DeCozen Chrysler Jeep Dodge Ram

TOLD TO GET THE "F" OUT OF HIS DEALERHIP

I went to Decozen to inquire about leasing a new 2015 Jeep Grand Cherokee Limited. I was working with a very professional salesman by the name of George Labrunda who knows members of my family and also other close friends of mine. He was nothing but professional and clearly presents himself that way at all times. We were negotiating what they were giving me for my 2010 Range Rover and George had to go discuss this with the owner Jerry Cerino. Mr. Cerino came back with a Galves book and stated to me that "my vehicle depreciated another $500 in just 30 days" and I asked him "what the Galves ready price was." He said, "nobody give Galves ready for a vehicle." I replied they most certainly do when the vehicle is in the condition that mine is," and he told me to get the "FK" out of his dealership right in front of the salesman George Labrunda. I immediately replied to Mr. Cerino "that was the most unprofessional choice of words that any owner could ever say to a customer." Mr. Cerrino needs a lesson in customer relationship management and is clearly the most unprofessional dealership owner that I have ever encountered. I am following up with a letter to Chrysler to let them know how their brand is being represented in the market. There were other people in the showroom with children and I hope they heard that comment he made to me and left immediately.

Review: My daughter received a ticket on her leased Jeep in April. The ticket was for the DeCozen advertisement around her rear license plate, covering New Jersey.

I have had multiple calls with DeCozen attempting to resolve the issue, but they insisted that it was MY fault for not fighting the ticket and have refused to pay for the ticket.

Each person I spoke to said that they were going to take care of the problem but to no avail.

They finally offered me a free oil change which was not acceptable.

The shame of the matter is that my daughter, whom I am leasing the vehicle loves the jeep, but coming this September I will not be re-leasing or purchasing any vehicle from a dealership that does not know how to take care of their customers

This matter is way beyond the $54 ticket. It is an issue because of lack of follow-up, lack of apology, lack of taking responsibility, and insinuating that the police did me a favor by giving my daughter a ticket for the license plate frame to avoid a higher fine of multiple tickets. Where did they get this information? How did they come to this conclusion?Desired Settlement: I would like an apology in writing from DeCozen & a check made out to my daughter, [redacted] for the $54.

Business

Response:

I am sorry that his daughter recived a ticket ,,,, but our liscense plate frames are made by (nj car ) a collection of all nj dealers and lawyers and officials from the state of nj .. they make the frames that go around the license plates of almost 90% of all nj dealers .. they are 100% compliant and legal .. when his wife called originally she had told us the multiple reasons her daughter was pulled over and as a courtesy to his daughter the wrote her a license plate frame ticket that has no moving points and a small fine .. then he expected reimbursement from us ,, we sell over 200 cars per month and have been using the same plate frame since 1985 that's 6000 plate frams on the road and never a single ticket till now ,,,???? as a sign of customer service we have offered the customer free oil change a value of $49.00 dollars and he refused // to extend additional customer service I can give 2 oil changes aswell as offer a $250 loyalty coupon towards a new vehicle since the vehicle they have is up ion September ... again I am sorry this happened to his daughter ..

Review: My car was serviced by them for many years, and trusted them for their great work. Recently the oil on the vehicle was changed, but was really surprising to me when the engine starts making noise. The car was taken to a service station to check for the noise, were I thought something rubbing against the grill of the car. When the mechanic open the hood of the car to check for the oil, the dip stick was missing. The mechanic told me he will not touch the car, since the dip stick is missing, and the oil change was done by the mentioned dealer. He told me to contact the dealer, and tell them that the car is making noise, and the oil dip stick is not there in order to check for oil. I have contacted them , and the car was towed to them, without me being there. The next day they contact me, and told me there was oil in the engine. The question is if they forgot to put back the oil dip stick back, then how did they check the the level of the fluid in the first place? On another occasion they left the cover of the air filter ope. As a consumer do we have to check on dealer work, since they are considered professional at their work?

