ComplaintsforRon Lewis Automotive Group

• Initial Complaint

  03/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The dealership shop charged me $275 for a diagnostic on a wiring issue and the result was " we think" the issue is above the DEF tank and it would be even more money to tank down and they "think" its above there. but they weren't sure. I took the truck home and tested with a power probe ECT2000 and found that the damaged wire was back by the spare tire which was easily accessible and easy to repair. I am not sure if this was deceptive or incompetence but I shouldn't have to pay a dealership a diag fee only to go home and still have to do it myself. It took me " shadetree mechanic 20 min to find and fix an issues that I was charged $275 and they still couldn't find.

  Business response

  03/14/2024

  To whom it may concern,
  
   This letter is in response to a complaint filed by ******* ****, concerning the 2.0-hour diagnostic fee charged while diagnosing the customers concern of the back up sensors / warning not operating properly. The customer felt the wiring issue was related to an insurance claim related to his backing into a tree.
   As you will see by the attached repair order and supporting photographs there was a previous repair attempt made to the existing chassis wiring harness as well as wiring rubbed through under the driver’s seat. Issues exist by the spare tire area as well as the Left Front wheel well area.  
   The customer spent about 30-40 additional minutes speaking with our certified technician who explained in detail as to what and where the issue was on the vehicle.
   Since the repairs needed were not related to the accident and there would be an out-of-pocket expense to repair the issue, the customer elected to stop any further work on the truck at our facility.
    The time spent tracing the wiring circuits and time our technician spent with the customer in person was greater than the 2.0 hour billed to the customer at our $130.00 per hour labor rate.
   Based on the information available to us and the detailed documentation we have provided we respectfully decline the request for a refund. 
  
   Sincerely,
  
  
  
  Art H******
  Service Director
  Ron Lewis Automotive Group

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my sister1999 Lexus ES300 for the annual inspections at Ron Lewis Chrysler jeep ,i was informed the car would not pass the inspection due to it needing a brake job and wipers that would cost over $400 i then informed the service writer i would have the job done and bring the vehicle back when the job was completed so a few days later i replaced the brakes which i might add did not need to be replaced at that time but i replaced the brake rotors and pads and took the vehicle back to be inspected at which time they took the wheels off to inspect the brakes i was then given the vehicle and left the dealership a few days later i noticed one of my lug nuts on the passenger front was missing after closer inspection it was not just the lug nut that was missing the entire stud was broken off. in my experience being involves in the automotive business for over 30 years this is mostly caused by impact guns and inexperience mechanic. I then lodged my complaint to the service manager he said they never took that wheel off which was a lie and was not liable for the damages, When the vehicle entered the shop all lug nuts was on the vehicle and properly fastened shortly after leaving the shop the log was completely busted off . if you have any further questions please contact me at *** *** **** 

  Business response

  03/05/2024

  To whom it may concern,
  
  In response to the complaint filed by ***** ***** concerning a broken right front wheel stud on a 1999 Lexus ES300 that was brought to our shop for a re-inspection.
  
  As you will see by the attached Vehicle Inspection Report / Work Order dated 1/29/2024 the left front wheel was pulled along with the right rear wheel. It was not necessary and we did not remove the right front wheel.
  
  As the customer stated, the stud and nut was on the vehicle when it came in for re inspection. Again, we did not remove that wheel for re inspection.
  
  We have no control on what transpired with the vehicle after it left our facility.
  
  Since the vehicle has almost 300,000 miles of daily wear and tear there will be components that will fail without warning due to fatigue.
  
  We did offer to split the cost of the repair with the client as a good will gesture. The customer declined and shouted a few obscenities. The customer was then asked to leave.
  
  Unfortunately, based on the facts, we cannot accept responsibility for the issue with the wheel stud on the left front wheel.
  
  Sincerely,
  
  Art H******
  Service Director
  Ron Lewis Automotive Group

  Customer response

  03/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** *****

• Initial Complaint

  01/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We had a lease ending & returned to dealership we purchased it from. They said they needed to do a lease end inspection to make sure truck was in line with lease buy out number. After inspecting it, they said the numbers matched to what Ally said was buy out. Asked If we wanted to certify it for $800. We decided against it as we told them we had NO intention of keeping the truck with that high of a payment and would be trading it in by the weekend. The salesman Mark G. took us all around the lot showing us different vehicles, trying to get us to buy something there. There was nothing we wanted for the prices they quoted. Told Mark we just wanted to buy our truck and start looking elsewhere for something else. He then sent us to F&I guy who was in hurry cause it was his “early day” & had to email us the paperwork cause he didn’t have time for it to print. After we got the paperwork, I realized the price of the truck was higher than lease pay off we agreed upon. I called and they told me it was for the certification process. I told them we said we didn’t want it certified, that we had no intention of keeping the truck. Why would we pay to certify something we were going to be getting rid of in a couple days? (& I didn’t get ANY paperwork proving it was indeed certified. Only paper I got showed there was $0 due that day) he said I was welcome to contact his lawyers and have ignored any further correspondence from me.

