CDJRF Of Renton Reviews (%countItem)
CDJRF Of Renton Rating
Address: 7230 South Tacoma Way, Tacoma, Washington, United States, 98409
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Address: 7230 South Tacoma Way, Tacoma, Washington, United States, 98409
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took my fiat in yesterday, 8-20-20 for 30K maintenance. told fiat wendy, that my indicator says that I have some lights out.. she said, oh, they'll take care of that. they had my car for 5 hours. Got in it to drive away and no lights were replaced/fixed. called on my way home and left a message. called when I got home, left a message. nothing. sent a text this morning and received a response that I could bring my car back on Monday for approximately 30 minutes. I responded TWICE asking what time I should have my car there. nothing. have now left my 3rd phone message. the service here is horrible!!! this is not the first time i've had trouble with them. I am actually thinking of getting rid of my fiat just so I don't have to deal with this extremely, unprofessional place. I also received a preview of what my 30K check up would cost... it was only $300 off in their favor of course !.. yes $700 for a 30K checkup and no lights fixed and no call backs to address their incompetency. I am boiling mad!
I dropped my van off at the dealership on 5\20/2020 to be diagnosed for an engine tick. My account rep, Wendy, asked if I needed a car for the day. I told her no for the day. She said that she was going to call an Uber and told me to sit down. 45 minutes later.... I asked her a question and she she said that she forgot about me. She told me that she was wondering what I was doing sitting there?
My customer service experience did not improve much after that. I have made several phone calls to the warranty company and to Wendy to keep things moving forward. The issue is that the warranty company will not approve the work or rental car without receiving the required info from the dealership. I have sent the emails and attachments that the warranty company has requested because Wendy failed to do so. I have complained to Wendy's manager in regard to her lack of communication. This resulted in her reacting to me in a very sarcastic and condescending way. I have even had the warranty company stay on hold so that I could do a 3 way call. Wendy got on the phone. She wouldn't listen to me or the rep and hung up on us. This morning she called me from ***. This was the rudest customer service call that I have ever received. She had a bad attitude about the situation. She was very rude. She was extremely condescending! She even blamed me for slowing down the process by calling the warranty company. Essentially, she told me to butt out in a threatening way. I told her that I had Ed from the warranty group on hold. I asked her to hang on a sec so that I could merge the calls. She became angry and hung up. I notified her manager and filed this complaint. At this moment, I am out of pocket $200 on the rental car. Today is June 1st and I have yet to get the approval to have the work done. I just want the dealership top communicate with the warranty company so that I can get my vehicle fixed. I also do not feel that I should be out of pocket for any additional expenses beyond my deductible.
Mr. brought his vehicle into our service department
on the morning of Wednesday, May 20 with a complaint of engine noise and
suspension concern. We regret Mr. had to wait longer than normal
for a shuttle service that morning and are looking into that complaint.
It is understandable that Mr. needs his vehicle and any vehicle
break down is both frustrating and inconvenient. Unfortunately, vehicles
over 7 years old with higher than 110,000 miles are more susceptible to
breakdowns. Further complicating matters, Mr. has a third party
insurance company (extended warranty) that must approve and pay for the
repairs.
Renton CDJR expeditiously got the vehicle assigned to an
engine technician for diagnosis on the day the vehicle arrived. It was
suspected that an internal part of the engine had failed and an estimate was
being prepared by 5pm that day. Mr.’s insurance company was to
be called the next morning, 5/21. At 8:37am, our advisor reached out to
Mr. informing him that his insurance company was requesting
maintenance records for the vehicle. Mr. was unable to provide
such records, so our advisor, Wendy, procured them from another store that Mr.
*** indicated the records would be. Renton CDJR faxed those records to Mr.
***’s insurance company on his behalf. Hours later, Mr.
authorized an initial tear down estimate of $495 to visually inspect the failed
component as requested by Mr.’s insurance company.
The vehicle was re-assigned to a heavy line technician for
disassembly and that work began late afternoon on Friday 5/22.
Unfortunately, engine tear downs take a significant amount of time and was not
able to be completed until the morning of Tuesday 5/26, after our workforce
returned from the Memorial Day holiday. The timeframe of tear down
completion was communicated to Mr. at 8:33am on Friday 5/22.
On the morning of 5/27, Mr.’s insurance company
informed us that they were sending an inspector to look at the vehicle.
The inspector would arrive at the dealership within 48 hours. The
dealership has zero control over a third party insurance company’s terms and
conditions of sending inspectors for repairs. In addition, the dealership
has zero control over when Mr.’s insurance company approves a rental
vehicle. It is our understanding that he would have reimbursement
available to him for a rental vehicle once a repair is authorized. including
the days the vehicle was down waiting for an inspector and repairs. We
would direct Mr. to review his extended warranty contract for
information on rental car coverages as again, this is a third party insurance
company.
An inspector dispatched by Mr.’s insurance company
arrived at the dealership the afternoon on 5/29, inspected the vehicle and
reviewed our estimates. As of Monday June 1, the inspectors report had
not been filed with Mr.’s insurance company. Mr. made
several calls to his insurance company requesting rental extensions, Mr.
