Autonation Chrysler Dodge Jeep Ram

First let me apologize for the experience and lack of communication with our company and teamWe issued you the policy you referred to in the complaint on Sept Mr [redacted] issued a policy good for years and rather than as we felt so terrible about your experienceWhen you resigned your paperwork you signed the form where we gave you the free services over a term of years rather than the yearsWe gave you a copy at that time but I will attempt to attach a copy of the form to this complaintIf I am unable to attach a copy of the form I will have a copy mailed to youThe Af=greement # is [redacted] it is an AutoNation VCP for STK # [redacted]

I am looking into her complaint and pulling service filesI will follow up with the customer after I find the FACTS

It is not the intention of this dealership to offend anyone nor to argue what one may feel is wrong vs what one may feel is acceptable.We value all of our customers and our potential customers.We received a unrealistic offer for a vehicle and tried to invite the customer in to present her offerWhen she declined our internet employeesaw a opportunity to make something workOffer for the customer to come in and work something outAgain asking the potential customer to meet with one of the two managers in that departmentThere was never a solid acceptance of the offer but merely a statement offering aopinion that something could be worked outWe do not accept offers over the Internet or the phoneAll offers have to be approved by a managerWe suggest that our customers come in and make their offersBetter than 70% do just that.I would like to clear up what I stated in our first responseMs [redacted] 's company does receive special discounts on new vehicles but if you read our first response we also offer them " additional savings" on used vehicles that may not be available to everyoneWe our very sorry if we offended Ms [redacted] in anyway in our first responseI guess there is not a nice way to say a unrealistic offer such as what was made, that raises a RED FLAG to our personnel, is not often easy to deal with without making someone mad or feel offendedWiththat said the vehicle has been sold for $9,above the offer of the original $8,offerWe received market value and that's all we could ask forWe shopped the same vehicle to see how rediculous our asking price was and we found that it fell right in the average of what everyone else was asking for their vehicle with about the same miles.Our apologies again if we offended anyone

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10772887, and have determined that this does not resolve my dispute Please enter your reason(s) for rejecting the business response below Regards, [redacted] First I do not appreciate [redacted] trying to assassinate my characterI was not strolling for a slip up on his business behalfSecond I use a short version of my name and the incorrect number because when you do go on the internet and give your correct number they continue to call and callIf my offer was so darn crazy why would his employee tell me in writing that the deal is workableAlso in regards to what his company would lose or what they paid for is not my concernI presented a offer that does not mean they are required to take itBut of course he is trying to dismiss his business shady anticsIf it was so crazy I should not have been lead to believe that the deal was workable and my time wastedSecond, I provided the information that I work for a finance company so what does my company discount on new cars have to do with this issueI did not come to buy the car on my company behalf but a personal purchaseThis dealership misleads the customers and try to do anything to get a saleDo I need to publish the emails on social media and to the public and see if the public will agree that I was misleadHis response is all he say she sayI have hard proof so I am not understanding his responseIs this how this deanship does business and just dismiss their customersI have had a issue with this same dealership before so this is not their first time screwing me overI went into the dealership in and I made it clear that I was not going to purchase a unit just wanted to start looking and was wondering about what range apr I would getThe salesmen asked me to fill out a applicationI said no cause I don't want to apply for a car and didn't want my credit ranIn front of witness he said oh no its a soft pullThis was before I worked for finance company so I did not know any betterA week later I get a notification from my credit that it was a hard pullI call tot eh dealership mad and anger that I was lied to and nothing was doneI will not let this second time go unfixed

Dear Revdex.com, We did take Dodge Dakota into our service department for Mr [redacted] approximately months agoAt that time the truck was running very rough and the diagnostic revealed the engine block was warpedWe did work on the truck months prior and replace cooling system components and those repairs were never questioned and still hold as repaired currentlyThe warping is a direct cause of over-heating and not previous repairs We offered him options to replace/repair engine, new motor, remanufactured motor, and a used motorHe declined those repairs and left the truck on our lot for the last months We have offered to refund all money spent with AutoNation including the cooling repairsWe also will put the engine back in the condition that it came to us, it had to be torn down for diagnosis The total amount offer to refund is the original $1,and then waive the current bill of approximately $2, This offer makes him whole from any money ever spent with AutoNationWe also will be giving him back his truck in the condition he gave it to us as the wrapping of the engine was not reflective of anything we have done Thanks, [redacted] General Manager

