Rockland 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: [Your Answer Here] 1) Sadly, NONE of my account of what occurred was either fabricated nor embellished It was neither nor exaggerated My complaint has not been satisfactorily resolved Rockland Chrysler Jeep Dodge indicated that should I simply tramy vehicle That option requires an additional downpayment and possibly higher payments I doubt I will receive the same amount I originally paid for the truck How is that a solution? Moreover, they indicated they would prefer I use another dealer for this proposed trade-in I would much rather ride my son's tricycle to work before I EVER purchase ANYTHING from Rockland Chrysler Jeep Dodge 2) Purchasing an alleged "Certified" pre-owned vehicle implies I am covered under their warrantyI asked to have my service transferred elsewhere so that I do not have interact with this dealer This was not addressed in their reply Further, to add insult to injury, my registration was holed up in their office for over weeks I drove around with an expired temporary registrationI called their office and was told they could put in regular postal mail This would have taken an additional several days Because I did not want to further risk getting stopped by police for an expired registration, I had no choice but to pick it up in person "from one of the mangers." This required me to have to actually interact with the very same [redacted] s I had this horrendous experience with It was the most uncomfortable, nerve-wrecking experience I've ever had to encounter I cannot trust this dealer If they held up my registration, to what lengths would they go if I have to get my car serviced? In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [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: I feel that the business has given you information Which seems to be there thing since I feel they have given me information on my vehicle The person who responded to this complaint I have spoken to today and I again I had lies thrown at me I will bullet point a few things -I never contacted [redacted] on her private cell phone from my phone, my friend called her and I spoke to her from his phone.-I find it interesting how he called the sound a ticking/knocking sound but when I had previously spoken to him he told me that he would not call it a ticking sound because his tech called it a knocking sound and he stands buy his tech but when my mechanic called it a ticking sound he now is putting it in writing as ticking-This is the first I am hearing of pictures, when they 1st told me I needed a new engine I asked for proof as to the problem and they never had any or said anything to me about pictures After speaking to him today and I asked to see the pictures he told me point blank NO!-He said that getting in touch with my extended warranty company was a laborious task, however [redacted] got a hold of them in 15-min That doesn't seem to laborious to me -He stated that there was metal in my engine, but when I asked where he took the sample from he had no answer and didn't have an idea I also asked him in previous conversations about them dropping my oil pan and he had said yes before, but when speaking to him today he said no they didn't.-He stated that I didn't purchase my extended warranty from the Chrysler dealership, however I did purchase it from a the Chrysler dealership when I bought my car.-He said that I did not have any records to send to my extended warranty company when in fact I did send those papers over So he has no idea what he is talking about That was a flat out lie, and misrepresentation-I was never offered a "free Shuttle" They never told me that was available On top of all of these things I have had not so nice conversations with the [redacted] I did get heated on my end, but that was only after I had been mislead and had someone try and turn things around on me and talk over me and not take anything I had to say seriously As a customer service person I believe that there job would be to calm down the customer and not try and argue and talk around them I do not believe they were being truthful with you and I stand by my claim to say that they are not an upstanding business In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [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: Once again I will speak to the falsification of information that was provided from the company My claim was never DENIED I was told that for a claim to be processed and reviewed I needed a tear down of my engine at my expense I chose not to do that so there for my extended warranty could not have denied the claim because there was no official claim processed I love how the [redacted] chose not to address all the other claims he made that were untrue in the last set of information he provided I love how he states that they only share pictures when the diagnosis is done, however they never provided me with any information that pictures were taken How was I suppose to review those pictures at that time if they never told me they existed Once again I NEVER denied a shuttle because I NEVER knew they had a shuttle ( Although that is a mood point, bc I did not need one.)I am not angry with this company because of my extended warranty I am angry because I do not feel I had a proper diagnosis of my car and I will continue to say that over and over again Even after speaking with the [redacted] who likes to twist my words around and try to falsify the information given on my end I can not say that I am angry with anyone but the service department I will not accept his claims and his blaming of everyone else but his department When I asked what he would do if I had my own mechanic tear down my engine and if he found no repairs needed what he would do then, his response to me was " I will not entertain that!" I will continue to fight this so that other people will not be duped by this company and have repairs that are not necessary on their vehicle.Thank you, [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

In all my years leasing cars, I've never had such a terrible experience everBesides the fact that they sold us a lemon, they have refused to help us resolve the issueTheir customer service, straight from the owner all the way down to service people, have been nothing short of uncooperative, rude, and unprofessionalThey are manipulative liars and crooks

The business has responded Please see below:On April *** *** *** contacted *** ***, one of my service advisors, on her personal phone instead of the dealership numberShe was given this number by a friend of hers that was previously employed at Rockland CJD*** said she
could get her in for an appointment on Saturday May *** to diagnose the check engine light and perform an oil change, as per *** ***’s requestUpon the initial diagnosis, my technician came to the advisor and explained the vehicle was quarts low on oil and 8,miles over due for an oil changeHe noted there was also a ticking / knocking noise coming from the engine and actually metal pieces in the oil (technician took pictures)Before going any further, the technician informed the advisor the vehicle may need a new engineAt that point, the advisor contacted the customer and explained the items that needed attentionWe tried everything in our power to call her extended warranty company to get it coveredThis was quite a laborious task, because it was an “off-brand” warranty company (not purchased through our dealership)One of the steps was to fax over the customer’s service historyThis showed the last visit to our service department was 10/**/*** from her extended warranty company asked *** *** to fax over her service history from the outside service center that she’d been taking her vehicle toThis would justify the huge gap without servicing her vehicleShe had no records to send*** *** was upset that the extended warranty company wouldn’t take care of a rental and wanted her to pay for the tear down fee (engine diagnosis)At around 11:00am on May *** the customer knew if she didn’t want anything done there would still be a diagnostic fee of $no matter whatThis was also confirmed when she spoke to *** on her first phone call on April *** and was okay with the diagnostic fee of $She has since taken it to a local mechanic and they performed an oil changeAlthough this will quiet down the ticking / knocking noise and reset her check engine light, there still is an underlying issueHow severe that issue is cannot be determined because we were never given the opportunity to take the engine down and diagnose it furtherWe take pride in our workmanship and have Chrysler Certified technicians that take their job seriouslyWe’re sorry that *** *** feels the way she does, but the $was our initial diagnostic fee that she already agreed toFurthermore, we provide a free shuttle service*** *** opted to obtain a low-cost rental option, but at no point did we say we were going to pay her *** billWe do not provide free rentals, only a free shuttle service

The business has responded Please see below:
We would like to apologize for any inconvenience we may have causedAutomotive email marketing can be tricky, because you may be
receiving something that has our name on it but not sent by our company directlyThere are third parties involved and also email marketing coming directly from *** *** *** themselves on our behalfI assure you that after your calls and “opt-out” we did take action on our partNot only did we mark your client file as an “opt-out”, but we also removed your email completelySo, we actually don’t even have an email on file for youWe have gone a step further and contacted our email marketing company to confirm they have done the sameWe have seamlessly done business with this company for a few years and have never experienced something like this before, but we have made them aware of this situationIt would be helpful if you can forward us a copy of the exact email that you are receiving so we can contact the company sending that specific email directlyThank you for your patience and we look forward to a prompt resolution

The business has responded Please see below:When *** *** came to our dealership, he inquired about a pre-owned Chevy Camaro that we had on our pre-owned lotThe sale price of that vehicle had been reduced the day that *** *** came in and met with one of our sales associatesIt's
common practice to reduce the sale price of aging inventory when marketing pre-owned vehiclesAfter browsing our inventory, *** *** decided that he wanted this specific vehicleWhen it came to discussing the sale price of the Camaro, our sales associate, ***, gave *** *** the price that he had on his inventory listing page ($18885), unware that the price had been discounted that dayThe customer then mentioned that he saw the reduced price of $17,on the clearance tag in the vehicle and *** honored this price after verifying that the price had been reducedThe miscommunication in this instance was that *** had offered to take $1,off of the sale price that he had listed o n his list which read $18,885, giving *** *** a sale price of $17,The customer was happy with the sale price of his vehicle, and he left without any indication that he was upset with the deal that he receivedHe's actually even indicated in his complaint that he bought his vehicle at a "good price."

