Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/15/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my vehicle serviced at Crown’s service department last week. The repair was scheduled in advance and was supposed to be completed same day (January 9, 2025). They said the repair on the cooling system was complete at the end of the day. I paid for that service in full $721.00 when I picked the vehicle up. The vehicle was leaking coolant the following morning, so I had to take it back to Crown on January 10. They said they repaired it after about 2 hours. I took it home. The vehicle was leaking coolant again the next work day, January 13. I discovered they had used improper non-OEM parts which cracked the part housing. This is incredibly unprofessional for an authorized Ram dealer. They are required to use Mopar OEM parts. This could void my lifetime warranty I have with Chrysler Corp which cost over $4,000.00 when purchasing the vehicle. I took it back to Crown on January 13. They have had the truck since then without any certain time when I will have my vehicle back. I have already spent over $150 on rental vehicles to date. This has been a major disruption to my work schedule. Crown Dodge Chrysler Jeep Ram needs to make this right. I am a lifelong customer who has only owned Chrysler products, but this will stop. I will tell everyone I know not to go to this dealership and never to buy Chrysler products of any kind because this is how they treat their customers.

  Business Response

  Date: 01/17/2025

  Customer brought vehicle to Crown stating that there was a coolant leak.  Vehicle diagnosed that coolant by pass electric valve was leaking.  Crown installed new coolant valve and verified leak was gone.  Customer returned to Crown claiming that vehicle was again leaking coolant.  Crown inspected vehicle and determined there was not a leak but it was residual liquid from previous repair.  Crown pressure tested to verify no leaks present.  OEM parts are only required to be used on warranty repairs.  Part housing was not cracked.  Crown recognizes and appreciates Ms. T**** being a valued customer.  To restore Ms. T****'s confidence in Crown Dodge, we will perform her next 2 oil changes, done at Crown Dodge,  free of charge.  We apologize any inconvenience the above may have caused. 

  Customer Answer

  Date: 01/21/2025

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22816913, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ****** T****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:11/06/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a preowned 2013 Bentley gtc, delivered finally @930pm. Multiple broken components, company initially accepted responsibility for reimbursement,then after delaying, denied request for repayment. Expired front tires, dead battery, windshield fluid not working,broken trunk release!

  Business Response

  Date: 11/12/2024

  Customer purchased vehicle on 5/16/24 in its "as is" condition, acknowledgement signed by customer.  All components of the vehicle were in working order at the time of purchase.  Tires had more than sufficient tread, no signs of cracking, bulges, air pressure issues, vibration or excessive wear.  Manufacture expiration date on tires is a recommendation of expected life of tires.  It is not an absolute date of a tire's life.  Battery was in good working order, held a charge and vehicle started on first crank each time.  Trunk latch and window washer all operable at time of purchase.  Several months later, customer contacted Crown Dodge/Exotics indicating the above.  Although under no obligation to do so, and in the interests of good customer relations only, Crown told the customer to bring the vehicle back to the dealership for inspection, or alternatively, Crown would take the vehicle back.  Customer declined to return the vehicle as he said he liked the car and was happy with it.  It has been 6 months and customer has not brought the vehicle back to Crown for inspection nor contacted Crown further.  It should also be noted that customer substantially misrepresented the condition of his trade in vehicle, which resulted in Crown expending several thousand dollars in repairs to customer's trade in.  

  Customer Answer

  Date: 11/13/2024

  
  
  Complaint: 22519335
  
  I am rejecting this response because:

  Dealer immediately called and dealer said bentley can evaluate!  Bills sent following week replacing dead/ failed battery, which is why this roof fault was lit up. The front tires were 10 years past replacement date recommendations so they had to be replaced. The dealership is lying that the trunk latch the following week was replaced with the windshield washer fluid line that had to be replaced because they both were also broken on delivery. my car was delivered at 9:30 PM, versus during the day so light and ability for me to evaluate could have happened. They purposely delivered it at 9:30 PM so I could not evaluate anything other than driving it around the block. I had surgery at 5 o’clock the following morning with the dealership knowing this so they delivered it on purpose exceptionally late so I had no way to evaluate the car.  They initially offered to take care of the bills and multiple Bentley bills were sent to them and then they finally decided they would do nothing. My car was delivered to them in perfect condition minus the rear headrest at an extra key that I sent multiple emails, letting them know that would be available to give them.  This was the worst experience I’ve ever had and they were completely not good faith in giving me this car with problems. Even though they lost money over the long haul having this car for sale, I had no idea. I was buying this car with multiple problems only in good faith. They had no good faith whatsoever in this dealership. I did spend about $10,000 on my own to fix all of the things that came delivered broken and now they are all working well. The dealership Bentley of O’Hara can  Can share with you the two weeks of having the car repairs that were done to get it back to working order. I’ve ever had in the dealership and they lied all the way. They finally Alex decided because after 3 to 4 months of pleading with them to pay the bills decided they weren’t gonna pay because they lost so much money on the car before I purchased it. Still terrible, bad faith and , that’s why I gave him a horrible review. 
  
