ComplaintsforJones Motor Company, Inc.

• Initial Complaint

  08/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a used vehicle from jones ford on July 3, 2024. In the photos on the website listing as well as the photos sent by the salesman the vehicle had all weather floor liners. When the vehicle was delivered to me the floor mats were missing. I immediately called the sales man and informed them of it. I was told they would mail me a set. This was on July 5, 2024. I have texted the salesman multiple times and I was told he was checking on it but thats all I would get from them. I then emailed the general manager this past week and have not heard anything from them. I am getting aggravated because it should not have come to me having to report them.

  Business response

  08/07/2024

  Customers floormats are ordered and will ship when we receive them. 

  Customer response

  08/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  Stown ******

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

  ****, AL 36323

  
  

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Dec of 2023, I purchased a 2021 *** 228i drive at this Buisness. The salesman told me the car price was 22,000-23,000. I traded a 2014 *** in and was allowed ******* on this car toward the deal. When I signed the paperwork she began to tell me that I had a Warrenty Forever on the car. GAP insurance and a wheel and tire warranty. I left there with the new *** and a balance of 30 thousand dollars owed on it. So, I understood at that time that the extra ten thousand dollars I owed was because of all the warranties that were added to the car. I was told nothing about these warranties until I got back there to sign the paperwork. Well I kept thinking that something wasnt right and a week ago I see on the website at Jones Ford that their Warranty Forever is free when you buy any used car that has under 100 thousand miles and any new car. I was charged ******* to ******* for this warranty. They have had my car over a week because the check engine light is on and a wheel barren is going out in the front drivers side. I drove to ******** to Jones Ford today, Friday April 5th 2024 because I had to get some work equipment out of the car and the lady at the service desk says their equipment cannot diagnose the problem. Warranty Forwver instructed me to take it there and let them do the diagnostic test and then they could start a claim. It had been there 10 days and nothing. The lady then told me that they would have to send the car to *** in ********** and let them diagnose it. Then she calls me later that afternoon after I had already been up there and tells me that I have to come get the car and take it to *** that they were not going to do it. Earlier today I called up there and waited for a salesman but no one came to the phone so I hung up. He then started texting me and I asked him how long they had been giving the warranty forever for free when someone bought a car there. He did not know who I was at this time. His answer was over two years. WHY ME?

  Business response

  04/06/2024

  We have reviewed the contract for ***************** and would be glad to go over the details of her contract with her at any time. The forever warranty that we have is a free product and nothing that you pay any amount for. There were however extended warranties purchased on the *** which included an up charge for extending *************, Paint and Fabric Protection to a 3-year coverage. ***************** also has paintless Dent Repair on her loan. All of these products are an additional cost, which were purchased in our finance office. The lifetime warranty is free and had no charge attached. ***************** our Finance Manager would be more than happy to go over those products that were purchased anytime. She is welcome to contact her at the store at ************.

  Customer response

  04/08/2024

   
  Complaint: 21538473
  
  I am rejecting this response because: see attached docs.
  
  Sincerely,
  
  ***********************

  Business response

  04/19/2024

  The image provided is of an extended warranty that was purchased. The lifetime warranty is free there is no charge. The image provided is not of the lifetime warranty cost, because there is no cost.  Again ***************** in Finance would be glad to discuss. Please call anytime **********. 

