ComplaintsforCity Chrysler Dodge Jeep Ram Fiat of Brookfield

• Initial Complaint

  07/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Car was listed online for $11,100, showed up to dealership to purchase car for $11,100. They would not honor the listed price of the car. I drove over an hour to the dealership and wasted my time due to false advertising.

  

  Business response

  07/23/2024

  Hi it looks like this is a duplicate issue. Im working with ***** to resolve. He can call me back at ************ ask for ***. 

  

  Business response

  07/26/2024

  ************ tried calling and left a message. 

  Give me a call back so we can discuss. -*** Brasil ************

  Customer response

  07/30/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  

  Customer response

  08/01/2024

  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.
  
  I tried calling the buisness back with no response. Also wanted to add to the record that the car was listed at a reasonable price due to its condition being a car that was tracked and raced, scratched, chipped, and dented. Low mileage doesn't mean anything if the car was raced its entire life. The price was entirely reasonable at the listed price I saw. The market adjusted price would have only been reasonable if it was in perfect condition. I hadn't seen the scratches, rust, dents, and the fact that it was raced until after examining the car in person. I feel like i was ripped off and cheated when I agreed to the market adjusted price. I saw this car sell at auction for ****** which was the initial listed price that was entirely reasonable. There was no reason to increase the cost of the car to ****** and then ****** in the end with dealer fees and tax. After interest the car ended up being 19k which was ***** above the listed price of 11k. On top of that I lost over $200 by clocking out from work early to come to the dealership. The oil in the car was also topped off to an improper level almost twice the *** fill line. I am pretty disappointed in the way this car was sold to me and the complaint should probably stay up so other interested customers can know how this dealership conducts buisness. 
  
  Regards,
  
  *************************

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Attached are the emails and invoices for services.On 1-24-2024 I brought my jeep to City Dodge to have a clutch recall done. When I dropped the jeep off, I was told it would be done in a few hours, however I had to call at around 4pm to see if it was completed and I was told no not yet (your techs leave at 5pm). I finally received a call at 10 minutes to 5pm saying it was done. When I got there and was leaving, I could feel there was something weird but thought it may have been the new clutch.On 1-29-2024 when I was heading to work the jeep would not go and I was stuck on Hwy 94 for hours waiting for a tow and missing work. We had it towed home and I called City Dodge to have the jeep brought back in, which I had it towed there on 2-1-2024. My husband asked to have the recall clutch work looked at just to make sure there was nothing amiss but was treated like garbage for even asking by getting the comment of "there is nothing wrong with the clutch work". Your tech then proceeded to try to tell me and my husband that it was the throttle body. On 2-6-2024 my husband asked if the clutch work was looked at as there was nothing found in any diagnostic completed. He was told no, and I told him to pull my jeep out of the shop. On 4-1-2024 I had the jeep taken to another mechanic who actually did something. He tried a new throttle body which DID NOT fix the issues. He had another mechanic take a look and found it WAS an issue with the clutch work. The clutch was not synced correctly so it was reading that the clutch was in neutral.I am asking to be reimbursed for what I had to pay on the work done for recall work that should have been warrantied and the other costs I incurred for this inconvenience. NO reason for the techs to not look at it. I have been patient and was advised to request the following-$554.09 for fixing the clutch, $300 in tows, $119.46 for rental car, $121.35 for Uhaul rental to remove from dealer because all our tows were used up.

  

  Business response

  06/05/2024

  Hi,
  Based on the information provided and our records we performed the clutch recall to manufacturer specs. We tested the work and found everything operating to standards.

  When the vehicle was brought back we recommended services that were declined. Any work then done from an aftermarket shop we cannot control.

  I'm more than happy to offer to look at the vehicle now and provide any work needed at a discounted employee rate.

  Please contact ******************* Service Manager directly if you would like to set up another visit. ************

   

  Thanks 

  Customer response

  06/06/2024

  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.
  
  The work was NOT completed correctly! It was determined by another shop that the job was not correct. I dont need to have it serviced as the work was CORRECTLY finished. I want the money spent to fix a recall that was not done correctly. 
  
  Regards,
  
  *****************************

  

  Business response

  06/07/2024

  What shop told you this?

  Have you reached out to Jeep directly to confirm? 

  Do you have any documentation to provide that the work was not done correctly?

  Feel free to reach out directly at ************ ************************* ******************;

  Thanks 

  Customer response

  06/07/2024

  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.

  all documents have been uploaded. 
  
  
  
  Regards,
  
  *****************************

  

  Business response

  06/07/2024

  I want to help resolve this and come to a resolution.

  Please call me with:

  What shop told you this?
  Have you reached out to Jeep directly to confirm? 
  Do you have any documentation to provide that the work was not done correctly?

  
  Feel free to reach out directly at ************ ************************* *** Brasil 

  
  Thanks 

  Customer response

  06/12/2024

  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.
  
