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21st Century Auto Group

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Reviews 21st Century Auto Group

21st Century Auto Group Reviews (119)

In response to [redacted] we are attaching a service report performed by [redacted] to whom we out-sourced his vehicle to,  they replaced the fuel pump and DMTL pump, they smoked tested the vehicle and all was good.   I apologize for stating that he lives in Florida, but the address on his contract is [redacted], regardless we would like to offer him a trade on the vehicle he purchased from us for another [redacted] if he is interested in trading his vehicle for another of the same he can contact [redacted] our (General Manager) who would be willing to help him find a vehicle he is completely satisfied with.

Our sales manager has been in daily contact with Mr.R[redacted] and has explained this problem with his vehicle. We have spoken to the Jeep Service department and they have advised us that the part that is needed to repair this vehicle due to manufactures negligence in a defective part , and is...

in back order from Canada. They are awaiting for them to send the specific parts in order to correctly process and repair the vehicle. We have explained that to the customer and are in constant communication with Jeep Service department. In regards to the rental, we have been awaiting authorization from the Jeep corporate company to allow for a loaner.  We explained to the customer that Jeep is now in complete guarantee that they will 100% reimburse the customer for a rental car until his vehicle is repaired. We have spoken to [redacted] and he is very appreciate and happy with us and is satisfied with our efforts in this unfortunate situation.

Hi, [redacted]Verified information with my management, you already have plates and registration in your possession. For money owed to dealership, please, refer to signed Promissory Note for terms and conditions.Best regards, 21st Century Auto Group, Inc

We apologize for [redacted] frustration here, but we did everything we promised to do, and then some in this case.  First of all, no one forces someone else to buy a car, so I'm not quite sure what she was referring to in the first part of the complaint. Secondly, the $3000 fee is a Dealer...

Preparation Fee, not a detailing fee.  It is charged on the sale of every vehicle at 21 Century, and is disclosed in every listing on our website, and also by the sales representative at the time of the deal.  If necessary I can provide a copy of the sales worksheet showing this.  We acknowledge that there were some cosmetic issues, namely some scratches on the exterior of the vehicle, which fall under the purview of this Dealer Preparation Fee.  We agreed to remedy this situation, so we had the [redacted]'s drop their car off with us so that we could fix the car.  We took the car to a body shop, which took a little more than one week to complete all the work.  (We are not the body shop's only customer.)  The body shop repainted the rear bumper and BOTH rear quarter panels on the vehicle.  Once the car was completed, we delivered it to the [redacted]'s residence out in [redacted].  For this reason I do not feel that they are entitled to a refund of the dealer preparation fee, or is she entitled to a second remote key.  When a vehicle is purchased at auction, sometimes it comes with a complete set of keys and owners manuals, other times it comes with one key, and nothing else.  For this reason we never represent that any of our vehicles have 2 keys, nor do we ever promise to supply them.If the interior of the car was not cleaned to their standards, I invite the [redacted]s to return to the dealership so that we may properly detail the interior free of charge.  Cars tend to get dirty when they sit at body shops, and perhaps in our haste to return the vehicle to the [redacted]s, we did not sufficiently clean it.I feel that by having the car partially repainted, and delivering it all the way out to their residence, we have made a good faith effort to resolve the situation.

Complaint: [redacted]
I am rejecting this response because:I, [redacted] County of [redacted] employee, witnessed the following events of the past week: On September 23, 2017, I informed 21st Century Auto Group that I had changed the oil and filter earlier that day, as they had advised me, to rule out transmission issues. I informed their service manager at 1:40 p.m. that day, that the mechanic who changed the oil, also stated that there is a transmission issue (3rd opinion now). Service manager stated that I should bring the car in to 21 Century Auto Group during the week to replace transmission. I informed him that the warranty was about to expire and he stated that fixing the problem took precedence over the warranty. Contacted 21 Century Auto Group on 9/26/17 at 11:20 am and 9/27/17 at 4:45 pm to be informed by the reception staff that the service manager is either away or isn’t available, but will call me back to schedule a time to work on the car on 9/29/17. I never received a call back and contacted the service manager on 9/29/17 at 1:05 pm to be told, by reception and not the service manager himself, to arrive around 3 or 3:30 pm for service appointment. Arrived there and service manager still was not available. Another gentleman was assigned to my case and acted like he did not know that I was there for a transmission replacement. He drove my car around for 15 minutes with their mechanic to return and tell me that nothing is wrong with the car, but they can replace the car or I can purchase an extended warranty. I attempted to provide him with the other 2 mechanic’s report of transmission issues and he disregarded it telling me the car drives fine. I have never had my intelligence insulted so much as I had today with this used car dealership. To have the service manager be consistently unavailable, be told I had a warranty at the time of purchase, but can’t obtain a copy, replace the brakes without being provided a bill, written diagnosis or receipt for the transaction, all has shown me that this business knew that there was an issue with the car but sold it to me anyway and had no intention of repairing it. I genuinely believe that they want the car back, to resell for a higher value after I have invested in minor repairs. I’m thoroughly disgusted by this business’ tactics of preying on customers whom they assume will not take legal course of action.
Regards,
[redacted]

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Regards,
[redacted]

In response to [redacted] complaint, I can say that we have held up our end of the bargain.  All necessary engine work and cosmetic work has been performed on this vehicle.  It is my understanding that this vehicle has recently been driven to Florida, with no evidence of any further...

mechanical issues.  We have done our part here to make [redacted] whole, and this complaint should be dismissed.

