ComplaintsforAutonation Chrysler Dodge Jeep Ram Bellevue

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a 2019 used Jeep Grand Cherokee ~June 2021 & the company was under contract to complete bodywork within 1 month/30 days as part of our purchase deal. It took extreme amounts of customer follow-up and repeated escalation to get the repair complete....18 months after purchase! Resolution happened upon arrival of new General Manager ********************************** August 2023, the right blinker, cruise control and auto-high beams stopped working. Attached is the timeline of our experience these past 4 weeks and it has been AWFUL. We purchased a $4,600 warranty which barely seems to be helping our case. The biggest issue is the customer service at this location. We can't even get a hold of someone to pick up our Jeep!

  Business response

  03/04/2024

  Thank you for bringing this concern to our attention. The case is still under review. We will provide a response within ***** business hours.

  Thank you. 

• Initial Complaint

  02/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Jeep from Autonation Audi along with 5 services from any autonation dealer (~$500). When taking my Jeep to this service department for my first service, I was told I would have to pay another ~$500 for the service and submit for reimbursement to be covered by the contract. This didn't seem terribly unusual at the time, except I later found out that this reimbursement mechanism does not exist and beleive this was an attempt to steal my money.I attempted over 4 months to contact via phone call, email and physically visit to seek a professional resolution (mostly the dealer, also Autonation Audi and Autonation corporate). I provided ample evidence and a summary of the issue, and made over 15 separate attempts to contact and resolve this. I was promised over and over I would receive a call or email in reply, to which they nearly never came.After 3 months, I had one individual follow through and provide me with several email contacts to write down my issue, and after multiple follow *** to that note, received an email from the servivce manager. They acknowledged I should not have been charged, and stated that the contract system must have been down at the time of my service which was the reason I would have to pay out of pocket. Instead of refunding me the amount owed to me as I requested, they offered a complimentary oil change and tire rotation. Keep in mind my agreement covered 5 of these already, and this would not be a service I would use for many years. I politely declined and requested a refund for the overcharge, and have been subsequently ignored after many follow up attempts. It has been weeks without any engagement and there are multiple levels of management on the email thread.They did not want to use my existing contract and instead held my vehicle hostage and forced me to double pay. Since then they have deliberately and in bad faith ignored my attempts to seek a refund after being told a lie from their department about reimbursement.

  Business response

  02/13/2024

  Thank you for bringing this concern to our attention. The management team has sent the customer a reimbursement check. The customer has been contacted to advise of this update. We sincerely apologize for any inconvenience. 

  Thank you. 

  Customer response

  02/29/2024

  I wanted to follow up here and request we re-open the case. I have not received a refund check and the business has not replied to my ongoing attempts seeking some level of engagement. 

  Thanks,

  ****

  Business response

  03/08/2024

  We sincerely apologize for any inconvenience; however, we require additional time to provide the customer with an update.

  Thank you. 

  Customer response

  03/16/2024

  Please reopen this case. I do not understand why the case is simply closed when the businesses response was not that the item was addressed, but that "they need more time". In no way did the business address the issue. The business lied in their first response about sending me the refund, and in the follow up said they need more time.

  This is not a satisfactory outcome or resolution. The business is stalling and delaying because it is a fradulent and disreputable operation. 

  Customer response

  03/22/2024

  Hello ******,

  We can now finally close this case. The business has given me a check for the amount they owed.

  Thank you for the help and support!
  

  ****

  Business response

  03/22/2024

  We sincerely apologize for any inconvenience. The management team has arranged for the check to be delivered to the customer by Monday. 

  Thank you. 

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This business replaced batteries for my 2020 Jeep Grand Cherokee in June 2023 with warranty service. The main battery died in December 2023 and was confirmed battery failed by this business on 12/26/2023. However, this business (service director *********************) stated because the replacement battery was installed during vehicle's warranty period and now the warranty has since expired, hence the new battery will not be covered by the warranty.I purchased a battery and installed myself.I contacted Jeep's customer service number provided by this business and was told all factory parts have a new two-year warranty regardless when they are installed. But since the replacement battery installed in June 2023 was not an OEM part, Jeep will not cover it.I turned back to this business and called on 1/2/2024 and emailed ********************* on 1/2/2024 and 1/9/2024 but received no response.

