WARNING!!!!!!! They are SO BAD they had to make a new yelp page!! I rote this review before but they somehow manage to have it removed.... I wonder why... If you are looking to buy a Jeep, do yourself a favor and find a different dealership. I went to VAN NUYS CDJR to lease a Patriot 2015, before I even step on a dealership I make sure I got the deal I want to minimize the amount of time they are going to make me waste. After many back and forth emails, I finally got to the numbers I felt comfortable with. I called to confirm model and price with the salesman, Chris Valerio. He confirmed everything. Twice! We arrive to the dealership, he pulls out the car, 2015 Patriot High Altitude white exterior black leather interior. We drive the car around the block, and go back in to close the deal. Chris sets the window sticker on the table 2015 Patriot High Altitude. Chris Valerio gives me a paper to sign with the agreed price on the car we just drove around the block . Chris sets it right next to the window sticker 2015 Patriot High Altitude. Chris goes away, runs my credit, comes back to tell me we are approved. Chris Valerio leaves us "to go prepare the car and contract". Chris rushes out " Good news!" He claims " I just found the car you really wanted" and throws a window sticker of a 2014 Patriot Latitude "it is a good thing you can still get what you want". His fake enthusiasm and forced smile just lets me know something is wrong. I say, 'no thanks, I want the car we drove and agreed on.' Chris goes on, trying to convince me that " both cars are the same" and that " I really wanted the other one". WE can tell he is a bit stress. The same? The two cars don't have the same engine/transmission... they are not even the same year, color or trim. Chris says "ok, ok" and goes away again to that place salesmen go to while they waste your time. Chris comes back out to tell me there was a "system error " and that the price we agreed on is for the 2014 not the 2015. But wait! It gets even better... Chris shows me the paper I signed and it's for the 2014!!! "A system error"! Chris gave me a document on the 2014 for to sign when we are talking and test driving a entirely different car! Mind that Chris set this paper right next to the window sticker of the 2015 Patriot High Altitude. I look at the table and realize that in his last trip to nowhere Chris has taken with him the window sticker for the 2015. The internet sales manager, Joseph Mansour comes out. We argue about what happen. At no point anyone takes responsibility for their mistakes. They just keep saying... it was a "system error" when it was clearly a "human error". Then Joseph Mansoir asks Chris Valerio... 'where you talking about the 2015 with them?' ( the car still park outside right across us) and Chris Valerio answers just in the way a 10 year old would lie to his dad 'No. I was telling them about the 2014' Joseph Mansour doesn't act any better, just like bad parenting hi makes excuses for his kid. WOW!!! I can't even react. I agreed to run my credit and go on with the negotiations when we were talking about a very specific car and model and last minute and after 3 hours and a half they take the deal back and offer something entirely different. Well.... they don't even offer... they let me know that's apparently what I signed on. Anyone can make a mistake, but you come out and take responsibility for it, acknowledge it and apologize at the very least. Chris just came out, lie about it and treat us like idiots. And Joshep supported that behavior. You don't need to be a Jeep expert to know the difference between a 2014 Patriot Latitude and a 2015 Patriot High Altitude. Or the difference between buying any car from one year versus the next year. Don't make the mistake I made... there is plenty of Jeep dealerships out there and lots of them have fantastic reviews. PS: Check they have 2 Yelp pages one of the has over70 negative reviews!!!!! read more

If you're a single/divorced woman car shopping by herself, understand you are a baby gazelle being thrown to a pack of hungry cheetahs; these male salesmen's mandate is to herd and disorient; tire you out, then take you down and rip your throat out. There's a reason why rich people use car "concierges." For a fee, these middlemen will locate your desired car, negotiate the best price, and handle all the details of the transaction without you ever having to brush up against the slime of the average dealer lot. For those of us without that option, there's Bernie. Let me repeat that so it sticks: B-E-R-N-I-E. Bernie is 86 years old. Yes, 86, though you'd never guess it. He's been selling cars for longer than you have been alive and has seen it all. Bernie has no need to prove anything or compete with the other cheetahs for top numbers on the sales board. Having sold more cars than they ever will see, he knows what few salesmen ever understand: a good deal is when EVERYONE walks away feeling like a winner. I'd spent weeks shopping for a Jeep for my 21 year old son. I'd compared prices online, taken the carbuyingtips.com tutorial and determined the correct price for the car I wanted (based on dealer cost, NOT the deliberately misguiding and duplicitous MSRP) and visited seven Jeep dealerships in a 60 mile radius of L.A. comparing prices. I had been hustled, condescended to, and called "hon" more times than I can count. I left each dealership feeling like a date-rape victim. When I walked in to Russell Westbrook and was handed off to Bernie, a tall gent with silver hair and goatee, I prepared for more of the same. With age comes wisdom, perspective, and, in Bernie's case, nothing left to prove. He listened to what I wanted, wrote down the price I was willing to pay, checked his inventory, determined they didn't have my exact car on the lot, consulted with his fleet manager about trading inventory with another dealership who had my car, and got the car delivered within four days. WITH an upgraded 9-speaker stereo system for which I was not charged an extra penny because Bernie had heard me state my price, got it agreed to in writing, and did me the courtesy of believing that-- despite being a woman-- I meant exactly what I said. Not for a moment did he "sell" me, bully me, or waste my precious time. When I came to do the paperwork and pick up the car, I mentioned I had no interest in spending three hours in a finance manager's office being pressured to buy extended warranties, floor mats or the other useless products that are the bread-and-butter of every dealership. Bernie had a word with the guy before I stepped foot in his office, and though he was terse and slightly unpleasant (why be nice when he'd been informed I wouldn't fall prey to any of the traditional signing scams?) I was in and out in under 15 minutes. Leaving the dealership, I had to resist the urge to hug Bernie. A pack of avaricious young sales dudes lurked at the front door, waiting for a shot at the next helpless gazelle; I saw how their eyes flicked past the grizzled old cheetah, clearly no competition for their sharp teeth and fast legs, and I marvelled at the arrogant stupidity of youth. Buy at Russell Westbrook, but only if you can work with Bernie. read more