We apologize for the delay, sometimes banks place stipulations on car loans after the cars have been delivered, and it takes time to work out the issues.  In this case, we were waiting to get the title to her vehicle from the bank.  We have it now, and her registration is in process now....

 We will have her plates and registration in hand by this Friday, November 14th at the latest, and will make arrangements to deliver them to the customer immediately.  In recognition of [redacted] inconvenience in this matter, we'd like to offer her a free vehicle detailing.  She can present this letter and make an appointment for that whenever she chooses.

Dear [redacted]Our apologies that you are experiencing inconvenience. One important fact that we have to bring to your attention is that vehicle according to NJ Lemon law carries no warranty from us, because it is more that seven model years old (2007 MB C300). I must note that we are doing our best to...

assist you, as we have done before. So, please, contact us so we can continue to work with you.Best regards, 21st Century Auto Group Inc

Review: I purchased a certified used vehicle on October 05, 2015. It is a 2013 jeep wrangler. As soon as I took it off the lot the speedometer was acting up. They told me it was an electrical issue and should fix itself. The next day it was still acting crazy so I took it back and they told me they will fix the car by taking the car to another dealer because they could not fix it. They told me it should be fixed within 2 weeks. It has been over month and its still not fixed. I would like to get my money back or get a car rental because I have no car to go to work. I always have to be calling them everyday to see when they will fix the car. There excuse is that the part has not arrived yet but its been over a month it should be fixed already. They are not helpful at all.Desired Settlement: I would like my money back or a car rental provided by the dealer

Business

Response:

Our sales manager has been in daily contact with Mr.R[redacted] and has explained this problem with his vehicle. We have spoken to the Jeep Service department and they have advised us that the part that is needed to repair this vehicle due to manufactures negligence in a defective part , and is in back order from Canada. They are awaiting for them to send the specific parts in order to correctly process and repair the vehicle. We have explained that to the customer and are in constant communication with Jeep Service department. In regards to the rental, we have been awaiting authorization from the Jeep corporate company to allow for a loaner. We explained to the customer that Jeep is now in complete guarantee that they will 100% reimburse the customer for a rental car until his vehicle is repaired. We have spoken to [redacted] and he is very appreciate and happy with us and is satisfied with our efforts in this unfortunate situation.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I still have not received my car and every time I try to contact the company they don't answer me and refuse to talk to me. I haven't had my car for 7 weeks and they were suppose to have my car ready last monday. If I don't receive my car this week I want a total refund for the car. this is very bad customer service. I will not recommend this place for business.

Regards,

Business

Response:

As we had explained, earlier we were awaiting a part from Canada. After speaking with Jeep, we were guaranteed that they would reimburse 100% of the loner vehicle. If we did not care about customer service we would not have been in contact with Jeep to assure that the rental was covered. We did our best to accommodate the customer and make sure that he was fully aware of what was happening with the car with daily contact.

Review: Complaint#1: Breach of contract- You are forced to pay for a "169 point inspection" which was never done. I have variouse compliants about the things I paid for which were not done! Too many to list here.Complaint#2: Downright fraud. They overcharged me on the sales contract without telling me. They told me the math was correct but they added $1226.87 to the price through pure deception.Desired Settlement: Breach of contract- I paid $2000 for an inspection which was NOT done properly and completely.Fraud- Overcharged $1226.87 on the sales contract.Total amount of refund : $3226.87

Business

Response:

As I see it there are 2 issues in this complaint; The customer states that he did not receive the 169 point inspection, and that he was overcharged for the purchase of his vehicle. To address the second point, I have attached a copy of both the buyers agreement and the retail installment contract with the numbers clearly and conspicuously stated, along with the customer's signature. All customers are encouraged to read any of their documents before signing them. If there were any issues he should have raised them prior to affixing his signature to the contracts. Second, we charge a $2495 Dealer Preparation Fee on every vehicle. It is listed clearly on our website, and is disclosed to every custoomer during the sales process. This fee encompasses the cost of readying the vehicle for sale, which includes any necessary vehicle reconditioning and a 169 point safety inspection. Due to the large volume of cars we sell on a monthly basis, it is possible that our lead mechanic signed off on the inspection for this car in error. We invite the customer to schedule an appointment at his convenience to bring his vehicle back to us, and we will reinspect it at no charge. Furthermore we will offer a free vehicle detailing to the customer.

Consumer

Response:

Review: [redacted]I am rejecting this response because: See attached.Regards,[redacted]

Review: I just recently purchased a car from this auto group and since day 2 the car has been failing. I have a 1 year old son, I am a single mother and I want to make sure the car I put my son in is completely safe. The seat belt in the backseat which my son car seat should be placed does not work. I asked them kindly since day 2 of receiving my car to fix it. They pushed off the issue. Since I pulled off with the car the breaks were squeaking and the manager told me he would fix the issue. I called everyday, they either did not return my call and when I did speak to someone [redacted] said they will be calling with a service appt. (which I did not receive until after my car started smoking) . Then the engine started rattling which they still didn't press the issue or fix it. My car then started overheating and smoking . I still have not even made the first payment on my car and I've been asking for them to fix these issues while having my car for only 2 weeks. After I notified them of my car smoking they then proceeded to ask me to drive a hour away with a smoking car to bring it into the shop. I refused to do that. I will not put myself nor my son in danger. When they came and picked up the car they had the car for a total of 3 weeks . I drove a hour to pick up the car and the seatbelt still isn't fixed, the breaks still are not done. They did nothing at all and told me to come back. I come back the following day and the seatbelt nor breaks are done. They fixed the seat belt INFRONT of me and then proceeded to say the breaks were changed and they are squeaking because they are new. The breaks still have not stopped and now they refuse to fix them. So now I have squeaking breaks and just recently my door handle fell off from the outside. They refuse to fix that as well. Please help bring these crooks to a stop! If you do not have $10,000 they don't care about the car they put you in. I put down $4,000 on a lemon. Being a single mom I do not have it to do that.Desired Settlement: I just want a safe running car for my son and myself.

