East Hills Chrysler Jeep Dodge Ram SRT

East Hills Chrysler Jeep Dodge Ram SRT responded

Dear Mr. Erickson, I've read your review across numerous review sites. I apologize that your experience with us has led you to post this review. We should have answered your questions clearly and definitively as soon as you asked them. For that, we could do, and we will do a much better job moving forward. I will do my best to answer all the outstanding items from your review in the order in which you presented them. While you may or may not agree with these answers after reading them, my role at East Hills Chrysler Jeep Dodge Ram is to provide closure: 1. “Classic Bait and Switch. Was in agreement to purchase a vehicle for a set price. When I took delivery, it was a different vehicle, a few thousand dollars higher.” I am confused by this comment. The Manufacturers Suggested Retail Price (MSRP) of the 2014 Jeep Grand Cherokee you purchased from us was $33,690. As of this writing, we have 120 Jeep Grand Cherokee vehicles in stock and in-transit to us. Of these 120 vehicles, the least expensive 2014 Jeep Grand Cherokee is $33,690. 2. “Inflated the Bank Fee. Ally Bank charges $495. Dealer charged me $895.” Ally Bank does charge $495 for their bank fee. The $895 is your cash down payment which was fully used to reduce your monthly lease payment. 3. “Charged almost $500 for plates. This is the actual cost of registration which is estimated at purchase. Not fees charged by the dealership in which I was already charged $75.00 for. When DMV mailed my registration it was $241.00. I am owed a refund for over 2 months now.” The $75.00 is a New York State documentation fee. The $495 represents your vehicle registration fee, filing fee and New York State inspection fees. Financial institutions require us to file your paperwork with your bank or leasing company, ensuring compliance with federal and state regulations. 4. “Left a deposit on the vehicle which was double charged. Had to return to the dealership to get my card credited.” I apologize that you had to come back a second time. We maintain a policy that we have to re-swipe your credit card. This policy, although it is burdensome to have to return to us, makes customers feel at ease since they get an acknowledgment from the credit card bank immediately that the credit has been processed and, more importantly, it guarantees that your credit card information is kept private. 5. “Mileage on “new car” was 90! Probably dealer demo car and not reflected on the lease agreement” This vehicle was swapped in from another dealer in New Jersey and the miles came from driving the vehicle to our dealership. 6. “Had appointment to pickup vehicle and my sales person CURTIS ROSE did not even show up.” Our salespeople take great pride in being there to deliver vehicles to their customers. I cannot determine if your delivery date was changed at all which conflicted with Curtis' day off or if an emergency occurred that day which impacted his ability to deliver your vehicle to you. We operate a team environment and we have delivery specialists on-hand to explain the features and program the components. I apologize for any miscommunication that occurred. Adam, you have every right to write reviews online. I hope the above answers provide more peace of mind and underscore why we did not respond to your offer to “keep quiet and not write any negative reviews or make any complaints.” As far as your request, “I simply want what was stolen from me (Bank and Registration Fee) returned.” is concerned, nothing in your paperwork supports that anything was stolen from you. All fees were disclosed and you signed all paperwork acknowledging all fees. We wish you only the best. Sincerely, Phil Wolhar Chief Marketing Officer East Hills Chrysler Jeep Dodge Ram pwolhar@easthillsjeep.com

Adam E responded

1I am sure you are confused. I was quoted on a 2014 Jeep Vin # 1C4RJFAG9EC28853 MSRP $31,990. This information was emailed to M. Kennedy and S. Dessetto prior to delivery. If the car was not in stock or unavailable for some reason I should have been informed. 2.Seriously? Do you think I am unaware of this? This is one of my primary complaints. I was quoted $0 down. Zero. The only written numbers I received from your dealership was a lease order form that stated $895 Bank acquisition fee… which it was not. How do you not see what is wrong here? You used my “bank fee” as a capital cost reduction. That is precisely the problem. You just admitted it. Where is your explanation as to why the $895 was represented as a bank fee? Done to reduce my monthly payment? Why would it need to be reduced? When did I ever indicate an issue with the monthly payment? I clearly indicated to Curtis that I wanted the 12k annual mileage only to reduce the residual buy out price thus voluntarily INCREASING my monthly payment. They only reason you would need to reduce monthly payments is if you….. bait and switched! You needed to back into the payment I was quoted. Here is a genius Idea as how to lower my monthly payment. How about you drop the price of the car? How about we take 10k annual miles? Or best yet you sell me the car that we nogitated! All of this was in my original 3 page complaint that was made and went unresponded to. I wanted to keep this brief. All of the other crap you put me through (inflated lease rates, switching banks, the 12k annual mileage ) was all in that letter. 3.Wow. Again admitted that it was a fee that has nothing to do with vehicle registration. A fee that you simply pocket. Registration and plate fees are half that. I was charged a made up fee. Simple. 4.OK , I am sure it would have been refunded had I not returned. Your dealership has proved that you operate with honesty and integrity. (sense the sarcasm?) 5.That doesn’t add up. If the vehicle was not at the dealership when the lease was being prepared that means the paperwork would have been ready when I arrived at the dealership which I was told it was not. I was given no chance to review the agreement. I was given the keys and the paperwork at the same time. I sat for hours and waited. I specifically asked to review prior to pickup which I was denied (pretty sure that violates regulations btw). If the vehicle was at the dealership while the paperwork was being prepared then the lease would have reflected the correct mileage. So was the paperwork ready and I was lied to yet again, or was the paperwork not ready and you guys just messed up the mileage? It really doesn’t matter at this point, just to prove how special your “ delivery specialists” are. 6.The guy did not show up PERIOD. How can you not determine, did you not ask him? Nothing changed, there was no emergency. The man did not want to sit down and go over the numbers because he knew it was all xx. And finally NO, NONE of the fees were disclosed. I made 3 requests for all the fees. The first two to Curtis on 10/15/2013 and 11/4/2013. And the final request to S. Dessetto and M. Kennedy on 11/11/2013. You are flat out lying that this was disclosed to me. If you can produce to me a written sheet that clearly and accurately discloses these fees I’ll apologize and leave it be. But you cant and you wont. This is the level of professionalism your dealership provides: A hand written number $325 monthly payment on a piece of scrap paper. A lease order form prior to accepting any offers which was unsigned by me. The lease order stated BANK AQCUISITON FEE $895. Not downpayment , not capital cost reduction. BANK FEE! Lease order also stated fee of $244 plus plates which is about normal. What it does not say and what was NEVER disclosed or approved or signed by me was that the $244 was not part of the state registration fee. It was a completely separate fee that is pure profit and unacceptable. Nobody in their right mind would pay registration fees on top of registration fees. Lease order form does not list the VIN number , the rebates , the vehicle mileage, the cost of the car, the adjusted capitalized cost or residual value. How does one agree to buy a vehicle with no information? They don’t. And neither did I. Again, I had an appointment to straighten all of the numbers out and I was stood up. The only paperwork I signed was the actual lease. I am not a human calculator I cannot do the math in my head 5 seconds before I am to drive off. I am entitled to review the lease in advance of taking the car PERIOD. I made the mistake of trusting your dealership and making the deal on a handshake. Even now you are advertising the same car I was sold for $199 a month with $995 down. I was screwed even worse than I thought. And in all honesty you would have gotten away with it all if you didn’t try and charge me $500 for registration. The level of greed is astonishing.

