ComplaintsforBill Bryan Chrysler, Dodge, Jeep, Inc.

• Initial Complaint

  03/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 3/14/23 I went to Bill Bryant Subaru to look at a specific vehicle, which was a 2023 Subaru BRZ. During my initial contact with the sales person we were going over the price of the vehicle, and what was willing to pay. I also mentioned that I might have a trade-in, and he asked what I was looking the get for it, and I informed him that I would like to get $23k. During our negotiation, my efforts were to focus on the price of the vehicle, and then the amount that I wanted in the trade. After talking to the sales person for a few minutes, reiterating my wishes for the price of the new car, and the fact that I needed to get $23k for my trade. The Sales Manager then appeared, and I said the same to him, I wanted $23k for my trade. I remember the figure of $23k was written down on the deal sheet. I attempted to focus on what I wanted for my trade, and I thought after agreeing to $15,500 I was going to get the $23k for my trade-in. My significant other than joined me when we met with the Finance Manager. During that meeting many documents were submitted to us in hard copy form where we were able to review them, and sign and or initial them. The other documents were presented to us on ipad. We were directed the sign and initial a screen on the ipad. The "Closing Statement" was one of the documents that was then presented to us. We could not see what was on the screen. The Finance Manager went through each line and electronically added our initials to each line, one of which was the the trade-in allowance. We were not told the amount for the trade-in. That number I came to find out later was $20k. We would have never signed this deal if we would have known we were getting $20k for our trade. Why were some documents presented to us in hard copy form, and some reduced to an ipad? The "Closing Statement" is the most telling document for the deal, and it was not given to us in hard copy form to review line by line and add our initials if we agreed. Why?

  Business response

  03/22/2023

  After meeting with Mr. *******, and discussing the misunderstanding, We have come to an agreement to satisfy both parties.

  We value Mr. *******'s business and we look forward to servicing his New vehicle and any of his future needs.

• Initial Complaint

  01/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Bill Bryant sold me a car a 2021 Dodge Challenger Scat Pack that they used in their commercial it shows it burning the tires racing around a drag strip and racing other cars the dealership did not disclose any of this information and sold me the car as new now I have problems with the transmission rear end and it needs new tires and they tell me I have to buy them no one at the dealership will explain what is covered by my lease I have tried three times They sold this car as new.

  Business response

  02/15/2023

  Bill Bryan Chrysler Dodge Jeep, Inc. would like to help Mr. ****** in response to his complaint.  We have not serviced or seen his vehicle since the last visit of 07-16-2022, where he received some basic services and a recall check.  We have spoken with Mr. ****** on the phone and he seems to be satisfied with his questions being answered and his current upcoming service appointment. 

  Business response

  02/27/2023

  This is in response to Mr. ******* complaint **********  We looked over Mr. ******* vehicle to find out the tires had normal wear and tear on them and by miles driven they needed to be replaced. The wear indicated no abnormal problems or concerns. The vehicle is equipped with performance tires which wear faster then non-performance tires. An alignment was recommended by time and completing a tire change to assure consistent wear and performance are upheld. If Mr. ****** has any further concerns or questions, we would like to assist him in the best way possible.
  

  Customer response

  02/28/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I have the comercail record and they are smoking the rear tires excessive then race car they caused the damaged tires.

  I checked manufacturer and they told me the tires should have lasted 30,000 to 50,000 miles

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

• Initial Complaint

  03/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Below please find recap if the occurrence the predicated the request for updated loaner vehicle paperwork. Last night I went to pick up the vehicle that was left last Friday with my mom and dog. We were in a loaner vehicle provided by the dealership. Before signing the service paperwork, I went out to the vehicle to confirm the issue was fixed. It was not. When I told the service manager that I was going to relocate my mom and dog back into the loaner vehicle as there were 3 technicians working on it with mom and dog in the car and I doubted they would fix it in the 20 minutes before closing if it hadn't been fixed in the 4 days the dealership had the vehicle, he threatened to call the police. He told me to take the unrepaired vehicle, with a stuck open sunroof or call a cab, refusing to work on the vehicle. Extremely unprofessional and had my 90 year old mother breaking out in tears. The service manager was angry because I had previously given a poor survey response and that resulted in less of a bonus for his team. That is exactly what he said with my mom as a witness. He even took my copies of the signed cancellation paperwork out of the car and put them in the service writer's inbox so I would go crazy looking for them and leave without them. I simply went back into the service office, located the paperwork and left. Eventually I was informed that it was approved to continue use of the loaner vehicle but if I slammed the service department on social media, the service manager said he was reporting the loaner vehicle stolen. You can't even make this stuff up! Suffice to say I am still in the loaner vehicle and they were still working on my car when I left. Now I have to bother the Lake County Sheriff that lives next door to see if I'm in jeopardy if a stolen vehicle report is filed. I plan to email Mopar to advise of this incident. There are additional incidents to report subsequent to this one

