Complaints

This profile includes complaints for River Oaks Chrysler Jeep Dodge Ram's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  River Oaks Chrysler Jeep Dodge Ram

  4807 Kirby Dr Houston, TX 77098-5005

  
• 

  River Oaks Chrysler Jeep Dodge Ram

  PO Box 980009 Houston, TX 77098-0009

  

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:09/17/2024

  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.

  I took my car in last Monday because my radio would not shut off upon turning off the car. The service advisor noticed this issue as well and checked my car in. Rather than provide me with a loaner vehicle, they sent me to Enterprise, which they did cover the cost of the rental. However, I was responsible for paying the cost of the rental insurance. While I realize that this is an optional service, I choose to get the insurance based on prior experiences. The insurance cost me about $30/day for 3 days of my car being in Jeep's possession. Jeep called me back on Wednesday to tell me they could not find anything wrong and I could get my car back. On Friday, I received another error on my radio. I brought my car back in this morning and again they wanted to check it in and send me to Enterprise. I requested a loaner and they would not provide one. Upon talking to the service manager David, he would not provide a loaner and when I asked about providing me with a Demo if a loaner was not available, his response was "get real." Another solution I inquired about was to at least cover the cost of the insurance at Enterprise, which again was denied. I took my car and left. I am asking for my repairs to be completed and provide me with a loaner vehicle. If that is not an option, then at least cover the cost of the rental insurance.

  Business Response

  Date: 10/10/2024

  Thank you for reaching out to us with your concerns. We apologize for any inconvenience you’ve experienced during your recent service visits, and we understand how frustrating this situation must be for you.
  To ensure this matter is addressed promptly and fairly, I encourage you to contact our Service Director, Betty *****, at (713) ********. Betty will be happy to personally review your case and work with you toward a satisfactory resolution.
  We appreciate your patience and your continued trust in River Oaks Chrysler Jeep Dodge Ram, and we are committed to making this right for you.

  Customer Answer

  Date: 10/14/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  I attempted to call Betty at the number provided and received a voicemail that was full so I was unable to leave a message. I ask that the business reach out to me via phone to discuss a resolution. 
  
  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  
  
  Regards,
  
  
  
  
  
   
  

  Business Response

  Date: 10/25/2024

  Thank you for bringing this to our attention. We apologize for the frustration and inconvenience caused by your recent service experience, as we understand the importance of having reliable transportation and a seamless repair process.
  After reviewing your concerns, it appears that our team could have communicated more clearly regarding the availability of loaner vehicles and the policy around rental insurance coverage.
  As for your vehicle’s radio issue, our priority is to ensure it’s fully resolved. We’d like to invite you to bring your vehicle back at a time that works best for you so our technicians can thoroughly inspect the issue again. In addition, we will make every effort to provide a loaner vehicle, depending on availability, or work toward a solution that will make this process smoother for you.
  Please feel free to reach out to Betty ***** at 713********* and she will be happy to assist in coordinating your service appointment and addressing any additional questions you may have.

  Customer Answer

  Date: 12/09/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:03/26/2024

  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.

  Five months ago the body shop at River Oaks Jeep repaired my drivers side door after a cyclist ran into it. When I picked up my car, the door opened wider than before. However, after them having my car a month, I needed my car back. After a month or so the door started creasing the front panel due to it opening too far. When I finally had time, (Im a teacher and a parent) during my spring break I took my car back to River Oaks Jeep body shop. After making every excuse under the sun (previous employees fault, insurance company did not approve standard part for repair, different part than other doors on car) they took off the door check that holds my door in place. Now my door has nothing holding it place when it opens. Its now causing more damage to the panel. River Oaks Jeep are refusing to accept repairing the door. They only want to replace the door check. However, due to them incorrectly installing the door check and now removing the door check, the damage is due to their negligence. They need to properly repair my door, including the paint, or pay me to have it fixed properly elsewhere.

