ComplaintsforCarter County Dodge, Chrysler, Jeep, LLC

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a jeep grand Cherokee 2023 in July 2023 this vehicle has had problems since shortly after purchasing it all kinds of electrical issues, and the business told me all kinds of lies to get me to sign the paperwork to purchase the sad vehicle and now they dont want to help me get into something that dont have issues or make it right. When I purchase this vehicle, they also told me they couldnt find it once it was found it was being loaned out to the ** sooners football coach, and they wrote in the paperwork that it only had 200 and some miles on it and once we received it, it had over 500 miles on it. The front fender was popped out and still currently has popped out and will not stay in.

  

  Business response

  05/14/2024

  The information has been reviewed and our General Manager is reviewing all documents along with our service manager.  

  Customer response

  05/14/2024

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

  

  Business response

  05/18/2024

  In response to ************************* complaint.  ********** does have a known issue with some of their radios which causes the radio to not function properly.  My service department has followed all the steps given by Stellantis to resolve the problems with the radio and unfortunately they are telling us there should be an update to the software in December.  We have reached out to Stellantis to see if we can get a new radio for ********************* but ********** says all the radios have the same software and it may not resolve the problem.  I reached out to *********************, gave her the number to ****************** to express her frustration with them and to see if they could possibly help get a new radio.  As far as the bumper being pushed out over the fender, we can get that fixed as soon as possible. Please reach out to me directly so I can schedule a day to get it in the shop.  I will also provide a loaner vehicle for the period of time we have the Jeep.

• Initial Complaint

  07/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Tuesday July 19th I went to purchase a truck paid a down payment signed paperwork. They kept dragging their feet and then finally after 3 days called and said they could do the deal but not with my credit. I told them I no longer wanted to deal and wanted my down payment back and they are refusing to give it back

  

  Business response

  07/23/2022

  In response to ******************** complaint. We discussed all the  numbers and the banks requirements and one of the requirements was for **************** to not quit his job.  We also took the $500 as a deposit to hold the truck that would be applied towards a down payment because we could not let him take delivery at the time due to his cosigner lived out of state so we had to send a driver to have her sign the paperwork.  We also told him he would not be able to take delivery of the truck until the deal funded by the bank. When we went to verify ******************** job he said he was going to quit the next day so the lender would not fund the deal. At that point **************** forfeits his deposit. **************** knew the whole situation and knew the $500 was to hold the truck (deposit) so we did not sell it. All vehicles are hard to come by at this time, putting down a deposit shows his commitment to purchasing and our commitment to not sell the truck out from underneath him. We could have sold the truck he was supposed to purchase several times but did not because we were committed to ****************. Also my managers and salesman spent several hours with *****************  We paid a driver to go to **********, ** which was about a 5 hour round trip. After I take out the pay for my employees and the driver we have no money to refund.  We feel like we held up to our end and that **************** should as well. We will honor the original deal as long as **************** has another job that will verify out to the lender and assuming the lender will purchase the contract with his new job. Thank you, *********************- General Manager

  Customer response

  07/25/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  I was never told the $500 was a deposit that was non refundable.  I was told it was the down payment and signed a paper agreeing it was the down payment. Again it was never mentioned that it was a deposit. I never asked them to send a driver to Midlothian to have paperwork signed they chose to do that and volunteered that service; so that they could make money and get a deal. 
  
  Sincerely,
  
  ***************************

  

  Business response

  08/18/2022

  Ok, so what we feel is right is to refund the $500.00 down payment less the driver fees.  We provided a driver to get his cosigner to sign paperwork because they could not make it into the dealership to sign there side of the paperwork.  The cost for the driver was $73.44 which leaves a check back to **************** for $426.56.  I hope this resolves the complaint.  If it does please contact me and I will get a check in the mail to **************** for $426.56. I have attached a copy of the check to show we paid driver to go to **********, ** to get paperwork signed. Let me know if there is anything else I can do.  Thank you, *********************.

• Initial Complaint

  01/06/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Carter county Dodge lied to my ******** & are billing us for a jeep that is higher priced then it was when it was quoted to us. They misled us into signing a contract & then won't send us a copy of the contract. They won't help us to resolve the issue & got very hateful tous.

  

  Business response

  01/07/2022

  I spoke with the Customer Yesterday, and explained to her that I wasn't active during her deal but I Will check on it  and give her a call back.  I looked over the deal and she signed every portion that required her signature.  I went over every number and the whole contract with her.  The vehicle is for her son and he also agreed to the financing with all the same numbers she signed for.   She called cussing our business manager and salesman about her son and what the numbers said, this again makes the 4th., time explaining it to her.  I called her back and explained them again and let her know that the business manager that signed her and her son up has *****.  I also ask her, if there was an issue why did she sign, if there was a problem with the numbers why did you sign.  She didn't answer the question, she just kept going back to the numbers.  I explained to her that there is nothing that can change about the financial numbers unless the bank she and her son financed it through changes it,  We can not, and I will be her contact and I dearly apologize for it even though I was not at the dealership or present at the time of purchase.  I can give her great customer service and be her contact and be here to start a new relationship with her and whether she is mad, sad or upset I will look into the issues after this point.  Unless she speaks with the bank on her end.  The deal is all done.  She claims she didn't know what the numbers are and didn't get a copy. I explained to her how and why are you griping about the deal and you don't have the numbers and didn't know what they are.  But from this point forward I will again be your contact and do my best to answer any questions or concerns she may have after this issue she claims.  

