Complaints

This profile includes complaints for West Hills Chrysler Jeep Dodge's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  West Hills Chrysler Jeep Dodge

  900 W Hills Blvd Bremerton, WA 98312-6300

  
• 

  West Hills Chrysler Jeep Dodge

  PO Box 4760 Bremerton, WA 98312

  

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:03/26/2025

  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.

  I had my jeep in for maintenance on several items. One of which was to replace the to replace a leaking door seal. After it was replaced, it leaked more than before the replacement. I stopped by the dealership to see what they could do. I was told in is now my issue. The would not even look at it to see if it was installed correctly. This work was done on March 21 & 21 of 2025. Discovered the issue on 3/23/25 when it was raining. Went to dealer on 3/24/25. The repair was less than 48 hours before failure.

  

  Business Response

  Date: 03/28/2025

  Service advisor miss spoke to customer in regard to the warranty on the work we performed. We are bringing the vehicle and diagnosing at no additional charge to customer and will verify the repairs fixed the issue. Customer has scheduled an appointment for drop off 3/27/2025

• Initial Complaint

  Date:02/20/2025

  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.

  We traded in our 2021 Dodge Ram Rebel at West Hills Dodge and purchased a 2021 Dodge Ram 3500 Limited. Currently, we have not fully paid off our loan with ******* ($22,500), which has resulted in us making payments on a vehicle we no longer possess while also managing payments on our newly financed vehicle. We have been in regular communication with *******, and they indicated that the initial check was sent to the incorrect ******* branch and was subsequently cashed. ******* then refunded the amount, and another check was issued, which has yet to arrive at *******. We kindly request a prompt resolution to this matter, as we are unable to sustain payments of $800 on a truck we do not own, in addition to $1,200 monthly for the vehicle we currently have, without risking an impact on our credit.

  

  Business Response

  Date: 02/21/2025

  Response to customer concerns stated in Concern #********
  
  We Sold *** ******* a vehicle on 12/26/2024 and sent the payoff to their trade to ******* in the **. The check was cashed and then refunded as it was not the TD in bank in the ** but TD of ******. We reached out to the bank regarding the payoff and was advised to send the payoff check to their PO box, regular mail, as overnighting to a PO box will not work and they do not except mail at their physical address. We were also advised to send it regular mail (our normal business practice is to overnight payoffs, so we have a tracking number attached) because of the hold-up in customs usually delayed the mailings. We reached out to the bank on 2/21/2025 and were not able to get a physical address nor were they willing to let us know if they had received the check yet. We are in communication with *** ******* and they are understanding about the situation. 

   

   

  **** ****

  General Manager 

  West Hills CJDR

  Customer Answer

  Date: 02/28/2025

   
  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,
  
  **** ******

• Initial Complaint

  Date:10/31/2024

  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.

  I purchased a 2023 Chrysler Pacifica on August 9th of 2024. I purchased a 6 year extended warranty at that time. On September 15th the check engine like came on. I called West Hills Chrysler Dodge Jeep Ram dealership and scheduled an appointment for my vehicle to be inspected on October 4th. I was offered a rental car and told by the manager that the rental car expense would be reimbursed through the companys new customer care program. The dealership held my vehicle for 5 days. On October 9th I called to inquire on the status and was told the mechanic had not yet conducted an inspection. I asked to speak to the manager to make a complaint and the manager told me hed have his mechanic look at it immediately. The manager called me back later that day to inform me that the vehicle computer system had not been learned causing the check engine light to come on erroneously. The manager stated the computer system should have been learned at the factory before the car was released to the public. The manager informed me the me mechanic fixed the issue and the car was ready to be that same day. When we picked up the car I complained about being charged for 5 days of a rental car when I had an appointment to have my looked at on October 4th. The manager assured me I would be refunded the cost of the rental car. He gave me a packet with directions to submit it via e-mail to their ************************* I submitted the claim for reimbursement and it initially denied on October 21st under case # ********. I called the ************* phone number that same day and was told my case appeared to be mishandled and the it was going to be reopened and escalated. I was told I would hear back within 1 business day. Ive been calling the number since then and they either hang up on me or keep me on hold for over an hour without answering my calls.

  

  Business Response

  Date: 11/01/2024

  We did accept and repair Mr. ******** 2023 Pacifica as noted. The Pacifica was serviced and repaired under his Chrysler warranty.Rental car coverage is included by the manufacturer. Chrysler has a process for customer rental car reimbursement that customers follow. Mr. ******* noted he has started the claim process to receive his rental car reimbursement from Chrysler. We are here to assist Mr. ******* at the dealership level with this issue in any way we can. Please feel free to reach out to the General Manager **** ******** ************.
  
