ComplaintsforLithia Chrysler Dodge Jeep Ram Fiat of Spokane

• Initial Complaint

  08/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 27th the jeep dealership was having there annual clearance sale so I went to check out what they had. When I got there I was approached by ****** a bank representative from a bank that the dealership uses to fund there cars. He took me out on a test drive of a 2021 jeep compass latitude. He told me that because he worked for the banks he was able to do specials that the dealership could not provide in order for them to clear out older car inventory so they could get more newer inventory. He told was able to get funding to help with the cost of the new jeep. He said the bank that my current jeeps loan is under has a buy back program that will take my car and will auction it off and the proceeds willl cover the car loan so I would not have that loan to deal with. Because of Covid the banks have this program. He also said that his bank would send me a Cheque im two weeks that would cover the first six paymebon my new car and once that was covered they would refinance the loan so it would be the same as my current car loan payments. Around $400 a month. They said that the dealership does not like it when they done in to do these sales so just sign the paperwork they have and dont mention the deals they are doing for me. So I now have two vehicles I cant afford and I dont know what to do. Because I have nothing in writing from this bank representative I dont know if there is anything I can do but I wanted to check with you and see if there is anything you can help with.

  Business response

  08/19/2024

  685729940BBC4

  ************.

  I read this amazing story and reached out to ************ and would like to discuss these events. It is too incredible for anyone to believe quite frankly and certainly to execute on. I called ************ to set up a time to converse and see what is going on and I had to leave a voice mail. That call was made 08/19/2024 at 3:15. I look forward to a return call and will provide better information once we have conversed.

   Thank you

  Customer response

  08/25/2024

   
  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

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 24, 2024 at 3:15 pm I went into Lithia Chrysler to redeem a game piece claiming we had won $1,000. I sat down and they immediately started asking me questions about my current vehicle. Aske what I was looking for and I stated I was there for the game piece. ****** was my first contact and then he passed me onto ******************. They took my truck keys to look at the mileage and see the condition of my truck. They left me and I asked for my keys back and ****** said "what, are you trying to run away," shocked I said "no, just wanted to get something from my truck". He then proceeded to unlock my truck for me, I never got my keys. They had me then go outside to look at a blue ram and I immediately said No, that is not what I'm looking for, ****** said, stay here and I will bring you another to look at. Waited 2 mins and he brought the black 2020 dodge ram bighorn. I really liked and got in and asked how many miles, ****** replied ******. As we were sitting in the lot looking at the features there was something coming from the vent that looked like mist. I drove it up the road to the goodwill and turned around because the mist was not stopping and I was not comfortably driving it anymore. Returned to the lot and had me sit down with ***** to talk numbers. He asked what my could my payments look like and I said no more then 450. At this point I am texting my son there are pushing me into a truck and I asked to come down there but he was to far away. I started to panic and cry because once he came back he said they can do 785. and I was like no way, can't do it. He comes back with 500 but I have to pay 2500. for taxes and I said I can't do that. Am am still crying and now freaking out inside. He comes back with 600. He goes sign here and you can refinance in 6 months. At that point I step outside and call my mom crying telling her what just happened. The next guy was pressuring me into other warranties and I said no so many times. Signed on tablet, got thumb driv

  Business response

  07/31/2024

  I reached out to ******* right away and apologized for the experience. I also told her she could return the vehicle or I would be glad to try and find her a truck that would fit her payments better. It was a great conversation and she is coming in to look at another truck that might work within the hour.

  Thank you

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Lithia Chrysler Dodge Jeep Ram FIAT of Spokane needs to be held accountable for their false advertisement. Many people have reported this issue, even the BBB has an alert on this company dating back 3 years ago. Yet, its still occurring. They are sending out flyers that make you believe theres a chance to win cash or prizes by playing the pull tabs. It appeared I had won $1,000 cash (this is the common trend). There is a ***** number and confirmation code you put in. The recording says you did indeed win and to proceed to the business to collect. When we called the business, they gave us a complete run around, BUT they said we could have still won, we just need to come in and thats how they can tell; they put in a code. Everyone who has reported this scam all have the same story. Youve won $1,000 but then when they get there, they collect your information and say you didnt win. This is absolutely unethical and a disgrace. How can they go this far and not have any repercussions? Not only false hope, but people taking the time to drive there, only to have their information taken. Please help spread this information so this scam can be stopped. The company needs to publicly apologize and learn how to be ethical.

