ComplaintsforNew Smyrna Chrysler Jeep Dodge

• Initial Complaint

  12/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently purchased a 2023 Ram 2500 Mega Cab. I brought the truck in a week after purchasing to have retractable steps installed. While the truck was there they backed it into something and dented the rear bumper. After several weeks of waiting for them to call and tell me the replacement bumper was painted and ready to be installed I called and the bumper miraculously appeared that same day. I scheduled to bring the truck in the following Monday morning and was waiting for it to be replaced. I notice that the replacement bumper was only painted on the side you could see. They didn't paint the back side like the factory bumper was. So they sent me home in a rental jeep. After a few days on Thursday I called towards the end of the day to see when it would be ready. Joey M told me he would check on it in the morning and get back to me. I did not hear from Joey on Friday. Monday morning I called and was told Joey would call me back. He called me back within 15 minutes and told me that there was an issue with my bumper and they were going to have to repaint it. A few hours later around 1:50pm he called and said that it was a mistake, my bumper was fine and the truck was ready for pickup. I asked if he had personally looked at it and was sure that I would be happy with it. He said yes so I packed up my tools and left a customers house early in order to drive the 2 hours from Fort Pierce to New Smyrna to get the truck. Upon arrival I noticed the truck was orange from metal shavings and dust that was rusting all over the truck. It has been over a week since that day and I have yet to hear from the General Manager or a Sales Manager on how we can resolve this issue. I have been told by the Service Manager that my only option is to accept the truck as is after it has been at the body shop they use because it was just minor issues. He even told me that it was from the train when the vehicle was originally shipped. Which is a complete lie.

  Business response

  12/19/2023

  Mr. ****** did purchase the vehicle from us and brought it back to have retractable sidesteps installed.  When the vehicle was here, it was backed into by an employee. The bumper had a small dent in it and was unable to be repaired.  When Mr. ****** came to pick up his vehicle, we disclosed the damage and told him that we were going to order a new bumper, have it painted and installed on his vehicle at no cost to him. The reason it took so long for us to contact Mr. ****** and have his vehicle brought in is because it took that long for the bumper to arrive.  When we recieved the bumper, we sent it to the body shop to have it painted.  When we got it back, we noticed that only one side of the bumper was painted and sent it back to have the other side painted.  At this time, we provided Mr. ****** with a rental vehicle at no cost to him. When the bumper came back from the body shop, we installed it and called Mr. ****** to pick up the vehicle.  When he got here, he noticed that there was orange stuff on the paint of the vehicle. Mr. ****** left the truck here and took the rental vehicle back home.  I sent the truck to the body shop to have the orange stuff removed from the paint. I spoke with the body shop that's correcting the paint issue and they are confident that there will be no long term effects from the orange stuff that's on the paint.  I have been in constant contact with Mr. ******.  We have made him a variety of offers to resolve the issue.  Mr. ****** has not been receptive to any of the offers and wants us to do a collateral swap and put him into a new vehicle.  That is an unrealistic request.  I spoke with Mr. ****** yesterday via email and informed him that his vehicle should be done today and that I would contact him when it is done.  I am willing to have the vehicle delivered to Mr. ****** so he does not have to take any time off work.

  Business response

  12/19/2023

  What I can assure is that when the bumper arrived, the customer was notified and we made arrangements to get the vehicle repaired.  The issues with the paint are being corrected. The reason I sent it back to the body shop is because it is a new truck and I want to make sure the vehicle is like new when I give it back.  The vehicle is being buffed and the having the orange stuff removed from the paint.  I have spoken with the oner of the business and we are unwilling to refund or do a collateral swap with this vehicle. 

  Customer response

  12/19/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Their assurances are based on lies. 
  

  I will say it again for the people that can’t comprehend. I called Joey for an update on the bumper and when he looked into it the bumper it was already at your shop. Stop making up stories and start the paper work needed to cancel the loan and refund me my money. 
  

  I don’t believe that you or the paint shop are giving an honest assessment of the damage because you don’t want to understand that I am not accepting this vehicle as my own. 

