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:12/26/2023

  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.

  Purchased a vehicle on March 4th of 2023 and as of today 12/26/23 I am at a loss of a vehicle because the transmission is failed. The business has failed to acknowledge their wrongdoing and lacked compassion on a vehicle that I currently still have to make payments on. Was informed that a transmission won't be available until June of ****. I currently have a disabled ****** at home and times are hard and have falling on financial hardship which includes not currently being able to buy another vehicle at this time.

  Business Response

  Date: 12/28/2023

  I am sorry to hear that you are having mechanical issues with your vehicle.  I do see that you have purchsed a Service Contract and that is great.  This should provide you coverage on major components to remove the financial burden.  You reference a "wrong doing" I am not aware of any issues.  If you would like to elaborate I am happy to listen.  As you know your vehicle is not in for repairs at our Dealership and I do not have any authorization at the Dealership your vehicle is at.  

  Sincerely, ***********************

• Initial Complaint

  Date:09/12/2023

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Thank you so much ****, for joining in on a solution for the issues I am having with the repairs and subsequent accident that happened on the I-40 as  as result, as I travelled out to ********** this past July. 

  As you may know, I had the thermostat and as a caution the water pump replaced at your shop just prior to leaving for my trip to **********, and as part of my back and forth with your service professional *****************************, he assured me that the axles in the Jeep were not bent when it left the shop. The bent axles were not subtle by the way, as they made very loud noises with the rotors rubbing against the brake pads, and I was not happy driving 300 miles with them to *********, much less ***** miles. 

  When the flexplate broke apart, the pieces locked up the Jeep's drive line completely at a speed of roughly 45 miles per hour, the Jeep then violently sliding all over the road, almost rolling over, till it slowed to roughly 10 miles an hour and freed by the ***** of god and let me coast the Jeep to the shoulder of the road where the tow truck pulled it onto the flat bed out of harm's way. 

  The Jeep would not start again after this, having stalled out electrically in the accident, later to be found that part of the flexplate pierced the starter.  

  As a result, the ******** Dealership had no idea that they would find bent axles on the Jeep, until they road testing it and called me after the initial repairs were complete.  The transmission leak being found after I drove the 300 miles, and I parked in my Mom's concrete driveway.

  My point being that it was only by my paying the Jeep's repair initially, ***** being on vacation that week when calls were made by ******** to Duchess, that these issue were found.  

  Now, I find it hard to believe that in a BBB setting you are stating that "the transmission we provided has a warranty on it", where the leak is obviously as a result of the flexplate failure and violent accident, and not some organic failure, and that I should feel confidence that either ******** or ********* would ask ****** to cover the costs of another new transmission in ***** miles of driving.    

  As a consumer, I am very worried about the difficulty I will have repairing the driveline on my Jeep fully, where only 300 miles have been logged so far, and the  transmission leaking fluid prevents it from being safely driven further.

  It is for the above reasons that I feel ***************** person ********************** recommendation of Stellantis reviewing and investigating all 3 dealership's invoices, and determine a way my Jeep's drive train can "fully" repaired the next time it is in the shop be determined and paid for.      

  Thank you again,

  *******

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  and the starter that was destroyed when the plate broke apart causing the Jeep to lose control in the first place by binding the drive-line. I then drove the Jeep as far as ********* and found that the rebuilt ****** ************ put back in by ******** was now leaking. I have asked Dutchess yet again to take responsibility for their in-correct installation, but they have only offer their estimate of labor once to swap the ************, at just under $1800 so far. My issue with this is that it now being documented that they installed the ************ in-correctly, both West Coast Dealerships aware, I may have to buy another ************ to insure it does not leak putting it back in a second time, as a result that ****** will not warranty their unit once it it out. Ideally, in addition to speaking with ****************** at ******** **************, with now 3 dealerships involved, ******* in ********* doing the fix on the axles for me, that the **************** review this situation in detail.

