Complaints

This profile includes complaints for Moss Bros Chrysler Dodge Jeep Ram Riverside's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Moss Bros Chrysler Dodge Jeep Ram Riverside

  8151 Auto Drive Riverside, CA 92504-4190

  
• 

  Moss Bros Chrysler Dodge Jeep Ram Riverside

  8146 Auto Dr Riverside, CA 92504-4104

  

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:05/23/2023

  Type:Order 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.

  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

  Date: 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 Answer

  Date: 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.

• Initial Complaint

  Date:03/18/2023

  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.

  Invoice ********** 3/8/23 AM oil change request with my filter left on the car console. Car steering wheel vibrates at 50-60 MPH without braking and a soft pedal. On 3/12/23 PM finally heard from Advisor with the diagnosis. 3/15/23 PM arrived to pick up car, a 2006 Dodge Charger RT. Oil filter still in the front seat was told he forgot to add it to the service request. Got home to find the right front wheel missing the center cap which I found in the glove box. Before returning to the dealer I ordered a new cap for $48. Spoke with Service Manager who invited Advisor to participate. Was told to read the fine print on invoice that the technician noted the left front wheel bolt was stripped and the cap was warped. Manager would not compensate me for the $48 because it was not a factory item. Manager became hostile, defensive, argumentative and condescending. Told me to “shoot your best shot “ if I wanted to complain to a higher authority. 3:18/23 replaced new cap and bolt with no issue. No mention in invoice about replacing the brake fluid which was bled for test. Mileage shows 43,729 in and out? Car was test driven twice.So, 5 days before anything was done. No oil change. Defective cap? Brake fluid replaced? Rude and very unprofessional manager who apparently was not interested in this customer who has spent more than $6,000 on this car alone in the past year.

  

  Business Response

  Date: 03/24/2023

  "Dear BBB,
  
  I've reached out to Mr. Solis and would like the opportunity to assist him and make him happy. I encourage Mr. Solis to contact me the General Manager ***** ***** at ***** *** * **** Extension ****."

• Initial Complaint

  Date:12/13/2022

  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.

  Went to dealership about a ticking noise under my hood and my struts that they repaired 5/22/2020 I paid them $2944.87 I should not be having the same problem so I went there 12/12/2022 and they told me to leave my car and it would cost about $664.00 to look at it? Trying to say it’s another problem? There a ripe off if a person paid that much they should not be having the same problem and I already had a auto mechanic tell me about my struts need to be replaced and go back to dealership I need my money back or they need to fix it right this time.

  

  Business Response

  Date: 12/14/2022

  ?

  "Dear BBB,
  
  After speaking to ******** she's decided to come down and see me on 12/15 at 9:30AM. I will be assisting in getting her vehicle looked at as fast as possible. I encourage ******** to reach out to me the General Manager ***** ***** at ###-###-#### Extension ****."

  
  

• Initial Complaint

  Date:11/25/2022

  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.

  My car has been at Moss dodge riverside since March of 2022. This has been the worst experience I've ever had with a vehicle service department. I'm over 7k in rentals and approximately 8k+ in repairs so far. My car was originally over heating and still is now it shuts off while driving. I've only had my car back for 1 day. I've picked up my car multiple times to just make it down the street before the check engine light is back. Apparently a full engine resurfacing then replacemet did nothing to fix the problem. i would avoid this place like the plague and go somewhere else. I will be contacting the attorney General, BBB, FTC and state consumers office. I will be making videos on this situation soon as possible to show what if anything is done. STAY AWAY FROM MOSS BROTHERS DODGE RIVERSIDE SAVE YOURSELF THE HEADACHES AND MONEY.
  Lool at the attached picture of trash work done on my car. Horrible wiring job on the NEW FUSE BOX. AVOID MOSS BROTHERS DODGE RIVERSIDE SAVE YOURSELF THE HEADACHES AND MONEY!

  

  Business Response

  Date: 12/01/2022

  Dear BBB,
  

  
  

  I've spoke to ***** **** and he's coming in today 12/01 to speak with me and remedy the situation. I encourage ***** to reach out to me the General Manager ***** ***** at ###-###-#### Extension **** if he has any other concerns or issues." 

  
  

  Customer Answer

  Date: 12/01/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 184***06, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:11/20/2022

  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.

  I drop my car off at this business so that it could be repaired for a hit-and-run collision that I was involved in. I arrived three days prior to the drop off date so that I could pay my thousand dollar deductible and have the parts for my car ordered early so that it would not sit there and collect dust while awaiting the parts to arrive. At first, I felt that this company would take great care of my vehicle and could provide good service. However, I realize soon after that this company works very inefficiently and promises pick up dates that they cannot keep. At first I was told that my car would be ready the Friday of the second week that it was at this facility. That was after speaking to the person on my case that Monday (of the second week). I called that Friday to see what time I could pick up my vehicle and they then told me that it still needed to be painted and reassembled and that it would be ready the following Tuesday. I then called Tuesday, and was told that my car would be ready by Thursday . It had not been touched since my last call and still needed to be painted. So I called Thursday and was told that my car was painted but there was a bracket that was needed to put the fender back onto my vehicle and it would arrive Friday. I get a call on Friday and am told that the bracket would not arrive until the following Tuesday. I feel that all of the parts should have been ordered when I initially paid the thousand dollar deductible before even dropping my car off. Furthermore, I don’t understand why that bracket could not have been ordered the days my car was waiting to be painted. I understand that these people may not feel urgency to fix our vehicles in an efficient manner because they still have theirs that are running and can get them from point a to point B but being without a vehicle for several weeks is impeding my work life, my internship, and my livelihood. I would not recommend this particular location to anyone.

