ComplaintsforFields Chrysler Jeep Dodge RAM Glenview

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Dodge Journey and also the Lifetime Maximum protection warranty. over the last few years it has gotten very difficult to get the service or attention that should be given. I am being pushed back and forth between Dodge and the warranty ** each saying it is the responsibility of the other and in the meantime I have no vehicle no repair nothing. The car is not safe to drive so I am stuck. I have also dis**vered that the two dealerships that I would take my car to would claim to do inspections and they really didn't. I am faced with major repairs that should have been **vered and now they are bouncing me back and forth. This is one of the dealerships that should have brought to my attention the repairs that needed to be done.

  Business response

  02/28/2024

  This vehicle hasn't been in our shop since ***** , not sure where the customer has taken the vehicle to at this time or where it is currently. If there is a new concern the customer has now, we are not aware of the situation at this time to investigate  what this vehicle needs . The Life time Mopar warranty's rules & coverages have nothing to do with the dealership & are out of any dealer's control when it come to what repairs are or aren't covered . Not having the chance to know the full situation here is unfair to the complaint at hand as we're blind to what the customer is actually talking about & we would need to inspect this vehicle to get the facts on what's happening not the opinion of another shop .

• Initial Complaint

  01/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a certified pre owned (***) Jeep from Fields. At the time of purchase, there were items that needed to be addressed and the ** (*******************) agreed and set an appointment for the items which needed to be fixed, including the vehicle hood which was part of a recall that had not been addressed. On 1/7/24, I brought my car in as scheduled and was told, when I came to get my vehicle, that replacement of the hood would not be honored because the previous lessee must have been in an accident and had it fixed and a missing anti corrosion sticker which voided the recall by ****. This goes against the Jeep *** policy which states that paint is inspected and covered. I then took the vehicle to another certified Jeep body shop who informed me that there is no such thing as the aforementioned sticker and that the hood was both a factory hood AND factory paint. They said that it was covered under the Jeep recall and has been submitted for repair. Fields fraudulently sold a car as ***, and did not follow the policy for coverage under the *** policy nor under the recall class action, but instead offered for me to pay them for repairs which were agreed upon at the time of purchase.

  Business response

  01/22/2024

  Our process is to send the vehicle to the body shop for the professional opinion of the condition of the customer's concern . This vehicle has had the hood replaced/painted, as the label is not in the correct position that it comes in from the factory . The label has been removed & reinstalled at some point . The factory clear coat is no longer on the hood of this vehicle per the professional opinion of our body shop . The corrosion warranty process requires an estimate & pictures to show proof to the factory that there's a defect or corrosion to be approved & the claim paid by the manufacturer. We must follow those guidelines. We do not know what the outcome of the customer's concern until the inspection has been done & reported back to us as the end result from the body shop. We will not be able to perform a warranty repair on the hood because it no longer has the factory clear coat.

  Customer response

  02/05/2024

   
  Complaint: 21149710
  
  I am rejecting this response because: 

  Fields responded that they took pictures of the vehicle (LIE), they supplied them to Jeep (LIE), I am the SECOND owner of this vehicle and I should NOT be held responsible for the actions of the previous owner/lessee of the vehicle. Fields should honor the Jeep CORPORATE, certified, Pre-owned policy on the jeep.com website *********************************************  I have been trying to reach the General Manager (voicemail tag is being played)

   

  Thank you,

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

  Secretary

  ************* ***** of **** & Police Commissionners

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

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

   

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

  Business response

  02/07/2024

  I've spoke to **************** in detail about the situation . He's going to have the vehicle taken to another facility to do the work he's looking for . 

  Customer response

  02/07/2024

   
  Complaint: 21149710
  
  I am rejecting this response because:

  The dealership needs to accept responsibility for its actions and admit that they lied to me about multiple items related to this case.  Yes, I am taking the car to another Chrysler-Certified body shop in the ******* area because I do not trust Fields to touch my car as they have proven their worth.  They got their ***************** from me, my friends, or family.  This will change and reflect my review of their dealership and their business practices.  They will not admit that they violated the Jeep Certified Pre-Owned policy that is on Jeep's website.  Jeep customer care has CONFIRMED with me that ********************** never sent in pictures.  They only opened the claim and then closed it stating the sticker movement, not factory paint, etc.  They never once provided pictures to Jeep.  But again, since they cannot accept their fault and their lies, that's fine. 

   

  My online reviews will reflect everything here...Screenshots of your and my replies so the public can see for themselves hos you refuse to accept any responsibility in this; you are too worried about "warranty fraud" which it would NOT be because another body shop looked at it and debunked everything you have said.
  

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

  Business response

  02/19/2024

  I've discussed the issue with this customer & he's taking the vehicle to another location .

  Customer response

  02/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is NOT satisfactory to me.
  

  This dealership REFUSES to accept responsibility for its actions.  They will be dealt with via social media.  I do NOT care if they try or attempt to serve me with CEASE AND DESIST letters, I will REFUSE TO COMPLY as this dealership completes ILLEGAL business practices and violates Jeep corporate policy.

