Crossroads Chrysler Jeep Dodge

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint completely For your reference, details of the offer I reviewed appear below First, the company is being untruthful I did contact the service department several times and left a message for Josh to return my call and he did not If I am going to work with this dealership at least I want them to be honest, we can always check phone records to show that I did call them I will call once again to the dealership and see how they treat me as a customer with this ongoing problem in which they have changed several parts on my vehicle which has not repaired the problem with the [redacted] How long do I have to give them to resolve this problem in which I should not be without the vehicle for a long period of time as in the past? Regards, [redacted]

[redacted] This is a follow up from our phone conversation and details on this caseThe first time this customer had visited us was on 7/1/She came in for some requested recall work onlyWe inspected the vehicle but the parts were not available for all four recallsThe parts were ordered and are now in stock if the customer wishes to call and reschedule for repairsThe vehicle was then towed in on 7/14/for a no start condition, we explained to the customer we would try and get in asap to diagnosisWe diagnosed the vehicle the very next day and found it needing a battery and alternatorThe customer did not authorize any work to be done and came to get the vehicleAt this point in time the problem with the vehicle cutting off looks to be the battery and alternator and nothing to do with any of the recallsPlease contact me if I can be of any other assistance Regards, [redacted] ** [redacted]

Mr [redacted] vehicle was originally repaired by us on 10/13/The speakers were replaced and were covered by his extended warranty plan through [redacted] At that time Chrysler's parts warranty was months or 12,miles, whichever occurs firstMr [redacted] vehicle was past the warranty period when he brought his vehicle backThe parts warranty is for the original purchaser, which in this case was [redacted] Extended WarrantyHowever, Mr [redacted] extended warranty plan is still in affectPaul Y [redacted] service manager, called [redacted] Extended Warranty Company and they have agreed to cover the repair of the speakers under their warranty , since it was out of the factory parts warrantyThere is a $dollar deductible which Crossroads is going to waive as a goodwill gestureThe parts are on order and Mr [redacted] will be notified when they arriveThere will be no charge to the customerWe have apologized to Mr [redacted] for what he experienced and he is pleased with the outcomeThank You

Paul called from the business stated that he wasn't aware that the issue was still going onHe stated that Ms [redacted] needs to make a call to the service department and request for either Josh or AllenOnce she reaches one of them then get a day scheduled to bring the vehicle in for them to diagnose the issuePaul stated that if its the same part they fixed previously it will be fixed at no cost to Ms [redacted] If the issue is a different issue then the company will be more than willing to work with her on getting the issue fixed

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
*** is selling defective vehicle and refuse to accept liabilityI had traded the vehicle and vow to never do business with the companyI will try my best to reach as many people as I can and inform them not to do business with***Thank you
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

CrossRoads Chrysler Jeep Dodge completed a recall involving reprogramming the instrument cluster on Mr*** *** *** *** ***Two additional recalls on the vehicle did not have any parts available from Chrysler at the timeWe regret that fact that Chrysler was not able to supply the
parts but it was beyond the control of CrossRoads. As soon as the corporate office received the paperwork from CrossRoads Chrysler Jeep Dodge for the buyback they began processing to pay off the loanThe loan has been paid off to *** *** as of March 6, CrossRoads also reached out to *** *** to ensure there was not any remaining balance dueCrossRoads was well within the allotted timeframe of days from February 18, 2015, when the buyback occurred, to pay off the loan. If there is anything else CrossRoads can do to assist Mr*** please let us know

Mr*** vehicle was originally repaired by us on 10/13/The speakers were replaced and were covered by his extended warranty plan through ***At that time Chrysler's parts warranty was months or 12,miles, whichever occurs firstMr*** vehicle
was past the warranty period when he brought his vehicle backThe parts warranty is for the original purchaser, which in this case was *** Extended WarrantyHowever, Mr. *** extended warranty plan is still in affectPaul Y*** service manager, called *** Extended Warranty Company and they have agreed to cover the repair of the speakers under their warranty , since it was out of the factory parts warrantyThere is a $***dollar deductible which Crossroads is going to waive as a goodwill gestureThe parts are on order and Mr*** will be notified when they arriveThere will be no charge to the customerWe have apologized to Mr*** for what he experienced and he is pleased with the outcome.Thank You

"The general manager has spoken with Ms***The dealership is working closely with her to locate another vehicle that meets her expectations."

