ComplaintsforFriendly Dodge Chrysler Jeep, Inc.

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On wed July 17 2024 I called tow truck to have my truck taken to Friendly dodge in Hamilton NY for and appt the following day. Had an oil leak and was unsafe to drive. I called the dealership on Thursday and they said that they got truck and were getting right on it. I called the following Monday and spoke to a representative and he assured me that the truck was in and he had called my warranty company to get permission to move forward with job, This was not true. I received a call from a different company stating that my warranty was expired so I called the dealership back and they told me that they had not looked at the truck and it was a scam call. I wanted another week calling my warranty company daily to see if a claim had been started and there 3 1/2 weeks later has not. My girlfriend called on Friday August 2 and spoke with a Donny stating they had pulled truck in and it would no longer start and it has been outside windows open for a week. They have mislead me for weeks on work performed and left my vehicle out with doors unlocked with a lot of my personal information in it. I expressed my concerns to the Mike in service asked the I speak to someone above him and exact statement was there is no one above me. My truck is being destroyed by a dealership that I as a paying customer should be protected against.

  Business response

  08/10/2024

  Customer was fully aware that his vehicle would take considerable time to get too, due to shop capacity. After submitting paperwork to warranty company and having inspector come out on behalf of aftermarket warranty the customer has decided to do the work himself and has picked his truck up. We have not performed any repairs and the customer was never charged.

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to bring to light a prolonged and unresolved issue regarding warranty work for my 2020 **** ********. This ordeal has spanned over two years and has been managed by numerous managers, supervisors, and service staff at your dealership. The persistent delays and mismanagement are causing significant frustration and inconvenience. Each attempt to resolve the issue has ended with promises of a loaner vehicle to facilitate transporting my Jeep to an unspecified paint shop. Initially, I was told that the process would take two days, which then extended to two weeks, and most recently, to three weeks. Despite escalating my concerns to FCA, who appears to be attempting to handle the situation responsibly, no tangible progress has been made. Most recently, after two weeks of organizing a loaner vehicle, I arrived at the dealership only to find that no loaner was available, with no further communication from your staff. Given the size and status of your dealership as a leading dealer of *****, it is difficult to believe that only one loaner car is available for all potential repairs. Today, I was offered a rental car for five days, at a personal cost, with the suggestion that I continue to wait and see if a loaner becomes available. This situation is both unreasonable and unacceptable. I was left with the clear impression that your dealership is neither equipped nor willing to carry out the necessary repairs in a timely manner. This scheduled drop-off was met with "your loaner is not available," despite waiting for three weeks. I strongly request that the required repair work be performed promptly and professionally. This issue is not of my making, and it is evident that Friendly CDJR is lacking in its commitment to rectify it. Thank you for your immediate attention and resolution.

  Business response

  06/27/2024

  We apologize for any inconvenience this may have caused to the customer.  We do agree this has taken too long to get taken care of with recent turnover from management and service staff.  We are in a brand new building and hope to grow moving forward.  We currently have the vehicle at the body shop being worked on as we speak.  The customer is also in a loaner vehicle and we expect the vehicle back early next week.  

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  bike was sold as serviced but light came on right away for oil change. bike only starts half the time and when i took it to ******* to be looked at they said the key fob was bad and ordered another that should be in in about a month. all i want from friendly ford is to pay the bill at the ******* dealer for the light to be taken off for the oil change the price to have the new key fob set and whatever else they may find well servicing it. i purchased this bike on 5/3/24 and started having issue the next day. i have been in contact with the **** dealer but they keep saying they arent sure what they are going to cover when ******* can get it in. i also asked the day after i purchased to just get my trade in back and bring the bike back but they had already sold my trade in.

  Business response

  07/01/2024

  We have been in contact with the customer.  I personally made the service appointment with the ******* dealer to get all of his concerns addressed (at no cost to the customer).  Furthermore, we provided a ride for him from the dealer back to his house.  Per Mr. ****, the ******* dealer has been in contact with him and was scheduled to pick the bike up last week.  I have left a message for Mr. **** to inquire his current situation as well as satisfaction on how the issue was handled.  I'm awaiting a call back.-Mike W******** - Friendly Auto Group

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had bought a vehicle in August 2023. The vehicle was inspected by one of the people at the facility knowing that the reverse lights do not work. We have had the vehicle back at Friendly Dodge in pennyan ny and at the *** place in Geneva ny several times the vehicle has still not been fixed and here it is April 2024 supposedly they are waiting for a wiring harness that they have now decided to order the vehicle is coming up on inspection soon and we do not know what they plan on doing so far we have not received a ticket for the back up lights knowing that in New York State you are required to have one or both working. This is unacceptable since it is going on a year.

