ComplaintsforFranklin Chrysler Dodge Jeep Ram

• Initial Complaint

  11/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my truck to there service department for repair,oil in radiator and number 2 cylinder miss fire.I was told several times will get to it tomorrow,after one month I was told waiting on after market ***************,I contacted warranty and they had not heard from dealership,they new nothing about it.dealership then actually does start working on it and put in head gaskets and new radiator,when they test drive it,number 2 cylinder still miss fitting.they let my truck sit a couple more days and write up another ticket saying I had recently had work done and brought it back with a ticking noise,another lie.then they replace cam to fix miss fire,they call me to pick it up,when I pick it up theres oil in new radiator,I was told they will not address it now,I have to leave it there.two days later Im called to pick it up again,I was told needed a flush,when I pick up vehicle ac doesnt work,so I have to leave it there again,they didnt recharge system after they had to reclaim system to do the work.200 miles after picking it up truck overheats and leaves me stranded on side of road,I contact service department at Franklin dodge and **** said let me see what I can do,while waiting I call tow truck and have it towed to different dealership.after 3 weeks of arguing with warranty,aul,I have it towed back to Franklin dodge,Im told by aul that Franklin must warranty there work, Franklin told me on nov 8 that the heads were being inspected and they would have an answer by nov 11.now nov 18 I have sent multiple texts asking whats up and phone calls,can not get an answer from them,Ive been without a truck since July 11,I have asked for a loner vehicle and been told no,very unprofensional and unwilling to fix my vehicle in a reasonable time.very little communication and very little honesty,I have dates and records of everything but honestly cant fit it all in on this complaint,

  Business response

  12/05/2022

  We have been working with the extended warranty company and we have as a dealership tore down engine checking for a leak in the cylinder heads as we just received the vehicle back as customer had vehicle towed elsewhere. Did not charge customer or extended warranty with further diagnosis and I provided a loaner to the Customer since we had one come in over the weekend. Have service advisor contacting the Extended warranty company in order to see what our next process will be.

  Customer response

  12/14/2022

   
  Complaint: 18434188
  
  I am rejecting this response because:they have been paid to diagnose and fix truck,truck is not fixed,now want me to pay more,they have been driving truck with a major oil leak but did not check until I checked oil at there dealership,now I feel they have done more damage to motor by driving it with oil leaking into cooling system,who drives a vehicle with oil in cooling system but does not check oil level after driving several days.this is unacceptable!!!!!!!
  
  Sincerely,
  
  *************************

  Business response

  12/20/2022

  We have the customer's engine replacement approved by the extended warranty company and we are awaiting for them to send the replacement too us so we can install and get the vehicle back to customer. Customer has been supplied a loaner for alternate transportation and we will replace as soon as we can after arrival.

• Initial Complaint

  07/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Stay away!!! This place is a rip off. They charged my daughter $200 to tell her that she needed her battery changed and terminals cleaned. She was never told the amount prior to the service. They held her car for 4 days without a call. My daughter had to go to them to find out what was wrong. They were then going to send her to advanced auto to exchange the battery and charge her $700 to put the battery from advanced in and clean the terminals. We live in NY and our dealers are no where near this price. If it wasn't for her grandparents flying in that day and going with her this would have been charged. They chased them down into the parking lot and made them pay the $200 for basically nothing. They saw her ny plates and ripped her off be aware and stay away. 100% rip off. I will be notifying the better business bureau as well.

  Business response

  07/19/2022

  Business Response /* (1000, 5, 2022/07/18) */ I have discussed with other members or our management team. Even thought Mrs. ******* daughter(*******) acknowledged the diagnostic fee We have agreed and will be willing to refund the money after all ****** and social media reviews are removed. Once that is done we will refund the amount in full. Please respond. Thanks. Consumer Response /* (2000, 7, 2022/07/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) I

• Initial Complaint

  01/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My name is ******** First Class ************ ***** ** Ive been in the Army for 18 years and im seeking your help desperately. It all started in Dec 17. My vehicle broke down and was taken to Franklin Chrysler Dode Jeep Ram in order to get my vehicle repaired. From that day to dec 19th, i received no calls until i called them to see what was my vehicle status. The service associate stated that the vehicle will be complete by 2pm 20th Dec. He said the radiator fan he had in stock was bad. On 20th Dec i had to run to purchase a OEM a radiator fan from another place in order to have it delivered it to them and they could install it. 20th Dec was the start of my vacation and i was supposed to drive from **** ******* military base to ******* that afternoon, stay in a hotel to rest, to fly the next morning at 5:20am. That same night i went to the service department to pick up my vehicle to drive to base, sign out on leave and drive to ******** but the associate said that the mechanic don't know whats going on, that they think is the alternator and they can't get the part till tomorrow. Because of this wait the nightmare started.. i had to go to the ********* airport to rent a vehicle, drive back to base to sign out, drive home to shower and load the bags, my wife was stressed out, i had to drive tired for 5 hours to the ******* airport, and still ****** the flight. So now i had to purchase 3 tickets to fly to **** ********** and 3 tickets to fly to San ***** Also had to rent another vehicle for my way back from ******** While i was out there was no work done my car, nor received any calls with the status. I called their boss and told me to expect a call back from him, which never received. I still don't have a car to drive around and i have a lot of issues now at work because i had to extend my well earned days to stay at home waiting on my car. They haven't showed concern about my situation nor have them even offered any transportation. I want all my expenses covered.

