Crowley Chrysler-Plymouth, Inc.

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,

Review: [redacted] DOESN'T want to know.There were a number of issues throughout the sales process. What I see as the underlying issue is a matter of inaccurate and incorrect information processed by the salesman and a lack of effort to resolve these issues by management after numerous attempts to resolve these issues I am stuck with a truck that does not satisfy the requirements I listed out; i.e. what I requested did not translate into receiving the goods I thought I was purchasing. To start I ordered the truck; i.e. sign/returned paperwork and mailed deposit 10/31/13. I was told the truck would be ordered the same day they received the signed contract - 10/31. The truck wasn't ordered until approx 11/12. I was told I would receive the truck before end of year -2013. I did not take delivery of the truck until end of February 2014 due to their failure to adhere to the timeline that was originally outlined by the salesman. When the salesman was confronted about this he lied on a conference call to me and the GM. I ordered a stainless steel plow and received a mild steel plow. When I originally brought up the issue of the plow the salesman again lied to the Sales Manager by stating I wanted to cut costs and this is where he did. This statement is completely false. In addition the plow that I received (Mild Steel) was quoted at $5900 and I was charged $6125. When confronted about the difference in cost they offered to pay me approx $340 and I would then be responsible for exchanging the snow plow 2.5 hours away. When I asked about compensation for fuel to complete the exchange I was denied.Desired Settlement: I want the plow delivered to me for $6400 which is a difference of $275 from what I was originally was quoted for the Stainless Steel Plow. I am more than happy to pay the difference for the product that I wanted and ordered vs being overcharged for a product I do not want and have not used.

Business

Response:

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.

Review: First I was outright lied to buy the finance manager whom after leaving unhappy after waiting 3 hours on my first visit there he tells me he is sure he can get me a vehicle would I let him work on it. I cannot put all the details here because I run out of space but I let him do this because he said he had a new bank he was dealing with that was blowing everyone out of the park. Well that was another lye he ran me at all the same banks he did the first time. Bottom line he could not and did not get me in a vehicle because he claimed the bank wanted more money down and different verifiable records which also was not true because I now went somewhere else and within 30 min I have a vehicle with the same bank and I had know issues with my documents and I had 100.00 less of a deposit because [redacted] refused to give me my deposit back in cash or check on the spot knowing I needed it to put down on a car. I have to wait to receive it in the mail. I was lied to over and over and I feel I was treated very badly. I would never recommend them to anyone and I do not feel they should be allowed to do this to anyone they choose.

Account_Number: Signed contract

Desired Settlement: I am not sure what can be done. I don't feel I should have to weight for my money and His boss should know the full and actual facts surrounding this incident because if he was made aware I am sure he does not know the entire story of what happened and I am sure I am not the first person to be dissatisfied with this dealership. People who truly need a car and a dealership that will help should not be subject to this kind of treatment just because they have a problem with their credit score.

Business

Response:

Business Response /* (1000, 5, 2013/07/17) */

Customer could not supply necessary documentation required by the Bank. Refund has been issued.

Review: [redacted] the sales rep told us that we were just signing a preliminary paper work and it was not the final contract but he said that we needed to leave our credit card #, but that he will not charge us. After telling [redacted] that we did not want the vehicle he charged our credit card $500 and said it was non refundable. We have tried speaking with [redacted] and [redacted] the supervisors but no one has returned our calls. We are $500 down and have no vehicle. I goggled the company and notice that [redacted] has done this before.Desired Settlement: We would like our full refund back so we may continue to shop for a vehicle

Business

Response:

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.

General Manager

Consumer

Response:

Review: [redacted]

I am rejecting this response because: [redacted] 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[redacted]er consumer report and banking information also pay off information on vehicle that was being trading in. [redacted] injured a deposit to hold the vehicle, he stated he would not charge us. [redacted] never informed us of store credit. We do not feel comfortable doing business with this dealership due to [redacted] being dishonest.

Sincerely,

Business

Response:

Once again, the cus[redacted]er has a store credit. We will be happy to apply their deposit to a future purchase. All documents are properly signed. The matter is closed as far as Crowley is concerned.