  Business response

  05/07/2024

  Attached documentation for parts ordered 10/26/23 on backorder from **. As soon as parts are available we will complete the repair at no cost to the customer.

• Initial Complaint

  06/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle a couple years ago from the Dodge dealer come to find out about six months ago when I took the vehicle to another dealer that the mileage has been tampered with when I bought the vehicle they told me the vehicle had 43,000 miles on it. It turns out the vehicle had 92,000 miles on it this was brought to my attention by another dealership, and was put in a computer that way by two other dealerships, when I questioned the dealership, they told me that it’s impossible to change the mileage like that I’ve spoken with many shops and other dealers and said it is very easy to be done I purchased a vehicle for one price thinking it had 43,000 miles not 92,000 miles that’s a pretty significant price difference The dealership was very rude and did not want to talk to me. We just hang up on me. I also do have paperwork from the Dodge dealer that did the work on it, saying that the mileage does not match the records

  Business response

  06/27/2023

  Simply not true attached is the car fax with the odometer guarantee and all the documented mileage history .

  Customer response

  06/30/2023

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Regards,
  **** *******
  
  
  

• Initial Complaint

  12/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2019 *** **** used Purchased October of 2021 $65,000 Asked multiple times about transmission shifting funny .. told they are supposed to shift that way. then transfer case went out of truck and was told that the new part is on back order and that I could still drive the truck . ( 12/14/2022) truck under extended warranty. On 12/15/2022 the transfer case then came completely apart and truck became inoperable.... was told that I could have a rental truck from them until the following morning. 12/16/2022>>> Told by friendly's that they wouldnt give me a loaner for the duration of the repair. parts are on back order with no date for delivery... truck has since been moved to a different Dodge dealer.

  Business response

  12/22/2022

  MR. ***** was in for a transfer case concern on August 27th at 120,630 miles on repair order # *******. He was asked to drop the vehicle off as it would need to be diagnosed. It was determined by the technician that the vehicle did indeed require a transfer case replacement. The warranty company required a third party inspector to look at the vehicle and verify the diagnosis before approval of the claim. Mr. ***** was asked to return with the vehicle a few days later and we would provide a rental vehicle until the inspector came out. Mr. ***** was not satisfied with the rental vehicle we provided and declined to leave his vehicle at that time and said he would bring it back at a later date. The transfer case at that time in August was available the next day once claim was approved. Mr. ***** did not return for the repairs and Ro# ******* was closed on October 11th. On December 12th and 11,917 miles later, Mr. ***** dropped his vehicle off and was provided a rental covered by his warranty. The repairs were approved by the warranty company and the transfer case was ordered. The transfer case showed to be on back order with no ETA on RO# 6057890. At that time Mr. ***** was notified that the repairs were approved and the rental needed to be returned to save the last day for when the parts came in. He returned the rental and took his truck. Mr. ***** had his vehicle towed in because the transfer case failed. At that time he was provided a rental vehicle again at no charge to him. We do not have loaner vehicles, they are rentals and must be paid for under our insurance policy. The three days that the warranty approved were used for the inspection process and the one day the transfer case failed. The customer has since had his vehicle towed to another dealership and the part has been cancelled and the repair order has been closed. The vehicle was purchased with 94049 miles in October of 2021 and currently has 132,547 miles.Thank you for your time and consideration in this matter

