ComplaintsforVan Nuys Chrysler Dodge Jeep Ram

• 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.

• Initial Complaint

  07/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, My name is ***** ***** and I have traded in a functional and satisfactory vehicle and purchased a vehicle from Russell Westbrook dealership that is not functional making It an unsatisfied purchase. When I I purchased the vehicle It started overheating and coolant was leaking not even a week after purchase. I took the vehicle to the dealership and they provided an invoice for the repairs. I was promised reimbursement for the repairs from Russell Westbrook dealership. Yesterday the vehicle has been flashing a 'service electronic throttle' and 'fuel exhaust 100% full see dealer'. For a vehicle that was purchased less than two months ago I have had too many issues. I have missed work for not having a vehicle, I have spent money on rental vehicles to go to essential meetings, and I have not been reimbursed for the repairs. I have been in contact with CDJR reps and no plan of actions have been given or made and it's been a week since I've had the vehicle back.

  Business response

  08/16/2022

  Business Response /* (1000, 6, 2022/07/27) */ With any used cars, issues may arise. We are willing to assist from the dealer side or from our warranty company depending on the coverage you paid for. Please provide proof of the paid services that you did at your local dealer (I believe it was around $2,500 maximum). Either the warranty company will reimburse you or the dealer will have you sign a release and issue payment directly.

• Initial Complaint

  06/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Folks...Do Not...I repeat ...Do not buy a vehicle from this dealership !! I purchased a NEW JEEP 2022 Grand Cherokee less than 2 months ago. I went into my garage to start the Jeep and go to work...IT WAS DEAD !! I called a tow service , the driver jump started it but pointed out lots of things were going on with electrical system..He then towed it to Russell Westbrook where it has been for almost a week ,,,And as yet they have not been able to diagnose the problem !! I HAVE REQUESTED TO CHANGE THIS ******* LEMON FOR ANOTHER VEHICLE AND AS OF TODAY HAVE NOT BEEN ALLOWED TO DO SO !! Watch the video at the end of my review...It will open your eyes !! **. **** ****************************

  Business response

  07/12/2022

  Business Response /* (1000, 5, 2022/06/23) */ Vehicle towed in 6/14/22 no appointment. Got in the shop and checked complete eletrical system. Found batteries to be weak and causing vehicle not to start. Replaced both batteries and tested for a couple days to make sure no battery draw. Vehilce ready 6/20/22. Service advisor was off for 2 days and spke to customer when returned. Customer advised they will pick up Saturday 6/25/22. Thank You

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I sold my vehicle to these guys. I have text message screenshots that say I will receive my money for the vehicle within 10-15 minutes of transaction, after signing the paperwork I was informed that it would take approximately a week to receive my check for the vehicle. Now, it's been almost an entire month where I don't have any cash for the vehicle I sold. Nor do I have a date for when they will write my check. Nor do I have a vehicle. This company cheated me with their lies from multiple employees including the GM. I have used public transportation to travel back and forth to this business location four times since selling the vehicle. All came up short and never received my money that they owe me. I was also told that when they can confirm my lien of release letter with NAVY FEDERAL CREDIT UNION they'd write me a check for the amount the owe me. Kindly see letter attached. Has been shown to 5 separate employees at the facility all of which failed to pay me, my rightfully owed money.

  Business response

  06/30/2022

  Business Response /* (1000, 8, 2022/06/23) */ When you sold us your vehicle you signed a one page document in two places, including one highlighted area that specifically states you will receive your equity check when we receive title. You also understood that verbally. You came in several days later and said you had a family emergency and needed the money right away. I said that I can call the bank and see if they released title yet but would need further approval to release a check early and it would take a day or two to find out. I asked you in front of a witness if you were informed that the process is to wait until dealership receives title and you said YES, you were informed verbally and in writing but had fallen on hard times and needed the cash. That is when I realized you have an out of state title and no exceptions could be made. Customer become belligerent in person and threatening. We received title June 10th and gave check to your fiancé who came to pick it up per your request in writing. Consumer Response /* (2000, 10, 2022/06/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  06/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a extended car warranty for $3500 from russel Westbrook back in March and ended up selling the vehicle to the dealership. They told me that I would receive a refund and gave a receipt stating cancelled. I don't remember signing any documents to cancel. I have been in contact with car warranty which advised me that the warranty is still active for a vehicle I don't have. They keep giving me the run around and not returning my calls when I ask about my refund. I have reached out to ***** in finance and ****** the finance manager with no luck. I also requested copy's of the documents that cancelled the warranty which legally I'm suppose to get copies of what I signed. I have emailed finance requesting documents and my refund with no response.

  Business response

  06/28/2022

  Business Response /* (1000, 5, 2022/06/08) */ looking into the case at the moment if the the refund is not issued will contact the warranty company and get back to you with the results.

