ComplaintsforGladstone Dodge, Chrysler, Jeep & Ram

• Initial Complaint

  11/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought our Jeep from them and the extended warranty. They have had our Jeep now for over a week and won’t respond to any calls or texts about fixing our issue and we are without our car. No updates. No reponses. Nothing even when asking for escalations.

  Business response

  11/12/2024

  **** *****

  We will have someone in contact with you this morning and work to get this wrapped up ASAP.

  Please feel free to contact ******** ****** General Manager at ************ or ***************************

  I am sorry for the length of the service and will make sure this is addressed.

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

  Customer response

  11/12/2024

  
  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

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a retired Army combat veteran. I have a 2023 Jeep Grand Cherokee that I bought brand new and paid in full. My vehicle is still under warranty. I took my vehicle for routine maintenance and a diagnostic on front suspension on September 4 2024 at 08:00am. On September 6 2024 around 04:00pm They completed the routine service and discovered no faults in the diagnostic. However, they told me they damaged paint. They want to repaint my car, which will obviously lower the value of my car, since my car has no prior paint. and they do not intend on replacing the damaged part with original manufacturer part, which is something they can easily do. Moreover, their general manager contacted me, and talked to me in a demeaning manner, and explained to me clearly that they do not care that my car will lose value after painting. nor will they refund. I have worked very hard my entire life for every penny. Please help resolve this issue. I just want them to be held accountable for negligence on their part. I recently left Army life, I already have a hard time adjusting to civilian life, there are too many stressors in my life, and this business in question has furthered my suffering and mental state. I urge you to please reach out to them.

  Business response

  09/11/2024

  Gladstone DCJR has admitted to the minor scratch on the vehicle.  We have also agreed to make the repair as needed and correct the issues at no cost to the customer.  Customer has demanded that the vehicle not be painted on as required to repair this scratch.  That is the only way to make the repair.  It is the normal and correct process to address this issue.  We have also agreed to leave it as is and pay the customer directly the amount of the estimate for the repair so he can address it however he would prefer.  We will proceed which ever option he decides he wants to choose.

  Please advise.

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

  General Manager

  Customer response

  09/11/2024

  The value of the original part in question is around $1,300-1,500. Plus $200 labor. 
  if they agree to pay this amount, I will consider it fair for the damage they cuased

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I went here April 23 to have the transmission fluid in our 2021 Jeep Renegade flushed and replaced. After inspection, we were told the Rear End Seal needed to be replaced, and it would take 5 days to complete. We were quoted $865 for the parts and labor needed for the flush, and that the Rear End Seal would be covered under warranty. In the meantime, we rented a 2022 Jeep Cherokee from this dealership. Five days turned into 24 days, and on May 4th we were in an accident involving the Jeep Cherokee. No other cars were involved, and I called Gladstone Jeep to discuss the issue and started a claim with my insurance company, Traveler’s, and brought the car back to the dealership. The car was deemed driveable, and they let us continue to use the rental car. On May 16th I got a call saying that our vehicle was ready for pickup, and that the new amount would be $1300, plus an additional $1000 for my deductible. We were never advised of this change. We explained that there was no deductible to pay per my insurance policy, and that my insurance advisor told me that all payments would be made to them. ***** ******* the service manager, insisted that I would have to pay the $1000 deductible on top of the original repair cost in order for my car to be released to me, and that she would refund any additional funds to me directly. She said this was so the car could be repaired starting that day. At no point had my insurance company been able to do a damage inspection or report for themselves. My insurance agent has tried to reach out to her many times with no answer. She finally agreed to release our car to us, and I paid the $1,357.00 for labor and parts for the Jeep Renegade, along with the rental fee. While leaving, we noticed that the transmission was having issues and that the car would not reverse. We took our car back to the dealership and were told that they would get to it May 17th. There has been no update, no answer, and no returning of our calls.