  Regards,
  
  D**** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 11/14/2024

  The customer bought the vehicle in its "as is" condition.  Customer acknowledged that he knew this fact.  When the vehicle left the dealership it was in good working order.  Dealership has no control over when transport company delivers the vehicle to the customer, hence we did not deliberately deliver the vehicle at night, nor the day before customer had surgery.  Crown had offered to buy back the vehicle for what customer paid.  Customer declined this offer.

  Customer Answer

  Date: 11/20/2024

  Attorney letter to follow in next day

• Initial Complaint

  Date:10/31/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Customer brought in their 2014 Jeep wrangler which was purchased from this dealership for repair. The vehicle was not running and had to be towed. Customer scheduled a service appointment and had the vehicle delivered the day of the appointment. Customer went 15 days with no updates on the status of the vehicle. Numerous calls and texts were made regarding the vehicle, but no returns or messages back. Finally, customer called and asked for an update, was told the shop got backed up working on a vehicle that came in after the customers appointment date. Then customer was told that no diagnostic had been done for the vehicle. Customer then expressed her disappointment with the service department, and a previous negative experience with the same service department on the same vehicle a little over a year ago. This incident involved the vehicle being there for more than 15 days, was told the vehicle was repaired. 15 minutes after leaving the dealership, the same issues and dash lights came back on. Customer took the vehicle to another mechanic to which point that mechanic said that those parts had not been replaced…. Customer was very upset because she was charged for parts and labor that did not get fixed or replaced. Customer was told by the service department on this most recent trip that she would receive an answer back regarding the when the diagnostic is expected to be completed. Customer has not heard back.

  Business Response

  Date: 11/05/2024

  Customer brought her vehicle into Crown Dodge on 10/17/24 stating that the vehicle would not exceed 10 MPH.  Customer also stated that she brought the vehicle to another mechanic but they could not diagnose the problem.  Customer said other mechanic replaced EMC, battery, throttle body, TB sensor and pedal, crankshaft sensor, oil pressure sensor and map sensor. Customer has not been to Crown Dodge since 2022.  (Customer states in her statement that Crown did not resolve fix the 2022 issue and was told by another mechanic that parts were not replaced. However, Customer never returned to Crown with these concerns).  Upon inspection, Crown  found bare wiring shorting to ground at oil pressure sensor/knock sensor connector wiring sub harness. Also found aftermarket crankshaft position sensor. Authorization was given to remove and replace oil cooler/housing; aftermarket crankshaft position sensor and sub harness.  Necessary parts were ordered from factory.  Customer's vehicle was completed 11/4/24.  Customer's husband was given regular updates throughout the diagnosis and repairs.  Vehicle is operating properly.

  Customer Answer

  Date: 11/05/2024

  
  
  Complaint: 22497411
  
  I am rejecting this response because:

  Customer did return to the crown service department in 2022 after the issue. The repair was covered under a warranty.Service department only then made the repair. Customer did not return to the service department since then due to lack of appointment availability, and a negative previous experience. The statement regarding that my husband was given regular updates is simply not true. There are several texts and voicemails with no responses, and only regular updates were given once this complaint was filed. The service department had the vehicle for 16 days before any diagnosis was made. No update came until I called and told them it was unacceptable and after this complaint was filed. Since purchasing this vehicle, I have not had a single positive encounter with the service department. I am seeking a refund for this servicing as this company is lying about their actions. If no refund comes, company needs to take accountability for their actions. I will not be dropping this case. 
  
