ComplaintsforLanders Chrysler Dodge Jeep

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car from Landers Ram Dodge and immediately had problems with the vehicle. I took the vehicle to their service department and told it was the fuel pump, it took them 3 months to fix that problem. After getting my car back I was driving and the car stopped on me after only one day of having it back. I'm getting tired of the run around because it was said I hit something that caused my car to stop working. They made me file a claim with my insurance, which I did. The adjuster tried to contact service management but she was not able to speak with him. A check has been sent to repair her car, but as of today the service director ****** said they haven't received it. So I am at my wits end because I am paying a car note and full coverage on a car that I am not driving. I am so frustrated.

  Business response

  07/14/2023

  Dear BBB,

  Our service director, ****** ******, has been in contact with the consumer and arranged for a rental vehicle free of charge while the dealership is completing the repairs. The consumer had hit something in the road and incurred damage. Our service department was waiting on an insurance estimate, as well as parts while the vehicle was there. Repairs should have begun today 7.14.23. We anticipate this matter getting resolved very soon.

  Respectfully,

  ****** *****

  Luther | Landers Compliance Team

• Initial Complaint

  02/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased Audi 2017 Q7 from dealership 12/12/2022. The same day the oil light came on. My salesman assured me that the service people at Landers didn't know how to reset the oil light. So I continue to drive the vehicle, the check oil light is telling to add a quart of oil and that I can continue to drive the vehicle. I tell my salesman again something is wrong with the vehicle. I get to the Landers service department tell them all my concerns. They tell me the same thing, that they cant reset the check oil light. I continue to drive this vehicle but now it tells me to stop driving the vehicle and add oil. So here I am having to put a quart of oil in my newly purchased vehicle every week. FYI a quart of synthetic oil is 12$. My sales man finally gives me the number to a service supervisor, ****** who doesn't return my phone calls. The guy named Austin tells me that he will get ****** to return my call. Now I have been told that they will pay for the initial diagnoses on the vehicle. I don't understand how this ok. I have had this vehicle for two months and I have not been able to enjoy it at all. No follow up, they are supposed to replace my front camera hadn't heard anything on that in over a month. This has been the worst car buying experience ever.

  Business response

  02/20/2023

  The customer took the vehicle to *******s foreign car repair shop here in Little Rock. We worked with the customer and agreed to cover diagnostic fees and the repairs that were being made. The vehicle should be ready for pickup today 2/20/23, or tomorrow 2/21/23. This should take care of the customer's concerns and we feel confident that this case can be closed

• Initial Complaint

  12/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Numerous Dates of “Transactions”-2022 Jeep Compass VIN ***************** December 2, 2022. Vehicle was not a 4 x 4 & I was unequivocal. From Alaska in Arkansas for work - 4WD only prerequisite Case# Jeep Customer Care ******** re: 4 warrantied throttle body part replacements Supply chain issues w/ previous parts & the 5th part replacement. Hence, to get home, I was going to purchase vehicle from Landers Credit Union gave me 3.5% interest & Landers financing 8%+ Told when I got to Alaska, I’d have to get car registered then refinance w/ my CU I wouldn’t be allowed to use CU Salesperson Mr. ******* *** left & handed me to his sales assoc, Ms****** ***** to complete Clear to Ms. ***** & Mr. *** I didn’t care about color-I cared about 4WD When pressed, (friendly) about color, I said -“white, it’s color of last 2 vehicles I’ve owned & I don’t get tired of it” Ms. ***** said there was a white 2020 Compass. I’d NO reason to believe it wasn’t a 4WD drive Compass all look alike- 2WD or 4WD Purchased Compass. Picked up Compass 2/5 Found out it was 2WD & NOT 4WD I IMMEDIATELY texted Mr. ***, told him situation I’ve text screenshots & he indicated he knew I wanted 4WD Mr. *** called & told me to come right back to dealership, he’d swap for same year, model & price—only difference, it’s gray I didn’t care- Had to have 4WD He understood. Landers refused to exchange unless registered in AK-will take 2-6 wks to process. Finance Dir “*****” wouldn’t even speak to Wells Fargo I escalated to ****** ******, WF Exec team ****************************** ************ Case# ******************** WF does indeed unwind loans & starts over, but needs cooperation with dealership Followed Ms. ******s instructions per a letter I asked her to write re: conversation had with Landers finance director, ***** & Mr ******* so I had in writing SOMETHING indicating what Landers said they’d do to exchange vehicle for one that meets criteria of 4WD Reached out to Mr. *******-twice No response

  Business response

  01/09/2023

  The deal that caused Ms. ********'s dissatisfaction did get reversed and she took delivery of a vehicle within her specifications on 12/16/22. We feel confident that this issue has been addressed and that this case can be closed.

  Business response

  02/14/2023

  We are actively working with and trying to reach the customer. Our General Manager, **** ********, has attempted to reach Ms. ******** on numerous occasions and has also left a voicemail. At this point, we have yet to hear back from Ms. ********. 

