ComplaintsforFerman Chrysler Jeep Dodge Ram at Cypress Creek/Ferman Buick GMC

• Initial Complaint

  05/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a vehicle service contract for$3848.00 I was experiencing noises from steering- suspension so I call warranty company they advised me that the warranty would not cover this vehicle so I called the dealership and spoke with Lorenzo H. he asked did I start a claim I said no because warranty co.willnot cover claim .the next phone call I got was from Lorenzo concerning and he was sorry for the inconvenience if he knew the vehicle had suspension and tire modification he would not have sold this warranty and that could expect a full refund .So the warranty was useless so he said to cancel the warranty and I'll put in for your refund. 10 or so days go by nothing so I contact Lorenzo he said only getting $1100. Back pro-rated how can you pro rate something I could not ever use. So for there mistake selling me a warranty that didn't pertain to my vehicle I must suffer. Now I've got a vehicle that needs repair and I'm out that money to repair it.

  Business response

  05/20/2022

  Business Response /* (1000, 5, 2022/05/10) */ In regards to BBB Complaint Case# XXXXXXXX for ***** ********, I reviewed the case and found that after speaking to and process the warranty cancellation for Mr. ******** a few weeks back the cancellation was processed for a full refund. After Mr ******** reached out to us we discovered that the warranty company made a mistake in processing the cancellation and has since rectified that error and is giving the guest a full refund for the warranty in question. I have contacted Mr. ******** personally to make him aware and he is very happy. Thanks in advance for all of your help Luke M. Consumer Response /* (2000, 7, 2022/05/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept Luke M. response . As of the settlement at this time has Not been received. Looking forward to this matter being resolved Thank you ***** ********

• Initial Complaint

  02/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 23 I was involved in accident I reached out to Ferman Collision center of Wesley chapel to repair my vehicle , I was told that a few of the part would have to be on back order which I was fine with since it was Covid So In December I was contacted by Ferman saying that my parts were in and I could drop of my vehicle for repair on December 9th 2021. Since then I'v been calling and trying to get updates since the shop has had my vehicle going on 2 1/2 months now. So on February 16th I went to the shop and was told that the part I had waited on for 3 months was the wrong one and they had to order and new one this information was very relayed to me. I haven't had a car since December 9th 2021, Rick told me that my vehicle would be done later that day or early morning of February 17th 2022. When I called at 12pm on the 17th he told me he didn't know if my vehicle was done or not and that he would have to walk out in to the shop and get a update and he would call me back. He hasn't called me back, I work 45 minutes away from home my insurance only covered a retail car for 30 days.

  Business response

  03/17/2022

  Business Response /* (1000, 8, 2022/02/28) */ After reviewing your complaint, we apologize if you feel Ferman did not meet your expectations. Unfortunately, after receiving your vehicle, we found $4,000 of additional damages when we took your vehicle apart that your insurance company did not have on their original estimate. Due to the additional parts that unfortunately were hidden behind other damaged areas we reached out to your insurance company and requested them to come out and review their estimate with our facility. During that initial phone call, we submitted what was found as far as parts and additional labor needed to repair your vehicle properly. We waited several days for an approval from your carrier to continue repairs and order parts needed to fix your vehicle. Once we ordered the additional parts it was brought to our attention that Chrysler could not supply the part and the part was on back order. Unfortunately demand for parts is more than what can be supplied by the manufacture due to supply chain shortages. Good news is we have delivered your vehicle back you and again we apologize for the delay's that unfortunately that were out of our control.

