Newark Chrysler Jeep Dodge, Inc.

Review: I requested 4 new tires, front end alignment and oil change. I was contacted by the service dept and told I needed a tire pressure sensor. I agreed to this additional charge as my lo tire indicator was illuminated. Upon my return 4.5 hours later, I observed damage to the front end of my vehicle and that my vehicle had been driven six miles. I told the customer service representative. He denied the damage occurred there. I said I wanted to report it. I also observed that my low tire indicator was still illuminated. The customer service rep told me I needed to drive he car for about a half hour and the light would reset itself. This all transpired Saturday March 1, 2014. I dropped my car off around 10:00 am and returned approximately 2:30 pm.

I called a sales rep who I purchased the vehicle from and told him what transpired. He assured me that the service mgr would resolve it Monday morning. I sent an email to the service mgr explaining what transpired. Monday morning I called the service mgr. he said the damage tom y front end did not occur on their property or AT&T he hands of their service technician. I asked if they had cameras on the property. He said yes. I asked if we could review the video showing my vehicle upon arrival to determine if the damage was their when I brought it I . I also asked him about the sensor I paid to have replaced and the fact that the low tire indicator is still illuminated. He said the y would need to see the car and drive it around to verify that it is not working and do additional testing. I asked if I could bring my car in today and was told no. There would not be any test driving because of the weather. I asked why they didn't do all that when I explained the light was still illuminated. He could not answer for me I explained I was very frustrated upon getting a damaged vehicle and not receiving what I paid for. I asked to speak to the general manager. I was transferred to the receptionist who took a message. The GM never returned my call.Desired Settlement: I would like the damage on the front end of my vehicle repaired. I would like the sensor repaired and I would like a refund of my oil package plan as I do not plan to return to that service department.

Business

Response:

In response to Ms. Customer concerns...

Ms.Customer requested to have 4 tires installed, front end alignment , replace a broken wheel sensor , and change the vehicle engine oil on Repair Order# [redacted] on March 1, 2014 . A broken whee l sensor will make a tire pressure light illuminate (there are 4 tire pressure senso r on this vehicle) , after replacement of requested items, the vehicle was road tested around our designated road test path, which equals about 6 miles. After the tire pressure system has been repaired, it can take 20-30 minutes of continuous driving over 25 mph to reset the light illumination for the systern . Customers are always advised of this fact when repairing tire pressure concerns. If this concern still persists,custome r may call and schedule an appointme nt to have this concern addressed. Most parts replaced at this dealer have a 1year 12,000 mile wa rranty against defects.

In regards to the damage Ms. Customer claims on her vehicle ...

The vehicle was pulled in and out of our service bay, and driven on the 6 mile test drive, then parked in the dealer parking lot, which does have cameras . Service Manager reviewed the recordings and did not see any damage occur. A large sign behind our service write up desk states ''..Dealer nor responsible for loss or damage to the vehicle or articles left in the vehicle in case of fire, theft, or any othe r ca use beyond our control". Vehicles are not test driven during inclement weather conditions .

In regards to the oil change contract purchased...

This contract is purchased thru Mopar Vehicle Protection, once this contract has been used (an oil change completed under the co ntract) the re is no refund available. However this contract is honored at ail Chrysler Jeep Dodge dea lers in the United States .

We hope this answers any and all questions you may have about the service received, if you need any further information, please feel free to contact me. Thank you.

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: Hello,

I had taken my 2004 Jeep Grand Cherokee to the merchant on 07/30/15 for an 11:30 am appointment for an oil change and the passenger front and back door locks and windows did not work. I let the Service Manager [redacted] know when I dropped off the vehicle not to leave it running more than a couple of minutes because it would overheat. I received a call around 3:30 pm from the Service Manager [redacted] letting me know that the radiator exploded.

After I arrived at the dealership I was told by the technician that he left the vehicle running to diagnose the electrical issues on the passenger side because he did not want the battery to die. The technician stated that the vehicle had been running around 10 minutes when the radiator exploded. I was then informed by the Service Manager that I would have to pay for the repairs to the vehicle.

I pleaded my case with him purely because the vehicle was not in my possession and I gave forewarning when I dropped the vehicle off about the overheating that I should not have to pay for the repairs. He then reached out to his manager and came back to me with an offer of the lowest available labor rate of $55.00 but I still had to pay for the part. I paid for the service since I needed my vehicle back.

Upon leaving the merchant my vehicle now overheated immediately and I have called and left voice mails for the Service Manager. The check engine light is now on and the thermostat also seized after the radiator explosion. Neither of which were issues before my vehicle being in their possession. I was then contacted by the merchant via Facebook and told to call 740-522-3153 because they were disappointed that I was not happy with the service. I spoke with [redacted] who informed me he is part of [redacted] Jeep in Ohio and they have no affiliation with Newark Jeep.Desired Settlement: I would like to have them reimburse me for the radiator and the install as well as fix the check engine light and thermostat issue that are currently going on.