Mr [redacted] did not purchased his Jeep from a AutoNation or another new car or Jeep dealership but rather from a used vehicle dealershipThis does not impact the warranty provided by the manufacturerWhen presented to us we inspected the vehicle and found no apparent problem other than a lack of oilThis indicated a failure to monitor oil level through checking with the dip stickMr [redacted] complained of excessive oil usage and we performed industry standard oil consumption tests multiple times finding no problems or excessive consumptionHad we found a problem the dealership would have bore no liability and would have frankly profited from the additional mechanical repair workIt is unfortunate he is unhappy with the vehicle but a dealership would bear no liability to repurchase this vehicleThat said we would be delighted, if Mr [redacted] feels as though this vehicle is not going to be a vehicle he can trust to meet his daily transportation needs, to assist him in trading into a different vehicle

Ms [redacted] , This issue has been settledThe [redacted] have been visiting with my Service Manager [redacted] prior to receiving this notice and we got the issue fixed under “goodwill’ with ChryslerThey picked their car up yesterday and seemed just fine when they leftPlease let me know if you have any other questions concerning this issueThank you, [redacted] General Manager

Mr [redacted] I am very sorry for your experience while in our storeI did make it a point to speak with the many people involved in trying to put a car deal togetherfor you I also looked at the different write ups that were done and also the individual interest rate change that took placeI viewed each document so that I could better understand what we were actually trying to do What I initially found was that we had vehicles miss-priced on the internet that caused a lot of issues for everyone involved It is a shame that we could not earn your business but the mistakes due to the change of ownership and advertising clearlyhindered thatThe vehicle has SOLD but had the correction been don't like it was days ago we at least would of lived up to your expectationsWe have notified our Corporate IT department that the pricing according to you has gone wrong again., 29K - 46K -32K I do not pretend to know what has taken place with the pricing tool of our system but I can assure you NONE OF THIS was in any way done deliberately to mislead or entice someone to buy

Repair order # *** dated 9/12/14.The vehicle was driven 162miles by one of our Chrysler Master TechniciansDuring this road test we were unable to verify a problem with
the vehicle stallingIn addition to driving the vehicle our technician checked the vehicle several days while idling in the shop

Mr*** if you read my response carefully I indeed did say that it was against the law to cut you a check back from the proceeds of a loan however if you read on I said that they can do what ever you want with your equity as that is your money not the banks.Here is what we have we have a Jeep that has a list price with all the dealer adds (conversion) around $46,We have offered you the Jeep for approx$42,Plus tax and you would get a check cut back to you for your remaining equity after your trade has been paid off and your new deal is fundedIf you elect to use all $17k of your trade appraisal in the deal then the purchase price is around $36kThe Jeep can not be sold with all the adds on it for the mistakable price of $29kWe have tried to offer $2,more for the trade, discount money off of the top of the deal to help and we aren't getting anywhereWe have admitted to a mistake that we were trying to fixNo one makes a $17k mistake on purpose Especially since all of our conversion vehicles showed up mis-priced on the websites and the rest ours correctI am sure anyone who saw the crazy low price would say I am going to make the dealer sell it to me for that priceIn our not so perfect world we are trying to make this right the best we can, but if we make a mistake we are the first to admit it

As I read through the response given from the
representative from AutoNation Dodge& Jeep at no time did anyone of their
sales staff or managers indicate to me that they couldn’t give equity back on a
trade and on numerous occasions went over the aspects of the deal to confirm
what needed to happen once in financeAs it states in the response, “It is
against the law for a dealer to cut a check back to a customer from loan
proceeds’” however the sales staff as well as business managers confirmed that
this transaction could happenThe business manager indicated that the way it
would happen would be that the dealership would send the total amount of my
trade to the lien holder and then the lien holder would give me back the
overageIf in fact this isn’t the case why would your sales staff as well as
business manager say this? I agreed to this and proceeded with the purchase of
the vehicle under that agreed upon dealOnce in finance the parameters of the
deal began to change with them first coming back with a ridicules interest rate
and once we agreed to that rate than disappearing and coming back saying they
got the interest rate nearly cut in halfI still wanted to go forward with the
deal, however, the deal changed where AutoNation would take the equity of my
trade and the lien on my trade would have been paid offThey accomplished this
by raising the price of the vehicle and adding discounts and other things so
that the number would read the agreed upon price, however, the deal never
included the equity in my tradeAt no
time did I agree to this and it was obvious that this attempt was trying to
save AutoNation some of the loss that the dealership would have taken on the
vehicle if sold at the original agreed upon priceI stood firm on the original
offer agreed upon before entering into finance and once they felt that I wouldn’t
back away from that the deal while in finance, the business manger walked away
from the deal
I understand that a changeover of this magnitude can
create confusion upon staff and I negotiated a deal that a sales manager agreed
upon but quickly backed out of the deal when they knew that they wouldn’t be
able to manipulate my trade equity into the deal so that they wouldn’t take
such a hit on the vehicleIf you couldn’t do the deal you shouldn’t make a
deal and waste hours of my time going back forthTry having some honesty and integrity
in your business practices and be forth coming as to what it would take to make
this deal and not agreeing on a deal then later trying to back out of it when
you can’t manipulate a customer into giving in to your altered deal
As to your concern over why the car deal didn’t
happen let me shade some light on thatYour sales staff as well as business
manager failed to honor the deal made and used deceptive tactics to try and
manipulate customers into believing that the original deal was being honored, however,
this wasn’t the caseI saw the same jeep advertised on your website days after
you allegedly removed it so to me that breathes volumes as to the type of organization
that you truly areI not only pointed the mistake on this vehicle, but
numerous others that could have created a similar problem for your organization
but instead of honoring the deal you used many different ways to get me to walk
away but in the end you had toAny and all social media comments that I have
made are in light of the one and only experience I have had with your
organization and it’s my hopes that people be mindful of what your organization
stands for and how bad it reflects the AutoNation name
:

