Complaints

This profile includes complaints for Poage Chrysler Dodge Jeep's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Poage Chrysler Dodge Jeep

  900 Clinic Rd Hannibal, MO 63401-3614

• 

  Poage Chrysler Dodge Jeep

  PO Box 391 Hannibal, MO 63401-0391

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:12/24/2024

  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.

  In September 2024 I went to get an oil change. They damaged my driver door panel on the inside and ****** informed me they would fix it. A couple weeks later we were informed the part was in. I was read ended so we did not go right away due to it being in another shop. We called once we got my vehicle back to have the panel replaced. We were told to come in anytime, it's a 5 minute job. They now are claiming to have lost the part and it's on back order per ****. They never looked for my part, they decided that because it's Christmas eve and they close in less than 2 hours. I was also ignored by **** after asking about the part again and how he knew it wasn't there if he never left his desk to look or look at the computer. They damaged my vehicle and are not fixing it like they said they would on their own now.

  Business Response

  Date: 01/10/2025

  To whom it may concern;

  In response to complaint # ********:

  The owner on file of the vehicle in this case is ******* *****.

  On September 26, 2024 the vehicle was brought into our service department to have a recall completed.  During the completion of the recall the drivers side kick panel was scratched, at that time we ordered a new replacement part.  

  On November 5, 2024 our service advisor, ****** ******, called Mr. ***** to advise the part had come in and he could stop by at anytime to have it replaced.  

  On December 24, 2024 our service department did a ******** & filter change on Mr. ***** vehicle, at that time we were going to install the previous damaged panel.  Unfortunately during the time of the oil change **** in our parts department could not find the replacement panel.  We informed Mr. ***** and *** ****** that the part could not be located at that time, the only resolve would to be order a replacement, which we did.  We also informed Mr. ***** and *** ****** that the part was on national back order so we did not have an estimated time of delivery for the part, this seem to upset *** ****** and this is when she said she was going to report our dealership to your agency.

  Soon after Mr. ***** and *** ****** left after the completion of the oil change on December 24, 2024 the panel was located in our parts department.  Our parts personal and our service manager inspected the part after removing it from the protective bubble wrap it was shipped to us in from **********, they noticed a very slight scuff **** on it.  The service manager. ******, contacted Mr. ***** that the part had been found, telling him that it had a slight scuff on it.  ****** invited Mr. ***** and *** ****** to return to the dealership to inspect the panel and we would immediate install with their approval, *** ****** said during that phone call that they would wait for the new part, that we previously stated was on national backorder.  The reason we invited the Mr. ***** and *** ****** to look at the slightly scuffed replacement part is the area that is scuffed would be hidden by the seat and not visible, we wanted to be straight forward and up front with the customer, and we completely understand their decision to wait.

  As far as an explanation, which is not an excuse, of why **** could not initially find the panel: the panel is larger than the stocking bins we normally keep parts in, so it was placed in a different area than normal.  Also, **** was not employed in our parts department when we initially received the panel from Stellantis, so he did not place the panel at the location it was found.  **** nor anyone at our dealership would intentionally try to deceive a customer, we would have no reason to hide a special order part that only cost us money to keep is stock.

  In closing; I would disagree with *** ******** claim that we "are not fixing it like they said they would on their own now".  As previously stated, Mr. ***** and *** ****** were offered to inspect the scuffed part and they elected to wait for a different panel to arrive, which the knew was on backorder and currently still is, with no estimated time of arrival.  

  The resolve in this case will be to notify Mr. ***** when the backordered panel arrives and have it installed in a reasonable time soon after.

  Respectfully,

  **** ******

  General Manager

  Poage Chrysler Dodge Jeep RAM Fiat

  Hannibal, MO 

• Initial Complaint

  Date:01/31/2023

  Type:Product 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 a new Dodge Ram in September. The engine locked up on December 18th. I contacted them, the truck towed there. The dealer is blaming it against Chrysler. The truck is still at the dealership--sitting there 45 days. I have called the manufacturer and I've had 5 different case managers. They say that they will replace the vehicle but now I'm getting the run around. The dealership wants to replace the motor but the motor is on back order.

  Business Response

  Date: 02/08/2023

  To whom it may concern,

  In response to the complaint about our business, ***** ******** ***** **** *** ****, I would like to provide what knowledge and a timeline we have concerning Mr. *********s issue with his 2022 RAM 1500.