Revdex.com spoke with the businessThey were able to get this customer's warranty refund pushed to the front of the line and processedThey are also providing the customer with a free State inspection, a tank of gas, and a car wash the next time he needs them

*** *** came in requesting to see our Finance Manager *** They actually knew each other from New York He told *** that he wanted to trade in a *** *** *** with 101K miles on it that he purchased in March of this year He looked at a
*** *** *** ***, we wrote up his trade in, took a credit application, & called the lender for a payoff
Payoff on his trade was $21,at Drive Time financial, Credit score of of
*** submitted the application to two banks based on his credit history, credit score and the previous BankruptcyBoth lenders declined his application for a auto loan. *** than suggested that if we added his wife, adding her credit history and score may or may not help us secure a loan for him*** never mentioned how many banks or gave any suggestion or used the word "soft" credit pull He does not recall any conversation from the customer about that either
We obtained a credit application from *** ***Her score was slightly higher. We submitted it as a joint application to other lenders, sub-prime and *** *** We received a payment condition from one lender *** with a payment stipulation of $per month
*** explained to them that putting cash down and looking at another vehicle that had additional incentives or rebates on it would help with the condition we had They stated that the local *** store had them approved for a loan. He explained that we really could not speak for the other dealership or on what they were working on *** stated that *** *** did not seem interested in what he had explained to them, but he continued to offer to help with finding something that would work for the lender and them They declined and did not want to consider any other options that we had offered.
They picked out a car, went through the sales process, they signed a credit application knowing we were trying to get them an auto loan We received a payment call from a lender based on their credit so we offered the customer some options based on that They had $14,negative equity, no cash down, and had picked out a $42,vehicleWe submitted it to few lenders based on credit scores, credit history and incomeWe let the lender's tell us yes or no. We offered to help if they could possible look at another vehicle and/or put cash down. "Soft" credit pull was not brought up by the customer or by ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint completely.  For your reference, details of the offer I reviewed appear below.
First, the company is being untruthful.  I did contact the service department several times and left a message for Josh to return my call and he did not.  If I am going to work with this dealership at least I want them to be honest, we can always check phone records to show that I did call them.  I will call once again to the dealership and see how they treat me as a customer with this ongoing problem in which they have changed several parts on my vehicle which has not repaired the problem with the [redacted].  How long do I have to give them to resolve this problem in which I should not be without the vehicle for a long period of time as in the past?
Regards,[redacted]

Paul called from the business stated that he wasn't aware that the issue was still going on. He stated that Ms. [redacted] needs to make a call to the service department and request for either Josh or Allen. Once she reaches one of them then get a day scheduled to bring the vehicle in for them to...

diagnose the issue. Paul stated that if its the same part they fixed previously it will be fixed at no cost to Ms. [redacted]. If the issue is a different issue then the company will be more than willing to work with her on getting the issue fixed.

[redacted]
      This is a follow up from our phone conversation and details on this case. The first time...

this customer had visited us was on 7/1/14. She came in for some requested recall work only. We inspected the vehicle but the parts were not available for all four recalls. The parts were ordered and are now in stock if the customer wishes to call and reschedule for repairs. The vehicle was then towed in on 7/14/14 for a no start condition, we explained to the customer we would try and get in asap to diagnosis. We diagnosed the vehicle the very next day and found it needing a battery and alternator. The customer did not authorize any work to be done and came to get the vehicle. At this point in time the problem with the vehicle cutting off looks to be the battery and alternator and nothing to do with any of the recalls. Please contact me if I can be of any other assistance. 
 
