ComplaintsforCunningham Chrysler of Edinboro, Inc.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Received a card in the mail from Cunningham's with a code on it the early part of April. There was a number to call to see if you were a winner. We called and was assured that we had won one of the very nice prizes because our number matched. They took the card that we had left on the table while looking at a car so we couldn't compare our number to see what prize we had won. We were expecting a prize, not a $5.00 bill which tey claimed was our prize! That was NOT one of the prizes listed. We were stupid and trusted Cunningham when they said we were getting a good deal. The following week we realized that we got a bad deal. We checked the value of the car by putting in the VIN number with CarFax and the price if we traded would be around only $18,000!! On Edmunds site, a 2023 Murano is showing a fair price of $26,781 with only 13,000 miles. We paid $33,000 for a 2020 Murano that has around 64,000 miles on it! That was just a bad deal for us but a good deal for a company who "legally" was stealing from us. We called the repair department that week because the car's clock was not keeping correct time every time the car was shut off. They couldn't get me in until the next week. Two days before appointment, it started working so appointment was cancelled. I called Craig, the owner, and told him we did not get a good deal. He promised he would look at the numbers. I waited a week and called again and he was in an appointment. Waited and called again later that week and asked for Craig and was transferred to his sister because he was in a meeting again. She basically said too bad. I asked that Craig call back. I called again and again and finally got Craig. He said we got a good deal. I asked him if his parents got this "good" deal, if he would be happy. His reply was that his parents would never buy a used car....(definitely NOT from their son)! ***** went to see him on May 24. When he got there he was told Craig was busy. ***** said he would wait since Craig wasn't available. ***** went and got his lunch to eat and moved a chair in the doorway to wait. An employee said he had to leave and he couldn't wait there and that the police had been called. ***** said he would wait for the police. Another unethical lie that they had called the police (another scare tactic?). Another salesperson said he had to leave and knocked *****'s food from his hand. Salad went everywhere. He didn't even apologize or offer to buy his lunch (very professional, right)!!! If they had called the police why did they still want ***** to leave??

  Business response

  06/03/2024

  This is our response to this consumer's purchase of the 2020 Nissan Murano. There are numerous inaccuracies in the complaint.  

  1. The first sales flyers were delivered via mail on April 19 for a sale that started on April 23. This was not early April.

  2. Attached is a copy of the prize board for the sales flyer. The $5 prize, plus the odds of winning each prize, is clearly stated on the sales flyer. 

  3. The consumers were here for several hours and selected the Nissan Murano in question. Every dollar amount was made quite clear to this consumer. They happily signed the deal and made the purchase. It was about 3 weeks after this transaction that we received a call from the consumer. 

  4. After the consumer's first phone call to the owner, the consumer reached out to our general manager and asked if they could trade their Murano in. I was told I did not need to reach out to this consumer because they were considering a trade in of the Murano. We had an appointment with them, and they did not show.

  5. On May 24, the consumer showed up at the dealership without an appointment. The general manager, who is also an owner, attempted to talk to the consumer. He refused to talk to the general manager, and would only talk to the other owner. The other owner, Craig, was engaged in a Zoom meeting in regards to a health claim with an employee, and could not meet at this time. When the consumer was asked to make an appointment, he left. He returned a few minutes later, and pulled a chair in front of the owner's office, clearly intending to block the owner in. At this point the police WERE in fact called. The consumer was being quite belligerent with our staff. He finally left before the police arrived, and we called off the police. An appointment was made for the following Tuesday (the 28th of May) at 10 am.

  6. During this meeting, Craig explained to the consumer that it was a fair deal based on the price we had paid for the Murano. To show good faith, Craig offered the consumer the full price they paid against a new Jeep Compass. At this point, the consumer became verbally abusive again, and left. An offer to give this consumer the full value that they paid against a new Jeep Compass (which was a vehicle the consumer had suggested to the general manager they had an interest in when they talked to him on the phone) demonstrates we have made every attempt to help this consumer. 

  I sincerely hope this settles the issue.

  Customer response

  06/04/2024

  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.]

  Really, when the flyer arrived is that important?  It came in April.  Was that the same flyer that you attached?  Next time, we will take pictures.