  Business response

  07/24/2024

  I apologize for any misunderstanding created by the mail piece received. Legally we scrutinize all of our marketing to make sure we are adhering to any and all of the strict guidelines imposed. That stated we want our customers and community to be Happy and respect us as a dealer. I have forwarded an email to Stormy, I called but no one picked up, apologizing for any misunderstanding and a promise that I would review and further scrutinize any future campaigns to make sure they would be more transparent.

   Thank you

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In July of 2022 my husband and I flew to Spokane, ********** and bought our brand new 2022 Jeep grand Cherokee. We had to drive the vehicle home. About six hours into our drive when we stopped, we recognized the vehicle did not have the runningboards on the side that the contract stated were part of the package. I Immediately called the dealership, and they confirmed that the vehicle should have the runningboards and through the picture that the dealership had taken of me and my husband standing in front of the vehicle that there were no running boards. For two years, they have passed me to different representatives with no help over a year ago. My husband was diagnosed with multiple sclerosis And now struggles to get into the vehicle, but hes paying for every month. My last interaction with Spokane, Washington Jeep dealer was the manager telling me that this was my fault. This business does not support disabled individuals and the fact that I have to watch my husband struggle to get into his dream vehicle corporation wont make it right.

  Business response

  06/20/2024

  I just talked to customer. They are putting on running boards in Ca. and I will be paying for it. She is happy and I like her. Nice lady

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently purchased a 2023 ***** Tahoe from Lithia on April 17, 2024. While driving home to ********, **, an error message appeared on the screen stating "Front Collision Sensors were deactivated." Initially, I thought it might be due to driving into the sun, which could have affected the cameras and sensors. However, the issue persisted over the next few days, so I contacted Lithia. They advised me to reach out to a Chevrolet dealership since the vehicle was still under warranty.After waiting a few weeks, I managed to get an appointment with my local ***** dealer on May 20, 2024. After two days, on May 21, 2024, they informed me that the windshield had been replaced with a non-OEM part, which was causing the cameras and sensors to malfunction.I then contacted Lithia of Spokane to seek assistance in getting the windshield replaced or exploring other options. I spoke with two salesmen, **** and ******, who both promised to pass my information to management. I also talked to ****** in finance, who said the same thing.It has been a few days since then, and I have yet to receive any response from anyone. Each time I follow up, I am told my issue will be forwarded to management.The ***** dealer provided a quote of $1,200 after taxes for a new windshield and the calibration of all sensors and cameras. ********'s quote for an OEM windshield is about the same.In summary, I am seeking advice on my options, as it seems Lithia of Spokane sold me a vehicle with malfunctioning safety features.

  Business response

  05/28/2024

  I have been talking with the customer and have an, agreeable, game plan to resolve the concern.

  Thank you

  Customer response

  05/28/2024

  In regards to there response I have not heard anything from Lithia and have not made any type of agreements to anything.  This is the first Im hearing about anything.  I have no clue what there game plan is.

  Customer response

  05/30/2024

   
  Complaint: 21755947
  
  I am rejecting this response because: I have not heard from anyone at Lithia.  I have no clue what there plan is or who they talked to.
  