Business

Response:

This vehicle was purchased on February 29th, 2015, as the service manager I received a service work order on March 18th regarding the brakes, the rear seat belt and the engine rattling. at that time I scheduled a service appointment for 3/26/2015, unfortunately she called us before the scheduled appointment and informed us that the vehicle smoking. At that time made arrangements to pick up her vehicle and have it towed to an outside mechanic who has state of the art machinery to fix any issues with this vehicle. They fixed/replaced the airbag module, the fuel tank and the radiator. the customer was correct in saying the seat belt was fixed when she came to pick up the vehicle. As of today all issues have been fixed and hopefully she is satisfied.

Review: Hello, I purchased a vehicle on 12/29/2014 from 21 Century Auto Group. At the time of the sale, I also paid for them to obtain my new license registration & plates. -They gave me a temporary registration which expired on 1/18/2015. I was guaranteed that I would have my new registration and plates before the temporary one expired. After numerous calls over the last 3 weeks, (today is 1/30/2015), I still do not have my permanent registration and plates and therefore, cannot use the car. I have spoken with their sales department, their title department, and even the receptionist numerous times and was promised a 'callback,' but now the issue is dire. Today was my last attempt in contacting the organization to solve this issue. Hence, I am still waiting by the phone at work and at home.Desired Settlement: At this point I just need my registration and plates to begin legally using the car. I would appreciate any assistance with this matter. My residence is in [redacted] and I work in [redacted] so this inconvenience has made the past few weeks stressful and a financial burden.

Business

Response:

We apologize for the delay, unfortunately the state of New Jersey only allows 20 days on the Temporary registration and plates, however in this case the delay in receiving his plates and registration was due his credit union not providing us the proper lien information. its our responsibility to insure that all information provided to DMV is correct. The plates and registration were sent out on 02/06/2015, we have attached the [redacted] shipping label. We spoke to the customer and we addressed this issue immediately, we would also like to offer a first service (oil change and car detailing), appointment made through our Service Manager [redacted]

Review: I am very disappointed in 21st century auto groups services. I have had a series of problems which include my paperwork, money that was owned to me for a dent that was suppose to be given to me to have the dent repaired which is located on the hood of the vehicle, and also neglecting to have my car registered before my temporary plates had expired. As of today I have not received the two hundred dollars that was owed to me an my car temporary plates that were issued to me buy 21st Century auto expired on March 10 2014 and are still expired as of today. They never return my phone calls and I have sent emails to the president of the company and he has made no attempt to respond to any of the emails that I have sent. My vehicle is sitting in my driveway located at [redacted] unable to be driven because of their neglect to have my vehicle registered on time. Luckily I have an additional vehicle to use for my employment or I would of most likely have had to rent a vehicle to be able to continue my employment and been responsible for the cost of the rental. 21st Century auto group continues to not return my phone calls I literally have to spend days of calling to ever reach anyone about these matters. I feel helpless as a consumer and don't have anyone to help me with getting this matter soved. If Revdex.com has a rating system I would give 21st Century Auto Group an F!Desired Settlement: Would be able to drive my car that has been sitting in my driveway since March 10 2014.

And receive my two hundred dollars to have the my damaged hood repaired repaired.

And in the future have 21st Century Auto Group return their phone calls.

Business

Response:

I apologize for the delay in obtaining the registration and plates. We use a 3rd party provider to process registrations in states other than NY/NJ, and as I understand it, there was some sort of a paperwork snafu. The good news is that this has been resolved, and we expect to have the plates here on the premises tomorrow, and will immediately forward them to [redacted]. Unfortunately in NJ, the law is very clear when it comes to issuing additional temporary tags, and we were not able to do so in this case.

As far as the second part of the complaint, I interviewed the sales rep, and he informed me that the result of his conversation with [redacted] was that she would bring the car to our dealership once she received the plates, and we would fix the dent free of charge. If this is the case, we should have this situation resolved shortly.

As far as returning phone calls, there are definitely employees here who need some remedial training in the basic tenets of customer service. We've made quite a few improvements here in the last few months, but we definitely still have a way to go. I will also arrange to have [redacted] car detailed free of charge when she brings it in to have the dent fixed.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: of the continued lying by this company. I called their registration and plates department yesterday and left a message to find out the where abouts of my plates. And never received a call back. I also made a phone call to my salesman [redacted] and much to my surprise he excepted my call. I asked him if he new where my plates were and he said let me check I was put on hold and when he returned he told me he spoke to the woman who handles that department and she was making a call right know to find out where they are and that he would call me back in a few minutes. And as usual that was yesterday and I still haven't received a cal back. This has been an on going problem with this company. And to respond to this company fixing the dent that is located on the hood of my vehicle I have never received anything in writing stating they would fix the dent. And I would have to be out of my mind to leave my vehicle in their possession after all the stress and lack of customer service I have been shown by this company. God only knows how long it would take them to actually repair it, and I feel I have been paying for a vehicle I cannot use long enough. And not to say it would be a twelve hour trip that would take about four tanks of gas and $ 80 dollars worth of tolls due to having to go up and back twice which would cost me over $200 . I have brought it to a body shop located near me they told me it would be $400 to repair it. All im asking for is the $200 that was promised to me and I will unfortunately pay the other $200 to save me from anymore stress, time and terrible customer service. This is the worst car buying experience I have ever had in my life. Until my plates and a check check our in my hands I will not except this response

Regards,

Business

Response:

Attached please find a copy of the [redacted] label with the tracking info for the license plates. The check for $200 requires approval from the owner of the dealership, which I may not be able to obtain today. I will respond here once I know when the check is going out.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I have finally only received my plates. I have not heard a thing about the $200 that is owed to me so I can make the appointment to have the dent repaired. Until then I will not accept anything this dealer says when they respond to my complaint. They lie way to much and cannot be trusted.

