Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 4/4/22, I brought my Chrysler 300 to the dealership for service due to the car losing antifreeze. I was told that the car would be assessed later that day and someone would call me. A few days passed & no one contacted me. I called to inquire but got a voicemail, left message & someone called me a few days later to report that the fuel pump had failed & it would cost $3,100 to replace, however the parts wasn't readily available that day but the parts would be available on 4/11/22 and the vehicle would be completed on 4/15/22. I did not hear from anyone after so I contacted the service manager on 4/20/22 and left a voicemail. On 4/22/22, I still hadn't heard from anyone so I contacted another supervisor & she informed me that the parts was on back order & stated that "maybe it's a good thing" but stated that the parts would be at the dealership on 5/2/22 & the vehicle would be ready on 5/6/22. I didn't hear from anyone so I called on 5/9/22 & requested to speak to the service supervisor & left a voicemail. As of 5/19/22, I still have not heard from anyone and I have no status on my vehicle. This is the 2nd time that this has occurred at this dealership. Earlier in the year, I brought my vehicle in to be serviced & I was told that it would be completed in 2 days. A week later, I passed in front of the dealership & saw my car parked in the same place that I had parked it a week earlier. I contacted the service manager and I could hear him fussing at someone in regards to my vehicle. This displays lack of professionalism. I brought my vehicle to be serviced and no one provides me with updates on my vehicle. I have been in a rental vehicle for over a month which is a big, unexpected expense while waiting on my vehicle to be repaired. If the repairs was unable to be completed at the promised times, than someone should have contacted me to inform me instead of me calling to inquire. I have been a longtime customer but this business has officially lost my business.
Business response
05/26/2022
*******,
We are normally known for our exceptional attention to detail when it comes to our customers. We sincerely apologize for your experience. The automotive industry is currently facing many shortages and back-order issues. I'm unsure why a Service Advisor would give you a date for when your repair would be complete. We still have not received a part that is needed to fix your vehicle, and the eta is not definitive. I will continue to keep you updated on the missing part, and I hope that it will arrive soon. However, it is out of our control on when this part will arrive. We have opened a case with Chrysler to see if they could expedite the part or help you with the cost of your rental. I will update you when I know more. Acadiana DCJR would like to offer you a generous discount on the cost of the parts to help alleviate some of the inconvenience that you have experienced. If you would like to discuss this more, please contact me at ###-###-#### or email me at ********@acadianadodge.com.
Sincerely,
***** *******
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.