ComplaintsforCourtesy Chrysler Jeep Dodge Ram

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Age *** race disability discriminated against me I feel I had a deposit on a car then signed for car then they said another person got it The whole situation and dealings was questionable amount on loan was incorrect the finance lady hit my name to the pages said could not print it out Cybor then going on at dealers correct later did not. And took over two months get registration 2.paper copies Other stuff was sent instead title transfer and application for title. I had a DAV plate and they ordered me another plate had to cancel. No one at one time was answering the phone hang up put me on hold not come back. Its been a nightmare

  Business response

  08/16/2024

  Client Relations Manager and General Sales Manager reached out to communicate with ****************************************, we looked into the Financing portion of the deal and the paperwork has been completely funded with the bank not allowing the dealer to cancel contracts. **************************************** came in to resign and was given opportunity to cancel if she would like to last month. We sympathized to her vehicle breaking down after purchasing an as is pre owned vehicle and stepped in to cover the repair costs accumulated when she broke down in *******. We also looked into the option of purchasing the vehicle back from her. She requested the payoff plus $10,000 down payment as the purchase value. The vehicle in question was valued around payoff price resulting in a ranged gap between asking and offering value. We could not come to an agreement between her and Courtesy Chrysler Jeep Dodge Ram resulting in a disconnected call from **************************************** to the dealer. At this time there is no further action that could take effect to further assist and come to an agreement with ****************************************. 
  

  Customer response

  08/16/2024

   
  Complaint: 22093890
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****************************************

• Initial Complaint

  07/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We agreed to co-sign a truck loan so our daughter could obtain a new vehicle and create a credit profile.*************************** (our daughter) was told she received financing and all paperwork was completed. She was given the keys & drove it from Tampa, ** to her **** base in ********, ***Weeks later Courtesy called **** & said the financing/paperwork had to be be done over and the original agreement for zero % could not be honored.My husband ***************************** (*********************************) then received 11 credit denial letters which caused a 60 point drop to our previously good FICO scores. Courtesy staff did not have or had they ever had a financing entity when they gave **** the truck. Courtesy replaced the *************** (Now ***************************) who were frantically floundering trying the fix their mistakes.New paperwork (now involving having to pay interest) was signed and we were assured Courtesy would list *************************** as the primary borrower so she could establish credit. We were also told our dinged credit reports would be corrected.None of this happened. Jade has no established credit. All documents have come to ************************* as primary. Our credit had not been repaired.**** has since paid the truck off in full to avoid paying interest (as the initial agreement spelled out).The new Courtesy Manager has quit or been replaced, she now works across the street at a competitor dealership.We are very unhappy with our experience with Courtesy Dodge. **** has spoken to legal council at the **** and we have spoken with our family attorney.I will attach the letter I sent to **************** last year. No response has ever been received. We have clearly been wronged.Thank you ********************************* ************************* ***************************

  Business response

  07/29/2024

  After speaking with the ********* family we apologized for the situation. Unfortunately the former employees associated in the deal transaction are no longer here at the store to speak with but would like to help. We will be providing a document to the Transunion, Equifax and Experian credit bureaus to attempt to remove the pulls and strengthen their credit back. Once typed we will provide the ********* family with a copy for their files and over night them to the Bureaus.

  Customer response

  08/06/2024

   
  Complaint: 21993469
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  Customer response

  08/16/2024

   
  Complaint: 21993469
  
  I am rejecting this response because:

