ComplaintsforDeMontrond Auto Country Conroe

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a 2024 Jeep Grand Cherokee Limited in April 2024, 2 months later the car did not start, nothing. We had it towed to the dealership. They will not return calls to give me updates at 5 weeks in there lot. They are unsure what’s wrong with it. They ordered a part that MAY be the problem. They were supposed to call me to tell me when they anticipated this part, no call back. I called days later to check again and I was told the part THAT MAY BE THE PROBLEM, is on back order and they don’t have a ETA on it. I’ve left se****l messages to the service manager and he doesn’t return calls. I’ve left messages to the service advisor and no call backs. They loan me a van for a week that I could not have my service dog in, and would be responsible for any scratches. It does not fit in my garage. I had to return it. I’ve finally looked at there reviews and they have awful experiences with the service department . We spoke to the General Manager who was no help. He directed us to the service department on lemon law as we have no clue on where or what to do. Nobody has helped us. I’ve been without a vehicle for 5 weeks. This seems so wrong that this Company and service Dept is running.

  Business response

  07/17/2024

  Customers vehicle is in for service.  Currently waiting on a part to repair.  Estimate time of arrival is 07/23/24.  Customer is in loaner vehicle until repair is complete.  Will follow up once vehicle is repaired.  Updated by Mike ******

  Customer response

  07/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  I spoke with the service advisor this Morning and she told me they were not certain that part will fix the problem. They have zero power on the vehicle. Also Fran (service advisor) told me the part was on back order until 8/24/2024 Also I am NOT in a loaner. I have NO CAR. 
  This just confirms they do not know what is going on in their dealership.
  
  Regards,
  Yvonne ****
  
   
  

  Customer response

  07/24/2024

  Better Business Bureau:
  
  This letter is to inform you that DeMontrond Auto Country Conroe has carried out to my satisfaction the resolution it proposed for my complaint, filed on 7/16/2024 and assigned ID ********.
  
  Regards,
  Yvonne ****

• Initial Complaint

  03/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a car from Demontrond Auto Country. While I was in financing, signing paperwork, there was a charge that I didn't know what it was for. I asked about it and they told me it was for a GPS tracker and the service that comes with it. I told them I didn't want it. 3 different people told me I have to have it. I didn't have a choice. They inferred that the tracker was installed on the car. So i then told them if I had to have the tracker, I didn't want the tracker service. They told me I had to have that, also. I was not happy about any of this and made it well known. Fast forward week and my husband and I are taking a drive. I open the glove box and there is a small device in there. I figure out that it is the GPS tracking device. It is not installed on the car. I am so angry that they made me purchase something that I didn't want. There was also an extra charge for window tint. Why wasn't that in the original price? I feel like there was a lot of add-ons that came at the end of the deal. All of the add-ons were, Dealer Services, Demontrond Maintenance, Tint, GPS, GPS tracker service. The total add on price was $1995.00 None of which I wanted or needed, and made that very clear to them. I feel like it shouldn't be legal to make someone purchase something they don't want or need in order to buy a car.

  Business response

  03/21/2024

  Have already contacted Mrs. May and have come to an agreement. 

• Initial Complaint

  10/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They are doing warranty work on my challenger 2018. They said it needs a transmission replacement and I would have to pay $1200 out of pocket. Then today they say it will be $5000 that my warranty company is not doing their job I contacted my warranty department they are covering parts and sent a link to a transmission in the price range. I’m playing middle man between the warranty company and the dealer ship service department. They call and said the trans they ordered is 1745 but the quote from the warranty department is 1200. So I called warranty department again they said that I should probably get my car they are not honoring what they are sending them. So how I’ve managed to talk them down to $2500 but they are clearly trying to get money out of me and my warranty department there is no excuse for what is happening and is terrible to do to people

  Business response

  11/10/2023

  Customer was not happy that their warranty did not cover all of the repair.  Customer selected the option for repair.  Customer's vehicle is ready for pick up as of yesterday and is planning to pick up.  Customers issue is resolved.

   

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a brand new 2022 **** ******* and my car keeps stalling on me every time I’m at a red light or stop sign and try to take off again. I have to turn hazard lights on, switch car to park, push start button and go back to drive to take off again. This has been happening 3-5 times a day for the last 3 months. Every time I tell the dealership and try to get my car serviced I’m told they are severely backed up and aren’t accepting any new work orders until October/November time frame. I demanded that that was unacceptable in August when I received an oil change and had a drop off appointment set by ***** for September 15th. That morning I called to see if I can drop off my vehicle and was told no loaner was available but would be later that day. ***** never called back. Today on September 19th I called to follow up to see if I can drop off my vehicle and was told ***** is out of the office for the entire week and no loaners were available at the time. I’m driving a dangerous vehicle that can have me hit from the back if I can’t take off when sitting at a red light/stop sign. I have small children with me 90% off the robes during rush hour traffic time and I shouldn’t have to worry if I’ll be rear ended daily and possibly injured severely because my car is having some type of electrical or unknown issues causing me to not drive safely daily. I can’t say well I’ll just pay my car note around October/November so why are they not able to help me drive in a safe vehicle. This is ridiculous!!!

