ComplaintsforDick Hannah Jeep

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my vehicle in for an oil change, a software update (recall related) and check engine light diagnosis on May 8th. Told that I would be able to pick up my car later that day. No update later that day. Was told late day on Thursday May 9th that the issue would be resolved in a week and that I should get a loaner for a week. Picked up a loaner on May 9th. Returned the loaner a day early (on 5/16) due to a business trip. Was told the car would be ready on 5/18, or 5/21 at the latest when the technician returned to work. No update on Tuesday 5/21. Told that a part was on its way for the 1st time on 5/22 and that it would be ready by Friday 5/24 and that I would receive a call. No Update on Friday 5/24 or Monday 5/27. I reach back out on Tuesday 5/28 - I was told it would be ready on Friday 5/31. No update on Friday 5/31. I leave messages on 5/31 and 6/1 after a receptionist said the issue would be resolved promptly. I call again on 6/3 - leave a message. Call again on 6/3 and am able to speak with an employee (one who I have not worked with) who lets me know that work has not even begun on the car. He says I will receive a call from my Service Manager on 6/4 regarding another loaner and more of an update - no call on 6/4. Text my Service Manager again on 6/5 - no response yet. I have not driven my car in a month. I am working with a representative from Jeep Wave, as well, but others should be aware.

  Business response

  06/14/2024

  BBB Northwest 
  **********************************;
  *****, ID ***** 
  
  RE: ***********************;
  Date: 06/14/2024 
  Complaint ID: ******** 
  
  To Whom It May ************************ are writing in response to the complaint filed by *************************** against D*** Hannah Chrysler Jeep Dodge and Ram on 06/05/2024. We take customer feedback seriously and appreciate the opportunity to address any concerns raised by consumers. 
  
  Upon receipt of the complaint, we immediately initiated an internal investigation to better understand the issue at hand. After a thorough review, we acknowledge the concerns raised by the consumer and deeply regret any inconvenience experienced as a result. 
  
  We have taken the following steps to address the complaint: 
  
  1. We expedited ************************** repairs, located and were able to receive the only part in the country to repair his vehicle, paid for the special handling and freight and provided him with a loaner vehicle to mitigate his inconvenience. Additionally, we have contacted the manufacturer on his behalf to seek compensation for the period his vehicle was out of service. We were successful in advocating for ********************** with the manufacturer and persuaded them to make a vehicle payment for their lack of part availability to properly repair his vehicle. ************************ vehicle is completed and repaired at this time. 
  
  2. We have implemented new training and a new check list for our employees to ensure they consistently adhere to our communication standards. 
  
  We have since communicated with **********************, and he is satisfied with our resolution. As such, it is our understanding that both parties now consider this matter to be resolved. 
  
  We are committed to upholding the highest standards of customer service and satisfaction at D*** ********************************************* Jeep ********************** and Ram and appreciate the opportunity to resolve matters in a timely and appropriate manner.  
  
  Please do not hesitate to contact us if you require any further information or clarification regarding this matter. We are available to address any additional concerns you may have. 
  
  Sincerely, 
  
  ****************;
  Parts and Service Director 
  Dick Hannah Chrysler Jeep Dodge 
  ************************************ 

• Initial Complaint

  12/05/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  1. Bait and switch:I made an appointment for a test drive and I was never told at that time that I was required to fill out any credit application or provide financial information prior as a stipulation for the test drive.2. Unauthorized credit inquiries and selling my personal information, financial information, and SSN to other financial institutions:On Dec 4th 2023, I drove to Dick Hannah jeep in ********* ** for a test drive of a vehicle i was looking to possibly purchase. I was told by a sales employee that they can't sell a car to me without an credit application completed. I went for a test drive, not to necessarily purchase a vehicle yet. The salesman never told me that they would run my credit which gave me a hard inquiry on my credit report. After I went through the initial hard inquiry, I rescinded the application and told them not to send it to anyone else, the manager agreed and sent it anyway. They then proceeded to send it to two other lending companies of theirs without my knowledge and 2 additional hard inquiries were then added to my credit report Dec. 4th 2023. The two financial companies ********************, and ALLY FINANCIAL, were sent my financial information without my knowledge or consent. I then left for the day, without test driving a vehicle. The following day (December 5th 2023) I noticed 2 additional hard inquiries on my credit report put in on December 4th 2023, the day I went to the dealership. On December 5th 2023 I proceeded to call both financial companies to file a dispute about each inquiry they put in. I filed both disputes with each financial company and then moved to call Dick Hannah Jeep contacting them to ask them to remove the inquiries and rescind the application and they refused.

