Went to buy a car, asked for certains option, was told by saleman the option was included, after buying car, noticed option not there.
My husband and I started looking for a new car March 2014, we visited many dealerships, and finally came back to Lake Norman Chrysler, Jeep, Dodge, Torrence Creek, Cornelius, NC XXXXX, and we had purchased a few cars from there before and felt comfortable with the service we had gotten there before. We had also recommended a few people who bought cars there too.
We had a bucket list of things we definitely wanted on the car and made this clear to the salespeople ***************** we dealt with.
One of the top items that was a must for me was the backup camera and sound effects, since I had been so used to it for the last 8 years. When we went for a test drive with the salesman,****** he showed us the camera and I asked him if the camera beeped when getting too close to an item, he said yes. This is where the problem began. I did not question him at the time, assuming he knew the options of this car. Well 2 weeks after I bought the car, I realized that I never heard a beep, thinking perhaps I never go near enough to anything for it to activate. My husband and I tried it, as he stood behind the car as I backed up, NOTHING!
Well, I called the dealership to questions the salesman, but I found it very hard to get anyone to talk to there, so I took a ride down there, I stopped by, the salesman wasn't there that day, but two other salesman spoke to me and looked at my car and told me no it didn't have the beeper. I was very upset, as this was one of my top options I required. I subsequently tried calling the salesman during the next few weeks,left messages, with no return calls, I stopped by again, he was with someone, and I waited, I waited for almost an hour, then I had to go, still not being able to discuss this with anyone.
I called again, and finally got to talk to the salesperson, he was basically not understanding or acting like, to what the problem was. He said he really didn't remember saying that option was on the car, to which I reminded him, my husband was in the back seat, when I asked and he replied, then he was like eer, well I don't remember. He said that they was nothing he could do, but would look into how much it would cost me to have this option installed!! I told him that was not acceptable to me, since this was an option so important to me and he knew it, I then tried talking the General Manager ***** ***** and the Sales Manager ******** who had handed us off to this****** no one got back to us, I can't begin to tell you how frustrating this whole ordeal, no one wanted to even hear what my problem was, no less try to satisfy a customer.
That's when I decided to call Chrysler Customer 6/25/14, at X-XXX-XXX-XXXX. I spoke to a ******* who gave me a case number of XXXXXXX, he attempted to reach someone at the dealership, and put me on hold. He got back to me and said (********* ****) would call me back and then he would follow up with me. Well Ms. **** did call me back and stated that she had spoken to General Manger ***** and that they would pay for the labor to put the part, but not the part itself, I told her I would think about it. (she said she would get back to me) Well, I did and thought, no,this is not acceptable, I was told I would get this option before I bought the car, and I don't have this option, I didn't feel as if I had to pay anything for this option. Anyway almost a week went by, no call from the dealer of customer care, so I called Customer Care again, spoke to******** this time (7/1/14), she called the dealership and left a message for someone to get back to me, well day before the 4th,7/3/14, I called spoke to ****, he explained that the case was closed! I said what? No one has contacted me. He said that the GM closed the case,(**** tried calling there for me to clear this up) and came back to me saying that the GM didn't want to talk to me, and that they would pay for the labor for this option, but not the part, & for me to deal with dealer, Customer Care done.
Here's the situation in a nutshell
* Wanted to buy a car
* Asked for certain options
* Didn't get those options promised
* Asked the dealership to honor this sale
* Dealership doesn't want to be bothered
* I'm upset
Anyway, this is still not acceptable; I feel they sold me the car, said goodbye, have my money and don't want to make this wrong right. Even though they are offering to pay for the labor for this option, they still are putting the cost of the part on me. I feel, I asked for the option, was told I would have it, I bought the car with that information, I don't have this option, and was deceived, and therefore firmly think, they are responsible for getting me this option, totally. Not just part. Someone is to be responsible for the salepeople there and the statements and promises they make. I feel for $250.00,(which I believe is the price of the part itself) they will lose a future customer and any one I might have recommended. This is bad business if you ask me.
I so appreciate having a venue like yours to come to, thank you in advance for any assistance you can be to me, and help me believe in this business again, I fear that what I've heard about car salesman, was always a joke, I hope its not true.
This letter is in response to Ms. ******** complaint in Case # XXXXXX regarding her sales transaction in April 2014. The customer is stating that we as a dealership sold her a vehicle that did not meet her needs. Ms. ****** returned to the dealership weeks after the purchase to inquire about the cost of the rear sensors with our Parts Department as well as speak with our Floor Manager & her Sales Associate. Our Floor Manager explained to the customer that we are unable to compensate for something that was not agreed upon on the date of the deal; the Sales Associate remembered the back-up camera being a necessity however nothing regarding the sensors. As a dealership we rely on all paperwork notating the vehicle options, price and any negations of due bill items to review after the sales date if any questions. All contracts were signed by the customer agreeing to the purchase of that particular model vehicle and the costs; there were no notes of the addition of sensors.
Chrysler Corporation contacted Lake Norman Chrysler on July 2, 2014 to inquire about what we as a dealership would do to assist Ms. ****** with her concerns. We let them know that we offered to cover the labor costs as well as sale the part at our cost. Chrysler deemed this as an acceptable resolution and closed the case on our end.
Our General Manager would like to still offer this opportunity to Ms. ***** however, we will be unable to cover the entire costs at this time.
From: *** *****
Sent: Saturday, July 26, XXXX X:XX AM
To: Better Business Bureau
Subject: **: BBB Complaint Case#******* (Ref#XX-XXXXXX-XXXXXX-X-XXXX)
Thank you for getting back to me
I used to trust the word of a car dealer, but in this case, its not worthy of it.
I will contact the dealer, now that they have opted to sell me the part for their cost, and pay for labor, that will help me make a decision.
Once I find out the cost , it will cost me to get a part I was originally promised!! I will let you and the dealer now if I will go ahead with it.
Once again, thanks for your help, although I am still not pleased with the outcome, I really want that option, as I had stated to the salesman at the time, and will now consider their offer.
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