Gengras Chrysler Dodge Jeep

Review: On September 7th my car was sputtering and would not start. Due to the holiday, I contacted Gengras, the dealer that I purchased the car from on September 8th to make a service appointment. I was told that the only available appointment was for September 11th at 9:30 am. I had the car towed in by [redacted] on September 9th. I called and spoke to Rose saying that the car was on it's way from [redacted] to [redacted] and gave her the details of what the issue was. On September 10th I called back to verify that the car was there and to check if any other information was needed from me. I was told that the car was all set and they took down the same information I gave Gengras the day before because 'it did not come up in their computer system' under my name or vehicle. On September 11th, the day of my 9:30 am appointment, I call at 1 pm because I did not receive a call from them telling me what was wrong with the car. I was then told that the 'appointment was missed.' I explained how my car was towed in two days earlier by [redacted] and should be in the lot. I also mentioned that I verified this information with the appointment agent Rose the previous day on September 10th. The service representative told me that they did not receive the car and that she would check the lot and call me back. After 90 minutes without a call, thinking that my car is missing at this point, I left work early to go and check on it since no one was answering the phone. When I arrived my car was in against the wall at the Early Drop Off station, as it should be. I walked in to ask why I was not contacted when someone 'located' my car and was asked by the same sales rep that I spoke to if the keys she had on her desk were mine. They were. I was then pointed toward Chris who would be handling my repair. He stated that my car was not seen and I did not receive a call as to where my car was because they hired new staff in the appointments department who were not properly communicating with the service department, the [redacted] driver did not properly check-in my car (although they did have the keys) and the repairs mechanic did not check the lot for it as he was supposed to do. He then told me that I should have called to verify that it came in, which I did do on the 10th, and was given incorrect information. Chris then repeats that my appointment was missed and they would not be able to tell me if my car would be seen that day the next day on Saturday or any day thereafter because they were booked. I insisted that my car be seen because it was in the lot for the appointment and because of their negligence was not diagnosed for issues. My car was seen and I was told that it needed the spark plugs to be replaced. Chris then informed me that he would not be in the next day but he would leave my repair information and file for Mike, another representative, to look at my car on the 12th. On Saturday September 12th I did not receive a call from Gengras so I called to speak to Mike. He informed me that Chris left no information for him and the mechanic who work on my car the previous day did not feel in any notes as to what he did and did not come into work that same day so no repairs were done on my car on Saturday. On Monday September 14th Chris called me to say that the mechanic ran a diagnostic after replacing the spark plugs and found that there was an issue with the computer in my car or the PMT. I let him know that I called in on Saturday to speak to Mike and I know that no work was done to my car on Saturday. He said that he did not know which day the work was done but insisted that they did work on it, but would not address the fact that he knew he was giving me wrong information the entire time. I let him know that I was having issues with the service I was receiving due to the number of mistakes that had already happened and now I was aware that he was not telling me the truth. He again blamed the misinformation on the mechanic. He then informed me that the part I needed to fix the computer in my car was on national back order and could take anywhere from 2 days to 2 weeks to 2 months to come in and he had no estimation as to how long that might take. At this point Chris informs me that my repair would cost $1,500 but that he would do a price adjustment for $400 because of the inconvenience and said that he noted it on my account paperwork. I requested a loaner vehicle because they had no estimation on when my car would be fixed. I was told that they could help me get a discount off of enterprise but it would still end up being over $300 a week for me to rent a car and I was unable to do that. On September 17th I called to speak to Chris and was told that he was fired and no longer with the company. No one would explain to me why this had happened, but insisted that he no longer worked for them. I was then transferred to a sales representative name Josline who informed me that she would be taking over my repair and would be the service representative I was working with. I informed her of the price adjustment that Chris promised me because of the inconvenience, she did not respond saying that they needed the part to come in and be replaced to discuss it. Between September 14th and September 23rd my car was at Gengras while I waited for the part the mechanic ordered to come in. On September 23rd I called to speak to Josline at 11 a.m. and she returned my call at 5 p.m. saying that they had ordered the wrong part, were going to send it back and reorder the correct part to fix my car. It has now been 10 days that I have been without a car waiting on this repair. On the morning of September 24th Josline calls to let me know that the part for my car came in, was installed and repaired and my car was ready for pickup. The wrong part that they ordered took over 10 days to come in when the correct part for my car took less than 24 hours to be delivered. She then informs me that my car will be over $2,000 as the final repair price. I let her know that this is not the price that Chris quoted to me and it did not include any price adjustments. She said that there was nothing that could be done about that, and implied that she would not honor what I was told by a Gengras employee, and gave me the information for her manager, Dave E[redacted].Desired Settlement: I would like Gengras to honor the price adjustment that their employee, who was representing them, promised me for the inconvenience of having to deal with the many service errors that occurred related to my vehicle, many of which also occurred after I was moved to another service representative.

