Lapointe Chrysler

Not impressed Bought a new 2016 Ram 1500 Outdoorsman EcoDiesel July 9th to be picked up on July 15th. Since they didn't have a truck in inventory with all of the op Bought a new 2016 Ram 1500 Outdoorsman EcoDiesel July 9th to be picked up on July 15th. Since they didn't have a truck in inventory with all of the options I wanted, I agreed to have factory towing mirrors, factory trailer brake controller and factory chrome running boards installed by the dealership. When I arrived to pick up the new truck, I had noticed that there were after market running boards on the truck, and had to have them order the factory running boards and install them and the truck would be ready to pick up the next day. (great customer service to resolve a situation that shouldn't have happened). I was told this was the parts departments mistake. When I went to get the truck on July 16, I noticed that there were white marks on the outside edges of both towing mirrors, a small attempt was made to clean it off, but not successful. I was told the customer service manager was not in on a Saturday and I would have to come back on Monday. After I got home, I was able to get the white marks off by scrubbing a little harder than they did at the dealership so a trip back to the dealership was not required. 3 weeks after picking up the truck I noticed that the puddle light and turn signal light on one of the mirrors was not working, so I booked a service appointment at Renfrew Chrysler. At Renfrew Chysler I was told that my truck doesn't show as having towing mirrors when they input the VIN into their system, and that Lapointe Chrysler had put a used set of towing mirror on my brand new truck. I guess that's why there was paint / scuff marks on the outside edges of the mirrors. They had found that there was corrosion inside the lights on the mirrors and that is why they were not working. Renfrew Chrysler then found another used mirror on a truck on their lot and put it on my truck and the puddle light still does not work. I thanked them for their efforts and left, as this issue needs to be resolved by Lapointe Chrysler. When I called Lapointe's to speak with Karen Selway, she advised that this must of been a mistake and would look into it and call me back. She called back a few minutes later advising that because I had asked for the mirrors to be changed, that it is considered a modification and that mirrors are void of any warranty. Excuse me but, that was never communicated to me verbally or written in the deal, I would have never agreed to buy the truck with the options added on at the dealership if I had known that the parts were not covered under the factory bumper to bumper warranty which contradicts Mopar Parts Warranty which states that mopar parts are covered when installed by an authorized FCA dealer. I have asked for mirrors that are covered by the bumper to bumper warranty, as that is part of the price of buying a brand new vehicle. I have not heard back from Lapointe's on this issue. One of Karen's comments were "it wasn't specified in the deal that that brand new parts were required" My comment back to her was " Why would anyone expect anything other than brand new parts to be on a brand new vehicle?" It was also suggested that the sales person was at fault for not telling me the mirrors would not be covered by any warranty as well. Don't care who didn't do their job, bottom line is that it was not communicated to me and is up to Lapointe's to resolve. If Lapointe's do the right thing and replace the used mirrors on my truck with new Mopar branded mirrors and include warranty coverage, I will update and provide a more positive review. Ball is in their court. Update as of Aug 17. After reporting the above to FCA Canada, FCA advised that they would contact the dealership to find out what was going on. I was advised on Aug 11 by the FCA rep that the dealership general manager would be calling me to resolve. When I still had not heard from anyone at end of business day on Aug 12, I called the FCA rep back and advised that I still have not heard from anyone and would really like this resolved as it's not a complex issue. She said she would call the dealership again. On Monday Aug 15 at noon when I still hadn't heard from anyone, I drove to the dealership so that I could speak with the general manager. I was advised that he was not there, but was traveling back to Pembroke from their Renfrew dealeship and would be back by 2 pm. I came back at 2 pm and he was not there, so I said I would wait for him. After waiting about 10 minutes, Karen Selway comes and finds me and we go into the office and she advised that they would be installing brand new towing mirrors on my truck and would be covered under a Mopar parts warranty. I said ok, but I want the work done at the Renfrew location as it closer to my office. I stopped in at the Renfrew location later in the day and booked the appointment to have the mirrors installed on Aug 17. The mirrors are on and I am very satisfied with the new mirrors that should have been on the truck the day I picked it up from the dealership. I still can't understand why it was impossible for the general manager Matt Greenidge to pick up the phone and call me to resolve this. Matt Greenidge and Karen Selway, you both need to really take a look at your personal moral compass as it certainly has been proven that it is not guiding you in the right direction to what a customer experience should be. Ethically I can't delete the original complaint, as it is only fair for future, past and present customers to see how the dealership is being operated. That is purpose of review websites, it is not only for positive promotional material. I sincerely hope that all involved have taken this as a learning opportunity. I know I have. More

