Complaints

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Lease a new vehicle in September and still have not gotten a registration or an inspection sticker. The temp plates are now expired and I drive my 3 children in this vehicle that I put lots of money down on and pay a monthly payment. It is illegal and has been and the dealership is blaming it on the *** but it is their responsibility to get this done? I need some help so the vehicle I pay 530 a month for is legal to be on the road!

  Business response

  03/14/2024

  Good morning,

  The reason for the extended delay for registration is due to ******* falling way behind after their shutdown to upgrade their system. After the **************** caught up they informed ** that they lost the *** and we needed to provide a new one. We then had to order a new *** from the dealership that we purchased the vehicle from, this vehicle was not originally from our dealership. The new *** arrived in our main office today and is being sent to the Key CDJR of White ***** and we are going to expedite the registration.

• Initial Complaint

  09/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am writing to express my deep disappointment and frustration regarding service I have received from your dealership during my recent vehicle purchase. On August 19, 2023, my wife and I had a two-hour journey to your Jeep dealership in Lebanon NH with great excitement to purchase a 2021 Jeep Grand Cherokee (Overland 4WD Trim). However, it is now September 12, 2023, and I still do not have the vehicle in my possession. This prolonged delay has not only inconvenienced us but has also resulted in my first car payment being due on October 3, 2023, for a vehicle I do not have yet. Throughout this ordeal I have had to continuously reach out via texts, e-mail, and phone calls to seek updates on the status of my purchase. Despite repeated promises of texts, emails or call back responses, I have been let without any meaningful communication. This lack of transparency and accountability is deeply concerning. Additonally, I spoke to Andrew C***** who is the Sales and Finance Manager on Friday September 8, 2023, who though acknowledging the delay, he has yet to provide me an actual date for my vehicle to be delivered. I must express that this feels inadequate and inappropriate given the circumstances. I firmly believe that this is unfair and unethical of delay which now spans more than three weeks, and I still do not have in my possession. I kindly request that this dealership takes immediate action to address this matter. I would appreciate a swift resolution to this issue and expedited delivery of my vehicle, including proper compensation for this inconvenience and frustration caused.

  Business response

  10/11/2023

  Good afternoon,

  We are sorry for the delay, but it was a registration issue with the state of MA that we were working to expedite as quickly as possible. We have since paid the customer's first payment for the inconvenience and the customer is currently driving the vehicle. Once again, we would like to apologize for any inconvenience we have caused. 

  Thank you,

  John T*******

• Initial Complaint

  06/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  (Sold me a problem vehicle) Lemon Purchased brand new Jeep Gladiator 2021 Dec 14th. Within a week the vehicles headlight *illed with condensation & water headlight & directional etc. I called the dealer was told to swing it by I did they saw it and scheduled a appointment *or a day or so later. On 1-23/2-22 I believe. I told service dept manager I wanted this documented in paper/his reply was he wasn't here to accommodate me & get this *** piece of *** expletive out of his shop then yelled to his shop tech to get this XXX thing out of his shop. They did. I took the vehicle said thank you & called Jeep Care (complaint on paper)

  Business response

  06/18/2022

  I am Alex M***** and I am the General Manager of Key CDJR of Lebanon.  Mike P***** is no longer an employee of The Key Auto Group. This is what is reported to me. 

  Mr. ****** did purchase a new Gladiator on December 14th 2021. He immediately came to service with 'issues' that he had.  He *ound it too hard to get into 4LO. Service showed him that this was normal until the vehicle breaks in a little more and that the system was working properly. Service did address the moisture in the headlights. Service tried to work with him to resolve it but Mr. ****** wasn't having it.   Mr. ****** would spend the entire day in service citing online blogs claiming Gladiator issues. None of these other issues were present in his vehicle. He was very demanding and continued to harass the service department. He would sit in the service manager's office and interfere with the employees trying to work.

  Ultimately Mike did suggest that maybe we were not the right dealership *or him since he was so agitated. If he continued to be disruptive that he would be asked to leave. 

   

   

   

  Business response

  06/23/2022

  This does not appear to meet the criteria of the Magnuson-Moss Warranty Act. If Mr. ****** wants to pursue a buy-back from Stellantis (FCA) he will need to contact them directly. None of these 'issues' other than the moisture in the headlights were diagnosed at our dealership. We were prepared to  follow Stellantis' directions on the headlights. Obviously we weren't given the opportunity. Mr. ****** is referring tois 2012 Wrangler that he was having issues with first. We took this vehicle in as trade for $17,000. We lost $650 at auction due to the poor condition. We were trying to help him.  At that time we had a requirement to finance the vehicle and have a 2015 or newer trade.  We allowed him to pay cash and accepted his trade despite the policy. 
  With regards to Mike p*****'s manners, I have offered an apology. At this time we don't owe Mr. ****** anything else. It appears that he has been working with another dealership with his 'issues'. If he wants to contact Stellantis regarding a buy-back that is completely up to him. We have no say in that matter. Beyond this, we have nothing else to offer him. 

  Customer response

  06/23/2022

  
  Complaint: 17330146
  
  I do not accept the business's response as a resolution to my complaint because:
  
  Sincerely,
  
  ****** ****** as I stated in the original complaint  stands about your  service manager and his profanity toward customers that is why I put *orward my bbb complaint  that stands.  Why would I expect any thing different *rom a business that  hires un professionals that resort to profanity  when  the customer requests a documented paper trail  of  scheduled visit  and the defect .   Btw  My rubicon was in better working order than the new vehicle you sold me  for sure . It certainly was a  mistake  buying *rom your dealership  from the start   That is a certainty.  My complaint  remains the same 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. ↩