Chuck Van Horn Chrysler Dodge Jeep Ram

Our Vice President [redacted] has been trying to connect with you. Please give him a call directly at [redacted] if you haven't already spoken with him.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The only deal I will take at this time is either an even trade for my Durango and the MKX (that I found because of course Van Horn is of no help on anything!)  Or I will pay $23700 everything included and Van Horn does a write off for the remainder because that is what I have lost thus far in this awful experience they have put me in!  I already have financing so I wouldn't even need them to assist with that, not that I'd expect them to help because they are terrible in service.  This has been the worst experience entirely.  I would not be in this position if they would have been upfront when we purchased this suv from them.  I will make sure I make that clear to all customers of Van Horn moving forward.  I also am seeking guidance from an attorney, yes I know the paperwork I have from the Durango but I also know it was not made clear to us what this compromised title has done.  When we purchased the Durango it was sold to us as an advantage not that it would cause issues in the future.  This is unethical business and the way I've been treated is clearly the proof of your tactics.  
Regards,
[redacted]

We purchased a 2013 Dodge Dart. [redacted] was our sales person. He was very incompetent & the Sales Manager [redacted] saved the sale. [redacted] had the wrong pay off amount for our trade in. He called to tell us we could come out to pick up the car & then after a 45 min. drive he says "it's not going to work out." [redacted] ended up getting it to work out. After we signed for the car we couldn't take it home because the check engine light was on. They said they would take care of it. We had to come out the next day to pick it up. After pick up the check engine light went on again. We contacted [redacted] and told him this was suppose to be taken care of. He said they would look at the car but there would be a charge because it was not under a power train warranty. We had to replace the ignition coil because it wouldn't start. I have emailed and left NUMEROUS voice mails for [redacted] (Finance Manager), [redacted] and have not gotten a response. We wanted to return the vehicle but no one will respond. The woman from the main office said the dealership needed to handle that. The headlights (both) burned out. The bolts & lug nuts are stripped, the car is over boosting and the engine light is still on. NO RESPONSE FROM VAN HORN.

Review: I bought a 2012 Chevy Cruze from Van Horn Dodge on December 8,2012. At the time of sale I was told the car did have air bag deployment but the accident that it was in not major at all. All that was needed was a new bumper and that it was a clean title with no frame damage and no branded title. On July 17, 2013 I went to a different car dealership to trade the car in and found out that the car does have a branded title and the car is worthless. In other words the car I bought was a lemon as the car salesman told me. I called Van Horn Dodge right away and denied that the title was branded and right away offered me a new car. I told them I didnt want that car they offered me. On July 18, 2013 the car dealership called back and said they wanted $1000 dollars and they would wipe the slate clean. I said no. I told him that he sold be a lemon and the car was worthless. He kept saying that to him the car was worth $14,000 but he relizes that noone eles would pay that kind of money for and then never denied that he sold me a lemon or the car was branded. He even offered to fix the frame damage. I told him I wanted a new car because he lied to me and I do not want a car with frame damage. He never denied that. I just said he is willing to fix the stituation with the new car if I paid $1000. He didnt care about the safety of my family.Desired Settlement: 2013 SUV with 3 rows of seating.

or $40,000

Business

Response:

[redacted],

I have reviewed the paperwork that you signed at time of

delivery and I have attached the documents you signed indicating frame

damage. I have also included a copy of

the title to show it does not have a brand.

The frame has been inspected and the damage it had is repaired and the

vehicle is structurally sound. The offer

I made to make repairs was on the clunk you had mentioned in the front

end. As far as the 1,000 down for the

new car, it is based on what the bank requires per your credit score. We would be happy to give you 14,000 for the

car in trade. I think that is a

reasonable offer based on the purchase price of 15999 and your 8 months of

ownership. I can't speak for any other

dealership and why they would not give you a value for the trade. We would like to earn your business again and

get you a car that better suits your family.

Thank you,

General Manager

Consumer

Response:

Our experience from beginning to end was spectacular. Starting with our salesman [redacted] who went above and beyond to find what we were looking for (my other 1/2 is VERY particular). He was patient and easy to get along with. The amazing deal we got from [redacted] knocked us out of our chair, he worked an awesome miracle. And small world living 4 hours away running into a familiar face ([redacted]) made the experience even more comfortable. We are so very impressed with this company we will definately be coming back for future purchases and try our best to send new customers this way. Coming from a smaller community where customer service isnt something we get to enjoy also made this experience perfect. Everyone has a smile on their face and is willing to help in anyway possible. AMAZINGLY AWESOME!!!!

Review: I purchased a 2012 Chrysler 200, from Van Horn Chrysler Dodge Ram in Plymouth Wi. I was never told that the car had been in a "MAJOR" accident and that it had major structural damage. And that the airbag was never secure/bolted to the car. I was never given a Carfax. This contract should been null and viod. I had to spend $3,000 plus out of my pocket because Van Horn wouldn't take responsibilities for their "MORAL" and "LEGAL" obligations to repair damages that was done to this vehicle by a previous owner.God forbid if my children would have been in an accident and the airbag didn't deplore because it wasn't bolted down. This would be a differ matter. I found out all these unsafe issues when I took the Chrysler 200 to another Chrysler dealership.What are my legal options to recovery my out of pocket expenses because Van Horn sold me a unsafe/towed vehicle.Desired Settlement: $3,000 refund. And to have another Chrysler dealership to make all other repairs that was recommended by a different dealership because of the structural damge from the previous owner accident. Which should have been taken car of before selling this "LEMON" to my family. I don't trust Van Horn at this point to do any further repairs on this vehicle.

