Monroeville Dodge

Review: I applied online and had a call back from [redacted] who told me I qualified for a loan and set an appointmrnt for me to see [redacted], her sales manager, she said she talked to him and I could buy a car, nothing real expensive but she talked to him and they could get me a car, I go out there the next evening and was denied, after being told all was good and what proof to bring, here the female I spoke to said [redacted] never did speak to [redacted] and he did not even know her she works at a call center, they led me to believe I was getting the loan and a car and all was well ust to deny me, I was so upset and hurt at this practice and they really had a "who cares" attitude toward me, I felt totally humiliated and embarassed, total lead me on to believe I was getting the car.THEN----that [redacted] had the NERVE to call my house voice mail the next day saying 'Hi, just checking how everything went and how your car is"...excuse me, the NERVE, I did not call her backDesired Settlement: not sure what I want done but this practice is totally rude and I am very upset and hurt they would do this to me and like I said they do not care at all, that [redacted] never even came over to talk to me, I feel they owe me something

Business

Response:

In response to the above referenced complaint we here at Monroeville Dodge sincerely strive to offer all customers the ability to purchase a vehicle from our company and make every effort possible to do so for all customers with all levels of past credit histories. Many times a customer is " pre-qualified" based on information at the time of phone contact only to find out at the point of the sale the customer does not quailify for a program to be "Approved". Unfortunately from time to time a customer may not meet the minimum requirements.

An alternative offer of obtaining a co-signor was suggested and upon review of that information given and credit history we still were not able to offer financing . We may add a third option was given to have the customer consider putting a large down payment. After exhausting all request a last and final suggestion was made to have Ms. [redacted] to touch base with our "Finance advisor " on Friday. It was our understanding that Ms. [redacted] was to contact us on Friday to make further efforts only to recieve this complaint. If we can assist in any other way please let us know.

Thank you,

[redacted] Sales Manager

Monroeville Dodge

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Consumer

Response:

MY RESPONSE--------

I was advised she would call me I have to date not received a call, also when I was at the dealership I was told to ask for [redacted], which the female said he was there but not available, I believe her name was [redacted], when I requested to speak to [redacted] he made no effort to come over to talk to me, his handling was totally unacceptable,

I was never told I was pre-qualified, I was told that all was good come in and pick out a car, that is a far cry from what happened, now they are trying to switch the compalint on me, totally unacceptable practices and behivior, and to make natters worse, [redacted] made me feel like a toal it by 100% totally ignoring me and having the female tell me he never heard of me or the woman I spoke to who told me to come pick put a carthat all was good to go

Regards,

Review: I drive a 2013 dodge dart. I took it in for service because it was making an awful noise. I was told it would take 1 day and I would be able to pick it up after work the next day. I had to get a rental car from which they messed up dates and I ended up with a big mini van I could barely drive. I called around 3:00PM the next day to confirm it was ready and of coarse they hadnt started on it yet. I got my car back, it was making the same exact noise as if it was never touched. I tried contacting the service manager for about a week and a half and he refused to call me back so I had to call the receptionist and find out his schedule to see how late he would be there. So I had to take off of work and just show up to try and get some answers. I show up at Monroeville dodge and one of the men working the front desk was shoving his face with food and put his finger in my face and told me to hold on. After I stood there and waited for him to finish his food he then proceeded to ask me ''what do I need?'' I then asked for [redacted] the service manager and went into his office to speak with him. He told me that he had infact called me and left me voicemails that I never received but had no proof to back this up and of coarse I had no messages. He basically told me it was my fault and never apologized once for the miscommunication. In order for me to get an appointment I had to do all of the work and take off just to even get an appointment for next week. This has been the worst experience ive ever had. Ive lost money and respect for these people. Each and every time I take my car here I have to always go back a second time in order for it to be fixed and have to experience the rude and ignorant people at the front desk who act like I am an inconvenience to their day. My car's warranty is up after this visit and I will never go back to Monroeville dodge for another thing and will tell everybody I know how I have been treated and will never purhcase another car from themDesired Settlement: The ideal plan for me would be loan payoff to trade in value. I do not want to deal with these issues im having anymore. I want $50.00 for gas for all of the trips ive had to make just to get answers. $200.00 that me and my fiance had to lose to take off work those few hours to go there to get treated like we matter as customers.

Business

Response:

The customer has been scheduled for repairs along with a rental vehicle that will provided at no charge. The customers vehicle is no longer under warranty through the manufacturer but I plan on doing the repairs at no charge to him under the provisions of Chrysler's out of warranty goodwill adjustment policy. I will follow up with the customer and let him know of our intentions to help him with the repairs and provide him with a rental vehicle as his is repaired.

Review: I purchased a 2015 Dodge Journey January 21, 2015, the dealer gave me a temporary registration card for the vehicle, I had to go back to the dealership to pick up mats for the vehicle in late March and I asked the Finance manager when am I getting my new registration, he said don't worry it should be at your house with in the next week, the temp registration expired March 31, 2015, I emailed the dealership and called the dealership multiple times, left several voicemails to the Finance Manager and the General Manager, I got a phone call yesterday with a Title number saying I had to register the car myself through the DMV of PA.Desired Settlement: I would like to receive a certified check for the amount I had to pay the dealership to register the vehicle that is in the contract I signed for, and the new registration I had to pay for again through the DMV website.