• Initial Complaint

  08/01/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We can send via USPS all the documents that we have in reference to this matter. We ordered a new **** ***** in March of 2022. The truck came to Geneva in June 2022, the dealership sold this truck to another buyer because we had rebates, incentives and an X-Plan from work that allowed us a few thousand dollars off from the deal. They dealership knew this in March! The GM Jeff M**** told us that he could sell this truck to someone else and make more money! It was all about money! The dealership has ignored an neglected our phone calls to try and resolve this matter. We want the same deal but the rebates and incentives are all gone. They had to be used by April 4th This dealership knew all along that they would throw us under the bus and sell this truck to someone else to make more money! OMG! Who does this, wrong on so many levels. Unlawful, criminal if not illegal! We filed a complaint with **** Motor Company on June 28th 2022 but have not heard a response. We have sent letters, emails and made several phone calls with no updates. Case # *********** **** Motor told us to file a complaint with the BBB as they have NEVER heard of something so bizarre! Everyone is passing the buck! Please help! Any help you can give would be greatly appreciated. We look forward to your response in this matter. We can try to download the letters and the document we had from March 2022 If it does not go through, we can send the information via USPS! Thank you ****** & ****** ******* ###-###-#### P.O. box ******* ****** Street **** *** NY *****

  Business response

  08/22/2022

  On March 15th, *** ******* came into Friendly Ford of Geneva to order a new 2022 **** *****. The existing truck he offered to trade in, a 2015 ******** was appraised, “sight unseen” for $25,000.00. Friendly Ford stated to *** that to ensure this accurate appraisal amount, his vehicle would have to be fully inspected and surrendered at that time. *** was informed that if he chose to keep his vehicle and wait to trade it in upon arrival of his new vehicle, a new appraisal would be imperative as the market value is fluctuating. *** declined the appraisal amount of $25,000.00 at the time he ordered the new vehicle, and wanted $29,000.00 for his trade. *** was informed that the trade-in amount he wished for would not be feasible, but he would still be able to order the new vehicle. On June 23rd, 2022 the new ******** arrived at the dealership. Due to the market value at this time, a new appraisal amount, also “sight unseen”, was offered at $23,000.00. *** was unhappy with this amount, so he was asked to bring the truck in for a full inspection, in hopes of a higher trade-in value. Upon inspection of the vehicle, it was discovered the truck needed all new tires, as cords were showing through. It was discussed with him that the market was softening, and prices were going down. Friendly Ford shared with *** that similar trucks to what he wanted to trade in, were being sold at area dealerships for approximately $26,000.00. Due to his truck needing tires and brakes, Friendly Ford would have to invest between $2,000-$3,000 before it could be resold. Discussions commenced for the next few days regarding going forward with the sale, but the trade-in offer of $23,000.00 would stand firm. On Monday, June 27th, Mark H**** contacted *** to see if he made a final decision. *** stated he would only purchase the new vehicle if the trade-in value was $25,000.00. Mark informed *** that if he could not come to agreeable terms, the truck would go on the lot for sale. *** stated to Mark H**** that he was not interested in purchasing the truck if he did not get $25,000.00 for his trade-in. Due to ***’s refusal to accept the terms set forth, the new truck was offered on the lot and sold two days later on June 29th. Friendly Ford received a phone call from ***’s wife, ******, expressing her disappointment that the truck was no longer available and sold to someone else. Since Covid has ensued, 75% of Friendly Ford’s new car sales are ordered units. It is Friendly Ford’s policy that a trade in value is not guaranteed, unless the vehicle is surrendered at the time of appraisal and/or when the new vehicle is ordered. Friendly Ford has successfully delivered nearly 1,000 retail units with this policy. Our customers have always understood that ordering a vehicle can be a timely process, and market conditions are always fluctuating. This complaint is the first that Friendly Ford has received with this issue. The *******’s were given the option to surrender their vehicle and receive the agreed upon sales price in March. They were informed of appraisal values fluctuating. They chose to decline purchasing the truck solely on the trade-in value that was fully justified by the condition of their vehicle. They were given plenty of time to agree to the terms, but they were not able to accept our offer, therefore the truck was released to the sales lot. Jeff M**** Friendly Ford

