Rancho Chrysler Jeep Dodge

Review: In April 2013, my 2011 Dodge Challenger was hit in the rear. I brought it to Rancho Dodge for repairs. Rancho said it was completed but, the body was still tweaked and had an Alignment Issue. I brought it back and they said it was fixed. The body was still tweaked in the rear, a large gap between the trunk and the 1/4 panel and there was also a 1/4 Gap between the right Fender and the Hood. I made them aware of this which was suspicious but, they said the impact carried over to the front. They said bring it in when I can leave it and they would fix it.

A couple days later on the way home from a family trip from LA to San Diego, while hitting the brakes, my car pulled all the way off the road and we almost crashed. I could not brake so I drove home slow but, eventually needing it to be towed. Rancho Dodge left a major Bolt from my suspension out that holds the lower A Frame on. This was also strange because the bolt was missing on the Right Side Rear. My vehicle was hit on the LEFT REAR. I said I would never bring it back there and had it towed to another Collision Center. Rancho Begged me to bring it back, siad they dont even know how that bolt would be removed and even had paid for the tow and for the services at the other Collision center. I said I would never bring it back but, they convinced me to bring it back. They reinstalled the Bolt but my vehicle still had a 1/4 Gap in the front between the hood and the right fender. They said just bring it in again.

I was recently hit slightly in the rear bumper again this July 2015 so, I brought it back to Rancho. I asked them to finally fix the front right fender gap they forgot to fix. The Rear stripes came back crooked and with bubbles. They made me drive all the way there again, the second time crooked again. They pushed the fender in and Looking at the front, there was over spray on the grill, Bondo cracks, paint runs on the bumper and my Air Intake box bolts were broken. This was in a major front collision.Desired Settlement: Pay my insurance company and get some integrity. They are denying it. I have all the pictures and proof from before and after that shows it never looked or had an accident. I have pictures of the Bolt Missing and all the overspray and damage that was covered up.

I am a one time owner of this vehicle and never been in an accident but this one needing repairs. They covered it up so I would never have known it was in a front accident. Why would I even look?

Review: I purchased a vehicle on Feb. 16th @7:00 p.m. I test drove a Jeep Cherokee at Ranch Jeep and it ad a strange noise. The sales person said he could not hear it. I really wanted the car for the color and I could not find it at any other dealer. I asked them about it and they said it is because it is so new. I was the first person to test drive it. [redacted] the floor manager said I could bring it back to the garage the following day to have them check it out so I could have peace of mind. I brought it in around 8:00 am and [redacted] in the maintenance took it for a test drive and said he heard the noise but could not pin point it. He spoke with another mechanic and he said it is the tires and I should drive it for about 200 miles and it will automatically go away. I explained the noise sounded like I was in an airplane, my Fiance said If it was the tires to replace them. He said he could not. I explained to him I just purchased it the night before and the Sales team said he would take care of it. He snatched the keys form the table and rolled his eyes and asked who the salesman was who helped me. I told him it was [redacted] and he took off. I sat there for a couple hours and my fiance showed up so we walked out side. We saw [redacted] again and asked him to just switch the tires with the other car I had test drove that did not have that sound. He said are you sure that car had a couple hundred miles on it. I told him I did not care as long as it got rid of that noise. At that point he was happy with that. I waited a couple more hours and went outside to look for him to check on the car and he said they changed the tire and it was probably the wheel bearings and he could get 1 if they needed another it would take a couple of days. My fiance called [redacted] to find out the issues. He said he would check into it and call him back. He called back and explained to him what [redacted] told me and said he would follow it through and call him back with info. On Friday I told my Fiance I was really upset and asked if he had heard anything. I had a car I had just purchased insurance for and they cashed the deposit and I had no new car to show off to my family and friends. He called and [redacted] said he would check on it and call back. He called back only to tell him the part that took all week to get came I broken so it would take another 3 to 5 days.He explained my frustrations and he said they would throw in gas and a car detail. The car is fully loaded vehicle with all the bells and whistle. I have to wonder if this is going to be a start of a deal gone bad and of many headaches?Desired Settlement: I think they should replace the car since it only had 70 miles on it. I was very skeptical on the purchase but listened to all the sales team tell me It was nothing. It was just because it was so new. I wished I would have just walked away and not fall in Love with the color of this vehicle!

Business

Response:

The Service Department originally thought the problem was associated with excessive tire noise. The customer disagreed. We switched the entire set of tires from another new vehicle and the problem still existed. We sent a technician with the customer to test drive the vehicle. The technician felt the noise was associated with bad front wheel bearings. This is a very rare problem for a new vehicle. We took the vehicle in for service immediately and placed the customer into a Hertz Rental at our expense. We ordered replacement bearings through the Los Angeles Parts Depot and received the new bearings after one day. The Service Manager and technician inspected the bearings upon receipt and found them also defective. We notified Los Angeles and all of their inventory was now considered suspect. We had to order new parts from the National Parts Depot on the East Coast. The bearings finally arrived on Feb. 26, 2014. During the last few days, all contact with the customer was handled through the Customer Relations Mgr. Updates occurred twice daily. The customer asked whether a new vehicle was a possibility and I told him that the vehicle could be repaired and exchanging the vehicle was not possible at this time. The customer picked up the vehicle on the 26th after all repairs were completed. The Customer Relations Manager, Repair Technician, the Service Advisor, and the original technician that diagnosed the vehicle, each drove the vehicle to ensure the repair was successfull. Although this was a product issue and not a dealership problem, we paid for the rental and will look to find a suitable compensation for their inconvenience once they agree the repair was completed to their satisfaction.

Review: Service to my vehicle was not completed after spending several hours in the waiting room for customers. No paperwork

was issued for the service. After driving away, the oil change light came on again meaning the work was never completed.

