ComplaintsforFrisco Chrysler Dodge Jeep Ram

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a certified preowned vehicle on June 16th 2024. 500 miles on the odometer.I was told the hail damage would be fixed . The tire pressure sensor light was on during the test drive and I was told this would dissapear after 30 miles and that the spare key was with the previous owner - whom the salesman, *******************, claims to know and he would be bringing it back soon.After some back and forth about the car payment - the original buyers fee had a 250 keyfob replacement fee- and agreeing to have them remove unnecessary fees , I purchased the key with they guarantee from the salesman that 1. If the tire sensor light did not go away to call them and the dealership would take care of it 2. The spare keyfob should be here the week of the 17th of June 2024 3. The hail damage would be fixed I returned to the dealership an hour away from my house to fix the 3 issues on June 19th 2024. I am beyond grateful the hail damage was fixed but the other two items remain unresolved. I had to find out I didnt have tire sensors in any tires from another cdjr dealer in waxahachie - 5 minutes away- and pay them a ******************************************************************* for warranty since they were not on my vehicle. Every time I try to get in touch with management at Frisco I get the run around or a lengthy excuse on why the part is not there yet. Its July 8th and my ***** payment is coming up yet I have a light on my dash and no spare key on a new car.

  Customer response

  07/12/2024

  This complaint is in the process of being resolved. I got in touch with the director of sales and one of the lead mechanics and they are resolving the issue in accordance to what the salesman told me, even though he is no longer with the company.

  I appreciate their help and will update this complaint as a resolution is made. As of July 11th they have been nothing but helpful even after addressing the above complaint with me in person. I did fail to mention the company wide system outage that contributed to the delays to the above complaint which they had no control of.

  Business response

  07/15/2024

  Thank you for allowing us to address your remaining concerns. At this point, the tire pressure sensors have been repaired and we have reached out to our Key vendor to coordinate a replacement. Please expect a call from our General Sales Manager to schedule. Thank you for your patience. 

   

  Customer response

  07/15/2024

  Update as of July 15th . I received my car on July 12th 2024 and everything with the sensors has been corrected. 

  The sales manager has reached out and coordinated a day for me to come get / program the spare key. I appreciate him escalating my complaint.

  Customer response

  07/17/2024

  I have reviewed the business response and accept this resolution. I sent the director of sales available times for me to meet with the locksmith

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2023 Ram 2500 Truck from Frisco Chrysler. I brought this truck back to Frisco Chrysler on 6 separate occasions to resolve check engine lights associated with emissions system manufacturer defects. I am seeking resolution for extremely excessive fuel and mileage consumption by the dealership associated with the repairs. My truck currently has ***** miles on it. The dealership has driven more than 10% of those miles and consumed approximately 60 gallons of diesel and 2 gallons of DEF without replacement. I have pictures of the odometer and fuel gauge before and after dropping the vehicle off to document my case if desired. In the "amount paid" i included the price of fuel @ $4/gallon

  Business response

  06/29/2024

  We understand your frustration and are sorry to hear you are not satisfied with your service. While the mileage and fuel was necessary to diagnose and repair your vehicle properly, we have submitted a check request for $248 for fuel reimbursement. Thank you for your continued business. 

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I Purchase a new 2024 ram 3500 they were so helpful while Purchasing the truck making Promises for free oil changes. But Once I came to have oil change paperwork.And all things were wrong. They hadn't even processed the paperwork. Truck was showing it was never sold. And when I contacted dealership, they gave me the run around..

  Business response

  06/29/2024

  We are required to report new vehicle sales to the manufacturer inside of the month it was sold. Since you purchased the vehicle on June 3rd, we did not expect you to need an oil change less than 3 weeks later, but reported the sale immediately upon your arrival for service. Unfortunately, your salesperson misunderstood the rules of the program for the ******** maintenance package. The complementary oil changes only come with ******** trim and higher, but you purchased a Tradesman level truck. We did however take care of your oil change in full and offer one additional future oil change on us for the confusion. If this is not satisfactory, please let us know. 

