ComplaintsforPlatinum Chrysler Dodge Ram Jeep

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Very rude. Called in advanced and was told our car would be seen the same day. We received a call stating that the car wouldnt be looked at for three days later because a specialist needed to perform a diagnostic and he wouldnt be available for 48 hrs. The repair manager, ****, argued with me about getting the work done. I Requested a branch manager and was told three different names of who the manager was and they all refused to provide the branch managers email or direct line. When the car finally got looked at the dealership told me it was $7000 to fix the problem. I got the car towed to a different mechanic and told the problem would cost $1500. They wasted my time and my money. The diagnostic fee was $200 for a vindictive answer. Do not recommend at all.

• Initial Complaint

  07/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a used jeep from them back in April 2023; roughly 3 years old. I ended up not liking it as much as I thought. So, I went to a different dealership in November 2023, to trade out my car. Nothing was wrong with the jeep itself, I just didnt like it as much as I thought I would. Due to me not having the car for that long, I was looking to get a refund from them for the warrantys. I filled out a cancellation form that same month and year, November 2023, in person at Platinum Jeep. They said it would take several weeks for it to process. Fast forward to March 2024, and I have still not received the refund or heard back from them. I reached out again, and I was told that they were unable to find the Cancellation form that was filed. So, I filled out another cancellation form in March 2024. Same thing, they said it would take several weeks to process. It is now July 2024, and I have still not received my return. I reached out directly to the person that was helping me the second time, *****. I reached out to him twice before he said he would look into it. That was 7/12/24. I havent heard back him. I think I have been very patient throughout this whole process, but at this point, it is unacceptable. I understood at the time I would most likely not be getting everything back. But at this point, what would make it right is a full return. Extended service contract- $3,350, GAP- $1,000, Maintenance $779, and Triton Pro Drive 360+ - $1,000. Total equaling $6,129. That is what I would like back. That is what would resolve this issue.

  

  Business response

  08/30/2024

  All of these warranties have been cancelled and processed. I have the cancellation check for the guest and have made several attempts to contact the guest through text and phone calls. We did drop the ball on the original cancellation but the other was processed right away and back dated to the original cancellation date.

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I traded in my 2023 ***** Civic ************** on May 31, 2024 and purchased a 2024 Ram 1500 Lone Star 4x4 in Bright White. They quoted out a 20 day payoff for the trade and we signed and were done. I had a really good experience and enjoyed the team. However, I have reached out consistently over these past few weeks regarding the Civic Type R loan not being paid off. Here we are at 40 days after and still, not a single transaction on my loan for the Civic. I texted my salesman last week and he reached out to accounting, they reassured me that they would have it paid off by end of business on Wednesday, July 3rd. Here we are and still no sign. I called ****, whom I believe is the Sales Manager, at 10:00am this morning regarding this issue. He stated he would find out what was going on and get back to me shortly. I still have yet to hear anything. This is ridiculous and I expect better.

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im have a 2011 Jeep grand cherokee. Towards the end of last year. I had my jeep towed to Platinum Chrysler Dodge Ram Jeep due to a fuel pump relay re***l. After I had it towed I ***led several times to check on it and I didn't get a response. After several attempts someone finally was able to inform me that it was done. I went to pick my Jeep up. They pull it around to the front but I noticed that the Jeep's suspension did not raise like it normally does. I went back inside to inform the people there that someone is wrong with my Jeep and that the suspension is not raising. They were extremely dismissive and acted like they didn't care. I looked in the jeep and noticed the suspension light was on. Before this, that light never came on and I had NO issues with the suspension. Since no one would listen to me or do anything about it I got in the car and went home. I brought the Jeep in earlier this year and they said it was the auxiliary air compressor. They also said that wouldn't of happened due to them replacing the re***l. I don't believe that to be true cause I had absolutely no issues until I brought it to Jeep. They said it would be around $4200 to get fixed. I thought about it for a little and then told them to fix it and then asked again what is the total. ****** ****** is the one who I was speaking with. He then said $4800. I said you said it was going to be 4200. He said the 4800 is with the taxes. I was upset because he made it seem like 4200 included everything. They start to work in it for a couple weeks. I constantly ***l ****** ****** and leave Voicemails but he never returns my ***ls or Voicemails. He finally ***ls back after a few weeks and says they found another issue. He said one of the airbags isn't inflating and they need to repair that. He said the new total is $7000.00. After considering it for a few days I tell him to work on it. He finally ***ls after a week or so and says that everything is expected to be done in a few days and he will ***l me when it's done. About a week goes by and I don't hear anything. I ***l and leave more Voicemails but I don't hear anything. I had to leave work to address the situation. They (****** and his Manager *******) say they are still working on it and it should be done by tomorrow. They ***l the best day and say it will take another 1 or 2 days because they are trying to make sure the jeep holds air in the suspension and that they will ***l me in 1 or 2 days when it is finished. I don't get a ***l in 1 or 2 days, in fact, they don't ***l at all. I *** again but hear nothing. About a week goes by and I have to leave work and go up to the dealership again. The last time I was there, ******* said he himself would ***l me if there were any issues, and he did not. About a week later, ******* ***ls me and tells me the jeep is done and I can pick it up. I told him I can't pick it up because I'm going out of town. I asked ******* for his manager's contact information and his manager's manager and corporate's contact information. That was about a week and a half ago. ******* has not ***led me back at all. In fact, 4 days after I spoke with *******, I get a text from ****** saying they ran into another issue with the controller that is built into the module they replaced. They said they would reach out when they have another update. That was on Monday, Feb 19th. Today as I write this it is Friday, Feb 23rd. I have not heard anything since then. They have had my jeep for over 2 months and they NEVER follow through with what they say they are going to do. Not even the manager follows through with what he says he is going to do. I have had very little communication throughout this entire process and this situation has been by far the WORST customer service.

