ComplaintsforBerglund Chrysler Jeep Dodge Ram

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our truck experienced mechanical issues on 8/8/2024. The problem was identified by another mechanic as a TIPM computer malfunction, which could only be replaced at a dealership. Our truck was towed to Berglund, and they said they would look at it on 8/19. We didn't hear from them, so we called multiple times on 8/20 and on 8/21. We left multiple voicemails and no one ever returned our call. We finally reached a human being, and they had no record of us or our truck. It turns out the truck had been on the lot for all those days, unlocked, with the key inside, and all of our items were easily accessible to anyone. Even after they found our truck, it remained unlocked. My husband checked on the truck a few times while they had it and was able to get in every time. They claimed the repair would cost $2890.68 with the TIPM part itself costing $2351.75. They repeatedly refused to provide proof as to why the part cost that much despite the most expensive price we could find being approximately $1700. They also charged us for 3 hours worth of work when it should have taken 1 hour tops. Once that part was replaced on 9/5 (no explanation as to why it took so long to fix), they claimed they needed to replace the gas pedal for $777. We said no, bought the part ourselves for $225, and took it to another shop who did the work for $125 a couple days later. During the replacement of the pedal, it was discovered that the TIPM had not been installed correctly, with multiple fuses not seated properly. We drove the truck home. Today we discovered that the radiator fuel cap had been removed and was missing, there was no radiator fluid, the coolant was practically drained dry, the exact same warning lights were on that made us take it to the dealership in the first place, and the heater stopped working. We have tried multiple times to reach them and they won't answer their phone or their text messaging system.

  Business response

  09/12/2024

  This responds to the complaint made by ********* ****.  We regret that Ms. **** is not fully satisfied with our service.  We have thoroughly reviewed the situation.  The vehicle at issue was towed to Berglund Chrysler by a towing company unaffiliated with Berglund.  Unfortunately, the tow truck driver did not check in with the service department when he dropped off the vehicle, nor did he leave the keys or any information about the vehicle in the check-in box.  Therefore, even though we had talked to the customer, we did not know the vehicle was on the lot.  Our experience is that drivers tell us when they have dropped off a vehicle, and if the drop off is after hours they leave the keys and written information in the drop box.The towing company left the vehicle unlocked.  Once we realized the vehicle was present, we did not lock it because we understood the issue was electrical in nature and we needed to make sure we could get into the vehicle.  We do not search vehicles for contents or take possession of contents in vehicles.The vehicle is 19 model years old.  As with any older vehicle there can be multiple issues involved.  It is not uncommon that when one problem is fixed, another problem is found.  That is what happened here.  Once we replaced the TIPM module, the throttle pedal issue manifested.  Based on Ms. ****’s email, it appears that another shop agreed that the pedal needed to be replaced.As for pricing, the TIPM module has limited availability due to the age of the vehicle.  This causes price variation.  We were glad to find the part.  We charged a labor fee of 2 hours, which was less than the time actually incurred in getting the vehicle into the shop, diagnosing the problem, and installing the TIPM module.  The TIPM module comes loaded from the manufacturer.  The problem described by Ms. **** (fuses not seated properly) appears to be a manufacturing issue.  If that is the case, the module is under a manufacturer’s warranty that will be honored at any Dodge dealer in the United States.We did not do anything to the cooling system, so we are not aware of any issues with that. We only repaired the electrical issue.We apologize for any difficulties in reaching our service department.  We strive to be responsive and regret any shortcomings in that regard.We are happy to look at the module and determine the problem.  If there is any issue with our workmanship, we will certainly remedy the problem.  However, as stated above, the description indicates a manufacturing issue that is covered by warranty.Thank you for the opportunity to respond.

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A vehicle I purchased in May of this year was not properly inspected by the company's own standards. I have waited over 2 months for them to make the repairs covered by the warranty and they ignore every inquiry I make about the status.

  Business response

  08/27/2024

  Mr. ******** vehicle needs an engine.  The warranty company required pictures of various parts of the vehicle before approving the repairs.  We have provided the pictures and today received approval from the company to do the repairs.  We have spoken with Mr. ****** and updated him on the status.  Unfortunately, large jobs such as this take time for the warranty company to review and approve.  We regret any failure in communicating with him about the nature of the repairs and the process for approval of the repairs.  Please contact me if any additional information is needed.*** *******General Manager

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had my car serviced when I picked it up I noticed a little paint and a small dent in was a white jeep next to My car and I could tell that the door hit my car gave them time to tell me never say anything to me about it please help me

  Business response

  05/22/2024

  Mr. ****** will be bringing his vehicle back to our shop on Tuesday May 18th.  We will send an update after his appointment.

