Complaints

This profile includes complaints for Lithia Chrysler Jeep Dodge Ram South Anchorage's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Lithia Chrysler Jeep Dodge Ram South Anchorage

  9600 Old Seward Hwy Anchorage, AK 99515-2135

• 

  Lithia Chrysler Jeep Dodge Ram South Anchorage

  150 N Bartlett St Medford, OR 97501-6032

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I? purchased a 2019 Jeep Grand Cherokee in May of 2024. I? was told that the suv did have front end damage but the previous owner got it repaired through insurance and no other problems should occur. I? have already brought the car back to dealership for multiple things including a new windshield wiper pump and my auto start and stop battery being replaced. I? also informed them that my center console wasnt working properly and needed to get check as well while I? had an appointment already scheduled in September. I? bring it in and the fixed the auto start and stop but didnt resolve the issue of the center console. I? informed the manager about this and scheduled another appointment just to be told its having electrical issues and maybe not be covered by the warranty. I? have spoke with the manager about how are they going to fix this issue because I just bought the car . The manger told me they reached out to the service manger and I should receive a phone call about what can be done , I? havent received a phone call and I filed 2 complaints through their website and still havent been contacted to now the issue is cause my problems with my car

  Business Response

  Date: 12/04/2024

  This vehicle was purchased in May of 2024, and was backed by a 60-day limited dealer warranty, which has since expired. Outside of this period, the owner is responsible for any repairs or mechanical failures. Prior to sale, the consumer was provided a vehicle history disclosure, as well as a CARFAX report. At time of sale, this customer was offered a comprehensive vehicle service contract which was declined. Concerns with this vehicle are the sole responsibility of the purchasing party, and has the option to service the vehicle at multiple locations across the Anchorage area. We're happy to invite the consumer into the dealership for diagnostics and resolution with authorization from the purchaser. To schedule this, please reach out to our Service Manager at the contact info below to expedite your service. Thank you for your time. We apologize for the inconvenience and reduced communications you've experienced. 

  ****** ******,

  *************************************************************

  ************

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22633150
  
  I am rejecting this response because: I? brought in my jeep 12/10/24 and the customer service is not great. I? dropped my jeep of at 7 am and didnt get any phone calls to update me on my jeep. I called once at 1:10 in the afternoon and was told that water got into the lock plate and was corrosion and was told the estimate of ***** and my jeep still wasnt ready , then I? called again at 4:02 to placed on hold for almost an hour then they asked for the warranty number and told me it was going to be a ***** to fix . I? then spoke with ******* about the situation. I? asked ******* that when they do their inspection of vehicles was the kick plate about of the inspection he said told me no but to my knowledge any car they get on their lot needs to have a number to bumper inspection 
  
  Sincerely,
  
  ****** ********

  Customer Answer

  Date: 12/18/2024

  My issues with the vehicle havent been resolved. Still want on an update from the warranty company 

  Business Response

  Date: 12/19/2024

  If applicable, we respectfully advise the consumer to contact their (3rd party) warranty company directly for any coverage clarification. Lithia Ram of South Anchorage does not offer any warrantable coverage on the vehicle described, as our initial 60 day period has since expired. 

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22633150
  
  I am rejecting this response because: I offered the warranty number to the service tech to get a hold of the them. i was told last week there were 4 claims ahead of mine and mine would be done as soon as possible 
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:09/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Set up appt to deal with a warranty issue and recall, was told to drop it off at 7:30am Took the day off from work to drop it off , and since there wasn't a courtesy had to schedule a lyft to take me home By 4pm still no call from dealership so took a lyft back to dealership Was told the service advisor left for the day and the work wasn't complete No manage was there either Need to pick up vehicle since needed it for weekend and work Monday When called Monday, was told I needed to have it there at lease 2 day min , because there wasn't a guarantee with an appt

  Customer Answer

  Date: 09/17/2024

  Complaint ID: ******** 
  
  I got a call from service manager 
  
  Rescheduled service for Oct 11th
  

  
  

  Business Response

  Date: 09/17/2024

  We understand that waiting can be frustrating, especially when a vehicle you rely on is down.  At Lithia SuperStore South Anchorage, we pride ourselves on being one of the few Dealerships still welcoming walk-in appointments. However, the nature of walk-ins means availability can change rapidlywhat might be a no-wait scenario one moment can quickly escalate to multiple days if a technician, part, or diagnostics are not available. This is the second complaint received within the last 30 days from this consumer. Consumer optionality is a priority with our business. We never want to see a valuable customer go elsewhere, but if our timelines are unacceptable, you always have the option to get warranty work done elsewhere. Being a warrantable repair, there are several facilities that may be able to service you sooner. To acknowledge your transportation concern, our location does not provide loaner cars. Rental decision are not made in house. In a perfect world we'd love to be able to provide free loaner cars to everyone, but that is not realistic. However, if your Service Contract, Warranty provider, or personal insurance provide a rental benefit, we're happy to make the appropriate arrangements. Additionally, you may be entitled to a rental reimbursement. Thank you for your time.