Business

Response:

When our service manager spoke with the customer after the repairs were completed, we collectively reduced the invoice from the $2000 total down to $1343.92, a total savings of $656.08 on work order number [redacted]. The final outcome was the customer was appreciative that the effort was made to give her the $400 credit and provide a further discount as compensation for the delay. The delay was caused due to the PCM ordering and the wrong part showed up after waiting for a week. The PCM was reordered and the correct number was in stock at the warehouse which was shipped the same day. The incorrect part number which arrived was on backorder from the beginning of the order. In short, the reduction of the invoice was in the amount of $656.08 which the customer was appreciative. .

Review: On June 22, 2011 I entered into an agreement to buy a [redacted] (Vin # [redacted]) ([redacted]) from Gengras [redacted] (Gengras) with salesman [redacted]. Along with the [redacted], I signed a Vehicle Service Contract ([redacted]) from [redacted] which was signed by one of Gengras dealer agents ([redacted] Agreement). My wifes and my understanding at the time I signed the [redacted] Agreement was that the service contract ended in six years (72 Months) or 80,000 miles from the date we purchased the [redacted] from Gengras and that it covered major repairs, like the transmission or engine. The odometer reading at the time of purchase (which is noted on the [redacted] Agreement) was 38,632 miles. My wifes and my understanding was that we were covered for 80,000 miles after the 38,632, meaning the [redacted] Agreement expired at 118,632 miles. Currently, the [redacted] has approximately 89,000 miles on the odometer. I brought the [redacted] in for service on June 24, 2014. After looking at the car and the [redacted] Agreement, I was told on June 26, 2014 that the [redacted] agreement had expired at 80,000 miles and that the cost of my service would be approximately $3,670 for the transmission. I have since taken my car to another service center and had my transmission fixed for $3,934.95 ($3,700 + tax). I believe that the service agreement is still in force. Gengras' reading makes no sense. Such a reading of the [redacted] Agreement makes no sense as it would essentially cut the value of the [redacted] Agreement in half and would treat the temporal term (six years from the date of our purchase) differently from the mileage term (80,000 miles from manufacture). Gengras also told me on a phone call on 7/10/2014 that the service contract does nto cover transmission service and is "wrapper on the warranty." This was not explained to me at time or purchase and the booklet they reference was never shown to me at time of purchase or sent since.Desired Settlement: I requested a refund through three letters but Gengras has refused (though I have not received a letter, I was told on the phone 7/10/2014 that they would not send me a refund). I would like Gengras to honor the service agreement and cover the cost of the transmission repair, refunding the $145.84 it cost me for Gengras' service evaluation and the $3,934.95 it cost me for the transmission repair.

Review: My husband and I visited Gengras to purchase another [redacted] Compass. We own a 2007. Peter J[redacted], was the salesperson who showed us a 2015 [redacted] Compass that they had that met our requests and also was coming with subtantial rebates if we bought it by June 30th. As it was June 27th, time was really limited. We met with a few other people on the 27th and specifically asked how this car was same/different to our compass. WE WERE TOLD THIS [redacted] COMPASS WAS OUR CAR BUT WITH EXTRAS - 4 WHEEL DRIVE AND SUNROOF! We purchased the car on June 29th at 6pm. On June 30th the car was garaged for 6 days while we were at the [redacted]. I drove the car the week of the 7th and questioned a few items. One item was that at the time of purchase there was a chip on the hood that we received permission to have fixed so I needed to call for appointment. I also noticed that I could not view the instruments on the section where the tire and compass should be . I looked at manual and it said these options were now programmable. I took car to the [redacted] weekend of July 10th. I contacted Gengras and spoke to Rose in service about the chip and instrument panel. She looked up my vehicle and somehow did not have record of chip to be fixed, but would check on that and would also help program car when I brought it in. On July 14th, on my way to my office, a "tire" light came on. I called the salesman, Peter and he laughed that I could not program the section that shows all 4 tires, but would help when I brought in car. I called Rose again to see about the chip issue since car now had to come in ASAP for tire. She again knew nothing but would check on it. I brought car on July 14th at 3pm. THIS is the first time that I learned that that section on the dashboard was NOT usable! In fact, neither Peter (salesman), Rose (Service), and the Gengras sales manager (Dave W[redacted]). ALL WERE unaware that the [redacted] compass we bought did NOT have the these features! Dave W[redacted] tried telling me that it was on the window sticker. I got the sticker out of the glove compartment.... it stated tire gauge. He said that is what you have. I conveyed that MY [redacted], not [redacted] or [redacted], has a tire gauge with a picture of all 4 tires .. I USED THIS A LOT WITH MY OLD [redacted]. I OFTEN SINCE 2007 HAVE RECEIVED WARNING LIGHT AND WAS ABLE TO VIEW THAT ONE TIRE WAS OFF BY 1 POUND OR 30! I had 2 small kids and a dog I drove to [redacted] at night by myself often... now I had a kid who because of medical issues needs a bathroom often and a dog that we drive to [redacted] often and at night.. this feature is a very important safety issue! Dave W[redacted] said he would look for another car. I garaged the car from July 14- July 28 (14 days) while they looked. They had one they called me about 6 days in, but then I was told NOT to come in - the vehicle that was delivered for me to see also did NOT have the feature because now they learned that the compass high altitude never has it! SERIOUSLY? THEY ARE DEALERS AND THEY JUST LEARNED THIS, BUT TOLD ME WHATEVER THEY WANTED TO SELL A CAR?!?!??! 14 DAYS LATER, MY HUSBAND AND I WENT IN AND THE CAR THEY HAD NOW HAD TONS OF EXTRAS AND THEY WANTED ANOTHER $4,500 FROM US! I have about 2,000 miles on the car now the tire light has come on 3 times! I have NO way to know how low or which tire is causing the problem. THIS IS SO UNSAFE!Desired Settlement: A [redacted] COMPASS WITH THE FEATURES WE WERE PROMISED! MY 2007 [redacted] PLUS EXTRAS (4 WHEEL DRIVE AND SUNROOF)! THE DASH LIGHT THAT HOUSES THE 4 PICTURE TIRE GAUGE,AND "COMPASS"!

