ComplaintsforWooster Chrysler Jeep Dodge Ram

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March of 2024 I purchased a 2017 Ford Focus ST with 50k miles. The vehicle had rough running issues and a consistent cylinder 3 misfire since April 8th, 2024 even after spark plugs, coil packs, etc. I chose not to take the vehicle back for the issue as I didn't purchase the extended warranty option and the vehicle was listed "as -is". Fast forward to the current times and the vehicle had to be towed to a local Ford dealer as it left me stranded. I had the dealer diagnose the issue for the vehicle having no power when driving. I was told that the vehicle needed an engine replacement due to cylinder 3 having 0 compression and cylinder 1 having little to no compression. After contacting my salesman at Wooster CJDR and about a month of a run around game. I was told I had a " 6 month/ 6k mile warranty" that I have no paperwork for even after being told the car was sold to me " as-is". Now after being 900 miles over the warranty that i wasn't aware I had I'm being told that Wooster CJDR is only going to cover about 4k dollars of the $9,800 dollars I was quoted to have the engine replaced, 4 months and 7k miles after my purchase of the vehicle leaving me having to foot a $6k dollar bill on a 57k mile 2017 vehicle.

  

  Business response

  08/20/2024

  The majority of our used vehicles do come with a 6 month, 6000 mile powertrain warranty however on high performance cars, such as yours, they are sold as-is simply because of what they are. We don’t know how the customer is going to be driving the vehicle and being high performance, they can be easily modified or driven harder than recommended by the manufacturer. This may be where your salesperson was confused. You purchased the vehicle as-is and also declined to purchase an extended warranty at the time of sale. We have attached several signed documents that would also be in your paperwork acknowledging the vehicle was being sold as-is. If the vehicle was running rough since April 8th, why wouldn’t you reach out to at least discuss it with us prior to now? We feel that under the circumstances our offer is beyond fair and reasonable considering the above-mentioned facts. Our offer is only valid if the work is being performed by us and stands until the end of August. If you wish to proceed please let us know and we can discuss what we need from you in order to move forward.

  Customer response

  08/26/2024

   I am rejecting this response because:
  
  I believe that the cost covered should be at 50/50. I wouldn’t have anything to complain about if it was fair. 

  

  Business response

  08/26/2024

  We are willing to split the $9800 cost with you so long as you have the vehicle towed to our shop and we are the ones that install the engine. If this works, let us know and our service department will reach out to you to go over some more details. Being that we will have to purchase an engine, you will need to pay for half of your portion upfront prior to us securing a motor and the other half once the work is completed

• Initial Complaint

  05/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a vehicle from Wooster CJDR on April 2, 2024. I purchased the vehicle in full thru a bank to bank wire transfer. The vehicle was shipped to my home and arrived on April 7. I bought the vehicle online, sight unseen, and signed the paperwork on April 5. I asked more than once if there were any mechanical issues or other issues that needed to be addressed with the vehicle and was told none existed. I have had possession of the car for less than 30 days and in that time a previous issue with the passenger side window was never disclosed but a resolution negotiated. In addition, it has been found that the emergency brake was not attached per the mechanic who performed the ** state inspection and the heater in the car does not function as well as the mode selector to switch from dash to floor to defrost settings in the car. It was disclosed that the vehicle was being sold as-is at signing after the payment was made. I believe that the dealership dealt in bad faith stating that there are no issues with the car after being asked directly if any existed. Selling the vehicle as-is at signing should not absolve the dealership of all responsibility. The issues were either not disclosed or not known, which is equally as alarming if the dealership is not inspecting cars for standard issues, then selling them as-is.

  

  Business response

  05/07/2024

  This customer purchased the vehicle over the phone. It is a 2007 so it is by all means not going to be perfect. This customer has also called us complaining that he was charged tax on shipping the vehicle, which is a good and service, which is taxable by state law. It was $40 in tax and now he is filing another BBB complaint over $70. We made good on the last complaint out of a gesture of goodwill. He needs to accept ownership of the 17 year old vehicle and if he is going to nit pick a vehicle apart, he should have purchased a brand new vehicle that is under warranty. The vehicle was in working order at the time of our inspection and he has had possession for over a month. Things break on cars, we can't control that nor should we be held hostage via BBB complaints. The customer needs to accept that fact that older cars need repairs and cost money to repair. We have already given this particular customer a 1 time goodwill payment based on the previous complaint which was substantially more than $40 in taxes or the $77 they are filing a complaint over now. Ultimately, the customer is responsible for any repairs after our previous goodwill payment and no further help is or will be offered.

