Complaints

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• Initial Complaint

  Date:06/02/2025

  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.

  Since April 2024, our 2019 Ram 2500 has suffered persistent misfires and drivability issues immediately following Y78 (HPFP) and XQ1 (emissions) recall repairs. Despite multiple visits and escalations, proper Stellantis protocols were not followed, leaving us without a reliable vehicle for over a year.April 2024: Y78 recall completed; EGR replaced for excessive soot. Misfires began within days.SummerFall 2024: Tameron Dodge replaced HPFP, PCM, lifters, pushrods, rockers, injectors, and DPF under XQ1, but failed to document key testing (fuel pressure, contamination, DPF function), as required. Misfires persisted.Dec 2024: Second HPFP failure. Fuel leaked into crankcase19 quarts of fuel-contaminated oil. Stellantis rep ***** confirmed the fuel system required a full flush.Feb 27, 2025: Meeting with Stellantis (*****, ******) confirmed a restart of diagnostics from the ground up. No documentation shows this was done.April 2025: PCM replaced. Dealership attempted to charge us. Misfires returned next day. DEF light came on en route back to dealershipno DEF has been added by us.May 2025: ***** ******* CDJR found:Fuel contamination / Metal debris post-fuel filter Inoperable DPF pump & failing **** sensor (XQ1 covered)Signs that parts were reused, never changed, or improperly flushed during prior repairs No documentation was ever provided for:Proper HPFP flush Fuel pressure or contamination testing DPF/EGR/XQ1 warranty testing We were repeatedly pressured to authorize invasive repairs (e.g., cylinder head removal) before confirming recall systems were tested properly. Despite valid concerns, Tameron/****** Dodge misrepresented events to Stellantis and failed to follow through on promised diagnostics.Full detailed documentation available

  

  Business Response

  Date: 06/16/2025

  The above-referenced vehicle was first brought to Tameron DCJR on or about April 11, 2024, with an approximate mileage of *******. The customers initial concern was a check engine light. Our technicians diagnosed the issue, performed necessary repairs, and charged the customer accordingly. During this visit, we also checked for and addressed any open recalls on the vehicle.
  Following the initial repair, the customer returned to the dealership multiple times immediately upon pick up due to recurring misfire issues. These misfires were noted to occur shortly after repairs were completed. We acknowledge that there were inconsistencies in the recorded mileage on some repair orders, either after test drives or upon the vehicle's return. However, we have compiled scan reports with accurate dates and mileage at the time of each scan and have provided these to the customer.
  The customer has been reimbursed for all out-of-pocket expenses related to repairs at our dealership, as well as for rental vehicle costs not covered by Stellantis as far as we know and are aware of. Additionally, the customer has worked with ********** representatives including the area manager, the technical field advisor, customer assistance,and the executive liaison office. In response to the ongoing concerns, as stated above,  Stellantis reimbursed the customer for the out-of-pocket expense, the initial diagnosis charge was reimbursed and several months of vehicle payments, as well as for out-of-pocket rental expenses that the customer had paid out of pocket at that time.
  Tameron DCJR has made every effort to rectify any discrepancies in mileage documentation and to provide accurate, timely communication to the customer. We have worked diligently to repair the vehicle to the customers satisfaction, though we have unfortunately not been successful. Our team has conducted extensive test drivingaccumulating as many as 280 miles at one time without issueas well as cold starts and video documentation showing no signs of misfire. The customer has also test-driven the vehicle post-repair with no immediate issues, though misfires reportedly return after the vehicle sits overnight and that has been documented by the customer and to our knowledge, no fault of the customer.
  At Stellantis direction, the vehicle was referred to another dealership for further diagnosis at no cost to the customer. We initially offered this solution approximately in November 2024, but the customer declined at that time and wanted us to correct any discrepancies and be transparent with all documentation. The customer has since been advised by ********** that if the ongoing issues are found to be related to recall work,both the repairs and rental expenses will be covered. If the diagnosis reveals that the issues stem from work performed at Tameron DCJR, ********** has committed to facilitating the necessary repairs and following up with us for appropriate assistance.
  We recognize that this has been a long-standing issue. Tameron DCJR has tried to correct any inconsistencies and there has been no intention to cause harm or inconvenience to the customer or their vehicle.
  We remain in contact with Stellantis and are currently awaiting the results of their most recent diagnostic evaluation from ********** area representative when the dealership that it was sent to has diagnosed and if possible, repaired the vehicle. We are in the process of answering the questions that the customer has sent to us post transfer of vehicle to recommended dealer.
  Sincerely,
  ***** Harris 

  Fixed OPs Director 

  Tameron CDJRF

   

  Customer Answer

  Date: 06/18/2025

  Complaint: 23402039
  
  
  I reject this response because it continues to mis***resent the facts and avoid accountability for ***eated service failures and clearly documented deceptive trade practices that have now been independently confirmed by a second authorized ********** dealer.
  
  
  Some key facts they omit or misstate:
  
  1. Failure to follow Stellantis TSBs and recall protocols:
  
  We ***eatedly requested documentation proving the fuel system was properly flushed after the high-pressure fuel pump (HPFP) failure under recall Y78, and that all related work under Y78 and the XQ1 extended warranty was properly inspected and functioning. They have never provided this proof despite telling ********** they had given us this documentation, and later admitting it either was not done or was never documented.
  The new dealership confirmed fuel contamination (despite it supposedly having just been flushed again), along with metal debris present both pre- and post-filter, and found DEF contamination none of which should exist if the original recall and warranty ***airs were properly done. The new dealership also found additional items in these systems needing ***lacement because they were not functioning, were old and never ***laced, or were installed loosely, marred, or sooted up including the DEF pump and **** pressure sensor.
  
