ComplaintsforRedlands Auto Plaza

• Initial Complaint

  05/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am out over $10,000+ in receipts as a direct result of Redlands CDJR service managers rejection of providing me a rental truck, despite having paid $7700 for the additional warranty coverage from FCA. My truck was also damaged in their lot which they have not reimbursed me for either. My $125,000 fully loaded Ram 3500 broke down on 11/13/22. The closet FCA approved dealership was Redlands CDJR. With only 6700 miles on the truck, we were left stranded for almost 10hrs on the shoulder of the busy Interstate 10. FCA Roadside Assistance couldn’t tow my vehicle (also part of my supposed warranty coverage) because FCA was not offering enough money for any tow company to take the job. I had to use AAA and pay out of pocket to tow my trailer 26 miles to the tune of $1200. It was determined that the Aisin transmission suffered a catastrophic failure due to a faulty snap ring (known problem) and required a complete replacement. There were no replacements available in the US and FCA had no idea as to when one would become available. We needed to get back home to ******, where we live, however, Redlands CDJR refused to supply me with a rental vehicle. As a result, I hired a contractor to haul all my belongings and trailer back home. It took a month to finally expediate a transmission replacement. It then took an additional month for FCA to ship my truck back to ******. While the truck was in Redlands CDJR, it was damaged in their storage lot. I had submitted the receipts to them for the repairs on 02/25/23. I was given the run around from the service manager that I’d have to contact FCA for reimbursement, which I knew was incorrect. I’ve left multiple messages for ****** ******** the General Manager/ VP (no response) and the Fixed Operations Manager **** ****** to address the matter and still have not received my re-imbursement from over 2 months ago. I am seeking the BBB’s assistance in receiving the money that is rightfully owed to me.

  Business response

  05/15/2023

   

  The Dealership did send Mr. ****** a reimbursement check (please see attached) with the address he supplied us. It was returned undelivered we contacted Mr. ****** and verified the address was correct and even sent him a copy of what we re showing you. He told us we did not have enough postage so we went to the postal service and even added additional postage. We advise Mr. ****** the day we resent the check and as of 5/15/23 the check has not been cashed. 

• Initial Complaint

  04/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/30/22 I took my 2021 Ram 1500 to the dealership for it's prepaid service work of oil change and tire rotation as I had done previously at every 5000 mile intervals. The mileage at that time was 27,192 (see RO *******) When I picked up my truck they told me they will not rotate the tires due to them wearing excessively on the inside and I needed to purchase new tires. It didn't make sense being that all the service on this vehicle was done by them and was always on schedule. I asked them to do a complete inspection and find out how in the world a set of tires could be unsafe and need to be replaced after only 27,192 miles. They claimed they checked everything and everything was good. I of course purchased new tires for $2,300 on 12/6/23 (see invoice #******) On 2/27/23 now at 30,562 miles my wheel started squealing so loud, ended up being that the wheel bearings were no good. That now completely explains why the tires wore down the way they did and were rendered unsafe. After a struggle they finally replaced the wheel bearings as they were under warranty but refuse to take responsibility for neglecting to inspect the wheel bearing which caused the damage to the tires. This is a new truck that should have never had an issue with wheel bearings at 30,000 miles and there's not a tire on the planet that would only last 27,000 miles. This was caused by their negligence and lack of competency. I am asking for them to reimburse me for the $2300 for the cost of the tires.

  Business response

  04/21/2023

  On 11/30/2022 ****** ****** came to the Dealership for routine maintenance. The oil was changed however we did not recommend a tire rotation at the time due to the tire tread being low. On 3/1/2023 ****** ****** brought her vehicle in with a complaint of grinding noise coming from the front end of the vehicle. It was found to have a failed wheel bearing and that part was replaced under warranty. On every Service Visit Proper tire maintenance was preformed and No visual Suspension Faults were Documented or Observed prior to 3/1/2023 when the failed wheel bearing was replaced. Attached are the Service inspections from prior visits. The vehicle in Question is not Stock and is Lifted and has Aftermarket Wheels and 37inch Tires which can also influence Suspension And wheel bearings. Unfortunately, Chrysler does not offer a Tread life Guarantee on tires that are Factory installed.