  Business Response

  Date: 09/18/2023

   Dutchess Chrysler Jeep Dodge Ram  replaced the transmission in the vehicle in question.  It is possible that as a result there was damage to the vehicle. The Customer had a Stellantis Dealer in ********** do the repairs. He notified us of the situation and asked us to pay for the repairs. After reviewing, we agreed and offered to pay the bill at customary rates.  There is an industry standard for each repair that is published in an effort to avoid excessive and unethical charges.  We agreed to pay for the repair in accordance with these industry standards.  We calculated the cost using Pro-Demand guidelines.  Pr Demand is a nationally recognized authority on automotive repair times and standards.  
      The customer has also stated that the vehicle now has a transmission leak.  The transmission we provided has a warranty on it. . To the best of our knowledge the vehicle has not been brought in for repairs and a conclusive diagnosis has not been made.  The Customer requested ********************** CDJR  accept financial responsibility for the repairs before proceeding to have it diagnosed, which we declined to do. He also stated there is a bent axles on the vehicle which we feel have nothing to do with the mechanical failure of the flex plate. At this time we offered $1789.74 which was calculated from the Pro Demand guide and we could not make a decision as to what was going to transpire with the leak as we have not been apprised of the findings of a thorough diagnosis.
  
  

  Customer Answer

  Date: 09/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  It is great for me to hear "I appreciate the manner in which are handling this".  I am doing my best.  To state that I thought I was going to die on I-40 that evening is truly the understatement of my life, and I made myself a promise to myself when I sat by the side of the road then, that I was going to be grateful to even be able to discuss the repair of my Jeep.

  To be honest, I have lost my composure a couple of times in the past couple of months in dealing with this, most notably when I had gotten frustrated with a new ******** rep that I spoke with while *** himself was on vacation, and their idea that if the transmission was no functional when they put it back in, that would just be the case, but that they did not see another way to approach it.  I felt great, aside from the axles, as I drove to ********* after picking the Jeep up.  My heart sank when I saw the puddle of transmission fluid on the drive the next day.

  Yesterday, I sent to *****, ***'s email back with the ******** Invoice as, where I had sent your lower cost balance sheet to him the other day when you attached it here, and noted to him it showing a lower cost overall.  His reply was that the labor rates in ******** are lower than in ************, essentially.

  Otherwise, I feel like you have not got a full idea of what has been spent thus far for me to get the Jeep running to the point it is at, able to be driven up to my mom's from ********* Jeep, but sitting in her garage with a leaky transmission and with the codes still coming up on the vehicles computer still since the Jeep left ******** is my presumption.

  It is this presumption that makes me so strongly wish for the main corporation to go over the whole of the invoices that have been spent on the Jeep thus far.

  Short of that, please know that I have spent just under $3,000 dollars at ******** for the flex plate, starter, and to have the transmission pull and replaced, and there was paid $4,000 dollars at ********* for the rear end work.

  In the 15 plus emails back and forth with ***** at your shop, the other offer I had given him was to take the $1,700 dollars you have offered for installing the original transmission incorrectly, shown on the envoice I sent as mentioned above yesterday, and have you use your dealer connections to have the Jeep ****** back to your shop and you fix it.  It you think a seal will make the leak stop after you pull the transmission out and that the main seal on the engine is fine, then great.  If you can have Jaspar replace the transmission and you do the seal no the engine for good measure then great.  Once it is running again in the same condition that the Jeep left ******** in, I would hope you could look into the codes that are coming up.  I simply feel that the 7K or more I spent on the rebuilt transmission originally did not fix the issue.

  I hope this makes more since to your why I don't feel that I can accept a cash settlement from you as you have offered, because it does nothing really for me to know that I will have a Jeep that I can drive and that I am not simply chasing my tail with this.

  At least if I can have the invoices looked over by the parent corporation, they can give their opinion in a more formal and even binding way.  I have no way of knowing what they might say.  They may say that the alignment pins not put in with the rebuilt unit in your shop mean nothing and that your shop did nothing wrong.  They may say that ******** could have pressure tested the transmission in some way before putting it back in as they did.  They may say that the leak in the transmission and the damage to the flexplate are evidence that the axles bent on the highway when I went from 45mph to 10 miles an hour is what felt like forever.

  At any rate, please consider having my Jeep further repaired in your shop as above, where I don't think it is an unreasonable solution.

   

  *******

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Customer Answer

  Date: 10/03/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:04/17/2023

  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 brought my car to dutchess **** on march 28 bc i had a check engine light then i spoke to service ***************** which he told me i have to keep there i said i cant i work which he told me to come back which i did on april 7 when they gave me a loaner then april 11 comes ***** calls me and tell its not under warranty which he told me it did and they will cover the parts if thats it so i trusted what ***** was telling me then he said it had to go to ******* ** i had to get it tow or pay 500 to get the good will repair i said ill tow it then to find out ******* is not fixing told me i need to pay ***** for a new engine when i heard that i *************** i said u told me its on a good will repair i call today to see what to do and he said oh sorry the district said no i said let me speak to ur manager i spoke to **** and he told me if i put it back what u had ur car will blow up or if u want it fix then it *** work *** not i took there thinking its under warranty and they lie

