ComplaintsforEd Martin Chrysler Dodge Jeep RAM

• Initial Complaint

  11/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought my vehicle (2021 Dodge Durango Citadel) here multiple times for work now as it was sold as a certified used vehicle. The entertainment package for the vehicle continues to not work or be operational and functional. The vehicle is now back for the 4th time in less than 40 days.The last time that I brought the vehicle into the dealership they gave me a courtesy vehicle and I signed a rental agreement. Unfortunately, I was involved in an accident the day after I picked the vehicle up due to icy roads and the vehicle slid into a round about damaging the tires and front end. I filed a claim with ***** and provided the claim # to Ed ********************** and their staff along with my adjustor's information.My vehicle has been ready for pickup now for almost 10 days and they state they will not release my vehicle as is their policy until they get clearance from Gecio (Which my agent and his boss have stated IS complete).Further, I carry the highest coverage possible and offered via state maximum's with FULL COVERAGE and ******* / ******* coverage. I never agreed to this so called "policy" / was made aware of it OR signed anything per the rental agreement that states this policy. I returned the rental vehicle to them the day the claim was made so they have their property already and are illegally withholding mine. They also further continue to pretend as they have no idea what is happening or when and why it is being delayed and when I mention names of the people I have been dealing with to the now GM, *********************. When I called today ( I was yet again told the vehicle is cleared and ready for pickup) only to get a call back from an ****** in the service department stating the vehicle cannot be released.This has become ridiculous and now unacceptable to the point that I am going to have to pursue further action. They have treated me as though I am a criminal due to crashing a rental vehicle and withheld my property as what feels like retaliation and blackmail.

  Business response

  11/28/2022

  He wrecked our rental that we provided at no charge.  Abandoned it at a construction site without calling the police.  Construction site contacted us the following morning.  We contacted the customer who stated he hit a deer, it was late at night, he had been to dinner with his pregnant wife, so they called an uber to take them home. He was currently on his way back to the site to call police and file a report.  In the meantime, we contacted a tow company and had our vehicle towed to our collision center.
  
  Initial response from his insurance company indicated it was under investigation and they could not verify they were covering the damage to our vehicle. This morning 11-28-22 we finally received verification from his insurance company they were covering repairs less a $500 deductible.  At 10:26 on 11-28-22 the customer called and paid the deductible on the phone and was advised he could pick his vehicle up.
  
  

  Customer response

  11/29/2022

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

  This is NOT an accurate account of what happened.  Multiple issues:

   

  1.) They act as though it was malicious and intentional - It was an accident 

  2.) There was no one involved in the accident other than myself and a deer that was hit and then the round about curb popping the tires. 

  3.) ********** station was closed however there was an incident report filed 

  4.) Ed ********************** is closed until the following day so how are they going to be updated since there is no one there after hours

  5.) I never told them "I took an Uber home" as that is not factual or accurate

  I am not accepting this response or action as they are not being truthful in the information provided and it's not accurate.  They also withheld my personal vehicle from me unlawfully.  

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

  
  

• Initial Complaint

  06/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2009 Dodge Charger was towed to Ed ********************** in ******** from another Auto Repair in ************. It was said to have been electrical issues. The Auto Repair Shop do not specialize in electrical problems. Ed ********************** in ******** had the earliest opening. I spoke with the service repair shop in ******** and explained to them what the ************ shop had said ( electrical ). I made sure they had the information that was taped to the windshield of the vehicle ( my contact info and warranty contract ). *****, a service repair person, stated it was in their possession. After almost 2 weeks,( I called several times because it seemed a long time to figure out what was the problem ) he said it needed a TIMP Module replacement. It wasn't covered under the warranty. The part was on back order. I contacted an Ed ********************** in *********, purchased one and had it shipped to ********. The car was still inoperable. More diagnostic and it was said to be a computer issue and their dealership wouldn't charge me for this ( they relayed this to my son, who had called about the vehicle also). It still wasn't operable. After more diagnostic, it was said to need an Ignition starter and they said that it wasn't covered under my warranty and it was on world wide back order. I checked around and it was months before it would be available. In the meantime my son had called to check on the vehicle and they told him it was the transmission and it would cost ***** dollars for the part. I asked that the warranty company be called to see if it was under warranty and get back with me on a final cost. I got a call from my son on May 19, 2022, saying they called him and said the car was ready and the cost was over ***** dollars. Long story short, they fixed my vehicle without my agreeing to the cost or consenting to the repair. They contacted my warranty company after they were basically finished with the repair ( a violation of the contract ). they told the company they were not aware of a contract.

