Complaints

• Initial Complaint

  01/13/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle several months ago from the used car department and part of the deal was to have the hood repainted due to flaking and chips that I didn't want to rust in the future. Dealer approved the painting once the paint was ordered and arrived they would call to have the work completed by their 3rd party shop since they don't have a body shop. After months of trying to get the car in finally got someone to put me on the schedule after Thanksgiving to have the hood painted. Picked up the vehicle and everything looked good on the outside but soon as I lifted the hood when I got home to take a deeper look since I was in a rush to get home for work. I noticed under the hood bare metal is showing and paint is flaking around the rubber seal. I immediately sent photos in to *** that was helping me and never answered. I tried calling their customer service and never had anyone answer. I sent multiple emails with no responses. I have a car I bought several months ago and still have yet to get this corrected by the dealer.

  

  Business response

  01/24/2025

  We have been working with the customer to try and get this resolved.  We have him set up for next week to drop off with the service department on 1.27. and we will get the vehicle over to ADR to complete the repairs. 
  
  ADR is thinking it should take a few days to complete, and the customer is aware. 

   

• Initial Complaint

  01/02/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped my Jeep off to have recalls fixed and they have had it for two weeks. I have called multiple times to get an update and they refuse to answer or call me back. Every once in a while I will get a text stating how sorry they are, but no one will even tell me what is going in or why it is taking so long to get my Jeep back. I was very understanding at first and I declined the rental I was offered but now that its after holiday season I will need my Jeep back. All I am asking for is for a manager to contact me so I can get an update on the status of my recall and how they are going to fix the issue that I only have one car and an entire life, full of responsibilities.

  

  Business response

  01/02/2025

  The vehicle took longer than expected due to the holidays, but after we inspected the vehicle, we had software issues that prevented the completion of the repair for about 2 days. After we got that working, we found that aftermarket parts that were installed on the vehicle were actually causing the issues in the complaint. The customer was advised on 12/31 that his vehicle was ready and has picked the vehicle up. 
  
  

  Customer response

  01/02/2025

   
  Complaint: 22736482
  
  I am rejecting this response beause:

  While I appreciate the explanation, it does little to address the unacceptable experience I endured. My Jeep was effectively held hostage for nearly three weeks, during which your team failed to complete the work. There was zero communication throughout the processI had to repeatedly reach out for updates, only to receive vague or dismissive responses.
  
  When I asked multiple times if the aftermarket equipment, specifically the lift, would cause any issues, I was reassured that it wouldnt. Yet, it took your team almost three weeks to even attempt the calibration, only to blame the very equipment I flagged in the beginning. This speaks to a lack of competence and accountability.
  
  Additionally, despite the extended delays, you refused to provide a loaner vehicle or cover the cost of a rental, leaving me completely inconvenienced. Your failure to plan and communicate is not only unprofessional but also disrespectful to your customers time and trust. I strongly recommend you reevaluate your processes and customer service practices to prevent such avoidable failures in the future.
  

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

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was overcharged $43.52 for a ****** car maintenance service from Landers McLarty Dodge Chrysler Jeep in **********, **. The service was ****** I was charged ******. The service representative told me it would be ******+ tax.

  

  Business response

  11/12/2024

  We have refunded Mr. ******* card $43.52.  We apologize for the inconvenience.  I will be emailing him a copy of the receipt. 

   

• Initial Complaint

  01/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a used ****** Murano from Landers ******** Dodge. Just over a month after we purchased the vehicle I received a call from an investigator with our local police department. He stated that the dealership had reported the vehicle stolen. The car was purchased for my wife. We have 2 children, one 5 and one newborn. I am now terribly concerned they will be pulled over and treated as if they are in a stolen vehicle. I am appalled that such a mistake could occur when I was given a bill of sale and title application at time of purchase. However, this was not terribly surprising considering the underhanded tactics used by salesman and finance managers during the purchase. I was shown one price for the vehicle and then given a price that was over a $1,000 increase because they stated it wouldn't require as much income verification. The finance managers showed me a price for gap coverage and after declining they magically came up with a lower price that included gap coverage. We have also discovered several issues with the vehicle that should have been pointed out such as the windows being off track. Since our purchase I have received 2 different letters from financial institutions where my credit was run stating they were unable to fund the loam due to the sales price being to high compared to actual value. This confirmed to me I was misled when the sales manager told me he was doing the best he could on price.Even with all of the issues surrounding the sale, I agreed to the terms and do not hold the dealership responsible for those issues as I know that goes on at many dealers. However, the level of negligence it takes to report a vehicle you sold to a customer stolen goes far beyond my ability to comprehend.