*** mistakenly believed it was Renton CDJR that the insurance company was
waiting for, when in reality it was their own inspectors report that was
needed.
By 12:15pm on June 1, we had received an approval for
repairs from Mr.’s insurance company. Parts for the repair were
immediately ordered and the repair was estimated to be completed two days later
on Thursday June 4. As I review this repair at 3:30pm Wednesday June 3,
we are waiting on one more part set to arrive Friday morning, June 5. The
repairs should be complete that morning and Mr. has been updated today
as to the revised completion date.
Mr. is certainly being inconvenienced by the
breakdown of his vehicle. However, I do believe the dealership acted in an
expedient manner and kept Mr. abreast of the developments. In
addition to the over 2.5 hours on the phone and 1 hour in person inspection
with Mr.’s insurance company, the dealership logged over 1.5 hours
live phone conversation and 68 text messages with Mr. himself.
We dispute Mr.’s claim that communication from the
dealership caused any delays in his repair. Rental vehicle
coverages that are provided to Mr. are outlined in his vehicle service
contract. It is our understanding that Mr. will be reimbursed
some or all of that cost now that a repair has been authorized by his insurance
company. That notwithstanding, as a gesture of goodwill, Renton CDJR will
waive the “Third Party Insurance Administration Fee” of $25 and Mr.
will only be responsible to pay his insurance deductible of $250 on Friday June
5 when he retrieves his vehicle.
Rental vehicle expenses covered/not covered by Mr.
***’s insurance company would be made directly between those two parties
subject to terms and conditions of Mr.’s contract.
I regret Mr.’s dissatisfaction with this encounter
and will be looking into the issues brought up in this complaint that are
within the dealerships control. I apologize for what I’m sure has been a
frustrating experience and will work with our team on how we can mitigate these
experiences moving forward. We look forward to reuniting Mr.
with his vehicle this week.
Dustin P
Fixed Operations Director
Renton CDJR
Jeep of Renton, sent out a game that if you matched the pull tab you win, several prizes listed. The fine print states that you do not have to purchase anything. You just have to pay the tax on the item you that you win.
It says Match to win Call the phone number 425-970-9835 enter the listed code which I did, and they said to go to the jeep dealership at 585R Rainier Ave S Renton to Claim your prize.
The fine print of the rules states, " NO PURCHASE OR DONATION NECESSARY TO ENTER OR WIN."
It also states the odds of 1:92,000 and that the winner has to pay for the tax.
When I got there, the 19 year old girl that reluctantly greeted me, informed me I that this was not real, it was just to get people there, and I had to call the number listed (which I did ) to win. And that it was all a lie. The idea of drumming up business is great, however with the Coronavirus it is right down criminal to create a gathering of such.
We used a 3rd party to set up the advertising that was done 90 days ago. We are sorry for the timing of everything going on.
Regards,
Management
I brought my car into fix my broken radio.
Max in service gave me a quote that for some reason was charging $160 for each light on. I had a check engine light on, and airbag light on and I'm not sure why the 3rd charge. Also I found after the fact that there was a coupon for $140 to check all diagnostic lights that was never mentioned.
Max said I should talk to one of their not pushy salesman about trading in the vehicle as it has over 100,000 miles. I said I'd look at what options they have. If my payments stayed about the same per month then worth a look in case. Big mistake! I ended up stuck at the dealership for hours trying to get my rental car to leave, but instead had 5 different sales managers trying to convince me to trade in my car and pay more than I could afford at this time. I explained that perhaps in Spring I'll be back when I'll have down payment money and be in a better position to buy. They still wouldn't let me leave. It was just paper after paper brought to me crunching numbers over different loan note options and lenders. I was ready to call an uber just so I could get home as they wouldn't let me leave in my rental.
They repeatedly kept telling me "are you sure you want to pay $615 for those diagnostics on your old car when you could just have a new one?" It was clear they were using this outrageous quote as a coercion tactic to make me pay 20k for a new car instead. I have a text exchange proof with a salesman saying I'm crazy for paying that instead of a trading in. I finally left in the rental and got a quote for all the diagnostics which was now a whopping 3k + of work Max claimed I needed done. He also informed me they had to cut my carseat cover off to see what was going on with the airbag light. There was no compensation for this loss. He also again tried to pressure me to work with a salesman to avoid all the cost to fix my car.
Here's the real issue. My car wasn't fixed. And I still had to pay $615 just so I could get my car back.
Ms. brought her vehicle into our service department for diagnostic work on multiple issues. Professional diagnosis is often the most difficult part of an automotive repair. Replacing parts is quite easy but correctly pinpointing the cause and correction for a customer’s concern can be timely and require the expertise of a certified professional. Diagnosis charges were discussed up front before her vehicle was accepted into our service department. Her signature was obtained on a pre write up and diagnostic work commenced at her direction.
As for a coupon Ms. mentions, we use a host of advertising avenues and our advisors are not always aware of every coupon a customer might qualify for. Customers are sent different offers based on their vehicle age, loyalty history with our store, and vehicle mileage among other factors. Similar to any retail operation, customers obtain coupons and present them to the sales representatives to be honored. However, the coupon Ms. refers to was a $140 diagnostic on a single concern. This coupon would have reduced her initial estimate by about $19.