Then told me, and want my permission in order to open the motor, and charge me for it, which I do not have any problem at all. Two days later, they contact me, and was informed that the engine is dead ( Connecting rod problem), and need new engine. The dealer should do a better job, than the other mechanics, but unfortunately not. They cause damages to the cars, but do not take any responsibilities of their own work.Desired Settlement: The dealer should be countable for their work and/ or mistakes. They should have a supervisor to check on the employee work

Hope now one have another complaint about that dealer

Business

Response:

we are sorry [redacted] is having problems with his 2004 dodge Durango ... [redacted] had come back to us on 5/8/2014 stating his dip stick was missing we worked on the vehicle almost 2 months prior on 3/11/14 we had done an oil change .. we check every car before it leaves after any service and we have no record of the dip stick missing on 3/11/14,, [redacted] also said we had not put on an air cleaner top on his vehicle .. we had gone back to [redacted] records from his first visit and we see no record of that in our files .. we can forward [redacted]s files to anyone who would like to verify this.. [redacted] had also been informed and signed the repair order back on 10/15/13 that he was missing a dipstick .. so we assume that whoever checks the oil on the vehicle is misplacing the dipstick ,, we are not sure ,,again I have supporting documents showing [redacted] has brought his vehicle in with a missing dipstick .we feel bad about the situation and what we can extend to [redacted] in the spirit of customer satisfaction we will sell him any required part to fix the vehicle at 10% over dealer cost plus a discount on the labor ..or give me a 1000 trade in voucher that can assist him on a new vehicle . please let me know what we can do to help the situation

Review: Brought my car in took them 4 days to diagnose what was wrong with it. The mechanic [redacted] told me it was the fuel pump modular which was not covered by my warranty so I contacted dodge headquarters and when they contacted me back they told me upon investigation they discovers it wasn't the fuel pump misdial and it was something else that I never authorized them to repair and headquarters filed a complaint for me. And when I called the dealership [redacted] no longer worked there and when I asked to speak to the manager they put me on hold for 12 min only to pick up and realize I was still on the line and brush me off. So needless to say I never spoke to a manger about my situation.Desired Settlement: I was told the fuel pump module would be 1242 plus tax and 45 a day for storage fees. I'm still waiting to hear back from them regarding the new price.

Business

Response:

I am sorry mrs [redacted] is having a problem with her dodge journey and I think their is some confusion about the problem with the vehicle .. the vehicle needed a total intergraded module ,,, this module controls the fuel pump (it is what tells the fuel pump to activate when the ignition is turned on) the fault codes we had gotten for the vehicle not running is fuel pump pressure .... pressure..... the total intergration module was not covered under the customers warranty ,,the customer authorized the repairs and we did them for the price they authorized .... the vehicle has been done since 5/2/14 and stated and the vehicle is accurring storage charges as of 5/5/14 .. the customer is aware of this .. the customer on 5/31/14 tried to trade in the vehicle but we were unsuccessful in getting the deal done because this vehicle we are discussing is currently on the bank watch list for possible repossession .we are unaware of any new price we are suppose to give the customer ... but we are willing in the spirit of customer satisfaction is to waive any storage charges if vehicle is paid for and picked up by 5/3/14

Consumer

Response:

Review: [redacted]

I am rejecting this response because:no one has contacted me to resolve any issue on 5/31/2014 as for vehicle repossession it was a misunderstanding that has been resolved.

Regards,

Business

Response:

the part the customer needed was not covered under the warranty they have .... they authorized the repairs on the vehicle ..... they did not pay for the repairs and the vehicle has been done for sometime now ... they have had storage charges adding up .... I was willing to waive the storage if the vehicle was picked up last Friday they did not .. I can reach out to customer if that's what the customer wants ,, but what is it the customer wants??? I am willing to work with them on the storage but as for the repairs I cannot they were authorized by the customer ...

