BBB Accredited Business since

Rairdons Dodge Chrysler Jeep of Kirkland

Additional Locations

Phone: (425) 821-1777 Fax: (425) 605-5144 View Additional Phone Numbers 12828 NE 124th St, Kirkland, WA 98034 http://www.kirklandchryslerjeep.com

BBB Business Reviews may not be reproduced for sales or promotional purposes.

Description

This company offers new and used car sales and services.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Rairdons Dodge Chrysler Jeep of Kirkland meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Rairdons Dodge Chrysler Jeep of Kirkland include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 47 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

47 complaints closed with BBB in last 3 years | 19 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 21
Billing/Collection Issues 0
Delivery Issues 1
Guarantee/Warranty Issues 5
Problems with Product/Service 20
Total Closed Complaints 47

Customer Reviews Summary Read customer reviews

1 Customer Review on Rairdons Dodge Chrysler Jeep of Kirkland
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 1
Total Customer Reviews 1

Additional Information

top
BBB file opened: August 10, 1995 Business started: 09/01/1994 Business started locally: 09/01/1994 Business incorporated: 06/25/2007 in WA
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Washington Secretary of State Corporations Division
801 Capitol Way S, Olympia WA 98504
http://www.secstate.wa.gov/corps
Phone Number: (360) 725-0377
corps@sos.wa.gov

Washington Department of Licensing
PO Box 9020, Olympia WA 98507
http://www.dol.wa.gov
Phone Number: 800-451-7985
profquery@dol.wa.gov

Type of Entity

Corporation

Business Management
Mr. Greg Rairdon, President Mr. Micah Madche, Customer Relations Manager
Contact Information
Customer Contact: Mr. Micah Madche, Customer Relations Manager
Principal: Mr. Greg Rairdon, President
Business Category

Auto Dealers - New Cars Auto Dealers - Used Cars

Hours of Operation
Monday - Friday
7:00am - 6:00pm

Saturday
8:00 - 5:00pm
Alternate Business Names
CJOK Inc

Customer Review Rating plus BBB Rating Summary

Rairdons Dodge Chrysler Jeep of Kirkland has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 12828 NE 124th St

    Kirkland, WA 98034 (425) 821-1777 (866) 548-1477

  • PO Box 2879

    Kirkland, WA 98083

X

What is a BBB Business Review?

We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.

X

About BBB Business Review Content & Services:

Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.

Professional AffiliationsX
X

Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

X

BBB Complaint Process

Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

X

What is BBB Advertising Review?

BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.

X

What government actions does BBB report on?

BBB reports on known government actions that are relevant to the business's marketplace dealings with the public.

X

Thank you for your feedback!

Help us improve by taking our survey.

X

BBB Reporting Policy

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.

X

Additional Phone Numbers

  • (866) 548-1477(Phone)
Find a LocationX

  Change Location
Show Only Accredited Locations


Complaint Detail(s)

4/11/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a brand new Jeep from Rairdon's a couple months ago. I noticed right away that the car had issues turning over, and that the breaks were extremely loud when backing up. Which I shouldn't have any of these issues for a while. There is also a banging noise when I turn corners. I took it back in to have it looked at. I was told that everything was ok. To use my second key to stop the issue of my car not wanting to turn over. Of course that didn't work. I was also told that I have drum brakes and that they make noise. So not satisfied I took my car home and left. About a week later still having the turn over issue and not my brakes make noise moving forward and its hard to stop on inclines. I called back to dealership and they wanted me to make arrangements to drop my car off for several hours, which is hard to do when this is your only vehicle and you work everyday. As a result of my brakes not working properly I rear ended another car. I am extremely dissatisfied with the price of my car. Its really disturbing how overly helpful the car lot is when making the sell but don't want to help once the purchase is over. So now I owe $25000 for a cheap Jeep that has roll up windows, no leather no luxury features, and can be found at other lots for anywhere from $6500-$10000 I feel ripped off. I will never go to this car lot or purchase a jeep again.

Desired Settlement: I do not want this Jeep.

Business Response: As she states, Ms. ******* purchased a brand new vehicle from our dealership, and returned at a later date with concerns which could not be duplicated or verified at that time by our technician staff.  Her vehicle (including the brakes) was thoroughly inspected, but no problems were found. 

She later called our dealership, stating that she would like us to again attempt to verify her concerns.  We agreed to do so, but Ms. ******* refused to bring the vehicle to the dealership for verification, as she states in her complaint. We will always welcome her to have potential problems diagnosed, scheduling permitting.

4/11/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had recently purchased a new 2013 Dodge Challenger from this dealership back in January 2015. At the time of purchase it was known that there was an open recall on the alternators. A sales rep had contacted me on sunday March 15th and during that conversation the rep asked if there was anything that he could do for me. I had mentioned that I was still waiting on a phone call from Dodge for the open alternator recall. The rep mentioned that he would look into that for me. The very next day, Monday March 16th I received a voicemail from the sales rep asking me to contact a ****** in the service department and he would take care of me. I called into the service department on the morning of the 19th and asked to speak with ******* whom promptly passed me off to someone else without finding out why I was calling in. I then proceeded to attempt to schedule a service appointment for the alternator recall after finding out the the part had come in from the rep I had been passed to approximately 2 weeks earlier. I had asked why I had not received a phone call alerting me to this and they had no explanation. They also told me that I could not get a rental car while the worked on my car as this incoveniences me and that as the service department is open on saturdays, they can only do recall work Monday thru Friday.

Desired Settlement: I would like Dodge of Kirkland to either issue out a rental car to me free of charge while they work on my car for the open recall and to allow the work to be done on a saturday as Monday - Friday is a huge inconvenience as I would have to take time off work.

Business Response: We apologize for the inconvenience.  As this recall can only be performed at our dealership during a weekday, we will gladly provide one day of rental assistance. 

4/2/2015 Problems with Product/Service
2/18/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: My wife and I were lied to on three major areas of the purchase of our 2014 Grand Cherokee. The first issue is the fact that we were told that an extended warranty was required for our financing. The cost of said warranty was 3000 dollars. When I called the finance company to make our first payment I asked if the warranty was required for our financing. The answer was no. I called Rairdons, I talked to our sales person ****, sent me to *************. At this time I told him of the situation, he emailed me the form to fill out to cancel the warranty. This was around the 13th of December. I faxed the form back on the 17th of December. My wife and I were told it would take about two weeks. On January 1st, after not having any success getting a hold of any one at the dealership we refaxed the form again. Waited a couple of days nothing. So I called again, from this day tell tell on or around the 19th of January I got the run around. Finally ***** who is the Lead Sales Manager got the warranty supposable taken care of. Still waiting for it to post to the loan which is through ****************. The second issue complaint is we were told that we could refinance with **************** in a few months, assuming we stayed current on our loan. Well so I figured after the warranty that we didn't want and three to four payments our balance would be down significantly. So I called the finance company back to check on the refinancing. They don't refinance. That makes two lies. The third issue is that the above mentioned warrantee that we signed for was suppose to be 100 thousand miles. We got the warranty cards in the mail and it was a 70 thousand mile warranty. the final issue that we have with Rairdons is there lack of customer service. I have made contact with Rairdons at least once a day since this situation started. I have been told to fax documents, I have. I have been told to email my issues I have. I have been told everything, with no results. The bottom line is I do not see how a dealership bold face lies should cost us thousands of dollars.

Desired Settlement: At this time I have given them plenty of time to make it right. The only settlement that we feel is right is for a partial refund equal to the amount of money their lies have cost us. Assuming the warranty is done that is 3000 towards the balance. This does not cover the interest we have paid on something that we did not want. Being that after the warranty is removed we are still roughly 8000 upside down I would take a settlement of 8000 dollars. This would allow us to trade in the Jeep. This is fare because we are still eating our down payment, and our trade in equity.

Business Response: Initial Business Response /* (1000, 5, 2015/01/30) */ A full refund for the warranty and taxes paid was processed and mailed to the ********'********* ******* prior to receipt of their concerns by your office. In addition, we have processed a check for $300, which will account for interest charged ($82.74) and an additional amount ($217.26)for goodwill. The ability to refinance a loan is dependent on many variables, which may include the customer's creditworthiness. Often, it may take a number of months to or longer to improve one's credit rating to a level which will result in an approval for a loan which is lower than their current rate. This is, of course, is only one variable, and the final decision is dependent on the approval of the lending source chosen by the customer, which we have no control over. We are happy to give them recommendations in the future if they should desire to refinance their loan with a new lending source.

1/30/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I own a Jeep Cherokee SRT 8. My vehicle was broken into while parked overnight at the hospital where I work on 12/8/14. The initial damage on the vehicle itself included a broken driver's side passenger window and trauma to the interior secondary to glass fragments. It was also noted that the rear electronic hatch was not working. I subsequently took the vehicle to Rairdon's Dodge Chrysler Jeep in Kirkland where I have had previous service performed. My request at that time was to repair the broken window and rear hatch to include inspection of the vehicle for other damages, and detail it once finished. A claim had been submitted to my insurance carrier *********** and a claim number was provided to the dealership. As I still needed a vehicle, I rented one through ********** ********** on that date. I was told that the vehicle would be completed by the end of that week. On Friday of that first week I was then told that the vehicle would not be finished as they were looking for a "module" for the rear hatch. I continued to be suspicious that the hatch was not working by coincidence to the damage done to my vehicle on 12/8/14. The vehicle had already been detailed. The following Monday 12/11/14 I was contacted by the service representative who states that they ultimately discovered that additional damage occurred to the vehicle to include the rear hatch accounting for loss of its electronic capability. I was a bit shocked that these damages to the body had not been discovered at the time of detailing. This therefore required additional work which was outsourced to a body shop with whom Rardin's reportedly works with frequently ********* ********** Once again our insurance adjuster provided the work order without delay. Without going into additional significant detail I was subsequently told on four additional occasions a time and date that my vehicle would be completed and that I could pick it up. On the days that it was supposed to have been completed I was then told at the last minure that there would be a delay in completion of repairs. Finally on 12/29/14 I was told that the vehicle would be ready to be picked up. On my arrival to their dealership that evening it was discovered that the hatch still did not work and that some damage was done to the key such that the keyless entry did not work, noting that this was not an issue at the time of the break-in. I was so frustrated at that point I took the vehicle home and the following day (today) was told that the auto body shop had somehow damaged the latch on the rear hatch and that their own service department damaged the electronic key both of which needed repairs which would not be completed today and I would therefore have to again rent a car. I have now been without my vehicle for 22 days. It is recognized that my insurance carrier will be covering most of the damages. My concern about this process is the total lack of responsibility as it pertains to coordinating service with my vehicle and actual dishonesty as it pertains to the status of the vehicle. My concerns were expressed to the service department manager who 4 days ago stated that he would "own" the problem and that there would be no further issues. He claims that he went over the vehicle yesterday prior to releasing it for my pick up. I am not looking for any specific damages noting that the primary issues for me include time spent rescheduling patients in my office so that I could pick up my vehicle noting that I was always notified on the day of the planned pickup that there would be an additional delay. There was no sense of responsibility on the part of the staff at Rairdon's. At this point in time I feel that this company has a complete lack of regard for its customers or sense of responsibility. I therefore feel obligated to report this to the better business bureau.

