ComplaintsforElm Grove Dodge Chrysler Jeep Inc

• Initial Complaint

  12/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  9-19-22, we dropped our truck off to elm grove dodge due to the transmission not performing correctly. They discovered the truck needed a new transmission and let us know it would take some time to get the new transmission in. As of 12-19-22, it’ll be FOUR MONTHS that our truck has been in their shop because they are unable to get the transmission and have no estimated time of arrival. We were told to contact their customer service and in doing so they agreed to expedite the transmission when it becomes available. Due to the extensive amount of time, it has started to cause us a financial hardship and make it harder for my husband to get to and from to work. I requested a loaner vehicle, but we do not have an extended warranty so we would be responsible for paying $35 a day which totals up to roughly $1,000 a month. I tried to reason with them and they offered us a special rate of $100 a week. The woman I spoke with told us “it’s a 2017 truck with no extended warranty so there’s nothing we can do, but feel free to contact the warranty company and purchase the extended warranty if you want”. In my opinion, due to them not being able to fix our truck in a timely manner, causing a financial hardship for us, and having no estimated date of arrival for the transmission, that they should be responsible for providing us a loaner vehicle free of charge. We’ve been patient with them due to the “parts crisis” but now it’s starting to impact our family negatively. I hope you’re able to help us figure out a fitting solution.

  Business response

  12/14/2022

  In response to customer complaint ID #********* ******** ********)
  
  Unfortunately, due to Supply chain issues and back ordered parts we have not been able to acquire the needed parts to remedy Mrs* ********** vehicle from Dodge. We have performed every step available at the dealership level to expedite the arrival of these parts.
  
  As a dealership we understand the negative impact the current situation has on a working family, that is why we have extended a 60% discount on a rental vehicle for the customer.
  
  As of today, 12/13/2022 Dodge is still reporting the part being on back order with no “release date”. Mrs* ********** vehicle is and will continue to be a top priority in being remedied. As soon as the parts arrive, we will expedite her vehicle in the repair process.
  
  With the current situation being out of the hands of the dealership, ****** Automotive is not currently able to provide a “free” rental vehicle but the offer for the heavily discounted rate is still available.
  
  Sincerely,
  Rick Maine
  
  Service Director
  Straub Automotive
  

  
  

  Customer response

  12/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  They gave me the same exact response as before and I believe there is more they can do and are choosing not too. We’ve bought multiple cars through ****** dealerships and have never had this issue, even when we purchased a used car. Dodge customer service told me they cannot do a rental because it is a used truck even though dodge’s design failed and they are at fault.  They need to stand behind their product and do the right thing instead of arguing, pointing fingers, and not taking accountability. I understand there is a national part shortage, we’ve been patient and understanding but this is ridiculous. It’s time for the company to step up and fix this. I’m appalled that this is how they treat their customers after the vehicle is purchased. 
  
  Regards,
  
  ******* ********

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