  Business response

  01/31/2024

  In response to the complaint filed against Ron Lewis Automotive by **** ********* 
  On November 29,2020 Mr. and **** ******** entered into a lease agreement of a Ram truck for 36 months through Ally Financial from our Cranberry location. They returned to the dealership on November 1, 2023 to investigate leasing a new truck but the payments were higher and not agreeable so they decided that they would purchase their current lease and own it. Because lease payments are higher now than in 2020 it is not uncommon for customers to buy their current vehicle from the lessor to keep a lower payment. 
  When discussing their options, Mr. and **** ******** were informed that they could buy the vehicle as a certified pre-owned vehicle, for an all-inclusive charge of $1,450, which would include the service check, certified pre-owned inspection, and give them powertrain warranty coverage for 7 years or 100,000 miles on the odometer from the original in-service date of 10/29/2020. They were presented the breakdown of the numbers and agreed that they found value in the additional coverage of certification and would purchase it as a certified pre-owned vehicle. 
  We require that every vehicle sold through the dealership be checked by our factory trained technicians to ensure that the vehicle is roadworthy, passes state inspection, and free of any issues that could cause potential harm to the purchaser. Certification is a more in-depth inspection of the vehicle and must be performed to factory specifications before the vehicle can be qualified as a certified vehicle. 
  The truck was then sent to the service department and a certified inspection was performed as requested by *** *** **** *********  *** ***** ******* ********* *** *** ****** *** **** **** *** ******* ** ******* 
  About two weeks later we received a call from **** ******** about the sale demanding a refund for the certification. She stated that they were not told of certification nor did they want to purchase the truck as certified pre-owned. When asked why they wanted to be refunded, she stated that they traded the truck at another dealer. At no time during the purchase was there any mention of trading the vehicle elsewhere. If a lessee comes to the dealership and wants to buy their vehicle just to trade it in at another dealership, we would advise them to purchase it directly from the lessor and save themselves the inspections and fees which is what we would have said to the ********* had they mentioned that was their intent. 
  I have included all documentation for your review. 
  At Ron Lewis Chrysler Dodge Jeep and Ram we are always one hundred percent transparent and explain all options to every guest and let them make the decision as to how they want to move forward without pressure. We present the options and let the customer decide how to spend their money. 

  Customer response

  01/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  They are lying! I hope they recorded the entire process and if so, I indulge them to review it. We ABSOLUTELY made it known we would NOT be keeping that truck. Husband’s exact words were “it’ll be gone by the weekend” (& it was!) And even if we agreed to certify it (which we did not) Mark quoted us $800. They keep providing this checklist like it’s proof of certification. That was the checklist to check that the truck was sound, in good shape, mileage was in parameter of lease and that there was no damage. They took the keys and checked it the second we got there so they knew if they needed to tack on money to lease for damage etc. Came back and said truck was beautiful and lease number would be the number quoted by Ally. They also wouldn’t give us the keys back when he told us payment, we said no. We were going to think about it and Mark said we couldn’t take truck, that he would have to drive us home! We got there around 1:30pm and didn’t leave till 5:30. They just kept screwing around. When we didn’t want to trade it in or buy another vehicle from them, they still found a way to make some money for themselves. The lease but out was $46,000 & change. On the paper the upped the price of truck to $48,000+. With no documentation of where that money went. When I called he said it was for certification but I stressed again to him (&they know it) that we didn’t approve certifying it!!! 
  
  Regards,
  
  **** ********

• Initial Complaint

  09/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  After using Ron Lewis Ford of Beaver Falls (Now purchased by Dielh Kia of Beaver, I believe) for a repait on a Ford vehicle which was overwhelmingly unsatisfactory. I sold my vehicle and moved on. Since using the dealership for that poor repair service. I requested to be removed from all of their communication months ago. Since then, I have repeatedly removed myself from all communication lists (unsubscribing and emailing requesting to be removed from their lists and all communication) and I yet I am still receiving letters and emails requesting I buy from them. The email dated Sept 19 2023 contains information that I also received in the mail a few days prior via USPS

  Business response

  09/20/2023

  Ron Lewis Ford Kia was bought by Diehl Ford Kia.  Please reach out to Diehl Ford Kia for this concern.  They are the company that will need to remove you from their lists.