• Initial Complaint

  05/02/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Dealer agreed to a lease with a total monthly payment of $****** per mo. including tax. The finance manager manually entered the incorrect amount of sales tax into the contract to arrive at the agreed upon total monthly payment. Chrysler ******* caught the error and increased the payment by $7.99 per month over the amount that I agreed to. I believe that since the manager manually entered the lesser amount that it was intentional to get me to sign the contract showing the agreed upon payment and since it is their error, they should reimburse me for the difference, $7.99 X 36 months ($******).

  Business response

  06/30/2022

  Consumer Response /* (2000, 6, 2022/05/13) */ Issue with Russell Westbrook Jeep has been resolved.

• Initial Complaint

  04/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Good evening, I recently was able to locate and successfully negotiate the purchase price of my sought after Ram 1500 w/ trim level package that included a 12inch screen. (See below) ***************************************************************************************** Due to the aspect I currently possessed a negative equity vehicle, I understood the complexity of my new vehicle purchase in carrying over any negative equity. In speaking with a sales representative by the name of ***, I was informed that various sales managers were working on completing the deal for me and getting "the bank" to approve their offer. while members of van nuys were awaiting the response from the bank, members of CDJR of Norco (Browning CDJR) had offered to sell a similar vehicle (listed below) **************************************** at a total of 850.00 a month. Shortly thereafter, CDJR of Van Nuys retuned with an offer of 841.00. For their vehicle. I immediately accepted. I was then instructed by the assigned sales manager to drive my vehicle down from norco to van nuys to complete the purchase. This rushed manner in picking up my father from home and driving to van nuys from norco, caused me great distress however I did so with the idea that the leg work had been completed and I was to be the proud owner of a new Dodge Ram. Unfortunately upon my arrival to CDJR of van nuys with my father, the sales manager present informed me that my credit application was incorrect and had listed my social security number instead of my fathers who was to finance the vehicle under his name. We immediately corrected the issue Being my father sits at tier 1 , and I at tier 2. Shortly thereafter, the sales manager returned and notified us that due to the recalculation that needed to be done , my father was looking at a 991.00 payment from 841.00 as previously agreed upon. Ultimately he advised us because my dads 745 score was not high enough, the deal would cost more.

  Business response

  04/22/2022

  Business Response /* (1000, 5, 2022/04/22) */ We've already resolved the complaint with ********** and he was kind enough to sign a disclose to close this case.

• Initial Complaint

  02/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have a 2019 Jeep Cherokee that I originally leased for 3 years and then purchased at the end of the lease. The vehicle has 17,100 miles on it. 2 months after purchasing the vehicle it would not start without receiving a jump. I took it to the service department at ******* ********* Chrysler Dodge Jeep Ram. They did a full diagnostic and inspection on the vehicle and determined that it needed a new battery. After I stated that I was confused how a battery could go bad after so little milage the service person ***** said that they would do a 1 time courtesy and only charge me $100 for replacing the battery. I accepted that and they replaced the battery. 2 days later, after driving less than 100 miles since the service, my check engine light came on. I made another appointment and brought the vehicle back to ******* *********. After checking the car ***** said that there was a faulty line on the vehicle that caused the warning light and the it was going to cost me $560 to fix because although my powertrain was still under warranty, this particular issue wasn't. I complained and asked how they did a full inspection of the car only days earlier and didn't catch this but now a specific problem that wasn't under warranty could just happen. Again, the car now only has 17,100 miles on it. ***** said that these things happen and that his manager said he could do nothing for me. I told him that although I was authorizing him to do the repair, I was going to make a complaint to Jeep Customer Care. I made the complaint and they were very helpful, going as far as to guarantee the cost of the repair if they couldn't resolve the issue with ******* *********. Strangely, while I was on the phone with customer care, I got an email from ******* ********* saying they did a full inspection of the vehicle and said there was nothing wrong with it and that I had to pay $220 for the inspection. I am making this complaint to see if others have had a similar experience with them.

  Business response

  03/15/2022

  Business Response /* (1000, 5, 2022/03/02) */ Customer came in for a battery issue and battery was replaced under warranty as a goodwill repair to the customer. 10 days later car came back with a check engine light for a evap leak which is located in the rear of the vehicle(non related). When customer came to pick up I personally spoke to him and answered any questions he had and advised to get a 2nd opinion if he wanted to. I covered the check engine repair under Goodwill for the customer as well.

• Initial Complaint

  12/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  the vehicle is currently being serviced at Russell Westbrook dealership due to it stopping and flashing a check engine light, the service tech ***** informed me that he is unable to cover a loaner or rental vehicle for me. And the vehicle will be there for two weeks which is unacceptable. I would like to complain bc there anyone I can speak to about a loaner or rental for this inconvenience.

  Business response

  01/24/2022

  Business Response /* (1000, 5, 2022/01/12) */ Customer came in no appointment and we advised we do not have rentals. We contacted the customer the following day and got them in to a rental through ********** rent a car at no charge to her. Customer stayed in the rental for the duration of the repair and turned the rental in the day vehicle was picked up. Thank You

*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. ↩