Complaints

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

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  Reedman Toll Chrysler Dodge Jeep Ram of Springfield

  770 Baltimore Pike Springfield, PA 19064-3052

• 

  Reedman Toll Chrysler Dodge Jeep Ram of Springfield

  300 Baltimore Pike Springfield, PA 19064-3631

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:10/01/2024

  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.

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22365747
  
  I am rejecting this response because: That is a complete lie. We never talked to the salesman about a cheaper option. I was the one who pointed out the white jeep compass and said I would take the white because I was told it was the same one I test drove just in white. The salesman let us test drive a completely different car. He never mentioned a word about cheaper options or less features. All the salesman said after agreeing that the vehicle with the power seats. Heated seats, heated steering wheel and black rims was how much would we be comfortable paying. We came in with a certified bank check we already had the amount in hand that we were willing to spend. There were two of us having the conversation with the salesman. Why would I say I would settle for something else when I clearly told the salesman I had a bad back from an auto accident which is why the features I specified were mandatory. In the last 22 years every vehicle Ive gotten has had power seats. I never said I was unhappy with the price of what I thought was the correct vehicle . I said I was unhappy with the insulting price they tried to first offer for my trade in which was 3000 for a 2013 Chrysler 200 with ***** miles in excellent condition always serviced by only dodge.
  
  
  Regards,
  
  ****** And ****** ***
  
  
  
  
  
  
  
  
  ke the white one that was available since it was supposed to have the same features. After hours of filling out paperwork it was dark, I dont drive at night so I got my son to drive the car home. He didnt know the features I was supposed to get so he had no idea it was the wrong car. It wasnt until the next morning when I went to drive I realized I was sold a car with manual seats and no heated anything. We took the car back the same morning only to be told Im sorry you signed the paperwork and drove it off the lot theres nothing we can do. Im stuck with a car that doesnt have the features I was promised. I was deceived into purchasing something completely different. Needless to say our long standing relationship with dodge is over.

  Business Response

  Date: 10/11/2024

  The Customer was initially shown and test drove the vehicle which included the features mentioned.  She was unhappy with the estimated monthly payment and the fact that the vehicle did not have black rims.  The customer was shown a cheaper vehicle that was on the showroom floor with black wheels that would be in her monthly budget.  The customer sat in vehicle and salesman went through the features of the lower priced vehicle and offered a test drive.  The customer refused as she does not drive after dark.  The salesman emphatically states that he thoroughly demonstrated the vehicle and explained that the lower priced vehicle did not have heated seats or power seats.

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

  General Manager

• Initial Complaint

  Date:09/11/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22272589
  
  I am rejecting this response because:
  In the paper signed it clearly states the fan is fine. However, in the response back it now says needs replacing.  There was no talk about payment besides when called and said they fan needed replacing for $1500 which i stated Do not replace. They threatened if $250 was not paid then the vehicle would stay. There was no check engine light on when arriving at dealership. If my fianc did not go to the shop $1500 would have been spent on a perfectly fine fan which is not a little miscommunication. They continue to lie in the response back. 
  
  Regards,
  
  ******* ******
  
  
  
  
  
  
  
  
  d it was recommended to fix it for the jeep to run correctly. I stated do not do the work let me look into this and I asked if I could call back to the same number. He said yes and it is his direct line. I then went up to the dealership and spoke with the mechanic went into the shop. Mechanic showed me where there was debris, stated the fans were not cracked or broken they have scratches from the nutshell that a piece was found but the fan works fine, and ac is fine and there was no code when the car came in. I then was asked to pay $250 for a diagnostic test. Requested the manager who said the service advisor wouldn't have sold parts if not needed and he misheard the mechanic. I did not want to pay but I did as I was lied to and taken advantage of. Also, I took pictures of the fan, and nothing was wrong. They tried to get me to sign a paper saying they recommend a new fan, which was not true. I am asking for the $250 back as I was lied to and potential scam.

  Business Response

  Date: 10/11/2024

  The customers mother brought the vehicle in and was advised up front about a possible diagnostic fee if the condition was not found, or if it was due to physical damage.  She questioned the processes of timing to diagnose and possible charges at drop off. 
  
  Once our shop ******* inspected the vehicle, he found there were stored codes in the system in relation to the engine coolant fan.  Upon inspection, our ******* found debris and surface damage on the fan indicating that something had hit it and possibly caused the fan to overheat at one time setting which caused the light and code to activate.  There was slight miscommunication between the ******* and advisor that led the advisor to believe there was more damage occurred then actual.  The advisor had then contacted the owner of the vehicle whose number was provided and quoted replacement of the fan.  A couple hours later, the customers mother then arrived disputing the diagnoses charges.  The service advisor had offered to show the driver the damage that occurred.  The customer agreed. At that time the vehicle was brought back into the shop and the shop ******* demonstrated and explained what was found.  The recommendation to replace the unit still stands, as it is believed the motor had overheated.  The time to inspect the vehicle and re-test the components was performed.
  
