ComplaintsforMoss Bros Chrysler Dodge Jeep Ram San Bernardino

• Initial Complaint

  06/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am writing to file a claim regarding significant issues with a vehicle purchased from Moss **** in *********. The vehicle, a 2017 Dodge Journey SXT 3.6L Flex, has experienced multiple mechanical failures and defects since its purchase in [year of purchase].1. Initial Issues: Shortly after purchasing the vehicle for $15,000 and trading in my 2005 Jeep Liberty with an additional down payment of $2,000, I encountered immediate problems. These included a cracked windshield costing $756, tire replacements totaling $2,100 after four months, and an AC compressor failure necessitating a $2,500 repair within the first month.2. Additional Costs: Despite trading in my Jeep and providing a down payment, Moss **** charged an additional $2,000 without prior agreement.3. Subsequent Mechanical Failures: Over time, the vehicle required further significant repairs, including new mounts, brakes, a second windshield replacement, sparks and coils, a thermostat replacement, and more, totaling $1,895. Most recently, the transmission and torque converter failed at ******* miles, resulting in a $5,600 repair expense.4. Structural Issues: Additionally, the front bumper detached due to inadequate securing hooks.5. Additional cost of 92$ for a battery they did not take out and another cost of $256 on diagnostics I did not receive.Throughout this ordeal, I was informed that there was no warranty on the vehicle beyond the lot, a fact not disclosed to me at the time of purchase. Despite expressing my desire to return the vehicle due to these ongoing issues and unexpected expenses, I was informed that returning the vehicle was not an option.I do have enclosed copies of all pertinent documentation, including purchase agreements, repair receipts, and communications with Moss Bros. I am seeking a resolution that compensates me for these unforeseen expenses and addresses the ongoing mechanical issues.

  Business response

  07/03/2024

  Dear BBB,
  
  ************************* owes us $1100. When the customer pays the $1100 we would be more than happy to discuss her issues. If she has anymore concerns she can contact me the General Manager ********************* at **************** Extension 1122

• Initial Complaint

  05/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  April 1 2024, dropped off the vehicle for loud engine noise 2 weeks later service department notified me that the engine needed to be replaced the engine was replace and then two weeks later the engine started malfunctioned and oil spilled through out the engine, engine was replaced again a week later. Drove the car for a day and the same noise continued returned car back on May 6th they dont know what is now wrong with the car and I have paid 2k in car rentals. They said they would reach out to ******* for advice but have not heard back i would like to get my vehicle back and the warranty check for it so i can take it to an different repair shop

  Business response

  05/15/2024

  I apologize for the inconvenience caused by your vehicle's mechanical issues. Please know that we are working diligently to resolve the matter as quickly as possible. Unfortunately, there is no way for us to know an engine was faulty. Furthermore, I would like to invite you down to the store to resolve this. If there's anything else we can assist you with, please let us know. Thank you.
   
  ******************************
  General Manager
  Moss Bros.
  Chrysler Dodge Jeep Ram
  Phone ************** Ext. 2122
  Fax **************
  www.MossBrosCJDRSanBernardino.com
  
  
  

  Customer response

  05/15/2024

   I am rejecting this response because:
  
  I was not able to find a way to update you on my complaint through your site.  This is a quick update on my complaint
  
   
  
  The General Manager *************************** called me on 5/9/24 around 3:05PM.  He asked  to come in to the dealer,  he is willing to make things right and resolve the issue.  I arrived to the dealer at 4:15pm, was greeted by the floor manager *****, then turned over to ****, then turned over to another sales man, then turned over to another sales man.  **** (general manager) never spoke to me.  I spent 3 hours there getting the run around.  The positive is that they provided a loan car so that my rental bill stops increasing. 
  
   
  
  I returned 5/10/24 as directed by them.  I was greeted by **** (general manager) and we spoke in his office.  He stated he wasnt aware of the situation until he received the Better Business Bureau messaged him.  He wanted to take care of us.  He offered to pay off my loan and get me into a better car with lower miles and reliable.  He also mentioned he would not be selling my car to anyone because Moss does not sell cars that break down.  I asked if I could get my car back and the warranty check that is in my name so that I can take my car to get repaired.  He stated that they have spent that money trying to repair my car.  He asked me to take the lender car over the weekend and on Monday 5/13/24 someone from the dealer would call me to see our options.  I did not get a call Monday.  I had to text ***** (floor manager) on Tuesday 5/14/24 to get an update but no response.  Its Wednesday 5/15/24 and I havent received a call or text. 
  

