Complaints

• Initial Complaint

  12/14/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 11/19/24 I had my mom's light blue 2005 Chrysler 300 towed into this dealership due to the vehicle shutting off randomly while driving. I was advised that a tune-up (spark plugs and wires) is the suggested ***air after the diagnostics were done and I even asked if that would fix the issue with the car shutting off while driving. They also suggested that the air bags be ***laced so I paid for that as well. On 12-13-24, I received a call that the vehicle was ready for pickup and I paid $1066.92 with a veterans discount applied. On 12-14-24 my mom picks up the car and goes to the grocery store and the vehicle does not start and the check engine light is on which wasn't on when the car was initially towed in before the ***airs were completed. She called Crossroads dealership and the service *** said that the battery is probably the issue since the car was sitting so long. I refuse to believe that because the battery was ***laced in September 2024. We sent the car to a dealership thinking that they would be the most trusted and competent party to diagnose and make the ***airs. The car is listed under the last name ****** at the dealer if anyone will look into the issue. The car didn't even make it a few hours after being picked up and we had to call another tow truck to return it to the dealership.

• Initial Complaint

  10/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2023 Jeep Gladiator from this dealership 1 week ago. During negotiations I was told that my first payment would not be due for 60 days. This resulted in me moving forward with purchasing the vehicle. The dealership didnt go over the dates on the contract with me during signing. I asked many times during the entire process if the payment wouldnt be due for 60 days with a witness present. I was told correct. The dealership then only did a 30 day window and now my payment is due in November. Just 30 days after purchase.

  Business response

  11/11/2024

  The customer did request a later payment date than was arranged for him.  Crossroads Chrysler Jeep Dodge Ram made an error in inputting this customer's information and regrets this mistake.  Contact has been made with the customer, and arrangements have been made to assist the customer in his payment process.  We look forward to continuing to work with this customer and ********************** Ram is grateful to the customer for the opportunity to serve him.
  
  

  Customer response

  11/11/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.
  
  Regards,
  
  ****** *******
  
  
  
  

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I leased a 2021 Jeep Wrangler on May 5 2021. This was a fantastic vehicle. On November 15, at ****** miles the car stopped as i was driving down the road. I took in into the dealer for service and was told that the head gasket had blown and the engine would need replacing, which would likely take longer than the lease. I was told my best option was to get out of the lease so I was not paying to lease a car I could not use. I fell for it. I looked at a Grand Cherokee, and wanted to buy this, however they stated they could not get me below an 800+ monthly payment. They then asked if a compass would work, and after driving one with many bells and whistles, thought it may work. Once i got it home, I couldn't fit the car seat in the back, I went to the chat and they gave me the ** phone number. I called the Gm who began to berate and yell at me for calling his personal line. I explained the situation which he states "too bad you signed a contract and its funded" fast forward to today, 12/28 the loan has yet to be funded because paperwork was lost or "accidentally" shredded. I was called and was told unless i bring the paperwork AGAIN, it would " get really ugly" So not only was i lied to about what was wrong with my car, it was an oxygen sensor, not a blown engine, I was told the deal was funded and they couldn't help me get into a vehicle that fits my family needs when it was not in fact funded, but then was threatened with legal action if the deal fell through because of their mistake. I cant fit my family in this vehicle and was not allowed to test my carseat in the compass before committing, but with my job, i had to have a vehicle that worked. I take call and have to be able to see people in the emergency room at a moment notice. The ethics of this establishment are questionable at best, and I was certainly taken advantage of because of my situation.

  Business response

  01/08/2024

  Crossroads Chrysler Jeep Dodge Ram acknowledges that this customer's experience was less than perfect.  Crossroads Chrysler Jeep Dodge Ram has made contact with the customer and worked diligently to ensure his satisfaction.

