ComplaintsforCardinaleWay CDJR

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my 1996 Dodge Ram camper van to the ********* *************************** on 9/11/24 and got it back on 9/13. Among other things they did a 95k-mile maintenance service which cost $1,600. That service included changing the fluid in the rear differential. As I drove it home from there I heard a clunking noise in the rear of the van. I called them immediately about it, leaving two recorded messages for the service department person we worked with, ***** ******, but got no call back.I left on a trip the next day, during which the clunking stopped temporarily but within two days it came back and got worse. I called the Dodge ************************* in ******, **, who referred me to Affordable Automotive, who then diagnosed it as a failed rear differential. The cost of rebuilding it was $3,604.11, which was done on 9/20/24. The mechanic at Affordable says that the failure was caused during the recent service at ********* Way CDJR by using an inferior differential fluid and by failing to add a second fluid called a friction modifier, which is needed for my vehicle's type of differential. A quick internet search brings up information that says that it is required in some vehicles and if not used it will cause "chatter", which is exactly what happened with my van. I have talked with the ********* *************************** Manager, ******* ******, who said they always use that kind of differential fluid, and did not add a friction modifier because in his opinion it isn't needed, and that it is just a coincidence that my van's differential failed immediately after ********* Way CDJR serviced it. I believe that the servicing done at ********* Way CDJR caused my vehicle's rear differential to fail, costing me time and $3,604.11. I have made many calls to ********* Way CDJR; most are not returned or I get partway with the issue but then there is no follow-up. I need help getting a response from them and a reasonable resolution to my problem.

  Business response

  10/18/2024

  I have spoken to this customer multiple times post the service visit. She said that she took he vehicle into a 3rd party shop to have an inspection after the service was performed and they said that the differential needed to be replaced/repaired. My dealership performed a drain/fill service on the rear differential as  preventive maintenance. I had advised the customer that the drain and fill does not include removing the cover and inspecting the gears. I spoke with the 3rd party shop as well on a 3 way call with the customer and I personally feel like the shop put the lady together due to the age of the vehicle they recommended replacing the differential. I am not sure what we possibly caused? We perform services everyday and do not run into issues like this.  Also, I find it a little suspicious why they did not return the vehicle to our dealership if they were experiencing concerns after the service. 

  Customer response

  10/18/2024

   
  Complaint: 22392009
  
  This response is not satisfactory for several reasons, which I outline in the attached document. The response only dismisses my concerns instead of acknowledging the problem and working out a solution.

  I request that my complaint with the *************************** company be addressed by a different manager that oversees customer service or the overall business for this branch or the umbrella company.
  
  Sincerely,
  ****** ********

  Business response

  10/18/2024

  What is customer looking for? I am very confused. 

  Customer response

  10/18/2024

   
  Complaint: 22392009
  
  I am looking for reimbursement of the cost of repair of the damaged differential ($3,604.11), and a refund of the cost of the service by ********* Way CDJR.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  here's always a fear of retaliation when posting a bad review... I purchased a Jeep Grand Cherokee from ****************************************************** about two years ago. First of all they never ordered my licence plates. Several calls, emails, and three months later, I ordered my own plates. Later, my start/stop feature stopped working. They diagnosed my car and I needed a new battery. It worked a couple of times. I then went back, and the battery was replaced a second time. It worked once after driving to the ********** area. The third time, I was told it was the battery sensor. After speaking with the service reo, she was able to have it covered under my warranty and I had to pay $100.00. I am now $1100.00 into this repair, but was given a $100.00 credit. I have been emailing, and texting with ******* ******* being reassured I was going to get a return call.Nobody ever called me back. Tonight I left a voice mail for a manager to call me back. I don't have high hopes for a return call. In the middle if this, I get a call from sales, saying it's time to "get a new car." I explained the issue with my start/stop, and his reply, "that feature never works and most people don't use it." This has been the WORST service from sales and management.

  Business response

  10/02/2024

  I have reached out to this customer several times and can not get them on the phone. Have left voicemails as well. 

