Complaints

• Initial Complaint

  09/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 2024-09-01 I instructed LC CDJR to cancel my extended service plan for my **** ******** *** ******* that I had purchased new on 2024-05-28. On 2024-09-18 I was informed by ***/********** that the dealership had not submitted the correct paperwork to cancel the extended service plan. I need LC CDJR to cancel the extended service plan effective 2024-09-01. I am unable to reach anyone at LC CDJR to have this completed without delay.

  

  Business response

  10/29/2024

  He is removing the issue after speaking, and will update the complaint through his side, customer stated. Issue is resolved

  Customer response

  10/29/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,

  *********** ********

   

• Initial Complaint

  07/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a **** **** **** on 03/11/2023 from Lake City Chrysler, Jeep, and Dodge. The vehicle came equipped with oversized tires, a suspension-leveling lift kit, and a goose-neck trailer receiver mounted in the bed. I also purchased a power train extended warranty as well as the dealer providing an unlimited mileage power train warranty, which is offered on all new and used vehicles. In February 2024, the transmission started to slip and bang erratically into gear. I contacted the dealership and spoke to ****** in the service department; He recommended that I visit a **** dealership instead of their dealership because they do not have the proper tools to diagnose the problem. Upon that, the **** dealership said that the transmission was bad and needs replacing, not rebuilt. **** ******** **** in ***** and ********* submitted the claim to the extended warranty company; however, it was denied due to the oversized tires and goose neck receiver in the bed. I explained that this is how the vehicle was purchased to no avail. Upon visiting with ******* the manager at LCD, he agreed that ***** (finance manager) had drawn up the contract incorrectly and that they have been fixing all of his mistakes since he was FIRED. LCD offered to buy back the warranty policy for the amount that I had paid. On top of that, an additional, identical amount meeting that price dollar for dollar was to be added as compensation-- this was the verbal agreement at the dealership when I visited with *******; however, as of today 07/03/2024, they are now dragging their feet and saying that they will only buy back the warranty itself. I have not received a resolution to this matter. I now have no vehicle, the **** dealership has not been paid, and I have not received any compensation at all for my troubles and inconvenience.

  

  Business response

  07/24/2024

  We will be issuing the $2,500.00 refund for the service contract; I will be mailing the check to the address we have on file.

   

  If any addresses changes have occurred please reach out to me at ************************** 

  Customer response

  07/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,

  ********* ******

   

• Initial Complaint

  05/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a 2021 Dodge Durango in February 2023. Paid off vehicle 30 August 2023. Requested a refund for the prorated amount left on my gap insurance through the finance company. Inquired a month later and they had not heard anything back from the dealership who has to cancel and refund the money. Waited until November, called the gap warranty company and was told they have contacted the dealership again and waiting for them to initiate the refund. Initiated another gap insurance cancelation online through Tru Warranty and submitted required paperwork online. Waited until January, called ************ again and was told they are still waiting on the dealership and would contact them again. Called again in March 2024, told the same thing. Called the dealership to file a complaint with the finance manager and was told that he was finally canceling the policy and I would receive a refund within 2 weeks. On 22 May I contacted Tru warranty again, was informed the policy was finally canceled on 28 March 2024 but I still had not received the refund. Contacted the finance manager again on 22 May, the new finance manager couldn't be bothered with me and directed me to call *********************** at their corporate office. Called and left a message. It is now 29 May 2024 and still no response from ***********************, anyone at their corporate office, or the dealership. Also, still no refund that I have been waiting on for 9 months, since 30 August 2023. This dealership is quick to take your money but not so quick to return what is owed. Stay away from them. Their service department isn't much better but that's another story.

  Since my initial conplaint is not shown, this is conplaint number 2. Bought a 2021 Dodge Durango from thus dealership in February 2023. Paid the vehicle off 30 August 2023 and requested a cancelation of my Gap policy and refund of balance. Long story short, after numerous times of calling and requesting my refund since then, 10 months later I still have not received my refund. Talked to the new General Manager around 30 May 2024 who assured me my check would be in the mail the next day. Also talked to their corporate finance department on 1 June 2024, who also assured me my check was being mailed to me. It's is now 11 June 2024 and still no refund after waiting 10 months. Thus dealership is quick to take your money, but not so quick to return what is owed to you. If I owed them money I'm sure I would be paying late fees, was not offered any additional reimbursement other than what us owed to me.

  

  Business response

  06/12/2024

  The check was sent to this customer on 6/1

   

  ***************************
  General Leader
  ********* CDJR 
  

  
  

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a vehicle 12/26/23 along with extended warranties. I contacted the dealership 1/15/24 to cancel the extended warranties. After some negotiation some warranties were canceled, it took until 3/2/24 to get the refund for those. After attempting to use the warranty at my preferred service dealership, I decided to cancel the remaining warranty. Cancelation paperwork was completed 2/26/24 and per the extended warranty company, a refund should have been received within 6 weeks. As of 5/20/24 no refund has been received by myself or the credit union holding the loan.

  

  Business response

  06/04/2024

  Good morning ******,

  This is ******************************* the new General Manager at Lake City Chrysler Dodge Jeep Ram. 

