ComplaintsforPueblo Dodge Chrysler Jeep Ram

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have contacted Dodge service to get my vehicle in for service of a Check engine light and how my vehicle is performing.. they stated they are unable to service my vehicle until October 16, 2023. I said I can not wait this is my only vehicle, they said they don't have the staff to get me in sooner. I then took my vehicle to a private mechanic to diagnose and he stated the issue should be under warranty and needs to get in asap. Dodge dealer has no openings. I called the corporate office they are also worthless told me to tow my vehicle to the next dealership I said I don't have the money to do so and there is only 1 dealership in Pueblo that is a Dodge dealer. Nothing resolved. I have had problems prior to this Dodge dealer

  Business response

  09/25/2023

  In response to ************************** complaint. Like most Dodge Chrysler Jeep Ram dealerships, We stay very busy and unfortunately our lead time to schedule an appointment is out almost 30 days. We always try to help with options when a customer is having an unexpected issue, and it is no different with ************************** situation. We offered to have her drop the vehicle off this week and leave it with us to try and work it in. We offered to rent her a vehicle and of course none of this is good enough. She is out of any factory warranty that would cover the repairs and I let her know that she has the option to take it in to someone else if she could get help sooner than what we can offer. We do not perform regular maintenance service on ************************** vehicle. In fact, the last time we have seen the vehicle here at our dealership was ******* of 2022. 

  I called ********************** this morning, again trying to see if we could help by going over the options we could offer to her. Her opinion is that we should drop everything else that we are in the middle of and get her vehicle in right away or give her a loaner to use until we are able to work on her vehicle. She also feels that we should take care of the repairs under warranty, even though she is out of the factory warranty parameters, and she chose not to purchase an extended warranty to cover herself for situations like what she is going through now.

  Please feel free to contact me direct with any other questions. 

  Thank you, 

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

  Service and Parts Director, Pueblo Dodge Chrysler, Jeep and Ram

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

   

  Customer response

  09/25/2023

   
  Complaint: 20643596
  
  I am rejecting this response because:
  The manager of Dodge only called me 1 time and did not offer to bring my vehicle this week he stated that could an option of me dropping off my vehicle to sit there in hopes they are able to get my vehicle in, of course I'm not accepting this response I have been trying to get my vehicle in since I had in the high ****** miles but the issue is that the check engine light would go off and on which I tried to explain to the manager and all he kept saying is now I'm past my warranty. This dealership has awful customer service I also stated that to the manager **** and the lady ****** regarding who I spoke with first. The dealership has stated that if the check engine light is NOT ON then they can't diagnose the issue! The manager **** told since I have issues there I can go somewhere else. **** did say I am able to rent a car from then, I said oh wow the car wouldn't be covered for you to keep my vehicle in hopes you can check it out but only if the engine light is ON. So I told ************* is no help and I just can't believe this, maybe I need to call the manufacturer of my vehicle and I hung up.
  Sincerely,
  
  *****************************

  Business response

  09/26/2023

  In response to ************************* rejection, 
  I really do not know what more we can offer to try and help this customer at this point than what we already have. In her response there are several statements that are untrue. As I stated in the prior response, when I reached out and spoke with ********************** on Monday 9/25/23, I did offer the option for her to bring the vehicle in and drop it off this week, and told her we would do our best to try and work it in somewhere and get the concern diagnosed. I also gave her the option of renting a vehicle from us if she needed alternate transportation as the vehicle has no factory warranty coverage left, and she has no service contract that would help her with a rental. She states that she has been trying to get the vehicle in to us since she had ****** miles on it, but we do not find any evidence as this being the case, and it really has no relevance. She has only called us one time recently to try and schedule an appointment, and when she found out that our scheduling was as far out as it is, she declined making an appointment, and decided to file a complaint instead which makes no sense. Her basic warranty that would have covered any repairs needed expired at ****** miles. *** only reason I reiterated that the vehicle was out of any warranty coverage is so that since none of the options we could offer to her were acceptable, that she understood that she didn't have to go to a Dealer to have the vehicle repaired. Again, not to deny her service, but to try and help. 

  If the customer would like to accept one of the options that we have to offer, we would be glad to diagnose and repair the vehicle. 

  Please feel free to contact me direct at ************ if there are any further questions. 

  Thank you.

  Customer response

  09/26/2023

   
  Complaint: 20643596
  
  I am rejecting this response because:

  Wow that is just crazy, I have called and asked the soonest appointments were before and said I would call back to schedule then my check engine went off so there was no need to make an appointment. Untrue, not on my part, I have NO reason to lie! Mr **** did offer that if I dropped my vehicle off then they can try and fit me in but he never said this week he said that's an option and I said why so it could just sit there, and then just like last time I took my vehicle to you guys no one even checked my vehicle or knew what was going on with my vehicle this more serious. And what is this about ****** miles? My vehicle has ****** engine, drive **** etc.. coverage. How crazy I swear this dealership is the worse! So the options are..

