ComplaintsforVan Nuys Chrysler Dodge Jeep Ram

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  they sent a video stating the vehicle was in 'pristine' condition with no dents or scratches. this was a lie. we received a car there that indeed had scratches and dents. We live 3 hours away and they told us we could just come in and get them fixed. This should have been fixed before it was ever brought to us we shouldn't have to take a day off work, spend the money and headache of going down to fix things that should have never been an issue. then they gave us a car with 3 of the same tires and 1 tire that is a different type so it ended up messing up the alignment and now the car requires a new set of tires and alignment done costing over 1k to do. When we originally brought this up to them they told us they would replace the tires so they were all the same tire. Which we were happy about until we were ghosted for days getting no response besides a text back that didnt even answer our question. The windshield wiper pump is broken, the cabin air filter was dirty and we are told it needs an oil change which we were promised the car already had done. We were also told that our car just had brand new brakes and we found out that wasn't true they are now saying they didn't touch the brakes and that they had passed inspection... with so many people telling us different things its hard to find what any of them say reliable. This isn't t the car that we were sold on We were also told to get an inspection done at the dealership closest to us and they would reimburse us. We did that and have not received any reimbursement. This car is costing more and more money and the dealership just seems to not care.I have contacted multiple people at the dealership only to be pointed towards someone else and not receive any information or even a text back. This has been the worst experience to have after we thought we would be so happy to have gotten a new car but instead we are left with a money pit vehicle and a headache from multiple attempts to get these issues resolved.

  Business response

  06/28/2024

  Hello, 

  We have received your complaint and have looked into this in detail. The front brakes were replaced and the rear brakes passed inspection (not close to needing replacement).

  We have no issue reimbursing your inspection at the other dealership. We have your receipt and have already cut the check for delivery.

  One of our managers has a bunch of text messages communicating back and forth. (***)

  We have no issue fixing any problems you are experiencing but need to do the work ourselves. If you would like to bring the car and drop it off, we will provide you with a loaner vehicle. 

  As far as the tires, at time of inspection, they were at 6mm in front and 8mm in the rear. A mismatched tire is acceptable on a pre-owned car.

  This vehicle passed our safety inspection by California law in relation to the used vehicle inspection. 

   

   

  Customer response

  07/13/2024

   
  Complaint: 21903052
  
  I am rejecting this response because: they still have not reimbursed us for the inspection they requested us to get 3 weeks ago. And while every few text messages i send i get a response but it doesnt answer what i even asked. *** has been the only one to answer any calls or texts but i still dont even get a straight answer for anything from anyone there. I picked a date to go down there and havent gotten a confirmation or a time for it.  I feel like we are being scammed by this business.  buying a 60k car it shouldnt have any issues and if there are it shouldnt be this hard to reconcile them. 
  

  
  Sincerely,
  
  *************************

  Business response

  07/17/2024

  I will make sure they respond to confirm and schedule the repairs. I will also make sure a check gets sent out immediately to you for the inspection reimbursement.

• 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

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a certified preowned 2014 Dodge ram promaster 2500 ************* diesel from Russell Westbrook of van nuys. in Oct of 2017. They coaxed me into purchasing a 7yr/******* mi. wraparound extended warranty for $2500. Immediately after purchasing this van, I started having mechanical issues. Replaced a glow plug $485.replaced battery $455 Replace cargo door mechanism $180. A new key and fob $700 a new module $2500 water pump and hose $3000. A new charging system $3500. New tires $1100. Replaced tie rods and boots $1500. (all estimates) All of this work has been needed in spite of me putting less than 20k miles on this vehicle. None of this work has been covered by the wraparound extended warranty. Furthermore, Ive recently been informed that the seven-year ******* mile wrap around warranty began in 2014 when the original owner purchased the vehicle not from the time I purchased the vehicle. I was lied to by the finance department and miss lead. furthermore, I feel like I was falsely led to believe this was a certified preowned vehicle when in fact, I find it very very hard to believe this was actually a certified preowned vehicle and when I asked about it, they basically brushed me off, and would not answer my questions regarding the certified preowned status. Ive had to fork out several thousand dollars in repairs for a vehicle that still is unable to be driven safely. The most recent work done by russell westbrook of *** Nuys was a *** module that was installed and programmed. According to the service mechanic at ***************** Chrysler Jeep Dodge RAM in ********, the *** module is the wrong module all together causing further damage to the vehicle. I feel I have been getting the runaround from Russell westbrook of *** Nuys. I feel Ive been ripped off by russell westbrook of *** Nuys I feel theyve been dishonest, and they have repeatedly lied to me. I feel as a single woman ive been discriminated against. I want reimbursement or a new vehicle..

  Business response

  04/26/2024

  Hello,

  The extended service contract that was purchased did exactly what it was intended to do. Unfortunately vehicles can have issues and the warranty is put in place to protect the consumer from the added expense. 

  I sincerely apologize for the issues you may be experiencing. The vehicle is 10 years old and it may just be time to replace it with another vehicle. 

  I am more than happy to work out a new deal for you, considering the experience you have had so far.

   

  Business response

  04/26/2024

  Hello,

  The extended service contract that was purchased did exactly what it was intended to do. Unfortunately vehicles can have issues and the warranty is put in place to protect the consumer from the added expense. 

  I sincerely apologize for the issues you may be experiencing. The vehicle is 10 years old and it may just be time to replace it with another vehicle. 

  I am more than happy to work out a new deal for you, considering the experience you have had so far.

   

  Customer response

  05/07/2024

   
  Complaint: 21397744
  
  I am rejecting this response because:I was lied to regarding the contract. This vehicle barely had 60k miles on it and ive had to put an additional $16,000 of my own money in repairs beginning the first week of purchase. They sold me a 7 year extended warranty that was only good for 3 years because they lead me to believe the contract started the day I purchased the vehicle when in fact the contract started the first day the vehicle was sold to the very first person. Very deceitful. Yes i know the fine print. HOWEVER $16 THOUSAND dollars  on a vehicle that has less than 50k miles when I purchased it. I have ONLY PUT 20k miles on this vehicle since i have owned it because if the CONSTANT repairs. I out every ***** of my savings into this lemon of a vehicle. When I buy another vehicle best believe it will be with a dealer that has actual integrity not Russell Westbrook of *** Nuys. Ive never been so bamboozled in my 52 years of life. Ya all should be ashamed . 
  
  Sincerely,
  
  ***********************************

  Business response

  07/08/2024

  Hello,

   

  Thank you for reaching back out. I am very sorry to hear that your vehicle has continued to endure issues. Unfortunately, these things can happen with a vehicle that is 10 years old and been used the way it was intended to (work/business). Any issues with the warranty coverage needs to be directed towards the administrator of the warranty, the dealership simply fixes the vehicle based on the direction from the warranty company. 

   

  I think at this point it would be best to trade that vehicle in for a new one. We will go above and beyond to offer you the best possible value for it and a very aggressive deal on your next vehicle. Our management team is completely different from when you originally purchased it and we would love to try to earn your business again considering the subpar experience you have had so far. Please email me directly at ************************* if you would like to explore that.

• 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,
  
  ********************

*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. ↩