  Business response

  01/19/2024

  Thank you for bringing this concern to our attention. The case is still under review. We will provide a response within ***** business hours.

  Thank you. 

  Customer response

  01/19/2024

   
  Complaint: 21127238
  
  I am rejecting this response because: the response from the business did not include a solution yet.
  
  Sincerely,
  
  ***************

  Business response

  01/30/2024

  This complaint is currently under investigation. We will need additional time to provide an update regarding this matter.

  Thank you. 

  Customer response

  01/30/2024

   
  Complaint: 21127238
  
  I am rejecting this response because: the business needs more time to investigate, no solution yet.
  
  Sincerely,
  
  ***************

  Business response

  02/09/2024

  We sincerely apologize for the inconvenience caused by this delay, but we will need additional time again to come to a resolution for this case. 

  Thank you. 

  Customer response

  02/13/2024

   
  Complaint: 21127238
  
  I am rejecting this response because: the business is merely asking for more time, no resolution.
  
  Sincerely,
  
  ***************

  Business response

  03/07/2024

  It has been discovered that the customer received a battery replacement under warranty. When a repair is performed while under warranty, the entity that paid for the repair has access to warranty claims. As the customer did not pay for the battery replacement themselves, he cannot access the warranty if the battery fails. An aftermarket battery was approved by the warranty provider as there was a parts shortage. The management team has reached out to the warranty provider to request a one-time approval for a battery replacement as is required in this instance.

  Thank you. 

  Customer response

  03/14/2024

   
  Complaint: 21127238
  
  I am rejecting this response because:

  This explanation was the same as what the service supervisor told me before. It seems there were some communications between the dealer and parts supplier on installing the aftermarket battery which failed a few months later. However, I am not seeing a solution in terms of who will cover the replacement for the failed battery yet. It says the dealer has reached out to the parts supplier for a one-time replacement which I assume is ongoing so I believe I am still waiting for an answer at this time.
  
  Sincerely,
  
  ***************

  Business response

  04/03/2024

  Unfortunately, the management team has not received a response from the warranty provider and remain on standby to await their direction. 

  Thank you. 

  Customer response

  04/04/2024

   
  Complaint: 21127238
  
  I am rejecting this response because: there is no progress in the message from the business.
  
  Sincerely,
  
  ***************

  Business response

  04/19/2024

  The management team has agreed to perform the battery replacement for the customer to alleviate the inconvenience of waiting for the manufacturer. The customer has been contacted to schedule a service appointment. 

  Thank you. 

  Customer response

  04/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11-13-2023 I purchased a used vehicle from this dealer. The dealer provided a 90 day written warranty for the vehicle. Vehicle was delivered to me out of state. Shortly after delivery the vehicle was not running right and the ** dealership on November 24, 2023 found that it had an engine problem. A copy of my written warranty was provided to the ** dealer who attempted to file a claim for repairs. The ** dealer reported back that the warranty company had no record of my vehicle. Warranty documents state that the warranty started on 11-13-2023. Spoke to ******************* at Autonation on 12-01-2023 who assured me that the warranty was valid and would be activated shortly. Later *** phoned me and now told me that they changed their mind and there is no warranty and that Autonation would do nothing to repair the vehicle. He claims that since the vehicle is over 10 years old he was not able to activate the warranty I negotiated into the sale.

  Business response

  12/11/2023

  Thank you for bringing this concern to our attention. The management team is in direct contact with the customer to resolve this concern. The vehicle is currently awaiting diagnosis after which a suitable resolution will be reached. 

  Thank you. 

  Customer response

  12/15/2023

   
  Complaint: 20960078
  
  I am rejecting this response because:

   

  *** the sales manager called and said he is not going to repair the vehicle despite me having a written warranty covering the break down. 
  