I indeed reed your response in death and I
understand what you are communicating to me, however, I guess I am not making
myself crystal clear so let me lay it out for youThe deal that was agreed
upon was $36k for the Jeep out the door and your dealership would match my
CarMax offer of $for my tradeThat $of it would be put towards an
outstanding lien I had on my truck and the remaining I would take for equity
Your staff explained this process as much, the whole amount of the trade ($17)
would be sent over to the lien holder ($7) would be put towards the lien and
then the lien holder would be responsible to paying back the balance amount
($9)At no time was the equity discussed in the deal and frankly whoever is
giving you your information is not telling the whole truth about the perimeters
of the dealSince I have no reason to lie about this and frankly you lost any
business I would ever give your company, I am doing this as a way for your
company to fix the internal problems you may have in your sales staff
Additionally, I received a phone call after we left the dealership from another
sales manager offering me the same Jeep at $with full amount of equity in my
trade going back to meI understand you are trying to save face with your
dealership making it seem that I was the one that messed this deal up, however;
once again maybe you should do a little more research into the deal to see what
types things were discussed and agreed upon before assuming that your sales
staff upheld their end of thisI will make sure that other consumers don’t get
tricked into the same problem I faced with your organization and by the way you
currently have the same Jeep I was interested in buying on your website for
$32,So is this once again a misprice or just your dealerships way of
getting someone in the door to reveal to them the actual price of the JeepThe
more I learn about your dealership the more questionable things that I see

Ms*** is in most part correctAfter listening to all the phone calls that were in fact recorded, and reading all the correspondence there are a few things that did not take placeIn order to actually process a deposit on a vehicle, which by the way is not an every day practice with our
store, we would of had to reach an agreement on the trade valueWe do not do this mostly in part because any trade evaluation of an vehicle out of state would have to be done in personYes we can offer an idea of it's value to us but we would not even honor that until the vehicle was viewed in person*** was told this prior to *** *** calling to try and explain the vehicle could not be held with a deposit and that the purchase certainly could not be agreed upon until in fact the Used Car manager could view the trade vehicleEven though Ms*** believes every car dealer does it her way that is not trueThis dealership has had many out of state customers over the years and many that wanted to do it her wayWhy don't we do that way.......well I will explainUsually an out of state purchase requires many phone calls and emailsLots of time is involved in putting this togetherWe have to verify the rebates that are available to the customer in the area he or she lives inWe have to obtain the tax percentage for Sales Tax in the state where the customer livesThen most importantly if there is a trade, we have to see itOften when a customer describes a vehicle to us they leave out past history or describe the vehicles condition to be in their words much better than what it may appraise forWe would most certainly honor any selling price quote that we gave in writing in order to sell a vehicle, plus tax, tile and licensing fee'sSo with that said what we agreed to sell the vehicle for with Ms***s father will standTexas is one of the largest if not the largest truck market in the U.SSo as you can see their state may have different evaluations of value on trades and higher prices for purchasesMost customers from out of state call us for pricing and trade evaluations then take that to their local dealer and ask them to match the dealWe know this and that is why we have a processWe even have a similar process in place for local salesI don't even think a day goes by where a local customer comes by just to see if we will match a nother local dealers priceIf we do then it usually comes down to the trade in, if any