  Business Response

  Date: 03/26/2024

  We deeply apologize for the inconvenience and frustration you've experienced with the repair of your driver's side door at River Oaks Jeep's body shop. Your feedback is vital, and we're committed to addressing your concerns promptly.
  We understand the issues encountered with the door repair and the subsequent damage caused. We take full responsibility for any oversights and errors made during the process.
  Restoring your satisfaction is our priority. We're fully prepared to rectify the situation by either properly repairing the door, including any necessary paintwork, or compensating you for repairs performed elsewhere.
  Please contact our customer service department to discuss your preferred resolution. We're dedicated to finding a solution that meets your needs.
  Thank you for bringing this matter to our attention. We value your business and hope to regain your trust.

• Initial Complaint

  Date:02/13/2024

  Type:Billing 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.

  Body shop scammed me for an extra hour of labor. My fender flare was crooked and it was an easy fix. They estimated four hours of labor. I left the place at 11am (called an ***** and they called me at 2pm telling me the car is ready. They spent 3 hours MAX on my car, probably less like 2 hours or so. When I went back for my car I mentioned this to them but first the cashier lady in the office were like oh because our labors are skilled and this normally would take 4 hours so they are still gonna charge 4 hours. What the heck does that supposed to mean?? Your labors are skilled so you can charge as many hours as you feel like it? then the manager **** came and he was like oh actually two men worked on your car. Ok right. When you quoted my car the tech was there telling both of us he could do it in four hours. it was a one man job and this is just ridiculous. invoice number is CHCB82226

  Business Response

  Date: 03/11/2024

  Thank you for bringing your concerns to our attention regarding the labor charges for the recent work on your vehicle. We sincerely apologize for any inconvenience or frustration this situation has caused you.
  Upon reviewing the details of your complaint, we understand your dissatisfaction with the discrepancy between the estimated and actual time spent on the repair of your fender flare. We acknowledge that the work required was indeed less time-consuming than initially estimated, and we apologize for any misunderstanding that may have occurred during the estimation process.
  Regarding your concerns about being charged for the originally estimated four hours of labor despite the work being completed in a shorter timeframe, we recognize the validity of your frustration. Our intention is never to overcharge or take advantage of our customers. However, it's important to note that our labor rates are based not only on the time spent on the specific task but also on factors such as the skill level of our technicians and the complexity of the repair.
  That being said, we understand your perspective and are committed to ensuring fair and transparent pricing practices. We will review our internal procedures to prevent similar discrepancies in the future and ensure that our customers are provided with accurate estimates based on the actual time required for the job.
  Additionally, we welcome any further feedback or questions you may have, and we are dedicated to resolving this matter to your satisfaction.
  Once again, we apologize for any inconvenience you experienced, and we appreciate your patience and understanding. Please don't hesitate to contact us directly if you would like to discuss this matter further or if there's anything else we can assist you with.
  Sincerely,

  River Oaks Chrysler Dodge Jeep Ram.

  Call ***** BODYSHOP MANAGER ************ for any further questions.

  Customer Answer

  Date: 03/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  The whole our labor is more skilled is total BS. You already charge a lot more than regular body shop and you are a dealership thats supposedly be offering better service than a road side BODYSHOP. You are charging more because your worker is supposed to be more skilled. You are ripping me off by quoting me 4 hours and only spent less than three hours on it and I demand a refund
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   
  

• Initial Complaint

  Date:09/11/2023

  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.

  Full review and complaint on ******. This is only a small summary.
  
  When I spoke to Randy he seemed to be unfamiliar with the vehicle I referred to, which struck me as odd (even though all of the vehicle information was posted online, including the stock number of the truck), no big deal, I gave him the vehicle information, and he told me that he would call me back with pricing. Before we hung up, he asked me what my budget was. When Randy called me back, he still had the wrong vehicle!!!!! He eventually found the correct vehicle and proceeded to quote a price for the vehicle that was 8,000 more than my budget! Based on comparisons of other dealerships and the Kelly Blue Book value of the truck, I told him that it was overpriced. In addition, I explained that the website indicated that the truck was wrecked (see attached screenshot) and the mileage was extremely high. He told me that the vehicle had not been wrecked and the website was wrong. He flat out ignored my issue with the mileage. He offered for my wife and I to stop by and check out a similar truck, so we did. The truck had been in an accident and was not in a condition to sell, but they remained firm on the price, no matter what I said.
  