In regards to our sales person that assisted Ms. during her interest in a vehicle. Our sales people work very hard to make a new car and vehicle payments work for a customers needs. Sometimes this takes multiple phone calls to financial institutions on behalf of the customer. Our sales team was merely trying to make budget concerns work for Ms.. At no time did Ms. indicate she was uncomfortable or ask to leave, she continued to engage with our sales team during her visit. That being said, given our experience with the nature of concerns Ms. had with her vehicle, we hate to see a customer begin to pour money into a vehicle that experiences multiple system failures. That type of vehicle and situation can create a significant money pit.
Ms. was given the diagnostic work and estimate that she requested. The recommended work was declined and she paid for the work that was done.
An offer was made to Ms. to reimburse her repair bill as part of our vehicle purchase program. We make this offer to any customer, when trading in a vehicle towards a vehicle purchase from us, we will reimburse any repair bill within the past 30 days. This offer was not made to Ms. as any admission of wrong doing as she suggests. It was merely a normal function of our sales team to incent a customer to trade their vehicle in.
I have reached out to Ms., and will continue to work with the customer directly to resolve her concern. Ultimately, the dealership correctly explained charges to the customer and obtained authorization prior to any work. Upon completion, we charged Ms. the agreed upon price. The dealership does not see any areas where staff acted outside of operational policy.
Management
Complaint: ***
I am rejecting this response because:
No coupons were offered. The salesmen absolutely were aware that I was uncomfortable. They told me not to be stressed and get lunch. They knew they were stressing me. Making me wait for my rental when instead another sales manager after another and another would come out with a new paper for my review. I had made it clear I wanted my rental and that I did not want to keep talking to sales managers or see more papers offering the same price for the vehicle I could not afford at his time. They kept trying to adjust the length of the note for monthly payment adjustments, but the cost of the car was still the same. Only until I said I was calling an uber did they finally give me my rental.
Archie tried to offer other options that we discussed via text, but I let him know they just didn't have what I was looking for at this time in their inventory. And that based on the charges I had from the service department and driving away with nothing fixed, I couldn’t foresee purchasing a car from them. I had been willing to work with him in the future had the business practices at his dealership been and gone differently. As far as the trade in piece for a refund, this was thrown in my face a lot. Reality is that my car runs fine. Has fairly new tires, good working engine and essentially the basics I need until at least spring when I let them know was a better purchase time for me. All that was broken was my radio. I was told the whole unit was completely dead and I would need a $500 replacement one. Well guess what? My radio is working again! It was a simple $4 fix. Needed a new fuse. This was not detected or mentioned in the pricey diagnostic cost I paid let alone fixed. Why? I spoke with the owner Dustin after filing these complaints with you (Revdex.com) and the WA Attorney General. This was after I spoke with another manager Lee on Friday 12/27 who frustratingly told me "now that we have these complaints to deal with from you, we will be working quickly to fix this. But I believe there's more to the story". He was not kind. He was abrupt. There was nothing offered in the way of making this right at all. Rather more of a "guess we have to deal with you now" tone. Dustin was nice and professional when I talked to him Monday 12/30, and assured me he would make this right after research. I even updated him that my radio was working now and was just a dead fuse. But instead I see this reply and nothing has been made right at all. I'm just getting accusations now on top of it. They are saying this is there business practice. So they admit they coerce customers into buying new cars by dangling the option to wave overly priced service diagnostic refunds. I’ve never been charged this much and the more people I tell this story to, the more I hear how ludicrous this is. I apparently could go to a Ford dealership and get one diagnostic charge for 5 different issues. I could go to my normal car service business and have a diagnostic for free. I was charged for a check engine light diagnostic which is usually no charge everywhere I’ve ever been. When I look at the diagnostic charges it’s not clear what they are for. It just says “CDR”. There’s one charge for $160 for my car stereo (which was misdiagnosed as it was actually just a dead fuse), one $160 for my airbag light and one $160 for check engine light. It’s not clear to me why the multiple charges.
I also would like the compensation for my car seat cover that they cut off. While I was aware they were going to cut it off, I was not aware they were expecting me to eat the cost of a new cover.
Also, if the staff didn’t act outside of operational policy, why did CJ tell me he was reaching out to the manager to correct this? He said that there were no notes in the system indicating that any work or diagnostics were actually done on my car. The invoice isn’t clear to him either and he works in the same service department as Max. He stated that he personally would not have paid the confusing $615 invoice. I have email exchanges regarding this. But in the end it seems he thought his salesman Nate Jackson would get me to purchase a new car instead of my initial salesman Archie recommended by service department employee Max.
I reject this reply and still say, this is bad business practice and they are trying to force people to buy new cars. I just want my money back as nothing was fixed or done. They did not address the fact that my oil wasn’t changed (no new sticker) either or what proof they have that did anything I initially signed off on that I thought would be fixed or addressed. I declined the additional high quotes of $3,000 of work I was told was needed, that is not actually needed at this time, nor do I trust the price of their quotes based on my experience. I just wanted a working radio, which I now have from replacing a $4 fuse.
