Crowley Chrysler-Plymouth, Inc.

Complaint: ***
I am rejecting this response because:
Hi ***,
I clearly know Crowley isn't going to do anything for me (If fact Chrysler Corpis looking into this for me and was very
concerned with the individuals involved) Anyway, I'd like to add a reply to Tom M*** comment so the public has a clear understand and not to have Crowley have the
last word to try and switch the blame on me the consumer"First of all the Manager Tom M*** never saw the vehicle and is calling it noticeable because he looked at a photo taken by he Service manager from less then 1/inch from the dent which I had to point outIt's not noticeable and any photo taken that close would be noticeable taken in that contexts If Fact I did some tests on my own and depending on the routine of the wheel, it's almost impossible to see the dent/mark If the wheel is position with the dent/mark on top you'd be able to find it easier, if the positioned on the bottom it's impossible without getting on you knees and searching for it (with the knowledge it exist)Also MrM*** never addressed the fact the service manager told me he was going to send the photos to Chrysler for review (which never happened)"
Please let me know if you can add the reply aboveThanks,
*** ***
Sincerely,
*** ***

To Whom it May Concern,
Mr*** *** purchased a *** *** with 116,on February 3rd, 2015.
We are sorry for any inconvenience that he may have had, and have since purchased that vehicle back in on trade toward a *** *** *** ***
We hope that he will happy with the *** *** *** ***
Thanks,
*** ***
*** *** ***
*** *** ** ***
*** ***
*** *** *** ** * *** ** ***
***

Once again, the cus***er has a store creditWe will be happy to apply their deposit to a future purchaseAll documents are properly signed The matter is closed as far as Crowley is concerned
*** ***

Complaint: ***
I am rejecting this response because: at the end of the day I lost the 2,dollars that I give for the down payment of the ***
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: *** stated it was a quote and that our credit card would not be charged due to the fact that is was not a purchase, it was a quote pending further cus***er consumer report and banking information also pay off information on vehicle that was being trading in*** injured a deposit to hold the vehicle, he stated he would not charge us*** never informed us of store creditWe do not feel comfortable doing business with this dealership due to *** being dishonest.
Sincerely,
*** ***

Dear [redacted]/Revdex.com,
In response to complaint #[redacted], Crowley [redacted] would like to start by apologizing for any miscommunication that lead Mr. [redacted] to make a complaint with the Revdex.com.  After further review of all the documents, we are confident that Mr....

[redacted] was given the option to purcahse and/or decline all coverages offered to him at time of delivery. The documents show that he opted to purchase a [redacted] service plan (highest level of coverage) which pays for repairs to his 2013 [redacted]. Mr. [redacted] was given a pamphlet which clearly states what components are covered. In addition and because he purchased a service contract, he was given a Lifetime Oil Change card which covers his oil/filter changes as well as multi point inspections (it does not cover any additional maintenance). We are committed to 100% satisfaction both during and after the sale and feel we provided a thorough explanation of all coverages. If further disclosure or discussion is required, please have Mr. [redacted] contact myself or [redacted] at ###-###-####....ext [redacted] or [redacted]. We can also be reached at [redacted].
 
Thank You,
[redacted] **

The customer picked up and paid for rims without any incident.  Two weeks later he contacted us and said that one of the rims was damaged.  We examined it and it appears to have been hit by something.   It is quite noticeable.  He never would have left the Dealership if it had been damaged here.  We cannot be held responsible for something brought to our attention after 2 weeks of driving.  The matter is closed as far as we are concerned.  Regards
 
Tom M[redacted]
General Manager

Website Complaint Response:
Ms. [redacted] did purchase a 2004 [redacted] Civic...

on April 18, 2014. They financed the vehicle for 39 Months with [redacted]. She voluntarily purchased gap insurance and a service contract on delivery. All paper work is properly completed and signed. She was never told that she had to purchase any after sale items. She has been contacted by our Finance Manager [redacted] and was given instructions how to cancel the service contract and gap protection if she so desires. Kindest regards. [redacted] General Manager


5/31/2014 2:30:12 PM

[redacted] CJD has no further comment.   As stated in our previous reply, the matter is closed as far as we are concerned.  We hope that Mr. [redacted] enjoys his new vehicle. 
 
