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:04/21/2025

  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.

  They charged me ******** to put a starter flexplate and a Adapter-Transmission plate and when I went to pick it up and drove home the transmission stop working and I took it back and they told me that they wasn't going to fix it so I decided to file a complaint on my behalf.

  Business Response

  Date: 04/25/2025

  Researched the issue and spoke with Service Manager and technician. The work we performed, and customer paid for, was to replace the starter, the flywheel and the adapter plate.  Customers complaint now is related to the transmission which we did not service. The vehicle has over ******* miles on it and it's more than likely that it's a coincidence that many of the parts are wearing out at the same time. 

  Spoke with customer and discussed this with him.

• Initial Complaint

  Date:01/29/2025

  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.

  On October 2024, I had my 2018 F150 ******** Cab transmission serviced and flushed for preventive maintenance inspection. The odometer mileage was ****** miles at the time of the inspection.The results of the inspection was no negative findings. On January 21, 2025, while returning home from dropping my son off at college, my truck began harshly shifting, hesitating between gears, and jerking forward. The wrench light appeared, and I experienced a significant decrease in power. I immediately took it back to Landers **** in *********, **. A diagnostic test was performed and transmission needs to be over hauled to repair internal damage component due to CDF Drum failure. The estimated repair cost is $9,335.14 and I was informed that my extended warranty had expired in 2024.The current odometer reads ****** milage. I have meticulously taken care of my truck since I purchased it. There was no previous malfunction prior to the transmission maintenance. I have only recently started driving it on a regular basis. I became a 100% permanent and total disabled veteran. I am not financially able to cover the cost due to my status. Your assistance will be greatly appreciated. PS: I have requested the invoice dated Oct 2024 with the transmission flush and inspection result from Landers Ford North. The servicewoman said she was sending it to my email. I have not yet to receive it.

  Business Response

  Date: 02/05/2025

  I spoke with Mr. ****** multiple times over the last few days and have offered the following solution:

  Original repair quote was $9,335.14. We've reduced the repair price to $7,157.76 (savings of $2,177.38).

  In addition, ****************** has agreed to contribute $2,862.10 to the repair. 

  This leaves the balance owed by Mr. ****** for the quoted repairs of $4,294.66.

  He said that he would talk to his wife and let me know.

   

  **** *******

  General Manager

• Initial Complaint

  Date:09/29/2024

  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.

  I took my Jeep to the dealership May 29th to have my right caliper repaired. Decided to have my clutch replaced since it was a recall on that. It was suppose to be a 6hr job. They kept my truck 1 month. I'm calling weekly to see what was going on. The service Mgr ***** states that everything was fine. Got it back the the 1st or 2nd wk in July and I have been having problems every since. Problems with it shifting into gear, service transmission light has came on several times, poor acceleration, motor shaking, and at this point runs loud. I have never had any work done on my truck. It was running like a new vehicle and now it's not! I have taken it back several times and wouldn't recommend anyone to take their vehicle there. When I took my vehicle there, you couldn't tell that it was on and running. Now I regret having the clutch done and at this point they have messed up my transmission and flywheel and I want to be made whole!

  Business Response

  Date: 10/14/2024

  We contacted the customer and scheduled to have the vehicle returned to us to evaluate. She dropped it off with us on 10/4/24 and we are currently trying to duplicate the issues and resolve.

• Initial Complaint

  Date:07/13/2024

  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.

  Prior to having Lander's Chrysler Dodge ******************************* service my truck. I was traveling from **** to ***** after exiting military service. On April 7th 2024, my 2013 Ram 3500 lost both passenger wheels entering the highway to head out of *******. This incident was even more dangerous because I was towing a fully loaded trailer behind me. At the moment my only concern was moving the truck and trailer to prevent any further accidents and keep my family out of the way of passing traffic. I had my truck and trailer towed to a friend's house in *********************. We went to Lander's CDJR for parts and explained the situation. I asked if the incident would be covered under a Safety recall for the lugs failing. It was decided it would be and they began repairs. During the repairs, I came out of pockets for a rotor because they didn't have an oem in stock. It was the only way to get us back on the road. I also decided to replace my rear brake pads as well. I picked up my truck on Saturday April 13th and continued my drive to *****. On the 14th of April my wheels came off again stranding me in the middle of *****. I contacted ******** and let them know what happened. They kept saying my tires were bad and the spacer caused the issue. I went back and fourth with them in a civil manner only for them to tell me it's not their fault and they weren't going to help because my tires were bad and I was using spacers, but my other wheel never came off? I got that call on the 18th of April from their service manager ****. They were the last ones to service my truck and didn't assume responsibility. You can clearly see, by the photos, that the lugs were not tightened properly by the ovaling of the holes. My insurance repaired over $15,000 dollars in damages because of their negligence. What if I didn't have insurance or worse my family was injured? That's criminal and immoral. I'm seeking a refund to cover my out pocket expenses like my deductible and tow fees.

