Complaints

• Initial Complaint

  11/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my 2018 Dodge Ram 1500 to Rairdon's Dodge Chrysler Jeep of Marysville for a service related issue on 10/27/2024. I was worried about my exhaust manifold and CV axles. I informed them that I had a warranty and they said they would work with me and the warranty company. They informed me there would be a $200.00 fee inspection fee for each problem and if the warranty company covers repairs that the inspection fee's would also be covered. A few days later I was informed that my CV axles required further inspection per the warranty company because they were "failing" and that it would cost $600.00 for further inspection but that the warranty company would cover this if they accept the claim. Few days later I was contacted saying that my CV axle is seized with in my differential and that the warranty company wouldn't cover it. So my total cost of inspection and diagnostic fees came to $863.33 ( with military Discount) I paid that fee and took it to M&N Absolute Auto ********** for a second opinion. After *****************'s inspection they informed me nothing was wrong with my CV axles and was not in need of any repairs related to my CV axles. In which they provided pictures and a test drive with one of their technicians, to help with the explanation and reason they came to that conclusion. Due to the in-depth nature of M&N, I believe Rairdon's Dodge Chrysler Jeep of Marysville either lied about the work performed or lied about the necessary repairs needed. I've uploaded a picture of Rairdons quotes and inspection notes and a screenshot of M&N Absolute Auto inspection notes. I would like a partial refund. I accept the ****** of the initial inspections but I believe the further diagnostics were fraudulent in nature.

  

  Business response

  12/01/2024

  We have reviewed the inspection from service on the CV axles and will cut the customer back a check for $863.33.

   

  ******** M. *******
  General Manager

  Rairdons of Marysville

  Customer response

  12/01/2024

   
  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,
  
  **** Case

• Initial Complaint

  10/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  10/22/24 contacted dealership about a vehicle. Was told by salesman he was not sure they could do the deal with me since I was from MT not WA. There was a disclaimer stating for WA registered only. Emailed me back stating he was approved to move forward with the deal. I submitted my information based on the listing price with no other stipulations listed. After my credit was run they started they would only sell me the vehicle if I purchased additional warranties costing another estimated $7-8k since I was not a WA resident. After trying to get them to drop the warranties since this was not made transparent to me before running my credit they counted with the car costing an additional $3k above listing price but without the warranties. I have email and text available upon request.

  

  Business response

  11/04/2024

   Re:          BBB # *******
  
  Dear BBB Representative:
  
                  I am the General Manager of Rairdons CDJR of Marysville. We received your communication dated October 24 regarding the complaint ***** ******** filed with the BBB. Rairdons CDJR of Marysville is responding to Mr. ********* complaint.
  
                  Rairdons CDJR of Marysville prides itself on its transparency in pricing. As Mr. ********* complaint acknowledges, our online pricing sets forth certain disclosures relating to our pricing and any potential sale. These disclaimers confirm that no deal is binding on either the dealership or any potential buyer until it is reduced to a written agreement signed by both parties. Our disclaimers also state that online pricing is only available to Washington residents. As Mr. ******** stated in his complaint, he resides in *******. We gave Mr. ******** options for a potential purchase, but he declined those terms and elected to not purchase a vehicle from our dealership.
  
                  *************** remains interested in purchasing a vehicle from us, he may contact me to discuss a vehicle he is interested in purchasing from our dealership.
  

• Initial Complaint

  03/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Received a service from the dealership for my vehicle. Upon payment of invoice I saw a separate charge for "SSC - Shop Supply Charges" to the sum of $29.61. My total bill for service was roughly $500. When I asked the service attendant what this charge was for she said "oh for certain shop items like rags and brake clean" I responded with I didn't get a brake job or anything so I'm confused what could have cost $30. She said "everyone pays it and it's a sliding scale based off your bill". I said in the moment this sounds rather shady it seems like a service charge? She says "well in essence it is". I feel as though it's a service charge under the guise of so called shop supply's.

  

  Business response

  05/01/2024

   Re:          *********************** BBB #********
  
  Dear *******:
  
                  I am the General Manager of Rairdons Doge Chrysler Jeep Ram of Marysville. I received your April 24 email regarding the complaint **************** filed with your office. Please consider this correspondence as Rairdons DCJRs response.
  
                  We are transparent in our service and repair charges. Our service estimates and invoices clearly disclose that repair orders will include additional shop expenses associated with our repair services. In the interest of customer goodwill, however, we are agreeing to refund $29.61 to Mr. ******** We are issuing a check to Mr. ******* for this amount.
  
  *************************

  General Manager

  Customer response

  05/01/2024

   
  Complaint: 21506179
  
  I am rejecting this response because: 

  My name isn't Mr. ******** It's Spelt with a Z as clearly shown in my complaint and your service records. This is a bogus charge and the business stands behind it which is even more troubling. Do not send me a check for any money. Thank you. 