Sincerely
Please see attached picture. When I was cleaning my car yesterday it came to my attention that not only did they cut my car seat cover and not compensate for it, but they broke my seat! It's ripped and not put back together. I would think $615 in diagnostic work would at least be able to put the car back together without breaking it. This is similar to the issue of how they broke my heater after not installing the radio unit back in correctly after the diagnostic on that. Again, I fixed my radio. It was a $4 fuse that needed replacing. I took my car in for the radio, which after their diagnostic I was told was completely dead and that I needed a new $500 one.
Revdex.com redacted attachment
I bought a certified pre owned 2017 Jeep Compass Latitude from the dealer in September. The 125 point inspection should include the manual clutch. I drove it from Seattle to Phoenix and have driven it minimally since. The clutch went out and I am being told that it is not covered under the warranty. I am told that I need to pay roughly $2100 to repair it. This is unacceptable. Clutches should last at least 30k miles. If it was inspected, something should have been seen. You cannot tell me that in 2000 miles driven (mostly freeway) that I or anyone could damage a clutch. I need this car for my income.
Revdex.com Complaint # ***
This Jeep was sold as a Certified Used Vehicle. This inspection is of the operation of the clutch at the time of inspection. The clutch operated as designed and engaged and disengaged properly. After the customer drove the vehicle while towing a load to another state, the clutch experienced a failure. The Certified Warranty covers 2,000+ components of the car but a clutch is considered a maintenance item and this information is clearly disclosed to the customer at the time of sale. Unfortunately, it is impossible to predict when a clutch will wear out as this is completely dependent on driving conditions and customer driving habits. Considering this is a Certified Vehicle, we would encourage the customer to contact FCA Customer Service directly at 1-844-378-0597 to discuss the matter directly with the manufacturer.
Management.
On Saturday, September 14, my wife and I went to CDJR of Renton to look at purchasing a Jeep. After test driving two cars with a salesperson, Dante S, we decided to purchase a 2019 Jeep Cherokee. We were directed to a table, where we were joined by the floor manager, Frankie. Frankie began talking to my wife and I about general terms before negotiating the price of the car. He said we would be getting gap insurance and a 7 year warranty. We asked about cost, and Frankie told us that they were included in the price of the car. He then left and came back with an opening offer. We negotiated both the price of a trade-in car and the purchase price of a new Jeep. After negotiations, we agreed on a trade-in price and purchase price for the Jeep. We then went back with George to sign paperwork, where we were handed and signed a lot of paperwork very quickly. We then drove the new car home.
The next day, I went back through the paperwork briefly and saw that on one of the pages, the purchase price of the Jeep was $1,000 more than the final agreed upon price. My wife and I went back to CDJR of Renton. I first spoke with Frankie, and then I spoke with George, and George determined that Frankie had not communicated the final offer, and we had been charged $1,000 more than agreed. George adjusted the paperwork, and we went home.
I went over the paperwork one more time and found at the bottom of a page that we were charged $3995 for Mechanic. In digging through the paperwork, I saw Mechanic was the warranty. The price for the warranty had not been included in the purchase price, the price we negotiated, as Franky had said.
At the time of signing, I was not provided with any terms of the Warranty. I reached back out to Dante and asked him to send me the terms. He spoke with George, who sent me a photo of a pamphlet.
Frankie led to believe that I would be receiving a warranty that came with the purchase price of the car. Instead, I was charged $3,995.
Good Morning,
We are sorry for any confusion about the service contract, you can cancel your service contract at any time. All you have to do is come to the dealership and see one of our finance managers and they will be more then happy to help.
Thanks,
Management.
I am rejecting this response because after speaking with George on the phone today, he told me I could not cancel either the warranty or the gap insurance until 6 months from the purchase of the car had passed. He said after 6 months, I could cancel both for mostly a full refund. I again asked for the terms of the warranty to verify this, and I again was told there are no terms. I asked for something in writing t verify this ad was told he could not provide anything.
I would like to cancel the warranty now or receive the terms of the warranty that say how and when I can cancel.
Sincerely
Come in and see one of the other Finance Managers and they will help you cancel the Warranty.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. On Saturday, November 9, I worked with Dawn to fill out the form cancelling the warranty and gap insurance. This should conclude the issue.
Sincerely
On September 9th I had an appointment with the above company to get my car fixed. I was told by the service associate Wendy that they will keep my car for overnight to get fixed. Upon asking for loaner, she told me that there isn't any available. They gave me a uber to go home. Next day she called me back saying that her technician called out and they have to keep my car again for 1 more day. I called their corporate office because Wendy told me that if I want I can take my car home if I cant wait for 1 more day. I left messages for the service manager. Frankie called me back with the same reason. My thing here is that if his technician called out then there should be someone else to look into. He was not professional while handling this situation. He was very rude. After telling him that there should be some solution, he got irritated and came back saying that we found the problem and it is the battery which needs to be ordered. He told me that ETA for battery is September 20th. I am just wondering where is the battery coming from that it takes 12 days to reach CDJR. Mr Frankie was very rude while dealing with me over the phone, he was very unprofessional. As a manager he could have done it better. He totally discriminated me. If something happens to my vehicle then CDJR should be responsible.