  Customer response

  04/04/2024

  From: ******* ********* <**************************>
  Sent: Thursday, April 4, 2024 2:22 PM
  To: Complaints <*************************************************************************>
  Subject: Re: Follow up on complaint #********
   
  Good morning,
  
  I reached out to a few managers along with the owner's son on Tuesday. I heard back from the service manager yesterday.  He said since I approved the work the only thing they could do was to remove cost for the labor so it would go from around $7200 to around $5800.  I told him I approved the work because it was something that needed to be fixed not that I was accepting responsibility necessarily because the whole reason it was damaged is because of them and since he couldn't approve for everything to be compensated then who do I need to speak with.  I haven't heard anything back yet.  I was wondering if you would be able to do anything in this case?
  These are the emails I reached out to:

  ********************************************************
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• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is ***************************************** husbands name is ********************* we Recently Purchased a 2024 Jeep gladiator on 02/03/2024 at ************************* ************************************************************** they went above beyond on our car buying experience our sales guy was *******************. We had originally went to check out the vehicles at the Platinum CJDR in ******* on Friday afternoon it was close to 7pm, they showed us a few vehicles but told us to come back Saturday to make the purchase since they were closing soon. I decided to take my business elsewhere because Platinum ******* did not make the effort in doing a car sale that day. Saturday is when I made my purchase at *************************. On my way back home while driving I noticed a few little things that needed work like the cruise control not turning on and the lights inside flickering. I figured I'll take it to get looked at later since it was already late in the day. The following day Sunday dealerships were closed. I waited until Monday to take my vehicle. I am a ******* resident so I searched up nearby services &came upon Platinum CJDR *******. Monday around noon I took my Jeep in for service. They went over everything on what needed to be checked on. They noted everything on an iPad &just verified my telephone number. I asked, do I need to sign anything? He replied everything is still under warranty since it is a brand new car there is no charge. It was during their lunch they told me that I would have to leave my Jeep overnight to get it fully checked on. The very next day feb. 6th my husband **** gets a call from platinum dodge at 9am only to tell him that our car was broken into. The passenger window was completely shattered &all four tires were stolen. Upon arrival we were greeted by ******* the service manager, he gave us the news of our car being broken into. We asked to see surveillance ************* when he called the ** ***** to the office. We spoke with ***** and he was unable to give us any information for security reasons on their behalf the only information that he gave us was that it was a one person theft. With that being said we never once received an apology about our vehicle being burglarized. They showed us no sympathy for the situation that had just occurred and didnt seem to help us. The only thing they said was file a claim with your insurance and that the dealership is not responsible for any damages that occurred during this incident. The police report was done without our presence &were told they could do that being thats their property.When we finished speaking with them we went out to the lot to look for our vehicle because they didnt even bother to show us what damages that were done. We ended up finding our truck at the far left end away from the building, what they call overflow lot. We got to the truck to take a few pictures. That was when we realized that the doors were unlocked. That to me is car negligence on their behalf. No one ever came out to see what we were doing. We were out there for a good ******************************************************************* the truck that goes to show how secure they have their lot. Im clueless on what to do next. I'm in shock of the news already on a truck that Ive had for 2 days and this happened to me! I then tried to see if I could get someone to loan me some tires just so I could get the truck out of the far end lot where it is just sitting on rotors & get it closer to the service area. I go back to speak with ***** to see if that's okay. He agrees to put them on if they fit but at a charge of $400 my husband then says okay i could put them on myself but we go back & forth with ***** he says they have to put them on being that its on there property but yet it is my truck.. ******** talk it over in the parking lot and find it ridiculous that they are trying to charge us given the circumstances. At this point Im so upset I dont want any business with platinum ******* since they werent willing to help.That is when I contacted the dealership where I purchased the Jeep in ********** CDJR and they immediately apologized for the situation that occurred &did everything they could to help me out! To begin with they were able to schedule a tow truck to go out today Feb. 7th. It went out there twice the first time they went out &realized there were no tires. That was their mistake because I did let them know that. The second time they had tires that fit my Jeep upon arrival they were directed to my vehicle but were unsuccessful on taking the Jeep because of the ** ***** having them pay the $400 for them to put them on or their other option was to try and get the Jeep on the tow &any damages done to there lot we were going to be liable for.. I got the call from **** from the ********** dealership telling me the ************* just told them to have the tow truck leave because I was not going to pay. At this point I filed a claim with my insurance. I did not want to do this knowing I never signed any paperwork when dropping my car off so I know I should not be held responsible but they keep telling **** have gone to the ******************* for my report but it's an ongoing investigation so I was not able to get any information. Detective ***** has been notified of my situation. He happened to reach out to me after the tow truck situation and he himself called ***** the ** at platinum ******* & was unsuccessful in getting tires put on at no cost to move the vehicle to the service area. They are still wanting us to pay. Eventually the ** ***** finally reached out to me on 2/8 & was willing to put the tires himself at no cost to move the vehicle closer to the service center &that is when I told him I am not liable because I didnt sign any paperwork saying so. This is when his whole character changed and owned up to his responsibility. I did decided to share my experience on social media and it has gotten a lot of attention. There are several comments of Platinum ******* sales manager employees accusing my husband and I of insurance fraud which I find completely absurd & discriminating. I just want my vehicle back and Im sad Im having to go through this during what is supposed to be an exciting time. I just purchased my first 2024 Jeep gladiator and its upsetting how a dealership you partner with has treated me.

