ComplaintsforMoss Bros. Chrysler Dodge Jeep Ram Riverside

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I made an appointment with your service department to address moisture issues inside my Ram 1500. ****** called me after dropping off my truck, insisting that it be taken to *****, the first dealer that inspected it and was unable to fix the problem. I find it unacceptable that I should take my truck back to a dealer who was unable to resolve the issue in the first place. ****** then informed me that it would take two days to evaluate the problem and another six weeks to get the part needed for the repair. This is extremely poor customer service, and it is no surprise that your dealership has negative reviews on BBB. I will not tolerate such service, and I am filing a complaint about your dealer's reluctance to see my truck and attempt repairs. As a customer, I expect all Ram dealers to be equipped to assess and attempt to repair a manufacturing issue.

  

  Business response

  02/23/2024

  Dear BBB,
  
  After trying to reach out ********************* I have been unable to get ahold of her. I would like to speak to her regarding her experience. If she has anymore concerns she can contact me the General Manager ********************* at **************** Extension 1122

• Initial Complaint

  09/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Two hybrid pumps blew, a hose blew and current another hose blew. We have been in and out of **** brothers since july1 . In that time we had to rent a car out of our pocket for a total of a month, borrowed a car for family for a week. . Ive got **** brothers in three lies, Telling me one thing and Jeep customer service another. Ive made 3 payments of 700$ only driving the Jeep a total of 1 1/2 sine July 1. At the time we have a patch which could go at anytime covering the whole because now we have to wait on the mechanics . He refuse to work on it on sat 9~9 . After we were told it was a high priority and would be fixed on sat.

  

  Business response

  09/18/2023

  Dear BBB,
  
  ***************************** vehicle was repaired and she was given a rental car at no additional cost for the days it was in the shop. She picked up the vehicle 09/16/2023. If she has anymore conerns she can contact me the General Manager ********************* at **************** Extension ****

• Initial Complaint

  07/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had to contact you guys back in 12/2023 because I took my Chrysler 300 2014 for a ticking noise under my hood the same ticking I $2944.87 for 5/22/2020 and they wanted to charge $664.00 to diagnose it when you contacted them the manager ********************* call me and did it for free but there saying its the left side now but did not put it in writing I have the paperwork? They did say arm, lifters all the gaskets per RO 644851 6/2020 its only been 2 and half years how is that possible? Little over ***** miles please help Im thinking theyre all about money.

  

  Business response

  07/12/2023

  Dear BBB,
  
  I've spoke with ******************************;today 07/11 regarding her complaint and a resolution has been met. We are moving forward with engine repairs replacing left bank engine cams, lifters, rockers and gasket. Customer is satisfied with this agreed upon resolution. I encourage ********************************* to contact me the Service Director *************************** at ************** Extension **** if she has any other concerns or questions.
  
  Thank you.

• Initial Complaint

  06/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I've always trusted them with my 2017 Jeep Renegade and taken it in routinely. They said I needed lots of work and it would cost me $4500. That was more than I could spend on repairs and asked many questions like, couldn't any of this been caught when I just brought it in a couple of months ago. One of the issues was my breaks they had just checked my car a few months before, but now they are "metal to metal" how? Their response was "it happens. It can happen to a brand new car in 5 seconds" Along with thr breaks they said rotators also needed to be replaced. Along with the "drive belt" they did not specify which one. A mount was loose. They refused to fix my recall for oil consumption. They said they needed to test it in 1500 miles. They refuse to give me my history. So I have to take it back to them for the recall. I took my car and had Moss Bros in Ontario take a look. They said my car looked fine other than maybe replacing break pads soon and cabin filters... the opposite breaks that Riverside Moss bros told me. Took it in to a trusted local mechanic. Down the street from Moss Bros. He said even less was needed and my car looked fine. How did I go from $4500 possible bill to $100?

  

  Business response

  06/16/2023

   ?
  "Dear BBB,
  
  I've met with Mrs. L*** and her husband regarding her concern. We are addressing the issue and doing an inspection on her vehicle Monday June 19th. I encourage Mrs. L*** to contact me the General Manager C**** R**** at (***) *** - **** Extension 1*** if she has other concerns."