  Regards,
  
  M***** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 11/12/2024

  Crown Dodge/Jeep has service appointments available on a daily basis.  Customer can also drive in without an appointment and their vehicle will be taken in that day to be serviced.  Regular communication and telephone conversations with customer's husband are documented before and after customer's filing of a complaint with the BBB.  Crown performed and completed the repairs on customer's vehicle, currently and previously, and vehicle is running properly.  If customer is experiencing current issues related to the most recent repairs, customer can bring the vehicle back to Crown for inspection and correction, if necessary, as Crown stands behind its work and repairs.  Customer can contact M*** *****, Crown Service Director, directly at the dealership.

• Initial Complaint

  Date:09/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Regarding Crown Jeep Dodge Ram Ventura Service Department In July, I brought my vehicle, which is under a 100,000-mile powertrain warranty, to Crown Jeep Dodge Ram Ventura for several issues, including a check engine light that had been on for three years. My service advisor was E**** *********. The vehicle had oil in the coolant reservoir (a severe issue), a recall for the high-pressure fuel pump, and dead batteries contributing to the electrical problems. I did not receive any updates from the dealership for 10 days. When I visited the dealership, E**** ********* informed me that they would address the problems and notify me once the repairs were complete. A month later, I picked up my vehicle, but the issues were not properly fixed. The auxiliary battery was placed incorrectly, the engine was filthy, and the coolant still had oil in it, indicating that the main issue had not been resolved. Within a few hours, the check engine light returned, the batteries died again, and there was still oil in the coolant. I posted a video documenting my experience in a Jeep Facebook group, and days later, I had the vehicle towed back to the dealership. After a week of no communication, E**** ********* told me he was in trouble for providing free batteries and that the dealership had seen my review, expressing dissatisfaction. He claimed they didn’t know how to proceed with the repairs. Soon after, they claimed I never left the key, which my tow truck driver confirmed he handed to a porter. I believe this was retaliation for the review I posted online. Erick informed me it would take a while to get a replacement key, as it was a laser-cut key. Thirty days later, the dealership still had my vehicle, and when I contacted the parts department, they informed me it only takes five days to cut a new key. After following up with Jeep, they told me that due to my reviews, they would no longer service my vehicle, despite my warranty coverage.

  Business Response

  Date: 09/24/2024

  Customer brought his 2020 Jeep Wrangler into Crown DCJR  with 49,051 miles on it, reporting that the battery is draining; the check engine light is on; and the oil and engine coolant are mixing.  Customer had severely modified his Jeep from factory specs.  Vehicle’s basic 3/36 manufacture warranty had expired. Upon inspection, Crown found that: 1. the aux battery had been removed.  Crown installed a new aux battery, however, it could not be placed in it’s original harness due to customer modifications.  Customer was notified of relocation of aux. battery and approved it.  2. Due to customer electrical modifications the heater circuit and module internally failed and Crown replaced the PM sensor.  3.  The intake manifold was severely clogged causing the cooler to leak and mix with oil and contaminated the system.  Crown replaced the EGR cooler with new gaskets and o-rings, replaced the intake manifold assembly and coolant reservoir. Crown informed customer that it would take about 3 flushes to clear the coolant, but repair was done.  Customer elected to take the vehicle without Crown completing these flushes.  And 4. Performed high pressure fuel pump recall (covered under warranty).  Crown obtained S*********/FCA approval to have remaining repairs of parts and labor covered under a one time goodwill policy at no charge to customer.  All repairs were performed and vehicle was in good running order when returned to customer.  Approximately 3 weeks later customer returned vehicle to dealership claiming that it would not start.  Due to the numerous modifications to the vehicle, Crown could not perform further diagnostic or repairs on the vehicle.  Crown did not retaliate nor decline further service on customer’s vehicle because of any on line reviews customer may have posted.  Vehicle was not covered by the original manufacture’s warranty when it was first seen by Crown nor anytime thereafter.  Customer did not purchase vehicle from Crown.  Customer did not have any out of pocket expenses for the repairs performed by Crown, so no refund is applicable.  If customer seeks a refund for the purchase of his Jeep he needs to contact S********* as they are the manufacture of the Jeep. 

