ComplaintsforRiver Front Chrysler Jeep, Inc

• Initial Complaint

  11/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought my 125k Jeep Grand Cherokee Trackhawk to them for warranty work. First they did not want to honor the factory warranty, secondly while on their lot and in their possession someone broke the rear driver window and tried to steal it. (North ****** police called me). After that Riverfront said they are not responsible to pay for the window and charged me.(270 dollars.) The vehicle sat on their lot waiting for work to be done for 5 months with no window causing my entire front dash board to wrinkle from the elements and being exposed. They said it is not their responsibility to fix it. (2300 dollars of damage). And lastly they didn't completely fix the vehicle stating that Jeep would say it was owner misuse!

  Business response

  11/15/2024

  The vehicle originally came in on 6/10/24 for a trans issue, stating vehicle does not move when at operating temp. Tech found trans was faulty and special ordered trans, which was on back order. While the vehicle was sitting on our lot, withing a couple weeks of drop off, a criminal broke the window of the vehicle and got access to the vehicle, which was all caught on our camera. The police were notified and so was the customer. When special ordered trans arrived in stock, we replaced and warrantied. Per our policy and the acknowledgement of the repair order, the dealership is not responsible for loss or damage to vehicle or articles left in vehicle in case of fire, theft, or any other cause beyond our control. After the trans was installed, and on the 1st test drive we were able to do since the vehicle dropped off, the *** light came on and the tech found the vehicle was in need of a transfer case and also 2 trans cooler lines. We submitted and received approval through the vehicles warranty parameters. We informed the customer and he stated to let him know once the vehicle is complete so he can finally pick it up. Finally, being that the customer came directly from auction and brought us the vehicle with the transmission issue. We spoke with the customer regarding the break in to his vehicle, he was obviously not happy. The customer was made aware of the theft/damage policy, he acknowledged, and approved the replacement of the broken window as a customer pay job. We did inform him he could contact his insurance company for a claim, being that is the purpose of car insurance. He stated he did not have insurance on the vehicle and an insurance claim was not possible. As per customers statement, after vehicle was broken into, without an immediate approval to replace window, we did place a plastic tarp to seal the broken window to keep as safe as possible from the outside elements. Customer picked the vehicle up and stated we will be paying or he will sue us.

  Customer response

  11/18/2024

   
  Complaint: 22525237
  
  I am rejecting this response because: the dealership is responsible for the damage caused to my vehicle.  I paid 1700 dollars to have the dash fixed and they should have to pay for this.
  
  Sincerely,
  
  ***** **********

  Business response

  11/18/2024

  We do sympathize with the customer's issue. Unfortunately, we are a parking lot. No different than having your vehicle parked at the local grocery store or a shopping mall. If there's any good news, the insurance on the vehicle will cover things like these when they happen.

  Customer response

  11/19/2024

   
  Complaint: 22525237
  
  I am rejecting this response because: they failed to secure the window that was broken on their lot, causing my dash to crinkle and get exposed to the elements costing me $1700 in damage they refused to pay for it.  Poor business practices.
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My vehicle was dropped off 7/30 for an analysis of engine because my check engine light was on. I had already taken my car in previously every 2 weeks for the past 2 months . My jeep has multiple things replaced before I was told I would need a new engine. When I picked up my jeep on 9/6, I was told a new engine was put in. I inquired how would I know the engine was new. I was told by ***** ***** the engine was new. He even went so far as to try to convince me that it states that on my receipt. I asked him to show it to me on the receipt, he could not find it. He highlighted the part # of a part listed on the receipt. He could not find it but he says it will show on the carfax report. I looked on the carfax report it is not there. The only thing on it states the engine parts not a new or refurbished engine. My jeep in under warranty. I called the ****************. When I spoke to them, they told me the only work done was a cylinder head rebuild, cylinder valve and valve spring replaced. No engine (new or refurbished). They told me the dealership needed to tell me the truth of what was done. Since they have told me the engine has been replaced, my check engine light has come on twice. When I took it in for the check engine light being on the time before this. They claim they had to download some new software. I need to go back today because my check engine light in on now.