• Initial Complaint

  02/02/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On January 28,2022 we saw vehicle online called and it was available. We drove out saw vehicle test drove and interested in purchasing vehicle. Son was out of school in an hour and a half and wanted him to see before we purchased. So we left got son got cash for purchase. Returned there was someone that had arrived looked at car and went on test drive. Note we were ready to purchase the online price was 7979 plus. Our salesman Ben was on a test drive returning in a few. He returned and we sat down to work price and purchase for son. Salesman returns and said the sales manager had given the price of OVER 11000 Dollars out the door. We were told that being someone was looking at it the price went up. The salesman had said vehicle 7500 online was 7979. You guys without seeing the paper brought out over 11k even if the price was 8k that's over 3k the asking price. And with the outrageous dealer fee and the other needed amounts do not come to half price of vehicle. Note the other people that had just went on a test drive had just gotten there and left kids in car to drive down the road a few. Number 1 what dealership will do that and would attempt for customer service and reputation raise price because someone looked at it. It was a 2012 Nissan Altima with over 120k miles. And radio display did not work and could not even see what chosing for Bluetooth radio etc. I put a review as the weekend there was many or same negative reviews also that have since been removed. I called January 29, 2022 the next morning to Luke M. the general manager and to date February 2, 2022. This was the response to the negative reviews to do and the response to mine as well. The negative reviews also on dealer rating with others same issue of which many were removed from dealer website. The dealership conducted bait and switch on vehicle. Causing us time and loss on trips to dealership and consequent same after due to this incident in looking for a

  Business response

  02/10/2022

  Business Response /* (1000, 5, 2022/02/04) */ To Whom it may concern, Upon receipt of Mrs. ******* BBB complaint I reached out to her personally to apologize for any miscommunication or misunderstanding regarding the price and availability of vehicle she was interested in. We have came to a resolution and she expressed that she was satisfied. I am also in the process of looking for a value priced vehicle myself to try and help her with her sons vehicle needs. She advised that she would reach back out to the BBB to close out this case. Sincerely, Luke J. M. Ferman of Wesley Chapel Consumer Response /* (2000, 7, 2022/02/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Luke M. reached out to me and the case was discussed. Company apologized and acknowledged. He offered assistance and resolution solved.

• Initial Complaint

  01/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We were looking for a Toyota 4Runner Off-Road. We saw an off-road in your Tampa location. We spoke to sales agent Jim P., got pictures of the vehicle, understood the condition and went over the price and all applicable charges. We decided to fly to Tampa, buy the car and drive back to Raleigh after a few days in Clearwater. Jim sales associate was helpful and inviting over the phone. We told him that we will be paying cash and will be coming to the dealership from Tampa airport. He assured us getting an even better deal because it was end of the year. Unfortunately once we were in the dealership, the treatment we received was nothing short of hostile. Ferman increased the price by a few thousand dollars compared to price showing on the website at that time. He explained the reason as "us not having a trade-in vehicle and also because we were not Financing". We were flying into Tampa without a trade and were always paying cash. We were stranded and bought the car because we were out of options. -We walked out of your dealership with Ferman charging us $41,029 when the price was $39,629. $1400 more - There is a dent in the back trunk of the car which Jim never communicated over the phone. We specifically asked any dings and damage. $1000 damage (estimate) - They charged lame fee (on top of dealership fee) for using titling company of their choice. ~ $500 (not precise) Increase in price is blamed on a fine print that refers to re trade-in and financing. Upon a close review, that also doesnt add up; no where it says that the specials are already factored into the Price displayed. Those are easily construed as additional offers. The auto sale industry is moving to touchless online business model and if Ferman believes in just luring customers, not be honest and up front 1/ on the state in the car 2/ and "other" charges, then unfortunately Ferman life is short unless they change this around.

