BBB Accredited Business since

Larson Chrysler Jeep Dodge

Phone: (253) 845-1725 Fax: (253) 845-1945 View Additional Phone Numbers 2001 N Meridian, Puyallup, WA 98371 View Additional Email Addresses http://www.larsondodge.com/


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Description

This company offers new and used automobile sales as well as parts and services.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Larson Chrysler Jeep Dodge 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 Larson Chrysler Jeep Dodge include:

  • Length of time business has been operating
  • Response to 40 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

40 complaints closed with BBB in last 3 years | 14 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 9
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 2
Problems with Product/Service 29
Total Closed Complaints 40

Customer Reviews Summary Read customer reviews

6 Customer Reviews on Larson Chrysler Jeep Dodge
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 6
Total Customer Reviews 6

Additional Information

BBB file opened: January 01, 1981 Business started: 11/01/1962 Business started locally: 11/01/1962 Business incorporated 11/16/1962 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 Department of Revenue
6500 Linderson Way SW Fl 1, Tumwater WA 98501
http://www.dor.wa.gov
Phone Number: (800) 451-7985
bls@dor.wa.gov

Type of Entity

Corporation

Business Management
Mr. Robert Larson, President Mr. Josh Larson, General Manager
Contact Information
Customer Contact: Customer Care, Customer Service
Principal: Mr. Robert Larson, President
Business Category

Auto Dealers - New Cars Auto Dealers - Used Cars Auto Parts & Supplies - New Auto Repair & Service Auto Services New Car Dealers (NAICS: 441110)

Hours of Operation
M: 8:00 AM - 8:00 AM
T: 8:00 AM - 8:00 AM
W: 8:00 AM - 8:00 AM
Th: 8:00 AM - 8:00 AM
F: 8:00 AM - 8:00 AM
S: 8:00 AM - 8:00 AM
Su: 8:00 AM - 8:00 AM
Alternate Business Names
Larson Automotive Group
Additional Information

According to information in BBB files, this location has closed. Questions or concerns may be directed to the main location at (253) 845-1725 or 2001 N Meridian, Puyallup, WA.


Customer Review Rating plus BBB Rating Summary

Larson Chrysler Jeep Dodge 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

  • 2001 N Meridian

    Puyallup, WA 98371 (253) 845-1725 (888) 749-5251 (888) 857-4882 (888) 397-5983

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

6/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I traded my vehicle to Larson o In February 2016 that I purchased at Larson . At the time of trade I signed paperwork to cancel my gap insurance for my trade. After several attempts to find out where my refund is, to date I have got no response or refund

Desired Settlement: To receive my refund for my gap

Business Response:

We've reviewed Ms. *******'s deal and her GAP and Extended Service refund went toward her down payment on her new vehicle. The deal is structured so that $2464 (amount of the GAP and service contract refund) and $2609 (Credit Card Down payment from the customer) total the full down payment of $5073. We have been experiencing issues with our service contract company that have delayed a number of refunds. This should have been finalized 3 weeks ago but we just received the refund from the service contract company. Ms. ******* is owed $172.22 which is the tax refunded on the service contract. Our Corporate office is cutting a check and will mail it to the customers address we have on file. We apologize for any inconvenience this has caused.

 

Larson Customer Care Team

6/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Dropped off my truck at the service station on 1/27/16 due to check engine light on. Mark informed me a few days later that factory spark plugs will be placed. Upon pick up of my truck on 02/05/16: Everything dripping in oil – upon closer inspection, discovered that the gasket on the oil pan is leaking (which I now have to replace) Ripped (torn) sensor plug (rubber) on cold intake (this is not sold separately and would cost me $160), The plastic box from cold intake was dropped and is now missing a plastic piece, Failed to attach pipes (heating) that go to the heater. Missing nuts that attach oil (dipstick) and is not attached to the engine (oil container) A chrome wrench was left under the hood – if I didn’t check I could have caused major problems while driving Oil pan had 4 missing bolts, 1 broken bolt, and 1 loose bolt - gasket is leaking with oil. Everything is covered in oil. ****** went to show the service techs the issues on 02/09/2016. I showed Mark A******* the missing bolts and the broken bolt. He blamed me for all the problems (as if I lost my bolts, etc). Very disrespectful and dishonest! Now I had to spend $100 to replace the oil pan and gasket due to the damages caused by Dodge Dealership service. Was highly overcharged in labor for replacing spark plugs (total labor and parts was $550.52 which includes the $95.52 cost of spark plugs) – so labor for spark plug replacement was $455? Over the phone, on 02/03/2016, Mark A******* told me it would cost about $350 total, the rest is covered under warranty. In reality, they charged us $635. There is a comment on the receipt stating that “customer acknowledges receiving original estimate of $700 plus tax. This is untrue and has never been mentioned to either myself (*****) or to ****** (I asked him) My Autolite spark plugs that were there should have been returned to me (I could have returned them since I just recently purchased them.

Desired Settlement: Would like a billing correction to reflect the quoted fee of $350, as well as $100 I spent to replace the oil pan gasket due to damages caused by service techs. Total refund request: $385

Business Response:

To whom it may concern:

 

Thank you for bringing this to our attention. Upon inspection of the repair order we did notice an error in billing. We will be crediting the customer back $150.62. We would like to note that the quote on the repair was for the repair only, it did not include a pre-authorized diagnosis fee. Our Service Manager is going to contact the customer to refund the money. Any further questions or concerns can be sent directly to our Customer Care Team at ***************@looklarson.com or by calling 253-242-4192.

Consumer Response:


Complaint: ********

I am rejecting this response because:
As mentioned in my original complaint, Mark A******* told me over the phone that the total cost would be $350 (including tax etc) for the replacement of spark plugs.

Additionally, the damages caused by Dodge Dealership service techs resulted in damages to my oil pan and gasket which I had to replace (after stopping at the dealership to show the damages to Mark, who did not believe anything I said).

I do not accept your suggested correction, as I disagree with its accuracy. Please see original complaint for the sum I am seeking (which is very fair and just).

Sincerely,

****** *** ***** ******

Consumer Response:
Complaint: ********

I am rejecting this response because: I received a voice mail from someone at Larson Dodge mentioning she would be getting us a refund... I called her back and since she was not available, I left a voice mail stating our home address so that they could mail the refund to us.

since then, I haven't had any mail (refund) from them not have I heard back anything.

Sincerely,

****** *** ***** ******

Business Response: We have attempted to contact the customer numerous times for his Credit Card information to refund the over payment. The number we have on file does not reach the customer. Please email **********@looklarson.com or customerservice@looklarson.com with a good number you can be reached on.

5/2/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 3/21/16 we purchased a vehicle from Larson and along with it we purchased a Simoniz service in the amount of $895. We were told that the service department would call us within 10 days to schedule the service. When we did not receive a call, we called them to schedule. It's been three weeks of us continuing to call requesting to schedule the service and no-one will return our calls. We have even used their online chat help and have sent text messages to the assistant manager of the service department per the guidance of Larson's customer service contact center. Each time we contact customer service we are told that someone will contact us right away and soon as possible and that we're top priority but no-one has contacted us. At this time, we have no faith in this service department and would like our money back.

Desired Settlement: We would like a full refund of the service we have paid for but Larson has failed to provide.

Business Response:

  ******* ******* *******

 ***** ***** ***** ** *

Bonney Lake,WA 98391

******* *******

                                                                                                                                          April 30, 2016

Dear Mr. *******,

At the Larson Automotive Group take our customer complaints seriously and we appreciate that you brought this issue to our attention.

I would formally offer our deepest and most sincere apology for the inconvenience of not being able to conveniently obtain a service appointment for the simonizing for your new vehicle has caused you.

I’m truly grateful that you took the time to speak with me, and are allowing me to facilitate that service appointment for you on Friday May 6th at 8: 30am. I have also insured that you will have a loaner vehicle at our expense.

It’s the Larson automotive group constant strive to deliver the best possible service available,

I will be contacting you after that service appointment to ensure it reached your highest level of customer service, and are truly happy with the outcome of your service appointment.

Please accept our sincerest apology for any trouble or inconvenience we have caused you.  Again, The Larson Automotive group highly appreciate your feedback as it will assist us in becoming better at what we do.  As with any business like ours, the greatest advertising we can have is word of mouth from a satisfied customer.   It’s The Larson Automotive group’s goal to retain you as a satisfied customer and we look forward to serving you on May 6th 2016. 

Best Regards,

Beth D*****

Call Center/ Customer Care Manager

Larson Automotive Group

253-671-6405 EXT****

 

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* *******

4/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently purchased a vehicle in Feb. 2016 from Larson Automotive in Puyallup, Washington. The sales department with Joe L***** went great; No complaints on Joe's side. It was not until two weeks after we purchased the vehicle that things started going down hill. I received a phone call from the dealer explaining that a rep from the bank we got our lending through wanted to do a welcome phone call. I had never heard such a thing existed so I did some digging and calling around. This was when I found out the dealer had changed lenders without telling myself or my wife. The contract I signed the night of purchase was for Capital One financing. They had gone with Flagship Credit Acceptance without my knowledge or say so. They have maintained that the terms did not change but I have documented proof that it did indeed change. Also when we purchased the vehicle we were told the car came with a 36k mile warranty or 36 months whichever came first. This too was a falsehood. I was charged an additional $3k at the time of signing for this warranty, it was implied that I had to purchase this along with GAP insurance on the vehicle or the financing would not go through. This too I now know is a falsehood. We have since refinanced the car with Capital One in order to go with lending company we wanted. At the time I asked Eric(car dealer financier) why they gave the loan to Flag Ship, he explained that Capital One had asked for $3K down on the car. This too was a falsehood as well. We talked to Capital One auto finance manager and he explained they never asked for $3k down. They didn't even ask for it when we refinanced. That is now 4 out right lies they have told myself and my wife. Overall I feel that I was lied to, manipulated, and swindled. The way our financing was handled would be best described as the old "bait and switch".

Desired Settlement: I would like the $3K warranty and the $750 GAP insurance fee refunded to me as these are not needed for financing as was implied. I have been offered a better rate through Geico for GAP insurance. I am a mechanic and my father owns a shop so any mechanical work can be completed by myself for far less and much faster.

Business Response:

To whom it may concern:

 

We apologize for the miscommunication and inconvenience. Our Customer Care Manager has contacted the customer and is processing the cancellations on the GAP and service contract policies. It will take approximately 6-8 weeks to receive the refund. 

 

 

- Larson Customer Care Team

4/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a new Jeep Patriot on 11/14/15. I canceled my extended service contract on 12-7-15. My service contract purchase price was 3316.00 plus 311.70 sales tax total is 3627.70 on March 31 2016 I was refunded back to my lender 3291.00 the dealership has shorted me the amount of 336.70

Desired Settlement: I would like the dealership (Larson Jeep) to refund the money they owe me. (336.70) Additionally the law requires the refund to be credited within no more than reasonable time frame of twenty business days. Larson has taken more than 78 days to refund the majority of the funds,thus I am asking for interest of 24 percent APR allowed by law to also be paid for a total of 120.00. The total due to me 456.70 to be paid to resolve my complaint.

Business Response:

To whom it may concern:

 

We apologize for the inconvenience but it appears the Service Contact Company did not refund the tax collected. We will issue a check to the lien holder for the difference and contact the service contract. The check should be processed and finalized no later than next week and mailed directly to the lien holder. Thank you for your patience.

 

- Larson Customer Care Team

Consumer Response: Larson Doge/Jeep did not mention paying me the accrued interest I have paid. They owe me an additional 125.00 for interest accrued the the original amount as stated in my complaint.    
Complaint: ********

I am rejecting this response because:

Sincerely,

******* *****

Business Response:

To whom it may concern:

 

We understand your request for reimbursement for interest paid since you cancelled your contact within 30 days of purchase. The $3291 was received by the lien holder on 3/31/16. We have calculated 85 days of interest at 6.49% APR (1/6/16 to 3/30/16 30 days after the cancellation was received) on the $3291 for a total of $50.15. Since the tax was not refunded at that time we have figured 100 days of interest at 6.49% APR on the remaining $336.70 (which includes a $25 cancellation fee the warranty company charges the customer which we have covered due to the inconvenience) for a total of $6.00. Total interest reimbursement of $56.15. We have cut a check for $392.85 = $336.70 + 56.15. The check will be mailed to the lien holder.

 

 

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* *****

4/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The first problem is the truck is originally from Canada, and I never knew that the factory warranty wouldn't cover anything. Also I have been at the dealership 3 times for the uconnect to get fixed. Each time the truck sits in the parking lot for a few days before I get a call about whats going on. Plus they never fix the problem but definitely charge me the deductible. Also I have been there twice for the driver side headlight and once again they still don't fix it. I have to go up there to book an appointment, and to check the statues of my truck because they never answer the phone.

Desired Settlement: I should of been told the truck was from Canada and about the warranty because i would of never bought it with all of these lose ends. I want my truck fixed, or be honest enough to tell the customer you don't know and actually be helpful in trying to resolve the issue.

Business Response:

Mr. ***** brought to our attention that he was having issues with his radio. When we first spoke to the customer we explained to him that we would need to bring the vehicle into the shop in order to diagnose the issue. When he brought it back in he stated that the lamp was inoperative at times. We got the vehicle in and looked at the issue. The technician determined upon inspection that there was a poor connection inside the connector for the lamp. The technician tested his repair and the lamp was working before the vehicle left. The light went out again. It was necessary to replace the wiring for the lamp. We replaced the wiring. We did not charge the extended warranty nor did we charge the guest. We took care of the issue and showed Mr. ***** how the Uconnect system functions.

If the customer is still experiencing issues we would be more than happy to get him back into the shop to diagnose the problem.

3/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a new 2016 Ram 3500 from Larson Dodge in Puyallup. This is the second truck purchased from them and the value and sales service is acceptable. The truck has 2500 miles on it; we have had an issue with the backup camera since we purchased it. The truck is full of tools and needed for our business. We took the truck into Larson Dodge service Department for the Camera issue along with the floor liner pulling away for the side rail and exposing wires. When we dropped off the truck I explained to the service manager that we need to get the items fixed so we could use the truck on Friday morning. We received a call around 12:00 that the truck had to go to a shop that installed the service body. I call the shop later that day and the truck was never delivered. No one from Larson Dodge called us back; we had to go find the truck that night at 6:00 PM so we could use it the next day. I was told the service writer had an emergency. We scheduled with the shop that up fitted the truck, they fixed a light problem and said the camera was a dealer item. We took the truck back to Larson Dodge on 2/15 and were promised the truck back on 2/15/ @6:00 PM. We finally were able to pick the truck up on 2-17. They did not fix the floor liner issue, the service manager told the service department to “tuck matt under trim best possible” every time you step on it, it pulls out from under the trim and exposes wires and the floor board. Communication was terrible, no return phone calls, on hold for ever, no courtesy calls, I don't care about the customer, it is a hardship for our business not to have the service truck with tools. *** **** ************* ****

Desired Settlement: I would like the manufacture to be aware of the faulty floor liner, and have written explanation as to way it is like this. Everyone we talked to about this issue has stated that it is not correct, except for Larson Dodge.

