ComplaintsforEarnhardt Chrysler Jeep Dodge Ram

• Initial Complaint

  08/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March of 2021 we had to replace the entire motor in our 2012 Jeep Wrangler JKU. The Svc Mgr *************************** told us the new motor would be a truly NEW one and that the warranty was 3 years/100,000 miles. JUST after the 3 year ***** we noticed random oil drips under the Jeep. As these vehicles are wont to do that, we kept an eye on it. Approx 3-4 weeks ago we noticed that there was a great deal of oil dripping from the Jeep (steady running & dripping). We immediately stopped driving the Jeep and kept it garaged for a month until we could take it in. On Aug 12, 2024 the Svc ************** looked at it and told us that the oil was leaking THROUGH the metal of the engine. NOT through a crack or hole but through porous metal! The mechanic stated he has seen this before and we were also told then that the engine was NOT new but a rebuilt one! They told us that they, the dealership, would not warranty the issue but strongly urged us to call ******************** ************ who handles the Chrysler Warranty claims. ********** told us that according to them the warranty was only 2 years. We argued that we were promised a new engine and that the warranty was 3 years but regardless of that, the motor they supplied was defective from the very beginning and that the warranty point was moot. Both the dealership and Stellantis have refused to accept any responsibility for supplying us a defective used product. They told us a new motor would be $16,000 (double the price from before). We feel both organizations are operating in a very unethical manner and that they have defrauded us. We feel that they should operate honorably and replace our motor at no charge to us. Thank you

  Business response

  09/06/2024

  CDJR sympathizes with Mr. ***** frustration given the proximity of the issues to the warranty expiration.However, as CDJR explained to him, the warranty was expired by 4 months, and,as a dealership, CDJR is bound by the warranty terms and has no authority to unilaterally make a coverage determination.  CDJR further attempted to assist ************ by suggesting he request coverage and/or goodwill assistance in this matter from ************************* however, they declined following their review.  As such, while CDJR regrets that ************ did not received his desired outcome, we are happy to assist him with any future needs within the scope of our capabilities.

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Its easy to understand why Earnhardt Chrysler, Jeep, Dodge, Ram has an F rating from the Better Business Bureau.Last time I checked, Earnhardt still employs humans in its service department. Sometimes, humans make mistake; theres miscommunications and distractions and sometimes things just slip through the cracks. Thats apparently what happened with some of the repairs to my Jeep Cherokee. Nothing sinister, just simple human error. That being said, I do not feel obligated to pay for Earnhardts mistakes. Power steering fluid was not flushed and a critical bolt on the drag link was left loosened. These errors of omission were subsequently discovered during another servicing by a very reputable organization whose BBB rating is A+.I have requested that Earnhardt reimburse me for their charges for services not performed (power steering flush, $134.75) and the need to re-align the wheels as a result of the loosened drag link shifting the alignment ($139.95). It should be noted that the total charges for services provided was $2653.35 Earnhardt service management has denied that any mistakes were made by its mechanics and further denies any responsibility for the observed discrepancies.I would like to believe that if the founder was still alive, hed call bull on their whole service organization. Earnhardt service management needs to re-think their business practices.Im hoping that working through the BBB will inspire some sense of responsibility on the part of Earnhardt. However, with an F rating, my expectations are certainly diminished, and that aint no bull!

  Business response

  08/19/2024

  Earnhardt CDJR has issued Mr. **** a refund for the repairs and it is our understanding this has fully resolved the matter for him.

  Customer response

  08/22/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********
  
   
  

• Initial Complaint

  07/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transaction took place on July 27th 2024. I called Earnhardt Chrysler Dodge Jeep Ram at *********************************************. I talked to the service manager ******************* because my truck was serviced at location on July 13th I told them I had a bad starter and needed it replaced the service team there said that the started was fine and it was just a loose cable to the battery. I was charged 200 dollars for them to tighten the cable. Then a week later My truck broke down at work, I couldn't get it started and had to get a ride at 12am from my wife she had to work at 5am. I had to take the next day off of work and lost out on $330 . I called **** the service manager and let him know what happened explained this should have been fixed cause I told them the starter was bad and he apologized, I said I would like you to cover the tow to your location to get it fixed and I will pay for the starter. He said he would take care of me and get it towed there which made me have peace of mind he would be covering it. When they were finished I went to pick it up and they said that there service department wasn't going to cover the tow and was going to charge me full price even though I told him what I expected and he said he would take care of it. He tricked, lead me to believe I would be paying for just the starter and said that I was to blame for the starter missing bolts which I have never touched the starter or had anyone else touch it they are the only department that has worked on my truck they refused to give me my truck till I paid the full amount that I wasn't anticipating paying. They accused me of tampering with it and he told me he would do nothing further. I was lied to and then belittled and and accused of things I didnt do. I trusted the company to rectify their mistake in misdiagnosing and leaving me with a bad part I told them needed replacing which cost me a days work $330 plus the cost of fixing their mistake and the tow.

