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:10/15/2024

  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 went to ************* to return my vehicle that I purchased before the two day period and was told I can not return my vehicle that I needed to purchase the warranty to return my used vehicle but I read in the state of California you can return a used vehicle within two days of purchase and I was declined by ****** ******** sales manager for Chrysler dodge in ******************* I purchased my vehicle on 10/13/2024 went back on 10/14/2023 and again today 10/15/2024 and was told I could not get a refund. So the reason I want my money back is because I made a purchase with the agreement that my vehicle would be fully detailed and when I took it back I waited almost 2 hours and they did not detail my vehicle they lied to me and waisted my time so this upset me and I decided I did not want to do business with people that treat the customer with lies and dont keep their word . So what I want to know has my rights to return my vehicle in 2 days been violated?

  

  Business Response

  Date: 10/17/2024

  Mr. ******* when you went in to the finance department to sign contracts you were offered a "Contract Cancellation Option Agreement" for $500.00 and you signed on your contract that you waive your right to return the vehicle.
  As per the vehicle not  being cleaned to your satisfaction, we had the vehicle sent to a professional detail company and had the vehicle professionally detailed for you.
  When you came to pick up the vehicle, you let  ******* your sales person, know that the vehicle was cleaned to your satisfaction and that you were happy.
  We thank you for your business with **** Bros. 
  Thank you 
  ***** ***** II
  ************** ext 5122
  
  

  Customer Answer

  Date: 10/17/2024

   I am rejecting this response because:
  My question is in the state of ********** you have two day days to return a vehicle is this true or is is not true ? Also after I took my vehicle to get my car detailed the retailer returned my vehicle without its floor mats I have notified ****** and waiting response and yes the detail job is good but they kept my mats please return them thank you ****** Burgos 
  
  

  

  Business Response

  Date: 10/23/2024

  Mr. ************ hope this message finds you well. I wanted to take a moment to clarify an important part of the process when purchasing a used vehicle in the state of ***********
  In accordance with California law, for any used vehicle priced at $40,000 or less, dealerships are required to offer you the Option To Purchase a 2-day cancellation agreement while signing the contract.
  If you decide to purchase the cancellation option, you can return the vehicle within two days, no questions asked; however, at the time of your purchase and contract signing, we offered this option, but you declined to purchase the cancellation agreement.
  As a result, the vehicle sale is final, and the 2-day cancellation option is no longer available.
  Furthermore, we will gladly return and or replace your floormats for you. 
  Please feel free to contact the General Manager ***** ***** to facilitate pick up of the floormats. His phone number is ************* ext 5122
  
  

• Initial Complaint

  Date:08/09/2024

  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.

  i made a appointment to get. a oil change on my car...i asked how long the wait will be i was told a hour....i arrived then was told up to 3 hours that's ridiculous whats the point of aappointment.seems like their double bookin a scheduled oil change shouldn't be a 4 hour waiy

  

  Business Response

  Date: 08/12/2024

  *******, an appointment time is set up to write up your vehicle for what it needs as you know when you set up an appointment with a doctors office some times it goes past you appointment time dependent on the work load prior to your appointment. We have a process that when your vehicle is here we must check brakes, tire's and safety items so that when you leave you are going to leave here in a safe vehicle. I do apologize we did not meet your expectations. If I can be of any help on your next service please call me and I will make sure we expedite and come as close to that hour as we can. Thanks
  ************************

  Customer Answer

  Date: 08/12/2024

   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 need your contact info

• Initial Complaint

  Date:08/01/2024

  Type:Billing 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.