  Sincerely,
  
  *******************************

  Business response

  12/27/2023

  The management team has offered to pay for the required repairs or to buy back the vehicle from the customer to alleviate them of their concerns. However, both options were declined by the customer. Unfortunately, we will be unable to assist the customer further at this time. 

  Thank you. 

  Customer response

  01/04/2024

   
  Complaint: 20960078
  
  I am rejecting this response because:

   

  The offer was to do a one time repair of which would disregard my written 90 day warranty.  I have a 90 day warranty. The business is not honoring the written warranty. 
  
  Sincerely,
  
  *******************************

  Business response

  01/16/2024

  Unfortunately, the referenced 90-Day Warranty was mistakenly added to the customer's purchase, as this warranty is not provided for vehicles purchased As-Is. It is also not applicable due to the year of the vehicle. These factors void the warranty deeming it unusable, which was explained to the customer. In an attempt to rectify this concern, the management team offered to pay the full cost of required repairs or to buy back the vehicle including shipping costs, which were both declined. 

  Thank you. 

  Customer response

  01/17/2024

   
  Complaint: 20960078
  
  I am rejecting this response because:

  Whoever responded from the business does not know that the General manager authorized repairs of the vehicle.  The repairs were done by the local vw dealer however there is still an issues with exhaust smell inside the car.  The repair shop is going to look into it.  So as of today there are still outstanding issues with the vehicle.  Also this dealership previously promised a refund of 47 dollars paid for a temporary license that was never issued.  I have not received the refund promised as of today.
  
  Sincerely,
  
  *******************************

  Business response

  01/30/2024

  We are currently investigating the customer's additional information and require additional time to respond. 

  Thank you. 

  Customer response

  02/12/2024

  Hello,
  
  Received email that said my complaint was closed because I did not respond.  The last message from the business was that they needed more time to investigate so I did not know I needed to respond.
  
  Please accept this as my response so that business has more time to complete their investigation. 
  
  
  Thank you
  
  
  *******************************
  

  
  

  Business response

  03/08/2024

  Can the customer please provide the outcome of the repair shops diagnosis of the additional issues with the vehicle?

  Thank you. 

  Customer response

  03/08/2024

   
  Complaint: 20960078
  
  I am rejecting this response because:

   

  Vehicle is at **** Motors broke down and has been for several weeks.  It is waiting for repairs.  Contact person at **** is ******* in service.  His number is **************
  
  Sincerely,
  
  *******************************

  Business response

  03/22/2024

  We cannot request the customer's information for privacy reasons. Can the customer please provide the outcome of the repair shops diagnosis of the additional issues with the vehicle?

  Thank you. 

  Customer response

  03/27/2024

   
  Complaint: 20960078
  
  I am rejecting this response because:

   

  The vehicle needs an egr pipe.  I believe the cost to repair is $1150.00.  The vehicle is at the shop and waiting for repairs.
  
  Sincerely,
  
  *******************************

  Business response

  04/17/2024

  Thank you for providing that information. The management team is currently reviewing this information and will be reaching out to the customer shortly. 

  Thank you.

  Customer response

  04/25/2024

  There was nothing to respond to. The business said they would be updating me soon.  This complaint should accordingly remain open until the business has concluded its investigation.

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a brand new Dodge Hornet **** on November, 8, 2023. I paid $10000 for downpayment and financed rest. I drove back home with the car, and it was fine till then. The next night, I pulled out that car from my garage and drove down I5 to meet a friend. While driving, the car stopped working. Gas pedal won't work even in gear. I tried to work out the problem with sales associate who sold me the car. The car was taken into service center the next day November, 10th. Waited over the weekends and today on November 13th, called in to get service status and eta. Nobody answered phone in service center and dealer did not answer the phone and texted me that he is off till Wednesday November 15th. It seemed like nobody want to help to resolve issue on my defective brand NEW car, so I would like to return the car and get a refund. I need help on procedure of returning car and need mediator if possible.

