ComplaintsforSanta Monica Chrysler Jeep Dodge Ram

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my ******* Pacifica 2017 on 12/16 to the dealership for maintenance.Ive stated I want a maintenance workup (had specific coupon) and stated that we got the oil change notice on the dashboard. *** also described 2 problems to investigate concerning the folding of the single 3rd raw seat and the rooftop DVD player.During the next couple of days *** tried 3 times to contact the dealership for an update with no luck. I got a response on the 12/28 after demanding the manager to get involved. He didn't mention the 9 days that passed (at least 6 working days) with no update from their end. He stated that they cannot repair the seat and DVD player and offered to replace them for thousands of dollars without explaining what the problem was or if they tried to fix the problems. He also stated the brakes (part of the maintenance check) and rotors are not safe anymore and suggested replacing them for $2500. We had a trip planned and needed the car so we agreed. After reviewing cost assessments for similar repair in other dealerships offering half the cost we called the dealership an hour later to ask them not to go forward with the work as this cost makes no sense. The manager told us it's too late and that it has been replaced already and he cant undo the work.On pick-up (12/29) I was surprised to see a pricy charge for 4 hours of work when in fact (because we talked before and after) it took 1.5 hours *** of work based on the calls the previous day. It is clear the car was attended only that Thursday (12/28) after sitting in the dealership more than a week and the cost isn't proportional.I believe a fair cost for the work is justified (2266 is too much), that reflects the actual time of work that was put into the car and takes also into consideration the time the car was not in our use. Finally, they didn't even complete the maintenance (the principle reason for getting there) as necessary they didnt change the oil and the notice is still there today.

  Business response

  01/25/2024

  We made repairs on the vehicle as in Brakes and rotors they cost money we can not do work then not collect money for the work performed, we pay the mechanic and other staff client agreed and to do the work paid the ticket with a credit card no one works for free 

  Best Regards 

   

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

  Best 

   

  Customer response

  02/06/2024

   
  Complaint: 21106556
  
  I am rejecting this response because:

  The business didn't reply to the claims brought in my letter.

  I don't claim they didn't do what they did, I claim the took money for 4 hours when in fact it took an hour and a half *** and because they didn't completed maintenance as requested on admission (stated on admission) my car suffered damages as they didn't identify oil associated problems (when the dashboard notice was on on admission).

  Would like answers to be to the points raised please.

  
  Sincerely,
  
  Hagai Ligumsky

  Business response

  02/15/2024

  Client authorized repair we did the work that was authorized.

  Confused on this one, once again we have a cost of doing business that client agreed to.

   

  Best,

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

  Customer response

  02/22/2024

   
  Complaint: 21106556
  
  I am rejecting this response because:

   

  Again the business is not answering to the points raised::

  1. Why did they charge for 4 hours of labor when in fact it took only less than 1.5 hours??

  2. Why they didn't check oil/filters/ message on dashboard (as their maintenance list says and also written on the car admission)?

  Their improper maintenance service (not checking oil and filters - basic!!!) caused damage to my car - to keep driving in that state, endangering the engine!  and led to a much more expensive repair due to their negligence in taking care of basic maintenance issues like oil system check (as I mentioned on admission the the consoler).

   

  Putting a bandage on a small cut when overlooking a bleeding hole in the body is at least a bad service!!

  
  Sincerely,
  
  Hagai Ligumsky

  Business response

  06/28/2024

  We have clearly explained our position on this product was installed labor was charged 

   

  Thank you 

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Transmission on our Jeep Grand Cherokee failed at ****** miles and under warranty. Since the car was undrivable, we delivered the car to the closest dealership, Jeep Santa Monica on November 1, 2023. There was no action taken on the repairs between Jeep and Jeep Corporate for over 60 days. We have requested a repurchase under the Lemon Laws; however, we are not getting assistance from Jeep Santa Monica or Jeep Corporate on the matter and we are being told we have to take the car off their lot or they will charge us $185 per day. The lack of response on this matter is unacceptable. We have now been without a car for 64 days.

