East Hills Chrysler Jeep Dodge

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

East hills jeep has not forwarded paynment to my bank yet. The also are refusing to refund the full amount of the purchase. They have agreed to refund a portion of the payed price. This is un acceptable because had I been properly informed about the the warrantee and told I had other option when I asked I would have never purchase this warranty. I have also accrued interest on the money they are now refunding. I would like all of the money I paid back plus the interest, I don't believe it is fair that I have to pay the cancelation fee on this warranty.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Good morning. Thank you for giving East Hills Chrysler Jeep Dodge Ram the opportunity to respond to this complaint. We have cancelled the extended warranty and we are forwarding all proceeds to the financial institution to reduce the amount borrowed, as per the bank's rules. We have...

reached out to the customer and we have communicated this information. Sincerely, Phil W[redacted]Chief Marketing Officer[redacted]

Dear [redacted], You visited our dealership seeking a very specific 2016 Chrysler 200 Convertible.  Based on the exact specifications you required, the nearest one we were able to locate was in Albany, NY -- an area typically out of the market for us.  We grew concerned that you would...

cancel the vehicle sale once you saw how many miles (at least 300) were put on the vehicle driving it to our store.  We could not know the condition of this vehicle prior to picking it up at this other dealership and any unknown scratches might have given you cause to cancel the sale.  Further,  we were concerned that the $100 deposit you left did not show sufficient intent to purchase this vehicle.  In reviewing your comments in your reviews, we could have communicated these concerns much better which may have resulted in a sale or at least a better understanding of business risk.  I'm sorry for your experience with our team.  It is not how we conduct business and I'm sorry your experience was not a positive one. Sincerely, Phil W[redacted]
[redacted]
[redacted]
[redacted]

Dear Revdex.com, We have a signed Cash On Delivery Form indicating East Hills Chrysler Jeep Dodge Ram will make one payment toward this customer's remaining payments on his previous vehicle.  The customer signed this form acknowledging our responsibility.  At this time, we...

do not agree with this customer that we have any further responsibility in this matter. Sincerely, Phil W[redacted]Chief Marketing OfficerEast Hills Chrysler Jeep Dodge Ram[redacted]

The lower price that the customer is referring to is less the rebates. We need to add the rebates to the sale price in order to calculate tax, as rebates are taxable. The customer received the benefit of the rebate, as that amount was subtracted from the amount due at delivery.
[redacted]

Dear Revdex.com, Our 2/**/17 response to this client's complaint stands.  All documents were executed and agreed to by the buyer.  At point of warranty cancellation, the client -- or the bank who underwrites the loan -- is to receive the pro-rata unused portion of the warranty.  In this case, the unused portion is 90.05% of the selling price.  We have fully complied with the client's request to cancel this warranty and we have complied with the bank's requirement to send the pro-rata unused portion to them to improve their equity position and reduce the outstanding principal balance. Sincerely, Phil W[redacted]Chief Marketing Officer[redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Carlos G[redacted] repeatedly stated that I would owe no additional payments. At all times I was assured that everything was taken care of with respect to the trade-in and even indicated that they would make a profit on the return of the vehicle because the value was more than the buyout price. The callous nature of their handling this situation should be an embarrassment to them, even the [redacted] lender representative was apalled by their tone and attitude on our conference call. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear [redacted],Thank you for giving East Hills Chrysler Jeep Dodge Ram the opportunity to respond to complaint #[redacted]. Judy B[redacted], General Manager, remains in contact with [redacted] concerning his vehicle. [redacted] is presently driving one of our loaner vehicles while his Jeep is being...

repaired. We are trying to upgrade his loaner vehicle from a Dodge Durango to a Jeep Wrangler. We will continue doing all that we can to take care of [redacted].Sincerely,Phil W[redacted]Chief Marketing OfficerEast Hills Chrysler Jeep Dodge Ram[redacted]

Dear [redacted],Thank you for giving East Hills Chrysler Jeep Dodge Ram (East Hills CJDR) the opportunity to respond to [redacted] complaint  with ID#[redacted].  Oliver B[redacted], Owner of East Hills CJDR, has been working directly with [redacted].  It has been relayed to me that...