   

  Thank you!
  

   

   

• Initial Complaint

  09/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My alternator died on me while driving I called tripple a who came out ran a test and jump started my car they towed it to Ron Lewis located at 600 clairton Blvd i payed them to install a new alternator I purchased during them doing that they did it wrong and shorted out my pcm So I payed then for the labor on the alternator picked car up and it died again they claim my alternator going bad as the reason when they fired my cumputer I went back to them again bought a battery pcm and wire connectors and during that second job they blew out my car head lights and they claimed I did it and refused to fix them I payed them$ 2,470 dollers the next day I took my car to Monroe muffler and the mechanic put a new battery in my car installed head lights I asked the shop to correct the mistake they made they took no liability and refused to refund me on a bad battery that wasent compatible for my car I’ve been to pep boys three rivers chrsler and Jeep and Nouthin was wrong with my head lights or pcm till they touched it and the won’t fix it and I’ve had to pay for them making mistakes they called police on me and got me banned from the dealer ship they want provided corporate information or anything and I’m 32 hundred in repairs for them installing a alternator incorrectly and they refused to tell me what’s wrong with my car please help

  Business response

  09/24/2023

  This letter is in response to a complaint filed by ****** ****** concerning repairs to a 2013 Chrysler 200.
  On 6/29/2023 the vehicle was brought to our dealership with a customer concern of the vehicle dying out while driving. We performed a preliminary diagnostic test which found the alternator was not charging. The customer provided his own alternator for us to install. After its installation we performed a post test of the charging system and found that the system was now overcharging. The vehicles charge / voltage regulator is built into the powertrain control module / pcm / engine computer and was determined to have failed. We advised the customer of our findings and provided an estimate of repairs.
  We advised the customer not to operate the vehicle because of the overcharging condition to prevent further damage to the electrical system, particularly the battery and alternator he just had installed. See note on attached repair order *****. The customer elected to drive his vehicle.
  On 9/5/2023 the customer returned. After performing an initial diagnostic test, it was found that the battery and alternator was damaged due to the overcharging condition and in fact now parts of the engine wiring harness / electrical connectors were melted due to the high voltage condition and other 12-volt electrical components such as the headlight bulbs and electronics inside the radio have been damaged. The customer approved the repair of the charging system components only, the battery, pcm and alternator. See note on attached repair order ******
  While we empathize with *** ****** in regards to the issues he experienced with his 2013 Chrysler 200 with over 102000 miles, we do not accept responsibility for the failure of these components, especially since he elected to drive his vehicle when we warned him of the consequence.
  Attached is the battery part number application as specified by Chrysler. It clearly shows the applicable part number of ********** as the proper fitment (item number 10).
  The Chrysler parts that were installed are covered under the manufacturer’s warranty for 2 years from the time of purchase at any authorized Chrysler Dealership.
  Due to *** ******* aggressive and threating actions exhibited towards our staff we suggest he take his business to another authorized Chrysler Dealership, possible Three Rivers since he stated in his complaint, he has a relationship there.

  Customer response

  09/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Look at the repair it states nouthing on my head lights where damaged nore did they disclose that my tail lights and hi beams where also damaged they never diagnosed anything all they did was buy parts and went off my first repair and blamed me for everything all I did was pick my car up and it broke down all I had was a failed alternator and they fried my pcm doing so then when I called and mad a complaint they called police got me banned from coming to the dealership after taking almost 3 000 dollers from me please note they also yelled at me and refused to give me a refund for a battery they sold me please note my tail lights or out and my head lights and none of that was brought to my awareness and they don’t know what’s wrong with it cuz they never diagnosed the head lights or tail lights stay away from this dealer they mess your car up they goin us the favorite line this part shorted out that part please also note no other dealer worked on my car but Ron Lewis thank u but I got robbed and disrespected 
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  ****** ******