• Initial Complaint

  06/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a car from Moss Bros Riverside. In May of 2022. I was sent a letter from the dealership stating that they would like to buy my car back for over KBB. When I had the car appraised today the stated that the value was lower due to being in a prior accident. This accident was prior to me purchasing it. This information was not given to me when purchasing the car. If I had known I would not have bought this car. I would like to get action to remedy this matter.

  

  Business response

  06/15/2023

   
  I've reached out to Mr. **** multiple times and would like the opportunity to assist him and make him happy. I encourage Mr. **** to contact me the General Manager ***** ***** at ###-###-#### Extension **** or come down to dealership Monday - Friday 7:30am - 6:00pm to come speak with me."

• Initial Complaint

  05/23/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I purchased a new Truck in 4/2020 from this dealership. At that time I purchased GAP insurance offered by Express Autogap and provided by Moss Bros Riverside. As of today's the value of the Truck is now worth more than I owe. On the Express AutoGap contract it states I can cancel the policy. They informed me I need to go through Moss Bros. I contacted Moss Bros Riverside and they informed me they only cancel in person just like I did when I came in and purchased the Truck. I did not go into Moss Bros to buy the vehicle as it was purchased by phone at the start of the pandemic. They brought the Truck to my house along with the purchase contract. I called on 5/19 and they stated maybe I can cancel via phone since I do not live anywhere close. I live 60 miles from the dealership and do not have hours it would take to physically come in. They stated a finance supervisor would call me back. They did not call me back. I called on 5/23/2023 and another person stated I needed to come in and they are unwilling to email me their form or accept anything but a signature in person. I didn't come in to purchase the contract and didn't sign in person originally. I signed the contract in my garage including the Express Autogap. They are unwilling to accept a scanned copy of my signature through email even though I am talking to the person on the phone about the coverage, he can see my loan and payment amount as they pulled up my account and then said it would take awhile to credit the account, which I am not concerned about. I have a right to cancel as it states on the Express Autogap contract. I feel like this dealership is doing everything to not have me cancel the contract which I have a right to as stated per the contract and does not say anything about in person signature. They won't even allow me to send in a written request.

  

  Business response

  05/25/2023

   "Dear BBB,
  
  After speaking to R****** I confirmed that the gap cancellation form was emailed over to him and sent back to us today. I encourage R****** to reach out to me the General Manager C**** Ra*** at (951) 6** * **** Extension 1**2 if he has any other concerns or issues."

  Customer response

  05/26/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20******, and find that this resolution is satisfactory to me.

• Initial Complaint

  03/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Invoice ********** 3/8/23 AM oil change request with my filter left on the car console. Car steering wheel vibrates at 50-60 MPH without braking and a soft pedal. On 3/12/23 PM finally heard from Advisor with the diagnosis. 3/15/23 PM arrived to pick up car, a 2006 Dodge Charger RT. Oil filter still in the front seat was told he forgot to add it to the service request. Got home to find the right front wheel missing the center cap which I found in the glove box. Before returning to the dealer I ordered a new cap for $48. Spoke with Service Manager who invited Advisor to participate. Was told to read the fine print on invoice that the technician noted the left front wheel bolt was stripped and the cap was warped. Manager would not compensate me for the $48 because it was not a factory item. Manager became hostile, defensive, argumentative and condescending. Told me to “shoot your best shot “ if I wanted to complain to a higher authority. 3:18/23 replaced new cap and bolt with no issue. No mention in invoice about replacing the brake fluid which was bled for test. Mileage shows 43,729 in and out? Car was test driven twice.So, 5 days before anything was done. No oil change. Defective cap? Brake fluid replaced? Rude and very unprofessional manager who apparently was not interested in this customer who has spent more than $6,000 on this car alone in the past year.

  

  Business response

  03/24/2023

  "Dear BBB,
  
  I've reached out to Mr. Solis and would like the opportunity to assist him and make him happy. I encourage Mr. Solis to contact me the General Manager ***** ***** at ***** *** * **** Extension ****."