Desired Settlement: I am not truly looking for a financial settlement as my insurance covers the damages. Arguably paying for the rental car which is not covered would be appropriate. They offered to cover 1 of the 3 weeks. I simply want this on their BBB record. I was/am amazed at their total lack of remorse about this problem. It is the absolute worst customer service experience I have ever had. I felt like my car was held hostage.

Business Response: Initial Business Response /* (1000, 5, 2015/01/09) */ We have worked with *** *********, and it is our understanding that his issues have been resolved. We have one trim piece on order which should arrive shortly. Initial Consumer Rebuttal /* (3000, 7, 2015/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Though hopefully once the trim piece and lighting issues are fixed, the damages will be resolved. The issue is the lack of service, poor communication, and lack of ownership of the problems. They had my car for 23 days, and there are still issues to be completed. This should have taken 4-5 days. Final Business Response /* (4000, 9, 2015/01/14) */ Although we cannot turn back the clock, we look forward to the remaining repairs being performed. We Apologize to the delays which we were responsible for as well as the delays which were the responsibility of the body shop.

1/21/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The main concern & issue is that we purchased a new vehicle with 10 miles (as shown on all of the paperwork signed) and received a vehicle with 313 miles. The following communication below was taken from an earlier email sent to the dealership to try and resolve this issue prior to escalating it to the BBB. As you can see the sales experience was less than ideal but again the main purpose for us reaching out to the BBB is the fact we received a car we did not pay for. It was driven against the manufactures recommendations for a break-in period thus voiding any warranty and my faith that this will be a reliable car down the road. We were told to come to the dealership to speak with a manager. He refused to speak with us and nothing was resolved. Sales Experience After the paperwork was filled out, ***** stopped over to further inquire about the possibility of making a deal if it was advantageous for both of us. I explained that we have a fully loaded 2012 Rubicon that we LOVE and really didn't have a desire to sell or trade. He assured us many times the price of the new jeep was the lowest he was able to offer and would be a good deal for both parties. He was able to offer us a fair trade in price for our current jeep because of its condition, options and low miles. I trusted his word, as I have never had an experience at Rairdon's to cause me to question it. Unfortunately, this wasn't the case, as the details explain below. Advertised price of Jeep The jeep ***** located for us was in Spokane, WA. He said it would possibly be ready to pick up Sunday, but no later than Monday. After getting home, I was eager to check out our new purchase. I went online and found the jeep in Spokane we had purchased. It was advertised online by the dealer for $1,500 LESS than we paid (see screen shot below). This made me question if both parties equally benefited from this purchase. I definitely understand that dealers need to make money, but for a loyal customer to be taken advantage of was the first cause of our frustration. We thought we were getting the best deal with this new purchase. Because of this, we compromised a bit on the newer vehicle. (The new jeep we purchased does not have the Automatic Temp Control or remote start). These features were both items we grew to really like in our 2012. All other options matched identically to what we would expect. Communication of delivery timeframe I hadn't received any status on Sunday, so I called ***** to inquire around 5:00 pm. He mentioned they were not able get it today but was promised it would be here on Monday. On Monday, I had the following conversation (via text) with *****: * This ****? (12:30 PMvia Google Voice) * Yes (1:06 PMvia Google Voice) * Hey its ***** at Rairdons... the new jeep won't be 100% until tomorrow. When they got to the Spokane store yesterday they were closed. I will shoot you a text and pic of it and send it to you the second it shows. I will have a full tanks and a killer detail on it. Again you and your lady were AWESOME people! Thank you so much and talk to you soon (1:14 PMvia Google Voice) * Thank you for the update (1:21 PMvia Google Voice) * I did see it priced about 1500 lower at ******* on line so not supper happy with my experience at rairdon. Thought I would share that. (1:24 PMvia Google Voice) * Key thing about that is i gave you way way more then fair on your trade. In the end it was a better deal here as they would have came in about 3 to 4000 less on it. (1:29 PMvia Google Voice) * Regardless WA state law requires dealers to honor lowest advertised price on new cars..., it was supposed to possibly be here Sunday and for sure ready Monday, now it's not going to be here until Tuesday. Please let me know when it's available to pick up. Thank you **** (1:40 PMvia Google Voice) * Again can if we sold for that your trade would be 1500 less.. and yes will do (1:41 PMvia Google Voice) * If you wish we can discuss when we come to pick it up. What I'm referring to is posted on the Washington State Attorney General website and can be found under the "Truth in Auto Advertising" section referring to the cost of the new car not connected with the trade-in price. Hope to talk with you soon. (1:51 PMvia Google Voice) * Yup talk to you tomorrow (1:52 PMvia Google Voice) He seemed to be a little defensive and was justifying the price we paid on the new vehicle, as he gave us more on our trade-in. Our 2012 Rubicon was already advertised online Sunday for well over what we received trade. On Tuesday, I did not hear from anyone until 2:55pm asking what time we were going be coming in to pick it up. No picture text was sent (as mentioned above), no updates, no current status. Below are the texts between ***** and myself. * What time do you think you will be buy? (Tue, 2:55 PMvia Google Voice) * Is it ready? If possible I would like to stop by after work on our way home. We can be there around 5 (Tue, 3:19 PMvia Google Voice) * Sure sounds great (Tue, 3:24 PMvia Google Voice) I was less than thrilled at the lack of customer service. I understand I was a bit hard on him only because I thought he was being fair with us. After finding the price advertised $1,500 lower than we paid and seeing our 2012 posted online for $5,500 more than we received for trade, this became frustrating. We also purchased a maintenance contract and extended warranty adding to the profits of the dealership. I would think they would be more understanding and try to smooth over the situation vs. making it worse or making accusations that ************ would not have given us the same amount on trade as Rairdon's did. Incorrect VIN & Paperwork On Saturday night after we purchased the vehicle, I wanted to get our insurance information squared away. When calling the insurance company, I found out that the VIN on all signed paperwork was not being accepted. When arriving at the dealership on Tuesday, I informed ***** of this error. He had already known this information but apparently failed to disclose it to us. Why? I would expect this to have been communicated to us prior to our arrival. This added additional time to the pickup process. I also noticed the duration of our Mopar service agreement did not have any sort of details about its duration written in our agreement. I was under the impression that this was supposed to be the same duration as our purchased Advantage warranty (7 year / 100,000 miles), but when inquiring to get further details, another associate had to research exactly what had been purchased. He found out the plan we purchased was for 5 years / 50,000 miles. The fact these details weren't not on the original signed paperwork was frustrating and misleading. Mileage (313 miles) of new Jeep upon delivery When signing round two of the paperwork Tuesday evening, we inquired about the current mileage on the vehicle. It was listed as having 7 miles on the website and 10 miles on the paperwork we signed. We inquired and wanted to validate the 10 miles were accurately reflected on the sales contract. The finance person assured me it would be around 10 miles given they never drive new vehicles and always trailer them. Against my better judgment, I did not listen to my wife to double check the mileage and trusted, yet again, another associate and continued to finalize the paperwork. Unfortunately, once again, this was not accurate communication and the documentation he presented was falsified. As you are aware, our "NEW" jeep had 313 miles prior to us owning it. This is not a new vehicle. As you know, the first 1,000 break-in miles are critical to the engine and transmission's longevity and health. This is THE primary reason we purchased new and paid the extra premium that is associated with a new vehicle. I expressed my frustration and concern with you Tuesday night. Once again, my apologies for taking that out on you. After reading the details on our full experience, I'm sure you begin to understand why I was as frustrated as I was. Vehicle Health I was definitely upset knowing our new jeep was driven its first 311 miles by someone I do not know. I also understand the drive from Spokane to Kirkland, has several hard up and down inclines and speed limits maxing at 70 MPH. I was hopeful the driver would be cognizant of the break-in period. Upon checking the GPS, I found the top speed was recorded at 81 MPH, shedding to light the worries I had were real. Between the high RPMs required to cross the mountain passes, and cruising speeds in excess of 70 MPH on a brand new vehicle with less than 10 miles, this is definitely not good for the jeep. Quote directly from the Jeep owner's manual: "Drive moderately during the first 300 miles (500 km). After the initial 60 miles (100 km), speeds up to 50 or 55 mph (80 or 90 km/h) are desirable." *Page 99 in the official Jeep Wrangler manual ***** communicated in his text above he had sent somebody on Sunday to pick up the jeep. He mentioned they were closed and couldn't get to it until Monday. Would he not have known the logistics of the delivery and if there was a trailer or not? In either case, why was this not properly communicated to us? If we had known they were going to drive it from Spokane, we would never have agreed to purchase it. Unfortunately, we are now forced into this vehicle purchase unfairly.

Desired Settlement: 1. Return the 2015 Rubicon and get our 2012 Rubicon back for the trade in price we agreed upon 2. Replace our "NEW" 2015 with a truly new vehicle under 40 miles and comparable features 3. A refund that reflects the risk we forcefully accepted by taking a vehicle that was mistreated in its first critical 300 miles. Dealer would cover the extended warranty cost.

Business Response: Initial Business Response /* (1000, 5, 2015/01/05) */ We have agreed on an amicable solution and will meet shortly to finalize all aspects of the resolution.

11/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: They ruined my motor, tore it apart, and left it exposed to the elements. Rairdon told me my warranty claim was denied and tried to sell me a new truck. They told me the repairs were going to cost over $6000.00. I called my warranty company who said they had not denied my claim and were waiting to hear from the service deptartment. I confronted Rairdon with this information and they told me they would try to follow through with the warranty. They contacted me again saying that my warranty wasn't going to cover the repairs and that I owed them $2000.00 in diagnostics. when I showed up to pay the bill they furnished an invoice saying I owed $1235.69. They said they didn't know where my truck was. I had a 20' flat bed tow truck picking up my vehicle when one of the mechanics came running out saying with a frustrated tone, I quote "AWE, YOUR TAKING IT" then walked away. Also in the bed of the truck were pieces of my motor getting rained on and rusty. they also left the trim rain guard off letting rain water fill up my cylinders. The cylinder walls had thick rust buildup. When I brought my truck to them it was running. This was a brand new motor with 16,000 miles on it. I have my receipts of 14k from the total install done by ******* ********* just 18 months prior. My warranty from the install had just recently expired. I do have a third party warranty from the original purchase of the vehicle. I have timed stamped photos of the damage to my vehicle and witness's to everything. I never signed an invoice for this. While leaving, someone representing Rairdon kept apologizing for everything.

Desired Settlement: I want to be made whole. This was a new motor, now it is junk. Thanks Rairdon.

