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Business Profile

New Car Dealers

Lithia Chrysler Jeep of Reno

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/10/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 viewed and purchased a 2022 jeep gladiator. Put $10,000 dollars down and signed the contract and financed $43,000. I came to pick up the vehicle two days later and they said they sold it to someone else. When I asked the managers about it. They stated that they didn't know anything about it and offered no resolution other than cancel the loan and give me a letter for the credit score.

    Business Response

    Date: 12/11/2024

    We apologized for the mistake in our DMS not showing the vehicle had already previously been sold as it was in the shop completing smog and safety inspection, we returned customers down payment as well as did not process a loan. We will diligently look for a replacement vehicle as discussed with customer and reach out to him when we locate one as discussed with him on 12/10/24.

    Customer Answer

    Date: 12/11/2024

     
    Complaint: 22667720

    I am rejecting this response because:

    I was not contacted by the management team, I had to take a day off of work to speak with them. When I arrived the mechanic told me he had heard what happened and he was sorry. I thanked him. I then asked the manager what I was supposed to do and he stated and I quote "I don't know anything about it." Which made me feel like I was being lied too since they repeat several times through the sales process that making the customer happy and satisfied with their experience is their ultimate goal. So when a customer finds their dream vehicle and closes a legal deal for it, only to be notified days later that it was sold an entire week earlier to someone else and the manager has no clue of what happened in the business he is supposedly managing and no guidance of what can be done or what I should do about the down payment, the new loan, and the hit to my credit. The mistake was theirs and they brushed me off to get rid of the their problem. The sales man said they could get another vehicle and add the accessories to match the vehicle I signed for and the manager didn't know about that either. No documentation for a offer of resolution at all. So, I asked for the down payment check back. I then filed a complaint. Until they offer me a comparable vehicle with the same accessories and fuel type then I cannot resolve this complaint.

    Sincerely,

    ***** ******

    Business Response

    Date: 12/12/2024

    we do sincerely apologize for this breakdown in communication on our part, we are currently searching for as close of a match to the same unit as possible.

    we will reach back out soon with what we have found.

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

  • Initial Complaint

    Date:10/24/2023

    Type:Order Issues
    Status:
    Answered
    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 have asked Lithia to remove me from their lists. I do not have any further connection with them after moving my loan to capital one. They continuously call/email/ and mail requests to buy my car. They continue to access private information including my new physical address, that I never provided to them. When requesting to remove this I am hung up on by customer service reps, directed to other teams, and complete ignored. Their response is there’s no list - which seems innaccurate given the tracked and categorized data included in the letters they send to. I simply want to be placed on a do not contact from all of Lithia and specifically the one in Reno NV

    Business Response

    Date: 10/24/2023

    We will remove customer from our data base.

  • Initial Complaint

    Date:06/08/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 thoroughly exhausted by this business. Truly wish I hadn't got my vehicle here and continued to bring it back to be disappointed. I've been dealing with the same problem for roughly two years and have had a couple of things fixed but still haven't had the droning noise that I made my initial complaint about fixed. I do suspect they may have sold me the vehicle with this pre-exsisting issue since nothing occured that I know of that could have caused said issue. I've had multiple appointments canceled on me and have wasted my time bringing my vehicle in only to be rescheduled multiple times. I work 2 jobs and have an extremely busy schedule and struggle to find time to go in as it is. I feel like Lithia couldn't care less about my time OR my safety. Today I was turned away because my long standing issue wasn't booked under the same representative as it was in the past which I find to be ridiculous. I booked that appointment while talking to their staff who assured me I could book with any representative. Now I get to wait an additional 3 weeks to see if maybe the issue will get fixed this time around. EXTREMELY disappointing.

    Business Response

    Date: 06/12/2023

    We apologize for the service and treatment you have received so far. Customer has an appointment scheduled June 26th with myself and the assistant service manager and we will see what we can do to try and get the concern resolved.

  • Initial Complaint

    Date:07/03/2022

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    2 July 2022 Car salesman agreed to a trade in value and purchase value for a new car, stated in writing. Next day when I came back to finalize paperwork, they had increased the price by $30,000 and decreased the value of my trade-in, and would not provide me with the paperwork from yesterday. Sale did not occur. I would like to remove the credit inquiry from my credit report as the business wasted my time with their dishonesty & attempted scam.

    Business Response

    Date: 07/08/2022

    We have gone back over the paperwork with the customer and waiting for response. We apologize for any miscommunication and want to make sure customer is happy with the purchase.

  • Initial Complaint

    Date:06/01/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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 2011 chevy camaro at this establishment. The first week the battery died. Within the first year the transmission went out and now the engine is blown at 81,000 miles. My warranty covered the transmission and battery. I just feel that I take good care of my car and is should not have a blown engine at only 81,000 miles. I've talked to them numerous times and they aren't willing to help me. I even tried to get into a new vehicle but they weren't able to work wirh me because my credit is bad.. I just want some help putting a new engine in my car because I strongly feel that I shouldn't be paying $304 a month for a car that has to remain parked. I didn't want to take it this far but I was told by a family friend to reach out to you guys. The car has had major problems and I don't want a new vehicle I just want a new engine. I always kept up with oil changed and engine maintenance. I know engine are made to last forever but it has very low miles and should not be already blown..

    Business Response

    Date: 06/02/2022

    We apologize for the situation you are in with your vehicle. We can offer a discount on parts and labor to replace the engine. Please contact the service manager and he will assist in that discount. 

    Customer Answer

    Date: 06/06/2022

     
    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.

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

Lithia Chrysler Jeep of Reno is NOT a BBB Accredited Business.

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