Business

Response:

[redacted],Please see the attached documents. I believe we did disclose the accident to you before the sale. Could you supply me with a estimate of repairs needed? I would like to help.Thank you,[redacted]General Manager

Review: on 5/14/12 my wife and I bought a vehicle from van horn dodge with good intentions of a good deal all papers signed financing done we drove away. about 18 months later I was having service done to it at a local dealer when a sales person approached me about possibly trading so we talked and that's when I found out I was ripped off by van horn. van horn knowingly and without hesitation sold me a vehicle for a price of $21,000.00 that was only worth $6,000.00 N.A.D.A Book value because it was a manufacture buy back lemon law vehicle I signed the discloser how ever I was not aware for that reason it dropped the value that much. the deal never should have gone threw the finance company due to there stipulation they do not finance those types of vehicles when I found out this mess I contacted them and they investigated and found the copy of the discloser I signed was not included in the request for financing. after talking to the finance company a number of times I was told by them that I had to go after van horn to try to right the wrong. after many times talking to the GM at van horn and coming up with some options to include finding a local dealer here 4 and a half hours away from van horn dodge they would give that dealer $12,000.00 for it when I got close to a deal with another dealer the GM would add more stipulations making the dealer back out of the deal adding to my frustration I was told by the GM he would trade it up there with me for book value basically telling me I have to buy from van horn or i'll be stuck with it. how do you trust a dealer to do right when the were willing to charge my wife and I 3 times the value of the vehicle knowing it wasn't worth what we agreed to for a price and to delibritly keep that information from the finance company in my opinion that's defrauding a financial institution and at this point I just cant bring my self to trust van horn to do right van horn needs to step up and right this wrong they created so I have the knolage the vehicle is worth the price.Desired Settlement: I feel van horn should come take the suv back and deliver to me a 4x4 suv or 4x4 4 door pickup 2009 or newer with all fees, taxes, and licencing paid in full by van horn at time of delivery. with the same milage that was on the suv at the time of purchase 57,000 miles and van horn set it right with the finance company so my payments do not go up and I only have to continue to pay my current payment amount on my current balance of the loan I should not have to travel there to right there wrong.

Business

Response:

Review: My wife and I recently purchased a vehicle at Van Horn Dodge. Experience purchasing the vehicle was fairly pleasant the salesman was very nice and dealing with the sales manager OK as well. However there were some things that were not pointed out to us in regards to the vehicle we were purchasing that would have definitely impacted our purchase and price.

First let me start by saying my wife and I were there with our three children who are on the younger side of things - so it was a little challenging to pay attention to detail as far as all of the cosmetics of the car.

It seemed a little odd to me that such a great vehicle had been sitting in the lot for such a long time. In the end I think I found the reason - the reason may be that the front bumper needs very expensive body work. This was never disclosed to us - or brought up. Now the question i'm asking myself is why would I spend close to 27 thousand dollars with taxes-interest and fees on a vehicle that I need to turn around and take to a body shop for serious work.

This is a terrible practice and experience - the dealership did show us a carfax that stated the vehicle was in no accident. One could argue that based on the damage on the bottom left corner of the bumper the vehicle was in some sort of collision - it just wasn't reported. I feel that we were not treated with the respect and integrity that we deserve as a consumer. Especially one spending in close to 30 thousand dollars at your establishment. Wehn we contacted the dealership their

On top of all of this I found a 2 and a inch scratch on the lift gate about 1 inch thick to which I was told I'm sure auto zone sells the paint for you to patch that up. ( not such a big deal) The body work needed in the front is a major deal - I would have definitely gotten that considered into my final deal price - I have a feeling that is the reason it wasn't disclosed to me. Not to mention that collisions of that sort can lead to other major vehicle issues not present at the moment.Desired Settlement: I would like for the damage to be repaired by the dealership I purchased the vehicle from and also full proper inspection by a ford certified dealer to make certain we don't have any future issues as result of the damage from the collision that wasn't disclosed to us. I also hope that this never happens to any other consumer in the future - this lacks integrity and honesty. I hope we can make this right.

Business

Response:

I would be happy to repair the bumper for you. Please contact me at [redacted]

Review: I went to Van Horn to purchase a vehicle after they had been calling me asking if I was interested in trading in my vehicle because they required used vehicles for their inventory or if I would let them refinance my existing loan. After a few days I decided that I would give them a try to see what they can come up with. I called them back and asked for the individual that had contacted me and then completed a credit app.. After some time had passed they never returned my call so I thought that I would follow up, when I did they told me that the individual was no longer with the company. Then stated that they would have to run my credit app again to see what was available, I found it odd that they would run a credit app and never follow up since this is an act that impacts the score of the individual since they run it out to several companies at once.