  Business response

  12/14/2023

  Resolutions Coordinator
  ************************************
  
  
  RE:  Complaint ID ********
  ***********************
  
  To Whom It May ********************* you for the opportunity to respond to the complaint filed with your office by ************************  We have investigated his concerns and found that:
  
  We received authorization to pull ************** credit as a part of the car buying process, which is considered a permissible purpose.  Further, we ensure our digital tool that is used to submit credit includes all the proper disclaimers to eliminate any surprises to the consumer.  The client digitally approved his credit to be pulled on our kiosk,[JH1] [SL2] [JH3]  prior to the credit being submitted.
  
  The following disclaimer is to be read and approved, on the kiosk, by the client before the process can proceed
  
  By clicking "Submit," you submit and certify that all of the statements in this application are true and made for the purpose of obtaining credit. You authorize us to begin a credit investigation,including obtaining your consumer credit report, and to forward your application to lenders, financial institutions, or other third parties in order to process your application. We the Auto Dealer, may obtain information about you as described in this notice, which we handle as stated in this privacy policy notice. This does not apply to information obtained in a non-financial transaction.
  
  We collect nonpublic personal information about you from the following sources: information we receive from you on applications or other forms in connection with a financial transaction, information about your transactions with us, our affiliates, or others, and information we receive from a consumer reporting agency.
  
  We do not sell customer or consumer information to any third party. We may disclose the information we collect, as described above, to our affiliates, to other financial institutions with whom we have joint marketing agreements, or to companies that perform services or functions on our behalf. These companies may include financial service providers and non-financial companies such as computer and data processing companies, and marketing and aftermarket service providers. These companies will be contractually obligated to keep the information we provide them confidential and to use the information only to provide the services requested of them. We observe limits and restrictions set by law as to sharing of information with our affiliates or others.
  
  We restrict access to nonpublic personal information about you to those employees who need to know that information to provide products or services to you. We maintain physical, electronic, and procedural safeguards that comply with federal regulations to guard your nonpublic personal information.
  
                  Once the client clicks submit, as ************ did, the request for credit is then submitted.
  
  Regarding ************** request to destroy any documents, we cannot shred or destroy any/all documents per our document retention policy.  However, we can assure you that ************** personal information is safeguarded per the policy cited above.
  
  I am confident that we have taken the necessary steps to ensure we do not have repeat complaints that are similar in nature to this one. 
  
  Please let me know if there are any questions that we can answer, and we will be happy to assist.
  
  Sincerely,
  
  
  
  ***********************
  General Manager
  Dick Hannah Chrysler Dodge ********
  *******************************************************************************
  
  
  is it true that the customer did this  and not the salesperson? [JH1]
  Yes, I confirmed with the closer that the client 100%submitted everything on the kiosk...himself. [SL2]
  awesome - thanks [JH3]

  Customer response

  12/14/2023

   
  Complaint: 20963412
  
  I am rejecting this response because: 1, there is no say for them keeping my information so they can delete it from their systems then. And 2, you did not once bring up the fact of bait and switch that happened to me. I called to set up a meet to come in and drive a vehicle but then I was told by the salesman when I came after looking at the vehicles that it is best to get a loan and make sure I am eligible to even buy a vehicle before taking one for a test drive because and I quote " why would you waste fuel when you don't even know if you can buy the car" end quote. He then proceeded to bring me into the building to fill out paperwork that I didn't come to fill out, and he never explained from his lips that the credit application would be making a hard inquiry into my credit and ruining my credit by 62 points. He sat me at a table and had me fill out information without a single ounce of information given from the salesman himself on what I was filling out and how it would affect me in any way.