  Business Response

  Date: 04/18/2023

  I have replied to customer through the email I was contacted from outside of the BBB.  
  I indicated that the vehicle Manufacturer Warranty was expired.  The customer also purchased a Service Contract that has also expired.  Neither the vehicle nor the Service Contract were sold to the customer by ********************** ********** **************************** requested the vehicle be brought to them for any work.  The sekking dealer and/or Service contract company denied any claims as the vehicle is out of warranty.  We at Dutchess *** would like to help and offered to do the repairs at a discounted rate and pay for the tow to Dutchess ***.

   ***********************

• Initial Complaint

  Date:01/05/2023

  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 January 2nd, 2023, my wife, my toddler and I went to Dutchess Chrysler, Jeep, Dodge, Ram, Mitsubishi & Kia, in the aspiration to purchase a new vehicle. Upon arrival at the dealership we were contacted by *******************, a salesman of this location. Upon review of vehicles on the lot, a decision was made on vehicle to purchase. Through the "assistance" of the dealership employees we began the process to purchase the vehicle. Discussions began of pricing, options, etc. *** had promised a certain payment for a duration of 48 months, a payment I was willing to take on. As I did not have my trade-in vehicle with at the time, I had to leave to collect my vehicle. Upon departure of the dealership, within 45 minutes I received a call from the ****************** that there might be some issues with the bank as it was considered a federal holiday and I could finish ancillary paperwork that evening or wait until the morning to get this completed. I opted to complete it that night for a painless process upon vehicle delivery. During the discussions, pricing had changed signifcatly from the agreed price. A good that was offered to myself to seal the deal was also added into the finance charge. I come back to the dealership for the 3rd time to collect the vehicle, where I am given the run around and what should have been a quick process took over 3 hours, and all paperwork was not evidently completed. 1/4/23 ***, had called me stating some paperwork was incomplete, but this time he would come to my place of business to complete this, rather than myself chasing him down, I obliged and completed this requirement, making this a 3rd day of involvement. Now 1/5/23 my vehicle I traded in was never paid for, and the financial institution charged my account for the amount due. I am not allowed to purchase a vehicle without payment, why is the dealership allowed to? *****, should not be allowed to do business in a hap-hazard manner.

  Business Response

  Date: 01/06/2023

  *********************, I m sorry to hear that you were not completely satisfied with your recent experience at Dutchess.  I hope that I can clarify a few things as it appears much was due to poor communication for which I apologize. 

  1/Monday was a National Holiday and the banks were closed to the public.  They did keep their internal credit departments open for dealers but unfortunately their turnaround times were slow.  As noted, ***** did reference such.  

  2/After reviewing the credit approval I can see that you did not qualify for the Banks top interest rate which was used for the payments quoted.  I don't mean to imply you do not have good credit, you do, and the credit decision is not made by the dealership.  You did qualify for a good rate, just not the best rate the bank offered.  The increase in rate was what lead to the increase in payment, not a change in price.  

  3/As I'm sure you know, the paperwork that *** came to your place of work to complete was to get your signature on the check for your down payment.  We understand these things happen and are happy to help, hence sending *** to you. 

  4/Payoff.  I verified our payoff of your trade.  Your delivery date was 1/3.  We processed on 1/4 and sent a check on 1/4.  When we got the payoff for your vehicle we did a get it through 1/12 to allow for mail and bank processing  which is customary.  We had no way to know you had an automatic payment scheduled.  Ultimately you are owed that payment back from the bank.  We can not net our payment as our check was sent as discussed.  These things happen and the bank will be happy to reimburse you for the overpayment.  

  If there is anything I am missing please let me know.  The best contact for me is through email, **************************************.

  Sincerely, ***********************

   

• Initial Complaint

  Date:09/12/2022

  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.

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  vehicle back to Dutchess **** A couple of days later they told me my engine blew and my battery went. They changed the parts on the motor and my battery. I had to pay for my battery about $160.00. My car is finally ready to be picked up 9/9/22 I drive it home and let it sit. My son in law checks it 9/10/2022 and he hears noise coming from the engine. He checks the dipstick and there is no motor oil. We buy oil and add 5 quarts still nothing on the dipstick. Where is the engine oil going? Did the mechanics at Dutchess *** not add any. This is completely unprofessional and unacceptable because I am still under my ******* warranty.