  We contacted you the next week and talked to Mr. G******** (sp?) and not the general manager!   I wanted to know if the car that we traded was still on the lot.  We wanted to buy it back for our son.  I did tell him that we were very dissatisfied with the deal and NOTHING about trading the Murano in!  So you were not told we were coming in so you cannot use that as an excuse for not calling back.

  Next untruth,  we NEVER had an appointment scheduled that we didn't show!    

  At the meeting with Craig, he said, "I will WORK with you" NOT that he would give us the full amount of the Murano on a new car.  We were already "worked over" and didn't feel we could trust him.

  At the meeting, we had our 3 year old granddaughter, we did not get belligerent as was stated.  It was a civil conversation.  

  The issue of your employee knocking over my lunch was not discussed.  Did you forget that?  Also, after making an appointment, he went to the general manager and apologized if he caused any disturbance but he didn't think waiting to talk to Craig was asking too much.

  We want to make sure that you don't legally keep getting sales on the unethical ways that your company practices.  If you cared about your customers, had fair prices and were trustworthy, you wouldn't need to send flyers.  So, no, this is not the end of our complaint.

   

  Regards,
  
  ***** * *** ********

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  February 24th I was at Cunningham Chrysler in edinboro, Pa. I was there to inquire about a newer vehicle. This dealership took advantage of me. I had my daughter’s car that I could trade in but they didn’t want that because she doesn’t live close to me. I had a ATV, side by side that I mentioned for trade. They somehow managed to talk me into going to pick it up and trade it. I thought I was getting a newer jeep as advertised. I never looked at the car that they ended up selling me. A 2010 jeep liberty. I didn’t even drive this car there, looked at, anything. They insisted on driving this jeep to my house and getting the side by side picked up by a tow truck. They deceived me. I now have a car that I can’t drive because the frame is rotted out. The car they gave me will not be able to pass state inspection due to this reason. The car isn’t even inspected for a full year and expires in August. I’m a disabled man living off of Ssi and can’t afford the repairs or have the money to replace it now that they took my side by side on a trade. My daughter called the following Monday and they were not nice to her st all and wouldn’t let me return the car. They took advantage of me and what I had to trade and left me with a car that is junk. I am looking to get a drivable, safe car in return so I can travel to see my kids and grandkids and Pittsburgh.

  Business response

  04/15/2024

  We have received the complaint from the consumer. Here are our responses:

  1. The consumer came into the dealership, needing a vehicle. 

  2. It isn't that we didn't want the vehicle from his daughter, it was not here to appraise. 

  3. The consumer, as stated in the complaint, mentioned a 2 year old ATV. He also expressed an interest in the Jeep Liberty, which had just come in as a trade. The consumer wanted this vehicle, and declined taking a test drive. As we are not an ATV dealer, we contacted a local dealer to get a proper value appraisal. At this point, we spent several hundred dollars to bring the ATV to our facility on a flat bed. The ATV dealer made us a cash offer on the ATV. 

  4. Once we received the cash offer, we then made an offer to the customer. We offered the customer the 2010 Jeep Liberty Limited with 96,595 miles on it in exchange for the ATV. In addition, we paid the expense of bringing the ATV from his home to our place, and also paid all fees as required by the Commonwealth of Pennsylvania for vehicle transactions. We ALSO gave the consumer $4000 in a check, which he cashed. 

  5. The consumer signed multiple documents in regards to this sale, including the purchase agreement 4 times and the government mandated FTC Buyer's Guide which stated the Jeep was purchases "As-Is." There was nothing done in this transaction other than our helping the consumer get the vehicle he desired and putting some money into his bank account. 

   

  Customer response

  05/01/2024

  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.
  
  

  4-18-24

  I RECEIVED THE INFORMATION ON MY COMPLAINT ON 4-18-24 WHICH WAS ASSIGNED ID ********* I DROVE MY DAUGHTER'S VEHICLE TO DEALERSHIP

  THEY CLAIM THAT IT WASN'T THERE TO APPRAISE. IT WAS A BRAND NEW 2022 CAM AM DIFFENDER WITH PLOW, WHICH I HAD BOUGHT FOR MY BROTHER

  ******* ********* ****** **** ******** WE SOLD THE WOODS IN ORDER TO PAY FOR IT($32,500) IT ONLY HAD 1.5 MILES. I EVER EXPRESS INTEREST

  IN THE JEEP LIBERTY FOR NO ONE SHOWED IT TO ME IN MY OPINION THIS VEHICLE WAS NEVER INSPECTED THE ROCKER PANELS ARE RUSTED BASCIALLY

  MAKING THE VEHICLE, USELESS. I DID NOT WANT THE VEHICLE, FOR I DID NOT SELECT THE VEHICLE, OR ANY OTHER VEHICLE. I BELIEVE I WAS ROBBED.

