Centennial Chrysler Jeep

Initial Business Response / [redacted] (1000, 6, 2015/10/24) */ I am writing in response to the consumer compliant for Ms [redacted] Ms [redacted] is the co-applicant on a loan that was originated in conjunction with [redacted] on February 21, In her complaint Ms [redacted] states that she was misled during the presentation of optional protection packages during her purchase processI pulled the file and have had an opportunity to review the documents along with interview the finance manager, [redacted] At the time of purchase the customers were presented a menu of optional products (attached) that could be added to protect their investmentIncluded in this menu, under preferred package, [redacted] gave them the option to purchase a vehicle protection package (service contract) with a platinum level of coverageI spoke to [redacted] as to why the line would be drawn on the pamphlet by the powertrain coverage and he stated that was to show that they are not getting the minimal amount of coverage, rather that they were getting the most comprehensive coverageAll of our finance managers are trained to offer the platinum coverage to make sure that the customer is completely protected from unforeseen mechanical failure The second option on the menu was a maintenance plan that the customer did not chooseOn our menu it is scratched out as the customer had declined that option The third option on the menu is the MAG windshield repair and replacementIt explains in brief that this coverage include the windshield, key replacement, dent and ding repair, and emergency roadside The final option on the menu is the road hazard tireIt also briefly describes the coverages Finally we wrote in the GAP cover under the list of options as the customer had already stated they wanted to add that to their protection package This menu of options shows two different payment options for a month payment and an month payment The primary applicant then signed the menu to accept these terms and the payment exactly matches the signed purchase orderThe purchase order itemizes all of the items and is signed by the both applicants in triplicate To ensure there is no confusion we also have the customer sign a delivery agreement (attached) which states that the dealer has presented all of the optional programs for which they may be eligibleIt states they are not required and they are non-cancelable except as outlined on the contractWe also have the customer sign a separate disclosure (attached) to state that the service contracts (which are the platinum coverage and the MAG) are non-cancelable unless the vehicle has been deemed a total loss or repossessionThis is also stated next on the contracts themselves (back of contract attached) If the customer would like to receive a refund for the cancelable options, road hazard protection or the GAP, we can process this cancellation immediatelyThe customer need to complete a cancellation request formI would be happy to email one directly the customer so I can ensure it is processed immediatelyThe service contract and MAG will not be cancelled Finally the customer stated that she had signed up for the bi-weekly payment planShe is welcome to cancel that at any timeThe actual charge for that is deducted from the interest savings that come with making a bi-weekly paymentThese are collected by Smart Payment Plan, the service provider, not by the dealership

The dealership has already been in contact with the customer regarding their desire to cancel the service contract and be refunded a pro-rated amount At the time of purchase it was explained that all of our service contracts are non-cancellable It is stated on the contract from JMA and to make certain that the customer does not misunderstand we also have them sign an addendum that clearly states that this is a non-cancellable policy Contrary to the customer's friends and family consensus this is the case with many contracts sold in the State of Colorado The dealer can not change the terms of the contract We must treat all of our customer's equally and within the confines of the signed contract No refund will be issued as this remains a non-cancellable coverage I have scanned into this response the copy of the contract, signed by the customer, stating that they understand the service contract may not be cancellable I have also scanned in the addendum where the customer acknowledges they have been advised that this coverage can not be refunded except in cases of repossession or total loss

I strongly disagree with the response, I don't feel we should have to pay further out of pocket to have what was to have been equipped with the vehicle which in nature is a safety feature, hands free calling and audio controls No there is not a written item about the stereo because your sales person was advised of the non working controls and your finance manager stated if we did not buy the expensive extended contract that our audio system would on be covered up to 60k and thats it We have paid 15k for this vehicle and I dont think that your dealership putting out 500$, or whatever the exaxt cost is, seems unfairThis issue has dragged on since January and is unacceptable Our experience with Centennial Jeep has pretty bad and would not of done business with Centennial if we had to do it over again We sincerely hope that you will stand behind your product and replace the stereo at your expense Once again your dealer sold us a vehicle with known recall which is illegal and your sales person claimed there were NO recallsThis recall was active in the database for months At this point we would like to hear back on a resolution to this issue to make this sale right after almost months Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