  The documents are uploaded here to answer your questions. You will receive a call tomorrow 
  
  Regards,
  
  *****************************

  Customer response

  06/14/2024

  Attached are the documents 

  

  Business response

  06/17/2024

  Yes this is the recall we performed. 

  R/O shows proof of that. How else can we help? 

  Customer response

  06/18/2024

  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 .

  Read the rest of the claim. Wow!
  
  Regards,
  
  *****************************

  

  Business response

  06/24/2024

  At this time I cannot provide a refund as the recall was done to Jeep specs.

  Can you bring it in and we can look at any issues that you may be experience? 

  I will not charge you an estimate and offer discounted rates if any work does get done. 

  Customer response

  06/25/2024

  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.
  
  No, I cannot and will not bring my Jeep in as it was already fixed. The vehicle does not lie but your techs can. The recall work was not done properly as I had to have it REDONE by another mechanic and had to pay to have the clutch positioned correctly.
  
  Regards,
  
  *****************************

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a Certified used 2021 Jeep Wrangler on 4/26/24. Advertised price was $31,500. Upon final negotiation was informed the dealer had already put a ceramic paint sealer on vehicle and I had to pay an additional $2000 for this product that was already on the vehicle. In reality the price was $33,500 not the advertised price. This is deceptive marketing and false advertising. Dealership offered to knock off 500 bucks but will not honor any warranty on this sealer we were forced to pay for but did not want. In addition it was never disclosed to us prior to the sale that this vehicle only has 1 key fob. We followed up with the sales rep on 4/29/24 and was told they do not provide an additional key fob and we would have to purchase one on our own. If this would have been disclosed we would have negotiated an additional key or not purchased the vehicle. We asked the sales rep to assist us in resolving the key fob complaint but of course we have not heard back.I would like to report the deceptive sales practices and false advertising techniques being utilized by this business.

  

  Business response

  05/18/2024

  ***** I am very sorry to hear about your recent experience. 

  I will be reaching out today to rectify. 

  Customer response

  05/23/2024

  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.
  
  [Please type your response here.]
  The general manager called me on Saturday May 18. I do not agree with his explanation regarding the ceramic sealant that was put on the vehicle. His position is this is not false advertising and is a fee that is included in dealer fees. I disagree their advertised price of the vehicle that was posted on the card hanging from the rear view mirror did not include this extra 2000 dollar charge. In regards to my complaint on the key fob the manager agreed to provide us with a key fob at no charge but stated he would check if it was in stock or when we could come in to pick up. He informed me he would contact us on Monday. It is now Thursday and we have received no further communication from the dealership.

  I will close my complaint as soon as I have the key fob as there is nothing the dealer will do about the false advertising on the sealant.
  Regards,
  
  ***********************

  

  Business response

  05/23/2024

  Sorry for the lack of communication from *****.

  I have got with him on this already and will have him reach out with your key's status today. The key was ordered just waiting for delivery to get it programmed and to you.

  Thank you for your patience. 

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my jeep in for service appointment Monday 9/25 because my car was leaking antifreeze for one week prior to the soonest date they could get me in which was 9/25. They did not provide a loaner vehicle as they claimed they did not have any to give. I was without transportation for an entire day. After they diagnosed my car, they determined that the water pump was broken which was causing the antifreeze leak and was also advised that this repair will be covered by my extended warranty plan. In addition they advised that because they had to hook up my car to ears for diagnosis, that I have to pay for the diagnostic fee for $140.00. If the repair is covered by warranty, then the diagnostic should be as well. I would like to pick up my car tomorrow but refuse to pay the 140 dollar fee for work covered by warranty. Diagnostic is not supposed to be charged if an issue is found that is covered under warranty. I am seeking for the dealership to dismiss this fee. This is absolutely ridiculous. This dealership I understand has changed to new ownership now called dodge city and has a horrible service department with obvious inexperienced, in training young staff. They also would not let me speak to the service manager to discuss. Looking for BBB help to resolve.

  

  Business response

  10/26/2023

  Hi *****,

  It sounds like there may have been miscommunication and misunderstanding. Your attached bill shows that there is NOT a diagnosis fee. It's standard procedure to always complete a diagnosis of a vehicle issue before we can submit anything to a warranty company for coverage. When the issue is found through our diagnosis process and the customer moves forward with the repair, the diagnosis fee is rolled into the repair. The balance due on your bill was from line C - the thermostat you agreed to replace because of the bad seal/gasket (that was not covered by your extended warranty) that was contributing to the antifreeze leak. Notes are also disclosed between line B and C on the repair order. Directly under line C we gave you a discount on both parts and labor for your portion of the bill that you were responsible for. Again, there was not a diagnostic fee charged anywhere on your final bill. If you wish to discuss further, please contact me directly at ************. Thank you!