  Customer response

  04/22/2024

   
  I cant reply through the email for some reason. I did it in less than 30 minutes this time too.  I cant open whatever the dealership sent me also.  This is about a dent/ding warranty that costs ******** and was financed into my loan when I purchased the car.  Keep in mind, that you had my paperwork ready for me to sign as soon as I walked into your office to finance the car. You never told me that I didnt have to purchase over ******* dollars in warranties.  I put my trust in you ******.  You are the business owner/finance manager after all.  You called me a few days after I purchased the car and told me that I didnt have the dent/ding warranty.  That I only had the interior/exterior and the wheel/tire.  You told me that night that I had all three.  On the phone when you called you said Im sending you over the wheel/tire warranty to your email and I need you to sign the documents and send back to me. This I did. Later I emailed you back and asked you to please resend the wheel/tire info because my emails accidentally got deleted before I could print that information out.   You never even replied. All of this can be seen on the attachments.  This is also about the sticker in the window of the car that said a ****** charge was added for a paint and fabric protection that was done by you. But, on the internet you advertised ROADVANTAGE, which has the same exact definition as the interior/exterior warranty that you added to my loan in the amount of ******** .  The attached pics will also show this. This is about you adding so much in warranties that you had to add GAP insurance to my loan for ********.  Why didnt you ask me if I wanted all of these.  Why did you have my paperwork ready for me to sign with all of that extra mon y added on.  I was under the impression that that was the only way I would be able to get the car financed.  I didnt get an option.  And yes I signed because you are a business and Im a consumer.  I never thought a small town family-owned and operated car dealership would do me this way. I came there with a 2014 *** that was paid for.  I was told during the test drive and my brother can confirm that the sale price of the car was *********.  My allowance on it by you was ********. That would make the paper show ********* sale price of the car. But sale price was 24 thousand and something and with trade in took it down to *********. One document shows this. Only one document.  Add the ******* that you charged me for service fee, doc fee and GAP insurance and that leaves 7600 that I was charged for warranties that I was not even asked if I wanted to purchase. I left your dealership owing ********* dollars. The car was a fleet car. Thats not a one owner as you listed it.  Its not the same category.  Ok, so I have over ******* in warranties that I was charged  for and a free lifetime powertrain warranty from Warranty Forever, yet my wheel bearing is going out and check engine light comes on after 4 months of having it. Warranty Forever tells me to take the car to you guys just to get a diagnosis and send them the results and we would go from there. The car stays on your service lot for 3 weeks and nothing is done to it because your service **** has not got the tools they need to diagnose the problem.  No tools to diagnose the problem but you sell the car with a WF free warranty and the contract plainly states it has to go back to dealership where it was purchased to be worked on.  But then theres this. I call warranty forever and tell them yall cant diagnose the car because of no tools to do it, and that the car needs to go to the *** dealership , so  they tell me that I need to get someone in the service department there to call them and let them know.  They had to hear it from you guys.  So I called everyday for a week and let **** know and I let ****** know as well. But when I called WF back. They said they hadnt heard anything from anyone in your service department. So, all the warranties. All that money and not a single person can make one phone call to help me out. Not one person. In fact, the last few days I called, the service **** just kept me on hold and never even came to the phone or didnt answer my call when I got transferred to them. Plus I left messages with anyone who would talk to me to please leave keys in my car that I was just going to come get it because it was evident that no one was going to help me. They closed at 5. I work til 3:30 now and had to wait on my aunt to get available to take me 40 miles to your dealership. I get up there after 5 that day and the car was still locked up. Ive been cheated. Ive been ignored and pushed away like  Im nothing.  I cant let this go. Right now, all I can do is ask you to take  the warranties you charged me for from your dealership off of my loan and re-finance it. And make it right with Warranty Forever by implying having someone call them from your service department to tell them yall arent able to diagnose the cars problems because you dont have the tools to do it and it needs to go to a *** Dealership.  Please do this for me.  Why would you sell me warranties especially the wheel/tire one if you dont have to tools there to work on the bad wheel bearing now.  Its nonsense.  It breaches the contract. Its fraud and the bank may be in on it. Im still researching them.  

  Business response

  04/22/2024

  The items that you purchased listed on your contract are cancelable products and you are more than welcome to cancel those products. The amount of cancelation will be removed from your loan and applied to your principal. Please feel free to contact ****** to do that. She has tried reaching out but we have been unable to get into contact. 