  

  Business Response

  Date: 12/01/2022

  "Dear BBB,
  

  
  

  I called ******* ******* to confirm that she successfully picked up her vehicle on Friday 11/25. I encourage ******* to reach out to me the General Manager ***** ***** at ###-###-#### Extension **** if she has any other concerns or issues." 
  

  
  

• Initial Complaint

  Date:11/09/2022

  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.

  Truck was taken to dealer on November 3rd and it was to be worked on Monday the 7th
  a call was made regarding parts and it was authorized with no proof of any paper work
  now they are charging over 20 Hours of Labor for one and one half of Day
  I requested over the Phone estimates and no one will charge more than 6 Hours of Labor

  

  Business Response

  Date: 11/15/2022

  
  

  "Dear BBB,
  
  I spoke to Andres Sanchez and it seems we've come to an agreement regarding the work of his vehicle. I encourage Andres to reach out to me the General Manager ***** ***** at ###-###-#### Extension **** if he has any other concerns or issues." 

  
  

• Initial Complaint

  Date:10/29/2022

  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.

  Purchased A car from Jeep used and engine seized up 2 years later and is no good and I purchased extended warranty at the time I bought the car but extended warranty company or dealership declined to replace or fix the engine

  

  Business Response

  Date: 11/04/2022

  Dear BBB,
  
  After speaking to **** we are exploring different options to possibly help with the issue. I encourage **** to reach out to me the General Manager ***** ***** at ###-###-#### Extension ****."

• Initial Complaint

  Date:10/25/2022

  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.

  We brought our Jeep Cherokee to Moss Bros Riverside on July 5, 2022 for damage to the rear of the vehicle after we were rear-ended on the 91 Freeway in May. Moss Bros kept the car for nearly 4 months before returning it on October 22, 2022. Throughout this time, Peter was evasive and misleading with contradictory information (One week the vehicle was 90% complete. The next week it was 75%, etc.) When we finally got the Jeep back, the shop had caused additional damage to the sunroof, which is no longer working despite being completely fine after the accident. Additionally, Moss Bros returned the car without the antenna and with stains on the interior lining. When I contacted Moss Bros about their negligence, Peter was again evasive and appears to imply that the damage was caused by the collision or was otherwise not the fault of the dealership, which is not true. I am hoping that Moss will take responsibility for its damage and repair it and provide a loaner or pay for rental while the car is being repaired.

  

  Business Response

  Date: 10/26/2022

  
  

  Dear BBB,
  
  I'm very concerned about the issues ******** ***** is having. I would love for her to come down to Moss Bros Riverside so I can review the vehicle and assist her with the various problems she has. I encourage ******** to reach out to me the General Manager ***** ***** at ###-###-#### Extension ****.

• Initial Complaint

  Date:10/25/2022

  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.

  10/15/22
  i came in to buy tires when i arrived at the location all 4 tires sensors where functioning correctly the sensor on the back left side of the driver was orange as my tire was low and it was totally functional after the service i received a call stating 2 of my sensors are completely out that the battery died and if i like them replace .i. called the next day and i told them i don't feel like i have to pay for these sensors because when i drove my car in their lot the sensors they mentioned they were perfectly fine and they are responsible for the damage they have caused i asked to speak to a manager and i got a call back he said he would give me a call after he spoke to someone it's been more than a week no one has reached out they need to be responsible for damages they cause all i ask is to get it fixed because my sensors where just fine and working TPMS sensors run on batteries that can last anywhere from 5-10 years my car was purchased in 2020 and its only been 2 years and they are gonna say the battery went out .

  

  Business Response

  Date: 11/09/2022

  "Dear BBB,
  
  ***** Zavala came down and saw me on 10/31 to get her concerns addressed. We replaced her TPS sensors and she was extremely satisfied. I encourage ***** to reach out to me the General Manager ***** ***** at ###-###-#### Extension **** if she has any other concerns or issues." 

  Customer Answer

  Date: 11/09/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 1831**64, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:10/11/2022

  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.

  On Christmas eve of 2021 my vehicle complete shut down and found out it was a manufacture issue. In august 2022 My vehicle shut of again transmission warning when on like on the first time and my car complere shut down. They said is was the battery. Two weeks later same thing happened. The saw that many code came up and they kept it for two weeks. My car turned back on but didn’t do anything because the codes did not populate again. Literally another too weeks later my car shut down again same codes since the first tine and they said that its the fuel pressure. A weeks after I reached out to see whats the status and they said that my vehicle is a star case with chrysler. In all honestly I believe Chrysler sold me a lemon car. Because during warranty I did take my truck in and told them my car will might have a transmission issue because every time I would drive the car had that tugging feeling. They said it was the change of hear (weird)
  I have tried finding the corporate website to complain but nothing. I even checked with lemon law lawyers and they are complicated as if they did not want to review. It fustrating to have paid for something that breaks down on you in less of 6 years of purchasing. This website is my last resource in hope of some guidance

  

  Business Response

  Date: 10/20/2022

  I spoke with ***** and a solution seems to have been met. She also has my contact information and I encourage her to reach out to me at any given time if she needs any kind of guidance. If she has any other questions or concerns she could please reach out to me the General Manager ***** ***** at ***** *** * **** ********* ******