Complaints

• Initial Complaint

  10/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased (leased) a Brand new 2018 red ram 2500 diesel long bed 4 x 4. 4 years later After my Lease was up I decided to purchase the vehicle outright. I decided to go with the extended warranty due to the fact that I knew these trucks had transmission issues. AS SOON as I purchased the vehicle outright a couple months pass and all the problems on my truck start popping up. None of the issues were covered on this ***** expensive extended warranty they sold me. They said ok we will cancel the extended warranty. Come to find out its not possible to ****** the warranty as Im already paying for it in my Loan with the loan company I went with. So I kept the warranty since I was paying for it anyway. One of the biggest issues that popped up, was the Transmission, which was covered under The extended warranty. I even called the service manager to make sure that the warranty was valid (because I was still paying for it ) so I brought my truck in for repair. My truck sat at ************* in Riverside for 6 months. They said they would and could not cover it under warranty (Even though the extended warranty covers an Even though the extended warranty covers a brand new transmission) and they said I had to wait for approval or pay them cash the full amount for a new transmission! Which I believe I was quoted $14,000. During this time my business suffered a significant loss in income (since I needed that truck for work), I couldnt take my kids to and from school, and I was given the run around for months even though the service advisor kept telling me my truck would be ready Friday. Then it was, next week. Then it was not yet give me a couple more weeks. So, I basically had no Choice but to wait on them to Honor my warranty. I figured since they have a body shop, might as well repair the tailgate on it since its just sitting there . During this time I was informed that the body shop was closing more info (not enough space)

  

  Business response

  11/14/2024

  Dear BBB,
  The customer cancelled her ************* contract and then decided she wanted it to be active. We assisted with getting her contract reinstated. The time table for this would be on the service contract company. This was out of our control and is a Mopar issue. The customer wouldn't authorized teardown because she was waiting on the service contract to be reinstated. The customer was never charged a single fee and took her vehicle out of the shop. If she has anymore concerns he can contact me the General Manager ***** ***** at **************** Extension 1122

• Initial Complaint

  09/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  September 13, 2024 was the purchase date. We were lead to believe we were at an approved rate, term and payment with our lender of choice. 8 days later we were notified by text with totally different lender about our terms and when the payment would be. This is not what we wanted. We were begged to buy a car that day because the sales manager Javi ******* lead us to believe his lies. They need to do what right and correct our contract.

  

  Business response

  09/25/2024

  Dear BBB,
  
  After speaking with ****** the lender will be corrected to the lender of her choice.  If she has anymore concerns she can contact me the General Manager ***** ***** at **************** Extension 1122

• Initial Complaint

  06/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  3/10/24 our vehicle stopped running. I saw oil on the firewall of the engine compartment & was towed the same day to **** Brothers Dodge Riverside. I called on 3/11 and said they would update me. On 3/13, I was told Dodge requested a teardown of the motor to see if it was covered under warranty. I was told it was $1200 if it was not covered. The service advisor and I talked about the oil on the firewall. We agreed the motor was blowing & should be covered under warranty. He said to have service records ready dodge may request them. He contacted me and confirmed the motor was blown. He Initiated a claim with Dodge for the lifetime warranty. Next contact they stated Dodge would buy the lifetime warranty back. They offered the blue book value of the ***************** for the warranty cost. I was told that was all that they would do. I agreed to it, feeling I had no other choice. I set a tow truck up, they told me I owed $1200 for the teardown before they would release the car. I stated my deductible was $200 they said Dodge denied the claim. I asked why & they said no reason was given. Then they said because they bought the warranty out. I told them the warranty was in place when the motor blew. When I received the paperwork, there was no reason for the claim to be denied it just said denied. I called the dealership & talked to the service Mgr. He said it was a Dodge extended warranty issue. I talked to the Dodge warranty *************** said it was a dealership issue. I called the dealership they said they would get back to me. A few weeks went by with no return call. I called again & talked to the *************** said there was a reason for denying the claim. I asked him to read it to me he could not find it, it just said denied. The car was returned in pieces with oily engine parts in the back of the car & the engine chained up. We are asking for $1000 back since we paid $1200 and our deductible was only $200. We believe this is only the fair thing to do for us.

  

  Business response

  07/02/2024

  Dear BBB,
  
  The customer authorized tear down of their vehicle. Their warranty company MVP denied to pay for the claim because they bought out ******************** lifetime warranty. Per the customer's request the car was given back to him in the condition he received, so he didn't have to pay for the vehicle to be put back together. If he has anymore concerns he can contact me the General Manager ********************* at **************** Extension 1122

  Customer response

  07/12/2024

   I am rejecting this response because:
  
  I authorized a teardown because it was still under warranty.  They told me it would be covered if Dodge said the broken parts were under the warranty.  They told me Dodge is the one that was requesting the teardown and thats the only way we could move forward.  They never gave a reason why the broken part wasnt covered under the warranty. It just said declined.   I questioned them again they told me because they purchased the contract. I told them the car was under warranty when the engine blew.
  
