ComplaintsforEast Hills Chrysler Jeep Dodge

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought my ram in for 4 new tires, alignment, inspection and oil change on 10/21/23. after picking up my truck I noticed a missing center cap and damage to all 4 of my rims. All 4 rims have fresh cracks on them all in the same spots. All 4 rims have cracks in the housing for the center caps, now after a week another cap is missing as well. reached out to the dealership and went down to speak to them on 10/23/23 and the service director shows me a single distorted photo of 1 wheel and tells me the way the light shines on the wheel there could be damage there so they will not accept responsibility for the damage. They take pre photos of the vehicle when checking in but they can't show me a decent clear photo of my truck, all the pics are distorted for some reason. He also tells me that his technician says that the damage was there already. I emailed the owner of the dealership on 10/27/23 explaining my situation and I get call me back from another manager and she said she also spoke to the service director and they will not accept responsibility for the damage. they offered me the wheel repair person they use and said I can get there cost on the repairs. why should I have to pay for repairs when the dealership did the damage. Everyone I show these pictures to all say they same thing... whoever the technician was that did the wheel balancing over tightened and crushed each rim as it clearly shows in my pictures. I'm writing today for help in resolving this damage cost with the dealership. maybe you can look at all pics from both parties or maybe the dealership has indoor cameras in their shop they might want to show you. Thank you very much.

  Business response

  11/02/2023

  Dear *******,
  
  I apologize you were unable to reach an agreement after speaking with our general manager and our service manager.  We take these complaints seriously.  Ive reviewed the photos you submitted, Ive spoken to our general manager and our service manager, and Ive reviewed the photos you included with the service manager at one of our sister stores.  We are confident that this damage could not have occurred when your new tires were installed.  The tire mount machine does not apply pressure in the areas in your photos to have caused the damage you are saying.   Reviewing your photos, the cracks and damage appear to be below the dirt/debris already on the wheels, indicating they've been there for some time.
  
  We are concerned that the center caps have come off.  We have ordered a new set which we will goodwill to you.  We will contact you as soon as they come in.
  
  Sincerely,
  ********************* ***** ********* ******* **** ***** **** ***** ******************************************

  Customer response

  11/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The dealership still has not accepted responsibility for the damage to the rims that occurred while they were servicing my truck on 21 October 2023.
  
  
  After speaking with industry professionals, the machine to have caused the damage was the tire balancing machine as stated in my original report, not the tire mount machine that the dealership is referring to. 
  
  
  I have attached additional photos and articles from reputable sources showing proper and improper balancing adapters for chrome-clad wheels. As stated in the article (image 1) "to properly balance a clad wheel, standard cones, and pressure cups can not be used". This information is reiterated in Image 2: "If you don't use a ****** plate, if you just clamp on to that plastic wheel face, you are going to damage it". It is evident that a ****** plate was not used on these wheels as image 3 clearly shows a circular dirt **** representative of where a pressure cup would be attached (image 4).
  
  
  Replacing the center caps is not the solution as the housing for the center caps are cracked (image 5) the caps will continue to fall out. After speaking with the owner of a reputable rim repair shop, he stated that these rims can not be repaired, the rims need to be replaced, this point is belabored in image 1 "because chrome clad covers can not be removed, repaired or replaced it is important to understand that any damage to the cladding results in wheel replacement at the shop's expense". 
  
  
  For all the reasons listed above I am not satisfied with the dealership's response. I am expecting all 4 rims to be replaced, new center caps, and the cost to have the tires just purchased from this dealership to be mounted and balanced on the new rims. 

  *************************

  
  
  
  
   
  

  Customer response

  11/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Dear East Hills Jeep and the BBB,
  

  I would like to offer the following solution:

  East Hills Jeep Dodge Ram find and purchase a used set of 4 OEM 2016 Ram 20 inch chrome clad rims in similar condition to the rims I had before I brought my truck in for service (no curb rash, no dents, and no cracks). The tires I originally purchased from the dealership to be mounted and balanced and the original tire sensors installed on the new set of rims. If the tire sensors are damaged while installing, they should be replaced by the dealership.  All of the services, parts and labor listed above should be covered by the dealership, and completed at no cost to me. 

  *************************
  
  
  
  
   
  

  Business response

  11/27/2023

  Dear ************** and Better Business Bureau,

   

  East Hills Chrysler Jeep Dodge Ram did not cause the damage to ****************** rims.  We have consistently maintained that we did not cause the damage.

   

  Our offers of offering for you to pay the cost of repairs at our cost using our vendor or applying the estimated cost of the vendor's repairs against the purchase of a new set of chrome wheels were simply to extend goodwill to you. 

   

  Trying to find used chrome rims that would be acceptable to you is not the solution to move this forward.  Unfortunately, we cannot proceed.  

   

  We're sorry we could not resolve this issue.  We wish you the best.

   

  Sincerely,

   

  *********************

  Chief Marketing Officer

  East Hills Auto Group

  ******************************************

• Initial Complaint

  09/15/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 8-17-22 I purchased a 2021 ram trx from this dealership. Agreed price was ****** as listed on car gurus. I even asked after it showed 2 discounts down from ****** for customer loyalty and another discount I cant remember. Despite not buying from them before the salesman ********************* agreed to the online listed price of ******. When paperwork came it was after 4 hours of waiting when they knew I had to go since I mentioned that. After being irritated waiting 4 hours for the paperwork I promptly signed the documents out in front of me without very closely looking at the fine details. Once I got home after a 3+ hour drive I realized I was overcharged by **** dollars. ****** plus sales tax and registration. Dealer conveyance fee was agreed to be waived by the salesman. Upon leaving after signing paperwork I was only given one piece of finance info, I also put down 20k. They actually were sure to never give paperwork showing the actual sale price of ****** (I can send over documents of what I was given) I called the dealership on multiple occasions since and have received no call back. I realized I should have been more diligent but this company used a bait and switch tactic and that is the main issue here. Ill make the 4k back they stole from me but I dont want this to happen to others. Also they didnt have the best interest for me. I have an 800+ credit score and they gave me a ****% interest rate. I refinanced already down to 4.5% which is in line with a person with a high credit score like I have and take pride in. They did everything to be at ease for them. They gave me the wrong bank information for the loan and didnt notify me until after as well. This company uses bait and switch tactics and that shouldnt be ok to do to consumers. I drove over 3 hours to support this dealership and get the vehicle I wanted. It ended up in me being taken advantage of. Being a business owner myself I am peeved to know this company operates in this manner.

  Customer response

  09/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

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