ComplaintsforZeigler Chrysler Dodge Jeep Ram of Schaumburg

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2023 Jeep Renegade from the dealership on Dec. 22, 2023. At the time of purchase and part of the negotiations before signing the contract, I requested that an auto start be included as part of the purchase price - approx. $500 value. After purchase, they told me to schedule a time for this to be installed (Auto start & the paint protection package). After my appoint for the install, I was informed that the part needed for the auto start was not available and that I should keep calling back and checking to see when it becomes available. They hand wrote an *** for the auto start which I have a copy of. After months and months of checking periodically about the status of the auto start part, I was told by ***** in service department on 9/4/24 that an auto start would not be available for my car ever and that I would be receiving a check for $500.00 since I paid for it, but did not receive the auto start. I was to receive the check within a week or 2. Since that date after multiple email follow **** I have not received a check nor has my finance company (I checked with them in case the check was sent to the auto finance - despite being told it would come to me - they have not received the check). I emailed both ***** who told me he was going to look into on 9/23, but have received no answer. I have emailed the general manager, ****** *********** on 10/11 and never received a response. I have tried calling but always end up getting placed into voicemail. I've been extremely patient, but no response or follow up or receiving the check that was being placed in the mail that day has been received.

  Business response

  10/23/2024

  Hello, my name is *** St *******, we apologize for this inconvenience I have contacted our office and they are issuing you a check immediately and will be sending it out today. My apologies again. 
  

  thank you 

  Joe 

  Customer response

  10/24/2024

   
  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 as long as I receive the check. 
  
  Sincerely,
  
  **** *********

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I was in the market for a new car for myself and my twin babies, I began by researching dealerships to ensure I would receive a fair price and no high-pressure sales tactics. I came across a Jeep that fit my budget, so I contacted the dealership to inquire about it. However, when I arrived at the dealership, I was greeted by a sales representative named Z, who informed me that the Jeep I was interested in was not available. ******************* - another sales man offered to show me another brand new Jeep, but I declined due to budget constraints. He then showed me another Jeep that was within my budget. He said he can deliver it and I can virtually sign paperwork. However, when it was dropped off I was told I had to come in on Saturday to do it. I went to sign the paperwork the next day, I noticed that the glove box contained garbage and a receipt for a tire replacement, no antenna and the rear headliner was loose. I asked about these issues and was told that the tire was likely just popped, but the liner and antenna would need to be repaired because it was a loaner car and the person must have replaced on their own. I would need to schedule a service appointment to address these issues. They advise they inspect each vehicle before it leaves the lot but if they do that then why didnt they notice the tire receipt, the antenna missing, and the liner issue? How do I know this car is safe or more damage was to done to the tire / wheel area?So now I have to schedule service repairs for liner but have to move my infant car seats (with an anchors) twice - which are a pain and hard to clip in. I am concerned about the safety of my vehicle and would like to see a report on its condition but **** keeps giving me he checking into to it. To date I have been unable to get an answer from salesperson, *******************, and the general manager, ***********************, has not responded to my concerns. So I have no recourse because I have no transportation and need a vehicle .

  Business response

  07/10/2024

  Zeigler has been in constant communication with the customer regarding her issues and she is scheduled to bring the vehicle in on the 18th to have her suspension inspected and the headliner repaired.  Zeigler will provide the customer with a loaner vehicle.  We're sorry for any inconvenience.  

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  See Uploaded Document

  Business response

  06/11/2024

  We apologize for any misunderstanding in the transaction, but the main reason the payment differs on the re-sign is because the first finance agreement that populated failed to include the sales/use tax.  We have been trying to get in touch with the customer to discuss his other concerns, but his voicemail box is currently full and not accepting new messages.  ****************, please reach out to ********************* to discuss once you receive this message.

  Customer response

  06/11/2024

   
  Complaint: 21790342
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer response

  06/13/2024

  Sporadic calls are coming in during primarily my workday never know when they are coming.