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Attempting to charge diagnostic fees of $180 per issue for a vehicle under warranty. Attempting to charge for an oil filter($135); for an issue covered under warranty; despite the fact the FCA warranty manual states filters are covered if part of a covered repair. Page 11 Sect. 3.3 2021 Diesel ** Warranty packet. The vehicle has not been repaired yet and I will update as I have more info but so far I'm far from impressed. It has been nothing shy of a nightmare to work with the service department.

  Business response

  03/14/2024

  This responds to the complaint filed by ***** *******.After receiving his complaint, I spoke to Mr. ******* about the repairs to his vehicle. It is clear that in our initial discussion we did not adequately explain the repairs and our charges to Mr. *******.  His vehicle is subject to a recall, and he will not be charged for that work. We explained that if non-warranty work is needed, there would be a diagnostic fee and repair charges for that work.Mr. ******* indicated that he was satisfied with our discussion; I shared my cell number with him and encouraged him to call me with any questions he may have in the future.Please contact us if additional information is needed.**** ****** General Manager Berglund Chrysler Jeep Dodge Ram

  Customer response

  03/14/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. This response is not entirely accurate nor do I feel the entirety of the situation was noted by management. The recall work was not in question  The vehicle has 27k miles on it and is within warranty period. The tech proposed diagnostic fees and a charge for a filter that, “may or may not have to be changed”, in the pursuit of a COVERED repair. This is to hold place that until I have received my vehicle and the defects are corrected and covered by warranty I will not consider this resolved. Regards, ***** *******

  Business response

  03/27/2024

  Mr. ******* has a vehicle that has a couple of back ordered parts that are needed to complete the repair. We have purchased a few of the other parts for his vehicle. We paid retail pricing to another Dealer in hopes of expediting the repair. The other needed parts are on back order. We have placed them as “vehicle down” with Chrysler.I have spoken to Mr. ******* twice today as we are searching for those other parts.While the back ordered parts are enabling us from completing his repair, the line of communication between **** ****** and Mr. ******* is completely open.Again, thus far, there are not any charges or fees due for his repairs. However, if he wants us to diagnose any further non warranty issues, there would be a diagnostic fee. This fee is not charged under warranty claims/repairs.

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and i purchased and 2019 Jeep Grand Cherokee Limited from Berglund Chrysler Jeep in 2019. In October of 2023 we stated having issues with the air conditioning system in that it wasn't blowing cold air. I made an appointment with Berglund to have it serviced on November 10, 2023. The service advisor notified me that the AC system wasn't charged with refrigerant and had a 0 PSI pressure reading. The AC system compressor has a low pressure switch and will not will not engage if the pressure is low. Leak detection dye was used to identify possible leaks but none found. System was recharged with R1234YF refrigerant and no leaks were detected. I was asked if i wanted the service tech to update my HVAC ECU software to the newest version and i approved that. We paid the total cost of $921.94 and took the vehicle. We had the exact same issue with the AC system reoccur about 1 1/2 weeks later, no cool air. I made another appointment at Berglund and took my vehicle back on December 5, 2023. Service advisor called and informed me that not only was my Evaporator Core defective and the source of the refrigerant leak, my radiator had a crack and was leaking as well. Also, was informed that my water pump was leaking and was defective as well. Radiator and water pump leaks were never mentioned to me on the first service event in November. Highly improbable that three major components on a vehicle 4 years old with 48,000 miles to fail virtually simultaneously. I approved the replacement of these components to get my vehicle retuned because it was very inconvenient for my family to be without it. I dropped the vehicle off for the 2nd service event on December 5 and repair was complete on December 20. I paid $4992.23 on this service. I believe i should be entitled to the refund of my original repair cost ($921.94) because my issue was not resolved. I find these premature parts failures troubling and the repair costs excessive and would like some financial relief from Berglund

