ComplaintsforLandmark Chrysler Dodge Jeep Ram of Atlanta

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They sold me a jeep. The first week I had it the engine went in it. They had my car for 5 months. They said they fixed but the check engine light is back on and now the transmission is messing up. I have not gotten any of the paperwork I signed when I got the vehicle. They told me it would be emailed it still has not been. I purchased the vehicle in April.

  

  Business response

  09/17/2024

  The customer purchased the vehicle on April 12th Shortly afterward, the check engine light illuminated. The customer contacted the dealership and was advised to tow the vehicle in for diagnostic testing. The customer left the vehicle running, claiming they could not turn it off, which led to engine failure. Although the vehicle was sold AS-IS (see attached signed document), the dealership arranged for a brand new engine to be installed. This process took some time, but the customer was provided with a loaner vehicle during this period.
  After receiving the repaired vehicle, the customer returned it for another issue, which incurred a cost of $1,442. The dealership covered this expense in full.
  The matter has been resolved, and the vehicle has been repaired to specifications. At this point, the dealership has done everything possible to assist with this situation. Although a copy of the paperwork has already been provided, the customer is welcome to request it again via email or in person.

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought my truck in for a recall. Something to do with the fuel system. There was a dirty intake problem prior to bringing it in for service. When the vehicle was returned to me it was leaking fuel. The leak has only gotten worse. The dealer takes no responsibility for the leak and instead suggests I pay them over $3500 to fix a problem that did not exist before they had it in their shop for over a week.

  

  Business response

  08/22/2024

  We would love to assist to see if we could help resolve the issue. However, we do not have the name ***************************, the phone number ************, nor the email address *********************** in our computer system at this location. I would need a Vehicle Identification number or the name and/or phone number that would have been used when the vehicle entered our service department

  Customer response

  08/22/2024

   
  Complaint: 22139984
  
  I am rejecting this response because:
  

  i have attached the front page of the recent recall repair with all my contact info on it. Apparently the number is my husbands, the name and the email are both misspelled. I have also attached the copy of the quote they gave me for the parts and labor.

   

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

  

  Business response

  08/22/2024

  Hi, What you have supplied is a parts and labor estimate only with nothing that identifies the vehicle or repair order. However, I see the names *****/********************* written at the top. You have filed a BBB complaint against the incorrect business as we are in ********, Georgia. It appears this may be for the Dealership in ****** Georgia.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In the year 2019 I took my car in to have my door lock replaced because someone attempted to break in my vehicle. I went to this dealership and had the work done and purchased the parts from them. The year is now 2024 and upon my car battery dying, I attempted to use my key to unlock my door (car only has one door lock and the physical key would only need to be used for the door and glovebox) only to discover the key did not work. I attempted again with my other set of keys and those did not work as well. I contact the 800 care line to unravel where I had the work done considering the length of time and they disclosed to me that it was the Landmark Atlanta location. When I contacted this location they are telling me the door lock and cylinder has a 2 year warranty so they can not do anything. They advised I need a diagnosis to figure why it does not work and would have to pay for this. The keys are not working in the actual cylinder (lock) there is no diagnosis needed. This would not be something I would have had to test I thought considering when a lock is changed, the assumption is that the lock is set for the keys or changed out. I only discovered this negligence because my battery died once in all the time I have had this vehicle. I am the first and only owner of the vehicle so nothing has occurred that would result in this aside from the dealership shop workers negligence and now no one is willing to make this right. Should my battery ever die again, I will be left locked out of my vehicle although I paid for a service and it was half done (improperly). The 800 number has been less than helpful as well in which they have not been documenting in detail my conversations towards rectifying this matter.

  

  Business response

  07/16/2024

  Hello ****************,
  I am reaching out about this door handle issue you are having with your vehicle.
  
  You have stated that we replaced a door handle for you back in 2019. The time frame you are speaking of was June 20th, 2019 to be exact. That's over 5 years ago!
  
  I have researched that repair order. We did install a door handle (it is not stated which handle was replaced) for you but the part used did not come from us as the only parts billed on that repair order were the 2 tires that you purchased. In five years' time, anything could have happened to that door handle. This is why our repair orders state a limited warranty of 12 months or ****** miles on our parts and labor. In this case, the part was not our part to provide warranty for, only labor.
  
  I will be happy to have a technician look at the vehicle for you to determine the cause of your issue, but unfortunately any parts and labor needed at this point would have to be your expense. 

