Complaints

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

close

Find a Location

Rairdon's Dodge Chrysler Jeep of Kirkland has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Rairdon's Dodge Chrysler Jeep of Kirkland

  12828 NE 124th St Kirkland, WA 98034-8309

  
• 

  Rairdon's Dodge Chrysler Jeep of Kirkland

  713 35th St NE Auburn, WA 98002

  

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:11/14/2023

  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.

  We leased a new Pacifica on Sept 30, 2023 from this dealership. They state you have a 7 day cushion if something isn't right you can exchange the vehicle. We had several concerns with this vehicle and tried, endlessly, to get the dealership to respond to us. It's now 11/13/23 and we have NEVER gotten a phone call or email back from the general manager as we requested numerous times. The salespeople refused to give us any direct contact information for the manager, told us he was on vacation, refused to give his whole name, refused to give us his schedule, and never had him call us. To initiate their own exchange policy you have to submit your request or work with the general manager; however, we got the run around for so long we still have NEVER been given that opportunity. Now we are stuck with a vehicle that already is showing defects. This has been the worst buying experience we have ever had. We were lied to, refused access to management, refused a chance to initiate the program promised to us, and we demand action. We have emailed, texted, and called with no response. We have exhausted all of our options in attempts to exchange this defective vehicle. We have tried to access other managers but they have also not responded. They have wasted our time, resources, our money and have been so deceitful. They have had complete disregard for us as customers. They were completely unprofessional when speaking to us or communicating with us. At one point, I literally had to ask a salesperson to address me and speak to me in a more professional manner. We have purchased from them before and did not have any issues. I have copies of all the emails, texts, and records of the phone calls we placed. They are available upon request.

  

  Business Response

  Date: 12/13/2023

  I have talked to customer several times, we went through many different cars that *** work for them, they are thinking about ***be a grand Cherokee. It was Saturday when we spoke. If they dont go with a Grand Cherokee, then they are keeping the pacifica. 
  
  ***********************
  General Manager
  Rairdons Jeep Chrysler Dodge RAM of Kirkland
  ************ Office
  **************************

• Initial Complaint

  Date:09/19/2023

  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.

  Date of occurrence - 9/14/2023 I currently own a Grand Cherokee diesel (2015). I take it into ******************* Dealer for repairs usually about every month or so (under warranty). I have been there about 35 times to repair a Nox sensor failure. Recently they also noted my high-pressure fuel pump was going out. Unfortunately, they cant find a replacement part, as there are no parts. Eventually the vehicle will stop and not run (see article below).I have been patient, hoping the dealer can finally find a solid fix for the jeep. It is a pleasure to drive and is a working vehicle I use for hauling of art work and to travel into the back country.You would think a high visual product like Jeep would and could repair their own vehicles. My experience is no, they would like you to buy a new vehicle so as not to address their faulty ignition systems. Yes, this is under warranty, but the repairs dont fix the issue. With the new problem the Jeep could stop running at any time. They cannot find a fix or replace the parts for High-pressure fuel pump, I cannot even use the Jeep as a trade in. No one will take a trade in if they cannot find the parts to repair the vehicle I have ****** miles on said vehicle. The diesel engine should last over ******* miles. This was to be my retirement vehicle.My thoughts are Jeep will not find a permanent fix but will run the clock out on the warranties, leaving a lot of vehicles unable to be fixed. Sad, we live in a world where a company does not take responsibilities for their mistakes. I have even seen them take in Jeeps with the same problem and then resell them.******* is not helpful for finding solid repair solutions

  

  Business Response

  Date: 10/04/2023

                  We received your message regarding the ********* ****************** filed with your office. Please consider this as Rairdons Dodge Chrysler Jeep of Kirklands response.
  
                 Our dealership takes pride in its exemplary customer service, including our customer satisfaction relating to our service department. It appears Mr.******** ********* relates to available parts shortages and the factorys warranty. We have been in contact with the factory representatives, who are aware of the issue. Specific parts, that *** be available to ****************** under warranty or a recall notice, *** become available later this year or earlier next year. We will advise ****************** of any direction or updates we receive from the factory relating to Mr. ******** vehicle.