Complaint: ***
I am rejecting this response because: The vehicle in Spring is not sold and never was. In fact, I called to verify after I left Autonation in NRH on Friday afternoon and the vehicle was still in stock (in fact, it still is as of 11/13/at 10:a.m.). How do I know this, because I have communicated with *** *** and Jose from the Autonation in Spring who have physically confirmed the car is still on the lot.I stand by my original complaint of questionable business practices, incompetence or a combination of the two
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my dispute
Please enter your reason(s) for rejecting the business response below
Regards,
*** ***
I asked the dealership on several occasions to produce something in writing that allowed them to use this repair method on my vehicleNothing has been presented to me to allow this type of repairI asked *** *** severaltimes if he had any type of Service Bulletin that would allow this type of repair on my vehicleHis response was thatHis dealership uses Bundle Ties (zip ties) to fix a multitude of customer issues that present themselvesThe fact thatthis dealership has a so called expert in the area of XSMN work is greatProblem is that a Bundle Tie was used as a partof the repair in question and my vehicle is currently stuck in ParkIf it's OK to deviate from the Service Manual the way they didShow it to me in writing!It was also not explained in detail to me how they would repair my vehicle after their initial inspection! I would not haveagreed to this type of repair had I known how they planned on repairing it!

What I will do is provide the e-mail thread between me and a sales rep to the Attorney General and Chrysler & Dodge headquarters. [redacted] keeps saying how unacceptable the offer was but his employee accepted that and if he just said that to get me in the dealership after I told him I do not want to waste my time on the dealership time if the offer is not accepted, that is shady behaviors. I am a customer not an employee in his accounting department that I need to determine if a deal is acceptable or not. It was a CASH offer that was NOT declined by anyone but accepted by his sales rep. Also, my company discount is not up for debate because I did not try to use it nor am I required. He should focus on the training of his internet sales person not to accept offers in writing. For [redacted] to to say he shopped around the offer it puzzles me because if it was matched would he had honored it? No , he is just deflecting by not taking responsibility.  
Regards,
[redacted]

First let me apologize for the experience and lack of communication with our company and team. We issued you the policy you referred to in the complaint on Sept 22 2017. Mr. [redacted] issued a policy good for 5 years and rather than 2 as we felt so terrible about your experience. When you...

resigned your paperwork you signed the form where we gave you the 8 free services over a term of 5 years rather than the 2 years. We gave you a copy at that time but I will attempt to attach a copy of the form to this complaint. If I am unable to attach a copy of the form I will have a copy mailed to you. The Af=greement # is [redacted] it is an AutoNation VCP for STK # [redacted]

Ms. [redacted], This issue has been settled. The [redacted] have been visiting with my Service Manager [redacted] prior to receiving this notice and we got the issue fixed under “goodwill’ with Chrysler. They picked their car up yesterday and seemed just fine when they left. Please let me...

know if you have any other questions concerning this issue. Thank you, [redacted] General Manager

It is not the intention of this dealership to offend anyone nor to argue what one may feel is wrong vs what one may feel is acceptable.We value all of our customers and our potential customers.We received a unrealistic offer for a vehicle and tried to invite the customer in to present her offer. When she declined our internet employeesaw a opportunity to make something work. Offer for the customer to come in and work something out. Again asking the potential customer to meet with one of the two managers in that department. There was never a solid acceptance of the offer but merely a statement offering aopinion that something could be worked out. We do not accept offers over the Internet or the phone. All offers have to be approved by a manager. We suggest that our customers come in and make their offers. Better than 70% do just that.I would like to clear up what I stated in our first response. Ms. [redacted]'s company does receive special discounts on new vehicles but if you read our first response we also offer them " additional savings" on used vehicles that may not be available to everyone. We our very sorry if we offended Ms. [redacted] in anyway in our first response. I guess there is not a nice way to say a unrealistic offer such as what was made, that raises a RED FLAG to our personnel, is not often easy to deal with without making someone mad or feel offended. Withthat said the vehicle has been sold for $9,000 above the offer of the original $8,000 offer. We received market value and that's all we could ask for. We shopped the same vehicle to see how rediculous our asking price was and we found that it fell right in the average of what everyone else was asking for their vehicle with about the same miles.Our apologies again if we offended anyone.

We dropped the ball here during a dealership leadership change but are correcting the situation. We have contacted the customer to resolve the situation and have apologized for the poor initial response.