Business Response: Initial Business Response /* (1000, 9, 2014/10/15) */ Mr. ******'s vehicle was towed to our dealership. He stated that there was an extremely loud noise coming from the engine area while the vehicle was running. After receiving his permission to perform a full diagnostic and teardown of his motor, we submitted a list of the repairs needed to the company whom he said was providing a warranty on the engine. Mr. ****** was aware that the diagnostic, teardown, and any other work he authorized would be done at his expense unless paid by another entity on his behalf. The warranty company whom Mr. ****** asked us to call denied his claim and also declined to pay for any diagnosis or teardown. We informed Mr. ****** of this, and the fact that regardless of whether he would like us to perform the repairs, there was still a bill outstanding for the work he had already authorized. Mr. ****** told our dealership that he would like to consider his options and would be in contact with us shortly. We left his truck in our shop, occupying a stall used for repairs, and awaited his decision. After two months without contact from Mr. ******, we moved his vehicle outside. The hood was closed and the parts which had been removed from his engine during the teardown were placed in the bed of his truck. The bed of his truck was covered with a canopy. Mr. ****** was never promised free indoor storage of his vehicle for a long amount of time, nor did he have any reason to believe that vehicles awaiting their owners to arrive would be parked inside indefinitely. Despite this, we kept the vehicle inside for a more than ample period of time. We cannot be held responsible for any surface patina which may be on his engine components as a result of his decision to not have it re-assembled. After three additional months, Mr. ****** informed us that he did not want to perform the repairs, and sent a tow truck to retrieve his vehicle. We understood that Mr. ****** may have been struggling to afford the work performed on his vehicle, so we discounted his bill by nearly $800, as he stated in his complaint. We believe that this was more than generous. Initial Consumer Rebuttal /* (3000, 11, 2014/10/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Let's simplify this to evidence which I am not lacking. Rairdons service advisor told me that my warranty company denied coverage and that I would have to pay 2000.00 for diagnostics or 6000 dollars for repair. After being informed of this I contacted my warranty company the same day only to find that they were awaiting a response from rairdons dodge to make a final descision. Secondly in the estimate for repair rairdon qouted me 2300.00 for a remanufactured head and informed that my existing head was not repairable. This was not true as I have had the head repaired by another shop. Third I have photographs of the truck. It was not covered by a canopy the drivers window left down the engine left uncovered and rain was allowed to damage the short block which prior to the "service" was in good condition. I am not to blame for the lengthy process but attribute it to the disorganized and less than honorable business practices of rairdon dodge. Throughout the process I stopped in several times to check on how things were progressing because calling them is ineffective. a lot the delay was in fact caused by rairdon most of the reasons I heard were the warranty company is difficult to get a hold of. At no time did I express lack of funding. this is an untrue assumption on the part of rairdon. so instead of grasping for reasons to blame me for damages caused by rairdons so called mechanics clearly lacking Care or skill. Why not do the right thing. Final Business Response /* (4000, 13, 2014/10/27) */ Our dealership did what was in our power to keep *** ******'s vehicle protected. Had he not wanted it stored outside, he would have retrieved it in a timely fashion. He was given a sizeable discount on work performed, and we feel that this was a sufficient solution to his issues.

11/4/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The business should tell the customer that a $500 dollar fee for etching (lo-jack) will be added to the purchase price up front instead of at the time of signing the final papers. It is an unfair practice to say the least.

Desired Settlement: I want other customers to know about this unethical practice since they got me already. They should refund my money since it was never disclosed beforehand like they do with factory rebates, military rebates, and lease cash.

Business Response: Initial Business Response /* (1000, 5, 2014/07/24) */ All terms of Mr. ******'s agreement to purchase were fully disclosed to him in writing before he entered the finance office. Despite this, we are happy to cancel his protection products. The $499 he paid will be refunded and mailed to his lien holder. Initial Consumer Rebuttal /* (2000, 7, 2014/07/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) That sounds fair. To clarify, I did not know about this practice when I was signing paperwork with the sales department. I did know about it when I was with the finance department. Why not list $499 as part of the automobile price to let the customer know beforehand? That would make it crystal clear.

10/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a 2005 Ford F250 in February from them with 58k miles on it. It had a starting issue that I dealt with for 4 months as I had a 3rd vehicle to drive. I figured it was a known issue that Ford has that is about a $600.00 repair. Turns out when I took it into Ford to service that the problem was a complete failure of most of the electronic systems in the truck, and that the check engine and wrench lights were popping on for this reason. i contacted Rairdon's to get their comment on this. the total bill to fix the truck was $4700.00, it was also discovered during the repairs that something had been dropped through the air intake damaging the turbo. Since the turbo still functions for the most part I elected not to spend the extra $2000.00 to fix this.

Desired Settlement: I am looking for compensation for them selling me a truck with known defects that were well over a standard costs. I purchased this truck for 23k, there should of been significant discounts given the amount of systems that were failing when I purchased it.

Business Response: Initial Business Response /* (1000, 5, 2014/09/26) */ We are in the process of researching Mr. *****'s concerns and are contacting him to see if this matter can be resolved amicably. Initial Consumer Rebuttal /* (3000, 10, 2014/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) The truck was marketed as a "Low Miles" vehicle and was priced close to full retail. The fact that a ***** mechanic failed to fully inspect a **** truck is not surprising. The truck was purchased on a day when it was in the 20's and we barely got it started then and should of been a massive red flag for me, but I went with the salesman's reassurance that it was cold and a diesel that had sat for weeks. From start to finish Rairdon's suckered me in with this sale. If the repair had been $1000.00 or under I would of been fine with it. The repair receipts show very clearly the entire truck should not of been marketed as low miles, and perhaps a ***** mechanic should learn how to pull wrench codes off a **** engine. I do accept the offer of $500.00. If they want to bring this up to paying for the cost of the turbo that still needs to replaced based upon the photos I submitted to them showing the obvious damage the **** mechanic found, I would consider this closed. The cost of the turbo is ~1750.00 plus labor. Final Business Response /* (4000, 12, 2014/10/09) */ Despite doing our due diligence to inspect used vehicles for safety and mechanical/performance issues, predicting what may fail on a vehicle which is nearly ten years old after is has been driven for five thousand miles is not possible. we will offer Mr. ***** a goodwill payment of $500 provided that he sign a release, stating that he considers this matter settled and make no further claims. This offer will be on the table unwil October 20th, after which we will consider the offer invalid. Final Consumer Response /* (4200, 14, 2014/10/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) The problem occurred immediately upon the weather warming up, IE within the first 500-1000 miles I had the truck, again since it is a 3rd vehicle I did not bring it in immediately as it was a very intermittent issue. Also in looking at the official sales papers to the time I took this in since the problem was daily was about 4000 miles, this was a pre-existing condition that would of easily been identified by hooking a computer to the truck. Rairdon's failed to do this basic step and sold me a truck at close to full retail price that requires $7000.00 worth of parts and labor when including the turbo. In no way do I accept $500.00.

8/28/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I will do my best to keep this very short. When I was at Rairdons Chrysler dealership yesterday to pick up the car I wanted to buy everything was fine. 2 day before that we had agreed on a price for the New 2014 300 (the price on your website minus the discount I don't qualify for) as well as the trade in of my 2014 Dart, interest rates, everything. They contacted me and let me know the car was ready to pick up, the deal was done and I could come get the car. I was unable to come the next day so I went up there 08/03/14. I had asked via text what the details of the deal were, but was told he was not as his desk and he didn't know. When I got there 08/03/14 I was ready, the car was ready and I assumed the deal was when we had agreed to. 1. When it came time to sign the papers I was told I MUST have a co-signer, something I didn't really want, but a lower interest rate it's OK. 2. The second problem was the value of my trade in. 3. When I was signing the papers yesterday they told me I MUST get the extended warranty for $2999.00 as it was required for the loan. When I was there on 08/01/14 I was told with a cosigner my interest rate would be 5.99 to 7.99, without one it would be 12.99. On Friday they offered me 11,000. for my 2 month old 2014 Dodge Dart SXT with 2340 miles on it. I told them no way, and started to leave. I had told them it's KBB trade in value was worth 15,092., and the NADA trade in was 17,200. and I wanted the 15,000 for the car. They came back and offered me 14,200. for the Dart and I refused as I didn't want to loose another 800. for a car that was in perfect condition. They quickly agreed and said they would take the trade in at 15,000. I was told nothing about a warranty being required. When I was sighing the papers I was told I had to have the cosigner, I said OK. I then saw the warranty page and told him I didn't want it. I was then told I must have it or the ******** ****** would not let me buy the car. I then read the paper and it said very clearly that this warranty is NOT required to get the loan. When I asked about this I was told that the requirement was from your business or I could not buy the car as it was discounted and on sale and it was the only way you make any money selling the car. I refused to get the warranty as I don't need it, and he lied to me saying it was required by Chrysler to get the loan. I then asked to see the details of the loan. In that paperwork they only gave me 11,000 for my trade in, stuck me at 14.39 (I think) interest rate where as the rate 2 days before would have been only 12.99 to 10.99 if I had no co-signer, and 5.99 - 7.99 if I had a co-signer. I feel I was lied to, and your people tried to cheat me in several different ways. I may be driving a car that I don't like because it is too small, but I'm not stupid. This is not a way to do business. I drove from Tacoma to your dealership, twice. I really like the 300, it fits me well. But I'm not going to loose 10,000 dollars on my trade in, (that you can turn around and sell to the auction for 15,000 and make $5,000) then buy a warranty for 2,999 "that is required for the loan from ******** ******** or "It's required by Rairdon so we can make money as we lost money selling the 300 discounted". Both of those quotes are lies. I could have signed it and canceled it as soon as I had signed the papers. I can cancel the warranty any time and get the money back. But why insist on it when I had read it. I'm not that gullible. Then they lied about the interest rate, and the cosigner....It was all too much. I know that Chrysler has authorized the discounts for the 300, you were not loosing money on that car. They are all discounted. They have an upgraded look for the next year they want the old ones gone. Making 5000 on my car, and making 2000 for a warranty, and getting a kick back for the interest rate, it's a lot of money.

Desired Settlement: I want them to honor what they said.

Business Response: Initial Business Response /* (1000, 5, 2014/08/14) */ Mr. ******* has returned an purchased a vehicle. To our knowledge, he is satisfied with the result.

8/7/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a 2002 Jeep Grand Cherokee from Rairdon's of Kirkland a couple of weeks ago. There were several things wrong with the car so I tried to negotiate the price down, which the salesman refused to do. I also did not like the pressure the salesman put me under to do the deal immediately, by lying to me and telling me he had another buyer for the car that was coming in that evening. I was extremely uncomfortable with the deal but signed the papers anyway and left the car for detailing. The next day, after having time to find the kelly blue book fair market value for the car and finding out it was listed at $7,000 over the fair market value, I told him I no longer wanted the car as it was way overpriced and I did not like their attitude about the price being non-negotiable, and the false pressure to purchase the car immediately. A different salesman realized I was very distressed and told me he would talk to the manager about lowering the price of the car and fixing the few items that were broken. Although I did not feel comfortable doing so, he made me leave the down payment check with him and told me he'd get back to me the next day. He also told me "not to worry" because I had 7 days to return the car if I did not want it after he talked to his boss. I told him I wanted my trade-in car back, but he told me to take the Jeep home that night, which I also did not feel comfortable doing since I no longer wanted the Jeep. The next day, he called to tell me the manager refused to bring the price down and when I told them I was bringing it back for return, he again promised they would fix several items on the car if I would not "undo the deal" because that was a lot of work. Of course, I could not get it in for servicing until the seventh day after the deal was done, so once that was complete, I had no choice for returning the car. When I got the car back, they told me they could not fix the heated seats (neither of the two front seats worked) because one day was not enough time, and I would have to bring the car back yet again. They promised me this would be part of my deal and I would not have to pay to have them fixed, so even though it is summer, I made an appointment to get this done as soon as they had time. I took the car back yet a third time to have the heated seats fixed. Now they are telling me they will NOT fix them because it is too expensive. They keep making promises and taking them back, which has now left me with a car I hate and a car payment that I cannot afford. The salesman, the sales manager, and the general manager are dishonest, immoral, deceitful and unprofessional.