a mutually acceptable agreement has been reached between both parties.  We anticipate [redacted] to take delivery of his new vehicle shortly.Thank you for bringing this matter to our attention. Sincerely,Phil W[redacted]Chief Marketing OfficerEast Hills Chrysler Jeep Dodge Ram[redacted]

Review: A purchase price of a vehicle was agreed upon before fees and taxes or any extended warranty. The Agreed price was $23,495. On pick up date the purchase price of the vehicle was increased to $27,797 before fees, taxes or extended warranty. Ink and paper were produced with the original agreement of $23,495. The dealer would not give a clear answer to why the purchase price of the vehicle was increased. We are still trying to figure out and get a hold of someone to explain why the increase and how it was allowed.Desired Settlement: The difference owed to the consumer.

Business

Response:

The lower price that the customer is referring to is less the rebates. We need to add the rebates to the sale price in order to calculate tax, as rebates are taxable. The customer received the benefit of the rebate, as that amount was subtracted from the amount due at delivery.

Review: I brought my Jeep in for a rebuild of my rear gears. East Hills Jeep said they could perform the job for $925. After keeping my jeep for about a month they claimed that after the work was done they realized it also needed a part they called a ham. They said the part alone would cost $2000. It was then that I had my trusted mechanic who specializes in Jeeps contact them. After he spoke with their technician he was informed that the Jeep needed a new E locker. I decided to tow my Jeep to my mechanic. My mechanic had ordered the part that they said the Jeep needed. When my mechanic opened the rear differential he saw the poor work that was performed by East Hills Jeep. The part that they said I needed for $2000 was in fact not needed at all. The original job that they charged $925 for was installed improperly and the gears were left in a locked position. Once my mechanic removed, cleaned out and reinstalled the gears while replacing with new, those parts that they claimed were replaced the job was completed. I then requested from East Hills Jeep a reimbursement of the $925 plus tax for the repair that they botched, they offered $200 which I said was insufficient. I provided photos and descriptions of each photo to East Hills Jeep yet they have refused to refund me for the horrific work they performed on my Jeep.Desired Settlement: I would like a refund of $1060 which is the amount they charged for the poor work plus sales tax.

Business

Response:

Dear [redacted], I'm sorry your vehicle was in our shop for as long as it was. I understand how frustrating this probably was for you and I can understand your concern. According to the technician that worked on your vehicle, our service manager and our general manager, your vehicle was heavily modified and was no longer within manufacturer specs. You did not provide specifications from your aftermarket shop who installed the items and it takes time determine new settings set by someone else. We never said the job was done. We fixed what we believed was causing the problem. When we test drove your Jeep we realized there was more to be done. We communicated this to you and you had your vehicle removed. We reinstalled all your vehicle's parts prior to your removal. Your repair order stated that your vehicle was not fixed and that you were taking the vehicle. You cannot install gears backwards. Every senior technician in our shop was interviewed independently and they all said it was not possible. I'm sorry you had to wait as long as you did and that your vehicle was still not fixed when you removed it. We have no reason to be ashamed of ourselves. We did nothing wrong. Sincerely, Phil W[redacted] Chief Marketing Officer East Hills Chrysler Jeep Dodge Ram [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]The repair performed by the dealer was not done properly as evidenced by the photos supplied to the dealer. The gearing ratio was supplied to the dealer prior to the work they performed because the technician could not figure it out. When they agreed to do the work they also implied they were capable of doing it properly. The mere fact that they left the vehicle in a locked position and then stated that a $2000 part was needed to "unlock it" and prevent it from binding is proof further of their unsavory practices of trying to sell unnecessary work. When my mechanic opened the differential he saw the sad state of what was done by East Hills Jeep. I am not upset about the length of time it took to complete the work only the fact that the work was done improperly. When parts are not cleaned, metal shavings left in the housing , a misaligned ring installed, hammer marks on the E locker , old parts reinstalled when I paid for new ones and a broken spring left inside are considered by them as "doing nothin wrong" then how can you beleive in their honesty at all ?

