Complaints

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:02/10/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried to get my car repaired twice, but ************************ contract does not cover any parts on the Tesla Model X 75D. Recently, I had an appointment on 02/10/25 with ************* to have the coolant replaced and valves, and charger port, but *********************** denied because it covers specific parts, and the parts are not on a Tesla Model X that's on the attached contract; therefore, none of the parts need replaced on a Tesla is listed. Furthermore, I discovered that the warranty they sold me does not cover parts on a Tesla, but they charged $7272.00 for warranty. The warranty expires 04/15/25 and we could never use the warranty. ************** Services are telling me to contact the dealership because they sold it to us. Last year (2024) regarding a previous service repair that was denied as well, I spoke with the lead finance person because the original finance person moved to another facility, and no results were attained.Furthermore, the Larson finance department is supposed to call me back today 02/10/25 regarding current warranty issues, so waiting on their call, but feel hopeless about the situation. Larson dealership should be responsible since they provided a warranty coverage for Tesla repair service and charged for the warranty coverage that is unusable. I trusted that the warranty on my electric Tesla would cover its parts, as was promised when purchasing it by Larson, Chrysler, Jeep, Dodge, Ram in ********; but this was all just an elaborate scam to get my money. The Look Larson Automotive Group and *********************** should take responsibility for offering such false assurance, as they knew full well that these parts wouldn't ever be covered. I am demanding accurate replacement coverage for my specific vehicle, repair, or a full refund of $7272.00 charged based on the fraud warranty service, and they stop ripping customers off by selling warranties to them that do not cover their specific type of vehicle.

• Initial Complaint

  Date:01/11/2025

  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.

  Okay my 2022 ram 1500 is been there over 3 months now and ******** the counter service says and **** mgr tells me call Chrysler to get part quicker to us ?? Makes no sense I called they told me we only deal with dealerships . Also toys I gets another letter a recall lol . Hopefully Chrysler sends youll pats cause its making youll get bad reviews or **** stop selling Chrysler Larson name is going down hill . I personally purchased 4 vehicles from Larson this year smoke over 20 cars . Looks Like its time to brake loyalty due to lack of pasts . Please fix my truck Ill pay extra I need my vehicle work family paying $1000 A months no truck no Parts no answer no call backs except ***** *** at Mercedes had to make calls thank you *****

  Business Response

  Date: 01/13/2025

  We have attempted to reach this customer via phone and text.  All calls immediately go to voicemail with no response from the complainant.  Texts go unanswered as well. 

  We would like the complainant to answer the phone or texts. 

• 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.

  10/10/24 Had Jeep in for oil change and where told there was a leak by one of the wheels so made appointment to get it fixed on 10/29/24. Was called and told they needed to order a part and so the needed to keep it another day. I said ok. Never heard from dealership on the 30th so called on *********************************************************************** I took my husband down there to wait for the Jeep. He found out they hadnt even looked at our Jeep yet. My husband talked to the mechanic who said that they hadnt looked at the Jeep. Then they couldnt find the key to unlock the wheel. The man communicating with us then said ya I lied to you!!!! Still waiting to find out whats up. Is there really anything wrong with my Jeep? Do ALL your employees think its ok to treat people like this? I want some answers my husband doesnt seem to be getting any from anyone down there.********* **********

  Business Response

  Date: 11/01/2024

  Our service manager connected with the complainant's husband at our dealership and discussed the events regarding their vehicle.

• Initial Complaint

  Date:10/13/2024

  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 recently purchased a **** Wrangler in Aug of 2022. I was told the **************** would be redeemable at any certified Dodge, Jeep, and Ram dealership in the **. I specifically made sure of this as I am currently in the military. I recently moved away from ** in April of ******************************************* Jul-Aug 2024 to transfer the warranty service but I have been told the same thing every single time. The service manager is either out of office or is gone that day. Every time I have left my contact info with my name, number, and email, but have not yet been contacted by the dealership. I have recently sent emails to the store manager and have not yet received an email back. The service warranty is through portfolio and they have told me I need Larson to release my account to be able to enroll it into another dealership where I currently live. If I had known the customer service was going to be like this to transfer the warranty, I would not have purchased the vehicle through them. I would have gone to Tacoma Dodge instead because I have heard nothing but great experiences about them.

  Business Response

  Date: 10/15/2024

  We have confirmed with Portfolio the customers contract has been released.  This should clear up the access to repairs elsewhere.

• Initial Complaint

  Date:09/09/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:08/20/2024

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:06/29/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I 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

  Date: 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 Answer

  Date: 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

  Date:06/21/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:05/14/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:03/29/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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.