ComplaintsforNorth Knox CDJR LLC

• Initial Complaint

  08/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  **** **** *** ****** I drove from South Carolina to purchase a new 2024 Jeep Wrangler Rubicon Unlimited ($64,000) from your dealership on June 26th, 2024. The purchase went smoothly, and the sale was excellent with *** ** (who no longer responds to me post-sale). NOW... It is now August 12th, and the SC DMV will not let me register my jeep as the paperwork has not been done by your title clerk. I am now illegally driving my jeep as I am required by law to register within 45 days in South Carolina. I ** * **** ******** **** ******** *** * ** ***** ********** ************ ** **** ***** **** *** ***** ***** *** ****** ** **** ** ***** * **** ****** ******* ***** *** ****** ** ******* **** *** ******* **** *** ***** ** *** ********** *** ***** ** ** ***** ***** ** ************* ** ******* *** **** ***** ********** ******** ********  I have been calling the dealership the past week and the sales team no longer pick up the phone to me and just keep sending me straight to the title clerk who never calls back. I have left numerous voicemails for the title clerk **** ********* **** ******* *** **** *** *** **** ** **** *** **** ****** **** *** ****** ** **** ** ****** *** ******* ******** *** *** *** *** ** **** ******* **** *** ** ******* *** ** **** ** ***** **** *** *** ****** *** ** **** **** *** ****** *** ** ********* *** **** *** ******** ****** ** ** * *** ******* ******** ** ******* ** ****** ** **** ** **** ******* ******** *** ******** ***** ******** **** *****************

  Business response

  08/13/2024

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

  I just went and talked with ***, who replaced our previous title clerk, *****, two months ago. She has tried calling you back several times, but it would not go through. She said she did speak with you last night and explained she had been trying to call you back. The South Carolina DMV bounced back the paperwork to us for a missing notarization (which is something that usually isn't needed in Tennessee title work). She explained to you that it would go out 8/13/24 overnight and even emailed the tracking number (FedEx 777925971680). It took a long time for SC to bounce back the paperwork to us via mail and we've been working on the situation since we received it yesterday (8/12/24)!  Until South Carolina sent it back to us we had no way of fixing it.  I'm glad you and *** have been in contact.

  Customer response

  08/19/2024

  
  Better Business Bureau:
  
  ** ** **** * **** **** * *** ** ***** *** ** *** ***** *** *** ** *** ***** ***** ********** ** ********* ** *** *********** *** the end result is that *** has done an amazing job now she has communicated with me (I never received a phone call, message or e-mail prior to reaching out to the BBB or owner).
  
  Since the day I reached out to the BBB and owner I received a phone call within a hour and proactive follow up.  *** continued to assist with the SC DMV as apparently the dealership was unfamiliar with their requirements when they sold the car and should have researched this prior to the sale holding up the registration process for 45+ days.
  In the end I am truly thankful for ***** dedication to customer service. 

  This resolution is satisfactory to me.
  
  Sincerely,
  
  *** ********

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is regarding a service experience at North Knox Jeep Dealership. 225 Callahan Dr, Knoxville, TN 37912 On December 7th, I brought my 2021 Jeep Wrangler Unlimited to North Knox Jeep Dealership for an inspection due to a popping noise when shifting from 2nd to 3rd gear. I was informed that this noise was deemed normal and was advised to continue driving my vehicle. On January 22nd, my Jeep experienced a malfunction where it became stuck in 1st gear, and an error code appeared on the dashboard. I promptly returned to North Knox Dealership for service under warranty. However, during the diagnostic process, the technician inadvertently turned off the vehicle, resulting in the failure to capture the necessary error code required by Chrysler for warranty consideration on the transmission repair. As a result of this oversight, I am left with a malfunctioning transmission that jeopardizes the safety of myself and my family. Despite my efforts to escalate this issue to Chrysler, it has been over a month since the incident, and I am still driving a vehicle in need of a new transmission, posing significant risks to my family's safety. I am deeply concerned about the lack of urgency and accountability displayed in addressing this critical matter from both the dealership and Chrysler. I urge the Better Business Bureau to intervene and facilitate a resolution that ensures the prompt repair of my vehicle's transmission to ensure the safety and well-being of all occupants. Thank you for your attention to this matter. Sincerely, ****** ******

  Business response

  02/22/2024

  Mr. ******, 
  My service Director has attempted to give you a call today after looking at the repair procedure for your specific fault code. The first step is to clear the code and see if it returns. we would really appreciate the opportunity to further investigate whether or not the fault code is due to the transmission or the transmission control module. Would you give us another opportunity to fix your Wrangler? 

