Dulles Chrysler Dodge Jeep Ram

Review: We were led to believe that we would be treated professionally and with courtesy and be delivered products and services of high quality. Unfortunately, our expectations were not exceeded or even barely met. The vehicle which was purchased seemingly missed the through an extensive inspection before hitting the lot, as the front right tire does not meet the minimum safety requirements for the tread is worn into the tread bars. What is even worse is that we dove this car almost 3 hours home putting our lives and the lives of others in jeopardy. We did make an effort to resolve this with the Sales Department, to whom after finally making contact via phone after voicemails and emails simply hung up the phone on my wife after offering the suggestion that I go and buy a tire then. Furthermore, I did receive a customer survey from the General Manager and as I responded with my concerns and still have yet to be contact for a resolution. Furthermore, the sales manager promised to reimburse me to fix the windshield and we have yet to receive. Jason G. Sales, emailed my wife By the way your check has came back not sufficient funds , please let me know when you be able to [redacted] me bank check? My wife is not even on the loan/check, why would they not call me first before disclosing that to her. Per conditions of sale the check was supposed to be deposited on the 06/06/2012, however it was deposited on 06/05/2014. Failure to comply with agreed upon terms of sale has also generated an RETURN ITEM FEE ON my account. We have a document from Dulles stating that check was to be deposited on 6/6/14. Upon the check being returned the finance department of dealership called demanding a certified check. As the situation was discussed being their error. He stated they were going to send the car out for repossession.Brandon (sales person) was a joke he actually left me to up another customer in the middle of the purchasing process. Laura (sales person) didnt show up until the later part of the sales.Desired Settlement: (I noticed the chip in the windshield and had to mention to Laura a few times before getting a confirmation). In addition, Laura explained to me that there is a bumper to bumper warranty for this vehicle within the 3 month 3000 miles, wouldn't tires be inclusive in bumper to bumper? At least (2) new tires $636 ($318 installed per local [redacted] Dealership Windshield Repair $99 for satellite repair$34 for bank charge for improper deposit of check per sales contract. Unable to upload sup. docs?

Business

Response:

Good Afternoon, I spoke to our General Sales Manager and he informed me that this has been addressed with the customer and handled since the date this was submitted in from the customer on June 11, 2014. Jennifer B[redacted]Customer Relations ManagerDulles Chrysler Dodge Jeep Ram###-###-####

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:This complaint was not resolved by the business. Their resolution was for me to return the vehicle to the dealership, as the car was sold in an unsafe condition (i.e. one of the tires would not pass inspection due to wear and upon further inspection has a nail in the wall which is unrepairable for any condition tire) The cost of having the vehicle towed from my home almost 3 hours back to the dealership was not cost effective as it would cost the same amount for me to purchase new tires, therefore the decision was made to retain the vehicle instead of being out of a great deal of money with nothing to show for it other than waist of time, frustration, and disappointment. In addition I have already spent too much of my time at this dealership to purchase the vehicle due to their lack of organization and focus on quantity in lieu of selling a quality product.My aim of contacting the Revdex.com is to recoup the cost of returning this vehicle to proper condition, which it should have been in at POS. Furthermore, it is my intention to help other consumers avoid dealing with this business's dealings to ensure that others do not have to endure the same bad business practices. It is an optimistic hope that perhaps this complaint could help the business's owners weed out the bad seeds that if allowed to continued such unethical practices will potentially cost them a lot of future business.

Regards,

Business

Response:

Dulles Motorcars fulfilled our promises to [redacted]. The vehicle passed Virginia inspection and certainly did meet the safety requirements. Our preowned vehicles do have a 3 month/ 3000 mile warranty but it does not cover wearable items such as tires, brakes, bulbs, etc. We did reimburse [redacted] for the repair of the windshield and reimbursement for the overdraft item.

Review: I purchased a vehicle in August of this year and opted to purchase G.A.P. policy. The following week I spoke with my local credit union and made the decision to refinance. The credit union advised me to cancel the G.A.P policy that I had purchased through the dealership. After weeks of repeated unanswered phone calls and voice-mails to various people in the finance department I was able to get in touch with my Salesperson. He indicated that I would need to come in sign paper work and have an odometer reading and the papers would be processed with no issue. September 13th I went in and had the papers processed and the odometer read. The finance representative let me know all paperwork would be processed and a check would be mailed to me within 7-8 weeks. On November 7th I had not received the check so I reached out to the finance department to check on the status. After repeated attempts and once again no return phone call I contacted my salesperson. He assured me that he would get to the bottom of this. I received a return call from the salesperson and he let me know that the paperwork had not been processed through a department separate from finance and they were not sure the status and when I would receive a check. I have not received any additional phone calls or status updates. This is unacceptable as I am going on 11 weeks since the odometer reading and I am not receiving any feedback from anyone in the finance department at the dealership. Ignoring customers is in no way a good business practice. I am frustrated by the lack of communicate.Desired Settlement: I would like my refund check in a timely manner and not to wait an additional 7-8 weeks. I would like communication from the finance department letting me know the status.