Regards,

Review: WHEN I FIRST WENT TO LOOK FOR A CAR THE ASSISTANT MANAGER WAS VERY PUSHY. I WANTED TO DISCUSS WITH MY HUSBAND BEFORE I PUT DOWN A DEPOSIT. ASSISTANT MANAGER [redacted] ASKED ME IF MY HUSBAND WOULD ALLOW ME TO BUY A CAR. WHEN WE DID PURCHASE THE CAR WE WERE REQUIRED TO PAY $3000 FOR DETAILING. WE WERE TOLD THAT ALL SCRATCHES AND INSIDE WOULD BE TAKEN CARE OF. I WAS ALSO TOLD THAT THIS WOULD TAKE 3-4 DAYS. WE DID NOT GET THE CAR BACK FOR 12 DAYS! WHEN I CALLED [redacted] HE JUST KEPT SAYING THAT THERE WAS NOTHING THAT COULD BE DONE. WHEN WE FINALLY GOT THE CAR BACK IT LOOKED LIKE NOTHING WAS DONE. ALL THE SCRATCHES WERE STILL ON THE CAR AND THE INSIDE STILL HAD THE SAME DIRTY ISSUES. MY HUSBAND AND I DID A BETTER JOB OF CLEANING THE CAR. WHY WERE WE REQUIRED TO PAY A EXTRA $3000? THEN I HAD TO KEEP CALLING TO GET PLATES AND REGISTRATION. I WAS TOLD THAT THEY WOULD BE IN THE NEXT DAY,OF COURSE THEY WERE NOT. PLATES DID NOT COME IN TILL THE DAY BEFORE TEMPORARY PLATES EXPIRED.I WISH I WOULD HAVE CHECKED OUT THIS COMPANY ON Revdex.com BEFORE I PURCHASED A CAR THERE.Desired Settlement: I WOULD LIKE A REFUND FOR THE $3000 THAT WE HAD TO PAY FOR DETAILING. BESIDES THE FACT THAT WE WERE OUT OF A CAR FOR 2 WEEKS. OR AT LEAST TO GET ANOTHER KEY FOB THAT IS PROGRAMMED FOR MY CAR

Business

Response:

We apologize for [redacted] frustration here, but we did everything we promised to do, and then some in this case. First of all, no one forces someone else to buy a car, so I'm not quite sure what she was referring to in the first part of the complaint. Secondly, the $3000 fee is a Dealer Preparation Fee, not a detailing fee. It is charged on the sale of every vehicle at 21 Century, and is disclosed in every listing on our website, and also by the sales representative at the time of the deal. If necessary I can provide a copy of the sales worksheet showing this. We acknowledge that there were some cosmetic issues, namely some scratches on the exterior of the vehicle, which fall under the purview of this Dealer Preparation Fee. We agreed to remedy this situation, so we had the [redacted]'s drop their car off with us so that we could fix the car. We took the car to a body shop, which took a little more than one week to complete all the work. (We are not the body shop's only customer.) The body shop repainted the rear bumper and BOTH rear quarter panels on the vehicle. Once the car was completed, we delivered it to the [redacted]'s residence out in [redacted]. For this reason I do not feel that they are entitled to a refund of the dealer preparation fee, or is she entitled to a second remote key. When a vehicle is purchased at auction, sometimes it comes with a complete set of keys and owners manuals, other times it comes with one key, and nothing else. For this reason we never represent that any of our vehicles have 2 keys, nor do we ever promise to supply them.If the interior of the car was not cleaned to their standards, I invite the [redacted]s to return to the dealership so that we may properly detail the interior free of charge. Cars tend to get dirty when they sit at body shops, and perhaps in our haste to return the vehicle to the [redacted]s, we did not sufficiently clean it.I feel that by having the car partially repainted, and delivering it all the way out to their residence, we have made a good faith effort to resolve the situation.

Review: I bought a [redacted] at the 21 century auto group in jersey located at [redacted]. I traded in my certify 3 series from [redacted] to that dealer for the X6 they had on sell. During the first week my engine light came up, and I also found out that the left side of the car was painted with a cheap paint and not listed in the carfax and also the [redacted] of [redacted] found engine cover leaking, cover gasket leaking, and in a few other repairs needed. I brought the car back and they refused to take it back. I was on vacation to Mexico when a guy of name [redacted] called and told me that he was the manager of 21 century auto group and went to see me to work a deal with me. I went back and he agreed to fix the car. After one month they called me to pick up the car and they told me the mechanical work were done and I had to come back for the body repairs. After a couple days, the engine light came in back again. I went back to the garage located at the [redacted] in Union and they told me that they didn't have the proper tools to fix the car and I needed to leave the car with them once again. The car wasn't fix properly and still experiencing the same issues till today and 21 century auto group refused to work with me. I had read most of their reviews and I had found that they have not been loyal to the consumers in years and no one did nothing about it. I hope that letter goes to the right hands and someone can review that dealer that causing harm to the community of New Jersey and to the consumers in general.