Unorganized Dealership with Dishonest Con men I've never written anything on yelp before, but felt it was necessary to warn potential customers of what they could be getting into. I'll try to be as succinct as possible. Leased a 2017 Dodge Challenger RT around 3 months ago. Here are the 4 issues I've had that any potential customer should be aware of: 1) Through the first 1200 miles, the car gets 7-8 MPG on average Been driving Dodge cars for 20 years, never seen any Challenger get such poor mileage with a 70%city/30%highway combo. Considering listing this on leaseswap since its fully loaded and at a real cheap price (family employee discount). My uncle's hellcat gets better fuel efficiency. I test drove a 2016 RT Challenger and it gets 4 MPG better than the one I have with MDS. 2) The dealership lost the 2nd set of car keys, has yet to replace them 3 months later When initially picking up the car, I was informed they "lost" the 2nd set of keys. Have been to the dealer 5-6 times to fix this issue (this dealer is around an hour from my where I live and I travel quite a bit for work), and I get the runaround every time I'm there even after making a service appointment. 3) The Financial Employee lied to my face about their maintenance agreement At this point, we know the last person you meet with (finance officer) when buying/leasing a car just tries add junk onto the lease you don't need. This time, however, he told me their maintenance package would be good at any dodge dealership when I asked him about potentially moving within the next 2 years. Within a few weeks after the lease, I called to check to see if this detail was true at other dealers, and it wasn't. I've filed two complaints with Chrylser and with Chrysler capital to get that additional $10/month removed, and have yet to make any progress. 4) The dealership lied to me about what cars were available (or was just too lazy to do the work!) This one is mind boggling to me. I spent 2 months looking for a specific type of Challenger in Octane Red, but settled on Pitch Black when time ran out on my old lease. Turns out, (and something I found out a month later), a dealer in downtown LA had it and sold it. I accidentally found this out when I stopped in to get my air pressure filled. read more

I am writing as a deeply dissatisfied Jeep customer regarding the handling of the recalls and repairs on my vehicle, as well as the inadequate service I received from your customer support and case management team. My vehicle currently has two outstanding recalls and a seatbelt repair that urgently require attention. Since my availability does not align with the service department's hours, they instructed me to drop off my vehicle so a specialist could check it the following day. Given that my car would need to stay overnight, I requested a rental vehicle, expecting Jeep would arrange this for me as a courtesy. Instead, I was told that I would need to personally cover the rental cost upfront and that Jeep would reimburse me later. This arrangement is unacceptable; I do not feel confident with this reimbursement process based on prior experiences, and I am unwilling to shoulder the financial burden temporarily. When I requested an alternative solution, including the option for Jeep to handle the rental directly, I was told this was the "only option" available. This response was frustrating, as a company of Jeep's stature should be more flexible in accommodating customer needs, especially for recall repairs that are no fault of the customer. Seeking further assistance, I asked to speak with a manager, only to be told that no manager was available due to meetings. I requested a callback for the following morning, but no one contacted me. When I followed up, I was again informed that a manager was unavailable and would contact me when possible. Additionally, the representative I spoke with was unprofessional and argumentative, failing to demonstrate any empathy or problem-solving skills. Rather than calming the situation, they dismissed my concerns and left me feeling undervalued. For a large company like Jeep and Chrysler, it is unacceptable that no managerial support could be provided for two consecutive days. This experience reflects poorly on Jeep's commitment to customer service and care. I urge you to address this issue promptly and arrange for an immediate solution, including a rental vehicle covered upfront by Jeep, and ensure your team is properly trained to handle upset clients with respect and professionalism. read more