  Business response

  01/25/2024

  We can not find any information on this client, please provide any information such as complete vin number of vehicle to assist further 

  Best Regards

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

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I needed to replace the passenger side, rear tire on my 2020 Jeep Grand Cherokee. On Monday 04/24/23 I ordered a new tire from Santa Monica Chrysler Jeep Dodge Ram. The new tire, which cost $385.62, was due to arrive the next day. On Tuesday 04/25/23 I returned to the dealership for recommended services and have the new tire installed. The total cost of the services performed was $937.12. When I received my vehicle I noticed a scrape/dent near the edge of the rim that had the tire replaced. I immediately brought this up to Service Advisor *************************** who had been handling the service. ********* referred the issue to Service Manager *********************. I showed ****** the damage and told him the rim was not damaged when I brought the vehicle in. ****** took a picture of the rim and went back into the service area. He returned and offered no resolution, stating there wasnt anything green back there. The scrape/dent has a greenish **** on it.Before leaving the dealership I called Chrysler Corporate to file a complaint and they opened up Case number ********. Case manager ******, phone number ************ and extension *******, handled the case. ****** reached out to ****** for a resolution but ****** stood his ground and didnt offer to help. ****** then escalated the case higher up his chain of command. On Friday, June 9, 2023 ****** called and stated since each dealership is individually owned, Chrysler Corporate couldnt go any further with the case. He referred me back to *********************. ****** has shown he doesnt want to do the right thing and repair/replace the damaged rim.I have pictures of the rim not damaged. On Thursday 04/20/23 I replaced the flat tire with the spare. I showed these pictures to ****** after calling Corporate on 04/25/23. He took a photo of the picture on my cell with his cell. He stated, Follow up with Corporate and see if we can come to a resolution. Please see all attached photos and receipts. Thank you.

  Business response

  06/28/2023

  Client bought new tire we installed it, vehicle inspected car said there was a green scuff on it. Rim had green scuff when it came in according to *********;

   

   

   

  Customer response

  07/06/2023

   
  Complaint: 20177350
  
  I am rejecting this response because:

  Rim had no damage when I brought it in for service. I submitted a before picture five days (4/20/23) before when replacing the flat tire with the spare with no damage (green scuff). At no point when I dropped off my car or when I picked it up did anyone notify me an inspection was performed and damage was observed. When I brought the damage to their attention, they did not tell me they had noticed the damage when vehicle was dropped off. Who is ****?
  
  Sincerely,
  
  *****************************

  Business response

  07/13/2023

  It appears after speaking with *************** the rim was not damaged here.

  We would gladly repair the rim however at no cost as a courtesy 

  Customer response

  08/04/2023

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

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a "certified pre owned" vehicle from them on 12/16/22. As I drove out the lot, I noticed the alignment of the vehicle was completely off and the car was making very loud noises underneath. Additionally the battery was dead and a piece of the dash was broken. They told me when they sold me the vehicle that it underwent a 160 pt inspection, so I thought I was buying something safe for my kids to be driven around in. It turns out the vehicle suspension was completely damaged and had to be replaced. The axle was cracked! How did this car go through an inspection? That's nonsense. The car ended up being in the shop for 21 days right after I bought what I believed was a safe car in working condition. I paid for a vehicle that was inspected and safe. However, that's not what I got. There needs to be some responsibility on their part. They cant sell vehicles like this to people and get away with it. Imagine if something happened to me and my children when I was driving the car. I paid a premium for this car because I thought I was buying something from a reputable company and they assured me it was inspected so that I can have peace of mind for buying a vehicle that was pre-owned. Thats not what I got. Based on reviews I am seeing online, I am guessing this is a very common occurence for this company. Dont know why BBB is giving them a good grade.

  Business response

  01/27/2023

  ******** took delivery of this vehicle must have hit something claimed it was like that when he bought it, so we gave him the benefit of the doubt and repaired at no cost.

