Keffer Chrysler Jeep Dodge & Ram Trucks Reviews (%countItem)
Keffer Chrysler Jeep Dodge & Ram Trucks Rating
Address: 8214 E Independence Blvd, Charlotte, North Carolina, United States, 28227-7777
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+1 (704) 532-6502 |
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www.kefferjeep.com
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Was told my drivers seat broken while in for service. Donnie G refused to fix it.
My car was in for service. After over a week I was told my car was ready but they want to drive it 10 to 15 miles. we get back to pick it up and the drivers seat is not able to mover back and front. They claim an item was wedged under the seat and caused the problem. My wife sent me pictures of the item allegedly under the seat in perfect condition and the cardboard box it was in. As an Automation Engineer I know that it is a physical impossibility for this small aluminum item to cause any damage and also not have a scratch on it. The seat was in perfect condition when I dropped the car off. We left the car there for now. I may go get the car and have it repaired elsewhere.
Obviously I need to be compensated for the cost of repair of the seat.
Customer brought her vehicle in for service X-X-XXXX for an engine concern. The customer had the seat all the way up forward. The service technician had to move the set back to get in the vehicle due to being quite a bit taller then the customer. The seat moved back just fine with no issues. When the vehicle was brought around for the customer the seat was still in the backward position and was not moved forward. The customer paid for the repair and walked out to the vehicle and moved the seat forward and that is when the seat jammed in the full forward position. Keffer CDJR technician and advisor looked at the vehicle trying to help. They found multiple pieces of debris in the seat track that caused the seat to jam and bind in the full forward postion. The customer was pretty much screaming at the employees at Keffer for what happened and blaming them for her seat failure. The director of operations at Keffer came down to tried to resolve the issue, but the customer screamed at him till he had to leave the situation and verbal abuse from the customer. Keffer CJDR was willing to help, but we are not take responsibility for the failure. If the customer would like to have a non-confrontational conversation they can e-mail us.
We would like to get this situation taken care of in a positive manor.
Purchased on 10/22, has been to service department 5 times for HVAC Issue, has still not been resolved. Not received paperwork from visits or admin.
Purchased a CPO 2017 RAM from the dealership on 10/22/19. Truck has been to the service department 5x since, initial visit on 11/1. Initially had only cold air flow and just air flow from floor vents regardless of setting the controls were on. After five trips to service department I am now having just all heat regardless of setting or just cold air regardless of setting, with intermittent control of air flow direction. I have reported the same issue each time, there have been small repairs, and within 3-4 days the issue returns. During colder mornings I have to actually use a towel to clear my wind shield while driving due to no air flow from my defrost vents. (11/1) the thermostat was replaced. (11/4-11/6) one blend door actuator was replaced. (11/11-11/15) the control module for the HVAC controls was replaced. I was also told at this time by service advisor Stanly M that these issues were missed during the CPO inspection(yet the HVAC system met the FCA standards per the CPO paperwork/inspection I was given.(11/21-12/4) Air vents were again blowing out only through the floor board. Service department states they cannot reproduce the issue. I had a cellphone video of the issue the morning I returned the truck on 11/21. I offered it to them and submitted it via their text message service, Chris B stated that since they could not reproduce the symptoms the video did not help. Service had truck for 12 calendar days and state it has was tested 2x a day. I spoke with service advisors Stanly M and Chris B as well as Nancy W(12/2), service manager. 12/2 received a call from Chris B stating that the vehicle was operating normally. At this time I had asked if all the other doors and actuators were checked as I was told previously the short in the control module shorted the blend door and I asked if it could have caused other door issues. I was told all doors "tested out fine." I asked Nancy W to call me b*** as I had questions about what to do if the vehicle demonstrated the issue again and the safety issue of the improper working defrost. Nancy W called me b*** and said she would speak to her Ram Foreman and show the video I had submitted and return my call. She returned my call stating she sat in car and there were no issues. She instructed me that if the problem persists to continue taking videos and to contact herself and a sales manager. She and Chris B both told me my car was ready on 12/2, I said I would not be able to pick up until 12/3. When we arrived we were told that "the truck is still being worked on" by a service associate and would not be available until 12/4. (12/5-12/10) 5th time in service department), the day after picking up the truck, on my first start I was able to reproduce the problem only air flow through floor boards as well as taking cellphone video. I drove straight to dealership where the tech finally ***nowledged the problem. I called Nancy W and left a voicemail per her instructions however never received a call b*** from her. After not hearing from anyone, I contacted the dealership on 12/10 and was told that a "star case" was created and Chrysler had informed them to replace the mode door and actuator(what they had told me was checked off as working previously). I was told I would be mailed and emailed the paper work from this appointment and still have not received any paperwork.8 days later(12/19) my wife and I left for a 12 hr ride home for the holidays to get into a truck with NO HOT AIR. We drove 12 hours in avg temp of 30 degrees with no hot air. I contacted Keffer and Ram Cares as well as a local dealership once getting to our destination.
Additionally I have reached out to Brittany P(title clerk) and Karli B (warranty clerk) 2-4x since purchasing the vehicle for more information regarding their departments and my vehicle.I was told in early November(by Cheryl in administration) that my information was submitted for the title, I contacted NCDOT/DMV(12/06) to find out Keffer had not submitted the information until 12/02/19.I still have not received a call back from either person after more than 6 weeks I should not have to hope for a proper working HVAC when turning my truck on especially when it is a component under the CPO inspection and bumper to bumper warranty. I have contacted FCA US Customer Care Center at this time to help resolve the matter. I no longer live in the area and it is not feasible to return to Keffer service department and will have to use another dealership's service department for the ongoing HVAC issues. I would like in writing from Keffer for my FCA 3 month/3,000 mile bumper to bumper warranty to be converted to a FCA lifetime bumper to bumper warranty for no fee/charge and for Keffer to accept payment for further services toward fixing this HVAC system at the new dealership as the issue clearly is related to my previous 5 visits to Keffer. For the 68 days that I have owned this vehicle, Keffer had it in their possession/service department for 29 calendar days and it is now in another dealerships service department for 12 additional calendar days. Taking away over a month of the 3 month bumper to bumper warranty I had received with the CPO truck. Since owning the vehicle I have not had it for more than 10 calendar days without issue. On top of the frequent trips to the service department and time lost, the lack of adequate customer service from the service department and administration office has made this an extremely aggravating and trying situation. The HVAC system is still not operating correctly after 5 service trips to Keffer and a 6th to a new dealership and needs to be addressed. I would also like to receive the correct paper work from each appointment and department as well.
Keffer Jeep service technicians have worked diligently on trying to correct this customers concerns. Customer has a 90 day full maximum care warranty on the vehicle, it starts from the day he bought the truck. In his story he states he has brought the truck in 5 times. I show 3 repair orders on this concern with arrival dates shown below.
11-01-2019 miles 38,782
11-10-2019 miles 39,026
12-05-2019 miles 39,421
We were able to duplicate the concern each time and corrected it each time to a working status prior to customer picking up. Not sure what else has happened since last pick up of the vehicle. The customer now has the vehicle at another FCA repair shop for further diagnosis.
Service will e-mail all receipts to customer as requested. Customer has been in contact with the Finance department trying to figure the remaining part of his request.
(The consumer indicated he/she DID NOT accept the response from the business.)