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

• Initial Complaint

  05/23/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  Inquired about specific vehicle advertised on the dealer web site. Dealer stated it was available not at the specific facility I called but at a sister store. Inquired about test driving and was encouraged to drive a unit advertised as the same in inventory at this facility but different color. Encouraged to bring a potential trade vehicle for review. Wife drove trade was undervalued and didn't agree on terms for trade. Informed dealer Had preapproved financing or offered to fund purchase. Agreed on price of the original unit we inquired about and was encouraged to finance locally to streamline the process. Told they could match our finance rate. Again, stated could finance of fully fund transaction. Initial paperwork completed with down payment. and was to finalize the next day when specific vehicle arrived. Dealer stated after paperwork was started they could not legally match the finance rate in the state of Florida and it would be higher than we had preapproved. Informed late morning of the day the vehicle was to be ready for pickup it was gone but not sold. Told the sales manager took for weekend, they were looking for it, to we have a different unit for more money. Initial inquire was Wednesday evening. Finally told late Saturday morning. Money was not refunded until Tuesday. Our research has yielded the initial car we intended on purchasing was sold the Tuesday prior to our inquire. I have requested Management - owner contact information for New Smyrna facility but have not been provided.

  Business response

  08/03/2022

  Business Response /* (1000, 8, 2022/06/09) */ On 5/11 the customers came to the store on a vehicle that was at our Jacksonville store. I called the Jacksonville store and asked if we could work a deal on their vehicle. This is common practice with our Jacksonville stores where we trade vehicles. So on the night of 5/11, we made a deal with our customers and we agreed to send a driver to Jacksonville the next morning. On the morning of 5/12, I received a phone call from the Jacksonville store that our driver was there and in the system, the vehicle shows there but it was sold by the other Jacksonville and at that time our manager called our customers and informed them of what happened and offered them multiple options. One of the options was to order exactly what they wanted at a lower price and the other option was to find a vehicle similar to the one they wanted. Were not happy with what happened at our Jacksonville store but we don't own the vehicle and at times it's out of our control! Consumer Response /* (3000, 10, 2022/06/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) NEVER told by this dealer the Jeep we purchased was sold. Not even in the last communication. Original communication from the dealer was they did not find the vehicle we purchased on the lot. Stipulated it was not sold because a fob and book for that vehicle was still at the dealership. Told to wait the weekend because the sales manager took it home. Note General manager at the dealer with the Jeep is only out on Wednesdays and was available Thursday through Saturday of that week. Interacted with two individuals one representing himself as a salesman and one who represented himself as the finance director that at one time was a sales manager. Requested management and owner contact information it was never provided. Note most dealerships have at minimum general manager contact information on the web site. This dealer does not. Never offered a cheaper vehicle. Only offered units outside our interest but nothing suggested as cheaper. Note cheaper never offered. This dealer listened to nothing we originally discussed for the vehicle we showed interest with. Was offered a unit that had more options for $3000 more but never told about extra options. We had to push for an definite understanding of what happened to the Jeep we purchased, and the dealer finally gave us a Saturday morning time they would have answers. We asked how this problem would be resolved when they don't find the vehicle. It was after our direct question we were told we could order one with possible 6-8 week lead time. Couldn't trust anything we were told up to that time and didn't have any confidence they would be truthful. After our discussion Friday afternoon we called the dealer location that originally had the jeep physically in stock for a potential test drive to be informed it was sold the previous Tuesday. That call lasted 4 minutes and 31 and seconds. Note New Smyrna dealer stated they could not get anyone from the other dealership to communicate including answering phones. We inquired online about a Jeep Wed 5-11 Late afternoon early evening set up a test drive for Thursday. Thursday 5-12 came to terms and stated want the best price could fund the transaction outside of the dealership if needed. Encouraged to work through the dealership. No better pricing offered to work through dealership just pushed for ease of transaction. Friday 5-13 informed about 30 minutes prior to us picking the vehicle up they could not find it on the lot. "its not sold because a key fob and book were still present" Friday 5-13 late afternoon we called the dealer that physically had the jeep to be informed it was sold Tuesday May 10. Saturday Morning New Smyrna just called and stated "that Jeep is gone". We said we were done and wanted our money back. Tuesday May 17 finally provided our money back Individual impact tremendous amount of loss time. Additional credit inquire that was not needed. Extreme loss of confidence with Jeep dealers specifically this one. I expect an owner or higher manager to call and explain how this is a sustainable business plan and not considered practices that influence fraudulent behavior. This dealer should lose any credential allowing them to represent any reputable manufacture. This dealer mislead and was not truthful throughout the entire process with absolutly no customer consideration.

