and we are working feverously to get it completed for her.  There is an open "Star Case' opened with Chrysler to resolve this matter as quickly as possible.  Communication has been impossible with **************** as she will no longer answer or return phone calls from here at the dealership, thank you 

  Customer response

  02/12/2023

   
  Complaint: 18642089
  
  I am rejecting this response because: nobody has tried to contact me at all. I have actually been calling them and they refuse to answer my calls. My jeep has been at their dealership for OVER a month. I'm definitely begging for communication at this time. 
  
  Sincerely,
  
  ***********************

  Business response

  03/08/2023

  Based on data received via FCA, ************************** is being purchased back through the lemon law buy back process 

• Initial Complaint

  11/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went in to pay for a service job Timing Chain and replacement of tensioner and sealants. Paid $3400 for the service. The next day I notice a oil leakage but I assumed it was just spilled oil that fell from the bottom. Took my car to ********* to get tires and the mechanic called me outside to see my car was leaking oil from the timing chain and valve cover. I let him see my reciepts that I just paid Dodge for these services. He advised me to go back because the work was very unprofessional & leaking. He also stated I should have a warranty. I called Dodge the next day and they stated I have a 12 months warranty or leaks and sealants and to bring it asap. I brought it the next day. The service advisor *********************** texted me stating it wasn't leaking from those areas it was the oil cooler making it seem like this was the problem. I called him and told him the oil cooler has already been replaced and my csr WAS not leaking anything before I dropped it off. He stated it would cost and additional $1099.95. I refused the service. I went to pick up my car, **** stated it wasn't ready because the tech had to put it back together. I asked him why did they take it apart, I didn't confirm the service. He stated it had to be broke down to check for the leak. The next day I picked my car up drove it straight home. Came back out to the garage, to find out not only was it now leaking oil but my antifreeze was running out like I poured it out. **** lied and said it wasn't doing that before u left. Although it was a wet spot under my car in the lot from it sitting overnight. The dealership purposely caused other leaks on my car to cover up them not doing their initial job. I went to another Dodge to get a dx and it confirmed both areas were leaking in addition to my water pump, transmission and oil cooler. I had service done clean up to a year where I've never had these leaks until after I paid Dodge Collierville to repair them. The guy at Dodge said I would need a new motor.

  Business response

  11/22/2022

  ******************** brought her 2011 Charger with 246,158 miles on it requesting us to replace her timing chain and tensioners. We performed only the repairs requested by her. The vehicle is over 10 years old and has 246k miles on it. I offered to Warranty the oil cooler at no chareg since she stated that it had been recently replaced with a factory Dodge part but she refused. The shop ******* and I verified that our work was not what was leaking  and our work was good. We caused no other leaks. We have no other history on this car other than this repair so I dont know any service history or upkeep on this vehicle. No refund will be given, the work was performed correctly.

  Customer response

  11/23/2022

  Complaint: 18445766

  
  

  I am rejecting this response because:

  My refusal for the warranty work of the oil cooler was because I was not able to find the receipt that he said was needed or my cost would be $1099.95 plus tax. I asked him if the oil cooler was leaking to the extent that he states, why wasn't it notice during the inspection that I was charged $320.00 for during the timing chain replacement? 

  
  

  Sincerely,

  
  

  *****************************

  Business response

  11/29/2022

  She was not charged for an inspection. The tech was just flagged for the additional work on the inspection line. The labor adds up the same as originally discussed. There were no inspection charges, charged to the customer. As previously stated, *********************************************, ********************** did not calls ********* or further damage to this vehicle. The mileage of the vehicle explains itself. We repaired what the customer requested us to do. We did not renew/rebuild a very used vehicle. 

  Customer response

  11/30/2022

   
  Complaint: 18445766
  
  I am rejecting this response because: If the charges were for addition work, then it should have been noted on the bill as that and not as $320 inspection. The bill was not my complaint but the unwillingness to repair the leaks. All which are due to the installment of parts removed to complete the timing chain service. Leaks are coming from valve covers, oil pan and thermostat housing all which had to be removed and reinstalled by them. 

  Dodge keeps stating the mileage, age of my vehicle but this is the same vehicle that they charged me to repair. 

  I understand that a vehicle will develop leaks with mileage and age. I'm also aware that they didn't renew/rebuild my vehicle. I didn't ask them to do either, but I did expect them to repair what I paid for correctly. 