  Customer response

  04/23/2024

   
  After careful consideration on what our next steps in this process should be, I wanted to give you my proposal on what I think would be decent and fair for me.  Theres only one document that shows the price of the car after my trade in allowance of ******** and it shows ********* after my trade in as being sale price of the car.  The other documents show nothing like this but shows more of it looking like you added the ******** back in to the financing of the car that I purchased from you. Ive figured it every way that I possibly can and it only shows an additional ******** , except for the one document that I have attached.  Ive been so upset about this whole situation. I know now for a fact, that your service team as well as other employees do not want to help me at all.  So, I really want this contract to be voided.  I never got the ********* sale price of the car, that I was originally told..  I really do not want any kind of connection with Jones Ford or any Jones automotive group for that matter.  The contract has been breached.  Im left with the worst car buying experience that Ive ever had and a service department that I know for a fact that they will never ever help me out or attempt to help me out with any issues in the future.  And Ive not received a text message, a phone call or an email from ******. All my contact information is the same so I know she has not tried to contact me. Ive emailed her within the last couple of weeks and she will not respond to me. I cant go through with agreeing to anything with Jones Ford because of fraud, them not following/holding up to their end of the Forever Warranty requests to call them and let them know what needs to be done to fix the car, so I have to say that I do not want to be in contract with Jones Ford and *************** due to neglect, fraud and being lied to about the car being a one owner. Your company can have the car back and I will need that ******** down payment allowance for the trade-in vehicle that you guys got.  ******, seemed like such a wonderful person when I was buying the car.  But, the moment I called with the car having problems, the more she chose to just ignore me and push m to the back burner.  All this after they scammed me out of ****** dollars for unwanted warranties, GAP, service fees, and processing fees.  And now, it looks like possibly I was scammed out of the ******** trade in allowance for the vehicle I gave you as a down payment on the car I bought through the dealership. I want no part of any of this situation/contract any longer.  Its too much to deal with. Its nothing pleasant about it at all. I just want to get this behind me and pray that I never receive this type of treatment from another business ever again. It makes you feel awful. I wish it had never happened.  I really do.  ********* is the only amount that should have been financed on this loan  What is a service fee, I was charged over 600 for this  Ive not received any service from anyone at this business so Ive yet to understand why this bogus charge was put into my financing .  I wish I knew why it was Me that this had to happen to.  I feel so very bad for the next victim  

  Business response

  04/23/2024

  Your request for your contract to be voided is not something we will do. We have done nothing wrong. You made a purchase and in that purchased signed for the products and the cost that you have listed. As stated before you are welcome to stop by the dealership to cancel products. The $689 Doc fee that you referred to is charged in every deal that we move through our store and is standard practice for most dealerships. You signed a contract to buy a car and made a decision to buy extra products with our finance department. I am sorry that you have gotten buyers remorse but we have not done anything wrong and again you are welcome to cancel the products that you purchased in addition to price of the vehicle. We will not be voiding your contract. That contract is a contract between you and your financial institution now and has nothing to do with us. 

  Customer response

  04/29/2024

   
  YES, you have done wrong as I pointed out in all of the paperwork.  I did not ask about a doc fee, I asked what was a service fee.  That was charged over 600 dollars to my loan.  You guys havent even helped me when I needed service.  I want all the ******** charges taken off of my loan.  The ******** for dent and ding. The ******* interior/exterior that states the exact same definition as the Roadvantage. Which I was charged ****** already but it was listed as Fabric and Paint Protection.  I want the Wheel/Tire warranty taken off. I dont have the amount of this warranty because she refused to resend the information back to my email.  I didnt get asked if I wanted any of these.  It was added into my loan already before I got in the office to sign papers. I didnt have an option.  She never asked me if I wanted these or not. It came across to me that was the only way I could get a loan. You know what you did and I DO NOT HAVE BUYERS REMORSE. I HAVE JONES FORD REMORSE. YOU GUYS KNOE EXACTLY WHAT YOU DID TO ME. Look at the attached and that is what I should be paying for the car. After trade in 20,041.00. And that is all Im going to pay. And I know that I can not count on any service work being done on my car from Jones Ford. Proven Fact, the car sat there for 3 weeks and you refused to make one phone call to forever warranty so that I could get the car approved to be taken to a *** dealership.  How dare you say youve done nothing wrong. I have the proof.   When you figure up the total of all 3 warranties and include the service fee I was charged, send that amount to me and we can go from there. 

