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:01/25/2023

  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.

  I purchased a new Jeep Wrangler from Earnhardt's Jeep located in Gilbert and there was some wheel damage that needed to be repaired. I have an additional protection package that will repair damage like this, at no cost to myself. Earnhardt's Jeep scheduled a service appointment with the provider of wheel repair they use, The Paint Shoppe. The Wheel Tech, *************************** repaired the damage. I noticed, **** missed some damage, and when I called him, at about the next day, and asked if he could fix the missed damage, he said, he would have to charge me 150 dollars. I told ****, I would reschedule another appointment with Earnhardts to get the damage repaired at a time convenient to my schedule. After about a week, I noticed the initial damage that **** repaired, was visible again. I called Earnhardt's and scheduled another appointment with Earnhardt's to repair the damage again. The damage was repaired again, and when I went home and did an inspection of the wheel, I noticed there was still damage present. I called and spoke with ****, and it was a confusing conversation. **** initially said, he stands behind his work, and added, he can come to my home to repair the damage. When I asked **** to schedule a time, he said, he could not come to my house, and again, he said, this repair would cost me 150 dollars. At that time, I told ****, I would speak with Earnhardt's reference this repair. The first repair was completed about three/four weeks ago, and the second repair was completed on 12.26.22 Thanks,******

  Business Response

  Date: 02/01/2023

  Earnhardt Chrysler Jeep Dodge Ram (EGD) acknowledges ****************** concern.  EGDs General Manager, has reached out to **************** directly to address the issue regarding ****************** damaged wheel.  EGD is awaiting to hear from **************** and his availability for EGD to repair the damage. Therefore EGD, encourages **************** to reach out with a time that conveniently works for him.  EGD denies any violations of law or any other wrongdoing in this matter.
  

  *********************/Authorized Representative of the dealership

  Customer Answer

  Date: 02/01/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Madi,

  There seems to be some confusion, reference complaint #********. This completed was not completed against Earnhardt's Chrysler, Jeep, Dodge. My concern was with the Paint Shoppe, and their employee, ***************************. I spoke with ************************* this afternoon, and I am completely satisfied with his actions.  Madi, if possible, can you please update your records to indicate the correct information. If you have any questions, please reach out to me via email or phone. My mobile # is ************

   

  Thanks for your time and efforts,

   

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

  
  

   

  
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:11/18/2022

  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.

  Took my vehicle in for overheating due to a coolant leak, and they sent a text saying coolant was leaking from one part, and coolant and oil was leaking from another. I called for 4 days and left multiple messages trying to get ahold of anyone to ask some questions, nobody could be bothered to answer the phone or return any of my messages for nearly a week.Once I was finally able to speak with someone, I approved the replacement of the part they said was leaking coolant and asked for a picture of the part they said was leaking both oil and coolant, because the part in question would need to have a very large crack to be leaking both. 2 days later I get a text of them just opening my hood and taking a picture of my engine, not the part in question. I call to tell them that the picture was obviously not helpful and try to get more information on what specifically the tech said.Now they tell me that after reading the tech's notes, that it's just leaking oil, not coolant. I ask them to doublecheck with the tech again, but if it's just oil I will look at it myself.They say all good, so I come and pick it up. Before I leave I pop the hood and take a look, and notice they didn't even bother to add coolant to the vehicle, it has the same old coolant at a very low level that I had it towed in with. I had a small amount with me and only needed to go a handful of miles so I figured it would be fine. Barely made it home and it was overheating again, coolant leaking from the exact same place, so I have it towed back to the dealership.They now tell me the part is not leaking oil and only leaking coolant, so I ask to speak with a supervisor and **** gets on the line. He was immediately interrupting, argumentative and condescending. He refused to take ownership of a single issue and actually said to me, "The details don't matter, we told you the part was broken and you should've paid to fix it."I asked if I could speak with a manager, he said one would call me. I waited a week, nobody called, I've called two more times, nobody answered, meanwhile they've had my vehicle the entire time.

  Business Response

  Date: 12/02/2022

  Complaint #********
  Earnhardt Chrysler Jeep Dodge Ram (EGD) acknowledges Mr. ******* concern. EGDs service
  department worked on diagnosing the issue under the supervision of the service manager and was able
  to diagnose the issue from the multipoint inspection that the oil cooler was leaking oil and coolant.
  After a thorough explanation and being presented a copy of the original inspection, EGD advised Mr.
  ****** to replace the oil cooler and that the leaks were present from both coolant and oil from the oil
  cooler. EGD offered to repair the leaks and **************** kindly declined.
  EGD denies any wrongdoing in this matter, nor could **************** allege, that the dealership has violated
  any laws or regulations. If **************** would like to continue working with EGDs service department,
  please contact them at ************.
  *********************/Authorized Representative of the dealership