  1. Drop off my vehicle in hopes they can check it out

     To diagnose my car, which i have already had done at Autozone.

  Wait do they have a special machine that this dealership only carries to diagnose my vehicle? Because I already see what the issues are from what the report at Auto Zone said..

  2. Pay an extremely high price to rent a car from them

  I just don't understand how Mr **** thinks is being of any assistance to me? I don't understand why he wouldn't honor my warranty for over some mileage, especially because the issue has been going on for a little while,  check there's NO lights on such as check engine they can assist.

  
  Sincerely,
  
  *****************************

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 8: my daughter/I purchased a car from Pueblo Dodge.It is a 2013 ******* Sonata/great shape/Low mileage/$12,995.They reassured us it passed all the tests through the services center. Upon purchase, we were made to get an extended warranty; as said on used cars, by law, we have to buy this service contract and warranty. The first payment due on 8/26/23/plates were due on 9/8/23. On 8/26, we were driving the car down the highway, and it just quit accelerating. By the time it was off the road, it completely shut down. When we called the service center where Pueblo Dodge made us get the warranty, we were told they would not/could not even look at the car until 9/26/23. After complaining to Dodge and the ******* center, the car was towed days later. We had to pay for the tow to get the car home and then to the service center. No one called us for two weeks.We reached out to the salesman, head of finance, and the owner, ***********, and no one would talk to us about what to do.We were told: you bought the car. Then we told them we would get a lawyer if necessary. The finance person and the salesman said that because we said the word lawyer, they could no longer speak to us.We would/could only talk to ************** phone calls were not returned. 2 weeks at the service center, Pueblo ******* called/let ** know the computer needed some updates. Pueblo Dodge had to know that when they ran a diagnostic if they ran one before they sold the car. Today, ****, head of the Pueblo Dodge service center, stated he knew the car needed updates, but only ******* could do that. They also knew there was a recall on the engine before they sold the car. **** also stated that the problem could be a head gasket, but they are still unsure. To top things off, the dealership told us we are stuck with this 14,000-dollar loan. Tried to put us into a more expensive car and told us if we put more down, the payments would be the same. We are still out of a car.

  Business response

  09/22/2023

  Please see the attached full response and ******* customer satisfaction service campaign (TSB). This customer was offered both a free repair and a trade allowance exceeding the original sales price out of goodwill and refused both and instead demanded an upgrade. A simple return and refund is not possible due to the title already having been transferred. We lack the authority to accept return of the vehicle due to the lienholder's outstanding interest in the vehicle and can only facilitate a trade if she no longer wants the vehicle.

  Customer response

  09/25/2023

   
  Complaint: 20634024
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer response

  09/26/2023

  I have attached my response I am not sure what is wrong.

  Business response

  09/27/2023

  The vehicle was in good working order at the time of delivery and as the customer states showed no symptoms of having an issue until 6 weeks and nearly **** miles later. The vehicle showed no indications of future problems but unfortunately most issues do not present themselves in advance and is why we encourage customers to buy service contracts. The CarFax for this unit did not reflect this recallbecause it was not a recall, it is a ***************** Bulletin that was only published to ******* dealers to perform the next time a vehicle is seen in their service department. We assume the customer is confusing conversations that she had with the ******* dealership after her vehicle was brought over there as ******* updates are not available to us. On September 1 it was clearly stated that the follow up would be from ******* from that point forward, not because we were declining to repair her vehicle, but because the ******* dealership had advised us that the repair was under ******* factory warranty and must be performed by them. We did not reach out after that conversation as we believed that she was being taken care of by the other dealership. It appears that the other dealerships communication was lacking but unfortunately that is not in our control. We understand the customers frustration with having issues with a recently purchased vehicle and have made the offers we made out of sympathy for her situation. Both by offering the customer repair at no cost after we were notified that there was additional damage that would not be covered under their warranty, and by offering the customer a trade allowance that exceeded the original purchase price. The customer may pick out any vehicle she wishes to purchase through trade-in, but needs to understand that the resulting payment will be a result of a combination of the cost of that replacement as well as the terms a lender offers for the loan. None of the rest of her demands are possible or within our control.

