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:05/14/2025

  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.

  Complaint: 23327380
  
  I have reviewed the business' response and am rejecting it because:
  
  Firstly, as previously stated, I had several in ****h conversations with **** *. about replacement motor before I purchased it. He assured me what I bought would work and if any "modifications" had to take place they would simply transfer parts from old engine to new.  Only reason I bring this up is because had **** G called me and discussed anything with me, i.e. engine mounts then not only would I have had them replaced but more importantly I would have expected a higher bill than previously discussed. The fact that I had no idea that my bill had been increased at all shows there was no contact prior to me coming to pick finished vehicle up. I was first told about bad motor mounts then when I came to pick up vehicle. In addition had I suspected any drivetrain issues I would've asked those be addressed as well, as this is my family vehicle used to transport my children in. Also if my motor mounts had been addressed previously before engine was installed then how is it not mentioned anywhere on my final bill when I came to pickup vehicle? ****, who wasn't even at the dealership when the swap was done told me the only thing he has to say "I was contacted" is a note about mounts with a line thru it. Not a date and time or even who supposedly contacted me about the motor mounts. Again its pretty clear at this point I wasn't contacted prior to engine install. 

  Secondly when I returned the vehicle with both the ** and drivetrain problem, I simply stated " Hey I think one of your guys forgot to recharge my ac, and /or hook up something because now my Durango doesn't have ** and its making a weird noise when driven. So again something during my repair was missed and not only that I was charged $160 for them to re-fill the coolant in my ac, which should've been done during engine swap. But also to tell me that my driveshaft carrier bearing was shot. At that point I asked the very same question to **** *. that later **** did to me. That question was how does my driveshaft go from fine to needs replacement that soon. **** *. replied "when they go they go", implying that it was perfectly normal for this to happen, therefore dealership had no liability. However when **** asked me the same question, and I told him that's exactly what I asked and what ****** answer was he dismissed it and said that things "don't just go bad like that, and I had to have known about the issue beforehand".  I informed **** that no as I've stated thru entire process even with a bad engine my Durango didn't make any sounds, knocks, or vibrations in the drivetrain that it now possesses after engine swap. 

  Thirdly, the dealership claims they "thoroughly inspected" my vehicle when I brought it back in initially. However if that was so then why wasn't the motor mounts, rear diff mounts, and my transfer case that are all bad now and have to be replaced not identified then and I told. Especially the rear diff mounts and transfer case, which shouldn't have gone bad so soon since the Durango had barely been driven. However only after I replaced the driveshaft, still had same problem, took Durango back and insisted there was something wrong, these things were finally identified as the reasons for the drivetrain noise ect. Then they labeled the damage as "normal wear and tear, that pre-dates engine swap". No it was damage done by installing the motor on bad engine mounts, which I don't know how that's even possible given that it seems like a certain safety issue, then the dealership trying to do damage control so as to not be liable for the issues they caused. The dealership has shown time and again that things were indeed missed and that there's definite miscommunication within their service ***** At this time I am exceedingly tired of having to continue to fight for simply the right thing to be done. The right thing is for them to fix all damage done to my drivetrain, by their own admission to me, caused by the bad motor mounts. The fact that they simply claim I was contacted and even worse declined the mounts replacement is a lie. I have never contacted the BBB before nor am I one to make issues of things, however I felt forced in this case due to the egregious and fraudulent actions by the dealerships service **** during this entire process. 
  
  Sincerely,
  
  ***** ****

  nsisted later informed *** transfer case needs replaced. Asked to speak to a manager (****). Stated issues not present before engine swap. Told bad engine mounts were possible reason for drivetrain issues. Dealership claims I chose not to swap mounts during install. Informed **** I was never contacted or asked about engine mounts till work was completed and without question would have wanted faulty mounts replaced prior to new engine install. Explained several detailed conversations with **** thru whole process, explaining everything discussed. Was insulted numorous times and told by **** that I was lying and that issues were present before engine swap, that they'd done "free work" to help me out. Dealership denied any liability. In conclusion, someone in the service **** is being dishonest, my engine was installed on bad mounts without my consent. My vehicle now needs $5500 in additional repairs to drive same as it did when initially dropped off minus above stated engine issues.