I am looking forward for a review of that dealer and something can be done in favor of the consumers and that dealer can't stop taking people's money.Desired Settlement: I would like 21st Century auto group take their car back and exchange to a certify [redacted]

Business

Response:

In response to [redacted] complaint, I can say that we have held up our end of the bargain. All necessary engine work and cosmetic work has been performed on this vehicle. It is my understanding that this vehicle has recently been driven to Florida, with no evidence of any further mechanical issues. We have done our part here to make [redacted] whole, and this complaint should be dismissed.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: 21th Century Auto group did not do any repairs that [redacted] dealer of [redacted] and [redacted] dealer of [redacted] found as issues on the car. I would like them to send to Revdex.com office a paperwork order on what they did. I am going to attach the check list of repairs that to those two dealers recommend in the car. They also lied regarding the car is in Florida, the car still parked at my parents house in [redacted]

I recently paid [redacted] of Bridgeport to do some of the repairs.

Regards,

Business

Response:

In response to [redacted] we are attaching a service report performed by [redacted] to whom we out-sourced his vehicle to, they replaced the fuel pump and DMTL pump, they smoked tested the vehicle and all was good. I apologize for stating that he lives in Florida, but the address on his contract is [redacted], regardless we would like to offer him a trade on the vehicle he purchased from us for another [redacted] if he is interested in trading his vehicle for another of the same he can contact [redacted] our (General Manager) who would be willing to help him find a vehicle he is completely satisfied with.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The report they sent was additional issues with the car. [redacted] got the car for a month and did fix anything on it. I had to return to them again when the engine light was on after a couple days that they said they had fix it. When I returned they had a new hired mechanic that found a smoke for the check engine that was on. However my complaints were about engine gasket leak, diff leak, passenger side of the car was painted with a cheap and different colors, they never fixed those. Please refer to [redacted] and [redacted] dealer report about that car. I don't trust anyone in the staff because they had lie to me at the beginning. They still owed me money on car rentals, last time they had me rent a car and they never reimburse me. I don't want to trade, I want them to get their car back or refund me some money on the car so I can have [redacted] fixthe car properly.

Regards,

Review: I purchased a used car the end of March 2015, I was promised an extra key, it came with one. Joe P[redacted] wrote on my paper work so he wouldn't forget that he would get us an extra key once car was registered. Once car was registered I called him and asked him were to send the copy he gave me his fax number. Since then it has been faxed, emailed and I have called him a few times my calls have been ignored. I would like an extra key or a check for the cost of having a key made up. I am a person of my word and expect the same from others. When cars are returned customers are asked to return extra keys or they are charged for keys not returned. I would appreciate some assistance to this matter.

Thank you.Desired Settlement: I would like an extra key or a check for the cost of having a key made up.

Business

Response:

[redacted]Firstly, I want to apologize about the amount of time it has taken for your spare key. Upon this complaint I looked into your deal and saw the agreement of the spare key. Due to security, the customer must go to a dealership with the vehicle registration and drivers license to ask for a spare key to be made. Today, August 7, 2015, I have sent a check to your address using [redacted] The check for the amount of the spare key will arrive to your location by 7/10/15. With this you can go to your dealership of choice and receive a spare key. I have sent a copy of the check and [redacted] shipment to your email that you have provided during our conversations.

Review: I purchased a vehicle they stated had new brakes and was up to date on inspection. When I took back to pa to be inspected it DID not have new brakes (which it needed) and inspection was expired in nj as of 8/13. I took back to dealer - they would only replaced brake pads and not rotors, stated it would pass inspection in pa with this repair. It will not pass inspection.Desired Settlement: I would like brakes completely replaced as was originally stated and car inspected in nj.

Business

Response:

As stated, we did replace brake pads as deemed necessary by our certified mechanic. Ms. Martens called the next day and stated that her car did not pass inspection and needed the brake rotors replaced as well. We asked her to provide us with a copy of the inspection report, showing that the car failed due to the brake rotors, and she has not supplied us with the report. If she supplies us with an inspection report stating that she needs new rotors, we will be happy to replace them. We have repeatedly made this request directly to Ms. Martens and she to date has been unable to supply us with this report.

Review: This dealer advertized a 2012 [redacted] with 25,000miles for $16,900 on [redacted] I called this morning and spoke to [redacted] to verify that the car was still available and she checked the list and told me it was. I made an appointment to come in this evening, and I called again to make sure the car was still available before I left and was transferred to a person in sales. He double checked it and told me it was available and to "come on over". I arrived at the dealership and there was no car there that fit the description, however they had two similar cars, both of which were priced over $8000 higher. This company is a bait and switch operation, and they are doing it quite a bit.Desired Settlement: If bait and switch is illegal than they should be prosecuted or warned to cease and desist. The evidence is clear and simple and I am happy to provide the evidence if needed.