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called and asked how much it would be to get my vehicle checked out and was told one hundred and fifty dollars. After it was checked, i was charged 210 and it was misdiagnosed. I was told that there was nothing wrong with the back of my vehicle but foundoutthattherearstruthada6 inch holeinit.. I asked for a refund and was refused. I believe their price quote is a bait and switch.

  Business response

  11/01/2023

  Thanks for your feedback.  I'm sorry to hear that you are frustrated. 

  For clarification Mr. ******** bought this vehicle from another dealership out of town.  When he brought it to our dealership he was already mad about buying a truck that was showing signs of problems.  Even though he was an unhappy customer from another dealership we took his vehicle and diagnosed it in hopes that we could let him know all of his issues in the hour that he paid for diagnosis time.  Our shop rate has recently changed for diagnosis and between the time he came in and the time he was billed out it was changed in the system.  Labor, shop supplies, and sales tax should have been $185.47 instead of the $210.43.  I will be happy to refund Mr. ******** the difference of $24.96.  I would have been happy to reduce his bill in the first place had he told anyone there was a discrepancy, but he signed his ticket, paid with his credit card and said he was taking his vehicle back to the dealership from whence he purchased the truck so they could fix it for free.  There were several things wrong with the vehicle that were not caused by the hole in the dust boot of the shock.  There were ABS lights to diagnose, ball joints, crooked steering components, and bad shocks.  We advised that he fix all these issues.  From what I understand the dealership he took it to fixed some if not all of his issues.  His truck was not misdiagnosed and he has not provided the diagnosis nor the repair that could speak to a misdiagnosis.  I would be happy to refund the $24.96 but I cannot accept that my technician's hour of time didn't tell Mr. ******** something noteworthy that he was able to use in bargaining with the selling dealer. 

  Thanks for coming to North Knoxville CDJR!

  Customer response

  11/01/2023

  I find it interesting that the price changed in less than 24 hours from the time I called.  I also think that shop supplies should be quoted  up front as part of the diagnostic fee. But honestly,  I consider that a business cost,  not a customer responsibility. I did bring up the issue of the different in cost,  but I was already frustrated because I was told when I came that I was supposed to look at my truck while it was on the rack, which was the whole reason I was there that day, however,  they didn't even know where my truck was and had to go find it.  Then he pointed under the dash and said see , the steering column is bent. I asked two more times what was wrong with the back and was told nothing. 

  The original dealer did replace the ball joints, and it seems to have fixed the front and warning lights.  But finding a huge hole in the rear strut after being told by Knorth Knox that there was nothing wrong with the back,  I feel it was misdiagnosed and I should not have to pay for that.

• Initial Complaint

  09/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a vehicle here last Saturday. As I was pulling off the lot I noticed a knocking sound coming from the AC. I called my sales rep immediately and he said he would talk to service about the issue. Fast forward to Thursday I dropped the vehicle off to get it sorted. I was then told that they wouldn’t take care of the issue and that I’d have to pay $400 to replace the blower motor! An issue that was clearly wrong with the vehicle when I purchased it. ****, the GM, refused to do the right thing and insisted I pay $400 to fix the pre-existing issue. Stay far away from this dealership if you’re looking for honesty and integrity. What a terrible way to do business.

  Business response

  09/25/2023

  A full refund has been provided today! So, so sorry for the inconvenience.

• Initial Complaint

  06/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  bought a 2022 ( new ) ram limited truck, and the windshield has been making wind noise took it to jeep to have it looked at and after 3 days they call and say its not sealed on bottom and they will may break it anyway its not covered under warranty. this is a factory defect that should be taken care of by them. i purchased the extended warranty and it don't cover glass. I purchase it new and it should be covered. i should not have to pay. they say its past the 12 months. i want them to repair my windshield put my tint on it and give me a rental car while repairing it. we only have 1 car as we live in an RV. my address is an Mail scan service. Thank you for what ever you can help with. we are only going to be here for 2 and a half weeks before going back out west. hunter from warranty department at Noth Knox said there was nothing he could do.

  Business response

  06/27/2023

  Mr. ****** brought his vehicle into our service department for an issue with wind noise around the windshield.  During the diagnosis of the issue there was some confusion as to what was causing the wind noise and some misinformation was provided to Mr. ****** by our service advisor.  Mr. ****** then contacted the BBB while he was in our lobby (before our service manager had an opportunity to speak to him).  Our service manager spoke to Mr. ****** and apologized to him for the confusion and also explained to him that the wind noise issue was being caused by a faulty windshield seal.  Our service manager also explained to Mr. ****** that the windshield seal is covered under warranty and that if the windshield is broken during the repair that the windshield will also be replaced and covered under warranty. Our service manager took pictures of the faulty windshield seal and windshield and submitted it to the manufacturer for repair authorization.  Once all of this was relayed to Mr. ****** told our service manager that he would have the repair made on his own the following week and would not return to our dealership.  We are still awaiting repair authorization from the manufacturer.  Once we receive authorization we plan to reach out to Mr. ****** to see if he would like to have the repair completed.