  Sincerely,
  
  ***********************

  Business response

  06/27/2024

  I talked with *******. I lost his information due to our CDK challenges and apologized for the time delay in resolving the issue. He will be taking the vehicle down to ************* in ***** and I will be paying for the repair to get his windshield and from collision camera up and running.

   thank you

  Customer response

  07/02/2024

   
  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.  I am just waiting for them to schedule.  Wasn't sure if it should be closed or stay open until the actual repair happens.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  To whom it may concern, I am writing to formally lodge a complaint against Lithia Chrysler Dodge Jeep RAM Fiat of Spokane for unethical business practices during a recent vehicle purchase. On April 5th, 2024, I purchased a ****** Tacoma from this dealership. The sales process appeared straightforward until I reviewed the final sales contract. I noticed an additional charge of approximately $800, which was neither discussed verbally nor highlighted during the negotiation process.This charge was attributed to the installation of a Lojack GPS device. At no point during the sales process was I informed about this device, its benefits, or its associated costs. Furthermore, I was not given the option to decline this feature, which I believe is not only an unethical business practice but also a violation of consumer trust and rights. This practice of imposing undisclosed charges on consumers without their explicit consent is misleading and unacceptable. I have attempted to reach out to the General Manager via email but I have received no follow up response. I am seeking full disclosure and explanation of this charge from Lithia Chrysler Dodge Jeep RAM Fiat of Spokane and a commitment to improve their transparency with customers. Additionally, I request a refund of the $800 charge, as it was neither agreed upon nor willingly accepted.I trust that the Better Business Bureau will take this complaint seriously and help ensure that appropriate measures are taken to address this issue, preventing future occurrences to other unsuspecting customers.Thank you for your attention to this matter.

  Business response

  06/03/2024

  I have communicated with the customer and let him know we will be cutting him a check for the lojack. Upon receipt of the check he said he will withdraw his complaint. He loves his truck by the way.

   thank you

  Customer response

  06/10/2024

   
  Complaint: 21753026
  
  I am rejecting this response because:general manager *********************** told me on Monday 06-03-24 that they will be issuing a refund but now week gone by and I havent received any refund or response to my text message.
  
  Sincerely,
  
  *******************

  Business response

  07/11/2024

  There has never been a question on reimbursing the customer the $800 for the lojack reimbursement. I have been overcommunicating with the customer and explaining that because CDK was down all reimbursement checks had been delayed. I am sorry for the delay but assured the check is coming.

   thank you

  Customer response

  07/26/2024

  I am writing to inform you that our complaint, Case ********, against Lithia Chrysler Dodge Jeep RAM Fiat of Spokane has been resolved to our satisfaction.
  
  To recap, our initial complaint was regarding an undisclosed charge of approximately $800 for the installation of a Lojack GPS device during our vehicle purchase on April 5th, 2024. We were not informed about this device, its benefits, or its associated costs during the sales process and were not given the option to decline it.
  
  I am pleased to report that we have received a physical check via mail from Lithia Chrysler Dodge Jeep RAM Fiat of Spokane for the refund of the LoJack charge. We appreciate the business's response and their effort to resolve the issue.
  
  As such, we are satisfied with the response from the business, and this complaint can be closed with a satisfactory resolution.
  
  Thank you for your assistance in this matter.
  
  *******************
  

  
  

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  They sold me a truck with multiple issues. And it was missing the emissions system and never told me. On top of all that they wrecked my truck and have not fixed it.

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  While traveling in my 2019 Promaster van with about ****** miles on it, I discovered it was wandering all over the road. I stopped in a shop during my travels, and they informed they believed the issue was being caused by faulty motor mounts. They told me they are unable to repair it because they are only a small shop. I made an appointment with Lithia Chrysler and took it to them on 02/28/2023. They initially told me they could not find any problems and that my motor mounts were fine. I was then told that the cause was a bent frame. I told them I had only been driving my van on roadways and had not had any accidents or other damage. They were insistent and told me I would need to take my vehicle to frame shop for repairs. I then took my van to ************************. They discovered that all of my motor mounts were faulty. I discussed this with Lithia and was told I could bring the van back to them and they would replace the mounts but they are a wearable item and would possibly not be covered under warranty. With that information, I authorized ************************ to make the repairs to prevent another vehicle transfer. After the motor mounts were replaced at a cost of $908.39, they discovered several other front-end components worn as well and additional repairs would be several thousand dollars.I then contacted ******* Dodge and was informed that all those components are indeed covered under the manufacturer's warranty as long as they were worn and not damaged. I then transferred the vehicle to ******* and had all repairs made correctly and at no cost under the aforementioned manufacturer's warranty,I am seeking reimbursement for Lithia's misdiagnosis fees and the additional cost I incurred for the motor mount replacement based on their misinterpretation of the manufacturer's warranty.