• Initial Complaint

  10/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2020 Jeep Cherokee latitude from this dealership on 9/26 /21 I gave them my address that I gave you but my license is a ******** address and told them oi moved to Tennessee but they sent all my paperwork that I need to register the car to ******** now my temp tag has been out of date for going on two weeks Ive called them a number of times to send a new temp tag so I can drive my car legally and they still havent sent one every time I call now they tell me its on the way or they cant send one and all I get is the run around I need a tag to drive my new car or they can give me my money I put down on it and take it back its doing me no good sitting here and I cant work without my vehicle

  

  Business response

  11/10/2021

  The customer never told us she moved,  until after several calls to her after it came back to us, the post office attempted twice and left a note.  I personally called all overaged Titles myself to insure that the consumer was aware and knew that there title was here so that they didn't receive late penalties. No answer no reply.  I gave up, a month later I talked to her here and told her we have had tried several attempts to get it in her hand.  She explained she was in the middle of moving and could get it.  She said she call and gave us the new address and that correct after we told her we sent it to the address she provided to us.  

• Initial Complaint

  08/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 21 Gladiator was brought in for an oil change and a tire repair, they kept it 5 DAYS for this simple service. Because I was not aware of the length of time they would keep it for an oil change and flat repair I did not think I needed to clean out my Jeep. My grandfathers *********** 9mm handgun, its holster and extra clip was stolen from the locked console. I tried to reach management but couldn't get a call back. I filed a police report and found out they have a history of this. I got a Jeep survey and when Jeep called them they finally reached out to the spouse not me, tried to blame it on a rash of break ins someone did with a sledgehammer. My windows were not broken. Someone had to have the key to unlock my console, steal the gun, and then relock the console without damage. I was then advised by *** that he is GM and in 20 years has never heard of anything ever missing from his service department, statistically impossible.

  

  Business response

  09/08/2021

  In response to the complaint from the *********.  The ********* scheduled online an appointment the evening prior to bringing in their Gladiator to repair a flat tire and to have the oil changed. The vehicle was dropped off at night, ***** got the keys first thing and wrote up a service ticket. Within 30 minutes he had the claim submitted through their tire coverage we sold them at time of purchase. The reason we had the vehicle here for so long was because the tire distributor had delays in getting the specific tire required. We moved as fast as we could get the vehicle in and out in a timely manor. We did have some cars broke in to and things stolen out of over the weekend they had the Gladiator in for the tire replacement. At this time we are still waiting for our security company to find any footage of the person breaking in to our cars. ***** states that he kept in contact with customer throughout this process. We were not notified the gun was stolen until a week after the ********* picked up the Gladiator. We do not know where the gun went, I interviewed the employees who worked on Jeep and they are unaware of any gun and say they did not go scrummaging through their Gladiator. The reason we called them during the survey was to try and resolve any issues that we had, a practice we do on all surveys. At this time if we get any footage from the night that we had theft when the Gladiator was here that shows their vehicle being tampered with we will address the *********. This is an unfortunate situation and we are doing what we can to resolve this complaint.

  Customer response

  09/09/2021

  
  Complaint: 15809243
  
  I am rejecting this response because: The dealership tried telling me they had cars broken into with a sledgehammer. My windows were not broken or smashed. My center console was not damaged. Someone at the dealership used the key to the Jeep to unlock the console, removed the gun, and then relocked the console so the it would not be noticed right away. I explained to the one manager I was able to speak to. I just want my weapon returned or reimbursed I do not think I am asking to much. I am ever willing to accept a replacement. I can file it on my auto insurance if they are willing to cover the deductible. I am highly disappointed in the lack of concern from the dealership in regards to this situation. We have purchased two vehicles from them and was about to purchase a third before this happened, I am still in shock that this would happen there. If they need a copy of the police report filed with the ******* police department I will gladly bring them one. 
  
  Sincerely,
  
  Meleray *******

  

  Business response

  09/10/2021

   Good Morning! My name is ******************* the ********** Manager here at Carter County Dodge.  I was unware that the complaint was filed to the BBB., or I would have had a earlier response.  So I apologize like about that,  but your vehicle was in service at the time that your items went missing. If that is correct, the dealership has signs posted at the time of registration, that's states that Carter County Dodge is not responsible for any stolen or lost items left inside your vehicle. The sign is posted inside the service bay above all the registration desk.  I took picture of it and sent it.  The incident that happen with the the ************************* is 100 percent true, I actually walked up on the ************************* and seen it along with the glass on the ground and told the service dept.  Then I immediately called our Security Guard to see if he seen or heard anything, he did not.  I then proceeded to tell ********************* the shop ******* to get all checked out and see what else had been damaged. We are not responsible for any lost items or stolen items it is now in the hands of the local authorities.  I have enclosed a picture of the sign.  I again I do understand your frustration and whys, again I apologize and I understand that it doesn't replace your belongings and sentimental value.  If you have any questions your more than welcome to call me at ************ or email me at [email protected]. 

  Customer response

  09/10/2021

  
  Complaint: 15809243
  
  I am rejecting this response because:

  So a sign makes it okay for your staff to steal from your customers vehicles? My truck was not part of this sledgehammer incident you keep referring to. It was stolen by one of your employees as a key was required to access the compartment where the firearm was. If it was sitting in the open I would accept some random person could have taken it. It was in a locked compartment that required the *** Bo. Someone with the key unlocked it, took it, then relocked it. One of your employees. There are only two keys to this Jeep I had one at home you all had the other. I k ow I didn't steal own firearm so that leaves only one other possibility. Please do the right thing here and return my property or replace it. I do not think I am asking to much. 
  
  Sincerely,
  
  Meleray *******

*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. ↩