Complaints
This profile includes complaints for Leith Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 40 total complaints in the last 3 years.
- 13 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/07/2024
Type: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.
Complaint: 21255984
I am rejecting this response because:
This man has had no contact with me whatsoever he has not reached out he has not talked to me personally and I most definitely did not assure him that I am a satisfied customer and for that reason I am rejecting the response he has completely lied on the basis that I have assured him Im satisfied completely unprofessional and disappointing and thats aside from the fact that hes claiming that he talked with me and claiming that I told him I would like the ticket/complaint closed.
*********************.
************************* the less took the car off and I cannot make this up exactly a week later the car breaks down on my way home from work with yet another transmission fault Leith then tells me for another new one it would be another 7000$ or I could trade the car in for its current condition and get a brand new one only problem is they offered me 1000$ trade in value I mean what in the world. incredibly disappointed now 2-3 months no car and they have not offered any other solutions I'm at my **** end and losing ************ the money I've poured into this car. took me around 3years of saving from working since I was 16. this situation needs to be made right.
Business Response
Date: 03/01/2024
After speaking with the client this matter has been resolved and ****************** has assured me that he wants to rescind his complaint.
Business Response
Date: 04/02/2024
Service Manager spoke with customer, detailed the points of his complaint, looked at the records, and agreed on an internal resolution. Customer has agreed that he is satisfied with the result and no longer has a complaint with Leith ********** of Raleigh. Customer also has general manager's number in the event of anything further to contact directly.Customer Answer
Date: 04/02/2024
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,
*************************Initial Complaint
Date:01/18/2024
Type: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.
The quote from *** Jeep in Wilson, NC was "apples to apples" as Leith characterizes it in their response. I sent the exact quote Leith Jeep provided to *** Jeep in Wilson and they provided a quote that was approximately $2,000 less than the quote provided by Leith. They didn't need to see the vehicle to quote the same repairs - leith makes an issue out of this non-Issue. Furthermore, as I stated from the outset there was NO oil leak as Leith had misdiagnosed this issue with either reckless incompetence or with full knowledge that the diagnosis was incorrect in order to perform $3,300 worth of unnecessary repairs. Most people will not question a dealership quote and the dealership uses this to manipulate quotes and customers which is the case here. Per the attached emails I sent to Leith dated January 4, 2024 and January 14,2024 to the service manager, **** ******y and General manager **** ******** no attempts were made to contact me contrary to their dishonest claims in their response to the BBB. *** ******* was very pleasant at the beginning and completely ignored me once I sent him the attached email. He got caught trying to abuse the situation and rather than handling it respectfully he make false statements about attempting to contact. My proof of contact is attached.Business Response
Date: 01/22/2024
A repair order was opened for *** ********** 2017 Jeep Grand Cherokee on December 26th at Leith Chrysler Jeep. The customer said the vehicle was leaking coolant and asked to have it checked and advise him of the results. An offer was made to diagnose the vehicle and a signed authorization was provided. Authorization was also given to perform an open safety recall to reprogram the powertrain control module.
The diagnostic service was performed and the results were communicated to Mr. ********* A second offer was also made to him, to make the repairs identified from the diagnostic service, along with recommended maintenance needs. This offer included a quote for the recommended parts and services as performed by Leith Chrysler Jeep.
As a result of the diagnostic, the recommended work to address Mr. ********** initial concerns about the coolant leak were to replace the water pump, thermostat, a new belt and a coolant flush ($1574.11). This was the required work to fix the vehicle using original equipment parts warrantied by the manufacture. Upon doing a complete inspection the following optional work was noted .....an oil leak was discovered as a result of the diagnostic service and fixing the oil leak around the front timing cover and damage to the motor mounts was quoted ($3,324.75). Maintenance items recommended were a tune up, 4x4 service, 30k service, cabin filter and oil change ($1,528.04). The total amount quoted for Leith Chrysler Jeep to perform all quoted services was $6,426.90.
