ComplaintsforRairdon's Dodge Chrysler Jeep of Kirkland

• Initial Complaint

  05/29/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We have endured an extremely frustrating lease process with this dealer post signing 4/21 for a 2023 Jeep Grand Cherokee. Three weeks post the process, we discovered that our paperwork had not been forwarded to Stellantis for leasing approval. Once we persuaded the dealer to do so, we were rejected because of my wife's surname change, something we had previously mentioned before signing the initial paperwork. We even suggested proceeding under my husband's name as he had a higher credit score, but they dismissed it as nonsensical. Now, we confront the primary issue! We possess a car, which is not formally signed for, they sent over revised paperwork that merely shifts the payment forward a month without considering the mileage alteration. Communicating with the financial managers during this phase has been challenging. I am seriously contemplating simply returning the car keys to the dealer and allowing them to unravel this situation.Nightmare process details we were bait and switched and once we came in they told us 3 different excuses about why we couldn't lease the vehicle we wanted 2) we came in pre-renegotiated, but they ended up adding 2k taxes and fees to up front lease cost (total 5k instead of 3k which was discussed) 3) during the close the finance manager added taxes to monthly which we were told were already included in the 575 a month -- increased to ****** (he could not back into the reason why the monthly increased, but it was most likely credit score, he just couldn't figure it out) 4) We requested a loaner an hour before signing the deal. However, the loan was not ready when the deal was completed. The loaner we received was an old Patriot model that reeked of cigarette smoke and astonishingly, HAD NO LICENSE PLATES -- a fact that went unnoticed until we were 30 minutes down the road. Undoubtedly, this added to everything else we had to deal with.

  

  Business response

  07/02/2024

  1. Initial Purchase and Financing: On April 21st, ******* purchased the vehicle with an initial payment of $578.99, including tax. During the financing process, ****** opted to purchase a protection package, which adjusted her total payment to $633.93 after tax.
  

  2. Loan Approval and Funding Delay: The loan was approved promptly on April 21st. However, there was a delay in the funding process with Stellantis because they required additional documentation due to the discrepancy in the name used during the signing process (******** vs. ******).
  

  3. Communication and Options Provided: Upon identifying the issue, we promptly contacted ******* who was not available at that time, but we spoke with her husband who clarified that "******" was her new married name. Given the impending payment date, we presented the Taylors with the option to either proceed with the second payment or redate the paperwork to delay the start of payments by a month. They chose to redate the paperwork, which we scheduled for after their return from travel.
  

  4. Addressing Additional Concerns: Upon their return, they expressed concern about the additional mileage accrued on the vehicle during the month of use. To accommodate this request, we adjusted the mileage start and updated the lease under ******** current married name. Additionally, in an effort to address any confusion and ensure their satisfaction, we discounted the protection package further.
  

  5. Resolution Meeting: At the customer's request, ********* husband met with us in person to discuss and finalize the adjustments needed and discuss his dissatisfaction with the confusion and process. We thoroughly reviewed the situation and made changes to the lease agreement, reducing the price of the protection package they opted for thus resulting in a reduced payment of $609.38 after tax.

• Initial Complaint

  02/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a vehicle in July. Along with that I purchased an extended warranty and service plan for the amount totaling 4252. When I went to use the service, the dealer I went to told me that it had been cancelled 5 days after the purchase date by the dealer. No other explanation was given. I have tried several times to reach someone at ******* to get an answer, but nobody will either return my calls, or they just disconnect the line after waiting on hold for 15 minutes. I have never seen any sort of adjustment on my finance account nor received any refund for this product that they cancelled without my knowledge. I feel like this is a shady business and they need to be held accountable.

  

  Business response

  03/01/2024

  Attached are the copies of the customers service contract and maintenance contracts.  They are active. 

   

  *************************
  Rairdons of Kirkland
  

   

   

  Customer response

  03/01/2024

   
  Complaint: 21293779
  
  I am rejecting this response because:

  I reached out to Mopar regarding this service plan and they said it is not active.  They said it could not be reinstated because your dealership cancelled the service plan 5 days after I signed the contract.  I have those same papers in my original files, but the plan is not active according to *****. 
  
  Sincerely,
  
  *********************************

  Customer response

  03/01/2024

  Attached is a screenshot of the ***** vehicle protection site.  I currently have no active plans.  It is not active as the dealership ******.  Even calling the number on the contract, they state it is not active.  I suggest they check further rather than just assume from a piece of paper.