If those are the only 3 repairs logged in your system, then the times I was told work was being done on my truck, none occurred or it was never correctly placed into the system. For services rendered from 11/4-11/6 I have a Keffer service invoice stating the Mode 1 door was replaced as well as voicemail and text correspondence from service Advisor Stanly Mack stating the work and testing be done at this time. Keffer had my vehicle from 11/21-12/4 for testing that occurred twice a day, per an invoice I received from my service visit as well as text message correspondence with Service Advisor Chris B as well as voicemails from Chris B and Nancy W. Additionally a loaner/rental agreement for a Jeep Sahara. Picking up my truck on 12/4 I was given a service invoice stating that the testing occurred every day, "Repeated diagnostic process several days in a row, sometimes twice in a day. Could not duplicate issue at any point." It was the next morning 12/5, that I was able to replicate the issue (after two weeks of the service department being unable to replicate the issue) that I brought the truck back for service again as shown in your system for 12/5. I would be more than happy to provide these documents to management for proof. I have yet to receive any receipts from the service department for work performed on 12/05-12/10 visit. I have been in touch with my sales person and she was in touch with finance because when I took my truck to another FCA certified garage there was no information in the system about my truck being CPO or any of my warranty information. The discrepancies between your system documentation and my written receipts, text messages and voicemails is extremely concerning and further demonstrates the poor service I have received during this entire issue. An extended warranty is the only resolution to this problem after two and a half months of the same issue without complete resolution on a CPO vehicle.
The dealership understands the stand point of the customer and the frustration of having to go back and forth to the dealership for the HVAC issue. Each time we repaired the vehicle the concern was operational prior to notifying the customer. There has to be an underlying hidden cause that is not present at the time of repair. The customer took the vehicle to another FCA dealership during the time frame he opened this Revdex.com case. We have not heard anything in regards to a correction on the HVAC issue and if the other dealership was able to find the route cause and correct it.
The customer is asking for a warranty from Keffer Chrysler to provide to him. At this point we feel the customer should take this up with FCA to see if they willing provide him with a warranty at no cost to him. The phone number is ***.
*** Chrysler is will to sell the customer a warranty at dealer cost.
A 5 year 100k FCA Max care warranty
List sales price-$3,975.00
Dealers cost-$2,675.00
A 5 year 100k FCA Add Care warranty
List sales price-$2,660.00
Dealer cost-$1,360.00
If the customer agrees to either of these terms we can build the contract and obtain payment at the store.
(The consumer indicated he/she DID NOT accept the response from the business.)
The truck was "operational" each time it left the dealership, however with the same issue recurring within 3 days, sometimes less, is that really a resolution to the issue? It is the responsibility of the dealerships service department to find the "underlying hidden cause" not the customers. If the dealership did not know how to fix the underlying issue, this should have been communicated and a resolution should have been reached. Five services visits and 29 calendar days in the service department, seems like more than fair time to diagnose this issue.
The denial of 2 of the 5 service trips in the previous response is also a cause for concern and further demonstrates the lack of transparency when dealing with the dealership and service department. After explaining I have the paperwork for those additional visits, the responder has not acknowledged this issue. This service department has clearly been unable to solve the issue and made no effort to ensure customer satisfaction after multiple visits.
The offer for warranty at dealer cost is unacceptable. There have been clear problems throughout the entire process since purchasing this truck that caused not just frustration but time and inconvenience as well. The dealership should accept responsibility to extend the warranty after poor customer service and inability to provide a proper repair over the course of months. Almost the entire time of the original warranty was utilized on one issue that could not be fixed by Keffer service department.
Additionally since this dispute was started with Revdex.com, I still have not received the proper paperwork detailing the final service visit from 12/05-12/10. Again no follow through with the dealership/customer service and service department.
Keffer Chrysler has offered the customer a fair deal on the purchase of an extended warranty he is demanding. We understand the customers frustration, this is a FCA manufacturing issue creating the concern. If the customer would like to continue in trying to obtain a free warranty, FCA customer care will be his best solution. We apologize for the issue and are still will to continue on the diagnosis of the issue if still present. We hope the other dealership was able to determine the route cause of the concern. We will send the customer scanned copies of all his service visits with Keffer Chrysler.
I purchased this certified Pre owned vehicle in February. It has never run correctly and has been back at the dealership for major repairs.
Please see attached documentation
Vehicle purchase 02/21/2019
Model number ***XXXXX
Sales ***
Financed through Regional Acceptance with a payment of $402.00 per month
First problem Date 10-7-19
Second Problem Date 10-17-19 then drove off the lot with the vehicle still leaking and smoking brought it right back to the dealership where they let it run and told us there was no problem
Third Problem Date 11/27/19
Dealership still has the vehicle wanting us to pay for parts and service.
They have been extremely rude and hung up on me twice. We have a warranty and no explanation has been given to us in why this keeps happening or what is even wrong with the vehicle. I've called three times on several occasions with no response on three separate days. I Really do not want to deal with the staff and their uncooperative service any further . Looking to get this resolved as soon as possible .
Please see attached document. I would like to be free and clear of this vehicle at this point I do not feel comfortable driving in a vehicle from this dealership.
FCA is covering the repair and the parts required to complete the repair. The customer has additional parts that need to be replaced that are not covered by FCA factory warranty. Keffer Jeep will goodwill the thermostat to assist the customer. customer will be contacted to agree to the terms.
(The consumer indicated he/she DID NOT accept the response from the business.)
The vehicle was repaired, and picked up on 12/11. However, the following morning 12/12, the vehicle began to running very rough.
I would like to persue a Fair Trade Assist with the help of the Keffer Corporation . I am not comfortable keeping or paying for this vehicle any further. I do not feel it will be a reliable vehicle for my family and I.
Sales department is calling the customer to see if a trade assistance can be arranged.
2016 Jeep Grand Cherokee serviced for a dead battery. The battery & axillary battery were replaced. The car still will not start.
On Oct. 30, 2019, I had to jump start my car for a dead battery. I brought it into Keffer Chrysler Jeep Dodge in Charlotte, NC. They replaced the battery. I brought it home the following day (Oct. 31) and the next morning (Nov. 1), the car was dead again. I called USAA roadside assistance for another jump start and brought the Jeep back. I got a rental car this time from Enterprise, so I could make it to work. On Nov. 2, Keffer service called me and said my car was ready for pick up and that they replaced the axillary battery this time. I brought the Jeep home and the next morning the car was dead again. Since it was a Sunday, I had to wait until Monday morning (Nov. 4) to get a jump start and bring it in for service. I spoke with the service manager, Nancy, and demanded a refund for the axillary battery since that was clearly not the problem and the car was dead again. I have NOT received any refunds for these expenses. I got another rental car from enterprise, so I could get to and from work and waited to hear what the problem was with the vehicle. I received a phone call on Wednesday, Nov. 6, that my Jeep was ready for pick up. I waited to pick it up the next day, Nov. 7, just to be sure it didn't die overnight again. When I arrived on Thursday to pick it up, my parking sensor light was on, on the dashboard saying that my parking sensors weren't available. I pointed this out to the service manager, Nancy, and asked why I was the only person who noticed this, and why I had been notified that the Jeep was ready for pick up and fixed. She gave me a Jeep Wrangler from Keffer to drive, since I had just turned in my rental car, and they said they needed to keep the Jeep overnight. I did not hear from the dealership again, so I called them on Nov. 18 to ask for the status of my Jeep. They told me that the car was still dying overnight and that their foreman was trying to figure out what was draining the battery. The next time I heard from them was on Nov. 25. They called to tell me that they still couldn't figure out what was wrong with my car and if I could contact the dealership that I bought it from for a history. I asked why the manager didn't call them or why they couldn't look up the history and was told, "I'm just doing what I'm told. She said to ask you." I called the dealership that I bought the car from, *** in Mooresville, NC. The sales manager confirmed the history. The car was never in any accidents and had no reports of problems in the past. I would like Keffer Chrysler Jeep Dodge to reimburse me for the expenses related to their untimely service and to contact a Jeep Chrysler engineer if they do not have the mechanics on-hand to properly diagnose the issue and fix it. I've attached all receipts, which total $883.84.
