I purchased a 2011 Ram 2500 from Mission. On the 4th day, numerous problems arose. Mission did not fulfill their mission in selling a certified veh.
On the 4th day of having purchased the truck, I communicated to my sales rep, ******* ****** of the unexplainable and still, smoke rising from the mid under carriage of the truck as well as having to jump start the truck every morning of only having it for 1 week. It was not a good feeling knowing I did not purchase a reliable vehicle also knowing I financed $38k. ******* spoke to his supervisor, ****** ******** then communicating to me that I had to at least purchase one of the batteries on the truck. It surely was a slap on the face. It had to take my spouse to express anger to convince them to purchase two new batteries for the truck, it felt surreal. Not only was this unprofessional, I felt cheated. ******* also promised to provide a spare key to the truck and I have yet to see that after constant reminders. At the second attempt of wanting to service the truck, on that same day, I was stranded at a Circle K due to the left outer tyrod joint breaking due to a manufacturing error from Chrysler Dodge. I discovered that Ram had a recall for all XXXX - XXXX models for this particular problem, in this particular area. I contacted ******* right away, and he told me that there was nothing he and the dealership can do. I personally had to contact a wrecking truck for my dysfunctional vehicle to be towed to the Viva Dodge for servicing which was paid out of pocket and totaled to $70.00 for the towing services only. I specifically asked *******, for the time being, if I can expect another vehicle to ease the incovenience of being without a vehicle; especially for only having the truck for less than two months, and he stated, "if the owner finds out we're lending out vehicle for no reason, he would not be happy. We cannot provide that service" I then asked him if it is possible for some kind of reimbursement for the towing services. He confirmed that that it is not a possibility. I knew that their service motto, "where it's all about you" was then truly thrown out the window. The representation ******* and his supervisor have for the company is truly unsatisfactory. It has been the worst experience from a "professional" dealership. Thinking back, the evening after finalizing the deal, the other dealers clapped because of the large purchase that was made, signifying that ******* was going to receive a large check. But I stop and thought how disrespectful that moment was especially after experiencing what was thought to be a "Certified" vehicle turns out to be a lemon. What really makes this horrific is the thought of knowing that there may have been a possibility of the outer left tyrod breaking while on a major freeway while my family is in the truck. Would ******* have communicated that there was nothing that could be done for the passing of my family? The fact that Mission was not able to show any kind of sympathy for this unexpected situation and left my family and I out to dry and deal with these problems which should have been reinforced before the sale, is tragic. I truly am disappointed and angry to have to experience the worst service from this unprofessional business. Considering that it still has only been a little over 2 months, on this day, Mission has not reached out to solve any issue from day one of the truck. I was the guinea pig and they got paid and that is all that matters to them, not their priority; their customers.
I am requesting, and have been requesting a full vehicle replacement of equal value! Mission did take the approach to find me another vehicle although due to the time consuming process, they requested for another credit pull. Which my score had then already deterioated from the initial qualifying credit pull for the 2011 Ram 2500 and was not to my benefit for my monthly payment to go higher due to my APR raising. Mission never gave me the winning side. They did not want to deal with me or the problem all together. They are not committed to their customers.
My name is ***** ********* I am the General Manager and operating partner for Mission Chevrolet. I have conducted an investigation into the allegations against my company. I recall Mr. ******** visiting our store on a Saturday and dealing with ******* ********* had a very nice family that included a sister in law from Arizona. The truck in question is a Dodge diesel 2500. Unfortunately General Motors offers no "certified" program for other brands. So it would not be possible to have sold him a certified Dodge. We do however run all our vehicles in for a safety inspection. It is up to the consumers to handle manufacturers recalls on vehicles. If these are not taken care of by the consumer, we have no way of knowing. Our data base cosists of only GM recalls. As for batteries . Dodge, just as we do, offer a 3/36 warranty on batteries. Batteries are a wear and tear item and are designed to wear down over time. We did however replace the two batteries in question some near two months after the sale had ended. This was a gesture of good will on our behalf. When our service department keeps your vehicle for more than 24 hours, we offer courtesy transportation to our customers. I do not know what Viva has for a policy on their warranty and recall work.I do know that we offer an extended services contract on every single vehicle we sell. I also verified that Mr. ******** turned down those services after viewing the video footage in our finance department. This leaves only the manufacturers power-train warranty depending on in service dates and other disqualifying criteria. We always try to sell the best vehicles we can at the lowest prices available. I did personally agree to provide an extra key which I will have my sales director provide after contacting Mr. ********. We do not celebrate large purchases nor small purchases. Selling price has no bearing on profit made. Mission Chevrolet lost on this transaction. I verified this myself and it was due to the lack of equity on their trade in. We are always going the extra mile for our customers. 2 batteries and a 250.00 2nd key provide $600 of out of pocket goodwill. I cannot provide for our competitors towing policies, or any other non-covered expenses due to a direct choice to decline extended coverage. We do not have any control over credit worthiness or bank rates.We are a private business with no influence other than providing the information to and from a lending institution. This is all that we feel we can do to make the customers purchase of a pre-owned vehicle. The maintenance alone on a diesel can be demanding. I understand this. This is why we offer policies at the closing of the sale in finance on every vehicle we sell.I wish the customer all the best.
Thanks, ***** *********