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:07/30/2024

  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've had a safety recall on my car for months and have received mail letting me know that my recall resolution is available. Despite making appointments online and calling the dealership over multiple months and multiple times, I receive no information on recall resolution or an appointment to resolve the recall. I can not stress this enough, the recall is a safety concern and I have to park my vehicle on the street because of the issue.

  Business Response

  Date: 08/26/2024

  Dear BBB,

  **************** has a U90 recall. It is not a safety recall. It is a emissions recall. The parts were on back order. When **************** called in, he was extremely verbally abusive to my staff. It was so bad that my service manager had to take the call over. When he got on the phone with her, she offered to make an appointment for him. She said he used the * word and said he was going to take his car to ******* and hung up the phone. We assumed that's what he did.

  Respectfully,

  Dwayne Lane CDJR GM

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 22065153
  
  I am rejecting this response because this is an incorrect recanting of the incident. 
  

  This was my 4th attempt on getting a resolution for the recalls. There were 2 btw, not just 1. 
  

  To reiterate the timeline:

   

  1. I booked an appointment online with full details of my car and recall. Upon showing timely for my appointment, I was received by a rude service representative that had no interest in helping and told me I h*** order the parts and call me when theyre ready.  I waited for 2 months without any calls or response.

   

  2. I then called back after 2 months and the person on the call said that they are ordering the parts, no knowledge of what happened before and that theyd call back when the parts are ready. Again, I never received any further communications for weeks, maybe even a whole month.

   

  3. I then called back again and this time someone said they couldnt do anything on a Saturday and to call back on Tuesday when theyd be working. I called again on Tuesday and asked for the same person and was told that the same person can not book recall appointments.

  Till this point in time I was very calm and nice to everyone but after the frustrating responses, I got upset.

  4. This is when someone hung up on me after I asked to speak to their manager.

  5. I then called back angrily and was on hold for minutes before any manager showed up, by which time I had decided that I did not want this kind of service. At this point, I said frigging and not f word as the business claims. Show the call records if you have them, Im sure calls are recorded and told them I would not need their services. This business is a leech on our community.

  Seattle Jeep was able to resolve the 2 recalls within 10 days.  

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/16/2023

  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 called Dwayne Lanes at the beginning of April to make a service appointment for my wife's 2020 Jeep Compass after experiencing numerous issues (5) while it is still under warranty. I took their first "available" appointment for warranty work appointment on May 8th. When I arrived I had to initiate a conversation with a very unfriendly service advisor sitting at the end of the counter. She looked in the computer and told me I didn't have an appointment. Are you kidding me? (I am an executive for a large multistate retailer and always do everything by appointment). After not hearing back for two days I called back to find out what the status was. My wife and I were rudely told what was causing two of the issues. The biggest issue I brought the vehicle in (loud clunking) was never addressed. This needs to be explored and addressed before the warrant expires!

  Business Response

  Date: 05/26/2023

  Concerning **********************,
  
  
  
    I spoke with ********************** after his first visit and he agreed to come in and go for a road test with **** the shop ******* to try and identify the problem. After the road test ********************** agreed to leave the vehicle with ** so we could try to identify the problem on cold starts when it seems to present itself the most. During that visit we found a Software update for harsh shift improvement, after performing the software update we did a quick learn procedure on the transmission to re-learn its shift points. On 5/25/23 ********************** returned stating that the issue was still present. I explained that for up to 500 miles after a transmission quick learn you may still feel some disagreeable shifts as the transmission is learning to shift based of how the customer drives. we agreed that if by ****** miles it had not improved that he would bring the vehicle back in for further diagnostics. ********************** was satisfied with this plan and we will proceed with this course of action moving forward. 
  
  
  
  
  
  *********************;| Service Manager
  **************
  Dwayne Lane's Chrysler Jeep Dodge Ram
  ***********************************************************

• Initial Complaint

  Date:04/12/2023

  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.

  Last September (2022), my husband took his dodge **** diesel truck in for an oil change- just an oil change. When he got the truck back, the A/C all of the sudden wasnt working. The A/C worked fine before as it had been a hot week, and he had run it the night/morning we took the truck in. At first, ****** Lanes admitted their mistake and took it back within two weeks of original oil change. They fixed a few minor things on the A/C per their report. However, within 48 hours, it stopped working and Freon leaked everywhere. We have been trying to reach *****- the service supervisor for MONTHS with him never calling back. My husband opened a case with the company and basically they said too bad- your problem. There was no coincidence. So now, we are going to be stuck with a bill we were not only not expecting but also one in which we have no responsibility for causing. Im so disappointed on their lack of integrity, responsibility, and their utter lack of empathy. After I wrote a poor review on their ********* I was contacted by their robot, ******** who just repeated itself, and was incredibly unhelpful.I really thank you for your time. We hate feeling like we cant trust anyone to fix our vehicles. Customers should not feel like theyre going to be taken advantage of after spending an insane amount of money to have a reliable vehicle.