  

  Business response

  03/28/2024

  I spoke with the customer and explained his coverages, he understands them and I was able to activate an oil change policy that he is happy with.   I have sent him copies of each policy.
  
  *************************
  Finance Director
  Rairdons of Kirkland 
  Cell:  ************

  Customer response

  03/29/2024

   
  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

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2018 Jeep Wrangler Unlimited bought for about $30,000 Bought about 2 months ago Issues with the car included decal on hood and car was very dirty We were told car was inspected and nothing was wrong upon buying car After car was purchased, we were told radiator needed to be replaced and the dealer was not paying it Other issues with the car since taking delivery including warranty issues, battery issues, AutoStart issues, customer service issues We are being told our extended warranty covers nothing because of too many after-market parts on the car, which we were not told about upon buying the car Lack and poor communication from dealership leadership including upper management Dealer salespeople were very dishonest about the condition of the car and were rude during the entire process We dont safe or comfortable in this car and dont trust anything the dealer says Car feels unstable while driving Decal on the hood was supposed to be removed by dealer and was never done Nothing we have been promised or signed up for has been followed by the dealer Experience plagued by deceit, delays, unresolved problems, unprofessional conduct, and severe communication deficiencies.Transparency lacking from the outset: critical issues such as undisclosed warranty concerns, a malfunctioning auto-start feature, and persistent battery problems were intentionally withheld, leading to significant inconvenience and financial strain.Shockingly, the dealership attempted to levy charges for an undisclosed radiator replacement, imposing an unjustified financial burden on us.The delivery process was intolerably drawn out, spanning an inexcusable two months, severely disrupting our daily lives and plans.Despite repeated assurances, *********************** failed to honor commitments made: critical repairs such as the unresolved hood decal issue and malfunctioning auto-start feature persist.I am filing this complaint on behalf of my partner.

  

  Business response

  02/23/2024

  We have done everything we were asked to do on this except the hood decal, the auto start we knew nothing about, the only issue with why it took so long is the customer did not have the time to bring the car in. I would
  Be happy to remove the decal and look into the remote auto start, when they car bring it in.
  
  ***********************
  General Manager
  Rairdons Jeep Chrysler Dodge RAM of Kirkland
  ************ Office
  **************************

  Customer response

  02/26/2024

   
  Complaint: 21290204
  
  I am rejecting this response because:

  January 26th car was in their shop to discuss how many issues the vehicle had was told that the warranty the company provided was invalid and they could not fix anything wrong with the vehicle
  
  Auto start does not function 
  
  Asked for them to replace windshield wipers - provided the wipers, received car without the change
  
  We feel that ******************* is not honoring the warranty that they sold to us and we are finding that all the issues with the car should have been caught in the initial inspection of the car by the dealership. We don't understand when we ask the dealer to do something that it doesn't get done in a timely manner or just gets ignored. 

  We are very tired of working with this dealership and would have never purchased the car knowing that it would be this difficult to do anything kind of repairs or maintenance on the car. 

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

  

  Business response

  03/08/2024

  The dealership does not have control over what a warranty company does or does not cover. As stated before, we are happy to diagnose the auto start issue if the customer schedules an appointment. They can call in or schedule their appointment online at their convenience. 

  Customer response

  03/12/2024

   
  Complaint: 21290204
  
  I am rejecting this response because you sold us a warranty you knew would not cover anything and yet you pushed it on to us.

  We feel this whole process was dishonest.

  Can we have the option to return the car to you and end this? 

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

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased new 2023 Jeep Grand Cherokee L from dealer on 12/23/22. After a few months started having issues with the radio/ Navigation unit. The dealership made several attempts to fix the freezing/ glitching issues with no success. Last attempt was in early January 2024, the dealership recommended to replace the radio unit under warranty, after 2 weeks of the the vehicle sitting at the service center, they contacted me and told me they wouldnt replace the unit and to take the car back and report any more problems. The car remains unfixed and the problem remains. The new vehicle spent over 6 weeks in the shop in 1 year with the problem never being fixed.

  

  Business response

  02/29/2024

  Repair order # ****** - Unable to duplicate the concern and radio had the latest up to date software. Performed radio reset in an attempt to help. 
  
  Repair order # ****** - Radio head glitching - Unable to duplicate the concern and radio had the latest up to date software. 
  
