Friendly Chrysler Dodge Jeep Ram of Hamilton

otselicvalleygarage responded

typo- after voice mail messages were left, we never received any call back. we would love to resolve this matter but the repair facility we do not trust. we both will be off 6/19/2025. we were going to take to different dealer if that is what it takes !

otselicvalleygarage responded

we received two phone calls, just two. I sent mike a message to his cell phone number which he gave to us in his message. Stellantis is supposed to be dealing with this, complaint number 93273856. we do not understand how after receiving the photos as evidence it only garnered two follow up calls which we returned only for them to go to voice mail which we requested a return call! none came! We have parked this vehicle you can smell the oil burning off when driven, vibration and pulling right, never did this before. rear drive shaft has hammer mark damage and it is spilling grease out. rear catalyst converter is destroyed, ( $1,000.00) , PTU not only shows damage and covered in oil it appears to have a crack which is in the photos. To make it even worse after checking repair invoice not even done correctly, list wrong repair, wrong milage? WE cleaned the vehicle after you had it three weeks, you could not even wash it? My wife liked this vehicle, and sales did her good, but after the sales ruined that, she wants this vehicle gone so as soon as the repairs are made its gone, she will not drive it anymore she does not trust it nor trust your repair facility! We were left with no other option after nobody seemed to care about the damage done, so we went out looking for help!

otselicvalleygarage responded

dealer request I post update. as of today7/9/2025 , they will order parts to replace damage they did , they did admit to being liable , but we will not see any parts until estimate date of 7/24/2025!yes that long ! dealer employee has said if my wife refuses to feel safe driving the vehicle until repairs are made it is on her, they deem it safe to drive. The following they agreed to replace, rear drive shaft, which is damaged, power transfer unit, which is damaged, rear catalyst, which is damaged, left front cv axle which is damaged. I am doing my best to be civil here, sales had zero to do with this so please do not use this against them, they did try to help replace our vehicle with a new one, but it fell really short in our opinion of a serious offer, asking us to go to a higher payment and further into debt because of what they did to our vehicle! I know this dealer wants this removed but how can I? we are going on over a month, told we must wait even longer! I do not believe these dealer owners really care, it's all about profit not costumers. once we get our vehicle repaired and back, inspected we will then update this.

otselicvalleygarage responded

You will notice I did an update on the date of 07/09/2025, per request from the dealer. then I was sent the following which due to this site not allowing to post photos or documents I will cut and past. Dear Carlton Stark: This message is in regard to your complaint submitted on 6/2/2025 against Friendly Dodge Chrysler Jeep, Inc.. Your complaint was assigned ID 23406756. The business has sent the BBB a message regarding this complaint, and we are passing it on to you. The contents of this message are below or attached. Please contact us within the next 5 business days with your response to the company's message. If we do not hear from you we will assume the matter has been settled and the complaint will close Answered (Assumed). If an offer was made by the business and you will accept it, you MUST follow up with the company to let them know and work out the details. The BBB publishes the details of complaints received by our office. The text of your complaint may be publicly posted on BBBs Web site (There are a few instances when a complaint does not meet publishing guidelines and BBB reserves the right to not post in accordance with BBB policy). Please do not include any personally identifiable information when you tell us about your problem or in your desired outcome. By submitting your complaint, you are representing that it is a truthful account of your experience with the business. BBB may edit your complaint to protect privacy rights and to remove inappropriate language. Regards, Lou Ann The Better Business Bureau MESSAGE FROM BUSINESS: Mr. Stark was made aware of the time frame we were dealing with. We repaired the vehicle and it was not to his satisfaction. Mr.Stark attempted to reach me and claims he had no success. I reached out to him immediately after I learned of the situation. I was unsuccessful in doing so. We then sent Mr. Stark a certified letter stating we were trying to reach him. Finally, he called me. I made an appointment to meet him at his own garage to inspect the vehicle. I thought we had an agreement and a simple resolution. We advised Mr. Stark we would replace the damaged components and he was happy with this solution. We even tried to assist him with taking the vehicle in on trade and providing a substantial discount on a vehicle. Unfortunately, they could not afford this option. His wife also made mention he has a difficult time getting in and out of the vehicle due to his height, we were hoping to provide them with a better vehicle option. Furthermore, they have attempted to slander our business on social media. I also asked to update the statements on social media as some are lies and his demands are just unrealistic. We feel we are making every attempt to make the situation right and yet, it's still not good enough. Furthermore, Mr. Stark is welcome to take his vehicle to another CDJR dealership as the parts we replaced are warrantable. In short, we are made to believe this situation is handled however, his comments on social media are different and condescending. The parts have already been ordered for his vehicle and he has an appointment. I would ask with respect, this case be updated and closed as we provide a logical resolution. PURE LIES AND UNPROFESSIONAL. we were to believe they would be honest and professional, we did as they requested and no new posts,no attacks, then they sent out this scathing, nasty response to BBB. what makes it even worse is that usautocare which is part of Stellantis is very aware of this! we have photos for proof , we have recordings for evidence , everything which was reported was indeed facts. they stated I needed a different vehicle because of height issue, I am 5'7" need any more proof!I do have medial issue but anyone can see it is not height! FACT they accuse us of slander, yet we have shown the evidence, and they admitted to the negligence! FACT they stated we have an appointment which is not true they ordered parts with open date due to not knowing when the parts will be in! FACT They wrote about a deal on vehicle offer, they would profit from the deal and we get a bigger payment . great deal right! FACT They offer for a different dealer to do repairs, no dealer is going to do repairs after they damaged the vehicle. FACT they admitted to committing fraud in this statement, stated in writing they are claiming all parts are covered under warranty, how can that be when you damaged the parts out of negligence, unless you are lying to the warranty company even Stellantis agreed it sounds not right. The dealer even tried to claim we are doing this due to our sons once working there, this is so disgusting to try to push what they did into some family issue, two of our sons once worked for the company and other dealers, both are mopar certified techs but decided working for dealers was not what they wanted and went a different direction. due to the behavior of the dealership and employees, we will not change the ratings, if anyone was slanders is us by the dealer, I wish this site could allow us to post photos and more to show how dishonest this dealer is! If all I can do is try to protect even one person from going thru what we have is all I can ask for!

otselicvalleygarage responded

today it is 8/15/2025,( new update) we were contacted by the dealer employees and told we need to have our vehicle at their repair facility at Hamilton dodge so they could do the repairs, they told us as of Monday8/4/2025 it was going in to be worked on, the service manager mike was going to make sure it was done! on 8/2/2025 we dropped our vehicle off for the repairs and did receive a loaner vehicle, but they could not get the rental agreement to print out. On the date of 8/4/2025 the service manager mike sent us an updated rental agreement (8/4/2025)! on 8/9/2025 we contacted the dealer Hamilton dodge, my wife was told they never touched the vehicle, strange since it was to be repaired on 8/4/2025 and the service manager was at work to send us a rental agreement on the same day our vehicle was to be repaired? Excuse lift was tied up, even knowing they have four more! since the rental agreement runs out on 11th, we dropped off their vehicle full of fuel and detailed, the assistant service manager stated the service manager went on vacation he did not know what to do with the vehicle? as of today, they have told us to reschedule and drop off vehicle, no time will be given to when it will be repaired just leave the vehicle! this dealership has a very bad track record; we did ask to have the work done at one of their other dealerships as they did state this in the BBB reply, (we could have any other dealership do the repairs), but I was told no, must be that statements was also not true! "Posted on this site"! everything written on this site is facts which can be backed up!we are still attempting to get this resolved and as asked by the dealer we will post updates!