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:02/10/2023

  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.

  The touchscreen in my jeep has begun to separate in both top corners as well as there is a line behind the screen that looks like a crack but there are no impact points. This was diagnosed as factory defect by ***************** on 02/01/2023 but my Jeep is under factory warranty they referred me to Pat Clemons on 02-02-2023. They attempted to state I damaged my own radio although there ARE NO IMPACT POINTS or any other signs of neglect on my vehicle. I got FCA involved and they replied back to me today because Pat Clemons told their specialist it was "outside influence". This was all after speaking with ***************************** and the service manager ******, both of which assumed I know nothing about vehicles, only after telling them that I have been in the business for over 15 years, then and only then did they agree to escalate and I even told ****** on the phone that now that they have treated me like this I knew they would do what they could to not get this done as they have a reputation of being ***** and in this business these guys hate being told they are wrong and in this case they are wrong. Upon contact, I have the repair orders stating this is clearly not damage done by myself or anyone else.

  Business Response

  Date: 02/10/2023

  This is such a confusing complaint and I apologize to the BBB for having to waste time on this.  If this person did not like or agree with the diagnosis, why didn't they just take it to another Chrysler dealer and get a second opinion?  There is actually another Chrysler dealer closer to them than we are.  If I go to the doctor and don't like their diagnosis, I don't call back and yell at the doctor, or even complain to the BBB, and I definitely don't threaten that the company I work for might quit doing business with us because of their personal vehicle -- I go to a different doctor to get a second opinion.  We appreciate the fact this person feels they have knowledge since they've worked in the auto business, but they are not a Chrysler Master Technician, and our Chrysler Master Technician diagnosed a deep crack in the middle of the radio from top to bottom; they just don't crack the entire length of the radio at ***** miles without an impact. The reason it is peeling is that it is pulling the sides because of the crack and bowing out on the sides.  

  What this person does not understand is that when we do warranty jobs like this, especially without prior authorization, when we send the radio back to the factory (which is required of us), the factory does inspect it.  If, in their opinion, it was not a warrantable item, the factory charges us back full amount for labor and parts.  The factory has sole discretion and decision making authority, there is no appeal process once they have ruled.

  Our service manager actually spoke to Chrysler on the phone earlier this week on Monday and they indicated they were not going to cover.  This person does have an "extended warranty" (service contract) and is encouraged to see if that will cover it.  Although, just FYI, if they feel there is anything suspicious, they will deploy and inspector to inspect the vehicle in person.

  Again, this person is free to do business with whomever they choose, we are not sure why they feel like they can force us to make this happen.

  We wish them well, and we hope the job gets covered.  We don't wish ill-will on anyone.  We want all the service work we can find, and we're pretty good at it -- that's why so many non-Chrysler dealerships in our area send their cars to us.  We are not in the business to turn business away.  Technicians get paid when do repairs, they don't get paid to turn work down.

  Customer Answer

  Date: 02/13/2023

   
  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.
  
  Sincerely,
  
  *************************