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:02/17/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 2012 ***** **** from Lithia Chrysler on 2-1-2025, in the amount of $3000.00.Was informed nothing wrong with the car and I informed him it was crucial needing to know because it was for my teenage daughter, and she needs reliable transportation. He assured me nothing to worry about. Asked when the oil was last changed, he said they don't do that on used vehicles before selling. So, I took to ********************* to have them do it and they said it has a oil leak and burns oil smells bad. So, the dealership new there was something wrong with the car they just wanted to take advantage of a ********* I know this was sold as is, but there has to be something we can do since having problems driving it off the lot and being lied too.

• Initial Complaint

  Date:05/28/2024

  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.

  ****************** of transportation at the scale during an inspection told me they could cite me from my drag link nuts being welded, and if I came back through it in that condition they would. I brought my 2018 ram 2500 to the alignment shop to get aligned, They told me it was not alignable due to the welded drag link nuts. I then brought my truck to Lithia Dodge. Billings got it aligned ask them to repair properly at their cost. They charged me full price to align my truck and told me the drag link was my problem even though they welded the nuts on. Now, at this point, Im out the cost of alignment and I am scared to drive by a scale, even due to the fact that I could get cited, I am also concerned for my family safety as if I have a problem and have to get my truck aligned anywhere. It would have to be towed to a Dodge dealer because nobody else will touch it because it is a safety issue too well on the steering.So now per the **** I am driving a truck illegally because the steering drag link is welded and I am worried about the safety of anybody with me. Spoke to Dodge and they said not there problem.I dont understand how this was legal or moral

  Business Response

  Date: 06/10/2024

  Re: Rebuttal to Customer Complaint *******
  Dear Sir/*****,
  We are writing in response to a complaint filed by *********************** regarding their 2018 Ram 2500 and our dealership, Lithia Dodge in Billings. We appreciate the opportunity to address the concerns raised by the customer and provide our perspective on this matter.
  Customer's Complaint Summary:
  The customer has raised concerns regarding the alignment and repair of the drag link nuts on their 2018 Ram 2500. They claim that during an inspection by the ****************** of *************** it was found that the drag link nuts were welded, making the vehicle non-compliant with DOT regulations. The customer states that they were charged for an alignment and were informed that the drag link issue was their responsibility, despite the fact that the nuts were welded during a recall procedure.
  Dealership's Position:
  1. Recall and Repair Procedures: According to the safety recall V06 / NHTSA 19V-021, the drag link on certain vehicles, including the customer's, *** have been built with a steering linkage jam nut that could loosen. The recall remedy involves welding the nuts if torque values meet requirements. This procedure was followed correctly for the customer's vehicle.
  2. Original Ownership Requirement: The recall repair provisions stipulate that FCA will cover the cost of repairs for the original owner of the vehicle. The customer is not the original owner of the vehicle. As such, the cost of any further repairs or alignments falls outside the scope of the recall coverage provided by FCA.
  3. Alignment Charges: The customer was charged for the alignment service performed on their vehicle. This service was necessary and unrelated to the recall repair procedure. The charge for this service was standard, and the customer was informed beforehand.
  4. Safety and Compliance: Our dealership adheres to all safety and compliance regulations. The welding of the drag link nuts was performed as per the recall instructions to ensure the safety and integrity of the vehicle. Any subsequent issues arising from this procedure should be addressed with FCA directly, as they are the governing body responsible for the recall guidelines.
  5. Customer Notification and Support: We have communicated with the customer regarding the ownership stipulations and the reasons why FCA will not cover the cost of repairs for non-original owners. We have also advised the customer to reach out to FCA for any further assistance.
  In conclusion, we at Lithia Dodge have followed all required procedures and guidelines set forth by the recall notice and FCA. The customer's vehicle was serviced correctly, and the charges for the alignment were justified. We regret any inconvenience caused to the customer, but we must adhere to the policies established by FCA.
  We hope this clarifies our position on this matter. Should you require any further information or documentation, please do not hesitate to contact us.
  Thank you for your attention to this matter.

  
  Sincerely,
  ***************************
  Lithia CJDR of Billings
  ************
  ************************************

  Customer Answer

  Date: 06/13/2024

   
  Complaint: 21771032
  
  I am rejecting this response because: per your service department and service manager this is a patch/ duck tape job that they are not proud of and they both believe at the least you should provide a new drags link and alignment. No other shop In the nation but dodge will align my truck now. So if something breaks and they wont align it do you plan to pay the tow bill to get it to a Dodge dealer? Just because I am the second owner of this truck and they had the recall done to trade it in does not make me less important in any and suggesting that in your response is flat discrimination. Additionally, Item 10.c.(2) of the **** North ***************** Out-of-Service Criteria (OOSC) prohibits
  "any obvious welded repairs)" of the front axle beam and all steering components other than the steering column (including hub) to include the drag link assembly.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/30/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 **** Explorer from them in June. I purchased this vehicle with the condition that the check engine light would be addressed, they returned the car to me three days after they said they would and said they replaced the battery, they did not. Three days later the engine light came back on, I made an appointment and they changed 2 ignition coils. 2 weeks later the air conditioner, backup camera and door panel broke on the car. It took them 2 months to fix the air conditioner they will now not return my calls to finish the job. Also while fixing the air conditioner they damaged my remote start so I would like them to address this. While trying to get these services I was treated very disrespectful and at one point was told what do you expect when you buy a used car? I have made over 10 phone calls to them and they either transfer me to another employee or say they will return a phone call and never do.

