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:06/19/2025

  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.

  Chrysler Pacifica Engine Failure Consumer Dossier 1. Summary of Dispute Consumer: *********** ******* Vehicle: 2018 Chrysler PacificaDealer: Renton Chrysler Dodge Jeep Ram, WA Complaint #: ****** (WA Attorney General)Nature of Issue: Confirmed internal engine failure cylinder wall scoring Chrysler has denied goodwill assistance based solely on warranty expiration, despite documented failure trends in the 3.6L Pentastar engine. The dealer confirmed internal damage, returned the vehicle unrepaired, and provided no reasonable repair or trade solution. The consumer formally rejected the proposed partial offer and escalated the matter through state and federal consumer channels.2. Timeline of Key Events - May 2025: Engine issues presented at Renton CDJR - Dealer confirms scoring in engine cylinder; vehicle returned unrepaired - May 27, 2025: Complaint filed with WA Attorney General (#******)- May 28, 2025: Dealer responds, deflects responsibility to manufacturer - June 17, 2025: Chrysler/Stellantis denies claim via AG response - June 18, 2025: Consumer formally rejects offer as inadequate - June 2025: ***** complaint filed; BBB Auto Line arbitration process initiated 3. Positions of Parties Manufacturer (Chrysler/Stellantis):- Denied goodwill based on warranty expiration - Ignored known Pentastar engine failure pattern Dealer (Renton CDJR):- Diagnosed engine failure but failed to escalate - Proposed repair cost: ~$16,450; Chrysler covers $8,361, dealer $1,250; consumer responsible for ~$6,840 - No loaner vehicle guaranteed unless repair paid for - No formal repair or trade-in assistance offered beyond minimum Consumer:- Claims engine defect is manufacturer liability based on known design failure - Rejected cost burden for a factory-related failure - Filed AG complaint, ***** report, BBB Auto Line arbitration; continues pursuit of fair resolution

  Business Response

  Date: 06/19/2025

  See same response to Attorney General now for the BBB.

  Dear Consumer Resource Specialist:
  
                  We received your June 11 email regarding this complaint. We previously timely responded to this complaint on May 27.
  
                  Mr. ******* is not the purchaser of the vehicle. As stated in his response, he is acting on behalf of the actual purchaser. 
  
                  As we previously stated, the buyer purchased a 2018 vehicle that was no longer under manufacturers warranty as of the date of sale. The buyer drove the vehicle for approximately ***** miles without mechanical issue. Because of the high miles driven, the service contract expired after the buyer drove the vehicle for ****** miles.
  
                  As a courtesy to the buyer, we previously offered to work with the manufacturer to try to obtain a goodwill reduction in necessary repairs. Unfortunately, the buyer was unable to provide maintenance records for the vehicle confirming the buyer properly maintained the vehicle while driving it for approximately *****0 miles. The manufacturer requires maintenance records confirming proper maintenance to consider a goodwill repair. If the buyer disagrees with the manufacturers policy, the buyer should contact the manufacturer directly regarding her concerns.
  

• Initial Complaint

  Date:06/05/2025

  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 own a 2018 Chrysler Pacifica with less than ****** miles. A check engine light came on and I had a friend read the code: cylinder 5 misfire. I brought it to the dealership. They told me it was 299 + tax to diagnose. They asked if I had a warranty and when I said yes, they said they would send any repairs to the warranty. The warranty initially indicated they would cover. They contacted me the next day, said they tried to replace the spark plug/coil and check engine light was still on. They indicated warranty said they wouldnt cover as it was a wrap policy. They sent a list of recommended services. Included head gasket replacement, for a minimum of $4,230. They said repeatedly this was minimum and it could be more if they had to straighten out the engine block. Quote included tire rotation, tires are only a month old so I became suspicious. I asked them to show photo of what they were seeing and they sent me photos, said it showed coolant in the cylinder. I zoomed in on the photos, noted the date of 9/11/24. I told them I would take the vehicle elsewhere for a second opinion. When I arrived, they tried to charge me an undisclosed toxic waste fee which I disputed in the moment and they removed. I then looked under the hood and discovered a lot of debris on the engine cover, including evidence of a rat! I do not believe that they could have done diagnostic work they claimed & still have this debris on engine cover. I took vehicle to a different mechanic. He did compression check, changed spark plugs/coils and did oil change. This cleared the check engine light. Mechanic confirmed no way that they took the engine cover off given all the debris on it when brought to him. Including photos for reference. Last two photos are after I took it to different mechanic for repair. I believe Service inflated what they said was needed since I am a female. I believe they were attempting to bill extra to the warranty and then to me when the warranty didnt cover.