Regards, 
 
[redacted]
 
** 
[redacted]

Mr. [redacted] vehicle was originally repaired by us on 10/13/2014. The speakers were replaced and were covered by his extended warranty plan through [redacted]. At that...

time Chrysler's parts warranty was 12 months or 12,000 miles, whichever occurs first. Mr.
[redacted] vehicle was past the warranty period when he brought his vehicle back. The parts warranty is for the original purchaser, which in this case was [redacted] Extended Warranty. However, Mr. [redacted] extended warranty plan is still in affect. Paul Y[redacted]
service manager, called [redacted] Extended Warranty Company and they have agreed to cover the repair of the speakers under their warranty , since it was out of the factory parts warranty. There is a $100.00 dollar deductible which Crossroads is going to waive as
a goodwill gesture. The parts are on order and Mr. [redacted] will be notified when they arrive. There will be no charge to the customer. We have apologized to Mr. [redacted] for what he experienced and he is pleased with the outcome.
Thank You

Review: My husband and I went to Crossroads to inquire about purchasing a vehicle. I was already hesitant about going to Crossroads because of an issue my husband had years ago. The salesperson [redacted] explained that he would check our credit and let us know what banks he "thinks" may be able to assist us with a loan. We let him know that we had gone to another dealer and received an offer for a specific vehicle that we were interested, but wanted to see what our other options were. We also explained that the other dealership was giving us close to three thousand dollars more for our trade in, included our negative equity into the pricing of the new vehicle and would work with us to get a better interest rate after 12 months of payments. With that being said we were under the impression that [redacted] would run a "soft" credit check which allows the dealer to view our credit scores without submitting a formal request to the bank. By doing the soft credit the credit bureau would only take a few points off our credit. [redacted] submitted our information to several banks which knocked close to 100 points off of my credit score. He also advised that only one bank made an offer and with that we would only be able to afford a compact car with a down payment and very high interest rate. My husband thanked him and we went back to the first car dealer to accept their offer. When they submitted our information the bank to get the final offer the bank refused to give us a loan because my credit score tanked specifically from Crossroad's inquiries.

It is my belief that Crossroads purposely submitted our information to several banks for their review instead of using a soft credit check because they knew our credit scores would be lowered significantly in the hopes that our other offer would fall through and we would be forced to accept the deal with them. I say this because we went to 2 other impeccable dealerships ([redacted] and [redacted]) and they did exactly what they said. They ran the soft credit and let us know what our options were which caused our scores to be lowered by a minuscule number that was completely understood by the other banks and not held against us. By Crossroads submitting our information it is going to take more than 6 months for our credit to recover.Desired Settlement: I'm not sure what type of compensation Crossroads can offer that would be acceptable. Again we are unable to secure a decent loan with a reasonable interest rate. We are trying to rebuild our credit and their negligence has caused us to lose the time it took to get us where were were two weeks ago. As I said at the very beginning of my complaint this is not the first time Crossroads has done something which is considered an unfair practice. I've been told by others that they were not happy with Crossroads practices as well. Buyer beware!

Business

Response:

[redacted] came in requesting to see our Finance Manager [redacted]. They actually knew each other from New York. He told [redacted] that he wanted to trade in a [redacted] with 101K miles on it that he purchased in March of this year. He looked at a [redacted], we wrote up his trade in, took a credit application, & called the lender for a payoff.

Payoff on his trade was $21,000 at Drive Time financial, Credit score of of 418.

[redacted] submitted the application to two banks based on his credit history, credit score and the previous Bankruptcy. Both lenders declined his application for a auto loan. [redacted] than suggested that if we added his wife, adding her credit history and score may or may not help us secure a loan for him. [redacted] never mentioned how many banks or gave any suggestion or used the word "soft" credit pull. He does not recall any conversation from the customer about that either.

We obtained a credit application from [redacted]. Her score was slightly higher. We submitted it as a joint application to 4 other lenders, 3 sub-prime and [redacted]. We received a payment condition from one lender [redacted] with a payment stipulation of $500 per month.

[redacted] explained to them that putting cash down and looking at another vehicle that had additional incentives or rebates on it would help with the condition we had. They stated that the local [redacted] store had them approved for a loan. He explained that we really could not speak for the other dealership or on what they were working on. [redacted] stated that [redacted] did not seem interested in what he had explained to them, but he continued to offer to help with finding something that would work for the lender and them. They declined and did not want to consider any other options that we had offered.

They picked out a car, went through the sales process, they signed a credit application knowing we were trying to get them an auto loan. We received a payment call from a lender based on their credit so we offered the customer some options based on that. They had $14,000 negative equity, no cash down, and had picked out a $42,000 vehicle. We submitted it to few lenders based on credit scores, credit history and income. We let the lender's tell us yes or no. We offered to help if they could possible look at another vehicle and/or put cash down. "Soft" credit pull was not brought up by the customer or by [redacted].

