I was given a price over the phone and by email of 32060.00 for a jeep. I drove toward the dealer that was a a hour and fourty min drive. An hour into my drive and $8.00 in tolls I was called and told the price I was given did not apply to me. When asked why they said I didn't qualify for all the incentives. NOWHERE on the website, the email or the 2 phone conversations was I told that only certain people qualified for the complete "dealer" discount. As they had advertised. This dealer is misleading and uses false advertising to lure customers to there dealership.
The dealership advertises vehicles on website at certain price, when you call dealership and ask about the vehicle and price they tell you that is what you will pay, they even sent email saying I would pay certain price, but when I went to dealership to purchase vehicle they told me I had to qualify for certain requirements to get that price. The online price at their website does not mention qualifying requirements, very deceptive advertising, very classic bait and switch methods.
They also told me they give higher trade in values for vehicle trading in, however, when I got price from them it was approximately 50% less than the value I got from [redacted].
Very unprofessional and deceptive salespeople and sales manager.
Initial Business Response /* (1000, 5, 2014/05/16) */
Contact Name and Title: [redacted] GM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@yahoo.com
Mr. [redacted] did have a conversation per emails with a salesperson at our store about a Grand Cherokee Altitude. The last...
email sent from our salesperson to Mr. [redacted] was around 5:45pm on May 12, indicating we did have a black Grand Cherokee Altitude on our lot. The Grand Cherokee was a very nice, well equipped Grand Cherokee which our salesperson was confident Mr. [redacted] would like. Our salesperson left the dealership around 7pm this particular night to go home. Our sales department is "open" till 9 pm, however we sometimes deliver cars even beyond closing time. One of those vehicles was this particular Grand Cherokee.
By the time Mr. [redacted] did arrive to the dealership the following morning, May 13, the black Altitude Package Grand Cherokee was no longer available. Our salesperson was also not at the dealership, due to a Chrysler training class. We offered to locate a similar vehicle, or review the multiple other Grand Cherokee Altitudes coming to our store.
We completely understand Mr. [redacted]'s anger in the complete situation. We apologize for Mr. [redacted] driving to our store for a vehicle which was no longer available. We should have had a process in place to be able to let him know the vehicle was sold the night before. We should have also let Mr. [redacted] know the salesperson was not going to be at the store due to a training class. We apologize for both of these things.
We at Dupage Chrysler Dodge Jeep have no intentions of having someone drive to our store for a vehicle which does not exist. The particular vehicle Mr. [redacted] is looking for is one of the fastest selling vehicles in the car industry. We apologize for the inconvenience the whole situation has brought to Mr. [redacted]. It was a combination of mistakes admittedly by us, and unfortunate circumstances with the sale of the vehicle to another person.
The salesperson did send Mr. [redacted] an email apologizing also for the situation as soon as he arrived to work after training. Mr. [redacted] has not responded.
All correspondence would be available if requested.
Initial Consumer Rebuttal /* (3000, 7, 2014/05/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I can appreciate them understanding a system needs to be put in place to prevent this issue in the future, it should've already been in place. Selling cars is not something new that happened yesterday. As stated in my initial complaint, I was not asking for a resolution, I wanted other individuals to see my experience when they were researching this company before doing business with them. Why after an experience like this would I ever give a company nearly $40,000? I made it clear when I left after my time being wasted, that I would be taking my business elsewhere. Please let my complaint reflect that correspondence was not returned because I have no intent to do business with someone who does such practices with customers.
Final Business Response /* (4000, 9, 2014/05/19) */
Selling cars if definitely not new, however your circumstance is very unique. We are sorry someone came into the dealership the night before and purchased the car you wanted to see. If this made you upset, which is understandable, we apologize. If you choose not to do business with us because we sold the car prior to you visiting our store, albeit late in the evening, we are also sorry. We are one of the top selling Jeep stores in the Chicago land area, so people travel far distances for the vehicles we have in stock. We try and make everyone completely satisfied. Unfortunately, due to the unique circumstance, Mr. [redacted] is very upset, and we are truly sorry. We hope you do get your Grand Cherokee because we know you would enjoy a great vehicle for many years.
Final Consumer Response /* (4200, 11, 2014/05/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Constant excuses for poorly performing business. The vehicle was only a portion of the experience, let's not leave out the terrible treatment as a potential customer as well. There is no reason for the way business was conducted in this instance. This experience not only made it clear that I should go elsewhere, if you are in fact one of the largest sellers, then I need to take my business to another manufacturer such as BMW or Land Rover
Initial Business Response /* (1000, 5, 2015/03/30) */
Contact Name and Title: [redacted] MANAGER
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@AOL.COM
IN RESPONSE TO CASE # [redacted] DID PURCHASE A XXXX XXXS AND DID TRADE IN A 2013 HONDA ACCORD. THE LEASE WAS APPROVED AND...