  Thank you

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 22499029
  
  I am rejecting this response because: the number the General Manager provided in his response to this formal complaint was to a private residence that was not affiliated with the company.  Furthermore, I did submit the request as the General Manager stated but it was denied by the company. The attachments I submitted in my original complaint show the rejection e-mail from the company.  The General Manager had assured me that my rental would be covered when my vehicle was in their possession for the inspection. I was instructed that all I needed to do was submit the packet the dealership provided me to the company via e-mail but they did not honor the agreement by denying my request for the rental car refund.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:05/15/2024

  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.

  Repairs accomplished. Less than 30 says later broke down with same issue. They will not repair. Got money and done. Towed vehicle to them, general manager said they would repair. Had vehicle towed to lot. They towed to different dealership. Unknown to me and still at unknown dealership. 3 days and counting!

  

  Business Response

  Date: 05/17/2024

  We did attempt to assist **************** with the repair of his Ram truck. As **************** noted we did complete the repair of his truck and returned his vehicle to him. Unfortunately, **************** did have another issue with his truck sometime later. On return of **************** truck we experience issues with **************** and his conduct on the phone and in person with managers and staff.After multiple issues with ****************, we made the decision to end a business relationship with him.  **************** had his service bill refunded and we moved his vehicle to a different repair facility. We truly hope **************** vehicle issues will be fixed to his satisfaction. We strive to provide all customers with outstanding service; however, we will not allow our staff to feel insulted, berated, humiliated, and unsafe in the course of doing their jobs.
  
  Regards,
  
  *************************
  General Manager
  West Hills CJDR
  Phone: ************

• Initial Complaint

  Date:04/23/2024

  Type:Service or Repair 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.

  The check engine light came on in my Jeep that is still under warranty so I took it into the ************************ Unfortunately it has now been into the service department 3 separate times and still the problem has continued. They dont even look at the vehicle until the day after they tell you to bring it in.

  

  Business Response

  Date: 04/25/2024

  The customer did in fact have 3 previous repair visits . 

  3/21/2024 Customer arrived with a symptom of a check engine light that has consistently been on and off for months.   

  Following the Chrysler diagnostic tree we found a failed EGR Valve and tube    once diagnosis complete, sought authorization from 3rd party warranty and ordered parts.  Customer to return when parts arrive for repairs. 

  4/2/24 Customer arrive for parts installation and also had 3 maintenance services completed and an oil and vehicle test driven 5 miles after repair.   Completed and delivered same day. 

  4/17 Customer had check engine appear on after previous repair.  Pinpoint testing was unable to identify leak or failed part.  Published diagnostics inconclusive. Reperformed EGR relearn procedure. Test drove vehicle multiple times/ cycles equaling 41 miles and code did not reappear. 

  4/23 Customer stated check engine was back on. Found a stored code for EGR Valve flow.  Performing combustion chamber cleaning to rectify the issue.   Have not completed repairs at this time to verify if repairs have resolved the issue.   Customer is not being charged for this repair as a courtesy for the inconvenience.  

  We have been in contact with the customer and kept him updated about the process.  

   

   

  Customer Answer

  Date: 04/26/2024

   
  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,
  
  *******************************

• Initial Complaint

  Date:01/26/2024

  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.

  purchasea 2020 ********** , December,2022, brought the car back for the windshieldwipers to be replaced , then the second time for a radio to be replace, the lady told me it will take 2 weeks , I agreed since I had the *** to drive to work, I wanted 2 reliable cars so I can drive to work, I work in ********. First I purchase a 2011, **** truck, a car with lost of problems, the lady won'***** back, I had to paidout of pocket becauseof waiting for ****** back, she never did, so we went again put it throughthe computer, they wanted another 300 plus to get fixed, I had paid over $400 already, so we traded it for the **********, a weeks later the windshieldwipers were down to shreds, replaced, then the radio, I was told it will take about 2 weeks because it needed to be ordered., 3 weeks went by, we called, was giving the runaround, no call/text or email. after 5 months called again, Nothing, then my *** was stolen, I had no car to drive to work, had to get a rental, while still paying for a car, the **********, never missed a payment/insurance, I took them to small claims we didn't resolved then problem, the ** said he replaced the battery and to come and pick the car up, we did, drove it to work for a few days then the electrical emergency lights came on, very, very stressful drive back to Kitsap, I could had caused a big accident, people drive like maniacs in the freeways here in King/ Pierce County, I was so stress I was getting sick to my stomach, I can't believed the ** told me he said he installed a new battery, when I finally made it home, parked the car, never started again. I have pictures of everything, finally a month later the ********** was towed ,to the dealership, I trulythey don't Inspect the cars before they sell them, 3 days later the lady called and toldme to come and get the car, Now they'recalling me all the time, told me it was the BATTERY??? really, I was told it was a new battery, First the windshield wipers, then the radio, The *** was stolen, had no car to drive to work, drove the **********, the electrical light came on, stressful driving home , could had caused a big accident on the freeway, I want terminate my contract with this dealership I want to be reimbursed for all the money I did paid when the car was in the dealerships lot, while I didn't had a car to drive because of my *** being stolen, I have papers to prove everything Id said here and pictures, this dealership is a very bad at customer service , I also have purchase 2 ***s from them , the *** ******* never had any problems with them , Just this Dodge Ram, I want what's fair, what they have done to us is very unprofessional and has caused a great deal to us, my Mother and I. Please I need to resolve this problem, help me cancel my contract with this UNPROFECIONAL dealership, I Need my money to pay for another car ,Thank you In Advance . Sincerely *******************************

