Complaints

This profile includes complaints for Town & Country Chrysler Ltd's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Town & Country Chrysler Ltd

  245 Lombard Street P.O. Box 1000, Stn. Main Smiths Falls, ON K7A 5A5

  
• 

  Town & Country Chrysler Ltd

  2021 Rogers Road Perth, ON K7H 3P4

  

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:06/06/2025

  Type:Customer Service 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.

  Poor service and theft

  

  Business Response

  Date: 17/06/2025

  Mr. Dean attended our Service department for replacement of 15 spark plugs , One had already been replaced at a previous service visit. When he came to pick up his vehicle he became verbally abusive , stormed out of the building and locked himself in a friends vehicle refusing to speak with the service manager. He was unhappy hat we did not replace the spark plug that was already replaced. 

  Mr. Dean did not pay his invoice and then came back at a later date with a second set of keys and took his vehicle off the lot with out paying his invoice or collecting his keys. 

  At that time we contacted the police and reported this . Nothing has been stolen from Mr. Dean. He still has not paid his outstanding invoice to this date . 

  Customer Answer

  Date: 17/06/2025

  Complaint: 23434352
  
  
  
  I am rejecting this response because: my vehicle was taken to the service department to have ALL spark plugs replaced, fuel filter replaced, injection cleaning, air filter replacement, etc. All of these things were explicitly requested by myself when the appointment was made to have a 'tune-up' performed on my vehicle. I supplied the business with sixteen spark plugs and directed them to replace all of the spark plugs, they did not perform any of the replacements I requested. Also, I had possessions taken out of my truck($60 of cash and spare parts for my truck with a value of roughly $60). The service department caused damage to the truck which I had to take to another garage to have repaired. And they have stolen the keys to my vehicle in an attempt to extort money from me for inedequite service. Their response is completely unexceptable 
  
  
  
  
  
  Sincerely,
  
  
  
  Clayton Dean

  Customer Answer

  Date: 19/06/2025

  What information? They sent an invoice that did not correspond with the service I requested. They damaged my vehicle and it needed to be repaired. And I had to take my vehicle to a different service station to have the service work that they did not do completed. Failed internal lubricated parts of the engine which are covered under a warrantly agreement I have with their service station. They have stolen the keys to my vehicle and stolen belongings from within the vehicle while it was parked at their garage. I will be filing a police report about this in the coming days as well.

  Customer Answer

  Date: 21/06/2025

  Complaint: 23434352
  
  
  
  I am rejecting this response because: unlawful seizure is my position. I want my property returned to me as soon as possible.
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  Clayton Dean

  

  Business Response

  Date: 24/06/2025

  We are more than happy to return the set of keys Clayton Dean left here with us when he comes in to pay his outstanding service invoice. 

   

• Initial Complaint

  Date:10/04/2025

  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 was purchased in 2021, Brand new. At ***** km it started having intermittent issues concerning some clunking, early transmission issues, and shuddering in the lower gears. I took it in for service at *****km, *****km, *****km, noting I want the issue resolved before the warranty expires at ******km. The issue was not resolved and there was another visit for the same reasons at ******km. All visits were left without resolution, the dealership could not diagnose the issues, and I was told to keep driving the vehicle until it has a more major, noticeable failure. At ******km, there was a major failure to intake cams, exhaust cams, rockers, and lifters. The dealership could not confirm if it was related to the ongoing issues I have experienced, and refused to cover the costs of the repair under warranty. They offered to cover half of the repairs as a "Good will" gesture, but the repairs still cost me $3864. Now, at ******km, the vehicle is having another critical systems failure, and again, the dealership can not diagnose the issue, nor confirm whether it is related to the original issue I've been having with my vehicle. They kept my vehicle for over 40 days, with only 8 hours of actual labour put into the diagnostics and the replacement of a part that was not needed to complete the repair in question. They have also refused to return the original part that was taken from the vehicle during this repair.I have contacted Chrysler Canada, and have requested an escalation, but their only options are for me to work with the dealership. I have collected my vehicle, and will not be returning to the dealership or authorizing that location to perform any further repairs.I'm seeking remediation in the form of the business honouring the original purchased warranty, due to ongoing issues stemming from only *****km into ownership, or for them to purchase the vehicle back and deem it a "Lemon" as it should not have been sold to a consumer.