First truck buying experience Real helpful and overall good buying experience,the staff are real friendly and professional. They really know there stuff, definetly gonna refer ever Real helpful and overall good buying experience,the staff are real friendly and professional. They really know there stuff, definetly gonna refer everyone there whos looking for a vehicle. More

New purchase To be honest I was suppose to go to a dealership in Ottawa, but Mrs. Smerdon at Lapointes Dodge surpassed what Ottawa was going to provide. Mrs. Smer To be honest I was suppose to go to a dealership in Ottawa, but Mrs. Smerdon at Lapointes Dodge surpassed what Ottawa was going to provide. Mrs. Smerdon was thorough and patient with explaining all of Ram's incentives and what Lapointes could offer by " one up"in competition. Mrs. Smerdon didn't rush anything and ensured all of my concerns where addressed. From the sales , Financing and Customer Care , everything went seamlessly even when I wanted certain last minute additions, they pulled through. I had an excellent experience in 2012 when I bought a new 2012 PW and was reminded again for this 2016 PW. Ensure you present other dealerships incentives and watch how Lapointes can tackle it no problem. I highly recommend anyone to have a sit down with Mrs. Smerdon when looking at a new vehicle option. It was an excellent experience as Mrs. Smerdon saw the process from start to finish. thank you for your time More

Absolutely Impressed! So my hubby and I decided that maybe we do need a new vehicle for the family. Lapointes had a sale going on which made the choice on a dealership easi So my hubby and I decided that maybe we do need a new vehicle for the family. Lapointes had a sale going on which made the choice on a dealership easier. We weren't intending on buying or trading in right away, just to go and see what was in stock that was most suitable for the family. My hubby had his eyes set on what is now our brand new 2016 Jeep Patriot. It is a little out of our price range, so I backed down. Got pressured and finally caved in and went back to look at the vehicle, where we finally met the one to sell us it, Willow. She knew exactly what to tell us and how to tell it. She got us exactly where we wanted to be financially with the vehicle and worked her xxxx hardest at it. She was very promising and friendly. Couldn't of asked for a better sales consultant. Definitely does the job well. Would recommend her to anyone! Lapointes has themselves on heck of a consultant! The service was excellent through the whole dealership. The outcome of all of this...unbelievable! Lapointes has so much to offer. More

Excellent professional service!! I highly recommend going to lapointe Chrysler for anyone's next purchase. You will be well taken care of and they salesman will work tirelessly to mak I highly recommend going to lapointe Chrysler for anyone's next purchase. You will be well taken care of and they salesman will work tirelessly to make sure you leave the lot in the vehicle you want and with the piece you want as well! More

Still Don't Like Buying a Vehicle, But.... Brandon was very helpful and was easy to talk to. I have never owned a Jeep but have always taken my cars there for service. Brandon was light heart Brandon was very helpful and was easy to talk to. I have never owned a Jeep but have always taken my cars there for service. Brandon was light hearted and good to answer questions. I'm still not a huge fan of the process but thanks Brandon for making it a little easier :) The "manager" who apparently sits in this office across from the sales reps. ......still a mystery to me as you never really see this person of high powers". Lol, they should come join the conversation at the sales desk :) More

Excellent service! Dealt with Brandon in Pembroke, and was very professional, knowledgable and helpful. He made possible, what was suppose to be an enquiry for a future Dealt with Brandon in Pembroke, and was very professional, knowledgable and helpful. He made possible, what was suppose to be an enquiry for a future purchase, into an immediate purchase. Will definitely return to him when we are ready to upgrade our next vehicle! More

Good Sales attention. Sales person was focused on my sale. Jeep was ready to pick up when they said it would be.Vehicle was well cleaned and ready to go when I got there. A Sales person was focused on my sale. Jeep was ready to pick up when they said it would be.Vehicle was well cleaned and ready to go when I got there. All the staff I dealt with knew what they were doing. More

Transparent Process, Great Communication Initially went in to kick the tires on 2016 Rams and to see where the trade in value of my 2010 would be at. Ron Biscope's down to earth approach to c Initially went in to kick the tires on 2016 Rams and to see where the trade in value of my 2010 would be at. Ron Biscope's down to earth approach to customer service coupled with a no nonsense dialogue made the process extremely transparent. The end result was an extremely fair trade-in value on my 2010 and a great deal on a new 2016. Chris Lauzon's ability to break down the dizzying array of extended care and financing options into easy to understand manner made the financing process extremely easy and it was apparent that he was working on my behalf. More