ComplaintsforWalker Jones Automotive Superstore

• Initial Complaint

  07/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On November 8, 2022 I purchased a 2022 Toyota RAV4 from the Walker Jones Superstore in Waycross Georgia. On that day my salesperson informed me that they were short of fob keys and that a 2nd key would be mailed to me within a month or two. In early February of 2023 since I had not received the 2nd key nor had I been informed of any issues or delays, I called the salesperson, ***** ********, who told me at that time there would be a delay but that I should be notified in March of a day that month to come in and pick it up. In early April I reached out to the sales manager who did not take my call, but instead had the salesperson contact me. The salesperson called me and told me that the key was scheduled to be here in June but would most likely be here in May. As of this day, July 5, I have not received a 2nd key or been notified of any delays. I am planning to take a long road trip in the near future, and I would like to have a 2nd key by then. I would like for the dealership to provide me with a key immediately even if they have to purchase one from an outside source.

  Customer response

  07/07/2023

  From: ******* ****** <*********************>
  Sent: Thursday, July 6, 2023 9:45 PM
  To: Info <*****************>
  Subject: Complaint #********

   

  Please be advised my issue with the Walker Jones Auto Superstore was resolved today. Thank you very much for your help with this matter.

   

  Regards 

• Initial Complaint

  01/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To say we are livid is an understatement. We own a business and trade our truck In every year as a tax write off. In may 2021 we attempted to do just that, started the process, the manager talked us into ordering a 2022 instead of a 21 because it was a new body style. Originally told us to go on the gm website to order and pay a deposit, then called back and said not to do that they would order it for us. We knew it was going to be a minute for us to get this vehicle because of the wait times and delays due to Covid etc. Jan 2022 comes around and we touch base and are told that it’s coming and not to worry. We have a trade in of course so we voiced our concern about the fact that we drive our trade every day and put miles on it every day . They assured us that they wouldn’t penalize us because it wasn’t our fault we were having to wait on the truck to come in. They promised they would make it worth our while. The wait would be worth it. Well.we waited and waited and waited. We kept checking in. Kept being told it was coming. Kept being told it was at the port waiting to be slivered to the dealer. Now it’s JAN 2023!!! And we still have no truck! So I finally called the gsm. Come to find out they never actually ordered a vehicle for us, but they ordered 30 that were identical to it and sold them all yet didn’t bother to call us and tell us that we could have 1 of them. So now they “want to make it right” by “finding” us a truck like we wanted and bottoming out the trade value so we lost 20k In value from when we started. Mind you everything that this dealership promised and told us is in writing through text messages. The GSM SAID “well I understand if you don’t want to buy a vehicle from us” man we waited a year and a half, we were patient and took you at your word. which obviously doesn’t mean a thing. The dealer refused to honor anything they promised and refuses to make it right even though they lied to us for over a year!

  Business response

  01/30/2023

  It is my understanding form my sales manager said that this process started in 2021 when inventory was constrained by manufactors due to chip constraints and no allocation from manufactors.  WE could not get what they wanted in 2021, so order moved to 2022 model year. The 2022 came close to 2023 model builds and customer decided on 2023 which is a new body style. Last price was given on 2022 when their trade had 30000 mile on it. The customer called the GSM for answers to find if a truck was actually coming in for her. The GSM verified a 2023 was actually on the way to the dealership and should be to us in a couple of weeks. He sent her a copy of said vehicle and sent her a purchase order for the truck. She then got upset over price demanding we honor the price given on the 2022 when her trade had 30000 miles on it. Now her trade has 72000 miles on and a price was never given to my  knowledge on the 2023 until the GSM priced it. WE are sorry it took so long but the order process the last two years has been very difficult for us to supply inventory to our customers. We did not decide to change from 2022 order to 2023 order the customer did. WE are sorry we can not honor a price given in 2021 for a 2022  when customer decided to wait on 2023 model and put 40000 more miles on the trade in. We had hoped our customer would understand.  **** ***** **Tell us why here...

  Business response

  01/30/2023

  It is my understanding form my sales manager said that this process started in 2021 when inventory was constrained by manufactors due to chip constraints and no allocation from manufactors.  WE could not get what they wanted in 2021, so order moved to 2022 model year. The 2022 came close to 2023 model builds and customer decided on 2023 which is a new body style. Last price was given on 2022 when their trade had 30000 mile on it. The customer called the GSM for answers to find if a truck was actually coming in for her. The GSM verified a 2023 was actually on the way to the dealership and should be to us in a couple of weeks. He sent her a copy of said vehicle and sent her a purchase order for the truck. She then got upset over price demanding we honor the price given on the 2022 when her trade had 30000 miles on it. Now her trade has 72000 miles on and a price was never given to my  knowledge on the 2023 until the GSM priced it. WE are sorry it took so long but the order process the last two years has been very difficult for us to supply inventory to our customers. We did not decide to change from 2022 order to 2023 order the customer did. WE are sorry we can not honor a price given in 2021 for a 2022  when customer decided to wait on 2023 model and put 40000 more miles on the trade in. We had hoped our customer would understand.  **** ***** **Tell us why here...

