ComplaintsforJames River Chrysler Dodge Jeep RAM

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a used truck from this dealership March 21, 2024 and within the first month of having it I&#**;ve had to make multiple repairs on it. I had to have an oil change, take it back to the manufacturer who told me there was an oil leak and my brakes were seizing up. The dealership assured me everything on the truck was perfect. Again, I started having more issues with the truck and asked if I could have diagnostics run on it but they said it would take a couple days which I cannot do as I drive for work. They are refusing to give me a loaner vehicle due to my age which puts me at risk of losing my employment. I have an extended warranty on the truck which has only covered the oil leak.

  

  Business response

  06/21/2024

  
  Our Dealership sold *********************************** and his girlfriend a preowned 2017 ****** Titan with ****** miles on March 21st 2024. At that time, the vehicle had been through reconditioning and was test driven by *****************. They did opt for a powertrain only warranty with their purchase.
  On April 26th 2024 ****************** brought his 2017 ****** Titan in to our service department after driving the vehicle ***** miles in one month, to inspect an oil leak and brake concern. We found a rear brake caliper locked up and oil leaking from the engine. We were able to get the oil leak covered under the extended warranty less the $200 deductible. We split the cost of the rear brakes with the ****************** out of customer goodwill.
  Currently ****************** has taken his vehicle to another repair facility to have it looked at per the email we received from his mother ***********************. She stated the vehicle is throwing codes that showing something is still wrong
  Although, we are sincerely sorry that ***************** is having troubles with his vehicle, there is nothing we can do for them if the repairs needed are not covered under their extended warranty. 

   

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

  GM/Partner

• Initial Complaint

  03/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased my 2016 Buick Regal Turbo GS AWD from ********** **** located at **** * ** ****** ******** on April 23, 2020 for $20,805. This price included the extended premium warranty that was told to me would cover any mechanical or electronic issues on my car for 3 years or 30,000 miles other than normal wear. I took my car to the JRD service department for repairs due to a noise coming from the center running gear on Jan 24, 2022.. JRD authorized a rental car while they determined the issue on my car. I called them on Jan 31 to ask of the status. they said they were waiting for an inspector from the warranty company to authorize repairs due to the high cost of the repairs. They explained that they found 3 oil leaks and found that the rear driveshaft needed replaced. They got approval to repair on Feb 1, order parts on Feb 2. I called back on Feb 7th, spoke with *** *****, concerned about the rental car coverage since my warranty covered only 10 days . *** said **** would call to extend rental coverage and would call me back. On Feb 14th, I called to check on status, *** said he would have **** call to see if the parts had come in yet, and call me back. On Feb 21st I called to check on status, the guy that answered said, they were now waiting for a special tool to finish my car and that **** did extend rental coverage and they would call when my car was ready. I followed up on 03/02- car was ready.My boyfriend went to pick up, they said we owed $1400 for rental car, when paid he could take my car. He left, I returned 03/03. I returned rental and they said bill was PIF by JRD. Once at the shop, they stated once I pay them $1400 I could have my car. I told them since they billed only 14 labor hours and had my car 6 weeks, I was not paying rental car. to get my car I was forced to pay $500 of rental. Once home I noticed my car had been damaged on front bumper, rear bumper, my wiper blades were shredded, Cost of repairs is $2200, no body will return my call now

  

