ComplaintsforLarson Chrysler Jeep Dodge Ram

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  My vehicle was scheduled to be brought in to see if the head gasket seal was under warranty on 6/13/24 After around 40 days the warranty was finally *********** service technician has told me the parts required were on backorder and that he would keep me updated about the estimated time until ********* car has now been at the service department for over 90 days, and I have called close to 50 times trying to get a time estimate.Every time I call, I am told the same thing. My service technician is there but they can't get a hold of him, and that they would leave him a message to call me back. I still can not get a hold of him. The managers have also neglected to return my clearly worried calls, and have not kept their word about trying to resolve this I'm not sure how many times I can be told the claim has been escalated or marked urgent with zero response afterwards.This is not only alarming because there is many similar reviews and complaints matching mine from recent months, but also because also because the few that do answer the phone have said incriminating things implying that they are aware they have a customer service issue and that I shouldn't be getting treated this way.I have now paid 3 months of car payments, and insurance without even seeing my vehicle, I have greatly increased the milage on my wife vehicle, and have had to figure out how to make my career and everything else work without a car.This vehicle has had issues from the first week that I bought it that I've eaten the cost of, and now they are essentially holding my car hostage with no response. I've emailed, my wife has emailed, left reviews and complaints, I have no where else to turn and feel extremely sorry for those going through a similar scenario.I have a physical track record of every time I have called, and every time I was told by an employee and manager I would get a response, but did not.

  Business response

  09/11/2024

  We have addressed the subject of greater communication between our staff and this customer.  We do want to emphasize there was an absence of an approval from the customer's extended warranty company.  Approval has finally occurred which allows us to move forward on repairs.  Until these repairs have been completed and the vehicle is ready for pick-up, we will connect with the customer at least once per day for status updates.

  Customer response

  09/17/2024

   
  Complaint: 22262606
  
  I am rejecting this response because: I have still not had any communication with the service technician since my complaint was sent. I was told by another department that the final part has arrived and the vehicle would be done by the weekend, it is now 5 days later without contact proving they have not complied with their own statement.
  
  Sincerely,
  
  ***** ***********

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently tried to purchase an Escalade V from this dealership, and the experience was frustrating and unprofessional. They falsely advertised a warranty that didnt apply to this car. When I pointed out the car was overpriced, the manager presented a Canadian spec sheet claiming it was worth $40,000 more, which was untrue.As an out-of-state buyer from ********, I was told they only accept cash deals, but the manager said hed make an exception. After I submitted my ID and credit, he insisted I find a notary to proceed, which is unusual. My bank, part of their preferred network, tried to contact them multiple times but was ignored.Despite offering to resolve this in person, they abruptly ended the deal without explanation. The car has been on their lot for over four months, likely due to these deceitful practices. I strongly advise against doing business with this dealership.

  Business response

  08/20/2024

  The complainant is from out-of-state.  We do not finance out-of-state buyers as we would then be responsible for licensing and titling the vehicle in another state.  We had hoped to make an exception, but this is not possible.

  We will sell him the vehicle, but it must be paid via cash to us with no financing through the dealership.

  Customer response

  08/20/2024

   
  Complaint: 22171708
  
  I am rejecting this response because:

   

  I want to clarify that the financing provided for this purchase was through a guaranteed check from Bank of America, financed directly by me, the consumer, not through the dealership. Furthermore, Bank of America has confirmed that I will handle the licensing and titling in my home state once the title is received.
  
  There is no indication on your website that out-of-state financing is not possible. Therefore, I am deeply concerned that this situation appears to be discriminatory and constitutes false advertising.
  
  Sincerely,
  
  *****************************

  Business response

  08/29/2024

  To be crystal clear, the complainant must provide us with payment in full for the vehicle in the form of a cashier's check which does not stipulate we title the vehicle.  Then we are good to go.

  Customer response

  08/29/2024

   
  Complaint: 22171708
  
  I am rejecting this response because:

  To clarify regarding the initial complaint, Bank of America offered you a cashier's check for the full amount, which you declined, insisting on cash only for out-of-state deals. This contradicts the practices outlined on your website, which indicate that financing is indeed an option.
  
  Ive attached the convo outlining the offer of a cashiers check.