• Initial Complaint

  Date:04/13/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Purchase our truck on March 2022 since that there have been a number of different recalls and issues:1. The recalibration was malfunctioning - maybe times - had it checked in August 2022 and December 2022 2. the DEF blue was malfunctioning - had this taken care of in December 2022 3. The radio has some issues - anytime I received a call from my phone, the bluetooth picked it up, but then disconnects off and on throughout the call, each time. This has not been taken care, dealership does have it on record that it does this, however, nothing was fixed.4. The dipstick recall - has not been fixed 5 The engine recall - has not been fixed My concern is that neither the dealership here by me, or the original dealership has not once reached out to us so they can fix these recalls. Our name is on the list since February, when the last recall was announced. Also in our app for Ram - it shows no recalls. This can be a huge problem. The app says nothing, and yet there are still those few recalls out there to be fixed. I can tell you the last time when we put our names on the list, that there aren't any parts, however, if Dodge Ram doesn't have parts and our engine catches fire, this could be a big big problem period. The letter we received from Dodge, states to not part your vehicle next to another vehicle, due to catching on fire. Where do you suggest us to part it??? Plus we haul our trailer with this truck, not what?

• Initial Complaint

  Date:04/10/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 a used 2019 Buick Encore from this Lithia in October of 2022. We also purchased a service oil change agreement based on the suggestion of the finance person who helped us. (*****) *********** agreement was pitched as refundable. We were told if the car was sold or traded, we would be entitled to a full or prorated refund of said agreement depending on the number of times it was used. The vehicle ended up being too small for our needs and was traded to another dealership before any services were performed. We notified the dealership via phone we were trading the vehicle and asked what process should be followed to receive a refund on the service agreement and were told by ***** to make the trade and once the lean was paid off to provide the paperwork to Lithia and we would receive a refund. We now have the documentation the lean is free and clear and Lithia is refusing to refund the $749.00. What we have been told is the back of our agreement stipulates that the trade must be made to a Litha dealership. We have the original documentation we signed at the dealership. It does stipulate the agreement is pursuant to the front and back of the document, however, the back of the document they provided us is blank. Any information on the back of that document was not provided to us at the time of purchase. In addition, this stipulation was not conveyed verbally at the time of the agreement, nor was it conveyed when we called about trading the vehicle.

• Initial Complaint

  Date:01/05/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My wife is from *********. She said she wanted to go look at cars because she may pass her driving test in March. I am not sure how they talked her into it but a salesman sold a car to her. A 2021 ****** Sentra with 63k miles on it for $25,000 and a piece missing of the rear top. I was not there nor did I know she was going to purchase a vehicle. She is pretty good at English but does not understand all the legal terms we use here. She did not test drive it, she does not have a valid drivers license. Not sure how they even got her insured. They took total advantage of her and her lack of knowledge in purchasing a vehicle and her not understanding our English terms fully.

• Initial Complaint

  Date:12/09/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 the dealership after they reached out to me asking if I wanted to refinance my vehicle for a lower interest rate and payment. My loan was approx. $4600.00, I left understanding I refinanced my car for the charge of *******, which included a warranty. I was shocked to see my new balance of $9,952.24. I did sign the documents under the verbal description of what I thought I was signing. I never would have agreed to have them resell my car back to me for double the price plus a doc fee, plus a warranty. No one would agree to that. I have also been informed I don't have to have gap insurance. Also I called the lending institute and they informed me they don't due refinances at all.

• Initial Complaint

  Date:10/25/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 bought a new Dodge Charger in January of 2022. I took it in to have the first oil change on 7/28. On 8/2 the power steering failed. The car is under warranty. Lithia Dodge had my car for a whole month. I got my car back on 9/1. It was filthy, and out of gas and wiper fluid. They were "out" of loaner cars during this month long period and I had to get a rental car at my own expense, not to mention I was still responsible for my regular car and insurance payments for this month. The same issue (power steering failure) happened again on 10/17. Today (10/25) I got the attached texts stating that a "mouse or rabbit" chewed the wiring and this is not covered under my warranty, and the repair will cost $678. I live in an apartment building downtown with a private gated parking lot, not in a field. Nobody else in my building has had issues with "mice or rabbits" chewing their wiring. Also I am wondering why this wasn't found the first time the power steering failed, a couple days after my first service, when they had the car for an entire month. I call BS. I am done with Lithia Dodge and their slimy service department. I cannot for the life of me understand why these mediocre white men think they are smarter than me, or that I will fall for their c*** I am requesting a buy back of the vehicle for the amount I still owe on the loan.

• Initial Complaint

  Date:06/27/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Transmission of truck went out and needs replacement. Was told the warranty the dealership had sold me would cover it but then it was denied due to the lift and tires on the truck which were like that when I bought it from the dealership. They told me I should have read the fine print and continue to deny my claim knowing that they sold me a warranty that would be void as soon as I left their lot. I believe that my vehicle should be repaired and have been told by others within the dealership and their partner dealership, Lithia ******* that it should be covered but they continue to deny me and refused to help me get the work done. They told me I can cancel the warranty and they will prorate it for me but that does not solve my problem. I have had to tow my truck back and forth because of them telling me they will repair it and then they wont and that it is my problem and good luck. I just want my truck fixed!