  Business Response

  Date: 06/06/2025

  At Renton CDJR, we are committed to delivering complete customer satisfaction. We regret that we did not meet Ms. ******* expectations during her recent visit. While we respectfully acknowledge a difference of opinion regarding the diagnosis, we stand by our assessment.
  However, in the interest of maintaining a positive customer relationship and upholding our commitment to service, we will be refunding Ms. ******* diagnostic fee.

  Thank you 

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

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23432520
  
  I am rejecting this response because: The business stated that they would reimburse me and sent me a check but not the full amount. The customer experience manager told me two days ago that there were photos that confirmed that they opened my engine and he would email them to me and he did not. When I called about it again today, he told me he did not email the alleged photo proof and transferred me to the service manager for additional support. 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 06/26/2025

  Renton CDJR stands by its original diagnosis. An additional $9 credit card fee was identified and has been reimbursed to the customer via check. Once the check is cashed, Renton CDJR will consider this matter resolved and closed.

• Initial Complaint

  Date:01/31/2025

  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.

  2014 Jeep Grand Cherokee, ******* miles. I had a VERY slight whine in what I thought was a front wheel bearing. It has been humming for over a year. Since the car had 3 recalls due, one that prevented us from selling the car (using it as a trade-in), we took it in before Christmas break for those recalls and for the service department to JUST diagnose which bearing was humming. Upon returning from 2-week break, they said the car was ready and it was an internal bearing in the front differential whining. When we got in it to drive it home, there was a new error light on the dash, and when we attempted to move the car, there was a loud metal-to-metal gear grinding from the front differential that was never there. I am certain that they drained the oil then moved it on the lot before refilling it, if they even did refill it, but cannot prove it and wish I had checked it. They then told us that we needed to purchase a new or used differential for $2000 or $4000 approx. Then they told me that an electronic drivetrain module would need to be replaced for another large sum. They said that they may have to also replace the transfer case, and after all of that could not promise that it would be driveable after $8000 worth of repairs. They refuse to take any responsibility, so I had to have the car towed on a flat-bed truck to a junkyard losing a car that was valued at approx $7000 that I was hoping to use as a down payment/trade in on a new car as soon as I got it back. I had to buy a new car with no trade in and no down payment. I know it is highly unlikely, but it would be nice to be reimbursed for at least a portion of the damages.

  Business Response

  Date: 02/03/2025

  Thank you for reaching out and bringing your concerns to our attention. We understand how frustrating this experience must have been, and we apologize for any inconvenience caused. Its always our goal to provide top-quality service and clear communication, so we regret that the situation didnt meet your expectations.
  Regarding the issue with your 2014 Jeep Grand Cherokee, we understand that the initial diagnosis was for a possible wheel bearing problem, but upon further inspection, the front differential was identified as the source of the noise. It's important to note that our team did follow standard procedures for diagnostic testing and any work performed. However, after the two-week break, we did recognize that the additional grinding noise and error light upon pick-up were unexpected and understandably concerning.
  As you mentioned, we do recommend the replacement of the differential and other components, as this was what was found during the inspection. Unfortunately, due to the severity of the damage and the required repairs, which may have included the drivetrain module and potentially the transfer case, the cost of repairs could exceed the value of the vehicle.
  We want to clarify that no service was performed on the differential without your prior knowledge, and we do apologize for the inconvenience it caused. Our service team is committed to providing accurate information to help you make the best decisions moving forward.
  While we understand the financial hardship this situation has caused, we do want to acknowledge your frustration and disappointment. However, after reviewing the circumstances, we are unable to take responsibility for the damages and losses incurred in this instance. We value your feedback and are continually working to improve our service processes.
  We regret that we could not meet your expectations, and we truly hope that your new vehicle brings you much more satisfaction.
  If you have any other questions or need further clarification, please don't hesitate to reach out.