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 3, 2024, I traded in 2 vehicles and purchased a new one. I was charged $23,****** as the pay off amount for the 2020 Jeep Grand Cherokee which is shown on the usb port I received with the new lease documents. The pay off price from **. Bank for the vehicle was $17, ******. The pay off amount of $23,****** which the dealership showed me on the check they supposedly sent to **. Bank was not the payoff amount paid to **. bank. I was provided documentation from U.S. Bank that details the check number, date of the check and a payoff amount of the check which was for $17,****** The car dealer ship showed me a check and insisted they paid $23, ****** to US. Bank. I provided the dealership person documentation from **. Bank which showed the amount of the check the dealership sent along with the check number they sent.. I requested a copy of the cleared check from the car dealership that they paid US. Bank and was told by the car dealership that they had to reach out to accounting which was at another location for the information. I have the payment document which details the check information made to **. Bank including the check number, payment amount and other information. I also have the usb port with the paper work from the car dealership which displays the payoff amount as $23,****** which in return has made me responsible for the difference of the vehicle trade price and pay off price. I have not received any type of refund a month later and the car dealership trade in amount has me paying back the funds which I was incorrectly billed for in my auto loan.

  Business response

  06/13/2024

  We spoke with the customer in person this morning and are working together to resolve the issue with our accounting office and the lender. 

  Customer response

  06/21/2024

  I am rejecting this response because: I did not speak with anyone on 06/21/24. I have reached out for corporate number for an immediate resolution and have been transferred 3 times to the incorrect office to only be disconnected. It will be two months since I purchased the vehicle and have not received an explanation as to why two payments were sent out in the first place or why there was a disconnect between employees and why I was misinformed with information. I would like to resolve this issue immediately and receive a refund  the over charged amount as soon as possible. 

  Business response

  06/29/2024

  Due to a national system outage we have been unable to process your request since the 19th. We regained access today and will work to resolve this promptly on Monday 7/1. Thank you for your continued patience in this matter. Please accept our sincerest apologies for the delay, this has been out of our control. 

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I sold a used car. I have not received payment for the vehicle. Im not able to get a response from ******** the person who handled the sale. She told me I would receive payment within a week. It has been four weeks now. Contacting the dealership is not possible. Its a series of transfers, holds, and disconnections. The used car spurchashing manager is not available. I have no outlet. I dont know what to do at this point.

  Business response

  06/04/2024

  We have been in contact with the customer since this complaint was submitted and provided an explanation for his concerns. Unfortunately, the check was processed and sent to the address listed on the title rather than the address requested by the customer. We have submitted a request to cancel the existing check and reissue a new one to be sent to the dealership for pick up to avoid any further issues. The estimated arrival of this replacement check is Thursday afternoon, 6/6/24. Tracking information can be provided upon request. 

  Customer response

  06/06/2024

  I have reviewed the business response and accept this resolution. After getting through to the correct person, the issue has been resolved promptly. Thank you for your help. 

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  bought a 2018 dodge charger hellcat on 9/19/2022. and decided to cancel my extended warranty that i bought through frisco dodge. due to being unable to get my vehicle repairs covered. i called assurant which is the extended warranty that they sell. i was told by an assurant agent that i needed to go directrly to the dealership. i went and asked them and all i was told that they don't do that in there and to call assurant. so i called assurant back again and was the told the same thing over and over again. at the end someone from assurant sent me an email stating that the dealership had submitted a warranty cancellation and that a refund would be sent and should take 4-6 weeks. date of cancellation according to the dealership 02/19/2024. now 4/12/2024 still no refund or updates done also was never given any information about to who the refund was sent to. i called my bank i have the auto loan with and was told that no refund was received. assurant said that frisco dodge should have given me details which they never did. i went to the dealership and the sales manager ***** said they don't give no details and that a corporation matter and was given an email to contact corporate which that email doesn't even exist. i need an answer or else ill be filing a law suit.

  Business response

  04/15/2024

  The cancellation was processed in February and a check for the refund amount was sent to and cashed by the lender. See attached for reference. You may want to confirm they applied it to the correct account. 