• Initial Complaint

  02/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 2/1/24 , I inquired on a vehicle for sale on the Moss **** website. It was clearly available and sales manager contacted me. I proceeded to ask if the vehicle was available through text messages, emails and a call. I inquired on the price the mileage year and condition. The manager states it's a great deal and you should come purchase the car as there is a high demand. Understandably, I proceeded to inquire on the CarFax and received a copy via text. I made the appointment at *********** all the way trusting his word. The gentleman was not available and another gentleman states that the car is not even in the inventory. I clearly showed him the ad on the website as well and gave him the unit number and vin # . He proceeded to show me other vehicles. Clearly this is a gimmick and tactic to bring customers to the dealership without showing the intended car that the customer is coming to look at. Utterly disgusting and unacceptable for a business that has been around for 100 years. I came home thinking how many others are victims to this bait and switch tactic.

  Business response

  02/07/2024

  
  Mr. *****, thank you for taking the time to address this with us. I'm sorry to hear the vehicle you inquired on was no longer avalable, we apologize for any inconvenience you have experenced.  I would like to invite you back to see if we can secure a vehicle that meets your needs. Thank you. *********;************ General Manager
  
  
  

• Initial Complaint

  11/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My vehicle (2018 CHARGER SXT) was there for service for a specific suspension issue. The advisor added radio replacement , new tires, fuel throttle service, and suspension issues. I was told that the estimate he submitted was gonna be different once MOPAR warranty coverage was deducted and I would only pay my deductible and a few dollars more. The advisor did not contact me after he took the car in and my vehicle was kept for a week without notification. I had to text the advisor to get update because no one else knew what I was talking about. The advisor had me text him on his phone because I would have issues getting info from the staff . When I picked it up i was told to ask for another advisor to get car back. I was asked to pay $1900 to get car. The same amount of estimate I had to pay , and I also was asked to get financed through ****** for the same amount of $1900 . So I paid **** out of pocket but I still had to pay the $1900 to ****** . MOPAR warranty paid the dealer $2000 for the parts and labor that they submitted 3 days later after my car was not in their shop. I asked advisor about the overpayment or mistake on the charges and he said he could not do nothing because I had to complain the same day I got the car back . I contacted the management but never got no response or call back. ****** later the service Mgr called to ask what I wanted and he was very rude and he confirmed the payments and all that but asked me to go in person and then he said he could not go back into paperwork once it was filed . He was rude and unprofessional to me. The service was not put in the system so my tire warranty couldnt be verified and had to pay out of pocket for the replacement of all tires. The service wasnt done correctly because the motor mount was still leaking and cracked days later and I had to get it repaired at a different shop by Mopar approval in Nov 2022, And until this day I havent got no resolution to this. The dealer got paid three times the.amount from ******, Mopar and myself. So I am seeking refund on what I paid to ****** and dealer , out of my pocket . I payed over $3800 + in total

  Business response

  11/14/2023

  Dear BBB,
  
  
  I have reviewed repair order with customer, and charges are correct. I've discussed with Mr. *************************** and he is satisfied chargers are correct.
  
  
  
  *******************************
  General Manager
  Moss Bros. San Bernardino (Chrysler Dodge Jeep Ram)
  1-(909)-(884-8255) Ext:2122 

  Customer response

  11/15/2023

   *******. Can you please call me.  
  

• Initial Complaint

  10/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is my beautiful jeep Rubicon after its been in your dealer ship your mechanic took for test drive after working on it all day sept 5 They promised they would take care of me but treated me like a joke I was treated so badly by your crew Just letting you know

  Customer response

  10/04/2023

  I have no documentation cause everything was burned in jeep they promised they take care of me but they didnt they wanted to do a lease for a car for me  or get me into a less valued car than mine and charge me more can explain more if someone calls me 

  they left me without a car when they promised they would do everything to make it right 

  I had to call their insurance for rental while I was left out of the dealership since I thought they where for doing this

  I have some text between me and general manager ****** who tried to have me sign a contract with them so when I get insurance money for the burned jeep I will pass it to them

  Business response

  10/10/2023

  .Dear BBB,
  
  
  **************************** had her vehicle in our service department on September 5,2023. Unfortunately her vehicle caught on fire on a test drive with ************. We put her in a loaner vehicle until our insurance company settle with her. We took care of her all the way through. We could not come to a agreement on a vehicle we do apologize. 
  
