Billy Craft Chrysler Dodge Jeep Ram

Review: I have been working with Billy Craft Jeep since August 20, 2014 to resolve an issue with my 2011 Jeep Grand Cherokee that I purchased from them. Beginning earlier in the year, the Jeep started having issues when trying to start the vehicle. I investigated this matter online and found that the issue was widespread among the 2011 Jeep Grand Cherokees yet, a recall had not been made at that time. When calling on several occasions, I was told they would not be able to investigate the issue if the vehicle was not currently having the problem. Unfortunately or fortunately, the vehicle would not always have the issue, only sometimes, resulting in never knowing if your vehicle would start each day. Keep in mind, I paid over $40,000 for this vehicle and now it is out of warranty and faced with a major malfunction that affects not only the starting of the vehicle, but all power features of the vehicle.

When I called in August about the issue, I also needed a state inspection and oil change. Billy Craft Jeep told me they would be able to take care of all of these and there was a way to fix the issue I was having. I brought the Jeep in, dropped it off with them, and picked it up later that afternoon. On 8/20/2014, Billy Craft Jeep completed a VA State Inspection, oil change, and installation of a new relay for the fuel pump, along with wiring. I was pleased to have the vehicle back to starting each day, but found the automatic high beam option was not working when I picked it up that evening. At that time, I assumed it was a switch that hadn't been reset or a simple fix. I see those type of options as "luxury" options and knew I would be going back in for an oil change in a few months, so did not immediately call to resolve this. Little did I know, this would all be the start of the issues I would face with Billy Craft Jeep.

On December 16, 2014, I took the Jeep back in to have them look into the issue with the high beams and explained they were working when I took the vehicle in back in August. In addition, since this time I had received 3 notifications from Chrysler Jeep regarding recalls. One of the recalls was specific to the issue fixed in August and my Jeep had begun not starting on occasion again since the August fix. When I dropped my Jeep off, I asked for an oil change, spark plug replacement, fuel system induction service, and the recalls to be completed along with a check to determine why the auto highbeams stopped working when they worked on it back in August. When I dropped the Jeep off that morning, I was under the impression only 2 of the recalls could be completed as both Chrysler Jeep and Billy Craft Jeep advised the parts were not yet available for the P54 recall - the one specific to the starting problem of the Jeep.

When I arrived that evening to pick up the Jeep, I was advised that all 3 recalls had been completed. I questioned how this could be since the parts weren't available and they assured me they had in fact installed the parts required to complete the recall. In addition, the other recalls had been completed and other services I requested performed. Much to my surprise, I saw an $85.00 diagnostic charge for the inspection of the auto highbeam issue. Immediately I asked to speak to someone to resolve this. Ultimately, the $85.00 diagnostic charge was removed, but only because their procedure requires I sign something stating that I am aware of this charge and this had not been done and the oil change was credited back as it should have been to start with. Next, we began discussing the issue with the auto high beams. I was advised to fix the auto high beam issue it would cost me approximately $550.00 as the sensor on the auto high beam was broken. I was very upset. I could not believe that this was happening. I asked how it was possible that I brought the car in with it working and now it would cost me $550.00 for it to be fixed, the response of the service manager was "Nothing my guys did had any affect on the auto high beams" and "It's just a coincidence that it went bad at the same time" I was offered no other resolution and they were adamant that this was not an issue they were going to help me with. Their main concern was the length of time it took me to notify them of the problem rather than the service they were providing.

I completely understand my responsibility in notifying them of an issue with their work. Unfortunately, my schedule over the months between the service did not allow for me to be without a car over something I felt was a quick switch for a luxury feature on my vehicle. On 12/16/2014, I left Billy Craft service in tears not believing the way I was treated. After leaving, I noticed that in addition to everything else, they had also charged me for the oil change which was supposed to be free. One of the "perks" of buying from Billy Craft is that all state inspections and every other oil change are free... Well, only if you remind them. I called and spoke with the staff in the service department and they ultimately credited this back to my credit card. This should not be something the customer has to point out. What about those who don't check their bills each time. I am sure there are people being taken advantage of every day, hence the reason I am writing this complaint.

Hoping that the vehicle issue was resolved as far as the starting problem, I decided I would have to just deal with the auto high beam issue. I did not have $550.00 to spend on a luxury feature at this time. I went on my way and decided I would not be using Billy Craft Jeep again. The arrogance displayed by the service manager was intolerable.

Unfortunately, the auto high beam issue was not just a luxury item anymore as when I got the Jeep back over the next few months it began having flickering lights at night. The lights would switch on and off from high beams, despite the auto high beam sensor not functioning. I wasn't even able to manually operate the high beams. In addition, yet again I began experiencing issues with the vehicle not starting. I decided I was going to call Chrysler Jeep and the manager of Billy Craft Jeep.

