Mike Toler Chrysler Dodge Jeep, Ram, Inc.

Unethical business practicesGeneral Chain of events:Made appointment for 11/28/2015 with Toler Dodge in Morehead City, NC due to [redacted] reported failed inspection due to "flash memory drive update." Dropped car off Friday 11/27/2015 at night. I called Saturday around 3/4 pm to receive an update was told "they would call be back in a few minutes they were just running diagnostics" by [redacted] in services department. No call back. Called Monday afternoon and was told the same thing. Then on Tuesday 12/1/2015 I received a call from [redacted] in service department for me to call him. I called him back around 3-3:30 and we discussed what was needed for my car to pass inspection. [redacted] from service department stated I needed 2 O2 sensors and an RGP valve (something like this). My spouse was in the room and I repeated this to [redacted] and he confirmed. I then proceeded to ask him how much the parts are. He stated the costs of parts would be 32.00 (thought reasonable thinking with military discount). I repeated again to [redacted] the parts needed and the costs for parts. [redacted] confirmed the need for 2 o2 sensors and RPG valve would be 32.00 he stated yes. I told him ok because I do not want to spend more than 200.00 in parts because that is all that would be required for a waiver from DMV . [redacted] stated yes you are right. He proceeded to tell me that they did not have the parts and I would have to pay for expedited services which would be about 30 dollars. I told him that was fine. Called Friday December 4 2015 for an update on vehicle. I was told they had to 'cut a part out' and my car would be ready 12/5/2015. I went to pick up my car on 12/5/2015 and my bill was about 3200.00. Called 12/7/2015 and discussed huge miscommunication with [redacted] whom referred me to service manager. Spoke with service manager whom stated "never had a discrepancy like this and I concurred with him this has never happened with me also." I told the service manager why would I authorize repairs that were more than the value of my car and if I needed big repairs why would I go to a dealer which would charge me double for repairs. He agreed and gave me the options to make payments on vehicle or try to get into a new car. I contacted the sales (12/4/2015) department and made them aware that I have great income but really bad credit due to recovering from a divorce. I "ran" the numbers for a 2015 renegade which was advertised for about 20,000 online. I was told that I did not qualify for the cheaper vehicle (without about 2-3,000 down) but I was approved for a more expensive 2016 Jeep Patriot (I found out at this time Dodge was pushing Patriots out through rebates). I asked for clarification and they stated "it was just how it was with some type of tier in sales." I questioned why price of 2015 renegade went up and they stated due to my credit they could not give me the online deal. No one could explain the "sales tier." IN figuring out the price I was given 3,000 for my car and had to roll over some repair costs into new payment. After this, I attempted to contacted Jeep customer service requesting the area managers contact number [redacted] Case number 28596426. I called several times and the dealer refused to give out this information. I explained how I felt like I had been strong armed into this sale and voiced my concerns and unhappiness during the sale and whole business deal. I am at a lost on how to proceed since Jeep customer service will not release any information and the dealer is allowed to refuse to release this information. I was told by Jeep customer service that "If there is nothing wrong with the vehicle I have they cannot send this case to higher level." Desired SettlementI am at a loss as to how to answer this. I am unaware as to what can be rectified and what can not. Need assistance as to what I could be completed to rectify situation and unethical business practicesBusiness Response Contact Name and Title: [redacted]Contact Phone: [redacted]Contact Email: [redacted]The customer dropped her 2009 [redacted] Journey off using the night drop box on 11.27.15. On the envelope with her keys was a request "see inside, need to pass inspection and ignition switch recall." Inside there was a repair order from [redacted] where they stated that the check engine light was caused from the catalytic converter, and that there was a flash update available from Chrysler on this. They told her that she would possibly need a catalytic converter, but maybe the flash update would help. It also included a print out from "identifix.com" that said the confirmed fix for this check engine light was "O2 sensors, powertrain control module programming, catalytic converter, and ignition coils." The diagnostic fee was $34 for [redacted] to tell her this. On 11.28.16 our service department diagnoses the Journey and calls the customer. They explain to her that she needs two O2 sensors, an EGR valve, motor mount, a catalytic converter, and recommended brake work. The total came to $4,350.00. She tells our service advisor that she cannot spend that much, and asks what it would take for it to just pass inspection. The service advisor then revises the quote, and he cut the bill down to $3,150 for just the O2 sensors, catalytic converter, EGR valve, and motor mount. She agrees and authorizes the work. We tell her the parts are 5-7 days out, and this could be a two week process. When the authorized repairs were completed and she came to pick up her vehicle, she disputed the bill. She stated that she thought the service advisor meant "$31.50, not $3,150.00." While commonly both amounts are spoken "thirty one fifty," given all this history one would understand which amount would make more sense. [redacted], our service manager, had a conversation with her where he stated that you "can't even get an oil change for her vehicle for $32.00, he found it hard to believe she thought she could get a catalytic converter for that amount." She recognized we had cut out some of the work to