  
  *******************************
  General Manager
  Moss Bros. San Bernardino (Chrysler Dodge Jeep Ram)
  1-(909)-(884-8255) Ext:2122

  Customer response

  10/11/2023

   I am rejecting this response because: because of the way I was treated horribly

  so disrespectful because I am a woman and was taken as stupid 

   They promised they would take care of me till insurance gave settlement 

  ****** said to me and my sister that the dealership would put me in a new jeep same as mine 

  lies upon lies and almost conning me to sign a contract under pressure that could have put me in complications 

   ****** tried to make me sign a lease than he tried to have me sign a contract on a car with down payment for more than it was worth on the market promising my insurance ck that by the way I havent got paid yet this has been such a long process 

  This has been such a hardship 
  

  
  

  Customer response

  10/11/2023

  Apologize help with a car till I can buy one when I get paid from insurance l cant take my dying dog to vet or put in a rental they dont permit dogs or move my belongings my house is being sold at least some help they put me out n a bind 

  Business response

  10/24/2023

  Dear BBB,
  Unfortunately it is no longer in our hands. The situation has been turned over to the insurance company. If we can help ***************** purchase a vehicle we would be more than happy to. 
  
  *******************************
  General Manager
  Moss Bros. San Bernardino (Chrysler Dodge Jeep Ram)
  1-(909)-(884-8255) Ext:2122
  
  

  Customer response

  10/24/2023

   I am rejecting this response because: there insurance only covered for car and not for my personal items in car they said dealership is responsible 
  
  
  

  Business response

  10/27/2023

  
  Dear BBB,
  
  
  ***************************** vehicle was not in a collision. Vehicle had minor repairs that we are fixing now.  We provided him with Carfax that also confirms.
  
  
  *******************************
  General Manager
  Moss Bros. San Bernardino (Chrysler Dodge Jeep Ram)
  1-(909)-(884-8255) Ext:2122

  Customer response

  10/27/2023

   I am rejecting this response because: my Jeep was brought to service it burned down to the ground in their hands and they refuse to pay for my personal belongings wow

  I Want them to pay for my personal belongings in car 

  all my yoga equipment my jacket glasses dog pillow etc 

  they are responsible for that as their insurance stated

  
  

  Business response

  10/30/2023

  This was an accident and that is why we have insurance. We have tried to assist her every way we could, but to no avail as I have stated earlier this has been turned over to our insurance company and she will need to settle with them again we apologize for any inconvenience but accidents do happen

• Initial Complaint

  09/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a used ****-mile vehicle that had been in an accident and painted over, but I was not told about it then. Or, given the car fax at the time of purchase, the paint is starting to peel off a terrible paint job.

  Business response

  09/27/2023

  Dear BBB,
  After inspecting  ***************************** vehicle with him we are going to repair paint peeling on liftgate, rear bumper paint cracking needs replace. Replace rear gate scuff plate damage. Prep and finish liftgate and rear bumper cover. After evaluating all these repairs he is now very happy they are getting done.
  
  

  Customer response

  09/28/2023

   I am rejecting this response because:
  
  This car has been in an accident that wasn't disclosed to me. I want to replace the vehicle with another that has not been in an accident or a refund.

  Business response

  10/04/2023

  Dear BBB,
  We have ***************************** coming in Friday 10/06/2023 to give him a (Carfax vehicle history report) stating no accident reporting to Carfax. Also going over vehicle with our body shop to show him same proof.
  
  

  Customer response

  10/10/2023

   I am rejecting this response because:
  
  If you have to replace the bumper and replace the tailgate, that means the vehicle has been in a collision that was not reported in the car fax report.
  .
  I have picked up three loner cars from you guys.  I live an hour away and have visited 4 to 5 times for this issue.  

  Business response

  10/27/2023

  
  Dear BBB,
  
  
  ***************************** vehicle was not in a collision. Vehicle had minor repairs that we are fixing now.  We provided him with Carfax that also confirms.
  
  
  *******************************
  General Manager
  Moss Bros. San Bernardino (Chrysler Dodge Jeep Ram)
  1-(909)-(884-****) Ext:2122

  Customer response

  10/30/2023

   I am rejecting this response because:It is more than a minor repair. The vehicle has been in the Moss collision department for over a month. We have been inconvenienced with the loner car since. The collision department is replacing the bumper and tailgate. We can't get any information on the vehicle's completion. My Wife and I do not feel we will be safe if you have to replace large parts. We do not trust that vehicle anymore.
  