• Initial Complaint

  10/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Service department did not properly fix my vehicle. Service manager refuses to return calls or make any effort to resolve my situation. Date of occurence: 09/28/2022. Amount paid: $662.50

  Business response

  01/27/2023

  Business Response /* (1000, 5, 2022/12/12) */ The original diagnostic was for a transmission Line 1 see repair order Work was performed remotes need batteries Tire pressure was set to 36 psi Consumer Response /* (3000, 7, 2022/12/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response from this business continues to be "inaccurate." The car was brought in for a transmission issue which (I was told) was caused due to an electrical issue/computer related part that was causing the car to not shift properly automatically. I was advised that this was also causing my key fobs to not function properly. I had already changed the batteries in both key fobs and they still didn't function properly. It is a shame that car dealers think that just because they have a print-out of the work requested means they completed the work properly. They told me the only thing I needed was a software update. $660 dollars later, the car's transmission problem seems to be solved but the key fobs still don't operate properly, the dealer DID NOT check or inflate my tires properly (even though they claim they did) and my dashboard display continues to show messages in foreign languages. They have not tried to reevaluate or complete the job. They have not returned a single phone call although I've left messages to try to get this matter resolved. If you check the Yelp reviews regarding this dealership, you will see how many negative reviews and complaints have been submitted against this dealership. Certainly, there is some validity to the sheer number of negative reviews this dealership generates. I want my car fixed "completely," not partially. The dealership should fix my fobs and my dashboard messages should not automatically display German language everytime I start the vehicle. And, the dealership should stop making untrue claims that they have properly completed the services customers have paid for. If they did a complete job, do they feel customers would want to return the car tto them the very next day? Customers are satisfied when the job is done properly. Business Response /* (4000, 9, 2022/12/26) */ We have done the work requested The selling dealer or owner's manual should assist with his concerns as we are not interested in dealing with him, I have had many complaints from our staff, and they feel uncomfortable in his presence. We will not schedule him for another visit Good day Consumer Response /* (4200, 11, 2023/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Whoever posted this last response about my behavior is a complete and utter LIAR! I have NEVER even talked to anyone from this dealer since the day I picked up my car and even then, I didn't speak with anyone other than the cashier and we did not have any exchange other than the normal process of having my car released to me. There were NO UNPLEASANT WORDS exchanged with anyone - and there never has been. I didn't even know that there was anything wrong with my car until the I got in it and they were closing so there was no one to talk to so I called in the next day to discuss my concerns and have NEVER had any communication back from them since that time. The audacity of these folks to even insinuate that they could be uncomfortable in my presence is preposterous because I've never been in anyone's presence there so that this matter can even be resloved! They won't even return my calls for assistance and they are obviously trying to cover their HIGHLY SHADY practices by stating that I am the "trouble-maker." Just look at all their NEGATIVE YELP reviews with the same complaint I have! Customers merely want their vehicles properly serviced, they don't want to waste time going back-and-forth, filing complaints and disputes. Do you think customers would complain if they fixed the cars like they're supposed to? Their repair orders are doctored. It states certain things that are "standard practice" to say that they checked when in fact, they did not truly check these items. Incredibly disingenuous and I am now going to be forced to take further steps. SHAME ON THESE SHAMMERS!!

• Initial Complaint

  07/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my 2020 Dodge Hellcat on August 9, 2020 and purchased and 8 year extended warranty through their finance department (rep). I sold my car to Hilltop Dodge in Richmond California on April 15, 2022. I immediately contacted ********* who is the accounting manager for Santa Monica Dodge and requested my pro rated refund on the extended warranty that I purchased. I was told that in would take approx 60 days but have yet to receive any refund. I have tried to call ********* for several days now without any response and was calling every two weeks to the dealership after a month of waiting. I am entitled to receive my pro rated refund back and it appears that they are trying to pull a fast one in hopes that I've forgotten about it. I need the assistance of the BBB so that this dealership is held accountable. I need that refund asap.

