Jeep Chrysler Dodge Ram FIAT of Ontario

Based on the complaint, in the customers own words, she later discovered that she could in fact pay Chrysler Capital the balance of the leaseThe only piece that couldn’t be completed was that she couldn’t turn the vehicle in and had to continue to pay insuranceWith that very bit of information directly from the customers statement, I can see where it might be confusing, I can even see where the salesperson didn’t cover all of the details, but this seems more of a lack of detail of even education than deliberately misleading a customerAt any rate, we do need to take responsibility for our part of the failure in communicationAs established in the complaint, $was covered by a reduction in downpayment of $plus the $that the dealer refunded the customer for remaining paymentsRequesting the same $again isn’t reasonable, that would be a $total savings from the original agreementWhat we did cost the customer was the insurance for the additional term she had to keep the carIf willing to produce the policy or billing statements for the period from consummation to lease termination showing the coverage on the lease return, I will reimburse the total of the insurance costPlease let me know how I can further assistBrandon Goodermont General Manager

Initial Business Response /* (1000, 5, 2016/04/11) */
Contact Name and Title: *** ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@jcdofontario.com
Unfortunately the warranty on the vehicle is between the consumer and the manufacturer (FCA Group LLC)
FCA does have an approval process as
it relates to replacements of glass and convertible tops that all dealers in North America
We followed the process and FCA group declined to approve the repair as their belief is that it is not a defect in workmanship or manufactureWe did let the customer know that they should contact their insurance company
Initial Consumer Rebuttal /* (2000, 7, 2016/04/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
*** from Jeep Chrysler Dodge Ram of Ontario has managed to get approval from the FCA company and had kept me in the loop in regard to this matterHe has been helpful throughout this whole matter

Based on the complaint, in the customers own words, she later discovered that she could in fact pay Chrysler Capital the balance of the lease. The only piece that couldn’t be completed was that she couldn’t turn the vehicle in and had to continue to pay insurance. With that very bit of information...

directly from the customers statement, I can see where it might be confusing, I can even see where the salesperson didn’t cover all of the details, but this seems more of a lack of detail of even education than deliberately misleading a customer. At any rate, we do need to take responsibility for our part of the failure in communication. As established in the complaint, $3200 was covered by a reduction in downpayment of $2000 plus the $1000 that the dealer refunded the customer for remaining payments. Requesting the same $3200 again isn’t reasonable, that would be a $6400 total savings from the original agreement. What we did cost the customer was the insurance for the additional term she had to keep the car. If willing to produce the policy or billing statements for the period from consummation to lease termination showing the coverage on the lease return, I will reimburse the total of the insurance cost. Please let me know how I can further assist. Brandon Goodermont General Manager

Initial Business Response /* (1000, 5, 2015/11/24) */
Contact Name and Title: [redacted] GM
Contact Phone: [redacted]
Contact Email: [redacted]@jcdontario.com
Thank you for the notification. The AAA pre-owned program rules state that an advertised vehicle that is advertised below dealer cost...