  

  Business Response

  Date: 02/07/2024

  This customer recently took our dealership to small claims court over the stereo issue, the case was dismissed.   The vehicle was cleaned, and the battery was replaced at no charge due to the vehicle sitting here for 5 months with little to no contact with the customer, the customer came and picked it up after the court case.
  
  When the customer brought the vehicle back in for service, it was found that the battery was drained of all charge. We charged the battery to full strength and called the customer to pick up, she informed us she was unable to pay for the charges.  We have repeatedly called the customer; the General manager has even called and waived the charges for her to come retrieve the vehicle. The customer has not picked up the vehicle or responded to any communication after the initial contact.  

• Initial Complaint

  Date:07/19/2023

  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.

  I brought in my (new to me) Ram **** and paid for a Used Car inspection because I knew there was something wrong with the rear passenger wheel and my e brake. Picked the car up and they said everything was good to go, just lift the e brake pedal when you pull the lever and it's fine. 2 weeks later I get a call saying "hey we will offer you 15% off your ****** leak." This was new to me information. I brought the car back to them and was told the last manager in the service department was "******" and they promised they would do a full inspection this time because the last manager quote "did nothing". After this inspection they said there is over $2600 wrong with the vehicle they don't know what's wrong with the rear wheel but for more money they would tell me. But I already paid them for a full inspection but apparently that doesn't actually mean anything.This took WEEKS to come down to being told they want more money to tell me what's wrong with the car when I already paid them to do exactly that. What's even worse is they told my active duty husband they would give him a military discount but they in fact did not do so, but charged him more for the service.

  

  Business Response

  Date: 08/01/2023

  During the original appointment, the customer was never informed that there was fluid around his transmission pan. The advisor that handled the customer is no longer employed with us. She was inconsistent in her communication and abilities, as a result she was let go.  He was made aware when he was contacted by the ****
  I met the customer (**** ) when he contacted me by phone to inquire why he was not notified during his visit about the leak.  We had about 4 different calls to arrange for a free look at the vehicle to make sure it was safe to drive, and to ascertain what the leak was. At no time was there ever a mention of a used vehicle inspection or a parking brake complaint. The tech determined there was not a transmission pan leak but there was something going on with one of the lines possibly and he would need some time to diagnose it. **** agreed to schedule a time to drop it off with me.  Fast forward to yesterday, **** dropped off the vehicle as agreed. During the techs inspection process, the advisor had to reach out to the customer and ask some questions and that is when we found out the vehicle was recent purchased (not from us). The customer did not have any service history on the vehicle, the current advisor went so far as to pull a Carfax for them so they could have that history. Still no mention of a used vehicle inspection or parking brake issue.  The customer was sent the Xtime inspection report by the current advisor, the customer then came into the service department with his wife and thats where both the parking brake and the used vehicle inspection first came up. The wife ********* was called this morning by **** and I and we tried to come to a resolution, she didnt want to have any kind of conversation.  At no time were we able to talk her down enough to try and provide an amicable solution for her. Her last communication was to inform us she would be writing negative reviews on every site she could find.
  

• Initial Complaint

  Date:05/09/2023

  Type:Service or Repair 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.

  22 February 2023 fbrought 2011 jeep for service Diagnosiss on engine shut down from Configuration light on dash that happenned twice. Iwas not sure if service contract had expired . ****************** di not check to see if warranty or service contract before repair of vehicle. my serrvice contract stated that there were two prior repairs from ************ and should have contacted them for priorauthorization before completing repairs to see if any of repair will be covered under service warranty. I paid for the repairs to find out that the ****************** did not check their record or attempt to check if I had any coverage. I am attaching all documentation from my contract coverage that I gave to the service Manager to review . The Service Manager said he would review and call me. I have not received any contact or resoultion from Service Manager. Request Refund from repairs that was covered under my contract , Attaching repair Receeipt and documentation that I gave to Service Manager.