  This message is in regard to a complaint submitted on 7/15/2024 against Courtesy Chrysler Jeep Dodge Ram. Your complaint was assigned ID ******** So sorry that time got away from me on this deadline. The glacial basin flooded here in ******, AK last Sunday and over 100 houses had up to 3 feet of water rush into them. My brother lost everything on their ground floor as well as the garage and 2 vehicles. We have been working around the clock to remove everything out of 3 bedrooms, 2 bathrooms, and closets. All furniture, carpet, tile, linoleum, sheet rock, appliances have to be transported to the landfill by pickup truck-loads. Governor ******** has declared a disaster zone. Additionally my daughter, ***************************, departed ******** yesterday on her assigned USCG Cutter for 6 weeks of drug-interdiction patrol in the *********. We will need a time extension please. **** will need to have a follow-up meeting with the ********************* upon her return. She spoke with ********************* at Courtesy last week. He told **** the matter has been referred to their legal department and they would be contacting her. They have not. This has been a very frustrating, disappointing and expensive process. We do not intend to drop the matter. My husband, *************************, even flew from ****** to Tampa, FL and spoke with Mgr. *************************** to no avail. All he got was excuses, promises, lies and platitudes . She has since left Courtesy and works across the street at a competitor ******** in Tampa. Thank you for your support and assistance. ********************************* ************************* *******************;********************* ************************* *************************
  
  Sincerely,
  
  *********************************

  Business response

  08/27/2024

   I overnight the letter heads requesting removal and provided a copy of them to the ********* family for their records. The ********* family is stating there are itemized inquiries so I wouldn't be able to confirm without pulling to look at their credit to know for sure if they accumulated to 1 inquire or if there are multiple inquiries. 

  
  

  Thank you,

  ******** Stanley 

  Client Relations Manager 

  Courtesy Chrysler Jeep Dodge Ram 

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

  Customer response

  08/27/2024

   
  Complaint: 21993469
  
  I am rejecting this response because:

  Courtesys response is woefully inadequate.

  Courtesys only action to remedy the situation was to have a secretary mail form letters to the 3 credit Bureaus to undo the damage to my husbands credit history as well as to mine.

  
  The loan was intended to establish credit for our daughter, ***************************, this did not occur.  ***** was erroneously made to be the vehicles owner.

  Courtesy sent out over 10 requests  to lenders scrambling to get a loan in place.  This was a full month after my daughter, **** signed all documents to a zero percent interest contract.  

  Upon inquiring with Courtesy, 
  she was told she would receive payment stubs and drove off the Courtesy lot.

  Jade was paying the required full coverage insurance for a full month. We later found out she did not legally own the truck as no loan had actually been secured.  She has all of the original contract pages everyone signed & notarized.

  After a month ****** called and said he had an even better deal for ***** & **** to sign with 6% interest or they would repossess the truck.  We were not told there was no lender until the new Manager *************************** admitted what had actually occurred.

   

  She was oh so very sorry and the people involved had all been fired.

  ***** even flew down to Courtesy from ****** last August to fix the issue.

  ****** said she would contact the credit bureaus and withdraw the hard pulls.  This was another lie.

  We want this situation remedied.  **** should have been the primary borrower.

  The zero percent contract everyone signed should have been legally binding.  **** should be reimbursed for all interest she paid.  She has since paid the truck off in its entirety.

  **** should be reimbursed for the excessive insurance she paid on a vehicle she did not own.
  

  ***** and my credit history and FICO scores should be changed.

  ***** should be reimbursed for the air fare to Tampa.

  **** has spoken with USCG legal advocates and will not be dropping this issue.  
  

  If necessary,  ***** and I will also get our attorney in motion on this outrageous, dishonest, incompetent business. 
  

  Courtesy is at fault and is fully responsible.

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

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

  
  
  Sincerely,
  
  *********************************

  Business response

  09/04/2024

  Attached is an updated response to the complaint submitted in this matter by ************************* and ***************************.

  Customer response

  09/05/2024

   
  Complaint: 21993469
  
  I am rejecting this response because:

  I received the message from *********************** today 08/05/2024.  
  

  I am not able to open the attachment from Courtesy.

  I tried downloading it, printing it, sending the link to notes, downloading to reading list, reading entire correspondence history and any other way possible.  I cannot access the attachment that was sent to me.

  Please email me the attachment or text it to me so I can respond appropriately within the 10 day time frame.