   

  so 1 bait and switch not addressed

  2, the salesman game no information himself on what was happening and what would happen, just told me to fill out the information and left to go do who knows what while i filled ot out. So its on him for not telling me anything prior.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have taken my 2023 Jeep Rubicon 4xe in twice for repairs, the last time was Aug 1st , I was told by my service manager ***** of the issue a IDCM needed replaced and the part was on order and it would be ready midweek, I had family in town so I didn't a loaner, mid week came Aug 9th and I contacted ***** about my vehicle and told the part didn't come in, it would be here now Monday Aug 14th. I asked about a loaner , and was told they only give out loaners for safety issues, my vehicle was drivable and I could pick it up and drop it off two days later, This made no sense so I passed. Aug 14th came and went, I again contacted ***** on Aug 15th and was told the part again didn't come in but now it was due Friday August 18th and they Now they have a ************** I will be going over 3 weeks not being able to drive my new $70k vehicle, The communication with this service rep is terrible, I was there Aug 1st when the issue was found not once did tell me to take my car drivable until I asked for a loaner.

  Business response

  09/05/2023

  Customer Information:
  *************************
  ***********************************************************************
  Daytime Phone: **************
  E-mail: **********************
  
  Complaint ID# ********
  
  We appreciate the opportunity to respond to the complaint filed by ************************* with your office and we apologize for the lack of communication regarding Mr. ********** vehicle.  We ran a complete diagnosis on the electronic systems in this vehicle and determined it needed an electric charging module or (ECM). When we ordered the part, it had an estimated delivery date of 08/04/2023,three days after he dropped off his vehicle, and we informed ***********************   Unfortunately,there was a supply shortage with this part and the delivery date was incorrectly stated by the factory, so we consulted directly with the supplier regarding the delay and were able to secure one for **********************. We did not have a rental vehicle available at the time of Mr. ********** request but did inform him his vehicle was safe to drive if needed. As of now, his vehicle has been repaired and is charging normally.
  
  Sincerely,
  ***************
  Part /Service Director
  Dick Hannah ***********************
  ************
  ************************************
  
  
  
  

• Initial Complaint

  06/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Approximately 18 months ago I purchased a 2017 Dodge Ram **** from D*** Hannah Ram. I was told it was a certified pre owned truck and was shown an inspection. I was also sold an extended warranty for the truck. When it came to negotiations on the price of thr truck the fact that it was certified pre-owned played a huge part as this is the most expensive purchase of a vehicle we have ever made. My father was with me for negotiations. If I had been informed that it was not certified and inspected I would have taken to a shop to be inspected before purchasing. I recently had a check engine light come on and it was relayed to me by Dick Hannah Jeep ***************** that it had 9 codes, 5 for thr turbocharger and 4 that had been previously bypassed. The truck was inspected and they informed me of what was needed. I agreed to leave the truck to get warranty work done. 4 days later it was finally approved and only after multiple attempts to get come communication on the progress. The next day I was informed that I needed to come in and sign papers exchanging my warranty because the turbocharger was not covered as someone from D*** Hannah Ram sold me a certified pre-owned truck that was actually not a certified pre-owned. I did not agree as see this as I was lied and deceived to. They have had my truck nearly 2 weeks and still can't get any communication as to when it may be ready and even after informing them we had a vacation planned where we needed our truck to tow our trailer for a vacation. They keep promising to call me back and never do. I was sold a truck that I was told was reliable and now I have things going wrong well before it should have and I would have had inspected and used for negotiations.

  Business response

  07/14/2023

  Please see attached here.
   
