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:16/02/2024

  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.

   
  Complaint: 21302649
  
  I am rejecting this response because:
  Everything about this email is wrong and obviously they are going to justify what as went on.

  Firstly I told them the van was making a humming noise, It is not my job to know where the humming is coming from. They told me that it was coming from the front so that they were going to replace the bearing in the hub but that they damaged the cv axle trying to do so, so they would repair. The service advisor both admitted to me and my boyfriend and the dealer I bought it from they had damaged it taking it apart. They say that in order to check the bearing they had to do what they did to get the axle off but that is wrong. I had two different license mechanics confirm that what they did was not necessary to get the axle off. Plus before we even took it in nothing was rusted so we find that statement hard to believe.

  Secondly when i got the van back after being apparently fixed the back seat wasn't even put back together, happens but that should not be how you send the van home to customers. Then right away leaving the shop to go home we could hear the humming just as loud as it was. I called the dealer to ask them why it was still humming and asked if this was not taken for a drive before they let it leave and we got no where. They kept saying you told us the front no i didn't i said the van was humming. And if they took it for another drive before letting it there they would have for sure heard it.

  Thirdly we did call around 21 times and I have proof, Between calls made by my boyfriend on his phone or my cell and even my work phone and we could never get through to the advisor, not very good customer service. It took me calling another service advisor who was much more respectful. I called the manager to talk about the issue and it was sure disrespect. Yes I did blame them for doing damage to the axle because they did they should have never done that and then let it leave there yard for a week until they could fix it and replace and repair. And yes i didn't pay but they didn't either they were sending the bill to the dealer I bought it from. The managers attitude was very rude. telling me you can bring it back or go else where either or doesn't matter to me and you would have to pay for repairs on the second humming. I tried to explain it shouldn't have left the shop like that. WHY would I bring it back when all I got was disrespect from the manager out of all people and getting hold of them is extremely hard.

  We are now dealing with ********************* who's customer service is amazing.

  We also had to get the humming fixed which was confirmed it was the back bearing and two opinions said if they would have pulled the back tire off and took it apart properly they would have seen the bearing was completely gone and needed to be replaced and maybe the front was going as they didn't see it but the back was defiantly done. They also confirmed yet again the axle does not need to be taken off the way laurentian did and showed me how and said see no axle had to be replaced.

  That being said the bearing could only be bought from a mopar dealer as it needed the lane assist and speed control sensor so i had to buy the bearing out of my pocket for ******. This is why i should be refunded that money. I should have never had to buy the part to begin with if they would have done it right when it was first in the shop the very first time.

  Lastly yes recalls were done ********************* confirmed but both service at Laurentian and manger said we didn't fix one recall.

  The fact of the matter is I have pictures of the grinding on the axle, seat not put back together and pictures of all calls made to the dealership. It is going to come down to a he said she said thing and the dealership is going to do and say whatever they can to cover the wrong doing on there part.

   

  I will never use there dealer again and I have family and friends and a local company who deals with them and has said after what happened to me they will not be using them again. Customer service is everything and not answering people being rude right off the hop is not OK. And ya i may have gotten rude but when my van is suppose to be fixed and its not and then i am being avoided and rude answers i am going to bite back. !!
  

  Sincerely am
  
  *****************************

  but never put it back together. I contacted the dealer saying how things were not put back together and wrong part was replaced and van is still making noise. He told me you can bring it back or take it somewhere else doesn't bother me any. He was rude and disrespectful. Was suppose to return my call and never did. we called service and him about 22 times and no answer. Or service would hang up on us. Now we are out ****** from having to buy the right parts and not including labour of getting the right part fix as I will NOT take it back to a dealer that wont fix the wrong doing they did and wont even return our calls. we have proof of damages and seat not being put back together I have asked service numerous times for our service reports and they always have an excuse and now we also have to take to another Chrysler dealer for recalls as they are a safety recall and we were told they were done and were not. This dealer is very unprofessional and like to scam people.

  Business Response

  Date: 23/02/2024

  The customer did bring her vehicle in with a complaint of hearing a humming noise from the right front while driving. Upon a road test, it was determined that the front right wheel bearing was causing the noise and required replacement.The wheel bearing was not a covered item under the customers extended warranty, and since it was just purchased at another dealership, that dealership agreed to pay for the bearing. The front wheel bearing was seized to the CV Axle threads due to rust; the technician had to heat the bearing/front axle and apply pressure/impact to the front axle to remove the bearing. This is a common practice due to rust and other environmental factors which impact the undercarriage of vehicles. The front right CV axle was covered under the customers extended warranty, and no additional cost was required.
  After repairs were completed, the technician road tested the vehicle and the humming noise that the customer identified as coming from the front right of the vehicle was resolved.

  We are confused about the allegations of damaging the vehicle, as no additional costs or damage, other than what resulted from heating and applying pressure to remove the seized components was present. Additionally, there were 2 open recalls on the vehicle which were completed on the same day the other repairs were completed. Recall Y50 and 97A were completed.