  Business response

  01/22/2024

  This responds to the complaint made by ****** ******.As stated in repair order ****** (which accompanied the complaint), the customer’s stated concern was that the compressor was not coming on.  We found the a/c system was at zero psi, thereby corroborating the customer’s concern.  As the repair order states, we checked for leaks and none were found.  We added refrigerant, and added leak dye to help determine whether there were leaks.  As stated in the repair order, we again specifically checked for leaks and none were found.  All of these steps were appropriate given the customer’s complaint and our findings.  When the customer returned a month later (repair order ******) the vehicle had been driven an additional 1,700 miles.  At that time, we were able to find leaks in various parts, including the water pump, radiator, and thermostat, all of which we replaced.  We found the leaks because we had added the dye at the first visit.The reason that we did not inform the customer of leaks at the time of their first visit is that we did not find any leaks at that time.  It would have been irresponsible for us to have reported leaks and replaced various parts on their first visit when we did not find any leaks.  The General Manager of the dealership spoke with Mr. ****** on January 19 and explained the foregoing.  The General Manager asked if Mr. ****** had sought any relief from Jeep.  Mr. ****** stated he had spoken to Jeep but nothing had resulted from that call.  The General Manager asked Mr. ****** to send him the Jeep case number and said that he would call Jeep to see if he could get any assistance for Mr. ******.Please let us know if you need additional information.

  Customer response

  01/22/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The reply from dealership states that the coolant leaks were detected on the second visit because dye was added. The dye was for the refrigerant system leaks. The service advisor stated that the coolant leaks were detected visually after the vehicle was in a lifted position. I did contact Chyrsler/Jeep corporate and they have offered me a very fair refund based on the same information i submitted here in my original complaint. I also submitted my service invoices from Berglund to the Corporate reps and they were in agreement with my concerns about the number of failed components and the timing of the failures.  I feel that Berglund should be agreeable to a reasonable refund to assist a customer as well. Not asking for a full refund by any means but some amount of good faith offer would help amend this disagreement.  Regards, ****** ******

• Initial Complaint

  05/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Berglund has had my vehicle since April 13th. The diagnostic was not completed until April 21 because the technician was working on another vehicle. The diagnostic was completed on April 25th parts weren’t ordered until 4/28. The office manager ***** stated the vehicle completed on 05/05 no later than 05/06. I called to get an update and can’t get a reply or answer. I requested a loaner vehicle since it has taken an excessive amount of time.

  Business response

  05/10/2023

  This responds to the complaint filed by ******* ******.We have spoken with Ms. ****** and explained that her transmission repair required that the transmission be taken apart and photographs sent to Chrysler for approval prior to the work being done. Unfortunately this process takes approximately two weeks.  We should have communicated this to Ms. ****** and apologized to her for failing to do so, and have provided a rental vehicle.  We believe she is satisfied and understand that she is withdrawing her complaint.Please let us know if additional information is needed.Sincerely,**** *******  General Manager Berglund Chrysler Jeep Dodge Ram

• Initial Complaint

  11/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought my Father's 2010 Dodge Dakota truck from his Estate. Bought *** Vehicle bumper to bumper 10 year 100,000 mile extended warranty number **********. Jan. 20 2021 started noticing ticking noise in front end. Took truck to Berglund Chrysler Dodge  I thought at time it may have been front wheel bearings. Nothing found by dealer. Took truck in on June 22 2021 for loud noise between 1000 and 1500 RPM Valve train noise (My guess), same dealer replaced serpentine belt and tensioner. Returned truck July 18 and 19 2021 for same original complaint "Ticking noise between same RPM's" Same dealer this time advised issue was Power steering pump, which they removed and replaced. *** warranty expired Aug. 14 2021. Took truck back to same dealer, same complaint, on Sept. 27 2021 Dealer removed left valve cover, and engine oil pan to check bearings. Kept vehicle until Nov. 12 2021. Service ticket says "no issues found at this time." *** agent that I spoke to at ###-###-#### and identified company as *** (?) informed me that same dealer had requested a new motor on Oct. 02 2021 and they advised "Misdiagnosed engine noise was main crank bearing failure and truck was out of warranty." Took truck back on July 18 2022 with same issue to same dealer, nothing found. Took truck to Berglund Chevrolet for same noise complaint after contacting Dodge Customer help phoneline, on August 22 2022 and they again replaced water pump, fan clutch but noise still in motor. Berglund Chevrolet then checked further and verified "excessive clearance on #1 bearing main cap, tear down / engine replacement denied because I have no warranty now and can't afford a new engine out of pocket. So I need Berglund Dodge to cover my latest charges and diagnostic fees and new motor, because of 3 misdiagnosed attempts to repair vehicle with a additional 3 return trips until someone confessed the issue. Service Manager told me that his Lead technician had been familiar with the bearing having pressure put on it by tensioner and belt. I feel like Berglund and *** warranty just kept me going in circles until warranty ran out. Want new OEM motor put in vehicle due to Berglund Dodge's service techs misdiagnosing issue.

