Complaints

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:03/12/2025

  Type:Product 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 am writing to formally address the ongoing issue regarding the refund for my cancelled extended warranty. Despite multiple attempts to resolve this matter, I have yet to receive the refund, which has caused significant frustration and **************** December 2024, I received a notice from the extended warranty company confirming that my contract had been cancelled and that the refund had been sent to the dealership. I was informed that the amount would be processed and credited to my loan account within 30 days. However, by the end of January 2025, no credit had been applied.I reached out to the dealership and was told that the finance department does not handle loan refunds and that I needed to speak with TJ in accounting. I was provided his contact information and attempted to reach him over the course of 30 days, leaving multiple voicemails. Unfortunately, my calls were never returned, and he did not answer.During this time, I frequently spoke with a helpful receptionist who made several attempts to connect me with the appropriate person. In February 2025, I was finally able to speak with ******, who assured me that the refund would be processed that same day. However, as of March 2025, my loan company has confirmed that no refund has been received or is pending.I followed up with the dealership again, and ****** stated he would look into the matter but has yet to provide any further updates. It has now been nearly six months since the contract was cancelledwell beyond the initial eight-week timeframe that I was ******** this point, I am requesting immediate resolution of this issue. If the refund is not processed promptly, I will have no choice but to escalate this matter further, including filing complaints with the Better Business Bureau (BBB), the state attorney general, and other consumer protection agencies.I expect a response and confirmation of the refund processing. Please advise on the status of my refund as soon as possible.

  

  Business Response

  Date: 03/20/2025

  We sent a check to *******. The Check# ****** and was cut to TD Auto on 2/17/25 for $3,917.00 and is still outstanding. The customer may want to follow up with *******.

• Initial Complaint

  Date:01/13/2025

  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 vehicle several months ago from the used car department and part of the deal was to have the hood repainted due to flaking and chips that I didn't want to rust in the future. Dealer approved the painting once the paint was ordered and arrived they would call to have the work completed by their 3rd party shop since they don't have a body shop. After months of trying to get the car in finally got someone to put me on the schedule after Thanksgiving to have the hood painted. Picked up the vehicle and everything looked good on the outside but soon as I lifted the hood when I got home to take a deeper look since I was in a rush to get home for work. I noticed under the hood bare metal is showing and paint is flaking around the rubber seal. I immediately sent photos in to *** that was helping me and never answered. I tried calling their customer service and never had anyone answer. I sent multiple emails with no responses. I have a car I bought several months ago and still have yet to get this corrected by the dealer.

  

  Business Response

  Date: 01/24/2025

  We have been working with the customer to try and get this resolved.  We have him set up for next week to drop off with the service department on 1.27. and we will get the vehicle over to ADR to complete the repairs. 
  
  ADR is thinking it should take a few days to complete, and the customer is aware. 

   

• Initial Complaint

  Date:01/06/2025

  Type:Customer Service 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 submitted an application for a specific vehicle for personal use on 10/14/24. I was denied credit but invoked my consumer rights. I had to ask the owner, saleswoman and the finance manager to send me the adverse letter. I then asked for the statement of specific reasons why my application was denied (per the adverse letter) in which I never received which violates TILA law. Immediately after I was contacted by the owner ***** ******** who basically blew me off and started ignoring my calls and text to resolve the matter which denies my right to be heard. I also asked several times for the buyers order that was never sent. Shortly after I was told to submit another application on 11/15/24 to no avail. I still have not received remedy or any benefit for submitting two applications which can be deemed securities fraud. This is in addition to the violations of other federally protected consumer rights not listed. ·15 U.S.C. § 1642 (TILA): Violation by failing to provide timely and clear adverse action notice. ·15 U.S.C. § 1681m (FCRA): Violation by failing to provide necessary information about the credit report and reasons for denial. ·12 C.F.R. § 1002 (ECOA): Violation by failing to provide an adverse action notice and possible misleading conduct regarding a second application. ·18 U.S.C. § 245 (Criminal Interference): Potential violation if the denial process was discriminatory or interfered with your right to contract. By not following these laws, the dealership have violated my consumer rights in the credit application process. *Right to be heard *Right to choose *Deceptive Practices

  Customer Answer

  Date: 01/24/2025

  No I have not heard from this company since before I filed the complaint. 

  

  Business Response

  Date: 01/31/2025

  Ms. ****** stated that she requested an adverse letter from the dealership.  The dealership does not provide those letter as we are not the one who denied credit to Ms. ******* she would receive the adverse letter from the lender. 

   Regards,

  ******* B. ******

• Initial Complaint

  Date:01/02/2025

  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 dropped my Jeep off to have recalls fixed and they have had it for two weeks. I have called multiple times to get an update and they refuse to answer or call me back. Every once in a while I will get a text stating how sorry they are, but no one will even tell me what is going in or why it is taking so long to get my Jeep back. I was very understanding at first and I declined the rental I was offered but now that its after holiday season I will need my Jeep back. All I am asking for is for a manager to contact me so I can get an update on the status of my recall and how they are going to fix the issue that I only have one car and an entire life, full of responsibilities.