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22292329
  
  I am rejecting this response because:

  As a customer my time has value, I only have one vehicle, I can't afford to keep taking days off work  for a maybe the dealer to fix vehicle  fix recall  ,   I been asking dealership to call me to resolve the issue,   I have not had a call back

  
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:09/05/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My white Chrysler 300 has been in the shop several times for three to four months due to ***** not wanting to call my warranty company. They put in a fuel pump and put it in wrong and I had to pay $1600 for the mistake. Im tired of getting the running around with this car. They always tell me how busy there are and I think they are seriously discriminating against me and dont want to fix my car. They didnt offer a rent a car or nothing.

  Business Response

  Date: 09/06/2024

  In February of 2024 the referenced vehicle was brought into our facility with an inoperable fuel gauge concern. After diagnostics, we found a faulty body control module. With authorization from the owner, we replaced the *** as recommended in the Service repair procedure manual. upon completion the vehicle and fuel gauge operated as intended. This was presented to customer and delivered back satisfactorily. We charged a total of $825.42 for parts and labor. We respectfully disagree with the appropriateness of a $1,600 reimbursement request. As a fair and legitimate repair facility, all of our Parts and labor are guaranteed. In good faith we cannot pay for work that was done at another facility. We always ask for the opportunity to address any concerns with our work to find a prompt resolution. In review of the attachment provided, the work completed (questionable in our opinion) was done outside our company. The amount paid was not provided, and the mileage documented (******) is lower than the mileage when we worked on the vehicle. (see attachment). After careful consideration we are unable to accommodate your request of a $1600 payment. However, we're happy to provide any warrantable repairs you're entitled to and will honor our parts and labor guarantee.

  Thank you for your time. We hope you'll consider our location again in the future.

• Initial Complaint

  Date:08/13/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Have a issue with start/stop light/ service break/ service airbag/ seatbelt light Took my jeep in for service, June 26 Was told they need to order part,Since then the service **** have ghosted me and not returning my calls

  Business Response

  Date: 08/14/2024

  We're sorry to hear that you're having difficulty reaching the ***************** Please give us a call at ************ so we can assist you immediately. Your information has been forwarded to our Parts Manager for review. For your convenience we have provided his contact info below. Additionally, our **************** is open 6 days a week at our South Anchorage location (************************************************************ AK 99515) 

  ***************************, Parts Manager ********************************* ************

   

  Customer Answer

  Date: 08/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  I just want it noted and request that dealership just keep customer updated

   

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When we purchase this truck it had a problem with the four-wheel drive, the parking brake and it also leaks a lot of water in the trunk. I took it to Jeep to be repaired for the parking brake issue and the four-wheel drive. The trunk still leaks which is where my four-wheel drive that I just replaced is and my parking brake still puts itself in park randomly. The leak in the trunk is a recalled issue and I believe it causes problems with my four-wheel drive and possibly my parking brake since my four-wheel drive is also in my trunk, we had ****** plus miles on this truck so there's no reason why the four-wheel drive needed to be replaced so quickly after factory purchase. The car is in great condition. It's used but ****** mi and it needed to be repaired because of the four-wheel drive and the parking brake which I believe numerous others have similar issues by a ****** search. The truck itself is faulty.

  Business Response

  Date: 02/23/2024

  After speaking with customer, we have determined that this vehicle was purchase from another Dealership in the area with these pre-existing issues. Multiple repair facilities  have since attempted to repair the vehicle with no luck. We are committed to supporting this customer, and will schedule a Service visit to Diagnose and complete any warrantable or repairs or active recalls. Customer advises that the selling dealer is unwilling to compensate, and unable to repair.  Thank you. 

   

   

  Business Response

  Date: 02/23/2024

  We have verified that the customer has had ZERO out of pocket expense with our dealership as of 2/23/2024. Only warrantable repairs or recalls have been done. 