  Business response

  09/30/2024

  As per our BBB complaint for Ms. ****** ******* w/ her 2018 Jeep Wrangler. It all started on 9/16/24, when she heard a noise coming from her engine area of her vehicle after we just ***laced an engine assy. She had some concerns, so she called Stellantis and wanted to verify what work was completed on her vehicle during her last visit. Being that the warranty claim was still not paid from **********, on ***air order # ******, she was told by a customer service *** that they didn't see an engine ***lacement ever being done on her vehicle. Just the ***air previously approved ***air order # ****** which was open from 6/15/24-8/28/24. Ms. ******* stated she thought something was not right being that we told her we ***laced an engine on ***air order # ****** so she immediately called the BBB to start a case with them. She then drove directly to our dealership and confronted ***** W, our Service Manager. She was obviously upset and confronted ***** about being dishonest on the ***airs that were performed. ***** explained that they can't see that claim until it is completed and paid/processed. ***** walked her to his computer and showed her that Stellantis has still not paid the claim and showed her the ***air order is still open. We also addressed the noise she heard and educated her on our findings. She immediately apologized to ***** and the tech *******. She told us being that Stellantis didn't see an engine ***lacement, so she immediately called the BBB to ***ort us. As per what I previously stated, she apologized and stated she would call the BBB and have her complaint removed. We have been trying to call her to verify this on her contact # that is on file and no luck since that last day she was here with us. ***** our Service Manager keeps leaving her voicemails, but no response as of now. 
  Just to be clear, we did ***lace the customers engine w/ Warranty approval on ***air order # ******. Repair order opened on 7/30/24 @ ******* miles.

  Customer response

  09/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  Partially true.  I was told I would be kept informed of status with new issue.  That has not been done. 
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went into the dealership to have a starter replaced on a Friday, I was told that it would take 4 hours to replace. I waited for about 5 hours and was told that they did not have time to replace the part, was informed it would be ready on Monday, vehicle was not ready until Wednesday. Upon return I was informed that the technician that did the work had an issue with a wire harness that broke now my 4x4 system is disabled. The dealership told me that I am responsible for the harness because it looked like it was altered and tried to accuse me of having my vehicle serviced by non-qualified technicians when I have not taken my vehicle worked on anywhere else but dealerships. I attempted to speak with the general manager for a resolution and everyone I spoke with at the dealership attempted to accuse me and raised their voice at me in an attempt to intimidate me into paying for the repair. I have not paid for the additional repair as I don't believe I should be responsible for something that broke while they were doing the work for the initial work order. I also looked into the parts ordered and it seems that I was charged for a new started but the part number from the parts catalog points to a remanufactured part which is a different price than a new part.- 02/09//2024 when I first went to the dealership. - 02/14/2024 Vehicle returned and date of issue. - Paid $1,207.97 for the started replacement. -

  Business response

  08/05/2024

  The vehicle was towed in for a no crank no start concern. We diagnosed the failure to be the starter. As we began to complete the removal of the starter, the technician noted that the vehicle came in with all of the bolts to the *** were only finger tight and the wire connector had one of the securing clips broken and one missing, seeing glue like residue. Technician replaced the starter which corrected the no start concern and notated that the harness to the *** was also bad and the customer declined further repairs. There were no parts broken by any River Front technician in fact, the vehicle was towed in with these deficiencies. 

