Lithia Chrysler Dodge Jeep Ram of Great Falls

I purchased a used vehicle (as is) from Lithia on 28 I purchased a used vehicle (as is) from Lithia on 28 November 2011 (the truck had a rebuilt transmission put in by Lithia before I purchased it). I purchased a used vehicle (as is) from Lithia on 28 November 2011 (the truck had a rebuilt transmission put in by Lithia before I purchased it). I had the vehicle thoroughly inspected by Rocky Mountain Truck Service (RMTS) and they finished working on my truck on 15 December 2011. RMTS informed me that there was an oil leak between the transfer case and transmission, and mounting bolts missing in the new transmission and loose bolts (see Attachment 1). I returned to Lithia, and they repaired the problem. I had more work done to the truck, because I knew I had purchased an as-is vehicle. I only expect Lithia to repair what they were responsible for. On 18 August, I noticed my transmission starting in 3rd gear. I stopped into Lithia on 21 August 2012, and informed them of the issue. Josh, the Service Advisor, asked me to leave the truck that day and Lithia might get to it today or tomorrow. I said I would prefer to drop it off in the morning, because I did not have a ride home. On Wednesday, 22 August, I dropped the truck off in the morning. I stopped in on Friday, 24 August, to find out what the diagnosis was. Josh told me they found a pressure loss and that I lost 5th gear (I informed Josh it is a 4-speed transmission, and he said the technician told him I lost 5th gear). Josh said they would troubleshoot it more on Monday, 27 August. I stopped in on Tuesday, 28 August, and Josh told me they have not gotten to my truck, but they will get to my truck this week. I stopped in at Lithia every 3-4 business days, and inquired about my truck. Josh told me they will get to it in a couple of days. I was told it would be pulled in, by the GM, and worked on the next day, a Saturday. I called (or stopped in, I can’t recall) on Monday, and Josh informed me that the truck was not pulled into the shop or worked on. I called on a Friday (I don’t remember the date, possibly 7 or 14 September) and was told by whomever answered the phone, that my truck was in the shop and being torn apart right now. I called my girlfriend and said, “They finally got to my truck”. She called back a couple of minutes later, and said, “Your truck is still sitting outside in the same spot.” I called Lithia back, talked with Josh, and he said he did not know who told me that, but my truck will be in that night or Saturday. I stopped in on Monday, and my truck was still parked outside in the same spot. Tom (Service Manager, who was hired by Lithia 04 September( had told me, behind closed doors that he had given Josh three written reprimands, and could let him go anytime. Tom also informed me that the GM would bring him customers (almost daily) who had complaints/issues with Josh. Tom told me he thinks Josh is in over his head. If Tom has not been working for Lithia for one full month and already has given Josh three written reprimands; that should say a lot about the customer service/issues that happened. Tom informed me he could let Josh go at any time. Tom called me on a Friday (maybe 14 or 21 September), and guaranteed my truck would be worked on Monday. I told him of my past issues and he said it will be worked on. The truck was worked on the following Monday. Tom and Josh kept me informed of any progress/lack of progress. Lithia called me and said the truck was ready for pick up. Tom wrote that “customer picked up the vehicle late on a Friday night, he returned to the dealership after closing time…”; that statement is completely inaccurate. I had a friend drop me off around 12:30pm, my friend was on his way to a doctor’s appointment which was scheduled for 1:00pm. I was told, by Tom, that my batteries were replaced free of charge, because the dealership overcharged them and ruined them. I stated they needed to charge the batteries because the truck had sat idle for almost one full month. I started to inspect the truck, due to past issues with the quality of work, and noticed the heat shield (heat blanket) was torn and hanging down. Tom had written in his statement that “heat shield that had come loose and the dealership reinstalled it at no charge”; that is inaccurate, as the heat shield was torn and hanging, not loose. The GM ensured that it was pulled in the shop and fixed immediately. I left Lithia feeling happy that I got my truck back. I ran some errands in town before heading home (around 4:00pm). On my way home, I did a functional check of the transmission and noticed the tow/haul button stuck in. I promptly returned to the dealership and called my girlfriend (I told her not to leave town, as I may need a ride home). (Tom had written, “he returned to the dealership after closing time and stated that his tow haul switch….). I got to Lithia around 5:00pm (Lithia is open until 6:00pm). My girlfriend stopped in to see if I would need a ride, she got off work at 5:00pm, picked up a friend and drove to Lithia, arriving by 5:20-5:25. I brought the issue up with the GM (as stated in my original complaint). I was upfront with the GM and informed him I believed Lithia was responsible for the cost and repair, as the vehicle was returned to me in that condition. I was clear on my position, and told them they can order the part; I will be calling Corporate to resolve the issue. Over the weekend, I noticed the safety issue of not having to engage the brake to shift out of park. On Tuesday, 9 October, I was called by Tom. He said he received an email from Corporate. I