Complaints

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 15 2024, I purchased a 2016 Jeep patriot. A few days after the purchase, car overheated. I tried to request the 30 day exchange per their policy, however no one assisted with that. Instead, told me it was just the air conditioning that needed to be replaced. I had to wait a few weeks for the part to come in. When they finally did replace the part, the 30 day window was up to follow through with exchange. When I got my car back, it overheated again the very next day. I bring it back to them, they confirmed it was a bad o2. They changed o2 sensor, I get my car back, and check engine light comes back on the next day. When I took it back, they tell me the o2 failed new out of the box and it is good to go now. I get my car back again, and the check engine light comes back on right away. Now they tell me the whole engine needs to be replaced. They replace the engine, I get my car back, and same thing, check engine light came back on right away. They tell me this time the replacement engine was bad and now they need to replace engine for a SECOND time. Second engine gets installed, the next day my check engine light is on and it reads o2 sensor failed. I brought it back for the 10th time and have no answers. I had a veriscan completed to check the engine light and it is reading the milage from the previous engine. I also took photos and the engine is exact as previous. I have paper work proving the milage and they said the second engine has 115k mikes. The scan read ******* miles which is the milage on first replacement. Bottom line is they told me they replaced engine a second time but that is not correct with what I have discovered myself. No one is giving me a resolution. I am getting a rental every time and coming right back in EVERY time I get my car back. I need a refund at this time since they will not resolve it.

  Business response

  10/08/2024

  Hi Patrisha,

  We received your correspondence to the BBB dated September 30, 2024, and want to assure you that we are committed to resolving your issues promptly. Our service department has been in contact with you throughout the entire process, and for your convenience a free rental will continue to be provided whenever your car is in our shop. Please know that all the work completed so far has been at no cost to you. We replaced the engine, but unfortunately, we are experiencing some issues with the replacement. We are actively communicating with the motor vendor to identify the problem and determine the best solution. We will continue to keep you updated throughout the process until everything is resolved. Additionally, we can assist you in exchanging the vehicle if that’s your preference, provided we can secure financing for a new loan. Should you have any more questions, please contact us at 920-547-2868. 

  Customer response

  10/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22358021, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I will not acceptance the resolution until everything is finalized. Currently the loan for my vehicle is being paid off by Crystler, however it has not been completed yet and I would like this case to remain open until finalized. 
  
  Regards,
  
  Patrisha Ryan

*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. ↩