  Business response

  01/14/2022

  Business Response /* (1000, 5, 2022/01/14) */ To whom it may concern, Mr. ****** contacted us just a few short hours after finalizing the purchase of his pre-owned Toyota on Dec. 22, expressing disappointment with the price he paid for the vehicle. As the store manager, I personally called him back and spoke to him about the situation. At the end of the conversation, I expressed to him that our system documents all text and email communication that are shared between a guest and the dealership and even though I couldn't find any documentation in those communications to back up what he was stating, I offer that if he was still unhappy with the price he paid for the car I would allow him to return it for a full refund. He declined that offer and advised he would be in contact with me again to provide additional documentation of our alleged misrepresentations as to the price of the vehicle. He and I spoke two additional times where Mr. ****** advised me that he ultimately was unable to find any of the proof of our alleged misrepresentations, and I again (for one final time) offered him the option to return the vehicle, but he again declined that offer. At this time, we feel that we have made every reasonable attempt to be fair with this guest and satisfy him, and we are unable to now offer him any refund or discounts. Thank you Luke J. M. Ferman of Wesley Chapel Consumer Response /* (3000, 11, 2022/01/31) */ ***Document Attached*** Please do not close this complaint. I apologize that the email was somehow missed earlier. Please let me know what would it take to keep this matter open. We want to give Ferman a chance to resolve this amicably before we take this to a different avenue. #1. Ferman Disclaimer Ferman's response doesn't address the misleading disclaimer through which their dealership charged us $1400 more than the advertised price. The disclaimer claims to justify adding $2000 ($1000 for trade-in and $1000 for not financing with Ferman) to an advertised customer price. Kindly review the original complaint and the disclaimer (attached again). After my complain that disclaimer (attached) has been removed from Ferman's site. #2. $1000 of damage not reported by Ferman. The car was delivered with two dents in the trunk and they were never communicated by their sales agent. Its extremely bad business when people trust a dealership for coming in to purchase. Especially in a pandemic customers try to do business remotely after trusting a sales agent over the phone. Totally unfair and bad business. Lastly let me address the response we have received from Ferman. I reached out to Luke (GM) via email for resolution. Yes Luke called me once, He did ask us as to why we went ahead with this purchase. We told him that since it was Christmas time, we were out of options. This position or even offering to take back the car does not justify the lying, and inviting an out of state customer under a false pretense. It is bad business practice. Lastly, I did tell Luke that I will forward voice transcripts once I get back to NC, but I asked him if we get him this info what would he do with it. He did not have an affirmative answer. Once we got back I did update him that it was take a lot of effort to excavate that info to which Luke never responded. Thank Rhonda @ BBB for helping on this, as this avenue is an attestation of our best efforts to resolve this in presence of a third party. (During the deal once we were just going ahead with the purchase, they made us sign a legal document that we will reach out to the dealership to resolve a matter before pursuing other means.) Thank you again, ****** Business Response /* (4000, 13, 2022/02/02) */ To whom it may concern, We feel that our previous offers to review whatever the guest stated he possessed in terms of proof that one of our staff had made a misrepresentation, plus our offer to refund the guest fully during our initial conversations with him, were more than fair. In the most recent statement to the BBB, the guest has confirmed that we did in fact immediately offer him the option to return the vehicle if he was unhappy, and we cannot think of any more fair gesture or offer than that. As of today, we have still never received any of the documentation that the guest spoke of, only an email from the guest stating that he was still unable to locate the documentation he said he had. We are sorry to hear that the guest was and continues to feel these options were unfair; however, at this time we feel we have done all we could to reasonably resolve this issue. Sincerely, Luke J. M. Ferman of Wesley Chapel Consumer Response /* (3000, 15, 2022/02/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Can we please refer this to the review board because there is clearly no interest in addressing the two issues we have categorically raised in our BBB complaint with proof (price snapshot & picture of dents) #1 overcharging customer above the advertised price where even the fine print disclaimer fails to state that clearly (since been removed from their site) and #2) No Prior disclosure of damage (picture attached) to an out of state customer when we repeatedly asked about it from NC Further, Mr M. is stuck on asking for texts and emails as if the burden of proof for bad business rests on availability of written communication from customers. Very surprised at the lack of empathy in Mr M. stance in offering a disingenuous resolution to an out of state customer, i.e.: return the car and go back to NC before Christmas. I am sure that Ferman ownership would not stand behind the disappointing position that Mr. M. is taking. Consumer Response /* (3000, 19, 2022/02/07) */ Fr anyone reviewing the case, we want to clarify one point we had raised re the disclaimer. Freman's disclaimer had listed the #1 Trade-in assistance and #2 Finance assistance under "available specials" but nowhere does it state that those specials are already factored into the Price specified at the top. The specials instead show up there as ADDITIONAL offers. (Picture of the disclaimer is already provided)