  Business response

  03/19/2022

  BBB
  *** * ******** *** **** *** ****** ** *****
  
  March 19, 2022
  Re: Complaint No. ********* ***** *******
  
  Dear Better Business Bureau:
  Our Dealership’s Service Department is known for exceptional customer service. Thank you for writing us about your concerns as well as writing the Better Business Bureau. We as the dealer have reviewed this complaint. We stood behind the warranty sold to the customer by ********** **** ***** and interpreted the terms and conditions requested by Ms. *******’s extended coverage. In addition, we covered the deductible for the customer as a customer satisfaction. Ms. ******* had considerable repairs done on her vehicle. Moreover, with the world’s current shortage of parts and staffing, it took longer for the warranty company to provide an inspector for final approval of parts needed for Ms. *******’s repairs. Essentially, we are at the mercy of the inspectors and Warranty providers for approval of repair and rental car coverage.
  In example 1, James River CDJR have text messages to Ms. ******* verifying the fact we had to receive approval for Rental Coverage during this repair. **** writes Ms. ******* and states “they will only cover a certain allotment of days, I’m not sure what that is yet.” Example 2, **** states “parts for the repairs are showing 3-5- days out. Since you had got into the rental prior to approval from the warranty company, you will have to submit for rental reimbursement directly to them.” I do notice **** and our team could have done a better job of communicating proactively based on the text thread reviewed and we will use this as a training opportunity. Based on the documentation we have, the rental car was rented for 38 days to Ms. *******. Based on the Terms and Conditions of Ms. *******’s warranty, Prior approval must we provided prior to any rental coverage. Due to Ms. ******* retrieving a rental vehicle prior to getting approval from her Extended Warranty Provider, none of the charge for the rental car was covered by her warranty provider. As an advocate to the customer, our team contacted her warranty provider fought extensively to receive 10 days at $35 a day of rental coverage. Therefore, the outstanding balance due was $1135.42. Rental car coverage is not a profit center for the dealership, it is provided through Enterprise rental car. Although, we did not have to pay for any of the balance due, we paid half of the balance due to the rental car company as a courtesy to a dissatisfied customer. At this point James River CDJR has put $100 deductible plus $567.71, totaling $667.71. Customer satisfaction is our number one priority at James River CDJR. Ms. ******* still left the dealership that day very angry regardless of what we did.
                 The second part of the complaint that Ms. ******* wrote we find these claims quizzical and can not resolve. The pictures of the front and back of the bumpers on the day she picked up show no damage to the front or rear bumpers. In addition, the customer walked around the vehicle and left the dealership without mentioning anything whatsoever about any kind of damage. The vehicle was left with us with damage on the driver’s side rocker panel. It was cracked and scuffed. In addition, almost all the wheels are marred with road rash damage. This is normal for a car that is approximately 6-7 years old with almost 90,000 miles on the vehicle. I did reach out to Ms. ******* through email letting her know I was reviewing everything. Moreover, I also requested for her to send me pictures of the bumpers of the damages believed to be done. I did not receive these pictures and have been waiting 4 days to receive them. In addition, back to example 2, James River CDJR wrote out to Ms. ******* the day after she picked up her car at 2:00 PM thanking her for allowing us to work on her car. The next day we write back once again asking to call if she may have had a problem with the repair. After approximately 48 to 50 hours after the repair she decides we have damaged her vehicle. It is hard for me to assume that something didn’t happen during this extended time after repair.
                 At this time, James River CDJR has reviewed these claims extensively and we are not open to any further exactions to Ms. *******’s Repair and we believe that we have done everything in our power to accommodate the situation. We once again appreciate the business and will always do everything within reason to provide excellent customer service. We were happy to cover $667.71 to help Ms. ******* as a customer satisfaction and we believe this was more than fair according to the situation and circumstances that we were not required to cover any of it at all. We covered it out of customer appreciation and good faith.
  
  Sincerely,
  

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

  Customer response

  03/22/2022

  Complaint: ********
  
  I am rejecting this response because:
  **** is not being honest in his response. First, at no time did I ever walk around my vehicle before I left the dealership. If in fact **** has pictures of my bumpers on the day I picked up my car he has not presented these to me. However, I have provided him with both photos and estimates for repair. Fact, since my initial complaint , I have found bolts that should have been returned to my engine as well as parts of a tool left in my engine compartment from the repairs that should have not been left a stray.  I should also mention that after looking on the JRD website they clearly do not strive to satisfy any customers, as they continue to have several complaints about the lack of service. Finally, I can prove that my car was not damaged on the bumpers prior to being in the shop for 6 weeks. I am going to pursue the repairs to be paid for by JRD, as they are clearly responsible. I agree that my rocker panel had damage prior to these repairs. I am not seeking repairs for the rocker panel only the damages they did to my front and rear bumpers. If they have a document showing condition of my car when it arrived and when it left I would love to see such document. I would think this would be a best practice for a reputable service shop. Although, I can assure you this process is currently not in place at James River Dodge. It seems as though it would be a good thing to implement for the future. please continue to help me find resolution with my complaint. 
  