  Regards,
   
   
  
  ******** Hannah
  

  
  

  Customer response

  07/25/2023

   
  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,
  
  ***********************

• Initial Complaint

  04/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a new vehicle From D*** Hannah December 2022 and it went out of service x ******************* March 2023. I had communication with **** in the service department of Dick Hannah Jeep off and on over the next month. They were unable to repair my vehicle and it remains in their service department. After my car had been in the shop for 30 days I went in person towards the end of April 2023 to the dealership and then the service department as instructed by the manufacturer to let them know my car had been out of service x 30 days despite several attempts to repair it and I was seeking repurchase or replacement of the vehicle per RCW 19.118.041. I asked, per RCW 19.118.031 (4), for "a copy of any report or computer reading compiled by the manufacturer's field or zone representative regarding inspection, diagnosis, or test-drive of the consumer's new motor vehicle". I was denied any such paperwork by Dick Hannah Jeep ************ Manager *********************** *************, located at ****************************************************************** on 4/22/2023. As I understand it, this is in violation of the law.Since D*** Hannah declines to refund or replace my vehicle, I will need to work with the manufacturer next. I need this diagnostic and testing documentation so I may work with the manufacturer or possibly the attorney general to get repurchase or replacement of my vehicle as afforded by law.

  Business response

  05/04/2023

  Complaint # ********
  May 4, 2023
  Customer Information:
  *****************
  ***************************************************************
  Daytime Phone: **************
  E-mail: ****************************
  
  Thank you for the opportunity to respond to the complaint filed by ***************** to your office.
  After having driven her vehicle extensively to ensure the repair was complete, ************** picked up her vehicle on 5/2/23.
  ************** does have a current care case open regarding her vehicle with the Stellantis C.A.I.R. center.  We are happy to assist in any way we can.
  We are truly sorry about the issues that *** is experiencing with her vehicle, and we have involved Stellantis Engineering to help resolve the problem. This is a standard procedure that Stellantis requires of its dealers when they have nonstandard repair issues or symptoms with the vehicles they produce.
  
  Regarding the *** as it pertains to the **************** lemon law, this is a settlement process that involves the manufacturer and the consumer which is arbitrated by a third party and does not involve the selling dealer. As the *** states, the consumer needs to inform Stellantis of their intentions of buy back or repurchase at which time Stellantis will involve Stericycle or another arbitrator. Any documentation that Field Engineers have or report back to Stellantis is the sole property of Stellantis and the dealership is not privy to this information. Star cases and Field Engineers report to Stellantis exclusively. We are sorry that we do not have the ability to see these reports or provide this to the customer. In most cases the third-party arbitrator requests this information as part of their process.
  
  Sincerely,
  ***************
  Part /Service Director
  Dick Hannah Chrysler Jeep Dodge Ram
  ************
  ************************************

  Customer response

  05/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory to me. It is clear in D*** Hannah's response that they take no responsibility and do not name themselves or even Chrysler in the complaint response. STELLANTIS is a in-between company with no BBB accreditation and has multiple complaints and lawsuits. Stellantis basically is the fall guy while D*** Hannah and Chrysler don't have to muddy their name in customer complaints. I wish I'd known I was buying a vehicle from them, not D*** Hannah or Chrysler! I would have never done business with them!

  Also, I have a hard time believe that D*** Hannah ****************** doesn't have any testing or diagnostics as they were the ones sending the information to the engineers at Chrysler. and, Stellantis has yet to provide any testing and diagnostics information to me. I will continue to work with them.

  I think any complaints against Stellantis should be added to Chrysler and the dealership's rating records. For transparency to poor unsuspecting customers who don't know who they are truly going to have to deal with once they purchase their vehicle.