  Business response

  07/05/2022

  *******,

  Our apology, your vehicle is ready for pickup at no charge to you. Thank you!

  Customer response

  07/16/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

  Customer response

  08/05/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Concerning Closed Case #******** The dealership agreed to the last request made. They allowed the vehicle to be picked up with a **** balance. I was given their email address to submit my rental and Lyft expenses; which I will be submitting. The vehicle air conditioning unit was in working condition in April, when they first received my vehicle. When I picked it up July 5th. Shortly after, there was a noticeable increase in hot air being blown, instead of cool. Now there is no cool air. I also noticed that the vehicle was taking much longer to accelerate, and that it would at times limit the speed in which I could accelerate. I was waiting for the acceleration issue to improve. It did not. The vehicle had a minor rear passenger fender incident that resulted in minor damage to the rear structure above the tire, (body damage only, including scrapes along the sides of the vehicle). There are photos that have been taken prior to the towing of the vehicle back to the dealership. I tried numerous times to contact ***************************; leaving voicemails to both the service and general manager. Neither of which responded to my voicemails. When I finally got a response, it was from a service repairman, on behalf of Ed *********************** He stated that Ed ********************** was separating themselves from any obligation to look at the transmission or any repairs that might be needed, due to the damage mentioned. I continued to try to contact both managers, finally reaching the general manager. He stated that he spoke to the powers to be and said that was their final decision. I explained that the aforementioned damage had nothing to do with the transmission. He insisted that it was "wrecked" and asked if I agreed with that sentiment. I declined and asked him to define "wrecked". I also mentioned that the service person used phrases such as: "we are at the end of the rode with you and your vehicle", "we are separating ourselves from any service to you"; which I found unprofessional.

  Desired Resolution:

  Repair

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

  
  

  Business response

  08/22/2022

  To whom it may concern

  Ed Martin CDJR response to case#******** is when the vehicle was towed in it was wrecked. We have invited the customer to find a new facility to assist with needed repairs.  
  

   

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

  General Manager

  Ed Martin Chrysler Dodge Jeep Ram

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

  ************ phone

  ************ fax

  Customer response

  01/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17447602, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  In April of last year, Ed Martin of Anderson received my car. Due to noncompliant with my warranty, I was ( with the assistance of The BBB ), had my vehicle was returned to me with a $0 balance as requested. The other request that was also agreed upon during my conversation with Kevin Frazier, ( the service manager) was to be reimbursed for rental and Lyft fees. I replied to an email from BBB that this had been discussed and agreed upon. Since then , I have sent the information several times via email. I have called and left messages not only with Mr. Frazier, but Brian Burke, ( the General Sales Manager ). It has been several months and I have not been contacted. I believe more than enough time has been given to this situation. If it was agreed upon, the agreement should be honored.

  I would like to be reimbursed for the rental and Lyft as agreed upon. $3,390.22
  
  Regards,
  
  Katrina Hooten

  
  

  Business response

  01/12/2023

  To whom it may concern:

  
  Ed Martin CDJR response to case#17447602 is when the vehicle was towed in it was wrecked. We have invited the customer to find a new facility to assist with needed repairs.  
  
  
  Brian Burke
  General Manager
  Ed Martin Chrysler Dodge Jeep Ram
  bburke@edmartin.com
  765-642-4500 phone
  765-640-5036 fax

  Customer response

  01/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17447602, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  It seems the wrong attachment was sent. I emailed BBB on 1/12/2023. Ed Martin per the Service Manager agreed to reimburse me for my rental and Lyft fees. That was discussed with the Service Manager last year in July. I had attempted to reach the Service and General Manager several times and haven't received a response as of yet..
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  Katrina Hooten
  

  Business response

  02/09/2023

  Ed Martin Chrysler Dodge Jeep Ram is not responsible for the Lyft or Rental fees.

  Customer response

  02/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17447602, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  Katrina Hooten
  

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