The customer brought his vehicle in for a start/stop issue. We had a issue with technician availability that day with a technician calling out sick. The service department was short handed and having trouble getting cars scheduled finished. The customer was contacted early in the morning by his service advisor to let him know of the situation that has come happen. The customer was very unhappy about not being able to get his vehicle looked at that day. He then commanded to talk to the service manager. The service manager talked to the customer and once again advised the customer that we are short on technicians and it will be hard to look at his car. The customer was unhappy, and yelling on the phone. The service manager then told the customer he will see what he can do to fit his car into the shop. The service manager was able to get another technician to look at his vehicle, and the customer was updated to let him know we are looking at it. Technician looked at this car and verified his stop/start battery was faulty, and the battery is on back order. They ESTIMATED that the part would be in on the 20th. Customer was informed of this by the service manager. The customer picked up his car and was advised that he would be contacted when the part has come in. The customer then called on September 25th saying he hasn't heard anything on the part? He stated in his voicemail that he was going to contact the Revdex.com. The conversation with the customer was we are going to call him when the part comes in. The service manager contacted the customer and left a message letting him know that the battery still has not come in so that's why he has not received a call. The service manager got information that the battery will be in this Thursday 26th or Friday 27th. The service manager would give him a call when the part comes in and schedule a appointment for repair. The service department is looking forward to repairing the customer vehicle when the parts are in to complete the repair.
Thank You
14th june 2019 I went to renton cdjr @ parts & service dpt for a recall service on my jeep renegade
I went to this lady who's name is wendy she did something in the computer and said that you are all set and ask me to come back on 21st of june 2019 @ 11.00am.
21st june 2019 I went there 10.55am to wendy she ask me that how can she help me I said that I have an appointment @ 11.00am today then she said that I have no appointment @ all or any information about me. I said that you the one who ask me to come @ 11.00am this day.Then she took my original copy and make a photo copy kept the original gave me the copy took my phone
number and I was good to go. VERY FRUSTRATING
TWO WEEKS LATER
5th july 2019 There was no call or message from wendy So I decided to follow up that what has happen I went there thanks god that wendy was busy else where. I went to this GENTLEMAN who's name was bryan he is the one who told me wendy's name he than took my information and ordered the parts and ask me to come back on 11th july 2019 @ 10.00am.
11th july 2019 I went to bryan at 10.00am and the job was done very good customer service by bryan
Sorry for your experience, Our management team will review with Wendy and make sure this does not happen again.
Again sorry for your issue and thank you for letting us know.
Management.
Renton CDJR
I brought my vehicles for repairs in late Dec***/early January as the vehicle was choking and had the engine light on. I asked if they could do a full inspection. For two weeks after the vehicle was dropped off I heard nothing back from them and could not get a hold of anyone that would help. Once I did get someone they said there was nothing wrong with it and that they had reset the engine light. While driving home from the dealer the engine light went on and it started to choke. I brought it back the same day. It took me several more weeks to get anyone to talk to me about it or call me back. When they did they said that the sensors were bad and replaced them. I picked up the vehicle and it started choking and the engine light came on. I brought it back to them. They finally said that they did a full inspection and found 8 things wrong and they replaced a relay. When they replaced the relay they damaged other things including the radiator (which blow out due to them not testing the pressure or burping the system) when they replaced the hoses and fluid, forgot to put hose clamps on the replaced hoses, damaged the power steering pump, For 7 months the vehicle was in their shop after that because they would keep breaking things when they worked on it and not putting it back together. Twice I found that they had removed bolts from the engine compartment and not put them back. When I told them this they tried to say that the bolts were never there. I had to show them the bolt locations. They damaged the driver side door and now it is misaligned, the parking brake lever is damage and has to be pushed back in when used, the vehicle now shakes when the steering wheel is turned right, the steering wheel is misaligned. The vehicle is worse then when it was dropped off for repair and I was still charged over $5,200 for repairs that did not fix the original problem or the problems they caused. The vehicle is no longer safe to drive.
We would like chance to sit down and review this, please contact our Service Director Dustin P at the dealership.
Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID. I am willing to meet to discuss a possible and proper resolution to the issues and compensation requested of CDJR.
Sincerely
We have invited the customer to come in and figure out the issue.
Complaint: ***
I am rejecting this response because:
Several attempts to reach out to the Dustin P after he stated that he would not do anything to fix the problems have been unsuccessful. The company's representative, Dustin P, refuses to return any calls or answer the phone at this time.
Dustin P has stated that he has no desire to improve his staff as they "change out every 3 to 6 months." Dustin P has also stated that he would not compensate for anything as his company "did not have the money to pay back for the damage and inconvenience." Dustin P has shown his disregard for his customers, staff, the Revdex.com and his disgust with doing the right thing.
Sincerely
Andrei, Sean and some of the sales department are very rude, unprofessional and disrespect the customer. They sell a used a car that had issue. I thought prior to selling used cars they go through inspection. I told them about it and they're pointing fingers. Don't go to this dealership they are scam artists. They even told me go ahead file a complain.