  December 19, 2022: Mr. *********s 2022 RAM 1500 was towed to our service center, Mr. *********s stated the vehicle shuttered and died when going out of reverse into drive, smoke was rolling from under the hood, also stated the smell of burning wire.

  December 28, 2022: Our technician diagnosed the issue as a malfunction with the stater, as it had visible damage to the unit itself and wiring attached. A new Mopar stater was order, this repair covered under the manufacture warranty.

  January 6, 2023: The new starter has arrived and installed on the 2022 RAM 1500. Unfortunately this did not resolve the issue. Our technician then determined that the engine was locked up, which assumingly caused the original

  issue of drivability and the burning wire smell. The next suggested repair to correct the issue would be to replace the engine.

  January 9, 2023: Mr. ******** contacts ********** customer service disputing the resolution, asking for a buyback/lemon law request.

  January 16, 2023: Mr. ******** comes to the dealership, speaking to myself, **** ******, to state he is getting the “run around” from **********’s customer service team. He demands a refund from the dealership for his purchase, I then explained to him that contacting ********** for repair was the appropriate call of action. I offered, and did call into Chrysler customer satisfaction center at that time to help express Mr. *********s concerns, hopefully expediting the engine replacement claim. The associate I spoke to escalated the case to her superiors, the Enhanced Customer Satisfaction team. I was then told they would call to speak with our service manager with questions and details they needed for the case, which they did. They asked we provide scans, ecu details and vehicle health reports for Mr. *********s 2022 RAM 1500, which we did.

  January 19, 2023: ********** ****** **** advisor communicated with our technician to discuss the case; the dealer tech stated he would advise what the next step would be.

  January 26, 2023: ********** ****** **** advisor communicates with our advisor that a new engine assembly is on order at this time.

  January 30, 2023: Communication from Sellantis that the ETA of a new engine assembly is February 2, 2022. Also, on this date Mr. ******** came into the dealership sales department to speak to myself to express his dissatisfaction of Stallantis’s resolve of the problem and the “run around” he is receiving from them. He also states to me that we (the dealership) have done nothing to help him in his case. I stated to Mr. ******** that I understand his frustrations,

  however we are doing everything we can to help him get his RAM truck repaired. I reminded him that I personally called ********** during his first visit to me on January 16, 2023 and our service manager and technician have also been communicating with **********. He told me that he was told from a ********** customer satisfaction agent that the engine assembly was back-ordered and we would not be receiving it in the near future; at that time, I communicated with our dealership parts manager, he tracked the engine and confirmed that it would arrive on February 2, 2023. I then reassured Mr. ******** of the engine assembly status. This did not satisfy Mr. ********, he again demanded that we trade him even for a like model RAM truck or refund his money he paid for the truck. I explained that would not be possible for the dealership to do as it is a product that is titled and is now considered a used vehicle. Again, Mr. ******** brought up the lemon law/buyback; I suggested that he wait until the repair was completed and if there were any continuing issues to seek the lemon law action. I did tell Mr. ******** that the lemon law information was included in the owner’s manual packet given to him at the time he took delivery of his new truck.

  Later that day Mr. ******** contacted me by phone, he asked for an estimated value of his 2022 RAM, he stated that he spoke to ********** and they needed the value to start a buyback claim. I provided Mr. ******** the JD Power Retail value oh his RAM truck, I did tell him this was a retail value not a replacement/trade in value. This was the last communication that I have had with Mr. ********.

  February 2, 2023: The new engine assembly arrives at our dealership.

  February 3, 2023: Our service technician contacts ********** to advise them the engine has arrived and the installation is estimated to be completed by end of the following week.

  February 6, 2023: Our service technician begins the replacement of the engine assemble, the estimated completion is still February 10th, pending any unexpected delays.

  My response: I believe this is an unfortunate situation for Mr. ********, as I have stated to him in our previous conversations. However, I do not believe Mr. ******** warrants complaints about our dealership, as we have done everything possible to satisfy his dissatisfaction and to service his 2022 RAM truck. I believe it is Mr. *********s goal to receive his money back or have ********** buyback of his truck, even if and when the engine repair is completed and the truck is in good working order. I cannot comment on Mr. *********s statements concerning the number of ********** case managers or getting the “run around” from ********** as I have not been, nor anyone from the dealership, involved with the communications between Mr. ******** and **********. I hope the service we provide by replacing the engine assembly will satisfy Mr. ********, resulting in his belief we are a dealership that strives to provide great customer satisfaction.

  Please feel free to contact me with any questions or concerns in this matter.

