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:08/29/2024

  Type:Sales and Advertising 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.

  The service department here is terrible nobody answers the phone or returns calls after leaving voicemails nobody know who does what on your vehicle havent had my car in over a month got it back and it sounded worse than when I brought it in and they claimed they test drove it several time which had to be a lie I made it down the street before the car sounded like it would fall apart and they had the nerve to ask me to drive it back for them to look over it before they had it towed whole month nobody contacted me told me what they were doing had to pay outtve pocket for tax that they claim my warranty doesnt pay but the vehicle is still there terrible terrible experience where is management no one knows

  

  Business Response

  Date: 09/03/2024

  Good morning, my name is ************************* and I am a sales manager here within the dealership. First and foremost, I apologize for your experience with us and I'm very sorry you are having issues with your vehicle. I can understand how that would be frustrating and inconvenient. I would love the opportunity to have you speak with our service manager ******************* as he may be able to talk with you about your experience. Cars do have a lot of moving parts and sometimes things can happen. Our customers satisfaction is at the most important thing to us. Please let me know what time or day works for you. I can set up a phone call or a in person meeting with the service manager. Thank you for sharing your concern and experience. We look forward to understanding the situation better and working with you to provide a better solution to your satisfaction.

   

  Sincerely,

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

  Sales Manager

• Initial Complaint

  Date:05/03/2024

  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.

  I paid for an extended warranty when I bought a 2016 dodge grand caravan with ***** miles on it. The warranty was for 84 months or ****** miles. I have under ****** miles, and it's been **************************************************************************************** 2016. That is not what my paperwork states. They won't fix it or refund my 4995 dollars I paid for the warranty and the gap coverage, which had the same length of term. I'm assuming they will state that is from the original build date also. Please advise

  

  Business Response

  Date: 05/03/2024

  Good Afternoon *****,

  My name is ************************* and I am a sales manager here with Michiana Chrysler. I have pulled your warranty paperwork and attached it for reference. I am sorry your having problems with your vehicle. I know it's easy to get confused especially since it has been almost 6 years since you have purchased your vehicle with us. We thrive for excellent customer service and really appreciate your business with us. If you look at your contract, the effective date is the date from which the contract starts and the if you look at the expiration box, it states the warranty expires 12/22/2023 which is exactly 84 months form the origination date. It also states it expires at ******* miles or which ever comes first, either the 12/22/2023 or ******* miles. I am sorry to hear there is confusion and I am happy to explain this again in person if needed. My business department is very thorough and we make sure everyone is fully informed of what they are entering into an agreement with as part of our services. We understand by a thorough explanation of finance paperwork, extended warranties or other products we offer is only when we have our customers sign in acknowledgement. The attached is just a copy of the warranty you purchased. These products are 100% up to the customer for purchase. We provide copies of all paperwork for reference. Please feel free to reach out to me with any questions or concerns and thanks again for your business!

  Sincerely,

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

   

  Customer Answer

  Date: 05/06/2024

   I am rejecting this response because:
  The copy they produced was just given to me when I picked my van up. There are no signatures.  On the paper I do have it says nothing like what they're claiming. And mine is signed. I still know the salesman from back then if that means anything
  
  

  

  Business Response

  Date: 05/06/2024

  I respectfully apologize that you will not accept my response to your complaint. Every person receives copies of there paperwork at the time of contracting neatly folded and put into a nice folder with our contact information. I simply jumped into the warranty company website and searched you by the vin number of the vehicle you purchased and downloaded a copy of your warranty. The original you would have signed would be in your possession and the copies of those original documents would now be with the lien holder. I apologize about how you feel about this situation but we have done nothing wrong and at this point I understand you do not agree so unfortunately, we find ourselves in a agree to disagree situation. Respectfully, thank you again for your business and have a wonderful day. Thank you.

• Initial Complaint

  Date:01/19/2024

  Type:Customer Service 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.

  We took Our 2015 Dodge Dart to Michiana Chrysler Jeep on October 18. The cluster went bad. They ordered the part on October 19. The part is still not in. The branch manager, ***, will not return phone calls to help resolve this issue. Service is not returning promised phone calls. They are blaming Mopar stating the order keeps getting cancelled and or pushed back. The vehicle is not drivable without this part. The dealership is not doing anything to help- refusing to contact anyone to see what the issue is and how to resolve this. I was promised again today the part is showing arrival of January 29. If you can do anything to help us I would greatly appreciate it.

