Complaints

• Initial Complaint

  08/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 5th we purchased a Jeep Wrangler from Laura Chrysler Dodge Jeep RAM in ********, **. We worked specifically with **** (sales) and **** (closer). Not only were they grimy salesmen and I should have walked away but they kept whispering (loudly) saying "Shhh she's right there" all while staring at me from the corner, but they sold us a car that has issues with the auto start top function. We didn't realize this issue until we got home and when I texted **** about it on June 14th, he asked if I had turned the vehicle on and off to restart the system and proceeded to send me googled information about how to fix it. On top of this matter, **** stated he would send us the second set of keys in the mail. On June 13th, I inquired about the keys and **** said it hadn't made it to his desk yet, but he would rummage around the used car keys drawer. June 14th I inquired again, he said I will send them to you if it shows up. Fast Forward to August 7th, still no keys and more warning lights have come on.

  Business response

  08/19/2024

  The General Sales Manager has reached out to this customer. We used this complaint as a steep learning curve for the people involved. We have also sent the customer a second key in order to make the deal whole. It was not brought to management's attention until this complaint and the customer has since been taken care of. 

  Customer response

  08/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. We are not satisfied with the vehicle but, unfortunately, are stuck with it. We will never again purchase from them, and we will tell people to steer clear of their business. The individuals who recommended we go here were disgusted with how they handled their business and stated they, too, would not be returning. It wasn't just the fact that they didn't send us our second set of keys, it was the fact that the vehicle was disgusting (full of white dog hair from the previous owner), corrosion in the paint (we purchased it at night and didn't see it until we got home), and the fact that we drove 2 hours and nothing was ready when we got there because, and I quote per **** "there are people in the lobby who are more important because they are here." Hindsight is 20/20, and looking back, I saw so many red flags that I ignored. In the future, this will just teach us a valuable ******* a hard ******* but a valuable one nonetheless.  
  
  Sincerely,
  
  *************************************

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Recall on Jeeps JL’s for the clutch pressure plates coming apart can catch fire. Recall had been released from 18-22 I special orderd in September a 23 with manual transmission (already had a 22 exactly the same but with auto) picked it up February 10. 13 days later recall comes out on 23’s with no foreseeable fix in future! The dealer ship only wants to give me trade in on it to take it back! Which I’m not settling for. I’ve talked to the highest ranking person at dealer ship. They won’t let me talk to owner. The last person I talked to was just rude about it! I’ve been in contact with attorney general. My state rep! And my lawyer!

  Business response

  06/15/2023

  6/15/2023
  **** & *** ******
  ***** ******* *** ******* **
  Complaint ID ********
  To whom it may concern,
  The customer, **** ****** completed his purchase of the 2023 Jeep Wrangler in question on 20 February 10th, 2023. The vehicle identification number for the vehicle is 1C4HJXFG9PW577517. On March 6, 2023, 24 days after Mr. ****** purchased the Jeep Wrangler, ********** launched a recall (Page 1). The recall number is 19A, and addresses issues with 2018-2023 JL and JT clutches. ***** Chrysler Dodge Jeep and Ram ran a recall lookup on the 2023 Jeep Wrangler in question the day of purchase. NO recall was present on the vehicle on the date of sale; 2/10/2023. 
  The reasons for the recall are outlined in the communication sent out by FCA or ********** on page 2. This release came out on March 2,2023; still after Mr. ****** purchased the vehicle. In the release, dealers were given a time period for the launch of “2nd Quarter of 2023” (Page 2). The recall was launched four days later. 
  ***** Chrysler Dodge Jeep Ram does not control recalls being launched by the manufacturers they represent. We complete every recall present before selling any new vehicle to an end user. The Jeep Wrangler in question did not have a recall present on dates before or during the new vehicle delivery. 
  On certain recalls, ********** will issue a stop driving requirement. The 19A recall does not have this requirement (page 3). When the customer contacted us on 6/13/2023, he was wanting to trade out of his vehicle into a new Jeep Wrangler without a recall. Like with all of our vehicles, we researched what the market value for Mr. ******’s 2023 Jeep Wrangler would be used as a trade-in on a new vehicle. We used the recent sale date through ******* ********. The most recent sale in the Midwest was on 6/13/2023. This was a Rubicon Wrangler like the customers and had 298 miles on it, roughly 4500 less miles on it, and sold for $51500.00 (page 4). We offered Mr. ****** $51500.00 for the vehicle. He did not accept. 
  The customer stated that he wanted the full value of what he paid for the vehicle. In order to do this, a manufacturer buyback would need to be completed. This process is solely handled by the manufacturer. The customer called ********** and started a case (********) to begin the buyback process. ***** Chrysler Dodge Jeep Ram cannot make any decisions in this case and is only responsible for facilitating the paperwork between the customer and the manufacturer once an agreement or decision is reached. 
  As the General Manager of all three ***** dealerships in Sullivan, I am in charge of all of the day-to-day operations of both sales and service departments. I am the main point of contact for the manufacturers on issues like this.
  ***** Chrysler Dodge Jeep Ram has offered the customer $51500.00 as a fair market trade in value for his 2023 Jeep Wrangler. Any prospect of a full refund for the customer’s purchase in February 2023 will need to be handled with **********.
  
  

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