ComplaintsforTom Ahl Chrysler Dodge

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased an SUV in March of 2023, transaction was quick. However, I was unable to get the car same day as it was hit in the parking lot and needed front fender repair. It was repaired, however the front plastic guard ended up coming off later while driving. 1 month after taking this car off the lot, we noticed oil consumption was far more than it should be. We did take a trip and decided it was probably due to that. Kept an eye on oil, we had to add oil in between all oil changes, Oil change place even mentioned it was using way more oil. 6 months after purchase the motor completely blew. Contacted dealership multiple times as I had only had this car a couple months. Finally received response that I should take it to a KIA dealership, and it should be covered because KIA knows their motors are bad. Engine cannot be repaired per KIA dealership. Low compression/ Oil consumption was pre existing prior to purchase of vehicle. Contact was made numerous times to dealership about the oil and the engine with little to no contact. Bad service, bad business.

  

  Business response

  03/25/2024

  I have attached documents which shows that this vehicle came with a 2 month or 2,000 mile warranty. This incident occurred outside of that timeframe. We were made aware of the issue 6 months after purchase of the vehicle. The customer declined extended warranties and only accepted the GAP Advantage Program. We present available warranties to all of our customers at time of purchase and they sign whether they accept or decline. In this case, additional warranties were declined and customer was out of the initial 2 month/2,000 mile warranty. Please let me know if there is any other information you need from me. Thank you.

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/3/2023 I purchased a 2017 Dodge Journey from Tom Ahl Dealership-Under less. The salesman that sold me the vehicle **** ****** was very helpful and informative during the transaction. However, I left after signing papers and was told to come back after I got off of work at 5 pm to pick up my newly purchased vehicle so they had time to detail it. When I picked up my new vehicle- it was still filthy on the inside and **** ****** informed me that he noticed the back passenger lock was not working and they would fix it. He informed me his manager **** would have to order the part and he would contact me when the part came in and I could bring back the vehicle. On Friday 5/5/23 **** texted my phone stating the part came in and I could drop the vehicle to the 10 and under lot Monday to have the lock fixed. I dropped my vehicle off to **** at 10 and under and he provided me at this time with a loaner vehicle (which was extremely filthy) and informed me he should have my vehicle ready for me by the end of the day. During the text messages I requested my vehicle be re-detailed d/t the poor detail job that was done on day of purchased. Was told vehicle would be detailed again. Received text message 5/8/23 at 11:10 am that vehicle would be finished and ready to be picked up late afternoon. Checked in with **** ****** again at 4pm to check status of vehicle and he texted back and informed me that it was being worked on currently and should be done soon. Was called that evening close to closing hours of 10 and under and was told vehicle may not be ready until following day, moments later received another phone call that vehicle was ready for pick up. Picked up vehicle from 10 and under and returned loaner vehicle and by the time I got home with my vehicle which was less than 1 mile from 10 and under my check engine light came on. Then the nightmare of issues with my vehicle began. I contacted **** ****** informing him my vehicle check engine light came on. He requested I drop vehicle off to him, again to 10 and under and he would have a loaner vehicle for me to drive while he took my car to service and call me once it was done. I informed him that it looked like while the service people they took my vehicle to did a courtesy check on my battery while they had it. I dropped my vehicle off to 10 and under 5/10/23 at approximately 9:30 am. Received a phone call on 5/11/23 that the Catalytic Converter was bad and needed replaced. He informed me ******* ***** in Lima, Ohio would be repairing vehicle and again he would call me once fixed. In text messages he stated that check engine light is almost always emissions and felt like no further check into the engine was necessary. I requested via text messages again vehicle be taken to ***** **** ********* since his detailers were not detailing vehicle properly as promised with initial purchase. He replied back that it would be re-detailed once they got the vehicle back from getting the catalytic converter replaced. Received text message on 5/12/23 that my Journey was back and ready for pick up once they detailed it again. Picked up my journey at approximately 4:45 pm and once again- vehicle was filthy still from initial purchase condition. Saturday 5/13/23 my significant other and I drove my newly purchased vehicle on the highway where the vehicle was having difficulty accelerating and picking up speed on highway. Speedometer said 70 mph but speed was probably around 35-40 mph- traffic was going around us fast and once we got somewhere safe pulled vehicle over and back right side passenger tire was smoking. Monday 5/15/23 **** told me that it was OK to drop my vehicle off to his 10 and under lot and he would drop it off to there Chrysler service department and it may take awhile d/t being busy. 5/16/23 received phone call that the tire was hanging and brakes were bad and needed replaced on back right passenger tire. Brake was changed on that tire and tires were rotated and balanced. Picked up vehicle 5/17/23. Saturday 5/20/23 drove Journey on highway again to go to Cincinatti and vehicle again was not wanting to accelerate. Had the pedal to the floor and vehicle would not speed up to traffic. Had multiple semis and vehicles nearly hit us d/t how slow car was going in traffic. Informed **** ****** 5/22/23 at 9:36 am and he had me drop the vehicle off once again and provided me with yet another loaner, which again was a little car and filthy dirty. He contacted me 5/22/23 and notified me Vehicle now needed a Torque Converter. Vehicle this time was not returned until 6/6/23. At this point I stopped contacting **** ****** and **** at 10 and under d/t the reoccuring issues with the vehicle. Was forwarded to ***** Ahl and ***** ******* who then were very difficult to deal with d/t not being understanding of the issues at hand. When I got my vehicle back on 6/6/23 the vehicle continued not to drive properly- had acceleration issues. ***** and test drove vehicle and said they accelerated speed and felt like the car was running great and ***** Ahl proceeded to say "I think you have a really great car, I would put my gradma in it." The vehicle then had to be taken back multiple other times for 2 more catalytic converter repairs ( because apparently they put the wrong brand and size catayltic converters in the last 2 times) a cam phaser sensor and issues with the air conditioner not running. On multiple occasions they had my vehicle for more than 1 week at time. This time we are now on week two with a estimated fix date of next week. *** Ahl and I also spoke on many different occasions where he promised 2 times now to get me into something different in order to make things right. The first time he took back his word saying it would be too much of a loss for him since I traded my old vehicle in with negative equity. He offered to pay 1 month car payment instead and promised again, car would be in great working order and I should no longer have issues. Again, car had the 3rd catalytic converter go bad with the cam phaser sensor. *** then promised to make things right by getting me into something different but asked me to first be patient while they repaired my vehicle under my warranty that I purchased when i bought my vehicle and that once the claim was closed out we could start the process of getting me into something different. This is when ***** ahl called me on 11/7/23 and stated they would have to charge me 35 cent per mile on my Journey when i got my new vehicle and also would be out taxes and down payment. She laughed on the phone with me telling me that they have been nothing but good to me by fixing all repairs at no cost to me and that I would not get this service any where else. The treatment let alone the service to make things right by getting me into a properly operating vehicle and safe vehicle at that has caused nothing but stress and burden on my family and I. I continue to make $500.00 car payments and insurance payments on a vehicle I've just purchased and continues to have issues with very little understanding from *** and *****. ***** has treated me like I'm a burden and that my concerns and satisfaction with my service is not important. I'm on week 2 without my vehicle d/t them wanting me to wait until they can close out the claim of fixing yet another issue with my vehicle and without the vehicle i purchased let alone without a vehicle that properly suits my family. My process of getting new vehicle is continuously being delayed.