• Initial Complaint

  Date:04/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  January 2023 I brought my truck in for a routine oil change. I was advised to also get the air filter replaced and paid for both services. At that time they told me that the check engine light was on due to a cam shaft sensor and had me book the next available appointment on March 29th to check it out. I dropped my vehicle off Wednesday morning at **** and expected it to be done by the end of the day. I asked if they could also give me a quote for some minor cosmetic damage to the plastic on one side mirror and an overall assessment of the condition of the truck because I am planning to drive to ********** in June. I received a text from ***** that afternoon stating that it was taking longer than expected. On Thursday afternoon I texted him and asked how the truck was doing with no response, and again on Friday and Saturday I tried calling the service department and left voicemails with no answer or call back. On Monday, I finally got ahold of an operator who I asked to track down ***** and have him call me because transferring me to him was not working. Later that afternoon he gave me a call and said that they were backed up due to it being the end of the month so they were just getting to it. He told me that the check engine light was now indicating that the oil needed to be replaced and appeared to be sludgy. I found that odd considering they had just changed it two months ago. He said they would swap it out for me and send me a quote for the mirror and advisable services before the trip. The list included front and rear brake pads because they are worn down to 2cm and about to be metal on metal and the 60K service to replace fluids and filters. I asked him to only service the cam shaft sensor that I made the appointment for and that I would consider making another appointment before June when I can pay the $4800 he quoted me for. On Tuesday morning I finally received a text stating my truck was ready for pick up. ***** let me know that the oil was changed and I was not charged, which I thanked him for because I doubted that it was changed in January when I paid for it. He then told me that there was in fact another code that popped up for my grill shutter sensor. Nothing was done for the cam shaft or grill shutter sensors, which was what I made the appointment for and went 7 days without a vehicle for. I immediately drove to ******* and had them do a bumper to bumper inspection. They showed me all four brake pads and said they look like new. They also found that the oil was indeed changed that day and whoever changed it made quite a mess and left it. Thankfully ******* was decent enough to spray it all off for me. He was surprised that the mechanics at Lithia didnt notice how loose my serpentine belt was and stated that it needed to be changed before it overheats my alternator. He didnt understand why the brake fluid was so low and dark if I had only had the vehicle for 6 months, since it should have been flushed out before being sold. Not only that, but the 60k service should have been done at the dealership if I bought the truck with over 60k miles on it. He pulled the same two codes and noticed that they were locked. I purchased the **************** package and am quite certain that sensors that are popping up should be covered. I most definitely think that the 60k service should be done at the dealerships expense if it in fact was not done prior to selling it to me.

  Business Response

  Date: 04/10/2023

  Thank you for sharing your experience. We take pride in responding to and resolving customer concerns. Your feedback is vital, and used to implement new processes and procedures that ensure a positive experience. To address your specific concerns, we'd like to apologize for our limited communication as well as the inability to complete the Cam shaft & grill shutter repair. We'd like to prioritize a new service appointment to address these specific concerns. At your convenience, please contact our Service Manager for a prompt appointment.

  After review of your most recent repair order, we found that a complementary oil change was performed. We acknowledge that we failed to diagnose and address the main issue you brought your vehicle in to service for.

  Finally, attached is a copy of your Vehicle Owner's Manual with the 60k maintenance interval highlighted. As you can see the 60k maintenance interval is very limited. It consists of several inspections, in addition to Air and cabin filter replacement. The vehicle was properly inspected prior to sale and is not required to have a brake fluid flush done at the 60k interval. All vehicles sold are inspected to verify safe operation. It should never be assumed that all discretionary maintenance items are completed unless documented in the vehicle history report or repair order. 

  Thank you for your time.

   