  Sincerely,
  
  *****************

• Initial Complaint

  02/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Shortly after I purchased my 2021 Ram2500 in 2021 I noticed that my tailgate opens on its own and it's hard to closed. I took it in June 2021 to have it looked at. When I picked the vehicle and aske the Service advisor *********************** if what they found on my truck, she said let me ask my tech. Come to find out they forget to address my issue and suggested to just replaced the actuator to make me feel better. After they did the repair, the issue is still present. I asked for advice but flat out told me that's the best it can get. I left the dealership feeling neglected and dismissed. I have just been dealing with it and bought a bed basket to avoid anything to fall off. Fast forward last month Jan 2023 I received an email from RAM that there's a recall for my ongoing issue of my tailgate opening on its own. I brought my truck in to have it looked at on Jan 23, 2023, and addressed the same issue I've been having since I bought the truck. They called me on January 8, and they said they got it as close as possible. When I picked it up my service advisor failed to close my tailgate 3 times before he finally slammed it hard to close. I told them I will not drive it home knowing it's not fixed. I got a call the next day from my advisor saying they have a solution to my problem, but it will involve removing my factory tailgate bumper stop to fix it. I told them NO and I can't believe that's how a factory dealership offer to fix a warranty work. I insisted to have it looked at by a RAM engineer, but they said they need to cut some of my bedliner to see if that's what's causing the problem even though I told them the bedliner was not there the first time I brought it in 2021. I agree to have it cut to work with them. Today Feb 10, ten days after I brought it in my truck for a recall and ongoing issue, they still don't have a solution. They said they will call me on Monday. When I asked to speak with the Service manager, I was advised that she's on vacation the same reason they told me back in 2021 when I asked to speak with the manager. Just my luck I guess that the manager isn't able each time I asked. Definitely, not the kind of service experience I was expecting for $80K truck. No ownership or accountability from the service department.

  Business response

  02/13/2023

  Better Business Bureau
  12639 *************, Ste 200
  *****, ** *****
  RE: Complaint ** ********
  
  February 13, 2023
  
  To Whom It May ********************* you for the opportunity to respond to the complaint filed with your office by **********************************
  This customer was shopping online from outside of the country and obtained an e-price on an in-stock unit, base package Outback, on February 1st,2023 via our online commerce site. They stated they are out of the country for 3 months at a time and would like to do a deal remotely. They did provide a secure online credit application for themselves; a Washington Drivers license accompanied with insurance information all inside our e-commerce platform.******** credit report was never pulled. The name on his roadster inquiry is Coque Astur and the information on the license and credit application,*********************************, did not match. Additionally, they asked our sales representative about paying for the car with a credit card. We do not accept credit cards as a method of payment for vehicles, as payment in full, or as down payment when financing.
  It is necessary for all parties on a vehicle purchase contract to be present to sign documents in person as they need to be notarized by our finance manager. They asked that we deliver the car to their wife who would then sign documents at their house, however we did not have any of her information to even begin that process at the time of their inquiry. We relayed this with them explaining required information was missing in order to continue the transaction.
  In the meantime, the vehicle ******* was interested in was sold and delivered on February 1st, 2023 to a customer who inquired about this specific vehicle on January 31st, 2023 and had set an appointment for February 1st, 2023.  It may have appeared or felt from the customers standpoint that we were not trying to help them, but in reality, there were substantial difficulties in completing this remotely initiated transaction with the limited and inconsistent information provided by the customer. Once the mountain of difficulties was cleared, the mismatched names, payment/down payment, and signing/delivery issues, the car had been sold to another customer.
  Between *********************** and *********************, our sales professionals,this customer was communicated with and treated with respect during and after business hours. There was no indication of any kind of discrimination towards ******* and/or his wife. The allegation of discrimination is very troubling, as a team we are a diverse group representing multiple ethnic and religious backgrounds. In the end, early in the day on February 2nd, we communicated the fact that the one car in this specific model and package we had in inventory had sold on February 1st. It was mutually agreed upon that the base package Outback we have in production for them would be reserved with an estimated time of arrival in the month of March. Until this complaint we believed that we had handled this situation to the best of our ability with all customers involved.There was no indication that this customer was upset with this outcome. We remain committed to the satisfaction of our customers and will continue to do so any way that we are able to in the future.
  Sincerely,
  
