East Hills Chrysler Jeep Dodge Ram SRT

East Hills Chrysler Jeep Dodge Ram SRT responded

Dear Ms. Thespy, I just read your review and I wanted to personally follow up with you. East Hills Chrysler Jeep Dodge Ram bears a lot of the responsibility for this transaction. We, in no way, wanted to cause you harm in this transaction, but there were circumstances that led to our decision to sell the vehicle you wanted to another buyer. We may or may not have communicated that there was a buyer for the exact vehicle you wanted prior to your arrival in our dealership. This buyer wanted this vehicle, but was credit challenged, and he was difficult to contact after we met with him. We were unsure of his interest level. A few days after buyer #1 came to us, you arrived and signed a Buyers Order for this same vehicle. On your Buyers Order signed by you, we wrote that you must take delivery of this vehicle within 48 hours. I am told by Emil Keri, used vehicle manager, that you did not honor this 48 hour commitment. At that point, East Hills had to question the level of intent to purchase from you. Buyer #1 reappeared, with a co-buyer, and was ready to move forward and take delivery of this vehicle. We honored our original customer. In retrospect, if you had not known there was a first buyer, then we should have informed you of this. The 48 hour delivery clause on your signed Buyers Order leads me to believe, we were setting an expectation with you that was not honored. What occurred next is pure embarrassment on East Hills Chrysler Jeep Dodge Ram's part. In no way should a salesperson purposely mislead a customer. Your salesperson gave you an excuse that he believed would convince you that you did not want this vehicle. When you spoke to our used vehicle manager, Emil Keri, he told you the truth. I apologize for your salesperson's lack of professionalism. This is not how East Hills has built its reputation and we do not tolerate lying. None of these words can make you feel any better. We are sorry for this unfortunate incident and we wish you and your family only the best. If there is any possible way to rebuild your trust, I would invite you to deal directly with Emil Keri and we will do our absolute best to show you our everyday level of professionalism. Sincerely, Phil Wolhar Chief Marketing Officer East Hills Chrysler Jeep Dodge Ram pwolhar@easthillsjeep.com

East Hills Chrysler Jeep Dodge Ram SRT responded

Dear Ms. Richards, I spoke to Judy Burr about your experience with us. She relayed to me that your purchase of your pre-owned 2007 Jeep occurred in July 2013. She also said there were issues with your sunroof and we replaced your sunroof track in July 2013. At that time, we mentioned to you that if the headliner had to be replaced, we would replace it. There was no damage to the headliner so we did not fix it. While we were replacing your sunroof, we provided you a loaner vehicle so as not to inconvenience you. We last heard from you in August 2013 during a regular maintenance visit and as of that time, there were no outstanding items. We did not hear from you since August 2013. In May of 2013, Judy Burr, general manager, received a phone call from a dealership in North Carolina telling us the sunroof drains were clogged and asking for us to replace the headliner. Clogged drains are a maintenance item, not a warranteeable item, and as such, are not a covered expense. Furthermore, when you visited us in August 2013, there was no issue with your headliner. This is what we relayed to the North Carolina dealership. Shortly after our denial of the North Carolina dealership's request to pay for a new headliner, you called Judy to tell her that not only were the drains clogged, but the sunroof track was cracked. Yet this was never disclosed to Ms. Burr by the North Carolina dealership. Ms. Burr asked the North Carolina dealership to provide photos of the damage. To date, they have not. We cannot determine what occurred in the ten months since August 2013. The information we were provided by your local dealership indicates the sunroof problem was due to clogged drains. No evidence exists to support anything else. We consider this matter closed and we wish you only the best. Sincerely, Phil Wolhar Chief Marketing Officer East Hills Chrysler Jeep Dodge Ram pwolhar@easthillsjeep.com P.S. It's only fair that an additional item be listed in this reply – Ms. Burr relayed to me that when you were using our loaner vehicle last July 2013, you received $175 worth of parking tickets. Several months ago after multiple contact attempts, we elected to write off your outstanding balance as bad debt and move forward.