Complaint letter send to Mr. [redacted], General Manager of Rancho Chrysler Dodge Jeep.Desired Settlement: I have one more oil change coupon with this company that was supposed to be used to complete the service requirements.

Would like a cash refund; secondly, the cabin air filter needed to be replaced after a safety inspection.

Rancho Chrysler Dodge Jeep did not complete the safety inspection and therefore missed the cabin air filter that

needed to be replaced.

Business

Response:

[redacted] I am the new Customer Relations Manager for Rancho Chrysler Jeep Dodge. I was embarrassed when I read the case information. I didn’t realize the case was originally initiated in 2011. I have left a message at his number requesting contact. I have also sent an e-mail requesting the same. I wanted to verify the correct amount in the dispute before issuing a check. Our checks are released from corporate headquarters in Houston, TX so we must get started as soon as possible. Please re-open the case and I will update you after Mr. [redacted] and I speak. In the future, please use my e-mail address if you have any future concerns for either VW Kearny Mesa or Rancho Chrysler Jeep Dodge. Thanks again for your support. [redacted]

Review: Last year (approximately Sep-Oct) took my mother's 2004 Dodge Durango into Rancho for servicing. One of the things that needed to be serviced was that her odometer was reading ERROR on the meter. She had the other servicing done then, but not the ERROR message due to not being able to afford the $757 repair. On 09/06/13, my mother called the dealership and talked to a service advisor to check to see how much that repair would cost. He stated to her that the repair would be $707, so she made an appointment for 09/09/13. On 09/09/13, I took her truck into get the service done. I took it in to [redacted] (Service Advisor). He had the invoice stating that the repair would be $757 for a failed instrument cluster. I told him and showed him the price that my mother was quoted ($707) and he changed the invoice to $707. He stated that I could wait for it or get a ride home and he would call when it was done. About a 4 hour job. I told him that I would like a ride home. I waited with the other people that needed a ride. The shuttle driver came in and checked to see where everyone needed to go. I told him Santee, and he said that he does not go out there and I would have to wait. I went in to ask Mr. [redacted] why the driver could not give me a ride and he was not sure. I went back into the waiting room and about a half hour later, Mr. [redacted] came in and siad that Dodge wanted the old instrument cluster to verify the mileage and Rancho would have to keep my mother's truck for 6-10 days. I said ok and he gave my mother a loaner car. I went back to the lot to get my niece's child seat out of my mother's truck and locked it up with the windows up. On 09/20/13, I received a call from Mr. [redacted] that my mother's truck was ready to be picked up. I went down to Rancho to get the paperwork done with Mr. [redacted]. The price of the invoice was $20 more that what was on my original invoice. I told him that the price was diffrent and I never received a call on a change of price. He stated that it was a $1300 job but got it fixed and got my keys. I started to leave the dealership. I turned on the A/C and tried to roll the driver's window up. (It was down). The driver's side window would not function, so I turned around and took it back to Mr. [redacted]. I told him the window was not working and it was working when I brought the truck in for the service. He took it back to one of the service techs. I asked him if the servcie techs were supposed to inspect the car before it goes back to the customer and he said that they are supposed to. About a half hour later, he came back and said his service techs were not sure what was the problem and would have to keep it over the weekend. He gave me the loaner car back. On 09/23/13 he called in the morning and told the the truck was ready. He stated that the window switch went out possibly due to the install of the new instrument cluster and the repair was $59. I told him that I want to talk to the service manager about it since the switch was working fine when I left it at the dealership and was repaired withour a call about it costing, and the Rancho needs to fix it. He called me back and aid that they would cover it. I asked Mr. [redacted] how Dodge verifies the mileage on broken instrument clusters. The mileage was 77000. He was not sure I went down to pick it up and did the paperwork and took the truck. I called the dealership later on to talk to the Service Manager. I talked to [redacted] I told him everything that happened and I would like to know how the mileage gets verified. I also told him the last time the verified mileage that was on mother's truck was 31247 on 06/03/11. He stated that he would call me the next day. I never received a phone call and called him back a couple of days later and left a voicemail message. He still has not called back.Desired Settlement: First, I want to know how they came up with the 77000 mileage when my mother did not use the truck that much. The last verfied mileage that was done was at Alpine Autocare Center in Alpine Ca. and the mileage was 31247 on 06/03/11. My mother said that the odometer went out in October or November of 2011. There is no way that she put 45753 miles on in that amount of time. I wanted to discuss this with the Service Manager but he did not call back. The last thing I want is the Service Manager to call and apoligize for the bad service and that he could not make a simple phone call to explain what is going on.

Business

Response:

To minimize the inconvenience to the customer, I drove our loaner vehicle to her residence about fifteen miles from the dealership. I spoke with the customer at her house. The mileage on her odometer, according to the complaint ,was incorrect. I drove the vehicle back to the dealership where one of our technicians used a special technique to pull the correct mileage from one of the vehicle's computers. The mileage showed 35,332 and I notified the customer by phone of the correct mileage. The odometer must be reset by the factory so it could take 7-10 days for the reset. During that time, the customer was provided a loaner, free of charge, I notified the customer of the results and she seemed very happy with our conclusion. The number we provided the manufacturer was obviously incorrect and we were glad to correct the error.. We will reinstall the odometer, free of charge, when it arrives and deliver the vehicle to her residence.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I purchased used vehicle 2004 sprinter not from this dealer. Like any used vehicle it needed some repairs so I took it to a trusted dealeship with trained mechanics. Two problems 1) abs traction control light on after hard left turn. paid for diagnosis told needs steering position sensor. I purchased new sensor from euro parts distributor 475.00 drove vehicle away only to have light come on again. I was told only a alignment problem. Drove vehicle away again light came on. The dealer I bought van from had installed steering rack 4 splines off column coupler to rack. rancho figured it out. fixed did I need new sensor? 2) problem check engine light needs glow plugs 1 & 2.number 1) comes out 2) frozen in head. Rancho mechanic removes head to send to machine shop for removal head reinstalled vehicle running well passes California Smog. Return days later fuel leak. Rancho said it was small hoses to high pressure injection pump. Rancho repaired hoses should have been replaced when head was removed, $20.00 in parts. I would have paid for easily when spending 1,950.00 dollars in labor. Fuel leaking again from injector seal #3 service advisor said leaking from #3 visible #2, & #5 also leaking again repaired by Rancho only to have #4 start leaking 600 miles later and Dealership says #4 injector frozen in head head has to be removed again, Ranch claims not responsible. After spending 4,000.00 in repairs I can't understand Rancho's position bolts on back of intake manifold not even tightened. One wonders if injector bolts were torqued properly.Desired Settlement: For Group 1 Auto to step up and take responsibility and look at mechanics come backs, service manager to acknowledge poor service.