Mr. ******** then chose to take the results of the diagnostic service Leith Chrysler Jeep performed for him and get other estimates from at least three other repair locations, *****'s Tires, Quality Tire Alignment & Brake Service and *** Jeep in Wilson. The quotes are not apples to apples quotes to the one provided by Leith Chrysler Jeep, as at least one includes using aftermarket parts, and the quotes include some, but not all of the recommended services and parts as provided in the repair offer made by Leith Chrysler Jeep. Per *** ********** own admission and communication, the results of the diagnostic service we completed for him were used to provide information to obtain these additional quotes, as the quotes were provided "vehicle unseen."
Attempts were made to contact Mr. ******** by phone after he expressed his dissatisfaction with the repair quote. We wanted him to bring in the vehicle so we could show him together where the oil leak was even though we did send him a video of it. However the calls were never returned and we did not hear from him prior to or after his filing this complaint.
Leith Chrysler Jeep performed the diagnostic service as requested and authorized. The results were communicated to *** ******** and this information was used to obtain quotes for repairs form other shops without them having to diagnose it again. As the service was performed and completed, no refund will be issued.Business Response
Date: 01/27/2024
Nothing further to add.Customer Answer
Date: 01/29/2024
Complaint: ********
I am rejecting this response because: Leith is not adding anything to their prior response because they were caught making false statements that they had attempted to contact me numerous times. They do not want to be caught making additional false statements. They ignored my attempts to resolve the matter per the emails I submitted to Leith and then to the BBB as documentation that they had made no effort to contact me. The last attempt Leith made to get in touch with me was December 28, 2023 via email from **** *******, service manager when they provided the outrageous and misdiagnosed quote. This correspondence is on the email thread I provided to the BBB. This complaint needs to be made public to keep Leith in check from lying about their interactions with customers when this customer actually has documentation that Leith cannot refute. Moreover, they falsely alleged I had an oil leak and stated this was an "immediate need" per the statement I provided not an "option" as thye characterized in their initial response to the BBB. Accordingly, they have no further response.Sincerely,
******* ********Business Response
Date: 01/30/2024
At 12:40PM on December 26th 2023 a repair order was opened at Leith Chrysler Jeep for ******* ******** **** ***** ****** ** *** ******* ** ****** for a 2017 Jeep Grand Cherokee ******************* by service advisor **** *******. A diagnostic service was authorized by the customer. The diagnostic service was performed and the results were provided to Mr. ********. We know this because we have the documented repair order, the signed authorization and Mr. ********'s communications about his opinion of the results of the diagnostic. We also have *** ********** communications about his use of the results of the diagnostic we performed, to obtain additional quotes for repairs from various third parties. These facts tell us the diagnostic service was authorized and performed, so compensation is due. As already stated, no refund for the diagnostic service will be issued.Customer Answer
Date: 01/31/2024
Complaint: ********
I am rejecting this response because recently Leith had an opportunity to reply to my earlier response. Leith, that is **** *******, service manager advised that Leith had no further response. Now Leith responds and further attempts to manipulate and deflect in this process. It is very telling that Mr. ******* did not address my accusations that contrary to their claims Leith made NO effort to contact once I received the email from Mr. ******* dated January 28, 2023 and previously submitted to the BBB. Conversely, I provided documented correspondence to Leith (to BBB) regarding my efforts to resolve the matter. My two documented attempts were ignored by Leith. ******* lied to the BBB regarding attempts to resolve the matter with me and lied that I failed to respond. ******* exemplifies the car dealer stereotype of being a bit slimy and his knowingly and purposefully false submissions to the BBB support that characterization. I believe the misdiagnosis for which I demand credit was intentional and Leith had every expectation that I would not question their $3,400 repair misdiagnosis since my vehicle was inoperable at their dealership having broken down only a block or so away with my girlfriend driving my vehicle. Meanwhile, I live 45 miles away in Wilson, NC. I fully believe that ******* works off some sort of commission basis and this is likely a common practice at Leith and I imagine the BBB has seen a fair number of these types of complaints against Leith. Again, Leith misdiagnosed an issue with my vehicle - "a major oil leak" as they described it that required "immediate attention." There was NO oil leak, much less a major oil leak as they described it. What a sham ******* tried on me and likely many others where he is actually successful in scamming folks who trust the Leith brand. Fortunately the BBB can publicize my experience so the public is better informed about what may happen if Leith diagnoses their vehicle.BBB, thank you for this opportunity and this forum
Sincerely,
******* ********Initial Complaint
Date:12/12/2023
Type: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.