Review: I am the owner of a 2011 Dodge Charger that have a known issue regarding the alternator. For Christmas 2014, my alternator and battery went bad. When calling the dealer, I was told that there was a recall on the alternator. I took my car to DeCozen on 1/7/2015 and called every day to get an update. After calling Chrysler Customer Care at [redacted] they called DeCozen and was told that my car was ready for pick up on 1/14. I went to pick up my car on 1/15 and to my surprise the car still hestitated to start. I drove the car back to my place in NJ but called DeCozen and spoke to [redacted]. She informed me that the car could be hesitating due to no gas even though there was a quarter tank of gas. So I went to Autozone and purchase a gas tank, walked to the gas station and got 3 gallons of gas. I placed the gas in the car but this time, the car did not turn over. When starting the car, it would take a minute to recognize that I pressed the ignition button, the radio would come and then the heat but the car would not start. Called DeCozen and Chrysler and was told that I need to bring the car back to the dealer. I tolled the car to DeCoZen (paid out of pocket for a faulty recall alternator or what ever they did not fix). Called and spoke to [redacted] to determine if they can provide me a loaner and was told no, as this is not available nor is a tow truck. I never heard from [redacted] at DeCozen again. I left over 20 messages w/o any returned calls. I even called requesting to speak with a manager of supervisor, no call backs. I finally called Chrysler Customer Care on 1/23 and they told me that a part was on back order and once this part was availble, the car would be available. They gave me no time frame on when the car would be available. My car have been with the dealer since 1/7 and I have no idea when I will have my car back. I have to pay for a rental that cost me $200.00 per week and $363 for my car note. No car but I have a car note.Desired Settlement: Please repair my car, or swap my 2011 charger for a newer model w/o the faulty recalls, I need a reliable and working car. Provide me with a loaner until my car is fixed or reimbursement me for the car rentals from 1/7 to present. Call me when I call for an update within 24 hours with a status update or transfer my car to Delaware where I purchase the vehicle from, and to the dealer that appear to be more experienced on recalls issues. This is an known issue as I just read about a lady that had to call 7onmyside to fix her issues with the alternator. I would like this resolve asap and I would like a call from Decozen Service Manager NOT [redacted] explaining why I have no heard from this dealer or received a call back after making 20 calls. Also is there any way they can transfer my car to another dealer for service as I don't feel they are equipped to fix this matter.

Business

Response:

let me please start by saying we are very sorry the customer is having a problem with her vehicle ... we did not sell her the vehicle ... in fact we did not even take in the car ... this was a car that was taken in by Chrysler customer care and Chrysler was the party approving all the original repairs .. the vehicle is out ..out of warranty but Chrysler customer care authorized only a alternator .... the vehicle went so long with the alternator bad we had Chrysler customer care authorize a battery at no charge to the customer ,,, so so far the customer has got a brand new battery and brand new alternator for free despite the fact the vehicle is out of warranty ... Chrysler did not authorize any more work for free ... the vehicle started went it left the dealer the vehicle came in on jan 7 2015 and was repaired by jan 13 2015 vehicle came back on the jan 16th 2015 and was completed by jan 28 2015 the reason it took longer was because customer care did not approve the work and we were going back and forth on behalf of the customer to get it covered ... cust then did not approve the work till Monday jan 26 th we can offer the customer a free oil change valued at 39.95 for all her troubles or offer to give her top dollar on a trade towards a new charger .

Consumer

Response:

I am rejecting this response because: The information that I continue to receive from DeCozen is incorrect. I have a recorded message from Chrysler Customer Care stating that my car was fixed by all the manufactor recalls on 1/23/2015. They explained to me that [redacted] (my service manager ) has been calling me since 1/23/2015 to obtain authorization on a new starter since the one I had malfunctioned. If DeCozen is stating that the car was NOW available for pick up on 1/26, why did they call me on 1/14 to pick up the car after informing me that the repairs (new alternator and battery) was fixed. Why did I have to tow my car back to them on 1/14? What did they fix from 1/7 to 1/13? What did they fix from 1/14-1/23 or 1/26? When did they find out that the starter modem malfunctioned? They had my car for a total of 23 DAYS. The same recorded call stated my car (after authorizing the new starter which I personally replaced in June of 2014) would be available on 1/28/2015. Of course, I called DeCozen on 1/28 and have not heard back until 9:53am today stating that my car was NOW ready for pickup. Well I have rented a car b/c of their inconsistent reports of when my car would be fixed and what the problem is regarding my vehichle. Chrylser Customer Care authorized (paid) for these repairs b/c this was a manfacturer recall. DeCozen did nothing to assist this process as I was the one that was on the phone with them every other day trying to get updates on my car and get issues solve. I have heard from Decozen twice, and both times was just to tell me to come pick up my car. Chrylser Customer Care offered me 2 years (up to 4 free oil changes) due to these ongoing issues and misfortunates situation with the car itself and I greatly appreciate them since they have been the ONE and ONLY contact I had through this ordeal. DeCozen never kept me in the loop about my car and I would not accept a trade in from this dealer. However, I would like a discount on the price of $480.60 for the new starter. I just paid for a new starter in June 2014 which seems strangely odd to have burnt out in less than 6 months. Something is terribly wrong here, and I refused to be the one paying out of pocket for someone's else mishap or mistake. As I said before I am thankful for Chrylser for fixing the alternator and the battery that burnt out due to the alternator. But my issue is is with Decozen customer service or lack of, and how I have been mistreated when it came to keeping me in the loop/inform. I have paid over $400.00 in rentals, a car note of $363.00 and do not have $480.60 to pay for a starter modem that burnt out in less than 6 months...I would like a discount on the price from this dealer. Regards,

Business

Response:

ok 1st of all the car is still here ...its been done she should have picked up the car days ago ...the starter she put in 6 months ago was not put in by us ...nor was it a factory Chrysler starter it was a cheap aftermarket replacement that may have lead to all these problems ... she should seek reinbursment for the faulty starter where she purchased it 6 months ago ..also the car was here for extended time because it was extenuating sircumstances we had to wait for Chrysler to give us authorization on parts on a vehicle that WAS OUT OF WARRANTY ..she should be happy that Chrysler and decozen has fixed all we did for free .. the car was not purchased here and was purchased preowned and not certified by a Chrysler jeep dealer .. the car was a previous rental car that had a hard life as well as having an accident reported on 5/13/2013 in wich the vehicle was so badly damaged it was towed away ... I think Chrysler and decozen has been more then genouous with all we have done as well as offering to trade the customer out of the car as well as Chrysler offering her free oil changes ... I don't know of any other way to make the customer happy as well as the fact the car has been done for days so why not pick up the vehicle to stop paying for the rental car ??? the vehicle has had storage charges sins jan 28 2015 ...we are willing to waive them if she just picks up her car ....

Review: On 11/12/14, I received the following email:

"Receive a $50 Prepaid [redacted]® virtual account for visiting Decozen Chrysler Jeep Dodge and test driving the All-New 2015 [redacted] 200. Our Way of Saying Thanks for Considering our Dealership".

"Dear [redacted],

We know that car buyers like you have lots of options these days-- which is why we'd like to say thank you for your interest in Decozen Chrysler Jeep Dodge with a FREE $50 Prepaid [redacted]® virtual account!"

When I went to dealership with daughter I saw salesperson [redacted]. He asked me if I was there just for the promotion or was I interested in a car. I told him both--which was the truth. I test drove the both the [redacted] 200 and [redacted] Dart. They did not have the car I was really interested in (fully loaded [redacted] Dart). He wrote a code on my coupon sheet and told me I needed that code to redeem for the gift card. Each time I go online to redeem it states the dealership did not do the redemption. I have called and been there several times. He is now telling me they are not participating in the promotion, which is not true. They are not honoring their advertisement. I have the original email, along with the coupon promotion.Desired Settlement: I would like for the dealership to honor their promotion advertisement with the original $50 prepaid [redacted].