Business

Response:

The BAR Bureau of Automotive Repair has conducted a full investigation pertaining to this Sprinter Vehicle. We have tried numerous times to remedy this concern and have exhausted our Goodwill efforts. We have supplied Mr. [redacted] with the attached warranty. Please let us know if you need more information regarding this complaint.Regards,[redacted]Customer Relations ManagerRancho Chrysler

Review: I currently use Rancho Chrysler to do any warranty repairs or oil changes, so that there can be no issues later with saying I did not use a certified mechanic. However, in the times I have gone there, I have only once had a repair completed correctly, and even then, the staff don't seem to care about customer safety. My original complaint was that when I bought my car, the air bag sensor was broken, so I took it in. The lady told me they would have to order a new part, but that my car was completely safe to drive. When I asked if she could guarantee my airbag would work, she said she could not. I asked how it was completely safe then, and she had no answer. I left my car there and the repair was then done correctly. The next time I came in was for an oil change, which was overfilled, and I had to return to get it drained and done correctly. I then took my car in to get the mirror fixed, as it was loose. They ordered me a new mirror, and I dropped my car off to have it replaced. When I picked up my car, I noticed a blinking light. I asked, and after an hour of waiting was told that the sensor in my 300 SRT had to be calibrated. I made a second appointment to get it calibrated. I took it in, and at the end of the day when I was supposed to pick my car up, I was told they needed a special part and it would take 7-10 days to get. They told me I could pick my car up and drive it home till they got the part. I picked up my car to find a NEW warning light, telling me my front collision warning had been disabled, along with my cruise control. I asked them if it was safe, and was told once again it was safe to drive home. Halfway home I realized the ride was bumpy, and found that I no longer had the option to change my suspension in and out of sport mode!!! I took my car back telling them I didnt feel it was safe to drive, as I didnt know what else was wrong, and asked why so much was going wrong to fix a mirror. Once again, no answer. Today I was told the part came in and my car was fixed. I ASKED ON THE PHONE FOR THEM TO CHECK MY ISSUES, and was told that they had checked all the issues, and everything was perfect. I came to pick up my car, and guess what wasnt perfect.... my suspension is still stuck without being able to change into sport mode!! I had to leave my car AGAIN!!! I have now made 4 trips to pick up my car, I have lost hours in work, I have had to pay for rental insurance, and gas for a 20 minute drive EACH way to the dealership. At this point, this is negligence, and has cost me a few hundred in lost wages and rental costs.Desired Settlement: At this point to make up for my costs, I would like either a gas card for $200, or a free tint for all windows. I feel this is fair, and am actually giving the dealership a break, as my total expenses were more than $200. I would also like to formally complain for the lack of workmanship, or even simply checking the work they have done, costing me time and money over, and over again.

Business

Response:

The customer came to Rancho Chrysler Jeep Dodge with a vehicle purchased from another dealership. He wanted us to repair the rear view mirror which was apparently loose. The sensor for the Adaptive Cruise Control (ACC) is also located in the same part. The sensor automatically adjusts distance between other vehicles on the road while in cruise control mode. This is not a normal repair as we later learned. It requires Regional Technical Assistance and the use of their calibrating machine to validate proper alignment of the sensor. Most of the repair wait time was associated with the delay in waiting for delivery of this special equipment. The customer was notified of the reason for the delay.

We authorized a goodwill rental of a basic vehicle with a local [redacted] Agency. As with all rentals, the customer is responsible for fuel, insurance, and late charges should they occur. Most insurance companies with full coverage insure their drivers during a rental period. The customer's insurance policy did not have a renters provision so he had to purchase coverage during the rental period. After the first day of rental, he returned to the [redacted] Rental Agency complaining the vehicle needed to be larger than the 2-door model he was currently renting. Again, we authorized an upgrade to a base model Mercedes Benz Sedan, at our cost, even though it was outside our normal company rental guidelines.

The repair procedure is complicated and may have affected other systems in the vehicle resulting in premature calls to the customer notifying him his vehicle was ready. It was then we realized the rear view mirror needed to be calibrated and we requested the proper tool from the Region. When the vehicle was completed, the customer requested additional compensation from Rancho Chrysler Jeep Dodge. The customer requested either a $300 gas card or for us to pay for full tinting of his vehicle for the inconvenience of those premature calls. Our bill from [redacted] for the two vehicles was over $1,100 and we feel that this was fair compensation for his inconvenience. We informed the customer of our decision at the time of pickup and he obviously disagreed with our conclusion.

Rancho Chrysler Dodge Jeep has worked to assist the customer during this difficult repair cycle. We feel that our absorption of his rental costs was a fair compensation for any inconvenience he may have experienced.

