Complaints

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 12,2024 I called to get my vehicle serviced. Not to mention I bought the vehicle in September and already have dealt with many complications. This business is poorly ran. They will see you are frustrated as if they are paying $1000 a month for a vehicle that is not currently running. They refused to allow me to speak to the general manager gave me the run around. First they said the GM Tyler got in at 9. I called at 9:05 stated he still was not there. I called again at 9:30 they stated he still was not there. I even asked if he has a starting time the female in services stated he comes any time between 9 and 10. All of this occurred because I told them my car was not running and they told me they could get my vehicle in until next week on Monday. I explained that I work and I wouldn’t have a way to work. As I stated in the beginning I pay $1000 a month on just my car note not including my insurance. Paying for an **** or **** to work everyday for a week is unreasonable and an inconvenience. Why would I have to pay more money and I literally pay $1000 a month for my vehicle? My experience with this company has been a nightmare.

  

  Business response

  08/12/2024

  **** ********,

   

  I apologize for not being available to take your call this morning. I am confident we can take care of your concern with your Jeep. I understand your frustation about not being able to get you in ASAP. It is our goal to handle each and every issue in a timely manner. We do have cancellations from time to time,if an opening becomes availabe before next week would you be interested in that appoinment? Please let me know and we will do our very best to take care of you.

   

  Thanks,

   

  Tyler S****

  General Manager

  CDJR of Willoughby

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

  Customer response

  08/20/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ****** ********
  
  
  

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 2020 Jeep compass purchased in 2023, was told by sales person that I would have a warranty for2 years, whn we started the paperwork it was file as no warranty on the vehicle. The dealership refused to add warranty and I was told to get my own warranty. I still owe a balance of 18,000 , recently had oil change, and I believe technician damage something on the vehicle, I drove my Jeep next day and it started hesitation to drive and jerked. I called the dealership I told them I’ve been having issues since they did my oil change. I brought my Jeep back to dealership to see what’s wrong, diagnostic report they gave me my transmission is leaking in the inside I gots to get a new transmission for 4,000 dollars. I feel the dealership sold me a lemon vehicle, I got a balance of 18,000 left they want let me trade my Jeep in for a new vehicle, The salesman told me to commit a Insurance scam on my vehicle so the insurance company can total it out and I can get it paid off and start a brand new loan with Chrysler Jeep of Willoughby. I need my Jeep fixed I have a driving job , I still owe alot of money to a bank name **********  which is a bank that finance with the dealership!! Chrysler Jeep Dodge of Willoughby not Treating me as a valued customer!!

  

  Business response

  08/14/2024

  **** ****,

   

  We would be happy to trade you out of the vehicle into something with a warranty. Per our records we offered a warranty at the time of delivery that was declined. We always offer warranties at time of sale. The warranties can be rolled into the monthly payment, or purcahsed outside of the loan. Please let me know if I could help facilitate a trade in for you.

   

  Thanks,

  ***** *****

  General Manager

  CDJR of Willoughby

• Initial Complaint

  07/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchases a 2022 Jeep Cherokee on July 18, 2024. The price online for this vehicle was $24957.00. I completed the trade in and met with the finance person. I signed the papers and then I went home. When I got home and looked at all the papers I realized that they entered the price of the vehicle as $32000.00 which was not the price. I called on July 19th and spoke to my sales person, Andrew M****** He said that the price was $32000 because they fixed a repair and that was the certified price. This made no sense to me since the internet price was totally different, then he said that is what Mo the finance person said. I looked online and that price was no where to be found. I would have never bought the vehicle if I knew it was going to be that price. I did not want to finance anything over $20000 and with my trade-in which was 16500, minus the 7500 still owed on my vehicle and money down I should have been at about 19000. I know I signed the papers but they clearly scammed me and changed the price. I wonder how many times they have done this before. I called the sales manager on July 19th and he has yet to call me back. I want them to honor the price that was posted online and redo my financing.

  

  Business response

  08/08/2024

  **** *****,

  It was my understanding that my staff has corrected the discrepancy in the sales price. Please let me know if you need any additional help.

   

  Thanks,

   

  Tyler S****

  General Manager

  CDJR of Willougby

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

• Initial Complaint

  06/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On May 1st I signed an original contract with Chrysler Dodge Jeep Ram of Willoughby where I made a down payment for $1,200 for a 2015 CR-Z. At The time of purchase I was told I needed to provide a months worth of paystub’s because my bank statements weren’t enough. Once my employer mailed me my paystub‘s, I brought them in where I signed another contract, but didn’t put any more money down. The second contract was with a different bank than the original contract, which In return cause my monthly payment to go up about 20 bucks when the sales representative Informed me that my payment had decreased because I made more than what they had originally calculated me to have made. Although, when I went to sign the contract, I asked the general manager about The price difference and his response was “Well You only put down 1200 but we put you down for 3500 so we’re doing you a favor”. Later the bank called me to confirm my down payment where I informed them that I put down 1200 not 3500. Today, as I was leaving, I was greeted by a woman named Christie who claimed to work for the dealership and the bank. She informed me that she was going to take the vehicle and bring me back one with a backseat since that was my main issue with this vehicle About an hour later, she calls me and informs me. They can’t refund me my money or bring me another vehicle like she had said when she took my vehicle and informed me to call the dealership and speak to Tyler. So I called and spoke to Tyler and he confirmed they cannot refund me my money or return my vehicle and claimed I did not have ownership to the vehicle even though I’ve signed two contracts with the dealership. He also stated that it was a spot agreement and could be taken at any time, but it’s after 30 days. They have stolen my vehicle and refused to return it or my money. They also applied to numerous credit agencies, some of them multiple times under my social, heavily impacting my credit. This is theft and unacceptable.