I want a refund for the expenses of the service, for which they still have yet to provide, and for them to finish the job and fix my vehicle.
On the 29th of October 2019 customer *** came into the Express Lane at Keffer CDJR. *** told the consultant Frank that the vehicle had to be jump started and requested to have the battery replaced. Ro # XXXXXX. Keffer CDJR's express lane team replaced the battery as per the customers request. *** picked up the vehicle same day 10-29-2019. Customer *** returned to Keffer CDJR on 11-1-2019 with a no start concern. RO # XXXXXX. Vehicle was diagnosed by a senior technician with a full GR-8 battery test machine. The main battery we replaced tested good. There is an Auxiliary battery that controls the auto-start stop feature in the vehicle failed the test. Keffer CDJR technician replaced the auxiliary battery. After battery replaced retest charging system and all system operating as designed. Keffer CDJR released the vehicle back to the customer 9-2-2019. *** returned to Keffer CDJR on 11-4-2019 stating the vehicle still had to be jump started again. We performed another full GR-8 Charging system test. The GR-8 FCA special tool tests and charged in the vehicle for any draws including the battery, alternator, and all the electrical system in the vehicle. Customer was provided a loaner car so we could keep the vehicle and try and determine what is causing a draw on the vehicle. We let the vehicle sit and on the 2nd day the vehicle battery was drained down and it would not start. Performed another GR-8 test with no signs of a draw at that time. Next day the battery was dead again. So we are aware there is an intermittent draw creating the issue. Since the GR-8 diagnostic tester did not pick up the draw during testing time, we had to revert to the next steps. For the past 2 weeks we have been disconnecting modules and seeing if the draw continues over night. To date we have disconnected the KIN module, the RFH module, the air ride suspension module, removed the fuse to the PCM, removed the fuse to TCM. Each one of these tests was done over night and each time the vehicles battery was dead the following day and sometimes by the 2nd day after. We have not located the route cause yet, but have been working diligently to locate the draw.
As per the customer request to refund her $883 is not agreed upon at this time. The customer just bought this vehicle from *** in *** NC. One option the customer has is to take the vehicle back to her selling dealership and see if they can trade her out of the car or continue to address the problem in house. Asking Keffer to refund her the cost the battery she requested and dead auxiliary battery and diagnosis and towing has not been approved. Keffer CJDR technicians will continue to test till we locate the issue.
purchased the car three months ago, wouldn't give me my license plate after paying taxes, wouldn't return my phone calls, plate reported stolen
I purchased my car three months ago, I paid my property taxes and did everything that was needed. There was a repair issue so I took my car back a week later, while my car was being serviced they lost the temporary tag so I was given a dealer tag. I would call daily to check on my license plate but my calls were never returned. I left numerous voicemails for various people but to no avail. on 10/31/19 I receive a panicked phone call at noon saying do not drive my car but was not given a reason. At 3pm I was called again and they informed me they were under new management, and the dealer tag on my car was reported stolen. So I call the dealership and they keep saying they'll call me back and never do. I finally call the police department to ensure I would not go to jail for the plate on my car. They will not give me my license plate and I do not know what to do because no one will call me back or take ownership of the major mistakes that have been made.
I want the business to call me back and fix the mistakes they have made. They claim excellent service and support but have failed terribly.
Fixed Operations Director from Keffer Chrysler Jeep Dodge Ram has spoken to customer on 11-5-2019 to discuss the concerns. I was informed by the customer the lack of communication from the dealership was primarily the concern that lead to her frustration after the sale with her pre-owned 2011 Audi A4. Keffer Chrysler does not support this behavior from its employees and lack of communication with any customers. The dealership will use this situation as a training tool to build a better customer communication process. Due to the inconvenience and time frame of the events that occurred, Keffer Chrysler has offered to pay a one month car payment as an apology for the dealerships actions.
Customer is sending a copy of the service bill from the Audi dealership for the cost expense paid by the customer for a brake concern. Keffer Managers will review the invoice for any workmanship errors performed by our technical staff. After review if any corrections made were due to Keffer technicians, the customer will be refunded the cost of the repairs associated with a workmanship error.
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response of the dealership. While I will not buy a car from them again, I felt after I submitted my complaint action was finally take and an apology was given to me.
Spoke to a gentleman names Myles - very disrespectful - he even CUSSED at me and LIED to me - both of which I have saved in text message pics if I could attach - I am contacting the Revdex.com, Joe M directly and leaving every review possible - I am truly astonished and dumbfounded. This guy is very UNPROFESSIONAL - DO NOT GO HERE!!!!
company never filed or obtain the necessary paper work to register the car.
I purchased the car on 8-19-2019 and the temparay tags expsiper on 9-19-19. on 9-13-19 keffer jeep said I have to porvided the required paperwork. I was never informed of any additional paperwork needed. when I called *** on 9-19-19 he called me an *** and threaten to hang up on me. so now I have a car I am paying for and can not us because keffer jeep did not do their job.
that Keffer jeep does not with hold information needed to complete paperwork.
I have spoken to the customer on behalf of Keffer Chrysler Jeep Dodge Ram. *** has completed his portion of items that needed to be taken care of in California and overnighted the needed documents to the dealership for the title clerk. I told him I an going to the mail room to check for the package and make sure the title clerk receives the documents. Once I speak with her I will call *** back and let him know how we can move forward with the remainder of this DMV process.
(The consumer indicated he/she ACCEPTED the response from the business.)
Someone forged my signature on a lease contract.
I leased a 2016 Jeep Cherokee Laredo from Keffer Jeep on 8/31/16. It was a 36 month lease with a residual value of $15,429 and a monthly lease payment of $315.91. The lease was financed by Chrysler Capital. In August 2019, I contact Chrysler Capital about purchasing the vehicle for $15,429. I was informed that the contract that Chrysler Capital had on file had a residual price of $16,718. I was informed that the contract I signed was rejected and the Keffer Jeep submitted two additional lease contract before the last contract was accepted with the residual value of $16,718. I informed Chrysler Capital that I did not sign the lease contract that they had on file and requested they send me a copy of it. Upon receipt, I examine and concluded that my signature was forged on the new contract. Chrysler Capital insisted that the contract they have on file is valid and that any allegation of forgery would have to be addresses with Keffer Jeep. I request that they sell me the vehicle for $15,429 or I will return the car without paying the last payment - since we don't have a valid lease contract - and without paying the lease turn in fee. When I called Keffer Jeep they informed me that all of the folks in Finance that worked on my contract in 2016 were no longer employed by Keffer. Keffer sent my back to Chrysler Capital to try to amicably resolve the issue. After receiving the run around, I returned the car to Keffer Jeep on 8/27/19
Refund the delta in lease payments I made as a result of an invalid contract with a lower residual value, waive the lease turn-in fee, waive any wear and tear fees and waive the final lease payment since I didn't have a valid lease contract. I research my experience with Keffer Jeep online. They are several folks reporting the same issue of forged signatures on lease contracts.
