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Old 10-06-2013, 08:45 AM   #1
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Thumbs down Shady / Corrupt Dealership - My Experience with a 2014 JKUR Order

This is my first post on this forum, but I’ve been reading it daily since July and have found it extremely helpful.

There have been a few posts about shady / corrupt dealers, so below is my contribution.

August 1: Ordered a 2014 JKUR and put down a $500 deposit on my credit card. My company is part of the Chrysler Affiliates program, so I provided a control number and the sales manager said that he would honor the FFP price of $36,375 (1% under invoice).

August 27-30: Could never get the dealer to provide a formal sales contract since “we’ll honor the price” with a wink and a grin. After reading on this forum that Chrysler was going to raise their prices in September, I again asked for signed confirmation of the negotiated price, and provided the following text from the Chrysler Price Protection program:

Price Protection

Price Protection is available on sold orders to protect the customer from price increases which occur between the vehicle order date and the KZ (invoice) date. A claim for Price Protection must meet the following criteria:

The sale must be documented by a signed and dated buyer’s order which details the agreed upon selling price at the time of order and secured by a customer’s deposit with receipts at time of order. Dealer must print and retain the Order Confirmation Ordered new for immediate production, or selected from dealer stock orders not yet invoiced, and delivered to the original customer

Must be delivered within 14 days of the date the vehicle is received at the dealership (KZX date) Must be delivered to the customer whose name is on the factory order and subsequent factory invoice at the documented agreed upon price at time of order


After a few days of emails and phone calls, the dealership finally provided a copy of the “Priced Order Confirmation (POC)” with the FFP price of $36,375 circled and the signatures of both the dealership owner and the sales manager. The sales manager wrote on the POC, “Price is good as long as documentation is provided at time of delivery that you are eligible for such program.” (Referring to the Affiliates Program.)

September: Chrysler raised their prices.

October 4: The salesman called late afternoon and told me that my Jeep had arrived.

October 5: I arrived at the dealership at 8:00am to complete the transaction, but was told by the sales manager and finance manager that Chrysler had raised their prices (really!?) and that I would need to pay the increase.

It did not matter that I had a POC signed by the owner and sales manager showing the negotiated $36,375 FFP price because “that is not a contract”. “But this is what you provided,” was my reply.

The sales manager then pointed out the printed text at the bottom of the POC sheet, “The prices and equipment shown on this priced order confirmation are tentative and subject to change ….” Apparently that text supersedes his own hand-writing which states, “Price is good as long as documentation is provided at time of delivery that you are eligible for such program.” Welcome to the Twilight Zone.

I asked that my $500 deposit be refunded and left. No sale.

My understanding is that Chrysler would have reimbursed the dealer the increase in price: "You must claim price protection by inserting the price protection program number on the Exception Claim Entry Screen when reporting the sale. Use program number blahblah.”

If so, then I suspect:

1. Even though Chrysler would have reimbursed the price increase with the dealer, the dealer wanted to make another $350-400 by having me also pay the increase.

2. The dealer figured they could eventually sell the JKUR at a higher price than FFP, so decided that they would back out of the sale (by forcing me to back out) if I wouldn’t agree to pay the increase.

3. Perhaps the dealer already had a buyer waiting in line for a JKUR at a higher sales price. I noticed that the JKUR is not yet listed in their online inventory – will be interesting to see if it shows up.

I ordered from this dealership since they are the only Chrysler dealer within 60 miles, and figured that they would also handle any warranty / service work on the JKUR. However, I would not trust their service department after dealing with their sales department.

Chrysler has lost a customer. I am considering contacting Chrysler Corporate over such questionable business practices by this dealership.

Regards

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Old 10-06-2013, 09:00 AM   #2
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Although I agree with your principle 100% and I hate to give away my hard earned money without justification. You will spend a lot of time and energy complaining to chrysler without resolve. In the end, you will have lost out on time and the Jeep. If you like the JKUR, I'd say just but it at the price agreed upon initially. Write off the extra few hundred bucks as your own luxury tax and don't use that dealership for service.

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Old 10-06-2013, 09:02 AM   #3
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I get where you're coming from, but is all this and denying yourself a Wrangler really worth $400?
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Old 10-06-2013, 09:03 AM   #4
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It amazes me they would piss people off for a few hundred bucks.
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Old 10-06-2013, 09:06 AM   #5
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They know they an get away with it.
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Old 10-06-2013, 09:12 AM   #6
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Principle

I'd do what you did. It is principle.
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Old 10-06-2013, 09:18 AM   #7
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I had a similar experience at my dealer but it was easily resolved. When I was taking delivery the price had changed and they could not invoice me at the agreed price. I was shown a memo from Chrysler showing that the Wrangler was not covered by price protection. The dealer was able to get Chrysler to stand by my contract and I was issued a check to cover the difference.