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to this dealership in February 16th after seeing a listing for a Camaro ss online and I went and saw it and was told it had a a straight pipe exhaust and a cold air intake which are ok since they help the car breath better and dont do damage and was asked to sign a form saying I knew it wont pass emissions due to it having a straight pipe and I did even though they arent allowed to sell a car legally if it doesnt pass emissions and I got a extended warranty with it but then after a week or 2 the car had a major coolant leak and was towed to a mechanic and after 2 weeks it was fixed and back to me then less than a week later a major oil leak and it sat in the shop for 2 weeks then 2 days after that it had a major oil leak again while I was Deion the highway and this time it took 32 days until I got it back which was 2 days ago but 4 hours after I received the car it started leaking oil again so I reached out to my warranty and the mechanic and they told me the the car was heavily modded and they arent mod specialists so I took it to a small time tuner to see what was done to it and even the tuner couldnt tell all that was done to it but what he did know was that other than the exhaust and cold air it didnt have a catalytic converter and the rpm/rev limiter was deleted the afm(active fuel management) was deleted the car was cammed and the engine was heavily boosted other than those he say a few aftermarket parts hooked up to the fuel system and 5-6 wires connecting to the battery unaccounted for plus a bunch of pipes connecting to the engine and transmission running all through the car which might be either methanol injection, nos kit, or a e85 tune that was removed

  Business response

  06/28/2024

  The customer knew before he arrived at our dealership that the vehicle was modified by the previous owner. The customer was made aware again after he test drover the vehicle and before he agreed to purchase the vehicle. If he had to take the vehicle back three time to a Midas, I think the issue might lie with the Midas shop he took it to. We the dealer have been completely transparent though the whole process.

  Customer response

  07/05/2024

   
  Complaint: 21853340
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Business response

  07/15/2024

  Dear Sir/*****,

  The response by the customer appears incomplete.

  All we can see is: "I am rejecting this response because:"

  Please advise.

  Thank you.

   

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Waiting over a year to get a recall fixed because they didn't file the paperwork correctly.

  Business response

  04/29/2024

  To whom it may concern,
  
  
  In the matter regarding ***************************** and her warranty/recall concern.
  
  
  The following repair orders were opened for the customer's W80 Recall which requires an oil consumption test to be performed. There is a very specific process defined by Stellantis for the recall test procedure including recording the oil level, marking several components on the engine with tamper evident markings and then a return visit from the customer after no less than 1000 miles and no more than 1500 miles to measure the amount of oil lost, if any, while the vehicle was being driven.
  
  
  510784 - First visit, added oil and vehicle needs to return in 1500-1700 miles (at 98,714-98,914 miles)
  517410 - Second visit, vehicle mileage was over test limit as it came in at *******. Second oil consumption test started.
  519271 - Third visit and tested for oil consumption and the test passed as the oil level was within the limits defined in the W80 recall. The customer told the advisor that it had previously failed, so the concern was written up as a failed test although no record of a filed oil consumption test exists.
  
  
  All work conducted at River Front Chrysler Jeep, Inc. followed the specific guidelines defined under recall W80 for the test procedure and the results of that test.

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a pre-owned pickup truck on 11/10/23 from River Front Jeep for $30,310, down payment of $20,000. Began experiencing Powertrain Issues within 200 miles and 20 days from purchase. Dealer provided a 3 Month/3,000 Mile Powertrain warranty which they put forward as a selling point. Dealer is locked in dispute with their Warranty Provider over who is responsible for the repairs. Repairs needed are agreed upon by all parties. My request is a date by which I can expect to have the repairs completed and a loaner vehicle in the mean time. This has dragged on for two months.

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  my trucks dpf and catalytic converter was replaced. it was fixed for a month and the same issue has shown up again. it costed me 8200 and still hasnt been fixed. I would like the cause to be fixed for free. I went back again and are demanding 200 dollars because apparently we havent driven it long distances when we have.