[redacted]
General Manager

Unfortunately we received an inaccurate payoff on customer's previous loan. We are sorry for the misunderstanding but it still does not change the customers obligation.   We deposit all checks and have a company policy of 10 business days to return any deposit given by check.  However...

we encouraged the customer to stop payment on her check if she could and we would reimburse her the charge.  She fails to mention that in her complaint.  The matter is closed as far as Crowley is concerned. 
Tom M[redacted]
General Manager

Cus[redacted]ers purchased the vehicle on Thursday evening August 8th.  The deposit was processed on Friday at 12:43 p.m.  As per the signed and dated purchase order, it clearly states "no refund of deposit" per Connecticut requirements.  Cus[redacted]ers backed out on Saturday.  We do...

not return deposits.  However the cus[redacted]er has a store credit for $500 indefinitely.  
 
[redacted]
General Manager

Complaint: [redacted]
I am rejecting this  because : Once again [redacted] said it was pending the remaining balance on vehicle being traded in. [redacted] has done this before!!! I will not be blackmailed into buying a vehicle. If Crowley wants to give a dealership credit it can be done by [redacted] card or used at any other Crowley dealership because this cus[redacted]er will not do business with them. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I, [redacted] give $2,000 dollars down payment for the 2008 [redacted] when I buy the car , and yes I give the car as a trade in because that was the only way your dealer will work with me because your dealer always refuse to fix the car problems even when the car still under warranty from your dealer. And yes I buy the 2011 [redacted] from [redacted] dealer when you took my car as trade in but you never say that I give you over $3,630 dollars again for the [redacted] and at the end where are the 2,000 dollars I give you for the [redacted] when in your dealer the sales manager tell me that I wouldn't go to loss the 2,000 dollars and I never said that I cover the cost of the rental car for over a week out of my pocket when your dealer have the car when I bring the car to be checked , because they tell me your dealer don't do loaners but I see other people drive in loaners from your dealer when they got their car in service in your dealer , plus the $340 dollars I do for the payment of a car that I use only 16 days on almost 2 months and for that reason I don't think this situation is over until you guys accept that your dealer sell me the car knowing all the problems the car have and that your dealer took my $2000 dollars that I will like to know where that money are because I give you over $3,000 dollars as a down payment for the 2011 [redacted] .and the only reason your dealer do everything in your power to work with me was because I bring you to the court and you guys know I will win because your dealer do really bad and not right when work with me thank you
Sincerely,
[redacted]

[redacted] purchased a "used" [redacted] that had no floor mats in it.  He negotiated all weather mats into the purchase which he received.  "After" the purchase Mr. [redacted] found the original factory window sticker in the vehicle which listed the carpeted mats when the truck was...

new which it was not.  This had nothing to do with [redacted] purchase. Crowley does not owe [redacted] further.  We are sorry that he is upset but the matter is closed as far as Crowley CJD is concerned.  Thank you.[redacted]
Operations Manager

Mr. [redacted] paid $11,994.00 plus tax and registration for the 2008 [redacted] that he purchased on February 3rd, 2015.  On March 20th, 2015 he traded it back in for a [redacted]  that sold for $22,994.00 that we discounted to $21,000.00.  We allowed him $12,273.78 for his trade-in which was actually $179.80 more than he paid approximately 7 weeks earlier.  The Dealership went to the utmost extreme to please our customer. The matter is now closed as far as [redacted] CJD is concerned.  Kindest Regards.
 
[redacted]
General Manager

From: [redacted]
Sent: Monday, April 21, 2014 1:32 PM
To: [redacted]
Subject: Complaint ID #[redacted]
Dear Ms. [redacted],
   I have spoken to Mr. [redacted] on many occasions.  He has received what he has paid for in its...

entirety.  All paperwork is accurate and signed properly by Mr. [redacted].  The matter is closed as far as Crowley is concerned.  No further concessions will be made. Please call or email if you have any questions.  Thank you.  
[redacted]
[redacted]

When Mr. [redacted] picked up the vehicle, The scratch on the front bumper was reviewed with the team manager and the technician who work on the vehicle. it is our determination that the vehicle was not damaged by us. Also our repair orders clearly states that any damages that occur to vehicles in...

our lot that is beyond our control is not the responsibility of the dealership. If we had damaged the vehicle we would simply repair it at no cost to the customer. That is not the case. [redacted] Service Manager, Crowley Chrysler

Review: On 9/14/2015 I ordered 2 wheels (Rims) at Crowley Dodge to replace the wheels damaged in a car accident. These wheels are custom wheels (red rims) made specifically for this vehicle( Redline Rally Challenger).