  Business response

  05/22/2024

  The vehicle in question was in for service and did develope a leak right after the repair.  It has been retunred and is currently in having that issue corrected.  Our service department team has been in contact with the customer and working to address these concerns directly.

  Business response

  05/22/2024

  This is conversation our service and parts director had with *** ********

    At 11:30 AM on 5/22 I spoke with ********* husband in regards to his vehicle. He was frustrated about the fact that his vehicle was back in the shop. We originally had his vehicle in the shop on 4/22/2024. It came in for a transmission service. He also wanted us to look it over for any warrantable repairs that needed to be done. We found a leaking vacuum pump, water pump, valve cover gasket, & leaking rear main seal. We addressed all of these issues and repaired them while it was in the shop. After we initially delivered the vehicle to him after these repairs and services he had transmission issues once he got it home. He stated that it was making noise between 45-55 miles per hour and felt like it was slipping between gears & reverse. We got the vehicle back here to the dealership and opened a ticket on it on 5/16/2024. It was diagnosed that it needed a transmission replacement on 5/21/2024. We are currently backed up on transmission work & our transmission team is about 1 week out on diagnosing transmission concerns. I called and talked with *** ******** on 5/22. I asked him his concerns and if he had any questions in regards to his vehicle. He stated frustration in regards to the transmission having issues, the time frame of diagnosis / repairs, and communication. He was also frustrated with us trying to collect an insurance deductible from him on a Rental car that belongs to the dealership that he damaged while his car was being worked on during his initial 4/22 repair. While talking *** ******** talked about resolution and making things right. I asked him a couple of times what he was wanting in regards to this "resolution". He kept stating that there was no making it right. He later did say that he wanted his vehicle fixed and done in a timely manner. He also stated that he wanted me to follow up with him on his vehicle's progress. I told him I needed to get approval from ******** to replace his transmission and would have to order parts to get it fixed. He agreed to let us proceed with the process and repairs. I did explain that his vehicle was still under factory warranty and the transmission replacement would not cost him any money out of pocket. Within 20 minutes of talking with *** ********, I called him back with the good news that the transmission was approved for repair and explained that we had the parts on order to fix it. I explained that the transmission would not be here and ready to install until Monday 5/27/2024. I also let him know that we would follow up with him as soon as the transmission arrived and this would be no later than Monday 5/27. We will continue to follow up with *** ******** until his vehicle is repaired. Repairing his vehicle is marked as a top priority within our shop. We fully expect the vehicle to be back on the road the week of 5/27/2024.

   

  Customer response

  06/13/2024

  Our car was finally ready on 6/13. But now the dealership is refusing to provide us with the service records, showing what was repaired/replaced and when. There is no update to the services performed on the Mopar website, or on Carfax. We do not have a clear indication of what services were actually performed, as the paperwork they provided us at pickup only shows the notes from the technicians on what they planned on doing. I just want the service records from 4/22/24 to 6/12/24, so that we can verify everything that they said was done was actually done, and if we have any issues with the new parts in the future.

• Initial Complaint

  04/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  our car was stolen and recovered. We took it to Gladstone Dodge for repair. We were given a quote and expected all items on list to be done. However, they didn’t do almost $600 worth of work plus time and taxes for about $1000 total they said they would, they quoted clean up and detailed plus our emblem. No emblem was put on and the car came back filthy, with glass all in it, sticky marks everywhere that’s almost impossible to get off where it appears stickers were applied, the underside of the dash was not put back in place and hanging out with wires showing. They charged us for all this but never did the work. This Dodge dealership is the worst about scamming people. We want resolution.

  Business response

  04/15/2024

  BBB,

   

  We have spoken to the customer and the vehicle is due back into the dealership on Tuesday 4/16/24 for a follow up inspeciton.  Once completed we will finalize the response.

   

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

  Customer response

  04/15/2024

  We will see what they say about the issue and how they plan to resolve.

  Business response

  04/16/2024

  Vehicle is due to be back in the service department 4/16/24 in the afternoon.  Until it is here nothing can be done to review the issues claimed.  The repairs will be reviewed and submitted to the customers insurance company for approval.