  Customer response

  09/07/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. We are responding to the response from Friendly Ford dated 9/6/2022 in reference to the complaint we filed on 7/30/22.  We would like to know who from Friendly Ford signed this response dated 9/6/22. It was stated that there are several options on purchasing a new vehicle! They are totally and completely WRONG on this one! There were only TWO options with the Rebates and incentives that we had - Purchase from LOT of ORDER! We decided to order! Worst decision we have ever made! We are so disheartened to think that Friendly Ford would lie the way they have!  It is true, there is no discrepancy with the incentives or REBATES! But! Friendly Ford took ALL those out of our hands the minute they intentionally sold the truck that we ordered to someone else! We had TWO BIG REBATES from **** Motor Company and an X-Plan from work! With incentives and rebates we had $9,000.00 off from the new truck that we ordered! This was the problem with Friendly Ford NOT wanting to sell us the truck! They knew in March that they would NOT be selling this truck to the *******'s!  Jeff M**** told ****** that he could sell the truck to someone else and make a lot more money! So, it's about money now and NOT customer satisfaction or loyalty! This is how you treat LOYAL customers! We were offered $25,000.00 for our 2015 **** ***** in March of 2022 on the trade-in towards the new truck ordered! This is where General Manager Jeff M**** LIED! OMG! How can anyone live with themselves! We did try to surrender our truck in March. We offered our truck to Friendly Ford in March!  Jeff said he could NOT take the truck due to some legal binding contractual issue! We told him, he knew we had two vehicles he could have taken our truck in March! Jeff M**** refused to take our truck in March! We wanted to surrender our truck! He said what if the new truck comes in and we do not like the truck then we are out two trucks. Made perfect sense! So, for them to say it is common practice to take a vehicle on trade when someone is ordering a new vehicle! Wrong again! This is NOT common practice! We asked around and they said it is NOT common practice to surrender your vehicle when you order a new vehicle! Not sure why Friendly Ford would say that! They are desperate because they know they are WRONG all the way around this matter! ****** signed two different documents, Quote/contact (?) and a document that Mark H**** brought to our home on 3/19/222 to be signed. This document was to get the truck ordered and started from **** Motor Company! We asked verbally and in a form of foiled request to get copies of ALL documents that we signed relating to the order of this truck. To date we have received no documents on this matter! Friendly Ford has ignored and neglected us on every request we have made to them. We have made NO false statements attacking Friendly Ford! We have only spoken the truth as we do NOT want anyone else to have to experience the nightmare that we have experienced in this matter. It was mentioned that the salesperson is a revered person around town, so are we volunteering with several agencies. We are just as rebuttable as Mark H****. Probably more well known around if you checked! We are actually devasted to think that Mark would participate in such an unethical and unprofessional manner. This has NOTHING to do with what they did to us! We thought everyone was good people until this happened to us! The money that Friendly Ford donated has NOTHING to do with this matter. They are grasping at anything! **** Motor Company is NOT happy with what Friendly Ford did to us! They said they had never heard of this before! Then they should make a WRONG - RIGHT!   All of our inquiries were NOT addressed and or acknowledged! Friendly Ford has ignored and neglected to respond to our many inquiries. ****** spoke to Mike U***** in July, he said to order a new truck! ALL the REBATES are gone, Friendly Ford took them out of our hands when they sold the truck to someone else! So, resolution would be to put the money back into our hands that Friendly Ford took away from us and get ALL the REBATES back. Please acknowledge, address and respond to our issues and concerns in this matter. We look forward to a favorable outcome. Thank you.  ****** & ****** *******

