Lithia Chrysler Jeep of Reno

My StoryOn March 2nd 2015 I purchased a 2006 [redacted] Commander from Lithia. My wife and I paid cash for the Vehicle. When we were discussing the price and sales of the vehicle I asked for a drive-train inspection and [redacted] report. I wanted to know what was wrong with the vehicle before buying. The salesman said that we would receive it when we were filling out the paper work. We agreed that everything would be fixed in relation to what they called their 150 point inspection sheet. This was to cover all safety and electrical, engine and spills the car would have. The [redacted] report was also to be provided to us and the salesman once again said I just got it in on trade, one owner; I can give you her number if you need it. However, we ended in note that all the documentation would be given to us when we finished the deal and signed for payment of the vehicle. Last, I asked if everything goes wrong. The salesman said you have nothing to worry about Ill give you your money back 100% guaranteed.As we proceeded to finish payment for the vehicle the dealership would not take my check. I gave partial payment because they could not charge it all to my Credit Card. The dealer knew that I had to move money around my bank accounts and I needed 2 or 3 days to get the money. I came up with the resolution of a postdated check. They said ok, but it would have to be guaranteed by their third party service. Im not sure what they meant by it, but their third party service would not guarantee the check. In essence the person that was to give me the documentation of the vehicle did not because he said the sale was not final, but I could not skip out on the deal or he would pursue me for the rest of the money on way or the other. The salesman then said that the vehicle would be getting fixed to the 150 point inspection and that it also needed a head gasket or manifold part, so they recommended that I get full coverage insurance on the vehicle now so they could lend me a loaner vehicle until the [redacted] Commander was repaired. I was in need of transportation so I accepted.I completed payment of the vehicle on March 13 with a Cashiers check at this time I also picked up the [redacted] Commander. As I was driving home the check engine light came on and so did the oil sensor light. I found out that the seatbelts did not work correctly. Windows did not roll up appropriately, the door handle inside was cracked, the disks for braking were warped and it had a major spill underneath the engine compartment. I tried to return the car the next day and because it was on a Saturday the salesman said we dont have the [redacted] mechanic on premise until Monday, but not to worry that I had warranty and that it would all be taken care of.As I returned the car on March 16 to be serviced I received another loaner vehicle from Lithia. The vehicle was in the shop for about 5 days and it looked like they had fixed the issue. The following day I see that they did not fix the spill and again I had to mention it to them. I spoke this time with the service manager and used car manager. They both told me that they did not have to fix anything on the vehicle. That they were going to fix the spill under the engine and that was it. To DateTo date the vehicle has been to Lithia 3 more times and for the same spill and they have not fixed the vehicle correctly. The vehicle has also had more engine problems to include a misfire in one of the cylinders and an ERG valve problem. I can understand that I purchased a used car, but I feel that I was taken advantage of. I never got a drive-train inspection stating everything that was wrong with the vehicle; this is per law on every used car sold that has over 75,000 miles. I never received the 150 inspection due to the untrustworthy way that Lithia completed the sale. I also feel that the salesman misrepresented the company and abused the law by making their own policy. If I cannot trust a representative of Lithia, then who can I trust? I also feel that Lithia made this deal and threatened to pursue me in an unfair and unruly car sale.My ComplaintMy main complaint is that the dealer did not abide to its 150 point inspection that I was to receive; it violated the law and was not truthful about the known problem with the vehicle, thus not providing a proper drive-train inspection. I feel that the dealerships representatives falsified company policy and created their own version to make the sale. I feel that the proper documentation handling was not provided by the dealer.Product_Or_Service: SUVDesired SettlementResolutionI would like to see a copy of the 150 point inspection that Lithia gives all its cars before they are ready to be sold and shown. I would like a copy of the drive-train inspection that was to be provided to me by law. I would like a comparison of both and the current problems with the vehicle so that the dealership fixes it according to what was promised to me at the time of sale. I would also like to receive the document and preparation fee back, due to the fact they falsely accused me not wanting to pay and restricting me all documentation at time of sale. Business Response Once customer concern was received there was a meeting set up to discuss all concerns. It was agreed by both parties to get vehicle re-inspected. On 5/18/2015 vehicle was dropped off and re-inspected. Over the next three days there were repairs made at no charge to the customer to the car to resolve customers concerns. After repairs were made there was several test drives to verify corrected concerns and vehicle was retuned to customer. as of 5/22/2015 customer expressed his satisfaction and left happy when vehicle was picked up.Consumer Response I have had direct contact from Lithia and the issue has been fixed to my satisfaction.