  

  Business Response

  Date: 05/12/2023

  I was able to get through to this gentlemans service contract, Fidelity. They are having a manager review the claim for customer reimbursement directly through them. They do show in their system where we called for coverage but we were denied. *****, the rep, was unable to explain to me why as it should have been a covered component. I have reached out to the customer via my cell phone to make sure he is aware this has not slipped through the cracks, and I expect to hear of a resolution no later than the end of next week. I have not yet been able to get the customer on the phone, but did leave a voicemail as well as a text message. I do have his folder on my desk still and will follow back up with Fidelity if I have not heard back by end of week next week. 

  *************************
  Service Manager
  West Hills Chrysler Jeep Dodge Ram
  Cell- ************

  Customer Answer

  Date: 05/13/2023

   
  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,
  
  *************************

  Customer Answer

  Date: 08/17/2023

  Jeep Service manager was working issue with  management of my coverage company.. I  contacedt Service manger and he said he was still working issue. Nothing has been resolved and as of the first week in July he was out with COVID. No one inservice department  has tried to work this issue. They said  they will inform him when he return back to work. I am currently looking into small claims court if I dont hear from Service Manager next week. 

   

  Sincerelly

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

  

  Business Response

  Date: 08/28/2023

  After Review, we did not call to preauthorize the warranty work before it was completed. The warranty company has denied the claim for that reason.  This would most likely have been covered under the ******** Warranty. We are reimbursing the amount of the service less the deductible amount of $200, the customer is happy with the resolution. 

  Customer Answer

  Date: 08/29/2023

   
  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,
  
  *************************

• Initial Complaint

  Date:03/15/2023

  Type:Service or Repair 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 have made four separate appointments to correct my recall for a fuel pump. I have taken time off work, dropped my vehicle off to find out that either they lost their tool to do the job, or they were out of fuel pumps. I accept that excuse once, but if you tell the customer that you will do the service and then you have them come back because you lost a tool or your don't have the part, it would be best to hold that part and reschedule with the customer to make it right. I did not buy my vehicle at Westhills Dodge, I bought it through the ***************** program. I believe that Westhills does not want to do vehicle warranty work on my vehicle because it wasn't purchased from them. Regardless the work has not been accomplished and still needs to be accomplished. Terrible, terrible customer service at ************************************************************************.

  

  Business Response

  Date: 03/16/2023

  I spoke with the customer this morning- this was regarding the Y78 recall. He was in back in June 2022 and we had just started the waitlist for the Y78. Chrysler was only sending one a week, and there is a special tool required for install, which we did not have in June. The customer then called back in October, and was told he was not yet on the waitlist and that he would be put on. Fast forward to now, he had still not received a call.Chrysler opened up our ability to order more and we have built up a bit of a stockpile. I set the customer up for an appointment on 3/30 at ****** for install and he was very pleased and appreciative with the prompt call. We will get him in 2 weeks and resolve the situation.

   

  *************************
  Service Manager
  West Hills Chrysler Jeep Dodge Ram
  Cell-************

• Initial Complaint

  Date:02/20/2023

  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 a vehicle from West Hills CJDR in May of 2022. At the time, I has paid for their ********** package, Expel package with Window tint and the service package. I took my vehicle into the service department to have them install the Expel and **********. They did the Permaplating but not the Expel protection package. I asked why the Expel had not been installed and I was informed this was a separate department and I would receive a call. A few weeks late, I had to get the oil changed in my vehicle and was informed that the service package, that I paid for, does not approve the appropriate oil filters for my vehicle but that they would install one that is "acceptable." I had to have warranty work done on my vehicle in the meantime and asked the service manager about the Expel and service package not using the correct oil filters. I never got a call back nor was contacted by anyone. At this point I was pretty fed up, called and asked for my money back. I was told the service package was through a third party and they would contact said third party. It has been over 6 months since the last time anyone has spoken with me about getting my money back for the service package and the Expel that I paid for. I am unable to use the advantage of the service package due to the lack of using the appropriate filters for my engine. The Expel package was never installed after multiple inquiries about this. I have called the receptionist and every time I have had to leave a message for someone to call me back. Still no call from anyone.

  

  Business Response

  Date: 02/23/2023

  I spoke with ************** on the 21st and addressed his concerns with the maintenance package and the Expel Appearance package. We are refunding the 2 packages he purchased from us because he was not able to use either product. With the Oil change maintenance plan he wants to change his own oil on both of his vehicles and has already purchased his high performance filters. I did offer to reimburse his filters if he used his maintenance package here, but he told me he likes to do it himself anyway.
  The expel appearance package with the clear mask protective strips and the tinted windows, he ended up doing himself because we did not follow up with him to get this done.
  He is very pleased with the sales department, and wants to continue to do business with us, but he is requesting these refunds. I have the refund form sent to his email and as soon as he is back in town this weekend he will sign and return. He has my direct number for communication, and we will be canceling and refunding the full amount.
  
  ***************************
  General Manager
  West Hills CJDR