  Customer response

  10/11/2024

  Please see the attached

  I was confused on the process and I .  I read the reply from Cardinelle Way, and I couldn't fine a spot for a response. 

  
  

  Nobody has tried to call me.  I have text messages and emails asking for a return call.  I am willing to get phone records from my end of my incoming calls.  In the meantime, I have attached email and text correspondence.
  

  
  

  Thank you,

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

  Business response

  10/11/2024

  I called this customer and left them a voicemail, currently trying to get in contact to get further information and get the customer back in for an inspection. 

  Customer response

  10/11/2024

   
  Complaint: 22371331
  
  I am rejecting this response because: I have no voice mail from the service department.  Maybe they are calling the wrong number.  I have attached screen shots of text message to ******* *******.
  
  Sincerely,
  
  ********* ******

  Customer response

  10/25/2024

  Hello,

  I have not heard anything.  Do you have the status of my Complaint #********?

   

  Thank you,

  *********

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In July, I brought my 2020 Jeep gladiator to dealership knowing that I needed to leave it there for a couple days for diagnostics. I had to get a ride because I am left with one ********** husband had to give me a ride back when it was finished picked it up drove it for three days and all the lights and buzzards and electronics were not allowing the vehicle to drive or reverse and I would be driving and it would lose power steering/no lights scheduled to bring it back and they said it was going to need a ABS module put in so I dropped it off and they shuttle me to my doctors appointment I got back I was told by *** my service manager that they would need my vehicle for a few days because they think it was a star component. I live an hour and a half away so I had to call my husband to pick me up, a fire captain in the height of season and that leaves us with one vehicle and I am chronically ill/disabledIed I was never offered a loaner car and it is been a week and a half and I havent heard anything so I called for an update and they said that they would text or email a callback went on for a few weeks with not hearing anything I began to call, many times a day asking for other people to give me an update anything. I I began to worry around late August that maybe they wrecked the vehicle or it was stolen so I had a friend drive-by to verify that it was there. I begin calling them repeatedly and not hearing anything. September doc apt I popped in They told me my service manager had not came to work for a week and then I begin to hear that he didnt work there anymore! it was just in *****. I opened my car. It was completely stripped of all the wiring as if they did work on it, but they werent. No parts were ordered when I told them to go for it **** Manager told me they wouldnt be able to have another car for me to drive next week I was told Id be called the next day and I was not called back. Im I going to end up buying another? Stressed Displaced insomnia sick

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought a 2023 Jeep Wagoneer in March 2023 brand new off the Santa *************************************************. The worst decision I have ever made in my LIFE! I Was told at the time of purchase that with my warranties and for being a Wagoneer client I would have all these special perks which never came to pass. My car has been in the service department multiple times for several issues and very many recalls. I have been in rental vehicles more often than in my own car. The service department at ********************** has been very unprofessional and disrespectful. The management and service team at ************************* has not been helpful at all and make up their own story telling on the service orders for my vehicle. I have found so many discrepancies that have gone on within the Dealership and especially with the ******************* *************************** offended me and discriminated against me after I deliberately was in contact with him the week my car was unsafe and having issues and he continued to give me the run around until I once again had to take a day off of work because my car was malfunctioning and nobody at the service department was helping me I ended up driving down to drop my car off due to the unsafe issues my car was having and then was asked to leave by ******* because I was "demanding" my car to be serviced for the unreliable issues my car was having and he didn't like being called out in regards to his unprofessionalism. He made me feel less than and began to yell at me in the parking lot in front of my children. He then said to me that I was Ungrateful and that he already "Knew" what I was trying to do which he assumed was a buy back due to the issues of my brand new car when in reality I JUST WANT TO HAVE A SAFE RELIABLE VEHICLE THAT DOESNT GIVE ME ISSUES. THIS HAS NOTHING TO DO WITH MONEY OR "BUY BACK" THIS HAS TO DO WITH RELIABILITY AND SAFETY, So for him to talk to me the way he did was wrong and I felt less than and discriminated against. I will be filing a formal complaint.