  We acknowledge that there was miscommunication, which our Advisor apologized to the customer for when it was realized.  Our employees are humans, and as much as we try to avoid miscommunication, it does sometimes happen.
  
  Customers mother had spoken to our assistant manager, threatened bad reviews unless we waived the diagnosis fee, due to the miscommunication.   We refused to waive the fee because she agreed to the diagnosis fee when she dropped the vehicle off for service. 

  
  ***** *******
  Service Manager

  Customer Answer

  Date: 10/16/2024

  I have Attached the picture of the payment where it does not say any code. It says debris and it says the fan is perfectly fine. However in their response back they still suggest replacing  the fan which is another lie. I am the owner of the vehicle and the person who went up there is my finance NOT my mother.  There was no talk of any such payment besides when they called and stated how much it would cost to replace the fan, again a lie. At that time i told Then do not replace anything. And if they did i would Have been out $1500 for no reason as nothing was wrong. There was no check engine light on when arriving to the dealership.  I am not agreeing with them and still disputing this as they continue to lie and misguide. As for not paying my finance was told they are keeping the vehicle until payment is given. Therefore threatened to pay at the time or they would keep my vehicle. 

• Initial Complaint

  Date:04/17/2024

  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 booked a service appointment on 4/9/24 to have my 4WD Service required looked at and fixed under warranty. When I got to the dealership they told me they will try to look at it later in the day or the next day which is fine but Thursday 4/11/24 I never got a call so I called the service department 3 times before I got to a service rep who told me they were backed up and will look at it either Friday or Monday at the latest. All while I dont have a car to get to work. Now Monday afternoon I called 3 times til I got some (they never answer the phone) they told me they will look at it today or tomorrow. WHAT? I said I said how about you give me my car until youre ready to look at it. They told me if I take my car now they will put me to the back of the line so here we are Wednesday 4/17/24 and havent heard anything I called 10 times today 10:25am, 10:26am, 10:27am, 10:28am, 10:29am, 10:37am, 10:39am, 10:40am, 11am, and 11:21am. Not one person answered the phone. So now I am stuck without a car and no one will answer the phone to update me on my car. They took my car for a week and didnt even look at it while I couldve been using it to go to work all this time.

  Business Response

  Date: 05/16/2024

  We do our best to get to vehicles diagnosed as quickly as possible, but we can never guarantee when a vehicle will be looked at because it depends on how complex the diagnosis is on the vehicles ahead of them.  Some may be a quick diagnosis, others may take longer and be more in-depth, which is why we give a customers a general timeframe.  Our Advisors typically explain this to every customer, I was not there when this customer dropped off, so I cannot honestly say if that happened or not.  If not, I apologize that he was not made aware of our process. 
  
  Our records indicate that the customer picked up his vehicle on 4/17 and that we are currently waiting on a Power Transfer Unit which is on back order through the Manufacturer.  Once we receive that part, the customer will be contacted to come in to have the part installed.

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

  Service Manager

• Initial Complaint

  Date:03/15/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 scheduled a service visit because my check engine light kept going on and off. I waited about 3 weeks for an appointment. I dropped my car off on February 16th. No one has ever called to give me an update. However I have called at least once- twice a week for an update. Every time Ive called, they put me on hold for at least 15 minutes then tell me the same thing. Theyve said the following; we didnt get to your car yet, we have to wait for the warranty company to look at it, were in the process of trying to diagnose the problem. After about the 2nd week of this, they told my husband they would call us the following day with a diagnosis. They did not. I called a few days later. They finally told me that it was a head gasket but they still needed to wait for the warranty company. It has now been a month and I have yet to get any real answers about my car. Ive spent more than $1,000 on a rental car and I dont see an end in sight.

  Business Response

  Date: 03/19/2024

  Please be advised that this vehicle is not located at Reedman-Toll Chevrolet of Springfield, as indicated in the complaint, it is located at Reedman-Toll CDJR of Springfield.
  
  The vehicle was dropped off on 2/19/2024, with the complaint of the engine overheating.  The vehicle needed to be diagnosed and the engine torn down to find the point of failure before we could submit to the warranty company,  ******, to receive approval to begin the repair.  The customer was advised that this would take some time, due to the shop being extremely busy with powertrain repairs.Approval was given by ****** today, 3/19/2024. Now that we have the approval the customer is entitled to a 10 day rental vehicle through ******, per the terms of the warranty they purchased.
  
  *****, our Service Advisor, has spoken to ************ several times in the last few days giving her updates. ************ has also been advised that the repair may take more than 10 days, but we will do our best to complete it as quickly as possible.

• Initial Complaint

  Date:10/30/2023

  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.

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because I explained to the customer service rep at the front desk that I already knew I needed a battery. I wanted a diagnostic test to see if my bad battery did any damage to my alternator. My 4WD service light was also on. At that moment I should’ve been told my car can’t be diagnosed until a battery is put in, but instead they took my vehicle knowing it couldn’t be diagnosed. Then charged me for something they didn’t do. Now your saying if I bring my car back the diagnosis will be free but at the dealership I was told I would have to pay another diagnostic fee.
  
