Complaints

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

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Kayser Chrysler Center, Inc. has 4 locations, listed below.

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  Kayser Chrysler Center, Inc.

  2303 W. Beltline Hwy. Madison, WI 53713

• 

  Kayser Chrysler Center, Inc.

  2510 W Beltline Hwy Madison, WI 53713

• 

  Kayser Chrysler Center, Inc.

  866 Phillips Blvd Sauk City, WI 53585

• 

  Kayser Chrysler Center, Inc.

  105 Hwy 16 Frontage Rd. Watertown, WI 53094

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:05/22/2025

  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.

  We took our vehicle into the Kayser Collision Center. It was towed there as the wheel had fallen off while driving the vehicle. The Collision Center contacted our insurance company and a claim was filed on the truck. The insurance company was willing to cover everything that was damaged on the vehicle except the wheel hub assembly. Because the wheel hub assembly had just been replaced by our mechanic a week before this incident occurred we were able to get a replacement part delivered to Kayser so that their technician could install the new wheel hub assembly. It was believed to be a faulty part. Upon getting the part installed Kayser reached out to us to let us know that our vehicle was ready to be picked up. We owed $684.69 for the labor to install the wheel hub assembly. When we asked what they charge per hour in labor we were told $189.00/hour. We were billed for 3 hours worth of labor when the industry standard is 2. I called ************** to ask how long it takes per their service manual to install a wheel hub assembly on a 2014 **** F-150 and I was told the manual states 2 hours. When I asked **** with the Collision Center to confirm with the Service Manager that it was 3 hours total of labor and this was for install of the wheel hub assembly I was told by **** at the Collision Center that this was correct. The Service Manager at Kayser **** had confirmed that it took 3 hours. I was told it took longer due to it being *****, corroded & dirty. (Fun fact, this same part was installed a week prior and wouldn't have been *****, corroded or dirty yet.) When I explained that to **** he said he would check back in and ask the Service Manager why it would have taken this long if the part was new. The Service Manager then told **** it took that long because they needed to move the vehicle into the service area, get it set and then start working on it. (Fun fact, they never moved the vehicle to the service area.) We feel we are being taken advantage of by Kayser.

  Business Response

  Date: 05/23/2025

  I have checked into the situation regarding the complaint. After a review of the facts against the complaint I have come to the conclusion that we will indeed agree to the refund of $250.21. I will coordinate with our office and have a check for that amount mailed to the address we have listed in our system.  Hopefully this is a satisfactory conclusion to the situation.

   

  Thank You,

  ******* ****

• Initial Complaint

  Date:09/10/2024

  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.

  Automotive repairs and service. I had them undercoat my truck before delivery and the coated everything from my new side steps that are crome to both sides of the new truck and rim that are crome. The service manager told me I was over doing it and she couldnt see the problem. Took third time going there and multiple people looking at it to find all the problem areas fix the problem. Cleaned the truck to were I could see any more. With all the rude attitude that I had from the service manager before the truck even rolled off the showroom floor on delivery date by the service department manager. Then, when I take it there for its first oil change, they had a parked outside Oil laying under the truck on the ground and up where the oil filter drains onto the frame crossmembers and everything. Since I bought the truck, Ive never looked under the truck completely and I also noticed the transfer case was leaking oil. Which they shouldve found in the multi inspection that they do with the service. So what else did they not do when they did my service because when I look at the air filter box cover, the bugs are still laying in the crevices that are loose so they wouldve dump them out if they wouldve did more than just an oil change and oil filter drop. Are they making people pay for services that are not completely done 100% what people are paying for. They brought the truck and put it on the lift. We looked at it together and she said she was going to take care of it and said sorry people make mistakes, my concern is how many other people are getting shorted and what theyre paying for besides myself. When I talk to the sales representative that sold me the truck he was disgusted in it like its another day same problem always happening.

  Business Response

  Date: 09/12/2024

  Spoke with the customer regarding the issues with both their rustproofing and service oil change. Customer did have a legitimate complaint that we addressed in our conversation on the phone. We will be scheduling an appointment to correct those issues along with repair on a output shaft seal.

  We sincerely apologize for any inconvenience and mistrust this may have caused the customer. I further told him that we plan on correcting not only his issues but this will help us in both training of our staff so it doesn't happen to anyone else.

  Sincerely,

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

  General Manager

• Initial Complaint

  Date:07/31/2023

  Type:Delivery 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 vehicle from Kayser in March. I was told by salesman ****** that he would order touch up paint to fill in the scratches that were on the vehicle. I have been in contact with ****** since that time and each time, he tells me that the paint is on back order. This has been several months, and I still do not have the touch up paint.

  Business Response

  Date: 08/01/2023

  We are in receipt of the complaint by ************ and wish to extend our sincere apologies for the delays she is experiencing.  Our industry has been experiencing extreme supply chain disruptions on many items associated with our business, and unfortunately automotive paint and more specifically the touch-up paint required for Ms. ***** vehicle is among those that are experiencing significant delays.  We certainly intend on making good on our promise to provide the paint to ************, but until it becomes available from our supplier, we are unable to deliver.  If she wishes to discuss alternative means of having her vehicle repaired, we are more than willing to make time to discuss.  Please contact us to schedule a good time.  

  Customer Answer

  Date: 08/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I talked to ****** today, 8/2 and was told that the paint color had been discontinued.  He claims that the service **** notified my husband, which is untrue.  ****** suggested that my husband and I purchase paint through NAPA.  He said they will not take responsibility for a color that will not match, and their policy prevent them from ordering aftermarket paint.  
  
