ComplaintsforZeigler Chrysler Dodge Jeep Ram of Downers Grove

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Earlier this year ******* Dodge of Downers Grove service representatives stated that my 1 million mile warranty on my 2009 Dodge Ram would not cover my heater coil and that I would have to pay over $1,900 to have it repaired that was earlier this year. However when I taken the truck back this month October 2024 all of a sudden it was covered I was told oh yes its covered and I would only have to pay my $100 deductible. Through the course of the heater coil being replaced a representative by the name of ****** stated that he couldnt do the work unless the service tech cut the wires to my alarm system. He stated that if I didnt agree that they couldnt perform the work. He also stated that once the wires were cut they could splice the wires back together for $315 but there was no guarantee that the alarm would work or not. I need my heat for the upcoming winter months. I and my wife didnt agree to pay $315 for something the shouldnt have fixed after destroying. So after we didnt agree to pay the $315 he stated take it to an alarm specialist. After he said there was no guarantee that the system would work I do believe ******* should be responsible for my alarm to be repaired by a specialist I never heard of someone destroying something and not attempting to fix it. I do believe there is some fraud because many things that are covered under the warranty ******* has made me pay. This is just another red flag after destroying my alarm system stating I had to pay to have it repaired and I strongly disagree. I seek your help and a resolve to this issue please respond.

  Business response

  10/24/2024

  This vehicle has a lifetime ******* contract warranty, with this, any repairs that may be covered under this contract, have to be submitted to ******* for authorization. ******* warranty only covers for mechanical failure. We as the dealer submit, the concern, cause and recommended correction. When we recommended the heater core in April it was due to the part being restricted/clogged- MaxCare deemed it as not covered due to the failure not being a mechanical failure. We offered to provide the customer with the denial paperwork for their records and they declined. When the vehicle came in for this visit in October, we found that the heater core is now leaking, which falls under a mechanical failure of the part, submitted recommended repair to ******* and they approved the repair. To replace the heater, core the dash is removed, when starting removal of dash, we found the customer has an aftermarket remote start wired/installed, without removal of the unit the dash cannot be removed, we called the customer to obtain approval to remove the unit and provided an estimate to rewire/install the unit. This would not be a procedure covered under their contract with the repair due to the unit being aftermarket and not OEM. Customer approved to remove/cut the wire and connectors of remote start to replace the heater core. They declined the rewire of the remote start. Further documentation is available upon request. 
  

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a vehicle from this SCAM dealership on 1/13/24. My salesman (***********************) should be jailed for all of the fraudulent things he said and did! I have tried calling over ten times only to be given erroneous or misleading information from everyone here. including the Finance Manager ******. I still dont know who the actual Manager of the dealership is. I was told some other name and then I was told *****************************. I have never dealt with a company so RACIST, RUDE AND UNPROFESSIONAL!!! My car was advertised at ****** and that was supposed to be the final cost. Well in the finance office they gave me a piece of paper that they failed to include in my paperwork that stated the dealership charge a $3999 that is tacked on to the price. When I asked the finance manager he played dumb. So they changed the vehicle price to *********. After trying to get answers I went into the dealership on 2/6/24 and no manager would see me. They told me he was out of town. (LIES). I spoke with ****** of course he acted like he was concerned but it was an act. I cancelled the service contract with the dealership on this date and was told by the finance manager thar it would be cancelled effective immediately. He did say it would take 4-8 wks for the 3rd party company to get the check from the dealership. Well after not receiving any correspondence, I contacted CNA ************************* and they told me the dealership never Cancelled the contract! The company will not backdate my request. I am asking that this dealership make this transaction whole by rectifying the situation and providing the full amount of $3500 which was the full purchase amount if the contract. The dealership should have to pay any fees due to their incompetence and untruthfulness. I have purchased over 5 cars in my lifetime and have never been scammed like this! This dealership should he closed for misrepresentation, fraudulent and deceptive practices to get the sale.

  Business response

  06/19/2024

  I spoke to the customer this morning and theres been complete confusion on  our part. As such, I will be refunding 100% of the cost of the warranty back to the customers of show good faith for the problems that shes had. It is my understanding. Customer is happy now and he has my phone number directly to contact me in the future.

  Customer response

  06/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I am just waiting for some type of correspondence showing it was processed. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Corrosion on three doors, driver passenger and tail gate. This is covered under warranty. Zeigler repaired passenger and driver side doors about 16 months ago under warranty.I spoke to the service department to make an appointment, they denied my request. The service representative said they are not taking in any more corrosion problems due to an extensive backlog. This is their policy.And, I purchased my vehicle from Zeigler.