After they got back to me I went in and we did find a truck that I liked, which they soon disclosed that it was a lemon buy back due to a check engine light. They stated that the computer on the truck had been replaced along with a wiring harness and there is no further worries about this specific problem. I bought the vehicle and with in 2 days the check engine light has come on along with several other sensors going off stating exhaust and tire problems. I took the vehicle back and the service department had the vehicle all day while I patiently waited with no resolution. Once they had told me my truck was ready they stated there was nothing that they can do at that moment, they said they fixed the tire sensor issue and for the remainder they would order a new wiring harness and then call me to repair the truck. When I left the tire sensor issue had can back with in a few miles and was erratic worse than before so, I spoke with the sales man that sold me my truck and told him it seems like they are repeating history and not actually resolving the issue. I told him I lacked confidence in the fact that the problem was ever found and if that was the case I would like to consider working something out vs. going through litigation. They then said absolutely they believe the truck is uncorrectable and would like to consider buying it back so that I could purchase a different vehicle and then asked me to come in.

When I went to the dealership I sat there for several hours while they drive my vehicle and ran my credit app., after several hours they came in and said there is no problem with financing and they will get the car that I am interested in but before that the sales manager would like to talk to me about my trade. He first asked me what I am looking for and I explained that when I traded in my car I received $3000 equity that was applied to my purchase and also the last couple months of payments that I had incurred on this truck plus interest for a problem that was represented as resolved and had it not been I would not have purchased the vehicle. At this point I have had the vehicle for only 5 months and everyday with the exception of one the vehicle has had this issues, which again they falsely represented was fixed and they were fully aware of its existence, so he then came to me a said he would give me $1500 off a new car and assume the loan value of the truck. I explained to him I had a lot more invested in this and basically I would be taking just shy of $8000 in the shorts. He then said ok I will get your keys there is nothing we can do for you. He also then stated that I could not sue them because they had me sign a arbitration waiver at purchase so good, luck. I thought that when I was working with them on this manner they would be negotiating in good faith, but it is clear now they are not and nor do they care about their customers. This is the 6th vehicle my wife and I have purchased from them and will be the last, not to mention the referrals that we have sent them in which now will be in another direction.

So to this day they have not negotiated in good faith, my truck is still broken and they are awaiting parts to repeat history with the same part replacements. There attitude is not customer service nor are their practices which is false advertisement! They also to this day have misrepresented the condition of the vehicle which enticed me into the purchase. I do not think I can drive my truck because it might break and the warning says exhaust system 100% failure. It has stalled a few times in which I did tell them and they offered nothing but drive it and we will call you. I find it amazing that this is the customer service anyone would receive, let alone the fact that I spent over $30,000 on this truck and not to mention that last 5 vehicles my wife and I bought from the Van Horn dealerships in Sheboygan and Plymouth.Desired Settlement: Trade the vehicle back and compensate me for the equity and financial expenses incurred with the purchase based on the misrepresentation (purchasing it back at a cost less than it was purchased for 5 months ago is not acceptable). Or fix the vehicle the truck in a timely manner compensate me for my roundtrips of over an hour each trip and if the repair is extended provide me a loaned to ensure I have transportation, this is just common sense.

Business

Response:

[redacted],

Review: On October 2nd was searching internet for Jeep Cherokee Limited and links led to Van Horn Chrysler-dodge-jeep-ram dealership in Plymouth, WI. Drop window drops and start live chat with associate name [redacted]. After few chats I received 3 lower priced 2014 jeeps cherokee limited in which was really interested and provide my phone number and my email address. Next day 10/3/14 we resumed conversation with other associate name [redacted] and later that day over the phone conversation we agree for my test drive next morning. Also [redacted] promised to call me first thing in the morning if something changes. Early in the morning with my wife we get on the road. After more than 2 hours drive and 100 miles on my car we reach our destination. Walk inside to meet [redacted] around 10 am. She introduce her self and introduced sales specialist [redacted]. And fiasco started. 3 jeeps in which we have interest were not available. And associates were running to and from each other and finally [redacted] told us they sold out!?!? Even this morning 10-/6/14 they still available on line at same dealership?? In that case they want to sell to us different used jeep limited with $3500.00 price tag higher. That time we walk away in really deep disappointment. Me and my wife really deeply positive thats a scam to lure in and than we sell to you something anyway. No excuse, no sorry from dealership and associates.After all day on the road and more than 200 miles on my car I want reimbursement from Van Horn dealership for amount of $5500.00Desired Settlement: On October 2nd was searching internet for Jeep Cherokee Limited and links led to Van Horn Chrysler-dodge-jeep-ram dealership in Plymouth, WI. Drop window drops and start live chat with associate name [redacted]. After few chats I received 3 lower priced 2014 jeeps cherokee limited in which was really interested and provide my phone number and my email address. Next day 10/3/14 we resumed conversation with other associate name [redacted] and later that day over the phone conversation we agree for my test drive next morning. Also [redacted] promised to call me first thing in the morning if something changes. Early in the morning with my wife we get on the road. After more than 2 hours drive and 100 miles on my car we reach our destination. Walk inside to meet [redacted] around 10 am. She introduce her self and introduced sales specialist [redacted]. And fiasco started. 3 jeeps in which we have interest were not available. And associates were running to and from each other

Business

Response:

On 10-2 all three vehicles were available. We sold one of the vehicles on 10/3 and took a deposit on the other 10/4. One of the vehicle presented on 10-2 was still available and priced similar to the one sold on 10-2. This vehicle was unacceptable due to color. I apologize you did not get the exact car you wanted. It was not our intention to waste anyone’s time. Thank you,[redacted]General ManagerVan Horn Chrysler

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]It is total LIE on 10-3-14 all 3 jeeps was available on line, but not in dealership. Even 2 weeks later they advertise same vehicules on line. LIE and lie. Revdex.com has a lot of complaints for same dealership, because they sell "lemons". I want reimbursement for my time and road trip. Plus public apology. .