Bought a 2015 Jeep Grand Cherokee I informed my salesman it has to has to tow and have snowboard racks , they said it can tow and you can put snowboard racks on it , bought the parts to put the snowboard racks on , this model with roof rails you can not put snowboard racks on , called the general salesman and he was rude and wouldn't helpProduct_Or_Service: New heepOrder_Number: NaAccount_Number: NaDesired SettlementPay for the parts the put the racks on remove factory roof rails to put factory roof rails that you can put racks on cost is 430 Business Response Contacted customer and agreed to terms that was acceptable for both parties. Customer came down and picked up desired roof rack rails customer installed himself. At this time the situation should be satisfied.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Paying 55,000 for a brand new jeep then I had to do the labor and buy the parts ? I ordered the jeep and the salesman new I wanted board racks and tow .it should have had both. I figured I would try something , I orderd stock parts changing out the roof rails , costing me money time and stress . The dealer should have taken care of it for me . I will let all my friends know to not go to Reno Jeep unless they give me some type of in store credit , something to pay for there mistake ? I just bought a brand new corvette and it took awhile to get so Chevrolet gave me a letter to buy 1,500 in parts for my car, can't jeep do the same thing , I've bought 4 brand new jeeps from this dealer .if they want to keep me as a customer they need to do something , in store credit and I would be happy Final Business Response Talked to customer on 3/2/16 and both parties agreed to a $500 dollar store credit to make right all the miscommunication.

I bought a jeep from this company and after further inspection of the contract I noticed some discrepancies, unnecessary charges, and then after pointing these things out they refused to take the vehicle back saying that the paperwork had already been processed, which was not true.The first contract promised to take my current vehicle as a trade in. I told them that I still owed money on it and they assured me that they would still take it. The next day they called me telling me that they could not take the vehicle as a trade in because they 'didn't know I still had a payment'. They assured me that I could sell it for a very high price on my own. I signed that contract because I was under the impression that I could not return the vehicle and that this was my only option.I bought the car on Wednesday night (11/18/15), I signed the second contract, which did not include my current car as trade in, Thursday morning (11/19/15). After reading through the contract I noticed charges and clauses that were not explained to me. They charged me for full warranty even though the vehicle was still under warranty because it was a 2015, they charged me for life time tune ups and oil changes which sounded good except that that cost more than simply doing my own oil changes. I also noticed later that there was no signature on either contract by them and the date on the second contract was falsified. It was signed on the 19th but the contract said it was signed on the 18th. Later that afternoon I tried to back out based on these discrepancies and over charges but they refused saying that the paperwork had already gone through and they were not required by law to take back the car. As of today (11/24/15) the paperwork has still not been processed by the bank.Product_Or_Service: 2015 Jeep Wrangler UnlimitedAccount_Number: [redacted]Desired SettlementI would like to return the vehicle. Business Response [redacted] came into the dealership after inquiring on our website about some Jeep Wranglers. [redacted], a salesman from the dealership, then invited him in to take a look at the vehicle's he was interested in. After looking at the inventory we had [redacted] was able to find a vehicle he wanted to purchase, a 2015 Jeep Wrangler Unlimited Vin# [redacted]. During the process of paperwork being filled out by the salesperson for the customer to agree to the numbers, the customer had explained to the salesperson that the vehicle he was trading in was free & clear of any liens. We proceeded with the transaction assuming the customer's vehicle was free & clear of all liens. The customer accepted the terms of the purchase including the purchase a Lifetime Extended Warranty. [redacted] left the dealership and was a Happy Customer!! Later that day [redacted] called the salesperson and stated he had made a mistake on the representation of his trade in, that in fact that he stated was free & clear of liens when he did have a balance on the vehicle. We explained to him we could make changes to his contract to adjust for him having a lien on the vehicle and had some options for him. [redacted] agreed to come in 1st thing the next day which would be 11/19/2015. We gave [redacted] his options of either keeping the vehicle he had traded in and purchasing the Wrangler without the trade as we explained to him he did not have to trade the vehicle in based on his income, he could clearly afford both payments. [redacted] had the option to trade the vehicle in but he would need to cover the negative balance which he stated over the phone that he had owed somewhere in the ballpark of $10,000.00. When the dealership called for his payoff on his trade in vehicle, it was closer to $14,000.00 which was a substantial difference. At this time we explained to [redacted] that the difference was quite significant and in order to trade the vehicle in he would need $8,000.00 to cover most of the negative balance that the finance institution would not carry on the new loan. At this time [redacted] decided to purchase the 2015 Jeep Wrangler without trading in the vehicle that was misrepresented by him. When [redacted] went into finance he was presented with a required DMV rescission document on 11/19/2015 that is presented before a new contract is presented to the customer. [redacted] was expected to do his due diligence in reading this form which is also verbally explained to him. You will find the attached document that clearly states if he did not want to accept these terms he did not have to sign any additional documents. [redacted] initialed in these spots agreed & signed this document. This is clearly a case of buyer's remorse & [redacted] needs to understand the decisions he made where his and no one else made those decisions for him. There are also additional documents that were presented to [redacted] during negotiations that also where signed that [redacted] represented his trade in as free & clear of all liens. However, if [redacted] would like to cancel the extended warranty and lifetime oil change the dealership would be able to assist in the process. The lender will receive the cancellation refund and will reduce his loan amount but the payments with JP Morgan will continue at the agreed amount of 573.74 per month.