  Repair order # ****** - Radio freezes and screen will turn black - Again, unable to duplicate 
  
  After this last time, our rep got involved and STAR has refused to replace the radio. They say that there isn't any diag proving radio replacement needed and they have closed the case. Customer was suggested to call customer care 

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Jeep Grand Cherokee on 7/22/2023 on a lease agreement. I was told that the vehicle did not include a maintenance plan. Both the sales person (***********************) and the finance manager (***********************) had indicated that that was the case when signing the paperwork. Upon speaking to another Jeep Cherokee owner after collecting the vehicle I was informed that all these vehicles have a standard 2 year oil and tyre rotation maintenance plan. I called Jeep Kirkland ****************** and got confirmation that the vehicle had a standard 2 year maintenance plan that covered oil and tyre rotation and that there was no need to purchase the incremental maintenance plan. In the customer survey, I had documented this and requested a refund for this and expressed my dissapointment in not been told the truth. In addition, I was owed all my contract signed in electronic format by ***********************, licenese plates and rubber mats. I called the Customer Experience manager (*********************) and was told that becuase I had given them a low rating they were disspointed and lost money in commissiions and he was not willing to go the extra mile to resolve this. Its been over 6 months and nothhing is resolve. I am requesting the maintenance plan charges be removed from my lease agreement and ciorrectie action taken against these employees who are not willing to fix the situation.

  

  Business response

  01/04/2024

  I spoke to the customer today and explained the difference between the two plans. I gave her the phone number and email address in case she would like to cancel the plan that she purchased. 

   

  ***********************
  General Manager
  Rairdons Jeep Chrysler Dodge RAM of Kirkland
  ************ Office
  **************************

  Customer response

  01/05/2024

   
  Complaint: 21092123
  
  I am rejecting this response because:

  1. I have not received my lease agreement documents. According to *** this will take some time as they had system changes and they are waiting fit the info before sharing with me.

  2. *** is still investigating how much was charged and cannot give me a view until he receives the paperwork.

  3. I have asked *** to email me the contact details of who to contact within Jeep and a phone number- I have not received these post our call yesterday. I said I need each cost and and explanation sober an email. 

  4. I have told *** that I have contacting  Jeep directly on this issue and have not succeeded. And have reiterated that when I singed the agreement his finance manager has messed up the documentation 4 times which took slot of my time. He vividly remembered this and was empathetic to why I was not happy and mental he understood my frustrations and will support in the issue. But the first step was to get the contracts which they dont have.

  5. Once he received the contracts from his head office, he will need to review the costs and explain them. Per our call yesterday it seems that there were about 3 charges totaling approximately $6k to $8k they may need to be removed and I asked for an explanation of each cost. This is all pending contracts been received. 
  

  so until the currants are received, there is nothing that can be done. We need to wait for these.
  
  Sincerely,
  
  *************************

  

  Business response

  01/31/2024

  We are investigating this issue. The Finance Director ************ will reach out to the customer today.

  Customer response

  01/31/2024

   
  Complaint: 21092123
  
  I am rejecting this response because: I have not heard from the dealership 
  
  Sincerely,
  
  *************************

  

  Business response

  02/16/2024

  We have provided him with all the documents he requested. We confirmed with him that he received them. We also gave him the cancelation department number and email if he would like to cancel his product he confirmed that we had satisfied all of his requests.  

   

  ************** 

  General Manage

  ********* of Kirkland

  Customer response

  02/20/2024

   
  Complaint: 21092123
  
  I am rejecting this response because: the amounts that were charged have not been cancelled. I have just received the lease documentation and have completed the document for cancellation on extra services that were charged. The Dealership has not confirmed the cancellation of these charges- when I spoke to *******************************, she mentioned that she will only have a view available potentially by end of week.
  
  Sincerely,
  
  *************************

  

  Business response

  03/01/2024

  If the customer submitted a cancellation the refund will come from that company (not *******) and will take up to 12 weeks to process, depending on the vendor. 

   

   

  Customer response

  03/02/2024

   
  Complaint: 21092123
  
  I am rejecting this response because:
  

  1. I spoke to *************************** who committed to get a resolution for me after my discussion and email to *****************************. He indicated to me that all BBB queries should have been elevated to him and the dealer principal when they raised. This has clearly not happened

  2. He mentioned that he would need to look into each area and get back to me. He also indicated that if the company where these options were purchased from did not refund them, he would need to align with their dealership and get a Chequers for me.

  3. I have emailed called him a few time this week with no answer. 
  4. It certainly does not feel like this dealership of people with their organization are looking to help resolve as they keep passing the buck and take zero accountability.

  5. All documents were submitted and their response is an attempt to just get this closed as there is clearly no interest in resolving the issue. 
  6 ****** committed to running with this and resolving it but has not been responsive after several attempts from my side to contact him.