Desired Settlement: I intend to keep my word, that I'll keep the car if the repair work they promised is done and is included as part of my deal. If not, I want my car I traded in & my money back.

Business Response: Initial Business Response /* (1000, 5, 2014/07/22) */ Despite the fact that the vehicle was purchased "as is" with no warranties promised or implied, we have performed multiple repairs to it in order to satisfy Ms. *******. We have also agreed to have a new seat heater installed by and aftermarket installer, but she has refused. At this point, we see no way to solve the issue if she will not allow us to have a new seat heater installed. We will continue to extend the offer to have a new aftermarket seat heater installed by our vendor until the 29th of this month. After that time, we will no longer offer this and will consider the matter closed.

8/5/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 2014 Dodge Ram 1500 Express Crew Cab(VIN:***********XXXXXX) 1)PRODUCT ISSUES: SHACKING CAR BY DRIVE 65MILE~75MILE. 2)SALES PRICE: INTERNET PRICE($30,971) MY PRICE($41,280)

Desired Settlement: I WANT UNWIND FOR THIS CAR.

Business Response: Final Consumer Response /* (2000, 6, 2014/08/05) */ I like to cancel this case #XXXXXXXX. We were new contract and everything good. please let you know. Thank you for your help!

7/28/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Dealer claims down payment not made. Car engine faile catastrophically in less than 30 days of purchase. When contacted dealer rep they tried to sell me a new car and add the already paid down payment to the amount of the car.

Desired Settlement: Provide new motor at reasonable cost considering the situation. I will pay to install. Prefer work to be done at another dealer as trust has been broken.

Business Response: Initial Business Response /* (1000, 5, 2014/07/17) */ Mr. ******* purchased a vehicle but our records indicate that he did not give our dealership the down payment he had agreed on. Mr. ******* is aware of this and as a result, we will be forced to proceed with collection activities. Although he purchased the vehicle "As-Is" with no warranty, and declined to purchase a service contract at the time of sale, we will be happy to consider assisting him with his vehicle after the matter of the down payment has been settled. Initial Consumer Rebuttal /* (3000, 7, 2014/07/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) After meeting face to face with the dealership director of finance I considered this issue put to rest. The employee that processed my paperwork and took my money apparently no longer is employed by the dealership. During the subsequent meeting with the dealership it was noted that several irregularities or mistakes were present within the file surrounding my purchase. I have started a case with consumer protection division of the WA State AG office. The dealership has said multiple times during several conversations that they thought the issue was on there end now a complete 180 degree turn around in their response to this complaint. This is consistent with the sales practices I experienced during the process. Final Business Response /* (4000, 9, 2014/07/22) */ If Mr. ******* can produce a receipt showing that his down payment has been made, we will be happy to discontinue collection activities. Final Consumer Response /* (4200, 11, 2014/07/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have already been into the dealership and provided in good faith everything they gave me in the day if the sale in the exact condition it was originally provided to me. It is clear from the events I have documented that your former employees incompetence is at blame here. Conveniently I have been told he does not work there any longer. At this point I would not trust your business to wash my car no less provide service for a motor repair or replacement. I don't want anything from your business. I will resolve the mechanical issue with the automobile and be done with this ordeal. I have provided you payment and my lending institution has provided you payment. I can site at least three instances where you have tried to deceive me during this process and it this point I am done with Rairdon forever. You can't do anything for me and I will not even contemplate paying you any additional money which you three weeks after the sale of the vehicle you unbelievably are trying to scam me for to try to get something you already got. Any attempts made to create a false derogatory credit entry on my credit file with any credit bureau will be met with legal action. We are done!

7/28/2014 Advertising/Sales Issues
7/25/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was asked to sign a recall notice that deemed my car unsafe to drive, was told the vehicle would not be put on waiting list for parts or repair until I did this. This was after I went to an appointment for what I thought was going to be a vehicle inspection, once there I was introduced to a guy who called himself the "Recall Specialist" he said he worked for Chrysler and not the dealership. After discussing the recall issues with my jeep he informed me that my car was not safe to drive due to possible brake failure and that to be put on the waiting list for repair I would have to sign a recall notice form he had. Refused to sign form, for reasons that you would even understand if you see it (I kept it even though he asked for it back, still have it) I was told my options were to continue and drive an unsafe car, or consider all the safety improvements that have been made since 2011, or park my car until parts are available, and I was told again that I would have to sign that form to be put on the waiting list for repairs. I have since found out that not only did he lie about not being an employee of the dealer ship, he is actually a sales floor manager, found this out from another complaint posted on Yelp, also found out that the other person who posted on Yelp had an experience that mirrored mine. I have since contacted Jeep corporation, filed a dealer complaint, and have been given a case number #XXXXXX I could go on and on about the lies and deception I encountered on 7/10/2014 but I will not be surprised if you don't receive several more of these complaints, good thing I drove only 20 minutes to get to that appointment, I would be even more livid if the drive was longer ~ ***** *******, Redmond Wa home phone#XXX-XXX-XXXX

Desired Settlement: I would get great satisfaction if no other person had to ever deal with this.

Business Response: Initial Business Response /* (1000, 5, 2014/07/23) */ we apologize for Ms. *******'s frustration. The mailer she received was approved by Chrysler, but we understand her concerns. Employees at our dealership should have informed her if her vehicle was subject to a recall after receiving his VIN number over the phone, but did not. We have re-trained our staff, and cancelled a second mailer as a result of her feedback. Initial Consumer Rebuttal /* (3000, 7, 2014/07/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) The only reason I will NOT fully accept this apology is due to the FACT that the management was a part of this scam and is now trying to blame it on the employees below them.

6/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I found an f-350 online at the dealership. My wife and I traveled to dealership to view vehicle. We test drove vehicle, in which during the test drive the check engine light come on. My wife and I liked the vehicle so we negotiated to buy it with a prevision that the dealership fix the issue involving the check engine light. The dealership agreed and said they will keep the truck to do work on it over the weekend, and would call me once the work was finished no later than Tuesday the 20th. I left for Florida that following Wednesday the 21st of May. Never heard from the dealership, so I called them on Memorial Day May the 26th. I asked for **** the sales man. After being connected with him I inquired about the status of the truck. He said that they tried to call me and my wife and have left several messages (which we did not receive either calls or messages as he stated) stating that they were not going to sell the truck to us due to in requiring a new engine, and the truck was already back on the lot and marked down in price and to be sold "As-IS". I asked him about the loan that we got through their finance department, and he said that they will take care of it as if it never happened. I got off the phone with him devastated. A week later I received a packet in the mail from the financing bank about my loan. It stated my first payment was due on 6/30/14. I contacted the bank and informed them of the story and they said since the loan was filled that I was still liable for the payments, and the dealership would have to pay the full amount to break me of the loan. I immediately contacted the dealership, and spoke with several people who kept transferring me to other people, until I finally got the finance manager. He had no clue that the truck was still on the lot and that they were to retract the deal. He said he would look into it and call me back. He never did. I called and called and called to a point where I sent my wife down there to talk to the management in person. When they finally met with her an hour and a half later, they had no clue about what was going on. They made her sign a "General Release and Rescission" form on June 4th. They said that would clear us from all legal responsibility for the truck and that they will mail the payment to the bank and it would take 2 day for the payment to post. I called the bank to inform them that the payment from the dealership was coming. No payment went through, then they called me a few days later saying that we need to sign more paperwork because they had put the truck in our names for the title. So we signed more paperwork to release our names from the truck, and that was signed on June 6th. Yet again they said two days to fund the loan and we will get a call once it went through. Finally I called them on Friday the 13th to inquire about the status of the loan payment, and asked for the GM, they gave me a sales manager and he said he had no clue as to what I was talking about and he was going to find out and call me back within an hour. After an hour and a half, I called back looking for that manager, and he said he doesn't know. Now I am a few day away from making a payment on a truck that I don't own, and the dealership is jerking me around and dodging having to pay for their actions. I am in need of a vehicle and thanks to having this loan on my credit I cannot buy a vehicle until this is taken care of. Please assist me in righting this wrong.

Desired Settlement: Immediate Payment of the loan.

Business Response: Initial Business Response /* (1000, 5, 2014/06/18) */ We apologize for the trouble. A cancelled purchase is quite rare, and often takes some time to process. A check has been cut to the lienholder, and shuld be received by them shortly. *** ******* need not worry about making any payments. Initial Consumer Rebuttal /* (2000, 7, 2014/06/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) The dealership after a month of being allusive and unhelpful, has finally done the decent thing and paid the loan. It only took me contacting BBB.org and the Washington State Attorney Generals office. I hope that the next time the dealership cancels a contract they take fast, and appropriate action to protect the customer.

6/4/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought a car from Rairdon of Kirkland dealership on 4/7/2014 and without discussing it with me the finance person add about $6000 worth of extras on to the contract. I sighed it thinking I was financing the amount agreed a pond out on the floor which was around $13,000+. Got home looked at the contract and saw that it had been inflated to over $20,000 with extended warranty, car sealant called cilajet, and something called ETCH for the upholstery that we did not talk about me purchasing. Went back to the dealership on 4/10/2014 and got the extended warranty and the ETCH taken off they wont remove the cilajet worth $2280. When I was sighing for the cilajet I even asked him "so this comes with the car?" and the finance manager said "yes!" I thought it was part of the package deal. Its been four weeks at that point since this happen and the finance person no longer works there I'm told. I was totally misled on this purchase that I did not know I was purchasing. I have not had the service done to my car yet because I'm still trying to cancel it but I'm getting no were with the cancellation of the Cilajet sealant. The dealership said that there is nothing that they can do about it because its a done deal and that's that. But if the finance person was up front and honest with me from the beginning, this problem would not exist. This is not the way business should be done! Never know maybe I would of purchased some of the services if ask, but was never asked they just add it to the contract without me knowing. I was even trying to work a deal out with them on the Cilajet but nothing. The other extra services were canceled, I don't see why the Cilajet can't be canceled, since I was told they do the work right there at there own shop in Kirkland. None of the cancellations as of yet has reached my car loan principal.(5/19/2014).

Desired Settlement: $2280 my money back!

Business Response: Initial Business Response /* (1000, 5, 2014/05/27) */ A refund for the products that Mr. ****** does not want has been processed, and a check is being mailed to his lein holder. We understand his concerns and apologize for any inconvenience. Initial Consumer Rebuttal /* (2000, 7, 2014/06/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am totally satisfied with the outcome. Thank you BBB for your assistance.