• Initial Complaint

  10/19/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I placed a deposit to order a new vehicle June 15th 2023 I was quoted 3 month wait time- due to automotive strikes this timeframe passed and I didn’t receive the car I no longer wish to wait and wait to receive my deposit back They refused to refund the deposit

  Business response

  10/19/2023

  *** ******* did place a special sold order for a new Jeep Wrangler.  When the order was placed *** ******* left a required sold order deposit in the amount of $500.00.  *** ******* was informed at the time that the deposti was non-refundable unless the vehicle was received damaged or incorrect from the order.  The normal time for a sold order is 3-4 months.  There are events that have delayed this tme frame due to an ongoing UAW strike at the assembly plant that builds the Wrangler.  There is a current estimated ship date of November 15, 2023.  Depending on the work stoppage this could hold true or possibley be extended.  Gladstone DCJR has not altered our order structure and all events are beyond both *** ********* and Gladstone's control.

  Business response

  10/20/2023

  *** ******* placed a special order for a new specfically built Wrangler.  Due to issues beyond both *** ********* control and the dealerships control with the United Auto Workers strike against the manufacuturer the delivery process has been delayed.  As to *** ********* claim of a guaranteed delivery in three months no such promise was made.  The normal time frame is 90-120 days under normal circumstances.  There are extraordinary circumstances applied at this time.  Unfortunately the circumstances did change during the manufacture period.  The sold order deposit is non-refundable.

  Customer response

  10/20/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I was promised and quoted a timeframe. This business failed to provide me my services in a reasonable time frame. 
  

  -nothing was signed and no services were rendered 

  - legal language ‘deposit’ implies refundable; ‘retainer’ applies non refundable 

  -this business is now withholding my money and refusing to return it after they failed to provide me with the services they promised .

  I am yet again requesting my deposit $500 back. 

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

  Customer response

  10/20/2023

  They claimed 90-120 days delivery time in the last response. It has been weeks passed that.  
  
  this dealership stole my money and is refusing to return it even after they quoted me a time and were unable to provide me with the services in this time frame. 
  

• Initial Complaint

  02/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my Jeep to Gladstone Dodge Chrysler Jeep in Gladstone MO. I asked them to diagnose the noise coming from my engine. I told them I had already put a code reader on it and knew that my O2 sensor was bad and that it was not the reason why my engine was making a knocking sound. They did the diagnostic test on it and told me that they would have to tear my engine apart (for $1200) to come up with why it was making the noise it was making. Then they took it upon themselves to add another unrequested diagnostic fee. The 2nd fee was to run it on scanner and tell me it had an o2 sensor code which i already knew about. I only needed the noise diagnosed so i could use my car shield insurance which i was never able to accomplish. The 2nd $250 charge was for an unauthorized diagnostic test that still did not determine what the engine noise was. So they needed to "tear my engine part". I told them that I did not have $1700.00, let alone $500.00 for 2 diagnostic tests. They had quoted me a price of $250.00 to determine what the engine noise was. They not only failed to diagnose the noise coming from my engine so i could get it repaired under my car shield insurance policy. They wanted $500 before i could get my jeep back, I told the service writer I only had $250 prior to them starting the repair. At this point they had charged me twice the quoted price and the amount I had to spend. They then proceeded to tell me if i did not pay $500 bill they would not be able to return my jeep to me. I decided to retrieve my jeep out of their parking lot with my spare key but they still have my key fob and I want it back, i spent over $300 on the key fob but i still think they tried to double charge me and or use unethical business practices to steal my jeep. I felt like they took advantage of me and lied to me and were trying to force me to pay for something I did not need or request because i was a female and was at their mercy.

