Russell Westbrook Chrysler Dodge Jeep Ram of Van Nuys

My experience with Van Nuys CDJR, formerly known as Russell Westbrook CDJR, has been nothing short of a nightmare. The ordeal began when the dealership sold the same Jeep to another customer after I had already made a deposit and signed a contract for it. This initial breach of trust set the tone for a series of unfortunate events that have left me deeply dissatisfied and frustrated.

The dealership's lack of communication has been a persistent issue. Despite multiple attempts to address the problems with my vehicle, the dealership has consistently failed to respond adequately. They have ignored my requests for service, denied me access to a loaner vehicle included in my service and extended warranty contract, and have generally shown a complete disregard for customer service.

The dealership's staff, particularly their salespeople, have demonstrated a lack of knowledge and professionalism. They sold me a 100,000-mile warranty, only for me to find out from Jeep Wave that the warranty was only applied to the previous owner. They also pressured me into purchasing Dealer Add Ons beyond the MSRP, including a Paint Protectant that had already been applied to the vehicle.

Moreover, the dealership may have violated several consumer protection laws in California and Florida, as well as federal laws. These potential violations include forcing me to purchase Dealer Add Ons, failing to provide a loaner vehicle as per my top-tier coverage plan, and selling a vehicle to another customer after I had already signed a contract for it.

When I attempted to voice my concerns and share my experience on social media, the dealership's team deleted my comments in an attempt to cover up their shortcomings. This blatant disregard for transparency and accountability is deeply concerning.

Finally, when the dealership decided they no longer wanted to deal with me, they cut off all communication and forwarded me to their attorney. This move was not only unprofessional but also indicative of their unwillingness to take responsibility for their actions.

The final words from the GM as instructed to the Manager to me was that they would refuse to service my vehicle, breaching the Song-Beverly Act, BUT they were willing to simply sell me another vehicle. Read that again, they refused to service the vehicle they sold me including 2 federally required recalls, but instead said they would sell me a whole new vehicle. There is no further possible definition of a sleezy car dealership. This may explain the reason why Russell Westbrook chose to take his name off of their business which is why they are called Van Nuys CDJR now.

Here are a short list of issues I dealt with:

1. The dealership accidentally sold the same jeep to someone else after the customer had already made a deposit and signed a contract for it.

2. The dealer forced the customer to purchase Dealer Add Ons beyond the MSRP, including a Paint Protectant that had already been applied to the vehicle.

3. The Jeep had multiple issues and had to be brought back to the shop multiple times shortly after being purchased.

4. The customer was sold a 100,000 mile warranty, but Jeep Wave informed them that the warranty was only applied to the previous owner.

5. The service department of Russell Westbrook CDJR stated that they may not be able to service the hybrid Jeep, despite selling hybrids.

6. The customer has been unable to fix the issues with the Jeep due to poor communication, lack of communication, and being ignored by the dealership.

7. The customer has a service and extended warranty contract that includes a loaner, but the dealership would try to withhold the loaner until a GM approved it.

8. The customer has been unable to schedule access to a loaner despite giving the dealership months of notice.

9. The dealership's social media team has attempted to cover up the customer's complaints by deleting their comments asking for assistance.

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Here are a list of laws the dealership may have broken:

1. Consumer Protection Laws: Van Nuys CDJR may have engaged in deceptive or unfair practices by selling the same vehicle to multiple customers, charging for unnecessary dealer add-ons, and failing to honor warranties and service agreements.

2. Contract Law: Van Nuys CDJR may have breached the contract by failing to deliver the promised vehicle features, not providing loaner vehicles during repairs as required, and not honoring the terms of the warranty.

3. Lemon Law: If the Jeep Wrangler has recurring issues that have not been adequately resolved, it may qualify as a lemon under state lemon laws, entitling the consumer to a refund or replacement vehicle.

4. Federal Recall Laws: Van Nuys CDJR may have violated federal recall laws by failing to address and remedy the recall issues on the Jeep Wrangler.