  Customer response

  05/09/2024

   I am rejecting this response because:  For clarification purposes the issue regarding taxes was not based on the shipping charges. The dealership added the cost of shipping to the sale price of the vehicle. I asked for the amounts to be separated so I could pay the correct sales tax on the sale price of the vehicle. There was never an issue regarding tax on the shipping charge. In addition, I don't know what kind of inspection the dealership performs to miss a passenger window that doesn't operate, a heater that doesn't work, the mode selector that doesn't operate, and the emergency brake to not be connected. I asked more than once if any issues exist with the car mechanical or otherwise prior to sale and was told no. If disclosed, they could have been dealt with at that time. All of the problems existed when the car was delivered, not issues that just happened within 30 days of having the vehicle. I didn't expect any action to be taken by the dealership regarding these existing issues based on my previous dealings. I consider myself fortunate that a payment was made regarding repair for the passenger window. The business practice of selling the vehicle as-is and not either disclosing issues that exist with the vehicle or not inspecting the vehicle well enough to know they exist baffles me. Attached is the email response I received from State of **** AG office when my complaint with them was filed. At this point my best recourse is to help others be aware of this type of situation.
  
  
  

  

  Business response

  05/10/2024

  Just so we understand, you originally called about the issues, we agreed on an offer, then you filed a complaint an hour or so later about everything stated before, we gave you money for goodwill that YOU AGREED to and now you filed another complaint for the $77? Everything you stated with the exception of the $77 was in the first complaint and the complaint to the AG. We may have been more apt to helping if you would have called however, now based on this track record, we are unable to offer any more assistance because when something else breaks in the future, you will just file another complaint with either the BBB or the AG office and being that the vehicle was purchased AS-IS we would then be implying a warranty. Guess we will have to agree to disagree on this one.

  Customer response

  05/14/2024

   I am rejecting this response because: You did not disclose the issues that existed with car prior to sale when asked either thru ignorance or deception. All issues with the vehicle were present when the vehicle was delivered and disclosed within 30 days. Your goodwill gesture is a little hollow when you state the issue will be fixed then balk at the estimate price to make the repair. This all could have been avoided if the issues were made known at time of purchase. The fact the car is old is irrelevant if issues that exist are made known to the buyer. I did agree to the offer of $500 to compensate for the cost of the passenger window repair because it was a one time, take it or leave it proposition per our phone call. I don't believe there was any good faith effort to work with me on the other issues that exist with the car. Basically, you are stating that you may have been willing to help with the other issues but after a complaint was filed that action goes away. Again, for the record the other issues including the emergency brake existed when the car was delivered and were made known within 30 days of delivery. It's a little disingenuous to think someone is going to call you months after the car has been delivered and say there is a problem. I believe a 30 day window is more than reasonable especially when asked directly about any potential issues with the car. The as-is purchase was not disclosed until signing, after you received full payment. I don't expect any action by the dealership at this point. I will let the process run it's course.
  
  
  

• Initial Complaint

  03/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a vehicle from this company. I asked the salesman if anything was wrong on the test drive he stated no. ( nothing was disclosed) I purchased the vehicle and agreed to bring the vehicle in the following Wednesday for better detail cleaning. I requested that the fluids be checked. They kept the car over night the salesman sent me a text the next day the car was done and fluids were good. Today I took to to bmw and found out the rack and pinion need replaced $5000 worth. I called the dealer and they told me it was sold as is and it’s my problem. I bought this car 2 weeks ago and they had mechanics look over prior to selling. There was no disclosure by the salesman when specifically asked.

  

  Business response

  03/28/2024

  Ms. ***** did bring the BMW is on 3/20/24 for a “we owe” item that we took care of at the time. She made mention that she wanted us to check all fluids again, which we did. All fluids in the car were at the appropriate levels and there was no mention of any steering issues that would lead to the repair BMW of North Canton is suggesting. The vehicle does not take power steering fluid as it has fully electric power steering and is driven by an electric motor that doesn’t require nor have a place for any fluid. We initially inspected the vehicle and 3/1/24, road tested it for 6 miles and our certified technicians didn’t find anything wrong with steering or suspension components that would lead to the car needing a steering rack.
  Upon further research, we have found several electric rack and pinion replacement parts for far less than what BMW of N Canton is quoting and would be able to save Ms. ***** substantial money if she wants us to install a part that we aren’t even sure is faulty at this point. Ms. ***** did purchase the vehicle AS-IS and signed multiple forms acknowledging that. She also declined any extended warranty options presented that could have potentially covered the rack and pinion if it is, in fact, faulty. We can reinspect the vehicle if she would like and if it needs repaired, we would be willing to sell her the parts at cost and also discount the labor to install and re-align the vehicle as a gesture of goodwill.
  Attached are copies of our inspection, the technician notes, forms Ms. ***** signed as well as prices on electric rack and pinions that the vehicle has.

