ComplaintsforJones Chrysler Dodge Jeep Ram

• Initial Complaint

  01/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  12/27/2023 I came to Jones Jeep Service for a scheduled car inspection at 10:30AM. After waiting about two hours, a service rep came to me and reported my car needs an alignment to pass inspection, reporting my car pulls “severely to the left.” I was confused as that was not occurring while driving, and asked for a further explanation. I then was met with resistance from the rep, stating “being accused of lying is an attack on our integrity.” I at that point asked for my car back as I wanted to take my business elsewhere. The service rep proceeded to tell me my car was already being aligned but they can “knock it back out of alignment.” I was then sent back out to the waiting room. After about 15-20 more minutes, I was told my car was ready. The rep then reported the car passed inspection and I didn’t need to pay for an alignment. I requested multiple times to pay for the services provided, but was refused by the service rep. I requested to speak with the manager in order to pay, but again was denied. I paid for the inspection and left the facility. Immediately while driving, I noticed my vehicle severely pulling to the right. I attempted speaking with the service reps and again requested multiple times to speak to the manager, but was denied every time. The explanation provided regarding the new alignment issues were “my techs have been doing this for 20+ years it’s not possible for a mistake to be made.” I now am left with a vehicle I am 1) unable to drive until I get a proper alignment 2) need to go to another car shop to receive an alignment I never needed PRIOR to this appointment and 3) am concerned of the safety on mine and other vehicles that are somehow passing inspections at this facility that may not be safe on the road. I am a young, pregnant female who was left crying and feeling belittled by the service rep. My hope is future customers are never treated the way I was.

  Business response

  02/05/2024

  Ms. **** had made an appointment with our Chrysler Jeep Dodge Ram store on 12/18 for 12/27 at 10:30. The customer’s request was to complete a Maryland State Inspection (MSI).  During the inspection, the Technician found that the alignment was out and had to be corrected (See attached). The time stamp on the report shows 11:07 AM.  Ms. **** approved the work, so the Technician started to address the alignment.  After some time, the customer’s husband contacted her and demanded that the work halt and stated that the alignment was acceptable.  We are regulated by the State of Maryland and we must show every Maryland State Inspection/report and our findings.  When the customer became irate and had called our Advisor/Dealership liars and mentioned customer’s comments that she had seen online to our Service Advisor, this is when the Service Advisor responded with “it is an attack on our integrity”.  When the vehicle was pulled off the alignment machine, 3 out of the 4 suspension angles were corrected- the State of MD requires that the alignment be (at a minimum) 90% of the manufacturer’s specifications.
  Our Service Manager had stated to our Service Advisor, “Knock the alignment off the invoice”, which is attached.  At no time did any representative state “knock it back out of alignment”.  Our Chrysler Dodge Jeep Ram service department is one of the busiest stores and has one of the highest customer satisfaction ratings in the Mid-Atlantic.  We work with many customers as well as national companies that service their vehicles with us.  We appreciate every customer and the jobs that we have the opportunity to do, but at no point do we have the time (because of how busy we are) to deceit customers. 

• Initial Complaint

  04/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  i went to this location to have my car Diagnosed they told me what needed to be fixed on the car which equaled to $2,000( o2 sensors spark plugs full tune up computer repair and battery. i got everything fixed they said was wrong with my car they told me it was fixed no other issues. i returned to pick up my vehicle and my check engine light is on. they then Diagnosed it again and now it's $5,000 more worth of work need to be down on the car. one of the items was a Cadillac converter got that repaired and picked up my car from thsi repair and car is worse than when i took it to be fixed. had it Diagnosed some where else the next day and the codes that came back on the car are reading the same codes that was to be repaired o2 sensor and Cadillac converter. i have called this company multiple times and nobody has returned any of my calls.

  Business response

  05/06/2022

  Business Response /* (1000, 5, 2022/04/25) */ CRM Eric ****** has attempted to contact the customer via phone and email/

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