  The customer and her spouse left the Service Manager a voicemail at approximately 10:00am and 11:30am one morning after repairs were completed. The Service Manager was in a meeting that morning and returned the customers call within an hour at approximately 12:30pm. The allegation of 22 unreturned calls is also unfounded. During the call the Service Manager tried to offer a resolution of the customer returning to the dealership, at her convenience, to road test the vehicle with the shop ******* and determine if there was another issue in the rear. During the call the customer first accused the dealership of causing a new noise in the rear of her vehicle that was not present before, then at the end of the call accused us of not correcting the issue it was brought in for;both contradicting statements. After offering to assist in resolving the issue by having the customer come back in to review the noise with her, it was apparent that the customer was more interested in accusing the dealership of wrong-doing than resolving the problem. This is why the customer was given the option of bringing her vehicle to another facility as she did not show interest in returning here.

  In terms of the desired settlement; the customer was not charged any amount for the work that was performed, so a request for a refund is further confusing.

• Initial Complaint

  Date:20/12/2023

  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.

   
  Complaint: 21034409
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************aid the engine was completely wore out even though my maintenance records were good. If I paid another 3500$ they would replace the engine no other cost. Next I was told my alternator was seazed and for 1000$ they could replace it but they were able to unseaze it, but it was making noise. 3 months later receiving my truck back it had an exhaust smell in the cab. I had an independent mechanic look it over to find a list of neglected items. I returned the truck to the service department and was told an exhaust clamp and seal had let go. They then said that it would be my responsibility to pay for having it fixed. I argued that they broke it putting the engine in 45$ part and 2 hours labour. I have been with out a vehicle since Oct 5, 2000$ to retrieve my truck and trailer to H3237363034**38353738H my home. Initially I had the truck towed to *******, ******* motors but they wanted $28000 to replace the engine. That&#**;s as far as I could have it towed with my CAA. I decided I didn&#**;t want to deal with them paid their invoice $ ****** and had the truck brought to H3237363034**38353738H H3237363437**34333230H motors the garage I usually deal with. My truck only has *****k on it but the engine was finished. I said either the recall caused the failure or ***** should not be selling this junk. I certainly am not responsible for the failure running down the highway in cruise at 105k when the engine failed. I have all the receipts for my cost for this repair aside from the inconvenience of three months of not having a vehicle.

  Business Response

  Date: 02/01/2024

  This vehicle was brought to Laurentian Chrysler in late October 2023. Customer had been to another ********************** dealership and warranty on his engine was declined as the manufacturer warranty had expired on his vehicle. Customer paid for diagnosis of the engine and it was determined that the engine required replacement; additionally noted when the vehicle arrived was an engine leak. There was residual engine oil at the bottom of the engine and it was not apparent how long the engine leak had been present or if any damage was caused as a result. It is important to note that servicing (ex: oil changes / inspections) are not completed at any Chrysler dealership and the vehicle has not been to Laurentian Chrysler for approximately 28,000km prior to engine failure.
  Since the vehicle was out of manufacturer warranty, the dealership cannot authorize repairs under the expired warranty. Upon discussing with Chrysler, it was determined that the customer would pay a deductible to have the engine replaced. It is important to note that this was a decision from Chrysler and not from the dealership.
  Upon repair completion, the customer picked up the vehicle.The customer returned to the dealership the next week with complaints about the work. The customer entered the dealership and was belligerent with staff.Management called the customer after he left and addressed his concerns. The exhaust smell was from separated studs on the exhaust flange; it was evident that this concern was not from workmanship, but from studs that had been separated for some time. The customer authorized repairs and was provided with the old studs when repairs were complete. There was a clamp that was slightly backed off that was corrected as well; no damage or issue was caused by this.There were other items on the list that were not related to any work that was performed by Laurentian Chrysler. Customer was told by a mechanic person that there was an oil leak. It was the same oil leak that we had brought to the customers attention when the vehicle came into the shop in October.
  In summary, the customer was initially quoted $28,000 from another facility to replace his engine. When he brought it to Laurentian Chrysler, management worked with Chrysler to significantly assist and brought his costs for replacement down to $3000+HST (deductible); not $3500 as the customer stated. Additionally, the customer was kept up to date throughout the ordering process; Laurentian Chrysler expedited the shipment of the engine and brought the vehicle into the shop the day the engine arrived so that the customer could get his vehicle back as quickly as possible. We did nothing more than everything in our power to assist this customer and provide good service.It is unfortunate to receive a complaint like this at our facility, as some of the complaints are unfounded and the ability to cover items under warranty are out of our control.
  

• Initial Complaint

  Date:07/07/2023

  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.

   
  
  Complaint: 20285977
  
  
  
  I am rejecting this response because:
  

  I did not come in with new concerns it was concerns I had previously which is why I had the dealership look at the issue during warrenty period.