Business

Response:

While I sympathize with the customer having to drive from a distance for a car that was not there, this is not a case of bait and switch, but rather a regrettable lack of communication between departments in the dealership. To gain some insight on how luxury used car dealers operate, I will explain the following:

Most of the cars in inventory are purchased at auction. They are generally luxury brand off-lease cars with miles over the threshold of what a dealer will keep in inventory. 21 Century is Manheim-PA's largest customer, buying 20-25 cars a week there, all year long. (Manheim is the largest auction company in the world) The average auction prices for certain vehicles are very consistent from week to week. For example, a 2012 [redacted], the car the customer came to the dealership to see, sells at auction these days for between $20K-$21K. Sometimes cars roll across the auction block for much less than the average price. There is usually a reason for this, i.e. body damage, or some sort of mechanical issue. When a car is in-lane at an auction, you can only visually inspect it. It is forbidden to start any car, so it is essential that a dealer's buyers are experienced, and can see signs of trouble when viewing cars in-lane. Cars you buy in-lane at auction also come with an available 7-day return policy, which you always take when you buy a car at a low price like that. Often times we can buy a car low, have our mechanic fix the problem inexpensively, and pass the savings along to our customers by offering the car at a low price. (we price our cars according to what we paid for them)

In the case of the car the customer was interested in, we determined that the repairs needed to the car would not allow us to make a profit on it, so we exercised our right to return the car to the auction. Our internet department and the salesman both made the same mistake, and saw the car on the stock list, and did not physically touch the car. We do have in stock 2 similar vehicles, a 2011 and a 2012 G25, which are listed for $20,995 and $21995, respectively,(not $8000 more as the customer claimed in his complaint), which are fair market prices for those vehicles.

21 Century Auto Group is a high-volume dealership with $40MM in annual sales. Cars are constantly coming in and going out. We did make a mistake here, but I assure you it was not a case of "bait and switch". I would like to offer the customer at this time remuneration in the amount of $50 in consideration of his time and travel.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: [redacted]

I am rejecting this response because:

Although 21st Century has replied with a plausible explanation of a rare

employee error, it seems this happens on a regular basis to many people, and

has a for a long time. I found out about this dealer through their

advertisement on [redacted] After my bad experience with them last

Thursday night I looked more at the reviews about them posted on

[redacted] What I found points to a systematic approach to using [redacted]

as a vehicle for bait and switch.

It appears as though 21st Century is "working" [redacted] for all it is

worth with bait and switch tactics. It appears that they have a full

program in place that involves a multiple step process. Here is was it

appears is going on:

1) They intentionally list cars that are below market value that they have no

intention of ever actually selling.

2) When someone calls them to see if the car is still available, they say yes,

even though that vehicle is not available. The goal being to get

potential customers on the lot no matter what. (See at the bottom of this

letter the copies of reviews from [redacted] all complaining of the same

experience I had. There are over 50 reviews specifically referencing this

bait and switch tactic in total in addition to many other bad reviews.)

3) Since this happens so often, they get a large amount of negative reviews on

[redacted] clearly stating the same bait and switch experience.

4) In order to smokescreen the bad reviews they add dozens of false 5 Star

reviews on a regular basis. (There is no way I can think of to prove this, but

a couple things stand out about the 5 star reviews about them on [redacted] that

are suspicious. The first is that [redacted] has by far more reviews than

any other dealer on [redacted]. They currently have 586 reviews on

[redacted], while the average dealer in a 50 mile search radius of their area has

about 20. Also, many of their 5 Star reviews are posted in clumps all on

the same day, as though someone sits down at their computer and writes multiple

false 5 star reviews at the same time.

Below I am copying from [redacted] some of the reviews that specifically mention

a bait and switch experience. If Revdex.com wants to see more reviews on

[redacted] you can go to [redacted], and do a search by dealer in the springfield,

nj area, and they will be near the top of the list, and their reviews are

listed there. You can also try this

link:

http://www.[redacted]/dealers/107981/21st-century-auto-group/reviews/?sortBy=low... />
Please keep in mind these reviews reflect only the people who bothered to write

a review, so these 50 or so people are most likely only a very small fraction

of the actual people who have had this happen to them.

START [redacted] REVIEWS:

They attract by low prices and scam by adding 25%

by usedcarBuyer from Central NJ | January 19, 2014

I wanted to buy a used car from

them,they got my attention by their [redacted] sales ad and their nice

reviews on [redacted] I called them before going and they told the car was

available and I can test drive. So,I went there and asked the

receptionist [redacted] for the sales person with whom I was in contact,..but

instantly another sales person grabbed me and took me to his desk. He

told me the car I came for is not available and it was sold before day.

Then,why should they tell me over the phone that the car was

available???? I then asked him for the alternate car,that they listed on

[redacted],...they added 25% to the price they listed on [redacted] and

when I asked the sales rep agreed to take it off. But later his manager

came and told me they will charge the 25% dealer prep fees. They are a

scam dealer,..don't be attracted by their prices,..they shoot them up by

atleast 25% to 35%. Beware of this dealer.

False Advertisement

by [redacted] | January 16, 2014

I was interested in a car I saw on

[redacted], contacted the dealer to see if the car was available and they

said it was made an appointment to show the car. When I arrived the

person I spoke with was no longer available so I was shuffled to another

sales person. When I told him what car I as looking to purchase he

could not find the car and after five minutes came back and said the car

was sold two weeks ago, so then he tried to sell me some other cars

that were out of my price range and was not even interested in. Salesman

was so aggressive I had to pretend to look at cars outside to sneak

away after repeat times telling him I was not interested in anything

they had. Beware of this dealer telling you they have something when

they really dont just to get you into their building. Someone needs to

update their website and listing faster or they are just using them as a

ploy.

Biggest scam in used cars. STAY FAR AWAY!!!

by Alex D from New York, NY | November 8, 2013

I call about a car I've seen on

[redacted] to confirm availability. The salesman said yes. I made an

appointment for the next day to see the car. I called before driving

many miles and may toll charges. They said the car is still there. When I

got to the dealership the guy I made the appointment with had 'no time'

to handle me. So a new guy came and said unfortunately the car was

sold. But he had another one for roughly $6000 more. Classic bait and

switch sm. The car was still listed on [redacted] for about a week, and

not it is re listed for a couple hundred bucks more. Not only do I not

recommend this place, but I wish I had the time and money to sue them.