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: my 2 year old Jeep was brought in for a check engine light. Jeep was ignored first 2 weeks then shipped out to a local repair shop without my permission. It has been 5 weeks now and I still have not gotten Jeep back. Every time I call I get a ridiculous response. We are working The mechanic got into a motorcycle accident. We are swamped. Sorry.Desired Settlement: I want my Jeep back and I want Chrysler to pay last months auto loan $513

Business

Response:

Dear [redacted],Thank you for giving East Hills Chrysler Jeep Dodge Ram the opportunity to respond to complaint #[redacted]. Judy B[redacted], General Manager, remains in contact with [redacted] concerning his vehicle. [redacted] is presently driving one of our loaner vehicles while his Jeep is being repaired. We are trying to upgrade his loaner vehicle from a Dodge Durango to a Jeep Wrangler. We will continue doing all that we can to take care of [redacted].Sincerely,Phil W[redacted]Chief Marketing OfficerEast Hills Chrysler Jeep Dodge Ram[redacted]

We are so discouraged to buy another Jeep due to the service we get from the service department at this location. We took our vehicle to be repaired due to a check engine light that keeps coming on 3 times in a course of 2 weeks. So naturally since we have been so patient with them, and when I say patient I mean the service department keeping our car for more than a day, sometimes 2 days and every time we have paid for the service,(about $1500.00 total) we believe we should be compensated considering that we still have the same issue. We are not asking for a free service, we are just asking for the service department to look at it tomorrow (today is Monday, tomorrow being Tuesday) to see what the issue is, and they say it can't be looked at until next Monday. A week later?!? I requested for a loaner, and since I did not purchase my car at their location they cannot compensate with that either. I have been a loyal customer there since 2006 and thought they took pride in their long time customers but obviously the service has changed dramatically. I will be putting the information out there of my bad experience with them and recommend for others to go elsewhere. We know we are definitely not purchasing another Jeep from this location or any other location for that matter. This has given us a bad feeling with all Jeep dealerships.

Review: I left a deposit of $1000 with sales manager and they the guy was let go do to theft. Now no own wants to help me recoupe my loss! Police were involved but nothing has came bat to me. I spoke to an owner a few times but still no results?????Desired Settlement: I want my deposit back! I can't help if they hire employees they can't trust!!!!

Business

Response:

The receipt that we had for [redacted] was for $100.00 This amount was refunded on August*, 2014. He is claiming that he gave the salesperson $1000.00. We asked [redacted] for a receipt for the $1000.00. To this date he has not been able to provide us with one. In the interest of customer good will we will refund [redacted] the additional $900.00 that he is stating that he gave our salesman.[redacted]

Review: I purchased a new vehicle at the East Hills dealership and traded in my old one. The original transaction occurred in September 2015 and I was told that I would receive the new vehicle mid-Oct. Since my lease payments occur on the [redacted] of every month I was told by the salesperson, Carlos G[redacted], that I would need to make one more payment then they would take care of the rest. The car did not arrive in time and I picked it up on November *. At that time the dealership reimbursed me for one payment on the lease to cover the November payment since the bank ([redacted]) would not receive payment for return the vehicle in time. Since then I have repeatedly been receiving letters and calls from [redacted] stating that I owed monthly payments and that I am responsible for the vehicle until March 2016 even though it has been out of my possession since November. East Hills said they spoke with the bank repeatedly and that I do not owe anything for the old car. This message was conveyed to me from the day I picked up the new vehicle in November up until yesterday, December **, until I had [redacted] call him with me on the phone to tell him that he has been giving me incorrect information. I spoke with [redacted] and they confirmed I owe them for 3 months at $350/month, so the total is $1077. Since my wife and I maintain credit scores of 798-802, this was something we were taking very seriously. I paid the full amount on December **.Desired Settlement: I am looking for a reimbursement of the $1077 which reflects the time period that the dealership had possession of my traded in vehicle. I am not sure whether it was the result of intentional deception or negligence, but the salesman, Carlos G[redacted], has consistently told us that we do not owe anything but the final payment back in October. He maintained this story until December ** until I had [redacted] call him with me on the phone to tell him that what he has been telling me is incorrect.