  Customer response

  06/27/2023

  
  Complaint: ********
  
  I am rejecting this response because: the dealer is telling lies again the said the windshield was not under warranty and that my problem was with chrysler not with them sense it was outside the 12 month window, because i bought the truck from chrysler not not knox jeep. I told them i had to do something about the window because they werent. I filld out complaint at home before going to dealership.  I did tell them they would mot see my truck again because they had it for 4 day and only changed oil and ballanced bad tires that i ask for a quote on. This is the worst place for lies. When i bought truck i bought buttler service that was to fix scratches and buff then clean inside and give loaner car while being serviced, all lies. The windshield is a defect that they know about and if its in a accident the window will fly out when air bag deploys. I did take to glass company got a quote for 2 grand. I did tell nkj to see what they can do but not at their shop, will take to sevierville but need rental as this is the only vehicle we have. They are not nice people only blaming new people for their treatment of customers.  Lies 
  
  Sincerely,
  
  ***** ******

  Business response

  06/28/2023

  Good news, yesterday afternoon Chrysler approved your glass seal repair.  They explicitly detailed that they would not cover the glass if it needed to be replaced.  They asked for us to submit more pictures and more detail if the glass needed to be replaced and they would let us know if they would approve the repairs based on the data after the fact.  As you can see this puts us in a peculiar situation with our 3rd party window vendor.  I'm really sorry that you are frustrated with us, but we do find it a little unorthodox that you created a BBB claim before coming into our dealership.  You've already stated that you will not be returning to our dealership, so why is the stated resolution for this claim for us to repair the problem?  It is probably best for us to both choose to part ways.

  Customer response

  06/28/2023

  
  Complaint: ********
  
  I am rejecting this response because: i agree we need to not see each other again. The BBB report was filed after your people said it was out of warranty. I stand behind my claims they you guys lie and mix up the facts. Tell me who the general manager for chrysler is so i can contact them to get my truck elsewhere as your car lot said i bought it from chrysler not you. I will leave the complaint unresolved. Your people are them most unreasonable people ever. Will deal deal with chrysler. 
  