5. State Bar Rules of Professional Conduct: The attorney representing Van Nuys CDJR may have violated the rules of professional conduct by failing to communicate promptly, reasonably respond to inquiries, and keep the client informed about the status of the legal matters.

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The experience with Van Nuys CDJR, formerly Russell Westbrook CDJR, was fraught with unprofessionalism, lack of communication, potential legal violations, and a disregard for customer service. The dealership's actions resulted in a prolonged ordeal over a vehicle that was eventually declared a Lemon by the manufacturer themselves. The dealership's lack of response to my concerns, their failure to honor the purchase agreement and the extended warranty, and their potential violation of several laws demonstrate a lack of business ethics and respect for their customers. This experience serves as a warning to potential buyers about the possible issues they may face when dealing with this dealership. I strongly advise potential buyers to exercise caution when considering a purchase from this dealership.
If you have a full time staff deleting social media comments by the hour, you most likely have something to hide.

Deceptive, predatory and price gougers! They take a little usb type device and say they will check the needs of your vehicle, come back and explain their recommendations. His recommendations (after my husband researched my bill) was for a 70,000 mile service on a truck with 22,600 miles! $989.86 was my bill for what was to be an oil change and recall work!!! I WAS SUCKERED and definitely a BUYER BEWARE situation. There job is to take make money from customers no matter how dishonest!

I returned the car the NEXT day. Why? Dishonest. They did not honor the advertised price. They added a maintenance warranty for $2,200 without my clear consent. And all those "options" are not worth $2,300 on top of that as well. There's so much more that happened but in summary, they're liars. Simple as that.

This dealership adds on thousands of dollars of options that are "dealer installed" which is not advertised or disclosed in their social media and internet price posts. A bait and switch. I have waited two weeks for the theft protection activation (which I purchased). I have requested many times that this be activated and I be sent the e-mail to register as promised when purchasing the car. NO ONE WILL respond or send me this. It cost me 1500.

Finance manager was deceitful and misrepresented the interest rate for which I was already pre approved in order to switch to a different lender
I purchased a vehicle from Russell Westbrook on 6/20. I walked in with a Capital One pre approval for that specific vehicle with an interest rate of 4.66%. After a long battle with the sales people, closers, managers and everybody else who try to apply these hard sell tactics to sell you things you don't want or need we arrived at a final price. I was made to wait 3 hours before they ushered me into the finance office. In the finance office with my pre approval in hand I kept asking *** the finance manager to use Capital One as I was already pre approved. This deceitful man kept telling me that Capital One had increased the interest rate to 6.5%, and that I better go with some other financing company that had a lower interest rate, probably because it benefited him or Russell Westbrook (by the way my credit score was 731 which is quite good and there was no need for any type of special financing). Several times I asked to go with Capital One and *** would change the subject or continue telling me that they changed the interest rate to 6.5% which with my credit score I thought was too high. I was offered 5.99% but if I bought a warranty contract it would go down to 5.19%. Monday morning I called Capital One finance and they told me that my interest rate had been 4.66% the whole time and when *** submitted to them, the interest rate they provided was 4.66%. This man *** flat out LIED to me by misrepresenting Capital One's interest rate, so that I would go with some other financing company that best suited them. So I went back to the dealership to confront them and *** the finance manager, but he was not there. The sales manager wanted to charge me *** to change the contract to Capital One to which I refused. Because I has lied to !! I don't think I should pay the *** for switching to Capital One.

Deceptive listed prices for vehicles listed on the internet. Once you get to there they add on *** of dollars worth of price gouged Accessories
Purchased vehicle on 5/25/20 that I seen listed for XXXXX. Once I got to finance I was strong armed with useless price gouged accessories which drove the price to approx XXXXX. These crooks need to be stopped. Several Yelp reviews available by others who have called them out on their bait and switch tactics.

