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:03/05/2025

  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.

  I purchased my dodge with full warranties bumper to bumper. Even asking for a service agreement. To cover all services and I asked for the BEST of everything. I got that with my bumper to bumper. With principal, nor with my service agreement. I found that I went into 6 of my services. This Warranty was to cover tire rotation. Every-time they had my truck they failed to do this on my truck. So it wasnt till I was on a long trip to ************ . Coming back my service was due again. I stopped in ***** at a dodge dealer then too. Because it was due. When I got the service, once again , I asked it be done. I was not allowed to follow them into the garage to watch them, and nor did I even think that this promise or job should have not been completed. So I got about a hour down the road from *****. Had to go to a *** ****** because , the right front tire had a very low tire. Like it was ready for a flat, the sensor was going off. So we pulled in and the guy at Les said; you know you really need to rotate these tires, he said he could tell they had never been done. He could tell by the wear and the fact the wear was on, one side of the tires. We told him we had just been there a hour down the road. He said he could tell by the way it was, they hadnt did them once. We had him fix it and complained to the dodge. Then we went again for another service. We have made every attempt to get them to make it right and they refuse. The last guy at **************** was a piece of work. He argued and argued about how it was never their responsibility to do that part of the job. Clearly the service agreement was broken and they either replace the tires for their lack of maintenance or they give me a full refund on my warranty that they so wonderfully charged for, and didnt honor their contract. I have proof of this break in contract and I am demanding they fix this issue. Dodge needs to make it right. By the way they just said I have six tire rotations no services left. Proof!!

  Business Response

  Date: 03/27/2025

  Our dealership will review the current contract for this customer to determine the entirety of what the contract covers.  With most contracts, there will be items that are exclusionary, not covered. Once we establish what is covered on the contract we can move forward with  a more comprehensive answer.  This customer does not frequent our service department often, and our records indicate that he has only been in for service once, dating back to 4/26/23 when his vehicle had less than ****** miles on it.  If the customer has concerns with services he has received at other businesses he may want to reach out to them as we are a single point auto dealer.  

• Initial Complaint

  Date:10/08/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  We purchased a car in late may 2024. Since then the electronics have been going off an on not allowing us to use the backup cam, thermostat and or radio amount other services. We took the car in July 11th and it was there for one week. The problem was not taken care of and we were told of an update in third quarter that will fix. The problem continues and it at the shop for 3 weeks straight with no answers or communication.

  Business Response

  Date: 10/15/2024

  Our technician has diagnosed the vehicle and has ordered parts necessary for repair completion.  We have a current *** of the parts for 10/23/24.  If the customer is wanting to be reimbursed for the vehicle he will need to reach out to the customer care department of Stellantis.  We are attempting to repair his vehicle and have the vehicle back to the customer as soon as possible.  

  Customer Answer

  Date: 10/15/2024

   
  Complaint: 22398398
  
  I am rejecting this response because:
  My vehicle has been in your possession  for over a month and I have only owned for roughly 4. I did file a formal complaint with your ****************************** Team, case # ********, and was given an SLA for a return call of ***** hours, that was over a week ago and still no response. After 2 weeks of 0 communication from the service team, I called and was told the part they ordered would be delivered this week and hopefully that would fix the issue. Not only does this response appear as though Ill be waiting an additional week but the lack of communication and lack of confidence in a fix has left me in a state of protection as a consumer. I bought this vehicle for more space to fit my families needs and you put me in a rental car for a month that is smaller than my trade in. As 2 full time working parents, we have spent countless hours trying to find resolution. We have made far more effort than **** and continue to receive 0 communication. I would like for Jeep to make me whole so I can walk away and  buy a reliable and safe vehicle suitable for my family. 
  
  Sincerely,
  ****** & ***** *********

  Customer Answer

  Date: 10/17/2024

  I would like the follow up on this as the Dealerships communication is inaccurate per what I received this morning:
  
  Good morning *****. This is ***** with NW Jeep. We received the part that ***** had us order. Unfortunately, it is not what is needed and we have reached back out for more guidance on this. I do apologize for the length of this repair. With the brand new cars it is hard to dial down what the root cause is. We have been working with ***'s engineers on this to best service your vehicle. I will keep you updated as we work on this. If you have any questions please let me know.
  