The business has respondedPlease read below
*** ***,
First off, we'd like to apologize that you felt your experience was anything less than perfectUnfortunately, we have no way to predetermine the rate that any customer will be approved for on their auto loan
before the bank decisions itWe ask the customer a few questions to determine the best possible scenario and automobile for their needs and situation
In your specific situation we understand that the loan rate that you were approved for made the payments higher than expected and even a bit uncomfortable for youWe do come across many situations like this and always inform the customer of their options and try our best to work with them and their needsAt no point was it said that you the customer must complete the transaction, you always had to option to cancel the deal and receive a full refund of the deposit that was leftTo be 100% clear this deposit is refundable in full until the point where final contracts are authorized by you the customerThe only other type of non-refundable deposit is if we had to buy another vehicle as per the customer's request
When the approval was discussed with you by *** *** it was requested by you that we attempt to gain an approval on a different vehicle with a specific stock # of ***This specific vehicle was new to our inventory and therefore did not yet have its photos posted online yetOnce this request was placed we did in fact get you approved on the vehicle of your choiceUpon arriving at our dealership a request was made to view yet a different vehicle which already had a deposit on itUnfortunately, we are unable to hold multiple vehicles for a customer, we only place hold on the one vehicle that we have a full structured deal forIn your case that vehicle was the vehicle you took delivery of
You have expressed concern that this vehicle was not listed as certified on the *** *** Report*** is a 3rd party company and we cannot say how they retrieve their information because we are not affiliated with themWe have no control over the time frame that they update the vehicle history report, as we report the vehicles certified to Chrysler onlyAs of today, 9/**/14, the *** report does list this vehicle as a Certified Pre-Owned vehicle
Chrysler's certification guarantees that each vehicle must pass a stringent certification process that guarantees only the finest late model vehicles get certifiedEvery vehicle that passes is then subjected to a comprehensive 125-point inspection and a thorough reconditioning process using Authentic Mopar PartsFor even more peace of mind, these vehicles are sold with a factory-backed year/100,000-Mile Powertrain Limited Warranty, month/3,000-Mile Maximum Care Coverage, Hour Towing and Roadside Assistance, Car Rental allowance, *** Vehicle History Report and an introductory 3-month subscription to *** *** ***This certification is 100% included with the vehicle that you purchasedThe certification checklist for this vehicle was provided to you at the time of purchase, along with all of the coverages and protection plans that are included in Chrysler’s certification.
Following your delivery process being completed and you leaving the dealership satisfied and pleased with your experience a small problem arose with the Certified Jeep Grand Cherokee that you had just purchasedIt is understood by our dealership that this is frustrating as it is a new vehicle to you and it raises concernAt this time you chose to come into the dealership and voice your concern about the minor electrical issue that had arose with your vehicleWhen arriving at the dealership, you spoke with our *** *** *** *** ***, (perhaps you were mistaken and thought his name was ***)Either yourself or your husband stated to *** that you were not comfortable with this vehicle as it had “Major Electrical Issues”At this time *** asked how it could be determined that the vehicle had such issues, being that this determination was made by someone who was not a Certified Automotive TechnicianFurthermore, the vehicl e had not yet been diagnosed or looked at by our service departmentBefore leaving the dealership that night a call was placed to our service *** *** ***, who agreed to service this vehicle the next morning at 9:amThis appointment was made for you by *** *** to accommodate the concern that the next available service appointment was not for several days.
The next morning came and at about 9:am you arrived at the dealership with your vehicle and requested to speak with a senior ***The *** that you spoke with was *** ***The question was asked to *** *** as to why you were told that a vehicle you were interested in was sold and then later was offered for sale*** *** immediately began to explain that our process of sale includes a hold deposit and an approval process and that during this time frame the vehicle is not available for saleDuring his explanation of the credit approval process and time frame associated with holding a vehicle, he was asked by you if he could focus on the issue that you had presented to himTo our understanding that issue was that you requested a vehicle and it was not available due to a deposit that was left by another customer with intent to purchase that vehicle*** once again started to explain the process and why you were told the vehicle was not availableAt this time he was asked how this was relevant information once againThe attempt by *** *** to answer your questions and address your concerns was made multiple timesAfter explaining the same thing multiple times and you getting irate did he state that there was nothing further to discuss and that the conversation was overHe then walked out of the conference room where this meeting was held
Sincerely,
Rockland Chrysler Jeep Dodge

The business has responded Please see below:Unfortunately *** *** wants to continue to argue about what our *** *** has tried explaining to her about her vehicleIf she would like to return to our store so that we can try to come to terms that will work for both parties, we invite her to do soWe can argue about what has been said and what has/hasn’t been done regarding her vehicle, but the only thing that matters is coming to terms, and it seems as if that is not *** ***’s intentWe never aim to lose a customer, but it seems as if there is nothing that can be done to rectify this situation and appease the customerAt this time, we have no further comment on this issue and would like the Revdex.com to close this claim

This complaint has been addressed already. [redacted] does have the option to trade that vehicle in and purchase a different vehicle. At this point, however, we'd prefer she did that at another dealership, because of the false statements being made about this dealership. Also, to clarify, she was beyond the 48 hour window by the time she decided she didn't want that vehicle any longer. Please see our previous response to her complaint:
[redacted],
First off, we'd like to apologize that you felt your experience was anything less than perfect. Unfortunately, we have no way to predetermine the rate that any customer will be approved for on their auto loan before the bank decisions it. We ask the customer a few questions to determine the best possible scenario and automobile for their needs and situation.
In your specific situation we understand that the loan rate that you were approved for made the payments higher than expected and even a bit uncomfortable for you. We do come across many situations like this and always inform the customer of their options and try our best to work with them and their needs. At no point was it said that you the customer must complete the transaction, you always had to option to cancel the deal and receive a full refund of the deposit that was left. To be 100% clear this deposit is refundable in full until the point where final contracts are authorized by you the customer. The only other type of non-refundable deposit is if we had to buy another vehicle as per the customer's request.
When the approval was discussed with you by [redacted] it was requested by you that we attempt to gain an approval on a different vehicle with a specific stock # of C160500. This specific vehicle was new to our inventory and therefore did not yet have its photos posted online yet. Once this request was placed we did in fact get you approved on the vehicle of your choice. Upon arriving at our dealership a request was made to view yet a different vehicle which already had a deposit on it. Unfortunately, we are unable to hold multiple vehicles for a customer, we only place hold on the one vehicle that we have a full structured deal for. In your case that vehicle was the vehicle you took delivery of.
You have expressed concern that this vehicle was not listed as certified on the [redacted] Report. [redacted] is a 3rd party company and we cannot say how they retrieve their information because we are not affiliated with them. We have no control over the time frame that they update the vehicle history report, as we report the vehicles certified to Chrysler only. As of today, 9/**/14, the [redacted] report does list this vehicle as a Certified Pre-Owned vehicle.
Chrysler's certification guarantees that each vehicle must pass a stringent certification process that guarantees only the finest late model vehicles get certified. Every vehicle that passes is then subjected to a comprehensive 125-point inspection and a thorough reconditioning process using Authentic Mopar Parts. For even more peace of mind, these vehicles are sold with a factory-backed 7 year/100,000-Mile Powertrain Limited Warranty, 3 month/3,000-Mile Maximum Care Coverage, 24 Hour Towing and Roadside Assistance, Car Rental allowance, [redacted] Vehicle History Report and an introductory 3-month subscription to [redacted]. This certification is 100% included with the vehicle that you purchased. The certification checklist for this vehicle was provided to you at the time of purchase, along with all of the coverages and protection plans that are included in Chrysler’s certification.
Following your delivery process being completed and you leaving the dealership satisfied and pleased with your experience a small problem arose with the Certified Jeep Grand Cherokee that you had just purchased. It is understood by our dealership that this is frustrating as it is a new vehicle to you and it raises concern. At this time you chose to come into the dealership and voice your concern about the minor electrical issue that had arose with your vehicle. When arriving at the dealership, you spoke with our [redacted], (perhaps you were mistaken and thought his name was [redacted]). Either yourself or your husband stated to [redacted] that you were not comfortable with this vehicle as it had “Major Electrical Issues”. At this time [redacted] asked how it could be determined that the vehicle had such issues, being that this determination was made by someone who was not a Certified Automotive Technician. Furthermore, the vehicle had no t yet been diagnosed or looked at by our service department. Before leaving the dealership that night a call was placed to our [redacted], who agreed to service this vehicle the next morning at 9:00 am. This appointment was made for you by [redacted] to accommodate the concern that the next available service appointment was not for several days.
The next morning came and at about 9:30 am you arrived at the dealership with your vehicle and requested to speak with a [redacted]. The [redacted] that you spoke with was [redacted]. The question was asked to [redacted] as to why you were told that a vehicle you were interested in was sold and then later was offered for sale. [redacted] immediately began to explain that our process of sale includes a hold deposit and an approval process and that during this time frame the vehicle is not available for sale. During his explanation of the credit approval process and time frame associated with holding a vehicle, he was asked by you if he could focus on the issue that you had presented to him. To our understanding that issue was that you requested a vehicle and it was not available due to a deposit that was left by another customer with intent to purchase that vehicle. [redacted] once again started to explain the process and why you were told the vehicle was not available. At this t ime he was asked how this was relevant information once again. The attempt by [redacted] to answer your questions and address your concerns was made multiple times. After explaining the same thing multiple times and you getting irate did he state that there was nothing further to discuss and that the conversation was over. He then walked out of the conference room where this meeting was held.
Sincerely,
Rockland 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:

