Darcars Chrysler Jeep Dodge of Marlow Heights

At this point we are unable to assist with the customers request. We have guidelines that we have to follow to diagnose the vehicle. The guidelines are required and enforced by Chrysler Corporation. I would suggest that the customer contacts Chrysler Corporate at the number I provided previously. Thank you.

We would need to duplicate this concern in order to proceed with any repairs. If the customer can duplicate the concern with the pedal we can move forward. We would be happy to check the brakes and any other concerns she is having at this time. We just need the customer to come in and show us. Thank you.

Good afternoon, I am having the hard copy pulled and would like to review this. I believe that I have met this customer before and I feel we have pretty good communication. I am willing to offer a discount absolutely. I will reach out to the customer tomorrow if this is okay. Thank you - Jammie...

D[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I have already worked with Vincent B[redacted].  I will work with him again.  But I should not have to repeatedly come to the dealership. This next time will be the 5 in less than two weeks. Especially when everything was diagnosed the first time before they lost that paperwork.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: again as was stated to me by three different members of my warranty company, as well as a copy of all work done shown from them and the transcript online, the diagnostic test, which is $850 was never given to them to be done. Now I've heard from two different people from darcars stating it was given to them, but nowhere does it showIt was. Either the warranty company is lying or the darcars dealer is lying, but either way I don't feel I should be held responsible for something that was a mishap on either parties. If it wasn't covered that's one thing, but for it to be able to be covered and it not be sent to be covered or the warranty company not placing it on heir to be covered is at no fault of mine there for it should not be my responsibility to pay for someone else's mistake. 
Regards,
[redacted]

I came into the dealership to have my 2006 car serviced. A salesman suggested I purchase a vehicle and trade-in my current vehicle as apart of the purchase. We went through the process with me indicating I was in open bankruptcy, meaning it has not been discharged. The salesman with his sales manager and finance officer agreed to move on with the deal. The salesman showed me my credit report and score which indicated open bankruptcy. After such time, the salesman and agreed that my current vehicle was upside down, meaning the loan outweighed the value, and a trade-in would not work. After speaking with the finance officer and sales manager, the deal was continued. At this point, I was told I was approved by finance officer and salesman for a 2015 Chrysler 200 that I signed for and left the dealership with. I was advised by the dealership that I should let my older vehicle be discharged in the bankruptcy.
Several weeks passed by as I enjoyed the vehicle. I received a call from the finance officer's personal cell phone asking for paperwork to indicate my bankruptcy was DISCHARGED. I indicated to him it was not and the only documents I had was the initial filing, a meeting of the creditors documents, and a letter indicating discharge could occur 10 weeks after the meeting of the creditors. I provided this document to the officer via email. He indicated he could not see the document and I physically brought in to the dealership. He made several other contacts from his personal cell phone, as I now know, to not indicate the error to the dealership.
Again, several weeks go pass and I notice I haven't received documents from the lender or my permanent tags. I contacted the dealership and was told I didn't have tags and any information on file regarding the loan. I was given the lender's number. I contacted the lender who stated I did not have a loan and the application was returned to the dealership. I contacted the dealership, its managers, finance manager, finance officer, and salesman. After several calls, irritate conversations, and meetings, I was told that the finance officer lied on my loan application indicating that my bankruptcy was discharged. He tried to cover his b[redacted] by adding additional documentation to the loan application after it was returned to him and never told his superiors or me, the consumer. The dealership accepted this and never looked for any other loans to continue my ownership of the vehicle and simply accepted the error, the lie, and the subsequent denial. I had to return the vehicle after having it for nearly 2 months, lost time at work and other inconveniences. The GM even stated he would longer address me about the issue and would not cover any additional items or fees that came out of this situation.
Now the saga continues, I didn't listen to their advice and kept my older vehicle. On the original date I arrived to the dealership, they diagnosed one issue. They "repaired" it on the day I had to return the 2015 vehicle. They did not re-diagnosis my older vehicle or test the vehicle before returning it to me. The vehicle broke down that same day. I waited 4 hours for a tow the next day, I had to wait another week for a re-diagnosis, and most importantly had to pay with no discount for the service error. I, once again, suffered extreme loss by these event after experiencing the first event.
I went further to complain to the corporate office and J[redacted]h, CEO, however; they did nothing. They didn't offer any kind of attention to the matter or didn't file any complaints or investigation of the matter.
If it wasn't for B[redacted] and Vi[redacted]t, the two service managers I would have nothing positive to say. They went above and beyond to re-diagnosis and check my vehicle to ensure it was properly working and just not inconvenience me any further. They both kept me well-informed and kept my cost down, to the point I received a SMALL portion of my $1000 down payment back. They were great!
The sales side and GM are horrible and violate many privacy and practice regulations and procedures to achieve commission and sales goals. DONT EVER BUY FROM THIS DEALERSHIP OR DEALERSHIP BRAND. FURTHER, ENSURE THAT YOUR SERVICE TECHNICIAN PROPERLY EVALUATES YOUR VEHICLE AND ENSURE THAT THE SERVICE WAS COMPLETE AND PROPER.