  

  Business Response

  Date: 01/02/2025

  The vehicle took longer than expected due to the holidays, but after we inspected the vehicle, we had software issues that prevented the completion of the repair for about 2 days. After we got that working, we found that aftermarket parts that were installed on the vehicle were actually causing the issues in the complaint. The customer was advised on 12/31 that his vehicle was ready and has picked the vehicle up. 
  
  

  Customer Answer

  Date: 01/02/2025

   
  Complaint: 22736482
  
  I am rejecting this response beause:

  While I appreciate the explanation, it does little to address the unacceptable experience I endured. My Jeep was effectively held hostage for nearly three weeks, during which your team failed to complete the work. There was zero communication throughout the processI had to repeatedly reach out for updates, only to receive vague or dismissive responses.
  
  When I asked multiple times if the aftermarket equipment, specifically the lift, would cause any issues, I was reassured that it wouldnt. Yet, it took your team almost three weeks to even attempt the calibration, only to blame the very equipment I flagged in the beginning. This speaks to a lack of competence and accountability.
  
  Additionally, despite the extended delays, you refused to provide a loaner vehicle or cover the cost of a rental, leaving me completely inconvenienced. Your failure to plan and communicate is not only unprofessional but also disrespectful to your customers time and trust. I strongly recommend you reevaluate your processes and customer service practices to prevent such avoidable failures in the future.
  

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

• Initial Complaint

  Date:10/28/2024

  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 was overcharged $43.52 for a ****** car maintenance service from Landers McLarty Dodge Chrysler Jeep in **********, **. The service was ****** I was charged ******. The service representative told me it would be ******+ tax.

  

  Business Response

  Date: 11/12/2024

  We have refunded Mr. ******* card $43.52.  We apologize for the inconvenience.  I will be emailing him a copy of the receipt. 

   

• Initial Complaint

  Date:01/02/2024

  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.

  I purchased a used ****** Murano from Landers ******** Dodge. Just over a month after we purchased the vehicle I received a call from an investigator with our local police department. He stated that the dealership had reported the vehicle stolen. The car was purchased for my wife. We have 2 children, one 5 and one newborn. I am now terribly concerned they will be pulled over and treated as if they are in a stolen vehicle. I am appalled that such a mistake could occur when I was given a bill of sale and title application at time of purchase. However, this was not terribly surprising considering the underhanded tactics used by salesman and finance managers during the purchase. I was shown one price for the vehicle and then given a price that was over a $1,000 increase because they stated it wouldn't require as much income verification. The finance managers showed me a price for gap coverage and after declining they magically came up with a lower price that included gap coverage. We have also discovered several issues with the vehicle that should have been pointed out such as the windows being off track. Since our purchase I have received 2 different letters from financial institutions where my credit was run stating they were unable to fund the loam due to the sales price being to high compared to actual value. This confirmed to me I was misled when the sales manager told me he was doing the best he could on price.Even with all of the issues surrounding the sale, I agreed to the terms and do not hold the dealership responsible for those issues as I know that goes on at many dealers. However, the level of negligence it takes to report a vehicle you sold to a customer stolen goes far beyond my ability to comprehend.

  

  Business Response

  Date: 01/22/2024

  We have spoken with the customer and got a full understanding of their frustrations and concerns. We apologized for all of the miscommunication and misunderstanding during their process. ************** expressed that he loved the staff and appreciated the phone call from the dealership. We offered him to come in for us to look into the window issue that he is having on his vehicle, he wasnt expecting that and was excited to hear our offer. He only wanted his concerns address, because he felt ignored after he sent an email in on the website and didnt get any response. ***** is happy now and looks forward us getting him into the service center.  He is Scheduled to come in to the service department on 1/24/2023.

  ******************************;

  Executive Coordinator

   

• Initial Complaint

  Date:11/08/2023

  Type:Order 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 Bought a new truck from landers Mclarty and they had me send $5473.69 for taxes and when i got my paper work back [ which was late and I had to pay a late fee to the ***** they sent me a check for $4384.17 made out to ******** DOR and they said they would refund $1089.52 but I have never got the refund and I have called about 20 times and they alway put me in a voice mail and have never returned my call

  

  Business Response

  Date: 12/06/2023

  We have spoken with customers 3 times about this refund and explained to him what the refunds are and how they are distributed. The $4384.17 check, made out to the ******** ********** of ******* was sent to the customer to take care of his fees for ********. The check for $1089.52 was sent to his new lienholder as required as the lienholder included that in their funding. As a result, the customers payoff on their new loan was reduced by the amount of the check. As I mentioned earlier, this was explained to customer. These checks were cut and sent on September 5, 2023. I have included copies of the checks for verification.
  