  Customer Answer

  Date: 10/02/2024

  I sent u a huge response I don’t know how your closing this complaint I literally sent you the response last week 

• Initial Complaint

  Date:08/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Damage to the rear of the bumper. Additionally they forgot to put coolant and the car is still stalling and have issues with the suspension. Tried to contact the service manager after the advisors suggestion. Left multiple messages with the operator and service department and even asked my service advisor to have the manager contact me. However no response. I am stuck with a damaged vehicle and a rental bill because this dealership could not repair everything on the first attempt. What kind of dealership forgets to put coolant after they replaced the hybrid battery. Additionally, my vehicle was in the shop for 37 days. No sense of urgency.

  Business Response

  Date: 08/19/2024

  Spoke to customer and Stellantis is buying vehicle back.  We are working with customer regarding rental bill.

• Initial Complaint

  Date:07/16/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I WENT TO CROWN DODGE AFTER I HAD TO LEAVE MY PLACE OF LIVING FOR 3 YEARS DO TO A TEMPERARY RESTRAINING ORDER THAT SINCE HAS BEEN DISSOLVED BY THE JUDGE. I WENT TO CORWN DODGE FULL OF ANXIETY BECAUSE I HAD NO PLACE TO LIVE AND THOUGHT BOUGHT BUYING A VAN. IM ON SSI WERE I GET $1200 MONTH AND IM SEE A PSYCHIATRIST AND AM WITH MENTAL HEALTH AND I GOT OF MY MEDS AND REALLY GOT OUT THERE MENTALLY. I WASNT MYSELF. THE CAR SALESMAN T*** ******* TALKED ME INTO BUYING A DODGE VAN THAT I COULDNT AFFORD. I WAS SO MENTALLY DRIANED AND THIS WAS THE FIRST TIME I EVER BOUGHT A CAR FROM A DEALER. AFTER SASKING TO LEAVE 3 OR 4 TIMES HE TALKED ME INTO STAYING. I HAD $8000 WORTH OF CREDIT FROM CHASE BANK ON A AMAZON CARD AND HE TALKED ME INTO USING THAT AND THEN GOT ME THE REST OF THE LOAN FROM THE DEALERSHIP AND BOTH LOANES WERE LIKE 27% INTEREST. WERE I FOUND OUT LATER ITS USUALLY BETWEEN 6% AND 11%. THE VAN WAS $35000 AND ONLY INCOME I HAVE IS THE SSI CHECH I GET FOR $1200. AFTER BEING COERSED INTO SIGNING ALL THE PAPERS I RELIZED WHAT I DID AND LEFT THE VAN, KEYS AND ALL THE PAPER WORK THERE AND STORMED OUT OF THERE AND THE OWNER AND THE SALESMAN THROUGH ME OUT BECAUSE I WAS HAVING ANXIETY PANICK ATTACKS. THIS WAS ON JUN 24, 2024. IVE TRIED AND TRIED UNSUCESSFULLY FOR THEM TO RETURN THE MONY AND CANCEL THE SAME DAY BUT THEY SAID THEY WILL NOT. IVE HAD THE BANK CALL THEM AND SAME THING. PLEASE PLEASE HELP ME AS I HAVE BUILT THIS CREDIT FOR 3 YEARS AND THIS WILL RUIN ME AND MY PLACE OF LIVING THAT I RENT A ROOM IN A HOUSE FOR $900 AND THIS CAN MAKE ME HOMELESS. PLEASE HELP ME.

  Business Response

  Date: 07/16/2024

  Mr. M***** came into Crown Dodge looking for a van to purchase.  He was shown a variety of vans and decided on a used 2020 Promaster van.  Mr. M***** negotiated the deal until he was satisfied with the terms of the purchase. At no time did it seem as though Mr. M***** was unaware of what he was doing, nor did he exhibit any characteristics of a mental deficiency.  Mr. M***** did not mention any of the symptoms he outlines in his statement. All the terms of the purchase were carefully explained to Mr. M***** and he indicated that he understood each of them.  At no time was Mr. M***** "coerced" into buying the van nor was he prevented from leaving the dealership. The interest rate on Mr. M*****'s auto loan is 8.64%, not 27% as he claims.  In California, there is no cooling off period for vehicle purchases.  Which means that once you buy a vehicle you cannot return it to the dealer because you changed your mind or determined you could not afford it.  Mr. M***** had the opportunity to opt in to a contract cancellation agreement for the used vehicle, but he declined to exercise this option. Crown Dodge complied with all vehicles sales regulations.  Although under no obligation to do so, if Mr. M***** would like to come to Crown Dodge, an appoint will be set up for him to speak with our General Manager, **** H*****, to review any options regarding his vehicle.  He can contact Mr. H***** at ###-###-####.  We look forward to hearing from Mr. M*****.

