ComplaintsforKim's Chrysler Dodge Jeep Toyota

• Initial Complaint

  01/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a 2021 Jeep Renegade, brand new, from Kim’s in March 2021. From the time of purchase until December 2021, the car was taken to the dealership for the same problem, at least 5 times. When the car had the same issue again, 2 days after having it repaired, I was given the option, by Kim, to let them attempt to repair the problem or I could go to the sales building and get a new car. From 5pm-9pm, we were quickly helped into a 2022 Jeep Compass. We were told that the first payment would be due January 4th 2022, to Chrysler Capital, the same lender used for the first car. The salesman said this was to make the transition smoother for us, which we appreciated. My payment on the first Jeep was $400 monthly. The salesman said that they managed to get my name on the loan, but that it would be $1 per day more than my last payment. I agreed, because $430 a month isn’t that much more than $400. I was unable to login to my Chrysler Capital account to pay my payment, and when I called after the holidays, was told that they had no record of my purchase. I called Kim’s repeatedly, but reached no one. Capital One began calling and asking for my payment, which they stated was due on the 2nd (not the 4th) and is $527 monthly! More than $4 a day more than my last payment! I have called Kim’s multiple times (we are currently in quarantine), have been hung up on twice when I request the complaints department, and have received no call back. I am now faced with ruining my credit, because this high payment, which I was lied to about, puts me in a serious bind. I need some sort of solution to this problem. The “lemon” 2021 Renegade that I returned to the dealer, was put out on the lot for sale, within the week. I feel foolish and taken advantage of. Because they were kind enough to stay open past business hours to help us into a new vehicle, I quickly signed all papers presented to me, and took the salesman at his word. We left the lot after 9p.m.

  Business response

  01/21/2022

  While we are both sympathetic and cognizant of the possible confusion that initially informed Ms. *********’ recollection of the transaction in question, what needs to be clarified, so that a more accurate picture of what transpired can be seen, is simply that Ms. ********* opted, while completing her paperwork during the Financing and Insurance phase of the point of sale, to purchase other products, specifically an extended warranty, that increased the total dollar amount that would ultimately be financed. By opting for this additional coverage, the purchase of this product increased the final, financed, amount which will, naturally, increase her monthly note. There are several documents that are clear that the payment went up and the dollar amount of the additional service contracts, that required a signature, If those documents are needed We will gladly provide.  

• Initial Complaint

  12/28/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  November is 18, 2021 I traded in my truck with the title and put 1,000 down on my new vehicle. I have insurance a tag and a month later there saying I need to put more money down or bring the the truck back I do not think it’s fair my first car note is not due until January 2, 2022. Can they do this to me? I’ve signed all the contracts and have the paperwork

  Business response

  01/21/2022

  Tell us Thank you for the opportunity to respond to Ms. ********’s concerns cited above.  Simply stated, when endeavoring to accommodate our customers who wish to purchase a vehicle with various payment options and ways toward the purchase, one of the many things required of us as the seller is to ascertain an accurate debt to income ratio, specifically when the customer opts to finance a new or used vehicle. A customer’s purchasing power, subsequent financing percentage rate etc…, is contingent upon an accurate, detailed accounting of her/his income. In working with Ms. ********, she opted to claim a tax deduction as part of her stated income calculation. Unfortunately, tax concessions/deductions are not acceptable parts of the equation when calculating a customer’s ability to pay for a new or used vehicle.  Naturally, when the necessary documentation arrived for the lending agency to evaluate Ms. ********’s options for financing, the discrepancy cited herein necessitated a re-evaluation of her ability to pay. These types of re-evaluation situations can result in various ways, leaving both the seller and buyer with having to “go back to the drawing board” to create acceptable terms under which a vehicle can be purchased as an item that is to be financed.
  We recognize the inconvenience this confusion has brought to the situation. We are eager to help any customer navigate the difficult and complex territories involved in financing a vehicle.
  
  With all of the above being said, we reduced our selling price to meet the banks requirements to keep Mrs. ******** in the vehicle she currently has. From our understanding Mrs. ******** is a Happy Customer if for some reason she isn’t please let me know.   why here...