Business

Response:

ok...first I would like to say we did not participate in the 25 dollar gift card program ...it was NOT NOT NOT sent out by decozen ... after the customer test drove 2 vehicle that she presented the gift card offer ..after looking at it we did not send it out ... this women has called [redacted] corp 3 times complaining about the fact she does not know how to redeem it ... we went above and beyond to get her the coupon code from [redacted] direct to redeem it ... she has to call the company that offered her the coupon ...again WE DID NOT SEND OUT THIS OFFER ....IT IS NOT FROM DECOZEN .... ..however she wants us to give her the 25 dollars ... I don't know how to put this more clear ... she has to call the number on the back of the advertisement for the 25dollars ... again it has nothing to do with decozen ...... WE WOULD LOVE TO OFFER HER THE 25 DOLLARS TOWARD ANY NEW OR USED VEHICL PURCHASE

Consumer

Response:

Review: [redacted]

I am rejecting this response because:1. If the dealership did not participate in this promotion, why is it that the "salesperson" asked me if I was there just for the promotion or if I was also interested in a car;2. He then proceeded to tell me they also had another promotion and I could walk away with the car that day (keep in mind the initial promotion of the gift card was still on the table); If they were not offering this promotion, why did the salesperson not say that when the promotion was presented;3. As I told the salesperson, I was there for both (i.e. promotion and car purchase), however, you could see from his body language that he was not interested in working with me for some reason--maybe he thought that I was not serious. The promotional car they were offering was a base car with NO OPTIONS. I inquired about the same car with options and he said he would have to look it up. I was pressed for time, and asked that he give me a call--which he did not. I called and left my name and number with a message reminding him that he was supposed to call me back about the car. He never returned the call. This was all in all a very unprofessional experience.4. I have the original email which shows that the promotion was generated from DeCozen, along with the emails I received from the auto support group stating the dealership had not redeemed the coupon.5. I did return to the dealership for two fold reason: 1: Mr. [redacted] was not responsive to my car inquiry or original promotion -still not telling me they did not participate; in fact I asked for the sales manager, who never came out--he asked the receptionist to ask me what was it about. I would never, nor would I refer this dealership to anyone. Finally the originally salesperson I dealt with came out. I told him I never heard from him about the car, I left a message, and then about the original promotion. I also told him I was very disappointed with the disinterest of their service. He said he would call his rep and get back to me--after a day he did with a number to customer service. After I explained the situation to them they were surprised by the dealership's lack of professionalism/service interest as well, however, they stated there was nothing they could do.6. Also, the promotion states you receive a $50.00 gift card if you test drive the [redacted] 200. We test drove both the [redacted] 200 (No options), and the [redacted] Dart (no options).7. Once again, I have the original email (generated from DeCozen--that can not be faked); the emails from the autosupport stating they did not redeem the promotion.8. If the promotion did not come from the dealership, how could they give me the value code, which is what you need to even log onto the gift rebate website if they did not participate in the promotion. The issue is when you log in--it says the dealer did not submit their promotion and to give them a certain date (which two dates have passed).9. Last, but definitely not least: My name is Ms. [redacted], not "this women" (incorrect use--woMAN). This clearly shows the unprofessionalism of this dealership, and the mere fact that they did are not taking ownership or responsibility for and should be held accountable!!

Sincerest Regards,

Business

Response:

THE PROMOTION CLEARLY STATES ON THE BOTTOM OF IT THAT IT IS FROM A PROMOTION COMPANY ....NOT DECOZEN .... ALTHOUGH WE GAVE THE CUSTOMER THE COD3E THAT THEY ARE REQUESTING ...AS FOR RECIEVING THE FUNDS THAT COMES DIRECTLY FROM THE PROMOTION COMPANY ...AND IS REDEEMED BY FOLLOWING THE STEPS ON THE PAPER SHE GAVE US .... AGAIN WE DO NOT ISSUE THE MONEY NOR DO WE DO THE STEPS FOR REDEMTION ....

Review: Purchased used $18,000 vehicle, in addition another $2,000 extended warranty for when the dealer warranty expires (30 days). Second day driving vehicle, entertainment system stopped working, brought to dealerships attention and brought the vehicle in. Was held off and passed around until day 31 and was told that we were out of warranty and would have to pay $1,300 for the part but they were being generous supplying labor free.