Trying to cancel my maintenance contract and extended warranty within the 30 day period. I was told a form would be faxed to me. No calls returned
My daughter and I purchased a 2015 Jeep Wrangler online 5/16/2020 from Russell Westbrook Jeep in Van Nuys. The car was delivered and paperwork was signed. The dealership claimed the paperwork was signed incorrectly so they came to my house again the second day for re-signing. My original agreed upon price was $*** including the scratch coat, extended warranty, and maintenance contract. When seeing the final paperwork they had the warranty and maintenance listed as "optional" but charged me $*** for the warranty and $*** for maintenance. I called the finance department and told them not to file that paperwork because it was incorrect. They did anyway. I drove to the dealership the next day and spoke with "***" in finance because my original finance guy, sales person and manager would not speak to me. He said I could cancel the warranty and maintenance once I received my auto loan statement. He would fax me a form and it would be removed. I spoke with *** yesterday and he insured me the form was being faxed. I have not received the fax and nobody will return my call. According to CA law I need to cancel the warranty and maintenance contract within 30 days of purchase which will be 6/16/2020. I spoke to the TD Auto Finance and they said they could not assist and the form needs to come from the dealership. any assistance in this matter would be greatly appreciated. This dealership is nothing but shady charectors.

Terrible customer service. Show price, then bring in required addendums

Scam artists list a price promise an out the door price drive 3 hours to purchase vehicle and they now have to up the price "because it has add ons" which were already listed and discussed previously.

BUYER BEWARE!!! Textbook Bait & Switch tactics!
Dealership advertises a price online which seemed fair. They also advertise that they would bring the vehicle to you to test drive under COVID-19 conditions.

They would not honor the remote test drive so I came to the dealership and test drove 2 vehicles. At the dealership, some staff were wearing face coverings and some were not (it's mandatory in LA at this time). They were not practicing social distancing. They did let me test drive alone - but when I asked to test drive a 2nd vehicle, that was not on the lot, the salesperson asked me to ride over with him to the satellite lot. I refused.

According to the salesperson, the one I wanted had been "stolen" from their lot and police reports were being filed. So he brought me a similar vehicle but was $3000 more expensive with options I didn't want or need.
Ultimately I decided to try and make a deal with them. The Finance Manager, Melvin Dionicio, advised that the vehicle I wanted was actually in stock.
I showed them the advertised price and they reluctantly agreed to come down some, but not to the advertised price.
HOWEVER, they also add about $6k++ of aftermarket, useless accessories, and refuse to remove them and won't lower the price on them.
So the ultimate price is about $8,000 over their advertised price including taxes and fees. Needless to say I walked away.

Stay away from this dealership! Illegal bait and switch practices. Horrible customer service. Worst attempted car buying experience ever.

I took my mom's vehicle in for a simple oil change on 4/23/2020. I arrived before 7 a.m. and was first in line. Was helped by a man who informed me it would take an hour and half to complete my oil change, visual point inspection and rotate tires.
He called me 1-1/2 hours later to let me know that the stud that holds the lug nut on the right rear wheel broke. When I asked how much it would cost for them to repair the damage they caused, they want me to pay $421 - they are charging me over $350 for labor plus their elevated cost of the parts! Their mechanic was the last one to rotate the tires on this vehicle prior to this day. When I asked for the broken part, I was handed a lug nut that doesn't even match the others on any of the wheels. All the other wheels were perfectly matching. I took the car to a retired mechanic friend to show him what happened and was informed that all the hubcaps were incorrectly placed! They covered up the schrader valves so no one has access to the valve to adjust the air pressure. One valve was completely pinched and could easily break! I found out that they didn't even fill the tire to the correct air pressure. My friend also checked out the torque specs for this vehicle and found out they that their mechanic over-torqued all the wheels and that's why they broke the lugnut. Then we went to Autozone and O'Reilly to buy the parts which cost only $1.99 each and found out that the lugnut they gave me would never even work on the car - they clearly lied and gave me some random part when I asked for the original part they broke from the car. And now they want over $421 to replace/repair the issue they caused. I do not recommend this place at all - avoid it all costs - they are a rip off! Very unethical and extremely incompetent!