  Regards,
  
  *****************

• Initial Complaint

  Date:05/30/2023

  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.

  Received service (oil change, filter replacement and ** service) on 16 May 2023 at Kayser ***************. Was told an ** evaluation charge ($) was necessary as they could not add coolant to a system until they determined if there were any leaks. I authorized charges - approximately $160.00. Was told by service department that the system was holding pressure and no leaks identified. In addition, the system was charged with $200.00 worth of coolant. On 21 May 2023, ** was no longer cooling. I called the service department on 22 May 2023, was told that their work was not under warrantee and that the system would need to be evaluated for leaks. I had to take the vehicle out of state for one month and asked if they could work with another ***************** group closer to where we had the vehicle and to help mitigate our expenses. The closest dealer Kayser recommended was 2 to 2.5 hours away from me and they were only willing to cover the expense of the leak evaluation. We would be responsible for the repair to the system and additional coolant. I am asking for a refund for the cost of the ** evaluation and the coolant. The ** evaluation as I understand it, was supposed to identify leaks. The coolant was a waste of money as the system no longer cools. I have tried to resolve this with the service department, the service department manager and the general manager. I must now get this resolved with someone out of state.

  Customer Answer

  Date: 06/29/2023

  Thank you for the update.  Can you walk me through the next steps to finality?  

  
  

  I also noticed ********************* is listed in the ************** of Kayser.  Is he somehow connected with the ********* location?  It was in ********* where the work was completed.  

  
  

  Thank you for the clarification on these two items.

  I just heard back from my regular mechanic regarding the AC.  They indicated my AC system has a failed check valve that has allowed all the refrigerant to escape, hence my problem.  This was not identified by Kayser, ********* when I took it in for service.  This further supports my request for a refund for their evaluation and charging the system.  I also wanted to share with you, the individuals I have tried to reach at Kayser Chrysler Center of ************ - Chrysler Dodge ********, www.kayserchryslercenter.com, **********************************************************************, **************.  I am concerned that ********************* may not be getting the messages to the correct person.  Please advise.

  
  

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

  Service Manager

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

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

  
  

  Business Response

  Date: 06/30/2023

  Good Afternoon BBB, 

  I am now in receipt of Complaint ID#********.  Apologies for the delayed response, the emails have been going to an unchecked account at our corporate office.  
  

  I will investigate the claims of **************** and respond as soon as possible, but not longer than 5 business days from today.  Please know that we will expedite this process as I know the guest has been waiting.  

  Please allow me time to circle back with my team and we'll be in touch.  
  
  Best, 
  
  ************************

  President

   

  Business Response

  Date: 07/17/2023

  To whom it may concern:
  
  
  I received your email of complaint ID ******** regarding Mr. ************************************ brought is 2017 Jeep Cherokee in for service on May 16, 2023 for regular maintenance oil change. When **************** arrived for his appointment he added that the air conditioning was not blowing cold air. We rearranged my shop ********* schedule to be able to work this concern in while the vehicle was in. 
  Our diagnostic charge for service is $169.95. The shop ******* inspected the pressures which were low. The next step to an AC diagnosis/inspection is to evacuate and recharge the system, added dye. After the charge, the pressures held normal, and no dye had shown leaking. Sometimes this can take a bit to show up, we ask that the customer come back in a week or so for leak reinspection. This is clearly stated on the customers copy of the repair order. (see attached)
  **************** did not come back before leaving for a trip. When he called I explained the diagnostics and that we noted on the repair order that we needed him to come back to find the leak. I offered that the FREON (not coolant as **************** stated) must have leaked out and he take it to a dealership in the state he was in. I offered to cover the cost of identifying the leak, but not the cost of the repair, as this would have been the procedure had he come back here.
  A couple days later he called to let me know he couldn't get a call back from the dealer closest to him and asked if I would cover the inspect at the local ******** I declined.
  After giving the best suggestion of a dealer, and offering to contact them for him, **************** let me know he was going to reach out to our GM to see if there is anything else he could offer. 
  That is the last time I spoke with ***************** 

  Customer Answer

  Date: 07/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  I called to add the ** work after I scheduled my original appointment.  At that time, and when I dropped of the vehicle for service at Kayser, I explained I was taking the vehicle out of town for a month.  Though the invoice states to follow-up in one to two weeks, no one communicated this to me.  Practically speaking, I could not bring the vehicle back in a week or two as I was literally ***** miles away.  While out of town, Kayser recommended I take the vehicle to a location 2 to 2.5 hours away.  I found this to be unacceptable.  I was told that the Service Manager was going to speak with the General Manager, and I should expect to hear from him.  After several days had passed without hearing back, I left a message for the General Manager.  I never heard back from him.

  Kayser said the evaluation was to identify leaks in the system.  I specifically asked how refrigerant was lost if there were no leaks identified.  The response was that refrigerant is lost, over time, through fitting and connections.  After the service, I lost enough refrigerant in a few driving days for the ** to no longer cool.  I paid for an evaluation that was meaningless and refrigerant that will have to be paid for again.

  Kayser's response will not mitigate my expenses and therefore, is unacceptable.  

   
  Regards,
  
  ***********************

  Business Response

  Date: 07/19/2023

  In the acceptance of a refund; **************** understands that Kayser is not claiming any wrong doing, only customer satisfaction in the amount paid of $350.40 which is the labor and cost of the Freon. 

  Customer Answer

  Date: 07/19/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.

  I appreciate your willingness and efforts to assist me with this issue.  

  Regards,
  
  ***********************