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:03/04/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Dealership has diagnosed my truck with engine failure and does not want to cover it under power train warranty. The truck is only 4 years old with ****** km. I was late by 200km on an oil change and they want to void my warranty. They have not been able to prove being late on my oil change caused complete engine failure.

• Initial Complaint

  Date:02/02/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  July 2024, Oil change was paid for but never done leading to the motor failing causing myself to source out an purchase a motor. The decline to the motor was caused by a recall which was done improperly and the invoice even states "motor replacement recommended" which was ignored and led to several issues and the failure of the motor due to poor mechanical work and decisions on the dealerships part.We reached out to *** who already said it is the dealership which is accountable and not them. The dealership refuses to admit or pay us for the replacement motor and when I requested a face to face on Jan 22, 2025 they have not responded. We are looking for compensation for the motor, labor and tow charges. Rounded up would be $4000 I made a previous complaint against *** which was closed after there response (********) so the same documents will be submitted to file the complaint against Capital Dodge Palladium who is responsible for the failures. Please also see similar case ********************************************************************************* for exactly what happened to mine.

  Customer Answer

  Date: 28/02/2025

  Invoice recommending replacement of motor. Invoice wanting to charge us for the repair of the 4x4 system. Invoice for returning due to bad cam and cam sensor. Last invoice recommending an oil change as this being the issue for the problems and 4 months later motor died and oil looks like it was never changed. They just said it's nothing they did and it's our problem now. Please involve the media or any other source so they can stop treating customer this way. if you build a bad product own up to it and make the corrections needed for my safety and everyone's safety. It's unfair what they did and we expect the BBB to back us up.
  

  Business Response

  Date: 10/03/2025

  On 1/16/25 I responded to the consumers letter, requesting they come down to the dealership at any point to resolve this issue and discuss potential avenues for resolution.

  Customer Answer

  Date: 11/03/2025

  Here is the letter I sent to Dodge on Jan 22, ******************************************************************
  

  Dear Mr. ******************** you for your response and for acknowledging my concerns regarding the ongoing issues with my Jeep Cherokee. I must express my continued dissatisfaction with your response to my request for compensation and accountability. I would invite you to please read my previous correspondence carefully along with the supporting evidentiary photos.
  
  My points of concern remain:
  
  
  1. Quality of Repairs:
  Despite the extensive work done by your team in 2022, the issues with my vehicle persisted, ultimately culminating in the need to replace the engine. Photographic evidence and a third-party evaluation clearly indicate that the workmanship performed at your dealership contributed to the ongoing problems.
  
  2. Timeline and Responsibility:
  While I understand Section 63(1) of the Consumer Protection Act applies to a defined warranty period, the nature of the repairsspecifically the camshaft and head gasket workare substantial and relate directly to the vehicle's functionality. The persistence of these issues beyond the warranty period raises questions about the initial repair quality.
  
  3. Deflection to the Manufacturer:
  While I appreciate your willingness to engage with the manufacturer, the repairs were conducted at your dealership, and it is reasonable to expect accountability for the quality of work performed.
  
  Next Steps
  I remain committed to resolving this matter amicably. To move forward:
  
  
  - I request a meeting to review the third-party mechanic's findings and the photographic evidence.
  
  
  - I am open to mediation if we are unable to agree on a resolution.
  
  
  - Should these steps not lead to an acceptable outcome, I may need to consider pursuing this matter further through appropriate consumer protection channels that I outlined in my earlier correspondence.
  I value your willingness to discuss this issue and hope we can reach a fair resolution that acknowledges the challenges I have faced as a result of these prolonged issues.
  Please let me know your availability for a meeting or the next steps you propose. I work until 2:15 PM every weekday and am available for an in person meeting after that time.
  
  Sincerely,
  
  D'Arcy ******
  " Sometimes you have to do what's best for your child, NOT what's best for everyone else"

  Customer Answer

  Date: 16/03/2025

  Complaint: 22889593
  
  I am rejecting this response because:
  

  Until they agree to meet with me and come to a compromise I expect the BBB to back me until this situation is resolved or else all this effort was all for nothing. If nothing is done then company's such as Dodge Palladium will continue to treat customers as if they don't care and don't matter. This happens way too often with dealerships and to people who know nothing about cars and unfortunate for them they choose to do it to someone who actually knows what there talking about and understand cars and engines. I expect the BBB to understand this and support me until this situation is completed. I understand that they have reached out to you but they never replied to my original letter for a meeting which I will resend the same correspondence to them today March 16th, 2025 and see if they answer or as they did before choose not to answer me in hopes I'll give up and go away.
  
  Sincerely,
  
  D'Arcy ******

• Initial Complaint

  Date:23/05/2023

  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.