Business Response:

To whom it may concern:

 

 

We apologize for the inconvenience Mr. ******* has experienced. Upon further investigation our service manager has ordered a new floor liner for Mr. ********* vehicle. When it arrives we will schedule a time to install the floor liner. 

 

 

Larson Customer Care Team

1/28/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a car from them on 12/27/15. They upsold us on two insurance policies - one an extended warranty and the other a key replacement. When we got home, we realized that the paperwork for the insurance was for another person and a different vehicle. I contacted them and spoke with Myshel B********** in the finance department on 1/22/16. She asked me to email them the copies of the insurance contracts. I did so that day. I never received confirmation of receipt. We stopped in on 1/23/16 and were told that they were all too busy to meet with us suggesting that we set an appointment with them for another day. I sent them an email right away asking for a resolution to the problem. I received an email from Eric L******* on 1/26/16 in reply confirming my financing. I emailed him back and reiterated that we needed corrected policy paperwork. We waited 24 hours and still had not received a reply to our original inquiry. My husband contacted the bank that holds the loan. They emailed us back right away and told us that they discovered the problem on 12/13/15 and had gotten the issue straightened out with Larson by 1/11/16. They suggested that we go back to the dealership and get the corrected paperwork from them. We sent Larson another email asking them why, if they knew about this problem on 12/31/15, they never bothered to contact us and get corrected forms with corrected signatures. We have not received a reply as of yet.

Desired Settlement: At the very least, we would like to have an opportunity to sign the corrected contracts, and receive our copy of the corrected paperwork. I am a CFO and a contract is not valid without acceptance signatures. At this point, I would prefer just to return the car to them and get a full refund.

Business Response:

Hello ******,

We are sorry for the lack of communication between you and our CJDR store. We want to resolve your issues as quickly as possible.  I have emailed the General Manager Lewey M******* and ask him to make it a priority to have the correct paperwork drawn up and have it ready for you to sign as soon as possible. Lewey or one of his managers will contact you as soon as it’s ready. Keep in mind we are a very busy store, but I will keep on top of it for you on your behalf. If you have any more concerns please contact our customer care team here at Larson at 253-671-6405 you can also write us at ***************@LookLarson.com We do hope to have your issue resolved soon. Have a wonderful day.

The Customer Care Team

Consumer Response:


Better Business Bureau:

I did receive a phone call and email from the General Manager as indicated.  The issue has not been resolved as of yet.

Sincerely,

****** *****

1/24/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After purchasing a 2016 Jeep Cherokee Sport from the dealership brand new. I discovered a water leak from the seam under the driver's seat not being properly sealed, condensation in the drivers side headlight, and the front end would shake when going from a complete stop to accelerating. I took my car in on December 16th and I still do not have my car back today being the 21st day in the service department. I've gotten the run around ever since I dropped the car off. Being told false dates to pick it up, the service specialists not getting back to me when they said they would, the G.M. not really doing anything about it, and getting my car pushed to the side when they got busy with other vehicles that needed work. I asked if I could get a new vehicle to replace the one that's been in the shop. I was told I need to purchase an upgraded model in turn paying more a month to get a new car. Which I was told later is a false statement by the Chrystler Customer Service department. I'm not sure if it's because I'm a young female or what. They don't seem to take me seriously. I've already made my first payment on it and I barely got to drive it. They have had it longer than I got to drive it before taking it in. I think that they should own up to their mistake and laziness. I want a different car that is actually reliable to drive and put together right.

Desired Settlement: A new car to replace the one that I had originally purchased and a reimbursement of the payment that I made and didn't get to drive it on account of it being in the shop at the dealership for so long.

Business Response:

*******,

We are so sorry for the service you gotten with us at Larson CJDR.  We strive for excellent customer service and we are sorry we did not live up to your expectations. We would like to speak with you about it your experience and see how we can make things better. Please contact our Customer Care Team at 253-671-6405 or 253-671-6405 you can also write us at ***************@LookLarson.com?

Thank you.

Consumer Response:
Complaint: ********

I am rejecting this response because:
I have been dealing with customer service for the past few weeks. Nothing seems to be happening with them. I got my car back with an issue that is still happening after being in the service department for 27 days in the service department. I am requesting a new car and to get my 1st payment reimbursed. The GM will not respond to my email. I talked to a couple people today while I was at the dealership and one person had his truck there two weeks and it was never touched in the service department. Another man could not get the GM to reply to him either. After he met with him today they told him he could not come back to the dealership. I am not confident that there won't be anymore problems with this car. Going to Look Larson has been nothing but a headache. I have so much going on and I don't want to have to deal with a dealership that will not accept the fact that they sold me a very poorly assembled vehicle.
Sincerely,

******* *****

Business Response:

Ms. *****,

I’m very sorry that our team at Larson CJDR has not been in contact with you. I have personally contacted the manager over in their service department and they will be in contact with you as soon as possible. We understand your upset and we want to work with you in regards to this issue. If you like to talk more about your issue with us please contact our customer care team at 253-671-6405 or 253-671-6405

12/23/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased an Audi vehicle represented and documented as a 6 cylinder vehicle approximately 1 year ago. The vehicle is actually a 4 cylinder vehicle. The dealership has admitted the fault is theirs due to a 'typo' when entering the vehicle info in their database but they are unwilling to offer a solution.

Desired Settlement: We require that they either provide us with the vehicle make and model we purchased or give us a full refund including the service package that was purchased.

Business Response:

To Whom It May Concern,

 

We are happy to report that we have addressed all concerns of Ms. ****** concerning this BBB report, the comments within it, and thank the Better Business Bureau and Ms. ****** for bringing this matter to our attention so that we could rectify it for her.

 

Audi Tacoma

12/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I brought my 2012 Jeep to Larson for service. The service was not done but I was charged for it. I was unable to talk to Larson because I picked up vehicle after service department hours. When I called to reconcile situation I was offered service to fix it over a week away, this is unacceptable. I should not have to pay for service and I do not trust them that they will do job correctly on a second attempt. This is not an isolated incident but an incident that provoked me to file a formal complaint.

Desired Settlement: Larson to pay for service at another dealership.

Business Response:

To Whom It May Concern,

 

We thank the Better Business Bureau and the customer for bringing this issue to our attention. Larson Chrysler Jeep Dodge Ram Service Manager, Terry B*********, phoned the customer regarding this concern. There was a miscommunication between our Service Department and the customer, but all work was completed as promised and the customer has confirmed that he is satisfied. Should he have any additional questions, comments or concerns, we would encourage him to contact our Customer Care Team at ************ or reach us at ***************@LookLarson.com

 

Thank you,

 

Larson Chrysler Jeep Dodge Ram

9/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In June we left our 2012 Dodge Ram with Larson Dodge Service department for some recalls to be fixed and our seat stitching to be fixed (for the2nd time). When we got back from our vacation my husband went to pick up the truck and only the recalls were done, the seat was not touched.Making matters worse some how our truck was scratched up while in there care at there facility. On July 8th, 2015, our truck was once again left at Larson Dodge Service department for the 3rd time for the stitching on the drivers seat to be fixed, and to repair scratches.To this day, 8/25/15, we have yet to get our truck back. We have made two truck payments without the use of our truck. My husband is required by his job to have a truck to tow equipment from various job sites. He is unable to use it for work which he needs. My husbands company has been nice enough to lease him one of there trucks at a rate of $34.00 a day. At The same time it puts a strain on the company he works for getting Jobs done because now they are down a truck in fleet. My husband has given Larson Dodge an Invoice for lease of truck.Every time they say its done, we come to pick it up and its hasn't even been touched!

Desired Settlement: I would like to have my truck back with the seat stitching done like its suppose to be. This does not take almost 2 months. I am tired and exhausted of having the run around of this service department and general manager. They should not be selling people trucks/cars with empty promises. People need to know what they are getting into with this dealership. I further think if the Business wants to resolve this issue without me giving them a bad name (because at this point this is all people I know hear from me) then they should compensate me by paying my truck payment for the last 2 months, and pay for lease of truck from my husbands company.This is not too much ask of a corporation that makes billions of dollars. Their service ***** beyond belief!!!!!!!!!!!!!

Business Response:

The explanation the customer is giving in their explanation is over two seperate visits. The first advisor that they worked with was Jason and is no longer with us. Apparently the vehicle was "scratched" When it was here on that visit. That visit was dated 06/15/15. The seat problem was noted at that time but was not completed for some reason. The vehicle was scheduled back in on 07/07/15. Chuck W**** was the advisor at that time. Chuck gave the customer a vehicle to drive which they had the entire time the vehicle was here. 51 days. We are not obligated to provide a customer with a truck. That is what the customer is wanting. The vehicle did not have to stay here that entire period of time either. All we had to do was to have the scratches buffed out and take pictures of the seat to find out what repair Chrysler wanted us to do. It is my understanding that the customer did not want the vehicle back until it was repaired. The reason that the repairs took so long is that number one the material has been discontinued. We could not order a cover for this repair. We had to find someone who could stitch in a substitute. From my understanding (rightfully so)  very high standards were taken to see that the  repairs were  done correctly and we were trying to make sure that that is exactly what happened. It is my understanding that the customer is happy with the repairs. If the customer did not use the vehicle we provided for them then why did they keep it for 51 days? Also, if they needed the truck for work why didnt they explain that to the advisor and pick up the truck until we had a repair procedure for them? These were just a couple questions that I had and we hope the work again is done satisfactory to our client.

 

Thank You,

 

 

Terry B*********

Service Manager

Larson Chrysler Jeep Dodge Ram

9/3/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My recent visits to Larson Audi in Fife. I have been getting my vehicles serviced there for around three years and in the past, I would never seem to have any issues at all, until recently. I have two Audis, an A4 and a Q3, and just sold an A6. All my vehicles were serviced strictly at Larson Audi. I will explain what I have gone through recently. I personally like to get my vehicles detailed from top to bottom, wash, wax, and vacuumed, cleaning of interior, polishing the leather, engine clean, ect… Larson Audi does not do this onsite for some reason and opt to have a third party offsite do this. This is where the problems started. About a year ago, my vehicle had an engine service done, oil and what not, along with a detail. Upon pick up, I inspected the vehicle, and the engine bay was completely dirty as if it had not been cleaned at all. I said something to ****** and she said, come on… your expectations are too high… so, I said, alright then and inspected the rest of the vehicle. I noticed something amiss with my steering wheel. It looked as if the chrome ring around logo had been peeled back and left a crease in the chrome. This left me suspicious as it was not like that before. So I asked ***** to check my air bag for consistencies to make sure that the third party detailer, (whom Audi won’t tell you who it is), may have swapped out my airbag. I was treated as if I was a conspiracy nut, but the check came back normal. It was super fishy! I took my car and left with a bad taste in my mouth, but kept optimistic with the benefit of the doubt in mind and the fact that I love the brand. May 2015 Again, it was time for yet another service on my A4; I opted into another detail to be done, knowing that it very well may be going back to the same place. Upon time to pick up the vehicle, I received a cal that it was ready, and was asked to pay for the service over the phone…”really” I said. I said no and went in

Desired Settlement: Store credit to Audi (any location)

Business Response: While we appreciate that all of our customers are entitled to
their own opinions of their experiences, at times we feel it necessary to
correct some factual items. This customer has a long standing relationship with
Audi of Tacoma, and in fact has been our motivation for building new processes
within our service department. This customer has had issues nearly every visit
to our store, a few are substantiated and we have taken full responsibility for
our actions or the actions of our 3rd party partners and rectified, but most
are not. To help ensure this customer's comfort and peace of mind we now take
photographs of each vehicle that is brought to our service department before
any work is completed to ensure an accurate capturing of the facts. We also
keep a wash log to know exactly when a vehicle has been washed, and second
signature is required before the vehicles are released to customers verifying
that the vehicle does, indeed, look clean. Before this customer picked up his
vehicle from his most recent servicing, the vehicle didn't pass our second
inspection and was sent back to be vacuumed again. We have done this in an
effort to make accommodations for this customer, and the process has spread to
all of our service customers.

 

Where we take exception is the accusation of us having a personal agenda against this customer or his vehicle,
and having our words taken out of context, twisted, and re-appropriated in the
review that was written today. Time and again, we have gone above and beyond to
satisfy this customer, including providing him with loaner vehicles when that
is usually a service we only provide to customers who purchased their vehicles
from us. His two previous vehicles were not.  In months past, we
found that we were unable to satisfy this customer's wishes and ended our business
relationship with him based on this and the repeated accusations we were lying
to him. We do not lie to our clients or cover things up. He came back a few
months later, apologized and asked for a second chance, which we gladly agreed
to. After this servicing, he called our Customer Care Department complaining
about his service, but offered to forget it if we gave him an Audi jacket and a
free oil change. The email in which he accuses our Service Manager, Sarah V***,
of taking a tone of 'How Dare You' is below. An objective reader will conclude
that this email was polite, informative and a plea for open communication
between an employee and a customer who have been doing business with each other
for years.

 

Immediately below is a copied
and pasted email from Sarah V***, Service Manager of Audi Tacoma with only the
customer's information omitted. The customer's inbound email to Sarah will not
be posted as it contains harsh, aggressive, inappropriate and threatening
language:

 

"Hi CUSTOMER NAME OMITTED,


I left you a voicemail as well.
I received your survey along with a phone call from my Customer Care Team
regarding some service issues. I would like to think after the years we've
worked together, you would call me directly to discuss any issues rather than
negative marks on a survey that is very important to the store. I thought we
had build that relationship as I've always done my best to alleviate any issues
you've had.

In researching, your vehicle
was washed when we called to alert you it was ready. I keep a wash log daily,
your car was washed on the 10th at 10:12am, finished at 10:30am by Kyle and
quality checked by both Sandi and Kristen. Sandi actually sent it back to have
the vacuum done better. You did not pick the vehicle up until the following day
so it is possible that the sprinklers hit it over night. Sandi looked it over
when she pulled it up as well.

Obviously a service wash is not
a detail and we do our best to make our clients happy.

 

In regards to the tire pressure
on the vehicle, I checked your safety inspection sheet, your brake and tire
levels are all recorded, along with 36 psi on each tire. You can see that as
well on your copy of the inspection sheet. Your vehicle was worked on by my shop
foreman and I trust the documents he provides me with. If a tire was 18psi low
it would practically be flat and would've been apparent the second you pulled
out onto the road. There would also be severe wear marks on the sidewall of the
tire. Perhaps a nail or screw was picked up the following day?

 

I continue to take every
precaution available when your vehicles come in because I feel there is always
something wrong. While I realize in the past, there has been a legitimate issue
or two, I do not have these consistent issues with any other clients. As I said
previously, we continue to not meet your expectations and I feel another shop
may be the option. I have done a lot to take care of you and your vehicle as
best as possible over the years and I feel it is still not appreciated.