[Your Answer Here]
1) Sadly, NONE of my account of what occurred was either fabricated nor embellished.  It was neither false nor exaggerated.  My complaint has not been satisfactorily resolved.  Rockland Chrysler Jeep Dodge indicated that should I simply trade-in my vehicle.  That option requires an additional downpayment and possibly higher payments.  I doubt I will receive the same amount I originally paid for the truck.  How is that a solution?   Moreover, they indicated they would prefer I use another dealer for this proposed trade-in.  I would much rather ride my son's tricycle to work before I EVER purchase ANYTHING from Rockland Chrysler Jeep Dodge. 
2) Purchasing an alleged "Certified" pre-owned vehicle implies I am covered under their warranty. I asked to have my service transferred elsewhere so that I do not have interact with this dealer.  This was not addressed in their reply.  Further, to add insult to injury, my registration was holed up in their office for over 2 weeks.  I drove around with an expired temporary registration. I called their office and was told they could put in regular postal mail.  This would have taken an additional several days.  Because I did not want to further risk getting stopped by police for an expired registration, I had no choice but to pick it up in person "from one of the mangers."  This required me to have to actually interact with the very same [redacted]s I had this horrendous experience with.  It was the most uncomfortable, nerve-wrecking experience I've ever had to encounter.  I cannot trust this dealer.  If they held up my registration, to what lengths would they go if I have to get my car serviced?  
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

This issue has been satisfied, as we have issued a full refund to the customer. Proof of payment is attached to this response. If there are any discrepancies, please let us know.

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:

I feel that the business has given you false information.  Which seems to be there thing since I feel they have given me false information on my vehicle.  The person who responded to this complaint I have spoken to today and I again I had lies thrown at me.  I will bullet point a few things.  -I never contacted [redacted] on her private cell phone from my phone, my friend called her and I spoke to her from his phone.-I find it interesting how he called the sound a ticking/knocking sound but when I had previously spoken to him he told me that he would not call it a ticking sound because his tech called it a knocking sound and he stands buy his tech.  but when my mechanic called it a ticking sound he now is putting it in writing as ticking. -This is the first I am hearing of pictures, when they 1st told me I needed a new engine I asked for proof as to the problem and they never had any or said anything to me about pictures.  After speaking to him today and I asked to see the pictures he told me point blank NO!-He said that getting in touch with my extended warranty company was a laborious task, however [redacted] got a hold of them in 15-20 min.  That doesn't seem to laborious to me.  -He stated that there was metal in my engine, but when I asked where he took the sample from he had no answer and didn't have an idea.  I also asked him in previous conversations about them dropping my oil pan and he had said yes before, but when speaking to him today he said no they didn't.-He stated that I didn't purchase my extended warranty from the Chrysler dealership, however I did purchase it from a the Chrysler dealership when I bought my car.-He said that I did not have any records to send to my extended warranty company when in fact I did send those papers over.   So he has no idea what he is talking about.  That was a flat out lie, and misrepresentation. -I was never offered a "free Shuttle".  They never told me that was available.  On top of all of these things I have had 2 not so nice conversations with the [redacted].  I did get heated on my end, but that was only after I had been mislead and had someone try and turn things around on me and talk over me and not take anything I had to say seriously.  As a customer service person I believe that there job would be to calm down the customer and not try and argue and talk around them.  I do not believe they were being truthful with you and I stand by my claim to say that they are not an upstanding business.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[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:

 Once again I will speak to the falsification of information that was provided from the company.  My claim was never DENIED.  I was told that for a claim to be processed and reviewed I needed a tear down of my engine at my expense.  I chose not to do that so there for my extended warranty could not have denied the claim because there was no official claim processed.  I love how the [redacted] chose not to address all the other claims he made that were untrue in the last set of false information he provided.  I love how he states that they only share pictures when the diagnosis is done, however they never provided me with any information that pictures were taken.  How was I suppose to review those pictures at that time if they never told me they existed.  Once again I NEVER denied a shuttle because I NEVER knew they had a shuttle.  ( Although that is a mood point, bc I did not need one.)I am not angry with this company because of my extended warranty.  I am angry because I do not feel I had a proper diagnosis of my car and I will continue to say that over and over again.  Even after speaking with the [redacted] who likes to twist my words around and try to falsify the information given on my end I can not say that I am angry with anyone but the service department.  I will not accept his claims and his blaming of everyone else but his department.  When I asked what he would do if I had my own mechanic tear down my engine and if he found no repairs needed what he would do then, his response to me was " I will not entertain that!"  I will continue to fight this so that other people will not be duped by this company and have repairs that are not necessary on their vehicle.Thank you,[redacted]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: About two months ago, we went to lease a car from Rockland Chrysler and decided to lease a Jeep. The salesman, [redacted], verbally agreed to $1000 down and then $369 per month, inclusive of all taxes and fees. [redacted] and [redacted] (my parents) both relied upon this verbal agreement since neither had reading glasses with which to carefully read the contract (and because the contract is so convoluted that even now, after careful scrutiny, I, as a layman, cannot comprehend exactly what it is trying to say, and, of course, as with many car leasing agreements, the salesman is applying constant pressure and not even permitting for a proper and careful assessment). I, [redacted], was on the phone and part of the conversation the entire time and additionally followed up with my parents to confirm all of the details after the fact. [redacted] insisted at the time that we put down $1767.98. This was supposed to include first month’s lease payment. It additionally included $399 that was supposed to cover the registration fee. However, the registration fee is clearly less than this and we were verbally promised that the differential would be returned to us. Since then, we have been run around in circles by the salesmen at Rockland Chrysler who seem determined to not refund us the differential between the $399 we paid for the registration fee and the $62.50 that the registration fee cost (as confirmed on the registration statement that [redacted] received from the town of [redacted]), for a total refund owed of $336.50 We went to the dealership on Saturday, June [redacted] and spoke with [redacted] who works there (I believe he is some sort of manager level since he has a desk near the front and was wearing a suit). He assured us that the town would be paying us back the differential. We told him that it had been 2 months and we still had not received our reimbursement. He agreed to pursue the matter and get back to us that Monday. That Monday, June [redacted] called [redacted] and told him that the $399 was for taxes and that we would not be getting it back. I then called to pursue the matter. [redacted] spoke to me and said he had spoken with [redacted] and that the $399 was used to pay for a loaner car fee (I am uncertain if we are even entitled to loaner cars, but if we are, we certainly had not agreed to pay for such a service). These guys at Rockland Chrysler had taken our money and were trying to find a way to not give it back (but they couldn’t even keep their story straight). Matt told me that the owner’s son would be calling me the next day. The owner’s son (I believe his name is [redacted]?) did not call me, though I called him several times and was repeatedly told he was busy with other customers and could not speak with me. I did leave a voice message, and also firmly insisted he call me first thing the next morning. He has chosen to not do so, and I suspect that they hope that I will just give up and walk away. However, their behavior is egregious and an abuse of the customer. I am not letting this matter rest until it is fairly resolved. I am extremely displeased with Rockland Chrysler, located at [redacted]. My next steps are to work with Chrysler Corporation to broaden the scope of inquiry into this dealership's sales and business practices and to report this entity to the State Attorney General for deeper investigation.Desired Settlement: I am insisting upon the $336.50 that I am owed, which is the differential between the $399 charged and the $62.50 that the dealership actually had to pay to the town for the registration of the car.