  I will NEVER do business with *****'s nor will any of my friends, family, co-workers, ANYONE!!!!!
  

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

• Initial Complaint

  08/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a vehicle at this dealership and it came in damaged so the manufacturer offered me a free oil change package as part of the compensation. The paperwork states a free oil change up to $75. I have only taken my car to Fields Dodge for the oil changes. Per their website, EVERY oil change comes with a tire rotation amongst other things. Never once was I told anything otherwise. On 8/4, I took my car in for the oil change and after the oil change was completed, the service advisor came over with paperwork stating my tires (all 4) are bad and 2 are dangerously bad and could have a blowout any day. I asked how that could be when the vehicle has ONLY ****** miles and is 1.5 years old. He explained it could be due to the fact that the tires were never rotated. I asked how could that be when I have only come here for oil changes. He said we never rotated the tires and I didnt really get a straight explanation and of course they wanted me to buy 4 overpriced tires from them. This did not sit well with me so I called and emailed pretty much everyone I could think of there and a day later received a call from ******* who really had no clear explanation of why exactly the tires were never rotated and had the ***** to tell me I declined the rotation. How insulting and FALSE! Who would decline the tire rotation? And more insulting, their big offer to me was to wait until fall (October) and take advantage of a tire promo they will be running (mind you my tires are completely bald and dangerous to drive) their negligence in not performing the rotations as advertised with ALL oil changes caused this and also caused me to not know my tires were even getting bad and they lie on top of it and now I have to pay thousands of dollars unexpectedly for new tires. Even more aggravating is that my tires were upgraded tires when I ordered the vehicle and I paid extra money for this which was a huge waste! I would like a refund for at least half the cost of new tires

  Business response

  08/06/2022

  Thanks for the inquiry.  Our website does not state that we perform a tire rotation with every oil change.  It is on the list of items we perform in our Express Lane.  Along with other options such as air filters, wiper blades and such.  The tires are at 1/32 in the front and 3/32 in the rear.  This can be caused by several factors.  We do recommend new tires.  The customer can get a second opinion at another service provider.  This customer has a maintenance package.  We did not sell it to her. I believe it came from Dodge.   The package is for oil change service.  Tire rotation is an additional fee.  Dodge does not offer a tread warranty on these tires and are solely the responsibility of the customer.  High performance vehicles come with high performance tires, and they can require additional maintenance.  We provided all services with professionalism and respect. 

  Customer response

  08/08/2022

   
  Complaint: 17679111
  
  I am rejecting this response because:

  Their website is vague and misleading when it comes to what exactly is included with an oil change.  I do know they are supposed to at least inspect the tires and the last time I was there before the incident last week (probably 6 months ago) they never mentioned anything about the tread starting to get low.  I dont think they just went bald in that short amount of time.  They also LIED and said they offered me the tire rotation last week at an additional cost and I declined.  He did not offer it to me and it was never offered to me at ANY of the other oil change visits.  My guess is so my tires would get bad and they can sell me their overpriced tires.  I cant think of any other reason, or just poorly trained employees.  Either way, not acceptable!  I am quite certain that these tires would have lasted over ***** miles had the tires been rotated at every oil change as Im sure anyone can agree that upgraded tires on a $60k vehicle should last more than 1.5 years/16,000 miles and they would not be happy if this happened to them.  Their vagueness, lack of communication, lying about what was offered and possibly not doing all the inspections at time of oil change definitely contributed to this problem.  And regarding the certificates/package for free oil changes, it simply states up to $75 for an oil change there is no mention of tire rotation being excluded so again, if it wasnt included or over the $75 allowance, that should have been communicated to me but it was not, ever.  Thank you 

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

  Business response

  08/09/2022

  We did not offer or express any warranty on the tires from Fields.  If you have an issue with the tread life you need to take it up with the tire manufacturer.  High performance vehicles can cause quicker wear.  We do not accept any responsibility of the driving habits of vehicle owners.  Our website is not misleading it lists all the options that we can perform in express service.  All services were provided per the mkaintenance package you presented. 

   

   

  Thanks 

  Customer response

  08/09/2022

   
  Complaint: 17679111
  
  I am rejecting this response because: still skating around the issue that tire rotations were not offered or mentioned EVER at time of oil changes and yes the website is misleading in my opinion and extremely vague when it comes to what is included with an oil change.  I understand you do not manufacture the tires but I took my car to YOU for routine service and trusted if something was needed or recommended it would have been offered or mentioned.  I also question why the tread getting low wasnt noticed at the previous oil change since its claimed that tires and other functions are supposedly checked.  Im not a ****** drive or in the Fast and Furious movies as you can clearly see by looking at my vehicle and the odometer doesnt lie (****** miles after under 2 years) so I dispute that driving habits played a part.  Yes the tires Dodge puts on are junk Ive come to learn but the issue is the proper maintenance can prolong items needing to be replaced.  You have not stated in any of your replies WHY tire rotation wasnt ever recommended or mentioned EVER.  
  
  Sincerely,
  
  *******************

*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. ↩