 
Hope you have a wonderful
evening, "

 
We regret that this customer
has had what he perceives to be a negative experience with our Service
Department, but we have exhausted every option that we have in satisfying him.
Today, he has taken to the internet (in multiple places) in retaliation of us not complying with his
requests for free items regarding his latest service which was fully completed,
delivered free of issues, and is fully supported by complete documentation.

Consumer Response:  
Complaint: ********

I am rejecting this response because: 

There is clearly a break in
communication within multiple departments there at Larson Audi. When I
responded over the phone to a rep name Amanda about the most recent survey, she
had asked me what I would like done about this issue? She asked, “Would I like
a free car wash or an oil change”? I said “NO, I want this issue to be
addressed in order to improve efficiency and make the dealership better. I also
plan on buying a Jacket, so maybe a coupon, NOT a gift certificate;
a coupon would be helpful as I still planned to bring my vehicle back, until I
received an email from Sarah stating that I complain too much. I want to BUY a
jacket, not get one for FREE.
That is petty. Can go online for that… As a customer, I choose were to spend my
money, and not the company telling me when and where to spend, unless I did
something horrible, then they can refuse service, and in Sarah’s eyes, Bad
surveys are horrible. She wrote that I know the surveys mean so much, but
honestly, I don’t know anything about that…We never talked like that… We never
stood around the water cooler together discussing employment… I am a customer,
not a coworker.

Sarah is extremely defensive about
constructive criticism and is taking it personal and is also trying to make me
look as if I am a customer that is out to get something for free, so this is my
motivation to tell everyone about the Larson Audi service deficiencies. This is
not the case.  I have nothing to gain here.
This is a  lose-lose situation for us as
for them. Now because Sarah thinks we should do business elsewhere, our
extended warranty (*******) for the exterior of the vehicle will not transfer
to other dealerships thus needs to be refunded to us. Other BBB complaints
prove extended warranties are dealership specific and it was purchased
approximately 60 days ago for that dealership so a $1500 approximate refund is
in order.

Sarah is not running the service
department well and it shows. First of all, I have been in four times this year
and every time I was in, I was greeted by a new service advisor. Each advisor
does not know my cars well, or the brand, at all, nor do they seem to care (Chip
does seem knowledgeable) as I am just another number. It seems as though Sarah’s
management is not consistent in the hiring process and consistency is essential
to a fluid running business. Badgering customers about constructive criticism
is a poor leadership quality and does not at all employ extraordinary
leadership. No other company I have ever experienced in the corporate world
does this. High heels and a fake smile do not make you a great leader. It takes
much much more. If it wasn’t for Sarah’s email upsetting us, we more than
likely would have never contacted anyone such as the BBB or left reviews
online. This time she has gone too far. It’s beyond an email though… her email
only intensified our issues.

I always thought that a great
business followed the model that “The customer is always right”. This is not
the case with Sarah. The customer is always wrong with her. At least in my
case. Why is that? What other customer don’t see is the way that I have been
treated about concerns of my vehicles. Nobody sees this, so it is my duty to
bring this to light in order to improve efficiency. This is not at all driven
by an urge to get even with the dealership or fulfill an inner frustration, nor
receive any free money. I have plenty of that. God has blessed me with an
abundance of everything a human would need, and then some. I am stating the
facts and the fact stand by themselves and don’t lie.

When Sarah was a service advisor,
prior to her promotion, I always would give her perfect surveys. When she
became manager, things started going downhill. This is a clear reflection of
her management skills. Who else would know better than a customer like me, to
know what really is going on? Would a worker ever say, “yah, I don’t work well
all the time”…? I think not. Sarah takes the surveys personally, instead of
utilizing them for improvement. It is clear in her previous emails, of her
stubbornness to accept my feedback as factual and correct, and her willingness to
correct issues caused by the service department. This is not good for business.
I can only speak on how I am treated and do not know if this is a trend in
behavior, yet it very well could be. I am glad to bring things to light that
others may wish to blow off.

The facts stand that my Audi A4 and
Q3, both have defects that were made by the service department. The 2015 q3
needs the tint to be redone by a professional that has done thousand of tint
before. Sarah told me that this is now being done onsite and that leads me to
believe that because they just started
doing this, they don’t have the experience to do this 100 percent as of yet.
The Q3 has bubbles between the film and the window. I addressed this issue and was not given a solution. I want a
solution to this as it is their responsibility. I would like to take the
vehicle elsewhere and I believe that the dealership should refund the money I
paid to have it done professionally, as it was not done right TWICE already.

The A4 was involved in an accident
in the possession of the Larson Audi service and it is also their
responsibility to make this right. I have enclosed pictures that will show that
the fix to the accident that THEY caused, and is still to this date, not
correct. I believe that they should cover the fix to make it correct and remove
the blotchy paint, and bring my car back to normal as it was prior to bringing
it there. This is not much to ask.  I
could have played hard ball with this issue and I chose to give them a chance
to correct everything and be nice instead. Don’t take my kindness for weakness.
I was and am ready to take this issue to the next level, but I still have faith
that this can be fixed in a professional manner, and not in the combattative
way that Sarah is currently dealing with this. I asked via the BBB for
approximately $500 to fix both issue that they caused, but this is just an
approximant. It could cost more. Who knows?

This is not a joke. This is deffenantly
something that western Washington in whole would be floored by if they knew
about. I believe that the dealership will come to their senses and fix the
problems that they made, and not try to shift the blame onto me with stubbornness. This is what I want. I
want my cars back to normal. That’s it.  I don’t want your acceptance, I don’t need
friends, and I just want my cars correct. I am the customer and the customer is
supposed to be KING. I am the one
spending the thousands, not making the thousands. Why would a customer look
forward to that? Money does not come easy. It takes blood, sweat and maybe even
some tears along the way to get it. It is the dealerships’ privilege to have a customer that is willing to give
their money up to them. Not the other way around as Sarah says. This is a bad leadership quality. That’s bad for
business.  I really like the way my cars
get fixed mostly, as I have had a lot of work done that is fine and good. I
appreciate the good work done, but I don’t appreciate the attitude I receive
from Sarah about her trust in her technicians. It’s like she is the mother hen
and will protect them at all cost, even if they are wrong. This is not how a
company excels because issues get buried in red tape and swept under the rug.
Companies need to know the inner workings, in order to run smoothly. If Sarah
puts on a happy face that all is well, how will the company improve? That is
what all this is about. In a nutshell.

If you can’t tell a customer following, then something is
seriously wrong. I want answers to these questions.

1.      
What is the company that does the detailing for
Larson Audi Fife?

2.      
What actually happened to my car for it to get
dinted during service? Not who, what?

3.      
Do you use a pressure washer to clean vehicles
onsite at Larson?

4.      
Do you test drive all vehicles after service to
ensure proper fix has been done?

5.      
Do you ask all customers who don’t leave perfect
surveys to go elsewhere?

6.      
Does the car washer utilize the same rag used on
brake dust to wipe car down as this causes swirls?

7.      
Why are there new service advisors every month?

8.      
Is it taught in meetings to have advisors
request payments via email to be made over the phone, sight unseen?

9.      
Who is Sarah V***** manger? Who is her boss?

10.  
Do you utilize a surveillance system onsite to
ensure quality? Including shop, garages, registers and parking lots?

11.  
Can you tell me how much it truly cost for two
belly pan clips for my car?

12.  
Is it customary to give dirty loaners to high
paying customers?

13.  
Is it ok to get frustrated with customers no
matter how picky they are?

14.  
Do you discriminate on customers according to
the year of their car? IE, older Audi, not as important…?

15.  
Is it proper to tell a customer that their
expectations are too high?

16.  
Is it customary to sweep all negative issues at
Larson Audi under the rug?

17.  
Did you notify the Washington State Patrol of
the accident that was caused in your possession with my car?

18.  
Does job security take precedence over
improvement?

19.  
Can you explain the process from start to finish
of how your vehicles get from Larson Audi in fife, to the location where they
get detailed? Do the cars get towed there or are they driven to location, and
by whom?

20.  
Do you believe that my request for my car to be
back to normal is not warranted due to receiving $100 and some touch up paint
as attempted compensation?

21.  
Do you deliver all window tints back to
customers with bubbles in them at Larson Audi? If no, how was that achieved?

 

 

These entire questions
are valid and should be able to be addressed by any service manager in the
industry that has exceptional standards. If my questions as a customer cannot
be answered with truth, clarity and preciseness, than there is a breakdown in
the management in the service department of Larson Audi.

 

Please feel free to
discuss this matter with upper management as their insight will greatly affect
the proper outcome of this case.

Sincerely,

*** *** *** ****** *************

Business Response: To Whom It May Concern,

 

We take any and all cases brought to us by the Better Business Bureau incredibly seriously. We use the information within them to learn and grow as a business, and we very much respect the process. We also attempt to reply as quickly as we are able to, and not as a measure of compliance as the time limit expires. As we take these cases so seriously, we are disappointed when a disagreement with an employee or department of our company is disguised as a complaint against the laws and regulations of fair business practices within the State of Washington. This complaint is one such example.

 

The contents within this complaint are wholly unsubstantiated, untrue and an affront to our business. We will not address each point individually, but we are able to provide email and recorded phone call evidence to show that not only are his ‘factual’ claims false, but the inference he takes from our communications is also misguided. Most egregiously with his interpretation of Sarah’s email (Which we provided verbatim in our previous response), but also in providing false information about the words of our other employees. Amanda did not offer a free oil change, she scheduled an oil change that the customer asked to be completed. In fact neither did our representative who reached out to him after his most recent survey. At multiple times during our correspondence with this customer, *** has asked for compensation in the form of gift certificates to be used in our parts department or cash for various complaints. Yet each time we speak to him about these complaints, he either recants his complaint or we have addressed his concerns to his satisfaction.

 

Audi Tacoma consistently scores as one of the highest rated Audi Service Departments in the Western Region of the United States when it comes to Customer Satisfaction. We routinely have Service Advisors, and our department, recognized as being some of the best in Audi of America. While we are quick to take accountability when we are wrong and make things right with our customers, this is not one such time.  After the latest in a list of mistruths and unsubstantiated claims against our company, we came to the very difficult decision to cease doing business with this customer. We pride ourselves on 100% customer satisfaction, but in very rare instances this isn’t possible. As we are never able to exceed his expectations, and when we have made amends at first he accepts them only to come back later asking for more. Since we made our decision known to Mr. ******, he has taken many steps to bring fictitious cases against us and to publicly harm our good name and image. Firstly with a factually inaccurate claim with the BBB (And Attorney General), and then with a list of demands to satisfy his complaints, some of which ask for private information of our employees or ex-employees (reasons or justifications for changes in employment at our business), internal company policy, dealership and personnel safety and security, leading questions designed to portray the business as underhanded and more.

 

The customer does ask a few questions that
warrant answers, and they are provided below:

 

******* is not a warranty for the exterior of the vehicle. ******* is an applied product that is put onto the exterior of a vehicle to prevent such damage, and is accompanied by a guarantee from ******* and the company who applied it. The product has been applied to the vehicle and warranty claims may be made outside of our dealership, there will be no refund for this product. (*******’s website: http://www.*******.com/ )    

 A blanket statement saying that ‘BBB complaints prove extended warranties are dealership specific’ is also untrue. In fact, most extended service contracts are backed by 3rd party companies that allow for repair work to be completed in many locations, not only the place where it was purchased.  
*** **** ***** is the name of the company that details vehicles for Audi of Tacoma, and applied the ******* treatment for his vehicle. This information has been provided on multiple occasions and never withheld from the customer.

 

The remainder of the questions asked by Mr. ****** both have already been asked and answered (amends were agreed to by the customer and are documented when we have been responsible for a shortcoming), are offensive in context, or simply do not warrant a reply. As there was no unfair or illegal business practices conducted by Audi of Tacoma and we have ended our business relationship with Mr. ******, we hope that this satisfies the curiosity of the Better Business Bureau. We regret that we are unable to repair this relationship, but as we are constantly asked to hit a moving target of customer satisfaction that is great one day, and the next unacceptable for the same issue, we cannot continue to pour company resources into these erroneous claims moving forward. We wish him the best moving forward at his next Audi dealership.

 

Audi Tacoma

Consumer Response:  
Complaint: ********

I am rejecting this response because: My vehicle was damage by Larson Audi and it was not repaired to my satisfaction. Now I did not ask for your service department to crash my car, but I defiantly am asking for proper compensation from you, in order to repair my vehicle to MY satisfaction, NOT yours.  The $500 would be used to repaint the damaged area where your service department ruined my car.

Sincerely,

*** ****** & ****** *************

8/10/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Bought a used vehicle Feb 4th 2015, when buying the vehicle, I was assured I would have the kia powertrain warranty still on it and it was transferrable. Had no issues with the car, at exactly 4 months, the car broke down and left me stranded, with my husband out of the country and 7 kids, this is not OK. I payed to have it towed home, had a mechanic come and run some diagnostics. A few issues, but the main reason being, the alternator. Fine, I know that's not covered anyhow, but there are more issues. I call kia, they tell me no it was not a transferrable warranty. I called look Larson, they can't tell me why I was lied to. And my 3 month warranty was over. I didn't buy extended so they can't help. I didn't buy an extended because I was assured I had warranty on the car. I did not pay 14k cash to not have a working vehicle. The manager informed me even though this wasn't really their problem I could pay $150 to have it towed there and they could tell me what was wrong with it. That was the cost of a new alternator. Of course I'm not paying that. There was never an apology, or explanation asvto why I was lied to, only fhatbit was my fault for not buying THEIR extended warranty.

Desired Settlement: I would like an apology for not being told the truth, when I specifically asked if the warranty was transferrable, and would like either the extended warranty on my vehicle

Business Response: In response to Ms. ******* concern,  we did contact Ms. ****** and attempted to assist in the best manner possible,  we did contact Ms. ****** and apologized for any miscommunication on her concerns regarding any warranties and explained what was covered on her vehicle purchase is powertrain only.  Her concern was not powertrain related but we offered our discounted pricing on getting it towed here for her and assist in a loaner vehicle while we looked at the problem she was having with it.  It appeared to be a bad time to call and she declined allowing us to help assist in getting down to us for proper diagnosis.  

We again apologize for any miscommunications.

thank you
Sincerely
Lewey M*******
General Manager
Larson CJDR of Puyallup

6/16/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I brought my vehicle in for a transmission shifting issue as it seems unsafe for interstate travel since I can't safely accelerate to merge with traffic or avoid a potential accident in certain conditions. After bringing it in four times, I have been told it was four different issues. The first: Bad catalytic converters. After they swapped those out, the issue remained. Second: It was my bigger tires. They reflashed the computer to the biggest stock size. No fix. Third: Different tech said it wouldn't be the tires causing it. After I rode with a tech, the tech said "That's definitely not normal." They found some codes which didn't come up with another scanner and without a check engine light illuminated. They said it was a bad throttle body and it wasn't covered under powertrain warranty. So they wanted to charge me approx $500-600 for the repair. Not trusting them, I told them no. They charged me a "Diagnostic" fee. I replaced the throttle body myself to save money. After replacing it, same issue. The fourth and final time: The Shop Foreman drove it with me, he said it's definitely lacking power, but wanted the transmission "expert" to try driving it. The "expert" tried telling me this is normal for the vehicle and that I should try putting "street" tires on it. Even though I have stated plenty of times, that this was occurring with even the stock tires that came with the vehicle from the factory.