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22884876
  
  I am rejecting this response because:

  This response to the BBB sounds like an admission that your service broke multiple parts of my vehicle. It was brought in to diagnose a very quiet bearing hum, and was no longer driveable with multiple broken parts that were not broken when I dropped it off for the diagnosis. Notice, I did not say "repair", since I simply wanted to know approximately where the noise was coming from, and no repairs were authorized at the time. It is highly unlikely that a slightly humming bearing would immediately become a catastrophically failed front differential, drivetrain module, and transfer case as soon as your service department looked at it.

  Since I was initially bringing the vehicle in for recall jobs, which were preventing me from selling or trading in the vehicle, I was forced to bring it to you for those repairs. How it went from those repairs to a completely unuseable car is beyond my comprehension, other than someone making a mistake during service that led to this further damage.

  In no other consumer situation would something like this happen. When something is brought in to be fixed, it should come back to the consumer, at the worst, as broken as it was when it went in for repair. Not $8000 MORE broken and no longer able to be used or sold/traded.

  I have seen other complaints on your website where similar situations have occurred at your service department, and while I was there having my vehicle towed off, I noticed a parking space where a service technician drove a car in the lot with oil draining out of a differential. This very well could have been my car, but it had been moved before I could verify that this was the case. Regardless, it shows that you have driven cars with the oil draining out at least once, and possibly with my vehicle.

  I find it completely unacceptable that I brought something in for a minor diagnosis and it came back completely destroyed. Just because you are a big business does not give you the right to walk over your customers and put them through this sort of miserable situation, and further, blame the customer for the damage.
  
  Sincerely,
  
  ***** Codon

• Initial Complaint

  Date:12/15/2024

  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 just had my van serviced by the above company for repairs. I was advised by ****, who was a service agent, that THIS and That needed to be fixed so I agreed with him and asked him to get my van fixed. Today (Sunday) while driving the SIGN came back that has to deal with AUTO STOP AND START When I dropped my vehicle for repair, I had mileage as of ***** and today when the SIGN came on my mileage was *****. So, driving for 155 miles and the SIGN coming on is unacceptable. It tells me that repair work was not properly done and honestly, I don't know if everything was fixed properly or not. I paid with finance $6482. I need this company to refund my $299 or fix my car ASAP please. This is the only vehicle I have and pretty much CDJR of Renton will come up with something else saying that this needs to be fixed. They are just making money by ripping up customers. Please I need this be fixed, Will appreciates for looking into it.

  Business Response

  Date: 12/17/2024

  Thank you for bringing this matter to our attention. We value all customer feedback, as it helps us improve the service we provide. We apologize for any inconvenience or frustration this issue has caused.
  We have reviewed the details of the complaint and would like to clarify the situation. Our service agent, ****, discussed the necessary repairs with the customer before proceeding. As part of our thorough diagnostic process, we performed the agreed-upon repairs. However, we understand the customer's concern regarding the Auto Stop/Start system indicator reappearing after the repair. We take this matter seriously and have initiated an investigation into the specifics of the repair work performed. It is important to note that some issues may not always resolve immediately, even after repairs, due to underlying factors that can only be fully identified during post-repair operation. We are committed to ensuring that the vehicle is fully repaired and operating correctly. We would like to offer the customer a follow-up appointment to inspect the vehicle further and determine if additional repairs or adjustments are needed. We will ensure that the issue with the Auto Stop/Start system is addressed promptly and thoroughly .We understand the customers concerns regarding the cost of the repairs. We are willing to discuss the possibility of a partial refund or an adjustment depending on the outcome of the inspection and any necessary further repairs.
  We would appreciate the opportunity to resolve this matter to the customer's satisfaction. Please have the customer contact us at their earliest convenience to schedule the follow-up appointment. Our goal is to ensure that the vehicle is properly repaired and that the customers concerns are addressed promptly.
  Thank you for your time and attention to this matter. We value the opportunity to serve our customers and are dedicated to ensuring their satisfaction.
  Sincerely,