  3k driving did not cause $5800 of damage after a comprehensive inspection I paid the dealership to complete so I can catch damage in the warrenty period. They obviously did not inspect the vehicle or did not report the issues. I paid for this service as I am not automotive inclined and if I knew it was my responsibility to detect issues I would not have bought this inspection as I guess I should have done it myself

  After looking at their Facebook reviews it seems like this is something they are known for doing to get out of work.

  It has also been confirmed with the finance department as my case is not unique.

  After hearing their conduct if is reasonable for anyone to be quiet upset as the believe in the best faith of companies.

  I am disappointed to see such business practices occur in the city of Sudbury.

   

  I am investigating further actions going forward.

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

  one of two 1) incompetent or 2) malicious and acting in bad faith.
  
  I have fully lost trust with this establishment.
  
  After talking with the finance group at Sudbury laurentian chrysler ; there are multiple people that have been taken advantage in this manner.
  
  I am looking for quick resolution and for the company to do what is right. (Refund of past warrenty work and repairs for work in July 2023 which should have been caught in the Apr 2023 inspection example rotting oil pan).
  
  Warning to others: Double check your invoices and dont trust them to do what is right.

  Business Response

  Date: 17/07/2023

  The
  customer was at Laurentian Chrysler for repairs in April 2023. The customer did
  pay for and have an inspection completed on the vehicle. This inspection did
  result in multiple repairs to his vehicle under his warranty that was expiring
  in May 2023. Clearly, our technicians operated in good faith and we were able
  to complete these repairs, which were covered under warranty, at no charge to
  the customer. For a warranty claim to take place there must be a customer
  complaint and/or a warrantable failure at the time for any warrantable repair
  to be completed and claimed. There were no other customer complaints or
  warrantable failures at the time of the inspection, therefore no additional
  repairs were completed. The customer recently came in with new concerns that
  were not noted or documented previously, and now would like those covered under
  their expired warranty. Unfortunately we are unable to process any of these
  repairs under their expired warranty as a result.
  
  The
  customer also states that in the past we did not provide warranty work to save
  a dollar. This is also not factual; dealerships are paid by the warranty
  company for these repairs. There is no benefit to the dealership to overlook
  warranty repairs that we are paid to complete.
  
  It is very
  unfortunate that our staff had to deal with inappropriate conduct from this
  customer and that false allegations are being brought forth against the
  dealership. Our Service Manager did try to review all of the customer’s
  concerns with him and work towards a solution, but this was not possible with
  the customer. We did excuse the customer of his current bill for diagnosis and
  a tire repair that he approved and we completed on our current repair order
  ($350+).

  Customer Answer

  Date: 08/08/2023

  I have resolved this case with the business. They have completed significant repairs to the vehicle.

• Initial Complaint

  Date:28/10/2022

  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.

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

   

  Good Morning 

  I am not accepting the response from Laurentin Chrysler as an attempt to resolve the matter 

  i am going to be forwarding pictures to show the amount of damage they were not easily willing to accept and repair they are trying to skirt responsibility be even referencing the oil change which had nothing to do with laurentin… they appear to be angry at my oil

   had he place for even telling me about the wrong doings under my truck done by laurentin. 

  sequence of work issues as they happened in time line will show the issues i have had with them 

  my attempts to resolve 

  my texts with place and nureroys calls to try resolve 

  they have been the worst dealership to ever work with and try resolve issues with 

  thank you for assistance with this outstanding matter 

  **** ******** 

  
  

  st time
  not including my rental, days off works x3
  
  Having to take to another dealership for repairs as it is a safety issue
  
  Still not answer from Laurentian Chrysler to try work with me
  
  Would like to be compensated my money back for work that has left me in vulerable state with vehicle that I require for work and have responsibility of children with.
  
  Please advise if you can help me
  
  I do have picture of damage and recipts but dont know how to upload them

  Business Response

  Date: 09/11/2022

  On August 9th , 2022 Mrs. ******** came into our facility to have both her front lower
  control arms and camber bolts replaced. Mrs. ******** paid to have aftermarket
  components installed on her 2019 Ram1500 with 177,888km on the vehicle.

  
  On August
  13th, 2022, Mrs. ******** returned to our facility stating we had
  broken the ball joints when replacing the control arms. Vehicle was inspected
  immediately and found no play in the ball joints whatsoever. ( Pictures were
  taken ) However, her ball joint boots were torn on the control arms and leaking
  grease, which we assume from possible defect in the parts.  We ordered new
  ones and booked her in when parts were to arrive. We also noticed on both
  occasions oil leaking from an oil change that was performed at a quick lube, which
  we cleaned up and topped up for her. We also stated she should have that looked
  at.

  
  On
  September 13th, 2022, Mrs. ******** returned to the dealership where
  her vehicle was brought in right away and repaired. Pictures were taken again.