Desired Settlement: I would like for two possible outcomes. I would like to be refunded the diagnostic fee that I paid after they said the solution wasn't covered under warranty. And I would like them to just fix the vehicle. There is no way that this is "normal". I'm tired of being told conflicting things. If you don't want to fix the problem, I would like to be refunded the diagnostic fee. At which point I will contact Jeep directly for further guidance. If unsuccessful in repairing the vehicle, I will be getting rid of the vehicle.

Business Response:

To address the BBB case for *** ****,

 

  On March third
the vehicle was brought into the shop with a lack of power concern.The mileage
at that time was 75062. The technician went through the diagnostic and found
that the backpressure through the exhaust was below specifications. He found
that the left catalytic converter was at 30 lps and the right side was at 40
lps. We replaced the catalytic converter. We test drove the vehicle afterward
and found it to be operating as designed. The repairs for this concern were
covered by warranty.

 On March 19th the
vehicle was brought back in with the complaint of lack of power on
acceleration. The mileage on the vehicle at this time was 75125. After
performing a diagnostic the technician found that the tire size that was
programmed into the computer was the wrong size for what the vehicle had on it.
The technician reprogrammed the tire size in the computer and the vehicle drove
fine. The customer was not charged for this repair.

 On March 30th the
vehicle was brought in with a concern of engine revs up and vehicle slows down
while climbing hills. After performing a diagnostic the technician found there
to be a fault code in the system. Previous to this visit the vehicle had no
fault codes stored in the computer. The fault codes found were P0222 (tps
circuit low) and p0123 (tps circuit 1 high). After performing multiple test on
the system the technician found that the throttle body was at fault. The
customer declined repairs. The customer paid for the diagnsotic that the technician
performed. The amount for the diagnostic was 120.00 dollars. This amount was
preapproved before the work was performed by the customer.

 

Thanks,

 

 

 

 

***** **********

Service Manager

Larson Chrysler Jeep Dodge Ram

5/13/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: This dealership lied to me from the start. **** told me (upon me asking to take the car to a mechanic) that dodge will warranty their cars for 6 months and that I would be completely fine. He also stated later in the transaction that they were losing money on my deal so they wouldn't do anything for me. My car the next day had a puddle of water in it and mold growing on the drivers seat, the rear defroster doesn't work and they want me to pay 800 dollars to fix it after the sales manager stated he would "take care of me". I have called multiple times to speak with the GM ******* and have gotten no response. Then the finance gal told me that my suspension would be covered by my warranty but the service tech said it wouldnt. No one has the same answer, they pressure you to buy a car and if they don't make money then they do nothing for you. They are dishonest, rude and scam artists.

Desired Settlement: I want them to pay to fix my leak and rear defroster. I think they deliberately sold me this knowing there were issues, but promised me there wasn't anything wrong. And apologize for being so manipulative.

Business Response: We apologize for the delay in response, we have fixed Ms. ****** defrost as well as replaced her rear glass and aligned it to specs.  We did not charge Ms. ****** for the repairs as we have completed the repairs in excess of $1,000 including labor time as good will service.  We thank Ms. ****** for her business.

Consumer Response:  
Complaint: ********

I am rejecting this response because: While it is true that they fixed my defroster, they did not initially want to until I suggested that they contact my warranty to see if it was covered. They were still paid for the repair work. The response also did not address the fact that they sold me a car with mold and a leak (that they had to have known about). They only gave me one key, tried to charge me for the 2nd key and didn't put gas in the car before I purchased it. The sales man **** was extremely rude and made me feel like because they did not make money off of me, that my business was not important. I have spoke with the customer service who told me 3 times that they would follow up with me and never did. Also, I left a message for the General Manager of the river road location and got no response. This company did not meet my expectations and I am extremely disappointed in my service and feel they should not be getting good ratings from the bbb for how they treat customers. 

Sincerely,

******* *****

Business Response:

In response to Ms. ****** latest concerns,  we do not always receive a 2nd key and fill up gas in pre owned vehicles.  If Ms. ****** would like us to investigate a leak, we are happy to do so with our leak specialist. Larson CJDR is happy to have that looked at when Ms. ****** wants to bring it in. 

Thank you.
***** ********
General Manager
Larson Chrysler Jeep Dodge Ram of Puyallup

5/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I went to Lason Dodge with a pre approval from ******** ******** I spoke to the 1st salesman who said he needed me to fill out a credit application. I said no, I already have a pre approval, then I said I will call ******** here. I used the salesman's phone and called chrysler. He heard me speak to them. ******** stated that there was no need to run my credit because they already had and there was a approval in Larson Dosges computer that they can access. This approval required my ID, my paystub, insurance card as needed to complete the process and verify my Identity. I provided that 1st salesman with these items. Then from that point it was just to work up a deal. I left because I had to go to work. I came back a couple times the next few days but my salesman was gone. I finally came back Sunday and worked with a different salesman. He came back with the same thing trying to run my credit and shop it around for better rates. I again refused to fill out a credit application and told him that I already had the approval. I used his computer to pull it up and gave him the number of the approval from ******** to access my approval in their system. He came back with a paper and said ******** needed this information about 2 of my accounts with other creditors (**** and *********) I gave him the info, and then he went back and came with a deal sheet that laid out the deal, and I said I would return the following day. Around this time, I got a email saying my credit was ran by Larson Dodge.I have a fraud alert on my credit file as I am a ID theft victim. He used the account information he said he needed to give to ******** Fiance to fraudulently access and bypass the fraud alert on my credit file. I never was obtaining credit from Larson in any capacity. I was approved directly from ******** and was able to go to any dealership with this approval. I chose Larson because my family has bought 2 cars from them and I thought it was a reputable and honest company.I am livid!

Desired Settlement: I am so upset, after being a victim of ID theft and taking years to try and recoup what was left of my credit and slowly finally build it back up to have a man violate my privacy rights, lie to fraudulently obtain my personal information to access my credit file. This is the same as ID theft! Something must be done about this and I feel I should even file a police report.

Business Response:

In response to Ms. ********* concerns,  On March  11th 2015,  when Ms. ******* applied for credit for the intent of purchasing a vehicle with ******** *******, attached is a disclosure box that discloses what ******** ******* will do with the information. This may need to be enlarged for viewing. ******** ******* electronically sends the credit information directly to our internal usage of a software system known as dealertrack.  In dealertrack, we can then pull information and submit to ******** ******* for approval purposes.  Nothing was done fraudulently on Larson's part as this is directly sent to us from ******** ******* when ***** clicked and entered her personal information for the purpose once again of purchasing a vehicle. 

***SUPPORTING DOCUMENTS REDACTED BY BBB***

3/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased my Jeep Compass new in July 2012. Within the first 6 months I was already in the service dept with issues going on with the vehicle. Here I am 2 1/2 years later & still having some of the same issues, PLUS SOME. This is absolutely unacceptable & ridiculous. I have dealt with the Jeep resolution department & Larson Dodge both. I got no answers from the Jeep resolution team & Larsons service dept is unable to duplicate the main issues so they always say there is nothing they can do. I want something done about the LEMON of a car I wasted my money on. It is the same ongoing issues & I refuse to have my warranty run out & then have the car break down all together. Jeep and/or Larson Dodge are accountable to make sure this car is running without defects. I am beyond mad about this whole situation. The MAIN issue with the car is an engine issue. It will randomly stall upon trying to start it, it will act like it is starting but wont catch all the way, etc. I have had the blinker switch replaced THREE times as it was defective. I had to have the key fobs replaced as they were defective. The lights on the dash come on for no reason & that is another trip to the service department. I have taken the car in MULTIPLE times & I can't continue to do that. A. I shouldn't have to spend so much time in the service department with a new car. B. My time is spread very thin as it is & I DONT have time to always take my car in, get a rental & have to go back to pick my car up. I am not in the same town as the dealership. The whole car has been defective & I am frustrated that they never acknowledged it being a problem. I have had nothing but crappy service dealing with the dealership & that has made this nightmare even worse. I actually got ONE email from the manager himself the first time I ever took the car in & not once did I ever get a reply again...from ALL the emails I have sent over time.

Desired Settlement: I want the car fixed to where I don't have to take it in on a constant basis...or a replacement car. I don't want my warranty to expire & the car die on me all together. I refuse to be held accountable for repairs if that happens because it has been a nightmare from day one. So they can fix the car that shouldn't be defective in the first place. They can warranty the car 100% for up to at least 100,000 miles or they can replace the car all at their expense.

Business Response: From ***** ********** Service Manager: In response to *** **** ******** concerns, It is my understanding that there have been three concerns regarding her vehicle.
#1. light is coming on the dash (not specified as far as which light it is)

#2. Vehicle will spudder at times when starting

#3. Odor inside vehicle.

We have not been able to duplicate these issues when the vehicle was last in our shop. I have followed up every time she has requested which you can see attached emails of communication. We would be more than happy to have this issue corrected, however we must be able to duplicate them and it has not happened frequent enough for us to do so. We have asked for her to drive with a technician to road test and help share what is happening but she had declined on doing so. We have asked for more information yet none has been provided. Again in closing we need to be able to have the vehicle again to duplicate the problem so that we may be able to fix it. All visits have been documented for the factory so she is covered from that respect. We offer loaner vehicles as well to help with the inconvenience at no charge to our customers. If *** ******** would allow us to have the vehicle again in our hands, we would be happy to attempt to have the issue duplicated so we may then take corrective action. Thank you

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
I have notified Larson Dodge of numerous things wrong with the vehicle on numerous occasions. Mr. ********** is only addressing the concerns the last 2 times the vehicle was in their shop. I already stated they are unable to duplicate the issues as it is very random. So he is not saying anything that I have not already addressed. I am also aware they give loaner cars. What he didn't address though is the fact I have had the same issues with this car since bringing it home from the lot. Not acceptable! It is not their fault they can't duplicate the issues but unless they want the car to drive day in & day out for 6 months then it is only going to act up when it decides it wants too. The fact they have loaner cars does me NO good when it is my time I have to take to drive out to their location, drop my car off & then take time to drive out to their location again to pick my car up. Again, my time is spread very thin & they are not in the same city as I am. Just like them, I have a job & a life. I have children that need to be places & I can't just drop everything to always bring my car into their shop.That touches on his comment about coming out & riding around with a service technician to tell him what is going on. Same thing, I don't have the time. I never refused though & I am offended he said I did. Besides, why wasn't that offered 2 years ago during one of the first 5 times my car was in the shop? I also don't have a credit card for them to hold and that is a requirement for the loaner car. It is a nightmare every time I have been in this dealership. As I have said, the car has been in the service department more than my old car that was 12 years old & that is unacceptable. I don't trust that this car wont break down on me one day & I refuse to be stranded or be liable financially for a car that was a lemon to begin with. As I also stated previously, it took them 3 times to finally fix the blinker switch that was defective. The key fobs were defective, there are just misc. things that are always wrong with what was supposed to be a new car. They sold me a piece of crap. I can guarantee that if it was anyone of them or the owners of Larson Dodge they would not accept what has happened with me.
I have told them numerous things the car does but from what Mr. ********** is saying, he is only aware of 3 things. That is nonsense & if you go back into the records there should be a long list. I also know that the people at the service desk didn't always put down everything I said, it was like they only wanted to deal with so many issues at once. Then they would want me to bring it back in yet again. This has been one vicious cycle that is completely uncalled for.
I did say there is a "spudder" at times when starting but I also elaborated many times that it is so much more than that. It will act like it is starting but won't catch all the way. You then have to turn the ignition off & restart it. I could go on & on about the lemon of a car but I am not going to go back and forth over the defective car they refuse to acknowledge. It is time Larson take responsibility for this. As far as the "odor" that Mr. ********** mentioned. I never once said it was an odor. I stated there are times that it smells like gas fumes and/or exhaust inside the car. It happens when there are no other vehicles around and I have had passengers smell it as well. They say they can't find anything. I am almost to the point that I don't believe they have taken anything apart & thoroughly looked at everything.
I acknowledge any service department can't fix something if a car wont act up while they have it but I also acknowledge this has been going on way too long for them not to be able to go in inch by inch & figure out the problem of this car. Like I said, it is defective in so many ways & for the money I spent on buying it I expect better quality & I shouldn't be in the service department at all except to be getting an oil change. All of it is unacceptable.
If I buy a defective stove I take it back, if I but a defective lawnmower, I take it back. These are just some general examples that you don't spend money on a defective item & just suck up your loss. The store usually is customer service oriented & will do whatever is needed to provide you a quality product. Not Larson Dodge, I was sold a defective car that they can't seem to fix because they don't know what the problem is. I have received terrible customer service and my all around experience with them has been a nightmare.
I could go on & on but the stress of this car is too much.

Business Response:

In regards to *** ********* concerns,  the dealership is in a position to where we must have the vehicle in our possession to duplicate these concerns. It is impossible for us to do so and move forward with assisting, when there is resistance on the concerned parties end.  If *** ********* would like as an additional option, We can explore the avenue of attempting to trade her out of her vehicle for something else if she does not want to deal with it anymore.  So the options we are providing is 1. Please allow us to get the vehicle in here (we provide loaner vehicles at no cost to our clients) we must be able to duplicate the concerns with her test driving with a technician to display the said concerns. 2. We attempt to find another vehicle and try to trade her out of it and get into something she feels confident in. We will do our best assist whichever way *** ******** chooses.  

thank you
Sincerely
***** ********
General Manager
Larson Chrysler Jeep Dodge Ram of Puyallup

Consumer Response:  
Complaint: ********

I am rejecting this response because:
"It is impossible for us to do so and move forward with assisting, when there is resistance on the concerned parties end"
I am completely offended by that comment. I have been more than compromising & accommodating when all I have ever gotten is crappy service. How many times do they expect a person to bring a vehicle into the shop for the same exact problem before they acknowledge it as an issue.