  

  Business response

  01/22/2024

  We have spoken with the customer and got a full understanding of their frustrations and concerns. We apologized for all of the miscommunication and misunderstanding during their process. ************** expressed that he loved the staff and appreciated the phone call from the dealership. We offered him to come in for us to look into the window issue that he is having on his vehicle, he wasnt expecting that and was excited to hear our offer. He only wanted his concerns address, because he felt ignored after he sent an email in on the website and didnt get any response. ***** is happy now and looks forward us getting him into the service center.  He is Scheduled to come in to the service department on 1/24/2023.

  ******************************;

  Executive Coordinator

   

• Initial Complaint

  11/08/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I Bought a new truck from landers Mclarty and they had me send $5473.69 for taxes and when i got my paper work back [ which was late and I had to pay a late fee to the ***** they sent me a check for $4384.17 made out to ******** DOR and they said they would refund $1089.52 but I have never got the refund and I have called about 20 times and they alway put me in a voice mail and have never returned my call

  

  Business response

  12/06/2023

  We have spoken with customers 3 times about this refund and explained to him what the refunds are and how they are distributed. The $4384.17 check, made out to the ******** ********** of ******* was sent to the customer to take care of his fees for ********. The check for $1089.52 was sent to his new lienholder as required as the lienholder included that in their funding. As a result, the customers payoff on their new loan was reduced by the amount of the check. As I mentioned earlier, this was explained to customer. These checks were cut and sent on September 5, 2023. I have included copies of the checks for verification.
  
  Regards, 

  ****************, ******

  Customer response

  12/12/2023

   
  Complaint: 

  Who did you call as the only person that I got any kind of answer from was ***********, and he said he would check into it and he couldnt get an answer for me. I will have to check with the credit union to see where that money went canceled. Check would be nice to prove that you actually sent it.

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

  

  Business response

  12/20/2023

  We attached copies of both checks that were sent in reference to this case in our original response.  The refund amount of $1089.52 went back to the bank the vehicle was financed through which is standard practice. The copy of the check shows that as well.  I apologize that the communication was not clear in the beginning and your experience was less than top notch from beginning to end. We always want to give great customer service.  We have taken this as an opportunity to coach and counsel our staff, so that we continue to grow and improve.   

  Kind Regards,

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

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had my warranted vehicle in this shop for over 3months without the work being completed & now my warranty company has sent my brand new $6,000 motor going on 1 month now and it is being held by this company who refuses to fix it and has been contacted by all parties to do so. I have been lied to for over 3months with different excuses each time Ive contacted them about my vehicle, they have had my property far too long. I am being taken advantage of due to the fact that I work long hours & have also lost a lot of money without my vehicle. This company has withheld my property & every week makes up a new excuse as to why my motor has not been installed. As of today it has been almost 4months that I have not had my vehicle, its business practices are very fraudulent & Ive been given several dates for job ***************** have yet to keep any of them. I have spent over $4,000 in rental car ********** I feel I should be reimbursed for time lost & money unnecessarily spent each day that passes.

  

  Business response

  08/04/2023

  The customer's vehicle service was completed, and the vehicle was picked up on July 31st.  As of today, the customer appears to be happy with the service that was done on the vehicle.

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 7, 2023 I purchased a 2022 Jeep Grand Wagoneer from Landers McLarty Jeep Dodge ***** After making the purchase hours later while driving home the same day I contacted one of the reps at the office to let them know that there was an issue with the screen in the Jeep. The screen would be glitching in and out and unable to make any changes that you need (if you are familiar with the Wagoneer you know the screen control EVERYTHING) well I was unable to reach anyone or did I get a call back. The next day my husband took off from work to go back and explain to them what was going on. They sent the truck to back and within minutes they came back and said the screen needed to be replaced and that they will order part and it will be in Tuesday June 13. Well June 13 came no call or follow up from the salesman or anyone at dealership. So on Friday June 16 I decided (because I havent heard from anyone) to stop by and check status of part because we were getting ready to travel the following day because my child is on a traveling track team. I stopped by the part office and nice gentleman ***** asked how he could help and immediately got someone to check status of part and after back and fourth unable to locate a part and finding out a ticket was created there was no exact date on when the screen would be in but was estimated at June 22 but the rep that told me that also explained to me that he cant promise that it will be that day. I instantly got upset and stormed out of the business. For 1, Not only did I just pay over $80,000 for a truck I can not drive these people lied to me when I could and should have just returned the truck to the business the next day. And 2, Two weeks before this I just bought a brand new 2023 Dodge Charger from these same people. Thats over $120,000 that I am spending with a company that obviously dont care about their customers and just care about a dollar. I am embarrassed, frustrated and regret this making this purchase.