Business

Response:

This customer came in and purchased an ad car that was in the newspaper. It was a one only loss leader vehicle which was properly disclosed to her. After she had the vehicle and drove it for roughly 1000 miles she decided it did not have some of the features that her traded in vehicle had. There was no wrong doing by anyone in our sales department as she never discussed these items. Our sales manager wanted to try and make her happy and offered to take her vehicle in on trade and sell her a more equipped vehicle but she did not want to pay the difference which would have been approximately $4500.00.

Thank you,

Evan N[redacted]

General Manager

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Gengras' sales department was wonderful to work with. My complaint stems from their service department.
In December of 2013, I leased a Dodge Journey for 3 years. My Journey currently has less than 30,000 miles on it. 6 days ago (Sunday), the transmission blew while my husband was driving the car to church, with two of our three children in it. Thankfully he was not going fast and was able to bring the car to a stop without hitting anyone or anything. That night he had the car towed to the Gengras dealership's service center to be diagnosed and repaired. I have several complaints about the way our repair is being handled.
(1) My husband called Gengras for 2.5 hours Monday morning, and left several messages before receiving a response. He notified Gengras about the car and asked for a loaner until the car was fixed. (2)Gengras agreed to give us a loaner, which was a small Dodge Dart. We leased the Journey because it could fit our entire family, which the Dart cannot. Currently, if we have to go somewhere as a family, we must take 2 cars, because they did not give us a loaner similar to our initial car.
(3) My husband was told the car could not be seen on Monday, but that they would try to see it by Tuesday. At the latest, the car would be diagnosed by Wednesday. I received a call from Gengras on Wednesday afternoon stating the car had not been seen, and would not be seen until Friday afternoon. Apparently two of the transmission techs were ill and another was preparing for a family member's funeral. Understanding that these things happen, we tried to be flexible and accepting.
(4) During that call, I was told by Chris (from the service department) that I would receive a call by Friday evening and that the car would definitely be seen by that time to be diagnosed. Not only did I not receive a call, but the car was not seen on Friday.
(5) On Friday, the loaner car suffered a flat tire. When my husband called to ask for a new loaner, he was told flat out 'no'. He spoke again with Chris in the service department. He was told to bring the loaner car in Saturday morning and that the service department would repair the tire immediately. When we went to the service department at 10:15am on Saturday morning we were told that we could not be seen immediately. Instead, we would have to wait for a minimum of 45 minutes before we could be seen.
(6) While waiting for the tire to be fixed, which took 45 minutes once it was seen, we discovered that our original car, the Journey, had still not been diagnosed and was in the same parking spot that we left it on Sunday evening. This is a car that was supposed to be diagnosed by end of business of the previous day.
(7) When I asked the service team when I should expect the car to be diagnosed, I was again reminded that they were short-staffed. I understand this, and understand that things happen. But 6 days without a diagnosis is unacceptable. At no point did any of the service team seem at all concerned that we had waited nearly a week for the car to be diagnosed, much less fixed. All we were told was that they were a very busy service center, and that we could keep the loaner (which does not fit out entire family) for as long as we needed.
(8) When I asked again when the car would be diagnosed, I was originally told that the car would be seen by close of business on Saturday, but the service rep then said that he would 'hopefully' have it diagnosed by Monday at noon. I asked when I would receive a phone call updating me as to the progress of the car and the diagnosis. I was told that Chris would call me by mid-afternoon Monday. I do not trust that Chris will do so, as he was supposed to call me by close of business on Friday.
All in all, our experience with Gengras' service department has been extremely negative. We were planning on purchasing a minimum of 1 car, but perhaps 2, from the dealership this upcoming winter. We no longer plan to do so, and do not plan to use Gengras ever again after our lease ends this year. Gengras' team never appeared at all concerned about our situation, the communication was horrible, and they consistently pushed back the promised dates.