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

  Customer Answer

  Date: 02/27/2025

   My car stopped on the freeway today after the sign came on the dash board. I have to restart my car. I called and left messages for the service department to contact me. **** ***** contacted me back saying that it's not a big concern that the sign came on, it's still drivable. I have enclosed his text and mine as well. Please read. I told him that I will contact BBB in regards to this issue. I did tell him that I am not threatening him but definitely I will complain. He said according to the text that I am threatening him and he will ask his legal team to contact me. I have a big concern here that I spent $6482 on repair cost at CDJR and in return my car didn't get fixed. Fells like it was a temporary fix. I told him also that I can still smell oil inside my car. All I need is that the service manager to contact me and I need my car to get fixed please after spending $6482.00. For me it is a big amount. I need this to be resolved please. It is not my work place that I have to be there every day.

  Desired Resolution:

  Repair

  
  

• Initial Complaint

  Date:07/16/2024

  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 bought a used Jeep from Renton CDJR. I was told by the salesperson and finance manager that because of the age of/miles on the vehicle, the manufacturers warranty still applied. The signed and completed sales paperwork also states that the manufacturers original warranty still applies. However, I recently had my car serviced at another Jeep dealership where I found out that there is no warranty and there never was because the warranty was voided when the vehicle was imported from ****** and that the warranty cannot be transferred to the **. I confirmed that the car had no warranty because it came from ****** with FCA US, FCA Canada, Mopar US, Mopar Canada, and Stellantis. There are previous reviews on ****** that also mention this issue, so it is something Renton CDJR should have been aware of (even though a salesperson who answered the phone one of the times I called said hed never heard of that). I tried to give the dealership the opportunity to make this right, but neither the finance manager (who also previously ignored emails from me on a different issue) or the general manager have responded to my voicemails. I also tried to speak to a sales manager who never picked up. I reviewed the business on ****** and Yelp and shortly after this I was contacted by their customer service representative who offered a discounted extended service contact, but this still costs thousands of dollars and excludes important components of the manufacturer's warranties that I should have had originally. Communication from them has also been poor.

  Business Response

  Date: 07/17/2024

  To Whom It May ****************************** the first notice of an issue, our customer service representative has been in contact with **** and has been trying to come to a resolution. They have talked a handful of times, and we have left another voicemail for **** this morning. We are happy to give the customer an extended service contract at our cost. We will wait to hear back and our General Manager **** will be giving her a call today to follow up.

   

  Thanks,

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

  Controller

  Customer Answer

  Date: 07/25/2024

   

  The resolution has not been completed. The customer service representative and general manager called on 7/17/24. I had some questions about the extended service contract they were offering and I was told they would call me back on Friday, 7/19/24. Today is 7/25/24 and no one has called me back yet.

   

  Thank you,

  ****

  Business Response

  Date: 07/29/2024

  On Friday, July 26th, our General Manager had another phone call with ****. We purchased her a vehicle service contract that she is happy with and we now consider this issue resolved. 

   

  Thanks,

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

  Controller

• Initial Complaint

  Date:06/08/2024

  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 am writing to BBB, Looking for help with a vehicle I purchased from Renton Jeep Ram Dodge Chrysler **** regarding an issue with my front and rear powertrain defective factory parts that were installed on my new car, a car that I was driving until I noticed that something was dangerously wrong and before I could cause any accident that for sure could have ended up injuring myself and others I decided to take the car immediately to the dealership where I brought it to allow them to inspect the car and see what it was wrong.After the inspection, they informed me about those defective parts that were installed by the factory never making any recall for it, parts that I have mentioned to you before.Not able to use my car while those parts are delivered due to safety concerns the dealership has called me explaining that I will have to pay ***** dollars to cover part of the new parts price not giving me any good explanation of why the factory is not honoring its new car warranty that is active to the date, why? I've also been trying to reach out to them for 3 weeks prior to them notifying me of the cost and no response. Suspiciously, Over the past 3 months prior to this mechanical issue, ive been sent extended warranty offers to buy, but I kindly declined over and over again. Felt like they knew this part was going to fail, and knowing I had plenty of time with my factory warranty to resolve this factory convered powertrain issue so I wanted to proceed with my factory coverage. Thank you for taking the time to read my complaint.Sincerely,*********************** 06/10/2024

