Moss Bros. Chrysler Dodge Jeep RAM San Bernardino — Local services in San Bernardino

I made an appointment and took my car in Saturday 03/12/2016 for a free oil change and to have my vented seats looked at. I received a call from Albert (I believe was his name) at 12:30 stating my battery was not working well enough and they couldn't test my seats with out that working to its best ability. It would be $250 for a new battery. Then I get a call around 2 stating he was incorrect earlier, that my battery is completely shot and they had to jump my car to even move it. Mind you my car is just at two years old and I have not had one single issue with my battery. Rather frustrating that I get my car back in a crappy condition when I left it in good condition. I'm not sure how I leave my car with them and all of a sudden my battery is completely dead. So whatever I go buy a battery somewhere else and take it down there. Albert was completely rude on the phone, talking to me like I'm dumb. I tell him I'm bringing a battery down and want to make sure it will be looked at today. He relays the message to the service tech and hear him say "I'm not waiting around for her to get here." Kind of unprofessional if you ask me. On my way down to get a new battery I call to speak with a supervisor to tell him I will NOT be working with Albert when I get there. When I get there the supervisor, Raymond was waiting outside for me. I was then informed they needed my car until Monday. I told him I wasn't sure and to call me in a little bit and let me know the status. Raymond called me later and said they still couldn't figure out why the seats weren't working and were going to take apart the seats. So I said fine, keep it until Monday. Monday rolls around and I've yet to hear what is going on. Starting at 1pm I called. I was disconnected THREE times. I waited on hold for a supervisor for a total of 38 minutes. At one point the operator got on the phone and said "sorry, I'm trying to get Raymond on the phone for you but he isn't answering." Now what's frustrating about this is Raymond told me Saturday he wasn't working Monday so another supervisor would be contacting me. How do I know that am employee isn't there but their own operator doesn't?? Now at this point I've left two voicemails for Thomas. He finally called me back at 4:15pm. I was obviously livid at this point. He tells me my car is ready and the seats are working, there was nothing wrong with them. I get down there and am waiting for my tires to get rotated [the least they could do] as I'm waiting a completely different rep calls me and tells me my seats aren't working and they need to keep it for another day. So I go talk to Thomas and he says to ignore that, he didn't know what he was talking about. Anyways, Thomas is telling me my seats semi work unless the seats are clogged underneath and they would have to take the seats apart to check. I asked him what they've been doing with my car then because that's what Raymond informed me they would be doing. I had to leave to get my kids so he tells me he will talk to Raymond tomorrow and call me. I never heard from him. On 03/17 I received a survey in my email and definitely filled it out. Shortly after I got a voicemail from Thomas and then one from Bill, the general manager. So I called him baking and expressed my concerns and how pissed I was about having to buy a new battery that worked fine when I dropped it off. He said he would look into everything and call me back. Never heard from him. I called him 03/29 and left him a voicemail. It's now 04/11 and I've yet to hear from. A MONTH later. Terrible terrible service. Although Raymond didn't do anything about my battery he at least followed through and called and let me know what was going on. He is the only one I am happy with how it was handled. I'm a repeat buyer from them and I'll be sure not to buy...