I have left several messages for Richard H to call back, he has not. I have a 2016 Jeep Wrangler that has had a water flooding issue for a long time that has been in the shop for repair many times. The flooding is still ongoing. I was told there are other things that have worn out that are covered. Once those are fixed the leaking can be addressed. The leaking has caused damage to dash electrical systems as well as mold and mildew in carpet.
we have invited the customer to bring back the vehicle so we can make sure the repair is completed.
I have made multiple attempts to contact the dealer. I have left messages for a return call to verify a drop off date to have car fixed
I haven't received any confirmation or agreement as to left message
I am still waiting for a response for an appointment
Sincerely
Please call our Service Director Dustin today, he has reached out to you with no response.
Revdex.com:
I Received a call back. Thank you I have also left another message on the phone number they left me
I’m still waiting for a call back, I will also try again tomorrow
still trying to get my car scheduled for an appointment
Sincerely
Dealer has had car for almost 5 weeks. Leaving messages with no call backs. Getting the run around trying to get answers. The parts should have been ordered on day one. Manager and parts rep keep making excuses as to why the parts were delayed. Everything from couldn’t get car in to be serviced, to busy, weather, to a car show has priorities over clients. Find this hard to believe especially when I made an appointment to have this particular issue addressed. Have been contacting the dealer every few days to get answers.
In response to complaint ID. Mr. had multiple concerns with his 2016 Jeep Wrangler. Some of those issues involved electrical components that had been compromised due to water intrusion. These issues as well as the water intrusion are covered under the customers warranty from Jeep. Water leak repairs are not performed by a vendor of the dealership rather than the dealership itself. In this case, proper sublet repair timing and procedure was not followed resulting in a longer than normal repair time for the customer. In addition, several parts needed to complete this repair were on back order and took several weeks to obtain. We sincerely apologize for this inconvenience and provided Mr. a rental vehicle at no cost to drive for the entire duration of this repair. We have escalated this repair concern and it is being handled by service management. We expect a positive outcome for this customer shortly.
In Nov 2018, I took my 2004 DODGE Ram 1500 in because of a battery drain problem. They assurred me the problem was fixed. they replaced the clock spring, When I went to start my truck 1 week later the battery was dead. I thought it might be the battery so I took it to a local battery place and purchased a new battery, 2 days later the New battery was dead. I called CDJR to get it back into the shop. I was able to make an appointment to bring it back in on DEC 18,2018. Its still there, todays date is Jan 23,2019.During this time I have made several calls to check the status and no one returned my call on several of the messages I left for the service advisor.On one occasion I tried to talk to the Service manager Brian W, but was told to email him at ***I did not do that. So on Jan 2,2019 Service advisor Dee P was to order a cluster and said it would take 10 days to receive it. On the 12th of Jan 2019 I again called for a status report, and again I got the run around and more excuses, words were exchanged. I was told the business that part was coming from had not shipped it yet. In the mean time another employee spoke with me her name is Leilani I believe on Jan 14,2019 and I was assured she would look into it. I called the next day she was busy and did not return my call until Jan 15,2019, we spoke on the 16th and on Jan17,2019 she told me the part had been shipped and should be in by the weekend and installed by Monday Jan21,2019, I have not received a call from anyone yet. I have been made to feel inconsequential, No one should be made to feel this way.The Parts and labor was over $800.00 for the clock spring, the cost of cluster is $1200.00. I was told they would speak to the manager about discounting some of the cost???
Response from complaint yesterday.
In response to the complaint, ID. Ms. did in fact bring her vehicle into our service department on 12/18/18. The nature of the problem her vehicle was experiencing required a process of removing components, leaving test equipment hooked up to the vehicle for long periods of time, and a process of elimination to determine part failure. On January 2, we identified the issue to be an instrument cluster. Unfortunately, due to the age of this vehicle, electronic parts availability was very limited. During this waiting period, the customer was not adequately informed as to status updates. We will certainly handle that *** to insure our communication process is followed by our staff who were involved with this repair. I have spoken with Ms. and confirmed that the part has in fact been received. There are a few additional items Ms. has requested to be performed which will also take place. I am confident that this repair is back on track now that we have the materials to perform and the customers issue will be resolved forthwith.
Dustin P
Fixed Operations Director Renton CDJR 452-276-8605
Complaint: ***
I am rejecting this response because: As of Jan.31, 2019 the dealership provided me with a loaner car but as of today Feb.9, 2019 my vehicle still has not been fixed as far as I know, I have had no contact from CDJR since Jan.31, 2019. As Far as requesting further work, that was a suggestion that the problem might be the horn was disconnected, they might check that to determine if that may be the cause of the drain on the battery.
