ComplaintsforJim Doran Auto Center

• Initial Complaint

  05/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I was interested in purchasing a 2018 Ram truck from this dealership. The dealership informed me that the truck needed to have the transmission replaced and they would do that under warranty. They told me the part would be in on the 13th of May and would be installed right away. I gave them a deposit and filled out a credit application. I was approved and verbally to purchase the vehicle based on the fact that I could pick it up on or about the 16th. After a few day I called the service department and they informed me that they had no idea when the truck would be ready because the parts were on back order. I called the dealership and canceled the deal. They informed me they would not refund my deposit. They misled me by giving me a completion date but in all actuality they had no idea when it would be complete. They wanted me to sign a bank contract with no idea when I would have my product. In reality they wanted me to make payments and take full responsibility for a truck they couldnt deliver when they said they would. They misled me and took my money.

  Business response

  05/19/2022

  **************** contacted the dealership to purchase a 2018 ********* Wagon from our dealership.  He was notified the vehicle was grounded as we were waiting on a transmission for it.  We had an estimated *** for the transmission on the vehicle.  Our team member was very direct with **************** that it was not a guarantee the transmission would arrive in the *** window as we had experienced several delays for the transmission on this specific truck.  We made sure **************** was aware that it could take longer but we would proceed forward with the purchase of the vehicle if he was ok with an open ended time frame.  He agreed and proceeded to obtain financing per his instructions.  After obtaining financing we agreed to allow **************** to keep his truck which he had agreed to trade in trade in as part of the purchase.  This would allow him to have transportation until the transmission arrived.  We made sure he was aware that the partial payment he gave us for the truck was to be applied towards the down payment of the purchase and was NOT refundable. We sent him a picture of our non refundable partial payment form and asked for his authorization to process the payment.  He confirmed his agreement and approval of these terms.  We informed **************** further that the vehicle was considered sold and treated as his. After mailing the paperwork to **************** we waited for him to sign the documents and return them as agreed.  After several days **************** informed us he had sold his trade in prior to the *** of May 13th for the transmission.  He demanded a loaner vehicle which we informed him we could not provide to him being an out of state customer.  We also informed him that he had changed the parameters of our approval through the lender and we would need to submit for a new approval without his trade in vehicle.  We then informed him we would need to reprint the paperwork for his purchase to reflect the trade in being removed.  **************** then demanded we give him his non refundable partial payment back on May 10th.  Our team worked to communicate with him that the partial payment was non refundable which he had agreed to and that we had openly communicated with him about the status of the transmission being an estimated time of arrival.  No one told him it would be completed by May 16th.  Regardless by May 13th **************** had sold his trade in, demanded a loaner vehicle, then demanded we return his partial payment.  Our team went above and beyond to keep him informed and in the loop as to what was happening with the vehicle.  Having been completely transparent from the start we reminded **************** that he breached the contract of our agreement by selling his trade in.  This is why we did not return the partial payment on the vehicle.  We have copies of the text conversations with **************** available beyond the 4 attached. 

  Customer response

  05/24/2022

   
  Complaint: 17222746
  
  I am rejecting this response because: We had two option on the table one being trading in my truck the other was me putting 15k cash down. I had not decided which way I wanted to go. You rushed out contracts for me to sign committing my truck as trade rather than cash down. You insisted I sign for a loan I had not yet agreed to, I hadnt even seen the truck yet. Your salesperson assured me that the transmission would be there on the 13th. I sold my truck and was going to put the cash down rather than take your low offer of ******. I sold it for 15k. When you insisted I sign loan papers I called your service and parts departments to insure that the salesman was accurate. The said departments informed me there was NO ETA for the transmission in fact they informed me they had no idea when it would be there as it was on back order. I tried calling the sales department frequently for 3 days with no answer or return call by the used car manager or the *** I text the salesman informing him I wished to cancel any deal we may have had due to the deception created by your sales department. I never signed your partial payment form and I never agreed to purchase the vehicle until the transmission was received and installed. If I had known the part was back ordered I never would have gave you a deposit. Would anyone sign loan papers, take on a loan for a vehicle when there is no idea when it would be delivered. You wanted me to sign a contract and make me responsible for a loan on a vehicle that I had no idea when I would receive it? You cant be serious. Who would do that. You were deceptive in your sales practices and tried to take advantage of a customer just asking for an honest automobile purchase. If I would have signed your contract that you insisted I do, you would have had my money and I would have nothing in return for indefinite amount of time. 
  