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

  Business Manager

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

  Customer response

  04/21/2023

   I am rejecting this response because:
  So you clearly admit that your tech either wasn't competent or did not properly inspect the wheels and suspension that was put on by your dealership and called everything ok when it clearly was not. Who did you send the truck to for the inspection of the lift being that your service rep told me you don't even have an inhouse tech for that and have to send it out? IT doesn't appear by the paperwork that you sent it out to a qualified tech, so you had an unqualified tech say that everything was ok? Those tires would have never wore that bad on the inside tread at 27,000 miles if everything was ok.  I purchased the truck lifted with those 37" tires from YOUR dealership. Everything having to do with the lift is under warranty by YOUR dealership. So let me ask you this, you guys lifted the truck and put 37" tires without changing the factory stock wheel bearings KNOWING they are not rated for such a modification and you fail to not only take responsibility for that but your not taking responsibility for not conducting a proper inspection by a competent person which caused the damage to those tires? I will make this my last attempt to get reimbursement for the tires damaged due to the dealerships negligence. 
  

  Business response

  05/01/2023

  Mrs. ****** request for reimbursement of the repairs she paid for to repair her wheel bearings, The cost to replace tires and a requested vehicle payment was forwarded to the Manufacturer on 3/28/2023. The Dealership received a confirmation email to reimburse her for $519.94 for the bearing repair and $1176.95 for a car payment as a goodwill. The tires were denied based on the mileage of the vehicle. The Dealership did everything to satisfy the customer request and even went further to get a car payment for the customer. The customer states she had purchased tires at 27,000 miles and a noise did not appear until 30,500 miles, so if no signs of wear were detected no recommendation would have been made and the vehicle was and is still under basic warranty provisions. The manufacturer is then responsible for any related warranty authorization or reimbursements. Also the tire warranty is at the discretion of the the tire manufacturer that she had purchased from not the manufacturer. If she would like to further address her concerns to the manufacturer she can contact them at ###-###-####. 

  Customer response

  05/01/2023

   I am rejecting this response because:
  
  I’m not sure if your lack of comprehension is intentional or not however you did not answer any of my questions and then went on about other issues that are completely irrelevant to this complaint and request for reimbursement. The truck was purchased brand new, lifted, with 37’s exactly how it is from your dealership. I made absolutely no changes and no mods of any sort to that truck since purchase. The entire truck is under full warranty and currently only has 30,000 miles (est). At 27,000 miles the tires that the dealership installed on the truck, the 37’s were rendered “unsafe” the inside tread on the tires the dealership put on was worn down to an unsafe and un-rotatable level at only 27,000 miles. The rest of the tire was fine. All service and inspections to include the suspension and lift that was done by the dealership on this truck was performed by your dealership at every 5,000 miles. Your dealership failed to employ a tech that was competent enough to correct the issue to prevent the tires from wearing so bad at only 27,000 miles. There isn’t a tire on the planet that is only good for 27,000 miles. If your tech was competent and able to inspect the suspension and bearings properly those tires would still be on that truck and would still be good for another 30,000 miles before having to be replaced and I would not be asking for reimbursement. Those tires wore improperly from mile 1 to mile 27,000. They did not wear overnight or within 3,000 miles. The current tires are the exact same brand and exact same size as the original tires that were on it the day I bought the truck. Your dealerships negligence and lack of competence damaged my tires at 27,000 miles which caused me to have to come out of pocket for new tires in order to keep the truck on the road. No one should ever have to buy tires after only 27,000 miles. Your dealership warranties the entire truck, as is because it was bought that way. When the wheel bearing finally went completely bad that was a clear indication that that was the source of the damage to the tires. The fact that a brand new truck needed the wheel bearings replaced at 30,000 miles clearly shows those wheel bearings had been bad from the start which over 27,000 miles steadily caused the damage to the tires. Both front wheel bearings went bad at the same time signaling that the stock wheel bearings clearly aren’t rated for the lift and tires that your dealership put on the truck. If your tech failed to make sure that the bearings were rated for the mod’s of a lift and 37’s than your dealership should have never lifted it and put the truck on 37” tires, again all this was done by the dealership and I bought it that way. I think this requires further investigation into your techs and their qualifications as well as a complete investigation into the truck and it’s limits when it comes to adding a lift and 37” tires. I will now pass this to the FTC for possible fraud.