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

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

  Thank you

  
  Sincerely,
  
  *********************************

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2018 Jeep Renegade was serviced by the aforementioned dealership in Tampa, ******* on February 24, 2024. The service performed was an oil change. During the oil change the tech working at the dealership failed to check if the old oil filter rubber ring had been removed with the oil filter during the oil change. The new oil filter rubber ring along with old oil filters rubber ring still attached to the engine block created a double ring which led to all of the oil leaking out of the vehicle's motor between February 24/25. My daughter was driving the vehicle when it broke down approximately 2 miles from the dealership after all the oil had leaked out. The vehicle was towed to the dealership for $100 on February 25, 2024. My daughter also had to Uber back to the dealer at a cost of $21 once the repairs were completed on February 26, 2024. I have emailed and spoken with the service writer(*******************) at the dealership several times during the initial week after the incident. As of March 14, 2024 Courtesy Jeep has not answered emails in regards to this matter. I am looking for reimbursement for the initial oil change(approx. $70), the $100 tow and the $21 Uber ride. I also want reassurance that the motor will not fail as I will be driving this vehicle back and forth from ******* to Tampa for my daughter to use at college. The dealership is 100% at fault for this incident and I would like a resolution. Thank you.

  Business response

  04/16/2024

  I have reached out to follow up on this unfortunate matter through phone call and email. I would like to make this whole between the guest and dealer by granting the reimbursement for the initial oil change charge along with the tow and Uber charges associated with the break down. I sent an additional email asking which day and time would be best for the guest to stop in and have a diagnosis done to ensure the vehicle did not suffer any damages from the oil leak. I spoke with the service advisor, manager and director about this incident to ensure that the process is chronologically followed with discipline so this issue does not arise again on any vehicle. Currently waiting for a response from the guest about the check along with which day/time would be best to stop in with the vehicle for the diagnosis. I would like to be the main point of contact until this reaches full resolution and have provided my direct number in the email for him to reach back out. 

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2019 Dodge Grand Caravan had an extended warranty for my transmission as it was not working properly. I took my car to my local mechanic who replaced my transmission with one they ordered from Courtesy. That transmission lasted a couple days and then the liquid started leaking out. I brought it back to my mechanic who evaluated the issue and noted the transmission was defective, returned it to Courtesy and replaced it for another one from them. That has lasted all of 10k miles and once again I started experiencing transmission issues. My mechanic assessed the transmission noting the fluid was black (and it shouldn't be). Still honoring the warranty status my mechanic in good faith attempted to get another transmission from Courtesy who demanded I bring the car to them for evaluation. When I dropped my car off I was advised that my appointment was to put my car "in line: to be looked at when they got to it. When they assessed the transmission they stated it was done incorrectly by my mechanic shop. I work full time and have had no car for a month at this point. The staff at Courtesy have been rude and flippant to the fact that this issue is a faulty product issue based on documentation collected to prove by my mechanics that they serviced my car according to the required protocols and Courtesy continues to ignore that there is an issue with their product not the workmanship that was provided by my mechanic. I firmly believe that this issue is a bigger issue in faulty transmissions that Courtesy is refusing to honor. Since my car has been in the shop a second vehicle with a replacement transmission from Courtesy now is now in the same situation needing another transmission with less than 15k use. My mechanics have assured me they will do what is right however it appears the bigger problem is that a giant company like Courtesy is not looking into the defective transmissions being sold to consumers.

  Business response

  04/05/2024

  *************************** bought a Transmission directly through our parts department here at Courtesy Chrysler Jeep Dodge Ram. They did the repairs to the vehicle and then after a couple days they claimed it as defective and requested a different Transmission. After replacing the 2nd new Transmission the vehicle was running for some time until it broke down again. At this point Chrysler requested for the vehicle to to be inspected and documented by a certified dealer before approving the claim for the 3rd Transmission. Once our team looked into the vehicle, it was discovered that the repair was incorrect. Chrysler provides a list of chronological step by step procedures to follow in order for it to be properly fixed and remain under ************* of the steps in this specific repair would have been to remove the old Transmission cooler and replace it with a brand new one. When the ************************** did the repair they did not replace the transmission cooler causing contamination by material in the old cooler to the new one. When we reported it back to Chrysler they immediately declined and voided the vehicle warranty. 

