Complaints

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• Initial Complaint

  Date:21/11/2024

  Type:Product 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 broke down in *********** on the way back to catch a flight to return to the US. I had a warranty on my vehicle purchased from Chrysler ****** *****. I could not get into any garage to get service and was having difficulty dealing with the dealership of actually who to contact for warranty purposes. I finally got into City **** ** *********** because they had their wheel alignment machine go offline and canceled those appointments. Because I had to catch a flight, I took that appointment and paid out of pocket over $4000 plus hotel expenses until the truck was fixed. Now, no one will deal with me, and reimburse these expenses since I had to go outside of the warranty due to time needed to catch a flight.

  

  Business Response

  Date: 27/11/2024

  My apologies in the delay in responding. I have been off with a health issue. M** ******* did have an issue where his **** F-150 did have a mechanical issue in *********** which is 6 hours away from our dealership. M** ******* did purchase a 3 year 60000km Chrysler warranty (called a Cpov) when he purchased the vehicle. When he called our dealership he advised our service department where he was and that he was in a rush because he needed to catch a flight back to *** ******. We advised him to visit the Chrysler store in ************ He went there but was advised it would be 4-5 days before they could diagnose his truck. Again he said he didn’t have that time to wait so the dealer in *********** suggested he try the local **** dealership. Again, from what M** ******* told me it was a 4-5 day wait to look at his truck. He then called our service department and “told us” he was going to try and get in wherever he could and deal with the Chrysler at a later date which is what he did. That was his decision to do this and was absolutely not advised to do so by our service department. 
  M**** understanding is that after he arrived back in the US he contacted Chrysler seeking reimbursement for repair. From what I understand it was declined because he didn’t follow the proper process and the fact that he was in a rush was not a valid reason to take it to a aftermarket garage and have the repair completed. 
  M** ******* called me and complained about his experience. I listened to what he had to say but also told him that his issue truly seems to be with ******** ****** and not our dealership. I did offer to email Chryslers district manager for parts and service and see if they might have some flexibility in this case. I did send the email and the response was he needs to call Chrysler customer care. I emailed this to M** ******* whose response was he already went that route and they would not pay the claim.
  As a dealer, we sold M** ******* a vehicle in 2021 along with a valid extended warranty through the manufacturer. I feel we did the best we could for the gentleman being as far away from him as we were. In most service departments “tow ins” or a customer who doesn’t have an appointment for service can, in some cases, wait weeks to get in for service. I appreciate the client had a plane to catch but that was not something within our control. 
  In closing I don’t think City Chrysler did anything wrong in this situation. If you have any other questions on this matter please feel free to contact me at your convenience. 
  
  
  Thank you,
  
  
  ****

  Customer Answer

  Date: 27/11/2024

   I am rejecting this response because: as I mentioned to City Chrysler ****** ****** ******** ****** did not even have the vehicle on record.  I called several times and the same response was to that effect.  They had no record of the vehicle because it was a **** vehicle, despite it being sold, along with a warranty from a Chrysler dealership.

  In fact, while the ** at City Chrysler ****** ***** was responsive and provided some hope of getting some sort of resolution, I ended back at where I started.  Quite frankly, there is a theme here with Steele Auto and their dealerships.  I noticed a post online approximately 2 weeks ago where a recent customer posted a BUYER BEWARE article and the response of agreement was overwhelming. 

  The fact that a warranty cannot be honored in one off situations is appalling and they should never be permitted to sell them.  One last thing, when I mentioned that I needed to get the truck serviced asap due to my flight scheduled, no one at the dealership of purchase said I should not go that route, they said it was an option and we can see what could happen after the fact.  Again, appalling.
  
  
  

  
  

  

  Business Response

  Date: 04/12/2024

  Hi There,

  *** ******* was sold a valid Chrysler Qpov warranty for his **** F-150 when he purchased it. Chrysler Qpov warranties are designed to be sold on off make vehicles (non Chrysler products) 

  As M** ******* stated, I did respond and reach out to Chrysler on his behalf but as I said before, the response was that he needed to call customer relations. There was no more I could do for him in regard to dealing with the manufacturer at this point. In response to his accusation that this is a theme in our auto group my response is that we as a dealer sold M** ******* a warranty on his vehicle that was acceptable to sell for that vehicle. All warranties, not just automotive warranties, have rules and criteria that must be followed to make warranty claims. In this case the manufacturer has said that they will not pay this claim. This has nothing to do with City Chrysler or our Auto group as these decisions are not ours to make. 

  Again, In M** ******* first statement he said we suggested he visit the local Chrysler store where he had broken down, That store suggested he visit the **** dealer in that same town. When these stores were unable to accommodate him within the timeframe he required in order to catch his flight he contacted us and told us he had made the decision to have the repairs completed at and aftermarket garage and pay for the repairs out of pocket. That was never our suggestion nor did we say that it was a good idea to deal with the warranty company after the fact to seek reimbursement. 

  I hope this provides closure to this concern.

   

  Thank you,

   

  ****

  Customer Answer

  Date: 05/12/2024

   I am rejecting this response because:  this is ridiculous, from the selling dealership to even the ** ** ****** *****, there was always a sentiment that "we should be able to get something done."

   

  Steele Auto = BUYER BEWARE!!!