ComplaintsforVan Nuys Chrysler Dodge Jeep Ram

• Initial Complaint

  05/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Contacted dealership in regards to a vehicle posted on the website Car Guru. A response was initiated by a sales associate *******, I asked if the vehicle was still available, I shared with her I had been watching the vehicle on the website and Iwas notifiedof a price drop, making the vehicle very appealing . After my inquiry regarding a out the door price she informed me that her manager needed to provide that. After sometime went by I re- contacted her to see the status, she apologized for not having the figures, put me on hold, then came back with an out the door price of $23,650.00, The price listed was $23,500.00. I informed her that I accepted the price and let's move forward as I need to make arrangements to have the vehicle transported from their dealership to my residence in ************. That was the last contact from her. As time went by, I re-contacted the dealership and asked to speak with *******, during the 3 HOUR ORDEAL, I managed to get 2 salesman physically on the phone, they just simply put me through to her voicemail. All the other times I called no one answered physically, they transferred my call to a voicemail. I reached out to the ** ******************* via phone call and email. I eventually received a phone call from a person at the dealership, I explained the horrendous treatment I received from the dealership. He apologized and informed me the vehicle has not been in stock for sometime now, I questioned how the listing on Car Guru had a price drop notification that would be initiated by the dealership, he had no answer. He then said a manager would contact me, nothing has materialized. I asked regarding ******************* the **, he said he was off. This to me is a deliberate action to try a bait and switch. The vehicle has been taken off of the website Car Guru, but it is listed on their dealership website, I uploaded the picture.

  Business response

  05/30/2024

  We apologize, there seems to be a VIN error in the backend of the website. Each time we manually delete, it will pop back up. We sincerely apologize for the stress and inconvenience this has caused you. I will make sure to take care of this right away. 

   

  Thank you!

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new Chrysler Pacifica at ******** Chrysler.I purchased the vehicle outright without any financing.The purchase contract was written as an installment contract showing payments and interest but there was a box checked that said if full payment was made by the next day the price would simply be the agreed sale price which was paid at delivery of the vehicle.I never received title so I was checking the registration to see if perhaps the mailing address was incorrect and I noticed the registration shows a lien holder.Of course there should not be a lien holder as there was no financing and the full price on the contract was paid at delivery.It shows **** of America as lienholder **** of America cannot remove the lien because they dont know why its there and the dealer finance department is non responsive

  Business response

  04/26/2024

  Hello, I am very sorry to hear about this clerical error, we are working to get this corrected right as we speak. I will update you when this has been completed.

   

  Thank you very much

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2021 I purchased a brand new Jeep Wrangler 4xe (1st generation electric/hybrid models) and within months the car was having issues with acceleration and over heating. I brought it in for a check to the *** Nuys dealership and they notified me that parts were bagged up and I wouldnt have a repair for the recalls on the vehicle for some months out due to lack of parts and the excess of customers needing service. I eventually fixed the first round of recalls over the following years having had my car in the shop over 30 consecutive days. Towards the beginning of 2024 my car again started to show signs of disfunction. Upon checking it in I was informed I had a b9A recall on the vehicle which is a huge safety issue since the batteries are spontaneously catching on fire, cars are exploding and was told to not park it near any other vehicle, to not charge it and to basically not drive it. That was told to me in Jan. / Feb. of 2024. Since then I have been in and out of rental cars paying completely out of pocket as well as paying my car note monthly. Months have since passed and Jeep have had poor communication, informed me of a buy back but still havent sent an offer. Also, corporate called me and lied and said my car was fixed so I went to pick it up as a temporary solution from all of the rental cars until the buy back went through. They said I could charge it and it would work as usual but after the first charge the vehicle stopped on me, Wouldnt start for a while and the engine light came back on. They gave me a vehicle back in false pretenses that could have taken my life with the current allegations of the recall. Theres even on a recorded line a worker telling me that the dealerships dont care. Someone needs to check into what the ************ is doing to their customers. They are allowing these death traps on the road and giving us the run around about solutions. Ive paid to date over 26k on the vehicle and want my refund since the car no longer runs!