I would like our customer to know that if they are experiencing engine concerns to please contact our service department asap to schedule an appointmentAs far as the stereo replacement and warranty related concerns, we are experts in manufacturer warranty questions that pertain to our Chrysler and
Jeep brandWe strive to provide our customers with the most accurate information possible as it pertains to warranty related questions on non Chrysler/Jeep brandsIt looks as if my finance manager had accurate information regarding the manufacturers warranty from Kia when he was talking to our customer about other options for coverage available at the ***e they were finalizing their transactionHe went over the fact that the warranty for audio coverage was only available the first years or miles and he also pulled the in service date ( the date that the Kia was originally sold so he could provide accurate information regarding what coverage was still in effect ). We offered a service contract to our customer to provide additional coverage for a cost, as we do with all of our customers, but they declinedI would be willing to split the cost of a new stereo with our customer as a good will gesture

After reviewing the complaint, I had my business office retrieve the original documents from our storage facilityThe customer actually purchased this vehicle in May of I'm not sure that I have everything I need to respond effectively as the contract that I have, signed by the customers on
5/26/clearly states that they received a rebate in the form of down payment of exactly $The customer would certainly have a copy of this document as well but in the event they have misplaced their paperwork, I would be more than happy to provide them with another copy

Initial Business Response /* (1000, 6, 2015/10/24) */
I am writing in response to the consumer compliant for Ms. [redacted]. Ms. [redacted] is the co-applicant on a loan that was originated in conjunction with [redacted] on February 21, 2015.
In her complaint Ms. [redacted] states that she was...

misled during the presentation of optional protection packages during her purchase process. I pulled the file and have had an opportunity to review the documents along with interview the finance manager, [redacted].
At the time of purchase the customers were presented a menu of optional products (attached) that could be added to protect their investment. Included in this menu, under preferred package, [redacted] gave them the option to purchase a vehicle protection package (service contract) with a platinum level of coverage. I spoke to [redacted] as to why the line would be drawn on the pamphlet by the powertrain coverage and he stated that was to show that they are not getting the minimal amount of coverage, rather that they were getting the most comprehensive coverage. All of our finance managers are trained to offer the platinum coverage to make sure that the customer is completely protected from unforeseen mechanical failure.
The second option on the menu was a maintenance plan that the customer did not choose. On our menu it is scratched out as the customer had declined that option.
The third option on the menu is the MAG windshield repair and replacement. It explains in brief that this coverage include the windshield, key replacement, dent and ding repair, and emergency roadside.
The final option on the menu is the road hazard tire. It also briefly describes the coverages.
Finally we wrote in the GAP cover under the list of options as the customer had already stated they wanted to add that to their protection package.
This menu of options shows two different payment options for a 78 month payment and an 84 month payment.
The primary applicant then signed the menu to accept these terms and the payment exactly matches the signed purchase order. The purchase order itemizes all of the items and is signed by the both applicants in triplicate.
To ensure there is no confusion we also have the customer sign a delivery agreement (attached) which states that the dealer has presented all of the optional programs for which they may be eligible. It states they are not required and they are non-cancelable except as outlined on the contract. We also have the customer sign a separate disclosure (attached) to state that the service contracts (which are the platinum coverage and the MAG) are non-cancelable unless the vehicle has been deemed a total loss or repossession. This is also stated next on the contracts themselves (back of contract attached).
If the customer would like to receive a refund for the cancelable options, road hazard protection or the GAP, we can process this cancellation immediately. The customer need to complete a cancellation request form. I would be happy to email one directly the customer so I can ensure it is processed immediately. The service contract and MAG will not be cancelled.
Finally the customer stated that she had signed up for the bi-weekly payment plan. She is welcome to cancel that at any time. The actual charge for that is deducted from the interest savings that come with making a bi-weekly payment. These are collected by Smart Payment Plan, the service provider, not by the dealership.