  7. I expect a call from them on way forward on the refund, the amount and how I would receive my refund for this case to be closed.

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

  Customer response

  03/26/2024

  I am waiting for the refund to reflect on my lease agreement. Once it reflects we can close the case

  Customer response

  03/27/2024

   I spoke to *************************** and waiting for the refund to be issued into my Jeep Lease agreement. Email attached on the last communication recevied.

  Customer response

  03/28/2024

  Please close the case. The refund has been issued. 

   

  thank you for all the assistance you have provided

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During the last week of September, my car battery was stolen and my car was transported to Rairons CJD of Kirkland. My claim was originally quoted to be $837.28. I was told the my parts were back-ordered due to a labor strike with the parent company of jeep. After over a month of waiting, we find out that the dealership ordered the completely wrong parts and that I would have to wait again. During this time, I attempted to contact a manager multiple times. Every single time, i was told that he was in a meeting and would return my call. No body ever called me back. I then spoke to someone in hopes that they would take ownership of the issue they caused, but was met by someone that admittedly was posing as a manager, who only gave excuses and no solutions. When I picked up my car, I was charged $1725.14. Only after I rose concerns, it was found that rairdons neglected to charge me accurately and had extra parts on my invoice. They then took several weeks to issue a refund which brought my total down to $1385.42. After my insurance paid $337.28, plus my deductible of $500, this left me with a discrepancy of $548.14 that ******* had to prove as an additional charge to my insurance so I could be reimbursed under my policy. The entire month of November and December I attempted to get In touch with staff including service advisor *********************** and the service Manager, *******************. After an additional repair, I met with **** in person who vowed to get an immediate resolution, including resubmitting an invoice to my insurance. Him and his team failed to take action and had failed to produce an invoice to me or my insurance to explain the additional $548.14 charge. ******* does not follow-up, is not honest, and will scam you for money.

  

  Business response

  01/04/2024

  We resolved this today. I reached out directly to ****************' insurance company (Geico) and we concluded the reimbursement that he was owed. ************** was cc'd on all the emails and is aware that they are sending him a check.

   

  ***********************
  General Manager
  Rairdons Jeep Chrysler Dodge RAM of Kirkland
  ************ Office
  **************************

• Initial Complaint

  12/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I came to the dealer over the phone, to inquire about a car. I informed them that I am pre-qualified for up to 38k, with my bank CapitalOne. I was told after changing my deposit amount, I would not have to worry about another credit check as they had not even completed one at that time. At the time, in truth, they had already ran a hard check, at least 5 times. I advised them that I was not comfortable with them processing my credit more than the one necessary check for my bank. They performed 10 hard inquiries, without my authorization and are taking more time than necessary to process a refund of my down payment. They tried to conceal this information, and when confronted with the issue did nothing but divert attention and blame. I have spent hours trying to resolve this very alarming situation.

  

  Business response

  12/14/2023

  Attached is the online credit application, electronically completed and signed by the customer.
  
  
  ***************************
  VP, Finance & Insurance
  *******************************
  

  Customer response

  12/14/2023

   
  Complaint: 20959052
  
  I am rejecting this response because: I did not sign any paperwork, prior to the 6th. The first of 10 hard credit checks were performed 11/30/23. I was asked by *****, to electronically sign, backdated documents 12/6/23. I informed them (on their recorded line), that I am not comfortable doing that. As my chief complaint, is that they ran my credit several times, without authorization. If I had been supplied with the required documentation prior to the actual check, I would of made an addendum to the agreement. As you can see in the attached document, as well as online records with docusign, the documents were not processed or received 12/1/23. Furthermore, even if they had been successfully delivered or created, that would still be after the first few hard checks.
  
  Sincerely,
  
  *****************************

  Customer response

  12/14/2023

  The documentation supplied by the dealership, is something that was filled out by their salesperson Romar. It was never supplied to me, I never filled it out. It even says on the document what device filled out the application. I did not sign the document they have supplied, the ** address recorded on the document proves it.

  

  Business response

  01/04/2024

  The customer performed and signed on online credit application which authorizes us to request a copy of the consumers credit bureau from any of the providers (Transunion, Experian & Equifax), and additionally allows us to submit the customer to a list of lenders that we work with to obtain credit approval.
  
  

  Customer response

  01/21/2024

  As I stated the consent was not signed on my device, the ** was clearly captured and reflected information other than my own. I maintain that I believe that device to be a dealership and/or a dealership employee's device. You have trashed my credit, thanks to your companies reckless actions. I want these inquiries taken back, and I want compensated for the time I have spent dealing with this matter, and primarily the damage to my credit and psyche.