be performed, but it was discussed that it's very rare a bill would go from $4,350 to $31.50 with a "military discount." He also pointed out to her that the diagnostic fee from [redacted] was more than the price she thought she was quoted.The customer then contacted our sales department to discuss her options of getting into a new vehicle. She gave her salesman a credit application, and we told her we would go to work for her on this. She was originally interested in a 2015 Jeep Renegade, and when submitted over to our primary lender, [redacted], she came back in a "tier 6" and the amount that they would finance for her was greatly reduced. [redacted] did have a program in December of 2015 called the "Non-Prime Subvented Tier 5 APR." This program was designed to help customers with non-prime credit scores to get into one of 3 models - the 2016 Jeep Patriot, 2016 Chrysler 200, and 2016 [redacted] Dart. (It should be noted that the MSRP on the Jeep Renegade she originally wanted was $26,675; and the Jeep Patriot we showed her had an MSRP of $23,385.) The Patriot was most similar to the Renegade she had expressed interest in so her salesperson showed her the Patriot. It was explained to her that submitting the deal with the Patriot bumped her into a "tier 5," and she qualified for the non-prime subvented rates. She drove the Patriot to her husband (with no sales person), and they agreed that they liked the car and this was the best option for them. During the sales process, she expressed gratitude for helping her out of her 2009 Journey because of all of the issues she had. She also stated that she drives 3 hours away for work multiple times during the week, and she felt better that she had a vehicle with warranty.On 12.15.15 (the day after the sale) her salesman followed up with the customer and asked her how she was enjoying her new vehicle. His notes state that she "had a great car and no issues at this time." On 12.19.15 again she was followed up with and she stated again that she "loves the Jeep, and would be dropping it off Sunday to get her Master Shield done to the vehicle." Her husband has also had contact with her salesman since the sale - as recent as the last week in January - and gave no indication that anyone was unhappy with their purchase.Consumer Response [redacted] reported to me that results indicated a flash memory update was needed and deferred me to a [redacted] dealership. I was not notified on 11/28/2015 with a diagnosis for my car. I was finally notified on that Tuesday 12/1/2015 (I remember because my plates were now expired). I repeated to [redacted] what he told me which again was 2 O2 sensors and a EGR valve. When I conformed the total for the parts I said "Ok only if about 32.00 because I only need to spend 200.00 in parts for a DMV waiver." [redacted] proceeded to confirm this policy that the DMV had. Service manager [redacted], never made the negative stated comment above to me that were alleged in the rebuttal. [redacted] told me "they got the price down for me and the only option was to make payments or buy a new car." There were never any conversations or mention of a catalytic converter. I selected the 2015 Jeep Renegade because online it was advertised for about $20,000 which included initiatives to sell the vehicle. This was the reason why I chose this vehicle was do to the advertised price that "I ended up not qualifying for." Additionally, I did not test drive the Jeep Patriot to my residence which can be evidenced by mileage at sale of the vehicle and the mileage from my residence to the dealership. The mileage at sale is not even a full one way trip to my residence. Throughout the brief test drive with the salesman "[redacted]" I vocalized my disapproval, lack of enthusiasm and felling trapped. I had even vocalized this to anyone involved with this "deal." For example, the woman in the financing department (which I believe is [redacted] ?) instructed me not to think of the service department when I filled out the survey request I was going to receive. I was also instructed to contact salesman [redacted] when I needed any services form the service department and he would arrange it. I called the [redacted] on 12/19 to schedule my Shield Guard application and he did ask how I was doing with the car. I expressed the same thoughts and feelings as mentioned prior. As a consumer, I find that outward false allegations (i.e. I drove car to my residence in which I have proof this did not occur) coupled with the unwillingness of the dealership to release an area managers contact information suspect. In an attempt to gain this information I contacted Jeep customer car and was unsuccessful because "only the dealership had the information." My question is-How can a consumer contact someone higher in the "chain of command" with the Jeep Corporation to alert them to unethical business practices/tactics? Essentially, I have no rights as a consumer because the dealership is allowed to block the release of contact information for further reporting and possible resolution. Lastly, The individual whom completed the rebuttal for [redacted] (which states [redacted]) was never involved with me in this incident/"deal." Final Business Response We here at [redacted] CDJR don't participate in unethical business practices or tactics. We are a straight forward honest business with reputable employees. We are consistently ranked in the top percentages in sales and service. We have been a good citizen of eastern North Carolina and Carteret County for many years. We give back to the community every way we can from buying BBQ plates, sponsoring ball teams and fund raisers every month of the year. We have just recently finished building a new facility to better serve our customers and friends. We are committed to giving the best service we can to each and every customer. Addressing that I was never involved I'm have been aware of the repairs and the purchase of the vehicle by [redacted] and she has never reached out to me directly. I'll gladly sit down with [redacted] and discuss this matter.