The only way my experience could be worse is if they lost or wrecked my truck, but maybe that would have been better. Sitting here in the collision center lobby right now. Vanessa called me around 11am and asked what time I could come in. I responded 2 or 3 hours. She said perfect. I walked in at 1pm and they think she just left for lunch and might not be back until 2pm. Moss Bros had my work truck for 5 months. 1 month in service department rebuilding my transmission and a couple other things covered under the warranty. (40k mile truck). Then moved to collision center to replace a door that was damaged when someone broke into my truck and some additional dings that I wanted fixed while in the shop. 4 months later, they decided to close their riverside collision center and moved my truck to San Bernardino. A week later I get a call that it’s ready. I scheduled an appointment with Vanessa to pick up. After I got in, and waited about 1/2 hour, she started putting together the paperwork. Another 1/2 hour later I was able to pay and get my keys. I got on the freeway and the check engine light came after a few minutes, so I took it straight back to Moss Bro riverside. They were unwilling to look at it on the spot even though they had my truck for 5 months. The next day I picked it up again and that afternoon I found out that my automatic door opener was not working. I took it back to get it fixed. They got it fixed in a couple hours and I picked it up again. The following weekend, I took a road trip for Labor Day to Arizona. While driving through the rain, the door appeared to be leaking on my passenger. The door they replaced. When we got to AZ, I went to passenger side to take a look and noticed a missing screw or the window trim. Unrelated to the leak, but close by. I also noticed that my door panel was not repaired. For some reason dodge uses plastic screws to hold the door panel and it broke a couple years ago. It was in my repair list when I dropped off the truck 5 months ago, but I guess they didn’t have time to get to it. When I went to get gas, I also noticed that the plastic piece that hold the gas cap to the door wasnt attached. Anywhere I attach it, it just falls off. Hopefully they’ll fix it now. I’m also eager to see if they can figure out where that extra screw goes. I found a screw in the back seat. Came out of something but I guess they thought it’s not important enough to put back. Funny side story, during the 4 month repair process, the “dealership” ordered the wrong color door and the wrong tail light, delaying the repairs. I would have thought dealer would know their own cars. But what do I know.

Update. One month later. Sitting here again to pick up my truck. I called on Monday to check the status and found out that Vanessa no longer works here and no one apparently knew that my truck was still here. I’m hoping they fixed the leaky door. Funny story, they replaced the door and then it leaked water and then they wanted to put another claim on my insurance for the leaky door. A problem they created. Hahaha. These kids. Door panel is still broken. It was on my initial request to fix 7 months ago. Asked again a month ago when I dropped it off for the leaky door. Everyone just passing the buck. No one knows...

If I could give them no stars I would! This place is a rip off, you take your car in for service and they overcharge you. The couple times I’ve gone in for emergencies, they have tried to get an extra bit of money off of me. (Maybe it’s because they think us girls don’t know much about cars and don’t have men In our lives 🤷‍♀️) For example, They said that my car needed an alignment when I know for a fact that it didn’t because I just had an alignment done days before taking it in. This happened once with my truck and once with my husband’s. They are also a bunch of crooks... This time around, I am going to report them to the Better Business Bureau, the reason being is because I went in for my airbag light being on and they charged me $820 for a sensor… then they claimed that they fixed the sensor but my airbag light wasn’t going away because the sensor wasn’t working and it hadn’t informed me that it was actually my clock spring that needed to be changed as well. They concluded with trying to charge me $2,000 for both the clock spring and the airbag sensor. So I kindly declined and told them I would have my brother (whose normally my mechanic) do it. Before going in to pick up my truck, my brother mentioned that he was troubled by the fact that they wanted to charge so much for the clock spring… so he did some digging (he owns a business where he can access vehicle information and was able to see that the clock spring on my vehicle was under extended warranty) When I picked up my truck the light on my dash was still on, they said it was because of the clock-spring situation… sounded valid…. Well when I spoke with the representatives at this location about the whole clock spring extended warranty they check on their computer and told me that it actually wasn’t under any warranty, and that I needed to pay full price. Fast forward to today when I took it to another jeep dealer and they confirmed and told me that my clock spring WAS under extended warranty and that all of the codes that came up were approved by the manufacturer to get the clock spring done for free.

I am beyond upset at how San Bernardino’s dealership lied to me and allowed me to drive off with the part not fixed and my airbags not on. Risking my life. They even had the audacity of making me sign a paper saying that it was dangerous for me to not get the part fixed by them, that if I pulled my truck out of their service… since the airbags weren’t on and if God forbid something happened to me they weren’t responsible.

Long story short, I do not recommend anyone going to their service department at all! 1. They are liars, 2. they always try to over charge and add extra charges. 3. They never answer those phones, once your in for service in order to get in touch you literally have to walk in and when they inconvenience you by having your vehicle it’s a headache to get...