  Business response

  03/20/2024

  On 04Dec23 at ****** miles we explained to the customer that the soot sensor and a software update need to be installed/performed (warranty repair), although these could not be completed without replacing the temp sensors and catalytic convertor (not covered under warranty) simultaneously for the drivability/check engine light concern. At that time, we ordered parts. On 02JAN24 at ****** miles the customer brought the vehicle back for the authorized warranty and non-warranty repairs. During the removal of the diesel particulate filter (***) the technician found that someone previously attempted to clean out the *** causing the *** to internally break apart and chunks were found in the selective catalytic reduction system (***), this also had to be replaced along with the *** sensor. Both the temperature sensors and *** were seized in the vehicle, possibly caused by the *** intrusion. During this visit we also addressed a recall by replacing the Def delivery module. The vehicle was test driven 43 miles and at that time was operating as designed. On 27FEB24 the customer returned with the concern of a warning message displayed that the *** is full. Technician had to perform a stationary regen and then a driving regen over 40 miles, which took two and a half (2.5) hours, although was only charged for one (1) hour. The service advisor explained to the customer that these diesels need to be driven at highway speeds and with heavier loads to get them hot enough so that the vehicle goes into regen mode to burn off the soot build up and that short trips are causing the issues and will continue to generate the same results costing the customer even more money in the long run. The vehicle's beginning mileage at the December visit was ****** and the mileage at the February visit was ******. Only ***** miles were put on the vehicle in three (3) months, sixteen (16) of those miles while it was at our shop. We have done everything we could for the customer including covering what we could under warranty and discounting the labor on the third visit. 
  
  

• Initial Complaint

  09/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  .08/08/2023 I co sign for a car. All of the paperwork had co buyer on it in the dealer. When they reported to the credit Bureau it said joint buyer . that's not was the Paper wok i sign

  Business response

  09/18/2023

  Anybody attached to any account is considered a joint account. This goes from a checking account, credit card account, or a vehicle loan.

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We brought our Ram truck to River Front on 5/25/23 for a air suspension repair. On 5/26 **** the service advisor said the only problem it can be is the compressor. So we agreed to have the replace it. They kept the vehicle till Tuesday 5/30 to make sure. We got the truck home on 5/30 and within 2 hours the same issue of the truck sinking down and losing it's suspension occured. I called over there and returned the truck at 1:30 on 5/30. They then had our truck until 6/3, we called them every day multiple times to find out what is going on. We spoke to **** the service manager and we told him that part did not repair it and to take it out and fix our truck. He agreed they would get it repaired and refund us for the original repair. We spoke to **** on 6/2 at 1:50 and he said they were almost finished. We called at 3:30 on 6/2 and they said **** the service manager either quit or got fired. They asked that they keep our truck till 6/3 so we agreed. My husband stopped in on 6/3 at 9:00 am spoke to service and ************************* about the truck and refunding us. He said he would look into it. They called at 1 pm on 6/3 and said the truck was finished. They left the keys in the truck with and invoice not stating what they did. The truck is still doing the same thing loosing the suspension but we do not want to return it to River Front as they are not competent to fix it and update us. We have received no refund from them, they have not contacted us and it is not working properly. I would like the entire amount of $1,552 refunded to us as nothing has been fixed.

  Business response

  07/28/2023

  Customer brought his vehicle in for service on his air suspension. The vehicle had a leak in the air suspension system pump assembly. We replaced the pump assembly and block. Customer returned a second time because the vehicle wouldn't lowering to aero mode. We recalibrated the curb ride height values and we verified there were no leaks in the system. The vehicle left here working as designed. The customer was requesting a refund before we recalibrated the curb ride heights. The customer does have a right to be upset because the vehicle wasn't repaired on the first visit, but the vehicle was fixed properly.