  Business Response

  Date: 06/12/2024

  To Whom It May ************************************ this is in regard to the service completed on May 7th, 2024- specifically related to ********************** issue related to his brake pulsation, upon inspection it was found that the brake rotor run out was excessive- normally caused by overheating of the brakes. Per manufacturer guidelines, brakes are covered for 1 year/12,000 miles from the original date of purchase. We tried to claim this under warranty but was declined. If you have any further complaints about this repair not being covered, feel free to reach out to the manufacturer. 

   

  Thanks,

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

  Controller

  Customer Answer

  Date: 06/15/2024

   
  Complaint: 21821833
  
  I am rejecting this response because:

  You should have resolved this with the manufacturer and explain to them that I will not pay a dime for defective parts that should be covered by them. Building cars with defective parts that could cause a serious accident should be known by the US Supreme Court. So is this the way DODGE is building cars and treating costumers? This is a huge safety concern and I will not drive this car until it is fixed. Shame THIS NEW car and customer is being treated like this. This my first dodge and here I am. 

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

• Initial Complaint

  Date:03/11/2024

  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.

  They had my vehicle from Nov 13 2023- Feb 28 2024 for transmission repairs. The dealership held my car for an exorbitant amount of time, citing the delayed delivery of a part necessary to fix my vehicle. After three months, I was finally told that the part that I was waiting on had been discontinued the entire time. It's unacceptable that they failed to inform me beforehand that the part had been discontinued, leaving my car stranded in their possession for an extended period. The lack of communication regarding the status of my vehicle was appalling, and I was constantly left in the dark about when I could expect to have my car back. This started with a service advisor that already had terrible communication only to learn that she had been separated from the company likely for similar negative feedback. In the process of waiting for this part that did not exist in the first place, I have paid over $2,100 in rental fees after previously being told that the dealership would provide me with a loaner vehicle.To make matters worse, right after I finally received my vehicle back from the dealership, the engine light came on. This indicates to me that the supposed repairs were either not done correctly or that there are additional issues with my car that were not addressed during the extensive time it was in their care. Also, after the service manager, *******************************, told me that at the very least, my vehicle would be detailed as some sort of compensation, I received my vehicle back in the same, if not worse, condition than I dropped it off in. My vehicle chle was NOT detailed and because it had been sitting for so long, there is now mold growing all throughout the ceiling in my vehicle.After picking up my vehicle, although I have received approximately 4 messages about leaving reviews, I am now experiencing trouble getting in contact with the service manager to settle compensation and further inspection and maintenance on my vehicle.

  Business Response

  Date: 03/12/2024

  To Whom It May ****************************** have gotten in touch with the customer in order to resolve this issue. We currently have the customer's car in possession for a detail and further inspection. 

   

  Thank you,

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

  General Manager

  CDJR of Renton

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

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

  Customer Answer

  Date: 03/20/2024

  Renton CDJR rectified the situation by completing the detail that was promised and checking and fixing the engine light at no cost. Thank you. 

• Initial Complaint

  Date:02/29/2024

  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 purchased my jeep wrangler on 10/31/2021 for the price of $70544.49, today I was over pay for more than $5000.00. I have contacted the dealer a multipal phone calls, no one was able to transfer me to the sales manger. I have also leaved messages to the accounting ***** and so far no one has contacted me. they promosed me the loaner car when I purchase my car in 2021.I have also paid for the extend warranty for $4875.00 and since I have moved from ******* to **********, they couldn't find the extended warranty in the the system. I have been have so much problems for the car and when I brought it to the dealer in **********, they wouldn't give me a loaner car, and also they can't find my extened warranty that I paid for. And now, on top of this, I found out the dealer has over charge me for over $5000.00. I have the purchase agreement to proof. My customer# ****** and dealer #****** I am very frustrated, and I am seeking your help. Thank you very much for your time, please contact me anytime. My phone# ************.