On 9/29/15 the wheels came in and were installed at Crowley Doge. When I picked up the car the side that the wheels were replaced on was parked close to another vehicle so I was only able to see from side and all appeared fine. This car isn't drive much, never in the rain, to malls or in the winter. It's also covered when garaged and well maintained and keep it very. On 10/12/15 (Columbus day) I gave the car a full detail cleaning and kneeling down and cleaning the in/out sides of the rims I noticed the rear rim with a imperfection. I called Crowley that afternoon to speak to the Service Manager to setup a time on 10/14/15 so he could look at the vehicle (I waited to 10/14 because it was going to rain on 10/13). At the time he was very negative and said they probably couldn't doing anything since 2 weeks have past and he told me I should've noticed it when I picked it up. Who kneels down to check every inch of a wheel, plus I couldn't because of how the car was parked. Even if I noticed the that night at home, based on his tone, I'm sure I would've gotten the same answer because the car left the lot.

On 10/14/15 I visited Crowley and spoke with the Service Manger to show him the vehicle, we didn't get off to a good start because first I had to call three times that day which he knew I was coming in to confirm a time (he never returned my calls) until the third time and someone said to come in by 4:30. He took some pictures and was going to send them to Dodge, but he was rude the whole time and even said to me "You Tell Me How It Happened" and you really had to hear how he said it, I got very angry because there was an accusation that I did it? Based on his attitude, I very much doubt Crowley Dodge is going to do anything. I actually think the wheel looks like it was damaged in the garage and someone hit it by accident and didn't say anything because of the cost.Desired Settlement: Repair or replace the wheel. Crowley Service is/was quick to disregard my concern.

They were quick to put blame on me.

Business

Response:

We had Mr. [redacted] come to the dealership so I could inspect the rims. If found there was a defect they would be under warranty, We found the rim had damage, approx. 2 weeks after we installed the rims. Crowley Chrysler can not take responsibility for damage to a vehicle 2 weeks after it left our dealership. Tim S[redacted], Service Manager.

Consumer

Response:

As I stated in the complaint Crowley park the car close to another on the side the rims were replaced so only standing from front & Back you could see the rims. The Rim in question with the mark really can't be seen from standing near it. I found it when cleaning after returning from a trip on Columbus Day. The Service Manager told me he take pictures and send to Dodge to review which was a complete lie because I received a call the next day by 11:00 saying the found no fault on their end. I'd like to see proof that on 10/15 that photo's were sent to dodge, if never done then why did he LIE.

I found from other complaints on Revdex.com that it appears this is pattern of blaming the customer.

Review: [redacted]

I am rejecting this response because:

Sincerely,

Business

Response:

The customer picked up and paid for rims without any incident. Two weeks later he contacted us and said that one of the rims was damaged. We examined it and it appears to have been hit by something. It is quite noticeable. He never would have left the Dealership if it had been damaged here. We cannot be held responsible for something brought to our attention after 2 weeks of driving. The matter is closed as far as we are concerned. Regards Tom M[redacted]General Manager

Consumer

Response:

Review: [redacted]

I am rejecting this response because:Hi [redacted], I clearly know Crowley isn't going to do anything for me (If fact Chrysler Corp. is looking into this for me and was very concerned with the individuals involved). Anyway, I'd like to add a reply to Tom M[redacted] comment so the public has a clear understand and not to have Crowley have the last word to try and switch the blame on me the consumer."First of all the Manager Tom M[redacted] never saw the vehicle and is calling it noticeable because he looked at a photo taken by he Service manager from less then 1/2 inch from the dent which I had to point out. It's not noticeable and any photo taken that close would be noticeable taken in that contexts. If Fact I did some tests on my own and depending on the routine of the wheel, it's almost impossible to see the dent/mark. If the wheel is position with the dent/mark on top you'd be able to find it easier, if the positioned on the bottom it's impossible without getting on you knees and searching for it (with the knowledge it exist).Also Mr. M[redacted] never addressed the fact the service manager told me he was going to send the photos to Chrysler for review (which never happened)"Please let me know if you can add the reply above.Thanks,[redacted]