   

  ***********************
  General Manager
  Rairdons Jeep Chrysler Dodge RAM of Kirkland
  ************ Office
  **************************

• Initial Complaint

  Date:07/27/2023

  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 filed a complaint previously about the dangerous condition of tires on the car they sold me. They agreed to reimburse me for the cost of new tires. I contacted them and they said they would get back to me about the reimbursement and I have received no further communication. They have not responded to my emails.

  

  Business Response

  Date: 08/04/2023

  BBB, *********** purchased a vehicle in October. We inspected the tires and they all passed inspection. We did not agree to reimburse the customer for anything. After looking through our records, we see that no refund is due.

• Initial Complaint

  Date:07/17/2023

  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 vehicle in on May 1st, there were some issues with the extended warranty so ******************* did not proceed until May 3rd. I asked for updates many x's and was told on waiting for parts. Finally on May 24th the tech started repairs. On May 25th again I was told tech just started on vehicle. June 1st still working on vehicle, after asking for updates, on June 8th the response I received well it is a long job and takes time. June 26th I get an apology about a new phone system. Vehicle is being put back together, will need test drive and pressure test. June 29th asking for updates again and I get sorry I have been slammed, July 4th again asking for updates. July 7th we are behind schedule and will not have finished today. I will call you on Monday mid day with an update. On Monday I get tech has been working on it all day but will not be ready today. On Tuesday at 4:13 PM, I get vehicle is ready for pick up. I rush right down and pay *******to get my vehicle back. I walk over and it will not start. I was told it is probably because it sat here for 2 months without being worked on, and that was by the tech. Vehicle has to be jumped but "kindly" they give me a used battery that "should" work if this happens again. Completely on empty, I go to the gas station where I have to be jumped to get home. When I get home I pull up to the garage where my husband has to complete the job that I was charged for. 1st changing out the battery, tightening bolts that were not secure, connected the wiring housing that was left all undone. Tech had severed my halo light cord and left a live wire just there in the open. On Thursday my check engine light comes on, however, I am reluctant to take it back to this shop. They have lied to me for over 2 months and did a horrible job. Not to mention **** in rental car fees I had to pay for the lies.

  

  Business Response

  Date: 07/31/2023

  To whom it may concern, 
  
  

   

  ******************

  Fixed Operations Direction

   

• Initial Complaint

  Date:05/13/2023

  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 purchased a 2015 ***** crv on 5/11/2023. It came with a 7 day exchange as long as the vehicle you were exchanging for was of equal or greater value. The total loan was for almost $30,000 with all the added stuff they talk you into. I inquired about an exchange that same evening for 2021 ****** that was a bit over ******. I said I wanted to exchange and get the ****** without the added extras and the loan would be just a little over $30,000 in total. They said I could not. They never gave me a reason. On 5/12/23 they continued to make 15 plus credit inquires but never said I did not qualify for the ******. They just said they cant do the exchange and did not give me a reason. The morning of 5/13/23 the increased the price to $33,000 so the loan would then be more. They are still not honoring their exchange agreement.

  Customer Answer

  Date: 06/05/2023

  Hello!
  
  I made a complaint #******** and I want to know how to submit that the issue has been resolved? Rairdons completed the exchange and sold me the car I wanted for the purchase price it was the day I requested the exchange. Please let me know what I need to do. Thank you!
  
  -***************************
  

  
  

• Initial Complaint

  Date:02/16/2023

  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.