   

  I am a first responding Manager with the ************************* and am handling many emergencies, disturbances, accidents, street blockages and rail stoppages due to crime scenes.

   

  So far the dialogue has been open however a minimal offering on the three point overcharge has been extended, however that only I would say a 10 per cent offer and other materialistic offers were discussed we are almost there on that issue that I was formerly promised.

   

  Its going to take at least a bridging of the variance of figures initially the assigned contract was signed at ******* versus the forced on increase due to Zieglers error in the Chicago City Taxes error running up the payment to ******* unannounced to me and forced on me at my first payment.

   

  Please share with ********************* my email address is **************************** it may be easier to communicate daily this way instead of call me at work.

   

  Agreement

   

  I can document better instead of calls at work my expectations, he can make his counter offers and hopefully we can execute a mutual agreement settlement both sides can live with.

   

  ********************* is a very professional and affable person to deal with. 

  Business response

  06/28/2024

  The customer and ********************** had numerous back and forth communications, and reached an amicable resolution that was formalized in writing.  

  Customer response

  06/28/2024

   
  Complaint: 21790342
  
  I am rejecting this response because:

   

  The complete auto dealership network has been hacked and ******* cannot resolve this matter until they ******* are back on.

  I have been in communication with *********************

  This complaint has been ongoing since June 1, 2024 without any firm or even close resolution.

   

  I am patiently waiting.

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

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The complaint is about a vehicle repair I have spent over $10,713.17 in repairs on my vehicle from 2/12/23, 2/02/24 and 5/21/24 for the same issue. The repair should be under a 2 year warranty. I continue to have the same problem with the camshaft ( same code coming up) but dealership continues to charge me more and more money for the same repair and vehicle is still not working I just pick up my vehicle today 5/21/24 after a week of being at the shop and a additional $******* and 3 hour later my engine light is on again, and all the same code are back on.. vehicle not shifting.. I am stuck having to take the vehicle to that dealership because the original repair of ******* is under warranty for 2 year. Yet I continue to have the same problem vehicle not shifting and turning off, and every time I take it they tell me its under warranty but charged me an additional $1395.17 on 2/02/24 and ******* today. Yet I will have to take the car back in tomorrow 5/22/24 because it still not repaired!

  Business response

  05/24/2024

  The customer originally it had a cylinder head issue repaired at another shop and then it was later brought to us. We installed cylinder head right side both cam shafts rockers and lifters, this was at ****** miles on 02-15-23. Customer came back in ******** at mileage of ******, at a difference in mileage of ******, it came in with oil pressure faults, oil pump failed, replaced oil pump. Then customer took vehicle, returned on 05-21-24 at mileage of *******, difference of ***** miles and this time it had timing mis alignment faults for the camshafts, found variable valve timing actuator on right bank and exhaust cam was stuck.replaced the actuator phaser and control valve because they all work together.Then put vehicle back together, timing mis alignment fault still present, so then removed both valve covers to physically verify timing, at which point discovered damaged cam and intake shaft on the left side, (the other side that was not previously replaced). We then replaced the left side intake cam shaft, rockers and lifters. put vehicle back together, cleared faults, road test 20 miles and no faults returned. We returned vehicle to the customer. Customer returned 05-22-24 at mileage of *******, difference of 44 miles. It has a cam position sensor circuit fault;fault was stored showed only one occurrence and 4 good trips. Cleared faults reset adaptive numerator, road tested for 30 miles no faults returned. Then spoke to customer asked them for permission to drive vehicle for a couple days to verify faults not coming back.

  It is important to note that on the first repair at Zeigler, we gave the customer the option to replace engine or just do the cam head repair.  The customer chose to just do the cam head repair with full knowledge that there could be further issues involving the parts that were not replaced.