  Business response

  04/26/2024

  Hello, I am sorry for all the trouble you are having with your vehicle. I do see that you have a case with **** and they are working on a resolution for you. We have no control over **** and how long they take to resolve the case. I have reached out to my area manager and asked for them to update your case. Thank you 

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a sales contract dispute regarding a 2023 Jeep Grand Cherokee purchased.They are not honoring an extended service contract that came with Jeep and was purchased. I went in for my free oil change and the Jeep in ****** said I did not have any service contracts.Which was unusual because they all come with it. He looked it up and someone at Jeep in Valencia had canceled it and he did NOT see the one I purchased either. I want Jeep to honor my contract. I call them and Sales said I have to talk to Finance but they don't answer and when ***** a message they do NOT call back. I called CMV investigation unit and ****** of **** Repair.

  Business response

  12/08/2023

  Hello Sir,

   

  Unfortunately you did not buy the car from ** or ever bring it here for service. Please contact whoever you bought the contract from and they should be able to help

• Initial Complaint

  09/12/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing to address an ongoing issue of nonpayment for an automobile transaction with Fab4 DBA: Russell Westbrook CDJR license# **** that took place on 09/20/2022. Despite surrendering my vehicle and fully performing, payment has not been rendered in the last 342 days, and upon review the contract was not professionally executed and possibly intentionally so. I have attempted to resolve this issue on several occasions with their staff.However, to date they have been mostly elusive and uncooperative and have attempted to impose unnecessarily strict payment terms that were not previously discussed, agreed to and/or defined in the purchase agreement. I am outside the CA for half the year and do not bank in *******, and Fab4's financial institution the **** of **** refuses to cash their check. When I made arrangements last weekend to have another institution cash the check. Fab4's staff refused to verify the check. They refuse to issue smaller checks or cash and have not paid.

  Business response

  09/26/2023

  ****************,

  as we have discussed a multitude of times, we have provided you with 3 checks for the full amount. Each time, there seems to be an issue on your end and we stop payment and reissue you a new check.

  You have also instructed us to wire you the money to a 3rd party.

  you were paid the full amount on a company check back in September of 2022 and did attempt to deposit that check for 11 months. It seems very suspicious to us as a business all that has transpired.

  I advise you to go through the necessary channels to open a bank account in the ************ and deposit that check in the proper manner. This is not an issue on our end, this needs to be rectified on your end. 

   

  Customer response

  10/07/2023

   
  Complaint: 20550885
  
  I am rejecting this response because: it does not address the fact when I attempted to cash the check multiple times via a check cashing business your staff was deceptive and evasive. There was no requirement under the ;law fr me to cash the check in a manner approved by your firm. Your paperwork was intenmtionally not filled out and your staff was informed and still tried to avoid basic accomodations to resolve the matter. The inference that anything was suspicious is racist nonsense and irrelevant. When your firm tried to pull in a DMV agent he was quickly shutdown and refused to admit he was trying to act on your behalf which is illegal. Your staff is unprofessional, evasive, decptive and your baseless accusations are at best racist nonsense. Your firm was required under fedral law to accomodate and each instance of retaliation such as the dmv agent stunt is in fact a crime. Any addditional act to attack, discredit or defame me will result in FTC and *** complaint. I strngly advise your firm to stop your unethical stunts and know when to shut your mouth. 
  
  Sincerely,
  
  ***************

  Business response

  10/30/2023

  He ended up cashing the check and it clearing our bank on 9/7 he has his money and it should be resolved now.

  Customer response

  11/11/2023

   
  Complaint: 20550885
  
  I am rejecting this response because: This issue od unjust enrichment still stands that this business intentionally obstructed my ability to be paid $46K USD for over a year.  I offered to be paid cash, which is completely legal and they refused. I offered to meet them at their bank and they reufsed, I offered to be paid in several smaller checks so I can cash it at their bank who would not cash their client's own check in that amount, given a limit of $1500 and they refused. I then asked them to call their bank to resolve this issue and they refused. I even went to a check cashing place and the number on the check from this business was never answered. They admitted this number just rings in an email so I could not even use a check cashing place. I then had a bank agree to cash it and that bank call their office and their assistant manager ****** refused to even acknowledge the check which was absoletly fraudulent and an embrassment. This dishonest and *************** willfully orchstrated a string of scenarios in which they unjustly enriched themselves by willfully obstructing my ability to gety paid for over a year. They utilized those funds reserved for my payment to do other deals which is illegal. I knw this as theoir employee said I had to wait after getting the last check so it could clearin two weeks. This matter is being reported to the regulattory authorties and  the *** so it is not resolved yet. This is blanat fraud and criminal and their last response was racist BS. 
  