  Business response

  08/05/2022

  Business Response /* (1000, 5, 2022/07/08) */ We will need the odometer statement to do the cancelation, or the purchasing dealer has it. Miles is the determining factor in this case Please send and we will proceed as needed Thank you Consumer Response /* (3000, 7, 2022/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) That's not a true statement at all, as I've provided both the final odometer mileage reading and the paperwork from ******* ***** Hilltop dodge to ********* in your accounting department! Let's stop playing games and have my pro rated check for that extended warranty I purchased, send to my home residence which I've already provided asap!. Santa Monica Dodge needs to stop being deceitful in this process and take care of business! Business Response /* (4000, 9, 2022/07/15) */ cancelation DOCUMENTS Best Regards

• Initial Complaint

  05/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was to be refunded for *** I had originally purchased, but cancelled it within the first 30 days of the purchase of the vehicle. The check went to the dealership, but never was sent to Chrysler ************** that I have the vehicle loan with. I contacted ***, they sent the check to the dealership. The dealership never sent that check amount of $****** to Chrysler ******* to be credited to my account. I have spoke and emailed **************** about the situation. In the email she stated she would send the check over, but when I called Chrysler *******, they are stating they have yet to receive anything. I have reached out to ****************, in accounting and she will not return my calls or emails. This issues has been within the last month. I just want my money to be credit to my vehicle.

  Business response

  06/23/2022

  Business Response /* (1000, 8, 2022/05/30) */ *** Insurance will be deducted from loan amount Will be sent to the Bank Thank you

• Initial Complaint

  04/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When the lease on my Jeep expired the Chrysler website told me to go to the dealership to buy the leased vehicle. I told the salesman ***** ******** up front that I wasn't interested in buying a warranty or any upsell items. I just wanted to buy the Jeep I had been leasing. I simply wanted to execute a loan from Chrysler's financing company Road Loans. I was clear about that. ***** ******** told me the financing companies require that I purchase a warranty and it would cost me $****. I asked him if he was sure and numerous times he told me I was required to buy a warranty. The finance manager told me the same thing twice. They insisted I MUST buy the loan in order to get financed and it was MANDATORY otherwise they would not give me the loan. After many hours waiting around in the dealership, I was taken upstairs to sign the contract. There was one contract with a page that was about 3 feet long. I was told just to sign in the appropriate places. The next day when I actually had the time to read the contract I saw in larger type "THE PURCHASE OF A WARRANTY IS NOT REQUIRED TO FINANCE YOUR VEHICLE". This language was obviously included because it must be so prevalent that car salesmen frequently lie to customers saying the purchase of a warranty is required. I called the lying salesman ***** ******** to discuss. He's a DIE WITH THE LIE sleazebag and denied lying to me. He said, "no, I said it's our policy to sell our customer warranties before financing" and "if we didn't sell you a warranty the loan rate would have been higher". Both total lies. He's such a liar that he continued lying about lying. They were able to reverse the transaction but they kept the paperwork. OH, also ***** ******** denied that he would get a commission for selling me a worthless $**** warranty. That is straight up comedy. Ridiculous. The point here is they had me marked for a sucker and they are lying criminal predators. He was a total phoney pretending to be the nice guy salesman. Loser.

  Business response

  05/25/2022

  Business Response /* (1000, 5, 2022/04/20) */ Warranties are not mandatory ever Cancel the warranty in full due to the confusion at any time would be the best approach if it was not requested Best Regards, Consumer Response /* (3000, 7, 2022/04/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their response is ********. There's no confusion. They lie to customers and force customers to buy $**** warranties falsely claiming it is required to get financed. The only satisfactory response would be for the dealership to apologize for lying, fire their employees that are committing this fraud, discontinue selling warranties fraudulently and refund every customer who they have victimized. This guy lied to me 4 times looking me in my eye. Even after I said, are you sure? That doesn't sound right. ****************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************