Review: I purchased my 2013 [redacted] from Crowley [redacted], back on July 30th of 2013. During my finalization of my purchase, I was told by the finance manager, that in order for the bank that I got my loan from, [redacted], the bank required [redacted] to cover all of my maintenance repairs, so that I would have no reason not to pay the bank for my car. I was given a sheet of paper that showed all of the covered repairs. Repairs like oil changes, inspections,break work, transmission cleaning, and other maintenance repairs were listed on that sheet of paper. I agree to the terms. When I went in for my most recent oil change on October 8th 2014, I inquired about this maintenance program to the employee working in the service desk, who I believe was [redacted]. He informed me that my maintenance plan only covered oil changes and must-point inspection. I informed him that, I was told by a lady in the finance department that it covered more. He chuckled and said, "was she a blonde lady?" making it seem like she has told other customers this before. I was obviously mislead by the finance manager about my covered maintenance.Desired Settlement: I would like for my maintenance that I was told would be covered to be covered.

Business

Response:

Dear [redacted]/Revdex.com,In response to complaint #[redacted], Crowley [redacted] would like to start by apologizing for any miscommunication that lead Mr. [redacted] to make a complaint with the Revdex.com. After further review of all the documents, we are confident that Mr. [redacted] was given the option to purcahse and/or decline all coverages offered to him at time of delivery. The documents show that he opted to purchase a [redacted] service plan (highest level of coverage) which pays for repairs to his 2013 [redacted]. Mr. [redacted] was given a pamphlet which clearly states what components are covered. In addition and because he purchased a service contract, he was given a Lifetime Oil Change card which covers his oil/filter changes as well as multi point inspections (it does not cover any additional maintenance). We are committed to 100% satisfaction both during and after the sale and feel we provided a thorough explanation of all coverages. If further disclosure or discussion is required, please have Mr. [redacted] contact myself or [redacted] at ###-###-####....ext [redacted] or [redacted]. We can also be reached at [redacted]. Thank You,[redacted]

Review: I purchased a Nissan Sentra from Crowley Nissan about 6 months ago. Two weeks ago it broke down and we later found out that it needs a whole new transmission and rear end assemble. The vehicle was only 6 months old. Being told by our original salesman that our vehicle would never be worth what we owe and that any one who we may ever want to sell this car to in the future can find out about these mechanical problems, we should purchase a new vehicle. We went ahead and did this and original quote was 20 dollars more a month. When we went to pick up it ended up 40 dollars more a month because I originally had a trade in when I bought the car 6 months ago and now I do not. The service at this dealership was absolutely horrible starting in the service department when it was towed. At one point the salesman [redacted] yelled at my wife on the phone because she questioned him about a service he said was done but the service department knew nothing about. We also had the GM of the dealership tell my wife "I did not make the car". I should not have to pay all this extra money for a car that was deffective!!!Desired Settlement: I would like the dealership to stand behind their products and offer some kind of refund to offset the 2880 it cost me for the exact same vehicle.

Business

Response:

Website Complaint Response:

Crowley Nissan did everything possible to rectify the situation. When the transmission was found to be defective, we provided alternative transportation. We worked with Nissan Motor Company to have the transmission replaced (under warranty). The process took longer than expected because the defective part was on national backorder. The customers reached out to [redacted] in our Internet office and stated that they wanted to get rid of the vehicle because it was a headache. We presented them with a couple options, one being to trade their vehicle in for a new one. The customer agreed as stated in the complaint. They reached out to Nissan Motors and opened up a consumer affair case. Nissan opted not to do anything for them to rectify the situation. In conclusion, Crowley Auto is here to provide an exceptional buying experience both before and after the sale. Please contact me for additional details pertinent to the case and/or with any further questions. Thank You, [redacted]

Sent on: 12/23/2013 11:42:08 AM

Consumer

Response:

Review: [redacted]