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Daughters vehicle a Jeep Grand Cherokee was brought to Landers ******** Jeep on University Dr for a unknown engine problem - after 4 days the dealership informed ** the ***** WAS LOCKED UP!! after contacting the dealer we purchased it through and our insurance we were then called back and told " Oh the motor is not locked up its just the starter"!! and it will be 2300$ to repair !!!!!!!!!!!!!!!! they also said the starter was 500$ - so i went down to Advance and purchased a new starter for 245$ -- delivered the starter to the ************ and told them i need the bad starter for the core charge-- NEVER GOT IT BACK!!! now my daughters car has multiple CHECK ENGINE warnings on - the remote start does not work AND NONE OF THE BUTTONS ON DRIVERS DOOR WORK!!! Does your techs have a CLUE about how to work on cars!!!!!!!!!!!!!!

  

  Business response

  05/23/2023

  This complaint is for Landers McLarty Dodge Chrysler Jeep Ram (CDJR), not Landers McLarty Chevrolet. Please advise the customer to reach out to their dealership as we are operated by seperate individuals.

  

  Business response

  06/02/2023

  We currently have customers vehicle in our service department being repaired and they are in a rental vehicle.  As of 6/2 the customer seems to be pleased with the service, we are providing to service their vehicle.

• Initial Complaint

  03/24/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I bought a car from Landers ******** DCJR in **********, ** the first week of march. I had not gotten my loan information in the mail. I reached out to them and a day later they called me to come into the financing office because the bank (Chrysler capital) would not allow them to sell me the car for the price entered on the computer and stated that the used car manager "typed it in wrong" when really I feel as if they were making me purchase for more than it was worth. ************** is the person I spoke with and he had all the papers ready to resign when I got there after work on 3/22. He stated I now had a "free" warranty tacked on. I assumed the monthly payments would go down if the car was now sold for ****** instead of ******. My monthly payment went down 1$ because of the "free" warranty. I feel like I was lied to because I was told the bank was making me have the warranty on my car but I have full coverage insurance and they did not require me to have one when I first signed the papers. I was told I could not keep my car if I did not agree to the warranty. I feel as if they are making me pay for their mistakes. I wont be making any more purchases from them and definitely will not be using my warranty. I do not expect this to be resolved due to me making the mistake of signing the papers but I do want to warn others about my experience and hopefully stop this from happening to someone else. I would like for them to know I know they lied to me. If the business contacts me i do want it to be the manager of Landers McLarty not Don ***********

  

  Business response

  05/19/2023

  ************ spoke with the owner ***************************, and he upgraded the warranty to a bumper-to-bumper coverage.  ************ was happy with the resolution provided.

   

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my vehicle to this establishment with the complaint that it would stop within approximately 15 min of driving while driving it would cut off. I I also explained to ***** that this problem was one that this model seemed to have in the entirety of the year make and model according to much research and many attempts at repair from local professional mechanics. I was told by ******* Dodge Haely it needed a battery to be diagnosed by the service team lead by service manager *****, now terminated. I authorized a battery only. Folowing the battery of $489, I was told it needed other repairs to fix the issue totaling a sum of approximately $2800. Non of which were approximately $800 in breaks. Upon payment I drove approximately 1 week and the issues returned. I called back to inform them of the issue and I asked them to make a note of the issue and I would bring the car back within warranty for I did not have any other transportation and the issue was happening ever so often but would start as it had before their service. Within 2 months the car completely stopped. I couldn't afford towing due to having to possibly having purchase another vehicle for work. I called again to inform service of the same issues. I was told that the service is warranty for a year and I could return in that time with no issues. I returned approximately dec 27 2022 had vehicle towed only to be told that the vehicle cant be fixed. Upon new diagnostic of battery, alternator and wiring where unrepairable through Chrysler Dodge. These are most likely the initial issues that were not attempted from my first service for they are issues that if fixed would more likely remedy the intial problem of stopping while driving. I asked for the original receipt of diagnostic of which I signed for authorization. I was given a different document with repairs that I did not authorize and non of which would fix the initial complaint. The new documentation shows that the car was not diagnosed or no issues had been found or noted. After market parts with no warranty were used as per ***** the service manager. The parts have no way to be verified by receipt, warranty, purchase location or serial #. Also things I did not authorize and not having anything to do with my complaint such as front and back breaks and an oil change were added to the unauthorized diagnostic totaling approximately $2800. Service advisors were added to the new unauthorized diagnostic that are now fired or I never spoke to. I was taken advantage of by this dealership. They created a bill of $2227.49 in labor w/ approximately $400 of unwarranted un traceable parts with no shown inspection of diagnostic problems or issues. They created an unauthorized bill of $2800 of repairs non of which can be identified as resolutions to the initial complaint. To only be told now that real diagnostic or latest diagnostic is not something they can fix.

