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Old 01-26-2013, 11:24 AM   #1
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Shady Dealer?

I'm need some advice on how I should move forward with this dealership..

On the 15th of Jan I went to my local dealership and ordered a 10A Rubicon. I put $1k down on it just to be sure that there would be no hassle when it was time to pick it up. After I left the dealership I noticed that there was no VON on my sheet. I thought "No biggie, Ill get it in the morning." The next day I phoned the dealership and asked for my VON, sales men said he would get back to me after he asked the manager who ordered it. Never got a call back. Called him a second time and got the response of "Jeep will email you your VON" Ok Ill wait for jeep, well after 2 more days of waiting I called again, same response.
I am now super po'd and go into the dealership. I ask my salesmen about the VON and can see that he is nervous when he responds "Oh you cant track your Jeep with a VON"
To which I replied "Oh I know I can track it, I have been to the site"
He says with some sweat starting to form "Oh let me talk to the manager"

I give him two minutes as I watch him get animated with a man behind the desk and decide to step in and see what the deal is.

The manager tells me he is looking for my order and reads me off a list of several names, none of which are mine, on orders for the 10th anniversary Rubi. He then looking rather flustered says hold on let me get your info again and proceeds to type it into the system. I ask him what he was doing and why my order wasnt placed on the 15th when it is now the 21st? He said it was pending in his system and he will just "Step on" my old order and replace it in the system. He does that and hands me a new order form with a VON on it. I'm thinking ok great got that settled. Ill now just wait for my order email form Jeep.

Fast forward a week later and no email from Jeep. So I call Jeep. The customer service department checks on my order and can NOT FIND IT!!

They are going to call the dealer and see what the issue is. I just feel like after putting $1k down on it, and them not ordering it TWICE, that I need to do something, just not sure what.


Any advice would be appreciated and sorry for the wall of text..

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Old 01-26-2013, 11:29 AM   #2
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Did you pay in cash, check, or credit for the deposit? Have you told the dealership you will order from another if this isn't fully resolved to your satisfaction in 24 hours?

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Old 01-26-2013, 11:32 AM   #3
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Get you deposit back and find a new dealer.
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Old 01-26-2013, 11:33 AM   #4
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I paid with a check so I could track them depositing it. (They deposited it that night), they said it was not refundable. Which I will call BS on if they haven't ordered my vehicle. I have not threatened them with ordering it from another dealer yet. I am going to wait for the Jeep customer service rep to call back. She said she would call the dealership and see why the order was not processed and get back to me.
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Old 01-26-2013, 11:45 AM   #5
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One thing to consider.. If you ordered the anvil color it's not going to show up in the system yet so you won't be Able to track it.. I'm told it will be a few weeks more before they get the anvil colors in the system and scheduled for production..

My rep called me last week to confirm Chrysler had the order and explained where they're at with regard to the anvil color..

Seems others who have ordered billet white or black jeeps are moving along to this point..
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Old 01-26-2013, 11:47 AM   #6
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I paid with a check so I could track them depositing it. (They deposited it that night), they said it was not refundable. Which I will call BS on if they haven't ordered my vehicle. I have not threatened them with ordering it from another dealer yet. I am going to wait for the Jeep customer service rep to call back. She said she would call the dealership and see why the order was not processed and get back to me.
When ordering something like that they usually take a non refundable deposit. If you ordered a 10a rubi thats specific to you taste and everyone else thinks it sucks and is pointless with all the options you got on it then they will have a hard time selling it if you decide to bail on the deal. I work for a dealer and this is something we and other dealerships do all the time.

Im not saying anything you did was wrong or insulting you in anyway so please dont take it as that. i just know how the car industry works and its not always the best lol. When i ordered my 13 wrangler they wanted a 500 dollar nonrefundable deposit. I simply said that it was a base model and they could sell it easily if they wanted too, so make it refundable.

If I were youd id go to the dealer and say either get my order right or give me my 1k back. If they say we arent giving you your money back because it was a nonrefundable simply say "where is the paperwork i signed that says its not refundable?" Unless you signed something that says its not refundable lol. other wise you have every right to your money back.
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Old 01-26-2013, 12:08 PM   #7
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^ This.
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Old 01-26-2013, 12:20 PM   #8
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It depends on the dealer. I ordered a 10 Rubi and left a $500 deposit which was refundable. When I asked why most dealers won't refund deposits and theirs would I was told that if there was a problem on my end they would still be able to sell a loaded Rubicon, or any ordered vehicle for that matter, and that they place a high priority on customer service and repeat sales and that a dealer not refunding a deposit is the worst thing that they can do regarding customer service since treating a customer poorly has exponential negative consequences and not in line with a long term business strategy. Obviously I've never had a problem there and I am a repeat customer. There are excellent dealers and poor dealers. Sounds like this dealer is taking deposits on vehicles that Chrysler has not yet authorized them to place for that type of vehicle order. Their window might not open for another month or two.
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Old 01-26-2013, 12:34 PM   #9
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If you can, get your deposit back and find another dealer. If a dealer can't keep something as simple as a customer order w/deposit straight, I wouldn't trust them to handle the loan docs, the title papers, or anything more complicated.
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Old 01-26-2013, 12:35 PM   #10
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Originally Posted by the Kolector
Get you deposit back and find a new dealer.
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Their lack of communication, lack of professionalism and lack of commitment to you is reason enough to find another dealer who can handle those simple and important aspects of business.
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Old 01-26-2013, 12:40 PM   #11
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When ordering something like that they usually take a non refundable deposit. If you ordered a 10a rubi thats specific to you taste and everyone else thinks it sucks and is pointless with all the options you got on it then they will have a hard time selling it if you decide to bail on the deal. I work for a dealer and this is something we and other dealerships do all the time.

