ComplaintsforEwald Chrysler Jeep Dodge Ram Oconomowoc

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 2-6-2024 my jeep was removed from another dealership to go to Ewald as the other dealer would not complete the repairs. Ewald said they would take a look at the work done and get make to me. For 2 months my jeep sat in their lot not moved at all. Every time I called, or my husband went to the dealership to see what was going on I was always hung up on and my husband was told they had not gotten to it yet. My husband began to stop at the dealer at least once a week on different days and was ALWAYS told the tech was on vacation or out. I had to rent vehicles and borrow a family members cars because my jeep was not being taken care of. When my husband went on 4-1-2024 he asked again if anyone had looked at my jeep and the service person told him no, my husband asked for my keys and said we will not be leaving my jeep there as no one wants to look at it, the service person said "sorry, man". I then had to get a loaner vehicle. I would like Ewald to reimburse me for the loaner ($180.00) that I had to get while they did not even look at my vehicle. I also had taken my jeep to them last year to get help resetting the radio and was told they were not going to touch it because it had aftermarket wiring. VERY unprofessional.

  Business response

  05/24/2024

  We are very sorry to read of the circumstances surrounding your vehicle needs.  A refund in the requested amount will be issued.  

  Customer response

  05/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  12/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Monday, 12/12/2022, I went to Ewald Jeep Ram dealership in Oconomowoc to get a wiper motor fixed. I put in the appointment notes to request a wiper motor be installed, please make sure you have one on hand and I would be waiting for my vehicle. I pull into the service bay and got our. Said who I was and what I was there for and the guy says to me you will be waiting for your car? I said yes, guy comes out, who I later learned was the Service Manager, and says I dont recommend that, for a wiper motor we have to go into the steering column and it can take a while. So I said please make sure my assessment is correct. I go to the waiting room, service guy comes back and says we are doing diagnostics and it looks like there is a loss in communication from the switch to the motor? I said what does that mean? I could tell the service consultant, ******, didnt know what he is talking about, which was frustrating. I said can you figure out why because I dont understand what you are saying. He said he would get more information. I can see my truck, hood is up but it wasnt in a service bay. Then he comes back and says it is the motor and they dont have a motor in stock. I asked then what about the communication situation you just told me? Are you sure it is the motor now?I said I asked you to have one ordered so it was here. They didnt see that in the notes. I asked so now what? He says he can source one. He comes back tells me he has one in ******* and can get it up here by tomorrow. I said I need my truck. Then told him I dont need an OEM part, aftermarket is fine can you find something local. He says ok he will look. We are right next door to NAPA auto parts, Autozone and OReiley auto parts. All within 5 minutes of their shop. He comes back and doesnt really have an update. I said I found a part, he tells me it is going to take an hour to get here and Autozone isnt an approved vendor of theirs. I said it is right up the street? Can your parts driver go get it so we can get this fixed. No, hes busy. I said how about the shuttle driver u offered me, can he go get it? Hes out and not sure when he will be back. I said can you go get it? I have been sitting at the dealership since 1:30pm. Asked again, what are my options? Again I can leave it there and they can get the part tomorrow and fix it. I said I need my truck. We are 2 hours into this now. He then tells me even if they could get the part his technicians are going home and wont have time to fix it. ****** goes back out to the shop and the service manager comes in. Service manager goes through the same story with me and I said can you put my truck back together, I will take it home, you find the part and when you have it, I will come back then. Service manager says they have it all apart and it would be hard to get it back together. I said it is only a few clipsso I said what is the estimate to get this fixed. He told me he would have ****** put one together. I was then informed I would have to pay $175 for the diagnostics! I said no one told me that. After waiting, I go back to the desk in the shop. ****** said he was just finishing up. The estimate was over $1100. He said it was for parts and labor. I told the guy put my truck back together, Ill pay the diagnostic cost and we will figure it out ourselves. My truck is back together in less than 3 minutes. ****** gives me the quote. I paid over $153. I left at 3:50. I found a motor and husband installed it today, 12/17/2022. He had pulled the relay switch when he was looking at it the prior weekend and it was in the cup holder in the truck. After installing, husband comes in to tell me they couldnt have done any diagnostics and determined a cause with the relay switch in the cup holder! They didnt provide any printouts to me of the diagnostics. They fraudulently charged me for diagnostics that were never done. This is dishonest. Clearly taking advantage of me b/c I am a woman. I want a refund.

  Business response

  12/26/2022

  In reviewing the customer's claim, and speaking with the Service Manager, *****************, at Ewald Chrysler Jeep Dodge RAM of Oconomowoc.  It is apparent that a lack of communication that existed leading up to this customer's dissatisfaction.  Therefore, for customer satisfaction purposes the monies paid during this visit totaling $173.20 will be refunded in full.  

  Customer response

  12/26/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *******************
  

*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. ↩