  Business response

  05/03/2022

  Business Response /* (1000, 8, 2022/02/02) */ WE UNDERSTAND THE FRUSTRATION AND ISSUES WITH THE VEHICLE CAUSING HIS WORK TRAVEL AND OTHER THINGS ALOT MORE DIFFICULT WITHOUT IT BEING DRIVEABLE. i WILL START OFF BY SAYING A BIG PORTION OF THIS DELAY IS NOTHING THAT THE DEALERSHIP CAN CONTROL OR IS AT FAULT FOR. THE CUSTOMER BROUGHT IN IS OWN RADITOR FAN MODULE(COOLING FAN) FOR US TO INSTALL, THIS PART WAS NOT NEW ACTUALLY USED. A PREVIOUSLY USED PART ON A DIFFERENT VEHICLE WHICH ENDED UP NOT WORKING OR HAVING POWER WHATSOEVER. SO THEN WE HAD TO START THE DIAG PROCESS OVER SINCE THAT DID NOT FIX THE ISSSUE, THE CUSTOMER RECENTLY PURCHASED THIS VEHICLE USED WITH CLOSE TO 100,000 MILES ON IT SO DIGGING DEEPER AND LOOKING INTO THE ISSUES WE SAW AND INFORMED THE CUSTOMER THIS COULD BE A PROCESS. SO FINDING ALL THE FAILED PARTS IN THIS PROCESS ON THE VEHICLE IT DID ADD UP TO MORE THAN THE CUSTOMER ANTICIPATED BUT THE CUSTOMER UNDERSTOOD AND APPROVED ALL THE REPAIRS. WE ARE CURRENTLY WAITING ON THE LAST PART THAT WILL FIX THE FINAL ISSUE AND THE VEHICLE WILL BE READY FOR PICKUP. AS FAR AS REFUNDING THE CUSTOMER FOR ALL HIS TRAVEL PLANS FOR WORK, RENTALS, ETC WE WILL NOT REFUND OR REIMBURSE HIM FOR HIS OWN PERSONAL TRAVELS REGARDLESS FOR LEISURE OR WORK. THAT HAS NOTHING TO DO WITH US, BUT AS FAR AS FINISHING THE JOB, THAT IS 100% WHAT WE ARE DOING AND WILL DO ONCE WE GET THE FINAL PART IN WHICH IS SET TO ARRIVE TOMORROW 2/3/2022. Consumer Response /* (3000, 10, 2022/02/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will start of by saying that the used radiator fan was a separate purchase, because the new and only one they had in stock, the service representative said that it did not work. After it was installed there was never a corversation about the radiator fan i brought did not work. This leads me to think that both the new and the radiator fan i brought were damaged as they where trying to do repairs. There was no communication from about any of the repairs only when i called to get a status. The repairs have to be done, so i had to say yes to the repairs. But why make stand by words that say that the vehicle will be fixed at a certain time and they could not deliver. For that reason i could have borrowed a car and be on time to my flights and prevent all the stress associated with that. This is not quality service. By far the worst costumer care response and think that they had a "costumer 1st excellence award". Business Response /* (4000, 14, 2022/05/02) */ The decision decided on the previous response is final. Dating back to 2/3/2022 when the part arrived as said in our response. The vehicle was ready for pick up that afternoon ON 2/3/2022. Mr. ****** did not pick up until 3/1/2022. He stated he did not have the funds to pay for the bill so we discounted $452.98. Mr. ****** said he applied for a loan to help with the funds, but then was not enough to cover the entire bill. He stated in his previous complaint that he had to borrow a vehicle but his first complaint was he rented a vehicle. I am attaching a PDF showing the communication on our end to Mr. ****** and what he has stated. He said he bought a used car to drive around in that's what is taking so long to pick up since he is short on funds, but nothing about renting a vehicle. never the less the key conversations are highlighted with the dates as well. So as far as what we will do for Mr. ****** the answer is as stated previously. The vehicle is fixed as stated the day of 2/4/2022. We will not be refunding any money for the issues stated by the customers since none of the complaints are true. Thank you.