I have requested a copy of the lease contract that the customer is stating is on file with Chrysler Capital to compare to the records I have pulled here at Keffer Jeep. I would like to sit down and look at everything with the customer to resolve all concerns once I have all the paperwork. My contact information is Shaun S GM cell ***.I will send a update message once I have all necessary information available. Thank you
My car has been at Keffler for 28 days now everyday I call the service department and also the sale manager and they keep telling me they have fix my car and always come up with a bigger price to pay after 26 days I came up there to see what what's done and to also get my parts they didn't use because the parts was about to expire as soon as I get to my car it haven't been work on the same parts from 2006 is still on my car and my part that I bought for them to replace is white the old parts is pink they still trying to charge me over 700$ for them doing nothing and my car is still there I try to talk to the ceo but he feels to important to talk to me
Product_Or_Service: Dodge Charger
Not applicable I would like my car fix and to a run a around to take my money
To whom it may concern,
Keffer Chrysler Jeep Dodge & Ram's response to Mrs. concern on her 2006 Chrysler 300 in the shop waiting on approval. The vehicle was brought to Keffer Chrysler on July 31st 2019 1:27pm with a gear shifter concern. Mrs. arrived and spoke to a service consultant Robert B and told him to replace the shift interlock kit due to an apparent failure. The customer did not want the issues properly diagnosed by our certified trained Chrysler technician's. Service Consultant Robert wrote the repair order and documented that Mrs. did not want the vehicle diagnosed and to replaced the provided parts she brought to Keffer with the understanding if the parts installed did not correct the concern Keffer Chrysler was not responsible. After the installation of the shift interlock kit, there were still issues with the vehicle shifting. The technician at Keffer went above and beyond to help the customer and go forward with additional inspections to see if there were other seen issues. We found the shifter cable was broken and needs replacement. Service consultant called the customer and explained the situation. Customer went out and bought her own shifter cable and supplied to Robert B for installation. The shifter cable Mrs. provided was incorrect. Customer was advised and agreed to purchase the proper cable from the dealership. Service technician removed the broken cable and installed the new cable. The vehicle is not shifting properly with other related issues still occurring. The customer was advised and has declined any other diagnosis and or repairs at this time. Keffer Chrysler has gone above and beyond to help Mrs. fix her vehicle. Keffer Chrysler is not responsible for this concern when the customer did not want the vehicle diagnosed by Keffer.
Bought a brand new 2019 Dodge Ram truck on 5/17/19. After having it home for a few days found some defects and took it back to the dealership.
We bought a new 2019 Dodge Ram 1500 Truck on May 17, 2019.
On May 29, 2019, my husband returned our truck to Keffer Dodge, 8214 E. Independence Blvd., Charlotte, NC 28227, 704-531-1050 for repairs to the following items that we found after being home for a few days:
1. Carpet had 2 places that were either patched or maybe glue had been dropped.
2. Rubber seal around driver's door was coming loose
3. Cord at tailgate that houses the electronics was not properly installed and coming loose
4. Steering wheel had 2 gouges in the back side
5. The driver's seat was already collapsing and causing pleats on the side and threads breaking loose on driver's seat back cushion.
My husband took the truck to the salesman we bought the truck from, Willie H, and he advised my husband to take it to the Service Department to have them look at it. They told him they'd have to figure out who was going to pay for the repair, Service Department or the Manufacturer. Since this was a brand-new vehicle under warranty this was a conversation that should have never taken place with the owner of the vehicle. They should have just ordered the parts and made an appointment for us to return the vehicle for repairs. The Service Tech said it would be three days for the parts to arrive and they'd be in touch. After hearing nothing for a week, my husband went back to Keffer Dodge on June 5, 2019.
On June 5, 2019 we talked with Willie H (Salesman), Robbie W (Lane Manager), and Shaun S (General Manager). Robbie W took the information about the vehicle (and pictures) and said he would order the parts. Mr. Wilson said the parts should arrive by Saturday, June 8 and he would call us. He did not.
On June 11, 2019 we still hadn't heard anything from Robbie about whether the parts had arrived and couldn't get in touch with him because his phone mailbox was full. Finally, we went back to Keffer Dodge. There we found out all the parts were in and could be installed, except for one (the steering wheel) that was to arrive on Thursday, June 13 and we set up an appointment and took our vehicle in to have all the repairs made.
On June 11, 2019, we also talked to Larry S, the Fixed Operations Director to make him aware of all these problems and how difficult it had been getting satisfaction from anyone for this brand-new vehicle.
On June 13, 2019, we gave Keffer Dodge our vehicle to make repairs. On Monday, June 17, 2019 we made a customer service complaint to the Dodge home office. While on the phone with their representative (Yash) called Keffer Dodge to find out the status of our vehicle. Mike in Service told us and Yash that he: "just called us to tell us our vehicle was ready". My husband told him that he had not received a call or missed a call. Mike said, "I thought I called you". Nevertheless, we went to Keffer Dodge to pick up our vehicle at 2pm on June 17 and it was not ready. We waited for an hour and it was still not ready. We finally came home. About 45 minutes after being home, Willie the Sales Rep called and said the seat for the truck had arrived and they would need our truck until Wednesday or Thursday, June 19 or 20th to install it.
On 6/22/19 we went to pick up our truck and after inspection we found 2 scraps to the door panel on the passenger side caused by Dodge people. They are having to fix that now. They still have our vehicle.
We feel like after everything they've done to this truck we no longer have a NEW vehicle. It feels like an used/refurbished vehicle. If this vehicle had gone through their quality control at their manufacturer this would have been caught and we wouldn't have experienced this. If the dealership would have properly detailed the truck before we drove it off the lot, we wouldn't have experienced this. There are 2 missed opportunities on the part of the Dodge/Keffer folks so that we would never have had to experience these inconveniences in our time and emotional distress. We have tried to contact everyone within the dealership including the owner and have never heard from him. We have also made 2 complaints with Dodge customer service. The case numbers are: *** and ***.
All repairs requested have been made to the Customers vehicle and was detailed prior to return to the customer. A complimentary loaner truck was provided during the repair process. To our knowledge the customer was completely satisfied upon receiving his truck on last visit. If any additional concerns need any attention we would be happy to address at customer convenience.
AC check, Diag fee 139.95. verified concerns lines leaking repaired and verified proper operation. Still not working
5/21/19 2005 Pt Cruiser taken in with multiple engine lights on. Charged for 3 Diagnosis fees? I agreed with repairs but also had *** warranty after checking with them they would not cover anything so I said fix it. Oil pressure switch, ABS sensor, AC not blowing cold, after check AC lines leaking. I also said engine had a loss of power. so after fixing or saying fixed all other work. Your Turbo needs replaced. All numbers for car Shield were given at time of car taken in. Again *** finds reason why they will not cover it. After talking with *** they said they would not cover but agreed with price matching of parts. Neither company could get story straight *** saying Keffer will not allow parts to be shipped in, Keffer said that's a lie. so round and round we go. They want good faith money to make repairs so I gave them 1095.00 dollars for above repairs. Turbo next another 3014.23 to be paid when I get car. They have my car for weeks all total almost 3 weeks. Why waiting on parts, same excuse over and over, can't get in touch with ***. After waiting 10 plus days they never did do the price match because we already ordered the part and can't return it. Not true people return items everyday to stores, they say we would stuck with the part and we can't do that. So again I get no help for Keffer until they say we'll take off from the retail cost which was very little considering the cost of the bill. Over 3000.00 dollars for the repair. Pissed from getting no help, not getting thru to speak to anyone or constantly getting voice mail, then waiting almost 3 weeks to get the car. I paid the remainder of the bill after already giving them 1095.00 for other repairs. So after a 4100.00 dollar bill. I get the car ride out front of showroom and leave the car running with AC on to see if it get cold or not, it did not so I went back in Oh it was working a hour ago. That repair had been done for 10 days so I doubt if it was checked again. We'll take it back in and check it. Almost 3 weeks and car is not completed, pitiful. I wait over a hour again and he comes back out and says it will take a while. Again getting pissed over excuses I tell him I'm not giving you anymore money on this car, his response only if we find something else wrong. Why would you find something else after I paid 140.00 for the check to begin with. Don't yell in front of the customers or cuss. Why should I pay for anything else when that was what you found wrong. Now he's pissed so I just go get your car, I said no fix the damn thing I paid for it. He walked back and got the car brought it around and told me I had 3 minutes to get off the lot. They didn't do their job and it took almost 3 weeks with me not having a car. Car was picked up on 6-8-19 not completed and AC still not working but the throw me off the lot because I spoke the truth. It wasn't me who didn't perform their job correctly. One excuse after another then mad because they get called out on it. I have receipts totaling over 10.000 dollars in repairs to this car. Someone in this company is making a lot of money overcharging customers and making excuses on why they can't do it right. This is a used car now I get it but I paid 28,000 new for it and it's been a nightmare. follow thru on your work make it all correct before pissing off your next customer.