Regards,

Business

Response:

[redacted]First of all I do apologize that all three cars were not available. I will send you a 25.00 gas card to compensate you. I believe you have contacted the state already. I have supplied them with all documents showing no wrong doing on our part.

Review: 2013 Dodge Dart Rallye Problems

November 1st, 2014 - Bought the car, with a 100,000 mile power train warrantee and extended warrantee up to 75000 miles for bumper to bumper. Car was at about 38000 miles.

November 3rd, 2014 – I brought it in for a check engine light, I live in Fond du Lac and this is a 40 minute drive one way for me to get there. Needed to get a loaner car for one day. The check engine light was a stored code, the coils were checked and everything was "fine".

November 11th, 2014 - Brought the car in for a check engine light. Needed to get a loaner car for two days. Engine coils were checked, coil 3 was bad and needed replacing. Mechanics said part was replaced.

November 17th, 2014 - Brought the car in for a check engine light. Needed to get a loaner car for one day. Mechanics said they could not find a stored code and could not duplicate the problem.

December 1st, 2014 - Took the car in for an oil change at around 39500 miles. Also went in for windshield wiper fluid not coming out. [redacted] told me the lines were frozen. He also accused me of using diluted windshield wiper fluid and not using fluid that could not not withstand temperatures of -35 f. I asked for a loaner car, he said he could not justify giving me a loaner car for windshield wiper fluid. I told him it was a safety concern because salt on the highways comes up on the windshield causing me to not be able to see. He told me a loaner would not be covered under my warrantee. I told him to get me a loaner and I will bring it in tomorrow. [redacted] then proceeded to look to see what they had for tomorrow. When he came back he told me [redacted] flushed the lines and told me the problem was fixed. They filled reservoir with all of their fluids. I had never used the windshield wiper fluid since buying the car. I asked him if they gave me an oil change and topped all fluids when purchasing the vehicle. He told me yes which was a lie because I did fill the reservoir from the bottom up when fluid wasn't coming out. When they flushed the lines, they did mention there was their blue windshield wiper fluid in the lines that froze.

December 3rd, 2014 - Check engine light came on again. This time I took a picture of it which also includes a time stamp with mileage on the car. Talked to [redacted] about getting a new vehicle and he told me it would be no problem. When I brought the car in, I had a vehicle in mind that was comparable to the one I paid for. The sales associate tried to sell me a car that was 30k and offered me 2k less than what I had paid for the car. It was a complete waste of time and did not make me very happy considering all of the problems I was having. Inside Van Horn there is a sign that states if you don’t like the car for any reason then trade it in. After I was dissatisfied with losing out 2k on a car I bought four weeks ago he offered to take the car for a week and drive it around. I agreed to that for the time being.

December 23rd, 2014 – Check engine light came on again. I called the shop but no one was around. All of the electrical components in the car did not work including the touch screen, windshield wipers, power locks, windows, etc. I put the car into first gear and it went in reverse. I turned the car on with the clutch pressed in and it made a squealing noise. The Bluetooth in the car only worked sparingly. The car drove loudly and the clutch felt like there was a lag. At this point, I no longer trust the car even if the problems were to be fixed. I took a time stamped picture of the check engine light once again.

December 26th, 2014 – I took the car into auto zone to get the codes checked. Two codes came up. One code was P0441 – Evaporative emission system incorrect, purge flow. The second code was P0139 – Oxygen sensor circuit slow response bank 1, sensor 2. I also took time stamped pictures of the two codes.

December 27th, 2014 – Talked to [redacted] about getting a new car and getting same value for what I paid due to all of the issues I had. He said he would match. I still ended up having to pay an extra $400 for title transfer which I would like waived at this point.

December 29th, 2014 – Came into Van Horn and chose a different car that was $750 more than the last vehicle. I am also very dissatisfied because the car that I was looking at previously sold by the time they were willing to trade my vehicle in for full price. Not only did I miss out on the car I was looking at, but I am still down $400. I included a time stamped photo of the new amount that needed to be financed. I also lose out on my 100,000 mile warrantee which was one of the main selling points for me to get the original car. I tried to negotiate for it and they said there was nothing they could do because at auction it was listed as a car with frame damage even though it was in no prior accidents.

December 31st, 2014 – Associates from Van Horn drove to Wisconsin Rapids to have my mother [redacted] re-finance the papers since she is the one on the loan, although I am paying for it due to my credit.