Review: [redacted] have a number of recall on their [redacted] model that they fail to notify me about.

The driver side headlamp stop working. I took it in to the nearest [redacted] dealership for a diagnosis, that's when I find out there was a recall about the wiring of the head lamp. [redacted] informed me that they do not have the part available to fix the recall and I must wait 4 to 8 weeks. Also, [redacted] have a recall about the ABS wiring on your vehicle and many more. We do not have the parts to fix neither of those issues and you must wait up to 8 weeks. Some of those recalls are causing the vehicle to shut off completely while driving and [redacted] refuse to expedite the repairs. I had the car towed to crossroad chrysler jeep on [redacted] since the 14 of july; 24 hours later, they have yet to even diagnose the issue.

I called [redacted] customer care and spoke with [redacted] or [redacted] employee number[redacted]. She started telling me about all the recall on the vehicle and offered no solution. When I asked to speak with a supervisor, she said "no I cannot". She stated I must however wait forver long it takes for them to fix the problem. Wow! I was in disbelief. Could not believe that this employee of [redacted] ce just deny me from speaking to a supervisor so I can escalate my issue and offered no assistance to a problem that they created by selling defective products.

I am still without a vehicle and I cannot get to work. [redacted] offered no assistance. They are selling defective product and forcing me to wait up to 8 weeks for a repair without a way to go about my daily life. How can I continue to drive a vehicle that will shut off on the road. It is a matter of time for that to happen on a busy highway. Will it have to involve lives been taken for [redacted] to take action.Desired Settlement: Another vehicle to drive while they figure out a way to get the parts to fix all those recall. Thank you.

Business

Response:

[redacted]

This is a follow up from our phone conversation and details on this case. The first time this customer had visited us was on 7/1/14. She came in for some requested recall work only. We inspected the vehicle but the parts were not available for all four recalls. The parts were ordered and are now in stock if the customer wishes to call and reschedule for repairs. The vehicle was then towed in on 7/14/14 for a no start condition, we explained to the customer we would try and get in asap to diagnosis. We diagnosed the vehicle the very next day and found it needing a battery and alternator. The customer did not authorize any work to be done and came to get the vehicle. At this point in time the problem with the vehicle cutting off looks to be the battery and alternator and nothing to do with any of the recalls. Please contact me if I can be of any other assistance.

Review: On 9/4/13 I took my vehicle in to be checked, due to my engine light being on. I previously had light checked at auto sone which said it was a sylinoid issuse and when I went to the [redacted] to get price quotes, the sales rep recommened having them look at it tobe sure thats what it needed before I purchased a $200 part. I did so and dropped it off 9/5/13. The service rep called me and told me they updated my car system and that should fix the issue but may not and I may need the Syliniod pack replased if the light comes back on. The Rep called me to tell me this was done, not to ask me if I wanted this done. They did this without my authorization. What he did ask me was if I wanted a tune up. I asked what this consisted of and he said changing plugs and wires. When I herd the word wires I knew I needed this so I asked how much, he said $100 and I said ok. When I went to pick up my vehicle my bill was $450 and I could not understand what was actually done to my car. My husband checked my engine and my wires were still the same. When my husband went in to aks he told my husband all the tune up was, was to change plugs not wires. But what was said to me over the phone was "wires" because that is the only reson I said yes I thought $100 was a good deal for that. As soon as I left my engine light came back on and I had not left the parking lot. I called and the rep said he told me they updated my car which should have fixed the problem. I called the manager because I felt as though I should not have had to pay for the updateing of my car because this was just done, no one called me to get the ok to do this. Had they called I would have said no just fix what the engine light said to fix, which was the sylinoid pack. The manager said he would find out whats going on and call back and never called me back. Now I have paid $450 dollars for something I did not approve and I still have to fix my car fro the same problem I took it in there to be fixed for wich is another $385.Desired Settlement: I would like to be refunded for the unauthorized and I would like the wiring on my car to be changed as I was told it would be. Or just fix my Syliniod pack as that is what I took it in for initially.