  Sincerely,
  
  *************************

  Customer response

  05/24/2022

  Here are supporting documents for my case. They state that I was trading my truck in but here is the purchase order with 15k down, no trade. I also enclosed their partial payment form that I did not sign. Thankyou 

  Business response

  05/31/2022

  Again, we would like to present a screen shot of his verbal/digital agreement to pay the NON-REFUNDABLE $500 which he very clearly states that he agreed to. Also, on the phone it is common practice for our cashier to reiterate that it is a non-refundable partial payment and he still paid via a credit/debit card. I whole heartedly believe our team was transparent, and thorough in disclosing information regarding the part the truck needed as well as the process in purchasing this truck.

  Customer response

  06/03/2022

   
  Complaint: 17222746
  
  I am rejecting this response because:
  
  Sincerely,
  
  ************************* I never spoke to a cashier. The issue isnt the deposit its the lies that accompanied it. I was told the part would be there on the 13th when they knew all along the part was on back order with no date of delivery. They insisted I put down a deposit even though they knew they were lying about the back ordered part. This is not the way a reputable company should operate. They just wanted the money and didnt care about delivering the truck. They wanted me to sign a contract to purchase the truck and make me financially responsible for something they knew I would not receive as promised. Their deposit contract clearly states it is void if promises are not kept. Promises were clearly not kept!!! What kind of company operates like this? I didnt sign or agree to their non refundable deposit what I athletes to was the interest rate a payment should I decide to purchase the vehicle. When I found out they lied about the back order or failed promise, I canceled. Look at the full text, he sent me the interest rate and payment info and asked me if I agreed at that rate, I agreed. I never agreed to a non refundable partial payment. I NEVER signed anything. This is all extremely deceptive on their part. All this for $500. They want to take $500 from a disabled vet because of greed. They know what they did. I never agreed to buying a truck that had parts needed to make it work on indefinite back order. What kind of company would do that??

  Business response

  06/07/2022

  The blue is our sales rep and the grey is ****************. He agreed to pay the non-refundable partial payment. 

  Customer response

  06/08/2022

   
  Complaint: 17222746
  
  I am rejecting this response because:in previous response from the dealership they claim a cashier spoke to me about this purchase payment. I never spoke to a cashier the salesman is the one who took my money. I never spoke to anyone else. They are clearly lying. I never signed or agreed to this paperwork. They even checked the box marked cash. I gave them my debit card. The form clearly states that that if promises arent kept it is void. They knew the part was on back order, lied to me and told the part would be there on the 13th. They lied again because they the part was on back order. No one would buy a vehicle with NO date available for delivery. The promise was broken, I never signed anything agreeing to a no refundable deposit. I agreed to the form that was above the form stating interest rate and payment amount. No one would agree to what they are insinuating. I certainly did not. I have filed a fraud report with my bank. They are not disclosing all the text. Its resubmitted! Nothing should change just waiting for the final approval but with the trade at ****** and 4k down with the warranty at ****% for 84 months $644 a month! That is the text I agreed to. I did not agree to any non refundable deposit.
  
  Sincerely,
  
  Darrin 

  Business response

  06/09/2022

  I am unsure how you have not received this yet. This will be the third time sending it. The agreement was met via texting as the customer told my sales associate he would rather communicate via text. We sent him the agreement, the document and asked him to sign it. He said he didn't know how and he would just agree via digital text. Then pay the $500 over the phone. As you can see in the text, he "agreed" to our document and as you are aware we received payment from him via the phone. The blue text bubble is my sales associate, the grey is ****************. 

  I am curious if you have asked him if he received his $500 which was his first pursuit for resolve. He received his $500. The customer was refunded his NON-Refundable partial payment back.

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