  This is an $80k brand new 2024 vehicle that had all of 15 miles on when I purchased it. The dealership has been trying to fix it for a month and a half of the 4 months I have owned it with no end in sight. I as the consumer am getting screwed. The rental car I was giving is worse than the car I traded in yet Im paying
  $1200 monthly payments. This is caused me nothing but stress, annxiety and an ungodly amount of time that quite frankly as a full time working mom I dont have. This has been the worst consumer buying experience I have ever had and no one seems to want to make it right.
  
  ***** *********
  ************
  

  
  

• Initial Complaint

  Date:06/17/2024

  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.

  ATTENTiON BUYERS I went to this dealership and wanted to buy a simple Jeep car and the sales person pushed me with something different which had 51 miles on it and it was a hybrid Jeep. He said this is the top and the best and will keep value. I bought it that day and next day the engine light turned on. I came back to the shop and they said it is nothing we will vorrrct that. I came home and the next day the engine light came back on. I knew there is something serious with this car and they said we will diagnose and see what it is they kept my car and sacalked me that your car is ready I picked up the car and the same problem repeated. I was very frustrated. I went to the sale associate and they kept yelling at me and there was a very bad attitude man his name was ***** he said get the h*** out of here and go do any thing you want. Once I called the dealership and he rudely talked to me and and hanged up.These people are the bad people. They never stand behind their product they sell I wanted to talk to the owner and they all were saying the owner is on a meeting. Finally I went to the service department Surprisingly every one in the service department are extremely nice. If any want need me to release infos in regards all the services I had after I bought my new car I will release. Simply I can add pictures of the service I will never choose this dealership next time I wasnt to buy a car.

  Business Response

  Date: 06/21/2024

  Northwest Jeep did not push a vehicle onto this customer.  We provided information to the customer and the customer made a decision to purchase the vehicle.  We are aware, as is the manufacturer that the vehicle is having a problem which is causing the check engine light to come on.  We have created a case with the senior engineers from the manufacturer to resolve the customer's concern.  Additionally, we have reached out to a lawyer who works with the manufacturer to purchase vehicles back from customers.  As a dealership, we are unable to purchase vehicles back, that decision is with the customer and the manufacturer.  In regards to the interaction with the customer and the sales department, the customer was screaming at our staff over the phone.  Our employee had asked and warned her that the conversation would be finished if she continued in the manner she was speaking to him. Our employee ended the conversation when the customer continued to berate him. Our company believes that our employees should be able to work in a supportive, positive environment.  They do not have to come to work and get yelled at by a customer that we are attempting to help.

• Initial Complaint

  Date:01/10/2024

  Type:Service or Repair 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.

  On 01/07/2024, I bought a 2020 Dodge Ram from Northwest Jeep Chrysler Dodge Ram in Beaverton, and unfortunately, my experience was unsatisfactory. The dealer, ***********************, was friendly but lacked crucial information about the vehicle.***** tended to speak over me and divert the conversation when faced with questions, raising concerns about the dealership's transparency. During the test drive, he insisted on a short drive, potentially concealing issues with the vehicle. Despite this, I proceeded with the purchase.During financing, I learned the vehicle hadn't undergone the *** inspection, despite being at the dealership for over a month. This oversight, while not a concern in the area I live, was a red flag.Shortly after driving off, the check engine light illuminated, revealing a catalytic converter issue and deeper problems that would have caused the truck to fail *** inspection. When I contacted the dealer, they seemed oblivious to the issues and suggested getting it checked out.While I acknowledge I could have taken additional precautions, the dealership's lack of transparency and the subsequent problems make it challenging to recommend Northwest Jeep Chrysler Dodge Ram as it is blatantly clear that they did not inspect the vehicle when I was told explicitly that it was thoroughly inspected.

  Customer Answer

  Date: 01/12/2024

  Complaint number: 21115870
  
  ******,
  
  I would appreciate it if you could remove this complaint. It was resolved by the business and admittedly was an unfair review from me. 
  
  Thank you,
  
  *************************************
  

  
  

• Initial Complaint

  Date:11/22/2023

  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.