  5/12/2024 Purchased a Dodge Grand Caravan I was not given any paper documents only a USB. I paid to have the documents printed . This was the first time I saw the payment was $110 more than I had agreed to. When I attempted to discuss it with the sales staff they said oh well you signed for it. It wasn't until I went to ********************** I inquired how did they get me financed for such a large loan. The income that was reported to the finance company was from the dealer $6,800/monthly retirement not my correct amount of $1,180 /month from SSI. I had no information from the documents of this fraudulent information used to fund my loan. It was from the finance company this information was verbally stated when I inquired . The finance company had me go to the dealer and demand the dealer add ons of the warranty $3995 and Gap $995 be removed . The dealer refused to provide verification so I took a picture and provided that to the finance company. To date I haven't received documentation of any reduced payment which is currently $476. I stated to **** in person that I will default I can't afford this they responded "oh well you signed the papers" I informed Arrowhead as well .***** says finance is who reports income but no one will admit to who or how this happened. This is not a mistake it is intentional fraud which I am now paying more than money for..

  

  Business Response

  Date: 08/05/2024

  *******, **** **** is committed to saving our natural resources like water and paper which is why we have moved to the *** that you received and does have a copy of what you signed. If you would like a paper copy of the documents you signed I would be more than happy to send that to you. Please let me know so we can get you taken care of. If I can be of further assistance please call or e-mail me. Thanks
  
  
  
  
  ************************
  ************* ext 5122
  ****************************

• Initial Complaint

  Date:06/30/2024

  Type:Billing 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 spoke with a sales manager ( CEASARS). I EXPLAINED TO THIS GUY THAT I ONLY WANTED CREDIT RAN WITH ALLY OR CHRYSLER FINANCIAL. He agreed. Shook my hand like a snake would. I received notifications that I had 7 credit inquiries... I agreed to only 2.. I received a call from while at the dealership from someone claiming to be from Chrysler FINANCIAL institution,saying congratulations on my purchase and someone would be in contact. I received a call almost a week later from UPGRADE **** stating they need insurance information to complete loan..... at this point, I've had the car for a week. I could not secure insurance on the vehicle because I could not get verification on who the lender was from dealership.... **********************,AND ****** SHOULD BE QUESTIONED CONCERNING THIS MATTER. I was promised one thing by ****** and then found out something totally different.....

  

  Business Response

  Date: 07/01/2024

  ******************, ****** responsibility to all of our customers is to get the best financing for you and sometimes this does require more than 2 banks to look at your credit and make a decision. Ally and Chrysler did approve your loan at a much higher interest rate which in turn would have increased your monthly payment. by over $200.00 dollars per month. Upgrade bank did approve your loan at the rate that you signed for. I am available to discuss your concern if you would like . Please call me at ************* ext 5122 
  
  
  ************************

  Customer Answer

  Date: 07/01/2024

   I am rejecting this response because:
  This situation was handled very unprofessional. The information given in this reply could have and should have been discussed with me while I was there or the day I returned to pick up the vehicle..... 
  
  

  

  Business Response

  Date: 07/02/2024

  ****************** if the terms of the contract were changed then it would have been addressed with you at that time. ****** responsibility is to get you the terms of the contract that were disclosed to you on the contact. When you signed the contract in the disclosure on the back it state's that we are able to assign the contract to any of our financial institutions with whom we regularly do business with and that is what we did to give you the best interest rate and terms we could find. If you would like to discuss this further please contact me at ************ ext 5122.
  
  
  ************************
  General Manager

  Customer Answer

  Date: 07/16/2024

   I am rejecting this response because:
  
  Good afternoon. The situations concerning the unprofessional/ inconsiderate/ bad business car deal is still not finalized and now is inconveniencing me even more. I left **** **** Chrysler (******************* LOCATION)on June 22nd 2024,with a 2023 Chrysler 300. Under the impression I was financed with Chrysler Financial. It is now July 15th 2024 and I currently have no finalized financing... My trade in ( 2018 Chrysler 300) has not been payed off yet. Now I'm receiving emails from the institution that financed the old vehicle informing me that my car payment is 9days past due.... Huge problem for me because I contacted the finance institution to let them know the car was traded in. The rep informed me that they have not been contacted by **** **** in ******************* and did not receive a payment. Because of this, unfortunately I'm responsible for the late payment. I have never been late paying my payments and now I have to bite the bullet because the car dealership is dragging there feet... damaging my credit and my relationship with this institution. 
  