• Initial Complaint

  12/15/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  So first I want to say Barry was great in responding my questions and communication. He also gave me a reasonable price. However the one star is because the after math. I was out of state so I could not pick up the car until the following week. In the mean time they decided to sell the car even though we had a deposit on it. Now that was not the worse because I said it's all good just businesses and I understand however when I ask for me deposit back Barry said it's a non refundable deposit. I said what ? That's crazy u did not tell me that and that's not right. All I want is my $1000 back! I will file a complaint to the BBB for this. I tried to get a hold of a manager and that seems impossible. Also tried to reach out to BOB b. the sale manager unfortunately no luck. Please refund my money back!

  Business response

  01/10/2022

  Business Response /* (1000, 5, 2021/12/17) */ We worked with the guest entirely via telephone about a possible transaction involving a specific vehicle. We agreed to hold the vehicle with his deposit for 24 hours, and he would be in the following afternoon to take delivery. After 2 or 3 days of missing those appointments to come in and take delivery, the guest then had something come up that he had to go out of town for a week. We advised him that we would no longer be holding the vehicle at this point for him, but he could contact us when he got back in town. When he got back in town, the vehicle had been sold to another purchaser (by then, it was nearly 10 days after taking his deposit ). The guest was upset and wanted his deposit back, and our sales person was trying to convince him to apply the deposit to another vehicle and simply order one, but the guest didn't want to do that. I have since followed up with sales person and manager advising when a guest order is cancelled to not offer any resistance when they request their deposit back. In an effort to resolve this matter, our manager Scott S. spoke with the guest in the morning on 12-14-2021. We agreed to refund the deposit and we have already done so via the credit card system. The guest agreed to update his BBB complaint as a resolved matter.

• Initial Complaint

  12/13/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a 2017 Jeep Rubicon 6 months ago and purchased the bumper to bumper service contract they offered as the jeep was a 55k+ buy. Driving back from the airport in Orlando and heading to Tampa my temperature gauge when from normal to Cold, Had my top open and windows down cruising around 70 mph. It was a cool night so I figured maybe the sensor was freaking out or something small electrical was failing. About 35 minutes later I started losing power to my Jeep and Pulled over. Still never had a warning light other than the temp gauge showing cold. As I'm pulling over on the side of the expressway a huge ball of smoke comes from under the hood. I call my a tow truck and have the Jeep towed to the local mechanic shop (tuffy's). Tuffy's tells me the engine overheated and they found some kind of "fix a leak solution" inside the coolant reservoir. They say they dont accept Fidelity warranties and I'll have to take it to the Jeep dealer. I get the Jeep to the original dealership and find out a week or so later that they want 10k to fix the engine...... The service contract they sold me wont cover the repairs as it looks like excessive wear...... Nothing about the fix a leak solution was mentioned and they agreed with the warranty company they offer that the car was driven excessively during overheating. What a joke.... I have a $250 deductible and free towing so why would I drive my new to me $55k vehicle to break it??? This dealership and service center is a joke and it seems to be wanting to cover up the fact that something may have been missed by them prior to selling the car. I whole heartedly believe someone messed up during the "inspection' and it cost me $55k and now I just have a jeep with no engine. Took me calling family members that work for Jeep for Ferman to even give me a heads up on the scam being pulled on me.

  Business response

  01/12/2022

  Business Response /* (1000, 7, 2022/01/04) */ Prior to receiving the BBB complaint for ***** ******* we were already in the process of working with Mr ******* and his mother to resolve the situation with their warranty company. We have been able to arrive at a solution with them and they expressed to us that they would be reaching back out to the BBB to close the case on their end. The guest advised us that they are very satisfied with the outcome. Consumer Response /* (2000, 9, 2022/01/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) They went above and beyond to help and fix the problem.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