  On October 30th, I took my 2014 Jeep Grand Cherokee Diesel to get regular service done at the ** Jeep dealership. When it was finished, I went and picked up my car. I drove it home, but on the way there, 8 miles after leaving the dealership, the engine started making noise and stopped. I pulled over and opened the hood. There was lots of smoke. I checked the oil dip stick and noticed it was dry. I walked home and the next morning called the dealer. I spoke to a guy named ****** and explained what happened. He said that the repair would be covered under warranty and arranged a tow truck to pick up my car. A day later I went by the dealership to check for an update and ****** and *** the service manager told me that it wouldnt be covered and that I would have to pay (approx 20k). *** said it was a coincidence that engine lost oil so soon after being serviced by them and that they are not responsible.Days later I spoke to the owner, *************************** and he said they would not be responsible for my repairs. So, I am contacting you to see if you can help, along with the manufacturer FCA, Oregon DMV, ***************************** along any other administration that can help me and warn others to stay away from a unscrupulous business such as Northwest Jeep seems to be.Kind regards,***********************

  Customer Answer

  Date: 12/11/2023

  Hi.  What does this mean that the complaint has been closed without a response from the dealership?  I have been without a car for 2 months now after the dealer broke my car.  What happens next?

  Business Response

  Date: 12/11/2023

  Prior to the customer coming in for an oil change in October, we had never seen the vehicle and do not know how the vehicle was driven or maintained.  The CARFAX report shows that this vehicle was listed for sale in May of 2023 and an independent dealers had service performed on May 26th, 2023. The miles at the time of the repair were 93,954. The vehicle was sold on September 19th, 2023.  In late October the vehicle was brought into our dealership on 10/30/23 for an oil change. Prior to this oil change our dealership never saw this vehicle or performed any services. At the time of write up the vehicle had ****** miles on it.   Our shop performed an oil change and parked the vehicle in customer parking waiting for the customer to pick up. After the customers complaint of his vehicle breaking down,  we checked the video footage from that day and see ************** performing an oil change. Additional footage shows the vehicle having no signs of oil leaking in the bay, when the tech pulled the vehicle out of his stall or in the customer parking spot when the technician parked the vehicle.  Furthermore, the footage shows the customer driving out of the dealership lot and there is no signs of oil leaking from the vehicle.  When the customer called and spoke to our advisor, there was a simple miscommunication.  Our advisor, without seeing the vehicle or having it diagnosed, asked to have it towed in stating that if we were at fault or if the repair is covered under warranty we could submit a claim, however based on the year of the vehicle the warranty was expired.     Not knowing the warranty had expired, We had the vehicle towed back to us, and we had our highest trained factory technician inspect and diagnose the vehicle. The tech in his initial diagnosis of the vehicle found there is no evidence to support that us changing the oil caused his vehicle to stop and promote smoke. We asked the customer if he wanted us to further diagnose the vehicle and the customer declined.  Our service manager, stated that it was a coincidence that the engine lost oil so soon after our dealership servicing his vehicle.  But again, there was no oil leaking as the customer pulled out of the dealership.  We feel confident that the work we performed was done correctly and had no  bearing into the customers vehicle breaking down.  

• Initial Complaint

  Date:05/16/2023

  Type:Service or Repair 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 purchased a vehicle on March 28th at Northwest Jeep Dodge. Later that night we started the process to cancel the extended warranty. I have been calling and emailing people constantly to get updated on the process and I am told that the people I need to speak with are either busy with a customer or left for the day and do not have voicemail. I was sent paperwork on April 18th and sent it back April 26. I understand they make money off of the warranty and have no incentive to process it. I am told it is still processing.

  Business Response

  Date: 06/07/2023

  The cancellation of her contract has been processed and the refund check went to the contract's lien holder.  Thank you.  

  Customer Answer

  Date: 07/26/2023

  Hello,
  
  My complaint has been resolved if you could please add this to the ticket.
  