  

  Business Response

  Date: 07/16/2024

  ******************, thank you for coming in today and signing your new contract which will save you almost $6,000.00 over the term of your loan. **** **** is expediting the contract with Stellantis so we can get your trade paid off as quick as possible and we do apologize for the delay. **** has verified your payoff and will get this out as quick as possible. If I can be of service please do not hesitate to call me. Thanks 
  
  
  ************************
  ************** ext 5122

• Initial Complaint

  Date:06/24/2024

  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.

  Traded in a vehicle and leased a vehicle on 5/28. It is now 6/24 and the payoff has not occurred for the vehicle that has was traded in. Called multiple times, initially told to contact new finance company to check status. 2nd call resulted in being told theyre working on it because it was just funded on 6/5 and everything on their end was done. Called on 6/18 and they advised it was just sent overnight earlier that day. Followed up on 6/24 and was told it was sent on the 18th and typically happens within 48 hour of funding (which we found out was 6/5).. so why the big gap? And why is the loan not paid off and now past due?

  

  Business Response

  Date: 07/03/2024

  *******, we apologize for any inconvenience that the delay in payoff may have caused you. I have reached out to the phone number that was attached so we could assist you. We would love the opportunity to further assist you. Please let me know what we can do to help with your concern.
  
  *****************************;
  ************** ext 5122
  ****************************

• Initial Complaint

  Date:05/02/2024

  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.

  On 4/16 my husband dropped off our 2022 dodge durango to the **** **** dealership in **************. The truck was taken in and we were originally quoted that the diagnostic would be done and we would get the car back on Friday the 19th. My husband called on the 18th to check on the status of the car and he was told the car had not been worked on yet. They then told us on Monday they found the problem with the truck and that it required a part be ordered, they supposedly ordered the part and was said to be at the dealership in 5 days. Five days passed and we did not receive any update, we called the dealership and the part had not been delivered yet and was suppose to take another several days to be delivered. During this time there was a gap in communication and we had not been offered a rental car. The part was finally delivered almost a week later and the rental was then offered. We had the rental for 5 days then we returned it on 4/26 at 4:00pm, our truck was to be picked up at 5:00pm. I went to pick the truck up at 5:00pm only to be told that they tried calling my husband at 4:30 to let us know the truck was not ready and that they needed to order another part. At this point I had no rental and the Hertz was closed already, thankfully I had a way of getting home. It is now 5/2 and we are being told again that the second part has yet to be delivered and it wont be available till 5/8 and we still have no rental/rental extension. My husband leaves to a week long work training on Sunday and we have no other vehicle available due to the lack of communication and service received by this dealership. We called this morning and have spoken to ******/case manager who seems to know nothing and has been no help to us at all regarding a rental for the week, can someone please reach out to us as this has been a nightmare in communication and now we are without a car for another week or so due to the last minute notice and lack of communication by this dealership.

  

  Business Response

  Date: 05/03/2024

  We sincerely apologize for the inconvenience regarding the repair of your Durango. Please know that we are working diligently to resolve the matter as quickly as possible. Unfortunately, there is a delay with Stellantis the manufacturer, and your specific part is on national backorder. The manufacturer has approved an additional 10 days of rental for your use. Please know we are actively pursuing all avenues to secure the necessary parts, so we can repair the *******. As soon as we receive the backordered part we will expedite the repair of your vehicle.
  
  
  
  
  ******************************
  General Manager
  **** Bros.
  Chrysler Dodge Jeep Ram
  Phone ************** Ext. 2122
  Fax **************
  www.MossBrosCJDRSanBernardino.com
  
  
  

  Customer Answer

  Date: 05/03/2024

   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.

• Initial Complaint

  Date:04/05/2024

  Type:Billing 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.

