ComplaintsforRairdon's Dodge Chrysler Jeep of Monroe

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October 2023 I went into this store to look at a 2013 *** 335i xDrive, car looked great besides the occasional wear and tear that normally comes with purchasing a used vehicle. Before I even went into the store to look at the vehicle the manager at the time *****, called me and assured me the vehicle was outstanding and had no issues. He told me and I quote "Im not even blowing smoke up your a** its the nicest *** we have had on this lot in a long time." so me being the type of person to give everyone the benefit of the doubt proceeded to book the appointment to go see the car. The two car salesman I had were overall nice people however they would brush off most of the concerns I had on the vehicle and assured me the car has been ran through the shop multiple times. With all of the people telling me the car is fine and it has been inspected multiple times I went ahead and locked in my purchase on the vehicle and was extremely excited. literally the next night after I purchased the vehicle my check engine light came on and the car started running strange. I reached out to the manager again and he told me to bring the car into the store so it can go through the shop again and they can diagnose what's going on. after maybe 15 minutes of them looking at the vehicle they pulled it out and told me everything was fine besides the o2 sensor was broken and told me to bring it to my personal trusted mechanic to diagnose any other problems on the vehicle and refer to third party *** forums to figure out what else was wrong with my car. they assured me the vehicle was drivable regardless of the check engine light being on, so I continued to drive it. A couple days later my car started to stall during idle and would jolt and stutter while I would attempt to drive it. I immediately called the manager ***** to let him know of what was happening and he immediately started blaming me for what was happening and claiming I was abusing the vehicle daily, he told me and I quote "I can not cover excessive abuse on the vehicle especially when you have had for 4 months." Keep in mind I have only had the vehicle for around 1-2 weeks at this time and he was lying to my face saying I was abusing the vehicle and had the vehicle for over 3 months. Now after realizing the trouble I am in I decided to take my vehicle to a trusted mechanic where he performed an oil change and scan. I was told from my trusted mechanic that my car has loads of metal shavings and brass in the oil and there are multiple fault codes active on the vehicle including transmission fault codes. The mechanic told me that the car was a "ticking time bomb" due to the fact that brass and metal in the oil were a clear indicator that the cars rod bearings were being torn apart from the inside of the engine. He also said that the transmission was most likely experiencing a fluid leak and that it was most likely gonna end up with me needing to replace the transmission. I asked for the cost of repair and I was quoted around $10,000 to fix everything and replace the transmission. I then reached back out to ***** to let him know what I found and sure enough I never got a response back to go over what options I had for the vehicle. Long story short it's been a while now and the car is worse than it has ever been and the transmission started to overheat and malfunction. I will never buy another vehicle from any ********* location even if they were the only car dealerships in the country , and I wouldn't recommend anyone reading this does either. Im aware I should've made this review sooner and not have let this slide for so long, but I am not the type to complain and write reviews on companies and to be honest this is the first review I have ever done. After having time to think, I finally dragged myself up to write this review not only for the sake of speaking my mind, but also to look out for any other young adult planning on purchasing a used vehicle from *********. Thanks for reading my review and I hope this helps.

  

  Business response

  02/29/2024

  We sold this as-is used vehicle to the customer after a thorough used vehicle inspection. The customer also took it to their own independent mechanic before the purchase. Several months later they came back in with a check engine light, which we agreed to help with out of good faith. At this point, there is nothing more we can do to assist the customer without payment

   

   *******************

  Sales Manager

  ********* of Monroe

• Initial Complaint

  11/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A few months ago I bought a nice truck, for a fair price from ******* in Monroe. I bought the drivetrain Warranty and a 2 year key replacement insurance as well. Very soon after I tried using the Key replacement insurance, but to no avail. I call twice a day every day for 2 months now. Its always busy. You can reach the roadside assistance, and concierge, which doesnt cover anything that is supposed to according to the contract. They just tell me to call the insurance company to make a claim. I do, and of course its busy. No messaging, no nothing. *** called ******* several times the last two months and I never get a call back. I called again today wanting my money back, and of course it had to go to corporate while they figure this out. Its a scam.