narichards32 responded

First off, Judy DID NOT here from me or the North Carolina dealership that the sunroof was clogged or cracked. She was told that there is a part missing from the sunroof (the rear trough part number 5137559AD) that your service technician (FRANK) REMOVED claiming that it was an unnecessary part. Mopar will NOT pay to replace it because your tech FRANK threw it away!! Now there is water damage to the left speaker, the roof lining, the interior light and the radio!!! Judy told me personally that she would replaced the water damaged head liner, but I told her it would need to be done in North Carolina since at that time I was moving. As for the ticket (1) on your loaner car, I refused to pay for it UNTIL my car issues are rectified!!! You people sell used cars that you do not do 120 point inspections on as you claim. Had you done a 120 point inspection on the car you sold me you would have known that the sunroof was faulty and leaking!!! You are just trying to pass the buck of responsibility with regard to this car and I feel sorry for anyone that buys a used car from your dealership. Also had you sold me a car without a leaking sunroof, I would have never been in a loaner to get a ticket on it!!! If you want to settle this then you can contact the Lake Norman Jeep dealership or me directly, but I'm sure you won't! FUTURE BUYERS BE VERY AWARE!!!

East Hills Chrysler Jeep Dodge Ram SRT responded

Dear numone46, Thank you for purchasing your vehicle at East Hills Chrysler Jeep Dodge Ram and for the recommendation of your salesperson, Ann DeMayo. She is a great asset to our company and she will appreciate reading your kind remarks. Sincerely, Phil Wolhar Chief Marketing Officer East Hills Chrysler Jeep Dodge Ram pwolhar@easthillsjeep.com

East Hills Chrysler Jeep Dodge Ram SRT responded

Dear Billthehill, Thank you for trusting East Hills Chrysler Jeep Dodge Ram with your business. We wish you all the best. Sincerely, Phil Wolhar Chief Marketing Officer East Hills Chrysler Jeep Dodge Ram pwolhar@easthillsjeep.com

East Hills Chrysler Jeep Dodge Ram SRT responded

Dear t_collins100, Thank you so much for buying your Jeep at East Hills Chrysler Jeep Dodge Ram. We wish you all the best! Sincerely, Phil Wolhar Chief Marketing Officer East Hills Chrysler Jeep Dodge Ram pwolhar@easthillsjeep.com

East Hills Chrysler Jeep Dodge Ram SRT responded

Dear scottfrdmn, Thank you for joining the East Hills family with your recent vehicle purchase. We appreciate your trust in us and we wish you all the best! Sincerely, Phil Wolhar Chief Marketing Officer East Hills Chrysler Jeep Dodge Ram pwolhar@easthillsjeep.com

East Hills Chrysler Jeep Dodge Ram SRT responded

Dear Joell40, Thank you for purchasing your Jeep Grand Cherokee from East Hills. We welcome you to our family! Sincerely, Phil Wolhar Chief Marketing Officer East Hills Chrysler Jeep Dodge Ram pwolhar@easthillsjeep.com

East Hills Chrysler Jeep Dodge Ram SRT responded

Dear PAmaxwell, Thank you so much for purchasing your vehicle at East Hills Chrysler Jeep Dodge Ram and for taking the time to write this wonderful review of your experience. We appreciate any recommendations you make and we remind you to take advantage of the $150 in Auto Rewards rebate dollars for each customer you send to us who buys from us. We wish you all the best! Sincerely, Phil Wolhar Chief Marketing Officer East Hills Chrysler Jeep Dodge Ram pwolhar@easthillsjeep.com

East Hills Chrysler Jeep Dodge Ram SRT responded

Dear portnev, Thank you for your trust in East Hills Chrysler Jeep Dodge Ram. We wish you all the best! Sincerely, Phil Wolhar Chief Marketing Officer East Hills Chrysler Jeep Dodge Ram pwolhar@easthillsjeep.com

East Hills Chrysler Jeep Dodge Ram SRT responded

Dear justinvia, Thank you for this feedback on our company. We appreciate your comments and your business. Sincerely, Phil Wolhar Chief Marketing Officer East Hills Chrysler Jeep Dodge Ram pwolhar@easthillsjeep.com