  Business Response

  Date: 04/21/2023

  Our Service Manager has spoken to ********************** several times, his vehicle came back after and oil change service for an issue with his airbox that he claimed we had damaged when inspecting his engine air filter and a connector on an a/c valve that had supposedly been damaged as well. Despite the fact that none of this "damage" was likely cause by us , we went ahead and replaced his air box and wired in a new connector for him. He called back a few days later and said that his a/c still did not work. I had him bring the vehicle back in and we inspected his a/c system and found the A/C compressor had a leak. At no point were we anywhere near his compressor and nothing we could have done during a routine oil change would have caused an a/c compressor to leak. I explained this to ********************** several times and he was extremely combative. I offered to start a claim with his extended warranty and even cover the deductible on his contract again despite having no responsibility for the repairs. Unfortunately his extended warranty had expired by time and we unable to help. I informed ********************** of this and he again insisted that we cover the cost of the repair to which i declined and provided him a verbal estimate for the cost of the repairs. This was the end of our interaction.  
  
  
  
  

• Initial Complaint

  Date:02/24/2023

  Type:Order 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.

  *************************** misrepresented dwaynelanedodge by first agreeing to accept a valid, IRS-approved 1099A Tender of Payment for a new vehicle, then a week later reneging, saying to me over the phone, something to the effect of... he/dealer never really intended to go through with my lawful and legal 1099A Tender of Payment method. A retail vendor has no authority to discriminate against or reject any form of Legal Tender of Payment, which includes instruments such as Promissory Notes, as well as IRS 1099A/C. I have a Trustee/witness to these facts and an Affidavit to such effect can be made available.

  Business Response

  Date: 03/08/2023

  My conversation with the buyer directly was:
  
  I am not familiar with this attempt of funding and the steps involved to initiate payment for vehicle purchase.   I have never been in direct contact with claimant.  I requested to another individual with a related transaction that a specific detailed list of instruction be provided to eliminate any application funding omissions or errors to delay his anticipated payment from the US Treasury.  After personally watching generic and unofficial videos of the process, I needed more information and instruction.   I also requested that the proper forms be submitted to the dealership on both buyers behalf.  Two forms; ****-A and ****-OID appear be the responsibility of the buyer. 
  
  I later received an email from one of the buyers (Not *********************************) supplying me with forms, however, they were not original and only for information purposes only.  I requested the Sales Mgr contact the buyer (Not *********************************) to request original authorized IRS forms be completed and forwarded to me directly.   Since, there has been no further contact or submission of required forms. 
  

  Customer Answer

  Date: 03/08/2023

   
  Complaint: 19495060
  
  I am rejecting this response because:I CAN NO LONGER VIEW THEIR RESPONSE - NOT SURE WHO IS ANSWERING - *************************** TOLD ME HE ASKED HIS PEOPLE IF WE COULD PROCEED WITH 1099A AND HE SAID YES, THEN ABOUT A WEEK LATER, AFTER I HAD SECURED A DOWN-PAYMENT OF $1000, HE SAID THEY WOULD NOT BE ABLE TO DO THE TRANSACTION AS REQUESTED - NO EXPLANATION, HENCE THIS REPORT.  THEIR IGNORANCE OF THE *** IS NOT EXCUSE, AND IS NOT TOLERATED.  

  THIS LLC IS HEREBY REQUIRED TO STATE THE ACTUAL ***FUL/LEGAL PREMISE FOR THEIR DISCRIMINATION AGAINST MY TENDER OF PAYMENT.  THEY ARE GIVING EXCUSES - CAN "******" PROVE THEY KNOW THE ACTUAL ***?  THIS ENTITY ADMITS TO RELYING ON/USING UNKNOWN SOURCES FOR THEIR GUESS-WORK, INSTEAD OF WHAT THE ACTUAL CLIENT SAYS.  ATTACHMENTS = TWO IRS-APPROVED 1099As FOR TWO ROLLS-ROYCES - FOUR 1099As ON FOUR MUNICIPAL COURTS TOTALING $60M = $20M REAL ESTATE PURCHASES = OVER $100M IN IRS-ACCEPTED 1099As TO DATE:  WHAT ARE THEY TALKING ABOUT???
  
  Sincerely,
  
  *********************************