5/28/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: **************** Brought truck in to have engine tick repaired. I had brought this in to other dealers to have repaired under warranty but they were unable to identify the cause. Reardon\\\\'s had finally identified what was causing the tick and I bought the parts from them at that time to fix. The vehicle was just out of warranty at the time. After losing motivation to fix I brought it back to this dealer. I was quoted apox $300 labor using parts I previously bought at Rairdons when Diagnosed. Received call a week later stating they are unable to remove the bolt and need to take the head off. When I heard the new cost would be over two thousand, I restated that I had been complaining of this (engine tick) since the vehicle was new and although other dealers were unable to find the problem that I believed this repair should be covered under warranty. I was told that if could provide documentation stating that I had complained about it while it was under warranty, the cost would be covered. After looking for and finding and describing said documentation, I approved continuing the repair. Upon picking the truck up, I provided the requested and previously discussed documentation. ***** ***** RO INVOICE # XXXXXXX "CUSTOMER STATES THERE IS A COLD ENGINE AREA ****" HOURS .20" MILEAGE LISTED ON THAT INVOICE 22,515. RAIRDON refused accepting the documentation and charged a total cost of repair = lines A & L = $ 2085.27 THIS INCLUDED CHARGING ME AGAIN FOR PARTS ALREADY BOUGHT FROM THEM AND PROVIDED.

Desired Settlement: As the repair would not have been approved unless it was discussed previously and both parties agreed it would be a covered repair as long as I provided the documention discussed. $ 2085.27 REFUNDED FOR COVERED WARRENTY REPAIR. part cost of provided parts should not have been charged. These need to be refunded either way.

Business Response: Initial Business Response /* (1000, 5, 2014/01/13) */ We certainly understand *** **********'s frustration and are eager to assist him in finding solutions to his concerns. After receiving a diagnosis from our dealership and purchasing parts in order to repair his vehicle on his own, *** ********** returned to us and requested that we perform the repairs as they were rather difficult. It appeared that someone had attempted to perform the repairs before the vehicle had been brought back to us as a bolt had been damaged. This is the reason that it was not able to be removed in the conventional manner, and resulted in a much costlier estimate for repair. It was also discovered that the repairs needed were more extensive than originally believed. This was conveyed to *** **********, and he authorized us to perform whatever repairs were necessary. The parts he had supplied (for a right side manifold gasket leak) were used, and other parts were ordered (including parts for a left side manifold leak) in order to complete all necessary and authorized repairs. *** ********** was not charged twice for the same parts. Another set of similar parts were simply needed in addition to the parts he had supplied in order to repair the vehicle fully. If this was not explained properly, we certainly do apologize. Our dealership does not have the authority to dictate whether or not repairs will be authorized and paid for by ********* ******** requires that all requests for work done outside of the warranty period at their expense be requested with full documentation before any repairs are performed. As *** ********** did not supply any documentation of his visits to other dealerships, we had no information to furnish ******** with in order to make such a request on his behalf. *** ********** authorized the work to be done at his expense and our dealership performed the work he had requested. If he has since located the paperwork showing that his concerns were noted at another dealership prior to the end of his warranty period, we will be happy to assist him in supplying any documentation needed for him to pursue a request for compensation from ********* In order to begin this process, *** ********** may contact ******** ******** **** at ************ (XXX-XXX-XXXX). Alternately, ******** has supplied the following information about cases such as these on their website (http://www.ramtrucks.com/webselfservice/ram/): To request reimbursement for a non-recall related expense, send your original documentation (repair order and original proof of payment) to the following address for review: ******** ******** **** ** ** *** XX-XXXX Auburn Hills, MI 48321-8004 In either instance, please include the following information (where applicable) so we can respond to your issue promptly: * Address * Vehicle owner name (if different) * Vehicle owner address (if different) * Day and evening phone numbers * Vehicle Identification Number (VIN) * Current vehicle mileage and mileage at time issue began * Name of dealership where vehicle was purchased / serviced * Date of purchase / service * Description of the concern * The requested action * Original Repair Order and original proof of payment* Please also note why reimbursement consideration would be merited if the vehicle is outside the terms of the original factory warranty. *Note: Original documentation is generally needed from the repair facility for owner reimbursement. If originals are not available, contact the service provider and request a duplicate original. Make a copy for your records. We hope this information is helpful to *** **********. Final Consumer Response /* (4200, 17, 2014/02/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Video proof of damages submitted: taken at time of delivery of vehicle after 12hr use with 150 + miles added and no work performed to the truck that day has been submitted for BBB's review. in addition, added a copy of the original non doctored invoice. Upon BBB's request, I will gladly provide truck to an approved third party for review, I believe the review will prove claims made by Rairdon are absolutely false, and that they are now creating/revising documents in attempt to back up their claims. As no real resolution has been provided by Rairdons to any complaint made, I respectfully request BBB mediation @ this point. Final Business Response /* (4000, 22, 2014/03/06) */ Athough Mr. **********'s claims are without merit, and our business only performed work at his request (including driving the vehicle to his home), we will give him $100.00 if he agrees to sign a general release from future claims in person. Mr. ********** has stated in the past that his concerns had been addressed, and later decided that they were not. Signing a general release will close the issue and allow all parties to move forward with their lives. If this is agreeable, he may contact ***** ****** at (XXX) XXX-XXXX EX **** before March 20th. After March 20th, we will no longer extend that or any other offer. We feel that this settles the matter and have no interest in revisiting the subject in the future.

5/22/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The warranty that was offered to us was not actually what was provided. Rairdon's falsely stated what was included in the warranty and after we signed and got home, realized what they said wasn't true. We have tried to cancel the warranty many times but they never follow through on the paperwork and rarely follow up on the many voicemails we have left to get our refund. The warranty was $2000. We requested a refund in January 2014 and still have not recieved it.

Desired Settlement: We just want the warranty money back ASAP as we have been attempting to get this completed months ago. We were told (and lied to) that it was in the process but it has never actually been processed. We keep getting passed around to different people in the finance division and each person says they will send off the recision of warrant but it has never happened.

Business Response: Initial Business Response /* (1000, 5, 2014/05/13) */ We apologize for the delay. The cancellation form has been processed and a check is expected to be mailed to Ms. ******'s lein holder on 5/14. Initial Consumer Rebuttal /* (2000, 7, 2014/05/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)

4/3/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I was told that I would get lifetime oil changes with the purchase of my Jeep. Come to find out I only get 12. I verbally agreed to the purchase. I did not look at all the paperwork when I signed because I was told by my salesman that I would get lifetime oil changes. I gave up lifetime oil changes on the Jeep that I traded in. I told him that is what I wanted and they failed to produce. I have contacted them and now they are going back on thier word. I got hung up on by my salesman last week. I have left 4 messages witht the GM and he has not returned my phone calls. Their customer serivce representative is far from providing any customer service. He was very rude to me on the phone.

Desired Settlement: I would like them to stand behind their word.

Business Response: Initial Business Response /* (1000, 5, 2014/03/20) */ Ms. ***** has stated to our dealership that one employee guaranteed her lifetime oil changes after she had agreed to all aspects of the vehicle purchase. When it was found that this was not the case, she then stated that a different employee offered them to her. When this was also rebutted, she became very upset. We do not have any documentation that a lifetime oil change program was promised or sold to Ms. *****. In fact, our dealership does not offer any service like this. As Ms. ***** was unable to consistently identify who, precisely, offered her this (non-existent) oil change package, we are at a loss as to what to do. We cannot give Ms. ***** anything in writing which would guarantee her oil changes in perpetuity as this is not a service which we offer or have the capability to guarantee. As Ms. ***** has been aware of, she currently has an oil change package. The terms of this package were fully disclosed to her at the time of purchase. If Ms. ***** uses these oil changes at the manufacturer's recommended intervals, we will agree to consider future oil changes at the factory recommended intervals on a case-by-case basis.

2/24/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: In October of 2013 we found a great deal online for a 2014 Jeep Patriot and went into the dealership. We explained that we saw the car online at their website and thought it was a great deal at around $14,000. When it came time to sit down and discuss the purchase, our Sales Rep *** ***** got us to agree on a monthly payment that was within our budget and has us sign a handwritten document accepting that as the monthly payment. We waited for 30 minutes while they pulled our credit and got approved, and then we went to the financing office and the manager who did the financing for us failed to go over the documentation with us. We assumed we were getting Internet Pricing because the monthly payments aligned with a $14,000 budget. During the whole duration, they made us feel like we couldn't back out because we had signed the handwritten document acknowledging the dollar amount we could pay per month, they failed to disclose the cost to us, and it was not until we got our first Loan Payment Bill that we saw how much we were charged us for the vehicle (upwards of $20,000). They stretched the payments to the longest term possible to give the illusion that we were paying a fair price. We came in expecting the internet price as we explicitly said we liked the online deal and were not told we would be paying $6000 over that price. We were very unhappy with this purchase so we returned to Rairdons to return the vehicle on January 2014. The Sales Rep who helped us this time, ****** *** ********* explained that they do not accept returns and that they would pay us around $12,000 for a trade in. We explained the situation that we were not happy but they didn't do anything to right the situation. Instead, they put us in a Dodge Dart, which is a great car, but after all of this mess, our Loan came to $31,000 for an $18,000 vehicle.

Desired Settlement: Rairdons Dodge Chrysler Jeep of Kirkland needs to acknowledge that they did not discuss pricing as a dishonest sales tactic and put pressure into the contract signing process. They took advantage of first time vehicle buyers and should contact us with their apology and solutions. We took a loss of over $7000 and they should react as they see fit to make this a fair deal.

Business Response: Initial Business Response /* (1000, 5, 2014/02/06) */ We are happy to resolve this issue and have attempted to reach *** ******* in order to do so. Unfortunately, she has not gotten back to us. We would like to agree to a fair and equitable solution with them and are open to any reasonable monetary solution or a rescission of the second vehicle purchase as time permits. We apologize if there are feelings that our business has taken advantage of anyone, and would love the opportunity to come to a reasonable resolution as soon as we can meet in person to review both transactions.