was called on Tuesday, 9 October, and I dropped the truck off on Wednesday morning. Tom wrote, “He was called when the repair was done and again arrive after business hours and refused to pay for repairs”; again, this in inaccurate. I arrived between 5:20 and 5:30 (business is open until 6:00pm). Since the issue of payment was not resolved, I called Corporate again. I talked to Janet, and she said she was not able to talk to the GM about the issue. She advised me to pay for the repairs, and talk to the GM the following day. I informed her I will not pay, as I have an issue with the GM already. I informed her that if I paid, I thought it would be too easy for the GM to “wash his hands” of the situation. She again advised me to pay and resolve it the next day. I told her thanks and hung up. Was I upset, yes; was I “verbally abusive” (as Tom wrote), no. I requested they have the GM call me do we could resolve the issue. While waiting for my request, Tom continually asked what I was going to do. I kept asking for the GM to call me. Eventually, after 6:00pm, I decided I needed to get home and paid the bill. I paid knowing that I would have trouble getting my money back from Lithia. I was told the GM called and said I agreed to pay “at cost”. I did not agree; but, on attachment four, you can see I was charged: Parts: $109.00 Labor: $55.00 Misc.: $4.12 I inquired as to why I was paying for labor, if the GM said “at cost”. I was told labor is part of cost. I inquired about the Misc. charge of $4.12; I asked what a miscellaneous charge is? I was told that it is for sealants and other things they might have used while working on the vehicle. I asked which extra things they used, I asked them to justify it. They could not justify the miscellaneous charge. I paid and Tom had someone back my truck out of the bay. They parked my truck right in front of the door to the bay. I shut my truck off and began inspecting. I noticed one battery terminal, on the driver’s side battery, that was not secure and the passenger side battery was not secure (Lithia had installed new batteries on an earlier date). Tom told me I had to move my truck; I told him what I had found. I also told him they would not touch my truck again, and I left. On attachment five, you can see that RMTS installed a battery hold down block ($6.70) and bolt ($1.98). RMTS also secured three battery cables that were loose. Total labor for these actions was $41.00. As a result of Lithia’s incomplete work on my truck, I incurred an additional expense of $49.68 to have it fixed. As a result of this, I am now in the belief that Lithia owes me the money I had to pay to fix their unfinished work. Tom’s statement included: “I also contacted him the day the transmission was removed (which is done entirely from underneath the vehicle) nothing inside the cab needs removed.” Compare that statement to this statement of Tom’s, “As to the shifting out of park this again was the shift interlock cable in the steering column which I cannot say if it was caused by the dealership.” So, everything was done underneath the vehicle when replacing the transmission, but, if they test drove and performed a full functional test of the transmission, I would assume they tested the tow/haul button at some point. Not only is the quality of work by mechanics in question, the quality/integrity of paperwork is also in question. The “Mileage In” is 194193 and “Mileage Out” is 194193. This is proof that the dealership either has not driven the vehicle or has bad administrative practices (pencil whipping the mileage). (The “Mileage Out” did not match the mileage on the truck when I picked it up, so I know the technician(s) drove the vehicle). As you can see, the vehicle repair work and customer service has not been up to par with what is expected from a business. From the transmission cross-member bolts loose and missing (possible safety issue), the heat shield torn and hanging down, batteries loose (safety issue), cables loose, transmission being able to shift out of park without engaging the brake (major safety issue), the “pencil whipped” “Mileage In/Mileage Out”, the inaccuracies in the Service Manager’s statements, the written reprimands on the Service Advisor, the failed communication between Corporate and the GM; I believe these instances show how the dealership is responsible for paying for the tow/haul button and gear shift selector replacement. (The truck was also returned to me with a slow leak in the right rear tire; I did not have any issues/leaks, or have had to add air, with the tires since I had them installed last December. I am not holding the dealership responsible for the tire, even though the leak happened sometime in the 1.5 months it was at the dealership.) If you add the battery repairs (49.68) and shifter replacement ($168.12), Lithia should reimburse me with $217.80. I submitted my complaint to Better Business Bureau on Wednesday, 10 October. On Thursday, 11 October, Tom (Service Manager) called my place of employment to tell my supervisors he believes I did not act professional (basically, he involved my place of employment with a civil matter). He used the knowledge of my place of employment to discriminate and attempt to get me to drop the issue. I do not believe they would have called supervision of any other business/company. Due to Tom calling my supervision, I asked Tom to set up an appointment (with myself, Tom, and the GM (Brian), for some time on Wednesday, 17 October. Tom called and said it is set up for 2:00pm on Wednesday. I received a call from Tom, on Monday, 15 October, informing me that it was “best that they cancelled