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:05/18/2024

  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 4/25/24, I purchased a Certified Pre-Owned 2022 Jeep Grand Cherokee.After one week of ownership, I noticed a number of issues with the car. The tires are the topic of discussion for this complaint. The other 5 issues are warranty covered thankfully. The tires on this Certified Pre-Owned Jeep barely pass inspection requirements at 5/32. For perspective, 4/32 is not an inspection passing score. Any auto repair shop, and certainly Lansdale Jeep, a company that thrives on the reputation of their vehicle certification, would advise against these tires for long term safety reasons alone. Additionally, the front tire was previously leaking air and currently has a tire plug in it. Further indication of low tread and the need for tire replacement. I took the vehicle out to show the Lansdale Jeep technician the vehicles problems. When he looked at the tires, he immediately said Oh ****, I cant believe they even passed these tires, Im going to speak to the service manager. These tires need to be replaced. Upon his recommendation to the service manager *******, ****** tried to silence the technician by talking over him and disregarded his recommendation to change all 4 tires. I also showed the tires to another reputable car service shop in the area. They felt these tires should not have been sold on a certified pre-owned vehicle and emphasized the need to replace them. I asked the service manager ****** at Lansdale Jeep, if the comments were true about the tires tread life. ****** agreed and stated Yeah, its true, the tire is very soft and wears out quickly. Unfortunately, ****** was only interested in how he could pass the cost on to me. He offered to cut the labor costs and suggested I buy new tires during one of their sales events. My response to ****** was after spending over $40,000 dollars with Lansdale jeep on a new car purchase, new tire replacement is not an unfair ask. Asking me, to buy new tires in 3 months, is not service excellence.

• Initial Complaint

  Date:12/20/2023

  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 purchased my 2020 **** ******** from Lansdale auto group in July of 2023. I paid 4,500 in cash and the car cost a total of 26,083.93 . About a week after purchasing the car my transmission needed to be replaced. (it shut off in the middle of the road and had the check engine light on ) Two weeks later all my rotors and break pads had to be replaced, as well as, my 2 back tires. I often have issues with the computer system, the screen just goes black or the back up camera freezes for a few minutes after I am no longer backing up. Every time I drove back to Lansdale, I asked to return the car because of the continuous issues. They always responded with " well once we do this work everything will be all good" and " you won't be able to find a better car for this price" . 5 months later and my mechanic just let me know the led in my oil means my entire engine now needs to be replaced. Lansdale auto group continuously blows me off and tries to pretend like monthly visits to their business is not a big deal if the service is covered under my warranty.

  Business Response

  Date: 01/04/2024

  I am writing in response to the complaint of **********************************
  
  On July 18th, ****** dropped her car off due to the fact that the check engine light came on and the vehicle seemed to be in the limp in mode, which is the cars way of preventing further damage until it can be diagnosed.  She indicated that after she shut it off and when she restarted, it ran fine but the light was still on. 
  
  We scanned the **** and there was a code for one of the clutches in the transmission.  As per the manufacturers instructions, we ordered a replacement.  We paid to have the parts order Special Handled due to the fact that ****** had recently purchased the ****.  We gave her a loaner car to drive while it was here.  Despite all of the constraints on parts availability, we were able to get the **** back to her within 9 days.
  
  On August 14th, she returned with the **** complaining that the right rear tire was losing air.  There was damage on the sidewall, so the tire could not be plugged and had to be replaced.  In a 4wheel drive vehicle, you need to have similar tread depths across the axle.  Otherwise, the 4 wheel drive system can be damaged due to the different circumference of the worn tire vs the new tire.  Consequently, we mounted and balanced two new tires.  In the interest of Goodwill due to the earlier problem with the transmission, we paid to put the 2 new tires on the ****.
  
  She also complained about a pulsation in the brakes.  The brake pads were almost new.  They had 83% of the pads left.  However, instead of just sanding the rotors, in the interest of Goodwill, we replaced all of the brakes and rotors at no charge to the customer.
  

  We returned the car to her on the August 16th.  At no time during these two events did we charge her anything for the repairs, despite what she indicates in her complaint.
  
  In December, she had her oil changed by someone, although the receipt shows no information about who did the repair.  One of the notes at the bottom indicates that there was metal in the oil pan.  I am not sure how you would know that without dropping the oil pan, which you do not do when you change the oil.  However, when I received the complaint with the receipt attached, I had ******* in service call her right away to have her bring the **** here so that we could make sure that there was not a serious issue.  She declined and saying that everything was fine for now.
  
  There is Powertrain Warranty on the **** until December 6, 2026 or 100,000 miles on the odometer, whichever comes first, subject to a $100 deductible, as long as the **** is properly maintained.  If she ever needs to show proof of maintenance to the Manufacturer, the receipt will need to be much more complete with her information, the vehicle information, the repair facility's information, and complete parts information including the use of the proper type of oil, filter, etc.with part numbers and descriptions.
  
  At this point, the **** has been here twice.  Everything was paid for either by us as Goodwill, or the factory warranty.  I know that it is an imposition on here time to bring it here for service, but we have done everything and more under the terms of the warranty, and will continue to honor the warranty, provided the vehicle is properly maintained.

  Sincerely,
  *****************
  President

• Initial Complaint

  Date:11/15/2022

  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.

  I purchased a 2019 *** **** truck from them and at the time the sales person convinced me to purchase the Extended warranty which I did with no problem at all. Unfortunately a few months later I was rear-ended and the truck was totaled. Insurance covered everything with the exception of the Extended warranty which Insurance told me the dealership was responsible for and would have to refund. I contacted the dealership four time and was finally put in touch with ***** who confirmed that yes i was entitled to a full refund of the extended warranty and emailed me a form to fill out and sign. I filled out the form and provided a total loss statement but heard nothing. I went to the dealer twice and both times ***** wasn't available. I spoke to a salesman who said "oh send it to me". After sending the forms again I made SEVERAL attempts to contact the sales person who was with a customer every time. I asked the receptionist, who gave me her name as ********, if she could at least just confirm that they received my papers while I was on hold. She did come back and CONFIRMED they received the documents, she also told me that I needed to be patient because this takes time and they would handle it. While I found it rude it was certainly a response. After months of being "patient" I have received no refund, no response, and no explanation. I reluctantly called again and ***** was "not available" and just for added fun no one could help me find ********. This has gone on entirely too long now and I'm 100% sure they wouldn't accept this kind of nonsense from someone buying a car. Unfortunately this was the last step I could think of before trying to file a law suit but hopefully you can help me.