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Old 10-06-2013, 09:19 AM   #8
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^ I agree - I'd also travel further to get what I wanted at the agreed price, without the shady stuff. Maintenance isn't too bad either, there's a lot you can do yourself, so traveling for warranty would be my only concern.
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Old 10-06-2013, 09:21 AM   #9
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I would have done the same thing.... Now, you want a JKUR, so just go buy it at another dealership no matter how far it is.....
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Old 10-06-2013, 09:32 AM   #10
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File a complaint with your state atty general. Let them investigate. I would let the dealership know that you intend to do so. Meanwhile take delivery and enjoy.

I would also talk to the dealer principle. Forget the sales mgr.
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Old 10-06-2013, 09:37 AM   #11
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Don't be afraid to travel... i couldn't get a deal anywhere in my Tri county area. so i'll be driving 200+ miles to go pick up one i ordered and i'll also be saving a few grand by doing so.

From my experience with jeep dealers, they can be very shady, and uncooperative when it comes to making a deal. im glad you walked out on that dealership. search the jeep.com vehicle locater, it'll show you other dealerships as well.
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Old 10-06-2013, 09:52 AM   #12
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Originally Posted by donmeca2020 View Post
From my experience with jeep dealers, they can be very shady, and uncooperative when it comes to making a deal.
You are painting with a very broad brush with that statement.

Not disagreeing with or questioning your personal experience(s), but that statement is a bit strong.
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Old 10-06-2013, 09:57 AM   #13
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Don't be afraid to travel... i couldn't get a deal anywhere in my Tri county area. so i'll be driving 200+ miles to go pick up one i ordered and i'll also be saving a few grand by doing so.
Would you do the same to save $400? That's 4 hrs each way plus about $100 in gas.
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Old 10-06-2013, 10:00 AM   #14
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Screw them go somewhere else, 1% under invoice isn't a great deal anyway. You can negotiate a better deal somewhere else and still come out, ahead even after the price increase. All you lost was a little time, no big deal!
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Old 10-06-2013, 10:05 AM   #15
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I'd do what you did. It is principle.
^^^
AGREED! You did the right thing in terms of principle. However you also have to weigh your own happiness. I don't think too many have found the "perfect" Jeep, at the "perfect" price, and a "perfect" service station.

I'd go ahead with the formal complaint to Chrysler and to that specific dealership and inform them that they've lost a customer. But if a jeep is what you truly want, but it elsewhere, service it elsewhere when you can and only hit up that dealership for free warranty covered replacements ;-)
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Old 10-06-2013, 10:11 AM   #16
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Find a dealer that wants your business and is willing to work for it. They are out there. Ask around if you don't really know anyone, find a local Jeep club and start asking who they would recommend.

I would have said, you want to jack up the price 400... what are you going to give me? Free service etc. If he's not going to play then you did the right thing in walking.
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Old 10-06-2013, 10:15 AM   #17
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Originally Posted by donmeca2020 View Post
Don't be afraid to travel... i couldn't get a deal anywhere in my Tri county area. so i'll be driving 200+ miles to go pick up one i ordered and i'll also be saving a few grand by doing so.

From my experience with jeep dealers, they can be very shady, and uncooperative when it comes to making a deal. im glad you walked out on that dealership. search the jeep.com vehicle locater, it'll show you other dealerships as well.
This.

As I've documented elsewhere, when attempts to have a local dealer trade with an out-of-state dealer "failed", I obtained an over-the-phone, detailed quote for a 2014 order (at ~2% under invoice) from the local dealer.

I should have obtained the quote in writing.

The first time I went to order the 2014, the ordering system was "off-line". The second time I went to order, a different salesman refused to honor the quote, and would not come off any more than $500 off MSRP. The salesman that quoted me was "not available", the sales manager was "not available", etc. I told him to call me if he wanted to honor their quote, and walked out.

A couple of days later, nothing. So, I called the out-of-state dealer about the vehicle that was the object of the original dealer trade. A deal was struck, paperwork/financing/insurance all done over the phone/fax. Four hour drive out to near DC and four hours back, I'm all set!

It's not about getting worked up over a few hundred dollars (either me as the buyer or them as the seller). As others have stated, it's the principle. Soak the low-information buyer. Take them to the proverbial cleaners. Me? I'll do business with a dealer that understands it's not the 70's anymore.