Business

Response:

Complaint ID [redacted], update.

Please be advised that I emailed [redacted] on 11/11/13 at 3:25 pm in regards to her complaint. I gave her my cell number and asked for her to call me so that I may try to repair her vehicle and make her happy with Crossroads once again.

I called her at [redacted] on 11/11/13 at 3:30 pm and left a message as above.

I called her again on 11/12/13 at 11:45 am and left another message for her to return my call in regards to her complaint.

Sincerely,

Director of Service Operations

Crossroads Automotive Group

Review: My wife and I bought a [redacted] in 2012 from a dealership in [redacted]. A 600 miles after the purchase we noticed rust on the front driver side quarter panel a few inches in front of the door. We notified the [redacted] dealer and they authorized us to have the repairs made at the [redacted] in [redacted], **. The repairs were made and we now only had 699 miles on the vehicle. In September 2013, we noticed the exact same spot is rusting again. We are no longer near the shop that made the repair that was authorized by [redacted] due to a military mandated move to Virginia. We contacted the local dealer here to get the repairs completed at not cost since it is a manufacturing issue but we have not been able to. My wife, [redacted], took the vehicle in to get it looked at. The local [redacted] dealer took pictures of the rusting area and was supposed to send the vehicle to the [redacted] Corporation to get the repairs approved. When following up, my wife was told the pictures never got send up. The local [redacted] Dealer was again supposed to send the pictures up and then get back to us on the repairs. That was the first week of December. We still have not heard back from the local [redacted] Dealer who was supposed to give us a call in a few business days according to the [redacted] Corporation. That was the second call to the [redacted] Corporation regarding this matter. The first call to the [redacted] Corporation resulted in us receiving the information that the local [redacted] Dealer never submitted the pictures of the rusted area due to local [redacted] "issues".Desired Settlement: We would like to have the rust damage at no cost and a guarantee that any rust near that same area will be promptly repaired in the future. The rust has been an issue since we purchased the vehicle.

Business

Response:

The vehicle was inspected and pictures were taken of the damage in December by our [redacted]. Due to change of management the issue of following up and sending the pictures got dropped by us in December.

Review: On June 7, 2014 my wife and I went to [redacted] in search of a new vehicle and purchased a [redacted] I had recently purchased a truck from the [redacted] across from this dealership. I had received excellent service from the sales consultant Mike and the GM Will during this transaction as I had received great service when I bought my first truck from them a while back. Unfortunately the truck that I purchased wasn't like my old one that I had traded in and I decided maybe a different type of vehicle would be the right fit. I worked with [redacted], the sales representative and after a test drive of the [redacted], I decided I wanted that to be my next car. After much discussion about payments, trade-in values, etc. We came to a monthly payment that would be good for our budget. We were told multiple times that we would get a pro-rated refund from our extended warranty on the truck and that sounded good since that would help cover the down-payment we were making out of pocket. We went into the finance office, and worked with the financier. We did all the paperwork, were informed about the warranties that were available to us, etc. Afterwards, [redacted] walked me to counter to make sure my down-payment went through and off he went. [redacted] was thorough in explaining to us the details of the car and worked off a checklist. He even assisted in cleaning some spots on the car that was missed during cleaning. We drove away happy thinking we were all taken care of. Unfortunately, we were not. As of today, we still have not received payment for the pro-rated warranty. I called [redacted] this afternoon and inquired about the status of my refund. Jennifer, who, I spoke with said I would have to fax in the information to get the warranty cancelled. I asked why would I need a warranty on a car that I no longer own. Crossroads Dodge never informed their sister store that I had traded in my vehicle which they have the capability to do upon talking with the great guys at [redacted]. The warranty was never cancelled! I was bewildered as to why this was as they are both under the same company! To add insult to injury, I was told that CrossRoads Dodge could have "captured" my warranty and applied it to my down-payment instead. Essentially what this means to me is that I unnecessarily came out of pocket when I could have used my warranty to make substantial down-payment and I have financed more on the loan than what I needed to all while waiting on refund that I had to initiate. I could have also have used my warranty and my downpayment to help lower the cost of the car so I wouldn't be financing as much.

