Russell Westbrook Chrysler Dodge Jeep Ram of Van Nuys
Reviews and Complaints

I purchased a used 2022 Lexus GX460 from Van Nuys Chrysler Dodge Jeep Ram on September 13, 2022. The vehicle has a deep scratch in the rear passenger door that goes all the way down to bare metal. Being that I was purchasing a used car, I overlooked other minor scratches but insisted that that deeper scratch be added to the due bill because it could cause rust.

The sales manager, Badie Audish, agreed to pay to get this damage fixed. Since I do not live in the LA area, Badie assured me that I could have the work done near my home. He agreed to cut me a check for an amount equaling the average of the 3 repair quotes, which came out to be $1,528.74.

However, when I provided proof of the quotes and requested that a check be distributed, they only agreed to payout the lowest quote amount, but only after I had the work done. After further discussion, they then offered to reimburse me the full amount, but again, only after the work had been done.

I do not trust that they will reimburse me for the repair costs as they have given me the runaround for almost a month now. I've called, emailed and sent text messages to my sales person, Harry Merdinian to address this matter with no response. I spent $20,000 on a down payment with this dealership and they are refusing cover costs that were agreed upon in the contract.

I will continue to pursue this matter until I receive the compensation I am owed.

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.

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

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.

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!

Horrible! They rip you off and steal your money. I kept telling them I was tired and wanted to leave the Finance Manager *** told me to sign and we would change later just so I could leave with the vehicle. He added a whole bunch of stuff to the vehicle and lied and said the credit union wouldn't give me the deal without the extra insurance. They underpaid my payoff and got the money from my credit union. Its been 2 months and they will not return my calls. I get hung up on when I call and wont give me managements number. I still have not received my $1200 refund!

If I could give zero stars I would! DO NOT BUY FROM THIS DEALERSHIP!

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.

This dealership failed to meet contractual obligations and owes me for a trade-in vehicle they won't pay by contract. I purchased a new vehicle from this dealership and traded in a vehicle for an agreed value. The dealership received full payment from my credit union for the new vehicle but has not paid me the equity for my trade-in. The dealership has my trade vehicle and has sent the payoff to my credit union. I am owed a significant amount and they refuse to pay according to our agreement. I am requesting the funds owed to me by the dealership or I will consider legal action.

Purchased vehicle, payed *** for anti-theft tracking device, told to expect registration details in mail, never came, complained & never received On October 29 I purchased a 2009 Honda CRV from this dealership. I was told that it was coming with an anti-theft device called Theft Patrol. The argued with me that they could not remove it from the vehicle as all of their vehicles come with it. We agreed upon a price and I was told to expect something in the mail regarding the registration of the anti-theft tracking device, which would allow me to see the location of my vehicle using an app. I never received anything in the mail regarding this device, and when I called them several times I was told to expect a call back, which never came.

Service department does not reach out to me nor return calls. In need of a rental and should be covered by department because it's a warranty job. I have been trying to get a hold of my service agent or the manager to find out the status of my truck. Also to inquire about a rental because this is a warranty job and a rental should be provided for their mistakes. Mistake one was a panel that was supposed to be replaced during my first visit, the techs broke the first replacement and the service department never called me to return when the part came in. After a month of minimal driving the vehicle, I had two stalls and a check engine light. Turned the truck back in to get serviced and finally get my interior panel installed. I turned my truck in on Jan 6 2021. It is Jan 18 2021 with no update.

did not honor the promotion Ram was offering at the time 120 days no payment and 84 month w/.9% apr. I was approved for promotion. I purchase brand new Ram 1500 Bighorn 2020 *** with the promotion Chrysler was offering for Ram no payment for 4 months and 84 month .9% apr. I got approved for promotion signed paperwork stating 4 month no payment but contract stated payment due June 27 we questioned and *** said to me you are fine I have signed paper and you are good to go. I been reaching out to mikel and delearship acknowledge mistake but does not want to resolve. I only agreed to take the car because of the 4 month no payment My plan was not have payments for 4 months so I can finish my remaining lease with Nissan which it's 4 payments remaining but Now I'm stuck with both payments. What was agreed with Westbrook Ram is *** for 84 month with .9 apr and no payment for 4 months

Cancelled optional services in February 7 and did not receive refund yet, even after I sent them a registered mail. Total amount is $598.00. Reference: VIN # ***. We bought a Jeep on 1/13 and two optional services were added. 1) Road Hazard - $299.00 and 2) Theft Patrol - $299.00. On 2/7 I met with the Finance Manager and basically lied to me that only item 1 (Road Hazard) can be cancelled. He wrote me a cancellation form for the Road Hazard. I found out later on that both could be cancelled since these are only optional services and it's not even past 30 days. I called them for the refund several times but never returned my calls. So on August 12 I sent them (both Finance Manager and Finance Department) registered mails. As of today still no word from the dealership. Attached: 1) Optional Services contract, 2) Cancellation- Road Hazard, 3) Demand Letter - 8/12 and 4) Registered Mail Receipts.

