Thursday evening, August 30th from Fallon Nevada, I searched on cars.com and called around California and Nevada looking for a JK that was equipped as I wanted. A few dealerships accepted my offers but West Covina’s vehicle was best equipped for my price.
The salesman I spoke to was named Ozzy Diaz. I offered $27,000 plus fees for the JK which was MSRP of approximately $31,000. Several dealers offered $5,000 and 1 or 2 others $6,000 off but because this was equipped the way I wanted I chose this one.
Ozzy asked the sales manager and told me they would accept my offer. I then was specific on several things. I told him I was going to fly down from Reno, Nv and then drive the vehicle home to Roseville, Ca that night so it was important that I knew 100% that the vehicle was in perfect condition ( Ozzy said he would walk around the vehicle and park it in back and remove the keys from the cabinet), and the vehicle would be the price we discussed which included me paying fees on a sales price of $27,000. I was guaranteed the price and terms as we discussed and Ozzy walked around the vehicle and told me it was perfect.
The next day the sales manager called me. I once again confirmed with him that the price would be as we discussed which he confirmed. I left my sons party and headed for the Reno Airport.
I arrived in Ontario and Uber’d to the dealership. Once I arrived the vehicle was brought around and immediately saw the front bumper was caved in on the right side and the rear bumper was kinked. I was incensed as I asked Ozzy why he said it was perfect from his walk around. In addition to the damaged bumpers was the driver’s door that had been pressed in from what looked like someone had fallen into it. Almost unable to think, I said tell them inside to take another $500 off and I will replace the bumpers myself.
The damage to the vehicle was only the beginning. Ozzy came out and told me the manager was not going to reduce the price and I had to take the vehicle as is because the price was already as low as they would go. I was trapped in Los Angeles 8 hours from home and it was already 9pm at night.
Nearly anther hour went by before I went into finance; over two hours at this point. I looked over the shoulder of the finance person’s shoulder and could tell the numbers did not add to what I expected.
1. The sales manager added in a service plan which increased the expected monthly payment by $50
2. They also increased the cost of the vehicle by $495 which they tried to explain was an adder of a GPS device they could not remove from the vehicle.
3. The forth was charging me tax on $500 which they adjusted the vehicle price to reflect $500 as a manufacturer rebate. One thing I was careful to ask when they agreed verbally over the phone.
At this point I was getting up from my seat and I told them I was getting an Uber to a hotel and flying home if they did not rewrite as we agreed. The sales manager finally agreed as they had already acknowledged that I was “getting burned” by the damage to the vehicle. They reprinted the contract removing the GPS device charge. After I reviewed, I then discovered the service contract charge. I was so disgusted they tried to slip this into the contract after discovering the GPS adder. At this point the contract had been printed 3 times. They removed it and then I agreed to sign the final contract even though I was under duress. But because they kept me there over 3 hours, and because I had an 8 hour drive ahead of me I felt I had no other choice.
I finally left the dealership a little after 10pm that night after arriving at 7pm.
A few days later I received the Chrysler survey on the sale. I answered all of the questions as appropriate. On September 11th 2018 I received a call from David (Identified himself as the sales manager of the dealership. He asked about my survey and had me tell him about my experience as written above. He agreed that this was not what they wanted as treatment of their customers and would set out to make this right for me. I said all I was interested in was getting replacement bumpers for the jeep. He said he would do his best to make this happen. I told him if he did, I would forget about the door damage and not release my complaint to Chrysler, Yelp and the other complaint sights.
I waited for 4 days and then began calling him. He was unavailable or off for 4 days in a row after calling several times a day appeared to be avoiding me. 7 days later, finally he responded by email and said the request for bumpers was denied.
I am 56 years old and have purchased over 15 new vehicles in my life. 4 of these where Chrysler products; a dodge 1500 and this is my 3rd new wrangler which now I need to buy 2 new bumpers and have the door straightened.
I plan to write DealerRater, Yelp, Cars.com, realcartips, Edmunds and finally Chrysler to share this story.