   
  
  If this is the excuse they are going to use, then I should be able to go in there the day after my engine blows ask for an extended warranty let them know my engine is already blown, pay for the warranty, and then have them fix the engine under the warranty. We all know that would never happen. We should not have to waste our time on these kinds of games. We attempted numerous times to contact the General Manager with the name and contact info you sent. We never got a returned phone call and never received a response to our emails and on top of all of these they didnt reimburse us for the cost of the extended warranty.
  
  We look forward to a reply. She has our email address. We rather have written communication moving forward.
  
  

  

  Business response

  08/12/2024

  Dear BBB,
  
  Mopar has turned down the claim and bought the customer out of his extended service contract. This is out of our control and is a Mopar issue. The customer authorized tear down. If he has anymore concerns he can contact me the General Manager ********************* at **************** Extension 1122

  Customer response

  09/24/2024

   I am rejecting this response because:
  
  My husband called ***** ***** on Wednesday, September 18, 2024. ***** spoke with my husband and told my husband he was in the back and would call him back in 20 minutes. ***** told my husband he recalled our situation.
  
  As of today, September 21, 2024 we have not heard back from ***** or anyone else from the dealership.
  
  This is becoming very frustrating and time consuming.
  
  Any help would be appreciated.
  
  Kind regards,
  
  ***** ******
  

  

  Business response

  09/27/2024

  Dear BBB,
  
  Nothing has changed in this matter. The customer authorized tear down, paid for it and picked up their vehicle.
  Mopar has turned down the claim and bought the customer out of their extended service contract. This is out of our control and is a Mopar issue. If he has anymore concerns he can contact me the General Manager ***** ***** at **************** Extension 1122

  Customer response

  09/29/2024

   I am rejecting this response because:
   
  We already discussed this in prior messages. Why did this person never called us back? This is all going back to the beginning. 

   

  
  

• Initial Complaint

  05/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased my 2021 Jeep on April 4th, 2024. I traded in a ***** CX30. The payoff on the ***** has not yet been made. It's been almost two months. My new loan has been funded but ***** still hasn't received their payoff. I am now getting threatening letters and my credit report has been hit. I call the dealership only to be placed on eternal hold. I need this payoff to ***** made immediately and, perhaps, some sort of financial compensation for this terrible handling of my transaction. I put 3k down. I would like to recoup some of that money.*************************

  

  Business response

  06/05/2024

  Dear BBB,
  
  The payoff check has been confirmed to have been cashed by the lienholder. If she has anymore conerns she can contact me the General Manager ********************* at **************** Extension 1122

  

  Business response

  06/06/2024

  copy of check is attached. 

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I made an appointment with your service department to address moisture issues inside my Ram 1500. ****** called me after dropping off my truck, insisting that it be taken to *****, the first dealer that inspected it and was unable to fix the problem. I find it unacceptable that I should take my truck back to a dealer who was unable to resolve the issue in the first place. ****** then informed me that it would take two days to evaluate the problem and another six weeks to get the part needed for the repair. This is extremely poor customer service, and it is no surprise that your dealership has negative reviews on BBB. I will not tolerate such service, and I am filing a complaint about your dealer's reluctance to see my truck and attempt repairs. As a customer, I expect all Ram dealers to be equipped to assess and attempt to repair a manufacturing issue.

  

  Business response

  02/23/2024

  Dear BBB,
  
  After trying to reach out ********************* I have been unable to get ahold of her. I would like to speak to her regarding her experience. If she has anymore concerns she can contact me the General Manager ********************* at **************** Extension 1122

• Initial Complaint

  09/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Two hybrid pumps blew, a hose blew and current another hose blew. We have been in and out of **** brothers since july1 . In that time we had to rent a car out of our pocket for a total of a month, borrowed a car for family for a week. . Ive got **** brothers in three lies, Telling me one thing and Jeep customer service another. Ive made 3 payments of 700$ only driving the Jeep a total of 1 1/2 sine July 1. At the time we have a patch which could go at anytime covering the whole because now we have to wait on the mechanics . He refuse to work on it on sat 9~9 . After we were told it was a high priority and would be fixed on sat.

