This is a copy if the email sent to the General Manager on Friday, August 11th. I've still heard nothing. My former loan remains unpaid nearly a month after the transaction.
I am forwarding this information to you, because I feel that you should be made aware of the poor customer service, inefficiency, and overall lack of integrity displayed by your dealership during my experience.
On July 25th, I traded in my Jeep Grand Cherokee in order to lease the 2017 Jeep Wrangler Unlimited. At that time, I did undergo a bit of nonsense haggling with Ryan Hale, per his finance manager, but after establishing the fact that I had done my homework, and would require a reasonable deal in order to gain my business, the overall transaction went smoothly. Trey had us return the following day to complete the paperwork needed. I informed him that my payment to Capital One was due on the Grand Cherokee and asked if I should pay it. He said the 10 day payoff should post within a few days and not to worry.
I assumed everything was fine. However, my husband got a call yesterday, August 10th, requesting a copy of my drivers license to be emailed to Andrew Trakas for completion of paperwork, so that the loan could be paid.
I became alarmed, as this should have been completed weeks ago. I immediately sent the information as well as a request to be updated on the status. My husband called and left a message requesting as much that afternoon.
We did not get a response.
This morning I sent a second email requesting an update and explanation for why they were just now asking for information needed to do paperwork. No reply.
I called three times today. My last message was to inform them that I was now pursuing action and explanation beyond the dealership, and would continue to file complaints until I had heard from someone with at least an update.
I immediately called the Jeep Corporation. The customer service representative collected and verified my information. She filed a complaint against Grapevine Jeep and notified you of such, via phone call. I then filed a complaint with the Better Business Bureau as well.
After doing this, I called the dealership one last time to get your email address to notify you of the issue. Taurus intervened, finally. Unfortunately, he lacked the integrity necessary to be honest about the obvious oversight, and immediately justified their extended time line, placed responsibility on the finance company, and discussed issues with other salesmen while I was explaining the situation to him. He was not in any way equipped to deal with me, and it was painfully obvious. When asked why it took 16 days to request my drivers license, he simply said that Andrew Trakas must have just needed it to wrap things up. It seems to me, as well as a different dealership, and Jeep Corporation, that someone dropped the ball on this. The unwillingness to return phone calls and emails demonstrates poor customer service, while the initial attempt to be dishonest during the sale and willingness to place blame on others, shows a lack of integrity.
At this point, I believe, and hope that the issue has been handled. Taurus explained that my finance company finally funded this yesterday and the payment would post to Capital One on Tuesday.
In the meantime, know that the case number for the complaint with Jeep corporation, against your dealership is ######### while the BBC case number is ########.
All of this could have been avoided by:
1. Collecting all documents at the time of signing.
2. Starting the process in a timely manner.
3. Returning a call or email within a reasonable time frame.
4. Accepting responsibility for mistakes.
5. Listening intently when addressing the issue.
Needless to say, I will remain a Jeep customer, but not with your dealership. I will also be active in discouraging people I know from doing business with your dealership as well.
I am sending this information to you as a courtesy as I believe it is something that you would want to know. I hope I am correct in this assumption, but at this point, I doubt the values of Grapevine Jeep.