  Business response

  09/09/2022

  Friendly Ford of Geneva confirms that on March 16, 2022 ****** ******* ordered a ******** from Friendly Ford of Geneva. Mr. ******* qualified for an X-plan incentive and additional rebates awarded to him by **** Motor Company. The incentives offered by **** Motor Company presented Mr. ******* with several options on how he could purchase the new truck. There is no discrepancy over the incentives, rebates or price of the new truck. In March 2022, Mr. ******* was offered a “sight-unseen” appraisal for his truck of $25,000.00. If Mr. ******* surrendered his vehicle at this time, the market value allowed for this appraisal. Mr. ******* was informed that if he chose to wait for the new truck to come in, the trade-in value could not be guaranteed. Mr. ******* made the decision to order the new truck and not surrender his vehicle. Friendly Ford has never guaranteed a trade-in value for a future date, as the market is perpetually fluctuating. There are too many unforeseen factors that are not conducive to guaranteeing an appraisal value. However, it is common practice for customers to lock in the trade-in value by surrendering their vehicle at the time a new vehicle is ordered. That is the only way a trade-in value can be guaranteed. These terms were openly discussed with Mr. *******. It was reiterated to Mr. ******* on several occasions that if he was not happy with the appraisal value, he was not required to purchase the new truck. Mr. and Mrs.*******’s false statements are attacking the integrity and ethics of Friendly Ford. In the past 6 years, Friendly Ford of Geneva has received the prestigious President’s Award five times. This award is granted to less than 10% of Ford dealerships nationally, based solely on customer satisfaction. Friendly Ford of Geneva, as part of the Friendly Auto Group, has raised and donated over $40,000.00 to two local cancer organizations in the month of August 2022. The Commercial Sales Manager that assisted the *******’s with this sale is highly revered in the area as a retired police chief. All social media retaliations from the *******'s were addressed promptly. **** Motor Company contacted Friendly Ford and was debriefed on all the details of the *******’s proposal and saw no unethical actions present. In closing, Friendly Ford never retracted the incentives, rebates or price of the new truck. This truck was ordered specifically for the *******’s. Given the obvious nature of fluctuating market values over a three month span, appraisal values undoubtedly will change. The *******’s chose to forgo the only option that would lock in the value quoted in March. Their decision to keep their truck and risk a fluctuating trade-in value was solely theirs. It was also the *******’s decision to refuse the terms of the proposal, therefore forfeiting the sale of the new truck.  BBB spoke to Jeff at business and the following additional statement was relayed: The customer was given the opportunity to leave his vehicle, he chose not to at that time.

• Initial Complaint

  05/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I, **** ******, do swear that the following statement against Friendly Dodge Chrysler Jeep in Penn Yann New York, taken Friday, March 6th 2022, is true and accurate to the best of my knowledge. These are the lies i was told, to deceive me into purchasing a vehicle i would have never purchased if FDCJ had been honest from the start: lied to about Canada origination (General Business Law Section 198-b) lied to about truck having factory warranty lied to about truck being certified used lied to about the vehicle history and odometer report being 41,456 miles off lied to about truck being a local trade lied about loan term agreed to 500/m for 60mo tried to show us 600+ @ 66 months and higher and then used bait and switch on 75 month term ALL CONTRACT PAPERWORK, AND MY SIGNED STATEMENT ARE AVAILBLE. i SIMPLY DO NOT FEEL COMFORTABLE SENDING THAT MUCH PERSONAL INFORMATION WITHOUT EVEN KNOWING IF SOMEONE IS RECIEVING IT OR IF ANY OF MY PERSONAL INFO WOULD BE ENCRYPTED FOR SECURITY

  Business response

  05/09/2022

  It saddens us when any customer of ours in unhappy, we have reviewed all of our paperwork and documentation which is attached. In this case, the customer stated several allegations that were untrue. The documentation attached will support that. The dealership has made efforts to appease the customer and when a verbal agreement has been reached the customer decides to change the agreement. The documentation provided with this email are as follows: 1. A clean Carfax 2. A SIGNED Final Acceptance declining any coverage 3. A NY State Dealer Limited Used Passenger Vehicle Warranty 4. An internal SIGNED Purchase Agreement prior to bank approval showing ONLY 72 and 75 Month term options 5. A SIGNED Retail Instalment Contract at the agreed 75 month term. 

  Customer response

  05/10/2022

  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.  Friendly dodge has reached out to me to find an agreeable solution. I am confident Bryan R*** is resolving my issues. Once That is done, I will have no complaints with this business. Thank you Regards, **** ******

• Initial Complaint

  02/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a 40+ thousand dollar truck, 91 days later my transmission fails and they wont work with me on fixing it, i cant afford to fix it on my own, they should help!

  Business response

  02/26/2022

  New York state Limited Used Passenger Vehicle Warranty On a Vehicle with more than 36 thousand miles is 60 days or 3000 miles which ever comes first. When the vehicle was delivered it had 53,211 miles and when it came in for a mechanical issue it had 65,482 miles which is more than 3 times the warranty mileage. The vehicle had clear signs of misuse, I have attached documentation to support the warranty claim and attached videos to support the misuse.Thank-you.

*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. ↩