  Business Response

  Date: 03/11/2024

  To Whom It May ****************** you will see with back up provided here, that the customer did not pay $5000 more or too much for the vehicle she purchased.
  She paid MSRP, which reflects on the vehicle invoice provided and on the customer's Buyer's Order. We also confirmed that her *************** Contract is still active.
  
  I also reached out to the customer via email and voicemail explaining the same information. She can reach out if she needs to. 
  Please reach out with any questions, concerns, or anything else you need us to do here. 
  
  Sincerely,
  
  ***********************
  
  
  General Manager
  Renton CDJR
  Office Direct:************
  ***************************************
  

  Customer Answer

  Date: 03/12/2024

   
  Complaint: 21368241
  
  I am rejecting this response because: I did received a call from general manager **** on 03/01/2024, I missed his call because I was at work, since I have been trying to contact him and leave multiple messages for him to call me back, but he has not call me.

  please see attached heighted lines, when I purchased the car for the price was for 57990.00.  I have put down $2K down payment that was not credit in this contract. and then see line from 5-7, it should be 0 with their + and -. the total price should be line #** $65654.79. they charged me additional $4879.70. which is in correct amount. the total price is $65654.79-$2000 credit = my price should be : $63654.79 not $70544.49....

  Secondly: the dealer in ********** said they would not see the extended warranty for the amount 0f $4875.

  3rd: the sales person told me that purchase this new car is included a loaner car when I bring the car to dealer for service the first 4 years. this is not the case since I moved to **********. 

  Thank you very much for your time.

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

  Business Response

  Date: 03/20/2024

  Hello,

   

  I apologize for it being difficult to connect.

  On the left side on the contract, it shows that you had a negative equity on your trade in of -$14,558.70. The $4,879.70 you are referring to is your down payment of $9,679 less the net trade in allowance of -$14,558.70 causing you to owe $4,879.70.  

  As far as the service contract goes, we show it is still active. You can call Assurant at ************** if you have any concerns. 

  We offer customers who buy a car with us the use of loaner cars while their car is in service. This is something we do to say thank you to our customers, but it is not something that other dealerships would honor. 

  Thanks,

  ***********************
  Renton CDJR
  Office Direct: ************
  ***************************************

  Customer Answer

  Date: 03/20/2024

   
  Complaint: 21368241
  
  I am rejecting this response because thank you for your respond to my concern, however the left hand side allowance on trade in of ********* was just the paper work the sales person presented to me so I can get a better interest rate for my car. therefore from the right hand side of line 5 to 7 it should be line 5: $9679.00, line 6: -$14558.70, line 7 it should be $4879.70. this will make a zero out. But you made a mistake to put a negative In front of line 7. Therefore you made me owe you $4879.70. The point is this should be $0.00 from line 5 to line 7. Because I have never trade in a car with you. non of this should happen. Line 5 to line 7 should never be existed. So therefore, positive and negative from that line eventually should be zero. Someone is doing this math incorrectly. 

  Secondly, I have put a down payment of $2000.00 for this car, I do not see a credit on my order.

  Thank you

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

  Business Response

  Date: 03/20/2024

  Good afternoon,

   

  There seems to be some confusion here. You originally purchased a vehicle with us on September 5th, 2021. It was a 2020 Jeep Wrangler- see attached buyer's order. On this buyer's order you will see the $2,000 down payment credited to this transaction- that must be what you were referring to.

   

  Then, on October 31st, you traded in that 2020 Jeep Wrangler, and purchased a 2021 Jeep Wrangler which is the transaction you have been referencing this entire time. As you can see on the 10/31 transaction, line number 7 says "total credits -$4,879.70" which is the balance of your $9,679 down payment and your -$14,558.70 negative trade equity from the previous vehicle purchased. This number is actually an amount that you owe, if it was a positive number, it would be subtracted from your balance, but in this case it is added to your balance. If you take line 5 + line 6, you get a negative amount reflecting on line 7. If you take the total cash price of the vehicle on line 15 and add line 7 of the total credits, you will get the total amount financed on line 17 of $70,544.49. 