Consumer

Response:

At this time, I have been contacted directly by Rockland Auto Plaza regarding complaint ID [redacted], however my complaint has NOT been resolved because:

We contacted them directly since they did not contact us. They are supposedly going to remove the "free loaner car" service for when the car needs to go in for maintenance. This seems ridiculous as we specifically asked not to receive this service in the first place because we have sufficient cars to not warrant such a service. What we were promised initially was a refund of the extra money above the 62.50 used for registration. This has clearly not taken place. At this point, the dealership claims to "not be able to do anything" beyond getting rid of this loaner car service. The truth is that they do not want to give up their extra profit and don't even have the courtesy of replying to Revdex.com.

Sincerely,

Business

Response:

In response to complaint ID # [redacted] :

At Rockland Chrysler Jeep Dodge, our primary goal is to provide an amicable environment where the customer

never feels threatened, and at the same time feels comfortable with any purchases they may make at our store.

We are the highest rated Chrysler dealership in New York for customer satisfaction ([redacted]). That being

said, we don't believe in "pressuring" any one of our customers to purchase or lease any vehicles from our dealership.

We are a fully compliant dealership that has no interest in pressure tactics.

In response to [redacted]'s complaint, I would like to confirm that [redacted] and [redacted] agreed to a $369 lease

payment and left with a $369 lease payment. When a lease is generated, there are inception fees that are due to the

lease as part of the agreement we have with each particular leasing institution that offers a lease program.

We collected a down payment from the customer of $1,767.98 which included the first month's payment and a fee of

$399 that included not only the cost of registration for the new vehicle, but also for the following fees due at inception

: NYS Inspection, NYS Tire Management Fee, Fuel Charge, and Documentation Fee. The reimbursement that is in question

is the difference between the $275 registration fee that we initially charged and the $62.25 that the registration fee actually

came out to when we billed out the above referenced deal. However, the customer was presented a number of different

options to buy additional coverages to protect the investment that they just made and the customers opted to take a Tire

& Wheel package that would give them Roadside Assistance and also cover any damaged incurred to their tires & rims

(under the terms of the agreement). [redacted] and [redacted] were completely aware of the coverages they opted

to take. Instead of receiving a reimbursement for their registration of $212.75, the customers agreed to and signed several

documents stating that they would like to take the Tire & Wheel coverage that was offered. Instead of an increase

of about $13 a month which is the typical increase in payment for such a product added to a lease, I, [redacted],

agreed to keep the customer at the same exact payment, even though we added a contract with a price

of $695, taking front"the profit of the deal in-order to accommodate the customer.

After [redacted] called our dealership to voice his concern with this matter about 2 months after the vehicle was delivered

(even though he was not a part of the transaction at any point in time) I called him to see how I could accommodate him and

his parents who leased their vehicle from us. After his threatening phone calls, which I responded to promptly, I told him that

I had no problem canceling the Tire & Wheel warranty that his parents chose to buy, reimbursing the customers the value of

the warranty. So, in reality, where the customer was looking for a reimbursement of$212.75, they will be getting a check sent

to US Bank (the leasing battle that they leased their vehicle through) of upwards of $600, since I sent the [redacted]'s

a cancellation form to sign and send back to me. We have gone above and beyond what we should have done in order to

accommodate [redacted] and his parents but he still seems to think that we are trying to steal money from his parents

and that clearly isn't the case. The customer gained a product for $695 and stayed at the same monthly

payment that he agreed to and is now getting a check sent to his bank for this lease that will take care of over $600 worth

of payments. In essence, we not only reimbursed the $212.75, the lease will also have an additional $482.25 applied to the

amount financed with US Bank, causing the dealership to take a loss.

Unfortunately it seems as if [redacted] does not fully understand how he is being accommodate so he is trying lo make a

bad name for this dealership, but our reputation is second to no other when it comes to Chrysler dealerships in the entire

state of New York. We are not here to make money off of registration costs. We are here to build lasting relationships with

our customers by doing the right thing by fair business practices, and we hope that our prompt response to this matter will

regain the trust of the [redacted] family.

Review: I brought my Chrysler Aspen in to the dealership. The engine light was on and I new I needed an oil change. I asked them to look at my engine light and change my oil. They called me and on Saturday morning and told me I was 4 quarts low in oil and I needed a new engine. To the tune of $8,300.00. At this point I directed them that I had an extended warranty. They then contacted the warranty company who said I need to authorize a tare down of the engine at my expense to diagnose the exact problem. After some questioning on my part and leaving my car there a few days I did not feel that they were being completely honest and I felt as though I was being taken. After the expense of renting a car and the dealership charging me $125.00 diagnostic fee I took my car out of there and brought it to a local mechanic. He proceeded to diagnose the car for free and told me all I needed was an oil change. After the oil change my engine let went off and my car has been running beautifully. I feel as though the company was very fraudulent in there diagnoses and tried to charge me thousands of dollars for no reason. I am out money for the rental car and diagnostic fee they charged. I believe that I am not the only person that has been duped by them. I am disgusted over the aggravation and worry they caused me for no reason. Not only did they try and steal from me, they also tried to steal from the warranty company. They have a god complex and try to instil fear into customers to make they pay for things they do not need. I really hope that you take action on them and there is some resolution.Desired Settlement: I would like a refund for my diagnostic fee and rental car. 2 things I should not have paid for out of pocket do to there fraudulent nature.

Business

Response:

The business has responded. Please see below:On April [redacted] contacted [redacted], one of my service advisors, on her personal phone instead of the dealership number. She was given this number by a friend of hers that was previously employed at Rockland CJD. [redacted] said she could get her in for an appointment on Saturday May [redacted] to diagnose the check engine light and perform an oil change, as per [redacted]’s request. Upon the initial diagnosis, my technician came to the advisor and explained the vehicle was 4 quarts low on oil and 8,000 miles over due for an oil change. He noted there was also a ticking / knocking noise coming from the engine and actually metal pieces in the oil (technician took pictures). Before going any further, the technician informed the advisor the vehicle may need a new engine. At that point, the advisor contacted the customer and explained the items that needed attention. We tried everything in our power to call her extended warranty company to get it covered. This was quite a laborious task, because it was an “off-brand” warranty company (not purchased through our dealership). One of the steps was to fax over the customer’s service history. This showed the last visit to our service department was 10/**/2013. [redacted] from her extended warranty company asked [redacted] to fax over her service history from the outside service center that she’d been taking her vehicle to. This would justify the huge gap without servicing her vehicle. She had no records to send. [redacted] was upset that the extended warranty company wouldn’t take care of a rental and wanted her to pay for the tear down fee (engine diagnosis). At around 11:00am on May [redacted] the customer knew if she didn’t want anything done there would still be a diagnostic fee of $115 no matter what. This was also confirmed when she spoke to [redacted] on her first phone call on April [redacted] and was okay with the diagnostic fee of $115.00 . She has since taken it to a local mechanic and they performed an oil change. Although this will quiet down the ticking / knocking noise and reset her check engine light, there still is an underlying issue. How severe that issue is cannot be determined because we were never given the opportunity to take the engine down and diagnose it further. We take pride in our workmanship and have Chrysler Certified technicians that take their job seriously. We’re sorry that [redacted] feels the way she does, but the $115 was our initial diagnostic fee that she already agreed to. Furthermore, we provide a free shuttle service. [redacted] opted to obtain a low-cost rental option, but at no point did we say we were going to pay her [redacted] bill. We do not provide free rentals, only a free shuttle service.