  Customer Answer

  Date: 07/24/2024

  
  
  Complaint: 21994291
  
  I am rejecting this response because:

  Tried again today. T*** ******* said to come by and he would work something out to clear it up. same old thing. ignoring me in his tiny cubicle room, talking to other employees, telling the girls how pretty they look, totally ignoring and disrespecting me.  went over there around 1pm. same old thing as last time. didn't have no solution. said they wouldn't and couldn't help me. that i was stuck with the vehicle. they took the money what credit I had of $8000 off of my amazon credit card and that's at 27% interest. then they gave me a loan  of around $30,000 at that interest he said but its for over 6 years and that's a lot of money. sounds like low interest but its a big loan. i have my behavior health case worker on it and she's having a meeting tomorrow with the higher ups on there board and there gonna see what they can do to help me. also wanted to add that tony tried to bribn me out of fishing equipment that i sell and asked me if he can get me out of all this if i would give him 3 to 5 fishing rods for his time so he wouldn't loose money for his time selling me the car. this was when I came back the very next day of the sell of the car to try and get out of what they got me into. my case worker said it sounds like elder abuse as I'm 61 years old and have a severe mental disability since i was 23 years old. there working on a case against the dealership and mister Jimenez and I'm also started lawyer actions. next step is to go in social security office and talk to my case worker there because there going after my ssi income of $1200 a month and that can make me homeless. i pay $900 rent for were i live. they are putting money before people, god etc.. they are ruining my life and my credit that took over three years built up. first time in my life I've had good credit or credit. first time i ever went to dealership and tried to buy a car. what a bad mistake. and they new up front that was my only secure income every month and they sold me a car that they new i couldn't afford and they could repossess someday and take that $8,000 credit for themselves. 

  Also I wanted to add most of there response is lies the part about me being normal that day. if they have a vdeo you will see were im all over the place restless talking to myself for like 5 hours there. was one of the worst days of my life. and i didn't negotiated nothing. t*** ******* said how it was gonna be and that was it. i said lets see if i qualify for a loan first and then i want to think about it. his responce was that your either all in on what ever loan he can get or not at all because he wasn't going to waste all the time and effort for him to get the laon and then me back out. he said im all in or no he wasnt going to go any further. and also i did tell tony i was on ssi since 23 because of mental health issues. so there lieing also on that. and also who wrote the responce. they dont say. alls they say is to contact mr h***** at ###-###-####. and a 8.69% loan is hi in the car business when i heard that it starts around 3%. they toatall took advantage of me and my mental condition that day. not once has mr hadadi they called me to reach out or anybody there. ive always been the one trying to reach out.

  
  Regards,
  
  ****** M*****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 07/24/2024

  heres the info they gave me with extra paper work also to help me protect my income and protect me from people like this in the world.

• Initial Complaint

  Date:06/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  purchased a 2011 Jeep Saraha in November of 2023. The day we got it home the stereo and backup camera stopped working prompting a return to the dealership 2hrs from my home. I was told there was a "forever warranty" in place and the vehicle could be serviced anywhere. March 18th the check engine light came on and the a/c stopped working, prompting yet another return to the dealership on March 21. I was then told the vehicle needed a new a/c condenser and TIPM module, which I paid $1237.71 for. L*** ******** at Crown offered to have the Jeep towed from my house to the dealership in Ventura while they ordered the parts. On or about April 3 the Jeep was picked up by crown dodge and taken in for repairs and returned to me on April 9. May 9th the check engine light came on again, May 21st it stalled and I contact Rick in Crowns service dept that said there was no record of the work being done. I contacted L*** ******** 5/28 and he agreed to have another employee pick up the Jeep and on 5/29 Luis offered to buy the Jeep back because of all the problems I have had I received a phone call at 5:14 pm as I was going to pick up a rental that Crown had decided not to pick up the Jeep because there was a google review posted by my family member that they did not agree with. Ive not been able to get ahold of them since then and have had to take the jeep in for repairs that i already paid for at Crown and pay for them AGAIN and rent a vehicle at $123 per day.

