ComplaintsforJohn Hiester Chrysler Dodge Jeep Ram Of Sanford

• Initial Complaint

  02/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought my second vehicle from this dealership in late Oct. 2022, a 2019 Dodge Grand Caravan. Yesterday the transmission stopped shifting, took it to the dealership and was told by the general manager that it would cost $7,200.00 to repair and that they were not liable for any of the costs. I owe $24,000 on this van and I don't have the money to repair it, that's why I bought a newer vehicle from a dealership and now I have no car, a car payment and no money to get the piece repaired. Terrible customer service and they do not stand by the expensive cars they sell! There was obviously a problem with the transmission when I bought the van, the salesperson ran to the back of the dealership when I brought it in yesterday.

  

  Business response

  03/01/2023

  To Whom It May ******************* style="font-size: 0.875rem;">

  We (John Hiester Chrysler Dodge Jeep Ram of Sanford) originally quoted the customer $7200.00 to replace transmission, transmission oil cooler, and transmission lines.
  He called in and asked for help with price.   He purchased vehicle in October and declined extended warranty.
  We sympathized with him and offered to complete the repair for $5000.00.  He replied he could only afford $3000.00
  Myself and **** spoke about it.  It was agreed to do it for $3000.00
  **** and I called the customer and he approved the repair.
  We finished the job this morning (02/27/2023) and the customer has been notified.
  His total is $3000.00 and he will get the full 3 year / 100K warranty with our repair. 

  We appreciate any further feedback.  

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

  Service Manager
  ******************************* Chrysler Dodge Jeep of Sanford
  ************
  ****************************************
  Sanford, ** 27330
  *************************************

• Initial Complaint

  09/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Purchased a Used 2018 Dodge Durango Citadel on 2/22/2022. Have had multiple interactions with the GM **** ******** over an issue with the screen that occurred on the lot the night we purchased the vehicle. They cleaned the screen during the test drive so it was serviceable for a short period of time but knowingly sold the vehicle with screen delamination and ghost tapping on the screen in a single spot. The GM **** advised he was ordering a replacement part for it and would work with his ***** rep to resolve the issue. We also spoke with other John Hiester dealerships who advised this was something that they typically would handle and resolve ASAP. Over the past months, I have contacted **** with no response no call backs and no updates regarding the replacement part. There has been a complete failure to communicate with us and no desire at all to assist in something they schemed to hide from the purchasing customer. They know we live over an hour from the dealership and I believe have used that information as a guarantee that we won't show up and bother them and they hope the problem just goes away. I have transcripts from my texts with the GM and sales person referencing when the problem was noted with the screen and that the GM confirmed he did order the part. **** has now blocked my phone # and won't return my calls when I call the dealership directly. On top of all this, they incorrectly noted the mileage on the odometer by ~2000 miles resulting in our CPO warranty through ***** to expire within a week of owning the vehicle (3 month, 3k mile CPO warranty). All we want is the part replaced on the screen and this would be over but at this point they have not even had the decency to tell us they aren't going to help us they've just ignored any contact or continually lied saying they would help.

  

  Business response

  05/24/2023

  While we are glad that your screen has since be repaired, we do apologize for the part being on backorder through Stellantis for months. We had readily agreed to replace the screen and immediately ordered the replacement part through our original equipment manufacturer (***) Stellantis.Unfortunately, this official part was on backorder for months, an issue that has been increasingly common due to industry-wide supply chain challenges in the face of CoVid-19 disruptions. We did communicate with you when we had still not received the part from the **** and we do apologize on behalf of Stellantis for it taking so long to fulfill the part order. We did not explore potentially faster aftermarket parts because we wanted to ensure that your 2018 Dodge Durango would be repaired with a screen from the *** that would look like new rather than pieced together.
  
  As the General Manager of ******************************* CDJR of Sanford, I extend my deepest apologies for the inconvenience of having to wait months for your screen repair. Additionally, my personal cell phone number had changed during this time, resulting in my old cell number being out of serviceI did not block your number, and I apologize for the frustration this had caused you.We were not deceitful in expressing that we intended to help and replace your vehicle screen, however we have no control over when Stellantis fulfills parts on backorder. We are glad that we did receive the part and repair your screen, and we sincerely hope that you have been enjoying your 2018 Dodge Durango. If we can be of any further service, please call ** at ************ and ask to speak with our General Manager.

  Customer response

  05/24/2023

   
  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.
  
  Sincerely,
  
  *****************

• Initial Complaint

  08/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 06/09/2022 I purchased a 2022 ram 2500 for 84,000$, i was told at the time of purchase that i would get a 30 day tag and they would handle the regular tags and they would send them to me. 30 days pass and i have not received my tags. It took 3 weeks and multiple phone calls to get ahold of them. They told me they was still waiting on my tags but would send me another 30 day tag. It is now 08-01-2022 and i have yet to receive my tags and i can not get anybody from sales at this place of buisness to return my phone call. I was unsure of what to do in a situation like this so i have turned to yall. I personally feel like i should be compensated for the inconvenience.

• Initial Complaint

  05/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  November 2020 I bought my 2018 Chevy Camaro from this car dealership. Window tint was already on the car. Had did not make any changes to the car what so ever. 2021 Nov/Dec time frame, I took my car for state required inspection. The car failed inspection because of the window tint. I stated that I bought the car from them with this tiny on and showed the the original inspection from before I bought it. With the same tint on as when I bought it. That inspection passed but 11 months later it didn't. This dealership said they will replace the tiny at no cost to me because I bought the car from them with the tiny on. Since Dec 2021 I've been calling and visiting the dealership to resolve this issue. I spoke with 3 different people from services that said they will line up an appointment and call me to bring my car in. I never received a call to this day. Everytime I go there they tell they will contact a tiny guy and call me. They recognized their mistake and stayed that they were going to fix this issue. They've been giving me the run around since Dec. 2021.

  

  Business response

  03/14/2023

  Talked to ***************** and he had traded the car to a different vehicle. Told ***************** that if he needed anything he could call me (*************************) directly. We appreciate his business and his service to our country. Good conversation and seemed to be happy.

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