  

  Business response

  09/18/2023

  Dear BBB,
  
  ***************************** vehicle was repaired and she was given a rental car at no additional cost for the days it was in the shop. She picked up the vehicle 09/16/2023. If she has anymore conerns she can contact me the General Manager ********************* at **************** Extension ****

• Initial Complaint

  07/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had to contact you guys back in 12/2023 because I took my Chrysler 300 2014 for a ticking noise under my hood the same ticking I $2944.87 for 5/22/2020 and they wanted to charge $664.00 to diagnose it when you contacted them the manager ********************* call me and did it for free but there saying its the left side now but did not put it in writing I have the paperwork? They did say arm, lifters all the gaskets per RO 644851 6/2020 its only been 2 and half years how is that possible? Little over ***** miles please help Im thinking theyre all about money.

  

  Business response

  07/12/2023

  Dear BBB,
  
  I've spoke with ******************************;today 07/11 regarding her complaint and a resolution has been met. We are moving forward with engine repairs replacing left bank engine cams, lifters, rockers and gasket. Customer is satisfied with this agreed upon resolution. I encourage ********************************* to contact me the Service Director *************************** at ************** Extension **** if she has any other concerns or questions.
  
  Thank you.

• Initial Complaint

  06/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I've always trusted them with my 2017 Jeep Renegade and taken it in routinely. They said I needed lots of work and it would cost me $4500. That was more than I could spend on repairs and asked many questions like, couldn't any of this been caught when I just brought it in a couple of months ago. One of the issues was my breaks they had just checked my car a few months before, but now they are "metal to metal" how? Their response was "it happens. It can happen to a brand new car in 5 seconds" Along with thr breaks they said rotators also needed to be replaced. Along with the "drive belt" they did not specify which one. A mount was loose. They refused to fix my recall for oil consumption. They said they needed to test it in 1500 miles. They refuse to give me my history. So I have to take it back to them for the recall. I took my car and had Moss Bros in Ontario take a look. They said my car looked fine other than maybe replacing break pads soon and cabin filters... the opposite breaks that Riverside Moss bros told me. Took it in to a trusted local mechanic. Down the street from Moss Bros. He said even less was needed and my car looked fine. How did I go from $4500 possible bill to $100?

  

  Business response

  06/16/2023

   ?
  "Dear BBB,
  
  I've met with Mrs. L*** and her husband regarding her concern. We are addressing the issue and doing an inspection on her vehicle Monday June 19th. I encourage Mrs. L*** to contact me the General Manager C**** R**** at (***) *** - **** Extension 1*** if she has other concerns."

• Initial Complaint

  06/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a car from Moss Bros Riverside. In May of 2022. I was sent a letter from the dealership stating that they would like to buy my car back for over KBB. When I had the car appraised today the stated that the value was lower due to being in a prior accident. This accident was prior to me purchasing it. This information was not given to me when purchasing the car. If I had known I would not have bought this car. I would like to get action to remedy this matter.

  

  Business response

  06/15/2023

   
  I've reached out to Mr. **** multiple times and would like the opportunity to assist him and make him happy. I encourage Mr. **** to contact me the General Manager ***** ***** at ###-###-#### Extension **** or come down to dealership Monday - Friday 7:30am - 6:00pm to come speak with me."

• Initial Complaint

  05/23/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I purchased a new Truck in 4/2020 from this dealership. At that time I purchased GAP insurance offered by Express Autogap and provided by Moss Bros Riverside. As of today's the value of the Truck is now worth more than I owe. On the Express AutoGap contract it states I can cancel the policy. They informed me I need to go through Moss Bros. I contacted Moss Bros Riverside and they informed me they only cancel in person just like I did when I came in and purchased the Truck. I did not go into Moss Bros to buy the vehicle as it was purchased by phone at the start of the pandemic. They brought the Truck to my house along with the purchase contract. I called on 5/19 and they stated maybe I can cancel via phone since I do not live anywhere close. I live 60 miles from the dealership and do not have hours it would take to physically come in. They stated a finance supervisor would call me back. They did not call me back. I called on 5/23/2023 and another person stated I needed to come in and they are unwilling to email me their form or accept anything but a signature in person. I didn't come in to purchase the contract and didn't sign in person originally. I signed the contract in my garage including the Express Autogap. They are unwilling to accept a scanned copy of my signature through email even though I am talking to the person on the phone about the coverage, he can see my loan and payment amount as they pulled up my account and then said it would take awhile to credit the account, which I am not concerned about. I have a right to cancel as it states on the Express Autogap contract. I feel like this dealership is doing everything to not have me cancel the contract which I have a right to as stated per the contract and does not say anything about in person signature. They won't even allow me to send in a written request.

  

  Business response

  05/25/2023

   "Dear BBB,
  
  After speaking to R****** I confirmed that the gap cancellation form was emailed over to him and sent back to us today. I encourage R****** to reach out to me the General Manager C**** Ra*** at (951) 6** * **** Extension 1**2 if he has any other concerns or issues."

  Customer response

  05/26/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20******, and find that this resolution is satisfactory to me.

*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. ↩