ComplaintsforCrossroads of Virginia, Inc.

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called the finance department to ask what was required to receive my refund for my extended warranty and my Gap being that I sold my vehicle. I was told that I needed the letter from the bank (American Credit Acceptance) showing that the loan was paid off. Im no longer located at *********** **, but now currently at Fort ****** *******. Mr. ************ believe stated that I can send it via, email. I sent all required documents to *************************, from my understanding was the Finance manager. This email contained 4 documents, which was sent on July 17. 2023 @ 08:34am. He did not confirm receipt of my email, so I started calling. The Phone keep going to a voicemail. I left a voicemail, asking for a return call. I didnt receive one. I continue to call and I finally got hold of *****, he stated that he could really help me because he didnt have access to his information and he wasnt available. I eventually just ask to get the District Managers voicemail and left a message asking for him to please call me, since I cant get anyone from the finance department to call, confirm and send my refund. I have suffered a lot of pain and headaches dealing with this situation and all I want is my refund.

  Business response

  08/02/2023

  Crossroads Chrysler Jeep Dodge Ram apologizes greatly to this customer for this inconvenience.  The member of the sales team who was assisting this customer experienced a sudden, unexpected death of a close family member and failed to complete the refund transaction for this customer prior to beginning bereavement leave.  All due refunds are in process and should be received by the customer shortly.  We appreciate the customer allowing ********************** Ram the opportunity to correct this error and hope to have the opportunity to serve him again in the future.

  Customer response

  08/02/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *********************************
  
  
  
  

• Initial Complaint

  10/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Shelby ***** from them on September 29 and when I received the car it was damaged. I was told the car would ship to me on there truck on October 3 or4. They never called so I called them on Tuesday the 4. They told me that I would have wait and it will sip to me on October 10 or 11. I asked them why and they told me that there truck was not available. I then asked if the car was damaged and they said no. I have evidence that they did damage the car on oct 4. I received an email from someone at the dealership telling me they damaged the car. The car was delivered to me on October 10 at 8 at night. It was dark and I noticed damage under the car and the passenger side front fender was not aligned with the car. The next day I inspected the car in the sun and noticed damage on the car. The passenger side front fender was damaged there are visible dents and signs of repair bad paint and overspray noticeable on car the fender is not aligned with the car it was bent and damaged. Passenger side headlight scratched rocker panels on passenger side has white overspray or no do dust on it. The passenger side door is dented under the mirror. Damage on lower front and the belly pan. Chips in the paint front and passenger side front fender engine bay has signs of damage on the underside of hood and fron t of car the grills are falling out signs of body work on passenger side. I called **** they started a case # cas-39146914c9n6v4. They told me to take it to a dealer body shop and document the damage I did that and it is on file with this case. When they shipped the car they told me it was perfect it is not it was wrecked. They also charged me a 17000-18000 mark up for this car. I called my salesman and told him about the damage and he said its all warranty now please help me if you can I purchased a new car not a wrecked one thank you for your help I am also a veteran and I am on full disability and they knew I feel like they took advantage of me

  Business response

  11/05/2022

  While it is unfortunate that the customer is not satisfied with the quality of his purchase, the vehicle was not wrecked or damaged prior to delivery.  Contact was made with the customer to discuss his concerns and an offer to purchase the vehicle was extended to the customer.  No offer of repair was made as the vehicle was not damaged.  Though Crossroads **** of Prince George extended the offer to purchase the vehicle back from the customer, the customer declined the offer and has elected to work directly with **** rather than the dealership to negotiate a repurchase of his vehicle. 

• Initial Complaint

  04/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I scheduled an appointment for service to my 2016 Explorer for April 6, 2022. I dropped my vehicle off the night before and I have yet to get my vehicle back due to a couple of factors. The first one is the most important one, which is POOR COMMUNICATION between department personnel. Crossroads called me to notify me of another issue (outside of what I dropped my vehicle off for) and because of the nature of the matter, I authorized them to fix it. This matter was escalated by the warranty people saying that the issue was my fault. Crossroads did resolve that, but the next matter came when the warranty people said there was another warranty that was transferable to my name. Crossroads said it wasn't transferable, but after speaking with ****** corporate office, it was discovered that it was indeed transferable. The salesman that added it to my warranty info knew it, but the service department didn't!!! So my wife and I had no vehicle to go on vacation with last week, and Crossroads is saying that the part needed won't be in until tomorrow and I SHOULD have my vehicle back by Thursday. Wednesday makes 3 weeks that this has been happening!!! This is unacceptable! Another gentleman that was in there said they had his vehicle for 3 months! My daughter took her car to them for a one day fix that ended up being 3 days before she got her car back! Please Help!

• Initial Complaint

  09/03/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have contacted the solicitor for over 5 years in person, on the phone, and through many emails asking for the solicitations to cease. They have managed to follow me and attain my address across the country. I am asking for the cessation of any and all marketing as well as any further contact.

  Business response

  09/07/2021

  We appreciate the customer letting us know that they no longer wish to receive contact from Crossroads.  To comply with this request, this customer, as well as all of their contact information has been removed from our systems.  We apologize for any inconvenience to the customer.

  Customer response

  09/08/2021

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  
  Better Business Bureau:
  
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].
  
  
  Regards,
  
  
  ******* *******
  
  
  
  

• Initial Complaint

  07/21/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I went to Ford crossroads in south Boston Va. I purchased a $****** 2018 Ford Escape. I decided I wanted to trade for a ****. I chose to go back to Ford. Found a 2014 ****. Windows and locks were broke and roof leaked. I was told ALL would be fixed for trade. Locks, windows and NEW panel on roof. Salesman DID NOT put it in my final papers, and they did not fix anything. They capped a broken wire, and said the windows just push the button harder. The roof continues to leak 8in+ in the floor! It was made a joke. I didn’t trade a good vehicle for a $****** vehicle & them not to honor their word and fix the issues.

*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. ↩