  
  ***** ******

• Initial Complaint

  03/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2020 Ram truck from North Knox Dodge on 05/02/22. After roughly 6 hours of negotiation and ultimately making the purchase, I jumped on the interstate to head home. Immediately upon heading down the interstate, I heard a high-pitched, whistling noise on the driver side. It sounded as if the window was barely cracked and not rolled up all the way. After checking all windows, and turning a few other controls on the dash off, I was unable to make the noise go away. Within 24 hours of purchase, I informed the salesman via text of this issue (see picture evidence). After 2 additional trips up to the dealership and both the sales & service reviewing the noise, I was scheduled for repair and assured that I would not be charged, as the truck was sold to me with this issue, not disclosed, and did not occur under my ownership. -5/16/22: my truck went in for repair and I was informed they would need three days to fix it. Not only did it not take 3 days, but the dealership kept no communication and I had to call multiple times to figure out when I would have my truck back. All in all, they had my truck for 9 days which left me without a truck (which I need), and to make matters worse, it was 9 days worth of repair only for the dealership to tell me they were unable to fix the problem. The Service advisor informed me they would create a star case and they would call me when star case would Advise them on how to make the repair. What was more concerning was the finding that was discovered through this meeting from the service advisor. It turns out there were 2 existing service bulletins for this exact same issue prior to the truck being sold to me. The dealership made claims that this truck went through an extensive Inspection prior to being sold to me. This would mean that the dealership was either aware of this issue, and did not disclose it to me, or was dishonest about their extensive inspection, and didn’t even look for this issue despite the fact that they knew the service bulletin. -7/7/22: A little over 2 months into owning the truck, still the same issue, and zero communication from the dealership. At this point, I called in and spoke with *****. I was informed that the service department was making some staff changes and had previously suffered in the communication department & for that he apologized. ***** asked for information concerning my case, said he would research the active issue and would be sure to get back to me. -7/15/22: Yet another week gone by and zero communication. I called in to get an update, asked for *****, was unable to reach him, so I left a voicemail. -7/25/22: Again, another week has gone by and ***** has not returned my phone call. Now it has been 3 weeks since my original call to ***** and not even a courtesy call back to simply give an update. I once again call in, received his voicemail and left a voicemail. -8/9/22: Still not a word from *****, despite my attempts. Seems the dealership is trying to write me off and appears that they just want me to go away. Yet again, call in to try to get an update, receive *****’s voicemail, and leave yet another voicemail. It has now a month since my original call to *****, and I am now 3 months into I owning the truck with the exact same issue that they sold it to me with. -8/30/22: Same story, I call in again and inform the individual answering the phone that I am having trouble getting through to ***** and I’m told that he is currently in a meeting. I leave a message with the receptionist for ***** to call me and asker her to notate that I have been calling in but yet I’m not getting a call back. -9/9/22: It’s now been 2 months since my call to ***** where we spoke on the phone and he assured me that he would get back to me and still nothing even with my multiple attempts for communication. Just to recap, this is now 4 months into ownership with the same issue that the dealership sold me vehicle with. Realizing that ***** is likely not going to call back, I once again had to visit the dealership in person. During this visit, I spoke with ****** and ****. They admitted to previously having communication issues with customers and apologized for the lack of communication and even admitted they really didn’t have an excuse as to why that happened. ****** stepped in and assured me she would take care of the issue. She told me to give her a few days to look into the case and determine the best approach to fix my truck. -9/12/22: ****** reached out to me and scheduled for me to come in on 9/13 to drop the truck off for an hour or two and check the wiper cowl. It was determined that this wasn’t the issues. My truck was then schedule for get another service appointment where I would yet again be without a truck (which again, I need a truck). -10/10/22: Truck was brought in for service and kept till 10/14, where the dealership yet again, attempted to fix the wind noise, and yet again was unsuccessful. So yet again, I received my truck back with the same issues since day one. I was told someone would get back to me within the next 2 days to determine the next course of action. -10/20/22: No one touched base with me, so I had to touch base with the dealership to see what the next plan was. I didn’t hear anything back until the next day and they said they would have to bring my truck in for service again. -11/7/22: Back into the shop again. Yet another fix was attempted and I received my truck back on 11/10 with the exact same issue from day 1 that the dealership has been incapable of fixing. I’m now 6 months into ownership, dealing with the same issue. -11/6/22: *** called and said they would have to order some parts for my truck and schedule me in yet again. -11/28/22: Back to the dealership to attempt another repair. -12/02/22: The dealership called & said they were done and I could pick my truck up. FINALLY, after all this time, they said they have fixed the issue! 7 months and new NUMEROUS attempts later. What a story, right? I wish that was the end… yet again, I get on the interstate upon leaving and not a single thing has changed. I have no idea why the dealership made claims that the issue was fixed when not a thing has changed. It’s the exact same issue as day 1 which which only left me feeling BEYOND frustrated but also feeling that the dealership may be dishonest. Upon leaving I called back in and spoke with ****** to inform her that The noise was still there, and nothing was fixed. She asked me to bring the truck back in so they can hear it, so I did. Their mechanic, ***, did a ride along with me, and admitted that the noise was still there. Upon arriving back at the dealership after the ride along he also informed ****** that the noise was still there. At this point ****** and I had a conversation about where we are at as a whole. She claimed that the dealership was attempting the repairs just as a measure of good faith and that they were not required to fix the issue. She told me that there was nothing else that they could do and that they were done attempting repairs on my truck. Upon voicing my opinion on the issue, ****** determined it was best to get the dealership manager, ******, to take part in the conversation. I spoke privately with both ***** and ******, and they continued to stand by the fact that they were done making repairs on my truck and we’re not required to take care of the issue. Frustrating enough, ****** continue to add insult to injury by saying that she could make an offer to buy the truck back, but she informed me I likely wouldn’t like her offer. Why she continued to take the step to make an offer knowing I likely wouldn’t like the offer is beyond me. ****** ended up offering me $35,000 for my truck despite the fact that they sold it to me for $45,000 just 7 months earlier! If you factor in taxes and fees, my total loan was for roughly $56,000 and now I have a manager in front of me offering to buy it back for $35,000. If anything, it was more of a slap in the face to ask me to take a $10k hit after having to go through all of these charades for a vehicle that should have been properly inspected and repaired before it was sold to anyone. Needless to say, the meeting did not go well. To make matters worse, after having my truck back, I discovered that the climate control is now not working correctly. (To give a little more information, the dealership had just completely taken the dash apart, and was working on/in that area.). So now not only do I have a truck that still has high pitch wind noise, but now I have climate control that does work properly. -12/22/22: After getting nowhere with the dealership, I decided to escalate things by making a claim with Mopar corporate. On this date, I started a claim. -12/29/22: ****, my case manager called to discuss the issue. I informed her of what was going on and it was her opinion that there likely is a seal that is bad or an issue with the way the windshield is sealed. She said she works well with North Knoxville and advised me to call and talk with *** to request that they schedule me in with service to take a look at the windshield. -12/30/22: Called in to North Knoxville, and I spoke with ***. I explained that **** had advised me to call in and schedule for service and *** put me on hold, and upon returning to the phone says that he cannot schedule me in and refused me service with the dealership, claiming that, I had legal representation (an attorney). So on top of everything, now the dealership is refusing me service. To Further elaborate, during my meeting with ****** and ****** , I had at one point made the comment that I felt an attorney may view things differently with some of the claims they were making. Even after speaking with **** at a later date, at no point, whatsoever, had I hired an attorney, at no point whatsoever did the dealership Receive any information that I had legal counsel because it did not exist, and at no point during my meeting with ****** & ****** did I say that I was hiring an attorney. But yet nearly a month after this meeting and the dealership still receiving zero information of legal representation, they still chose to refuse me service which I’m sure was an attempt just to get rid of me. -1/3/23: I spoke with **** to let her know what *** said, and she said she would touch base with him and see if they could work something out. It is now 2/25/23 and I have not received a call from either Mopar corporate or the North Knox dealership. I have now owned this truck for 3 months short of a year and am still dealing with the same existing problem the dealership sold me the truck with, in addition to the problem they caused while trying to fix it. Additionally, I am out countless hours of time in dealing with this matter between phone calls, emails, and 50 minute drives EACH WAY to the dealership location Each time I have to make a trip. This is truly the worst experience I have ever had with a car dealership. *Please reference photos for supporting documentation to back these claims.*