  LEGALLY FOR THEY INSTRUCTED ME TO SIGN THE AGREEMENT I HAVE BI-POLAR, ANXIETY & DEPRESSION DISORDER. THIS HAPPENED TO HAVE AN OFF DAY 

  BECAUSE OF THIS I GOT ROBBED. I ENDED UP WITH JEEP LIBERTY AND $4000.00 CHECK WHICH THE JEEP BOOK VALUE IS ONLY $5000.00 +a $4000check =$9000 TOTAL AND STOLE A $32,500 SIDE BY SIDE CAM AM WITH A PLOW. IN MY MIND THIS IS NOT RIGHT TO TAKE 

  ADVANTAGE OF AN OLDER PERSON AND ROB THEM OF THEIR HARD EARNED MONEY. ALL THE VEHICLES THAT I PURCHASED THROW OUT

  MY LIFETIME. I HAVE NEVER HAD THIS HAPPEN TO ME. I GUESS THIS IS MODERN SALESMANSHIP WHERE THE CONSUMER GETS ROBBED

  AND ENDS UP WITH A VEHICLE HE NEVER SAW.

  Regards,
  

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

• Initial Complaint

  12/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Received a flyer saying that I won 10k. Called the dealership and was told that it was legit and even asked the employee if based on my code I won 10k. When I got to dealership I was told that my code needed to match not only the code on the flyer but that there was a second code they had in store. This was not what I was told by the store employee and not what was written on the flyer. They insulted me by giving me 5 dollars. Absolute scam of a business

  Business response

  12/13/2023

  Greetings BBB: Our response to the above claim is as follows:

  A copy of the entire sales invitation is attached. It is a 4 page invitation with the primary information regarding the Cash Bash on page 4. Page 1 is the introduction page, pages 2 and 3 detail the sale itself and page 4 handles the contest itself. The contest requires no money from the consumer, nor would purchasing a vehicle have an affect on the odds of winning.

  In looking at the rules the consumer received, please note there is no 'fine print,' but rather clear detail of the rules. Here are the rules, word for word, from the contest page:

  1. HOW TO WIN: PULL THE TAB ON THE COMBINATION BOX ABOVE AND MATCH THE PIN CODE. (If one looks at the pin code, one will see it is a 6 digit code. On the copy enclosed, where it says 'sirius xm,' the consumer's name and address is there. This was covered with a sirius xm paper for privacy concerns). 

  2. IF THE CODE REVEALED ON YOUR COMBINAION BOX MATCHES A WINNING CODE, YOU ARE GUARANTEED TO WIN ONE OF THESE PRIZES!

  3. WINNERS, CONGRATULATIONS! BRING YOUR WINNING COMBINATION AND THIS FLYER TO THE EVENT LOCATION TO CLAIM YOUR PRIZE.

  4. NINE DIFFERENT PRIZES ARE CLEARLY SPELLED OUT, INCLUDING THE ODDS OF EACH PRIZE. THERE IS NOTHING THAT STATES, IN THIS CASE, THAT THE CONSUMER WON $10,000. THE FLYER CLEARLY STATES 'ONE OF THESE PRIZES.' 