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

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a car from Rairdon's off ***************** on March 10th 2021 Dodge Durango with ****** miles took it out for a test drive everything was going alright felt a little weird in the steering but thought it had lane correction. I get the car and in the first week I noticed it had some steering issues at high speeds and the Uconnect system kept popping up constantly telling me it needs to be seen by authorized dealer figured that was a software update. They were taking my car in to finish 2 recalls which was suppose to take 4 hours and turned into 5 days because they painted the part the wrong color! I kept asking about the steering after finding out it did not have lane correction they said they didn't have time to look at it. So I made a service appointment and since then this has been a nightmare. I took the car in on April 13th it is now May 11th and I still do not have my car they could not figure out the steering issue which turned out to be alignment I have had to call multiple times no one updates me on my car no one has communicated a single thing whether the extended warranty I purchased covers it, I have a loaner car no one has told me whether I am paying for that either. I have been ignored or brushed off or promised multiple dates the car would be finished and the days go by with no calls, nothing. I feel like this is borderline criminal that they could sell a car with serious issues and then work on the car without even so much of a communication on price of any kind along with no communication at all and lying about when I would see my car again time and time again. I have been to multiple dealerships for service and never had such bad service. I have literally had my car for 2 to 3 weeks out of the 3 months and I keep making a car payment on it!

  

  Business response

  06/08/2023

  
  
  Good afternoon 
  
  I have talked with *******
  I went for a road test with her in the Durango on Tuesday 5/30/2023
  We were able to duplicate the concern at freeway speeds
  I can duplicate it with the tech so we know what we are fixing 
  I also talked with her about her expeirnce she had while her vehicle was in for repair the commincation (or lack there of )was her main concern 
  We got a gameplan to the vehicle back in for service with a loaner vehicle 
  Customer has an apoointment Monday 6/12/2023 to drop off the vehicle and pick up loaner
  
  
  thank you 
  
  ******************;
  

  
  

• Initial Complaint

  10/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In June of 2022, I purchased a brand new jeep gladiator. Rairdons web site claims on web site that there is up too a $200 negotiable documentary fee, ***** the sales lady says it is not negotiable. Then they said my trade in was only worth $40,000. I showed Linds my phone which I had ****** blue book shows $43,300 to $47,300 for trade in. They only came up too $40,500 and applied $500 to my purchase.plus on paper work they show $43,000 as trade in.,the loan officer lied too me about loan company required gap insurance, which they didnt..

  

  Business response

  12/13/2022

  We received your correspondence regarding the above-referenced complaint by ****************************
  
  ****************** visited our dealership in July to trade in his vehicle and purchase a new vehicle. Following negotiation, ****************** agreed to accept a trade allowance of $43,500.00, which included payoff of the lien on his trade vehicle in the amount of $43,050.61. The remainder of the allowance was applied toward the purchase price of Mr. ******** new vehicle, as was a manufacturer rebate for $500.00. The complete terms of sale, including the standard $200.00 documentary service fee, were disclosed to ****************** and agreed to as shown by his signature on the contract documents.
  
  After receiving this complaint, we contacted ****************** and walked through the transaction, explaining how each figure was reached. ****************** informed us that he was not satisfied with the valuation of his trade vehicle and thought it was worth more. Although ****************** did agree to the aforementioned allowance amount at the time of sale, as a gesture of goodwill the dealership has offered ****************** a cash payment to remedy this concern. We regret any confusion or inconvenience experienced by ****************** but there was no wrongdoing by dealership staff in this matter.
  
  Please contact me at the number below if you have any questions or if additional information is required at this time.
  
  Thank you,
  
  *************************
  General Manager
  Rairdons of Marysville
  ************

• Initial Complaint

  02/22/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a new Jeep Wrangler from this dealership, and they were deceiving from beginning to end. I initially called to make sure the Wrangler had a hard top before making the hour drive, and was told it did. When I arrived, it in fact did not. I told them this was a deal breaker for the purchase. I was told they had another very similar Wrangler with a hard top at another dealership location, so I did the paperwork for it and it was to be delivered the following day or so. I received a call from the salesperson, providing the status and *** first said they did not have a delivery person/vehicle going to the pick up location yet. The following day, got another call from *** saying that the car was no longer available (even though we had done the transaction), that someone else had purchased it at the same time I was. But that I could still take the one there at the lot currently, and a hard top would be ordered and installed for me, included in the initial price. I agreed, and have yet to be updated on the status of the promised part. It's been 40 days, emails and calls to inquire, and still no response from both salesperson and two follow-up customer service reps ******* and *******). The finance manager was also deceiving with the interest rate, and told me that if I purchased the extended warranty and service contract, the bank could approve the lower interest rate. This was a couple percentage difference more if I didn't purchase it (which I didn't choose to begin with and they decided to include it in the contract) , I called and verified this with the bank and it is not a requirement for approval of the current percentage rate. This is over $5,000 of added costs that I did not agree with, but they made it seem like I would get the higher percentage rate and higher monthly payment if I didn't purchase it. I am now also inquiring to cancel this warranty and service contract, but they do not respond.

  

  Business response

  03/08/2022

  To Whom it May ****************** received the BBB complaint by customer *************************.  ************** entered into a sales agreement with Rairdon's of Marysville and elected to purchase additional products, the prices and terms of those products were disclosed prior to purchase, as reflected in the contract paperwork signed by **************. In addition, the dealership informed ************** that there would be a delay in the installation of his hard top due to it being on backorder.  We apologize for any inconvenience but believe dealership staff acted properly throughout the transaction.  After receiving ****************** complaint we contacted him immediately to try and address his concerns. We worked with ************** and accommodated his requests, and he has informed us he is satisfied with the resolution of his complaint.  **************** is our top priority at ********************** Auto Group,please contact us if there are any further questions about this matter. 

   

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

  General Manager
  Rairdon CDJR of Marysville 

*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. ↩