Business

Response:

Dear Revdex.com, We have a signed Cash On Delivery Form indicating East Hills Chrysler Jeep Dodge Ram will make one payment toward this customer's remaining payments on his previous vehicle. The customer signed this form acknowledging our responsibility. At this time, we do not agree with this customer that we have any further responsibility in this matter. Sincerely, Phil W[redacted]Chief Marketing OfficerEast Hills Chrysler Jeep Dodge Ram[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Carlos G[redacted] repeatedly stated that I would owe no additional payments. At all times I was assured that everything was taken care of with respect to the trade-in and even indicated that they would make a profit on the return of the vehicle because the value was more than the buyout price. The callous nature of their handling this situation should be an embarrassment to them, even the [redacted] lender representative was apalled by their tone and attitude on our conference call.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: The lease began on my 2014 Jeep Cherokee 12/**/2013. From the moment I signed the agreement to lease the car, I have had nothing but problems with the car and the dealership. I have been put into dangerous situations and treated with a lack of respect. After 18 months, I would like to end my lease and find a safe, reliable car from a dealership that will be respectful to the clientele and does not dismiss customer questions and concerns. I do not feel safe in this car. It is going into the dealership for the second time for the transmission. The car goes into neutral without warning while moving. I am concerned for my safety, the safety of my passengers and the other people on the road due to the fact that the car goes into neutral at any given moment. I am always anxious that something bad is going to happen even after the car has been serviced due to the car itself and human error on the part of the dealership. They have repeatedly messed up routine maintenance tasks on the car and I have been inconvenienced more than once without apologies. I am embarrassed to call the dealership/service department because I am spoken to in a way in which I feel degraded and humiliated. I have also had to use vacation time to make for the hours I have missed by being late to work in the morning or needing to leave early due to the problems with the car. I have even contacted the [redacted] corporate office who have done little to nothing to help me as well. East Hills will not even call back their own corporate office when they leave a message. I had to have the car towed in when the transmission failed they said they would call me that afternoon to update me. They never called. When I called them they told me it could be a day, a week or longer before they got to it. I need my car to drive and they thought nothing of it that I would not be able to take my children to camp so that I could go to work. It was my problem to get there because they were busy.Desired Settlement: I would like the car repaired. In addition, I would like to return the car because I feel due to human error in customer service and repairs, they car is a danger to drive and the dealership is impossible to deal with. I went to the dealership in the first place based on their reputation and I wanted the convenience of a leased car with $7 oil changes, loaner cars, shuttle service, great customer service of which I have had none.

Business

Response:

Dear [redacted],Thank you for giving East Hills Chrysler Jeep Dodge Ram the opportunity to address [redacted]'s concerns.We remain committed to repairing [redacted]'s vehicle. We empathize with her frustrations and concerns. We have spoken to our team about how we communicate with [redacted] and we apologize that she took anything we said as anything other than professional. That was certainly not our intention.[redacted]'s vehicle has been in for service 4 times: 3/**/15 – check engine light – repaired #6 coil connector 7/**/15 – check engine light – repaired wiring 7/**/15 – check engine light – history code [redacted] – cleared the code, road tested 55 miles, no problem found 7/**/15 – check engine light – replaced oxygen sensor and catalytic converter.[redacted]'s vehicle is presently in for service due to another check engine light. We have provided [redacted] with a complimentary loaner vehicle while her vehicle is being repaired. We remain in contact with [redacted] and we expect to have her vehicle fixed shortly.Please let us know if we can assist in any other way.Sincerely,Phil W[redacted]Chief Marketing OfficerEast Hills Chrysler Jeep Dodge Ram[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

I do not believe at this time there is a fair resolution to this problem since the car obviously has defects, but I do not feel that continuing with this complaint is not my best course of action. I was only given a loaner car after waiting 10 days trying to get rides from friends and finally renting a car so that I could get to work and get my children to camp. The dealership has not attempted any communication with me since my car has been in the shop, but I am speaking to their corporate office. I feel that if the dealership truly understood my frustration and concerns, I would not have had to contact Revdex.com and cause my family and myself further frustration and embarrassment.

Sincerely,