  5. IF THE CONSUMER MACHES, FOR EXAMPLE, THE PIN CODE FOR THE $25,000 PRIZE, THE CONSUMER WINS $25,000. 

  I can be reached at the dealership with questions

  Craig C***** owner

  Customer response

  12/13/2023

  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,
  ******** ********

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I feel as though my fiance and I were scammed by Cunningham Chrysler of Edinboro. They had a scratch off event and we thought we won so we took our card in and found we didn't but the sales man decided to sell us a Jeep Compass stating not to worry about the monthly payment on paper that was a little over $1000 a month and that we would have 3 months no payments and that after 3 months we contact him and he would refinance it and our payments would be around the same as our current car payment which was $483 as long as we traded in our current vehicle which was a 2019 Jetta. We traded in the vehicle but in three months we could not get a hold of him, we found out by the dealerships manager that he caused problems for other customers as well and that he was just there for the event. I was told there was nothing they could do about the vehicle. So now we have a vehicle we can't pay and it has plummeted our credit scores, years of us working on our credit and hopes of owning a home is gone. We had to get a different vehicle beings we already knew we were going to lose this one because of the monthly fee, we need a vehicle for doctors and we have a child, My finance is on disability and a veteran, I'm on disability as well and currently in college, we have a 12 year old son. So now we have a different vehicle that we have insurance on and we can't afford to keep insurance on the jeep as well. We tried to do a voluntary surrender to Chrysler Capital and we have been waiting for 3 months for them to come collect the vehicle. This took place at the end of May and we found out they mislead us beginning of August. The dealership manager said he won't take the vehicle back because it's been 3 months and we explained what happened he said others had an issue with this salesman as well and will be banned from coming there again for any future sales events but other then that we were responsible for the Jeep. Any information would be helpful, thank you.

  Business response

  11/16/2023

  Cunningham's of Edinboro 
  

  12481 Edinboro Rd. 
  Edinboro, Pa., 16412 
  To: 
  BBB of Western Pennsylvania 
  Dispute Resolution Specialist 
  Phone: 877-267-5222 Ext: 105 
  
  Re: c**** ******** 
  
  We are responding to the claim * ******** filed on 11-14-2023. For simplicity, the responses are numbered: 

  
  1. Cunningham of Edinboro has written documentation to back up each of the responses given. As these documents contain personal information from the complainant, we can only provide the documents with written consent of the consumer. 
  2. The consumer claims this transaction occurred at the end of May. It actually 
  occurred on 06-20-2023. 
  3. The dealership had a sale flyer which the consumer had received, and imbedded within the flyer was a 'no purchased required' contest. The consumer did win $5 in this event. 
  4. The consumer states 'the salesman decided to sell them a Jeep Compass. This is true. The consumer also elected to purchase the Jeep Compass voluntarily. This is, of course, the normal operation for an auto dealership: to sell vehicles. That being said, a vehicle sale CANNOT occur without the consumer electing to make the purchase. 
  5. The consumer signed a credit application (in this instance, there was also a 
  co-purchaser who will remain anonymous until such time as we are given written consent to provide this individual's information) in which the consumer claimed more than sufficient income to afford the 2023 Jeep Compass. 
  6. At no time has Cunningham's of Edinboro told the consumer 'you will have 
  3 months no payments.' In fact, the consumer and co-purchaser each signed several times that there would be 75 payments and the first payment would be due on August 4, 2023. 
  7. In August, 2023, the consumer did ask about possibly getting a different vehicle with a lower payment. We did inform the consumer that, under normal circumstances, most of the finance companies are more agreeable to allowing a consumer to trade in a vehicle after 3 payments have been made. 
  8. The consumer asked us to try in August, 2023, even though 3 payments had 
  not been made. When we did, we were alerted that the consumer had already purchased another vehicle, and that none of the finance sources with whom we work were willing to afford the consumer another loan. The consumer even admits the purchase of this second vehicle in the complaint. Contrary to what is stated in the complaint, the reason that we could not assist the consumer in taking the 2023 Compass back in on trade was entirely due to the actions of the consumer. As an auto dealer, we do not 'approve' or 'deny' auto loans to consumers. Our finance sources (banks and credit unions) make this decision. 
  9. The consumer mentions the 2019 Volkswagen Jetta trade on the 2023 Jeep 
  Compass. What the consumer left out was Cunningham's of Edinboro had to pay off $21,395 on this 2019 Jetta in order to complete the sale of the 2023 Jeep Compass. This was, according to The Edmund's guide (considered one of the most accurate used vehicle appraisal sites), several thousand dollars more than the value of the 2019 Jetta. 
  10. Cunningham's of Edinboro asserts it has no obligation towards the 
  consumer other than to provide excellent service. We are also willing to try to trade the consumer out of the vehicle that the consumer purchased in either July or August from another dealer plus the Compass purchased from Cunningham. This would, of course, still be the decision made by our 
  available lenders. I am happy to discuss in further detail, and, as stated in paragraph 1, also willing to provide all documents necessary for review with the BBB, if the consumer consents to sharing these documents. 
  Regards 
  Gilber 
  Craig C**** 
  Owner - Cunningham's of Edinboro 
  Phone * ************ 
  

  
  

   

   

  Customer response

  11/16/2023

  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,
  
  ****** ******

  The claim that we were capable of the monthly amount were false, I included paperwork showing that we are on disability and not able to pay the amount of $1,120.69. the name of the man there for.the event and told us false information was named Charlie A****** I can show that we tried contacting him several times as he instructed us to do so if need be. As for the 3 months of not needing to pay anything that was what charlie Alfred told us but when we came back into the dealership the first payment was already due. Also, I do apologize as I was wrong it was not at the end of May but the end of June. 