   

  Please let me know if you have any further questions. 

  ***********************
  Renton CDJR
  Office Direct:************
  ***************************************

  Customer Answer

  Date: 03/29/2024

  Thank you for your reply to my complaint.

  This is what happened, my husband and I decided to purchase a jeep that was special order from dealer, when we came into the dealership and spoke to a sales rep since this was not in their inventory and this will be special order that will take 2 months, the sales person offer me a loaner car to ********, he told me this was free of charge, we never been told there will a fee to use this car. They did made us to sign many papers at that time, we have a car we did not need it this loaner car if we know that will be charged, it is doesn't make any sense,  but the sales person told me was free to drive till my new car is in. rest of story I have told you already.

  at this time if we didn't get any result on my request, my next step will be submit this to the attorney general to help me. 

  this is not fair practice at the dealership.

  Thank you for your attention.

  Wing 

• Initial Complaint

  Date:01/15/2024

  Type:Sales and Advertising 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 initially took my vehicle to them when it started losing power. They said there was transmission work to be done. took them over 9 weeks and $7500 to complete the work. I had my van back for two days and it broke down again, I had to pay for towing and more van rental to keep my small business running. When I took it back they found "more" transmission issues they claim was partly due to a former employees s**** up but still charged me another $2500. and took I believe another 3-4 weeks. Had the van back again for 6 days and once again the van broke down in the middle of the road with a transmission error. So I had to pay for more towing again. I am up to $10k in repairs, two different times I had to pay for towing, and weeks and weeks of u-haul rentals, and I still do not have a working van.

  Business Response

  Date: 01/16/2024

  To BBB,

  Ref #********-********

  We cannot find an advertising violation in this concern.

  We have attached 3 separate invoices for repair notating and highlighting what was found each time.  The recommendations for repair as well as what was executed on behalf of the customer.

  The vehicle is a 2016 Model Year and has a current odometer of ******* miles.

  Based on our findings, per the customer's concerns, coupled with the fact that we do not have any prior repair history before July 2023, we cannot find anything we have done wrong here.  Nor can we identify any advertising issues.

  We believe in customer service and are working hard to resolve the customer's issues.  

  Although we understand the customer's frustration, we find no wrong doing in our plight to aid the customer in this situation.

  Sincerely,

  ******************************* - ********* Director

  *********************** - General Manager

• Initial Complaint

  Date:12/21/2023

  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.

  Took my car in for a diagnostic check Tuesday evening August 29th.I was told that the diagnostic would be 238$.I was then notified that they couldnt find what was causing the issue and they would have to dig deeper.Causing the diagnostic fee to go up to 500.After they discovered what the problem was, they told me in order to fix the car it would be 13,000.I decline this offer.And after I declined there offer, I was then told the cost would be 1,700$.Just to put the car back to how it was.They gave me paperwork saying the diagnostic was originally supposed to be 250.Because I declined the offer to fix my car they raised the price of a diagnostic to 1,700.And did not do any work on my vehicle.And now theyre holding my car hostage and I will not give it back to me.

  Business Response

  Date: 12/21/2023

  Renton CDJR initially inspected and diagnosed the guests vehicle. WE found further issues that needed more extensive diagnostic work to confirm the cause of the guests concern with the vehicle. We contacted the guest at that time and acquired the additional time approval for $810.00 plus taxes and fees. This was accomplished on September 7th 2023. We went further into the diagnostic only to find that the engine would need replacing to solve the issue with the vehicle. The guest stated that he did not have the money to replace the engine and told us he would be coming to get the vehicle and requested it be put back together. We reassembled what we had taken apart and called him to come and get the vehicle. After not hearing from the guest we made many attempts to contact and had no success to have the vehicle removed from the premises. WE then contacted the guest to let him know that we would be assessing storage fees to the invoice if the vehicle was not removed promptly. That is when he contacted you. We will be happy to release the vehicle for the afore mentioned $810.00 plus taxes and fees as long as the vehicle is removed from the premises within the next 48 hours. 

  Customer Answer

  Date: 12/22/2023

   
  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,
  
  *******************