Rockland Chrysler Dodge Jeep RAM

Rockland Chrysler Dodge Jeep RAM responded

Thank you so much for taking the time to write this positive review. Brian goes above and beyond to make his customers happy and we are lucky to have him as part of our Rock family. We hope you enjoy your Jeep for many years to come and look forward to seeing you again in the future. Sincerely, Christopher P. Dooney Assistant Sales Manager / Internet Director Rockland Chrysler Jeep Dodge & Ram

Rockland Chrysler Dodge Jeep RAM responded

Mrs. Rosario, First off, we'd like to apologize that you felt your experience was anything less than perfect. Unfortunately, we have no way to predetermine the rate that any customer will be approved for on their auto loan before the bank decisions it. We ask the customer a few questions to determine the best possible scenario and automobile for their needs and situation. In your specific situation we understand that the loan rate that you were approved for made the payments higher than expected and even a bit uncomfortable for you. We do come across many situations like this and always inform the customer of their options and try our best to work with them and their needs. At no point was it said that you the customer must complete the transaction, you always had to option to cancel the deal and receive a full refund of the deposit that was left. To be 100% clear this deposit is refundable in full until the point where final contracts are authorized by you the customer. The only other type of non-refundable deposit is if we had to buy another vehicle as per the customer's request. When the approval was discussed with you by Derrick Brickhouse it was requested by you that we attempt to gain an approval on a different vehicle with a specific stock # of C160500. This specific vehicle was new to our inventory and therefore did not yet have its photos posted online yet. Once this request was placed we did in fact get you approved on the vehicle of your choice. Upon arriving at our dealership a request was made to view yet a different vehicle which already had a deposit on it. Unfortunately, we are unable to hold multiple vehicles for a customer, we only place hold on the one vehicle that we have a full structured deal for. In your case that vehicle was the vehicle you took delivery of. You have expressed concern that this vehicle was not listed as certified on the Carfax History Report. Carfax is a 3rd party company and we cannot say how they retrieve their information because we are not affiliated with them. We have no control over the time frame that they update the vehicle history report, as we report the vehicles certified to Chrysler only. As of today, 9/10/14, the Carfax report does list this vehicle as a Certified Pre-Owned vehicle. Chrysler's certification guarantees that each vehicle must pass a stringent certification process that guarantees only the finest late model vehicles get certified. Every vehicle that passes is then subjected to a comprehensive 125-point inspection and a thorough reconditioning process using Authentic Mopar Parts. For even more peace of mind, these vehicles are sold with a factory-backed 7 year/100,000-Mile Powertrain Limited Warranty, 3 month/3,000-Mile Maximum Care Coverage, 24 Hour Towing and Roadside Assistance, Car Rental allowance, CARFAX Vehicle History Report and an introductory 3-month subscription to SiriusXM Satellite Radio. This certification is 100% included with the vehicle that you purchased. The certification checklist for this vehicle was provided to you at the time of purchase, along with all of the coverages and protection plans that are included in Chrysler’s certification. Following your delivery process being completed and you leaving the dealership satisfied and pleased with your experience a small problem arose with the Certified Jeep Grand Cherokee that you had just purchased. It is understood by our dealership that this is frustrating as it is a new vehicle to you and it raises concern. At this time you chose to come into the dealership and voice your concern about the minor electrical issue that had arose with your vehicle. When arriving at the dealership, you spoke with our Assistant Sales Manager Christopher Dooney, (perhaps you were mistaken and thought his name was Mike). Either yourself or your husband stated to Christopher that you were not comfortable with this vehicle as it had “Major Electrical Issues”. At this time Christopher asked how it could be determined that the vehicle had such issues, being that this determination was made by someone who was not a Certified Automotive Technician. Furthermore, the vehicle had not yet been diagnosed or looked at by our service department. Before leaving the dealership that night a call was placed to our service manager Barry Flieschman, who agreed to service this vehicle the next morning at 9:00 am. This appointment was made for you by Christopher Dooney to accommodate the concern that the next available service appointment was not for several days. The next morning came and at about 9:30 am you arrived at the dealership with your vehicle and requested to speak with a senior manager. The manager that you spoke with was Warren Talmo. The question was asked to Mr. Talmo as to why you were told that a vehicle you were interested in was sold and then later was offered for sale. Mr. Talmo immediately began to explain that our process of sale includes a hold deposit and an approval process and that during this time frame the vehicle is not available for sale. During his explanation of the credit approval process and time frame associated with holding a vehicle, he was asked by you if he could focus on the issue that you had presented to him. To our understanding that issue was that you requested a vehicle and it was not available due to a deposit that was left by another customer with intent to purchase that vehicle. Warren once again started to explain the process and why you were told the vehicle was not available. At this time he was asked how this was relevant information once again. The attempt by Mr. Talmo to answer your questions and address your concerns was made multiple times. After explaining the same thing multiple times and you getting irate did he state that there was nothing further to discuss and that the conversation was over. He then walked out of the conference room where this meeting was held. Christopher P. Dooney Assistant Sales Manager/Internet Director Rockland CJDR