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am trying to collect money that is owed to me from Cunningham Chrysler Jeep of Edinboro, Pa for a canceled extended warranty. I was told by the warranty company that I was entitled to a 100% refund and that that money would come from the dealership. I canceled the extended warranty in December of 2022 the dealership was paid and has $3,500 that is owed to me that they will not release.

  Business response

  09/06/2023

  *** ****** is factually incorrect in stating that "she canceled the warranty" in December, 2022. *** ****** has filed a lemon law complaint against Stellantis AKA FCA. This is the manufacturer of the 2021 Jeep Renegade which she purchased. *** ****** has been informed on at least 10 occasions that Cunningham's of Edinboro is waiting for the manufacturer to provide information regarding where the refund on this product should be sent. I talked to an individual at FCA this afternoon about her case. I was informed that the vehicle had been repossessed by Chrysler Capital before the Lemon Law case was settled. FCA is contacting the lender (Chrysler Capital) in an attempt to retrieve the vehicle. In December, 2022, FCA informed the "warranty company" that this entire deal was being unwound. In March, 2023, Cunningham was sent two separate packages - one with the buy back paperwork, and one with the warranty "cancellation." I was asked to personally meet with *** ****** on three separate occasions in April and May of this year. On all three occasions, *** ****** failed to show up for the appointment. 

  In July, I was asked to send all the paperwork back to FCA, as the vehicle had been repossessed. This was the last communication I received from FCA. I am still waiting for confirmation regarding the outcome of this case. Assuming FCA has purchased the vehicle from *** ******, and also assuming that FCA has paid off the loan to *** ******, FCA would have the rights to this cancellation amount, as the warranty contract was financed with Chrysler Capital. *** ****** did not pay for this warranty herself - Chrysler Capital did. 

  As of today, I am still waiting for confirmation regarding where the funds should be sent. I have explained this to *** ******, and she just does not like the answer. I have asked the people at FCA to send their exact requirements regarding the proper entity to receive this cancellation. I asked for this in writing to my email address. 

  Business response

  09/13/2023

  "" Hello Craig,
  
   
  
                     I received a message that you had called in regarding the customer wanting to collect a refund on her warranty but needed something from us stating it was okay. It is okay for the dealership to refund the customer for her service contracts. We did refund her for them nor did Chrysler Capital.
  
   
  Thank you,
  
   Shelbi C***** | Repurchase Coordinator""
  
  
  
  _____________________________________________________________________________________________________________________________________
  
  
  
  Shelbi handled the repurchase, and finally reached out to us to let us know what to do with the warranty refund. *** ******'s check will go out on Wednesday, September 13, 2023.
  
  
  
  Please call me at ************ with questions. 
  
  
  
  Regards, 
  
  
  
  Craig C****

• Initial Complaint

  05/25/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  They aren’t honoring my warranty and they are falsely charging me for “labor” hours on tasks they did not perform. I have about 4 other witnesses who all will say the same thing about them. Chrysler Cunningham of edinboro. Whatever it’s called. Also left me to go with an ongoing issue to the vehicle I’ve complained about numerous times which I also have proof of. They keep charging me and won’t send me a copy of my warranty and I’ve asked 4 times. Called 4 times. They keep saying “it’s on the way” and never got a copy. Hiring a lawyer if you can’t help.