   

• Initial Complaint

  03/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Approximately in 08/2022 My wife purchased a 2018 Jepp wrangler Rubicon from Redlands CD**. during the purchase we were told that the vehicle was being sold through co-signment. we were fine with this since they advised us that they had did work on it for safety reason. Prior to purchase, I advised them that the vehicle was in need of tires since they were dry and cracking and pieces of the tire were coming off, they agreed to pay for half the cost which they credited me $1000. I advised them that the vehicle was in need of alignment since it pulled to the right, they agreed to fix after purchase. Upon delivery, I asked them to detail the vehicle since it was dirty inside with a thick layer of dust. they stated they did yet when it was delivered to my house, I seen that it was still dirty. 2 weeks after purchase, oil light came on, I checked the oil, it was black in color and 1 quart low. I had it changed and observed that the air filter was full of dirt as well and had not been recently replaced. 3 weeks alter I received a call from the dealership asking if I can bring in the vehicle for a smog check since it had not been done prior to sale and the registration could not be done till it was completed. After it took another 2 weeks to get them to fix the alignment which took me contacting the management. All other issues with this vehicle happened within weeks after purchasing, windshield wiper blades were tore and replaced 4 weeks after purchase, battery was dead 5 weeks after purchase, several check engine lights appeared, had to clean inside vehicle, seats flooring since it was delivered dirty, air filter replaced after 3 weeks of purchase. The fact that they had to call me to bring the vehicle back into the dealership to do the smog check shows no maintenance check was done prior to sale of this vehicle and they allowed to sale a vehicle with dry / rotten tires show they had no concern for consumer safety, only looking for a quick buck.

• Initial Complaint

  11/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  in November of 2020, I purchased a new Ram 5500 for a small business. The truck was operational for 13 months but has been in the shop for almost a year now, since December 2021. I was told the dealer could not provide a rental of any kind because they did not have any to rent or lend. I was also told dodge would not pay for one if I got one on my own. up until last month, In October 2022, I was told that a rental was out of the question. I have been paying over 1200 a month for this truck and it has caused me to lose my business. there has been no progress on the truck for months.

  Business response

  11/29/2022

  ******

  Service Director ******** ****** telephone the customer to give him an update of the progress of his repairs and reached out to the manufacturer to assist Mr. ****** ******** in Getting his engine approved and seeking any type of rental assistance during the repairs. Mr. ******** also has the service Director cellular phone to deal directly so he has a direct line of communication with status and updates. 
  Fredrick C Benoit Fixed Operation Director

  Redlands CJDR ************ * ***
  
  

  
  

• Initial Complaint

  10/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got my car towed to the dealership and was told they were going to do a diagnostic I over $600.00 I told them what exactly happened when the vehicle stop working they reached out to me and said the problem was a battery and battery terminal. I then was told it was finished and working so I came to pick my vehicle and a mile down the road it does the exact problem I walked back to the dealership and told them it did not get fixed and now they are saying it's my tipm module that will cost 900 dollars I have been waiting for two weeks going on 3 weeks for my vehicle to be running and working. I'm afraid that after this repair my car is going to break down again. Please help I'm so frustrated with how I've been treated and overly charged. The name of the business is Redlands Chrysler dodge and jeep.

