Complaints

This profile includes complaints for Viva Dodge Ram Fiat of Las Cruces's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Viva Dodge Ram Fiat of Las Cruces

  860 N Telshor Blvd Las Cruces, NM 88011-8224

• 

  Viva Dodge Ram Fiat of Las Cruces

  1701 Old Pecos Trl Santa Fe, NM 87505-4758

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:11/08/2024

  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.

  On 11/8/2024, I took my 2022 Jeep Wrangler Sahara 4xe to Viva Jeep, Chrysler Ram Fiat of Las Cruces, NM for service. When I called to make the appointment, I explained that I had been driving my Jeep on the freeway when it began to shake violently and felt like the front wheels were going to fall off. The woman on the phone said, "no problem, your Jeep is under warranty. Bring it in 11/8 and we will run diagnostics." I dropped the Jeep off at 0930. At 2pm, when I didn't hear anything, I called Viva Jeep to follow up. I was told, "the mechanic drove on the freeway and the problem could not be replicated. When I inquired about the diagnostics, I was told none epuld be done as the Jeep is still under warranty, come and get it." 215 pm: Arrive at dealership and was told be ****** ** **** that no diagnostics would be done because the mechanic could not replicate the problem. I was actually told, "although your safety is important, the next time you are on the freeway driving 70-80mph and it starts shaking, get your phone out and start recording, that way you have actual proof." My warranty is only good for about 9000 more miles. They did not want to pay their mechanic to find a problem they would need to fix. They are trying to run the clock out on my warranty and charge me for new suspension or whatever the problem actually is at a later date. This ****** person actually provided advice that would put my life in danger and refused diagnostics because my Jeep is under warranty and they do not want to cover any problems covered under the warranty. Sincerely Disgusted.

  Business Response

  Date: 12/17/2024

  The repair process our service staff follows is attached, the first step of the process is to verify the customers concern. If we are not able to verify the customers concern at write up we cannot find the issue to be fixed. The customer was not able to demonstrate the failure to the advisor. We would be more than happy to test drive the vehicle with the customer again to see if the vehicle demonstrates the issue. 

• Initial Complaint

  Date:08/03/2024

  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 purchased (with a loan I am still paying off) a 2019 Jeep Wrangler in 2021 in perfect working order. In December of 2023 I started having battery drainage issues with the vehicle, it would be unable to start on its own. When jump started the vehicle stayed on, but if you turned off the vehicle and left it off for about 1 minute it would drain to the point where it could not start on its own again. I took it to my local Jeep certified dealership on January 29th, 2024 where they allegedly fixed the issue by February 19th, 2024 by replacing the whole radio system. The vehicle drove fine for about 2 weeks when it started having the same issue. I reported the issue to Jeep Customer Service again on March 7th of 2024, and dropped the vehicle off at this location on March 30th, 2024. They still have it but they have not kept me updated or in the loop as to what is going on with it. Everytime I call, the service department is to busy to answer so I have to either leave a voicemail or call back to attempt again. They have yet to give me a call back as of right now. In the past they have refused to state how much longer they’ll need to diagnose the issue or claim the vehicle un-repairable. Their communication and transparency is non-existent at this point.

  Business Response

  Date: 09/27/2024

  Verbal Response: The vehicle had been repaired. The consumer picked up and then returned the vehicle. We have tested and not found any issues. We informed the consumer of this and he can pick up the vehicle. 

• Initial Complaint

  Date:02/19/2024

  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.

  The engine on our 2018 Jeep Wrangler began over heating and we took it to Viva for repairs on January 11. It remains in their shop to this day, February 17. Over this period of time we have attempted to communicate with the service department on updates often times leaving messages with no call back. We then had to drive to the dealership to get updates. During this time we have been given a continuous line of excuses as to the delay in repair. Initially it was there were 7 or 8 vehicles in front of us, then the mechanic identified the problem and they were waiting on our authorization to continue, which had been previously given. Then the parts had to be ordered during which time the delivery trucked crashed and no one in this world was able to access the back of the truck to access the parts, so they had to be reordered. After the parts arrived, their mechanic determined it was another issue and more parts ordered. By this time the bill was $2,300. Then there was another problem the mechanic couldn’t identify. During this time period they were waiting for authorization to continue which was previously given. Most of these waiting periods, we had to drive down and contact them instead of them contacting us. Then the mechanic said he found a small cut in a hose where the hose needed to be replaced to continue the diagnostics. After going through another waiting period for authorization they said parts had to be ordered, and the service department assured us they would keep in communication with us but have not. So we continue to wait. During this process with the service department we have been polite and patient, giving them the benefit of doubt. Even during this time I felt, as I feel now, they have continually lied to us, they are replacing parts that may not need to be replaced to drive the cost up, and now I question the quality of work we’ll get, feeling we’ll get stranded on a remote mountainous area due to their crooked incompetence.