2/4/2014 Advertising/Sales Issues
1/14/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought a used 2004 Chrysler Sebring Convertible from Rairdon's on March 9, 2011. The car had a total of 82,458 miles on the odometer at the time of the purchase. I was told by the financial manager at the dealership, at the time I bought the car,m that since it was an older car, that it might start having problems and that I should buy a service contract. They suggested the Motorist Assistance Plan (MAP) which I bought for $2499.00. Near the end of June 2013, I was required to get an emission test for my car in order to renew my car's license for another year. It failed the test and I was told it was because cylinder #3 was not firing appropriately. I took my car back to Rairdon's and they verified that cylinder #3 was malfunctioning. But, in order to find out why, they had to take the engine apart. They found the problem, and asked a MAP representative to come inspect the engine and give clearance for the needed repair. The MAP representative said it wasn't covered because of an exclusion for "A breakdown caused by contamination". I asked the service manager at Rairdon's how they would know it was due to a contamination, and he said that he didn't know of any way that that could be determined. Since the car is a convertible which I only drive in good weather (relatively rare in Washington, since I have had all my service work done at Rairdon's, and since I buy all my gasoline from the standard gas stations that everone else uses, I was sure that I didn't put contaminants in my car and that is there were any it would be only those that every car gets. So I believed that the exclusion was arbitrary and misleading. But Rairdon's wouldn't go to bat for me. Since the car was torn apart, Rairdon's said that I had to pay to have it put back together, whether they repaired it or not. So I said to go ahead and repair the car and I borrowed the $3094.62 it cost to pay for it. I they contacted the Better Business Bureau in Texas with the information I just gave above. The MAP organization agreed that my complaints were legitimate, contacted Rairdon's for the repair bill, and sent me a check for $2323.55 (over $760 less that I had paid Rairdon's). When I complained to MAP about the discrepancy, they said that Rairdon's had charged inflated prices and that they would only pay the prices standard for the industry). They did give me an itemized breakdown of what they paid for and how much. I they went back to Rairdon's and asked them to reimburse me for the difference, since if they had worked with MAP themselves this would have been agreed upon before the repair work was done. Not surprisingly, now that they have my money, they are unwilling to reimburse me the difference. I believe this reflect dishonest business practice. 1) They pushed me to buy the policey. (I suspect, but do not know, that they may get a commission for selling the policy to car buyers. 22) They didn't try to defend my claim, even though they admitted that the evidence was not clear. 3) I could have my car back until I had paid (whatever they charged). 4) They took 2 months to do the repair work that could, and should, have been done in 2 weeks or less.

Desired Settlement: I believe Rairdon's should refund to me the difference in what I paid to them, and what I was paid by MAP after I pushed them.

Business Response: Initial Business Response /* (1000, 5, 2013/12/19) */ We understand *** *******'s concerns, and will write a check to him for $760.

12/9/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Haven't repaid car rental fees after I brought my Jeep in for a recall. They didn't have the part to complete the repair and asked me to leave the jeep with them and that they would pay my rental car fees. They did this for a week. When I finally got my jeep back they said they would send a check. I have never received a check. They also said that they would pay for the entire rental and then changed their story to be only half of the rental amount.

Desired Settlement: The full amount of the rental of the car while you performed the repair.

Business Response: Initial Business Response /* (1000, 5, 2013/12/05) */ A reimbursement from our dealership and Chrysler have been processed, and a check is being mailed to the customer. Final Consumer Response /* (2000, 7, 2013/12/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Rairdon replaced their Service Manager and refunded me the price of the rental car. Bravo, Rairdon. Thank you for making this right.

12/5/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I went to look at a car on October 29, 2013 and was told I was approved and signed paperwork to get the car. The next day they started calling me and said they had a better deal but what they really wanted was more down on the vehicle and in the meantime they were pulling credit over and over - 21 times!!! This was very bad for my credit and I had no idea they were doing that (I was towards the end of the process of purchasing a home and this was a big problem having all of these inquiries!). They kept pressuring me for more money and I brought the car back (purchased on October 29 - returned on Nov 6, 2013). They have done great damage to my credit - they continued to pull it after they said I was approved. And finally - they have not returned my $1,500 down payment. Product_Or_Service: car Account_Number: 7CXXXXXX stock numbe

Desired Settlement: DesiredSettlementID: Refund I would like the $1,500 back and the inquiries on my credit report removed.

Business Response: Initial Business Response /* (1000, 5, 2013/11/20) */ We have attempted to reach *** ****** by phone on a few occasions, but have been unable to do so. Our records indicate that our company processed a refund to his credit card for the the full amount of his down payment on November 6th. As to his concerns regarding credit inquiries, *** ****** signed a credit application and authorized us to seek a loan approval on his behalf. *** ****** was not approved at thie time of signing, and this was disclosed to him. Submitting an application for an approval for an auto loan to multiple financial instisutions is a normal part of shopping for a vehicle loan, and there is a large amount of misinformation given to consumers about this practice. According to the Equifax website: "Most credit scores are not affected by multiple inquiries from auto or mortgage lenders within a short period of time-usually 30 days. In these cases, multiple inquiries will be treated as a single inquiry, and this will have little or no impact on your credit score." *** ****** can refer to http://blog.equifax.com/credit/will-interest-rate-shopping-hurt-my-credit-score/ in order to view the full article from which this information came. These inquiries cannot be removed by our company, as we do not control the credit reporting agencies. *** ****** can contact them directly with the request, but there should be no reason to do so as the inquiries are standard procedure when shopping for a vehicle loan, and, according to the information already cited, do not cause harm to an individual's credit score.

10/15/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On June 1, 2013, I purchase a new 2013 Chrysler Town and Country. ****** ***** the finance manager, sold me a service contract that he said would be for 8 years and that it would cover even routine maintenance. I didn't believe that the service contract covered all of those things, and he said that things are a lot different now from when I was in the business (I used to work for ******** ****** *********** 25 years ago). He claimed to sell me this Chrysler 8-year policy at his cost--$1,800 (although the contract price was $1,895). When I got the contract in my packet of paperwork while I was waiting for the van to be cleaned, I saw that the service contract was not a Chrysler product and that it was only for five years, starting immediately. I told my salesperson, ****** ***** that there was a huge issue with the service contract and that I needed to cancel it--the first three years the van is covered by the manufacturer's warranty. After waiting for ****** ***** he apologized, said that he had messed up the dates, and promptly printed out a new service contract with an effective date of 6/1/16, which is the one that I possess, contract number XXXXXXX. He also stated that he would get rid of the service contract that was in error. After thoroughly reading the material that we got in the mail almost a month after we bought the car, I saw that the service contract didn't cover close to what ****** **** told me that it did. Since the contract says that I can receive a full refund as long as I cancel the contract within 30 days of the contract date, which is 6/1/2016, I haven't been in a rush to cancel it. When I called the ******** ******** *********** on August 27, 2013 to cancel the service contract, they told me that I would have to call **** at the dealership and have her send me a cancellation form. When I called ***** she said that I needed to talk to ****** ***** but that she would e-mail him to contact me and cc me a copy of her e-mail to him. I never received a copy of an e-mail or a phone call. To date, I've made five phone calls, one instant message with ****** ***** and I still have not received a call back. I decided today, 9/18/13, to call ******** ******** *********** back and tell them that they need to send me the cancellation form because the dealer was not responding. They asked me for my contract number, which I gave them: XXXXXXX. They said that they don't have any record of that contract number. After looking up my name and address, they said that they do have a five-year contract, dated 6/1/2013 that is contract number XXXXXXX. They also stated that their contracts always start on the date of purchase--not three years later. I can only assume that the finance manager, ****** Baar would know this policy, and only printed up the contract that I have so I would not cancel the contract and he would lose his commission. The contract that I have in my possession is proof that I was lied to and that ****** **** falsified documents to stop me from cancelling the ******** ******** *********** service contract on the day that I purchased the van. The premeditated deception on ****** ******* part should be criminal. I never would have paid any money for a five year contract, and wouldn't have agreed to an eight year contract had I known what little was actually covered.

Desired Settlement: I want the total of the service contract, $1,895.00 refunded to me or to **************** to apply towards my auto loan.

Business Response: Initial Business Response /* (1000, 5, 2013/09/23) */ We apologize for the miscommunication. A cancellation order has been made, and *** ******* should see a credit on his account in the near future. He may contact ***** ****** at (XXX) XXX-XXXX ** **** if a credit is not applied to his loan after October 15th. Final Consumer Response /* (3000, 7, 2013/10/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response because the business does not state that the whole amount will be credited to my account, only that ***** ******* should see credit on his account in the near future." I paid $1,895.00 for a 5-year service contract that shows it starts on June 1, 2016. A full refund is supposed to be given in the event of a cancellation that happens before the contract is 31 days old. The dealership has not stated what the amount of the "credit" will be. There was no "miscommunication" on their part--the finance manager was simply trying to earn a commission at my expense. I will not be satisfied until the whole $1,895.00 is refunded. I have been paying interest on this amount on my loan as well, but I knew that would happen going in. I appreciate the BBB helping in this matter because this dealer never responded until your agency got involved--thanks! Final Business Response /* (4000, 9, 2013/10/04) */ *** ******* can rest assured that all matters have been taken care of. A check for a total of $2075.03 was mailed to ***** ***** **** on September 24, 2013. If he would prefer to only receive $1895, we would be happy to cancel the check and remit a new one for the lower amount. He may contact us if this is the case.

10/14/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I received a letter from Rairdon's dealership stating that I was pre-approved for $37,000. On 8/31/13 I went to the dealership and purchased a Mazda 6. I presented my check stubs (7) total, W2 , approval letter and my washington driver license. I kept asking ******* was I approved for sure and he stated many times that I was. During the sale I couldn't get straight answer from him (*******) and he kept disappearing. When ******* came back he assured me that I was approved and wanted me to ring the sales bell which I asked again and HE COMFIRMED.... therefore I reluctantly rang the bell.We went outside to inspect the car further , ******* walked away from myself and ******* ******* and I noticed the paint was a different color. After asking him repeatedly had the car been in a accident and he said no the car is just dirty. After demanding a car fax we discovered that the car had been in a minor accident .The car had been hit on the right lower bottom of the bumper. When we went back to the sales desk I kept asking about the warranty and he said with an unsure answer that it was for two years. When I went in to the manager's office to sign the paperwork which I believe his name was (****** ). I again asked him was he sure that I was approved and he assured that that I was and that the warranty was for four years not two! I proceeded to sign the paperwork and paid the manager (******) the down payment . I went outside to leave and ******* came and handed me my key WHICH I ONLY RECIEVED ONE! and forgot my insurance id cards and registration. He went back inside and came out and handed me my tag for the window and insurance cards. After arriving in California I discovered there was no registration in the car .On 9/5/13 I called ******* first on his cell phone and he stated that he was off and to call the dealership and they would assist me. I had to call the dealership 6 times to get a copy of my registration. Also on 9/5/13 After speaking with ****** from *********** auto finance dept...she stated that only one check stub was submitted and that my time on the job was altered and my income which was my first indication that there was a problem with my financing. On 9/10/13 ******** called me and said that i needed to make an appointment to come in and submit a copy of my license , THE LETTER AND CHECK STUBS. I TOLD HIM THAT ALL THAT WAS SUBMITTED DURING THE TIME OF SALE AND HE SHOULD CHECK WITH THE MANAGER. SINCE 9/10/13 I' VE CALLED 5 TIMES AND STILL HAVENT GOTTEN A RESPONCE FROM ANYONE. AND DONT KNOW WHO I'M FINACED THROUGH OR FINANCED AT ALL. I still have the car and the last time I spoke with the sales man he said I had to speak with the managers! They only one and refused to order a second key. PLEASE HELP!!

Desired Settlement: I want the car!!!!!! No one will talk to me to clarify if I have financing or to discuss any details or questions they may have! If I cant keep the car I want compensation which includes down payment, insurance, and gas!