Regards,

[redacted]. [redacted]

Customer Relations Manager

Rancho Chrysler Jeep Dodge

P: ###-###-####

[redacted]@group1auto.com<mailto:[redacted]@group1auto.com>

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

First off, I find most of the response to be an utter lie. A complete and utter lie, unless the information I was given during the repair time was a lie. "This

is not a normal repair as we later learned. It requires Regional

Technical Assistance and the use of their calibrating machine to

validate proper alignment of the sensor. Most of the repair wait time

was associated with the delay in waiting for delivery of this special

equipment. The customer was notified of the reason for the delay." Most of the time was spent, from the repair shop attempting different repairs with different parts, and attempting repairs BEFORE the proper tools were ordered. The original mirror was replaced easily. However, they then attempted repairs without the calibration tool, which resulted in complications. This was all relayed to me by my service adviser [redacted]. They then ordered 2 more parts, which did not work, and finally had software reinstalled on the car (Which I had said from day 1 was most likely the issue)

"We

authorized a goodwill rental of a basic vehicle with a local Hertz

Agency. As with all rentals, the customer is responsible for fuel,

insurance, and late charges should they occur. Most insurance companies

with full coverage insure their drivers during a rental period. The

customer's insurance policy did not have a renters provision so he had

to purchase coverage during the rental period. After the first day of

rental, he returned to the [redacted] Rental Agency complaining the vehicle

needed to be larger than the 2-door model he was currently renting.

Again, we authorized an upgrade to a base model Mercedes Benz Sedan, at

our cost, even though it was outside our normal company rental

guidelines." - This was true, and the dealership has made it very apparent how much of a favor they did for me with this.

"The

repair procedure is complicated and may have affected other systems in

the vehicle resulting in premature calls to the customer notifying him

his vehicle was ready." This is NOT why I was prematurely called. I was prematurely called, due to the mechanic NOT checking his work, and being told that my car was ready, signing off on the car for pickup, and then once I got in the car finding that MORE issues had arisen due to the mechanic not checking his work. THIS WHOLE ISSUE arose from the mechanic NOT following correct procedures for the repair of my car.

"The customer requested either a $300 gas card or for us to pay for full

tinting of his vehicle for the inconvenience of those premature calls." This is ALSO not true. I did request a $200 gas card or window tinting (which I thought might be cheaper for the dealer) NOT because of a couple calls, but because of the fact that my car was in the shop for 26 days due to the mechanic NOT USING THE CORRECT TOOLS for the original repair, and also the LOST WAGES from leaving work early to pick up my car 3 times when it was not ready. This was all explained to the dealership.The entire reason my car was out of service for so long was due to the mechanic attempting repairs BEFORE the part came in, causing additional issues. It was NOT due to waiting for a special part as the dealership is trying to say.

"Our bill from [redacted] for the two vehicles was over $1,100 and we feel that this was fair compensation for his inconvenience." The dealerships original cost for a basic car was $910. Their courtesy upgrade made their bill $1170. Being that I own the MOST expensive car they make, with every possible upgrade, I do expect a comparable car. Not a 2 door chevy that I could not fit customers inside for work. They have since brought this up every time they have spoken to me about my car repair, and also harassed me by telling me that "they dont believe my car ever had the option, and this was all a courtesy to me"

The fact that the dealership is trying to downplay this, and make me as the customer sound unreasonable makes me sad. Not to mention the fact that the Customer Relations Manager is anything BUT customer relations.

I can go into more things, such as a voicemail I have telling me that they would do something for me, and they would make this right from the service manager (after I had the rental) who then changed his mind. I can go into the fact that the dealership THREW AWAY my service records from inside my car, telling me I did not need them, and then went through my glove compartment. I can go into the fact that they BROKE my items in my trunk, when they accessed it to get to the battery.

Quite simply, this is another case of a business trying to protect itself, instead of caring about the customer. They quite simply could have made things right by simply accepting responsibility. Instead, they have tried to make excuses, blaming the delay on parts, explaining how much extra they did for me, etc. When I asked for compensation from lost wages, having my car gone for a month when it should have been no more than 2 days, rude staff, etc. I carefully figured out my costs, and asked them for UNDER what I lost. Instead they have fought me multiple times, when they could have just given the small compensation and ended this with a happy customer.

To top everything off, I am now branded as the bad customer, as the last time I walked in, the first thing the service adviser told me was "Wow you really ripped us a new one in your last survey" Keep in mind, this was a service adviser I had never used before, but who, amongst others had been told by his employer about my survey.

This dealership does not care about its customers(as multiple reviews on multiple websites will show) and when given a chance to make things right, instead chooses to try to protect itself to save... maybe $200 to keep a customer for life? They would rather lose the customer, and to top it off, keep trying to protect themselves.

There is simply no accountability here, and I will continue to contact Chrysler until I feel that the proper action is taken (keep in mind this is not necessarily asking for compensation. At this point I want an apology for the service manager accusing me of never even having the option on my car (the thing that their mechanic broke) and I want to know why they feel it is better to lose a customer, get bad review on multiple sites, over just making their customer happy.

They need to train their mechanics, learn what customer service actually is, and stop trying to protect themselves by shifting blame to the customer when they make mistakes.