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:

I feel that the business has given you false information. Which seems to be there thing since I feel they have given me false information on my vehicle. The person who responded to this complaint I have spoken to today and I again I had lies thrown at me. I will bullet point a few things. -I never contacted [redacted] on her private cell phone from my phone, my friend called her and I spoke to her from his phone.-I find it interesting how he called the sound a ticking/knocking sound but when I had previously spoken to him he told me that he would not call it a ticking sound because his tech called it a knocking sound and he stands buy his tech. but when my mechanic called it a ticking sound he now is putting it in writing as ticking. -This is the first I am hearing of pictures, when they 1st told me I needed a new engine I asked for proof as to the problem and they never had any or said anything to me about pictures. After speaking to him today and I asked to see the pictures he told me point blank NO!-He said that getting in touch with my extended warranty company was a laborious task, however [redacted] got a hold of them in 15-20 min. That doesn't seem to laborious to me. -He stated that there was metal in my engine, but when I asked where he took the sample from he had no answer and didn't have an idea. I also asked him in previous conversations about them dropping my oil pan and he had said yes before, but when speaking to him today he said no they didn't.-He stated that I didn't purchase my extended warranty from the Chrysler dealership, however I did purchase it from a the Chrysler dealership when I bought my car.-He said that I did not have any records to send to my extended warranty company when in fact I did send those papers over. So he has no idea what he is talking about. That was a flat out lie, and misrepresentation. -I was never offered a "free Shuttle". They never told me that was available. On top of all of these things I have had 2 not so nice conversations with the [redacted]. I did get heated on my end, but that was only after I had been mislead and had someone try and turn things around on me and talk over me and not take anything I had to say seriously. As a customer service person I believe that there job would be to calm down the customer and not try and argue and talk around them. I do not believe they were being truthful with you and I stand by my claim to say that they are not an upstanding business.

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

Sincerely,

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:

Once again I will speak to the falsification of information that was provided from the company. My claim was never DENIED. I was told that for a claim to be processed and reviewed I needed a tear down of my engine at my expense. I chose not to do that so there for my extended warranty could not have denied the claim because there was no official claim processed. I love how the [redacted] chose not to address all the other claims he made that were untrue in the last set of false information he provided. I love how he states that they only share pictures when the diagnosis is done, however they never provided me with any information that pictures were taken. How was I suppose to review those pictures at that time if they never told me they existed. Once again I NEVER denied a shuttle because I NEVER knew they had a shuttle. ( Although that is a mood point, bc I did not need one.)I am not angry with this company because of my extended warranty. I am angry because I do not feel I had a proper diagnosis of my car and I will continue to say that over and over again. Even after speaking with the [redacted] who likes to twist my words around and try to falsify the information given on my end I can not say that I am angry with anyone but the service department. I will not accept his claims and his blaming of everyone else but his department. When I asked what he would do if I had my own mechanic tear down my engine and if he found no repairs needed what he would do then, his response to me was " I will not entertain that!" I will continue to fight this so that other people will not be duped by this company and have repairs that are not necessary on their vehicle.Thank you,[redacted]

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

Sincerely,

Business

Response:

The business has responded. Please see below:Unfortunately [redacted] wants to continue to argue about what our [redacted] has tried explaining to her about her vehicle. If she would like to return to our store so that we can try to come to terms that will work for both parties, we invite her to do so. We can argue about what has been said and what has/hasn’t been done regarding her vehicle, but the only thing that matters is coming to terms, and it seems as if that is not [redacted]’s intent. We never aim to lose a customer, but it seems as if there is nothing that can be done to rectify this situation and appease the customer. At this time, we have no further comment on this issue and would like the Revdex.com to close this claim.

Review: I have made multiple requests to be removed from Rockland Chrysler Jeep Dodge's email campaigns both directly to those sending the emails as well as by using the unsubscribe links at the bottom of their emails yet they continue to send me messages. This has been ongoing and they are not respecting my clear and concise requests to be removed from further contact.Desired Settlement: I would like to be removed from any email lists, placed on a Do Not Call list from the business and would like all communication from the business to cease.

Business

Response:

The business has responded. Please see below:We would like to apologize for any inconvenience we may have caused. Automotive email marketing can be tricky, because you may be receiving something that has our name on it but not sent by our company directly. There are third parties involved and also email marketing coming directly from [redacted] themselves on our behalf. I assure you that after your calls and “opt-out” we did take action on our part. Not only did we mark your client file as an “opt-out”, but we also removed your email completely. So, we actually don’t even have an email on file for you. We have gone a step further and contacted our email marketing company to confirm they have done the same. We have seamlessly done business with this company for a few years and have never experienced something like this before, but we have made them aware of this situation. It would be helpful if you can forward us a copy of the exact email that you are receiving so we can contact the company sending that specific email directly. Thank you for your patience and we look forward to a prompt resolution.

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 have attached the direct emails.

Sincerely,

Review: I have brought my 2011 Jeep Compass into the service department four times over the past year for the same issue and nothing has been resolved. Each time I explain that I have a strong mold odor coming from and around my sunroof. The smell is so strong that I need to keep my windows open if my sunroof protector is open and the only way I can keep the smell out while my windows are closed is if the sunroof protecter is closed. The first time I brought up the issue they said it "may" have been a dirty filter, however I knew that was not the case while the second and third time the water doctor assessed my car and found a leak in my passenger door and sunroof which they sealed and repaired. However, the mold smell has gotten worse and I explained to the service department and their [redacted] on the fourth time that I would like them to remove the ceiling of my car to see if there is any mold build up there. I explained to the service department and their [redacted] that I have [redacted] and allergies that have been significantly affected by this. On this final visit they did not investigate my ceiling, but only "pulled back a corner to see if they smelled anything" which they explained didn't. But, they did find moisture/water on the drivers side floor, however said it was due to my weather mats. (which I also do not think is the case) Again, nothing was resolved and the issue continues to be present.Desired Settlement: The lemon law of New York states that if the dealer is unable to fix the issue after four attempts the customer is entitled to a replacement vehicle or refund of my purchase. Because I have brought my car in 4 times and have had to pay out of pocket 2 out of 4 times, I would like a refund or replacement vehicle depending on what is offered to me. Due to [redacted] and [redacted] I do not think it is smart or healthy to continue driving in my vehicle.

Business

Response:

First and foremost, we sympathize with [redacted] and acknowledge the fact that she feels there is mold in her vehicle. In response to her concerns, we would like to outline the sequence of events that has taken place since she purchased her vehicle from our dealership. [redacted] originally brought to our attention that she had a moldy odor in her vehicle in March of 2014. At that time, it was determined that there was frost on the inside of her windshield and both side windows of her vehicle. The “Water Doctor” sealed the end caps, cleaned the drains of the vehicle, and resealed her sunroof to remedy the issue. The customer returned to the dealership in May of 2014 because the right front floor was wet after heavy rainfall. The dealership repaired the firewall seam and right front cowl seam that seemed to be leaking at that time. This repair was done under “good will” and there was no charge to the customer with the intention of customer retention and loyalty. The customer came in twice after this to get her oil changed (July 2014 and September 2014) reporting no problem with water leaks or a moldy smell in her vehicle. In March of 2015, the customer returned to the service department and spoke to the service [redacted] to complain that there was a musty smell in her vehicle. After an inspection of her vehicle, it was explained to [redacted] that she had three floor mats in her vehicle and that the musty smell that she was experiencing may have been from the dampness in between all of the sets of floor mats that were sitting on top of one another after a very wet winter. The rest of her vehicle showed no signs of leaks or dampness. The dealership then offered to vacuum the carpet of [redacted]’s Jeep in order to compensate for what she explained was a musty smell. We also recommended that she change her cabin filter, as this could be contributing to what she may have been smelling when she was in her car. She declined both recommendations, and stated that she didn’t want any more work done to her vehicle.We understand that [redacted] is upset because she thinks her sunroof is still leaking. After inspection of her vehicle, this is just not true. We have offered recommendations to help solve any issues she may be having, but she has disregarded our recommendations. We are more than willing to appraise [redacted]’s vehicle and potentially purchase her vehicle back from her. This will hopefully satisfy any concerns she may have about continuing to drive her Jeep Compass.

