ComplaintsforCrowley Chrysler Jeep Dodge Ram

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought my 2021 **** ***** ******** for service every time I brake the car would shake a lot. This isn’t my first time brining it in for this problem first time they did an alignment on the car next they did rotors after the 3rd time me brining it there saying nothing was wrong. Now I brought it back yesterday and now I need brakes and rotors again which I just had rotors a year ago. Now the service manager told me my car would be ready by this morning and it’s now 11 am and there no tech working on the car as of now. I am very displeased with the service I got from Crowley I will now start going to another **** business to get my car serviced I am not happy and I have work at noon! I don’t think it should have to pay for brakes and rotors when they told me numerous times the **** was fine. I want store credit or my money back!

  Business response

  06/17/2024

  This BBB complaint had not reached us in a timely manner as it was directed to a former employee's mail. We have reached out to the customer and have not heard from him at this time. The Service Manager has reviewed the history and would like to hear more from the customer to determine action and/or resolution.

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought ****** ********** in to be serviced back in September of 2021 to be service manager back hatch, the service member lied and said “you have to bring the car back to the ****** you bought it from in order to be serviced and covered under warranty” the original dealership is over two hours drive so they “reset” it and said it should be fine. A few months later after calling the original dealership and finding out we were lied to and it could be serviced at any ****** we brought the car back to be fixed as it is a safety issues. Now being told warranty is up and I would have to pay $1400 in pasts and $255 in labor to have it fixed. Although had they not lied and serviced the car when I originally asked them to service it it would have been covered. I feel this was intentional to get money out of costumers and I tried calling corporate but they don’t get involved in the case because each dealership is independently owned and operated and I feel that the dealership is responsible to rectify this, if they would have addressed the issue instead of lying the first time about not being covered it would be fixed. Instead it’s a safety hazard to my family as the door is heavy and not properly working but now I can’t afford to have it fixed. Bad business they should have fixed the hatch originally while it was covered instead of lying. Thank you for taking time to review this complaint.

  Business response

  08/30/2022

  As already noted by the customer, the ********** was brought in to our dealership in September of 2021 for a rear door hatch concern/issue. We diagnosed the vehicle and performed a routine "Manual Re-Learn/Reset" function which remedied the problem. We didn't charge the customer, not did we utilize any type of warranty to obtain payment....ie, This was a goodwill repair despite not having purchased from us. After this repair, we did not see the customer for several months until they had a tire concern which we addressed and repaired.  No additional complaints were made, especially, anything related to the rear hatch issue. Fast forward to August of 2022, the customer brought their vehicle in for 3 separate issues, one of which was the rear hatch. We determined it needed additional parts (that weren't originally needed). In this case, the warranty would have to be utilized, however, it had expired. We provided a quote to repair and once again waived all diagnosis fees to appease the customer. We also provided the option for them to return to the originating dealership, none of which was acceptable. Instead, threatening comments were made and a complaint filed with the BBB.  Crowley ****** followed standardized protocol and did not lie about anything. We are in the business to sell and service vehicles. When we repair vehicles, the business makes money, regardless of where the payment comes from (ie, the customer or a warranty company). Feel free to email or call with any additional concerns/comments - Jason C F******* ************************* ************ *** ****

• Initial Complaint

  08/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had my transmission done at Crowley Nissan on/around April 15th of 2021 and 13 months later in May of 2022 I had a near death emergency after the transmission suddenly stopped working jolting my vehicle towards oncoming traffic. This is the 3rd transmission the vehicle needs. The first was at approx 30k miles on the vehicle, the next was last April when the vehicle had 61k or so miles and in May when the vehicle just passed 86k miles. IM DESPERATE FOR HELP and Nissan refuses to help in any way. I still owe 18k on my car payment and the vehicle cannot even drive. Crowley refuses to work with me now and corporate Nissan will not get involved. This entire situation has caused me extreme trauma and sorrow.

  Business response

  08/02/2022

  Mr. ******** did not purchase his vehicle from Crowley Nissan and/or have the "first" faulty transmission repaired by us. We repaired the "2nd" transmission with goodwill assistance from Nissan corporate seeing the vehicle was out of factory warranty. More than a year and 20k miles later, Mr. ******** wanted us to complete an oil change only for us to realize that there as an "apparatus" that wouldn't allow us to start/drive his vehicle under normal circumstances. We explained our position to Mr ********, however, he didn't like our response. He also wanted us to "diagnose" the transmission again, however, the dialogue and conversations at this point had become hostile. In addition, there were many vulgarities directed towards multiple staff members which forced us to deny doing business in the future. Shortly thereafter, Mr ******** took his vehicle to another Nissan dealership and also took to social media where he expressed his discontent with Crowley Nissan. He also expressed his happiness with this "Alternate" dealership so we are confused as to why he his now choosing to continue his relationship with us. For the record, we have suspicion that his interactions with another Nissan dealership yielded the same results, hence, maybe why he's looking to return to Crowley Nissan. In conclusion, I've made an executive decision to not engage any further and terminate the relationship. He can choose to reach out once again to Nissan corporate, however, his vehicle is out of warranty. His obligation to the bank needs to be handled by him...period! Sincerely, Jason F******* - Executive Manager
  

  Customer response

  08/02/2022

  
  Complaint: ********
  
  I am rejecting this response because:it’s quite honestly offensive to deal with “professionals” that act as if they’re characters. It feels disgusting that a hack job can be completed and then the business tries lying to cover up. I don’t have anything in my vehicle. I INQUIRED because I had to select which vehicle would have the device on it. They’re horrible. 
  