  Business response

  09/27/2023

  Vehicle has been repaired and is being returned to customer today.  This should satisfy customer's request.

  Customer response

  09/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have received my car back fixed on 9/27 and it seems to be fully resolved by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  08/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I brought my 2019 Jeep Wrangler to the dealership after all the lights on the dashboard came on. Months ago "your technician had diagnosed the issue as the whole wiring harness being the culprit to why I was having the dashboard lighting up" at the time and even now after seeing the receipt I was skeptical that that was the issue. However, I left the jeep with the dealership once again for a second diagnostics. Why was an $80 fuse ordered after the wiring harness had been replaced? Are you telling me that I spent over 4.6k on a harness when the culprit was a fuse? When I initially brought the jeep to the dealership, why was the fuse not noted as needing to be replaced during the initial diagnostic? Also, after reading the receipt my wife sent me, why is the dealership manufacturing customer statements of “customer states low voltage after replacing battery"? My exact words were that all the lights on the dashboard were on and that on the way to the dealership the speedometer had zero 'ed out. Secondly, you listed customer states " door connectors are not functioning properly"? Never had I stated that the door connectors do not function properly! Your technician had suggested the problem was the door connectors when I came the first time to pick up the vehicle. So where are we now? The initial issue when I bought the vehicle for servicing has not been resolved. Per your tech's diagnostics the issue was a bad wiring harness. When I called this diagnosis into question, I left the jeep there again for a second look. Again, the tech advised the harness to be replaced to fix the issue. As evidence of today when the vehicle was delivered, the issue has not been resolved since dashboard light were appearing once again. I am calling into question why a harness was replaced (which is a huge leap in trouble shooting steps), you effectively went straight to replacing a major component rather than finding the root problem. I'm going to need a refund.

  Business response

  08/28/2023

  Vehicle currently at the repair shop.  Found the issue and repaired.  Customer is scheduled to pick up vehicle by tomorrow.  Customer issue resolved.

  Customer response

  09/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Thank you again for being so short. The vehicle is back at your shop. Not even a day of my wife driving and the vehicle has the same issues that we originally had when we brought the vehicle in for service. You replaced an entire wiring harness to "fix" the issue but we continue to be where we started. I would like my $4,600 back since you evidently diagnosed the issue incorrectly now twice. I also would not be as frustrated with you if you answered phone calls and provide an update via email since I've told you multiple times that I am deployed. 
  
  Regards,

  Your customer, that you've had my car for 3 months. 
  
  
   

  
  

  Business response

  09/20/2023

  Update--vehicle is in repair shop.  Repair in progress as of 09-20-23.  Test driving vehicle now.

• Initial Complaint

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I've been taking my 1990 Jeep Wrangler to DeMontrond for the last 5-10 years for an annual "checkup". I took in there about 5 - 6 months ago and dropped it off. After not hearing from them in several days I emailed them. They responded that they found some problems with the engine and it would cost about $3-4,000. I told them that I trusted them but wanted to see exactly what was wrong with it. I never received this info. They went ahead and ordered the parts and advised that there would be a delay in the delivery of these parts. A couple of months later the parts arrived. They then came back to me and stated that upon further examination they found that I needed a new engine. They stated that they couldn't find the engine and would send me a list of place for me to check. If I found it I should order it and send it to them to install. They further stated that the Jeep needed new tires and an exhaust system and that they don't do that either. I was out of town on a Friday and emailed them that I would pick up the Jeep on either Saturday or Monday. They advised if I wanted to pick it up I would have to get a tow truck and it was disassembled. In the interim I found a place in Conroe that would fix the jeep and I advised DeMontrond that when it was put back together to let me know and I would pick it up. They said they would deliver it. I gave them the address and they delivered it "in pieces". I have yet to pick it up. I bought it brand new in 1990 and it has 72,000 miles on it and has always been garage kept. What a terrible way to treat a longtime customer. Thank you.

  Business response

  04/26/2023

  Customer returned my call yesterday.  Customer's request was fulfilled.  Issue is resolved.