  Business response

  06/14/2024

  We are backlogged due to the parameters that Stellantis has in place for the corrosion warranty that all dealers are dealing with. Unfortunately, due to the programs with Stelltantis and the dealers are having a hard time finding facilities to manage the work. We want to do our best to help the customer, however due to the timeline we do not want to make the customer wait any long then they have to. Regarding this particular customer, we advised that she should unfortunately seek services elsewhere to better accommodate her timeline. 

  Customer response

  06/14/2024

   
  Complaint: 21839786
  
  I am rejecting this response because:

  All dealerships have a backlog as noted in the response. Dealerships set their own parameters not Stalantis.For instance, Naperville Jeep has a backlog limit of 100 complaints per the service representative. The service manager said I need to take my vehicle to the dealer that I purchased the car from, which is *******. Zeigler service representative told me they would not schedule an appointment for me due to their backlog limit of 60.  I asked to speak to his manager. He puts me on hold for a few minutes. Returns and said "she is on the floor, could she call you back when she is free?" Sure, I said. And of course, never received that return phone call. 

  I appreciate Zieglers concern for my time, but I'm not in a rush, l the time. So, please put me on your schedule. I don't care if I'm 61 or 100.

  At some point the dealerships should have openings. If not, then are they completing any services for this corrosion issue.

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

  Business response

  06/24/2024

  Again we are happy to put the customer on our list aswell. However they will be put in line again and we are at the mercy of body shops that are willing to accept the amount the manufacturer is offering for the repair and that is the reason there is such a back log. Our hope was to offer the customer an alternative to waiting another year to get the repair. We cannot force a body shop to do the work. 

  Customer response

  07/02/2024

  Complaint: 21839786
  
  I am rejecting this response because: I have made an appointment with the dealership for them to take pictures and submit report to Jeep. My appointment scheduled for July 9th. This is just the first step in their process. I will keep the bbb posted as soon as things progress.  
  
  Sincerely,
  
  ***********************; 

  Business response

  07/02/2024

  Im not sure why were getting a rejection to our response as we said we would submit the documentation to the manufacturer or subject to the manufacturer approval and then the time is to which a body shop can accept their car in line with all the other customers that are waiting before them as we said before, this could take up to six months Possibly possibly even longer 

  Customer response

  07/09/2024

   
  Complaint: 21839786
  
  I am rejecting this response because:

  My appointment did not meet my expectations regarding warranty claim date.

  I reached out to Stallantis customer care service as suggested by *****************************.

  Below is my response.
  

   

  Joy,
  
  
  The entire month of May I was working to get this issue resolved. With the help of the Better Business Bureau, I was able to get an appointment for the first review today (Pictures of the corrosion). This was a painful process and should not have taken this long to get my wrangler on Zieglers list or any other authorized dealers list. And, because ******* and other authorized dealers refused my request for an appointment, today I was told my warranty expired on June 30th 2024. It appears to me this lengthy process was a deliberate attempt to avoid performing repairs. 
  
  
  
  *************************** (service manager) initially flat out refused to take pictures indicating they met their maximum, which were 44. Below the maximum were 100 according to *********************************. I mentioned to ***** that I am working through the BBB and the person responding to the BBB said Zeigler would be glad to assist. ***** reached out to ***************************** who said ******* would proceed with the initial process but I should again reach out to Stellantis. For Reference the individual responding to the BBB is *************************. Below are the two replies.
  1) We are backlogged due to the parameters that Stellantis has in place for the corrosion warranty that all dealers are dealing with. Unfortunately, due to the programs with Stelltantis and the dealers are having a hard time finding facilities to manage the work. We want to do our best to help the customer, however due to the timeline we do not want to make the customer wait any long then they have to. Regarding this particular customer, we advised that she should unfortunately seek services elsewhere to better accommodate her timeline.
  
  2) Again we are happy to put the customer on our list as well. However they will be put in line again and we are at the mercy of body shops that are willing to accept the amount the manufacturer is offering for the repair and that is the reason there is such a back log. Our hope was to offer the customer an alternative to waiting another year to get the repair. We cannot force a body shop to do the work. 
  
  I understand that all dealers are having a problem working with their body shops to process these requests. But, to put a limit and possibly priorities to the warranty process is similar to a deceptive practice that gives dealers latitude to manipulate the consumer.
  