Consumer

Response:

Review: [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,

Review: On February 5, 2015 , after few visits to this dealer to look at a [redacted] , I speak to the person in charge of financial department that day and tell him about my concern about the turbo and turbo lines in this car , we speak right on front of the salesman that go by the name of bill. The person of financial department tell me that the service department went all over the car and the car is in perfect condition without a doubt and he will give me 60 days or 3,000 miles warranty on the car if anything wrong with the turbo or anything mechanical they will takecare under the warranty. I accept the agreement and buy the car that day I do 2,000 dollars down payment with a payment of $337.00 monthly. I bring the car 2 weeks after because of lot of noise in the car and they tell me in service department that the car was sold as is , but I show them the warranty papers they give me with the purchase of the car and they agree to look at the car that day , they call me same day and they said they check the car and everything is fine no problem but I don't agree because the sound still in the car . They tell me they gonna send the car to [redacted] dealer at [redacted] to be check by them and I agree. The next day [redacted] call them and let them know that the car have lines that go connected to the turbo leaking oil and the transfer case is making noise and need to be check it. The radiator is broken and need to be replaced iand the front headlights need to be replaced and the total cost of repair is almost $5,000 dollars the [redacted] dealer call me and said that is no cover under the warranty Because they r not safety issues but for me they really are because the car can completely broke down any minute and I just buy the car and in less than 3 weeks start showing all this problem that I think the dealer hide it so they can sell the car . [redacted] dealer tell me the only way they can help me is I give them the car in trade in and they will give me $8,000 for the car and buy a new car for them the remaining money from the [redacted] car will be attached to the new loan , they said if they only gonna fix the radiator and if they fixed an at my own the wouldn't do anything more , the run my credit again few times and said they want to give me another car that will pay $375.00 dollars monthly for 72 months with another $3,000 dollars down payment . I don't agree because it's way too much and I really don't want to do that and they insist on that . I tell them I want my car and they tell me if I want it I got to pay the [redacted] out of my pocket , and so sure they know about the problem because 1 week before I buy the car the price was $13,900 I take the car to test drive and I tell them about the noise and they said they will look out the problem and call me after I made an offer of $12,500 for the car and they refuse it but 4 days after they call me and said the car is all done and they offer me the car for $11.900 after they refuse it $12,500 that's sound like tricky for me . The only I ask for is to get my car fix they got my car for 12 days and I been paying a rental of 45 dollars a day because they don't do loaners but I see them loaner cars to other customers but not me that I think it's not fair I just want them to fix my car under the agreement and promise they made to me or give me my down payment back and they can keep the car I think is just the right thing to do and the honest way to treat customers ....... Thank you very muchDesired Settlement: Get my car fix or return my down payment back to me with the money I already spend in car rentals

Business

Response:

To Whom it May Concern,Mr. [redacted] purchased a 2008 [redacted] with 116,639 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 [redacted]. We hope that he will happy with the [redacted]. Thanks,

Consumer

Response:

Review: [redacted]

I am rejecting this response because: at the end of the day I lost the 2,000 dollars that I give for the down payment of the [redacted]

Sincerely,

Business

Response:

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

Consumer

Response:

Review: [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,

Business

Response:

[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

Review: Car was towed in by my mechanic. Computer for my vehicle was purchased prior to the dealership diagnosing my vehicle for the actual problem. Upon installing the (computer) the Crowley dealership contacted me & stated that the computer was not the issue and & the issue was a job that would cost 175.00. Allegedly, Crowley disclosed that they diagnosed the issue after replacing the computer. I paid 889.00 for the computer inc. labor. They replaced a part that was not required. They expressed they did not first diagnose due to my mechanic "telling them" that my car required a new computer. My mechanic reports he told them to diagnose and he thinks that a computer might be the issue. He also specified that my car had an error code, upon arriving to Crowley. I asked new computer to be removed they refused. I offered to pay for labor to remove part, that was refused. I asked to negotiate price, they refused. I was informed that calls are recorded, however not provided a resolution to my concern. It was my mechanic word against theirs. Bottom line, the dealership should have diagnosed my vehicle prior to purchasing a $$$ part. I was contacted and provided them with verbal authorization due to the assumption that my vehicle was diagnosed by the dealership(Crowley). That was the purpose of it being towed to Crowley. I was also charged a 15.00 misc and they could not explain exactly what it was referring to. I'm also confused as to why they failed to communicate with my mechanic upon discussing the issue with my vehicle.