STAY AWAY FROM THIS PLACE

by [redacted] November 6, 2013

So I inquired about a [redacted] through

[redacted] and got a call from them a day later. Set up an appointment to

go see the car the next day. Before leaving my house, I called to make

sure the car I wanted to see was there. The salesperson told me yes the

car is here. I drove 300 miles to see the car and finally got to the

dealership after a 4 hour drive in traffic. Half way through the trip, i

called to confirm I was coming and if the car was ready to be viewed

and the salesman said yes. When I got there, the salesman who set up the

appointment appointed another guy to assist me. He had no idea what car

I was talking about. We walked around too find the car and randomly he

goes, it was sold earlier today. I told him I confirmed 2 times and they

told me you guys had the car. And the salesmen took me too another car

which was similar but the price was about $7000 more, and he goes there

about the same. the other car was listed $7000 less. They wasted 4 hours

of my time and more importantly I will warn everyone in my family that

lives in ** and surrounding areas to never go to this dealership. They

are the biggest scam I have met yet.

Bait and switch beware.

by [redacted] | October 5, 2013

I inquired about a car they had listed

on [redacted] via email around 1pm. I received a call about 10 minutes

later.. I asked if I could test drive the car in 2 hours. They assured

my that a salesperson and the car would be ready when I got there. So I

drove 2 hours and when I arrived the car had already been "sold". My

salesperson had no idea that they even had that car. I asked to speak to

the lady I talked to on the phone and was denied. He then tried to sell

me a similar car priced at $7,000 more than the one I had inquired

about... The car is still listed for sale. BEWARE of this dealership and

their tactics

False Advertising - liar liar- Be were

by [redacted] | September 26, 2013

False Advertising - liar liar- Be were I

was searching for a car on [redacted], when I found the one I was

interested in I called the dealer? They assured me the car was available

and made an appointment to see the salesperson and the car. I drove

about 35 miles to get to the dealer ?only to find out it was not there?

the sales person apologies and told me the car was taken to inspection,

and they would call me for a second appointment. I called a few day

later ?the car is still advertised ? and was told that the sales person

whom I have met.. ..was on a day off, and the Manager told me he was

fired ?and the car was sold? The car is still advertised for sale and if

you call they will try to make you come for other cars. Bottom line is

that this dealer is full of lies, and advertises cars they don?t have ?

if it looks too good to be true it probably is. BAD BAD BAD ? SHAME ON

THEM ?very disappointed

Totally fake... Dont even go there

by [redacted] | May 2, 2013

They dont have the car they advertise.... THey are just fake dealers..

by [redacted] | January 29, 2013

read the reviews, should have listens.

These people are LIARS.Spoke to sales person at 10:00am to make an

appointment to see an advertise SUV.He verified it was not sold yet,

there was a deposit on it. When I arrived, yes the old bait and switch,

no that one was not available. How about this one for $16,000 dollars

more. It happened and I couldn't believe it.....How can they still be in

business!!!!The ads they leave active are to get you into their

dealership, they have been sold.Whats left is a higher priced car.THIS

DEALER HAS AN "F" RATING FOR A GOOD REASON!!!

wow

by disgusted from nj | January 9, 2013

Called the ?sales? to see if the car I

wanted was still available before I made the two hour trip, I was told

it was there and it'll be ready when I arrive....... I get there, car is

sold. Youre kidding me right? Poor poor service. Disgusting that you

can do that to people without any care

Do your research before buying anything here!

by CarPhanatic from Philadelphia, PA | November 17, 2012

I bought a car from this dealer S500

4Matic. I originally went in there because I saw a couple of different

cars on their website. When I went in to see those cars, I was told that

those cars were not available because they were damaged and being

shipped overseas. I decided to buy a S500 4Matic. I was made many

promises that were not kept, like missing floor mats, scratches on the

bumper that I had to go in 3 times to get fixed, missing shifter knob.

Before I purchased the car, I asked them if the car had been in a

accident they told me it was never in a accident. After I bought the

car, I found out from my insurance guy, that the car was involved in a

accident before. Very shady dealership!!!! Please do your research

before purchasing anything from this place!

Bait and switch sales practice

by [redacted] | October 9, 2012

I was in contact about a car I made

several calls because I live over 5 hours away. I called to make sure

the car was still for sale at 6pm because I was traveling the next

morning. When I got there they tell me we sold the car that night but

we were too busy to call you but we do have a more expensive car to sell

you with more miles. Then they say "you didn't want that other car it

was not in good condition". When I was trying to buy the other car they

were telling me how great it was and it was perfect. That's why I was

willing to drive so far to buy it!

terrible

by [redacted] | September 30, 2012

I called from ** on several occasions

and spoke to a Rep about a vehicle I like and I was assured the vehicle

would be there. when I arrived saturday car was sold. I also called

friday evening, then saturday morning before driving from ** to NJ. they

try to sell me another car which was dirty, big crack in front of

bumper, scratch and raise the price. I was already approved by my bank

but they were trying to force me to go through them. after several deals

gone bad, manager shows up and try to scam me as well. I just said no

thank you and walked away empty handed. I will call RevDex.com. these business should not be allowed to scam or mistreat

customers and get away with it.

Scammers

by [redacted] | August 16, 2012

Even after reading all the negative

reviews I went in. What a disappointment. Totally bait and switch.

Please Please stay away the 5 stars you are seeing are all ( I must say )

after my experience BOGUS.