  Called the parts department on Jan 31 2023, explained that the oil filter housing was defective on my vehicle. The representative in parts asked for a part number that I didnt know, then asked for my VIN. I was sent a diagram and told to choose a part. I explained it was the part the oil filter directly connected to. By the diagram sent to me, part #3 is the only direct connection to the oil filter so that part was ordered and purchased for approximately $55. Feb 9, 2023 I scheduled an appointment, and was given a quote for approximately $270 for 3 hours of labor, by a service manager. Feb 16, 2023 I show up for my appointment, and was informed that they have the part that was ordered and the price was now approximately $480 for three hours of labor, before taxes. Around 45 minutes after the vehicle was inducted, I receive a call stating that the wrong part was ordered and was promptly accused of being at fault for ordering the wrong part. I was then sent an entirely different diagram with the correct part that was needed. I was told I had to order the new part for approximately $100, and that having the my original part put back onto my vehicle was not an option. I was told that I had to leave my vehicle overnight as the new part would not arrive until the next day. And when I addressed my concern of not having a vehicle to get to work the next day, I was offered the option of renting one of their loaner vehicles for an additional $29. When asked about the vast difference between the quote over the phone and the quote on arrival, the service Director informed me that it was because of the new part that was required, even though there was apparently no prior knowledge of a new part being needed upon my arrival for the appointment.When I informed the service Director that all of the additional costs would cause a financial hardship I was promptly directed to apply for the credit option through their choice provider, and was sent a link to this provider.

  

  Business Response

  Date: 02/23/2023

  We are sorry that the customer was unable to order the correct part the first time and that a new order had to be placed.  We do offer vehicles that customers can borrow for $29 to minimize any inconvenience. Thank you for your attention to this matter. 

   

  ***********************

  General Manager

  CDJR of Kirkland 

• Initial Complaint

  Date:02/14/2023

  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 bought a car from them in September. They told me the *** sensor was on because it got wet and just needed to be replaced (which they said they would fix). Turns out the *** sensor was on because the tire pressure was low due to the tires were dangerously old and separating. I confirmed with ******************* that the reason the *** sensor was on because of the tires and also that this did not happen from the approximately ***** we drove the car but this had been happening before we bought the car and they should have known this when we bought the car. We were literally told by ******************* that someone was looking out for us because those tires should have blown and could have caused a serious and possibly even fatal accident.

  

  Business Response

  Date: 02/23/2023

  We have reviewed the inspection and have determined that a reimbursement is not due to the customer.  Thank you for your attention to this matter. 

   

  ***********************

  General Manager

  CDJR Kirkland

  Customer Answer

  Date: 02/23/2023

   
  Complaint: 19396706
  
  I am rejecting this response because:

  You offered no resolution.  You lied to me about the safety of my vehicle and could have killed me and my family.  You lied about why the **** sensor was on and didn't fix it as promised.  The tire center literally told us someone was watching out for us but it clearly wasn't *******.  

  
  Sincerely,
  
  ***********

• Initial Complaint

  Date:02/03/2023

  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 got oil change at ********* on 1/28 including multipoint inspection. After driving the car for a short while right after I left, I found the oil was leaking badly (actually none was left) and engine started to smoke. I contacted the store and they asked me to get the car towed back to the store and they promised to reimburse the towing fee and Uber fee (since I needed to use my car at that moment and that was our only car). I got my car towed back to the store for a repair. They inspected the car and told me later that the leak was from the oil cooler and it was not their responsibility and I needed to pay totally on my own to get the oil cooler replaced! I was not convinced for the reasons that 1) they did the multipoint inspection and told me everything was good, 2) my car was in good condition and was no oil leaking at all but leaked badly right after the oil change, 3) the oil cooler is a connected part to the oil filter for Jeep and might be damaged if not operated properly. I wasn't satisfied with their solution and it got late that evening so we postponed it to the next week.I visited the store again on 1/31 and talked with their manager. But the only thing I heard they kept saying was that they were not responsible for the leak and insisted that I should get it fixed at my own cost. I needed to use my car so I agreed for the fix the next day. They charged me $867.31 for the oil cooler replacement, but when I asked about the reimbursement of the towing fee ($180.16) and Uber usage for that day ($29.81) which they previously agreed, they refused! I left with big disappointment that the store didn't do their job properly but asked the customer to pay for their mistake, and failed with their previous promise to the customer.I felt that I wasn't treated fairly and honestly by this store, so I am complaining here and need them to refund the cost and reimburse the fees. They should also be responsible for any potential engine damage due to the oil failure.