  All I'm asking for is that the warranty request" be recognized in the Month of May and not today.
  
  Thank you 
  
  Sincerely,
  
  ***********************
  
  Cc: BBB
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to Zeigler care credit to see if I could trade my car in and get a new one. I have bad credit due to my husband death. I went by myself. I explained to the salesman ******* what I was hoping to do and told him I cant spend anymore than ******. He then told me to go look at the cars with a pink sticker. So I picked a few. He said the ****** Rouge would be my best option. I really liked the car. So he started the process. When he came back to me he said I needed a co signer. My good friend was willing to co-sign. He was gone for a long time came back to me and said you are all set. Had me sign paperwork and 8 noticed he had my friend as owner. And me as co owner. I asked why he just laughed and said it was ok we could refinance in a year. The. He said we cant take you car. I was shocked he told me let the bank have it. I didnt realize what that meant. Now my credit is ruined more. And he was supposed to send me and my friend paperwork. We never got it and they kept the other key of the vehicle wont give it to me ubtil I paid $500. This took place December 30 and it was late on a Saturday. I called them many times and they will not respond. Then when I got my first car payment . They charged me ******. I have tired contacting them with no help. They cannot get away with doing this to a 75 year Widow.

  Business response

  06/05/2024

  The customer's complaint contains many false statements.  At all times, and on all paperwork, both she and her friend were listed as co-buyers on the vehicle.  She was given copies of the paperwork when she purchased the vehicle and at any time she could have asked the dealership for copies.  

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went online and I liked how it looked and how they were offering I also contacted them and I had them ************** and I got guaranteed approval they also said they dont do my credit it was by my income and I verified with them three times and they said your approved and I talked with the same person and they said I am approved and I was able to sign and it would be no issues. I also got denied when they said I would not

  Business response

  03/01/2024

  It was not a question of being able to get an approval rather it was us having a car in stock that the customer qualified for. 

  Customer response

  03/01/2024

   
  Complaint: 21363000
  
  I am rejecting this response because: u guys did have several cars in stock and was not meeting your expectations and sticking to your word no money down
  
  Sincerely,
  
  *****************************

  Business response

  03/04/2024

  Its not a question of whether we had several cars in stock or not. Its a question of how much money we own the vehicles for versus what your down payment is and what the banks are going to loan you on that specific car. Because of your credit, we are limited in what we could show you with the down payment net that you have available. Customers dont realize how much goes into these deals, and how much the banks affect what we can actually show customers or not. Sometimes its not necessarily what you want. However, its what we can sell. You and the bank wants you to go into when you have a challenging credit situation like you do.

  Customer response

  03/05/2024

   
  Complaint: 21363000
  
  I am rejecting this response because: something has to get down I was approved for a ****** loan with no money down then they turn around and reject me they have cars they they can put me in in my limit and did not do that.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Went to Zeigler Chrysler Dodge Jeep Ram of Downers Grove last November with an oil leak that caused problems in my car. I also had a dead battery that they replaced. I trusted them to diagnose and fix any problems that my car had because of what was going on at the time. Yesterday, my battery light came on in the car, so I scheduled a service appointment for this Friday at the same dealer that did the original work. Today, my car ran into serious is***s running and broke down in the middle of traffic on the way to try to get it to the dealer. It may have suffered even further damage being ran. It then had to be towed the rest of the way to Zeigler Chrysler Dodge Jeep Ram of Downers Grove. I spoke to the general manager and stressed that I believe that since the dealer did the original work and inspection they should be liable to make sure it is alright. The manager thought I was trying to *** him and told me that I was also swearing at the workers. Then he swore at me over the phone mocking it. Anything I may have said was over the phone was while my car was breaking down, so it was an extremely stressful time. I spoke to another Dodge dealer, but they told me I need to have the original dealer handle it because they did all the original work and have all the warranty information. They told me to have a mediator from corporate handle things so the work can still be done. All I want is the car to be taken care of and to move on. I do not want to be placed in an unreasonable hardship because of the Zeigler Chrysler Dodge Jeep Ram of Downers Grove.

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my car from this company brand new with only 3 miles on the vehicle. I have had issues with the truck since I bought it! I have multiple warranties and on the car but there is never nothing that they can do. They keep my car for days and never have a courtesy vehicle available, we can never be approved for a rental be a use we have to wait until they look at the vehicle. It takes them a week to even look at it. I have 3 small kids that are in school, one has a ************* condition. I cannot be with a car, especially a car that I am paying thousands of dollars for. And when you contact them, no one has answers no one cares after they get the sale all the promises they made go out the window. The steer wheel locks up while driving, there are several recalls, the starter button has gone out several times. This is the first time it would not start after leaving it off over night.