  Business response

  03/16/2023

  I am hearing something just a little bit different from my service staff.  They are telling me that it may be the large aftermarket racking system that is making the whistling noise.  Have they mentioned this to you in any of your visits?  Maybe if you were to remove the racks the whistling problem would be fixed.  Since none of our other efforts have been able to remedy the situation it might be worth a shot.  I asked the service director and manager if they knew about your climate control problem and neither of them have heard that problem, but it seems feasible that an electrical plug could have been knocked loose or pinched in the dash removal/assembly.  It is our standard practice to stop all repairs when a customer threatens lawsuit on a particular repair job.  Whether we can fix the car or not we have found the lawsuit and the lawyers override everything and it is typically best if we just stop trying to help.

  Business response

  03/20/2023

  We've spent around $4,000 in tech time on your vehicle and we were unable to fix the whistling noise coming from the outside of the used vehicle.  Also, Chrysler was unable to successfully guide us in fixing the problem.  When you became unpleasant with a few of my team members we decided to stop working on the problem for free.  No promises have been broken and you are welcome pursue other avenues of labor.  We had no knowledge of the secondary issue until you began sending BBB claims.

  Customer response

  03/21/2023

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

  You’re admitting you still haven’t fixed the original issue.  You have now been formally informed of a second issue you caused while attempting repairs (Mopar corporate records their conversations so this is well documented when it was originally reported to Lori on 1/3/23.)  But yet you continue to take a firm stance on doing nothing moving forward to remedy either.  Not a good way to treat customer and do business in my opinion.

  So I will flat out in no other worlds- is your dealership going to do anything to fix the wind noise or climate control issue you caused while attempting to fix the wind noise?

  
  Sincerely,
  
  ***** ******

• Initial Complaint

  01/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2022 Jeep Compass High Altitude from North Knox CDJR on 11/15/22. After driving the vehicle off of the lot the radio stopped working. The vehicle was dropped off for service on 11/17/22 and remained at the dealership until 1/26/23. After receiving the vehicle on 1/26/23 the radio stopped working again. I am being told that there is nothing that can be done at the dealership level and that I am stuck with this vehicle. After some research, I have found that this is a known issue among dealerships and Jeep Corporate. The vehicle was not properly tested before being sold.

  Business response

  01/27/2023

  I'm so sorry you are frustrated with the quality of the radio.  Have you opened a Chrysler Customer Care Case or a Jeep Wave Case?  That's the next piece in the puzzle from here.  Jeep Wave is 844-JEEP-WAVE These are the folks that make sure that you are getting all the support from the brand as possible.  Unfortunately, we are a retail facility that sells and services the product, and we do not build or put the vehicles together or select the type of radio to go in them.  We will continue to help with all your vehicle needs but please open a Jeep Wave Case so we can continue moving forward with getting a radio that works.

