Baxter Chrysler Dodge Jeep Ram Bellevue
reviews and complaints

I purchased a 2017 Jeep Cherokee Latitude 2.4L at Baxter CJD in Bellevue, Nebraska. I moved to Chicago, Illinois on May 25, 2017 and began taking my vehicle for service to Marino Chrysler Jeep and Dodge on West Irving Park Rd. in Chicago, IL.
On 12/13/2018 I took my Jeep to the Marino CJD dealer because the car stalled while driving in the middle of a busy intersection. At this time the engine was able to start, and it proceeded to turn off again. I took it in for service and was advised that there was no oil in the vehicle. I told the service advisor that I had just had an oil change done and Jiffy Lube stated that there was no oil in the vehicle when they went to remove the old oil for the oil change on 12/10/2018. The vehicle's information panel did not indicate that there was no oil in the vehicle, or that an oil change was required. Marino CJD service department put more oil in the car and advised that I bring the vehicle back after 1, 000 miles for an oil consumption test. Nearing 1, 000 miles around February 25, 2019 I contacted Marino CJD to make a service appointment. At this particular time, there was no oil leakage and the car's information panel read that there was 85% oil remaining in the vehicle. I spoke with the Marino CJD receptionist whom was very unprofessional and unwelcoming. After waiting on hold and being hung up on multiple times she stated the dealer's service department was full and did not have any availability for the next week or so. I contacted multiple dealerships throughout the Chicagoland area who also claimed to be full and advised that I must take the car back to the dealership that initiated the test. I did not take the car back because it seemed to be doing just fine and I kept getting the runaround. I have obligations to fulfill for my family and myself that I should not have to go into detail about. There was no oil leakage until the spill that occurred on March 8, 2019 resulting in this incongruity.
On Friday March 8, 2019 my Jeep Cherokee stalled in the middle of a busy intersection in Chicago, and all the oil in the vehicle leaked out onto the street. My family was in the car and we were very scared. I spoke with Marino CJD receptionist Megan, she stated that the service department was full and was booked for a week.I informed her that I needed the car inspected immediately since it was not in drivable condition. She had a very unprofessional tone, I was placed on hold and the call disconnected. I called back multiple times and got the same receptionist. I asked to speak to someone in service preferably a manager, I spoke with a service representative name Carlos he apologized for the receptionist's attitude and told me that the service department was very busy, but I could have the car towed in and get a rental car. I had the car towed in by AAA to Marino Chrysler Jeep and Dodge.
On March 12, 2019 I was informed that my Jeep Cherokee was missing its oil drain plug. The Jeep dealer proceeded to place fault on the last oil change. The last oil change was done at Jiffy Lube on December 10, 2018. Teresa, a service advisor from the Marino dealership contacted me stating that the engine in the car would need to be replaced. She said the parts for the car with labor is estimated to be around $7, 600.00. She also stated that these charges would not be covered under the vehicle manufacturer's warranty or platinum extended warranty because it was Jiffy Lube's problem. On March 12, 2019 I contacted Jiffy Lube, and spoke with Shirley the receptionist, I left my contact information for the store manager Mike and received no response.
Marino CJD denied any liability for this damage and it's service department employees and upper management placed responsibility on Jiffy Lube stating that whomever performed the last oil change did not replace the drain plug properly allowing it (the drain plug) to eject itself from its proper placement causing oil leakage and the vehicles engine to be compromised. I spoke with Teresa again on March 12, 2019 she informed me that this would not be covered under warranty and the rental car would not be covered. I spoke with Carlos on March 13, 2019 (Marino service advisor), and Steve on March 12, 2019 (Marino manager of service department ) who gave me the same information stating that Marino was not responsible for damages to the engine.
On March 13, 2019 I sent letters to the Better Business Bureau, The State Attorney General, The Consumer Financial Protection Bureau, and the Federal Trade Commission regarding my issues with the Marino CJD and Jiffy Lube.
On March 16, 2019 I spoke with Marino CJD Service Department Director Bob Whiteman, who advised me that he was working with Eric a representative from Jiffy Lube, to resolve this matter.
On March 18, 2019 I had been notified by the Marino CJD dealership service department advisor Teresa that representatives from Jiffy Lube had come to view the vehicle at the dealership and went ahead and performed service on the vehicle. All issues were said to have been addressed and I was told to come and pick up my vehicle.
On October 15, 2019 I took the vehicle back to Marino CJD because the vehicles engine kept sputtering and turning off while driving. I was told by Carlos a service advisor, that there was no oil in the vehicle and that the vehicle needed an oil change. I told him that I had an oil change done at Marino CJD dealership on July 30, 2019 and the vehicle's information panel had not suggested that the vehicle was out of oil or that an oil change was required. I explained to him that I had previously bought the car in because it was giving me the same issue. I let the service advisor know that this has been a persistent ongoing issue that has previously been documented.He suggested that the vehicle undergo another oil consumption test to determine if there is a problem with the engine. Because I am simply tired of this ongoing issue, I asked to speak with the service manager on duty Steve. The manager advised that the consumption test would absolutely have to be done because that is the only way to get an approval, if there were to be an approval for a new engine. I feel to undergo testing is a complete waste of time because there is no reason for a car that is barely a few years old to continue to deplete its oil supply just because it needs an oil change. I do understand that there is a process that you must go through in order to get approval, however, this situation is costing me valuable time and money that I can not get back since I have to miss work for service appointments with no resolution and I still have a vehicle that is not functioning properly.The car keeps stalling on me with my children in the vehicle which is very unsafe and downright scary. I decided to contact you and exhaust all my resources before I begin the process of reporting to consumer protection agencies and filing a lawsuit. I have reached out to individuals that have the same vehicle with the same complaints and have prepared the necessary documentation to move forward with legal action if necessary.
As a consumer, I feel it is very unfair that you do your part in caring for your product and when something goes wrong with the product it is alleged by those that represent the corporation, that it is because of consumer misuse or abuse, that the product is not functioning properly. I would like to remind your company of its mission statement: "Our vision is to build cars and trucks people want to buy, will enjoy driving and will want to buy again." The company further defines its "purpose": "To create the type of exciting, efficient, reliable, safe vehicles you expect and deserve." I do not feel safe in my vehicle, I do not want to buy another vehicle from your company, my vehicle is not safe, or efficient, and it is most certainly not reliable.
Despite unexpected out of pocket costs for rental cars and other surprise car related expenses, I have still managed to make each one of my payments on time. The Jeep is currently under financial obligation with Penfed Credit Union and totals over $20, 000.00. The current blue book value of the vehicle is valued under $7000.00.
I look forward to your reply and a resolution to my problem and I will wait approximately 14 days from the date of this letter before seeking help from the Federal Trade Commission, the Better Business Bureau, Consumer Financial Protection Bureau, Attorney General, and all the news and social media outlets my email address is shakila.[protected]@gmail.com
Sincerely,
Shakila Coleman-Barry.