• Initial Complaint

  03/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  November 2021 - reach out to Santa Monica Jeep to replace the radio in my Wrangler. Service rep ***** said the part would be arrive in two weeks and I would be called to set an appointment for repairs. The call never came. I followed up and never received a call back. March 2022 - I go to Jeep and ask where the radio is. ***** tells me the part never arrived. I go speak with the parts department, they inform me the part arrived, the service team never called to schedule an appointment and it was sent back. ***** denies this and offers to help reorder the part. I receive a call about a week later from ***** that my part has arrived and set an appointment later that week to have it installed. I show up and he tells me there has been a miscommunication and the part is not here. I will have to come back once it is in. Keep in mind I took off work to come in to this dealership. I now start a case with Jeep due to the continued lack of service from this dealer. The radio arrives, ***** calls to schedule an appointment and I ask to speak to the service manager ****, also a worthless employee. I let them know about the experience I've had and the difficulties encountered on what should be a routine repair and he does not offer to do anything to correct this poor performance. In fact, after he catches word that I have opened a case with Jeep he is now refusing to do any repairs on my vehicle. My case manager ****** is equally disappointing. Not returning calls, and refusing to escalate this for further investigation. The goal here is to raise awareness around not only a dealership that has failed to do the most basic of service, but now the jeep support team (in place to serve the customer and act as a checks and balances system for dealers) that has further failed me. I've been left no choice but to reach out to the internet in hopes that I catch the attention of someone at Jeep that does their job. My case number is ********. Sincerely, ****

  Business response

  05/24/2022

  Business Response /* (1000, 5, 2022/04/20) */ Mr ******* May not return to our place of business as he has made threats towards staff he lacks decorum and has made from what I understand BOMB THREATS We rubuke this person in all aspects Best Regards, Consumer Response /* (3000, 7, 2022/05/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Santa Monica Jeep is taking no ownership for denying service. The root cause of this issue is their fault. Several times they failed to order the part and/or notify me once it was delivered to schedule service. It was only after they had messed up several times I reached out to ********** who had done next to nothing to solve this. Once SM jeep knew I had opened a case that is when **** and ***** refused service. This place should be shut down. It sounds like I will just need to take to social media to let the Jeep community know the truth.

• Initial Complaint

  01/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Jun 26 got a 2012 Ford Escape sold to me as "in great condition" low mileage used car. ****** reports no accidents/major problems. Per salesman any parts that were under 50% have been replaced. Sep 20 took car back bec of brakes. They fix it but made me pay for rotor accusing me of waiting too long. I 1st heard the noise only on 9/16, i remember bec its my moms bday. Oct 4 smokes came out of the hood. This time it was the calipers which they replaced. Nov 23 took car for maintenance. Rep at office was very disrespectful. Gave me the ********** ur doing here! His demeanor was upsetting plus the fact that 2 repairs already done within 4 months. At 1st denying service but aftr I insisted I have warranty found it only with the help of another rep. Again gave me attitude saying " its only oil/filtr change & tire rotation" why are u even here. To a point I said if it saves me $80 why not. Dec 23 sent my car back bec smokes again coming from the hood. They said brakes booster and master cylinder needs replacement BUT I have to pay. Took car back and today found a mechanic who can fix it for a FOURTH of what they will charge. *When I signed for the warranty in June, I was made to believe it covers the entire product. Now im told it was only for maintenance. This is my 1st time buying a car after 18 yrs. They have a copy of the invoice. The auto shop I found can take my car in tomorrow for repairs so I have no invoice yet.

  Business response

  03/23/2022

  Business Response /* (1000, 11, 2022/02/11) */ Pre-owned cars are sold as is with the offer to purchase an extended service contract and optional goods and services Covered items are clearly listed on documents, we always go by what is listed on the retail installment contract refer to the contract and we will adhere to what is listed Consumer Response /* (3000, 13, 2022/02/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Chrysler never addressed the main issue from the very beginning. They kept maintaining the same attitude "it's your fault you bought a pre-owned car". Again sounding like a high school bully. Capitalism at its finest over their customers' safety. Business Response /* (4000, 15, 2022/03/04) */ We are not in High School, and no one is a Bully Our position has been stated Best Regards,

*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. ↩