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

  Business response

  09/10/2024

  If we were to cash the funds from BofA, we would have been required to perfect their lien on the vehicle's title.  Since it is not being licensed and titled in ****************, we can not guaranty they would be lienholder in another state.  If you can provide us a cashiers check that does not require us to guaranty a lienholder, we would be good.

  Customer response

  09/10/2024

   
  Complaint: 22171708
  
  I am rejecting this response because:

  I want to bring to your attention that another dealership just sold me an Escalade using the same loan information, and they allowed me to register the vehicle without any issue this past week. 
  
  Your refusal to proceed with the transaction in the same manner raises concerns about your business practices, which do not appear to be consistent with industry standards. I strongly urge you to reconsider your approach, as this is not in line with what other dealerships are doing and seems to be an unfair practice.
  
  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I had an oil change done on 1/15/25. I was charged ******. I returned on 6/2924 for the same exact service and was charged ******. When I asked why was the oil change so expensive, I was told that's the price and she didn't even charge me for labor. I went out to my vehicle and got my previous bill from the oil change in January and did a comparison. There was no difference! I went in and presented both bills and asked why was I charged so much more. The woman took both my bills and said she'd be back. She came out 5 mins or so later with a man that said it's because it's because a different oil was used because the other oil wasn't available. I asked why wasn't this told to me so I could decide if I wanted to pay over $50 more. **** charges $89 for an oil change! He just looked at me and said that's the only way they could have done it. They claimed their system was down so they had to hand input everything. That's why the receipts look different. This is ridiculous!

  Business response

  07/10/2024

  The customer's billing was incorrect for their first oil change.  In error, labor was not charged.  On the second oil change, labor was charged and is correct.

  Customer response

  07/10/2024

   
  Complaint: 21921452
  
  I am rejecting this response because:

  I was told I wasnt charged for labor for the most recent oil change that totaled $179.00. It was explained to me that the hike in price was because a different oil was used!!! Labor for an oil change is $52.00??? Labor wasnt put on either bill!!! Clearly there was price gouging done   The excuses for the cost keep changing   This is the second story!  I would like the corporate office for this dealership to make a formal complaint! 

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

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Went in to have front and rear brakes replaced a couple days after having the job done I heard grinding in the front. I stopped by the dealership they couldnt hear it. The noise began to become a little bit louder on my next oil change. I had them take a look because it was still making the noise then they said it was break dust Recently, June 18 went in and had them change the oil and check the brakes again. Service attendant said that they did see somewhere on the front rotor, and he doesnt think that they turned the rotors in the front or back but he would need to wait to talk to the person who actually handled my car when it was in there during the brake service , later on that day I got a call from the service manager telling me that they did in fact turn the rotors and because of this that there is no warranty on the brakes only if I had the rotors replaced, no one ever told me that, if I knew that was the case, I wouldve more than likely spent the extra to have the rotors replaced on the coupon , I was misinformed by the service writer and not informed on all of the warranties and how they do that, which I believe was ***** and now the service manager will not return my calls. *** called four times and left voicemails The whole reason I took The truck back to the dealership for brakes and not independent shop is because my truck is still under warranty and I thought that the dealership would do the best job since its their truck put the proper pads on and take care of it correctly so this kind of issue would not happen!! And now they just ignore My phone calls, I spent over $600 on these pads front and rear and now theyre trying to say I need to spend another $300 $400 and replace the front if I want the noise to go away again. When they did not turn the rotors to begin with and do the job right?

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Jeep vehicle is currently under a 100k warranty and has roughly 99k miles on it as present.100k service was performed early at 92K miles (April 2023).During that service visit, the dealership serv **** forgot some parts on the vehicle, resulting in a severe engine breakdown within about 700 miles of that service.The vehicle had to be towed in at my cost (May2023).The dealership admitted failure and apparently only replaced the missing parts but did not do further work on the engine, and failed to adequately test it, as the service receipt shows the vehicle left with the same mileage it came in with.I complained about a pinging/knocking noise to the service team at the time of picking it up, but was literally told by the service rep and two dealership mechanics that "our i4 engines just sound that way around 92K miles"...and further that if I had any complaints or issues to bring it in.Fast forward to Dec 2023, I make an appointment for service due to a number of smaller issues (a seatbelt failure, a repeated vacuum leak error code, and a few other things) while placing emphasis on the pinging/knocking noise still being present and I felt was even louder/worse.The soonest appointment I could get was for Jan 11th, 2024 I believe.I was without a loaner for about a month while also trying to get any solid info from the dealership on my vehicle.After stopping in by my own accord one day, I was told my jeep was actually ready, and then 5 minutes later that they were mistaken and decided it needed a whole new engine and turbo.The Service manager at the time maintained the diagnosis was due to a non-customer related premature engine failure that Jeep corporate is aware of, while he also stated a Jeep corporate investigator was contesting and said something damaged the engine/turbo.3rd service manager, month 5 without my vehicle, and making monthly car payments.I have also been out of my vehicle for roughly a year total (over 5 1/2) due to multiple issues.