Initial Business Response /* (1000, 5, 2015/11/28) */
This case has been resolved directly with Mr. [redacted]. We have processed the refund of $2760.67 to his lien holder. This is the sum of the warranty and the gap less the Colorado Springs city taxes that we had to collect on behalf of El Paso...

county. I have provided Mr. [redacted] with a copy of the check and the itemization.

Initial Business Response /* (1000, 9, 2015/11/11) */
I would like to apologize for the delayed response as I was out of town.
In response to this complaint, on our website most of our new vehicle inventory is priced with a discount. It discloses the MSRP of the vehicle, below the MSRP it says...

Dealer Discount* with an asterisk. When you click on the vehicle of interest, the disclosure for this asterisk is below the Detailed Pricing which states verbatim, "Note valid on previous purchases or ad units. Prices valid only in our internet department. O% APR in lieu of rebates. Dealer retains all applicable rebates on discounted prices. (After this sentence, our font changes to a bold type and continues with) You must qualify for all factory rebates that may include Returning Chrysler Lessee, TDM offers, Military, Conquest Lease, Lease Cash & may have to finance or lease through Chrysler Capital or [redacted]. (Then the font changes back to normal and says) See internet Department for details.
It seems the potential customer that complained picked up on a general disclosure at the very bottom of the web page but the disclosure for Dealer Discount* is present below the Detailed Pricing.
Our intent is to provide the customer with the best way to save the most money. As factory incentives change, so does our overall discounts. They happened to be offering a large rebate (discount) if the customer Leased the vehicle through [redacted]. The customer does in fact receive all discounts and can turn around in 30 days and purchase the vehicle from [redacted] and discontinue the lease without penalty. We have had numerous customers take advantage of the incentives and savings this opportunity provides.
Based on our disclosers, I don't feel the customers desired resolution to be valid or appropriate.

My offer to split the cost of a stereo replacement is still available. The customers claim that he has paperwork from the sale that states we provide warranty coverage for 90 days with 100% of parts and labor is true to some extent. The claim being made that it is for ANY repair is untrue. The warranty coverage we provide is limited in nature but clearly states what is covered for the first 90 days. It is for engine, transmission etc. I will gladly help with what I feel we are responsible for as long as the customer can provide to me in writing that we were to fix a stereo. I am confident that there is nothing in writing but felt the right thing to do was to offer to pay for half of the cost to replace the stereo as a good will gesture.

The dealership has already been in contact with the customer regarding their desire to cancel the service contract and be refunded a pro-rated amount.  At the time of purchase it was explained that all of our service contracts are non-cancellable.  It is stated on the contract from JMA and...

to make certain that the customer does not misunderstand we also have them sign an addendum that clearly states that this is a non-cancellable policy.  Contrary to the customer's friends and family consensus this is the case with many contracts sold in the State of Colorado.  The dealer can not change the terms of the contract.  We must treat all of our customer's equally and within the confines of the signed contract.  No refund will be issued as this remains a non-cancellable coverage.  I have scanned into this response the copy of the contract, signed by the customer, stating that they understand the service contract may not be cancellable.  I have also scanned in the addendum where the customer acknowledges they have been advised that this coverage can not be refunded except in cases of repossession or total loss.

I strongly disagree with the response, I don't feel we should have to pay further out of pocket to have what was to have been equipped with the vehicle which in nature is a safety feature,  hands free calling and audio controls.  No there is not a written item about the stereo because your sales person was advised of the non working controls and your finance manager stated if we did not buy the expensive extended contract that our audio system would on be covered up to 60k and thats it.  We have paid 15k for this vehicle and I dont think that your dealership putting out 500$,  or whatever the exaxt cost is,  seems unfair. This issue has dragged on since January and is unacceptable.  Our experience with Centennial Jeep has pretty bad and would not of done business with Centennial if we had to do it over again.  We sincerely hope that you will stand behind your product and replace the stereo at your expense.  Once again your dealer sold us a vehicle with known recall which is illegal and your sales person claimed there were NO recalls. This recall was active in the database for 6 months.  At this point we would like to hear back on a resolution to this issue to make this sale right after almost 4 months.  
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]