Product_Or_Service: PCMDesired Settlement: I am willing to negotiate if it's found and/or confirmed via recorded phone call that my mechanic told them to just change the computer without diagnosing. However, my car arrived w/a trouble code and the dealer should be responsible for diagnosing prior to ordering a $$$ part. If it's found that the mechanic ?ed them to diagnose or if that's a normal practice to diagnose them I'm ?ing for the price of labor and of the computer to be restored to me.

Business

Response:

The mechanic from the other shop called our parts department to purchase the PCM, they asked if it would need to be programmed. we told them yes, so they had the customer bring it to us for the PCM replacement per thier dignostics and they did not want the vehicle diagnosed. we replaced the PCM the other shop and the customer requested us to replace without diagnostics. When that did not fix the vehicle we diagnosed and repaired the vehicle which was some wiring to the fuel pump, which the fuel pump I am being told was just repalced by the other shop. this complaint should be for the other shop that was diagnosing, authorizing and doing un neeeded repairs on the vehicle. Crowley Chrysler is in no way responsible for another shops diagnosis and no further action will be taken in referrence to this complaint. [redacted], Service Manager

Review: My complain involves health, because they're trying to force me to accept an unsafe vehicle. this is a concern for my ultimate well being and health. The vehicle I purchased on Sat, January 18 2014 had a myriad of issues from the start. I brought it in on monday january 20th and was given a loaner vehicle for use why they addressed these issue. The service dept was very helpful with all other issues, until they found out the vehicle needed 4 new tires which aren't cheap. Then I was no longer their best friend, I was their enemy. All 4 tires have visible dry cracks in the sidewalls, which immediately renders the tire unsafe and unusable. They informed me they would only pay for one. I refused that answer and told them I would pursue all avenues. They then called me back and said they'd pay for 2 tires. I still refused. All four tires on the vehicle are an exact match and wear, so they're the same age ( check the date codes... ) . Age and weather is what cracks and dries tires. If 2 are very bad, the others are "bad-borderline" BUT STILL CRACKED, I absolutely will not allow myself to be put in a situation that is not safe. CT state law requires all vehicles be safe for used car sale, if they meet certain parameters re: mileage and year. This 2008 GMC Sierra meets both. It's shown on my purchase order, it has a "3000 mile, 60 day limited warranty requiring it to be mechanically operational and sound as required by Ct. Public Act 87-393, Laws 1987 Effect Oct 1 1987 "" ( key word, "sound" ). Statement from the Federal Motor Carrier Safety Administration, saying in 393.71.2 "A-no motor vehicle shall be operated on any tire that-2) Has ANY tread or SIDEWALL separation" [redacted]they're already threatening to come "take" my loaner vehicle and leave me stranded. Basically trying to FORCE an unsafe vehicle down my throat. Imagine if I had a blowout on the highway, and caused a multi-car accident?Desired Settlement: 4 Brand new tires, or completely reverse the transaction... giving me my old vehicle back. I will not put myself in an unsafe condition due to others greed. Nor should any other american.

Business

Response:

Website Complaint Response:

Mr [redacted] had appointment for service on 1/20/2014 at which time we provided alternative transportation while his concerns were being addressed. Prior to receiving a complaint from Revdex.com, we reached an agreement with Mr [redacted] to replace 4 tires. We also replaced both front speakers. We have been in contact with Mr. [redacted] regarding his service and are here to help with any future needs. At Crowley Auto we are all very concerned with customer satisfaction.

Sent on: 2/10/2014 3:25:55 PM

Consumer

Response:

Review: [redacted]

I am rejecting this response because: This matter is still open. I will clarify, I filed this complaint BEFORE we came to any agreement. I had to make multiple clarifications to Crowley Dodge, regarding state and federal safety and warranty law, BEFORE any agreement was reached. They were very unwilling, until I did so. That being said, we have a service appointment scheduled for saturday february 15, 2014 to follow up with the original issues, and to address a few others.

When all issues have been addressed, I will gladly accept this issue as being resolved. Currently, we are still working on it. Crowley has, as of recent, been a willing participant in this.