Just to make the repairs that I paid 140.00 for the diagnosis AC lines is what you said was wrong, I was told compressor etc all good just lines leaking. That cost was to also allow for up to 2 lbs of freon and dye but I see 2 charges for both of those why? I want the AC fixed properly since you found nothing else wrong but the lines. Pissed off because I called them out on it so wanting me to pay addional which I said I would not do. Just dreaming up new charges. I think you made enough money on me already with over 2000.00 in labor only. I guess because the car was not new it was never brought up about a loaner, it was new once. Like I said I paid to have it fixed and Keffer told me what the problem was so fix it. Again thrown off the lot because I caught them in a lie and told them so.
Customer was upset that Aftermarket extended Warranty company would not cover repairs. The staff at Keffer Chrysler, to include and advisor, lane manager and myself, stayed in constant communication with customer. After latest update on June 6 he showed up on June 8th demanding his car. The Turbo had just finished being installed and had not been test driven or Quality Controlled, but Customer demanded car using foul language repeatedly in front of women and children in our waiting room. One a/c line that was found leaking was replaced and then an additional leak occurred from another original 16 year old a/c line and was approved to be replaced by customer. The A/c was blowing cold when it came out of shop. After repeated attempts to offer assistance, the customer would not stop screaming obscenities. At this point Keffer Chrysler is still willing to diagnose the customer A/C concern if he agrees to be civil and not scream obscenities in our facility.
(The consumer indicated he/she DID NOT accept the response from the business.)
First let me respond to the constant contact. During these almost 3 weeks they had my car I was in contact over and over again with both the Warranty company ***, and Keefer and most days calling Keefer I would have to leave messages or call again going thru the front trying to get someone. Somedays waiting until following day to finally get my call back or spending time trying to get someone to answer the phone. The conversion with Robert was my car would be ready to pick up so the following day I arrive to get my car. More excuses and more waiting. So many excuses over and over as to why the car is not done. They had more then ample time to finish my car, all of the other repairs were done almost a week or better before the Turbo was started. I paid 139.95 for Diag.fee which include up to 2 lbs of Freon and dye. My paper says both lines were leaking and needed repair, I agreed with the repair. Now Keefer says 1 line was repaired then another found later, no both were found leaking that's why the dye was done. My car in other shops added Freon and it just leaked out after one full day. So the AC and other repairs were done weeks prior to the Turbo. They didn't do the 2nd line until much later so the car sat for better then a week before even starting on the Turbo. My guess is nothing was Quality controlled checked after it was done or they would have known after a day or 2 the AC was still not blowing cold and then fixed properly but not that did not happen. So after almost 2 weeks the things I already paid for 1095.00 were actually not completed and it just sat with them over and over again saying they were waiting on parts or we got one but not the other. They finally begin work on Turbo and I finally received that phone call your car will be ready tomorrow. Again if not completed why call me and say it is. Quality control should happen on each part as it is completed. Just common sense to me. Nothing or only part was checked before I got the car. Regarding demanding my car. Why tell a person it's ready and it not be done. Again Keefer had the car almost 3 weeks and unable to do the job properly and when I point out the AC doesn't work any better then when I brought it in. Tell me it might be this or that. He said it could be a sharder value if spelt correctly, well that was one of the lines that was to be replaced. They take the car back again at that point I'm mad for waiting 3 weeks for them to finish the work, then have to take it back in, then come back out after over a hour wait to tell me you might need to leave the car so we can check it to see what's wrong really. Getting madder only to have him tell me it's not ready and for me to leave it, Hell no I've waited long enough, I also said I'm not paying anymore money for any addition repairs that you may dream up. 4100.00 repair and still trying to get more. You only have to pay for any addition work not what you already paid for. That's crap because you did your 139.99 Diag. check and charged a addition 10.95 for Refrigant and 7.85 for dye which were to be included in the Diag. check. I was told everything else with the AC is fine, after that check which is why I said fix it. Now wanting to again dream up something else after being told all was ok except the 2 lines. I paid what they wanted and didn't get what they said was done. In front or close to his customers as we had walked inside the door he said what do you want me to do, I said fix the *** car it's been paid for. He walked away from me in the shop and brought car around and told me I had 3 minutes to leave or they would have me removed. As far as still willing to diagnose the problem if I act as you think I should, how about fixing the car correctly and apologize to me and make the car right and tell your customers the truth. Again you are trying to get me to pay for a new repair when You already fixed what you said was wrong. Quality control should have been done when the car was fixed, the Turbo alone was over 3000.00 and you don't check your work. Also when trying to get a Mgr or owner on the phone they would not help me or give me a number. Twice I was hung up on while trying to get someone. Called Corporate and was told the dealerships are owned and not operated by chrysler so we won't do anything.
Spoke with customer and told him I would get with all parties involved and to come up with a solution. I told him that will reach back out before the end of business with a resolution. I called the customer back and left a message. I explained on the message that we would like the customer to go to an A/C specialist of his choosing and have the vehicle diagnosed and allow us to the opportunity to either pay for the issue or ability to compare. Customer called me back and I explained we two options which would be to have him take it to another shop of his choice or we could also look at numbers and give him the ability to trade out of his current vehicle at our employee pricing. The customer would like to continue working with us on his repairs so he would like to know an estimated time frame on being about to get the vehicle back in, repaired, and back to him. I will follow back up with the customer tomorrow during business hours. He told me if I can not reach him to simply leave a message and he will call me back when he gets a chance.
Car called for recall of airbag system. Took it in for repairs.
Repaired airbag issue (supposedly) and after being serviced, airbag light was on constantly. Took it back to Keffer and they indicated that because my wife "put her purse under the seat," (not true) that the harness was broken. Could repair it for $500. Took it to another Chrysler dealer who fixed it for nothing indicating the harness was not plugged in at time of repair.
No settlement required. Had dealings with Keffer at another time for car inspection; indicated $2500 repairs necessary before approving inspection. Took it to another inspection site and car passed; no issues!!! It seems that everytime there is an issue with the car, Keffer always can fix it for exorbitant prices!
I have tried calling the customer on both phone numbers provided. I have left messages for the customer to give me a call so that I can hear directly from them on any issues. I will try calling again within a could hours and follow up with an email.
(The consumer indicated he/she ACCEPTED the response from the business.)
Credit check ran without my authorization
April 26 2019 was told a finance guy did it but given no name
I was at this dealership April 26, 2019 while dealing my salesmans name is Pierre and while awaiting for numbers to be shown to me so I could see where the deal was at I got an alert from credit karma stating my credit was pulled this was done completely without my consent and consent
Please, allow this letter to respond to Mr. complaint dated 4/29/2019.
On April 26 2019 Mr. visited Keffer CJDR with the intention to purchase a vehicle. While at our dealership Mr. was asked by our salesperson to provide necessary personal information about himself including his SS number. Mr. did provide this information to his salesperson for the purpose to determine the APR he would qualify for. Unfortunately we were not able to agree on the financials for his deal and Mr. did not purchase.