Regards,

Review: My 2015 dodge durango started having issues with the radio with less than 2000 miles on the car. The dealership said they fixed it but the problem still exists. They told me they would replace the radio but my calls go unreturned now. I spoke to the customer service manager debbie boor who told me her records showed my radio was replaced. She assured me my service advisor would call me the next day. Two weeks now and still no call. It has been over a month and a half since this first began.Desired Settlement: I want a replacement of my radio and an extention of my satellite radio service to replace the two months I have had to deal with this malfunction

Review: I own a 2012 Jeep Grand Cherokee 5.6L V-8 4x4 Overland Summit. It was purchased new and ordered through the military auto exchange program while I was on deployment. It has about 14,600 miles and is in extremely good condition. It is the Luxury SUV model/package vehicle Since being home in May from my third deployment in four years I have little issues arise with my Jeep and major issues with Rancho. The first one being the when I drove my jeep for the first time after returning and the windshield cracked in two different directions just after pulling out of my parking spot. I took it to Rancho to have it looked at which time they determined it was a defective windshield and would need to be replaced. I dropped off my jeep and the new windshield was installed, I drove it for about a week when I noticed the windshield seals were not properly installed. I dropped my jeep back off to have the seals replaced. Later on about a month later a rattle had developed in my sunroof, AC unit was not working well, stereo/USB/Bluetooth issues, cap in the passenger door was missing, and window seals where warped and needed to be replaced (summarizing two additional visits).Came back to pick up my jeep and find all issues were not corrected and the sunroof was not working correctly. I requested that I be given a dealer vehicle again which was still a dodge dart and an upgrade part be added to my vehicle as a gesture of good faith (mud flaps appx $300). They agreed and when I came back again to pick up my vehicle there was additional damage to the interior: overhead fabric lining hanging out, holes in lining, plastic parts not clipped in or installed correctly, missing wind screen on the sunroof, sun visor broken and loose, support handle loose, paneling loose or damaged, seatbelt rail broken, seals not attached, cap still not installed. All work was signed off as complete and checked. Clearly not. I was told to keep my vehicle because there wasnt a comparable vehicle I could have and parts would be ordered and all the issues fixed. I asked for another part upgrade (exhaust unit apx $1600). The dealership said no because of the cost of the other repairs and parts to fix their mistakes. Upper management has not been polite or understanding and the technicians have caused my vehicle to not be at the quality it was when dropped off.Desired Settlement: I want my vehicle to be fixed completely to the level and quality my jeep was dropped off. They have agreed to do so. I also want another upgrade to my vehicle which is the upgraded performace exhaust system est part cost of $1600. There are few other parts I can upgrade in my vehicle becuase it is already fully loaded. I have missed time at work, been weeks without my jeep, and had to QA thier poor repair work. They gave me mudflaps for ealier failures and this is twice as bad and issies not fx

Business

Response:

The customer returned to the dealership after he had previously created a repair list of his concerns. We repaired every item on his list and called the customer for final inspection. Customer inspected and accepted the repairs and took the vehicle. Several days later he returned complaining about a noise from the right rear of the vehicle. While the customer waited, we found and repaired the noise from a clamp on the new exhaust rubbing on the frame. Filled the vehicle with gas and did a convenience wash. Total cost for the dealership exceeded $2,000 for the Mopar Exhaust and Cold Air Intake Systems we installed at no cost to the customer. We consider the Complaint closed with no further action required.

Customer Relations Manager

Review: My brand new 2014 Dodge Charger srt8 (limited edition serno#178) went into the shop for the 16th time today for a check engine light. It only has 8400 miles on it. Of the the dealership put on 938 miles trying to figure out the problem and still haven't. I've tried speaking to everyone at the dealership and all they tell me is to contact Chrysler corporation to see what they can do. It's been 4 months and they still haven't returned my call.Desired Settlement: I want to either my engine replaced or to be put into another charger of equal value.

Review: I purchased a brand new 2013 Dodge Dart from this company in February 2014. The finance manager Adolfo was VERY unprofessional!!! He left me an unpleasant voicemail, informing me to meet him off of his work hours. He told me I am not able to bring my vehicle to be serviced here anymore. I have taken my car to this dealership 4-5 times within the first few months of having this car because the car's Bluetooth & voice connect does not work and will ONLY work for a few days then stop working. They initially told me that they would replace the WHOLE unit if they couldn't resolve the issue, they still have not resolved this issue 6 months later! I cannot connect my phone to the car Bluetooth to avoid handling my phone while driving, This is one of the main features that I requested & have NOT been able to use at all!! Another issue is that the salesperson who sold me the vehicle surprisingly was no longer an employee there a month after I purchased my car, he was not truthful at ALL of the features of the car, he was not knowledgeable of any features on the vehicle, and I didn't find this out until I did research on the vehicle myself after I purchased it. This car brand new they sold to me for $24,000 Asking price was $17,000. That's not even market value for the vehicle, I feel robbed. I feel cheated.Desired Settlement: I want replacement of my radio & to be upgraded to the 8.4in Touchscreen with navigation for all of these issues. I don't want to do business with this company EVER again after this is completed. They're horrible workers! They're rude! & they don't deserve the business they get. They bait people in, and once they get their business they treat their customers like CRAP & its SAD!!!!!!

I have never felt the need to write a review to the Best Business Bureau, however rancho jeep needs to be called out. I've had many issues with their dealership and the way they run things there.

My feedback is strictly about their service department and the technicians. Every time I take my 2012 Jeep Grand Cherokee Overland into service, they literally have the biggest parking lot full of cars that they can't work on for 4-5 days. I know this because the rep even tells me that is the case! Direct quote from my saws rep, "well I don't know why they told you to bring it in on a Friday, because we won't even be able to look at this until Wednesday"...It seems that they take all the appointments in the world and then put all the cars in the lot and get to them over the next 4-5 days. This last time it took 6 days (tomorrow is 7) to change my oil pan on my car.

Here is the real kicker however, this oil pan change was botched the first time so I had to bring it in again! That means for the same issue they've had my car for a total of 12 days, two separate times.

Obviously their technicians don't know how to do their jobs. They are nice enough to give me a rental, however I'd rather not drive it around for a week at a time. I spent $30,000+ on my car to enjoy it, not have it sit in the service lot with SO many other cars for 4-7 days for simple fixes.

My bottom line for this business is, stop scheduling so many appointments and keeping everyone's car there for an unnecessary amount of time. It would be much more efficient to have people make appointments to drop off their car when the service department can actually work on it instead of this hoarding technique currently being utilized.