I had spark plugs changed by a friend, about two days later my car started to miss when it was idling. I took my car to Jeep, (that is were I purchased my car.) Jeep put the car on their scope and told me the the spark plug was causing the problem to they fixed it and it cost me I think about 155.00 for the scope and to fix the problem. Well about two days later the problem started again and then it stopped, then a few day later it did the same thing and it stopped again, then about about two and a half months had passed they problem perspired and it started missing all the time when I was sitting at idle. I called Jeep back again and told them what was going on and the gentleman asked if the engine light had come on I said not and he said to me that there was nothing that they could do unless the light came on, well you would think that after 90 day or so they would guarantee there work, but NO they did not. So the engine light finally came on and I was close to a company in town that put my care on the scope and they told me that it was the spark plug, but the thing the caught my attention was the fact the the spark plug and the wire for the spark plug, it looked like some one had either pushed too hard on it and made a cut in it or (in my opinion) some one at jeep cut the spark plug wire cap and that is why my car was missing, the company that I took it to told me that the sparks plug was was on the #1 spark plug and the is the one that jeep told was the problem sparks plug.Desired SettlementI would like a refund for what they did not fix in the first place and then made it worse and the second is for the money I had to spend for the other company that fixed the problem that " jeep" created.Business Response I have spoken to [redacted] regarding her service experience. [redacted] is bringing the parts in question in for me toInspect and I will make a determination once I have inspected the parts. I will update you once the meeting has taken place.

We purchased the vehicle (2004 Jeep Grand Cherokee) new in 2004 and have taken the car back to the dealer for service ever since (approx. every 3 months). We have tried to stay current with all recommended services. We have always received excellent service from this organization.However, recently the "check engine light" has been coming on and the engine runs roughly at highway speeds. When I took the car in for regular service, the service writer suggested I bring it back and leave it for further testing. I was told that one of the cylinder heads might have to be removed which could cost several hundred dollars. I left the car, was told I could get a loaner car in the mean time (never materialized). I checked every several days and after three long weeks, my car was supposed to be ready. I constantly reiterated that I had no money for extensive repairs and was told that they would do all that they could to keep costs down. When the car was supposed to be ready, I was told that the machine shop had messed up the job they were supposed to do and it had to be redone (pull cylinder heads and send out for rebuilding). Two weeks later, The car reappeared with a repair charge of $2284., and it is running worse than it did before. I have taken the car back to the dealer who has told me that nothing is wrong with the car. Now they have my car that runs worse than before and I cannot afford ANY additional repairs.Product_Or_Service: Auto repairDesired SettlementThey were apparently unable to properly diagnose the problem with my car and have charged me an outrageous amount of money to fiddle around with it for at least five weeks. The fact that their mechanics and machine shop were obviously incompetent is not a reason for them to gouge me for a repair which they could not accomplish.Business Response We talked to [redacted] the day after he filed this concern and currently have his vehicle in the shop to get the concerns addressed. Have been in contact with him and he has alternate transportation while we are getting the concerns fixed. Will update the case once [redacted] is satisfied.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The response, so far, is accurate. They have updated me on a regular basis. They have not finished repairing my car but I expect that they will soon conclude the repairs. When the car is ready for delivery to me and I am satisfied that they have properly addressed my concerns, I shall close the complaint.Final Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)Final Business Response We perform a lot of work to the vehicle to rectify the concerns the customer was having and it was returned to [redacted] on 10/16. Talked to [redacted] on 10/19 and he is happy with the vehicle and the work performed.