  Customer response

  06/03/2024

   
  Complaint: 21744361
  
  I am rejecting this response because:I had to bring my car 3 more times. For check engine light the same week they stated they fixed it and now Im waiting for a part thats going to take several weeks before I get it for my car. Sorry for the late response.
  
  Sincerely,
  
  *****************************

  Business response

  06/04/2024

  As described in detail in the last response, it has not been the same issue with the customer's car.  ********************** cannot control the availability of parts from the manufacturer and its suppliers.  Zeigler will do everything in its power to expedite the repair.

• Initial Complaint

  02/24/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  They lied about not having an advertised vehicle in stock, when confronted about it they found it. It's been nothing but issues and the final straw was when the finance manager ******** had me write the dealership a check for the second payment because they took so long to get the contract to Chrysler they said they had to pay it. This wasn't true and I still owe for the second payment... They tried to lease a vehicle with over 5k miles on it and got caught...

  Business response

  02/26/2024

  The customer's complaint is based on inaccurate information.  The vehicle was in stock as a loaner vehicle, which is also why it had nearly ***** miles on it at the time it was leased by ******************, and also why the vehicle was priced the way it was priced.  ****************** gave Zeigler a check to apply towards his payment, and shortly thereafter he logged into his online portal with the lender where it showed his payment was due, so he made an online payment.  Zeigler has mailed his check back to him via Fed Ex.  

  Zeigler apologizes for any miscommunication that *** have transpired.

  Customer response

  02/27/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  02/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I bought a brand new vehicle first owner and I been having so many issues.I have taken it back more than 6 times for different issues.I came back to them to find a solution and they didnt help they just sent me to speak to the manufacturer company.They were pushing for me to trade in the vehicle, but I just want to replace it since this one is definitely defected.

  Business response

  02/20/2024

  As a courtesy to this customer, ********************** has replaced parts and done an alignment for him at Zeigler's expense.  His vehicle is, and has been, operating within manufacturer specifications.  The customer is not happy with the vehicle and has verbally stated that he wants the manufacturer to buy it back.  Zeigler has bent over backwards trying to help him, but it can't control what the manufacturer does.  

  Customer response

  02/21/2024

   
  Complaint: 21307932
  
  I am rejecting this response because:
  The alignment problem has not been 100% fixed. Still have problems now. Also this truck is brand new to be having all these issues! Its not even a year old. I dont trust this vehicle. I was not provided a rental when the seat rail was bad and missing a bolt and I didnt feel save driving it! But I had to drive it like that because it was my only way to work. I honestly feel like my life was in danger driving the vehicle with a wobbly driver seat!  I drove 2 weeks with a wobbly seat before it was fixed! No one should be driving an unsafe vehicle especially if the seat moves. I use this vehicle for my family as well and I dont trust this vehicle with my family. Like I said this vehicle is brand new and it shouldnt be giving me this many problems. And another thing, the truck wasnt turning on Jan 31 I had to pay 180$ to get it tow to the dealerships and maintenance department told me it was because I left my phone charger connected, witch I dont think that was the problem at all and if it was then something is wrong with the vehicle. 
  

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a used 2020 jeep ******** limited from them in November of 2023. This was my first ever car purchase and I chose Schaumburg ******* because my parents bought 2 Jeeps from them in 2017 so I trusted I would have a great experience. Test drove the car and loved it, salesman was nice said the car was in perfect condition and we went back to start paperwork. It was dark out since I came after work so I didnt get to look too closely at the car. ******** kept saying how great the car was and after negotiating numbers we finally got down to the $375 with a $2500 down payment so i was where I wanted to be at. When at the finance office somehow payment ended up being $385 but whatever not a big deal. Finance guy handed me paper after paper and after 5 hours i was finally done. Next day in daylight i see a crack in the dash cluster. A month later the car is not starting. Finally began starting 4 days later. I had decided that i could not see the car lasting me the duration of my loan so i started looking at newer cars even though i had only had it for 3 months because it had so many problems so soon. I was in communication with the guy who sold me the car (might i add i went to the dealership with my father in law yet the car salesman found my instagram from my paperwork, followed me and would comment on my stories which in my opinion is not okay ?) and he said he might be able to help. Decided to try looking to see what my trade in would be and first dealership i go to pulls up the vehicles carfax and tells me it was in an accident which brought the value down from my purchase price of $21,988 to $15000. A $7000 loss on a USED car that Ive had for 3 months. Went back to original salesman asking why i was not told ONCE about the accident and he hit me with copy paste textbook im sorry you missed that part of our interaction. Depreciation is out of my control. You signed saying you agreed to buy car as is. YOU DID NOT MENTION ONCE A HUUUUGE ISSUE AND LOST ME $7000