  I explained to Randy that I would be financing the truck and that I had already been approved by two lenders. He still forced me to sign a “credit application,” I’m not sure if it is because I’m African American or not but he insisted on having my social security on file…. Fast forward to Monday (Sept 11) they attempted to run my credit (without my permission) and apply to lenders on my behalf. On Monday (Sept 11) I spoke with Ms. Christina *****, the BDC Manager, and she promised to help me resolve my issues……of course, that didn’t happen either.
  
  Ironically I received a call from a person named “Trey” in their finance department asking me to complete another credit application. Even though I was already approved.

  Business Response

  Date: 09/12/2023

  
  I hope this message finds you well. I want to begin by expressing my sincerest apologies for the frustrating experience you encountered while dealing with our dealership. Your feedback is important to us, and I want to assure you that your concerns have not gone unnoticed. We take your comments seriously and are committed to making things right.

  I want to assure you that we do not discriminate against our customers based on their race or ethnicity. Your experience with us should be based on the quality of our service and the respect you deserve as a valued customer. We are committed to improving our processes and customer service, and your feedback plays a crucial role in this. To discuss your concerns further and find a solution that meets your needs, I would like to invite you to contact me personally at [Your Contact Information]. Your satisfaction is our priority, and I am here to ensure that your experience with us improves moving forward.
  Once again, I apologize for the inconvenience you have experienced, and I appreciate your patience as we work to resolve these issues. Thank you for bringing these matters to our attention. Please reach out to Pete ********* for any other concerns. ************

  Customer Answer

  Date: 09/13/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  
  
  Regards,

   

  I reached out to Pete he had no clue who I am and why I was calling. He had no idea of the trouble I’ve been experiencing. Which only add validity to my original complaint. This is just shameful.
  
  
  
  
  
   

  
  

• Initial Complaint

  Date:09/20/2022

  Type:Billing 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 September 7th I was contacted by Ike, salesman as Helfman River Oaks, that his manager, Eduardo ******, agreed to sell the vehicle of interest at MSRP ($51,170) plus TTL that would equate to a total of $54,828. (This occured after we previously visited the dealership on August 30th to purchase but declined the initial offered sales price of $53, 170, a $2k mark up of the MSRP) I advised Ike we were only interested at purchasing the vehicle at MSRP plus TTL because we had several offers from dealers that would allow us to purchase at that price.
  On September 15th I contacted Ike and told him we were ready to purchase at the offer given on September 7th for a vehicle sales price of $51,170 where he responded by providing a document that laid out the break down of total price for purchase. MSRP:$51, 170 plus TTL. We agree and paid a deposit of $500, which was applied to the balance. On 9/17, we met with ******* ****** for finance. Mr. ******* did not disclose marking up the vehicle sales price to $52,170. To seemingly conceal the deception, Mr. ****** applied a manufacturers rebate that we qualified for otherwise. Upon requesting signature, Mr ****** scrolled to where signatures were needed to what now appears to be a gesture for us to not see the hidden figure. Mr. ****** refused to print out any of the lending documentation, buyers order, etc as he stated "He was not allowed to" and he provided me with a USB, leading me unable to access my loan documents without a computer. This intentional deception and misrepresentation calls for reconciliation. The agreed sales cost of the vehicle was 51170, + TTL minus the qualifying manufacturer rebate and deposit ($1000, + $500, respectively) totaling bottom line $53,328. Mr. ****** et. al, did not disclose increasing the sales price of the vehicle (of which we did not agree), strategically hid the the sales price, refused to print out loan documentation and disclosures, and has not returned any calls to their offices.

  Business Response

  Date: 09/22/2022

  The customer had a signed purchase order that disclosed the sales price and rebate. It is documented in the attachment submitted. 

  Business Response

  Date: 10/06/2022

  Attached is the purchase order the customer signed. 

  Customer Answer

  Date: 10/06/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  Business completely disregards the complaint and issue at hand as dealer fraud. 
  
  
  
  Regards,