In early March 2015, I contacted Chrysler Jeep to discuss the recall around the starting issue as I was still having problems. During my discussion with them I found that on the day Billy Craft confirmed completing the recall and submitted to Chrysler Jeep it had been completed, they did not have the parts to complete the fix correctly. This was confirmed by Chrysler Jeep through a conversation he had with Billy Craft while placing me on hold. I was furious. The recall that I had been told was fixed once and I paid for, the second time with the actual recall part, had in fact never been fixed. Chrysler Jeep asked that I take my Jeep back in and have it worked on one more time. In addition to making the call to Chrysler Jeep, I contacted the manager of Billy Craft Jeep. He assured me he would have this all taken care of and began researching.

The manager called me back and asked that I give them another opportunity to look at the Jeep and he wanted his best technician to look at it. With the work that had been done he wanted to be sure the auto high beam issue wasn't something that could be taken care of. I advised him of the information Chrysler Jeep gave me and he said he looked into that and that it was not accurate. In fact, he stated, they had received 15 recall kits the day my Jeep was there to be fixed. At this point, I have no idea who to believe anymore but I wanted my vehicle fixed and I wanted it done right. I trusted that the manager would take care of this. He provided me with a loaner vehicle and got me back in touch with the service manager.

On 3/19/15, I dropped the Jeep off and picked up a loaner car. Later that afternoon, the service manager called to let me know everything had been fixed and my Jeep was ready. When I asked about the auto high beams, he advised they had been rewired incorrectly. He gave me my total, which included an oil change that I requested, and I told him I felt the least they could do is provide a free oil change given the inconvenience I have been put through over the last several months. He didn't understand. I explained that I had been previously told it would be $550.00 for the high beams when in fact his service area had been the problem all along. He immediately came back with, I didn't tell you that. I decided it was not worth the effort to try to argue with him. HIs arrogance is not going to change as I have seen it displayed on too many occasions now. I went to pick up the Jeep and found the oil change had in fact been credited, the service manager made a point to come by the service window as I checked out. I thanked him for the service and the oil change. His arrogance shined yet again as he told me not to forget that when I completed the survey from Chrysler Jeep. I reminded him not to forget how to treat customers in a way that they don't feel the need to ask for service credits, as he walked out the door.

There is no place for arrogance in customer service. I know because I work there, I have for almost 19 years and I pride myself on doing a good job. You do not always have to say yes, the customer is not always right, but there is no reason not to always be polite.

That all leads me to where I am today. I have had enough. Yesterday morning I had taken the day off from work, I went to leave the house and low and behold, the Jeep won't start. The same issue that I have been having for close to one year and Billy Craft Jeep CAN NOT and WILL NOT make it right. I do not know if at this point they are just not trained and capable of fixing it or if they are being spiteful. I had things that had to be done yesterday so waited until today to call. Of course this morning the same thing issues. I called the manager as I did not want to deal with service manager. I told him what was going on and that I did not want to have to deal with the other's arrogance. He had their kind service lady call me back and I went this afternoon to pick up a loaner car so they can yet again look at the Jeep.Desired Settlement: Someone needs to be accountable for the safety concerns when repairs are stated to be done and they are not. Hire and employ only those who are willing and capable of doing the job. It is apparent through this situation someone is not doing their job correctly.

Business

Response:

I am writing in response to complaint #[redacted] from [redacted]. We do have MS [redacted]'s 2011 Jeep Cherokee in our shop with a complaint stating the car will not start with the Start Button but will start with the remote start. When the Jeep came in, it was operating correctly which I believe MS [redacted] told us. We tried multiple times that day with no luck getting the unit to malfunction. The following day we again tried the switch multiple times with no failure. We have decided that the most likely problem was the wireless control module on the vehicle that sends a signal to the switch. We have ordered the part and it is in today. We have advised MS [redacted] that we will install this part in her vehicle at no cost to her. We are covering the cost of parts and labor. Please note that the failure did not occur while the car was here but this is the most likely issue. We do not believe this failure has anything to do with the Fuel Pump Relay replaced prior. We gave MS [redacted] a 2015 Chrysler 200 Limited to drive at no cost. The vehicle will be ready to drive today and we will contact MS [redacted] to let her know when she can pick it up. I hope this takes care of the issue. MS [redacted] advised me that as soon as she got the car back, she was going to trade it in somewhere else. I am sorry she has had some issues and if she decides to keep her Jeep, we will be here is she needs us.I appreciate having this opportunity to respond to the Revdex.com in writing. Sincerely, [redacted]General ManagerBilly Craft Chrysler Dodge Jeep Ram