Business

Response:

[redacted]In response to the customer Mr. [redacted]'s statement. Mr. [redacted] did bring this 2004 Jeep Grand Cherokee to Newark Jeep for service on July 30th. Mr. [redacted]'s complaints were that the passenger side front and rear door windows and locks do not work and customer also requested that dealer perform an oil change. Customer did state that they were having a problem with the vehicle overheating but did not want the dealer to diagnose that concern. The service technician started the vehicle, drove thru the parking lot and into the service bay and there was a catastrophic failure of the radiator, which would attribute to the overheating condition. Clearly this was a pre-existing condition prior to this vehicle being brought to Newark Jeep for service, not damage done by the dealer. Dealer did diagnose the problems requested by the customer as an electrical issue, provided Mr. [redacted] with an estimate. Mr. [redacted] declined the repairs. As goodwill to the customer, dealer installed customer provided parts to repair the overheating issue at a discounted rate, and due to the inconvenience of the radiator failure, dealer also discounted the fee for diagnostics on the electrical issue. At this time, no additional discounts will be offered. As far as the contact information, Newark Jeep does not know who provided the incorrect phone number for Mr. [redacted] to contact, all dealers are independently owned, and we have no affiliation with any other Chrysler, Jeep, or Dodge dealer, but dealer information is as follows: Newark Chrysler Jeep Dodge 244 E. Cleveland Avenue Newark, De. 19711 302-731-0100 Service Manager: [redacted]If you have any further questions, please feel free to contact me directly. Thank youSincerely, [redacted]

Consumer

Response:

Review: On Saturday, November 8, my 2004 Dodge Neon displayed a flashing “Check Engine” light. I took the car to the service department of Newark Chrysler-Jeep-Dodge, 244 E. Cleveland Avenue, Newark, DE 19711. Since it was already Saturday afternoon, the car would need to be fixed on the following Monday. On Monday, November 10, I received a telephone call from Newark Chrysler-Jeep-Dodge, telling me that my camshaft and crankshaft sensors needed to be replaced, to address the “Check Engine” light. I was also told that underbody air dam was partially detached and that it needed to be reattached. I agreed to all of these repairs. I was also told that they were not sure if I had the proper spark plugs installed. I replace my own spark plugs and knew that they were correct, so I did not authorize this repair. To examine the spark plugs would require the service department to remove a spark plug or plugs, and to see the area around the spark plug while it was still in the engine. Newark Chrysler-Jeep-Dodge completed the work on Monday afternoon. I retrieved the car and drove to Manassas, VA that evening in order to work on a house I own there, which I am preparing to sell. Arriving in Manassas between 11 PM and midnight, and less than a mile from my house, the engine of the car started to behave in a most bizarre manner, revving up to 4000 RPM, causing the car to lurch violently. I also had trouble holding the car stopped at traffic lights and Stop signs. I managed to reach my house safely and, it being late, I retired for the evening. The next morning, Tuesday, November 11, I started the car and the problem persisted. I was able to drive the car, with great difficulty and fear for my life, to [redacted], also in Manassas. They diagnosed the problem. The large hose that connects the air filter housing to the air intake on the engine had a clamp at the air filter housing end that had not been tightened. This caused the hose to slip off. This presented itself to the engine control as a malfunction, which caused the engine to react and act the way it had. The problem was easily corrected by reattaching the hose and tightening the clamp properly. This incident did cause damage to the engine that needed to be repaired. The spark plugs needed to be replaced. The shop manager showed me the damaged spark plugs, but also showed me where oil had leaked around each spark plug, indicating a damaged valve cover gasket. This damage was not evident when the car was being serviced at Newark Chrysler-Jeep-Dodge, and must have occurred as another result of their negligence. There was also a need to clean out the engine intake system. The repairs required to correct for Newark Chrysler-Jeep-Dodge’s negligence totaled over $500. I was able to return to my home in Elkton, MD that evening. The following morning, November 12, I went to Newark Chrysler-Jeep-Dodge and spoke with the Service Manager, Mr. [redacted]. I explained the situation to him and demanded that Newark Chrysler-Jeep-Dodge reimburse me for the repairs to correct their negligence. He asked to look at the car, as if that would accomplish anything, since the damage has been corrected. He made excuses that it was an old car. In short, he denied any responsibility and refused to pay for his company’s negligence. I told him I was disputing the charge they had made to my credit card and that I was going to file a complaint, which I do so now.Desired Settlement: Refund for the work that Newark Chrysler-Jeep-Dodge did, plus reimbursement for the work done by [redacted] to correct the damage due to Newark Chrysler-Jeep-Dodge's negligence, totaling $1411.61

Business

Response:

