Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November **, 2024, I brought my *** **** ** ******* ***** for a CV boot and axle replacement. During the service, the dealership advised that the rotors were rusted and corroded and needed to be replaced. Despite not replacing the brake pads, I was persuaded to replace the rotors. I now believe the service team leveraged my lack of mechanical knowledge to upsell me on unnecessary repairs.After the work was completed, it became evident that the caliper had not been reinstalled properly. This negligence resulted in my vehicles tires locking up while driving, creating an extremely dangerous situation for my family. Fortunately, we avoided an accident, but this incident caused significant distress and could have had catastrophic consequences.I immediately contacted the dealership to address the issue. They acknowledged the mistake and fixed the caliper. However, considering the danger and inconvenience caused, I requested a full refund for the work performed on November **, 2024, as I believe it was not worth the expense or time wasted. Despite my concerns, the dealership has refused to issue a refund, citing a no refunds policy.Resolution Requested:1.A full refund for the service charges incurred on November **, ******.A formal acknowledgment and apology for the unsafe and substandard work performed.3.Assurance that corrective measures are being implemented to prevent similar incidents in the future.This situation is not just about poor serviceit is a matter of safety. The negligence in repairing my vehicle could have led to a severe accident, endangering my family and others on the road. I expect this matter to be resolved promptly and appropriately.

  Customer Answer

  Date: 22/01/2025

  Hello, 

  The company has not reached out to me at all regarding the complaint. 
  

  Thanks, 

  ****** 

  

  Business Response

  Date: 24/01/2025

  Vehicle came in for a brake inspection and replace outer cv joint boot kit. We replaced the axle shaft as requested and replaced for rotors for being corroded and ridged. 

  Customer took vehicle and one of the calipers fell off while driving. We towed the vehicle in and performed the necessary repairs. Performed a complete detail on the vehicle. When the customer picked up the vehicle, he asked us to reimburse him for the labor on the brake job. Our service manager offered an in-store credit for this amount and a free oil change which he accepted. The next day ****** called and said she wasn't happy with that and wanted the entire invoice refunded. 

  I will refund the customer the cost of the replacement of the * rotors $******** plus the *** of $***** for a total of $********

  Customer Answer

  Date: 25/01/2025

   
  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

  Date:13/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Vehicle went in for a recall, while in the shop I asked them to change the oil. Received phone call from the dealer saying they could not get the oil cap off and it would cost $**** dollars to replace the parts. Told them no and asked how it was possible as I usually change my own oil. Picked up the vehicle and they gave me a quote to come back and fix the so called problem issue with the oil cap. Brought the vehicle home, had my son record me taking the cap off, literally took me ** seconds. Dealership needs to make this right.somehow. They almost got me to pay the **** dollars to get it fixed when it didnt need to be fixed Ended up paying for the oil change minus the filter. The issue is, how many people would have just said fix it and get hosed with the cost of **** bucks when nothing needed to be fixed.

  

  Business Response

  Date: 03/07/2024

  Hi *****
       Thank you for the email. I think there was some miscommunication on our part.
       We were just informing you that because your oil cap was tight it could cause a problem. In the past we have seen the plastic crack when removing the cap and when that happens we have to replace the housing. I have had this conversation the other way when my tech thought he would be ok removing the cap and it did crack the housing. That is a much worse conversation.
       We weren't trying to get you to pay for anything unnecessary or take advantage of you. We simply wanted to keep you informed of what was happening with your vehicle.
       I am happy that it worked out for you and the cap came off. If you would like I would be happy to do the oil change for you and get your vehicle detailed. Please let me know what day works best for you and I will schedule it in. 
       Once again I apologize for the miscommunication. I will speak with both the advisor and tech that worked on your vehicle about their word tracks and I will use this event as a training tool for the rest of my staff
  I hope this clears up any miscommunication that the customer may of had. We were not taking advantage of anyone. Perhaps this time the customer was having issues removing the cap to perform his own oil change and brought it the professionals?

  Thanks! 