I have had my vehicle into their shop MULTIPLE times over the past 2 years for the SAME issues and have went round and round about these same issues. Again, I work, have a child & am limited on my time just like they are. I have spent a lot of time away from work getting my car to them, having to pick my car up, etc...etc. I can't continue to do that.
I requested they pick my car up from my work & drop it off at the end of my 10 hour shift. They refused.
I understand they are asking me to bring my car in yet AGAIN but this game is pretty redundant since they have had my vehicle multiple times now. Nothing has changed from the very first time or the 10th time...it just continues to be a huge waste of my already limited time. I don't understand what part of that is confusing to them. As I said in my first 2 comments they provide a rental car but what does that have to do with me having to miss work to get my car there or take time to pick my car up, etc. Especially since we have been through this 20 times already. Their reasoning is making no sense as they are saying the same thing over & over again.
They commented they would be happy to get me into another vehicle. Sure they could do that, but are they going to pay the out of pocket money it costs to get into another vehicle. Are they going to make sure it is paid down to what I have left owing on my vehicle? Probably not. I am not inclined to spend money to get into a new vehicle at my expense for the LEMON they sold me.
None of their responses have said anything different or acknowledged they have had the vehicle on multiple occasions and now that I have filed a complaint all they want is the vehicle back AGAIN. This is after concluding that the vehicle acts up SPORADICALLY & me driving with a technician is NOT going to make it act up. I can't MAKE it do anything. I am very agitated that none of this seems to be making sense to them or why the service technician is the one responding when it is the actual dealerships problem since I notified them directly of these problems within just a few months of purchase.  
Again, I have told them they can pick my vehicle up & keep it for the day. I know many other shops that will do that for their customers but Larson is refusing to do so. I guess at this point we are at a stand still since they wont extend their warranty on the vehicle like they should do in this case & since they won't pick up the vehicle. In my mind they are the ones being very difficult & resistant.
I called one time for a recall matter that needed fixed & one of the technicians told me they couldn't schedule it for a saturday although they are open on saturdays. I stated I couldn't miss work & he had the nerve to say to me..."I don't know what to tell you." And I had to take my car elsewhere. 
That is just an example of the attitude & service I have received. They are quick to sale you a car, take your money but once that is done they don't want to be bothered with you. It is sad & disgusting that they say I am resistant & yet they are more than resistant.
I will never buy a car from Larson again & now I know why they have such a bad reputation.
What ever happened to quality customer service & treating your customer with respect & going above & beyond to make them happy. I guess they missed that memo.


Sincerely,

**** ********

2/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On January 20th, I purchased a 2015 Jeep from the dealership as I was driving home from the dealership I noticed the seatbelt did not work properly. Specifically, the drivers side does not indicate if it is in place even when it appears it is. The dash bell rings the entire time you are driving and I am not sure the seatbelt will work in a wreak. I called the next morning and made an appointment to have it repaired for Monday the 26th (first appoint they could give me). On the 27th of January they told me they would have to order the part and it could take up to 5 days. It is now February 10th and they still have not contacted me. I have left messages, talk to the customer care person, emailed, etc. with no response. The customer care person said they would call the next day and at least explain if there was an issue. When you purchase a $40,000 vehicle your expectation is that everything will work properly, however I do understand that things can go wrong. However, I have not had use of the vehicle for the entire time I have owned it about 20 days this does not seem reasonable. They should have at least made an effort to contact me concerning the issue, at this point I just assume that all they cared about was selling me the car with no intention of standing behind the warranty. I still can't believe that any car dealership would not even respond when you try to contact them concerning a issue with a car you purchased the day prior.

Desired Settlement: At this point I would like to send the car back to the dealership and get my money back. I am stuck with a 7 year warranty with a dealership that can't fix a seatbelt timely, what if it was the motor would it take 6 months to address?

Business Response: Initial Business Response /* (1000, 5, 2015/02/12) */ In response to *** ******'s concerns. We do apologize for any inconvenience this has caused, however as of Thursday at 11:00am the problem was rectified and *** ****** is back on the road with the seat belt latch installed. Initial Consumer Rebuttal /* (2000, 7, 2015/02/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am still not pleased with the performance of the dealership, however as pointed out after making a number of complaints they did correct the problem. I did not expect to have to go to the state Attorney General to get a seatbelt fixed. In addition they sell an extended warranty and people are bound to the dealership for repairs. Thanks for looking into the case.

12/8/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Purchased A 2014 Dodge Avenger on March 2014. For the past few months the vehicle has been idling rough at various times of the day,(not to mention that the engine has a noise inside of it that sounds like a tin can is inside), at times it even feels like it's going to turn off. I took the vehicle to the service department several times and I was told that ******** is aware of the problem with a few of it's Avengers. The dealership did an update that only helped the rough idling a little. Now it's back to doing the same thing.Also I have noticed that the gas tank makes a couple of clunking sounds when the tank is between the full mark to the 3/4 tank mark. Once you get past the3/4 mark the noise goes away. I recently made an appointment with the service dept. and I was told that is normal for the vehicle to do that but they would check it anyway. I also spoke to the dealership manager to get some resolve. I told him I would be willing to purchase another new vehicle if in return ******** would repurchase the Avenger. The manager said he would speak to the Dodge rep. since there had been a handful of customers with the same/similar issue to see what they can do. It's been 2 weeks now and no word from anyone. ******** has even decided to stop manufacturing the Dodge Avenger. Product_Or_Service: Dodge Vehicle Account_Number: Vin#****************

Desired Settlement: DesiredSettlementID: Refund I would like for ******** to repurchase the vehicle(since I financed thru ****************)and in return I would be happy to purchase another Dodge vehicle from the same dealership. I like the Dodge brand and believe in its products.

Business Response: Initial Business Response /* (1000, 5, 2014/11/11) */ To Mr. ******* - ******** has been notified of your concerns and we will get back to you as soon as we have heard from them. As your middle person, we are trying to get response from ******** as well. We would love to assist, however at this point we are awaiting the response from the factory. We apologize for the inconvenience as the consumer, as your dealership, we have not forgotten about you, it is simply not in our hands to decide on the factory's behalf as of yet. thank you Initial Consumer Rebuttal /* (3000, 7, 2014/11/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I understand that the dealership is waiting for a response from ********* I believe that the dealership should put more pressure on the manufacturer to resolve this problem. In the meantime, I am making full payments on a defective vehicle that was sold to me as new. To add fuel to the fire, the gas tank makes a clunking sound that is not normal in any of the Dodge/Chrysler vehicles that I have ever driven (honestly, any car I have driven). The service tech called me to inform me that they felt it was not normal neither and were waiting for a response from ********* The next day the service rep informed me that ******** responded back by stating that it was normal for the vehicle to do that clunking sound. What company manufactures cars to make a clunking sound from full tank to 3/4 full tank? I have driven 2 other Avengers, which my friends own, and can't duplicate scenario with those cars. This is causing me a lot of stress and anxiety to me. All I ask is for some fairness, to honor your warranty and what I'm entitled to by law. Once again, I am willing to work with the dealership and Chrysler to resolve to this matter. Final Business Response /* (4000, 10, 2014/11/29) */ Larson Chrysler Jeep Dodge, is happy to report that we were able to assist Mr. ******* in getting into a New vehicle and trade him out of his vehicle that he was having factory troubles with. Mr ******* was satisfied with the outcome and we thank him for his continued business with our Automotive Group. Sincerely, ***** ******** General Manager Final Consumer Response /* (2000, 13, 2014/12/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) As I said previously, the dealership did work with me to get into a new vehicle. As far As *** ******** ******* they did not do anything to resolve the situation.I did end up adding the loan of the previous car to the new one. Honestly if it wasn"t for the dealership,I would not have purchased another Dodge ever again.

11/13/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased an exterior coating for my vehicle cost $2195 on 8/26/14 (approx). The coating was not placed on my vehicle. I have since moved from Washington State to Atlanta Ga and the staff at the fife location will not assist me in having this coating applied to my vehicle at a location here in Atlanta GA.******* the finance manager told me it is not their fault and nor does he care whether I get this applied to my care or not and basically I am just out of $2195. Also spoke to General Mgr he informed me he would assist me with this *************** and he has failed to return any of my phone calls.

Desired Settlement: The return of my $2195 or for the porsche dealer to make arrangements with a porsche dealer in Atlanta, GA to apply the exterior coating to my vehicle without my having to pay any extra costs.

Business Response: Initial Business Response /* (1000, 5, 2014/10/30) */ I have spoken to ******* **** several times in trying to resolve this issue. Unfortunately, *** **** was scheduled to have the treatment applied to her car, but was unable to - due to her relocation out of state. We are working with a local Audi/Porsche Dealership to have them apply the treatment to her vehicle there in Atlanta. I called and spoke with *** **** again this morning - we are touching base on Monday, November 3rd again to finalize a resolution.

10/17/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: We sat down with a sales representative ***** ******* and were interested in buying a Toyota 4Runner on their used car lot, we had 2 vehicles to trade in and wanted to know what we could get for them before we ran any numbers as far as our credit went with financing. **** INSISTED that we fill out the credit report and that they would not be running a hard credit inquiry on us until we had discussed the numbers on our trade in. We were very cautious filling out the credit information because we did not want our credit ran, but **** again made the promise that no credit reports would be ran until we agreed on the trade ins. Long story short they were low balling us on our trade ins and we walked out without making a deal (This was on August the 31st). Today, September 10th, 2014 I checked my credit and low and behold there is a hard credit inquiry from Larson Automotive. I am so beyond upset about being lied to and wasting that whole day, I just wonder who else this company is lying to and ruining their credit.

Desired Settlement: I would like the hard credit inquiry removed from my report because of their dishonest practices. Who knows how many other people have had this happen to them without them even finding out because they haven't checked their credit after they were in the dealership.

10/15/2014 Advertising/Sales Issues
9/11/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I found 2-2013 toyota corolla's on 8-23-2014 on Larson's auto groups website stock #'s **** and **** so I drove to the Tacoma store on 8-24-2014 to find out they weren't at that location. Salesman said they were at the other dealership. Monday 8-25-2014 call dealer to find out what store they were at was told by some salesperson,they were at the Larson's used dealers lot "In Puyallup,Wa" and could be looked at later in the day. Immediately after getting off of work drove to the Puyallup used dealership only to find out, they had "supposedly" had been there earlier in day. (I doubt it) Salesman said they had to be at the Puyallup Dodge store and drove me there, only to find out again no were to be found. After trying to track these two vehicles down for three days and spending countless hours and driving many miles. I seriously doubt they were ever in "stock" and they would not tell me if they had been sold. AKA They don't know anything. The Ploy; AKA bait and switch? "possible false ad" "2013 toyota corolla LE, 35k nice car $13,999 " these car retail for more usually, and should have known this deal was to good to be true. The bad thing is I had cash in hand and was ready to make a quick and painless deal with ****** for this car site-unseen even. After purchasing vehicles there in the last 20 years with confidence,this experience was unexpected. Thanks for your time, and have a great.

Desired Settlement: acceptable settlement for me would be a comparable "2013 Toyota corolla LE or S, with 33K to 38K mi" at KBB-NADA value which be $12,480.00

Business Response: Initial Business Response /* (1000, 5, 2014/08/27) */ Mr. *****, it appears you were working with one of our Sales Reps at our Toyota store in Tacoma Wa as stated in your comments. Both vehicles are in stock at our pre-owned lot on 300 River Rd. The vehicles were just recently acquired and most likely were going through their reconditioning process (which is safety check and detail etc.) We do still have both vehicles in stock. They are already Market priced aggressively at $13,999 for the LE models. We are happy to assist if you would like to call myself (***** ******** - General Manager) we would be more than happy to assist you. Thank you and sorry for any confusion we have caused you.

8/28/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The worst car dealership experience for me. My son and I bought a used Dodge Dart SE with 13K miles. The drive test did not involve the sales people, **** & ******* riding with us in the car. Drive test was to follow **** (driving on a separate car) to their other store about half a mile away. There was no car manual in the car and we managed to find the what we thought an AC because it looked like one. Turned it on, heat and cool worked. In the dealership I asked ******* of the other features of the car. I was informed that it has AUX and USB. I was presented with a certified vehicle inspection checklist with the car's VIN number and signed by them. **** said that was everything they inspected in the car. The features that are not installed in the car was marked "Not Applicable". Both my son and I checked and read that the heating, ventilation, air conditioning, cruise control, door locks (all switches) are in good condition and all Dodge standards are met. We also negotiated the price down to a whopping $1,600 less, no trade-in. We accepted the offer and was finally presented with the car manual before heading to the finance department. I quickly scanned the manual for USB feature and saw it there. We signed the contract (with a no hassle 72 hour exchange policy) and on the drive home with the manual we could finally look at, the AC look-a-like was not an AC but a fan and heater! No USB and No cruise control. Immediately we called and spoke to **** & then ******** I told I was lied to on sales process and on the vehicle inspection checklist, and demanded a refund. **** offered to look for a car with AC close to our purchase price to exchange. The other guy, ******** started yelling and took my "lied to on the sales process" comment personally and yelled "No one has ever called me a liar. If you will say I lied about it then we won't work and negotiate with you and you can go to court anytime. I am giving you our attorneys number." He slammed the phone down. I called again and he said the same thing and slammed the phone down again for the second time. My demand for a refund was never granted. Speaking with the GM didn't help. He claimed that they made a "human error" on the vehicle inspection checklist and proposed that he will tint our car windows in exchange of the NO AC feature. We decided to spend more money for a Corolla car from their "sister" company "Larson Toyota". Larson Toyota was very willing to help but we were informed that Larson Doge would not allow us to negotiate for a replacement car with them (Toyota) because it has to be their Dodge sales person **** & ******** So we traveled back to Dodge to see **** then he took us back to Toyota to show the cars then took us back to Dodge for "paperwork". By the way, the trip from Dodge to Toyota is 30 minutes with traffic. The 2012 Corollas we really preferred were presented to us but they wouldn't negotiate the prices down even if the Kelly blue book was $1,500 cheaper. **** said KBB is not a seller. I checked *******'s Toyota and showed him they have a 2013 Corolla $1,000 cheaper for a younger car with lesser mileage. To make the story short, I felt black mailed when I am getting close to the 72 hour "no hassle" exchange deadline. We ended up agreeing to a Corolla 2013 **** quoted on paper as $18,280 out the door price. We tested everything as working and it was good. With no other choice, we accepted the offer after drive test. He told us "it is a rental car" after we accepted the offer. Then he said the price we saw was for a different car has 40K miles in it. The car we looked at was 35K miles. So the price is changed to $18,868. He won't negotiate because he said "every K miles from a Toyota car is a big deal". I begged for a refund again because of the too many errors on their part, and was denied. **** said "it's either pay the listed price or keep the Dodge car with no AC. Scanning through the car choices I printed from home, I saw a 2013 Corolla with same features with 21K miles cheaper by $15, and it was not a rental car. We showed it to him and he said "every car is different", still no negotiating prices. We bought the 21K mile car instead (of whatever it is listed with online+taxes/fees) not a dollar less.

Desired Settlement: Since they admit that they had errors on the checklist & lied verbally on other features that made me buy the Dodge car... and again messed up with the final purchase price of the replacement Toyota car... and we bought a way overpriced car... I still want to return the car and our money back!