Most recently, I drop my car off on a Friday and called on Tuesday afternoon to check in on the status because no one calls me at all to let me know what's going on. I was told that they just looked at it and it appears the oil pan needs to be changed out again. I thought to myself, no [redacted], that's why brought it in in the first place and it had to sit in your lot for five days before anyone laid a finger on it and got the bright idea that it was the oil pan?

My frustration is with the extremely poor turnaround time for relatively simple fixes & mechanics who make mistakes that make me have to take it in again.

My final thought for this atrocious business model is that I believe the technicians are extremely rushed to do the jobs because they take so many appointments and literally have a parking lot full of cars to work on. That results in sloppy and incompetent work which brings back the same customers again only to deal with it all over.

My service advisor [redacted] however, is the only shining star. Very nice guy and always attempts to be helpful.

Unfortunately, he can't make up for what's going on upstairs.

Noah

Review: My wife brought her Jeep to Rancho for repairs and was told by the service department of Rancho that if she was willing to leave her car for the repairs that they would provide a rental. My wife agreed and she was sent across the street to [redacted] Rental Car. She was provided a car and returned it two days later when repairs were complete on her Jeep. The total bill was $70. Rancho agreed to pay it and that was the end of story for a few month. Several months later a $70 charge showed up in our bank account from [redacted]. After lengthy back and forth with Rancho and [redacted], we were informed that Rancho initially paid the $70, but then months later recalled the payment.

So we ended up getting charged the $70 that was supposed to be paid by Rancho. Rental car was even an entry on the invoice we received for the repairs.

We have tried to resolve this several times over the course of the last month and a half with [redacted] from Rancho. She refuses to make us whole and directs us to [redacted] from [redacted]. [redacted] is the one who informed us that Rancho recalled the payment a couple of months after making it.Desired Settlement: A refund of $70

Review: This dealership does not care 1 bit! They don’t care about your well-being, your time, making what’s wrong right…NOTHING! The service we received is UNACCEPTABLE! I mean really unacceptable…it’s worse than those little mom and pops broke down places on the corner! I have never in my life received such horrible service from not just 1 person but multiple departments and the managerial staff. Almost immediately we noticed a few items wrong with the truck and contacted sales person who referred us to our service advisor. We waited and waited... We have made 5 trips down to Rancho to get our truck fixed and every time one sales person say they will cover it, then the service says sales said they won’t cover it! The service dept. says we told sales about these items and they should have told you. I want that list! I want to know what else besides Tire sensors not working, the side panel is falling off, the passenger door does not lock, and the 2nd row of chairs does not lock in up position. They fall back down and are a hazard, especially with children, the dashboard is cracked, and the emergency break doesn’t seem to work properly. That’s a lot of items to not point out on a $30k purchase! We have gotten bounced around from manager to manager, from department to department. We keep on waiting for one manger to another manager’s approval. We are always the one to call and then have to remind them of everything that is wrong with the truck and what we are waiting for. We have tried to leave the list numerous of times and they say it’s okay you can go over it with the person who calls you back. I just want to get my dang truck fixed so I can never go back to this dealership again. I wish I’d never traded my Vehicle in if I knew this is how we were going to be treated. I hate the run around!!!! The service we received by Rancho has been such a disgusting disappointment that I will be contacting Chrysler Group LLC!Desired Settlement: We want them to fix all that needs to be fixed. Offering a significant gas card or monetary compensation would suffice and some addition services would be nice for a month of run around. I just hope that will learn and not treat people like a number and keep the people that actually care and not fire them!

Review: My wife and I went in to purchase a vehicle and we were able to get financed. The papers showed we were being financed by [redacted] and the finance guy said we were being financed by [redacted] and to disregard what the contract said and we asked why the contract wouldn't have the information correctly and no answer was given. We left thinking we were making our first payment on January 18, 2016. I get a call a couple of days ago from a supposed [redacted] agent saying they need to verify a few things about our car loan. We were completely confused because we do not have a car loan with [redacted]. I call the finance guy and ask him what is going on. He tells me that [redacted] pulled out because they do not finance people who work for a repossession companies. I do not work for a repossession company. I tow heavy duty equipment. We started to think this is getting fishy. They say we are now being financed by [redacted]. We found out its not actually [redacted] it is an affiliate of [redacted]. We look up this finance company and it has the worst reviews in history. We tell the finance guy what we found and he said that we should be grateful and lucky that anyone financed us and that he did us a favor. When we originally were trying to get financed we had multiple offers so that doesn't make sense. We then find out that we have 45 days until our payment is due because they just got our paperwork but when we talk to the finance guy he says we have to pay on the 18th. Today is Friday and Monday is a holiday and the payment needs to be sent by mail to this finance company which is not going to get there on Monday. This company is known for repossessing vehicles for late payments or payments being lost in the mail or never receiving them. We ask the finance guy at the dealership if we have a choice in the matter and he says no. They also say its past the 30 days since we bought the car so we are unable to return it. Hopefully you can help us.Desired Settlement: I would like to be able to have the opportunity to find a different finance company and have everything they are saying and doing in writing and keep us informed when they are any changes to our contract.

Business

Response:

Greetings,

I have taken the time to look into the details associated with the complaint and have learned that the [redacted] declined the loan application because [redacted] works for the same company that provides a repossession service and therefore presents a conflict of interest. We then sent the application to [redacted] Dealer Services which accepted the loan. We are not happy that this process was uncomfortable for our valued customer and want to extend our humblest apologies. We value our reputation and do not conduct business with out proper documentation allowing us to submit for auto loans on behalf of our customers. Our Finance Director has explained to me that documents are signed that give us rights to submit for auto loans. in closing I would like to say that [redacted] had a poor experience with a lending company named [redacted] (a third party lending co.) which accepted payments from this customer and did not report the payments to the bureaus which lead to a credit rating that doesn't have any good payment history which made getting approved for a loan a little difficult.