  Sincerely,
  
  ***************

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 25, 2023 I drove almost 2 hours to trade in my 2020 Silverado **** for a 2021 Silverado **** they had in there inventory. When I test drove it I felt the steering wheel pulling to the sides and they said its the alignment and they were going to have it fixed before I took it home so I agreed. When I took it home the next day It was still doing the same thing and was told to bring it back next week. Later that day I found out the whole side of the truck had been in a accident, I took it to a body shop and they confirmed it. The dealer had told me the truck had 0 accidents. After further inspection I also noticed the engine is leaking oil for multiple areas, the brakes don't work , electrical issues from inside the truck, etc etc. When I went back to the dealer the following week I explained everything to the used car manager and told him I want my truck back, the truck you guys sold me isnt safe and I don't want. He rudely told me no, you cant get your truck or money back what we can do is fix it. I told him okay fix it then and if you dont want to help me I will contact the BBB and he responded do what you have to do, I waited 5 hours just so they can only do another alignment. When it was ready he gave me his number and said to call him if the steering wheel is still pulling to the sides and if so , so we can schedule another day to fix the issues. 2 weeks later **** the manager still ***** returned my calls or texts. I tried calling the dealer again and explained my problems and was told the managers already spoke to you. I never got a response from anyone, no one is helping me and now I am stuck with a truck that has alot of issues. Very disappointed with there service. I also have proof to everything I stated.

  Business response

  08/10/2023

  Customer, will be coming in to see if we can get him into another truck and trade him out of the current truck he is in and unsatisfied 

• Initial Complaint

  03/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is related to a previous complaint I filed with the BBB on 1/6/2023 #********. Our Chrysler Pacifica was serviced at the Russell ******************** **************** dealership in January 2023 due to ongoing transmission issues that was covered under our warranty. Initially everything seemed to be fine after the repairs were completed until I took it to our mechanic yesterday 3/16/2023 for an oil change. He informed me that the oil filter housing was damaged and showed me all the oil that had leaked to the bottom of the engine compartment. It was the mechanic's professional opinion that the damage was done the last time the vehicle was serviced which was at Russell ******************** (Advisor ************************* *****). Furthermore, he informed me that it was fortunate that it wasn't hot outside as the engine could have combusted. We feel that the damage was either due to incompetence or intentionally as the service dealership was aware that we were logging a complaint. Either way the service dealership has put the safety of me and my family at risk and possibly done permanent damage to the vehicle. I have logged an official complaint with corporate but haven't received a response from an assigned supervisor as of yet.

  Business response

  03/20/2023

  Hello, 

  The vehice has never had any maintance done here as far as oil and fulter change. It was here on 1/2023 for transmission issues and all we performed a transmission control module software update.

  Thank You 

  Customer response

  03/20/2023

   
  Complaint: 19614989
  
  I am rejecting this response.  Though the vehicle was supposed to be repaired for transmission problems it doesnt mean that damage wasnt done in the process, whether intentionally or otherwise.  No other mechanic had seen the vehicle in 8 months and could have caused the damage. 
  
  Sincerely,
  
  *****************************

  Business response

  04/11/2023

  Hi, oil filter housing may be damaged from the person who last performed the oil and filter change. We did a computer software update where its performed from inside of the vehicle vs the engine compartment where you claim the damage is. We have no reason to access the oil filter area for a software update. Thank you 