  
  2. Used and/or reused parts were installed without documentation:
  
  Pushrods and rocker arms were installed used and only ***laced after we challenged this.
  The fuel rail that failed again was not new when the truck arrived at ***** *******; **** ***** at Tameron has since admitted it was swapped from another vehicle during prior misfire troubleshooting and left on without any written disclosure??!!
  
  
  3. Repeated pressure for unnecessary invasive work:
  
  Tamerons service team pressured us multiple times to authorize cylinder head removal and engine teardown, claiming it was directed by Stellantis technical support which was false.
  We were told we could either approve this teardown or remove our vehicle, as they had nothing more to offer us. Around the time we were told this last year, we attempted to get a second opinion but were turned away by two other Dodge dealerships and an outside diesel mechanic due to liability concerns after hearing our situation. That is when I requested for a technical service *** to be involved, after being informed by another dealership this was my next best step still never having been offered this by Tameron. We also begged for months for a STAR case to be opened. I have the dates of the times we requested and the documentation of when the STAR case was actually opened by the tech. Along with the statements from **** ***** about how STAR is no help and they ask irrelevant questions that are not helpful. 
  
  When we asked for proper compression and leak-down test results first (as required by standard diagnostic sequence), Vickis team told us they did not know what that was and had not done it.
  The new dealership performed proper testing per Stellantis TSBs and confirmed that a cylinder head removal was never necessary.
  
  
  4. Blaming the customers driving:
  
  ***** ***eatedly stated and implied that misfires only happen when my wife drives the truck to deflect blame. In reality, multiple test drives at both dealerships, documented with the mechanic and at times, myself present, consistently showed misfires and check engine lights with the same codes.
  
  5. Incomplete reimbursements:
  
  While Tameron mentions some reimbursements, they omit that we were left to pay for this last extended rental vehicle ourselves, we were without a vehicle for multiple months due to refusal to cover rental costs until we heavily disputed each time, and incurred significant out-of-pocket expenses directly caused by delays, ***eat ***airs, and the failure to perform proper warranty diagnostics from the start.
  
  
  6. Resolution only came after moving the truck:
  
  Tameron failed to resolve this in over a year. Only after the vehicle was transferred to ***** ******* did the true root cause get properly diagnosed immediately and the entire fuel system, emissions parts, lines, and other failed items ***laced confirming these failures were preventable if the original work had been done and or inspected correctly.
  Read back through my wofes emails *****, she clearly outline each step referencing the stellantis ***, and asked specific questions pertaining to each system, straight from the very bulletins and recall manuals, in which the new dealership followed that led them to the answers directly within the systems in question all along. Despite constant deflection, Constant lack of accountability, constant lack of transparency, constant deceptive, trade practices, etc. we continued to work in good faith with you and your team. The time is now to take accountability and make this right once and for all.
  
  I stand by my original complaint:
  
  
  This was never about normal ***airs. It was about ***eated mis***resentation, failure to follow clear technical guidance, ***eated failures due to metal fragments and used, clogged and or sooted lines, reuse of multiple used parts without documentation, and ***eated improper diagnoses that caused us over a year of lost use, unmeasurable stress, lack of truck value and trust, and significant financial and emotional burden all documented in records and now confirmed by a second authorized dealer.
  
  
  I respectfully request that Tameron ******************* and Stellantis:
  
  
  Fully reimburse all remaining out-of-pocket rental and incidental costs.
  Correct the vehicles history to show the accurate warranty ***air timeline.
  Consider a fair trade-in or buyback due to the permanent impact on reliability and value especially given the prolonged downtime of a diesel engine being driven with multiple failing systems that should have been corrected through proper recall ***airs and we instead ***eatedly, grossly negligently handled at Tameron.

  
  Acknowledge the ***eated failures and misleading statements made throughout this process. your response is full of deflection,  half-truths, and omissions.
  
  
  I do not accept this response as resolution and will continue pursuing all remedies available under federal warranty and consumer protection law if needed.
  
  
  We continue to expect Stellantis and Tameron -******************* to fully stand behind the ***airs completed under warranty and to work with us to close out the remaining issues properly. We trust that you share our goal to resolve this fully without further escalation but if necessary, we are p***ared to protect our rights under the ********-**** Warranty Act, federal recall law, and the arbitration provisions in the Stellantis warranty.
  
  
  Sincerely,
  
  
  ******* ******
  
  

  

  Business Response

  Date: 07/08/2025

  Subject:Final Rental Invoice Processing and Vehicle Repair Resolution July 8, 2025
  As of July 8, 2025 at 9:37 AM, the final rental invoice from the customer was successfully processed at the ************************************ Upon completion of this process, the customer will receive full reimbursement for all out-of-pocket rental expenses.
  Mileage corrections will be made once the customer reviews the mileage intervals that were previously emailed and provides either approval or requested corrections.
  The warranty repairs submitted to ********** for dealership reimbursement were thoroughly reviewed by our warranty teams. These repairs were found to be in compliance with all established protocols; otherwise, the claims would not have been approved or paid.
  As stated in prior verbal and written communications, errors were made during this process. However, these were unintentional and have since been corrected appropriately.
  The vehicle was transferred to an alternative dealership with approval from customer and **********, where all necessary repairs were completed under warranty at no cost to the customer. The customer is now in possession of the repaired vehicle.
  We remain committed to customer satisfaction and are open to discussing a trade-in if the customer identifies a truck they are interested in. Should that occur, we will conduct a fair appraisal of their current vehicle and offer the most competitive trade-in value possible.
  The case at ********** has been closed due to no other repairs necessary and no other reimbursements are due.
  
  Thank you,
  ***** Harris