Plates have still not come in and was told to drive with expired plates until they could find mine.

Extended warranty company was informed of this prior to the 30 day mark as to observe the fraudulent activity they push on to the third party companies and make the consumer pay the deductible and extended warranty company pick up the loss.Desired Settlement: Repair through dealer issued warranty or return vehicle with no loss to myself as so I can purchase a vehicle elsewhere

Business

Response:

the vehicle mr [redacted] had purchased was sold to him (as is ) except for items covered under the max car warranty ,, as well as getting a much discounted price on the vehicle we were asking 19995 and he bought it for 16900 .. we are trying to get the dvd player fixed but it is not covered under his warranty.. in no way does the dvd player affect the drivability of the vehicle . or the safety of the vehicle . the second issue of the plates not being here ,,,,, well mr [redacted] according to the [redacted] has a suspended drivers license and it makes it hard for us to register the vehicle ,, we are trying to resolve both issues and we told mr[redacted] this sept 15 in person..

Review: On November 13, 2013 I took my 1998 [redacted] Caravan into the above company to be repaired. My chief complaint is that the vehicle was squealing under the hood and one of the belts was partially torn, I advised that the belt and pulley had been replaced in the last two months. I left the vehcile and received a phone call from a female representative. She advised me that the squealing was due to the belt and pulley. I explained to her again that the belt and pully had been replaced recently, I told her that I know the belt must be replaced but the pully may not need to be replace because it was replaced recently. She assured me of the diagnostic tests I asked her to proceed with the work among other things that they found that I was not aware of. I was surpise to find out two days later on Friday, November 15th that they did not have the parts yet to complete the work, when I was advised the vehcile would be ready for pick up on November 15th. I did not receive the vehicle until Monday the 18th, driving home the vehicle was making the exact same squeling noise. I was not able to bring the vehicle back to them until December 13, 2013 because I had to leave the country on a family matter. the vehcile was left parked the entire time in my garage. When I returned the vehcile to them and advised them that I was experiencing the same Squealing. I dropped the vehilce off and a female representative called me later in the day and stated that I need a balancer, which would cost me $500. I refused to pay more I had already spent $1340.85 during the initial visit with them and the chief complaint of the squealing had not be solved. Her supervisor reinterated the same as I explain that my chief repair issue was not properly handled and I believe they replaced a pully that was not the issue, and now want to replace other items until they get it right. To cover themselves they mentioned the age and mileage of the vehicle on the receipt, the car was driven 17 miles between visits.Desired Settlement: They install the balancer free of any labor charge, because the first diagnostic test was not correct and did not solve the squealing and lead to unecessary parts (Pulley) and my money being spent on labor hat was not needed.

This vehicle is a 1998[redacted] Caravan with just 58,6733 miles. I bought new in 1998 from a dodge dealer

Business

Response:

we called the customer and agreed to install the part as he requested and no charge for labor ......he just pays for parts... he agrees that that was fair so he will be contacted you to say he is satisfied

Review: My vehicle was in for repairs. After 8 days my vehicle had no repairs done and I was told by service department that my repair claims through a 3rd party warranty were declined. After contacting the warranty compny directly I found that the repairs were not submitted. After speaking with a service supervisor, the repairs were then covered by the warranty at approximately 3:30pm and my vehicle repair was competed the next morning by 10:30am The dealer was contacted by written letter in regards to a complaint and again by email in October and again in November. I never recieved and follow up from the dealer what so ever. After having my vehicle for 8 days and only doing a few hours work on the final day I had to pay for extended mechanic hours as well as a rental car for the duration I did not have my own vehicleDesired Settlement: To be contacted by the business manager and have the issue properly addressed with explanation and corrective measures.