  Customer response

  04/27/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  01/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  August 2022, I purchased a vehicle from Demontrond Conroe, Texas. When I looked at the contract I noticed that there was a $625.00 add equipment charged. When I asked Wade ******, the finance manager, he told me that this charge was from the auto loan company. I contacted the auto loan company they did not know anything about it. I then contacted Wade ****** again, he said he would have to speak with TEMO the Assistant Sales Manager. I called every day for an entire month to speak with Temo. He sent my calls to voicemail. I then sent a letter to document that I was trying to reach Temo. He never responded. A month later, I then contacted the acting General Manger Dustin for Demontrond Conroe, Texas. When I contacted the acting manager for Demontrond Conroe, Texas. He told me that I would need to speak to Wade ****** because the matter had been taken care of. I contacted Wade ****** again he told that this $625.00 charge was a aftermarket anti-theft device and that it had been disabled and the $625.00 amount had been deleted from my auto loan. I NEVER was told that a aftermarket anti theft device was added to my car. i contacted the auto loan company they said they don't know anything about it. I am owed $625.00 I read a lawsuit that the FTC filed against a dealership in Illinois regarding fraudulent junk charges on contracts. i am owed $625.00 from Demontrond. Wade ****** has sent me on a wild goose chase and it is unacceptable. My address to send the $625.00 refund check to is **** ** ******** ******* ******* ******* ******

  Business response

  01/09/2023

  I have already spoken to Mrs. ***** and submitted a check request for the cancellation of her THEFT/ETCH policy.  I let her know that the $625.00 will be going directly to her Lienholder, ******** **********  
  
  I gave her my direct contact information for any other questions or concerns.
  
  Thank you,
  
  Gerald ********- General Manager. 

  Customer response

  01/20/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau: I grateful that Demontrond sent a $625.00 check to my auto loan company.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  01/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I placed a deposit on a vehicle. My sales representative said he did not take a deposit from me. The $500 deposit cleared on my credit card. I did not buy a vehicle from this dealership. I have asked for my money to be returned and so far, no money and no response to my request.

  Business response

  01/09/2023

  ******
  
  I spoke to customer and have already issued a refund to his American Express.
  
  Thank you,
  
  Gerald ********- General Manager
  

  Customer response

  01/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  Gerald acted quickly and handled this in a professional manner.
  
  
  
   
  

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Around January 8th of 2022 I brought my 2014 Dodge Charger in because the back-up camera keeps transposing the picture which is a safety issue. Also for years the voice recognition & interface with my iPhone was not working properly. I attributed the voice recognition issue previously to Apple who is well known for not playing nice with aftermarket companies. What I was told was that this was a known issue and that they don't use the same vendor anymore for the infotainment system. I was also told that the only recourse was to get a new radio system. I asked them to order it for me and was told that it would be in in two weeks. They also insisted that I pay for this radio up front. So I shelled out $1,200 for this radio back in January. Since then, every time I leave a message I typically don't get a call back or I'm told that it will be two more weeks. Lately, I've been having luck getting responses via email, but the answer is always a date two weeks in the future that comes and goes with no call. I would simply cancel the order, but I don't know what other vendor I could get the infotainment system from. Also, I was lead to believe that I was paying $1,200 for a new radio, but then the sales person started talking about possible trouble finding a "core"... Now I am also concerned that they are charging me $1,200 for a refurbished infotainment system (or radio as they call it). Honestly, I don't feel that I should even be paying for the replacement of a part that was clearly faulty to begin with (as they described it as a known issue & told me they were using a different vendor). They chose this vendor & the vendor produced a product that was far less reliable then the rest of the Dodge Charger's key systems. Dodge should stand behind this issue.......

  Business response

  08/05/2022

   

  Customer is in our Dealership now having service issues addressed. He actually had been communicating with Dan ****** (advisor) since before his special order radio arrived back in mid July.

   

  We are currently addressing issue with rear view camera, he has asked for quote on other services as well.

   

   

  Peggy ** *******

  Executive Assistant-

  George A. DeMontrond III

• Initial Complaint

  12/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 2nd, my car was vandalized and the catalytic converter was stolen. I had the car towed into the dealership for repairs. I was originally told 2 weeks for parts and repairs. Now a month later, I’m being told that not until March 24th for parts, some 4 months later. Insurance covered a rental car for a month, and now I find myself without a car for 3 months due to their supply problems. I find this unacceptable since I can find the parts online through Amazon.

  Business response

  12/31/2021

  
  There is a National shortage of catalytic converters due to the amount of unforeseen thefts.  We have reached out to Mitsubishi and have been told that the part is due to be shipped out the week of Feb. 14th. They have offered to pay $750.00 toward a rental vehicle for the inconvenience. Your vehicle is still under manufacture warranty, and that is why we are ordering the original manufactured part from the manufacture to keep the warranty intact. If we install any other part that is not ordered from the manufacture, that part would not be covered now or in the future if any issues occur with that part, or if it causes any other part to fail.  If you would prefer, I can contact your insurance company and let them know that you would like to go with an aftermarket part or a part listed on amazon to see if they are willing to pay for that. If you would like to wait for the manufacture part, Mitsubishi will cover $750.00 toward a rental vehicle.
  
  

  Customer response

  01/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  

  Yes the BBB complaint is still there and I understand wanting me to close it, but as of right now, the issue is still there. 

  As an example, my parts are now supposed to be shipped around the 14th of February. The car you gave me to drive after the rental car has to be returned the 27th of January. That will still leave me without a vehicle until mine is fixed. Assuming my parts are shipped the 14th that is. 
  

   

  Jack ****** 

  
  
  Regards,
  
  
   
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