Also in regards to the purchase of the [redacted], I noticed that my inspection sticker was from the month of Janurary. I purchased the car in June. Why did I have an old inspection sticker on a new car? I was told to print out $5 off coupon and they would work with me. I didn't understand it and still don't but was willing to be more than understanding considering our previous history with Crossroads. But in reality, it's a $16 dollar inspection sticker for a car that retails for over $30,000. I would have expected a comment such as "just bring it in, we'll take care of it". Instead I'm being told to print coupons and schedule a time. During the whole process I am being told I will be getting a survey and to give the dealership all 10s. I felt pressured to do that just to get my inspection sticker. Needless to say I still have a January Inspection sticker on my windshield.

It is clear to me that there are some unethical practices occurring at this dealership. The fact that I was not given the option to roll over my warranty to help with down-payment and purchase of the car while being given the opportunity to purchase theirs seems to be a decision made in self interest of the finance officer and not in mine. Failure to communicate with the [redacted] about the trading in the vehicle seems very odd to me. After talking with the personnel at [redacted], they seemed perplexed as well as to why the failure occurred. There is a clear lack of transparency on what is going on at CrossRoads Dodge. The lack of attention to detail such as current inspection stickers is very concerning to me. I am still waiting on a refund on my warranty with no thanks to this dealership. The level of professionalism in non existant and not what I have come to expect from Crossroads. My wife and I have never felt so taken advantage especially in light of our previous experiences and to some extent felt so judged. I am very concerned about any future problems that I may have and am not confident that I will be taken care of.

I have tried working with the dealership prior to the warranty situation in regards to the inspection sticker but it has been too much of a hassle to get everything coordinated with something that should have been done in the first place. At this point, I don't feel as if I can trust this dealership with any of my concerns directly especially after learning what I did today from a dealer that I have had no problems from.Desired Settlement: I am looking for reimbursement for my time, resources, and the actual pro-rated refund which [redacted] is working on right now to my knowledge. I want the correct inspection sticker on the car that I just purchased! I want practices like this to stop for all customers after me. I want comments such as " there really is no difference between [redacted] and [redacted] nowadays" suggesting that Hopewell has been a poor area to live in. This is offensive, discriminatory in nature and quite an absurd statemtent to be making to customers. I can only hope this attitude has nothing to do with a failure to handle warranty correctly. I don't want to feel as if I have to give 10's on a survey in hopes of getting what is rightly due with something as simple a $16 inspection sticker.

Business

Response:

Revdex.com spoke with the business. They were able to get this customer's warranty refund pushed to the front of the line and processed. They are also providing the customer with a free State inspection, a tank of gas, and a car wash the next time he needs them.

Review: I saw a jeep I wanted to purchase and I called and spoke with [redacted] a sales associate. He told me and my fiance to fill out the finance application. We both filled it out and he called us back right away saying he would get back with us. Never heard from him that day again. I called up their and left a message still no call back. I called back the next day asked to speak with a manager since they told me [redacted] was unavailable for the second time. I talked to sales manager [redacted] and he said he call me right back with more info. [redacted] called back said we were approved. I no longer wanted to work with [redacted] so I called [redacted] and he worked with me and said payment would be 600. That was to high so he did more numbers and got it to 510. I said that was still steep. [redacted] said he was off the next day, but when he came in would work more numbers knowin I really wanted the jeep. I called Thursday to speak with [redacted] I noticed the jeep was no longer in the spot. He said o yea [redacted] didn't call you and tell you we sold it.No he never did and they have ran both of our credit and sold the jeep right from under us.Desired Settlement: This company doesn't know what good customer service is. If you tell a customer I will run numbers the next day I am in then do so don't sell a vehicle from under someone. He should of stated I can't hold the vehicle for you, but I will run numbers the next day I am in. The proper thing would have been to contact me and let me know someone else was interested in the vehicle or gave me a heads up. I was under the impression with you knowing I was preapproved and wanted this jeep that you were working with me only. This is very poor customer sales service. Not to mention I was always calling the company. I also left a message for the manager [redacted] and he is yet to call me back.

Business

Response:

"The general manager has spoken with Ms. [redacted]. The dealership is working closely with her to locate another vehicle that meets her expectations."