ComplaintsforCrystal Motor Car Company

• Initial Complaint

  08/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Crystal dodge told me my truck was repaired on 3 separate occasions and it breaks down a mile up the road every time, when I tried to tow it back to them they said I will be trespassed, so I had to have it towed to the Homosassa location. They said Crystal will be sold by September 1st and they do not provide rentals or even courtesy van anymore.

  Business response

  09/01/2022

  Business Response /* (1000, 5, 2022/08/26) */ 1. On 07 June 2022 at 168,199 miles guest requested dealer to clean his EGR valve, this was completed and the guest voiced no drivability concerns. 2. on 17 June 2022 at 168,209 miles guest arrived stating his vehicle was overheating. Dealer discovered the vehicles upper radiator hose and EGR cooler leaking both located at least three feet away from the previously cleaned EGR Valve. However do to the customers extremely demanding behavior both the cooler and hose were replaced at no charge to him. At that time dealer discovered a faulty NOX sensor and Hi Circuit Fuel sensor guest declined their replacement. 3. On 22 Aug 2022 at 174,792 miles guest arrived with a check engine light on, the vehicle had stored Turbo fault code dealer discovered a mangled air filter and replaced it at no charge due to the guest demanding behavior. Dealer advised the guest that the vehicle would need to be diagnosed and test driven, the guest vehicle had a serpentine belt which was on the edge of breaking and was told it would need to be replaced prior to being taken on a test drive. At this point the guest started flailing his arms about demanding that everything on his vehicle be repaired at no charge to him. The guest physical gestures and demanding tone caused two female employees to be afraid for their safety, at that point a manager asked the guest to leave and not return

• Initial Complaint

  08/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased a 2017 certified pre owned jeep renegade back in 2020 from this dealership. I attempted to trade it in on 8/9/2022 at two other dealerships. I was told my vehicle was in a pretty severe accident in 2019, which makes my vehicle basically worthless. I was told there was frame damage from the mechanic at the dealership and they wouldn't even be able to sell my car, that it would have to be sent to auction. When I purchased the jeep for $27,000 I had NO IDEA it had ever been involved in such an accident, if I did, I NEVER would have purchased it. Crystal never disclosed that information. When I attempted to resolve this with Crystal, I was told they do not check all their vehicles for prior accidents and that maybe my car had been in a hale storm, resulting in the damages. They then tried to get me to trade my jeep in to them, for less than what I still owe, and put me in an even more expensive used car from them. When I told the manager that it is fraudulent to sell someone a used a car, without disclosing the information about frame damage and an accident, he told me they have 12 lawyers and millions and millions of dollars so he wasn't worried about it.

  Business response

  08/19/2022

  Business Response /* (1000, 5, 2022/08/15) */ working with customer to resolve issue Consumer Response /* (2000, 7, 2022/08/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) The dealership worked with me to come up with a resolution that we were both satisfied with.

• Initial Complaint

  06/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a 2021 jeep cherokee latitude in May of 2021. Ever since 1st week of having it. The car started shutting off at red traffic lights. I'd actually have to restart. I have videos and pics. About a month after having the car it started to buck when we were driving - forcefully where our necks would whip. We brought it back and forth to the dealer and they couldn't figure out what was wrong with it. Every time we went for an oil change we would let them know again what was still happening. On May 16th, the car lost all driving power and it had to be towed there. They text me on May 17th and said it was the crankshaft position sensor, they ordered it and it would arrive by that Thursday. They text me again on May 19th and said they put the part in but when mechanic test drove it stalled and now needed a power train module which was the main brain. They said it was on backorder but we're going to see if they could list it as vehicle off road with Chrysler to get it sooner and that they would let me know more on Monday the 23rd. They never contacted me. 3 weeks. They didn't contact me until today. There is sooo much more too. I have pics and videos and screenshots