Review: This complaint is about a mis-diagnosis and installation of a fuel pump that was not needed to fix the repair that I brought my moms van here for. Moms van was brought in because her fuel gauge isn't working properly. (It reads full all the time, until the tank gets almost empty, then the chime starts ringing suddenly. There is no reading in between full and empty.) The part that is needed is the Body Control Module or BCM. They installed the fuel pump and sent her down the road, obviously they didn't test they're work because the gauge is still doing the exact same thing it was doing before she took it there. She drove it thinking it was fixed, until the chime started going off again. Slightly panicked she made it straight to a gas station. My mom is 83. I feel that they should pay for the BCM, after installing a fuel pump that she didn't need. If they do that, I consider that "a wash" . Both parts cost about the same, over $500! They don't feel the same, that's why I'm here. They inconvenienced my mom by keeping her van for at least four days and still couldn't figure out the problem,l. It took from Oct. 21st until Dec 9th to get the right diagnosis! The BCMDesired Settlement: Since I payed for a fuel pump I didn't need, they can pay for the BCM. A wash.

Business

Response:

Greetings,

This customer has been refunded the entire amount. We were unable to locate all of the parts that were needed to repair the 1999 Dodge Grand Caravan. Rancho was following instruction through Chrysler to repair the vehicle. we have answered Yelp reviews from this individual and have received poor scoring surveys as well. This vehicle cannot be repaired by the Rancho Service Center and we have had discussions with [redacted] and His Mother [redacted]. We in no way have intentionally put parts into the vehicle without being advised to follow protocols by Chrysler. The new water pump is still installed in the Dpdge Grand Caravan and the cost of repair labor and parts has been refunded as a goodwill gesture. in closing we apologize that we have given the impression to [redacted] that we do not care and would cause him to accuse of elderly abuse. [redacted] has informed us that a mechanic has been located that can get the parts and that is great news. perhaps the mechanic goes to a wrecking yard to locate the difficult to find parts. we cannot guarantee the use of such parts and therefore we do not do this service.

Regards,

Customer Relations Manager

Rancho CJDR

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. My mom received her check on 1-11-16. Just note that in her response, [redacted] says "water pump" when actually it was the "fuel pump" that they mistakenly installed. Another "mistake" by there professionals over there! It's the details! I'm telling you! [redacted] also mentions " long list of repairs", if the BCM is a long list, I'd hate to see the short list! Also when Sean, there " service director " called me , he " mistakenly " was telling me that they already replaced the BCM, when he meant to say " circuit board " that they supposably changed. He insisted to me twice, that they replaced the BCM, I said to him, " I'm looking at the invoice right in front of me!, it says that the BCM is on order"! Then , the sound of a keyboard being tapped, then he responds, " ok, the BCM, does that sound familiar?, he says! At my wits end , I tell him, " do me a favor, know what your talking about when YOU call me! I believe it starts at the top! Details are important! Yeah, they refunded the cost of the fuel pump, but you can't refund all the inconvenience and wasted time caused by Rancho. My mom asked [redacted] when she called about the refund, " are you admitting that you were wrong? Her response, No, we're just refunding you the cost of the fuel pump because of what I said on Yelp!?? I believe they call that " no contest" in court.

Regards,

It's really unfortunate that these people are still in business, from the service manager and his staff that ruined my 2013 Dodge Viper GTS - mind you a ($140,000MSRP) that they ruined with criminally negligent repairs, after 18 RO's they misprinted the last RO in their favor looping 4 repair attempts for electronics and mechanical failures into 1 which obliterated any chances of a lemon law buy back, for which they would have taken some sort of hit for eventually as Chrysler shoveled their loss back down to the dealer responsible for the repairs.

I decided, that I would purchase another Viper from these kids, and their new management said it would be alright to discount the vehicle, little did I know discounting a vehicle meant that even though delivery progress and tracking for the vehicle is pretty much exactly like UPS or FedEx handling a package, you know exactly where it is and when it's going to get there. Long story short, I signed for the car prior to it showing up - it was going to show up within 24 hours, apparently despite knowing when it was going to show up they sent their only Viper tech on vacation and wanted to hold my car hostage for a week in their showroom until their tech returned.

So let's fast forward, I made a scene over not being able to take my 140,000 dollar car home that day since I've been waiting for it for 6 months and they figured out how to do the PDI, and of course I was angry - but then here comes the twist, apparently I'm some sort of unruly, and highly abrasive customer that it's all my fault.

I let it all go, and gave them good surveys and moved forward and a few months went by I decided to email them and ask them about purchasing a new vehicle, since all is past and forgiven, their manager called me to tell me that he's a little butt hurt over our previous interactions for which I apparently offended them by purchasing a $140,000 dollar car from them - that he would not like to order another vehicle for me.

All said and done, these guys are incompetent, rude and cannot seem to get their act together and constantly blame their customers - ps. changing lights in a showroom doesn't change your inadequate and unprofessional staff, it's merely putting the spotlight on your [redacted] ups

Review: The vehicle I purchased has had many issues. The main complaint is with the transmission. I am now currently on my third transmission. The first repair required 4 full weeks, it was a complete failure and the vehicle was inoperative. The second repair required an additional week. The transmission will have abrupt transitions between gears. On multiple events, the vehicle will jerk forward upon ignition even thought he vehicle is in park. On top of this concern, multiple recalls tied to my vehicle has come my way. I cannot continue returning to the dealership to address all of these issues.Desired Settlement: It has become apparent that the issues with this vehicle are unable to be resolved. There has been too much time on my part, wasted in attempting to resolve the vehicles issues. I am extremely frustrated with the product and all failed attempts in resolving this vehicle. I do not trust the product nor do I trust the manufacture. I want this lemon taken back by the manufacture.

