Complaints

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a jeep grand Cherokee 2023 in July 2023 this vehicle has had problems since shortly after purchasing it all kinds of electrical issues, and the business told me all kinds of lies to get me to sign the paperwork to purchase the sad vehicle and now they dont want to help me get into something that dont have issues or make it right. When I purchase this vehicle, they also told me they couldnt find it once it was found it was being loaned out to the ** sooners football coach, and they wrote in the paperwork that it only had 200 and some miles on it and once we received it, it had over 500 miles on it. The front fender was popped out and still currently has popped out and will not stay in.

  

  Business response

  05/14/2024

  The information has been reviewed and our General Manager is reviewing all documents along with our service manager.  

  Customer response

  05/14/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  

  Business response

  05/18/2024

  In response to ************************* complaint.  ********** does have a known issue with some of their radios which causes the radio to not function properly.  My service department has followed all the steps given by Stellantis to resolve the problems with the radio and unfortunately they are telling us there should be an update to the software in December.  We have reached out to Stellantis to see if we can get a new radio for ********************* but ********** says all the radios have the same software and it may not resolve the problem.  I reached out to *********************, gave her the number to ****************** to express her frustration with them and to see if they could possibly help get a new radio.  As far as the bumper being pushed out over the fender, we can get that fixed as soon as possible. Please reach out to me directly so I can schedule a day to get it in the shop.  I will also provide a loaner vehicle for the period of time we have the Jeep.

• Initial Complaint

  07/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Tuesday July 19th I went to purchase a truck paid a down payment signed paperwork. They kept dragging their feet and then finally after 3 days called and said they could do the deal but not with my credit. I told them I no longer wanted to deal and wanted my down payment back and they are refusing to give it back

  

  Business response

  07/23/2022

  In response to ******************** complaint. We discussed all the  numbers and the banks requirements and one of the requirements was for **************** to not quit his job.  We also took the $500 as a deposit to hold the truck that would be applied towards a down payment because we could not let him take delivery at the time due to his cosigner lived out of state so we had to send a driver to have her sign the paperwork.  We also told him he would not be able to take delivery of the truck until the deal funded by the bank. When we went to verify ******************** job he said he was going to quit the next day so the lender would not fund the deal. At that point **************** forfeits his deposit. **************** knew the whole situation and knew the $500 was to hold the truck (deposit) so we did not sell it. All vehicles are hard to come by at this time, putting down a deposit shows his commitment to purchasing and our commitment to not sell the truck out from underneath him. We could have sold the truck he was supposed to purchase several times but did not because we were committed to ****************. Also my managers and salesman spent several hours with *****************  We paid a driver to go to **********, ** which was about a 5 hour round trip. After I take out the pay for my employees and the driver we have no money to refund.  We feel like we held up to our end and that **************** should as well. We will honor the original deal as long as **************** has another job that will verify out to the lender and assuming the lender will purchase the contract with his new job. Thank you, *********************- General Manager

  Customer response

  07/25/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  I was never told the $500 was a deposit that was non refundable.  I was told it was the down payment and signed a paper agreeing it was the down payment. Again it was never mentioned that it was a deposit. I never asked them to send a driver to Midlothian to have paperwork signed they chose to do that and volunteered that service; so that they could make money and get a deal. 
  
  Sincerely,
  
  ***************************

  

  Business response

  08/18/2022

  Ok, so what we feel is right is to refund the $500.00 down payment less the driver fees.  We provided a driver to get his cosigner to sign paperwork because they could not make it into the dealership to sign there side of the paperwork.  The cost for the driver was $73.44 which leaves a check back to **************** for $426.56.  I hope this resolves the complaint.  If it does please contact me and I will get a check in the mail to **************** for $426.56. I have attached a copy of the check to show we paid driver to go to **********, ** to get paperwork signed. Let me know if there is anything else I can do.  Thank you, *********************.

*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. ↩