ComplaintsforChrysler Dodge Jeep Ram of Willoughby

• Initial Complaint

  02/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a used **** ****** *** *** with a trade **** ****** ******* ** *** **** - I accepted the deal based on the fact the car fax showed it was in accident but repaired. Over the next few days after purchase I noticed the vehicle still had damage that was not repaired. I wanted to return the vehicle back to the dealership and get my car back or just start over so they suggested after a lot of convincing to purchase another vehicle from the dealership so in this case the Subaru was in my name, and now I couldn’t get approved again so my mom had to get on the loan for the new vehicle which is a 2018 **** compass, they rolled over into the jeep. The warranty purchased from the Subaru also didn’t tell me about a tire and wheel package added to the **** plus another warranty on top of the **** so I’m paying $40,000 for a 2018 **** compass when I purchased the vehicle, the finance department folded the papers in half and just gave me a touchpad to sign in front of my own mom so they tricked me and my mom into a new vehicle another vehicle the 2018 **** compass I’m overpaying for this vehicle by a lot I cannot get it serviced in a timely manner. The customer service is poor , I have had issues with them charging me just for diagnostics that don’t make any sense for the car stereo that was out of date which was out of date since I purchased the vehicle and they charge me $150 to update the radio which I shouldn’t have had to pay for And I’m having premature issues with suspension and they want to charge a nickel and dime you for every little thing that you bring the car in for I want out of the vehicle clean with no repercussions. I do not want another vehicle from them and they have definitely taken advantage of me because I deal with anxiety and I’m clinically Under care of a psychiatrist, and I believe I was taking advantage of

  

  Business response

  03/11/2024

  *** ******** 

  I have reviewed your file here at the dealership. I would be happy to assist you with scheduling your vehicle in for service. As far as returning the vehicle, I am unable to do that. I could have our finance team cancel your service contract and refund the money to the finance company as another option. Let me know what you need from me and I will assist in helping out.

   

  Thanks,

  ***** *****

  General Manager

• Initial Complaint

  02/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Back in November 2023 I went to ***** **** *** and purchased a 2019 *** ******* I put down 500$ they knew my situation and I was on a tight budget. So they told me I was approved and my Monthly payments was 526.00 ! So I signed and drove off! So they called me back a week later saying that we had to do more paperwork so I went back up there and the finance person had me sign so more paperwork! I learned later when it was time to make a payment they told me that I had to pay 799.00$ car payment I’m very upset , they ripped me off I called the finance department and addressed my concerns she apologized and said that it was on me and the dealership, I contacted the General Manager and he is yet to get back to me! I pray that you can please help me in this matter! Thank You

  

  Business response

  02/13/2024

  I spoke with *** ***** on Saturday 2/10/24. I heard his concerns, and I suggested options on refinancing or trading in the vehicle for another option. He has my personal number and will be in touch with me for next steps.

   

   

  Thanks,

  ***** *****

  General Manager

  Customer response

  02/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** *****
  
  
  
  
   

  Customer response

  02/15/2024

  They never explained to me why they never told me that my payments was going from 524. To 799 they had me sign more papers and never gave me the option to say I didn’t want to move forward because if I would have new I would not agreed to this! I can’t afford this payment so they need to be held accountable and do what is right! Thank you and God bless 

  

  Business response

  03/22/2024

  RECEIVED VIA PHONE BY BBB STAFF MEMBER:

  The business has notified the BBB that they were able to come to an agreement with the consumer to buy back the vehicle. They believe the matter is resolved. 

  Customer response

  03/22/2024

  [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,
  
  ****** *****
  
  
  

• Initial Complaint

  08/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  . Willoughby Chrysler Dodge and Jeep contacted me by phone in July 2023 to trade my car. In August 2023, I contacted this company as a follow-up to start a trade on my 2014 ****** ****. This company ran over seven hard credit inquiries without my consent. When I contacted *****, the finance manager, to ask for a letter so I could have the number of searches removed since it was done without my per****ion, he refused. I ask that this company cooperate in providing the letter I need to complete the dispute to remove the inquiries since they were excessive and unnecessary. When I contacted *****, one of the sales managers, I did not ask him to run additional credit inquiries but to give me the amount needed for a down payment on a car loan.

  

  Business response

  08/30/2023

  I have been in open communication with ****. ****** about her situation and search for a car. I have her approved on a car that she likes and we are working to finalize the deal. 