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Old 10-06-2013, 10:26 AM   #18
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It seems like since they know they're the only Chrysler dealer in a 60 mile radius from what you indicated, they feel that they can conduct business in this manner. I don't think it's ethical but obviously they don't. You didn't get a great deal anyway so go to another dealer. They probably did you favor. Just think of the crap their service dept. will pull.
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Old 10-06-2013, 10:54 AM   #19
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This very thing happened to me but my dealership honored the price protection policy and all was good. There was a price increase and for some reason the Nav option was $0 cost when we ordered....system glitch I think. So my Jeep was $2000 higher when we went to pick it up. The dealer said no worries an honored the original agreement that they signed when they took my deposit.
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Old 10-06-2013, 11:03 AM   #20
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You are painting with a very broad brush with that statement.

Not disagreeing with or questioning your personal experience(s), but that statement is a bit strong.
i did say above that line IN MY TRI COUNTY AREA. let me be more specific, if it makes you feel better..... My experience with SOUTH FLORIDA JEEP DEALERS, they suck, their shady, and i could go on and on but you get the picture.

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Would you do the same to save $400? That's 4 hrs each way plus about $100 in gas.
at my mindset as it is now?? yes, i refuse to give these snakes local to me my business... i've had nothing but bad experiences with them. from being too pushy to deal with, also never wanting to give you an exact OTD price because they want to mess with the numbers, also having some of them tell me the universal car saleman line that just pisses me off the max...
" THATS A STEAL OF A PRICE IF YOU CAN GET ONE FOR THAT LOW GO BUY ONE AND GET ME A FEW WHILE YOUR AT IT" right there is when the convo ends and i walk out... i've heard that line from numerous dealers and all from different brand vehicles as well. i guess they were taught that in car salesmen school......

It's also obvious i made an order, see sig below and i made the order with a Fields in sanford FL which is 200 plus miles away from my location in FL.
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Old 10-06-2013, 11:07 AM   #21
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My dealer sent me a bill for $1,000. Stating they forgot to charge me for the rear locker. I reminded them I paid cash for the Moab and have an executed contract. Nice try.
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Old 10-06-2013, 11:19 AM   #22
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I give you credit for staying strong and sticking to principle. It takes a lot of passion to do that.

For myself, I'd rather live life as the days tick away. We aren't going to be here forever. Take the $400 Mr Dealer and give me the Rubi.

Anyways, wranglers are mass produced, you will find what you want soon enough.
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Old 10-06-2013, 11:20 AM   #23
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I give you credit for staying strong and sticking to principle. It takes a lot of passion to do that.

For myself, I'd rather live life as the days tick away. We aren't going to be here forever. Take the $400 Mr Dealer and give me the Rubi.

Anyways, wranglers are mass produced, you will find what you want soon enough.
another real Legit post spoken here
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Old 10-06-2013, 11:25 AM   #24
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My dealer sent me a bill for $1,000. Stating they forgot to charge me for the rear locker. I reminded them I paid cash for the Moab and have an executed contract. Nice try.
+1 to the dealer for the size of their balls.
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Old 10-06-2013, 12:28 PM   #25
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File a complaint with your state atty general. Let them investigate.

Yea I'm sure they dont have anything better to do...
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Old 10-06-2013, 01:51 PM   #26
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Would you do the same to save $400? That's 4 hrs each way plus about $100 in gas.
I did. I went 300(+) miles to get mine, simply because I didn't want to deal with either Jeep dealership here and I have a personal friend who is a dealership principle in south Louisiana.
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Old 10-06-2013, 02:01 PM   #27
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Write a letter to the Better Business Bureau and explain. This is what I did and it lit a fire under their ass and got me some attention quick. It is a good tool for the consumer. I would have done the same as you. Best of luck.
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Old 10-06-2013, 02:04 PM   #28
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You are right to be upset, but why are you assigning blame to Chrysler? Chrysler does not own dealerships. Based on the information present in the post, the individual dealer is the foci of all the problems in this event.
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Old 10-06-2013, 02:10 PM   #29
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File a complaint with your state atty general. Let them investigate. I would let the dealership know that you intend to do so. Meanwhile take delivery and enjoy.

I would also talk to the dealer principle. Forget the sales mgr.

The AG won't investigate because there is no signed sales contract.

The OP got the owner and the sales manager to sign and provide a copy of the POC.
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Old 10-06-2013, 02:17 PM   #30
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Write a letter to the Better Business Bureau and explain.

Keep in mind two things. One, the BBB is a voluntary association of businesses who pay dues to belong to the association. Many members are honorable and some are not. They attempt to negotiate in disputes in which their members are involved with consumers.

Two, they are not a consumer protection agency and they have no enforcement authority. They cannot even compel their own members to comply with decisions made by their arbitration board.

They rely on good will to get things done and while some businesses don't want negative publicity, some simply don't care.

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