  Customer response

  01/31/2023

  [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:

   

  NEVER was a 2023 mentioned until Monday when I demanded the truth from your sales manager! Why would he tell me he would send me an order number AS YOU CAN SEE IN THE TEXTS, when in fact you didn’t even order a truck for us!! We have “ordered” a 2022 from you. And to further prove that what I am saying is true, why would **** continue to say that “our truck is in 4800 status, and just waiting to be brought to the dealer” had we ordered a 23, they weren’t even available for order when this happened!! We waited because we went off of your word!! Not to mention, in his last tests he admitted to “dropping the ball” and told us that you all had ordered not 1 truck like the one we had asked for but 30 of them. 2022 trucks that is, not 2023s! So when we wait for a truck you guys told us you placed an order on for us, and when you told us not to worry about our trade because you had it taken care of, we believed you. Apparently, this lie is going to keep going all the way to the top, because this lie that was told is very plainly in black and white, and you all refuse to admit what you did! Why when asked for an order number were we told that you would send us our order number if you never actually ordered us a truck? What truck did you keep telling us was in 4800 status per your texts beginning in FEBRUARY 2022 (since we were waiting on a 2022 model). And when I demanded the truth, the only thing we got was “oops I dropped the ball” and you’re going to sit here and blame me for waiting so long!!! WE WAITED BECAUSE YOU CONTINUED TO STRING US ALONG TELLING US A VEHICLE YOU ORDERED FOR US WAS COMING WHEN YOU NEVER ACTUALLY ORDERED A VEHICLE FOR US!! AND TOLD US YOU WOULDNT DEVALUE OUR TRADE. Had we not trusted you and BELIEVED that you had in fact ordered a specific vehicle for us we would had 100% went and purchased elsewhere. Because there was several times during this past year where I questioned **** about why it was taking so long, and specifically asked if “our truck” had been sold to someone else to make more profit or to get out of doing the deal, and ****’s response was, “I’m not that kind of salesman, you know me better than that” which I also have in text messages! 

  Regards,

  ****** ***

  Customer response

  01/31/2023

  [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:

   

  NEVER was a 2023 mentioned until Monday when I demanded the truth from your sales manager! Why would he tell me he would send me an order number AS YOU CAN SEE IN THE TEXTS, when in fact you didn’t even order a truck for us!! We have “ordered” a 2022 from you. And to further prove that what I am saying is true, why would **** continue to say that “our truck is in 4800 status, and just waiting to be brought to the dealer” had we ordered a 23, they weren’t even available for order when this happened!! We waited because we went off of your word!! Not to mention, in his last tests he admitted to “dropping the ball” and told us that you all had ordered not 1 truck like the one we had asked for but 30 of them. 2022 trucks that is, not 2023s! So when we wait for a truck you guys told us you placed an order on for us, and when you told us not to worry about our trade because you had it taken care of, we believed you. Apparently, this lie is going to keep going all the way to the top, because this lie that was told is very plainly in black and white, and you all refuse to admit what you did! Why when asked for an order number were we told that you would send us our order number if you never actually ordered us a truck? What truck did you keep telling us was in 4800 status per your texts beginning in FEBRUARY 2022 (since we were waiting on a 2022 model). And when I demanded the truth, the only thing we got was “oops I dropped the ball” and you’re going to sit here and blame me for waiting so long!!! WE WAITED BECAUSE YOU CONTINUED TO STRING US ALONG TELLING US A VEHICLE YOU ORDERED FOR US WAS COMING WHEN YOU NEVER ACTUALLY ORDERED A VEHICLE FOR US!! AND TOLD US YOU WOULDNT DEVALUE OUR TRADE. Had we not trusted you and BELIEVED that you had in fact ordered a specific vehicle for us we would had 100% went and purchased elsewhere. Because there was several times during this past year where I questioned **** about why it was taking so long, and specifically asked if “our truck” had been sold to someone else to make more profit or to get out of doing the deal, and ****’s response was, “I’m not that kind of salesman, you know me better than that” which I also have in text messages! 

  Regards,

  ****** ***

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