Review: bought a Chevrolet Camaro on 4-**-2015, the tag sale is $17,885.the salesman told me that he will take off $1000.00.,after talking with his boss he comes back with a price of 18,885.I question him about the different and he said that's what is in the computer.I said to him if the tag on the car say $17885 and you said $18,885, I asked him if that was fraud,and he said no.I went ahead and bought the car for $17885,because it was a good price.Desired Settlement: my understanding was that he was going to take $1000 off from the $17,885 instead he added it.

Business

Response:

The business has responded. Please see below:When [redacted] came to our dealership, he inquired about a pre-owned Chevy Camaro that we had on our pre-owned lot. The sale price of that vehicle had been reduced the day that [redacted] came in and met with one of our sales associates. It's common practice to reduce the sale price of aging inventory when marketing pre-owned vehicles. After browsing our inventory, [redacted] decided that he wanted this specific vehicle. When it came to discussing the sale price of the Camaro, our sales associate, [redacted], gave [redacted] the price that he had on his inventory listing page ($18885), unware that the price had been discounted that day. The customer then mentioned that he saw the reduced price of $17,885 on the clearance tag in the vehicle and [redacted] honored this price after verifying that the price had been reduced. The miscommunication in this instance was that [redacted] had offered to take $1,000 off of the sale price that he had listed o n his list which read $18,885, giving [redacted] a sale price of $17,885. The customer was happy with the sale price of his vehicle, and he left without any indication that he was upset with the deal that he received. He's actually even indicated in his complaint that he bought his vehicle at a "good price."

Review: I went in to purchase a 2012 Jeep Grand Cherokee. After gaining an approval for the car, I declined to move forward with the deal because the payments were too high. After a day or so, I decided to call back and take the car, except, I asked to get the car in the color of my choice. I found a comparable car in the color that I want so I provided what I thought was the stock # for my desired vehicle. Upon hearing from their [redacted] that a change in vin# may delay the deal or even void the deal, I asked them to let me know the status before closing on the loan. Further, since their was no photo on the website for the vehicle that I wanted, I told them not to finalize anything until I was able to view the actual car. To my surprise, a few hours later, I receive an email from my insurance company congratulating me on the purchase of my new vehicle. Problem #1. So I get to the dealer and ask to see the car. I immediately knew it was not the one I wanted. I alerted the salesman, and he insisted that this car matched the stock # he says I provided. I vehemently disagreed. He told me the car I wanted had already been sold. Problem #2. Before opting for the alternative. I was assured the car was "certified". This meant I was eligible for an extended warranty. BIG MISTAKE. Not even 7 hours later, I find a problem with the car. I head back to the dealer and am told it was a long weekend and they wouldn't get to my car for 4 days. This did not sit well with me. If the car was certified, how could the problem be missed? It happened immediately upon turning on the car. Moreover, while the dealer insisted the car was certified, the car fax report did not indicate such, as it did with every other "certified" car on the lot. I voiced my concerns to an [redacted], [redacted], who was arrogant, condescending, and disrespectful. At this point the shop is about to close. I was so frustrated at this point, I decided to go home and come back first thing in the morning to discuss the [redacted]er with an actual [redacted]. [redacted] was worst! After 20 minutes of listening to how he has been int he business for 30 years and how he did me a favor of getting me approved because I had bad credit, and how he was the [redacted] and he chooses who gets what car, because "as the [redacted]" that what "he gets to do", I interrupted his speech to redirect him to the issue I had in hand. He just refused to listen to me. I NEVER raised my voice or lost my temper….to my surprise, he catapults from his seat, lunges towards me pounding his hands on the desk, and shouts "I AM DONE"! he shuts off the lights in the office I am still sitting in and storms out! I was shocked that I couldn't even move for about 1 minute! What just happened! I was terrified, shocked, angry, mortified, and sad, all at the same moment!! His approach was disgusting, disrespectful, unprofessional, unmerited, and unwarrantedDesired Settlement: All I wanted was to be made whole. I never got the opportunity to voice my issues. I felt I was entitled to either a) get the car I originally chose (which was by the way, suddenly available), or b give back the car. I don't' trust that the car was truly certified. The warranty ends in January and I am afraid I have purchased a car with the potential for multiple problems.

Business

Response:

The business has responded. Please read below.

[redacted],

First off, we'd like to apologize that you felt your experience was anything less than perfect. Unfortunately, we have no way to predetermine the rate that any customer will be approved for on their auto loan before the bank decisions it. We ask the customer a few questions to determine the best possible scenario and automobile for their needs and situation.

In your specific situation we understand that the loan rate that you were approved for made the payments higher than expected and even a bit uncomfortable for you. We do come across many situations like this and always inform the customer of their options and try our best to work with them and their needs. At no point was it said that you the customer must complete the transaction, you always had to option to cancel the deal and receive a full refund of the deposit that was left. To be 100% clear this deposit is refundable in full until the point where final contracts are authorized by you the customer. The only other type of non-refundable deposit is if we had to buy another vehicle as per the customer's request.

When the approval was discussed with you by [redacted] it was requested by you that we attempt to gain an approval on a different vehicle with a specific stock # of [redacted]. This specific vehicle was new to our inventory and therefore did not yet have its photos posted online yet. Once this request was placed we did in fact get you approved on the vehicle of your choice. Upon arriving at our dealership a request was made to view yet a different vehicle which already had a deposit on it. Unfortunately, we are unable to hold multiple vehicles for a customer, we only place hold on the one vehicle that we have a full structured deal for. In your case that vehicle was the vehicle you took delivery of.

You have expressed concern that this vehicle was not listed as certified on the [redacted] Report. [redacted] is a 3rd party company and we cannot say how they retrieve their information because we are not affiliated with them. We have no control over the time frame that they update the vehicle history report, as we report the vehicles certified to Chrysler only. As of today, 9/**/14, the [redacted] report does list this vehicle as a Certified Pre-Owned vehicle.

Chrysler's certification guarantees that each vehicle must pass a stringent certification process that guarantees only the finest late model vehicles get certified. Every vehicle that passes is then subjected to a comprehensive 125-point inspection and a thorough reconditioning process using Authentic Mopar Parts. For even more peace of mind, these vehicles are sold with a factory-backed 7 year/100,000-Mile Powertrain Limited Warranty, 3 month/3,000-Mile Maximum Care Coverage, 24 Hour Towing and Roadside Assistance, Car Rental allowance, [redacted] Vehicle History Report and an introductory 3-month subscription to [redacted]. This certification is 100% included with the vehicle that you purchased. The certification checklist for this vehicle was provided to you at the time of purchase, along with all of the coverages and protection plans that are included in Chrysler’s certification.

Following your delivery process being completed and you leaving the dealership satisfied and pleased with your experience a small problem arose with the Certified Jeep Grand Cherokee that you had just purchased. It is understood by our dealership that this is frustrating as it is a new vehicle to you and it raises concern. At this time you chose to come into the dealership and voice your concern about the minor electrical issue that had arose with your vehicle. When arriving at the dealership, you spoke with our [redacted], (perhaps you were mistaken and thought his name was [redacted]). Either yourself or your husband stated to [redacted] that you were not comfortable with this vehicle as it had “Major Electrical Issues”. At this time [redacted] asked how it could be determined that the vehicle had such issues, being that this determination was made by someone who was not a Certified Automotive Technician. Furthermore, the vehicl e had not yet been diagnosed or looked at by our service department. Before leaving the dealership that night a call was placed to our service [redacted], who agreed to service this vehicle the next morning at 9:00 am. This appointment was made for you by [redacted] to accommodate the concern that the next available service appointment was not for several days.