  Business Response

  Date: 09/27/2024

  Verbal Response: Vehicle was brought in for a misfire issue. Found it needed ignition coils. Consumer brought vehicle back for overheating. Diagnosed cylinder gasket was warped. We informed consumer it was not covered by warranty and they deiced to take the vehicle.

  Customer Answer

  Date: 09/27/2024

  Complaint: ********
  
  I am rejecting this response because:
  
  Regarding this incorrect response from Viva 
  Motors of Las Cruces, to begin with I never declined an opportunity to repair the Jeep, even though we were correctly informed by another dealer it needed a new engine. After the Jeep being at Viva Motors for a couple of months, and after enduring their continuous lies coupled with lack of responses, and obvious lack of knowledge, along with around $2,300 repair expenses that never repaired the engine, (parts replacing) then I took it out from their dealership. 
  

  Since another shop replaced the engine, did what they promised, no lies, no lack of response, accurate knowledge, and no price gouging, the Jeep is working great. 
  

  Viva Motors of Las Cruces can NEVER make it right with me other than to start treating others with honesty. 
  

  I will spend the remainder of my days dissuading people from using Viva Motors of Las Cruces and falling into the same trap as I. 
  
  Regards,
  
  ****** *******

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:01/24/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 am ***** *****, on July 2019 I bought a 2020 Jeep Gladiator Rubicon 4x4 Launch edition VIN# 1**************** at Las Cruces, NM location. Several days after it was displaying all kinds of warnings in the display, I took it to Viva Doge Las Cruces and they performed an update. The warnings were turning on and off. After that I started having issues with the transmission I took it to have check but they told me it will be 2 week to have it check. I took the car to ***** **** to have the transmission fluid to replace to see if this will solve the problem and it did not. Took it back to Viva dodge las cruces and they told me the transmission need it to be replace. After almost a month at the service department they concluded that my warranty was void due to the fluid type listed on the ***** **** invoice was incompatible for the vehicle. Contact ***** **** and they stated they use the correct oil. I bought a new transmission out of my pocket have it replaced in Viva dodge El Paso. I continue have in issues with the transmission and warning messages in the screen. I ended up trading in my dream car because of all the issues it has since I bought the vehicle and because I don’t feel safe driving the vehicle.

  Business Response

  Date: 02/05/2024

  We are very sorry to hear about this experience you had, Mr. *****, Our customer satisfaction is our upmost highest priority and we will always do what is right by the manufacturers' guidelines to take care of our customers. We take your issue very seriously and have been reviewing the case, looking at the situation from all the different angles. We understand your frustration and hope you can also understand where we come from as a service center for the manufacturer. You purchased your vehicle in July 2019 but did not bring in the vehicle to Viva Dodge for a transmission issue until June 13, 2023 that is the first repair visit to Viva Dodge Las Cruces where we performed the update. According to the paper work you supplied from ***** **** the date on the invoice is June 6, 2023, That is 7 days before your first visit to Viva Dodge the first time when we performed the programming, which is the first step of the diagnostic procedure for the concern listed and given by the manufacturer. According to your allegation that you brought the vehicle to Viva first and then ***** **** after the program is incorrect; according to the documentation that you supplied from ***** ****; it shows the vehicle was serviced at ***** **** before coming to Viva for any transmission concern. When the vehicle was brought back on July 26, 2023 the vehicle at this time had a check engine light, following the manufacturer diagnostic procedure we had to take a fluid sample and send to the manufacturer for warranty approval. The warranty denied the claim due to fluid color being a different color than the OEM fluid. We advised the customer and the customer decided to take the vehicle and repair on his own. As an entity of the Jeep we must follow the policies and procedures put forward by Warranty administration manual published by the Manufacturer. 

  Customer Answer

  Date: 02/06/2024

  Complaint: 2*******
  
  I am rejecting this response because:
  I took the vehicle to ***** **** because it will be in  2 weeks to check the transmission and I didn’t fell safe driving it like that.  After almost a month you are declining the warranty on the transmission due to the fluid type listed in the  invoice is incompatible and ***** **** states that’s the right fluid.  I provided a copy of the compatibility by ***** ****.  After changing the transmission I continue having issues with the transmission and warning messages in the screen that’s why I took it to ******* park dodge to have it check and that’s when I treaded in because I didn’t trust the vehicle anymore.  The other  issue was the warning errors in the screen that started since I bought the vehicle. I think I have a Lemon vehicle.
  