  Customer response

  03/29/2024

   I am rejecting this response because: The option to fix the car was never offered until now. Why when I called and first told the salesman this was an issue did sales say I had to talk to the manager?I was told I didn't buy the extended warranty and couldn't bring that car back , I was told that ***** would "wait to hear from my attorney". The "inspection report"  that was submitted shows no VIN, no make no model no odometer, and is not signed off by anyone, the vehicle info is simply blank. It also has many errors. For instance- my vehicle doesn't have trailer towing, power sliding doors and controls, 4x4 operational, jack handle and lug wrench... the list goes on. I believe this form to be fabricated or someone else's vehicle altogether. I believe this is  a feeble attempt to pass off as mine . This in my opinion, is another example of shady business practice that this company will utilize to conceal defective cars that they sell. The work order from 3/20 made reference to steering issues as it said all fluids were good, doesn't use power steering fluid. That indicates that a problem was arising, and the dealer had the car at the point. This mechanical defect was reported. I spoke with the salesman on the test drive and was assured that there were no issues and nothing was wrong. I purchased the car on 3/7, with an appointment to have more detailing done on 3/13, I canceled 3/13 and rescheduled for 3/20, the car was not being drove at that time. This is a convertible and freezing temps with rain and snow. On 3/20 the work order makes reference to the steering issue. On 3/23 it was taken to the BMW dealer with an estimate of $4546.20. For resolution I am requesting that I am refunded the money for the repair of the vehicle. The total paid bill is $4816.95, and is attached.
  
  
  

  

  Business response

  04/05/2024

  The indisputable facts of this transaction are 1. The vehicle was sold AS-IS and 2. An extended warranty was offered and the buyer decided NOT to purchase it. We were never given an opportunity to look at the vehicle to verify anything wrong with it after BMW claimed it needed a steering rack. There is no concern, cause or correction listed on any paperwork from BMW as it should be. Per your previous response, the vehicle isn’t your daily driver so the repair didn’t need to be as immediate as it was and we could have been given the opportunity to verify the concern and perhaps address it. With that in mind, we are still willing to help but not to the extent you are asking. With the vehicle being 12 years old, a re-manufactured or refurbished part would suffice for the repair and we can secure the part for $1600 as sent over previously. We are not a “shady” business as you have stated, you can see that we have resolved the minimal complaints we get thru the BBB with positive resolutions and we are an A+ rated business. This simply would not be the case if we had “shady business practices”. The overall cost of the repair, if it were done here, would have cost $1900 between parts and labor. We are willing to contribute the $1900 with the clear understanding this is a one-time gesture of goodwill even though the vehicle was sold AS-IS and any extended service contract was declined at the time of purchase. Any further repairs are and will be the customers responsibility.

  Customer response

  04/10/2024

  I would be willing to accept the offer but I am not sure what option to pick. I need to make arrangements to have them mail the check. I did speak with the salesman about fixing the car on the test drive "if anything ever went wrong" and even told him that I knew the dealership couldn't fix it, because I have had BMW's before and he said that was correct. This car was fixed by BMW certified mechanics that sent videos that is standard for their clients when they are fixing their cars. Wooster Jeep Dodge was aware that there was an issue as I sent the estimate to the salesman as soon as I got it, and then called and got transfered to the manager and was told don't come in. So, bottom line- I am willing to take the check to resolve the complaint. I just need to know what option to take and how to tell them to mail it. 

  

  Business response

  04/15/2024

  It sounds like the customer is willing to accept the $1900 towards the repair. We will mail the check for $1900 to the customer upon this case closing and will send it to the address we have on file.

  Customer response

  04/16/2024

  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.