  

  Business response

  12/02/2023

  I have talked to this customer. He was unhappy and wanted to cancel the key coverage. I told him about the cancellation department. Then, because he stated he had been getting the run around,  if he would prefer to come in and sign a cancellation form. He wanted to do in person.  He has called my cell phone several times to say he was going to come in. He has not shown up. If this customer wants to cancel coverage he must either do so in person or fill out the form and send it in to us. 

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

  Sales Manager

  ******* Chrysler Dodge Jeep Ram of Monroe

   

• Initial Complaint

  08/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I took my Jeep Grand Cherokee into ********* Monroe on 7/19 for various warning lights coming on on the dash. I called ********************* the service manager because I had worked with him in the past due to a similar complaint on an issue that required service manager involvement. Because the same lights came on again I reached out to ****. I brought the vehicle in via tow truck and later on that day he called stating the *** wiring harness had been chewed on by a rodent. He also stated they found a rodents nest under the brake booster. ********** suggested I file a claim with my insurance as its covered under warranty. He told me to start the process with insurance and they will get pictures of the damage to provide. I filed a claim the next morning and my insurance company had been in contact with ***********************. A week goes by and I have received zero communication from the dealer on what the next steps are. I call and talk to **** who over the phone seemed shocked nothing had happened. I received a call from **** and I asked if he had taken photos. He seemed puzzled an insurance company would need to valid pictures of the damage. Still to this day no pictures of damage have been sent. There has been no movement on the repairs. Prior to bringing your vehicle to this dealer I would do your research. The communication I receive from my toddler is better than the folks who's job it is to repair our vehicles. You have to ask yourself if they can't communicate can they really turn a wrench.

  

  Business response

  08/10/2023

  Thank you for bringing this to our attention. We have reached out to ************** and are resolving his concern. He is now completely satisfied. 

   

  *********************
  Service Manager
  Dodge Chrysler Jeep of Monroe

  Customer response

  09/26/2023

  Please reopen complaint. Vehicle still not complete and same issues still present. Thank you. 

• Initial Complaint

  03/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/16/2022 I brought my vehicle in for a standard oil change. I drove my vehicle home, and the next day it would not start. I have now had my vehicle towed into their service department 6 times for not starting. Unfortunately, my extended warranty requires me to use their service department for any repairs. Each time I have had terrible communication and continued problems with my vehicle. They are incompetent, untrustworthy, and unwilling to admit any wrongdoing. I have tried talking to multiple people within the dealership and service department, and I end up being ghosted by all of them. I have gone in multiple times to look at other vehicles, and every salesperson I have worked with has either been fired, left, or stopped responding to my messages. At this point I have been paying for a vehicle the last 7 months that I have hardly had possession of. This has caused me to miss work, important ****************. In conclusion, Rairdons needs to take ownership for the damage they have caused to my vehicle and do the right thing in purchasing it back from me.

  

  Business response

  04/10/2023

  Car is finished and her dad came in on Friday and I spoke with him for a bit.  All concerns are resolved.  