East Hills Chrysler Jeep Dodge Ram SRT responded

Dear nostalja, Thank you for your vehicle purchase from East Hills Chrysler Jeep Dodge Ram. We appreciate your feedback on our team. All the best, Phil Wolhar Chief Marketing Officer East Hills Chrysler Jeep Dodge Ram pwolhar@easthillsjeep.com

East Hills Chrysler Jeep Dodge Ram SRT responded

Dear Dextard, Thank you for purchasing your Grand Cherokee from East Hills Chrysler Jeep Dodge Ram. We appreciate your trust in us and we wish you all the best with your new Jeep. Sincerely, Phil Wolhar Chief Marketing Officer East Hills Chrysler Jeep Dodge Ram pwolhar@easthillsjeep.com

East Hills Chrysler Jeep Dodge Ram SRT responded

Dear Patrick, Thank you for your continued loyalty to the East Hills Auto Group. We appreciate your business and we look forward to assisting you in the future. We wish you all the best with your Chrysler 200LX. Sincerely, Phil Wolhar Chief Marketing Officer East Hills Chrysler Jeep Dodge Ram pwolhar@easthillsjeep.com

East Hills Chrysler Jeep Dodge Ram SRT responded

Dear toriq, Thank you so much for your Compass purchase. We appreciate the feedback on your experience with our team and with your salesperson, Greg Leonardo. We wish you all the best with your new Jeep. Sincerely, Phil Wolhar Chief Marketing Officer East Hills Chrysler Jeep Dodge Ram pwolhar@easthillsjeep.com

East Hills Chrysler Jeep Dodge Ram SRT responded

Dear tdp1, Thank you for your purchase. We are happy to welcome you to our family! Enjoy your new vehicle. Sincerely, Phil Wolhar Chief Marketing Officer East Hills Chrysler Jeep Dodge Ram pwolhar@easthillsjeep.com

East Hills Chrysler Jeep Dodge Ram SRT responded

Dear melissaR16, Thank you for purchasing your Jeep Grand Cherokee at East Hills Chrysler Jeep Dodge Ram. We appreciate your trust in us and we wish you all the best with your new Jeep. Sincerely, Phil Wolhar Chief Marketing Officer East Hills Chrysler Jeep Dodge Ram pwolhar@easthillsjeep.com

East Hills Chrysler Jeep Dodge Ram SRT responded

Dear Luke1210, Thank you for purchasing your vehicle at East Hills Chrysler Jeep Dodge Ram. We appreciate your business and the great comments about your salesperson, Gary Candullo. He is one of our best salespeople and I'm glad you had a chance to work with him. Sincerely, Phil Wolhar Chief Marketing Officer East Hills Chrysler Jeep Dodge Ram pwolhar@easthillsjeep.com

East Hills Chrysler Jeep Dodge Ram SRT responded

Dear moduluswheels, Wow! What a fantastic review. Thank you for your purchase and for taking the time to write what you wrote. We agree that Ann DeMayo is a huge asset to our company. We wish you all the best with your new vehicle. Sincerely, Phil Wolhar Chief Marketing Officer East Hills Chrysler Jeep Dodge Ram pwolhar@easthillsjeep.com

East Hills Chrysler Jeep Dodge Ram SRT responded

Dear jasonmounier, We hope you are having a lot of fun in your new Jeep Rubicon. You're definitely set up for an awesome Jeep experience. Thank you for trusting us with your purchase. We are glad you made the trip to see us and we are grateful for the kind words you wrote about your salesman, Gary Candullo. Sincerely, Phil Wolhar Chief Marketing Officer East Hills Chrysler Jeep Dodge Ram pwolhar@easthillsjeep.com