  Business response

  12/02/2022

  This responds to the complaint filed by ******* *** that we received on November 25, 2022.Berglund Chrysler began servicing Mr. ***** 2010 Dodge Dakota in 2014.  At that time we replaced a master cylinder and completed an oil change.In February 2016 Mr. *** returned stating that he was hearing a noise with the truck settings on defrost.  We were unable to duplicate the noise.  We completed a driver’s side airbag recall at that time.In August 2017, Mr. *** took his vehicle to Berglund Chevrolet, where he had his front brake pads replaced and the rotors turned.In October 2017, Mr. *** returned to Berglund Chrysler for an oil change and tire rotation.In March 2018 Mr. *** went back to Berglund Chevrolet for an oil change and transmission service.Three weeks later, in late March 2018 Mr. *** went to Berglund Chevrolet stating that his vehicle was shaking above 35 mph.  A tire balance was performed.In October 2018, Mr. *** returned to Berglund Chrysler for an oil change and passenger air bag replacement.We did not service Mr. ***** vehicle again until February 2021, at which time we did an oil change and replaced a leaking water pump.  This work was covered by an extended warranty.  We also checked the front wheel bearings at Mr. ***** request and found no noise present at that time.In June 2021, Mr. *** brought his vehicle to Berglund Chrysler stating that he heard a noise between 1000-1500 rpms.  After we replaced the belt and tensioner, the sound was no longer present.The following month, Mr. *** returned to Berglund Chrysler starting there was a ticking noise while accelerating.  We replaced the power steering pump, which eliminated the noise.  This was covered by the extended warranty.In September 2021, Mr. *** brought his vehicle to Berglund Chrysler for a ticking noise that could only be heard while driving slow next to a wall or a building.  We could not duplicate the noise.  Mr. ***** extended warranty company (***) had us remove the left valve cover and oil pan, and their technician came to our store to inspect the vehicle.  He could not find a problem.  We reinstalled the valve cover and oil pan with new gaskets.In December, we replaced a battery insulation blanket that Mr. *** said was missing.We next saw the vehicle in July 2022.  We completed an oil change and tire rotation.  Mr. *** stated that there was a noise under the vehicle at 1000-1500 rpms and asked us to check it.  We could not duplicate the complaint.  In August 2022 Mr. *** went to Berglund Chevrolet stating that there was valve train noise or clicking noise at 1000-1500 rpms under load.  They found a worn clutch bearing with some play in it.  They installed a new fan clutch assembly but the noise was still present.  When they removed the serpentine belt the noise was no longer there.  They diagnosed that the belt was putting enough tension on the crankshaft to create the noise, and that there was excessive clearance on the #1 main cap.  They recommended a tear down and engine replacement.  Mr. *** declined that service.  In sum, Berglund Chrysler properly serviced Mr. ***** vehicle each time it was in our shop.  We addressed all complaints that were identified and verified.  While unfortunate, the current condition of the vehicle was not caused by Berglund Chrysler.  Mr. ***** theory that Berglund kept him “going in circles until his warranty ran out” makes no sense.  The warranty was not issued by Berglund, and Berglund had no incentive to delay repairs until an extended warranty expires.  Indeed, we performed several repairs while the extended warranty was in effect for which we were paid by the warranty company.In addition, Mr. ***** extended warranty expired in 2021.  There is no evidence that the current problems the vehicle is experiencing existed prior to the time the warranty expired.  In fact, at the time the extended warranty expired, all complaints had been addressed and the vehicle was operating as intended. Please contact me if there are any questions.