Business Response: Initial Business Response /* (1000, 5, 2013/09/25) */ to our understanding, *** *******' concerns have been addressed to her satisfaction.

10/3/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I took my vehicle in the end of June to get a service on the front end left side due to a loud popping/clicking noise. They 1st stated that they did not hear it, then they came back stating "oops yes we do hear it". The tech stated it was a wheel bearing or a CV joint as I suspected. 4 days later after they were going to replace the bearing and stated that the CV joint was good. Key point that the CV is good. A few days later I get a call stating it was a bolt loose in the front end of the vehicle. Car fixed. I then took the vehicle in today (9/11/13) to have the oil changed at a different place. They called me and stated the front left CV joint is blown and has been for a very long time. Longer than the end of June. I took it to another mechanic to verify and they also advised it was blown and has been for longer than the end of June. I have notes from Rairdons that the CV is good and from 2 other mechanics that it is blown and is for a long time. I feel this is deceitful bushiness and that they took my money and stated the issue was fixed and is definitely not fixed! (Sorry for the long story)

Desired Settlement: I feel that Rairdon's should fix the CV joint at no cost to me due to the false claim that it was fine and not causing the problem, when I had 2 other opinions that Rairdons was clearly lying to me. I would also like a rental/loaner vehicle so that I am still able to get to work because I cannot take time off work to sit in the shop during the day while it is getting repaired. I am not asking for any additional compensation, I just would like Rairdon's to render the services that I was under the impression that I paid for in the first place.

Business Response: Initial Business Response /* (1000, 5, 2013/09/19) */ We have spoken with *** ******** and will be meeting with him on Tuesday. We will road test and inspect his vehicle. If the issue with the CV joint does, indeed, exist, we will gladly refund $60 which he had originally paid for inspection on RO #XXXXXX.

8/27/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I had talked with the salesman several times on the phone regarding my interests in their vehicle. I told him what another dealer had offered me for my trade-in and if they could match that,that we could do business. The sales man then called and said my car would be worth $19,000 to $23,000. I asked him not to make offers that were not true as I am driving a long distance. He insisted the offer was good based on the information I had sent. Upon arrival the salesman was not available and they were offering me only $16,000 for my trade. I was then given a business card for the business manager and told that he needed to know what was going on. I did this and have got a response but the trade-in offer is still not within the range they had gotten me to drive 2 hours to come and see. The car I was looking at has since dropped in price but they only offered me the higher sales price.

Desired Settlement: I am looking for either a trade offer in their range of $19,000 to $23,000. I would be alright with $21,000 as my car is in excellent condition and could expect closer to the $23,000 offer if these numbers were even true. Or I am willing to accept their offer of $150 for my time, inconvenience and wasted gas and miles on my vehicle.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/12) */ We had already offered Mr. ****** $19000 on a previous visit. Additionally, we had provided him with gas in his vehicle. Consumer's Final Response /* (3000, 7, 2013/08/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was given no gas. This is a complete fabrication and shows that I am more than justified in filing this claim. Also their trade offer is not within the range of the original offer. I would not have accepted this offer at any time. Business' Final Response /* (4000, 9, 2013/08/15) */ Mr. ****** received a quote in the range which he stated was satisfactory. As he has also started, we offered our vehicle at a lower price. As he has been offered substantial savings, we see no issue here. If he would like a new in-person appraisal, we are happy to do so, but doubt that he will receive a higher amount from us or anyone. A vehicle's value is determined simply by its marketability.

8/23/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I received a letter with a credit card attached saying I was pre approved for a loan. It said to call a number for the pre approved amount. I did, it was $37,750.00. It then said to call and schedule an appointment I did. When I arrived they took my letter, got information from me. They said I didn't qualify, even though the letter said I did. They were rude.

Desired Settlement: False advertising, they shouldn't lead people to believe they can purchase a car, they shouldn't be rude about it.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/21) */ We apologize if Ms. ********* did not have a good experience with our sales team. We have spoken to the parties involved, and will ensure that they give the type of customer service which is expected from every member of our dealership. As to the pre-qualification, Ms. ********* did not meet the minimum income requirement for acceptance by ***************************. (***). This requirement was clearly disclosed in the mail piece she received: "You must be 21 years of age or older with a monthly income of $2,150. Your monthly payment may not exceed 20% of your gross monthly income and 45% of your monthly debt." We welcome Ms. ********* to return at such as time as her income allows. Consumer's Final Response /* (2000, 7, 2013/08/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received an apology, and my income varies and has changed but doubt if I'll go back there! I'm happy with an apology. *********

8/19/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Purchased a Jeep Wrangler on May 28, 2013 with an extended warranty. After reviewing the warranty purchased, I cancelled after two days. I have contacted the finance manager twice about a refund. He stated that I will be refunded but he does not know when. Almost two months since purchase of vehicle should be sufficient time to allow for the refund. Finance dept. will not return my calls and emails.

Desired Settlement: Refund of warranty purchased.

Business Response: Business' Initial Response /* (1000, 5, 2013/07/31) */ It appears that an error occurred during the original cancellation. It has been corrected, and the cancellation is being processed again. The credit may take a number of weeks to be reflected depending on accounting cycles. Consumer's Final Response /* (3000, 7, 2013/08/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) The reason I cancelled the maintenance contract is that I was told by the finance dept. that it was for 9 years and 100,000 miles. I called the next day after purchasing the Jeep and requested a copy of the contract which I never received. I was told by my salesman that the warranty I purchased was for only 5 yrs and 60,000 miles. I immediately spoke to and sent emails to numerous people at the dealership to cancel the contract. So, I will not take the word of this dealership until the money is refunded. Besides this, Rairdon did not have my info correct on my finance payment to ***** bank. ***** called stating I was deliquent on my payment. I live in Washington State and ***** sent the payments to Virginia stating that this was the location giving to them by Rairdon. Business' Final Response /* (4000, 9, 2013/08/06) */ The cancellation is in process, and a credit should appear shortly.

8/12/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We sold a 2010 red Dodge Challenger to Rairdon on June 5th, 2013. They immediately paid our loan off in full. However it has been six weeks and we still do not have the difference between the purchase price and the payoff amount. Our credit union immediately mailed them the title to the care and relinquished rights through the state of Washington for the car. Rairdon owes us over $4,000 on this transaction and we have been unable to gain resolution despite main attempts and speaking to various people at the dealership.

Desired Settlement: We want the remaining balance paid to us in full immediately.

Business Response: Business' Initial Response /* (1000, 5, 2013/07/19) */ Our dealership has not yet received a title from Mr. ******' lein holder. This was explained to Mr. ****** on 7/18. It is our understanding that he is aware of this, and there is no longer any question which is unanswered. Consumer's Final Response /* (3000, 7, 2013/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) This does not resolve the complaint in anyway. When we sold the car we were told at most it would be 10 days to receive a full pay off. The title was sent to them ont the 13th of June. Our credit union also released interest in the car to the state and rairdon on the 15th of June. Rairdon has the car for sale. If they don't feel they own the car yet, and we still do, I request that the car not be for sale until such time as the car is paid in full. If you have no title in hand and can't pay it off, you can't sell it either. We still demand the remainder of the pay off. This matter is not resolved until such time. If this was the other way around rairdon would have already had us in collections. Standard bill pay off time is net 30 we are far beyond that at this stage. Business' Final Response /* (4000, 9, 2013/07/30) */ After receiving a title from the state, Mr, ****** will receive a check in the mail quite soon.

8/8/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a (new) 2013 Jeep Wrangler Unlimited that did not have power windows or locks. During the purchase I was told that I could have power window installed for an additional $2000.00 on top of the price. I was also given an after sales work order stating that Rairdon Dodge would install power windows. I took the vehicle home with me, and contacted Rairdon Dodge a couple days later to ask how much power locks would cost. They quoted me $950.00, and I told them that I would like this feature added when I had the windows installed. I waited a couple days for Rairdon to receive the parts, and took my Jeep to the dealership to have the power windows and locks installed. I contacted Rairdon Dodge a few days after dropping it off to see the status of my vehicle, and was told that they had sent it a different establishment called *********. I later received a call, saying my vehicle was finished and ready for pickup. When I went to the dealership, they had installed aftermarket, non - OEM parts into my car. They also failed to add power window switches to the back of my vehicle, which is standard in the Jeep Wrangler. I took the vehicle with upset, and drove it back to my house. I have contacted Rairdon to express my concern with no resolution to date, I also contacted Jeep, and now the BBB. I paid over $3000 after tax to have items installed into my vehicle that are not Jeep products but where installed by a Jeep Dealership (or was supposed to be). After having the car for a couple days, I opened the hood and noticed that they had ran power wires for the windows/locks to my battery. They taped fuses between the wires that are far from my standards of proper installation. I have taken several pictures of the horrible work that was performed and would love to share them with the BBB.

Desired Settlement: I would like Rairdon to install the correct products into my vehicle, or refund my money for the work that they performed.

Business Response: Business' Initial Response /* (1000, 5, 2013/05/21) */ As OEM parts are not possible to install in this particular vehicle due to technical issues, we have agreed to pay for the custom installation of aftermarket rear window controls that are accessible to rear seat passengers. Consumer's Final Response /* (4200, 21, 2013/07/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I personnelly removed the switches that where installed in the vehicle and installed factory OEM switches. I had to puchase parts to fix holes cut into my center console, to achieve a factory/dealership/Jeep look that I would consider professional; unlike the installation I recieved. During the factory switch installation I witnessed the hack job behind my dash, with great upset. I would like to send the switches back to the dealership for a refund, and after seeing the installation under the dash, that resembles the original installation under the hood, I would prefer to have someone pay for a verification of wiring Business' Final Response /* (4000, 19, 2013/07/15) */ As Mr. ******** knows, the dealership did not perform the installation of his rear window switches. This was a custom job done by ***************. ******** is happy to install rear window switches that match in color. There are no gaps in the installation. The switches simply rise above the surrounding plastic. We have explained this to Mr. ********, but it seems that he is not willing to communicate with our dealership. At this point, Mr. ******** may be happier to simply speak with the company which installed his aftermarket switches rather than our company. We are happy to provide their contact information should Mr. ******** desire a resolution.

7/8/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: We purchased a 9 year, 100,000 mile warrantee when we purchased a new Durango from Rairdon's in early January 2013. The warrantee we received was for only 5 years, and we have gone back and forth with the dealership trying to get it fixed for almost 6 months now. As it stands, we paid about $4000 for the service and maintenance contracts, and do not have the correct terms and cannot use either one of them. No one from Rairdon's follows up with me when I call, and they don't do anything on their end unless I get in touch with them which is extremely difficult. The finance guy also lied to us from the start the day we purchased the vehicle by telling us we were purchasing a 108 month warrantee, when apparently the Dodge Durango warrantees only go up to 84 months, so we were misled from the start and won't get what we purchased.

Desired Settlement: I want the warrantee refunded either back to me, or to our lien holder because they have taken 6 months to finally tell us that they don't even offer the warrantee we already purchased and financed with our car. Or I want the original agreement, which I have emails from Rairdon's employees confirming we would get.