  

  Business Response

  Date: 05/15/2025

  Business Rebuttal to BBB Complaint
  Taylor Chrysler Jeep Dodge Ram
  Submitted by: **** ********, Service Manager
  Date: May 15, 2025
  To Whom It May Concern,
  My name is **** ********, and Im the Service Manager at Taylor Chrysler Jeep Dodge Ram.
  Im writing in response to the BBB complaint submitted by Mr. ***** **** concerning his
  2012 Dodge Durango. While I was not the manager at the time of his initial engine
  replacement, I have worked with Mr. **** during his most recent visits and
  would like to provide a sincere and respectful summary of the situation from our side.
  Mr. **** initially brought his Durango in on May 3, 2024,with concerns over a check engine
  light and a noticeable engine knock. Upon inspection, our technician diagnosed the vehicle
  with worn rocker arms and a failing camshaft. We presented Mr. **** with three options
  for engine replacement:
  - A brand-new Mopar long block, including labor (approximately $14,000),
  - A used, warranty-backed engine sourced from a reliable salvage supplier weve used
  before (approximately $9,100 with labor),
  - Or the option to provide his own engine.
  Mr. **** chose to supply his own used engine, which came from an all-wheel-drive Dodge
  Challenger. Since this engine was not a direct fit, additional work and parts were
  required to make it compatible with his Durango, including some modifications/parts.
  We were unable to anticipate all needs from the outset, since we would be dealing with a
  motor from another model vehicle and not a direct bolt on replacement motor from the
  same model. The original estimate provided was around $3,000. Due to the increased
  complexity and labor involved, the final total came to $4,289, which included a reduced
  labor rate. We then applied further discounts to bring the total to $3,376.99,in an effort to
  work with Mr. **** and be fair.
  One concern raised by Mr. **** involved the condition and replacement of the engine
  mounts. During the installation process, our technician did note that the mounts were worn
  and should be replaced. Our advisor **** had multiple detailed conversations with Mr. ******** throughout the procurement of the motor and repair, and it is our understanding that the
  topic of the mounts was discussed. That said, Mr. **** maintains he was not made aware
  of the issue until after the fact, and we acknowledge that this may have been a
  miscommunication/misunderstanding on both our parts. We respect Mr. ***** position
  and regret any miscommunication/misunderstanding.
  Mr. **** returned on June 6, 2024 (RO *****), with concerns about the A/C system. We
  found the system slightly low on refrigerant, but also diagnosed underlying issues involving
  the **** housing, blend doors, and actuatorsproblems unrelated to the engine
  replacement. These repairs were offered but declined at the time.
  On August 23, 2024, (RO *****) Mr. **** reported transmission knocks/surges when
  starting uphill or on the interstate drivetrain noise. Motor mounts and rear driveshaft with
  carrier bearing was recommended, but declined. At some point before his next visit, Mr.
  **** replaced the driveshaft and bearing elsewhere.
  On May 12, 2025, he reported continued drivetrain noise. We thoroughly re-evaluated
  the vehicle and found that the motor mounts, rear differential
  mounts, and transfer case all exhibited wear and play, consistent with driveline
  wear that likely predated or developed independently of the engine swap.
  We understand how upsetting it is when a vehicle does not perform as expected, and we
  truly regret that Mr. ***** experience with us has not met his expectations. I genuinely
  apologize for any confusion, breakdowns in communication or misunderstandings that
  may have occurred during the process. Our goal has always been to provide fair,honest
  service, and working with our customers to help find solutionseven when complications
  arise.
  In conclusion, we believe the engine replacement was completed correctly, at a reduced
  price, and consideration for the customers needs and concerns. While we cannot
  take responsibility for pre-existing or unrelated issues that occur outside the scope of
  that work. I do take accountability for my communication and always strive to improve.
  We appreciate Mr. **** bringing these concerns to our attention and thank the BBB for
  allowing us the opportunity to provide our side of the story.
  Sincerely, 
  **** Batchler 
  Service Manager 
  Taylor Chrysler Jeep Dodge Ram

  

  Business Response

  Date: 05/30/2025

  Please see attached letter from our service manager, **** ********. 