  Customer response

  07/16/2024

   
  Complaint: 21993232
  
  I am rejecting this response because: It is odd that I was informed from the car line that this is where the work was done and an agent from the shop advised me that they have record of this service and part indicating that there was a 2 year warranty on this part. Yesterday, the care agent called and was informed the exact same thing but now I am being told that the part did not come from your establishment but the work was done there. This all seems very much convenient. I have not made up any random stories merely went with what I was advised from multiple parties between care and your establishment. The car only has one door with an actual lock it is a 2015 Chrysler ************************************************************* passenger door because the car only possessed a lock on the driver side and glovebox. I did during the time purchase tires from there and just the same requested my old tires be placed in my trunk but due to failure to do so I lost money for the transaction in which you speak because the workers removed them and got rid of them after putting on my newer tires. Once again I find myself disappointed in the level of service and owner ship on your locations part.
  
  Sincerely,
  
  *************************

  

  Business response

  07/16/2024

  Apologies, When you state you were informed by the "car line" that the repairs were done here. What do you mean by "car line"? Also, our warranty is as was stated in previous response. 12 months, or ****** miles on parts and labor. Some parts do carry a 2 year warranty. Unfortunately, even if it was a 2 year warranty it would still be labor only as we did not supply the parts for the repair, any repair from that time would still be out of warranty by 3 years. 

  Customer response

  07/16/2024

   
  Complaint: 21993232
  
  I am rejecting this response because: My apologies on the misspelling of the word care. The care line that I am referencing is the ***** number for Chrysler customer service. Understandable enough but my issue is if I were attempting to get something for nothing then this would all seem fair. As you stated anything could have happened to the handle but nothing did. Just as customer are to trust you, you should extend them the same courtesy. I am an honest person and I trusted that when I came and got this situation remedied and paid funds for the service to be completed, I trusted it to be done 100% and if it could not then inform me so that I could handle it accordingly. You see that is how good faith works. I dont expect to have to check behind a business to ensure they are doing what they are paid to do. I never used the key prior to even getting the work done at your establishment and hereafter, it was cosmetic from where there was an attempted break-in so to maintain aesthetics of my vehicle, I had it repaired but I expected it to work when needed in which 5 years later I actually needed it and thought it was fixed properly but I come to see it was not.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Identity theft has affected me. I'm aware of suspicious activity connected to my identification and unauthorized transactions. I need help to resolve this situation, even though I've already made a police report. I ask for your assistance in getting this inquiries removed from my credit record so that I can get my money back and clear my name. Kindly assist me with this.700 CREDIT/LANDMARK CH Inquired on Sep 8, 2022

  

  Business response

  06/25/2024

  We are more than happy to assist you in resolving any inquiry activities that were fraudulent. Please advise on needs to be done in order to do so.

   

   

  Thank You,

   

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

  General Manager 

  Landmark CDJR Atlanta

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used Jeep Wrangler from this dealership. I paid a premium price for the Jeep. ON THE WAY HOME from purchasing this Jeep it broke down, on the interstate, in 5 o'clock ATL traffic. I called the dealership and their response was basically "too bad". I couldn't believe it when my salesperson told me it was my problem! They didn't offer to help with towing the vehicle or with repairs. At the very least this dealership should have covered the towing expenses to get this Jeep home, not to mention the inconvenience. I've paid over $1,000 to tow the Jeep home and get it repaired.This dealership shows no regard for it's customers.

  

  Business response

  09/20/2023

  Customer bought car in July. Left couple of messages customer has not returned calls. 

• Initial Complaint

  09/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought a new car from this dealership in 2021. The car came with new tires. I never needed to remove the tires for any reason until a few months ago when I caught a flat. I took my truck to a local tire shop which explained that they could not remove the tire since they could not locate the Wheel Lock master key for my vehicle. The most they could do is patch the tire from the outside. Shortly after receiving my patch I called Landmark dealership same day. I explained that I and the mechanics had looked everywhere for the Master key for the wheel locks but could not locate it. The representative I spoke to said that I must have misplaced the key and that I would be responsible for paying upwards of $250 for a new set of wheel locks. Knowing that I had never seen or had to use this key before, I was definitely frustrated with that response and lack of ownership on the dealerships part. Now, fast forward to about 2 weeks ago, my exterior patch finally gave out while I was driving on a major highway. I was forced to try to manage the situation under extremely dangerous conditions. No one could help me on the highway because I could not get the wheels off without the proper tool. I eventually made it to another tire shop which had to damage my rim to get the tire off and replace it. I know for a FACT I never received the master key to my wheel locks despite buying a brand new vehicle. I have no reason to lie. I feel various Landmark reps have been very dismissive of my issue and quick to point the finger at me. I even asked someone face to face when I went in for an oil change, and again their answer was that it must have been my fault for losing the key. I would like to request a new set of wheel locks with the master key and payment for my new tire that could have otherwise been properly patched from the inside if I had the necessary tools to begin with. I paid probably $45k (financed) for the vehicle and $300 for a new tire and labor.