  Business response

  01/16/2024

  TVehicle was brought in on 02/28/2023 for a diagnostic on the front end pulling and to inspect the motor mounts.  Tech Notes state:
  
  Was able to confirm concern. When driving the vehicle tracks
  straight down the road but the steering wheel is at 1 o'clock position.
  when reaching speeds btwn 50 and 60 mph the steering wheel will jerk to
  the left and after that vehicle will straighten back out again. Wheel
  stays at 11 o'clock position until lower speed is achieved then wheel
  will go back to the 1 o'clock position. Do not believe engine mounts is
  causing the issue.Went over vehicle and didn't see any obvious signs
  of what could cause problem. Will need vehicle for longer period of
  time to properly diagnosis. Did alignment check on vehicle. Inspected
  cradle and other suspension components. Found front cradle bolts have
  signs of have witness marks on the cradle showing that it was aligned
  at some point of an impact event happened and shifted the cradle over.
  Also the right lower control arm joint is missing a washer between the
  nut and arm. Possibly had some parts replaced? Set up alignment and
  found everything is way out of specs. rear camber is way out and is not
  adjustable and shows signs of dog tracking as the left rear tire is
  sitting more forward than the right rear. The front specs are way out
  as well. Will need to go to the body shop to be aligned on their
  machines as we cannot adjust the cradle on it.
  
  Vehicle is a conversion Promaster and has been upfitted as an RV. As the tech notes state, we needed more time to properly diagnose the customer concern but did find several cradle bolts having witness marks,missing washer on the right lower control arm joint, indicating somebody or some other shop likely has previously worked on this vehicle. Rear camber adjustment also out but has no adjustment from factory. Due to what we visually could see as states in the tech notes, we recommend the customer to take the vehicle to a body shop or frame shop as we dont have that kind of alignment machine to tools to properly diagnose. Customer took it upon himself to take the vehicle to another shop and pay for the repairs out of pocket. We offered to refund the customer the $188.62 he paid us for the diagnostic we performed but he declined. Why did ************************ only find the thousands of dollars of worn out front end components AFTER he paid to have the motor mounts replaced for $908.39?
  ell us why here...

  Customer response

  01/24/2024

  I discovered your correspondences in my spam folder tonight after I searched for better business because I had not heard any response.  

  Reading the company's answer is one of the most rediculous explanations I've ever heard.  They state I voluntarily took my vehicle from them.  I went to ************************ because Lithia told me based on there alignment numbers that my frame was bent due to a collision.  I told them at the time that I had only been driving on the highways and had not been in any collisions.  The insisted my frame was bent and hard to be taken to a frame shop.  Hence, that is how it ended up at ************************.  WAC told.me after their first inspection that the frame was not bent and the axle measured up correctly.  The skewed alignment numbers were caused because these vehicles are not aligned like most others and need to be "Carriage aligned".  They then further examined the vehicle and found broken motor mounts.  

  I went back to Lithia with that information and they suggested I return the vehicle to them to have the motor mounts replaced but I would be possibly facing a repair bill because the warranty might not cover the motor mounts since they are a "wearable item".

  With that information, I elected to have WAC replace them because the vehicle transfer is difficult for me as I am single and had to use **** services to complete the transfers.

  After WAC replaced the obviously torn motor mounts is when they discovered additional worn front end components.  I contacted ******* Dogde and their service department informed me that the front end components did fall under the 36 month, 3 year warranty.  ******* Dogde subsequently completed the repairs and returned my vehicle to its proper operating condition with NO additional cost.