Business

Response:

I have only received a phone call from customer on 5/21/15 about his issue of expired plates. I had my title clerk investigate what happened and call the customer the same day to explain to him that he did not get a new plate nor did he pay for a new plate, his fee to the state was $6.00. He had transferred his old plate that still had plenty of time on it before expiration. After explanation to the customer, he had seemed to understand and had no other questions or complaints.A renewal should have been sent to customer from the state either before or shortly after his transaction with Monroeville Dodge. If we had did something wrong we certainly would reimburse the customer.Please note that Monroeville Dodge did not do any thing in error or malicious with his transfer.Sincerely[redacted]General ManagerMonroeville Dodge

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.

Review: ATTENTION: MONROEVILLE DODGE GENERAL MANAGER - JULY 24, 2015

• Purchased 2014 [redacted] – July 2014

o Was told by salesman at time of purchase, that during first oil change, the wheel would be replaced because of imperfection on wheel.

o Came in for oil change, and the service dept took photos of the wheel, but he said he had to send the photos to [redacted] because it was a warranty item, and he would get back to us.

o We never heard from him. We called and they said he was no longer employed there. We’d have to bring it back in to be looked at AGAIN.

o We brought it back for next oil change and told the service desk again, and the standard answer for the next three times was, ‘I’ll have to check with my supervisor, and someone will call you’. Again, no response.

• Took car in for oil change again and check engine light coming on and off. July 10, 2015 (had to take day off of work because they were unable to do on weekend)

o Now had another wheel with issues – coating was peeling off. They were able to fix that at that time. The other original wheel was still not fixed. We were told that they NOW couldn’t do anything with that, because they would have to pay for that. Because it was from the onset of when car was purchased?!?

o Then, while my husband was waiting, over 3 hours for oil change, they came to tell him that they put the car on machine to do an update and accidently fried the memory board. A week later they called to say they had more bad news, that while fixing the memory board, they realized they had fried the ignition switch.

o Monroeville Dodge called July 22, and said the car was done. I again left work to go pick up my car.

o Got home and went to start the car that evening, and my fob would not work. They only reprogramed one fob.

o My husband called and they said we would have to bring it in to be reprogrammed.

o My husband called on July 24 to see if we could take it somewhere closer to be programmed and was told by service desk that he could take it to any dodge dealer, and they would be able to reprogram.

o I called two other dealers, and was told that if Monroeville Dodge would like to pay to have it reprogramed they’d do it. But since Monroeville Dodge has already been paid for the warranty work, they would not do it.

o So, once again I have to leave work to drive 50 miles back to Monroeville to fix your mistake.

• Seems to me there is a great lack of communication and a lot of customer service issues at your dealership. I can say I am more than dissatisfied with your service. I have been a loyal customer since 2004, and have owned [redacted] since 1982. We have purchased 5 cars at your dealership. We have sent multiple people there who have purchased vehicles from you. I can say with pretty uncertainty that I will never purchase another car or send anyone there again.Desired Settlement: I want the defective wheel skin, that was promised by salesman during sale of vehicle, to be replaced at their cost.

Business

Response:

As per [redacted]'s warranty policy, pictures of the wheels have to be submitted for their approval. The customer had two wheels that they had a concern with. [redacted] covered one of the wheels because it was a manufacturer defect. The other wheel, unfortunately was not covered because it was damaged and not a defect. Because the wheel is a specialty wheel, and where the damage is it cannot be repaired. The vehicle also had a software update available to one of the modules. As per [redacted] we are to update the modules while the vehicle is here for service to enhance customer satisfaction and potentially eliminate problems that may arise in the future. Unfortunately, there are times where the module crashes during this update and will not respond to further updates or repairs. We took care of all of repairs needed as a result of the module crashing. We where only able to program the only key that we had at the time. Although I understand the customers frustration, we did everything we could to try and take care of all the issues that the customer had.

I just called in to schedule a service appointment 8/26/15. I spoke with Sophiea [redacted], who did not help me what so ever. She was extremely rude and unprofessional. She would place me on hold and just kept telling me she was busy. Never once did I get transferred to the service department she just placed me on hold and would pick the phone back up. When I asked to have someone call me she again put me on hold before I had any time to speak. This person's tone of voice and demeanor on the phone is very poor and I will be taking my business elsewhere.

Review: I had bought a car on October 28,2013. On Thursday November 7,2013 I was on my way to work and I had noticed that my steering will had got tight and my battery light came on and my car started to whine. So I started to drive and the whining noise went away and when I pulled into my job the steering will was more tighter and the whining nise came back. So someone at my job looked at my car and noticed that the serpentine belt was loose or ofg. So I called the dealership where I got it and they said it was my responsibilty to have it replaced. I was told that my car was serviced before it left the dealership. If my car was serviced before it left the dealership they should have noticed that.Desired Settlement: I would like it fixed since I didn't have the car that long and I shouldn't have to pay for it.

Business

Response:

Please be advised that this disbute has been resolved as of 11/16/2013 as part of good will, this was not a covered (belt tensioner) componet and could not be forseen when evaluation of vehicle was completed.

Repairs have been completed and covered by Monroeville Dodge.

Sincerely

General Manager