  Customer response

  01/21/2024

  As I stated the consent was not signed on my device, the ** was clearly captured and reflected information other than my own. I maintain that I believe that device to be a dealership and/or a dealership employee's device. You have trashed my credit, thanks to your companies reckless actions. I want these inquiries taken back, and I want compensated for the time I have spent dealing with this matter, and primarily the damage to my credit and psyche.

  

  Business response

  01/31/2024

  We have provided documentation showing that the customer did consent to a credit check. There is no correction needed. No further action will be taken by the dealership. 

   

   

• Initial Complaint

  11/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company is refusing to give me proof of purchase of my vehicle, which is the 2019 Jeep Compass that I paid for on a debit card and Ive been reaching out to them multiple times, exactly 6 times to get the proof of purchase from them and all they do is nothing

  

  Business response

  12/02/2023

  The documents that the customer requested were mailed out on Thursday 11/30

   

  Thank you

  ************** 

  General Manager

  ******* Chrysler Dodge Jeep Ram of Kirkland

  Customer response

  12/18/2023

  I have not received my request paperwork. 

  

  Business response

  01/31/2024

  We are happy to provide any paperwork the customer requests.We need the guest to come into the dealership in person and show identification so we can print out the documents. 

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a 2015 ***** tahoe from them on 9/24/2023. Got paperwork went through it and found in our itemized charges that we were paying for a warrenty that we were told or asked nothing about. They just slipped that paper in. Called and asked about it, was told that its a warranty for 2 yrs or 24k miles and that it covers everything. Fast forward to 11/15/2023 so not even 2 months after purchasing the vehicle the check engine light comes on. I plug it into a diagnostic and it tells me its misfiring in cylinder #4 so I call the warranty company and they tell me no your not covered for that and now the engine light is flashing and the dealership will not respond to me. Im pregnant and dont need this stress

  

  Business response

  11/28/2023

  This customers complaint is with the warranty company, not *******************************. We ask that the customer submit their complaint to the appropriate party for resolution. Thank you. 

  Customer response

  11/28/2023

   
  Complaint: 20894873
  
  I am rejecting this response because:

  The warranty department did not sell me a faulty vehicle the dealership did. 
  
  Sincerely,
  
  ***********************************

  

  Business response

  12/13/2023

  We are sorry that the customer is unhappy with the vehicle that they selected to purchase. We have done everything we were able to do to satisfy this guest. 

  Customer response

  12/13/2023

   
  Complaint: 20894873
  
  I am rejecting this response because:
  They didnt do anything to resolve my complaint l. They do not return phone calls or emails. The owner is rude and calls his employees ******* suprised anyone works for him. 
  Sincerely,
  
  ***********************************

  

  Business response

  12/14/2023

  Since this customer has decided to contact the Attorney General, we will have our attorneys handle all further communication. 

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We leased a new Pacifica on Sept 30, 2023 from this dealership. They state you have a 7 day cushion if something isn't right you can exchange the vehicle. We had several concerns with this vehicle and tried, endlessly, to get the dealership to respond to us. It's now 11/13/23 and we have NEVER gotten a phone call or email back from the general manager as we requested numerous times. The salespeople refused to give us any direct contact information for the manager, told us he was on vacation, refused to give his whole name, refused to give us his schedule, and never had him call us. To initiate their own exchange policy you have to submit your request or work with the general manager; however, we got the run around for so long we still have NEVER been given that opportunity. Now we are stuck with a vehicle that already is showing defects. This has been the worst buying experience we have ever had. We were lied to, refused access to management, refused a chance to initiate the program promised to us, and we demand action. We have emailed, texted, and called with no response. We have exhausted all of our options in attempts to exchange this defective vehicle. We have tried to access other managers but they have also not responded. They have wasted our time, resources, our money and have been so deceitful. They have had complete disregard for us as customers. They were completely unprofessional when speaking to us or communicating with us. At one point, I literally had to ask a salesperson to address me and speak to me in a more professional manner. We have purchased from them before and did not have any issues. I have copies of all the emails, texts, and records of the phone calls we placed. They are available upon request.

  

  Business response

  12/13/2023

  I have talked to customer several times, we went through many different cars that *** work for them, they are thinking about ***be a grand Cherokee. It was Saturday when we spoke. If they dont go with a Grand Cherokee, then they are keeping the pacifica. 
  
  ***********************
  General Manager
  Rairdons Jeep Chrysler Dodge RAM of Kirkland
  ************ Office
  **************************

*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. ↩