Business

Response:

im soory this customer is having an issue ... first of all we never charged for "extended service mechanic hour" nor will we ever ... unfortunately 3rd party :not factory: warranty compnys do take a long time to approve repairs ... we would love to get the car done as quick as possible it meens we get paid quicker .. however this customers warranty company is not affiliated with Chrysler or the dealership so they have to send an adjuster to approve the repairs needed ... not until the customer called them did they stop dragging there feet and approve the repairs so we can finish the job ... I would like to extend a free oil change to the client to make try to make up for there inconvience

Consumer

Response:

Review: [redacted]

I am rejecting this response because: the issue is nothing regarding the warranty company the issue is that the dealer kept my vehicle for 8 days and informed me that all repairs had been submitted and denied by the warranty company. When in actuality the only repair submitted was a common "wear and tear" that would be declined while what appears to be a purposeful attempt to leave out repairs that would be covered in an effort to have me pay in full out of pocket. It was confirmed through the warranty compny that only ONE repair was submitted when I was assured by the dealer that ALL were submited but denied. For a flagrant attempt at FRAUD that cost me an extra $300 in rental car costs,a denial of wrong doing and an oil change are simply unacceptable and a down right insult from a dealer who intentionally deceived and defrauded a trusting customer

Regards,

Business

Response:

im sorry the customer feels that way but accusing the dealership of FRAUD.. over 300 bucks...com on that's going way too far ,, if the client feels like fraud has been comitted and wants to acuse the dealer of fraud because we did exactly what HIS warranty company wanted us to do as per THEIR guidelines then he has to go back and read his agreement he had with his warranty company .. why would we want to keep his car longwer then we had too ask yourself that whats in it for us ??? we did not get the 300 bucks for his rental car and we stored his car for free for 8 days .. we get 45 dollars a day instorage from anyone we did not charge him ... we got paid from his warrANTY COMPANY THE REPAIRS WE DI D that's it ... so where did we profit or benefit from keeping his car ,,, fraud is a serious accusation and I take offence to that ,, we run an honest business and the free oil change I offered is off the table ..

Review: The drop down list provides a number of complaints that fit but it only allowed me to select 1. This issue spans over the course of between 4 and 5 months. First, [redacted] got me in the door by telling me Decozen had multiple Jeep wranglers on hand and they would definitely had one that fit the needs I described over the phone. They did not have a Jeep fitting my description by any means. That in itself is understandable, however, he told me (once he got me through the door) that they had other Jeeps in a lot they owned that would fit my criteria. He then told me it would take roughly 3 or 4 days to get the Jeep to their lot and took a $1000.00 deposit to make sure I come back for it. It took MUCH longer to get the truck in stock. Over the course of those 3 weeks it took, I gave him a list of items the truck should have and [redacted] agreed to every single one of them. He also told me that the truck comes with dual tops. This means that the truck comes with a soft top as well as a hard top. This is now the 5th or 6th lie. [redacted] continually told me over and over again any answer I wanted to hear in order to get me to buy a truck from them. I only went there because of all of the items I listed the truck should have and I ONLY stayed because he promised me they would make it up to me. Once the truck FINALLY came in, I then found out the truck did NOT have a soft top as well as a hard top. It did not have a number of other items as well that he assured me would be there but the soft top is the main focus. When I went to pick up the truck and found out it did not have the soft top (that ALREADY CAME with the truck) as [redacted] promised, he offered to sell me the soft top for "cost" that was $695.00. After looking it up, this price is beyond what I would have paid for it at ANY other business. I have multiple documents giving me the total of the truck which constantly went up over the weeks leading to the purchase. It was supposed to cost $41,000. Instead I paid over $50,000.Desired Settlement: The last time I spoke to [redacted], he blamed the outrageous amount of time waiting on people in other departments and laziness on their part. I have ONLY dealt with [redacted]. It would be nice for an outside party to go through the entire transaction and explain to me why I spent over $11,000 MORE than originally promised. The purchase date of the truck was 01/22/14 and I am still waiting for the rest of the parts for the soft top I had to purchase separately to arrive, today's date being 04/22/14. I have been calling and leaving messages over the course of 4 months as well as speaking to [redacted] directly. The last time I spoke with him, Around the week of 04/12, [redacted] was extremely rude and hung up on me after telling me that I would have more luck in calling Jamie at a different extension. I was in the middle of asking what Jamie does when he hung up on me. Any phone call after that, he would not pick up. Any messages I left, he would not call back. I was treated terrible to the extreme.