   

  Thanks,

   

  ***** *****

  General Manager

• Initial Complaint

  07/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a *** 1500 in April of 2023. I had several issues since the purchase but I still have one outstanding problem. I was told by the salesman Josh that he was going to provide me with a second key for the truck since I only received one at the time of purchase. I was originally told that it was on order and then I was told it was delayed and it would be in at the end of May. I waited until the second week of June to follow up and nobody would answer my calls or emails. I decided to go back to the dealer shop and my original salesman made it sound like I should be grateful that he was going to get me a second key and he was actually doing me a favor by getting me a second key. He said he was going to check and find out what is going on but I haven't heard anything since and it appears to me that he has no intention on providing me the key. I tried to talk to management several times but nobody seems interested in addressing my issues. I feel like I have been very patient on this matter. It feels like a case of overselling and under delivering.

  

  Business response

  07/05/2023

  I apologize for the lack of communication on our part. I am going to have one of my service advisors reach out to set up a time to get the key handled.

   

  Thanks,

   

  Tyler Smith

  General Manager

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

• Initial Complaint

  11/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On January 23, 2021, I purchased a used vehicle from Chrysler Dodge Jeep Ram of Willoughby. In our conversation with the dealership we let them know that we would only purchase the vehicle at the agreed upon price if they fixed the axle seal leak that our mechanic found. They told us this was fine and they put a "We Owe You" in our paperwork. We left the car there with them for a few days for the issue to be taken care of. A little over a month ago we found out that the axle seal is indeed still leaking and that they don't typically just break like that, but last on average 50k plus miles. We have tried contacting CDJR of Willoughby several times since with both phone calls and through email. The first time I was able to reach someone who informed me that they did have problems a few months back and ended up getting all new people for their service department due to issues like this and that he could transfer me to the service department to see what record they have. The service department told me that all they could see was that there was indeed that part ordered for my car. I tried calling back to speak with someone else again and left a few messages. My husband also tried calling a few times to speak to someone about them checking the car and fixing the leak since that is what they were supposed to have done per our contract. He was hung up on at one point. I emailed our salesman and received no response as well. We have given them a month to get back to us with some sort of answer or resolution, but they refuse to respond to us at all. We do not recommend this place and now understand that we cannot believe a word any of them say. I can't believe that a business would completely block us like this and refuse to respond, it's completely immature and unprofessional as all we want is an answer as to what they can do about this. I think the honest thing to do would be for them to fix the leak as originally stated they would do in the contract.

  

  Business response

  11/12/2021

  We are reaching out to the customer and are willing to do a free inspection, if indeed the same leak is the problem we will fix it free of charge 

   

  *** *******

  General Manager

  Customer response

  11/12/2021

  [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 appreciate the response and look forward to resolving this with you.
  
  Regards,
  ******* *******  
  
  

• Initial Complaint

  11/02/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I purchased a SUV from this business on 7//9/2021, two things bothered me, I went there with a Chrysler- jeep friend and family discount and I was told I could not use it, which was a lie, and although I asked for the dealer invoice so I would know what my price would be and still nothing. Next on my paper work it states the car had 10 miles on it, when the truck was delivered to me on 7/10/2021, it had 786 miles on it! I called on that following Monday and I was offered a full detail and a tank of gas. This is a 2021 **** ******* *******, this vehicle immediately caught my eye and I knew it was for me. That is the reason I purchased the vehicle. Not only do I want an apology, I want the paperwork looked over and make sure this is the price I should have paid using the friends and family discount, next the mileage I deserve more than a dam detail and a tank of gas with 786 miles on my tires, gas, wear and tear, and i did not have the pleasure of driving those miles. They need to come up with a better resolution.

  

  Business response

  12/09/2021

  I have verified friends and family pricing, I want to apologize for the paperwork error, I am willing reimburse the customer upfront for the mileage error, the leasing company charges .25 per mile, I would owe the customer $196.50. I also would honor the original agreement of full detail and tank of gas. Thank You please contact me with any questions 

  *** *******

  

  Business response

  02/15/2022

  we are reaching out again today to try complete resolution.

   

   

  Customer response

  02/22/2022

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Good morning *******
  
  I am writing to let you know I received the check on Saturday 2/19/2022 from the Willoughby Chrysler Jeep,  We can now close the case..
  
  Thank you for everything
  *******, 

*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. ↩