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Motor Mile Chrysler Dodge Jeep Ram complaints

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2395 Roanoke Street
Christiansburg, VA 24073 | Get Directions

(540) 352-3264

http://www.shelorchryslerdodge...

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Total Amount in Dispute:
$0.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that while the company did respond to the one complaint brought to the company’s attention, the response did not address the complainant’s allegations.

Complaint Closing Statistics

1 complaints against Motor Mile Chrysler Dodge Jeep Ram closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Motor Mile Chrysler Dodge Jeep Ram

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3/7/2023

RESPONSE: Agreed to make an adjustment Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

2/2/2023

We bought a new 2021 Chrysler Pacifica in February 2022, from Shelor. We have had problems from day one with Apple Carplay and Bluetooth issues. Works sometimes and sometimes it will not and screen goes completely black and comes back on eventually. They have consistently said it is a software issue but have not been able to get the unit to update to current software but will not replace unit until they are able to update software first. The unit is not giving them any codes indicating malfunction but we have provided pictures and videos when it is malfunctioning but always works while at the dealership shop. However they do know the software is not up to date and will not update. They have even gone as far to say that our phones are too advanced for the vans technology, but I don't think that would make the screen go complete black and not function. I firmly believe that the service department, (Nathan is the service manager) is doing all they can but are limited and restricted from doing anymore by those they have to answer to. Resolution Sought I want them to replace the unit with a new one to see if it will receive the current software and see if that fixes the problem. If not they can put old one back in and Chrysler should reimburse us for the technology that doesn't work.

Company Response

2/8/2023

After speaking with the manufacturer, there is an open Technical Service Bulletin outlining a planned fix for this problem. Until the remedy is available for the customer’s vehicle, the radio will continue to exhibit the issues noted. Both the customer and our service department have spoken with Chrysler and are aware that Chrysler will not authorize a new radio unit for replacement, as the replacement radio will have the same problem until the remedy is available for this model. The dealership had opened a case with Chrysler for this customer and the current remedy is to wait for the update to be available.

Customer Rebuttal

2/23/2023

Company did contact me and explained that Chrysler knows there is a problem, but they have not found the solution yet. Said it is not just our van. So no, I am not happy or satisfied, but looks like we are just stuck with the problem until Chrysler comes up with a fix.

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