  Customer Answer

  Date: 04/07/2024

   
  Complaint: ********
  
  I am rejecting this response because: there was no miscommunication on anyones end.  Advisor was clear as mud that the oil cap part needed to be replaced at a cost of $**** dollars. I appreciate your kind offering of a vehicle detail but lets be honest, your dealership tried to soak me for $**** dollars.  I have a video of how easy it was to get the cap off but it wont load, Id be happy to email it to you if youre senior technician wanted to have a look at it.  This needs to be made right, a vehicle detail is unacceptable considering what the outcome would have been. 
  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:21/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my vehicle towed to Airdrie dodge since it is specifically locked for code reader through Dodge, I approved them to check to see what was wrong with my vehicle. A few days later I was contacted and told my cam shaft needed to be replaced, I mentioned I would contact a lawyer since my vehicle is shy of only * years old, I assumed it was a manufacturing defect, the service guy told me to contact Chrysler Canada to see if they could help and I told him I would be in contact with him once I talked to them. In the meantime, a week goes by and I received a text from the dealership stating my vehicle was all repaired and ready for pick up, I never gave any authorization to proceed in fixing my vehicle and now they wont give me my vehicle back until **** has been paid.

  

  Business Response

  Date: 19/03/2024

  Hello,  
  Please note that the customer had communications with our service advisor, ****. They communicated via text and phone. 
  It took several days for us to look at her vehicle, but once it was in the shop, **** gave the information to *****. 

  We were unable to get any "goodwill" repairs honored and proceeded with the repairs, as per the customers request. (No maintenance was done at a Chrysler store, hence we couldn't get goodwill / see attached)

  *****'s initial complaint to us was that we never gave her the total price, her new complaint is she never gave Airdrie Dodge the go ahead to do the work.  

  I have attached text messages between **** and ***** and a call log. Several phone calls were made a week prior to the repair being completed.

  We didn't order/ receive the parts until the **** of February and the vehicle was ready on the ****. 

  Attached I have the following: 

  text messages explaining the cost

  phone call log (most of the dialogue between the *** and *** of February) total time not including "hold" was about ** minutes.

  The Repair Order

  Chrysler vehicle service history- No maintenance was done at a Chrysler store, hence we couldn't get goodwill. 

  Results:

  We would like to work with ***** to reduce the cost so we can close the repair order and get her vehicle off our property. Additionally,

  Airdrie Dodge effectively communicated with the client before any work was initiated.

   

   

• Initial Complaint

  Date:18/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February ****, I purchased and traded in my **** Fusion for the **** ***** Fe at Airdrie ***** *** ********. At the time of signing the purchase, I was not made aware of any recalls on the vehicle. There were no liens on the *** and I purchased a six month warranty. The following day when my husband **** picked up the vehicle, he was presented with the Carfax and *** but nothing was explained to him about the recall process/risks/requirement to have it taken in immediately etc. The *** has the Diagnostic trouble codes marked as C (compliant); it would be assumed that any recall would be taken care of by the seller, or at the very least attention drawn to the recall and the process for addressing it. This negligence had dangerous consequences.On November *, 2023 our ***** Fe lost power on the highway between ***** and **************. It was unable to be boosted by the tow truck, and we had it towed to OK Tire in ***** where it was diagnosed with a seized motor due to a recall by ******** We called ******* Canada, and they told us we could tow our vehicle to ******* to be assessed for getting the recall done and that it seemed that our vehicle would qualify based on the ***** After paying over $**** for the towing and diagnostics at *******, we were told that the recall should have been addressed much sooner, upon notification of the recall, however we purchased our vehicle preowned at Airdrie ***** ******** and was give a clear diagnostic as mentioned earlier. ******* informed us we would need to purchase the new engine and labour ourselves, a cost of over $****. We are unable to pay this amount and we are without the vehicle to use for work and travel.Our vehicle is in the process of being towed back to our home in *********** and I've been in contact with *********************, the General Sale Manager at Airdrie ***** who is rejecting responsibility of the situation, and was not employed by Airdrie Dodge at the time of purchase.

  

  Business Response

  Date: 10/01/2024

  At the time of the purchase, the vehicle had ***** inspection completed and passed with no failures. As per ***** guidelines:
   You can check with the manufacturer if your vehicle has any outstanding recalls.
  Before entering into a purchase contract for a new vehicle, you will want to take the following steps to ensure any outstanding recalls have been corrected:
  Ensure the automotive business discloses if the vehicle was ever bought back by the manufacturer under the ************** Vehicle Arbitration Plan.
  Be sure to get the vehicle inspected by an independent mechanic.
  Always buy a vehicle history report.
  Check with the manufacturer to see if there are any outstanding recalls.
  You can also check Transport Canadas Motor Vehicle Safety Recalls Database for existing recalls.

  If a vehicle has a recall, it is at the consumers responsibility to get it repaired, not the dealership.  

  This particular vehicle had a recall that was on the CARFAX, that was initialed by the customer. 

   

  Thank you.