Review: I traded a 2013 [redacted] and was advised that I would receive a refund in two weeks of 19,900. The trade in took place on 10-18-2014. It has been almost 4 weeks and haven't received my check. I can't get them to return my phone call. I had to drive back to the dealership to be advised it can take a additonal 4or 5 weeks. This is very unprofessional and not the way to increased vehicles sale. I have something in writing advising I would receive this refund in two weeks. The dealership is now advising that title has to go to Mva and be cleared of any lean obligations opr something of this nature. This is something they knew professionally and could take longer than two weeks. They have the pay off check from bank who financed me BBT and I would like my refund as promised in writing for two weeks. I have been told so many different excuses by Sales Manager Terry F[redacted] and Jose A[redacted] and the list go on.Desired Settlement: I would like my refund check as promised . It almost 4 weeks and they have advise additional 4 weeks.

Business

Response:

Dear [redacted],

Review: My name is [redacted] I am a consumer, my car needed services so I decided to use Darcars Marlow Heights Chrysler location (Check engine light and ESP/traction control lights). I brought my vehicle in for service on June 20, 2014. I was told that as it was afternoon that my vehicle probably would not be seen that day. I was called June 21 and informed that my car would be seen early on Monday June 23 by a technician. After diagnostic tests were run I was told that I needed an ABS module and a possible timing issue. I agreed to allow the service center to complete the ABS module work as I was told this would fix the immediate issue I was having. On Friday June 27 I was contacted and informed that my vehicle was ready for pick-up. Upon arrival I paid $1007.24 for the agreed upon work. Upon driving my vehicle I noticed the check engine and ESP (Traction) control lights were still illuminated. I returned the vehicle to the service center within minutes of leaving the service center. The associate Preston M[redacted] took my keys and reported that someone would call me the next morning. I called the service center the next afternoon to inquire about my vehicle because no one had called me. Mr. M[redacted] said he would call me back in an hour. I received no call and made a call at 3:23 pm to the service center. I was informed that my car was still being diagnosed and that there would be a report on Monday June 30. I inquired about a loaner vehicle and was told that they would not be provided and that I could rent a car. I filed a complaint on the Darcars website and was contacted by Mark the service director who assisted me in getting a rental car on June 30. On today July1 I picked up my vehicle and the same issues that I originally wanted fixed are still persisting. I spoke with Mr. M[redacted] and Mark they informed me that now my PCM is bad and this is why the issue is persisting. I paid to have the issue fixed and I feel I was misled and my vehicle was misdiagnosed. The Marlow Heights location could not help me resolve this issue so I am contacting corporate to see if there is some resolution that can be had, My car had this exact same issue in 2011. It was diagnosed and repaired at a different Darcars location the resolution in that situation was to replace the Short runner valve.Desired Settlement: I would like my vehicle fixed for the issue that I originally required done at a different Darcars location.

Business

Response:

Dear [redacted],

Review: I took my car to darcars jeep dodge and chrysler with the check engine light on they put my car on the diagnostic machine and said the my front 02 sensors need to be replaced they replaced my 02 sensors but my check engine light was still on when I left. So I called them back and they told me to bring the car back so then they told me that my catalytic converter needed to be replaced. They could not fix the car right then because they had to order the parts for the car so I left again to go home after they told me that my car was safe to drive while on my way home my car broke down in the middle of the highway so I had the car towed back to the dealer and they proceeded to tell me that I had put bad gas in my car so I left again and on my way home the car breaks down again this time I have the car at another chrysler shop and the are fixing my car I have a rental car now and what the dealer at the other shop said was wrong with my car was not the problem.Desired Settlement: I want my money back of 328.00 dollars

Business

Response:

Good afternoon,

Review: I purchase a [redacted] I only had it for two weeks before antifreeze start to leak the mechanics at Darcars come to the conclusion that a pot hole of something hit it which I haven't hit anything but because I can't prove if was already damage to the truck before then I have to pay almost 1,700 dollars for this problem this purchase isn't even 30 days old and yet they warranty don't cover it neither does my extended warranty cover it my car has been in the shop since 3/11 it's 3/20 still not fixedDesired Settlement: To not be responsible to pay for something that could have been already in existence before my purchase

Business

Response:

Dear **. [redacted],

Review: I experienced a breakdown in front of my home on 10/30/14, after cleaning out my vehicle for about 35 minutes. While cleaning the vehicle, my interior lights were on and radio. The vehicle would not jump start. My vehicle, 2009 [redacted] truck was towed to Darcars Crysler Jeep Dodge of Marlow Heights on the morning of 10/31/14. On 11/3/14, I was informed by service advisor , Aaron D[redacted], by phone that the diagnostic test and trace showed that there needed to be electrical repair to the main circuit. I agreed and was charged $419.30.