Sincerely
I contacted Renton CDJR and described a issue with my Jeep Patriot. I had also contacted two places close to a house I'm staying at in Kent, Wa. about this issue. Most common problem is a Throttle body. Controls air flow. Car stalls etc. One place said they could not get to it until after Christmas So I contacted CDJR actually my third auto contact. Robert P said they could do it sooner. That was last Wed. One week ago today, 12-19-18. Robert said he would order the part Thursday and scheduled an install date of Friday 12-21-18 at 9am. So I contacted Tripe A and had my Jeep towed there by 8:30am on last Friday. Robert said he would call me when it's ready and told him I would stay. This was suppose to be a one hour install time. maybe a little more per three tech's including their own. He said it might not be done that day but Saturday for sure. So I was shuttled back to Kent. I called latter that Friday and was assured it would be Saturday 12-22-18. So I called about 10am on Saturday to update and was told by a Cameron that the tech had an emergency and left. And it would 100 per cent be done Monday since they were closed Sunday. So Monday, Christmas Eve Day, I called and spoke to Robert and said he would call me at 1:30pm. He told me the tech never came in at all Saturday which is different from what Cameron told me. So I waited until 1:55 pm. Robert and the tech were both gone and Cameron told me they close in 2 minutes at 2pm. No Jeep. So yesterday was Christmas. I called Robert's direct line *** at 8am left message. At 9am I called the main line 1 424-430-1000. The lady said Robert was there. She then came back to me saying Rob was on another line and would call me back. It's now 12 noon a week ago since my first contact with Robert and it's been four hours and counting. Now he's not returning my calls.
I am in receipt of your notice of December 28, 2018 regarding Mr. ***’s complaint, file #***.
Mr. towed his vehicle into our service department at 9am on Friday, December 21. During that encounter, Mr. was informed that we were experiencing some delays in our shop, and we would be unable to complete the work he was requesting that day. In consideration of this, our service advisor, Robert P, offered a rental vehicle free of charge. Unfortunately, Mr. was unable to provide proof of insurance. My advisor offered to contact his insurance company directly at which point Mr. admitted he did not have current automotive insurance. Our policy requires operators of our rental vehicles to hold current automotive insurance. Mr. was given a shuttle ride home with the expectation that his vehicle would be worked on within the next two days.
Our technician did in fact leave early on Friday, December 21 due to a family emergency. We were, however, able to have the vehicle diagnosis confirmed and parts ordered for the vehicle. In addition to the work Mr. was requesting, our technician noted two oil leaks in the engine which would fall under the vehicle’s powertrain warranty. On December 24, Mr. was advised that those additional repairs would be able to be performed at no charge during the same visit. Additional parts were ordered and received the day after Christmas on December 26. Repairs were completed on the vehicle the same day. Mr. was notified in the late afternoon of December 26. Our courtesy shuttle was dispatched to pick Mr. up at his location and brought to our store to accept delivery of his repaired vehicle.
It is with regret that Mr. feels the communication was lacking during this visit. Our records show that Mr. was contacted each day his vehicle was in our facility, short of Christmas day in which we were closed. We make every effort to keep our customers informed of the repair process and we take with gratitude his feedback as we review and improve our processes.
I tried to reach Mr. personally this afternoon to further discuss and apologize for his dissatisfaction but was unable to reach him at any number on record or provided in this complaint.
It is my belief that Mr.s’ request of having his vehicle repaired at the price quoted has been satisfied. I will continue to reach out to Mr. to gain more clarifying information as to what timelines he was given for the original repair as well as the addition repairs discovered once his vehicle was in our facility.
Sincerely,
Dustin P Fixed Operations Director 425-276-8605 dp***@rentoncdjr.com
Complaint: ***
I am rejecting this response because: They should have told me when I called Thursday or early Friday when I called about any delays. Not when I drop the car off. Emergency ? What was is? Also when I picked the car up there was two $125 charges for $250 plus tax! We all know what the problem was . The throttle body at least needed to be replaced . A one hour quoted job. Put the part in that was already suppose to be ordered for Portland on Wednesday or Thursday to put in on Friday. Get a tech that was there. I did all that could be done to insure it would take place that day. I should have called Triple A to take the car to another auto shop that could preform the job Saturday. The unauthorized over charges are a new thing to the complaint. Yes there was correspondence but it was all excuses , one after another.
Sincerely
We regret that this customer is not satisfied with our service. We explained to the customer the situation as much as possible while respecting the personal privacy of our employee. In automotive repair there can be delays and we did everything within our power to mitigate the inconvenience to the customer. We had offered a free rental car but the customer was unable to accept this convenience without proper proof of insurance. In regards to price, the customer was provided an estimate for repairs in which he approved. The charges on this repair are consistent and appropriate. We have attempted to contact the customer via phone multiple times to no avail. I invite the customer to contact me directly if he would like any of the charges explained.
I was guaranteed to have my Jeep fixed that Friday. I even called there Thursday night before and early Friday before bringing it in. I was not notified about any delays until I had my Jeep towed there. What else was I to do . Everyone knew that the throttle body had to be replaced at least. No tests needed to be done . If it still did not run correctly then maybe tests needed to be done. A one hour maybe hour and a half took five days! I was told the tech had an emergency . Robert told me the tech was not there Saturday while when I called there on Saturday , Cameron said he had to check with the tech. I think they overbook just to get your car in there and deal with any fall out later. After I picked up my Jeep , I was told they run test even if they change a battery. Are you kidding me! What a scam . Now I see how those charges are typical. I'd like to know what the emergency was ? And I'm still not sure how long he was out? I bet if this was Robert's car or some friend the car would have been done. I still don't get how one hour turns into five days.