• Initial Complaint

  04/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  It's a scam going on they sent me something in the mail saying I'm a guarantee winner of $20,000 and basically got tricked and wanted my time because all they did was take personal information and name address phone number year make model of your car and how much you pay a month and they are filling out an application looking paper and then signs it going to the back and come out empty handed and says I didn't win so I feel they are scandalous and should not be doing what they are doing

  Business response

  04/22/2023

  A sales flyer was sent out to over 60,000 homes. A part of this sales flyer was a free contest. By free, it means no purchase is necessary to win. The contest portion of the flyer clearly states the odds for each prize. It also states that there are two steps to winning the prize. The first step was on the flyer received, in which the consumer was congratulated for winning one of the prizes. The words "guaranteed $20,000" appear nowhere in the flyer. The second step is on the prize board at the dealership. The consumer in question won $5. He was not required to make a purchase to win the $5. There were 4 major prizes listed in the flyer, starting at $5000 and topping out at $30,000. The odds for each of the major prizes was shown as 1:60,000. This means, with 4 major winners, there is a one in 15,000 chance for winning a major prize.

  Picture a lottery ticket with the odds of winning a major prize being 1 in 15,000. Now picture that, instead of charging $1 for this lottery ticket, one gets the ticket free and wins $5 JUST for playing. That is exactly what happened here. We had over 1000 people visit us during the sale. To date, we have had one complaint filed. Not one person who came in had to purchase a single thing in order to participate. 

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/23/2022 I purchased a vehicle. Needless to say I got a horrible deal. I was so mad I traded said vehicle shortly after to void the horrible warranty and gap policies they sold me. There has been dispute over the refund. I had the vehicle until 8/31/2022 putting less than 10,000 miles on it. The warranty was purchased for $4800 and the gap $1000. I did receive a refund of $1272 in October. After many phones calls over two months I finally got another refund of $2027. That’s roughly $3,300 out of $5800. Leaving $2500. I was told I would get a break down of how this works by an employee named Zack. I didn’t not get that information. I believe I am still owed money back from canceling those items. Any help would be appreciated.

  Business response

  01/04/2023

  This is the dealership owner. The information as provided by the consumer is sparse at best. The included documents were showing a purchase on a Mitsubishi from another dealership. I am here Mondays to Fridays, and have never had any conversation with this consumer. I did look up her cancellation on the two products in question, and both those products are what is known as an administrator obligor product - meaning between the consumer and the actual backer of the product. I would be more than happy to explain to the consumer, in person, the percentages used to calculate the refund that was generated by the obligor. All I require is for the consumer to contact the owner at 8***********. Just have me paged, and we can set an appointment. 

  Customer response

  01/12/2023

  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,
  
  ***** ***** ****

• Initial Complaint

  01/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Vehicle was dropped off October 20, 2022, with vehicle missing, knocking and engine and dashboard lights coming on. When we dropped off vehicle, we were informed that it would be 2 to 3 weeks before they could get it in. Received call November 10, 2022, stating vehicle was ready they did test drive just before we got there to pick it up on November 11, 2022, and they stated all the dashboard lights came on, told them not fixed yet I do not wish to take it till fixed. They called telling me that it was the aftermarket remote start the problem gave them permission to take it out. They called stating it was fixed went to take it out November 23, 2022, late got barely off the same issues were still there if not worse with the very same codes of issue it went into them in October. They were closed we had towed back to them on November 25 due to November 24th a Holiday. After several calls to for status they informed us that they were not going to work on it that it was, electrical or computer related issue and that the vehicle was junk, on phone conversation they did several contradiction statements as far as what they had done on the vehicle. We took vehicle and had it checked with a scan stating the very same codes came up that it went in for in October. Not only is that only issue but several things that were not done properly as loose screws and wires that are exposed that were not when went in. Battery cables loose and Hamonica balancer rubber bad and many other things that with what work was done should have been corrected when was doing the work that was charged to me. Yes, the cost may have been more if done properly but it was not done and may have caused damage to what was done making the work done worthless and more costly.

  Business response

  01/02/2023

  The consumer's vehicle was brought in for engine repairs. This was the first time this vehicle had been in our service department. The repairs as indicated by the repair order / invoice provided by the consumer in this complaint confirm that repairs were required to the engine. After these repairs were completed, several lights did come on, which indicated a series of issues with the electrical system in the vehicle. The engine itself was functioning properly, but there were other issues within the electrical system which needed repair. This vehicle is a Jeep Wrangler which was not purchased from us, and which had been highly modified during its 125,000 miles by the consumer's "regular mechanic." The vehicle in question is being used as (to the best of our knowledge) a mail delivery vehicle, which is one of the most taxing uses of a vehicle one can have. One of the modifications was the vehicle was a right hand drive vehicle, which may or may not have been performed by the manufacturer. We suggested that the consumer take the Wrangler to this mechanic, as he had done all of the modifications to the vehicle over the last 6 years and 125,000 miles of ownership. The issues with the electrical system are totally separate from the internal parts of the engine. We were not asked to make these electrical repairs with the initial service. The engine repairs were quite necessary, but additional repairs are required on this Wrangler to make it road worthy. 