Based on conversations with the employees involved with attending to Mr. he was fully aware our dealership was going to run his credit with the intentions of selling him a car. Additionally I have taken this opportunity to retrain our employees to avoid this type of misunderstanding in the future. It is our goal to keep Mr. as a valued customer and would apricate the opportunity. Thanks in advance for your time and understanding to the above.
Joe C
Keffer CJDR
(The consumer indicated he/she DID NOT accept the response from the business.)
This conversation never happened and I have messages proving it did not I never signed a single thing nor did I give my information to anyone there to run my credit at all I was informed while talking to Pierre and Kevin in used sales that it was the finance guys fault and they used information previously in the system from my last purchased vehicle I did not authorize a credit check at all and I find it sad that the salesman and the used car manager tell me it was finance that messed up and now this person I never spoke with Is saying different
I am Shaun S the General Manager with Keffer Jeep and spoke with Mr. today. He expressed his concerns with his unauthorized inquires. Since there was a misunderstanding, I committed to him that I will send a letter on his behalf to our CRM system to have the unauthorized inquires removed as well provide a privacy cover to the vehicle that he purchased prior to his current experience. He assured me if these issues are corrected he will be satisfied and we can continue our relationship.
(The consumer indicated he/she ACCEPTED the response from the business.)
Purchased new vehicle Dec. 2017. Vehicle started shutting off while driving. Contacted dealership several times - no response from anyone
I purchased a 2018 Jeep Cherokee from salesman, Myles, at Keffer Chrysler December 2017. Vehicle started shutting off around Nov/Dec 2018 at the 16000 mark. I spoke to Myles about this and he said he would have a manager call me - no one called. I called to speak to a manager only to be forced to leave messages. No one ever called back. I tried several times to call Myles, only to be met with the voicemail and no return calls.
I am currently dealing with the issue of my car shutting off while driving. This has happened at least 3 times and has been reported to the Jeep dealership who has opened a Stars case in regards to me issue (# ***). Another dealership (***) has been working on the vehicle, however, they are simply changing the oil/added oil to the vehicle. This vehicle is completely unsafe to drive as it shuts down, without warning, while I am driving. The last time, which was 04/16, I was almost in several accidents. According to ***, Jeep has had issue with my type of engine and have no idea of how to fix it without either replacing the engine or replacing the entire vehicle. When the car shuts down, I am unable to operate anything in the vehicle (steering wheel, etc.) I DO NOT feel safe in this vehicle as I am still forced to drive in and bring it back for oil consumption tests.
Keffer Jeep rolled out the red carpet when I was looking to buy the vehicle, but once I signed on the dotted line, that was it. Even in regards to other issues with this vehicle, it was met with either rudeness or half completing of the issue (when I purchased the car, had issues with them providing me with agreed upon moderations to the vehicle) or no response at all. With the current issues, I do not feel safe with this vehicle and I do not know what to do in regards to getting rid of it. I purchased this vehicle brand new so that I would not have to deal with issues such as this. Keffer sold me the vehicle and refuses to assist in resolving the issue at hand. I feel terrible doing this but as a consumer, I feel as though I was sold a lemon.
VIN #:
Because of the dangers of the car shutting off while driving, I do not feel safe in this vehicle. I would like for them to replace this vehicle with a different vehicle with a different style of motor. Per the dealership, Jeep has been having issues with my engine type and does not know how to fix them without either replacing the engine or car. I feel like my life is at stake every time I drive this car, and since I purchase this from Keffer, they should provide me with a car that is safe to drive. I am paying almost $500 a month for a car that I can not drive with peace of mind because I do not know when/where it will shut off.
I, Larry S, Fixed Operations Director w/ Keffer CDJR, have offered to provide Customer with a loaner car at no charge and bring car From *** to our Dealership in *** Then would request a new engine to be installed Under the Manufacturers Warranty and also no charge to her. She has declined that offer and is requesting her 2018 Jeep Cherokee be replaced with a New Jeep Wrangler. I have submitted request to corporate and to our sales staff and will follow up tomorrow with latest update from both parties.
(The consumer indicated he/she DID NOT accept the response from the business.)
I explained to Larry that because of the severity of the issue with the car, I no longer feel comfortable in driving the car as a dealership (not Keffer) has been working on the issue. I requested the assistance in getting a new, different vehicle and he responded that he would contact his managers and the Jeep corporation to see what could be done with assisting with the new vehicle. The way it is described is not how it seems--I expressed not feeling safe in the vehicle, regardless of what/how they fix it, I asked about assisting getting in another car and he said he would look into it.
(The consumer indicated he/she DID NOT accept the response from the business.)
It is 04/23 and I have not heard anything from the dealership other than "I'm working on it" or "we are working on it" - Spoke to the general manager (phone), a sales representative (text) and Larry (text/phone). I expressed to both the general manager and Larry that if this is not cleared up by 04/24, I will need a loaner car as I have death in the family and need to travel with reliable transportation. As of this moment (04/23 at 5:52 est), I am still waiting back to here from the dealership in regards to a deal or a loaner. :(
The consumer has dropped off vehicle with the dealership, Keffer CDJR of ***, as of 4/24/2019. We have provided a loaner car, at no charge, and will be working with the manufacturer tomorrow for a resolution plan. Advised consumer will have update by Monday April 29th, 2019.
The vehicle that I purchased had multiple repair issues and safety problems, and the vehicle can ot be used for for long periods due to break down.
weeks after I purchased it my F-150 pick up the engine light came on, and I could clearly smell anti freeze cooloant and the engine felt like it was missing and there was a dropping feel to the steeering.. the sound happened when the vehicle stopped atake offs.
I returned to Keffer Crysler and they had me take the vehicle to Town and Country Ford on Independance Blvd. Town and Coutry diagnosed the truck with the following issues and cost:
Power Train Module $1,517.02
Spark plugs $387.39
Driveshaft Slip Yoke $179.95
Fuse Relocation Kit $182.36
Water Pump $481.00
Degas Bottle and hose $520.93
(2)L/R Stop bulbs $54.93
I was told the vehicle was purchased as is by Justin the General Manager, he said due to the fact I just purchased and had the vehicle for less than 2 weeks, he would authorize the repair for the Power Train Control Module and the Spark Plugs and I would be responsible for the rest. Keffer did provide me with a loaner for a week to tow my trailer, and 2 other replacement trucks, but I was unable to use for towing due to the lack of trailer brakes on the loaner trucks. My F-150 was in the repair facility at Town and Coutry Ford for more than 3 weeks. The inconvience has been extremly difficult to endure.
Purchased on 11/27/2018 financed $14,635
Traded a 2008 GMC Sierra pick up $2,500
Finacance manager: Jorgen M
Sales Person: Will C
Finance Company: Capital One Auto Finance
my account number: XXXXXXXXXXXXX
I dropped the truck off at Town and Country on Dec 15, 2018 at 12:38. and I picked it up on
Jan 14, 2019.
I would like Keffer Crysler to repair or replace this vehicle I was told this vehicle was in good working condition when I bought it, it was not. Town and Country had informed me that the vehicle issuse were due to neglect and wasn't something that just all the sudden broke down.
Mr. bought a vehicle from us that was As Is. He was offered and extended warranty at the time of purchase that he declined. After he had his issues with the truck, we provided him transportation, and made the arrangements to have his vehicle brought over to the Ford dealership to have it diagnosed. We then covered over half of the cost associated with the repair, when we had no obligation to do so. Mr *** then called back and wanted to add the extended warranty into the financing that was declined previously, and we are not able to do so. I explained that to Mr ***. We helped him with the cost of repair to keep a happy customer, with that being said, he had an opportunity to have his truck covered upfront so he has some culpability as well which is why he still has a financial obligation as well
(The consumer indicated he/she DID NOT accept the response from the business.)