• Initial Complaint

  10/05/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had to jump into buying this jeep to be able to run my mail route I bought it brand new with only like 37 miles on it about 6 months after buying it it starts making a popping noise and the vehicle would jump when you slowed down there was one time inwas at the gas pump filling my jeep up and it wouldn't crank I had to have it towed to Kims and they said it was my battery and then I paid something then went to get in the jeep to leave and they had not even put a new battery in it and the Manger did help me out with that but the girl *** that works in the service has been awful to deal with they should have on file everytime I have been there and if they had fixed that popping noise and the jumping when it started it wouldn't be in the shape it was in but it was almost like they choose to take so long on working on my jeep everytime I took it because I had that extended warranty on it and never fixed anything

  Customer response

  10/08/2021

  I purchased an extended warranty when I purchased the jeep and they told me my warranty had expired so I guess I domt have a warranty and I bought the jeep brand new with 30 something miles on it

  Business response

  10/15/2021

  October 15, 2021
  
  ***** ******* 
  Director of Dispute Resolution 
  ******************* 
  Phone: 601-398-1700 Ext: 105
  
  Ms. *******,
  
  We would like to begin by extending a sincere thank you to Ms. ****** and her father for purchasing the 2018 JEEP Compass from ***’s Chrysler.  And, out of sheer respect for the concerns, as best as we can glean them,  cited in her comments, we appreciate the opportunity to systematically address each itemized concern in depth with the hopes that Ms. ****** will come away with a broader perspective as it relates to our extremely limited exposure to the vehicle.
  
  To begin, Ms. ****** is clear to point out that the purchase of the vehicle was as a new vehicle with very low mileage. It is, moreover, no irrelevant matter that the first concern she cites, and only the second time our service department has had to interact with the vehicle post purchase occurs at mileage mark 32,672 dated July 30 2019. The complaint that the vehicle was producing a popping noise was not only addressed but subsequently repaired as a warranty claim at no charge to her. We can only presume that the repair cited on that repair order fixed the vehicle because there is no further mention of the concern at all in her repair history with us. In fact, it is not until mileage mark 54,301 miles and over half a year later,  as the repair order is dated February 28th, 2021, that we see the vehicle again for a completely unrelated concern.
  
  To her point, the matter of the vehicle not cranking was diagnosed as an auxiliary battery failure which is not the primary battery under the hood.  It is located elsewhere and her lack of familiarity with the vehicle’s design and equipment may have contributed to her presumption that the battery replacement did not occur. It’s not until the next repair order that the primary battery is replaced at mileage mark 74, 898 miles dated September 16th 2020.
  
  By her own admission, Ms. ****** states the vehicle is being used on a mail route. As defined by the manufacturer, this type of usage is considered “extreme usage” and will, inevitably, demonstrate items of wear and tear more readily. As the vehicle owner Ms. ****** is agreeing to absorb and assume, by virtue of her purchasing the vehicle, the responsibility to adequately maintain the vehicle and address malfunctions as they present themselves. To own a vehicle is to maintain a vehicle. This case is no exception.
  
  Here at Kim’s Automotive we strive for every customer to have an outstanding experience throughout their purchasing and servicing of their vehicle. The time that it takes for a vehicle to be repaired, unfortunately, is subject to variables, in many instances, completely out of the control of a dealership franchise. Parts delays, challenges with personnel both corporately and locally, and problems that arise in the role our customers play in the equation have increased in the wake of the global pandemic. This is certainly not unique to the automotive industry as is clearly demonstrated by every aspect of industry wholesale in all parts of the globe.  While we recognize and validate the difficulties possibly experienced by Ms. ******, we are more committed than ever to seeing through on our part of the relationship by helping her come to a level of confidence with her vehicle. There are no grounds, we believe, to entertain a buy back for her as the vehicle currently has over 100,000 miles and has, presumably based on the scant exposure we as a repair facility have had, has served her purposes well for the vast duration of that time.
  
  Best Regards,
  
  ***** ****
  General Manager
  Kim’s Automotive Group
  Laurel, MS

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