Complaints

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a brand new 2023 Jeep Renegade from Nelson Auto in August of 2023, with my stipulation being that the vehicle has auto start installed in it. The sales person, ****, assured me that it indeed does and that all I need to do in order to use the autostart is to install an app and use the app. When the weather became cold, I attempted to do just that and lo and behold, there is in fact NO autostart installed. I called and discussed with ****, who told me that this was her mistake and that she would get the vehicle scheduled to have autostart installed and would let me know the appointment. I heard nothing from her for 2 weeks. I called her again and she said the manufacturer was out of stock on the autostart equipment for Jeep and that she would let me know when the part arrives. I heard nothing. I called and spoke to the sales manager after a period of about 2 months, putting us into January. The sales manager, I believe his name was ****, told me that he would take care of it, that **** no longer worked there but rest assured, he would make sure it got handled. I heard nothing. I reached out again and spoke to a new sales manager, apparently **** no longer works there. The new sales manager assured me that he was on top of it, saw the notes about the situation and would take care of everything. He said he would call and get me an appointment for the autostart and let me know when. I have AGAIN heard NOTHING. I have called TWICE and left messages for the sales manager to call me back and I have yet to receive a call back. I have heard nothing since May 28th. It is now August 8th. It has been nearly a year since I bought my vehicle and I am waiting for them to make this right. I'm the general manager of a business and I would be absolutely horrified if my customers were treated this way.

  Business response

  08/14/2024

  We reached out to ********* and currently there is no software to put in the auto start on the Jeep Renegade.  We are going to follow up with her monthly to check on the software.  As soon as it is available we will be installing the auto start.  The people that promised this as since left the company and nobody knew about it.  We are on this now.   

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2017 Ram 1500 on 7/22/24. It was a fresh trade. I was told it would be pushed up to the front for service and detail. Went by on 7/24/24 to find out the status, service had not assigned it to anyone. 7/25/24, was told that it was sent back to service for the inspection. 7/26/24, stopped in and was told that it was on the lift, but tech was out for lunch. Was told all that was being done was safety inspection and oil change. Should not take 5 days to do so. Asked the manager, *****, what he will do to remedy this, he gave me a free oil change for future. After the weekend, I stop in on 7/29/24 to check the progress. Was told it was being sent for detail and should be ready next day. Next day, 7/30/24, I take delivery of truck. ******* cover that was on it when I signed papers is gone, the detail is probably the worst detail I have seen, almost as if it was rushed to "get the customer out of our hair". There are still stains that should have been able to get out easily. I messaged to ask where the tonneau cover went, and was told that service saw that it was being held by bungie cords and was taken off and disposed of. I signed papers AS IS with that cover on there, it was one of the things that I liked about it. Asked if there was one they could grab to put on it and was told they would see what could be done. Now, 8/1/24 and still no word on how this will be remedied. Was given referral cards to give to people, but I honestly could not send anyone I know over to Nelson Chrysler Dodge Jeep and have them deal with the headache that I have dealt with. Only good thing that came out of it was that they had filled the tank, which I know is not common practice for used vehicles.

  Business response

  08/13/2024

  We bought ************** a new tonneau cover.  We consider this matter closed.

*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. ↩