  Customer response

  05/03/2023

   
  Complaint: 19614989
  
  I am rejecting this response because of failure to fix a long-standing transmission problem and inadequate compensation. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  03/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a vehicle yesterday. As soon as I got home I realized they included charges that I specifically opted out of before even taking the test drive. It was $1495 for theft patrol. The salesman ***** said it would be taken off. We started negotiating for the vehicle and he did a credit pull. He said my APR was worse than what Chrysler Capital had approved me at. I believe him and assured me the theft patrol was taken off along with any other dealer installed options so we can get the price down. He said a ****** mile warranty was included. We came to an agreement and shook on it. He then abruptly said he had a date and a movie to catch so another salesman would help finish for the finance manager. I didnt speak to anyone else about the deal. About 20 minutes later *****, the finance manager came out and said the paperwork was ready to sign. He was extremely pushy which I felt nothing of at the time because all of the negotiations were finished so I was just signing what I agreed to. I felt like I had a few seconds to read each page I and when I saw the theft patrol charge on there I told him it was agreed to be taken off. He said something about how it probably was worked in the deal by adjusting the price of the vehicle which I later found untrue. He kept throwing paperwork at me and pointing where to sign. He said something about tree sap on the paint and if my kids or pets scratch the seats they will take care of it. He never mentioned it was an additional $1495. There is another Ally DNA dealer option for $995 they added which I know nothing about and never agreed to. Also nitro tire fill for $450. He then said there was no ***** mile warranty and I should purchase an extended service warranty which I did agree to since now that I needed it so another $2828. I have contacted them multiple times. After *****, ***** and ****** the sales manager finger pointing they have all taken the stance that I signed for it, its over. Huge regret. This is 1 day after!

  Business response

  03/13/2023

  The customer brought up his complaints we took a look at the paperwork and made sure he agreed and signed everything. seems like this customer have a change of heart and we agreed to cancel the entire deal and return the car with no extra cost to the customer. 

  Customer response

  03/15/2023

   
  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

  03/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Tuesday 2/28/2023, I started a lease process for a Jeep Wrangler at this dealership. First they tried to quote me for a car that was different than the car I have chosen. Basically swapping cars. Then when I pointed out they switched again. They gave me a lease payment option which I accepted. After they ran my credit then they started their dishonest process again and this time after 2 ours after checking my credit they called and said that you are tier 2 not tier 1 and just some untrue statements and all they were looking to do was to raise the lease payment option. I accepted whenever untrue statement they gave me. Then after 3 hours they call me again after 9:00 PM, after taking my drivers license copy, my insurance and my personal information and credit and denting my credit for running it, they call again and say they need pay stub from me despite the fact that I told them that I am self employed. So how would I have pay stub. These are the kind of unprofessional people working there who try to cheat and deceive people. I told them this is 9:00 PM and you are calling me to say this now when you could have done this 4 hours ago? I found that all they do there is to play games to raise the payments and its all a ploy to get people at the door with running their credit. Never again and I seek an explanation from them and I will contact ********** ******* and will let them know. They lowered my credit score and have damaged my credit rating by unnecessarily running my credit.

  Business response

  03/13/2023

  We take BBB complaints very seriously here, however when someone makes false statements, we have to respond accordingly. 

  First off, this customer switched from a ****** ******** to a 4-door wrangler because the payments were better. Does not do the dealership any favors by switching.

  Second, the payments are worked out on the assumption of tier 1 credit, once we get the actual credit profile to the bank, the bank will tier the payments based on numerous factors. With a credit score below 700, this did not come back as a tier 1 but rather a tier 3, which we then called in a favor and got a tier 2.

  Third, we did ask for proof of income, not because we want it, but because the bank requests it in order to approve the loan.

  Fourth, the customer chose not to purchase the car at that moment because of the above issues. However, they chose to come back to buy a car several days later and complete the process. 

  Therefore, the credit inquires are legitimate and there is no wrong doing on our end. Any changes in payment or items needed came directly from the lender.

  We can also show proof that this customer did not qualify for top tier credit.

• Initial Complaint

  11/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******************** took in for transmission repair on **** ***** I was told that the transmission replacement would cost ********* After paying the transmission was replaced, after picking up the vehicle I had to take it back due to oil leakage coming from the transmission. I was told transmission had to be replaced again due to damage cause by oil leakage. I again picked it up and took it back, because the vehicle was doing the same issue. The vehicle was returned, this time it was rattling and shaking when breaking. I took it to another shop to get diagnosed. They told me that the engine block was broken and said the only way it could be broken in that way is working on the transmission. I took it back to the dealership and explained what happened. They said the would fix it and no call. I went to the office they said 1 week to weld the block that was broken in the service of the technician. I am going on 2 weeks as of today ************ No call, no text. I get send to voice-mail or receive a text saying they will call back, which they do t. I will like to get the vehicle repair and compensated for the stress and inconvenience I have been put through. This whole situation has been 5 months and counting

  Business response

  01/23/2023

  Business Response /* (1000, 5, 2023/01/05) */ Hello. Customer engine was replaced at no cost to customer and vehicle was returned back to customer weeks ago.

*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. ↩