ComplaintsforMurray Chrysler Dodge Jeep Ram Superstore

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  2023 Dodge Ram 4500 4x2 Commercial Chassis August 2023 was the purchase month My wife and I came in to purchase this truck for hotshot work. We were told by the salesman we had to get a loan through Dignify for five thousand on top of bringing five thousand down. When signing with ** he explained all the warranties and after he explained them my wife and I both said we did not want the ones that were not cancelable. ** then stated that he had to explain them to us even though we did not want them. Then ** had us sign into a spot and said this is singing for us not wanting those particular warranties. My wife and I trusted ** and what he was saying and neither of us realized we signed for those warranties. The paperwork for the sale was extremely sloppy and did not receive all the documents upfront when signing. I have been back and forth with ** trying to get all the sales documents that show our current bank the loan is through. While doing my research I found that the flatbed that was put on we got overcharged by four thousand dollars as well as what it would have cost if we had taken it in ourselves. I have received only bits and pieces of the contract and the contract in my hands is for a different bank. As a veteran, I feel taken advantage of and very disgusted in Murray Dodge. You all are frauding many people out of their money and have been doing so for a very long time. We gave ten thousand down but only five thousand was applied. Paid over one hundred thousand for this truck.

  Customer response

  02/02/2024

  Yes it is the Murray Dodge in Starke FL. 

  Business response

  02/12/2024

  All documents show $****** down as well as extended warranty through MOPAR can be cancelled and customer signed numerous documents purchasing the Extended Warranty for $**** plus tax which was paid for in his payment installment which he signed for.  If he would like to cancel the Extended Warranty, we can email him a cancellation form which he will have to sign & send back, and the funds will be forwarded to his lien holder.  

  We are scanning and emailing all of his signed documents.  

  Thank you,

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

  Customer response

  02/13/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21236376

  I am rejecting this response because:

  We already canceled the extended warranty. ****** got us with warranty we cannot cancel which we said we did not want and has us sign a form he said "to state we did not want those warranties." That was a flat out lie we signed for the warranty instead of not wanting them and we did not pay attention to the small detail. You also charged us $****** for the Skirted PJ Bed when it cost around $***** with installation plus tax comes out to about $****** That is a direct quote I got from the installation company that did our bed. I do not have the actual contract for the current bank in my possession. Another shady part of the deal is I signed things without my wife and she did not sign as the cosigner and was not given those documents to sign. The paperwork I have shows we only put $5**** down. As a veteran I hope and pray we stop others from doing business with you all and people can learn from our mistake with doing business with you all. 

  Regards,

  ***** ****

  Business response

  02/14/2024

  We apologize the fact that we are not able to come to a common ground,
  
  We also apologize about the fact that you do not feel as if you got the greatest deal on the bed after your purchase. Whoever we have worked with on the purchase, and or the supplier of the bed is the person we get pricing from, our pricing of the bed is dependent on availability, shipping, and deliveries to the suppliers (at that due given time).
  
  Any paperwork you need we could absolutely show you the representation of the $******.00 Down we can send to you as well if need be, all signed paperwork has been forwarded to the BBB; All of which shows $****** down.
  
  Thanks again,
  ****** ****

  Customer response

  02/15/2024

  I called the company you all use directly and this is the actual costs they charge in the document. You all added to that costs. We did not want two of the warranties and ****** tricked us by saying sign here stating you refused and we actually signed for the two not cancelable warranties. Another dishonest business ordeal that is the same character as fraud. My wife and I were manipulated and did not pick up on it until September October time frame. 

  Customer response

  02/16/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21236376

  I am rejecting this response because:Date Sent: 2/15/2024 2:13:11 PM
  I called the company you all use directly and this is the actual costs they charge in the document. You all added to that costs. We did not want two of the warranties and ****** tricked us by saying sign here stating you refused and we actually signed for the two not cancelable warranties. Another dishonest business ordeal that is the same character as fraud. My wife and I were manipulated and did not pick up on it until September October time frame. 

  Regards,

  ***** ****

• Initial Complaint

  11/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a **** Dodge Durango with GAP and warranty. I traded the vehicle in Sept 2022. I contacted Murray’s in June 2023 about a refund due to the policies not termed. I’ve been told numerous times that a check is in the mail but I haven’t received a check.

  Business response

  11/06/2023

  Mr. ****** was given 100% of his money that was owed to him the day he purchased the Dodge Durango on 11/29/2020 for a total of $1766.  Please see the attached documentation.  Thank you, **** *******.

  Customer response

  11/20/2023

  The reason for this complaint is due to Murray’s telling me on multiple occasions that refund has been mailed.  The employee who have told me this for months name is *******.  They have yet to respond when the check will be mailed or if I can pick it up. 