  Business response

  02/03/2023

  *** ******, brought her Jeep into our service department on April 6, 2022.  At the time the Jeep had 180,345 miles on it.  Customer had on recall to complete and asked to check on two other items.  The Check Engine LIght was on and a "Ticking Noise" in the engine.  Our service department performed the initial write up for *** ****** and put the vehicle in our shop for diagnosis.  *** ****** declined the needed repairs and did not pay her bill.  Sometime over the next few weeks *** ****** came into our lot and drove her vehicle out of the facility with her extra key.   We sent a demand letter for the amount due to *** ****** which went unanswered.  We did have the extra key for a while but it has become misplaced and we are not able to locate it.  *** ****** still owes the amount due from her diagnosis.  We in due course at the end of the year wrote of the amount due from *** ****** and closed it after no response from her after our demand letter. 

  We consider this matter closed and *** ****** is due nothing at this point.

  ******** ** ******      General Manager

• Initial Complaint

  06/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was to be serviced on 6.17.22 by Gladstone DJCR. It is June 24th and my car is now in worse condition than when it arrived. When starting my vehicle 2 days prior to May 17, it didn't want to start and white smoke was billowing out of the exhaust. The diagnosis 3 weeks later was a blown head gasket. I had my vehicle for 8 months. There are 60,919 miles on it currently. It's just passed the factory warranty by 919 miles. There have been talks of "goodwilling" the factory warranty and replacing the engine under it; however my engine is still torn apart and no one is returning my calls. I’ve contacted the service manager (***** *******) multiple times and the GM over sales and service (******** ******). I finally heard back from ******** after 4 days and he said he would handle things and call me back within the hour, which he did not. There's been back and forth talk between *** (the company I purchased an extended warranty from for THOUSANDS of dollars) and GDJCR for over a month now. GDCJR is saying I need a new engine. My warranty company, ***, approved for head gaskets to be replaced. Not only is my engine still torn apart and no parts ordered, but it also was left outside. In the rain. With the windows down. My vehicle now looks and smells like a junk car. I grew up in poverty. I finally made it out. This was my first vehicle I’ve been able to purchase on my own. I spent almost $40,000 and it now looks like trash thanks to GDJCR. I opened my car door and got a whiff of the smell and had an anxiety attack. It literally took me back to being in bad times. When I arrived yesterday to get my loaner is when I saw my vehicle in a worse state than when it was brought to them. I was hysterical. I spoke to the service manager, ***** *******. He said he wasn’t aware of my issue; however, I’ve left him voicemails, employees said they hand delivered notes, and I spoke to his boss to no avail. He said he would try to get me engine. Said he'd contact me back. He hasn't.

  Business response

  06/27/2022

  In response to the above complaint.  We are at the mercy of the warranty company for approval.  The vehicle has an internal engine problem.  We have diagnoised it and sent in to the warranty company for approval.  We are still waiting on that approval.  We expect to have the answer either Monday 6/27 or Tuesday 6/28.  Once approved we will complete the repairs as approved.  The vehicle was pushed outside one morning and did get rained on before we could get the windows covered up.  Once repairs are completed we will clean the vehicle both inside and out to address its current condition.

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5/3/22 Vehicle repair due to Department of transportation recall. Prior to knowing the part was on recall contacted this same particular dealership to purchase the part and was told they can have it in 24 hours. After further research found out the part in question was on federally mandated recall. They have NO remedy for the delay. I have been told every day " the part will be coming tomorrow". They have had one excuse after the other. The vehicles no longer drivable because they removed the part and now I have no vehicle and they have no idea when they'll get the part. I the consumer contacted other Chrysler dealerships in my area that were able and willing to buy the part from an out-of-state dealership and have it within 48 hours. However because the part is on order per VIN specific , no other dealership can order the part. I have been treated unfairly due no out-of-pocket costs related to the federally mandated recall. I have had no vehicle going into the second week.

  Business response

  06/07/2022

  The vehicle in question is a 2008 Chrysler.  The part is a VIN specific part that can only be ordered one time.  It was ordered on May 31, 2022.  Due to massive shipping delays nationwide the part has yet to be delivered.  We are expecting an update today June 7, 2022 as to when the part will arrive and can be installed.