Dishonest Sales Practices

by [redacted] | July 26, 2012

Advertised cars no longer in inventory;

bait and switch sales tactics; more than willing to rip-off customers;

and Revdex.com rating is a F.

Scam!!!

by [redacted] | July 25, 2012

Dealer should be shut down! Bait and swich! Cars not at dealer That are listed

online! They write Fake reviews stay away!!!

Regards,

Review: I purchased a used [redacted] on 05/03/14 from this dealer and it's been a complete nightmare! I took the vehicle to [redacted] on 05/08 for an oil change and a complete inspection. I was given an extensive list of repairs that needed to be completed, one of which they did as it was a known warranty issue (front air suspension shocks leaking,all brake pads and rotors below standard,overdue transmission service,brake hydraulic flush needed,dirty engine air filter,l/f tire has an air bubble,tire pressure monitor malfunction,oil leak in the engine, transmission pan gasket leaking and p/s pump leak). After being told by the service manager that the vehicle was unsafe to be driven I immediately took it back to 21st Century with the documents listing the findings and left it there because the manager was off and no one else could assist me. I followed up the next day with the salesman because he was the only I could get on the phone, I was told they would take care of everything and contact me to pick up the vehicle. I picked up the car about a week later after calling several times to find out when the repairs would be complete. Upon pickup the tire sensor was still on and I was told it would come off after I drove for 25 miles and it seemed as though nothing was done because it still took a while to start and continued to shut off each time. I called the following day and was told to bring it back again which I did a few days later. After another week of poor customer service and communication I once again returned to pick up the vehicle. This time I closely inspected the repairs as well as requested a list of completed repairs before driving off. The tire sensor was still on and the same tire with the bubble was still on. They said they'd order the part and call me within 2 days to come back yet again. As I drove home I realized that the vehicle still had other sensors on and it still shook when I drove over 60 mph. No one has called me back!Desired Settlement: I just want the vehicle to repaired to bring it to a safe working manner. The temporary registration is also expired and they told me they'd pay the ticket if I receive one, however I'd much prefer to have the actual vehicle registration so I can complete the MVC inspection. I would also like to receive a call or email from someone at 21st Century letting me know when all of these issues will be resolved. I've been reaching out, but no one ever replies.

Business

Response:

The customer's complaint does not paint an accurate picture of the situation here. Multiple people in our organization have had conversations directly with this customer in an attempt to resolve this issue,including the original salesperson, his sales manager, our office manager, our DMV office staff, and ultimately our General Manager. As of today the customer refuses to bring the vehicle in for us to fix the Tire Pressure Monitoring System until she receives her vehicle registration and plates. The problem we are having is that we are unable to process her registration because she has not provided us with the proper documentation, despite our repeated requests to do so. Any customer that does not have a valid US drivers license must satisfy the state of NJ 6-points of proper ID requirements. Right now she does not meet those requirements, and the state of NJ will not register the vehicle. This has been made abundantly clear to her on several occasions. We may ultimately never be able to register the car for her if she is unable to do this. Moreover, the bank that financed the car loan for her may ultimately rescind their approval and repossess the vehicle if she is unable to provide proper documentation, as they require it also.Our position is that we will be happy to make whatever repairs are necessary to the vehicle, provided the customer allows us to do so. To this point she has not. Ultimately this may be a moot point, as her bank may not allow her to keep the car anyway, if she is unable to meet the State's identification requirements.I will save the "caveat emptor" section of my response, about buying non-certified pre-owned luxury cars for another time, as it may not end up as applying here.I believe this complaint should be dismissed since we are offering to do exactly what the customer is asking in her complaint.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I've been away on business for a while and hadn't realized that a response was required on my part, please pardon the delay. Based on the response from the business it seems as though they are going to continue to deny that they've refiised to assist me in making this vehicle "drivable". I called on June 17th, to bring to have the repair to the tire pressure monitor completed and was told that I would have to wait an additional week or two because their loan a car was out. I was initially promised that this pair would be completed on May 30th, I have text confirmation from the salesperson as well as a signed document from let Century to corroborate this. I drove there in person because I'd had enough excuses at that point! I met with [redacted] and explained that I no longer wanted this vehicle because I had given them several opportunities to make the necessary repairs to include the engine and transmission leaks, the power steering pump as well tire pressure monitor. They refuse to give me documentation of any repair and keep telling me that I purchased a used vehicle and what do I expect. They claim that they've replaced the power steering pump, however I can barely turn the steering wheel as it stiffens whenever I attempt to make a turn. I have no faith in their word that will fix or have fixed anything. There are many sensors on at this point and I'm stuck with this car that's almost completely unable to be driven. [redacted] offered to exchange the vehicle for another one and increase my monthly payment which isn't an option. They seem to have lost my mother's identification and could not register the vehicle without it. Somehow I don't think they would allow anyone to purchase a vehicle without proper identification, so their claim that I refuse to give the document is false. I've been inquiring about the registration status since June 4th and was told by

[redacted] that they'd take care of any tickets I get if I get pulled over because the temporary expiration had expired. I was only informed about the identification issue on June 17th which was my last time having any contact from the business. In addition to everything else, upon reviewing my contract I realized that they'd put a trade in of a vehicle as a down payment. I've never owned a Toyota Camry and therefore I did not trade one in! No one has called to try and resolve the matter. There has been no progress made and I'm just beyond frustrated at this point. All I want is a vehicle that is comparable to this one as a substitution or all these repairs to completed and warrantied. I have no problem providing the identification once again.

Best Regards, [redacted]

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Description: Auto Dealers - Used Cars

Address: 305 Route 22, Springfield, New Jersey, United States, 07081

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