  I purchased a car 3/4/24 I put down $4000 brought back another $1000 and during both times I wasnt giving a contract which I asked for both times 4/2/24 they called me to come down and talk about finance however they never found anyone to finance me but didnt tell me that after a game of chase and lies from 3 different people I took the car back still wasnt given a receipt that my money would be back in my account they didnt take the keys when I took the car back so they sent someone to get them which I gave them over without a problem still I couldnt get a receipt I was told I would get money back for the seat covers I got because I thought the car was mine still nothing I would like my money back because I gave the car back even when I went there and another person told I could have a month to put down 3000 more which would make 8000 I was called and lied to the whole time they handle me with no respect everyone I was dealing with was very rude and dishonest the whole time they still took $1000 from and never once told me I wasnt financed , took my money without a care in the world didnt matter all the change I had to do in order to get the car and now Im being played with about my 5000 which is causing me to miss out on work because I dont have a car they didnt even offer me another not one thing was done beside them taking the car back no sorry everyone was just lien to me it was ***************** sale managers also might I add during this whole time dealing with the car situation Ive been dealing with the death of my sister along with funeral plans Im very upset and feel as if I wasnt cared or respected by anyone @ the dealership

  

  Business Response

  Date: 04/10/2024

  *************** , per our conversation. I will go ahead and refund you the seat covers you purchased from amazon which is a value of $50 once I get your receipt . Also your down payment refund has already cleared and it's back on your card.  If you have any further questions or concerns please do not hesitate to reach out to me
  
  *************************
  General Manager
  ************ ext 7122

• Initial Complaint

  Date:02/06/2024

  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.

  . Date Transaction: 09/30/23 .I purchased a 2018 Chevrolet ************* on 9/30/23 for my son. We both had a horrible experience. They pressured, lied and forced us to pay for LoJack in order to purchase the car. The LoJack was an add-on, I had informed them several times, we do not want. They charged me for the LoJack under pressure and lies. We were lied to by the finance manager *******************************. The internet manager, ******************************* specifically said to us, we do not have to purchase any if the add-ons. If we do not want and that they (finance guy) ******************************* will try to sale you the add-ons. It was evident that he was out of line. *******************************, would not sale me the car without the LoJack. It makes no sense. They ran my credit, just to try and get me to finance a portion of the car price, I said NO; another lie. The finance manager lied and said they needed to make sure I am who I said I was. It made no sense. After further research, I found information that concluded a dealership will try to push to sale add-ons, which is not required unless the buyer wants it. My drivers license was my proof. Keep in mind I paid cash for the car. I called in to speak to a manager and they were no help. I sent a written certified letter to them with my compliant. As of today, I have not heard back from anyone. I was hoping they will do the right thing. Please help, I want them to refund me the cost of the LoJack $1,295, plus tax.

  

  Business Response

  Date: 02/12/2024

   
  
  *********, thank you for letting us know about your concern. I would very much like to talk to you about it. Please contact me as soon as possible to discuss. Thanks
  
  
  ************************
  General Manager
  ************* ext 5122
  ****************************
  
  

  Customer Answer

  Date: 02/12/2024

   I am rejecting this response because: When I spoke to ************************* he did not help with getting me a refund for the LoJack. Instead he offered 3 oil changes and tire rotation, which do not cover the amount I paid for the LoJack. Please see the attachments for additional information. This is why I choose not to speak with ************************** I have endured enough, I just want to be refunded. Thank you.
  
  
  

  

  Business Response

  Date: 02/19/2024

  *********, you talked to me on October 3 2023 and voiced your concern about the ******** You and I then agreed that if we gave you a 2 year maintenance plan with tire rotations on your vehicle that you would be 100% happy and that you would be bringing your vehicle in to service with us. You have had my phone number and e-mail address where I sent you your maintenenace agreement. If something has changed since then please get in touch with me so we can discuss and get you happy again.
  