  
  Regards,
  
  ***** *****

   

• Initial Complaint

  Date:11/15/2023

  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.

  see attached Charged excessive amount for labor, did not replace wiring harness just taped it up and took 14 days to do that

  Business Response

  Date: 11/15/2023

  We are very sorry to hear about your experience. After researching the visit the customer brought the vehicle in and had rodents get into the electrical harnesses and eat the harness in multiple locations. Before performing the repairs we advised the customer to make a car insurance claim and the customer decided to approve the repairs for the wire repairs and pay out of pocket. There was never any parts quoted or nay parts needed. We only needed to perform a wire repair. After the vehicle was picked up we were contacted by an insurance adjuster asking for pictures of the vehicle and we advised the insurance the vehicle was already repaired and back to the customer. We are willing to double check our work performed on the vehicle but our technician is a level 3 master ***** technician with over 20 years of experience. 

  Customer Answer

  Date: 11/27/2023

  I was sent a email from viva with est and what would be done. I can no longer access email said it had a time limit on it. Any half way decent mechanic would have put new wiring harness on rather than tape up chewed one. Another part that viva said would not be available until April 2024 had my mechanic check on  He could not find anything wrong with it. But viva wanted to replace for more money. Regardless of having insurance or not you way over charged and took 14 days to do it. Also check engine light was still on  when I picked truck up. You were mad that I did not want to trade vehicles with you.

• Initial Complaint

  Date:09/28/2023

  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.

  I bought a 2022 Durango in July 2022, at the first oil change I informed the service department of window tent bubbling, and passenger side carpet coming undone this continued every oil change, was told each time I would be called and never was. I walked in to make an appointment and on Sept 5/23 they kept the car for 6 days, I was told that the window tent had to be taken to another shop they would call me with a place they have yet to do so. My carpet is still coming out was told " carpet coming up is normal". I would just like my new car to be nice.

  Business Response

  Date: 10/17/2023

  Hello,

   

  The customer purchased a new car and would like to make this right for him, if we can set him up for an appointment to do the window tint, and also look at the carpet. I will personally look at it myself. If you can have the customer email me directly at *********************************** thank you.

• Initial Complaint

  Date:01/09/2023

  Type:Order 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.

  On a road trip in late November 2022, I was having engine problems with my old car and stopped in Los Cruces NM to buy a new car from Viva Dodge Fiat Jeep Chrysler ********* ***** ******). As part. of the purchase, I agreed to buy several service contacts as follows: DOWC Assured Shield Exclusionary Wrap for ***** dollars, DOWC 360 Shield for **** dollars, DOWC Key FOB for ***** dollars and DOWC Roadside for *** dollars. I was shown paperwork detailing the coverages but did not receive copies of the service contracts or DOWC Contract Numbers for three of the four contracts. I was able to call DOWC *************) and verify coverage with the DOWC Assured Shield Exclusionary Wrap because I had the contract number. But I was unable confirm coverage for 360 Shield, Key Fob, and Roadside without contract numbers. If coverage for these three contacts currently exists I would like the contract numbers and contract coverage details. If coverage for these three warranties was not purchased I would like a refund. I have contacted the dealer on three occasions via email and have not recieved contract numbers or contract details.

  Business Response

  Date: 01/10/2023

  I pulled up the information and will be emailing his contracts.

  Customer Answer

  Date: 01/11/2023

  My guess is that this business resolved this issue within one hour of receiving this complaint. !!!

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

• Initial Complaint

  Date:08/16/2022

  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.

  Brought in my car for a Warranty repair under Mopar Extended warranty in or about October 2021. It took around 3 months for the dealership to get the approval to begin working on my car. During this time they assigned Ms. Nicole who would call me once or twice every 2 weeks to keep me updated. Once the repairs were approved (in or about Jan 2022) Ms. Nicole then conveyed a new issue: the part they needed (engine long block) was on back order and the dealership had no ETA to share. This went on week after week, I kept getting the same call from Nicole providing me with the no ETA answer. It was evident that no effort was being made by the dealership to help expedite this repair. In or about April 2022 in order to help expedite the process I decided personally call Fiat Customer Support. A case was opened and I was assigned Ms. Arica to assist in providing status of the part. Another 2 and a half months went by when I finally received confirmation on 13 Jul 2022 from Ms. Arica that the engine was shipped to be delivered to the dealership the week of 18 Jul 2022. At no point the dealership called provide any updates during the wait time for the part. After another month went by without any updates when I finally decided to call the dealership. The engine had been in the dealership's possession now for about a month at this point. When I called they they kept on telling me that no service advisor was available to help and asked for my phone number to call back but no call back was made. Finally I decided to keep calling instead of waiting for them to call but for another day they would do the same (take my number and don't return the call). After many tries, I finally spoke to someone who told me that they have the part but they have a place to work on my car (In almost 8 months, really!?). All this time I have been without my car. This is definitely not reasonable waitime. I would ask of them to finish the job & to extend my warranty for the amount they took to fix it.