  Business response

  02/13/2024

  Well, we understand the customers concerns about being inconvenienced and not having their car repaired. After looking and reviewing the customers records, the customers been into our store three times offer for oil changes never for any other type of services. The customers car came in on a tow, and unfortunately all the loaners we had at the time were lent out to other customers that were in line before her. Wow, I want to be understanding of her personal situation with being convenient without a car unfortunately, that be unfair to all the other customers that have been waiting for a car to be available for them while waiting for their repairs. We are gonna do the best we can to get her car to the front of the line so she could be inconvenienced as little as possible and weve been in touch with the customer to let her know this information. 

• Initial Complaint

  01/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Be aware - We recently initiated our shopping for a jeep grand Cherokee at Zeigler jeep in Downers Grove. We met with *******************,Sales Consultant. We ultimately found our vehicle at another dealer and purchased it. That happens. After his repeated follow-up calls and texts, we thanked him and informed ******************* that we wouldnt need his help and we had purchased our vehicle at another dealer. Upon him hearing this from my wife, and out of spite, ******************* enrolled her number with car guru as if we were shopping for every car imaginable. This set off calls and texts to her cell phone for days. Up to 50 a day. When I called and asked ******************* if he had done this and to correct it, ******************* shared his belligerence, hung up on me and then did the same to me and enrolled my number in the same way he did my wife. Except this time, and presumably in ************************* used my cell number and his own name instead of mine, thereby exposing himself. It wont take much to see hes slippery, of poor ethics and reflects badly on the dealership. Were initiating our outreach to management, filing with the BBB as well as other regulatory agencys to ensure he cant do this to others. #badsalestactics #beaware #********** #harassment

  Business response

  01/15/2024

  I am unsure why RJ would have done anything like this as it is the first and only time I have ever heard of such a thing. RJ has been with us for 3 years and maintains a high level of customer satisfaction. I will have a talk with him this afternoon and in the meanwhile you and your wife will be removed from our database 

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2017 Infiniti QX60 from Zeigler Downers Grove Chrysler, Dodge, Jeep in August of 2021 while still under manucturers warranty with approximately ****** on the Odometer. My truck started jerking on October 18th, 2023 and wouldn't start on October 19, 2023 and I had it towed to ****** Infiniti on October 20, 2023 to see why. The advisor said there is something going on with the engine and sent a repair request to Infiniti because it was still under manufacture warranty and was told it had a no engine warranty code and the engine warranty had been canceled prior to my purchase that I was not advised of. I contacted the selling dealership and was told they can't help me and that was not true. I would have never purchased the truck had I known that. Please help

  Business response

  11/28/2023

  We have worked directly with the customer to try and help her resolve her motor issues. It is our understanding the reason why infinity will not cover the motor is because they believe the customer did not have oil changes as required for basic Maintenance. It is my understanding that when the factory inspector looked at the vehicle there was an excessive amount of sludge in the oil and that caused her timing chains to not work properly. The cause is due to not doing regular maintenance. This car was purchased 2yrs ago and is out of the scope of any goodwill or help we could offer a properly maintained vehicle. Sorry that we cannot not be of any assistance.  

  Customer response

  11/28/2023

   
  Complaint: 20926491
  
  I am rejecting this response because:

  The company has not tried to work with me. I made 1 phone call to them which was 11/27/2023 and spoke with a salesperson only. Infiniti consumer affairs has all of the oil change records and I was informed this issue happened with the previous owner before I purchased and they referred me to the selling dealer.

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

  Business response

  11/28/2023

  I spoke to *********************** of Zeigler *********************** and he informed me that its their notes that caused Infinity not to warranty the vehicle. It is not the fault of our dealership in anyway shape or form that the engine has a problem with it. There is no notations in the deal until they reviewed the engine work and found that the had not been changed, at this point there is nothing that we can do to help the customer Infinity the manufacturer is rejecting any and all claims is related to the engine repair   

  Customer response

  11/29/2023

   
  Complaint: 20926491
  
  I am rejecting this response because:

  Infiniti never came out to check the truck and also no diagnosis have been done by ****** so I'm not sure how it is known that the timing chain is the problem. There was never a tear down of the engine. Infiniti rejected it because there are no records of oil changes BEFORE I purchased the car. They have my records. So yes... this car was not properly maintained PRIOR to the purchase which falls on the selling dealer. I'm only asking for help in repairing what we not maintained when I purchased.
  
