I am submitting this complaint after making multiple good-faith attempts to resolve serious service…read moreand customer-care issues directly with Casey Chrysler Jeep Dodge Ram in Springfield, Vermont, without receiving any response from dealership management or ownership.
This complaint is not about seeking a refund, free service, or compensation. It is about documenting a pattern of poor service, lack of follow-through, and complete failure to respond to legitimate customer concerns.
Summary of the Issue
I brought my Jeep to the Springfield dealership for a simple oil change (not part of Jeep Wave). Despite clearly stating that I would be waiting, the service took nearly an hour and a half.
The only feedback I received during the visit was that the engine air filter and cabin filter needed replacement and that a tire rotation was recommended. I was not provided with a written inspection report or any broader overview of the vehicle's condition.
Additionally, my vehicle was already more than a year overdue for its state inspection, and this was not noticed or mentioned during the service visit.
Airbox Debris Discovery
During the visit, I acknowledged the recommendation to replace the engine air filter. An air filter is a routine and simple maintenance item that many consumers can replace themselves, and I chose to do exactly that rather than pay for a basic service.
However, when I replaced the filter a few days later, I discovered a significant amount of acorns and debris sitting in the bottom of the airbox. This debris would have been clearly visible when the filter was removed during service.
No one mentioned this condition, offered to address it, or noted it as a concern. As shown in the image I have attached, this debris was plainly present and not subtle. Recommending a filter replacement is one thing; failing to disclose or acknowledge debris inside the airbox is an entirely separate issue and one that should have been addressed or, at minimum, brought to my attention.
Prior History with This Dealership
This was not an isolated incident. Over multiple years and ownership changes at this location, I have experienced recurring problems, including:
Steering components on my Ram being welded during a warranty repair without my prior knowledge or consent. While I understand this may have been a manufacturer-directed stopgap repair, I was never informed it would be a permanent welded solution, which removed my ability to pursue other options or have the vehicle aligned elsewhere.
Warranty reimbursement inquiries that were never answered.
Extended emissions warranty questions that were never followed up on.
Ongoing issues with communication and accountability across both service and management.
Lack of Response and Follow-Through
What elevates this complaint beyond service quality is the complete lack of response afterward:
I submitted a detailed message through the dealership's website contact form, as no email address is publicly listed. I received no reply.
I printed two copies of a written complaint and hand-delivered them to the Springfield location. The general manager was out at auction, so I left both copies with the service manager, who stated that action would be taken and that I would receive a follow-up call. That call never occurred.
I later escalated the matter directly to ownership. Again, there was no response of any kind.
It is now December, and several weeks have passed since these concerns were raised through multiple channels. During that time, I have received no phone call, email, acknowledgment, or request for additional information from the service manager, general manager, or owner.
Why I Am Filing This Complaint
I am a business owner myself, and if a customer of mine had been treated this way--if their concerns were documented, escalated, and then completely ignored--I would consider that a serious failure.
I did not ask for money, compensation, or special treatment. I asked for acknowledgment, communication, and assurance that these issues would be addressed so other customers would not have similar experiences. None of that occurred.
Based on my experience, this dealership demonstrates a consistent pattern of poor communication, lack of accountability, and disregard for customer concerns once a transaction is complete.
Desired Outcome
I am submitting this complaint for documentation and transparency. At this point, my goal is not resolution for myself, but to ensure that this pattern of behavior is formally recorded so other consumers can make informed decisions.