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  ~PURCHASHED 2023 RAM 2500 DIESEL TRUCK ~DATE OF TRANSACTION 3/23/24 ~********* MISREPRESENTED CONDITION OF VEHICLE, HAD TO ARGUE WITH THEM TO FIX MULTIPLE ISSUES (NON-WORKING COMPONENTS AND EXTERIOR DAMAGE) THAT WERE NOT DISCLOSED TO ME ON PURCHASE ~CONTACTED BY DMV REGENTLY REGARDING MY VEHICLE REGISTRATION, WHICH ALONG WITH OTHERS HAS NOT BEEN PROCESSED BY ********* WAY ~DMV CITED ********* FOR THEIR FAILURE TO PROCESS MY REGISTRATION ~********* WILL NOT RETURN MY PHONE CALLS NOR MAKE AN APPOINTMENT FOR ME TO GO IN AND ATTEMPT TO RESOLVE

  Customer response

  06/21/2024

   I would like to clarify...

   

  The vehicle's mechanical and body damage issues have been resolved.

   

  What is pending is the vehicle registration.  DMV has cited the business for 5 sold vehicles where registration is still pending because they have not processed the paperwork. Mine is one.

   

  DMV has issued a temporary registration so I can legally drive the vehicle.

   

  Purchase date was 3//23/24.  ***********************, the ** will not respond to my phone calls or requests to set an appointment to resolve.

   

  Thank you.

   

  Valencia Lezzeni 

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

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On May 25th I took in my 2017 Jeep for new tire changes and wheel seal replacement. When further inspecting the issue at this business. They told me that the axel was broken and had to be replaced. They gave me options to do *** or aftermarket. They told me that the aftermarket isnt always reliable but it was cheaper. Stated it would be around 900 dollars for the *** but then they corrected the price that it would be 1600. Then aftermarket would be 700. I stated lets go aftermarket first. They stated it would take 2-3 business days. They tried the after market piece but stated that the bearing couldnt be pressed and they tried for a couple of hours. Next step is ***. I said okay, but what was the the final cost with everything and they stated 2200. I said okay, I also let them know I needed the car by Saturday. They stated that the piece was going to be there Thursday. The 30th. I had good communication with the service manager. Then later they stated the piece wouldnt be here until 6/3. The day comes and and did not get an update all week until Thursday 6/6 that the part isnt coming until Saturday. Then again no update and no one would answer. Finally Friday I called got ahold of someone and they said the package was lost by **** Then on Saturday I called and they said that no it wasnt lost. They just had to get a new part as the parts they ordered were not coming? But no shipment was tracked. Was never given a clear answer. Finally Saturday they said Monday 6/10. They did get the part and it was quickly done. But the price went up to 2500 dollars. It had increased from what they told me. They gave me an exact amount but was higher when I picked up. All I kept getting were apologies but nothing more for the inconvenience they made me go through and having my car there for two weeks and no one knew how to get a part. This ultimately falls to scam at the end of the day. I do have the text messages to all of this.