  

  Business Response

  Date: 07/05/2025

  While Mr. ****** vehicle was under warranty we addressed concerns following FCA repair procedures, technical service bulletins,as well as support from engineering when needed as would be protocol with all vehicles at our facility for repair. Updating and advising the customer of each step that was performed.   
  Mr. ****** has been provided every available courtesy available from both the dealership as well as *** for a vehicle that is now no longer under factory warranty.  Unfortunately the concern Ms. ****** is currently experiencing with his vehicle is an electrical issue which is unrelated to the mechanical repair previously perform on his engine. At the time of his engine repair Mr. ****** was granted a one-time goodwill offer from ***. With full disclosure that ******** is only available one time for a vehicle out of factory warranty but within specific parameters.
  

  During the last service visit Mr. ****** received numerous hours of diagnoses at no charge at which time it was confirmed that his current concern is an unrelated repair and via phone call authorized further diagnoses at a cost to himself. He was informed at that time of *** engineerings involvement and chose to move forward, including the replacement of a part which was a first step procedure. Again he was informed as such. It was not until further diagnoses would be needed at further cost to Mr. ****** that the concern became an issue and he chose to remove the vehicle before further diagnoses was completed.
  

  Mr. ****** vehicle is a 2021 Jeep Gladiator with ****** kilometers on it. Basic factory warranty expired at ****** kilometers or January 27, 2024 which ever came first. The basic factory warranty on this vehicle is now expired by ****** kilometers. We have done all we can to assist **********

  
  

  Customer Answer

  Date: 07/05/2025

  Complaint: 23187351
  
  I am rejecting this response because:
  
  The claims made by the business are false. I purchased an extended warranty up to ****** km. Not 60000km

   

  The vehicle has had constant mechanical issues since *****km, and had been in their shop repeatedly to address these concerns. The shop claims to be expert technicians, but we're unable to diagnose the mechanical issues that had been a constant problem. The service records I uploaded will serve as proof of this.

  Further. This most recent electrical issue was a simple repair of an $80 part called a CAN BUS relay. It took 15 minutes of research online to find a solution, and another 15 minutes of work by me to fix.

   

  My position is that this shop intentionally misleads their clients by refusing to perform simple repairs that are common, well known issues with their vehicles. They delay the actual repairs until the warranty expires, then gouges their customers for hours of labour and unneeded parts.

  if I was able to find and fix this electrical issue, they should have been more than capable of doing the same, without keeping my vehicle for 6 weeks and charging me over $1200 for unnecessary repairs and "diagnostics"

  this vehicle was a lemon from the start and they knew it.

  i have proof that I purchased an extended warranty, which further speaks to their dishonesty, or lack of proper record keeping.

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

  Customer Answer

  Date: 08/05/2025

  Hello

  Thank you for your help with this. 

  Attached bill of sale showing the 5 year, ******km warranty. Of which we are still within the time-frame, issues have been arising since 27000km.

  Thank you again. 

  

  Business Response

  Date: 09/05/2025

  Mr. ****** vehicle warranty was as followed

  The basic warranty from FCA  expired at 3 years or ****** km which ever came first. This warranty has expired by both time ( expired January 27,2024)  and kilometers               ( expired by ****** kilometers) .

  The powertrain warranty from *** expired at 5 years or ******* kilometers whichever came first.                                                                                                                               ( Expired by ****** kilometers )

  Mr. ****** also purchased an extended warranty that is very similar to his basic warranty, the extended warranty expired at 5 years or *******kms which ever came first. (expired by ****** kilometers ). 

  There is no basic, powertrain or extended warranty remaining on this vehicle. We have exhausted all warranty options and goodwill offered by ****  The issue Mr. ****** vehicle is experiencing is unrelated to past repairs. With expired warranty this would be a customer pay repair . 

  Customer Answer

  Date: 13/05/2025

  Complaint: 23187351
  
  I am rejecting this response because:
  
  The shop claimed they were unable to diagnose the original issues that started at *****km, and repeatedly arose during the course of ownership, with multiple visits to the shop that sold me the vehicle in attempts to have it repaired under the warranty, well within the ******km and 5 year limitations.

   

  my position remains that they intentionally delayed the repairs until after the warranty expired. Then refused to complete the repairs. These actions were again repeated with this most recent repair. They had my vehicle for 6 weeks and charged me $1200 for unnecessary repairs. The part that was needed cost me $80 and 15 minutes to replace.

  I, an insurance agent, with absolutely Zero training in vehicle mechanics, was able to diagnose and fix the problem in less time and for 1000% less money than their team of "expert" technicians.

   

  So, no, I do not accept that this was an acceptable course of action on their part. 

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