This has honestly been one of the most frustrating car buying experiences I have ever had. I bought from a dealership instead of a person so I wouldn't have the headache. I got my car in February and it has been one headache after the next. When I first bought the car three things were broke on the car off top. The dealership fixed those issues but kinda seemed like they didn't want to at first. The real problem is I still almost 3 months later have not received the tags for my car. I put 7,000 down and let it be known that is all I had. They are now telling me I need to pay for my own tags. This is weird because I have bought several cars from dealerships and I have never had to go to the DMV to get up to date tags. That is usually taken care of at the dealership when I purchase the car. I have called several times and no one seems to take real ownership of the problem. I am so stressed out from buying this car I wish I never bought it. It's causing me more issues than I want. I think the sales people are nice but if you have any issues you are on your own. Once they have your money that's it. Good luck. It's like out of sight out of mind. I would never recommend any of my friends to buy anything from here. It's sad because I was going to come back and get a wrangler but it's too many dealerships I can get it from that have a good track record when it comes to handling problems and customer service. Registration is big. It's not a little issue. The fact that I gave 7K at the dealership and I can't even have updated tags on a car I bought is a little crazy. What is more crazy is that I was told they don't typically pay for registration on used cars. How come that's not taken care of in the initial paperwork? It just sounds to me like "I don't want to deal with you problem figure it out on your own." I wouldn't have bought the car from them if I knew something as simple as registration couldn't be handled correctly. This has stressed me out beyond comprehension. I can't even drive the car I just bought because I'm scared I will be pulled over. I keep getting letter from the DMV saying if I don't pay the registration it's going on my credit etc. do you think they care? Not at all. It's been 3 months! read more

Pros - - Fast response via email. - Sanitary environment that respected COVID masks and social distancing requirements. Cons - - I was not informed that the car I had inquired about was sold prior to my arrival. I had come from an hour away. When I was about to leave, the salesperson, John Olvera, stated that there was a "duplicate car" and that I should stay and see it. I stayed and test drove the car and it was good. He said he was mistaken and that the car I wanted to see wasn't actually sold and that was the car I drove. - I checked the carfax and auto check reports on the VIN number of the car on the site and wanted to ensure that the car I drove was indeed the same car. The sales person, "I don't know why you keep thinking about that other car. This is the car you want.' - "If you want to buy this car, you need to pay for a 1500 dollars fee" - I had to pay a 1500 fee that include nitro air refills for my tires, service for scratches on the car, a duplicate key (apparently a 800$ benefit). I did not need these services and it was voluntary to actually use these services. On their website, their payment calculator did NOT mention this fee in their fine print. - You can only pay $5,000 via credit card. The remainder of the payment must be done via cash or cashier's check. This was fine but it doesn't allow a lot of flexibility. I had enough money via credit and debit to pay one time. I did not need to finance the car. - Rude salesperson. This confused me the most because I was very close to signing this deal. However, when the sales person stated, "If you don't want to pay for the fee, you don't need to buy this car. It will go fast. It's illogical to argue. I've been doing this for a living." However, when we checked under the car's hood, he thought that the brake fluid was the coolant. Conclusion for the business: Reconsider the mandatory service fee that cost 1500 and drop the passive aggressive, condescending salesmen. Conclusion for potential customers: Do your due diligence in researching cars and call the dealers if the car is still there before wasting your time. Walk away from signs of disrespect. They can make their commission from someone else. read more

ALEX in service/repairs...This gentleman took what had turned into an incredibly frustrating experience over the 3 weeks prior and single handedly made it a good one. His service was beyond exceptional. I say single handedly not because he did everything himself, its b/c I'd say others had access to the same tools to enhance the customer experience as he did, but did not use them as effectively. Mr. Alex could teach a masterclass in empathy, great listening skills, and overall great customer service. In general, I'd say the competency regarding communication and making the customer experience when dealing with car malfunctions/warranties, etc. has gotten worse over time. I worked for Apple in the earlier days of its retail store companies, so I know what good customer service looks and feels like. And no, I don't believe the customer is always right. And customers should always treat employees with the same level of kindness & respect they're expecting. When I retuned to Dodge 4 days after an issue I had was not addressed and repaired the first time, Alex asked if I needed assistance. He listened very attentively and I guess he could see the level of frustration I was having getting my car issues resolved. He told me he would take care of me... and from the time I left that day til the time I picked my car back up, that's exactly what he did. He kept me informed, was extremely kind, never condescending (as some have a way of speaking to you as if you know nothing about vehicles or your own and can't decipher when something is functioning to capacity), and I felt was always proactively working to get my vehicle issues solved. It also seemed as it was his goal to keep me from spending unnecessary money. I could go into extreme detail about the number of ways Alex made my initial daunting experience a great one, but I'll just finish with saying any companies value would increase greatly if they had a man like Alex on their team. Certain traits like empathy, great character, and an overall genuine desire to do good by people... he possesses, and it makes him golden. Much appreciated, Alex. read more