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my vehicle from Jones Ford in ********, ** on 2/5/24. On 3/4/24, the check engine light came on indicating that The Engine's Fuel Control System is having difficulty in achieving the required fuel pressure needed to start the vehicle. This was the culmination of a series of instances where the truck struggled to crank both by key and remote. Multiple remote starts also failed. This issue was not noticed while on the lot because both times that I drove the truck (test drive and off the lot) the truck had been brought to me already running. In addition to this issue, the other issues that have come to light are that the rear right tire has a slow leak (the salesperson, ********************* indicated that it was low pressure and that he would top it off before I left, this did not happen and pressure only continued to drop. I have had to refill the tire at least once a week). The tire(s) are out of balance, which becomes more noticeable the closer your approach 70 MPH. The vibration is so bad at 75 MPH that it has caused headaches in myself and my passengers. The horn is a two horn design, won higher pitched and one lower pitched, and only one horn, higher pitched one, works. The left hand steering wheel spoke controls stick which causes them to not work properly at times.I spoke with Asst. ** ******************* regarding the issues who stated that he would take care of it. After having my truck for 5 days, ***** indicated that ...they have everything checked and completed.... When the truck was returned, all of the issues were still present. After multiple attempts, the Asst. **, **, and Customer Experience Director have been unreachable.All that I am asking is that the Jones Motor Group repair my vehicle so that its actual condition matches the condition in which it was represented prior to the sale.A more detailed description of all interactions is attached. Text screenshots, emails, and videos are also available.

  Business response

  04/06/2024

  We are currently in the process of getting customers Truck back to the dealership for another inspection of ALL the issues that were noted. Several of the issues reported are simply the fact that a USED truck was purchased, not a NEW truck. We do what we can to ensure customer satisfaction but unfortunately in some cases people are unpleasable. The Assistant ** who stayed in contact, set up the service work, and provided a loaner while work was being done, went out of the country for 2 weeks and was not available to return a call and was unaware that MORE issues had arisen since he had last spoke with customer. As stated, the ** is setting up for vehicle to be looked at again, but if problems cannot be duplicated, unfortunately our service department will not be able to fix them, because they do not exist. 

  Customer response

  04/13/2024

   
  Complaint: 21530908
  
  This issue has not yet been resolved.
  
  On the afternoon of April 4th at 1:46 p.m., after having filed the complaint with the Better Business Bureau earlier that morning, the general manager of Jones ford, *************************** called to discuss the issues. He indicated that he had read my email and was unsure as to why I didn't contact him directly earlier because he was under the impression that his personal number was given to all customers, which was not the case. After explaining the issues again *************** indicated that he would send a loaner vehicle to me and have my vehicle picked up and taken back to the dealership where they would take a look at it to see what was going on. I expressed gratitude for his attention to this matter and the use of a loaner vehicle.
  
  On April 5th at 2:53 p.m., after not hearing from *************** about details regarding when my truck was going to be picked up, I sent a text message thanking him for the phone call and sending him a list of the issues that we discussed during our phone call. I also provided him some research on the symptoms my truck was experiencing and a potential source of the issue based upon other F150 owners who had experienced the exact same symptoms and the solutions that they found. at 404 p.m. on the same day as I was driving home, the check engine light once again illuminated and my **** Pass App indicated that there was an issue with the fuel pressure. previously, the issue had only occurred during cranking of the vehicle, this time it was  during acceleration while driving. no response was received from *************** until the following day. On Saturday, April 6th, at 11:02 a.m., *************** replied simply with a thank you and that he was working on a driver, to which I replied thank you and to keep me posted. on April 6th at 5:16 p.m. I sent a text message to *************** informing him that my truck had in fact been picked up and sent him  a link with all of the videos, Screenshots,  and photographs,  documenting the issues with the fuel pressure. I also provided a list of all of the other undisclosed issues so that they could be addressed. I also indicated that I would like for him to keep me informed and that he could feel free to have any service personnel to reach out to me directly if needed. I also requested that once all of the work is completed that I be provided with a service report including these extent of what was inspected and what work was done. at 5:32 p.m. *************** responded simply with "okay thank you".
  
  On Monday, April 15th, at 3:10 p.m., I sent a text message to *************** indicating that I had noticed that my truck had moved from the sales lot, across the street to the service lot, but that it did not appear that any other work had been done. This was based on information provided from my truck through the **** Pass App that indicates mileage and amount of gas used, as well as the LoJack app which reports all details regarding any trips taken in the vehicle. *************** did not respond to that text message.
  