  Business response

  01/27/2023

  Wow, I am so saddened to hear that your vehicle broke down this morning.  Let's get your vehicle into our shop as soon as possible in order to rectify your problems.  Sometimes when it comes to radios the factory won't let us move very far until they hear from the customer.  I'm trying to assist you in getting to the next step so we can fix it.  Unfortunately, our hands are tied with red tape sometimes and it does take a customer care case to be opened before we can move further.  On the other hand, the electrical issues that made your vehicle break down will be a different story.  Can we take another shot at repairing your vehicle?

  Customer response

  01/30/2023

  
  Complaint: 18936173
  
  I am rejecting this response because:

  Update:

  I allowed North Knox CDJR the opportunity to fix the new electrical issue. I received a call on Friday 1/27/23 from the assistant GM Mark who was very upset that I am utilizing the BBB to file a complaint. 
  

  as a result of my complaint Mark requested that I bring back my rental car and they will no longer provide their services to me and my wife since there is no solution the radio issue. I will have to jump through more hoops to accomplish my goal of receiving the product and service that I paid for 2.5 months ago.

  To add insult to injury, my Jeep Compass radio stopped working on the way home again  today after picking it up this morning on 1/30/23. 

  I have given up on receiving any help on this issue while Mark is in charge of this dealership and customer service. My goal at this time is to create awareness to the situation in order to warn potential customers of this dealership what they are risking when purchasing from this dealership.

  We are currently seeking different avenues to bring awareness to this issue.

  
  Sincerely,
  
  Julian Jackson

• Initial Complaint

  11/14/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a jeep on August 24th, 2022. The jeep was brought to me I ask the salesman about how you go about getting the car transferred into my name and tags on the jeep I was told they paid all taxes in Tennessee and they would send me what I needed to get the jeep tag in Ky and in my name. I received the paperwork in the mail. I went to the clerk's office the lien release had never been put into the computer so the jeep was still showing it had a lien it from the previous owners the lien release paper was a copy and Ky doesn't take copies for a lien release so I had to call the salesman and have them send me the original lien release which I actually only took a few days after I received the original lien release paper I went back to the clerk's office and the title isn't fill out right they didn't fill out the back of the title. I reached back out to the salesman he said he would have to get ahold of title lady few days went by I text him again and he just kept making excuses of why he hadn't been able to get ahold of the title lady. As to this day I still don't have the jeep in my name. I am getting ready to make my 2nd payment on a jeep that isn't even in my name. I am driving around with no insurance because the jeep isn't in my name. The bank with the loan has nothing to prove that the jeep is even mine. I reached out to the car lot on 11/7/2022 and talk a manager and ask if they would just come and get the jeep and just scratch the deal them take the jeep and give me my down payment back. He said give me a little bit and I will call you back he has never called me back. From what I have found out the car lot has 15 days from the purchase date to have the vehicle transferred into the new owner's name and this is something the car lot should be taking care of not the customer.

  Business response

  01/03/2023

  Business Response /* (1000, 5, 2022/11/14) */ My title clerk has tried to reach out to you three times by phone and one time by email today since receiving this complaint. The accounting and titling department had no idea you were having this issue as we thought we sent you everything Kentucky needs to register the vehicle. I believe in Kentucky you have to have the vehicle present to register the vehicle and we couldn't do that part for you, that's why we try and send you everything necessary. We will help you fix this easily now that we know about it. Thanks!

• Initial Complaint

  07/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2019 Tundra from North Knox CDJR in December 2021. The vehicle had some cosmetic issues and I specifically asked if the vehicle had been wrecked. I was assured by the salesman () that it had not been. In February 2022, I discovered wood shims used as repair behind a door panel. I took it to the body shop and multiple issues were pointed out to me. I began dealing with at North Knox CDJR at this time and we were focused on the driver's side door area. He admitted that this vehicle never should have made it past inspection onto the lot and should have went to auction. He agreed to fix the doors at their body shop because the previous repairs were not done properly. Between that time and now, it has come to my attention (and North Knox's) that the entire vehicle has had substantial damage and been repainted. The same issue is present; it was repaired incorrectly and paint is failing or will fail on nearly every panel of the truck. Most of this was pointed out by employees at their own body shop. I am requesting that the entire truck be painted when they fix the doors based on the following; I was assured the vehicle had never been wrecked. It's not possible that this vehicle went through multiple inspections by a professional and these issues weren't noticed. admitted the truck never should have made it on their lot when I pointed out the issues from the previous wreck. Repairs were agreed upon to damage we were aware of AT THE TIME because the previous repairs were done improperly and it would cause long term issues. The repairs I'm requesting all fall under that; hidden damage and it was improperly repaired. At this point, has told me they won't repaint it all unless I can convince the GM to agree to the repairs. I have been dealing with him directly since February. I emailed the GM two weeks ago stating everything here and have not heard back. I have attached a few pictures and I have many more if needed