  Business response

  11/08/2022

  *** ***** Redlands 
  Jeep 
  11/1/22 
  Regarding: ****** Basulto 
  Vehicle came in as a no start and engine will not crank. Customer had a brand new battery installed and the negative battery cable was cut and damaged. WE advised customer of this and customer took battery to get it exchanged for the correct one, But they would not exchange it so he authorized us to install a factory battery and replace the damaged negative battery cable. Once replace the vehicle started and ran fine. Customer towed back in for engine no start but does crank. It was diagnosed that the fuel pump relay which is part of the fuse box was intermittently not sending power to pump. We corrected the no crank concern on first visit and the vehicle started every time after repairs on first visit. Recommendation is now to replace fuse box to correct the no start condition. 
  Fredrick C Benoit Fixed Operation Director Redlands **** ************ * *** 
  
  
  

  
  

  Customer response

  11/08/2022

   I am rejecting this response because: I took the vehicle from the dealership after them saying the part would be there in a week the day came and they did not have the part then again they sid it would be here in another week but it never came I took to another shop and go it fixed the dealership said it was the fuse box it was not the fuse box that needed repairs and for them to say my battery terminal was cut it wasn't it was secure and working fine after they replaced the battery and terminal same issue happened when I first brought it there and they said that was the problem. I was lied to and milked for money. I took it to another shop and the problem was the ecu and it needed a software update.
  
  
  

  Customer response

  11/21/2022

  Thank here is the copy from other shop that found the solution in a day

  Business response

  11/29/2022

   
  
  ******

  This response is to address Mr. ******* rejection letter. As stated previously the vehicle came in with a disconnected cut battery cable that had to be addressed first because this would cause a no start and no crank concern, we also had to replace the battery that was tested and failed. Once that was authorized and performed the vehicle started as design with no concerns of engine cranks and does not start on initial repair of repair order *******. When vehicle returned on repair order ******* technician verified the engine is cranking but did not start and for this reason, we did find no fuel pressure and as stated on repair order there was no fuel pressure and it was diagnosed that the relay that is part of the fuse box or also called total integrated power module failed and the module would have to be replace. We are willing to work with Mr. ******* to come up with a discounted resolution, but we feel the Dealership did all it could address his concerns. 
  ******** * ****** Fixed Operation Director Redlands CJDR ###-###-#### 
  *** ** ******** ****** ********* ** ***** • ###-###-#### • FAX ###-###-#### CHRYSLER • DODGE • JEEP 
  

  
  

• Initial Complaint

  07/28/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I went in to Redlands Dodge to custom order a new 2022 Dodge Ram on 4/30/2022. My husband added everything he wanted on the truck and we were given a final price before tax/license/registration. We were satisfied with the price, signed the paper with the agreed purchase price, and waited 2 months for our truck to be delivered. In the meantime, we sold our current truck to prepare for the new arrival of our custom ordered truck from Dodge Ram. We received a call on 7/27/2022 that our truck was delivered and ready for pick up. The sales manager came over so we can sign the papers for the price of the truck and they marked it up almost 20k more than what we agreed on. After going back and forth, they only offered us $1,500 off, which we declined. We were told that MSRP was $85,860 and we would receive the Friends and Family discount since we were referred to this location by our neighbor who is an employee. The discount would deduct $6,000 and our price would be $79,832. We were also told that if the price dropped before we received the truck, then we would get it for that price. Apparently the manager that agreed to give us that price is no longer working there, so Dodge cannot honor that price since he quit. Mind you, this is the ONLY truck on their lot at the moment so I know they are hoping we pass on the truck so they can sell it on their lot for a huge markup price. I am disgusted that they are allowed to do this! How is this legal? I just want the truck that I custom made, along with the agreed signed purchase price! My credit was ran by this company, putting a hard inquiry on mine and my husbands credit for no reason and we still do not come home with our truck we ordered.

• Initial Complaint

  04/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  This Merchant allowed a unathorized charge on my debit card for $7573.09. After waiting 30 days for my bank to investigate I and be told the charge was authorized I then went to the merchant directly to see what proof they had I made this charge only to be told they couldnt tell me much because it wasnt my account and the money had been refunded. Now almost two months money and going in circles between my bank and this merchant I was told they dont have my money their merchant sevices does. They filed a police report for the obvious fraud but still have not refunded me. I understand there are two victums in this situation but mean while Im about to losed my cars my house. Just in late fees alone Im looking at a additional $600 in fines and fees not to mention my credit score dropping 25 points

*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. ↩