• Initial Complaint

  03/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 2/5/24 we provided Courtesy a $500 refundable deposit to hold a 2012 Chevrolet Corvette. We have it in writing the deposit was refundable. Then on 2/7/2024 we took financing information to the dealer and received the car. The next week we received a call that there was an issue with financing. On 2/26/24 discussed the issue and resolved a mistake on their part. The financial portion was corrected and resent on 2/27/2024. The finance representative from Courtesy on 2/26/24 wrote that the deposit would be funded and Mr D. would not be responsible for the additional money. On 3/19/24 I sent email to Used Car Director a request to resolve along with copies of the 2 references mentioning the refundable deposit. Numerous telephone calls by myself and Mr D. have been ignored or not returned.

  Business response

  03/22/2024

  We have reviewed the complaint submitted to your office by the consumer.  We have alerted the consumer of the dealership's plan to refund the $500 as described in the complaint.  Accordingly, this matter should be closed.

  We appreciate you bringing this matter to our attention.

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband purchased a vehicle from this dealership 3/2/24, we were told that it was still in the "reconditioning phase" and that we weren't allowed to see it nor test drive it due to it being in the shop. I, myself, thought that seemed fishy but I had just bought a vehicle from this dealership the day before on 3/1/2024 and against my better judgement my husband went forward with the purchase of the truck anyways. Due to him in **** need of a vehicle to be able to continue in his line of work. My husbands brother cosigned on the truck for him, he resides in ** so the dealer advised us they were going through a 3rd party called maverick to get all proper paperwork signed for the co-signing of vehicle. Our sales guy had promised him that the truck would be ready and that he could pick it up on Tuesday, 3/5. But this was not the case. Once we got into the financing room, we were both advised of the "real time" estimate of paper work signing and when the truck would be ready for pickup. The finance guy advised us the paperwork would be sent out and we could gain possession of the vehicle that Thursday. Fast forward to that Thursday, still no truck. Turns out paperwork wasn't even sent out until the day before which was Wednesday, 3/6. Long story short, it took them a week to get paperwork signed and my husband finally got his truck on Friday, 3/15. It has been nothing but a headaches ever since! We go to pick up the truck, the dealership gives him two key fobs, one of which isn't even programmed to the vehicle. So, they tell him to come back Tuesday 3/19 to get it reprogrammed. As he was driving home, he realized the truck will not let him go over 75mph because of a "governors switch". Now they are refusing to fix. The issue here is, one, WHY was this NOT disclosed to us prior to purchase? and Two, WHY are you not able to fix this issue? He just left the dealership and the service department told him, "this is not our problem anymore, it is out out of our hands"

  Business response

  04/05/2024

  In effort to resolve this concern we have exhausted all possible options for the dealer to remove the Governor on the vehicle and have allowed the guest to out seek mechanic advise to get this removed also. The buyer and Co-buyer have selected a mechanic of their choice to remove the Governor and Courtesy Chrysler Jeep Dodge Ram has decided to reimburse the guest for the inconvenience of the service and experience. 
  
  

• Initial Complaint

  01/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I bought a car on November 22nd 2023, after asking the sale manager several time not to add any protection plan of any kind, because I had to deal with my 2 years old and a 7 years old with disability, dealer end up adding almost 6k on protection plan that has to be cancel only from the dealer, and so far almost after 3 months they still playing game and not canceling those, meanwhile I'm paying 17% interest on it.

  Business response

  01/23/2024

  A representative from Courtesy spoke with this guest and their wife last Friday 01/19/23. Their policy is now cancelled in *** Dealer Source, and they will be processing the refund to Chrysler Capital. Courtesy used the original date of 11/22/23 for cancellation and confirmed a 100% refund. This guest has been updated and is aware of the cancellation. 