2013 Dodge Dart SXT Problems

January 1st, 2015 – I now moved to Germantown and Van Horn is 60 minutes away from where I live one way. I picked up the new car, was told I would need to come back because there were a few dents I needed to get taken out but the person was on vacation. All tires had low pressure. Asked [redacted] to fill them and he had me drive him to Kwik Trip to fill them all up. All tires were ranging from 24-27psi and it states it should be at 34psi.

January 6th, 2015 – Called Van Horn because front drivers side tire would not hold air. Each morning it was at 14-15psi. I asked for a loaner to be brought to me because of all the times I have already come in. [redacted] told me it wasn’t possible that they did not have the money or the people available to do that kind of service. He then asked me to wait until the following Tuesday because that is when the serviceman for the dents came in. I said I would try to wait.

January 7th, 2015 – Called Van Horn because tire was not holding pressure. Service told me to come in because they were able to schedule the serviceman for the dents on January 8th, 2015.

January 8th, 2015 – Received a call from service letting me know the car was taken care of. I live an hour away from the facility and it was a heavy snow storm. I told them I would not risk my life to pick it up but would on January 9th, 2015. They said that was fine.

January 9th, 2015 – Picked up the car after work at around 6:30 pm.

January 10th, 2015 – Drove the car in the morning and in the light, I noticed the dent in the back of the trunk was still not repaired. Called and spoke to [redacted] about picking up the vehicle and dropping it off because of the number of times I have already come in.

January 12th, 2015 – I noticed that sometimes when the car is at a complete stop and I have my foot lightly on the break, the car “jumps” a little instead of doing a transitional roll.

- Received a text from [redacted] Sloan asking me if the address was correct and someone was coming to pick up my car at 5:30pm.

- Got another text at 6:43pm from [redacted] that reads, “Hi [redacted]. I did what I was told and had your car picked up. What are we fixing?”

- Not only is this rudely stated, but it is also unprofessional. I replied back, “The dent in the trunk and check out why it jumps when I am at a complete stop and have my foot light on the brakes. I typed a paper up for you guys.”

- There are screenshots below of the text messages that were exchanged

January 13th, 2015 – Received a text from [redacted] at 4:54pm telling me that [redacted] was showing up at around 7:15 to drop off the car and pick up the loaner. I sent him a text back at 8:10pm asking where he was and that I was going to leave soon to get something to eat if he wasn’t coming. I also asked if there was gas in it and if it got washed. [redacted] called within the same minute and informed me that he was here. [redacted] told me that he had to put gas in it out of his own pocket because he wasn’t going to leave it empty and ask for reimbursement later. I looked at the dent and it appears the Van Horn sticker on the back was moved to help hide what couldn’t be fixed on the dent. The car came back also unwashed. I sent a text to [redacted] asking why it was not done and informed him that [redacted] mentioned that he would put it in the notes. Not only did he say he would put it in the notes, but I also had it written in the word document. I did not get a response from [redacted].

- Screenshots are included below of the text messages that were exchanged.

- Time stamped photos of the car were taken to show the dent repair and that it was not washed.

These photos can be made available, this form doesn't allow pictures but this is all stated in a word document.Desired Settlement: I would like the financed amount to be the same as the 1st original car that I bought. I would like a refund of 1,189.25.

Business

Response:

We would be willing to cancel any products that you would like to cancel. I am unable to refund any money, but could cancel products you purchased to lower the amount financed.

Review: I purchased a 2007 Jeep Grand Cherokee in February of 2013. I have had a multitude of problems with all departments of Van Horn, but this is the icing on the cake. I was told when I purchased this vehicle that it had a clean title, and was given a clean Carfax report. After having several mechanical issues with the vehicle, from a tire losing pressure right after I bought it (come to find out, it has 2 plugs in it that were NOT put there by me), to the lift gate sensor having to be fixed 3 times, and it still was not properly fixed. My main and biggest concern at this point in time is this: I have taken my Jeep to another dealer to potentially trade it in. They ran an AutoCheck report, and it came back that there is a major fault on my title. This is due to the fact that there was Frame/Unibody damage records, which I was never informed about period. The vehicle was purchased at an auction in NY, which my Carfax did show, but the AutoCheck report shows that the auction announced that there was indeed frame damage. Had I been informed of this, I never would have purchased the vehicle, especially not at the price that I paid. I paid $19600 for what I thought was a clean SUV. Why would anyone spend that much money on something with permanent damage? I am never going to be able to sell that or trade it in and get a decent amount because I was lied to. This information was swept under the rug and I was taken advantage of.

My purchase agreement does not disclose any of the Frame damage, I was not properly disclosed with this information.

Other issues I have had have been addressed- first being my initial deposit taking over a month to be refunded to me. I called numerous times and was nothing but patient on getting my refund back. I tried to be understanding and kind, but no way should I have to call more than once regarding getting my money back.