  Business response

  07/18/2022

  Business Response /* (1000, 10, 2022/06/27) */ The Service department has checked the vehicle the stop start system makes the vehicle shut off at traffic lights. this is normal operation for fuel savings. Consumer Response /* (3000, 12, 2022/06/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) The start stop system works perfectly in the vehicle. This is different. The car shuts off completely. Must be put into park and restarted manually with the key. Whoever responded to this complaint either didn't actually look up our acct or vehicle history or they are just blatantly are lying. So as per the complaint you saw the vehicle was towed there on May 16th. They changed the crankshaft module sensor- it didn't work. So then they changed the power train module (main brain). On late afternoon of June 9th finally from May 16th - they called and said car was ready. We picked the car up on June 10th after 5pm. We went to go to walmart around 10am on June 11th and the car was completely shutting off at red lights (it has to be manually started with key) and was bucking while we drove it. Same issue we had since month 1 of owning it. Then on way home from walmart still doing those things but bucking even worse and then all the lights on dashboard lit up and car lost all power again - not drivable (same thing that happened on May 16th before towed there the 1st time). The car was again towed to dealer on June 13th and has been there since. We still don't have our car. They said now it needs a while new engine wiring harness. This is crazy and there response is unacceptable. Business Response /* (4000, 14, 2022/06/29) */ Wiring harness is on order for this vehicle. Th ETA is July 15th and the customer is aware. Consumer Response /* (4200, 16, 2022/06/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hi, so this still doesn't resolve our problem. We have been sold a lemon. The dealership ignored our cries for help with what it was doing for a year. They have done nothing for that aspect of this problem! Despite being promised they'd figure it out nothing was done till the car was literally undriveable.. We've been told sorry for the poor work done by our previous service advisors... but that alone doesn't fix the problem Business Response /* (4000, 18, 2022/06/30) */ Crystal Automotive certainly understands the *****'s frustration. Crystal did get fault codes for the vehicles crankshaft positioning sensor, however these fault codes were determined to be compromised as the vehicle has a failed power train control module. Todays vehicles are complex machines with many interconnected components and demand much more time in their diagnosis. The power train control module was ordered and discovered to be on back order through FCA, due to covid related supply train issues. The order was upgraded to a vehicle down status and is expected to arrive on July 15th. Once the power train control module arrives it will be installed and tested straight away. On June 13th Crystal Automotive reached out to Mr. ***** asking if he was interested in trading in his vehicle on another SUV or vehicle. At that time Mr. ***** was not interested in trading in his vehicle. Today Crystal sales again reached out to Mr. ***** and the call went directly to voicemail, Mr. ***** has also opened dialog with FCA customer complaint department and the have also been in communication with Mr. ***** and Crystal Automotive. Crystal Automotive remains open into trading Mr. ***** out of his vehicle or even purchasing his vehicle. Thank you Jim Travis

• Initial Complaint

  02/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The salesman who sold us our car lied to us about the car's history/previous owner(s), gave false information about the reliability of the model car, and as a result we have had to make expensive replacements to parts that are known to have well documented issues in this year and model. Had we not been misled on whether this is a good quality car or not, we would have purchased something else. They also allowed me to leave without providing my copies of the financial contract. I went back and requested them, and was given a flash drive, which upon examination once home, only contains two pages. I am not even sure what one of them is. I certainly did not get the massive stack I signed that day. The salesman was extremely insistent we were getting the best possible deal, despite me saying it was more than I felt comfortable with. Ultimately, he assured us it was an excellent car and we could do ridesharing or doing deliveries to help cover the payment cost. After a couple hours of this, I gave in because we needed a vehicle. We believe we were coerced into purchasing an unreliable and unsafe vehicle, and are now stuck with a car that consistently breaks down, a car payment higher than we were prepared for, and serious financial repercussions from costly repairs. We are at our wit's end and want them to take this car back and replace it with something different that is not dangerous and unreliable. The salesman said whatever he could to make the sale, and took advantage of us in the process. JD Power gives our model and year car a 2 out of 5 in reliability because of the ubiquitous failures of the engine, transmission, and electrical system. Had Crystal not failed to disclose that fact, we would not have bought it. The fact that they lied about the history and ownership of the vehicle adds another unethical layer. I am uploading a full explanation of the situation as 2000 characters is not sufficient to cover everything thoroughly.

  Business response

  03/02/2022

  Consumer Response /* (2000, 11, 2022/02/28) */ The dealership contacted me directly and agreed to take the vehicle back and exchange it for something else. While I am not completely happy with the result (had to pay a LOT of money down and have a much higher payment and interest rate), I am ultimately out of the lemon I was sold and in something reliable. Had they truly done the right thing, though, there would have been zero down, and the same or lower interest rate + monthly payment.