  Regards,
  
  ***************************
  

  Business Response

  Date: 11/20/2023

  The service tech performed diagnostics to the vehicle, but the diagnostics were inconclusive due to the fact that the vehicle was in need of a battery replacement.  The customer declined the battery replacement. We have since reached out to the customer to see if the battery has been replaced so that we may continue diagnostics at no additional charge.  As of this date, the customer has not replied.  Our intension is to have the vehicle returned, so that we may diagnose the vehicles issues so that we may be able to give the customer the option to repair.   If the customer would like to reach out to me directly, my number is *********************, or ***** at ext ****.

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

  Service Manager

• Initial Complaint

  Date:02/21/2023

  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.

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I purchased the vehicle with a manufacturer's warranty in place as it should cover the issue at hand.  I have no knowledge of prior owners history of the vehicle nor am I able to make contact with the unknown individual.  As a warranty issue, this should be covered.  I have not put even 3,000 miles on this vehicle and I am getting punished for not being to obtain a previous owners maintenance receipts.  As a new owner of this vehicle, with such limited miles driven, a standard warranty should cover the repair.  
  
  Regards,
  
  *********************
  ip and they stated they do not have prior maintenance receipts from the previous owner. The only industry documented oil change was at their sister dealership reedman toll in Jenkintown on 5/14/21 at 17,711 miles. I was informed that chrysler will not honor this warranty repair, even though it is an eligible warranty item under the power train warranty coverage. I spoke with ******* to request the claim be filed under the extended warranty company. He did and was informed they will not cover the claim because it is eligible to be covered under Chryslers manufacturers power train warranty. Chrysler will not cover this expense, due to possible prior owners undocumented oil changes. So, as of now, I am the responsible party to cover full costs of repair despite it being a warranty issue. In five months, I put on 2,698 miles since purchase and had two oil changes, yet being denied coverage of a warranty item. Desired resolution is for work to be covered under manufacturers warranty

  Business Response

  Date: 02/21/2023

  We, as a dealership, have no control over whether Chrysler or the extended warranty company accepts a claim as part of the warranty process.  We have guidelines we have to follow as far as providing documentation to expedite the claim, we can only provide paperwork we have in our system or paperwork provided by the customer.  As the customer stated, we do not have proof of any oil changes from the previous owner, other than the one performed at our sister store. 
  
  ********** did not purchase the vehicle from us, so we have no knowledge of this vehicles prior services.
  
  Our service Advisor, *******,did advise the customer that he should reach out to Chrysler directly at ************ to open a case regarding the issue.  We are not aware if that has been done, but again, it will be at Chryslers discretion whether they choose to offer the customer any assistance.  If Chrysler offers the customer assistance we would be happy to complete the service for the customer.
  
  We would also recommend that the customer reach out to the location that he purchased the vehicle from for assistance.

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

  Service Manager

  Business Response

  Date: 03/30/2023

  As we stated in our previous response, the customer did not purchase the vehicle from us and the warranty coverage is at the discretion of the MANUFACTURER and extended warranty company, this issue has nothing to do with Reedman-Toll.  We once again recommend that the customer reach out directly to the manufacturer to discuss the warranty concern, as well as reaching out to the location he purchased the vehicle from for further assistance.  

• Initial Complaint

  Date:12/21/2022

  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.

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I would like an explanation of the charges. This is a reasonable ask since it took the dealer weeks to research and understand the request.

  It is extremely disheartening that a company is willing to push a customer to another dealership because they are simply questioning the charges.
  
  Regards,
  
  *****************************
  

  Business Response

  Date: 01/02/2023

  Customer had his own components installed in his vehicle at another location and is requesting us to add a sales code which also requires the vehicle and the body control module to be reconfigured. We had advised the customer that we are not aware of components he had installed or if they were installed correctly or if they would work once the sales code has been added and the vehicle is reconfigured.  We advised the customer of our fee to perform his request, and that we would not take responsibility if his components would not work.  

  Jim H********

  Service Manager

  Business Response

  Date: 01/04/2023

  Please see the attachments provided by the customer within this complaint, we have explained to the customer multiple times why we will not warrant the work he is requesting.
  

  The customer has repeatedly referenced online Mopar forums, we do not run our business based on peoples opinions shared in online forums. Our employees are trained professionals who work with the manufacturer daily to assure that work is being properly performed on our customers vehicles.  If we do not feel a repair will work or we will not warrant a repair associated with parts that were not installed by us, we make the customer aware of the situation up front, as we did in this case.

  We value our customers, but if the customer is not happy with the quote provided, there is no obligation to have the work performed by us.  At this point, we feel we have come to an impasse with this customer and recommend taking the vehicle to another service center for this request.

  James H********
  Service Manager