  

  Business response

  09/19/2023

  Looking at the customers situation it is understandable for the frustration. I cant explain why the key for the locks are missing but the customer did have time from the initial flat to the second one to come in and have a key replaced or have the old set removed. Also had time to have the tire replaced correctly or had the spare put on. 

  We will be more than happy to give ************ a new lock set but ************ will be responsible for the repairs she paid for. 

   

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When to Landmark turned down the vehicles they offered me. A employee by the name of **** called me after he ran my credit ON HIS OWN the next day told me the car he had got me approved for. I came in and loved the car. The car start having issues something under the hood was jumping and the sunroof was broken. Took it back because they said they would fix it. They looked at it and called me stating theyd like to bag out the deal and sale the car to an auction. After they ran my credit down to the ground i am now with out and car. I was getting approvals with them, now Im getting NONE what so ever!! They have caused me to miss works and events I had scheduled because I was suppose to be in a vehicle. Just for them to fix the car and advertise it back for sale on the website.

  

  Business response

  08/21/2023

  The vehicle the customer wanted to purchase had too many issue to address and was sent to auction.

  Customer response

  08/21/2023

   
  Complaint: 20464767
  
  I am rejecting this response because:
  
  This is untrue, the car was fixed and placed back on yall website. In fact it was recently taken down. I have email proof from the *** *************** stating that hes sorry. **** calls are monitored and recorded so you can run the call back when sales manager ****** stated that its yall property and you all can do what you all want to do with it

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

  

  Business response

  08/22/2023

  We gave customer 3 options. 

  1. Keep the vehicle as is  - Customer Declined

  2. Get another vehicle that her credit would handle - Customer did not like the options the bank approved

  3. Option 3 was customer give us the vehicle and we would cancel the contract - Customer agreed to this option.

   

  Since then customer had another vehicle that was repossessed and customer now can not get financed on a vehicle. 

  Customer response

  08/22/2023

   
  Complaint: 20464767
  
  I am rejecting this response because:

  again this is untrue. I asked for the vehicle to be fixed! He didnt even want to fix the issue under the hood of the car that caused the car not to accelerate then accelerate. He advised me that it was best that he sold the car to the auction because the repairs would be a lot. I have all conversations recorded. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 18, 2023, Landmark Dodge in Altlanta, ** refused to honor a warranty contract on tires purchased thru Dodge in March 2023.. I was told to pay ****** if I wanted tire replaced on my 2017 Challenger. They also refused to align my vehicle. They charged a tire disposal fee when there was no tire to dispose of. have my warranty, in which they looked at on line, but refused to honor on the fact that the ins company was not open on Saturday. I am requesting a full refund, an alignment by a reptubille business of my choice., an apology, and better customer service.

  

  Business response

  06/19/2023

  Having a tire warranty does not guarantee that the warranty provider will approve or pay any claim! Warranty issues were thoroughly explained to Mr. ****** when he arrived here on Saturday 6/17/2023 asking to have his tire warrantied using the tire warranty he purchased, elsewhere. At that time it was explained to Mr. ****** that his tire warranty provider was CLOSED and did not accept claims on Saturdays. This was thoroughly and 100% explained to Mr. ******* His options were to wait until Monday so that we could file a claim on his behalf with his warranty provider, or pay for the tire and be reimbursed by his warranty provider. This same statement was also given to Mr. ****** by the person he was speaking with over the phone in front of me ( I assume it was his selling Dealer). Mr. ****** did not have to purchase our tire, he CHOSE to purchase the tire and have his warranty provider reimburse him. He could have easily gone to another shop and likewise we could have easily told Mr. ****** that there was just nothing we could do to help him at all until Monday. But as a Dealership we do try to help in any way possible, especially in a stressful situation. The ONLY way we could assist Mr. ****** on a Saturday, as he stated he was in transit back to *******, was for him to pay for the tire and be reimbursed by his warranty provider! Reimbursement from warranty providers is a common practice when a warranty company can not be reached to file claims. Furthermore, it is not our responsibility to provide Mr. ****** a free tire if we can not recoup our loss with his warranty provider. Mr. ****** speaks of refund for tire disposal fee. Georgia law REQUIRES tire disposal fees to be charged and this fee can not under any circumstances be waived, this is legally required by the state, as are taxes. Mr. ****** also at no point in time in any conversation with myself or my Advisor asked for an alignment. Mr. ****** has the right to acquire an alignment at any shop he sees fit, he never asked us for an alignment. 