Sincerely,

Consumer

Response:

The dealership did "address" my concerns, but made no true attempt to rectify or make required repairs as needed. They are only interested in a quick fix to shut me up. The first visit I had a brake pulsation, and they cut the front rotors. My second visit a couple weeks later, I had them check the brakes again because they're making noise, and the paperwork I received says "front rotors are blue from heavy braking " , I had only put 1000 miles on the truck since they had "done the brakes" a few weeks earlier. The breaks squeak, make noise, and now they pulse again, and are blued. This truck is unsafe, and unreliable. I truly would just like to trade it back it, at a no money lost scenario for myself, and possibly buy a brand new truck that has a manufacturer warranty on it, that I could have honored at another dealership. I do not trust this dealership has my best interests in mind, purely just their pocket book. They lied to me, they lied to my wife, and sent her home in my truck with the TPMS system completely inoperative, due to their negligence and / or decision to not install tire pressure monitors in my brand new tires, that I literally had to threaten legal action, to even have installed in the first place. The kicker, they told my wife I knew about this scenario, when she picked it up. OUTRIGHT LIE. Deceptive business practices! I live over an hour from the dealership, and they very much know this, and know it's a hassle for me to get my vehicle in to be serviced, so their hope is to prolong this situation untill the 60 day used car warranty is up. I have video of the squaking brakes, and paperwork showing , with "minimal information" on it from them as to make this process harder, these statements to be true. I have many emails of the many requests I have made to have this remedied. It took me 3 days to even get in touch with them once, as they kept having me send multiple emails over and over, and forwarding them over and over, because their "email system was having technical difficulties". I even left multiple voicemails at that time, that they said got caught up in this "technical difficulty" process. They avoid me, and avoid repairing my unsafe, unreliable truck.

They are giving me the run-around, and I just have run out of options. The truck is an unsafe, unrelieable piece of junk, and they won't stand behind it. I want them to take it back without $$ lost on my part. If I can do that, i'll leave them alone.

Review: I brought my 2012 [redacted] to the Crowley Chrysler dealership for a service recall on Saturday 8/22/2015. Before leaving my vehicle with the dealer I walked around my [redacted] ensuring that there were no visual damages to be noted. Upon picking up my vehicle I took a brief walk around my [redacted] and noticed that the front bumper had two small embedded marks(Scratches). I spoke with the shift manager [redacted] before leaving and had the damages noted on my service invoice. [redacted] said I had to speak to the service manger [redacted] about the damages. On Monday 8/24/2015 I went to the dealership to speak to [redacted] about the damages to my vehicle, and he basically told me there was nothing he could do for me and that the dealership was not responsible for any damages that may happen to a vehicle while in their possession.Desired Settlement: My desired resolution is that the dealership be held responsible for the damages to my vehicle while in their care. I should not have to bare the burden of paying to repair my vehicle.

Business

Response:

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

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I know with out a doubt that the damage to my vehicle happen while in the care of Crowley Chrysler. The dealership worked on my [redacted] twice in the same week; I brought my [redacted] to the dealership originally on Saturday 8/15/2015, because I needed to have my alternator replaced. As always, I walked around my vehicle to note that there were no damages before and after the repair, and there was not. The second time the vehicle was brought in to repair a recall on Saturday 8/22/2015, I did as I always; walked around my [redacted] to note if there were any damages prior to the vehicle being repaired, and there were not. However when I arrived back to the dealership that afternoon after the repair was complete to recover my vehicle; I did my customary inspection and notice that the front bumper was damaged; it had two small embedded marks(scratches)on the front bumper. I went back inside to speak with the team manager [redacted] about the damages and he said that he spoke to the technician who worked on my vehicle, and he said he did not notice the damage. I request that [redacted] note the service invoice for the damages being reported that day before I left the dealership. On Monday 8/24/2015 I returned to the dealership to speak with [redacted] about the damages; he said there is no way of indicating that the damages happen while in the care of dealership and that he was not going to repair it, because basically there was no proof to confirm my complaint and further more the dealership was not responsible for any damages that may happen to your vehicle while in the dealership for repair. I strongly disagree, because I entrusted the care of my vehicle to the dealership; to repair my vehicle and in such a case any reasonable person would deduce that the dealership would be a good steward over my investment ( my vehicle) and not have such a calculated and callous response to my complaint.