  Customer response

  09/28/2023

   
  Complaint: 20634024
  
  I am rejecting this response because: 1:  I did not confuse conversations.  Two weeks after the car was towed on 8/28, the service center made us aware that car needed updates and may have a blown engine. 2.  It was ****, on the day of the BBB filing, told both ****** and I, that they knew the car needed updates but they did not have the capacity to update the car-only *************** could do that.  The fact remains that they knew the car needed updates.  They also knew of potential issues and entrapped us into getting that car by giving themselves an insurance policy that if the car messes up, it would get fixed through the service contract. They told us it was by law that a car from 2013 HAD to have a service contract because of the age of the car.  2: I completely understood that Dodge is not going to find a car near/same price as the one they sold us because they should not have sold that car for that price in the first place. I am completely aware that if we trade in for another car at a higher price-we will have to pay the difference.  We only bought that car because that was her price range.  Like I said, at this point, we want our money back for lying to us about this sale/car.  We do not want another vehicle from an organization who ignored and refuse to discuss/resolve this issue until we filed a complaint.  As of today, we have not found a car in that price range.  We are at the point of not having a vehicle for 1 month.  We have no choice but to resolve: 1 either find a car for the same price.  We only seen 2 on their lot in the price range of last car. 2.  Give us a detailed report in writing what is wrong with vehicle and fix it free of charge.  3. Give us a refund
  
  Sincerely,
  
  *************************

  Business response

  09/29/2023

  We believe we have made an honest attempt to resolve this complaint and to repair the relationship with this customer. Since none of the possible outcomes are acceptable to her, we don't feel like this can be accomplished and have nothing further to add. 

  Customer response

  10/02/2023

   
  Complaint: 20634024
  
  I am rejecting this response because:  They have not offered us any options but to buy a car out of our price range.  What other options have they offered?  We have a car broke down in their lot, which we are making payments on and paying insurance.  Maybe they need to be clearer.  Or is trading in the car for morecost the the only option there is?  
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My visit to the Pueblo Dodge dealership at 10:30 am on July 25th, 2023, left me deeply dissatisfied and concerned. I noticed a significant dent running from the front of the van to the door handle on the passengers side as well as a deep scratch on the passenger mirror. This entire dent was completely absent before I brought my vehicle to Pueblo Dodge. The drivers side mirror is Broken and was noticed first. I suspect that the damage occurred inadvertently during the servicing process. Moreover, upon inspecting my van after the appointment, I discovered an unauthorized GPS Geotab tracker lying near the brake on the floor. Pueblo Dodge did not inform me about this device before or after the service. I contacted **************, who conducted a pre-vehicle purchase inspection when I bought the van, and they confirmed that they did not find any device plugged in or lying on the floor at the time of inspection. The appearance of this tracking device after my visit to Pueblo Dodge raises serious concerns about the dealership's practices and lack of transparency. Dealerships commonly document the vehicle's condition before and after service through video footage or detailed written reports to establish how and when the damage occurred.I have a pre-purchase report of my van, which clearly shows BOTH undamaged mirrors and side door/front panel. I expect the dealership to take full responsibility for the damage caused to my van during the service and provide suitable compensation for the inconvenience and distress caused. These unexpected hassles are burdensome and unacceptable. A prompt and fair resolution to this matter would go a long way in restoring my confidence in the dealership's commitment to "above & Beyond" customer satisfaction. I look forward to receiving a favorable resolution to this unfortunate situation. I am more certain that this damage occurred during my visit to Pueblo Dodge, and I urge the dealership to address this matter urgently. I have timestamps.

  Business response

  08/13/2023

  Please see attached letter disputing the allocations complained about by **************** along with several emails that she sent.

  Thank you

  Customer response

  08/16/2023

   
  Complaint: 20426247
  
  I am rejecting this response because:
  MOST OF MIKES WORDS ARE FABRICATED TO FIT HIS NARRATIVE.

  I would rather like to talk to the General Manager ***********************;OR Dealer Principal *********************************, INSTEAD OF *********
  I am highly dissatisfied with his demeanor, his responses and attitude towards me, and his fabrications, which is the whole reason i didn't even want to send him the photos of the gps tracker and damaged driver side mirror and went to the ** to begin with. I would have been happier to not even CC **** on this matter, but hopefully this will show his character and I hope that this will be taken into consideration as to whether he should even be employed by Pueblo Dodge or not. 

  I  attached his letter with my respnces in red/blue capst hat start with the date  and my responses. Each response has END as to know where my response ends.
  I have also contacted ***********************, head of ************* and customer Care Stellantis for additional help regarding this case.
  Regardless of where **** and his fabricated stories come from, I believe Pueblo Dodge should be considerate of me and my property that was damaged while in their care. 

  I understand my position as a woman, up against MEN where have little to no help stacked against me at this dealership, but I stand my ground. 

