Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The quick story is that I purchased a 2022 Grand Wagoneer on 23 Aug 24. Upon driving it home that night, I noticed that the functions in the passenger seat do not work. I also noticed a shake at 75mph. I had a meeting in Nashville the following day, but upon my return on the 27th, I called and told them of these two issues. After 3-4 appointments over 4 months, I still have the same issues. I picked up my vehicle somewhere around 10 Dec under the impression that the passenger seat was fixed, however, it was not. I eventually spoke to "*****." I went through the whole thing with him. I didn't get the impression that he really wanted to get the issue resolved. He passed me back off to *****. ***** is/was my service advisor. He sent me a text on 16 Dec stating that he will get this resolved. On 16 Jan, I sent him a text stating that it had been a month since I heard from him. I have not received any correspondence from anyone. I am not asking for anything other than getting these two items fixed. I would appreciate speaking with someone who will actually help out. I really would not want to talk to ***** or "*****."

  Business Response

  Date: 02/10/2025

  Dear BBB,
  
  Mr. ******* is scheduled to be seen by our service director, ******* *****, on Monday 2/10/25. Both the General Manager, **** ******, as well as our Service Director, will address the concerns voiced by Mr. *******. While the vehicle is in our service department, Mr. ******* will receive a loaner vehicle, at no cost. We will be happy to provide an update, if needed, once the work has been completed.
  
  Respectfully,
  
  ****** ***** 
  Compliance Team
  Luther and Landers Automotive Group 
  ******.*****@Landerscorp.com 
  

  Customer Answer

  Date: 02/14/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I appreciate Landers for the General Manager and the Service Manager getting involved in an attempt to make this right.  They did fix the passenger seat and did provide me with a loaner, which I greatly appreciate.  However, they would not fix the vibration/shaking in the vehicle.  ******* told me that their tool told them that the vibration was coming from the wheels and/or tires.  However, the tool could not narrow it down to which wheel/tire needed to be addressed.  ******* said that they would not address the issue any further (paraphrase).  These wheels and tires are very expensive so I can see why they would not want to address that issue.  I replaced one tire already and it was $350 my cost.  I work in the wheel and tire business so I dont pay retail for tires, however, $350 is an expensive tire.  Perhaps the problem is the wheel(s).  I do not know that to be true.  I just know that when I bought the vehicle it had 36,912 miles on it and the tires on the vehicle were practically new when I bought it.  The tires that were on the vehicle when I purchased it were manufactured the 4th week of 2024.  So this means these tires were pretty much new when I bought the vehicle, and it was at least the second set of tires on a low mileage vehicle.  I just do not think it is the tires.

  This vehicle was sold a "Certified Pre-Owned" vehicle.  I looked up the definition of that.  There are a few definitions, however, most say that it refers to a low mileage, newer vehicle, that has gone through some type of extensive inspection by a certified technician.  Perhaps Landers definition is different, I am not sure.  I just do not feel my vehicle meets that definition as it was sold to me.  If it had gone through the inspections, perhaps these issues that I reported after purchase would have been addressed prior to purchase.  I also feel that had I known about these issues prior to purchase and made their repair a condition of purchase, that Landers probably would have taken care of me at that time.

  I do not need anything from Landers at this point.  I just disagree with the out come of this and will never do business with them again.
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:07/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a car from Landers Ram Dodge and immediately had problems with the vehicle. I took the vehicle to their service department and told it was the fuel pump, it took them 3 months to fix that problem. After getting my car back I was driving and the car stopped on me after only one day of having it back. I'm getting tired of the run around because it was said I hit something that caused my car to stop working. They made me file a claim with my insurance, which I did. The adjuster tried to contact service management but she was not able to speak with him. A check has been sent to repair her car, but as of today the service director ****** said they haven't received it. So I am at my wits end because I am paying a car note and full coverage on a car that I am not driving. I am so frustrated.

  Business Response

  Date: 07/14/2023

  Dear BBB,

  Our service director, ****** ******, has been in contact with the consumer and arranged for a rental vehicle free of charge while the dealership is completing the repairs. The consumer had hit something in the road and incurred damage. Our service department was waiting on an insurance estimate, as well as parts while the vehicle was there. Repairs should have begun today 7.14.23. We anticipate this matter getting resolved very soon.

  Respectfully,

  ****** *****
  
  

  Luther | Landers Compliance Team

• Initial Complaint

  Date:02/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased Audi 2017 Q7 from dealership 12/12/2022. The same day the oil light came on. My salesman assured me that the service people at Landers didn't know how to reset the oil light. So I continue to drive the vehicle, the check oil light is telling to add a quart of oil and that I can continue to drive the vehicle. I tell my salesman again something is wrong with the vehicle. I get to the Landers service department tell them all my concerns. They tell me the same thing, that they cant reset the check oil light. I continue to drive this vehicle but now it tells me to stop driving the vehicle and add oil. So here I am having to put a quart of oil in my newly purchased vehicle every week. FYI a quart of synthetic oil is 12$.
  
  My sales man finally gives me the number to a service supervisor, ****** who doesn't return my phone calls. The guy named Austin tells me that he will get ****** to return my call. Now I have been told that they will pay for the initial diagnoses on the vehicle.
  
  I don't understand how this ok. I have had this vehicle for two months and I have not been able to enjoy it at all. No follow up, they are supposed to replace my front camera hadn't heard anything on that in over a month. This has been the worst car buying experience ever.