  On Tuesday, April 16th, at  8:00 a.m., I noticed that my truck had been taken for a drive that lasted about half an hour and that reached speeds of 75 mph. This indicated to me that a technician was attempting to duplicate the vibration that I experienced at 65 plus miles per hour which was one of the issues that I had reported to ***************. The truck then appeared to sit until around 10:00 a.m. when I began receiving alerts from the **** Pass app with two additional service warnings. One issue was an electrical issue, the other was a powertrain issue. I sent a text message to *************** at 4:00 p.m. as I had not heard any updates regarding the vehicle and asked for said update. *************** responded 15 minutes later that they were still working on the truck and that they had found one code and cleared it and they're waiting to see if the aforementioned issue duplicated and returned. *************** later called to convey additional information. During the phone call, *************** indicated that the vibration was a result of "bad tires". I specifically asked *************** if the tires had been checked to see if they were balanced. He said, "yes, but I will have them put the tires on the machine to see if any magnets have moved". *************** also indicated that the technicians had not been able to duplicate the fuel pressure issue to which I reminded him that the check engine light has only occurred twice in two months indicating such an issue but that the cranking issue occurred regularly, particularly when the vehicle had sat for several hours, allowing for the fuel pressure to drop. I again reminded him that I had provided video evidence of multiple instances of the truck struggling to crank as well as failed remote starts. He indicated that they would work on it more the following day and that he would keep me posted.
  
  Wednesday, April 17th, at 10:59 a.m., I sent another text message to *************** following up on our conversation from the previous day and documenting my concerns once again in writing. no response was received.
  
  Thursday, April 18th, at 3:11 p.m., having not received a response yet from ***************, I texted once again asking him to touch base with me about the status of my truck. I immediately received a response back that he was not in the office that day and that he'll be back on Friday.
  
  Friday, April 19th, at 3:27 p.m., having not heard from *************** once again, I sent a text message asking for him to contact me with an update on my truck. No response has been received.
  
  Based on all data received from my truck through the **** Pass App, it appears that my truck has been sitting at the dealership for 7 days and has only been addressed on one of those days. In spite of asking for updates and reaching out daily, I have received minimal responses and straight answers. All data received from my truck to the **** Pass App has been saved via screenshots and all other communication has been documented in text messages.
  
  I am eagerly awaiting a satisfactory solution to this situation.
  
  Sincerely,
  ****************

  Customer response

  04/16/2024

  Good Morning *****,
  
  
  I noticed in my last communication for this complaint, that I listed the incorrect dates. The dates should refer to Monday 4/8/2024 - Friday, 4/12/2025, not 4/15-4/19. Is there any way to correct the dates?
  
  
  Thank you.

  Business response

  04/19/2024

  We have the customers truck in Service and are trying to address all the issues that the customer is having, including some that are simply that fact that he purchased a used truck. We will satisfy our part of this deal by doing what **************** the General Manager here at our store has spoke with the customer about. The complaints back and forth, and the customer in this case that is clearly unpleasable, is becoming an excessive. 

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  service department didn't file warranty claim had to pay$ ***** to get truck releases submitted receipts to manger didn't get refund,now truck news ball joints,after having it 4 months,they ran my credit,said credit was good,but said they couldn't have me another truck to get me out of the other one,they will not return my calls,they said every truck they find couldn't get it to work,

  Business response

  04/01/2024

  Customer does have a warranty. The problem with warranty Claim is the customer went to another dealer and had work done and dealership did not file claim. We could have gone through the proper channels to get warranty to pay, however we were not given the opportunity. The dealership, that is not in our organization, did not go through those channels, therefore the warranty company denied the claim. We have explained the issue to the customer. Trading is not an option because he is too early in the trade cycle and not able to trade without a substantial amount of money down.  