Dear Yelp Community and General Manager Johnathan , I am writing to express my deep disappointment and disgust with the treatment I received from Russell Westbrook Chrysler Dodge Jeep and Ram during my recent car buying experience. I cannot stress enough the amount of sleaziness and discrimination that I experienced from the sales manager, the closer, and the salesperson at this dealership. As a previous customer who had bought a car from them just three months ago, I had hoped to receive good customer service and a pleasant experience. However, what I experienced was the complete opposite. From the moment I walked in, I was treated with utter disrespect and discrimination. To begin with, the sales manager made fun of my tattoos and belittled me in front of his sales team. The worst part was that he had tattoos himself, but he still felt the need to make me feel inferior because of my body art. I cannot express how hurtful and demeaning this was for me, as I felt discriminated against for expressing myself in a way that is very personal to me. Additionally, the sales team kept pressuring me to hurry up and buy the car because they claimed their family was waiting for them at home. This was not only unprofessional, but it made me feel rushed and coerced into making a purchase that I was not fully ready for. To add insult to injury, I was blatantly lied to about the interest rate that was given to me. Even though I had a friend at Chrysler Capital who was on the phone with me and had confirmed my money factor was .00177, the dealership still calculated my interest rate at .00498. This was a clear attempt to take advantage of me and extort me for more money. Overall, my experience with Russell Westbrook Chrysler Dodge Jeep and Ram was an absolute nightmare. The level of discrimination and disrespect that I experienced was unacceptable and completely unforgivable. I urge everyone to steer clear of this dealership and to not support a business that treats its customers with such contempt and discrimination. read more

This 5 star review is for Fabian in the service department NOT the dealership. Fabian was awesome when the dealership was not. Our brand new Pacifica suffered some kind of sunroof failure. We were told it would be several weeks for them to get the part. last I checked the car was American and the parts are in America. Amazon probably could have delivered the part in 2 days with free shipping but Chrysler needs several weeks. We said we would bring the car back when the part came in but when they gave us our car there were dark smudges all over the interior of our new car from where they took apart the sunroof to determine what was wrong with it. We brought the car back when they finally go the part. It took them several days to fix the car and when we got it back there were still smudges in the interior after i had asked them to be cleaned AND the car had a dent and scratch on the driver's side rear sliding door. I had to bring the car back another day and leave it again so they could try and fix the scratch. They buffed it out but the dent still remained and the scratch was still visible. They said they could re-paint it but it might not match exactly. All this for a car that was about 2 months old. We finally just took the car back because we were sick of not having our car for longer than we actually owned it. So our experience with the dealership was lousy BUT through all this frustration there was one guy who kept his cool and basically offered to do anything possible to make it less stressful for us and that was Fabian. I really believe he did his best and deserves an excellent review even though the overall experience not very good. So Russell, if you actually read these reviews you should give Fabian a call and tell him he is a valued employee and then go tell the guys in back to overnight parts, be more careful with the cars, and clean up after themselves if they are going to get dirt or grease or whatever that was all over the interior of our new car. read more

I began my truck buying odyssey when the 2014's first came out. I worked with my local dealers in San Diego and received the usual 3 hour marathon sales technique straight from the 1950's. We would be TO'd (turned over) to multiple sales people. They swore they had the right vehicle. They asked what kind of payments we wanted instead of how much we wanted to pay. They would try to get us to fall in love with their current stock and would not consider looking for what I wanted. Even up until last week they tried to sell us on interest rates 3% higher than what we qualified for. At one point, one dealership took us to a young lady we thought was their typist probably just out of high school and made her our point person for negotiations on a thirty thousand dollar vehicle. They knew they were going to pass us along anyway. Ridiculous waste of time! Van Nuy's is a two and a half hour drive from San Diego county where I live. My relationship with Van Nuys began with a simple phone call. I told them what I was willing to pay and we settled within 10 minutes on a very, very good price. We conducted 90% of the business over the phone. We came in and an hour and a half later, Anthony Brashier, my sales rep, was showing me how to navigate through all the amazing features the Ram 1500 Diesel Big Horn has. He showed true professionalism throughout the process. More importantly, he recognized I was a veteran car buyer and left all of the condescension we experienced with other dealerships. Kudos also to Al Kutakh the senior sales manager for making the process as painless as is possible in today's world and more importantly, for keeping his word in every way but one (he thought it might take only 40 minutes instead of 90). I have found it rare indeed, to have a dealership who respects the customer and his time as much as Van Nuys Chrysler Dodge Jeep Ram does. read more