I bought a 2014 Jeep Wrangler Unlimited for Lithia Jeep of Reno. A few weeks later I notice the paint chipping on both rear fenders I returned to Jeep and was convinced to purchase mud flaps to prevent further damage. When it was time for service I called for a appointment and went down to Jeeps service department the same day. Service manager [redacted] took photos of the damage and said he would call me in two days and let me know when to come in for the oil change and repair. I waited a full week with no call and had to leave a message for [redacted] again. The next day [redacted] called back and told me he had not heard from Chrysler/Jeep and would call me in a couple of days. Today a week later I called again and had to leave a message again. I called Jeep at 1-877-436-5337 and talked to Stephanie who put me on hold and said she talked to [redacted] and jeep denied his request. [redacted] gave me a case # [redacted] and said Mr. [redacted] would call me. At the time I am making this complaint I have not received any call from him I know I am getting the run around and I am fed up with it. One of the service advisors on my first visit said the chipping was a common occurrence on the new Jeep 4 doors.Product_Or_Service: Mud Flaps for front/rear of JeepDesired SettlementRefund for the mud flaps, Repair the damaged fenders and clear coat the effected areas to prevent further damage.Final Consumer Response I had contact with the General Manager Scott at Lithia Jeep and he will be handling the issue personally and has satisfied the issue I had with my new Jeep. Chrysler/Jeep has also provided me with additional warranties to cover the defect should it reoccur.

Complaint$2,222.98 repairs to vehicle 9/30 to 10/04. Within two days from pickup,a hose under the hood was hanging to the ground, the primary issue of squealing returned (within 35 miles), the gas acceleration/breaking made me feel the car would die (I reported the sensation of "dragging"), my automatic gear shift required force to move to reverse. Contact with dealer resulted in a Saturday appointment where I learned on arrival no one could see the vehicle because Saturday is available for emergencies only. On 12/02 car died in the middle of Holcomb and Vassar intersection. Vehicle did restart, went directly to dealer and was picked up 12/5. I was advised personnel drove my car frequently to "get it to do the same thing" (1/4 tank of gas bore that statement to be true) but was told they could find nothing wrong. I drove the car home, which is about a 3-mile drive, and knew it was in worse shape than before initial repairs. I drove it Friday, 12/6 and Sunday 12/8 and since Monday 12/9 it will not start. Contact with Jeep was one of their not assuming any responsibility, no offer to have the vehicle towed to the garage and was one of a legal defensive stance.Desired SettlementThis matter will not be resolved, obviously. I spent a fair amount of money for a road-worthy vehicle and have one I can't even drive. What I would have liked is a more professional handling of the final contact, perhaps an offer to have the vehicle towed and a loaner car during the time they needed to find and repair the issue.

I purchased a 2011 Jeep wrangler for the dealer the sales man promised a refund of $850.00 to help with the payments for the first six months and now after the contract was signed and I had the car for over a month they are changing the amount to less then $400.00 if they are able to change a signed contract I should be able to take the jeep back and get my trade in too!. I am only asking for them to keep to the contract. and give me the $850.00 no more and no less... It's a signed contract...Product_Or_Service: Used Jeep WranglerAccount_Number: [redacted]Desired SettlementI just want what was promised to me and no more it is a signed contract.