Monroeville Dodge

Review: I purchased a vehicle on 12/16 and was told the deal included a DVD player, heated seats and auto start. I dropped the car off to have these installed and then they told me they weren't included. After arguing with them and having the sales man tell them the deal DID include those items, they agreed to put them in. I sat down with [redacted] and discussed the issue. He agreed they would put the parts in. I had 2 options when it came to the dvd player, I could purchase an after market one on my own and have Best Buy install it and they would pay for it or they would give me 3 options via email that I could chose from. I was trying to be reasonable because after all I just wanted a DVD player that was comparable to the factory one for my kids to be entertained. I dropped my car off on January 5th for the second time (this was after the issues were resolved) for them to start on the remote start and the heated seats. While they were working on that, we would resolve the DVD player together. After them having my car for a few days, I asked for them to give me a different rental because I needed something bigger 9 to fit all 5 kids the upcoming weekend. I went in on the night of the 15th to trade rentals (from a small sedan to a car that could accommodate all 5 kids) and was told that it would be ready on the 19th. The morning of January 19th I got a call that they had LOST my key. They sent someone out to pick up my spare key so they could send it out to a guy who's roommate was installing the DVD player. WHAT? I have not even discussed with them what DVD player was being installed. They told me they were putting in a 9' screen DVD player and I no longer had an option....really? I should have demanded the FACTORY player, but I'll get to that next. I ask when I can come pick up my car that day...they told me it wouldn't be ready until the 22nd. I call on the 22nd, now they GUARANTEE me it would be ready on the 23rd. I call on the 23rd to find out when I can pick my car up because I work 2 jobs and pay a lot to drive this car I haven't even been able to drive because it's been there longer than I have had it and I am told that it will FOR SURE be done on the 26th. I had to request off at my 2nd job (AGAIN - now had to request off 2 nights to the tune of 300.00 in lost wages) to get the car. I do that, call on the 26th....(I hope you are sitting down reading this...because, shockingly) it wasn't ready.

Finally on the 27th I got my car back.

And (again hope you are still sitting) it's horrible. They took out a vital part of one of the features of the car (climate control for the back where the kids are) to install the DVD player, which they DID NOT have to do because when I was there buying the car I sat waiting for them to figure out if it was possible to keep that in AND install a DVD player and they determined it was possible. Not to mention the rental van that I was driving from the 15th to the 27th had both the DVD and the climate control.

The heated seats do not turn on when the auto start is activated. This was a feature that I was under the impression would be there because it is when you buy the car with the factory heated seats and it was represented to me that it would have them if I put them in AFTER MARKET.....

My car was returned with not enough gas in it for me to even get to a gas station...praying fumes get me there. When I dropped it off there was a full tank of gas. My brakes are totally soft and sound like they need to be replaced, the car has about 1,000 miles on it and I haven't even been able to drive it long enough to USE the brakes.Desired Settlement: At this point, I have no faith in this dealership. I would simply like the return of one month's car payment, $575.00, plus the $150.00 Dodge Credit Card payment I have to make (put down payment on a special finance credit card) $50.00 for a full tank of gas, $200.00 for replacement brakes and $175.00 for a detail (the inside is trashed from the work they did). I would also like for the future bill to be covered for the replacement of the climate system for the rear portion of the car to be re installed to be covered once I am able to get an estimate from a different dealership as to the cost.

Calculated costs of $1,150.00 and future costs to be determined.