  Customer response

  06/19/2023

   
  Complaint: 20204629
  
  I am rejecting this response because: As a Dodge Mopar dealership warranties contracts are supposed to be honored nationwide, According to *****. We were 5.5 hours from home and stranded. I have no intentions of being ripped off by these people. The warranty is thru them, As a result of their unscrupulous business tactics, I am shredding the Dodge credit card, closing the account. This is the first and last time I will purchase parts, tires or any parts thru a dealership. I have every intentions of spreading the word of their unprofessional  antics.
  
  Sincerely,
  
  *********************

  

  Business response

  06/21/2023

  While it is certainly within your right to reject. The fact remains, we would definitely honor the warranty but we have no way to submit a claim for the provider to approve or deny a claim on a Saturday when the warranty provider is closed. All of this was quite well explained to you in person. Understanding the fact that you were 5.5 hours away from home, the only thing we could do is ask you to pay for the tire and be reimbursed by the warranty provider. You agreed to that and your warranty provider will reimburse if provided the invoice. 

   

  Regards

  Customer response

  06/23/2023

   
  Complaint: 20204629
  
  I am rejecting this response because:
  This business was negligent in full8ng duties set forth by dodge and mopar.

  Refused to email diagnosis and receipt.

  Refused to honor contract agreement.

  Refused to repair tire which was a more economical route.

  Chose to go more costly because it was advantages to humans or his establishment.

  Took advantage of traveler vurnebilaty.

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

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The dealership called me and told me I brought a car online. Its in come pick it up but I never purchased anything. Then I called back up there they wouldnt give me any information and said I picked up the car already. When I never been there. They keep hanging up on me and wont give me any information

  

  Business response

  06/06/2023

  My name is ***********************, I am the General Manager Manager with Landmark CDJR of Atlanta. I have spoke with ************** and explained that we have no records or documents showing he ever bought a vehicle with **. Here at Landmark we do not give out any codes to pick up vehicles and do not deliver vehicles with out proper documentation from the customer. I am not sure who reached out to ************** but we have no records ever contacting him. If you have any questions please feel free to reach out to me at ************. That is my cell phone. 

   

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since 4/7 I had been trying to make a service appointment for my Jeep. The service department was closed for the weekend due to Easter. I contacted the on-line chat to schedule the appointment and was told someone would call. No one called. I made multiple calls since 4/10 and no one would make an appointment. My Jeep was towed there finally on 4/12, I called and spoke to ***** who confirmed it was there. He advised he would call me back and never did. I called Landmark Service again on 4/15 and was told that I was not in the system. A lady advised she would research and call back. I finally received a call from Rashi about 30 minutes later, he checked my car in and advise it would be **** days before diagnosing the car. I received a text confirming the work order and it has my address listed incorrectly, after telling ***** twice what it is. I have called to correct this and left a message but no response.

  

  Business response

  05/22/2023

  We do work by appointment. However, appointments are currently booked about 6 weeks in advance. Vehicles that are towed or dropped off without an appointment are worked in between our appointments. The average time to get a vehicle into our shop without an appointment is 7 to 14 business days.

  Tow drivers often tow vehicles to our lot without notifying ** that a vehicle has been dropped. ********************* vehicle was here for several days but we had no way to know as no customer or contact information was left with the vehicle. We found the vehicle on the lot, so we had a set of keys and a vehicle and no contact information as the vehicle, nor ***************** had ever been in to our location. ********************* vehicle had 6 different action items that we addressed on her vehicle. The repair was invoiced as complete ON 4/28

*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. ↩