  Based on Lithia's response and passing the buck onto everyone else but themselves and their total incompetence, I am confident that outcome would not have ever occurred if I  had returned the vehicle to them. 

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Lithia Spokane, WA Lied about me being approved at a certain interest rate then baited me in to resign my contract one week later, Switched our agreed upon interest rate, refused to give me a copy of my new financing agreement and backdated my financing paperwork.

  Business response

  06/28/2023

  I take and address all complaints from BBB as a priority. I formulated a response and , thought, sent it out. 

  I was surprised to receive an email that said we had not responded. I apologize. This was the response I thought I sent two days after receiving the correspondence. 

  **************** originally came into our dealership on 04/12/2023 and leased a new **** when the original contract was printed it was printed with the incorrect interest rate it was printed with **** and should have been .90 our finance manager noticed this almost immediately  and reached out to **************** on 04/14/2023  for him to drop by and please resign  letting him know there was a typo and needing to be corrected *************** said he would be here on 04/15/2023 to resign  he never showed up so ****** reached out again and **************** than said he could not make it in until 04/18/2023 and would like proof of what he was signing so we sent him a copy of what he was signing with the new rate and after he reviewed it he asked us to remove the 299 low **** that was sold to him at time of sale and we told him we would gladly do that and we printed up the paperwork so he could just simply come in and sign he also  said he wanted a free tonneau cover thrown in to compensate him for his time of having to come back to the dealership and basically said he would not come in until we told him we would get him a free cover so after trying for days to get him in I finally decided to agree to a free cover so on 04/21 3 days after another promised visit we reached back out to **************** and he finally agreed to come in and sign and also made sure we had ordered his free cover which we did and are waiting for it to arrive

  Again I am sorry the correspondence did not go through. 

  It is always important to me to maintain a great relationship and standing with the BBB

  Have a great day

  Customer response

  08/02/2023

  Company is currently being sued for violation of ******** consumer protection act on this matter. That is why it took them so long to respond. Not only do they have the facts incorrect in regards to their response, but they are misleading BBB as well.

• Initial Complaint

  11/17/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a used Ram pickup from Lithia on 11/12. I traded in a 2014 **** Explorer. They gave us $500 for the Explorer. Both my wife and I like the truck and thought the deal was good I negotiated in good faith. Signed all paperwork and loan papers. Sales person was great. Nonissues there. Literally as I was at the door to leave I asked for the second set of keys. I was told there was none. And Thats how it is. Apparently keys are approximately $300 at dealership. They instead gave me a link to a business that sells them cheaper. Still over $200. I was never told there were no second set of keys. If we would have known that we would have negotiated that in the deal. They did not give me all of the info in the process of the deal. I have emailed their corporate Lithia cares site 3 times asking for communication and a resolution. Every time I get a Someone will contact you shortly message. I have heard nothing. I negotiated fairly. Did not mis represent anything. Tonight I called salesperson again asking for clarification. I was told they already discounted the vehicle so I would not be getting a key. That is not my fault. I negotiated based off of everything being in place which it was not. They asked if my trade in had 2 keys and I said YES. All I want is a second key for my vehicle. Paid $30000 for the truck. I am sure it will cost them way less that it would cost me to replace it. I gave them a few options. One either replace the key or give me enough credit at the dealer to get a new one. Or two I will keep the truck. Re do the loan for $500 more, which is what I got for trade in, Will add like $10 To my payment. But I want my trade in back to sell myself to use The money for a key and I will keep the rest. They denied both options. All I want is another key. I should not have to buy one out of my pocket

  Business response

  11/18/2022

  I wish I was aware of the situation earlier. We will cut the customer a key.

  thank ******* us why here...

  Customer response

  11/30/2022

  Thank you for your help.  The dealership called me and is ordering me a key free of charge.  Thank you 
  

  
  

*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. ↩