  I went here for an oil leak in November 2022. They changed the oil filter housing on my Dodge Caravan because they said it was cracked and charged me around $1400 for this. Just a few months later I am on vacation and the oil started leaking again. It was time for an oil change anyways so I took it in for an oil change and asked about a possible oil leak. The mechanic showed me that the oil was leaking from a cracked oil filter housing. Aside from having to pay for this repair a second time this also ruined our family vacation. No other shop has touched my Dodge Caravan since November 2022 until the leaking oil was noticed again on my vacation so my only conclusion here is that they installed a faulty part or they failed at installing the part correctly.

  Business Response

  Date: 23/05/2023

  Hello Mr. ******,

  We are sorry to hear that you were having issues with your 2015 Caravan leaking oil again.  The Oil filter housing that was replaced in November 2022 Part number 68596317AA comes with a two year parts and labour warranty from the manufacture. If the part was defective as you mentioned, this could have been replaced at no cost to you, at any Dodge dealership in North America. Can I ask where the repairs completed and were factory parts used again?

  Thank you,

  **** ******

  ******* *******

  Customer Answer

  Date: 23/05/2023

  
  
  Complaint: 20093193
  
  
  
  I am rejecting this response because:
  

  As explained in my email I was on vacation and had to get it done ASAP. It did not occur to me immediately that this is the same part until I dug out the reciepts. I guess I had a bit of confidence in your dealerships ability to perform this job adequately after charging me $1400. I have a child with severe special needs who suffer from seizures and I have a baby that is only 5 months old and another child. It is ridiculous that a part that was installed for $1400 dollars!!! failed within 5 months. Yes factory parts were used and it was completed by a shop called *** **** in Florida which was the only place I was able to find that could service my vehicle in a timely manner to keep our vacation on track. You are the dodge dealership and your technicians failed at installing this factory part correctly causing me all this headache during my family vacation. And everyone also tells me that $1400 CAD was way to high of a cost for this job so shame on you for ripping me off when my family is already suffering from all the stress of caring for a special needs child and not even doing a good job at it after charging me that high cost.

  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 24/05/2023

  Hello ******,

  Vehicle break downs can be stressful, especially when you are away from home, traveling with your family.  If you are seeking a refund for repairs completed at a non Dodge / Chrysler dealership, you will have to contact Chrysler customer care. This claim would be handled by the manufacture, not at that dealership level.  They will review your case and the invoice from the other repair facility to see if it qualifies.  They can be reached at **************. Please feel free to call me directly if you have any further questions.

  **** ******

  ******* *******

  ************

   

  Customer Answer

  Date: 01/06/2023

  
  
  Complaint: 20093193
  
  
  
  I am rejecting this response because:
  

  Why would I seek a refund from the other facility? I am seeking refund from your dealership because your dealership charged $1475.00 for fixing something and didn't fix anything. In fact if your techs broke the new part during installation how do I know your techs didn't break the original part when they did the previous oil change? When I came in with the original oil leak issue your tech told me that it was due to regular wear and tear but I don't think I believe that anymore. I guess my only option here is to take this to small claims court.

  
  
  Sincerely,
  
  
  
  ****** ******

  Customer Answer

  Date: 01/06/2023

  
  Complaint: 20093193
  
  I am rejecting this response because:
  
  Why would I seek a refund from the other facility? I am seeking refund from your dealership because your dealership charged $1475.00 for fixing something and didn't fix anything. In fact if your techs broke the new part during installation how do I know your techs didn't break the original part when they did the previous oil change? When I came in with the original oil leak issue your tech told me that it was due to regular wear and tear but I don't think I believe that anymore. I guess my only option here is to take this to small claims court.
  
  
  Sincerely,
  
  ****** ******

  
  
  
  
  

• Initial Complaint

  Date:15/09/2022

  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.

  Please see the attached letter sent to Capital Dodge . I would like the dealership to honour the warranty and reimburse me for the battery and labour to install. I erred in my original calculations and added the install of the alternator rather than the battery. The revised amount owing is $390.45 . My warranty already covered me for the Alternator - it was a seamless process with that company .

  Business Response

  Date: 15/09/2022

  The battery sold to the client by Capital Dodge was a Mopar battery ( FCA authorized parts) that has a limited warranty at any FCA dealer in North America. ( see attached) The duration of the Replacement Period is specified on each Mopar battery, and clearly visible to any technician working on the vehicle. Although we empathize with the customer's situation, the garage who replaced her battery and alternator is less than a five minute drive from Armstrong Dodge who would have honored the manufacturer's warranty on the battery. In a gesture of Goodwill, I had one of our sales managers reach out to the client ( after receiving her registered letter ) with an offer to reimburse her for the value of the battery install by discounting the price of the vehicle she is interested in purchasing from Capital Dodge.