  Business response

  02/21/2024

  *****,

  Zeigler strives for excellent customer service, and it sounds like your experience was less than excellent. Zeigler offers third-party *************** reports through Auto-Check at no cost for all used vehicles it stocks.  Zeigler does used car safety inspections on every used vehicle it sells, but its impossible for Zeigler to know the prior history of all used vehicles; it relies on third-party vehicle history reports like AutoCheck.  It sounds like the dealership that showed you the CarFax was significantly under-valuing your vehicle - a common tactic some dealerships employ to make more money off a trade.  

  If you are not happy with your vehicle, please reach out to ********************* at the dealership and he will have someone explore other options that *** fit you better.  Zeigler will not artificially devalue your trade-in.  

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had my jeep in for service yet again for issues relating to the last repairs performed back in December 2022 to February 2023. Well those repairs were not done correctly and I have since brought the vehicle back on 12/26/23 where it stayed til I got it back on 1/17/2024. Service somehow didnt wire the harness in correctly and it caused it to wear thru my ***************** liner. Service fixed this and I got my vehicle back ****. After getting my car back my XM ******** services are now not working. I have contacted ******** 3 times with open IT tickets and they state that it is a hardware issue. I called ***** on 1/22 explaining the concerns and came in for a software upgrade on 1/27. On 1/29 I called ***** since the update did not fix the issue. I spoke to **** and I overheard ***** tell him to tell me he was on the other line. When I called today ***** was out of the building, however when I called from a different number he was with a customer less then 5 minutes later. My guardian services worked fine before your service department touched my car. Now the service manager wont return my calls to get this resolved. The service director and general manager wont return my calls or emails. My car is not working correctly since they fixed their previous mistake.

  Business response

  02/02/2024

  Zeigler has verified that the customer's Uconnect system is not working as it should.  Zeigler believes the Uconnect issues to be completely unrelated to the prior repairs to the customer's vehicle.  Nonetheless, ********************** has assured the customer that it will work to resolve the issue and accommodate the customer.  

  Customer response

  02/07/2024

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  01/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have leased a brand new vehicle from this dealer back in Nov 2022. The vehicle was running smoothly with no issues for the first few months, but then started noticing a few things happening to the it from performance (acceleration, gear shifting, changing from electric to gas), to weird noises (the engine of the vehicle has become noticeably louder than it was previously the vehicle was first purchased) and ending with loose parts (mainly interior parts, not safety related). I went to the dealer with those concerns and I was told that there were a bunch of "recalls and codes" on the vehicle that had to do with the vehicle's performance, and was told that those recalls should take care of the issues. Shortly after the recalls were completed, I started experiencing the same issues again. Plus, I started receiving random "error/failure" messages on the dashboard, such as ********************************* ******* Required." I called the dealer and scheduled an appointment to have the vehicle looked at, and drove all the way to their location (about 32 miles each way) just to be told that the failure doesn't have a code and can't be duplicated? (whatever that means) so there's nothing to be done. I reached out to Jeep Customer ******* and they opened a case and escalated it to Zeigler (as my dealer); however, when I went there I had to deal with a service advisor that didn't care or listen to a thing I said, and I knew that because when I came back to pick my vehicle up (over a week later, and per the advisor's request), I found out only a recall on the vehicle for parking assistance was taken care of, even though the advisor stated that "they took care of everything except for one thing due to parts." So, I picked the car up, but was told a manager would call me on Tuesday Dec 26th but no follow up, so I followed up on Thu Dec 28th and was told that I will receive a call the following day on Friday, yet I still haven't heard back from anybody.

