ComplaintsforUrse Dodge Chrysler Jeep Ram

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  -Purchased a truck from Patriot Ram in Cumberland, Maryland ***** ******** ******* ******** ** *****) in early December (12/08/23). -Here is the Vehicle info 2018 RAM 2500 78,427 miles Sale Price: $39,775 -I traded my old truck (2016 Ram 1500) in on this as I was needing a larger truck to tow trailers and get ready to purchase a camper. -In early February (02/04/23) I was driving the truck back from my son’s friends party and the truck went into limp mode and threw error codes for improper gear ratios for 5th and 6th gears. -February 6th I called around locally (I am in Fairmont, WV) to different Ram dealers to check on availability for service to look into the issue. Urse Ram in Fairmont (14 ****** ****** ***** ***** ***** ** ****** had the soonest available tech to look at it, but that date was 02/24/23. I took the appointment and the truck sat in my driveway until the appointment date and I dropped it off at Urse’s shop. -I had to call the shop the next week to get an update. They said the transmission needed fixed and the truck was still under warranty. But, a warranty inspector wouldn’t be available until 03/07/23. At the time I wasn’t worried about anything and relieved it was covered under warranty. It was at this time I started to inquire about getting a loaner vehicle. Urse had told me at this time, all of their loaners were out and not available, but would let me know when one became available. Long story short. Urse has never reached out to me for updates, I always have to call to get updates. I still do not have my truck, ETAs keep getting pushed, I still do not have a loaner, and Urse is wanting to deduct the cost of repairs off of the value of my truck to take it in on trade when I was willing to buy a brand new truck.

  Business response

  05/22/2023

  We certainly can understand Mr. ******* frustration on not having available parts to perform the repairs on his truck.  We apologize for insufficient communication and will be sure to improve this with Mr. *******  It does appear that the team has been working to keep warranty coverage on his truck so he isn't paying for the repairs out of pocket.  Since the time we started the diagnosis we were informed that things would be covered under warranty, but due to parts not being available the warranty expired.  We had to argue to coverage for Mr. ******, which he didn't know.  Because the warranty coverage is associated with Mr. ****** as the owner on this vehicle we can't trade him without the repairs being done and processed for payment through MVP.  We have all felt the pain associated with supplier issues over the years since Covid started and this unfortunately is an example of how we all get impacted over small repair parts.  We are doing our very best to get parts, but because we are at the mercy of suppliers we can't accommodate Mr. ******* request.  We will continue to work to get the parts to conduct the repair.  

  Customer response

  05/23/2023

  Better Business Bureau:
  
  I have reviewed the response 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.
  
  I'm not sure how much longer we can use COVID as an excuse to cover issues. Lack of communication is certainly not a COVID issue. In terms of the warranty, it is not my fault the parts to fix the truck are taking so long to be delivered and the warranty expired. Speaking in logical terms, the truck has been at Urse's shop (Feb 24, 2023), was inspected by a warranty agent (3/7/23), and a solution was determined to fix the issue all before the warranty expired. So, I'm not sure why someone had to "argue" on my behalf to keep coverage.

  The lack of communication from Urse's side is not the only example of how this situation has been cumbersome for me. I've personally reached out to other Ram dealerships that said they had this part in stock (That is needed to finish fixing my truck) to see if they would be willing to sell that part just to get my truck back. Urse told me that there are hundreds of this part on back order according to their system. I was told mid-April, then early May, then mid to late May, then late May to early June... I have continued making payments on truck that is sitting at a shop, waiting for a single part, and have gotten very little feedback or support from that shop on this issue. I talked to the dealership last week about trying to get a value for my truck (For them to buy it), just so I can get a vehicle and have a means of transportation. They gave me the speech that they would have to then cover the cost of the repairs because then the warranty claim would be voided. I told them I would still like to see that offer and when it came back it was almost $10,000 under what suggested trade in value for my truck is (According to KBB and NADA). I asked the sales manager how much of that was the cost of repairs and I was told only $2,000. 

  My truck is in no way in rough shape or in a condition that warrants it be undercut from trade in value by $8,000... This is insulting and a statement by Urse that they 1) really don't want to mess with the truck and 2) don't value me as a customer. 

  
  Regards,
  
  Zachary ******

• Initial Complaint

  03/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  1/20/23 I bought a 2015 Kia Rio from Urse Honda in Whitehall. I signed “as is” papers for the car thinking they had been transparent about issues the car had because they wouldn’t let me take the car to another mechanics to have it checked. 2/20/23 (four week later) my motor starts making a knocking noise so I take it to a mechanic and they inform me that there is not oil in my oil pan and my motor is probably shot. 2/20/23 I take the car back to the dealership and explain what the mechanic had found. Urse then proceeds to do their own inspection on the car and says there is no oil leak and they have no idea where the oil went, keep in mind I have documentation of them saying they changed my oil and filter on 1/20/23. They then inform me that before they can take responsibility or action I need to have a diagnostic test done on the Kia by a Kia dealership to prove that there is something wrong with the motor. 1/28/23 at the earliest possible appointment, I take my car to the Kia dealership and they tell me that I need a new motor and that it’s because there was no oil in the oil pan. 1/28/23 I call Urse after receiving news of the diagnostic test and they said because I bought the car as is they aren’t going to do anything. I then go to Urse in person and have a very unprofessional and rude conversation with the general manager there which leaves me walking out in tears. Urse calls me later that day and tells me they spoke to the owner of the dealership and he wants to pick up the car and have their mechanics look at it again, I allow them to do that. 1/2/23 I call Urse for an update and they inform me that I do need a new motor, which I already knew, and they quoted me prices for replacing my motor. They proceed to remind me that they are going to take any responsibility and that because I bought it as is I am at fault for the issue. 1/2/23 I file complaint to the better business bureau.

  Business response

  03/13/2023

  I appreciate the opportunity to respond to Ms. ******* concern. The vehicle was purchased as an “As Is” vehicle on 1-20-2023.

  • 2-28-2023 - Customer came to the dealership, stating that she took her vehicle to the Kia dealership where they confirmed the vehicle needed a new engine. Chad ****** stated that there was nothing we could do for her being that the vehicle was AS IS. The customer got upset and left. The Customer sent us the diagnosis from Kia stating the vehicle had no oil in it. I informed the customer that we wanted to check the vehicle over just to confirm whether or not that was true and to simply give her a second opinion. We had the vehicle towed from Kia to us to get the vehicle in our shop.

  • 3-2-2023 I called the customer to confirm that our service department found where the oil in the vehicle was going and that it was being spewed out of the tail pipe along with the knocking of the engine. I informed the customer that it indeed needed an engine and went over pricing with the customer. She asked if we were going to help, and I informed her again no that it was an As is vehicle and we could not. That evening we started getting all of the social media negative posting.

  • 3-3-2023 - Internal discussions occurred and it was decided that we would replace the engine in her vehicle at Kia. I also told her that the repair would be a one-time good will and that the vehicle purchase would remain as an As Is vehicle. She has also signed stating that she understands that information. Customer is happy.

  • 3-21-2023 is the scheduled repair date with Kia and we currently have the vehicle in our possession.  

  At this point we are waiting on the engine and will get it replaced as soon as possible. Any questions please feel free to contact me ************ ** **********************  

  Regards,

  Matt Urse  

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