Dealership not paying for Enterprise bill as agreed.
During 2019 I made 4 visits to the dealership. Each time my service advisor *** had arranged for and stated the dealership would take care of the rental charges while my vehicle was in for factory covered repairs. Each time I dropped off the covered rentals I would receive a receipt showing the charges getting billed to the dealerships account and has an authorization number. Months later and numer complaints to corporate Jeep, I am stuck with three bills from Enterprise because they reversed the charges and left account unpaid for. *** the service manager spoke to a corporate employee and stated the dealership didn't pay it, the case was closed and he couldn't fix it anymore. I was told by Corporate tht I would have to go after the dealership on my own to gt them to pay. I have tried and spoken to *** who handles rental cars at the dealership and *** and my advisor ***. No one has been able to or willing to assist me in taking care of this debt. This is on my credit report as a debt. I have other rental agreements but this page will only allow me enter one file.

Unfair customer treatment and poor sales practices
I was referred by my sister who had a good experience in January 2020. I went to the same salesperson my sister had used (***) at Russell Westbrook in Van Nuys. On February 28,2020 I test drove a Grand Cherokee Altitude model. I made an appointment with ***. When I arrived *** was prepared with the model I had reached out to him with. I immediately liked the care when I saw it. We took it for a test drive and when we returned I was really interested in the car. We walked in and started "drawing up the numbers". At this time *** my salesperson introduced his sales manager (***) to us. *** the sales manager provided us with the details of the car and the breakdown of the payments and cost. I let him know that I did not want any of the additional add on's that get placed on a new car because I was already pre approved for my loan with my credit union. *** said that was not a problem and he would still work with me to get me a "good deal". We went back and forth for about 3 hours. As I discussed the amount of the car and because I had missed a question with my credit union that would affect my payment. I decided to walk away from the car that night, but before leaving I took a picture of my paperwork. I let *** and *** know that I had to think about the purchase and *** was not happy about my decision by the look on his face. He ended up trying to pursue me to making the purchase that night. However I still walked away that night from the car. I let *** and *** know that I would be back the next day after clearing some things with my credit union. On February 29,2020 I reached out to *** and let him know I wanted to look at another car that cost a little less and that I was still interested in the original jeep I has test driving the day before. *** told me there was no issue and he would have both cars ready for when I arrived. I had an appointment with him at 5:00 pm. I was a little late but *** sent me another text message to confirm I was still going to the dealership. I let *** know I had arrive and he said he would be out in 5 minutes. When we arrived *** was surprised to see us. I waited for him 30 minutes before he arrived. When he showed up he let me know he was looking for the other car. So I looked at the car and I did not like it. So I told him that I was not interested and wanted the first car I test drove the night before. We went inside and I had been sending text messages with *** throughout the day, he had told me they would be honoring the same car amount form the previous night. I handed *** my drivers licence and waited for him to come back to me. *** and *** both told me we would wait no more than 20-20 min to see the finance manager. I informed them that we were hungry and were wiling to come back after we ate dinner. They both insisted we wait, so we waited. We waited at 1hr 30 min I text *** and told him I was ready to leave. I waited for 2 hours before seeing the finance manger (***). *** was helpful during that process. When we were done with *** and signed all docs we went outside to look for the jeep to find out that they did not have my car ready. They had was the wrong car and could not find the one I purchased. I had to wait another hour for them to wash the car and when I received the car it was unacceptable it was dirty and not washed properly. I arrived to the dearship at 6 and left at 11:45 pm. I learned what the term "roasting" means and was dissatisfied with the sales manager and his treatment towards me. Since the sales manager was not going to make an excessive amount of money from me he was not pushing my file through. To make it worse I was never given my drivers license back. I called the dealership and talked to *** who promised to call me within 5 min and never did. I had to place several calls to them until I reached *** again who stated they did not have my DL. On top of the bad experience I am left with no DL because they never gave it back.