WHEN THE PAPERWORK ARRIVED AT CHRYSLER, UNDERWRITING NOTICED THAT THE DISPOSITION FEE WAS HARD CODED AT $595 INSTEAD OF $395. THE $595 HAD A LINE THROUGHT IT AND CHANGED TO $395 AND INITIALED. (WE HAVE SINCE HIRED A COMPUTER PROGRAMMER TO CHANGE THE DISPOSITION FEE TO $395). CHRYSLER WILL NOT ACCEPT A HANDWRITTEN CHANGE. THEREFORE THE CONTRACT WAS SENT BACK WHICH DELAYED FUNDING. IT IS A PROCESS NOT TO PAYOFF A VEHICLE UNTIL WE HAVE BEEN FUNDED. AT THAT POINT WE CALLED FOR AN UPDATED PAYOFF WHICH WAS $20.90 DIFFERENCE IN WHICH WE ABSORBED. A CHECK FOR THE PAYOFF WAS SENT ON MARCH 25TH OVERNIGHT AND RECEIVED MARCH 26TH. THE TRACKING NUMBER IS 1ZA766FXXXXXXXXXXX. THE PACKAGE WAS SIGNED BY [redacted] AND LEFT IN THE MAIL ROOM. I SPOKE WITH [redacted] FROM HONDA AND SHE NOTED THE ACCOUNT AND I WAS TOLD TO CALL BACK MARCH 31ST IN THE MORNING AS IT CAN TAKE UP TO THREE BUSINESS DAYS TO POST. SHE ALSO STATED THAT THE ACCOUNT WOULD NOT BE REPORTED TO THECREDIT BUREAU UNLESS THE CUSTOMER WAS THIRTY DAYS LATE ON HIS PAYMENTS. I HAVE A COPY OF THE PAYOFF CHECK AND THE TRACKING INFORMATION WHICH WE WILL PROVIDE TO [redacted].
Ted [redacted] was extremely friendly and helpful with our purchase of a 2015 ProMaster. He understood my wants and needs and made sure he met all of them. Robert [redacted], did a great job with the Finance aspect of the deal.
I was given a price over the phone and by email of 32060.00 for a jeep. I drove toward the dealer that was a a hour and fourty min drive. An hour into my drive and $8.00 in tolls I was called and told the price I was given did not apply to me. When asked why they said I didn't qualify for all the incentives. NOWHERE on the website, the email or the 2 phone conversations was I told that only certain people qualified for the complete "dealer" discount. As they had advertised. This dealer is misleading and uses false advertising to lure customers to there dealership.
The dealership advertises vehicles on website at certain price, when you call dealership and ask about the vehicle and price they tell you that is what you will pay, they even sent email saying I would pay certain price, but when I went to dealership to purchase vehicle they told me I had to qualify for certain requirements to get that price. The online price at their website does not mention qualifying requirements, very deceptive advertising, very classic bait and switch methods.
They also told me they give higher trade in values for vehicle trading in, however, when I got price from them it was approximately 50% less than the value I got from [redacted].
Very unprofessional and deceptive salespeople and sales manager.
Initial Business Response /* (1000, 5, 2014/05/16) */
Contact Name and Title: [redacted] GM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@yahoo.com
Mr. [redacted] did have a conversation per emails with a salesperson at our store about a Grand Cherokee Altitude. The last...
email sent from our salesperson to Mr. [redacted] was around 5:45pm on May 12, indicating we did have a black Grand Cherokee Altitude on our lot. The Grand Cherokee was a very nice, well equipped Grand Cherokee which our salesperson was confident Mr. [redacted] would like. Our salesperson left the dealership around 7pm this particular night to go home. Our sales department is "open" till 9 pm, however we sometimes deliver cars even beyond closing time. One of those vehicles was this particular Grand Cherokee.
By the time Mr. [redacted] did arrive to the dealership the following morning, May 13, the black Altitude Package Grand Cherokee was no longer available. Our salesperson was also not at the dealership, due to a Chrysler training class. We offered to locate a similar vehicle, or review the multiple other Grand Cherokee Altitudes coming to our store.
We completely understand Mr. [redacted]'s anger in the complete situation. We apologize for Mr. [redacted] driving to our store for a vehicle which was no longer available. We should have had a process in place to be able to let him know the vehicle was sold the night before. We should have also let Mr. [redacted] know the salesperson was not going to be at the store due to a training class. We apologize for both of these things.
