Complaints

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

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Lithia Chrysler Dodge Jeep Ram of Bend has 2 locations, listed below.

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  Lithia Chrysler Dodge Jeep Ram of Bend

  1865 NE Highway 20 Bend, OR 97701-4832

• 

  Lithia Chrysler Dodge Jeep Ram of Bend

  150 N Bartlett St Medford, OR 97501-6015

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:12/16/2024

  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.

  Purchased a 2015 **** F150 on 7/30/2024 for 32k, plus 9k for extended warranty, loan total was $41,133.12. The vehicle broke down the day after we bought it, and has been in and out of the shop ever since. They did provide a loaner vehicle for the first few weeks, but we were told we had to return it, as too much time had passed, even though the truck still isn't fixed. Now they say that they won't fix the vehicle, and we are past the time frame of returning it, even though they have had the truck back for over a month. We have no vehicle, and no way to get a different one, because we are stuck with a $40,000 loan on a truck that we don't even have.

  Business Response

  Date: 12/18/2024

  Hello, please see below for what was communicated to the customer:

   

  
  Hello, 
  
  The dealership has confirmed that they are in contact with you directly to assist with your concern. Should you have any needs after working with Bend CDJR feel free to reach out to me directly. 
  
  Thank you, 
  
  *** ********
  Customer Relations | Legal
  *******, ******

• Initial Complaint

  Date:10/02/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  In October 2023, I purchased new tires for my truck. When I put the tires on, ******** informed me that it was impossible to align them because the draglink had been welded in place.Chrysler welded the drag link because of a manufacturer recall. As a result, the recall fix prevents any further vehicle alignment. All manufacturers recommend that vehicles be re-aligned every three months. A vehicle that is out of alignment is more likely not to be able to stay in its lane, which is a safety risk and causes more wear and tear on tires.Starting around November 2023, I began trying to work with the Lithia Dodge dealer and directly with Chrysler Care to resolve this issue. Neither company was willing to take responsibility, and I was passed back and forth over the next few months. Finally, in January 2024, I learned why I was not getting help.Because my truck was initially sold to ******, American car manufacturers have begun to ban warranties on these vehicles when they are brought into the **. As a result, any work or repairs done to the vehicle will be void of the manufacturer's warranties. Here is an example to put this into perspective. If the engine on my truck fails and I have to replace it, a new engine comes with a manufacturer's warranty to cover defects. Such a warranty is typically five to six years or 60K to 70K miles. Since my truck was sold in ******, I am not given any of these warranties. This would hold for any repairs. Even something as simple as the gate latch. My replacement gate latch breaking was how I learned about this policy that Chrysler had adopted.I was not notified of this clause when I purchased the truck, and Lithia upsold me a warranty package, which has done no good.If a car manufacturer is going to make such a drastic change to a standard business transaction as purchasing a vehicle, they need to have the consumer sign a disclaimer stating they were made aware of such a change.

  Business Response

  Date: 10/08/2024

  Brett,
  
  Thank you for reaching out regarding your purchase. My name is Sofia and I will be the Customer Satisfaction Representative working on your concern. We take all concerns seriously and I am going to do my best to help you. I have contacted Lithia Chrysler Dodge Jeep Ram of Bend with your concern. I or the dealership will follow up with you within 3-5 business days.
  
  In the meantime, should you have any additional questions or concerns please do not hesitate to contact me directly here. As you know, we strive to Earn Customers For Life and I hope to make that true with you.
  
  Sincerely,
  
  Sofia Nadow | Customer Relations | Legal
  ? Email: [email protected]
  
       
    Earn Customers for Life. Improve Constantly. Take Personal Ownership. Have Fun!
  
  

  Customer Answer

  Date: 10/15/2024

  When I purchased the vehicle, I also bought their extended warranty. However, their secondary Canadian policy (which they did not notify me of at the point of sale) contradicts the purchased policy. 
  
  In addition, there was no compensation for the significant amount of money I had to spend on items like the drag link recall and trailer latch. These items were classified as unrecoverable due again to their secondary Canadian warranty policy
  
  I will likely proceed to recover these funds in a small claims court. I am looking for around $5,000.00 to be refunded due to Lithia's unlawful trade practices of withholding information at the point of purchase. 
  