Business Response: Initial Business Response /* (1000, 5, 2014/08/14) */ Our clients ******* ******* and ***** ******* came in and purchased a pre owned entry level 2013 Dodge Dart on August 3rd. They had agreed on a price of $14,000 including tax lic and dealer documentation fee. There was never any talk of whether or not air conditioning or cruise control was an option on the purchased vehicle. There was the question of a auxilary jack and USB port connection. The customer called and came in the following morning to attempt to return the vehicle. We offer a 72hr exchange policy (not a return policy) to assist in situations to give the customer an alternate choice if the vehicle they purchased was not what they had anticipated or to their liking. I (***** ********) met with the customers and Mrs. *******'s Husband explained to me that he "assumed that any newer vehicle would have air conditioning and cruise control." I had explained to him that they still do manufacture vehicles without those options. Then he proceeded to tell me that the transmission shifted "funny" and was "jerky". I then went on a test drive with the whole family and showed them how it was operating properly. Then Mr. ******* explained that they love the car just wish it had air conditioning and cruise control. As we were driving i explained that unfortunately it does not. We got back to the dealership and I offered to throw in tinted windows for our sales reps miscommunication regarding the USB and Auxilary port. They accepted the offer and went home. The next day Mrs. ******* again started calling other stores saying she wanted to return it. Came in again and we extended her 72 hour exchange option for another day while we find the right replacement car for her. She then came in the following morning and picked out a Red Corolla at our Toyota store and we brought it back to our Chrysler Jeep Dodge store to complete the transaction. Mrs. ******* was trying to negotiate an already discounted price down further and said we had a "blue" corolla with a little less miles that was $600 less. We said perfect if you want that one we will get it for you, she explained "you should come down lower on this red one" we explained no pre-owned car is the same cost wise so we can't do that. We then proceeded to talk to Mr. ******* via cell phone and I explained that we will wait another day if he wants to think about what vehicle they want. Mrs. ******* spoke to her husband and they decided right then that they would accept the Blue Corolla. So we went and picked it up and customer took delivery. End result is the customer was given plenty of opportunities and Larson Chrysler Jeep Dodge extended the 72 hrs to accomodate our client. There will be no returning or refunding the customer of their transaction. We have more than fair in our accomodations.

8/13/2014 Advertising/Sales Issues
7/22/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Hi, We purchase a 2006 Lexus at Larson Audi of Tacoma in June 2013. We just wanted to purchase the car but they stated that per the company policy, we would have to purchase the extended warranty as well. Since we liked the car and did not want spend more time search for another car, we agreed to buy the car with extended warranty. They assured us that we could cancel the warranty anytime and should be an easy process. In early March of 2014, I called the dealer to cancel the warranty and was informed that we had to drive down to the office to cancel it, which we did on March 14th, 2014 and met with **** ********** We provided the warranty document and received a cancelation form from him. He said that it should take about 30-45 days so we went home and waited for the refund check. In early of March, I started calling the dealer for status of the refund. I even chatted online, left voicemails to everyone that they transferred me to including **** ***** the finance manager and **** ****** the branch manager to follow up on our refund check but still no response. Here are the follow dates that I contacted them 5/12/14 5/15/14 5/15/14 5/19/14 5/20/14 5/21/14 (3 times on this day) Chatted online 2 times and provided VIN # 2 times to **** **** and the receptionist. We've decided to file complaint because between full time job and full time parents; we do not have time to call them everyday for a status of our money. They have the worse customer service ever. Your help is greatly appreciated. Thanks for your time.

Desired Settlement: Full refund for the warranty because we felt they forced us to pay for it the begining and intentionally made it difficult to request the refund when we cancelled it. Thanks

Business Response: Initial Business Response /* (1000, 12, 2014/06/17) */ The warranty cancellation paperwork was collected and sent to our corporate office in March. The warranty company provided Larson Audi with a refund check. Our corporate office forwarded the check to the customer's address on file in early June when the check was received by our company. We have since been in contact with the customer in an effort to locate the check. Initial Consumer Rebuttal /* (3000, 14, 2014/06/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) We would like to know where the check is and when we will receive it. Every time I called, Larson Audi always promised to call back for status but as up to today, no one has ever contact us for an update and we still have not received the refund check. Thanks Final Business Response /* (4000, 19, 2014/07/03) */ the refund is prorated based on the usage of the vehicle. we have talked with the customer to explain however they are not excepting what we tell them. this is on the contract and was signed. this is a second party waranty company and it is up to them for refund. it is like i said a calculation based on use of the car. we have turned in the paperwork to the company and they will refund the customer.

7/15/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased a brand new 2014 dodge avenger from Dodge Larson in Puyallup the sales team ***** and ***** were great helped me work out the numbers and make it work for me and my family. They were extra friendly and extra patient with my two year old running circles around the showroom floor when I left that day with my new car I was a happy lady.. the issue became about a week later when I started noticing little twirks about my car like when it started it would idle weird, when I would stop at a stop sign and then start to go it would not shift gears right like an automatic should, I called and was advised sense it was a brand new car it may just need time to "adjust" so I just did was I was told and just gave it time.. as time went on it started to idle hard as I was waiting at a light and all these issues started getting worse. I made a service appointment and brought my car in I was told my car was one of 14 other avengers at the time that had a known issue and its printed on my receipt from this day but they are waiting on chryster to do something about it. At this point my car is getting worse and worse by the day I have reported it to the dealership I went in and made a service appointment yesterday and because I would need a loaner the next appointment they will have is 06/10/2014. who knows what will happen to my car before then. Here is the catcher My car is so bad I went to leave the coffee stand and I pulled out of the parking lot with my 2 1/2 yr old daughter in the car my car delayed in the middle of the street traffic coming from both directions there was nothing I could do I broke down crying.. all dodge will do is tell me I have to wait on crystler to recall parts. I am really at a loss for words I bought a brand new car hoping for a reliable vehicle and now I have a car that is worse than the one I had before but now I have a payment and higher insurance to go with it. this is **** seriously ****. and I have emailed and have no calls or responses from the service department on what can be done to resolve my issues realistically. I honestly don't know what else to do besides file this complaint to get their attention to hopefully get them to work on my car and restore my faith in Larson my beginning was great but now my faith has been lost in them. Its like now that they got me in the door and im stuck they don't care anymore..

Desired Settlement: Either my car to be fixed... Realistically at this point I really want a different car.. I have a feeling with this car its going to be a lifetime of problems I would like it to be swapped for a different avenger.

Business Response: Initial Business Response /* (1000, 5, 2014/05/23) */ We have the client scheduled in to place in a loaner vehicle until which time the Factory can provide the software update they have referred to as a solution. We will work with the factory and the client until this issue is resolved. Initial Consumer Rebuttal /* (3000, 7, 2014/05/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I need a permanent fix not a temporary fix I want a vehicle that would be mine that will work rather than either A having my vehicle sit on your lot for a long period of time until the Factory decides to fix the issue and or B they supposedly fix the problem and more issues to come. This car has multiple issues at this point I just want a different car. This car has way to many issues than just the one that the factory recalled issue. I find it very funny that my other avenger the V6 model has no problems at all like the v4 model because it has a completely different engine. Final Business Response /* (4000, 24, 2014/07/01) */ We completely understand Mrs. *****'s frustration. Unfortunately, we are forwarding on every bit of her concerns to the Chrysler Corporation and awaiting their assistance. Repairing the vehicle and/or exchanging it, at this point, is something the factory must assist with. It is not a dealership level approach for resolution. That said, we continue to do our best as Mrs. *****'s advocates in this matter. Final Consumer Response /* (3000, 22, 2014/06/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) This will not be resolved until something is done to repair or replace my vehicle. Preferably replace.

7/15/2014 Problems with Product/Service | Read Complaint Details
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Complaint: We purchased a 2013 Dodge Charger in June 2013. We began having problems with the car in April 2014. The car lurches forward everytime the vehicle comes to a stop. After evaluation at the dealer, there is not a part to fix the car. We opened a case with Dodge, Case # XXXXXXXX, and after many communications, there is still no fix for the car. We have requested the transmission be replaced or the car be replaced. We were told this would not happen. I consider this a safety issue. It is very alarming to have the car lurch every time you come to a stop.

Desired Settlement: We would like the transmission or the car replaced. We were told there would be a fix in late May or early June. After a conversation with Larson Dodge today, there still isn't any kind of timeline when we should expect a repair to be available.

Business Response: Initial Business Response /* (1000, 5, 2014/06/20) */ as of today 6/20/2014 the manufacture has come up with a replacement valve body for this concern and we have ordered one for this vehicle, at this point we do not have an exact eta when the part will be in our dealership. we should know more on the eta early next week. Initial Consumer Rebuttal /* (3000, 7, 2014/06/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I spoke with Chrysler today. Chrysler has come up with a part number. There is not a physical part yet. Therefore, the part is on back order. There still isn't any timeline for when the part may be available. In the meantime, we continue to have to drive this vehicle. I have requested a loaner and have been told this is not an option. Every time the car comes to a stop, it lurches. This is very alarming. Final Business Response /* (4000, 9, 2014/06/27) */ we have confirmed the part will be delivered to us the week of the 7th of july, undersant the customer would like a transmiisson that may or may not have the same issue and maynot come with the updated part that we haved ordered. coosing the repair for the vehicle is not within the dealers control this is a repair process dictated by the manufacture.

6/27/2014 Problems with Product/Service | Read Complaint Details
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Complaint: 4/26/14 - I purchased a used 2009 Audi A4. I didn't realize until I had the car a few days that the drivers side vent was busted. I called and spoke to my salesman ********** and he said when I brought my car in to have the torn seat fixed to talk to the service department. The service department said they weren't informed to fix the vent and if I wanted it fixed it would be $300! I was very upset about this as I feel a new or USED car should be in complete working order when it is purchased. My salesman called a few days later to say it would be covered under my warranty I purchased but would take a few weeks to kick in, and that he would call me to advise when it could be utilized. (I STILL have not ever heard back from him)!! 5/16/14 - I sent a letter to the General Manager, **** ******** explaining how I felt it was Larson's responsibility to fix the vent, and how disappointed in how long this has taken. 5/23/14 - I received a phone call from **** ******** late in the evening saying he received my letter and he has my file on his desk, and I explained to him in detail what was happening. He said he would get back to me in a few days. (I Still have not heard back from him)!! 6/2/14 - I sent an email to **** ********* General Manager asking what the status on getting my vent fixed, and that I was disappointed I haven't heard back from anyone. 6/3/14 - I sent an email to the owner of Larson Audi, *** ****** *** explaining what has been happening and that I am not getting any response. (I Still have not heard back from him)!! 6/10/14 - I can't stand having a broken vent any longer, so I called service to ask how to use my warranty. I spoke with **** **** and she said she read all the notes, and she would have to check on my warranty issue and call me back!! (Big shock I STILL have not heard back from her)!! She advised I would have to pay $100 deductable which I think is ABSURD after all I have been through and I shouldn't be responsible for anyway as the car was sold with a broken vent!!!

Desired Settlement: I feel like because I am a single woman, I am not being taken seriously. I spent a LOT of money buying this car. I felt because I went to an actual Audi dealership and not some random car lot that I would have been treated much better that I have been. This whole buying experience is absolutely absurd!! Every single person I have shared this with shares my same thoughts, that they are shocked a supposed reputable dealership would have such bad customer service. I will continue to let every person I know, including via social media the terrible experience I have received over a $300 part and hope to prevent others from enduring such a terrible experience. I am going on 7 weeks and I still have a broken car vent!! Sincerely, **** ******* - ****** XXX-XXX-XXXX

Business Response: Initial Business Response /* (1000, 5, 2014/06/17) */ Called and spoke with **** ******* today. Apologized for the lack of communication from Dealership Personnel. Resolved her complaint and the issue with the vent in her Audi vehicle. The part has been ordered and will be installed in her car next week at her convenience. Good conversation - apologized again. ***** ****** Sales Manager XXX-XXX-XXXX Initial Consumer Rebuttal /* (2000, 7, 2014/06/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) It is unfortunate that the only way I got this resolved was through BBB. It has been resolved, and the service dept was great. ***** the sales manager was very nice as well.

6/11/2014 Problems with Product/Service | Read Complaint Details
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Complaint: went to replace WINDOW AIR LEAK , door latch on my new dodge advenger 2014 that only had 360 miles on it now the have REPAINTED IT AND SCREWED UP MY PAINT AND CAUSE MORE DAMAGE TO MY CAR CHIPS IN WINDSHILD AND CHIPS IN LIGHT FRAME AND SCRATCHES IN BACK PANAL AND BUMPER IN FRONT IS BROKEN UP PAINT this car has several problems ben in the shop over 60days made 2 payments on it and still don't have it bought it in jan 18 2014

Desired Settlement: I WANT A NEW CAR THIS ONE HAS BEN BATTER UP NOT NEW ANY MORE JUST LIKE I BOUGHT A NEW ONE WITH SAME STUFF THAT I BOUGHT

Business Response: Initial Business Response /* (1000, 7, 2014/04/12) */ In response to *** *****'s concerns, we are going to be working with the factory ********* ****** to attempt and assist to excercise the Washington State Lemon Law option for *** *****. We will report when we have confirmation of qualifications that we believe he has due to what the factory deems as "down time" in our shop. We thank *** ***** for his patience and will look forward to hopefully getting this resolved as timely as possible. Initial Consumer Rebuttal /* (3000, 9, 2014/04/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) put a screwdriver in to the door and had to go to the body shop several times , also told me stuff has ben done and has not ben done had to take to different dealer to have look at and they said there was stuff wrong with the car. Final Business Response /* (1000, 26, 2014/06/04) */ We were led to believe that the windshield was actually broken/cracked and this may have happened by our technicians. This is actually a surface chip, not even through the glass. this type of chip was not only extremely difficult to even see, but it may have happened at any point of the vehicles life on any road from typical highway debris. We will not be replacing the glass or the vehicle. If the client would like to pursue lemon law replacement thru the state and/or factory, they are certainly within their right to do so following state lemon law guidelines. Final Consumer Response /* (4200, 14, 2014/04/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) this is what **** ****** said to me on one of the repairs. on a e mail *** *****, If there are other warrant-able issues with your vehicle, you certainly have the right to schedule another appointment and have them addressed. We took care of the cost of a windshield for you. Rock chips while test driving and transporting happen and will happen whether we are driving it or you are driving it. They are the risk of driving all together and even insurance companies understand this. Yet, because of your dissatisfaction, we absorbed the cost and replaced your windshield over a rock chip Please understand, none of these things we were financially or legally compelled to do. They were "Goodwill" gestures. and now I asked him if it got replaced and this is what he told me it was replaced and was not ! ***, That is not accurate I was under the impression that the windshield had been replaced since I had instructed my crew to have it replaced. I'll research that when I'm there on Saturday and get back to you if it hasn't been done. I'd be more than happy to take care of that since I did instruct for it to be done. **** From the desk of **** ****** I asked and now when I ask him this is what he said The windshield agreement was made based in your assertion that we somehow broke it. In fact, it is a surface chip from highway to debris that may have happened at any time since day one of it being on the road. As for your "front end damage" ... We are in no way confident that this "damage" took place while in out care. I'm sorry you feel the need to go through small claims, if that is what you choose to do, but we will not be participating in repair costs to the windshields cosmetic chip or "front end damage" that you speak of. **** ****** From the desk of **** ****** all they do is say going to do something then back out of it also said it was done then was not

5/28/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: On January 16th 2014 I purchased an ***** ******** ******** ( contract#XXXXXXXX) for my ****** ****** 2012, and I was told that if I chance in my mind, I have 60 days to cancel it, in order to get a full refund . On March 07th 2014 I decided to cancel the contract, and they said that I should allow 4-6 weeks in order to receive my cancelation notice. Today, my contract is still on, and the ***** customer service says that they have not received any cancelation notice from Larson Jeep Puyallup ,yet. When I call Larson Jeep they say that the problem is with ***** , they are not the one doing their job.

