Courtesy Chrysler Dodge Jeep RAM

My "No Courtesy" Chrysler Experience The very fact that I have waited this long(almost 9 months) to post a review should show that I have tried everything to resolve my issues with Court The very fact that I have waited this long(almost 9 months) to post a review should show that I have tried everything to resolve my issues with Courtesy Chrysler in a peaceful and professional manner. Unfortunately, through dealing with a General Manager, and a Company that does understand the value of Customer Service and Customer Satisfaction I was left with little choice. The purpose of this review is to hopefully allow others to make informed decisions when choosing where to purchase their next vehicle, and hopefully avoid the same experience I have had with this Company. I have attached a copy of the first email I sent to Kris Laughton(GM of Courtesy Chrysler) as it pretty much sums up my experience with the Sale of my Jeep. This first email was ignored by Mr. Laughton. There were follow up emails, phone calls etc. In the end there was no interest on the part of Mr. Laughton to deal with, or resolve my issues. After filing a complaint with AMVIC(Alberta Motor Vehicle Industry Council) Mr. Laughton offered a Rewind on the purchase, but offered no details on how that would work, or how he was going to give me my Jeep back. Lost in all of this, and not mentioned in the following email to Mr. Laughton(was mentioned in the second email to him), as I had initially not noticed until I examined my Bill of Sale in detail, is that I was charged for Goods and Services that I did not receive. I was charged $699.00 + tax + interest for a Southern Package that was not done on my vehicle. This was not explained to me when the Sale was done, and the only reason that I knew what it was is that it was on my previous Jeep and was explained in detail by the Salesperson at the time. To this date, almost 9 months after the Sale, there has been no attempt by Mr. Laughton to rectify this. I stand behind everything I say, and have all my paperwork to back up my claims. As I have stated in the following email, I have been in the Customer Service industry for almost 30 years, most in a Management capacity. Part of being able to offer great Customer Service is being able to admit when mistakes are made, accept accountability and try to make things right for your Customer. Had this issue been dealt with head on from the very beginning by Mr. Laughton it would have been a very easy fix, and none of what has happened over the 9 months since would have been necessary. Thank You for taking the time to read this. Peace. Dear Mr. Laughton: Please allow me to introduce myself. My name is ________________. I am the proud owner of a New 2017 Jeep Wrangler, which I purchased from Courtesy Chrysler. It is the 4th vehicle that I have purchased from you in the past 10 years, and regrettably it will be my last. Firstly, let me apologize for the length of this email as I explain why I have come to this decision. This was my third Jeep purchase, my second Jeep Wrangler. You can say I'm a Jeep owner for life. I purchased a 2015 Jeep Wrangler less than 2 years ago, and my experiences could not have been more different, like night and day. I am sure you have access to my review of my last purchase. A few weeks ago I was not even thinking about trading my Jeep in, or getting a new vehicle. I loved my Jeep, and as it was not even 2 years old I didn't really see the need to. Two things happened, however, that made me think about the possibility. One was I received a "Special Offer" as a 2015 Jeep Wrangler owner. It was your Pull Ahead offer that I am sure you are familiar with. It was the same offer that brought me in last time. At that time I had no intention of ever returning to Courtesy Chrysler after a bad experience in 2012(may have been the end of 2011) when I purchased my Jeep Patriot. They did everything they could to make up for that experience, and I left a happy customer, loyal for life because of how I was treated. The Second thing that happened to make me consider trading in my Jeep was that we received a call from Jade, who wanted to chat , and ask me a few questions. I figured it couldn't hurt so I booked an appointment to meet with him. My first impression when I walked through the doors of Courtesy Chrysler this time was that the entire atmosphere within the Dealership was different. By the time I left with my new vehicle I realized how truly right I was. The first major issue I have with this experience is that none of the incentives that brought me in to Courtesy Chrysler to consider possibly trading in my Jeep were honored. I brought in my letter that said I would receive 1% less financing, and $1000.00 rebate cheque. There was a cheque with my name on it. This was a huge incentive last time, and I left with that cheque in my hand. It was above and beyond whatever was negotiated with the Jeep. I was told by Sales Manager Eddie that he was working that into the "loyalty" discount he was giving me.(There was NO Loyalty Discount on my Bill of Sale, in fact the base price for my 2017 was over $8,000 more than my 2015 for the exact same vehicle). There were brochures all over the dealership basically offering the same incentive. As far as the 1% less financing, I don't believe there was any effort put into trying to find me a better interest rate. Everything happened so fast, and all he did was refinance it with the same Bank. He wasn't even sure what my current interest rate was. Last time they got me I believe 7% less, and couldn't understand why it had been so high on the Patriot.(My interest rate on this Jeep is actually .1% higher than my previous Jeep) The third incentive, and this was mentioned to me by Jade in our initial conversation was No Payments for 90 days. I said it sounded great and it really got me interested, as it would allow me to take a few months, and concentrate on other bills or saving money. Eddie later said that that was only for January, even though I heard another Salesperson mention to their client, and I heard advertisements on the radio and television over a week after.