Complaints

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• Initial Complaint

  Date:06/07/2023

  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.

  Hello,
  My Dodge Durango have been out of working condition since March. The dealer ordered parts for it the second week of March and didn’t tell me they were in until I called them April 5th, we brought it to the dealership April 10th and we STILL don’t have the vehicle back! I have been paying almost $700 per month for a vehicle I haven’t had for 3 months! I have been in contact with the dealer as well as *** ****** SEVERAL times since then. The dealer keeps telling me that it’s Chryslers fault or that they don’t have the parts. Two weeks ago he told me he had the parts but he needed to get his guy to work on it because they have other customers and he isn’t making any money off me. Then when I called back last Monday, he said he didn’t have the parts. I went to see him on July the 4th and he still was just giving me the run around. He told me he would have the parts that day and they would begin work immediately but my Durango is still sitting outside in the lot! They rented me a vehicle for 5 days from June 29-July 4 so that we could go on our family vacation but now I am without a vehicle again! They have not offered me ANY reimbursement for the monthly payments I’ve been making or the money that I have been paying to borrow a vehicle from a family friend! Are you able to look into this for me? My dodge dealer is still giving me the run around and *** ****** is VERY slow at replying to my concerns!

  Business Response

  Date: 19/07/2023

  The repair to this vehicle
  involves engine work and these types of repairs can be time consuming,
  especially when the repairs are warranty and must be approved by Chrysler. We
  have to follow the direction of the Chrysler warranty center and have been ordering
  parts throughout the diagnostic process as they have instructed. We are a small
  dealer, and this is a big job that does put constraints on our shop, but we
  agreed to perform the service for this customer not anticipating it would be
  this long, the delays are a result of factors that are beyond our control.
  I don't feel “fault" is a proper term for this situation.
  The dealership has no control over the approval process to order the parts and
  the availability of the parts. Under normal times, to wait this long for parts
  would be rare. However, given the unprecedented events the industry has endured
  over the last few years, there is now a global parts shortage that ALL
  manufactures have had to battle through and makes our job difficult at the
  dealer level. We can appreciate the customers frustration - we are faced with
  the same frustrations every day!  We have not given the customer the
  "run-around", our manager has done his best to keep the customer
  aware and communicate the challenges we have faced with this repair. We would
  never want to have a customers vehicle tied up at our store for this long.
  We are not the selling dealer, and the customer did not purchase
  a service contract. There is no rental vehicle coverage without a service
  contract. Regardless. we have been working with Chrysler and the customer and
  were able to get a rental covered for the customer for their vacation. Again,
  the dealership has not been giving the customer the run-around, parts arrived yesterday,
  and the tech came in two hours early today at 6am to try to complete the repair
  and the customer was informed of this.
  The customer response to this update was that they wanted
  compensation for not having the vehicle, the update was not important. As with
  the rental provided for the customers holidays, any compensation or
  reimbursements is between Chrysler and the customer. The dealership is not
  authorized to supply vehicles or provide compensation, nor can we control how
  quickly Chrysler replies to the customer. 
  Again, we understand the customers frustrations, but we are
  doing everything we can at the dealer level to get the customer back on the
  road with their vehicle. Anything beyond this should be addressed with
  Chrysler. 
  

  Customer Answer

  Date: 20/07/2023

  
  
  Complaint: 20282270
  
  
  
  I am rejecting this response because:

  I do not believe that there has been any support for me in this matter. It is completely asinine that my vehicle has been out of my possession for this long! Whether it be Chrysler’s “fault” or what North way should be working for me to get this resolved as quickly as possible and provide me with solutions that are convenient to me. They are part of the Chrysler company and bashing what Chrysler is doing just shows that they aren’t working together as a team to help me. This work may be “under warranty” but I have still been making payments of $700 monthly since March on a vehicle that was not in working condition! Not to mention that I had to borrow a vehicle from a friend which I have been paying $300 a month for. I’m out $4000 for a vehicle that’s been sitting in a shop! **** at ******** told me point blank he would “have to find time for his guy to work on it because they weren’t making any money off me” I offered to buy a new vehicle from him if he would give me what I own on mine and he would be making money off of me and he offered me $35000! I just got an offer from another dealer who will give me $48000! I only owe $43000 but **** wasn’t willing to budge! I tried to work with him to get me into a new vehicle so I could have a car sooner and he would make a sale but he wasn’t willing! The fact that he isn’t “making money off of me” after having my vehicle for almost 4 months shouldn’t be an issue! A good customer service representative would make it top priority! I have been more than patient I didn’t make a fuss I was kind and nice until they had it for three months and **** told me he had the parts in mid June but he didn’t have time for his guys to work on it and then the next week he told me he didn’t have the parts and that he would get me a rental for my vacation! Everyone I have been speaking to has told me I’ve been too nice and I spoke to a lawyer and it’s illegal for a company to have a vehicle for repairs for more that 30 days without offering compensation to the customer.
  
  
  
  Sincerely,
  
  ******* ********