  

  Business response

  01/16/2023

  ******************* brought her vehicle in about an electrical issue. Upon inspection, we found the **** wrapped in a plastic bag with moisture trapped as well as aftermarket wiring issues around the engine bay which has caused an electrical short. We made the decision to not attempt to fix the vehicle due to the risk of the unknown.  After advising ******************* of this, she then stated that all the money she spent in February and **** miles ago was not approved and we performed the work without her knowledge. We advised ******************* that we have text messages of her knowing the total cost of the repair and approving. ****************** advise us that she a new battery so we advised her that if the electrical concern was repaired that we would replace the battery out of goodwill since the battery had no warranty do to the **** and aftermarket wiring causing the battery to fail.  ******************* requested the service history of the vehicle in which we have provided.   If ******************* provides us with a receipt show that the **** and wiring has been repaired, we will replace the battery.  

  Customer response

  01/23/2023

   
  Complaint: 18689731
  
  I am rejecting this response because:
  

  1. There was no original inspection noted on my first repair.

  2. I didn't approve any repair except the battery to be replaced to diagnose.

  3. The 1st diagnostic shows no diagnostic or no repairs needed.

  4. The repairs that were done where not repairs needed to fix the problem that I stated that I was having

  5. I did not ask for the repairs that were done to be done as is stated on the reciept

  6. I asked for all notes of contact on the issue to be revealed I was told by ***** that he could not give the notes of contact and he did not have them ( where are all notes/text all contact records for calls appointments ect made about the vehicle it should be in the history if he has text to prove it why weren't they given to me when I asked. I can have a call log pulled from my mobile carrier showing all attempts to contact about the issue within 1-2 weeks of the continued problem and certainly within warranty of 1 yr 

  7. I called within 1-2 weeks approximately of receiving the car after it was supposed to be fixed stating that the issue was still there

  8. I was told that I could schedule an appointment to bring it in

  9. An appointment was scheduled however had a scheduling issue and could not make it

  10. I called back to reschedule and was told to bring it in when I can yet however, it was under a 1 year warranty not to worry

  11. I asked the service advisor to make a note that I had called and that the problem still continues I was again told not to worry because it was under warranty 

  12. I returned the car for the same issue of (car stopping while driving) not an electrical problem however the battery was also not holding a charge.

  13. I learned when I attempted to return the car that it had a battery that was not holding a charge

  14. I was told by ***** that in order to diagnose the same issue that I would need to allow them to replace the uncharging battery because it was under warranty with all the previous work and that it would not be honored if I had it replaced by another mechanic/ person

  15. The second diagnostic does not state that a bag was placed over anything at all. I have not had any other mechanic or any person service or tamper with this vehicle 

  16. There is no proof that anything was serviced on the vehicle 

  17. I asked for parts part #s receipts and warranty of all parts that were placed on the vehicle 

  18. ******************* me he doesn't have them , some are after market, and he has no way to trace the parts that I have paid for and that I should just take his/ Chryler word that they are there

  19. ***** makes a point to state the miles added after first supposed repair as if I am not within the stated warranty and as if he has no notes that I called 1-2 weeks to report the continued problem. Notes appointment and calls should have been recorded and readily available to show my due diligence on the issue although I was still within warranty 

   

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

  

  Business response

  01/25/2023

  After reviewing all the documentation related to ************, we will offer to replace the Battery at no charge. all we would need is the battery that is in the vehicle currently returned to us so that new battery can be obtained.  This does not include any diagnostic needed to evaluate what the underlining electrical issues are that is causing the battery to drain and short out.  We recommend having the vehicle taken to a shop that specialize in electrical repair.
  
  Thank you...

  Customer response

  01/31/2023

   
  Complaint: 18689731
  
  I am rejecting this response because:

  I still maintain all issues as described on the previous complaints as described in both complaints I have written here. In first direct complaint to Chrysler upon second inspection w / ************ asked for a battery replacement and I was told no. However upon the original no,  I began to do research by speaking with another outside mechanic and asking for the initial inspection paperwork entered w/ Chryler ( parts, part #s, warranties, initial inspections, call ins, previous appointments, etc) I then saw several lapses in professionalism and due diligence on the repair of my vehicle . The issues I have found have lead me to belive I was taken advantage of in this process. There was no initial inspection done according to the paper work. If an inspection was done there is no diagnostic shown . The work that was done was not diagnosed and not authorized. The work I was told to have been done does not fit the initial problem I stated. The work that was done unauthorized can't be traced, through warranty, parts, serial numbers etc. Therefore,  all of my complaints stated here through BBB remain the same. I will not accept a battery because upon further review and research I have found  a significant amount of fault and mishandling of my case. 

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

*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. ↩