  Business response

  07/19/2022

  Upon diving into your customer and vehicle profile the very first thing I looked at was the CARFAX report. As a dealership that is the front line of protection that we have to defend against vehicles that are not all they are advertised to be. CARFAX even has an avenue of protection for customers against cars with hidden secrets. This Tundra has absolutely no indication that anything in it's past was remotely related to an accident. That is 100% the reason that the sales department believed it had not been in an accident. The reason we pay for CARFAX is so we can provide the honest history for customers. I think you can agree that the sales department tried to fulfill your requests by offering to paint the parts of the truck that you weren't happy with. The number one reason we aren't looking to repair any more of the imperfections you are finding is that this relationship will never end. You will feel like we did you a disservice by selling you the truck in the first place and you will never be happy whether we do an entire repaint or not. You did not buy a service contract for the vehicle which means that you decided to take this vehicle into your possession with the understanding and confidence that if anything goes wrong with it you would take full responsibility. You also signed an "AS IS" statement that is an admission that you are accepting the vehicle and all it's flaws. For these reasons we cannot acquiesce to fixing your issues with the truck each time you find a problem that you are unhappy with. However, in an attempt to take care of you as a customer we at North Knoxville CDJR are open to the idea of trading you out of this Tundra for a non-biased average trade-in value. If this is something you would be interested in please contact Mark or myself and we will get the process in motion to put you in a different vehicle of your choosing. Consumer Response /* (3000, 7, 2022/07/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) It'll end if you'll paint the truck. There are plenty of other issues I haven't bothered to bring up. Failing paint from previous damage is a huge issue that I shouldn't be dealing with. I get that the Carfax was clean. I don't think Tim knew how messed up everything was. But I do believe Mark when he said this truck should have never been sold on your lot. Someone knew or didn't do their job. I didn't buy a service contract because I trust the brand and believe I won't have mechanical issues. Even if I had, service contracts don't cover hidden damage and failing paint. "You bought a used vehicle" is an excuse I expect from a small, shady dealership. Not a large reputable company. You're essentially telling me to deal with it after your own customer relations manager has admitted north Knox was wrong in selling this truck. If trading me out will recover all the equity from my previous trade, the money I've put into the truck, the payments I've made, and loan fees then I would be interested. Otherwise I'm just losing thousands whether I keep the truck or give it back. Business Response /* (4000, 9, 2022/07/13) */ We have painted a portion of the truck for you already. That's how you should know that we aren't a small, shady dealership. And we do care about our customer's concerns. You stated previously that the portion that we painted already would "end" your concerns, but we are still in this unfortunate situation where you would like us to continue spending more on the truck you had confidence in while you were on the lot. I believe your next steps are to pursue Carfax for the clean representation to both our dealership and yourself. If you'd like to discuss my option of the trade further we can do so, but we will not perform any more paint work.

• Initial Complaint

  03/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  February 23rd through March 2nd. We had our 2019 Ram serviced at North Knox Dodge. They did their job on the electronics replacements and we paid for them. Then they said that they needed to replace the window seal so that a leak does not cause the same damage to happen again. They further said that IF they did this they MAY break the window, and if THEY broke the window WE would have to pay for it. We spent two days on the phone going back and forth with the Service Manager. Ultimately he swore and yelled at my wife, and was rude to me. They then refused to service the truck. We spoke with another dealership that told us if they did the service and it breaks they will pay for the window just for good customer service. We are taking the vehicle to them instead but it doesn't change the fact that they yelled, swore, refused service, and tried to basically extort us for more money. also told my wife that we would not be charged for current service, then backtracked when we got there.