  Business Response

  Date: 02/20/2023

  The customer took the vehicle to *******s foreign car repair shop here
  in Little Rock. We worked with the customer and agreed to cover diagnostic fees
  and the repairs that were being made. The vehicle should be ready for pickup
  today 2/20/23, or tomorrow 2/21/23. This should take care of the customer's concerns and we feel confident that this case can be closed

• Initial Complaint

  Date:12/15/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Numerous Dates of “Transactions”-2022 Jeep Compass VIN ***************** December 2, 2022. Vehicle was not a 4 x 4 & I was unequivocal. From Alaska in Arkansas for work - 4WD only prerequisite Case# Jeep Customer Care ******** re: 4 warrantied throttle body part replacements Supply chain issues w/ previous parts & the 5th part replacement. Hence, to get home, I was going to purchase vehicle from Landers
  Credit Union gave me 3.5% interest & Landers financing 8%+ Told when I got to Alaska, I’d have to get car registered then refinance w/ my CU I wouldn’t be allowed to use CU
  Salesperson Mr. ******* *** left & handed me to his sales assoc, Ms****** ***** to complete Clear to Ms. ***** & Mr. *** I didn’t care about color-I cared about 4WD When pressed, (friendly) about color, I said -“white, it’s color of last 2 vehicles I’ve owned & I don’t get tired of it” Ms. ***** said there was a white 2020 Compass. I’d NO reason to believe it wasn’t a 4WD drive Compass all look alike- 2WD or 4WD Purchased Compass.
  Picked up Compass 2/5 Found out it was 2WD & NOT 4WD I IMMEDIATELY texted Mr. ***, told him situation I’ve text screenshots & he indicated he knew I wanted 4WD Mr. *** called & told me to come right back to dealership, he’d swap for same year, model & price—only difference, it’s gray I didn’t care- Had to have 4WD He understood. Landers refused to exchange unless registered in AK-will take 2-6 wks to process. Finance Dir “*****” wouldn’t even speak to Wells Fargo
  I escalated to ****** ******, WF Exec team ****************************** ************ Case# ******************** WF does indeed unwind loans & starts over, but needs cooperation with dealership Followed Ms. ******s instructions per a letter I asked her to write re: conversation had with Landers finance director, ***** & Mr ******* so I had in writing SOMETHING indicating what Landers said they’d do to exchange vehicle for one that meets criteria of 4WD Reached out to Mr. *******-twice No response

  Business Response

  Date: 01/09/2023

  The deal that caused Ms. ********'s dissatisfaction did get reversed and she took delivery of a vehicle within her specifications on 12/16/22. We feel confident that this issue has been addressed and that this case can be closed.

  Business Response

  Date: 02/14/2023

  We are actively working with and trying to reach the customer. Our General Manager, **** ********, has attempted to reach Ms. ******** on numerous occasions and has also left a voicemail. At this point, we have yet to hear back from Ms. ********. 

  Customer Answer

  Date: 05/07/2023

  
  
  Better Business Bureau:
  
  
  

  We are still working to get details and in the midst of all this I had an immediate family member pass and went out of state, etc. As soon as I am able, I will circle back with the GM as I very much want this situation settled as I am sure Landers does as well. 

  Thank you for the update. 
  
  
  
  
  Sincerely,
  
  
  
  ********* ********

• Initial Complaint

  Date:10/20/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a used $24k 2017 Ford Mustang, the buying experience wasn’t bad. I actually really like the car. The sales men were nice but they’re salesman trying to make a sale…so that part.
  
  Well I purchased a vehicle that I was aware of having minor cosmetic body damage that could easily be fixed at home for little to no cost. That damage was disclosed up front before viewing the car in person. No deal breaker for me. The car was dirty when I test drove it so I failed to see the overspray on the hood and the trunk of the car. I discovered that when they washed the car and brought it to me to drive home. Not to mention the overspray on hood and spoiler was very textured. They said bring it back for a buff. Well I did that and it can’t be buffed out. The salesman knew this when I mentioned it to him and he deterred me immediately from getting it painted because it would go on my Carfacts and that was basically the end of the discussion. Have not been able to discuss what other options I have with anyone because I have been passed around and ignored and no one will return my calls. The very next day the backup camera messed up. I notified the salesman and he said bring it in. It was “allegedly” looked at and deemed okay. Well 2 weeks later it is still messing up and I found out it has a recall on it.
  
  Yes I am at fault for not noticing overspray on a dirty car but they are just as guilty for non disclosure. I have real concerns and I have attempted to contact both the salesmen and the customer service representative, ******* and *****. ***** won’t answer the phone or return my call.
  ******* won’t answer the phone and rarely returns texts. I’d appreciate some type of olive branch extension to show ownership of the mistake and make sure I remain a happy customer but I’ve gotten nothing but the run around.
  
  The aftermath has truly made this a horrible buying experience because I feel like I was duped.

  Customer Answer

  Date: 10/26/2022

  I never received notification of a message from you. Yes it was purchased as-is but it came with a 60 day customer satisfaction warranty where 30 days is bumper to bumper and 30 days is powertrain. My deal is if the car had been clean and I had seen the other damage, that was not disclosed, I would not have purchased the vehicle. Yes I take ownership for missing that but there was no way to have seen it if the car was dirty and the dirt specks were the same color as the paint on the car. But at the same time the dealership has taken no ownership either in any way. It’s not that I don’t want the car or have any issue with purchasing it other than the fact it has overspray all over the hood and trunk the they obviously got on there because there is left over evidence of where they applied it all over the car.