Im not saying anything you did was wrong or insulting you in anyway so please dont take it as that. i just know how the car industry works and its not always the best lol. When i ordered my 13 wrangler they wanted a 500 dollar nonrefundable deposit. I simply said that it was a base model and they could sell it easily if they wanted too, so make it refundable.

If I were youd id go to the dealer and say either get my order right or give me my 1k back. If they say we arent giving you your money back because it was a nonrefundable simply say "where is the paperwork i signed that says its not refundable?" Unless you signed something that says its not refundable lol. other wise you have every right to your money back.
There is no such thing as non refundable if there was no product sold or order placed. If they never placed the order, they owe him $1000.
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Old 01-26-2013, 12:51 PM   #12
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It can take a while for an order to show up in VOTS. If I remember, mine took about 8-10 days before it would show up on the VOTS web site or before the reps at 877IAMJEEP could pull it up. If you have a VON from the dealer then the order is placed. Unless for some reason they cancelled it then it will show up in the system in time. I ordered mine on a Friday and it was a week from the following Monday when I got my first email from Jeep about the order.

You should also have your buyer's order. Patience is they key in ordering a Jeep. I can tell you not to rely on VOTS at all. While mine was being built it was 3-4 days behind compared to what the insight system would show.
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Old 01-26-2013, 01:29 PM   #13
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I appreciate the replies and help with this situation. My order was a Black JK, not the Anvil, so that shouldn't be the hold up.

As I am typing this I received the call back from Jeep customer service. She talked to my sales rep and informed him that she could not see it in the system. They checked on the VON again and couldn't find it. He told her that he was going to call his general manager and see why, 2 weeks later, it wasn't ordered. No one can seem to tell me why it isn't ordered. I am going to go there today and see if I can resolve this out right.
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Old 01-26-2013, 01:35 PM   #14
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Originally Posted by planb
I appreciate the replies and help with this situation. My order was a Black JK, not the Anvil, so that shouldn't be the hold up.

As I am typing this I received the call back from Jeep customer service. She talked to my sales rep and informed him that she could not see it in the system. They checked on the VON again and couldn't find it. He told her that he was going to call his general manager and see why, 2 weeks later, it wasn't ordered. No one can seem to tell me why it isn't ordered. I am going to go there today and see if I can resolve this out right.
Sorry this is happening. What a bummer!
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Old 01-26-2013, 02:42 PM   #15
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The dealer has basically admitted that your order has not been places or cannot be located. They may have used up there allocation. Either way, they have not been professional or forthcoming about it. Get your money and go somewhere else unless they can offer you something in return for their mistake.
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Old 01-26-2013, 02:43 PM   #16
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The dealer has basically admitted that your order has not been places or cannot be located. They may have used up there allocation. Either way, they have not been professional or forthcoming about it. Get your money and go somewhere else unless they can offer you something in return for their mistake.
"their" allocation
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Old 01-26-2013, 02:59 PM   #17
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Holding orders to bump up their discount for multiple orders?
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Old 01-26-2013, 03:12 PM   #18
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There is no such thing as non refundable if there was no product sold or order placed. If they never placed the order, they owe him $1000.
Just because he never got a VO number doesnt mean the order wasnt placed. When i ordered my jeep it didnt show up in VOTS for at least a week.
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Old 01-26-2013, 03:27 PM   #19
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For us ignorant types, can someone please explain what VON, VOTS, and all this other stuff means?
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Old 01-26-2013, 03:34 PM   #20
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VON= vehicle order number, thats what they use until a VIN is assigned.

VOTS is the tracking system that is typically off by 3-4 days.
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Old 01-26-2013, 03:46 PM   #21
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I order vehicles every week for ford. I'm sure it's similar. Sometimes an order doesn't show up until the plant "pulls" the order. I can go in and see it, but I don't get an order receipt acknowledgment until ford accepts the order. This could be part of the problem. The dealer should be able to see it I would think..

Good luck.
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Old 01-29-2013, 07:05 AM   #22
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Any updates?
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Old 01-29-2013, 06:39 PM   #23
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Any updates?
Well there was some movement on the order. I went to the dealership on sunday and sat down with the manager and voiced my concerns. Come to find out, they never ordered it on the 15TH . it was ordered on the 21st. That was the original discrepancy. Order could not be found by jeep still however I saw that the dealer did infact put it on the Chrysler orders site. At this point I am unsure why Jeep cannot see it. I a case number I will just wait

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