I was pressured into buying the extended warranty. It was added onto my purchase agreement before it was discussed with me. I did not have very much information regarding said warranty, just the sales pitch and on how it would be very useful and covered a lot. After numerous visits and many coverage denials, I became fed up with this expensive warranty that was not covering anything. I understand that is not Van Horn's issue, but what is, is that 3/2/14 I was in for service. I signed the Warranty Cancellation policy. I was told within 2 weeks my bank would receive the refund check and it would be applied to my loan. 4/3/14 I had still not received the refund check. I had allowed some extra time, understanding that some things may take longer. I contacted the Finance Manager and was told on the phone that they did not have my form. He said he would back date the form and put the correct mileage on it, and he emailed me a copy of the form, and assured me that once he received it back from me my check would be issued in 1-2 days. I printed, signed and faxed the form. I did not hear anything. 4/14/14 I emailed the manager a copy of the form, and he said it wasn't clean enough, mind you I returned the form as I received it. He then told me the check would be issued within 2 weeks. I reminded him that he told me 1-2 days, and it was the biggest hassle, but finally he said on 4/16/14 that a check was mailed. 04/29/14 no check had been received yet. I emailed the manager and demanded a check be reissued with a tracking number, and he said he would have someone hand deliver it the next day. They did follow through on this, but it should NOT have taken just under 2 months for me to receive my refund. I have been ignored and treated so poorly.Desired Settlement: Based on my Carfax report, it says that the Title History is Guaranteed No Problem for: salvage/junk/rebuilt/fire/flood/hail/lemon. It also says "GUARANEED- None of these major title problems were reported by a state Department of Motor Vehicles (DMV). If you find that any of these title problems were reported by a DMV and not included on the report, CARFAX will buy this vehicle back."

I would like Van Horn to repurchase my Jeep Grand Cherokee for the purchase price that I paid, of $19,600.

Business

Response:

We apologize for the poor experience that you have had with our dealership and any inconvenience we may have caused you.

We have attached the paperwork that discloses the frame damage on the vehicle, both signed by the buyer.

We would still be more than happy to offer you fair market value of the vehicle as previously discussed.

Please let us know if this is something that you are interested in.

Sales Manager

Review: The dealership has yet to issue our license plates to us after we bought our car on Feb 13th, 2013. Today is June 25th, 2013. They have sent us out a 2nd temporary plate, however the DOT does not have our vehicle on file as of today. We paid for tax, title, and licensing with our loan on the purchase date. The dealership has not called us back and resolved this situation with multiple calls and contacts made with several different people. I was recently pulled over on my way to work and was held while the officer tried to find the registration on my car after having to write the VIN number down, as I had NO registration forms! I was late for work.Desired Settlement: I want my money I paid refunded for the tax, title, and licensing refunded so I can register the car myself. I want compensation for my missed time at work and the occurrence I got because of this incident.

Business

Response:

We do apologize for the delay in title and

registration. We have remedied the

problem and your title and plates are being processed at the state. I would like to send you a 100.00 gas card

for your inconvenience.

Everyone was very friendly and [redacted] was knowledgeable on this car. I didn't come in today to buy a car but my mindset changed when I sat down with [redacted].

Review: I purchased my truck in early September 2012 from the dealership. I had to take it back three times for issues with the engine in the first two weeks. The last time I took it back they made me sign a form saying I would not say anything negative about them in social media. I found that to be a little unusual. Not even a mounth later my truck that supposivly fixed has aloud squeek and clunking from what sounds to be the front end. I also used my four wheel drive since my last visit, it is not in working order. It is very loud and I have no turning abilities when it is on. I just stopped using it all togeather for fear of braeking something else. I bought the truck for it's four wheel drive and now I can't even use it. I'm conserned about the noises that come from the front end as well they seem to be getting worse. I drive my truck as little as possible because I am unsure if I am doing more damage to it by driving it. I didn't buy the truck to sit in my drive way to look nice. I thought these vehicles went under a inspection before they where sold, these issues should have been known about and dealt with before it was sold. I have done nothing with the truck to cause these problems so I know they where preexsisting and I know there is no way they didn't know about them. I am upset because my husband and I have bought the last two vehicles from them and have even sent them new costumers. My trust is gone in their buisness.Desired Settlement: I would like the problems fixed, or an exchange of vehicles. At this point I would even except a return.

Business

Response:

I completed negotiations for a car that I had seen advertised on the internet. The sales person at Van Horn called to tell me that he was writing up the3 contract and knew I would be in the following day to pick up the car. I offered a deposit, but the salesman said this was not necessary and that I would get the contract in 5 minutes. The contract did not come and 2 hours later, I got a call telling me that they sold the car to another person that offered more money. It is unethical that they should have sold this car to someone else while at the time they were writing the contract for my purchase. They called to apologize, obviously knowing that they had done wrong. In my opinion, this dealer is underhanded, untrustworthy and not interested in their own mission of providing an excellent customer experience.