  Business response

  07/31/2024

  This matter has been resolved, and it is Earnhardt Chrysler Dodge Jeep Rams understanding that the customer has requested the removal of the complaint.

• Initial Complaint

  06/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  On 6/25/2023Had my Jeep 2015 Renegade towed Earnhardt Chrysler Dodge Jeep Ram- 1521 E Drivers Way, Gilbert Az ***** as I wasunsure of issue, Earnhardt stated my Jeep had had two factory recalls. Received a text seeking approval for recommend services, received 2 text stating problem was the battery. Denied all recommended service via the text, only approved the battery. Show up to pick up my Jeep and they did all the recommended repairs and the battery. When said I did not approve the service manager ******************* said I did, they had print out of my approval, yet I clearly did not via the text app screen shots taken. Per the service Manger ******************* they can't release car without payment, regardless of fact I have screen shots of the text I approved and denied. Service manager ****************** he was helping the service adviser and sent it, and I approved. End result I was charged for work I did not need totaling $1,413.27. I had no option but to pay as I could not get my key back until paying for the unauthorized fees as well as what I truly owed.

  Business response

  07/08/2024

  Our records show that the maintenance work was authorized through our digital app, and we strive to maintain transparency by tracking all authorizations with a digital footprint.This ensures that recommendations, pricing, and the timing of authorizations are clearly documented for both our customers and our team.
  While we understand you decided to decline the maintenance at a later point, the work was already completed by the time of your change of decision. Additionally, the pictures provided show that there was an already submitted owner care tab, along with the individual tasks clearly listed. This further confirms that the authorization was given,and we proceeded based on this information. This is why the authorization feature is in place, to help streamline the process and avoid any misunderstandings.

  Customer response

  07/08/2024

  I did not give auth for this service. I disagree with the this completely. The only verification I have is from the text the company sent. If they are implying I approved they are incorrect as I do not have access to their text system, only what was sent to me. They NEVER gave my approval to do any other work except replace the battery and charge me $200 for my Jeep to be checked. I never gave authorization for the additional work,NEVER! 

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a 2021 Ram 1500 from this dealership in Nov 2021. It has about ****** miles on it and is still under warranty. On 05/14/2024 I parked a a local ******* and when I came back out the battery was completely dead. Their auto service **** checked my battery with an analyzer and determined that it was completely dead and had to be replaced. As the dealership is ***************************************************************************************************************** traffic so I elected to have ******* replace it. As soon as I restarted the truck every warning light on the dash lit up. I called the dealership and they told me it probably just needed to have the system reset which was a simple matter and could be done quickly. She noted that the truck was still under warranty. I drove it to the dealership immediately and was told there was a $200 dollar diagnostic fee if its determined the problem isnt under warranty. I agreed as I knew the trucks warranty was still in effect. After they checked it out they told me that the new trucks and cars have to have the entire system completely recalibrated anytime the battery goes dead, is disconnected or replaced and that it would have to be done even if THEY replaced the battery. They stated that was a vehicle design issue. They claimed that had I not replaced the battery yet, the recalibration or diagnostic cost would be covered by the batterys warranty but since I had already replaced it I would have to pay the fee to get it recalibrated. Since the dealership stated that the problem lies with a design issue of the vehicle not the battery, the fees should be covered by the vehicles factory warranty and not dependent on the batterys warranty. They required that I pay the $200 fee.

