ComplaintsforVictory Chrysler Dodge Jeep and Ram

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  03/15/2023 Purchased 2019 Ford Eco Sport for with approx. 73000 miles for 20,000 which included Extended Warranty through AUL Sterling Extended Warranty. 03/21/2023 Possession taken at this time. Shop kept to replace windshield. 03/22/2023 Check engine light came on for coolant thermostat. I contacted shop they advised to bring in. 03/23/2023 I took car back to shop, they replaced coolant thermostat, bled and replaced coolant at that time. They had vehicle for approx. 29 days this visit d/t ordering incorrect part. 04/21/23 Picked up car. 07/21/23 Engine temp gauge/sensor light flashed 1x for 1-2 seconds indicating engine too hot. This happened twice. Senor light NEVER stayed. Check engine DID NOT come on. Nothing to indicate a problem other then the sensor light flashing twice for 1-2 second. 08/16/23 Car was taken to Laird Noller Shop in Topeka, KS after noticing oil on my garage floor. Technician determined it was internal coolant leak in the intergraded exhaust manifold. He advised engine needed replaced and he contacted AUL who declined coverage. After spoke with 2 separate certified Ford Mechanics who advised this was impossible and should be covered. I contacted Victory Auto spoke with Mike who advised there was nothing they could do. In August we reached out to Victory Ford again after speaking with 2 separate certified Ford Mechanics whom thought this should be a covered part. Spoke with Mike Mutray who requested the service report. Emailed service report, he too agreed that it was impossible to have a leak in the exhaust manifold that was not caused by internally lubricated part, which was the initial reason AUL denied coverage. He would need vehicle brought to their Garnett Shop. 08/26/2023 We hauled vehicle to Garnett Shop. Due to shop load and loss of staff vehicle sat for several months. After multiple calls We ere advised it would cost 1000 to tear motor apart to determine cause of leak. They did not guarantee coverage but indicated it should be covered part. We contacted Ford Motor Company November 14, 23, who agreed to cover a portion of the repair In November they started working on it. Again AUL declined coverage. Shop charged 1000.00 for tear down to determine if there was extended warranty coverage. Charges for labor and parts to replace with another used engine. Total with tax included was $6506.94 which included the 1000 to tear down for AUL to determine/decline coverage. Ford Paid $1899.74 and I pain remaining balance of $4607.20 Car was finished and I picked up December 29, 2023. Check engine light came on again 02/23/24 showing code read coolant temperature sensor was bad. I c contacted both shop who both advised to contact the other shop. Finally Victory of Ottawa advised to bring car to their shop evaluation. I have since cancelled the useless extended warranty on 11/20/2023 and a portion was returned to my original loan. I have all documents including receipts and service reports.

  Business response

  03/18/2024

  Thank you for bringing ******* ********* concerns to our attention.
  
  *** ******* purchased a used **** **** *** ***** with over 73,000 miles on or about March 15, 2023. She also purchased a 36-month service contract from AUL. The Dealership provided a limited warranty for the first 30 days or 1,000 miles for lubricated engine parts, transmission, transfer case, and drive systems with coverage for 50% of the cost of parts and labor.
  
  On August 26, 2023, after about 3,000 miles, the vehicle was brought in for leaking oil. There was approximately $6,500 in repairs needed. AUL declined all repairs. The Dealership was able to get the manufacturer, **** ***** Company, to cover approximately $1,900 of the repairs, but the customer paid for the rest.
  
  *** ********* complaints seem to be about the fact that AUL, a third-party service contractor provider is allegedly not honoring its obligations under the service contract Ms. Hoffman purchased at the time she purchased the Subject Vehicle. The Dealership has no control over AUL’s decisions as to what is and what is not covered under their service contract. There is no common ownership between the Dealership and AUL. Ms. Hoffman states that she has since cancelled the service contract and a prorated refund of what he paid for the service contract was refunded and applied against her loan as required by her loan agreement. We too are upset with AUL and are seeking a replacement service contract provider.
  
