Island Chrysler Dodge Jeep Ram

Review: In April 2013 I purchased a new 2014 Jeep Grand Cherokee for $40,000+. The vehicle has had numerous recalls that have been rectified by their service department. Jeep realized that the Grand Cherokee has had some problems and 3 months ago sent me a coupon for a free oil change and a $150 customer appreciation certificate. The certificate had to be redeemed at a dealerships parts department for parts and or accessories. I went on the computer and picked something I liked in their accessory catalog. Two months ago I went to the Manfredi parts department to make my purchase. I was told they could not redeem my certificate because they redeemed too many and it takes Jeep a long time to reimburse them. I was told to come back at a later date. I went back on 6/*and was told by the [redacted] [[redacted]] again that I would not be able to redeem the certificate for the same reason. I spoke to the [redacted] who then consulted with 2 other [redacted]s and told me they could not override the parts manager. One [redacted] told me to go to the secretary so she can get a [redacted] on the phone to speak to. She was nasty to me and said it's not my job to do this. She called the number anyway and I told her to leave a message with my name and phone number. She did not. She took my name and number and wrote it down on a piece of paper. I have not had a call back yet. [redacted] apparently is the [redacted] of the 10 dealerships that Manfredi owns.This is a multimillion dollar operation with hundreds of employees. The $150 is of no consequence to them when it means disparaging a customer who has gotten 2 vehicles from them including all servicing. The certificate has an expiration date of Aug ** and time is running out. The dealership is a considerable distance from my house and it is not easy to keep going there because I have a full time job.Desired Settlement: Ability to use my certificate and an apology for being treated so unprofessionally

Consumer

Response:

At this time, I have not been contacted by Manfredi Chrysler Jeep Dodge regarding complaint ID [redacted].Sincerely,[redacted]

Review: [redacted] and [redacted]

[redacted], [redacted]

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VIN# [redacted]

September **, 2013

Manfredi Dealership and Chrysler Corporation

RE: Our Vehicle Purchase on 8/*/13 of a 2014 Jeep Cherokee Limited

Dear Manfredi Dealership Owner and Chrysler Executives,

We have been loyal Dodge/Chrysler/Jeep owners since 2000 as this is our fourth vehicle purchased or leased from you. We can also state that we are loyal Manfredi customers since 1988 and have leased or purchased seven vehicles from your various dealerships on Staten Island.

On August [redacted] we came in to the Staten Island showroom and test-drove a 2014 Jeep Grand Cherokee Limited with your salesman [redacted]. We have dealt with him on three of the four vehicles we have leased and he has been a good salesman. The vehicle we test drove was a fully loaded model including Blind Spot Monitor, Forward Collision Warning and Rain Sensitive wipers. We loved the vehicle with all of it’s options and we sat with [redacted] and wrote out the lease agreement. Our only request was that we preferred the light frost interior over the black that we had driven. [redacted] informed us several days later that the vehicle of our choice was available. We subsequently picked the vehicle up and we were amazed how much there was to learn. We assumed the customer equipment packages listed on the window sticker were accurate.

A week later, we had to replace our windshield and were told by Allstate Insurance that our replacement needed to have rain sensing according to our VIN number. When they came to perform the work they informed us we in fact do not have rain sensing. We then became concerned as to what equipment we actually did have? We called Chrysler Headquarters and spoke with a woman named [redacted] who informed us that our vehicle should have ALL of the equipment listed under the Customer Preferred Packages 23H and 2HT. We reviewed what this consisted of and became upset that some of the options we thought we had were not in the vehicle. This was a complete shock not only to us but to your representative as she could not understand this either.

She placed calls to the Manfredi Dealership to both our salesman and the Office Manager, [redacted]. We finally spoke with [redacted] on Friday, September [redacted] over a month after we got the vehicle. He promised that afternoon that he would follow up with us on Monday and would do “something” for us as we have been such loyal customers. This was the last time we spoke with someone directly from the dealership despite many many many attempts to contact them. We also continued to reach out to Chrysler Headquarters numerous times and they were not able to make any progress on this either. I’m sure you can verify our assertions by looking at our complaint case file [redacted].

We have a serious grievance with both Manfredi and Chrysler and we want to be clear that until this matter is resolved to our satisfaction we will do everything possible to right this wrong. We cannot believe that both the Dealership and the Manufacturer do not know what equipment is installed in each vehicle sold. This is deceptive and misleading by all involved. Unless something is done we will use every means of media out there including [redacted] to let people know how you do business. We will also use legal counsel to right this wrong.

Everyone pushed blame to the other party and the issue still remains unresolved. We have decided to write you this letter in one last effort to give both the dealership and the manufacturer the opportunity to do what is right and protect your reputation. Now it is up to you to decide how you are going to rectify this and what you want to be known for in the automotive world. Is this truly the “Manfredi Way”? Is this the best customer service Chrysler has to offer?

Blind Spot Assist was the major feature that swayed us to purchase this vehicle. Our original purchase price assumed that all of the equipment listed under each package on the Corporate Website, on the vehicle we test drove and on the vehicle window sticker would be present in the vehicle we were ultimately sold. The price we are paying is significant and we did not argue this fact as the vehicle was supposed to be “Fully Loaded”.

Our grievance has been ignored and as you know Chrysler, your Corporate Office is well aware of the situation.

In short, we would like the features we were promised to be added to the car. We have been told by Chrysler that it is your dealer’s responsibility to make good on this and the dealership claims it is Chrysler’s oversight. We want this matter addressed swiftly. We especially want to quickly hear from your office what your intentions are so we can proceed accordingly. We hope that both interested parties will realize the magnitude of aggravation you are giving our family and we hope that you are honorable enough to do the right thing. We know that if you put your heads together you can come up with a suitable compromise to satisfy a VERY LOYAL CUSTOMER.

Again, we want to give you an opportunity to show that you care about your customers and that you care about your reputation.

Thank You.

Sincerely,

[redacted] and [redacted]

Manfredi Auto Group

Chrysler Group, LLC Customer Center

cc: [redacted], Chairman and CEO

Board of Directors: [redacted]Desired Settlement: I would like to receive the equipment that was promised. Thank you for your assistance in this matter. Respectfully, [redacted]

Business

Response:

In answer to complaint # [redacted],

Manfredi Chrysler Jeep Dodge has come to a mutual agreement with [redacted] and [redacted]. [redacted] , Manfredi Chrysler Jeep Dodge agrees to add a aftermarket blind spot

monitoring system on 11/**/2013. in addition to adding the blind spot monitoring system [redacted]. ( General Manager ) has agreed to hand le a recall on the customers Jeep Cherokee Limited.

Manfredi Chrysler jeep dodge considers this complaint closed as satisfied by the customer , and wishes a long lasting relationship with [redacted] and [redacted]. [redacted]