Review: Went to Billy Craft Jeep with a 2004 jeep liberty with a problem of pulsating, chattering and jerky at low speeds when accelerating around 20 to 40 mph. First trip (on or around June 25, 2014) they charged me $356.87 for a tune up which I assumed fixed the problem. It didn't. Nothing changed so I took it back again (on or about September 10, 2014)with the same complaint. This time they said I needed a new transfer case which I assumed would fix the problem and they charged me $800.00 for a used one. It didn't. Nothing changed. I went back again on September 25, 2014 with the same complaint and I was very upset. I told them they need to make something right. I Felt since they have charged me almost $1200 and I have the same problem I started with they should reimburse me or not charge for what ever is needed to fix it. I don't think they should have changed the transfer case because that was not the problem. They said the mechanic said the chain was rattling. I have never heard it rattle besides I was not there for rattling I was there for the car pulsating or chattering.The last time I went they said something about support arms on the rear end which would cost around $200 and they would knock off 40% which I think is a joke after all I have been through. The sad thing is after three visits I had to show the mechanic the chatter.Desired Settlement: Refund me for the transfer case and tune up which I didn't need or fix the problem with no charge.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The answer to my complaint was not exactly true. I was not told what was being done the first time until I was ready to pay.I said when Idling and slow moving it pulsates Pulsating means jerky. Mr [redacted] told me that the mechanic said the transfer case was rattling. That was not the issue I brought the jeep in for. I don't believe the car was road tested after the replacement of transfer case. When I drove with the tech we never went out of the parking lot when I showed him the problem. I may have moved 20 mph. I have talked to other mechanics and let them drive the car and they all said it would not have been a transfer case problem. When you go to a service department to get repairs you expect them to fix it or if they do something and it was not the solution you shouldn't have to pay for it. They are trying to blame the problem on the cars age. If you can't fix the problem tell me don't replace everything on the car costing me $1200 and still haven't addressed the problem. I didn't go for a tune up the first time and I was never told I was getting a tune up. My problem is still there and I am out $1200 and all they want to do is give me $40 off the next thing they want to do and it still may not solve the problem. I am very upset with them but I feel this is what happens to a 67 year old veteran that is not a mechanic and tries to put there trust in a service department to do what is right.

Thank you for your help but I know I am wasting my time complaining about something I can't do anything about. The customer is always wrong

Regards,

Business

Response:

I spoke with Mr. [redacted] at length yesterday about his vehicle. I appreciate the opportunity to respond to his concerns. Mr [redacted] did infact bring his vehicle in to us 6/25/14, The complaint was "when idling or slow moving there is a pulsating and it is jerky in reverse." We diagnosed the car and found that the plugs were shot (it looked like they may have been the original plugs). We recommended a tune up and fuel system service. Mr. [redacted] agreed and we did the service. The total was $342.25.

Mr [redacted] returned on 9/11/14, roughly 2 1/2 months later, and stated the "when driving, all is ok until you reach 20-40 mph. There is a chatter and you need to let off the gas and accelerate between 20-40 mph to feel the chatter." We had two Crysler Certified Techs working on the car. The Transfer case was chattering terribly, infact one of my other techs on the other end of the shop could here it. We advised replacing the transfer case and were able to locate Mr [redacted] a used one too save him some money. The bill that day was $774.00

Mr [redacted] returned on 9/25/14 saying "The Original Problem still exists" We drove the vehicle and could not initially duplicate the issue. We asked Mr [redacted] to ride with the tech and show him what he was referring to. According to my tech, when you pulled very agressively there was some feeling in the car. We did not find it initially because that is not what we would do to duplicate normal driving conditins. We then took the car back in the shop. Applied the brakes all the way and put the vehicle under heavy acceleriation and saw the rear lower control arms flexing and creaking. We also noticed play in the rear end of the vehicle under load. None of this is unusual in an 11 year old car with 91,000 miles

I know Mr [redacted] is frustrated that he has some issues but again, that is not unusual for the age and miles on his vehicle. If you read the first line of his complaint to you he states that he had a "problem of pulsating, chattering, and jerky at low speeds and when acceleration around 20-40 mph" (multiple issues). I did advise him yesterday that he has other issues do to wear and tear and normal use. We also offered him a GOODWILL discount of 40% on the lower control arms if he wanted to replace them.

I am very sorry he is having problems but I do not feel we did anything wrong. We offered a substantial discount on the work yesterday which he declined and I declined giving him his money back or doing the additional work for free.

Thank You for you time and attention to this matter.

Sincerely,

[redacted]

General Manager

Business

Response:

I am sorry Mr. [redacted] is not happy. We have done our best to repair his vehicle and I will just refer to the initial response. I suppose there is nothing to gain by saying this but the comment about veterans was not necessary. My Own daughter is a veteran and served two tours in Iraq. I have nothing but repect for the men and women that serve our country.