Review: (6/17)Well we had gotten a call from [redacted] at Van horn telling us that they were offering an incentive program for our 2012 chrysler 200, (which we weren't happy with anyways because when we purchased it we originally drove a V6 and told the sales man who currently doesn't work there anymore that we wanted that SAME car except with the full navigation and leather so he brought us that car and we assumed because we said V6 and we wanted it just one with full navigation that, that was exactly what we were getting and in fact it was a V4 and when we contacted van horn they were not willing to do a SINGLE THING to help resolve the matter) however we didn't want to deal with them again for reason stated above AND they weren't going to give us enough for our trade in. Well Jean ended up convincing us to set up an appointment anyways by offering us a free oil change. When we got there he brought up a blue 2015 chrysler 200S in which was already a way better car than our original 200 because it was the V6 we had originally wanted. Test drove the 2015, liked it, went back and of course he did his routine salesmen work by giving us numbers, estimated trade in, and offering unlimited free tires AND oil changes. They ended up giving us a good price on trade in and kept our payments pretty close in price per month, but didn't fully disclose all of the details UNTIL we signed the papers. Which was free tires IF WE maintained EVERY maintenance order for our vehicle through them and them ONLY and oil changes with same stipulations. They also ended up giving us the Lynx paint protection for a great deal and told us it covered EVERY BLEMISH, STAIN, RIP, ETC. Because that is EXACTLY what they tell their salesmen when in fact that is NOT the case or stipulations in fine print of the contract for Lynx paint protection. I ended up reading the fine print at home later that evening simply because we found 5 scratches beneath the rear license plate on the trunk (assumed to have been from dealer plates coming on and off since they do it so ungracefully) a large paint blemish along the driver side behind passenger window, a chip out of the driver side door AND cracks in the clear coat above drivers side door. We ended up contacting Jean our salesmen NOT EVEN a week later to bring the car in to get fixed since we were under the assumption that not only the paint protection covered anything BUT we knew that they weren't from us! Ended up taking it in there, they took FULL blame for ALL the damage, my fiancé and son sat at the dealership and waited for the car to get done since I was at work. When they brought the car back to her they fixed the paint blemish and 2/6 scratches beneath rear plate and told her that they didn't know what happened. She ended up talking to Roy the sales manager and he told her that they could retry to fix the problems but she had to get to class and Karter(son) was anxious. So Roy stated that he would document the issue, compensate for having to drive 30 minutes from sheboygan for the problem to not get fixed and she could bring it back another day. Well we had contacted Jean to schedule another appointment the following week and he said that we couldn't just come in because their detail men were busy and then told us that we could come in on monday anytime before 8 and he would be there (which contradicts his statement of needing a set appointment to begin with). We brought it back on Monday, again my fiancé and son sat and waiting for the car which both times was well over an hour. For it to be brought back to her again not only with the same problems but WORSE! There was a black spot about quarter size on trunk that was NOT there when she gave him the keys in which he picked off with his thumb nail RIGHT IN FRONT of her, the scratches by license plate STILL there and the chip on driver side door WORSE then it even was. She expressed to them that she was NOT at all happy and was NOT taking the car home like that, they agreed to give her a rental and this time give the car to their AUTO BODY department in which that is where it should have gone from the beginning and then I would be there on tuesday to pick it up. Well I went in on tuesday to get my car and it was NOT ready, our salesmen told us to be there before noon since I work at 130 and we live in sheboygan, he NEVER told the auto body department that he needed it by tuesday, they had thought they had until wednesday morning. So I had to sit there and wait, for it to AGAIN be brought out with the SAME problems NOT fixed. I talked to the sales manager (roy) myself with my father in law and got NO WHERE, he told me it wasn't his problem and they weren't taking blame for the scratches or the chip on the door. They refused to refund me the money for my paint protection plan and pretty much called me a liar, before he walked away in the middle of our conversation because he "didn't want to hear it". I told them again I wasn't taking the car because this was unacceptable and I drove the loaner car home again that day. Then I received a call from the STORE manager wednesday morning, he agreed to refund the $500 for the paint protection plan IF I would sign a sheet stating that I would NOT give them ANY bad reviews or publicity or they could sue me, so I went in thursday morning to talk to him and get my car. He started by telling me that the scratches were my fault and I put the chip in the door even though LEGALLY when they took the car to fix it the FIRST time they took complete blame for ALL of the damage to our BRAND NEW VEHICLE! He was VERY rude and unwilling to do whatever to please me as a SECOND TIME CUSTOMER! I did NOT sign the paper and he refused to refund the $500, also refused to give me a different vehicle because he told me the only thing they could do was strip down the trunk and door and completely repaint it in which I didn't want a BRAND NEW vehicle that had been molested for things we DIDNT do to it. Also would NOT give me any of the promised free tires or oil changes and said he was okay with losing my business as a customer because he will get more. On the wall RIGHT ABOVE HIS OFFICE it states, 'If you don't like it, we'll take it back'. He did NOT care what it said and was NOT willing to abide by it. That also is FALSE ADVERTISEMENT. Not to mention, our old 2012 chrysler 200 shows NO accident on the vehicle history report AND it is NOT stated on their sale post for said vehicle. I understand fully that scratches and dings happen however, they NEED TO BE FROM ME AS THE OWNER and ALL of the things that we were promised (which are the ONLY reasons we went there in the first place since having a terrible experience the first time) were retracted, they made the issue worse than they were AND made no attempt to faithfully make us happy as customers KNOWING that we know A LOT of people and A LOT more that had already had terrible experiences with them.Desired Settlement: We want them to take the car back now that it is molested, and NOT FIXED, for the full pay off price. (preferred)

OR give us the SAME car except a NEW one.

