ComplaintsforValley Chrysler Dodge Jeep RAM

• Initial Complaint

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a vehicle from them in January and I’ve had nothing but problems since day one with not only the van but with the professionalism and communication with them. The van has been in the shop with them about 8 times now with different issues. Right after I purchased it I had to take it in due to not being able to see with the lights at night because they were pointed directly to the ground, the signal light didn’t work and the fog lights were not working. they had to replace to struts because they were bad, no way it would’ve past inspection it was like they just slapped an inspection sticker on it. They returned it several times saying the issue was fixed before they actually fixed it. A month later they had to replace the rear hvac system and blower motor after several failed attempts to get a response from them. Just recently it went back in the shop to have the transmission replaced, they returned it with a completely new problem and are now refusing to fix it. This has been the absolute worst experience for my first time purchasing a car through a dealership. They promised me a safe and reliable vehicle for my family and it has been neither up to this point.

  

  Business response

  08/06/2024

  She actually spoke with our Service Manager a couple of days ago. We addressed the issues.

  Customer response

  08/07/2024

  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.it is now August 9th… so almost a month ago was my last contact with them. while they are stating the service department spoke with me a couple days ago that is incorrect the last I spoke with them was around July 12th when I came to them after they replaced the transmission and brought it back with a new issue… in which they made every excuse that it’s not anything that they did or didn’t do and that they will not be fixing the issue that they caused.. i was not having this issue when I took the van into them, so there is no reason it shouldn’t have been brought back to me in top condition especially since a new transmission was put in. I don’t know if they didn’t tighten something correctly, or if something was put back on incorrectly. There response was it wasn’t showing any codes and they wouldn’t fix something that didn’t tell them what was wrong… if something was put back incorrectly it wouldn’t throw a code… they then brushed me off to say that I needed to not run the manufacturer recommended gasoline, which is the only thing that has been ran in it since purchasing. So that made no since to me, because the gasoline was never an issue before so did they replace something on my vehicle that wasn’t tuned and or made for my vehicle? Did it just fit.. I feel this is unacceptable, especially when I’m paying so much money to them and they are now refusing to fix it. My other question is are they just submitting things into my warranty and not fixing it, did they replace my transmission with a rebuilt one that they had in shop and not put a new one in. Is that why? I have so many unanswered questions and am so irritated with this company and the disregard I have received from them.. i am beyond disappointed and disgusted with how they do business and handle things. I want to wipe my hands from them completely and never look back.. I will never do business with them again or recommend anyone to do so. They are liars and only care about themselves and getting vehicles out the door, no matter the condition. I was assured it was dodge certified with no issues and would be safe and reliable.. yet it’s been in the shop 8 times and continues to have issues, and new issues they caused.. and are REFUSING to fix… at this point, buy the van back and we can both walk away from eachother with no future dealings… I’m DONE Regards, ******* *****

  

  Business response

  08/20/2024

  Dear Ms. *****,We would like to address the concerns you've raised and clarify our position. Throughout this process, we have strived to be nothing but transparent and professional in handling your vehicle's service needs. The transmission replacement was completed properly, and since then, our team has inspected the vehicle in response to your complaints. Our inspection confirmed that the vehicle is operating as designed, and there are no issues attributable to the work performed.Regarding the specific issue you've mentioned, we have conducted thorough checks and found no evidence of any fault or error on our part. We understand the frustration you may feel, but at this point, we have done everything within our capabilities to assist you, and there is nothing further we can do or that is owed. Our priority has always been to ensure your vehicle is safe and reliable, and we stand by the quality of the work performed.We sincerely regret that you feel this way about our service, and we hope you find resolution to your concerns. However, we must reiterate that we have fulfilled our obligations in this matter and will not be pursuing any further action.Thank you for your understanding.Sincerely,********* ****Executive Assistant CMA's Valley Dealerships

• Initial Complaint

  07/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In May 2023 I was driving my car to the dealership for a state inspection. The car broke down on the side of the highway, and a tow took me in. While looking at the vehicle, they found several things that needed to be fixed. I was there for approximately three hours waiting for the car to be fixed. The final bill came out to $2600 and change. I was in shock and had no option other than to take out a high interest loan to pay this. Later mechanic looked at my bill and said that I was being double billed for labor. When I called the dealership today, July 10, 2023, I was informed that the way they charge for a job is they get an estimate from a book that tells them how long a job should take. In this case, the job was supposed to take five hours, but it only took three. However, I was charged for all the hours the book said that it took. Twice. This is highly unfair. If the person is being paid an hourly rate, and the Dodge dealership said that their hourly rate was about $180, then you pay for the amount of hours that they are working on your vehicle. If it takes longer than the estimate, then you pay more. This has been how my car has been fixed ever since I can remember. I have never been charged for hours that were not worked on my vehicle. To charge somebody for hours that their vehicle was not being worked on is, in fact, taking advantage of the person and stealing money. What I would like from this is the amount of money back that I should not have been charged. Despite what the book says it did not take this mechanic that amount of time to fix my vehicle I only want to be charge for the amount of time it took to fix my vehicle, not the amount of time it would take to fix my vehicle, according to a book, and not as if they were doing one job after the other.

  

  Business response

  07/11/2023

  Our Service Director has spoken with customer on the phone for the repair work she authorized to be performed on 7/10/2023. They vehicle was brought in for State inspection and Check engine light vehicle shaking hard while running concern on 5/16/2023 at 2:21pm. The diagnostics of the customer concern lead to replacement of fuel injector, spark plugs, and found the front valve cover gasket and the spark plug tube gaskets and cam sensor gasket leaking. The estimate was provided and approved for the repairs. The repairs are quoted at a Per job rate not an hourly rate. The technician was able to perform the repairs and get the customers vehicle back on the road sooner than the estimated time needed base on the technician's skill level.

  Customer response

  07/11/2023

  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 it was NOT explained to me at the time of the estimate that this is how it was billed. My rather reasonable assumption was that I would be charged by the hour worked…not by a set time that may or may not be fully used. As it took less than the time they are now saying the book would take (a time frame I also wasn’t given as well as that I would be charged wether they used the full time or not) it should not be charged for time not worked as I was not advised of how this billing worked before I accepted the estimate  An estimate is a guess that can be adjusted  if this is not the case they did not use proper language and led me to believe I would be paying for the time worked   Regards, ********* *****

  

  Business response

  07/31/2023

  An assumption-based correction on the price does not constitute a retraction of the approved and authorized work to be performed on the vehicle. The provided estimates were given and approved for the work performed, and there was no misleading as all the prices provided were given and agreed upon.The only discrepancy noted is that there is an assumption regarding the total cost of the work from the customer, based on how they felt the charges should be billed. However, there was no conversation indicating that the totals would be more or less while speaking to the customer, but rather an estimate of the repairs.At this point, all obligations regarding the cost of repairs and completed work have been met.

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