  *********************
  Service Manager
  Dodge Chrysler Jeep on Monroe

  Customer response

  04/10/2023

   
  Complaint: 19621046
  
  I am rejecting this response because: My concerns are not actually resolved. I was told by my service advisor that the employee who worked on my vehicle the first 5 times was not as good and no longer works there due to his negligence. He told me I was so lucky that someone new was working there now and doing a much better job looking over my vehicle. While I do appreciate that a better set of skills are finally caring for my car, it means the previous 6 months of skills working on it were negligent. This is in line with how the service consistently was and the concerns I frequently voiced to various people at *******. I had to tow my vehicle in 6 times, I missed 132 hours of work, and my vehicle was in the service department for 119 days of the past 7 months. At the very least Id like to be reimbursed for the damages done to my vehicle by an incompetent employee, my time and wages that were lost and the multiple claims made on my insurance. I will also not be returning to have my oil changed by this establishment, despite having a service plan to cover this. I would also like to be reimbursed for the remainder of my service agreement plan as I dont trust having any further work done by this establishment.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  02/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In November 23, 2019, I purchased a used 2012 vehicle from this dealership unaware of their predatory practices and discrimination. I disclosed to the salesperson that I really needed a car and was concerned about running my credit, as it was less than ideal at the time. I was told in order for my financer, kitsap credit union, to approve to extend credit in this retail credit transaction, I would have to put down a cash deposit of $5,000. The the car was advertised for $8995.00. I unknowingly made an uninformed decision to give the dealership $5,000 believing I would not get the extension of credit otherwise. The dealership also pushed several warranty/ protection packages on to my total sales amount later finding out that the actual benefits and coverage the packages truly offered were not as advertised. The total sales amount including my $5000 cash deposit ended up being $1698.55. It was not until I was educated of my consumer rights that I realized I had been a victim of discrimination and predatory practices by the dealership. I feel I was targeted due to my socioeconomic status, race and gender as an African American woman. I am sure this dealership does not ask every potential customer with less than ideal credit to put down $5,000 in cash on every used vehicle. I since have called, left messages, filed complaints , and wrote letters to ***, the *** and to the Owner, and the Registered Agent of the dealership with no response or acceptance of guilt. I have talked to Kitsap credit union, and was told they never needed or asked for a cash deposit to consummate the retail credit transaction and extend me credit. I now know the dealership wanted that money. I was lied to then but now know my consumer rights. I am now demanding ********* accept responsibility, and as remedy, return the $5,000 cash deposit solely collected on the basis of predatory practices, discrimination, and TILA violations.

  

  Business response

  02/23/2023

  I am writing in response to the complaint submitted by ************;******. After reviewing ******************** documents, everything appears to be in order. Her $5,000 down payment is itemized as a reduction to the overall amount financed in both the Buyer's Order and the Retail Installment Contract, as is standard procedure in vehicle transactions. These agreements were reviewed and signed by **************** at the time of sale, and approved by ******************* (the institution financing the purchase). The down payment was already applied toward the purchase price of the vehicle, so it's not clear what basis there would be for a refund of that amount. We regret that **************** had a negative experience, but there was no improper conduct in this transaction. Please contact me if you have any questions or require additional information.

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

  Director of Finance

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

• Initial Complaint

  12/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 12th, 2022 I purchased a used truck (2015 Dodge Ram **** with less than ****** miles) from ********* of Monroe. When I got the truck home less than a week later, I discovered that underneath the rear drivers side seat, "the tool storage area," there was a green mold/mildew. I called and spoke with the manager, ***, to have this checked out and fixed. I drove my truck back down to Monroe and they advised me it was a common issue for the 3rd break light to leak, so they replaced it and advised me the leak was fixed. Less than a week later, more water was found in the same spot. I had my truck evaluated at a different dealership to find out the back window was leaking and needed to be replaced. I once again contacted the manager and was advised to bring my truck in again. I drove it back down to Monroe to have the back window looked at, and the paperwork from the shop stated, "recommend replace back window seal." This was an issue prior to me purchasing the truck as the underneath of the seats had rust damage. I also asked for them to replace my instrument clusters as it is intermittently working and had a burned out light. I was advised this would be replaced, and the deductible for the extended warranty would be covered. Months later I still have a leaking back window, a instrument cluster that shorts put and multiple other issues with this truck. I am asking for the dealership to stand true to their word and fix these issues. One thing that should also be noted is the dealership forced me to wait 30 days before they would even look at my truck so I could not return/exchange it as well as after the 30 days I could not get my extended warranty refunded.

  

  Business response

  02/06/2023

  We have tried to reach this customer to resolve his concern. *****, please reach out to ************************* so we can get ************ scheduled. 

   

  Thank you, 

   

  ******* Dodge of Monroe

   

  Customer response

  02/14/2023

  I have spoken with *********************** of ********* Chrysler Dodge ******** of Monroe. We spoke on 02-06-23. He advised me he was unaware that the issues had not been resolved. I did explain to him the repairs that needed to be done as my truck is currently in the shop still. He advised me he would have to speak the the ** and get back to me in 2 days. No return call as of yet. The current repairs are approximately $2,300 but they are trying to now pay for them stating that I should have brought my truck back to them, it's been over a month and the carpet issue could have been caused at my house, "even though it was purchased that way". I will be awaiting contact from ************* shortly I hope.

  

  Business response

  03/01/2023

  BBB, We were unable to get ahold of **************** for several weeks. We finally reached the customer and were able to resolve his concern yesterday. We are paying for the repairs on his vehicle. **************** said that he is satisfied and will withdraw his complaint. 