  Business Response

  Date: 07/24/2024

  As Mr. ***** stated, he had the vehicle brought to ** because the right rear wheel separated from the vehicle. It was determined that Stellantis had several open recalls on his vehicle, one of which was to inspect all wheel studs and replace as necessary. This work was performed and completed according to the manufacturers safety recall bulletin. Since it was a recall, Mr. ***** did not pay for these repairs as they were covered by the manufacturer.

  While the vehicle was here, Mr. ***** did decide to have his rear brakes and rotors replaced due to significant wear as well as a rear differential oil service. The total of these additional approved repairs was $1,032.45. 

  It was noted that the vehicle has aftermarket wheel spacers installed, which can greatly increase the stress on wheel studs and suspension parts and that the tire on the right rear (which had previously separated from the vehicle) was worn almost to the point that the tread was coming off the tire itself. This created and unsafe condition and also increased stress on the wheel studs. Our technician and service advisor notified Mr. ***** that the vehicle was unsafe to drive, but he declined the tire replacement and signed the repair order acknowledging that he was informed that the truck was not safe to drive.

  It is our position that the manufacturers recall was performed properly, wheels tightened to manufacturer specifications and that the resulting issue was due to aftermarket part installation and the condition of the tires, which placed undue stress on the wheels and studs.  

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 21984887
  
  I am rejecting this response because: I find the response to be blatantly ignorant to point out things that had zero affect to the damage caused. My tires didn't explode or shred while towing, my wheels separated from my truck. Even with tire condition as it was, with the pictures provided, there was zero seperation of tire even after my truck fell on the tires a second time. The fact that the other side of my truck had zero issues, tires intact and still attached to the wheel hub after the second time, proves that my spacer was not an issue due to them being hubcentric. Hubcentric means the spacer rests on the hub and not the lugs. A competent person with a mechanical background would know that. If you look closely at the photos the holes were ovaled due to improper tightening of the adapter to the hub. I've used this truck to pull 20k pounds of hay with zero issues on the current setup, spacers and tire condition. This can be seen using a simple search of ****** to prove my point. 
  

  Sincerely,
  **** *****

  Business Response

  Date: 07/25/2024

  Our response to this complaint is based on the findings of one of our Chrysler certified technicians and our Service Manager, who is himself a Chrysler Certified Master Technician with decades of experience.

  We have no additional information to provide.

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 21984887
  
  I am rejecting this response because: their findings are an attempt to avoid taking liability on their part. This dealership with *** certified technicians and ASE Master Technican certified Service manager were the last to work on my truck. I trusted a professional business to make repairs, and now that something happened they avoid owning up to a mistake made by them. You can be trained all you want but mistakes happen, it's how you handle them that makes the difference. Trying to point out things they know wouldn't have caused this issue is dishonest. They clearly lack integrity and won't even acknowledge their mistake. I'm not asking for repair costs to my truck but being refunded for the work they did is all I'm asking and maybe an apology. They don't deserve to paid for almost putting my family and myself in danger for the second time. Nothing stopped them from working on my truck with spacers or bad tires then but you sure did take my money after servicing it. 
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:11/03/2022

  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 my 2017 Cadillac Escalade luxury 03/19/21. I had two free oil changes. Doing my last oil change 07/10/21. My owner manual was taking out my dash. Doing the last changes. After several months went by. I discovered my manual was gone. I went back to which is Landers **** now. To get it back. The shop manager ********. Tells me well you didn't come back. I really need it to maintain my truck. It is the original manual for my vehicle. One of a kind with the pictures and a full print out. Three books black trim in silver and gold.