  Customer response

  07/28/2023

   
  Complaint: 20373536
  
  I am rejecting this response because:

  The attached work order for $1552 to replace the compressor completely contradicts their response. There were no leaks as stated on their work order, and we were told no leaks after 2 tests. The service advisor said the only solution because they found no leaks was the compressor. We said ok if you are sure. That didn't fix it because we came home and was the exact issue, air suspension completely deflated. We immediately returned the truck to be repaired correctly and said remove the compressor that did not fix it. We called multiple times everyday and they had no idea how to fix it is exactly what the service manager said. He said we would get a refund & then he quit before our truck was fixed on 6/2. We picked it up on 6/3 and my husband spoke to ************************* stating we are to be refunded per our agreement and you didn't fix the truck. The picture shows that and the truck is still not fixed. We have not contacted Riverfront after our 6/5 attempt for a refund to *************************. We will not allow them to work on our truck after how they treated us and having the truck for 9 days & not knowing how to repair it.  We want a refund of $1552
  
  Sincerely,
  
  ***************************

  Business response

  07/31/2023

  The customer had requested a refund of the labor or for us to remove the Pump assembly when he brought the vehicle back after the first visit. Once we recalibrated the curb height values the vehicle was operating as designed. No refund was issued of either because the work was performed and completed properly.

  Customer response

  07/31/2023

   
  Complaint: 20373536
  
  I am rejecting this response because: The attached work order shows no information in what they did to the vehicle upon return for the same issue. Their response is completely opposite there were never any leaks found as their response says but the original work order states no leaks found. We agreed with the service manager to a refund which he then quit and they are not honoring. I have seen no work order stating that they repaired the vehicle and that we signed on 6/3/23. They vehicle was not fixed, the compressor was not needed as they found no leaks. We are again requesting a refund as they did not fix the vehicle, they can't show that the compressor was not removed as we requested because that did not fix the vehicle. They have provided no signed work order from 6/3 with anything repaired or taken out. 
  
  Sincerely,
  
  ***************************

  Business response

  07/31/2023

  The customer had requested a refund of the labor or for us to remove the Pump assembly when he brought the vehicle back after the first visit. Once we recalibrated the curb height values the vehicle was operating as designed. No refund was issued of either because the work was performed and completed properly.

  Customer response

  07/31/2023

   
  Complaint: 20373536
  
  I am rejecting this response because: I responded today, I believe this is a duplicate request. 
  
  Sincerely,
  
  ***************************

  Business response

  08/01/2023

  The customer brought their car in to get repaired. The repair had taken two visits to complete the work. We apologize for a second visit, because ********* to have every vehicle fixed the first time. The car left here after the second visit working as designed.

  Customer response

  08/01/2023

   
  Complaint: 20373536
  
  I am rejecting this response because: The vehicle is not fixed, we just will not bring it back to Riverfront as they do not know how to repair it per the service managers own words. So it isn't fixed they just aren't getting it back as they treated us terribly and continue to not be truthful. 
  
  Sincerely,
  
  ***************************

  Business response

  08/01/2023

  The vehicle was repaired properly and left here operating as designed.

  Customer response

  08/01/2023

   
  Complaint: 20373536
  
  I am rejecting this response because: *********** manager agreed to a refund, none was given and the compressor didn't fix the problem. We told you to remove it & the repair form from 6/3 shows no repairs done and agreed to. 
  
  Sincerely,
  
  ***************************

  Business response

  08/01/2023

   I was in the service department when you returned, and no one stated you were going to get a refund. Our concern was to make sure your vehicle was repaired properly. As you stated in your response, "we immediately returned the truck to be repaired correctly". The vehicle was recalibrated at that point and the vehicle left here working as designed. 

  Customer response

  08/02/2023

   
  Complaint: 20373536
  
  I am rejecting this response because: unless you are *************************** and were on the phone with ** multiple times then you would have no idea of our conversation or what was agreed to. Also ************************* in person said he would look into in to my husband on 6/3 at 9:15 am about the refund. We never heard from anyone and never got a return call from the message I left on 6/5 at 8 am for ************************** 
  
  Sincerely,
  
  ***************************

  Business response

  08/02/2023

  This is ************************* you've been talking to. I did look into it and when your vehicle was recalibrated, the repair was completed properly. 