  

  Business response

  02/28/2024

  The dealership has been communication with the customer and have repaired the vehicle for her.

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had to bring my brand new jeep 2023 gladiator up to numerous locations on numerous occasions. Not only being inconvenienced and the lack of care for the fact I have to take off time and waste gas to come up here. I brought my jeep in for transmission, horn, and sound quality issue. Each request has been ignored. I had to literally bring a brand new jeep by my jeep to compare sounds just to force them to replace the horn that should've been replaced days ago. They do not offer loaner cars nor do they offer you gas gift cards for the unnecessary driving. This car is almost 1.2k a month and I feel like I'm not receiving the adequate service I deserve. I own a lexus and the service and the month prices I pay there is better. I would like to trade this car in or get a car that actually works. I shouldn't be inconvenienced when I'm literally paying the same amount as a *******.

  

  Business response

  01/30/2024

  ********, I would be happy to look at trading you out of your Jeep. I am the new General Manager here at the dealership. Please feel free to contact me directly at ******************************

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Monday August 7 2023 my 2022 Jeep was dropped for an oil change and tire rotation. Upon picking up my vehicle and driving less than a mile from the dealership my front driver-side tires came off my Jeep due to the service department not securing the bolts. The vehicle was towed back to the dealership and was given a loaner while they fixed the tire. I was told the driver side brake was replaced, the Jeep was detailed and topped off with gas, which is wasnt. When meeting with the Service advisor ********************************* to pick up my vehicle I wasnt told what was damaged and what was inspected to ensure there was no additional damage. I called the dealership 3x on August 14, 2023 with no answer from *********. I also emailed ********* requesting a call from the manager in addition to the initial service request for the oil change and what exactly was inspected and fixed after their negligence with no response. The dealership is 100% liable for the damage they caused and the fact I cant get a simple oil change or requested information goes to show what kind of business this is.

  

  Business response

  01/30/2024

  I am sorry for the issue that you had here at the dealership. I am the new General Manager and I would be happy to assist you with your issue. You can reach me directly at ******************************

• Initial Complaint

  07/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Purchased a 2020 *** M8 from Platinum in mid June 2023. Traded in a 2021 Porsche Cayenne and Platinum was provided full payoff information for the loan on the Cayenne. The transaction included the payoff of the Cayenne by Platinum however they did not pay the vehicle off in full. Received a notice from ***** ********** stating the money is still owed on the loan.

  Customer response

  09/25/2023

  Please cancel this complaint, it has been resolved. Thank you!

