ComplaintsforThayer Chrysler Dodge Jeep Ram

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello- I leased a Jeep Compass in June 26, 2023. Since I drove it off the lot, I've been having multiple issues. I started communications with the dealership (I have the messages) June 28th. It has been back to the dealership ~6 times, with the same problem, as well as new problems have that started. They have contacted Jeep US Customer Care. I have had multiple "case managers" for the situation. I have asked how many more times will I have to take this brand new Jeep into the shop before it's enough. I have missed work due to all the trips to the dealership and it's taken a lot of time. They plan to take the entire Jeep apart and to try and fix the problem. I am uncomfortable with this. I am also frustrated because I leased it brand new and have indicated I've had problems since driving it off the lot. I didn't want to contact the Better Business Bureau, but I am at a loss as how to move forward. Problems include: - Radio./touch screen not working or lagging (that has all been replaced, problem is still occurring) - Left driver side window sounds like the motor is dying- this has been torn apart. They said it's normal - New problem where the emergency break comes on everytime it's in park, and then comes off automatically- indicating the emergency break is not working

  Business response

  01/26/2024

  I spoke with ******* about how we can move forward. At this time the manufacture is recommending continued testing to diagnose and correct the issue. I have given ******* an estimate of early next week when we will have a loaner vehicle available for her to drive while we communicate and complete testing that the manufacturer is recommending until we have a more answers for her. I assured her that our top service personnel will be the ones working on her vehicle to ensure timely answers. We have offered to bring the loaner vehicle to her if she does not want to waste her time driving back to the dealership. She seemed ok with this plan for now. Also explained that we would be happy to appraise her vehicle and purchase it back from her at its current value or trade it in towards a new vehicle. If she wants to explorer the manufacturer buy-back that she mentioned we can help to get her the correct contact info to reach out to the proper customer service representatives at the manufacturer level.  Thank you for bringing this concern to our attention. We hope to satisfy the customers concern as quickly as possible.

• Initial Complaint

  04/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my vehicle in around December 6, 2022 for an oil change with a few other things. I stated what was going on and that was not done, instead brake calipers were readjusted and once I left 20 minutes later right passenger rear made a popping sound. Fast forward to 3/4 weeks later, check engine light comes on, immediately contact and get vehicle in. I write down a list of issues that were going on with my vehicle since December. Popping noise was never looked at and that was brought up. Check engine light was apparently due to thermostat. However, I then ended up with water sloshing in my dash and the smell of coolant and that was reported immediately, service never contacted despite being told to. 3rd time I was told oh it’s just an air pocket and it will work itself out. So now my radiator has a leak and needs to be replaced. Somehow I am responsible for this, despite it being reported immediately after the thermostat and being told it would be fine after the thermostat was changed, clearly it wasn’t! From January until 4/10/2023 I never had a radiator leak, my car would sit for days and nothing was ever under my vehicle and I park in the same spot always! Not to mention both times I never had the multipoint inspection done after each visit! I was told on 4/20/23 by ******* the service manager that the sloshing is what lead to my radiator issue. THAT WAS REPORTED AND NO ONE CALLED AND I WAS TOLD IT WAS FINE BY SERVICE! I was also told that I am responsible for a tow bill, when I confirm with her that ****** would take care of it and she said to have to invoice submitted to her. ****** is not hold true to their word, let alone taking responsibility for service not doing their job correctly! So worried about maintaining the family name, this is not maintaining the family name of integrity. Shame! My vehicle only put on maybe 1000 miles from December to April, so that’s not the problem!

  Customer response

  04/28/2023

  [BBB Transcription via Duplicate]

  I asked **** ****** for all of my referral fees for the people that I sent there to buy cars. 6 of those were my family members and 2 others were not. I was told he had no way to verify those people. As I explained they are my family with the exact last name as myself. He is refusing to pay me the referral fee of $100 per person, that’s at least $600 for my family alone. So in total I am owed $800 by ****** Chrysler/**** ******. I made him aware of this on 4/22/23 for the final time and he still refused. I am aware of the referral policy there, I believe it’s called “bird dog fee.” I would like what is owed above to me. He tried to bully me into removing a Google review over the service that I reviewed with my vehicle. I was told he would pay the tow bill if I removed it, but as I continued to state, I was told to submit the invoice to them and it would be taken care of. My vehicle was never fixed, despite my passenger rear end that was their fault. Yes, the tow bill was paid by them, I stood my ground that I would not be bullied. Not to mention being called several times a liar by **** ******. So at this point I would like the $800 owed due to the referrals and people buying the vehicles. Otherwise the company has lied about paying referral fee to people when vehicles are purchased.