  Sincerely,
  
  **** ********

  Business response

  08/02/2022

  Offensive??? Your comment(s) about being "Professionals" is just that! Characters????? Crowley Nissan has been in business for over 50+ years by taking care of customers.....our reputation speaks for itself. In some cases, yes, we have to tell customers what they don't want to hear which is what usually starts the verbal altercations. In my "professional" opinion, there is more to the story that is not being told, and it isn't on our end. Mr. ******** was out of warranty at 62k miles and now at 86k+ miles....period! He drives a tremendous amount of miles (12-15k above the national average) which may have something to do with the issues he is encountering. The comments made that "the car hasn't been right and should be able to walk away w/ no payments" has nothing to do with Crowley Nissan, hence, he should seek help from the originating dealership. Nonetheless, we have chosen, based on all the events that have transpired, to terminate the business relationship and recommend he service his vehicle at an alternate Nissan dealership (maybe ********** as he had mentioned online). It doesn't make sense to go back and forth and/or do business together, especially at a place that has been deemed in Mr. **********s' words as "horrible". Please refrain from any further communication as I, or any member of my staff, will not be responding. Jason F******* - Executive Manager

  Customer response

  08/02/2022

  
  Complaint: ********
  
  I am rejecting this response because:there is no resolution and the people who are in charge are NOT true professionals. I’ve dealt with extreme amounts of issues with their location and intend to have it remediated as such. 
  
  Sincerely,
  
  **** ********

• Initial Complaint

  06/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 2020 I purchased a used car from the dealer. With the used car they had me pay for an extended warranty. On May 20,2022 I traded the car in. Prior to that pn may 17, 2022 I called to cancel the warranty and get a pro rated refund. The dealer has not returned my 5 phones calls when I call for an update. I've left 4 messages with Phil and one message with melony I believe her name was. All have gone unanswered. I'm seeking my refund as it's been over the 30 days I was told by the company.

  Business response

  06/23/2022

  Attached are copies of the warranty cancellation refund for ******* *********.  The refund check from *** was dated June 2, 2022.  A refund was sent to his Financial source Chrysler Capital as they require all refunds be sent directly to them and they distribute the refund to the customer as long as there are no outstanding balances. We are sorry for the delay but we have processed it on a timely manner.  He should be receiving his refund from Chrysler Capital shortly. The matter is closed as far as Crowley is concerned as we are unable to assist any further. Regards.

   

  Tom M*****

  V.P./Operations Manager

  Customer response

  06/23/2022

  
  Complaint: ********
  
  I am rejecting this response because: the car wasn't financed with chrysler capital at the time of cancelation. The car was paid off in February 2022. If the dealer bothered to return phone calls they would know that. 
  
  Sincerely,
  
  ******* *********

  Business response

  06/24/2022

  Our office never received a call from the customer – and the records we have on file state Chrysler Capital as the lienholder – if the account is paid in full Chrysler Capital will refund the customer.  The customer cancelled directly with *** and never provided the Dealership with any payoff documents for cancellation requests.  We followed the protocol we have set in place for warranty cancellations. Once again, the matter is closed as far as Crowley is concerned.

   

  Tom M*****

  V.P./Operations Manager

  Customer response

  06/24/2022

  As you can see from the attached screenshot I have made multiple calls to the dealership. I have spoken to chrylser capital who has not received any payment. That is as of June 24th at 614pm.

  Business response

  06/27/2022

  The check cleared our account today.  The matter is closed as far as we are concerned. We will not be responding any further.

  
  

  Tom M*****

  V.P./Operations Manager

  Customer response

  06/28/2022

  
  Complaint: ********
  
  I am rejecting this response because: as of 1314 hours on June 28th 2022 chrysler capital is stating there is no refund associated with my account. They are requesting a dollar amount so they can look into the matter further.  I told them I would reach out to the dealer and find that out for them so we can attempt to lay this matter to rest.  I will mark it resolved and stop it from being a ding on the dealer rating once this matter is resolved.