  

  Business response

  07/08/2024

  **** ****,

  The staff and I reached out on many occasions to offer a resolution to this issue. We offered a refund in return of the vehicle and the vehicle was never returned. The dealership incurred costs to get the vehicle back and the vehicle was damaged upon return.

   

   

  ***** *****

  General Manager

  CDJR of Willoughby

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

• Initial Complaint

  02/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a used **** ****** *** *** with a trade **** ****** ******* ** *** **** - I accepted the deal based on the fact the car fax showed it was in accident but repaired. Over the next few days after purchase I noticed the vehicle still had damage that was not repaired. I wanted to return the vehicle back to the dealership and get my car back or just start over so they suggested after a lot of convincing to purchase another vehicle from the dealership so in this case the Subaru was in my name, and now I couldn’t get approved again so my mom had to get on the loan for the new vehicle which is a 2018 **** compass, they rolled over into the jeep. The warranty purchased from the Subaru also didn’t tell me about a tire and wheel package added to the **** plus another warranty on top of the **** so I’m paying $40,000 for a 2018 **** compass when I purchased the vehicle, the finance department folded the papers in half and just gave me a touchpad to sign in front of my own mom so they tricked me and my mom into a new vehicle another vehicle the 2018 **** compass I’m overpaying for this vehicle by a lot I cannot get it serviced in a timely manner. The customer service is poor , I have had issues with them charging me just for diagnostics that don’t make any sense for the car stereo that was out of date which was out of date since I purchased the vehicle and they charge me $150 to update the radio which I shouldn’t have had to pay for And I’m having premature issues with suspension and they want to charge a nickel and dime you for every little thing that you bring the car in for I want out of the vehicle clean with no repercussions. I do not want another vehicle from them and they have definitely taken advantage of me because I deal with anxiety and I’m clinically Under care of a psychiatrist, and I believe I was taking advantage of

  

  Business response

  03/11/2024

  *** ******** 

  I have reviewed your file here at the dealership. I would be happy to assist you with scheduling your vehicle in for service. As far as returning the vehicle, I am unable to do that. I could have our finance team cancel your service contract and refund the money to the finance company as another option. Let me know what you need from me and I will assist in helping out.

   

  Thanks,

  ***** *****

  General Manager

• Initial Complaint

  02/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Back in November 2023 I went to ***** **** *** and purchased a 2019 *** ******* I put down 500$ they knew my situation and I was on a tight budget. So they told me I was approved and my Monthly payments was 526.00 ! So I signed and drove off! So they called me back a week later saying that we had to do more paperwork so I went back up there and the finance person had me sign so more paperwork! I learned later when it was time to make a payment they told me that I had to pay 799.00$ car payment I’m very upset , they ripped me off I called the finance department and addressed my concerns she apologized and said that it was on me and the dealership, I contacted the General Manager and he is yet to get back to me! I pray that you can please help me in this matter! Thank You

  

  Business response

  02/13/2024

  I spoke with *** ***** on Saturday 2/10/24. I heard his concerns, and I suggested options on refinancing or trading in the vehicle for another option. He has my personal number and will be in touch with me for next steps.

   

   

  Thanks,

  ***** *****

  General Manager

  Customer response

  02/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** *****
  
  
  
  
   

  Customer response

  02/15/2024

  They never explained to me why they never told me that my payments was going from 524. To 799 they had me sign more papers and never gave me the option to say I didn’t want to move forward because if I would have new I would not agreed to this! I can’t afford this payment so they need to be held accountable and do what is right! Thank you and God bless 

  

  Business response

  03/22/2024

  RECEIVED VIA PHONE BY BBB STAFF MEMBER:

  The business has notified the BBB that they were able to come to an agreement with the consumer to buy back the vehicle. They believe the matter is resolved. 

  Customer response

  03/22/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ****** *****
  
  
  

• Initial Complaint

  08/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  . Willoughby Chrysler Dodge and Jeep contacted me by phone in July 2023 to trade my car. In August 2023, I contacted this company as a follow-up to start a trade on my 2014 ****** ****. This company ran over seven hard credit inquiries without my consent. When I contacted *****, the finance manager, to ask for a letter so I could have the number of searches removed since it was done without my per****ion, he refused. I ask that this company cooperate in providing the letter I need to complete the dispute to remove the inquiries since they were excessive and unnecessary. When I contacted *****, one of the sales managers, I did not ask him to run additional credit inquiries but to give me the amount needed for a down payment on a car loan.

  

  Business response

  08/30/2023

  I have been in open communication with ****. ****** about her situation and search for a car. I have her approved on a car that she likes and we are working to finalize the deal. 

   

  Thanks,

   

  ***** *****

  General Manager

• Initial Complaint

  07/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a *** 1500 in April of 2023. I had several issues since the purchase but I still have one outstanding problem. I was told by the salesman Josh that he was going to provide me with a second key for the truck since I only received one at the time of purchase. I was originally told that it was on order and then I was told it was delayed and it would be in at the end of May. I waited until the second week of June to follow up and nobody would answer my calls or emails. I decided to go back to the dealer shop and my original salesman made it sound like I should be grateful that he was going to get me a second key and he was actually doing me a favor by getting me a second key. He said he was going to check and find out what is going on but I haven't heard anything since and it appears to me that he has no intention on providing me the key. I tried to talk to management several times but nobody seems interested in addressing my issues. I feel like I have been very patient on this matter. It feels like a case of overselling and under delivering.

  

  Business response

  07/05/2023

  I apologize for the lack of communication on our part. I am going to have one of my service advisors reach out to set up a time to get the key handled.

   

  Thanks,

   

  Tyler Smith

  General Manager

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

*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. ↩