We bought a 2017 Chrysler Pacifica back in October 2017 and everything seemed to work out fine. After a few negotiations and several add ons, we felt we had everything we desired in our new family van!
Unfortunately, the sales reps and the Glendale website falsely advertised ALL Chrysler Pacificas as having full towing capacities of 3600#. There are actually very few models that are equipped with the full towing capacity, and unless the vehicles comes with the factory tow package installed, the tow capacity is only 1500#. This was a huge setback for us and completely changed the future vacation plans we envisioned for pulling pop up campers and jet skis.
We brought the false ad towing capacity issue to the attention of the sales managers in February 2018 when we started to look at installing our trailer hitch. They offered to upgrade us to a new 2018 model with the factory tow package. We were in agreement that we should cover the difference for the tow package, however, they wanted us to pay for the depreciation of our vehicle which only had a few thousand miles on it. I understand the cost of depreciation, but when the dealership website and the sales reps all falsely represent a vehicle, that’s not my responsibility.
After denying their ridiculous request to cover depreciation for a fraudulent sale, the sales managers offered a temporary rental agreement which would allow us to use a loaner with a tow package as needed. When we asked for something in writing, they scoffed because that would require them to get legal dept involved. When we asked them how they would honor this makeshift remedy if they left the dealership, they said, “Trust us. We are like furniture here.” When we asked them about how many times we could use this, they just said to call in advance and see if they have something. When we advised we planned to keep this vehicle for 10 years, they immediately rescinded the offer as they felt that 2 years was more than adequate. This was just a feeble attempt to try and salvage a fraud issue and they had no intention of making amends.
I was appalled by the lack of accountability that Glendale showed throughout the process. The sales manager at one point told me I understand your frustration with the issue but we won’t do anything about it. I was even more upset with the fact that the dealership still uses the same advertising tactics after I brought this to their attention months ago. I have also called them in recent months to inquire about towing capacities for Pacifica models and they will still sell you on the idea of every single one having a 3600# towing capacity. FALSE!
The Missouri AG responded to my claim with follow up from the sales manager, and their stance was to deflect any responsibility to Chrysler as they said they control the info on the website. Unfortunately, each Chrysler dealership is independently owned and operated and so Chrysler doesnt get involved with dealer sales issues. Chrysler corporate offered us an MVP Alternative Transportation Contract as a good faith effort for customer satisfaction. Although it’s not a solution for the issue at hand, it was at least an attempt to savor some sort of consumer confidence in the brand.
Regarding Glendale’s notion that Chrysler controls their website advertising, I don’t buy it! There are many other Chrysler dealers that I have since talked to and reviewed their websites that don’t include the same scope of false information regarding their vehicles.
Glendale is in the business of car sales - whatever it takes. FRAUDULENT ADVERTISING, MISLEADING SALESPEOPLE. BAIT & SWITCH!
MY SUGGESTION - I’d look elsewhere when buying a new or used car. There are numerous other Chrysler Jeep Dodge dealerships in the area, and I wish I had found them before Glendale