ComplaintsforWaxahachie Dodge Chrysler Jeep RAM

• Initial Complaint

  02/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car in on Jan 25, 2022. It is Feb 28 and the service manager will not give me a completion date. I requested to speak to a Dealership manager or owner and he refused. Do not use this service Deparment for your repair. They are incompetent. If this is any indication you might not want to buy here either. Lack of access to management is an issue.

  Business response

  05/04/2022

  Business Response /* (1000, 5, 2022/03/16) */ I have attempted to contact Mr. ********** multiple times at the number listed as well as one that we have on file. We were hesitant to give an exact date and time for the repair completion due to the parts constraints as well as potential issues associated with a large repair. The repair was completed on Monday, March 7th. The vehicle was picked up on Saturday the 12th. A check engine light came on shortly after pickup. The customer returned the vehicle and we replaced a sensor that was not covered under the recall at not charge to the customer. The vehicle is currently ready and customer scheduled to pick up 3/17/22. At this time, we are waiving the rental charges accrued that were not covered by the recall. Consumer Response /* (3000, 7, 2022/03/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received a single partial voice message that was chopped off before any call back info was left and no call back was requested (voicemail attached). I show no other missed calls so I believe there was only one attempt to call (not multiple as mentioned above). Upon getting the car back the car made an extremely loud noise that was persistent while the car was moving and in park. We have once again returned the car. We would ask that the business not reply to this message until the car can go at least one week without some major issue resulting in the car having to be re-returned for repair completion. Business Response /* (4000, 9, 2022/04/01) */ I attempted to contact mr. ********** on 3/10/22 at 12:06, 12:20, 3:46, and 5:23 at both ************** and *************. An additional repair was needed after pick up and the customer was provided a rental car that they were not charged for. The customer presented to us an invoice from a previous repair at another shop so we could get Chrysler to warranty the part at no expense to them. The second concern was a/c not working was traced to 2 leaking a/c lines one of which was aftermarket and had a hose clamp on it. Replacement was declined. Thus far we have absorbed weeks worth of rental charges and diagnostic fees. I can be contacted on my cell at **************. Shannon W*****

• Initial Complaint

  12/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To whom it may concern, this complaint is based on the service department. I dropped my car off to the dealership for service 3wks ago for check engine light, front end work and breaks. I was told my car was ready to go so I paid the bill over the phone and had someone else pick up the car. When she was leaving the parking lot the service soon light came back on. I've had to purchase a rental car so I can keep transportation in which I've spent over 1k. I'm am disappointed on how things are being done and handled regarding my situation. I want some answers and a refund for this rental car. I dropped my car off on 12/08/2021 and I'm just now getting it back 12/29/21 NOT COMPLETE. I'm still missing the grill I paid for when I paid for all the services they said they fixed. I'm totally disappointed with the service and want something done to correct all the errors for future customers. I'm sending the receipts so you can see what I spent and STILL NOT FIXED.

  Business response

  02/18/2022

  Business Response /* (1000, 5, 2022/01/14) */ The vehicle was dropped off on 12-8-21 for several concerns which eventually led to 7 separate repair order lines. 1. first being a complimentary car wash. 2. request for price on new grill.(which he eventually purchased and the part was ordered). The part arrived on 12-29-21 and the customer was made aware(text 2 drive) , he responded on 12-31-21 and was advised that he could come in Monday 1-3-22 which he did not arrive. He contacted us again on 1-8-22 without notice wanting to come in right then. He was advised that Saturday was a split shift and appointments only. He has not attempted to schedule. He is aware his part is in. 3.Customer states his check engine light is on. The vehicle has 15 separate stored or active codes(attached). The three most critical were addressed under the one diagnostic line for check engine light that the customer originally approved. These codes are P0420,P0430,P06DD. There is a Chrysler Service Bulletin 18-110-16 that clearly addresses and lists specifically two of the critical codes present ( attached). This bulletin dates from 10-08-16 . This is the second visit here of this vehicle ,the first being from 11-3-21 of the same year and the only visit where the customer requested this concern be looked at. We advised the customer that the best and most prudent course of action was to perform the software update outlined in the above bulletin. He agreed and the software update performed. The vehicle was test driven 20 miles to verify concern. While it is unfortunate that the code returned no promise was made that the update was anything more than the first step and the most prudent as well as the most cost effective (the diagnosis the customer agreed to was $155.00 and the customer was only charged $165.00 for the update as well as the diagnosis). The update exists because Chrysler has identified these concerns can arise in time and has provided a correction. These updates often contain additional software that aids in the diagnosis of these concerns. This particular bulletin replaced bulletins dating from October of 2102 the same year as the vehicle . When the customer returned with the concern we (free of Charge) continued the diagnosis of his concern. Any additional repairs he wished to perform the $165.00 he has already paid would be credited towards .We have no way of knowing how long these concerns existed before it was brought to us as the only history on the vehicle we have is from November of the same year and the codes were preset at that time. Continued driving with the above concerns can and will lead to the need to replace the parts that the diagnostic procedure has indicated is the next step. We will always offer the customer a $165.00 fix(especially if they have already agreed to $155.00 diagnosis before we tell them they need $4300.00 worth of parts. This especially hold true if the $165.00 would be eventually credited to the next repair if was deemed necessary. 4.Customer states he is hearing a rattling noise from his front end. He was advised of the repairs needed of which he subsequently approved and repairs were performed. 5.Customer requested check front brakes for replacement. He was advised of the needed repairs and he subsequently approved and repairs were performed. 6. Customer requested check front rear for replacement. He was advised of the needed repairs and he subsequently approved and repairs were performed. 7.customer approved commended tune-up based on time and mileage . 177754 miles and 2012 model year. As far as the customer out of pocket expense for alternate transportation while his vehicle is in the shop , His vehicle is not under factory warranty and the customer has not mentioned he has an extended warranty that would cover these expenses. In the interest of customer satisfaction we are willing to offer the customer a $100 credit towards any future service.

*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. ↩