  I have ensured the process of your refund and will update you here with additional information within the day, I am sorry for the delay and assure you I will get this issue fixed. 

  Customer response

  06/04/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, as long as it is followed through with.

  Regards,

  ***********************

   

  Customer response

  06/11/2024

  Never got a follow up as stated in business response, have not received a refund either.

  

  Business response

  06/11/2024

  Good evening, the remainders of your products were cancelled on June 1st and a check issued 6/3 and mailed via US postal service. It typically takes 1-2 weeks for delivery. 

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We test drive a 2018 Chrysler Pacifica and discovered the ** didn't work, the salesman said they would take care of it, we got the same answer from the finance manager. After many calls and being told they would call back they didn't. Our warranty won't cover it because it's pretty existing. The dealership said they would give us a deal on getting it fixed. That is not what we were told. We want them to fix it like they said they would.

  

  Business response

  03/25/2024

  After reviewing this deal we have a signed we owe that the customer signed that does not show that we are repairing anything on this vehicle. The customer did purchase a service contract at the time of sale however they purchased a power train warranty which would not cover this type of repair. We would take care of this for the customer at our cost if they are interested however we will not be repairing this vehicle for free.

• Initial Complaint

  10/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We put a deposit on a used 2016 ram **** fully loaded laramie with only 16k miles and agreed to buy the vehicle after the recalls were repaired after waiting months for the recalls to be fixed and checking with them weekly and biweekly they turned and sold the vehicle to someone else

  

  Business response

  10/09/2023

  i talked with the customer and explained to the customer why we were unable to sell her the vehicle due to recalls from Ram. I informed her that we are getting her a check for the $1000.00 she put down for the purchase but the vehicle had to be wholesaled. i told her that if we could find another vehicle i would give her a great deal moving forward. 

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my 2018 ***** Traverse from Lake City Dodge March 30, 2023. When I purchased this vehicle, I purchased coverage through tru warranty. I decided in June I wanted to cancel the coverage. Tru warrantys website told me how to cancel and to give it a few weeks. I cancelled via their website and waited. A month went by and I called the dealership because it seemed I cancelled it wrong. The dealership told me to call their corporate office to cancel. I called 4 times but no response. I called the dealership again and got someone to help me cancel the coverage. The dealership told me to follow up with Tru warranty about my refund since it just come directly to me because I refinanced my car since I bought it. So I did but they wouldnt respond to me either until the first week of August I got someone on the phone and they confirmed a check was issued to the dealership on July 6th and was cashed July 13th. I followed up with the dealership multiple times until August 11th I finally got an answer that my check would be issued out same day and to allow 2 weeks. I waited the full 2 weeks and still no money. Ive called the dealership multiple times but it seems nobody knows where the money is nor what theyre going to do about it. I cant get anyone to help me. The dealership has had my money for over a month. Im owed my money and more at this point. Im owed a lot from them for all of the stress they have put me through. The only solution to this problem is my money needs to be overnighted along with interest the company incurred from the time they received a check. If my request is not met, I will be hiring an attorney to ****

  

  Business response

  10/11/2023

  I have called and left messages, just left another one and she has not replied.  I have also emailed with no response.  

  I am assuming she got the refund and just dropped this.

   

  *********************

  ************

• Initial Complaint

  02/15/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Transaction Date: 1/14/2023 Downpayment: $11,000 Business committed to provide bottom line price of $34,500 Price discrepancy/ deceptive sales tactic dispute The business allegedly removed optional fees, however did not follow through with bottom line pricing Dealership agreed to finance price of $34,500 at sales desk, however claimed there was a "discrepancy" prior to taking my family and I into the financial managers office where we signed similar paperwork for a $43,563.61 loan. The financial manager had the screen zoomed in on the signature areas. He never reviewed the financing numbers nor did he mention our bottom line number changed by $10,000. We found out about the change vial mail from credit union. When asked where the $10,000 charges came from, the sales manager and the financial manager could not explain. Allegedly they removed the optional dealership fees, however financial manager was reluctant to sign "preview" pages. The financial manager claims to have taken care of everything electronically even though we were asked to drive over an hour to the dealership to sign required paperwork to remove the fees.

  

  Business response

  05/12/2023

  In the incident you are referencing, ************* ***** and ********* ***** as I recall, the Floor closer from the event sale presented a change from the original pencil with the option to go to 84 months and Mr. ***** opted to put an additional $1,000 down to reduce the payment. My assumption in interacting with the customer in his original meet and greet was he had a monthly objective and was refinancing, nevertheless. He then agreed to those terms, and we moved forward in the process. Be reminded both submittals were for the same amount financing, after receiving communication from the event sales team for the 84 months. ****** did not give me the 84 months, but ****** did, so I went with ******. At no time did Mr. ***** communicate for me to use ******. After they left the business office, I never heard anything further from the customer, so I am unaware of the products they selected/opted to purchase. However, I was here the day they both came back to the dealership and from what I witnessed and the one conversation I had in the business office, wherefore Mr. ***** asked questions pertaining to the above and Mr. ****** answered his questions of all the products he purchased and he then told Mr. ****** that he wanted to cancel the product that he signed for, as I heard him apologize for the misunderstanding and he continued by thanking us. All products were cancelled.