• Initial Complaint

  03/29/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Seeking refund of GAP contract due to sale of vehicle. I submitted the cancellation request on 12/19/23 with a cancellation date of 11/24/23 (date of vehicle sale). This was submitted to the administrator, CARco ************************************** per the cancellation guidelines. The cancellation request was submitted online on their site and included a cancellation request form, secure odometer disclosure, payoff letter and copy of GAP contract. On March 11, 2024, I contacted ***** who transferred me to Alpha Warranty. Alpha said they issued the refund to the dealership, Larson Chrysler, Jeep Dodge on Jan 31, 2024 in the amount of $726.05. I contacted the dealership on Mar 11th and left a voicemail asking for a return call. Called again and left voicemail on Mar 12th and again no call back. Finally on Mar 13th I was transferred to finance manager *********************** who confirmed they received the refund on Jan 31st but needed to figure out what to do to get me my refund. He asked me to fill out their form which I did and emailed back same day on 3/13/24. ******************** contacted me same day and said that I needed to have a different payoff letter that had the veh vin # on it. I complied and sent that letter same day via email. All transactions were via email after initial call. On 3/26/24 I sent ******************** an email asking the status of refund. He replied that he sent the request to his team and that he'd let me know once he heard something. I replied back that this has taken way to long and that I expected a refund check in the mail sent that day. There has been no response back from ******************** or the dealership. I am requesting the total amount of $848.66. This is the prorated refund of $726.05 plus the cancellation fee of $50 plus a 10% penalty fee of $72.61 for holding my money since Jan 31, 2024. I moved out of state and no longer living in ** so I would like the check overnighted to my home address of ****************************************. Thank you.

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I've been trying to get my front bumper warranty repair done since October 2023. I inquired about the paint peeling on the front bumper of my 2019 Ram 1500 Warlock. I was told by ******************* it was under warranty and to speed up the process go get a quote. So I went and got a quote and submitted the paperwork. I was told the quote and paperwork was submitted and I would get a call back within a few weeks. A month goes by so I inquire about the bumper. I didn't hear anything from **************, so I called the dealership. I was assigned a new **** ************************** as the one who was previously working with me was no longer employed. Explains the lack of correspondence. We are now into November of 2023. I submitted all the previous documentation and was told the process would have to restart. From here on, I would email or text the rep about every 20 to 30 days to inquire about the warranty work and where we are at in the process. We are now into March of 2024 and I still have heard nothing. I wrote an email to ******************************************* with no response. I have had an ultimate lack of customer service with no response, no replies and whenever I talked to anyone, no one seemed to know anything about the warranty repair. I called and spoke with ***************** about helping me in this process. The lady from corporate called their location and spoke to them while I was on hold but couldn't gain any traction. At the conclusion of the call, she could only advise to find a differemt dealership that would be willing to help me. I filed a complaint against Look Larson before ending that call. I want Look Larson to honor the warranty, repair the front bumper as they said they would. I'm not looking to recoup my lost time, but if I were, I have numerous hours accumulated. I want the service your dealership said they would provide, covered under warranty, in a timely if not expedited manner.