   

  **************** 

  General Manager

  CDJR Monroe

• Initial Complaint

  12/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I submitted an online credit application on Friday, December 9 in the morning. Confirmed with my sales person that the credit file had been received and discussed down payment options was assured that finance would reach out to me. Four hours later I needed to follow up with the sales rep again as I had not heard from finance, he stated they were busy and somebody would be in contact, two hours later I reached finance only to be told that they were too busy and somebody would call me back within the day. On Sunday, December 11 I called the dealership after my credit had been ran with a hard inquiry to learn that the jeep I was purchasing had been sold and nobody bothered to call me back. They are pulling credit with no intention of calling people back to make a deal. I would like this hard inquiry he removed from my credit.

  

  Business response

  12/21/2022

  12/3 ****** & ************************* visited the dealership to drive the Jeep they were interested in.  Informed the customer that there were some items that would need to be fixed on the Jeep prior to sale, and that our service department would complete.  The customer didnt want to complete a credit application and or place a deposit on the vehicle that evening.
  
  12/9 ****** & ************************* completed FULL online credit application from their home (which results in a hard credit inquiry)  Once application was received, the dealership did not send the customers application out to any lenders for financing, as there was a different customer in-store that was interested in the same vehicle and had already purchased it.
  
  12/11 ****** contacted the store to ask about financing, and we informed that the vehicle of interest had been sold prior to receiving the full credit application..
  
  I have been in communication with ****** and apologized for the lack of communication and follow-up.  I also informed her that the credit inquiries are automatically generated once an online application is completed.  Although, I will work with the customer to dispute the credit inquiry on her behalf, as she would not have applied for financing if she was aware that the vehicle she was interested in, had already been sold. 

  The customer has agreed to withdraw her complaint with the BBB

• Initial Complaint

  06/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my car May 8th and the finance department of ********* Chrysler Dodge ******** of Monroe added a service contract without discussing it with me first. I had told ***** (the sales person) clearly that I had not wanted a service contract. On May 10th I asked via email to cancel the service contract, I was emailed back the same day stating that it could be done once the required documents were funded by the bank. I paid the balance and closed the document but I have yet to receive my check for $3600. Second I found that the car was never cleaned, there was a lot rust that I had to personally clean (there is photographed proof of this), and the inside mirror was broken. I was told to bring the car and they cleaned the car and fixed the mirror. Once I brought the check to finish the remaining balance, they informed me that they hired new workers. Third is my temporary license expired June *******, I havent received my permanent license plate. I cant go to work because of this. I also have a lot of concerns about the car, the sticker of the car for the oil change is dated February 28 2022 or ******+ miles, and my car is currently at ******+ miles. I dont have any current maintenance record for the car. The rear window wiper of the car does not work. Under the engine, the heat shield is open, this car was never given a detail inspection. The spare tire also has a hole in it. I called so many times and every time I was told that someone named *** would call me back but he has not reached out to help me. It feels like hes avoiding my calls on purpose. I felt like I bought the car from an individual and not a dealership. I felt undermined throughout the entire process, I felt like I wasnt respected. Im not sure if its because Im a Black man or what but this is unacceptable. At this point, everything is out of my control, what I can do is make a public report.

  

  Business response

  06/27/2022

  I have been in communication with ****************, and we have discussed his concerns.  Here is our current plan of action.
  
  1. Flat ************** contract and provide customer with full refund (I emailed the cancellation department this evening)
  
  2. The vehicle was re-detailed to the customers satisfaction when he returned to the dealership with his check to pay for the vehicle.
  
  3. Coordinate/Schedule with service department and customer to return vehicle to dealer to perform the following: 
  - Repair rear wiper and visor light (under factory warranty)
  - Replace, mount and balance spare tire
  - Replace heat shield
  - Perform LOF
  
  4. Our accounting office mailed the license plates, and the customer received them this afternoon, and has affixed them to the vehicle.
  
  I have scheduled a follow up call with the customer for Monday, to coordinate a service appointment, and confirm with the cancellation department that the refund is processed.