• Initial Complaint

  07/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 7/21/2022 we visited Platinum Dodge/Chrysler/Jeep based on their advertisement that a Jeep Gladiator was on manager's special at $46K. The vehicle in question has no indication of dealer price other than window sticker listed at $49K. After starting purchase negotiations, the salesman left to speak with the manager and returned to inform us the vehicle is actually for sale for $10k more, or $56k. This is a bait and switch practice or false advertising and illegal.

  

  Business response

  11/10/2022

  Business Response /* (1000, 12, 2022/09/26) */ Called and left a voice message for ****** regarding his experience. - Jonathan F***** GSM

• Initial Complaint

  01/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 4, 2022, I inquired about a Jeep Grand Cherokee L that I noticed on the Platinum website that was listed for $44,932 after rebates. I submitted a request for my trade and I received an email from Kelly Blue Book and Platinum that made trade offer was accepted for $39,607. I was pleased with the price and trade offer so I scheduled an appointment to test drive the Jeep on Saturday, January 8th at 11:30 a.m. My sister-in-law and I traveled from Athens, TX to Terrell, TX and met Raul Rios. He helped me with the vehicle and we began the paperwork process. After bringing in the paper from finance, we noticed that the trade offer was lower by $607 and pointed it out. He immediately changed it. We start going down the Purchase details and on the sheet you will see the retail price, selling price, rebates, taxes, fees, trade allowance/payoff and cash down with a total amount financed. Down below all the total, there was wording that said Itemized Accessories: Tint $495 (included in sticker as standard), Platinum Connect $599, and Platinum Protect $895.00. I asked Raul twice if those items were already included in the selling price of $44,932.00. He told me yes both times. My sister-in-law, ****** ******* was also present. I agreed based on his promise that it was in fact included in the selling price. After I got home, I pulled out the Itemization of Sales Contract since it was just stuffed in an envelope and handed to me. I realize the cash price was actually $47,483.94 and it did not include any of my rebates. I called to get it resolved and nobody would call me back. I happened to know someone that was related to Lyle and he finally reached out to me and had his manager Alex A****** call me. I explained everything to him and asked to get a credit back of $1989. He pretty much said that it was in black and white and they could not resolve it. I was very upset at how deceitful they were about their forms and what was promised.

  

  Business response

  04/04/2022

  Business Response /* (1000, 5, 2022/01/25) */ Contact Name and Title: Alexander A****** GSM Contact Phone: 9727036836 Contact Email: aa******@gilchristautomotive.com As the customer stated we did present her with those options during initial pricing and itemized them out to be as transparent as possible. We did adjust the trade value as stated before she went to do her financing paperwork. There was no rebate available on the vehicle that is why there was no rebate listed. There was a discount which she received. The $47,483.94 price that is referenced is including the sales tax. We did speak with the customer several times by phone and email to address these concerns and come to a resolution. The customer said she was ok with those items and their benefits. she asked if we still had her car which we did, so We offered to give her vehicle back and return the purchased vehicle but she declined. We came to the understanding that the bottom line on the contract was the same as listed on the initial pricing. She emailed me on 1/14/2022 saying we could move forward. We at that point considered it a closed matter. I did however follow up on 1/21/2022 to make sure the registration email was received. She said it was not so I resent it. There was no indication that there was still an issue. Consumer Response /* (3000, 7, 2022/01/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) The options were itemized at the bottom of the sheet and it was not broken down on the top portion where all the totals were listed. The additional fees were hidden in the totals at the top. Again, I'm not sure where the $47,483.94 came from as that is not the figure I complained about. The sales price of the vehicle was $44,932 after savings+rebates (as listed on the sheet) of $2,238.00. Sales Tax as included in the sheet is $578.00 which equals a total of $45,510.00 not $47,483.94. Again, throwing a misleading figure. Total amount financed should have been $33,000 not $34,989. Not only that, I did not receive any type of information on this so called additional itemized accessories that should have been already been included in the sales price of $44,932 as promised. I did not say I was ok with these items or benefits. I asked if we they could cancel it and they told me no. They did offer to return my car and I did not want to do that. We did NOT come to any type of understanding. Once again, Lies. I emailed stating that I was not going to return the car but that I would allow to release the stop payment on the check. I am still in disbelief at how they continue with the lies. All I ask is to cancel the stupid itemized items and get a refund. Business Response /* (4000, 9, 2022/01/31) */ We offered to let the customer back out of the car deal and return her trade. The customer did not want to do that so the deal was processed as stated. We have nothing else to offer at this time. Consumer Response /* (4200, 11, 2022/02/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not want to return the car, I just wanted the company to do what was ethically right. Not only that, your dealership provided NO information on this so called Platinum protection. I had to ask twice about info on the app. I do not want to step foot at the dealership again. I just want to cancel the protection/app and get my money back.

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