  

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

  

  Business response

  03/28/2022

  To whom it may concern,

  I wrote ***** twice once on Friday at March, 25 6:03 pm and on March 26 at 11:54 am. I also called her today at 3 pm to follow up with the emails and correspondence. We have spent over $650 dollars to satisfy the customer to no fruition. We paid for 1/2 of the rental car when we communicated it would be an expense to her. I will continue to follow up with Ms. *******.

   

  Thank you, 

  **** ******

  Partner

  James River Jeep 

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

• Initial Complaint

  01/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a new 2021 Jeep Compass February 12, 2021, from James River Jeep. With the cold weather I utilized the seat warmer the first week I had my Jeep. I immediately noticed that the leather on the seat became bubbled and would not return to the original flat surface. The passenger seat warmer was also used and nothing happened to that seat. I called the dealership and explained the issue. I was told that when I came in for my first oil change they would look into the issue. I went in for my first oil change on May 21, 2021. At this time **** ****** the service representative looked at the seat and took pictures and stated that he would submit a claim to the corporate office and would get back to me. I waited for 3 months and then called to follow up. August 2021, I called the dealership, explained my concern that I had not had a return call and was told that they were waiting for a corporate rep to give them direction. I waited until October and still no further information or update was given. I went in for the 2nd oil change October 08, 2021 and once again asked for any information. They were not able to give anything further but took additional pictures and said they would follow up with me in a few weeks. No contact once again. I had a sensor issue and took the jeep in once again Nov. 15,2021 and asked once again what they were going to do about the seat issue. I was told that they would follow up with me. I have left 3 voice mails for the service manager and not one call has been returned. I then called Jeep Wave to file a complaint in Dec. 2021. After 3 weeks, and 3 phone calls I was informed that the dealership has denied the claim as it was normal wear and tear. This is NOT the case. Using a seat warmer one time would not cause the leather in a seat to bubble in the manner that it did. I had a Jeep Renegage for 4 years and used the warmer and nothing happened to those seats. I am simply asking to have the seat replaced.

  

  Business response

  01/13/2022

  BBB
  *** * ******** *** **** *** ****** ** *****
  
  January 13, 2022
  Re: Complaint No. ********, ***** ********
  
  Dear Better Business Bureau:
  Our Dealership’s Service Department has actively worked with the CDJR factory team on getting this resolved for Mr. ********.  The customer care phone number is ************. CDJR factory team has rejected the case that we submitted on Mr. ********s behalf. As you can see by the response from Jeep they state “Wrinkling in not an abnormal condition in leather seat covers. With use”. We suggested the repair for CDJR to “replace the seat cover.” *** ***** is the service manager at James River CDJR and he can be reached by his cell phone to help expedite the resolution to this concern. Joe’s cell phone number is ************. We have left a message for Mr. ******** to call us back at 11:02 Am on 1/13/2022
  Chrysler and the CDJR team are unwilling to provide help at this time. We as the dealer are willing to help as we have been fighting on the behalf of Mr. ******** to get this approved.

   

  Chrysler and the CDJR team are unwilling to provide help at this time. We as the dealer are willing to help as we have been fighting on the behalf of Mr. ******** to get this approved.
  Options
  -Mr. ******** should call and open a customer care case through phone number ************. He is the only one that can get this opened. Claim number ******, Vin number ******** needs to be used when having them review the case.
  -We have a company DR. ***** who may be able to make the seat look more acceptable for Mr. ********. We are willing to cover the full cost of this as gratitude of Mr. ********s business and loyalty.
  -We can replace the seat cover and cover a portion of the cost to do so. The seat cover replaced would come out to $783.12 before tax. We will cover 313.25 of the repairs. That would leave 469.87 before tax to be covered by Mr. ********. We are willing to cover 40% of the repair although it is something the manufacturer wont cover.
  -All repairs done may lead to not a permanent fix and only a momentarily repair as the manufacturer is saying this wear seen in the seat is from normal wear and tear. The position of the main wrinkle is right around the place a wallet may or may not be held in the back pocket.

  Sincerely,
  
  **** ******
  Managing Partner
  ************

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