• Initial Complaint

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Services to my vehicle was supposed to be completed July 10, 2023. when the part was received by the dealer Ron Lewis I received a call Wednesday July 12, 2023 stating it should be done by today July 14, 2023 I received a call today July 14, 2023 stating the car would be completed by the middle of next week. I contacted Chrysler and filed a complaint with them. I called service Representative named Frank and told him I filed a corporate complaint, He told me there is nothing corporate can do and if I was unhappy they could put the car back together and I could go and pick it up. They have had the car since the end of June 2023. I understand they had to wait for the part however once the part was received I was promised it would be fixed (evap needed replaced) I was not given the option for a courtesy car and my wife has not had her vehicle since then,

  Customer response

  07/17/2023

  From: ***** ******* ***************************
  Date: Sat, Jul 15, 2023 at 2:29 PM
  Subject: Re: You have a new message from the BBB serving Western Pennsylvania regarding complaint **********
  To: Better Business Bureau <info@pittsburgh.bbb.org>
  
  
  
  This issue has been resolved by the dealership 
  
  Feel free to contact me with any questions 
  
  Thank you
  
  ******* ******* 

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle is burning oil. I have repeatedly went there. They put me through their process each time. I first have to drive 1000 miles and they put tamper proofing on the oil so it cannot be checked. After 1000 miles I have to return. They see how much oil it burned. Then make me do the same thing a second time. If it burnt oil both test which it always has then they say next step is combustion chamber cleaning. This is the step before they have to replace my motor. Which is under warranty. After that third step they say it stops burning oil. I have continuously checked After going through this each time with them and they have lied it has never stopped burning oil. I am at the point of burning a quart of oil a week currently. Last week my car started misfiring. Went to the mechanic to be told my engine is filled with oil and so are my spark plugs and that it's only a matter of time until the engine goes. It's burning oil and needs replaced as it should have been over a year ago the first time I went through this process with Ron Lewis kia. The customer service there is horrible they do not respond to messages and talk to you like trash when you are there if they did what they were supposed to I could get over that. They are dishonest and do not care and do not do their jobs or right by their customers. I went there last Saturday after leaving the mechanics to address this yet again. Only to have the guy working completely disregard me tell me I can't help you I only deal with ford's. I said well get the person who deals with kia to be told it was only him and that no one there could assist me I would need to come back. I have 2x now reached out to them this week via Google message. Which I have in the past done and have received a response. Not this time I have been ignored both attempts this week to reach them. My motor needs replaced. It is under warranty it feels like they are trying to prolong this until the warranty is up I am having to put a quart of oilaweek

  Business response

  06/21/2023

  To whom it may concern,
  
  This letter is in response to a complaint filed by **** *******, concerning a 2017 KIA Sorento.
  KIA Motors has very specific test procedures to follow when performing tests for an oil consumption concern.
  Attached is a snapshot of the procedure we are required to follow according to KIA Motors before the Tech Hotline will approve any warranty repairs.
  We have attached copies of the client’s repair visits with our test results as well for review.
  To obtain approval to replace an engine under KIA Warranty the tests must be performed to the letter and the results must meet the criteria for replacement approval.
  While we empathize with the client, we do not have the authority to replace an engine under warranty without prior approval from KIA Motors.
  The client should seek out another KIA Dealer for a second opinion if not satisfied with our findings.
  Any further questions concerning KIA Warranty should be directed to KIA Consumer Affairs at 1-800-333-4KIA.
  
  Sincerely,
  
  
  
  Art H******
  Service Director
  Ron Lewis KIA
  ************

  Customer response

  06/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  I have followed the protocol time after time and they have lied each time when I reach the step before they need to replace my motor they have repeatedly lied and said it stopped burning oil. It has never stopped burning oil. This place is full of dishonest people who don't want bothered with warranty work because it makes them no money. It is still their job and responsibility. My engine is going to blow up. I am burning a quart of oil a week. I have spark plugs in my possession my mechanic gave me and confirmed and showed me an engine filled with oil. I was told it's only a matter of time. It is burning oil so badly and my motor needs replaced! Now!
  