  -- 
  Thank you,
  ***** Counsellor
  All Around Bend Handyman 
  ************
  

  
  

  Customer Answer

  Date: 10/24/2024

  the response from the dealership for a fair trade value for my vehicle is unacceptable. For one, this is what would be offered to anyone coming in off the street and my case does not fit that bill. Two, it does nothing to address the lack of transparency and the violation of the ***'s Fair Trade Practices. I will be sending Lithia a demand letter and if it is not resolved, I will be taking this to small claims court. 

• Initial Complaint

  Date:07/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  In January 2024, I purchased from a used 2016 Dodge Durango R/T with 77,*** miles from Lithia Dodge Jeep ***********, **. I was assured it had gone through a thorough inspection process and had passed with no issues. As part of the purchase, I included a Level 2 Service Contract with Liberty Shield that includes the Tech-Shield option and the Eco-Shield option. Since purchase I have put about ***** miles on the vehicle. The vehicle has always had an exhaust smell to it and last week I finally had the opportunity to take it to a repair shop to ascertain what needed to be done to fix the exhaust smell. Unfortunately, the issue is with the exhaust system near where it meets the engine block and is quite serious. The cost for these repairs is $9,375.43, and not a single dollar of that is covered under the warranty that was added on to my contract. This situation is egregious. The Lithia website states the following - "Our staff members check the maintenance and accident histories of the vehicles to ensure that they are in excellent condition. OUR SERVICE DEPARTMENT THEN THOROUGHLY INSPECTS THESE VEHICLES AND RECONDITIONS THEM TO MAKE THEM OUTSTANDING EXAMPLES OF WHAT A GREAT PRE-OWNED VEHICLE SHOULD BE." The repair person at the shop I am using is a Master Mechanic and also a Lithia subcontractor here in ****, **, where I live. He tells me that it is impossible for this issue to have occurred within the last ***** miles. It would had to have been going on for significantly longer. Based on that information, it appears to me that Lithia was either aware of the issue or should have been aware of the issue based on the inspection their website states occurs. Yet, here I am holding the invoice for over $9,000 in repairs that should have been corrected before the vehicle was ever even offered for sale. No one at Lithia will even return my calls or emails. Should I be consulting an attorney?

• Initial Complaint

  Date:04/03/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 6/8/22 I purchased a service contract in the amount of $4999 from finance manager, *************************** with Lithia of Bend, an extended warranty to cover my 08 GMC ****** 2500. Also being purchased, same transaction through Lithia.On 2/27/24 I took my GMC to the shop for warranty repairs and was informed of modifications being the reason my claim was denied.Modifications:DEF delete Tuner 8 lift I paid the cost of repairs $5800 as opposed to a warranty deductible of $250.On 3/15/24 my GMC blows a head gasket and unfortunately will remain in operable until this issue is resolved as I am financially burdened and havent recovered from the prior repairs. Ive contacted Lithia numerous times via email/phone attempting to reach a reasonable, and respectable resolution. When I first spoke w/******************** he claimed negligence stating he was unaware of the modifications. Lithia states on their website Every vehicle gets a multi point inspection before it hits the lot checking for diesel exhaust fluid leaks is specifically on their checklist. My point; as a mechanic surely you would notice if 85% of an emission system had been removed. Yet none of this was listed, nor brought to my attention. I had made it very clear at the time of purchase I did not want this vehicle without a warranty. I certainly would not have purchased a warranty defunct as a result of these modifications.Ive spent thousands of dollars on repairs & tows which shouldve been only the cost of deductible $250.Ive enclosed receipts, warranty denials, warranty declaration page w/vehicle ************* between Lithia and myself regarding the current issue.I would not have purchased the vehicle, had a prior knowledge of the modifications.example: If I were to move out of state, Id be unable to register this vehicle, it will not pass emissions. A full refund of the warranty, itself, is not a sufficient acceptable remedy. Fixing this last repair would put me well over $10,000 total for both repairs.