  
  Sincerely,
  
  *****************************

• Initial Complaint

  09/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle began to have issues on Monday 8/29/22 on my way to work. I decided it was not drivable and needed to be looked at. I took it to the Jeep dealership in Collierville, where I bought the vehicle in 2017, and had them do a diagnostic. After constantly calling for updates, days later I am told I have internal engine damage and then spent a week and a half still trying to figure out exactly what was wrong with it. On Tuesday 9/6/22 they called and told me they found the problem and that the whole head Needed to be replaced. I was told my vehicle would be ready Wednesday and it was not ready until Thursday around 3:30pm. I had a friend drop me off, paid $3,300, and as soon as I started my vehicle, it began to vibrate (same problem it was doing before I dropped it off). I thought maybe it needs to be driven. As I drove out of the parking lot, the vehicle would not accelerate even though I was pushing the gas pedal down. It then began to shake and the check engine light started flashing. I called back up there and told them it was not fixed and Im bringing it back. I was told by my advisor that the technician said it was misfiring but he cleared everything and drove 15 miles and it was fine. However it was not. I was told I would be updated by 12 noon on Friday 9/9/22 and never heard anything. I called at 2pm for an update and was put on hold for 10 minutes until I hung up and then called back. I spoke to *******, who is supposably the service manager, when I called back demanding an update and he wrote down my name and number and was suppose to call me back in 5 minutes. I didnt receive a call back and 15 minutes had went by. I then called for a 3rd time and asked to speak to the service manager, which was when I was transferred to *************************. He did not answer and it went to voicemail. I then receive a text stating they have reordered the part and will update me Monday. This business has had horrible customer service throughout this entire process.

  Business response

  11/11/2022

  Please provide more information so that i can look up customer history

• Initial Complaint

  05/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped my car off on 4/30/2022 at Collierville Chrysler Dodge Jeep Ram for repairs. There was an oil leak & an antifreeze leak. The service advisor told me I would be contacted to let me know if the warranty would cover the repairs or not. I never received that phone call. On 5/4/22 I called asking if the warranty was covering the repairs & the guy told me "parts are being shipped so I assume it's being covered". I received a text message on 5/12/22 stating my car was ready for pickup. When we picked it up, there was no antifreeze in the reservoir & the oil leak had not been repaired. We waited outside for an hour for a mechanic to come fill the antifreeze. The service manager stated if I left the car one more day he would have the mechanic ******* fix the oil leak. On 5/13/22 I returned to pick up my car & the oil leak still has not been fixed. So they've had my car for two straights ********** is still not repaired! The ******************* manager have lied to both ******* fianc.. They do not keep their word & are saying they fixed stuff that hasn't actually been fixed! We have photo ************* on the invoices because it says they used a grey sealant to fix the oil leak but the sealant on the car is orange which is the exact same color as before I ever dropped my car off to be repaired. I took a picture of the part that is leaking oil before I dropped the car off & you can clearly tell that they didn't even unscrew 1 bolt! All they did was cleaned the old oil off of it to make it appear that it had been repaired. This place is a JOKE!

  Customer response

  05/16/2022

  See Attachment/File: Attachments

  Business response

  06/01/2022

  1st visit the vehicle was brought in for a coolant leak upon customer pick up he pointed out a oil leak which we found coming from the front cover. We repaired that the following day. If for some reason their is still a leak please return to the dealer and we will inspect and repair the vehicle.

• Initial Complaint

  12/08/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to Collierville Dodge for a brake job and oil change September 20,2021. Since getting the brake pads replaced, I have had to return four times. The front brakes continue to make a grinding sound when I come to a stop. Each time I return to complain the technician. The same tech that installed the brakes, tells me he doesn't see anything wrong with the brakes. Whatever is wrong is getting worse. The other day I was parked and started my car. I had my foot on the brake, when I put the car in reverse the car just took off. As if I didn't have my foot on the brake. I had to push the brake down hard to stop the car. My brakes are not right. They feel soft and I have to pump them on occasion to make them stop.

  Business response

  03/31/2022

  Business Response /* (1000, 7, 2021/12/29) */ We did perform a brake job on this vehicle, however her complaint of a noise since the work was completed has not been able to be replicated. Several test drives with the customer and she has not been able to replicate the issue either. We have double checked all work each time with importance. Would more then happy to get the vehicle back in again and if there is a issue get it taken care of. Consumer Response /* (3000, 9, 2022/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I returned the second time to complain about the brakes. I told the service advisor not to let the same person work on my vehicle because I didn't think he knew how to repair my brakes. But they continue to put the same person on the brakes. Telling me they like the same person to do the work so that he can fix his own mistakes. Not caring if they inconvenienced the customer. As long as he learns to fix his mistake. Which obviously he hasn't done. And the technician told me, himself, each time I came in to complain that he has never test driven the vehicle. (NEVER). He said he pulls it into the shop and just looks at it. Out of four return visits, no one there has test driven my car before it's taken to the back. So that they can hear what I'm hearing. I really believe he's putting something on the brakes to quiet them. So, when he asks me to test drive it, it doesn't make the grinding sound. But whatever he's putting on it is a temporary fix. Because two or three days later it starts up again. All I want is the service I paid for. I don't have time to continue to take off work and spend hours in the shop waiting for them to fix something that should have been fixed the first visit. And by the way this will be my fifth visit. Just get in the car with me when I first get there, and you will hear what I hear. stop wasting my time. Business Response /* (4000, 11, 2022/01/06) */ 901-854-5337 please contact ******* ***** to set an appointment up to get your vehicle back in. When you arrive we will have the shop foreman ride with you and if there is a issue we will get it resolved. Business Response /* (4000, 18, 2022/01/24) */ This issue has been resolved, the problem had nothing to do with the brakes. The vehicle needs both front hub bearings replaced and customer declined at this time.

*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. ↩