  Customer response

  01/08/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The dealer did in fact reach out and offer a check in the amount to cover the first two months payments. However, this amount is roughly the same as what I owed on the leased vehicle I traded in, under the pretense it would take months to repair. I am still in a vehicle that doesnt meet my needs, and I could have been placed in a vehicle that is more appropriate for my family at my monthly payment budget, which the dealer declined to do. I have had to borrow other vehicles in order to tow garbage to the dump and although it seems meaningless, this vehicle will not operate efficiently on a 4x4 beach due to low ground clearance, which is my family annual vacation. I took the action I thought was best based on the advice of the sales team, and service department. I was truly taken advantage of. I cant even go to another dealer and trade out of this vehicle, as it has already depreciated almost $12,000. My one hope is that it will at least be able to drive in snowy conditions to get me to work at the hospital. However, after seeing reviews online, Im less than confident in this vehicles capabilities. 

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

  
  

  Customer response

  01/17/2024

  In regards to case number ********. The dealer had promised to pay my first two months payment. They have missed the first payment. Just wanted to provide additional information. They now dont know when funds will be available 

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

• Initial Complaint

  05/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  March 2023 in the market to purchase a vehicle I saw a vehicle I like and began negotiations with *********************** Sales Manager Crossroads Chrysler Jeep Dodge ****************************************************************************************. *********************** and I agreed on an amount for the vehicle in addition to included add on like a truck cover and oil changes that was to be included in the deal in addition we agreed on the amount of additional down payment. The vehicle was to be ready on a particular day. I drove to the dealership about 200 miles and *********************** was not there and I was greeted by the General Manager *********************** who do had no clue as to why I was there and like me did not know who my sales person was. I thought it was *****. When things finally gotten sorted out I was asked for the additional down payment but it was $700.00 more than what we agreed. ***** was contacted said that he did not recall I said I sent you an email regarding out conversation and I showed it to several employees at the dealership never the less I was made to pay the additional amount. It took this dealership several weeks to process a payoff check for my trade and now the bank is attempting to collect fees of $457.00 I contacted General Manager *********************** and he not responded. The entire process was very slow from transferring the tags to the dealership payoff. This was a stressful purchase. I will be paying the bank its fees but I would like the dealership to reimburse me.

  Business response

  05/16/2023

  Payment has been made by Crossroads Chrysler Jeep Dodge Ram to the customer in an amount sufficient to cover his charged bank fees.

  Customer response

  05/17/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************** Thanks especially  to BBB of Richmond without its assistance this matter may have not received  the attention for Crossroads. 
  
  Regards,
  
  *******************************
  
  
  
  

• Initial Complaint

  05/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  On or around April 8 2023, I reached out to ********************* on his personal phone to ask about quotes. I explained to **************** that I wasn't going to make a purchase just to check and see if I did want to what would my payments be. He wanted me to come in, which I stated I didn't need to come in if I wasn't making a purchase. Around April 13th I believe it was **************** sales manager contacted me letting me know that a vehicle we used to see about a quote was gone did I wante something else I simply stated no, he went into is the **** down payment a issue? I'm like No I just wanted a quote. He has been trying to get loans to make a sale to get a commission. **************** Knows exactly who it is and doesn't want to give a name. which he was supposed to called me this month to see if I wanted to still look. I started receiving mail one credit union stating I filed a loan application for ****** and I knew I haven't applied for anything but through SoFi and Lexington Law was helping with that. Yesterday May 9, 2023 I got a letter in Mail from ***** Fargo auto specifically stating who did a loan application. Chrysler Jeep. I have text message conversation between **************** and myself stating I did not want to make a purchase just a quote. Well when I call back to them a man says Oh well I just see it as someone was trying to help you get a car. I expressed how can someone help me get a car when I already said NO I wasn't purchasing a vehicle right now. They have tried to get loans with out my acknowledgement or consent causing ***** inquiries and dropped my score that I put my money into from a 700 plus to a 6 hundred score. I want to file a lawsuit because that was fraudulently done. I would like for both parties to be terminated from business if they did that to me ain't no telling who else they did that too. Forcing people to purchase a vehicle.

  Customer response

  06/12/2023

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Crossroads Chrysler Jeep Dodge regarding complaint ID ********.
  
  Regards,
  
  ***********************
  

*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. ↩