  We performed the services that were requested by the consumer and spent considerable time and money on the parts required for those engine repairs. It is reasonable and fair that we are compensated for purchasing these parts and providing the labor. The additional, unrelated repairs remain the responsibility of the vehicle owner. 

  Customer response

  01/03/2023

  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.]
  There was only one modification done and that was a remote start was installed that Cunninhams had removed leaving bear wires doing so.  The vehicle came factory with right hand drive and everything else has no modification done.   What I use the vehicle for is in material it was brought to you for service to repair the vehicle and make it road worthy.   If you do not have qualified mechanics available to do the service you should tell customers we can't work on your vehicle, but can we refer you to someone that can or can we take your vehicle to this person to repair it.  Several things that came back to me that was not that way when I left it at your facility for the repairs and items broken to keep things in place.  As the owner yes, I am a woman and I do check my fluids regularly and am quite familiar with what it looked before it was left at your facility for repairs.  On November 23rd invoice you had called regards to engine lights coming on that it was the remote start that was causing the issue and removed it.  I did not get very far when the lights came on and it was still doing the very same thing it went in for you did not solve the problem, you may have partially did repairs but if not done properly it can be all done in vain causing more issues.  While we were in your showroom on December 15th and were able to talk to other people and they were having vehicle issues as well and not getting any resolutions either from the repair services at Cunninghams.  
  Regards,
  
  ***** *******

• Initial Complaint

  12/20/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 12/20/2022 I went in to the Cunningham Chrysler Dearlership because I got a scratch off advertisement in the mail stating that I had won $5000 cash. I called the number on the back of the advertisement and they stated that no purchase was necessary to claim this prize. When I went in to claim the $5000 I was then pushed into test driving and looking at a car. The woman Melissa and manager Charlie both tried to push me to buy the car. When I stated I did not want or like the car I was told that I was just pregnant and emotional and that I liked the car. They kept pressuring me until I caved into agreement to buy the car even though I knew I couldn’t afford it. I didn’t put any money down. They lied to me about how much the payment were and I realized this at signing. I tried to back out and was cornered into the office and told I was just young, pregnant and emotional and that I needed to finish signing. Tried to back out and return car; they threatened me with repo.

  Business response

  12/20/2022

  The consumer was in our dealership for several hours before selecting a vehicle. She and her fiance were quite happy and nice throughout the entire process. Even after she signed the necessary documents in order for us to obtain credit for her from one of our sources, she was smiling and having a great time. I am the owner of the dealership, and was in the showroom watching as this entire process unfolded. At no time was there anything negative expressed. She and her fiance even waited patiently for a different set of customers to finish up their paperwork, which took about an hour. Charlie and Melissa were nothing but kind towards her, and she was very friendly in return. 

  Her fiance was very supportive of this sale, especially as they were seeking a "safe vehicle for her to drive." Those were his words. He was very interested in her getting a safe vehicle, which is understandable. They left happy and even remembered to drop off a second set of keys. The deal was finalized, and everyone was happy. We even promised to her a complete detail on her purchase, and will happily follow through on this. 

  This was all on December 19, 2022 - not December 20, 2022.

  This morning, a man whom we had never met showed up in our showroom, and proceeded to use profanity at our staff. Our General Manager ended up talking to him. This gentleman was not a part of the sale in any way. He demanded that we take this vehicle back, and was beyond rude with our staff. When we explained that there was no return policy on vehicle purchases, he treated us with additional profanity and left the dealership. 

  We are committed to happy customers, but also are committed to honest communication. She was never put down at any time. I hope this clears things up. As she is the actual purchaser of the vehicle, she is the only person with whom I can have a conversation. If she wants to arrange a meeting with me, she can contact me at the dealership during normal work hours. Just ask for the owner. 

   

   

  Customer response

  12/20/2022

  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,
  
  ***** ********

*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. ↩