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.

False advertisement of price, false promise of using different lender, non disclosure of missing vehicle items. Issue purchasing a 2019 BMW *** on Oct 18, 2020. Salesman *** 1) False advertisement: Online price at *** Getting there, claiming they have installed accessories the asking price was *** After negotiation dropped price down to *** The salesman also said the car had all keys and books, and on delivery, said that only one key FOB was available. 2) There was a great pressure to sign and close on the spot, including holding the key to my car after doing the trade in appraisal, and "not locating" the person holding it (they even lost the key that day and only found the next morning). Their offered financing option was at a 4.54% APR. I said I had a better condition with *** and the Finance Manager *** said they did work with *** that I should get the pre-approval letter from the bank the next day and notify them, so that they could change the financing contract. I did send it to *** on Oct 19, but now he claims they don't work with ***. *** confirmed that the dealership is on their partner list. I know I had the option to walk away and not do the deal, but I ended up trusting them to holding their word. There was a sequence of very unethical sales practices.

Sales manager added extended warranty to my contract without asking or explain that it would be extra on top on negotiation price. No refund still. Date of purchase 9/23. Advertised at *** online upon arrival they price was *** with additions already included like low *** and something to do with better tires. I negotiated with sales man *** that my budget was *** out the door taxes and fees included. Manger *** ram my credit and agreed to *** out the door. Never disclosed the APR he gave me and on top of the *** he went ahead and added a warranty for *** On my contract, under pressure and tired and with a table pad I started signing trusting them. When I got home reviewed my contract said *** and notice he added *** on top of the *** Contact him about the dishonesty and that I wasn't told or giving an option to purchase it. I went in 9/24, to sign a cancellation form and haven't got refunded. Also the key control was missing the key and the sales man said they would replace it the next day if I purchased the car just to go in the service department. When I go back to speak to *** sales man about my key said it would cost me *** when he said he would get it fixed for me if I purchased the car. I have not heard from them since 9/24. Customers can't purchase the cars without their add ons. It's not an option .

My credit was harmed due to a dealership's failure to pay off my trade-in lease. On December 8th, my wife signed a lease for a new car. As part of the deal, the dealership was to pay off her previous lease. The salesperson took the old car, but a week later, we learned the payoff had not been made. This led to a report to the credit bureau and a 79-point drop in my credit score. The car is still in my name, worsening my credit as time passes. Despite multiple attempts to contact the dealership and assurances that payment was sent, the issue remains unresolved. A manager even hung up on my wife, leaving us without answers. As of December 30th, I still don't have a copy of the contract. Since the dealership has not fulfilled their agreement, I'm seeking to void the contract and return the new vehicle.

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 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. 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.

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 *** on 6/20. I walked in with a *** 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 *** as I was already pre approved. This deceitful man kept telling me that *** 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 *** (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 *** 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 *** 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 ***'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 *** to which I refused. Because I has lied to ! I don't think I should pay the *** for switching to ***.

Sold a certified preowned Jeep & were guaranteed it was fully inspected however it had an expired battery that did not hold a charge & faulty locks My spouse and I specifically purchased our Jeep from this dealership based on the certified pre owned status and guarantee on the inspection that the car was in working order. Unfortunately that was not the case as the battery was expired (more than a month expired on our purchase date in April ) and consistently could not hold a charge. In addition the door locks were faulty and we had to consistently manually lock the doors, specifically the passenger side front door as it would not work. Both of these pose a safety issue not only when operating the vehicle but when leaving the vehicle without knowing whether the locks would work and protect our Jeep and our belongings. We called to inquire and were told we could take it to a local Jeep dealership to resolve these issues. This was very important as we live nearly 2 hours from the dealership and the jeeps battery would not hold a charge making it unsafe for us to operate the vehicle. When we purchased the car we were assured we could have the car serviced at our local Jeep dealership since we live quite far from this dealership location. When serviced the local dealership said it should have never left the lot with an expired battery and the locks should have been a part of the certified pre-owned inspection. These repairs, that should have been caught and fixed in the inspection, were not covered by any warranty and now we are stuck with a bill and feeling quite unsatisfied with the certified pre owned certification and inspection which missed these key operational and safety elements of the Jeep. I have called 21 times and spoke with 4 departments and have not received a call back or any sort of resolution. The lack of communication and customer service is extremely disappointing. Based on this experience I would not recommend this dealership to ANYONE. Please let me know what we can do to recoup the *** spent to fix the faults that should have been inspected and fixed prior to purchase. Thank you