The extended warranty was suggested by Justin M. at Kessler and I agreed if they were so inclined to add the warranty. I have the voice mails from Kessler that I kept because they showed intent from Kessler to repair the vehicle to an operational condition.
This vehicle was not in a satisfactory condition when sold by Kessler and did not meet the expectations of a Certified used car nor did it meet the level a person would expect of a reputable dealership.
Kesser sold a vehicle that needed immediate service work and should not have been available for purchase until the issues have been addressed.
When I purchased this vehicle with the responsible expectations of a motor vehicle that meets operational and ssfety safety concerns meet before the sale. I did not purchase a vehicle that I would of imagined was not 100 % safe or operational.
The vehicle in question was not certified. The vehicle in question was a 2011 F-150 with 109k on it. Mr. signed paperwork with an understanding that the truck was sold as is. We attempted to help with the costs, only to keep Mr. satisfied. We had no obligation to contribute the funds we did, or provide him the alternate transportation we gave at 0 cost to Mr.
Dealer replaced a my broken wheel with a so-claimed brand new wheel. When I brought the car home I noticed the new rim was bent and cracked.
On 1/3/2019 my wife has brought my 2016 Dodge Dart to get the damaged front driver-side wheel replaced. When I came home I noticed that the new wheel was bent and cracked, as well. I have tried to work with the dealership however they deemed that we managed to damage the wheel after she left the dealership and would not offr a refund or replacement.
I'd like dealership to take ownership and offer me either a full refund or replacement for the broken part.
I, Nancy W, Service Director, spoke with the customer in person and inspected the wheel with Mr.. I advised him that when his wife was in for the replacement of the rim that she did request to have the technician show her the rim. The technician inspected the rim with Mrs. prior to her leaving the dealership and there was no crack or bend in the new rim. When I inspected the rim with Mr., I showed him a new mark on the tire which indicates a new impact after Mrs. left the dealership. I did offer to split the cost of another rim with Mr. due to the unfortunate circumstance of it happening just after leaving Service. He did accept the offer.
We took our daughters Jeep to Keffer Jeep 8/22/2018. We've taken it back multiple times to still have the car not starting properly. They have $500.
On August 22nd, our daughter had to drop her Jeep off because she was having problems with the car turning over/starting. The car was returned to her on August 23rd.
I received a service text from Nate thanking us for allowing them to service the car. I replied back on August 25th, we had a big problem, she was still having the same problem with the car. The car was dropped off on 8/26 @ about 5:30.
I received another service text from Nate on August 27th. I replied back on August 27th stating that we had a big problem still, we had problems ALL day Saturday with the car not turning over/starting.
The car was picked up on the 28th (from it being dropped off again on August 26th). We continued to have the same problem with the car with them telling us that they weren't getting any "CODES" on the car. Between August 28th and September 12th our calls stopped being returned.
My husband and I were out of town September 12th- 17th. My daughter told us while we were out of town, that no one had called her back, nor had my call been returned. I called the dealership while we were out of town and asked for the levels of management and the owners name. Nate finally decided to give us a call back and told us that Mopar had warranted the after-market starter. The dealership was going to put in another starter. My husband also explained to them that it was their choice to use an after-market part. My brother took our daughter to the dealership to drop the car off while we were out of town. I have 2 service texts from Nate on September 13th and September 21st. The car still had to be taken back and Nancy the service manager began communicating with us. Nancy's 1st service text came on October 3rd with a follow up text on October 5th stating: "we are still diagnosing the starting concern. We know it happened to you, but it isn't happening now. There are no codes, but we do see from the videos it did happen. I will update you on Monday. Have a good weekend"
After not receiving a call from them on October 12th, the following Friday. I told my husband that it didn't matter that they gave our daughter a loaner, our daughter had their loaner for 2 weeks and I wanted the car turned back into them whether her car was ready or not. I didn't want the liability for the having a loaner that long. My husband called them early in the week of October 15th, THEN he was told the car was ready to be picked up. (glad we called them) According to our daughter, there was no communication about anything, someone just brought her the keys to her car and she was on her way.
I have a service text from Nancy on October 19th thanking us again, I replied back on October 19th telling Nancy that I thought that we were going to need our daughter's car towed away from the gas pump on Saturday (the 20th.) I received my last text from Nancy on October 22nd stating that she hoped that they exceeded our expectations. I replied back on the 22nd stating that we're not satisfied at all!
Regardless of my being asked to send this letter, our daughter's Jeep is their product. They did not fix the problem but charged us $494. There was still not an explanation for them NOT returning our calls, nor was there any communication when our daughters Jeep was returned to her for the final time from their dealership.
I have since called them to ask for a refund and I was told No, they can't refund us.
I would like a full refund due to the car not being properly repaired. We still have the same issue with the car that we had on 8/22/2018. our daughter has also been inconvenienced with multiple trips to the dealership that is 30 minutes away from her in high traffic; the avg. trip is 45 minutes to an hour.
Miss *** came in on 8/23/18 mileage 158127 for a no start concern. Charging system was tested and the starter was faulty. It was replaced and the vehicle started up with no problem after the repair. It was brought back in on 8/27 mileage 158214 with a no start concern and it was diagnosed as a defective starter and it was covered under warranty. Miss ***'s vehicle was brought back in on 9/13/18 mileage 158270. It was tested several times each day it was here and it started each time tested, the charging system was checked and it passed and there were no codes in the system. It was in service from 9/13/18 to 9/19/18 and the concern could not be duplicated, all systems were in specifications. Miss ***'s vehicle was back in service 10/03/18 mileage 158694 stating there is a no start concern. The system was tested for 13 days and there was no concern or replication of a no start issue when tested, charging system passed and there were no codes in the system. The starter was deemed faulty in August and since the second replacement, we as a dealer have not had an issue when tested. We have not charged Miss *** diagnosis the past 2 visits. We offered Miss *** to bring the vehicle back in to have it diagnosed at no charge. Further diagnosis is needed to try to replicate concern.
Why would we take the Jeep back?? They had it for 14 days and didn't fix the Jeep . We have sent them multiple videos where they acknowledged the car was not starting but they are unable to get the car to NOT START for them. Obviously the Jeep isn't fixed if we're invited to bring the Jeep back. They give us poor service by not returning calls. I posted a review on their website and someone answered on behalf of the owner. The reply is obviously some type of template they use for bad reviews; only for the purpose of other viewers.
We've provided videos. I'd love to see a video where they started our Jeep MULTIPLE times a day for 14 days. They have cameras on their property. We need our money back. Let them make it up on the next victim. What does it say really say about their dealership if they kept our vehicle for 14 days and it's still not fixed. Why would they charge us for diagnostic
Tests when it was the same issue? My daughter had to find rides to their dealership multiple times in high traffic. UNCC to Keffer Jeep. The increase in mileage was due to traveling back and forth to their dealership multiple times. TIME, GAS, AGGRAVATION & POOR CUSTOMER SERVICE. There wasn't even any verbal exchange on the last pick up. Our daughter returned their loaner and a tech handed our daughter her keys and she told me that Nate waved at her from his office. We have been inconvenienced tremendously and it's also embarrassing when the car doesn't start; especially at the gas pump when you have to move!!! I also plan on writing to JEEP, the manufacturer to let them know who they're in business with. I have a service text from Nancy in October that I'm going to try and post.
October 5:
Good Afternoon, we are still diagnosing the starting concern. We know it happened to you but it isn't happening now. There are no codes but we do see from the videos it did happen. I will update you on Monday. have a good weekend Reply STOP to OptOut.