  Sincerely,
  
  *********************************

  Business response

  11/29/2023

  Unfortunately, you are misunderstood. You have on the car for over two years and the oil changes that are the most important or the oil changes that you were supposed to have done. Any oil changes that were done prior to you owning the car are irrelevant at this point. I spoke to *********************** at Zeigler ***********************. He is the person that explained to me that the car would not be warranted due to neglect and Timing chain problem. At this point There is nothing that we could do to help you, as you are the owner of the car and you are responsible for maintenance.

  Customer response

  11/29/2023

   
  Complaint: 20926491
  
  I am rejecting this response because:

  I spoke with Infiniti Consumer Affairs and was told the problem is not with my oil changes, the code was put on it before my purchase because of the lack of oil changes prior to my purchase. You're correct, oil changes are my responsibility and I have done my job and they have my records of oil changes. This happened before me. I'm not understanding where the timing chain comes in at because my truck hasn't been diagnosed with a timing chain problem. It never got that far, so did it have that problem when I purchased it? How do YOU know it has a bad timing chain? 
  Sincerely,
  
  *********************************

  Business response

  11/29/2023

  I am unsure who you spoke to at infinity but when I spoke to Zeigler Infinity ************************* told me that they put are the ones who notified infinity their findings. Only after the oil was tested. Unfortunately there is nothing that we can do the responsibility it is yours. 

  Customer response

  12/01/2023

   
  Complaint: 20926491
  
  I am rejecting this response because:
  

  While I do understand that the oil was tested, it still doesn't erase the fact that there are no records of oil changes prior to my purchase which is why we are here now. Again, I made sure the maintenance was kept up but that's not why they cancelled the warranty. And please tell me how does your dealership know there is a timing belt issue.

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

  Business response

  12/04/2023

  Respectfully you have owned the vehicle for 2 years. It is not the responsibility of a dealership to keep track of oil changes from a previous customer anyways. It is safe to assume that any prior oil changes *** have *** been done by the previous customer at a more convenient place for them other than a dealership. As for how I know about the timing belt that is because that is what was diagnosed. 

• Initial Complaint

  11/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In May of 2023 I spent $42,000 on a 2021 Jeep Grand Cherokee. Since May, I have had to bring it in for service 6+ times. One of which needed to have the engine replaced on the car that only had 19k miles. ***** 2 weeks of my car being at the dealership, I was told the work was done and it just need to be snapped back together. Come to find out the work was never even started. The service advisor was just telling me that to buy them time. They kept my car for 5 weeks with no offer of a rental. When they finally gave me a rental for the last few days it was dirty. It has ice cream all over & taco wrappers in the back. Two weeks later I needed to bring my car back for a different issue. I was given another car that was just as dirty. ***** bringing it back two more times for different reasons, I went in for a 5th time where I was told I would not be getting a rental car this time. The service manager specifically said I am not giving you a car I dont care what was done for you last time. Goodbye and then processed to show me to the door. I then called the general manager who didnt even listen to me speak before he said **** was not wrong, its not our problem, I dont know what to tell you about the car. Then proceeded to hang up on me. My check engine light is still on for the 6th time and ******* has completely given up on helping me.

  Business response

  11/19/2023

  First off I do not believe it is ever the intention of any business to knowingly sell a product that potentially cause a customer any inconvenience. In this particular case we acted fast to off to have the car come back in to make a repair we never tied to avoid addressing the customer complaint. As for how long it took to make the repair a lot of it has to do with the manufacturer being on strike and parts delays. Once the repairs were made obviously we didnt want there to be continued problems and more inconveniences. At no time did we ever tell her that we would not make good on them. As for the loaner car we do provide them based on a couple of conditions one is availability. Obviously we have a limited amount to offer to begin with. Two you must be able to present a valid DL and a up to in date full coverage insurance card for liability sake. The part ****** left out of her complaint is the berating of multiple staff members she did and the belittling staff because she did not want to provide either. We have zero obligation to provide a loaner we have them available for a customer courtesy. The name calling and her behavior has no precluded her from Zeigler offering that extra service to her. However if her warranty offers loaner services she can employ another dealership to do the work and or use a rental company and get reimbursed directly. Words have consequences and people have feelings mad or not about the situation she had no right to speak to people the was she did. 

*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. ↩