The next morning came and at about 9:30 am you arrived at the dealership with your vehicle and requested to speak with a senior [redacted]. The [redacted] that you spoke with was [redacted]. The question was asked to [redacted] as to why you were told that a vehicle you were interested in was sold and then later was offered for sale. [redacted] immediately began to explain that our process of sale includes a hold deposit and an approval process and that during this time frame the vehicle is not available for sale. During his explanation of the credit approval process and time frame associated with holding a vehicle, he was asked by you if he could focus on the issue that you had presented to him. To our understanding that issue was that you requested a vehicle and it was not available due to a deposit that was left by another customer with intent to purchase that vehicle. [redacted] once again started to explain the process and why you were told the vehicle was not available. At this time he was asked how this was relevant information once again. The attempt by [redacted] to answer your questions and address your concerns was made multiple times. After explaining the same thing multiple times and you getting irate did he state that there was nothing further to discuss and that the conversation was over. He then walked out of the conference room where this meeting was held.

Sincerely,

Rockland Chrysler Jeep Dodge

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:

Since I was NEVER given the opportunity to discuss my issues

with [redacted], [redacted], I will take this opportunity to do so:

I came in on Wednesday, August [redacted] 2014 at 6:00

pm and met with [redacted]. I viewed

stock# [redacted], a sliver 2012 Jeep Grand Cherokee. He takes me for a test-ride. I drive it, I tell him I like it, and he runs

the numbers based on the rate I received previously from the Paramus Jeep

dealer, which was 9%. He asks me to rate

my credit score on a scale of 1-10, I say “6ish”. I tell him my credit was “challenged”. He says, “its probably better than you

think.” No complaints – everything still

going smoothly. He conducts the “skit”

of a typical car sales deal…he writes down a number, I counter that number,

etc. Still no problem. He comes back with payments of $465. I say,

“great” I’ll take it. Smooth…no

problems. I leave a $1000 deposit.

Thursday comes and goes. I leave 2

messages for [redacted]…I finally learn he is off on Thursday. Also on Thursday, I check my credit

monitoring agency (which by the way, provides real time updates on any “hits”

to my credit report, following the [redacted] fiasco)…no inquiries on my credit

report. Friday comes and goes, I leave 2

messages for [redacted], no response and no inquiries on my credit report. Finally, on Saturday morning, I receive

indications from my credit monitoring agencies stating there have been

inquiries to my report. Ok, so they’re

finally running my credit report. I

receive a call from Business [redacted], [redacted], later that

Saturday. He says he’s finding it

challenging to get me approved, but will call as soon as he hears something. Sunday rolls around and still nothing. I call the dealer to follow up and I get

referred to [redacted], who was attentive and followed through on calling when

he said he would. He tells me he gets an

approval for a 13.9% interest rate. I

immediately tell him that number is unrealistic for me. There is no way I can afford those

payments. I tell him I want a refund on

my deposit. He says only the owner can

issue the deposit and he is not in. [redacted]

says call Monday. Just to be sure my

refund gets processed, I also email [redacted] to reiterate that I

cannot afford the new rate and that he should issue my refund. I follow the

email up with a call to him on Monday morning…Still no problems to report. I then call [redacted] at 10:15 a.m., after

thinking further of the deal, and tell him that I have changed my mind. I tell him that I’m going to go for the car,

but, if I’m going to pay so much for a

truck, I might as well get the color

that I really want. I look through the

RCJD website and find stock# [redacted]. I

tell him to please find out if he can get me that car for the same price of the

silver jeep I originally drove. He tells

me he will “call me right back.” [redacted]

calls me at 6:15 pm that day, after I leave him several messages. He leaves me a voicemail message

indicating he only works until 6pm, but

stayed later to “get you this deal”. I

call him right back and I say “awesome!”

He asks when would I like to pick up the car, I say “as soon as

possible”. He tells me that [redacted] or [redacted]

[redacted] will call me in the morning to finalize the paperwork, since he was off

on Tuesdays. I call Tuesday. I speak to [redacted]. I tell him to kindly confirm

with the bank that I can still get the loan, because I did not want to waste my

time going to dealer to find out that the deal fell through, however,

he should not finalize a thing because I have not seen the car. The website described the car, but it did not

have a photo of the car. I told him I

did not want to finalize a thing, “sight unseen”. He says he completely understands. Here’s where things start to go awry. Around noon time, I receive an email from my

insurance company congratulating me on my new car. “My new car?!” Surprisingly, I’m still not even upset at

this moment. Not only did the dealership

process the loan, they went as far as changing my car with my insurance

company….still, I’m not upset. I call

[redacted] and he tells me “don’t worry, its procedure”. I get to the dealer, spend an hour or so

waiting for [redacted] to finish up with a customer. [redacted] takes me to my new car, which is

prepped for pick up, including registration and inspection stickers. I get in the car an immediately tell [redacted] it's the wrong car. The car I wanted had leather seats and

Bluetooth, this car had fabric seats. I

pleasantly ask [redacted] to check on the

other car. He says no need, because the

car was not available, it “was delivered” – VERBATIM. I’m disappointed, but not angry. I think to myself, if it’s sold, then there’s

nothing I can do about it. So based on

the fact that the car I really wanted is sold, go ahead and sign the paperwork.

As [redacted] walks me to my new car, I ask about the Bluetooth. [redacted] says there is

no Bluetooth. I laugh, thinking he was

joking. He says, “no, really, there is

no Bluetooth”. I’m taken aback, but I already

signed on the dotted line, so what can I do?

I drive home and notice the A/C is blowing out hot air. I call [redacted] first thing in the morning. He says come in and he’ll check it out. When I arrive, we go to service, and the

service [redacted] says he won’t be able to get to it until the following Tuesday

because of the holiday. After a long day

at work, I had no energy to debate the service date. I go home, I come back the

next day. Upon further reflection, I

decide that it must be a sign that perhaps, I should really return the car. ..

I didn't get the car I really wanted and now I have to bring it in for service

the very next day. I go to the dealer

with my husband. We choose to speak with

a [redacted] to try and get a resolution.

[redacted] comes over. By

this time, the shop had already closed. Clearly,

he appeared bothered. He approaches me,

sighs, then asks what is the problem. We

discuss the a/c issue and He and my husband get into a debate about whether or

not the issue with the truck is electrical. [redacted] says its not an

electrical issue, my husband says it is.

[redacted] becomes condescending and argumentative. I start getting very annoyed. I had been a model customer. I was patient and respectful, but [redacted]

pushed buttons! I am an articulate,

educated woman, but he began to cross the line.

I absolutely debated with [redacted].

Up until this point, I was pleasant and never complained. I was taken aback by his tone and approach. I told him I refused to speak with someone

who was clearly not interested in anything I had to say. I ask to speak with his superior, he says the

[redacted]’s name is [redacted]. I don’t

immediately speak to [redacted]. [redacted]

redeems himself by getting the service department to take in my car the next

day, so I go home. I start to think

everything over and I decide I want to speak to the [redacted] I come in the next day, first thing in the

morning and request to meet with the [redacted]. Less than 15 minutes later, [redacted]

[redacted] and [redacted] take me into the conference room. I tell [redacted] that I’d like to start from the

beginning to ensure all the pieces of the puzzle are put together. He’s attentive. He then begins to provide me with a play by

play lesson on sales at RCJD. He says he

could not hold multiple cars for customers.

I tell him I didn’t not hold a car, the dealer did. He says I did. He then proceeds to educate me on the way

financing works at the dealership. He

says that when a customer completes a finance application, the

financial guys “push send” when submitting loan documents and that they have no

control over immediate approvals. He

continues. I try to interject so as not

to get off topic. I am the customer who

is trying to be made whole at this point.