   

  
  ***************************
  Vice ********** ****************** Automotive Group
  ************* Mobile
  ***************************

• Initial Complaint

  05/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please see attached letter sent certified mail to GM Robert B***, Owner Gregory R******, Registered Agent James A****, and WA ATG Bob F******* for my complaint. This letter, along with supporting documents, was delivered on 5/5/2022. I have contacted the dealership and left a VM with no response to this matter. This dealership has violated my federally protected rights, and I am seeking a remedy that is addressed in attached letter.

  

  Business response

  06/03/2022

  I am writing in response to the complaint submitted by ******* ******. After reviewing Ms. ******'s documents, everything appears to be in order. Her $5,000 down payment is itemized as a reduction to the overall amount financed in both the Buyer's Order and the Retail Installment Contract, as is standard procedure in vehicle transactions. These agreements were reviewed and signed by Ms. ****** at the time of sale, and approved by Kitsap Credit Union (the institution financing the purchase). The down payment was already applied toward the purchase price of the vehicle, so it's not clear what basis there would be for a refund of that amount. We regret that Ms. ****** had a negative experience, but there was no improper conduct in this transaction. Please contact me if you have any questions or require additional information.

   

  Robert B***

  General Manager

  ******* Chrysler Dodge Jeep Ram of Monroe

   *****************

   

  Customer response

  06/03/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  I was a victim of malicious practice by this dealership implying that a cash deposit was required by kitsap credit union in order for me to receive the proper Financing to purchase my vehicle which in fact is incorrect. By law, a financial institution cannot demand any cash or cash comparables as it relates to this retail sales agreement. Kitsap Credit Union did not require a cash deposit in order to extend me credit. It was false request by the dealership itself. The finance charge is the "sum of all charges" which in my retail sales agreement shows several varying values in its total.GM Robert B*** has made no effort to return any of my calls, or resolve this matter. I will continue to pursue this issue, and hold this dealership responsible for their deceptive tactics, and their willful neglect in advising me properly on the true requirements, or lack there of, to receive financing by Kitsap Credit Union.

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

  *****All supporting documents redacted by BBB*****

• Initial Complaint

  04/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  took my car in for a recall and oil change on 4-12-2022. Spoke with ****** (service advisor) about another issue the car had been having. It had been not starting. Battery, alternator, starter all good. Doesnt appear to be an issue with the fob (new battery) or security system. Seems to be car is in Park but not registering as in Park. I ask if the recall for the shift cable may be the issue? ****** was going to ask the mechanic. ****** came to the waiting room and told me no that could not be it. She also stated that my car had no coolant and they had no idea where it was leaking because it was all over. I stated the car drove fine. I had heat and it was not over heating. Also there was no coolant all over on Sunday before (last driven) Or in the driveway. ****** stated that it wouldnt leak until it got under pressure.There was code so they pulled those and found a needs replacing. $170??Also ****** stated they had filled my coolant and done a pressure check. $60. Lower hose leaking.They were going to see if they could get the car to not start for them and try to get a code.I left the car there assuming that they would and also that the hose would be replaced. I called on April 14th 1:12pm for status. ****** stated they still didnt get a code for not starting.****** called April 14th at 5:20pm asking if the mechanic could drive it home to try to recreate and get codes for not starting.I called ****** April 15th at 2:20pm for status. Still nothing. ****** wanted to drive it home and try it more often to see if she could get the codes.I assumed ****** would be in to work Saturday and told her I will pick up the car Monday and talk to her.I called ****** at 2:23pm April 16th to find she didnt work and my car was not there.I requested ****** call me Monday morning around 8am so I can come get my car.I called April 18 at 9:36am and 10:50am. No work was done, Drove to another shop. NO Leak and no one had ever opened the cap. Rairdons will not return calls

  

  Business response

  05/04/2022

  BBB, thank you for bringing this issue to our attention. We invited ***** into the store today and were able to provide her with a refund as well as a credit toward future service.She is now completely satisfied and stated that she will be removing her complaint.

  Customer response

  05/17/2022

  Reirdons / Bob invited me to come in and we went over the paperwork and management took my car to be reevaluated.

  I was given an apology and refunded for work not done.

  I am satisfied with the refund.

   

  Thank you,

   

  *****

   

*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. ↩