  
  ************************
  General Manager
  ************* ext 5122
  ****************************
  
  

  Customer Answer

  Date: 02/21/2024

   I am rejecting this response because: *****, I did not agree to your offer via email or our phone conversation. I asked you to send me a copy of the maintenance plan to have for my records and to look it over.  You showed no empathy regarding my concern, you only wanted to shut me up. I did not accept your offer, due to the lack of integrity from your team (*******************************). I did not activate the LoJack, because we did not want it from the start. You had referenced on the phone call that your guys are not suppose tell a customer that they do not have to pay for add-ons. Then you went on to tell me how much of a benefit a LoJack is best to have, because I know how teenagers can be. Well, my son is not a teenager.

  I want to be refunded and my credit inquiry removed. 

  

  Business Response

  Date: 02/22/2024

  
  ********* I sent you the agreement and you never got back to me to say yes or no, so at that point I thought you were satisfied because you did not let me know otherwise and **** **** put that maintenance policy in place? **** **** agrees to reimburse you for the ******* for $1,295.00 and we will cancel the maintenance that was put in place. As per the inquiry on your credit you signed an application that authorizes us to verify who we are doing business with so the inquiry will remain. If I can be of further assistance please call me or e-mail me. Thanks
  
  
  *****************************;
  General Manager
  ************** ext 5122 
  
  

  Customer Answer

  Date: 02/27/2024

   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 responded to you via certified letter mailed to your location, no I was never satisfied. Also, I am working with the agencies to have the hard inquiry removed. I paid cash for the car and there wasnt a need for me to prove my identity.  I provided my drivers license as proof. The finance number ************************* tried to get me to finance part of the purchase price, I refused.

  Thank you very much for your response to refund me for the LoJack.  **************,  **** **** agrees to reimburse you for the ******* for $1,295 and we will cancel the maintenance that was put in place. 

• Initial Complaint

  Date:02/05/2024

  Type:Product 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.

  I bought my car in 2021 and I got a package that includes repairs for my car inside and out but every time I took my car in they kept saying it was fine. It was not fine this location just does not want to fix issues for customers and take their money. I want a refund for that stupid package they placed on my car that I never got to use although I kept taking it in. I want my 5000 back asap or I will be suing and taking this matter to social media. I want a resolution **** **** you guys shouldnt be s******* people over.

  

  Business Response

  Date: 02/26/2024

  Hello *********,
  My name is *************************, I am the General Manager at MossBros VW. I am sorry to hear that you have some concerns regarding your purchase and service with us. I would love to get involved and find out how we could assist you. I will personally call you later this afternoon. You can also reach me directly at ************ ex 8122. I look forward to speaking with you. 
  Thank you 
  ***** H 

• Initial Complaint

  Date:01/31/2024

  Type:Product 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 Dec18 I purchased a ***** and put 250 down on my chime checking account card three days later I put down ******* mor on my chime credit builder account card. I received a letter stating g that they would be unable to finance the terms they drew **** returned car with no damage 250 was returned to my account but I had canceled my credit builder card during that. Month so they were unable to put my refund back on my card ..I was assured by the supervisor of sales that they would cut me a check the following day and over night it to me. Two weeks have passed and no one will return my calls I have spoken to many people and was told that I must provide proof I canceled that card or give them the sixteen digits of that canceled card . After speaking with my bank I am unable to do so I let **** **** know and have spent three and a half hours on hold totally I have been hung up on disconnected and told those were my only two options I was referred to ******************* head of finance he will not return my messages after purchasing this car I sold my truck so now that I have returned their car I have NO transportation, they refuse totcall me back they refuse to give me my money another way I need that thousand dollars to ad to my money from the sale of my truck so I can buy a vehicle out right I work two jobs at fifty dollars one way **** to Uber one direction please help me resolve this matter I don't know what else to do

  

  Business Response

  Date: 02/06/2024

  *****, thank you for letting us know about your concern. The money has been returned to the card that you used for the down payment. If I can be of further assistance please do not hesitate to call me.
  
  
  ************************
  General Manager
  ************** ext ****