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2019 **** F150 on 10/5/23, from Jones Motor in ************. As of 3/19/2024, I still have not been provided with a title or any paperwork to get the tag for this vehicle. We have called multiple times trying to get this resolved only to be told that they still have not received the title and paperwork from CA. Though I paid a down payment and have been making monthly payments since November 2023 but cannot tag my vehicle.Another issue within 8 hours of purchasing the truck the cam phaser started going out(after their inspection), we took it back the following week and they advised that was the problem and that we could still drive until they could work on it in December 2023 (earliest they could get it in). Took it back in December to have it worked on and they try to make us pay a warranty deductible, which our deductible was supposed to be $0 per the paperwork when we bought the lifetime warranty. Which they did eventually waive the deductible after we sent proof of this.Since we have been getting run around about title, I decided to do some research and came across that apparently this truck still in fact has 2 liens in CA!!! So my question is, can you even sell a vehicle without the title??? I just want all this made right! Whether that's them buying this truck back for what I gave for it or them getting me the paperwork I should have gotten months ago! I'm still driving on the fourth drive out since I purchased this 5 1/2 months ago! I thought it was illegal to issue multiple drive out tags???

  Business response

  04/03/2024

  ************** did purchase a vehicle from ** in October of last year and we are having issues getting the title from the ***********. It is not uncommon to trade for a vehicle that has a lien and the customer not provide a title. It is the bank that holds the liens responsibility to provide the title to the dealer upon payoff. We paid off the vehicle when it was traded in to us and have yet to receive the title from ************* We have filed multiple complaints with the bank ************** and the *******************. It is not illegal to provide multiple drive out tags if needed to the customer, It actually cost the dealer money every tag that is issued but is something we will continue to do until handled. This is a very rare situation that hardly ever happens, and we are doing everything in our power to resolve the issue for the customer. As for the service work, those issues were handled and at no cost to the customer. There are no liens active on the truck currently, we are simply waiting for the ******************* to provide us the necessary paperwork to move forward. I hope that we get the issue resolved soon. Customer is welcome to call the store anytime with any questions.  
  

  Customer response

  04/05/2024

   
  Complaint: 21453502
  
  I am rejecting this response because:  I have contacted the dealership multiple times just to be told the same thing, they still cant get me my tagsand it is against the law to keep issuing drive out tags?! I really want this to be taken care of because they have had more than enough time to get me this paperwork / title so I can purchase tags! 
  
  Sincerely,
  
  ***********************

  Business response

  04/08/2024

  We are working to get the title paperwork to tag office, and will notify the customer when we have the appropriate documents. We can issue legal drive out tags for the vehicle until the issue is resolved. We are unable to move any faster than the *******************, who is issuing ** the title work, is moving. We apologize for the inconvience. 

• Initial Complaint

  01/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a 2021 Fire Cracker Red Jeep Wrangler on 9/22/23. Took it in Nov to get it ceramic coated and was told he could not do it due the rust on the hinges. Rust? Contacted our sales person at Jones Auto in Savannah ** and she directed us to Manger *********************. He said bring the jeep over and he would take a look at it. We did and he took photos and told us to get an estimate since they didnt have a body shop at their dealership. We got one from local body shop and emailed it to him 11/29. Let me add that every hinge on the jeep has corrosion and has even spread to drivers door. Called several times and finally they ask for paint code on 12/14. Never heard anything so called back on 12/29. ***** was on vacation and we spoke to *** ***************************. Explained what was going on and he laughed and said he didnt know why we were told to get an estimate. Laughed more at the total $8700 and said no way they were going to pay that. We ask about the 1 year warranty on paint we were told at time of purchase and he informed us that the warranty doesnt cover pre existing damage. So, this says they knew there were hinge issues and did not disclose it or that it was from ****** and had been a rental car. When asked about this he said it was on the carfax on their website. At this point we called Chrysler Jeep and was told vehicle was exported to ****** and that would void warranty. Called ****** and was told same thing warranty voided. *****, sales manager, ask us to see if we could find something on their lots and we could work out a deal. We went back today and found a Jeep exactly like ours with ***** less miles but different color listed for $32,933. He offered us $30,000 for ours but we had to pay $4700 more. We offered him $1,000. He called the *** ******* and came back and said he could only give $28,500 since they had to repair the hinges so less money and more out of pocket. We just want the issue fixed.