Business

Response:

Mr.[redacted] had wanted a specific vehicle that we had on special order ,,,,thus the reason he had drove from Staten Island to get it,,, sometimes when a customer wants a special vehicle especially a jeep wrangler which comes with so many ala-cart options it takes time to come in .. Mr.[redacted] had signed a buyers order that specifically says "dealer is not responsible for delays in delivery"As for Mr.[redacted] paying too much for the vehicle.mr [redacted] paid way under MSRP for the vehicle and that is what Mr. [redacted] had signed for and agreed too... the price never changed its the same price he let a deposit on and the same as he had when he picked up the vehicle ,,,,again the price never changed ,,, Mr. [redacted] had wanted more options all our monroney stickers are posted online and Mr. [redacted] had come to us from Staten Island on that specific vehicle HE HAD PICKED .we had less expensive options he could have picked from ..as for the third issue ... Mr. [redacted] had picked the specific car we had being built already he had chose it from the many jeeps we had coming in .. the vehicle he had picked only came with the hard top....NOT NOT the soft top .. we had discussed this with Mr. [redacted] and said because he had just purchased the vehicle from us we would sell him the additional part /option at cost ...again HE HAD AGREED TO THIS .Mr. [redacted] called a manager at DeCozen about a month after he picked up the soft top ,, and said he was missing 2 brackets to affix it to the vehicle ,,Mr. [redacted] had checked the soft top before had had taken it with him but in the sprit of customer satisfaction we sent them to him overnight .. Mr. [redacted] called again and said he was missing 2 screws that he need also we agreed to send them as well ..at this time we also agreed to install the soft-top on the vehicle at no cost to the customer because installing a soft top for the first time on a jeep takes a trained technician ... and perhaps in his attempts to install the top he was braking the brackets and that's why he need additional brackets .. again if he wants to bring the jeep in without the hard top we will install the soft top for no fee ...it is normally a 250 charge ...we will still extend this to Mr. [redacted] ..Mr. [redacted] had called on 4/23/14 and had talked to a floor manager and now has said he wants the windows for the soft top now 3 months later he said he had not received the windows . ,, we are skeptical because he received and obviously went threw the soft top parts because he noticed the smallest screw missing but not the 3 huge windows that make up the bulk of the top ,,,

Business

Response:

im sorry the customer feels that way .... but nothing can be further from the truth ... we sent him out the parts he needed if we were writing him off like he suggests why would we have sent him the 125 dollar brackets ... with that being said .. we will install the top at no charge if he is missing a bolt or two we will supply them at no cost ... again I think this aolves the problem of missing bolts and gives the customer something of value for free ,,please let me know when cust wants to bring in the truck for the soft top install at no charge ...

Consumer

Response:

I am rejecting this response because: The only reason I drove over an hour out of my way to begin with was because you said you had the vehicle in stock and ready to go. I have never in my life complained about any company to the Revdex.com. Just by writing here I was hoping something can be accomplished. The way your employee handled me as opposed to providing service was, in my honest opinion, a person who would say or do anything to get me to buy the truck and then get out. You did send me brackets, your right about that and I am sure you could install the hard top and see this as a solution but you're missing the entire point. Not only did you miss the point but you also weren't listening to me to begin with. I said the top was missing BOLTS! The bolts that hold the frame to the vehicle and you sent me a pair of brackets 5 months after I told you what was missing. It just goes further to show what you missed. [redacted] told me what was included with the vehicle when I bought it and he said very specifically that the truck had dual tops, power seats and a whole bunch of other things. Most of which were actually there with the exception of the power seats and hard top. What gets to me the most is that even after I spent about $50,000 I STILL had to pay an extra $600 on a soft top that to my knowledge was already included. I have never dealt with this kind of person before when buying anything. The best thing I can compare it to is an awful lying conman. Either that or he didn't listen to a single word I said and just said yes to every question I asked.

Regards,

Chris [redacted]