issues with contract services i was made to believe i had to buy issues with refund from cancellation I was forced to buy contract services for a vehicle because i was told it was mandatory for being a lease, the car ended up being a lemon. When I returned the vehicle the FCA told me that the contracts services where not refundable because they are optional. I was very upset and when I cancelled them through the dealer that sold them to me now they are not giving me back the right percentage for the left over of the contracts the finance manager has been playing with me, never returned phone calls or emails and had me go there 6 times to try to get this issue resolved. the company that provides the service contracts gave me the formula of the money Im supposed to get back they keep using the wrong numbers and giving me wrong information to try to trick me again and again very shady practices to say the least. I need to get the right amount of money back they still owe me over *** not counting that they made me buy a service it was supposed to be optional so i should be getting all the money back not just a percentage. If i have to open a small claim court i will sue for the whole amount of the contract services i was tricked into buying the contract services provider gave me the formula for the refund they have to refund *** minus a *** fee per contract they sent part of the payment to US bank and used the wrong address and no memo that identified the money with my account, the check got lost so I had to go to the dealer to try to clarify and be able to find the check. then gave me wrong amounts and told me the have sent two checks. US bank open an investigation and told me that the could no find them. Had to get back to the dealer two more times to finally get the right amount and check number (turns out they only sent one check not two and the amount did not match the amounts they gave me before) they had people at US bank looking for checks they never sent. I don't really understand if they thought I would just loose my money and not try to find it? I finally got the right check number and amount so they found the check but it is short by *** I am trying the get that amount back, if I need to open a small court claim I will probably sue for the full amount of the contracts. Dealers should not be allowed to trick people into buying services that are optional by telling them they are mandatory for being a lease the last time i was there i was trowed out of the store and insulted by a really aggressive general manager. I really need to get this issue solved

I have not received a reimbursement from the dealership for the amount they advised I would receive after leasing a new Jeep on 5/23. On that date, I traded in my old 2010 Volkswagen Jetta and leased a new 2019 Jeep Wrangler Sport. The dealership agreed to buy back my Jetta as part of the deal. I had a car payment due on my old Jetta on 5/28, four days after the lease. My finance person advised making the payment to the bank and promised a reimbursement, which I have not received. Despite multiple follow-ups with the dealership, I've had no response. Additionally, the finance person mishandled my personal property and the dealership made an error on the payoff amount of my Jetta in the contract.

dealer breached contract and did not submit information to finance company On July 17 my husband and I went in to start shopping for a minivan for our family. We went in with over *** in cash and had every intention of purchasing this vehicle straight cash. After test driving two models, we decided to pursue a finance contract for a small amount to help build our credit. Our salesman *** and the sales manager *** "ran the numbers" and brought us a back an offer that we didn't love at first but because they told us about this "Dealer only special program that would allow us to refinance in 6 months and cut the payment by more than half and bring the interest to 9%" we decided to take the deal. Our credit was already very poor but they assured us they would have no problem financing us through Chrysler Finance. Our first tip-off should have been that by the time we made it *** to sign the documents the 6-month refinancing program now turned into 12-18 months. But we still decided to move forward. We left the dealership needing to send in our paystub information which I did Saturday 7/18 directly to ***. On 7/21 we received a text message from *** asking us to call the bank. When we called the bank they could not find us at all in the system. *** said they were requesting better copies of a social security card and a work number. we provided this to *** via email and text message on 7/22. On 7/28 we received a text message from *** asking us to again call the bank for a customer survey with the finance company, We called the bank immediately and they verified information, asked for work numbers again which we provided, and gave us the payment due date and amount. On 7/30 we again got a text message from *** saying the bank needed the work phone number again. I provided this to *** via text on 7/30. 8/1 we received a "cancellation of contract" dated 7/26 from ***. When I called him he was not in the office but directed me to ***. I called the dealership several times and could not reach ***. I reached out to *** our sales guy and he researched what the problem was and called us back. *** again told us that everything was fine the bank just needed work phone numbers again, so we gave him work numbers again and got verbal confirmation that we recorded telling us everything was fine and the contract was not canceled. On 8/3 I reached out to *** via text message and asked why she never supplied the work info to the dealership on 7/30 when I sent it. I again provided the numbers to her. I received no response. After the call on 8/1, we did not hear from anyone at the dealership or the bank until 8/12. We received a call from *** saying the bank needed work phone numbers AGAIN and our tax returns. I gave him the work numbers again over the phone and because we were out of town I emailed him the tax documents to both of his emails on 8/16. On 8/17 around 11 am I received a call from *** telling me that the bank needed us to unlock our credit reports. I asked why we need to do this again since we had already had our credit pulled multiple times and had already spoken with the bank. To us, this seemed like it was a done deal. It had been 30 days since the purchase and we didn't know why we were still having issues. He assured me that everything was fine and that this was the last piece of information they needed. He told us he would also push our payment 45 days since our due date of the 31st was approaching. I unlocked our reports and called him back around 2 pm and told him. He again confirmed everything was fine and that he would push the payment 45 days. On 8/20 around 11 am I received another call from *** at the dealership that the contract had been canceled and we need to return the car. I asked him to explain why this was happening when we had provided everything that was needed and had been assured multiple times that everything was fine. *** told me he had no idea why the contract was being canceled and

