ComplaintsforOttawa Chrysler Jeep Dodge Inc.

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 24 2023, I put a $1500 deposit on a 2022 Ram. On the 29th, I arrive to the dealership to pick up my ram and drop off the 2023 Palisade that they bought from me. I sign the buyout papers for my palisade and I sign the sales documents for my ram. The only paperwork provided to me is the vehicle sale of the ram and the wheel and tire protection. None of the buyout documents were provided to me nor a vehicle registration for the ram. I ask *** (who is still new there and since has quit because "he didn't feel comfortable working there" He mentioned in person when I asked him about the registration that it will come by mail in a few weeks up to 1 month. (I've bought brand new vehicles before and never heard of this) In the email, he says he sent someone to go to register the vehicle in Quebec before I come pick it up, but cannot provide me with a registration? Doesn't make sense. A few days later, a payment from ******* comes out of my account even though they had officially taken/bought the vehicle from me. A payment for the ram comes out - no problem. A few days later, a payment for the Palisade comes out again... (I can't afford to make two car payments at over $400 bi-weekly) so my account goes into a negative (overdraft and I get charged a fee) I call *** the person who I signed the documents with he says he quit and doesn't work there anymore. I reached out to **** ******* a sales manager to help me resolve the issue but he just kept saying talk to ******* they owe you the money. I reach out to ******* (this is now over 5 hours of wasted time by calling and emailing whoever I can to get info) ******* says, a payment of $422 has been refunded give it a few days. I said what about the other payment? They said an Ottawa Dodge representative came by (15 days later) with a cheque to pay for the vehicle and that Ottawa Dodge owes me the $422. I still have no registration and missing $422

  Business response

  08/08/2023

  ***** we have tried to explain this to you a few times. We paid out ******* the exact amount that was owing on the same day we completed the deal. Even if ******* received the payment 15 days later we still gave the same amount meaning now the lien is over paid and ******* owes you the refund. I have sent you a copy of the cheque that was send. As for Quebec MTO you need to get in contact with them requarding when the plates will land. Quebec MTO has changed the process and will give only the ownership and a printed license plate to attach to the back window until the tin plate lands. On our part (Ottawa St Laurent Jeep and Ram) we have fulfilled our duties and proplerly licensed the  vehicle. We do apologize when dealing with third parties it and can be frustrating.

  **** ******* 

  ***** ******* 

   

• Initial Complaint

  17/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 17th We had a recall on our Jeep Cherokee 2014 limited model so we called our closest dealership which in this case was the Vanier Location to book an appointment for the recall. During this time they told us we had 3 recalls, 1 of them they couldnt do right away and 2 of them they could set up appointment, So we made one for july 17th at 9:30am. I dropped off Jeep around that time and asked ****** who I was dealing with how long it would take and he said about 1-1.5 hours. We received an email stating they need approval on a service (which in this case was an oil change for the recall) around 1PM. I called back several times and finally reached them around 2pm. He asked me for approval to get an Oil change which I asked a bunch of questions like (why do I need it for a software update, my oil was already changed 4 weeks ago, why didnt anyone tell us that we needed an oil change prior to this appoinment) I asked him what exact are they doing the Jeep for recall and he said he would call back to let me know. ****** never called back so I called him back about an hour later and He said car should be ready to pick up. My wife ******** showed up to pick up the Jeep and they said I approved of an oil change and tried to charge us 130 dollars) they basically held her hostage there TELLING her that I approved of this oil change! She was on speaker phone with me while I was talking to ****** and I NEVER ONCE approved of it. First of all why are they telling us last minute half way through the day of a recall that I need an oil change done? this is not how to run a business and its very bad business practice. Terrible service. she talked them down to 80 dollars just so she could leave as it was very uncomfortable for her. This company cant be doing this. its wrong what they are doing. 1st thing doing an Oil change that customer DID NOT APPROVE. 2nd thing not telling us that an oil change needed to be done prior to the appointment ( could have done oil change myself)

  Business response

  18/07/2023

  Good Morning, I first want to apologize for the confusion and poor communication, I will have ***** reach out to you today to arrange a refund for the charges, he will also setup a credit for you for a complimentary oil change for this vehicle, that I hope you will take advantage of in the future.

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ottawa jeep and Ram did not follow the contract of our trade vehicle. In the contact the sales man hand wrote that the lights needed to be swapped from our old truck to the new one. We verbally spoke about what we wanted as well. If the lights could not be swapped, they would just give us our LED lights on our old truck and we would give them the headlights that were originally on the truck. However the sales man ended up on medical and was not working for a little bit. No one followed up on our headlights while the sales man was gone. We called, left messages and personally went in the shop in person. No one could answer our question about our headlights. They sold our old truck before we could get our headlights. We personally paid for these lights from our own pockets. The sales man is saying they can’t get ahold of the person who bought our truck to get our lights back. I almost want to mention our truck was broken into while it was in the shop for repairs. This was before we signed any contract to trade our vehicle. There was no report done with this matter or explanation. The service department said it was not their fault or could they couldn’t do anything about the matter. There was no apology whatsoever. They only spoke to me about this when I went into the shop to ask what had happened. We did not know our vehicle was broken into. We just thought maybe the mechanics had to get to something when they threw all our belongings on the ground. We were in shock and we had never experienced anything like that. So our minds did not go towards “someone broke in our vehicle”. We also found some kind of clear tube in a cigarette box. We don’t smoke so it did not belong to us.

  Business response

  11/07/2023

  Customer originally wanted to swap her aftermarket LED headlights from her trade-in vehicle to her new vehicle.

  Once the vehicles made it to service prior to delivery, service refused to swap the LED lights due to aftermarket wiring issues which could lead to electrical issues and possibly void the manufacturers warranty.

  Upon delivery we explained to the customer why the aftermarket lights had not been swapped and the risks of doing so. Nothing more was mentioned about the lights from that point on. 5-6 months later, the customer comes back asking for their LED lights. We explained that nothing had been discussed/she had never requested removing her LED lights prior to reselling her trade. She then said she had her original headlights and wanted to swap them out. Point being nothing was ever discussed, she never asked upon delivery, nothing was ever written or promised. We even went as far as to contact the client that had since purchased her trade to see if he would be okay to swap back to factory headlights.

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