Complaints

• Initial Complaint

  06/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My husband and I arrived at the dealership and met ****** who was phenomenal. As negotiations continued we asked to speak to the *** *************************. Within two minutes I left the dealership with my 15 year old in tears. Needless to say he was so incredibly unprofessional, rude, yelled and proceeded to follow us into the show room yelling what did I even do? repeatedly I have never experienced anything like this in any field of customer service. I felt completely blindsided and attacked. ****** followed me outside to apologize and my husband said to ****, you should feel bad you cost her a deal to which his response was she will get over it. Is that what ********************** believes in? Is that how a General Manager treats not only his customers but his employees. It was disgusting and classless. What type of company allows this type of human to be at the helm of their dealership. I have heard so much about Mr. ********************** and his legacy that its unfathomable to me that someone would behave in such a manner. I am so utterly disappointed as we were so excited to purchase the perfect brand new Chrysler Pacifica Pinnacle with ****** on the spot today. A true apology from **** as well as someone above him reaching out to conduct this deal so ****** doesnt miss out would go a long way!!

  

  Business response

  06/18/2024

  I have had an opportunity to review this complaint and I"d like to apologize for any misunderstanding that *** have occurred in our initial engagement. The Pearson Group prides themselves in the service to our prospective customers locally and in the greater ******** area. Our mission is to always provide an experience that promotes a comfortable and safe environment, within the laws and regulations of the state of ********. Thank you so much for taking the time to share your feedback with our team. We will always strive to continue on improving our process and approach.
  
  Thank you,
  
  *************************
  General Manager
  Pearson Chrysler Jeep Dodge Ram

  Customer response

  06/18/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  ****, I reached out to you personally via email and you have yet to respond. You have also failed to offer any solution. 

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

  
  

  Customer response

  06/18/2024

  I walked into the Pearson Chrysler Jeep Dodge Ram dealership today to purchase a brand new 2024 Chrysler Pacifica Pinnacle. We were greeted by ****** who was a delight and showed us all of the options and was walking us through the negotiations. When we reached a point in the financial discussions my husband asked to speak to the General Manager, *************************. He entered the room with a condescending and demeaning attitude and proceeded to be so insufferable I left with my 15 year old daughter after barely 2 minutes in tears. He was the most unprofessional sales associate I have ever encountered and to think this is your General Manager! He shouted, rolled his eyes and when I politely got up to leave he acted very aggressive throwing his arms in the air yelling " What did I even do" repeatedly. He then followed us out into the showroom and I was completely mortified that his behavior was continuing. I left and went to the car with my daughter to remove her from the situation. ****** followed us to make sure we were ok....she is a complete gem by the way and by no means deserves to work in such a tyrannical and toxic location. My husband said to ****, "What's sad is you ruined this deal for ******" to which ****'s response was "She will get over it!" I cannot even fathom how you have someone like this at the helm of your dealership. I was so ready and excited to purchase the perfect vehicle and ****'s actions have prevented me from being able to do so. I would love someone with more class and character to make this happen not just for my family but your sales associate ******. I know that Max ********************** would have wanted better and it's a shame that the company is allowing someone like **** to tarnish and degrade the business he built.

• Initial Complaint

  03/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This even has a lot of parts to it. So I will put it in a timeline:12/2023: purchase jeep #1. After signing loan paperwork, they tell me the final diagnostic check ran a code. Tell me part will be in tomorrow and they will bring Jeep to me. Send me home in dealer car. Next day, replace part - still throwing code. Engine will need to be taken apart. I said no (its a brand new vehicle with 5 miles on it). So they said they will find a jeep like I wanted, cancel all loan paperwork and to hang onto dealer car. Week later, I go and pick up new jeep. Sign loan paperwork for vehicle and go home. Loan payment starts 1/15/24. Fast forward to January.. I hadnt received any information re: payment. I look at the documents and bank info. Go to bank website and create an account to set up payments. Bank website says account closed. I email finance and manager at Jeep telling them whats going on. Over the next week, I communicate via email with Jeep and they tell me they cant find my loan anywhere. Eventually they leave a voicemail and they tell me I need to come in and sign a new loan. Then I get an email my credit was ran (again). So now I have to go back and sign ANOTHER loan, manager of finance tells me at least I got a free vehicle for two months. Meanwhile have to call Hanover county re: personal property taxes because those are incorrect. Fast forward to now: the first loan shows on my credit and im having to go thru dispute process with the bank, cancelling the first account etc. This has been a nightmare. All at no fault of my own. The jeep and the bank are blaming one another for this and Im the one still dealing with the stress of it 4 months later. Multiple settlements requested: fix my credit, compensation for the continued headache. And all of this due to someone running a stop sign and T-boning me in my 2014 Jeep.