  Business response

  11/17/2023

  Thank you for bringing this concern to our attention. We apologize for any inconvenience. The customer's vehicle was prioritized and repaired as quickly as possible, and the customer picked up their vehicle from the service department on November 15th. 

  Thank you. 

  Customer response

  11/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  
  Sincerely,
  
  Chansik Park

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Brought my car in for repairs to a dodge dealership think I would get dodge parts. Found out they are dodge parts and they are aftermarket parts from oreilly. Those parts have now failed. And now I have learned that they arent dodge parts. I was charged double the price of the parts. Also being charged additional 1,200$ for the labor. They also are not offering to replace the parts with dodge parts.

  Business response

  07/20/2023

  Thank you for bringing this concern to our attention. The customer is now in contact with the Service Director. He is currently awaiting the vehicle's arrival to move forward with the diagnosis and repairs. 

  Thank you. 

  Customer response

  08/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory but I am still having communication and poor customer service from this place
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date: 3/13/2023 Amount of money I was quoted: $623 Amount of money I paid: $812.11 Business committed to provide the 50k maintenece package for my Jeep and to call me back about the purchase of a spare tire. They did not call me back about that. They did call me at 4:30 to come pick up the car. They did a whole lot more work than was asked for and initially quoted. When I tried to dispute it, they insisted that it was necessary work. It wasn't initially quoted. They didn't call me to "ok" it. I still don't have a spare tire. Also their phone tree is broken so it's next to impossible to get ahold of anyone. Invoice #******

  Business response

  03/22/2023

  Thank you for bringing this concern to our attention.

  We will reach out to the customer directly to address their concerns.

  Thank you

• Initial Complaint

  02/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I traded in my 2013 ***** Accord to Chrysler Dodge in Bellevue ** on October 7th 2022 and bought a 2019 ***** Civic. They claimed they sent the payoff for the ***** Accord on October 11th 2022. However, they sent it to ************* in ****** ** instead of the loan holder of the vehicle which was ********************** They said someone messed up and googled an address to the wrong financial institution. I was responsible for the November payment even though the Accord was no longer in my possession. After multiple calls, they finally updated the payoff address and the loan wasn't paid off until end of December 2022, leaving the account in default which resulted in a HUGE credit derogatory remark to me. In ******** dealerships are required to pay off loans within 2 business days to avoid this happening.

  Business response

  02/16/2023

  Thank you for bringing this concern to our attention. 

  We are aware of this issue. The incorrect address was listed on the payoff. We were made aware when the customer brought it to our attention. As soon as it was brought to us, Our Finance MAnager updated the payoff amount and re-issued the check.

  We apologize for any inconvenience this may have cause the customer.

  Thank you

• Initial Complaint

  12/01/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  11/12/22 bought 2012 ****** leaf Traded in 2014 ******** *** traded worth more than car purchased They owe me ******* Have not seen payment

  Business response

  12/02/2022

  Thank you for bringing this concern to our attention.

  We have communicated with the customer and will be issuing him a refund. 

  We will confirm with the customer on method of delivery.

  thank you.

• Initial Complaint

  11/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was to be repaired under warranty. According to the dealership, they were unaware of my warranty even though it had been confirmed. The vehicle repair took 8 months and the check engine light returned within 48 hours. My warranty expired while in their custody and they refuse to honor it. The repair according to them, took 8 months because a lack of staff or certified technicians which is why my warranty expired before the work was to be done. In total for this issue, I have paid $4,461.53 and still have a vehicle in need of repair. This dollar amount does not include damages to the vehicle (rusted exterior, delaminating trim from heat/sun exposure, coolant fumes and exhaust now present in cabin when idling) as well as compensation for the ****** extended duration of this repair. I have all supporting documents and correspondence in hand. Attached is a text document to substantiate my claims in a condensed version without personal information as to meet the 5MB attachment cap for this complaint. There is far too much evidence to attach for this 8-month ordeal. I have also met with other customers who have had similar if not worse experiences.

  Business response

  11/23/2022

  Thank you for bringing this concern to our attention. The case is still under review. We will provide a response within ***** business hours.  

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