Business

Response:

The following complaint has been resolved with Mrs. [redacted]. Both parties have reached an agreement to settle this complaint. We strive tomaintain the highest level of customer satisfaction as possible at all timesand always try to make an effort to show our willingness to go the extra yard.Please fill free to contact [redacted] Sales manager at anytime in the future regarding this matter .It is our position that our company will file this issue asclosed for we have come to a resolution with Mrs. [redacted]. Thank you,[redacted]Sales ManagerMonroeville Dodge

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I drive a 2013 dodge dart. I took it in for service because it was making an awful noise. I was told it would take 1 day and I would be able to pick it up after work the next day. I had to get a rental car from which they messed up dates and I ended up with a big mini van I could barely drive. I called around 3:00PM the next day to confirm it was ready and of coarse they hadnt started on it yet. I got my car back, it was making the same exact noise as if it was never touched. I tried contacting the service manager for about a week and a half and he refused to call me back so I had to call the receptionist and find out his schedule to see how late he would be there. So I had to take off of work and just show up to try and get some answers. I show up at Monroeville dodge and one of the men working the front desk was shoving his face with food and put his finger in my face and told me to hold on. After I stood there and waited for him to finish his food he then proceeded to ask me ''what do I need?'' I then asked for [redacted] the service manager and went into his office to speak with him. He told me that he had infact called me and left me voicemails that I never received but had no proof to back this up and of coarse I had no messages. He basically told me it was my fault and never apologized once for the miscommunication. In order for me to get an appointment I had to do all of the work and take off just to even get an appointment for next week. This has been the worst experience ive ever had. Ive lost money and respect for these people. Each and every time I take my car here I have to always go back a second time in order for it to be fixed and have to experience the rude and ignorant people at the front desk who act like I am an inconvenience to their day. My car's warranty is up after this visit and I will never go back to Monroeville dodge for another thing and will tell everybody I know how I have been treated and will never purhcase another car from themDesired Settlement: The ideal plan for me would be loan payoff to trade in value. I do not want to deal with these issues im having anymore. I want $50.00 for gas for all of the trips ive had to make just to get answers. $200.00 that me and my fiance had to lose to take off work those few hours to go there to get treated like we matter as customers.

Business

Response:

The customer has been scheduled for repairs along with a rental vehicle that will provided at no charge. The customers vehicle is no longer under warranty through the manufacturer but I plan on doing the repairs at no charge to him under the provisions of Chrysler's out of warranty goodwill adjustment policy. I will follow up with the customer and let him know of our intentions to help him with the repairs and provide him with a rental vehicle as his is repaired.

Review: I purchased a 2015 Dodge Journey January 21, 2015, the dealer gave me a temporary registration card for the vehicle, I had to go back to the dealership to pick up mats for the vehicle in late March and I asked the Finance manager when am I getting my new registration, he said don't worry it should be at your house with in the next week, the temp registration expired March 31, 2015, I emailed the dealership and called the dealership multiple times, left several voicemails to the Finance Manager and the General Manager, I got a phone call yesterday with a Title number saying I had to register the car myself through the DMV of PA.Desired Settlement: I would like to receive a certified check for the amount I had to pay the dealership to register the vehicle that is in the contract I signed for, and the new registration I had to pay for again through the DMV website.

Business

Response:

I have only received a phone call from customer on 5/21/15 about his issue of expired plates. I had my title clerk investigate what happened and call the customer the same day to explain to him that he did not get a new plate nor did he pay for a new plate, his fee to the state was $6.00. He had transferred his old plate that still had plenty of time on it before expiration. After explanation to the customer, he had seemed to understand and had no other questions or complaints.A renewal should have been sent to customer from the state either before or shortly after his transaction with Monroeville Dodge. If we had did something wrong we certainly would reimburse the customer.Please note that Monroeville Dodge did not do any thing in error or malicious with his transfer.Sincerely[redacted]General ManagerMonroeville Dodge

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: ATTENTION: MONROEVILLE DODGE GENERAL MANAGER - JULY 24, 2015

• Purchased 2014 [redacted] – July 2014

o Was told by salesman at time of purchase, that during first oil change, the wheel would be replaced because of imperfection on wheel.

o Came in for oil change, and the service dept took photos of the wheel, but he said he had to send the photos to [redacted] because it was a warranty item, and he would get back to us.

o We never heard from him. We called and they said he was no longer employed there. We’d have to bring it back in to be looked at AGAIN.

o We brought it back for next oil change and told the service desk again, and the standard answer for the next three times was, ‘I’ll have to check with my supervisor, and someone will call you’. Again, no response.