  Customer response

  08/02/2023

   
  Complaint: 20373536
  
  I am rejecting this response because: so if this is ************************* then why did you not return a call from 6/5 or call us stating you looked into it, we have never heard from you or anyone there. I got a auto generated text from ***** on 6/7 asking how the vehicle was and responses were never text or called back from the auto generated messages. And also why when your work order says no leaks found after 2 tests on the 5/30 work order did you respond stating leaks were found? It can't be both so when were you not being truthful on the work order or in this response?  
  
  Sincerely,
  
  ***************************

  Business response

  08/02/2023

  I have never not returned a voicemail that was left for me. As I stated in an earlier response, I did look into it and the vehicle was fixed. Referring to the leaks, there were no external leaks. The compressor wasn't operating as intended which means there were internal faults by it not holding pressure. 

  Customer response

  08/05/2023

   
  Complaint: 20373536
  
  I am rejecting this response because: we seem to be just going back and forth on facts and not coming to a resolution as a refund was promised, then not given. I will continue with the ************* to try and resolve this problem. 
  
  Sincerely,
  
  ***************************

  Business response

  08/15/2023

  The vehicle was repaired properly and left here operating as designed.

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Heres my complaint:I purchased a Jeep from Riverside ** ************ on 5/15/************* the vehicle home (I live 34 miles away) the vehicle kept acting like it was going to stall. Once home I called my sales person and he asked that I bring the vehicle back to be looked at the next day, which I did. Went back the following day and picked up the vehicle it still acted though it was going to stall but I ignored it as I rarely drive. I called the service department a few months later as it was getting worse and he could not find record of me bringing my Jeep in for service. Apparently no one looked at the vehicle because I called the service manager and he stated my Jeep had never been brought in which I find odd as they had it over night. It continued to get worse I brought it in for repairs and the dealership (who in my case sold me a LEMON) would not offer assisting with a bill totaling $1730.27 BEWARE OF THIS DEALERSHIP.The dealership replied below:" When the customer came back the next day our mechanic checked the vehicle over and everything was working properly. Before the vehicle was sold it had gone through a compete inspection. The only other time the customer was back in our store was almost 2 years after his purchase. "If everything was working properly the day after the purchase, show me the signed receipt where the work was completed...

  Business response

  05/02/2023

  As I stated in the first response, the customer left here with no issues. If there were anything wrong with the vehicle, we would've addressed the situation and fixed it at the dealer's expense. Customer needs work done to his vehicle two years later and it's the dealers fault? River Front strives to provide 100% satisfaction to every customer, but we stand by our previous statement that the customer waited two years to contact **.

  Customer response

  05/03/2023

   
  Complaint: 20005101
  
  I am rejecting this response because:

  Show me the service receipt stating I returned the vehicle after one day and what was completed.

  I spoke with the service manager and he had no record that I brougt the vehicle back after the first day and you agreed prior to this and

  now you're changing your mind???
  
  Sincerely,
  
  *****************

  Business response

  05/03/2023

  We have a designated preowned mechanic that looks at every car before we sell it. He's been with our organization for many years and does a great job! He's also the same mechanic that looks at any vehicle that would return for any reason. There wouldn't be a bill on any vehicle that returns. If there was something wrong with the vehicle in that short of time or within reason, we would've taken care of whatever it needed. You needed work done to the vehicle two years after your purchase. 

  Customer response

  05/04/2023

   
  Complaint: 20005101
  
  I am rejecting this response because:

  I brought my vehicle in the *** AFTER purchase, if nothing was wrong why would I bring it back??

  So you look at vehicles but do not document what was done? or looked at? or tested?

  I was sold a Lemon! My vehicle was not looked at.

  BBB please contact me via phone regarding this issue

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

  Business response

  05/05/2023

  As I stated in the first response, the customer left here with no issues. If there were anything wrong with the vehicle, we would've addressed the situation and fixed it at the dealer's expense. Customer needs work done to his vehicle two years later and it's the dealers fault? River Front strives to provide 100% satisfaction to every customer, but we stand by our previous statement that the customer waited two years to contact **.

*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. ↩