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,
Rie *******followed up again today at 8am and only got a call from the manager at past 4pm, only to tell me that she does not have any answers as of yet because the person in charge in corporate has already left and since this manager (who called) will be off tomorrow, to expect the next follow up on Wednesday. For 2 long weeks, and the whole day today to do the follow up with corporate, I still don't have a decent answer. I am asked to wait 2 more days with no guarantee on the resolution of this issue. There are several other managers who can take care of the issue, why would you ask a customer to wait again when this case should be treated with urgency. In any sale, the payment should be given once goods have been given. I should not be asked to wait much longer especially for a 2k pay out that the dealership can easily cover. I am clearly being given excuses, for a 25k valued car I have already handed off, it is but fair I am given the full settlement as promised with no further delay.Business Response
Date: 12/13/2023
We will be sending the customer their money today. We normally do not send customers their money until we receive the title, but we are going to send the money today with out the title.Initial Complaint
Date:08/28/2023
Type: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.
My wife and I purchased a vehicle from Leith Jaguar Land Rover of **** at the end of December 22. Part of the deal and written in the "We Owe" was a replacement part estimated to cost $800-$1000 that the dealership agreed to pay for. Around 16 January 23 I went too a local **** dealership to order the part and found out it cost $2350. On 17 January I sent an email to our salesman ***** with the order invoice from **** and asked what they can do. He emailed back there next day saying the best they can do is give us $1000. I responded saying that's not going to work, the we owe didn't have the correct part number nor price and it was their dealership who looked up the wrong part. Several texts went back and forth over the next 2 months with no resolution.I emailed the general manager ***** on 11 April about the issue. He promptly replied and promised to resolve the issue. A follow-up email was sent on 22 April and ***** said he personally signed a check for us and it should be in the mail. The check was never received, I emailed again a few weeks later to verify it was sent and tell him our mailing address was not the same as where the vehicle was registered; even though the dealership had the mailing address from the sales paperwork. I never heard back after my last email sent on 29 May.Business Response
Date: 08/29/2023
I spoke with **************** on 04/18/2023 after he was unable to come to an agreement with the Sales Manager. He requested that I reimburse him $1,000 which I kindly obliged. We sent him a check that day to his address on file which is in **********. Due to ******************** military status he was currently stationed in ************, ** and not **********. He reached out several times to me and I let him know that we had sent the check out via **** the day we spoke. I never did receive his email on May 29th that he hadn't received the check. For some reason it had gone to my spam account. I never heard from him again until I received this complaint. I immediately contacted **************** and apologized for the inconvenience. I also agreed to pay the $2,350 and put this situation behind us. I emailed **************** today to let him know that I have sent him two checks via ***** (Tracking #************) and they should be deliver tomorrow to him at *************** ************, ** 28312.Initial Complaint
Date:07/28/2023
Type: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.
Complaint: 20389974
I am rejecting this response because:
The defect was in the seat when I looked first time in the back from my new car the day after I bought it. Probably happened during the last cleaning .Sincerely,
d I still request a new seat cover or a reasonable sum for compensation.
*********************Business Response
Date: 07/31/2023
My name is ***************************** and I am the general manager of Leith Chrysler ************** in ***********************. I have gathered several facts from our management team which are outlined below.