  

  Business response

  11/08/2023

  Dear BBB,
  
  
  
   ***************************** bought a used vehicle that was not in a collision it had some minor repairs that we are fixing now. The Carfax is clean and we have supported these documents. This vehicle  is safe and will be return this Friday.
  
  
  *******************************
  General Manager
  Moss Bros. San Bernardino (Chrysler Dodge Jeep Ram)
  1-(909)-(884-8255) Ext:2122

  Customer response

  11/14/2023

   I am rejecting this response because: we were told we are getting  are car back but its been Two moths for what they a are calling minor repairs, we still do not have the car back.
  
  
  

  Business response

  11/20/2023

   Dear BBB,
  
  
  We just delivered the vehicle to ***************************** like his request. We wish him and the family the very best. 
  
  
  *******************************
  General Manager
  Moss Bros. San Bernardino (Chrysler Dodge Jeep Ram)
  1-(909)-(884-8255) Ext:2122

• Initial Complaint

  09/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I got quoted on 8/31 by ****** the online sales rep ******** asked him to confirm the vehicle was not lifted. I called again to follow up the same day and emailed never heard back.Then then next day I call and ****** tried to tell me price is higher because you have to pay taxes in ********** and where you buy (which is a lie).Then they told me it was because of dealer add ons and transportation which I didn't need.The manager said he be would call to try and honor the quote.I've yet to heard back even after reaching out to their GM ******************************* I never heard back.These guys apparently are into false advertising and it cost me about 5k since I lost out on another car.False advertising should not be allowed.

  Business response

  09/15/2023

  Dear BBB,
  
  
  Do to ***************************** living out of state we will not be able to deliver out of state. We want to thank him for the opportunity though. 
  
  
  Thank you,
  *******************************
  
  General Manager
  Moss Bros. San Bernardino (Chrysler Dodge Jeep Ram)
  1-(909)-(884-8255) Ext:2122
  
  

  Business response

  09/15/2023

  Dear BBB,
  
  
  Do to ***************************** living out of state we will not be able to deliver out of state. We want to thank him for the opportunity though. 
  
  
  Thank you,
  *******************************
  
  General Manager
  Moss Bros. San Bernardino (Chrysler Dodge Jeep Ram)
  1-(909)-(884-8255) Ext:2122
  
  

  Business response

  09/15/2023

  Dear BBB,
  
  
  Do to ***************************** living out of state we will not be able to deliver out of state. We want to thank him for the opportunity though. 
  
  
  Thank you,
  *******************************
  
  General Manager
  Moss Bros. San Bernardino (Chrysler Dodge Jeep Ram)
  1-(909)-(884-8255) Ext:2122
  
  

  Customer response

  09/21/2023

   I am rejecting this response because:
  
  The business utilities deceptive sales practice.

  I never asked you to deliver I had all that lined up and a fair price of course.

  Bur just likes your sales reps who lie about standard taxation you lie about shipping.

   

  You can't make two wrongs into a right. The whole administrative hierarchy lies, which tells the business ethics is poor.

  Business response

  09/21/2023

  It is obvious he does not understand ************ Franchise Tax laws. We will not sell this vehicle to him as he has requested. Thank you for your assistance.

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  So we're trying to figure out why we have 89 maybe even 10 increase on our credit that could have totally been avoided by just doing some simple footwork and it was not done by either salesperson or sales manager, as well as me missing work not because I volunteered but because I had to on many occasions due to promises that was made on me purchasing a vehicle or being approved on a vehicle and me bringing in my father and almost bringing in my handicapped mom thinking that I was going to drive away with the car and having the credit ran again even after I was told that it was not going to be ran this is really disappointing I'd like to say it's also my fault too for not just you know giving up and saying oh forget it not going to go over there again but like idiot and showed up missed work test drove another car that I was promised to leave in and all just to get my information and to run the credit again when they were told they weren't doing the credit again and to be honest with you I would have given two grand down today but I was promised something different and didn't stick to their end of the deal and someone please tell me how do you get approved for ****** and then they tell you okay you have two weeks and I show up before 2 weeks and yet I can't drive away with the vehicle doesn't make sense to me I will look further into this and my attorney will look further into this as well aside from the salesperson *** total awesome person just misguided by his surroundings never knew that after all the good things that I've heard about moss that they would be categorized as thieves maybe even identity theft or just people that were ruin your life and your credit I don't even give you a chance to fix it and trust me I saw a lot of cars that they had that was for five grand maybe even 10 grand and it's crazy how every time when I got out of the website and went back in to check on those cars they weren't there anyways I will be warning the public about this and I will make sure that the reviews are low and I will do my best to make sure that nobody goes in shops there now unless I see my scores go back up to where they were which was like 550 to 428drop or maybe they could just sell me a bucket for *********************************************************************************** for my days were missed at work and time for coming down there.