• Initial Complaint

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Dec 21, 2023 while I was home on leave from the US Army, I purchased a used Ram truck for $36,000. The tires had some wear & before agreeing to purchase the vehicle, a discussion took place with the sales associate ****** ****** about the tires. ****** said that the tires have at least 4000 more miles & they will easily last through the winter months. ****** also stated that the tires only cost $150 a piece. I agreed to buy the vehicle knowing I would have to start saving to purchase a new set of tires before summer. I noticed a few days later the rear passenger side tire was low and I filled it thinking it was from the temperature drop. A couple days later the tire went from 37 to 19. ****** was contacted about the tire and he called back the next day saying he discussed with the manager and the dealership was not going to replace the tire under any circumstances. And if we wanted them to look at it they would but they will not replace the tire. ****** was told that it was an hour ride in each direction and probably too dangerous to drive on. ****** was asked if we could take it to a Ram dealership a few miles from our house & he said no. At this point, it did not make sense to risk driving an hour away when he made it clear they were not going to do anything to help. I also had to return to my Army training for 3 weeks which I left for on January 2nd I took the truck to Conrads Auto and they said the tire seal was damaged and the tire needed to be replaced. There was not any nails/debris in the tire. I purchased 4 tires totaling $968 ($241 each installed). I believe I was deceived by the dealership and then my issue ignored and made difficult, I am only seeking reimbursement for the 1 tire (not all 4). It is very disgraceful at the way a young man serving his country in the United States Army was treated. The lack of empathy from the dealership or willingness to assist or even a follow thru phone call is unacceptable and very dishonorable.

  

  Business response

  02/15/2024

  After receiving this complaint, we pulled our inspection to review everything and see what could have been missed. Upon initial inspection of the Ram, the technician noted that the tires measured 6/32nds, which is well within the threshold of being safe. New tires typically measure out at 10/32 so 60% life remaining would be more than acceptable even pertaining any manufactures certified pre-owned vehicle programs. The reason we wanted the truck brought to us was because we knew it had passed our inspection and more than likely needed a minor repair, not 4 tires. From the sounds of what the customer is saying, the tire could have just been unmounted and resealed and it would have been fine. Being that the customer wouldn't bring the vehicle to our location, we will never know and now they are asking us to pay money towards new tires when more than likely the truck needed a $25 repair and would have been fine. Seeing that there isn't anything we can do about the past other than state the facts and our opinion, we will still reimburse the customer the amount they are asking as a gesture of goodwill. Our office should issue payment within 7 business days and we will mail it to the address we have on file.

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought used 2012 Jeep Liberty with 63,xxx miles Apiil 2022. Within a few weeks had issues w/ vehicle. Took to ******* CDJR they says needed motor. Called Wooster CDJR and had towed there and said only needed head gaskets. After market warranty, purchased from Wooster CDJR tried not paying and only paid part. Wooster took care of it. Now about a year later and ONLY 5,xxx miles driven vehicle broke down on turnpike and towed to ********* **** and was told needs engine. Again towed to Wooster CDJR need motor and Warranty company trying to find anyway to weasel out. However, Wooster CDJR sold this vehicle and I believe knew of issue. Warranty company wants motor tore down to failure (again trying to find a way to weasel out) and Wooster CDJR is telling me it will cost $2640 to do this and if warranty company denies claim that I will have to pay it. That's crazy. They know this is a legit claim, they know what they sold me and they SOLD me this warranty saying its great and will cover everything. I feel the warranty company is horrible and that's another complaint. But as far as Wooster CDJR I feel they should break it down for the warranty people without expecting me to cover it. They sold this car which I believe they were aware of issues and sold me a warranty from a company that tries to weasel out of honoring the warranty. I feel I have no one in my corner. I HAVE ONLY DRIVEN THE VEHICLE 5,XXX MILES! Wooster CDJR wants me to give permission to break down the motor and be on the hook if warranty company denies claim. Which the warranty company tried and partially did the first claim and are looking for anything to deny this claim. Wooster CDJR is not doing anything to help resolve this LEGITIMATE CLAIM with the warranty company. If they have faith in the vehicle they sold along with this warranty, and being a legit claim, why are they not handling this. I could be out $2640 and still have a vehicle that I would need to pay to repair for almost as much as it cost.

  

  Business response

  05/23/2023

  The customer has owned the vehicle for over a year. While his head gasket did have issues that we were able to get the warranty to fix, we are not the warranty company and while the issue the vehicle is having looks like it should be a covered item, ultimately it would be the extended warranty companies call whether or not it is covered. We are willing to tear the engine down so the warranty company can determine the point of failure however if the warranty company denies the claim, the customer would be responsible for re-assembly or they can take the vehicle with the motor torn down. If the warranty company covers the repair, the customer would only be responsible for their deductible. We can begin tear down of the motor as soon as Wednesday 5/24 if the customer approves of this compromise.

  Customer response

  05/24/2023

   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 spoken with GM ****** from Wooster and I accept the resolution they offered.
  

*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. ↩