  

  Business Response

  Date: 02/06/2023

  I was the one whom spoke to the customer and urged him to come down and visually inspect the failure.
  
  After inspection, it was clear that the oil cooler failed at the metal and plastic joint of the cooler.
  
  This part was not damaged. It was nearly 10 years old and failed.
  
  After explaining to the customer that this was not our responsibility and we did not cause it, they said they understood.

  I extended a good will assistance of 10% off parts and labor that saved him over 100.00
  
  I also reviewed with him if he still felt that we damaged the part and was not ok still, he had the right to have it inspected by another shop for the re confirmation. 
  
  He went home and called ***** the following day and approved the work and accepted the goodwill assistance.

   

   

  Customer Answer

  Date: 02/11/2023

   
  Complaint: 19314092
  
  I am rejecting this response because: the dealer keeps repeating the same thing which doesn't make sense to me. Their logic is that you have an old car so it should break and we have zero responsibility to cause that and it's all the customer's faulta. First, my car was in very good condition. It had only 50k miles on it, and was very well maintained every year. If you ****** for the lifespan of oil cooler, you can easily find answers like "Typically, the oil cooler is supposed to last for the lifespan of the car", or "at least 100k miles". Before the oil change, I had never seen any single drop of oil coming out from the car or on my garage floor. You did the multipoint inspection, if there were any sign of an aged oil cooler which may easily break, you should have found that. But you told me everything was good and safe to be back on the road. I decided to trust. But it leaked, badly, right after the oil change, right out of your store, which exposed safety of my family and my car into big risk. Not acceptable. Even though a component is aged, it doesn't prove that you don't have responsibility to cause the issue. It logically doesn't work. I have never seen articles or statistics saying that a component which has being working so well should fail right after an oil change and it is all due to the age of it. Aging is just one possibility, or your opinion, or what your thought, not a fact. Even my kid knows that you cannot use an opinion as an evidence. What is the likelihood that a thing never had issue but failed right after your operation and it is all due to the thing itself and the operator has zero responsibility? Or if you have data, or any official report from Jeep or some other research institutes to support your hypothesis that it has more than 95% confidence interval that an working oil cooler should leak badly out of the dealer's door right after oil change and it is all because of its age, fine. Otherwise how I could be convinced that you had zero responsibility to cause the issue and it's all the customer's fault? By the way, I agreed on the fix because I needed to get my car back. That's my only car and I need to use it for work and riding my kid to/from school. But it doesn't mean that I was satisfied with the solution. So I come here to complain and hope to be treated fairly. 
  
  Sincerely,
  
  ***********

• Initial Complaint

  Date:12/01/2022

  Type:Product 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 took our Ram **** v6 3.6L truck in for repairs in August 2022. It was found that there was coolant in the engine - specifically cylinder 6. We authorized work, including a cylinder head replacement and head gasket replacement. The dealer elected to replace the head gasket only - belief is the parts were on a long lead time. Since this time, the truck went back in - the dealer stated the engine is hydro locked with coolant in cylinder 3 and 6. Further, they believe the damage created by the warping and coolant in the engine requires a complete engine replacement. The dealership is unwilling to warranty the work performed in August, after stating that Dodge was willing to cover the cost of the repairs conducted on November 29 - further they are trying to distance themselves from the damage caused by their incomplete work in August. The dealer took a video in August that could resolve the issues - they refuse to provide to customer. They have provided several explanations for why it is unavailable despite being on the invoice.