  Business response

  03/29/2022

  Business Response /* (1000, 5, 2022/03/03) */ I understand that are frustrated with their vehicle, but I listened to the phone calls that the had with my manager. My manager carefully explained that this is a tricky operation to remove the window in order to replace the seal that was leaking. He also stated that there is a small probability that the window could break. When this has happened in the past, the third-party company that does our glasswork would not pay for the breakage because of the level of difficulty and faulty nature of the glass from the factory. Both decided that they shouldn't be responsible for the window if it broke and my manager cancelled the glass removal service because the vehicle was not under warranty and if the glass broke no one would have wanted to pay for the damage. Therefore, the only way to move forward was to cancel the specific service of the glass removal. My service department performed all the other fixes that the vehicle required and that the customer approved from the beginning. They even say in their complaint that North Knox CDJR "did their job on the electronics replacements and we paid for them." These services were for the fog light switch and the service the replacement module were performed and they were charged at the time of pickup. The Welch's were given a discount of $140.98 and paid a total of $626.08 for the services and parts rendered that had nothing to do with the glass removal. On the phone call recordings, my manager did not curse, and did not yell. He was understanding, apologetic, and firm that we would not be paying for the glass under the circumstance that it could possibly break. On the other hand,. cursed twice and yelled at him during the final phone conversation with my manager in which he told them simply that they needed to come pick-up their vehicle because we would not be performing the glasswork. We cannot discount the services and the parts any deeper than we already have. I'm sorry the didn't understand our position on the possibility of a broken part. We were trying to be upfront about the possibility rather than the alternative. If we had broken the window without giving them the expectation that it was a possibility, they would have been furious and would have demanded that we fix it with expensive factory glass as opposed to aftermarket Pilkington glass. So, we feel as though the best approach is to notify our customer upfront with transparency. Throughout the first conversation. explained to my manager that she would like some help on the prices of the parts and labor because she just bought this vehicle from Dodge. Upon further questioning the customer had purchased the vehicle at Dodge. I do believe that should have been able to help them more with pricing than we were able to since they were the selling dealer. Usually, a dealership takes care of pricing for people who just bought their cars from them when they mess up a few months down the road. I hope to help these customers understand that we couldn't be held responsible for the problems the truck had when the brought it to us from a different dealer. We certainly did all we could to service their vehicle and also help them out with a discount, but we cannot and will not give them a refund. Consumer Response /* (3000, 7, 2022/03/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have spoken to attorneys who have indicated very clearly that this business admitted fault by saying the windows may be damaged in their repairs and that the business will not take responsibility for the damage that would likely occur (their statement) at their lot. This is no longer about us, but about what they are doing to all consumers when they attempt to make them pay for a part (that was not previously broken) that they damage when they do a repair. We have spoken to several other car lots that say this is not the way THEY do business nor a normal way of doing business, to expect a consumer to pay for a part broken by their service techs. At this point we suspect fraud and have passed this information on to the Consumer Affairs department through the Attorney General. The business also would not provide us with a recording of the call, stating that this broke privacy laws. While the business is within their right to not provide the call to us, it is NOT a violation of privacy laws because both parties on the line know that they were being recorded, and businesses are at their own discretion allowed to provide or not provide call recordings to customers, it is not against the law for them to do so. We will continue to spread the word about this dealership through reviews, consumer affairs boards, and general word of mouth. Business Response /* (4000, 9, 2022/03/04) */ Are you aware that we did not break your window nor try to charge you for it? It seems as though you suspect we committed fraud and I just want to make sure you knew that we were merely letting you know that their was a small possibility it may happen. It's OK that you don't agree with us about who should pay for a damaged window because no one damaged any of your windows. This dealership has never had an issue with a broken window, but the 3rd party installer said that this particular window could be a possible problem so we wanted to be transparent with you. If my employees erroneously damage a vehicle we would absolutely pay for it. If a part is already faulty (like these windows), a dash is cracked, or a bolt is really rusty and it might fall apart when we disassemble the car we let the customer know about it upfront because it was only a matter of time before that part broke anyway. I would be happy to provide a copy of the phone call recordings to the BBB for examination. We are proud BBB members who take pride in trying to do the right thing. Consumer Response /* (3000, 14, 2022/03/16) */ HERE is the big update. We took this vehicle to in Georgia. They ACTUALLY water tested and found out it was the REAR BRAKE LIGHT that was leaking down and damaging the wireless receiver. They proceeded to repair it (they had already guaranteed us if it was the window and THEY broke it that they WOULD NOT charge us for the window because that was ridiculous and poor customer service). THEN even though this part was not under warranty (the rear brake light) they fixed it without charging us just to make up for how terrible North Knox Dodge was and did it as a "good will" repair. We have had Chrysler Customer Service in constant contact with us about this issue and assuring us it would be taken care of, and it was. This was NOTHING like North Knox Dodge was with us, constantly being rude, threatening, refusing to see reason, and ultimately refusing the repair when we stated we would not pay for something they broke. No one should EVER do business with them. They are purely trying to scam customers out of as much extra money as possible. Business Response /* (4000, 16, 2022/03/16) */ I'm glad everything worked out for you!

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