  Business response

  11/21/2023

  The checks were cut from the warranty company, JMA on 11/9/23m and mailed within 3 days to the address on file 244 SE Monroe Ave Lake City, FL.   Murray Automotive Group does not refund the warranties directly.  It has to go through the company that issues the warranties.  It is a process we are required to follow.  Please check ALL of your mail so you do not think it is ‘junk mail’. 

• Initial Complaint

  02/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I, ******* ******** purchased a new 2021 Dodge Durango from ****** ********** ** ******* ** *****. The Finance cost is $47,532.39. APR 12.19%. I paid $3,600.00 cash down with trade in. Mr. **** ******* was my salesman. The finance personal, and Mr. **** ******* owner, told me to keep the vehicle for one year. And would be able to refinance the vehicle. This has not happen yet. I spoke with ****, to have Mr. **** give me a call about this matter. I haven't heard from him yet. Called several times leaving messages for him. STILL NO RETURN CALL. Speaking with my bank about the APR% RATE. I was told they went up on my interest rate. My monthly payments are $848.14. Which is very high.

  Business response

  02/27/2023

  We will absolutely offer the opportiunity to refinance.  However, unfortunately the interest rates are higher this year that in 2022.  The interest rates are not within our control.  Thank you, **** *******

  Customer response

  03/02/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: I WAS TOLD TO KEEP THE CAR FOR ONE YEAR. AND COME BACK AND REFIANCE THE CAR AT A LOWER. RATE. AFTER ONE YEAR, I COULD NOT GET IN TOUCH WITH THEM.

  N0 RETURN CALLS AT ALL.  THEY ACT AS IF I DID NOT EXIST.  FOR A WHOLE YEAR OF TWENTY TWO NO RETURN CALLS FROM THEM. I KEPT LEAVING MESSAGES. SO I DECIDED TO GET IN TOUCH WITH

  BBB FOR HELP WITH THIS MATTER. NOW THEY ARE SAYING THE INTEREST RATE IS SO HIGH. BUT I TRIED TO REACH THEM AFTER ONE YEAR. THANK YOU, ******* *******

  Regards,

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

  Business response

  03/03/2023

  Interest rates are not within our control.  However, a representative will be calling to discuss options.

  Thank you,

• Initial Complaint

  02/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchase date December 1st 2022 vehicle 2022 Dodge Challenger date of cancellation December 14th 2022, vehicle purchase December 1st 2022, we went to speak with dealer about purchase the next day was told was a legal purchase could not do anything but ** said he was going on vacation would try to do somthing when he came back which he didn't. Went to dealer December !4th 2022 cancellation form signed and had to point out nothing indicated on the form what was cancelled. He checked some boxes did not put any account numbers, mileage ,reason for cancellation. Pointed out that the signature was not the buyers on maintenance packages said it is electronic nothing could be done. Waited over a month contacted company where packages were at was told have not heard from dealer. Contacted ** he had me fax over form said he took it and got it done and waited over 2 weeks more got an e-mail needed mileage. It has now been over 6 weeks and they have done nothing. My grandson is the purchaser of the 2022 dodge challenger he is young never bought a new car they saw a sucker and took advance. they signed his name to almost all the packages they offer over 8k total and said nothing could be done. We have been waiting over 6 weeks for refunds over 5k and everyone just says well I am just now getting the info. This dealer is doing unethical if not illegal transactions and everyone needs to be aware stay away from Murray Chrysler Dodge. We just want all of our refunds so we can refinance and leave this nightmare behind.

  Business response

  02/07/2023

  The warranty has been cancelled along with a full refund to customer.

  Our Office Manager has been in communication with ****** **** * ****** ******* regarding the warranty cancellation and refunds.

  ************ are aware that the warranty refund will come from the warranty company and the tax refund from ****.

  Thank you,

  Customer response

  02/07/2023

  [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,

  ****** ****

   

  I will accept this but still waiting on refunds and will refile if the refunds do not happened and still want customers know how this dealer does not care for you as a customer just how much they can make off you.