I am rejecting this response because: As stated in their response my wife did contact [redacted] who was our original sales person because he said let him know if we ever had a problem. My wife contacted him the next day after the vehicle broke down to tell him about the poor service she received from the service department. When she explained what had happenned he began his sales pitch telling her that she should trade it in because the vehicle would not have the same value afterwards because this will always show on the carfax search. He said he would get the same vehicle and make it so there would be nothing more out of pocket. That's when she decided to trade because why should we keep a vehicle 6 months old with such a major repair. We were never given a price sheet showing us what the car was costing us or the payment. I have purchased many vehicles and they always provide this when we agree on a price before they get the car. So on the day we go get the car the finance manager breaks it to us at this time that the payment is $40 more a month for the same car. He also gave us the story that we needed to do this because the repair record will always follow the other car. So we will end up paying 2880.00 more for the car through no fault of our own. Because of their shady sales practices they should be responsible for a portion of the 2880.00. Also they represent and sell the Nissan product so they are responsible for it. I would be willing to accept 1000.00. If they do not agree I have already sought advice from counsel and will take further actions against them. I think 1000.00 is more than fair.

Sincerely,

Business

Response:

From: [redacted]

Sent: Tuesday, January 07, 2014 12:41 PM

To: [redacted]

Subject: Case # [redacted]

[redacted], good morning….I am replying to the rejection response from [redacted] and [redacted] – Case id # [redacted]. As originally stated, the [redacted]s had several different options, not just the option to trade out of their vehicle. The first option was to repair the vehicle and/or replace the defective parts. Under the manufacturer’s warranty, there would have been no cost associated with this option and the customer would have received alternate transportation during the repair. One of the benefits to purchasing a new vehicle is that it comes with a manufacturer’s warranty to cover any unforeseen issues such as this one.

Another option would have been to trade them out of the vehicle and sell them a new one. [redacted], who contacted us and in discussions with [redacted], leaned towards this option because she did not want to wait for the repair to be completed and did not want to drive a vehicle knowing it had an extensive repair (as stated in their response).

The [redacted]s always had the option right from the beginning to have the vehicle repaired while driving one of our vehicles. They had the option to not purchase a new vehicle because of a discrepancy in the monthly payment. We did not pressure them to purchase a new vehicle and they chose to go with the option to trade.

Given the circumstances, we wish they repaired the original vehicle because they are unhappy as stated in the complaint. Crowley Auto has been a reputable business for over 40 years and our goal is 100% complete customer satisfaction. I personally spoke with [redacted] and [redacted] at Nissan consumer affairs to ensure that the customer was being treated fairly and was lead to believe that Nissan was going to offer some type of compensation for the customer’s trouble. Needless to say, Nissan did not offer anything and the customer became very upset….hence, they sent in a complaint to the Revdex.com and also berated us on several review sites such as cars.com and dealer-rater.com (all of which impacted our business).

Despite the situation, I am willing to sit down with the [redacted]s in person to discuss all of the facts relevant to the case and hopefully put closure to this ordeal. Please feel free to email or call me with any further questions.

Thank You,

General Manager

Crowley Nissan

Consumer

Response:

Review: [redacted]

I am rejecting this response because: again because no written contract was ever signed by either myself or my wife stating the price of the vehicle which has always been done for every car I have ever purchased. They withheld the final payment discrepency until we showed up on the day we were to pick up the car and also after they called our insurance company to change insurances with our authorization on the cars. Mr [redacted] keeps stating that satisfaction is there #1 goal and would like to meet with us. I only filed this complaint after numerous conversations. I last spoke with Mr [redacted] on 11/18/13 and he left the conversation telling me he would try and work something out with Nissan and would call me the next day. I never heard from him again. I later filed the complaint and also posted reviews to try and let others know what a dishonest company they are. My wife and I kept notes of every conversation and you can see the detail in those reviews. I don't believe Mr [redacted] knew everything that went on up until the point I contacted him because [redacted] not only was dishonest with us he never told Mr [redacted] about any of the issues we had. So in conclusion I am hurt negatively financially because of their dishonesty throughout this ordeal. This is not the only situation they had like this according to other reviews. Seems like they have had issues in the past about changing prices.

Sincerely,