I believe Russell Westbrook has committed fraud on the repair work of my PT Cruiser.
Last year I took my car to Russell Westbrook because it kept shutting off they kept it for over three weeks and gave it back to me and immediately the same problem over and over not only did they take it back once they took it back twice. They charged me approximately $800 I am semi handicapped I barely use the car and when I did finally use the car after about five or six short jogs in the area it shut off again I had the car towed back to them they kept the car another two weeks and charged me another amount of approximately $***. Every time someone went over and checked about the car it was sitting in the parking lot accruing tons of Filth and dirt they never wash the car they did not offer me a loaner and I believe that they have misled me committed fraud overcharge me and their work was based on in confidence of not knowing how to fix the car I have a friend with approximately the same year PT Cruiser same exact problem she had it fixed in Arizona $500. They were not truthful about anything you call and all you do is get a run around I am requesting my $800 due. Returned because they did not fix the car the issue with the car is that if you let it sit it starts and then it will stop and then it sits and it will start I allege that's what they did they gave me back the car without ever repairing it I am ready to go to the attorney general if this is not rectified. Of course I have all receipts. Thank you

2014 ram CV has a ticking noise. The issue was brought up to the dealership several times and they are not taking responsibility
The issue with my van, 2014 Ram CV was brought to the dealers attention several times, which the dealer dismissed as normal operation. The ticking noise is a lifter and common issue with the penstar 3.6 engines. The noise has gotten progressively worse and the dealer is not taking responsibility for something that could have been fixed under the power train warranty. My car has been at the dealership for 2 weeks and I have been trying to get resolution but they dismiss me, don't return my calls and now my case has been sent to corporate with no resolution in sight. This is a common issue with all their penstar engines, lots of reported cases and the dealer and Chrysler should take responsibility and repair it.

Contacted this dealership at least 15 times since October 2019. Sold me a vehicle without inspecting it. There is a tear in my seat and other issues.
This dealership sold me and my partner a vehicle that had not been properly inspected in October 2019. There is a rip in my seat and some Velcro on the windshield that is glued onto the windshield. I have been trying to contact this dealership since October 2019, 30 minutes after we drove it off the lot. They have moved me around in every department when I have called. They are avoiding my phone calls. They keep sending me to other peoples voice mails, and never get a call back. I need an appointment date and time where I can bring the vehicle in so they can fix it. I am leasing this vehicle, so I do not want to be charged when I return it in about 4 years. Thank you.

My experience with *** a.k.a. *** was a bad experience he flipped my words twisting my words around changing prices quite frankly wasted my time
December 22, 2019 I am making a complaint on *** a.k.a. *** at Russell Westbrook Dodge dealership I initially came in with $*** looking to pay for a charger make a down payment very clear *** turns around and says I want a Dodge dart and then I said I was going to pay $*** down paymentAlso he smelled like marijuanaI have been dealing with this dealership for over a month now trying to close out on a deal and they are steadily confused and have chaos and confusion in their dealership

Bait and switch games. Read small print to find out their website and 3rd party website they list on is not a true price. Dealer added options no one wants.

Web site advertised false prices to get you to come in. Salesman told me it was out of his hand to correct price advertised online.
Went to web site. Ram truck advertised for *** after discounts and so-called employee pricing. Wasted my time calling them several times. Quoted me online price and ask me to come in. I told them we could work a deal over the phone and I would come pick up truck. Salesman came back and said actual price was *** more than advertised price because of extras on vehicle they could not remove. I ask him why then don't you update/correct advertised price and he stated it was out of his hand. Consumers are driving to dealership because of advertised price and prices quoted over phone just to find out prices are intentional advertised lower than actual cost of vehicle. We put a man on the moon over 50 years ago and dealerships do not have the ability to advertise correct prices.

They allowed us to leave their lot with a nail on our tire and refused to fix it until they realized they not only put my life at risk but as well as my new born baby.. they also have not held up their end of the deal by giving us our spare tire, we want out of this deal but they refuse, we still have not received our floor mat and spare tire that was apart of our deal