ComplaintsforCarthage Chrysler Dodge Jeep Ram

• Initial Complaint

  10/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The website offered a bait-and-switch price you get to the dealership and they have a $3k gap in price they cant explain.When you press them for details they explain the websites every day price includes a number of rebates you dont qualify for unless you already have a **** product, and also are a veteran or first responder.However when you look at the websites terms and conditions of the listed every day price it only mentions the veterans and first responder discount which together totals $1k. When you press them for the remaining $2k gap they they say the every day price includes a $2k discount for already owning a **** product; but the websites terms and conditions dont say anything about that discount being included when you look!It took the Sales Manager to come out and offer these explanations when we told him we felt the website had baited-and-switched us with false advertising, another man (general manager maybe?) started bursting through the door loudly yelling from across the room that the website was correct and the terms were listed.We tried to explain to him the sales manager had already agreed with us a second ago that the $2k **** discount was NOT listed in the prices terms and conditions, and then he yelled louder that it doesnt matter what the sales manager said, he was wrong. But we could see with our own eyes that the website was wrong, and this (general manager?) was the one who was wrong.Not only was I upset by the bait and switch every day pricing on the website - but we had even spoken on the phone with the sales *** before visiting the dealership. He confirmed the every day price was correct for us then when he should have taken that opportunity to explain to us that we would need to own a separate **** product AND we would need to be either a veteran or first responder to get that price.Once the general manager started to yell at us that the website was right (when we could see it was missing the pricing

  Business response

  11/15/2024

  Thank you for taking the time to share your experience, and Im sorry to hear that you had a frustrating visit to the dealership. We absolutely understand your concerns, and I want to clarify that our intention is never to mislead or cause confusion and we in no way do a bait and switch. We strive for transparency. The pricing on our website, as mentioned in the terms and conditions, is meant to provide an estimate that includes potential incentives, rebates, and discounts based on specific qualifications. These rebates, such as those for veterans, first responders, or current **** owners, may not apply to every customer and can vary based on individual circumstances. Unfortunately, When it comes to internet pricing and promotions, its important to note that these prices are typically based on a variety of factors that can vary from customer to customer, including eligibility for specific rebates, dealer incentives, and financing terms, as well as credit score and other qualifications. Similar to how car manufacturers advertise "starting prices" or "special offers" in TV commercials, the price you see online is generally an estimate based on certain conditions, which may or may not apply to every customer. I would also like to correct the record regarding the involvement of the Sales Manager. The Sales Manager was not present at the initial discussion about the pricing, and the explanations about the price and were provided by two of our sales representatives. After overhearing the conversation and realizing there was confusion about the details, the Sales Manager came over to assist and ensure that any misunderstandings were cleared up. He did so to help clarify the situation and address any concerns regarding our sales **** and the companys integrity, which were being questioned. In regard to the situation where the Sales Manager was involved, I do apologize if his tone came across as louder than intended. We understand how it could have been perceived as "yelling," but I assure you that he has a naturally deep and strong voice, which sometimes can come across more forcefully than meant. We have received similar feedback from both customers and employees, and we will work to ensure better communication going forward, especially when discussing sensitive matters. Regarding the pricing and the **** rebate, we did explain that third-party websites, unfortunately, dont always update in real time, and as a result, some of the rebates or offers listed on those sites may not reflect current eligibility or availability. Thats why we include the disclaimer: listed at the bottom of every car that is listed on the website. Now Id like to address the everyday price issue. After reviewing our website thoroughly, I can confirm that we do not have a specific everyday price listed for any vehicle. We strive to provide as much information as possible about pricing, incentives, and financing options, but if you came across language that suggested otherwise, I sincerely apologize for the confusion. If you have a specific link or page in mind where you saw this reference, wed be happy to take another look and make any necessary adjustments.   When you visited our dealership, our team made every effort to clarify any misunderstandings and provide a thorough explanation regarding the pricing and terms. However, to accuse our staff of dishonesty (by calling us liars) and have the character of the dealership questioned, we still maintained a manner to attempt to get you in a new vehicle. Please also keep in mind that our dealership reserves the right to sell or decline to sell any vehicle at its discretion. While we are committed to offering a positive and transparent experience for all customers, we may choose not to engage in a transaction if we believe it is in the best interest of our business, staff, or customers. We genuinely tried our best to meet your needs and ensure a satisfactory resolution, even in the face of such accusations. However, we also want to maintain an environment where all of our customers and employees feel respected and comfortable, and we also had other customers on the show room floor that felt very uncomfortable with the way that the areas of frustration where being communicated.  "We greatly value your feedback and are dedicated to ensuring that all our customers receive clear, transparent information. Due to the rapidly changing nature of rebates and other factors that influence vehicle pricing, we understand that exceptional communication is essential throughout the purchasing process. We remain committed to fostering this level of communication to provide the best possible experience for our customers. Thank you again for sharing your thoughts with us. Your input is important as we continue to improve our service.

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