  ******
  

  
  

• Initial Complaint

  Date:05/03/2023

  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 sold my car to this dealership on 4/17/23 for $26,000. They were supposed to pay off my loan with ************** for $10,500, put $5,000 towards the purchase of my new car and cut me a check for the difference of $10,500. Its now been 16 days and my loan is still not paid off (I have called Mechanics everyday to see if they received payment from the dealership). I was told they sold my car to an auction so I cannot get my car back and they have not paid me for the difference they owe me which is $10,500. My fianc and I have spoken to the sales rep ***** The sales manager ***, the finance manager ****** and the used car manager ******. Every person has a different story. I have no idea when my loan will be paid off or when I will be paid the money I am owed. They are now ignoring our calls and we have also filed a complaint with the ********** of ******** Any help would be appreciated to facilitate this matter.

  Business Response

  Date: 05/16/2023

  We communicated to the customer that once we received the title from ************** we will issue the customer a check for the remaining dollar amount.  ************** has received the check and posted the money to the customers account, showing a zero balance.  The title will be released 10 days after the money has been posted to the account.  We have spoken to the bank and they will be releasing the title to ** by the 26th of May.  They are going to send the title to ** regular mail even though we requested that they expedite the title to **.  Once we receive the title, we will issue the customer a check for the remaining amount.
  
  Thank you,
  ***************************

• Initial Complaint

  Date:12/21/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 brand new 2022 Ram **** truck on 11/22/22. When I test drove it, there was a check engine light on, as well as water in fuel and charge system error on RAM app. They took it to their service department and minutes later returned to tell me it was fine. I asked if they merely cleared the code and they said no - the problem was just the low battery from being on their lot. I took their word and bought the truck. The light came on 6 miles after I left the lot. The Ram app would alert me multiple times a day that there were system issues including blind spot, charging errors, water in fuel, etc. App also showed mileage at over 1 million. I have a chain of texts letting my sales person know everything that was going on and was told it is not a big deal, just the original battery issue and should resolve. The truck would barely start after just a few days, and then not start at all. I jump started it to drive it to nearest dealer and was told it had a large list of codes and that the selling dealer should not have cleared them, but rather investigated the source. The truck has been out of service for 30 days. Fewer than 300 miles. I have a case with ***. Case manager advised me that since the truck came with a known issue, the dealer should find a substitute truck of my choosing and take this one back. I spoke to 2 different sales managers. One had very little interest in helping me and did not follow up or call me back. The other manager at least reached out to ***'s case manager and to the servicing dealer and told me "sounds like they will take care of you." No help offered with getting me a working truck and dealer hasn't followed up to see if my situation has been resolved. (truck is still at service ****** *** has no idea why the electrical issues are there and I am out a lot of money without the vehicle they promised was in good health. I have text chains, and all communication documented and also alerted RAM to the dealer.

• Initial Complaint

  Date:08/10/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 scheduled an appointment for June 6, 2022 for my car to be seen in NW Jeep's shop since my car didn't start on May 30. I had my car towed to the dealership and was informed via text that they were looking to have my car in the shop within 24 hours of my appointment. I had called the next week requesting a follow-up and was informed that my car had not been seen yet. *My car was not seen for 10 days after my appointment*. Then, on Friday, June 17 I received information from *************************** of what needed to be fixed on my car but he said it could take "months" to get the part. I then called back that afternoon around 2pm requesting a quote from the shop so I could look at the details and think about not having my car for "months". On June 20, I received an email with information and waited until June 29 to make a decision and I informed the dealership that I would like to move forward with repairs. I called and informed via text when relaying this information. It wasn't until July 5 that someone put in the order for my part. After 10 days of no contact, I reached out for an update on July 15 and received no response. Then, I received a text from the dealership on July 20 that they received the part and will get someone to install it. On July 22, the part was installed but then shut off and threw codes. On July 26, I received a text that there is a secondary issue that was being looked into. On August 1st I messaged requesting an update on my car, no response. On August 5 at 10:11am I called the dealership and was transferred to the service department and left a voicemail stating that I would like an update, I am frustrated, I stressed that this is my primary vehicle and I am having to find transportation for work and school. I had to bus 3hrs one day and need to know a realistic timeline. I still have not gotten a response from the dealership since July 26. I had to go out and buy myself a car because I was not offered a rental and need transportation. I need a call