  Customer Answer

  Date: 04/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, because the service manager has failed to call me back since Thursday, I have made an appointment with the Lithia Dodge ****************** in ******* and hope that they take care of the cam shaft sensor and grill shutter sensor for me under the service contract I purchased. I no longer trust the individuals who work at the Anchorage location and can never seem to get anyone on the phone. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So I get this letter in the mail really upset me. A few years ago I got it. I called the dealer told them I am not interested I will never do business with you again Please dont ever send me this again remove me from your contact info which federal law requires business to stop contacting or sending marketing info if you ask the to stop its the law. They said ok we will remove you from the list. I said thanks So the following year I got the same letter in the mail regarding my vehicle I told them dont ever send me anything again as I said the year before. I chewed them out for it. The staff apologized and said he will fix it. During Covid I didnt get the letter for a two years In February 2023 guess what I got the same letter. Apparently you have zero respect when someone makes a request or ably following federal law. I called the dealer left a not very friendly voice mail saying I want to talk to the store manager gave my number Im sure you will blow me off I also called and left a message to corporate headquarters explaining and leaving a complaint against the dealer. Now Im a on bbb because I dont ever want a single letter email call I am requesting a no contact from them I feel Im behind harassed because they wont comply with my request and the law. Please remove me Plus I do not own that vehicle anymore so your waisting your Time You lack of compassion and professionalism is why I will never do business with any company under the Lithia umbrella. I tell others dont but I got crewed over by then lied to and they wont follow my request which as I said is against federal law. Lithia south anchorage remove me from your list mailing list and never send me the letter regarding ************************************************************************************************************************************************************************ my opinion, a business that loses a customer is a failing business. Your job is to keep them.

  Business Response

  Date: 02/13/2023

  Hi ****, Lithia CJDRF of South Anchorage has you listed on our DNC list. You will not receive any text, email or phone calls from our location. The marketing flyer you received was mailed by a third party sourcing company. This can be verified by simply looking at the post marked address on the correspondence. This company procures consumer data via public records, and does not have access to our store customer data. As a courtesy we'll contact the marketing company and inform them of your marketing preferences. We hope this marketing material didn't cause too much distress for you. Thank you for your time and bringing this to our attention.

• Initial Complaint

  Date:02/11/2023

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought my truck in for routine transmission service. Within one week my transmission broke and they are denying responsibility for it. They also said they changed my oil and brake fluid. 2 independent mechanics looked at the fluids within weeks of Lithias service and said it didnt look like they had been charged.

  Business Response

  Date: 02/11/2023

  As a good faith gesture Lithia has issued reimbursement to Healthy Homes ****** LLC for the 3rd party services provided outside our facility. This reimbursement was at the request of Healthy Homes ****** LLC for resolution. (Please review attachment)

   Since reimbursement we have verified the following information:

  -Vehicle in question has a indisputable repair history documenting transmission / driveline concerns PRIOR to complaint.

  -Vehicle was operated as a plow truck for hundreds of miles after Lithia recommended further diagnostics and repair. (Operational negligence a likely cause of failure.)

  -Vehicle was serviced by multiple unauthorized repair facilities prior to complaint.

  With these findings Lithia Management has closed this concern, and easily refutes any responsibility claims made by Healthy Homes ****** LLC

   

   

   

  Customer Answer

  Date: 02/11/2023

   
  Complaint: 19387521
  
  I am rejecting this response because:
  Everything lithia wrote in response to my initial complaint is false. They are trying to cover up for their obvious negligence by making false statements, which is par for their history.  I was forced to seek outside mechanic help when Lithia ignored all my correspondence after I received my truck back from them for normal service and I quickly started having trouble with my transmission. When seeking assistance for these new transmission issues, the service manager - ***** - never returned any of my phone calls or emails for weeks. I was forced to go to other mechanics to figure out what Lithia had done to my transmission that day. This vehicle is my daily work truck and I have lost out on thousands of dollars of income due to their negligence and lack of help in solving my problem that they caused. In addition, they have never explained to me why they spilled transmission fluid all over my engine.  The recommendations that they are saying they gave me are made up.  They never recommended anything to me. How could they?  I couldnt even get them to call or email me back.  The first time I saw the service history document they are referring to was three months after the initial service.  The service manager, *******************************, and store manager, ******************, have both ignored multiple requests for help and clarification from me.  I would caution anyone to be hesitant to seek service at this dealership.  I have asked for reimbursement for the initial services done, that several mechanics confirmed were never done.  Despite **** ensuring me I would be reimbursed for this, I have yet to receive reimbursement.  **** also assured me he would help me get a new transmission through my existing Mopar warranty.  He has yet to assist me with this.  Buyer beware: this dealership will make a lot of promises to you in person, but as soon as you leave the dealership, they will ghost you.  As a successful business owner to the past 15 years, I would caution anyone against using Lithia Dodge for anything  