  Customer response

  10/27/2023

  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 

  I reject this response as the balance should have been zero! Whatever was damaged from the antifreeze leak should be covered as the root cause was the antifreeze leak which was covered under warranty. I am expecting a 100% refund of what I paid for a covered warranty issue.  The service associate attempted to wheel and deal with us on the thermostat as if we were negotiating a vehicle purchase, which is ridiculous. This also implies the dealership did not write up the warranty repair thoroughly for coverage approval and placed the cost on me as a customer.  If you can discount a part because of your poor warranty handling, then you can certainly reduce the cost to zero dollars. I have always been a customer at this location. Prior to ownership change, I have never ever been presented with a balance due for warranty work. My expectation is that the monies I paid be refunded to me.  
  
  Regards,
  
  *****************************

  

  Business response

  10/30/2023

  Hi *****,

  I understand your frustration, but the thermostat that was faulty is covered under manufacture warranty but ONLY for 3 years/36,000 miles. You exceed that warranty coverage by over ****** miles on your Grand Cherokee. That's why the thermostat was denied coverage by the manufacture and was charged to you. Not only are you responsible for the charges of the parts and labor for the thermostat, but we also heavily discounted your bill. I truly understand your frustration, but we will not be issuing a refund for your portion of the bill that you are indeed responsible for. If you have any further concerns about the coverage of your manufacture warranties, I would be happy to discuss or to set you up with someone who can assist you in purchasing an extended warranty.

  Best,

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

  Customer response

  10/30/2023

  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 

  My warranty work was an extended warranty that I purchased from this dealership prior to new ownership, in which the radiator leak was covered, in which the thermostat should have been as well.  You keep mentioning manufacturers warranty, and this dispute is NOT regarding manufacturer warranty.  Your service advisor found the leak of the radiator and also advised that due to the leak ( which was covered under extended warranty plan) that the thermostat was damaged too.  Therefore the thermostat should also have been submitted with the radiator leak for 100% coverage.  It is not the consumers  responsibility to know how to write a warranty claim.  I expect 100% refund due to the fault of  unprofessional, inexperienced service advisors and warranty claim handler of your dealership.  

  
  Regards,
  
  *****************************

• Initial Complaint

  03/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Anyone looking at buying a vehicle from this dealership please LOOK SOMEWHERE ELSE!!!!! Brought my truck in to get fixed and the service lady (the rudest person I have ever dealt with) told me I had a leak in my back window which caused all my problems which why the truck was there being fixed.(RTH fob shorted out from water damage) I asked to keep it inside and she said she would keep the truck inside, so no snow/water would melt and leak into the cab causing the same problem I just paid to get fixed, I came to pick up my truck that was OUTSIDE and they even sent it through there CAR WASH when they knew the window leaked. I asked the ** if there was anything he could do and all he said was he couldn't warrant anything that they did. This place is full of a bunch of crooks that have no business in sales. STAY AWAY FROM THIS DEALERSHIP!!!!! PS. the extended warranty they sold me for 5k wouldn't cover the last 4 repairs!! They have an excuse for everything!!!

  

  Business response

  06/13/2023

  Hello,

  We are sincerly sorry that you had a less than great experience with us - we hear you and understand your frustrations. We are going through training some of our newer hires in the service department. We pride ourselves at City on having great customer experience expectations. We hope that you will give ** another chance to prove that to you in the future!

• Initial Complaint

  01/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my 2016 Ram **** Rebel into City Dodge on January 4th 2023, because it was having issues with the factory air ride suspension. This will be the second time the truck has been into the dealership for this issue. I bought the truck used with roughly ****** miles on it around June 2021. The truck is under an extended warranty that I had purchased with my financing. The dealership has now had my truck as of 1/20/23 for 16 days and still isn't fixed. I was told numerous times that they the dealership is awaiting approval from the warranty company Fidelity car warranty. I contacted Fidelity at 2:14pm on 1/20/23 and the person that I spoke with informed me that City Dodge has not contacted them or filed any type of work order or claim. The last time that Fidelity was contacted about my vehicle was on 5/31/22, the last time and roughly ****** miles ago my truck was in for suspension problems. So, now I was told from the dealership they don't know what is wrong with the truck. But they recommend that I replace my factory air ride suspension to a normal truck shocks and spring suspension on my dime. They don't have a clue what's wrong and are looking for an easier fix on my dime. I bought the truck set up a certain way from them because that is what i wanted or i would have bought something different. I am just getting the run around with no answers and a bunch of lies and no return phone calls. I am the one that has been calling the dealership asking how the progress is on my truck. I paid almost $40,000 for a used truck with an extended warranty for a reason. I just want the work completed and replaced the correct way. The way the truck was manufactured and what I am financing. Right now my truck poses a safety hazard and potential liability if I were to get into an accident. The truck is unsafe for the road and they want to return it unfixed. I have filed a complaint with *****************, The National Highway and ************* and Chrysler Financial.

  

  Business response

  02/28/2023

  Hello,

  First and foremost we would like to apologize for the service you experienced with us. At the time you brought your vehicle in we were in a crisis of staffing issues and we were not able to service your vehicle to your standards or to our own. We don't want to make excuses, but rather say 'sorry' on behalf of the entire store. We hope that we will be able to help you with your future needs and show you what a true City experience is!

*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. ↩