  

  Business Response

  Date: 01/04/2023

  We verified the concern - truck would not start in the parking lot. tried jump starting vehicle and would still not start. pushed vehicle inside shop - suspected starter not engaging as tech could manually turn over engine. engine turns freely and just the starter would be needed customer approved starter replacement - ordered starter and installed - after replacement attempted starting vehicle and engine turned over 1 time (more than before) then stopped. tried starting again and just clicked. once again verified the engine turns freely and tried to start again. still clicking. began to thoroughly inspect vehicle and removed coolant bottle cap and it was pressurized, and it shouldn't be pressurized. began to think the engine was hydrolocked itself and removed oil drain plug and found coolant beneath the oil. will need to remove intake and spark plugs to see what cylinder(s) have the coolant leak issue. after obtaining customer approval removed intake to access spark plugs on cylinders 1,3,5 - found coolant evidence in #3 (not much) sent picture to customer - service manager had the tech also remove the plugs from the other side 2,4,6 and found a excessive amount of coolant on that side which was probably where the minor amount of coolant came from on the other side. customer had the head gasket replaced on the 2,4,6 side **** miles ago - suspect that cylinder head was slightly warped that over time allowed coolant to seep through. Head was not replaced

   

  advised customer that dealership could get the mopar part warranty to cover the headgasket and labor that was done **** miles ago but they would have to pay for the head bigger issue is what is the condition of the lower end of the engine - after doing all the above work the vehicle could still have engine issues in the bottom end - no way to know - recommended engine replacement for guaranteed fix - engine is on back order as a good will gesture dealership offered to credit the $3600 they paid for the headgasket towards the engine replacement if done here or an additional trade in allowance if they trade in as is and purchase different vehicle. customer declined everything and is towing to another shop for second opinion customer has paid nothing for all the above.

   

  *************************

  Service Director

  Rairdons Dodge Chrysler Jeep of Kirkland

  *********************************

  ******************

  Customer Answer

  Date: 01/12/2023

  This matter is unresolved. We did not reject the work as they stated they stated the fixed they propose would not resolve the matter. The dealership requested we remove the vehicle as they would not honor their statements.

  Customer Answer

  Date: 01/12/2023

  The dealership withdrew and no longer recognized warranty work and proposed a full charge for the engine replacement.

  

  Business Response

  Date: 02/23/2023

  Warranty decisions are not up to the dealership. We are sorry that Mopar declined coverage, but there is nothing more we can do. 

   

  ***********************

  General Manager

  CDJR Kirkland

• Initial Complaint

  Date:08/19/2022

  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.

  Fraudulent, bad faith offer from this dealership. In December 2020 I purchased a Pacifica Hybrid from this dealership. I recently got a letter in the mail as a part of the "Make This The Summer Event" sent from this dealership. It says as a valued customer I've been selected to participate in their Cash Out program and they want to buy my Pacifica. There's a voucher in the letter (looks like a check) with an offer to buy my vehicle for $58,313.25. I asked the sales person at the dealership if there was a catch and they said no. Just bring the van in and they would inspect it to make sure it checked out. So I did. Once in the dealership I was told my van's mileage was too low to qualify for the offer. Supposedly the offer I received was based on the assumption that my van had exactly 13k miles a year (note that the letter only excludes fleet, specialty, commercial, collector, and vehicles that have been in an accident). They said since my van had fewer than 13k miles a year, I wasn't eligible. I offered to let them buy the van for the price stated in the letter even though it is in brand new condition (they only require good condition) and has less than half of the "average" 13k a year. They weren't interested in buying it for that price because they said it would be unfair. I asked who it would be unfair to, and they wouldn't answer. Then, they proceeded to gave me a new offer that was $11,000 lower than the offer in the letter! I asked how many more miles I had to put on the vehicle before I could participate in the offer and they again wouldn't answer. As I mentioned above, the offer letter lists issues that would exclude a vehicle from the offer, but low mileage isn't one of them. Additional dishonesty shown by this dealership was around the price of the Jeep Wrangler I was wanting to trade my van in for. Sales person originally told me they would do MSRP, however I was then told after I went to the dealership they were only selling them for "well over msrp".