Review: Bought a new Dodge Ram 1500 on July 5th 2013 I did not test drive the truck, 3 days latter my husband notice that the truck was over heating,I called the sales person to let him know he stated that it was no problem,just bring it back to be checked ,so I did took it back on7/8/2013 left it in the morning pick it up in the afternoon they said that everything was fine.but the temperature gage still rading high.took it back again the service department manager told me that it was a software issue.I talked to the sales manager and told that I did want to return the truck ,he stated tha I have to give them the oportunity to fix it first I asked how long do I have to wait he said 90 days,I asked him to put it in wariting and he sign a letter stating that if Chrysler does not have fix within 90 days from 7/15/2013 Rancho will exchange the vehicle for a like model.few weeks latter they call me to bring the truck back to be checked by a Crysler specialist. I asked her to let my husband test drive anothe truck like ours to see the diference , the other truck gage reads normal .she kept the truck for 2 days and after that she stated that there is nothing wrong with our truck,but the gage still reading high .So after the 90 day period I went back to Rancho and talked to [redacted] General Sales Manager and asked him what he was going to do he stated we will give you another vehicle he said he was going to contact Chrysler 3 days latter I send an E-mail to the service manager and he stated that Chrysler said that there is nothing wrong with the truck I went back and talked to Mr Crumlish he was rude and arrogant I told him that I was not happy he said that is nothing he can do I told him that will consult lawyer he said do what you have to doI do have15 lawyers that work for me. Please advise Thank You [redacted] & [redacted]Desired Settlement: We really like the truck we just want the problem to be fixed or repleace for another one that works .Thank you

Business

Response:

The customer came to the service drive complaining that her Dodge 1500 truck was overheating and she wanted a new vehicle. These types of cases are handled by Chrysler who will typically send a Regional Representative to address the customer's concerns. The representative met with the customer and test drove similar new vehicles on our lot. The customer's truck was a few degrees warmer, on the gauge, than the other vehicles, but according to the representative, within the acceptable tolerances. The vehicle is showing no other symptoms of overheating other than the gauge reading. Without any other sign of overheating, the Service Department has nothing to fix. The vehicle has never overheated or overflowed coolant, there are no problem codes in the computer, and our regional representative closed her open case stating the truck was within normal operational parameters. These types of concerns are between the customer and Chrysler because the dealership is bound by the decision of the Regional Representative. We tried to explain the findings, in person, with the customer and she did not accept Chrysler's conclusions.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I do not agree with Chrysler conclusion,attached is a copy of the dcuments.

Regards,

Review: I bought a 2009 Dodge Journey from Rancho Dodge in September last year. After having the car for just over 5,000 miles I discovered I was leaking radiator fluid and then discovered I had blown head gaskets. Service department insisted the are wouldn't be covered under warranty so I was forced to get full payment for repairs from Navy Marine Core Relief Society. After waiting 3 weeks for repairs to be done finally got the vehicle back. Then we are started to notice a decrease in gas mileage and the dealership didn't even want to look at the car. After another 5,000 we attempted to trade the car in with no success, the vehicle overheated due blown hoses from the engine. Awaiting full diagnostics from service department to find out what else could be wrong.Desired Settlement: I have already demanded replacement vehicle but dealership insists the car is in great working condition.

Business

Response:

The customer was recently in to repair a leaking heater hose assembly. Prior service history showed a blown head gasket 5,000 miles after his initial purchase. The customer puchased the pre-owned vehicle and did not have an extended warranty to cover the repairs. The initial problem was repaired without any further incident. After driving an additional 5,000 miles the vehicle now has a problem with the rear heater hose assembly. Hoses are not covered under most extended warranty packages because they are considered a "maintenance item." The repair was completed and the customer took possessionof his vehicle on 10/21/13. The customer returned on 10/22/13 complaining of leaking radiator fluid. The vehicle was immediately raised on the lift to verify his concern. The technician inspected the vehicle with the Customer Relations Manager present. No leaks were visible. The customer was allowed to inspect the vehicle with all three of us present and no leaks were visible. The customer still felt that it might leak later and stated "I will place cardboard beneath the vehicle tonight to see if it leaks. " Contacted the customer @ 10:00 am on 10/23/13 to see if the vehicle had a problem. The customer stated that there were no leaks overnight. I told the customer that if he has any problems in the future to contact me directly.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[When I had bought the vehicle I did in fact buy a extended warranty. When I went in for repairs the first time, the service department insisted I didn't even after showing them the contract. They did repairs and then my warranty company contacted me to find out why the vehicle was in the shop. I discussed the issues with them. They sent out an appraiser to look at the vehicle but repairs were already done. The warranty company said that I was over charged for everything and that my engine problems were covered fully under warranty. ]

Regards,

Business

Response:

I reviewed the original hard copy of the repair order dated April 25, 2013. Our Service Advisor contacted a Tristar Warranty Represenative before beginning the repair per normal procedures. According to notes on the repair order, the warranty company did not authorize the repair for four reasons:

1. The cause was low coolant due to a leaking resevoir tank.

2. The vehicle overheated due to low coolant levels.

3. Coolant resevoir is not covered under his policy.

4. Customer could not provide the warranty company any prior maintenance records.

The customer approved the repairs prior to commencing the work and was seeking assistance from the military for that payment. The customer paid for the repairs with a check from Navy-Marine Corps; Check# [redacted] for the amount of $[redacted] from Suntrust Bank. Upon completion of the repair, the actual completed cost was less than the original estimate. A refund of $[redacted] was issued directly to the customer on Check# [redacted] issued May 21, 2013. I checked through our Accounting Manager and verified that Check# [redacted] has in fact been cashed.