  Customer response

  01/24/2024

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  12/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a 2023 Jeep Wagoneer from Courtesy on 10/11/23. We noticed the third row seat had a tear in the leather when it was delivered.I contacted my salesperson, *****************, who said he wanted to help and directed me to have the seat repaired out of pocket and the dealer would reimburse me. Since then, Ive been lied to and ignored. ***** told me the check would be in the mail in **** business days. This was 10/27/23. He then told me the request for the check was lost and he submitted a new one. Now I cant even get a response. I repaired the seat at his direction and it cost me $322.50.

  Business response

  12/23/2023

  Courtesy CDJR considers this guest concern resolved as we will be mailing out payment Tuesday 12/26/2023.

  Customer response

  01/02/2024

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  12/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a truck last Saturday, December 9, 2023, making a $25,000 cash down payment and leaving a balance of $39,948.21. Despite having a pre-purchase check from Navy Federal for $70,000, the finance manager processed the full check amount instead of the remaining balance. After noticing the discrepancy, I contacted the dealership on Tuesday, December 12, 2023 . They assured me of liaising with the finance department, but I received no follow-up. On Wednesday, December 13, 2023, I spoke with an employee named ***** who was aware of the issue and surprised I hadn't been contacted. He promised to escalate the matter and assured me of a call back the same day, which I never received. This morning, I called again, expressing urgency, but was met with unhelpful responses and eventually informed that the manager was unavailable. In a subsequent call, I was rudely told to wait for the manager's call. This situation suggests an attempt by the dealership to inappropriately retain over $30,000, impacting me as a disabled veteran.

  Business response

  12/15/2023

  Courtesy Chrysler Jeep Dodge Ram has addressed the concerns for the attached guest, and considers this issue resolved. Confirmation was completed with our accounting department to ensure guest concerns resolved. 

  Customer response

  02/22/2024

  To Whom It May ******** I'm lodging a complaint against Courtesy Chrysler Jeep Dodge RAM, Tampa, **, for failing to send the *** title information for my vehicle purchased on 12/9/2023, causing over two months of delays. Despite assurances from finance officer ********************* and manager ********, and my repeated attempts to expedite the process, there has been no progress. This inaction has risked penalties from my finance company, Navy Federal, as indicated in their notices. I've engaged directly with Courtesy multiple times, supported by chat logs and phone logs, but to no avail. Attached are the notices from Navy Federal and my communications with Courtesy, evidencing my efforts and their continuous neglect. This situation has caused significant financial and personal stress, and I request the BBB's help to ensure Courtesy promptly fulfills their obligations, including immediate *** title processing and formal acknowledgment of their oversight. Thank you for addressing this matter.

  Customer response

  04/11/2024

   
  Better Business Bureau:
  

  The business solved my issues with the title and financial overpayment. ******************** is the one who help resolve my issues.
  
  Sincerely,
  
  *************************** Iii

• Initial Complaint

  10/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I decided to visit this dealership mid-late February of this year as I was in need of a vehicle. I have no complaints about the customer service I received while walking out with my used 2015 Jeep Renegade. However this has been the Jeep from hell! Within a week of coming off the lot, my vehicle wouldn't start late one night and I had to get transportation home. After bringing the car back, they say I have a bad solenoid which is why my car wasn't starting. They then attempted to charge me for it however after some back and forth, they replaced the part free of charge. Fast forward to around June and my car again wouldn't start and this time AAA came and had to replace my battery. Which I paid for of course. Fast forward to now, and I have a set of issues with my vehicle with repairs costing in excess of $5k. The worst of my issues are my back passenger door on the driver side doesn't lock with the rest of the doors and my driver seat is completely missing a spring that will lock my seat into desired spot. Now my seat slides back and forth while driving causing a major safety issue for my family and I. For context, I got the Jeep around **** miles. I'm currently at around *****. I've been in no accidents with this vehicle since its purchase. This is vehicle is no longer safe to drive and I refuse to invest over $5k for a vehicle less than a year in my possession.

  Business response

  10/05/2023

  My name is ****************'m the new fixed operation director . If you would please contact me at ************ to help assist you in this matter. We are here to assist and top do everything we can in helping our customer. Repairs needed are based off your concerns, no extended warranty was purchased at the time of purchase .  

*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. ↩