Terry Henricks Chrysler Dodge Jeep RAM

Terry Henricks Chrysler Dodge Jeep RAM responded

Thank you for taking the time to share such detailed feedback about your recent visit. We sincerely apologize that your experience did not live up to your expectations and that you left our dealership feeling frustrated. We always strive to provide complete transparency. Because everyone has a different perspective on pre-owned vehicle conditions, our team purposefully shares upfront photos and invites guests to inspect vehicles in person to ensure they meet their personal standards. When that first vehicle wasn't the right fit, our salesperson’s sole priority was to help you find a vehicle that matched your needs, which is why we spent time exploring and test-driving several different options with you. We worked hard during negotiations to drop our price to the absolute breaking point to make the deal work for you. The comment regarding the salesperson's profit margin was meant to humorously emphasize how low we had dropped the price to meet your budget, and we apologize if it came across as an insincere sales tactic. Regarding the service and doc fees, we always aim to follow standard guidelines and corporate policies, including our strict policy against holding vehicles without a finalized agreement. We are truly sorry that we could not come to an alignment and that the process felt adversarial. We value your feedback as it helps us refine our communication, and we wish you the absolute best in finding the right vehicle for your family. Warm regards

ck44883 responded

Thank you for your response. However, I feel it misses several of the concerns raised in my review. My issue with the first vehicle is that the photos provided before our two-hour drive did not accurately represent the vehicle's condition after I had specifically asked about paint chips and dents. The photos showed the damaged bumper and a dent in one of the doors, but they did not show the numerous paint chips, including one that appeared to be rusting. Had those been disclosed, we could have made a more informed decision before making the trip. Regarding the negotiations, I understand that we simply could not reach an agreement on price, and I have no issue with that. My concerns were the pricing presentation and the proposal to purchase the vehicle without a completed inspection. Regarding the document fee, my concern was not addressed in your response. A review of the "pricing details" on your website shows that the fee is already included in the online price details for the vehicle, yet it also appeared as a separate charge on the written offer presented to us. Had I not reviewed the paperwork carefully, I would have been charged an additional $426.85 ($398 plus tax) for a fee that was already included in the advertised price. Because this charge appeared on what seemed to be a standard dealership form rather than a one-time mistake, the only conclusion I can draw is that this is a normal business practice. If that is not the case, I would expect the dealership to acknowledge the error and explain why the fee was added a second time. As presented, the offer would have resulted in me paying the document fee twice, which remains one of my primary concerns. I am also concerned that the offer did not include an inspection. We indicated that we were willing to pay the $277.50 inspection fee plus applicable taxes, but when we asked whether any issues discovered during the inspection would be covered, we were told, "It depends on the issue." That response raised additional questions. If issues had been found, would the sales price have increased? In my view, the cost of inspecting and evaluating a used vehicle should already be reflected in the advertised price and should not have been removed from the offer. The inspection timeline also raised concerns. The salesperson was pushing to have the vehicle inspected before we left that afternoon, despite there being, at most, about an hour remaining before closing. Because I questioned whether a thorough inspection could realistically be completed in that timeframe, I contacted your service department the following day. Nate advised me that a thorough inspection typically takes approximately 1.5 hours. That information reinforced my concerns and left me questioning how a complete inspection could have been performed within the 45-minute-to-one-hour window that was presented to us. I also found it interesting that your response referenced your policy on holding vehicles, as that was never mentioned in my review and was not one of my concerns. The topic only came up because I wanted to ensure that any inspection was not rushed. While we understood and accepted the answer, our concern was never about placing a hold on the vehicle. Our concern was whether we were being encouraged to purchase a vehicle before a thorough inspection could reasonably be completed. Finally, the repeated comments about the salesperson only making $100 on the deal did not come across as humorous. Whether intentional or not, they felt more like an attempt to influence our decision emotionally than a meaningful response to the concerns being discussed. I appreciate that your team spent time showing us other vehicles after the first one did not work out. Unfortunately, the overall experience left us feeling that important information was not fully disclosed and that several questions were never clearly answered. I wish your dealership the best, but I believe future customers would benefit from more complete vehicle-condition disclosures and greater transparency regarding fees, inspections, and service-related charges.

Terry Henricks Chrysler Dodge Jeep RAM responded

Hi, thank you for your kind review; we are happy to pass along your comments to the team here at Terry Henricks Chrysler Dodge Jeep Ram! If you ever need anything else from us, please feel free to give us a call or stop by. Have an awesome day!

Terry Henricks Chrysler Dodge Jeep RAM responded

Thank you for the kind words, we appreciate the trust you put into us!

Terry Henricks Chrysler Dodge Jeep RAM responded

Thank you for the 5-Stars! We love Parker too!

Terry Henricks Chrysler Dodge Jeep RAM responded

Mr. R.S., Your salesperson explained to you what the e-torque engine does/how it operates, you followed thru with the purchase of the vehicle, and nearly 9 hours later you emailed asking to return the truck because you were "doing some reading online". As a dealership, we've never had issues with the e-torque engine in our service facility. You knew the truck had the e-torque engine when you purchased it. You started the buying process 22 days before the purchase. No issue with our truck other than what you read online. If this was a potential issue why didn't you ask about it before the drive/purchase? Everything presented to you was honest and transparent. We are genuinly sorry you feel the way you feel yet we hold to our decision.

Terry Henricks Chrysler Dodge Jeep RAM responded

Hi Renae, we are very happy we could provide you with a positive experience! If you have any further questions, please give us a call. We're always happy to help!

Terry Henricks Chrysler Dodge Jeep RAM responded

Hi, we are very happy to have provided you with such a positive experience! If you ever need anything else from us, please feel free to give us a call or stop by. Have an awesome day!