Mr [redacted] came in NOV 8th to have his vehicle looked at check engine light was on and we had found a fault code for cam sensor fault also customer wanted to have his aid dam under the front facia reattached. We did reattach and replace his cam sensor at that time also gave him and estimate to fix his oil leak at the trans solenoid and engine tune with wires. Tech did pull one of the spark plugs and looked at them and was determine the vehicle would also need a tune up customer declined tune at that time. But did authorize solenoid pack which the tech did replace. Did not hear from customer after car was picked up. Customer did show up in my office with a receipt from another repair facility stating he was on his way down to Virginia do some work on his house down and said that the vehicle started to rev high and that we caused damage to his valve cover because he said that the air intake came off and that the clamp was left loose. If this was to happen the vehicle could have not made it the to Virginia as stated by the customer when I told him that in my office he said that I do not know what Iam talking about and that we should give back hi money and pay for other bill from the repair facility. The customer declined for me to look at the vehicle at that time. I have made every opportunity to look at vehicle but he declined. I have not herd from this customer since nov 12 2014.

Consumer

Response:

Review: My car was taken to Newark Chrysler Jeep Dodge on April 10th to have a recall repaired and molding repaired which was all warranty work. I was informed on April 10th that Newark Chrysler Jeep Dodge ordered the wrong part so my car would be kept there one-day longer. I received my car on April 11th. The molding that was replaced was put on incorrectly. I called Newark Chrysler Jeep Dodge on Saturday April 12th, the weekend manager told me that everything would be taken care of and to drop my car in on Monday the 14th . The weekend manager even told me he would wait there for me. When I took my car to Newark Chrysler Jeep Dodge the weekend manager had left for the night and no one knew I was coming, the appointment was never made and the part had not been ordered. The weekday manager told me that he was very sorry and he was going to have everything taken care of. On Tuesday April 15th I received a phone call from Newark Chrysler Jeep Dodge saying they could not get the molding lined up with the drivers door so they were going to replace the drivers door molding as well. On April 16th I picked up my car. One April 17th I realized the driver’s door molding was dented. I called Newark Chrysler Jeep Dodge on April 18th, once again the weekend manager informed me that everything would be taken care of, he ordered the replacement part and I was to bring my car in on April 21st. I took my car to Newark Chrysler Jeep Dodge on April 21st at 8:00am. I waited while the work was being done. After the work was completed I realized that in the process of Newark Chrysler Jeep Dodge replacing the damaged molding they scarred my chrome trim on the driver’s door. Newark Chrysler Jeep Dodge informed me that they did not cause the damages that they were already there, which I know for a fact that they were not. But Newark Chrysler Jeep Dodge told me since I have been through so much trouble with them they would replace it for me. On Tuesday April 22nd Newark Chrysler Jeep Dodge replaced my driver’s trim and in the process of them replacing my driver’s door trim they broke my driver’s window. Since my windows were tinted they had a near by tint shop tint the new window. Therefore, voiding my warranty that I had from my original tint, which was less than 2 weeks old. Newark Chrysler Jeep Dodge called me to inform me of the new damages and told me that I would never be able to tell the difference and after this they were “done”. This has been the worst experience I have ever had with any service department. Newark Chrysler Jeep Dodge would not take responsibility for the scratches saying they were only replacing it for all of the trouble I had been through. I know for a fact that those scratches were not there but Newark Chrysler Jeep Dodge acted like I damaged my own car. The current tint is bubbled and I now have scratches on the driver’s door top trim that goes around the driver’s window. Which I know for a fact were not there. I would like to be refunded for my tint which I no longer have a warranty on because they wrongfully violated my warranty without notifying me first and for the new damages they caused on my driver’s chrome trim that goes around the top of my window. I am sure Newark Chrysler Jeep Dodge will claim that the damages were already there but I have pictures to prove that they were not. Newark Chrysler Jeep Dodge and I both know who is wrong here. It is such a shame that so many innocent people have to fall victim to their negligence. Unfortunately from reading other customers complaints and reviews I am not the first one to have my car damaged by Newark Chrysler Jeep Dodge, but I hope that I am the last.Desired Settlement: I would like to be refunded for the cost of my tint since Newark Chrysler Jeep Dodge voided my warranty by taking it to another company and having the window they broke tinted. I would also like to be refunded for the driver’s chrome trim that goes around the driver’s window that new damages were added to. I feel that this is the least this company can do not to mention the inconvenience this whole process has caused me, gas mileage, gas money, and time off of work.

Business

Response:

On 4/10/2014 this vehicle was brought to the dealer by the used car facility, from which it was purchased ... customer was complaining that a rear door panel on the driver's side exterior was coming off. This component was replaced under the vehicles factory warranty (the part was ordered and was received the following day) and released to the used car facility, who drove it off of our lot and returned it to the customer.

