Complaints

• Initial Complaint

  03/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On a Saturday (03/23/2024) near 5pm, my mother and I arrived at the DeCozen dealership to view their car inventory and purchase a vehicle. That day, the dealership was closing at 6pm. My mother and I worked with the salesman, and we were able to find a car that we wanted to test-drive and possibly purchase. At around 5:30pm, the dealership was well into closing, and our salesperson began to rush us into finalizing a deal for the car. Since it was already so late, we would not be test-driving or even seeing the car in-person on Saturday. The salesperson, however, let us know that if wed sign off on the price that we negotiated and put down a deposit, hed then bring out the car so that we could test-drive it when they were next open on Monday (03/25/2024). At first, my mother and I were hesitant about putting down a $1000 deposit for a car that we hadnt seen yet, but, in the minutes before closing, our salesperson assured us that it would be only way to guarantee that the car and the deal would be secured for Monday. The salesman even lowered the deposit to $500 to get us to agree before closing.On Monday, I was not satisfied with the car, and the deal fell through. My mother and I explained to the sales manager why we would not be taking the deal, and he responded with high-pressure and intimidation tactics to coerce us back into the deal. The manager also told us, for the first time, that our $500 deposit would be nonrefundable because we signed a contract which we only signed thinking it necessary to be able to see and test-drive the car. None of the DeCozen employees that we had spoken to on Saturday mentioned anything about the deposit being nonrefundable, no document that they gave us for our records mentions this, and the dealership employees used the closing-time rush to avoid mentioning this. I have tried to contact their management multiple times about returning my deposit, but they have adamantly refused.

  

  Business response

  05/02/2024

  im sorry this client is having an issue but they were aware of policy that deposits are not refundable ... they signed  the contract .. we can forward the contract if you like .. customer left deposit  to hold the deal and the vehicle as they shopped around the do not have to go forward with the deal but they do forfeit their deposit .. we could not sell this vehicle to any other person

• Initial Complaint

  01/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Two months ago, I brought my car to DeCozen for an oil change. Despite the service, the oil change light remained on. Upon inquiry, I was told it might be a sensor reset issue. Later, I brought the car back for a recall, requesting a check on the sensors. After the recall service, the oil light persisted. Despite scheduling a drop-off on Jan 30th and leaving the key as instructed, the car wasn't touched. It's frustrating that after reaching out multiple times, there's no resolution or managerial response. The customer service has been disappointing, and I regret choosing DeCozen. I'm concerned about the lack of attention to my vehicle, and I urgently want my key returned.

  

  Business response

  02/15/2024

  I'm sorry clients  having an issue ... I can def do the oil change at no cost and figure out what why the oil change light is not coning off please call me directly ********** ********************* and we will check out the key situation

• Initial Complaint

  02/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I leased a vehicle from this dealership on 1/16/23. The msrp/ sticker price was $41,310 they charged $44,070 $2700 over sticker price put it in the lease & did not inform me of such. Only a ***** would do such a thing. There was also a *** rebate of $500 from online which i showed to them and they advised me that I already had all the rebates applied. I had another Jeep Dealership look at my lease and they advised me that the $500 rebate has not been claimed by *************************** is still available to me if they claim it, which they have not so therefore that $500 has not been paid to me. I ****** this evening tried to get an email for the *** two females provided me the wrong email. I finally spoke with the ** & advised I would be emailing him as I wanted everything in writing who provided his email only for that to also come back undelivered. I want this lease redone for the msrp of the car which was agreed upon & i want the *** $500 rebate. If they are honest & value thier reputation they will redo my lease to an honest one & refund me the $500 for the unclaimed *** rebate. Social media will be updated.