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of service – 04/30/2022 to 05/03/2022 Amount in dispute: $255.00 USD Vehicle: 2018 Dodge Challenger Service Requested: Automotive service appointment scheduled to resolve an Air Conditioner leak using 3rd party warranty (**********/*******). Issue/Details: I brought in my 2018 Challenger on Sat 30 April 2022 knowing there was low AC refrigerant and requested they locate a leak. That infor***ion was written on their online form prior to the appointment. I gave verbal and written instructions (attached texts) to only perform diagnostic and/or repair if pre-approved by 3rd party warranty company, **********. This was said to the associate upon drop off and again via Gladstone Dodge's text system on the dropoff date. No work was performed on Saturday when it was dropped off. On Monday the warranty service was denied by ********** and the Gladstone Dodge's service department still proceeded with diagnostic and charged associated fee $255. I received a message they needed to perform further troubleshooting and I was asked this time to approve the service. I stated they can try again to see if it is covered and again it was not so I denied the second request. I told the service advisor I did not want to proceed. Upon arrival to pick up my vehicle on Tues May 3, 2022, I received a bill for diagnostics performed even though it was not approved. I paid the fee as required to pick up the vehicle. I left notice with the service advisor at pickup requesting speak with service manager to dispute and collect a refund. I was told at pickup that "Chris" would be in contact the next morning. I did not receive a call. Several attempts to speak with service manager were unsuccessful. I contacted them via their website contact form, left voicemail, and text. Summary: Brought in the vehicle knowing it was low on refrigerant, left with a diagnostic result that the vehicle was low on refrigerant plus paid a $255 bill for service that was not approved.

  Business response

  06/07/2022

  Mr. ******* arrived with the concern of A/C not working. When Mr. ******* signed the initial repair order the diagnostic charge was explained. As well when this began the belief was that the warranty company Mr. ******* had would work on A/C. As it turns out the warranty company declined the repair. The diagnosis was still completed to determine the issue the claim was turned into the warranty company and declined. This would be an issue between Mr. ******* and his warranty company or the company he purchased the vehicle from. Gladstone performed the requested service submitted the claim as requested and that claim was denied. Mr. ******* declined to move ahead with any further repair.

  Customer response

  06/15/2022

  Gladstone Dodge was not to proceed with any diagnosis or repair without approval from the warranty company.  That was communicated to the service advisor at drop off and included in the text message attached to the case BEFORE they started service as seen on the date of the text message.  It was stated BEFORE they did diagnosis to only move forward with any service (including diag) without approval of coverage.  The $255 dollar charge was not covered by the warranty company and therefore Gladstone Dodge should not have gone forward with a diagnostic.  I am still seeking a refund of the unapproved diagnostic charge from Gladstone Dodge.  

  Business response

  06/15/2022

  When the vehicle was dropped off asking for the A/C system to be looked at there was a diagnostic charge to look at that concern and determine the correct course of action.  Once the vehilce was looked at and the repair was called into the warranty company **********/******* it was declined for coverage.  At that time our technician had already performed the basic diagnostics and proceeded with contacting the warranty company.  Once it was determined there was no coverage all work on the vehicle ceased with no further diagnostics or repairs.  The base charge to look at the vehicle from the beginning was the charge billed.  The issues is with the warranty company not providing coverage.  There is no refund due for this basic diagnostic which was provided.  

  Customer response

  06/24/2022

  There’s a misunderstanding about what was to be done and when.  As you stated, your tech performed the diagnostic after my message not to perform without warranty authorization and after the warranty company rejected the service directly to the service department and to me.  You can review the timing and dates in the messages that were initially included.  There is no issue between myself and the warranty company as they rejected service to both parties in advance of the techs decision to perform the diagnostic.  I still seek refund of the unapproved diagnostic service. 
  