Business

Response:

[redacted],I think your recollection of the events differs from ours. After you purchased the vehicle you had brought to our attention the scratches on the truck. We attempted to buff them but that did not take the scratches away. We then agreed to fix the truck in the body shop. You did not want the car painted so we tried to buff them further. At this appointment you also brought up a door ding. It was now 3 weeks after purchase. You yourself said you did not see it until you washed the vehicle for the first time. This door ding could have come from anywhere and it is unfair to say we did it. After we buffed the trunk for the second time the scratches were lighter but still visible. We also touched up the door ding at this time free of charge.Next, you and your future father in law came to our dealership and got very aggressive with my manager. You and I had talked about the vulgarity that was used by your father in law during this interaction. You had said that it was not the proper way to handle the issue. When things go this direction and my manager feels threatened he has every right to walk away. This is when I called you. I had offered to paint the bumper to fix the issue. You had asked for a refund of the Lux Care (500.00) I agreed and you said the issue was closed and you would pick up the check and the car. Later that day a Facebook post was brought to my attention. The post was written by your fiancé. The post tasteless and full of vulgarity. I had called you and asked if our agreement was still in tacked? You had said yes and agreed you would remove the post. I had also made you aware of the release and hold harmless agreement I would have you sign the next day. I also want to remind you that your fiancé has already signed the release and hold harmless agreement.The next day when you came to the dealership I had the check for 500.00 and the hold harmless ready to go. I allowed you time to read it. At that time you asked me about the oil changes and the tires for life. I had informed you that you would still have and still do have the first year(three) oil changes completely free of charge at our store. You also have tires for life. The tire for life program requires you to preform tire ware maintenance at our location and at your expense. I apologize if this was not made clear. We have sold thousands of new vehicles with the Tires for Life program. You are the first to not understand the program and great benefit to you. At this point you stood up grabbed your keys and walked away. I will still offer you the 500.00 in exchange for you to sign a hold harmless agreement. Thank you,[redacted]General ManagerVan Horn Chrysler

Consumer

Response:

Because by you taking the vehicle and attempting to have DETAILERS fix something they aren't trained to fix, YOU took the blame for the problems on the car. I also have talked to others and we are NOT the first victims of your terrible business establishment. My fiance also did NOT sign anything except the sheet for the rental vehicle and if she did then she was completely unaware of what she was actually signing. Neither of us would sign it considering you are no sort of professional workplace. All she had posted was a status alerting people of your terrible business practice, and yes she did take it down because you refused to do anything until then. Point being, don't apologize for something unless you are going to fix it! Because your salesmen are uneducated of their products OR how they work, as I stated this is NOT the first time. However after you have attempted to fix a problem by what you claim are professionals and made it look worse why in the hell would we EVER agree to not giving you bad publicity. As I stated, refund or new car. This is unacceptable and I know what rights we have!

Staff was kind and professional. I worked with [redacted] who did a nice job explaining options without being too pushy.

[redacted] started helping us with our purchase, and did a great job through the entire process. [redacted] helped us fine tune the financing end of our transaction and were very accommodating. Our overall experience was enjoyable and we feel that we got a good deal on a quality vehicle.

Review: The week of July 15 I had been corresponding with their internet customer serivce rep. I had an appointment made to come in on 7/19/13 approx 6pm. When I arrived I was pleased to see the vehicle I was interested in was outside by the door ready to go for a test drive. Initially I had to wait approx 15min for the the salesman to show up from a different location. Then he walked around looking for the car then the keys. I told him the car was out front and I think the keys maybe there because I was expected. He then had to tell me that another person was supposed to come in to see the car and couldn't after all until Sat. 7/20 and they were not happy that I was there to test drive the car. After my test drive I had decided I liked the vehicle and wanted to proceed with a potential offer to purchase...I had already completed online the finance information had been approved. Soon thereafter everything fell apart. The salesman tells me that he will print out 2 types of car facts for us to go over. I said there shouldn't be too much history with it a 2011 and 6000 miles only. Then he says, oh there is quite a story here to tell. He shows me the car facts that says this was a salvage vehicle. I stated it would have been nice to know that upfront before I traveled 1 1/2hrs and spent over an hour at the dearlership. He told me I didn't ask the right questions of the vehicle. My response was that I was calling a large dealership not a mom/pop place where that potential was there. I mentioned to him that I had a friend who sells repaired vehicles...he then profiled that those businesses cut corners. I told him that was enough and we were finished. He talked about wanting to show me the file on the car which he couldn't locate because they unlike other places take pictures of the vehicles so you can see what damage was done and that their shop charges $85/hour to repair. What does that matter? Then he made a comment about the vehicle that I drove there in. I own a 2001 BMW 325ci. He asked if I was planning on trading my 13year old car with 200,000-300,000 miles in? He further stated that is a car that is best suited being sold on Craigslist. I said that 13year old car you are referring to has only 60,000 miles! On that comment I left the showroom with no intent of returning. I was so mad and insulted that on my ride home I called to the showroom and voiced my concern with the manager on duty. Now that I have told this story I have been informed already by one other person this happened to them too!!Desired Settlement: I would appreciate a gas card in the amount of $100.00 for my time of 3 hours driving, 1 hour plus in the showroom and the $60.00 for gas it cost me to drive there.

Business

Response:

I apologize for your experience at our dealership. It is always our goal to make sure our

customers are 100% happy with their experience.

We have definitely fell short in this situation. I would like send you the 100 gas card and

offer you my apologies for the way you were treated.