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I took my 22 Jeep renegade to be serviced. After I bought it from Northwest motorsports, and attempted the first oil change due to unusual circumstances after driving, 1 mile with a hole in the oil filter caused the turbo engine seize. Insurance wasnt going to cover it and **** said the warranty doesnt cover that? They told me to put $10,000 down which I thought might be collusion after Northwest motorsports said the implied warranty, their services in fact they wouldnt help me at all. I was on my own. The invoice date is February 29, 2024. It was in the shop for approximately two or three months I was sold multiple times my car was ready or would be ready. I was told a new engine was damaged on transport on the way to the shop, I thought that they were just overcharging me but then when I got the vehicle back there still high RPMs, especially when the car warms up and slight quiet rattle the fog lights are blinking in and out as I drive and the maps on my stereo are in a flux and dont match the streets. The car icon on the dashboard doesnt have the north and south east or west correct. After they gave it to me three or four days ago, the check engine light came on and it didnt sound like smooth gear shifting transition but then when I picked it up last night or I mean the night before the fog lights arent working correctly (wiring). The maps are still messed up , I dont trust the business but Im assuming that since the vehicle only cost $23,000 the $20,000 repair due to Northwest motorsports which I have a court issue with whom liable? I contacted the *** and Superior Court and made a complaint with the *** theyve since shut down. The vehicle had a crack pipe, sticker marks where the doors may have been taped police seizure, and the bottom cover was missing, and the oil change video mentioned propaganda and it was a lot like Wolfenstein (Sauerstoff)? The Vin ZAC the vehicle may have been tampered with like as in a disorganized crime (progressive comp)

  Business response

  03/07/2024

  We did not sell this vehicle, nor did we damage it.  The vehicle was damaged by the complainant.  While changing his oil, he could not remove the oil filter, punctured it while trying, then drove it to a Meineke location with little or no oil.  Then, brought the vehicle to us looking to repair the damage this caused.  The manufacturer would not cover the repairs due to the damage caused by the owner.  

  We did not collude with the selling dealership, nor did we have a working relationship with them.  No reimbursement in any amount will be made in this instance.

  Customer response

  03/08/2024

   
  Complaint: 21394885
  
  I am rejecting this response because:

  I had put the full amount of oil (4quarts) in just to drive it to Midas? The service man told me that would be okay. Id had reservations and called a mobile mechanic who said sorry we dont help with oil filters? But that is not the situation now? *** waited an extremely long time for my vehicle and once I got it back it still apparently is not running right and the check engine light came on? There was a ($20,000) bill seems to be overcharging to me but NMS wouldnt ************* or assist me with the defect? There is bad smell from the engine, not burning? Sometimes the gear shifting transitions are off and occasional their almost like before? On start there are high RPMs. ***** told me that meant the engine was toast and tell NMS I want a new vehicle? Im not looking for someone to blame, the engine is loose or not calibrated as it has a quiet rattle. I dont know if it just requires a tune up or if it can be fixed at all but I have just paid $20,000 to have it restored to knew condition and there is a unreasonable amount of issues that hinder or may cause potential damage and limits my driving capabilities besides cost and time consumption? The fog lights intermittently flicker on or off and the maps has to bearing, while the dashboard has the wrong location? I cancelled SiriusXM and now they dont know why it wont refresh but they overcharged me as well and wont turn the signal on either? The engine has warning signs and it may have been a bad purchase but I can attest the vehicle worked before I attempted to change the oil, punctured the oil filter? I was afraid to call a tow truck and Id already drained the oil and it was already costing near $500 but that is not explanation not admission of guilt only a preponderance of evidence regarding the circumstances? So I would have to make a complaint the vehicle does not pass inspection but it does run? And ask what a solution or remedy might be?
  
  Sincerely,
  
  *********************

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  21 JAN 2022- Purchase 2019 RAM 2500 from Look Larson dodge for $93,454.28. It had the Larson Cascade Edition decals on it with lift kit already installed, I was advised to purchase the extended warranty deluxe package to cover the lift kit, which I did, and there was an addendum made that even stated items covered FACTORY OR DEALER-INSTALLED LIFT KITS. I have been having issues with the lift kit and brought it in numerous times that they state are not covered under the warranty. I just paid ***** dollars to get it fixed myself which is un-acceptable. If they install a lift kit and a customer buys a warranty then they should cover it. I am a US Army soldier with over 25 years in service and feel I have been taken advantage of. I was never contacted back after multiple emails concerning my issues after bringing it into the shop and still having the same issues, which were a safety concern as well while driving.

  Business response

  03/06/2024

  The vehicle was lifted before we purchased the vehicle.  It was neither factory or dealer installed by us.  Therefore, the lift equipment was not covered and the customer was disclosed of this fact.

  Customer response

  03/13/2024

  I was not made aware the dealer did not install the lift kit when I purchased the vehicle, due to the fact I was told to purchase an extended warranty to cover the lift kit that stated dealer/factory installed. 

