Complaints

• Initial Complaint

  06/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  06/11/2024 $50,603.85 Payoff of traded vehicle for the purchase of a new vehicle. The payoff transaction (check) has not been completed/sent and received, resulting in a past due balance and accrued interest due to money not being paid before the ten-day payoff period. When the check is recieved there will still be moneys owed due to check not being recieved during ten-day payoff period. I am being told that the transaction is pending and to give it time to process.

  Business response

  06/27/2024

  To Whom it May ******************* I received the complaint was the first time I was aware of an issue with paying off the customers trade in. The *** hack has affected us along with ****** other automotive stores that use them for a computer network. However I was able to track down the payment from our corporate office and the bank that held the payoff. The check was sent 6/25/2024 and the bank signed for it on 6/26/2024. The customer did however make a payment because it didnt show that the payoff had posted. Unfortunately it takes a few days for the bank to post the payment but it should be anytime. I apologize for any inconvenience this *** have caused and our payment should cover the entire amount and the payment the customer made should be refunded to her by the bank. If for any reason that the payoff check is short the dealership will handle the balance but we normally account for any delay that *** occur with more days of interest. We will follow up to make sure it clears out the payoff for the customer and for us to receive the title from the bank.

   

  Respectfully

  General Manager

  Hillsborough Chrysler Dodge Jeep Ram

   

   

  Customer response

  07/02/2024

   
  Complaint: 21907980
  
  I am rejecting this response because:

   

  I have proof of request that was sent multiple times requesting the ** call. I can provide if needed. I also had to make a payment on the vehicle since the check was sent out before the ten days pay off date. I also have proof that the loan company does not provide 30 day pay offs like I was told multiples times after filing my original complaint with the salesperson. 
  
  Sincerely,
  
  ***************************

  Business response

  07/06/2024

  I am the General Manager and I dont know why I didnt get the message to call you but I didnt. My email address is on our website and is the easiest way to reach me.My staff is versed on how to handle payoffs and rarely do I have to get involved. The bank your payoff was with *** not give a 30 day payoff but normally we add the per day interest to make sure the payoff is not short when they receive the payment. Any interest above what it takes is always refunded back to the customer and this will be the case with this payoff. There is alot of action to make a payoff and for it to be credited in the bank system and its just a measure to keep us from coming back to the customer and ask for the shortage. We dont feel like that is a good practice so we are always cautious to make sure we add enough days. It is my understanding that the payoff was received as I stated and you will be reinbursed from your bank for the payment you made. It was during the *** hack which affected ****** auto dealerships which didnt help either but the payoff went out and was credited way before 30 days. I understand wanting to make sure the payment hits and doesnt show late on the trade.We make every effort to accomplish this and in the case the payment to pay off the trade in within the time frame was indeed accomplished. I apologize for any inconvenience this *** have caused and I want to thank you again for your business. 

   

  Respectfully

  General Manager

   

  Customer response

  07/12/2024

   
  Complaint: 21907980
  
  I am rejecting this response because:

  Refund has not been issued/received by myself or my husband. No confirmation of refund for the payment we sent in. 

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

  Business response

  07/15/2024

  The refund of your payment you made will come from your lending institution that you sent the payment to. I would contact them and ask about the refund as thats something you as the consumer will have to do. The refund unfortunately is between you and the bank you sent the payment in to. They should issue a refund since your loan was paid off.

   

  Thanks

  General Manager

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a Jeep Wrangler from Hillsborough CDJR on 4/30/2024. On 3/1/2024 I saw they added $5617 worth of protection I didn't ask for. I found out I have three days to get this fixed. I called them the same day and talked to ********************* the salesman I dealt with. I told him I didn't want the protection. He told me he would talk to ********************* the finance manager and he would call me. He didn't call me back. I calledout of work the next day 4/2/2024 and drove oner there. ***** had me sign a paper and said it would take about two weeks to show up. Today is 4/30 and nobody has done anything. I called the general manger, ************************* today and they said he was not there. I told the receptionist my complaint and she said she would have someone call me. Nobody called me back. Later, I called them and talked to ***** and told him what was going. I told him I was to file a complaint with the BBB if I didn't hear back from them. Nobody called me back.

  Business response

  05/04/2024

  My name is ************************* the General Manager at Hillsborough Chrysler Dodge Jeep Ram in Hillsborough. The customer did indeed purchase an extended warranty and other products when he financed his Jeep. As he stated he did come in and decided to cancel all the products he purchased.  This should have been done immediately at this time and it still had not been processed when the issue came to my attention. I found out after the customer  left a ****** Review stating I was a ***** along with my sales consultant and finance manager. I have been in the business 43 years in this market where I grew up and that's a first. The products he signed for that was included in the financing is with two separate companies which does make it take longer.

  My customer care coordinator has been in contact with him on 5/3/2024 and today 5/4/2024 my used car manager has contacted him to also get this products cancelled and credited to the loan. I have instructed both of them to expedite the cancellations and to make sure it doesn't cost him any fees that are normally assessed as it should have been done when he came in. Most all of our paperwork is processed electronically so unfortunately it wouldn't have been instant with the cancellation. I will continue to monitor that this gets handled as soon as possible in order to satisfy the customer.  

  Customer response

  05/06/2024

   
  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.
  
  Sincerely,
  
  *********************

*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. ↩