Complaints

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

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  West Hills Chrysler Jeep Dodge

  900 W Hills Blvd Bremerton, WA 98312

  
• 

  West Hills Chrysler Jeep Dodge

  PO Box 4760 Bremerton, WA 98312

  

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:02/20/2023

  Type:Sales and Advertising 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 a vehicle from West Hills CJDR in May of 2022. At the time, I has paid for their ********** package, Expel package with Window tint and the service package. I took my vehicle into the service department to have them install the Expel and **********. They did the Permaplating but not the Expel protection package. I asked why the Expel had not been installed and I was informed this was a separate department and I would receive a call. A few weeks late, I had to get the oil changed in my vehicle and was informed that the service package, that I paid for, does not approve the appropriate oil filters for my vehicle but that they would install one that is "acceptable." I had to have warranty work done on my vehicle in the meantime and asked the service manager about the Expel and service package not using the correct oil filters. I never got a call back nor was contacted by anyone. At this point I was pretty fed up, called and asked for my money back. I was told the service package was through a third party and they would contact said third party. It has been over 6 months since the last time anyone has spoken with me about getting my money back for the service package and the Expel that I paid for. I am unable to use the advantage of the service package due to the lack of using the appropriate filters for my engine. The Expel package was never installed after multiple inquiries about this. I have called the receptionist and every time I have had to leave a message for someone to call me back. Still no call from anyone.

  

  Business Response

  Date: 02/23/2023

  I spoke with ************** on the 21st and addressed his concerns with the maintenance package and the Expel Appearance package. We are refunding the 2 packages he purchased from us because he was not able to use either product. With the Oil change maintenance plan he wants to change his own oil on both of his vehicles and has already purchased his high performance filters. I did offer to reimburse his filters if he used his maintenance package here, but he told me he likes to do it himself anyway.
  The expel appearance package with the clear mask protective strips and the tinted windows, he ended up doing himself because we did not follow up with him to get this done.
  He is very pleased with the sales department, and wants to continue to do business with us, but he is requesting these refunds. I have the refund form sent to his email and as soon as he is back in town this weekend he will sign and return. He has my direct number for communication, and we will be canceling and refunding the full amount.
  
  ***************************
  General Manager
  West Hills CJDR

• Initial Complaint

  Date:01/11/2023

  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.

  I bring my 2016 Dodge Grand Caravan at West Hills on Dec 03, 2022 for the thermostat because my check engine light is on, and I told them that I feel like my transmission is going out. So I told them I have service contract with CARSHIELD, that day I have the car rental. Everyday I called to check the status of my car so hard to get a hold of anyone whos working with my car. on Dec 14, 22. They said my service contract approve the transmission. So Im expecting to be done by a couple more days. But its not. I called to know whats going on why its taking long time. They told me that my service contract denied my claim. So I called and called CARSHIELD. and find out that they approve it but the service advisor at westhills adding and changing what was approved, thats what carshield says. Anyway I didnt get my car till January 04, 2023. They bill me for $2211.32, I just wanna get out of there. When I was driving home, theres a knocking on the car I dont know if its the engine or the transmission so I called the west hills what I observed on the car. Its getting louder and louder so I took it back to the shop. They said the router was loose, its good thing I didnt get in to accident. Now my complain they fix something on my car without my knowledge and get stack with bill. Like the cooling system, radiator hose, I bring my car for thermostat problem.. I want some explanation so I called the manager **** to get some answer looks like hes been avoiding me. I told them to call me but still not.. I wanna get reimbursed for the car rental. They should let me know or recommend that some works that need to be done but no. They just did it and bill me..

  

  Business Response

  Date: 01/18/2023

  Just spoke with ******************. He was unclear about his bill and was reaching out to his service advisor that has not been in this week. I believe he was messaging her cell phone as Ive seen no messages on Xtime come through from him. Hes coming in next week to sit down with me so we can go line by line through his bill so he can better understand. Hes having a hard time differentiating what Service Contract covered vs. what he was charged for.The phone call went extremely well and he will be closing the BBB complaint. He has my cell phone number so that moving forward, he has a direct line of contact to me.