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On February 17th I went in to buy a vehicle I saw online and called to verify that it was ready for sale the day before. Online it was listed for $34,886. When I went in to my appointment, they raised the price by around $5000. They also basically bullied me into buying an extended warranty saying that it was required for around another $4000. This change made it so that I was unable to use the loan I was already approved for by my bank and had to go through Chrysler financial for a much higher APR. After completing the sale at ********************** in Santa ********** drove myself and my girlfriend home in the newly purchased vehicle. It happened to be raining very hard that day and I hydroplaned quite a few times on the way home. This was very upsetting, so I called the dealership the following day to figure out why they'd sell me a vehicle in unsafe operating condition. After calling a few different times I finally was able to speak with the service manager who informed me that there were multiple things that were supposed to be fixed before the vehicle was sold. Since I live about 2 hours away, it's quite a hassle to go up there especially for major work that was to be done. They scheduled the work for Saturday March 2nd at 8am and specifically had a technician come in that day which he usually has off to get my service done in one day. However that wasn't the case at all. I sat there waiting from 8 am until 3 pm. I asked about the progress a few times throughout the day and was told it should be done on time. Finally I was told that they just started working on it at around 2pm and there's no way they'll finish that day. So they had me wasting my time. The huge problem is that they didn't submit the documents to the *** correctly. It's now June 10th and my truck I traded in and signed over is still in my name according to the ***, I just got a letter saying that my registration is suspended on my old truck and have never received registration or plates for my new truck.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  On 3/14/2024 we leased a vehicle from ********* Way. We used our family vehicle as a trade-in - the value was enough for the amount due on signing, plus an additional $7250. We were told the deal had to fund with Chrysler before we would receive the proceeds as a check.We had been told multiple different stories about why the deal has not funded yet with Chrysler, and we've been asked to resign multiple versions of the contract because used the wrong version of the form, had the wrong checklist, that their old finance manager was fired, that 20 plus other people we having issues like this with their deals because of the old finance manager, etc. I need a conspiracy board to understand all their excuses/reasons at this point. They appear to be unable to generate a lease contract that Chrysler will accept and should probably not be able to represent the brand.It's been almost 40 days of trying to seek resolution. Last week they promised they would cover the first payment for the lease since we can't make a payment to Chrysler without a completed contract and they would release the check this week. All we have is their word on this, and the excuses continue to accumulate, while they continue to sit on the proceeds of our trade-in, along with not completing our contract with Chrysler creating an insurance issue for us too.We have had to call them at every step in this process to make them perform. We have a contract that we signed in good faith on 3-14-2024 to lease a car and we have tried to make the first payment. We also have a contract we signed in good faith to trade-in a vehicle with an amount due us at the completion of the trade-in, and we have had no use or claim to the vehicle for almost 40 ays, but we still do not have the proceeds due at the sale per the contract.All we want is the full execution of the contracts so that we can move on with our lives.

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a car with ********* Way Santa **** on February 28th, 2024 and traded in a car at the same time. As of April 17th, 2024 my trade in is still on my bank account and I am still paying on a loan for a car that I no longer own and that the dealership already sold. I called and left multiple voicemails and talked with staff members who said that they would pass along the message and finally had to have someone else reach out on my behalf as well, it took weeks to hear anything back from the dealership. It has been over a month since they have been "working" on the issue and they still cannot seem to pay off the loan on the car I traded in, even though that amount was taken out of the cost of the new car that I purchased and I have made two payments since turning in the car. The amount of $4,164.36 is still owed on the car that I used to own and I have made payments totally the amount of $430.16 since turning it in. I have also sent them verification of these payments and the amount owed. I have another payment approaching and there seems to be no hope of the car being off my bank account any time soon or me getting back the money that i have paid towards the vehicle since turning it in.

• Initial Complaint

  04/10/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  On February 29, 2024 I traded in my 2021 Jeep Grand Cherokee and leased a new 2024 Jeep Grand Cherokee. It was on this date that I signed a lease agreement and an 262 to release ownership of my trade in to this dealership with the legal agreement that they would pay the remainder of my loan with ***************** On March 26th, 2024 after failing to receive any information about my new lease (i.e.: a letter from the new lender with information about where to send my payments, etc) I contacted the dealership. After numerous attempts to make contact with their finance manager, I was informed that they had not yet submitted my deal to the lender nor had they paid off my trade-in loan. They had also failed to send me any notification or 10 day notice indicating such. I was forced to make a payment on my previous loan for a vehicle I no longer owned in order to avoid negative impacts on my credit score. On April 26th, 2024 I was asked to return to the dealership and re-sign a lease agreement. At this time, their finance manager presented a contract with a substantially higher monthly payment than the previously signed contract. After being told that this was not the agreement, and waiting again for quite some time, the numbers he presented were within $1 of the previous lease numbers. I signed and left - frustrated by the experience and wanting to leave. On April 9th, 2024 I contacted the dealership yet again to request proof of payoff and loan approval. Their finance manager left me on hold for 45 minutes to look into it. I hung up and called back only to be told he got caught up and that he couldnt provide me with the proof of either at this time.Since re-signing the second lease contract, I have still yet to receive any lender information or 10 day notice from the dealership.

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