• Took car in for oil change again and check engine light coming on and off. July 10, 2015 (had to take day off of work because they were unable to do on weekend)

o Now had another wheel with issues – coating was peeling off. They were able to fix that at that time. The other original wheel was still not fixed. We were told that they NOW couldn’t do anything with that, because they would have to pay for that. Because it was from the onset of when car was purchased?!?

o Then, while my husband was waiting, over 3 hours for oil change, they came to tell him that they put the car on machine to do an update and accidently fried the memory board. A week later they called to say they had more bad news, that while fixing the memory board, they realized they had fried the ignition switch.

o Monroeville Dodge called July 22, and said the car was done. I again left work to go pick up my car.

o Got home and went to start the car that evening, and my fob would not work. They only reprogramed one fob.

o My husband called and they said we would have to bring it in to be reprogrammed.

o My husband called on July 24 to see if we could take it somewhere closer to be programmed and was told by service desk that he could take it to any dodge dealer, and they would be able to reprogram.

o I called two other dealers, and was told that if Monroeville Dodge would like to pay to have it reprogramed they’d do it. But since Monroeville Dodge has already been paid for the warranty work, they would not do it.

o So, once again I have to leave work to drive 50 miles back to Monroeville to fix your mistake.

• Seems to me there is a great lack of communication and a lot of customer service issues at your dealership. I can say I am more than dissatisfied with your service. I have been a loyal customer since 2004, and have owned [redacted] since 1982. We have purchased 5 cars at your dealership. We have sent multiple people there who have purchased vehicles from you. I can say with pretty uncertainty that I will never purchase another car or send anyone there again.Desired Settlement: I want the defective wheel skin, that was promised by salesman during sale of vehicle, to be replaced at their cost.

Business

Response:

As per [redacted]'s warranty policy, pictures of the wheels have to be submitted for their approval. The customer had two wheels that they had a concern with. [redacted] covered one of the wheels because it was a manufacturer defect. The other wheel, unfortunately was not covered because it was damaged and not a defect. Because the wheel is a specialty wheel, and where the damage is it cannot be repaired. The vehicle also had a software update available to one of the modules. As per [redacted] we are to update the modules while the vehicle is here for service to enhance customer satisfaction and potentially eliminate problems that may arise in the future. Unfortunately, there are times where the module crashes during this update and will not respond to further updates or repairs. We took care of all of repairs needed as a result of the module crashing. We where only able to program the only key that we had at the time. Although I understand the customers frustration, we did everything we could to try and take care of all the issues that the customer had.

I just called in to schedule a service appointment 8/26/15. I spoke with Sophiea [redacted], who did not help me what so ever. She was extremely rude and unprofessional. She would place me on hold and just kept telling me she was busy. Never once did I get transferred to the service department she just placed me on hold and would pick the phone back up. When I asked to have someone call me she again put me on hold before I had any time to speak. This person's tone of voice and demeanor on the phone is very poor and I will be taking my business elsewhere.

Review: I had bought a car on October 28,2013. On Thursday November 7,2013 I was on my way to work and I had noticed that my steering will had got tight and my battery light came on and my car started to whine. So I started to drive and the whining noise went away and when I pulled into my job the steering will was more tighter and the whining nise came back. So someone at my job looked at my car and noticed that the serpentine belt was loose or ofg. So I called the dealership where I got it and they said it was my responsibilty to have it replaced. I was told that my car was serviced before it left the dealership. If my car was serviced before it left the dealership they should have noticed that.Desired Settlement: I would like it fixed since I didn't have the car that long and I shouldn't have to pay for it.

Business

Response:

Please be advised that this disbute has been resolved as of 11/16/2013 as part of good will, this was not a covered (belt tensioner) componet and could not be forseen when evaluation of vehicle was completed.

Repairs have been completed and covered by Monroeville Dodge.

Sincerely

General Manager