  

  Business response

  04/11/2024

   

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

  Complaint# ********

   

                                     I will try to answer your concerns as written in your complaint in order to the best of my ability since I was recently made General Manager of this store. I have talked with all relevant parties involving this purchase and collected relevant documents to support what the dealership did to help clear up this matter.

  In reference to the original vehicle. The 1^st vehicle did have a problem with the "final diagnostic check". We tried to address it by replacing the part that was throwing the code. It did not work. The dealership tried to find the same vehicle and was able to do so, but not a 2023 model like the first one you signed for, but a 2024 model at the same monetary figure. Please refer to the copies of the bank contracts in attachments.

  As for the bank due dates, the original contract for the 2023 vehicle was due on 01/14/2024. The 2024 vehicles payment due date was 03/10/2024. Please refer to the bank contract again for validation. The customer states that she made attempts to retrieve her acct number herself for the loan and was unable to obtain is due to the loan paperwork being held and not processed because of the above issue with the 2023 vehicle. We initiated the hold to prevent any contract issues. Please refer to the correspondence between us and the bank in the attachment above.

  In reference to the credit being ran again. It is the banks policy to only allow 30 days for an approval to be open. The credit was run again because it was needed to finalize the credit for the new 2024 vehicle loan. Please refer to the attachment with the resign date for the 2024 vehicle and the original 2023 vehicle contract.

  In reference to the county of registration. We put on the *** form VSA17A, application for certificate of title and registration the county of ******* on both form for the 2023 vehicle and 2024 vehicle. We also never processed the 2023 vehicle as noted above because of the issue with vehicle. Our office manager even wrote a sticky note that was affixed on the original *** work as to when she could file the new vehicle. Please refer to the copy of the *** forms.

  In reference to the dispute process with ******** I called our representative for ******* and had her look into this dispute and she advised me the customer has no record of any dispute and she reassured me that ******* would have resolved this issue had it even got to the point of it showing up on her credit bureau by showing the vehicle with zero balance. As people who deal in credit she informed me that it would not have affected her credit either way.

  In reference to compensation, I dont know what else the dealership was suppose to do. We provided the customer with a 1 year newer vehicle at the same monetary figure. We provided her a vehicle to drive while we located the new vehicle at no charge. She made no payments on the original 2023 vehicle and we wrote her a check for $500.00 for her patients.

  In reference to her 2014 vehicle she was T-boned by, I am sorry but the dealership had nothing to do with this. I am sorry this transaction happened this way, but I can assure you we took all the necessary steps to make sure the matter was handled as smoothly as possible. Unfortunately, the ******************************************************************************************************************************* the above paragraph.

  If I can be of further assistance, please feel free to contact me.

   

  Sincerely,

   

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

  General Manager

  Pearson Chrysler Jeep Dodge Ram

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

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

   

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Jeep Cherokee had work done 5/2/22 at their service department. It was covered under my warranty MaxCare. MaxCare paid the dealership to fix the Throttle Body Gasket, $607. 20 days later my car broke down again, with the same symptoms, warning lights (throttle light), and it is undriveable. Unfortunately, I was 2 hours from home and the Pearson Jeep dealer. Roadside assistance towed the car the nearest Carmax, which cost me an additional $49 due to extra distance. The car was purchased at Carmax and that is the warranty company. I was left stranded on I-95 with my child and myself and no ride back the 85 miles home. The dealership is refusing to work with me to fix the problem. Since it is the same issue, it is not covered under my MaxCare warranty, but their parts and labor warranty. The car is undriveable. I asked they tow it to a partner Jeep dealer or their place to have it fixed. They are sending me onto various people. When I tried to call other Pearson dealerships in the area, they told me to take it up with Pearson Jeep. Carmax can fix the car, but the warranty company will not cover the same fix. So they are trying to also call the Jeep Pearson dealer to discuss. Jeep wants a diagnosis, which is $150 at Carmax. Or they suggest I tow the car to them, I received an estimate of $600.On 5/2/22 Pearson Jeep also fixed an error on my car and charged me $150 not covered under warranty. Despite Carmax already saying it was NOT the battery for the auto start and suggesting I take it to the Pearson dealership. Last week, that same error light and warning text came up twice. The car was still driveable, unrelated to the throttle and I was told to wait till next service by Carmax. I called the Pearson Jeep dealership two times to discuss this problem, with no reply PRIOR to the throttle and full breakdown. I am at a loss. My car does not work and is at a location 85 miles away.

  Customer response

  09/12/2022

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  Pearson Chrysler Jeep Dodge did contact me August 22nd regarding complaint ID ********. Apparently the complaint was in a spam folder. Since I had never heard from them and had to resolve the repair on my own I did so and then sold the car in early June. After 3 months the chief operating officer did contact me, around August 25th.  There was not much he could fix at that point, but he did refund the cost of the initial repairs at $129. Hope that helps.
  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. ↩