the meeting”. I asked him for a reason, and he said “it was best that it was cancelled”. Additionally, on Saturday, 20 October 2012, I noticed that the transmission can be shifted out of Park (without engaging the foot brake) without the key in the ignition. The transmission can be shifted out of Park (without engaging the foot brake) when the key is in the ignition and in the off position. The transmission cannot be shifted out of Park (without engaging the foot brake) when the key is in the ignition and in the on position. This is a major safety issue, because you do not need the key to take the vehicle out of park. I will be bringing my truck to another repair shop and having it looked at. Since Lithia installed the rebuilt transmission, replaced the gear selector and shift interlock cable, I would expect Lithia to cover any costs that I incur for repairs in resolving this safety issue. Josh has been let go by Lithia. I will not deal with this dealership agian until they have replaced both the Service Manager and General Manager. More

I purchaged a new 2012 dodge power wagon for close to 50,000 and had a problem two days after getting it called and talked to salesman told if it happened again to bring it in and they would take care of 50,000 and had a problem two days after getting it called and talked to salesman told if it happened again to bring it in and they would take care of it. It happened again the next day so I take it in to them and they tell me they dont have time to look at it I should take it to some other dealer. After some strong words on my part they took a look under the hood and then told me it was a problem but they couldn't diaganoise it for two weeks and I really should take it else where. NO customer service what so ever. More

We have went round and round with this service department since we purchased our new 09 Dodge 1/2 ton pickup from the lifetime oil changes to warranty work. Very disappointed with this dealership and will n since we purchased our new 09 Dodge 1/2 ton pickup from the lifetime oil changes to warranty work. Very disappointed with this dealership and will never recommend them or deal with them again. When we purchased our pickup we paid for the lifetime oil changes with the sales pitch that we could have our oil changed on Saturdays, no problem. My husband and I both work Monday through Friday so needless to say, this is the only day that would work for us. We were told everytime we called to schedule that we couldn't get it done on Saturday. Keep in mind, we live 60 miles away from this dealership. After many calls and in regards to trying to get an oil change, we finally cancelled our lifetime oil changes and get them done at another dealership. We took the pickup into the dealership for the same warranty issue 4 times. I would sit for HOURS waiting for the issue to be taken care of, just to pull out of the shop and have the same issue going on. Never did they admit they haden't fixed the problem. They even forgot to change the oil that I had asked to have changed while I was there. The issue was my seat and steering wheel were no longer heating with the auto start. First of all they told me I was crazy and that feature NEVER worked with the auto start. I told them it most certainly did, that 's how I knew it had quit working. They told me they were not wired to work that way. Hello, that's one of the nice features of auto start. I have had several vehicles with this option,'s not my first rodeo. After the fourth time of the pickup being in the shop, they suggested we take the pickup to Havre, MT which is 21/2-3 hours from where we live. Lithia finally got a service manager there, his name is Bob, and FINALLY after several phone calls from my husband, the issue was fixed. Why my husband had to call the service dept. and get completely upset with them before something was done, is beyond me. We paid $50,000.00 for this pickup, drove it off the show room floor. Another big issue I have with the service dept. is that when you walk in, Annette nor Mark, that work at the desk ever look up to even acknowledge you exist. What kind of customer service is this? Who in their right mind would want thier business run this way? I also had a defect in the material on my drivers side seat. I took it in, all they would offer was to take pictures and send it in to warranty. Of course they basically laughed and said, no way were they going to replace my seat for me. I took it to the local apholstry shop in Great Falls to have them look at it and he was appolled that the garage did not stand behind it. It was obviously a defect in the material. I drove back to the dealership and asked to speak with the service manager, Bob, and was told he was off work hunting for 2 weeks. They told me to bring it back when he was back to work. Again, we live 60 miles away and work Monday through Friday. Mark offered to take pictures again and states there was nothing else he could do for me, Bob had to make that decision. I became very upset and asked for the next person in charge and they told me there wasn't anyone there. I left and commented on my way out, I was sick of dealing with them, absolutely everything has been a hassle with them and I was going to contact the "higher ups" just to have Mark say, ok, you do that. I have also asked questions in regards to little things that have come up, just to be asked if I had read my owners manual. I am very unhappy with these people and plan to never ever deal there again. Anyone that I talk to about them, voice that they too have had nothing but trouble with them. Oh, how I wish we would have known. More