  Business response

  05/01/2023

  The original repair order from December 5th 2022(mileage recorded at 89,823) shows a brake system concern. Customer stated while coming to a stop the front end would shake. Technician diagnosed issue, cleaned and adjusted calipers at no charge. The only charge on that repair order were for an oil change and tire rotation. The repair order opened on January 7th 2023 (mileage recorded at 90,390) was indicated for a check engine light concern and a vibration at 65 mph. The check engine light was due to a thermostat rationality code which requires a new thermostat. A new thermostat was installed and to our knowledge the check engine light has not come back on for this issue since. With the vibration concern the tires were rotated and balanced. Another repair order was opened on April 15th 2023 (mileage was recorded at 91,527). Prior to the repair order being opened the customer called in and told our service department there was a reddish color fluid and an over heating smell. The customer asked if we would pay for the tow bill and our service manager told her if it was related to our previous repair we would be happy to cover it. On this repair order there were also concerns for a sloshing noise in the dash and also a noise when turning. All of these concerns were diagnosed by a factory certified master technician. It was found there was a leak in the radiator from a location that would not have been related from the prior thermostat repair. It was advised that to pinpoint the leak we would need to remove front bumper. We have found radiator leaks on this particular year, make and model vehicle to be common and come from corrosion or the seem separating. The "sloshing" in the dash was also diagnosed and determined to be from a clogged AC evaporator drain, Also unrelated to any prior repair. The technician replaced coolant and drove vehicle for the drivability/noise concern. After driving the vehicle multiple times he was unable to duplicate the issue. These diagnoses and estimates for repair were relayed to the customer for further direction. It was stated from our employees that the customer would not accept the explanation and became unruly. The service manager offered discounts and goodwill but customer demanded we cover the cost of everything. The customer was told that we would waive all diagnostic charges and she could come pick up the vehicle the only thing they would be responsible for is the towing bill of $202 because the cause was unrelated to the prior repairs. The customer proceeded to post a poor review on the internet. The customer was in contact with the owner the next day demanding we cover the towing bill, she was asked to consider removing the poor review if we made another good faith effort of covering the tow bill. The customer refused to remove review and continued to get more aggressive. We told her we would still cover all diagnostic charges and the tow bill as good faith efforts. Once the towing bill was settled the customer continued on demanding payment for prior "referrals" for vehicle sales which was the first we had heard of it. It was explained to the customer that there would be no way of knowing who she had referred. We explained that the staff member that sold the vehicles requests a referral for there customers and no referral for was ever submitted. Not to mention the staff member she knew was a personal friend and the General sales manager who no longer works at the store. Therefore there is no one to validate who she sent in and we have many customers with this customers same last name. We also do not pay $100 for these referrals. We have been told by other staff members that the old general sales manager would often pay for her repair bills. Our assumption was he did not submit the referral forms because he was covering those bills for this customer. 

  Customer response

  05/01/2023

  
  Complaint: ********
  
  I am rejecting this response because: the individuals that I sent to purchase vehicles all have the same last name. As far as any vehicle repair bills being covered by someone, that was out of his pocket! As far as that person paying any vehicle repair bills that’s irrelevant. Because he knew that ****** would not pay the referrals. This has to do with me being paid my referral fees. I am aware that they did have someone that would send referrals and this lady (****) was always compensated, ****** has paid others for referrals, so am I being discriminated against? It is very easy to look in system for the last name and see the 6 family members of mine. I do feel that I am now being discriminated against because I knew this person and they parted ways. They do have a “Bird Dog Fee” and by sending customers to buy cars this is how people are treated. Especially when they are aware of referral fees. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  06/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I took my daughter's Jeep Renegade, which is in my name, to the Thayer Jeep Dealership in ******* ***** for battery related repairs (wiring, housing, battery, alternator), around March 17, 2022. After a week of having it, during which they offered no rental vehicles, my daughter picked up her Jeep, only to discover the radio had been busted. There has been little to no contact since then, because at this point, every time I call to discuss, they're "with a customer" and tell me they'll call back, and never do. I have already turned down an offer for a class action lawsuit, and we've had innumerable issues with this vehicle since purchasing it in 2016. All I want at this point is a new radio, so that my daughter can continue to enjoy the car I paid cash for up front. This is ridiculous!

  Business response

  06/21/2022

  This is the first we are hearing of a complaint from the customer. Staff members that were working with the customer recall no complaints during any interaction or during and after pickup. We are more than happy to talk with customer about any issues they are having. We left a message on customers voicemail at the number listed and requested a call back to see what is going on with vehicle and come to a resolution. thank you, ****

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