(The brochure that I retrieved from the showroom after my sale was complete stated that the offer expired February 28, 2017 - my vehicle purchase date was February 9, 2017) From the moment Eddie, the Sales Manager entered the picture, it was all about making the Sale. It was high pressure, and he had no interest in putting in any extra effort to make sure that I, the customer was happy. He threw a whole bunch of numbers at me making me think he was doing all these things for me, and saving me money, when really he wasn't. You can write a bunch of numbers on a piece of paper and make them say whatever you want them to say. In the end it's all smoke and mirrors. Where the letter said I could pay equal to or possibly less than currently paying I am in fact paying $67.00 more bi weekly, $134.00 monthly than I was paying for essentially the same Jeep with: NO $1000.00 Rebate, NO 1% less financing, and NO No Payments for 90 days. I will say this before I move on. Ultimately, it was my decision to agree to the deal, and I will live with that. No one forced me to do anything. I had a moment of indecision where in hind sight I should have walked away, but for reasons I'll never understand I didn't. So, the deal was done and from the moment I walked out of the dealership I felt regret, that I didn't get the deal I came in to get. I have lost sleep over it and will continue to do so until I say my piece which is why I am writing this novel(letter) to you. Another thing that became obvious to me, was that there was very little communication between the 3 individuals involved in the Sale of my Jeep. To have the Salesperson telling me one thing(No Payments for 90 days) and then the Sales Manager telling me something else is disturbing to say the least. When dealing with Jade, I felt that All the incentives would be honored. He took my letter away to verify it and I never saw it again. When my Jeep was ready, I received a text from Jade telling me so, and I set up an appointment for 11:00 the next morning to pick it up. In the meantime Serge had called me and emailed to tell me it was in, but when told that Courtesy Chrysler had called I assumed Jade had tried me at home before texting me. When my wife and I arrived we asked to see Jade. He took us out to see our vehicle, and switched the plates over. He was also dealing with another Customer who was picking up a vehicle. After awhile I asked him what else needed to be done, as I had to get to work soon. He said we should be pretty much ready to go. I remember thinking that I haven't signed any papers or anything. I told him I needed to see Serge to get my Deposit back, at which time he went to find him. Serge was very surprised to see me, as he had sent me an email which I hadn't seen. He started to get the paperwork organized, but when I realized that it would take longer than I had we had to reschedule an appointment for the next night. So all in all my morning was wasted , and we had to put the plates back on my old Jeep and leave. Serge also informed me that the undercoating protection that I was paying for had not yet been done. The next day we showed up at 6:45 to sign papers and pick up our new Jeep. We were early as our appointment with Serge was for 7:00, so we sat in the lobby to wait. Eddie looked at us when we came in, and said nothing. In the hour and a half that we were there he did not come by to say "Thank You for your business", Congratulate us on our new vehicle, or ask us how we liked it. There was ZERO care or Customer Service from him once the sale was done. It was a sad moment for me. To me the entire experience made me feel empty. It took all of the good memories I had from my last experience with Courtesy Chrysler, and crushed them. The whole feeling I got was that it was all business, and about the Sale for the people inside the dealership. The Customer Care and the Customer's experience was not important. A small example of what I mean. When we left with our new Jeep 2 years ago we left with a bag full of gifts as a show of appreciation, and a Thank You. With this purchase we didn't even get a key chain with our keys. A simple thing, but significant. My wife joked asking Jade about a coffee mug as she really wanted a Jeep mug. He said he would take care of that, and then came back and said he couldn't get any. I have worked in the Customer Service industry for almost 30 years, and the greatest satisfaction that I get in my job is watching a Customer walk away happy. I live by something called the FISH philosophy, which is essentially about Choosing Your Attitude in your work and everything you do in your life. One of the aspects of the FISH philosophy is "Make Their(The Customer's) Day". When you purchase a new vehicle it should be one of the happiest days of your life. You are spending your hard earned money, and committing to something for the next number of years. As I shared with Jade I didn't have that warn, fuzzy feeling you should have. I want to let it be known that the one bright spot in this experience was Jade. He is a great, young man with an exceptional attitude. He listened to me when our discussion began, and seemed to have an understanding of what I was looking for. He seemed genuine and real. I could tell early on though that he did not have much say if any in how the Sale of my Jeep played out. I understand he is fairly new to this environment, and seemed uncomfortable at times in how to handle certain situations. He didn't really know how to react when I shared my disappointment in how the Sale transpired. That being said he was a pleasure to deal with. Also, Serge was very professional in our dealings with him. He was very thorough in his job, and explained everything to us in detail. We also had a great discussion about possible adventures in our new Jeep. My father taught me about loyalty in how he conducted his business throughout his life. He taught me to be loyal to those who treat you well, but also to never allow people to take advantage of that loyalty. I feel that my loyalty to your company was taken advantage of. Unfortunately, for this reason, when I trade in this Jeep in 2-3 years for a new Jeep it will not be at Courtesy Chrysler, nor can I in good faith recommend people to possibly have the same experience. If you have made it this far, I would like to thank you for taking the time to read this email. Sincerely, ____________ Proud Jeep Owner More