  Customer response

  05/07/2023

  
  Better Business Bureau:
  
  

  We are still working to get details and in the midst of all this I had an immediate family member pass and went out of state, etc. As soon as I am able, I will circle back with the GM as I very much want this situation settled as I am sure Landers does as well. 

  Thank you for the update. 
  
  Sincerely,
  
  ********* ********

• Initial Complaint

  10/20/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a used $24k 2017 Ford Mustang, the buying experience wasn’t bad. I actually really like the car. The sales men were nice but they’re salesman trying to make a sale…so that part. Well I purchased a vehicle that I was aware of having minor cosmetic body damage that could easily be fixed at home for little to no cost. That damage was disclosed up front before viewing the car in person. No deal breaker for me. The car was dirty when I test drove it so I failed to see the overspray on the hood and the trunk of the car. I discovered that when they washed the car and brought it to me to drive home. Not to mention the overspray on hood and spoiler was very textured. They said bring it back for a buff. Well I did that and it can’t be buffed out. The salesman knew this when I mentioned it to him and he deterred me immediately from getting it painted because it would go on my Carfacts and that was basically the end of the discussion. Have not been able to discuss what other options I have with anyone because I have been passed around and ignored and no one will return my calls. The very next day the backup camera messed up. I notified the salesman and he said bring it in. It was “allegedly” looked at and deemed okay. Well 2 weeks later it is still messing up and I found out it has a recall on it. Yes I am at fault for not noticing overspray on a dirty car but they are just as guilty for non disclosure. I have real concerns and I have attempted to contact both the salesmen and the customer service representative, ******* and *****. ***** won’t answer the phone or return my call. ******* won’t answer the phone and rarely returns texts. I’d appreciate some type of olive branch extension to show ownership of the mistake and make sure I remain a happy customer but I’ve gotten nothing but the run around. The aftermath has truly made this a horrible buying experience because I feel like I was duped.

  Customer response

  10/26/2022

  I never received notification of a message from you. Yes it was purchased as-is but it came with a 60 day customer satisfaction warranty where 30 days is bumper to bumper and 30 days is powertrain. My deal is if the car had been clean and I had seen the other damage, that was not disclosed, I would not have purchased the vehicle. Yes I take ownership for missing that but there was no way to have seen it if the car was dirty and the dirt specks were the same color as the paint on the car. But at the same time the dealership has taken no ownership either in any way. It’s not that I don’t want the car or have any issue with purchasing it other than the fact it has overspray all over the hood and trunk the they obviously got on there because there is left over evidence of where they applied it all over the car. 

• Initial Complaint

  07/27/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I bought a 2022 Grand Cherokee L from Landers in October of 2021. I also bought a extended warranty that I've asked for multiple times and just got it overnighted yesterday after i was told i was longer allowed landers. My problem is i took it in in May because my gear shifter was going out. They ordered a new one, get my car back my high beams will not work nor my dimmers on the inside. Go back to Landers and get that fixed, now my milage is flashing and they've scratched my door. Took it back in last week to finish the issues and instead of painting the door they put a weather strip on it and did not replace the mudd flaps (that they messed up) I've called so many times trying to speak with the GM and no call back. It was always a fight to try and get a rental when my warranty covers it. Yesterday i completed a survey that the dealership sent. I answered it with my honest opinion. Later i was called by Mrs. ******** and screamed at for giving them a bad survey. I was told I would no longer be allowed at the dealership. I'm only trying to get what they messed up fixed and I'm not allowed back?

  Business response

  08/10/2022

  Dear BBB,

  I serve as Compliance Auditor to the Landers Automotive Group and all of its dealerships, including Landers Chrysler Dodge Jeep Ram (“Dealership”) and I am writing in response to your letter dated July 26, 2022, regarding Consumer Complaint ID:********.
  
  By way of background, Ms. ******** originally came into our service department because of a gear shifter issue. This issue, along with a flashing dashboard, have been fixed and are now operating properly. Furthermore, during Ms. ********’s last visit, we addressed the flashing dashboard, performed an oil change, and replaced the door edge guard on her vehicle. During this time, we provided her with a loaner vehicle. Mud flaps were in working condition, correctly installed and all present on the vehicle. The light dimming functions inside the vehicle work as expected on this model vehicle. The headlights issue cannot currently be resolved because it is a known issue to Chrysler, and we are waiting on them to come out with a universal fix. The malfunction relates to automatic high beams not functioning as expected. Manual high beams do work as expected though.
  
  According to our service manager, ****** ******, our service department has gone above and beyond to expedite service for Ms. ******** and get all her concerns addressed. Nonetheless, she posted two very negative reviews about the dealership. As a result, the dealership's GM - **** Figueroa and Service Manager - ****** ****** have decided it would be best to no longer serve Ms. ******** as a customer at the dealership. Please let us know, should you have any further questions. 