• Initial Complaint

  12/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Went to dealership about a ticking noise under my hood and my struts that they repaired 5/22/2020 I paid them $2944.87 I should not be having the same problem so I went there 12/12/2022 and they told me to leave my car and it would cost about $664.00 to look at it? Trying to say it’s another problem? There a ripe off if a person paid that much they should not be having the same problem and I already had a auto mechanic tell me about my struts need to be replaced and go back to dealership I need my money back or they need to fix it right this time.

  

  Business response

  12/14/2022

  ?

  "Dear BBB,
  
  After speaking to ******** she's decided to come down and see me on 12/15 at 9:30AM. I will be assisting in getting her vehicle looked at as fast as possible. I encourage ******** to reach out to me the General Manager ***** ***** at ###-###-#### Extension ****."

  
  

• Initial Complaint

  11/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My car has been at Moss dodge riverside since March of 2022. This has been the worst experience I've ever had with a vehicle service department. I'm over 7k in rentals and approximately 8k+ in repairs so far. My car was originally over heating and still is now it shuts off while driving. I've only had my car back for 1 day. I've picked up my car multiple times to just make it down the street before the check engine light is back. Apparently a full engine resurfacing then replacemet did nothing to fix the problem. i would avoid this place like the plague and go somewhere else. I will be contacting the attorney General, BBB, FTC and state consumers office. I will be making videos on this situation soon as possible to show what if anything is done. STAY AWAY FROM MOSS BROTHERS DODGE RIVERSIDE SAVE YOURSELF THE HEADACHES AND MONEY. Lool at the attached picture of trash work done on my car. Horrible wiring job on the NEW FUSE BOX. AVOID MOSS BROTHERS DODGE RIVERSIDE SAVE YOURSELF THE HEADACHES AND MONEY!

  

  Business response

  12/01/2022

  Dear BBB,
  

  
  

  I've spoke to ***** **** and he's coming in today 12/01 to speak with me and remedy the situation. I encourage ***** to reach out to me the General Manager ***** ***** at ###-###-#### Extension **** if he has any other concerns or issues." 

  
  

  Customer response

  12/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 184***06, and find that this resolution is satisfactory to me.

• Initial Complaint

  11/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I drop my car off at this business so that it could be repaired for a hit-and-run collision that I was involved in. I arrived three days prior to the drop off date so that I could pay my thousand dollar deductible and have the parts for my car ordered early so that it would not sit there and collect dust while awaiting the parts to arrive. At first, I felt that this company would take great care of my vehicle and could provide good service. However, I realize soon after that this company works very inefficiently and promises pick up dates that they cannot keep. At first I was told that my car would be ready the Friday of the second week that it was at this facility. That was after speaking to the person on my case that Monday (of the second week). I called that Friday to see what time I could pick up my vehicle and they then told me that it still needed to be painted and reassembled and that it would be ready the following Tuesday. I then called Tuesday, and was told that my car would be ready by Thursday . It had not been touched since my last call and still needed to be painted. So I called Thursday and was told that my car was painted but there was a bracket that was needed to put the fender back onto my vehicle and it would arrive Friday. I get a call on Friday and am told that the bracket would not arrive until the following Tuesday. I feel that all of the parts should have been ordered when I initially paid the thousand dollar deductible before even dropping my car off. Furthermore, I don’t understand why that bracket could not have been ordered the days my car was waiting to be painted. I understand that these people may not feel urgency to fix our vehicles in an efficient manner because they still have theirs that are running and can get them from point a to point B but being without a vehicle for several weeks is impeding my work life, my internship, and my livelihood. I would not recommend this particular location to anyone.

  

  Business response

  12/01/2022

  "Dear BBB,
  

  
  

  I called ******* ******* to confirm that she successfully picked up her vehicle on Friday 11/25. I encourage ******* to reach out to me the General Manager ***** ***** at ###-###-#### Extension **** if she has any other concerns or issues." 
  

  
  

*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. ↩