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:08/13/2024

  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.

  During the month of July my 2017 Jeep Grand Cherokee started losing excessive coolant and overheated. I had to pull over, let it cool off, and add coolant. On the way home my air conditioner stopped working. I took the vehicle to ******* and explained the issue, they told me it was a water pump and the blower motor on my vehicle. I paid ******** $1232 to repair these items, a week later I was still losing excessive coolant. I took it back and they said there was nothing wrong with it. Less than a week after I had to take it back because it was losing excessive coolant still, the shop foreman said they were going to trouble shoot the issue and find out where the coolant was going. They kept my vehicle for two weeks and I spoke to the service advisor twice and they said they were just waiting on the tech to work on it. Today they told me I had to pay for the troubleshooting. I spoke to the GM and explained that I paid them to fix my coolant loss issue, and they charged me for repairs that were not needed and were now trying to charge me more money to trouble shoot the same issue that I had already paid them for repairs on. I believe this dealership knew this wouldn't repair the issue and fraudulently charged me for unnecessary repairs. It also seems they held on to my only vehicle for two weeks saying they would properly diagnosis the issue just to charge me more later thinking I would just pay to get it fixed. This dealership has quite a few reviews of them doing the same things to other customers, and I spoke to a customer while there returning my Jeep who was experiencing the same issues.

  Business Response

  Date: 08/14/2024

  ** ******* brought his 2017 Grand Cherokee to us
  initially on 5/18/24
  
  Customer states - CEL is on. Diagnosis - ran test has DTC
  PO440 & PO456 general evap system and evap system small leak and a DTC
  PO305 misfire cyl #5. Gave estimate on EVAP system.
  Customer states - Overheated
  had to add a gallon on coolant and the resv tank was leaking out of the weep
  hole. Diagnosis found water pump is leaking out of the weep hole.
  Customer states - Turned AC
  on blew fuse. Diagnosis - found the blower motor is bad, shorting out the
  module and blowing the fuse.
  Customer was given estimates
  for the repairs that were diagnosed.
  
  Customer returns 7/2/24 and completes all of
  the repairs.
  
  Customer returns 7/12/24
  Customer states – losing coolant, lost a gallon. AC on
  high has bad vibration. Hears water in the dash.
  Diagnosis – pressure tested cooling system and no problem
  was found
  Customer states – rough idle
  Diagnosis – no problem found
  
  Customer returns 8/5/24
  Customer states – losing coolant, rough idle with AC on,
  water sounds behind dash.
  Diagnosis – We requested customer authorization for a
  compression test at a cost of $300. Customer refused.
  
  We stand behind the diagnosis given by our certified technician.
  It is understandable that ** ******* believes we misdiagnosed his issue because
  the repairs that were made did not completely fix his issues. As I explained to
  ** *******, there are times when the vehicle has additional issues and further
  diagnosis and repairs are needed. Such is this case.
  
  ***** *******

  Customer Answer

  Date: 08/16/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They did in fact make necessary repairs to my vehicle as confirmed by another shop. Thank you.
  
  
  
  Sincerely,
  
  
  
  ***** *******