******************** vehicle, a 2023 Dodge Challenger SRT Hellcat (VIN *****************) was purchased from our dealership on June 29th, 2023. This type of car is a rare automobile for us so when we get one from the manufacturer, we store it in our new car showroom so it can be on display for customers to see. After **************** purchased the Challenger from **, he contacted us about a couple of things he wanted the dealership to look at. We advised the customer to take it to a local ********************** ************** store in ************** closer to his home. It appears he did that because when he brought it to us, we could see in the ************** warranty system that the dealer in ************** submitted a warranty claim on the seat issue and was subsequently denied coverage. The customer actually told our service advisor that the ************** dealer was responding like we were; mainly the seat was not covered by warranty.
The vehicle was dropped off here at our store on July 24th and picked up by the customer on July 25th. While here, we sent digital images of the seat to Dodge to see if the manufacturer would cover the claim. We wanted to ensure the warranty claim from the dealer from SC was valid. The response from Dodge is below:
"Based on the image of the affected area, this concern appears to have been caused by an outside influence that is not a covered warranty claim as a manufacturing or labor-related issue. "
When we followed up with the customer, he said he didn't notice the damage until after he got the car back from having the windows tinted. After leaving our service department with the car on 7/25, customer stopped outside of our showroom and one of our sales managers went outside to speak with him. On the way to the car, our manager saw the customer hastily pull out of our driveway and leave.
Business Response
Date: 07/31/2023
Since this type of automobile is so rare, we keep it in the showroom until it is sold. We show it to customers who have questions by opening up the doors and showing them the car. Once it is sold, out detail team will clean the car one final time. Several people would have seen the deformity in the back seat if it was there when the car was sold to the customer.
Thanks,
*****
Initial Complaint
Date:07/25/2023
Type: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.
They didnt contact me from this message, I contacted them. I am filing a case with American Honda as they have no ETA on the transmission as its on critical back order. I also wouldnt feel safe in this car. I wont be happy with this case until I am out of this car with all my money back and in a different car.Business Response
Date: 07/27/2023
**************** car was towed to ** July 05, 2023. Our first update was at 4:24pm on the same day.
We diagnosed the car and ordered a transmission on July 6th, updated customer at ******.
July *********, checked on status of the ordered part. It still showed backordered with no release date. Updated customer.
As of this writing, the transmission is still not showing a release date. Ms. **** is still in our loaner car.
She has inquired about repurchasing the vehicle, we have provided information to contact the manufacturer, including the part number, and critical/red ordered number
***********************, SM Leith Honda Raleigh **************.
Business Response
Date: 07/27/2023
Date Sent: 7/27/2023 10:13:10 AM**************** car was towed to ** July 05, 2023. Our first update was at 4:24pm on the same day.
We diagnosed the car and ordered a transmission on July 6th, updated customer at ******.
July *********, checked on status of the ordered part. It still showed backordered with no release date. Updated customer.
As of this writing, the transmission is still not showing a release date. Ms. **** is still in our loaner car.
She has inquired about repurchasing the vehicle, we have provided information to contact the manufacturer, including the part number, and critical/red ordered number
***********************, SM Leith Honda Raleigh **************.
Customer Answer
Date: 07/27/2023
Complaint: 20372252
I am rejecting this response because:They didnt contact me from this message, I contacted them. I am filing a case with American Honda as they have no ETA on the transmission as its on critical back order. I also wouldnt feel safe in this car. I wont be happy with this case until I am out of this car with all my money back and in a different car.
Sincerely,
***** D***Business Response
Date: 07/28/2023
It is our understanding that the customer no longer wants the vehicle, and does not trust it, since we are unable to get a replacement part.
We are unable to escalate the order any higher than it already is. We tagged it as critical, car down, red order, the moment we saw it as backordered. This is a brand new car. Unfortunately, ever since the supply chain disruptions, we have had many issues similarly. I am not sure, but suspect the replacement parts are being updated so as not to have this issue in the future.
*********************** advised the customer on the most recent phone call that any consideration to repurchase the vehicle, and make the customer whole, would need to be directly from American Honda. We are not allowed to begin that type of proceeding. The customer will need to contact American **************** directly.
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