  Sincerely,

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

  Customer Answer

  Date: 02/09/2023

  ********** ********
  
  
  
  I am rejecting this response because:

  As I somewhat agree with the timeline presented on the interactions that Mr. **** ****** from ***** listed in his response, what I do disagree with is the times that I did not receive communications from the dealership************ 
  When my truck was hauled into the dealership on December 18th, I immediately contacted ***** ***** who sold me the truck to inform him of the problem.  I was told there was nothing he could do to help me and to contact the dealership the next day.  I did just that.  I went into the dealership for help.  Right off the bat I was told that my towing services would not be covered since I didn’t call the emergency number listed in my owner’s manual. I was told by ***** ***** to call ********** ***** (a local company for assistance). The dealership told me on the morning of December 19th that I would have to call Chrysler if I wanted to be reimbursed for my towing service.  I was also told on December 19th that the mechanic at *****’s was incredibly busy and would get to me when he could.  I messaged ***** ***** again on December 22nd for an update.  I was told that it would be at least the first of the year before my vehicle could even be looked at and that there were several other people with vehicle issues that they were tending to and that I was not their only customer. It was 10 days (December 28th) later that my truck was finally looked at by a mechanic.  I did check in, but I did not speak to Mr. ****** for well over 30 days on my truck as I was originally working with the service manager, ****. In fact, it took me calling the owner of the dealership to receive word that my truck was finally being looked at on December 28th.  I was told that they could not get me a truck to use until they knew the diagnosis of my own truck, they offered me the advice of renting a vehicle from a company in town and that perhaps Chrysler would reimburse me.  After some going back and forth, I was finally given a dodge dart.  I bought a $56,000 truck brand new and was given a cheap dodge dart with no working heat in its place. I still currently have the dodge dart in my possession.  I bought a truck because I needed it for my line of work and not much has been done now going on 8 weeks.  During this time, I repeatedly reached out to ***** *****, and every time the response was, we can’t help you, you're not the only one we're trying to help right now.  In fact, it was ***** ***** that recommended I reach out to **********, as the correct next step to do.  I checked with other dodge dealerships in the area and was told that it is the responsibility of the dealership to fix this mistake, and not **********.  I did write my check out to *****, not  **********.  After day 20 (January 6) the mechanic was able to attempt a repair to my vehicle. Unfortunately, this was not the main cause of the vehicle failure, and we were back at square one. When they attempted to turn on the vehicle, the engine locked up and the vehicle was completely smoked out again. 

  Approximately thirty days after the initial event, (January 16) I went back to *****’s since this qualified me for the Lemon law. There was no file on record stating that *****'s had ever spoken to **********. After that discovery, this was the first time I ever spoke to Mr. ****** regarding what my options were on either a buyback or a replacement vehicle. This was when I asked Mr. ****** to call on behalf of the dealership because I as the owner of the vehicle was getting the runaround from several case managers at **********. This was the only request that I could get Mr. ****** to assist me on everything else, I have done on my own resources.  
  A lady named ***** did reach out to me and was very helpful. On January 30th I returned yet again to the dealership to meet with Mr. ****** for an update and he informed me that he could not help me and that it would be up to ********** to assist me since I reached out to them, even though I was informed by *****’s sales team to call **********.
  From January 6th to February 6th, my vehicle once again sat idle with nothing done to it, but I still continue to make the make and pay the insurance for something that I cannot use.
   It’s sad the dealership is willing to take my money and sell me a product but refuses to help or fix things when they break. This dealership wanted to pass the buck on to ********** and wash their hands of me instead of trying to help their customer. The dealership was not willing to search for another vehicle to trade or not willing to refund me my money for the truck.  My multiple case managers at Stellaris informed me that the dealership should have in fact done both, search for a new vehicle to replace mine or refund me my money.  This has certainly been a cat and mouse game.
  
  
  
  
  
  
  
  
  
  **********
  
  ***** ********

  Business Response

  Date: 02/17/2023

  February 13, 2023: Mr. ******** came to our dealership to pick up his 2022 RAM 1500 with all repairs completed. He spoke to **** ******** ******* *******, during that visit, no complaints have been received since.

  Thank you for informing us of Mr. ********’s response, we do everything possible to assure the best customer experience here at Poage Chrysler Dodge Jeep RAM. However, we do understand that when a customer has a service issue on a vehicle, they may become frustrated and we are usually the one that the complaint falls upon. We have taken Mr. ********’s complaint seriously and believe we have provided great customer care and service.

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