  Please let us know, should you have any additional questions.

  Respectfully,

  ****** *****

  Customer response

  08/10/2022

  
  Complaint: ********
  
  I am rejecting this response because: I had to beg for a rental that my warranty covers. The same warranty that they have kept from me when asked for a copy. Never got to speak with ****. They put a weather strip over the chipped paint that was chipped on their lot. I was told because of the surveys I wasn’t allowed back. Job was not completed. I asked for my mudd flaps to be replaced and was completely ignored.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  06/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Greetings All, My name is ******** *****. I purchased a 2018 Jeep compass latitude from Steve Landers Chrysler Dodge Jeep, located at 401 Colonel Glenn Plaza Loop Little Rock AR 72210. I purchased this vehicle on 11-09-2021. I traded in my 2016 Hyundai Elantra, which had no problems, I just needed a bigger vehicle to suit my family. Since purchasing the 2018 Jeep Compass, it has been in the ship for a total of 4 times previously, and after today (06-16-2022) this will make the 5th time. This vehicle has been in the shop for the exact same reason each time. I am a very understanding person and I do understand everything must go through a process. However, I have reached my limit with dealing with this process. I am currently 7 months pregnant, and my blood pressure is thru the roof after dealing with the mechanical issues of this jeep. I feel like I’m getting the run around and no one is resolving the issue. I went from having a perfectly good Hyundai to purchasing a lemon that no one can seem to figure out what is wrong with this vehicle. I have attached service receipts of each time this jeep has been placed in the shop for the exact same mechanical issue. I have also attached pictures and a video of the issue and my Warranty contract. The dates of service for this vehicle are as follows: 11/13/2021, 03/17/2022, 05/12/2022, 06/03/2022 and as of today 06/16/2022 I will again have to put this vehicle back in the shop for the exact same reason mechanical issue. I don’t mean to be rude or mean but I AM TIRED!!!! I traded in my hyundai because I needed a bigger car for my family and here I am getting ready to have a baby soon and I don’t have reliable transportation to get to work, doctors appointments and my kids to school and/or summer camp. Im sorry but I can’t take any more of this back and forth with Steve landers and this Jeep. They clearly aren’t able to figure out what is wrong with this car so I feel that it is only right if I am placed in another vehicle

  Business response

  06/22/2022

  Dear BBB,

  On June 21, 2022 our customer relations manager reached out to the customer to offer a loaner vehicle while we inspect her vehicle. Currently, the plan is to see if our service department can get the vehicle back to working condition, without any issues. Pending this attempt to remedy the vehicle's issues, we will discuss with the customer to consider trading the vehicle in and find something more suitable for her needs. We will follow up with another response, once a resolution has been reached.

• Initial Complaint

  05/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I brought my car into Landers for a diagnostic on April 15. I knew what was wrong. I told them, they said they had to do a diagnostic anyway. I opted to wait and ****, a technician, said it may be a few hours, but we assured him we were sure we wanted to wait. About 7 hours later, he came in and told us it was not "back together" and would not be ready today. I was a little confused about why it was apart to begin with. He said it was still on the rack, but it was actually in their parking lot and we asked if we could get some things out of it, as we were packing to go out of town. They let us get our stuff out. Two days later, **** had left a message with what the problem was (what we said it was) so we went to pick it up. It still wasn't "back together." He told us to come back the next day. We did. When we drove it off the lot, the speedometer and odemeter didn't work. We called (they were closed - I left a review on their website for a timestamp) and then called them again the next day. They said they'd see us again in 2 weeks. I demanded that the see us now. We talked to the manager. He said to bring it in. We left the car and went on our trip. A few days later, the manager called and told us he located a part and it would be finished in 5 days. When I called again about a week later, they told me that the part hadn't come in yet. Turns out, it had and they couldn't figure out how to use it so they had to order another one. During one of my calls to him, he said it would be read "end of the week." Then he told me to come and get it on May 17. He said it ran, but the speedometer and odometer won't work. I went. He told me to bring it wherever I wanted to. I went to get it and the brakes don't work now, so he would not release it. I sent him a link so I can buy the part: he hasn't replied if it's right. He offered a loaner and never followed up. He hasn't called me at all about the status and has never offered to let me talk to his boss.

  Business response

  05/27/2022

  We have spoken to the customer the ABS module has an internal failure the part is on a nation wide back order and is not expected until 02/2023. We have tried several different way to get the part even purchasing one to try to have reset but that would not work and even working with ******** engineers to try to get a fix. We have located a few dealerships across the country that have this module and are working with ******** to help us to get them to sell it to us where we can repair the vehicle for the customer. We have also told the customer that we would help her on the price of the repair and would reimburse her the original diagnosis fee that she was charged. The module not communicating is why features are not working on the vehicle. we would love to get this handled as fast as possible. 

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