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I wrote a review in regards to this dealership that was glowing in regards to the sales staff, however the treatment I received at the service department is horrible and worthy of a complaint I brought my Jeep (purchased December 2021) brought the truck in Mid November 2023) in for a wobble while I was driving, turns out the tires that were on my jeep were for 4 wheeling, not city highway driving. I bought and paid for 4 new tires that were more appropriate for the area. I bought an extended warranty program from them, thinking I would get excellent service there. I asked if they could do the deep clean on the vehicle (part of the purchase), and they said yes.I also needed a blinker light fixed. I waited a week for everything to be done and the night before Thanksgiving (11/22/2023) I went to pick it up. When I went to get in the vehicle a huge straight up and down crack was there (picture attached) I asked ***** about it, as it wasn't there when I dropped it off. She said "We take pictures" Ok, so that still wasn't there when I dropped it off. She said it likely happened in the cleaning due to the super hot water, and it likely had a chip in the windshield (which by the way was just replaced and paid for 4 months earlier) No warning at the time that it could happen and if I still wished to have it cleaned. So free service to ensure you would have to buy another windshield. She informed me that she ordered the part, and it would be in after a few weeks. She called once to let me know it wasn't in. I asked about the windshield issue (again same response). At the end of December I wrote a review of the service that Earnhardt sent me to fill out. I did say I was upset about the situation. I got a threatening phone call from ***** that I needed to call her back right away due to my review. Since I was feeling threatened- I didn't call her back. The very next day my check engine light came on. I found it scary that they would put a check engine light on due to a review. I took it to an autozone and they informed me it was some buildup in the engine and I bought a product to clean it. To my surprise the light went off the very next day after I bought that product, which I never put in. Coincident? I had my husband reach out to her supervisor to try to get the issue resolved, and ********************* did call him back once, but he missed it. I called **** and he informed me again "they had pictures of the vehicle" he also said that the check engine light wasn't something they can just turn on (don't believe him- he is rude and a proven liar. I asked him to check the pictures and he informed me he would and it would be a week or so before he would have them. Now it is Mid February and he never called me or emailed me in regards to the picture. I knew there was nothing because the windshield was new. I reached out to *************************** and she was kind and wanted to solve the issue before I would write a review. That is when **** did email me the pic of the windshield. Nothing in that picture proved that I had any problems with the windshield (picture attached-yes the windshield is dirty, but no dings) He then said that they had the light fixture in, that there was also a recall on the vehicle (never received any notification of a recall) and they would fix it all only if I prepaid, insulting me. Again they could have warned me about the possibility of a windshield crack due to the scorching hot water that is used. ******** said that she could do nothing further, but would reach out to the *** Again nothing. I promised i would write a review about the horrific service I received- so here it is.They have no intention of honoring all their service guarantees.They like to send out a "how was your service" questionnaire" so that if its bad, they don't post it, but if it is good they can post it.

• Initial Complaint

  02/07/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Purchased a vehicle at Earnhardt Dodge with ************* and Service Warranted on 03-14-2022 had an accident in which *************** paid out the claim in a total lost.I spoke with Earnhardt ************* agent ********, in which 2 refunds were given to the consumer, one for 600 and 961. Both have not been received. all my communication has stated that refund is owed and all we get is a run around by Earnhardt.we received a refund of 406 from *** recently remaining balance owed 194.we also haven't received the refund should be the insurance deductible of 500.each email states the refund, as well as the communication. Total amount owed 1594.

  Business response

  02/14/2024

  EGD has assisted the Garrisons regarding the cancellation of their GAP warranty in every way it can.  The warranty contract is not with EGD, nor does EGD administer the warranty or make coverage decisions.  EGD promptly processed the Garrisons request for a warranty cancellation, and promptly provided them the prorated $406 refund check upon its receipt from the warranty company.  Finally, although EGD has no actual knowledge of any $960 refund allegedly authorized by the warranty company, it is possible this amount was paid to the Garrisons lender, Chrysler Capital, as part of the claim the previously made.  The Garrisons must contact Chrysler Capital or the warranty company, ********** for that information.

  Customer response

  02/19/2024

  I, ***************************** have tried several times to contact Chrysler capitol,  and they have told me several times that the service  warranty refund has went to the lender. And they have put all the responsibility on the lender. The *** provider, easycare *** insurance can see that there were 2 checks issued, one for 600 and another for the 961. The 600 was the *** insurance and the other was supposed to be 961 for the service warranty. Also on the website of easycare *** coverage,  it clearly states on their website that *** will reimburse you for your deductible. I paid 500 upfront for the insurance to to start moving along, and I have not been reimbursed. And the 406 that I got from the *** should have been 600, and I got a check for 406, which wasn't even the full amount I was supposed to get. I paid 500 for the deductible, and got 406. And the check for this service warranty,  no one wants to pay it out. Lender or dealership.  Both parties are pointing to the other party, and it's been so long now. I would like to figure this out soon. 