  Business response

  05/02/2022

  Business Response /* (1000, 7, 2022/04/07) */ Mrs. ****** notified the General Manager regarding her issues with our service department by email the first day she dropped off her vehicle. She refused to talk on the phone and sent many emails. She stated that she would like to trade out of her vehicle, however due to her circumstances, that was not an option. Mrs. ********* vehicle was in for a sunroof issue. We first thought it was repaired via Chrysler warranty standards with a reset and relearn of the sunroof functions. It was tested and operational after that. Mrs. ****** came to pick up her vehicle, but when she went to open the sunroof it did not work. We had a technician look quickly at it while she was here in hopes it could be repaired and she could be on her way. Mrs. ****** was unhappy and the situation escalated verbally between her and the service manager. The service manager had her leave the vehicle and put her into a service loaner so she would not be without a vehicle. An intermittent sunroof motor was found to be the issue. We expedited shipping of the part and repaired her vehicle. All was completed under warranty and no costs were incurred by Mrs. ******* Bill ***** Chrysler Dodge Jeep, Inc. does not condone customers being treated badly and we regret that Mrs. ****** had this experience. Mrs. ****** can have a third party look at her vehicle free under warranty. Phillips Chrysler and Advantage Chrysler are the two closest dealerships that can work on her vehicle under warranty.

• Initial Complaint

  12/01/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Leased a 2021 Chrysler Pacifica with location on 11/22/21 Approved with Ally. Paperwork signed, took possession. 8 Days later 11/30/21 I was contacted by Finance Manager Matt G, stated have a problem the rebate they offered wasn't valid, it had already been used. Mind you I traded them a van I bought used from the same dealer in 2019. I called FCA US Incentives ( they handle the rebates for Chrysler ) Spoke with a Marjorie who was very helpful. She advised me that the dealership did not follow protocol and wrote the contract with out verifying the the Vin was valid for the rebate. Certain loyalty rebates are only to be used once per VIN number. Somewhere between the Finance Manager and Accounting Office someone dropped the ball. No customer would know this and it wasn't my fault. The rebate amount was $8850 I called Matt G and advised him of what was told to me and I felt they should honor the deal it was not my fault. I held up everything on my end. He said he would have his manager contact me . A little while later Tim ********* GSM called and advised me they would offer me $ 2000 more on my trade and 2 $250 gift cards( which were a promo for someone buying a new car and I was told they sold out a week prior ) to offset the $8850. This would raise my lease payment $200 a month. I felt that this was an insult , not to mention his rude and condescending demeaner. At this point I again advised him it wasn't my fault and they made the mistake and he replied it was their mistake but they will not take a $8850 hit. He then asked about me returning the car ., I asked for what reason he said they had a right. I referred to the Spot Delivery clause and ask if i had approved financing , he said yes but he is rescinding the deal. I then asked for Bill ***** or someone above him, he said he cant give me that info, it stops with him. Not sure if this was a bait and switch , make someone love the car then change terms or if they really messed up. Buyer beware

  Business response

  12/08/2021

  Consumer Response /* (2000, 6, 2021/12/02) */ The dealer made good on the deal and honored their agreement before even receiving notice off BBB Complaint . Issue resolved please close. Completely Satisfied with outcome .

• Initial Complaint

  07/07/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was sold a truck that I was told was serviced and safety inspected. The truck was priced above market value to meet the diesel truck demand. The truck I bought I was promised the check engine light would be fixed and whatever caused it. I had the truck checked before I dropped it off and then they took the truck for a week where they promised to fix the brakes that were bald, an oil leak, and the rattling squeaking noise coming from the suspension. They gave the truck back and told me everything was done and it was safety inspected. I took the truck to pep boys where I found out the front wheel bearing's were bad, the body mounts were rotten and sprayed with grease to hide the sound as were the brake pads, the check engine light def sensor was not replaced like they said and the check engine light they deleted came back up with the same code and bad sensor, and the gm said he would only cover 1,500 of cost if I took it somewhere else meaning not total loss and damages they knew of.

  Business response

  07/22/2021

  Business Response /* (1000, 5, 2021/07/08) */ WE HAVE MADE CONTACT WITH ******* ****** TO ADDRESS HIS CONCERNS. WE HAVE AGREED TO FIX ITEMS ON THIS TRUCK THAT HE PURCHSED AND ALSO PAID FOR OTHER ITEMS THAT HE REQUESTED TO BE FIXED AT A SHOP LOCATED CLOSER TO HIS HOME ADDRESS. HE HAS STATED THAT HE IS SATISFIED WITH OUR AGREEMENT IN THIS MATTER. THANKS

*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. ↩