  Business response

  01/11/2024

  Mr ***** ********** came to the dealership, drove ***** inspected the vehicle prior to purchasing.  They signed paperwork and took delivery.  When ********** complained about the issue, I spoke with ************************  ***** advised me to get some pics and an estimate from the customer so that all could be forwarded to the manufacturer for repair claim.  I did just that and sent all info to ***********************, whom filed the complaint.  The manufacturer turned it down.  Once it was turned down, I did speak with ***************  He advised that we should try to help the customer by trading them out and into something else that they would be happier with.  Mr. ***** *********** came into the dealership and worked a deal up.  I went over the purchase price they paid for the Wrangler, showed them the monthly depreciation on the Wrangler they bought and presented that as a trade figure.  I also showed them the huge discounts on the one that they was interested in, which was discounted well below book value.  ********** said that he would not be willing to finance $1,000 in addition to the payoff they currently have.  That's the issue.  Their current payoff included sales tax on the one they purchased, doc fee, and the warranty bundle, plus and upgrades in coverage.  (That money doesn't just go away, it becomes part of the amount to finance).  They were made a very fair offer, I just feel like they didn't realize why just adding $1,000 to the amount the currently owed wouldn't work.  

  Jones CDJR manager, *********************

  
  

  Business response

  01/22/2024

  Mr ***** ********** came to the dealership, drove ***** inspected the vehicle prior to purchasing.  They signed paperwork and took delivery.  When ********** complained about the issue, I spoke with ************************  ***** advised me to get some pics and an estimate from the customer so that all could be forwarded to the manufacturer for repair claim.  I did just that and sent all info to ***********************, whom filed the complaint.  The manufacturer turned it down.  Once it was turned down, I did speak with ***************  He advised that we should try to help the customer by trading them out and into something else that they would be happier with.  Mr. ***** *********** came into the dealership and worked a deal up.  I went over the purchase price they paid for the Wrangler, showed them the monthly depreciation on the Wrangler they bought and presented that as a trade figure.  I also showed them the huge discounts on the one that they was interested in, which was discounted well below book value.  ********** said that he would not be willing to finance $1,000 in addition to the payoff they currently have.  That's the issue.  Their current payoff included sales tax on the one they purchased, doc fee, and the warranty bundle, plus and upgrades in coverage.  (That money doesn't just go away, it becomes part of the amount to finance).  They were made a very fair offer, I just feel like they didn't realize why just adding $1,000 to the amount the currently owed wouldn't work.  
  
  Jones CDJR manager, *********************

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During purchase of my 2019 Rebel at Jones Humboldt, I saw the Jones package on the pricing sheet for the truck. They informed me this was a ************* installed on the truck and paint protection. I told them I did not want it. I was told there was absolutely no way it could be taken off because the ************* was already installed and they would have to pay someone to take it off. So I payed for the ************* I didnt want on the basis that it was already installed.I then find out days after purchasing the truck that it is in fact not installed!!!! They made me pay for a service I cant use. When I called them they told me to drive the 2hrs back up there and they would install it and give me a tank of gas. I told them I didnt want it to begin with. They lie and then expect me to shut down my business and drive a four hour round trip to get something installed they told me I had to purchase because it was already installed.

  Business response

  12/22/2023

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

   

  We apologize for the miscommunication on the LoJack, however, this is a Jones Chevrolet ******** customer. Please see the information on the attached website for quickest response. 

  ********************* answers all reviews for Jones Motor Company in ********, **. 

  Sincerely,

  ****** Shaw 

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2021 ***** Z71. Less than a week later, multiple service lights have come on, and the truck won't go over 40mph. The dealership is 4hrs away. The truck won't go over 40mph. They will not agree to work with any dealership closer to us to have it fixed. They are not cooperating with fixing the vehicle. I had the truck less than a week, and it's unusable.

  Business response

  12/08/2023

  To whom it may concern:

  Mr. ****** now has purchased a warranty and has been advised to take his truck to the nearest certified GMC dealership. 

  We were more than pleased to assist him and wish him all the best. 

  If he should have any further questions or concerns we are here to help. 

  Sincerely, 

  ****** Shaw 

   

  Customer response

  12/08/2023

   
  Complaint: 20974058
  
  I am rejecting this response because:

  They came and picked up the vehicle in question and did drop off a loaner car. But, they are wanting me to drive four (4) hours one way to pick the truck back up. I do not see how this resolved the problem
  
  Sincerely,
  
  *************************

  Business response

  12/14/2023

  Mr. ******, 

  We understand your frustration with the 4 hour drive. When you bought the warranty you wanted to take it somewhere other than Jones, was our understanding, perhaps 4 hours is the closest GM dealership to have you vehicle repaired under the warranty. If you spoke with someone who told you that we would pick up your vehicle and bring it in and leave you a loaner and then return the vehicle as well please let us know who that person is. It was our understanding that we would pick up and provide you a loaner and you would bring the loaner back when picking your vehicle up. 