Business

Response:

Good Afternoon, We do not double charge for fright. The customer did not like our price and choose to leave. here is our disclaimer that is located on every page of our website that clearly states our disclaimer:DISCLAIMER: We make every effort to provide accurate information, but please verify options and price before purchasing. All vehicles are subject to prior sale. All prices are special internet prices only. All financing is subject to approved credit. All new vehicle prices exclude freight, tax, tags, and processing fee of $698 additional. Internet prices include all applicable rebates and incentives. Some included incentives or rebates may require financing through the manufacturer and are therefore subject to credit approval. Some included rebates may require a Trade-In. Additional rebates and incentives, such as Military or College Graduate programs, may apply to those who qualify. Internet pricing may not be compatible with special factory financing. Internet prices are valid based on manufacturer incentive program time periods, which vary by make. Residency restrictions may apply. Prices do not include dealer installed accessories. See dealer for details. If the customer would like to come back in we would be more than happy to assist him with his purchase. Jennifer B[redacted] Dulles Chrysler Dodge Jeep Ram###-###-####

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Review: [redacted]I am rejecting this response because:

The response provided does not relate to my original complaint. The response indicates "The customer did not like our price and choose to leave.". I did purchase a vehicle. The issue is the additonal GAP Insurance policy that was also purchased at the time of sale. The contract signed says that the additonal GAP policy can be cancelled if refinanced. This is what I am trying to do. This complaint has nothing to do with the price of the vehicle or additional options purchased. I am simply trying to get the refund for the GAP Policy that I cancelled. When I initally came into the dealership to cancel this was not an issue. I submitted the paperwork and a check was suppossed to be mailed. This issue is I have recieved no refund check or status from the dealership as to when I should receive this check.

Regards,[redacted]

Business

Response:

Good

Afternoon,

Review: I recently purchased a vehicle this year and decided to go with the protection plan they offered. The APR rate they gave us was high so we shopped around to refinance. I found a good APR rate at a local credit union which also offered a better vehicle protection plan. So I wanted to cancel the current protection plan with the dealership so I could use that money to pay down the current loan before refinancing. I went to the dealership on May 17th to have the odometer read and papers filed saying I wanted to cancel the protection plan. They told me it would take 4-6 weeks.. I waited a month and did not hear anything, so I called Dulles Motorcars leaving numerous voicemails for their finance department to call me back with a status. I never got any return calls. Luckly a person at the dealership contacted me to ask how I liked the Car so I was able to milk some informaiton from her as to who was in charge of the finance department and direct phone numbers. Eventually I was able to reach the finance department manager ( April ) whom I had left many voicemails and she told me the check was sent out and to wait a couple weeks. I was okay with this so I waited. Two weeks pass I call back - leaving voicemails unable to reacch her again. Eventually I was able to catch her one morning and she had forgotten to submit my cancellation request to the protection plan company ([redacted]). She then said it could take 5-10 business days for the check to come. I waited and it never came. I called her back to find out she was fired for doing this to other people and that my check was never even sent. I tried to contact the General Sales Manager [redacted] to file a complaint and he never returned any of my calls. I went to the dealership to speak to him and he was not there.

As of now I am waiting 3 months later with no check and the APR rates have climbed. I currently do not have a protection plan on my car either because I am waiting to refinance. This is absolutely unacceptable and will share with friends and family the information about how they should take their business elsewhere.Desired Settlement: There are only two ways to make this right. One is hurry up and give me my refund check. The other is questionable because I dont know if I trust them enough to provide any free service on my vehicle.

Business

Response:

From: [redacted] <[redacted]>

Date: Thu, Aug 22, 2013 at 10:38 AM

Subject: Revdex.com COMPLAINT #9643808

To: "[redacted]" <[redacted]>

Cc: "[redacted]" <[redacted]>, [redacted] <[redacted]>

Dear **. [redacted],

I was sorry to read of the frustration you encountered while canceling your Service Contract and G.A.P. Policy.After researching the issue, I discovered that the check you were anticipating had been mailed to [redacted] in two installments.The first check #[redacted] for $325 was mailed 6/6/13 from [redacted] and the second check #[redacted] from [redacted] for your Service Contract was processed and mailed 7/18/13.

Because the products were financed by [redacted], the funds have to be returned to the lender and credited to your account, not sent to the purchaser.I apologize if this was not communicated to you at the time of your cancelation.

Please feel free to contact me with any other questions or concerns and I hope you are enjoying your Town & Country!

Regards,

Financial Services

Dulles Motorcars

###-###-####