  Customer response

  04/15/2024

  I am rejecting this response because:   it took me multiple times and calls to the dealership to get an answer. When all I needed was something simple to get from the dealership just like they like taking money from customers they should be able to help out right away.  When I went I spoke to the sales manager ***** giving me an email that doesn't exist to contact corporate since supposedly was a corporate Mater. Was no help. Last time I went and was ignored for  minutes when literally everyone was just standing there instead of assisting. Finally got a guy who tried to get ***** the finance manager who looked like he didn't wanted to look at me. Once I was asked what I need I asked for my document and was told the same thing they can't do nothing about when all I needed that documentation of the refund amount that was sent. I been buying cars in different stores but this one they treat you how you look. Even the first time I walked in to buy that hellcat I was ignored if it wasn't for an appointment I had made right at the moment.  

  Business response

  04/15/2024

  We're sorry to hear you feel this way about your experience and appreciate your feedback so we can try to improve. We are however unsure of what you are seeking in terms of a resolution based on the rejection to our reply, considering we provided information and documentation about the cancellation you inquired about. Please advise. 

  Customer response

  04/15/2024

  I have reviewed the business response and accept this resolution. 

  Business response

  06/10/2024

  It appears that you've been in contact with the person who processes cancellations for our dealer group and received a response last week (attached). Please provide proof of the account paid in full so we can issue the check to you directly.

  Thank you, 

  Customer response

  06/28/2024

  I was told check would be sent to me immediately overnight and It's been 2 weeks already still haven't received anything or heard from anyone. 

  Business response

  06/29/2024

  We have reached back out to the accounting office to provide an update. Due to a national system outage, we have been unable to access our records since 6/19. Thank you for your continued patience as we work to provide a resolution. 

  Business response

  07/04/2024

  Tracking number is: 1Z3992770190082426

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Trying to collect warranty and gap insurance for vehicle that has been been paid off since February 4th, no response from appropriate department at the dealership whom responsible for filing cancellation paperwork

  Business response

  04/15/2024

  ********************, could you confirm the vin number and mileage of the vehicle pending cancellation? Also, how and to whom did you submit your request? We can process for you immediately once we have all of the necessary information. 

   

  Thank you, 

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2018 ********** Tiguan from FRISCO AUTO ACQUISITIONS, INC. P125071 on 3/29/2022 the purchase include an additional key and fob. I visited and called the auto dealership and spoke with the sales rep ***************************** who facilitated the sale. He stated a third party company would contact me to come make/ program a new key. 3/20/2024 | called ******* and he stated there was no record of the key being delivered or not delivered and he had no recollection of me calling for the key and has insinuated there is no remedy to the companies negligence.

  Business response

  03/25/2024

  Typically, the customer has 90 days to schedule an appointment to satisfy outstanding we owe items, however we are happy to coordinate to have this taken care of for you as a courtesy. We have contacted the ** dealership in Frisco to order a replacement key and will reach out when it arrives in 3 days to schedule programming. Thank you for your patience as we get this handled. 

  Customer response

  04/02/2024

  Response submitted 3/25/2024 as of 4/2/2024 I have not heard from the dealership.

• Initial Complaint

  01/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a truck from Frisco Dodge 3/3/23. I paid off the truck in August. I sent in the form, in August, to the dealership to cancel my extended warranty that I purchased. It is now 01/20/24 and we still haven't heard anything, except that it is a corporate matter.

  Business response

  01/23/2024

  This cancellation has been submitted and is in for processing with MOPAR. The check for $3,285.33 will be coming directly from Stellantis, as it was not a dealer provided service contract company. 

  Customer response

  01/23/2024

  I am rejecting this response because:  I purchased the extended warranty on the day I bought the truck. This was done at the dealership.  Our sales contract does not list who the warranty was through. The dealer had no information to contact the provider. The only way to cancel the warranty was to send the cancellation form to the dealership.  How is that not "a dealer provided service contract?" 