  Business Response

  Date: 06/14/2024

  Customer brought her vehicle in for service stating that the A/C didn’t work and the dashboard lights were on.  Crown DCJR determined that the vehicle required a new A/C condenser and TIPM module.  Customer authorized the repairs.  TIPM module was replaced and A/C condenser ordered.    Customer picked up vehicle.  Upon receipt of A/C condenser Crown DCJR pick up vehicle from customer’s home, brought it to the dealership to be repaired and delivered the vehicle back to customer upon completion of repair.  The vehicle was operating properly upon delivery to customer.  Crown DCJR did not offer to “buy back” the vehicle.  Sometime later, Customer notified Crown DCJR that the check engine light came on.  In the interests of good customer relations, Crown DCJR arranged for a pick up at customer’s home, but customer voiced concerns about Crown DCJR picking the vehicle at her home.  Crown DCJR canceled the vehicle pick up and informed customer that she could bring the vehicle to Crown DCJR to be diagnosed.  Crown DCJR has not been contacted by customer nor has she brought her vehicle into Crown DCJR for diagnosis.  Crown DCJR will, at no charge to customer, diagnose customer's vehicle upon her bringing the vehicle to Crown DCJR.

  Customer Answer

  Date: 06/17/2024

  
  
  Complaint: 21838006
  
  I am rejecting this response because: the information that crown is providing is inaccurate. I did not cancel the pickup of the jeep, Luis Gonzales cancelled it in retaliation to a Google review. I paid for them to replace the TPIM module and a new battery and now the jeep is back in the shop, locally and there are NINE faulty modules. You will see in the attached screenshot that Luis did in fact offer to trade the vehicle in and I have attempted to contact him regarding the jeep repairs. 
  
  Regards,
  
  K******* ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 06/17/2024

  Crown DCJR will inspect and diagnose customer's vehicle at no charge to her if she brings her Jeep to Crown DCJR, as previously stated.

  Customer Answer

  Date: 06/18/2024

  
  
  Complaint: 21838006
  
  I am rejecting this response because they have not responded to my request for service as indicted in the screenshot I submitted previously, they have REFUSED to pick up the jeep like they have previously offered to do and I feel that the jeep is not safe for me to drive 200miles with my child. I don’t feel safe going to Crown Dodge as other customers have reported work place violence in the form of employees punching walls.

  additionally the jeep is currently in the shop with NINE failed modules, the very least crown dodge can do is refund the module and battery that I paid them to replace since the jeep is back in the shop 6wks after they supposed fixed it. 
  Crown dodge has completely breached their contract to repair the vehicle the sold me and their “forever warranty” is anything but that. 
  I am certain I was sold a lemon by a shady car dealer 

  
  
  Regards,
  
  K******* ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:06/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In August 2022, a rebuilt engine was installed by Saticoy Auto Center located at ***** ******* Street, Canoga Park, Ca. 91304 Tele: ###-###-#### and was given a warranty of 36 months or 100,000 miles. I was told the warranty was from Dodge Dealer were the engine was purchased. In May 2024, I noticed oil drops under the vehicle, so I took the vehicle to Saticoy Auto Center and was told the main seal was leaking and was covered under the warranty as it was only about 40K miles on the engine since it was replaced. I was asked to the take the vehicle to Crown Dodge were the engine was purchased. When I took the vehicle and while I was waiting for a ride, I was told by the service advisor Mr. J***** ****** that there were couple of leaks in the main seal and also cylinder # 3 was misfiring (nothing was given in writing), also he stated there was evidence of mice droppings and some chewing of harness cable. He asked to me to file a claim with my Insurance company. Again, I was not provide anything in writing, it was not until after I requested on May 23, 2024 I was given an estimate of replacing Harness wiring and stating that he will not request any diagnostic test done on the vehicle unless I file a claim with my insurance as he does not want to destroy any evidence. I went back to Saticoy Auto Center, where I was told that they need to fix the engine and if there is any other issues (Harness Wiring) they will take care of it, as the vehicle is running and does not need to replace the cable and can be repaired, he also stated that the amount dealer was asking approx. $6, 600 .00 was ridiculously high and essentially the cost of new engine. It had been 4 weeks since We hope you will help us resolve the issue as we feel we are victim of Fraud and Cheating. I have attached the paperwork from the original repairs.