October 19
***, it's *** Jeep. Thank You for allowing us to service your vehicle. How was service experience? Reply STOP to OptOut.
Please refund us our money. Visa won't because they are holding us responsible for paying with a physical card.
We can not perform a repair if the concern cannot be duplicated at the dealership. Even if the customer has a video of it occurring to them, we need to have it occur when the technician has it. It can be the ignition switch, a wire issue, key concern, we cannot take a guess when it is going to be at the expense of the customer. The vehicle is out of warranty, it is a 2008 Jeep Wrangler with a 158,000 miles. The customer was provided a loaner vehicle at our expense for the time the vehicle was here and we took care of the time the technician spent on the vehicle on 9/13/18 and 10/03/18. The starter was deemed faulty ON 8/22/18 when the vehicle was in for the concern. We have spent many man hours diagnosing the vehicle at no charge to the customer and have no problem assisting the customer to see if the concern can be replicated. Any repair outside of the starter would be at the consumer's expense and we will not provide an estimate until the concern can be verified.
(The consumer indicated he/she DID NOT accept the response from the business.)
The Dealership kept our car for 14 days and couldn't find the problem. Why would we put ourselves through that again? Along with the poor customer service that we received AND the deception of a manager replying to our post, but not following up with a return correspondence. The fact that the dealership is trying to act like they provided a service to us by not charging us for the man hours put in is ridiculous. The Jeep Is their product and obviously they can't fix the problem and theyre trying to hold us liable for their lack of ability. They didn't even call us to pick up our Jeep. We chose to take the loaner back to relieve our liability of keeping their vehicle. REALLY??? We would probably still have the loaner if it were left up to Keffer Jeep !!!!!
Again, what does it say about them as a dealership that they acknowledge having our Jeep for over 2 weeks, then invite us to bring it back again??? The travel time to their dealership is over 30 minutes each way, each time!!!!
Why not just give us back our money and be done with this?????
Service Center is a Scam!!!
Service Center SCAMMERS!!! be aware
Services conducted were not to par as what was required, things were lied about when actually done, and more life safety issues were created.
I took my vehicle in for a diagnostic because it was making an odd noise at the 65-70 mph range. I set an appointment at 8 am Saturday morning to get this diagnosed and a recall repaired.
They try to diagnose it with a test drive (I'm present), we successfully are able to create the noise multiple times (what seems to be a rear differential noise). Both parties hear the noise. The repair guy doesn't know what it is, and disagrees with what I think it is. He *** a result and then conducts what it says (adding power steering fluid). He then Lies and says it went away when he test drove it without me. The noise is still present just as I drive off the lot, and now my mirrors auto dim feature become permanent (I can't see out of my mirrors), I text the service guy (Robert) to get the issues fixed, I also texted the service guy photos of the dimmed mirrors. We try to schedule an appointment but to no avail. I also, in text, confront him about my oil change receipt stating that the power steering fluid was full and in good condition. The oil change was conducted less than two weeks prior - this indicating that I was lied to in what services were conducted. He does not confidently respond to ease my concerns. I still get no response, but I do get a message asking how my service was. And then communication goes dark. I respond about a week later trying to get an appointment and some resolution. No response, communications is nonexistent. I also would like to note, that at the neglect of the service department that the following weekend while still being ignored by the service department, I backed into a pole at night because I could not effectively see out of my rear view mirrors (the driver side one in particular). This repair will cost 1200$ and I believe is a direct result of their negligence.
Since I was lied to initially, I would like to receive a refund of 125.33$ the diagnostic charge initially applied. Secondly, I'd like to have them pay for the repairs to *** for the amount of 1,151.60$ for their neglect/negligence of the issue of the dimming mirrors. I don't want the money, but i want my vehicle fixed as i feel like this was their fault.
In response to this claim ***. This vehicle was inspected on July 21st 2018 for this customers one concern. The customer and the technician did drive the vehicle and after speaking to the technician he did agree he heard the noise happen a few times at highway speeds. Form what was said this was not a consistent noise and only happened at speeds around 70mph with all accessories components off ie: radio, air conditioning or any other noise making system. Not a concern that was able to duplicate easily. The customer states the Technician went on *** for answers. That is incorrect. He was on a technical sight from *** checking what are called *** cases and technical service bulletins. We do not use *** to diagnosis concerns, we have a *** technician support if needed for complicated issues such as this one. The technician found a *** case for a similar noise and checked the route cause. He did find the fluid was low. he topped it off and attempted to test drive the vehicle the same way the customer showed him. The technician did not hear the noise when he test drive it. He returned the vehicle to the customer. If there is still noise the customer needs to make another appointment with us to have it looked at. I agree the service consultant Robert did not respond properly to this customer on that issues. The customer should have called and asked to speak to the Service Manager at that time for further assistance.
In regards to the mirrors going dark due to a *** Federal recall to update the Main Power Control Module (PCM) is slim. Yes the customer did send a picture of the mirrors back in July. I did ask the technician during the test drive before the PCM update was done, did he remember seeing the condition of the mirrors, he was paying attention to the customers noise concern. This was not a listed concern we were inspecting. If Mr. feels the PCM recall caused his mirrors to go dark, he need to contact *** directly for assistance. ***
Keffer Chrysler Jeep Dodge & Ram is not responsible for the customer backing into a pole. We are not taking any responsibility on this issues. The customer can seek reimbursement from *** if they feel the recall caused the mirrors to darken.
Document Attached***
In response to this Rebuttal by Keffer Chrysler Jeep Dodge & Ram Trucks. This vehicle was inspected on July 21st 2018 for this customers duel concerns (recall as well). The customer and the technician did drive the vehicle and after speaking to the technician he did agree he heard the noise happen consistently at highway speeds. Form what was said this was a consistent noise and only happened at speeds around 68-71 mph with excessively loud accessories components off ie: radio, air conditioning. A concern that was able to duplicate very easily, in fact daily and each occasion the technician tried.
The technician did not find the fluid was low as Keffer claims - as the documentation shows that the fluid was full and in good condition. He allegedly topped it off and attempted to test drive the vehicle the same way the customer showed him. The technician did not hear the noise when he test drive it. (FALSE) Because the first instance I drove said vehicle the noise reappeared instantaneously.
If there is still noise the customer needs to make another appointment with us to have it looked at. I tried multiple times, and the business ignored all response. Even through the Chat app on their website.
I agree the service consultant Robert did not respond properly to this customer on that issues. The customer should not have to make excessive calls to Keffer and asked to speak to the Service Manager at that time for further assistance, because he wouldn't know how that's handled . (These are supposed to be the same people who are charged for my vehicles wellbeing. As your employees they are direct representatives of your company and brand. You are responsible and liable for their behavior)
In regards to the mirrors going dark due to a FCA Federal recall to update the Main Power Control Module (PCM) is slim but did happen, so don't try to negate it with this diminishing claim. Yes the customer did send a picture of the mirrors back in July when he was complaining about the noise the same day that the service was. I believe because of their employees neglect that this was a direct cause of said incident. So I would hold them accountable. I noticed a problem the same day and notified them immediately, because of their neglect, this happened.
Keffer Chrysler Jeep Dodge & Ram has explained and provided the contact number to *** for the customer to express the concern and seek reimbursement on any body repair he would like refunded. Our technician updated the PCM as per *** for the open update required for the recall completion. If the customer feels this directly caused the mirrors to dim due to the PCM update this needs to be taken up with the manufacture. Keffer Chrysler Jeep Dodge & Ram will not be held responsible for a customers mistake backing up at night. Keffer will refund the customer the cost of the diagnosis $125.33. This is the only refund Keffer will offer the customer.