  If this is a misunderstanding please give more details. We are here to assist you in any way feasible. 

  Sincerely, 

  ****** Shaw 

  Customer response

  12/14/2023

   
  Complaint: 20974058
  
  I am rejecting this response because:
  There are numerous Chevrolet dealerships in *********** ** area. But, not only that, there are also numerous Chevrolet dealerships between *********** ** and ******** ** that could have serviced the truck in a more timely manner.

  ************************ in *************** ** was going to take in and get started on it December 8, 2023.

  Please feel free to ****** the dealerships in my area and in between *********** and ******** **
  

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

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my vehicle to the dealership I purchased it from to have a issue with the motor looked at. They provide a lifetime powertrain warranty and my issue should undoubtedly be covered. I have got nothing but the runaround since turning my truck into them a month ago and they have yet to put it on a rack. I'm also told that they cannot tell me if it is covered by warranty until they do the 8-hour tear down of the engine to see the problem. On top of all that somehow they killed my battery and I bet they're going to try to charge me for it. This is the second vehicle I purchased from them The first one had a torque converter go out and they replaced it quickly with no problem. But now they're asking me for maintenance records for the current truck but they didn't ask for the previous. I think they're trying to get out of covering it under warranty and to be honest this truck has been great It has only ever needed oil changes which I have done every ***** mi on the dot almost which is well below the required number of miles.

  Customer response

  10/19/2023

  ****************** Does have a vehicle in service that has engine issues that are going through the routine inspection period required by the warranty company. The vehicle that he previously had issues with was through a different warranty company with the previous owners of Jones Motor Company. The new company that provides warranty coverage does have guidelines that are a little different than the prior warranty service. We are working and hope to get all issues resolved to move forward with an answer, but documentation is required by the customer to do so. We are not trying to get out of coverage as it is not something that has any kind of impact on the selling dealer. Warranty work paid by a warranty provider is a plus to a dealership as well as a customer, but we do have process that has to be followed in order to move forward with a warranty claim. 

  Business response

  10/19/2023

  ****************** Does have a vehicle in service that has engine issues that are going through the routine inspection period required by the warranty company. The vehicle that he previously had issues with was through a different warranty company with the previous owners of Jones Motor Company. The new company that provides warranty coverage does have guidelines that are a little different than the prior warranty service. We are working and hope to get all issues resolved to move forward with an answer, but documentation is required by the customer to do so. We are not trying to get out of coverage as it is not something that has any kind of impact on the selling dealer. Warranty work paid by a warranty provider is a plus to a dealership as well as a customer, but we do have process that has to be followed in order to move forward with a warranty claim. 

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Jones motor in ******** ** in June 2023 after my mom bought a vehichle from them . I paid 500 down had a cosigner. They got me approv** for a 2016 GMC Terrain . We sign** all the paperwork I gave them the request** $500 down my titile to my **** Explorer as a trade in. The deal was done. almost 2 months later before a paynment was even due they show up at my house with the police say they are taking *********** loan fell through. I askhttps://warehouse-ryder.icims.com/r.jsp?il=145313 ** about my down payment they said come in the following monday and pick it up with my **** explorer title. I show** up the followiong monday after finding a ride there and they refus** to give me my $500 back and said my explorer title was at corporate. I have call** and call** cant get managet on the phone . I do not have a ride to get back to Jones's . I want my ,money back it was a downpayment on a vehicle I do not have. I do not want to finid another car there or do business with them again. I want my money back and my title

  Business response

  10/19/2023

  The customer did enter into contract with **********************. After several attempts and over 2 months of trying to get documentation from the customer, she would not provide what was needed. She put wear, tear, and miles on the vehicle in excess of what she paid as a down payment and is not due any money from Jones. The vehicle she was trying to trade in was also never provided and the title was sent back through the ***********. 

  Customer response

  10/28/2023

   
  Complaint: 20521551
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************************/

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