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Car was brought to the dealership on dec 1 for 2 complaints. Rf headlight was intermittent, and right turn signal flashed fast, with a warning on the dash saying rf turn signal was out. Larson looked at it, and said it needed a new headlight bulb, and a bcm, which were installed. This solved the headlight issue. Following morning the turn signal issue returned. Brought car back, and they said the new bcm was also bad. They replaced it again, and retuned car. Following morning, same issue with turn signal returned again. Also had same trouble code as it did when car was originally brought in. They took car back again, and looked more. Determined this time that rf headlamp assembly was defective. Tried to tell me that they were going to charge me to remove facia again (already charged) and diagnose more. After talking to service manager, they agreed to just reassemble car and return it. The multiple bcms that were installed did nothing for this complaint, and all they have done is take my my money with 50% of original issues not resolved. It even states in the final invoice that troubleshooting led them to the bcm, but since it had already been replaced (twice) that this wasnt the issue. This place has the worst customer service of any shop Ive ever experienced. I should have looked before bring the car in, seeing that they have an f rating from the BBB

  Business response

  02/08/2024

  This customer came in with a couple of issues- The right front headlamp and turn signal were intermittently inop. Originally, the bulb had been replaced and the customer left with a working headlamp. We did not see an issue with the turn signal at that time. The following morning the customer called back in and stated that his right front headlamp and turn signal were out again. We got the vehicle back in and got the customer into a loaner vehicle. Technician performed diag and found low voltage on circuits I552 and I60 in the **** Tech recommended replacing *** due to low voltage issues. After install, both the headlamp and turn signal were working properly. The following day customer called in again stating he was receiving a message in his cluster that his right front turn signal was out, and that it was hyper flashing, but the signal and headlamp were on and operating. We got the customer back in again, put him in a loaner, followed our manufacturer diag information, which led to warrantying the **** This did not correct the hyperflash issue. The technician then opened a star case, and was instructed per star to swap headlamp assemblies to see if the message followed; it did. We recommended replacement of the headlamp assembly. Initially, the *** replacement did correct the intermittent headlamp/turn signal operation concern, but he did receive a warning that the turn signal was inop (it was still working)--Customer had a combination of issues here- one was the ***, the other was the headlamp. We are unable to determine if one took out the other, but the vehicle needed both. 

  Customer response

  02/08/2024

   
  Complaint: 21260126
  
  I am rejecting this response because: the information they have submitted is not entirely accurate.  
  

  the car was brought in initially for 2 complaints, rf headlight intermittently worked, and rf turn signal functioned, but hyper flashed and a warning was on dash that it was out.  They installed a new headlight bulb, which corrected the headlight issue.  They also found code b163e-15 active.  This code directly and only pertains to the rf turn signal.  We were told car needed a new bcm as well, which they installed on our initial visit as well.  This is all shown here in the original invoice which I have included as an attachment.  We get car back after nearly a month, and following morning, the turn signal issue returns.  We take car back to Larson, they find code b 163e-15 active again, and they say the new bcm they have installed is defective.  A second new bcm is installed, and we take car home.  Following morning, turn signal concern comes back yet again, and code b163e-15 is yet again active.  They take car apart, and decide that the right headlight and turn signal assembly is defective, which I agree with.  They also state that their standard diagnostic tests lead them to the bcm.  The car did not need a bcm installed. This controls nearly every circuit in the car, and the chances that 3 of them were bad, on the same circuit, throwing the same code is completely ridiculous.  The issue was misdiagnosed from the very beginning.
  
  Sincerely,
  
  ***********************

  Business response

  02/08/2024

  Vehicle diagnosis is not always straightforward and necessitates following a path with proper procedures.  We understand and sympathize with the customers frustrations. Our staff followed proper diagnostic and repair procedures from beginning to end and we stand by our previous response.

  Customer response

  02/08/2024

   
  Complaint: 21260126
  
  I am rejecting this response because they cant even keep their story straight.  As someone who has been a tech for over 20 years, I agree that this type of thing isnt always straightforward, but I also know when I am incorrect.  How can the concern possibly exist with 3 different bcms?  How can I get one of the swapped bcms back?  I will gladly eat my words if a new headlight is installed, and one of the can be installed.  This would verify their argument that the bcm was an issue. If not i need to be reimbursed for this portion of the repair
  
  Sincerely,
  
  ***********************

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