  Business response

  01/19/2024

  **************** has expressed some valid concerns with his vehicle, and Zeigler has been in contact with him to address each of those concerns.  Due to a national backorder of a switch for the door, Zeigler is going to accommodate him by using parts off one of its other vehicles (with ******************** blessing).  We are currently setting up a rental vehicle for him to use while the repairs to his vehicle are made.  

  Customer response

  02/01/2024

   
  Complaint: 21082439
  
  I am rejecting this response because:
  I will have to reject the response at this time as the issues haven't been resolved yet. The main concern that I brought up to the dealer is the performance of the car (especially when shifting gears), and I am being told that they will take a look at it, but unless there are error codes, they basically can't do anything about it.
  
  Once I meet with the dealer and have all my concerns resolved, then perhaps I can accept their response, but for now it's not settled. 
  
  Thank you! 
  Sincerely,
  
  *********************

  Business response

  02/01/2024

  The customer is coming in for the trim pieces and switches.  Zeigler will attempt to verify his shifting complaint again, but there were no codes present and the manufacturer determined it was normal operation.  Zeigler will check for codes again and attempt to verify.  

  Customer response

  02/01/2024

   
  Complaint: 21082439
  
  I am rejecting this response because: I won't be able to accept the response until the mentioned concerns have been addressed. I wasn't able to stop by the dealer last week due to out of state work trip, so I let the dealer know and I am currently waiting on the dealer to follow up after 2 attempts to reach out to them after I came back to go, drop off my vehicle and pick up the rental. Left voicemails for the service manager that I have been in contact with. 
  
  Sincerely,
  
  *********************

  Business response

  02/02/2024

  The customer is only rejecting the response because he was unable to get the vehicle in for service as planned.  That doesn't change Zeigler's offer to resolve the matter.  

  Customer response

  02/05/2024

   
  Complaint: 21082439
  
  I am rejecting this response because: the vehicle is currently at the dealership for service as theyre working on the issues that were socialized with them previously, and at the time of drop off.
  Please note, I didnt reject the previous response because I was unable to bring  the vehicle in for service as planned as the dealer has mentioned, but because the main purpose of this complaint is to address and fix the current issues the vehicle is experiencing. Once ALL issues have been addressed and the outcome has been agreed on by both parties (dealer and customer) then Ill accept the response. Until then, all responses will be rejected. 
  

  Sadly, this has been the only effective way to get the dealerships attention.
  
  Sincerely,
  
  *********************

• Initial Complaint

  11/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  3 weeks ago spoke to ******* at Zeigler Jeep Schaumburg IL. Asked about lease on a specific Jeep High Altitude in silver. Was told VIN number and I said yes that is the car. She told me twice because I asked her to repeat herself so I could write it down. VIN ******. Last 6 numbers. 36 months. ****** miles per year. $3500 down. $509 per month. 4xe jeep. Wrangler. Went to dealer two weeks ago. Avi in sales insinuated I was lying to him and said I am not saying your lying but. Then quoted me an astronomical lease price per month and money down. Drove in from MI where I now live. For this Jeep. Spoke to person who called me next day and was assured a manager would call me to discuss. Never received that call from a manager as I was promised by that customer care person who called me the next day. I still want to lease this vehicle at the price I was initially told on the phone when I first called them.

  Business response

  11/20/2023

  We're sorry there was some confusion regarding lease terms on the vehicle you were interested in.  The dealership's general manager has contacted you to discuss. 

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