On 12/20/14, I experienced the same breakdown away from home. Prior to breakdown the radio was on in the vehicle for about hour and half. The vehicle would not start. The car would not jump start after three attempts. Battery testing showed low battery. On 12/20/14 vehicle was again towed to Darcars. Service advisor, Chester, was informed by me on 12/22/14 that my vehicle was showing same symptoms as before. Chester stated that it was not possible for my vehicle to be showing same problems as before. No additional follow up from service on 12/22. On 12/23/14, I was informed that the WIN Module needed to be replaced based on diagnostic. I questioned the service advisor as to why the repair was necessary. Chester stated that the diagnostic found the ignition was bad; I was charged $835.39 and picked up car on 12/23/14. I was not provided with a diagnostic report showing what was done with the vehicle. I was told that Darcars could not produce a report because the program was no longer being used. I requested that Chester provide me with a report which he stated would be ready for me on 12/26/14. I have not received a report. I received the part (WIN Module) that was removed from my vehicle as requested.

On 12/26/14, my vehicle again did not start and could not be jump started. Battery replaced in vehicle and would not start. Vehicle was towed to Darcars again on evening of 12/27/14. I spoke with service manager, Vince on afternoon of 12/27/14 and informed him that this was third tow to Darcars with same issue; Vince stated that he would make sure a complete diagnostic would be done to determine the problem.

Spoke with Vince on 12/29, and informed that diagnostic tests were in process. Spoke with Vince and Chester on 12/30 and tests were still in process. Spoke with Vince on morning of 12/31/14, who stated that there was maybe a shortage somewhere but it was not determined where the shortage was located. Vince stated that he did not think there would be a charge for a part but would involve labor but he was not sure overall. I informed Vince that I should not be charged for any additional repairs due to my feeling that my vehicle was not thoroughly diagnosed from the beginning. I inquired with Vince about a loaner vehicle which he stated was not available to me.

Darcars was closed on 1/1/14 for New Year holiday. I contacted Chester on 1/2/14 who informed me that the TiPPING Module needed to be replaced and would be $1300.00 to replace. I informed Chester that I could not comprehend why this problem was not thoroughly diagnosed in the beginning and that I did not feel the other two repairs were necessary at all. I also stated that I should be charged for any additional repairs and is used this issue with Vince on 12/31/14. He stated that I would have to wait until Monday 1/5/14 to speak to Vince about the additional repair/charges.

On 1/2/14 at about 4:00p, spoke with Darcars General Manager, Mr. G[redacted], explaining all of my concerns regarding diagnosis and repair of my vehicle. I informed Mr. G[redacted] that I had been working with Chester and Vince over in service. He stated that he would speak with Bill, service supervisor about my case and would return call to me today. At the writing of this complaint a call has not been returned.Desired Settlement: Repair needed on vehicle be completed without additional charge and refund the difference for the two previous repairs.

Business

Response:

Dear Ms. [redacted],

Review: Today I dropped my car off at Darcarsarlow at 5:00 a.m. I stated on the envelope that my car was making a strange noise when started and a whistling noise while running. I called the service department around 12:40 to check on my car. The service advisor [redacted] said that he started my car and did not hear a noise. I then told him at that point that I did not want the technician to look at my car because if he didn't hear the noise it was no way he would know where to look. I then asked [redacted] to go back outside in an hour and start the car. At that point if he didn't hear the noise just let it sit. When I got there at 4:30 p.m. [redacted] tells me that I owe them $70. I asked him for what especially since I specifically asked that they do not touch it if he didn't hear anything. He said that the tech looked at my car for 30 minutes and he wasn't even sure if he took it for a test drive. So I then asked him what the tech find he said I needed an oil change, wiper blades, etc. of which none of this has anything to do with the original complaint. [redacted] continued to state that he gave me a discount because he was supposed to charge me $136. I disagree.the service was horrible. I even spoke with the General Manager who failed to even reason with me. He immediately took [redacted]'s side and failed to solve my issues. Needless to say I had to pay $70 for nothing. I still don't know what's wrong with my car and I have to find a new dealership. I've had two chargers nd I purchased my car here. The service and treatment was so bad that I'd be willing to drive 100 miles just to not ever deal with these people again. I do not like liars and that service advisor stood there and lied to his manager when he knows that I specifically asked him to not allow the tech to work on my car. I depend on my car to safely transport me and my 1year old son. The fact that they were so concerned about $70 and not really about the issue that I complained about is disappointing and heart breaking. I can't afford to lose money and I feel as though this dealership took advantage of me.Desired Settlement: I would like my $70.09 back and a proper inspection for the issue that consists of a test drive.

