Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/12/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/11/2023, I saw a Ram **** Power Wagon on line for $61,997. I called the dealer and spoke with ****. I told **** that I wanted the truck and had a trade in. I asked what they would give me. He told me $33,000. This was lower than an offer that I already had. I told him that I would be selling my car and come to the dealership later. The deal on my car fell through. I contacted **** again to see if we could negotiate a better price on my trade. In the middle of those communications, he went radio silent. I called the dealership and spoke with *** who was helpful. I explained to him the situation with the trade and that I had a KBB price. I also explained that I noticed the price of the truck increased $10,000. We reached an agreement for $40,000 guaranteed on my trade to potentially increase upon inspection. He told me that the price was a mistake from the original to the current. I said that we would deal with the price when I got to the dealership. We drove an hour and half. We waited for over an hour for them to run our credit to negotiate. **** showed me a deal at the increased sales price and only $38,000 for my trade. I told him that I would only accept the $40,000 that I was promised and I wanted the $61,997 because anything else would be false advertising. He argued with us and would not listen to anything we said. When he got the manager, the manager claimed that we were brow beating ****. He said that they could change the price any time. He said they could refuse service to anyone and they were not selling ** a car. They didn't give the key to my car back. I had to ask for it. As we were leaving, they were saying things like we were trying to take advantage and wasted their time. The whole reason I negotiated in advance was to not waste the drive. They also listed features the truck did not have.

  Business Response

  Date: 03/14/2023

  A potential customer called our sales department about a _____truck we had listed for sale online. Once we began negotiations it was clear that he was not willing to pay the $61,987 posted price of the vehicle, which can happen during these negotiations.
  
  
  
  As our sales manager looked over the vehicle's paperwork, he discovered that the truck was priced incorrectly and was in fact a 75th Anniversary edition that has an $11,715 upgrade package. We adjusted the online price accordingly.
  
  
  
  Once the price was updated, the customer called us demanding that we honor the original price that had been posted. We clearly explained the price difference and the disclaimer we place on all vehicles:
  
  
  
  Prices do not include additional fees and/or costs of closing, including but not limited to government fees and taxes, any finance charges, any dealer documentation fees, any emissions testing fees or other fees. All prices, specifications and availability subject to change without notice. Contact dealer for most current information. Listed prices do not include Dealer added accessories. Manufacturer's Rebate subject to residency restrictions. Any customer not meeting the residency restrictions will receive a dealer discount in the same amount of the manufacturer's rebate. Not compatible with special finance, lease and some other offers.
  
  
  
  The customer came to our dealership quite upset. We again tried to explain why we could not sell the vehicle at a lower price. We tried to offer them another vehicle, but they insisted that we were required to sell them the truck. The situation quickly escalated and for the security of our team and other customers, we had to ask them to leave.

  Business Response

  Date: 03/14/2023

  A potential customer called our sales department about a 2021 Ram **** Power Wagon truck we had listed for sale online. Once we began negotiations it was clear that he was not willing to pay the $61,987 posted price of the vehicle, which can happen during these negotiations.
  
  
  
  As our sales manager looked over the vehicle's paperwork, he discovered that the truck was priced incorrectly and was in fact a 75th Anniversary edition that has an $11,715 upgrade package. We adjusted the online price accordingly.
  
  
  
  Once the price was updated, the customer called us demanding that we honor the original price that had been posted. We clearly explained the price difference and the disclaimer we place on all vehicles:
  
  
  
  Prices do not include additional fees and/or costs of closing, including but not limited to government fees and taxes, any finance charges, any dealer documentation fees, any emissions testing fees or other fees. All prices, specifications and availability subject to change without notice. Contact dealer for most current information. Listed prices do not include Dealer added accessories. Manufacturer's Rebate subject to residency restrictions. Any customer not meeting the residency restrictions will receive a dealer discount in the same amount of the manufacturer's rebate. Not compatible with special finance, lease and some other offers.
  
  
  
  The customer came to our dealership quite upset. We again tried to explain why we could not sell the vehicle at a lower price. We tried to offer them another vehicle, but they insisted that we were required to sell them the truck. The situation quickly escalated and for the security of our team and other customers, we had to ask them to leave.

  Customer Answer

  Date: 03/15/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The response is 100% untrue. I stated that I wanted it at the $61,997 when I called in the morning. We could not agree to a trade in price for my vehicle, and I had a better deal pending. That deal fell through. When I attempted to negotiate a better price on the trade in later in the day, the price had been increased $10k. We negotiated a guaranteed price on my trade in. Upon arrival at the dealer, I found that the truck did not have adaptive cruise as described in the ad. In addition, the dealer did not honor the promised trade price. They tried to claim that the full price was given in that the taxes were reduced. That is not how the math works. The taxes were reduced as a result of the amount that they had given me for the trade. The taxes would have been even less if the actual trade in had been honored. In addition, I attempted to negotiate the price of the truck by advising that I wanted it for the $61,997 as advertised. I informed the salesman that I would not be penalized for their mistake. I noted that this type of behavior amounted to a bait and switch. I anticipated a counteroffer on the price. Instead, we were told that they could change the price as many times as they wanted and as much as they wanted whenever they wanted. The sales manager also told ** that they could refuse service to anyone and they would not be selling ** a car. He demanded that we leave but continued to argue with ** about the price. At that point, we advised that we could not leave without the key to my car. He provided it to us. Then, the salesman having gained confidence followed us out the door yelling at us the whole time about wasting their time. I wanted to avoid having anyone's time wasted which is why I negotiated the trade before leaving for an hour and half drive to the dealer towards the end of the day on a Saturday. I tried to explain to the manager before he ordered ** to leave that in contract law there is an offer and an acceptance. The offer was the ad at $61,997 which needed to be honored or they were violating the law regarding contracts. I accepted that when I called in the morning advising that I wanted the truck. He wouldn't listen to anything that we had to say. It was very apparent that they planned this from the outset. While we were trying to work out the price with the salesman, my children listened to them disparage me to each other. My biggest issue was the false advertising for the price and features and bait and switch on the trade in price.
  
  We did not arrive at the dealership upset. We were joking with the staff that greeted us upon our arrival. This is not my first vehicle purchase. I know what goes into the price. They did not try to explain anything. They argued with us as soon as we tried to negotiate. They did not ask us to leave for the security of anyone. We were the only ones at the dealership. They did not offer another vehicle. Their entire rebuttal is a lie. Evidence of this is that I am female. I am the one who handled all of the negotiations until arriving at the dealership. It was not until my husband and I were discussing the price with the salesman that a male became involved in the negotiation.