(at a loss) is not required to participate in their program. In this case we had a vehicle that was advertised well below dealer cost and well below market value which is why the additional AAA discount could not be honored. Ms. [redacted] did elect to take a different vehicle that we could honor the AAA discount on. She purchased and took delivery of that vehicle. She also changed her mind and returned the vehicle some days later. I do sincerely apologize that these program rules aren't more clear to the consumer. It would be in ideal for us to honor every customers requests, unfortunately we can't. For what she is looking for is well below what I can even acquire that vehicle for. I would be happy to work with Ms. [redacted] personally on a vehicle in stock to provide the best possible value for Ms. [redacted].
Initial Consumer Rebuttal /* (3000, 7, 2015/11/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for the response. It is unacceptable because it skirts the issues which tells me this dealership finds it okay behavior to draw consumers to them with advertised pricing as a lure only to sell us other cars they are having difficulty getting rid of. Had you operated with open and full disclosure of what I was paying for I would have left a happy customer, in the car of my choice, making a confident buy.
Neither the AAA Car Buying Program nor consumers set your pricing. You control whether or not to discount certain cars or not further. Not every vehicle listed on their website promoted the "Event/Discount Pricing" but you elected to and I relied on that. It was your dealership staff that confirmed the pricing and amenities with me in the very beginning, then later proceeded to manipulate the figures to counteract the discount. Your dealership staff implied the Patriot Act required you complete a credit report/application on me. Even though I challenged that misinformation and wrote "N/A" on the application because I was not requesting financing or applying for credit as stated on the document.
My suggested compromise is reasonable for your dealership if it were in fact mistakes that were made unintentionally that you now want to remedy. Failure to acknowledge the errors indicates to me the behaviors are acceptable to you and will not change.
I only asked for advertised pricing to be honored, after I was denied equal opportunity to make an honest straightforward deal without offsetting promised discount pricing and trying to force hidden and unnecessary add-on fees into the OTD price. My resolution is not a viable solution to you and that to me is a bad sign of what to expect if I returned to your dealership without a written deal outlined beforehand.
Final Business Response /* (1000, 11, 2015/12/14) */
At this point in time, JCD of Ontario have attempted multiple resolutions for Ms. [redacted]. Unfortunately, she has refused every effort reciting absolute inflexibility in her proposed solution. I have found that we cannot resolve her issue amicably and sadly have to accept that we as a company will not be able to satisfy her demands.
The customer has made it clear that anything short of her exact demands will result in yet another unsatisfactory experience with our dealership. I believe that in this heightened state it's more likely that we will once again let her down. That said, I find it best to remove us from the transactional side of this equation.
I am happy to assist with the purchase of a vehicle elsewhere, or with additional ancillary services purely as a goodwill gesture for the time she has invested into this.
Final Consumer Response /* (3000, 13, 2015/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response is only correct that I have been firm/"inflexible" in wanting a comparable or better vehicle to those I was prepared to purchase at the dealership's advertised price (4 different occasions) but was denied by them from doing so.
Mr. [redacted] was familiar with the 4 times I tried to buy Jeeps from his dealership at their advertised prices. Yet he claimed to not know or understand what I was looking for. I took the time to provide much written detail, off the dealership's advertisements of my vehicles of interest. Mr. [redacted] said he was clear and would search for a match. At one point he recommended I search their current inventory and let him know if there were any vehicles of interest. I gave him the two closest and least expensive considerations and he bypassed my reply.
I'm unaware of the viable "multiple resolutions" JCD of Ontario has attempted. There has been only one Jeep that was suggested as a possibility to me. Mr. [redacted] had little information with many uncertainties because it was not in their inventory. What did appear clear is it had double the miles and was substandard yet JCD of Ontario wanted a higher price for it. Twice he said he had some ideas for a resolution but was reluctant and evasive about articulating them in writing. If he truly had worthy good faith offers to remedy this situation, as a businessman I know of no logical reason why he would not present it to me in writing. Instead, JCD of Ontario has elected to walk away because they find my request of honoring their own pricing as unreasonable. I find that very unfortunate.
The lesson here for the dealership is 1) do not advertise a price or features that you have no intention of honoring 2) had you operated the first transaction with integrity and professionalism you would have had a happy customer 3) flat verbal claims and puffing are ineffective especially after demonstrating your credibility is tarnished. It's business, put it in writing to rebuild trust, get right to the point and avoid misunderstandings 4) if you are not interested in abiding by rules & policies of a program that are for the consumer's protection then don't align yourself with them 5) when afforded opportunities to make a situation right it can never be corrected if you continue to repeat the same violations that caused the rift in the beginning.

The process is really quite simple but has to be initiated by the consumer. If my employee undersold the policy or the process, I am truly sorry. I can assure you I will follow up and address this with my entire staff. What I cannot do is contact the credit bureau on the consumers behalf and dispute the inquiry.As I stated in my last response, if you will initiate the dispute we will not contest it and the inquiry will be removed. If you aren't willing to do this yourself, then their isn't anything else I can do to help you resolve this.

Initial Business Response /* (1000, 5, 2016/05/04) */
Contact Name and Title: [redacted] svc director
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@jcdofontario.com
dealership will be sending the customer a complete refund of $1,159.94 which is the entire amount of the paid invoice for the...

timing belt replacement.

I am rejecting this response because:
I was assured the credit application was solely a formality and the salesman explicitly indicated the credit application would not be processed. I was coerced into signing the authorization because the salesman explained we could not continue negotiations for the vehicle sale without a credit application. To be totally clear, I was forced to sign this application to purchase a car that was paid in full. This is irrational and unreasonable. . .The salesman never mentioned a requirement for my social security card. The nuances of the store's policy were never fully disclosed and I was mislead. That is dishonest and unethical. As we continue this complaint process I am learning more about the policy or they are simply  developing the policy that complements their perspective of the transaction and supports their defense.A hard inquiry is not required to confirm my identity; the store should have processed a soft inquiry. There is a significant difference.I am concerned that the store and its team do not have the knowledge or proper training to understand the effects of these careless mistakes.Experian cannot remove the hard inquiry unless the store initiates the process. This will necessitate time and effort from the store and its team. Simply stating they cannot do anything is absolutely inadequate and unsatisfactory.This is very simple and I am certain this is not the first time this issue transpired; therefore, a formal process exists to resolve this problem.Please remove the hard inquiry from my credit report.

It is our store policy that we verify identity on every customer. The only exception we may make to this policy is if the vehicle is paid in green cash and we are supplied a social security card in order to file the 8300 cash reporting form or a cashiers check on a case by case basis. We also,...

absolutely will not run credit without signed permission.We only ran Experian and it was one inquiry. You are welcome to dispute this inquiry with Experian, which can be done online, and we will not respond. This action should produce the desired result. I don't otherwise have the ability to remove a credit inquiry.