Complaints

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:12/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 dropped my pick up off on June 9, 2022 to have warranty work done. Lithia called me a few days later and told me my pick up needed the engine replaced, and that they were having trouble locating one. I have been told five times since then that they have located an engine and it is being shipped to them. Not one of the five engines they have promised has showed up. They are placing all the blame on the warranty company when I call the warranty company they say they havent heard from Lithia since June 15 of 2022. where as on June 15, 2022, the warranty company emailed Lithia and told them that they had located an engine for my vehicle and just needed to know if they were willing to except delivery. ****, the service advisor at Lithia has told me multiple times that he has contacted the warranty company and told them that he would except delivery of the engine but every time I call the warranty company they still tell me they have not heard anything from Lithia or ***** Two weeks ago I was told that an engine was on a truck and being shipped to Lithia motors in Missoula They then pulled my pick up into the shop, hold the old engine out. I called today on December 20, 2022 and once again was told the engine that was promised did not show up and they are going to try to locate it. I have made six months of pick up payments, six months of insurance payments and license plates. Not one time has ******************** motors, offered me a rental vehicle compensation for my pick up being there or anything of the sort. I am at my **** end dealing with the dealership. I would like my pick up back with an engine in it and compensation for the last six months. This dealership has done nothing but told me lies, and has not once apologize for the inconvenience or taken any of the blame.

  Business Response

  Date: 12/23/2022

  Thank you for reaching out.  Unfortunately the engine needed for this repair has had issues with backordered parts as well as transport to the dealer. The customer is aware and understandably frustrated as well. The customer was updated this week that final shipping and delivery to the dealership would happen early this week and would be installed. With the weather it was delayed again however we were able to get it here and it's in the process of installation. The customer is aware of the current status. It's in our best interest to get the repair finished as it's our only means of compensation as well. Mutual frustration is understandable and we are pleased that this process is about to be completed. Thank you for the understanding. 

   

  Lithia ************ Team. 

• Initial Complaint

  Date:08/26/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 took my car in for an oil change at there locations and they tested my battery and said it had a bad cell so I said fine go ahead and replace it pickup my car drove a half a block and I had a misfire and the check engine light was on (mind you nothing was wrong with my car when I dropped it off everything was running perfect) so I turned around and took it back they said they pressure washed my engine to find an oil leak they couldn't find so they replace the spark plugs and the coil and as I pulled away I notice the volts where still jumping so I took it back and they said take it to demoris because they don't know what's wrong well as I was dropping it off at demoris I notice the front tires where all messed up as in the photos and unsafe to drive on I went back talked to them and they said it must have been a pothole talked to the people at demoris and they said no way it would do that so now I have to spend 700 dollar for new tires when the tires where already new when I bought the car at the beginning of the year I just want them to fix there mistakes and I will never take it back there even for an oil change

  Business Response

  Date: 08/30/2022

  On 8/17/2022  7:15am vehicle was written up for service.Maintenance was performed along with battery change.  The customer picked up the vehicle, returned about 5 minutes later states engine light is on and no pedal response. Upon inspecting the vehicle, the light wasn't on but there was a misfire fault. After interrogating concern, we found that a coil had gone bad.  This failure had nothing to do with a battery replacement of spraying off some oil from his leak "not hosed off". An unfortunate thing just happened on our watch. We performed this repair at No Change for the inconvenience to the client.
  
  On 8/20 around 12:00pm client brought vehicle in; states voltage meter is dropping below 13volts. This again wouldn't be something caused by changing a battery. We interrogate fault memory nothing present, we test voltage at battery/alternator to verify voltage is dropping. We recommend an alternator for replacement. Customer approves the replacement.  Customer paid for repair picked up same day.  
  
  8/22/2022 client shows up states voltmeter still doing same thing. Customer also present us with an extended warranty.  At that point I advised the customer to take to Buick dealer , as we have exhausted what we could do at our level being a **** dealer. I called and set an appointment to help assist the client. I then refunded the client and established a claim against the extended warranty. The claim was approved, I even waved the $100.00 deductible for the inconvenience.
  
  On 8/26/2022 client shows up here demanding to pay for his tire damage.  I declined to replace , as I know specifically where the car was the entire repair process due to the severity of the customer as he is heated. I was the one who pulled in, test drove and parked. 
  
  Tires damaged on both sides isn't a characteristic for a shop rack damage, he clearly hit something.  The car had 80 miles on it since we did the oil change. That's generally caused by potholes,  clipping curbs or debris in the road.Additionally, our shop racks are blue. I believe we have gone above and beyond for this client. To cause damage to the tires and not say anything isn't us.Why would we offer to do the other goodwill gestures if we didn't take care of our clients. I feel he is trying to take advantage of us because we paid for other repairs.
  
  
  
  **********************;

  Service Manager

  
  

  Customer Answer

  Date: 08/30/2022

  all the milage that was put on the car was going back and forth the there dealership and then down to the demoris (buick) lot it has been sitting at the place (demoris) where they made the appointment the car has been sitting in the demoris lot since I picked it up from lithia **** I will have a tire shop look at the tires and tell me what they did they also declined to give me the video of my car being parked in there lot clearly knowing it was done there or else why would they fight this so bad unless they knew they did it again the car ran and look beautiful before I took it to then and then starts being torn apart by them as well as **** told me those "hosed down the engine" his exact words but wouldn't write it down for me demoris assured me this was no pothole and I didn't hit anything I drove my pickup I will have demoris check the odometer again however this eas all there fault they just dont want to own up to there mistakes as they have done this to several people i have learned in the last 1 or even 6 months someone needs to stop these people from ripping people off .Complaint: 17781529
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************