[redacted] called a day or two later to say that she felt that the molding was not perfectly straight and that there was damage on another adjacent molding.

As customer goodwill, the dealer replaced both moldings and provided a rental vehicle to [redacted] at no cost to her....these repairs were completed on 4/14 -15/2014. This vehicle was picked up the following day, and on the 18t11 the customer called to state that there was a ''ding" on the vehicle that was not there prior to service. Even though there is a posted sign in the service department that states

"Dealer is not responsible for damage that may occur in the parking lot..." Dealer offered to replace that molding (which was not affiliated with anything that was replaced prior) as good faith, explaining to [redacted], that this was the last time a repair would be made with an associated scratch/ding/dent.

On 4/21/14, [redacted] came in to have the molding replaced, dealer took pictures of the vehicle noting all scratches ect. In process of repair of the molding, the dealer did damage the window. Dealer drove to another dealer who had the glass in stock 2+ hours away. Dealer also had a local reputable tint company match the aftermarket tint that the customer installed on the vehicle, and tint the replacement for broken window before returning the vehicle to the customer, again at no cost to [redacted].

As for the newly tinted window, we have informed the customer that the tint company does provide a warranty, and gave [redacted] the contact information.

Dings, dents and scratches can happen anytime in any parking lot. Dealer did above and beyond to appease this customer, even though the possibility is great that the dings/scratches" did not happen here.

Dealer will not offer any type of refund for the tinting, and since the dealer has already covered the cost of 3 moldings, no other refunds will be issued.

If you have any questions, please feel free to contact me...Thank you.

Review: My brand new 2014 Limited Jeep Cherokee shakes at 20 mph. I have returned it for repair 6 times since I first purchased it in March. To date, they have done alignment, replaced the front axel twice with the same part number, and I have had my car in for a total of 6 times. Today I talked to the head of the service department (June 18th) and [redacted] stated that STARR engineering has no clue what is wrong with my vehicle and will get back to me soon. If I take my car in again, it will be the 7th visit.Desired Settlement: I want a brand new car that doesn't require constant service for an issue that can't be fixed and I don't want to be in a rental agency any time soon due to repairs that are still being attempted with my car. I want to make sure that I do NOT lose my hard earned money or any additional time to fight this battle. I have never been in a dealership service department more than I have with this vehicle with no answers in sight. Also, no one will put in writing that I am not harming my car.

Business

Response:

We are aware of [redacted]'s concerns on her vehicle. In attempting to repair the vehicle we have followed the manufactures guidelines on how we should attempt to fix the vehicle. We did take care of the rental vehicles on each visit and did reimburse [redacted] the additional monies she was charged from the rental company. We also recommended that she call Chrysler corporate to create a file on her vehicle and her concerns. We also relayed this information to our district service rep from Chrysler corporation. If Chrysler gives us further instructions on other ways to repair the vehicle we certainly will do that. As far as replacing the vehicle that is a decision that would have to come from Chrysler corporate and not us, the dealer. That is why it is good that [redacted] did call Chrysler so that a file was created. Any information Chrysler needs from us we will certainly accommodate if it gets to that point. Thank you.

Consumer

Response:

Review: During a scheduled appt with the company my car was brought in the evening beforeIt was not completed as promised by the next evening nor by the new promise time of the next morningWhen we first dropped the vex hike off we were ignored at the service area and when we finally got attention, the service techs fought over who had to due the write upNeither wanted to do the work and the one that finally did the work was annoyed that we would disturb his cell phone timeThe service reps gave me different information compared to what was told to my husbandI was treated as of a woman did not understand what could be occurring with a vehicleI was ignored when questions were asked and told that my priority of a squealing noise from the brakes did not matter, but the latch was more importantThen when my husband called in they explained the brakes needed to be changed, and rotorsNeither were discussed with me just minutes beforeWhen I spoke with the manager this morning regarding the need to have my vehicle at another appt he told me to just call and reschedule it! I made the appt two weeks ago and just because they didn't do their part on time doesn't make it fair to force customers to cancel other plansHe was very ignorant and kept looking past me to speak to my husband over meVery disrespectful!Desired Settlement: They should atleast discount me for the trouble of not completing the work as promised
Business
Response:
In response to the complaint received from [redacted]...customer stated that they had a brake concernThe customer stated that the service advisor was rude and unhelpfulThis customer did call the Manager of the department, who did speak with these customers
As a result of the conversation, the Service Manager did not charge this customer for the repairs that were completed on their vehicle (front and rear brake pads, rear rotors were replaced)The cost of this repair would have been $and as you can see by the attached invoice this customer was charged
$
Customer's desired settlement ..."they should at least discount me for the trouble of not completing the work as promised"..We certainly feel that a $job completed at no charge is a very generous discount, already given
Also as an added note...this advisor is no longer employed with this facilityWe feel that this matter is already resolved
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