• Initial Complaint

  03/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Good afternoon All. I hope everyone is have a great day. With that being said, I have to let you know been dealing with an issue with one of my vehicles from the time of purchase. Please allow me to give you things leading up to today with the issue I am having with NEW SMYRNA CHRYSLER, JEEP, DODGE AND CHRYSLER, JEEP, DODGE CORPORATION. Over the year we have purchased almost 300K in vehicles from this dealership. Chrysler Sebring, Dodge Durango, Ford Focus (all used for the kids). 2005 or 2008 not sure of the year for the Dodge Magnum, 2010 Dodge Challenger RT, 2011 Ram 1500 pickup, 2013 2 door Jeep Wrangler, 2015 Dodge Challenger Hellcat (Paid Cash For) and 2017 4 door Jeep Wrangler Sahara Winter Addition (this is the problem vehicle). Within months of having the vehicle we experienced major leaks inside the vehicle. We took it to New Smyrna to get fixed they had it for several weeks and said it was fixed. We get it home and the next rain we got it majorly leaked inside again. So, we took it back. This went on several time before they took it to the body shop and took (supposedly) took the front portion apart to determine it was because the windshield was not seated properly and had the nerve to ask us if we had been in an accident with the vehicle. I told them not unless your people had wrecked it. So, we get it back and it is still leaking. This jeep has been back to New Smyrna over 12 times for this issue. So, this last time I called Corporation, they told us they were going to get it fixed at their expense I thought ok finally. NOT !!!!!!!!!!! They said that it needed a new door and that is going to cost you 2,800 dollars. And that doesn't guarantee that it will solve the problem. (Now mind you they have actually had my vehicle more then I have). Oh and the other problem I have been having is with the rear defroster wire keeps breaking off so they keep sawdering it (5 times now but who is counting after the leak).

  Business response

  03/30/2022

  Business Response /* (1000, 5, 2022/03/30) */ I have spoke with my Area Manger S********* and she is willing to issue a check for $1,000 to resolve this issue. Consumer Response /* (3000, 7, 2022/04/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) After really taken a good long look at the door and going to a local body shop to have them look and see what they think without touching it. They told me that even if they had to replace the door that it shouldn't have even come close to what New Smyrna Charged. And to top it off the wire in the back window is left hanging down, the door panel isn't put back together all the way and it still leaks water. Business Response /* (4000, 9, 2022/04/01) */ If the vehicle is still leaking water I can get the vehicle back to the body shop to get it looked at. I can also address the wire at the same time. Additionally, the $1,000 offer is the most that I can get from S********* for your reimbursement. Another shop telling what we should and shouldn't charge is irrelevant. The customer agreed to the cost and now it's an issue??? If there was a cost issue, it should have been addressed before the repair were completed. Consumer Response /* (3000, 16, 2022/05/26) */ This matter was never resolved. I still have not received any money and with my husband passing away during all this mess I haven't been able to deal with this case. They never should have charged me 3,038 and change to fix something they should have fixed in the beginning. And he stated that we would get a check from corporate for 1,000 and we never got that either. If I don't receive my money I will take this matter up with the local news stations to let them know how business is handled with this company. I am trying to make ends meet after the loose of my husband and the loose of his income and they don't honor their committments. Business Response /* (4000, 18, 2022/05/31) */ I submitted a response on 03/30/22 and this is the first tine I have heard back from you. I am sorry to hear about your loss. I will get with my Area Manager and get the check cut and mailed to you. Consumer Response /* (4200, 25, 2022/07/14) */ This still hasn't been resolved. I still have not received any money back as of yet. I have been waiting and checking my mail every day. This is really getting out of hand. I am in desperate need of what is owed me. Business Response /* (4000, 27, 2022/07/15) */ I have again reached out to my Area Manager to see what's going on. This was supposed to be taken care of already. Consumer Response /* (4200, 34, 2022/07/27) */ This is not closed. I still haven't received any money yet and it is going on 4 months.

• Initial Complaint

  01/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My truck was submitted to new Smyrna beach Dodge ram and it had a water leak allowing mold and mildew to engulf the inside of cab. They fixed the leak, and I was under the intention I was getting all new interior when all they did was remove everything air and deep clean then replacing it all back. That was July 29 2021, since then my roof has mold, my carpet is mold and mildew, interior paint is flaking off, one part is discolored, my seats are flaking dust particles. My electronics are acting up again, my truck is a wreck Funny smells, their is rust forming under seats, my tool box lid doesn't work properly inside and several panels inside are loose. Their must be clips broken.

  Business response

  02/25/2022

  Business Response /* (1000, 5, 2022/01/27) */ Contact Name and Title: Bruce H****** / Manager Contact Phone: 3864241300 Contact Email: ************************* We have tried to reach out to the customer three times to try and resolve tis issue. We left messages all times. The customer has yet to call us back. Consumer Response /* (3000, 7, 2022/01/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I JUST TRIED TO CALL AND DIANE WAS NOT IN HER OFFICE, THAT IS WHAT THE LADY STATED, SHE ALSO STATED THAT DIANE WAS THE ONE HANDLING THOS COMPLAINT Business Response /* (4000, 9, 2022/01/31) */ We have once again tried to reach out to the customer and again, no response.

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