ComplaintsforCR Motors of Adrian, Inc.

• Initial Complaint

  02/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  in nov of 2021 i returned my car with apodited dad to cr motors in adrian mi when we got there i spoke with **** and he started the prosscess of returning my jeep compass 2018 that was on lease it was in my name andmy mom co signed and passed away as he started he was was shocked bec he couldnt fine my lease anywhere in the system i give him my moms ss# mine as well still nothing **** then went to talk to his boss lupa they came back with klye l*** and another sale prep then they told me that somethimes the lease get deleted and then the lady said it just happened to another person a few mos back. they said congrats you just got a new car i started crying my dad started asking question like could my paid it off what should we do they said to wait to file a lost tilte which would come back as clean free from my mom and the bank. i left thanking god and my mom. now today 2/8/22 i woke up to take my speacial needs son to school and my jeep has been repoed. i am in such shock and no one is helping me i cant be without my car my child has many doctors appt one which i had to cancel bec of this. i did everything right. aslo for the 3 years i was on time with payments and enogh of them were going towards my creit score but now has a repo there help as fast as you can i need my car back.

  Business response

  02/24/2022

  Ms. ****** did come in to our dealership to inquire about processing a lease return for the Jeep that she co-signed with her mother. She stated that her mother had recently passed away. When her salesperson started the lease turn in process he was unable to retrieve any information. The salesperson called her lender directly and they were unable to locate an account for either name or social security number. At that time the salesperson spoke to his manager and the manager came over to speak with Ms. ****** and stated that she would need to contact the lender directly as we were unable to retrieve any information. He stated that it is possible that her mother's estate was already involved and that that could be why there is no information. He told her that there were instances where the estate settles with a lender directly to buy out a leased vehicle but that she would need to contact the lender. The manager asked if she had received any correspondence from her lender regarding the end of the lease, which is normally the case, and she stated that she had not. Ms. ****** was never told that she could just keep the car. The manager did state that she left the dealership crying because she really needed a vehicle. Ms. ****** did not contact the dealership again until February when she called her salesperson to tell him that the Jeep had been repossessed. At that point her salesperson retrieved her original deal from 2018 and realized that she should have turned in that lease in June of 2021. More than likely the reason that her lender was unable to locate any information when we called was because the vehicle had already been turned over to the collections department.

  Customer response

  03/06/2022

  Due to my mother’s death, I came into the dealership to inquire aboutprocessing

  a lease return for the Jeep that my mother had co-signed. I first spoke to **** R*****

  and he started the lease turn in process however, he was unable to retrieve any

  information. **** then called over Lupe who was my lender. After several attempts they were

  not able to locate an account for either name or social security number. At that a

  more senior salesperson was brought over to ask for her advice. She stated that

  a similar situation happened a few months ago and she advised that based on

  the previous experience, to just “keep quiet”, as it appears that the information is

  no longer in the system. At that point Lupe and **** said congratulations and

  handed the key back. I did get emotional as it appeared that I was able to keep

  the vehicle. Ifeel I was blindsided as I never received any information from the lender or the

  dealership prior to the vehicle being repossessed.

  After making my complained I called Chrysler capital and told them what happened they told me if I could get CR Jeep to call them and tell them what happen that they could go from there. I called **** told him what they called asked if he would call and tell them to verify that yes in November **** (family friend) and I came in and that he couldnt fine the lease and i left with the jeep. **** said he would call for me. 45 min later **** called back and told me we would have to do it on 3 way **** called me from his cell phone and put me on speaker and called Chrysler from the dealership phone. at that time we spoke with a ******** Employee # ******. she verified that it was ok that **** talk on my behave of my account i said yes. **** told her we happened on November 26 2021. ******** took notes and put us on hold after waiting for 4:21 min **** disconnected the call then said he did all he could do and that he has other counters wait that he spent a lot of time on this and wished me lucked. The next day i was told from a job i just start i was going to be let go due to no transportaion. I called Jeep to talk to Lupe to see if there was anything more he could do may lead me a car until I could get a new. My special needs child missed 2 doctors appointment had already lost my job. He said he was working from home due to having a surgery and that he would look into it and call me back. I never heard anything back to date.

  I have lost alot over **** not knowing the right protocol a job and my car.

*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. ↩