  

  Business response

  11/21/2023

  When the dealership was originally notified of the issue with customer’s 2017 Dodge Journey we did not hesitate and got the vehicle back in to service within 48 hours of her complaint and we did get her a loaner vehicle to drive as not to inconvenience her with not having a vehicle. With our best efforts we got her vehicle in and performed the repairs. In addition to the repairs we also did a full re-detail of the vehicle to take care of ******’s request.
  Customer did reach back out to the dealership several times after this repair and each time we got in vehicle back into our service department in less than 48 hours and into a loaner vehicle at no cost to customer. After each time of repairing the vehicle we made sure to test drive the vehicle to make sure everything was in working order.
  Unfortunately to the best of our abilities we were not able to repair the vehicle to customer’s satisfaction. Customer did request to get a different vehicle and at that time the vehicle was in our service department getting warranty and dealer work done to the vehicle, again at no cost to the customer. We waited 48 hours until the service work was done to find the customer a different vehicle.
  We then began the process of finding customer a different vehicle and returning/trading in her 2017 Dodge Journey. With her lenders approval we re-assigned the 2017 Dodge Journey back into the dealerships name and clearing out the original loan.
  She needed to have a 3rd row SUV, we found a 2020 Dodge Journey that we had to pull out of our rental fleet. We then needed to obtain a new loan for the customer for the 2020 Dodge Journey. We went back through her previous lender and obtained an approval and the customer agreed to the terms. She signed and finalized the paperwork on the 2020 Dodge Journey on 11/18/2023. 

  General Manager 

• Initial Complaint

  09/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an insurance claim on my 2019 Jeep Wrangler. This involved water damage to the engine and drive line components. My vehicle was taken to Tom Ahl Chrysler/Jeep/Dodge/Ram for repairs to be paid by my insurance company. It took three months for the repairs, which I understood as supply chain issues were happening. However, they first ordered the wrong engine, which set back the process another several weeks. Then once the new running motor was in, they claimed to inspect and fix other issues. However, they did not fix anything else, and the Jeep was still having major drivability problems. I then contacted my insurance and they had me take it to a different shop. That shop has diagnosed and shown that Tom Ahl did not fix anything beyond the new engine. My insurance has already paid Tom Ahl, and will not pay for the additional repairs, so I am stuck paying $2000 out of pocket, meanwhile Tom Ahl has committed fraud. I want the money for the repairs that Tom Ahl did not do to be given to the shop that has the vehicle which is ******* **** ** ********

  

  Business response

  09/22/2022

  [BBB Transcription via Email]

  
  ***** ******* <*******************>
  Wed, Sep 21, 4:28 PM (** ***** ***)
  ** **
  
  In reference to claim # ******** we repaired the customers vehicle with the guidance and estimate from the customers insurance company.  The customer reached out to us while the vehicle was at the other dealership and the service advisor asked if the customer wanted to bring the vehicle back to our shop and he declined.  The advisor did send a copy of our repair invoice to the other dealership to show what repairs were made to the vehicle.  If more repairs were needed to the related incident he made the claim for in my experience a supplemental claim could have been made to his insurance company for the repairs.  We were not paid for any repairs that were not made to the vehicle. 
  
   
  
  ***** *******
  
  General Manager
  
  Tom Ahl Family Dealerships
  
  ************

  Customer response

  09/22/2022

  
  Complaint: ********
  
  I am rejecting this response because: No additional diagnostics were done on the vehicle. The insurance claim was for water damage and a seized motor. Obviously after a new motor was installed one would think that additional diagnostics would have been completed. Furthermore, the fluids that were allegedly changed were not. I verified that the differential fluids were contaminated as was the transfer case. Furthermore, the other parts that were “serviced” were still packed with dirt and water residue. Unless your service department was able to replicate the dirt caused by the insurance claim I highly doubt that the parts were changed. 
  
  Sincerely,
  
  ****** ******

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