Business Response: Business' Initial Response /* (1000, 5, 2013/06/19) */ We are happy to assit Mr. ****** in cancelling his service contract. He may come to the dealership at his convenience to sign the appopriate paperwork with our finance department. As wait times can be legnthly during the weekend, he may desire to come in during the week. Ideally, visiting the dealership on a Wednesday, Thursday or Friday would be beneficial in order to receive the most efficient service possible. Consumer's Final Response /* (-5, 8, 2013/06/22) */ I have multiple email conversations from the business stating that they were going to provide the warranties with the correct terms. Business' Final Response /* (4000, 10, 2013/06/24) */ As the warranty Mr. ****** signed for differs from what he believes was offered, the dealership attempted to secure a much longer term. Unfortunately, these terms were not available for his vehicle. As we do not determine the legnth of contracts which we sell on the behalf of third parties, we cannot simply legnthen them to suit our needs if the term legnth is not available. We will gladly process a cancellation and a refund for Mr. ****** as requested in his desired resolution as soon as he is able to sign the cancellation documents.

7/1/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: paid for two spare keys for vehicle at 163 dollars. This information was included in the final sign off. Paper copies in sale agreement put in envlope and give to me were missing. Manager of dealership did call and said he remebered the two keys and would sign off the item in the service department. when I arrived they said there was no deal and no one had called me to say they would provied two keys. I did purchase a 1 key for 236 dollars. Also they told me 5 times that a years worth of free oil changes would be provided. now they will no honor that agreement. Both the keys and oil change were a important item to me to close the sales. I was told 5 time verbally in clear terms that both oil change and keys were included in the final sales price

Desired Settlement: provide 1 year of oil service. provide a second key that i have already paid for. refund the cost of $236 for the one I was required to purcase. provide all copies of actual sale aggrements.

Business Response: Business' Initial Response /* (1000, 5, 2013/06/13) */ We are processing a refund check, and calling to schedule programming for an additional spare key. Also, we have added a 1 year Chrysler oil change package to the vehicle's VIN number. Consumer's Final Response /* (-5, 6, 2013/06/13) */ Dealer agreed to fully refund and honor agreements. If this all occurs and do get the refund check as promised i will consider this complete satisfication of this matter

6/3/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased my Jeep from Rairdon - used - in the summer of 2011. During Fall/Winter of 2011 and 2012 - I discovered that my seals were leaking, and whenever it rained ... my floors were getting damp/moldy each time it rained. I contacted Rairdon service to see what the coverage was for this issue - along with a transmission issue I was having where the car would violently pop out of first gear when engaging the clutch. They said they would need the car for a prolonged period of time - so I put the issue on the backburner for a bit, since I couldn't afford to be without a car for a long while. More importantly, they said it was a simply fix and that the 1st gear synchro simply needed to be replaced. Easy enough - right? Over time, the two issues progressed and worsened - to the point where I simply could not drive in the rain, or drive in first gear - without causing some kind of damage to the car. In late 2012 while - I finally decided I HAD to bring the car in to get it fixed and asked if they could look at it after doing my oil change. When I brought up the issue with the transmission - I was informed that it wasn't really covered by Warranty - and couldn't be done for free (despite it being a known issue on the 2009 Wrangler - and me being told it would be a quick easy fix by the previous Service guy). I mentioned that the previous rep a while back said it would be done .... but, was quickly told: "Oh - yeah, we had some problems with that guy in the past - and he doesn't work here any more" Which - wasn't really my problem. It was their problem - for not having a solid service team in place that knew what was and wasn't covered. They then proceeded to tell me that it was "normal" - and that they couldn't recreate the issue. I told them that it only happened a few times a day - in random instances. I allowed them to keep my car while I was on vacation - and again - they said they couldn't fix an issue that they couldn't recreate. Also - they said they would fix the seals on my car that week.... but, only a week later, my floors were soaked - again. I finally managed to get them to fix my transmission, and had to bring my car back in to have the seals fixed on the car - again. They said they had their "best" seal guy working on it. I demanded at this point that they at least get me a rental - since they had already had my car for over a week... with neither issue fixed. They gave me a rental - and I was on my way. I thought that finally I was in good shape - but was definitely wrong. A week or so later I received a call that the transmission issue was fixed, and BRAND NEW seals were put in the car - everything was working great! I came in that day - dropped the keys to the rental off - and hopped into my Jeep. Immediately, I realized that my feet were splashing around in water.... the floors were completely soaked. I went BACK into the dealership - informed them that my new seals were obviously not working - wondering how and why they didn't even bother to check before I drove all the way to Kirkland from Seattle during the work day. I ended up hopping back into the rental - hoping for better results the third time around. They said it would be fixed on a specific day... which I can't recall exactly the day... On the day they promised it would be done.... I received no phone call.... then the next day.... no phone call.... and finally, by the 3rd day - I had to call them. They said "Oh! Your car has been done for a few days! We have been calling you!" I immediately responded - informing them I hadn't received a SINGLE phone call - but would come pick it up that afternoon. I arrived, only to have the service rep claim he had been calling me. I asked him which number he was calling - and he pointed to a number on the service order which was the WRONG number.... and not the number they had been using to contact me every other time prior. That being said - I was just happy the nightmare was over - and I was finally getting my car back. Or so I thought it was. Almost 5 months later - I received a charge for $86 on my credit card from **********. I hadn't rented a single car between my Jeep fiasco and that day - so I knew it was in relation to the rental. I called ********** - and they said that Rairdon had "shorted" the bill - and left the rest to me. I called Rairdon - and they claimed they had paid it in full. I called ********* - and told them to synch up with Rairdon to clear the charge - since Rairdon was covering it. ********** later called me to tell me that Rairdon pushed the charge on me since I turned the car in several days AFTER the repairs were done! This was all due to the fact that the SERVICE rep at Rairdon was calling a discontinued number that was NOT the number supplied to them prior. I am still awaiting a call back from Rairdon - who tends to either: a) Never call back. Or, b) Say they will call back (once I get them on the line) and then never call. c) Never return messages. I have been in customer service, finance, and am currently a Client Services Manager - and I have never encountered such a poorly run, deceptive, and overall poorly managed group in my life. It is one of the most frustrating things - and is really something that nobody should be exposed to. I have NEVER submitted anything to the BBB - not have I ever filed a single complaint on any review site (****, ******, etc) ..... But, this whole disaster has pushed me to a point where I truly hope that nobody ever has to deal with this again. It really is a terrible, terrible thing that businesses like this can run in such a poor fashion and get away with it. Hands down - worst dealership. The funny thing is.... within the Jeep community - it is a known thing that these guys are awful.... and there are COUNTLESS stories as to how people have been screwed by these guys - and how shady their sales people are. I can see why they are top sales - because they are shady and honestly care more about the monthly quota than they do the customer. That is my story... Can't wait to be done with these guys.

Desired Settlement: Honestly - all I want from them is to be responsive - accept their part in all of this... and pay me back what is owed (due to their error). I also want them to realize that this level of service is simply unacceptable - and that something needs to be done in order for these kind of claims to NOT continue. Take responsibility - own up to the fact that you made mistakes/couldn't keep your ship straight - and make some kind of effort to fix the issue.

Business Response: Business' Initial Response /* (1000, 5, 2013/05/20) */ We have been in contact with Mr. ***** before receiving a notification of his concerns from the BBB. A check is being cut and mailed to him.

5/16/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I acquired a car from Rairdons in December and at first opted for the GAP insurance and extra warranty offered by the dealership via a car loan from the bank. After a week, the car loan interest needed to be readjusted and I also decided to drop the GAP insurance and extra warranty. Even though I made the request specifically to Mr. ****** **** who has been in charge of my financial file, he decided to make the credit for the full sum (car + GAP + extra warranty), assuring me that I will get back the money for the GAP and warranty. It has now been 6 months and I have not received my refunds. I have tried calling the dealership, but Mr. **** is never available and my messages were not answered. In a hope to resolve this issue, I have taken multiple trips to the dealership, to no avail.

Desired Settlement: Refund for my GAP insurance and extra warranty (more than $2700) within a week.

Business Response: Business' Initial Response /* (1000, 5, 2013/05/07) */ Mr. *****'s GAP cancellation has been processed, and a copy of the refund check has been presented to him. We were only recently made aware that he also desired to cancel his warranty. We have gathered the proper signatures from him, and the cancellation is being processed at this time. It may take a number of weeks until he sees a credit for this cancellation. Consumer's Final Response /* (2000, 11, 2013/05/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) Money has reached my account today. Business' Final Response /* (4000, 9, 2013/05/14) */ The check for GAP cancellation was mailed on 4/27. The check for the warranty cancellation was mailed on 5/7. If the bank claims to have not received them, we are happy to provide check numbers in order to assist them. ******* may e-mail *******@*********** for this information.

5/2/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a new truck from Rairdon of Kirkland the trannsfer case wend outin it, front left u joint broke, check engine light came on , transmision lock up in 2nd gear, and other electrical problems. I have been trying to get a hold of Service manager to refix the transfer case because they did not fix correctly the first time. He will not call me back or take calls from me. I called crysler and they assign a case number to it, and they cant get a hold of the service manager either. I just want the transfercase replaced with a new one.

Desired Settlement: If my truck can't be fixed I want a new truck and compansation for my time wasting dealing with this. All the problems with this truck is leading me to believe its a lemon.

Business Response: Business' Initial Response /* (1000, 5, 2013/04/19) */ After road testing Mr. ********'s vehicle, we have confirmed that his vehicle is not malfunctioning. Our transfer case specialist is trained to the manufacturer's highest level, and has expressed that there is no reason to attempt any repairs. The minor sound Mr. ******** reports occurs at freeway speeds with the 4 wheel drive system engaged. This sound is normal, and the transfer case is functioning in a state which is consistent with factory design. His concerns have also been reviewed with the manufacturer's area representative who has also concurred that no further action is warranted at this time. We ask that Mr. ******** take note of the fact that his vehicle should never be driven on dry surfaces while in 4 wheel drive. This is especially true at freeway speeds. Driving the vehicle in this manner will change the working load of the 4 wheel drive components and result in premature wear, or, in some cases, damage to many vehicle components. On page 314 of the Operating Manual for Mr. ********'s vehicle, it clearly states, "The 4H and 4L positions are intended for loose, slippery road surfaces only. Driving in the 4H and 4L positions on dry, hard surfaced roads may cause increased tire wear and damage to the driveline components." Further, exceeding 55 MPH under any conditions is strictly advised against. Mr. ********'s vehicle is still protected under the manufacturer's limited warranty should a failure occur. If he is simply not satisfied with his vehicle any longer, our sales department would be happy to appraise it as a potential trade-in for a vehicle which better suits him.

4/4/2013 Problems with Product/Service
3/18/2013 Problems with Product/Service
12/17/2012 Problems with Product/Service
11/12/2012 Problems with Product/Service
10/17/2012 Advertising/Sales Issues
9/26/2012 Advertising/Sales Issues
7/3/2012 Advertising/Sales Issues
6/27/2012 Delivery Issues
6/4/2012 Advertising/Sales Issues