Sincerely,

Business

Response:

At this time we feel this would be a matter for Mr. [redacted] insurance, and Crowley Chrysler insurance to sort out. We have no way to prove where and when the damage occurred. The technician that worked on the vehicle did not damage the vehicle. We do not know if it happened prior to the service visit, when parked out in the lot, We do not know. Again we feel this matter should be settled by the insurance companies for both. [redacted]

Review: Sales Manager, Jon B[redacted] called 2 hours prior to me picking up my new car and trading in my old car, which he said could not sell me the car because he made a mistake with the payoff and was an extra 8,000 dollars off. We had already signed contract and was suppose to pick up the car prior on 9/7/15, but he could not get it detailed in time so I didn't want to rush the situation and waited extra day. After calling me and canceling deal I asked for my 1st months payment back which he told me I had to give him prior to picking up the car and he said he cashed the check so it would be returned in 7/10 days after they finish processing it (he cashed it though I did not have the car and it was the first months lease payment). I told him that was my car payment for this week that he was suppose to take on trade and I do not get paid for another 2 weeks so how was I going to pay my bill. He began to mock me and say "Really, really [redacted] 300 hundred dollars is going to hurt you like that". It was 377.38 I gave him and asked can you cut me a check since this is not my fault at all and in fact was his/company. He began to get annoyed and said no he can't due that and he doesn't know what else to tell me and all we would do is go round and round with this issue. He said he sees this all the time and there is no other solution and this is the only way to get it returned. This was a signed and completed deal with my 1st lease payment cashed without having vehicle in my hand due to the "detailing of the car issue" and they gave me no resolution.Desired Settlement: For this employee to have some kind of reprimand for the way he treated a customer or change the policy of cashing checks prior to receiving the exchange, or the 377.48 for restoration for all the time spent and stress that this issue created by Jon B[redacted] as this one day process took 3 days to clear up.

Business

Response:

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

Review: I leased a 2015 [redacted] on April 30, 2015. Two days ago, June 23, 2015 I was driving on the highway and the vehicle completely shut down, it started up again but then shut down on its own 3 more times before I made it home. I am extremely lucky I was not hit by another car. I called [redacted] department extremely shaken up and was told there was nothing they could do for me until I got the car to them, then rudely given the number for roadside assistance. After waiting for 23 minutes I was able to set up a tow. Then the tow company called my house (not cell as instructed) and left a message saying the wait would be 2plus hours and they can't proceed with the tow until I confirm the wait time is okay with Roadside assistance. I called back, this time waiting 28 minutes to confirm the tow. The truck arrived almost 3 hours later. I went to Crowley the next day and was told the service repair man took my car for a test drive and the car shut down on him so they were sending another tow to get it. I had to argue with one of the service managers to agree to pay for a rental car in the mean time. I told him I needed an SUV comparable to my [redacted] since I am a teacher and moving stuff from my classroom to a different school where I teach in the summer. His exact words to me where "every SUV in the state is being rented right now because of the Travelers golf tournament, it's impossible to get one." I went home, called [redacted] myself and had an SUV reserved to pick up the next day. I called Crowley to inform them and they agreed to pay for it. I arrived at [redacted] this afternoon and was told Crowley only agreed to pay for a standard car and I was responsible for the difference if I wanted an SUV. After numerous phone calls Crowley finally agreed to pay for the SUV. It has been two days and I have not received ONE phone call FROM Crowley with a vehicle update or call from the general manager that I also requested. My [redacted] is brand new and I have only owned the car for two months, whatever is wrong with the vehicle is in no way my fault and the way I have been treated over the past few days is disgusting.Desired Settlement: Having the car shut down on the highway was terrifying, I would like to be guaranteed the car is completely safe when it is returned and some sort of compensation for putting me through this horrendous experience.

Business

Response:

VEHICLE HAS BEEN REPAIRED UNDER WARRANTY AND THE CUSTOMER WAS SUPPLIED WITH A RENTAL VEHICLE WHILE REPAIRS WERE BEING COMPLETED.