• Initial Complaint

  01/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Traded in my good working vehicle were they ripped me off on my trade-in I test drove a bigger truck. On the test drive it overheated salesman said it was just lube burning off I trusted the word took the vehicle and broke down cooling system failed they replaced the cooling system it failed again they had the truck for over a month now they're telling me they put in a motor from another sales vehicle can't tell me the mileage and cannot actually help me out of my problem and refuse to sell me another truck they did not pay off my loan on my previous truck and they sold it the next day with my business logos on the vehicle they have been nothing but rude and not giving any care whatsoever about how this is financially stand me as they took away my only work vehicle to support a family of eight all I get is laughter and made fun of because I'm angry I am respectful and patient and wait and still they can't help me. I have the vehicle back and it still over heats 33,000 on a truck and I can't even use it. And now they stopped responding.

  Business response

  02/18/2022

  Business Response /* (1000, 5, 2022/02/01) */ This situation has been handled and the customer is satisfied. Thanks

• Initial Complaint

  12/02/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a 2018 Dodge Journey from this company a few years ago. As the years passed, and our family grew I was able to get myself a minivan, and my husband decided to trade in the Journey for a Challenger. When we began the trade in process with another company we found out the certified pre-owned car was somehow completely totaled. I was shocked as buying certified pre owned is supposed to eliminate these possibilities. The other business wouldn't even offer me a few thousand on it, and he explained he wouldn't feel okay selling a car with that much damage as certified, due to the carfax I had never seen before. It was hard to comeback to the same place that had sold my family a car in this condition, but I was told it was our only option. My husband chose out the car, they told us the Journey would be traded in at a bit above KBB, and would be re-sold certified pre owned, so we began paperwork, and agreed to a monthly payment around $450. They showed us the carfax on the Challenger, and told us nothing like that would happen, again. My kids got rowdy so instead of staying until the end of paperwork I brought them home. In this time the finance manager turned around and added EVERYTHING humanly possible to our loan, to maximize the dealerships commissions. $800 GAP, $788 paint protect, $468 Connected car, $2650 CNA service, $369 crystal plan, $31 theft, and that is only what I am able to decipher from the sales contract. This car was purchased in March of 2021. I contacted the sales manager Sal, and sent in the cancellation paperwork 2 days after purchase, due to the fact they didn't even give us any documentation of the sale. I have been back and forth ever since trying to track the refund, and have received every excuse, COVID delays, accounting firm overloaded, other stores were closed. I was even told by a sales manager in early September the refund was on the way. It's now December and nothing. I should have known this company would lie to us again.

  Business response

  12/09/2021

  Business Response /* (1000, 5, 2021/12/06) */ The refund of all Cancellable products that were purchased are being sent to the bank. Non-cancellable products that were purchased are being refunded to the customer. Checks are being sent out this week. Consumer Response /* (2000, 8, 2021/12/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) I look forward to notice of this check being received. Thanks for getting this done finally.

• Initial Complaint

  11/15/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We purchased a 2016 Jeep Renegade on July 11 2021. When we were shown this vehicle it was dirty and the sunroof didn't work. The salesman insisted that it did when it was certified. It never did. And still doesn't. On the way home we noticed a crack in the windshield. We didn't notice it there because it was raining. The check engine light came on, the power seats failed, which we managed to get working over the phone, the back wiper was dry rotted and the radio kept cutting in and out. He wanted me to sign some papers saying that this car was certified. I refused because I don't think it ever was. When I pressured him about the issues he told me to go somewhere on ''my side of town'' and tell them the issues with the car and to say that the sunroof ''stopped working''. I refused to do that as well. After calling repeatedly he finally got us in for a service appointment. That was on 9/16/21. We drove all the way there and found out we were never written down. They took us anyway. 41 days later on 10/27/21 they called to have us pick up the car. The sunroof STILL was not repaired. And we were told that the sunroof was also dry rotted to the frame and that they were waiting on parts. We sat down with the new service manager who basically told us that they may have checked off the box for the sunroof and the back wiper without actually trying it! So don't tell me that this car is /was certified with all these problems! The radio still doesn't work properly. They did replace it but apparently never checked the antenna. The manager Ron said he would try to get us some compensation for all the trouble and he would get back to us the following Monday. Today is 11/15/21 and I have not heard a word from anyone despite my calls and reviews! I tried to return the car but they just wanted more money. I put 2,000 down on this car and I've had nothing but a headache since! No one returns my calls and I'm driving a car that is still broken!

  Business response

  12/14/2021

  Business Response /* (1000, 5, 2021/11/29) */ *******, my name is Paul A. and I am the managers of the Crystal Automotive Group stores, first let me apologize for the terrible customer service you have received from us. I would be happy to help rectify these problems personally. I will reach out by phone and discuss this with you. I can help by repairing these items or helping you with finding a different vehicle.

*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. ↩