Business

Response:

Dear **. [redacted],

Review: Back on January 2013, I bought a brand new 2012 Dodge Challenger SRT from this dealership. At the time of the purchase, by MD law the dealership had to disclose all damage that had been done to the car prior to me purchasing it. The damage disclosure stated that paint work had been done to the left side of the vehicle. Several months later I noticed paint chips on the right side of the car and hood. As a result I took it to my local Dodge dealership to get it fix. They told me to send the car to their paint shop so it could be repaired. But the work was decline due to my car not having factory paint on it. As a result it turned out that my car had been repainted previously on both sides. This was not stated in the agreement when I purchased the car. If I had been given the full disclose, I would had not purchased this car. I tried to contact the dealership but getting in touch with the people there is really difficult. I would leave messages but I could never get a hold of them. I did once by getting someone else to pretend to be a new customer. Also due to the distance I don't want to drive up there just to be told that such person is sick or off on that day.Desired Settlement: I want the dealership to take the car back and refund me for the full purchase price including taxes and fees I paid. They should be more honest and know its not ok to lie in the paperwork.

Business

Response:

Dear **. [redacted],

In reviewing the repair work that DARCARS Chrysler Jeep Dodge of Marlow Heights completed, I have been able to confirm that we did not repair the right side of the vehicle.

If there are paint chips on the right side, that would be either a factory defect or from an impact.

We would be happy to inspect the vehicle and make a determination at that time of what can be done.

Please let me know when **. [redacted] would like to return for an inspection.

Thank you

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Consumer

Response:

Review: [redacted]

Dear **. [redacted],

I am not rejecting nor accepting [redacted] responce. This is due to her not having all the info necessary. As you can see by the attach pictures, there are multiple areas around the car with paint chips. The pictures also show where the car has been previously repainted on both sides. Also by [redacted] inspection it shows that the passenger door has had paint work done previously. I believe that [redacted] didnt get the full repair work. Is there a possibility that the paint work to the right side was not documented?

Due to the distance from my home and dealership; as well as my work schedule it is difficult for me to drive there. But I am willing to return if [redacted] can meet me personally on a Saturday/Sunday? So she can physically inspect the car.

Regards,

Business

Response:

From: [redacted]

Date: Mon, Nov 11, 2013 at 4:33 PM

Subject: RE: case - [redacted]

To: [redacted] <[redacted]>

Good afternoon,

I can have one of our Manager inspect the vehicle on a Saturday between 8 AM and 4 PM, however, Chrysler is not open on Saturday, therefore, we would not be able to provide him with a decision that day.

Please let me know if there is a Saturday that would work for **. [redacted].

Thank you

---------- Forwarded message ----------

From: [redacted]]

Sent: Monday, November 11, 2013 9:57 AM

To: [redacted]

Subject: Fwd: case - [redacted]

Dear **. [redacted],

Thank you for your response to the consumer's rebuttal.

Before I pass your rebuttal on to the consumer, I wanted to bring your attention to the consumer's rebuttal where he expresses a desire for a Saturday or Sunday inspection of his vehicle due to the distance and the difficulty of him travelling on a weekday to get this accomplished. Please review his statements again then let me know if you wanted me to send your response on to him anyway.

Thank you.

---------- Forwarded message ----------

From: [redacted]

Date: Thu, Oct 31, 2013 at 8:41 AM

Subject: case - [redacted]

To: [redacted] <[redacted]>

Dear **. [redacted],

I am happy to schedule a time to have the vehicle inspected by our Service Director as he would be in the best position to determine if the chips are a factory defect.

Please let me know what weekday works best for [redacted]

Thank you

Business

Response:

From: [redacted] <[redacted]>

Date: Mon, Nov 18, 2013 at 5:07 PM

Subject: RE: case - [redacted]

To: [redacted] <[redacted]>

Good evening **. [redacted],

**. [redacted] met with [redacted], Service Director on Saturday. [redacted] explained tha the he found multiple stone chips on the vehicle and this is due to road debris and not a factory defect.

[redacted] found no signs of prior paint work on the right fender. He did not see any tape marks, sand marks or wrench marks on the nuts that attach the fender to the apron. [redacted] asked **. [redacted] to pint out any blemishes and **. [redacted] was unable to.

Please feel free to contact me if you have any further questions.

Thank you.

[redacted]

Vice President, Customer Relations

DARCARS Automotive Group

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