We at Dupage Chrysler Dodge Jeep have no intentions of having someone drive to our store for a vehicle which does not exist. The particular vehicle Mr. [redacted] is looking for is one of the fastest selling vehicles in the car industry. We apologize for the inconvenience the whole situation has brought to Mr. [redacted]. It was a combination of mistakes admittedly by us, and unfortunate circumstances with the sale of the vehicle to another person.
The salesperson did send Mr. [redacted] an email apologizing also for the situation as soon as he arrived to work after training. Mr. [redacted] has not responded.
All correspondence would be available if requested.
Initial Consumer Rebuttal /* (3000, 7, 2014/05/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I can appreciate them understanding a system needs to be put in place to prevent this issue in the future, it should've already been in place. Selling cars is not something new that happened yesterday. As stated in my initial complaint, I was not asking for a resolution, I wanted other individuals to see my experience when they were researching this company before doing business with them. Why after an experience like this would I ever give a company nearly $40,000? I made it clear when I left after my time being wasted, that I would be taking my business elsewhere. Please let my complaint reflect that correspondence was not returned because I have no intent to do business with someone who does such practices with customers.
Final Business Response /* (4000, 9, 2014/05/19) */
Selling cars if definitely not new, however your circumstance is very unique. We are sorry someone came into the dealership the night before and purchased the car you wanted to see. If this made you upset, which is understandable, we apologize. If you choose not to do business with us because we sold the car prior to you visiting our store, albeit late in the evening, we are also sorry. We are one of the top selling Jeep stores in the Chicago land area, so people travel far distances for the vehicles we have in stock. We try and make everyone completely satisfied. Unfortunately, due to the unique circumstance, Mr. [redacted] is very upset, and we are truly sorry. We hope you do get your Grand Cherokee because we know you would enjoy a great vehicle for many years.
Final Consumer Response /* (4200, 11, 2014/05/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Constant excuses for poorly performing business. The vehicle was only a portion of the experience, let's not leave out the terrible treatment as a potential customer as well. There is no reason for the way business was conducted in this instance. This experience not only made it clear that I should go elsewhere, if you are in fact one of the largest sellers, then I need to take my business to another manufacturer such as BMW or Land Rover
Initial Business Response /* (1000, 5, 2015/03/30) */
Contact Name and Title: [redacted] MANAGER
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@AOL.COM
IN RESPONSE TO CASE # [redacted] DID PURCHASE A XXXX XXXS AND DID TRADE IN A 2013 HONDA ACCORD. THE LEASE WAS APPROVED AND...
WHEN THE PAPERWORK ARRIVED AT CHRYSLER, UNDERWRITING NOTICED THAT THE DISPOSITION FEE WAS HARD CODED AT $595 INSTEAD OF $395. THE $595 HAD A LINE THROUGHT IT AND CHANGED TO $395 AND INITIALED. (WE HAVE SINCE HIRED A COMPUTER PROGRAMMER TO CHANGE THE DISPOSITION FEE TO $395). CHRYSLER WILL NOT ACCEPT A HANDWRITTEN CHANGE. THEREFORE THE CONTRACT WAS SENT BACK WHICH DELAYED FUNDING. IT IS A PROCESS NOT TO PAYOFF A VEHICLE UNTIL WE HAVE BEEN FUNDED. AT THAT POINT WE CALLED FOR AN UPDATED PAYOFF WHICH WAS $20.90 DIFFERENCE IN WHICH WE ABSORBED. A CHECK FOR THE PAYOFF WAS SENT ON MARCH 25TH OVERNIGHT AND RECEIVED MARCH 26TH. THE TRACKING NUMBER IS 1ZA766FXXXXXXXXXXX. THE PACKAGE WAS SIGNED BY [redacted] AND LEFT IN THE MAIL ROOM. I SPOKE WITH [redacted] FROM HONDA AND SHE NOTED THE ACCOUNT AND I WAS TOLD TO CALL BACK MARCH 31ST IN THE MORNING AS IT CAN TAKE UP TO THREE BUSINESS DAYS TO POST. SHE ALSO STATED THAT THE ACCOUNT WOULD NOT BE REPORTED TO THECREDIT BUREAU UNLESS THE CUSTOMER WAS THIRTY DAYS LATE ON HIS PAYMENTS. I HAVE A COPY OF THE PAYOFF CHECK AND THE TRACKING INFORMATION WHICH WE WILL PROVIDE TO [redacted].
Ted [redacted] was extremely friendly and helpful with our purchase of a 2015 ProMaster. He understood my wants and needs and made sure he met all of them. Robert [redacted], did a great job with the Finance aspect of the deal.