  
  Sincerely,
  
  Monika
  
  ****** ** ********* *****
  General Counsel
  Premier Automotive Management, LLC
  13040 I 10 Service Rd.
  New Orleans LA 70128
  Mobile ***** ********
  Fax ***** ********
  E-Mail:  ******************************* ****************************
  *Admitted to Practice in California, Texas, Michigan, Missouri, and Kansas and specially admitted to practice in Louisiana as In-House Counsel
  
  

  Customer response

  03/18/2024

  
  Complaint* ********
  
  I am rejecting this response because after having my car for months, I had to call multiple times for anything to be done. I was told from them that they can “almost promise” what needs to be done would be covered. When it wasn’t, the shop made no effort to help cover the costs of this repair, even though they were supposed to have fixed the coolant thermostat (the reason the engine needed replaced was because a cylinder head overheated). They are acknowledging that they sold a bad warranty, but still not offering to rectify this situation in any way. I had taken the car taken down to ottawa and ******* multiple times from Topeka because of the many issues with the car, which is over an hour each way.  It was a car not fit to be sold and has cost me a lot of money. 
  
  Sincerely,
  
  ******* *******

  Business response

  04/15/2024

  For the BBB response, I would provide the following:
  
  Thank you for bringing ******* ********* concerns to our attention.
  
  *** ******* purchased a used 2019 **** *** ***** with over 73,000 miles on or about March 15, 2023. She also purchased a 36-month service contract from AUL. The Dealership provided a limited warranty for the first 30 days or 1,000 miles for lubricated engine parts, transmission, transfer case, and drive systems with coverage for 50% of the cost of parts and labor.
  
  On August 26, 2023, after about 3,000 miles, the vehicle was brought in for leaking oil. There was approximately $6,500 in repairs needed. AUL declined all repairs. The Dealership was able to get the manufacturer, **** ***** Company, to cover approximately $1,900 of the repairs, but the customer paid for the rest.
  
  *** ********* complaints seem to be about the fact that AUL, a third-party service contractor provider is allegedly not honoring its obligations under the service contract *** ******* purchased at the time she purchased the Subject Vehicle. The Dealership has no control over AUL’s decisions as to what is and what is not covered under their service contract. There is no common ownership between the Dealership and AUL. *** ******* states that she has since cancelled the service contract and a prorated refund of what he paid for the service contract was refunded and applied against her loan as required by her loan agreement. We too are upset with AUL and are seeking a replacement service contract provider. 

• Initial Complaint

  01/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 10-4-2023 Victory Dodge in Ottawa were ****** ******* sold me a vehicle for the price of 13,000$ I gave them 8,000 cash and financed the rest Also on 10-4-2023 I purchased parts of the vehicle “ spark plugs, and lift supports for the hood shocks ” that was $117.55 because the spark plugs were corroded and the hood shocks were blown 10-6-2023 I purchased a car battery $210.99 On 10-7-2023 I was told that the tires had dry rot in them and I was going to need four new tires so I purchased them at discount tire in Shawnee KS for $719.55 10-8-2023 I purchased more parts for my vehicle that I just purchased the following two shocks and strut coil assemblies at the price of $224.41 12-5-2023 I took my car to ******** ***** of Kansas City in merriam KS a reputable, honest car dealership for warranty work since also purchased and extended warranty threw Victory Dodge of Ottawa from AUL for $1,992.00 that last till 10-04-2026 or till the mileage of 93,133 and they did a 360 inspection for my vehicle and discovered that the engine was a used engine that was damaged and missing a piece and vacuum hoses from the top of the engine , Lazer alignment , power steering system service , rack & pinion assembly, replaced rear main seal , replaced lower oil pan gasket, replaced front crank shaft seal. 12-16-2023 I purchased cv axle because they are not covered by warranty for the price of $127.23 12-22-2023 I pick my vehicle up from Lexus and there is still electrical problems and I don’t have high beam lights and the TPMS sensors are out and transmission leak and CV axels as well as parking sensor chip is damaged due to undisclosed damage, damaged engine block is still an issue theses are not coved by the warranty in place. 12-23-2023 I purchased parts from ********* ***** in Merriam KS For the price of 103.84 the following parts “ hose and clips hose oil cooler , retainer clip due to damaged sustained before I purchased the vehicle but it was not listed on the car-fax