Desired Settlement: I would like to receive my cancelation notice, as an proof that my contract was canceled, and I would like the full amount($-2,660.00) to be return to the Lien holder , ************************* Union.

Business Response: Initial Business Response /* (1000, 7, 2014/05/13) */ In response to Mr. ******'s request, he had cancelled the policy directly with ***** (Chrysler's warranty company. ) attached is the information and documentation of customer's request they submitted personally. So the check is going to the lienholder per chrysler. It has been made out to client and lienholder.

5/19/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I took my Audi A4 cabriolet for service on a ragtop that was malfunctioning (would begin to open then freeze in midair). Visit 1: Robert Larson Porsche/Audi stated car needed a switch - paid $500+, job done. Picked up the car, same problem out of the gate. Visit 2: Same dealership states, "Need a new convertible top motor $500+ more." I voiced I felt this was not the problem because the motor did in fact move the top, but the top halted. However, I eventually agreed to the work then picked up the car, again... same issue! I called the dealer stating to put this issue in the computer as still pending - I'd be back. Visit 3: Dealer tells me I need a new computer board that controls the convertible top, and my service man has the audacity to quote me $900+ more! I called **** *** to act on my behalf during round #3 disagreement about wanting Audi to not charge me since they failed to fix the car not once, not twice, but a third time. I had already paid out $1000+ with the same issue remaining. Robert Larson Porche/Audi declines any monetary relief moving into round 3. **** *** states they have to stand by the dealership. Audi said, "We'll reduce the bill by 10% for customer loyalty." **** *** had questioned why I don't complete regular maintenance at Larson, based on the General Manager's questioning. I noted the current issue as one of a couple examples. Side note: I was told by Larson dealership I needed new breaks on a previous Audi I owned. I visited another reputable local establishment that stated I had acceptable tread remaining and it was not necessary at that time. One year later Audi provided a long list of things needed including breaks for that car. When I said it was too much of a financial payout at that moment, they said I could wait to change the breaks and do the other things. What????!! Well, I'm putting on the breaks now - from dealing with Robert Larson Audi, Fife, Washington! BBB, please help! I'm not the only one who has suggested walking away from this establishment for good. Product_Or_Service: Car: Audi A4 convertible top repair, Round #1

Desired Settlement: DesiredSettlementID: Other (requires explanation) I asked this dealership and********* to consider reducing the cost of the part/labor to offset the fact that I've paid for what is obviously expensive exploratory surgery. After 2 attempts, the job is not remotely near completion and I'm looking at $900+ to continue the hunt. Audi prides itself on possessing state-of-the-art diagnostic tools. Please help. I'd like them to at least split the cost of the repair. They've provided 10% off round 2. Round 3 needs a conclusion with results. Thank you.

Business Response: Initial Business Response /* (1000, 5, 2014/04/08) */ The customer did in fact have their case reviewed by both the dealership and ******* ******** The customer's vehicle has been out of the original factory warranty on 3/17/2007, the vehicle through another customer had an certified warranty that expired on 5/25/2009. The vehicle originally came in on RO XXXXX X/3/2013 with a convertible top trouble fault code #2000. Repairs were made on the diagnostics of that fault code and were verified repaired. At this time the customer received a $20.00 discount. The customer then returned on 8/30/2013 with convertible top concerns. RO#XXXXXX diagnosed as a bad motor for the convertible top, the fault #2000 was not present at this time of diag, verifying that the previous repair was correct. At the same time, also stated on the customers invoice which they too received a copy of, we test and verified that the module was working correctly at that time of diagnostics. On this repair we, Larson Audi discounted the customer $170.00 as a customer satisfaction gesture. The customer returned on 2/17/2014, we performed diagnosis and found that the module has now failed its testing, because of the similarity of the repairs on that system we offered the customer a 10% discount for customer satisfaction because the car is significantly out of warranty and doesn't qualify for consideration of goodwill assistance from the manufacture. We performed this diagnostics to the customer at no charge and even provided rental vehicle at our expense while doing so. The customer contacted ******* ******* in regards seeking assistance. Attempting to be an advocated for the customer we told **** ** ******* to extended the 10% discount on our behalf since the vehicle is more than 4 years outside of its warranty regardless of the fact that the customer meets no qualifiers to be considered for goodwill assistance. Even though the customer has stated in this BBB case that they will no longer do business with us, I still will offer the 10% discount, however both Larson Audi and **** ** ******* feel that the responsibility of the repairs lies with the customer and we, Larson Audi, will not be extending any additional assistance since the customer is out of warranty, is not the original owner of the vehicle during both the factory warranty and Certified warranty period, Larson Audi and ******* ******* have no implied or written warranties on this vehicle or with Ms. ********, more than likely she had opportunity to purchase an extended service contract and with the fact I have discounted more than $200.00 not include free diagnostics for this customer to date for this concern as a goodwill gesture which seams apparently is unappreciated. Initial Consumer Rebuttal /* (3000, 7, 2014/04/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) ************* Rep ********* replied Audi Larson would not consider 50% reduction (as I inquired) if I attempted a third-round repair by Larson for the conv. top issue. Larson argues the car is not on warranty. A car is a car and needs repairs, no matter what its status. Customers expect a job be done proficiently the first time. I understand fix-ups may occur a second visit - but the facts are clear: The car remains unfixed upon end after visit #2. I've had on-warranty experiences in the past, and Larson was successful in completing work thoroughly round 1 back when. It is now a different experience and struggle to have Larson recognize that I am being asked to pay a third fee for the same exact malfunctioning operation experience of the vehicle. Literally, the same exact malfunction I continue to experience! Laron states: "8/3/2013 with a convertible top trouble fault code #2000 concerning a 'frame position switch.' As mentioned by Larson: '#2000 was not present at this time of diagnosis, verifying previous repair was correct..." Then why do I have the SAME ongoing issue after strike two? Larson also states,"...by 2/17/14 visit, Audi acknowledges diagnosis found the module now failed its testing and there was a similarity of repairs on that system...' Instead of Larson acknowledging outright that this fault may identify in kind with the earlier problem, a 'make-good' on work previously paid for could have been discussed and would have been appreciated. Again, services were executed not proficiently. Larson offer a mere 10% off of what seems like exploratory surgery continued. Larson's response of 'significantly out of warranty and doesn't qualify for consideration of goodwill assistance from the manufacture' shows a disconnect with the company' strive for 100% satisfaction that shoot for on surveys. Larson states they performed diagnostics to me at no charge. I received this only because I asked. It was not offered. Larson quotes, "...even provided rental vehicle at our expense...' Loaner cars are not uncommon and are a known offering to customers who are in need of transportation for mobility during service to a car. Larson states, "Attempting to be an advocated for the customer we told **** ** ******* to extended the 10% discount on our behalf since the vehicle is more than 4 years outside of its warranty regardless of the fact that the customer meets no qualifiers to be considered for goodwill assistance." 10% was offered only after 2nd talks w/ **** ** ******** not at talk #1. I agree as Larson states, '...responsibility for repairs lies with customer...' I agree - that is, when a repair has been efficiently fixed; not when $1000+ is paid for a still-defective same malfunction following visit #2. Although word against word, my **** ** ***** Rep. did not state 'the repairs lie with the customer...' as Larson suggests. On contrary, the Rep. stated that as an independent co., Larson has final say, not **** of ***** (of whom did not look favorable on Larson's response). I feel Larson is preoccupied with my non-warranty/non-original ownership status and hiding behind 'no qualifiers to be considered for goodwill assistance.' Third time visit is a qualifier, and I'm sure any customer would agree. I have a current estimate from another local establishment that diagnosis the car as its currently fault as 'switch position' (a total of $138.00 for the part only prior to labor charges). Reviewing fault history through Larson, an earlier fault 2000 was labeled in Larson's write up as 'frame position switch.' I do not know if these two parts are one and the same. Larson's most-current fault of 2/18/14 invoice denotes on my car a 'control module' with a price between $800+ to 900+ (price varied based on the different dates of phone calls with **** ******* These seems like quite varying issues. Why would one fault show on one diagnosis as opposed to the other? It was brought to my attention whether or not wires had been checked to see if they were frayed - which could also cause a misread with the top. BBB encourages a settlement. I'm apprehensive to have Audi charge me another $800* for more exploratory surgery. I'm open to it only after this next idea. I'd like my other establishment to review Larson Audi's work and to replace the switch position mentioned in he estimate provided to me. When the part is replaced and if we find success in the functioning of the top makes it to open/close properly, I would like to ask Larson Audi to cover the cost of $138.00 part (plus labor charges in lieu of the impending $800+ service they suggest. Larson states the problem lies within the control module which is another $800+ on top of the over $1,000 I've already paid. If the switch position part does not correct the issue, I will bring the car back to Larson and ask for a 20% discount on parts/labor for this job. I think this is a reasonable and fair negotiation. Final Business Response /* (4000, 9, 2014/05/01) */ Larson Audi will not refund the cost of the swtich or labor as requested by Ms. ******** due to the fact that other shop is probably referring to published TSB 2010940/5 addressing this concern which was already performed on Ms. ********'s car 08/03/2014 ref RO 467915, in the event of a fault switch it is currently covered under warranty until August 2014 or 69,525 miles. We discounted the labor diagnostic charges on RO 468732 as an assistance for the customer since the convertiable top still exhibited intermittant failure. I will however extend one time to the customer 20% off the reapirs up to $250.00 maximum for the repairs of this vehicle related to the convertible top.

2/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My wife and I recently purchased a 2013 Audi A5 and a 09 Mazda CX-9 from Robert Larson Audi located in Fife, WA. Apart of the contract was to put 1,500.00 down for both vehicles, totaling 3,000.00. In conjunction with purchasing these vehicles we also just purchased a new home so we were paying for home inspections, earnest money, etc. My wife and I asked Audi multiple times had both checks cleared because we had other things to do regarding the house. We were told YES multiple times. a redicilous 7wks after purchasing these vehicles I get a phone call from Robert Larson Audi stating one of the checks did not clear and if I dont pay they will notify my Chain of Command and report this to the credit bereau. This unexpected 1,500.00 is putting me in a financial bind as I was told the checks were cleared weeks ago. Product_Or_Service: 2 vehicles Account_Number: XXXXXXXXX

Desired Settlement: DesiredSettlementID: Refund Seeing as Robert Larson Audi made the mistake and overlooked the issue and contacted me 7wks after purchase of the vehicles assuring the checks already cleared. I should not have to pay and should be reiumbursed the 750.00 I already paid trying to rectify the situation. We purchased two vehicles from this dealership, it's the least they could do. As an active Army Service Member I am unlikely to recommend Robert Larson Audi to other Soldiers at this point!

2/12/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I went to **** ** ****** on Tuesday 12/10 and spent nearly four hours at the dealership buying a 2014 Audi A4. They did not have the car (with the exact color and options I wanted) in stock but assured me that they could get the car from a dealership in ***********, Oregon that did have the car in inventory. In fact, during the time I spent at the dealership, numerous people at **** ** ****** indicated that they were in contact with *********** and were arranging a dealer swap. They even told me that they had two cars that *********** wanted. They sought my approval to drive the car up to Tacoma, as opposed to bringing it up on a truck. We agreed on pricing and terms. They accepted my personal check for payment in full for the car. We did all of the paperwork including a power of attorney which had me sign over the title to my trade-in. As far as I was concerned it was a done deal. So I was confused and disappointed when the following day the dealership in *********** contacted me directly and assured me that they would not be releasing the car to Audi of Tacoma. I contacted **** ** ****** and they claimed they were confused as to what the problem was. They asserted that they had an excellent relationship with *********** and did dealer swaps with them all the time. They said they would have their sales manager reach out to see if they could get the car. I gave them two days to fix the situation and in the meantime had to pay $30 to stop payment on my check. After two days, during which I had absolutely no communication from anyone at Audi of Tacoma, I had to chase them down to find out nothing at all had changed and that they would not be delivering the car as promised. They claimed that *********** was holding the car "out of spite." I had to drive back to the dealership to retrieve the title to my trade-in, having wasted all of the time I spent at **** ** ****** (including time expended having them attempt to sell me ridiculously overpriced and unnecessary aftermarket spray coatings for the car that they insisted the car would need). I was subsequently in touch with *********** who asserted that **** ** ****** made several misrepresentations to me regarding the dealer swap. They said they did not complete the swap because **** ** ****** simply had no cars they wanted to swap, despite what the salesman had told me. In fact, when a Seattle-area dealer contacted *********** on my behalf a few days later, *********** readily agreed to swap the car. It is now clear to me that the sales staff that I dealt with at **** ** ****** were at best dishonest and manipulative and at worst fraudulent in their dealings with me. I feel they made numerous misrepresentations about their communication with *********** that apparently never happened, all so they could close a sale on a vehicle they did not have and knew they could not get. All the time they represented themselves as looking after my best interests while presenting their competition as the enemy. I went to **** ** ****** looking to buy a car and instead got nothing but aggravation, manipulation and lies.

Desired Settlement: I want this business to end their deceptive practices and do business honestly.