• Initial Complaint

  11/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a truck from this dealership on September 14 and was verbally promised by the salesman that they would send me the spare key upon the parts department opening the next day. I did not get it in writing, but was assured the key would be sent asap. After a few days, I inquired about the key and was told "it had been mailed and should arrive any day". After a few more days, I called again and was told the key had been mailed to the "wrong address" and had been returned "which was a good thing as it wasn't the correct key". I was then told a new key had been ordered from the manufacturer and would be mailed to me directly. After several weeks went by, I contacted the General Manager and he told me since "it wasn't in writing" they didn't owe me the key" (that was promised) and the salesperson "never would have told me it was being mailed to me" (even though that is exactly what he said). I then asked how we could resolve the issue and he said "I am in a meeting and will call you back". This was on November 4, 2022. I have not received a call back even though I have called and left messages with both the General Manager and the salesperson. I know that I should have gotten it in writing, and that is my fault, but I also purchased a "Protection Plan" that includes 1 key replacement and I can't even get the dealership to honor their own plan. As an aside, the truck came with a tool box that was locked. I was told the keys were with the spare (that I never received) and the salesperson ordered and had shipped to me new toolbox keys (indicating to me that he acknowledged that the dealership owed me keys).

• Initial Complaint

  11/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2016 Jeep Wrangler from this business in November 2016. The dealership took pride in their 15 year/150K mile powertrain warranty. That sold me... and I loved the Jeep. In October 2022, while traveling in Georgia, my oil cooler failed rendering the vehicle undrivable because oil was steadily leaking. I called Murray Dodge to find out information about my warranty since I assumed the oil cooler was part of the powertrain. ***** confirmed I did indeed have a warranty but transferred me to another person to get further details of policy since all of my paperwork was in Florida. The number he transferred me to was a voicemail that was full. I continued to call and speak to the receptionist ******. She tried very hard to help me, but everytime she transferred me, it continued to go to the voicemail that was full. I finally just took my Jeep to the local dealership to get it fixed. They attempted to call the warranty company with the name I was given and was told they didn't have any records of me having a warranty with that VIN #. In frustration, I just paid the $1343 repair bill so I wouldn't be stranded anymore (there were no rental cars available in that area). Once I got my vehicle back, I continued to call Murray to find out how to get reimbursed and still got ****** (who said she'd have ***** call me back). After several attempts to contact ***** who was always out of the office, and several forwarded calls to the full voicemail box, I'd like BBB to help me determine if in fact I even have a warranty and if my repairs can be reimbursed. I have the original contract that shows a line item with the 15 year/150K warranty and I have the GA dealership receipt (attached).

  Business response

  11/02/2022

  We apologize that you were not able to reach the Extended Warranty company and we will be happy to intervene on your behalf.

  
  As stated in section 5 of your contract – Maintenance requirements:
  1.)You are required to have all of the Manufacturers recommended vehicle maintenance services. (as specified in the owner’s manual) performed within one thousand (1,000) miles of the recommended service intervals.
  We reviewed your Vehicle service history within our records and we do not have any service records since time of purchase.

  
  If you would please send us copies of the maintenance records so we can forward them to the warranty company with a submittal for the repairs on your behalf.
  Please keep in mind the records need to follow the owner's manuals recommendation in full as stated in Section 5 of the contract.  

  
  You can submit the documentation to:
  Murray Automotive Group
  c/o **** *****
  ***** ** *** *** *
  ******* **  *****
  ************

  Customer response

  11/04/2022

  [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. 

  I have several separate documents that exceeded the limit of 4 attachments.  I zipped all of the files.  Please let me know if you are not able to open zip file.

   

  Regards,

  **** *******

   

• Initial Complaint

  08/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I purchased a vehicle from this dealership and the lied to be about the condition of the vehicle. When the car arrived to me it had brakes making the car to dangerous to drive. Also they promised me 2 keys and it only came with one. The dealer claims that they do a 171 point inspection and cannot sell vehicles that are not up to road standard. My desired outcome is that dealer pays for the key and the repair bill for brakes. It cost me about 2000 dollars.

  Business response

  08/24/2022

  Good afternoon,

  In reviewing this complaint, there was no communication to our Sales team, Management, or dealership at the time of delivery regarding the brakes.  Customer only communicated via text that he received 1 key instead of 2.  Our sales associate communicated back to the customer via text for the AT COST price to make an additional key and that we only received 1 key with the vehicle.  There was no return response from customer regarding the key.

  At no time were we made aware that the customer had an issue with the brakes until we received the BBB complaint.  The customer took it upon himself to take the vehicle to a 3rd party and pay $2289.60 in repairs with no approval from our dealership.  We were not given the opportunity to review the quote or help with negotiating dealer to dealer or dealer to 3rd party to help the customer on pricing.  

  We are requesting the VISA receipt for proof of payment of $2289.60.  The attached invoice is not signed, nor has proper VISA documentation or receipt.  

  Once we have the documentation, we will reach out to the customer regarding terms and amount of possible reimbursement.  

  We have also attached the RO at time of used vehicle inspection.

  Thank you, 

  **** *******

  GM Murray CDJR

*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. ↩