  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 14 March 2022 I brought my 2015 RAM **** to Lithia of South Anchorage for service work and brakes on the front axle. They did the service work as well as installed new front brakes and rotors. The cost of the brakes and rotors (including labor) themselves were $615.00 on invoice number ******. The truck at this time had ***** ***** on it. In April of 2022 I drove the truck from ****** to ****** ******** as myself and My family have relocated to ********. On July 19, 2022 the brakes on the truck smelled like they were burning as well as there was a pulsation in the brake petal. The truck now has ***** Miles on it. As I do not live in ****** any longer and it was not feasible to bring the truck back to Lithia of South Anchorage, I brought the truck to ************************* Chrysler/Ram/Fiat in ****** ********. They diagnosed the problem to be "Upon visual inspection front rotors are retaining excessive heat and causing heat rings to form. This is indictive of the pads and rotors not being bedded properly when installed. I had to have the brakes done again costing me $678.00 + Taxes and Misc. Charges. The brakes that were installed by Lithia of South Anchorage lasted only **** miles and 4 months. The original brakes had lasted almost 7 years and ***** miles. I contacted Lithia of South Anchorage describing the problem. They did respond with a phone call offering a goodwill reimbursement of 50% of the cost of the original brakes that they did. While this was a kind offer, I declined as I believe I should be compensated the full amount of $678.00 that it cost me to have the brakes done a second time within 4 months because Lithia of south anchorage improperly installed the brakes. I sent an E-mail during this past summer to Lithia of South Anchorage and was told they they would do nothing and accept no responsibility for installing the brakes incorrectly. They told me that it was my problem. I informed them that I would be contacting the BBB and filing a complaint against them. If this is not resolved through the BBB my next step is to file through the ************************

  Business Response

  Date: 01/19/2023

  As a good faith gesture, we offered **************** a 50% reimbursement of his expenses. **************** declined our offer, ultimately stating he would attempt to get MOPAR (part manufacturer) to reimburse his costs. 
  

  Our decision is supported by the follow facts:

  -**************** has been unable to provide any evidence to support our work was done incorrectly

  -Lithia was never given an opportunity to diagnose or inspect ****************** vehicle.

  -**************** brought these concerns to our attention 4.5 months after the work was completed. 

  -**************** put over ***** miles on his vehicle since the work was completed.

  **************** claimed he was experiencing brake pulsing, and warped rotors at the time of this complaint. Considering the time that had passed, and the amount of mileage put on his vehicle there were simply too many variables to determine cause of failure. We believe that improperly installed brakes would have been immediately evident at time of servicing. The heavy towing **************** claims to have done in mountainous conditions likely caused the brakes to overheat, and the Rotors to warp. **************** has admitted that he towed a heavy trailer from Alaska to ******** prior to contacting us with this concern. Knowing this, we felt a 50% reimbursement offer was more than reasonable. We view this issue as closed. Thank you for your time.

  
  

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18841157
  
  I am rejecting this response because:

  Why cant a dealership just accept responsibility for their faulty workmanship? 

  **************** has been unable to provide any evidence to support our work was done incorrectly

  - I provided service reports from ************************* Ram Dealership in ******** that specifically state the brakes were not properly installed. 

  Lithia was never given an opportunity to diagnose or inspect ****************** vehicle.

  - It was explained that Lithia did not have the opportunity to diagnose this vehicle because it was impractical to drive the vehicle over **** miles back to ******. A service report from another RAM dealership should suffice.

  **************** brought these concerns to our attention 4.5 months after the work was completed.

  - While in the process of moving to ******** into a short term rental house, finding and buying a house in the ******** Market, Moving into a house we purchased, working full time, and raising a family; free time is not something everyone has, I used the opportunities to make contact when time was available.  

  **************** put over ***** miles on his vehicle since the work was completed

  - **** miles should not have to replace brakes again. If this was the case I would have had to had braked replaced 11 times prior. This was not the case as the original brakes lasted over ***** miles.

  The cause of the failure was stated in the service report from ************************* Ram Dealership. As ************************* is also a RAM dealership I would expect that Lithia would accept the service report from this same branded dealership as evidence of the failure on Lithia's part.

  The comments about pulling a heavy trailer through mountainous conditions are irrelevant. This truck a 2015 Ram **** with a Cummins 6.7L diesel engine and was advertised for its pulling capacity (of approximately ***** pounds.) This truck pulled the same trailer from ****** to ****** in 2015. It pulled this same trailer numerous times all over ****** through mountainous conditions resulting in over ***** miles of towing as shown in the attached photo. 

  Please accept the responsibility for the faulty workmanship and reimburse for the cost to have the work redone. 

  
  
  Sincerely,
  
  *************************