  Business Response

  Date: 11/04/2022

  We explained to the customer that the vehicle he purchased was bought from an auction. The owner's manual in question was not provided to the former dealer at time of purchase from the auction. ************** was made aware of this during and after the purchase of the Escalade.

  ************** asked the salesperson to absorb the cost of a new owner's manual. That ask was not part of an agreement for the dealership to provide.

  There is no supporting documentation available that states the dealership owes ************** a manual.

  ************************* General Manager Landers North.

  Business Response

  Date: 11/23/2022

  This response is the second to this complaintent. We never promised ***** an owners manual. He never had one and asked for one before his service visit. This is a frivolous attempt to get something for nothing. This establishment did nothing wrong. Customer is not telling the truth.  

  Customer Answer

  Date: 11/23/2022

   
  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,
  
  ***********************

• Initial Complaint

  Date:09/14/2022

  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.

  Now day 72 of my 2019 Expedition being at a ************ center, Landers North, for what was quoted to me as an initial 2 day repair.Following is a detailed summary of incidents since the beginning of my experience that is still not resolved:1. Initial service appt on July 8 and was informed that my vehicle needed 2 VPC phasers replaced. As this was causing my vehicle to display a low engine oil pressure light.2. Week of July 18, I called to check on my vehicle status and was informed that a bolt had broken off when the tech was putting my vehicle back together and this traveled to the turbo intake and now required replacement of turbo.3. When mounting new turbo, a s**** was stripped and was unable to be retrieved. Requiring new turbo #2 to be ordered week of Aug 1st. Aug 4th, my first call to **** customer experience. 4. Week of Aug 8th, after mounting the new turbo oil was noted to be leaking from my engine with an unknown Etiology. Was told a specialist from **** had to be flown in to work on the case. 5. Aug 12th I was told my vehicle required a new motor.6. Aug 24th, when ************ was being installed. It was dropped and subsequently broke a technicians foot. This was the second time I called the **** customer experience line.7. I call on Aug 29 and was told that motor was installed (yes, the dropped one), but now the torque converter had burnt up also now requiring replacing. 8. Called Sept 2nd and was told the torque converter was ordered but not yet received. My third call to **** customer experience.9. I called Sept 7, and was told new torque converter was installed and new motor was being installed with an anticipated completion date of Friday, Sept 9th.10. Now Day 72, the following Tuesday (missed that Friday deadline) and still no vehicle and NO returned communication from ****. I have no family transportation, made 2 payments on something I cannot use, and I feel like my investment has been trashed by incompetence.

  Business Response

  Date: 09/14/2022

  I apologize for the multiple unforeseen events that have caused several delays in delivering this vehicle in a timely manner. We are currently and have been in the process of putting this vehicle back together since the engine has been installed . The next steps after the vehicle is put back together is to test drive the vehicle for quality assurance.  
  Due to the unforeseen events we it is taking longer to put this vehicle back together. This vehicle is top priority and the one tech that I have to complete warranty repairs is assigned to work on nothing but your vehicle until it is completed. 
  I want to reassure you that the engine that was "dropped" did not cause any damage to the engine as the full impact of the engine was taken on by the technician that it fell on. We thoroughly inspected and quality checked the engine before installing.  
  I am sorry that ****************** has not reached back out to them like they expected. Unfortunately, at the store level we do not have control over their call centers. My service director, ****, has reached out to the customer daily to keep them  informed of what is going on at the store level regarding the repair.  
  We will have this vehicle completed by Monday September 19, 2022. 

  Customer Answer

  Date: 09/14/2022

   
  Complaint: 18023494
  
  I am rejecting this response because of conflicting responses for timeline projections of repair completion date. Also, this response offers no corrections or solutions for the events unfolded over the past 73 days.
   
  Sincerely,
  *********************

  Business Response

  Date: 11/02/2022

  Vehicle encountered multiple issues that led to more extensive repairs. Back order (national backorder parts) were a large part of the timeframe. Supply chain issues occurred. We kept in constant communication with the ************* as well as ************ to constantly update them on the process. We communicated at least 2 times a week. Vehicle was delivered to the customer in August of 2022.

  We do understand the customers concerns; however, these parts issues did occur and we were handcuffed as far as time. This chain of events were very frustrating but out of our control.

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

  General Manager

  Landers North.