  *********************
  General Sales Manager
  Dick Hannah ******

• Initial Complaint

  03/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  February 4th 2022 I received a call from the service department that my truck was ready for pickup. My Black 2021 Dodge Ram was in their care for a few weeks for repairs from my stolen claim. After paying my deductible service department walked me out to my vehicle,photos attached. There was damaged to the left side of my truck which damage was done while in their care by one of their employees as seen in the photos whoever was driving the truck hit something scrapes on the new tire that jeep replaced.Also damage to the driver side Rear left back end I provided photos to Jeep showing them this damage was not there prior stamped time and dated.I tried to contact someone to have the issue resolved as no one returned calls or gotten back to me within a month and a half and yet still I have tried to resolve the issue.I have not received replies back to text messages or voicemails I have left. We are now into 2 months later. Also I am very concerned of their service department and the work they did provide on my vehicle on My theft claim, My truck is not riding smooth and they did other damage to the back bed /liner with the spare tire they took off the front and just throw in to the back bed of the truck.

  Business response

  04/08/2022

  Complaint #********
  
  Customer Information:
  *********************************
  3005 ************
  *********, ** 98662
  Daytime Phone: **************
  E-mail: *********************
  
  
  Thank you for the opportunity to respond to the complaint filed by ********************************* to your office.
  
  We have spoken with ****************** many times regarding this matter and are in the process of aquiring parts for her repair.There are a couple of parts that remain on back order and we are doing everything that is in our power to obtain these.
  
  Although our cameras do not show the damage to the side of her vehicle happening here, we have agreed to not only repair the damage to the left side of her vehicle but to also pay the one thousand dollar deductible so she can have the damage from her previous accident repaired at the same time. We will be providing a vehicle for her to drive during this process at no charge to her and will address any other tire/bed liner issues at that time.
  
  We are truly sorry for any inconvenience that this may have caused. We remain committed to the satisfaction of our customers.
  
  Sincerely,
  ***************
  Part / Service Director
  Dick Hannah Chrysler ********** Ram
  ************
  ************************************
  
  
  

• Initial Complaint

  02/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 3rd, I visited the Dick Hannah Jeep dealership in ********* **. I was contacted by the dealership to have my jeep appraised as they were interested in buying back my jeep for their inventory. I arrived at the dealership and was checked into my appointment by a gentleman named *****. He advised he was going to inspect my vehicle in preparation for their contracted buyer to give appraisal. He collected the keys to my car and returned 10 minutes later. He requested information not necessary for the appraisal; remaining balance on vehicle, current payment and interest rate. I did not give full details as I believed it was not necessary. ***** got up, left and their contracted buyer came out to collect the keys to my vehicle for a test drive. When the buyer returned, he advised of the appraisal amount which I declined. He then handed me the registration to my car. I asked "where did you get this?" and his response was "Sales..." and pointed to *****. I asked ***** "how did you get this" and he said he needed it to "get the *** to my vehicle for the appraisal". Please keep in mind I was not present or with ***** while he went to inspect my vehicle outside. The Registration to my vehicle was in my glove box secured in a discrete location. This means ***** went into my gloves box and snooped around my documents and took it out without my authority/knowledge. This is a violation of privacy. In addition, the *** is on the side of the car door.I was later contacted by him to thank me for coming in in which I provided the following feedback: "I wanted to provide feedback: it was not appropriate to go into my glove box and dig around for the registration to my vehicle especially since I was not present. This should be requested for the client to provide in the event certain information is necessary for the appraisal; not something the sales person takes liberty in obtaining on their own." ******* response was "I do apologize and thank you for the feedback."