  Business response

  07/13/2023

  Dear BBB, 
  We have made multiple attempts to communicate with this consumer. 2 voice mails have been left and an email has been sent, all with no response. 
  At this time we do want to assist this customer with the issue but at this point we will need the customers involvement in order to resolve the issue. 
  Until the consumer is willing to communicate with us we will not be able to do what we intend to do which is resolve the customers issue, and or make 
  them whole again. 
  Thank you ,
  Moss Bros. Management Team 

• Initial Complaint

  05/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  on I noticde the check engine lighgt on and the swaying and pull of my jeep not too long ago Moss had to replace the engine in mhy new Jeep.. Heres the new issue , I was informed to get it in immediately , I work have only this jeep as means of transportation, Mr. ******* stated to myself and boyfriend my warranty was good and in effect, Mr. ******* later said he'd sent an itemized work order, stating id have to purchase their tire or my warranty wouldnt be active, I ask if he could please confirm acouple more days he said he'd look into it, well sadly i was assaulted and nose biten badly, i called and had help rfeturning the vehicle .. Moss had takin the car apart, and charged me 700.00 before they'd return the jeep. 700.00 i said noway had i known . i would have gone through my AAA for a more reasonable rental , i dont understand why after diagnosing .i wasnt given the oportunity to return this over priced rental. I do bdelieve I'm responsible for partial, but under my warranty moss is aswell

  Business response

  06/13/2023

   Dear BBB,
  All billing's have been settled.  All updated paper work have been delivered to Mrs. ****.

   

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

  General Manager

  Customer response

  06/17/2023

                                                                                                                                                                                                                                                                                                                                                                         Thanks to their general manager ****** * ***

  he was very professional , he listened and got to the source, and made my day . I purchaed the vehicle March of 2021 and have more problems than its worth just 5 months later it broke down bellowing black smoke, a new/used engine had to be installed, at this an this had taken over One Month,I was made responsible for the rental meaning my savings were beening deleted again i thought wow they're taking advantage of me. After many phone calls and saved reciept,finally I was given some back., not long after that check ingenine lights were on againand my new/used vehicle was back at moss!!! This is so wrong.Ive had my vehice2 yrs and I put over &6000 down and my payments are $575 monthly . can anyone see where this is exceptable by any law???

  Again thank you BBB and ofcourse ******

  Sincerely Ms.******* ***

• Initial Complaint

  10/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In February 2021, I purchased a New Jeep Cherokee at Anaheim Jeep, Chrysler. July 2022 the paint started to peel. I initially took the car back to Anaheim and they took pictures of the peeling paint. However they never got back to me for repair. I made three calls to them but no resolution. I then took the car to Claremont Jeep Chrysler who sent me to Moss Bros, Chrysler Dodge Jeep Ram of San Bernardino on Aug 17th, 2022, I was ask to take car to San Bernardino since they had an auto body shop and the work would be done faster. Pictures were taken again of the peeling paint and I was told they would get back to me to schedule a date for repair. I did not hear from them for weeks, so on Sept. 9th I called but they were not able to give me any repair dates at that time. Sept 22, I called again and spoke with several people from service to sales but again no one was able to give me any information. Sept. 23, a service rep., Robby, called me and said the car was still under review with Chrysler for repair. I did not hear from anyone again so I attempted to reach someone by phone, text, and chat on Oct. 7, 10, 11, 14, and 17th. All I received back was messages stating "someone" would be contacting me. As of today Oct. 18th I have not heard from anyone.

  Business response

  10/24/2022

  Dear BBB:
  
  I have been in contact with ******* ********-*****. We have scheduled an appointment for her to come in on Monday October 31, 2022.
  If I can be of any further assistance to Ms. *****, please have her call me.
  
  ****** *********
  General Manager
  *************

*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. ↩