  Regards, 

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

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 

  Who did you call as the only person that I got any kind of answer from was ***********, and he said he would check into it and he couldnt get an answer for me. I will have to check with the credit union to see where that money went canceled. Check would be nice to prove that you actually sent it.

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

  

  Business Response

  Date: 12/20/2023

  We attached copies of both checks that were sent in reference to this case in our original response.  The refund amount of $1089.52 went back to the bank the vehicle was financed through which is standard practice. The copy of the check shows that as well.  I apologize that the communication was not clear in the beginning and your experience was less than top notch from beginning to end. We always want to give great customer service.  We have taken this as an opportunity to coach and counsel our staff, so that we continue to grow and improve.   

  Kind Regards,

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

• Initial Complaint

  Date:07/07/2023

  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.

  I have had my warranted vehicle in this shop for over 3months without the work being completed & now my warranty company has sent my brand new $6,000 motor going on 1 month now and it is being held by this company who refuses to fix it and has been contacted by all parties to do so. I have been lied to for over 3months with different excuses each time Ive contacted them about my vehicle, they have had my property far too long. I am being taken advantage of due to the fact that I work long hours & have also lost a lot of money without my vehicle. This company has withheld my property & every week makes up a new excuse as to why my motor has not been installed. As of today it has been almost 4months that I have not had my vehicle, its business practices are very fraudulent & Ive been given several dates for job ***************** have yet to keep any of them. I have spent over $4,000 in rental car ********** I feel I should be reimbursed for time lost & money unnecessarily spent each day that passes.

  

  Business Response

  Date: 08/04/2023

  The customer's vehicle service was completed, and the vehicle was picked up on July 31st.  As of today, the customer appears to be happy with the service that was done on the vehicle.

• Initial Complaint

  Date:06/22/2023

  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.

  On June 7, 2023 I purchased a 2022 Jeep Grand Wagoneer from Landers McLarty Jeep Dodge ***** After making the purchase hours later while driving home the same day I contacted one of the reps at the office to let them know that there was an issue with the screen in the Jeep. The screen would be glitching in and out and unable to make any changes that you need (if you are familiar with the Wagoneer you know the screen control EVERYTHING) well I was unable to reach anyone or did I get a call back. The next day my husband took off from work to go back and explain to them what was going on. They sent the truck to back and within minutes they came back and said the screen needed to be replaced and that they will order part and it will be in Tuesday June 13. Well June 13 came no call or follow up from the salesman or anyone at dealership. So on Friday June 16 I decided (because I havent heard from anyone) to stop by and check status of part because we were getting ready to travel the following day because my child is on a traveling track team. I stopped by the part office and nice gentleman ***** asked how he could help and immediately got someone to check status of part and after back and fourth unable to locate a part and finding out a ticket was created there was no exact date on when the screen would be in but was estimated at June 22 but the rep that told me that also explained to me that he cant promise that it will be that day. I instantly got upset and stormed out of the business. For 1, Not only did I just pay over $80,000 for a truck I can not drive these people lied to me when I could and should have just returned the truck to the business the next day. And 2, Two weeks before this I just bought a brand new 2023 Dodge Charger from these same people. Thats over $120,000 that I am spending with a company that obviously dont care about their customers and just care about a dollar. I am embarrassed, frustrated and regret this making this purchase.

• Initial Complaint

  Date:05/23/2023

  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.

  My Daughters vehicle a Jeep Grand Cherokee was brought to Landers ******** Jeep on University Dr for a unknown engine problem - after 4 days the dealership informed ** the ***** WAS LOCKED UP!! after contacting the dealer we purchased it through and our insurance we were then called back and told " Oh the motor is not locked up its just the starter"!! and it will be 2300$ to repair !!!!!!!!!!!!!!!! they also said the starter was 500$ - so i went down to Advance and purchased a new starter for 245$ -- delivered the starter to the ************ and told them i need the bad starter for the core charge-- NEVER GOT IT BACK!!! now my daughters car has multiple CHECK ENGINE warnings on - the remote start does not work AND NONE OF THE BUTTONS ON DRIVERS DOOR WORK!!! Does your techs have a CLUE about how to work on cars!!!!!!!!!!!!!!

  

  Business Response

  Date: 05/23/2023

  This complaint is for Landers McLarty Dodge Chrysler Jeep Ram (CDJR), not Landers McLarty Chevrolet. Please advise the customer to reach out to their dealership as we are operated by seperate individuals.

  

  Business Response

  Date: 06/02/2023

  We currently have customers vehicle in our service department being repaired and they are in a rental vehicle.  As of 6/2 the customer seems to be pleased with the service, we are providing to service their vehicle.