  Customer response

  12/08/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I am demanding new motor and all labor be paid for by dealership to rectify issue costing me no monies. Berglund representative has misspoken. He advises the noise went away each time vehicle was service by the work Berglund performed. The sound was present went I picked up vehicle on June 23, 2021. Sound was present when I picked vehicle up August 2, 2021 and also need to  note that Service Manager **** ******, rode  with and indeed heard noise that is matter of complaint after keeping vehicle 11 business days. Noise was still present when I picked vehicle up on November 12, 2021, after dealership had vehicle for total of 34 thirty four days. Oil pan had been removed during September 27, 2021 to November 12, 2021. I asked service manager **** ****** if "Specialist or Dodge service technician more superior or more skilled than his technicians was available, to which he replied no. I did return again on July 18, 2022 with same noise still present. Took vehicle back on August 22, 2022 for same noise issue to a different Berglund dealership for total of 24 days when they verified the exact cause of noise being "excessive clearance on number 1 main bearing cap. I had asked for a Loaner vehicle each time and was told none was available. I needed my vehicle and could not leave vehicle any more than I had done and once noise was heard again after picking up vehicle each time which resulted in frustration with dealership for not repairing vehicle to Dodge specifications. Also personally spoke to General Manager Mr. **** ****** on September 23, 2022 and he said "Berglund Chyrsler Jeep had requested a motor before  warranty expired" while I was in his office. He also stated "My warranty company had sent representative to look at vehicle in September 27, 2021 to November 12, 2021 and warranty rep denied #1 main bearing failure." I have  contacted my warranty company for records, which have been attained, and they have advised no representative was requested to look at my vehicle at all until October 22, of 2021." So in closing this is my statement. Berglund Chrysler Jeep had multiple time/times/technician hours/effort to diagnose vehicle correctly, which is shown that they DID NOT since one visit to BERGLUND Chevrolet confirmed issue. Clearly Berglund Chrysler Jeep MISDIAGNOSED issue, plain and simple. I am wanting Berglund Chyrlser Jeep to pay in full for engine replacement and all labor that is needed to correct this issue as my warranty company called "Not responsible for dealership MISDIAGNOSIS." Regards, ******* ***

  Business response

  01/04/2023

  We have again reviewed the service history.  The customer’s vehicle was here from September 27, 2021 until November 17, 2021.  The customer’s stated concern was that the vehicle was making a ticking noise at low rpm’s that could be heard when driving slow next to a wall or building.    We could not duplicate that concern.  We removed the valve cover and oil pan to look for any issues, including metal in the pan, but found no problems.  While the vehicle was here, the customer’s extended warranty company sent a technician to look at the vehicle.  The technician was here while the oil pan was removed and found no issues.  Had we found a problem, we would have advised the customer and offered to fix it.  It was not our extended warranty, so there was no incentive for us not to do so.  Based on this, we must decline the customer’s request for a free engine replacement. Thank you

• Initial Complaint

  03/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After a couple of months of non returned phone calls from the Berglund Headquarters, I am filing a complaint. I had my Jeep Wrangler towed into Berglund because it was making a noise in the bottom of motor/ transmission area. I did this against better judgement because I had a 3rd party power train warranty company with 20 days left to go on my warranty. At first Berglund Jeep was easy to work with, got it in the same day and diagnosed that it was in fact coming from my transmission. They asked if the could remove my transmission to further inspect and I said yes. I received a phone call from the service rep who was helping me and he said without a doubt the technicians agree it is the transmission. The price quoted to me was over $7,700.00 to replace with a factory Mopar transmission. Once my warranty company sent out their independent inspector, my transmission claim was denied due to allowable movement in the input shaft. 2 days before my Power Train was up, Berglund wanted $1200.00 from me to disassemble the transmission and prove them wrong. I decided at that point since the transmission was out of the Jeep, to call ***** on ****** ***. Since the transmission was removed, they rebuilt it and put a new clutch assembly in. Upon test driving, the same noise was there and they checked the engine oil. The motor oil had metal in it and the noise was still there even in neutral proving it was in the motor and not the transmission. I contacted Berglund asking them to fix it because I just paid Berglund $1155.33 and ***** $4497.18. The Berglund GM **** ****** wouldn't take the vehicle back and fix the original issue even though their technicians improperly diagnosed what was going on with my vehicle. I tried calling several times trying to reach the owner of Berglund and left messages with his secretary, but no one has ever returned my call. I would like a refund in the amount of $5,652.51 which was the total cost of the repairs caused by Berglund's mistake.

  Business response

  04/07/2022

  We have spoken to Mr. ****** and we are processing a refund in the amount of $1230.

  Customer response

  04/15/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  Thank you for your help with my complaint. Mr ******, General Manager of Berglund Jeep did reach out to me. Although, I did not get the amount of money that I had requested, we did discuss everything and he issued me a refund in the amount of $1230.00 which did refund the amount of money that I had spent at Berglund Jeep. He was very helpful, courteousm and I am glad that we were able to come to an agreement. Thanks - **** ****** 

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