I contacted them through the Costco program which I have used before which I was thankful for because they tried to convince me that I didn't need to see the Costco Member Price sheet. I insisted. When they finally did they realized they had to lower the price. They kept on telling me that the paperwork was wrong, they were right and I should just sign the incorrect paper work. I knew better so forced them to correct it. Only for them to have me come back to resign the contract because they made a mistake and made me wait over 3 hours lying that it would only be 10 minutes. They don't care about you. They will lie to get your business and once you sign on the dotted line they ignore you.
Sorry for the mishap in the Costco Program, We have a new team and staff that are working to resolve any issues that have come up in the past.
I scheduled and appointment online on a Sunday and I’d not receive any confirmation about the appointment. A few days later I called the dealership and to make sure my appointment was scheduled and I was told “yes , we have it for Saturday at 9am, we will take care of the recall”.
I showed up on Saturday morning at 9 am and was told that it was going to take 2.5 hrs to fix it.
I went back 2.5 hours later and the associate tells me “I’m so sorry but we need to order the parts and we will have them maybe by Wednesday”.
The whole pint of scheduling and appointment and confirming the appointment is to make sure the dealership is ready to take care of the vehicle.
We are sorry for the issue with our appointment schedule, Our management team is working to resolve any Service issues and you can contact our Service Manger direct next time you need anything.
Very unprofessional and use the bait and switch approach. I would never purchase or deal with this dealership again.
Sorry to hear about the issue, please contact our General Manager to resolve the issue.
I had called the company in advance to make sure the car was ready before I made my 2.5 hour drive there. When I arrived I was informed they had lost the keys. The sales associate apologized for wasting my time and said he would make it up to me. I was told I wouldn't have to worry about paperwork fees and that they would wash and wax the car. They still charged me paperwork fees despite being told they would be waved. The next day I drive back and I find out that the car was only rinsed. I asked the sales associate why I had to pay paperwork fees and why the vehicle was only rinsed. The sales associate said he didn't know why this happened and apologized once again. I was told when I pick up my plates he would make sure my car is washed, waxed, detailed, and that they would put on my plates.
I told them that is acceptable even though I wasn't happy about being overcharged. When I arrived today they wouldn't fulfill that promise to me. After overcharging me and not following through with promises made to me as a part if the vehicle purchase I am left with a feeling of being taken advantage of.
This company sold me a vehicle along with free services to make up for their mistakes and now is refusing to do those services. It's a 5 hour round trip going there and home so I really don't appreciate them not following through with the services that I was promised. It's an enormous waste of my time and gas.
Dear ***,
I have reviewed Mr. complaint and file. He purchased a 2015 Honda Civic (***) On June 20, 2018. There is no record of any services owed in this transaction. Mr. signed any received copies of all of the paperwork.
However, we value Mr. as a customer. We are sorry for the loss of time and gasoline expense he had. We are sending him a $75.00 gift card as an apology.
I received a promotional offer in the mail about receiving a $50 (Visa I believe) gift card from this company. The advertisement stated that I would receive it for simply taking one of the Alfa Romeo cars for a test drive. Upon arriving at the dealership on 4/7/18, I was greeted by Greg C who assured me that they would honor the promotion and we went for a drive. Afterwards, he told me that I would have to get it another time after a manager could fulfill the promise since one wasn't around. At that time, I left the promotional offer I received in the mail with him, trusting that he would hold onto it and get back to me when I could pick up my gift card. I wrote Greg an email on 4/11/18 about the gift card to which he never responded. However, several days later he did answer when I called his phone. He told me that I could come by the dealership and speak to his manager Craig who would take care of it. When I stopped by the dealership to get the gift card, the manager Craig told me that I needed to fill out a form online in order to receive it and that the website address was on the piece of paper that I gave to Greg C. Craig gave me a dealer code that I am supposed to be able to redeem for the $50 once I have the right online address for the form. I thought that Greg probably still had the paper or that I would be able to find the address with a Google search online. However, I had no luck in finding it online and after speaking to Greg, he told me he didn't have it anymore and to speak with his manager Craig again. I tried calling Craig on 5/5/18 and spoke to someone who was supposed to transfer me to him. However, I was routed to his voicemail and left a message expressing my frustration about the matter and asking for his attention in resolving it. I never received a call back from him either, so it seems that I am now being ignored.
I am purchasing a $50.00 Visa gift card on my way home tonight. If the customer would please contact me, I will provide him with the card and resolve the complaint. Thank you! Chris BGeneral Manager c***@rentoncdjr.com | O:425-430-1000 | C:*** | F:425-235-0680 www.chryslerjeepdodgeramofrenton.com | www.fiatusaofrenton.com | www.alfaofrenton.com | ***700 S Grady Way | 585 Rainier AVE S Renton, WA 98057
I received the $50 gift card and am now satisfied, so please update the complaint to reflect that.
Thanks!
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