Rockland Chrysler Dodge Jeep RAM responded

We strive to be different than other dealers and we're glad that your dreaded finance visit was better than expected. Matt Spain is one of our best and his knowledge on Ram is unbelievable. So glad that you are enjoying your truck and we hope that you will return to us when you choose to get a new one. Thanks for the great review. Sincerely, Christopher Dooney Internet Director/Asst. Sales Manager Rockland Chrysler Jeep Dodge Ram

Rockland Chrysler Dodge Jeep RAM responded

Thank you so much for taking the time to write this review for us. Jeremy is a great salesperson with a great attitude. We're glad you chose to stay with us and hope that you will recommend us to your family and friends. Enjoy your new Jeep and we look forward to seeing you again in the future. Thank you, Christopher Dooney Internet Director/Asst. Sales Manager Rockland Chrysler Jeep Dodge Ram

Rockland Chrysler Dodge Jeep RAM responded

We're so happy that we were able to exceed your expectations. Lawrence is an extremely knowledgeable salesman who consistently meets and exceeds his customer's needs. Our finance department is great and they work hard to make financing a vehicle a stress free experience. Thank you so much for the great review and recommendation and we hope to see you again in the future. Thank you, Christopher P. Dooney Asst. Sales Manager/ Internet Director Rockland CJDR

Rockland Chrysler Dodge Jeep RAM responded

Thank you so much for this great review. We know that buying a new vehicle can be stressful, especially when you're unsure of what you really want. Don is a true professional who has had years of experience helping people find the vehicle that fits their wants and needs. We're so glad that you had a great experience and wish you many years of happiness with your new Grand Cherokee. Maybe it will be baby Olivia's first car. On behalf of Don, Dante and the entire Rock family, thank you for trusting us with your business and we look forward to seeing you again in the future. Sincerely, Christopher P. Dooney Assistant Sales Manager/Internet Director Rockland Chrysler, Jeep, Dodge, & Ram

Rockland Chrysler Dodge Jeep RAM responded

Ed thank you so much for this awesome review! I can't tell you enough how much we appreciate your business and definitely look forward seeing you in the future. Enjoy your new Chrysler T&C. Thanks Again, Christopher P. Dooney Assistant Sales Manager/Internet Director Rockland CJDR

Rockland Chrysler Dodge Jeep RAM responded

First and foremost, this is a very difficult situation and on behalf of Rockland CJD, we are very sympathetic to the fact that you don't feel safe in the Jeep Grand Cherokee that you leased from our store. When leasing a vehicle in New York State, however, there unfortunately is no "Cooling Off Period" or Return Policy for reversing a transaction for the purchase or lease of a motor vehicle. Once everything is finalized, there is no way to reverse the transaction. The vehicle that you traded in was already purchased by another party and the contracts and motor vehicle paperwork was sent out by the time the concern was raised. It was simply too late to try to reverse the transaction. Furthermore, the vehicle you purchased was test driven several times before you decided to purchase it. There was no reason why the dealership would have suspected that it wouldn't fit your lifestyle. We realize that you are upset with the fact that you purchased this vehicle and cannot return it, but we always make safety and customer satisfaction a top priority. This is why so many customers have expressed the positive experiences they have had at our establishment. We are saddened to hear that you will not consider us in the future because of this issue, but hope that you realize that we have to abide by the laws of the state that we do business in, and this situation was something that we couldn't rectify. If there is anything else that we can do to relieve you of your concerns about the safety of your vehicle, please let us know. Sincerely, Christopher Dooney Internet Director/Asst. Sales Manager Rockland Chrysler Jeep Dodge Ram

Rockland Chrysler Dodge Jeep RAM responded

Thank you so much for taking the time to write this review. Our goal is to provide everyone with an easy and stress free buying experience. We hope you will recommend us to your family and friends and we look forward to seeing you again in the future. Sincerely, Christopher P. Dooney Assistant Sales Manager/Internet Director Rockland Chrysler, Jeep, Dodge, & Ram

Rockland Chrysler Dodge Jeep RAM responded

We're so pleased that you took the time to submit this review. We strive to exceed our customer's expectations and provide a stress-free shopping experience. Chris Gunst is extremely knowledgeable and a superb salesman and we're glad that he could make you feel comfortable. Financing a vehicle can be stressful at times but Derrick is a seasoned professional and makes it a pleasurable experience. Our goal is always to build lasting relationships that keep our customers coming back year after year. We look forward to working with you again. Sincerely, Christopher P. Dooney Assistant Sales Manager/Internet Director Rockland Chrysler, Jeep, Dodge, & Ram