  

  Business Response

  Date: 01/19/2024

  We wish to resolve this as quickly as possible. Unfortunately, it is out of our control when we will receive the part needed for the repair. We will continue to monitor and follow up with the parts department on this. We will inform you of any updates as we receive them. Thank you for your patience and your business! 

   

  Sincerely,

  Michiana Chrysler Dodge Jeep Ram Service

  Customer Answer

  Date: 01/19/2024

   I am rejecting this response because:
  We went back to the location after leaving 2 additional voicemails requesting a call back, the vehicle is now being towed to another dealership- recommended by their corporate Dodge office. My son and I left the dealership thinking everything was okay with the vehicle being towed; I received a phone call from the towing company stating the dealership would not release the vehicle due to a payment needed from us. We WERE There in the office for at least 20 minutes, no one communicated anything about a charge. I called the service department again and the woman who answered couldn't believe that ****** did not discuss any charges with us. I paid the amount- just to get the car out of there. Customer service, communication between supervisors and upper management are poor. This could have been paid while I was there, instead I had to send my son back to pick up a receipt (third trip today alone). We still have not heard back from the manager, *******
  
  

  

  Business Response

  Date: 02/08/2024

  The part we needed from Mopar was not able to be ordered. The customer later took the vehicle to another service department at another dealership. The part eventually became able to be ordered and should arrive in the next few days at the other dealership to be fixed. We dedicate ourselves on customer service and are always striving for 100% satisfaction from our customers.

  Customer Answer

  Date: 02/11/2024

   I am rejecting this response because: We will follow up with Michiana Chrysler as soon as the vehicle is completed. We have been overcharged and had to pay an additional amount to replace the battery in the vehicle. Every call I made I requested the battery to be unhooked to avoid this extra added expense. The part was available to be ordered, the dealership did not investigate to learn how the program worked. Multiple calls were made asking for someone to research the issue. The program is an exchange program- the cluster had to be sent in and in turn would be exchanged from MOPAR. Again since October 19 when the part was "ordered" to keep having it cancelled. One, maybe two phone calls would have eliminated all of this wasted time. Again, we will follow up with Dodge Corporate on the charges we paid.
  
  
  

• Initial Complaint

  Date:12/21/2023

  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.

  I bought my Jeep early 2023, It came with a Warranty as well as I purchased an extended warranty. In Aug my Cooling system failed causing antifreeze and oil to get into the engine, I took my vehicle back to Dodge. After having my vehicle for 3 weeks and multiple calls on status with no return call, I am told they haven't even started working on my vehicle because the whole department quit. I started working with another gentleman who said he would look into my vehicle, after another week or so, and calling multiple time with no call back, he said that they were waiting on warranty to approve the parts for the vehicle. They insisted that I had to get new hoses, but the warranty company wouldn't pay for it After going back and forth and getting the run around for a few more weeks, they said I would have to pay for the hoses and that it could be months due to the Strike and i asked how much would it be and they told me it was 500 and I would have to agree before they would start the work. . Because of all of the issues I was having, they said that the hoses be at cost and wouldn't pay any additional labor (as they had to put them back on either way). Now that they have had my vehicle now for more than 4 months it is finally done, they called 2 weeks ago and told me that i owed ****, they said the hoses was 850, 130 for a battery that I didn't approve and was working when I dropped off the vehicle, and ****+ for labor and taxes, I told them that was not what I was quoted and they said that I don't anything in writing so the qoute given was null and void, I asked to speak to a manager, and never got a call, even after calling back multiple times in the 2 weeks, Today I went into the shop and now they are charging me 2380,now ,the hoses are 650, no battery and ****+ for labor, they said that the person who quoted me the 500 is no longer there. Again, I have reached out multiple, left messages for a manager with no one calling me back.

  

  Business Response

  Date: 12/21/2023

  We are very sorry. Please call ************ and *************** Director ******************* or Sales Manager ************************* to discuss your situation in Private. Thank you. Have a great day!