   
  
  Thanks

  
  I was deleting some old emails and found my original service appointment email (below).  There are relevant notes at the bottom that I’d like to attach to my case if I still can.  It shows me very specifically stating that work only be performed with approval of the warranty company.  I even noted that it includes diagnostics.  So, they had this infor***ion 2 days before dropping my car off, and I reinforced that when dropped off in the texts I originally included in the case.
  
  Let me know if you need further infor***ion.  Thanks 

   

  
   
  APPOINTMENT CONFIR***ION
   
  Hello *** *******,
   
  Thank you for taking the time to schedule your service appointment in advance.
   
  For your convenience you can add this appointment time to your calendar using the attached file, if present, or by clicking the button below:
   
  Add to Calendar
   
  Service now, pay over time!
  We offer flexible payment plans that allow you to spread your payments across 3-, 6-, or 12-months.*
  Sunbit Financing
   
  Pre-qualify Now
   
  APPOINTMENT DETAILS
  Confirmation Code: **********
  Date and Time: Apr 30, 2022 10:00:00 AM
  Vehicle: **** ***** **********
  Advisor: JOHN *****
  Requested Arrangement: Dropping off vehicle at the dealership
   
  SELECTED SERVICES
  Repair Services:
  Heating or Air Conditioning Diagnosis
  • AC not blowing cold air. Was charged late last summer and depleted quickly.
  
  Tell Us More
  • This is warranty repair through **********. You’ll need approval to perform work including diagnostics. **************
  Notes:
  • Paid work requires ********** (******* Warranty) approval.
   
  Click the button below to track the status of your CHALLENGER:
  

• Initial Complaint

  04/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2018 Dodge Grand Caravan in February 2021 and it had some corrosion on the hood. The dealer I purchased it from stated it was a warranty issue and that I would be able to have it repaired for free at a Dodge dealer. I made an appointment with the dealer close to me, Gladstone Dodge. It's a company I've purchased multiple vehicle over the years and had repairs done. I took my vehicle in on April 1, 2021 for the hood inspection as well as repairs on a rear wiper not working. They were able to repair the wiper and state the body shop was behind and needed another day to inspect the hood and gather photos. When I picked up the vehicle on April 2, 2021 they told me that they'd call me when the body shop could get the hood repainted and have a rental vehicle for me since it would take approximately a week. After a month, I called for an update and was told there was not a loaner vehicle available for me yet. Another month passed and I again called for an update and was told the same thing. This continued for multiple months throughout 2021. At one point I was told there was a new service advisor and took my name and phone number again and assured me I would receive a call for repairs within a week. I've sent an online complaint to them as well as mailed a letter on April 6, 2022 asking for this to be finalized. It has been a full year since I first requested work on my vehicle with no resolution or attempt by Gladstone Dodge to do the warranty work.

  Business response

  04/25/2022

  Mrs. ******, first our aplogiies for dropping the ball on this issue.  We have had two service advisors that were working with you on this issues and both have resgined from the compnay last fall.  Our service manager ***** ******* is going to reach out to you to set this up and get it resolved.

   

  Thank you.

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

  General Manager

  Customer response

  05/10/2022

  I received an email that my complaint was closed because I rejected the response? I have NOT rejected the response. I read their response, it stated Gladstone Dodge would contact me. I'm still waiting for them to contact me so I've not responded to anything the Better Business Bureau has sent me. 
  I don't understand how my response was marked as rejected? I've only read and waited?
  Thank you,
  ******** ******

  Business response

  05/10/2022

  We have tried a couple of time to reach Mrs. ******.  

   

  If she would please send an email to the following email addresses;

   

  ************************** ***************************  We will make sure to contact her directly.

   

  Customer response

  05/11/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I disagree that they have tried to contact me. I have not received one phone call, nor email from them.  I just went through me entire call log again and nothing from Gladstone Dodge, nor any voicemails have been left on my cell phone. But, I will attempt to contact them at the emails listed. 
  
  Regards,
  
  ******** ******

*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. ↩