  Thank you,

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

  Business response

  08/21/2023

  Please see attached response.

  Customer response

  08/22/2023

   
  Complaint: 20426247
  
  I am rejecting this r***onse because:
  Complaint: 20426247
  I am rejecting this r***onse because: my vehicle was damaged while in your care. Observe the photos PRE-WASH with timestamps and mileage. You can see the damages. They were not there. Both the drivers side mirror and the passenger side damage is the most important and I want it investigated and taken care of *** because i reported it immediately upon observation. I have tried and have been trying to get ahold of you, I have talked to ********************** and ******, and the Tech. You all have given me the run around and not the "above and beyond" customer care you claim. I lived in ******* 10 years. This and my ****** that I take to your other dealership are important to me. I am a person of my word. I know that the damages were done there in the care of Pueblo Dodge. Please investigate with ***********, that I know this was done there.  I implore you to give me justice. at least take into consideration i sent the photos directly to you, immediately. I dont know your protocol. I just know I was trying to get in touch with you because i would think that you care about your customers to a higher extent than ****, or ****** for instance. Would you look into my mirror, and look into the damages, I know that there must be paint scraped into a surface there. That tech knows something. Give him incentive to talk to you, without fear. Why protect him and not your clients? Sincerely,***** Refior 
  
  See attached letter to reference photos and my r***onse letter. Thanks.
  
  Sincerely,
  
  ***********************

  Business response

  08/23/2023

  After viewing the customers response dated 8/22/23 where the customer now includes pictures of damage that clearly isnt present in the prior photos, we must advise the BBB that we will not engage any further regarding this complaint. In each response and phone call to the dealership she has added additional damage claims on each occasion and the photos are clearly inconsistent with her prior photos.
  
  We consider the matter closed.

  Customer response

  08/24/2023

   
  Complaint: 20426247
  
  I am rejecting this response because:

  Since you dont want to repair the passenger side of the **** ******* I noticed it a week later at least take responsibility for the broken mirror that was caused at your dealership. Since that seems to be your major problem with my complaint. 
  Sincerely,
  
  ***********************

• Initial Complaint

  04/25/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought a vehicle back in November and they are sending repeated mail, phone call and emails that they make appear as a late **** i owe to encourage me to buy something.

  Business response

  05/04/2022

  *********,

  Thank you for bringing this to out attention. I did look into your situation and those letters and emails you are receiving are actually coming from a 3rd party and not from Pueblo Dodge. Warranty companies will send those out to you once you purchase a vehicle trying to get you to purchase an additional warranty. I apologize that you are receiving this letters and wish I had a way to get you off the list. If you have any other questions, feel free to contact me.

   

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

  Customer Relations Manager

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

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

  Customer response

  05/05/2022

   
  Complaint: 17098507
  
  I am rejecting this response because:

   

  i am still receiving calls emails and mail to my house. Up to 3-4 calls a day. When they stop, i will accept the response i receive from the company but they are still labeling it as coming from Pueblo dodge jeep ram chrysler.
  
  Sincerely,
  
  *************************

• Initial Complaint

  12/21/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  06/2021 my a/c in my van was not working properly 09/30/2021 same issues 1019/2021 same issues 11/2021 same issues this time I pulled the mechanic to listen to the sound and to show him no heat or A/C .

  Business response

  01/03/2022

  Good Afternoon,

  We have been in contact with *********************** and are working hard to correct her concerns.

  The concern has been hard to diagnose due to the issue being sporadic and intermittent. We have looked at the vehicle 3 times prior, and 2 of the visits we were unable to reproduce the concern.

  The third time, we were fortunate enough to catch the condition when it was occurring, and traced it out to a faulty wiring connector. We repaired the issue, and everything worked as it should when we returned the vehicle to the customer.

  This worked for a little over a month and then the condition re-appeared. We had the vehicle back in on 12/27/21, and found that now the blower motor and resistor have failed. This pre-mature failure of these parts can be directly related to the wiring issue that was repaired the prior visit.

  We have ordered the parts needed, and expect to see them this week. As soon as they arrive, we will get *********************** scheduled to complete the repairs.

  Her vehicle is still under the manufacturers basic warranty, and *********************** has not been charged for any of the diagnostic attempts or repairs made.

  We understand the customers frustrations, and empathize with her having to bring the vehicle in multiple times. This is definitely not something that we did purposely.

   

  If you have any questions, or need more information, please feel free to contact me direct at the number listed below.

   

  Sincerely,

   ********************************

  Service and Parts Director

  Pueblo Dodge Chrysler Jeep Ram

  ************** Direct

   

   

  

*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. ↩