Overcharged for a minor service maintenance on my vehicle and intentionally misled when I tried to question it. I brought my car in for 40k mile service & for a diagnostic to see why my check engine light kept coming on. I left with a bill over $***. When I called to complain about a maintenance service that I did not request (fuel injector service), I was told that maybe "I didn't hear the service rep. when I was allegedly told about it" when I dropped my car off. I am not a "car" person I do not know what any of that stuff means, but I do know that what I brought it in for was a tire rotation, air filter replacement, and oil change - all part of the 40k mile service. When I called to complain about this, I was originally told that my service advisor "***/***" (spell*) had left for the day and would call me back tomorrow. It sounded suspicious since I had just picked the car up only 10 minutes prior, but I went with it. Upon looking at the receipt again, I realized that I was charged $800+ in labor for $230 parts. They had the car over the weekend (Saturday, 11/21/XXXX XXam - Monday, 11/23 at 12pm) and the MAXIMUM amount of hours they could have worked on it was 11 hours. So I called back, I knew they would dodge my calls and they did, repeatedly. Until I blocked my number and "accidentally" hit the number for sales instead of service. Then I happened to speak with someone else who couldn't really provide me any info, so sent me to another service rep. Eventually, I got to a rep that tried to explain to me that their labor charge was something like $200+ an hour - yet that was the "discounted" rate, but for repairs, (I didn't get anything repaired). I brought it in for SERVICE and a check engine light issue that I was 100% aware would cost me at a minimum of $300 - a very far cry from the $*** total I got. But, $200+/hr for labor on a basic service is unreal? There were no repairs made! Is that even possible? A surgeon doesn't even make $200/hr! So, the service rep trying to explain this asinine labor breakdown to me, transfers me to my service rep, ***, that I was told by two associates that he left for the day. It was a web of lies and purposefully misleading info. We first addressed the charge of a service I did not request, a fuel injection service, and had the rep explained it to me and told me what it would have cost, I would have refused it - Especially since my car did NOT need it! When I told him that I did not know what it was, he first said "maybe you didn't hear me when I told you - it's really hard to hear in here sometimes" - but the price of each service was not even itemized in the estimate. Some how I "didn't hear that" but I just so happened to hear about all of the other things he asked - like break pads and an alignment?! Maybe I didn't hear him, because maybe he did not say it. Then his next response to that service was "well, that service was part of the 40k mile service". No, NO it was NOT! I made my appointment online, when I chose my service the 40k mile service included only - ONLY a tire rotation, air filter, and oil change! The fuel injector service is apparently a "recommended" service and was not needed on my car at all at that time! He continued to go back and forth telling me it was part of the service, but then telling me it's only a recommendation - Again, being spun in circles. Then I asked him about the labor charge of $814, he starts off by saying the labor charge is $150+ an hour, but $200+ for repairs, yet I had nothing repaired. It was in for a minor service and a diagnostic for my check engine light. Both I was fully aware of - nothing else. Regardless, labor charges of $150 - $250 is outrageous for ANY service maintenance on anything, especially a Jeep Compass. After all of that, he offered me nothing but 2 free oil changes (equivalent of $80) or a credit to their gift shop, but refused to refund me. Which hardly makes up for a $260 service I didn't need or even "hear" him say. Not to mention, the egregious labor costs that I am having a hard time believing.