Business Response: Contact Name and Title: SEAN T*****
Contact Phone: ************
Contact Email: **********@LOOKLARSON.COM
*********** ******* CAME IN TUESDAY 12/10/13 TO PURCHASE A 2014 AUDI A4. WE DID NOT HAVE THE EXACT COLOR/OPTION COMBINATION CURRENTLY IN STOCK AT OUR DEALERSHIP. HOWEVER, WE TOLD MR. ******* THAT *********** **** HAD A CAR THAT MET HIS SPECIFICATIONS IN STOCK AND THAT WE SHOULD BE ABLE TO GET THE CAR FROM THEM IF IT WAS NOT SOLD BECAUSE OF OUR GOOD BUSINESS RELATIONSHIP WITH THEM. MR. ******* DECIDED TO CONTINUE WITH THE PURCHASEOF THIS VEHICLE FROM LARSON AUDI AS SOON AS THIS VEHICLE WAS DEALER TRADEDTO US FROM ***********. I CONTACTED *** ******* AT *********** **** VIA TEXT AND TELEPHONE AND HE INFORMED ME THAT THEY WERE CURRENTLY WORKING A DEAL ON THAT A4. THE NEXT DAY MR ******* CALLED LARSON AUDI AND STATED THAT *********** WOULD NOT BE ABLE TO RELAEASE THE CAR TO US AND THAT HE MUST PURCHASE THE VEHICLE DIRECTLY FROM THEM. IT SEEMS THAT MR ******* HAD BEEN WORKING ON PURCHASING THE CAR DIRECTLY FROM ***********.WE HAVE TRADED WITH *********** ON NUMEROUS OCCASIONS THIS YEAR AND THIS IS THE FIRST TIME THAT THEY WOULD NOT TRADE WITH US. IF WE HAD KNOWN THAT MR ******* WAS WORKING ON A DEALTO PURCHASE THE VEHICLE FROM ***********,WE WOULD HAVE NEVER CONTRACTED HIM ON THE CAR.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
This response is factually incorrect. Larson sold me this car, accepting my full payment and doing all of the paperwork, all the while representing that they were communicating with ***********. I had been in contact with *********** the previous week by e-mail but as their best offer was too high I made it clear from the start that I would be buying the car elsewhere. I had no pending deals with *********** and in fact I made it abundantly clear that there was no more business I wished to transact with them. Larson's salesman Stefan sought my permission to drive the car up to Tacoma if they needed to, which I granted, but said he wasn't sure yet because *********** was requesting two cars on the lot in Tacoma. *********** later told me that was a fabrication and that there were no cars that they wanted from the Larson lot and in fact they hadn't spoken with anyone at Larson on the day I was at the dealership as the sales team at Larson had made it seem. *********** also told me that their business relationship with Larson wasn't quite as rosy as the folks at Larson made it seem. Though they had swapped cars in the past, they were apparently aware of many customers having negative experiences with Larson and said they would be reticent to swap with them in the future.

The nearly four hours I spent at Larson buying the car was more than enough time to determine if the car I wanted was available. Larson misrepresented the situation and acted unprofessionally, wasting my time, requiring me to stop payment on my check, and necessitating a 50 mile round trip drive back to the dealership to retrieve the title on my trade in so that I could purchase the car elsewhere. All the while Larson made it seem as though *********** was the problem. I gave Larson two days to resolve the issue and had no communication with Larson until I chased them down to find out what was going on. After speaking with *********** and comparing the online customer feedback of both dealerships, the significant number of negative reviews that other customers have posted about doing business with Larson, it is now clear to me that this demonstrates a pattern of bad business practices at Larson. I only wish I had done more research before going in to this dealership.

Business Response: After 2 days Mr ******* returned to **** ** ****** wanting to unwind the car deal.
We terminated the contract per Mr ******* request. Mr ******* told us that *********** is willing to match the same number that **** ** ****** agreed on. If he had told us in the beginning that he worked numbers with *********** ****, we would never have contracted him on the same vehicle. He complained that he didn't understand why it is so hard to purchase this vehicle.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
These responses continue to not reflect the facts of what actually happened. And frankly they demonstrate this dealership obfuscation of the facts and unwillingness to take responsibility for their actions. And again, this is demonstrated in the significant number of online complaints this dealership has received from a large number of consumers. This dealership sold me a car they did not have and could not get. They represented to me that they were in conversations the other dealership to get the car I wanted, which the other dealership later told me was a fabrication. This dealership wasted my time, made misrepresentations about the car I was trying to purchase from them, provided me with false and misleading information about other services they were trying to sell me, giving me no choice but to have to stop payment on my check and drive 50 miles roundtrip back to the dealership to retrieve the title on the trade-in I left with them. And never once did they apologize and take responsibility for what they had done, choosing instead to simply deny their slimy techniques and blame the other dealership. I'm astonished that they think this is a reasonable and smart way to do business.

2/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a new 2012 Audi Q5 from Larson Audi in August of 2012 with an extended 70,000 mile warranty. If the warranty is not used or the vehicle is sold prior to the warranty expiring, the purchaser is refunded the entire purchase price of the warranty or a prorated amount if the vehicle is sold prior to the warranty lapsing. I traded in the 2012 Audi Q5 in September 2013 and have not been successful in my attempts to be reimbursed. Living out of state from the purchasing dealer has made it very difficult to establish any sort of communication with them. I have called the Larson dealership over 20 times since trading in my vehicle and I have been transferred to voicemail almost every time. I have left multiple voicemails with the finance department as well as the general manager, but they are typically not returned. It took two weeks to speak with someone on what forms I needed and where I needed to send them. After sending in the proper forms and the original warranty contract I waited for a response. After two or three weeks I tried contacting Larson Audi to check the status of the warranty cancelation, it took a weeks worth of phone calls to speak with any representative from Larson Audi. I was told it typically takes five to eight weeks to process the cancelation of a warranty. It had been six weeks so I waited. At the eight week mark I called and once again was transferred to voicemail. I was surprised when I received a return call not more than an hour after leaving a message. I spoke with **** ***** a finance department manager. I explained my problem and he said this was the first he had heard of it, but he would look in to it and get back me in a day or two. I also got his email and told him I would follow up to check the status. He explained that email was the best way to reach him. That conversation was on or around November 19. Almost a month later I have not heard from **** via email or phone. I have tried contacting him, as well as the general manager, via email and voice mail and have not received any response. Since I now live out of state, all of my efforts are exhausted to reach them.

Desired Settlement: I want Larson Audi to respond promptly to my repeated attempts to contact them and also I want to be reimbursed the prorated amount for the extended vehicle warranty that I canceled.

Business Response: Initial Business Response /* (1000, 12, 2014/01/28) */ Mr. ******'s warranty cancellation was processed and a check was issued and sent out to the address that our dealership had on file for the client. However, the address was incorrect and the check was sent back to our corporate office. A new check has been issued and sent via****** to the correct address. Final Consumer Response /* (2000, 14, 2014/01/31) */ (The consumer indicated he/she ACCEPTED the response from the business.)

12/5/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 1 November 2013, I purchased a 2007 VW Jetta from the Larson Chrysler Jeep Dodge & Ram dealership in Puyallup, WA (referred to hereafter as Larson Puyallup). When I purchased the vehicle, the Larson Puyallup salesperson informed me that the vehicle had received a safety inspection from their Larson service department and he gave me a copy of the carfax report showing the vehicle maintenance history. The car needed a 70,000 mile service per the carfax report. So I I took it into the Larson VW service department in Tacoma on 14 November 2013 for the service. On 14 November 2013, the Larson VW service department in Tacoma identified the door latch as being defective, stated that it needs to be replaced ASAP, or the door latch could fail at any time (the door latch is a serious safety issue, if the door latch fails it could pop open while I am driving down the road, or the door may not close/open properly at any time). The Larson VW service department customer service representative in Tacoma stated that the door latch should have been identified as defective by the Larson Puyallup service department during the initial safety inspection on the vehicle because it is a safety issue and therefore part of a routine safety inspection on all vehicles through the Larson Group. On 14 November 2013, I contacted the Larson Puyallup salesperson and informed him of the safety issue. Between 14 Nov and 22 Nov, there were various text messages back and forth as the salesperson kept checking into the issue. On 22 November 2013, I again contacted the Larson Puyallup salesperson who sold me the car again and asked him what he was able to do about the door latch safety issue on my car. He called me on 22 November 2013 and we discussed the issue. I explained again that it was Larson VW of Tacoma that identified the door latch as a safety issue, that Larson VW of Tacoma stated it should have been identified as a safety issue during the initial safety inspection of the vehicle and that it should have been repaired/corrected prior to selling the vehicle because it is a safety issue, and I inquired as to what could be done about it. The Larson Puyallup salesperson stated that until the door fails, the door flies open while I am driving, or the door fails to open/close properly, he was not able to address the issue at all and there was not anything that he could do to remedy the safety issue. He stated that he had asked the Larson Puyallup service department about this door latch issue and there was not anything that he could do. After this telephone conversation, he later texted me and referred me to speak to the Larson Puyallup service department coordinator for the entire company **** ******* **** ****** was not available when I phoned so I left a message. If the Larson Puyallup service department decides not to remedy this door latch safety issue which should have been addressed before I purchased the vehicle during the initial safety inspection, then that leaves me, as the consumer, forced to file a warranty claim under my ***** Extended Warranty Plan (my deductible is $200), or accept the safety risk of my door flying open while I am driving down the interstate, or some other serious and similar type of incident. I do not feel that the Larson Puyallup service department is willing to take responsibility as they refused to remedy the situation when their own Larson salesperson inquired about it. The other issue is that it seems a little shady to me that Larson Puyallup would sell extended warranty plans for vehicles with known safety issues / defective components that were not addressed by their very own Larson Puyallup service department prior to sale. Perhaps the Larson Puyallup service department makes decisions to shift the safety issue liability over to ****** The ***** Vehicle Protection Plan was issued by ****** a subsidiary of the ******** ***** **** The failure of the Larson Puyallup service department to correct the door latch safety issue will result in the ***** company having to address the issue under as a claim under the Extended Warranty Plan.

Desired Settlement: Basically, I want the Larson Puyallup service department to own up to their error during the initial safety inspection of the vehicle and complete the repair. I should not be forced to file a warranty claim for an issue that should have been addressed prior to the sale of the vehicle during the initial safety inspection process. ***** is then stuck with handling more than half of the cost for the repair. The total cost of the repair is $481 of which I have to pay the $200 deductible.

Business Response: Initial Business Response /* (1000, 5, 2013/12/04) */ Contact Name and Title: ***** ******** Contact Phone: XXX-XXX-XXXX Contact Email: *************@looklarson.com In response to **** ******** concerns, we at Larson Chrysler Jeep Dodge agree with our clients concerns. Although her component was NOT an existing issue at the time of our safety inspection and it is not covered by our 6mo 6,000 mile limited powertrain that we offer at no charge to our customers, we are going to handle this item for **** ******** as "GOOD WILL". We appreciate it being brought to our attention. Thank you, ***** ******** General Manager Final Consumer Response /* (2000, 7, 2013/12/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) The VW Larson service department contacted me today and made arrangements to take care of the defective door latch. I am taking the car in tomorrow as scheduled. Thanks for your assistance.

11/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I traded in my Audi Q7 back in April 2013 and when I called to cancel my extended and gap coverage, I was told I had to come in. I came in and left appropriate documents and filled out paperwork. To this day I still haven't received anything back. Since Oct 1,2013 I've left 9 message with no call back. I have called several times before this but did not keep track of them. It's been 6 months now and I still have not received my refunds. On the 10th I spoke with a ********* who stated she'd give them my information. On the 11th I spoke with **** who also stated he'd give them my information. My last message left was 10/28.

Desired Settlement: I'm expecting a full refund dated back to April 2013 as well as a refund of my GAP coverage. I stated in my last message which was today, that I'm expecting a call back by end of this business day.

Business Response: Initial Business Response /* (1000, 5, 2013/10/30) */ Contact Name and Title: *********** general manag Contact Phone: XXXXXXXXXX Contact Email: **********@looklarson.com we have contacted the customer ******* ******, my finance manager has processed the cancelation to our corporate office and they will be getting this to the cancelation dept. this will take 2 to 3 weeks for the refund to hit the customer. Customer stated she just wanted her money as fast as possiable and then she will be happy. Final Consumer Response /* (2000, 7, 2013/11/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) Refund for GAP was received. Although apparently the warranty ran out. Still no explination as to why this was not completed in April when I came in there. I was able to even provide a copy of their form. Regardless...refund was received. Thanks to BBB.

11/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We traded in our Porsche Cayenne (license plate *** **** and bought a new car from the dealership. The dealership then sold the car to another dealership. The current dealer has received numerous tickets and traffic violations with our old car. Since a dealer has possession of the vehicle, the title has never been changed or registered in the dealers name , we are still listed as the title holders. We have received numerous (at least 10) tickets in the mail, as well as collection calls, for violations regarding this vehicle. At one point we had a collection agency calling us every day at 8:00am, while my young children were still sleeping. The dealer in possession of the vehicle had apparently been in a hit and run accident and the collection agency was trying to collect for damages. We called Larson Porsche/Audi to find out who they sold the car to however, they told us they could not release the information. We left numerous messages for different sales associates and received no calls back. We eventually talked with the General Manager at the dealership, who told us he would take care of the problems we were having regarding the vehicle. It has been over 6 months and we are still receiving tickets and collection agency notices in the mail. This has not only cost us a lot of time, we have had to pay to fax the purchase/sales agreement every time we receive a ticket/collection letter in the mail.

Desired Settlement: We want formal confirmation from the dealership, that no further violations will be sent to us and a compensation amount be negotiated for all time and expenses already expended.

Business Response: Initial Business Response /* (1000, 6, 2013/09/23) */ Contact Name and Title: **** ********* Finance Ma Contact Phone: XXXXXXXXXX Contact Email: *************@looklarson.com Customer was contacted on 09/23/13 I explained to ***** that Washington Law requires filing a vehicle seller's report , If report was filed within proper time (5 days from the sale date), ***** will not be held liable. ***** is going to email a copy of charges and tickets, so we can review and see how we can assist him to get this issue resolved. http://apps.leg.wa.gov/WAC/default.aspx?cite=XXX-XXA-525 Final Consumer Response /* (3000, 8, 2013/10/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) We gave the dealership plenty of opportunities to resolve this issue. We reported the sale of the vehicle, to DOL, the day after we traded it in and have already taken care of the tickets and other issues to ensure we were not held liable. At this point, the dealership needs to contact the individual they sold it to and request the title to be changed since the vehicle is being used for personal use. We would also still like to be reimbursed for the expenses and time we've incurred resolving all of these issues. If we had not contacted the BBB, we would still be having these issues and we feel the dealership would still be non responsive to this issue. Final Business Response /* (4000, 13, 2013/10/20) */ We contacted the customer and asked him to forward all of the tickets to us, so we can research and fix the issue with DOL, customer did not like that response, he claimed that we it would be easy if we just pay him. I explained that we have to get the tickets and contact DOL to prevent same issue from happening in the future, customer said he will Email us when he gets a chance. We have not received any email since Customer is required submit report of sale to state of Washington within few days of sale. If report of sale was submitted in timely manner , customer will not be charged for fines received after sale date. However customer is responsible for tickets received before sale date. We would love to assist getting this situation resolved , but customer is not willing to provide any evidence of above mentioned fines and tickets.

11/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been trying to get a hold of the finance department to figure out when a GAP Check was supposed to have been sent or where it was in the approval process. I have been hung up on left on hold for an hour transferred around to the point where I just hang up because it is pointless to keep telling someone who I wish to speak with and then get transferred to the finance department only for it to go to voicemail. I have left countless voicemails. I work 65 hours a week I do not have time to be bounced from one person to the next.

Desired Settlement: I just want to get the information about the Gap Check for ****** ********* so we can get this issue resolved.

Business Response: Initial Business Response /* (1000, 5, 2013/10/18) */ We have read *************** concern and have his cancelled gap check dollar amount, however there was an outstanding bill due by ************* at our Volkswagen store in Tacoma Wa, from a previous vehicle purchase and we are looking into the details to report back. We wanted to get our response and our office manager is out until Tuesday the 22nd and we will update this response. Thank you and we apologize for any inconvenience


Customer Review(s)

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Customer Reviews Summary

6 Customer Reviews on Larson Chrysler Jeep Dodge
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