  Business response

  01/29/2024

  Thank you for bringing this consumer’s concerns to our attention. When this consumer purchased the vehicle, the consumer and her boyfriend (who represented he was a mechanic) were made aware of some minor mechanical issues that would require repair on the vehicle prior to sale. The consumer and her boyfriend said that they would prefer to buy the parts and fix themselves in exchange for a price reduction. This was agreed and the same day they ordered the parts required (as indicated in the complaint). No other mechanical issues were known to the dealership at the time of sale and it was sold with a limited warranty that expired before any other issues arose. Since learning of additional issues, the dealership still attempted to discuss a possible resolution with the consumer, but the consumer behaved in a manner that caused our employees concern. We are willing to discuss further with the consumer but in writing only based on the prior conduct. Any such requests should be mailed to the dealership at Victory Chrysler Dodge Jeep Ram of Ottawa, Attn: General Manager, *** * **** *** ******* ** ******

  Customer response

  01/30/2024

   
  Complaint: ********
  
  I am rejecting this response because my fiancé, told ****** ******* that he was able to fix the dash as well as the driver and passenger seats that were torn as well as the spark plugs, the battery, the tires and the back bumper but a cracked engine block that ******** ***** uncovered the only resolution that I see fit is to fix the engine block or replace the engine block I’m willing to discuss further with ****** about this so we can come to a resolution about this issue.

  Sincerely,

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

• Initial Complaint

  01/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  12/31/2022 purchased a 2017 Ford Explorer at Victory CDJR in Ottawa. I have had nothing but issues with it since. The issues began while driving it home from the lot on 01/02/2023. I live in Topeka so it is approximately an hour drive from Ottawa. During the trip home, the check engine light came on and started blinking rapidly. We got the code scanned and it stated the Cylinder 2 and 4 had a misfire. Victory CDJR towed my car back to Ottawa and "fixed" the problem. I had it for seven days and Victory loaned me a rental car until it was fixed it was in the dealership from 01/03/2023-01/06/2023. 01/13/2023 the check engine light came back on. The code read Cylinder 2 misfire. The Explorer was drove back up to Ottawa, where Victory's technicians had it for another 3 days, and they stated they were unable to "duplicate" the code. They cleared the code knowing it would come back on again, not to mention they kept car from 01/14/2023-01/17/2023. The code came back on again three days later 01/20/2023. I asked Victory to have it serviced in Topeka so that miles would not continue racking up on the car by driving it back and forth to Ottawa. We got a second opinion on the vehicle and it turns out the motor is leaking coolant into Cylinder 2 causing the check engine to continuously turn on. The repair that needs to be done is replacing the motor, over $8,000.00 issue. When Victory was given this information, we were advised to have the extended warranty WE BOUGHT fix the issue and they would cover the $100 deductible and the diagnosis from the other dealer. Turns out the extended warranty I purchased will not cover the issue. Tomorrow I will find out more information from Victory Chrysler Dodge Jeep and Ram regarding my refund for a car that I drove 10 days out of a 3.5 week period. I put a minimum of 150-200 miles on the vehicle from 01/02/2023-01/24/2023.

  Business response

  01/31/2023

  Our warranty on used cars is 50% of parts and labor for the first 30 days or 1,000 miles and Hannah was aware of that. But here is what we offered which is well above any beyond our warranty obligation. Issue you like this are never fun and we certainly don’t like when it happens, but sometimes it does.
  
  We offered to get her warranty to cover the issue,  we offered to pay 100% of the repairs, and we offered to give her exactly what she paid for the car as a trade in credit toward another purchase. ****** chose option three and the transaction was completed on 1/28/2023.
  Thanks,
  ****** *******
  Partner & General Manager
  
  D:************
  
  ***************** ****************** **********************

  Customer response

  01/31/2023

  [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,
  
  ****** ******

*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. ↩