  Business response

  02/11/2022

  Better Business Bureau
  12639 ******************************************************************
  RE:  ***************************
  
  To Whom It May ***************** you for the opportunity to respond to the complaint filed with your office by ***************************.
  We wish to express our deepest apologies to ******************** as we never want any customer to feel uncomfortable when doing business with us.
  Our protocol is to always ask for permission to drive, check, and appraise the customers vehicle,and ask for the registration to establish legal ownership rights. We want to know who may have rights to the vehicle e.g., Lienholder, trust, lessor, leasee, or even registered owner. This is important information that is relevant to the appraisal.  Again, we apologize if this was not correctly handled in this case.
  If the vehicle is financed, we ask for the balance owed, as customers will on occasion owe more than the value of the vehicle, which needs to be taken into consideration when selling to us.
  As far as the transparency in our sales process and information needed, it appears as though additional training is required, and this will be reiterated with all involved staff. 
  We remain committed to the satisfaction of our customers and will assist ********************* any way that we are able to in the future.
  
  Sincerely,
  *********************
  General Sales Manager
  Dick Hannah Chrysler Jeep Dodge
  

• Initial Complaint

  11/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  September 2, 2021 Took Car in to service a problem. I have a life time protection so work must be preformed at a dealership. Parts ordered on 9-2-21 per my personal service person. Called several times. Parts were never in.Called for a date we might get the service and each time I called in a new date was given. Asked about getting a "second market" part and being able to use the Protection Plan. Referred to Chrysler and called. After discussion was referred to and a special department and given a case number. Three weeks have passed and the case worker has checked in but is going through the same process as I have been through. Now they are treating them the same way. That is no one is taking calls from my phone number. One day there was absolutely no one in any department there and no one returned the calls. It is now November 3,2021. My personal service person is never in and won't call, service won't address this. I was told that the part was sent from Chrysler but that either was misunderstood by me or they don't have the part per discussion today with the case manager. The service here is the worst I have ever seen. They do not deserve the high rating they seem to have.

  Business response

  11/17/2021

  Customer Information:
  *********************
  ***********************************
  Daytime Phone: **************
  E-mail: ********************
  
  Complaint #********
  
  
  
  Thank you for the opportunity to respond to the complaint filed by ********************* to your office.
  I have spoken to ***** regarding her concerns about the availability of the required part to repair her vehicle. We have searched every Dealer in ***************** for this part and there are none available. We also have investigated aftermarket or used options with the same result.  We have contacted the manufacturer/vendor of this part and they are estimating a delivery of 12/1/21 at this time. ************** has my direct contact information so she may reach me at any time. We do understand the customers frustration with this delay this is completely out of our control and we are doing everything possible to expedite this for her. We have provided *************** with a rental vehicle at no cost to her while we are waiting for her part to arrive.
  
  We are truly sorry for any inconvenience that this may have caused. We remain committed to the satisfaction of our customers and will assist her any way that we are able to.
  
  Sincerely,
  ***************
  Parts / Service Director
  Dick Hannah Chrysler ********** Ram
  ************
  ************************************
  
  
  

• Initial Complaint

  09/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased this Jeep Grand Cherokee at this dealership. Literally after I drove it off the lot it started having some issues . The starter broke, I called dealership and they would not do anything about looking at it or nothing basically brushed me off. I took it to a mechanic and had replaced not once but twice because shortly after a new starter was put on it burned out also. I cannot afford to fix this vechicle I put $1000 I did not have into it and now it sits. I just want Dick Hannah to trade me out of it or take it back without any penalties to my credit. I had to pay an additional $700 to buy and old car so I could get back and forth to work

  Business response

  09/13/2021

  September 13, 2021
  
  
  Re:     ********* *******, complaint ID ********
  
  To Whom It May Concern,
  
  Thank you for the opportunity to respond to the complaint filed with your office by Mr. *******.
  
  We have contacted Mr. ******* and offered to resolve the ongoing issue with his vehicle in our serivce department.  Mr. ******* stated that he would be satisfied with this resolution and would have it towed in to us to have the repair completed when he is able.
  
  Sincerely,
  
  Sam C****
  General Sales Manager
  Dick Hannah Ram Truck Center
  
  
  
  

*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. ↩