  Thank you for your time and consideration. 

  **************************;

• Initial Complaint

  02/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased my **** ram diesel in 11/23. Ive had several notifications about the health status of my vehicle and the dealership I purchased it from never returns my calls. I have left several messages spoke to several people who only take and relay messages and I get laughed at when I ask to speak to the ** apparently no one speaks to him my vehicle now does not run and no one has answers for me as to who and how this vehicle needs to get a dealership. This dealership has no understanding that as long as I am under warranty I am still their customer. It is their warranty and their responsibility to answer my questions and repair my vehicle. They made a lot of promises to me when I purchased the vehicle and they werent true. I at this point only want to speak to the general manager about his teams lack of professionalism and poor work ethics only focusing on the next sale.

  Business response

  02/09/2024

  Representatives of EGDs service department have been in contact with ********************** and working to resolve his concerns since learning of them.  It is our understanding that ********************** has been pleased with EGDs efforts and that he was willing to drop the instant complaint.  We encourage ********************** to contact us if he has any further questions or concerns and we will do all we can to assist.

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  brought the car to dealership after my auto shop diagnosed abnormal wear of the breaks. 8MM ON THE INTERIOR AND 2-3MM ON THE EXTERIOR. The dealership declaring that everything is normal and there is no issue they need to resolve or fix under warranty. **************** is even worst. suggested to take the car to a different dealership and pay yet AGAI $200 for their so call "diagnostic".Unreliable dealership, once they sell the car service is terrible. Will never buy a car there again.

  Business response

  01/29/2024

  Earnhardt Gilbert Dodge is aware of Ms. ********* concerns. We have inspected and reported to ******************** that the actual measurements are not as reported by her aftermarket repair facility. Per the measurements provided by our *************** technician and factory field engineer, Ms. ********* pads are wearing as per factory design. The factory warranty on brake pads are 12 months or ****** miles and ******************** is outside of that criteria. We are unable to offer warranty repairs at this time. We offered replacement at the customers expense and she has declined. 

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This involves Earnhardt Dodge (Jeep), we had brought my Jeep for a scheduled appointment that had been made by another business, **************. To try to simplify the whole situation. We start from there. My wife and I dropped off our Jeep on 11/13. The service manager *************************** was the one that I was told to look for. I explained my situation with how I was having issues with **************. He did not once notify me of what was going on. I had to call him every time and would only answer just my questions with extremely vague answers, I was told by ************** that the Jeep would be serviced for a check engine light for an evap purge flow that Big 3 had tried to fix several times. Big 3 originally had OEM parts on and those were broken during installation. He never informed me of the list of oil leaks that were supposed to be fixed by Earnhardt per agreement. Jeep sat there for three and half weeks for an evap purge flow and was told the part was on permeant back order. I guess the day that our Jeep came to be picked up he did not call myself or my wife. **** called ************** and allowed them to pick up our Jeep WITHOUT MY PERMISSION. I hadn't even been called explaining any of the repairs. I had told **** multiple times that I did not trust ************** at all. This is very concerning that a company has more say over a Jeep than the customer that pays for the Jeep. This is deeply concerning. I had no clue where my Jeep was and freaked out. I regret now not filing a police report. **** doesn't even see an issue with this at all. Please explain the policy regarding giving the key to a vehicle when he had been told several times not to and I needed to be notified first regarding our VEHICLE. I'm extremely upset over this. This situation has caused a huge inconvenience to myself and my family. We only have one vehicle. I'm unable to drive because I'm a disabled combat veteran confined to a wheelchair. Purchased Jeep on 8/17 been a nightmare since!

  Business response

  12/15/2023

  Earnhardt Chrysler Dodge Jeep RAM is aware of Mr. ****** concerns. Big 3 was the primary contact for this service order and set up the appointment to diagnose the check engine light and oil leak. All communication for financial approval was through ***** at Big 3.Big 3 authorized the repairs for the check engine light but declined the oil leak repair as they would complete that work themselves. ************** was communicated with on the direction of all the repairs. When the engine light repairs were complete, Big 3 needed to complete the oil leak repairs. The Jeep was released to Big 3 for the procedure. Earnhardt Chrysler Dodge Jeep RAM denies any wrongdoing in this matter.

*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. ↩