I tell him that we are veering off the topic. I tell him that I have not had the opportunity

to tell him what my issues were.

I NEVER EVER

BECAME IRRATE. I NEVER EVER RAISED MY VOICE. NOT ONCE WAS I DISRESPECTFUL IN

ANY WAY SHAPE OR FORM. He assumed my

only was how the financing was handled. That was only a part of it. He assumed my issue was that [redacted] lied…it

wasn’t. I don’t think [redacted] lied. I do believe he didn’t want to put in the

additional work to change cars. Those were just a couple of the issues.

I wanted to be made whole.

I wanted the option to get the car that I really wanted, since it

suddenly became available and not delivered as [redacted] indicated and if the car

was not available, then I wanted a refund.

I was still in the 48-hour period where I could have returned the car,

according to RCJD’s return policy….no questions asked! But I was not given that opportunity. The part that was left out the dealership’s

response to my complaint, was that as I trying to tell [redacted] that he hasn’t

allowed me to get to my point, [redacted] leaps out of his chair and in a very combative, intimidating tone, slams

his hands on the desk, shouts “I’M DONE!!!!” storms out of the room as he shuts

off the lights as I sat there dumbfounded

and in shock, with my husband.

Even [redacted] appeared shocked by what happened!

I have never in my life been treated so

disrespectfully. I still tremble with

fear, anger, and dismay, at how I was treated.

It was intimidating, unwarranted, and unprofessional. I was mortified, embarrassed, frightened, and

shocked. Again, I wish to be made whole. I wish to have an apology from [redacted] for his inappropriate behavior. I wish to have the car I thought I was getting or I want the ability to get my money back.

I immediately filed complaints Chrysler’s corporate office

and the Revdex.com. I also

attempted to file a police report because I was terrified of having to return

to the business to retrieve my car from the service department. I was terrified of running into [redacted]

[redacted]. This is EXACTLY what

occurred.

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

Sincerely,

Business

Response:

This complaint has been addressed already. [redacted] does have the option to trade that vehicle in and purchase a different vehicle. At this point, however, we'd prefer she did that at another dealership, because of the false statements being made about this dealership. Also, to clarify, she was beyond the 48 hour window by the time she decided she didn't want that vehicle any longer. Please see our previous response to her complaint:

[redacted],

First off, we'd like to apologize that you felt your experience was anything less than perfect. Unfortunately, we have no way to predetermine the rate that any customer will be approved for on their auto loan before the bank decisions it. We ask the customer a few questions to determine the best possible scenario and automobile for their needs and situation.

In your specific situation we understand that the loan rate that you were approved for made the payments higher than expected and even a bit uncomfortable for you. We do come across many situations like this and always inform the customer of their options and try our best to work with them and their needs. At no point was it said that you the customer must complete the transaction, you always had to option to cancel the deal and receive a full refund of the deposit that was left. To be 100% clear this deposit is refundable in full until the point where final contracts are authorized by you the customer. The only other type of non-refundable deposit is if we had to buy another vehicle as per the customer's request.

When the approval was discussed with you by [redacted] it was requested by you that we attempt to gain an approval on a different vehicle with a specific stock # of C160500. This specific vehicle was new to our inventory and therefore did not yet have its photos posted online yet. Once this request was placed we did in fact get you approved on the vehicle of your choice. Upon arriving at our dealership a request was made to view yet a different vehicle which already had a deposit on it. Unfortunately, we are unable to hold multiple vehicles for a customer, we only place hold on the one vehicle that we have a full structured deal for. In your case that vehicle was the vehicle you took delivery of.

You have expressed concern that this vehicle was not listed as certified on the [redacted] Report. [redacted] is a 3rd party company and we cannot say how they retrieve their information because we are not affiliated with them. We have no control over the time frame that they update the vehicle history report, as we report the vehicles certified to Chrysler only. As of today, 9/**/14, the [redacted] report does list this vehicle as a Certified Pre-Owned vehicle.

Chrysler's certification guarantees that each vehicle must pass a stringent certification process that guarantees only the finest late model vehicles get certified. Every vehicle that passes is then subjected to a comprehensive 125-point inspection and a thorough reconditioning process using Authentic Mopar Parts. For even more peace of mind, these vehicles are sold with a factory-backed 7 year/100,000-Mile Powertrain Limited Warranty, 3 month/3,000-Mile Maximum Care Coverage, 24 Hour Towing and Roadside Assistance, Car Rental allowance, [redacted] Vehicle History Report and an introductory 3-month subscription to [redacted]. This certification is 100% included with the vehicle that you purchased. The certification checklist for this vehicle was provided to you at the time of purchase, along with all of the coverages and protection plans that are included in Chrysler’s certification.

Following your delivery process being completed and you leaving the dealership satisfied and pleased with your experience a small problem arose with the Certified Jeep Grand Cherokee that you had just purchased. It is understood by our dealership that this is frustrating as it is a new vehicle to you and it raises concern. At this time you chose to come into the dealership and voice your concern about the minor electrical issue that had arose with your vehicle. When arriving at the dealership, you spoke with our [redacted], (perhaps you were mistaken and thought his name was [redacted]). Either yourself or your husband stated to [redacted] that you were not comfortable with this vehicle as it had “Major Electrical Issues”. At this time [redacted] asked how it could be determined that the vehicle had such issues, being that this determination was made by someone who was not a Certified Automotive Technician. Furthermore, the vehicle had no t yet been diagnosed or looked at by our service department. Before leaving the dealership that night a call was placed to our [redacted], who agreed to service this vehicle the next morning at 9:00 am. This appointment was made for you by [redacted] to accommodate the concern that the next available service appointment was not for several days.

The next morning came and at about 9:30 am you arrived at the dealership with your vehicle and requested to speak with a [redacted]. The [redacted] that you spoke with was [redacted]. The question was asked to [redacted] as to why you were told that a vehicle you were interested in was sold and then later was offered for sale. [redacted] immediately began to explain that our process of sale includes a hold deposit and an approval process and that during this time frame the vehicle is not available for sale. During his explanation of the credit approval process and time frame associated with holding a vehicle, he was asked by you if he could focus on the issue that you had presented to him. To our understanding that issue was that you requested a vehicle and it was not available due to a deposit that was left by another customer with intent to purchase that vehicle. [redacted] once again started to explain the process and why you were told the vehicle was not available. At this t ime he was asked how this was relevant information once again. The attempt by [redacted] to answer your questions and address your concerns was made multiple times. After explaining the same thing multiple times and you getting irate did he state that there was nothing further to discuss and that the conversation was over. He then walked out of the conference room where this meeting was held.

Sincerely,

Rockland Chrysler Jeep Dodge

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]

1) Sadly, NONE of my account of what occurred was either fabricated nor embellished. It was neither false nor exaggerated. My complaint has not been satisfactorily resolved. Rockland Chrysler Jeep Dodge indicated that should I simply trade-in my vehicle. That option requires an additional downpayment and possibly higher payments. I doubt I will receive the same amount I originally paid for the truck. How is that a solution? Moreover, they indicated they would prefer I use another dealer for this proposed trade-in. I would much rather ride my son's tricycle to work before I EVER purchase ANYTHING from Rockland Chrysler Jeep Dodge.

2) Purchasing an alleged "Certified" pre-owned vehicle implies I am covered under their warranty. I asked to have my service transferred elsewhere so that I do not have interact with this dealer. This was not addressed in their reply. Further, to add insult to injury, my registration was holed up in their office for over 2 weeks. I drove around with an expired temporary registration. I called their office and was told they could put in regular postal mail. This would have taken an additional several days. Because I did not want to further risk getting stopped by police for an expired registration, I had no choice but to pick it up in person "from one of the mangers." This required me to have to actually interact with the very same [redacted]s I had this horrendous experience with. It was the most uncomfortable, nerve-wrecking experience I've ever had to encounter. I cannot trust this dealer. If they held up my registration, to what lengths would they go if I have to get my car serviced?

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

Sincerely,