  Business Response

  Date: 06/13/2024

  Saticoy Auto Center purchased an engine assembly for their customer Mr. B*****, from Crown Dodge.  Absolutely no work or labor was performed by Crown Dodge on Mr. B*****'s vehicle with respect to this repair.  Any warranties that accompany the engine assembly apply to the engine assembly only and not labor, given the above. Mr. B***** brought his vehicle to Crown Dodge stating that it was leaking oil and the check engine light was on.  Crown Dodge inspected the vehicle and found that the wires on the wiring harness were chewed due to rodent damage.  Also, the rear main seal was leaking.  Both of these issues are not related to the engine assembly.  A relative compression test was performed on the engine and the results indicated everything was good and that the engine assembly was operating properly.  Mr. B***** was informed of the above and that the current leaking oil and check engine light illumination was not as a result  of any defects in the engine assembly.  Mr. B***** was further informed that the wiring harness needed to be replaced and that the rear main seal was in need of repair.  Mr. B***** declined to have Crown Dodge perform these repairs.  Mr. B***** was also informed to pick up his vehicle from Crown Dodge and he would not be charged for the diagnostics performed.  Consequently, the part Crown Dodge sold to Saticoy Auto Center was and is in good working condition and the current issues are unrelated to that part.

  Customer Answer

  Date: 06/22/2024

  Good morning:

  I am very surprised that you have chose to close the complaint without reaching out to me, I had not received any message from BBB regarding the original complaint.

  In the meantime, you may want to reach out to California Bureau of Automotive Repair, Mr. Mike T****, Service and Parts Manager at Crown Dodge has already acknowledged to the Bureau about the Leak and the Engine covered under the original Warranty. Yes, they wanted to fix the Harness wiring for which they wanted me to file Insurance Claim, so they can collect ridiculous amount ($6,600).

  The dealership is already on Probation as per California Bureau of Automotive Repair.

• Initial Complaint

  Date:05/20/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a car in December 7th a new lease because they contacted me wanting buy my car when i was in for a servicing apt. I was not looking to get a new car and was happy with my last car. They were supposed to ground my car that day, they didn't ground it till end of January. They were supposed to pay off my lease directly. Tried not to and finally sent me a check to do it in February. I then received a bill for ending my lease early and this is my 4th lease with Jeep and never had to pay this fee. Usually it is through US bank but now Stellantis. I have called and texted numerous times with no response from John who sold me the lease. I also tried contacting the general manager A*** several times without a response. I have also already received a letter stating that I need to take the car in for a known hybrid issue. I'm looking to get reimbursed for the fee below.

  Business Response

  Date: 05/21/2024

  The $395 is an end of lease term fee charged by US Bank, not the dealership.  the dealership does not have any authority to waive or extinguish this fee.  However, in the interest of good customer relations and Ms. Gradstein's customer loyalty, Crown Dodge will pay this end of lease bank fee for Ms. Gradstein.  Crown Dodge appreciates your business and loyalty. Very truly yours, Dan Wallis, Chief Operations Manager, Crown Dodge

  Customer Answer

  Date: 05/22/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21727306, and find that this resolution is satisfactory to me.
  
  Regards,
  
  A***** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 05/29/2024

  How will I receive my payment for this.? It says that they are going to pay it and that you close the case, but how will I receive it?

• Initial Complaint

  Date:11/30/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased and shipped a vehicle sight unseen August 2023. We are completely satisfied with said vehicle. However, the vehicle arrived with no paperwork whatsoever and being financed, we had no direction/ account number/ etc to pay the institutional lender nor any info regarding our warranty. We contacted Crown Dodge Jeep Ram and they next day'd our contract for us to sign along with a return envelope. We were told we would received copies shortly thereafter. We have now contacted them on ten separate occasions via phone, voice mail, email to get a copy of our sales contract and warranty information. Today is the 10th time (and months later) we have been told something will be coming. They have repetitively avoided, not responded and flat out lied to us for too long and we are completely fed up.

  Business Response

  Date: 12/07/2023

  I have left a voice mail and sent an email to customer to see exactly which documents he needed a copy of and to see if he obtained his lender information.  I emailed the customer documents regarding the warranty.  If he needs anything else he can contact me directly.

  Customer Answer

  Date: 12/10/2023

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20929024, and find that this resolution is satisfactory to me.
  
  Regards,
  
  S**** ******