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

• Initial Complaint

  01/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 6, 2021 I paid $69.63 for a battery test & $129.99, total $199.62 for a new battery with a 3-year warranty. On Sunday, November 7th in the evening I had a work dinner to attend. My car would not start. I called ***. They did a battery test & said it was a bad battery. They did not have that specific battery, but jumped my car. I drove to Auto Zone & they replaced the battery at a cost of $196.13. I have been a customer of Crowley Nissan for many years. When I brought the car to them, they kept it there all day & overnight & told me, no, it wasn't the battery; it was the "stop light switch & sub-harness" at a total cost of $1,331.82. When I asked about the battery warranty, I was told, oh, it wasn't the battery so go back to Auto Zone. Really? The car would not start, it was a Sunday night. When they replaced the battery, it started. And comparing ***'s guy in the truck being at my house for an hour to Crowley Nissan having the car in the shop for 2 days is comparing apples & oranges. All I know is I'm the consumer who's had to pay for two batteries in six months AND an expensive repair on top of that. Crowley Nissan warranteed the battery, the car wouldn't start & required a jump. As it happened on a weekend evening when Crowley was closed, I did not have the option to drive the car to them & had to solve the problem immediately so I had a car. I have a good relationship with Crowley, I just would like them to make good on the warranty & refund me. Thank you.

  Business response

  01/07/2022

  What exactly is Mr. Cleary looking for as far as resolution? Restitution? We have made attempts to contact him, and he has not returned any of our phone calls. We are looking just to have a conversation with him and discuss the situation. As far as what he had performed, and agreed to, as a repair facility, we did nothing wrong. He authorized all repairs, and as far as his battery goes, he elected to have it replaced OUTSIDE the facility and pay for it instead of going back to the originating dealership (us) for any warranty concerns. Had contact been made the next day and/or within a reasonable amount of time, we could have warrantied the part, providing it fell under Nissan parts warranty guidelines. Please reach out to any member of our team for further assistance....John H**** (Service Manager - *** ****), Josh M**** (Asst Service Manager - *** ****), or Jason F******* (Executive Manager * *** ****). Our phone number is ************* Sincerely, Jason F******* - EM

  Customer response

  01/07/2022

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

   

  I am requesting a refund of $297.22. This represents the March 6, 2021 costs of the battery ($199.62) plus labor (based on the invoice of that date labor of $692 on a total invoice of $1,718 is 40%, therefore $79.85) plus tax.

  My car wouldn't start Sunday evening, November 7th. The dealership isn't open then. If it were, I would have brought it to them. I live alone & need my car, I had missed a work dinner & couldn't afford to miss hours from work the following day or worry if the car was going to start when the dealership opened.  *** showed me the indicator that the battery was the problem. They did not have that particular battery, jumped my car & I brought it to Auto Zone. They put a new battery in, they kept the old battery. I brought it to Crowley on November 16th, which had been a scheduled visit. Between the 7th and the 16th, the car ran fine. I discussed the problem with Josh. The car was kept overnight & they arranged a loaner. When I went to pick up the car, that's when Josh told me, it was 'not the battery.' When I mentioned about it having to be replaced, he asked if I had the one Nissan installed & I told him that Auto Zone took it. I asked about the warranty. He said I should go back to Auto Zone.  I read that as, no, we're not honoring the warranty. It also made no sense. So, I go back to Auto Zone & say Nissan isn't honoring the warranty on their battery. Even though the car wouldn't run with their battery & it ran with the one you put in, it's not Nissan's fault - it's yours.  

  I have been a loyal customer of the dealership since I bought my car a decade ago. Josh has always been very professional. I would just ask Nissan to honor the warranty. When I tell people I paid for two batteries in six months, not one person thinks that's reasonable. 

  Thank you for your consideration. 

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

  Business response

  01/10/2022

  Having been in business for more than 50 years and having an accredited rating with BBB, Crowley Nissan feels we have done our part to ensure this transaction was handled properly. While we understand your concern and complaint regarding the battery on this service, we feel that in our position, we will be declining the request for a full refund. Under normal circumstances, your battery, had the vehicle either been towed or driven in, and pending an inspection and failed battery test using Nissan testing guidelines that is required regarding warranty, the battery could have been warrantied. However, our testing performed by our ASE certified master technician shows that the no start concern was caused by a faulty brake stop switch assembly, not a battery concern. Line 3 of your invoice goes into further explanation of this reason. Also, while I understand your plight that the vehicle malfunctioned after normal service hours, purchasing a battery outside of our facility without allowing us to perform the proper testing requirements is not an acceptable reason for reimbursement. Had we been able to produce a failed battery test with the original battery installed still, we would have been able to proceed with a warranty repair at no cost to you, as the battery was still in a warrantable state per time and mileage. Nissan warranties their battery for 2 years full replacement, no cost to the consumer, pending a valid fail test. However, when reviewing all the data presented to us at the time, the correct failure was indeed, the brake stop switch. 
  
  This I am sure is not the answer you were hoping for, and while I can respect the difference in opinions, we are still willing to provide some compensation towards future service requirements. We will authorize a $100 service credit towards any future service with us that may be needed. This is our offer to you, you may choose to either accept or decline it, that is up to you. Whatever your decision may be, I will be awaiting your response. You may respond to this email accordingly. Sincerely, Jason F******* - EM, John H**** - Service Manager, & Josh M**** - Asst Service Manager

*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. ↩