  Business response

  01/23/2024

  We offer a service contract provided from the manufacturer, called MOPAR, which is what you purchased. It has been submitted for cancellation and will be processed in the amount we provided by the manufacturer, MOPAR Service Contracts. We also sell a service contract that is administered by a 3rd party partner of the dealership, which you did not purchase. Those cancellations are processed by our dealership and funds are released in a different manner. You are welcome to call Stellantis to verify your MOPAR coverage has been cancelled. Unfortunately, we cannot provide a time frame for receipt of your funds. 

  Customer response

  01/23/2024

  I have reviewed the business response and accept this resolution. It has been 5 months since I sent in the cancellation form. The response states that a time frame on a refund ****** be given. Good thing I never had to use the warranty. I was told by the dealership that it was a corporate matter, not MOPAR. I guess 5 months isn't long enough to clear this matter.

   

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a truck from them in 2020 which included an extended warranty. I asked if I could use any dealership and was told by the finance manager that I could. I was also told that it included an exterior CarLux, it did not. My fault, I should have read the agreement closer. First service issued, took it to **** and was told that unless I lived 45 minutes from the dealership I purchased the vehicle from I was required to take it back to them. In 3 service calls my truck has spent 2 months with them. The last service call was for front suspension. I had the list of parts from **** and they did not replace them all. Said they fixed it, but it still pulled to the right. Took it immediately back, said they fixed the alignment, left and it is still pulled to the right. Had the tires rotated and balanced, still pulled to the right. Took it back again, they said it was fixed and realigned it, still pulled to the right. Took it to another shop, they said the alignment was OK but it still pulls to the right. Called again, made an appointment and dropped it off the day after Christmas. They took 1 1/2 weeks to diagnose that it needed an adjustment sleeve. 4 days later parts came in, 3 days after that I received a call stating that they do not have the tools to fix it and they are sending it to ****. They have had my truck for 3 weeks and counting. The warranty provides a rental car but the dealership needs to extend the time in order to get a car. They said they wanted for 45 minutes and did not have time to wait any longer. They offered me a rental car but wanted me to drive 45 minutes to Frisco to pick it up despite having an Enterprise 3 minutes from my house. I just want my truck back and to never deal with this business again.

  Business response

  01/22/2024

  Repairs were completed and the vehicle was delivered back to the customer on Friday 1/19. Please close this case. 

  Customer response

  01/22/2024

  I am rejecting this response because:   The vehicle has the same issue.  When driving if you remove your hand from the wheel it turns to the right and starts to drift to the right.  I have tried this on a number of roads and it is not just the crown.  I called Friday and attempted to speak with the service manager but was transferred to the service advisor.  He said he drove the truck and it tracked straight and said that he would speak to the manager and call me back.  I have not received a call.  You had my vehicle from 12/26 to 1/19 and I have the same issue.  I do not trust your techs to fix it and we need to figure out another way to have the repairs made.  I also cannot be without a vehicle again for 3+ weeks. 

  My preference is to take it to someone else and I can submit the invoiced amount to you for reimbursement. 

  Business response

  01/22/2024

  You can have the other repair facility call in the claim for your service contract just as we would for approval. We can release the vehicle for repairs to the other facility. The service contract provider will not provide reimbursement without prior authorization for repairs. 

  Customer response

  01/22/2024

  I am rejecting this response because:   When all of this started I spoke to the service manager about releasing the warranty and was told it is not possible.  If you can release it so I can go get it fixed properly I will accept the resolution but I will not accept until it is released.  Please let me know when I can follow up with the warranty company.

  Customer response

  02/13/2024

  They offered to release the warranty restrictions so I could take my truck to **** to have it fixed.  **** found that the front end was not reassembled correctly and that the steering arm had to be adjusted.  Labor and the cost of an alignment was $267.  Warranty would not cover it since it was repaired wrong.  Sent text to **** with a copy of the receipts and have not heard anything back. 

  Business response

  02/26/2024

  We have processed a reimbursement check for the amount of $267.00 per the customer's request. This will be mailed to the address on file. 

*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. ↩