  

  Business response

  03/18/2023

  im sorry this customer is having an issue .however the prices of our vehicles are clearly published on our website as well as the addendum sticker on the vehicle ..this customer came from a distance to purchase this vehicle and had been shopping prices and vehicles for quite some time ... im sorry if the customer is not happy with the price she paid but to say she didn't know the price or understand the price is not the truth .. as for the tdm we give customers every rebate possible they do not come out of our pocket they come from the manufacturer so it wouldn't effect our deal in anyway if its was compatible with her deal she would of receive it ... however it was not compatable with other rebates she did receive .. she can call Chrysler corp directly they will confirm this

  Customer response

  03/18/2023

  
  Complaint: 19363221
  
  I am rejecting this response because:
  
  The buissness is not telling the truth. I never shopped for any other prices before i came to thier dealership. The reason i went to montclair ** is because in 2011 I brought my Acura TSX at the Acura dealerShip in montclair and i had a wonderful experience. Decozen dealers was the complete opposite, dealing with this dealership has been a nightmare. I have the sticker price from

  the window of the car I purchased and the price is not what they charged me on the lease. They charged me $2700 over sticker price which they did not disclose with me verbally yet they snuck that price into the lease deal. They are also not being honest about the rebates. There was a $500 outstanding rebate in my name which they would not claim for me because i gave them a poor but very honest review. I called Jeep & they sent me a check for my $500 rebate which i have proof of in emails from Jeep. Just another thing that they are misrepresenting. I never received all of the available jeep rebates with them, i had to get it on my own from Jeep corporate which also has my claim about this dealership on file. The general manager placed many calls to me yelling, being rude and condescending due to the poor review i gave them. I have proof of all my claims. Decozen dealership are nothing but liars and thieves. There are many other reviews about them. I will continue to voice my experience to my very large social media followers, coworkers, friends and family. 

  
  Regards,
  
  *****************************

• Initial Complaint

  10/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  HELLO, I PAID TWICE FOR MY CAR TO BE REPAIRED FROM DE COZEN, AND EACH TIME IT HAS BEEN THE SAME ISSUE. THIS LAST ISSUE WITH MY BRAKES I PAID FOR THE TOP OF THE LINE BRAKES ACCORDING TO ***** THE SERVICE TECH. THEY HAVE KELP MY VEHICLE FOR ALMOST 1 MONTH AND THEY SAID THEY WAS WAITING ON THE TOP OF LINE BRAKES TO ARRIVE AND I WILL NO LONGER HEAR THE LOUD SQUEAKING NOISE DUE TO THE NEW BRAKES. ONCE I BEGIN TO DRIVE MY BACK WHEEL HAS STARTED TO SHAKE AND WOBBLE TO THE POINT (AAA) SAID IF I WAS TO CONTINUE TO DRIVE MY AXEL WOULD HAVE BROKEN DUE TO FAULTY WORK DONE TO MY BRAKES. I HAVE CALLED DE COZEN BACK TO SPEAK TO A MANAGER AND I AM BEING TOSSED AROUND AND THIS IS NOT ACCEPTABLE. I HAVE STATED THAT I AM NOT GOING TO KEEP LEAVING MY VEHICLE WITHOUT NO TRANSPORTATION OR A LOANER CAR. THIS HAS TO STOP. THIS IS NOT THE WAY TO DUE BUSINESS AND TO KEEP ACTING LIKE THEY DON'T CARE AND THEY ARE THE COMPANY THAT IS AND HAS DESTROYED MY BRAKES AND ****. I HAVE TRIED TO BE NICE. THIS IS THE LAST TIME DOING BUSINESS AND I WOULD LIKE HELP WITH RESOLVING THIS PROBLEM SO I CAN STOP BEING PASSED AROUND ON THE ****** THEY HAVE BEEN PAID EACH TIME AND THE WORK STILL IS NOT COMPLETE AND IT IS NOT DONE CORRECTLY. SAYING TO ME THEY ARE SHORT STAFFED. THIS IS BAD BUSINESS AND THEY ARE RIPPING ME OFF AND CHARGING ME FOR SERVICES THEY HAVE NOT DONE CORRECTLY.

  

  Business response

  12/02/2022

  we have reached out to the client we have made sure he is happy ,,, customer is calling ********************** to retract his statement

*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. ↩