  Customer Answer

  Date: 06/02/2025

  Complaint: 23327380
  
  I have reviewed the business' response and am rejecting it because:
  
  
  
  Sincerely,

  At this point in the process I feel as though I'm going in circles. I've clearly stated since the beginning I was not advised about the motor mounts until after the engine was installed. The dealership is maintaining they did. I can't force them to be honest and correct their mistake. I've submitted proof multiple times showing I wasn't contacted. They simple dismiss it due to them not wanting to accept liability.  The fact that I've had to go to these lengths to simply have my vehicle fixed correctly is ridiculous. 
  
  ***** ****

• Initial Complaint

  Date:02/17/2025

  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.

  Complaint: 22952040
  
  I have reviewed the business' response and am rejecting it because:you're wrong it absolutely covers the nox sensor that you stated was an issue. I used a scanner that is not self diagnosis and if it was I was correct. The warranty states it also covers diagnostic fees.  I will never do business with either of you again. Rest assured the new ram 2500 and new jeep grand Cherokee that I am going to buy later this year when 2026s arrive will not be purchased there. If you will be dishonest and take $140 i am not going to give you the opportunity to steal thousands. 
  
  
  
  Sincerely,
  
  *** *******going to cost over a thousand dollars for around a $500 dollar sensor. My complaint is they should have told me that they were going to charge me to tell me what I already told them instead of ********** believe it would be covered under warranty until after they charged me.

  

  Business Response

  Date: 02/21/2025

  Thank you for reaching out to us regarding your recent experience. We value your feedback and take all customer concerns seriously.
  Upon reviewing the situation, we would like to clarify that Chrysler's warranty does not cover the component in question. As per the warranty guidelines,repairs or replacements are only covered for specific parts and defects, and unfortunately, the issue you have self-diagnosed does not fall within the components covered. Please note that self-diagnosis cannot be used as the basis for recalls or warranty claims, as these decisions are made based on official evaluations and guidelines from Chrysler.
  Additionally, our service writer discussed the details of your warranty coverage with you, including the limitations related to this specific component. We understand this may not be the outcome you were hoping for, but we are required to follow Chryslers warranty policy to ensure consistent and fair service for all customers.
  If you have any further questions or need additional clarification, please do not hesitate to contact us. We are here to assist you and address any concerns you may have.

  

  Business Response

  Date: 02/27/2025

  After contacting Chrysler again, we regret to inform you that the component in question is NOT covered. Unfortunately, this is not our decision. Chrysler has made it very clear that the component in question is not covered by the extended warranty in question.  Even though the customer used a scan tool, we are still required to diagnose every vehicle that comes into our shop for warranty related issues.  Although the expense of that diagnosis is required by Chrysler, after discussions with our management team Taylor Chrysler has decided due to the unfortunate situation the dealership will refund the diagnostic fee of $125 plus the 4% fee of $5, totaling $130.00.I have attached the document we received from Chrysler regarding the warranty in question for you to review. 

  Customer Answer

  Date: 03/03/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  *** *******

• Initial Complaint

  Date:10/31/2024

  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.

  On August 8th,2024 I purchased a 2022 Ram truck for $35,900.00. During the negotiations I stated that I only want a local truck and not one from a Northern state. The salesperson stated this truck has only been locally owned and operated. I requeated a ****** report and the salesperson declined to provide one. Then only after I received the title I noticed said vehicle came from ********!I offered my 2016 F150, with a slight miss, as trade in. Based on Blue Book the Salvage Trade In is $3,500.00. The salesperson would not tell me exactly how much trade in value they were allowing me, until after I signed the purchase contract. They only allowed me $1,000.00 as trade in value.I have returned to Taylor Ram several times and expressed my concerns. They treat me in a rude and belligerent manner upon each visit.I would like a written apology and the reimbursement of a fair and equitable value for my 2016 **** F150.

  

  Business Response

  Date: 10/31/2024

  We apologize that Mr. ***** feels he has been treated unfairly by our dealership. However, we do provide an AutoCheck Vehicle History report for every pre-owned unit, which I have attached for your review. The trade value for Mr. ******* 2016 F-150 was mutually agreed upon between Taylor Chrysler Dodge Jeep Ram and Mr. ****** This value was based on the vehicle's condition and the repairs needed. If Mr. ***** would like his 2016 F-150 returned to him, we would be happy to do so in exchange for the $1,000 trade value in cash.