• Initial Complaint

  01/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company has had my vehicle 2016 **** ******** since August 26, 2021. This is a warranties vehicle through my purchasing company. ****** **** is the warranty company that approved all repairs has sent the parts 2 times now to be fixed. The Repair company **** still will not give me a time of completion. They have left the vehicle outside through bad weather with a leaking roof also. I have now called multiple times and ask for the manager they always say he is in a meeting and will call me back and he will not. The last interaction I have had with the company was today 1/5/22 and they said they had a specialist coming to look at the vehicle he was supposed to have been there already from what they said last week but he still hasn't come and telling me will possibly be there by end of week now. They still do not have a time for completion as of yet. They have said this before also. It doesn't take 5+ months to fix a roof of a vehicle under any circumstances. At this point this feels 100% deliberate.

  Business response

  01/18/2022

  Business Response /* (1000, 5, 2022/01/11) */ Mr. ****** is correct on his extended warranty covering the repairs, we called them and got the approvals to do the repairs. One thing that Mr. ****** failed to mention is that his ****** **** warranty would not approve the repairs if the parts were purchased from us, so the only option we had for us to help the customer was to go with what we were forced to do and wait for ****** **** to send the parts needing to be replaced which delayed us 3-4 weeks waiting on the parts. We kept it inside our facility nightly regardless of weather, then with our first attempt being more difficult than expected we sublet the work out to a local body shop which was out of our supervision since we do not have our own dealership body shop. So Mr. ****** visually seen his vehicle outside at the body shop property not our property, but we stressed to the body shop to keep it inside, now if they did or not, that I can not verify unfortunately, but as of Monday 01/10/2022 we went to the body shop and brought it back to our facility and I have a Professional Certified Glass Company coming out 1/12/2022 to remove the faulty part sent by ****** **** and installing the new glass assembly and should be done by tomorrow afternoon before closing. Then I would prefer keeping it one extra day to do a heavy and thorough water test to make sure the leak is fixed. So just as Mr. ****** requested for his vehicle to be fixed, the repairs will be completed and vehicle will be ready to reurn to the customer this week.

• Initial Complaint

  10/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I originally had my car towed to this dealership because of the problems I was having with it. I left it with them from the end of August until the end of September. This should have been more than enough time to resolve the issues. 9/25 I paid $2600 for the work they did on it. Not even two days later, my car becomes inoperable and starts to have the same problem it originally had. I called the dealership for over three days, left countless voicemails, never received a call back and was left on hold for 40 mins. Finally, 9/30 they agree to cover the tow to bring my car back in. They keep my car for a week and charge me an additional $500 all while claiming there is no loaner car available for me to drive in the meantime. No one called for my to authorize the charges. 10/9 I pick my car up again, and not even one full day later my car is operable again. I have never received such terrible service. I have paid over $3500 in fees and for a rental car. This service dept is terrible!

  Business response

  10/25/2021

  Business Response /* (1000, 5, 2021/10/19) */ I understand the customers frustration with the first visit being here almost a month, with the covid-19 pandemic still affecting 90% of parts we place to order for our customers this service visit unfortunately was caused by delay in parts shipping. the throttle body assembly that was needed was on backorder, which the repair was $1081.50 plus taxes. The additional amount spent was $1585.53 was for maintenance items that were over due and bulb issues with some of the lights, nothing to do with the original complaint of the vehicle not wanting to accelerate. The parts came in and we replaced the throttle body assembly test drove and did great. A couple of days later the customer called back in and said that the check engine light was on and the vehicle was running rough, nothing to do with an acceleration issue. We payed for the tow bill even though most likely it was unrelated, we diagnosed the vehicle and it was a P0339 code, which is failure to the crank case sensor. Unrelated to the throttle body and the symptoms are different as well. We do not offer rentals to the public our loaners are for warranty repairs only. So that is out of our control. The customer stated that the vehicle was operable after the most recent visit, not sure if that was a typo and meant to say inoperable, but regardless of that the customer has not reached out to any employee in the service department saying there is still an issue after picking up the Jeep on 10/9/2021. With the repairs taking so long because of delay in parts, refunding the bill is not an option in our case. The jeep is almost 10 years old and close to 100,000 miles and things wear out and repairs will have to be done unfortunately. Nothing was caused by a tech at Franklin CDJR. If the customer is having issues again we would love to take another look at it, free of charge and will waive the diag fee. If it is something we caused we will take care of the repair if its something unrelated the customer will be responsible, but with no communication on if it is acting up on the customers behalf that is something we will need to know about.

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