  Customer Answer

  Date: 01/18/2023

   
  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:01/03/2023

  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 brought my truck in for an engine light a couple of months ago . They ordered the part and replaced it. Apparently the repair was done incorrectly. I just brought it back and was told to drive it for awhile then bring it back . I still have the problem and I just need it fixed.

  

  Business Response

  Date: 02/03/2023

  Customer came in with a check engine light tech found DEF tank was overfilled. Tech requested customer drive the vehicle to lower fluid level in tank. We were able to get the vehicle back in about a week later after DEF level dropped. Technician was able to remove the def tank and found the vent tube on the pump was not properly venting. We replaced the pump assembly with the integrated vent and test drove vehicle- CEL did not return and gauge is working properly. Customer was contacted again yesterday and is very pleased and has experienced no issues since replacement

• Initial Complaint

  Date:09/13/2022

  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.

  Bought a new vehicle from this company 3 months ago. Spare key does not work, several options ordered were not delivered with the vehicle as promised. More than 7 attempts to communicate with managers office and customer care with zero response. Phone calls are not being returned. Texting with original sales person returns promises to have manager call me to address issues. After 2 months of this I still have not received any calls. They definitely have my name, address and phone number. For some reason they are deliberately blowing me off and refuse to deliver on the agreement we made at time of purchase 3 months ago. I am now afraid to have them service my vehicle because they have not shown themselves to be trustworthy. I am also concerned about trusting them to finish installing the options agreed upon for fear they may sabotage my vehicle.

  

  Business Response

  Date: 09/19/2022

  We have him scheduled for the 27th to get his items installed. We are refunding him for the fenders that we did not put on his Jeep and the customer is satisfied with the outcomt.

• Initial Complaint

  Date:08/08/2022

  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.

  We brought our 2016 Chrysler Town and Country in for a recall. The dealership fixed the recalled part, an part for the sliding door. Before leaving the lot we noticed the door did not open now when using the door handle. This is something that worked prior to the dealership working on the recall. We are being told that the door latch is now our responsibility to pay for. We brought in a working door and door latch and left with a half working door and are being told it's our fault. Had we been told that the recall would affected other parts of the door we wouldn't have done it. It was only making a weird noise, but it was functionally fine before the dealership got their hands on it. I just want my door fixed back to the same condition as it was when we brought it in. You can re-install the recalled device if you want.

  

  Business Response

  Date: 08/11/2022

  The customer has a van with over 100k miles and brought it in for a sliding door lock actuator concern.  He stated that the sliding door lock makes noises.  We noticed that there was a warranty extension on the door lock actuator part from the factory. We replaced the actuator through the factory warranty, then the customer picked up the vehicle and the exterior door handle is not working properly. The door latch, which is a completely separate part from the door lock actuator, is not covered under the factory warranty extension. The customer was quoted to repair the door latch, after receiving the complaint we called and left them a message letting them know we could assist with them in the repair by covering the part and they would pay to cover the labor.

  Customer Answer

  Date: 08/11/2022

   
  Complaint: 17689650
  
  I am rejecting this response because: The door latch worked when the vehicle was dropped off. After the dealer "fixed" the actuator the door latch does not work. The series of events would point to the dealership breaking the latch during the repair. The dealership should check the security footage. I'm willing to bet they would see us using the door latch successfully as we got the kids out of the van when dropping the van off. It might even show their mechanics successfully using the handle to open the door to start the repair. I'd be curious to know if the footage would show the mechanic testing the full functionality of the door after the repair. It's odd that we had to discover the broken latch on our own and it didn't take, but two minutes to discover it. Again check the footage. The dealer keeps saying the door is out of warranty due to the miles, that has nothing to do with it. When a functioning door stops functioning only after the dealer touched it, the dealer should fix what they broke. I have also not received a quote for the repair. That statement is a lie. I left a message with **** on the 9th asking for a quote. I left another message with ***** on the 10th asking for a quote. This was all after being told when we picked it up that **** would provide me a quote by the 8th or 9th. 
  
  Sincerely,
  
  ***************************