  Regards,
  
  **** *******

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After having a diagnostic done on 4/12/23 Tech:7 said the wiper motor would need to be replaced, said it would cost $400.00. The work order states" Wipers are not working talked to JK front wiper motor would not function tested wiring it tested good eas (?) able to free motor and get it to work motor is still binding and will need replaced." Appointment set for 4/18/23. About an hour and a half after they started working on my car Tech:7 informed me they had replaced the motor but it would only work on high setting. The work order states "replace wiper motor old motor had shorted out the TIPM will need TIPM." He then said it would cost $999.00 I said I couldn't afford that and to bring my car back to me. I would run the wipers on high until I could afford to get the TIPM replaced. After getting my car back I got started it up and noticed the "low tire" light was on. I asked a worker if the tire rotation had been done ( scheduled a rotation also) He said he would check the pressure and "top them off." While I was waiting I turned on the wipers, they weren't working on any setting. I went into the office to speak to Tech:7 ( he was on the phone). Another man asked if he could help me. I explained to him that the wipers weren't working on high either. He said he would look at it. He turned the wiper switch several times, said it was because the TIPM was bad that they weren't working. I asked him why I had paid $130.00 for a diagnostic that didn't show the entire problem. He said the diagnostic was "only a starting point' in finding the problem. I told him, I was told the problem was the motor. After a while he smacked the door of the car and said "we are done talking" On 5/4/23 I took my car to Soloman Auto Group ( Carmichaels PA) At a cost of $298.00. The work order states "Check for wipers INOP, run diagnostics, connector at bottom of TIPM (wiper sense wire) loose, repair connector. I would request an apology from Ron Lewis and a total refund paid to Ron Lewis

  Business response

  05/31/2023

  To whom it may concern,
  

  This letter is in response to a BBB Complaint from ******* ****, concerning her recent service on a 2014 Jeep Compass with a windshield wiper concern.
  
  After a review of the repair orders and discussions with our staff there is no way to conclude whether the wiring / TIPM Signal concern shorted out the windshield wiper motor or if the motor was shorted and caused the wiring / TIPM concern.
  
  What we can deduce is that we handled the interaction with this client poorly and as a good will gesture we will issue a refund check in the amount of $445.15 that the customer paid to have the motor replaced.
  
  I have attempted to contact the client by telephone but as of yet have not received a return call.
  
  We do apologize for any inconvenience this issue has caused.
  
  Sincerely,
  
  
  Art H******
  Service Director
  Ron Lewis Automotive Group
  ************

  Customer response

  05/31/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ******* ****

• Initial Complaint

  04/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  3/31/2023 Tire needed warranty replaced due to manufacturers defect (bubble in sidewall near rim). On 3/31/2023 I had location replace tire, however, I was told Kia could not replace and had to buy a new tire and contact tire manufacturer for warranty. I was not given the manufacturer info from Ron Lewis. After researching I contacted Sumitomo (maker of Geotour tires). They advised I need to contact distributor for Ron Lewis. I called Ron Lewis and no one is willing to give me that contact number and they claim I hit something and tire would not be warrantied. I have pictures of said tire, there is no scratch on tire nor on the rim. I did not hit anything with my car. They have no evidence of any collision and therefore cannot say I did. Also, if Ron Lewis doesn't warranty, how are they telling me neither will the manufacturer. Attached are pictures of said tire. No damage outside of bubble, and being this close to a rim, there would be damage on the rim if hit something. Ron Lewis is attempting to get out of replacing my tire under warranty.

  Customer response

  04/10/2023

  
  This is resolved. The General Manager contacted me and the charge was refunded to me.
  
  Thank you for the help on this matter.

   

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

• Initial Complaint

  03/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Purchased a 2020 Jeep Wrangler Sahara on January 18 2023 for approx 39,995. At date of purchase vehicle was not at site and delivered from Cranberry dealer location. On discussion with Mike C******* as well as others ( site sales manager) was told Key Fob would be later supplied from Cranberry dealership site as well as PA title. After home noticed OEM floor mats pictured on page 10 of advertised vehicle photos were not inside the Jeep. Called Mike C******* and told they would get them to us at our home. Mike at first asked if I had the picture on my computer which I replied YES PAGE 10. Subsequently, after several trips by dealer to bring old Pa plate and title signed Eileen mailed "dealer plate" back to dealer as had on to drive home. We are in possission of written "WE OWE" paperwork signed by dealership for - OEM JEEP FLOOR MATS AS WELL AS KEY FOB. both OF WHICH HAVE NOT BEEN SUPPLIED!!!! Latest call to Mike C******* on Friday February 24 2023 with his reply would be mailed/shipped as key fob as well. STILL NOT RESOLVED - NOT ACCEPTABLE !!!!!!!

  Business response

  03/13/2023

  Our apologies for suppliers having delays in delivering products in this day and age.  As of today, we are in possession of the floor mats and key fob -  which will be shipped immediately.

   

  Please call with any questions or concerns.

   

  Thank you!

   

  Steve P*******

  Vice President of Sales/Marketing
  

  Customer response

  03/15/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  **** *****

*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. ↩