   

  Management

   

   

  

  Business response

  05/12/2023

  In the incident you are referencing, ************* ***** and ********* ***** as I recall, the Floor closer from the event sale presented a change from the original pencil with the option to go to 84 months and Mr. ***** opted to put an additional $1,000 down to reduce the payment. My assumption in interacting with the customer in his original meet and greet was he had a monthly objective and was refinancing, nevertheless. He then agreed to those terms, and we moved forward in the process. Be reminded both submittals were for the same amount financing, after receiving communication from the event sales team for the 84 months. ****** did not give me the 84 months, but ****** did, so I went with ******. At no time did Mr. ***** communicate for me to use ******. After they left the business office, I never heard anything further from the customer, so I am unaware of the products they selected/opted to purchase. However, I was here the day they both came back to the dealership and from what I witnessed and the one conversation I had in the business office, wherefore Mr. ***** asked questions pertaining to the above and Mr. ****** answered his questions of all the products he purchased and he then told Mr. ****** that he wanted to cancel the product that he signed for, as I heard him apologize for the misunderstanding and he continued by thanking us. All products were cancelled.

   

  Management

   

• Initial Complaint

  02/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started my company, Evervac Equipment, in July 2022. Upon starting, I filed the company as an "Inc." by mistake, then filed as an "LLC" where I continued to open my business bank accounts with, EIN number through, and began my business operations. In November 2022, I found a Ford F-250 online, listed by Lake City Dodge. I called them over the phone, negotiated a deal, began the finance paperwork with my EIN over the phone, then drove 2 hours to pick up the truck at the dealership. Upon arriving, I was brought into the finance room where they utilize a digital paperwork system, where you "click to sign" and then it skips over the paperwork until you reach the next signature (similar to docusign). We completed the paperwork and I left with my truck. 4 weeks later, my temp tag is expired and I still do not have a tag. I called and spoke with ****** in their finance department, and he said he is having issues getting the tag because the company is filed under "******* ********* ***". I let ****** know that I cancelled the INC company through the state of Florida, it is inactive, and the paperwork needs to be filed under "******* ********* **** which is what the EIN is registered as that I supplied them. He said that we would have to re-do the paperwork to get it changed, which I agreed to. I did not hear from him for another week, after me following up multiple times, then a permanent tag arrives at my home with the ******* ********* *** on the registration. I have contacted ******, the dealership, and the finance manager every month (multiple times) since November, leaving voicemails, texts and emails, with no response. The loan agency said that they cannot do anything, that the dealership is responsible. Currently, the truck is registered to an inactive company, with my name as a co-signer, and the dealership is supplying zero help in getting this situation resolved. I cannot add the vehicle to my business for taxes or lawfully drive it.

  

  Business response

  02/24/2023

  Hey ********,
  
  My accounting department just received the docs to get this handled for the customer.
  
  Thank you,
  ****** ****** **
  

  
  

  

  Business response

  02/28/2023

  Update this issue has been resolved.
  
  Thank you,
  Robert Gordon Jr
  
  General Manager
  

  
  

• Initial Complaint

  07/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from Lake City Chrysler Dodge Jeep on June 5th. During the process my salesman and his managers were very responsive and were easy to get a hold of. They were really quick to get me to lock in the sale with $1,000 dollars; also very quick to get me to put the remaining $4,000 for the down payment. Not once was I not answered when I called. When I flew in and went inside to get everything signed and ready to go everything was smooth they sold me a car warranty for 3 years 36,000 miles that was great to hear. As I was ready to drive out, I noticed the check engine light was on; I mentioned it to my salesman and he said it was because it didn't have any boost juice because of all the aftermarket parts the Jeep had. I believed him and drove off. About 600 miles down the road when I stopped to put gas I noticed oil leaking from the bottom of my vehicle and oil on top of the block. I let ***** know of the situation and he said to just keep putting oil in it until I get home and take it to my local dealer. I made it home and was waiting on my appointment at my local dealer. Now that the dealer has gave it a look over they tell me the warranty wont cover any of the repairs ($13,514.68) in total. According to my advisor over at Dodge in ABQ, Fidelity wouldn't have agreed to add warranty to a vehicle with aftermarket modifications; At that point it seems like the Chrysler dealership had given false information to Fidelity and failed to mention all of the complete specs of the vehicle. I continue getting the run around from the dealership. As of 6-30-2022, I got an answer from my salesman saying his manager told him there is nothing they can do for me, basically saying I'm stuck with a $40,000 vehicle that needs $13,000 in repairs. I have been trying to get a hold of **** ****** all day and have not been able to get an answer. It was very unprofessional for them to have a sales guys call me and give me news with no explanation at all.

  

  Business response

  09/01/2022

  We have spoken to this customer multiple times and have requested the repair order from the dealership in New Mexico so we can review and help combat his repairs with the warranty company and the customer has failed to provide us with that.

   

  **** ******

  General Manager

  Lake City CDJR

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